1. Chapter 8
Management Essentials

2. Diversity
__________: variety of people and their backgrounds, experiences, opinions, religions, ages, talents, and abilities.
Stereotypes are generalizations that individuals make about particular groups that ……………………
___________ is a general attitude toward a person, group, or org. on the basis of judgments unrelated to abilities.
Many groups of people, however, have common beliefs, such as religion, or share common ways of acting. These groups have ____________________to do some things based on their beliefs and their habits.
Managers should set a climate in which employees honor cultural tendencies and break down _________________.
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Chapter 8 | Management Essentials

3. Diversity (cont.)
Managers should _____________ expected employee behavior. A manager who encourages and honors diversity helps to establish …………………………………………………………………
Encouraging positive cross-cultural interaction, or meaningful communication among employees from _____________ and ______________, helps break down stereotypes and prejudices, and improves the workplace environment.
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4. Respectful Workplaces
Two critical aspects of a positive work environment are __________________ and ____________for all employees.
______________ happens when slurs or other verbal or physical conduct related to a person’s: 4.
______________ are legally liable for maintaining a harassment-free environment.
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5. Teamwork
___________________ uses each member’s strengths, so the group has more success working together than working alone.
Benefits of teamwork: 1. 2. 3. 4.
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6. Leadership
_____________: to inspire and motivate employees to support the vision of an organization. Good leaders demonstrate these behaviors:
1. Provide ____________
2. _________ consistently
3. ___________ others
4. _________ others
5. ____ and develop others
6. Anticipate ___________
7. Foster ___________
________ skills are also known as interpersonal skills.
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7. Motivation
_______________ is comprised of the reasons why a person takes action or behaves in a certain way.
A leader ____________________ other people through his or her own actions every day.
__________ motivation: personal drive to do your best with or without rewards
_____________ motivation: drive to do well comes from desire for rewards (paychecks, bonuses)
Professionalism is the combination of the knowledge, skills, ……………………………………………….
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8. Problem Solving Define the problem. Determine the ____________.
Successful managers recognize a problem when it occurs. Then they:
Define the problem.
Determine the ____________.
Determine _________ solutions and consequences.
Select the best ____________.
Develop an ____________ plan.
_____________ the action plan.
______________ the problem and solution for future reference.
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9. Professional Development
_____________________________is the sum of activities a person performs to meet goals and/or to further his or her career.
Managers must keep pace with ____________ in the workplace.
Continuous learning is key to……………………………………………………………..
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10. Ethics
___________ are a set of moral values that a society holds.
Ethics are typically based on the principles of ……………………………………………………..
_____________________serve as guiding principles that effective leaders use in setting the professional tone and behavior in their operations.
Many establishments have created written codes of ethics. These codes act as …………………………………………………….. (p. 490)
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11. Organizational Goals
__________ are statements of desired results. Management uses them to measure actual performance within an organization.
______________goals provide structure for an operation, and help evaluate the operation’s progress.
An _____________ is a specific description or statement of what a manager wants to achieve.
A __________ statement describes what an organization wants to become and why it exists.
A ____________ statement refines the vision statement by stating the purpose of the organization to employees and customers.
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12. Job Descriptions
A _________________is a document that defines the work involved in a particular assignment or position. (p. 501)
Many job descriptions also include ……………. and …………………… for holding the position.
Positions that are exempt (managers, chefs) from the ____________________________(FLSA) are not paid overtime or minimum wage (they are salaried)
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13. Interviewing Job Applicants
The process of selecting and interviewing applicants is strictly regulated by laws that protect the _____ rights of job applicants.
To avoid charges of discrimination, employers should use ………………………………………………………….
Questions that can’t be asked during interview:
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14. Interviewing Job Applicants (cont.)
Interviewers need to keep all job requirements and interview questions ……………………………………….
The ……………………………………………..(EEOC) and other government agencies enforce laws that ensure everyone, regardless of race, age, gender, religion, national origin, color, or ability/disability, gets a fair chance at any job opening.
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15. Interviewing Job Applicants (cont.)
Hiring tools used by managers include: 1. 2. 3.
Some applicants go through a series of interviews as part of the screening process for a job. This is known as…………………………interviewing.
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16. Lawful Hiring Practices
Managers for restaurant or foodservice operations need to know the____________environment in which they operate.
Antidiscrimination laws can impact …………………………………………………………………
A __________________ policy means that no violation is forgiven.
The Fair Labor Standards Act (FLSA), established protections related to __________ and ___________.
Child labor laws restrict the hours _________employees can work and the type of work they can do.
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17. Onboarding
_________________ is the process that a company uses to integrate new employees into an organization.
Onboarding programs give companies a better chance at making sure the people they hire ……………………….
There are typically four phases of onboarding: 1. 2. 3. 4.
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18. Orientation
_________________________is the process that helps new employees learn about the procedures and policies of the operation and introduces them to their coworkers.
The type of orientation employees receive depends on the __________ of the organization.
Orientation programs usually have two focuses: providing information about the __________and providing information about the ___________.
An ___________________ manual contains general information about employment, including company policies, rules and procedures, employee benefits, and other topics related to the company.
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19. Training
Training improves the skill, knowledge, and attitude of employees and encourages employees …………………………………………………………………
Training should:
Improve _________ of work
Promote employee ____________
Keep employees ____________
Create __________ to help organization grow
______________: when employees learn the functions of another job within the operation making them more productive.
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20. Training (cont.)
On-the-job training (OJT) is appropriate for teaching skills that are easily demonstrated and involves ____________ ____________________________________________
Before trainers can demonstrate a task, they themselves must be able ……………………………………..
Group training is usually the most practical choice when many ……………………………………………..
Benefit of group training:
Training is ________ (everyone hears the same thing)
Encourages __________ discussion
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21. Performance Appraisals
An employee _________________________is a formal evaluation of a person’s work performance over a specific period of time.
Formal evaluations give the manager and employee a chance to ……………………………………………………………………….
The most effective way to rate employee performance is to use a performance ………………………………..
Self evaluation form: provides info. from the employee and the manager …………………………………………………
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22. Management Equipment
___________________(POS) systems allow servers to enter orders and prompts for other order information (temperature of steak, etc.)
POS systems also allow managers to track the number of menu items sold …………………………………………………………………
Advanced POS systems are networked and integrate with …………………………………………………….
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