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Management Essentials
Chapter 8 | ProStart Year 1
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What is diversity?

Diversity is the great variety of people and their
backgrounds, experiences, opinions, religions, ages, talents,
and abilities.

Stereotypes: generalizations that people make about particular
groups that assume that all members of that group are the same
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Prejudice: general attitude toward a person, group, or
organization on the basis of judgments unrelated to abilities

Bias: tendency toward a particular perspective or idea based on
prejudice
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Cultural tendencies: common beliefs (religion) that share a
common way of acting that produce tendencies to act in certain
ways based on beliefs or habits
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How can you break down
stereotypes?
1.
Recruit a diverse work group
2.
Increase cross-cultural communication among employees
3.
Provide world maps that show where people are from
4.
Use workshops to increase communication skills
5.
Educate employees about diversity and discrimination
6.
Set and communicate expectations for positive behavior
7.
Hold employees accountable
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What is modeling?
Modeling is demonstrating the expectations for others.
Managers should demonstrate this
characteristic.
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Benefits of diversity
1.
Creates more enjoyable and
productive environment

2.
Employees with different
backgrounds will look at
the same situation and
challenges from a different
point of view
Attract more customers

This can help build a staff
that mirrors the community
3.
Becomes an employer of
choice
 Many people that are a
minority will feel more
comfortable visiting your
establishment
4.
Improved legal protection
 Promoting diversity helps
managers fulfill their legal
requirements
 Better positions them to
defend against any claims
of illegal discrimination
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What is cross-cultural
interaction?
Meaningful communication among employees from
diverse cultures and backgrounds and helps break down
stereotypes and prejudices and improves the workplace
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How to develop cross-culture
interactions
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Participate in diversity and sensitivity training

Model behavior
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Integrate diversity into the mission statement
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Encourage studying and using different languages
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Use multilingual materials
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Harassment

When slurs or other
verbal/physical conduct
related to a persons

Race
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Gender
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Gender expression
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Color
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Ethnicity
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Religion
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Sexual orientation
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Disability
Interferes with the person’s
work performance or
creates an unhealthy work
environment
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Teamwork
Teamwork uses each members strengths so the
group has more success working together than
alone ADVANTAGES
DISADVANTAGES
Team members can learn from
each other
Conflict between team members
can develop, and has to be
handled
People bring different skills and
experiences to problem solving
Communication is more
complicated
Several people working together
can get more done than
individuals
Some members of at team might
let others do more of the work
Team members can support each
other during difficult projects
It can take longer to make
decisions
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Leadership
the ability to inspire and motivate employees to
behave in accordance with the vision of an
organization and to accomplish the organization’s
goals

Provide direction

Lead consistently
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Influence others
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Motivate others
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Coach and develop others
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Anticipate change

Foster teamwork
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Interpersonal Skills
A person who possesses good interpersonal skills is
a person who can generally relate to and work well
with others.

They acknowledge guests when they enter the establishment
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Show empathy
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Praise others for jobs well done
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Be aware of cultural differences
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Be ethical, approachable, and professional
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Motivation
Comprised of the reasons why a person takes
action or behaves in a certain way
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Motivation
Internal Motivation

Personal drive to do the best
work possible whether there
are rewards or not
External Motivation

Drive comes from the desire to
receive something
(paychecks, rewards,
recognition)
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Areas of expectation
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Professionalism: the
combination of the knowledge,
skills, attitudes, and behavior a
person shows while
performing a job.

Personal Treatment: how a
manager or boss personally
treats that specific employee
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Work and Task Support: a
manager that is always willing
to help and available
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Problem Solving
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Professional Development
Activities a person performs to meet goals and/or
activities to further his or her career.
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Ethics
A set of moral values that a society holds
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Goals
Statements of desired results
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Organizational Goals
provide structure and a destination for an operation,
and function like a yardstick to help evaluate the
operation’s progress
Sales
goals
Budget
goals
Customer
service
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SMART Goals
S
SPECIFIC
Goals should be clearly stated and list
exactly what is expected
M
MEASUREABLE
Management needs to be able to
determine whether goals have succeeded
or failed by some result
A
ACHEIVABLE
Goals should be realistic and able to be
met
R
RELEVANT
Goals should be connected to the vision
and mission statement of the business
T
TIME BOUND
Goals need to have a specific date for
accomplishment
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Vision and Mission Statements
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To review:
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Vision statements define the organizations purpose in the terms
of the organizations values. Both internal and external function.
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Mission statements define the organization’s purpose and
primary objectives. Primarily internal function.
The mission statement refines the vision statement by stating
the purpose of the organization to employees and customers
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Job Descriptions
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A job description is a document that defines the work
involved in a particular assignment or position
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It includes:
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Primary responsibilities
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Knowledge and skill requirements
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Working conditions
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Educational requirements
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May I ask you….
8.
National origin or ethnic
background
9.
Former or maiden name
10.
Prior arrests (Convictions
they can)
11.
Marital status or any
information about a spouse
Parents’ names
12.
Birthplace (or birthplace of
parents)
Children, plans to have
children, or childcare plans
13.
Disabilities (Unless it pertains
to the job)
1.
Race
2.
Religion
3.
Age
4.
Gender
5.
Sexual orientation
6.
7.
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EEOC
Equal Employment Opportunity Commission
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Enforce laws that ensure everyone, regardless of race, age,
gender, religion, national origin, color, or ability/disability,
gets a fair chance at any job openings
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This is all within reason.
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You may not hire someone based on their ability or disability but
it may be on the grounds of their ability to complete the job at
hand.
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Too Young to Work
Child Labor Laws
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Current child labor laws impact:
1.
The number of hours a child can work
1.
This includes daily and weekly and the hours themselves
2.
Operating hazardous equipment
3.
Driving
4.
Work permits and/or ager certificates
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On-Board!
Onboarding

Onboarding is the process that a company uses to integrate
new employees into an organization
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The phases of onboarding:
1.
Hiring
2.
Orientation
3.
Training
4.
Scheduled follow-up
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Orientation
 Orientation
is the
process that helps
new employees learn
about the procedures
and policies of the
operation and
introduces them to
their coworkers
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Employee Manual

General information about
employment
 Company rules and policies
 Procedures
 Employee Benefits
 Other topics related to the
company
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Employee manuals help aid in
the training step within
onboarding
 Training helps combat
turnover
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Effective Employee Training
1.
Both employee and trainer
must be motivated
2.
Training should be designed
for the new employee and the
task he/she needs to learn
3.
Involve the new employee in
training by using hands-on
practice and demonstrations
4.
Set realistic goals
5.
Feedback
6.
Managers can use the results
to evaluate employee’s
performance
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Employee Training
On-the-Job Training
Cross-Training
When employees learn the
functions of another job within
the operation
IMPORTANT: lets employees
become more skilled so they
are more valuable to the
company
Appropriate for teaching skills
that are easily demonstrated
and practiced
IMPORTANT: allows employees to
demonstrate skills and
reinforce what has been
learned
Group Training
Most practical choice
IMPORTANT: cheap, training is the same
for all, managers know exactly what has
been taught, encourages group
discussion, new employees can offer
input
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Employee Performance Appraisal
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Formal employee evaluation
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Deals with work performance over
a specific period of time
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PURPOSE: to keep track of the
employee, their skill level, and
commitment to the job
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What’s a POS?
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Point-of-Sale system
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PURPOSE: allows servers to enter orders and prompts for
other order information
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EX: temperature of a steak, food allergies, etc.