Transcript Chapter 8
Chapter 8
Management Essentials
© Copyright 2011 by the National Restaurant Association Educational Foundation (NRAEF) and published by Pearson Education, Inc. All rights reserved.
Diversity
__________
: variety of people and their backgrounds, experiences, opinions, religions, ages, talents, and abilities.
Stereotypes
are generalizations that individuals make about particular groups that ……………………
___________
is a general attitude toward a person, group, or org. on the basis of judgments unrelated to abilities.
Many groups of people, however, have common beliefs, such as religion, or share common ways of acting. These groups have
____________________
to do some things based on their beliefs and their habits.
Managers should set a climate in which employees honor cultural tendencies and break down _________________.
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Diversity (cont.)
Managers should
_____________
expected employee behavior. A manager who encourages and honors diversity helps to establish ………………………………………………………………… Encouraging positive
cross-cultural interaction,
or meaningful communication among employees from _____________ and ______________, helps break down stereotypes and prejudices, and improves the workplace environment.
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Respectful Workplaces
Two critical aspects of a positive work environment are
__________________
and
____________
for all employees.
______________
physical conduct related to a person’s: 1. 2. 3. 5. 6. 7. happens when slurs or other verbal or 4.
______________
are legally liable for maintaining a harassment-free environment.
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Teamwork
___________________
uses each member’s strengths, so the group has more success working together than working alone.
Benefits of teamwork: 1. 2. 3. 4.
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Leadership
_____________
: to inspire and motivate employees to support the vision of an organization.
Good leaders demonstrate these behaviors
: 1. Provide ____________ 2. _________ 3. ___________ 4. _________ consistently others others 5. ____ and develop others 6. Anticipate ___________ 7. Foster ___________ ________ skills are also known as
interpersonal skills
.
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Motivation
_______________
is comprised of the reasons why a person takes action or behaves in a certain way.
A leader ____________________ other people through his or her own actions every day.
__________
motivation
: personal drive to do your best with or without rewards
_____________
motivation:
drive to do well comes from desire for rewards (paychecks, bonuses)
Professionalism
is the combination of the knowledge, skills, ……………………………………………….
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Problem Solving
Successful managers recognize a problem when it occurs. Then they: 1.
2.
3.
4.
5.
6.
7.
Define the
problem.
Determine the
____________.
Determine
_________
solutions
and consequences.
Select the best
____________
.
Develop an
____________
plan.
_____________ the
action plan
.
______________
reference.
the problem and solution for future
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Professional Development
_____________________________
is the sum of activities a person performs to meet goals and/or to further his or her career.
Managers must keep pace with ____________ workplace.
in the
Continuous learning
is key to……………………………………………………………..
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Ethics
___________
are a set of moral values that a society holds. Ethics are typically based on the principles of ……………………………………………………..
_____________________
serve as guiding principles that effective leaders use in setting the professional tone and behavior in their operations. Many establishments have created written codes of ethics. These codes act as …………………………………………………….. (p. 490)
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Organizational Goals
__________
are statements of desired results. Management uses them to measure actual performance within an organization.
______________ goals
provide structure for an operation, and help evaluate the operation’s progress.
An
_____________
is a specific description or statement of what a manager wants to achieve.
A
__________ statement
describes what an organization
wants to become
and why it exists.
A
____________ statement
refines the vision statement by stating the
purpose
of the organization to employees and customers.
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Job Descriptions
A
_________________
is a document that defines the work involved in a particular assignment or position. (p. 501) Many job descriptions also include
……………. and ……………………
for holding the position.
Positions that are exempt (managers, chefs) from the
____________________________
(FLSA) are not paid overtime or minimum wage (they are salaried)
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Interviewing Job Applicants
The process of selecting and interviewing applicants is strictly regulated by laws that protect the _____ rights of job applicants. To avoid charges of discrimination, employers should use ………………………………………………………….
Questions that
can’t
be asked during interview: 1. 2. 3. 4. 5. 6. 7. 8.
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Interviewing Job Applicants (cont.)
Interviewers need to keep all job requirements and interview questions
……………………………………….
The
……………………………………………..
(EEOC)
and other government agencies enforce laws that ensure everyone, regardless of race, age, gender, religion, national origin, color, or ability/disability, gets a fair chance at any job opening.
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Interviewing Job Applicants (cont.)
Hiring tools used by managers include: 1. 2. 3. Some applicants go through a series of interviews as part of the screening process for a job. This is known as …………………………
interviewing
.
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Lawful Hiring Practices
Managers for restaurant or foodservice operations need to know the ____________ environment in which they operate.
Antidiscrimination laws can impact ………………………………………………………………… A
__________________
policy
means that no violation is forgiven.
The
Fair Labor Standards Act
(FLSA), established protections related to __________ and ___________.
Child labor laws restrict the hours _________ employees can work and the type of work they can do.
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Onboarding
_________________
is the process that a company uses to integrate new employees into an organization.
Onboarding programs give companies a better chance at making sure the people they hire ……………………….
There are typically four phases of
onboarding:
1. 2. 3. 4.
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Orientation
_________________________
is the process that helps new employees learn about the procedures and policies of the operation and introduces them to their coworkers.
The type of orientation employees receive depends on the
__________
of the organization.
Orientation programs usually have two focuses: providing information
about the
__________
and providing information
about the
___________
.
An
___________________
manual
contains general information about employment, including company policies, rules and procedures, employee benefits, and other topics related to the company.
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Training Training
improves the skill, knowledge, and attitude of employees and encourages employees …………………………………………………………………
Training should:
Improve _________ of work Promote employee Keep employees Create ____________ __________ ____________ to help organization grow
______________
: when employees learn the functions of another job within the operation making them more productive.
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Training (cont.)
On-the-job training (OJT)
is appropriate for teaching skills that are easily demonstrated and involves ____________ ____________________________________________ Before trainers can demonstrate a task, they themselves must be able ……………………………………..
Group training
is usually the most practical choice when many ……………………………………………..
Benefit of group training: • Training is ________ (everyone hears the same thing) • Encourages __________ discussion
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Performance Appraisals
An
employee _________________________
is a formal evaluation of a person’s work performance over a specific period of time.
Formal evaluations give the manager and employee a chance to ……………………………………………………………………….
The most effective way to rate employee performance is to use a
performance ………………………………..
Self evaluation form:
provides info. from the employee and the manager …………………………………………………
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Management Equipment
___________________
(POS)
systems allow servers to enter orders and prompts for other order information (temperature of steak, etc.) POS systems also allow managers to track the number of menu items sold ………………………………………………………………… Advanced POS systems are networked and integrate with …………………………………………………….
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