Human Resource Management in Recreation, Sport, and Tourism

Flashcard deck covering Human Resource Management principles, planning, job analysis, job design, organizational structure, and job descriptions based on lecture material from the University of Alberta.

What is the primary focus of Human Resource Management (HRM) compared to general management?

General management coordinates money, facilities, equipment, information, time, and people, whereas HRM specifically focuses on the workforce and the employment or volunteer relationship.

In the Riverbend community centre case, what operational problems occurred after evening registration reached capacity?

Service quality fell, two instructors left during the first month, volunteers received late schedules with varying training, a strong coach received no feedback, and staff heard conflicting policies.

According to Frederick Taylor's Scientific Management, how should workers perform their jobs?

Workers should perform jobs in the 'one best way' (the most efficient way) rather than doing the same job in different ways.

What term in Scientific Management describes workers intentionally performing repetitive tasks at a slow rate of work?

Soldiering.

How did Frederick Taylor propose managers motivate workers to perform jobs in the 'best way'?

By enticing them with economic rewards.

What key theoretical insight emerged from Elton Mayo's Hawthorne studies regarding employee output?

Social factors in the workplace were important, and job satisfaction and output depended more on cooperation and a feeling of worth than on physical working conditions.

How does HRM function as a support function in recreation, sport, and tourism programs?

It operates behind the scenes to supply, prepare, coordinate, support, and retain the people who deliver instruction, events, experiences, and front-line service quality.

Why are people viewed as a critical asset in human resource management?

They create participant experiences through daily judgement and interaction, carry technical knowledge, relationships, trust, and organizational memory, and increase in value over time through development.

What are the negative consequences of understaffing an operation?

Overload, delay, burnout, and inconsistent service.

What are the negative consequences of overstaffing an operation?

Unnecessary cost, idle time, and unclear responsibility.

What is the distinction between staffing capacity and workforce capability?

Capacity refers to how much work the workforce can handle, whereas capability refers to whether the workforce possesses the knowledge, skill, judgement, motivation, and relationships to perform the work well.

What external forces influence human resource management decisions in sport and recreation?

Economic conditions, technology, community and demographic changes, competition for workers and volunteers, and public expectations for quality, access, belonging, and flexibility.

Who are the key internal and external stakeholders of HR decisions in sport and recreation?

Employees, supervisors, senior managers, seasonal/contract/volunteer workers, participants, families, community partners, boards, funders, and sponsors.

What elements are necessary for workplace communication to function as a system?

A reliable source who owns the message, defined timing, channels fitted to the workforce and urgency, and confirmation with questions to create a feedback loop.

What is a psychological contract in an employment or volunteer relationship?

Unwritten expectations formed from promises, past practice, and daily treatment, such as expectations of respect, reliable information, feedback, development, fair recognition, effort, and care.

How do organizational values influence daily practice in human resource management?

They guide choices when formal rules provide no complete answer, turning abstract principles like respect, inclusion, safety, and accountability into repeatable, observable behaviour.

What are the major components that connect the people system in an organization?

1) Workforce planning & occupational modeling, 2) Recruitment, selection & onboarding, 3) Development & performance management, 4) Total rewards & recognition, 5) Strategic alignment & employee relations.

What is the initial step when conducting workforce planning?

Starting with program goals, service standards, and expected demand to forecast staffing numbers, timing, and required capability.

What is the core purpose of occupational modeling?

To translate program goals into positions, roles, and reporting relationships while matching responsibility with authority and clarifying accountability.

What is the proper sequential order among job analysis, job design, and job description?

Job analysis (collect evidence), followed by job design (make design decisions), followed by job description (prepare written document).

What is the functional difference between recruitment and selection?

Recruitment attracts a qualified and realistic pool of applicants, whereas selection uses consistent, job-related evidence to assess candidate fit.

What are the essential elements of an effective onboarding process?

Clarifying roles, performance standards, schedules, policies, introducing support systems and colleagues, and providing practice and feedback prior to independent work.

Where should an organization begin when planning workforce development?

With the gap between required capability and current capability.

What are the core steps in an ongoing performance management process?

Defining expected results and behaviour, observing and documenting evidence during work, providing timely feedback and support, and evaluating contribution against agreed expectations.

What elements constitute a Total Rewards package?

Direct pay and benefits, scheduling quality/flexibility, recognition, development, meaningful work, positive relationships, voice, belonging, and healthy working conditions.

Why is proactive employee relations and retention critical in HR management?

It protects service continuity, organizational knowledge, relationships, and recruitment capacity by resolving conflicts and workload issues before employees or volunteers leave.

In the sample job description provided in Chapter 1, to whom does the Human Resources Assistant report?

The Human Resources (HR) director.

Name two specific responsibilities listed for the sample HR Assistant position.

Employee orientation and training logistics and recordkeeping, company-wide committee facilitation and participation, employee safety/wellness reporting, or direct support during HR policy implementation.

What required qualifications are specified for the sample HR Assistant role?

Proficiency with Microsoft Word and Excel, general knowledge of employment law and practices, ability to maintain high confidentiality, and effective oral and written management communication skills.

What operational risk exists when an organization relies on an outdated job description?

It can reproduce work patterns and responsibilities that no longer fit the current strategy or needs of the program.

How does employee turnover impact workforce capability?

It removes established capability, organizational memory, and relationships that a replacement headcount may not restore immediately.

What is the primary goal of achieving staffing balance in workforce planning?

Having the right number of people, at the right time and cost, for expected demand.

In the Riverbend case diagnosis, what should a manager do within one week to address immediate issues?

Diagnose root causes using case facts, establish immediate feedback loops, clarify volunteer schedules, and align supervisory expectations.

What is a strategic operational plan in sport and recreation management?

A blueprint or game plan that outlines actions, required resources, and potential obstacles to achieve long-term goals and establish overall organizational direction.

Define a vision statement and list its key characteristics.

A concise declaration of what an organization aspires to achieve in the future. It is future-oriented, inspirational, concise, values-driven, ambitious but realistic, and provides strategic direction.

Define a mission statement and state its core focus.

A statement capturing an organization's present business and scope, focusing on 'who we are, what we do, and why we are here.'

What are the three primary components of Nike's mission statement?

Inspiration, innovation, and every athlete in the world.

What is Nike's corporate social responsibility (CSR) vision statement?

'To help NIKE and our consumers thrive in a sustainable economy where people, profit and planet are in balance.'

What four factors are evaluated in a SWOT analysis?

Strengths (internal advantages), Weaknesses (internal limitations), Opportunities (external favorable conditions), and Threats (external risks).

How does strategic operational planning create a competitive advantage for a program?

By uniting all levels of the operation, from executive leadership down to functional employees, around common goals.

Name four operational risks prevented by strong human resource planning.

Over- or under-staffing, interdepartmental conflicts, skill lags, decreased productivity, declining morale, poorly qualified personnel, increased turnover, and wasted resources.

What nine human resource principles are identified by Ivancevich and Konopaste (2013)?

Help reach goals, employ skills efficiently, provide well-trained/motivated staff, maximize satisfaction/self-actualization, maintain quality of work life, communicate HR policies, maintain ethical/social behavior, manage change, and manage increased urgency/faster cycle times.

What four criteria should be met when incorporating legal and regulatory directives into an HR plan?

They must be (1) meticulously developed to avoid irregularities, (2) accessible to all personnel, (3) linked to published HR and legal resources, and (4) thorough in defining protocols and reporting duties.

What two new sports programs are specified in XYZ Athletics' 5-year long-term program goal?

Women's Competitive Cheer, and Men's and Women's Indoor Track & Field.

List three short-term HR actions generated by XYZ Athletics to fulfill its 5-year goal.

Assign project managers, research/build hierarchical charts, write job descriptions, reconfigure organizational hierarchy, recommend salary/benefit packages, and plan supplementary position expenses.

In an internal HR assessment, how should an identified internal strength be managed?

It should be cultivated and exploited to achieve HR goals and organizational objectives.

What two course-of-action options exist when dealing with an internal weakness in an HR assessment?

(1) Commit program resources to convert the weakness into a strength, or (2) minimize/eliminate its impact and control or contain the element.

In the Parkside Community Recreation case exercise, what instructor retention rate reflected an internal strength?

A 90% instructor return rate each season supported by active check-ins and recognition.

In the Parkside Community Recreation exercise, what tardiness statistic represented an internal weakness?

Approximately one in five shifts beginning late.

What three scenarios describe operational component projections over a 3-5 year HR plan?

(1) Requires a total strategic overhaul, (2) targeted for future modification while core foundation remains, or (3) remains unchanged.

Define hierarchical structure in an organization.

The formal and informal arrangement of tasks, responsibilities, lines of authority, and reporting relationships by which the firm is administered.

In a typical business organizational structure chart, which officer reports directly to the Board of Directors?

Chief Executive Officer (CEO).

In a typical corporate chart, what three business activity areas report directly to the Chief Executive Officer?

Marketing, Operations, and Administration.

In the Athletic Department organizational chart, which Associate AD positions report directly to the Athletic Director (AD)?

Associate AD external affairs, Associate AD media relations, Senior associate AD administration/finance, and Associate AD sports programs and student services.

Under which Associate AD line does Strength and Conditioning fall in an Athletic Department structure?

Associate AD sports programs and student services.

Define validity, reliability, and equitability in employee selection processes.

Validity: extent to which a test measures intended job performance. Reliability: internal consistency without bias across candidates. Equitability: fair, impartial, and objective treatment.

List three major objectives of an employee orientation program.

Reducing new employee stress, lowering start-up integration costs, reducing turnover from misunderstanding rules/culture, reducing integration time, and helping employees adjust quickly to teams.

What four principal categories comprise a Total Reward System?

Compensation (salary/hourly/overtime), supplemental benefits (medical/dental/retirement), pay-for-performance (incentives/bonuses), and auxiliary allowances (parking/merchandise/meals/events).

What key administrative steps are required when establishing a new disciplinary system?

Benchmark processes, create step-by-step procedures, establish a baseline list of infractions and associated actions, draft documentation forms, secure legal verification, and train relevant managers.

What four primary actions are necessary for managing workplace safety from an HR perspective?

Establish clear commitment to safety, identify unsafe actions and conditions, provide resources for safety training, and assign dedicated safety responsibility with necessary time and funding.

Give three examples of ongoing employee health and wellness program offerings.

Philanthropic experiences, health fairs, company sports teams, employee assistance programs (EAPs), dieticians, personal trainers, and work/life training functions.

What three scenarios characterize the ongoing monitoring of an HR plan element?

Scenario 1: Meeting expectations as anticipated; Scenario 2: Surpassing expectations efficiently; Scenario 3: Deficient or inadequate in fulfilling expectations.

What is the primary conceptual difference between an internal strength and an internal weakness in SWOT analyses?

Strengths represent internal capabilities or resources that provide operational advantages, whereas weaknesses represent internal gaps or limitations that impede goal achievement.

Why is it critical to include job descriptions for future projected positions in an HR plan?

Because planning focuses on future targets, defining upcoming role changes in the present ensures proper recruitment, budgeting, and workflow alignment.

What constitutes an auxiliary allowance within an HR reward system?

Non-monetary or fringe perks such as health programs, parking passes, apparel/merchandise contracts, event tickets, external training funding, meals, and ceremonial occasions.

How does reward philosophy differ from external market comparisons in compensation planning?

Reward philosophy establishes internal principles regarding payment levels, performance links, and equity, whereas market comparisons evaluate competing organizations to maintain external competitiveness.

What is the core logic connecting job analysis, job design, job description, and organizational structure?

Analysis discovers the work, Design organizes the work, Descriptions document the work, and Structure connects the work.

Define occupational modeling as described in Chapter 4.

The process of conceptualizing and crafting positions to maximize human resource productivity while providing meaningful, valued work for employees.

What defines a 'win-win' job design?

A position design that advances organizational goals while offering the employee work that is understandable and worthwhile.

What are the four phases of occupational modeling and their typical durations?

Phase I: Administrative Preparation (2 wks to 1.5 mos); Phase II: Data Collection (2 wks to 2 mos); Phase III: Data Analysis (2 wks to 2 mos); Phase IV: Post-Administrative Work (1 to 2 wks, then ongoing).

What tasks occur during Phase I (Administrative Preparation) of occupational modeling?

Identifying current and future positions, notifying the organization, selecting participants/methods, building project schedules, and finalizing collection instruments.

What tasks occur during Phase III (Data Analysis) of occupational modeling?

Analyzing position evidence, resolving source inconsistencies, designing job duties/methods/authority, drafting job descriptions, and constructing organizational charts.

What four operational triggers prompt the need for job analysis?

Periodic review (annual), strategic initiatives, creation of a new position, and position elimination.

What process must be followed when a position is eliminated?

Separate duties that can disappear from necessary duties, and intentionally redistribute remaining necessary work rather than leaving it informal.

List the five steps of the Job Analysis process in order.

1. Identify jobs, 2. Collect work information, 3. Distinguish essential from marginal functions, 4. Qualify requirements, 5. Document job description/specifications.

Distinguish essential functions from marginal functions in job analysis.

Essential functions are fundamental duties defining why a job exists (removal materially changes the job); marginal functions are secondary duties that can be reassigned without altering core purpose.

What six categories of universal data are collected during job analysis?

Knowledge, Skills & Abilities, Physical Activity, Work Environment, Typical Incidents, and Interests.

What four primary data-collection methods are used in job analysis?

Interviews, Questionnaires, Observation, and Benchmarking.

What is the primary limitation of using interviews for job analysis data collection?

High time requirements, scheduling difficulties, and potential interviewer or respondent bias.

When are questionnaires the optimal choice for job analysis data collection?

When collecting consistent, standardized information from a large number of employees performing comparable roles at relatively low cost.

For what type of work is job observation best suited?

Visible, manual, standardized, and short-cycle work.

What is O*NET and how is it utilized in benchmarking?

An online occupational database providing standard data on job tasks, tools, KSAOs, education, wages, and outlooks; used as an external benchmark for new or unfamiliar roles.

Compare open-ended questions and fixed-response questions in job analysis interviews.

Open-ended questions invite detailed explanation and discovery but make comparison difficult; fixed-response questions produce consistent, easily comparable data but may miss unique context.

Compare overt observation and covert observation in job analysis.

Overt observation is transparent and ethical but may cause workers to temporarily alter performance; covert observation yields natural behavior but raises ethical, legal, and privacy concerns.

What four evidence sources are combined in data triangulation to build a validated job model?

Employee account, Supervisor expectation, Observed behavior, and External benchmark.

What key design factors are evaluated when structuring a job?

Workflow, Output, Autonomy, Work time, Task mix, Social contact, Adaptability, and Quality.

Define job scope.

The number, variety, and frequency of activities performed in a specific position.

What operational risks arise when job scope is too broad?

Important work is missed because responsibilities exceed available time/capability, stress and burnout increase, and accountability becomes unclear.

Differentiate job enrichment from job enlargement.

Job enrichment increases depth, decision authority, autonomy, and motivational meaning; job enlargement horizontally expands task quantity/variety without adding depth or authority.

What is job rotation and what operational benefit does it provide?

Systematically moving employees among different roles; it increases task variety and creates a multiskilled workforce capable of providing operational coverage.

What is job simplification?

Eliminating unnecessary tasks, combining similar duties, and resequencing work to improve efficiency and reduce travel, delay, or rework.

Define condensed workweek as an alternative work arrangement.

An arrangement where employees complete their full weekly required work hours in fewer, longer working days.

Define job sharing as an alternative work arrangement.

An arrangement where two or more employees divide the responsibilities and work schedule of a single full-time position.

What are the five required components of a detailed Job Description in Table 4.2?

1. Position Title, 2. Position Synopsis, 3. Essential Responsibilities, 4. Job Qualifications, 5. Rewards and Benefits.

In the sample Recreation Program Coordinator job description, who is the direct supervisor and what is the salary range?

Reports to the Recreation Manager; salary range is CAD $55,000–$62,000 annually.

In the sample Recreation Program Coordinator job description, what financial authorization limit is assigned to the coordinator?

May adjust staff assignments and approve purchases up to CAD $500 within budget (manager approves cancellations and larger purchases).

In Figure 4.1 (Sport Program Hierarchy), what central administration roles report directly to the Club Director / Owner?

Associate Director / Business Manager, Assistant Directors (2), and Admin Assistant + Interns (2).

In Figure 4.1 (Sport Program Hierarchy), what four program units report under respective head coaches?

18 Elites, 16 Elites, 14 Travel, and Youth Program.

Why is legal review strongly recommended before finalizing job descriptions?

Because job descriptions establish performance standards, support discipline or termination, and function as an informal employment agreement, creating legal liability.

How does a clear organizational chart support program operations?

It makes authority, command lines, and reporting connections visible, aligning individual positions with overall strategy, communication, and accountability.