SHA593 - Practicing Servant Leadership

Course Description

In this course, you are introduced to the principles of Servant Leadership and the importance of fostering an ethical service culture. Servant Leaders communicate ethical standards and facilitate a supportive and respectful service culture that contributes to employee empowerment. A number of cases are provided to highlight leadership challenges and approaches. Servant Leaders are distinguished by their focus on listening skills, and you will assess and develop your listening behavior using Professor Brownell’s HURIER listening model, which addresses six interrelated components: Hearing, Understanding, Remembering, Interpreting, Evaluating and Responding. The development of a strong listening environment also facilitates service within your organization. Finally, you will examine your current environment to identify opportunities to strengthen relationships and enhance the service experience of your organization.

Faculty Author

Judi Brownell, Professor of Organizational Communication

Benefits to the Learner

• Foster ethical conduct to promote service excellence
• Demonstrate principles of Servant Leadership
• Create a strong listening environment
• Facilitate “service within”

Target Audience

• Any organization looking to provide a consistent high level of customer service
• Managers and leaders responsible for serving external and internal customers
• Leaders and team members at financial institutions
• Hotel and restaurant leaders and team members
• Healthcare facility leaders and team members
• Retail leaders and team members
• Small business leaders

Applies Towards the Following Certificates

• Leading a Culture of Service Excellence : Required Courses