PowerPoint Presentation

NewColleagueOrientation

AWarm Welcome!

AWarmWelcome

Today’s Objectives - LEARN

• Learnwhat makesShangri-Laa leading luxurybrandwith Asianheritage

• Explorethe historyof Shangri-Laand the differentbrands that weoffer toour guests

• Assesswhoare the Shangri-Laguestsand their expectations

• Recognizehowquality& sustainabilityare a fundamental partsof our roles

• Need for youto becomea true representativeof Shangri-La

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Let us make the BESTout of today!

Begin by learning the brand history

Engagewith our hotel leaders

Successstrategies ofour group

Test our knowledge

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Overview

Here is what you need to know about Shangri-La as you begin your journeywith us.

Our Story

Our Leaders

Our Culture

Our Hotel

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Welcome by Mr. Oliver Bonke, President & COO

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Welcome Activity

Let us get to know each other a little better

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Welcome Activity

Activity Brief:

Duration: 10mins

All participants to gather around

1. One adjective that describesyou the best 2. One thing thatdescribes what you do (preferably apicture)

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The legend of Shangri-La

“if we have not found the heaven within, we have not found the heaven without” - Lost Horizon

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Shangri-La today

Asynonymfor“Paradise”

Even though mythical in origin, the name perfectly encapsulates the genuine serenity and service for which Shangri-La Hotels and Resorts have come tobe recognised.

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Our Milestones

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How did our story begin?

1984 First Shangri-Lahotel in Chinaopens in Hangzhou

1989

1949 Parent company, the Kuok Group, is established

1979 KuokHotels is formed to manage threeproperties:

1994

1 st Traders hotelopens in Beijing

Shangri-LaHotel Jakarta opens

1982 Shangri-La Int’l. Hotel

1997

1986 Shangri-Lahotel, Bangkokopens

1992

1971 1st Shangri-Lahotelopens in Singapore

Golden circleis launched

Shangri-Lahotel,Manila opens

Management Ltd. (SLIM) is founded

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How did our story begin?

2010

2014

2003

2009 Shangri-Laopens in Vancouver &Tokyo

2016 Shangri-La’s Hambantota resort & spa, Sri Lankaopens

2018

Shangri-Lahotel, Paris Opens

1 st HotelJenopens in Singapore

Shangri-La forays in Australia & MiddleEast.

Launchof new MobileApp

2010 GlobalAdcampaign:“It’s in our nature” launched

2011 Kerry HotelPudong, Shanghaiopens

2015

2004 First Chi, the Spaopens in Bangkok

2017 Shangri-La openedits 100thhotel inXiamen

Shangri-LaUlaanbaatar, Mongolia opens

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Our Brand PresenceToday

42,000 colleaguesworldwide

9 Hotel Jen

86 Shangri-La hotels& resorts 3 Kerry Hotels

24countries

Over 40,000rooms

2 Clubs

3 Traders Hotels

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Our Leaders

Our Senior Management at the Shangri-La group

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Organisational Pillars Structure (Effective January 2019)

LINESOF BUSINESS

CORPORATE FUNCTIONS

COMMERCIAL/OPERATIONS FUNCTIONS

REGIONSOF BUSINESS

Brands

Finance

SouthChina

Shangri-La

Marketing

Procurement

EastChina

Traders

Sales– GSO& NSO

HR

North China&Mongolia

Jen

RevenueOptimisation

Technology

North Asia, Philippines&Pacific

Family

Operational Performance

CorporateCommunications

SouthEastAsia

F&B

Engineering

Legal/ CorporateSecretary

Middle East,India & Indian Ocean

Investment Properties

Security

IMBD

Europe andNorth America

ProjectsDevelopment

InternalAudit*

Supportedby

BUSINESSSERVICES/SSC

“OTHERS” i.e Studio

FSSC

ITSS

HRSS

CEPT

TDC

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* Reportsdirect to ARC

Senior Management

LIM Beng Chee Chief Executive Officer

Hui KUOK Chairman

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Senior Management

Dennis TAN Chief Financial Officer

TAN Aik Peng F&B Chief Executive Officer

CHUA Chee Wui Chief Investment Officer

George C Tan Chief Human Resource Officer

YANG Jian Cheng Chief Technology Officer

Sunny PAW Deputy CEO, North China EVP, Operations, North China

CHAN Kong Leong Regional CEO SEAA

Oliver BONKE President and COO Regional CEO MEIA from 1st Jan

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Headquarters & Regional Offices

2 Headquarters: Hong Kong&Singapore

Region: Europe & Americas Office: London

Region: North China Office: Beijing

Region: EastChina Office: Shanghai

Region: Middle East, India & Indian Ocean Office: Dubai

Region: North Asia, Philippines & Pacific Office: Hong Kong Region: South China Office: Hong Kong

Region: SoutheastAsia Office: Singapore

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OUR REGIONAL LEADERS

Parikshit Sen Gupta Vice President – Finance

John Northen EVP Middle East, India and Indian Ocean

Natalie Nasser Vice President – Sales

Dirk-Jan Rijks Vice President HR - MEIA

Sdsd

Kapil Aggarwal Vice President Mgt. & Business dev & Dep to EVP Operations – Investment (MEIIO)

Kristi Grotsch Senior Manager Learning & Development - MEIA

Bradley Barker Assist. VP - HR (Talent Acquisition) – MEIA

Nicolas Hauvespre Vice President – Marketing

OUR REGIONAL LEADERS

Rushali Shetty Dir of L&D – SLDB Service Excellence Mgr. – MEIIO

Ashish Bansal Assist. VP – Revenue Optimization (MEIIO)

Jessica Womack Assistant VP –Digital marketing - MEIIO

Ruwaida Abela Assistant VP Public relations -MEIIO

Our Shangri-LaGroup

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Growing beyondhotels

Developing shopping malls,office complexes & residences

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Developing newmodels

Existingmodels

NewModels: Buds by Shangri-La Trainyard gymbyShangri-La

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Building ourF&BBusiness

Developing remarkable F&Bservice and dining experiences

Here are a fewexamples: BackroomSpeakeasy Huai YangCuisineTraining Kitchen

Beersmith GastropubHero HungTongPrivatedining RedSugar Origin Bar – ThePearl Vinotheque

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Shangri-LaGroup

Our BusinessVerticals

Switch to menti.com

Apart from luxury hospitality, Shangri-Lagroup is also involved in:

1. Malls &Office Spaces 2. Apartments & Residences 3. Unique F&Bexperiences 4. Multi-use development spaces

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Sowhat’s in it foryou?

We have tremendous opportunities for individuals to grow with awide range of careers in the different aspects of our businesses.

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: OUR FAMILY OF STAY BRANDS

AlwaysReadyFor TheSmart Traveller

ToTreatAStranger AsOneOf Our Own

Seizethe Stay

More RoomForLife

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Brands Overview: Differentiation

What makes each member of our family unique?

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Our Brand Characteristics

Attributes ServiceStyle Personality

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Shangri-La hotels & resorts

Totreat a stranger as oneof our own. It’sin our nature.

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Shangri-La hospitality

Aheart-warming family

Brand Expression: Totreat a stranger asoneof ourown characterises the hospitality one can expect from Shangri-La Hotels and Resorts.

BrandPositioning: Hospitality from the heart

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Shangri-La hotels & resorts –Our Manifesto

A heart-warming family

We are a family. We share something powerful – our genuine care

and respect for others. This belief shapes us. It shapes the way we

treat all people with selfless sincerity and thoughtful courtesy,

understanding needs and sharing feelings. It shapes the way we

transform our gracious and enchanting Asian manner to authentic

experiences straight from the heart. Our strength lies beyond our

harmonious surroundings and hideaway locations. It lies in our core

values that guide us to treat each and every one with honor, as kin,

as family. In our family you will find tranquility, sincerity and

something a great deal rarer – our special kind of hospitality,

hospitality from the heart.

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Shangri-La hotels & resorts

“No matter how far they have travelled, guests feel genuinely welcomed and at ease, as if they are at home.”

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Tradershotels

Alwaysready for the SmartTraveler

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Traders hotels

An empowering family

Brand Expression: ‘Alwaysready for the smart traveller’.

cater to

savvy, who

Traders Hotels

travellers passionate appreciate smart funct ionality and getting things done.

Brand Positioning: Efficiency and functionality value conscious traveller

for the

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Traders hotels – Manifesto

An empoweringfamily

We are a family with trade in our genes. We know the thrill success

brings as well as the planning, hard work and sacrifices necessary to

achieve it. To support each and every one who strives to make

business flourish, we offer versatile efficiency, friendly simplicity

and thoughtful practicality in a vibrant and youthful environment. In

our network everything is designed to ensure you are ready to

make the most of tomorrow. We are the road warriors’ family. We

support your efforts and celebrate your successes, because when

you prosper, weprosper.

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TradersHotels

“Each Traders Hotel is, therefore, a vibrant yet professional environment, designed to complement guests at work, rest orplay.”

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KerryHotels

More room for life

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Kerry hotels

An inspiring family

Brand Expression: ‘Moreroom for life.’ Kerry Hotels are vibrant and buzzing with life and activity. With unique, functional designs and enthusiastic, intuitive service, Kerry Hotels are places for a luxurious stay and inspirational experiences.

Brand positioning: ‘Neighbourhood inside’

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Kerry hotels – Manifesto

An inspiringfamily

Our family embraces life. We seek enjoyment and a balanced

lifestyle. Our engaging, expressive personality creates a vibrant

atmosphere and inspirational experiences. Our spirited creativity,

stylish manner and unpretentious nature awakens one’s own

individuality. We are not bound by protocol and take ownership to

be adaptable and responsible. Weare youthful and alluring.

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Kerry hotels

“ Each Kerry Hotel is vibrant and buzzing with life and activity. We are defined by a spirited style and a careful attentiveness that bestows asenseof individuality. ”

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Hotel Jen

Seize thestay

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Hotel Jen

BrandPlatform

BRAND EXPRESSION

BRAND POSITIONING

BRAND VISION

BRAND MISSION

Toinspire travellersto find fresh, interesting perspectives by sparking unscripted exploration on every trip.

Toenable curious travellers to go beyond the surface and create their own travel memories.

Helping travellers unravel the city, meet the locals and elevate the ordinary.

SeizetheStay

CORESERVICEVALUES: Simple pleasures / Easy Efficiency / Ingenious Ideas

COREEXPERIENCE VALUES: Senseof Adventure / UrbanEnergy

BRANDPILLARS: Local Rituals / After Hours / Get. Set. Eat. / Jen-WhyArt

PERSONALITYATTRIBUTES: Sincere / Spirited / Energetic

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Our Brands

Attributes

Individual Inspirational Vibrant Adaptable

Efficient Simple Versatile Unceremonious

Sincere Spirited Energetic

Harmonious Tranquil

Authentic Luxurious

58

Our Brands

ServiceStyles

Fussfree quality, comfort & value with a twist

Formal yet personalized

Casualyet functional

Informal yet proactive

59

Our Brands

Personality

Can-doattitude Proactive Practical Smart

Thoughtful Uplifting Outgoing

Enchanting Graceful Appreciative Anticipating

Spirited Engaging Unpretentious Alluring

60

Our Brands

Experience

61

Our Brands

Experience

Fiction became fact in 1971,when the first Shangri-Lahotel opened in Singapore.Thismarked the beginning of a new standard for hotel excellence. By redefiningwhat it means to be ahost, Shangri-LaHotelsandResortsquickly developed a reputation for being a brand that puts care from the heart at the core of its hospitalityexperience.

Efficiency and functionality forthe value-conscious traveler

Avibrant yet relaxed lifestyle

City hotels Aluxurious retreat for the busytraveler

ASense of Adventure UrbanEnergy

Resorts Renew, relaxand discover

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Where would you stay? Given an opportunity to stay at one of these brands, which one will you choose?

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OurCulture

Shangri-Lahotels & resorts

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Shangri-LaGroup

We aim to be the first choice for guests, colleagues, shareholder and business partners.

65

Shangri-La hotels & resorts

We aim to be the first-choice for guests, colleagues, shareholders& business partners.

OURPHILOSOPHY

Shangri-La hospitality from acaring family

OURMISSION

Todelight our guestsevery time by creating engaging experiences of hospitality straight from ourhearts.

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Shangri-La hotels & resorts

Aheart-warming family

Selfless sincerity Thoughtful courtesy Authentic experiences straight from the heart Treat eachand every one as family Enchanting and graceful

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Shangri-La – Our CoreValues

That bind us together asa family

69

NewColleague OrientationProgram

Let us put our core values into action

What do each of our core valuesmean?

Humility: Thequality of havingamodest view of one's importance. Courtesy: Polite, respectful, or considerate in manner. Helpfulness: Always ready to provide assistance Respect: Havingdue regard for someone's feelings, wishes, or rights. Sincerity: Theabsence of pretence, deceit, or hypocrisy.

Selflessness: Toput the needs andwishes of others before one's own.

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Activity: Having a conversation about our values (Role Play)

In groups, 10mins.

Eachteamwill be assignedone of the Shangri-Lavalues.

1. What is the meaning of the

value? Produce adefinition about this value.

1. Provide examples of how this value can be demonstrated in your role at work? Youwill be doing a2-minute presentationabout your assignedvalue to the otherteams.

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It’s RECAPtime!

New Colleague Orientation

Brand Characteristics

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Our Learning

Takecharge of your learning via the

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Shangri-LaAcademy

Learning tool for everybody

• Learn at yourpace

• Monitor your progress

• Refresh &revise topics

• Accesscatalogues

• Programs for all levels

• Video library collection

https://www.shangri-laacademy.com

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ONBOARDI N G JOURNEY

Completeby

LEGEND:

From date of joining

E-Learning

Department Onboarding

+ SFSMS* Day 7 - 30

Service Modules Shangri-La Care

Face to FaceTraining

On the Job Training

Day

Fire Life Safety and Security

*For selected colleagues

1-90

Day

1-90

1-30

New Colleague Orientation

Next Steps: Complete your e-Learning essentialsmodules via the

1-30

https://www.shangri-laacademy.com

Shangri-La hotel,Dubai

Our hotel, our pride

Our Hotel, Our Pride

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Shangri-La hotel, Dubai

Abrief history

Hotel Operations commencedon 8 July , 2003

 Shangri-La Hotel, Dubai is an impressive 200 meter, 43-storey multi- purpose complex o Neo-classical design with delicate touches of modern Arabia. o Located on Sheikh Zayed Road o 15 min away from Dubai Int’l Airport o 5 min from World Trade Centre, Convention Centre, Dubai Mall and Burj Khalifa.

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Shangri-Lahotel, Dubai

Products Services Features

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Dar Al Wasl Suite (43rd Floor)

Al Shams Suite (42 nd Floor)

Health Club – Horizon 42 nd Floor

Horizon Floors (39 th – 42 nd Floor)

Engineering (28 th Floor)

Guest Rooms (29 th – 43 rd Floor)

Serviced Apartments (20 th – 27 th Floor)

Shangri-La Residences (12 th – 19 th Floor)

Engineering (11 th Floor)

Ballrooms (9 th Floor)

Offices (5 th – 8 th Floor)

Business Centre (3 rd Floor) & Health Club (4 th Floor)

FO (Lobby), F&B outlets (Lobby to 2 nd Floor)

New Colleague Orientation Program

Shangri-La hotel, Dubai

Rooms Info

Total Keys: 302

Furnished apartments: 126

Horizon Club& bespoke lounge offerings

Offering panoramic views of the city

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Shangri-La hotel, Dubai

Rooms Info – Deluxe, Cityview, Seaview rooms & Horizon club rooms

Deluxe rooms:

City view rooms: 178

Sea view rooms: 27

Horizon Club: 24

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Shangri-La hotel, Dubai

1. Horizon Floors:

• 41 st floor – 15 rooms • 40 th floor – 21 rooms • 39 th floor – 24 rooms

• 29 th floor – 24 rooms • 30 th floor – 24 rooms 2. Smoking Floors in the hotel:

• 22 nd floor – 16 apartments • 24 th floor – 16 apartments • 25 th floor – 16 apartments 3. Smoking Floors in the Serviced Apartments:

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Shangri-La hotel, Dubai

F&BInfo

There isonly one!

Largest selection of food and beverage options in the city

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Shangri-La hotel, Dubai

F&BOverview – Dunes Café

An ideal venue for all-day dining and sumptuous buffets

Largestrestaurant in thehotel

Location: LobbyLevel

International Cuisinewith live cooking stations, buffet & a la carte selection.

Insert photographs or if your property has a video featuring its facilities and services.

OperatingHours: Breakfast : 06h00 - 10h30 (Weekends& PH) 06h00 - 11h00

Lunch : 12h00 - 15h00 Dinner : 18h00 – 23h00 Ala Carte: 16h00 – 17h00

Seats: 134

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Shangri-La hotel, Dubai

F&BOverview – Lobby Lounge

Lobby Lounge offers a blend of Asian and Arabic hospitality in chic surroundings.

A tranquil ambience makes this an ideal place to meet clients, enjoy a speciality tea or coffee, or savour an aperitif as you listen to the relaxing sounds of our in-house band

Operating Hours:

Breakfast: 08h00 – 11h00 Lunch: 11h00 – 15h00 Dinner: 19h00 – 23h00

Evening / Snacks: 23h00 – 02h00

Seats: 80

93

Shangri-La hotel, Dubai

F&BOverview – ShangPalace

Signature Chinese& Cantonese restaurant

The signature restaurant of Shangri-La Hotels worldwide, Shang Palace, proudly presents mouth-watering Cantonese and provincial Chinese delicacies, including yum cha, highly acclaimed Beijing Duck and an extensive list of fragrant teas.

Location: Level 1

Lunch : 12:00 – 15:00 hrs Dinner : 19:00 – 00:00 hrs Seats: 78

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Shangri-La hotel, Dubai

F&BOverview – Hoi-An

SophisticatedVietnameseCuisine

With an entirely Vietnamese kitchen and service team, Hoi An offers a mesmerising blend of authentic Vietnamese flavours and traditional hospitality.

Operating Hours Lunch : Fri & Sat only – 12:30 to 16:00 Dinner: 19:00 – 00:00 hrs

Seats: 52

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Shangri-La hotel, Dubai

F&BOverview –BalconyBar

Featuringanimpressiveselectionof world-classcigars, specialtycognacs andwhiskies.

OperatingHours: 09:00–03:00hrs

Seats:42

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Shangri-La hotel, Dubai

F&BOverview Oni Restaurant & Lounge – 2nd Floor

The restaurant recalls the glamour and intrigue of Japanese culinary culture, combining modern Japanese flavours using traditional techniques, world-class mixology, and dramatic design. With luxurious décor drawing inspiration from the ancient Japanese tradition of ‘golden repair’ or ‘Kintsugi’, ONI Lounge & Restaurant exudes an ambiance that is sultry, bold yet high-energy

OperatingHours: Lunch: 12:00–15:30hrs Dinner: 19:00–01:00hrs Bar: 18:00–02:00hrs

Seats:90

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Shangri-La hotel, Dubai

F&BOverview – Day Kandy

Perfect venue for snacks at the poolside

OperatingHours: 09:00 – 18:00 hrs

Seats: 120

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Shangri-La hotel, Dubai

F&BOverview – Ikandy

The perfect venue to enjoy a glass of Champagnewhile seeing the beautiful view of Burj Khalifa. Serving Finger food, cocktails and Shisha.

OperatingHours: 18:00 – 02:00 hrs

Seats: 120

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Shangri-La hotel, Dubai

DramaClub

DramaClub is your luxurious, VIP& Exclusive Destination for best Khaliji Nights &Music ever in Dubai.

OperatingHours: 23:30 to 04:00

98

Shangri-La hotel, Dubai

Chi spa& Health Cluboverview Hair salons AMRO (Female) & GRAFFIO (Male)

• • • • • • • •

1 Retail shop

Sauna, Steam, Jacuzzi and Plunge pool

Free form swimming pool

Pool deck

9 Treatment rooms

Movement Studio and Gymnasium

Squash & Tennis court

Relaxation lounge

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Our Hotel Leaders

Ex-Com& Department Heads - Introduction

Committed

Kind

Persuasive

Creative

TarekMedhat

HakanOzel

ElcinGuner

Chithrananda DeAlwis

DIRECTOROF ENGINEERING

DIRECTOROF HUMANRESOURCES

DIRECTOROF SALES&MARKETING

GENERALMANAGER

102

Our Hotel Leaders

Ex-Com& Department Heads - Introduction

CriticalThinker

Passionate

Hilarious

Nikolaos

NikhilJayaram

Rima

Tsimidakis

Bouyounes

FOOD&

EXECUTIVECHEF

BEVERAGE OPERATIONS MANAGER

DirectorofRevenue& Optimizaition

103

Sustainability

Our SocialResponsibility

What is CSR(Corporate Social Responsibility?)

Sustainability atShangri-La

110

Our CSRVision / MissionStatement

Our commitment to our guests, colleagues, shareholdersand businesspartners.

Weenvision a community of responsible and educated citizens who are environmentally conscious,practicesocial responsibility in their daily lives and inspire others to do the same. Wecommit to operating in an economically, socially and environmentallyresponsible manner whilst balancing the interest of diverse stakeholders. We strive to be a leader in corporatecitizenship and sustainable development, caring for colleagues and guests, seeking to enrich the quality of life for the community in which we do business in and serving asgood stewards of the society and environment.

111

Sustainability at Shangri-La

Our focusareas

112

Sustainability at Shangri-La

Our flagshipprojects

Unifies all biodiversity conservationand habitat protection programs

Carefor the underprivileged today sothey can care for themselves and others tomorrow through sustainable education and health programs Eachhotel is tied to achildren’sorganisation for about 5-10 yearswith the aim to teaching them skills so they canbe self- reliant in the future

Promotes better guest andlocal community engagement

Enables cross-promotion of all conservation programs

Turtle hatcheries, coral conservation, marine protected areas , reforestation

113

114

NewColleague OrientationProgram

UAEDownSyndromeAssociation

115

Lunchbreak

12:30 –13:30

Shangri-La hotel,Dubai

PropertyTour

SLDB– FAQQuiz

Let us recollect some excitingfacts about our hotel.

107

Break

Pleasebe back in 15 minutes

108

LIFELESSONS

Kind

Hakan Ozel GENERALMANAGER

117

HROverview

A. ElcinGuner DirectorOf HumanResources

118

PASSIONATE

In times of adversityand failure, there is always opportunity

In times of adversityand failure, there is always opportunity

In times of adversityand failure, there is always opportunity

PERSUASIVE

A.Elcin Guner DIRECTOROFHR

119

Engineering Overview

Chithrananda De Alwis Director of Engineering

122

Stop chasing the money and start chasing the passion.

If you are not prepared to be wrong, you will never come up with anything original.

If you really want to do something, you will find a way. If you don’t, you will find an excuse.

COMMITTED,

CHITHRANANDA

DEALWIS

DIRECTOR OF ENGINEERING

123

F&BOverview

Nikhil Jayaram F&B OPERATIONS MANAGER

120

LifeLessons

Serving creates Meaning

YourLifeisNOW

Do the work

PASSIONATE

NIKHIL JAYARAM

F&BOPERATIONS MANAGER

121

Kitchen Overview

Nikoloas Tsimidakis Executive Chef

126

“There are no secrets to success. It is the result of preparation, hard work, and learning from failure."

“Opportunities don't happen. You create them."

HILARIOUS

Music is my therapy..

NIKOLAOS TSIMIDAKIS

EXECUTIVECHEF

Fishing is love…

I wanna fly….

127

Revenue

Rima Bouyounes Director of Revenue & Optimization

126

“It’s only with the heart that one can see rightly. The essential is invisible to the eyes – The Little Prince"

Dogs wisdom: “worry less about things you can’t eat or play with”

Always up for a ride

Critical Thinker

Rima Bouyounes

The secret life of pets

Once upon a time …

DirectorofRevenueand optimization

127

FinanceOverview

Sunil Krishnan Assistant Director of Finance

128

SalesOverview

Tarek Medhat Director of Sales & Marketing

124

It’s not about having the right opportunities. It’s about handling the opportunities right.

Together we stand, divided we fall.

If you’re struggling to make sales, the first thing you should check is your attitude.

CREATIVE

Tarek Medhat

DIRECTOROFSALES& MARKETING

125

Our growth transformationjourney has just begun

Tosucceed, we must first:

Takefull accountability inyour areas of work – have an “ownership of issue” mindset

Collaborate for a shared goal

Get the basicsright

131

Our Win-Win-Win Model

OurCustomers

• Dependable quality • Consistency in service • Great experience

Employeesand Stakeholders

LocalCommunities

• Rewarding and fulfilling career • Scaleandprofitable • Growth

• Jobcreation • Investment • Sustainability

132

1. Taking Ownership

2. Closing the Loop

3. Bridging the Gap

133 Succeeding Together

TakingOwnership in your area of responsibility

Developingdeep expertise in the work you do

134

Closing the Loop

Closelyfollowing upandgetting things done

135

Bridging the Gap

Proactively offering input andsolutions to fill the gap

136

Thank You

138

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