ORGANIZATIONAL BEHAVIOUR FOR THE HOSPITALITY INDUSTRY - BERGER FLORENCE; JUDI BROWNELL (PEARSON)
Keywords: Organizational Behavior Essentials . Customer Care .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. Communicating in Organizations. Communication Model. Improving Oral and Written Communication .Speaking effectively .Nonverbal Communication Dimensions. Effective Listening. Communicating in the Formal Organization. The Grapevine. .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. The Power of Teams in Hospitality . 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 . Group Problem Solving and Decision Making . 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 . the Individual and the Organization . 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. . Managing Stress . The Nature and Role of Stress . The Consequences of Excessive Stress . Stress in Individuals . The Importance of Managing Stress. Hospitality Industry Innovations . Promoting Creativity . . 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. . . Setting Personal and Professional Goals . . 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 . Key Management Tasks . Managing .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 . . Motivating Employees . Sources of Motivation .Need Hierarchy Theories .Operant Conditioning Theory . .Counseling Employees . 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 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 . Leading Hospitality Organizations .History of Leadership Research . Types of Leadership.Charismatic Leaders .The Leadership Spectrum . The Dilemmas of Leadership . Checks and Balances of Leadership . Icebreakers and Closers .