Management Essentials Chapter 8 | ProStart Year 1

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

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

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

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

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

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

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

Teamwork Teamwork uses each members strengths so the group has more success working together than alone ADVANTAGES DISADVANTAGES Team members can learn from each other Conflict between team members can develop, and has to be handled People bring different skills and experiences to problem solving Communication is more complicated Several people working together can get more done than individuals Some members of at team might let others do more of the work Team members can support each other during difficult projects It can take longer to make decisions

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

Interpersonal Skills A person who possesses good interpersonal skills is a person who can generally relate to and work well with others. 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

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

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)

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

Problem Solving

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

Ethics A set of moral values that a society holds

Goals Statements of desired results

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 Sales goals Budget goals Customer service

SMART Goals S M A R T SPECIFIC Goals should be clearly stated and list exactly what is expected M MEASUREABLE Management needs to be able to determine whether goals have succeeded or failed by some result A ACHEIVABLE Goals should be realistic and able to be met R RELEVANT Goals should be connected to the vision and mission statement of the business T TIME BOUND Goals need to have a specific date for accomplishment

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

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

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)

EEOC Equal Employment Opportunity Commission 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.

Too Young to Work Child Labor Laws 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

On-Board! Onboarding 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

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

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

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

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

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

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.