Food Service Systems Management Exam 3: One Minute Manager, Management Principles

What are the 3 One Minute Manager secrets?

-Goal Setting

-Praise

-Constructive Feedback

What is another way to phrase the 80/20 rule?

Pareto Analysis

What is pareto analysis(80/20 rule)?

-80% of your really important results will come from 20% of your goals

What is done with pareto analysis (80/20 rule)?

-Do on 20% goal setting

-Prioritize what is important and accomplish it

What is told when developing concrete measurable goals in goal setting?

-Tell me what is happening in observable, measurable terms

-Tell me what you would like to be happening in behavioral terms

What must performance standards be for goal setting?

-Clear and understood

-Measurable

-Short and to the point

What does it mean that performance standards for goal setting must be clear and understood?

-What our responsibilities are

-What are we being held accountable for

What does it mean that performance standards for goal setting must be measurable?

-Best if the person can track progress themselves

-Identify and solve your own problems

What does it mean that performance standards for goal setting must be short and to the point?

250 words maximum

What are the 6 steps to set your goal?

1. Decide on your goals

2. Determine the desired outcome

3. Write your goal down (250 words or less)

4. Read and re-read each goal within 1 minute

5. Check your performance goals daily

6. Are your actions creating the desired outcome and helping achieve goals?

How can you determine the desired outcome when setting a goal?

See what good behavior looks like

What should be done when writing your goal down in 250 words or less when setting a goal?

Each goal gets a separate page

What does the S in S.M.A.R.T. goals stand for?

Specific

What questions need to be answered when defining the Specific in S.M.A.R.T goals?

-What needs to be accomplished?

-Who's responsible for it?

-What steps need to be taken to achieve it?

What does the M in S.M.A.R.T. goals stand for?

Measurable

What does the Measurable in S.M.A.R.T. goals mean?

-Quantifying your goals

-Makes it easier to track progress

-Know when you've reached the finish line

What does the A in S.M.A.R.T. goals stand for?

Action Oriented

What does the action oriented in S.M.A.R.T. goals mean?

-Give yourself a serious reality check

-Goals should be realistic

-Is your objective something that can be reasonably accomplished

What does the R in S.M.A.R.T. goals stand for?

Realistic

What questions need to be answered when defining the Realistic in S.M.A.R.T goals?

Why are you setting the goal?

What does the T in S.M.A.R.T. goals stand for?

Timely

What questions need to be answered when defining the Timely in S.M.A.R.T goals?

-What's your time horizon?

-When will they finish?

Why is praise important as a manager?

That which is recognized, is repeated

What is necessary with praise?

Crystal clear feedback is necessary

Do most managers give crystal clear feedback?

No

Why is crystal clear feedback necessary?

-Support employee success

-Show employees how they are doing (well/poorly)

What is a way of giving praise?

Catch them doing something right

What does it mean to catch employees doing something right?

-Put the accent on the positive

-Let them know you're really on the same side

-Comes over and makes contact

How can you let employees know that you're really on the same side when catching them doing something right?

-Putting hand on their shoulder

-Briefly touching in a friendly way

What should you do before briefly touching in a friendly way?

Be sure that the person is open to physical contact PRIOR to making physical contact

What should you tell employees when doing one minute praise?

Tell them up front to expect feedback

What should you provide when doing one minute praise?

Provide timely (immediate) feedback

Why do you need to provide timely (immediate) feedback?

Keep the recognition close to the action so people understand the connection

What should you make sure to do when doing one minute praise?

-Tell specifically what they did right

-Tell them how it helps/makes you feel

How do you tell an employee how something helps/makes you feel when doing one minute praise?

-What did they do right

-How does it help the organization and other individuals

-Use feelings with the words (mean it)

What should be done after praising employees?

-Stop for a moment of silence

-Encourage them to keep it up

-Shake hands or touch people

Why should you stop for a moment of silence after praising an employee?

-Let them feel how good you feel

-Make sure the moment isn't too long, so people don't feel awkward

Why should you encourage the employee to keep it up after praising them?

Concentrate on where they are (what they've done) not how the overall operation is going

Why should you shake hands or touch the employee after praising them?

Make it clear that you support their success in the organization

What is something to keep in mind when praising employees?

If things are not going well, but they did something right, then the praise is due whether you feel like it or not

Why should you encourage people to do things right with praise?

-#1 motivator of people

-Helps you keep track of what they're doing well

When is constructive feedback given to employees?

If they know how to do something and didn't do it

What do you have to do as a manager?

Support your people and achieve business results

How can you support your people and achieve business results through constructive feedback?

-As soon as you observed the misbehaviors, provide addition guidance to help them keep themselves on track

-Help them change their future behavior

What is the first step of one minute reprimand?

Immediate constructive feeback

Why is immediate constructive feedback the first step of reprimand?

Keep the feedback close to the action so people understand the connection

What is the second step of one minute reprimand?

Be specific

What needs to be specific when reprimanding?

-Focus on the situation, issue, or behavior, not the person

-What they are doing wrong

What is the third step of one minute reprimand?

Tell them how it made you feel/hurts you in no uncertain terms

What is the fourth step of one minute reprimand

Allow silence to reinforce the message

How does silence reinforce the message when reprimanding?

-Stop for a few seconds

-Let them feel how you feel

What needs to be done after reprimanding an employee?

-Let them know you are honestly on their side (shake hands or touch them)

-Remind them that you value them

-Reaffirm your respect for them, just not their performance in this situation

-Don't carry grudges, the reprimand stops here

What is the first minute manager lessons?

-Important, measurable, achievable goals

-250 word maximum

-Goal vs performance

What is the second and third minute manager lessons?

-Quick, specific feedback and ongoing support

-Praise and reprimand employees

What is the best time spent according to one minute manager?

Invested in people

Why is the best time spent time invested in people?

People who feel good produce better results

What does it mean in one minute manager that people are not pigeons?

-More complicated and aware

-Think for themselves

-Certainly, do not want to be manipulated by another person

-Don't make decisions for them when they can be trained to make those decisions themselves

What does it mean in one minute manager that everyone is a potential winner?

-Hire winners at high cost

-Hire people that can develop

-Avoid the hire and hope

What is management?

A process whereby unrelated resources are integrated into a total system for accomplishment of objectives through the willing cooperation of others

What system is management a part of? What does this do?

-Part of the transformation process, turning inputs into outputs

What does it mean to be efficient?

-Efficient gets things done right

-Getting the most output from the least amount of input

What does it mean to be effective?

-Effective gets the right things done

-The ability to choose appropriate objectives

What needs to be accomplished through management?

Being effective and efficient

Why do managers need to accomplish effectiveness and efficiency?

To produce desired results for a viable organization

What are the 3 managerial skills?

-Technical

-Human

-Conceptual

What is technical skill as a managerial skill?

An understanding of specialized knowledge involving methods or techniques

What needs to be done technical-wise as a managerial skill?

Understand and supervise activities in their areas of responsibility?

What is human skill as a managerial skill?

Concerns working with people and understanding their behavior

What is conceptual skill as a managerial skill?

-The ability to view the organization as a whole

-Recognize how various parts depend on one another

What skills do executive managers need the most of?

1st. Conceptual

2nd. Human

3rd. Technical

What skills do middle managers managers need the most of?

1st. Human

2nd. Technical

3rd. Conceptual

What skills do employee managers need the most of?

1st. Technical

2nd. Human

3rd. Conceptual

What are the different managerial levels?

-Line (foodservice supervisors)

-Middle management

-Executive management (top)

What are line (foodservice supervisors) managers responsible for?

Supervising employees

What are middle managers responsible for?

-Implement policies of the organization

-Facilitate activities at the technical level

-Middle managers are in more than one level of an organization

What are executive (top) managers responsible for?

-Control the organization

-Relatively small group of people

What abilities move you up the ladder of managerial levels?

Human and conceptual ability

What level are first-line managers (supervisors) at?

The technical core

What level are middle managers at?

Organizational level

What level are top managers at?

Policy-making level

What does top management look at?

Look at the organization as a whole

What does top management derive?

Broad strategic plans

What tasks does top management have?

High-risk tasks with high return decision-making initiatives in nature

What are examples of high-risk tasks with high return decision-making initiatives in nature that top managers have?

-Company policies

-Substantial financial investments

-Strategic alliances

-Discussions with the board

-Stakeholder management

What type of roles does top management have within the organization?

High stress and high influence roles

What is middle management accountable to top-level management for?

Their department's function

What does middle management devote more time to?

Organizational and directional functions than upper management

What are examples of middle management?

-General managers

-Branch managers

-Department managers

What may a middle manager's role emphasize?

-Excecuting organizational plans with the company's policies and the objectives

-Discussing information and policies

-Inspiring and providing guidance to lower-level managers

What type of manager is the primary point of contact for most employees

Lower management roles

What should lower management be?

-Should be careful listeners

-Capable of understanding employee needs

What are major tasks of lower management roles?

-Hiring and scheduling

-Assessing employee performance

-Providing feedback

-Maximizing efficiency

-Aligning teams

What are the different roles of managers?

-Interpersonal roles

-Informational roles

-Decisional roles

What are different elements of the interpersonal role of managers?

-Figurehead

-Leadership

-Liaison

What does it mean that figurehead is under the interpersonal role of managers?

-The representational responsibility of management

-Be aware of your effect

What does it mean that leadership is under the interpersonal role of managers?

-Responsible for the work of the staff (teamwork doesn't happen by itself)

-Hiring, training and motivating employees

What does it mean that liaison is under the interpersonal role of managers?

-Dealing with people inside and outside the organization

-Peers in other departments of the organization and to suppliers and clients

What are different elements of the informational role of managers?

-Disseminator

-Spokesperson

-Monitor

What does it mean that disseminator is under the informational role of managers?

-Transmit information to subordinates

-Make decisions concerning the information needs of staff members

What does it mean that spokesperson is under the informational role of managers?

Transmit information to people inside and outside the organization or unit