Organizational Behavior for the Hospitality Industry

Name: Organizational Behavior for the Hospitality Industry
Price: 5.7 USD
Availability: InStock
ISBN: 9780132447379

ISBN-10: 0132447371

ISBN-13: 9780132447379

Edition: 2009

Authors: Florence Berger, Judi Brownell

List price: $193.32

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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 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…

Book details

List price: $193.32
Copyright year: 2009
Publisher: Prentice Hall PTR
Publication date: 4/23/2008
Binding: Paperback
Pages: 448
Size: 7.00" wide x 9.25" long x 0.75" tall
Weight: 1.848
Language: English



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