第一部分定义管理及其面临的挑战1
第1章对管理的定义2
第2章管理面临的挑战24
第二部分计划、组织、配置员工、控制和决策55
第3章计划和设定目标56
第4章组织82
第5章配置员工与招募108
第6章控制136
第7章问题分析与决策162
第三部分激励、领导、沟通与开发187
第8章激励员工188
第9章领导员工216
第10章有效沟通240
第11章发展团队266
第四部分评估、工作安全、谈判、变革和劳资关系291
第12章绩效评估292
第13章工作场所的健康与安全318
第14章冲突、谈判、纪律与政治342
第15章变革管理370
第16章管理与劳资关系390
附录：个人职业发展412
Brief COntents
cart 1 Defining Supervision and Supervisory
Challenges 1
CHAPTER 1 Supervision Definitions 2
CHAPTER 2 Supervision Challenges 24
t o
n'.
cart 2 Planning, Organizing, Staffing,
Controlling, and Decision Making as
CHAPTER 3 Planning and Goal Setting 56
CHAPTER4 Organizing 82
CHAPTER 5 Staffing and Recruiting 108
CHAPTER6 Controlling 136
CHAPTER 7 Problem Analysis and Decision Making 162
yals and Decision Making 162
- -.. r'.
part 3 Motivating, Leading, Communicating,
ac ac A n'.,'l ac
and Developing 187
ping 187
CHAPTER & Motivating Followers 188
CHAPTER 9 Leading Followers 216
CHAPTER 10 Communicating Effectively 240
CHAPTER 11 Developing Groups 266
cart 4 Appraisal, Safety, Negotiation, Change,
1 T 1 n 1.
'.J T 'k.. 1
and Labor Relations 291
CHAPTER 12 Performance Appraisal 292
CHAPTER 13 Workplace Health and Safety 318
CHAPTER 14 Conflict, Negotiation, Discipline, and Politics 342
CHAPTER 15 Change Management 370
CHAPTER 16 Supervision and Labor 390
POSTSCRIPT: PERSONAL DEVELOPMENT 412
...
yi I I
COntents
PREFACE xvii
n
cart 1 Defining Supervision and Supervisory
Challenges 1
CHAPTER 1 Supervision Definitions 2
Key ConceDts 2
7 pts 2
Chapter Outcomes 3
Responding to a Supervisory Dilemma 4
Organizations and Their Levels 4
al Manal n'
l he Management Process 6
Changing Expectations of Supervisors 8
Comprehension Check 1-1 9
m..
lransition from Employee to Supervisor 10
Rupervisorlr ComDetencies 13
aupervisory Competencies 13
qometbillo fi TI;wb About (and promote class diScussion,)
oometbillg to Think About (and promote class diScussion,)
Becoming a Supervisor 14
From Concepts to Skills 16
ComprehenSion Check 1-2 18
Enhancing Understanding 19
Rummar\r 19
aummary 19
j.
Comprehension: Review and Discussion Questions 19
prehension: Review and Discussion Questions 19
Key Conceit Crossword 20
J pt Crossword 20
Developing Your Supervisory Skills 21
Getting to Know Yourself 21
Building a Team 21
Mentoring Others ZI
al. I.
lhinking Critically 22
o y -
CHAPTER 2 Supervision Challenges 24
KeV Concepts 24
d pts 24
Chapter Outcomes 25
Responding to a Supervisory Dilemma 26
Global Competitiveness 27
qonletbing aam Tails 4bout /ac
.,onletbing to Think About (add promote class
c, to Think About (add promote class
discussioll) Who Omens What f 29
m 1 1 v 1, Q
lechnology Enhancements 29
by Enhancements 29
Nes Flash! The Cultural Variables 30
E-Business at Work 32
Comprehension Check 2-1 34
Working in a Diverse Organization 3S
Changing How Business Operates 37
ml..
fhriving on Chaos 40
From Chaos to Crisis 41
FI
foe Good and Profitable Organization 42
ComDrebension Check 2-2 46
prehension Check 2-2 46
Enhancing Understanding 47
.
IX
X Contents
Rummarlr 47
summary 47
y 47
Comprehension: Review and Discussion Questions 48
.
Key ConceDt Crossword 49
y pt CrOSSWOrd 49
Developing YOur Supervisory Skills 51
ping four Supervisory Skills 51
Getting to Know Yourself SI
Building a Team SI
Guidelines for Acting Ethically SI
al. I.
lthinking Critically SZ
b y JZ
n'.
cart 2 Planning, Organizing, Staffing,
Controlling, and Decision Making sa
CHAPTER 3 Planning and Goal Setting S6
o and Goal Setting S6
Key Concepts 56
j pts 56
Chapter Outcomes 57
Responding to a Supervisory Dilemma 58
What is Formal Planning? Sg
Productivity Sg
7 ac
News Flash! The Downsides of Planning 60
Planning and Level in the Organization 62
KeY Planning Guides 6S
J 6
ComDrebension Check 3-1 67
prehension Check 3-1 67
Goal Setting 71
A Special Case of Planning: The Entrepreneurial Supervisor 73
Comprehension Check 3-2 7s
prehension Check 3-2 7s
Enchancing Understanding 76
Rummarlr 76
summary 76
y 76
Comprehension: Review and Discussion Questions 76
.
Key Conceit Crossword 77
, pt Crossword 77
DeveloDing YOur Supervisory Skills 78
ping YOur Supervisory Skills 78
Getting to Know Yourself 78
Building a Team 78
RettinZ Goals 78
betting Goals 78
at. I.
lhinking Critically 79
o y 79
CHAPTER4 Organizing 82
Key ConceDts 82
7 pts 82
Chapter Outcomes 83
Responding to a Supervisory Dilemma 84
What is Organizing? SS
Basic Organizing Concepts Sa
News Flash! ObeyinZ Authority 89
ying Authority 89
c 6nit. frl TI,wb Aams
oometbinL. to Tbi,zk About (and promote class discussion) Retttrll to Yester)lear 90
g.to Tbi,zk About (and promote class discussion) Retttrll to Yester)lear 90
ComDrebension Check 4-1 94
prehension Check 4-1 94
From Departmentalization to Structure gb
Organizing YOur Employees 99
Empowering Others through Delegation 101
'
ComDrebension Check 4-2 102
prehension Check 4-2 102
Enhancing Understanding 103
Rummarlr 103
summary 103
j
Comprehension: Review and Discussion Questions 103
.
KeY Concept Crossword 104
Y pt Crossword 104
Developing Your Supervisory Skills 105
ping Your Supervisory Skills 105
Getting to Know Yourself 105
Building a Team 105
Contents Xi
Delegating 105
al. I.
l hinkinR Critically 107
b y 107
CHAPTER 5 Staffing and Recruiting 108
Key Conceits 108
y ptS 108
Chapter Outcomes 109
Responding to a Supervisory Dilemma 110
al T I C.
foe Legal Environment of HRM 112
c rgiMrr to Think About land thromote class discussion J
co;netl7ing to Think About (and promote class discussion.)
Is it Sa/et 113
Employment Planning 114
Recruitment and Selection 114
News Flash! The Realistic Job Preview 120
ComDrebension Check s-1 122
prehension Check S-1 122
Orientation, Training, and Development 122
Performance Appraisals 125
Compensation and Benefits 125
Current Issues in Human Resource Management 126
Comprehension Check s-2 129
Enhancing Understanding 130
Rummarlr 130
summary 130
y 130
Comprehension: Review and Discussion Questions 130
Key ConceDt Crossword 131
J pt Crossword 131
Developing Your Supervisory Skills 132
Getting to Know YOurself 132
Building a Team 132
Interviewing 133
al. I.
fhinking Critically 134
b y 134
CHAPTER6 Controlling 136
Key Conceits 136
y pts 136
Chapter Outcomes 137
Responding to a Supervisory Dilemma 138
FI
foe Control Process 139
m c
fyDes of Controls 144
J pos of Controls 144
FI v c
foe Focus of Control 145
ComDrehension Check 6-1 146
prehension Check 6-1 146
Contemporary Control Issues IS3
ComDrebension Check 6-2 is6
prehension Check 6-2 IS6
Enhancing Understanding IS7
qummarlr 1 57
summary IS7
J
Comprehension: Review and Discussion Questions IS7
prehension: Review and Discussion Questions IS7
Key Conceit Crossword IS8
j pt Crossword IS8
Developing Your Supervisory Skills IS9
Getting to Know Yourself ISg
Building a Team ISg
Establishing Budgets IS9
al. I.
fhinking Critically 160
5 j
CHAPTER 7 Problem Analysis and Decision Making 162
Key Concepts 162
y Concepts 162
Chapter Outcomes 163
Responding to a Supervisory Dilemma 164
al ri.. A 4 I. D, 4' C
rhe Decision-Making Process 165
Decision Tools 168
..
XII COnt6ntS
Decision-Making Styles 170
ComDrebension Check 7-1 173
prehension Check 7-1 173
Problems versus Decisions 173
News Flash! Global Decision Making 174
Group Decision Making 175
Ethics in Decision Making 178
ComDrebension Check 7-2 181
prehension Check 7-2 181
Enhancing Understanding 182
Rummarlr 1 82
summary 182
J
Comprehension: Review and Discussion Questions 182
Key ConceDt Crossword 183
j pt Crossword 183
Developing Your Supervisory Skills 184
Getting to Know Yourself 184
Building a Team 184
Becoming More Creative 185
al. I.
fhinking Critically 186
5 y 186
- -.. v'.
cart 3 Motivating, Leading, Communicating,
l ac 1.
ac ac J n'.'.l n
and DeveloDinZ 187
ping 187
CHAPTER & Motivating Followers 188
Key ConceDts 188
7 pts 188
Chapter Outcomes 189
Responding to a Supervisory Dilemma 190
What is Motivation? 191
Understanding individual Differences 191
al v I al. t A'..
foe Early Theories of Motivation 193
7.
ComDrebensioll Check 8-1 197
prebensioll Check 8-1 197
Contemporary Theories of Motivation 197
Do Employees Really Get What They Expect? 199
ployees Really Get What They Expect? 199
Designing Motivating Jobs 202
Motivation Challenges for Today's Supervisors 204
ComDrebension Check 8-2 209
prehension Check 8-2 209
Enhancing Understanding 210
Rummarxr, 1 0
summary 210
J
Comprehension: Review and Discussion Questions 211
Key ConceDt Crossword 212
Y pt Crossword 212
Developing Your Supervisory Skills 213
ping four Supervisory Skills 213
Getting to Know Yourself 213
Building a Team 213
Designingjobs 213
al. I.
fhinking Critically 214
5 7 -14
CHAPTER 9 Leading Followers 216
Key ConceDts 216
7 pts 216
Chapter Outcomes 217
Responding to a Supervisory Dilemma 218
t b ro a Supervisory Dilemma 218
Understanding Leadership 219
Are Leaders Born or Made? 219
ColliDrebension Check 9-1 223
l)rebension Check 9-1 223
How Do You Become a Leader? 224
Leadership Behaviors and Styles 225
Contents Xiii
Effective Leadership 227
News Flash! National Culture Could Affect YOur Leadership StVle 229
p style 229
Contemporary Leadership Roles 229
Leadership Issues Today 231
ConlDrebension Check .9-2 234
I>rebension Check .9-2 234
Enhancing Understanding 235
Rummarlr 7 1 5
summary 235
y 235
Comprehension: Review and Discussion Questions 235
Key ConceDt Crossword 236
7 pt Crossword 236
Developing Your Supervisory Skills 237
Getting to Know Yourself 237
Building a Team 237
Mentoring Others 237
ml.,.
fhinkinZ Critically 238
o y 238
CHAPTER 10 Communicating Effectively 240
Key ConceDts 240
7 pts 240
Chapter Outcomes 241
pier Outcomes 241
Responding to a Supervisory Dilemma 242
What is Communication? 244
FI
foe Communication Process 244
Methods of Communication 245
Comed7inrr ac Think About (and to promote class dl'scussion) Do WOmen and Men
Jometl7i,lg to Think About (and to promote class dl'scussion) Do WOmen and Men
Co,nmltnicate Dilferentllft 246
lterentlyft 246
Barriers to Effective Communication 249
Comprebensioll Check 10-1 2s2
l)rebensioll Check 10-1 2s2
A Special Communication Skill: Active Listening 255
News Flash! Communication Differences in the Global Village 256
al T C V 11 1 al 'II, C
foe Importance of Feedback Skills 256
ComDrebension Check 10-2 2s8
prehension Check 10-2 258
Enhancing Understanding 259
Rummar1T 7 ig
summary 259
y 259
Comprehension: Review and Discussion Questions 259
Key ConceDt Crossword 260
Y pt Crossword 260
Developing Your Supervisory Skills 261
Getting to Know Yourself 261
Building a Team 261
Active Listening 262
al. 1.
fhinking Critically 263
b j.
CHAPTER 11 Developing Groups 266
Key ConceDts 266
J pts 266
Chapter Outcomes 267
Responding to a Supervisory Dilemma 268
t s to a Supervisory Dilemma 268
What is a Group? 268
Why Do PeoDle loin GrouDs? 269
y Do People Join Groups? 269
Understanding informal WOrkgroups 270
News Flash! Solomon Asch and Group
P
Conformity 271
y -71
ComDrebelzsion Check 11-1 274
prebelzsion Check 11-1 274
al T. T T C m,7C
l he increasing Use of Teams 27s
5
m
learn Challenges for Supervisors 280
o pervisors 280
Contemporary Team Issues 283
ConlDrebension Check 11-2 284
prehension Check 11-2 284
.
XIV COnt6ntS
Enhancing Understanding 285
Rummarlr 785
summary 285
y 28s
Comprehension: Review and Discussion Questions 285
Key ConceDt Crossword 286
J pt Crossword 286
Developing Your Supervisory Skills 287
Getting to Know YOurself 287
Building a Team 287
Developing Your Coaching Skills 288
t a tour Coaching Skills 288
al. 1.
] hinkinZ Critically 288
b y 288
part 4 Appraisal, Safety, Negotiation, Change,
l T 1 n 1.
'.A T 'k.. 1
and Labor Relations 291
CHAPTER 12 Performance Appraisal 292
Key ConceDts 292
7 pts 292
Chapter Outcomes 293
Responding to a Supervisory Dilemma 294
al D, c v I D L 1. l,Q C
foe Purpose of Employee Performance Appraisals 295
pose of Employee Performance Appraisals 295
Performance Appraisal Methods 300
ComDrebension Check 12-1 304
prehension Check 12-1 304
Potential Problems in Performance Appraisals 305
comed7ino to Think About (I promote class diScussion)
oometl7ing to Think About (and promote class diScussion.)
EealuatlAsStudeats 306
News Flash! Performance Appraisals in Contemporary
Organizations 310
Comprehension Check 12-2 312
prehension Check 12-2 312
Enhancing Understanding 313
qummarlr 313
summary 313
7
Comprehension: Review and Discussion Questions 313
Key ConceDt Crossword 314
J pt Crossword 314
DeveloDing Your Supervisory Skills 315
ping four Supervisory Skills 315
Getting to Know YOurself 315
Building a Team 315
Conducting a Performance Evaluation 315
al. I.
fhinking Critically 316
b y 316
CHAPTER 13 WOrkplace Health and Safety 318
Key ConceDts 318
y Concepts 318
Chapter Outcomes 319
Responding to a Supervisory Dilemma 320
FI
foe Occupational Safety and Health Act 321
News Flash! OSHA and Needlesticks 326
ComDrebension Check 13-1 327
prehension Check 13-1 327
Job Safety Programs 327
A Special Case of Safety: WOrkplace Violence 329
Maintaining a Healthy WOrk Environment 330
stress 332
stress 332
Helping the Whole Employee 334
ConjlDrebension Check 13-2 33s
prehension Check 13-2 33s
Enhancing Understanding 336
qummarlr 136
summary 336
j J36
Comprehension: Review and Discussion Questions 336
Key Conceit CrosSword 337
y pt CrOSSword 337
COntents XV
Developing Your Supervisory Skills 338
Getting to Know Yourself 338
Building a Team 338
Developing Safety Skills 339
al. 1.
fhinking Critically 339
5 y 339
CHAPTER 14 Conflict, Negotiation, Discipline, and Politics 342
Key Conceots 342
J pts 342
Chanter Outcomes 343
pier Outcomes 343
Responding to a Supervisory Dilemma 344
What is Conflict? 34s
Comprehension Check 14-1 3s0
Understanding Organizational Politics 351
News Flash! Status in Organizations 354
al ri.. I. n., c'
foe Disciplinary Process 354
Negotiation 360
Co,nDrebension Check 14-2 362
prehension Check 14-2 362
Enhancing Understanding 363
'ummarlr 263
summary 363
7 J63
Comprehension: Review and Discussion Questions 363
Key Conceit Crossword 364
y pt Crossword 364
Developing Your Supervisory Skills 365
Getting to Know YOurself 365
Building a Team 365
Disciplining an Employee 366
al. I.
fhinking Critically 368
5 J
CHAPTER 15 Change Management 370
Key Concepts 370
y pts 370
Chapter Outcomes 371
Responding to a Supervisory Dilemma 372
al v c
foe Forces for Change 373
News Flash! EA Sports 374
m 1 T' C 1
lwo Views of the Change Process 375
Comprehension Check is-1 379
l,rebension Check is-1 379
RtimulatinZ Innovation 380
stimulating innovation 380
ComDrebensioll Check is-2 383
prebensioll Check IS-2 383
Enhancing Understanding 384
Rummarlr 384
summary 384
y 384
Comprehension: Review and Discussion Questions 384
prehension: Review and Discussion Questions 384
Key ConceDt Crossword 385
y Concept Crossword 385
Developing Your Supervisory Skills 386
Getting to Know Yourself 386
Building a Team 386
Communicating Effectively 388
al. 1.
fhinking Critically 388
5 7 J88
CHAPTER 16 Supervision and Labor 390
Key Conceits 390
y pts 390
Chapter Outcomes 391
Responding to a Supervisory Dilemma 392
What is Labor Relations? 392
Labor Legislation 395
ComDrebension Check 16'-1 398
prehension Check 16'-1 398
How Are Employees Unionned? 398
Collective Bargaining 400
.
XVI COntentS
News Flash! When the Union Arrives 401
Comprehension Check 16-2 406
Enhancing Understanding 407
Rummar\r 407
summary 407
y 407
Comprehension: Review and Discussion Questions 407
Key ConceDt Crossword 408
7 pt Crossword 408
Developing YOur Supervisory Skills 409
Getting to Know Yourself 409
Building a Team 409
Resolving a Grievance 410
al. I.
fhinking Critically 411
b J
POSTSCRIPT Personal Development 412
What is a Career? 413
Can I Increase My Chances for Getting into the Organization? 414
Where Can I Find Jobs Advertised on the internet? 415
Preparing a Resume 415
Excelling at the interview 416
come SuZqestions for DevelooinZ q successful Career 417
acme Suggestions for Developing a Successful Career 417
A Final Word 418
GLOSSARY 419
ANSWERS TO CROSSWORD PUZZLES 429
INDEX 439
PHOTO CREDITS 448
