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| Preface | |
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| The Supervisor's Special Role | |
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| Objectives | |
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| Three Types of Management Skills | |
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| Interpersonal Skills | |
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| Technical Skills | |
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| Conceptual Skills | |
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| The Supervisor's Responsibilities | |
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| Relations with Employees | |
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| Relations with Peers | |
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| Relations with Superiors | |
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| Being Effective and Efficient | |
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| Supervisory Roles | |
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| Role Prescriptions | |
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| Role Conflict | |
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| Role Ambiguity | |
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| Role Performance | |
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| Responsibilities for Ethics | |
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| Workforce Trends Affecting Supervisors | |
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| Emergence of New Generations of Workers | |
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| Greater Diversity in the Workforce | |
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| Increasing Levels of Education | |
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| Different Workforce Involvement | |
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| Different Work Arrangements | |
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| Other Trends Affecting Supervisors | |
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| Utilization of Teams | |
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| Offshoring and Outsourcing | |
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| Information and Technology | |
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| Quality and Productivity Improvement | |
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| Foreign Ownership of American Businesses | |
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| Sources of Supervisory Personnel | |
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| Instant Replay | |
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| Questions for Class Discussion | |
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| Assess This Situation | |
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| Skill Building Exercise 1.1 | |
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| Skill Building Writing Exercise 1.2 | |
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| Southwest Microwave Communications, Inc. | |
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| Walnut Grove Inn | |
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| References | |
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| Management Concepts | |
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| Objectives | |
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| Defining Management | |
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| Stated Purposes and Goals | |
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| A Division of Labor Among Specialists | |
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| A Rational Organization or Design | |
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| A Hierarchy of Authority and Accountability | |
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| Workforce Flexibility | |
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| Delegation | |
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| Why You Must Delegate | |
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| How to Delegate | |
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| What You Do Not Want to Delegate | |
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| The Management Hierarchy | |
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| The Top Management Level | |
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| The Middle Management Level | |
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| The Operating Management Level | |
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| Line and Staff Authority | |
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| Functional Authority | |
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| The Manager's Functions | |
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| Decision-Making | |
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| A Rational Model | |
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| Common Elements in Decision-Making | |
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| Intuition in Decision-Making | |
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| Errors in Decision-Making | |
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| Sharing the Decision Process | |
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| Decisions About Valuing Diversity | |
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| Managing Your Time | |
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| Keeping a Time Log | |
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| Categorizing Work | |
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| Eliminating Interuptions | |
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| Using Daily Planners | |
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| Using Spare Time | |
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| Instant Replay | |
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| Questions for Class Discussion | |
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| Assess This Situation | |
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| Skill Building Exercise 2.1 | |
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| Skill Building Writing Exercise 2.2 | |
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| Welcome to KVM | |
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| It's Not Easy Riding on the MTA | |
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| References | |
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| Management Functions | |
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| Objectives | |
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| Planning | |
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| Philosophy of Management | |
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| Mission and Vision Statements | |
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| Goals | |
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| Policies | |
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| Rules | |
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| Programs | |
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| Procedures | |
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| Outcomes | |
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| Steps in Planning | |
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| Setting Objectives (Goals) | |
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| Determining Your Alternatives and Restraints | |
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| Evaluating Your Alternatives | |
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| Implementing Your Course of Action | |
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| Following Up | |
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| Organizing | |
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| Types of Organization | |
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| Organizing Principles | |
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| Steps in Organizing | |
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| Directing | |
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| Staffing | |
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| Training | |
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| Offering Incentives | |
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| Evaluating | |
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| Disciplining | |
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| Management by Wandering Around (MBWA) | |
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| Controlling | |
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| Standards | |
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| The Control Process | |
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| Types of Controls | |
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| Control Characteristics | |
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| Management by Exception | |
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| Management by Objectives | |
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| Coordinating | |
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| Kinds of Coordination | |
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| Coordination Techniques | |
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| Instant Replay | |
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| Questions for Class Discussion | |
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| Assess This Situation | |
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| Skill Building Exercise 3.1 | |
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| Skill Building Writing Exercise 3.2 | |
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| Balancing Work and Family Obligations | |
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| Channel 66 Community Cable Television | |
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| References | |
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| Communication | |
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| Objectives | |
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| Goals of Communication | |
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| Planning Communication | |
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| The Communication Process | |
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| The Transmitter | |
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| The Message | |
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| The Medium | |
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| The Receivers | |
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| The Feedback | |
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| Downward, Upward, Diagonal, and Horizontal Communication | |
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| Communication Barriers | |
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| Uncommon Symbols | |
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| Improper Timing | |
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| Environmental Disturbances | |
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| Improper Attitudes | |
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| Background Differences | |
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| Sender-Receiver Relationships | |
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| Non-questioning Associates | |
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| Management and Information | |
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| Management Information Systems | |
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| The Supervisor and the MIS | |
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| Computers and Communication | |
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| Spoken Communication | |
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| Basic Ingredients | |
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| The Informational Meeting | |
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| Listening | |
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| Barriers to Effective Listening | |
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| Active Listening | |
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| Dialog | |
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| Listening Effectiveness | |
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| Small Group Communication | |
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| The Grapevine | |
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| Written Communication | |
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| Room for Improvement | |
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| Instant Replay | |
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| Questions for Class Discussion | |
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| Assess This Situation | |
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| Skill Building Exercise 4.1 | |
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| Skill Building Writing Exercise 4.2 | |
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| Is Anyone Listening? | |
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| Baker-Allison | |
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| References | |
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| Building Relationships and Managing Conflict | |
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| Objectives | |
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| Goals of Human Relations | |
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| Treating People with Respect | |
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| Communicating Supportively | |
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| Developing Sound Relationships with Employees | |
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| Your Role as Educator | |
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| Your Role as Counselor | |
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| Your Role as Judge | |
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| Your Role as Spokesperson | |
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| Maintaining Your Relationships with Employees | |
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| Developing Sound Human Relationships with Peers | |
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| Your Role as Educator | |
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| Your Role as Counselor | |
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| Your Role as Judge | |
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| Your Role as Spokesperson | |
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| Competition with Your Peers | |
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| Getting Along with Staff Specialists | |
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| Getting Along with Your Boss | |
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| Your Boss's Expectations | |
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| Winning Your Boss's Confidence | |
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| Finding a Better Way | |
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| Keeping Your Promises | |
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| Speaking Positively or Not at All | |
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| Taking a Position | |
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| Involving Your Boss in Major Decisions | |
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| Obtaining Some of Your Boss's Authority | |
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| Your Expectations of Your Boss | |
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| Recovering from a Mistake with Your Boss | |
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| Managing Conflict | |
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| Antecedents of Conflict | |
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| Constructive Conflict | |
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| Destructive Conflict | |
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| Approaches for Dealing with Conflict | |
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| Instant Replay | |
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| Questions for Class Discussion | |
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| Assess This Situation | |
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| Skill Building Exercise 5.1 | |
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| Skill Building Writing Exercise 5.2 | |
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| Short in Stature | |
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| Feedback from the Boss | |
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| References | |
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| Motivation | |
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| Objectives | |
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| Motivation Defined | |
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| Human Needs | |
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| The Hawthorne Studies | |
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| The First Study | |
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| The Second Study | |
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| A Hierarchy of Needs | |
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| The Needs-Goal Model of Motivation | |
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| Types of Human Needs | |
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| McClelland's Acquired Needs Theory | |
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| Alderfer's Egr Theory | |
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| Supervisors and Human Needs | |
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| Maintenance and Motivation | |
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| Maintenance or Hygiene Factors | |
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| Motivation Factors | |
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| Expectancy Theory | |
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| Additional Theories of Motivation | |
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| Enhancing Perceived Expectancy | |
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| Enhancing Perceived Instrumentality | |
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| Reinforcement Theory | |
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| Equity Theory | |
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| Goal Setting | |
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| Managing Motivation | |
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| Quality | |
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| Productivity | |
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| The Quality, Productivity, and Profitability Link | |
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| Quality of Working Life | |
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| Worker Participation Techniques | |
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| Motivation and Job Design | |
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| Instant Replay | |
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| Questions for Class Discussion | |
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| Assess This Situation | |
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| Skill Building Exercise 6.1 | |
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| Skill Building Writing Exercise 6.2 | |
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| Lighting a Fire Under the Sales Force | |
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| Slow Motion | |
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| References | |
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| Leadership and Management Styles | |
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| Objectives | |
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| Leadership Versus Management | |
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| Leadership and Power | |
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| Leadership | |
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| Leadership Principles | |
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| Leadership Traits and Skills | |
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| Fundamental Practices of Leadership | |
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| Leaders of Diverse Workforces | |
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| Trends in Approaches to Leadership | |
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| Men, Women, and Leadership | |
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| Leadership Behaviors | |
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| Contingency Models of Leadership | |
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| Fiedler's Contingency Theory of Leadership | |
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| Leadership Personalities | |
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| The Leadership Situation | |
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| House's Path-Goal Theory of Leadership | |
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| Hersey and Blanchard's Life-Cycle Theory | |
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| Emotional Intelligence | |
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| Example of Emotional Intelligence | |
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| Level 5 Leaders | |
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| Example of Level 5 Leadership | |
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| Management and Leadership Styles | |
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| The Bureaucratic Style | |
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| The Autocratic Style | |
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| The Democratic Style | |
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| The Spectator Style | |
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| Charismatic Leaders | |
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| Becoming a Leader | |
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| Changing Leadership Styles | |
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| Dealing with Mistakes | |
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| The Basic Steps to Becoming a Leader | |
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| Assessing Your Leadership Ability | |
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| Instant Replay | |
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| Questions for Class Discussion | |
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| Assess This Situation | |
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| Skill Building Exercise 7.1 | |
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| Skill Building Writing Exercise 7.2 | |
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| Leadership at Malden Mills | |
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| Winston Churchill | |
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| References | |
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| Leading Change | |
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| Objectives | |
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| Attitudes, Beliefs, and Values | |
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| Attitudes | |
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| Beliefs | |
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| Values | |
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| People's Attitudes About Work | |
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| The Work Ethic | |
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| Theories X and Y | |
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| The Supervisor's Attitudes | |
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| The Pygmalion Effect | |
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| Problem Supervisors | |
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| Your Employees' Attitudes | |
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| Good Attitudes Versus Bad Attitudes | |
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| Uncooperative Attitudes: Why People Resist Change | |
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| Past Change Efforts and Cynicism | |
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| Personal Reasons | |
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| Social Reasons | |
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| Facilitating Change | |
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| Arrange Conditions for Change | |
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| Attend to the Payoffs for Change | |
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| Organizational Barriers to Change | |
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| Changing the Attitudes of Employees | |
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| Identify the Improper Attitude or Behavior | |
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| Determine What Supports It | |
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| Weaken or Change Whatever Supports It | |
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| Offer a Substitute | |
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| Taking Decisive Action | |
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| Techniques for Obtaining Change | |
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| Force-Field Analysis | |
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| Effective Communication | |
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| Persuasion | |
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| Use of Emotion in Persuasion | |
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| Persuasion Techniques | |
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| Participation Techniques | |
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| Facilitate Acceptance of Risk | |
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| Training Programs | |
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| Organizational Development Activities | |
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| Instant Replay | |
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| Questions for Class Discussion | |
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| Assess This Situation | |
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| Skill Building Exercise 8.1 | |
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| Skill Building Writing Exercise 8.2 | |
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| New Database Software | |
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| Another Reorganization | |
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| References | |
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| Teams and Groups | |
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| Objectives | |
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| The Personality of Groups | |
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| Formal Groups | |
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| Teams | |
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| Virtual Teams | |
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| Building Team and Group Effectiveness | |
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| Putting the Team Together | |
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| Sequence of Team Development | |
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| Characteristics of Effective Teams | |
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| Influence Without Authority | |
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| A Contrary View of Teams | |
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| Group Decision Techniques | |
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| Brainstorming | |
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| Nominal Groups | |
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| Group Problem Solving | |
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| Errors in Team and Group Decisions | |
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| Ground Rules for Meetings | |
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| Before the Meeting | |
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| During the Meeting | |
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| After the Meeting | |
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| Group Member Roles | |
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| Self-Serving Roles | |
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| Group-Serving Roles | |
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| Pitfalls of Meetings | |
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| The Hidden Agenda | |
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| A Competitive Spirit | |
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| Talkative Members | |
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| Sabotage | |
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| Informal Groups | |
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| Joining a Clique | |
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| You and Your Informal Group | |
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| Coping with Subordinates' Cliques | |
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| Group Competition | |
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| Outsiders and Insiders | |
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| Outside Factors | |
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| Inside Factors | |
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| Instant Replay | |
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| Questions for Class Discussion | |
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| Assess This Situation | |
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| Skill Building Exercise 9.1 | |
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| Skill Building Writing Exercise 9.2 | |
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| Team Punishment | |
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| Unhappy Returns | |
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| References | |
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| Selection and Organizational Entry | |
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| Objectives | |
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| The Process of Selecting Employees | |
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| Advantages of Supervisor Involvement | |
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| The Selection Process | |
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| Recruiting | |
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| Affirmative Action Programs | |
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| EEO/Affirmative Action and Valuing Diversity | |
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| Reverse Discrimination | |
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| Recruiting Women | |
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| Recruiting Minorities | |
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| The Supervisor's Role in Minority Hiring | |
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| Recruiting the Differently Abled | |
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| Applicant Screening Procedures | |
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| The Application | |
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| Interviews | |
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| Tests | |
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| The Immigration Reform and Control Act | |
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| Pitfalls | |
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| Welcoming and Inducting New Employees | |
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| Orientation | |
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| Induction | |
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| The Five Basic Questions | |
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| Following Up | |
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| The Socialization Process | |
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| Instant Replay | |
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| Questions for Class Discussion | |
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| Assess This Situation | |
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| Skill Building Exercise 10.1 | |
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| Skill Building Writing Exercise 10.2 | |
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| Revolving Door Employment | |
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| Youth Movement | |
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| References | |
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| Training | |
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| Objectives | |
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| The Subjects of Training | |
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| Attitudes | |
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| Knowledge | |
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| Skills | |
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| Advantages of Training | |
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| Advantages for the Supervisor | |
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| Advantages for Employees | |
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| Requirements of Training | |
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| Requirements for Trainers | |
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| Requirements for Trainees | |
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| The Principles of Training | |
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| Motivation | |
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| Individualism | |
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| Realism | |
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| Response | |
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| Objective | |
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| Reinforcement | |
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| Subjects | |
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| The Training Cycle | |
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| Identifying Training Needs | |
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| Preparing Training Objectives | |
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| Preparing the Training Process | |
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| Determining How | |
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| Determining How Much | |
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| Conducting and Evaluating the Training | |
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| Training for Valuing Diversity | |
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| Pitfalls | |
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| Instant Replay | |
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| Questions for Class Discussion | |
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| Assess This Situation | |
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| Skill Building Exercise 11.1 | |
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| Skill Building Writing Exercise 11.2 | |
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| North Star Airlines | |
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| BK Custom Products | |
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| References | |
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| Managing Diversity | |
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| Objectives | |
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| Enduring Evidence of Discrimination | |
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| Racial Discrimination | |
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| Gender Discrimination | |
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| Age Discrimination | |
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| Discrimination Against Disabled People | |
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| Legal Prohibitions Against Discrimination | |
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| Guidance for Supervisors | |
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| Increasing Workforce Diversity | |
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| Racial Diversity | |
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| Age Diversity | |
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| International Diversity | |
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| Views on Managing Diversity | |
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| Assimilation Approach | |
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| Differentiation Approach | |
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| Integration Approach | |
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| General Practices for Managing Diversity | |
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| Recruiting | |
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| Performance Management | |
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| Specific Skills for Managing Diversity | |
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| Quick Response to Disagreements | |
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| Active Listening | |
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| Empathetic Listening | |
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| Direct and Honest Communication | |
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| Input from Everyone | |
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| Avoidance of Exclusion | |
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| Reward Systems | |
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| Practices for Specific Groups | |
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| People of Color and Racial Diversity | |
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| Women | |
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| Older Workers | |
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| Internationals and Nationalities | |
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| Gays, Lesbians, and Bisexuals | |
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| Employees with Disabilities | |
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| Instant Replay | |
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| Questions for Class Discussion | |
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| Assess This Situation | |
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| Skill Building Exercise 12.1 | |
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| Skill Building Writing Exercise 12.2 | |
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| Tyrone's Opportunity | |
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| Responding to a Complaint | |
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| References | |
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| Performance Management | |
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| Objectives | |
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| Goals of Appraisals | |
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| What to Appraise | |
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| Standards | |
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| Appraisals and Diversity | |
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| The Supervisor as an Appraiser | |
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| Avoiding the Blame Game | |
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| Challenges of Performance Appraisals | |
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| Appraisal Methods | |
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| 360-Degree Review Process | |
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| Graphic Rating Scale Methods | |
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| Ranking and Forced Distribution Methods | |
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| Paired Comparison Method | |
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| Essay, Narrative, and Critical-Incident Methods | |
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| Behaviorally Anchored Rating Scales | |
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| Concluding Remarks About Appraisal Formats | |
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| Management by Objectives | |
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| Appraising with MBO | |
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| Setting Goals | |
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| Identifying Resources and Actions Needed | |
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| Arranging Goals in Order of Priority | |
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| Setting Timetables | |
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| Appraising the Results | |
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| Appraising by Computer | |
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| Pitfalls | |
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| The Halo and Horn Effects | |
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| Rating the Person-Not the Performance | |
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| Rating Everyone as Average | |
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| Saving Up for the Appraisal | |
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| The Rush Job | |
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| Not Sharing the Results | |
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| Lack of Proper Training | |
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| Lack of Proper Documentation | |
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| The Error of Recent Events | |
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| Focusing Only on Negatives or Positives | |
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| Failure to Provide Direction for the Future | |
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| Failure to Assign Responsibilities | |
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| The Appraisal Session | |
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| Preparing for the Session | |
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| Conducting the Session | |
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| Following Up on the Results | |
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| Rewards for Those Who Excel | |
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| Negative Results | |
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| Instant Replay | |
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| Questions for Class Discussion | |
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| Assess This Situation | |
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| Skill Building Exercise 13.1 | |
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| Skill Building Writing Exercise 13.2 | |
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| Virginia's Performance Appraisal | |
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| Rating Monroe's Performance | |
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| References | |
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| Discipline | |
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| Objectives | |
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| The Supervisor and Discipline | |
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| A Fair and Equitable Disciplinary System | |
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| An Appropriate Number of Rules | |
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| The Red-Hot Stove Concept | |
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| Progressive Discipline | |
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| Positive Discipline | |
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| Legal Concerns | |
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| Resolving Complaints | |
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| Employee Assistance Programs | |
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| Diversity and Discipline | |
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| Negative Discipline | |
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| Penalties | |
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| Common Problems | |
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| Absenteeism | |
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| Sexual Harassment | |
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| Before Taking Action | |
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| Giving the Reprimand | |
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| The Decision to Terminate | |
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| Employment at Will | |
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| Pitfalls | |
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| Instant Replay | |
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| Questions for Class Discussion | |
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| Assess This Situation | |
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| Skill Building Exercise 14.1 | |
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| Skill Building Writing Exercise 14.2 | |
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| Disciplinary Situations | |
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| Sticky Business | |
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| References | |
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| Complaints, Grievances, and Unions | |
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| Objectives | |
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| Complaints | |
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| Handling Complaints: A Company-Wide Systems Approach | |
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| Qualities of an Effective Complaint System | |
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| The Functions of an Effective Complaint System | |
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| Handling Complaints: Developing Your Own Approach | |
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| A Recommended Approach | |
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| Labor Unions | |
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| Unions and Productivity | |
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| Public Sector Unions | |
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| Professional Employees | |
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| Why Employees Band Together | |
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| Union Security Provisions | |
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| Labor Legislation | |
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| National Labor Relations Act (1935) | |
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| Labor-Management Relations Act (1947) | |
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| Representation Elections | |
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| The Supervisor's Role During Representation Elections | |
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| Labor Relations | |
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| Collective Bargaining | |
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| Enforcing the Labor Contract | |
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| The Supervisor and the Steward | |
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| Handling Grievances | |
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| The Grievance Procedure | |
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| Mediation | |
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| Arbitration | |
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| Instant Replay | |
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| Questions for Class Discussion | |
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| Assess This Situation | |
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| Skill Building Exercise 15.1 | |
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| Skill Building Writing Exercise 15.2 | |
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| Beer Mints? | |
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| Downsizing Dilemma | |
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| References | |
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| Security, Safety, and Health | |
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| Objectives | |
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| Physical Security | |
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| Employee Theft | |
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| Selection and Prevention | |
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| Office Security | |
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| Shop Security | |
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| Shoplifting | |
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| Fire Prevention | |
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| Protecting People | |
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| Overwork | |
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| Preventive Approaches to Safety and Health | |
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| Insufficient Work Breaks | |
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| AIDS in the Workplace | |
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| Drugs and Employees | |
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| Family Leave | |
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| The Supervisor's Role | |
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| The Occupational Safety and Health Act (1970) | |
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| Occupational Safety and Health Standards | |
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| Compliance Complaints | |
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| OSHA Inspections | |
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| On-Site Consultation | |
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| State Programs | |
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| Instant Replay | |
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| Questions for Class Discussion | |
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| Assess This Situation | |
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| Skill Building Exercise 16.1 | |
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| Skill Building Writing Exercise 16.2 | |
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| It's Not My Dope | |
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| No Chance for a Smoke Break | |
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| References | |
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| Glossary | |
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| Index | |