Leadership

In November 2006 we launched the Tourism Leadership Programme, designed to support 'leaders at all levels' and the Tourism Operations Programme, aimed at frontline staff. We also have plans for a Stars Programme. More details to follow.

What’s Covered?

The objective of the Leadership Programme is to help you to build an understanding of how the Scottish Experience is delivered through service, and the leader’s role in this. The Leadership Programme covers the following topics over 2 days, 4 half days, or 8 x 2-hour sessions, to suit you (subject to availability):

• The Scottish Tourism Brand and the Industry
• The Magnificent 7 action topics:

1. Building my Leadership Role
2. Selling the Vision
3. Creating Service Excellence
4. My Recruitment Activity
5. My Retention Activity
6. Focus – Motivate – Team-Build
7. Becoming a Customer-driven Organisation

• Action Planning

The Operations Programme covers the following:

• The Scottish Tourism Brand and the Industry
• The Fab 4 action topics:

1. Customer Expectations/Customer Focus
2. Positive Attitude
3. Customer Feedback
4. Continuous Improvement

• Action Planning