Leaders make the headlines on a regular basis – for their successes and their gaffes. After a particularly awful decision makes the news, do you ever wonder how that person could make such a dumb mistake? Mistakes and successes don’t happen in a vacuum. They are generally a culmination of decisions and actions the leader makes. But where do those decisions come from? Almost always, the leader’s character plays a role in decision-making and communications.

In this course, you will take the first steps on a lifetime journey of developing the character that will enable you to be the leader you envision.

Trust is an essential element in character and how you are perceived by others. The character dimensions authenticity, integrity, and accountability are intertwined with your ability to build trusting relationships. In this course, we will discuss how to develop these character dimensions which will, in turn, help you build trusting relationships and become an effective leader.

Completion of the course Building Leadership Character is required prior to starting this course.

Strong leaders are self-confident. They know and are comfortable with themselves and have an appropriate understanding of their knowledge and skills. Strong leaders’ confidence and character inspire others to follow the leaders and to reach beyond themselves.

In this course, you will work to develop the three character dimensions of courage, humility, and compassion. On the surface, these dimensions may seem contradictory (humility and courage?). However, through the following lessons, you will see how developing resilience for courage, willfulness for humility, and strength for compassion work together to create a leader of strong character.

Completion of the course Building Leadership Character is required prior to starting this course.

In this course, you will focus on the key organizational processes that support the development of a strong service culture and exceptional customer service. You will be provided with a number of tools that enable you to select employees who have a strong service orientation and who will be a good fit with organizational values. The processes of orientation and socialization are examined as two powerful means of communicating service standards. You will then examine the benefits of a team-centered, collaborative culture and discuss strategies to facilitate and reward team performance. You will discuss organizational citizenship behavior using specific practices that support continuous on-the-job “training that sticks.” You will wrap up the course by designing an orientation program for new service employees that takes into consideration service-focused principles and practices.

Managers who are seen practicing what they preach and following through on promises enjoy dramatically enhanced credibility and loyalty. They inspire workers to perform well and even to go beyond what is asked of them. Credibility is not all it takes to be successful, but no trust or meaningful relationship with those you manage can happen without it.

This course, developed by Professor Tony Simons, Ph.D. of Cornell University’s School of Hotel Administration, focuses on this critical element of leadership, and helps students develop the awareness, skills and habits necessary for mastering it.

How It Works

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