Chapter 2 Case assignment

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Toronto Metropolitan University *

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405

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Management

Date

Apr 3, 2024

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pdf

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Uploaded by veronica_fiorentino

Case Incident: Playing Hooky 1. Based on what you know about learning theory, explain why the workers engaged in inappropriate behaviours during work hours and why they were not doing what they were supposed to be doing. Do you think it has anything to do with personality? I think the workers engaged in inappropriate behaviours during work hours because they did not find their jobs interesting, exciting, challenging or any bit meaningful. If someone does not enjoy their job or find any purpose in their job then they will do things to avoid it like going to Tim Hortons or drinking in bars. Given the fact that they were never punished for their actions their behaviour never changed. Each employee that engaged in inappropriate behaviours during work hours thought they could get away with it because they had been for so long already therefore, nothing changed. I think personality could be a factor in their behaviour given that some people are more lazy or likely to slack off at work. 2. Use operant learning theory and social cognitive theory to explain what can be done to eliminate undesirable behaviours and increase desirable behaviours. What approach do you recommend and why? To eliminate undesirable behaviours and increase desirable behaviours the employees must know that what they are doing is not acceptable. By using Operant Learning Theory workers could be rewarded for demonstrating good behaviour and punished for misbehaving. Through the use of Social Cognitive Theory the misbehaviour could naturally be eliminated if the employees were aware of the consequences that would result from their actions. I would recommend the Operant Learning Theory approach because the employee will be able to clearly know when they are doing good or bad based on the results from their actions. 3. What do you think of the way the school board responded to the Toronto Star investigation? Do you think it will eliminate the problems? Explain your answer. I think the school board responded in an appropriate and effective manner. Firing the employees that used company time inappropriately served as an example to existing employees that might have thought about skipping work. I think the GPS tracker was also a very good idea because now workers know that they will be monitored and won’t be able to do non-work related things. This definitely helps reduce, if not eliminate the “playing hooky” problem for some

employees. Certain people might continue to use company time inappropriately but they would have to find a way to work around the GPS obstacle. 4. Do you think that organizational learning practices can be used to change employee behaviours? Consider the potential of organizational behaviour modification, employee recognition programs, and training and development. What practices would you recommend and why? I think that organizational learning practices can be used to change employee behaviours.I would recommend using the employee recognition programs and a variety of training and development programs. I would recommend employee recognition programs because I know that myself amongst many would love to be rewarded for diligently doing our jobs. I would also recommend training and development programs because people can do better at their jobs by learning new skills and learning through example. Case Study: Roaring Dragon Hotel: A Second Attempt at Modernization 1. What are the main problems at the Roaring Dragon Hotel? Use operant learning theory and social cognitive theory to explain why the hotel is having these problems. What role might personality play in the hotel’s problems? The main problems at the Roaring Dragon Hotel were inadequate quality of training, managers were untrained and employees were hired based on family connections and not skill. The hotel was having these problems because there was no reinforcement given. Management positions were being filled by individuals that could not adapt to the more “modern” ways of operating and because of this the hotel was negatively affected. Personality might play a role in the hotels problems because some of upper management was to old-school and stubborn to adapt to the new methods advised by Premium Hotel Services . 2. Do you think it was a good idea to train all of the hotel’s employees? How effective was the training? Did the training result in a five-star standard of hotel service? Explain your answer. I think that it was a good idea to train all of the employees. If the employees were not trained then they would not know how to do their jobs properly and there would not be a set standard. Each employee would perform the job differently and it would result in lots of inconsistencies. The training was clearly not effective as the employees could not maintain the 5-star standard of

hotel service they were expected. The hotel got lots of formal complaints due to some employees overlooking and failing to double check their paperwork. 3. What behaviours need to be maintained or increased, and what behaviours should be reduced or eliminated? Be specific about the behaviours that need to be improved and those that need to be eliminated. Behaviours that need to be maintained or increased is double checking your work to ensure accuracy and minimize the chance for mistakes. Behaviours that should be eliminated is laziness and the mentality that because you are family you do not have to do your job properly. I think that some of the employees failed at their job of taking care of their valued clients. They failed to do their jobs accurately and it resulted in formal complaints which eventually led to the hotels damaged reputation. 4. Use the concepts and principles from operant learning theory and social cognitive theory to explain how the hotel can address its problems. What are some of the most important things it should do? The hotel can address its problems by implementing rewards programs for the employees. By having a rewards program employees might be more inclined to perform better and stay at their current job and this would result in less of a turnover. Employees also need to be made aware that their sub par performances have consequences especially when trying to maintain a 5-star standard. 5. What organizational learning practices might be effective for changing employee behaviours and improving the quality of the hotel’s service? Consider the potential of organizational behaviour modification, employee recognition programs, and additional training and development. Explain how you would implement each of these practices, and predict their potential effectiveness. Rewards and training programs might be effective for changing employee behaviours and improving the quality of the hotel’s service. It is important to keep employees happy and satisfied with their jobs. If employees are happy at their place of work then they are more likely to perform better which is good for the company and this results in smaller turnover. I would implement employee recognition programs by having an employee of the month every month. Every month employees in their departments would vote for who they felt did an exceptional job at work that month and this person would receive a small monetary price. I would implement additional training and development by having

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a “refresher training assembly” every year and a monthly reminder meeting that stats the companies standards to ensure that every employee is maintaining them. I feel these practices would be effective because employees would all want to work slightly harder to win the price and the monthly meeting would be set in place to reiterate the importance of maintaining our practices. 6. What advice would you give the Roaring Dragon Hotel on how to address the problems they are having? What do they need to do to achieve a five-star standard of quality? Explain your answer. I would advise them to make their guest their number one priority. People who choose to stay at 5-star hotels are paying to be cared for and looked after so they deserve to get that treatment. To achieve a 5-star standard of quality, training needs to be taken seriously to improve the quality of service and to ensure that all employees are all withholding the same standards. They also need to fire people who are not fulfilling their roles properly even if they are family members.

Chapter 2 Case assignment

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