Confidential Page 1 12-2-2015 Garlic Jim’s University of Pizzaology Bachelors Program Senior Studies – Store Management Course 3 Leadership Skills Delivering our Customers a perfect pizza EVERYTIME Delivering it fast and safely EVERYTIME Being knowledgeable about our products ALL THE TIME Keeping a clean, friendly image ALL THE TIME
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Confidential Page 1 12-2-2015
Garlic Jimrsquos University of Pizzaology
Bachelors Program
Senior Studies ndash Store Management
Course 3
Leadership Skills
Delivering our Customers a perfect pizza EVERYTIME
Delivering it fast and safely EVERYTIME
Being knowledgeable about our products ALL THE TIME
Keeping a clean friendly image ALL THE TIME
Leadership Skills Senior Studies ndash Store Management
Course 3
Bachelors Program- Store Management Course 3 - Leadership Skills
Garlic Jimrsquos University of Pizzaology Copyright 2015 GJ Franchise Systems Inc
Confidential Page 2 12-2-2015
Leadership Skills
Your leadership role as a franchise owner andor a store manager can be defined in one word
Coach
The dictionary has a simple definition for coach
The director and encourager of others
There have been many great coaches in our time who have left us with the wisdom and knowledge of how to inspire and teach others Almost always these lessons begin with the mastery of a specific craft and their ability to teach this craft to those they directly oversee In the pizza industry our coaching efforts are no different than those in other fields Your business success depends on the on-going coaching and teaching efforts of your store management team You must always be able to provide answers to the tough questions that your team members may encounter on a daily basis and be able to coach them through their struggles to learn Our industry depends on leaders to quickly correct any operational issues as they arise in order to maximize service to our valued customers True management team leaders must possess a great ldquoVisionrdquo for how the business must run and how the customers must be treated If you do not surround yourself with great learners and leaders it is only a matter of time before your ship begins to ldquotake on waterrdquo The following quote brings a coupling of the concepts of vision and action
ldquoVision without action is merely a dream Action without vision just passes the time Vision
with action can change the worldrdquo - Joel A Barker
Leadership Skills Senior Studies ndash Store Management
Course 3
Bachelors Program- Store Management Course 3 - Leadership Skills
Garlic Jimrsquos University of Pizzaology Copyright 2015 GJ Franchise Systems Inc
Confidential Page 3 12-2-2015
Learned Skills
Defining your Leadership Style 15 Inspiring Qualities of Leadership Practical Examples of Leadership in Our Stores Practical Examples of Leadership in Our Communities
Defining your Leadership Style
Using the correct leadership style for your situation
If you take a look back in our history there are as many leadership styles as there are leaders Fortunately business people and psychologists have developed useful shorthand ways of describing the main leadership styles that can help aspiring leaders to understand and adapt their own styles and leadership impact Whether you are managing a team at work captaining your sports team or leading a major corporation your leadership style is crucial to your success Consciously or subconsciously you will no doubt use some of the leadership styles featured at least some of the time Understanding these leadership styles and their impact can help you develop and adapt your own leadership style and so help you become a more effective leader
Understanding Leadership Styles
This chapter will help you to understand ten of the most frequently talked-about leadership styles some good and some bad
Leadership Skills Senior Studies ndash Store Management
Course 3
Bachelors Program- Store Management Course 3 - Leadership Skills
Garlic Jimrsquos University of Pizzaology Copyright 2015 GJ Franchise Systems Inc
Confidential Page 4 12-2-2015
These ten leadership styles are
Autocratic Bureaucratic Charismatic Democratic or Participative Laissez-faire People-oriented or Relations-oriented Servant Task-oriented Transactional Transformational
Autocratic Leadership
Autocratic leadership is an extreme form of transactional leadership where the leader has absolute power over his or her employees or team Employees and team members have little opportunity for making suggestions even if these would be in the team or organizationrsquos best interest Most people tend to resent being treated like this Because of this autocratic leadership usually leads to high levels of absenteeism and staff turnover For some routine and unskilled jobs the style can remain effective where the advantages of control outweigh the disadvantages
Bureaucratic Leadership
Bureaucratic leaders work ldquoby the bookrdquo ensuring that their staff follows procedures exactly This is a very appropriate style for work involving serious safety risks (such as working with machinery with toxic substances or heights) or where large sums of money are involved (such as cash-handling)
Charismatic Leadership
A charismatic leadership style can appear similar to a transformational leadership style in that the leader injects huge doses of enthusiasm into his or her team and is very energetic in driving others forward However a charismatic leader tends to believe more in him or her than in their team This can create a risk that a project or even an entire organization might collapse if the leader were to leave In the eyes of their followers success is tied up with the presence of the charismatic leader As such charismatic leadership carries great responsibility and needs long-term commitment from the leader
Leadership Skills Senior Studies ndash Store Management
Course 3
Bachelors Program- Store Management Course 3 - Leadership Skills
Garlic Jimrsquos University of Pizzaology Copyright 2015 GJ Franchise Systems Inc
Confidential Page 5 12-2-2015
Democratic Leadership or Participative Leadership
Although a democratic leader will make the final decision he or she invites other members of the team to contribute to the decision-making process This not only increases job satisfaction by involving employees or team members in whatrsquos going on but also helps to develop peoplersquos skills Employees and team members feel in control of their own destiny such as the promotion they desire and so are motivated to work hard by more than just a financial reward As participation takes time this approach can lead to things happening more slowly but often the end result is better This approach can be most suitable where team work is essential and quality is more important than speed to market or productivity
Laissez-faire Leadership
This French phrase means ldquoleave it berdquo and is used to describe a leader who leaves his or her colleagues to get on with their work It can be effective if the leader monitors what is being achieved and communicates this back to his or her team regularly Most often laissez-faire leadership works for teams in which the individuals are very experienced and skilled self-starters Unfortunately it can also refer to situations where managers are not exerting sufficient control
People-Oriented Leadership or Relations-Oriented Leadership
This style of leadership is the opposite of task-oriented leadership In this style the leader is totally focused on organizing supporting and developing the people in his team It is a participative style and tends to lead to good teamwork and creative collaboration
In practice many leaders use both task-oriented and people-oriented styles of leadership
Servant Leadership
This term coined by Robert Greenleaf in the 1970rsquos describes a leader who is often not formally recognized as such When someone at any level within an organization leads simply by virtue of meeting the needs of his or her team he or she is described as a ldquoservant leaderrdquo In many ways servant leadership is a form of democratic leadership as the whole team tends to be involved in decision-making Supporters of the servant leadership model suggest it is an important way to get ahead in a world where values are increasingly important and in which servant leaders achieve power on the basis of their values and ideals Others believe that in competitive leadership situations people practicing servant leadership will often find themselves left behind by people using other leadership styles
Leadership Skills Senior Studies ndash Store Management
Course 3
Bachelors Program- Store Management Course 3 - Leadership Skills
Garlic Jimrsquos University of Pizzaology Copyright 2015 GJ Franchise Systems Inc
Confidential Page 6 12-2-2015
Task-Oriented Leadership
A highly task-oriented leader focuses only on getting the job done and can be quite autocratic He or she will actively define the work and the roles required put structures in place plan organize and monitor However as task-oriented leaders spare little thought for the well-being of their teams this approach can suffer many of the flaws of autocratic leadership with difficulties in motivating and retaining staff
Transactional Leadership
This style of leadership starts with the idea that team members agree to obey their leader totally when they take on a job The ldquotransactionrdquo is that the organization pays the team members in return for their effort and compliance You have a right to ldquopunishrdquo the team members if their work doesnrsquot meet the pre-determined standard Team members can do little to improve their job satisfaction under transactional leadership The leader could give team members some control of their income by using incentives that encourage even higher standards or greater productivity Alternatively a transactional leader could practice ldquomanagement by exceptionrdquo whereby rather than rewarding better work he or she would take corrective action if the required standards were not met Transactional leadership is really just a way of managing rather a true leadership style as the focus is on short-term tasks It has serious limitations for knowledge-based or creative work but remains a common style in many organizations
Transformational Leadership
A person with this leadership style is a true leader who inspires his or her team constantly with a shared vision of the future Transformational leaders are highly visible and spend a lot of time communicating They donrsquot necessarily lead from the front as they tend to delegate responsibility amongst their team While their enthusiasm is often infectious they generally need to be supported by ldquodetails peoplerdquo
In many organizations both transactional and transformational leadership are needed The transactional leaders (or managers) ensure that routine work is done reliably while the transformational leaders look after initiatives that add value The transformational leadership style is the dominant leadership style to use although we do recommend that other styles are used as the situation demands
Leadership Skills Senior Studies ndash Store Management
Course 3
Bachelors Program- Store Management Course 3 - Leadership Skills
Garlic Jimrsquos University of Pizzaology Copyright 2015 GJ Franchise Systems Inc
Confidential Page 7 12-2-2015
Using the Right Style ndash Situational Leadership
While the Transformation Leadership approach is often highly effective there is no one right way to lead or manage that suits all situations To choose the most effective approach you must consider
The skill levels and experience of your team The work involved (routine or new and creative) The organizational environment (stable or radically changing conservative
or adventurous) Your own preferred or natural style
A good leader will find him or herself switching instinctively between styles according to the people and work they are dealing with This is often referred to as ldquosituational leadershiprdquo For example the manager of a small factory trains new machine operatives using a bureaucratic style to ensure operatives know the procedures that achieve the right standards of product quality and workplace safety The same manager may adopt a more participative style of leadership when working on production line improvement with his or her team of supervisors
Adapted from an article on wwwmindtoolscom
Leadership Skills Senior Studies ndash Store Management
Course 3
Bachelors Program- Store Management Course 3 - Leadership Skills
Garlic Jimrsquos University of Pizzaology Copyright 2015 GJ Franchise Systems Inc
Confidential Page 8 12-2-2015
15 Inspiring Qualities of Leadership
Are you a leader of men and women At least do you believe that you have leadership potential Do you WANT to be a leader or a follower If you want to be a great leader of men and women here are a few thoughts on the qualities needed
To be a leader first you must really WANT to lead A great DESIRE is the key You must be hungry for the position and pursue leadership with great determination - with all the means at your disposal That is using all your powers qualities and potential With a strong DESIRE you will succeed as long as you have the following personal leadership qualities
1 Courage 2 Self-Control 3 Justice (and fairness) towards others 4 Definiteness of decisions 5 Clear vision of the future they wish to CREATE 6 Grand sense of PURPOSE and put it into ACTION 7 Leaders are BELIEVERS 8 Leaders have a habit of doing more than they are paid for 9 A pleasing personality - people genuinely LIKE the people they follow 10 They possess empathy sympathy and understanding 11 Mastery of detail 12 Willingness to assume full responsibility for ones decisions 13 Full co-operation with others 14 Leaders are PASSIONATE people who live with great enthusiasm
15 Great leaders have great INTEGRITY
By Craig Lock
Leadership Skills Senior Studies ndash Store Management
Course 3
Bachelors Program- Store Management Course 3 - Leadership Skills
Garlic Jimrsquos University of Pizzaology Copyright 2015 GJ Franchise Systems Inc
Confidential Page 9 12-2-2015
Practical Examples of Leadership in the Stores We have all been in situations that require great skill and knowledge about not only our day-to-day procedures and practices but also how to deal with difficult customers It is crucial that we learn how our reactions and decisive decision-making help define our leadership skills Also we must allow our decision-making techniques to be passed on to our store management team Do not operate on the belief that you can be there at every sign of confusion or conflict One of the most powerful aspects of leadership is the art of delegation You must allow your management staff to take on difficult situations and learn how to work through them It is best to take into account the real life examples that exist in our stores everyday that you can use to coach your crew members A few of these scenarios are listed below to give you an idea of how good leadership brings the best results
Scenario 1
A customer comes in to pick up 5 pizzas that were requested to be ready for 530 pm She had called the previous day to give the store plenty of lead time Unfortunately when the CSR turns to check the hot rack she doesnrsquot find any pizzas matching the customerrsquos order The CSR alerts the manager to the problem and they scramble through the POS to see if the order exists ndash but nothing can be found The manager and customer become frustrated and it appears the customerrsquos pizzas were not made The customer responds that she really needs to get back to her house as she is having a surprise party for her daughter who is scheduled to arrive at 600 pm
What is the best leadership action for this specific situation
Leadership Skills Senior Studies ndash Store Management
Course 3
Bachelors Program- Store Management Course 3 - Leadership Skills
Garlic Jimrsquos University of Pizzaology Copyright 2015 GJ Franchise Systems Inc
Confidential Page 10 12-2-2015
The best solution is for the manager to immediately make the order for the customer and not charge her for it since it was not her fault Then he should take down the address of the party and deliver the pizzas in time for the daughterrsquos arrival at 600 pm If this is feasible the day will be saved and the customer will be home for the surprise If the delivery doesnrsquot arrive before 6 pm it will get there soon after and at least the customer will be able to be home in time for the surprise
Scenario 2
A delivery driver takes an order to the customerrsquos door Upon reading the order back to the customer they both discover that the wrong 2-liter of soda was rung up on the receipt The driver is now presented with the reality that heshe has brought the wrong soda and that the store is 5 miles away
What is the best leadership action for this specific situation
The best plan of action is for the driver to let the customer keep the incorrect soda while he leaves to find the nearest convenience store to purchase the correct 2 liter of soda It is also best practice to not collect the money for the order until the order has been 100 correctly filled
Practical Examples of Leadership in your Store Community Your leadership impact must not limit itself to the area within the four walls of your store You must be a leader in the community in which your store is located Getting involved with many different kinds of organizations will help bring your products and services to hundreds or even thousands of people who are all potential lifelong customers Take action to make yourself known in the community by visiting all of the following but donrsquot limit your options to just the groups listed
Apartment Complexes Condominiums or Housing Community Representatives Local Real Estate Companies Elementary Schools Middle Schools High Schools Trade Schools Community Colleges Four Year Colleges amp Universities Church groups Community leadership groups Chamber of Commerce
Leadership Skills Senior Studies ndash Store Management
Course 3
Bachelors Program- Store Management Course 3 - Leadership Skills
Garlic Jimrsquos University of Pizzaology Copyright 2015 GJ Franchise Systems Inc
Confidential Page 11 12-2-2015
Business Associations City Council organizations Individual local business owners
It is just as important to develop relationships with your community leaders as it is with your valued customer base because they are often comprised of the same people The most positive marketing you can have is great word of mouth because all it costs you is the expense of operating a great business model every day Here are some practical examples of what our founding franchisees have done to create a great sense of community leadership
Example 1
A Garlic Jimrsquos franchisee took advantage of the local street fair that was held near his store He negotiated a spot with fair officials to give out samples to all the potential customers who would be attending the three day event He even bought a ldquoFree Spinrdquo wheel that anyone could spin for a chance to win certificates for free pizzas and other side items on their next visit to his store It was a huge success Still to this day he gets customers stopping by to pick up their order who mention that the first time they tried his pizza was at the local street fair Mission accomplished
Example 2
Another Garlic Jimrsquos franchisee used our school marketing materials to set up
a ldquoDough Dollar Nightrdquo at a local elementary school On the first night he had 57 orders from this school The school received $17100 toward their fundraising goals and this franchisee received a commitment from the school to continue ldquoDough Dollar Nightsrdquo once a week for the entire school year
Example 3
Another Garlic Jimrsquos franchisee used the corporate screening of a Hollywood movie that Garlic Jimrsquos was promoting to increase community presence and goodwill in his trade area He took the extra tickets offered by the Garlic Jimrsquos Marketing Department and contacted several local elementary schools He offered tickets to the principals as classroom incentives and also as gifts to low income children who might not be able to attend the movie As an additional incentive he threw in a gift certificate for a pizza The principals were overwhelmed and excited to be able to offer this to underprivileged children in their schools and told the franchisee that several students in their schools had never been to a movie Goodwill abounds in this trade area
Leadership Skills Senior Studies ndash Store Management
Course 3
Bachelors Program- Store Management Course 3 - Leadership Skills
Garlic Jimrsquos University of Pizzaology Copyright 2015 GJ Franchise Systems Inc
Confidential Page 12 12-2-2015
Leadership Skills Test
Name _____________________ Date __________
1 Please describe your leadership style and explain how you feel that style will help your business grow
Leadership Skills Senior Studies ndash Store Management
Course 3
Bachelors Program- Store Management Course 3 - Leadership Skills
Garlic Jimrsquos University of Pizzaology Copyright 2015 GJ Franchise Systems Inc
Confidential Page 2 12-2-2015
Leadership Skills
Your leadership role as a franchise owner andor a store manager can be defined in one word
Coach
The dictionary has a simple definition for coach
The director and encourager of others
There have been many great coaches in our time who have left us with the wisdom and knowledge of how to inspire and teach others Almost always these lessons begin with the mastery of a specific craft and their ability to teach this craft to those they directly oversee In the pizza industry our coaching efforts are no different than those in other fields Your business success depends on the on-going coaching and teaching efforts of your store management team You must always be able to provide answers to the tough questions that your team members may encounter on a daily basis and be able to coach them through their struggles to learn Our industry depends on leaders to quickly correct any operational issues as they arise in order to maximize service to our valued customers True management team leaders must possess a great ldquoVisionrdquo for how the business must run and how the customers must be treated If you do not surround yourself with great learners and leaders it is only a matter of time before your ship begins to ldquotake on waterrdquo The following quote brings a coupling of the concepts of vision and action
ldquoVision without action is merely a dream Action without vision just passes the time Vision
with action can change the worldrdquo - Joel A Barker
Leadership Skills Senior Studies ndash Store Management
Course 3
Bachelors Program- Store Management Course 3 - Leadership Skills
Garlic Jimrsquos University of Pizzaology Copyright 2015 GJ Franchise Systems Inc
Confidential Page 3 12-2-2015
Learned Skills
Defining your Leadership Style 15 Inspiring Qualities of Leadership Practical Examples of Leadership in Our Stores Practical Examples of Leadership in Our Communities
Defining your Leadership Style
Using the correct leadership style for your situation
If you take a look back in our history there are as many leadership styles as there are leaders Fortunately business people and psychologists have developed useful shorthand ways of describing the main leadership styles that can help aspiring leaders to understand and adapt their own styles and leadership impact Whether you are managing a team at work captaining your sports team or leading a major corporation your leadership style is crucial to your success Consciously or subconsciously you will no doubt use some of the leadership styles featured at least some of the time Understanding these leadership styles and their impact can help you develop and adapt your own leadership style and so help you become a more effective leader
Understanding Leadership Styles
This chapter will help you to understand ten of the most frequently talked-about leadership styles some good and some bad
Leadership Skills Senior Studies ndash Store Management
Course 3
Bachelors Program- Store Management Course 3 - Leadership Skills
Garlic Jimrsquos University of Pizzaology Copyright 2015 GJ Franchise Systems Inc
Confidential Page 4 12-2-2015
These ten leadership styles are
Autocratic Bureaucratic Charismatic Democratic or Participative Laissez-faire People-oriented or Relations-oriented Servant Task-oriented Transactional Transformational
Autocratic Leadership
Autocratic leadership is an extreme form of transactional leadership where the leader has absolute power over his or her employees or team Employees and team members have little opportunity for making suggestions even if these would be in the team or organizationrsquos best interest Most people tend to resent being treated like this Because of this autocratic leadership usually leads to high levels of absenteeism and staff turnover For some routine and unskilled jobs the style can remain effective where the advantages of control outweigh the disadvantages
Bureaucratic Leadership
Bureaucratic leaders work ldquoby the bookrdquo ensuring that their staff follows procedures exactly This is a very appropriate style for work involving serious safety risks (such as working with machinery with toxic substances or heights) or where large sums of money are involved (such as cash-handling)
Charismatic Leadership
A charismatic leadership style can appear similar to a transformational leadership style in that the leader injects huge doses of enthusiasm into his or her team and is very energetic in driving others forward However a charismatic leader tends to believe more in him or her than in their team This can create a risk that a project or even an entire organization might collapse if the leader were to leave In the eyes of their followers success is tied up with the presence of the charismatic leader As such charismatic leadership carries great responsibility and needs long-term commitment from the leader
Leadership Skills Senior Studies ndash Store Management
Course 3
Bachelors Program- Store Management Course 3 - Leadership Skills
Garlic Jimrsquos University of Pizzaology Copyright 2015 GJ Franchise Systems Inc
Confidential Page 5 12-2-2015
Democratic Leadership or Participative Leadership
Although a democratic leader will make the final decision he or she invites other members of the team to contribute to the decision-making process This not only increases job satisfaction by involving employees or team members in whatrsquos going on but also helps to develop peoplersquos skills Employees and team members feel in control of their own destiny such as the promotion they desire and so are motivated to work hard by more than just a financial reward As participation takes time this approach can lead to things happening more slowly but often the end result is better This approach can be most suitable where team work is essential and quality is more important than speed to market or productivity
Laissez-faire Leadership
This French phrase means ldquoleave it berdquo and is used to describe a leader who leaves his or her colleagues to get on with their work It can be effective if the leader monitors what is being achieved and communicates this back to his or her team regularly Most often laissez-faire leadership works for teams in which the individuals are very experienced and skilled self-starters Unfortunately it can also refer to situations where managers are not exerting sufficient control
People-Oriented Leadership or Relations-Oriented Leadership
This style of leadership is the opposite of task-oriented leadership In this style the leader is totally focused on organizing supporting and developing the people in his team It is a participative style and tends to lead to good teamwork and creative collaboration
In practice many leaders use both task-oriented and people-oriented styles of leadership
Servant Leadership
This term coined by Robert Greenleaf in the 1970rsquos describes a leader who is often not formally recognized as such When someone at any level within an organization leads simply by virtue of meeting the needs of his or her team he or she is described as a ldquoservant leaderrdquo In many ways servant leadership is a form of democratic leadership as the whole team tends to be involved in decision-making Supporters of the servant leadership model suggest it is an important way to get ahead in a world where values are increasingly important and in which servant leaders achieve power on the basis of their values and ideals Others believe that in competitive leadership situations people practicing servant leadership will often find themselves left behind by people using other leadership styles
Leadership Skills Senior Studies ndash Store Management
Course 3
Bachelors Program- Store Management Course 3 - Leadership Skills
Garlic Jimrsquos University of Pizzaology Copyright 2015 GJ Franchise Systems Inc
Confidential Page 6 12-2-2015
Task-Oriented Leadership
A highly task-oriented leader focuses only on getting the job done and can be quite autocratic He or she will actively define the work and the roles required put structures in place plan organize and monitor However as task-oriented leaders spare little thought for the well-being of their teams this approach can suffer many of the flaws of autocratic leadership with difficulties in motivating and retaining staff
Transactional Leadership
This style of leadership starts with the idea that team members agree to obey their leader totally when they take on a job The ldquotransactionrdquo is that the organization pays the team members in return for their effort and compliance You have a right to ldquopunishrdquo the team members if their work doesnrsquot meet the pre-determined standard Team members can do little to improve their job satisfaction under transactional leadership The leader could give team members some control of their income by using incentives that encourage even higher standards or greater productivity Alternatively a transactional leader could practice ldquomanagement by exceptionrdquo whereby rather than rewarding better work he or she would take corrective action if the required standards were not met Transactional leadership is really just a way of managing rather a true leadership style as the focus is on short-term tasks It has serious limitations for knowledge-based or creative work but remains a common style in many organizations
Transformational Leadership
A person with this leadership style is a true leader who inspires his or her team constantly with a shared vision of the future Transformational leaders are highly visible and spend a lot of time communicating They donrsquot necessarily lead from the front as they tend to delegate responsibility amongst their team While their enthusiasm is often infectious they generally need to be supported by ldquodetails peoplerdquo
In many organizations both transactional and transformational leadership are needed The transactional leaders (or managers) ensure that routine work is done reliably while the transformational leaders look after initiatives that add value The transformational leadership style is the dominant leadership style to use although we do recommend that other styles are used as the situation demands
Leadership Skills Senior Studies ndash Store Management
Course 3
Bachelors Program- Store Management Course 3 - Leadership Skills
Garlic Jimrsquos University of Pizzaology Copyright 2015 GJ Franchise Systems Inc
Confidential Page 7 12-2-2015
Using the Right Style ndash Situational Leadership
While the Transformation Leadership approach is often highly effective there is no one right way to lead or manage that suits all situations To choose the most effective approach you must consider
The skill levels and experience of your team The work involved (routine or new and creative) The organizational environment (stable or radically changing conservative
or adventurous) Your own preferred or natural style
A good leader will find him or herself switching instinctively between styles according to the people and work they are dealing with This is often referred to as ldquosituational leadershiprdquo For example the manager of a small factory trains new machine operatives using a bureaucratic style to ensure operatives know the procedures that achieve the right standards of product quality and workplace safety The same manager may adopt a more participative style of leadership when working on production line improvement with his or her team of supervisors
Adapted from an article on wwwmindtoolscom
Leadership Skills Senior Studies ndash Store Management
Course 3
Bachelors Program- Store Management Course 3 - Leadership Skills
Garlic Jimrsquos University of Pizzaology Copyright 2015 GJ Franchise Systems Inc
Confidential Page 8 12-2-2015
15 Inspiring Qualities of Leadership
Are you a leader of men and women At least do you believe that you have leadership potential Do you WANT to be a leader or a follower If you want to be a great leader of men and women here are a few thoughts on the qualities needed
To be a leader first you must really WANT to lead A great DESIRE is the key You must be hungry for the position and pursue leadership with great determination - with all the means at your disposal That is using all your powers qualities and potential With a strong DESIRE you will succeed as long as you have the following personal leadership qualities
1 Courage 2 Self-Control 3 Justice (and fairness) towards others 4 Definiteness of decisions 5 Clear vision of the future they wish to CREATE 6 Grand sense of PURPOSE and put it into ACTION 7 Leaders are BELIEVERS 8 Leaders have a habit of doing more than they are paid for 9 A pleasing personality - people genuinely LIKE the people they follow 10 They possess empathy sympathy and understanding 11 Mastery of detail 12 Willingness to assume full responsibility for ones decisions 13 Full co-operation with others 14 Leaders are PASSIONATE people who live with great enthusiasm
15 Great leaders have great INTEGRITY
By Craig Lock
Leadership Skills Senior Studies ndash Store Management
Course 3
Bachelors Program- Store Management Course 3 - Leadership Skills
Garlic Jimrsquos University of Pizzaology Copyright 2015 GJ Franchise Systems Inc
Confidential Page 9 12-2-2015
Practical Examples of Leadership in the Stores We have all been in situations that require great skill and knowledge about not only our day-to-day procedures and practices but also how to deal with difficult customers It is crucial that we learn how our reactions and decisive decision-making help define our leadership skills Also we must allow our decision-making techniques to be passed on to our store management team Do not operate on the belief that you can be there at every sign of confusion or conflict One of the most powerful aspects of leadership is the art of delegation You must allow your management staff to take on difficult situations and learn how to work through them It is best to take into account the real life examples that exist in our stores everyday that you can use to coach your crew members A few of these scenarios are listed below to give you an idea of how good leadership brings the best results
Scenario 1
A customer comes in to pick up 5 pizzas that were requested to be ready for 530 pm She had called the previous day to give the store plenty of lead time Unfortunately when the CSR turns to check the hot rack she doesnrsquot find any pizzas matching the customerrsquos order The CSR alerts the manager to the problem and they scramble through the POS to see if the order exists ndash but nothing can be found The manager and customer become frustrated and it appears the customerrsquos pizzas were not made The customer responds that she really needs to get back to her house as she is having a surprise party for her daughter who is scheduled to arrive at 600 pm
What is the best leadership action for this specific situation
Leadership Skills Senior Studies ndash Store Management
Course 3
Bachelors Program- Store Management Course 3 - Leadership Skills
Garlic Jimrsquos University of Pizzaology Copyright 2015 GJ Franchise Systems Inc
Confidential Page 10 12-2-2015
The best solution is for the manager to immediately make the order for the customer and not charge her for it since it was not her fault Then he should take down the address of the party and deliver the pizzas in time for the daughterrsquos arrival at 600 pm If this is feasible the day will be saved and the customer will be home for the surprise If the delivery doesnrsquot arrive before 6 pm it will get there soon after and at least the customer will be able to be home in time for the surprise
Scenario 2
A delivery driver takes an order to the customerrsquos door Upon reading the order back to the customer they both discover that the wrong 2-liter of soda was rung up on the receipt The driver is now presented with the reality that heshe has brought the wrong soda and that the store is 5 miles away
What is the best leadership action for this specific situation
The best plan of action is for the driver to let the customer keep the incorrect soda while he leaves to find the nearest convenience store to purchase the correct 2 liter of soda It is also best practice to not collect the money for the order until the order has been 100 correctly filled
Practical Examples of Leadership in your Store Community Your leadership impact must not limit itself to the area within the four walls of your store You must be a leader in the community in which your store is located Getting involved with many different kinds of organizations will help bring your products and services to hundreds or even thousands of people who are all potential lifelong customers Take action to make yourself known in the community by visiting all of the following but donrsquot limit your options to just the groups listed
Apartment Complexes Condominiums or Housing Community Representatives Local Real Estate Companies Elementary Schools Middle Schools High Schools Trade Schools Community Colleges Four Year Colleges amp Universities Church groups Community leadership groups Chamber of Commerce
Leadership Skills Senior Studies ndash Store Management
Course 3
Bachelors Program- Store Management Course 3 - Leadership Skills
Garlic Jimrsquos University of Pizzaology Copyright 2015 GJ Franchise Systems Inc
Confidential Page 11 12-2-2015
Business Associations City Council organizations Individual local business owners
It is just as important to develop relationships with your community leaders as it is with your valued customer base because they are often comprised of the same people The most positive marketing you can have is great word of mouth because all it costs you is the expense of operating a great business model every day Here are some practical examples of what our founding franchisees have done to create a great sense of community leadership
Example 1
A Garlic Jimrsquos franchisee took advantage of the local street fair that was held near his store He negotiated a spot with fair officials to give out samples to all the potential customers who would be attending the three day event He even bought a ldquoFree Spinrdquo wheel that anyone could spin for a chance to win certificates for free pizzas and other side items on their next visit to his store It was a huge success Still to this day he gets customers stopping by to pick up their order who mention that the first time they tried his pizza was at the local street fair Mission accomplished
Example 2
Another Garlic Jimrsquos franchisee used our school marketing materials to set up
a ldquoDough Dollar Nightrdquo at a local elementary school On the first night he had 57 orders from this school The school received $17100 toward their fundraising goals and this franchisee received a commitment from the school to continue ldquoDough Dollar Nightsrdquo once a week for the entire school year
Example 3
Another Garlic Jimrsquos franchisee used the corporate screening of a Hollywood movie that Garlic Jimrsquos was promoting to increase community presence and goodwill in his trade area He took the extra tickets offered by the Garlic Jimrsquos Marketing Department and contacted several local elementary schools He offered tickets to the principals as classroom incentives and also as gifts to low income children who might not be able to attend the movie As an additional incentive he threw in a gift certificate for a pizza The principals were overwhelmed and excited to be able to offer this to underprivileged children in their schools and told the franchisee that several students in their schools had never been to a movie Goodwill abounds in this trade area
Leadership Skills Senior Studies ndash Store Management
Course 3
Bachelors Program- Store Management Course 3 - Leadership Skills
Garlic Jimrsquos University of Pizzaology Copyright 2015 GJ Franchise Systems Inc
Confidential Page 12 12-2-2015
Leadership Skills Test
Name _____________________ Date __________
1 Please describe your leadership style and explain how you feel that style will help your business grow
Leadership Skills Senior Studies ndash Store Management
Course 3
Bachelors Program- Store Management Course 3 - Leadership Skills
Garlic Jimrsquos University of Pizzaology Copyright 2015 GJ Franchise Systems Inc
Confidential Page 3 12-2-2015
Learned Skills
Defining your Leadership Style 15 Inspiring Qualities of Leadership Practical Examples of Leadership in Our Stores Practical Examples of Leadership in Our Communities
Defining your Leadership Style
Using the correct leadership style for your situation
If you take a look back in our history there are as many leadership styles as there are leaders Fortunately business people and psychologists have developed useful shorthand ways of describing the main leadership styles that can help aspiring leaders to understand and adapt their own styles and leadership impact Whether you are managing a team at work captaining your sports team or leading a major corporation your leadership style is crucial to your success Consciously or subconsciously you will no doubt use some of the leadership styles featured at least some of the time Understanding these leadership styles and their impact can help you develop and adapt your own leadership style and so help you become a more effective leader
Understanding Leadership Styles
This chapter will help you to understand ten of the most frequently talked-about leadership styles some good and some bad
Leadership Skills Senior Studies ndash Store Management
Course 3
Bachelors Program- Store Management Course 3 - Leadership Skills
Garlic Jimrsquos University of Pizzaology Copyright 2015 GJ Franchise Systems Inc
Confidential Page 4 12-2-2015
These ten leadership styles are
Autocratic Bureaucratic Charismatic Democratic or Participative Laissez-faire People-oriented or Relations-oriented Servant Task-oriented Transactional Transformational
Autocratic Leadership
Autocratic leadership is an extreme form of transactional leadership where the leader has absolute power over his or her employees or team Employees and team members have little opportunity for making suggestions even if these would be in the team or organizationrsquos best interest Most people tend to resent being treated like this Because of this autocratic leadership usually leads to high levels of absenteeism and staff turnover For some routine and unskilled jobs the style can remain effective where the advantages of control outweigh the disadvantages
Bureaucratic Leadership
Bureaucratic leaders work ldquoby the bookrdquo ensuring that their staff follows procedures exactly This is a very appropriate style for work involving serious safety risks (such as working with machinery with toxic substances or heights) or where large sums of money are involved (such as cash-handling)
Charismatic Leadership
A charismatic leadership style can appear similar to a transformational leadership style in that the leader injects huge doses of enthusiasm into his or her team and is very energetic in driving others forward However a charismatic leader tends to believe more in him or her than in their team This can create a risk that a project or even an entire organization might collapse if the leader were to leave In the eyes of their followers success is tied up with the presence of the charismatic leader As such charismatic leadership carries great responsibility and needs long-term commitment from the leader
Leadership Skills Senior Studies ndash Store Management
Course 3
Bachelors Program- Store Management Course 3 - Leadership Skills
Garlic Jimrsquos University of Pizzaology Copyright 2015 GJ Franchise Systems Inc
Confidential Page 5 12-2-2015
Democratic Leadership or Participative Leadership
Although a democratic leader will make the final decision he or she invites other members of the team to contribute to the decision-making process This not only increases job satisfaction by involving employees or team members in whatrsquos going on but also helps to develop peoplersquos skills Employees and team members feel in control of their own destiny such as the promotion they desire and so are motivated to work hard by more than just a financial reward As participation takes time this approach can lead to things happening more slowly but often the end result is better This approach can be most suitable where team work is essential and quality is more important than speed to market or productivity
Laissez-faire Leadership
This French phrase means ldquoleave it berdquo and is used to describe a leader who leaves his or her colleagues to get on with their work It can be effective if the leader monitors what is being achieved and communicates this back to his or her team regularly Most often laissez-faire leadership works for teams in which the individuals are very experienced and skilled self-starters Unfortunately it can also refer to situations where managers are not exerting sufficient control
People-Oriented Leadership or Relations-Oriented Leadership
This style of leadership is the opposite of task-oriented leadership In this style the leader is totally focused on organizing supporting and developing the people in his team It is a participative style and tends to lead to good teamwork and creative collaboration
In practice many leaders use both task-oriented and people-oriented styles of leadership
Servant Leadership
This term coined by Robert Greenleaf in the 1970rsquos describes a leader who is often not formally recognized as such When someone at any level within an organization leads simply by virtue of meeting the needs of his or her team he or she is described as a ldquoservant leaderrdquo In many ways servant leadership is a form of democratic leadership as the whole team tends to be involved in decision-making Supporters of the servant leadership model suggest it is an important way to get ahead in a world where values are increasingly important and in which servant leaders achieve power on the basis of their values and ideals Others believe that in competitive leadership situations people practicing servant leadership will often find themselves left behind by people using other leadership styles
Leadership Skills Senior Studies ndash Store Management
Course 3
Bachelors Program- Store Management Course 3 - Leadership Skills
Garlic Jimrsquos University of Pizzaology Copyright 2015 GJ Franchise Systems Inc
Confidential Page 6 12-2-2015
Task-Oriented Leadership
A highly task-oriented leader focuses only on getting the job done and can be quite autocratic He or she will actively define the work and the roles required put structures in place plan organize and monitor However as task-oriented leaders spare little thought for the well-being of their teams this approach can suffer many of the flaws of autocratic leadership with difficulties in motivating and retaining staff
Transactional Leadership
This style of leadership starts with the idea that team members agree to obey their leader totally when they take on a job The ldquotransactionrdquo is that the organization pays the team members in return for their effort and compliance You have a right to ldquopunishrdquo the team members if their work doesnrsquot meet the pre-determined standard Team members can do little to improve their job satisfaction under transactional leadership The leader could give team members some control of their income by using incentives that encourage even higher standards or greater productivity Alternatively a transactional leader could practice ldquomanagement by exceptionrdquo whereby rather than rewarding better work he or she would take corrective action if the required standards were not met Transactional leadership is really just a way of managing rather a true leadership style as the focus is on short-term tasks It has serious limitations for knowledge-based or creative work but remains a common style in many organizations
Transformational Leadership
A person with this leadership style is a true leader who inspires his or her team constantly with a shared vision of the future Transformational leaders are highly visible and spend a lot of time communicating They donrsquot necessarily lead from the front as they tend to delegate responsibility amongst their team While their enthusiasm is often infectious they generally need to be supported by ldquodetails peoplerdquo
In many organizations both transactional and transformational leadership are needed The transactional leaders (or managers) ensure that routine work is done reliably while the transformational leaders look after initiatives that add value The transformational leadership style is the dominant leadership style to use although we do recommend that other styles are used as the situation demands
Leadership Skills Senior Studies ndash Store Management
Course 3
Bachelors Program- Store Management Course 3 - Leadership Skills
Garlic Jimrsquos University of Pizzaology Copyright 2015 GJ Franchise Systems Inc
Confidential Page 7 12-2-2015
Using the Right Style ndash Situational Leadership
While the Transformation Leadership approach is often highly effective there is no one right way to lead or manage that suits all situations To choose the most effective approach you must consider
The skill levels and experience of your team The work involved (routine or new and creative) The organizational environment (stable or radically changing conservative
or adventurous) Your own preferred or natural style
A good leader will find him or herself switching instinctively between styles according to the people and work they are dealing with This is often referred to as ldquosituational leadershiprdquo For example the manager of a small factory trains new machine operatives using a bureaucratic style to ensure operatives know the procedures that achieve the right standards of product quality and workplace safety The same manager may adopt a more participative style of leadership when working on production line improvement with his or her team of supervisors
Adapted from an article on wwwmindtoolscom
Leadership Skills Senior Studies ndash Store Management
Course 3
Bachelors Program- Store Management Course 3 - Leadership Skills
Garlic Jimrsquos University of Pizzaology Copyright 2015 GJ Franchise Systems Inc
Confidential Page 8 12-2-2015
15 Inspiring Qualities of Leadership
Are you a leader of men and women At least do you believe that you have leadership potential Do you WANT to be a leader or a follower If you want to be a great leader of men and women here are a few thoughts on the qualities needed
To be a leader first you must really WANT to lead A great DESIRE is the key You must be hungry for the position and pursue leadership with great determination - with all the means at your disposal That is using all your powers qualities and potential With a strong DESIRE you will succeed as long as you have the following personal leadership qualities
1 Courage 2 Self-Control 3 Justice (and fairness) towards others 4 Definiteness of decisions 5 Clear vision of the future they wish to CREATE 6 Grand sense of PURPOSE and put it into ACTION 7 Leaders are BELIEVERS 8 Leaders have a habit of doing more than they are paid for 9 A pleasing personality - people genuinely LIKE the people they follow 10 They possess empathy sympathy and understanding 11 Mastery of detail 12 Willingness to assume full responsibility for ones decisions 13 Full co-operation with others 14 Leaders are PASSIONATE people who live with great enthusiasm
15 Great leaders have great INTEGRITY
By Craig Lock
Leadership Skills Senior Studies ndash Store Management
Course 3
Bachelors Program- Store Management Course 3 - Leadership Skills
Garlic Jimrsquos University of Pizzaology Copyright 2015 GJ Franchise Systems Inc
Confidential Page 9 12-2-2015
Practical Examples of Leadership in the Stores We have all been in situations that require great skill and knowledge about not only our day-to-day procedures and practices but also how to deal with difficult customers It is crucial that we learn how our reactions and decisive decision-making help define our leadership skills Also we must allow our decision-making techniques to be passed on to our store management team Do not operate on the belief that you can be there at every sign of confusion or conflict One of the most powerful aspects of leadership is the art of delegation You must allow your management staff to take on difficult situations and learn how to work through them It is best to take into account the real life examples that exist in our stores everyday that you can use to coach your crew members A few of these scenarios are listed below to give you an idea of how good leadership brings the best results
Scenario 1
A customer comes in to pick up 5 pizzas that were requested to be ready for 530 pm She had called the previous day to give the store plenty of lead time Unfortunately when the CSR turns to check the hot rack she doesnrsquot find any pizzas matching the customerrsquos order The CSR alerts the manager to the problem and they scramble through the POS to see if the order exists ndash but nothing can be found The manager and customer become frustrated and it appears the customerrsquos pizzas were not made The customer responds that she really needs to get back to her house as she is having a surprise party for her daughter who is scheduled to arrive at 600 pm
What is the best leadership action for this specific situation
Leadership Skills Senior Studies ndash Store Management
Course 3
Bachelors Program- Store Management Course 3 - Leadership Skills
Garlic Jimrsquos University of Pizzaology Copyright 2015 GJ Franchise Systems Inc
Confidential Page 10 12-2-2015
The best solution is for the manager to immediately make the order for the customer and not charge her for it since it was not her fault Then he should take down the address of the party and deliver the pizzas in time for the daughterrsquos arrival at 600 pm If this is feasible the day will be saved and the customer will be home for the surprise If the delivery doesnrsquot arrive before 6 pm it will get there soon after and at least the customer will be able to be home in time for the surprise
Scenario 2
A delivery driver takes an order to the customerrsquos door Upon reading the order back to the customer they both discover that the wrong 2-liter of soda was rung up on the receipt The driver is now presented with the reality that heshe has brought the wrong soda and that the store is 5 miles away
What is the best leadership action for this specific situation
The best plan of action is for the driver to let the customer keep the incorrect soda while he leaves to find the nearest convenience store to purchase the correct 2 liter of soda It is also best practice to not collect the money for the order until the order has been 100 correctly filled
Practical Examples of Leadership in your Store Community Your leadership impact must not limit itself to the area within the four walls of your store You must be a leader in the community in which your store is located Getting involved with many different kinds of organizations will help bring your products and services to hundreds or even thousands of people who are all potential lifelong customers Take action to make yourself known in the community by visiting all of the following but donrsquot limit your options to just the groups listed
Apartment Complexes Condominiums or Housing Community Representatives Local Real Estate Companies Elementary Schools Middle Schools High Schools Trade Schools Community Colleges Four Year Colleges amp Universities Church groups Community leadership groups Chamber of Commerce
Leadership Skills Senior Studies ndash Store Management
Course 3
Bachelors Program- Store Management Course 3 - Leadership Skills
Garlic Jimrsquos University of Pizzaology Copyright 2015 GJ Franchise Systems Inc
Confidential Page 11 12-2-2015
Business Associations City Council organizations Individual local business owners
It is just as important to develop relationships with your community leaders as it is with your valued customer base because they are often comprised of the same people The most positive marketing you can have is great word of mouth because all it costs you is the expense of operating a great business model every day Here are some practical examples of what our founding franchisees have done to create a great sense of community leadership
Example 1
A Garlic Jimrsquos franchisee took advantage of the local street fair that was held near his store He negotiated a spot with fair officials to give out samples to all the potential customers who would be attending the three day event He even bought a ldquoFree Spinrdquo wheel that anyone could spin for a chance to win certificates for free pizzas and other side items on their next visit to his store It was a huge success Still to this day he gets customers stopping by to pick up their order who mention that the first time they tried his pizza was at the local street fair Mission accomplished
Example 2
Another Garlic Jimrsquos franchisee used our school marketing materials to set up
a ldquoDough Dollar Nightrdquo at a local elementary school On the first night he had 57 orders from this school The school received $17100 toward their fundraising goals and this franchisee received a commitment from the school to continue ldquoDough Dollar Nightsrdquo once a week for the entire school year
Example 3
Another Garlic Jimrsquos franchisee used the corporate screening of a Hollywood movie that Garlic Jimrsquos was promoting to increase community presence and goodwill in his trade area He took the extra tickets offered by the Garlic Jimrsquos Marketing Department and contacted several local elementary schools He offered tickets to the principals as classroom incentives and also as gifts to low income children who might not be able to attend the movie As an additional incentive he threw in a gift certificate for a pizza The principals were overwhelmed and excited to be able to offer this to underprivileged children in their schools and told the franchisee that several students in their schools had never been to a movie Goodwill abounds in this trade area
Leadership Skills Senior Studies ndash Store Management
Course 3
Bachelors Program- Store Management Course 3 - Leadership Skills
Garlic Jimrsquos University of Pizzaology Copyright 2015 GJ Franchise Systems Inc
Confidential Page 12 12-2-2015
Leadership Skills Test
Name _____________________ Date __________
1 Please describe your leadership style and explain how you feel that style will help your business grow
Leadership Skills Senior Studies ndash Store Management
Course 3
Bachelors Program- Store Management Course 3 - Leadership Skills
Garlic Jimrsquos University of Pizzaology Copyright 2015 GJ Franchise Systems Inc
Confidential Page 4 12-2-2015
These ten leadership styles are
Autocratic Bureaucratic Charismatic Democratic or Participative Laissez-faire People-oriented or Relations-oriented Servant Task-oriented Transactional Transformational
Autocratic Leadership
Autocratic leadership is an extreme form of transactional leadership where the leader has absolute power over his or her employees or team Employees and team members have little opportunity for making suggestions even if these would be in the team or organizationrsquos best interest Most people tend to resent being treated like this Because of this autocratic leadership usually leads to high levels of absenteeism and staff turnover For some routine and unskilled jobs the style can remain effective where the advantages of control outweigh the disadvantages
Bureaucratic Leadership
Bureaucratic leaders work ldquoby the bookrdquo ensuring that their staff follows procedures exactly This is a very appropriate style for work involving serious safety risks (such as working with machinery with toxic substances or heights) or where large sums of money are involved (such as cash-handling)
Charismatic Leadership
A charismatic leadership style can appear similar to a transformational leadership style in that the leader injects huge doses of enthusiasm into his or her team and is very energetic in driving others forward However a charismatic leader tends to believe more in him or her than in their team This can create a risk that a project or even an entire organization might collapse if the leader were to leave In the eyes of their followers success is tied up with the presence of the charismatic leader As such charismatic leadership carries great responsibility and needs long-term commitment from the leader
Leadership Skills Senior Studies ndash Store Management
Course 3
Bachelors Program- Store Management Course 3 - Leadership Skills
Garlic Jimrsquos University of Pizzaology Copyright 2015 GJ Franchise Systems Inc
Confidential Page 5 12-2-2015
Democratic Leadership or Participative Leadership
Although a democratic leader will make the final decision he or she invites other members of the team to contribute to the decision-making process This not only increases job satisfaction by involving employees or team members in whatrsquos going on but also helps to develop peoplersquos skills Employees and team members feel in control of their own destiny such as the promotion they desire and so are motivated to work hard by more than just a financial reward As participation takes time this approach can lead to things happening more slowly but often the end result is better This approach can be most suitable where team work is essential and quality is more important than speed to market or productivity
Laissez-faire Leadership
This French phrase means ldquoleave it berdquo and is used to describe a leader who leaves his or her colleagues to get on with their work It can be effective if the leader monitors what is being achieved and communicates this back to his or her team regularly Most often laissez-faire leadership works for teams in which the individuals are very experienced and skilled self-starters Unfortunately it can also refer to situations where managers are not exerting sufficient control
People-Oriented Leadership or Relations-Oriented Leadership
This style of leadership is the opposite of task-oriented leadership In this style the leader is totally focused on organizing supporting and developing the people in his team It is a participative style and tends to lead to good teamwork and creative collaboration
In practice many leaders use both task-oriented and people-oriented styles of leadership
Servant Leadership
This term coined by Robert Greenleaf in the 1970rsquos describes a leader who is often not formally recognized as such When someone at any level within an organization leads simply by virtue of meeting the needs of his or her team he or she is described as a ldquoservant leaderrdquo In many ways servant leadership is a form of democratic leadership as the whole team tends to be involved in decision-making Supporters of the servant leadership model suggest it is an important way to get ahead in a world where values are increasingly important and in which servant leaders achieve power on the basis of their values and ideals Others believe that in competitive leadership situations people practicing servant leadership will often find themselves left behind by people using other leadership styles
Leadership Skills Senior Studies ndash Store Management
Course 3
Bachelors Program- Store Management Course 3 - Leadership Skills
Garlic Jimrsquos University of Pizzaology Copyright 2015 GJ Franchise Systems Inc
Confidential Page 6 12-2-2015
Task-Oriented Leadership
A highly task-oriented leader focuses only on getting the job done and can be quite autocratic He or she will actively define the work and the roles required put structures in place plan organize and monitor However as task-oriented leaders spare little thought for the well-being of their teams this approach can suffer many of the flaws of autocratic leadership with difficulties in motivating and retaining staff
Transactional Leadership
This style of leadership starts with the idea that team members agree to obey their leader totally when they take on a job The ldquotransactionrdquo is that the organization pays the team members in return for their effort and compliance You have a right to ldquopunishrdquo the team members if their work doesnrsquot meet the pre-determined standard Team members can do little to improve their job satisfaction under transactional leadership The leader could give team members some control of their income by using incentives that encourage even higher standards or greater productivity Alternatively a transactional leader could practice ldquomanagement by exceptionrdquo whereby rather than rewarding better work he or she would take corrective action if the required standards were not met Transactional leadership is really just a way of managing rather a true leadership style as the focus is on short-term tasks It has serious limitations for knowledge-based or creative work but remains a common style in many organizations
Transformational Leadership
A person with this leadership style is a true leader who inspires his or her team constantly with a shared vision of the future Transformational leaders are highly visible and spend a lot of time communicating They donrsquot necessarily lead from the front as they tend to delegate responsibility amongst their team While their enthusiasm is often infectious they generally need to be supported by ldquodetails peoplerdquo
In many organizations both transactional and transformational leadership are needed The transactional leaders (or managers) ensure that routine work is done reliably while the transformational leaders look after initiatives that add value The transformational leadership style is the dominant leadership style to use although we do recommend that other styles are used as the situation demands
Leadership Skills Senior Studies ndash Store Management
Course 3
Bachelors Program- Store Management Course 3 - Leadership Skills
Garlic Jimrsquos University of Pizzaology Copyright 2015 GJ Franchise Systems Inc
Confidential Page 7 12-2-2015
Using the Right Style ndash Situational Leadership
While the Transformation Leadership approach is often highly effective there is no one right way to lead or manage that suits all situations To choose the most effective approach you must consider
The skill levels and experience of your team The work involved (routine or new and creative) The organizational environment (stable or radically changing conservative
or adventurous) Your own preferred or natural style
A good leader will find him or herself switching instinctively between styles according to the people and work they are dealing with This is often referred to as ldquosituational leadershiprdquo For example the manager of a small factory trains new machine operatives using a bureaucratic style to ensure operatives know the procedures that achieve the right standards of product quality and workplace safety The same manager may adopt a more participative style of leadership when working on production line improvement with his or her team of supervisors
Adapted from an article on wwwmindtoolscom
Leadership Skills Senior Studies ndash Store Management
Course 3
Bachelors Program- Store Management Course 3 - Leadership Skills
Garlic Jimrsquos University of Pizzaology Copyright 2015 GJ Franchise Systems Inc
Confidential Page 8 12-2-2015
15 Inspiring Qualities of Leadership
Are you a leader of men and women At least do you believe that you have leadership potential Do you WANT to be a leader or a follower If you want to be a great leader of men and women here are a few thoughts on the qualities needed
To be a leader first you must really WANT to lead A great DESIRE is the key You must be hungry for the position and pursue leadership with great determination - with all the means at your disposal That is using all your powers qualities and potential With a strong DESIRE you will succeed as long as you have the following personal leadership qualities
1 Courage 2 Self-Control 3 Justice (and fairness) towards others 4 Definiteness of decisions 5 Clear vision of the future they wish to CREATE 6 Grand sense of PURPOSE and put it into ACTION 7 Leaders are BELIEVERS 8 Leaders have a habit of doing more than they are paid for 9 A pleasing personality - people genuinely LIKE the people they follow 10 They possess empathy sympathy and understanding 11 Mastery of detail 12 Willingness to assume full responsibility for ones decisions 13 Full co-operation with others 14 Leaders are PASSIONATE people who live with great enthusiasm
15 Great leaders have great INTEGRITY
By Craig Lock
Leadership Skills Senior Studies ndash Store Management
Course 3
Bachelors Program- Store Management Course 3 - Leadership Skills
Garlic Jimrsquos University of Pizzaology Copyright 2015 GJ Franchise Systems Inc
Confidential Page 9 12-2-2015
Practical Examples of Leadership in the Stores We have all been in situations that require great skill and knowledge about not only our day-to-day procedures and practices but also how to deal with difficult customers It is crucial that we learn how our reactions and decisive decision-making help define our leadership skills Also we must allow our decision-making techniques to be passed on to our store management team Do not operate on the belief that you can be there at every sign of confusion or conflict One of the most powerful aspects of leadership is the art of delegation You must allow your management staff to take on difficult situations and learn how to work through them It is best to take into account the real life examples that exist in our stores everyday that you can use to coach your crew members A few of these scenarios are listed below to give you an idea of how good leadership brings the best results
Scenario 1
A customer comes in to pick up 5 pizzas that were requested to be ready for 530 pm She had called the previous day to give the store plenty of lead time Unfortunately when the CSR turns to check the hot rack she doesnrsquot find any pizzas matching the customerrsquos order The CSR alerts the manager to the problem and they scramble through the POS to see if the order exists ndash but nothing can be found The manager and customer become frustrated and it appears the customerrsquos pizzas were not made The customer responds that she really needs to get back to her house as she is having a surprise party for her daughter who is scheduled to arrive at 600 pm
What is the best leadership action for this specific situation
Leadership Skills Senior Studies ndash Store Management
Course 3
Bachelors Program- Store Management Course 3 - Leadership Skills
Garlic Jimrsquos University of Pizzaology Copyright 2015 GJ Franchise Systems Inc
Confidential Page 10 12-2-2015
The best solution is for the manager to immediately make the order for the customer and not charge her for it since it was not her fault Then he should take down the address of the party and deliver the pizzas in time for the daughterrsquos arrival at 600 pm If this is feasible the day will be saved and the customer will be home for the surprise If the delivery doesnrsquot arrive before 6 pm it will get there soon after and at least the customer will be able to be home in time for the surprise
Scenario 2
A delivery driver takes an order to the customerrsquos door Upon reading the order back to the customer they both discover that the wrong 2-liter of soda was rung up on the receipt The driver is now presented with the reality that heshe has brought the wrong soda and that the store is 5 miles away
What is the best leadership action for this specific situation
The best plan of action is for the driver to let the customer keep the incorrect soda while he leaves to find the nearest convenience store to purchase the correct 2 liter of soda It is also best practice to not collect the money for the order until the order has been 100 correctly filled
Practical Examples of Leadership in your Store Community Your leadership impact must not limit itself to the area within the four walls of your store You must be a leader in the community in which your store is located Getting involved with many different kinds of organizations will help bring your products and services to hundreds or even thousands of people who are all potential lifelong customers Take action to make yourself known in the community by visiting all of the following but donrsquot limit your options to just the groups listed
Apartment Complexes Condominiums or Housing Community Representatives Local Real Estate Companies Elementary Schools Middle Schools High Schools Trade Schools Community Colleges Four Year Colleges amp Universities Church groups Community leadership groups Chamber of Commerce
Leadership Skills Senior Studies ndash Store Management
Course 3
Bachelors Program- Store Management Course 3 - Leadership Skills
Garlic Jimrsquos University of Pizzaology Copyright 2015 GJ Franchise Systems Inc
Confidential Page 11 12-2-2015
Business Associations City Council organizations Individual local business owners
It is just as important to develop relationships with your community leaders as it is with your valued customer base because they are often comprised of the same people The most positive marketing you can have is great word of mouth because all it costs you is the expense of operating a great business model every day Here are some practical examples of what our founding franchisees have done to create a great sense of community leadership
Example 1
A Garlic Jimrsquos franchisee took advantage of the local street fair that was held near his store He negotiated a spot with fair officials to give out samples to all the potential customers who would be attending the three day event He even bought a ldquoFree Spinrdquo wheel that anyone could spin for a chance to win certificates for free pizzas and other side items on their next visit to his store It was a huge success Still to this day he gets customers stopping by to pick up their order who mention that the first time they tried his pizza was at the local street fair Mission accomplished
Example 2
Another Garlic Jimrsquos franchisee used our school marketing materials to set up
a ldquoDough Dollar Nightrdquo at a local elementary school On the first night he had 57 orders from this school The school received $17100 toward their fundraising goals and this franchisee received a commitment from the school to continue ldquoDough Dollar Nightsrdquo once a week for the entire school year
Example 3
Another Garlic Jimrsquos franchisee used the corporate screening of a Hollywood movie that Garlic Jimrsquos was promoting to increase community presence and goodwill in his trade area He took the extra tickets offered by the Garlic Jimrsquos Marketing Department and contacted several local elementary schools He offered tickets to the principals as classroom incentives and also as gifts to low income children who might not be able to attend the movie As an additional incentive he threw in a gift certificate for a pizza The principals were overwhelmed and excited to be able to offer this to underprivileged children in their schools and told the franchisee that several students in their schools had never been to a movie Goodwill abounds in this trade area
Leadership Skills Senior Studies ndash Store Management
Course 3
Bachelors Program- Store Management Course 3 - Leadership Skills
Garlic Jimrsquos University of Pizzaology Copyright 2015 GJ Franchise Systems Inc
Confidential Page 12 12-2-2015
Leadership Skills Test
Name _____________________ Date __________
1 Please describe your leadership style and explain how you feel that style will help your business grow
Leadership Skills Senior Studies ndash Store Management
Course 3
Bachelors Program- Store Management Course 3 - Leadership Skills
Garlic Jimrsquos University of Pizzaology Copyright 2015 GJ Franchise Systems Inc
Confidential Page 5 12-2-2015
Democratic Leadership or Participative Leadership
Although a democratic leader will make the final decision he or she invites other members of the team to contribute to the decision-making process This not only increases job satisfaction by involving employees or team members in whatrsquos going on but also helps to develop peoplersquos skills Employees and team members feel in control of their own destiny such as the promotion they desire and so are motivated to work hard by more than just a financial reward As participation takes time this approach can lead to things happening more slowly but often the end result is better This approach can be most suitable where team work is essential and quality is more important than speed to market or productivity
Laissez-faire Leadership
This French phrase means ldquoleave it berdquo and is used to describe a leader who leaves his or her colleagues to get on with their work It can be effective if the leader monitors what is being achieved and communicates this back to his or her team regularly Most often laissez-faire leadership works for teams in which the individuals are very experienced and skilled self-starters Unfortunately it can also refer to situations where managers are not exerting sufficient control
People-Oriented Leadership or Relations-Oriented Leadership
This style of leadership is the opposite of task-oriented leadership In this style the leader is totally focused on organizing supporting and developing the people in his team It is a participative style and tends to lead to good teamwork and creative collaboration
In practice many leaders use both task-oriented and people-oriented styles of leadership
Servant Leadership
This term coined by Robert Greenleaf in the 1970rsquos describes a leader who is often not formally recognized as such When someone at any level within an organization leads simply by virtue of meeting the needs of his or her team he or she is described as a ldquoservant leaderrdquo In many ways servant leadership is a form of democratic leadership as the whole team tends to be involved in decision-making Supporters of the servant leadership model suggest it is an important way to get ahead in a world where values are increasingly important and in which servant leaders achieve power on the basis of their values and ideals Others believe that in competitive leadership situations people practicing servant leadership will often find themselves left behind by people using other leadership styles
Leadership Skills Senior Studies ndash Store Management
Course 3
Bachelors Program- Store Management Course 3 - Leadership Skills
Garlic Jimrsquos University of Pizzaology Copyright 2015 GJ Franchise Systems Inc
Confidential Page 6 12-2-2015
Task-Oriented Leadership
A highly task-oriented leader focuses only on getting the job done and can be quite autocratic He or she will actively define the work and the roles required put structures in place plan organize and monitor However as task-oriented leaders spare little thought for the well-being of their teams this approach can suffer many of the flaws of autocratic leadership with difficulties in motivating and retaining staff
Transactional Leadership
This style of leadership starts with the idea that team members agree to obey their leader totally when they take on a job The ldquotransactionrdquo is that the organization pays the team members in return for their effort and compliance You have a right to ldquopunishrdquo the team members if their work doesnrsquot meet the pre-determined standard Team members can do little to improve their job satisfaction under transactional leadership The leader could give team members some control of their income by using incentives that encourage even higher standards or greater productivity Alternatively a transactional leader could practice ldquomanagement by exceptionrdquo whereby rather than rewarding better work he or she would take corrective action if the required standards were not met Transactional leadership is really just a way of managing rather a true leadership style as the focus is on short-term tasks It has serious limitations for knowledge-based or creative work but remains a common style in many organizations
Transformational Leadership
A person with this leadership style is a true leader who inspires his or her team constantly with a shared vision of the future Transformational leaders are highly visible and spend a lot of time communicating They donrsquot necessarily lead from the front as they tend to delegate responsibility amongst their team While their enthusiasm is often infectious they generally need to be supported by ldquodetails peoplerdquo
In many organizations both transactional and transformational leadership are needed The transactional leaders (or managers) ensure that routine work is done reliably while the transformational leaders look after initiatives that add value The transformational leadership style is the dominant leadership style to use although we do recommend that other styles are used as the situation demands
Leadership Skills Senior Studies ndash Store Management
Course 3
Bachelors Program- Store Management Course 3 - Leadership Skills
Garlic Jimrsquos University of Pizzaology Copyright 2015 GJ Franchise Systems Inc
Confidential Page 7 12-2-2015
Using the Right Style ndash Situational Leadership
While the Transformation Leadership approach is often highly effective there is no one right way to lead or manage that suits all situations To choose the most effective approach you must consider
The skill levels and experience of your team The work involved (routine or new and creative) The organizational environment (stable or radically changing conservative
or adventurous) Your own preferred or natural style
A good leader will find him or herself switching instinctively between styles according to the people and work they are dealing with This is often referred to as ldquosituational leadershiprdquo For example the manager of a small factory trains new machine operatives using a bureaucratic style to ensure operatives know the procedures that achieve the right standards of product quality and workplace safety The same manager may adopt a more participative style of leadership when working on production line improvement with his or her team of supervisors
Adapted from an article on wwwmindtoolscom
Leadership Skills Senior Studies ndash Store Management
Course 3
Bachelors Program- Store Management Course 3 - Leadership Skills
Garlic Jimrsquos University of Pizzaology Copyright 2015 GJ Franchise Systems Inc
Confidential Page 8 12-2-2015
15 Inspiring Qualities of Leadership
Are you a leader of men and women At least do you believe that you have leadership potential Do you WANT to be a leader or a follower If you want to be a great leader of men and women here are a few thoughts on the qualities needed
To be a leader first you must really WANT to lead A great DESIRE is the key You must be hungry for the position and pursue leadership with great determination - with all the means at your disposal That is using all your powers qualities and potential With a strong DESIRE you will succeed as long as you have the following personal leadership qualities
1 Courage 2 Self-Control 3 Justice (and fairness) towards others 4 Definiteness of decisions 5 Clear vision of the future they wish to CREATE 6 Grand sense of PURPOSE and put it into ACTION 7 Leaders are BELIEVERS 8 Leaders have a habit of doing more than they are paid for 9 A pleasing personality - people genuinely LIKE the people they follow 10 They possess empathy sympathy and understanding 11 Mastery of detail 12 Willingness to assume full responsibility for ones decisions 13 Full co-operation with others 14 Leaders are PASSIONATE people who live with great enthusiasm
15 Great leaders have great INTEGRITY
By Craig Lock
Leadership Skills Senior Studies ndash Store Management
Course 3
Bachelors Program- Store Management Course 3 - Leadership Skills
Garlic Jimrsquos University of Pizzaology Copyright 2015 GJ Franchise Systems Inc
Confidential Page 9 12-2-2015
Practical Examples of Leadership in the Stores We have all been in situations that require great skill and knowledge about not only our day-to-day procedures and practices but also how to deal with difficult customers It is crucial that we learn how our reactions and decisive decision-making help define our leadership skills Also we must allow our decision-making techniques to be passed on to our store management team Do not operate on the belief that you can be there at every sign of confusion or conflict One of the most powerful aspects of leadership is the art of delegation You must allow your management staff to take on difficult situations and learn how to work through them It is best to take into account the real life examples that exist in our stores everyday that you can use to coach your crew members A few of these scenarios are listed below to give you an idea of how good leadership brings the best results
Scenario 1
A customer comes in to pick up 5 pizzas that were requested to be ready for 530 pm She had called the previous day to give the store plenty of lead time Unfortunately when the CSR turns to check the hot rack she doesnrsquot find any pizzas matching the customerrsquos order The CSR alerts the manager to the problem and they scramble through the POS to see if the order exists ndash but nothing can be found The manager and customer become frustrated and it appears the customerrsquos pizzas were not made The customer responds that she really needs to get back to her house as she is having a surprise party for her daughter who is scheduled to arrive at 600 pm
What is the best leadership action for this specific situation
Leadership Skills Senior Studies ndash Store Management
Course 3
Bachelors Program- Store Management Course 3 - Leadership Skills
Garlic Jimrsquos University of Pizzaology Copyright 2015 GJ Franchise Systems Inc
Confidential Page 10 12-2-2015
The best solution is for the manager to immediately make the order for the customer and not charge her for it since it was not her fault Then he should take down the address of the party and deliver the pizzas in time for the daughterrsquos arrival at 600 pm If this is feasible the day will be saved and the customer will be home for the surprise If the delivery doesnrsquot arrive before 6 pm it will get there soon after and at least the customer will be able to be home in time for the surprise
Scenario 2
A delivery driver takes an order to the customerrsquos door Upon reading the order back to the customer they both discover that the wrong 2-liter of soda was rung up on the receipt The driver is now presented with the reality that heshe has brought the wrong soda and that the store is 5 miles away
What is the best leadership action for this specific situation
The best plan of action is for the driver to let the customer keep the incorrect soda while he leaves to find the nearest convenience store to purchase the correct 2 liter of soda It is also best practice to not collect the money for the order until the order has been 100 correctly filled
Practical Examples of Leadership in your Store Community Your leadership impact must not limit itself to the area within the four walls of your store You must be a leader in the community in which your store is located Getting involved with many different kinds of organizations will help bring your products and services to hundreds or even thousands of people who are all potential lifelong customers Take action to make yourself known in the community by visiting all of the following but donrsquot limit your options to just the groups listed
Apartment Complexes Condominiums or Housing Community Representatives Local Real Estate Companies Elementary Schools Middle Schools High Schools Trade Schools Community Colleges Four Year Colleges amp Universities Church groups Community leadership groups Chamber of Commerce
Leadership Skills Senior Studies ndash Store Management
Course 3
Bachelors Program- Store Management Course 3 - Leadership Skills
Garlic Jimrsquos University of Pizzaology Copyright 2015 GJ Franchise Systems Inc
Confidential Page 11 12-2-2015
Business Associations City Council organizations Individual local business owners
It is just as important to develop relationships with your community leaders as it is with your valued customer base because they are often comprised of the same people The most positive marketing you can have is great word of mouth because all it costs you is the expense of operating a great business model every day Here are some practical examples of what our founding franchisees have done to create a great sense of community leadership
Example 1
A Garlic Jimrsquos franchisee took advantage of the local street fair that was held near his store He negotiated a spot with fair officials to give out samples to all the potential customers who would be attending the three day event He even bought a ldquoFree Spinrdquo wheel that anyone could spin for a chance to win certificates for free pizzas and other side items on their next visit to his store It was a huge success Still to this day he gets customers stopping by to pick up their order who mention that the first time they tried his pizza was at the local street fair Mission accomplished
Example 2
Another Garlic Jimrsquos franchisee used our school marketing materials to set up
a ldquoDough Dollar Nightrdquo at a local elementary school On the first night he had 57 orders from this school The school received $17100 toward their fundraising goals and this franchisee received a commitment from the school to continue ldquoDough Dollar Nightsrdquo once a week for the entire school year
Example 3
Another Garlic Jimrsquos franchisee used the corporate screening of a Hollywood movie that Garlic Jimrsquos was promoting to increase community presence and goodwill in his trade area He took the extra tickets offered by the Garlic Jimrsquos Marketing Department and contacted several local elementary schools He offered tickets to the principals as classroom incentives and also as gifts to low income children who might not be able to attend the movie As an additional incentive he threw in a gift certificate for a pizza The principals were overwhelmed and excited to be able to offer this to underprivileged children in their schools and told the franchisee that several students in their schools had never been to a movie Goodwill abounds in this trade area
Leadership Skills Senior Studies ndash Store Management
Course 3
Bachelors Program- Store Management Course 3 - Leadership Skills
Garlic Jimrsquos University of Pizzaology Copyright 2015 GJ Franchise Systems Inc
Confidential Page 12 12-2-2015
Leadership Skills Test
Name _____________________ Date __________
1 Please describe your leadership style and explain how you feel that style will help your business grow
Leadership Skills Senior Studies ndash Store Management
Course 3
Bachelors Program- Store Management Course 3 - Leadership Skills
Garlic Jimrsquos University of Pizzaology Copyright 2015 GJ Franchise Systems Inc
Confidential Page 6 12-2-2015
Task-Oriented Leadership
A highly task-oriented leader focuses only on getting the job done and can be quite autocratic He or she will actively define the work and the roles required put structures in place plan organize and monitor However as task-oriented leaders spare little thought for the well-being of their teams this approach can suffer many of the flaws of autocratic leadership with difficulties in motivating and retaining staff
Transactional Leadership
This style of leadership starts with the idea that team members agree to obey their leader totally when they take on a job The ldquotransactionrdquo is that the organization pays the team members in return for their effort and compliance You have a right to ldquopunishrdquo the team members if their work doesnrsquot meet the pre-determined standard Team members can do little to improve their job satisfaction under transactional leadership The leader could give team members some control of their income by using incentives that encourage even higher standards or greater productivity Alternatively a transactional leader could practice ldquomanagement by exceptionrdquo whereby rather than rewarding better work he or she would take corrective action if the required standards were not met Transactional leadership is really just a way of managing rather a true leadership style as the focus is on short-term tasks It has serious limitations for knowledge-based or creative work but remains a common style in many organizations
Transformational Leadership
A person with this leadership style is a true leader who inspires his or her team constantly with a shared vision of the future Transformational leaders are highly visible and spend a lot of time communicating They donrsquot necessarily lead from the front as they tend to delegate responsibility amongst their team While their enthusiasm is often infectious they generally need to be supported by ldquodetails peoplerdquo
In many organizations both transactional and transformational leadership are needed The transactional leaders (or managers) ensure that routine work is done reliably while the transformational leaders look after initiatives that add value The transformational leadership style is the dominant leadership style to use although we do recommend that other styles are used as the situation demands
Leadership Skills Senior Studies ndash Store Management
Course 3
Bachelors Program- Store Management Course 3 - Leadership Skills
Garlic Jimrsquos University of Pizzaology Copyright 2015 GJ Franchise Systems Inc
Confidential Page 7 12-2-2015
Using the Right Style ndash Situational Leadership
While the Transformation Leadership approach is often highly effective there is no one right way to lead or manage that suits all situations To choose the most effective approach you must consider
The skill levels and experience of your team The work involved (routine or new and creative) The organizational environment (stable or radically changing conservative
or adventurous) Your own preferred or natural style
A good leader will find him or herself switching instinctively between styles according to the people and work they are dealing with This is often referred to as ldquosituational leadershiprdquo For example the manager of a small factory trains new machine operatives using a bureaucratic style to ensure operatives know the procedures that achieve the right standards of product quality and workplace safety The same manager may adopt a more participative style of leadership when working on production line improvement with his or her team of supervisors
Adapted from an article on wwwmindtoolscom
Leadership Skills Senior Studies ndash Store Management
Course 3
Bachelors Program- Store Management Course 3 - Leadership Skills
Garlic Jimrsquos University of Pizzaology Copyright 2015 GJ Franchise Systems Inc
Confidential Page 8 12-2-2015
15 Inspiring Qualities of Leadership
Are you a leader of men and women At least do you believe that you have leadership potential Do you WANT to be a leader or a follower If you want to be a great leader of men and women here are a few thoughts on the qualities needed
To be a leader first you must really WANT to lead A great DESIRE is the key You must be hungry for the position and pursue leadership with great determination - with all the means at your disposal That is using all your powers qualities and potential With a strong DESIRE you will succeed as long as you have the following personal leadership qualities
1 Courage 2 Self-Control 3 Justice (and fairness) towards others 4 Definiteness of decisions 5 Clear vision of the future they wish to CREATE 6 Grand sense of PURPOSE and put it into ACTION 7 Leaders are BELIEVERS 8 Leaders have a habit of doing more than they are paid for 9 A pleasing personality - people genuinely LIKE the people they follow 10 They possess empathy sympathy and understanding 11 Mastery of detail 12 Willingness to assume full responsibility for ones decisions 13 Full co-operation with others 14 Leaders are PASSIONATE people who live with great enthusiasm
15 Great leaders have great INTEGRITY
By Craig Lock
Leadership Skills Senior Studies ndash Store Management
Course 3
Bachelors Program- Store Management Course 3 - Leadership Skills
Garlic Jimrsquos University of Pizzaology Copyright 2015 GJ Franchise Systems Inc
Confidential Page 9 12-2-2015
Practical Examples of Leadership in the Stores We have all been in situations that require great skill and knowledge about not only our day-to-day procedures and practices but also how to deal with difficult customers It is crucial that we learn how our reactions and decisive decision-making help define our leadership skills Also we must allow our decision-making techniques to be passed on to our store management team Do not operate on the belief that you can be there at every sign of confusion or conflict One of the most powerful aspects of leadership is the art of delegation You must allow your management staff to take on difficult situations and learn how to work through them It is best to take into account the real life examples that exist in our stores everyday that you can use to coach your crew members A few of these scenarios are listed below to give you an idea of how good leadership brings the best results
Scenario 1
A customer comes in to pick up 5 pizzas that were requested to be ready for 530 pm She had called the previous day to give the store plenty of lead time Unfortunately when the CSR turns to check the hot rack she doesnrsquot find any pizzas matching the customerrsquos order The CSR alerts the manager to the problem and they scramble through the POS to see if the order exists ndash but nothing can be found The manager and customer become frustrated and it appears the customerrsquos pizzas were not made The customer responds that she really needs to get back to her house as she is having a surprise party for her daughter who is scheduled to arrive at 600 pm
What is the best leadership action for this specific situation
Leadership Skills Senior Studies ndash Store Management
Course 3
Bachelors Program- Store Management Course 3 - Leadership Skills
Garlic Jimrsquos University of Pizzaology Copyright 2015 GJ Franchise Systems Inc
Confidential Page 10 12-2-2015
The best solution is for the manager to immediately make the order for the customer and not charge her for it since it was not her fault Then he should take down the address of the party and deliver the pizzas in time for the daughterrsquos arrival at 600 pm If this is feasible the day will be saved and the customer will be home for the surprise If the delivery doesnrsquot arrive before 6 pm it will get there soon after and at least the customer will be able to be home in time for the surprise
Scenario 2
A delivery driver takes an order to the customerrsquos door Upon reading the order back to the customer they both discover that the wrong 2-liter of soda was rung up on the receipt The driver is now presented with the reality that heshe has brought the wrong soda and that the store is 5 miles away
What is the best leadership action for this specific situation
The best plan of action is for the driver to let the customer keep the incorrect soda while he leaves to find the nearest convenience store to purchase the correct 2 liter of soda It is also best practice to not collect the money for the order until the order has been 100 correctly filled
Practical Examples of Leadership in your Store Community Your leadership impact must not limit itself to the area within the four walls of your store You must be a leader in the community in which your store is located Getting involved with many different kinds of organizations will help bring your products and services to hundreds or even thousands of people who are all potential lifelong customers Take action to make yourself known in the community by visiting all of the following but donrsquot limit your options to just the groups listed
Apartment Complexes Condominiums or Housing Community Representatives Local Real Estate Companies Elementary Schools Middle Schools High Schools Trade Schools Community Colleges Four Year Colleges amp Universities Church groups Community leadership groups Chamber of Commerce
Leadership Skills Senior Studies ndash Store Management
Course 3
Bachelors Program- Store Management Course 3 - Leadership Skills
Garlic Jimrsquos University of Pizzaology Copyright 2015 GJ Franchise Systems Inc
Confidential Page 11 12-2-2015
Business Associations City Council organizations Individual local business owners
It is just as important to develop relationships with your community leaders as it is with your valued customer base because they are often comprised of the same people The most positive marketing you can have is great word of mouth because all it costs you is the expense of operating a great business model every day Here are some practical examples of what our founding franchisees have done to create a great sense of community leadership
Example 1
A Garlic Jimrsquos franchisee took advantage of the local street fair that was held near his store He negotiated a spot with fair officials to give out samples to all the potential customers who would be attending the three day event He even bought a ldquoFree Spinrdquo wheel that anyone could spin for a chance to win certificates for free pizzas and other side items on their next visit to his store It was a huge success Still to this day he gets customers stopping by to pick up their order who mention that the first time they tried his pizza was at the local street fair Mission accomplished
Example 2
Another Garlic Jimrsquos franchisee used our school marketing materials to set up
a ldquoDough Dollar Nightrdquo at a local elementary school On the first night he had 57 orders from this school The school received $17100 toward their fundraising goals and this franchisee received a commitment from the school to continue ldquoDough Dollar Nightsrdquo once a week for the entire school year
Example 3
Another Garlic Jimrsquos franchisee used the corporate screening of a Hollywood movie that Garlic Jimrsquos was promoting to increase community presence and goodwill in his trade area He took the extra tickets offered by the Garlic Jimrsquos Marketing Department and contacted several local elementary schools He offered tickets to the principals as classroom incentives and also as gifts to low income children who might not be able to attend the movie As an additional incentive he threw in a gift certificate for a pizza The principals were overwhelmed and excited to be able to offer this to underprivileged children in their schools and told the franchisee that several students in their schools had never been to a movie Goodwill abounds in this trade area
Leadership Skills Senior Studies ndash Store Management
Course 3
Bachelors Program- Store Management Course 3 - Leadership Skills
Garlic Jimrsquos University of Pizzaology Copyright 2015 GJ Franchise Systems Inc
Confidential Page 12 12-2-2015
Leadership Skills Test
Name _____________________ Date __________
1 Please describe your leadership style and explain how you feel that style will help your business grow
Leadership Skills Senior Studies ndash Store Management
Course 3
Bachelors Program- Store Management Course 3 - Leadership Skills
Garlic Jimrsquos University of Pizzaology Copyright 2015 GJ Franchise Systems Inc
Confidential Page 7 12-2-2015
Using the Right Style ndash Situational Leadership
While the Transformation Leadership approach is often highly effective there is no one right way to lead or manage that suits all situations To choose the most effective approach you must consider
The skill levels and experience of your team The work involved (routine or new and creative) The organizational environment (stable or radically changing conservative
or adventurous) Your own preferred or natural style
A good leader will find him or herself switching instinctively between styles according to the people and work they are dealing with This is often referred to as ldquosituational leadershiprdquo For example the manager of a small factory trains new machine operatives using a bureaucratic style to ensure operatives know the procedures that achieve the right standards of product quality and workplace safety The same manager may adopt a more participative style of leadership when working on production line improvement with his or her team of supervisors
Adapted from an article on wwwmindtoolscom
Leadership Skills Senior Studies ndash Store Management
Course 3
Bachelors Program- Store Management Course 3 - Leadership Skills
Garlic Jimrsquos University of Pizzaology Copyright 2015 GJ Franchise Systems Inc
Confidential Page 8 12-2-2015
15 Inspiring Qualities of Leadership
Are you a leader of men and women At least do you believe that you have leadership potential Do you WANT to be a leader or a follower If you want to be a great leader of men and women here are a few thoughts on the qualities needed
To be a leader first you must really WANT to lead A great DESIRE is the key You must be hungry for the position and pursue leadership with great determination - with all the means at your disposal That is using all your powers qualities and potential With a strong DESIRE you will succeed as long as you have the following personal leadership qualities
1 Courage 2 Self-Control 3 Justice (and fairness) towards others 4 Definiteness of decisions 5 Clear vision of the future they wish to CREATE 6 Grand sense of PURPOSE and put it into ACTION 7 Leaders are BELIEVERS 8 Leaders have a habit of doing more than they are paid for 9 A pleasing personality - people genuinely LIKE the people they follow 10 They possess empathy sympathy and understanding 11 Mastery of detail 12 Willingness to assume full responsibility for ones decisions 13 Full co-operation with others 14 Leaders are PASSIONATE people who live with great enthusiasm
15 Great leaders have great INTEGRITY
By Craig Lock
Leadership Skills Senior Studies ndash Store Management
Course 3
Bachelors Program- Store Management Course 3 - Leadership Skills
Garlic Jimrsquos University of Pizzaology Copyright 2015 GJ Franchise Systems Inc
Confidential Page 9 12-2-2015
Practical Examples of Leadership in the Stores We have all been in situations that require great skill and knowledge about not only our day-to-day procedures and practices but also how to deal with difficult customers It is crucial that we learn how our reactions and decisive decision-making help define our leadership skills Also we must allow our decision-making techniques to be passed on to our store management team Do not operate on the belief that you can be there at every sign of confusion or conflict One of the most powerful aspects of leadership is the art of delegation You must allow your management staff to take on difficult situations and learn how to work through them It is best to take into account the real life examples that exist in our stores everyday that you can use to coach your crew members A few of these scenarios are listed below to give you an idea of how good leadership brings the best results
Scenario 1
A customer comes in to pick up 5 pizzas that were requested to be ready for 530 pm She had called the previous day to give the store plenty of lead time Unfortunately when the CSR turns to check the hot rack she doesnrsquot find any pizzas matching the customerrsquos order The CSR alerts the manager to the problem and they scramble through the POS to see if the order exists ndash but nothing can be found The manager and customer become frustrated and it appears the customerrsquos pizzas were not made The customer responds that she really needs to get back to her house as she is having a surprise party for her daughter who is scheduled to arrive at 600 pm
What is the best leadership action for this specific situation
Leadership Skills Senior Studies ndash Store Management
Course 3
Bachelors Program- Store Management Course 3 - Leadership Skills
Garlic Jimrsquos University of Pizzaology Copyright 2015 GJ Franchise Systems Inc
Confidential Page 10 12-2-2015
The best solution is for the manager to immediately make the order for the customer and not charge her for it since it was not her fault Then he should take down the address of the party and deliver the pizzas in time for the daughterrsquos arrival at 600 pm If this is feasible the day will be saved and the customer will be home for the surprise If the delivery doesnrsquot arrive before 6 pm it will get there soon after and at least the customer will be able to be home in time for the surprise
Scenario 2
A delivery driver takes an order to the customerrsquos door Upon reading the order back to the customer they both discover that the wrong 2-liter of soda was rung up on the receipt The driver is now presented with the reality that heshe has brought the wrong soda and that the store is 5 miles away
What is the best leadership action for this specific situation
The best plan of action is for the driver to let the customer keep the incorrect soda while he leaves to find the nearest convenience store to purchase the correct 2 liter of soda It is also best practice to not collect the money for the order until the order has been 100 correctly filled
Practical Examples of Leadership in your Store Community Your leadership impact must not limit itself to the area within the four walls of your store You must be a leader in the community in which your store is located Getting involved with many different kinds of organizations will help bring your products and services to hundreds or even thousands of people who are all potential lifelong customers Take action to make yourself known in the community by visiting all of the following but donrsquot limit your options to just the groups listed
Apartment Complexes Condominiums or Housing Community Representatives Local Real Estate Companies Elementary Schools Middle Schools High Schools Trade Schools Community Colleges Four Year Colleges amp Universities Church groups Community leadership groups Chamber of Commerce
Leadership Skills Senior Studies ndash Store Management
Course 3
Bachelors Program- Store Management Course 3 - Leadership Skills
Garlic Jimrsquos University of Pizzaology Copyright 2015 GJ Franchise Systems Inc
Confidential Page 11 12-2-2015
Business Associations City Council organizations Individual local business owners
It is just as important to develop relationships with your community leaders as it is with your valued customer base because they are often comprised of the same people The most positive marketing you can have is great word of mouth because all it costs you is the expense of operating a great business model every day Here are some practical examples of what our founding franchisees have done to create a great sense of community leadership
Example 1
A Garlic Jimrsquos franchisee took advantage of the local street fair that was held near his store He negotiated a spot with fair officials to give out samples to all the potential customers who would be attending the three day event He even bought a ldquoFree Spinrdquo wheel that anyone could spin for a chance to win certificates for free pizzas and other side items on their next visit to his store It was a huge success Still to this day he gets customers stopping by to pick up their order who mention that the first time they tried his pizza was at the local street fair Mission accomplished
Example 2
Another Garlic Jimrsquos franchisee used our school marketing materials to set up
a ldquoDough Dollar Nightrdquo at a local elementary school On the first night he had 57 orders from this school The school received $17100 toward their fundraising goals and this franchisee received a commitment from the school to continue ldquoDough Dollar Nightsrdquo once a week for the entire school year
Example 3
Another Garlic Jimrsquos franchisee used the corporate screening of a Hollywood movie that Garlic Jimrsquos was promoting to increase community presence and goodwill in his trade area He took the extra tickets offered by the Garlic Jimrsquos Marketing Department and contacted several local elementary schools He offered tickets to the principals as classroom incentives and also as gifts to low income children who might not be able to attend the movie As an additional incentive he threw in a gift certificate for a pizza The principals were overwhelmed and excited to be able to offer this to underprivileged children in their schools and told the franchisee that several students in their schools had never been to a movie Goodwill abounds in this trade area
Leadership Skills Senior Studies ndash Store Management
Course 3
Bachelors Program- Store Management Course 3 - Leadership Skills
Garlic Jimrsquos University of Pizzaology Copyright 2015 GJ Franchise Systems Inc
Confidential Page 12 12-2-2015
Leadership Skills Test
Name _____________________ Date __________
1 Please describe your leadership style and explain how you feel that style will help your business grow
Leadership Skills Senior Studies ndash Store Management
Course 3
Bachelors Program- Store Management Course 3 - Leadership Skills
Garlic Jimrsquos University of Pizzaology Copyright 2015 GJ Franchise Systems Inc
Confidential Page 8 12-2-2015
15 Inspiring Qualities of Leadership
Are you a leader of men and women At least do you believe that you have leadership potential Do you WANT to be a leader or a follower If you want to be a great leader of men and women here are a few thoughts on the qualities needed
To be a leader first you must really WANT to lead A great DESIRE is the key You must be hungry for the position and pursue leadership with great determination - with all the means at your disposal That is using all your powers qualities and potential With a strong DESIRE you will succeed as long as you have the following personal leadership qualities
1 Courage 2 Self-Control 3 Justice (and fairness) towards others 4 Definiteness of decisions 5 Clear vision of the future they wish to CREATE 6 Grand sense of PURPOSE and put it into ACTION 7 Leaders are BELIEVERS 8 Leaders have a habit of doing more than they are paid for 9 A pleasing personality - people genuinely LIKE the people they follow 10 They possess empathy sympathy and understanding 11 Mastery of detail 12 Willingness to assume full responsibility for ones decisions 13 Full co-operation with others 14 Leaders are PASSIONATE people who live with great enthusiasm
15 Great leaders have great INTEGRITY
By Craig Lock
Leadership Skills Senior Studies ndash Store Management
Course 3
Bachelors Program- Store Management Course 3 - Leadership Skills
Garlic Jimrsquos University of Pizzaology Copyright 2015 GJ Franchise Systems Inc
Confidential Page 9 12-2-2015
Practical Examples of Leadership in the Stores We have all been in situations that require great skill and knowledge about not only our day-to-day procedures and practices but also how to deal with difficult customers It is crucial that we learn how our reactions and decisive decision-making help define our leadership skills Also we must allow our decision-making techniques to be passed on to our store management team Do not operate on the belief that you can be there at every sign of confusion or conflict One of the most powerful aspects of leadership is the art of delegation You must allow your management staff to take on difficult situations and learn how to work through them It is best to take into account the real life examples that exist in our stores everyday that you can use to coach your crew members A few of these scenarios are listed below to give you an idea of how good leadership brings the best results
Scenario 1
A customer comes in to pick up 5 pizzas that were requested to be ready for 530 pm She had called the previous day to give the store plenty of lead time Unfortunately when the CSR turns to check the hot rack she doesnrsquot find any pizzas matching the customerrsquos order The CSR alerts the manager to the problem and they scramble through the POS to see if the order exists ndash but nothing can be found The manager and customer become frustrated and it appears the customerrsquos pizzas were not made The customer responds that she really needs to get back to her house as she is having a surprise party for her daughter who is scheduled to arrive at 600 pm
What is the best leadership action for this specific situation
Leadership Skills Senior Studies ndash Store Management
Course 3
Bachelors Program- Store Management Course 3 - Leadership Skills
Garlic Jimrsquos University of Pizzaology Copyright 2015 GJ Franchise Systems Inc
Confidential Page 10 12-2-2015
The best solution is for the manager to immediately make the order for the customer and not charge her for it since it was not her fault Then he should take down the address of the party and deliver the pizzas in time for the daughterrsquos arrival at 600 pm If this is feasible the day will be saved and the customer will be home for the surprise If the delivery doesnrsquot arrive before 6 pm it will get there soon after and at least the customer will be able to be home in time for the surprise
Scenario 2
A delivery driver takes an order to the customerrsquos door Upon reading the order back to the customer they both discover that the wrong 2-liter of soda was rung up on the receipt The driver is now presented with the reality that heshe has brought the wrong soda and that the store is 5 miles away
What is the best leadership action for this specific situation
The best plan of action is for the driver to let the customer keep the incorrect soda while he leaves to find the nearest convenience store to purchase the correct 2 liter of soda It is also best practice to not collect the money for the order until the order has been 100 correctly filled
Practical Examples of Leadership in your Store Community Your leadership impact must not limit itself to the area within the four walls of your store You must be a leader in the community in which your store is located Getting involved with many different kinds of organizations will help bring your products and services to hundreds or even thousands of people who are all potential lifelong customers Take action to make yourself known in the community by visiting all of the following but donrsquot limit your options to just the groups listed
Apartment Complexes Condominiums or Housing Community Representatives Local Real Estate Companies Elementary Schools Middle Schools High Schools Trade Schools Community Colleges Four Year Colleges amp Universities Church groups Community leadership groups Chamber of Commerce
Leadership Skills Senior Studies ndash Store Management
Course 3
Bachelors Program- Store Management Course 3 - Leadership Skills
Garlic Jimrsquos University of Pizzaology Copyright 2015 GJ Franchise Systems Inc
Confidential Page 11 12-2-2015
Business Associations City Council organizations Individual local business owners
It is just as important to develop relationships with your community leaders as it is with your valued customer base because they are often comprised of the same people The most positive marketing you can have is great word of mouth because all it costs you is the expense of operating a great business model every day Here are some practical examples of what our founding franchisees have done to create a great sense of community leadership
Example 1
A Garlic Jimrsquos franchisee took advantage of the local street fair that was held near his store He negotiated a spot with fair officials to give out samples to all the potential customers who would be attending the three day event He even bought a ldquoFree Spinrdquo wheel that anyone could spin for a chance to win certificates for free pizzas and other side items on their next visit to his store It was a huge success Still to this day he gets customers stopping by to pick up their order who mention that the first time they tried his pizza was at the local street fair Mission accomplished
Example 2
Another Garlic Jimrsquos franchisee used our school marketing materials to set up
a ldquoDough Dollar Nightrdquo at a local elementary school On the first night he had 57 orders from this school The school received $17100 toward their fundraising goals and this franchisee received a commitment from the school to continue ldquoDough Dollar Nightsrdquo once a week for the entire school year
Example 3
Another Garlic Jimrsquos franchisee used the corporate screening of a Hollywood movie that Garlic Jimrsquos was promoting to increase community presence and goodwill in his trade area He took the extra tickets offered by the Garlic Jimrsquos Marketing Department and contacted several local elementary schools He offered tickets to the principals as classroom incentives and also as gifts to low income children who might not be able to attend the movie As an additional incentive he threw in a gift certificate for a pizza The principals were overwhelmed and excited to be able to offer this to underprivileged children in their schools and told the franchisee that several students in their schools had never been to a movie Goodwill abounds in this trade area
Leadership Skills Senior Studies ndash Store Management
Course 3
Bachelors Program- Store Management Course 3 - Leadership Skills
Garlic Jimrsquos University of Pizzaology Copyright 2015 GJ Franchise Systems Inc
Confidential Page 12 12-2-2015
Leadership Skills Test
Name _____________________ Date __________
1 Please describe your leadership style and explain how you feel that style will help your business grow
Leadership Skills Senior Studies ndash Store Management
Course 3
Bachelors Program- Store Management Course 3 - Leadership Skills
Garlic Jimrsquos University of Pizzaology Copyright 2015 GJ Franchise Systems Inc
Confidential Page 9 12-2-2015
Practical Examples of Leadership in the Stores We have all been in situations that require great skill and knowledge about not only our day-to-day procedures and practices but also how to deal with difficult customers It is crucial that we learn how our reactions and decisive decision-making help define our leadership skills Also we must allow our decision-making techniques to be passed on to our store management team Do not operate on the belief that you can be there at every sign of confusion or conflict One of the most powerful aspects of leadership is the art of delegation You must allow your management staff to take on difficult situations and learn how to work through them It is best to take into account the real life examples that exist in our stores everyday that you can use to coach your crew members A few of these scenarios are listed below to give you an idea of how good leadership brings the best results
Scenario 1
A customer comes in to pick up 5 pizzas that were requested to be ready for 530 pm She had called the previous day to give the store plenty of lead time Unfortunately when the CSR turns to check the hot rack she doesnrsquot find any pizzas matching the customerrsquos order The CSR alerts the manager to the problem and they scramble through the POS to see if the order exists ndash but nothing can be found The manager and customer become frustrated and it appears the customerrsquos pizzas were not made The customer responds that she really needs to get back to her house as she is having a surprise party for her daughter who is scheduled to arrive at 600 pm
What is the best leadership action for this specific situation
Leadership Skills Senior Studies ndash Store Management
Course 3
Bachelors Program- Store Management Course 3 - Leadership Skills
Garlic Jimrsquos University of Pizzaology Copyright 2015 GJ Franchise Systems Inc
Confidential Page 10 12-2-2015
The best solution is for the manager to immediately make the order for the customer and not charge her for it since it was not her fault Then he should take down the address of the party and deliver the pizzas in time for the daughterrsquos arrival at 600 pm If this is feasible the day will be saved and the customer will be home for the surprise If the delivery doesnrsquot arrive before 6 pm it will get there soon after and at least the customer will be able to be home in time for the surprise
Scenario 2
A delivery driver takes an order to the customerrsquos door Upon reading the order back to the customer they both discover that the wrong 2-liter of soda was rung up on the receipt The driver is now presented with the reality that heshe has brought the wrong soda and that the store is 5 miles away
What is the best leadership action for this specific situation
The best plan of action is for the driver to let the customer keep the incorrect soda while he leaves to find the nearest convenience store to purchase the correct 2 liter of soda It is also best practice to not collect the money for the order until the order has been 100 correctly filled
Practical Examples of Leadership in your Store Community Your leadership impact must not limit itself to the area within the four walls of your store You must be a leader in the community in which your store is located Getting involved with many different kinds of organizations will help bring your products and services to hundreds or even thousands of people who are all potential lifelong customers Take action to make yourself known in the community by visiting all of the following but donrsquot limit your options to just the groups listed
Apartment Complexes Condominiums or Housing Community Representatives Local Real Estate Companies Elementary Schools Middle Schools High Schools Trade Schools Community Colleges Four Year Colleges amp Universities Church groups Community leadership groups Chamber of Commerce
Leadership Skills Senior Studies ndash Store Management
Course 3
Bachelors Program- Store Management Course 3 - Leadership Skills
Garlic Jimrsquos University of Pizzaology Copyright 2015 GJ Franchise Systems Inc
Confidential Page 11 12-2-2015
Business Associations City Council organizations Individual local business owners
It is just as important to develop relationships with your community leaders as it is with your valued customer base because they are often comprised of the same people The most positive marketing you can have is great word of mouth because all it costs you is the expense of operating a great business model every day Here are some practical examples of what our founding franchisees have done to create a great sense of community leadership
Example 1
A Garlic Jimrsquos franchisee took advantage of the local street fair that was held near his store He negotiated a spot with fair officials to give out samples to all the potential customers who would be attending the three day event He even bought a ldquoFree Spinrdquo wheel that anyone could spin for a chance to win certificates for free pizzas and other side items on their next visit to his store It was a huge success Still to this day he gets customers stopping by to pick up their order who mention that the first time they tried his pizza was at the local street fair Mission accomplished
Example 2
Another Garlic Jimrsquos franchisee used our school marketing materials to set up
a ldquoDough Dollar Nightrdquo at a local elementary school On the first night he had 57 orders from this school The school received $17100 toward their fundraising goals and this franchisee received a commitment from the school to continue ldquoDough Dollar Nightsrdquo once a week for the entire school year
Example 3
Another Garlic Jimrsquos franchisee used the corporate screening of a Hollywood movie that Garlic Jimrsquos was promoting to increase community presence and goodwill in his trade area He took the extra tickets offered by the Garlic Jimrsquos Marketing Department and contacted several local elementary schools He offered tickets to the principals as classroom incentives and also as gifts to low income children who might not be able to attend the movie As an additional incentive he threw in a gift certificate for a pizza The principals were overwhelmed and excited to be able to offer this to underprivileged children in their schools and told the franchisee that several students in their schools had never been to a movie Goodwill abounds in this trade area
Leadership Skills Senior Studies ndash Store Management
Course 3
Bachelors Program- Store Management Course 3 - Leadership Skills
Garlic Jimrsquos University of Pizzaology Copyright 2015 GJ Franchise Systems Inc
Confidential Page 12 12-2-2015
Leadership Skills Test
Name _____________________ Date __________
1 Please describe your leadership style and explain how you feel that style will help your business grow
Leadership Skills Senior Studies ndash Store Management
Course 3
Bachelors Program- Store Management Course 3 - Leadership Skills
Garlic Jimrsquos University of Pizzaology Copyright 2015 GJ Franchise Systems Inc
Confidential Page 10 12-2-2015
The best solution is for the manager to immediately make the order for the customer and not charge her for it since it was not her fault Then he should take down the address of the party and deliver the pizzas in time for the daughterrsquos arrival at 600 pm If this is feasible the day will be saved and the customer will be home for the surprise If the delivery doesnrsquot arrive before 6 pm it will get there soon after and at least the customer will be able to be home in time for the surprise
Scenario 2
A delivery driver takes an order to the customerrsquos door Upon reading the order back to the customer they both discover that the wrong 2-liter of soda was rung up on the receipt The driver is now presented with the reality that heshe has brought the wrong soda and that the store is 5 miles away
What is the best leadership action for this specific situation
The best plan of action is for the driver to let the customer keep the incorrect soda while he leaves to find the nearest convenience store to purchase the correct 2 liter of soda It is also best practice to not collect the money for the order until the order has been 100 correctly filled
Practical Examples of Leadership in your Store Community Your leadership impact must not limit itself to the area within the four walls of your store You must be a leader in the community in which your store is located Getting involved with many different kinds of organizations will help bring your products and services to hundreds or even thousands of people who are all potential lifelong customers Take action to make yourself known in the community by visiting all of the following but donrsquot limit your options to just the groups listed
Apartment Complexes Condominiums or Housing Community Representatives Local Real Estate Companies Elementary Schools Middle Schools High Schools Trade Schools Community Colleges Four Year Colleges amp Universities Church groups Community leadership groups Chamber of Commerce
Leadership Skills Senior Studies ndash Store Management
Course 3
Bachelors Program- Store Management Course 3 - Leadership Skills
Garlic Jimrsquos University of Pizzaology Copyright 2015 GJ Franchise Systems Inc
Confidential Page 11 12-2-2015
Business Associations City Council organizations Individual local business owners
It is just as important to develop relationships with your community leaders as it is with your valued customer base because they are often comprised of the same people The most positive marketing you can have is great word of mouth because all it costs you is the expense of operating a great business model every day Here are some practical examples of what our founding franchisees have done to create a great sense of community leadership
Example 1
A Garlic Jimrsquos franchisee took advantage of the local street fair that was held near his store He negotiated a spot with fair officials to give out samples to all the potential customers who would be attending the three day event He even bought a ldquoFree Spinrdquo wheel that anyone could spin for a chance to win certificates for free pizzas and other side items on their next visit to his store It was a huge success Still to this day he gets customers stopping by to pick up their order who mention that the first time they tried his pizza was at the local street fair Mission accomplished
Example 2
Another Garlic Jimrsquos franchisee used our school marketing materials to set up
a ldquoDough Dollar Nightrdquo at a local elementary school On the first night he had 57 orders from this school The school received $17100 toward their fundraising goals and this franchisee received a commitment from the school to continue ldquoDough Dollar Nightsrdquo once a week for the entire school year
Example 3
Another Garlic Jimrsquos franchisee used the corporate screening of a Hollywood movie that Garlic Jimrsquos was promoting to increase community presence and goodwill in his trade area He took the extra tickets offered by the Garlic Jimrsquos Marketing Department and contacted several local elementary schools He offered tickets to the principals as classroom incentives and also as gifts to low income children who might not be able to attend the movie As an additional incentive he threw in a gift certificate for a pizza The principals were overwhelmed and excited to be able to offer this to underprivileged children in their schools and told the franchisee that several students in their schools had never been to a movie Goodwill abounds in this trade area
Leadership Skills Senior Studies ndash Store Management
Course 3
Bachelors Program- Store Management Course 3 - Leadership Skills
Garlic Jimrsquos University of Pizzaology Copyright 2015 GJ Franchise Systems Inc
Confidential Page 12 12-2-2015
Leadership Skills Test
Name _____________________ Date __________
1 Please describe your leadership style and explain how you feel that style will help your business grow
Leadership Skills Senior Studies ndash Store Management
Course 3
Bachelors Program- Store Management Course 3 - Leadership Skills
Garlic Jimrsquos University of Pizzaology Copyright 2015 GJ Franchise Systems Inc
Confidential Page 11 12-2-2015
Business Associations City Council organizations Individual local business owners
It is just as important to develop relationships with your community leaders as it is with your valued customer base because they are often comprised of the same people The most positive marketing you can have is great word of mouth because all it costs you is the expense of operating a great business model every day Here are some practical examples of what our founding franchisees have done to create a great sense of community leadership
Example 1
A Garlic Jimrsquos franchisee took advantage of the local street fair that was held near his store He negotiated a spot with fair officials to give out samples to all the potential customers who would be attending the three day event He even bought a ldquoFree Spinrdquo wheel that anyone could spin for a chance to win certificates for free pizzas and other side items on their next visit to his store It was a huge success Still to this day he gets customers stopping by to pick up their order who mention that the first time they tried his pizza was at the local street fair Mission accomplished
Example 2
Another Garlic Jimrsquos franchisee used our school marketing materials to set up
a ldquoDough Dollar Nightrdquo at a local elementary school On the first night he had 57 orders from this school The school received $17100 toward their fundraising goals and this franchisee received a commitment from the school to continue ldquoDough Dollar Nightsrdquo once a week for the entire school year
Example 3
Another Garlic Jimrsquos franchisee used the corporate screening of a Hollywood movie that Garlic Jimrsquos was promoting to increase community presence and goodwill in his trade area He took the extra tickets offered by the Garlic Jimrsquos Marketing Department and contacted several local elementary schools He offered tickets to the principals as classroom incentives and also as gifts to low income children who might not be able to attend the movie As an additional incentive he threw in a gift certificate for a pizza The principals were overwhelmed and excited to be able to offer this to underprivileged children in their schools and told the franchisee that several students in their schools had never been to a movie Goodwill abounds in this trade area
Leadership Skills Senior Studies ndash Store Management
Course 3
Bachelors Program- Store Management Course 3 - Leadership Skills
Garlic Jimrsquos University of Pizzaology Copyright 2015 GJ Franchise Systems Inc
Confidential Page 12 12-2-2015
Leadership Skills Test
Name _____________________ Date __________
1 Please describe your leadership style and explain how you feel that style will help your business grow
Leadership Skills Senior Studies ndash Store Management
Course 3
Bachelors Program- Store Management Course 3 - Leadership Skills
Garlic Jimrsquos University of Pizzaology Copyright 2015 GJ Franchise Systems Inc
Confidential Page 12 12-2-2015
Leadership Skills Test
Name _____________________ Date __________
1 Please describe your leadership style and explain how you feel that style will help your business grow
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