Chapter 7 Development Programs, Coaching and Team Building

Introduction Our goal is to do what is best for the employee and at the same time to do what is best for the hospitality organization. Manager and Human Resources responsibility Are to assist in the development of a variety of personal relationship in the workplace and to help others in their careers. Developments Function in Human resources management The goal of a development program is to help our people become better each day

The Career Fit Model

Career Development Reviews Provide an opportunity for the employee to let management know where the employee would like to go in his or her careers. Performance Development Counseling Occurs when there is a deficiency in performance standards. Problem-solving techniques are instituted that provide an opportunity for the employee to get his or her performance on the right track. Training Is a process that necessary to perform the task required on their job position. Development Assume that the basic skill process through which the employees can grow in their personal development within the company

Comparison between Performance Appraisals and Career Development Traditional Views

Performance appraisal (realism without hope) Managers ask: What is the employee contributing? How is the employee measuring up to expectations? What do I need to tell the employee about current performance? How does current performance reflect on compensation? How does the employee rank against other employees? Careers development (hope without Realism) Employees ask: What are my career goals? What are my opinions for career movement? What skills and abilities do I need to acquire? What plans do I need to make to move toward my goals? What will be my implementation steps and timetable?

Increase the effectiveness of human resources management in your hospitality organization Training programs become tools in developing the talent and potential that already exists

Career Development Programs for Hospitality Management Career Development A program that seeks to assist employees in their own growth and maturity in the hospitality workplace Career Development is a cooperative relationship that works three ways among the employee, the employees manager and the hospitality organization.

The employees responsibilities include: Self-assessment of abilities, interests, and values Analyzing career options Deciding on development objectives and needs Communicating development preferences to manger Mapping out mutually agreeable action plans with manager Pursuing agreed-upon action plan

Managers responsibilities included: Acting as a catalyst; sensitizing employee to the development planning process Assessment of the realism of employees expressed objectives and perceived development needs Counseling the employee and developing a mutually agreeable plan Following up and updating employees plans as appropriate

Organizations responsibilities include: Providing a career planning model, resources counseling, and necessary information Providing training in career development planning to managers and employees and career counseling to management Providing skills training programs and on the job development experience opportunities Recognition could be awarded in the form of either monetary or nonmonetary incentives. People want to work in an environment where management cares about their needs and desires.

The Purpose of a Development Program For the organization, advantages include the following: Facilitation of the succession planning process Identification of human resources with promotional potential More qualified and skilled pool of human resources Improvement in retention and a decreased turnover Reduction in recruiting expenses for highly trained personnel Minimization of performance problems resulting from job dissatisfaction and frustration Teamwork being encouraged Improved communications between management and work force Preparing people for change Releasing the potential of the work force For the organization, advantages include the following: Opportunity to uncover hidden interests and abilities Improved attitude about job and the company Greater sense of job satisfaction Realistic expectations about promotional opportunities, with a clearer sense of direction Opportunities to develop talent potential Assistance and coaching in the development of his or her careers Opportunity to take responsibility for individual growth and development Recognition as an individual Help in formulating realistic career goals Better ability to handle current job responsibilities Important Reminder: A company must have managers who can listen, assess and coach people to follow their dreams while at the same time getting the right people in the right job How does a Career Development Program work? Career Planning - Is the process by which the individuals short and long term career goals are identified? Career Counseling - Assist your human resources in choosing a career direction

Steps in a Development Program 1. Identify mission statement and goals of hospitality organization 2. Assist employee in determination of personal goals and needs: - Appraise current skills and knowledge - Define career progress 3. Obtain Information pertaining to organizational needs and priorities. 4. Develop action plan matching employees needs with organizational needs. 5. Provide feedback and guidance to carry out action plan. These are based upon the employees interests, abilities and attitude

Management Development Career Bands Place all jobs into groups of management positions that have similar roles and responsibilities Key Competencies Are the knowledge, skills, and abilities that a manager must demonstrate to be successful within the job position The Career Banding System Model

Development Review Is a tool that will assist you in managing the potential of your work force. Characteristic of a Good Counselor A Good Counselor Consistent Impartial Supportive Open-minded A good listener Accepting of success and failure Patient AND Mentoring Programs Mentor Served as guardian, teacher and father figure to young protg Are influential people who significantly help someone reach their own major life goals Mentors power comes from whom or what they know as a result of their own life experiences Mentors can assist their protg in a variety of ways: Giving them constructive feedback and advice on the actions they take and/or the products and services they provide Providing informal or formal instruction on both technical information that will help them perform their jobs better and organizational politics Providing opportunities for them to demonstrate their skills and abilities Making introductions to influential people who can help the protg Facilitated Mentoring Program Is a structured process which is designed to create effective mentoring relationships Established to guide desired behavior changes of those involved and to formally evaluate the results for the protg, the mentor, and the person(s) responsible for supervising the mentoring relationship Motivation as an Element in Development Before you can motivate your staff, you must first understand what motivates each employee in his or her specific job position. Good coaches, like good hospitality managers, have the ability to motivate their teams to victory.

Approaches at a comfortable time Greets warmly, sets the climate Smiles frequently Uses reassuring tone of voice Says positive as well as negative Nods encouragingly Gives undivided attention Doesn't allow interruptions Doesnt do all the talking Pauses, allows associate to talk Seeks first to understand then to be understood

Motivation Theory What do we mean when we say that we are going to motivate someone? We mean that we are attempting to change the individuals behavior, and thereby influence his or her performance through some type of external stimulus. The Pygmalion Effect States that the expectations your human resources have of themselves determine how they perform. Also known as Self-fulfilling Prophecy Discovered by Robert Rosenthal of Harvard University Positive expectations equal positive results. Maslows Hierarchy of Needs In the 1950s, Abraham Maslow identified the whys of motivation theory. This theory (Hierarchy of Needs) states that man is motivated by satisfying a set of needs common to all individuals Maslows Hierarchy of Needs

Hertzberg's Two-Factor Theory One consisting as motivation factors (or satisfiers) and one consisting of maintenance factors (dissatisfiers) Motivation factor includes: Recognition Achievement Advancement Responsibility Hygienic Factors include working condition, company policies, and salary. For Hertzberg, money was not a motivator but needed to be present for job satisfaction to occur

Theory X and Theory Y Douglas McGregor Theory x Assumes that people are generally lazy by nature and must be pushed into productive behavior on the job Theory Y Assumes that people can enjoy work and be self-motivating if the right set of conditions exists Expectancy Theory Victor Vroom Theory states that a person will be motivated when the individual perceives a link between what he or she is doing and the expected reward. The employee must see a link between his or her work efforts and receiving the reward, and the individual must possess the abilities and skills to do the job Money as a Motivator The motivational value of money may change after a persons basic needs have been reasonably well satisfied. Job Enrichment In 1968, Hertzberg proposed the idea of Job Enrichment as a reaction to the KITA (kick-in-theass) motivational approach that the he found most managers practicing. The only way to motivate employees is to give them challenging work in which they can assume responsibility The Human Resources Manager as Coach Coaching Is a method that is used to increase the effectiveness of your development program Is a directive strategy that enhances employee motivation for individual development and improved job performance Counseling Vs Coaching Counseling Provides advice, assistance, support and guidance in career development. Counselor listens, clarifies, understand and helps Coaching Is more forceful, more motivational, and more active in its implementation than counseling. Coach prepares, initiates, pushes, and encourages. Coaching is done regularly and consistently.

Building your Hospitality Team Team Building Is the process by which people are brought together into teams United for a common reason or goal for which they are held mutually accountable Team building requires: Cooperative effort Dedication Team building advocates say that it: Reduces conflict among your work force Acts as a motivator Improves the quality of decision making Assists you in managing cultural diversity Decentralizes the power base Refocuses management as a development role Increases involvement, thereby increasing commitment Improves two-way communication Encourages discussion and active problem solving Develops a sense of accountability among your people Creating a Team Spirit By setting attainable career goals for your human resources, you give them the opportunity to taste winning. Winning teams are always more highly motivated to work hard to repeat their successes.