book

Management, 13e

Name: Management, 13e
ISBN: 9780133910292

by Stephen P. Robbins, Mary Coulter

December 2014

Beginner

480 pages

50h 18m

English

Pearson

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Management
About the Authors
Brief Contents
Contents
Preface
Key Changes to the 13th EditionOther Important ChangesMyManagementLab Suggested Activities Watch ItTalk About ItWrite ItPersonal Inventory Assessments (PIA)Assisted Graded Writing QuestionsChapter-by-Chapter ChangesWhat This Course Is About and Why It’s ImportantOur ApproachWhat’s Expected of the Student in This Course User’s GuideGetting the Most Out of Your Textbook: Getting a Good Grade in This Course2015 Qualitative Business Video LibraryCourseSmart
Part 1 Introduction to Management
Chapter 1 Managers in the Workplace
It’s Your Career The ABC’s of Managing Your TimeLearning Objectives MyManagementLab® Improve Your Grade! Why are managers important?Who are managers and where do they work?Who Is a Manager? Talk About It 1: Talk About It 2:Where Do Managers Work?What do managers do?It’s Your CareerManagement Functions Try It 1!How would you respond? Mintzberg’s Managerial Roles and a Contemporary Model of ManagingManagement Skills Write It!What advice would you give Ryan? How is the manager’s job changing? Importance of Customers to the Manager’s Job Watch It!Importance of Social Media to the Manager’s JobImportance of Innovation to the Manager’s JobImportance of Sustainability to the Manager’s JobWhy study management?The Universality of Management Try It 2!The Reality of WorkRewards and Challenges of Being a ManagerChapter 1 Preparing For: Exams/QuizzesChapter Summary by Learning ObjectivesLO1 Explain why managers are important to organizations. LO2 Tell who managers are and where they work. LO3 Describe the functions, roles, and skills of managers. LO4 Describe the factors that are reshaping and redefining the manager’s job. LO5 Explain the value of studying management. MyManagementLab Review and Discussion QuestionsMyManagementLab Preparing For: My Career Personal Inventory Assessments Time Management Assessment Ethics Dilemma Skill Exercise Developing Your Political SkillAbout the SkillSteps in Practicing the SkillPracticing the SkillWorking Together Team ExerciseLearning to be a ManagerCase Application 1 Who Needs a Boss? Discussion Questions Case Application 2 Building a Better Boss Discussion Questions
Management History Module
Learning Objectives Early Management Classical Approach Scientific ManagementHow today’s managers use scientific managementGeneral Administrative TheoryHow today’s managers use general administrative theoryBehavioral Approach Quantitative Approach Contemporary Approaches Management History Module Preparing For: Exams/Quizzes Chapter Summary by Learning ObjectivesMH1 Describe some early management examples.MH2 Explain the various theories in the classical approach.MH3 Discuss the development and uses of the behavioral approach.MH4 Describe the quantitative approach.MH5 Explain the various theories in the contemporary approach.MyManagementLab Review and Discussion QuestionsPreparing For: My Career My Turn to be a Manager
Chapter 2 Making Decisions
It’s Your Career Be a Better Decision MakerLearning Objectives MyManagementLab® Improve Your Grade!The Decision-Making Process Step 1: Identify a ProblemStep 2: Identify Decision CriteriaStep 3: Allocate Weights to the CriteriaStep 4: Develop AlternativesStep 5: Analyze AlternativesStep 6: Select an AlternativeStep 7: Implement the AlternativeStep 8: Evaluate Decision EffectivenessManagers Making Decisions Making Decisions: RationalityAssumptions of RationalityMaking Decisions: Bounded RationalityMaking Decisions: The Role of Intuition Watch It 1! Making Decisions: The Role of Evidence-Based ManagementWhat could Juan do to help this person become a better decision maker?Types of Decisions and Decision-Making ConditionsTypes of DecisionsStructured Problems and Programmed DecisionsIt’s Your Career Unstructured Problems and Nonprogrammed Decisions Write It! Decision-Making ConditionsCertaintyRisk Talk About It 1: Talk About It 2:UncertaintyDecision-Making Styles Linear–Nonlinear Thinking Style Profile Watch It 2! Decision-Making Biases and ErrorsIt’s Your Career Overview of Managerial Decision MakingEffective Decision Making in Today’s World Try It! Guidelines for Effective Decision MakingDesign Thinking and Decision MakingBig Data and Decision MakingChapter 2 Preparing For: Exams/QuizzesChapter Summary by Learning ObjectivesLO1 Describe the eight steps in the decision-making process.LO2 Explain the four ways managers make decisions.LO3 Classify decisions and decision-making conditions.LO4 Describe different decision-making styles and discuss how biases affect decision making.LO5 Identify effective decision-making techniques.MyManagementLab Review and Discussion Questions MyManagementLab Preparing For: My Career Personal Inventory Assessments Solving Problems Analytically and Creatively Ethics Dilemma Skills Exercise Developing Your Creativity SkillAbout the SkillSteps in Practicing the SkillPracticing the SkillWorking Together Team Exercise My Turn to be a ManagerCase Application 1 Tasting Success Discussion QuestionsCase Application 2 The Business of Baseball Discussion Questions
Part 2 Basics of Managing in Today’s Workplace

Chapter 3 Managing the External Environment and the Organization’s Culture
It’s Your Career Reading an Organization’s Culture: Find One Where You’ll Be HappyLearning Objectives Skill OutcomesMyManagementLab® Improve Your Grade! The Manager: Omnipotent or Symbolic?The Omnipotent ViewThe Symbolic ViewThe External Environment: Constraints and Challenges The Economic EnvironmentThe Global Economy and the Economic ContextEconomic Inequality and the Economic ContextThe Demographic Environment Talk About It 1: Talk About It 2:How the External Environment Affects ManagersJobs and EmploymentWhat advice about external environmental trends would you give Kerri and Ralf?Assessing Environmental UncertaintyManaging Stakeholder RelationshipsOrganizational Culture: Constraints and ChallengesWhat Is Organizational Culture?It’s Your Career Organizational Culture Strong CulturesWhere Culture Comes From and How It Continues Watch It 1! What advice about organizational culture would you give Paulo?How Employees Learn CultureStoriesRitualsMaterial Artifacts and Symbols Watch It 2! LanguageHow Culture Affects Managers Current Issues in Organizational CultureCreating an Innovative CultureCreating a Customer-Responsive Culture Try It! Spirituality and Organizational CultureChapter 3 Preparing For: Exams/QuizzesChapter Summary by Learning ObjectivesLO1 Contrast the actions of managers according to the omnipotent and symbolic views.LO2 Describe the constraints and challenges facing managers in today’s external environment.LO3 Discuss the characteristics and importance of organizational culture.LO4 Describe current issues in organizational culture.MyManagementLab Review and Discussion Questions MyManagementLab Preparing for: My Career Personal Inventory Assessments What’s My Comfort with Change? Ethics Dilemma Skills Exercise Developing Your Environmental Scanning SkillAbout the SkillSteps in Practicing the SkillPracticing the SkillWorking Together Team ExerciseLearning to be a Managercase Application 1 Going to Extremes Discussion Questions Case Application 2 Not Sold Out Discussion Questions
Chapter 4 Managing in a Global Environment
It’s Your Career Developing Your Global Perspective—Working with People from Other CulturesLearning Objectives MyManagementLab® Improve Your Grade!Who Owns What?What’s Your Global Perspective? Understanding the Global Environment Regional Trading AlliancesThe European UnionNorth American Free Trade Agreement (Nafta) and Other Latin American AgreementsAssociation of Southeast Asian Nations (ASEAN)Other Trade AlliancesGlobal Trade MechanismsWorld Trade Organization International Monetary Fund And World Bank GroupOrganization For Economic Cooperation and Development (OECD)Doing Business GloballyDifferent Types of International OrganizationsWrite It! How Organizations Go International Watch It 1! Managing in a Global EnvironmentThe Political/Legal Environment Talk About It 1: Talk About It 2:The Economic Environment Try It! The Cultural Environment Hofstede’s Framework For Assessing CulturesThe Globe Framework For Assessing CulturesWhat’s the best way for Renata to get this culturally diverse team up and running?It’s Your Career! Cultural IntelligenceGlobal Management in Today’s World The Challenge of Openness Watch It 2! Challenges of Managing a Global WorkforceChapter 4 Preparing For: Exams/QuizzesChapter Summary by Learning ObjectivesLO1 Contrast ethnocentric, polycentric, and geocentric attitudes toward global business.LO2 Discuss the importance of regional trading alliances and global trade mechanisms.LO3 Describe the structures and techniques organizations use as they go international.LO4 Explain the relevance of the political/legal, economic, and cultural environments to global business. Review and Discussion Questions MyManagementLab MyManagementLab Preparing For: My Career Personal Inventory Assessments Intercultural Sensitivity Scale Ethics Dilemma Skills Exercise Developing Your Collaboration SkillAbout the SkillSteps in Practicing the SkillPracticing the SkillWorking Together Team ExerciseMy Turn to be a ManagerCase Application 1 Dirty Little Secret Discussion Questions Case Application 2 Global Stumble Discussion Questions
Chapter 5 Managing Diversity
It’s Your Career Find a Great Sponsor/Mentor—Be a Great ProtégéLearning Objectives Skill OutcomesMyManagementLab® Improve Your Grade!Diversity 101 What Is Workplace Diversity?Why Is Managing Workforce Diversity So Important?People Management Watch It 1! Organizational PerformanceWhat advice would you give Greg?Strategic Watch It 2! The Changing WorkplaceCharacteristics of the U.S. PopulationWhat About Global Workforce Changes?Types of Workplace Diversity AgeGender Try It 1! Race and EthnicityWhat should Katie do to resolve this issue?Disability/AbilitiesReligionLGBT: Sexual Orientation and Gender IdentityOther Types of Diversity TRY It 2: Challenges in Managing DiversityPersonal BiasGlass CeilingWorkplace Diversity InitiativesThe Legal Aspect of Workplace DiversityTop Management Commitment to DiversityMentoringIt’s Your Career Diversity Skills TrainingEmployee Resource GroupsChapter 5 Preparing For: Exam/QuizzesChapter Summary by Learning ObjectivesLO1 Define workplace diversity and explain why managing it is so important.LO2 Describe the changing workplaces in the United States and around the world.LO3 Explain the different types of diversity found in workplaces.LO4 Discuss the challenges managers face in managing diversity.LO5 Describe various workplace diversity management initiatives.MyManagementLab Review and Discussion QuestionsMyManagementLab Preparing for: My Career Personal Inventory Assessments Multicultural Awareness Scale Ethics DilemmaSkills Exercise Developing Your Valuing Diversity SkillAbout the SkillSteps in Practicing the SkillPracticing the SkillScenarioLester.Sanjyot.Yuri.Working Together Team ExerciseMy Turn to be a ManagerCase Application 1 From Top to Bottom Discussion Questions Case Application 2 Women in Management at Deutsche Telekom Discussion Questions
Chapter 6 Managing Social Responsibility and Ethics
It’s Your Career How to Be Ethical When No One Else Seems to BeLearning Objectives MyManagementLab®Improve Your Grade!What Is Social Responsibility? From Obligations to Responsiveness to ResponsibilityWatch It 1! Should Organizations Be Socially Involved?Watch It 2! Green Management and Sustainability How Organizations Go GreenEvaluating Green Management ActionsWhat do you suggest Sonjia do?Managers and Ethical Behavior Factors That Determine Ethical and Unethical BehaviorStage of Moral DevelopmentIndividual CharacteristicsStructural VariablesOrganization’s CultureIssue IntensityIt’s Your Career Ethics Ethics in an International ContextEncouraging Ethical Behavior What advice would you give Finlay?Employee SelectionCodes of Ethics and Decision RulesLeadership at the TopJob Goals and Performance AppraisalEthics TrainingIndependent Social AuditsProtective MechanismsWrite It! Social Responsibility and Ethics Issues in Today’s World Managing Ethical Lapses and Social Irresponsibility Ethical LeadershipProtection of Employees Who Raise Ethical Issues Try It! Social EntrepreneurshipBusinesses Promoting Positive Social ChangeCorporate PhilanthropyEmployee Volunteering EffortsChapter 6 Preparing For: Exams/QuizzesChapter Summary by Learning ObjectiveLO1 Discuss what it means to be socially responsible and what factors influence that decision.LO2 Explain green management and how organizations can go green.LO3 Discuss the factors that lead to ethical and unethical behavior.LO4 Describe management’s role in encouraging ethical behavior.LO5 Discuss current social responsibility and ethics issues.MyManagementLab Review and Discussion QuestionsMyManagementLab Preparing For: My Career Personal Inventory Assessments Ethical Leadership Assessment Ethics Dilemma Skills Exercise Developing Your Building Trust SkillAbout the SkillSteps in Practicing the SkillPracticing the SkillScenarioWorking Together Team ExerciseMy Turn to be a ManagerCase Application 1 A Better Tomorrow Discussion Questions Case Application 2 Lessons from Lehman Brothers: Will We Ever Learn? Discussion Questions
Chapter 7 Managing Change and Innovation
It’s Your Career Be Change Ready: Overcoming ResistanceLearning Objectives Skill OutcomesMyManagementLab® Improve Your Grade!The Change Process Watch It 1! Two Views of the Change ProcessThe Calm Waters MetaphorWhite-Water Rapids MetaphorTypes of Organizational Change What Is Organizational Change?Types of ChangeChanging StructureChanging TechnologyChanging PeopleManaging Resistance to Change Why Do People Resist Change?What suggestions would you give Jeff about getting his employees to change their behavior?Techniques for Reducing Resistance to Change It’s Your Career Change Readiness Contemporary Issues in Managing Change Changing Organizational CultureUnderstanding the Situational FactorsMaking Changes in CultureEmployee StressWhat Is Stress?What Causes Stress?What can Sondra do so her team doesn’t get too stressed?What Are the Symptoms of Stress?How Can Stress Be Reduced?Making Change Happen Successfully Try It! Stimulating Innovation Talk About It 1: Talk About It 2:Creativity Versus InnovationStimulating and Nurturing InnovationStructural Variables Watch It 2! Cultural VariablesHuman Resource VariablesInnovation and Design ThinkingChapter 7 Preparing For: Exams/QuizzesChapter Summary by Learning ObjectivesLO1 Compare and contrast views on the change process.LO2 Classify types of organizational change.LO3 Explain how to manage resistance to change.LO4 Discuss contemporary issues in managing change.LO5 Describe techniques for stimulating innovation.MyManagementLab Review and Discussion Questions MyManagementLab Preparing For: My Career Personal Inventory Assessments Are You a Type A Personality? Ethics Dilemma Skills Exercise Developing Your Change Management SkillAbout the SkillSteps in Practicing the SkillPracticing the SkillWorking Together Team ExerciseMy Turn to be a ManagerCase Application 1 In Search of the Next Big Thing Discussion Questions Case Application 2 Workplace Stress Can Kill Discussion Questions
Part 3 Planning
Chapter 8 Planning Work Activities
It’s Your Career You Gotta Have GoalsLearning Objectives Skill OutcomesMyManagementLab® Improve Your Grade! The What and Why of Planning What Is Planning?Why Do Managers Plan?Planning and PerformanceGoals and Plans Types of GoalsWhat types of plans do the Larkins need to survive the off-season?Types of Plans Setting Goals and Developing Plans Approaches to Setting GoalsWhat do you think of this approach—good and bad?Characteristics of Well-Written Goals TALK ABOUT IT 1: TALK ABOUT IT 2: Steps in Goal-SettingIt’s Your Career Developing PlansContingency Factors in PlanningApproaches to Planning Watch It 1! Contemporary Issues in Planning Try It! How Can Managers Plan Effectively in Dynamic Environments? Watch It 2! How Can Managers Use Environmental Scanning?Chapter 8 Preparing For: Exams/QuizzesChapter Summary by Learning ObjectivesLO1 Define the nature and purposes of planning.LO2 Classify the types of goals organizations might have and the plans they use.LO3 Compare and contrast approaches to goal-setting and planning.LO4 Discuss contemporary issues in planning.MyManagementLab Review and Discussion Questions MyManagementLab Preparing For: My Career Personal Inventory Assessments Tolerance of Ambiguity Scale Ethics DilemmaSkills Exercise Developing Your Goal-Setting SkillAbout the SkillSteps in Practicing the SkillPracticing the SkillSkills Exercise Making A To-Do List that Works and Using ItSteps in Practicing the SkillPracticing the SkillWorking Together Team ExerciseScenarioMy Turn to be a ManagerCase Application 1 Crisis Planning at Livestrong Foundation Discussion Questions Case Application 2 Shifting Direction Discussion Questions
Chapter 9 Managing Strategy
It’s Your Career Learning Your Strengths and Weaknesses: Accentuate the PositiveLearning Objectives Skill OutcomesMyManagementLab® Improve Your Grade!Strategic Management What Is Strategic Management?Why Is Strategic Management Important? Watch It 1! The Strategic Management Process Step 1: Identifying the Organization’s Current Mission, Goals, and Strategies Write It 1! Step 2: Doing an External AnalysisStep 3: Doing an Internal Analysis It’s Your Career Write It 2! Step 4: Formulating StrategiesWhat advice might you give Johan about sharing his organization’s strategy and getting his employees to “buy into” the company’s future?Step 5: Implementing StrategiesStep 6: Evaluating Results Write It 3! Corporate Strategies What Is Corporate Strategy?What Are the Types of Corporate Strategy?GrowthStabilityRenewalHow Are Corporate Strategies Managed?Competitive Strategies The Role of Competitive AdvantageQuality as a Competitive AdvantageDesign Thinking as a Competitive Advantage Talk About It 1: Talk About It 2:Social Media as a Competitive Advantage Sustaining Competitive AdvantageFive Forces ModelChoosing a Competitive Strategy Write It 4! Current Strategic Management Issues The Need for Strategic LeadershipWhat skills do you think Caroline will need to be an effective strategic leader?The Need for Strategic Flexibility Watch It 2! Important Organizational Strategies for Today’s EnvironmentE-Business StrategiesCustomer Service StrategiesInnovation StrategiesChapter 9 Preparing for: Exams/Quizzes Chapter Summary by Learning ObjectivesLO1 Define strategic management and explain why it’s important.LO2 Explain what managers do during the six steps of the strategic management process.LO3 Describe the three types of corporate strategies.LO4 Describe competitive advantage and the competitive strategies organizations use to get it.LO5 Discuss current strategic management issues.MyManagementLab Review and Discussion Questions MyManagementLab Preparing For: My Career Personal Inventory Assessments Creative Style Indicator Ethics DilemmaSkills Exercise Developing Your Business Planning SkillAbout the SkillSteps in Practicing the SkillPracticing the SkillWorking Together Team ExerciseMy Turn to be a Manager Case Application 1 Fast Fashion Discussion Questions Case Application 2 Rewind and Replay Discussion Questions
Creating and Leading Entrepreneurial Ventures Module
The Context of EntrepreneurshipWhat Is Entrepreneurship?Why Is Entrepreneurship Important?InnovationNumber of New Start-UpsJob CreationGlobal Entrepreneurship The Entrepreneurial ProcessWhat Do Entrepreneurs Do? Social Responsibility and Ethics Issues Facing EntrepreneursStart-Up and Planning IssuesIdentifying Environmental Opportunities and Competitive AdvantageResearching the Venture’s Feasibility—Generating and Evaluating IdeasGenerating IdeasEvaluating IdeasResearching the Venture’s Feasibility—CompetitorsResearching the Venture’s Feasibility—FinancingPlanning the Venture—Developing a Business PlanExecutive SummaryAnalysis of Opportunity Analysis of the ContextDescription of the BusinessFinancial Data and ProjectionsSupporting DocumentationOrganizing Issues Legal Forms of OrganizationSole ProprietorshipGeneral PartnershipLimited Liability Partnership (LLP)C CorporationS CorporationLimited Liability Company (LLC)Summary of Legal Forms of OrganizationOrganizational Design and StructureHuman Resource Management Issues in Entrepreneurial VenturesEmployee RecruitmentEmployee RetentionStimulating and Making ChangesThe Importance of Continuing InnovationLeading IssuesPersonality Characteristics of EntrepreneursMotivating Employees Through EmpowermentThe Entrepreneur as LeaderLeading the VentureLeading Employee Work TeamsControlling IssuesManaging GrowthPlanning for GrowthOrganizing for GrowthControlling for GrowthManaging Downturns Recognizing Crisis SituationsDealing with Downturns, Declines, and CrisesExiting the VentureBusiness Valuation MethodsOther Important Considerations in Exiting the VentureManaging Personal Life Choices and ChallengesMyManagementLab Review and Discussion Questions
Part 4 Organizing
Chapter 10 Designing Organizational Structure—Basic Designs
It’s Your Career You Can’t Do It All: The Importance of DelegatingLearning Objectives Skill OutcomesMyManagementLab® Improve Your Grade!Designing Organizational Structure Work SpecializationToday’s ViewDepartmentalizationToday’s ViewChain of CommandAuthorityResponsibilityHow can Reid and the other project managers get their bosses to loosen up the control? What would you suggest? Unity of CommandToday’s View Span of ControlToday’s ViewCentralization and DecentralizationToday’s ViewWhat can Alicia do to make sure her employee delegation is successful?It’s Your Career FormalizationToday’s ViewMechanistic and Organic Structures Watch It! Contingency Factors Affecting Structural Choice Strategy and Structure Size and StructureTechnology and StructureEnvironmental Uncertainty and StructureToday’s ViewWorkplace Hierarchy: Why It’s Still Important Talk About It 1: Talk About It 2: Try It! Traditional Organizational Designs Simple Structure Functional StructureDivisional StructureChapter 10 Preparing for: Exams/QuizzesChapter Summary by Learning ObjectivesLO1 Describe six key elements in organizational design.LO2 Contrast mechanistic and organic structures.LO3 Discuss the contingency factors that favor either the mechanistic model or the organic model of organizational design.LO4 Describe traditional organizational designs.MyManagementLab Review and Discussion Questions MyManagementLab Preparing for: My Career Personal Inventory Assessments Delegation Self Assessment Ethics DilemmaSkills Exercise Developing Your Empowering People (Delegating) SkillAbout the SkillSteps in Practicing the SkillPracticing the SkillScenarioWorking Together Team Exercise MY TURN to be a Manager Case Application 1 Ask Chuck Discussion Questions Case Application 2 A New Kind of Structure Discussion Questions
Chapter 11 Designing Organizational Structure—Adaptive Designs
It’s Your Career Staying ConnectedLearning Objectives Skill OutcomesMyManagementLab® Improve Your Grade! Contemporary Organizational Designs Team StructuresMatrix and Project StructuresThe Boundaryless OrganizationVirtual Organizations Watch It 1! Network Organizations Talk About It 1: Talk About It 2:Learning OrganizationsOrganizing for Collaboration Internal CollaborationCross-Functional TeamsTask ForcesCommunities of PracticeWhat advice would you give to Leann?External CollaborationOpen InnovationStrategic PartnershipsFlexible Work Arrangements TelecommutingIt’s Your Career What advice would you give Isabella?Compressed Workweeks, Flextime, and Job SharingContingent Workforce Write It! Today’s Organizational Design Challenges Keeping Employees ConnectedManaging Global Structural Issues Watch It 2! Chapter 11 Preparing For: Exams/QuizzesChapter Summary by Learning ObjectivesLO1 Describe contemporary organizational designs.LO2 Discuss how organizations organize for collaboration.LO3 Explain flexible work arrangements used by organizations.LO4 Discuss organizing issues associated with a contingent workforce.LO5 Describe today’s organizational design challenges.MyManagementLab Review and Discussion Questions MyManagementLab Preparing For: My Career Personal Inventory Assessments Organizational Structure Assessment Ethics Dilemma Skills Exercise Developing Your Acquiring Power SkillAbout the SkillSteps in Practicing the SkillPracticing the SkillWorking Together Team ExerciseA company’s future may well depend on how well it’s able to learn.My Turn to be a ManagerCase Application 1 You Work Where? Discussion Questions Case Application 2 Organizational Volunteers Discussion Questions
Chapter 12 Managing Human Resources
It’s Your Career Acing Your InterviewsLearning Objectives MyManagementLab® Improve Your Grade!The Human Resource Management Process Why Is HRM Important?External Factors That Affect the HRM ProcessThe Economy’s Effect on HRMEmployee Labor UnionsLegal Environment of HRMDemographic TrendsIdentifying and Selecting Competent Employees Human Resource Planning Current AssessmentMeeting Future HR NeedsRecruitment and Decruitment Watch It 1! RecruitmentDecruitmentSelectionWhat Is Selection?Validity and ReliabilityIt’s Your Career Types of Selection Tools Watch It 2! Realistic Job PreviewsWhat advice would you give José?Providing Employees with Needed Skills and Knowledge OrientationEmployee TrainingTypes of TrainingTraining MethodsRetaining Competent, High-Performing Employees Employee Performance ManagementPerformance Appraisal MethodsCompensation and BenefitsWrite It! Contemporary Issues in Managing Human Resources Managing DownsizingManaging Sexual HarassmentWhat advice would you give Lisa?Workplace RomancesManaging Work–Life Balance Talk About It 1: Talk About It 2:Controlling HR CostsEmployee Health Care CostsEmployee Pension Plan CostsChapter 12 Preparing for: Exams/QuizzesChapter Summary by Learning ObjectivesLO1 Explain the importance of the human resource management process and the external influences that might affect that process.LO2 Discuss the tasks associated with identifying and selecting competent employees.LO3 Explain the different types of orientation and training.LO4 Describe strategies for retaining competent, high-performing employees.LO5 Discuss contemporary issues in managing human resources.MyManagementLab Review and Discussion Questions MyManagementLab Preparing For: My Career Personal Inventory Assessments Work Performance Assessment Ethics DilemmaSkills Exercise Developing Your Interviewing SkillsAbout the SkillSteps in Practicing the SkillPracticing the SkillWorking Together Team ExerciseMy Turn to be a Manager Case Application 1 Thinking Outside the Box Discussion Questions Case Application 2 Stopping Traffic Discussion Questions
Managing Your Career Module
Career Opportunities in Management Finding a Culture That FitsTaking RisksReinventing YourselfLearning to Get Along with Difficult PeopleThe Hostile, Aggressive TypesThe ComplainersThe Silent or Nonresponsive TypesThe Know-It-All ExpertsWhat Do I Want from My Job?How Can I Have a Successful Career?
Chapter 13 Creating and Managing Teams
It’s Your Career Maximizing Outcomes Through NegotiationLearning Objectives Skill OutcomesMyManagementLab® Improve Your Grade! Groups and Group Development What Is a Group?Stages of Group Development Watch It 1! Work Group Performance and Satisfaction External Conditions Imposed on the GroupGroup Member Resources Group StructureRolesNormsConformityStatus SystemsGroup SizeGroup CohesivenessGroup ProcessesGroup Decision MakingConflict ManagementWhat suggestions would you give Fran for managing this conflict?Write It 1! Group Tasks Talk About It 1: Talk About It 2:Turning Groups into Effective Teams Write It 2! What Is a Work Team?Types of Work TeamsTry It 1! Watch It 2! Creating Effective Work Teams Clear GoalsRelevant SkillsMutual TrustUnified CommitmentGood CommunicationNegotiating SkillsIt’s Your Career Appropriate LeadershipInternal and External SupportWhat advice would you give Barry? Try It 2! Current Challenges in Managing Teams Managing Global TeamsGroup Member Resources in Global TeamsGroup StructureGroup ProcessesManager’s Role Building Team SkillsUnderstanding Social NetworksChapter 13 PREPARING FOR: Exams/QuizzesChapter Summary by Learning ObjectivesLO1 Define groups and the stages of group development.LO2 Describe the major components that determine group performance and satisfaction.LO3 Define teams and best practices influencing team performance.LO4 Discuss contemporary issues in managing teams.MyManagementLab Review and Discussion QuestionsMyManagementLab Preparing for: My Career Personal Inventory Assessments Diagnosing the Need for Team Building Ethics DilemmaSkills Exercise Developing Your Coaching SkillsAbout the SkillSteps in Practicing the SkillPracticing the SkillWorking Together Team ExerciseMY TURN to be a ManagerCase Application 1 Far and Wide Discussion Questions Case Application 2 737 Teaming Up for Take Off Discussion Questions
Part 5 Leading
Chapter 14 Managing Communication
It’s Your Career He Says . . . She SaysLearning Objectives MyManagementLab® Improve Your Grade!The Nature and Function of Communication What Is Communication?Functions of CommunicationWrite It 1! Methods of Interpersonal Communication Watch It 1! Effective Interpersonal Communication Barriers to CommunicationFilteringEmotions Information OverloadDefensivenessLanguageNational CultureWrite It 2! Overcoming the BarriersUse FeedbackSimplify LanguageListen ActivelyWhat advice would you give Jason?Constrain EmotionsIt’s Your Career Watch Nonverbal CuesOrganizational Communication Formal Versus Informal CommunicationDirection of Communication FlowDownwardUpward CommunicationLateral CommunicationDiagonal CommunicationOrganizational Communication NetworksTypes of Communication NetworksWhat advice would you give Alexandra?The GrapevineTry It! Workplace Design and Communication Watch It 2! Information Technology and Communication How Technology Affects Managerial Communication Talk About It 1: Talk About It 2: Networked SystemsWireless Capabilities How Information Technology Affects OrganizationsCommunication Issues in Today’s Organizations Managing Communication in an Internet WorldLegal and Security IssuesPersonal InteractionManaging the Organization’s Knowledge ResourcesThe Role of Communication in Customer ServiceGetting Employee InputCommunicating EthicallyChapter 14 PREPARING FOR: Exams/QuizzesChapter Summary by Learning ObjectivesLO1 Define the nature and function of communication.LO2 Compare and contrast methods of interpersonal communication.LO3 Identify barriers to effective interpersonal communication and how to overcome them.LO4 Explain how communication can flow most effectively in organizations.LO5 Describe how technology affects managerial communication and organizations.LO6 Discuss contemporary issues in communication.MyManagementLab Review and Discussion QuestionsMyManagementLab Preparing For: My Career Personal Inventory Assessments Communication Styles Ethics Dilemma Skills Exercise Developing Your Active Listening SkillAbout the SkillSteps in Practicing the SkillPracticing the SkillWorking Together Team ExerciseMy Turn to be a ManagerCase Application 1 E-Mail Ban Discussion Questions Case Application 2 Delivery Disaster Discussion Questions
Chapter 15 Understanding and Managing Individual Behavior
It’s Your Career Self Awareness: You Need to Know Yourself Before You Can Know OthersLearning Objectives Skill OutcomesMyManagementLab® Improve Your Grade!Focus and Goals of Organizational Behavior Focus of Organizational BehaviorGoals of Organizational BehaviorAttitudes and Job Performance Job SatisfactionHow Satisfied Are Employees?Satisfaction and ProductivitySatisfaction and AbsenteeismSatisfaction and TurnoverJob Satisfaction and Customer SatisfactionJob Satisfaction and OCBJob Satisfaction and Workplace MisbehaviorJob Involvement and Organizational CommitmentEmployee EngagementAttitudes and ConsistencyCognitive Dissonance TheoryAttitude Surveys Implications for ManagersPersonality MBTI® The Big Five ModelAdditional Personality InsightsIt’s Your Career Self-Awareness Other Personality TraitsPersonality Types in Different CulturesWhat would you tell Bonnie about emotions in the workplace and how to deal with them?Emotions and Emotional Intelligence Talk About It 1: Talk About It 2:Implications for Managers Watch It 1! Watch It 2! Perception Factors That Influence PerceptionAttribution TheoryShortcuts Used in Judging OthersImplications for ManagersLearning Operant ConditioningSocial LearningWhat advice would you give Paul in “shaping” this employee’s behavior?Shaping: A Managerial ToolImplications for ManagersContemporary Issues in Organizational Behavior Managing Generational DifferencesJust Who Is Gen Y?Dealing with the Managerial ChallengesManaging Negative Behavior in the WorkplaceChapter 15 PREPARING FOR: Exams/QuizzesChapter Summary by Learning ObjectivesLO1 Identify the focus and goals of individual behavior within organizations.LO2 Explain the role that attitudes play in job performance.LO3 Describe different personality theories.LO4 Describe perception and factors that influence it.LO5 Discuss learning theories and their relevance in shaping behavior.LO6 Discuss contemporary issues in organizational behavior.MyManagementLab Review and Discussion Questions MyManagementLab Preparing For: My Career Personal Inventory Assessments Emotional Intelligence Assessment Ethics Dilemma Skills Exercise Developing Your Shaping Behavior SkillAbout the SkillSteps in Practicing the SkillPracticing the SkillWorking Together Team ExerciseMy Turn to be a ManagerCase Application 1 Great Place to Work Discussion Questions Case Application 2 Employees First Discussion Questions
Chapter 16 Motivating Employees
It’s Your Career What Motivates You?MyManagementLab® Improve Your Grade!Learning Objectives What Is Motivation? Early Theories of Motivation Maslow’s Hierarchy of Needs TheoryMcGregor’s Theory X and Theory YHerzberg’s Two-Factor Theory Watch It 1!Three-Needs Theory Write It!Contemporary Theories of Motivation Goal-Setting TheoryReinforcement TheoryDesigning Motivating JobsJob EnlargementJob EnrichmentJob Characteristics Model Redesigning Job Design Approaches47 Equity TheoryExpectancy TheoryIntegrating Contemporary Theories of MotivationWhat suggestions do you have for Sam? Try It! Current Issues in Motivation Motivating in Challenging Economic CircumstancesManaging Cross-Cultural Motivational ChallengesMotivating Unique Groups of WorkersMotivating a Diverse Workforce Talk About It 1: Talk About It 2: It’s Your Career Motivating ProfessionalsMotivating Contingent Workers Motivating Low-Skilled, Minimum-Wage EmployeesDesigning Appropriate Rewards ProgramsOpen-Book ManagementEmployee Recognition Programs Watch It 2! Pay-for-PerformanceWhat advice would you give Penny?Chapter 16 Preparing For: Exams/QuizzesChapter Summary by Learning ObjectivesLO1 Define motivation.LO2 Compare and contrast early theories of motivation.LO3 Compare and contrast contemporary theories of motivation.LO4 Discuss current issues in motivation.MyManagementLab Review and Discussion Questions MyManagementLab Preparing For: My Career Personal Inventory Assessments Work Motivation Indicator Ethics Dilemma Skills Exercise Developing Your Motivating Employees SkillAbout the SkillSteps in Practicing the SkillWorking Together Team ExerciseMy Turn to be a ManagerCase Application 1 Passion for the Outdoors and for People Discussion Questions Case Application 2 Best Practices at Best Buy Discussion Questions
Chapter 17 Being an Effective Leader
It’s Your Career I’m a Leader: Now What?Learning Objectives Skill OutcomesMyManagementLab® Improve Your Grade!Who Are Leaders and What is Leadership? Early Leadership Theories Leadership Trait TheoriesLeadership Behavior TheoriesUniversity of Iowa StudiesThe Ohio State StudiesUniversity of Michigan StudiesThe Managerial GridContingency Theories of Leadership The Fiedler ModelHersey and Blanchard’s Situational Leadership TheoryPath-Goal Model Try It! Contemporary Views of Leadership Leader–Member Exchange (LMX) TheoryTransformational-Transactional LeadershipCharismatic-Visionary LeadershipTeam LeadershipWhat advice could Linda give her newly appointed team leader? Watch It! Leadership Issues in the Twenty-First Century Managing PowerDeveloping TrustWhat advice would you give Adhita?Empowering EmployeesLeading Across Cultures Talk About It 1: Talk About It 2:It’s Your Career Becoming an Effective LeaderLeader TrainingSubstitutes for LeadershipChapter 17 Preparing For: Exams/QuizzesChapter Summary by Learning ObjectivesLO1 Define leader and leadership.LO2 Compare and contrast early theories of leadership.LO3 Describe the three major contingency theories of leadership.LO4 Describe contemporary views of leadership.LO5 Discuss contemporary issues affecting leadership.MyManagementLab Review and Discussion QuestionsMyManagementLab Preparing For: My Career Personal Inventory Assessments Leadership Style Inventory Ethics Dilemma Skills Exercise Developing Your Choosing an Effective Leadership Style SkillAbout the SkillSteps in Practicing the SkillPracticing the SkillWorking Together Team Exercise My Turn to be a ManagerCase Application 1 Growing Leaders Discussion Questions Case Application 2 Serving Up Leaders Discussion Questions
Part 6 Controlling
Chapter 18
It’s Your Career How to Be a Pro at Giving FeedbackLearning Objectives Skill OutcomesMyManagementLab® Improve Your Grade! What Is Controlling and Why Is It Important? The Control Process Step 1: Measuring Actual PerformanceHow We MeasureWhat We MeasureStep 2: Comparing Actual Performance Against the StandardStep 3: Taking Managerial ActionCorrect Actual PerformanceRevise the StandardManagerial Decisions in Controlling Watch It 1! Controlling for Organizational and Employee Performance What Is Organizational Performance? Measures of Organizational PerformanceOrganizational ProductivityOrganizational EffectivenessIndustry and Company RankingsControlling for Employee PerformanceDelivering Effective Performance FeedbackIt’s Your Career Using Disciplinary ActionsWhat should Maddy do now?Tools for Measuring Organizational Performance Feedforward/Concurrent/Feedback ControlsFeedforward ControlConcurrent Control Feedback ControlFinancial ControlsWhat would you suggest to Lily?Information ControlsHow Is Information Used in Controlling?Controlling InformationBalanced ScorecardBenchmarking of Best PracticesTry It! Contemporary Issues in Control Adjusting Controls for Cross-Cultural Differences and Global TurmoilWorkplace ConcernsWorkplace Privacy Talk About It 1: Talk About It 2:Write It! Employee Theft Workplace ViolenceControlling Customer Interactions Watch It 2! Corporate GovernanceThe Role of Boards of DirectorsFinancial Reporting and the Audit CommitteeChapter 18 Preparing For: Exams/QuizzesChapter Summary by Learning ObjectivesLO1 Explain the nature and importance of control.LO2 Describe the three steps in the control process.LO3 Explain how organizational and employee performance are measured.LO4 Describe tools used to measure organizational performance.LO5 Discuss contemporary issues in control.MyManagementLab Review and Discussion Questions MyManagementLab PREPARING FOR: My Career Personal Inventory Assessments Workplace Discipline Indicator Ethics Dilemma Skills Exercise Dealing with Difficult PeopleAbout the SkillSteps in Practicing the SkillPracticing the SkillWorking Together Team Exercise My Turn to Be a ManagerCase Application 1 Top Secret Discussion Questions Case Application 2 Deepwater in Deep Trouble Discussion Questions
Planning and Control Techniques Module
Techniques for Assessing the Environment Environmental ScanningCompetitor IntelligenceGlobal ScanningForecastingForecasting TechniquesForecasting EffectivenessBenchmarking Techniques for Allocating Resources BudgetingSchedulingGantt ChartsLoad ChartsPERT Network AnalysisBreakeven AnalysisLinear Programming Contemporary Planning and Control Techniques Project ManagementProject Management ProcessThe Role of the Project ManagerScenario PlanningMyManagementLab Review and Discussion Questions
Managing Operations Module
The Role of Operations Management Services and ManufacturingManaging Productivity Strategic Role of Operations ManagementWhat Is Value Chain Management and Why Is It Important? What Is Value Chain Management? Goal of Value Chain Management Benefits of Value Chain ManagementManaging Operations Using Value Chain Management Value Chain StrategyCoordination and CollaborationTechnology InvestmentOrganizational ProcessesLeadershipEmployees/Human ResourcesOrganizational Culture and AttitudesObstacles to Value Chain ManagementOrganizational BarriersCultural AttitudesRequired CapabilitiesPeopleCurrent Issues in Managing Operations Technology’s Role in Operations ManagementQuality InitiativesPlanning for QualityOrganizing and Leading for QualityControlling for QualityQuality Goalsiso 9000Six SigmaMass Customization and Lean Organization MyManagementLab Review and Discussion Questions
Endnotes
Glossary
Name Index
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Organization Index
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Subject Index
A
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Content preview from Management, 13e

U

UA.See Under Armour
Uber Technologies, Inc., 244
UBS AG, 165
Ugg, 571
Under Armour (UA), 205–206
Unilever, 105, 236, 242
UniRush, 260
Unisys, 356
United Airlines, 224, 536, 556
United Nations, 163, 164E6-6
United Parcel Service (UPS), 11, 153, 155–156, 195, 326, 365–366, 412, 580
United Plastics Group, 107
United Technologies Corporation (UTC), 165
United Way, 6
Unity, 416
Univenture Inc., 263
Universal Music Group, 260
University of Arizona, 219
University of Cambridge, 492
University of Iowa, 493
University of Maryland, 183, 205
University of Michigan, 139, 494–495
University of Wisconsin Madison, 9
UPS.See United Parcel Service
US Airways, 351
U.S. Armed Forces, 438
U.S. Army, 320, 346, 405
USA Today, 260, 582

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Management, 13e

by Stephen P. Robbins, Mary Coulter

U

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