Managing People/Internal Marketing

Question 1

What is Internal Marketing?

Answer 1

Activities that managers engage in to attract, develop, motivate, and retain qualified employees to the accomplishment of organizational goals.

Question 2

Why are service employees important?

Answer 2

Because they provide you with the best experiences from the places you love.

Question 3

Role conflict types?

Answer 3

1. Organization/client conflict
2. Person/Role conflict
3. Inter-client conflict

Question 4

Organization/client conflict

Answer 4

conflicts between organizational goals/policies/rules and client satisfaction (the two bosses dilemma)

Question 5

Person/Role conflict

Answer 5

Conflicts between employees beliefs/personalities/self perception and the requirement of their role (or company values)

Question 6

Inter-client conflict

Answer 6

Conflicts between customers

Question 7

Emotional Labor

Answer 7

The discrepancy between how frontline staff feel inside and the emotions that management requires them to show in front of customers.

Question 8

Tools to select the best candidates

Answer 8

1. Use multiple, structured interviews
2. Observe candidate behavior
3. Conduct personality tests: help to identify traits related to a particular job
4. References
5. Give applicants a realistic preview of the job

Question 9

3 Key Areas of Training Service Employees

Answer 9

1. Organizational Culture, Purpose, Strategy
2. Interpersonal and Technical Skills
3. Product/Service Knowledge

Question 10

Motivate and Energize People

Answer 10

Monetary: salary, bonus, health insurance, retirement

Nonmonetary: vacation days, provide high-end work laptop, location/remote work, recognition, an opportunity to grow.

Question 11

Theory X

Answer 11

1. People hate work
2. People have to be forced to work
3. People prefer to be told what to do
4. People are selfish and have no interest in the organization

Question 12

Theory Y

Answer 12

1. People like work
2. People drive themselves and work effectively
3. People will take the initiative given opportunity
4. People will commit themselves to objectives if it is beneficial to them.