Title: Chapter 8 Goal-Setting, Coaching, and Conflict-Management
1Chapter 8Goal-Setting, Coaching, and
Conflict-Management Skills
Leadership and Management in the Hospitality
Industry Second Edition (304T or 304)
2Competencies for Goal-Setting, Coaching,
and Conflict-Management Skills
- Explain the importance and nature of goal setting
in an organization. - List and briefly describe characteristics of
effective goals. - Identify guidelines managers should keep in mind
when setting performance goals with employees. - Summarize the challenges managers face and an
important tool they can use when setting goals
for themselves. - Describe the nature of and need for coaching in
today's hospitality organizations and identify
potential barriers to coaching.
(continued)
3Competencies for Goal-Setting, Coaching,
and Conflict-Management Skills
(continued)
- Explain the use and significance of feedback when
conducting coaching sessions. - Explain why conflict occurs in organizations and
describe positive and negative aspects of
organizational conflict. - Describe skills and list guidelines that can help
managers handle organizational conflict. - Summarize five conflict-management strategies,
describe the four keys to principled negotiation,
and outline strategies managers can use for
third-party interventions.
4Goal-Setting Model
Assigned goals Self-efficacy
expectations Personal goals Performance
5Effective Goals Must
Be clear and specific Be measurable Be
verifiable Have time limits Be
challenging Be relevant Be cost-effective
Have controllable rather than uncontrollable
outcomes Balance needs Be measured over
time Have objective measures
6Eight-Step Process for Setting Employee Goals
- Specify the objective or tasks to be completed
Social - Establish difficult but attainable goals
- Specify how the employees performance will be
measured - Specify the outcome to be reached
- Specify the deadline
- Set priorities if there are multiple goals
- Determine coordination efforts
- Establish a plan of action
7How to Encourage Employees to Accept Goals
Provide support for goal completion
Encourage employees to participate in each
step of the goal-setting process Pay
attention to each employees capabilities when
setting goals for or with employees Reward
those who complete their goals
8Causes of Conflict Within Organizations
Competition for resources Task
interdependence Jurisdictional ambiguity
Status struggles Communication barriers
Differences in values and beliefs
9Conflict Management Guidelines
Be selective about the conflicts you get
involved in Evaluate the participants in a
conflict Assess the source of the conflict
Know your conflict-management options and
select the best one
10Conflict-Management Strategies
Avoidance Accommodation Compromise
Collaboration Competitiveness
11Keys to Principled Negotiation
Separate the people from the problem Focus
on what people really mean Invent options for
mutual gain Use objective criteria
12Strategies for Third-Party Interventions
Mediation Process consultation
Organizational changes