Management

Read PowerPoint and answer review questions on last pages

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

Review Questions

1. Employee’s expectations of leaders include the production of products and services that achieve the quality standards set by the company.
2. Examples of how leaders should behave are providing direction to employees, fairness and respect.
3. In communication, the three main things employees expect include providence of information, feedback on performance and ability to listen.
4. Cardinal rules regarding suggestions are never to steal their ides and present them as your own and when the suggestion cannot be applied, provide and explanation and gratitude.
5. Motivation is the energizer that makes people want to do and achieve things.
6. The question that leaders face every day is “How do I motivate poor performers to realize their potential and raise their productivity to achieve team success?”
7. The different kinds of work are expert, helper, defender, innovator and self-developer.
8. The human relations theory is a theory that suggests that if people are treated well, they are likely to be more productive where they respond by giving the work the best.
9. Maslow’s hierarchy of needs included physiological needs, safety needs, social needs, ego needs and self-fulfilment.
10. Dissatisfiers are factors in a job environment that produces dissatisfaction and unhappiness, usually resulting in poor motivation and motivators are factors within a job that provide satisfaction and motivate a person to superior effort and performance.
11. Questions regarding the Reinforcement and Expectancy Theory are how much effort, diligence and care should be devoted to work, whether desired outcomes will be achieved through proper performance and whether an employer provides work outcomes that satisfy need.
12. Focus areas to building a positive work environment are the individual, the job and the leader.
13. 7 motivational methods are empowerment to worker, sharing of vital information, objectively working with everyone, decisiveness, appreciativeness, maintenance of a two way communication and politeness.
14. The musts of a leader are to treat people as they should be treated and the establishment of honesty in a team.