Communications
Instructions:
Please read the case in the attached photo and answer the 10 case study questions.
Course: HFT1220- Communication/Supervisory Development
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
Case Study: Firm, Fair, and Open
Case Study: Firm, Fair, and Open
Case Study Questions
- What kind of impression do you think that Latisha is making on the employees?
She is straightforward and a direct-to-the-point person. For this reason, the impression that she will make is that she is informed and is working towards making positive changes. Latisha also comes off as intimidating, but the employees will eventually get used to her attitude.
- What are the good points in her presentation?
Latisha is introducing herself to ensure that her employees understand who she is and where she is coming from, she establishes an open-door policy for employee concerns and questions to be addressed, and she respects her employees.
- What mistakes do you think she is making?
She comes off as a strong-minded leader. While this is good, she is making the mistake of enforcing change with rotating stations. This change is good, but she makes it look like what her employees feel about it does not matter. Latisha should have asked for the input of the employees regarding the change. Maybe they did not challenge her since she is very straight-forward and strong-minded.
- Why did nobody ask questions or make comments?
Latisha had her mind made up. She enforced her rules without asking anyone for their input or thoughts about the change.
- From this first impression, what would you say is her management style?
Latisha’s management style is the coercive or directive style. She expects the immediate compliance of her employees. She most likely closely controls and manages employees, motivating them through threats and demanding adherence.
- Do you think that people will feel free to come to her with suggestions and problems?
Her employees will not come to her freely with problems and suggestions since they feel that she is not bothered by how they may feel about change. Later on, maybe they may get used to her and feel free to come to her with problems.
- Do you think that she will set a good example?
Latisha will set a good example for her employees. She is confident, organized, and has management skills. She is strict but says that she is open to any suggestions.
- Is she fair in her demands?
She is fair in her demands as she is making stepwise changes instead of overwhelming her employees.
- Do you think that her people will ‘start off on the right foot,’ as she suggests?
She is not leaving any room for error. They do not have an option but to start on the right foot. They may not agree with her but they will have to follow her instruction.
- Do you think that she sees herself clearly? Is she aware of her impact on others?
She does see herself clearly as she has a plan that she is following. She is aware of her impact on the employees but may need to work on better leading. Instead of just giving orders, she should guide them more on how to take on the tasks ahead of them.
