Chapter 4: Leaders Facilitate Employee Performance

Practice flashcards covering employee motivation, development programs, workplace environment, coaching, conflict management, and performance appraisals based on the Hospitality and Restaurant Management 3rd Edition.

How is motivation defined in the context of restaurant management?

The process of giving employees a reason to do something, which stems from personal interests and internal factors rather than being forced by managers.

According to Maslow’s hierarchy of needs, what is the lowest or most basic level of need?

Physiological needs.

In Herzberg’s two-factor theory, what is the difference between motivation factors and maintenance factors?

Motivation factors encourage employees to work harder and make a difference, while maintenance factors prevent unhappiness and a poor job performance if they are properly addressed.

What are the three groups into which employee expectations of managers fall?

Professionalism, Personal Treatment, and Work and Task Support.

What is the key difference between a formal and an informal employee development plan?

A formal development program has written goals signed by both the manager and employee, while an informal program relies on an oral statement and agreement.

What should be the primary focus when establishing goals for an employee development program?

The operation’s needs should be the focus first, followed by the employee’s goals.

What Latin phrase does "quid pro quo" stand for, and what does it mean in the context of sexual harassment?

It means "this for that," occurring when a person expects an action of a sexual nature in return for employment or advancement.

How is a 'hostile environment' defined in workplace harassment terms?

An environment that is sexually demeaning or intimidating, where a person is treated poorly or feels uncomfortable due to offensive behavior.

What are some major laws that prohibit employment discrimination and harassment mentioned in the text?

Title VII of the Civil Rights Act of 1964, the Age Discrimination in Employment Act (ADEA) of 1967, and the Americans with Disabilities Act (ADA) of 1990.

What is the guiding principle for praise and correction according to coaching practices?

Conduct discussions of negative behavior in private and praise in public.

What are the three steps in the basic coaching process?

1. Reinforce positive performance, 2. Correct negative performance, and 3. Progressive discipline.

What is the difference between mediation and arbitration in conflict resolution?

In mediation, a neutral third party facilitates discussion and makes suggestions; in arbitration, a neutral third party reviews facts and makes a final decision to settle the conflict.

What are the three steps involved in a cyclical performance appraisal process?

A review of past performance, an evaluation of that performance, and goal setting for future performance.

What are the three common sections included in a performance appraisal self-evaluation form?

The employee’s strengths, opportunities/accomplishments, and future development goals.

In identifying performance gaps during an appraisal, what are the three common reasons a gap exists?

The employee did not know (a training problem), forgot, or does not care (a discipline issue).

How can digital solutions like gamification enhance employee motivation?

By allowing employees to earn points or badges for meeting goals, receiving positive customer feedback, or demonstrating teamwork.