Trainer highlights after an agreement is confirmed, it is then necessary to honour the agreement within the scope of individual responsibility stating this authority will: Be explained to you when you join a business as part of your Induction and – orientation Be relatively small to begin with there may even be no scope of authority for the – first few weeks or months Grow as your experience grows and enable and authorise you to do more without – reference to other people. Slide Slide No Trainer Trainer presents important points to note regarding scope of authority: Fully understand what limits and parameters clarify any ambiguities, talk to – management and ask for workplace examples of what is allowed act outside personal scope of authority ever: if there is need to act outside – personal scope of authority: Refer the matter to a more senior person for their consideration and action Ask a more senior person for direction, guidance and advice Failure to adhere to existing scope of authority guidelines can result in all scope of authority permissions being revoked in some cases, exceeding scope of authority – can be grounds for dismissal. Slide Slide No Trainer Trainer emphasises to trainees customers expect the business to honour agreements made, regardless of how they were made (written or verbal), and failing to meet these expectations: Reduces levels of satisfaction creating negative sentiment; more complaints; – reduced repeat business Harms the trust and rapport that has been established because the business is – seen to be lying and untrustworthy; once this is damaged it is very difficult (impossible?) to repair Creates the impression the business is only interested in their part of the agreement (the cash, the booking) and not focussed on fulfilling agreed requirements – Can give rise to legal action such as damages and or enforced undertakings – Can result in adverse publicity where the matter is raised in the media or – otherwise made public Destroys the potential for relationships.
Trainer highlights after an agreement is confirmed, it is then necessary to honour the agreement within the scope of individual responsibility stating this authority will: Be explained to you when you join a business – as part of your Induction and orientation Be relatively small to begin with – there may even be no scope of authority for the first few weeks or months Grow as your experience grows – and enable and authorise you to do more without reference to other people. Slide Slide No Trainer Trainer presents important points to note regarding scope of authority: Fully understand what limits and parameters – clarify any ambiguities, talk to management and ask for workplace examples of what is allowed act outside personal scope of authority – ever: if there is need to act outside personal scope of authority: Refer the matter to a more senior person for their consideration and action Ask a more senior person for direction, guidance and advice Failure to adhere to existing scope of authority guidelines can result in all scope of authority permissions being revoked – in some cases, exceeding scope of authority can be grounds for dismissal. Slide Slide No Trainer Trainer emphasises to trainees customers expect the business to honour agreements made, regardless of how they were made (written or verbal), and failing to meet these expectations: Reduces levels of satisfaction – creating negative sentiment; more complaints; reduced repeat business Harms the trust and rapport that has been established – because the business is seen to be lying and untrustworthy; once this is damaged it is very difficult (impossible?) to repair Creates the impression the business is only interested in their part of the agreement (the cash, the booking) – and not focussed on fulfilling agreed requirements Can give rise to legal action – such as damages and or enforced undertakings Can result in adverse publicity – where the matter is raised in the media or otherwise made public Destroys the potential for relationships.
TG_Establish_&_maintain_a_bus_relationship_refined.docx