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Supervision : Concepts and Skill-Building

by: Certo, Samuel C.

Supervision : Concepts and Skill-Building

by: Certo, Samuel C.

ISBN 13:
9780072987522
ISBN 10:
0072987529
Edition: 5th
Format: Paperback
Copyright: 03/18/2005
Publisher: McGraw-Hill/Irwin
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Summary

Certo's Supervision: Concepts and Skill Building 5th Edition, prepares students to be supervisors in a challenging modern workplace. It is based on the premise that organizational variables including diversity in the workforce, computer and communication technology, and the design of organization structures are constantly changing. Students will learn the critical role of a supervisor in an organization and the abilities needed to be successful.

PART ONE WHAT IS A SUPERVISOR?

(26)

Modern Supervision: New-Era Challenge

(25)

Types of Supervisory Skills

(4)

Categorizing the Skills

(1)

Supervising a Diverse Workforce

(2)

General Functions of the Supervisor

(1)

Planning

(1)

Supervision and Diversity

(2)

The Largest Ethnic Minority Group

(1)

Organizing

(1)

Staffing

(1)

Leading

(1)

Controlling

(1)

Relationships among the Functions

(1)

Responsibilities of the Supervisor

(2)

Types of Responsibilities

(1)

Responsibilities in a Changing Organization

(1)

Tips from the Firing Line

(1)

Supervising in the 21st Century

(1)

Responsibilities and Accountability

(1)

Becoming a Supervisor

(2)

Preparing for the Job

(1)

Obtaining and Using Power and Authority

(1)

Characteristics of a Successful Supervisor

(1)

Supervisory Skills

(1)

Communicating Positively in Any Organization

(1)

About This Book

(1)

Skills Module

(6)

Part One: Concepts

(1)

Summary

(1)

Key Terms

(1)

Review and Discussion Questions

(1)

Part Two: Skill-Building

(1)

A Second Look

(1)

Problem-Solving Case: Two Supervisors' Tales

(1)

Knowing Yourself

(1)

Class Exercise: Recognizing Management Skills

(1)

Building Supervision Skills: Defining Your Role as Supervisor

(2)

Building Supervision Skills: Leading a Team

(1)

Part One Video Cases

(3)

PART TWO MODERN SUPERVISION CHALLENGES

(108)

Ensuring High Quality and Productivity

(35)

Consequences of Poor Quality

(1)

Limited Resources

(1)

Higher Costs

(1)

Types of Quality Control

(2)

Product Quality Control

(1)

Process Control

(1)

Methods for Improving Quality

(5)

Statistical Quality Control

(1)

Zero-Defects Approach

(1)

Employee Involvement Teams

(1)

Six Sigma

(2)

Supervision across Industries

(1)

The Banking Industry

(1)

Total Quality Management

(1)

Quality Standards

(2)

Guidelines for Quality Control

(2)

Prevention versus Detection

(1)

Standard Setting and Enforcement

(1)

Tips from the Firing Line

(1)

Avoiding Frustration with Quality-Improvement Efforts

(1)

The Productivity Challenge

(3)

Trends in Productivity in the United States

(1)

Constraints on Productivity

(2)

Measuring Productivity

(2)

Improving Productivity

(2)

Use Budgets

(1)

Increase Output

(1)

Improve Methods

(1)

Supervision and Ethics

(4)

Does Electronic Monitoring Invade Employees' Privacy?

(1)

Reduce Overhead

(1)

Minimize Waste

(1)

Regulate or Level the Work Flow

(1)

Install Modern Equipment

(2)

Supervisory Skills:

(1)

Motivating

(1)

Train and Motivate Employees

(1)

Minimize Tardiness, Absenteeism, and Turnover

(1)

Employee Fears about Productivity Improvement

(1)

Skills Module

(7)

Part One: Concepts

(1)

Summary

(1)

Key Terms

(1)

Review and Discussion Questions

(1)

Part Two: Skill-Building

(1)

A Second Look

(1)

Problem-Solving Case: Fast Food Is All About Service

(1)

Knowing Yourself

(1)

Class Exercise: Defining and Measuring Quality of Service

(1)

Building Supervision Skills: Improving Performance

(2)

Teamwork: Emphasizing Powerful Meetings

(30)

Reasons for Joining Groups

(1)

Groups in the Workplace

(3)

Functional and Task Groups

(1)

Formal and Informal Groups

(1)

Getting the Group to Work with You

(2)

Characteristics of Groups

(2)

Roles

(2)

Supervisory Skills

(3)

Team Building

(1)

Norms

(1)

Status

(1)

Cohesiveness

(1)

Size

(1)

Homogeneity

(1)

Effectiveness

(1)

The Development of Groups

(1)

Teamwork

(1)

Benefits of Teamwork

(1)

Supervision across Industries

(2)

Retailing

(1)

Leading the Team

(1)

Tips from the Firing Line

(3)

How to Build an Effective Team

(3)

Labor Law and Teamwork

(1)

Meetings

(4)

Reasons for Meetings

(1)

Preparing for a Meeting

(1)

Conducting a Meeting

(1)

Overcoming Problems with Meetings

(1)

Skills Module

(9)

Part One: Concepts

(1)

Summary

(2)

Key Terms

(1)

Review and Discussion Questions

(1)

Part Two: Skill-Building

(1)

A Second Look

(1)

Problem-Solving Case: Peer Groups Help Eastman Kodak Employees Resolve Disputes

(1)

Knowing Yourself

(1)

Class Exercise: Meeting Participation Skills

(1)

Building Supervision Skills: Evaluating Team Performance

(3)

Meeting High Ethical Standards

(19)

Ethics in the Workplace

(1)

Supervision across Industries

(2)

The Printing Industry

(1)

Benefits of Ethical Behavior

(2)

Supervision and Ethics

(4)

MCI Pays the Steep Costs It Rang Up as WorldCom

(1)

Challenges to Ethical Behavior

(2)

Differing Measures of Ethical Behavior

(2)

Ethical Behavior of Supervisors

101

(2)

Making Ethical Decisions

102

(1)

Tips from the Firing Line

103

(1)

Making Ethical Choices

103

(1)

Supervising Unethical Employees

103

(1)

Treatment of Whistle-blowers

104

(1)

Supervisory Skills

105

(1)

Leading at Boeing

105

(1)

Skills Module

106

(6)

Part One: Concepts

106

(1)

Summary

106

(1)

Key Terms

107

(1)

Review and Discussion Questions

107

(1)

Part Two: Skill-Building

108

(1)

A Second Look

108

(1)

Problem-Solving Case: Lawyers, Ford, and Firestone: Who's to Blame?

108

(1)

Knowing Yourself

109

(1)

Class Exercise: Supervising Unethical Employees

110

(1)

Building Supervision Skills: Decision Making

110

(2)

Managing Diversity

112

(23)

What Is Diversity?

113

(1)

Supervision and Diversity

114

(1)

Diversity Means Opportunity at Bank of America

114

(1)

A Look at Our Diversity

115

(1)

Challenges to Working in a Diverse Society

116

(2)

Prejudice and Discrimination

116

(1)

Stereotypes

117

(1)

Supervision across Industries

118

(2)

The Airline Industry

118

(1)

Sexism

119

(1)

Tips from the Firing Line

120

(2)

Balancing Needs of Parents and Nonparents in the Workplace

120

(1)

Ageism

121

(1)

Implications for the Supervisor

122

(4)

Advantages of Diversity

123

(1)

Communication

124

(1)

Diversity Training

125

(1)

Supervisory Skills

126

(2)

Communicating

126

(1)

Legal Issues

127

(1)

Skills Module

128

(5)

Part One: Concepts

128

(1)

Summary

128

(1)

Key Terms

129

(1)

Review and Discussion Questions

129

(1)

Part Two: Skill-Building

129

(1)

A Second Look

129

(1)

Problem-Solving Case

130

(1)

Knowing Yourself

131

(1)

Class Exercise: Managing Diversity

131

(1)

Building Supervision Skills: Providing Employee Orientation

132

(1)

Part Two Video Cases

133

(2)

PART THREE FUNCTIONS OF THE SUPERVISOR

135

(112)

Reaching Goals and Objectives

136

(33)

Planning in Organizations

138

(1)

Objectives

138

(1)

Supervision across Industries

139

(3)

Banking

139

(3)

Supervisory Skills

142

(4)

Goal Setting

142

(1)

Policies, Procedures, and Rules

142

(1)

Action Plans

143

(1)

Contingency Planning

144

(1)

Management by Objectives

144

(2)

The Supervisor as Planner

146

(4)

Providing Information and Estimates

146

(1)

Allocating Resources

146

(3)

Involving Employees

149

(1)

Planning with a Team

150

(1)

Updating Objectives

150

(1)

The Supervisor as Controller

150

(9)

The Process of Controlling

151

(5)

Types of Control

156

(1)

Tools for Control

156

(3)

Characteristics of Effective Controls

159

(1)

Timeliness

159

(1)

Supervision and Ethics

160

(1)

Is Electronic Monitoring Fair to Employees?

160

(1)

Cost-Effectiveness

160

(1)

Acceptability

160

(1)

Flexibility

161

(1)

Skills Module

161

(8)

Part One: Concepts

161

(1)

Summary

161

(1)

Key Terms

162

(1)

Review and Discussion Questions

162

(2)

Part Two: Skill-Building

164

(1)

A Second Look

164

(1)

Problem-Solving Case: MBO Clarifies Objectives at Edward Don & Company

164

(1)

Knowing Yourself

165

(1)

Class Exercise: Setting Goals

165

(2)

Building Supervision Skill: Controlling a Yacht-Making Operation

167

(2)

Organizing and Authority

169

(25)

The Structure of the Organization

171

(5)

Organization Charts

171

(1)

Types of Structures

172

(4)

Supervision across Industries

176

(1)

Manufacturing

176

(1)

Authority

177

(2)

Line, Staff, and Functional Authority

177

(1)

Centralized and Decentralized Authority

178

(1)

Power, Responsibility, and Accountability

178

(1)

The Process of Organizing

179

(1)

Define the Objective

179

(1)

Determine the Needed Resources

179

(1)

Group Activities and Assign Duties

180

(1)

Principles of Organizing

180

(2)

Parity Principle

180

(1)

Unity of Command

180

(1)

Chain of Command

181

(1)

Span of Control

181

(1)

Tips from the Firing Line

182

(1)

Don't Break the Chain

182

(1)

Delegating Authority and Responsibility

183

(3)

Benefits of Delegating

183

(1)

Empowerment

184

(1)

The Process of Delegating

185

(1)

Supervisory Skills

186

(2)

Delegating

186

(1)

Reluctance to Delegate

187

(1)

Skills Module

188

(6)

Part One: Concepts

188

(1)

Summary

188

(2)

Key Terms

190

(1)

Review and Discussion Questions

190

(1)

Part Two: Skill-Building

191

(1)

A Second Look

191

(1)

Problem-Solving Case: Is Thor Industries Organized for Growth?

191

(1)

Knowing Yourself

192

(1)

Class Exercise: Networking

193

(1)

Building Supervision Skills: Delegating

193

(1)

The Supervisor as Leader

194

(25)

Characteristics of a Successful Leader

196

(1)

Supervision across Industries

197

(1)

The Arts

197

(1)

Leadership Styles

197

(7)

Degree of Authority Retained

198

(1)

Task Oriented versus People Oriented

198

(1)

Leader Attitudes

199

(2)

Contingency Theories of Leadership

201

(1)

Choosing a Leadership Style

202

(2)

Supervision and Diversity

204

(3)

Leading Across Cultures

204

(3)

Giving Directions

207

(1)

Human Relations

208

(1)

Supervisors' Self-Images

208

(1)

Tips from the Firing Line

209

(1)

Could You Be a Good Mentor?

209

(1)

Supervisors' Relationships with Their Employees

209

(1)

Supervision and Ethics

210

(3)

How to Be a Good Role Model

210

(1)

Supervisors' Relationships with Their Managers

211

(1)

Supervisors' Relationships with Their Peers

212

(1)

Skills Module

213

(6)

Part One: Concepts

213

(1)

Summary

213

(1)

Key Terms

214

(1)

Review and Discussion Questions

214

(1)

Part Two: Skill-Building

215

(1)

A Second Look

215

(1)

Problem-Solving Case: Top-Down and Bottom-Up Style at US Airways

215

(1)

Knowing Yourself

216

(1)

Class Exercise: Practicing Human Relations Principles

217

(1)

Building Supervision Skills: Leading a Team

217

(2)

Problem Solving, Decision Making, and Creativity

219

(28)

The Process of Decision Making

220

(2)

The Rational Model

221

(1)

Tips from the Firing Line

222

(3)

Resolving Customer Complaints

222

(1)

Human Compromises

223

(2)

Supervision and Ethics

225

(2)

What Decisions Can You Justify?

225

(2)

Guidelines for Decision Making

227

(2)

Consider the Consequences

227

(1)

Respond Quickly in a Crisis

227

(1)

Inform the Manager

227

(1)

Be Decisive Yet Flexible

228

(1)

Avoid Decision-Making Traps

228

(1)

Tools for Decision Making

229

(3)

Probability Theory

230

(1)

Decision Trees

231

(1)

Supervision across Industries

232

(1)

The Trucking Industry

232

(1)

Computer Software

232

(1)

Supervision and Diversity

233

(1)

Bringing Different Perspectives to Problem Solving

233

(1)

Group Decision Making

233

(3)

Advantages and Disadvantages

233

(1)

Using Group Decision Making

234

(2)

Creativity

236

(2)

Thinking More Creatively

236

(2)

Establishing and Maintaining a Creative Work Climate

238

(1)

Overcoming Barriers to Creativity

238

(1)

Skills Module

238

(6)

Part One: Concepts

238

(1)

Summary

238

(2)

Key Terms

240

(1)

Review and Discussion Questions

240

(1)

Part Two: Skill-Building

241

(1)

A Second Look

241

(1)

Problem-Solving Case: Improvement Ideas from a Costco Cashier

242

(1)

Knowing Yourself

242

(1)

Class Exercise: Making Decisions

243

(1)

Building Supervision Skills: Learning from Mistakes

243

(1)

Part Three Video Cases

244

(3)

PART FOUR SKILLS OF THE SUPERVISOR

247

(152)

Communication

248

(32)

How Communication Works

249

(2)

The Communication Process

250

(1)

Hearing versus Listening

251

(1)

Communicating Effectively

251

(1)

Communicate from the Receiver's Viewpoint

251

(1)

Tips from the Firing Line

252

(4)

Communicating with a ``You'' Attitude

252

(1)

Learn from Feedback

253

(1)

Use Strategies for Effective Listening

253

(1)

Be Prepared for Cultural Differences

254

(2)

Barriers to Communication

256

(4)

Information Overload

256

(1)

Misunderstandings

257

(3)

Supervision and Diversity

260

(2)

Men Talk, Women Apologize

260

(1)

Biases in Perception

260

(2)

Types of Messages

262

(3)

Nonverbal Messages

262

(1)

Verbal Messages

263

(2)

Supervisory Skills

265

(3)

Writing

265

(1)

Technology and Message Types

266

(1)

Choosing the Most Effective Message Type

267

(1)

Supervision across Industries

268

(1)

The Insurance Industry

268

(1)

Communicating in Organizations

269

(3)

Direction of Communication

269

(1)

Formal and Informal Communication

270

(1)

Gossip and Rumors

271

(1)

Skills Module

272

(8)

Part One: Concepts

272

(1)

Summary

272

(2)

Key Terms

274

(1)

Review and Discussion Questions

275

(1)

Part Two: Skill Building

275

(1)

A Second Look

275

(1)

Problem-Solving Case: Helping Retailers Improve Their E-Mail

275

(2)

Knowing Yourself

277

(1)

Class Exercise: Communicating Effectively

278

(1)

Building Supervision Skills: Interpreting Communications

279

(1)

Motivating Employees

280

(26)

How Does Motivation Work?

281

(4)

Content Theories

282

(3)

Supervision and Diversity

285

(4)

Accounting for Women

285

(2)

Process Theories

287

(1)

Motivation Theories and the Law

288

(1)

Supervision across Industries

289

(1)

Advertising

289

(1)

Money as a Motivator

290

(3)

When Money Motivates

290

(1)

Pay Plans Using Financial Incentives

290

(3)

Secrecy of Wage and Salary Information

293

(1)

How Supervisors Can Motivate

293

(1)

Making Work Interesting

293

(1)

Supervisory Skills

294

(3)

Motivating Employees

294

(1)

Having High Expectations

295

(1)

Providing Rewards That Are Valued

296

(1)

Relating Rewards to Performance

296

(1)

Tips from the Firing Line

297

(2)

Expressing Sincere Appreciation

297

(1)

Treating Employees as Individuals

297

(1)

Encouraging Employee Participation

298

(1)

Providing Feedback

299

(1)

Skills Module

299

(7)

Part One: Concepts

299

(1)

Summary

299

(1)

Key Terms

300

(1)

Review and Discussion Questions

300

(2)

Part two: Skill-Building

302

(1)

A Second Look

302

(1)

Problem-Solving Case: Using Incentives to Build Sales

302

(1)

Knowing Yourself

303

(1)

Class Exercise: Learning What Motivates Workers

303

(1)

Building Supervision Skills: Developing Motivational Methods

304

(2)

Problem Employees: Counseling and Discipline

306

(26)

Problems Requiring Special Action

308

(1)

Absenteeism and Tardiness

308

(1)

Supervision across Industries

309

(3)

Information Systems

309

(1)

Insubordination and Uncooperativeness

309

(1)

Alcohol and Drug Abuse

310

(1)

Workplace Violence

311

(1)

Theft

311

(1)

Supervision and Ethics

312

(1)

Identity Theft in Banks

312

(1)

Counseling

313

(3)

Benefits of Counseling

314

(1)

Appropriate Times to Counsel

314

(1)

Counseling Techniques

314

(2)

Discipline

316

(4)

Administering Discipline

316

(4)

Tips from the Firing Line

320

(2)

Seven Pitfalls of Dealing with Poor Performers

320

(1)

Positive Discipline

321

(1)

Self-Discipline

322

(1)

Troubled Employees

322

(1)

Detection of the Troubled Employee

322

(1)

Supervisory Skills

323

(3)

Leading

323

(1)

Confrontation of the Troubled Employee

324

(1)

Aid in and Evaluation of Recovery

324

(2)

Sources of Support

326

(1)

Skills Module

326

(6)

Part One: Concepts

326

(1)

Summary

326

(2)

Key Terms

328

(1)

Review and Discussion Questions

328

(1)

Part Two: Skill-Building

329

(1)

A Second Look

329

(1)

Problem-Solving Case: General Electric: Is Insubordination Really a Disability?

329

(1)

Knowing Yourself

330

(1)

Class Exercise: Evaluating Disciplinary Action

331

(1)

Building Supervision Skills: Handling Performance Problems

331

(1)

Managing Time and Stress

332

(28)

Time Management

333

(8)

Understanding How You Use Time

334

(1)

Planning Your Use of Time

334

(2)

Controlling Time Wasters

336

(5)

Tips from the Firing Line

341

(1)

Setting Limits

341

(1)

Stress Management

342

(2)

Causes of Stress

342

(2)

Supervision and Diversity

344

(4)

It's Not Just the Job; It's the Hours on the Job

344

(2)

Consequences of Stress

346

(1)

Personal Stress Management

347

(1)

Supervisory Skills

348

(5)

Managing Stress

348

(2)

Organizational Stress Management

350

(3)

A Word about Personality

353

(1)

Skills Module

354

(6)

Part One: Concepts

354

(1)

Summary

354

(1)

Key Terms

355

(1)

Review and Discussion Questions

356

(1)

Part two: Skill-Building

357

(1)

A Second Look

357

(1)

Problem-Solving Case: Is It OK Not to Be Perfect?

357

(1)

Knowing Yourself

358

(1)

Class Exercise: Using Time Wisely

359

(1)

Building Supervision Skills: Managing Time and Stress

359

(1)

Managing Conflict and Change

360

(39)

Conflict

362

(3)

Positive and Negative Aspects of Conflict

362

(1)

Types of Conflict

363

(2)

Managing Interpersonal Conflict

365

(5)

Strategies

365

(2)

Initiating Conflict Resolution

367

(1)

Responding to a Conflict

368

(1)

Mediating Conflict Resolution

369

(1)

Change in the Workplace

370

(1)

Tips from the Firing Line

371

(3)

Resilience Rules

371

(1)

Sources of Change

372

(1)

Resistance to Change

373

(1)

Implementing Change

373

(1)

Supervisory Skills

374

(3)

Implementing Change

374

(3)

Proposing Change

377

(1)

Organization Politics and Power

377

(3)

Sources of Power

378

(1)

Types of Power

378

(2)

Supervision and Ethics

380

(2)

Are Good Deeds Good Business?

380

(1)

Political Strategies

380

(1)

Building a Power Base

381

(1)

Establishing a Competitive Edge

382

(1)

Socializing

382

(1)

Skills Module

382

(7)

Part One: Concepts

382

(1)

Summary

382

(2)

Key Terms

384

(1)

Review and Discussion Questions

384

(1)

Part Two: Skill-Building

385

(1)

A Second Look

385

(1)

Problem-Solving Case: Conflict and Change: Breyers Ice Cream Melts in Philadelphia

385

(1)

Knowing Yourself

386

(1)

Class Exercise: Resolving Conflict

387

(1)

Building Supervision Skills: Exercising Power to Bring About Change

388

(1)

Part Four Video Cases

389

(1)

Appendix A: Organizational Politics

390

(9)

PART FIVE SUPERVISION AND HUMAN RESOURCES

399

(124)

Selecting Employees

400

(33)

Roles in the Selection Process

401

(1)

Selection Criteria

402

(1)

Recruitment

403

(1)

Looking Inside the Organization

403

(1)

Supervision across Industries

404

(2)

The Food Service Industry

404

(1)

Looking Outside the Organization

404

(2)

Supervisory Skills

406

(1)

Selecting Employees

406

(1)

The Selection Process

406

(9)

Screening from Employment Applications and Resumes

407

(1)

Interviewing Candidates

407

(8)

Tips from the Firing Line

415

(4)

Strategies for Countering First Impressions

415

(1)

Administering Employment Tests

415

(2)

Conducting Background and Reference Checks

417

(1)

Making the Selection Decision

418

(1)

Requesting a Physical Examination

418

(1)

Legal Issues

419

(1)

Antidiscrimination Laws

419

(1)

Supervision and Diversity

420

(1)

Expectant Job Seekers

420

(1)

Supervision and Diversity

421

(3)

Diversity on the Menu at Bertucci's Brick Oven Ristorante

421

(1)

Workplace Accessibility

422

(2)

Immigration Reform and Control Act

424

(1)

Skills Module

424

(9)

Part One: Concepts

424

(1)

Summary

424

(2)

Key Terms

426

(1)

Review and Discussion Questions

426

(1)

Part Two: Skill-Building

427

(1)

A Second Look

427

(1)

Problem-Solving Case: Nurses Use Peer Interviews at Children's Hospital Medical Center

427

(1)

Knowing Yourself

428

(1)

Class Exercise: Preparing to Interview Job Candidates

429

(3)

Building Supervision Skills: Interviewing and Selecting New Employees

432

(1)

Providing Orientation and Training

433

(28)

Orientation of New Employees

436

(1)

Benefits of Orientation

436

(1)

Supervisory Skills

437

(3)

Providing Orientation

437

(1)

The Supervisor's Role

437

(1)

Orientation Topics

438

(1)

Orientation Methods

438

(2)

Training

440

(2)

The Training Cycle

440

(2)

Supervision across Industries

442

(4)

Banking

442

(1)

Assessment of Training Needs

443

(1)

Types of Training

444

(2)

Tips from the Firing Line

446

(5)

Lessons from Three companies

446

(5)

Coaching to Support Training

451

(2)

Supervision and Diversity

453

(1)

The Mentor's Role: ``Guide on the Side, not Sage on the Stage''

453

(1)

Evaluation of Training

453

(2)

Skills Module

455

(6)

Part One: Concepts

455

(1)

Summary

455

(1)

Key Terms

456

(1)

Review and Discussion Questions

456

(1)

Part Two: Skill-Building

457

(1)

A Second Look

457

(1)

Problem-Solving Case: Orientation at Web Industries

458

(1)

Knowing Yourself

459

(1)

Class Exercise: Being a Trainer

459

(1)

Building Supervision Skills: Orienting a New Team Member

460

(1)

Appraising Performance

461

(29)

Purposes of Performance Appraisal

462

(1)

A Systematic Approach to Appraising Performance

463

(4)

The Appraisal Process

463

(3)

What to Measure in an Appraisal

466

(1)

EEOC Guidelines

466

(1)

Supervision and Diversity

467

(1)

Appraising Employees Fairly

467

(1)

Performance Appraisals and Pay Reviews

467

(1)

Types of Appraisals

468

(5)

Graphic Rating Scales

468

(1)

Paired-Comparison Approach

468

(2)

Forced-Choice Approach

470

(1)

Essay Appraisal

470

(1)

Behaviorally Anchored Rating Scales (BARS)

471

(1)

Checklist Appraisal

471

(1)

Critical-Incident Appraisal

471

(1)

Work-Standards Approach

472

(1)

Management by Objectives (MBO)

472

(1)

Supervision across Industries

473

(1)

Education

473

(1)

Assessments by Someone Other than the Supervisor

473

(1)

Supervisory Skills

474

(1)

Appraising and Planning

474

(1)

Sources of Bias

475

(2)

The Performance Appraisal Interview

477

(1)

Tips from the Firing Line

478

(3)

Avoid Self-Fulfilling Prophecies of Failure

478

(1)

Purpose of the Interview

478

(1)

Preparing for the Interview

479

(1)

Conducting the Interview

479

(2)

Skills Module

481

(9)

Part One: Concepts

481

(1)

Summary

481

(1)

Key Terms

482

(1)

Review and Discussion Question

482

(2)

Part Two: Skill-Building

484

(1)

A Second Look

484

(1)

Problem-Solving Case: Appraising Employees in a Dental Office

484

(1)

Knowing Yourself

485

(1)

Class Exercise: Using Software to Appraise Employees

486

(3)

Building Supervision Skills: Designing an Appraisal

489

(1)

Supervision Laws: Health and Safety, Labor Relations, Fair Employment

490

(33)

Government Regulation of Safety and Health

492

(3)

Occupational Safety and Health Act (OSHAct) of 1970

493

(1)

OSHA and NIOSH

493

(1)

The Supervisor's Responsibility under the OSHAct

493

(2)

Types of Safety and Health Problems

495

(4)

Health Hazards

495

(1)

Safety Hazards

496

(2)

Common Concerns

498

(1)

Supervisory Skills

499

(3)

Preventing Injuries

499

(3)

Workplace Programs to Promote Safety and Health

502

(1)

Benefits

502

(1)

Characteristics of an Effective Program

502

(1)

Supervision across Industries

503

(3)

Manufacturing

503

(1)

Role of the Supervisor

503

(3)

Labor Relations: The Supervisor's Role

506

(4)

The Organization Drive

507

(1)

Collective Bargaining

508

(1)

The Labor Contract

508

(1)

Strikes

509

(1)

Notification about Plant Closings

509

(1)

Fair Employment

510

(2)

Sexual or Other Harassment

510

(2)

Supervision and Ethics

512

(2)

Watch Your Mouth!

512

(1)

Accommodation of Disabled Employees

513

(1)

Family, Medical, and Military Leave

513

(1)

Supervision and Diversity

514

(2)

Defense Department Gets Innovative with Accommodations

514

(2)

Skills Module

516

(6)

Part One: Concepts

516

(1)

Summary

516

(2)

Key Terms

518

(1)

Review and Discussion Questions

518

(1)

Part Two: Skill Building

519

(1)

A Second Look

519

(1)

Problem-Solving Case: Making NASA Safe for Astronauts

519

(1)

Knowing Yourself

520

(1)

Class Exercise: Understanding Unions

521

(1)

Building Supervision Skills: Conducting a Safety Inspection

521

(1)

Part Five Video Cases

522

(1)

Appendix B: The Supervisor's Career Path: Finding a Career That Fits

523

(12)

Notes

535

(17)

Glossary

552

(7)

Index

559

Amazon no longer offers textbook rentals. We do!

Supervision : Concepts and Skill-Building

Supervision : Concepts and Skill-Building

9780072987522

0072987529

Summary

Author Biography

Table of Contents

Supplemental Materials

Write a Review

Amazon no longer offers textbook rentals. We do!

Supervision : Concepts and Skill-Building

Supervision : Concepts and Skill-Building

9780072987522

0072987529

Summary

Author Biography

Table of Contents

Supplemental Materials

Write a Review

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