Organizational Behavior for the Hospitality Industry

ISBN-10: 0132447371
ISBN-13: 9780132447379
Edition: 2009
List price: $185.60 Buy it from $77.24
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Description: For undergraduate and graduate courses in Organizational Behavior and Human Relations Skills in schools of hotel management. nbsp; Organizational Behavior for Hospitality Industryis the first organizational behavior text that focuses on the  More...

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Book details

List price: $185.60
Copyright year: 2009
Publisher: Prentice Hall PTR
Publication date: 4/23/2008
Binding: Paperback
Pages: 480
Size: 7.00" wide x 9.25" long x 0.75" tall
Weight: 1.980
Language: English

For undergraduate and graduate courses in Organizational Behavior and Human Relations Skills in schools of hotel management. nbsp; Organizational Behavior for Hospitality Industryis the first organizational behavior text that focuses on the hospitality industry, delving into the concepts that are relevant to students who plan to enter the hospitality industry. Hospitality organizations today must achieve excellence in human relations, and that success starts with quality organizational behavior. The text is organized into three sections: organizational behavioral essentials, the individual and the organization, and key management tasks. Additionally, each key topic includes detailed exercises, providing students with the hands-on experience theyll need in order to succeed in the industry.

Preface
Acknowledgments
About the Authors
Introduction
Organizational Behavior Essentials
Customer Care
Introduction
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
Summary
Exercises
Communicating in Organizations
Introduction
Communication Model
Improving Oral and Written Communication
Speaking Effectively
Nonverbal Communication Dimensions
Effective Listening
Communicating in the Formal Organization
The Grapevine
Summary
Exercises
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
Summary
Exercises
The Power of Teams in Hospitality
Introduction
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
Summary
Exercises
Group Problem Solving and Decision Making
Introduction
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
Summary
Exercises
The Individual and the Organization
Managing Time
Introduction
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
Summary
Exercises
Managing Stress
Introduction
The Nature and Role of Stress
The Consequences of Excessive Stress
Stress in Individuals
The Importance of Managing Stress
Hospitality Industry Innovations
Summary
Exercises
Promoting Creativity
Introduction
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
Summary
Exercises
Setting Personal and Professional Goals
Introduction
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
Summary
Exercises
Key Management Tasks
Managing Conflict
Introduction
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
Summary
Exercises
Motivating Employees
Introduction
Sources of Motivation
Need Hierarchy Theories
Operant Conditioning Theory
Expectancy/Valence Theory
Summary
Exercises
Counseling Employees
Introduction
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
Summary
Exercises
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
Summary
Exercises
Leading Hospitality Organizations
Introduction
History of Leadership Research
Types of Leadership
Charismatic Leaders
The Leadership Spectrum
The Dilemmas of Leadership
Checks and Balances of Leadership
Summary
Exercises
Icebreakers and Closers
Icebreakers
Exercises
Closers
Exercises
Index

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