1 Supervision 1
2 Leadership 27
3 Goal Setting 42
4 Effective Communication 62
5 Employee Discipline 85
6 Building a Team 105
7 Training a Team 133
8 Inspiring Employees to Better Performance 159
9 Evaluating the Team Members 190
10 Leading Change 214
11 Managing Diversity 230
12 Ethics and Office Politics 250
13 Working with Unions 275
14 Budgeting and Accounting 290
15 Using Technology 317
16 Common Management Trends and Management Mistakes 338
Endnotes 352
Glossary 356
Index 365
1 Supervision 1
Introduction 2
1.1 Identifying the Different Styles of Management 2
1.1.1 The Traditional Model 2
1.1.2 The Human Relations Model 3
1.1.3 The Human Resources Model 3
Self-Check 6
1.2 Meeting the Management Challenge 6
Self-Check 8
1.3 Explaining the New Functions of Management 8
1.3.1 Trusting Employees 8
1.3.2 Energizing Employees 10
1.3.3 Empowering Employees 10
1.3.4 Supporting Employees 11
1.3.5 Communicating with Employees 12
1.3.6 Learning from Employees 12
1.3.7 Improving Your Skills 13
Self-Check 15
1.4 Laws That Supervisors Should Be Aware Of 15
1.4.1 Illegal Discrimination 15
1.4.2 Sexual Harassment 17
1.4.3 The Americans with Disabilities Act 18
1.4.4 Age Discrimination in Employment 19
1.4.5 Equal Pay Act 19
1.4.6 Immigration Reform and Control Act 20
1.4.7 State and Local Employment Laws 20
Self-Check 21
Summary 21
Key Terms 22
Summary Questions 24
Applying This Chapter 25
You Try It 26
2 Leadership 27
Introduction 28
2.1 Understanding the Differences between Management and Leadership 28
Self-Check 30
2.2 Figuring Out What Leaders Do 30
2.2.1 Inspiring Action 30
2.2.2 Communicating with Others 31
2.2.3 Supporting and Facilitating Achievement 31
Self-Check 33
2.3 Surveying Leading Leadership Traits 33
2.3.1 Maintaining an Optimistic Outlook 33
2.3.2 Displaying Confidence 34
2.3.3 Maintaining Integrity 34
2.3.4 Making Decisions 35
Self-Check 35
2.4 Fostering Collaborative Leadership 36
Self-Check 38
Summary 38
Key Terms 39
Summary Questions 40
Applying This Chapter 40
You Try It 41
3 Goal Setting 42
Introduction 43
3.1 Setting a Direction 43
3.1.1 The Difference between Goals and Vision 43
3.1.2 The Link between Goals and Vision 44
3.1.3 Different Visions and Different Goals for Different Purposes 46
Self-Check 46
3.2 Identifying SMART Goals 46
3.2.1 Setting Goals: Less Is More 48
3.2.2 Following Through on Goals 49
Self-Check 51
3.3 Communicating Your Goals to Your Team 51
Self-Check 53
3.4 Juggling Priorities: Keeping Your Eye on the Ball 53
Self-Check 55
3.5 Using Your Power for Good: Making Your Goals Happen 55
Self-Check 57
Summary 57
Key Terms 57
Summary Questions 59
Applying This Chapter 59
You Try It 61
4 Effective Communication 62
Introduction 63
4.1 Using Different Communication Methods 64
4.1.1 Using the Employee Grapevine 65
4.1.2 Using Downward and Upward Communication 66
Self-Check 67
4.2 Choosing When to Use Verbal vs written Communication 67
4.2.1 The Information Superhighway 67
4.2.2 Harnessing the Power of the Written Word 68
Self-Check 70
4.3 Common Obstacles to Effective Communication 70
4.3.1 Cultural Differences 70
4.3.2 Differences in Background 71
4.3.3 Prejudices and Perceptions 71
4.3.4 Assumptions and Expectations 72
4.3.5 Emotions 72
4.3.6 Overcoming Barriers to Effective Communication 72
Self-Check 73
4.4 Active and Passive Listening 73
Self-Check 76
4.5 Providing Effective Feedback 76
4.5.1 The Role of Positive Feedback 76
4.5.2 The Role of Negative Feedback 77
4.5.3 Guidelines for Providing Feedback That Works 77
Self-Check 78
Summary 78
Key Terms 79
Summary Questions 81
Applying This Chapter 82
You Try It 84
5 Employee Discipline 85
Introduction 86
5.1 Understanding Employee Discipline 86
Self-Check 88
5.2 Focusing on Performance, Not Personalities 88
Self-Check 90
5.3 Identifying the Two Tracks of Discipline 90
5.3.1 Dealing with Performance Problems:
The First Track 91
5.3.2 Dealing with Misconduct: The Second Track 93
Self-Check 94
5.4 Disciplining Employees: A Suite in Five Parts 95
5.4.1 Describing the Unacceptable Behavior 95
5.4.2 Expressing the Impact to the Work Unit 95
5.4.3 Specifying the Required Changes 96
5.4.4 Outlining the Consequences 96
5.4.5 Providing Emotional Support 97
5.4.6 Molding It All Together 97
Self-Check 98
5.5 Making and Implementing a Plan for Improvement 98
Self-Check 100
Summary 100
Key Terms 101
Summary Questions 102
Applying This Chapter 102
You Try It 104
6 Building a Team 105
Introduction 106
6.1 Approaching the Hiring Process 106
6.1.1 Defining the Characteristics of Your New Employees 107
6.1.2 The Consequences of a Poor Hiring Decision 108
6.1.3 Steps in the Hiring Process 110
Self-Check 111
6.2 Defining the Job Before You Start 111
Self-Check 112
6.3 Recruiting Talent 112
Self-Check 115
6.4 Reviewing Applications 115
6.4.1 Reviewing Resumes 115
6.4.2 Reviewing Cover Letters 118
6.4.3 Reviewing Applications 118
Self-Check 118
6.5 Interviewing the Best 118
6.5.1 Asking the Right Questions 119
6.5.2 Interviewing Do’s 121
6.5.3 Interviewing Don’ts 122
Self-Check 123
6.6 Evaluating Your Candidates Further 124
6.6.1 Checking References 124
6.6.2 Reviewing Your Notes 125
6.6.3 Conducting a Second (or Third) Round of Interviews 126
Self-Check 127
6.7 Hiring the Best (and Leaving the Rest) 127
6.7.1 Being Objective 127
6.7.2 Trusting Your Gut 128
6.7.3 Adjusting after the Offer 128
Self-Check 129
Summary 129
Key Terms 129
Summary Questions 130
Applying This Chapter 131
You Try It 132
7 Training a Team 133
Introduction 134
7.1 Phasing Out the Old Hierarchy 134
Self-Check 137
7.2 Empowering Your Teams 137
Self-Check 138
7.3 Identifying Advantages of Teams 138
Self-Check 139
7.4 Setting Up and Supporting Your Teams 140
7.4.1 Formal Teams 140
7.4.2 Informal Teams 140
7.4.3 Self-Managed Teams 141
7.4.4 Encouraging Empowerment 142
Self-Check 144
7.5 Meetings: Putting Teams to Work 144
7.5.1 Wasting Time with Meetings 145
7.5.2 Making Meetings a Success 146
Self-Check 147
7.6 Becoming a Coach 148
Self-Check 149
7.7 Coaching Methods, Guidelines, and Tools 149
7.7.1 Coaching Using Show-and-Tell 150
7.7.2 Incorporating Coaching in Your Day-to-Day
Interactions 151
7.7.3 Identifying a Coach’s Tools 152
Self-Check 154
Summary 155
Key Terms 155
Summary Questions 156
Applying This Chapter 157
You Try It 158
8 Inspiring Employees to Better Performance 159
Introduction 160
8.1 Developing Employees 160
Self-Check 163
8.2 Creating Career Development Plans 163
Self-Check 166
8.3 Helping Employees to Develop 166
Self-Check 168
8.4 Finding a Mentor, Being a Mentor 169
Self-Check 171
8.5 Getting What You Reward 171
Self-Check 174
8.6 Figuring Out What Employees Want 174
8.6.1 Starting with the Positive 177
8.6.2 Making a Big Deal about Something Little 178
Self-Check 179
8.7 Rewarding Employees 180
8.7.1 Money 180
8.7.2 Ten Other Ways to Recognize Employees 182
Self-Check 185
Summary 185
Key Terms 186
Summary Questions 187
Applying This Chapter 188
You Try It 189
9 Evaluating the Team Members 190
Introduction 191
9.1 Measuring Progress 192
Self-Check 194
9.2 Developing a System for Providing Immediate
Performance Feedback 195
9.2.1 Setting Your Checkpoints: The Milestones 194
9.2.2 Reaching Your Checkpoints: The Actions 194
9.2.3 Sequencing Your Activity: The Relationships 195
9.2.4 Establishing Your Time Frame: The Schedules 195
9.2.5 Putting Performance Measuring and Monitoring into Practice: Case Study 197
Self-Check 198
9.3 Charting Progress 199
9.3.1 Bar Charts 199
9.3.2 Flowcharts 200
9.3.3 Software 201
9.3.4 You Have Their Number: Now What? 201
Self-Check 202
9.4 Evaluating Performance 202
Self-Check 206
9.5 Avoiding Common Mistakes That Evaluators Make 206
9.5.1 Realizing Why Evaluations Go Bad 207
9.5.2 Preparing for the No-Surprises Evaluation 208
Self-Check 209
Summary 210
Key Terms 210
Summary Questions 211
Applying This Chapter 212
You Try It 213
10 Leading Change 214
Introduction 215
10.1 Managing Urgency and Crises 215
Self-Check 216
10.2 Identifying the Four Stages of Change 217
Self-Check 220
10.3 Becoming a Leader of Change 220
10.3.1 Change Affects Everyone 220
10.3.2 Encouraging Employee Initiative 221
Self-Check 223
10.4 Handling Mergers and Layoffs 223
Self-Check 225
Summary 226
Key Terms 226
Summary Questions 227
Applying This Chapter 228
You Try It 229
11 Managing Diversity 230
Introduction 231
11.1 Managing Cultural Diversity 231
11.1.1 Organizational Culture 232
11.1.2 Cultural Change 232
Self-Check 233
11.2 Understanding National Culture 233
11.2.1 Attitude toward Time 234
11.2.2 Universal vs Particular 235
11.2.3 Individualism vs Collectivism 235
11.2.4 Emotional vs Neutral 235
11.2.5 Specific vs Diffuse 236
11.2.6 Achievement vs Ascription 237
11.2.7 Attitude toward the Environment 237
Self-Check 238
11.3 Understanding Diversity Trends 238
11.3.1 Migration 239
11.3.2 Women in the Workplace 240
11.3.3 Age and Disability 241
Self-Check 242
11.4 Taking Ten Steps to Make Diversity Work 242
11.4.1 Step 1: Know the Culture of the Organization 242
11.4.2 Step 2: Find Out about the Culture of the Area,Region, or Country 243
11.4.3 Step 3: Understand the Culture of the Individual or Group of Employees 243
11.4.4 Step 4: Understand the Nature of the Business 243
11.4.5 Step 5: Understand Yourself 243
11.4.6 Step 6: Be Sensitive 244
11.4.7 Step 7: Encourage Diversity 244
11.4.8 Step 8: Treat People as Equals 244
11.4.9 Step 9: Educate against Prejudice 245
11.4.10 Step 10: Act against Discrimination 245
Self-Check 245
Summary 246
Key Terms 246
Summary Questions 247
Applying This Chapter 247
You Try It 249
12 Ethics and Office Politics 250
Introduction 251
12.1 Defining Ethics 251
12.1.1 Creating a Code of Ethics 252
12.1.2 A Sample Code of Ethics 254
Self-Check 255
12.2 Evaluating Your Political Environment 255
12.2.1 Identifying Key Players 257
12.2.2 Redrawing Your Organization Chart 258
Self-Check 260
12.3 Scrutinizing Communication: What’s Real and What’s Not? 261
12.3.1 Reading between the Lines 261
12.3.2 Probing for Information 262
Self-Check 263
12.4 Uncovering the Unwritten Rules of Organizational Politics 263
12.4.1 Interpreting the Company Policy Manual 263
12.4.2 Helping Others Get What They Want 265
12.4.3 Not Partying at Company Parties 266
12.4.4 Managing Your Manager 267
12.4.5 Working with a Mentor 267
Self-Check 268
12.5 Protecting Yourself 268
12.5.1 Documenting for Protection 268
12.5.2 Making Promises 269
12.5.3 Publicizing Success 270
Self-Check 270
Summary 270
Key Terms 271
Summary Questions 272
Applying This Chapter 273
You Try It 274
13 Working with Unions 275
Introduction 276
13.1 The Governing Laws of Unions 276
13.1.1 The National Labor Relations Act 276
13.1.2 The Taft-Hartley Act 277
13.1.3 Right-to-Work Laws 277
Self-Check 277
13.2 Working with Different Types of Unions 278
13.2.1 Local Unions 278
13.2.2 National Unions 279
13.2.3 Multiunion Associations 280
Self-Check 280
13.3 Working with Unions 280
13.3.1 Why Employees Join Unions 281
13.3.2 The Union Organization Process 281
13.3.3 The Union Contract 281
13.3.4 Management Challenges When Working with Unions 282
Self-Check 284
Summary 284
Key Terms 284
Summary Questions 287
Applying This Chapter 288
You Try It 289
14 Budgeting and Accounting 290
Introduction 291
14.1 Exploring Budgets 291
14.1.1 Using Different Budgets 292
14.1.2 Creating a Budget 293
14.1.3 Ensuring Your Budget Is Accurate 294
Self-Check 295
14.2 Working with Budgets 297
14.2.1 Using Up-Front Budgets 297
14.2.2 Staying within Budget 298
Self-Check 299
14.3 Understanding the Basics of Accounting 300
14.3.1 Assets 300
14.3.2 Liabilities 302
14.3.3 Owners’ Equity 303
14.3.4 Knowing Double-Entry Bookkeeping 303
Self-Check 305
14.4 Identifying the Most Common Types of Financial Statements 305
14.4.1 The Balance Sheet 306
14.4.2 The Income Statement 306
14.4.3 The Cash-Flow Statement 309
Self-Check 311
Summary 312
Key Terms 312
Summary Questions 314
Applying This Chapter 315
You Try It 316
15 Using Technology 317
Introduction 318
15.1 Using Technology to Your Advantage 318
15.1.1 Creating a Technology-Competitive Advantage 318
15.1.2 Developing a Plan 319
Self-Check 321
15.2 Weighing the Benefits and Drawbacks of Technology 321
15.2.1 Improving Efficiency and Productivity 323
15.2.2 Getting the Most Out of Information Technology 324
15.2.3 Using Technology to Support Teamwork 326
Self-Check 327
15.3 Making Room for a New Kind of Employee 327
15.3.1 Preparing to Get Virtual 329
15.3.2 Understanding Changes to the Office Culture 329
Self-Check 331
15.4 Managing from a Distance 331
15.4.1 Managing Different Shifts 332
15.4.2 Recognizing Employees from a Distance 333
Self-Check 333
Summary 334
Key Terms 334
Summary Questions 335
Applying This Chapter 335
You Try It 337
16 Common Management Trends and Mistakes 338
Introduction 339
16.1 Management Trends 339
16.1.1 Going Back to Management 101 339
16.1.2 Creating a Learning Organization 340
16.1.3 Making a Flat Organization 341
16.1.4 Unlocking Open-Book Management 342
16.1.5 Understanding Six Sigma 343
Self-Check 344
16.2 Common Management Mistakes 344
16.2.1 Not Making the Transition from Worker to Manager 344
16.2.2 Not Setting Clear Goals and Expectations 345
16.2.3 Failing to Delegate 345
16.2.4 Failing to Communicate 345
16.2.5 Not Making Time for Employees 346
16.2.6 Not Recognizing Employee Achievement 346
16.2.7 Failing to Learn 346
16.2.8 Resisting Change 347
16.2.9 Going for the Quick Fix over the Lasting Solution 347
16.2.10 Striking a Balance 348
Self-Check 348
Summary 349
Key Terms 349
Summary Questions 350
Applying This Chapter 350
You Try It 351
Endnotes 352
Glossary 356
Index 365
