The role of experience in the development of bar managers' social competencies

Dhaya, J. (2008) The role of experience in the development of bar managers' social competencies. Masters thesis, Rhodes University.




This research study analysed the role that experience played in the development of bar managers’ social competencies. Given the social nature of the bar environment, social competencies were perceived to be essential managerial competencies that enable bar managers to manage employees and consumers to ensure that employee and consumer satisfaction is maintained. The literature reviewed discussed the importance of managerial competencies and the composition of social competencies. Experience was conceptualized to develop an understanding of the informal learning method through which competency development occurs. Data was captured through face-to-face interviews, which were based on the Critical Incident Technique (CIT). The data was analysed using the open coding procedures of grounded theory. This research study proposed a process to explain how experience contributed to the development of social competencies. The proposed process, which is called the Social Competency Cache Development Process (SCCD Process), ultimately indicated that experience contributed to bar managers’ social competencies through a reflection process, the residues of experience, and through the familiarity of situations and results. This research study found that experience contributed to the development of bar managers’ social competencies within a process that established an awareness of unfamiliar social competencies or reinforced the effects of familiar effective social competencies. Experience was also found to promote the transition between novel situations and familiar situations, which in turn enabled bar managers to effectively assess social situations and select effective responses to social situations. Consequently, experience improved the probability of bar managers implementing effective social competencies to ensure employee and consumer satisfaction. In essence, experience shaped bar managers’ accumulation of social competencies by promoting the addition of new social competencies or the reinforcement of existing social competencies.

Item Type:Thesis (Masters)
Additional Information:M.Com. (Management)
Uncontrolled Keywords:bar managers, social comopetencies, hospitality industry, bars (drinking establishments), social skills, executive ability, interpersonal communication, experience
Subjects:Y Unknown > Subjects to be assigned
Divisions:Faculty > Faculty of Commerce > Management
Supervisors:Pearse, N. (Dr.) and Louw, L. (Prof.)
ID Code:1145
Deposited By: Ms Michelle Booysen
Deposited On:10 Nov 2008
Last Modified:06 Jan 2012 16:19
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