Supervision and Training

Re-cap on Performance Mgt

Case study

Dealing with discipline

First a brief review of last week

• Job Description

• Performance Standards:– What– How– Extent

Performance Standards

• Specific, Clear,Complete, Accurate

• Measurable

• Attainable

• Legal and conforms with company policies

JSC HOTELPERFORMANCE STANDARD

Department: ___________________________

Job Title: _____________________________

Date of last update: _____________________

Unit of Work (WHAT): ________________________________________________________________________

PROCEDURES (HOW) STANDARDS (TO WHAT EXTENT)

What is Performance Evaluation?

Or Performance Appraisal… Or Performance Review…

Periodic Review and Assessment of Performance

during a Given Period

• 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

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!

Case Study

• Case Study 3.3 (page 309)

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

What if things don’t go well?

Discipline

http://www.youtube.com/watch?v=-c45KgHYJ7M&feature=fvst

Punishment?

What does discipline mean to you?

“State of orderly conduct and compliance with rules, regulations and procedures”

“ Action to ensure orderly conduct and compliance with rules and procedures”

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

Sample discipline policy

• Page 318

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

Positive discipline, but…

• Chronic rule breakers:– Oral reminder: reasons for the rules, listen

and express confidence– Written reminder: counselor versus judge– Termination

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

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!

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

Just Cause

“Offense affects specific work of the employee or the operation as a whole”

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?!

http://www.youtube.com/watch?v=a8NU5OfDi9w

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)

Next Class

Conflict management

Homework due 4/18

• Chapter 10: Review questions 1 and 5.

• Read chapter 12: Conflict management