Table Of ContentOrganizational Behavior
for
The Hospitality Industry
Florence Berger
Professor Emeritus
Cornell University School of Hotel Administration
Judi Brownell
Professor
Cornell University School of Hotel Administration
Upper Saddle River,New Jersey 07458
Library of Congress Cataloging-in-Publication Data
Berger,Florence
Organizational behavior for the hospitality industry / Florence Berger,
Judi Brownell.—1st ed.
p. cm.
Includes bibliographical references and index.
ISBN-13:978-0-13-244737-9 (alk. paper)
ISBN-10:0-13-244737-1 (alk. paper)
1. Hospitality industry—Management. 2. Organizational behavior. I. Brownell,Judi,1949–
II. Title.
TX911.3.M27B475 2009
647.94068—dc22
2008011360
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ISBN 13:978-0-13-244737-9
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To our husbands, Toby and Gary
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CONTENTS
Preface xi
Acknowledgments xiii
About the Authors xv
Introduction xvii
PART 1 Organizational Behavior Essentials
Chapter 1 Customer Care 1
Introduction 3
Service Defined 4
Creating and Managing Service 5
Two Perspectives on Customer Service 7
Service Recovery 8
Select and Train for Service Excellence 10
Internal Service 11
Creating a Service Culture 15
Technology and Customer Service 16
Summary 20
Exercises 21
Chapter 2 Communicating in Organizations 29
Introduction 32
Communication Model 32
Improving Oral and Written Communication 35
Speaking Effectively 37
Nonverbal Communication Dimensions 39
Effective Listening 43
Communicating in the Formal Organization 48
The Grapevine 53
Summary 54
Exercises 55
Chapter 3 Understanding the Diverse Environment 59
Introduction 62
Understanding Individual Differences 62
Specific Behavioral Differences 68
v
vi Contents
Business Culture 70
Techniques for Managing a Diverse Workforce 70
Improving Cross-Cultural Skills 75
Stereotypes and Cultural Biases 77
Summary 78
Exercises 79
Chapter 4 The Power of Teams in Hospitality 81
Introduction 83
Teams in Hospitality Management 84
Types of Teams in Hospitality Management 86
Characteristics of Teams 88
Dimensions of Team Behavior 93
First Steps to Building an Effective Team 96
Teambuilding and the Problem-Solving Process 98
Leading Your Team 100
Technology and Teams 104
Summary 105
Exercises 107
Chapter 5 Group Problem Solving and Decision
Making 112
Introduction 114
Understanding Group Problem Solving 115
Theories of Group Decision Making 118
Factors that Affect Group Decisions 120
Methods for Group Decision Making 122
Understanding the Impact of Group Dynamics 130
Group versus Individual Decision Making 133
Summary 135
Exercises 136
PART 2 The Individual and the Organization
Chapter 6 Managing Time 146
Introduction 150
How Managers Manage Their Time 150
Principles of Time Management 151
Contents vii
Improving Time Management Skills 156
Three-Pronged Time Management Attack 158
Technology and Time 163
Balancing Work and Family 164
Summary 166
Exercises 168
Chapter 7 Managing Stress 174
Introduction 177
The Nature and Role of Stress 177
The Consequences of Excessive Stress 180
Stress in Individuals 185
The Importance of Managing Stress 188
Hospitality Industry Innovations 192
Summary 196
Exercises 197
Chapter 8 Promoting Creativity 203
Introduction 205
A Definition of Creativity 206
Tools for Creativity 208
Techniques for Improving Creativity Using Current
Knowledge 210
Techniques for Improving Creativity Using Outside Sources 213
Developing a Creative Group 216
Choosing the Right Ideas 221
Blocks to Creativity and How to Eliminate Them 224
Summary 231
Exercises 232
Chapter 9 Setting Personal and Professional Goals 236
Introduction 239
Benefits of Goal Setting 239
Organizational Goal Setting 240
Goal Setting Theory 242
Methods and Tools for Goal Setting 244
Commitment to Goals 246
Achieving a Goal 252
viii Contents
How to Avoid Goal Conflict 256
Group Development in the Goal Setting Process 256
Setting Personal Goals 258
Summary 261
Exercises 262
PART 3 Key Management Tasks
Chapter 10 Managing Conflict 268
Introduction 271
The Nature of Organizational Conflict 272
Managing Conflict 274
Conflict Management Styles 278
Methods for Preventing Conflict 280
The Manager as Mediator and Negotiator 282
Dealing with Difficult People 285
Functional Conflict 288
Summary 290
Exercises 291
Chapter 11 Motivating Employees 293
Introduction 295
Sources of Motivation 296
Need Hierarchy Theories 298
Operant Conditioning Theory 305
Expectancy/Valence Theory 310
Summary 312
Exercises 314
Chapter 12 Counseling Employees 317
Introduction 319
Identifying an Employee in Need 320
The Core Conditions for Effective Counseling 322
The Managerial Role in the Counseling Model 325
Counseling Techniques 327
Common Counseling Behaviors 331
Avoidance of Counseling 332
Managing Crisis Situations 335
Making Referrals 337
Summary 338
Exercises 339
Contents ix
Chapter 13 Power and Politics in Organizations 350
Introduction 353
Power and its Attributes 355
Approaches to Power 356
Going from Powerful to Powerless 358
Going from Powerless to Powerful 359
Types of Power (Power Bases) 360
Outcomes of Using Different Power Bases 361
Organizational Politics 363
Summary 367
Exercises 368
Chapter 14 Leading Hospitality Organizations 373
Introduction 375
History of Leadership Research 377
Types of Leadership 379
Charismatic Leaders 381
The Leadership Spectrum 383
The Dilemmas of Leadership 385
Checks and Balances of Leadership 389
Summary 391
Exercises 393
Chapter 15 Icebreakers and Closers 403
Icebreakers 404
Exercises 405
Closers 408
Exercises 409
Index 411
Photo Credits
Chapter 1: p. 1, Photodisc/Getty Images; p. 9, Universal Press Syndicate. Chapter 2: p. 29, © Jeff
Greenberg/Photo Edit; p. 36, Cathy Guisewite/Universal Press Syndicate. Chapter 3: p. 59, Steve
Mellon.Chapter 4:p. 81,Comstock Images; p. 91, ScienceCartoonsPlus.com. Chapter 5:p. 112, Blair
M. Seitz/Creative Eye/MIRA.com; p. 128, Universal Press Syndicate. Chapter 6: p. 146, Corbis/
Bettmann; p. 157, Reprinted with special permission of King Features Syndicate. Chapter 7:p. 174,
Mauro Fermariello/Photo Researchers, Inc.; p. 198, Universal Press Syndicate. Chapter 8: p. 203,
Stephen Hayward © Dorling Kindersley. Chapter 9:p. 236, Russell Sadur © Dorling Kindersley; p. 242,
United Media/United Feature Syndicate, Inc. Chapter 10:p. 268, Images.com. Chapter 11:p. 293,
Images.com; p. 297, © Tribune Media Services, Inc. All rights reserved. Reprinted with permission.
Chapter 12:p. 317, Michael Newman/PhotoEdit, Inc. Chapter 13:p. 350, © Walt Disney Pictures/Pixar
Animation Studios 070000. Chapter 14:p. 373, Images.com. Chapter 15:p. 403, Paul Nicklen/National
Georgraphic Image College; p. 408, Getty Images–Stockbyte.
