tailieunhanh - Lecture Supervision in the Hospitality Industry, (7/E): Chapter 11 - Walker, Miller

Chapter 11 - Planning and organizing. This chapter presents the following content: The nature of planning, types of plans and planning, planning for change, planning your own time, organizing for success. | CHAPTER 11 Conflict Management, Resolution, and Prevention Copyright © 2012 by John Wiley & Sons, Inc. All Rights Reserved Overview What is Conflict? Conflict Management Conflict Resolution Workplace Violence Conflict Prevention CHAPTER 11 Conflict Management, Resolution, and Prevention Copyright © 2012 by John Wiley & Sons, Inc. All Rights Reserved What is Conflict? Anger is defined as a feeling of great displeasure, hostility, indignation, or exasperation, wrath, trouble or affliction. Conflict is defined as discord, a state of disharmony, open or prolonged fighting, strife or friction. CHAPTER 11 Conflict Management, Resolution, and Prevention Copyright © 2012 by John Wiley & Sons, Inc. All Rights Reserved What is Conflict? We define conflict as a disagreement resulting from individuals or groups that differ in: Opinions Attitudes Beliefs Needs Values Perceptions CHAPTER 11 Conflict Management, Resolution, and Prevention Copyright © 2012 by John Wiley & Sons, Inc. All Rights . | CHAPTER 11 Conflict Management, Resolution, and Prevention Copyright © 2012 by John Wiley & Sons, Inc. All Rights Reserved Overview What is Conflict? Conflict Management Conflict Resolution Workplace Violence Conflict Prevention CHAPTER 11 Conflict Management, Resolution, and Prevention Copyright © 2012 by John Wiley & Sons, Inc. All Rights Reserved What is Conflict? Anger is defined as a feeling of great displeasure, hostility, indignation, or exasperation, wrath, trouble or affliction. Conflict is defined as discord, a state of disharmony, open or prolonged fighting, strife or friction. CHAPTER 11 Conflict Management, Resolution, and Prevention Copyright © 2012 by John Wiley & Sons, Inc. All Rights Reserved What is Conflict? We define conflict as a disagreement resulting from individuals or groups that differ in: Opinions Attitudes Beliefs Needs Values Perceptions CHAPTER 11 Conflict Management, Resolution, and Prevention Copyright © 2012 by John Wiley & Sons, Inc. All Rights Reserved Main “Ingredients” of Conflict The main “ingredients” of conflict include: Desires Needs Perceptions Power Values Feelings CHAPTER 11 Conflict Management, Resolution, and Prevention Copyright © 2012 by John Wiley & Sons, Inc. All Rights Reserved Figure The main ingredients of conflict. CHAPTER 11 Conflict Management, Resolution, and Prevention Copyright © 2012 by John Wiley & Sons, Inc. All Rights Reserved Common Causes of Workplace Conflict Lack of communication Feelings of being undervalued Undefined/not clearly defined roles Poor use of managerial criticism Preferential treatment Poor management or leadership Impractical expectations Overworked employees Stress Internal conflict CHAPTER 11 Conflict Management, Resolution, and Prevention Copyright © 2012 by John Wiley & Sons, Inc. All Rights Reserved Conflict Triggers Different work methods Different goals Personalities Stress Different viewpoints or perspectives Communication is the resolution to the majority of conflicts! .

• Quản trị kinh doanh
• The hospitality industry
• Human resources
• Strategic planning
• Planning process
• The risk factor
• Planning for change
• Hospitality law
• Hospitality managers
• Hospitality business structures
• Significant hospitality contracts
• Legally managing property
• Prevention philosophy
• Legal responsibilities
• Legally selecting employees
• Hospitality industry
• Management in the hospitality industry
• Food service
• Service industry
• Hospitality careers
• Hospitality management