1. Which of the six change images discussed in this chapter can be identified in the assumptions about managing turnover that were held by Gunter?
Gunter is a mentor to the new students who provide exceptional customer service at the resort. These students receive superb training for this reason. Green Mountain has an excellent reputation for the outstanding training they provide to employees. With the first-rate training at Green Mountain, each employee will advance in their career. The hospitality literature plays the role of the navigator. The hospitality literature makes suggestions to reduce the effects of turnover. The hospitality literature gave a vague description of the turn over problem. It was described as persistent and it is to be carried through. The consultant played the role of the interpreter. The consultant presented the problem of turnover as he perceived it and was able to convince Gunter of the issues at hand. Green Mountain took pride in the amount of employees that were successfully trained.
2. How did these assumptions influence prescriptions for dealing with "the turnover problem"?
Each of these assumptions influenced the prescriptions for dealing with the turnover problem. As Gunter played the role of the nurturer he tried to solve the problem. When the problem was reinterpreted for Gunter he became a coach. Gunter liked the situation and turned it into a positive, an advantage. Gunter obtained a large number of young men that wanted to begin a career for themselves. The hospitality literature was the navigator and saw the problem as one to be endured. Management should work on reducing its incapacitating effects. Management should streamline training, simplify jobs, and not depend on individuals. The prescription informed management to make the HR process more proficient. The consultant was the interpreter. The consultant reinterpreted the problem for Gunter. The consultant explained to...
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