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Tables of Contents for Supervision
Chapter/Section Title
Page #
Page Count
Preface
xv
PART I THE BIG PICTURE
1
144
The Supervisor's Special Role
3
33
Introduction
4
1
Three Types of Management Skills
5
3
Human Skills
5
1
Technical Skills
6
1
Conceptual Skills
7
1
The Supervisor's Responsibilities
8
4
Relations with Subordinates
8
2
Relations with Peers
10
1
Relations with Superiors
11
1
Being Effective and Efficient
12
1
Supervisory Roles
12
4
Role Prescriptions
12
2
Role Conflict
14
1
Role Ambiguity
15
1
Role Performance
15
1
Role Sanctions
16
1
Supervisors As Linking Pins
16
1
Current Trends Affecting Supervisors
17
10
Information and Technology
18
1
Quality and Productivity Improvement
19
2
Education
21
1
Foreign Ownership of American Businesses
22
1
Valuing Diversity
23
1
Work Schedules
24
2
Utilization of Teams
26
1
Sources of Supervisory Personnel
27
2
Instant Replay
29
1
Questions for Class Discussion
30
1
Incident
30
1
The Cajun Dog
31
1
Kim Tanumi's Ms. Print Shop
32
1
Notes
33
1
Suggested Readings
34
2
You and Your Future
36
31
Introduction
37
1
Diversity in Our Workforce
38
1
Obsolescence
38
3
Avoiding Obsolescence
41
2
The Importance of Education
43
1
Planning for Advancement
44
3
Planning Your Career
47
12
Determining Your Career Objectives
50
1
Investigating Jobs and Career Paths
50
1
Labeling Likely Employers
51
1
Seeking Employment
52
5
Assessing Your Situation Periodically
57
2
Career Stages
59
1
Professional Ethics
59
3
Instant Replay
62
1
Questions for Class Discussion
62
1
Incident
63
1
Indecision
63
2
Hazel's Choice
65
1
Notes
65
1
Suggested Readings
66
1
Management Concepts
67
36
Introduction
68
1
Defining Management
68
3
Stated Purposes and Goals
68
1
A Division of Labor Among Specialists
69
1
A Rational Organization or Design
70
1
A Hierarchy of Authority and Accountability
70
1
Authority
71
1
Power
71
1
Responsibility
72
1
Accountability
72
1
Delegation
72
1
Why You Must Delegate
73
3
How to Delegate
74
1
What You Do Not Want to Delegate
75
1
The Management Hierarchy
76
6
The Board of Directors
77
1
The Top Management Level
77
4
The Middle Management Level
81
1
The Operating Management Level
81
1
Line and Staff Authority
82
3
Functional Authority
85
1
The Manager's Functions
86
2
Planning
86
1
Organizing
87
1
Directing
87
1
Controlling
87
1
Decision Making
88
6
A Rational Model
89
3
Common Elements in Decision Making
92
1
Sharing Decisions
93
1
Decisions About Valuing Diversity
94
1
Managing Your Time
94
4
Time Logs
95
1
Eliminating Interruptions
95
1
Daily Planners
96
2
Using Spare Time
98
1
Instant Replay
98
1
Questions for Class Discussion
99
1
Incident
99
1
Who's Responsible?
100
1
Quality Controlled?
101
1
Notes
102
1
Suggested Readings
102
1
Management Functions
103
42
Introduction
104
1
Planning
104
6
Philosophy of Management
105
1
Mission and Vision Statement
106
1
Goals
107
1
Policies
107
1
Rules
108
1
Programs
109
1
Procedures
109
1
Outcomes
110
1
Steps in Planning
110
4
Setting Objectives (Goals)
111
1
Determining Your Alternatives and Restraints
111
1
Evaluating Your Alternatives
112
1
Implementing Your Course or Courses of Action
112
1
Following Up
112
2
Organizing
114
7
Oanizing Principles
117
4
Steps in Organizing
121
3
Determining the Tasks to Be Accomplished
121
1
Subdividing Major Tasks into Individual Activities
122
1
Assigning Specific Activities to Individuals
123
1
Providing the Necessary Resources
123
1
Designing the Organizational Relationships Needed
123
1
Directing
124
5
Staffing
124
2
Training
126
1
Offering Incentives
126
1
Evaluating
126
2
Disciplining
128
1
Management by Wandering Around
128
1
Controlling
129
6
Standards
129
1
The Control Process
130
1
Types of Controls
131
1
Control Characteristics
132
2
Management by Exception
134
1
Management by Objectives
135
1
Coordinating
135
2
Kinds of Coordination
136
1
Coordination Techniques
136
1
Instant Replay
137
1
Questions for Class Discussion
138
1
Incident
139
1
Remember the Mission
140
1
The Typing Pool
141
2
Notes
143
1
Suggested Readings
143
2
PART II YOU AND YOUR PEOPLE
145
246
Communications
147
43
Introduction
148
1
Goals of Communications
148
1
Planning Communications
149
1
The Communication Process
150
7
The Transmitter
150
1
The Message
151
1
The Direction
152
2
The Medium
154
1
The Receivers
155
2
The Feedback
157
1
Communications Barriers
157
7
Uncommon Symbols
158
1
Improper Timing
159
1
Atmospheric Disturbances
160
1
Atmospheric Disturbances
160
1
Improper Attitudes
160
1
Background Differences
161
1
Sender-Receiver Relationships
162
1
Nonquestioning Associates
163
1
Management and Information
164
5
Management Information Systems
164
2
The Supervisor and the MIS
166
3
Computers and Communications
169
1
Spoken Communications
169
9
Basic Ingredients
169
2
The Informational Meeting
171
1
Using the Telephone
172
2
Listening
174
4
Written Communications
178
4
Mechanics
179
1
Writing Letters
180
2
Getting Help
182
1
The Grapevine
182
2
Instant Replay
184
1
Questions for Class Discussion
184
1
Incident
185
1
MIS or Mess?
185
2
Memo Mumbles
187
1
Notes
188
1
Suggested Readings
188
2
Managing Change and Stress
190
41
Introduction
191
1
Attitudes, Beliefs, and Values
191
5
Attitudes
192
2
Beliefs
194
1
Values
195
1
People's Attitudes About Work
196
2
The Work Ethic
197
1
Theories X and Y
198
1
Theory Z
199
1
The Supervisor's Attitudes
200
4
The Pygmalion Effect
201
2
Problem Supervisors
203
1
Your Subordinates' Attitudes
204
2
Good Attitudes Versus Bad Attitudes
205
1
Uncooperative Attitudes: Why People Resist Change
206
1
Personal Reasons
206
1
Social Reasons
207
1
Changing The Attitudes of Subordinates
207
3
Identifying the Improper Attitude or Behavior
208
1
Determining the Root Causes
208
1
Weakening the Root Causes
209
1
Offering a Substitute
209
1
Techniques for Changing Attitudes and Introducing Change
210
9
Force-Field Analysis
210
2
Effective Communications
212
1
Persuasion Techniques
212
3
Participation Techniques
215
1
Training Programs
216
1
Organizational Development Activities
216
3
Stress
219
6
Coping with Stress
221
1
Technostress
222
1
Coping with Technostress
223
2
Instant Replay
225
1
Questions for Class Discussion
225
1
Incident
225
1
Burdens
226
1
Conflicting Views
227
1
Notes
228
1
Suggested Readings
229
2
Human Motivation
231
40
Introduction
232
1
Motivation Defined
232
1
Human Needs
233
6
The Hawthorne Studies
234
1
A Hierarchy of Needs
235
1
The Needs-Goal Model of Motivation
235
3
Physiological Needs
238
1
Safety Needs
238
1
Social Needs
238
1
Esteem Needs
238
1
Self-Realization Needs
239
1
Supervisors and Human Needs
239
2
Accommodating Diversity
241
1
Maintenance and Motivation
242
4
Maintenance or Hygiene Factors
242
1
Motivation Factors
243
3
The Contingency Theory
246
2
The Expectancy Theory
248
3
The Performance
249
1
Capabilities
250
1
Rewards
250
1
The Reinforcement Theory
251
2
The Equity Theory
253
1
Managing Motivation
253
11
Quality
255
2
Productivity
257
1
The Quality, Productivity, Profitability Link
257
3
Quality of Working/Life
260
2
Worker Participation Techniques
262
2
Instant Reply
264
1
Questions for Class Discussion
265
1
Incident
265
1
Julio's Place
266
1
Differing Opinions
267
1
Notes
268
1
Suggested Readings
269
2
Building Relationships with Individuals
271
42
Introduction
272
1
Goals of Human Relations
272
4
Enabling Workers to Be Themselves
273
3
Communicating Supportively
276
1
Developing Sound Working Relationships with Subordinates
276
13
Your Role as Educator
278
3
Your Role as Counselor
281
4
Your Role as Judge
285
2
Your Role as Spokesperson
287
2
Maintaining your Relationships with Subordinates
289
1
Friendship
289
3
Getting Along with Staff Specialists
292
1
Developing Sound Human Relationships with Peers
292
6
Your Role as Educator
293
1
Your Role as Counselor
294
1
Your Role as Judge
295
2
Your Role as Spokesperson
297
1
Competition with Your Peers
298
1
Getting Along with Your Boss
298
2
Your Boss's Expectations
300
2
Winning Your Boss's Confidence
302
2
Finding a Better Way
302
1
Keeping Your Promises
303
1
Speaking Positively or Not at All
303
1
Taking a Position
303
1
Involving Your Boss in Major Decisions
304
1
Obtaining Some of Your Boss's Authority
304
2
Your Expectations of Your Boss
306
2
Instant Replay
308
1
Questions for Class Discussion
308
1
Incident
308
1
Looking Ahead
309
1
People Problems
310
1
Notes
311
1
Suggested Readings
312
1
Supervising Groups
313
43
Introduction
314
1
Collective Entrepreneurship
314
1
The Personality of Groups
315
3
Syntality
316
2
Defining Formal Groups
318
7
Management Teams
319
2
Worker Teams
321
4
Measuring Group Effectiveness
325
5
Group Decision Techniques
330
3
Brainstorming
330
1
Round Robins
330
3
Ground Rules for Meetings
333
2
Before the Meeting
333
1
During the Meeting
334
1
After the Meeting
335
1
Group Member Roles
335
1
Self-Serving Roles
335
1
Group-Serving Roles
336
1
Pitfalls
336
2
The Hidden Agenda
336
1
An Improper Setting
337
1
A Competitive Spirit
337
1
Talkative Members
338
1
Sabotage
338
1
Informal Groups
338
4
Horizontal Cliques
340
1
Vertical Cliques
340
1
Random Cliques
340
2
Joining a Clique
342
2
Stages of Induction
343
1
Group Competition
344
2
Outsiders and Insiders
346
1
Outside Factors
346
1
Inside Factors
347
1
You and Your Informal Group
347
1
Coping with Subordinates' Cliques
348
2
Instant Replay
350
1
Questions for Class Discussion
350
1
Incident
351
1
The New Kid
351
1
Claims and Counterclaims
352
4
Leadership and Management Styles
356
35
Introduction
357
2
Leadership
359
1
Leadership Principles
359
5
Leadership Traits and Skills
360
1
Pluralistic Leaders
361
1
Men, Woman, and Leadership
362
2
Leadership Behaviors
364
1
The Contingency Model of Leadership
364
5
Leadership Personalities
368
1
The Leadership Situation
368
1
The Managerial Grid
369
2
Management and Leadership Styles
371
9
The Bureaucratic Style
372
2
The Autocratic Style
374
1
The Democratic Style
375
2
The Spectator Style
377
3
The Life-Cycle Theory
380
1
The Basic Steps to Becoming a Leader
381
1
Assessing Your Leadership Ability
382
2
Morale
382
1
Group Spirit
383
1
Proficiency
384
1
Self Discipline
384
1
Instant Replay
384
1
Questions for Class Discussion
385
1
Incident
385
1
Conflicts
386
1
Shock Therapy
387
1
Notes
388
1
Suggested Readings
388
3
PART III SHAPING YOUR ENVIRONMENT
391
152
Selection and Orientation
393
45
Introduction
394
1
Advantages of Supervisor Involvement
394
1
The Selection Process
395
7
Job Description
397
1
Job Specification
398
4
Recruiting
402
4
Affirmative Action Programs
403
1
The Supreme Court's Consensus on Affirmative Action
403
1
EEO/Affirmative Action and Valuing Diversity
404
1
Reverse Discrimination
404
1
Recruiting Women
405
1
Recruiting the Differently Abled
405
1
Recruiting Minorities
406
1
The Supervisor's Role in Minority Hiring
406
1
Applicant Screening Procedures
407
13
The Application
408
1
Interviews
408
8
Tests
416
1
Drug Testing
417
1
AIDS and Hiring
418
1
Screening by Polygraph
419
1
The Immigration Reform and Control Act
420
1
Pitfalls
420
2
Planning the Newcomer's First Day
422
1
Orientation
422
2
Orientation Program Goals
423
1
Induction
424
2
Induction Goals
424
1
Making Arrangement
425
1
The Socialization Process
426
1
The Five Basic Questions
427
4
Where Am I Now?
427
3
What are My Duties?
430
1
What are My Rights?
430
1
What are My Limits?
430
1
Where Can I Go?
431
1
Following Up
431
1
Probation
432
1
Instant Replay
432
1
Questions for Class Discussion
433
1
Incident
433
1
Belle's First Job
434
1
Arthur's First Day
435
1
Notes
436
1
Suggested Readings
437
1
Training
438
39
Introduction
439
1
The Subjects of Training
439
3
Attitudes
439
1
Knowledge
440
1
Skills
440
2
Advantages of Training for The Supervisor
442
1
Advantages of Training for Subordinates
443
1
Requirements for Trainers
444
3
Behavior Modeling
445
2
Requirements for Trainees
447
1
The Principles of Training
447
5
Motivation
448
1
Individualism
448
1
Realism
449
1
Response
449
2
Objective
451
1
Reinforcement
451
1
Subjects
451
1
The Training Cycle
452
16
Part 1. Identifying Training Needs
453
1
Part 2. Preparing Training Objectives
454
3
Part 3. Preparing the Training Process
457
9
Part 4. Conducting and Evaluating the Training
466
2
Training for Valuing Diversity
468
1
Pitfalls
469
1
Instant Replay
470
1
Questions for Class Discussion
471
1
Incident
471
1
John Paul Jones
472
2
Trouble Down the Line
474
2
Notes
476
1
Suggested Readings
476
1
The Appraisal Process
477
35
Introduction
478
1
Goals of Appraisals
478
1
What to Appraise
479
5
Standards
481
1
Appraisals and Diversity
482
1
You as an Appraiser
483
1
Appraisal the Japanese Way
483
1
Legal Concerns When Appraising Workers
484
7
360-Degree Review Process
484
1
Appraisal Methods
485
1
Ranking or Forced-Distribution Method
486
1
Checklist or Forced-Choice Method
487
1
Critical-Incident or Narrative Method
488
1
Behaviorally Anchored Rating Scales
489
1
Field-Review Method
489
1
Scale Method
490
1
Management By Objectives
491
1
Appraising with Mbo
492
3
Setting goals
492
1
Identifying Resources and Actions Needed
493
1
Arranging Goals in Priorities
493
1
Setting Timetables
494
1
Appraising the Results
494
1
Appraising By Computer
495
2
Employee-Appraisal Software
496
1
Pitfalls
497
4
The Halo Effect
497
1
Rating the Person-Not the Performance
497
1
Rating Everyone as Average
498
1
Saving up for the Appraisal
499
1
The Rush Job
499
1
Comparisons
500
1
Not Sharing the Results
500
1
Lack of Proper Training
500
1
Lack of Standards Performance
501
1
Lack of Proper Documentation
501
1
The Error of Recent Events
501
1
The Appraisal Interview
501
7
Preparing for the Interview
502
2
Conducting the Interview
504
1
Follow-up on the Results
505
1
Rewards for Those Who Excel
505
2
Negative Results
507
1
Instant Replay
508
1
Questions for Class Discussion
508
1
Incident
508
1
Keep `Em on Their Toes
509
1
It's Results That Count
509
1
Notes
510
1
Suggested Readings
511
1
Discipline
512
31
Introduction
513
1
The Supervisor and Discipline
513
2
Subordinates and Responsibility
515
1
A Fair and Equitable Disciplinary System
516
3
The Hot Stove Concept
516
2
Progressive Discipline
518
1
Positive Discipline
519
5
Legal Concerns
521
1
Resolving Complaints
521
1
Employee Assistance Programs
522
2
Diversity and Discipline
524
1
Negative Discipline
525
9
Penalties
526
1
Common Problems
526
3
Before Taking Action
529
3
Giving the Reprimand
532
1
The Decision to Fire
533
1
Pitfalls
534
3
Starting Off Soft
535
1
Acting in Anger
535
1
Disciplining in Public
535
1
Incomplete Research and Analysis
536
1
Exceeding Your Authority
536
1
Being Vindictive
536
1
Leaving It to Others
537
1
Failing to Keep Adequate Records
537
1
Instant Replay
537
1
Questions for Class Discussion
538
1
Incident
538
1
What Should Be Done?
539
1
What to Do About Joe
540
1
Notes
541
1
Suggested Readings
542
1
PART IV SPECIAL CONCERNS
543
74
Complaints, Grievances, and The Union
545
34
Introduction
546
1
Complaints
546
6
Handling Complaints: A Companywide Systems Approach
546
2
Handling Complaints: Developing Your Own Approach
548
2
A Recommended Approach
550
2
Maintaining A Nonunion Environment
552
2
Labor Unions
554
5
Employee Associations
555
2
Why Employees Band Together
557
1
Union Security Provisions
558
1
Labor Legislation
559
6
Norris-LaGuardia Act (1932)
559
2
National Labor Relations Act (1935)
561
1
Labor-Management Relations Act (1947)
562
2
Representation Elections
564
1
The Supervisor's Role During Representation Elections
565
1
Labor Relations
565
8
Collective Bargaining
565
1
Enforcing the Labor Contract
566
1
The Supervisor and the Steward
567
1
Handling Grievances
568
3
The Grievance Procedure
571
2
Mediation
573
1
Arbitration
573
1
Instant Replay
573
1
Questions for Class Discussion
574
1
Incident
574
1
An Intoxicating Experience
575
1
A Minor Change
576
1
Notes
577
1
Suggested Readings
577
2
Security, Safety, and Health
579
38
Introduction
580
1
Physical Security
580
10
Employee Theft
581
2
Selection and Prevention
583
2
Office Security
585
1
Shop Security
586
2
Shoplifting
588
1
Fire Prevention
589
1
Protecting People
590
16
Illnesses, Injuries, and Deaths
593
2
AIDS in the Workplace
595
2
Drugs and Employees
597
6
Family Leave
603
1
The Supervisor's Role
603
3
The Occupational Safety and Health Act (1970)
606
3
Occupational Safety and Health Standards
607
1
Compliance Complaints
608
1
OSHA Inspections
608
1
On-Site Consultation
609
1
State Programs
609
3
Worker's Compensation
610
2
Instant Replay
612
1
Questions for Class Discussion
612
1
Incident
613
1
Safety First
613
1
The Rumor
614
1
Notes
615
1
Suggested Readings
616
1
Appendix How to Present a Case in Class
617
2
Glossary
619
6
Index
625