WileyPLUS course:
Supervision in the Hospitality Industry, 8th Edition LS
John R. Walker, Jack E. Miller
US $80.00 - Interactive textbook included!
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Chapter 1: The Supervisor as Manager

The Supervisor's Role

Obligations and Responsibilities of a Supervisor

Functions of Management

Theories of People Management

Managerial Skills

Tips for New Supervisors

Chapter 2: The Supervisor as Leader

Characteristics of Leaders

The Nature of Leadership

Choosing a Leadership Style

Developing Your Own Style


The Supervisor as Mentor

Chapter 3: Planning, Organizing, and Goal Setting

The Nature of Planning

Types of Plans and Planning

Planning for Change

Planning Your Own Time

Organizing for Success

Chapter 4: Communicating Effectively

The Importance of Good Communication

Why Communication is So Important

Obstacles to Good Communication


Directing People at Work

Business Writing


Chapter 5: Equal Opportunity Laws and Diversity

Equal Opportunity in the Workplace

Equal Employment Opportunity Laws

EEO Laws and the Hiring Process

Equal Opportunity in the Workplace: What Leaders Need to Know

Why Does Cultural Diversity Matter?

How to Increase Personal Awareness

How to Recognize and Practice Cross-Cultural Interaction

Establishing a Diversity and Inclusion Program

Managing Diversity Issues Positively

Chapter 6: Recruitment, Selection, and Orientation

The Labor Market

Determining Labor Needs


Selecting the Right Person

Negligent Hiring


Chapter 7: Performance Effectiveness

Performance Improvement

Performance Standards

What a Good Performance Standard System Can Do

Setting Up a Performance Standard System

Implementing a Performance Standard System

Essentials of Performance Evaluation

Making the Evaluation

The Appraisal Interview


Legal Aspects of Performance Evaluation

Chapter 8: Motivation

Employee Expectations and Needs


Theories of Motivation

Applying Theory to Reality: Limiting Factors

Building a Positive Work Climate

Focus: The Individual

Motivational Methods

Focus: The Job--Providing an Attractive Job Environment

Focus: The Leader

Chapter 9: Supervising Teams, Teambuilding, and Coaching

What is a Team?

Working Together

Building Teams

Installing Total Quality Management

Empowering Employees

Overcoming Team Challenges


Chapter 10: Employee Training and Development

Importance of Training

Who Will Do the Training?

How Employees Learn Best

Developing a Job-Training Program


Overcoming Obstacles to Learning

Turnover and Retention

Chapter 11: Conflict Management, Resolution, and Prevention

What is Conflict?

Conflict Management

Conflict Resolution

Workplace Violence

Conflict Prevention

Chapter 12: Discipline

Essentials of Discipline

Approaches to Discipline

Administering Discipline


Employee Assistance Programs

Employee Safety


The Supervisor's Key Role

Chapter 13: Decision Making and Control

Decision Making

How to Make Good Decisions

Problem Solving

Building Decision-Making Skills


Chapter 14: Delegating

What Delegation Means

Essentials of Delegation

Benefits of Delegation

Why People Resist Delegation

How to Delegate Successfully