Supervisory Management OTC Study Guide

Simple Team

A group of employees with similar skills who are brought together because there is more work to do than one person can complete in the allotted time.

When should disciplinary sessions take place?

As soon as possible after the employee's inappropriate behavior has been identified, facts have been gathered, and possible causes have been explored. The disciplinary meeting should be held in as much privacy as possible, and a witness should be in attendance.

Autocratic, dictatorial, laissez-faire, and bureaucratic

Autocratic leadership style is a leadership style in which the supervisor retains as much power and decision-making authority as possible. Dictatorial also known as democratic leadership style is a leadership style in which the supervisor involves employees as much as possible in aspects of the job that affect them. Laissez-faire leadership style is a leadership style in which the supervisor maintains a hands-off policy and delegates to employees as much discretion and decision-making authority as possible. Bureaucratic leadership style is a leadership style in which the supervisor "manages by the book" and enforces rules, policies, regulations, and standard operating procedures.

Things a supervisor should do during a performance evaluation?

Be friendly and sincere in your opening remarks. Explain why you are holding the interview. Talk about previously established performance objectives. Next, explain your appraisal, focusing on the employee's behavior rather than his or her personality. Next, state the expected standard of performance. At the end of the session, summarize the performance evaluation and action plans.

Human Resources planning tools that supervisors use to recruit applicants for positions.

Call back lists Job descriptions Job specifications Follow up interviews

CPR

Cardiopulmonary resuscitation is an emergency procedure that combines chest compressions often with artificial ventilation in an effort to manually preserve intact brain function until further measures are taken to restore spontaneous blood circulation and breathing in a person who is in cardiac arrest

Supervisory action that is likely to be most appropriate to ensure training gets applied to the job?

Coaching

Cultural assimilation, stereotyping, and multiculturalism.

Cultural Assimilation- The process in which a minority group or culture comes to resemble a dominant group or assume the values, behaviors, and beliefs of another group. Stereotyping- An over-generalized belief about a particular category of people. Stereotypes are generalized because one assumes that the stereotype is true for each individual person in the category. Multiculturalism- The view that cultures, races, and ethnicities, particularly those of minority groups, deserve special acknowledgement of their differences within a dominant political culture.

Disadvantages of internal recruiting.

Disadvantages of internal recruiting. More critical gap in another department

Important factor(s) when explaining the details of a major change to employees.

Emphasize how employees benefit from the change Identify what will not change Communicate as much information as you can

Open ended / indirect questions:

Encourages job applicants to give more detail on issues and promotes a comprehensive response.

What does using disciplinary action as a form of punishment do?

Fails to address the cause of unacceptable behavior

Things that are helpful to supervisors when scheduling employees for work.

Forecasted business volume The supervisors knowledge of the staffs capabilities The supervisors past experience in creating work schedules.

What makes up the "staff department"?

Human resource specialist

An example of environment(s) that encourage motivation

Is one in which employee goals are established, and employees are influenced to attain those goals.

Hierarchical power:

Is power that people receive as they move up the "management ladder".

The main focus of a supervisor's job

Is to provide a safe working environment, direct the work of employees.

Base adjustment approach to forecasting sales and scheduling staff

Is to use data from the same period in the previous year as a base figure.

The importance of reviewing policies, rules and procedures

It is important to review policies, rules, and procedures, especially those frequently broken, to ensure that they are reasonable for employees to follow.

Disadvantages of external recruiting

It is more difficult to find a person who are good fit with the property's culture and management philosophy when recruiting people who are external Internal morale problems can develop if current employees feel that they have no opportunity to move up in the organization It takes longer to orient external recruits than it does internal recruits External recruiting can lower productivity over the short run because external recruits usually cannot produce as quickly or effectively as internal recruits When employees believe that they could have done the job as well as the external recruit who was hired, political problems and personality conflicts can result.

Job breakdown, job description, task list:

Job description: defines a task and its requirements Job breakdown defines how to perform a task. Task list tells what employees must do in a certain way and what position they will work in

Things that yield positive results in a motivational program:

Keeping employees informed about events and activities in the department, communication, training programs, cross-training, and coaching and performance evaluation.

External recruiting strategies:

Outside applicants can offer different insights and can offer better creative ways of doing things Seek friends/relatives of current employees Educational work study programs Networking

Forms of sexual harassment:

Peer-to-peer harassment, employee harassment of a supervisor, men harassed by women, same-gender harassment. Suggestive jokes Unwelcome of repeated flirtation Vulgar and abusive language

The components of management:

Planning Organizing coordinating (ensures efficient execution of tasks and activities that involve several departments or areas of operation.) staffing Directing controlling Evaluating

Things a supervisor should do when carrying out disciplinary action

Play the role of a coach and try to motivate employees to perform their best

Things supervisors should do when doing formal coaching sessions?

Prepare- when preparing to conduct a formal coaching session, you must first decide what you hope to accomplish. Conducting- conduct the session privately and minimize interruptions. Following up- does not mean concluding a coaching session with the familiar statement "My door is always open. Explain how the employees performance falls short of expectations

Ethical Standards:

Principles that when followed, promote values such as trust, good behavior, fairness, and/or kindness and distinguishes right from wrong.

Authority carries with it _____________ and ___________.

Responsibility and accountability

For adults, what is the best incentive for learning?

Self-motivation is the best incentive for adults and learn as "teachers"

List barriers to effective communication

Some barriers to effective communication are distractions, poor timing, personality difference, stress, and prejudice.

How are speakers considered most engaging with their audience?

Speakers who keep their shoulders turned toward the audiences often find they are more engaging.

Things supervisors should do when setting performance goals with employees?

Specify the exact objective or task to be completed, 2. Establish goals that are specific, measurable, time specific and achievable 3. Specify how the employee's performance is measured, 4. Specify the outcome to be reached, 5. Set a deadline, 6. Set priorities if there are multiple goals, 7. Determine coordination efforts, 8. Establish an action plan, 9. Decide when to follow-up will occur.

Why are effective writing skills important for a supervisor?

Supervisors must be able to express themselves effectively in writing. The messages or reports they write represent themselves, their thoughts and their supervisory ability.

Motivational strategies for someone who scores consistently high on job knowledge and receives outstanding performance evaluations.

The most appropriate motivation strategy to adopt for someone who scores consistently high on job knowledge and receives outstanding performance evaluations is to learn why they are so highly motivated and transfer the knowledge when working with the rest of the staff.

Should supervisors encourage employees to solve problems themselves before coming to them?

Yes

At what stage of a relationship does face to face communication often occur?

at later stages of a relationship not at the point of entry.

Benefits of conflict in an organization.

conflict may force a group to focus on its goals. Some conflict is necessary for good work performance. The conflict that could occur will likely have allowed participants to learn more about where the organization is going and how it plans, provide dialogue and foster creativity.

What can you do to make sure that high priority tasks do no take up your entire day?

divide the big project into smaller pieces that can be done over several days. If you are able to separate the project into smaller parts, establish each part's priority and include only the most important parts in your to-do list.

The best way(s) to keep your listener's attention:

explain how your message affects the listener.

To avoid conflict, supervisors should be _______ about the extent of their authority.

extent

What role does Human Resources play regarding recruitment and selection?

forwards the top applicants to supervisors for follow up interviewing.

Characteristics of a tactile learner

"Need to be active and take frequent breaks "Speak with their hands and with gestures" "Remember what was done, but might have difficulty recalling what was said or seen" Find reasons to tinker or move about when bored Rely on what they can directly experience or perform Enjoy tasks that involve working with materials Communicate by touching

Parts of the follow through step in the 4-step training method

"Prepare to train" Conduct the training" "Coach trial performances "Follow through" - this includes coaching a few tasks each day

Critical incidents method, forced distribution method, simple ranking method

-Critical incident approach, Job analysis technique based on capturing and recording actual events that occur at work that, when combined, form an accurate picture of a job's actual requirements. Useful in describing how services should be performed. Also used in training and as a measurement in certain performance appraisal systems. -Forced Distribution Approach, Evaluation method in which a supervisor ranks employees on an exact bell-shaped curve. -Simple Ranking Approach, Method of ranking all employees in a single list. Also called straight ranking.

Halo error, central tendency error, recency error, and past-anchoring error

-Halo error, these errors occur when supervisors evaluate employees positively based primarily on a single trait, behavior or action. It causes the employee to seem to do well in all areas, just because they did well in an area the supervisor likes them to do well in. -Central Tendency error, rating all employees regardless of their performance, near the midpoint on a scale. -Recency Error, an error in a performance appraisal or interview that results when the supervisor or interviewer bases employee ratings primarily on the most recent events or behaviors. -Past-anchoring error, an error in a performance appraisal that results when supervisors or interviewers rate employees based on previous ratings.

Force field analysis

A planning technique that helps you identify and visualize the relationships of significant forces that influence a situation, problem, or goal.

Which skill set is directly related to effective supervision?

A skill set that is directly related to effective supervision is having technical skills. Supervisors need more technical skills and fewer conceptual skills than other managers. Technical skills are skills you need to perform your job and effectively supervise the work of your employees, well they're not a major factor they are necessary to train employees and direct them in their work.

Things a supervisor can do to reduce social loafing:

A supervisor can reduce social loafing by first utilizing people in ways that best suit their personalities, for example placing an outgoing social butterfly in a position where they can put those skills to use. Secondly a supervisor can use qualitative and quantitative measurements to keep tabs on individual progress, Loafers are generally less likely to loaf when it can be pointed out. Lastly another way to prevent loafing is to take disciplinary action to show what will happen when someone loafs. A supervisor can use measurements to assess each individuals productivity on a team.

Halo Effect

A type of immediate judgement discrepancy, or cognitive bias, where a person making an initial assessment of another person, place, or thing will assume ambiguous information based upon concrete information.

Win-win solution, position of strategic advantage, and compromise

A win-win solution are the needs of all parties that are satisfied in some way and the conflict is resolved. The positions of strategic advantages are avoidance, accommodation, competition, mutual-problem -solving, and compromise. Compromise is allowing each party to partially satisfy some needs and concerns. It is the ultimate goal with a mutual problem solving conflict management style.

The steps of the disciplinary process:

An oral warning; an oral warning, possibly followed by a written warning filed in the supervisor's work station; an official written reprimand placed in the employee's file; a suspension of a few hours or several days with or without pay; a disciplinary transfer or demotion; a "one-last-chance" step immediately before termination; termination of employment

Tips for conducting an employment interview

Be yourself The interview should be relaxed The interview should be private and professional Make sure that there are not distractions or interruptions Conduct the interview in a private area such as an office Don't sit with the desk between you and the applicant Make sure the job meets the applicant's needs regarding pay, benefits, hours and working conditions.

What is a business plan, marketing plan, values plan, and a mission statement?

Business Plan: A business plan bridges strategic and operational planning activities by specifying how the organization will move forward in the upcoming year towards attaining long-range goals. Marketing Plan: A marketing plan indicates how the goals set by an organization's business plan will be achieved in the upcoming year through marketing and sales efforts. Values Plan: A values statement identifies the core values that should shape the culture of the organization and guides the behavior of individuals Mission Statement: A mission statement is a broad description of an organization's reason to exist.

Tasks that occur during the follow up to a negotiation session.

Confirming who promised to do what and by when.

Inappropriate strategies for using technology to recruit employees:

Considering technology a recruitment tactic that replaces traditional Methods. Asking for applicants passwords for social networking sites Taking note of all information learned through social media None of the above are appropriate strategies for using technology to recruit employees.

Supervisors should be two things in all decisions that affect their employees. They are _______ and ________.

Consistent and Fair

Questions a supervisor should ask themselves before deciding to take disciplinary action:

Did factors beyond the employee's control cause the problem? Did the employee know the performance standard, and did he or she meet it? Did the employee knowingly break the rule? Is the disciplinary action taken consistent with that previously taken in the same type of situation?

Tasks that are helpful in measuring progress toward achievement of employee goals

Do performance evaluations regularly, coach on what's needed to improve, help your employees set goals and give them the tools they need to achieve them. Prepare your employees for success, use positive reinforcement and re-state expectations so that they know what is expected of them. Set benchmarks

Examples of internal and external forces of change

External forces of change arise from changing social, economic, political, legal, and technological conditions. Examples: new consumer/market trends (digital transformation), laws and regulations, new competitors, divorce. Internal forces of change are close to the daily operation of the business and are more in the management realm than are external forces. Examples: company new system implementation, company merger or acquisition, company changes on its organizational structure.

Fallacy of omnipotence

Fallacy of omnipotence: Sometimes a supervisor gets the mindset that they can do it better themselves instead of delegating the task to an employee.

The importance of employee suggestions and what they should include.

Feedback and follow through are keys to successful employee suggestion programs Supervisors should not react to employee suggestions if they are criticisms Employee suggestion programs must make it easy for employees to participate.

Fixed staff, compressed staff, variable staff and shared staff.

Fixed staff- are Those that must be filled regardless of the volume of Business (e.g., department and assistant managers some supervisors, limited hourly positions) Compressed staff- Assign salaried staff duties normally performed by hourly employees. For example, assistant manager works as host to seat guests and take reservations. This helps with labor hours and related cost, but the salaried manager must still do the other task he or she would normally do. Down side adding hours to the schedules of salaried employees. Variable Staff - Positions filled in relation to changes in business volume: for example, as more guest are served or as most meals are produced, additional service or kitchen labor in needed. Shared staff- For Example given the proper training, a front desk agent might also function as a cashier and/or reservationist during time of low business volume.

What is flex time, compressed scheduling, split shifts and job sharing?

Flex time- A system of scheduling work hours that allows employees to vary their times of starting and ending work Compressed scheduling- alternative work schedules that allow employees to work that equivalent of a standard workweek in less than the usual five days. Split shifts- more than one shift/ when you are scheduled to work a shift in the morning and then you take a break and then work another shift after Job sharing- an alternative work schedule that allows two or more part- time employees to assume the responsibilities of one full-time job

Team development stages

Forming- Team members begin to connect with each other Storming- Team members attempt to clarify goals and values Norming- Team members become cooperative and supportive Performing- Team members achieve their peak productivity Adjourning- Individuals leave or are asked to leave the team

Tips on how someone can become a better multicultural supervisor:

Get training on how to supervise employees from different groups. Be careful with humor and jokes because it is often difficult to anticipate how people will react to things that you, with your unique background, believe to be funny. Keep in mind that trying to force members of different cultural or ethnic groups to conform to your "norm" is often unproductive Keep in mind that ideas about the value of work differ among cultures. Definitions of what is socially acceptable differ from culture to culture. You should make an honest attempt to understand the basic values and beliefs of various ethnic groups represented by your employees and try to modify your management strategies accordingly. Recognize the numerous benefits to a diverse workforce and help everyone to be a contributing member of your hospitality team.

How should high priority interruptions be dealt with?

High priority interruptions should be dealt with by usually stopping what you are doing and attend to it immediately.

Item(s) in which supervisors consistently mistake as among the most important things employees want from jobs.

Higher Wages

Acceptable reason for variance between the labor hours scheduled and the actual hours worked.

Hours worked by new employees and included in the weekly department labor hour report represent training time rather than time spent on productive work. Out-of-order equipment such as a broken dish machine results in additional manual labor. New menu items or new work procedures create a training or transitional period and increase labor hours.

IRS, EEOC, MSDS, and OSHA

IRS- A U.S. government agency responsible for the collection of taxes and enforcement of tax laws. Established in 1862, the agency operates under the authority of the United States Department of the Treasury, and its primary purpose includes the collection of individual income taxes and employment taxes. EEOC- The federal agency established by Title VII of the Civil Rights Act of 1964 that enforces laws against employment discrimination. MSDS- A safety document required by OSHA that contains data about the physical properties of a particular hazardous substance. OSHA-A federal agency responsible for developing and managing regulations and standards for employee safety and health in the workplace.

Benefits of joining a union:

Increased bargaining power, to gain responses to issues and concerns, to communicate concerns, feelings, and complaints to management, a louder voice to speak about issues etc

Legitimate power, coercive power, empowerment.

Legitimate power, or position power, is a form of organizational power stemming from the formal authority granted to a position within the hierarchy of an organization. Employees generally accept position power as legitimate and therefore comply with a manager's work-related directives. Coercive power is a form of organizational stemming from the authority to withhold rewards or administer punishment. Also, Managers exercise coercive power when they influence behavior by denying pay increases or reprimanding, demoting, or firing employees. Empowerment is the redistribution of power within an organization that enables managers, supervisors, and employees to perform their jobs more efficiently and effectively. The overall goal of empowerment is to enhance service to guests and increase profits for the organization by releasing decision-making responsibility, authority, and accountability to every level within the organization.

What should a supervisor say during disciplinary action if an employee gets upset/hostile?

Listen until the employee finishes and then say something like, "I can understand that you are upset and angry."

Effective communicators organize their key points in a

Logical sequence

What best describes a supervisor's responsibility in relation to managing the productivity of employees?

Making daily scheduling adjustments to minimize variances in productivity levels

How are conflicts among departments arising over the distribution of limited resources best resolved.

Management decisions based on overall goals of the organization.

Time management myths

My Job is to deal with people, problems, and emergencies that don't lend themselves to schedules. I can't delegate because I'm the only one who can really do this task the right way. Time management doesn't work for big projects. I don't need a formal schedule to manage my time Frequent interruptions make time management impossible. I don't have time to plan my Schedule.

The goal of the supervisor when conflict arises between employee and supervisor.

Negotiate an agreement that takes both of the needs into account. The goal for the supervisor is to review the employee's side of the conflict.

The type of employees that are usually highly motivated to succeed are _________.

New employees

Time robber:

Something that requires time but does not contribute to reaching your objectives.

Training objectives

State what a trainee should know or be able to do after training.

Why supervisors primarily fail.

Surprisingly supervisors don't primarily fail because of an inability to perform technical aspects of the job, really supervisors primarily fail because they can't effectively manage and relate to their employees.

Things that can lead to unresolved conflict among employees.

Symptoms of unresolved conflict would be employees who do not talk to each other, inappropriate behavior, low group and/or individual morale, decreased productivity, distrust between groups and individuals, choosing sides, and recurring operational problems that everyone ignores.

Examples of comments that encourage the speaker to say more.

Tell me more Let's talk about it I'd like to hear your point of view

When a supervisor delegates a task, who is responsible for employee performance?

The Supervisor is responsible

formal authority

The authority that comes with the position a person holds in the organization

The best course of action for conflicts among employees that involve emotional situations.

The best course of action for conflicts among employees that involve emotional situations.

Cases/Causes for wrongful discharge

The easiest wrongful discharge case for an employee to win is the one in which rules are enforced unfairly.

Factors indirectly related to low motivation and morale levels

The factors are high absenteeism rates, high turnover rates, increases in the number of accidents, excessive breakage or waste, and unusually high numbers of complaints or grievances from employees.

Things that take place during a specific job orientation.

The responsibilities outlined in their job description, immediate needs such as safety information and key policies and procedures, portions of the hand book relating to their job, the work environment and location of the equipment, their department relationship to other departments.

Things that are important once you have completed a training session.

The training processes must be evaluated.

What happens if a manger overstaff department?

There is a need to generate additional revenue to cover labor costs.

How supervisors can overcome fear of offending employees when giving performance evaluations.

They can focus on the employees performance and not on the employee.

The management principles of common good, unity of command, division of labor, and staff stability.

Unity of Command: each employee must have one boss Common Good: the interests of the organization are more important than the interests of the employees or employee groups Division of labor: employees should specialize in a specific work task Staff Stability: high employee turnover rates lead to in efficiency

Is flexibility and the ability to adopt different leadership styles important for supervisors?

Yes. To be an effective supervisor shows that the supervisor adopts the leadership style most appropriate to the situation. Supervisors need to learn about their employees' needs, interests, and goals.

When using a weekly planning guide, should you set up a specific time each week to fill out your weekly planning guide?

Yes. Weekly planning guides help you allocate time for the most important activities, projects, and people you must attend to during the week. Setting up a specific time each week takes only a few minutes. As the week progresses, you'll probably have to update the guide. You may need to shift priorities, add new tasks, and reschedule activities.

Why must supervisors be aware of their nonverbal communication?

a supervisor should be aware because peoples body language may reveal something different than what they are saying.