Hospitality Ch. 9-12

Front 1

Coaching

Back 1

Involving observation of employee performance & conversation focusing on job performance between manager & employee

Front 2

Counseling

Back 2

Used to help employees who are performing loudly because of personal problems(such as substance abuse)

Front 3

Delegation

Back 3

When one gives a portion of his or her responsibility & authority to a subordinate

Front 4

Interdependency

Back 4

Team collaboration

Front 5

Synergy

Back 5

Actions of 2or more people to achieve an outcome that each is individually incapable of achieving

Front 6

Team norms

Back 6

Implicit & explicit rules of behavior that results from team interactions

Front 7

TQM(total quality management)

Back 7

Goal is to ensure continuous quality improvement of services & products for guests

Front 8

Stages of team development

Back 8

·Forming- group members attempt to lay the ground rules for what types of behavior are acceptable

·Storming- hostilities & conflict arise, & people jockey for positions of power & status

·Norming- group members agree on their shared goals, & norms & closer relationships develop

·Performing- group channels its energies into performing its task

Front 9

Adult learning theory

Back 9

Field of research that examines how adults learn

Front 10

Buddy system

Back 10

An old hand shows a new worker the ropes

Front 11

Formative evaluation

Back 11

Uses observation, interviews, & surveys to monitor training while it is going on

Front 12

JIT(job instuction training)

Back 12

4 step method of training in what to do & how to do it in a given operation

Front 13

Orientation

Back 13

Workers introduction to a new job

Front 14

Pretest

Back 14

Testing an experienced workers job experience before training

Front 15

Summative evaluation

Back 15

Measures results of trainingafter the programs is completed

Front 16

Retraining

Back 16

Additional training given to trained workers for improving performance or dealing w/ something new

Front 17

ADR(alternative dispute resolution)

Back 17

Problem solving & grievance resolution approaches to address disputes

Front 18

Groupthink

Back 18

Groups minimize conflict, resulting in a decision that excludes contrary opinion

Front 19

Conflict

Back 19

Discord, a state of disharmony, open or prolonged fighting, strife or friction

Front 20

Compromise

Back 20

Results from high concern for ones interest or ones own group interest accompanied by moderate to high interest for other parties

Front 21

Collaboration

Back 21

When 2 parties try to cooperate w/ each other to come to a solution that is satisfying for both

Front 22

Dehire

Back 22

Avoid termination by making an employees and to leave

Front 23

EAP(employee assistance program)

Back 23

Are an expansion of traditional occupational alcoholism

Front 24

Harrassment

Back 24

Is subjecting another person to intimidating, hostile, or offensive behavior

Front 25

Sexual harassment

Back 25

Unwelcome advances, requests for sexual favors & other verbal or physical conduct of a sexual nature

Front 26

Hostile work environment sexual harassment

Back 26

Sexual harassment by comments or innuendos of sexual nature or physical contact are considered a violation when they interfere w/ an employees work performance

Front 27

Just-cause termination

Back 27

Employee termination based on commission of an offence that affected detrimentally specific work done or operation as a whole

Front 28

Progressive discipline

Back 28

Multistage formula for disciplinary action

Front 29

Quid pro quo

Back 29

Giving something in exchange for giving something else

Front 30

Third party sexual harassment

Back 30

Sexual harassment that involves a customer or client & an employee