Hr assignment

WORKING WITH AND

LEADING PEOPLE

Contents1. Introduction..............................................................................................................................3

1. a Characteristics required for the post of general public relation officer and methods of recruitment...................................................................................................................................3

1. b Selection methods.............................................................................................................5

1. C Selection process..............................................................................................................6

1. D Legal, regulatory and ethical requirements relation to the selection process....................6

2. Building winning teams........................................................................................................8

2. a Mix of knowledge, skills and experience required for a team..............................................8

2. b Dynamics within teams and foster team spirit......................................................................9

2. c Team charter to clarify the expectations of relationships within the team.........................10

2. d Difference roles required to build a winning team.............................................................11

2.e How team members can be empowered to work effectively using initiative and creative skills...........................................................................................................................................12

3. Leadership..............................................................................................................................13

3. a Leadership theories and styles............................................................................................13

3. b Leader Vs manager.............................................................................................................14

3. c ways of improve morale and performance of the employee...............................................14

3. d Approaches to effective change management....................................................................15

3. e How employee empowerment concepts can be employed to achieve the objectives of the hotel group.................................................................................................................................16

4. Work and development needs of individuals.........................................................................17

4.a work activity plan................................................................................................................17

4.b Effective work delegation techniques..................................................................................17

4.c Reviewing approaches.........................................................................................................18

4. d Performance assessment methods.......................................................................................18

4.e Factors affect the quality of staff performance..................................................................19

4. f Development plan for an underperforming staff member...................................................20

5. References..............................................................................................................................21

WORKING WITH AND LEADING PEOPLE Page 2

TO : Board of Directors

From : Manager-Corporate management leadership coordination

program team

Subject : Appointment of a general public relation officer

Date : 08/03/2012

1. Introduction

In a every organisation human resource is one of significant area where the top

management pays high attention since human resource set the direction of the

company. Not paying proper attention to human resource of the organisation may lead

to the failure of the organisation. Human Resource Management (HRM) is the term

used to describe formal process implemented by management in order to manage the

people in the organization.

1. a Characteristics required for the post of general public relation officer and methods of recruitment

The public relation officer of the Hilton hotels needs to have following characteristics,

Good communication skills

The hotel expects the general public officer to deal with the customers of the hotel

who are the most valuable stake holders of the hotel. Thus the public relation officer

needs to have excellent communication skill that helps him to identify the needs of

the guests and fulfil their requirements.

Strong and pleasing personality


Since the Public relation officer represents the Hilton in front of guests such person

needs to have a strong and pleasing personality which in turn reflects the hotels

desire to fulfil customer satisfaction.

Skill in different languages

Since the hotel provide services to guests representing around the world ability to

speak and write in different languages will help to improve the image of the hotel.

Ability to handle requirements of several gusts at a given time

Hotel is serving several customers at a given time and therefore public relation officer

needs to have the ability to handle several guests at once.

The public relation officer can be recruited by one of the following methods,

Internal methods

Promotions

Transfers

External methods

Job advertisements

Recruitment Agency/Head hunting

Personnel recommendations

Job centres


1. b Selection methodsThe public relation officer can be selected by one of the following methods

Interviews

Interviews are the most common method of selecting an employee to the

organization. Hence to choose a general public relation officer to the Hotel interview

is a preferred method of selection.

Application evaluation

The suitable person for the post of public relation officer can be selected by

evaluating the application submitted by the applicant.

Tests

Different types of tests can by used to select the applicant such as language tests,

knowledge test, practical test and aptitude tests ect.

Background information

The applicant can be selected by checking the background information of the

applicant.


1. C Selection process

In order to ensure that a highly motivated public relation officer is selected, following

facts need to be considered in the selection process.

The selection activities needs to be conducted by the hotel personnel whose having

significant knowledge and experience in public relation.

The selection activity needs to be conducted in accordance with the Human resource

policy and selection policy of the hotel.

Steps needs to take to ensure that the outcome of the selection process is not

affected by the personnel preferences of those who involved in the selection process

The applicant’s requirements need to be identified in order to ensure that such

objectives are in line with the corporate objectives of the hotel.

1. D Legal, regulatory and ethical requirements relation to the selection process

When selecting the right person for the post of public relation officer due consideration

needs to be given to the laws and regulations applicable in the county in which the hotel

is operating. For example if the hotel is operated in UK, laws and regulations affecting to

the recruitment, selection needs to be considered. The best method to overcome such

non compliance is to incorporate such compliances in the recruitment and selection

policy of the company.

In UK laws such as Race Relations Act (1976), the Sex Discrimination Act (1975) and

the Disability Discrimination Act (1995) requires comply with certain requirement when

recruiting and selecting employees.


Accordingly as per those laws and regulations disability, race, religion, colour should not

be considered as factors for recruiting and selection. Moreover due attention needs to

be given to the female applicants as there are laws and regulation where equal or

reasonable opportunity needs to be given to the female applicants as well.


2. Building winning teams

2. a Mix of knowledge, skills and experience required for a team.

In order to build a successful management and leadership coordination program

team the Hilton needs to have following knowledge and skills in the team,

Leadership skills

There should be appropriate personnel whose having leadership skill to

lead the team.

Communication skills

The team members need to have appropriate communication skills to

communicate across the Hilton employees.

Relevant experience

The team need to have appropriate level of experience to carry out its

duties.

Marketing knowledge

In order to carry out its tasks the team need to have marketing knowledge

to design the business strategy and marketing strategy.

Overall knowledge of the company and the industry

Knowledge of the company as well as the industry is required to set to

long term goals and objectives for Hilton.


Interpersonal skills

Team building skills

Self discipline and self confidence

2. b Dynamics within teams and foster team spirit

Team dynamics refers to the unseen forces that operate in a team between different

people or group.

It is noted that there are several factors that affect to the team dynamics,

Shared vision

When working as a team all team members of the team needs to be work

towards a common goal. Therefore the team should follow a shared vision

instead of different visions. Using shared vision helps to create team dynamics

among the team members and to accomplish goals and objectives of the hotel.

Personality styles

Different people have different personality styles. If a team members as almost

same personality styles the spirit of the team is very high and can perform well.

Layout of the work place

The layout of the working place plays a key role in a team dynamics. If the work

place is having fewer obstacles and if the team members work collectively by

seeing each other, this will help to create team dynamics.

Communication


Methods used to communicate within the team will help to improve the team spirit

and performance. Therefore team members needs to take necessary steps to

build a effective and efficient communication network among team members.

Participation

All team members need to participate for the team activities and this helps to

improve the motivation among the other members. Thus steps needs to be taken

to make sure that all team members understood their roles and responsibilities

and provide their maximum output to the organisation.

Following actions can be used to foster the team spirit,

Displaying the team achievements in the office area such as trophies

photographs of winning teams ect.

Organising group activities after the working hours and holidays that encourage

team members to relax.

Using unique items such as cloths, equipments ect that separate team from

others.

Organising sports activities.

2. c Team charter to clarify the expectations of relationships within the team

It is very essential to have strong relationships in a team to become a winning team.

Accordingly a relationship within the team has following expectations.

To create a cohesive team

To provide good service to the organisation that will help to overall goals and

objectives of the firm

To achieve the targets set by the management.

To create a good rapport with the external parties who deals with the

organisation.

To build or maintain the strong image of the organisation.


To provide opportunity to team members to share their views with other team

members and to solve problems that team members faces.

To improve communication among team members by eliminating communication

barriers.

2. d Difference roles required to build a winning team

As described by “Belbin” there are team members, who are having different team roles

to build a winning team,

Plants

Plants are referred to those who bring innovative ideas to the team. If the team

needs innovative ideas they should seek ideas from plants.

Resource investigator

They are team members who give enthusiastic start at the beginning of the

project using their contacts and opportunities. Further they are having the

tendency to forget to follow up at the final stage of the project.

Coordinator

They have the tendency to become the team leader. They allocate work among

the team members and has the ability to see the big picture.

Shapers

They are the team members whose ultimate objective is to win the game. They

are very aggressive and make sure the team is moving forward without a delay.

Monitor evaluator

They logically evaluate all the opportunities and the implications. They are slow

in decision making and will be overly critical.

Team worker


They are the team members who have the ability to carry out the team work with

all the parties by helping them to understand other team members.

Implementer

Implementers obtain other team members ideas and implement them. They are

efficient and well disciplined.

Completer finisher

They take extra effort to make sure that the work is completed.

Specialist

They are the one who having vast knowledge and share the knowledge with

other team members.

2.e How team members can be empowered to work effectively using initiative and creative skills.

Each team member may have their own ways of performing tasks assigned to them and

the way they think. Therefore team members need to identify the areas where they think

they can be successful and such activities needs to be carried out by the respective

team member. Further the team leader should encourage the team member to bring

creative ideas to the team in order to work effectively and efficiently.


3. Leadership

3. a Leadership theories and styles

Following leadership theories can be identified with regard to the Hilton hotel leadership

Role theory

It assumes that people defines roles on behalf of them and for other and

establish expectations about their roles as well as others.

Trait theory

Trait theory states that people are born with inherited traits and among those

traits there are some traits which suits for leadership. Traits such as self

confident, cooperative, ambitious are among those.

Contingency theory

This theory states that the leadership style is contingent upon the situation faced

by the leader and one leadership style may not be suitable for another situation.

Following leadership styles can be discussed in relation to the Hilton hotels,

Autocratic/authoritarian style

Under this style all the decisions are taken at the central of the organisation and

those who take decision does not wan others suggestions for decision making.

Democratic/participative style

This is the opposite side of the autocratic style. The leader invites all the team

members to make suggestions when making decisions.

Free rain style

This type of style allows other team members maximum freedom in their work

and allows them to take their decisions on their own.


3. b Leader Vs manager

Manager Leader

Manage the resource that the

organisation has

Innovate and discover opportunities

for the organisation

Mainly targets to maintain economic

balance

Concentrate on developing new

activities

Makes decision based on control. Decisions are made based on trust

Manager follow success stories Leader create success stories

Concentrates on efficiency Concentrates on innovation

3. c ways of improve morale and performance of the employee

Regular staff meetings

Managers need to organise regular staff meetings which should be participated

by all the staff members. At such meeting the staff members should be given the

chance to raise their questions and suggestions with regard to the matter

discuss.

Appreciate staff achievements

When a staff member accomplish something the managers needs to celebrate it

to indicate that the managers are willing the success of staff members.

Obtain feed backs


The managers can ask for feedback on their management styles from the staff

members.

Hire a professional team builder

Since the team building is a vast area there are specialists who can help the

managers to improve morale and performance of the employees.

Performance based remuneration packages

The company can implement performance based remuneration packages to the

employees so that all employees are encouraged to concentrate on their

performance.

3. d Approaches to effective change management

Change management refers to the structured approach to shift the current state of the

organisation to desired future status.

There are several approaches to effective change management.

Lewin’s three step model

This method outlines three steps that should be followed when implementing a

change.

1. Unfreeze

This step refers to where the organisation needs to prepare for the change by

explaining to the employees and allow the organisation to feel that a change

is necessary for them to survive.

2. Change

At this step the process of change is started and the unfroze environment is

changed through a long process.

3. Freezing

Once the change process is completed the environment become familiar to

the organisation and keeps moving as usual like before the change.


Bullock and Batten’s phase of planned change

This method recommends exploration, planning, action and integration for

planned change. Exploration is where the management identify the need to

change and collect the resources need for change. At the planning state the key

decision makers create and approve the change plan. In the next step, action the

plan is carried out the. Integration refers to the final stage where all the changes

are taken place and formal policies and procedures are established in the

organisation.

Kotter’s eight steps

This method outlines eight steps that needs to be followed for change

management

1. Establish a sense of urgency

2. Form a powerful guiding coalition

3. Create a vision and strategy

4. Communicate the vision

5. Empower others to act on the vision

6. Generate short term wins

7. Consolidate improvements and produce still more change

8. Institutionalise new approach.

3. e How employee empowerment concepts can be employed to achieve the objectives of the hotel group.

Empowerment refers to the process of enabling the employees to think, behave and

take decisions o their own. Each employee has the right to decision making on their

own with regard to the work they performed.

Using employee empowerment the hotel can create a pleasant working environment to

its employees and thereby the hotel can create self motivated employees. This in turn

will help the organisation to achieve its goals and objectives.


4. Work and development needs of individuals

4.a work activity plan

Following work activity plan can be used for the hotel

No. Objective Activity Time line Team member

responsible

1. To reduce the guest

complaints by 10%

Identify requirements of the

guests in advance

30 April

2012

Public Relation

officer

4.b Effective work delegation techniques

Even though the organisation has well trained and highly skilled employees if the

management does not delegate the work to the appropriate personnel the output of the

work will not reflect the ability of the employees.

Multitasking

Some people can work on several activities in parallel. Such persons are having

the multitasking ability. Managers can delegate several tasks to such persons

where such person will attend to all the work in parallel.

Downward delegation

This means the delegation of work to the team members who are below the

reporting line. The managers can delegate tasks to assistant managers and

associates.

Sideway delegation

Work can be delegated to the peers who are in the same level.


4.c Reviewing approaches

Development needs and the activities of the organisation can be reviewed in

several methods.

Development needs can be reviewed by paying attention to the industry trends

and identifying the needs that should be taken place in the organisation to remain

in the market.

Moreover development needs and activities can be reviewed by using pre

determined targets and comparing actual performance with the targeted

performance.

4. d Performance assessment methods

Hotel can use following performance assessment methods

Critical incident method

By this the performance evaluator note down the positive and negative

performance behaviour of the employee throughout the period.

Performance ranking method

Performances are ranked from greatest to lowest.

360 performance appraisal

Under this method the employees are received confidential feed backs from the

employees around them

Management by objectives


In this case managers set targets for employees and evaluate periodically and

reward them based on the achievements.

4.e Factors affect the quality of staff performance.Following factors affect the quality of the staff performance.

Ability of employee

Skills and competence of the employees affect to their performance.

Effort of employee

The energy that the employee provides to the work he performs will affect to the

quality of the performance.

Motivation

If the motivation of the employee is high the quality of the performance also will

be high.

Environmental factors

If the working environment is pleasant the performance of the employees will be

in high quality.


4. f Development plan for an underperforming staff member.

When making a development plan for an underperforming staff member following needs

to be addressed.

Identifying the areas where the staff member underperformed

Identifying the reasons for underperform.

Planning to overcome from such underperformance by addressing the reasons

for such underperformance.

Setting new development targets for the staff member

Evaluating and reviewing the achievements.


5. References

1. Team technology 2012, Team technology, United kingdom, viewed 8 March

2012,< http://www.teamtechnology.co.uk/>

2. Merton, R.K. (1957). Social theory and social structure, NY: Free Press

3. Pfeffer, J. and Salancik, G.R. (1975). Determinants of supervisory behavior: A

role set analysis. Human Relations,

4. Change management coach 2012,change management coach, cape

town,viewed 8 march 2012,< http://www.change-management-coach.com>.

5. BRITISH STANDARDS INSTITUTION. (2005) ISO/IEC 17799:2005 Code of

practice for Information Security Management. London: BSI. Available at:

http://emea.bsi-global.com/InformationSecurity

6. CHARTERED INSTITUTE OF PERSONNEL AND DEVELOPMENT. (2008)

Learning and development: annual survey report 2008. London: CIPD. Available

at: http:www.cipd.co.uk/surveys

7. GOODGE, P. and BURR, J. (1999) 360° feedback: for once the research is

useful. Selection and Development Review

8. ARMSTRONG, M. and BARON, A. (1998) Performance management: the new

realities. London: Chartered Institute of Personnel and Development

9. LONDON, M. and SMITHER, J. (1995) Can multi-source feedback change

perceptions of goal accomplishment, self, evaluations and performance related

outcomes? Personnel Psychology

10.Armstrong, Michael (1999) A Handbook of Human Resource Management

Practice. Kogan Page Limited.


http://www.cipd.co.uk/subjects/lrnanddev/general/_lrngdevsvy.htm

http://emea.bsi-global.com/InformationSecurity

http://www.change-management-coach.com/

http://www.teamtechnology.co.uk/

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Hr assignment