Set a tone that creates an atmosphere of excellence for your guests AND your Change Makers. Lead by modeling servant leadership, care and fun!


Demonstrate an atmosphere of teamwork, grace and encouragement that fosters a spirit of care and support for our guests. Assist leaders in developing and leading in a culture of positivity, appreciation and affirmation.


  • Assignment 1 // Read the scripture passages below and answer the questions.

  • Assignment 2 // Read Chapter 6 in “First Impressions” by Mark Waltz and answer the questions.

  • Assignment 3 // Interview a leader who you feel has developed a culture of leading through encouragement and appreciation.


1 Thessalonians 3:9

For what [adequate] thanks can we offer to God for you in return for all the joy and delight we have before our God on your account?

Philippians 2:5

Your attitude should be the same as that of Christ Jesus.


  1. When someone is quick to thank you for your service and/or your willingness to serve, how does that make you feel?

  2. How do our volunteers bring us joy and delight? How can we communicate to them that they bring us (as well as the Lord) joy and delight?

1 Thessalonians 5:12

Now we ask you, brothers and sisters, to appreciate those who diligently work among you [recognize, acknowledge, and respect your leaders], who are in charge over you in the Lord and who give you instruction.


  1. Discuss a situation or a time when you felt undervalued and unappreciated. Share a few simple gestures or actions that could have made you feel differently.
  2. Think of a leader you admire. List 5 ways that leader has demonstrated recognition and/or appreciation to his/her team.


Excerpt from Ch 6 “First Impressions”

“True leaders genuinely value people. Leaders don’t use people; they give them the tools that enable them to succeed. When you look for leaders, look for people who are looking out for others. Look for people who will create an invigorating atmosphere - both on their teams and through their teams. Recruit leaders who model warmth and approachability to guests and teammates.”


  1. The following are ways we can build a culture of excellence to our guests and through our teams - true or false?
  • We must cast a clear, well-organized vision of Guest Services to our Change Makers. T or F?
  • We train thoroughly to give our Change Makers the tools to deliver great service to our guests. T or F?
  • We communicate clearly and in a friendly and timely manner to our Change Makers. T or F?
  • We interact often and become care partners in our Change Maker’s personal lives. T or F?
  • We follow up on Change Maker’s that have been away for awhile or sick. T or F?
  • We thank and affirm OFTEN. T or F?
  • We share successes and failures humbly. T or F?
  • We ALL buy into this culture of encouragement and appreciation. T or F?

2. How do our guests benefit from an atmosphere of care, warmth, servant leadership and affirmation within our teams?

Excerpt from Ch 6 “First Impressions,” pg 83

“Invite people who appreciate third place to lead with you”


  1. What does the term servant leadership mean to you?



Think about a leader who leads with encouragement, affirmation and appreciation. Ask them why they feel it is important to lead in such a way. Ask them how they developed those characteristics in themselves and how do they exercise those qualities when they lead their teams? Take notes. Be prepared to share your observations with the group.


LEADERSHIP TAKEAWAY (To be completed during group discussion)