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Copyright, iv
Preface, xv
Part 1. Defining Supervision and Supervisory Challenges, 1
Chapter 1. Supervision Definitions, 2
Key Concepts, 2
Chapter Outcomes, 3
Responding to a Supervisory Dilemma, 4
Organizations and Their Levels, 4
The Management Process, 6
Changing Expectations of Supervisors, 8
Comprehension Check 1-1, 9
Transition from Employee to Supervisor, 10
Supervisory Competencies, 13
Something to Think About (and promote class discussion) Becoming a Supervisor, 14
From Concepts to Skills, 16
Comprehension Check 1-2, 18
Enhancing Understanding, 19
Summary, 19
Comprehension: Review and Discussion Questions, 19
Key Concept Crossword, 20
Developing Your Supervisory Skills, 21
Getting to Know Yourself, 21
Building a Team, 21
Mentoring Others, 21
Thinking Critically, 22
Chapter 2. Supervision Challenges, 24
Key Concepts, 24
Chapter Outcomes, 25
Responding to a Supervisory Dilemma, 26
Global Competitiveness, 27
Something to Think About (and promote class discussion) Who Owns What?, 29
Technology Enhancements, 29
News Flash!: The Cultural Variables, 30
E-Business at Work, 32
Comprehension Check 2-1, 34
Working in a Diverse Organization, 35
Changing How Business Operates, 37
Thriving on Chaos, 40
From Chaos to Crisis, 41
The Good and Profitable Organization, 42
Comprehension Check 2-2, 46
Enhancing Understanding, 47
Summary, 47
Comprehension: Review and Discussion Questions, 48
Key Concept Crossword, 49
Developing Your Supervisory Skills, 51
Getting to Know Yourself, 51
Building a Team, 51
Guidelines for Acting Ethically, 51
Thinking Critically, 52
Part 2. Planning, Organizing, Staffing, Controlling, and Decision Making, 55
Chapter 3. Planning and Goal Setting, 56
Key Concepts, 56
Chapter Outcomes, 57
Responding to a Supervisory Dilemma, 58
What Is Formal Planning?, 59
Productivity, 59
News Flash!: The Downsides of Planning, 60
Planning and Level in the Organization, 62
Key Planning Guides, 65
Comprehension Check 3-1, 67
Goal Setting, 71
A Special Case of Planning: The Entrepreneurial Supervisor, 73
Comprehension Check 3-2, 75
Enhancing Understanding, 76
Summary, 76
Comprehension: Review and Discussion Questions, 76
Key Concept Crossword, 77
Developing Your Supervisory Skills, 78
Getting to Know Yourself, 78
Building a Team, 78
Setting Goals, 78
Thinking Critically, 79
Chapter 4. Organizing, 82
Key Concepts, 82
Chapter Outcomes, 83
Responding to a Supervisory Dilemma, 84
What Is Organizing?, 85
Basic Organizing Concepts, 85
News Flash!: Obeying Authority, 89
Something to Think About (and promote class discussion) Return to Yesteryear, 90
Comprehension Check 4-1, 94
From Departmentalization to Structure, 95
Organizing Your Employees, 99
Empowering Others through Delegation, 101
Comprehension Check 4-2, 102
Enhancing Understanding, 103
Summary, 103
Comprehension: Review and Discussion Questions, 103
Key Concept Crossword, 104
Developing Your Supervisory Skills, 105
Getting to Know Yourself, 105
Building a Team, 105
Delegating, 105
Thinking Critically, 107
Chapter 5. Staffing and Recruiting, 108
Key Concepts, 108
Chapter Outcomes, 109
Responding to a Supervisory Dilemma, 110
The Legal Environment of HRM, 112
Something to Think About (and promote class discussion) Is It Safe?, 113
Employment Planning, 114
Recruitment and Selection, 114
News Flash!: The Realistic Job Preview, 120
Comprehension Check 5-1, 122
Orientation, Training, and Development, 122
Performance Appraisals, 125
Compensation and Benefits, 125
Current Issues in Human Resource Management, 126
Comprehension Check 5-2, 129
Enhancing Understanding, 130
Summary, 130
Comprehension: Review and Discussion Questions, 130
Key Concept Crossword, 131
Developing Your Supervisory Skills, 132
Getting to Know Yourself, 132
Building a Team, 132
Interviewing, 133
Thinking Critically, 134
Chapter 6. Controlling, 136
Key Concepts, 136
Chapter Outcomes, 137
Responding to a Supervisory Dilemma, 138
The Control Process, 139
Types of Controls, 144
The Focus of Control, 145
Comprehension Check 6-1, 146
Contemporary Control Issues, 153
Comprehension Check 6-2, 156
Enhancing Understanding, 157
Summary, 157
Comprehension: Review and Discussion Questions, 157
Key Concept Crossword, 158
Developing Your Supervisory Skills, 159
Getting to Know Yourself, 159
Building a Team, 159
Establishing Budgets, 159
Thinking Critically, 160
Chapter 7. Problem Analysis and Decision Making, 162
Key Concepts, 162
Chapter Outcomes, 163
Responding to a Supervisory Dilemma, 164
The Decision-Making Process, 165
Decision Tools, 168
Decision-Making Styles, 170
Comprehension Check 7-1, 173
Problems versus Decisions, 173
News Flash!: Global Decision Making, 174
Group Decision Making, 175
Ethics in Decision Making, 178
Comprehension Check 7-2, 181
Enhancing Understanding, 182
Summary, 182
Comprehension: Review and Discussion Questions, 182
Key Concept Crossword, 183
Developing Your Supervisory Skills, 184
Getting to Know Yourself, 184
Building a Team, 184
Becoming More Creative, 185
Thinking Critically, 186
Part 3. Motivating, Leading, Communicating, and Developing, 187
Chapter 8. Motivating Followers, 188
Key Concepts, 188
Chapter Outcomes, 189
Responding to a Supervisory Dilemma, 190
What Is Motivation?, 191
Understanding Individual Differences, 191
The Early Theories of Motivation, 193
Comprehension Check 8-1, 197
Contemporary Theories of Motivation, 197
Do Employees Really Get What They Expect?, 199
Designing Motivating Jobs, 202
Motivation Challenges for Today’s Supervisors, 204
Comprehension Check 8-2, 209
Enhancing Understanding, 210
Summary, 210
Comprehension: Review and Discussion Questions, 211
Key Concept Crossword, 212
Developing Your Supervisory Skills, 213
Getting to Know Yourself, 213
Building a Team, 213
Designing Jobs, 213
Thinking Critically, 214
Chapter 9. Leading Followers, 216
Key Concepts, 216
Chapter Outcomes, 217
Responding to a Supervisory Dilemma, 218
Understanding Leadership, 219
Are Leaders Born or Made?, 219
Comprehension Check 9-1, 223
How Do You Become a Leader?, 224
Leadership Behaviors and Styles, 225
Effective Leadership, 227
News Flash!: National Culture Could Affect Your Leadership Style, 229
Contemporary Leadership Roles, 229
Leadership Issues Today, 231
Comprehension Check 9-2, 234
Enhancing Understanding, 235
Summary, 235
Comprehension: Review and Discussion Questions, 235
Key Concept Crossword, 236
Developing Your Supervisory Skills, 237
Getting to Know Yourself, 237
Building a Team, 237
Mentoring Others, 237
Thinking Critically, 238
Chapter 10. Communicating Effectively, 240
Key Concepts, 240
Chapter Outcomes, 241
Responding to a Supervisory Dilemma, 242
What Is Communication?, 244
The Communication Process, 244
Methods of Communication, 245
Something to Think About (and to promote class discussion) Do Women and Men Communicate Differently?, 246
Barriers to Effective Communication, 249
Comprehension Check 10-1, 252
A Special Communication Skill: Active Listening, 255
News Flash!: Communication Differences in the Global Village, 256
The Importance of Feedback Skills, 256
Comprehension Check 10-2, 258
Enhancing Understanding, 259
Summary, 259
Comprehension: Review and Discussion Questions, 259
Key Concept Crossword, 260
Developing Your Supervisory Skills, 261
Getting to Know Yourself, 261
Building a Team, 261
Active Listening, 262
Thinking Critically, 263
Chapter 11. Developing Groups, 266
Key Concepts, 266
Chapter Outcomes, 267
Responding to a Supervisory Dilemma, 268
What Is a Group?, 268
Why Do People Join Groups?, 269
Understanding Informal Workgroups, 270
News Flash!: Solomon Asch and Group Conformity, 271
Comprehension Check 11-1, 274
The Increasing Use of Teams, 275
Team Challenges for Supervisors, 280
Contemporary Team Issues, 283
Comprehension Check 11-2, 284
Enhancing Understanding, 285
Summary, 285
Comprehension: Review and Discussion Questions, 285
Key Concept Crossword, 286
Developing Your Supervisory Skills, 287
Getting to Know Yourself, 287
Building a Team, 287
Developing Your Coaching Skills, 288
Thinking Critically, 288
Part 4. Appraisal, Safety, Negotiation, Change, and Labor Relations, 291
Chapter 12. Performance Appraisal, 292
Key Concepts, 292
Chapter Outcomes, 293
Responding to a Supervisory Dilemma, 294
The Purpose of Employee Performance Appraisals, 295
Performance Appraisal Methods, 300
Comprehension Check 12-1, 304
Potential Problems in Performance Appraisals, 305
Something to Think About (and promote class discussion) Evaluating Students, 306
News Flash!: Performance Appraisals in Contemporary Organizations, 310
Comprehension Check 12-2, 312
Enhancing Understanding, 313
Summary, 313
Comprehension: Review and Discussion Questions, 313
Key Concept Crossword, 314
Developing Your Supervisory Skills, 315
Getting to Know Yourself, 315
Building a Team, 315
Conducting a Performance Evaluation, 315
Thinking Critically, 316
Chapter 13. Workplace Health and Safety, 318
Key Concepts, 318
Chapter Outcomes, 319
Responding to a Supervisory Dilemma, 320
The Occupational Safety and Health Act, 321
News Flash!: OSHA and Needlesticks, 326
Comprehension Check 13-1, 327
Job Safety Programs, 327
A Special Case of Safety: Workplace Violence, 329
Maintaining a Healthy Work Environment, 330
Stress, 332
Helping the Whole Employee, 334
Comprehension Check 13-2, 335
Enhancing Understanding, 336
Summary, 336
Comprehension: Review and Discussion Questions, 336
Key Concept Crossword, 337
Developing Your Supervisory Skills, 338
Getting to Know Yourself, 338
Building a Team, 338
Developing Safety Skills, 339
Thinking Critically, 339
Chapter 14. Conflict, Negotiation, Discipline, and Politics, 342
Key Concepts, 342
Chapter Outcomes, 343
Responding to a Supervisory Dilemma, 344
What Is Conflict?, 345
Comprehension Check 14-1, 350
Understanding Organizational Politics, 351
News Flash!: Status in Organizations, 354
The Disciplinary Process, 354
Negotiation, 360
Comprehension Check 14-2, 362
Enhancing Understanding, 363
Summary, 363
Comprehension: Review and Discussion Questions, 363
Key Concept Crossword, 364
Developing Your Supervisory Skills, 365
Getting to Know Yourself, 365
Building a Team, 365
Disciplining an Employee, 366
Thinking Critically, 368
Chapter 15. Change Management, 370
Key Concepts, 370
Chapter Outcomes, 371
Responding to a Supervisory Dilemma, 372
The Forces for Change, 373
News Flash!: EA Sports, 374
Two Views of the Change Process, 375
Comprehension Check 15-1, 379
Stimulating Innovation, 380
Comprehension Check 15-2, 383
Enhancing Understanding, 384
Summary, 384
Comprehension: Review and Discussion Questions, 384
Key Concept Crossword, 385
Developing Your Supervisory Skills, 386
Getting to Know Yourself, 386
Building a Team, 386
Communicating Effectively, 388
Thinking Critically, 388
Chapter 16. Supervision and Labor, 390
Key Concepts, 390
Chapter Outcomes, 391
Responding to a Supervisory Dilemma, 392
What Is Labor Relations?, 392
Labor Legislation, 395
Comprehension Check 16-1, 398
How Are Employees Unionized?, 398
Collective Bargaining, 400
News Flash!: When the Union Arrives, 401
Comprehension Check 16-2, 406
Enhancing Understanding, 407
Summary, 407
Comprehension: Review and Discussion Questions, 407
Key Concept Crossword, 408
Developing Your Supervisory Skills, 409
Getting to Know Yourself, 409
Building a Team, 409
Resolving a Grievance, 410
Thinking Critically, 411
Postscript: Personal Development, 412
What Is a Career?, 413
Can I Increase My Chances for Getting into the Organization?, 414
Where Can I Find Jobs Advertised on the Internet?, 415
Preparing a Résumé, 415
Excelling at the Interview, 416
Some Suggestions for Developing a Successful Career, 417
A Final Word, 418
Glossary, 419
Solutions, 429
Index, 439
Photo Credits, 449

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