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Knowing: Getting Ready for Exams and Quizzes
by David A. De Cenzo, Mary A. Coulter, Stephen P. Robbins
Fundamentals of Management, 11/e
Fundamentals of Management
Brief Contents
Contents
Preface
New to This Edition
Solving Teaching and Learning Challenges
Chapter by Chapter Changes
Instructor Teaching Resources
Thank You!
About the Authors
Part 1 Introduction
1 Managers and Management in Today’s WorkplaceManagers and Management in Today’s Workplace
Learning Outcomes
Who Are Managers and Where Do They Work?
What Three Characteristics Do All Organizations Share?
How Are Managers Different from Nonmanagerial Employees?
What Titles Do Managers Have?
What Is Management?
Is the Manager’s Job Universal?
Level in the Organization
Profit Versus Not-for-profit
Size Of Organization
Management Concepts and National Borders
3 Ways to Look at What Managers Do
Why Study Management?
What Factors Are Reshaping and Redefining Management?
Why Are Customers Important to the Manager’s Job?
Why Is Innovation Important to the Manager’s Job?
Importance of Social Media to the Manager’s Job
Importance of Sustainability to the Manager’s Job
What Employability Skills Are Critical for Getting and Keeping a Job?
Wrapping It Up . . .
Knowing: Getting Ready for Exams and Quizzes
Chapter Summary By Learning Outcome
Discussion Questions
Applying: Getting Ready for the Workplace
Management Skill Builder Becoming Politically Adept
Skill Basics
Practicing The Skill
Case Application #1
Training Better Managers...Now at Walmart Topic: Management training
Discussion Questions
Case Application #2
Who Needs a Boss? Topic: Holacracy
Discussion Questions
Case Application #3
Destroying the World Topic: Data Security and Data Breaches
Discussion Questions
Endnotes
History ModuleA Brief History of Management’s Roots
1960s
Contemporary Approaches
2 The Management Environment
Learning Outcomes
What Is the External Environment and Why Is It Important?
What Is the Economy Like Today?
Snapshots of the economic context
Economic Inequality and the Economic Context
The Sharing Economy
What Role Do Demographics Play?
How Does the External Environment Affect Managers?
What Is Organizational Culture?
How Can Culture Be Described?
How Does Organizational Culture Affect Managers?
How Does Culture Affect What Employees Do?
How Does Culture Affect What Managers Do?
What Are Current Issues in Organizational Culture?
Creating a Customer-Responsive Culture
Creating an Innovative Culture
Creating a Sustainability Culture
Creating an Ethical Culture
Creating a Learning Culture
Knowing: Getting Ready for Exams and Quizzes
Chapter Summary by Learning Outcome
Discussion Questions
Applying: Getting Ready for the Workplace
Management Skill Builder Understanding Culture
Skill Basics
Practicing the Skill
Case Application #1
Bad Ride. Bumpy Ride. Topic: Organizational culture, organizational values, leader’s influence on culture
Discussion Questions
Case Application #2
Not Sold Out Topic: External environment/trends
Discussion Questions
Case Application #3
Extreme Openness Topic: Organizational culture, openness, pay transparency
Discussion Questions
Endnotes
3 Important Managerial IssuesImportant Managerial Issues
Learning Outcomes
What Is Globalization and How Does It Affect Organizations?
What Does It Mean to Be “Global”?
How Do Organizations Go Global?
What Are the Different Types of Global Organizations?
“Which product is right for you?”
“We don’t want people to think we’re based in any one place.” to think we’re based in any one place.”
“This decision we’re making at headquarters has company-wide, world-wide implications.”
What Do Managers Need to Know about Managing in a Global Organization?
What Does Society Expect from Organizations and Managers?
How Can Organizations Demonstrate Socially Responsible Actions?
Should Organizations Be Socially Involved?
What Is Sustainability and Why Is It Important?
What Factors Determine Ethical and Unethical Behavior?
In What Ways Can Ethics Be Viewed?
How Can Managers Encourage Ethical Behavior?
Codes of Ethics
Ethical Leadership
Ethics Training
Knowing: Getting Ready for Exams and Quizzes
Chapter Summary by Learning Outcome
Discussion Questions
Applying: Getting Ready for the Workplace
Management Skill Builder Building High Ethical Standards
Skill Basics
What Your Organization Can Do
Practicing the Skill
Case Application #1
Global Control Topic: Global organization, global ethics, and social responsibility
Discussion Questions
Case Application #2
Serious about Sustainability? Topic: Sustainability, environmental responsibility
Discussion Questions
Case Application #3
Flagrant Foul Topic: Business ethics
Discussion Questions
Endnotes
Part 2 Planning
4 Making Decisions
Learning Outcomes
How do Managers Make Decisions?
What Defines a Decision Problem?
What is Relevant in the Decision-Making Process?
How Does the Decision Maker Weight the Criteria and Analyze Alternatives?
What Determines the Best Choice?
What Happens in Decision Implementation?
What is the Last Step in the Decision Process?
What Common Errors Are Committed in the Decision-Making Process?
What Types of Decisions and Decision-Making Conditions Do Managers Face?
How Do Problems Differ?
How Does a Manager Make Programmed Decisions?
Procedures
Rules
Policies
How Do Nonprogrammed Decisions Differ from Programmed Decisions?
How Are Problems, Types of Decisions, and Organizational Level Integrated?
What Decision-Making Conditions Do Managers Face?
How Do Groups Make Decisions?
What Are the Advantages and Disadvantages of Group Decision Making?
Advantages of Group Decisions
Disadvantages of Group Decisions
The Tragedy of Groupthink
When Are Groups Most Effective?
How Can You Improve Group Decision Making?
What Is Brainstorming?
How does the Nominal Group Technique Work?
How can Electronic Meetings Enhance Group Decision Making?
What Contemporary Decision-Making Issues Do Managers Face?
How Does National Culture Affect Managers’ Decision Making?
Why Are Creativity and Design Thinking Important in Decision Making?
Understanding Creativity
Understanding Design Thinking
How is big data changing the way managers make decisions?
Big Data Today
Knowing: Getting Ready for Exams and Quizzes
Chapter Summary by Learning Outcome
Discussion Questions
Applying: Getting Ready for the Workplace
Management Skill Builder Being a Creative Decision Maker
Skill Basics
Practicing the Skill
Case Application #1
Big Brown Numbers Topic: Efficiency, sustainability
Discussion Questions
Case Application #2
The Business of Baseball Topic: Big data
Discussion Questions
Case Application #3
Slicing the Line Topic: Decision-making process, creative problem solving
Discussion Questions
Endnotes
Quantitative Module Quantitative Decision-Making Tools
Payoff Matrices
Decision Trees
Break-Even Analysis
Linear Programming
Queuing Theory
Economic Order Quantity Model
Endnotes
5 Planning and Goal Setting
Learning Outcomes
What Is Planning and Why Do Managers Need to Plan?
Why Should Managers Formally Plan?
What Are Some Criticisms of Formal Planning and How Should Managers Respond?
Does Formal Planning Improve Organizational Performance?
What Do Managers Need to Know about Strategic Management?
What Is Strategic Management?
Why Is Strategic Management Important?
What Are the Steps in the Strategic Management Process?
What Strategies Do Managers Use?
1 Corporate Strategy
2 Competitive Strategy
Important Role of Competitive Advantage
Types of Competitive Strategies
3 Functional Strategy
What Strategic Weapons Do Managers Have?
Quality as a Strategic Weapon
Social Media as a Strategic Weapon
Big Data and Digital Tools as Strategic Weapons
How Do Managers Set Goals and Develop Plans?
What Types of Goals Do Organizations Have and How Do They Set Those Goals?
Types of Goals
Setting Goals
Traditional Goal Setting
Management by Objectives
Characteristics of Well-Written Goals
Steps in Setting Goals
What Types of Plans Do Managers Use and How Do They Develop Those Plans?
Types of Plans
Breadth
Time Frame
Specificity
Frequency of Use
Developing Plans
Contingency Factors in Planning
Approaches to Planning
What Contemporary Planning Issues Do Managers Face?
How Can Managers Plan Effectively in Dynamic Environments and in Crisis Situations?
Dynanic Environments
Crisis Situations
How Can Managers Use Environmental Scanning?
Knowing: Getting Ready for Exams and Quizzes
Chapter Summary by Learning Outcome
Discussion Questions
Applying: Getting Ready for the Workplace
Management Skill Builder Being a Good Goal Setter
Skill Basics
Practicing the Skill
Case Application #1
Fast Fashion Topics: Organizational growth strategy, competitive advantage, and social responsibility
Discussion Questions
Case Application #2
Mapping a New Direction Topic: Strategic change, strategic planning, and strategic leadership
Discussion Questions
Case Application #3
Using Tech to Sell Pizza Topic: Technology and strategy
Discussion Questions
Endnotes
6 Managing Change and Innovation
Learning Outcomes
What Is Change and How Do Managers Deal with It?
Why Do Organizations Need to Change?
What External Forces Create a Need to Change?
What Internal Forces Create a Need to Change?
Who Initiates Organizational Change?
How Does Organizational Change Happen?
1 What is the “Calm Waters” Metaphor?What is the “Calm Waters” Metaphor?
2 What is the “White-Water Rapids” Metaphor?What is the “White-Water Rapids” Metaphor?
Does Every Manager Face a World of Constant and Chaotic Change?
How do Organizations Implement Planned Changes?
How do Managers Manage Resistance to Change?
Why Do People Resist Organizational Change?
What Are Some Techniques for Reducing Resistance to Organizational Change?
What Reaction Do Employees Have to Organizational Change?
Job-related factors:
Personal factors
How Can Stress Be Managed?
How Can Managers Encourage Innovation in an Organization?
How Are Creativity and Innovation Related?
What’s Involved in Innovation?
How Can a Manager Foster Innovation?
How do Structural Variables Affect Innovation?
How Does an Organization’s Culture Affect Innovation?
What Human Resource Variables Affect Innovation?
How Does Design Thinking Influence Innovation?
What Is Disruptive Innovation and Why Is Managing It So Important?
What Is Disruptive Innovation?
Why Is Disruptive Innovation Important?
What Are the Implications of Disruptive Innovation?
For Entrepreneurs
For Corporate Managers.
For Personal Career Planning.
Knowing: Getting Ready for Exams and Quizzes
Chapter Summary by Learning Outcome
Discussion Questions
Applying: Getting Ready for the Workplace
Management Skill Builder Stress Management
Controlling Workplace Stress
Skill Basics
Practicing the Skill
Case Application #1
Defeating The System. Topic: Changing Culture
Discussion Questions
Case Application #2
The Next Big Thing Topic: Organizational change, innovative culture
Discussion Questions
Case Application #3
Time to Change? Topic: Disruptive innovation
Discussion Questions
Endnotes
7 Managing Entrepreneurial Ventures
Learning Outcomes
What Is the Context of Entrepreneurship and Why Is It Important?
What Is Entrepreneurship?
Is Entrepreneurship Different from Self-Employment?
Who’s Starting Entrepreneurial Ventures?
Why Is Entrepreneurship Important?
Innovation
Number of New Startups
Job Creation
Global Entrepreneurship
What Do Entrepreneurs Do?
Assessing Potential and Starting up
Launching The Venture
Managing The Venture
What Happens in the Entrepreneurial Process?
What Social Responsibility and Ethics Issues Face Entrepreneurs?
Social Responsibility and Social Entrepreneurs
Entrepreneurial Ethics
What’s Involved in Planning New Ventures?
What Initial Efforts Must Entrepreneurs Make?
How Should Entrepreneurs Research the Venture’s Feasibility?
Generating Ideas
Evaluating Ideas
“Getting the Dirt” on Competitors
Show me the Money
What Planning Do Entrepreneurs Need to Do?
What Additional Planning Considerations Do Entrepreneurs Need to Address?
Organizational Values, Vision, and Mission
Organizational Culture
What’s Involved in Organizing an Entrepreneurial Venture?
What Are the Legal Forms of Organization for Entrepreneurial Ventures?
What Type of Organizational Structure Should Entrepreneurial Ventures Use?
What Human Resource Management Issues Do Entrepreneurs Face?
Employee Recruitment
Employee Retention
What’s Involved in Leading an Entrepreneurial Venture?
What Type of Personality Characteristics Do Entrepreneurs Have?
How Can Entrepreneurs Motivate Employees?
How Can Entrepreneurs Be Leaders?
What’s Involved in Controlling an Entrepreneurial Venture?
How Is Growth Managed?
How Are Downturns Managed?
What’s Involved with Exiting the Venture?
Why Is It Important to Think about Managing Personal Challenges as an Entrepreneur?
Knowing: Getting Ready for Exams and Quizzes
Chapter Summary by Learning Outcome
Discussion Questions
Applying: Getting Ready for the Workplace
Management Skill Builder Developing Grit
Skill Basics
Practicing the Skill
Case Application #1
A Restaurant That Does More Than Just Feed Customers Topic: Social entrepreneurship
Discussion Questions
Case Application #2
The X Factor Topic: Women entrepreneurs, EV funding
Discussion Questions
Case Application #3
Eyeing the Future Topic: Opportunities, entrepreneurial ideas
Discussion Questions
Endnotes
Part 3 Organizing
8 Organizational Structure and Design
Learning Outcomes
What Are the Six Key Elements in Organizational Design?
1 What Is Work Specialization?
Traditional View
Today’s View
2 What Is Departmentalization?
Traditional View
Today’s View
3 What Are Authority and Responsibility?
Traditional View
What are the Different Types of Authority Relationships?
What is Unity of Command?
Today’s View
How do Authority and Power Differ?
4 What Is Span of Control?
Traditional View
Today’s View
5 How Do Centralization and Decentralization Differ?
Traditional View
Today’s View
6 What Is Formalization?
Traditional View
Today’s View
What Contingency Variables Affect Structural Choice?
Mechanistic organization (or bureaucracy)
Organic organization
What Are Some Common Organizational Designs?
What Traditional Organizational Designs Can Managers Use?
What is the Simple Structure?
What is the Functional Structure?
What is the Divisional Structure?
What Contemporary Organizational Designs Can Managers Use?
What are Team Structures?
What are Matrix and Project Structures?
What is a Boundaryless Organization?
What Are Today’s Organizational Design Challenges?
How Do You Keep Employees Connected?
How Do Global Differences Affect Organizational Structure?
How Do You Build a Learning Organization?
How Can Managers Design Efficient and Effective Flexible Work Arrangements?
What’s Involved in Remote Work or Telecommuting?
How can Organizations use Compressed Workweeks, Flextime, and Job Sharing?
What is a Contingent Workforce?
Knowing: Getting Ready for Exams and Quizzes
Chapter Summary by Learning Outcome
Discussion Questions
Applying: Getting Ready for the Workplace
Management Skill Builder Increasing Your Power
Skill Basics
Practicing the Skill
Case Application #1
Turbulence at United Air Topic: Organizational structure, employee behavior
Discussion Questions
Case Application #2
Lift Off Topic: Learning organization, knowledge resources
Discussion Questions
Case Application #3
A New Kind of Structure Topic: Virtual assistants
Discussion Questions
Endnotes
9 Managing Human Resources and Diversity
Learning Outcomes
What Is the Human Resource Management Process and What Influences It?
What Is the Legal Environment of HRM?
What Are The Primary U.S. Laws Affecting HRM?
Are HRM Laws The Same Globally?
How Do Managers Identify and Select Competent Employees?
1 What Is Employment Planning?
(1) How Does an Organization Do a Current HR Assessment?
(2) How Are Future Employee Needs Determined?
2A How Do Organizations Recruit Employees?
Where Does A Manager Recruit Applicants?
2B How Does a Manager Handle Layoffs?
What Are Downsizing Options?
3 How Do Managers Select Job Applicants?
What is Reliability?
What is Validity?
How Effective Are Tests And Interviews As Selection Devices?
How Can You “close The Deal”?
How Are Employees Provided with Needed Skills and Knowledge?
How Are New Hires Introduced to the Organization?
What Is Employee Training?
How Are Employees Trained?
How Can Managers Ensure That Training Is Working?
Keeping Great People: Two Ways Organizations Do This
Three approaches to multiperson comparison
Traditional Manager-Employee Performance Evaluation Systems May Be Outdated Due To:41
When Employee’s Performance Is Not Up to Par…
What Contemporary HRM Issues Face Managers?
How Can Managers Manage Downsizing?
What Is Sexual Harassment?
How Are Organizations and Managers Adapting to a Changing Workforce?
Work/Life Balance Programs
Contingent Jobs
How Can Workforce Diversity and Inclusion Be Managed?
What Is Workforce Diversity?
What Types of Diversity Are Found in Workplaces?
Age
Gender
Race and Ethnicity
Disability/Abilities
Religion
LGBTQ—Sexual Orientation and Gender Identity
Other Types Of Diversity
How Does Workforce Diversity and Inclusion Affect HRM?
What about Inclusion?
Knowing: Getting Ready for Exams and Quizzes Chapter Summary by Learning Outcome
Discussion Questions
Applying: Getting Ready for the Workplace
Management Skill Builder Providing Good Feedback
Skill Basics
Practicing the Skill
Case Application #1
Race Relations Topic: Unconscious (implicit) bias, racial-bias training
Discussion Questions
Case Application #2
Résumé Regrets Topic: Résumé discrepancies
Discussion Questions
Case Application #3
Spotting Talent Topic: Attracting/selecting talent
Discussion Questions
Endnotes
Professionalism Module Professionalism and Employability
What is Professionalism?
How Can I Show My Professionalism?
How Can I Have a Successful Career?
10 Managing Work Groups and Work Teams
Learning Outcomes
What Is a Group and What Stages of Development Do Groups Go Through?
What Is a Group?
What Are the Stages of Group Development?
5 Major Concepts of Group BehaviorMajor Concepts of Group Behavior
Small Group Better At
Large Group Better At
Drawbacks of Large Groups
How Are Groups Turned into Effective Teams?
Are Work Groups and Work Teams the Same?
What Are the Different Types of Work Teams?
What Makes a Team Effective?
What Factors in the Context Appear to Make a Team Effective?
What Team Composition Factors Lead to Effectiveness?
How Does Work Design Affect Team Effectiveness?
What Team Processes are Related to Team Effectiveness?
How Can a Manager Shape Team Behavior?
What Role Does Selection Play?
Can Individuals be Trained to be Team Players?
What Role do Rewards Play in Shaping Team Players?
What Current Issues Do Managers Face in Managing Teams?
What’s Involved with Managing Global Teams?
How do Team Composition Factors Affect Managing a Global Team?
How Does Team Structure Affect Managing a Global Team?
How do Team Processes Affect Managing a Global Team?
When Are Teams Not the Answer?
Knowing: Getting Ready for Exams and Quizzes
Chapter Summary by Learning Outcome
Discussion Questions
Applying: Getting Ready for the Workplace
Management Skill Builder Developing Your Coaching Skills
Skill Basics
Practicing the Skill
Case Application #1
Rx: Teamwork Topic: Team-based model
Discussion Questions
Case Application #2
Building Better Software Build Teams Topic: Team effectiveness
Discussion Questions
Case Application #3
Employees Managing Themselves—Good Idea or Not? Topic: Self-managed teams
Discussion Questions
Endnotes
Part 4 Leading
11 Understanding Individual Behavior
Learning Outcomes
What Are the Focus and Goals of Organizational Behavior?
What Is the Focus of OB?
What Are the Goals of Organizational Behavior?
What Role Do Attitudes Play in Job Performance?
What Are the Three Components of an Attitude?
What Attitudes Might Employees Hold?
Do Individuals’ Attitudes and Behaviors Need to Be Consistent?
What Is Cognitive Dissonance Theory?
How Can an Understanding of Attitudes Help Managers Be More Effective?
What Do Managers Need to Know About Personality?
How Can We Best Describe Personality?
What is the Myers-Briggs Type Indicator?
What is the Big Five Model Of Personality?
What Is Emotional Intelligence?
Can Personality Traits Predict Practical Work-Related Behaviors?
How Do We Match Personalities and Jobs?
Do Personality Attributes Differ Across Cultures?
How Can an Understanding of Personality Help Managers Be More Effective?
What Is Perception and What Influences It?
What Influences Perception?
How Do Managers Judge Employees?
What Is Attribution Theory?
Can Attributions Be Distorted?
What Perceptual Shortcuts Do We Use?
How Can an Understanding of Perception Help Managers Be More Effective?
How Do Learning Theories Explain Behavior?
Shaping Behavior
How Can an Understanding of Learning Help Managers Be More Effective?
Manage Employees’ Learning
Watch What You Reward
Watch What You Do
What Contemporary OB Issues Face Managers?
How Do Generational Differences Affect the Workplace?
What Are The Generational Groups?
Dealing With the Managerial Challenges
How Do Managers Deal with Negative Behavior in the Workplace?
Knowing: Getting Ready for Exams and Quizzes Chapter Summary by Learning Outcome
Discussion Questions
Applying: Getting Ready for the Workplace
Management Skill Builder Understanding Employee Emotions
Skill Basics
Practicing the Skill
Case Application #1
Getting All Emotional at Google Topic: Emotional intelligence?
Discussion Questions
Case Application #2
Putting Customers Second Topic: Employee-first culture, employee engagement surveys
Discussion Questions
Case Application #3
Adobe’s Advantage Topic: Employee satisfaction, employee surveys
Discussion Questions
Endnotes
12 Motivating and Rewarding Employees
Learning Outcomes
What Is Motivation?
4 Early Theories of Motivation (1950s & 1960s)Early Theories of Motivation (1950s & 1960s)
Motivating Employees
How Do the Contemporary Theories Explain Motivation?
What Is Goal-Setting Theory?
How Does Job Design Influence Motivation?
What Is Equity Theory?
How Does Expectancy Theory Explain Motivation?
How Can We Integrate Contemporary Motivation Theories?
What Current Motivation Issues Do Managers Face?
How Can Managers Motivate Employees When the Economy Stinks?
How Does Country Culture Affect Motivation Efforts?
How Can Managers Motivate Unique Groups of Workers?
(1) Motivating a Diverse Workforce
(2) Motivating Professionals
(3) Motivating Contingent Workers
How Can Managers Design Appropriate Rewards Programs?
How can Open-book Management Programs Motivate Employees?
How can Managers use Employee Recognition Programs?
How can Managers use Pay-for-performance to Motivate Employees?
A Final Note on Employee Rewards Programs
Knowing: Getting Ready for Exams and Quizzes
Chapter Summary by Learning Outcome
Discussion Questions
Applying: Getting Ready for the Workplace
Management Skill Builder Being a Good Motivator
Skill Basics
Practicing The Skill
Case Application #1
One for the Money... Topic: Money and motivation
Discussion Questions
Case Application #2
Unlimited Vacation Time? Really? Topic: Motivating professionals, expectancy theory
Discussion Questions
Case Application #3
Passionate Pursuits Topic: Motivating unique groups of workers, job design
Discussion Questions
Endnotes
13 Leadership and Trust
Learning Outcomes
Who Are Leaders, and What Is Leadership?
What Do Early Leadership Theories Tell Us About Leadership?
What Now?
UNIVERSITY OF IOWA7
Behavioral Dimension
Conclusion
OHIO STATE8
Behavioral Dimension
Conclusion
UNIVERSITY OF MICHIGAN9
Behavioral Dimension
Conclusion
Managerial Grid10
Behavioral Dimension
Conclusion
What Now?
What Do the Contingency Theories of Leadership Tell Us?
What Was the First Comprehensive Contingency Model?
How Do Followers’ Willingness and Ability Influence Leaders?
How Participative Should a Leader Be?
How Do Leaders Help Followers?
What Is Leadership Like Today?
What Do the Four Contemporary Views of Leadership Tell Us?
How do Leaders Interact with Followers?
How do Transactional Leaders Differ From Transformational Leaders?
How do Charismatic Leadership and Visionary Leadership Differ?
What About Leaders and Teams?
What Issues Do Today’s Leaders Face?
Why do Leaders Need to Empower Employees?
Does National Culture Affect Leadership?
How Does Emotional Intelligence Affect Leadership?
What About Toxic Bosses and Leadership?
Why Is Trust the Essence of Leadership?
A Final Thought Regarding Leadership
Knowing: Getting Ready for Exams and Quizzes
Chapter Summary by Learning Outcome
Discussion Questions
Applying: Getting Ready for the Workplace
Management Skill Builder Being a Good Leader
Skill Basics
Practicing the Skill
Case Application #1
“Success Theater” at General Electric Topic: Leadership style, organizational culture, leader trust
Discussion Questions
Case Application #2
Developing Gen Y Leaders Topic: Leadership development
Discussion Questions
Case Application #3
Investing in Leadership Topic: Leadership development, cross-cultural leadership, mentors
Discussion Questions
Endnotes
14 Managing Organizational and Interpersonal Communication
Learning Outcomes
How Do Managers Communicate Effectively?
How Does the Communication Process Work?
Are Written Communications More Effective Than Verbal Ones?
Is the Grapevine an Effective Way to Communicate?
How Do Nonverbal Cues Affect Communication?
What Barriers Keep Communication from Being Effective?
How Does Filtering Affect Communication?
How Does Selective Perception Affect Communication?
How Does Information Overload Affect Communication?
How Do Emotions Affect Communication?
How Does Language Affect Communication?
How Does Gender Affect Communication?
How Does National Culture Affect Communication?
How Can Managers Overcome Communication Barriers?
Why Use Feedback?
Why Should Simplified Language Be Used?
Why Must We Listen Actively?
Why Must We Constrain Emotions?
Why The Emphasis On Nonverbal Cues?
Technology and Managerial Communication
In a mobile communication system
Networked and Mobile Communication Applications
What Communication Issues Do Managers Face Today?
How Do We Manage Communication in an Internet World?
Legal And Security Issues
Personal Interaction
How Does Knowledge Management Affect Communication?
What Role Does Communication Play in Customer Service?
How Can We Get Employee Input and Why Should We?
How Do We Have Civil Conversations in the Workplace?
How Does Workplace Design Affect Communication?
Why Should Managers Be Concerned with Communicating Ethically?
Knowing: Getting Ready for Exams and QuizzesChapter Summary by Learning Outcome
Discussion Questions
Applying: Getting Ready for the Workplace
Management Skill Builder Being a Good Listener
Skill Basics
Practicing the Skill
Case Application #1
#AthletesusingTwitter Topic: Social media, communicating ethically
Discussion Questions
Case Application #2
Banning E-Mail. Banning Voice Mail Topic: Effective communication
Discussion Questions
Case Application #3
Anytime Feedback Topic: Feedback
Discussion Questions
Endnotes
Part 5 Controlling
15 Controlling Work and Organizational Processes
Learning Outcomes
What Is Control and Why Is It Important?
What Is Control?
Why Is Control Important?
What Takes Place as Managers Control?
1 What Is Measuring?
How Do Managers Measure?
What Do Managers Measure?
2 How Do Managers Compare Actual Performance to Planned Goals?How Do Managers Compare Actual Performance to Planned Goals?
3 What Managerial Action Can Be Taken?
How Do You Correct Actual Performance?
How Do You Revise The Standard?
What Should Managers Control?
When Does Control Take Place?
What Is Feedforward Control?
When Is Concurrent Control Used?
Why Is Feedback Control So Popular?
KEEPING TRACK: What Gets Controlled?
What Contemporary Control Issues Do Managers Confront?
Do Controls Need to Be Adjusted for Cultural Differences?
What Challenges Do Managers Face in Controlling the Workplace?
Is My Work Computer Really Mine?
Is Employee Theft On The Rise?
What Can Managers Do About Workplace Violence?
Knowing: Getting Ready for Exams and Quizzes
Chapter Summary by Learning Outcome
Discussion Questions
Applying: Getting Ready for the Workplace
Management Skill Builder Disciplining Difficult Employees
Skill Basics
Practicing the Skill
Case Application #1
HealthyFast Food? Topic: Control process, social responsibility
Discussion Questions
Case Application #2
If You Can’t Say Something Nice, Don’t Say Anything at All Topic: Employee performance controls
Discussion Questions
Case Application #3
Goals and Controls Topic: Role of goals in controlling, control process, efficiency and effectiveness
Discussion Questions
Endnotes
Operations Module Managing Operations
What Do I Need to Know About Operations Management?
What Is Value Chain Management and Why Is It Important?
How Is Value Chain Management Done?
What Contemporary Issues Do Managers Face in Managing Operations?
Endnotes
Glossary
Index
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