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? Managers should demonstrate this characteristic.
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
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

10. 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

11. 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

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.
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

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
Sales goals
Budget goals
Customer service

20. 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

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 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.

25. 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

26. 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

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.