Judi Brownell is a professor at the School of Hotel Administration. She teaches courses in organizational behavior and management communication. Brownell has international teaching experience and her on-line eCornell executive courses are taken worldwide. Brownell’s research projects include studies on managerial listening behavior and the competencies required for global hospitality leaders. She has created tools to assess employee-organization fit and the communication of service values. Her current research focuses on listening as it relates to communicating and maintaining service quality standards in the international cruise industry. Brownell has authored several textbooks, published over 80 articles, and serves on several editorial boards. She is also past president of the International Listening Association and has received awards for her research in this field. Brownell has conducted training and consulting for a wide range of hospitality organizations. Among her projects, she has designed assessment centers for hospitality leadership development. A seasoned administrator, Brownell has served as the school’s associate dean for academic affairs, dean of students, and director for graduate studies. She has also been academic area director for both the organization behavior and management communication disciplines.
Developing a Culture of EmpowermentCornell Course
of Empowerment
Cornell CourseDeveloping a Culture of Empowerment ()
Tell me more!Online
Course Overview
In this course, you will begin by focusing on service intangibles and consider the power of both customer perceptions and experience management in delivering exceptional service. The impact of sharing service stories and the benefits of fostering creative approaches to addressing service challenges are emphasized as participants consider how to facilitate a strong culture of service excellence. Providing phenomenal service requires empowered employees, and along with your fellow students, you will discuss methods of preparing employees to solve problems, make decisions, and address issues of service recovery. Then, you will consider how to best facilitate performance management practices including coaching and mentoring. A compassionate workplace fosters increased satisfaction and productivity, and the course concludes with suggestions for focusing on service employees' health and care.
Key Course Takeaways
- Select service-centered employees
- Orient and socialize employees to practice high service standards
- Create a team-centered, collaborative culture
- Provide training that facilitates service excellence
How It Works
Course Length
2 weeks
Effort
3-5 hours per week
Format
100% online, instructor-led
Course Author
Judi Brownell
Professor
Cornell SC Johnson College of Business
Professor, SC Johnson College of Business, Cornell University
Who Should Enroll
- Any organization looking to provide a consistent high level of customer service
- Managers and leaders responsible for serving external and internal customers
- Leaders and team members at financial institutions
- Hotel and restaurant leaders and team members
- Healthcare facility leaders and team members
- Retail leaders and team members
- Small business leaders
Get It Done
100% Online
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