Effective Supervision A Guidebook for Supervisors, Team Leaders, and Work Coaches

ISBN-10: 0130315834

ISBN-13: 9780130315830

Edition: 2002

Authors: David L. Goetsch

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Description:

For courses in Supervision and Supervisory Management, geared specifically for courses aimed at engineering and engineering technology students. Containing ten years of experience, this up-to-date teaching text enables students to learn hands-on, real-world supervision skills in addition to the foundational theories, principles, and concepts on which those skills are built. It develops individuals who know not only about supervision, but who know how to supervise.
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Book details

Copyright year: 2002
Publisher: Prentice Hall PTR
Publication date: 4/25/2001
Binding: Paperback
Pages: 247
Size: 8.20" wide x 10.70" long x 0.80" tall
Weight: 1.562

Leadership
What Is Leadership?
What Is a Good Leader?
Are Leaders Born or Made?
Leadership and Motivation
Understanding Individual Human Needs
Theories of Leadership
Theory X and Leadership
Theory Y and Leadership
Theory XY and Leadership
Leadership Styles
Autocratic Leadership
Democratic Leadership
Participative Leadership
Goal-Oriented Leadership
Situational Leadership
Selecting the Appropriate Leadership Style
Winning and Maintaining Followership
Popularity and the Leader
Leadership Characteristics That Win and Maintain Followership
Pitfalls that will Undermine Followership
Trust Building and Leadership
Facilitating Change
Facilitating Change as a Leadership Function
Change-Management System
Scanners
Receiving Points
Deliberative Groups
Executive Committee
Change Implementation Model
Develop the Change "Picture"
Communicate with All Stakeholders about the Change
Provide Any Necessary Training
Implement the Change
Monitor and Adjust
Restructuring and Change
Be Smart and Empathetic
Communicate the Change "Picture"
Establish Incentives That Promote the Change
Continue to Train
Communication
Communication Defined
Communication Versus Effective Communication
Communication Levels
Communication as a Process
Inhibitors of Communication
Differences in Meaning
Insufficient Trust
Information Overload
Interference
Condescending Tones
Listening Problems
Premature Judgments
Inaccurate Assumptions
Technological Glitches
Communication Networks
Communication by Listening
What Is Listening?
Inhibitors of Effective Listening
Communicating Nonverbally
Body Factors
Voice Factors
Proximity Factors
Communicating Verbally
Interest
Attitude
Flexibility
Tact
Courtesy
Improving Verbal Communication by Questioning
Drop Your Defenses
State Your Purpose
Acknowledge Emotions
Use Open-Ended Questions and Phrase Questions Carefully
Communicating Corrective Feedback
Steps to Improved Communication
Selecting the Appropriate Communication Method
Electronic Communication
Ethics
An Ethical Dilemma
Ethics Defined
Guidelines for Determining Ethical Behavior
Ethical Behavior in Organizations
The Supervisor's Role in Ethics
Best Ratio Approach
Black and White Approach
Full Potential Approach
The Organization's Role in Ethics
Creating an Ethical Environment
Setting an Ethical Example
Handling Ethical Dilemmas
Apply the Guidelines
Select the Approach
Proceed with the Decision
Motivation
Definition and Rationale for Motivation What Motivates People
Specific Human Needs Related to Work
The Work Ethic and Motivation
Improving the Work Ethic
Job Satisfaction and Motivation
Expectancy and Motivation
Achievement and Motivation
Recognizing Achievement-Oriented Employees
Using Achievement to Motivate Employees
Job Design and Motivation
Task-Oriented Job Design
People-Oriented Job Design
Balanced Orientation in Job Design
How to Use Job Design to Motivate
Competition and Motivation
Communication and Motivation
Promotions and Motivation
New Employees and Motivation
Problem Employees and Motivation
Motivating Part-Time Workers
Incentive Programs and Motivation
Developing Personal Motivation Plans (PMPs)
Decision Making and Problem Solving
Decision Making Defined
Evaluating Decisions
Problems and Decision Making
Characteristics of Problems
The Decision-Making Process
Identify/Anticipate the Problem
Consider Alternatives
Choose the Best Alternative, Monitor, and Adjust
Decision-Making Models
Objective Approach to Decision Making
Subjective Approach to Decision Making
Involving Employees in Decision Making
Advantages of Employee Involvement
Disadvantages of Employee Involvement
Brainstorming
Nominal Group Technique
Quality Circles
Potential Problems with Group Decision Making
Information and Decision Making
Data Versus Information
Value of Information
Amount of Information
Creativity in Decision Making
Creativity Defined
Creative Process
Factors That Inhibit Creativity
Performance Appraisal
Rationale for Performance Appraisals
Effective Performance Appraisal
Supervisor's Role in Performance Appraisal
Developing and Completing the Appraisal Form
Performance Criteria
Rating Methodology
Comments Section
Employee's Response Section
Supervisor's Report Section
Keeping Performance Appraisals Consistent and Objective
Review Performance Standards
Base Ratings on Facts
Avoid Personality Bias
Avoid Extremes in Assigning Ratings
Avoid the Halo Effect
Avoid Pecking Order Bias
Conducting the Appraisal Interview
Communication
Feedback
Counseling
Planning for Improvement
Facilitating the Appraisal Interview
Explain the Purpose of the Performance Appraisal
Discuss the Ratings
Solicit Feedback
Find Out How Employees Rate Themselves
Set Goals for Improvement
Follow-Up and Feedback
Giving Corrective Feedback To Employees
Legal Aspects of Performance Appraisals
Keep Comprehensive Records
Focus on Performance, Not Personality
Be Positive, Constructive, and Specific
Be Honest and Treat All Employees the Same
Apply Objective Standards
The Supervisor as a Career Coach
Employee Complaints
Why Complaints Must Be Handled Properly
Roles of Listening in Handling Complaints
Role of Questioning and Confirming in Handling Complaints
Handling Employee Complaints
Handling Habitual Complainers
Involving Employees in Resolving Complaints
Handling Complaints About Wages
Turning Complaints into Improvements
Conflict Management/Workplace Violence
Causes of Workplace Conflict
How People React to Conflict
Why Conflict Resolution Skills Are Important
How Conflict Should Be Handled
How and When Conflict Should Be Stimulated
Communication in Conflict Situations
Dealing With Angry Employees
Behaviors to Avoid
What Supervisors Should Do
How to Calm an Angry Employee
Overcoming Territorial Behavior in Organizations
Manifestations of Territoriality
Overcoming Territorial Behavior
Overcoming Negativity in Employees
Recognizing Negativity
Overcoming Negativity
Workplace Violence
Rights of Violent Employees
Employee Liability for Workplace Violence
Making Work-Related Determinations
Reducing the Risk
Natural Surveillance
Control of Access
Establishment of Territoriality
Activity Support
Administrative Controls
Contributing Factors
Individual Factors Associated with Violence
Environmental Factors Associated with Violence
Rules of Thumb for Supervisors
Legal Issues: Discipline, Termination, Sexual Harassment, and Drugs
Disciplining Employees: The Rationale
Fundamentals of Disciplining Employees
Guidelines for Disciplining Employees
The Discipline Process
Informal Discussion/Counseling
Verbal Warning
Written Warning
Suspension
Dismissal
Sexual Harassment and the Supervisor
What Is Sexual Harassment?
EEOC Guidelines on Sexual Harassment
Effects of Sexual Harassment
What Is the Supervisor's Role?
Do's and Don'ts for Supervisors
Drug Abuse in the Workplace
Supervisor's Role in Handling Drug Abuse in the Workplace
Training
Training Defined
Need for Training
Competition in the Marketplace
Rapid and Continual Change
Technology Transfer Problems
Changing Demographics
Assessing Training Needs
Writing Training Objectives
Providing Training
Internal Approaches
External Approaches
Partnership Approaches
Evaluating Training
The Supervisor as a Trainer
Principles of Learning
Four-Step Teaching Approach
Training the Supervisor
Health and Safety
Legal Foundation of Health and Safety Programs
Administration and Enforcement
Employer and Employee Rights Under OSHA
OSHA Violations
Policy Aspects of Health and Safety
Assigning Responsibility for Health and Safety
Safety Training
Accident Prevention Techniques
Accident Investigation and Reporting
Writing the Accident Report
Worker's Compensation
Worker's Compensation Benefits
Employer Liability Beyond Workers' Compensation
Bloodborne Pathogens and Employee Health and Safety
Legal Considerations
Staffing
Staffing Defined
Overview of the Staffing Process
Analyzing and Specifying
Forecasting
Recruiting
Interviewing
Selecting
Orienting
Legal Considerations of Staffing
Equal Employment Opportunity
Compensation and Benefits
Health and Safety
Employee Relations
Forecasting Staffing Needs
Interviewing
General Interviewing Guidelines
Questions to Ask in an Interview
Questions to Avoid in an Interview
Characteristics to Look for in an Interview
Contacting References
The Employment Testing Issue
Job Knowledge Skills
Selection
Put Aside Personal Bias
Make a Checklist
Physical Examination
Check References
Orientation
Other Staffing Concerns
Finding Employees During Labor Shortages
Reference Checking
Handling Layoffs Effectively
Termination by Discharge
Total Quality
What Is Quality?
Total Quality Defined
How Is Total Quality Different?
Key Elements of Total Quality
Customer Focus
Obsession with Quality
Scientific Approach
Long-Term Commitment
Teamwork
Continual Improvement of Systems
Education and Training
Freedom through Control
Unity of Purpose
Employee Involvement and Empowerment
Supervisor's Role in Quality Improvement
Team Building and Teamwork
Overview of Teamwork
Rationale for Teams
Learning to Work Together
Team Performance
Four-Step Approach to Team Building
Assessing Team Needs
Planning Team-Building Activities
Executing Team-Building Activities
Evaluating Team-Building Activities
"Coaching" Work Teams
Clearly Defined Charter
Team Development/Team Building
Mentoring
Mutual Respect and Trust
Human Diversity
Handling Conflict in Teams
Resolution Strategies for Team Conflicts
Structural Inhibitors of Teamwork
Rewarding Team and Individual Performance
Nonmonetary Rewards
Recognizing Teamwork and Team Players
Web Site Linkages for Supervisors
Success Tips for Supervisors
Checklists for Supervisors
Index
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