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Providing a framework for supervision, this textbook outlines supervisory responsibilities and the tools supervisors use to meet those responsibilities. Specific chapters discuss communication, recruitment, training, productivity, evaluation, discipline, team building, and conflict management. Suggestions for improving management performance are also included, with advice concerning time management, managing change, and professional development. Case studies illustrate major points. c. Book News Inc.

Tabla de contenidos provista por Syndetics

• Part I A Framework for Supervision(p. 1)
• 1 The Supervisor and the Management Process(p. 3)
• Definition of Management(p. 3)
• The Components of Management(p. 7)
• Skills for Effective Supervision(p. 16)
• Supervisory Responsibilities(p. 18)
• Keys to Supervisory Success(p. 20)
• Key Terms, Review Questions(p. 21)
• Case Study--"I Never Wanted to Be a Supervisor Anyway"(p. 23)
• 2 Effective Communication(p. 29)
• The Communication Process: A Brief Overview(p. 30)
• Speaking Skills(p. 37)
• Listening Skills(p. 39)
• A Listening Model: Four Stages(p. 42)
• Active Listening Skills(p. 44)
• Nonverbal Communication--Body Language(p. 48)
• Writing(p. 51)
• Key Terms, Review Questions(p. 60)
• Part II Supervisory Responsibilities(p. 63)
• 3 Recruitment and Selection Procedures(p. 65)
• The Supervisor and the Human Resources Department(p. 65)
• Learning from Employee Turnover(p. 68)
• Making Jobs Easier to Fill(p. 68)
• Internal Recruiting(p. 70)
• External Recruiting(p. 73)
• Interviewing Applicants(p. 75)
• The Selection Decision(p. 86)
• The Supervisor and Human Resources Planning(p. 86)
• Key Terms, Review Questions(p. 88)
• Case Study--Hobson's Choice: Finding the Best Server for the Job(p. 90)
• 4 Orientation and Training(p. 97)
• Importance of Training(p. 97)
• Four-Step Training Method(p. 104)
• Learning(p. 109)
• Orientation(p. 116)
• Key Terms, Review Questions, Internet Sites(p. 122)
• 5 Managing Productivity and Controlling Labor Costs(p. 127)
• Productivity Standards(p. 128)
• Planning Staffing Requirements(p. 133)
• Forecasting Business Volume(p. 137)
• The Staffing Guide as a Scheduling Tool(p. 142)
• The Staffing Guide as a Control Tool(p. 145)
• Labor Scheduling Software(p. 149)
• Monitoring and Evaluating Productivity(p. 152)
• Key Terms, Review Questions(p. 155)
• Case Study--Under Pressure(p. 156)
• 6 Evaluating and Coaching(p. 161)
• Benefits of Performance Evaluations(p. 162)
• Obstacles to Effective Performance Evaluation(p. 163)
• Common Performance Evaluation Errors(p. 165)
• Approaches to Performance Evaluations(p. 166)
• Steps in the Performance Evaluation Process(p. 173)
• Coaching(p. 178)
• Informal On-the-Job Coaching(p. 181)
• Formal Coaching(p. 182)
• Key Terms, Review Questions(p. 186)
• Case Study--Raising the Performance Bar(p. 188)
• 7 Discipline(p. 193)
• Myths about Discipline(p. 194)
• The Purpose of Disciplinary Action(p. 195)
• Progressive Discipline(p. 199)
• When to Take Disciplinary Action(p. 201)
• Managing the Disciplinary Process(p. 204)
• Key Terms, Review Questions(p. 210)
• Case Study--Explosion in the Kitchen(p. 211)
• 8 Special Supervisory Concerns(p. 217)
• Equal Employment Opportunity Laws(p. 217)
• Sexual Harassment(p. 223)
• Safety and Security(p. 225)
• Supervising a Multicultural Work Force(p. 227)
• Ethics(p. 228)
• Substance Abuse(p. 229)
• Unions(p. 231)
• Key Terms, Review Questions(p. 239)
• Part III Supervisory Tools(p. 243)
• 9 Team Building(p. 245)
• What Is a Work Team?(p. 245)
• Types of Work Teams(p. 247)
• Stages of Team Development(p. 251)
• The Supervisor as Team Leader(p. 257)
• Special Work Team Concerns(p. 261)
• The Future of Work Teams(p. 266)
• Endnotes, Key Terms, Review Questions, Additional Reading, Internet Sites(p. 267)
• Case Study--Turning Department "Heads" into a Management Team(p. 272)
• 10 Motivation Through Leadership(p. 279)
• Get to Know Your Employees(p. 279)
• Motivational Strategies(p. 281)
• Identifying Motivational Problems(p. 283)
• Leadership Styles and Motivations(p. 284)
• Increasing Employee Participation(p. 288)
• Key Terms, Review Questions(p. 290)
• 11 Managing Conflict(p. 293)
• Benefits of Conflict(p. 293)
• Sources of Conflict(p. 294)
• Types of Conflict(p. 297)
• Outcomes of Conflict(p. 298)
• Conflict Management Styles(p. 299)
• Tips for Negotiating Conflicts(p. 301)
• Key Terms, Review Questions(p. 311)
• Part IV Improving Your Effectiveness as a Supervisor(p. 313)
• 12 Time Management(p. 315)
• Myths Concerning Time Management(p. 315)
• Time Analysis(p. 316)
• Time Management Tools(p. 318)
• Delegation(p. 323)
• Key Terms, Review Questions(p. 329)
• 13 Managing Change(p. 333)
• The Forces of Stability and Change(p. 334)
• A Model for Change(p. 336)
• Overcoming Resistance to Change(p. 339)
• The Supervisor as Change Agent(p. 343)
• Evaluating Change(p. 350)
• Endnotes, Key Terms, Review Questions(p. 351)
• Case Study--Turning Around the Turnaround(p. 352)
• 14 Professional Development(p. 357)
• Owning Your Development(p. 357)
• Planning Your Development(p. 359)
• Create the Plan(p. 362)
• Execute the Plan(p. 370)
• Next Steps(p. 375)
• Endnotes, Key Terms, Review Questions, Internet Sites(p. 375)
• Case Study--Earth to Marlene! Anybody Home?(p. 377)
• Index(p. 381)