Chapter 8 Goal-Setting, Coaching, and Conflict-Management

1
Chapter 8Goal-Setting, Coaching, and
Conflict-Management Skills
Leadership and Management in the Hospitality
Industry Second Edition (304T or 304)
2
Competencies 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)
3
Competencies 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.

4
Goal-Setting Model
Assigned goals   Self-efficacy
expectations   Personal goals   Performance
5
Effective 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
6
Eight-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

7
How 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
8
Causes of Conflict Within Organizations
Competition for resources   Task
interdependence   Jurisdictional ambiguity
  Status struggles   Communication barriers
  Differences in values and beliefs
9
Conflict 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
10
Conflict-Management Strategies
Avoidance   Accommodation   Compromise
  Collaboration   Competitiveness
11
Keys to Principled Negotiation
Separate the people from the problem   Focus
on what people really mean   Invent options for
mutual gain   Use objective criteria
12
Strategies for Third-Party Interventions
Mediation   Process consultation
  Organizational changes