Fundamentals of Management : Essential Concepts and Applications

by Robbins, Stephen P.; DeCenzo, David A.

• ISBN13: 9780131487369
• ISBN10: 0131487361
• Edition: 5th
• Format: Paperback
• Copyright: 2005-01-01
• Publisher: Pearson College Div

Summary

Principles of Management courses that requires a brief and/or skillsfocused text.Robbins/DeCenzo is the best-selling brief paperback text that gives students more depth and breadth of practical tools to practice their management skills (Management Workshop) than any other textbook.

Table of Contents

Preface	xxi
PART I: INTRODUCTION	2	(27)
Managers and Management	2	(27)
Who Are Managers and Where Do They Work?	4	(3)
What Three Common Characteristics Do All Organizations Share?	5	(1)
How Are Managers Different from Operative Employees?	5	(1)
What Titles Do Managers Have in Organizations?	5	(2)
What Is Management and What Do Managers Do?	7	(9)
How Do We Define Management?	7	(1)
What Are the Management Processes?	8	(2)
What Are Management Roles?	10	(1)
Is the Manager's Job Universal?	10	(5)
What Skills and Competencies Do Successful Managers Possess?	15	(1)
How Much Importance Does the Marketplace Put on Managers?	16	(2)
Why Study Management?	18	(2)
How Does Management Relate to Other Disciplines?	20
What Can Students of Management Gain from Humanities and Social Science Courses?	20	(1)
A Concluding Remark	21
Ethical Dilemma in Management: Are U.S. Executives Overpaid?	18	(1)
Understanding Yourself: The Self-Assessment Library (S.A.L.): 47. How Motivated Am I to Manage?	19	(3)
Review, Comprehension, Application	22	(4)
Chapter Summary	22	(1)
Companion Web Site	23	(1)
Reading for Comprehension	23	(1)
Linking Concepts to Practice	23	(1)
Video Case Application: Doing Business Privately: Amy's Ice Cream	23	(2)
Crossword Comprehension	25	(1)
Management Workshop	26	(3)
Team Skill-Building Exercise: A New Beginning	26	(1)
Understanding Yourself	26	(1)
Developing Your Mentoring Skill: Guidelines for Mentoring Others	26	(1)
Developing Your Diagnostic Skills: You're Fired!	27	(1)
Enhancing Your Communication Skills	27	(1)
Introduction to Managing Diversity from Diverse Perspectives	28	(1)
History Module: The Historical Roots of Contemporary Management Practices	29	(57)
The Pre-Modern Era	29	(1)
What Was Adam Smith's Contribution to the Field of Management?	29	(1)
How Did the Industrial Revolution Influence Management Practices?	30	(1)
Classical Contributions	30	(5)
What Contributions Did Frederick Taylor Make?	30	(1)
Who Were the Other Major Contributors to Scientific Management?	31	(2)
Why Did Scientific Management Receive So Much Attention?	33	(1)
What Did Henri Fayol and Max Weber Contribute to Management Theory?	33	(1)
How Do We See Some Classical Writings Applied Today?	33	(2)
Human Resources Approach	35	(4)
Who Were Some Early Advocates of the Human Resources Approach?	35	(4)
The Quantitative Approach	39	(1)
Analysis: How Social Events Shape Management Approaches	40	(1)
What Stimulated the Classical Approach?	40	(1)
What Stimulated the Human Resources Approach?	41	(1)
What Stimulated the Quantitative Approaches?	41	(1)
Building on History: Studying Management Today	41
What Is the Process Approach?	42	(1)
How Can a Systems Approach Integrate Management Concepts?	42	(1)
What Is a Contingency Approach to the Study of Management?	43
Details on a Management Classic: Frederick Taylor	32	(14)
Crossword Comprehension	45	(1)
The Management Environment	46	(40)
The Changing Economy	48	(2)
A Global Marketplace	50	(6)
How Does Globalization Affect Organizations?	52	(1)
What Effect Does Globalization Have on Managers?	53	(3)
Emphasis on Technology	56	(4)
How Does an Organization Benefit from Information Technology?	57	(1)
What Is an E-Organization?	57	(2)
In What Ways Does Technology Alter a Manager's Job?	59	(1)
What Does Society Expect from Organizations and Managers?	60	(4)
How Can Organizations Demonstrate Socially Responsible Actions?	62	(1)
How Do Managers Become More Socially Responsible?	62	(2)
What Is Entrepreneurship?	64	(2)
Is There an Entrepreneurial Process?	64	(1)
What Do Entrepreneurs Do?	65	(1)
Can Large Organizations Have Entrepreneurs?	65	(1)
What Will the Workforce of 2010 Look Like?	66	(2)
What Does the Workforce Look Like Today?	66	(1)
How Does Diversity Affect Organizations?	67	(1)
How Can Organizations Help Employees Balance Work/Life Concepts?	67	(1)
Is Labor in Short Supply?	68	(4)
Why Do Organizations Lay Off Workers?	69	(2)
Is There a Pending Labor Shortage in the United States?	71	(1)
How Do Organizations Make the Customer King?	72	(5)
Can Organizations Improve Customer Service?	72	(3)
How Have Organizations Shown an Increased Concern with Quality?	75	(1)
When Must Managers Think in Terms of Quantum Changes Rather Than Continuous Improvement?	76	(1)
Some Concluding Remarks	77
Understanding Yourself: The Self-Assessment Library (S.A.L.): 9. What Are My Attitudes Toward Workplace Diversity?	68	(2)
Ethical Dilemma in Management: The Contingent Workforce	70	(9)
Review, Comprehension, Application	79	(4)
Chapter Summary	79	(1)
Companion Web Site	80	(1)
Reading for Comprehension	80	(1)
Linking Concepts to Practice	80	(1)
Video Case Application: Conducting Business Ethically and Responsibly: Patagonia	81	(1)
Crossword Comprehension	82	(1)
Management Workshop	83	(3)
Team Skill-Building Exercise: Understanding Cultural Differences	83	(1)
Understanding Yourself	83	(1)
Developing Your Ethics Skill: Guidelines for Acting Ethically	83	(1)
Developing Your Diagnostic Skills: Baxter Balances Work and Life	84	(1)
Enhancing Your Communication Skills	85	(1)
Diversity Perspectives: Culture	85	(1)
Ehancing Your Skill in Ethical Decision Making	85	(1)
PART II: PLANNING	86	(61)
Foundations of Planning	86	(32)
Planning Defined	88	(1)
Planning in Uncertain Environments	88	(4)
Why Should Managers Formally Plan?	89	(1)
What Are Some Criticisms of Formal Planning?	89	(2)
The Bottom Line: Does Planning Improve Organizational Performance?	91	(1)
Types of Plans	92	(2)
How Do Strategic and Tactical Planning Differ?	92	(1)
In What Time Frame Do Plans Exist?	92	(1)
What Is the Difference Between Specific and Directional Plans?	93	(1)
How Do Single-Use and Standing Plans Differ?	94	(1)
Management by Objectives	94	(4)
What Is MBO?	94	(2)
What Are the Common Elements in an MBO Program?	96	(1)
Does MBO Work?	96	(1)
How Do You Set Employee Objectives?	97	(1)
Is There a Downside to Setting Objectives?	98	(1)
The Importance of Organizational Strategy	98	(1)
A Strategic Framework: Choosing a Niche	99	(7)
How Does the Strategic Management Process Operate?	99	(2)
What Are the Primary Steps in the Strategic Management Process?	101	(1)
What Is SWOT Analysis?	102	(1)
How Do You Formulate Strategies?	103	(3)
What Happens After Strategies Are Formulated?	106	(1)
Quality as a Strategic Weapon	106	(3)
How Can Benchmarking Help Promote Quality?	106	(1)
What Is the ISO 9000 Series?	107	(1)
How Can Attaining Six Sigma Signify Quality?	108	(1)
Revisiting Entrepreneurship: How Does the Entrepreneur Identify A Competitive Advantage?	109
Identifying Environmental Opportunities and Competitive Advantage	109
Understanding Yourself: The Self-Assessment Library (S.A.L.): 25. How Good Am I at Personal Planning?	91	(4)
Details on a Management Classic: Locke and Goal-Setting Theory	95	(16)
Review, Comprehension, Application	111	(4)
Chapter Summary	111	(1)
Companion Web Site	112	(1)
Reading for Comprehension	112	(1)
Linking Concepts to Practice	113	(1)
Video Case Application: Whirlpool Puts a New Spin on Productivity and Quality	113	(1)
Crossword Comprehension	114	(1)
Management Workshop	115	(3)
Team Skill-Building Exercise: Your College's Mission	115	(1)
Understanding Yourself	115	(1)
Developing Your Business-Plan Skill: Writing a Business Plan	115	(1)
Developing Your Diagnostic and Analytical Skills: XXL No More!	116	(1)
Enhancing Your Communication Skills	117	(1)
Diversity Perspectives: Planning	117	(1)
Foundations of Decision Making	118	(29)
The Decision-Making Process	120	(1)
What Defines a Decision Problem?	120	(4)
What Is Relevant in the Decision-Making Process?	121	(1)
How Does the Decision Maker Weight the Criteria?	122	(2)
What Determines the Best Choice?	124	(1)
What Is Decision Implementation?	124	(1)
What Is the Last Step in the Decision Process?	124	(1)
Making Decisions: The Rational Model	124	(2)
Why Is Creativity Important in Decision Making?	125	(1)
What Is Creative Potential?	125	(1)
The Real World: Modifications of the Rational Model	126	(4)
What Is Bounded Rationality?	127	(1)
Are Common Errors Committed in the Decision-Making Process?	128	(2)
Decision Making: A Contingency Approach	130	(4)
How Do Problems Differ?	130	(1)
How Does a Manager Make Programmed Decisions?	130	(1)
In What Ways Do Nonprogrammed Decisions Differ from Programmed Decisions?	131	(1)
How Can You Integrate Problems, Types of Decisions, and Level in the Organization?	131	(2)
In What Ways Does Technology Assist Decision Making?	133	(1)
Decision-Making Styles	134	(1)
Making Decisions in Groups	135	(4)
What Are the Advantages of Group Decision Making?	136	(1)
What Are the Disadvantages of Group Decision Making?	136	(1)
When Are Groups Most Effective?	137	(1)
How Can You Improve Group Decision Making?	138	(1)
National Culture and Decision-Making Practices	139
Ethical Dilemma in Management: Stem Cell Research	132	(3)
Understanding Yourself: The Self-Assessment Library (S.A.L.): 20. What's My Decision-Making Style?	135	(5)
Review, Comprehension, Application	140	(4)
Chapter Summary	140	(1)
Companion Web Site	141	(1)
Reading for Comprehension	141	(1)
Linking Concepts to Practice	141	(1)
Video Case Application: The Management Picture: Quick Takes Video 1	142	(1)
Crossword Comprehension	143	(1)
Management Workshop	144	(3)
Team Skill-Building Exercise: Individual Versus Group Decisions	144	(1)
Understanding Yourself	144	(1)
Developing Your Creativity Skill: Becoming Creative	145	(1)
Developing Your Diagnostic and Analytical Skills: Some Solutions Create More Problems	145	(1)
Enhancing Your Communication Skills	146	(1)
Diversity Perspectives: Decisions	146	(1)
Enhancing Your Skill in Ethical Decision Making	146	(1)
Quantitative Module: Quantitative Decision-Making Aids	147	(11)
Payoff Matrices	147	(1)
Decision Trees	148	(1)
Break-Even Analysis	149	(2)
Ratio Analysis	151	(1)
Linear Programming	152	(2)
Queuing Theory	154	(1)
Economic Order Quantity Model	155	(3)
PART III: ORGANIZING	158	(66)
Basic Organization Designs	158	(32)
The Elements of Structure	160	(11)
What Is Work Specialization?	161	(1)
What Is the Chain of Command?	162	(1)
What Is the Span of Control?	163	(1)
What Are Authority and Responsibility?	163	(5)
How Do Centralization and Decentralization Differ?	168	(1)
Can You Identify the Five Ways to Departmentalize?	169	(2)
Contingency Variables Affecting Structure	171	(3)
How Is a Mechanistic Organization Different from an Organic Organization?	171	(1)
How Does Strategy Affect Structure?	172	(1)
How Does Size Affect Structure?	173	(1)
How Does Technology Affect Structure?	174	(1)
How Does Environment Affect Structure?	174	(1)
Organization Design Applications	174	(5)
What Is a Simple Structure?	174	(1)
What Do We Mean by a Bureaucracy?	175	(2)
Can an Organization Design Capture the Advantages of Bureaucracies While Eliminating Their Disadvantages?	177	(1)
What Are Team-Based Structures?	178	(1)
Why Is There Movement Toward a Boundaryless Organization?	178	(1)
How Do You Create a Learning Organization?	179	(2)
Organization Culture	181
What Is an Organization Culture?	181	(1)
How Can Cultures Be Assessed?	181	(1)
Where Does an Organization's Culture Come From?	182	(1)
How Does Culture Influence Structure?	182
Details on a Management Classic: Stanley Milgram	164	(2)
Ethical Dilemma in Management: Obeying Orders	166	(5)
Understanding Yourself: The Self-Assessment Library (S.A.L.): 41. What Type of Organization Structure Do I Prefer?	171	(12)
Review, Comprehension, Application	183	(4)
Chapter Summary	183	(1)
Companion Web Site	184	(1)
Reading for Comprehension	184	(1)
Linking Concepts to Practice	184	(1)
Video Case Application: SAS Institute	185	(1)
Crossword Comprehension	186	(1)
Management Workshop	187	(3)
Team Skill-Building Exercise: How Is Your School Organized?	187	(1)
Understanding Yourself	187	(1)
Developing Your Power Base Skill: Building a Power Base	187	(1)
Developing Your Diagnostic and Analytical Skills: A Learning Organization at Svenska	188	(1)
Enhancing Your Communication Skills	189	(1)
Diversity Perspectives: Organization	189	(1)
Staffing and Human Resource Management	190	(34)
Managers and the Human Resource Management Process	192	(1)
The Legal Environment of HRM	192	(3)
What Are the Primary U.S. Laws Affecting HRM?	193	(2)
Does HRM Face the Same Laws Globally?	195	(1)
Employment Planning	195	(2)
How Does an Organization Conduct an Employee Assessment?	196	(1)
How Are Future Employee Needs Determined?	196	(1)
Recruitment and Selection	197	(7)
Where Does a Manager Recruit Candidates?	197	(1)
Is There a Basic Method of Selecting Job Candidates?	198	(2)
How Effective Are Tests and Interviews as Selection Devices?	200	(4)
Orientation, Training, and Development	204	(2)
How Do We Introduce New Hires to the Organization?	204	(1)
What Is Employee Training?	204	(2)
Performance Management	206	(4)
What Is a Performance Management System?	207	(2)
What Happens When Performance Falls Short?	209	(1)
Compensation and Benefits	210	(1)
How Are Pay Levels Determined?	210	(1)
Why Do Organizations Offer Employee Benefits?	211	(1)
Current Issues in Human Resource Management	211
How Can Workforce Diversity Be Managed?	211	(1)
What Is Sexual Harassment?	212	(2)
Can Unions and Management Cooperate?	214	(1)
Can Managers Prevent Workplace Violence?	215	(1)
How Do ``Survivors'' Respond to Layoffs?	216
Ethical Dilemma in Management: The Stress Interview	203	(6)
Understanding Yourself: The Self-Assessment Library (S.A.L.): 43. How Good Am I at Giving Performance Feedback?	209	(8)
Review, Comprehension, Application	217	(4)
Chapter Summary	217	(1)
Companion Web Site	218	(1)
Reading for Comprehension	218	(1)
Linking Concepts to Practice	218	(1)
Video Case Application: Managing the Human Side of Business: Caesars Entertainment, Inc.	219	(1)
Crossword Comprehension	220	(1)
Management Workshop	221	(3)
Team Skill-Building Exercise: Laying Off Workers	221	(1)
Understanding Yourself	221	(1)
Developing Your Interviewing Skill: Interviewing Job Applicants	222	(1)
Developing Your Diagnostic and Analytical Skills: The Benefits of Benefits	222	(1)
Enhancing Your Communication Skills	223	(1)
Diversity Perspectives: Staffing and Human Resource Management	223	(1)
Career Module: Building Your Career	224	(36)
Introduction	224	(1)
Making A Career Decision	224	(1)
Getting Into the Organization	225	(3)
Where Can I Find Jobs Advertised on the Internet?	225	(2)
How Do You Prepare Your Resume?	227	(1)
Are There Ways to Excel at an Interview?	227	(1)
What Are Some Suggestions for Developing A Successful Management Career?	228	(2)
What Are an Organization's Responsibilities for Career Development?	228	(1)
How Can You Enhance Your Career?	229	(1)
Managing Change, Stress, and Innovation	230	(30)
What Is Change?	232	(1)
Forces for Change	232	(2)
What External Forces Create a Need for Change?	233	(1)
What Internal Forces Create a Need for Change?	234	(1)
How Can a Manager Serve as a Change Agent?	234	(1)
Two Views of the Change Process	234	(3)
What Is the ``Calm Waters'' Metaphor?	235	(1)
How Does the ``White-Water Rapids'' Metaphor of Change Function?	235	(1)
Does Every Manager Face a World of Constant and Chaotic Change?	236	(1)
How Do Entrepreneurs Handle Change?	237	(1)
Organizational Change and Member Resistance	237	(3)
Why Do People Resist Change?	237	(2)
What Are Some Techniques for Reducing Resistance to Organizational Change?	239	(1)
Making Changes in the Organization	240	(4)
How Do Organizations Implement Planned Changes?	242	(1)
What Is Organization Development?	242	(1)
Are There Typical OD Techniques?	242	(2)
Stress: The Aftermath of Organizational Change	244	(5)
What Is Stress?	244	(1)
Are There Common Causes of Stress?	245	(2)
What Are the Symptoms of Stress?	247	(1)
How Can Stress Be Reduced?	247	(2)
Stimulating Innovation	249
How Are Creativity and Innovation Related?	249	(1)
What Is Involved in Innovation?	249	(1)
How Can a Manager Foster Innovation?	250	(1)
Why Do Entrepreneurs Value Innovation?	251
Details on a Management Classic: Coch and French: Resistance to Change	239	(2)
Understanding Yourself: The Self-Assessment Library (S.A.L.): 51. Am I Burned Out?	241	(2)
Ethical Dilemma in Management: The OD Intervention	243	(9)
Review, Comprehension, Application	252	(4)
Chapter Summary	252	(1)
Companion Web Site	253	(1)
Reading for Comprehension	253	(1)
Linking Concepts to Practice	253	(1)
Video Case Application: Stress	253	(2)
Crossword Comprehension	255	(1)
Management Workshop	256	(4)
Team Skill-Building Exercise: The Celestial Aerospace Company	256	(1)
Understanding Yourself	256	(1)
Developing Your Change-Management Skill	257	(1)
Developing Your Diagnostic and Analytical Skills: Changes in the Health Care Industry	257	(1)
Enhancing Your Communication Skills	258	(1)
Diversity Perspectives: Change	258	(1)
Enhancing Your Skill in Ethical Decision Making	259	(1)
PART IV: LEADING	260	(164)
Foundations of Individual and Group Behavior	260	(32)
Toward Explaining and Predicting Behavior	262	(5)
What Is the Focus of Organizational Behavior?	263	(1)
What Are the Goals of Organizational Behavior?	263	(1)
Do an Individual's Attitude and Behavior Need to Be Consistent?	264	(1)
What Is Cognitive Dissonance Theory?	264	(2)
How Can an Understanding of Attitudes Help Managers Be More Effective?	266	(1)
Personality	267	(8)
Can Personality Predict Behavior?	267	(2)
Can Personality Traits Predict Practical Work-Related Behaviors?	269	(2)
How Do We Match Personalities and Jobs?	271	(1)
How Can an Understanding of Personality Help Managers Be More Effective?	272	(1)
Do Personality Attributes Differ Across National Cultures?	273	(1)
Do Entrepreneurs Share Personality Characteristics?	273	(2)
Perception	275	(4)
What Influences Perception?	275	(1)
How Do Managers Judge Employees?	275	(2)
What Shortcuts Do Managers Use in Judging Others?	277	(2)
How Can an Understanding of Perceptions Help Managers Be More Effective?	279	(1)
Learning	279	(2)
What Is Operant Conditioning?	279	(1)
What Is Social Learning Theory?	280	(1)
How Can Managers Shape Behavior?	280	(1)
How Can an Understanding of Learning Help Managers Be More Effective?	281	(1)
Foundations of Group Behavior	281
What Is a Group?	281	(1)
What Are the Basic Concepts of Group Behavior?	282
Ethical Dilemma in Management: Must Attitudes and Behaviors Align?	265	(9)
Understanding Yourself: The Self-Assessment Library (S.A.L.): 1. What's My Basic Personality?	274	(10)
Details on a Management Classic: Solomon Asch and Group Conformity	284	(2)
Review, Comprehension, Application	286	(4)
Chapter Summary	286	(1)
Companion Web Site	287	(1)
Reading for Comprehension	287	(1)
Linking Concepts to Practice	287	(1)
Video Case Application: Self-Awareness	288	(1)
Crossword Comprehension	289	(1)
Management Workshop	290	(2)
Team Skill-Building Exercise: The Salary Request	290	(1)
Understanding Yourself	290	(1)
Developing Your Skill at Shaping Behavior	290	(1)
Developing Your Diagnostic and Analytical Skills: Dimon Goes for the Gold	291	(1)
Enhancing Your Communication Skills	291	(1)
Diversity Perspectives: Foundations of Individual and Group Behavior	291	(1)
Understanding Work Teams	292	(26)
The Popularity of Teams	294	(3)
What Are the Stages of Team Development?	295	(1)
Aren't Work Groups and Work Teams the Same?	296	(1)
Types of Work Teams	297	(3)
What Is a Functional Team?	298	(1)
How Does a Problem-Solving Team Operate?	298	(1)
What Is a Self-Managed Work Team?	298	(1)
How Do Cross-Functional Teams Operate?	298	(1)
Are Virtual Teams a Reality in the Twenty-First Century?	299	(1)
Why Do Entrepreneurs Use Teams?	300	(1)
Characteristics of High-Performance Work Teams	300	(4)
Turning Individuals into Team Players	304	(5)
What Are the Management Challenges of Creating Team Players?	304	(1)
What Roles Do Team Members Play?	305	(1)
How Can a Manager Shape Team Behavior?	306	(1)
How Can a Manager Reinvigorate a Mature Team?	307	(2)
Contemporary Team Issues	309
Why Are Teams Central to Continuous Process Improvement Programs?	309	(1)
How Does Workforce Diversity Affect Teams?	309
Understanding Yourself: The Self-Assessment Library (S.A.L.): 34. How Good Am I at Building and Leading a Team?	303	(4)
Ethical Dilemma in Management: Does Everyone Have to Be a Team Player?	307	(3)
Review, Comprehension, Application	310	(4)
Chapter Summary	310	(1)
Companion Web Site	311	(1)
Reading for Comprehension	311	(1)
Linking Concepts to Practice	312	(1)
Video Case Application: Juicing Up the Organization: Nantucket Nectars	312	(1)
Crossword Comprehension	313	(1)
Management Workshop	314	(4)
Team Skill-Building Exercise: Building Effective Work Teams	314	(1)
Understanding Yourself	315	(1)
Developing Your Coaching Skill: Coaching Others	315	(1)
Developing Your Diagnostic and Analytical Skills: Team Ferrari	316	(1)
Enhancing Your Communication Skills	316	(1)
Diversity Perspectives: Road Teams	317	(1)
Motivating and Rewarding Employees	318	(34)
Motivation and Individual Needs	320	(1)
Early Theories of Motivation	321	(4)
What Is Maslow's Hierarchy of Needs Theory?	322	(1)
What Is McGregor's Theory X and Theory Y?	322	(2)
What Is Herzberg's Motivation-Hygiene Theory?	324	(1)
What Are the Similarities and Differences Among the Early Theories of Motivation?	325	(1)
Contemporary Theories of Motivation	325	(10)
What Is McClelland's Three-Needs Theory?	326	(1)
How Do Inputs and Outcomes Influence Motivation?	326	(3)
Does Job Design Influence Motivation?	329	(1)
Why Is Expectancy Theory Considered a Comprehensive Theory of Motivation?	330	(4)
How Can We Integrate the Contemporary Theories of Motivation?	334	(1)
Contemporary Issues in Motivation	335
What Is the Key to Motivating a Diverse Workforce?	335	(2)
Should Employees Be Paid for Performance or Time on the Job?	337	(1)
How Can Managers Motivate Minimum-Wage Employees?	338	(1)
What's Different in Motivating Professional and Technical Employees?	339	(1)
What Can Management Do to Improve Work--Life Balance?	340	(3)
What Do Entrepreneurs Do to Motivate Employees?	343
Understanding Yourself: The Self-Assessment Library (S.A.L.): 10. What Motivates Me?	321	(6)
Details on a Management Classic: David McClelland and the Three-Needs Theory	327	(6)
Ethical Dilemma in Management: Rewarding Appropriate Behavior	333	(12)
Review, Comprehension, Application	345	(3)
Chapter Summary	345	(1)
Companion Web Site	346	(1)
Reading for Comprehension	346	(1)
Linking Concepts to Practice	346	(1)
Video Case Application: Putting Motivation to Work in a Service Business: Ritz-Carlton	346	(1)
Crossword Comprehension	347	(1)
Management Workshop	348	(4)
Team Skill-Building Exercise: How Can You Motivate Others?	348	(1)
Understanding Yourself	348	(1)
Developing Your Skill at Motivating Employees: Maximizing Employee Effort	348	(1)
Developing Your Diagnostic and Analytical Skills: Motivation at Classic Hospitality	349	(1)
Enhancing Your Communication Skills	350	(1)
Diversity Perspectives: Motivating and Rewarding Employees	351	(1)
Leadership and Trust	352	(34)
Managers Versus Leaders	354	(1)
Trait Theories of Leadership	354	(1)
Behavioral Theories of Leadership	355	(4)
Are There Identifiable Leadership Behaviors?	356	(1)
Why Were the Ohio State Studies Important?	357	(1)
What Were the Leadership Dimensions of the University of Michigan Studies?	358	(1)
What Is the Managerial Grid?	358	(1)
What Did the Behavioral Theories Teach Us About Leadership?	359	(1)
Contingency Theories of Leadership	359	(9)
What Is the Fiedler Model?	361	(1)
How Does Path-Goal Theory Operate?	362	(3)
What Is the Leader-Participation Model?	365	(1)
How Does Situational Leadership ® Operate?	365	(3)
Emerging Approaches to Leadership	368	(3)
What Is Charismatic Leadership Theory?	368	(1)
What Is Visionary Leadership?	369	(1)
Are Entrepreneurs Visionary Leaders?	370	(1)
How Do Transactional Leaders Differ from Transformational Leaders?	371	(1)
Contemporary Leadership Issues	371	(5)
What Is Team Leadership?	372	(1)
Does National Culture Affect Leadership?	373	(1)
How Does Emotional Intelligence Affect Leadership?	374	(1)
Is Leadership Always Important?	375	(1)
Building Trust: The Essence of Leadership	376
What Is Trust?	376	(1)
Why Is Trust Critical to Leadership?	377	(1)
What Are the Three Types of Trust?	377
Understanding Yourself: The Self-Assessment Library (S.A.L.): 29. What's My Leadership Style?	360	(3)
Details on a Management Classic: The Fielder Contigency Model of Leadership	363	(9)
Ethical Dilemma in Management: Do Men and Women Lead Differently?	372	(7)
Review, Comprehension, Application	379	(5)
Chapter Summary	379	(1)
Companion Web Site	380	(1)
Reading for Comprehension	381	(1)
Linking Concepts to Practice	381	(1)
Video Case Application: Kinetics U.S.A.: A CEO Who Believes That People Come First	381	(2)
Crossword Comprehension	383	(1)
Management Workshop	384	(2)
Team Skill-Building Exercise: The Pre-Post Leadership Assessment	384	(1)
Understanding Yourself	384	(1)
Developing Your Trust-Building Skill	384	(1)
Developing Your Diagnostic and Analytical Skills: Reverse Mentoring at Grafik Marketing	385	(1)
Enhancing Your Communication Skills	385	(1)
Diversity Perspectives: Leadership	385	(1)
Communication and Interpersonal Skills	386	(38)
Understanding Communication	388	(9)
How Does the Communication Process Work?	388	(1)
Are Written Communications More Effective Than Verbal Ones?	389	(1)
Is the Grapevine an Effective Way to Communicate?	390	(1)
How Do Nonverbal Cues Affect Communications?	391	(1)
What Barriers Exist to Effective Communication?	392	(3)
How Can Managers Overcome Communication Barriers?	395	(2)
Communications and Information Technology	397	(5)
What Are the Networked Communication Capabilities?	399	(2)
How Do Wireless Capabilities Affect Communications?	401	(1)
How Does Knowledge Management Affect Communications?	401	(1)
Developing Interpersonal Skills	402
Why Are Active Listening Skills Important?	402	(1)
Why Are Feedback Skills Important?	403	(2)
What Are Empowerment Skills?	405	(3)
How Do You Manage Conflict?	408	(5)
What Are Negotiation Skills?	413	(1)
How Do Bargaining Strategies Differ?	413	(3)
What Is an Effective Presentation?	416
Ethical Dilemma in Management: Distorting Information Purposely	395	(3)
Understanding Yourself: The Self-Assessment Library (S.A.L.): 27. What's My Face-to-Face Communication Style?	398	(19)
Review, Comprehension, Application	417	(5)
Chapter Summary	417	(1)
Companion Web Site	418	(1)
Reading for Comprehension	419	(1)
Linking Concepts to Practice	419	(1)
Video Case Application: Communicating in the Global Marketplace	419	(2)
Crossword Comprehension	421	(1)
Management Workshop	422	(2)
Team Skill-Building Exercise: Active Listening	422	(1)
Understanding Yourself	422	(1)
Developing Your Active-Listening Skill	422	(1)
Developing Your Diagnostic and Analytical Skills: English-Only Rules	423	(1)
Enhancing Your Communication Skills	423	(1)
Diversity Perspectives: Communication and Interpersonal Skills	423	(1)
Enhancing Your Skill in Ethical Decision Making	423	(1)
PART V: CONTROLLING	424	(61)
Foundations of Control	424	(32)
What Is Control?	426	(1)
The Importance of Control	427	(6)
The Control Process	428	(1)
What Is Measuring?	429	(3)
What Managerial Action Can Be Taken?	432	(1)
Types of Control	433	(2)
What Is Feedforward Control?	434	(1)
When Is Concurrent Control Used?	434	(1)
Why Is Feedback Control So Popular?	435	(1)
Control Implications for Managers	435	(5)
What Are the Qualities of an Effective Control System?	436	(1)
What Factors Affect Control?	437	(1)
A Special Case of Control: Sarbanes-Oxley Act	438	(1)
Do Controls Need to Be Adjusted for Cultural Differences?	439	(1)
The Dysfunctional Side of Control	440	(1)
Contemporary Issues in Control	441	(3)
Is My Work Computer Really Mine?	441	(3)
Is Employee Theft on the Rise?	444	(1)
Entrepreneurs and Control	444
How Must the Entrepreneur Control for Growth?	444	(3)
How Does the Entrepreneur Manage Downturns?	447	(1)
How Does the Entrepreneur Exit the Venture?	447
Ethical Dilemma in Management: Invasion of Privacy?	442	(6)
Review, Comprehension, Application	448	(4)
Chapter Summary	448	(1)
Companion Web Site	449	(1)
Reading for Comprehension	449	(1)
Linking Concepts to Practice	449	(1)
Video Case Application: Accounting for Billions of Burgers: McDonald's	450	(1)
Crossword Comprehension	451	(1)
Management Workshop	452	(4)
Team Skill-Building Exercise: The Paper Plane Corporation	452	(1)
Understanding Yourself	452	(2)
Developing Your Performance Feedback Skill	454	(1)
Developing Your Diagnostic and Analytical Skills: A Control Concern at the FBI	454	(1)
Enhancing Your Communication Skills	455	(1)
Diversity Perspectives: Power Games	455	(1)
Operations Management	456	(29)
The Importance of Operations Management	458	(1)
How do Service and Manufacturing Firms Differ?	458	(3)
How Do We Improve Productivity?	459	(1)
What Strategic Role Does Operations Management Play?	460	(1)
Value Chain Management	461	(12)
What Is Value Chain Management?	461	(2)
What Are the Goals of Value Chain Management?	463	(1)
What Are the Value Chain Management Requirements?	463	(5)
What are the Benefits of Value Chain Management?	468	(1)
Are there Obstacles to Value Chain Management?	469	(1)
Contemporary Issues in Operations Management	470	(3)
Managing Projects	473
What Are Some Popular Scheduling Tools?	473	(2)
What Is a PERT Network Analysis?	475
Ethical Dilemma in Management: The Demanding Retailer	466	(12)
Review, Comprehension, Application	478	(4)
Chapter Summary	478	(1)
Companion Web Site	479	(1)
Reading for Comprehension	479	(1)
Linking Concepts to Practice	479	(1)
Video Case Application: Space Age Information Systems: Boeing Satellite Systems	479	(2)
Crossword Comprehension	481	(1)
Management Workshop	482	(3)
Team Skill-Building Exercise: Designing Your University	482	(1)
Developing Your Collaboration Skill	482	(1)
Developing Your Diagnostic and Analytical Skills: BudNEt	483	(1)
Enhancing Your Communication Skills	483	(1)
Diversity Perspectives: Operations Management	483	(1)
Enhancing Your Skill in Ethical Decision Making	484	(1)
Notes	485	(26)
Appendix A: The Self-Assessment Library (S.A.L.): Analysis and Interpretation	511	(5)
Appendix B: Crossword Comprehension Solutions	516	(5)
Illustration Credits	521	(2)
Name/Organization Index	523	(12)
Glindex (combined subject index and glossary)	535