HD员工培训outcome2

1A.Identify and explain one content and one process theory of motivation. Motivation theory is to point to by specific methods and management system, to maximize employ-ee's commitment to the organization and the work of the process。

motivation theory including the content and process.Content motivation theory including Maslow’s hierarchy of needs, Herzberg’s two-factor theory,ERG theory,and X-Y theory. Process motivation theory including Adams’equity theory, Vroom’s expectancy theory and Goal-setting theory.Content theoryThe content theory that I described is McGregor's Theories,it contains Theory X and Theory Y. The Theory X assumes that people dislike work and responsibility,and Theory Y assumes that physical and mental effort in work is as natural as play or rest.t heory X means the some employees dislike their work and avoid to take responsibility if possible,at the same time,because they have no passion for the their work,so their leaders will treat them by some ways such as coerced,directed,controlled,threatened with punishment to help them finish the organi-zation's goals. When something happened,they regard the security as more important rather than eve-rything else.Theory Y described the efforts about physical and mental of work are equal with resting and play-ing,employees have ambitions,they can achieve work objectives by their own directed and control rather than manager's force. In addition,they can use their imagination,creativity and wisdom to solve the problems,which play an important in group cooperating. They are willing to accept even seek out responsibility rather than avoid it.Process theoryThe content theory that I described is Goal-Setting Theory. Goal Setting Theory in 1960 by the gen-eration of rock (Edwin Locke), proposed the Goal of the Theory is that challenging is the source of motivation, so specific goals will improve performance; Difficult goals are accepted, could achieve a better performance than the easy target.American psychologist John Locke (E.A.L ocke) in 1967, the first puts forward the Theory of "Goal Setting" (Goal Setting and found), he thinks the Goal itself has incentive, target can change the people's needs for motivation, make people's behavior towards a certain direction, their behavior and the result was, as compared with the established target to adjust and amend in time, to achieve their goals.Goal setting theory is put forward, the goal is one attempt to complete the purpose of the action. Goal is the direct cause of behavior motivation, set the appropriate target can make the person produces want to achieve the goal of the achievement need, and thus has a strong incentive to people. Value and as far as possible, set up the appropriate target motivation is to stimulate the important process.Goal setting theory predicts when targets is difficult to increase a person's work performance will be improved, until you reach the peak performance, and the lack of a sense of identity to difficult target individuals and corporate performance to reduce or very poor.1B.How could each of these theories be applied to situations within Shan-gri_la Hotels?theory XIn this case,Craig is this theory's performer,because when his stuff offered suggestions on how to deal with problems,Craig always rejected them and said: This is my kitchen,we run it my way. Which represent he want to control his employees.Theory YIn this case,Antonio behaviours are obvious. First,Antonio's group can provide the perfect standard quality services,as well as high tacit understanding,both of them are benefit to satisfied the business customers' needs and improve the service efficiency. And then,when Alisa was out of restaurant,An-tonio always helped her to manage the restaurant well. Considering personal ability,Antonio acquired a wealth of knowledge in the restaurant industry. All of them reflecting his self control and self di-rected,as wall as his wisdom, the contributions of team cooperation.Goal-Setting TheoryCraig also aimed to ensure that all customers would be attended to within five minutes of being seated, Craig have much pressure from restaurant. The aim of Craig is every hard,but Craig still insist his aim to manage restaurant.2.Highlight methods which management could use to improve job perfor-mance and explain the suitability of each.There are three approaches to improve job performance:job enrichment, Financial incentives and consultation.The first method that I described is job enrichment. It means the manager should use different ways to enrich work,as well as improve the quality of work. In this case, Antonio's group have a regular meeting every week. During the meetings,they make research together about how to improve the business customers restaurant experience. Antonio always invited his group members to give advices. So with the perfect group cooperation,so he always receive customers feedback and praise. Which are beneficial to promote the company's development as well as encourage the employees have more passion for their work.The second method that I describes is financial incentives.It means the manager should pay more money for staff to encourage staff.In case,Ailsa had close links with the local college who ran hospi-tality courses, and would often take on learners who were studying there as part-time staff. On com-pleting their studies, many of these learners opted to take up full-time employment with the hotel, at which time Ailsa would increase their salary.The last way to improve job performance is consultation. It means the manager should communicate with employees regularly,such as deliberate and negotiate. In this case, Craig always reject with his employees to talk about customers problems,he also proclaim"this is my kitchen,we run it my way." So his employees will feel jealous and get no sense of belonging. Different people have different views,but all of them can not be allowed to express. So between the stuff will not cooperate from each other,they will finished their work passively. Which will reduce the work efficiency.3A.Explain the importance of teamwork within Shangri-La hotels.In this world, all one's strength is small, only into the team, only struggle together with the team, you just realize personal value maximization, will you be able to achieve excellenceBelbin Team RolesTake advantage of the behavior of the individual to create a harmonious team, can greatly improve the team and individual performance. There is no perfect individual, but a perfect team. Craig is trust Saskia because they work together in London for many years. Whenever Craig leaves the hotel, he appointed Saskia to the kitchen and all the attendant distribution work. Craig also insisted that only Saskia and he didn't have the right to sign for delivery of meat and vegetables. This situation reflects in a team, each role play a very important role. Belbin Team Roles including Company worker, coor-dinator, shaper, planter, resource investigator, monitor evaluator,team worker, implementer and fin-isher.3B.Identify and analyse three factors that are affecting team cohesiveness and performance in the kitchen and impact each factor is having on the team. Three factors to influence team cohesion and team performanceThe first factor is lack of consultation. In this case,the kitchen staff salary is high, but the atmosphere of the kitchen is often very nervous. Everyone feel pressure have great influence on team cooperation, This atmosphere unable to improve the work efficiency.The second factor is poor communication. In this case,Craig rejected to receive other employees' suggestion,at the same time,both of Ailsa and Craig have their own opinions about materials receptionproblems,but they have been not reach the agreement. Which effected the emotion cohesiveness. The last factor that I described is lack of clarity of roles. In this case, Ailsa always think she is the restaurant manager and complained why Craig always signed the row materials. Her thoughts re-flected she does not have clarity of roles. Which are bad for task cohesiveness forming.。

Case study 1Samir sees a set of golf clubs displayed in a shop window for £500. He enters the shop and states he will take the clubs. The shopkeeper however says the clubs are no longer for sale. Samir is demanding that he be sold the clubs and at the price displayed.Identify the essential requirements of a contract and discuss whether a contract exists here.A contract is an agreement between parties having the capacity to make it, in the form demanded by the law, to perform, on one side or both, acts which are not trifling, indeterminate, impossible or illegal, creating an obligation enforceable in a court of law. A valid contract has three essential features: there must be a agreement on all material aspects; at least two contracting parties and legal obligations.A contract consists of an offer and an acceptance. If there is no offer in the first place then there can be no contract. The basic elements of a contract include an offer and an acceptance.In the case Samir sees a set of golf clubs displayed in a shop window for £500. He enters the shop and states he will take the clubs. But shopkeeper says the clubs are no longer for sale. Samir is demanding that he be sold the clubs and at the price displayed.According to this case we can say that these is not exist a contract. In the case that a set of golf clubs are exhibited in a shop window, thus it is not an offer. Because the goods displayed in a shop window as a invitation to treat, we can know that goods displayed in a shop window (even when priced) are classed as a willingness to negotiate on the shops part. Invitations to treat also is considered to inquiry the price of goods, means a party to invite the other person to make offers. Different an offer, a willingness to negotiate only as prepared to make a contract of behavior on the issue who is not legally binding. The customer will make the offer to buy the goods which the shop are perfectly within their rights to refuse. The invitations to treat are not legally classed as offers and therefore cannot be accepted.Before the party who gave off the invitations to treat could not accept the other people’s offers they can revocation, and then the contract is not build. When Samir asked to buy the golf clubs the shopkeeper refused hin, and there was no acceptance. So when the shopkeeper refused Samir which is a set of golf clubs are not the good for sale, it just be used as ornament, and attracted the consumers interested. So an offer in this case is not found, either nor acceptance.A contract consists of an offer and an acceptance, we can know that there is on offer and there is on contract.Case study 2Tom is the top salesman for ABC Motors. He has been offered a job by a rivalcompany but is concerned because there is a clause in his contract which prevents him from working for any other car company for five years.Tom is the top salesman because he regularly tells potential customers what they like to hear rather than the facts. He has done this in relation to ages of vehicles, odometer readings and vehicle service histories.Tom recently completed a deal to buy a vintage sports car for ABC Motors from Barry.ABC now discover that Barry (not his real name) had stolen the vehicle. Question 1What is a restrictive covenant? Advise Tom as to the legality of the clause in his contract.You can refer to Bluebell Apparel Ltd v Dickinson (1980) on page 146Question 2How would you classify Tom’s statements to the customers and what are the possible consequences for Tom and ABC motors in relation to these statements?You can refer to Smith v Sim(1954) on page 161Question 3What is the legal position with regard to the vehicle which Tom has purchased from Barry?You can refer to Morrison v Robertson(1908) on page 1531 Restrictive covenant is a agreement which restrict the party liberty to work and trade. Such contracts are VOID unless the restriction can be shown to be reasonable to both parties involved and to the general public. There are three types of restrictive covenants: contracts between employer and employee, contracts between sellers and purchaser of a business and ‘solus’agreements. For all three types, the party attempting to enforce the agreement must prove that it is reasonable to both parties concerned and to the general public. If they are unable to do this then the contract will be considered void and unenforceable. (from the text bookP142-142) This contract are legality, and the restriction was fair in this contract. Because the relationship of Tom and ABC motor is employer and employee, when enter employment and employee may agree to some restriction being placed on his future employment or trade. Later the employee may feel the restriction is unfair and therefore he may break it. In such circumstances it would be up to the employer take him to court and seek an ‘interdict’ forbidding the employee to break the agreement. They will consider the factor the nature of the job the employee was doing(from the text book P142). If Tom worked for any other company within the validity period of the contract that he would be in a position to harm his ex employers.2 The 4 main causes of error are: innocent misrepresentation, fraudulent misrepresentation, negligent misrepresentation and concealment of facts. And Tom’s statements to customers classify fraudulent misrepresentation,A false and material statement which induces a party to enter into a contract this is misrepresentation. Because he regularly tells potential customers what they like to hear rather than the facts and him without caring whether it is true or false. Fraudulent misrepresentation can lead a contract being made void if it involved these points,first is fraudulent misrepresentation causes error in the substantials. Second is the other party relied on the misrepresentation and it was a major influence on them entering the contract, third is the other party can offer restitutio in integrum. So the contracts between Tom and customers is void, he relied on the misrepresentation and it was a major influence on them entering the contract, thus customers can acquire compensation. Or cancel the contract or both of them.3 Tom brought a car from Barry,but Tom discovered that Barry had stolen the vehicle. And in this contract has a error which made the contract void, the Barry stolen the car but Tom did not know before him brought, so he can not get the car’s ownership. An error concerning the identity of the parties. Barry stolen the car so he haven’t ownership of this car and sold car, therefore, he can not give ownership to Tom, and Tom does not get the car’ ownership actually. And in this case Tom can only lodge a claim to Barry.Case study 3Martina recently attended an auction for the first time. She was very keen(渴望的) on a particular painting and when the bidding commenced（开始）she got so carried away that she bid much more than she intended. Martina won the auction but with fees（费用）and commissions（佣金）added on to the price, she cannot pay the full amount for the painting.Question 1What do you understand by the term ‘breach of contract’? Give two examples. Question 2List the main remedies available for breach of contract.Question 3What is the most appropriate remedy for the auctioneer（拍卖商）in this case?1、Where one party fails to fulfil his or her legal obligation under a contract.(from the text book P183)example1Tony and Jane have a contract where Tony will pay June $100 for her car and delivery. Tony pays the $100 but Jane fails to delivery.(from the text book P197)In this case study there has been a Breach of Contract by Jane as she has failed to delivery the car.Example2Shirley and Oliva have a contract where Shirley brought a cake from Oliva for her friend and asked Oliva sent the cake to her friend on 12th December 2012 , but on that day her friend did not receive the cake.In this case study there has been a breach od contract by Oliva as she failed to sent the cake.2、If there is a breach of contract then the innocent party will have the right to seek a remedy for the breach.(from the text book P184)Damages as a remedy for breach of contract. The object of awarding damages to someone is to place them in the position they would have been in had the contract been completed.So damages are really awarded as compensation- if the party has actually lost money as a result of the breach then he will be awarded ‘substantial’ or ‘compensatory’ damages.In some cases no actually loss may have been incurred as a result of the breach. If is still possible that damages may be awarded for trouble and inconvenience-these are know as ‘nominal’damages.(from the text book P185)Specific implement as a remedy for breach of contractSpecific implement is to stop someone for acting in breach of contract. So specific implement may be positive---forcing someone who has been in breach to fulfil their obligations or negative ---forcing someone who has been in breach to stop doing something. (from the text book P191-192)Rescission as remedy for breach of contract.Rescission means cancellation . With this remedy, the innocent party has the right to rescind(cancel) the contract if the other party has been guilty of a material breach of contract.The main factor to be considered is what is meant by a material of contract. If the breach is not material but only partial then the right of rescission does not exist.Many contracts contains a number of conditions, some of which are more important than others. If the contract specifically states that some are material then breach of these will mean that rescission can be taken as a remedy.(from the text book P193-194)The Defensive Remedies for breach od contractThere are two defensive remedies that can be taken by the party who is not in breach.①Lien:If a person has possession(占有) of an article(物品) on which he has been employed to do work then he can refuse to return the article to its owner until payment is made for the work done. Example of situations where lien could be used as a remedy for breach of contract include:②Retention:This is the right to refuse to pay a debt which is due(到期的).Retention can only be used under the following two circumstances:ⅰwhere compensation can be pleaded.(债权确定、到期)ⅱwhere both claims arise under the same contract.P195-197What is the most appropriate remedy for the auctioneer（拍卖商）in this case?3、in this case the defensive remedies in the most appropriate method for the auctioneer. The defensive remedies include lien and retention, the auctioneer should take lien measure. If a person has possession of an article on which he has been employed to do work then he can refuse to return the article to its owner until payment is made for the work done.As a result of Martina won the auction but with fees and commissions added on to the price, she cannot pay the full amount for the painting, the auctioneer can keep the painting until Martina paid off the rest of money.。

2.1According to the Motivation-Hygiene Theory of Frederick Herzberg, people are influenced by two factors, one is hygiene factors which is also means failure preventer, and another is motivation factors which is some kind success builder. Satisfaction and psychological growth are a result factor of motivation factors. Dissatisfaction was a result of hygiene factors. And the Motivation-Hygiene Theory is trying to prove that the attitude individuals have towards their job is decided the success or not of the task in significant measure. Hygiene factors are needed to ensure that an employee does not become dissatisfied. They do not cause higher levels of motivation, but without them there is dissatisfaction. Due to the expansion plan of Scotia Airways, many staff have a concern about the change this company may face. But if without the help of all of the members in the business, this plan is not going to be successful, so it is essential for the managers of Scotia Airways to do something like raise their wages or improve the working condition to pacify the emotion of staffs. Holiday and medical care is also can become somehow the motivator factors to workers. Motivation factors are needed in order to motivate an employee into higher performance. These factors result from internal generators in employees. In order to encourage the talented worker, the managers of the business should give them some promotion as a reward or show them the opportunities of advancement. It will give the workers sense of personal achievement and work harder to get more praise.Process theories of motivation provide an opportunity to understand thought processes that influence behaviour. Equity Theory considered that a individual is whether motivated or not is not only decided by what they have got, but also by what they have got is fair enough to anyone else or not. So the distribution rationally is important for stimulating job motivation' factors of individuals in an organization. Someone will compared to other colleagues that the ratio of input, like time, effort and ability, and output, like salary, praise and achievement, and when it is equal, they will feel justice. And Scotia Airways wil never stop to recruit new staff, whenever there is someone who has get into this company with an unfair way, the originalmembers in Scotia Airways will feel uncomfortable and thinking that their effort is not worth. This is going to be a disaster for Scotia Airways cause their origin member will not being hard-working in that unfair condition.2.2As management of Scotia Airways, there faced many challenges. According to the case, we got that the Scotia Airways plans to expand its market, and set an ambitious programme for expansion over the five years. When face of more and more worker,the management should give the right of manege,the low level management. Let the staff can manage themself when they face some low level problem. That will be improve the efficiency and communication with the client.And if the management want to control the organization, the management must pay attention to teamwork,the team cohesion. It is also can improve the staff performance and improve the Scotia Airways performance. For example ,AC Milan foot club. In 2007,the team has no one can be called superstar,and the average age of the team is much than another them in Europe . But the team also become the Champion of the UEFA Champions League. Why? It is due to the teamwork and the team cohesion. In 2007,the captain is Maldini, a people who can unite the team members. So AC Milan can play a better level in the game,and won the championship in the final.Then,There have three common sides in organization—job enlargement, job rotation and job enrichment. Job rotation means employees could change his/her jobs and do various jobs after a period time. It makes employees feel fresh about many jobs that can last their motivation. And the job enrichment means employees have opportunities to use his/her abilities with different jobs, which retained fresh feel about a job, and make them have higher motivation. These can make employees in Scotia Airways interested in their work. But all of these have a premise that is we should found their characteristics and training them. Staffs levels is the most important part of a expansion organization, only employees with high quality can adapt various jobs, and ensuring they use their empowerment right. It also stimulates employees’ motivation to work harder. The final, the management of Scotia Airways should divided goals tomany smart objectives. It makes goals to be more clear and acceptable which is completed convenient. In a word, these methods can make employees develop all abilities to work, maximum the benefits within Scotia Airways, and promote the expansion of it.2.3At first. The Scotia Airways Only hired 80 employees. Because of expansion, the management decide to expand the size of the department. So the management should use team working to manage their worker, to improve the performance.The main value of team is their ability to assemble and empower employees to coordinate together, and use their talents to improve the organization. It also benefits the employee's motivation and job satisfaction. Teamxork can improve quality and flexibility, coordination /communication, satisfaction, productivity, development and solve the problem.In the Scotia Airway,the management team within Scotia have worked meticulously in planning and evaluating their services to ensure that customer focus is the primary driver of business success. So, Scotia Airways have to improve their teamwork’s ability to adapt to market, which reflect the important of teamwork.However, it also has a potential faults and cost team. The team may have an unexpected effect fermentation hostility management target, make the team completely self management. Individual and team conflict between target.There is a potential "social loafing" (that is, a person's do less, team work than he/she usually do work alone). Undefined roles and responsibilities can also cause dissatisfaction. In the Scotia Airways, Its expansion over recent years certainly will need to the management of company increase its management ability. This expansion of company also bring the problem of the bloated of organization, the relationship of new staff and old staff is stiffness and team trust is reduce. The Scotia Airway must solve these potential disadvantages and cost of teamwork.2.4A successful organization always has higher team cohesive and performance, but there have many factors impact on it. Scotia Airways has been influenced by three factors—selection of appropriate supervisor, participation of decision making and SMART objectives. As a team, it must have a completed structure. It means there has senior managers, employees, and employees conclude some proposers, some executors and so on. In this case, the Scotia Airways want to employs executives and managers in marketing, finance, HR and administrative staff within each department. Rosa is in overcharge and assisted by others. When difficult decisions have had to be taken, she has always been a strong and decisive manager. She is the powerful manager, and effective to lead manager team of Scotia Airways. So selection of appropriate supervisor of a team is more significant for an organizati on’s performance. Then, another part is participation of decision. Every members of a team should participation of decision actively. In this case, the Scotia Airways is made decisions both managers and employees, which benefits promote their team cohesive. It easy to make reasonable decisions with discussion of regularly meeting.The sufficient participation of decision could make team work efficient and improve its performance. The third one is to have SMART objectives. SMART means Specific, Measurable, Attainable, Realistic and Time-bound. Specific objectives are acceptable to employees. Measurable, attainable and realistic means the objectives are appropriate of their abilities. In this case, the Scotia Airways gives valets, gourmet meals, entertainments and extra services to customers, and they plan to expand their market share the next five years and increase their tourist destinations. These objectives are following these rules, and completed these objectives is make employees’ become higher motivatio n. These three factors are effective impact on improve team cohesive and performance of Scotia Airways.Reference•Wigfield, A., Guthrie, J. T., Tonks, S., & Perencevich, K. C. (2004). Children's motivation for reading: Domain specificity and instructional influences. Journal of Educational Research, 97, 299-309.•<Managing People and Organisations> China Modern Economic Publishing House page:192•The Managing People and Organisations PPT of teacher Jianhong Wu page:232 233 388 349。

Individual ReportF84T 34 Managing People and OrganisationsOutcome 2NAME:SCN：CLASS：ContentsIntroduction (3)Section1: Content and Process Theory within Application (3)Section 2: Methods improving job performance (4)Section 3a: Importance of Teamwork (5)Section 3b: Three factors affecting team cohesiveness and performance .. 5 Conclusion (6)Reference (6)IntroductionThree points in this report. Using the Maslow's theory analysis the Shangri—la hotel in the case. The benefits of expectancy theory。

Combining with case write five ways to improve performance. The content of the final includes Belbin—team roles and contribution and three factors influencing of team cohesion. The following is the main content of the paper.Section1: Content and Process Theory within ApplicationMas low’s theory:Maslow’s theory is put forward by Maslow in the mid-1950s. Maslow describes the human needs into the same pyramid from low to high level be divided into five kinds。

1. How the staff is motivated in the firm?Maslow’s hierarchy of needs theory is made of lower-order needs, social needs, self esteem needs, and self-actualization needs. In the case, the staff’s lower-order needs is satisfaction by the staff have a good holiday, wages and end-of-year bonuses. The staff’s social needs could be satisfaction through the staff, including David and Neil had a drink together on a Friday night. Neil not only respect his staff, but also delight to accept his staff’s advice, all of those make staff’s self esteem needs satisfaction. The staff’s self-actualization needs are satisfied by a high level of performance..Maslow thinks human needs are inexhaustible and the substantial satisfaction of a given need leads to the next higher need, but the satisfaction need no longer motivation.2. Equity theory is employees compare their input and outcome with others, system, self, but when inequity occur, employees will attempt to correct them.The Barbour Brown engineering Ltd have two office, David’s civil office and Neil’s structure office. But they have the different management approach. David used personal centralized approach, but there are some problems in it. The office layout is the first problem, tow civil engineers shared an office with James and they often felt it was like having “big broth” watching over them. Second, David never sought advice from staff on the best way to divide up work. At last, David used a tight timesheet, it lock of autonomy and flexibility. All of those make his staff unhappy, the staff of the same position were treated differently. In the other office, Neil used consultation approach, his management approach was much more flexible, coupled with the fact that the team worked tighter in the same office, his staff have a good relationship and laughter, and they also have a higher wage and end-of-year bonuses, and give Jack empowerment, all of those make Neil’s staff have a higher performance.The expectancy theory argues that an expectation of the outcome and the attractiveness of the outcome affect the strength of a tendency to act. In the case, the firm had a related rewarding system about wage, holiday, bonuses and other benefits. Those attracter to staff work hard, and not only made firm’s job performance standard satisfaction, but also achieve staff’s individual’s goals. In the civil office, the two engineers unhappy about the office layout due to supervision, and use the timesheet tight staff control, it lock of staff’s autonomy, flexibility and make a poor work relation. The two problems reduce staff motivation. Though those affect the performance and the staff achieves their individual goals. Because whether are has the desire to produce on one’s particular goals and one’s perception of the relative worth of performance.3. The three of ERG theory that is existence, relatedness and growth develop from the five of Maslow’s hierarchy of needs theory that is physiological, safety, social, esteem and self-actualization. ERG thinks that more than one needs may motivation at the same time. One needs can’t get satisfaction and lead to the activation of the next higher need and if a higher-order need is frustrated, people will regress to increase the satisfaction of a lower-order which appears easier to satisfy.4. The team have enough empowerment, and autonomy, but also have to discharge of the responsibilities which they have undertaken. Have a well cohesiveness need a suitable group size, effectively managed diversity, group identity, healthy competition and have same objective.5. Team is a group whose members work intensely with each other to achieve a specific, common goal or objective. In the civil office, they haven’t a good team work, because David give his staff less autonomy and flexibility, and have a poor work relation. But there are a lot of benefit aboutteam work, it could enhance performance, increase respective to customers, increase innovation, increase motivation and satisfaction. It could help the firm gain competitive advantages.。

Individual ReportF84T 34 Managing People and OrganisationsOutcome 1NAME: uSCN:CLASS：ContentsIntroductionThe purpose of the report is what to understand more fully the organization management. I learned company's departments’ worktogether in order to achieve the company's goals. This report has five sections which are relationship between goals, objectives and policies， differences between the formal and informal organization，open System Theory, different stakeholders and effective control strategy.Section 1: Relationship between goals, objectives and policiesThe relationship between goals, objectives and policy facilitates to the effective management. Goals and objectives provide the desired results, and the policy is guiding people how to do. Feasible policies can help the realization of the aims and objectives of better.Goals:Goals are long-term. Consumer goals are to provide to the customer the demand of consumers. Shangri-La Hotels maintain a high quality of customer service. This is the Shangri-la Hotel's consumer goals. Product goals are to provide customers with high quality product. Craig insisted on selecting the freshest fruits and vegetables this is the Shangri-la Hotel product goals. Service goals are to provide customers with high standards of service. The Shangri-la Hotel promises when customers need the waiter, waiter arrive within fiveminutes to the customer side. This is the Shangri-la Hotel's service goals.Objectives:Objectives are short-term. Objectives are more specific than the goals; it can determine the specific direction. Objectives can help an organization determine a number of factors such as the time factor and the causal factors. The Shangri-la Hotel promises when customers need the waiter, waiter arrive within five minutes to the customer side. The Shangri-la Hotel maintained a 3-star Michelin chef. These are the Shangri-la Hotel's objectives. SMART make objectives more effective more efficient concrete. Kitchen staff training date is by May 1999. Waiting staff to attend table within 3 minutes. Policies:Policies provide a fixed set of rules or guidelines. Craig stock only in the Gordon Meldrum Company. Ailsa increase their salary. All staff received training in the hotel of the highest standards. These are Shangri-La's purchase policies.Section 2: Differences between the formal and informal organizationEach Business organization has a formal and an informal aspect of organization.Formal organizationFormal organization has a clear organizational structure and clear management delegation and has a certain degree of control. Formal organizations are designed to be clear regulations and determining role. Shangri-La Hotel is a formal organization.Informal organizationsInformal organizations are flexible and loose structure, are spontaneous and have different levels of participants and the relationship is not defined. Informal organization can provide interest and pleasure in working life. Craig personal centralized control kitchen has many complaining voice. These small groups are composed of an informal organization.Section 3: Open System Theory什么事开放式系统Reduction in salary will lower the staff attitude resulting in a decline in service quality. Improve the quality of staff, can improve the quality of service of the staff.PEST is used to analyze the external and macro-environment. SWOT is used to analyze the internal and external environment. Five forces are used to analyze the internal and micro-environment. For SWOT analysis of cases.Strengths The Shangri-la Hotel is a much coveted 3-star Michelinaward. Highest rated three-star Michelin in a year, if there is no qualified local behavior of falling stars or the stars, has maintained three Michelin stars is Shangri-La's strength. Antonio is the reception manager has been with the firm for many years. Antonio has a wealth of management experience and problem-solving methods encounter difficulties at the hotel she can solve problems in time. All staffs are going to the local college. Train staff to a local University, you can improve the overall quality of staff, so as to improve the hotel's service quality.Weaknesses Because of Craig’s personal centralized control and employees work depressing. Craig's personal authoritarianism is the working atmosphere is depressed, many employee complaints, it leads to lower quality service attitude and service of the staff. Personal centralized control make employees could not finished working regular overtime. Craig relies too much on Gordon Meldrum's raw material. If the contract is terminated or the enhanced bargaining power of suppliers and will cause the hotel suppliers to break, affecting the normal operation of Shangri-La Hotel.Opportunities Craig on TV show to join chef’s competition can enhance the hotel’s reputation. Craig on behalf of Shangri-La Hotel, appeared on television and got good grades, let more people know the hotel's details. The economic crisis two multi-nationalcompanies are about to set up headquarters in Glasgow. Two companies based in Glasgow, it has a lot of potential customers, for Shangri-La Hotel is a new opportunity for the development.Threats Economic crisis collapse of three companies and these companies is large customer of Shangri-la Hotel. Recession economic downturn reduced consumers ' willingness to spend, will lower the Shangri-La's customers.Section 4: Different stakeholdersInternal stakeholders are owner, manager and employee.Owner: Owners have the ability to profit-making companies, and ability to develop strategic and tactical direction. The Stewart families are owners. Respectively Sandy Stewart and his wife, their son and their daughter Craig Ailsa.Manager:Managers have responsibility for their implementation; the capacity can be the company's dividend and profit. Also can to use problem-solving skills and wealth of experience. They can get the stability of wages. In the Shangri-la Hotel Ailsa and Craig are managers.Employee: Employee training opportunities, and opportunities for promotion in the company. Staff will affect the quality of enterprises and service. In the Shangri-la Hotel the receptionmanager, accountant, a team of receptionists and maintenance staff are employees.External stakeholders are government, supplier, financer, community and customer.Government ：Government to comply with the legislation to ensure the health and safety of the masses can gain tax. Government is local governmentsSupplier: Supplier is to provide a source of income the company. They want to ensure their payment; therefore, the liquidity of the company is very important. While good relationships are also important. In the Shangri-la Hotel Gordon Meldrum is the supplier. Financer：Financers are responsible for the company's liquidity. Also can determine and influence the terms of repayment and loan period.Community: Provides employment opportunities for local communities and supports local events, participation in local decision-making. United Kingdom the soil Association is the community.Customer: Customers with stability and reliability. Customers want the company to provide high quality products and services. In the Shangri-la Hotel business clients and international visitors are customers.Section 5: Effective control strategyPersonal centralized control One personal is management. In the Shangri-la Hotel Craig is the management he in the kitchen. Craig often communicates with the kitchen staff, to ensure that other employees can understand his approach. And Craig to dinner is a strict requirement.Bureaucratic control Arbitrary rows from the masses have rigid organizational structures and fixed rules and regulations. In the Shangri-la Hotel Craig personally prepared the menu for the restaurant.Output control Shangri-la Hotel staff unit assessment.Ailsa took the initiative to big companies pull customers, to manage the matter to members of the company.Cultural control In the spiritual leadership of the staff, feel their own enterprise culture.In the Shangri-la Hotel they every weekend have free drink for the team to celebrate.I recommend the Shangri-la Hotel with cultural controls. Cultural control can make workers more aware of their corporate culture, so employees can better serve the Shangri-la Hotel.ConclusionI learned not only of the use of personal authoritarianism and atmosphere can lead to depression, affect the quality of service. Reasonable control of culture so that employees understand the cultural background of the enterprise, can better serve the company. Company's departments should work together in order to achieve the company's goals.ReferenceLaurie J. Mullins, Management and Organisational Behavior, Seventh Edition, Financial Times Prentice Hall (2005)Steven L. McShane, Mary Ann Von Glinow, Organizational Behavior, Fourth Edition, McGraw-Hill lrwin。

1. Human Resource Management was introduced as a term to reflect how organisations achieed the best from their employees. It was reconised that the best way to compete in an ever-increasing worldwide market was to have highly motivated people.Human Resource Management refers to the practices and policies you need to carry out the personnel aspects of your management job, specifically, acquiring, training, appraising, rewarding, and providing a safe, ethical, and fair environment for your company’s employee s.2. （1）Human resources management is said to incorporate and develop personnel management tasks, while seeking to create and develop teams of workers for the benefit of the organization.Personnel management is often considered an independent function of an organization. Human resource management, on the other hand, tends to be an integral part of overall company function.Personnel management is typically the sole responsibility of an organization's personnel department. With human resources management, all of an organization's managers are often involved in some manner, and a chief goal may be to have managers of various departments develop the skills necessary to handle personnel-related tasks.a.Emerging of Personnel Management/Social justiceEvolution of Personnel management started in 19th century. During the 19th century’s governments began to feel pressure from the working class masses who started to question and defy the power of the aristocracy. This was called the social reform. The working class began to form workplace combinations and trade organizations to provide a collective voice for their rights. The fist Trade Union Conference held in 1868. The personnel function arises from the work of nineteenth century social reformers.b.Grouth in PM 1914-1939/Human bureaucracyThe exact growth of personnel management started during First World War. Include the supply of welfare officer made mandatory by government and the title labour manager or employment manager came in the year 1920 in engineering industry and other industries where the factories was very importanty to handle absence、recruitment and so on. Second world war increased the importance of having personnel department In the early twentieth century, personnel began to move away from its primary focus on welfare. This was a period in which large-scale industrial organisations began to emerge. Personnel as a specialism started to take shape, with responsibility to look at areas such as organisational design and staffing. Some social scientis ts’ studies promoted the development of PM. For examples: Frederick Taylor and Elton Mayoc.Consent by negotiationDuring the 1950s and 1960s, the personnel function widened its role in organisations to include a bargaining role. Industrial relations became a key personnel role. The statutory duty placed on nationalised industries required them to negotiate with unions representing employees. University courses began to appear for personnel specialists. Personnel management perform different function such as Collective bargaining role, Implementation of legislation role, Social conscience of the business role, Growing performance improvement role.d. Organisation and integrationFrom the early 1980s, the Human Resources Management function is complex and as such has resulted in the formation of Human resource departments/divisions in companies to handle this function. The Human resource function has become a wholly integrated part of the total corporate strategy.Personnel specialists began to develop a closer role in the management of organisations, rather than dealing principally with employee issues on their behalf. The period also saw the growth of personnel as a career, with opportunities to specialise in specific areas. The practitioners of HRM are required to get certification ,such as CIPD.（2）a.Human recource planningHuman recource planning requires the human resource mangement function to ensure that it has in place the right type and number of workers in place at any given time.b.Recruitment and selectionRecruitment and selection are usually considered as one process. However, we will make the distinction here between the initial actions and considerations when planning staff recruitment and the process of selecting an individual from a pool of applicants. Recruitment needs to be carefully planned in order to attract the right type of applicant. Ultimately, this increases the chances of making a suitable selection and appointment. c. Training and DevelopmentMore and more organisations are recognising human capital as their most valuable asset. Retaining the best people in your company requires a comprehensive succession planning policy. In fact, corporate training and development is the solution to enhance the competence and capabilities of your people. Through training and development, you can observe improvements in performance of your workforce in handling their job more effectively. Equipped with the right skills and knowledge, your best people can perform better.d. Employee relationsEmployee Relations involves the body of work concerned with maintaining employer-employee relationships that contribute to satisfactory productivity, motivation, and morale. Essentially, Employee Relations is concerned with preventing and resolving problems involving individuals which arise out of or affect work situations.e. Pay and rewardIt is important for employers to find out what attracts, retains and engages individuals and then explore how best they can meet these needs as well as meeting the requirements of the business within the appropriate legal and regulatory environment. It is crucial that when creating an employer offering, organisations try to ensure that they align their practices to the needs of the business and employees, and integrate the various elements of the reward package so that they support, rather than contradict, one another.f. Performance Management and AppraisalStaff Performance Management is one of the most important functions in human resource management. It provides the context to link individual objectives with departmental targets, thus supporting and facilitating the attainment of departmental goals.Staff performance management can be a very effective management tool when applied properly. It provides staff with clarity of aims and focus on job expectation, motivates staff to perform better, cultivates the desired culture, helps focus on the desired results,improves communication, helps develop staff and helps achieve departmental objectives.g. Job analysisJob analysis is the procedure through which you determine the duties of these jobs and the characteristics of the people who should be hired for them. It include two main part : Job descriptions – what the job entails? Person specifications – what kind of people to hire for the job?Job Analysis: The procedures for determining the duties and skills requirements of a job and the kind of person who should be hired for it .Job description: A list of a job’s duties , responsibilities, reporting relationships, workin g conditions, and supervisory responsibilities. It is a product of the job Analysis.作为一个术语，以反映组织achieed如何从员工的最佳的人力资源管理。

Managing People and OrganizationF84T 34Outcome 2Content1.0 Introduction ——12.0 Motivation theories and their application ——1 2.1 Maslow’s hierarchy of needs model ——1 2.2 Goal theory ——2 2.3 The application of the theories. ——33.0 Two methods to improve job performance and their Suitability ——3 3.1 Quality working life ——4 3.2 Reward ——54.0 The importance of teamwork and team cohesiveness and factors affecting it——5 4.1 the importance of teamwork as a means of improving organizational effectiveness. ——6 4.2 Team cohesiveness and factors affecting it ——61.0 IntroductionThis outcome covers the factors that influence the motivation of both individuals and the groups to perform effectively.In management,we can apply motivation theories to analyze Shangri-La Hotel’s management methods.And we will give information about the methods of stimulating employee and improving their work performance.2.0 Motivation theories and their applicationThe motivation theories are the important basis on which we improve the employee’s work performance.The motivation are divided into content theories and process theories.Content theories explain those specific motivating people at work and put emphasis on the nature of needs and what motives,the relationship between needs,intrinsic rewards and extrinsic rewards.Major content theories of motivationinclude:Maslow’s hierarchy of needs model, Herzberg’s two-factor theory, McGregor’s Theory.Process theories identify the relationships among the dynamic variables of motivation and actions influencing behaviour.They provide a further understanding of motivation from a different approach based on the facts that people are influenced by the expected results of their actions.The main process theoriesincluding:Expectancy-based models, Equity theory, Goal theory.The next i will analyze the application of Maslow’s hierarchy of needs model and Goal theory in Shangri-La Hotel.2.1 Maslow’s hierarchy of needs modelIn the mid 1950s,Maslow looked at human behaviour and how it influences the organization.His hierarchy of human needs identifies that individuals pursue a number of needs in a predictable sequence, the emphasis of which moves from basic to higher needs as satisfaction at a lower level occurs.People have basic needs, for example food and shelter.In an organizational environment,needs also included extrinsic needs :ego needs,social needs,security needs,self-fulfilment needs.There are benefits and values provided by othersSuch as promotion,prise and recognition.So the range of strategies that can be used to improve job performance for Maslow’s hierarchy of needs model:Reward, Achievement,Recognition.The Shangri-La Hotel’s manager apply Maslow’s hierarchy of needs model to motivate their employees.2.2 Goal theoryLocke concluded in the 60’s that employees were motivated by clear goals and appropriate feedback regarding their achievement.A model of how goals can improve performance Goals direct people’s responses,actions,work behaviour and performance,and finally lead to certain consequences or feedback.Goal setting is the process of improving performance with objectives deadlines,or equality standards.The established goal can improve work efficiency.And there are positive feedback on performance. So the range of strategies that can be used to improve job performance for Goal Theory:Reward,Responsibility.The Shangri -La Hotel’s manager also use Goal Theory to improve employees performance.2.3 The application of the theories.Achievement is measuring an individual’s achievement against known guidelines can help job performance.If goals are clear and achievable,with a little effortindividuals will be more likely to succeed.In Shangri -La Hotel use this method to improve employee performance.Ailsa took over as the general manger,then she had plan to the local bank in order to obtain the funding.She also were so hard that the whole hotel had rapidly developed.Finally,the Shangri -La Hotel achieve the 5-star AA award hotel in Glasgow.Participation is to give some people the right to participate incommonly achieving organization’s goals,so it will lead success.In Shangri -La Hotel, 2.Goals motivate by: Directing attention Encouraging effort Encouraging persistence Fostering goal-attainment strategies and action plans 1.Goals need to be Specific Difficult Participant set 3.Improved performance4.Feedback on performanceto achieving the success of the hotel,a reception manager,Antonio,who aims at Improving customer service and cooperating for Ailsa.Besides Craig also insisted that only Saskia and he should have the authority to sign for the meat.3.0 Two methods to improve job performance and their SuitabilityManagement methods can effectively improve people’s workperformance.These methods and means are effective tools for management.The management methods that follow are Quality working life and Reward.3.1 Quality working lifeQuality working life is satisfaction in the working life ,along with efficient methods of working.Flextime allows employees to chose their own arrival and departure times within specified limits.Flextime in Action:The company should allow employee to be Flexible 2-hour arrival range and 2-hour departure range.For example,a employee can go to work at 7:00 A.M. So leaving work is at 3:30P.M. If someone go to work at 9 Clock.And they can leave at 5:30 P.M.Quality Working life is derived from Theory Y which belongs to McGregor’s Theories.Theory Y states that people naturally fond of work, they can manage their time well by themselves.They know that once they have the constraint of goal, they can accomplish the goal well.When they enjoy the freedom of time ,they can generate better motivation.3.2 RewardReward is recognizing the effort,initiative and skills of the worker.Reward is derived from Maslow’s Hierarchy of needs.Reward can be divided into intrinsic reward and extrinsic reward.And it status gives little satisfaction to a person desperate for food or shelter.It demonstrate that money alone is not enough,and indeed as basic and safety needs become satisfied people are likely to concentrate their attentions on social and ego needs.In Shangri-La Hotel,all staff not only gaining salary from the hotel,but also they were recognized in work and other people.Craig always provided free drinks for the team to celebrate,and they always enjoyed together.These people can communicate with others and gain the friendship and participle the organization.4.0 The importance of teamwork and team cohesiveness and factors affecting itOrganization arrange their workforce into groups of people who work together for a common purpose or goal but who each have their own jobs to do.Such groups are usually referred to as teams .Team can improve people management and work efficiency and are an important management tool.Its core is team cohesion.4.1 the importance of teamwork as a means of improving organizational effectiveness.High performing teams can be characterized as those in which people understand objectives,goals,skills,interrelationships,as well as their own personaljob.Therefore,teamwork can increase corporate competitiveness by:improving productivity, enhancing quality, encouraging innovation, increasing motivation and commitment.Why are the teamwork able to play these important roles in organization?According to Tuckman’s Five-Stage Theory of group development,it status that people form a team for a common purpose and have conflicts because of their different interest demands.Then they make rules to limit others’ interests and finally take unified actions.This effectively looks at taking advantage of each person’s strengths and avoiding their weakness ,so that the team is more productive than the individual. There are five stages in the Tuckman’s theory:Forming Storming Norming performing AdjouringPeople discard their weakness and retain their strengths in the team,so they create greater value.In Shangri-La Hotel ,Ailsa had a conflict with Craig in the storming stage.But Ailsa made an agreement with Craig and then set up a series of rules to run the company together in norming stage.So they let the team produce much efficiency.4.2 Team cohesiveness and factors affecting itCohesion is the invisible bond that links members of a team together.Evidence suggests that highly cohesive teams are more productive and better at meetingobjectives.In Shangri-La Hotel ,there are three factors affecting the team cohesiveness.Poor communication:Craig also insisted that only Saskia and he should have the authority to sign.But this often irritated Ailsa who, as the General Manager of the Hotel,felt had the necessary experience to check it.And it led poor communication between Ailsa and Craig.Lack listening:Craig often run his way when the waiting staff offered suggestions on how to deal with these problems.So,Craig lack listening by their staff.Lack participation:Craig thought the all kitchen thing depend on his decision,but Saskia felt she would be allowed to be more creative,and lack participation in kitchenReference1.（SQA 2013)/ Managing people and Organizations (fouredition)/Beijing/China Modern Economic Publishing House p1182.（SQA 2013)/ Managing people and Organizations (fouredition)/Beijing/China Modern Economic Publishing House p1313.（SQA 2013)/ Managing people and Organizations (fouredition)/Beijing/China Modern Economic Publishing House p1444.（SQA 2013)/ Managing people and Organizations (fouredition)/Beijing/China Modern Economic Publishing House p147。

I ntroductionThe main content of this report describes the difficulties faced by the A G Bell Ltd. in High town and the solutions. How to solve the problem of human resource management.This report is divided into three main parts. The three main parts are policy statement the main body of the training and strategy responsibilities for training at AG Bell Ltd Training and developing the workforce is important in company.Section 1: policy statement1.Policy StatementA G Bell Ltd. is provide 24/7 call center services. The company provides services to customers by high level of service and high technology applications. The company’s structure is flat organization structure. The department of the company is made up of teams. The company's less hierarchy is conducive to communication between organizations, Inter Organizational Communication is conducive to the development of the company and to avoid mistakes in the work.The company’s organization wants to recruit 40 new employees in High Town. The company will relocate to larger premises for the next two months. The recruitment and training of employees is very important. The company carries on the personalized training to the staff, to be trained by the company staff to improve work efficiency to meet the needs of the company. The company recruitment is diversified. The company recruiting vulnerable groups. The company give attention to vulnerable group of employees. Employees contribute to the organization through training.2.The main body of the Training StrategyA.the nature of AG Bell LtdAG Bell Ltd.’s vision is provides services to customers by high level of service andhigh technology applications. Customers are satisfied with the service from AG Bell Ltd. AG Bell Ltd development to get more market share. The company’s structure is flat organization structure. The company’s recruitment is distinctively, Ltd. AG Bell Ltd. will recruits staff from a disadvanged group, it is very important for the company to train the staff from a disadvanged group.B.the commitment and the contributionCommitment:AG Bell Ltd. come to High Town to face a lot of difficulties. The difficulties includes local economic decline, local employment rate is low and laborer’s skills is low. But AG Bell Ltd. to overcome these difficulties. The company training staff to improve skills and work efficiency. The company is committed to the fair treatment of each employee. The company encourage every employee to work better. The good performance of the staff is good for the organization to achieve the goal and profit maximization.Contribution: The AG Bell Ltd. has made a lot of contributions to the society. AG Bell Ltd. will recruits staff from a disadvanged group. AG Bell Ltd. helped High Town down the unemployment rate. The company helped d isadvanged group’s ease the burden on the family. Companies can open lectures and psychological counseling to help disadvanged group overcome psychological barriers. The Company can strengthen exchanges and cooperation between employees. The company's good reputation is good for the company to get the customer's satisfaction and more market share.Section 2: The main body of the training strategyA.the major issues of AG Bell Ltd.AG Bell Ltd. will face a lot of difficulties in the next two years. AG Bell Ltd. wants to recruit 40 new employees in High Town. High proportion of traditional industries in High Town, so High Town employee has no experience in call center services.AG Bell Ltd. concerned about disadvantage groups. AG Bell Ltd. recruitment has a characteristic, recruit staff from disadvantage groups. They may have psychological barriers. Staff from disadvantage groups may have an inferiority complex and they may not be willing to communicate with their colleagues. They need equal treatment and training.High Town’s local economic downturn. The unemployment rate of High Town’s traditional manufacturing industry is low. So the skills of the unemployed workers are low. The company takes a long time to train the staff.B.Training needsAG Bell Ltd. moved to High Town five years ago. AG Bell Ltd. needs to have a familiar process in High Town. The contents of AG Bell Ltd. training staff include personal team leadership; information technology; safety and health knowledge; Fluent communication skills.C.Resource implication of training needsAbout health and safety training and customers service training both of training for organizational group and individual. The organizational short-term training includes to understand the local cultural environment and lecture of employee psychological enlighten, organizational medium to long-term training includes cultivate customer loyalty and to update employee benefits policy. Group’s short-term training includes familiar with work flow training and the training of the employees are familiar with each other. Group’s medium to long-term training includes training for group leader; and improve the training of group work efficiency. Individual short-term training includes job skills training and mental health training Individual medium to long-term training includes the training of employees' loyalty to the company and training of employees' benefits and features.Section 3: responsibilities for training at AG Bell LtdA.ManagerManager analyzed the company's performance and achievements. Managersupports an employee who works hard.B.Team leaderTeam leader has different training for different job roles.C.Training professionalsTraining professional’s organization design training and development strategy.Training professionals designed and produced materials for training.D.IndividualDetermine individual training needs.ConclusionWith the help of human resource management, the company has solved many problems about training. A G Bell Ltd. has a good social reputation. A G Bell Ltd. is concerned about the vulnerable groups. A G Bell Ltd. helped to lighten the burden of society. Wish A G Bell Ltd. a better and better development.R eferenceHallier, J. and Butts, S. (2000) ‘Attempts to advance the role of training: process and context’, Employee Relations, Vol. 22, No. 4, pp. 375-402.King, N. (1994), ‘The qualitative research interview’, in Cassell, G., Symon, G. (Eds), Qualitative Methods in Organisational Research, Sage Publications, London.。

HND人力组织管理outcome2HND人力组织管理outcome21. Introduction 22. Assessment . 2 2.1 Motivation and assess their applicability . 63. Conclusion .. 7 1 1. Introduction A munity teams staff and management of the munity, each member of the rational utilization of knoledge and skills to ork together, to solve the problem, so as to achieve a mon goal. The best they have mon hobbies and interests, in cooperation at the same time can be tice the result ith half the effort to plete the task. 2. Assessment 2.1 Motivation and assess their applicability a. Herzberg 2-factor theory：To-factor theory by American psychologist Herzberg developed. Hygiene Factors，It includes salary, holiday, pension rights, health, level regulation and pany policy and orking stability; For example: hen the pany in establishing Scotia Airays , they clearly kno that business travel is a lucrative potential industry, they started to appoint experienced manager team, the pany each department agree to market positioning in the aviation market; This shos the pany doing ell for regulatory levels; Scotia Airays have a very good job stability, hich is one of the key to the success of the pany, such as: Scotia Airays has had been able to retain the same management team that ere brought to the business in 1996. The vast majority of the staff has also remained ith the business as it has gron through the years. Motivators：Another is the motivators, this theory includes: praise, recognition and opportunity for personal groth; Incentive can make people produce factors of job satisfaction is closely related to the content of the factors, improving such factors ill create job satisfaction, lack of, make staff produce not satisfied”. In recent years, the pany because of the service level of ascension, meet the regulationsfor consumer demand has obtained the reputation, the idely praised by the public. For example, It 2 has developed a reputation for its strict adherence to the UK civil aviation standards, the level of service provision It offers over and above the minimum consumer travel protection schemes and its proactive role in identifying and meeting customer needs. The corporate culture of trust beteen managers and employees to build, the corporate culture ill enhance ork efficiency; improve business efficiency, affecting every employee. This culture is devoted to Executive, Rosa Dallevic set up and in the various departments to establish a great orking relationship. b. The concept of equity theory：By the American psychologistJohn Stark Adams in 1965. Causes of equity and inequity identified link ith case concluded: Scotia ill undoubtedly have a major impact upon employees and their perception of the balance beteen effort and reard must be carefully monitored to ensure a sense of fairness is felt by all employees. The management to strengthen the supervision of staff and take effective the equity of the management control, so to ensure that every employees ork and payment balance. As a manager should be aare that the staffs ork enthusiasm is not only related to personal ine and the staffs are equity remuneration distribution is more closely. 2.2 summaries methods According to Scotia Airays management, I summarized the folloing point of vie, can be implemented to improve performance and prove that provide added value for organizations. Teamork: In this team, beteen the person and persons dependence is very close, the enterprise culture to establish trust beteen managers and employees, the corporate culture ill enhance the ork efficiency, increase the benefit, affecting every employee. This culture is the Chief Executive,Rosa Dallevic, and in various departments to establish a good orking relationship, so as to form a relatively strong collective, very petitive, overes the limitations of individual is unable to plete. Collaboration is the core of there. A small group of collective by 3 plementary mutual members in each others ay, able to strict management itself, hich makes it easier to handle the problem. Authorization: authorization can be subordinate respect, but also conducive to play a subordinate ones ability and cleverness, also can reduce his orkload, improve ork efficiency; give employees a certain rights, it’s give full play to make the customer reception staff. Job rotation: it allos employees to avoid ork monotonous, boring and a series of negative feelings, appropriate to add a bit of fresh, increase color, rotation can increase the degree of understanding of the panys employees, hich ill offer certain responsibilities, play a role in encouraging. For different personalities, give different occupation planning, such as: good munication, Ill bring him assigned to the purchasing department be scanty of ords, such as personality, I ill arrange his financial department. Training: this ill directly improve the skill level of employees and their ork efficiency. Target setting: the SMART foundation for the theory is established, both to develop team ork goals or employee performance objectives must meet the above principles, the five principles are indispensable. The process of making process is its capacity increasing, the manager must and staff together in the process of making high performance goals of improving performance ability. 2.3 achievement and identify a. Why is it important to team ork, because it provides structure, it promotes motivation, it promotes co-ordination; According to the case description: Akey driver 4 of the success of Scotia Airays is the management agrees out the targets ith middle and junior managers and staff, and allos the operational planning to be determined by those managers and employees then populate the details into the plan. The pany is a structure posed of four departments: the superior managers, middle managers junior managers and ordinary employees, reasonable distribution of the ork, the efficiency is raised. According to the case: One of the main strengths of Scotia Airays has been its ability to ork successfully ithin the regulatory frameorks of the aviation industry. b. Could improve situation by positive effects on： .Improve the quality of service, according to the case: Scotia Airays offers several value added services, to the as, valets to assist the passengers in boarding the plane, gourmet meals and a range of the in - flight services and entertainment. .Improve thedecision-making，according to the case: Scotia Airays has made up of five planes deployment; the managers can make positive changes in market demand and quick response. In vie of the European Union and Britain loosened controls on aviation license terms, Scotia Airays of great opportunities in the future. Executives and mid-level and staff reached an agreement on the output target, they all agreed to let managers and employees decided on a plan of action, team ork by coordination to confirm a target as the center, improve the accuracy of the decision. . Staff development: team ork like a ne orld, a alone like a tunnel vision for a long time, according to the case: Scotia Airays currently employs executives and managers in the marketing, finance, HR and flight operations ith the operational and administrative staff ithin each department. Rosa Dallevic is in overall charge, assisted by its ehrs long - term colleague, Azim Ishtiaq. She has also employed the samepersonal assistant, Katrin Wright, since She joinedScotiaand this from from promote consistency and continuity. c.Possible costs could include: The cost of training, in order to improve the staffs production efficiency, discontent surrounding the roles and responsibilities, a team is not many people ill be satisfied ith their jobs, often can produce dispute. Conflicting personal objectives and the 5 need for supervision strengthen supervision and increase my cost. According to the case: in staffing levels in recent years, the pany increased spending on investment and capital budget, and This has include the identification of potential implications for organizational objectives, goals and policies, as ell as the essential more that that ill be required to ensure the business remains viable. Understandably, many of the orkforces are anxious about the expansion and the possible risk and uncertainty it could bring. 2.4Impact upon team cohesion and performance potential 1. Participation: participation is the core of the team cohesion, if a team participation is not enough, so the efficiency of the hole team ill drop significantly. A key driver of the success of Scotia Airays is the management agrees out the targets ith middle and junior managers and staff, and allos the operational planning to be determined by those managers and employees then populate the details into the plan.2. Communication: due to the lack of munication beteen people, beteen the departments and munication, often encounter some friction, contradiction and conflict, misunderstanding. This ill affect the efficiency of the organization, make the enterprise is difficult to form cohesion, artificial cost of internal friction increases, even led to the deaths of the enterprise. Therefore, the one of the main content of enterprise culture construction is to enhance munication. Themanagement teams ithin Scotia have orked meticulously in planning and evaluating their services to ensure that the customer focus is the primary driver of business success. The satisfaction of the interests of the stakeholders involved in Scotia Airays has then of Paramount importance to Rosa, and at times hen about decisions have had be seems, she has alays had a strong and decisive manager. 3. Team objective: The team objective is like a persons eyes, and it can allo the team to find direction, save a lot of valuable time. According to the case: Scotia Airays aspires to mark its international presence, by introducing flights to major European tourist destinations, as ell as expanding to major business centers in 6 Eastern Europe and the Middle and Far East. The airlines international flights ill only use the custom built ide bodied aircraft, and he not offer pa class travel. 3. Conclusion Through this report, I understand that as a manager, must make it clear in the object management is the people, things, objects, focal point and core of all human. And the management efficiency of the objective factors in addition to the rules and regulations, there is one very important point is the subjective factor, the managers and the superior and subordinate to have good munication. As long as e can establish good munication and relationship ith superiors and subordinates, in the ork ill gradually form the cooperation ork.。