class notes week 10
TRANSCRIPT
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Supervision and Training
Re-cap on Performance Mgt
Case study
Dealing with discipline
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First a brief review of last week
• Job Description
• Performance Standards:– What– How– Extent
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Performance Standards
• Specific, Clear,Complete, Accurate
• Measurable
• Attainable
• Legal and conforms with company policies
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JSC HOTELPERFORMANCE STANDARD
Department: ___________________________
Job Title: _____________________________
Date of last update: _____________________
Unit of Work (WHAT): ________________________________________________________________________
PROCEDURES (HOW) STANDARDS (TO WHAT EXTENT)
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What is Performance Evaluation?
Or Performance Appraisal… Or Performance Review…
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Periodic Review and Assessment of Performance
during a Given Period
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• Day to day biased opinion
• Perspective (looking over a longer period of time)
• Record
• Opportunity to discuss how well things are
• Opportunity to look ahead -> goals
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And….
• Salary increase (merit based)
• Career advancement
• You as a supervisor will be reviewed on the quality of your reviews
• Feedback for hiring and training
• FEEDBACK FROM EMPLOYEES!
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Case Study
• Case Study 3.3 (page 309)
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Homework for April 11th
• Research and prepare a short (no more than one page) essay about performance review methods in the hospitality industry:– Describe method – Advantages/disadvantages– Why you like or dislike method
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What if things don’t go well?
Discipline
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http://www.youtube.com/watch?v=-c45KgHYJ7M&feature=fvst
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Punishment?
What does discipline mean to you?
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“State of orderly conduct and compliance with rules, regulations and procedures”
“ Action to ensure orderly conduct and compliance with rules and procedures”
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Successful discipline
1. Complete set of rules (describe)
2. Clear about consequences when not observing rules
3. Action to enforce rules: consistent, prompt, it’s not personal!
4. Recognition and reinforcement of positive actions
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Sample discipline policy
• Page 318
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Positive versus Negative Approach
• Discipline=Rule Compliance
• Inform and correct• Theory Y: people
want to do well• Extension of coaching
process: observe, evaluate, train
• Less persistent rule breaking
• Discipline=Punishment• Fear• Theory X• Progressively severe
penalties:– Oral warning– Written warning– Punishment– Termination
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Positive discipline, but…
• Chronic rule breakers:– Oral reminder: reasons for the rules, listen
and express confidence– Written reminder: counselor versus judge– Termination
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Common mistakes
• Starting off being too easy, people will test you• Act in anger• Threaten action but don’t follow through• Putting someone down in front of others• Shift it to your boss• Unexpected discipline• Criticize the person rather than behavior• Waiting too long• Inconsistency
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So how do you go by enforcing compliance with rules?
1. Collect all facts
2. Discuss incident with employee (ask questions)
3. Decide on appropriate action
4. Take appropriate action, develop improvement plan
5. Documentation
6. Follow up!
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Keep or let go?
• Length of service?
• Seniority
• Past record: good record but sudden change?
• Labor market
• Effect on other workers
• Cost of one versus the other
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Just Cause
“Offense affects specific work of the employee or the operation as a whole”
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Before you terminate
• Did employee know the rule?• Were expectations/rules reasonable?• Was there reasonable effort by management to correct
problem?• Final written warning?• Willful and deliberate disregard?• Fair and objective investigation?• Prior work record• Hearing?• Equal treatment?• Non-discriminatory?!
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Termination interview
• Time and place
• Who (witness)
• Opening statement, do not dance around the facts
• Possible reactions
• Final pay issues
• Clearance procedures (keys, tags, uniforms)
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Next Class
Conflict management
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Homework due 4/18
• Chapter 10: Review questions 1 and 5.
• Read chapter 12: Conflict management