Management

TEXTBOOK
Book Title: Supervision in the Hospitality Industry
Book Edition: Eighth Edition
Author(s): John R. Walker and Jack. E. Miller
Publisher: Wiley
ISBN: 978-1-119-14846-3

ANSWER

Supervising Teams, Team Building, and Coaching

Supervising Teams, Team Building, and Coaching

Review Questions

1. Define Group. Define Team.

A group is several people that work together or are considered together because of their similarities. A team is a group of people organized to work together interdependently and cooperatively, to accomplish set goals or purposes.

2. What are 3 things an effective team will do?
3. Work well with each other.
4. Achieve set goals.

• Give each member a feeling of self-worth.

3. What are 3 things an effective team will be?

Adaptive, flexible, and be able to deal with conflicts as they arise.

4. Define the following:

Delegation – refers to giving a portion of one’s responsibility and authority to a subordinate.

Interdependency – refers to the reliance on others to accomplish certain tasks.

5. What are team norms? Give an example of a positive and a negative team norm.

Team norms refer to the implicit and explicit rules of behavior within a team. If a team agrees that if a member will be late, he or she should communicate early so that someone else can cover for them, that would be a positive team norm. If a member of a team always arrives late so that others can cover for him, that would be a negative norm.

6. Describe 3 ways to influence an Informal team.
7. Providing positive and constructive feedback on the performance of individuals and the group.
8. Identifying the key players in an informal team.

• Ensuring a productive expression of ideas through open communication to build strong relationships with members.

7. Describe 4 stages of team building for Formal Groups.
8. Forming – where members attempt to lay the ground rules for what types of behavior are acceptable.
9. Storming – where hostilities and conflicts arise, and people jockey for positions of power and status.

• Norming – group members agree on their shared goals, and closer relations develop.

1. Performing – the group channels its energies into performing its tasks.
2. What are 4 steps leaders can take to turn a group into a team?
3. Getting the team’s input toward establishing team goals.
4. Allowing the team some decision making.

• Stressing communication.

1. Ensuring collaboration among team members.
2. What are the 3 criteria that define Team effectiveness?

Productive output, satisfaction, and commitment.

10. What are the 3 characteristics of a successful team?
11. The team works continually to improve.
12. Team members treat each other with respect and communicate effectively.

• Members encourage and assist other team members to succeed.

11. Define Coaching. Define Counseling.

Coaching refers to individual, corrective, on-the-job training that is focused on improving performance. Counseling is a process used to help employees who are performing poorly due to internal or external reasons overcome those challenges to improve performance.

12. What is the first step in Coaching?

Observing Performance.

13. What are 3 things Coaching focuses on?

Enhancing the skills of the employee, enhancing the productivity of the employee, and elevating employee motivation.

14. List the 8 steps to coaching.
15. Be supportive: be flexible, assist when needed, show understanding, listen, provide positive feedback.
16. Define the problem and expectations: give the employee a chance to explain the situation.

• Establish an impact: make sure the negative impact of the situation is understood.

1. Initiate a plan: the coach and employee should collaborate to develop a plan to correct the problem.
2. Get a commitment: make sure the employee knows what is expected and is willing to commit to the plan.
3. Confront excuses/resistance: do not accept excuses or resistance.

• Clarify the consequences: be clear about what will happen if the plan is not completed.
• Don’t give up: coaching is hard. It takes time.

15. What is the PURPOSE OF COACHING?

To evaluate work performance and encourage optimum work performance by reinforcing good performance or confronting and redirecting poor performance.