Chapter 5 – Leadership, Employees, and Communication


1. Describe the purpose of a mission statement.
2. Explain the importance of communicating the purpose and role of their job positions to employees.
3. Identify the steps involved in setting performance goals and ensuring that employee performance meets property standards.
4. Describe proper workplace etiquette for listening, speaking, and writing.
5. Explain communication strategies that can help managers deal with difficult employees.
6. Review the sources of conflict and describe basic strategies that can be used to manage conflict.
7. Define different aspects of guest communication.
8. Explain why media training for leaders in hospitality and tourism is necessary.