Organizational behavior for the hospitality industry

Preface

Acknowledgments

About the Authors

Introduction

Part 1. Organizational Behavior Essentials

Chapter 1. Customer Care

Introduction

Service Defined

Creating and Managing Service

Two Perspectives on Customer Service

Service Recovery

Select and Train for Service Excellence

Internal Service

Creating a Service Culture

Technology and Customer Service

Summary

Exercises

Chapter 2. Communicating in Organizations

Introduction

Communication Model

Improving Oral and Written Communication

Speaking Effectively

Nonverbal Communication Dimensions

Effective Listening

Communicating in the Formal Organization

The Grapevine

Summary

Exercises

Chapter 3. Understanding the Diverse Environment

Introduction

Understanding Individual Differences

Specific Behavioral Differences

Business Culture

Techniques for Managing a Diverse Workforce

Improving Cross-Cultural Skills

Stereotypes and Cultural Biases

Summary

Exercises

Chapter 4. The Power of Teams in Hospitality

Introduction

Teams in Hospitality Management

Types of Teams in Hospitality Management

Characteristics of Teams

Dimensions of Team Behavior

First Steps to Building an Effective Team

Teambuilding and the Problem-Solving Process

Leading Your Team

Technology and Teams

Summary

Exercises

Chapter 5. Group Problem Solving and Decision Making

Introduction

Understanding Group Problem Solving

Theories of Group Decision Making

Factors that Affect Group Decisions

Methods for Group Decision Making

Understanding the Impact of Group Dynamics

Group versus Individual Decision Making

Summary

Exercises

Part 2. The Individual and the Organization

Chapter 6. Managing Time

Introduction

How Managers Manage Their Time

Principles of Time Management

Improving Time Management Skills

Three-Pronged Time Management Attack

Technology and Time

Balancing Work and Family

Summary

Exercises

Chapter 7. Managing Stress

Introduction

The Nature and Role of Stress

The Consequences of Excessive Stress

Stress in Individuals

The Importance of Managing Stress

Hospitality Industry Innovations

Summary

Exercises

Chapter 8. Promoting Creativity

Introduction

A Definition of Creativity

Tools for Creativity

Techniques for Improving Creativity Using Current Knowledge

Techniques for Improving Creativity Using Outside Sources

Developing a Creative Group

Choosing the Right Ideas

Blocks to Creativity and How to Eliminate Them

Summary

Exercises

Chapter 9. Setting Personal and Professional Goals

Introduction

Benefits of Goal Setting

Organizational Goal Setting

Goal Setting Theory

Methods and Tools for Goal Setting

Commitment to Goals

Achieving a Goal

How to Avoid Goal Conflict

Group Development in the Goal Setting Process

Setting Personal Goals

Summary

Exercises

Part 3. Key Management Tasks

Chapter 10. Managing Conflict

Introduction

The Nature of Organizational Conflict

Managing Conflict

Conflict Management Styles

Methods for Preventing Conflict

The Manager as Mediator and Negotiator

Dealing with Difficult People

Functional Conflict

Summary

Exercises

Chapter 11. Motivating Employees

Introduction

Sources of Motivation

Need Hierarchy Theories

Operant Conditioning Theory

Expectancy/Valence Theory

Summary

Exercises

Chapter 12. Counseling Employees

Introduction

Identifying an Employee in Need

The Core Conditions for Effective Counseling

The Managerial Role in the Counseling Model

Counseling Techniques

Common Counseling Behaviors

Avoidance of Counseling

Managing Crisis Situations

Making Referrals

Summary

Exercises

Chapter 13. Power and Politics in Organizations

Introduction

Power and its Attributes

Approaches to Power

Going from Powerful to Powerless

Going from Powerless to Powerful

Types of Power (Power Bases)

Outcomes of Using Different Power Bases

Organizational Politics

Summary

Exercises

Chapter 14. Leading Hospitality Organizations

Introduction

History of Leadership Research

Types of Leadership

Charismatic Leaders

The Leadership Spectrum

The Dilemmas of Leadership

Checks and Balances of Leadership

Summary

Exercises

Chapter 15. Icebreakers and Closers

Icebreakers

Exercises

Closers

Exercises

Index