ESSENTIAL SKILLS STRANDS (eSs)

Essential Skills Strands (ESSs) identify key SLAM processes, skills, and behaviors that learners must be able to simulate, reproduce, and hopefully habituate.

Each ESS is aligned with one or more specific SLAM Core Beliefs (CB 1-7) 

Essential Skills Strands:
 
ESS1: Quality service leadership requires participants in a service transaction to appropriately and actively listen to and try to understand each other’s point of view (CB1-7);
ESS2: Quality service leadership requires participants in a service transaction to appropriately participate in positive dialog about service and leadership expectations (CB1-7);
ESS3: Quality service leadership requires participants in a service transaction to accurately determine the others’ zones of tolerance[35] (CB1-7);
ESS4: Quality service leadership requires participants in a service transaction to make appropriate service and leadership decisions and carryout appropriate actions on-the-fly (CB1-7);
ESS5: Quality service leadership requires participants in a service transaction to be innovative in the creation of service propositions; to evaluate the efficiency and effectiveness of service transactions; and to reflect on the perceived and reported quality of service transactions in real time as they are unfolding (CB3-6);
ESS6: Quality service leadership is an ongoing developmental process that requires service leaders to continuously bring about improvements in their service leadership and service management competencies, character strengths, caring disposition, and prosocial attitude (CB3-7);
ESS7: Service leaders need to know how to use a variety of master/apprentice, mentor/mentee, and coaching approaches to improve the service leadership competencies, character strengths, and caring disposition of others (CB1-7).
ESS8: Service leaders need to know how to teach others how teach others how to use a variety of master/apprentice, mentor/mentee, and coaching approaches to improve the service leadership competencies, character strengths, and caring disposition of others (CB1-7).

 

Click here to view SLAM Essential Knowledge Strands (EKSs) >
Click here to view SLAM Essential Values and Attitude Strands (EVSs) >

REFERENCES

[35]

Johnson, R., (1995). “The Zone of Tolerance: Exploring the Relationship Between Service Transactions and Satisfaction with the Overall Service,” International Journal of Service Industry Management, Vol. 6, No. 2: 46-61.