Management Essentials

1. Management Essentials Chapter 8 | ProStart Year 1

2. What is diversity? • Diversity is the great variety of people and their backgrounds, experiences, opinions, religions, ages, talents, and abilities. • Stereotypes: generalizations that people make about particular groups that assume that all members of that group are the same • Prejudice: general attitude toward a person, group, or organization on the basis of judgments unrelated to abilities • Bias: tendency toward a particular perspective or idea based on prejudice • Cultural tendencies: common beliefs (religion) that share a common way of acting that produce tendencies to act in certain ways based on beliefs or habits

3. How can you break down stereotypes? • Recruit a diverse work group • Increase cross-cultural communication among employees • Provide world maps that show where people are from • Use workshops to increase communication skills • Educate employees about diversity and discrimination • Set and communicate expectations for positive behavior • Hold employees accountable

4. What is modeling? Modeling is demonstrating the expectations for others. Managers should demonstrate this characteristic.

5. Benefits of diversity • Creates more enjoyable and productive environment • Employees with different backgrounds will look at the same situation and challenges from a different point of view • Attract more customers • This can help build a staff that mirrors the community • Becomes an employer of choice • Many people that are a minority will feel more comfortable visiting your establishment • Improved legal protection • Promoting diversity helps managers fulfill their legal requirements • Better positions them to defend against any claims of illegal discrimination

6. What is cross-cultural interaction? Meaningful communication among employees from diverse cultures and backgrounds and helps break down stereotypes and prejudices and improves the workplace

7. How to develop cross-culture interactions • Participate in diversity and sensitivity training • Model behavior • Integrate diversity into the mission statement • Encourage studying and using different languages • Use multilingual materials

8. Harassment • When slurs or other verbal/physical conduct related to a persons • Race • Gender • Gender expression • Color • Ethnicity • Religion • Sexual orientation • Disability Interferes with the person’s work performance or creates an unhealthy work environment

9. Teamwork Teamwork uses each members strengths so the group has more success working together than alone

10. Leadership Provide direction Lead consistently Influence others Motivate others Coach and develop others Anticipate change Foster teamwork the ability to inspire and motivate employees to behave in accordance with the vision of an organization and to accomplish the organization’s goals

11. Interpersonal Skills They acknowledge guests when they enter the establishment Show empathy Praise others for jobs well done Be aware of cultural differences Be ethical, approachable, and professional A person who possesses good interpersonal skills is a person who can generally relate to and work well with others.

12. Motivation Comprised of the reasons why a person takes action or behaves in a certain way

13. Motivation Internal Motivation External Motivation • Personal drive to do the best work possible whether there are rewards or not • Drive comes from the desire to receive something (paychecks, rewards, recognition)

14. Areas of expectation • Professionalism: the combination of the knowledge, skills, attitudes, and behavior a person shows while performing a job. • Personal Treatment: how a manager or boss personally treats that specific employee • Work and Task Support: a manager that is always willing to help and available

15. Problem Solving

16. Professional Development Activities a person performs to meet goals and/or activities to further his or her career.

17. Ethics A set of moral values that a society holds

18. Goals Statements of desired results

19. Organizational Goals Sales goals Budget goals Customer service provide structure and a destination for an operation, and function like a yardstick to help evaluate the operation’s progress

20. SMART Goals

21. Vision and Mission Statements • To review: • Vision statements define the organizations purpose in the terms of the organizations values. Both internal and external function. • Mission statements define the organization’s purpose and primary objectives. Primarily internal function. • The mission statement refines the vision statement by stating the purpose of the organization to employees and customers

22. Job Descriptions • A job description is a document that defines the work involved in a particular assignment or position • It includes: • Primary responsibilities • Knowledge and skill requirements • Working conditions • Educational requirements

23. May I ask you…. • Race • Religion • Age • Gender • Sexual orientation • Parents’ names • Birthplace (or birthplace of parents) • National origin or ethnic background • Former or maiden name • Prior arrests (Convictions they can) • Marital status or any information about a spouse • Children, plans to have children, or childcare plans • Disabilities (Unless it pertains to the job)

24. EEOC Enforce laws that ensure everyone, regardless of race, age, gender, religion, national origin, color, or ability/disability, gets a fair chance at any job openings This is all within reason. You may not hire someone based on their ability or disability but it may be on the grounds of their ability to complete the job at hand. Equal Employment Opportunity Commission

25. Too Young to Work Current child labor laws impact: The number of hours a child can work This includes daily and weekly and the hours themselves Operating hazardous equipment Driving Work permits and/or ager certificates Child Labor Laws

26. On-Board! Onboarding is the process that a company uses to integrate new employees into an organization The phases of onboarding: Hiring Orientation Training Scheduled follow-up Onboarding

27. Orientation • Orientation is the process that helps new employees learn about the procedures and policies of the operation and introduces them to their coworkers

28. Employee Manual • General information about employment • Company rules and policies • Procedures • Employee Benefits • Other topics related to the company • Employee manuals help aid in the training step within onboarding • Training helps combat turnover

29. Effective Employee Training • Both employee and trainer must be motivated • Training should be designed for the new employee and the task he/she needs to learn • Involve the new employee in training by using hands-on practice and demonstrations • Set realistic goals • Feedback • Managers can use the results to evaluate employee’s performance

30. Employee Training On-the-Job Training Appropriate for teaching skills that are easily demonstrated and practiced IMPORTANT: allows employees to demonstrate skills and reinforce what has been learned Cross-Training When employees learn the functions of another job within the operation IMPORTANT: lets employees become more skilled so they are more valuable to the company Group Training Most practical choice IMPORTANT: cheap, training is the same for all, managers know exactly what has been taught, encourages group discussion, new employees can offer input

31. Employee Performance Appraisal • Formal employee evaluation • Deals with work performance over a specific period of time • PURPOSE: to keep track of the employee, their skill level, and commitment to the job

32. What’s a POS? • Point-of-Sale system • PURPOSE: allows servers to enter orders and prompts for other order information • EX: temperature of a steak, food allergies, etc.