MTM-3: MANAGEMENT PERSONNEL IN TOURISM

(TUTOR MARKED ASSIGNMENT)

Course Code: MTM-3
Total Marks: 100 Assignment Code: MTM-3/TMA/2013

Note: This TMA consists of two parts.

Part I consists of two questions out of which you have to attempt any one. The question carries 25 marks and
should be answered in about 700 words.
Part II consists of ten questions. Attempt any five in about 500 words each. Each question carries 15 marks.
Send your TMA to the Coordinator of your Study Centre.

PART – I

1) What do you understand by personnel management? Discuss the objectives of personnel

management. 25
OR

2) What do you understand by Induction? Describe the importance of Induction process.

25
Ans: Induction programs should be structured to ensure that each employee receives the
information they require when they start work. Some organisations have a documented induction
process that includes induction manuals and copies of relevant policies and procedures.

It is important to ensure that you are aware of your organisation's induction process before new
employees start. By inducting your employees properly you will find that they contribute more
effectively to your team.

Each induction program should be specific to the needs of the organisation and the new
employee. However, the following is usually covered in an induction program:

 Introduction to team leader or direct manager

 Performance standards and expectations of new employee

 Work times

 Introduction to team members

 Team roles and responsibilities

 Introduction to other employees

 Organisational chart
  Layout of office(s)

 Security issues and access to the office

 Safety procedures

An effective induction process helps ensure that employees:

 Become productive more quickly

 Understand the organisation's policies and procedures

 Understand the performance standards of the job

 Stay with the organisation (reduced turnover)

 Understand the health and safety issues relating to their workplace

 Understand the organisational culture

PART – II

1) What do you understand by Recruitment? Discuss the methods of recruitment. 15

Ans: Recruitment refers to the process of attracting, screening, selecting, and onboarding a
qualified person for a job. At the strategic level it may involve the development of an employer
brand which includes an 'employee offering'.

The stages of the recruitment process include: job analysis and developing a person
specification; the sourcing of candidates by networking, advertising, or other search methods;
matching candidates to job requirements and screening individuals using testing (skills or
personality assessment); assessment of candidates' motivations and their fit with organisational
requirements by interviewing and other assessment techniques. The recruitment process also
includes the making and finalising of job offers and the induction and onboarding of new
employees.

Depending on the size and culture of the organisation recruitment may be undertaken in-house
by managers, human resource generalists and / or recruitment specialists. Alternatively parts of
all of the process might be undertaken by either public sector employment agencies, or
commercial recruitment agencies, or specialist search consultancies.

Recruitment is a process of searching for prospective employees and stimulating them to apply
for jobs.
Companies can adopt different methods of recruitment for selecting people in the company.
These methods are:

1. Internal sources

2. External sources

The sources can be further explained with the help of following diagram:

Internal Sources of Recruitment

Internal sources of recruitment refer to obtaining people for job from inside the company. There
are different methods of internal recruitment:

1. Promotion

Companies can give promotion to existing employees. This method of recruitment saves a lot of
time, money and efforts because the company does not have to train the existing employee. Since
the employee has already worked with the company. He is familiar with the working culture and
working style. It is a method of encouraging efficient workers.

2. Departmental examination

This method is used by government departments to select employees for higher level posts. The
advertisement is put up on the notice board of the department. People who are interested must
send their application to the HR department and appear for the exam. Successful candidates are
given the higher level job. The method ensures proper selection and impartiality.

3. Transfer

Many companies adopt transfer as a method of recruitment. The idea is to select talented
personnel from other branches of the company and transfer them to branches where there is
shortage of people.

4. Retirement
Many companies call back personnel who have already retired from the organization. This is a
temporary measure. The method is beneficial because it gives a sense of pride to the retired when
he is called back and helps the organization to reduce recruitment selection and training cost.

5. Internal advertisement

In this method vacancies in a particular branch are advertised in the notice board. People who are
interested are asked to apply for the job. The method helps in obtaining people who are ready to
shift to another branch of the same company and it is also beneficial to people who want to shift
to another branch.

6. Employee recommendation

In this method employees are asked to recommend people for jobs. Since the employee is aware
of the working conditions inside the company he will suggest people who can adjust to the
situation. The company is benefited because it will obtain.

External Methods/Sources of Recruitment

External sources of recruitment refer to methods of recruitment to obtain people from outside the
company. These methods are:

1. Management consultant

Management consultant helps the company by providing them with managerial personnel, when
the company is on the look out for entry level management trainees and middle level managers.
They generally approach management consultants.

2. Employment agencies

Companies may give a contract to employment agencies that search, interview and obtain the
required number of people. The method can be used to obtain lower level and middle level staff.

3. Campus recruitment

When companies are in search of fresh graduates or new talent they opt for campus recruitment.
Companies approach colleges, management, technical institutes, make a presentation about the
company and the job and invite applications. Interested candidates who have applied are made to
go through a series of selection test and interview before final selection.

4. News paper advertisement

This is one of the oldest and most popular methods of recruitment. Advertisements for the job
are given in leading news papers; the details of the job and salary are also mentioned. Candidates
are given a contact address where their applications must be sent and are asked to send their
applications within a specified time limit. The method has maximum reach and most preferred
among all other methods of recruitment.

5. Internet advertisement

With increasing importance to internet, companies and candidates have started using the internet
as medium of advertisement and search for jobs. There are various job sites like naukri.com and
monster.com etc. candidates can also post their profiles on these sites. This method is growing in
popularity.

6. Walk in interview

Another method of recruitment which is gaining importance is the walk in interview method. An
advertisement about the location and time of walk in interview is given in the news paper.
Candidates require to directly appearing for the interview and have to bring a copy of their C.V.
with them. This method is very popular among B.P.O and call centers.

2) Why is training needed in an organisation? Discuss on the job training methods.

15
Ans: Training your employees do have a significant role in modern business era. Not just to equip
them with latest tools your company has implemented, there is a lot more to it.I have sorted
down them in a list. This is a must read if you employ or mean to employ in future atleast
one person.

Training your employees is important because:

1. Rapid technological innovations impacting the workplace have made it necessary for
people to consistently update their knowledge and skills
2. People have to work in multidimensional areas , which usually demand far more from
their area of specialisation.
3. Change in the style of management.
4. Due to non-practical collage education.
5. Lack of proper and scientific selection procedure.
6. For career advancement.
7. For higher motivation and productivity.
8. To make the job challenging and interesting
9. For self and development
10. For employee motivation and retention
11. To improve organisational climate
12. Prevention of obsolescence
13. To help an organisation to fulfil its future manpower needs.
14. To keep in pace with times
15. To bridge gap between skills requirement and skills availability
16. For survival and growth of organisation and nation
With on the job training, employees receive training whilst remaining in the workplace.

The main methods of On-The-Job training include:

 Demonstration / instruction - showing the trainee how to do the job

 Coaching - a more intensive method of training that involves a close working
relationship between an experienced employee and the trainee
 Job rotation - where the trainee is given several jobs in succession, to gain experience of
a wide range of activities (e.g. a graduate management trainee might spend periods in
several different departments)
 Projects - employees join a project team - which gives them exposure to other parts of
the business and allow them to take part in new activities. Most successful project teams
are "multi-disciplinary"

The advantages and disadvantages of this form of training can be summarised as follows:

Advantages
Generally most cost-effective
Employees are actually productive
Opportunity to learn whilst doing
Training alongside real colleagues
Disadvantages
Quality depends on ability of trainer and time
available
Bad habits might be passed on
Learning environment may not be conducive
Potential disruption to production

The main methods of Off-The-Job training include:

1. Lecture

In lecture method trainers used to communicate with spoken words which they want the trainees
to learn, it is primarily one way communication of learned capabilities from trainer to audience.
Lecture method is a popular training methods despite of advanced new technologies such as
interactive video and computer assisted instruction, it is least expensive and least time
consuming way to present large amount of information efficiently in organized manner. It can be
employed with large groups of trainees, it also supports other training methods like behavior
modeling and technology based techniques.

2. Audio Visual Techniques

Audio visual instruction includes overheads, slides and video. Video can be used for improving
communication skills and customer service skills, it can also illustrate how procedures can be
followed. Video is rarely used alone, it is normally used along with lectures to show trainees real
life experiences and examples.

3. Simulations
It represents real life situations regarding trainees decisions resulting in outcomes that reflects
what would happen if they were on the job. Simulations allow trainees to see impact of their
decisions in an artificial, risk free environment. It is used to teach production and process skills
as well as management and interpersonal skills. Simulation closely mimics work environment.
Simulators replicate the physical equipment that employees use on the job.

4. Case Studies

This method involves studying cases from all perspectives, analyzing the various options
available to the company for solving problems or address issues and arriving at most suitable
answers. Trainers develop a habit of looking at problems from various perspectives and hence
their decisions as managers will be more realistic and based on sound study and analysis.

5. Role Play

The trainees act out a given role as they would in a stage play. Role players are informed of a
situation about the respective roles that they have to play. Role playing basically covers topics
such as employee-employer relationships, hiring, firing, conducting a post-appraisal interview.

6. Business games

This method requires trainees to gather information, analyze it and make decisions. Business
games are primarily used for management skill development. Games stimulate learning because
participants are actively involved and because games mimic the competitive nature of business.
The type of decisions that participants make in games may include all aspects of management
practice I.e labour relations, ethics, marketing and finance.

3) What do you understand by Maslow’s need Hierarchy? 15

Ans: Abraham Maslow (1954) presents a hierarchy of needs model which can be divided into
basic (or deficiency) needs (e.g. physiological, safety, love, and esteem) and growth needs
(cognitive, aesthetics and self-actualization). 

One must satisfy lower level basic needs before progressing on to meet higher level growth
needs.  Once these needs have been reasonably satisfied, one may be able to reach the highest
level called self-actualization.

Every person is capable and has the desire to move up the hierarchy toward a level of self-
actualization.  Unfortunately, progress is often disrupted by failure to meet lower level needs.
Life experiences including divorce and loss of job may cause an individual to fluctuate between
levels of he hierarchy.

Maslow noted only one in a hundred people become fully self-actualized because our society
rewards motivation primarily based on esteem, love and other social needs.
1. Biological and Physiological needs - air, food, drink, shelter, warmth, sex, sleep.

2. Safety needs - protection from elements, security, order, law, limits, stability.

3. Belongingness and Love needs - work group, family, affection, relationships.

4. Esteem needs - self-esteem, achievement, mastery, independence, status, dominance, prestige,

managerial responsibility.

5. Self-Actualization needs - realizing personal potential, self-fulfillment, seeking personal

growth and peak experiences.

4) Discuss the different types of motivation. How is it different from morale?

15

Ans: Motivation is generally defined as the force that compels us to action. It drives us to work
hard and pushes us to succeed. Motivation influences our behavior and our ability to accomplish
goals.
There are many different forms of motivation. Each one influences behavior in its own unique
way. No single type of motivation works for everyone. People’s personalities vary and so
accordingly does the type of motivation, that is most effective at inspiring their conduct.

Types of Motivation
Incentive
A form of motivation that involves rewards, both monetary and nonmonetary is often called
incentive motivation. Many people are driven by the knowledge that they will be rewarded in
some manner for achieving a certain target or goal. Bonuses and promotions are good examples of
the type of incentives that are used for motivation.

Fear
Fear motivation involves consequences. This type of motivation is often one that is utilized when
incentive motivation fails. In a business style of motivation often referred to as the, “carrot and
stick,” incentive is the carrot and fear is the stick.

Punishment or negative consequences are a form of fear motivation. This type of motivation is
commonly used to motivate students in the education system and also frequently in a professional
setting to motivate employees. If we break the rules or fail to achieve the set goal, we are
penalized in some way.

Achievement
Achievement motivation is also commonly referred to as the drive for competency. We are driven
to achieve goals and tackle new challenges. We desire to improve skills and prove our competency
both to others and to ourselves. Generally, this feeling of accomplishment and achievement is
intrinsic in nature.

However, in certain circumstances be motivation for achievement may involve external

recognition. We often have a desire or need to receive positive feedback from both our peers and
our superiors. This may include anything from an award to a simple pat on the back for a job well
done.

Growth
The need for self-improvement is truly an internal motivation. A burning desire to increase our
knowledge of ourselves and of the outside world can be a very strong form of motivation. We seek
to learn and grow as individuals.

Motivation for growth can also be seen in our yearning for change. Many of us are wired by our
personality or upbringing to constantly seek a change in either our external or internal
environment or knowledge. We view stagnation to be both negative and undesirable.

Power
The motivation of power can either take the form of a desire for autonomy or other desire to
control others around us. We want to have choices and control over our own lives. We strive for
the ability to direct the manner in which we live now and the way our lives will unfold in the
future.
We also often aspire to control others around us. The desire for control is stronger in some people
than others. In some cases, the craving for power induces people to harmful, immoral, or illegal
behavior. In other situations, the longing for power is merely a desire to affect the behavior of
others. We simply want people to do what we want, according to our timetable, and the way we
want it done.

Social
Many people are motivated by social factors. This may be a desire to belong and to be accepted by
a specific peer group or a desire to relate to the people in our sphere or in the larger world. We
have an innate need to feel a connection with others. We also have the need for acceptance and
affiliation.

A genuine and passionate desire to contribute and to make a difference in the lives of others can be
another form of social motivation. If we have a longing to make a contribution to the world around
us, it is generally a sign that we are motivated by social factors.

The real importance of understanding the different types of motivation is in our ability to
determine which form of motivation is the most effective for inspiring the desired behavior in
either others or ourselves. None of these styles of motivation is inherently good or bad, the
positive or negative outcome is truly determined by the way they are used.

Though motivation and morale are closely related concepts, they are different in following ways:

1.While motivation is an internal-psychological drive of an individual which urges him to behave

in a specific manner, morale is more of a group scenario.

2.Higher motivation often leads to higher morale of employees, but high morale does not
essentially result in greatly motivated employees as to have a positive attitude towards all factors
of work situation may not essentially force the employees to work more efficiently.

3.While motivation is an individual concept, morale is a group concept. Thus, motivation takes
into consideration the individual differences among the employees, and morale of the employees
can be increased by taking those factors into consideration which influence group scenario or total
work settings.

4.Motivation acquires primary concern in every organization, while morale is a secondary

phenomenon because high motivation essentially leads to higher productivity while high morale
may not necessarily lead to higher productivity.

5.Things tied to morale are usually things that are just part of the work environment, and things
tied to motivation are tied to the performance of the individual.

5) What do you understand by cases planning? What are the advantages of cases
planning? 15

6) What do you understand by promotion policy? Why is it necessary in an organisation? 15

Ans: A set of rules and guidelines set forth by a company or organization that outlines how
employees are to interact with potential customers in the promotion of a good or
service. The promotion policy helps the company keep control of the message it is
sending about the good or service, as well as to dictate appropriate actions that
employees can take when dealing with outside personnel. For example, a
pharmaceutical company could have a promotion policy that its field representatives
must adhere to when they meet with doctors to promote a drug. See also promotional
strategy.
It is necessary in an organization as:

1. The intent of the policy is clearly communicated.

2.The policy is consistent with the philosophy and values of top management.

3. The scope of the policy, such as coverage by geographic region, employee groups, and
so forth, is clearly articulated.

4.Employees' responsibilities and opportunities for development are clearly defined.

5.Supervisors' responsibilities for employee development are clearly defined.

6. Procedures are clearly described, such as how employees will be notified of openings,
time deadlines and data to be supplied by the employee, how requirements and
qualifications will be communicated, how the selection process will work, and how job
offers will be made.

7.Rules regarding compensation and advancement are included.

8. Rules regarding benefits and benefit changes as they relate to advancement are included.

7) What are the different types of counselling? What are the skills and techniques
needed for counselling? 15

8) What do you understand by grievance? Explain the steps in grievance handling. 15

9) What are the objectives of labours welfare? Mention the statutory welfare
precession. 15

10) Discuss the position of women in tourism. 15