Supervision : Concepts and Skill-Building

by Certo, Samuel C.

• ISBN13: 9780072987522
• ISBN10: 0072987529
• Edition: 5th
• Format: Paperback
• Copyright: 2005-03-18
• Publisher: McGraw-Hill/Irwin

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.

Author Biography

Samuel C. Certo is professor of management and former dean at the Roy E. Crummer Graduate School of Business at Rollins College.

Table of Contents

PART ONE WHAT IS A SUPERVISOR?	1	(26)
Modern Supervision: New-Era Challenge	2	(25)
Types of Supervisory Skills	3	(4)
Categorizing the Skills	4	(1)
Supervising a Diverse Workforce	5	(2)
General Functions of the Supervisor	7	(1)
Planning	7	(1)
Supervision and Diversity	8	(2)
The Largest Ethnic Minority Group	8	(1)
Organizing	8	(1)
Staffing	8	(1)
Leading	9	(1)
Controlling	9	(1)
Relationships among the Functions	9	(1)
Responsibilities of the Supervisor	10	(2)
Types of Responsibilities	10	(1)
Responsibilities in a Changing Organization	11	(1)
Tips from the Firing Line	12	(1)
Supervising in the 21st Century	12	(1)
Responsibilities and Accountability	13	(1)
Becoming a Supervisor	13	(2)
Preparing for the Job	13	(1)
Obtaining and Using Power and Authority	14	(1)
Characteristics of a Successful Supervisor	15	(1)
Supervisory Skills	16	(1)
Communicating Positively in Any Organization	16	(1)
About This Book	17	(1)
Skills Module	18	(6)
Part One: Concepts	18	(1)
Summary	18	(1)
Key Terms	19	(1)
Review and Discussion Questions	19	(1)
Part Two: Skill-Building	20	(1)
A Second Look	20	(1)
Problem-Solving Case: Two Supervisors' Tales	20	(1)
Knowing Yourself	20	(1)
Class Exercise: Recognizing Management Skills	21	(1)
Building Supervision Skills: Defining Your Role as Supervisor	21	(2)
Building Supervision Skills: Leading a Team	23	(1)
Part One Video Cases	24	(3)
PART TWO MODERN SUPERVISION CHALLENGES	27	(108)
Ensuring High Quality and Productivity	28	(35)
Consequences of Poor Quality	30	(1)
Limited Resources	30	(1)
Higher Costs	31	(1)
Types of Quality Control	31	(2)
Product Quality Control	32	(1)
Process Control	32	(1)
Methods for Improving Quality	33	(5)
Statistical Quality Control	33	(1)
Zero-Defects Approach	34	(1)
Employee Involvement Teams	35	(1)
Six Sigma	36	(2)
Supervision across Industries	38	(1)
The Banking Industry	38	(1)
Total Quality Management	38	(1)
Quality Standards	39	(2)
Guidelines for Quality Control	41	(2)
Prevention versus Detection	41	(1)
Standard Setting and Enforcement	42	(1)
Tips from the Firing Line	43	(1)
Avoiding Frustration with Quality-Improvement Efforts	43	(1)
The Productivity Challenge	43	(3)
Trends in Productivity in the United States	43	(1)
Constraints on Productivity	44	(2)
Measuring Productivity	46	(2)
Improving Productivity	48	(2)
Use Budgets	49	(1)
Increase Output	49	(1)
Improve Methods	49	(1)
Supervision and Ethics	50	(4)
Does Electronic Monitoring Invade Employees' Privacy?	50	(1)
Reduce Overhead	51	(1)
Minimize Waste	51	(1)
Regulate or Level the Work Flow	52	(1)
Install Modern Equipment	52	(2)
Supervisory Skills:	54	(1)
Motivating	54	(1)
Train and Motivate Employees	54	(1)
Minimize Tardiness, Absenteeism, and Turnover	54	(1)
Employee Fears about Productivity Improvement	55	(1)
Skills Module	56	(7)
Part One: Concepts	56	(1)
Summary	56	(1)
Key Terms	57	(1)
Review and Discussion Questions	58	(1)
Part Two: Skill-Building	59	(1)
A Second Look	59	(1)
Problem-Solving Case: Fast Food Is All About Service	59	(1)
Knowing Yourself	60	(1)
Class Exercise: Defining and Measuring Quality of Service	60	(1)
Building Supervision Skills: Improving Performance	61	(2)
Teamwork: Emphasizing Powerful Meetings	63	(30)
Reasons for Joining Groups	64	(1)
Groups in the Workplace	65	(3)
Functional and Task Groups	66	(1)
Formal and Informal Groups	66	(1)
Getting the Group to Work with You	66	(2)
Characteristics of Groups	68	(2)
Roles	68	(2)
Supervisory Skills	70	(3)
Team Building	70	(1)
Norms	70	(1)
Status	71	(1)
Cohesiveness	71	(1)
Size	72	(1)
Homogeneity	72	(1)
Effectiveness	72	(1)
The Development of Groups	73	(1)
Teamwork	74	(1)
Benefits of Teamwork	74	(1)
Supervision across Industries	75	(2)
Retailing	75	(1)
Leading the Team	76	(1)
Tips from the Firing Line	77	(3)
How to Build an Effective Team	77	(3)
Labor Law and Teamwork	80	(1)
Meetings	80	(4)
Reasons for Meetings	80	(1)
Preparing for a Meeting	81	(1)
Conducting a Meeting	82	(1)
Overcoming Problems with Meetings	83	(1)
Skills Module	84	(9)
Part One: Concepts	84	(1)
Summary	84	(2)
Key Terms	86	(1)
Review and Discussion Questions	86	(1)
Part Two: Skill-Building	87	(1)
A Second Look	87	(1)
Problem-Solving Case: Peer Groups Help Eastman Kodak Employees Resolve Disputes	88	(1)
Knowing Yourself	89	(1)
Class Exercise: Meeting Participation Skills	90	(1)
Building Supervision Skills: Evaluating Team Performance	90	(3)
Meeting High Ethical Standards	93	(19)
Ethics in the Workplace	94	(1)
Supervision across Industries	95	(2)
The Printing Industry	95	(1)
Benefits of Ethical Behavior	95	(2)
Supervision and Ethics	97	(4)
MCI Pays the Steep Costs It Rang Up as WorldCom	97	(1)
Challenges to Ethical Behavior	97	(2)
Differing Measures of Ethical Behavior	99	(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