CHAPTER 5 MICE Management Learning Outcomes At the end of the chapter, you should be able to: 1. . define management; 2. explain the main functions of management; 3. describe the steps to follow in choosing an organizational structure; ; 4. discuss the three types of plans which are éssential for an event; 5. explain the importance of motivation in MICE management; 6. describe the different methods of communication; 7. discuss the communication process; 8. clarify the importance of creativity in MICE management; 9. explain the different steps in problem-solving; 10. describe the other management concepts that are relevant to MICE management; and At. discuss the different steps in resolving, crises. : Meaning of Management The dictionary. defines management as getting things done through \ effective people and efficient processes. Peter F. Drucker defines a manager as “one who has the task of creating a true whole that is larger than the sum of «its parts; a productive entity that turns out more than the sum of the resources "put into it” “70 Scanned with CamScannerGood management is the key to a successful MICE organization!/The Main Functions of Management In studying management, it is important to examine its principles or functions that are very relevant to organizing events. The following are its main functions: ~ 1. Organizing : 2, Planing : 3. Motivating 4, Communicating 5. Creating 6. Controlling N S Problem-solving : Organizing 4 Organization is the way in which ideals and aims are turned into reality. The focus of any organization must be to achieve the necessary action through its personnel. There are several steps to follow in choosing an organizational 1. Define the aims and objectives of the project 2.” Analyze the background situation in which the event has to be achieved ; \ 71 Scanned with CamScannerHaving chosen the organizational layout, the various tasks should be allocated to each section. Nothing should be left unassigned. The’size of the ‘structure will depend on the level, complexity, and nature of the event. The _ structure may be formulated in a chart. A large event may require a more detailed chart. Examples of a simple organizational structure and a more complex organizational structure are shown in Figures 5.1 and 5.2. After establishing the overall structure for the event, specify the detailed task for each individual or group involved (Figure 5.2)./Explain the WET Finance aT Cr PN CEC) Transport ia] Figure 5.1 Scanned with CamScannercommittee shy Pr ld ISIS eT Tunis Finance CoS BEcUny Lag | ul a Teor l Spectators ) Participants ) Ci) Colt) ) Guests ) Advertising ) Ge Figure 5.2 E Uilige (ult) l Planning : 3 ‘Planning is the process of setting goals and deciding on the best _ approach to achievé them. Careful planning is essential to successful events. Things do not happen by accident; they are produced by effective planning. Careful planning is vital because it decreases uncertainty, eliminates wasteful effort, and produces unity of purpose. There are(three/types of plans which should be produced for an event. : 1. Strategic plans direct an organization toward its overall objectives and consider the major influences—political, economic, 2. Specific plans are designed to achieve specific objectives suchas ‘budget estimates, resource production, and promotion plans. 3. ‘Administrative, organizational, and structural plans explain how ‘the objectives will be achieved. Motivating , In any demanding work situation, it is/important t6 Keep. the’ staff motivated and interested. Special effort is necessary to keep motivation high 73 Scanned with CamScannerbecause events demand an extraordinary commitment from every individual concerned. The MICE leader should know how to motivate his or her employees. The MICE leader should try his or her best to fulfill their individual and group needs. A good example of motivation is public recognition, especially in a local . event. Giving sinall rewards such as free meals and free t-shirts help motivate people and increase their productivity. Communicating Communication is “the giving, receiving or exchange of information so that the material communicated is completely understood by everyone concerned and that appropriate action follows (Watt, p. 59).” Effective communication is necessary to produce good coordination and efficient organization. The following are the aims of communication: 1. To transmit a message 2. To have the message accepted 3. To guarantee understanding 4. To attain correct action 5. To give and receive information. If these objectives are not achieved, maybe the message is not effective. For events, itis vital thatnecessary actions are completed toimplement the event. There are several methods of communication, namely verbal communication, visual communication, and electronic communication. Verbal communication is important but should not be overused. Nonverbal communication consists of body gestures, facial expression, eye- contact,and personal appearance. If used appropriately, it can help bring.about good relationships. Written communication is the most common in MICE management, but itis often used ineffectively. Paperwork should be minimized because it is time-consuming to read and write. Visual communication is becoming popular. Videos are used for product promotion and staff training. 74 Scanned with CamScannerAn effective logo communicates a message and helps in the success of an event. Visual communication also helps to generate and retain interest among, _ the staff members. Electronic communication is the most modern method of ‘communication. Examples are computers, email, Internet, fax, and mobile phones: They are very beneficial to MICE management because events often take place in a big location or in several locations that are far apart. After selecting the method of communication, effective lines of communication must be established within an organization. They may be’ formal or informal. When information is transferred, it should result in correct “understanding and appropriate action. Thus, the information should be clear, concise, courteous, correct, complete, and correctly directed. The process of communication is shown in Figure 5.3. Cy By what means? Te ees Canta I) xx) =) = 5.3 Scanned with CamScannerCreating Creating is the ability to produce an original idea or thought through the use of imagination. A good MICE manager should be equipped’ with innovative thinking skills that will help create an interesting event based on the needs of the client. He or she should be able'toilink together'suitableideas to achieve the objectives in an innovative and encouraging manner. Controlling Controlling is monitoring the performance of systems ‘and resources. . Control is ‘a management function which checks whether what is supposed to happenis happening oris going tohappen. It isa vital part of MICE management because it is necessary for things to actually happen, not just promised to happen. Control systems must be established in the planning stages of an event to find out if the objectives are achieved within the prescribed timetable. The following are the four stages of effective control: 1. Plan,what you intend to.do 2. Measure what has been done 3. Compare achievements with the blueprint 4. Take action to correct anything that is not as it should be Problem-solving Problem-solving is an important skill for people who are working on événts, Problems will always exist.(A positive, innovative thinker is needed to solve them. Problem-solving has different stages, namely: 1. ‘obtain the facts; 2. specify the objectives; 3. identify the problem; 4. formulate alternative solutions; 5.. select the best solutions; 76 Scanned with CamScannerOther Management Concepts Bae 5 » There are other management concepts ‘that. are relevant: to MICE management. These are (decision-making, ‘team ‘building, delegation, leadership, staff appraisal and training, authority, responsibility of power, and crisis management. ‘Decision-making (organization. Decision-making involves the asseésni@nt aid inplementation of "possible strategies. In an event, it is better to use democratic decision-making, and involve as many people as possible. It is advisable to use the collective Team Building ‘ ; ; Team building is the ability of an organized group of people to, work (together good | MICE manager should. exert effort to, build his.or her team. . Unity of purpose and cooperation are. necessary. to, attain, success’ in a management. Formal training, informal meetings, group decision-making, an: the involvement of the’staff (paid or volimteers) —— ( Delegation . upsbinie Geb iii) | Delegation means giving people something to do\which they are capable ofachieving. Delegation is an important management activity and is essential to the'success of any event. Delegation is not dumping all the boring and difficult 7 Scanned with CamScannertasks on people. Delegation is designed to attain success by using everyone's time; expertise, ‘and effort tothe! best advantage. Motivation, commitment, and the opportunity to accomplish real tasks are the result of delegation. It is important to select tasks that will provide individuals with some challenge and a sense of achievement when they are completed. The team leader should be aware of the capacity and willingness of the individual or group to handle the task being delegated. He or she should delegate only to those who,are competent and capable of accomplishing the task. Clear instructions should be given on how the task’is to/be'done. During the delegation process, the MICE manager should ask for progress reports and check them regularly. Leadership According to\ D.C. Watt, leadership is an interpersonal influence exercised in a situation and directed through the communication process toward the attainment of a specific goal or goals. To be successful, an event needs. a leader who ‘is productive and capable of INAS or inspiring a large number of people: Staff Appraisal and Training Staff appraisal is an evaluation of the accomplishment, strengths, and weakness of the employees in order to improve their performance and commitment to duty. Staff training is necessary for MICE management. It is advantageous to employees and skillful and highly trained personnel, whether paid or voluntary: There are two kinds of training for event employees: 1. Desirable training, which improves personal skills such as decision-making and creativity 2. Essential training, which makes sure that personnel are aware of legal requirements such as health and safety legislation’and can perform word processing and computing tasks Staff training will help improve the quality of the event and enable it to be carried out more efficiently and effectively. 78 Scanned with CamScannerAuthority, Responsibility, and Power The management of the event must make it clear where the authority, responsibility, and power lie. It}is}important)thatjevery jindividualyknows overplay his or her role. For every decision, someone must take responsibility, _and everyone must know who that person is. ; * Crisis Management In general, crises happen during an event. MICE planners must be skillful in managing crises. An efficient MICE manager must beable to control) crises in an effective manner. The employees must be ready to apply suitable (Solutions to the crises. The following are different ways to control crises: Scanned with CamScannerManagementis the ability to direct, control, and lead people to work in an efficient manner. Good management is necessary to enable a MICE organization to succeed. The principal objectives of management are to organize, plan, motivate, communicate, create, control, and solve problems. Organizing isthe ability toascertainspecific activities that are necessary to attain the aims or goals of a group or persons. Planning is the ability to determine the objectives and choose the best way to accomplish them. Motivating is the ability to invigorate and control behavior in order to achieve the objectives. Communicating is the ability to give, receive, and exchange knowledge so that the information shared will be understood and shared by the concerned persons. Creating is the ability to bring out an authentic idea by using the imagination. Controlling is checking the accomplishment of systems and resources. Problem-solving is the ability to solve problems. Other functions of management that are significant in MICE management are decision-making, team building, delegation, “leadership, staff appraisal and training, authority, responsibility of power, and crisis management. Decision-making is the ability to evaluate and carry out strategies. Team building is the ability of a group of people to work together. Delegation is the ability to assign an activity to a group of persons who: are competent to achieve it. Leadership is the ability to influence and inspire others to accomplish an objective. Scanned with CamScannerDISCUSSION QUESTIONS Define management. Explain the main functions of management. Describe the steps to follow in choosing an organizational structure. Discuss the three types of plans which are essential for an event. Why is motivation important in MICE management? Describe the different methods of communication. Discuss the communication process. Why is creativity necessary in MICE management? pe Xn ane YP pe Explain the different steps in problem-solving. 10.Describe the other management concepts that are relevant :to MICE management. ; 11. Discuss the different steps to follow in resolving crises. KEY TERMS AND CONCEPTS administrative plans decision-making problem-solving communication leadership specific plans controlling management staff appraisal creating motivating strategic plans crisis management non-verbal. - team building delegation “communication verbal communication ‘* planning CHAPTER ACTIVITY Draft an organizational chart of your MICE organization. Evaluate the chart and answer the following questidns: ‘ a. What can be done to the chart to increase employee retention? b. What are the promotional and growth opportunities for employees based on the chart? ai Scanned with CamScanner| CHAPTER QUIZ I. Identify the following: 1. The process of determining the activities to be accomplished toward the end objectives 2. Getting things done through effective people and efficient processes ; 3. Plans that direct the organization toward its overall objectives 4. The ability of an organized group of people to work together 5. The assessment of the performance, strengths, and weaknesses of the personnel to improve their work 6. The ability to handle crises 7. The process of setting goals and objectives and deciding on the best approach to achieve them 8. Giving people something to do that they are capable of doing 9. Plans that are intended to achieve specific objectives 10. The process of monitoring the performance of systems and resources IL. Enumerate the following: 11-17. The main functions of management 18-20. Types of plans 83 Scanned with CamScannerREFERENCES Armstrong, M. Management Processes and Functions. London: Short Run. Press, 1998. Batra, P. Management Thoughts. Kuala Lumpur, Malaysia: Golden Books Center, 1998, , ' Brown, M. Successful Project Management. London: Hodder and Stoughton, 1997. Cole, G.A. Management Theory and Practice. London: Guernsy Press, 1997. Rowntree, D. The Manager's Book of Checklist - Instant Management Solutions: When You Need Them. London: Pitman, 1996. Sassoms, H.D. and Stevenson, J.L. Leadership and Group Dynamics in Recreation Services. Boston: Allyn and Bacon, 1997. Thomas, E. and Woods, M. The Manager's Casebook. London: Duncan Petersen Publishing, 1997. Watt, D.C. Leisure and Tourism: Events Management and Organization Manual. England: Longman Publishing, 1997. 85 Scanned with CamScanner