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Chapter 1: The Supervisor as Manager
Objectives 1. Describe the primary role of a supervisor in the
hospitality industry. 2. Explain the different levels of
supervision, and identify first-line supervisors on an
organizational chart. 3. Define the terms authority and
responsibility. 4. Explain the difference between exempt employees
and nonexempt employees. 5. Outline the supervisor' s obligations
and responsibilities to owners, customers, and
employees. 6. Describe briefly the important functions of
management. 7. Explain the challenge of applying common management
theories in the hospitality work
environment. 8. Compare and contrast the major theories of
people management as they relate to hospitality
employees. 9. List examples of technical, human, conceptual, and
personal skills used by hospitality
supervisors.
Summary This chapter examines the supervisor's role as a
manager. The supervisor is responsible for managing personnel and
their work. A supervisor in the hospitality industry has
obligations to his superiors, to the employees he or she oversees,
and to the guests. If a supervisor takes proper care of his
employees, they will take care of the guests and the superiors will
be satisfied. As a manager, the supervisor will plan, organize,
lead, and control/evaluate, among other functions. Many theories of
people management have been postulated from scientific management,
to human relations theory, to participative management and total
quality management. Often a blend of these management styles,
called humanistic management, will be useful in the foodservice
industry. To manage effectively a supervisor will need managerial
skills in the form of technical skills, human skills, and
conceptual skills. He or she also must be able to manage himself or
herself using personal skills. A new supervisor must be ready to
make personal sacrifices and develop the qualities needed to
successfully manage others. If they do so, they will find
supervision stimulating and rewarding.
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Outline 1. The Supervisor's Role (p.4)
A supervisor is any person who manages people making products
and/or performing services. A supervisor is responsible for the
output of the people supervised - the quality and quantity of the
products and services. A supervisor is also responsible for meeting
employee needs, and can ensure producing goods and services only by
motivating and stimulating employees to do their job properly.
(p.5)
First-line supervisors manage hourly employees. (p.5)
Organizational Charts (p.5) Concepts:
o Line functions (individuals directly involved in producing
goods and services (p.5)
o Staff functions (advisors such as HR or Training) (p.6) o
Authority (right and power to make decisions and actions) (p.6) o
Responsibility (obligation to carry out duties) (p.7) o Nonexempt
employees (covered by federal and state wage and hour laws such
as
minimum wage and overtime) (p.9) o Exempt employees (not covered
by federal and state wage and hour laws) (p.9) o Working
supervisors (supervisor who spends part of workday performing
doing
work of hourly employees) (p.8) 2. Obligations and
Responsibilities of a Supervisor (p. 9)
The supervisor in the middle (Figure 1.5) (p.12) o Represents
management to workers o Represents workers and work to management o
Represents the enterprise to the customers
Boomerang management - reverting from the management point of
view to the worker's point of view (p.13)
A supervisor has obligations to owners - their profit, systems,
and goals (p.13) A supervisor has obligations to guests - providing
the products and services they come
for(p.14) A supervisor has obligations to employees (p.15)
o Positive work climate, respect for the individual,
communication, and belonging (p.15)
o Different needs of generation X, Y, and Z (p.17) o There is a
growing diversity in hospitality employees (p.17)
So who is number one? If the manager/supervisors take care of
the employees, the employees will take care of the customers, and
the profits will take care of themselves. (p.18)
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3. Functions of Management (p.19) A manager is a person who
directs and controls an assigned segment of the work in a
business; a supervisor is a manager. (p.19) Four main functions
of management: (p.19)
1. Planning (looking ahead to chart goals and the best courses
of action, determining who, what, why, when, where, and how work
will be done)
2. Organizing (putting together the money, personnel, equipment,
materials, and methods for maximum efficiency to meet goals)
3. Leading (interacting and guiding employees about getting
certain goals and plans accomplished; involves communicating,
motivating, delegating, instructing, supporting, developing, and
mentoring employees)
4. Controlling and evaluating (monitoring and evaluating results
in terms of goals and standards previously agreed upon, and taking
corrective action)
Management theory can be useful , even in a crisis. The problem
is how to apply it. In the hospitality industry, __ the situation
changes every 20 to 48 seconds, and the unexpected usually happens.
Mai1aging becomes the ability to adjust actions and decisions to
given situations according to the demands of those situations -
flex style of management (doing what will be most effective in
terms of the situation, your workers, and yourself. (p.19)
4. Theories of People Management (p.22) Scientific management,
according to the work of Fredrick Taylor, has four features:
(p.23) o Standardization of work procedures and methods o
Careful selection of competent people o Constant supervision o
Incentive pay
Using standardization and principles of work simplification,
scientific management led to the new field of industrial
engineering. Give examples of standardization (standardized
recipes) and benefits. (p.23)
The human relations theory (1930s and 1940s) was an outgrowth of
studies made at Hawthorne plant of Western Electric, in which the
focus shifted from work to people. Human relations theme is that
happy employees will be productive. (p.25)
Total Quality Management (TQM) is a participative process that
empowers all levels of employees to work in groups to establish
guest service expectations and determine the best way of meeting or
exceeding those expectations. (p.26)
In participative management ( 1960s and 1970s), workers
participate in the decisions that concern them, resulting in
improved work climate and increased commitment. (p.26)
Humanistic management is a combination of the scientific, human
relations, and participative systems adapted to the needs of the
situation, the workers, and the supervisor's leadership style.
(p.26)
Another form of ROI - return on individuals. (p.27)
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5. Managerial Skills (p.27) Technical skill is the ability to do
the tasks of the people you supervise. (p.27) Human skill is the
ability to handle people successfully, and involves attitude,
sensitivity,
and self-awareness. (p.28) Conceptual skill is the ability to
see the whole picture and the relationship of each part to
the whole. (p.29) Personal skills and qualities: (p.30)
o Self-management (be an opportunity thinker instead of an
obstacle thinker) o Strong self-image o Belief that employees will
perform well o Flexibility and creativity o High energy levels o
Ability to work under much pressure
True or False On the following questions, answer whether the
statement provided is true or false .
T F 1. Happy employees are the most productive of all workers. T
F 2. Supervision means carrying out your responsibilities by
getting work done through
others. T F 3. Conceptual skill is the ability to see and deal
with the whole picture. T F 4. It is the supervisor's duty to take
the workers' side in any conflicts with
management. T F 5. Studies of outstanding top executives have
found they all have certain traits: drive
for power, imagination, and charisma. T F 6. To be successful as
a supervisor you should know how to accomplish the tasks that
your employees perform. T F 7. Good working relationships with
employees can be developed by treating people as
individuals. T F 8. To most hourly workers the supervisor
represents the company. T F 9. A first-line supervisor managing
hourly workers is not considered a true manager. T F 10. Budgeting
is an example of planning.
Key Term Review On the following questions fill in the blank
with the most appropriate key term.
1. A(n) possesses the rights and powers needed to make decisions
and take the requisite actions to get the job done.
2. _ ________ focus on why a situation is impossible and retreat
from it.
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3. If a manager reverts from a management point of view to a
worker ' s point a view they are practicing
--------
4. _ _ _____ _ _ concentrate on constructive ways to deal with
challenging situations.
5. The ability to see the whole picture and relationship of each
part as a whole is a
6. The type of diagram that shows the levels of management and
lines by which authority and responsibility are transmitted is a
_______ _
7. is a term used for measuring and evaluating results to goals
and standards that were previously agreed upon.
8. Putting together money, personnel, equipment, materials, and
methods for maximum efficiency to meet an enterprise ' s goals is
known as _______ _
9. Meshing the work of individuals, work groups, and departments
to produce a smoothly running operation is _ _ _ ____ _
10. _ _________ is a system that includes the workers in making
decisions that concern them.
11. A logical process used to identify causes and solutions to
problems is called
12. ________ is looking ahead to chart the best course of future
action.
13. , also known as controlling, is a term used for measuring
and evaluating results to goals and standards that were previously
agreed upon.
14. Using a logical process to identify causes and solutions to
problems (decision-making) or to make decisions is known as
------ ---
15. Employees that are not covered by wage hour laws and do not
earn overtime pay are called
16. is determining personnel needs and recruiting, evaluating,
selecting, hiring, orienting, training, and scheduling
employees.
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17. The ability to manage people through respect for them as
individuals, sensitivity to their needs and feelings,
self-awareness, and good person-to-person relationships is a
18. involves many skills, such as communicating, motivating,
delegating, ---------
and instructing.
19. One who directs and controls an assigned segment of the work
in an enterprise is known as a
20. Personnel who are not directly involved in producing goods
and services but advise those who do are known as
----------
21. The ability to perform the tasks of the people supervised is
known as a
22. Employees paid on an hourly basis who are covered by federal
and state wage and hour laws and therefore guaranteed a minimum
wage are known as __________ _
23. A supervisor who manages hourly employees is called a
__________ __ _
24. _ _________ is a supervisor who takes part in the work task
itself in addition to superv1s1t1g.
25. The three types of skills: technical, human, and conceptual
are known as
26. The obligation to carry out certain duties and activities is
called
27. A supervisor is one who works alongside his or her
------------
employees.
28. People born between the years of 1966 and 1976 are referred
to as
29. The fastest growing minority groups in the U.S . are
____________ and
30. Elton Mayo is known for his theory of management called
__________ _
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Concept Review Multiple Choice Questions On the.following
questions circle the choice that best answers the question.
1. The person who is responsible for the management of hourly
employees is the: a. kitchen manager b. first-line supervisor c.
working supervisor d. none of the above
2. The type of management that is associated with Frederick
Taylor is called: a. humanistic management b. participative
management c. scientific management d. boomerang management
3. The theory that emphasizes the importance of workers as
individuals is: a. human relations b. participative managerhent c.
scientific management d. total quality management
4. Which of the following would be categorized under staff
functions? a. the supervisor b. human relations c. training
directors d. band c
5. When faced with a challenging situation __________
concentrate on constructive ways of dealing with the circumstances,
whereas focus on why the situation is impossible and retreat.
a. opportunity thinkers, obstacle thinkers b. structured,
obstacle thinkers c. obstacle thinkers, opportunity thinkers d.
opportunity thinkers, structured
6. Staffing requires which of the following? a. evaluating and
selecting employees b. recruiting and determining personnel needs
c. orienting and training employees d. all the above
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7. A person who is responsible for the quantity and quality of
the products and services, meeting employee needs, and is
responsible for the output of the people supervised is known as
a(n):
a. employee b. training Director c. first-line supervisor d.
supervisor
8. The ability to perform the tasks of the people supervised is
known as: a. a technical skill b. understanding c. boomerang
management d. human ability
9. Being directly involved with the production of goods and
services is called: a. an exempt employee b. a part of line
functions c. , a nonexempt employee d. all of the above
10. A participative process that empowers all level of employees
to work in groups to establish guest service expectations is known
as:
a. humanistic management b. participative management c.
scientific management d. total quality management
11. If you are a manager you: a. are not responsible for the
output of the people you supervise b. are an exempt employee c.
direct and control assigned segments of work d. all of the
above
12. Low productivity and few customers could signify: a. a
challenging work climate b. a poor work climate c. a focus on work
d. none of the above
13. The skill(s) that a manager needs is/are: a. technical b.
conceptual c. human d. all the above
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14. One who is focused on work and is in close contact with the
people they supervise is: a. a first-line supervisor b. a kitchen
manager c. at the highest level of authority and responsibility d.
known as a working supervisor
15. Joe, a supervisor at the local sandwich shop is trying to
reduce daily tasks to the fewest possible motions. Joe is
attempting to utilize:
a. his human skills b. work simplification c. a more challenging
work climate d. a and b
16. Obligations and responsibilities of a supervisor include: a.
building a winning team b. communicating effectively c. motivating
your team d. all of the above
17. In order to effectively manage others you must: a. be able
to yell loudly b. be able to manage yourself c. do their job better
than they do d. always put the customer first
18. The term work simplification refers to: a. giving new
employees the easiest jobs b. doing simple jobs first c. finding
the most efficient way to do a job d. involving employees in the
decision making process
19. ROI, classically meaning Return On Investment, may also be
used to mean: a. Return On Individuals b. Record Observe
Investigate c. Recognize Our Intelligence d. Regulation Of
Inventory
20. The flex style of management refers to: a. always changing
how you manage to keep your employees on their toes b. calling on
theory, experience, and talent depending on the situation c.
controlling every facet of an employee's workday d. switching
between being a manager one day and a regular employee the next
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Discussion Questions
1. If you were the supervisor of a restaurant, which of the
management theories described in this chapter would your management
technique most likely fall under? Why?
2. Explain the tasks of the supervisor in the middle.
_____________ _
3. Which of the managerial skills describe in this chapter do
you feel is the most important? Why? ..
-----------------------------~
4. Discuss the differences between exempt and nonexempt
employees. ------
5. If the managers/supervisors take care of the employees, the
employees take care of the customers, who do you think is number
one? Explain why. __________ _
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Matching Questions
I . Standardization of work procedures, tools, and conditions of
A. Responsibility work
2. A system that includes employees in making decisions that B.
Authority concern them
3.
4.
5.
6.
The ability to perform the tasks of the people supervised
The ability to see the whole picture and the relationship of
each part of the whole
Possessing the rights and powers to make the decisions and take
the requisite actions to get the job done
The duties and activities assigned to a given job or person,
along with an obligation to carry them out
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C. Conceptual Skill
D. Participative Management
E. Technical Skills
F. Scientific Management
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Chapter 2: The Supervisor as Leader
Objectives 1. Identify typical hourly jobs in foodservice and
lodging establishments. 2. Outline the demographics of the labor
pool typically hired for hourly jobs in the hospitality
industry. 3. Explain the concept and of leadership. 4. Describe
the characteristics of leadership. 5. Compare and contrast the
concepts of formal authority and real authority. 6. Compare and
contrast Theory X and Theory Y management styles. 7. Describe and
give examples of leadership styles-autocratic, bureaucratic,
democratic,
laissez-faire, situational, transactional, and transformational.
8. Outline leadership practices. 9. Develop your own leadership
style .
Summary Chapter 2 describes the supervisor' s role as a leader.
Great leaders of the past have had many leadership traits in common
such as personal drive, a desire to influence others, and
self-confidence. Leaders have power, the capacity to influence the
behavior of others. A leader is someone who people follow
voluntarily. There are different styles of leadership, and which
one is appropriate will depend on the leader and the situation. A
supervisor must have vision and awareness to develop his or her own
style of leadership. As a leader, a supervisor may have a chance to
be a mentor. A mentor is a leader, role model, and a teacher to
someone less experienced.
Outline 1. You and Your Employees (p.40)
Eight percent of American employees work in foodservice . (p.40)
Many young people find their first job in foodservice or possibly
hotel. (p.40) The hospitality industry is staffed mainly with
part-time, short-term people "only
working here until..." (p.40)
2. Characteristics of Leaders (p.41) Fourteen traits of
leadership: justice, judgment, dependability, initiative,
decisiveness,
tact, integrity, enthusiasm, bearing, unselfishness, courage,
knowledge, loyalty, and endurance (known by the acronym JJ
DIDTIEBUCKLE). (p.41)
A person's drive shows that they are willing and able to exert
exceptional effort to achieve a goal. (p.41)
Leaders have a desire to influence others. (p.41)
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Theory X and Theory Y (p.48) o Theory X: workers are lazy, must
be coerced, controlled, and punished (p.48) o Theory Y: workers
will work willingly to meet objectives they feel committed to
(p.48) Situational leadership explains that leadership style
should be adapted to the situation
using a mix of directive behavior and supportive behavior.
(p.49) o Directing style (high on directive and low on supportive
behaviors) (p.49) o Coaching style (lots of directive behavior and
many supportive behaviors) (p.49) o Supportive style (high on
supportive behaviors, low on directive behaviors) (p.50) o
Delegating style (low on directive and supportive behaviors)
(p.50)
Transactional leadership (p.50) o Appeal to worker's
self-interest (p.50) o Maintain the status quo (p.50) o Motivated
by the exchange process, work for pay (p.52)
Transformational leadership (p.52) o Appeal to workers'
higher-order needs (interesting and challenging jobs,
development, and empowerment) (p.52) o Appealing to higher-order
needs gains loyalty (p.53)
Practices of leaders (p.53) o Leaders vary in values, styles and
priorities. (p.53) o Effective leaders have some things in common.
(p.53)
Ask, "What needs to be done?", not "What do I want?" Ask, "What
can I do to make a difference?" Put the organizations ' goals first
Tolerant of diversity, intolerant of low performance Not afraid of
having strong associates Worked to be the kind of person they would
give respect to
Empowerment (giving employees additional responsibility and
authority over their decisions, resources, and work) (p.54)
5. Developing Your Own Style (p.54) Use what works best for you
in terms of: (p.55)
o Your personality o The employees you supervise o The
situations you face
Vision and awareness (p.55) o Vision must be realistic and
credible (p.55) o Need awareness of yourself, your workers, and the
big picture (p.55)
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Employee engagement (p.56) o Engage employees by building as
culture of trust, connection, growth, and
service. (p.56) o Companies with highly engaged employees show
consistent growth. (p.56)
6. Ethics (p.57) A set of moral principles or rules of conduct
that provide guidelines for morally right
behavior. (p.57) Stephen Hall suggests five questions to decide
how ethical a decision is: (p.57)
o Is the decision legal? o Is the decision fair? o Does the
decision hurt anyone? o Have I been honest with those affected? o
Can I live with my decisions?
7. The Supervisor as Mentor{p.57) A mentor is an experienced and
proficient person who acts as a leader, role model, and
teacher to those less experiences and less skilled. (p.57) The
relationship between a supervisor and employee often resembles a
teacher and a
student. (p.58) Sometimes a mentor is just an example of
professional behavior with minimal or no
interaction with the worker. (p.58)
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True or False On the following questions, answer whether the
statement provided is true or false .
T F I. A directing style is high on directive and low on
supportive behaviors. T F 2. Most leaders are born, not made. T F
3. The best way to develop your own leadership style is to copy
someone successful
whom you admire. T F 4. The best way to maintain your authority
over your workers is to lay down the law in
no uncertain terms. T F 5. Workers generally prefer a boss who
is one of the gang and is lenient about
enforcing the rules. T F 6. Most of the hourly jobs in the
hospitality industry are skilled or semiskilled. T F 7. There are
more women working than ever before. T F 8. The employee turnover
rate in the hospitality industry is high. T F 9. MBWA is an
advanced business degree. T F 10. Fear is the most effective
technique for controlling people's performance.
Key Term Review On the following questions fill in the blank
with the most appropriate key term.
1. The use of promised rewards plus punishment to motivate
performance is known as using a
2. A _____ style is marked by highly supportive behaviors with
an employee.
3. Employees grant supervisors ________ in order to make
decisions and carry them out.
4. If you use the employees, guests, and peers.
technique, you spend a significant amount of time with
5. assumes that people dislike and avoid work, prefer to be led,
avoid responsibility, lack ambition, want security, and must be
threatened with punishment to get them to do their work.
6. An experienced and proficient person who acts as a leader,
role model, and teacher to those with less experience is called a
______ _
7. A style is low on directive and supportive behaviors because
responsibility is turned over to an employee.
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8. A _ _______ style uses a lot of directive and few supportive
.behaviors with an employee.
9. A set of moral principles or rules of conduct is called
______ _
10. If a manager uses a lot of directive and supportive
behaviors, he or she ts usmg a
11 . Direction and control of the work of others through the
ability to elicit voluntary compliance is called
- ------
12. A _ _____ manager believes that work is as natural as play
and people will work towards objectives that they are committed to
without threat.
13. organization.
is the authority granted by virtue of a person's position within
an
14. Behaving in an authoritarian or domineering manner is also
known as being _____ _
15. Tim has ____ , or the capacity to influence the behavior of
others.
16. A manager that believes they need to lay down the law in
definite terms, such as cursing, shouting, and threatening in order
to arouse the proper degree of fear to motivate the worker is usmg
a __________ _
17. Goals should be relevant to the mission, specific and clear,
challenging yet achievable, made in collaboration with employees,
and written down with the strategies and _______ _ of how to meet
the goals.
18. A ___________ motivates workers by appealing to their
self-interest.
19. is the articulation of the mission of the organization in
such an appealing way that it vividly conveys what it can be like
in the future. It instills a common purpose, self-esteem, and a
sense of membership in the organization.
20. In __________ there is an adaptation of leadership style to
the needs of a situation.
21 . A normally has three parts: First, a statement of overall
purpose, second, a statement explaining the values employees are
expected to maintain in the daily decision-making process, third, a
declaration of the major goals that management believes is
essential to attain the goals.
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22. The person in charge based on the organization chart is
called a ---------
23. To give employees additional responsibility and authority to
do their jobs is granting them
24. ________ is a person who is in charge because he or she has
the support of the employees.
25. A pattern of interaction that a supervisor uses 111
directing subordinates is called
Concept Review Multiple Choice Questions On the.following
questions circle the choice that best answers the question.
1. The. leadership style known as laissez-faire: a. delegates
authority to the employees b. delegates power to the employees c.
delegates some authority and power to the employees d. delegates
all authority and power to the employees
2. A method of motivating by giving rewards for a good
performance and punishing for a poor performance is called:
a. reward and punishment b. situational leadership c.
transactional leadership d. coaching
3. Situational leadership: a. adapts to the employee b. adapts
to the situation c. adapts to the supervisor d. none of the
above
4. In your typical full service restaurant you: a. will not have
much turnover b. will lose some of your hourly employees c. will
generally lose all of your hourly employees in one year d. none of
the above
5. A style that is marked by highly supportive behaviors with an
employee is called a: a. delegating style b. coaching style c.
supporting style d. directing style
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6. The type of leader that motivates employees by appealing to
their personal interests is : a. a transformational leader b. a
transactional leader c. a team player d. an authoritarian
leader
7. Jeff has the support of the employees and therefore is in
charge. Jeff is a: a. formal leader b. supervisor c. informal
leader d. none of the above
8. Doing the right things right is : a. being a leader b. being
a manager c. being effective and efficient d. all of the above
9. The manner of interactio1i. the supervisor uses with
employees in directing and controlling the work is their: a.
charisma b. leadership style c. managerial skills d. motivational
skills
10. Based on an organizational chart Tom is in charge. Tom is
a(n): a. exempt employee b. formal leader c. informal leader d. a
and c
11. Nancy motivates her employees by appealing to their needs,
such as providing meaningful, interesting, and challenging jobs.
She also acts like a coach and a mentor. Nancy practices:
a. transactional leadership b. formal leadership c. informal
leadership d. transformational leadership
12. The type of style that causes adversary relationships to
develop, breeds resentment, low morale, and personnel problems is
known as a: a. delegating style b. coaching style c.
transformational style d. fear-and-punishment leadership style
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13. Authority granted by a person's position within an
organization is called: a. informal b. permanent c. formal d.
semi-formal
14. Brian always uses a lot of directive and supportive
behaviors when trying to motivate his employees. Brian has
developed a(n) :
a. delegating style b. coaching style c. authoritarian style d.
transformational style
15. MB WA stands for: a. Management By Watching from Afar b.
Masters in Business for Woman in Academics c .. Management and
Business Wage Act d. Management By Walking Around
16. Which example represents an ethical decision?: a. You hire
your inexperienced nephew instead of a more experienced candidate
because
you want to help your family. b. While touring a potential
supplier' s facility, you are offered tickets to a sporting
event,
which you gladly accept. c. You promote the more qualified
employee even though you are good friends with one of
the other candidates. d. You agree to purchase from a vendor who
has higher prices because they will sponsor
your child's baseball team. 17. The mentor relationship can be
described as:
a. that of a teacher and student b. an example of professional
behavior with little to no interaction c. either of the above d.
neither of the above
18. Which of the following is not among the traits that
distinguish effective leaders from nonleaders?
a. driven b. egotistical c. honest d. knowledgeable
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19. What percent of the workforce in the hospitality industry is
part-time, short-term? a. 10% b. 25% c. 70% d. 95%
20. Which of the following is not a behavior of effective
leaders? a. They are not afraid to offend people as they climb the
corporate ladder. b. They ask, "What can I do to make a
difference?" c. They are tolerant of diversity of people in the
workplace. d. They glory in the strength of their associates.
Discussion Questions
1. Explain some of the characteristics of leaders and name some
situations that will reveal their importance.
2. Explain the difference between Theory X and Theory Y.
_________ _
3. Define leadership style. ____________________ _
4. Give some examples of the nature ofleadership. ____________
_
5. According to the text what steps should one take to develop
their own style? __
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Matching Questions Match the leadership style to the
description. Each leadership style may be used more than once.
A. Autocratic B. Bureaucratic C. Democratic D. Laissez-Faire
I. __ Strictly by the book 2. __ Shows little concern about
others' opinions 3. __ Collaborates opinions when decision-making
4. __ Hands-off approach 5. Is a concerned coach of the team 6. __
Relies on rules and regulations 7. __ Turns over control; delegates
authority 8. __ Wants to share responsibilities 9. __ Acts like
he/she is a police office 10. _ -_ Dictates tasks to be
accomplished 11. __ Style works well when employees are
self-motivated 12. __ Appropriate when employees are permitted no
discretion
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Chapter 3: Planning, Organizing, and Goal Setting
Objectives 1. Explain how planning at different levels provides
the framework for other functions of
superv1s10n. 2. Outline the steps of the planning process. 3.
Describe the features of an effective plan. 4. List and describe
different types of plans and their uses. 5. Discuss the special
problems of planning for change and explain techniques for
overcoming
resistance to change. 6. Describe how hospitality supervisors
can best plan their time on the job. 7. Explain how effective
organizing contributes to a department's maximum success. 8. List
examples of hospitality supervisors' goal setting.
Summary This chapter focuses on planning, organizing, and goal
setting. Planning is the act of looking ahead to chart the best
course of future actions. The planning process involves defining
the goal, gathering data to forecast the future , developing
courses of action, deciding on which course of action is
appropriate, carrying out that plan, and evaluating the results. A
good plan will provide a workable solution, is comprehensive,
minimizes the degree of risk, is specific and is flexible. There
are several types of plans for different purposes: standing plans,
single-use plans, and contingency plans. Often you will need to
make a plan for a change. Employees will resist change and you must
plan how to deal with that resistance. A good manager will plan his
or her time. With so many demands on a supervisor's time, it is
important to prioritize activities to be efficient. Organizing the
workplace to run efficiently is the goal of effective planning.
Outline 1. The Nature of Planning (p.68)
The management process (Figure 3-1) (p.68) Planning (looking
ahead to chart the best courses of future action). (p.68) Levels of
planning (p.69)
o Top management makes long-range strategic plans. Strategic
planning (long-range planning to set organizational goals,
strategies, tactics, and policies to meet or exceed the goals) o
Middle management makes annual plans to implement strategic plans.
o For supervisors, the planning period is typically a week, day or
shift o The plans deal with getting the daily work done.
23
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The Planning Process (p. 70) o Define the goal and how to meet
it o Collect and evaluate data o Develop alternative courses of
action o Decide on the best course of action o Carry out the plan o
Control and evaluate the results
Forecasting (p.71) o Forecasting is predicting what will happen
in the future on the basis of data from
the past and present o Forecasting in the hospitality industry
can be tricky and should be based on
intelligent analysis The Risk Factor (p. 71)
o Risk is a degree of uncertainty about what will happen in the
future
o Use forecasting to reduce the risk o Have a Contingency Plan
to reduce the risk (p. 72)
Contingency Plan is an alternative plan for use in case the
original plan does not work out
Qualities of a Good Plan (p.73) o A good plan provides a
workable solution to the original problem and meets the
stated objectives o A good plan is comprehensive o A good plan
minimizes the degree of risk necessary to meet the objectives o A
good plan is specific o A good plan is flexible
2. Types of Plans and Planning (p.73) Standing Plans (An
established routine or set of procedures used in a recurring
situation)
(p.73) o Management by Exception is training employees so the
supervisor needs only
oversee that workers are meeting that standards and then deal
with unexpected events that the standing plan doesn't cover
(p.74)
o Hospitality operations must have standing plans for dealing
with matters affecting health and safety (p.76)
o Company rules, procedures, and policies are another form of
standing plan (p.76)
24
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Single-Use Plans (A plan developed for a single occasion or
purpose) (p.77) o Single use plans can be made for trivial one time
things, or may be for situations
that have effects that last for years o A budget is one kind of
single-use plan (p.78)
Budget (an operational plan for the income and expenditure of
money for a given period)
Preparing budgets requires the use of forecasts Day-By-Day
Planning (p.79)
o Planning the day's work is top priority for a first-line
supervisor o Make it routine to plan the day in advance
Schedules (p. 79) o Gantt Chart is a bar graph showing the
activity and the timing of each activity
(p.79) (Figure 3.5 - p.80) o Program Evaluation and Review
Technique (PERT) is a diagram of a sequence of
activities to complete a project (p.80) (Figure 3.6 - p.81)
Critical Path is the least amount of time for the activities to
occur (p.81)
o Management by Goals (Employees jointly set goals for their
departments and then plan strategies to meet or exceed the goals)
(p.81)
Goal specificity - specific and measurable (p.81) Participation
- goals are set jointly by managers and workers (p.82) Time limit -
deadline for goal to be accomplished (p.82) Who will do what? -
determine who does what to accomplish goals (p.82) Performance
feedback - self-evaluation is best (p.82)
3. Planning for Change (p.82) Planning a change that affects the
work must be done carefully and thoroughly (p.82) How workers
respond to change: resistance, insecurity, anxiety, resentment of
personal
losses, rumors (p.82) How to deal with resistance (p.83)
Resistance to change is a reaction by employees to changes in
their work environment that may be accompanied by feelings of
anxiety, insecurity, or loss
o Establish open communication: facts, discussion, venting of
feelings. o Emphasize advantages, but avoid overselling. o Involve
workers in planning and carrying out change.
Example of planning for change (p.84)
4. Planning Your Own Time (p.89) Track your time use (Figure 3.8
- p.91), then analyze it (p.90) Get rid of activities that waste
time such as too much socializing, inability to say no, poor
organizing, procrastination, and allowing interruptions (p.
90)
25
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Set priorities- divide them into musts and shoulds (80% of your
results come from 20% of your efforts.) (p.92)
Plan your day with a calendar (Figure 3.9 - p.93) (p.92) Set
aside regular periods of time without interruption for interviews,
etc. (p. 92) Initiate long-range solutions to your time problems
(p.92)
5. Organizing for Success (p.94) Organizing (putting together
the money, personnel, equipment, materials, and methods
for maximum efficiency to meet the enterprise's goals) (p.95)
How to improve departmental organization (p. 95)
o Step 1: Clarify how you and your job fit into the organization
(p.95) o Step 2: Investigate possible sources of organizational
problems:
Chain of command (unity of command, span of control) (p. 95) Job
content and procedures (p.95)
Training (p. 96) Evaluation and controls (p. 96) Standing plans
(p. 96)
Plan what you will do to improve the organization and efficiency
of your operations (p.96)
True or False On the following questions, answer whether the
statement provided is true or false.
T F 1. The planning process is closely related to the
decision-making process. T F 2. Organizing is limited to top
management; the supervisor simply administers the
organization he/she has been given. T F 3. Risk is the degree of
certainty about the future. T F 4. A contingency plan is a standing
plan for reducing risk. T F 5. A single-use plan is a standing plan
used for one repeating task . T F 6. Most workers in routine jobs
welcome changes that affect them because change
gives them relief from boredom. T F 7. The final questions in
the planning process concern feasibility, risk versus benefit,
economy, and goal setting. T F 8. During certain parts of the
day in the hospitality industry, the job controls the
supervisor and it is futile to plan this time. T F 9. The
hospitality supervisor's day is so unpredictable that there is no
point in
planning ahead at all. T F 10. In the hospitality industry,
adjusting your plans as you carry them out is part of the
planning process.
26
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Key Term Review On the.following questions.fill in the blank
with the most appropriate key term.
1. A diagram of a sequence of activities to complete a project
1s called a
2. A ________ is an operational plan for the income and
expenditure of money by the department for a given period .
3. Setting everything up to run efficiently is known as
-----------
4. If the situation recurs every day and people are trained in
the procedures, the supervisor's need to manage is reduced to
seeing that the workers meet the standards set and to dealing with
the unexpected event that the plan does not cover. This is known
as
----------
5. __________ is the lines of authority and responsibility.
6. ___________ means looking ahead to chart the best courses of
future action.
7. A principle of organization that states there is a limit to
the number of employees one person can supervise effectively is
called _ ________ _
8. You can reduce the risk by having an alternative plan m
reserve, 1s known as a ________ ~
9. Established routines, formulas, blueprints, or a set of
procedures that are designed to be used in a recurring or
repetitive situation is known as a
----------
10. _________ _. !aiming includes setting organizational goals,
objectives, and policies and determining strategies, tactics, and
programs for achieving the objectives.
11 . The first essential for dealing with communication and
trust.
___________ is a climate of open
12. To ________ , you find out what happened in the past and
what is happening today.
13. A primary principle of organization that each person should
have only one boss is known as
27
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14. The future is always more-or-less unce1tain. You reduce the
degree of uncertainty, the , when you collect the relevant data and
apply it to your forecast.
15. A ________ is a one-time plan developed for a single
occasion or purpose.
16. The __________ is a bar graph diagram showing the activity
and the timing of each activity.
17. With employees jointly set goals for their departments and
then plan strategies as to how to meet or exceed the goals.
18. is a diagram of a sequence of activities to complete a
project. It shows the time for each activity and plans for
activities that can be done ahead of time or simultaneously.
19. the least amount of time required for all the activities to
occur is called the
20. A goal that is specific and is measurable has ________ _
Concept Review Multiple Choice Questions On the following
questions circle the choice that best answers the question.
1. The Gantt chart is a(n): a. bar graph diagram showing lines
of command b. organizational chart showing lines of command c. bar
graph diagram showing the activity and the timing of each activity
d. diagram of a sequence of activities to complete a project
2. Management by Objectives (MBO) employees: a. jointly set
goals for their departments b. plan strategies as to how to meet or
exceed the goals c. do not have a say in the goal setting process
d. a and b
3. According to the text, the final step in improving
departmental organization is: a. investigate possible sources of
organizational problems b. evaluate the situation c. plan for
improvement d. follow up
28
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-
4. Strategic planning: a. does not provide a workable solution
and does not meet the stated objectives b. is-long range planning
to set organizational goals, objectives, and policies to
determine
strategies, tactics, and programs for achieving them c. cannot
be adapted to a change in the situation d. is a one-time plan
developed for a single occasion or purpose
5. The least amount of time required for all the activities to
occur and is called the: a. critical path b. time path c. critical
time d. goal setting
6. According to the text the first step in improving
departmental organization is: a. investigate possible sources of
organizational problems b. clarify how you and your job fit into
the organization c. evaluate the situation d. plan for
improvement
7. While at work, the manager only watches to be sure that the
staff is carrying out their responsibilities. This is managing
by:
a. exception b. exemplification c. exemption d. excavation
8. According to the text the first step in planning a change is
to: a. define your problem and set your objectives b. gather data
from the past, present, and probable future in order to forecast
what
alternatives are most likely to succeed and reduce risks c.
implement the plan d. generate alternative plans, evaluate the pros
and cons of each, and assess their risks and
benefits 9. Which of the following are ways to deal with
resistance to change?
a. establish open communication: facts, discussion, venting of
feelings b. emphasize advantages, but avoid overselling c. involve
workers in planning and carrying out change d. all the above
10. A Program Evaluation and Review Technique (PERT) is a(n): a.
diagram of a sequence of activities to complete a project b. bar
graph diagram showing lines of command c. bar graph diagram showing
the activity and the timing of each activity d. organizational
chart showing lines of command
29
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11. The first step in organizing is to: a. find out where poor
organization is causing problems b. plan what you will do to
improve the organization and efficiency of your operation. c. find
out what you need to know about your job d. generate
alternatives
12. Gathering of data to forecast the future: a. distinguishes
planning from other forms of decision-making b. is used in all
facets of decision-making c. creates an absence of problems to be
solved d. all the above
13. You can reduce risk when planning repetitive work by having
which of the following?: a. consulting plan b. single-use plan c.
standing plan d. contingency plan
14. Wliich of the following is not a quality of a good plan?: a.
A good plan is flexible. b. A good plan is specific. c. A good plan
takes risks. d. A good plan is comprehensive.
15. Company rules, procedures, and policies are an example of
what type of plan? a. consulting plan b. single-use plan c.
standing plan d. contingency plan
16. What is a good use for a single-use plan? a. a major change
b. a repetitive task c. as a backup plan d. to define company
procedures
17. Which of the following is not a key ingredient in Management
by Goals? a. goal specificity b. time limits c. performance
feedback d. managers must personally set every goal
18. What is the correct order of the management process? a.
Planning -7 Organizing -7 Leading -7 Decision Making -7 Control b.
Control -7 Organizing -7 Planning -7 Decision Making -7 Leading c.
Decision Making -7 Organizing -7 Leading -7 Planning -7 Control d.
Control -7 Planning -7 Decision Making -7 Organizing -7 Leading
30
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19. Why do people resist change? a. They fear a loss in status,
fewer hours, or more work. b. People are more comfortable with the
familiar, even if they do not like their jobs. c. They think they
will have to learn new things or work with new people. d. All of
the above are reasons why people fear change.
20. Why is it important to forecast before planning? a. Since
you have no idea of what happened in the past you must guess what
will occur in the future . b. If conditions are the same, things
that happened in the past will likely happen in the future. c.
Forecasting is a method of planning for future events without
having to gather data. d. Forecasting is not important to
planning.
Discussion Questions
1. Explain standing plans and give three examples of them.
____________ _
2. List the five steps in the planning process.
_________________ _
3. What is forecasting and why is it important? ________________
_
4. Describe the risk factor. ------------------------~
5. Describe how hospitality supervisors can best plan their time
on the job.
31
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Chapter 4: Communicating Effectively
Objectives 1. List and describe various types of communication.
2. Diagram the communication process and analyze common breakdowns
at each step in the
process. 3. Explain how effective communication skills are
important to success as a hospitality
supervisor. 4. Describe personal characteristics that affect
communication skills. 5. List examples of non-verbal communication.
6. Discuss common obstacles to good communication and recommend
tactics to avoid them. 7. Compare and contrast effective and
ineffective listening practices. 8. Illustrate the use of effective
communication skills in directing employees. 9. Outline common
pitfalls of business writing and list guidelines for avoiding them.
10. List guidelines for effective business meetings.
Summary Chapter 4 covers how to communicate effectively as a
supervisor. Good communication is very important and follows a
process of transmitting and receiving a message. There are several
obstacles to good communication, some stemming from the giver of a
message and some from the receiver. One of the most important
aspects of communication, and one that is frequently neglected, is
good listening. Bad listening practices will negatively impact your
ability to communicate, but good listening skills are leamable.
Communicating well is vital to directing people, a major function
of a supervisor. You must send clear messages, get the message
accepted, and make a positive impact. Following the proper steps to
giving instructions will ensure that they are received well. Other
types of communication in the workplace include computer-aided
communication, social media, business writing and meetings.
Outline 1. Good Communications and Their Importance (p. l
02)
Communication is the sending and receiving of messages. (p. l
02) Communication may be verbal or written. (p. l 02) Types of
communication. (p.102)
o Interpersonal communication (the sending and receiving of
messages between individuals). (p.102)
o Organizational communication (the sending of messages from the
top of the organization down-usually the same message to everyone).
(p.102)
32
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o Two-way or open communication (when messages move freely back
and forth from person to person). (p.103)
o Interviewing (conversation with the purpose of obtaining
information). (p.103) o Small group communication (communication
that takes place when group
members attempt to influence one another, as in a meeting).
(p.103) o Mass communication (messages sent out to many people
through such media as
newspapers, magazines, books, radio, and television). (p.103)
The communication process (Figure 4-1). (p.104) Why communication
is so important. (p.105)
o Sending messages is the major part of the supervisor's job:
directing, informing, training, giving feedback, interviewing,
hiring, firing, disciplining, relating to subordinates. (p.105)
o Poor communication causes problems: waste, crises, gaps in
service, higher costs, frustration, anger, resentment, poor morale,
high turnover. (p. l 06)
o Listening is very important and somewhat neglected. Your
employees want you to listen because they want to give ideas and
information. (p. l 07)
o Listening to customers is also important, hearing and handling
complaints and so on. (p.107)
2. Obstacles to Good Communication (p.107) (Figure 4-2) (p.108)
How the communicators affect the message. (p.107)
o Differences in background, education, experience,
intelligence, attitudes, opinions, values (p.107)
o Prejudices (p. l 09) o Differences in perception (p.109) o
Assumptions and expectations (p. l 09) o Emotions (p.110) o
Atmosphere of trust/distrust (p.110) o Verbal, listening, and
reading skills, hearing ability (p.110)
How symbols can obscure the meaning. (p.110) o Words are often
misinterpreted. (p.110)
Many words have multiple meanings. (p.110) Your workers may have
minimal or no knowledge of English. (p.111)
o Nonverbal messages and body language may not match speaker's
words. (p.111) Problems in sending the message. (p. 112)
o Timing is bad. (p.112) o Receiver's attention is elsewhere.
(p.113) o Message sent to wrong person. (p.113) o Message sent
using the wrong means. (p.113) o Failure to send the message.
(p.113)
33
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Problems in receiving the message. (p.114) o Symbols,
perceptions, attitudes, assumptions, ability, etc., may obscure
meaning. o Receiver not interested in message, nothing's in it for
me. o Message or delivery triggers negative reaction.
Removing obstacles to communication. (p.114) d There are many
obstacles to communication o We need to remove these obstacles to
communicate effectively
3. Listening (p.115) Listening is paying complete attention to
what people have to say, hearing them out, and
staying interested and neutral. (p.115) Bad listening practices.
(p.115)
o Going off on tangents, tuning out, being distracted or
preoccupied. (p.115) o Reacting emotionally. (p.116) o Cutting off
the flow: telling the speaker what to do, preaching, giving
advice,
analyzing, blaming, sympathizing, and belittling the problem.
(p.116) How to listen (p.118)
o Give your undivided attention (p.118) o Hear the person out
(p.118)
Active listening (encouraging the speaker to continue talking by
giving interested but neutral responses that show you understand
the speaker's meaning and feelings).
o Look for the real message (p.118) o Keep emotions out of the
communication (p.119) o Maintain your role (p.120)
Good listening is not a skill that is learned quickly, but the
payoffs are real (p.121)
4. Directing People at Work (p.122) Directing (assigning tasks,
giving instructions, training, and guiding and controlling
performance) Sending clear messages (p.122)
o A clear message is one that is specific, explicit, complete,
undeJstandable, and meaningful.
To get your messages accepted, you need to: (p.123) o build
trust o make sure the message has meaning and interest to the
receivers o make sure it includes reasonable instructions that are
possible to carry out
Making a positive impact (p.123) o Put yourself on the
employee's level and talk to them person to person o When a message
is given with emotion, the emotion is communicated, not the
message.
34
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Emotional Intelligence (EI) (p.125) o EI quotient (EQ) is the
ability to manage ourselves and our relationships
effectively o Critical components of EI (p.125)
Self-awareness Self-regulation Motivation Empathy Social
skill
Giving Instructions (p.126) o Plan what you are going to say,
whom you will say it to, and when, where, and
how you will say it. (p.126) Oral instructions are better for
simple instructions Written are better for complex or precise
instructions
o Establish a climate of acceptance (p.127) Quiet surroundings
are better for communication Tailor your communication to the
receiver
o Deliver the instructions (p.128) Delivery is critical:
gestures, inflection, tone, and facial expression all
come into play Maintain comfortable communication zones
Personal space - two to three feet Social distance - four to
seven feet Public distance - seven to 25 feet
o Verify that the instructions were understood (p.129) o Follow
up (p.129)
Computer and telephone aided communications (p.129) o Technology
has revolutionized the way we communicate o Email, texting,
voice-mail, and faxes all can be effective means to communicate
(p.130) Social Media (p.130)
o Can be used to deliver communication to outside the company or
within the company
5. Business Writing (p.131) Common pitfalls (p.131)
o Too long, too wordy (p.131) o Too vague (p.131) o Too much
jargon (p.132) o Poorly organized (p.132)
35
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o Purpose is not clear (p.132) o Sloppy, misspellings (p.132) o
Too negative (p.132) o Indirect, beats around the bush (p.132)
Tips for better business writing (p.132) o Pay attention to who
the reader will be and write from his or her perspective. o
Organize your thoughts so that your writing is better organized and
better able to
communicate. o Use simple words to communicate your message.
Stay away from jargon, slang,
big words, as they only clutter up your message and the reader
may not understand them.
o Get to the point quickly. Trim all unnecessary words. Be
specific about what you want to communicate. Avoid vague terms and
expressions.
o Be positive and upbeat. Even when you have to give bad news,
provide some good news.
o Write as though you were talking. Be natural. o Write clearly.
Proofread your writing for clarity. o Show how the reader will
benefit from reading your written communication. o Keep the
document as short as possible. o Always check your document for
correct grammar, spelling, punctuation, and
neatness. 6. Meetings (p.132)
Meetings have a bad reputation, derived from badly run meetings
(p.132) Effective meetings can accomplish a lot (p.133)
True or False On the following questions, answer whether the
statement provided is true or false.
T F 1. One of the big differences between a supervisor's job and
a worker's job is the supervisor's constant need to make
decisions.
T F 2. In the hospitality industry, it is easy to develop the
habit of instant decision-making. T F 3. Even in an emergency, it
is wise to take at least five minutes to decide what to do. T F 4.
No matter how unimportant a decision may seem, it is wise to spend
at least five
minutes in making it. T F 5. A managerial decision is a
conscious or unconscious choice among alternative
courses of action to achieve a goal. T F 6. A group decision is
always better than an individual decision. T F 7. In problem
solving, the first step is to decide what to do about the symptoms
of the
problem. T F 8. It is a mistake to try to solve people's
personal problems for them.
36
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T F 9. Win-win problem solving is a participative approach to a
mutual problem. T F 10. In looking for solutions to problems, it is
easy to mistake the symptoms for the
cause.
Key Term Review On the following questions fill in the blank
with the most appropriate key term.
1. __________ is often defined as a conversation with a
purpose.
2. The general term that sums up the sending and receiving of
messages is known as
3. A message may go from one person to another, as when the sous
chef tells the soup cook what soups to prepare for lunch; or when
one person says to another, "It's nice to have you back, we missed
you." This is known as ____________ _
4. __________ refers to messages sent out to many people through
newspapers, magazines, books, radio, television, and other
media.
5. When messages move freely back and forth from one person to
another, or up the ladder as well as down, we say that we have good
____________ _
6. Four to seven feet is ----------
7. Research has established that there are unexpressed zones of
comfortable communication between people these are known as
____________ _
8. You encourage. At appropriate times you grunt ("unnh,"
"ummmm," "uh-huh"), you say "Oh" and "Yes," and you nod your head.
This is known as ________ _
9. Seven to twenty-five feet is ____________ _
10. In three or more group members communicate in order to
----------~
influence one another.
11. A written statement of topics to be discussed at a meeting
is called a(n) _____ _
12. Since we cannot transmit messages directly by telepathy, we
use various ______ to express our meaning
37
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13. One of your major functions as a supervisor is : assigning
tasks, giving instructions, telling people how to do things, and
guiding and controlling performance.
14. _________ means paying complete attention to what people
have to say, hearing them out.
15. People can deliberately use signs, gestures, and _______ to
convey specific meanmgs.
16. The sending of messages from the top of an organization down
is known as
1 7. The area within close proximity of a person that ''belongs"
to that person and should not be invaded is that person's
-----------~
18. are private, organization-wide networks, similar to web
sites, to which only people in the organization have access.
19. is communication without words, as with signs, gestures,
facial expressions, or body language.
20. rovides Internet connections through wireless frequencies
that are run through routers, enabling wireless connectivity within
a specific range of the routers.
21. is the free movement of messages back and forth between
supervisor and worker and up the channels of communication as well
as down.
22. An is the same as an intranet, except that it allows access
to specific people outside the company, such as guests or
suppliers.
Concept Review Multiple Choice Questions On the following
questions circle the choice that best answers the question.
1. Joan has a tendency to get very close to people when she is
talking to them. At times, she comes within two feet of the person
she is communicating with, making them uncomfortable. Joan's
distance is:
a. outside the person's personal space b. within public distance
c. within social distance d. in the other person's personal
space
38
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2. When messages move freely back and forth from one person to
another, or up the ladder as well as down, we say that we have
good:
a. two-way communication b. personal communication c. open
communication d. a and c
3. When working with people who are ambitious and experienced
which of the following would be most appropriate when giving
instructions?: a. phrase the instructions as if you were talking to
someone who has never done the task b. phrase the instructions as
suggestions c. none of the above d. all of the above
4. Supervisors are involved in: a. organizational communication
b. small-group communication c. interpersonal communication d. all
the above
5. A message may go down the corporate ladder from the president
of the company to the general manager to the food and beverage
director to the executive chef to the sous chef to the station
cooks to the cooks' helpers. This is an example of:
a. organizational communication b. interpersonal communication
c. open communication d. two-way communication
6. The first phase in steps for giving instructions is: a. Make
sure the instructions are accepted. b. Plan what, to whom, when,
where, and how. c. Verify that the instructions are understood. d.
Deliver the instructions.
7. Research has established that there are unexpressed zones of
comfortable communication between people known as:
a. communication zones b. personal zones c. social zones d.
public zones
8. To get your messages accepted you should: a. make sure it
includes reasonable instructions b. make sure the message has
meaning and interest c. build trust d. all the above
39
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9. Four to seven feet is an okay distance to give instructions
from. This is known as: a. public distance b. social distance c.
personal space
. d. communicative space 10. Symbols, attitudes, and assumptions
that obscure meaning are:
a. problems in receiving the message b. problems in sending the
message c. a and b d. none of the above
11. Hearing the person out, looking for the real message, and
maintaining your role as a supervisor are all:
a. ways to listen b. ways to give positive feedback c. ways to
verify instruction d; none of the above
12. Seven to 25 feet is too far to give instructions from unless
you are at a public meeting. This is known as:
a. public distance b. social distance c. personal space d.
communicative space
13. Listening: a. is the most neglected communication skill b.
is the most used communication skill c. is not an important
communication skill in management d. band c
14. The last phase in steps for giving instructions is: a. make
sure the instructions are accepted b. followup c. verify that the
instructions are understood d. deliver the instructions
15. Nodding one's head indicates, "I agree with you" or "I hear
you." A smile says "I want to be friendly" and invites a return
smile. Amorous glances extend invitations. Shaking one's fist
means, "I'm dead serious and don't you dare provoke me any
further." These are examples of:
a. nonverbal communication b. body language c. a and b d.
small-group communication
40
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16. In addition to interpersonal and organizational
communication, what other types of communication might a supervisor
be involved in?
a. interviewing b. small-group communication c. mass
communication d. all of the above
17. How can symbols such as words obscure the meaning of a
message? a. many words have several meanings b. many words are
vague c. it is easy to find the correct words to express yourself
d. aand b
18. What is a mixed message? a. When a boss tells you one thing,
and another boss tells you something different b. When your boss
tells you to do something, then later tells you to do the opposite
c. When a verbal message tells you one thing, but the nonverbal
communication gives the
opposite meaning d. When two messages are communicated at the
same time
19. Which pairing of body language and nonverbal communication
is correct? a. Leaning far forward, head thrust forward, hands
spread on table - nervous b. Sitting forward on edge of chair, arms
open, legs uncrossed - accepting c. Shaking fist - defensive d.
Crossed arms, locked ankles - threatening
20. To get a message through, the best means of sending it is
to: a. announce it in a meeting where few people will hear it
correctly b. send it in a memo that few people will read correctly
c. post it to a bulletin board where no one will read it d. tell
people individually so most hear, but some will be offended at
hearing it last
Discussion Questions
1. Discus the different techniques of how to listen described in
the text. -------
2. List the guidelines for effective business meetings.
--------------
41
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3. List the five steps on how to give instructions when
directing people at work.
4. Discuss three of the benefits of good listening described in
the text. _______ _
5. Discuss four ways to remove obstacles to communication.
___________ _
Matching Questions Answers may be used more than once
1.
2.
3.
4.
Unexpressed areas in which people are comfortable communicating
with each other under various situations The distance at which
conversation is impersonal
The distance within which a person feels uncomfortable allowing
others to come closer unless invited
The distance that is comfortable for having a conversation
5. For Americans, 2-3 feet
6. For Americans, 4-7 feet
7. For Americans, 7-25 feet
42
A. Personal Space
B. Social Distance
C. Public Distance
D. Communication Zones
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Chapter 5: Equal Opportunity Laws and Diversity
Objectives 1. Define equal opportunity in the workplace. 2.
Describe the equal opportunity laws. 3. Explain what every leader
needs to know about equal opportunity. 4. Outline EEO and the
hiring process. 5. Apply the principles of diversity to the
workplace. 6. Describe steps that increase positive cross-cultural
interaction. 7. Give examples of leading diversity issues
positively.
Summary Chapter 5 explores equal opportunity laws and diversity.
Providing for equal opportunity in the workplace is important in
the hospitality industry. Equal opportunity is based on diversity
and inclusion. There are numerous laws ensuring that no individual
or group is denied the respect they deserve. These laws impact how
employees are hired to make sure that discriminatory practices are
avoided. Ensuring diversity in the workplace will contribute to a
thriving workplace. A way to encourage diversity is to develop
cross-cultural interaction, increasing personal awareness, and
recognizing and practicing cross-cultural interaction.
Outline 1. Equal Opportunity in the Workplace (p.142)
The Equal Employment Opportunity Commission (EEOC): (p.141) o
Established in 1978 o Responsible for leading and coordinating the
efforts of federal departments and
agencies to enforce all laws relating to equal employment
opportunity without regard to race, color, religion, sex, national
origin, age, or handicap.
The Equal Opportunity and Diversity Office provides: (p.142) o
Education and training the public about equal opportunity and
diversity o Advocacy for diversity o Support for companies'
initiatives toward equal opportunity and diversity (p.143) o
Consultation on best strategies for Equal Opportunity and Diversity
recruitment o Conflict mediation and resolution o Monitoring
employers' equity and affirmative action goals o Reviewing
compliance with state and federal regulations o Processing and
resolving complaints
Inclusion (p.143) o Include everyone regardless of gender,
marital status, race, national origin,
religion, age, disability, sexual orientation, weight and
looks
43
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2. Equal Employment Opportunity Laws: (p.143) Equal Pay Act of
1963 (p.145) Civil Rights Act of 1964, Title VII (p.145) A_ge
Discrimination in Employment Act of 1967 (p.145) The Pregnancy
Discrimination Act of 1978 (p.146) The Immigration Reform and
Control Act (p.146) The Americans with Disabilities Act of 1990
(ADA) (p.146) The Family and Medical Leave Act of 1993 (p.147)
3. EEO Laws and the Hiring Process (p.147) Job requirements or
qualifications (i.e., those regarding education and work
experience)
must be relevant to the job, nondiscriminatory, and predictive
of job performance. (p.14 7) Any type of pre-employment test must
be valid, reliable, and relevant to the job. (p.14 7)
4. Equal Opportunity in the Workplace: What Leaders Need to Know
(p.150) Q&A: Race, Ethnicity, Color - What Practices are
Discriminatory? (p.150)
o Title VII of the Civil Rights Act of 1964 prohibits
discrimination based on race, color, religion, sex, or national
origin.
Interviewing (p.150) o Inappropriate questions should be
avoided
5. Diversity (p.150) By 2020 almost one in three Americans will
have African, Asian, Latino, or Native
American ancestry. By 2050 almost one in two! (p.151)
Foodservice industries employ more Hispanics and African Americans
than other
industries. (p.151)
6. Why Does Cultural Diversity Matter? (p.153) When a group or
segment is excluded or oppressed, all of us are denied. For
businesses and communities to thrive, each of us needs to be aware
and sensitive to
all members of the community.
7. Developing Cross Cultural Interaction (p.154) Diversity is
not a challenge, but an opportunity. Shifting demographics make
practicing diversity more than just a P.C. idea.
8. How to Increase Personal Awareness (p.155) Be careful about
being culture bound: believing that your culture and value system
are
the best, the one and only. Learn various facts about other
cultures. You can learn about other cultures in various ways:
reading, attending cultural
fairs/festivals, and interacting with individuals from other
cultures.
44
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9. How to Recognize and Practice Cross-Cultural Interaction
(p.15 5) Problem areas to overcome include: (p.156)
o The tendency not to listen carefully or pay attention to what
others are saying o Speaking or addressing others in ways that
alienate them or make them feel
uncomfortable o Using or falling back on inappropriate
stereotypes to communicate with people
from other cultures To be an effective supervisor in a
culturally diverse workforce, you must be able to:
(p.156) o Recognize the different ways that people communicate o
Be sensitive to your own employees' cultural values o Adapt
accordingly
Some examples of cultural differences: (p.156) o Body Language o
Personal Space o Eye Contact
10. Leading Cultural Diversity in the Workplace (p.158)
Supervisors and managers who are not able to handle diversity in
the workforce are a
liability. (p.15 8) Poor supervision can cost companies dearly
in many ways. (p.158) Recognize, respect, and capitalize on the
different backgrounds in our society in terms of
race, ethnicity, gender, and sexual orientation. (p.158)
Diversity, or sensitivity, training is now commonplace in the
corporate world. (p.159)
11. Establishing a Diversity and Inclusion Program (p.160)
Develop a mission statement that includes diversity and inclusion.
Develop goals for diversity and inclusion for each key operating
area. Develop objectives/strategies to show how the goals will be
met. Develop measurements to monitor progress towards the goals.
Monitor progress toward goal accomplishment.
12. Managing Diversity Issues Positively (p.161) Guidelines:
(p.161)
o Get to know your employees. o Treat them equitably but not
unjformly. o Watch for signs of harassment. i o Foster a work
climate of mutual respect. o Encourage and recognize diversity.
45
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Be aware of: o Gender Issues (p.161) o Cultural Issues (p.162) o
Religious Issues(p.162) o Age Issues(p.162) o Physically and/or
Mentally Challenged Issues (p.162)
True or False On the following questions, answer whether the
statement provided is true or false.
T F 1. The ADEA applies to all people 18 years of age and older.
T F 2. It is estimated that 43 million Americans have a disability.
T F 3. The Family and Medical Leave Act of 1993 allows employees to
take an unpaid
leave of absence from work for up to 12 weeks per year. T F 4.
The Equal Employment Opportunity Commission (EEOC) was established
in 1989. T F 5. Title VII of the Civil Rights Act of 1964 prohibits
employment discrimination
based on race, color, religion, sex, or national origin. T F 6.
When managing a diverse group, do not treat each employee the same.
T F 7. Only one in eight Americans has African, Asian, Hispanic, or
Native American
ancestry. T F 8. Culture bound means you believe that your
culture and value system are the best, the
one and only. T F 9. Reasonable accommodation, which is legally
required, refers to any change or
adjustment to a job or the work environment that will enable
someone with a disability to perform essential job functions.
T F 10. One of the slowest growing segments of the U.S.
population is that of minority groups.
Key Term Review On the following questions, fill in the blank
with the most appropriate key term.
1. The Act makes it illegal for you to discriminate in
recruiting, hiring, or terminating based on a person's national
origin or citizenship status.
2. ________ refers to the behaviors, beliefs, and
characteristics of a particular group.
3. Tom always goes the extra mile to make all his new employees
feel welcome. According to the text, Tom is practicing _____ _
46
-
4. The allows employees to take an unpaid leave of absence from
work for up to 12 weeks per year for the birth or adoption of a
child, a serious health condition of a child, a serious health
condition of a spouse or parent, or the employee's own serious
health condition
5. The makes it unlawful for you to discriminate against a woman
on the basis of pregnancy, childbirth, or related medical
conditions.
6. _________ separates and distinguishes individuals from
groups.
7. The _____________ is responsible for enforcing EEO laws.
8. The makes it unlawful to discriminate against applicants on
the basis of religion, disabilities, skills, and color.
9. The bans forced retirement. --------
10. The requires equal pay and benefits for men and women
working in jobs requiring substantially equal skills, effort, and
responsibilities under similar working conditions.
11. The failure of an employer to take reasonable and
appropriate safeguards when hiring employees to make sure that they
are not the type to harm guests or other workers is
12. An Act that makes it unlawful to discriminate in employment
matters against Americans who have a disability is the ___________
_
13. share a common and distinctive culture. -------------
14. A group of people related by common descent is referred to
as a _____ _
15. means that you believe that your culture and value system
are the ---------
best, the one and only.
47
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Concept Review Multiple Choice Questions On the following
questions, circle the choice that represents the best answer.
1 . The Equal Employment Opportunity Commission (EEOC) was
created by the: a. Civil Rights Act of 1964 b. Employment Act of
1967 c. Discrimination Act of 1978 d. Reform and Control Act of
1986
2. Tests must be related to successful performance on the job.
According to the text, this is the concept of: a. reliability b.
relevance c. validity d. consistency
3. According to the U.S. Department of Labor, ___ percent of
foodservice employees are foreign-born. a. five b. 12 c. 20 d.
32
4. The population of the U.S. is becoming more diverse every
day. By 2020, __ out of __ Americans will have African, Asian,
Latino, or Native American ancestry. a. three, three b. one, two c.
two, 10 d. one, three
5. To be an effective supervisor you must be able to: a.
recognize the different ways that people communicate b. be
sensitive to your own employees' cultural values c. adapt your own
supervisory style to the cultures of your associates accordingly d.
all the above
6. Title VII does not require you to hire, promote, or retain
employees who are not qualified. law does provide for you to hire a
person of a particular gender if it is based on what is a.
diversity sampling b. bona fide occupational qualification c. bona
fide gender qualification d. diversity occupation qualification
48
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7. The starting point for EEO laws was probably passage of the:
a. Age Discrimination in Employment Act b. Immigration Reform and
Control Act c. Civil Rights Act d. Equal Pay Act
8. The Immigration Reform and Control Act: a. makes it illegal
for you to discriminate in recruiting, hiring, or terminating based
on a person's national origin or citizenship status b. imposes
penalties for hiring unauthorized aliens c. requires employers to
verify that the people they hire are eligible to work in the United
States d. all the above
9. Which of the following presidents sent comprehensive Civil
Rights legislation to Congress?: a. Clinton b. Kennedy c. Carter d.
Reagan
10. When managing diversity issues you should not: a. treat all
of your employees equitably b. listen to what employees have to say
c. foster a climate of mutual respect d. treat all of your
employees uniformly
11. The act that makes it unlawful to discriminate against
applicants on the basis of religion, disabilities, skills, and
color is the: a. Immigration Reform and Control Act b. Equal Pay
Act c. The Civil Rights Act of 1964, Title VII d. Age
Discrimination in Employment Act
12. Which allows employees to take an unpaid leave of absence
from work for up to 12 weeks per year?: a. Immigration Reform and
Control Act b. Equal Pay Act c. The Family Medical Leave Act d. Age
Discrimination in Employment Act
49
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13. Reasonable accommodation refers to: a. any change or
adjustment to a job or the work environment if it is requested by
all
employees b. any change or adjustment to a job or the work
environment that will enable someone with
a disability to perform essential job functions c. a change that
imposes a hardship on the operation of the business d. a and b
14. Discrimination lawsuits and high turnover rates are most
likely to be the result of: a. accommodation b. delegation c. an
upbeat work climate d. poor superv1s10n
15. The IRCA requires employers to verify that the people they
hire are eligible to work in the United States. This is done by: a.
completing an I-9 Employment Eligibility Verification form within
three days after hire b. completing an I-9 Employment Eligibility
Verification form within a year after hire c. completing an I-9
Employment Eligibility Verification form within four weeks after
hire d. none of the above
16. Which law prohibits discrimination in hiring, promoting, or
terminating because of pregnancy and also classifies pregnancy as a
temporary medical disability?: a. Equal Pay Act of 1963 b. Family
Medical Leave Act of 1993 c. Pregnancy Discrimination Act of 1978
d. Americans with Disabilities Act (1990)
17. Which question would not be permissible to ask during an
interview?: a. Are you over the age of 21? Gob requires serving
alcohol) b. What religion do you belong to? Gob is seven days a
week) c. What foreign languages do you speak? Gob requires speaking
to international customers) d. Can you lift up to 50 pounds? Gob
requires moving 50 lb bags of flour)
18. Which of the following question might be permissible to ask
during an interview?: a. Have you ever been convicted of a crime?
b. Do you have any disabilities? c. What country were you born in?
d. How old are you?
19. Which of the following is an issue you should keep in mind
when managing diversity?: a. gender issues b. age issues c.
religious issues d. all of the above
50
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.''
20. There are several ways you can make sure a physically or
mentally disabled person is comfortable working for you. Which of
these is not a good thing to do?: a. Speak directly to the employee
b. Tell all the other employees about the disabled persons
disability c. Treat the disabled person the same as other employees
d. Makv accommodations that allow the disabled person to perform
their job
Discussions Questions
1. Define and discuss diversity and its importance.
2. What are some of the consequences of not understanding
diversity?
3. EEO laws make it unlawful to discriminate against applicants
or employees with respect to what?
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
4. Understanding the legal requirements of EEO in the workplace
is important for what three reasons?
5. Discuss two of the general guidelines of managing diversity
issues positively and why they are important to you?
51
Study Guide Part
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Study Guide Part
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