Details Title: food service management Description: management stuff Total Flash Cards: 74 Created: 05/03/2009 07:27:13		New Users: To study from this flashcard set, or to create your own your own study flash cards, REGISTER HERE. Existing Users: CLICK HERE. Additional Management Flashcards
Cards in this set: Term           The Major Role of Communication Definition determines how effectively people work together and coordinate their efforts to achieve organization goals. Term           Poor Communication Definition - employees poor work as a team - unethical or dishonest activities - poor manager Term           Barriers To communication Definition - hearing an expected message - Ignoring conflicting information - differing perceptions - evaluating the source - interpreting words differently - ignoring nonverbal cues Term         Hearing an expected message Definition past expereince leads to one expect to hear that may not be correct Term Ignoring conflicting information Definition messages disagrees with ones preconceptins, manager hears the food is bad but ignores it Term Differing perceptions Definition receiver's values and experience dictate words, actions of others. Term           Evalating the Source Definition meaning applied to message is influenced by the source. Term Interpreting Words Differently Definition words have different meanings Term Ignoring nonverbal cues Definition  tone of voice, facial expression will show different meaning than voice. Term           Showing Emotion Definition affects transmission and interpretation of message, if sender is hostile, the response may be defensive or aggressive Term Ways to improve communication Definition     - feedback - many channels for feedback - face to face communication - sensitivity to reciever - awareness of symbolic meanings - careful timing - simple language - repitition Term       Nutrition Knowledge that Matters Definition - nutrition knowledge alone - knowledge about food attributes plus personal ehalth benefits - type of nutrition knowledge makes a different in healthy food consumption - Term         Familiar Preparation Definition influences taste, similar preparation and serving as regular meats Term         Familiar appearance Definition         influences taste, used as a filler in ground beef or sausage, did not cause meat to look any differently than expected Term           Marketing Trends Definition - RD's nutritionists as Role models - school menues as role models - Fast food- TV campaign - nutriiton healt claims - single case studies Term           Perfromance Definition effecient achievement of goals and objectives Term       6 Big Mistakes Organizations Make and why they fail Definition -lack of understanding - failure of vision -lack of flexibility - reisitance to change - poor customer relations - poor employee relations Term Four Variables of Performance Definition - motivation -ability - opportunity - clarity of expectations Term Strategy to Performance Gap Definition - strategies are approved by poor communicated - translation of strategy into specific actions and resource plans nearly impossible - lower levels in orgnaization arent informed - resuts never materilize - shortfall continues as no one is held responsible Term         Ability Definition what a person can do Term Motivation Definition what a person will do Term Clarity and Expectation Definition what to be done Term         Opportunity Definition a chance to do the job Term         Tenacity(ability) Definition person holds onto belief or tradition to be true Term Authority Definition knowledge acquired from authorative source Term Intuition (ability) Definition based on reasoning, non experience Term Science Definition based on associations, cause and effect Term Transformational learning Definition - identification, acquisition and application of information - enables an organization to each their goals - learning organizaitions Term Learning Organizations Definition - everyone invovled in identifying and solving problems - enable the organization to experiment, change, and improve - increase capacity to grow, learn and achieve Term Shared Vision Definition powerful shared vision provides focus and energy for learning Term Self-examination Definition examine current assumptions and practives rather than business as usual Term Radical new structure/learning teams Definition create multifunctional teams that break away from daily orgnizational function Term     external alliances Definition Collaborate with external parties for steady flow of ideas Term Advantages of Learning organization (4) Definition - employee empowerment - open information - participative strategy - strong adaptive structure Term         Characteristics of Motivation Definition - integrity with people - nutures others - faith in people -listens to people -enlarges people - empowers people Term When people sense victory they... Definition - sacrifice to succeed - look for ways to win - become energized - follow the game plan - help othe team members Term When people sense defeat... Definition - give as little as possible - look for excuses - become tired - forsake the game plan - hurt others Term When an employee gives what do employees recieve? Definition - positive self worth - sense of belonging - perspective - feeling of significance - hope Term           7 rules of planning and execution Definition 1. keep it simple 2. debate assumptions 3. use rigorous framework 4. discuss resource deployment early 5. clearly identify priorities 6. continuously monitor performance 7. reward and development execution capabilities Term Benchmarking Definition measuring your performance against the best in class companies Term Project conception Definition identify need and decide to benchmark Term Planning Definition determine scope and objectives and develop a benchmark plan Term Preliminary data collection Definition collect data on industry processes and own organization's processes Term Ethics Definition ethical behavior is generall defined as excercising consistent moral judgements in the face of various ethical dilemmas Term Where do we need ethics? Definition - workplace - home - relationships - politics Term Implcations of Ethics in the classroom Definition - modifiy methods of teaching to encourage moral development  in students - encourage women to share their ethical values - employees need to provide training programs to shair their code of ethics Term   Maslows Theory, need hierarchy Definition people are motivated by their desire to satisfy specific needs Term Achievement power afflilation theory Definition people need to... - acheive goals - power, or competition with others - affiliation, wants to be liked by others Term Two factor theory Definition   focuses on rewards or outcomes of performance that satisfy needs   - Job satisfaction, motivators - job dissatisfaction Term motivation tools(10) Definition - look beyong dollars to motivate employees to perform their best and stay on the job - meet emotional needs by recognizing and appriciating their work - expression appreciation - give occassional gifts - encourage input in various ways - communicate clearly - give clear expectations - allow room for growth - professional associations - address or speak to others with respect Term Definition Term Barriers to Motivating Definition - having serious or surly disposition as a manager - not handling problematic staff - not being honest with staff Term Negotiation Definition process in which 2 or more parties make offers, counteroffers, and concessions to reach an agreement win/win lose/win win/lose Term Negotiation Skills Definition -define a range of obejectives - explore wide range or options -prepare well -listen and question - know our employees, or the other side Term Stages of Negotiation(5) Definition - preparation -proposal - debate - bargaining - closing Term Types of Contracts Definition - employee conditions of work - food equiptment/supplies - lease buildings or automobiles - loans for homes and business - personal loans - marriages and divorces Term Positional bargaining Definition - competitive and each side plays hardball Term interest based bargaining Definition - cooperative - share goals with end result being a win-win Term Barriers to negotiation(6) Definition - becoming emotional -not trying to understand the other side - focusing on personalities not issues - blaming the other side - argue - timing Term   Factors that drive change Definition - social -political -economics - science - technology Term Change in the workplace(6) Definition - global changes in the market place - enhanced scieence and technology - social, political, and economic change - orgainization must be flexible - dramatic impact on individual workers - employees need support througout change process Term Resistance to change Definition how the change is veiwed by individuals and groups Term Organiziational change 20,50,30 rule Definition - 20% embrace change - 50% are abivalent -30% resist change or sabotage effort Term Why people resist change(9) Definition - do not understand need for change - do not understand context or environment - believes change violates core values of organiziation - do not understand change and its implications -believe chanve is not in the best interest of the organization - lack of trust - do not think leadership is serious - uncapable leadership - beleive that change is unfairly selective Term Definition Term Employees Definition cut trees ( task oriented) Term Management Definition bulldose the whole forest (whole picture) Term Employees tend to ignore plans that... (3) Definition - are too grandoise - have failed in the past - are poorly communicated Term 3 types of Change Definition - structure - work processes - culture Term Organizational Change Definition - decision making - timing - communication Term Timing Definition - time to acclimate before implementing change - allow employee input - allow time for effective communication -create a win win scenario Term Steps in successful change Definition - communication -participation - closely monitor change for 1. negative attitudes 2. sabbotage efforts Term Supply and demand principle Definition higher demand reduces the cost of a product, society norms determine popularity of product Term Definition