Imagine that you are a manager in a local restaurant. There are many restaurants in town, making it a competitive business. You recognise that providing high quality, friendly service and having actively engaged employees is going to make the difference between your restaurant’s success and failure.
A.Your management team decides to first addressorganisational citizenship(refer to definition on Page 27 of prescribed text)andemployee engagement(refer to definition on Page 105 of prescribed text)as drivers of high-quality customer service.Think about some ideas of what your restaurant can do to enhance the engagement and citizenship behaviours of your employees. And thenidentify your top three suggestionsfor the restaurant. Post them to share your ideas with the class.
B. Your management team next decides that it will be important tominimise dysfunctional employee behavioursif the restaurant is to succeed. Think about some ideas of what your restaurant can do to minimise the occurrence of these destructive behaviours. Andidentify your top three suggestionsfor the restaurant. Post them to share your ideas with the class.