SUPERVISOR AS MANAGER
This participative process empowering employees to work in groups to establish service expectations and the bet way to meet or exceed them
What is TQM
This statement compliments a company's vision and describes the purpose of the organization and what services they provide
what is a mission statement
An applicant's or employee's job knowledge, skills, and abilities are known as this
what is can-do factors
In this type of interview, supervisors and employees discuss the supervisor's evaluation of the employee's performance
what is an appraisal interview (evaluation, appraisal review)
this is a conversation with the purpose of obtaining information, often used to screen job applicants
what is an interview
type of management allowing employees to participate in decisions that concern them
the managerial assumption that people dislike and avoid work
what is theory x
this highly structured interview consists of the interviewer using a predetermined list of questions to ask each applicant
what is a patterned interview
these are the four requirements for a proper performance standard
the distance that most people are comfortable with for having a conversation, making it okay to give instruction from
what is 4-7 feet (social distance)
this type of thinker is able to concentrate on constructive ways to deal with a challenging situation
what is an opportunity thinker
the person in command that people follow voluntarily
what is a leader
the act making it unlawful to discriminate in employment against Americans with a disablility
what is the Americans with Disabilities Act
giving attention and praise for superior performance in order to encourage continued good results is known as this
what is positive reinforcement
this term is used to describe adding more work to a job without increasing interest, challenge, or reward
what is job loading
what is reverse delegation
this style of management includes lots of directive behaviors to build skill and supportive behaviors to build commitment
what is coaching style
this law requires equal pay and benefits for men and women working in jobs requiring equal skills, effort, and responsibilities under similar working condition
what is the equal pay act (1963)
withholding praise and rewards for inferior performance in order to encourage better results is known as this
what is negative reinforcement
having this means possessing the rights and powers needed to make the decisions and to take the necessary actions to get the job done
what is authority
the supervisor is a link between these three parties
what are owners, guests, and employees
this technique involves spending a large part of the day talking to employees, guests, and peers, while listening, coaching, and troubleshooting
what is management by walking around
the family and medical leave act of 1993 allows employees to take an unpaid leave of absence from work for up to this many weeks per year
what is 12 weeks
this theory suggests that as one's needs at the bottom of the pyramid are met, higher-level needs become more important
what is hierarchy of needs
advance planning, positive attitude toward your people, trust, the ability to let go and take risks, and good communication are conditions of this
successful delegation