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Lecture Supervision in the hospitality industry: Applied human resources (Fifth edition): Chapter 7 - Jack E. Miller, John R. Walker, Karen Eich Drummond
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Chapter 7 - Teamwork. This chapter presents the following content: Group versus team, the formally appointed team, the informally appointed team, why do people join teams? changing a group into a team, total quality management,...
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Nội dung Text: Lecture Supervision in the hospitality industry: Applied human resources (Fifth edition): Chapter 7 - Jack E. Miller, John R. Walker, Karen Eich Drummond
- Chapter 7
1
- Group Versus Team
• A group is a large number of
people working together
because of similarities, yet
remain neutral. They interact
only to achieve the objective.
• A team attempts to establish a
positive collaboration among
its members. The team
encourages each other to
excel which creates synergy.
2
- The Formally Appointed Team
• Has a appointed team leader.
• The team leader may have more
decision making authority than
others.
• Power may be delegated to
them.
• Delegation is when one gives a
portion of their responsibility
and authority to a subordinate.
3
- The Informally Appointed Team
• Evolves on its own.
• Has a rotation of
leadership.
• The group leader does not
have formal power over
the group.
• The informally appointed
team has some advantages
over the formally
appointed.
4
- The Informally Appointed Team:
Advantages
• One person probably does not
possess every quality needed to
be the perfect leader.
• Everyone has a chance.
• Formally appointed team leaders
may also lose popularity among
the group because of their
connection with management.
• In a informal team, eventually
everyone is linked with
management. 5
- Why do people join teams?
• To accomplish tasks as
efficiently and swiftly as
possible.
• To feel like they are part of a
whole.
• To feel like they contribute
something to the overall
success of the team.
• To develop, enhance, and/or
confirm some underlying
identity needs. 6
- Teamwork
• The actual action that a team
performs.
• Cooperative effort by a group
of persons acting together as
a team.
• Team players are individuals
that participate in a collective
effort and cooperation to get
the job done efficiently.
7
- Norms
• Team norms are defined as implicit, in
addition to explicit rules of behavior.
• Norms occur within every type of team
interaction.
• Norms work best when the team
creates them.
• Positive team norms are behaviors that
are agreed upon and accepted within
the group.
• One way a manager may increase
positive team norms in the hospitality
industry is by giving rewards.
8
- A Cohesive Team
• Communicates well with each other
and has well defined norms, unity,
respect, and trust among its
members.
• Strengths and weaknesses;
hopefully what one member lacks
another will make up for.
• If a team lacks cohesion, the group
will not have any sense of unity
which will result in a hindered
performance. 9
- 3 Ways to Influence an Informal
Team:
• Feed Back: The type
(positive or negative) and
amount should even itself
off, or meet in the middle.
• Identification: Identify the
key players within the
group.
• Communication: Builds
trust, and helps to confirm
that you are addressing the
right issues. 10
- Before Building a Team
• First consider what they want out
of the team they are about to build
and clarify these goals to pre
existing members .
• Be very selective with who is hired,
and always conduct a reference
check!
• Remember that one team member’s
problem affects the whole group in
a downward spiral.
• Build a positive work environment.
11
- Formal versus Informal Groups
• Formal groups are
work groups established
by the company. They
include committees,
group meetings, work
teams and task forces.
• Informal groups are
more social and form
naturally in the
workplace.
12
- Changing a Group into a Team
• Get the teams input
toward establishing team
goals.
• Allow some team
decisionmaking.
• Stress communication
within the team.
• Have collaboration
among team members.
13
- A Successful Team
• Understands and is committed to the
vision, mission, and goals of the
company.
• Is mature.
• Works to continually improve how it
operates and meets or exceeds its goals.
• Treat each other with respect.
• Differences are handled in a professional
manner.
• Members are consulted and their input
is requested in decisionmaking.
• Members encourage and assist other
team members to succeed.
• Has Synergy. 14
- Total Quality Management (TQM)
• Goal is to ensure
continuous quality
improvement of services
and products for guests.
• TQM is applied in all
areas of business at every
level.
• It consists of 10 steps:
15
- 10 Steps to TQM
1. Have excellent leaders as supervisors
and managers.
2. Build and train teams of volunteer
associates within each department
and later cross departmentally in
problem solving.
3. Teams decide on and write down the
appropriate levels of guest service
and relative weighting for ”their
guests”.
4. Set mission, goals, and strategies
based on guest expectations.
5. Empower and inspire associates to
reach goals.
16
- 10 Steps to TQM
6. Identify deficiencies, which are
areas where service falls below
expectations.
7. Analyze and resolve identified
deficiencies
8. Modify processes to incorporate
corrections to improve service to
expected levels.
9. Track results – improvements in
service, guest satisfaction, employee
satisfaction, cost reduction, and
profit.
10. Evaluate and support the process.
17
- Types of Empowerment
• Empowerment: ensuring that employees have the
skills, knowledge and authority to make decisions
that would otherwise be made by management.
• Structured empowerment allows employees to make
decisions within specified limits.
• Flexible empowerment gives employees more scope
in making decisions.
18
- Major Team Challenges
• Overcoming
negativity.
• Learning how to
delegate (appropriate)
responsibilities.
• Overcoming high
turnover.
• Gaining respect from
and within the team.
19
- The Coach
• Does not use fear or status
as a form of motivation to
get the job done.The coach
uses positive energy.
• Coaches must organize,
give moral support,
delegate, challenge, and
inspire their team members.
20
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