Supervision Concepts And Skill Building 5th Edition Samuel Certo - Solutions

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There are 300 colleges in the United States offering Homeland Security courses or degree programs. T F
Security managers will most likely avoid combining security programs with other departments within an organization.
provide the foundation for sharing written and spoken ideas.
Terms like , , , and rapport define the conduct of a security professional.
Security professionals must learn about organizations, their functional segments, and how they .
of the organization permits the security professional to better mesh with other business professionals.
Governments obtain funds through the taxation of a population and businesses earn funds through .
A good or service is provided in exchange for .
Events and decisions within an organization affect and groups.
might include materials, personnel with specific capabilities, and finances.
When managers staff their operations they recruit, select, train, discipline, and employees.
Managers may depend on others to complete specific tasks they are ultimately responsible for the overall performance of the or .
1. List positive and negative aspects of conflict.
1. Define types of conflict.
1. Describe strategies for managing conflict.
1. Explain how supervisors can initiate conflict resolution, respond to a conflict, and mediate conflict resolution.
1. Identify sources of change, and explain why employees and supervisors resist it.
1. Discuss how supervisors can overcome resistance and implement change.
1. Describe the types of power supervisors can have.
1. Identify common strategies for organizational politics.
1. Discuss common roles for supervisors in the selection process.
1. Distinguish between job descriptions and job specifications, and explain how they help in selecting employees.
1. List possible sources of employees.
1. Identify the steps in the selection process.
1. Discuss how a supervisor should go about interviewing candidates for a job.
1. Define types of employment tests.
1. Summarize the requirements of antidiscrimination laws.
1. Explain how hiring decisions are affected by the Americans with Disabilities Act (ADA).
1. Describe the requirements of the Immigration Reform and Control Act (IRCA)of 1986.
1. Summarize reasons for conducting an orientation for new employees.
1. Discuss how a supervisor and the human resources department can work together to conduct an orientation.
1. Identify methods for conducting an orientation.
1. Describe the training cycle.
1. Explain how supervisors can decide when employees need training.
1. Define major types of training.
1. Describe how a supervisor can use coaching and mentoring to support training.
1. Discuss how a supervisor can evaluate the effectiveness of training.
1. How does training create customer loyalty?
2. Why were store managers and supervisors important in Petco’s training?
2. A business executive said that people tend to make the mistake of hiring in their own image.What does this mean? How does this tendency make it more difficult for an organization to build a diverse workforce?
5. Supervisor Lisa Kitzinger is interviewing candidates to add a social media expert to her sales team. Kitzinger works in a cubicle, and she has an assistant who could help during the interview process.What can she do to put candidates at ease?
7. How can an interviewer combine the techniques of structured and unstructured interviews?
10. Which of the following actions would be considered discriminatory under federal laws?Explain your answers.a. A company creates a policy that all employees must retire by age 65.b. A supervisor gives the biggest raises to men because they have families to support.c. A company that recruits at
11. Joel Trueheart supervises customer service representatives for a toy company. The employees handle complaints and questions from customers calling the company’s toll-free telephone number.To fill a vacancy in the department, Trueheart has reviewed many résumés and is in the process of
12. What steps must employers take to ensure that they are complying with the Immigration Reform and Control Act?
13. Working together, draw up a list of the apparent positive and negative attributes of each candidate.What can the hiring manager do to avoid making a biased choice?
1. Suggest three ways Honda R&D Americas could recruit engineers to fill jobs at its research and development facility in Raymond, Ohio.
2. If you were interviewing a candidate for a job at this facility, what would you ask to determine whether the candidate would be satisfied to stay at Honda?
3. How would Honda R&D’s emphasis on recruiting recent graduates, rather than experienced automotive engineers, affect your job if you were the supervisor of these employees? Would you want Honda to change its recruiting strategy?Why or why not?
1. Considering your current job or your most recent job, do you think you are (were)a good fit with your organization’s culture?
2. Putting yourself in your supervisor’s shoes, if you could make the choice again, would you (as your supervisor) hire you?
3. What do you need to do to improve your hiring skills in order to be a supervisor in the future?
Reflecting back to the chapter opening “A Supervision Challenge” case, discuss with your group a hypothetical situation in which a small art gallery is seeking to hire an experienced security guard. The hours are long, but the work is not difficult and the pay is above average for the industry.
9. Divide the class into teams of five or more students. Each student receives a card marked with the type of power he or she possesses: legitimate, referent, expert, coercive, reward, connection, or information. (If the group is small, some students may have two types of power.) Students should
1. For which conflict management style is your score highest? Are you surprised?
2. What are some advantages of the style(s) you use most often? Some disadvantages?
3. Do you think you would benefit from becoming more comfortable with conflict management styles for which your score was low?
4. What do you need to do to improve your conflict management skills in order to be a supervisor in the future?
1. Based on this description of mediators, what kinds of supervisory skills are needed for mediating a conflict? Consider the various skills described in Chapters 1 through 14.
2. When might a supervisor benefit from using trained mediators, such as NCRC mediators, rather than mediating a conflict him- or herself?Why would the experts be important in these situations?
3. Suppose you are a supervisor of TSA screeners in an airport. You notice that a passenger is visibly upset about having her carry-on bag inspected.As you step near the table where the inspection is taking place, you hear her say,“You’re going to make me miss my flight.”Would you get
3. Reflecting back to the chapter opening “A Supervision Challenge” case, imagine that the employees in a department at an IBM location will be losing their department supervisor. Working as a group, list the conflicts you would expect to arise from this situation.Mark each change on the list
2. Imagine that you are a production supervisor at a hand-tool manufacturer such as Snap-On Tools. Your manager says, “I know you were looking forward to your trip to Hawaii next month, but we will be stepping up production, and three new employees will be joining your group. I wish you would
5. Rachel Gonzalez supervises servers at a restaurant.She knows that many of them are upset about the hours she has scheduled for them, but she believes that people should not argue.So she avoids discussing the subject, and she posts the following week’s schedule just before leaving for the day.
6. Ron Herbst is a supervisor in a clinical laboratory.He has noticed that one employee regularly comes to work in a surly mood. The employee is getting his work done on time, but his attitude seems to be affecting other employees.a. How can Ron initiate conflict resolution with this employee? How
8. What are the factors that can affect the success of a change?
9. How can a supervisor overcome resistance to change?
10. What is the primary reason that efforts for change within an organization fail? What can a supervisor do to avoid this failure and ensure that change will be successful?
• Did the restaurant manager interview objectively, based on the criteria determined at the beginning of the exercise?
• Did the interview cover all the important points?
• Did the manager use open-ended or closed-ended questions?
• How did the manager’s style of questioning help or hurt the information gathering process?
• Did the candidates have a chance to ask questions?
• Did the manager obey the antidiscrimination laws?
• How did the interviewing experience feel to the candidates? To the manager?
1. Selecting a candidate: By a show of hands, the class votes for which candidate they would recommend hiring. What are your reasons for choosing that particular candidate?
13. What did you like most about this training?
14. What did you like least about this training?
15. How could this program be improved?
16. Do you have any other comments or suggestions?
2. Describe a situation in which you received an orientation. What did the orientation consist of? How was the orientation different from training?
3. When Al DeAngelis started his new job as a computer programmer, he arrived in his department at 9:30 a.m., after having spent time in the human resources department filling out forms. Marcia Eizenstadt, his supervisor, shook his hand and said, “Al, I’m so glad you’re starting with us
4. What are the steps in the training cycle?
7. Which type or types of training would you recommend in each of the following situations?Explain your choices.a. Teaching air traffic controllers how to help pilots land planes safely.b. Improving the decision-making skills of production workers so they can better participate in the company’s
9. What is coaching? Why is it especially appropriate in organizations that encourage employee involvement and teamwork?10. What is a mentor? What steps might a mentor take to help a Japanese employee who has been transferred from the Tokyo office to company headquarters in the United States? How
1. Suppose you have been asked to set up an emergency response plan for a company whose manufacturing processes require the safe handling of carbon dioxide. The purpose of the plan is to ensure employees know what to do if this deadly gas were to be accidentally released in the plant. Review the
2. Prepare a training plan for the employees. Will you train them all at once or in groups? Why?
3. Would you recommend the company schedule regular retraining in the emergency response plan? If so, how often and why? What form would the retraining take?
1. The best way to get something done is to do it yourself. True or False
2. If I give someone clear instructions, I know that person will get the job done without my checking on him or her. True or False
3. I do not mind if someone asks me questions about how to do a job. True or False
4. If I give someone instructions on how to perform a task, it is that individual’s responsibility to complete it. True or False
5. I like to let people know when they have done something right. True or False
6. If someone makes a mistake, we focus on solving the problem together. True or False
7. If someone makes a mistake, I correct the problem myself. True or False
8. If someone does not follow company procedures, I assume he or she has not read the company handbook. True or False
9. I think that interactive multimedia software is the best form of training for everyone. True or False
10. Training a new employee should not last more than a week. True or False
1. According to this quiz, how strong are your coaching skills?
2. How might you improve your coaching ability?

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Supervision Concepts And Skill Building 5th Edition Samuel Certo - Solutions

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