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Supervision
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Table of Contents

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

About the Author

Bob Nelson, PhD is President of Nelson Motivation Inc., and author of 1001 Ways to Reward Employees and Managing for Dummies.

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