Wiley Pathways Supervision

Bob Nelson, PhD is President of Nelson Motivation Inc., and author of 1001 Ways to Reward Employees and Managing for Dummies.

• 1 Supervision 12 Leadership 273 Goal Setting 424 Effective Communication 625 Employee Discipline 856 Building a Team 1057 Training a Team 1338 Inspiring Employees to Better Performance 1599 Evaluating the Team Members 19010 Leading Change 21411 Managing Diversity 23012 Ethics and Office Politics 25013 Working with Unions 27514 Budgeting and Accounting 29015 Using Technology 31716 Common Management Trends and Management Mistakes 338Endnotes 352Glossary 356Index 3651 Supervision 1Introduction 21.1 Identifying the Different Styles of Management 21.1.1 The Traditional Model 21.1.2 The Human Relations Model 31.1.3 The Human Resources Model 3Self-Check 61.2 Meeting the Management Challenge 6Self-Check 81.3 Explaining the New Functions of Management 81.3.1 Trusting Employees 81.3.2 Energizing Employees 101.3.3 Empowering Employees 101.3.4 Supporting Employees 111.3.5 Communicating with Employees 121.3.6 Learning from Employees 121.3.7 Improving Your Skills 13Self-Check 151.4 Laws That Supervisors Should Be Aware Of 151.4.1 Illegal Discrimination 151.4.2 Sexual Harassment 171.4.3 The Americans with Disabilities Act 181.4.4 Age Discrimination in Employment 191.4.5 Equal Pay Act 191.4.6 Immigration Reform and Control Act 201.4.7 State and Local Employment Laws 20Self-Check 21Summary 21Key Terms 22Summary Questions 24Applying This Chapter 25You Try It 262 Leadership 27Introduction 282.1 Understanding the Differences between Management and Leadership 28Self-Check 302.2 Figuring Out What Leaders Do 302.2.1 Inspiring Action 302.2.2 Communicating with Others 312.2.3 Supporting and Facilitating Achievement 31Self-Check 332.3 Surveying Leading Leadership Traits 332.3.1 Maintaining an Optimistic Outlook 332.3.2 Displaying Confidence 342.3.3 Maintaining Integrity 342.3.4 Making Decisions 35Self-Check 352.4 Fostering Collaborative Leadership 36Self-Check 38Summary 38Key Terms 39Summary Questions 40Applying This Chapter 40You Try It 413 Goal Setting 42Introduction 433.1 Setting a Direction 433.1.1 The Difference between Goals and Vision 433.1.2 The Link between Goals and Vision 443.1.3 Different Visions and Different Goals for Different Purposes 46Self-Check 463.2 Identifying SMART Goals 463.2.1 Setting Goals: Less Is More 483.2.2 Following Through on Goals 49Self-Check 513.3 Communicating Your Goals to Your Team 51Self-Check 533.4 Juggling Priorities: Keeping Your Eye on the Ball 53Self-Check 553.5 Using Your Power for Good: Making Your Goals Happen 55Self-Check 57Summary 57Key Terms 57Summary Questions 59Applying This Chapter 59You Try It 614 Effective Communication 62Introduction 634.1 Using Different Communication Methods 644.1.1 Using the Employee Grapevine 654.1.2 Using Downward and Upward Communication 66Self-Check 674.2 Choosing When to Use Verbal vs written Communication 674.2.1 The Information Superhighway 674.2.2 Harnessing the Power of the Written Word 68Self-Check 704.3 Common Obstacles to Effective Communication 704.3.1 Cultural Differences 704.3.2 Differences in Background 714.3.3 Prejudices and Perceptions 714.3.4 Assumptions and Expectations 724.3.5 Emotions 724.3.6 Overcoming Barriers to Effective Communication 72Self-Check 734.4 Active and Passive Listening 73Self-Check 764.5 Providing Effective Feedback 764.5.1 The Role of Positive Feedback 764.5.2 The Role of Negative Feedback 774.5.3 Guidelines for Providing Feedback That Works 77Self-Check 78Summary 78Key Terms 79Summary Questions 81Applying This Chapter 82You Try It 845 Employee Discipline 85Introduction 865.1 Understanding Employee Discipline 86Self-Check 885.2 Focusing on Performance, Not Personalities 88Self-Check 905.3 Identifying the Two Tracks of Discipline 905.3.1 Dealing with Performance Problems:The First Track 915.3.2 Dealing with Misconduct: The Second Track 93Self-Check 945.4 Disciplining Employees: A Suite in Five Parts 955.4.1 Describing the Unacceptable Behavior 955.4.2 Expressing the Impact to the Work Unit 955.4.3 Specifying the Required Changes 965.4.4 Outlining the Consequences 965.4.5 Providing Emotional Support 975.4.6 Molding It All Together 97Self-Check 985.5 Making and Implementing a Plan for Improvement 98Self-Check 100Summary 100Key Terms 101Summary Questions 102Applying This Chapter 102You Try It 1046 Building a Team 105Introduction 1066.1 Approaching the Hiring Process 1066.1.1 Defining the Characteristics of Your New Employees 1076.1.2 The Consequences of a Poor Hiring Decision 1086.1.3 Steps in the Hiring Process 110Self-Check 1116.2 Defining the Job Before You Start 111Self-Check 1126.3 Recruiting Talent 112Self-Check 1156.4 Reviewing Applications 1156.4.1 Reviewing Résumés 1156.4.2 Reviewing Cover Letters 1186.4.3 Reviewing Applications 118Self-Check 1186.5 Interviewing the Best 1186.5.1 Asking the Right Questions 1196.5.2 Interviewing Do’s 1216.5.3 Interviewing Don’ts 122Self-Check 1236.6 Evaluating Your Candidates Further 1246.6.1 Checking References 1246.6.2 Reviewing Your Notes 1256.6.3 Conducting a Second (or Third) Round of Interviews 126Self-Check 1276.7 Hiring the Best (and Leaving the Rest) 1276.7.1 Being Objective 1276.7.2 Trusting Your Gut 1286.7.3 Adjusting after the Offer 128Self-Check 129Summary 129Key Terms 129Summary Questions 130Applying This Chapter 131You Try It 1327 Training a Team 133Introduction 1347.1 Phasing Out the Old Hierarchy 134Self-Check 1377.2 Empowering Your Teams 137Self-Check 1387.3 Identifying Advantages of Teams 138Self-Check 1397.4 Setting Up and Supporting Your Teams 1407.4.1 Formal Teams 1407.4.2 Informal Teams 1407.4.3 Self-Managed Teams 1417.4.4 Encouraging Empowerment 142Self-Check 1447.5 Meetings: Putting Teams to Work 1447.5.1 Wasting Time with Meetings 1457.5.2 Making Meetings a Success 146Self-Check 1477.6 Becoming a Coach 148Self-Check 1497.7 Coaching Methods, Guidelines, and Tools 1497.7.1 Coaching Using Show-and-Tell 1507.7.2 Incorporating Coaching in Your Day-to-DayInteractions 1517.7.3 Identifying a Coach’s Tools 152Self-Check 154Summary 155Key Terms 155Summary Questions 156Applying This Chapter 157You Try It 1588 Inspiring Employees to Better Performance 159Introduction 1608.1 Developing Employees 160Self-Check 1638.2 Creating Career Development Plans 163Self-Check 1668.3 Helping Employees to Develop 166Self-Check 1688.4 Finding a Mentor, Being a Mentor 169Self-Check 1718.5 Getting What You Reward 171Self-Check 1748.6 Figuring Out What Employees Want 1748.6.1 Starting with the Positive 1778.6.2 Making a Big Deal about Something Little 178Self-Check 1798.7 Rewarding Employees 1808.7.1 Money 1808.7.2 Ten Other Ways to Recognize Employees 182Self-Check 185Summary 185Key Terms 186Summary Questions 187Applying This Chapter 188You Try It 1899 Evaluating the Team Members 190Introduction 1919.1 Measuring Progress 192Self-Check 1949.2 Developing a System for Providing ImmediatePerformance Feedback 1959.2.1 Setting Your Checkpoints: The Milestones 1949.2.2 Reaching Your Checkpoints: The Actions 1949.2.3 Sequencing Your Activity: The Relationships 1959.2.4 Establishing Your Time Frame: The Schedules 1959.2.5 Putting Performance Measuring and Monitoring into Practice: Case Study 197Self-Check 1989.3 Charting Progress 1999.3.1 Bar Charts 1999.3.2 Flowcharts 2009.3.3 Software 2019.3.4 You Have Their Number: Now What? 201Self-Check 2029.4 Evaluating Performance 202Self-Check 2069.5 Avoiding Common Mistakes That Evaluators Make 2069.5.1 Realizing Why Evaluations Go Bad 2079.5.2 Preparing for the No-Surprises Evaluation 208Self-Check 209Summary 210Key Terms 210Summary Questions 211Applying This Chapter 212You Try It 21310 Leading Change 214Introduction 21510.1 Managing Urgency and Crises 215Self-Check 21610.2 Identifying the Four Stages of Change 217Self-Check 22010.3 Becoming a Leader of Change 22010.3.1 Change Affects Everyone 22010.3.2 Encouraging Employee Initiative 221Self-Check 22310.4 Handling Mergers and Layoffs 223Self-Check 225Summary 226Key Terms 226Summary Questions 227Applying This Chapter 228You Try It 22911 Managing Diversity 230Introduction 23111.1 Managing Cultural Diversity 23111.1.1 Organizational Culture 23211.1.2 Cultural Change 232Self-Check 23311.2 Understanding National Culture 23311.2.1 Attitude toward Time 23411.2.2 Universal vs Particular 23511.2.3 Individualism vs Collectivism 23511.2.4 Emotional vs Neutral 23511.2.5 Specific vs Diffuse 23611.2.6 Achievement vs Ascription 23711.2.7 Attitude toward the Environment 237Self-Check 23811.3 Understanding Diversity Trends 23811.3.1 Migration 23911.3.2 Women in the Workplace 24011.3.3 Age and Disability 241Self-Check 24211.4 Taking Ten Steps to Make Diversity Work 24211.4.1 Step 1: Know the Culture of the Organization 24211.4.2 Step 2: Find Out about the Culture of the Area,Region, or Country 24311.4.3 Step 3: Understand the Culture of the Individual or Group of Employees 24311.4.4 Step 4: Understand the Nature of the Business 24311.4.5 Step 5: Understand Yourself 24311.4.6 Step 6: Be Sensitive 24411.4.7 Step 7: Encourage Diversity 24411.4.8 Step 8: Treat People as Equals 24411.4.9 Step 9: Educate against Prejudice 24511.4.10 Step 10: Act against Discrimination 245Self-Check 245Summary 246Key Terms 246Summary Questions 247Applying This Chapter 247You Try It 24912 Ethics and Office Politics 250Introduction 25112.1 Defining Ethics 25112.1.1 Creating a Code of Ethics 25212.1.2 A Sample Code of Ethics 254Self-Check 25512.2 Evaluating Your Political Environment 25512.2.1 Identifying Key Players 25712.2.2 Redrawing Your Organization Chart 258Self-Check 26012.3 Scrutinizing Communication: What’s Real and What’s Not? 26112.3.1 Reading between the Lines 26112.3.2 Probing for Information 262Self-Check 26312.4 Uncovering the Unwritten Rules of Organizational Politics 26312.4.1 Interpreting the Company Policy Manual 26312.4.2 Helping Others Get What They Want 26512.4.3 Not Partying at Company Parties 26612.4.4 Managing Your Manager 26712.4.5 Working with a Mentor 267Self-Check 26812.5 Protecting Yourself 26812.5.1 Documenting for Protection 26812.5.2 Making Promises 26912.5.3 Publicizing Success 270Self-Check 270Summary 270Key Terms 271Summary Questions 272Applying This Chapter 273You Try It 27413 Working with Unions 275Introduction 27613.1 The Governing Laws of Unions 27613.1.1 The National Labor Relations Act 27613.1.2 The Taft-Hartley Act 27713.1.3 Right-to-Work Laws 277Self-Check 27713.2 Working with Different Types of Unions 27813.2.1 Local Unions 27813.2.2 National Unions 27913.2.3 Multiunion Associations 280Self-Check 28013.3 Working with Unions 28013.3.1 Why Employees Join Unions 28113.3.2 The Union Organization Process 28113.3.3 The Union Contract 28113.3.4 Management Challenges When Working with Unions 282Self-Check 284Summary 284Key Terms 284Summary Questions 287Applying This Chapter 288You Try It 28914 Budgeting and Accounting 290Introduction 29114.1 Exploring Budgets 29114.1.1 Using Different Budgets 29214.1.2 Creating a Budget 29314.1.3 Ensuring Your Budget Is Accurate 294Self-Check 29514.2 Working with Budgets 29714.2.1 Using Up-Front Budgets 29714.2.2 Staying within Budget 298Self-Check 29914.3 Understanding the Basics of Accounting 30014.3.1 Assets 30014.3.2 Liabilities 30214.3.3 Owners’ Equity 30314.3.4 Knowing Double-Entry Bookkeeping 303Self-Check 30514.4 Identifying the Most Common Types of Financial Statements 30514.4.1 The Balance Sheet 30614.4.2 The Income Statement 30614.4.3 The Cash-Flow Statement 309Self-Check 311Summary 312Key Terms 312Summary Questions 314Applying This Chapter 315You Try It 31615 Using Technology 317Introduction 31815.1 Using Technology to Your Advantage 31815.1.1 Creating a Technology-Competitive Advantage 31815.1.2 Developing a Plan 319Self-Check 32115.2 Weighing the Benefits and Drawbacks of Technology 32115.2.1 Improving Efficiency and Productivity 32315.2.2 Getting the Most Out of Information Technology 32415.2.3 Using Technology to Support Teamwork 326Self-Check 32715.3 Making Room for a New Kind of Employee 32715.3.1 Preparing to Get Virtual 32915.3.2 Understanding Changes to the Office Culture 329Self-Check 33115.4 Managing from a Distance 33115.4.1 Managing Different Shifts 33215.4.2 Recognizing Employees from a Distance 333Self-Check 333Summary 334Key Terms 334Summary Questions 335Applying This Chapter 335You Try It 33716 Common Management Trends and Mistakes 338Introduction 33916.1 Management Trends 33916.1.1 Going Back to Management 101 33916.1.2 Creating a Learning Organization 34016.1.3 Making a Flat Organization 34116.1.4 Unlocking Open-Book Management 34216.1.5 Understanding Six Sigma 343Self-Check 34416.2 Common Management Mistakes 34416.2.1 Not Making the Transition from Worker to Manager 34416.2.2 Not Setting Clear Goals and Expectations 34516.2.3 Failing to Delegate 34516.2.4 Failing to Communicate 34516.2.5 Not Making Time for Employees 34616.2.6 Not Recognizing Employee Achievement 34616.2.7 Failing to Learn 34616.2.8 Resisting Change 34716.2.9 Going for the Quick Fix over the Lasting Solution 34716.2.10 Striking a Balance 348Self-Check 348Summary 349Key Terms 349Summary Questions 350Applying This Chapter 350You Try It 351Endnotes 352Glossary 356Index 365

Select Guide Rating