Chapter 11 - Communication and Decision Making Flashcards
Linking Processes
Used to help coordinate the work in a foodservice operation toward its goal.
Decision Making, Communication, and Balance.
Decision Making
The selection of a course of action from a variety of alternatives.
Communication
The vehicle whereby decisions and other information are transmitted.
Balance
managements ability to maintain organizational stability.
Decision Making Primary Stages
Define the problem, Identify and analyze possible courses of action, selection of a particular course of action.
Programmed decision making
Follow established policies and procedures. Made by lower manager and employees.
Decisions made by lower level management and employees
Programmed decisions
Non programmed decisions
Unique, have little or no precedent. Unstructured and require a more creative approach.
Organizational Decisions
Non programmed decisions related to the purpose, objectives, and activities of the organization.
Personal Decisions
Non programmed decisions concerned with the managers individual goals. These may affect the organization.
Decision making process
- Recognise and Define Problem
- Identify Alternatives
- Evaluate Alternatives
- Select the Best Alternatives
- Implement Chosen Alternatives
- Evaluate Outcome
Conditions of Certainty
Decision maker has adequate information to assure results.
Conditions of risk
Various probability techniques are helpful in making decisions. Managers are faced with the probability that any one o several things may occur.
Conditions of Uncertainty
When the occurrence of future events cannot be predicted.
Decision making techniques
- Decision Trees
- Cost-Benefit
- Cost Effectiveness
- Networks
- Linear Programming
- Game Theory
- Queuing Theory
- Simulation
- Artificial Intelligence
Decision Trees
A primary decision that has at least two alternatives to be evaluated. The probability of each outcome is ascertained, along with its monetary value.
Linear Programming
Useful in determining an optimal combination of resources to obtain a desired objective.
Game Theory
Simulated decision situation portraying the actions of an opponent.
Queuing Theory
Balances the cost of waiting lines against the cost of preventing them by expanding facilities.
Artificial Intelligence
A computer program that attempts to duplicate the thought processes of experienced decision makers.
Group Decision Making
used because managers frequently confront situations in which they must seek information and elicit judgements from other people.
Problems usually complex, solutions require specialized knowledge.
Individual Decision Making
Managers can make decisions themselves using information available to them.
Combination Decision Making
Managers can make decisions after consulting with others.
Interacting Group Decision Making
members discuss, argue, and agree upon the best alternative.
Delphi Group Decision Making
Structured technique for generating creative and innovative alternatives or ideas.
Focus Group
qualitative information gathering method.
Advantages of group decision making
- more information and knowledge are available.
- Groups can generate more alternatives.
Disadvantages of Group Decision Making
- Groupthink
- Risky shift
Communication Process
When the sender wants to transmit information to the receiver, The sender has a message, an idea, a fact, or some other information to transit to someone.
- Sender message
- Message meaning encoded
-Transmitted through channels influenced by noise - Message meaning decoded
=Receiver understanding on message
*Feedback throughout.
Techniques for improved communication
- Feedback
- Use many channels of communicating
- Face to face communication
- Sensitivity to receiver (avoid red flag words)
- Awareness of symbolic meanings
- Careful timing reinforcing words with action
- Simple language
- Repetition.
Characteristics influencing organizational communication
- Formal Channels
- Authority Structure
- Job Specialization
- Information Management
Formal Channels
(Characteristic Influencing Organizational Communication)
- May inhibit the flow on information between levels in the organization.
Authority Structure
(Characteristic Influencing Organizational Communication)
- Status and power differences among members of an organization may lead to strained politeness and content and accuracy may be affected.
Job Specialization
(Characteristic Influencing Organizational Communication)
- Facilitates communication within work groups which may lead to jargon and frequent development of group cohesiveness.
Information Ownership
(Characteristics Influencing Organizational Communication)
- Unique information and knowledge about one’s job may be viewed as a form of power for those who possess it, making them unwilling to share the information with others.
Balance
Linking Process, managerial adaptations to changing economical, political, social and technological conditions.
Collective Bargaining
is a group of employees that bargain as a group with their employer regarding wages, hours, benefits and other terms and conditions of employment
