Wiley Pathways Supervision

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 Résumés 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