Leaders and Managers
The 3 approaches to management theory.
What is
1.Scientific management approach
2.Human Relations management approach
3.Process (or administrative) approach to management
What are the two types of interview questions?
Closed ended and open ended
or
experiential vs situational
What is the most critical part of effective training?
What is the delivery method
The manager role consists of
Planning
Organizing
Directing
Controlling
What are the 4 P's to marketing?
○Product
○ Price
○ Place
○ Promotion
This is the first step into turning interest into membership
Proper phone etiquette
This theory defines the relationship between incentive and performance and advocates rewarding people based on their output rather than hours worked
What is scientific management approach
What is the process of accessing applications for a job?
Get as close as possible
•Review the application and resume
• Phone screening (inviting them for an interview while noting their phone etiquette)
• In-person interview
• Background and reference checks
• Comparison of candidates
• Job offer
After performing a needs analysis, what 3 categories should you sort your notes into?
Urgent need
short-term need
long-term need
The process of achieving business goals by
building and working with staff.
What is performance management?
This is the first step on leveraging. Without it your brand does not exist in the mind of the customer
What is attraction?
Name the 5 steps to effective listening
- Hear
- Interpret
- Reflect
- Check for meaning
- Respond
Behavioral leadership theory categorizes leaders as (2 categories)
What is
Job centered
Employee Centered
These are key elements of a job description
•Qualifications
• Wages
• Performance expectations
• Management support structure
• Career advancement within the organization
• Personal appearance standards
• Physical requirements
What are the 5 steps to create a successful training program?
Committing to needs analysis
Choosing the topics for training
Picking a strategy
Delivering the material
Creating accountability
What are the two approaches for hiring?
Hiring to fill a specific position
Hiring the best applicant and then finding a role for them
What three things are required for marketing research?
● Needs analysis
● Trends analysis
● Competition analysis
What are the 4 P's of creating urgency?
- Promotions
- Price
- Programs
- Personal motivation
Full Range Leadership model- encompasses three leadership styles
What are transactional, laissez-faire, and transformational
Why is it important to the organization to address personal appearance standards in a job description?
What is contributes to the culture of your organization
Provide three different types of interactive exercises
ice breakers, role playing, fill in the blank, reading aloud, case studies, team brainstorming, and demonstration
What is one thing you should do when providing feedback?
Start with positive feedback
Be specific
Have an open dialogue
Define specific corrective actions
Offer to help
End on a positive note
This plays a role in consumer behavior and purchase decision making
What is differentiation?
These are used to test the interest levels of your prospective member after the
tour
What are trial questions
Name 5 characteristics of great leaders
Great Leaders inspire trust
Don’t need to be larger than life figures
Great leaders keep their promise
If great leaders don’t have the answer, they don’t fabricate them
Great leaders communicate the goals of the organization
Great Leaders seek great mentors
Learn from their mistakes and get their quicker
Drawn to vision of success
What are the two main reasons interviews fail?
vague questions
incompetent interviewers
How can you measure the effectiveness of your training?
Testing
Role-playing
Written follow up
Impromptu testing
Financial tracking
Performance management is NOT...
Relying on yearly performance reviews
Lack of communication with employees
Providing Little feedback
Name two creative ways to communicate with your target market.
○Incorporate live streaming video broadcasts to show public what makes your
program different
○ Educate your followers using blogs
○ Use customer testimonials
○ Use social media to post examples of your differentiation
These are questions that you want to answer before a facility tour begins. They eliminate confusion and uncover concerns before they become objections
to follow the tour
Qualifying questions