John R. Walker, DBA, CHA, FMP, is McKibbon Professor Emeritus of Hospitality Management and Fulbright Senior Specialist at the School of Hospitality and Tourism Leadership, Muma College of Business, University of South Florida. He has published eight of the most popular titles on subjects related to hospitality management and leadership.

• Preface ixChapter 1 The Supervisor as Manager 1The Supervisor’s Role 2Leading Yourself 5Functions of Management 14Theories of People Management 17Managerial Skills 21Tips for New Supervisors 25How to Lead Yourself 26Chapter 2 The Supervisor as Leader 31Characteristics and Traits of Leaders 31The Nature and Foundations of Leadership 34Choosing a Leadership Style 35Developing Your Own Leadership Style 43Ethics 46The Supervisor as Mentor 47Chapter 3 Planning, Organizing, and Goal Setting 55The Nature of Planning 56Types of Plans and Planning 60Planning for Change 68Planning Your Own Time 73Organizing for Success 77Chapter 4 Communicating Effectively 83The Importance of Good Communication 83Why Communication Is So Important 86Obstacles to Good Communication 88Listening 94Directing People at Work 100Business Writing 107Meetings 108Chapter 5 Diversity, Equity, and Inclusion 113Equal Opportunity in the Workplace 114Equal Employment Opportunity Laws 115EEO Laws and the Hiring Process 118Equal Opportunity in the Workplace: What Leaders Need to Know 120Diversity 121Why Does Cultural Diversity Matter? 124How to Increase Personal Awareness 125How to Recognize and Practice Cross-Cultural Interaction 126Leading Cultural Diversity in the Workplace 127Establishing a Diversity and Inclusion Program 129Managing Diversity Issues Positively 130Chapter 6 Recruitment, Selection, and Orientation 135The Labor Market 135Determining Labor Needs 140Recruiting 144Selecting the Right Person 152Negligent Hiring 163Orientation 164Chapter 7 Organizational Excellence 171Performance Improvement 172Performance Standards 172What a Good Performance Standard System Can Do 173Setting Up a Performance Standard System 176Implementing a Performance Standard System 184Essentials of Performance Evaluation 185Making the Evaluation 188Employee Self-Appraisal 195The Appraisal Interview 195Follow-Up 198Legal Aspects of Performance Evaluation 199Chapter 8 Motivation 205Employee Expectations and Needs 205Motivation 210What makes you work? 211Theories of Motivation 212Applying Theory to Reality: Limiting Factors 218Building a Positive Work Climate 220Focus: The Individual 222Motivational Methods 223Focus: The Job—Providing an Attractive Job Environment 228Focus: The Leader 231Chapter 9 Supervising Teams, Team Building, and Coaching 237What Is a Team? 237Working Together 238Building Teams 244Installing Organizational Excellence (OE) 249Empowering Employees 251Overcoming Team Challenges 252Coaching 253Chapter 10 Employee Training and Development 261Importance of Training 261Who Will Do the Training? 267How Employees Learn Best 268Developing a Job-Training Program 270Retraining 278Overcoming Obstacles to Learning 279Turnover and Retention 281Chapter 11 Conflict Management, Resolution, and Prevention 287What Is Conflict? 287Conflict Management 290Conflict Resolution 293Workplace Violence 296Conflict Prevention 297Chapter 12 Discipline 301Essentials of Discipline 301Approaches to Discipline 306Administering Discipline 310Termination 315Employee Assistance Programs 322Employee Safety 323Harassment 324The Supervisor’s Key Role 328Chapter 13 Decision-Making and Control 333Decision-Making 333How to Make Good Decisions 337Problem Solving 341Building Decision-Making Skills 348Controlling 349Chapter 14 Delegating 357What Delegation Means 357Essentials of Delegation 358Benefits of Delegation 360Why People Resist Delegation 362Why Some Employees Won’t Accept Responsibility 364How to Delegate Successfully 365Glossary G-1Index I-1

John R. Walker, DBA, CHA, FMP, is McKibbon Professor Emeritus of Hospitality Management and Fulbright Senior Specialist at the School of Hospitality and Tourism Leadership, Muma College of Business, University of South Florida. He has published eight of the most popular titles on subjects related to hospitality management and leadership.

• Preface ixChapter 1 The Supervisor as Manager 1The Supervisor’s Role 2Leading Yourself 5Functions of Management 14Theories of People Management 17Managerial Skills 21Tips for New Supervisors 25How to Lead Yourself 26Chapter 2 The Supervisor as Leader 31Characteristics and Traits of Leaders 31The Nature and Foundations of Leadership 34Choosing a Leadership Style 35Developing Your Own Leadership Style 43Ethics 46The Supervisor as Mentor 47Chapter 3 Planning, Organizing, and Goal Setting 55The Nature of Planning 56Types of Plans and Planning 60Planning for Change 68Planning Your Own Time 73Organizing for Success 77Chapter 4 Communicating Effectively 83The Importance of Good Communication 83Why Communication Is So Important 86Obstacles to Good Communication 88Listening 94Directing People at Work 100Business Writing 107Meetings 108Chapter 5 Diversity, Equity, and Inclusion 113Equal Opportunity in the Workplace 114Equal Employment Opportunity Laws 115EEO Laws and the Hiring Process 118Equal Opportunity in the Workplace: What Leaders Need to Know 120Diversity 121Why Does Cultural Diversity Matter? 124How to Increase Personal Awareness 125How to Recognize and Practice Cross-Cultural Interaction 126Leading Cultural Diversity in the Workplace 127Establishing a Diversity and Inclusion Program 129Managing Diversity Issues Positively 130Chapter 6 Recruitment, Selection, and Orientation 135The Labor Market 135Determining Labor Needs 140Recruiting 144Selecting the Right Person 152Negligent Hiring 163Orientation 164Chapter 7 Organizational Excellence 171Performance Improvement 172Performance Standards 172What a Good Performance Standard System Can Do 173Setting Up a Performance Standard System 176Implementing a Performance Standard System 184Essentials of Performance Evaluation 185Making the Evaluation 188Employee Self-Appraisal 195The Appraisal Interview 195Follow-Up 198Legal Aspects of Performance Evaluation 199Chapter 8 Motivation 205Employee Expectations and Needs 205Motivation 210What makes you work? 211Theories of Motivation 212Applying Theory to Reality: Limiting Factors 218Building a Positive Work Climate 220Focus: The Individual 222Motivational Methods 223Focus: The Job—Providing an Attractive Job Environment 228Focus: The Leader 231Chapter 9 Supervising Teams, Team Building, and Coaching 237What Is a Team? 237Working Together 238Building Teams 244Installing Organizational Excellence (OE) 249Empowering Employees 251Overcoming Team Challenges 252Coaching 253Chapter 10 Employee Training and Development 261Importance of Training 261Who Will Do the Training? 267How Employees Learn Best 268Developing a Job-Training Program 270Retraining 278Overcoming Obstacles to Learning 279Turnover and Retention 281Chapter 11 Conflict Management, Resolution, and Prevention 287What Is Conflict? 287Conflict Management 290Conflict Resolution 293Workplace Violence 296Conflict Prevention 297Chapter 12 Discipline 301Essentials of Discipline 301Approaches to Discipline 306Administering Discipline 310Termination 315Employee Assistance Programs 322Employee Safety 323Harassment 324The Supervisor’s Key Role 328Chapter 13 Decision-Making and Control 333Decision-Making 333How to Make Good Decisions 337Problem Solving 341Building Decision-Making Skills 348Controlling 349Chapter 14 Delegating 357What Delegation Means 357Essentials of Delegation 358Benefits of Delegation 360Why People Resist Delegation 362Why Some Employees Won’t Accept Responsibility 364How to Delegate Successfully 365Glossary G-1Index I-1

John R. Walker, DBA, CHA, FMP, is McKibbon Professor Emeritus of Hospitality Management and Fulbright Senior Specialist at the School of Hospitality and Tourism Leadership, Muma College of Business, University of South Florida. He has published eight of the most popular titles on subjects related to hospitality management and leadership.

• Preface ixChapter 1 The Supervisor as Manager 1The Supervisor’s Role 2Leading Yourself 5Functions of Management 14Theories of People Management 17Managerial Skills 21Tips for New Supervisors 25How to Lead Yourself 26Chapter 2 The Supervisor as Leader 31Characteristics and Traits of Leaders 31The Nature and Foundations of Leadership 34Choosing a Leadership Style 35Developing Your Own Leadership Style 43Ethics 46The Supervisor as Mentor 47Chapter 3 Planning, Organizing, and Goal Setting 55The Nature of Planning 56Types of Plans and Planning 60Planning for Change 68Planning Your Own Time 73Organizing for Success 77Chapter 4 Communicating Effectively 83The Importance of Good Communication 83Why Communication Is So Important 86Obstacles to Good Communication 88Listening 94Directing People at Work 100Business Writing 107Meetings 108Chapter 5 Diversity, Equity, and Inclusion 113Equal Opportunity in the Workplace 114Equal Employment Opportunity Laws 115EEO Laws and the Hiring Process 118Equal Opportunity in the Workplace: What Leaders Need to Know 120Diversity 121Why Does Cultural Diversity Matter? 124How to Increase Personal Awareness 125How to Recognize and Practice Cross-Cultural Interaction 126Leading Cultural Diversity in the Workplace 127Establishing a Diversity and Inclusion Program 129Managing Diversity Issues Positively 130Chapter 6 Recruitment, Selection, and Orientation 135The Labor Market 135Determining Labor Needs 140Recruiting 144Selecting the Right Person 152Negligent Hiring 163Orientation 164Chapter 7 Organizational Excellence 171Performance Improvement 172Performance Standards 172What a Good Performance Standard System Can Do 173Setting Up a Performance Standard System 176Implementing a Performance Standard System 184Essentials of Performance Evaluation 185Making the Evaluation 188Employee Self-Appraisal 195The Appraisal Interview 195Follow-Up 198Legal Aspects of Performance Evaluation 199Chapter 8 Motivation 205Employee Expectations and Needs 205Motivation 210What makes you work? 211Theories of Motivation 212Applying Theory to Reality: Limiting Factors 218Building a Positive Work Climate 220Focus: The Individual 222Motivational Methods 223Focus: The Job—Providing an Attractive Job Environment 228Focus: The Leader 231Chapter 9 Supervising Teams, Team Building, and Coaching 237What Is a Team? 237Working Together 238Building Teams 244Installing Organizational Excellence (OE) 249Empowering Employees 251Overcoming Team Challenges 252Coaching 253Chapter 10 Employee Training and Development 261Importance of Training 261Who Will Do the Training? 267How Employees Learn Best 268Developing a Job-Training Program 270Retraining 278Overcoming Obstacles to Learning 279Turnover and Retention 281Chapter 11 Conflict Management, Resolution, and Prevention 287What Is Conflict? 287Conflict Management 290Conflict Resolution 293Workplace Violence 296Conflict Prevention 297Chapter 12 Discipline 301Essentials of Discipline 301Approaches to Discipline 306Administering Discipline 310Termination 315Employee Assistance Programs 322Employee Safety 323Harassment 324The Supervisor’s Key Role 328Chapter 13 Decision-Making and Control 333Decision-Making 333How to Make Good Decisions 337Problem Solving 341Building Decision-Making Skills 348Controlling 349Chapter 14 Delegating 357What Delegation Means 357Essentials of Delegation 358Benefits of Delegation 360Why People Resist Delegation 362Why Some Employees Won’t Accept Responsibility 364How to Delegate Successfully 365Glossary G-1Index I-1