Supervision Concepts And Skill Building 10th Edition Samuel Certo - Solutions

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Compare yourself against the characteristics of the CEOs in the questionnaire above. Do you think you have suitable characteristics to be a successful CEO?
What do you need to do to improve your leadership skills in order to be a supervisor in the future?
A sales supervisor believes she could be more effective if she had more cooperation from the company’s credit department. If the credit of potential customers could be approved faster, her salespeople could close more sales. What political tactics would you recommend that the sales supervisor
Think of your current job or a job you recently held. Write a job description and a job specification for the job. How well do (or did) you match the requirements of the job?
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
Describe a situation in which you received orientation. What did the orientation consist of? How was the orientation different from training?
Phil Petrakis supervises the housekeepers at a hotel in a big city. He has found that the easiest and fastest way to train his staff is to give them a memo describing whatever new policy or procedure he wants to teach. When the employees have read the memo, the training is complete—it’s as
At a department meeting, production supervisor Lenore Gibbs announced, “Starting next month, the company will be offering a class for any of you who can’t read. It will take place after work in the cafeteria.” How do you think employees with reading difficulties would react to Gibb’s
Think back to the training you described in question 1. Evaluate its effectiveness. In what ways might it have been improved?
What is a performance appraisal? How do organizations benefit from using performance appraisals?
What type of performance appraisal was (or is) used at your most recent job? How effective do you think it is? Why?
What categories are most common for evaluating employee performance? Why?
Would it be useful to link compensation to performance evaluation outcomes? Why or why not?
Think of your current job or the most recent job you have held. (If you have never been employed, consider your role as a student.)a. Of what groups are you a member? For example, what organization employs you? In which division or department do you work? Are you a member of any informal groups?b.
Reginald DeBeers hates conducting appraisal interviews, so he has the process down to a science. Fifteen minutes before the end of the workday, he meets with the employee who is to be appraised. He gets right down to business, explaining what the employee’s ratings are and how he arrived at each
Which type of bias does each of the following situations illustrate?a. Anne Compton is a new supervisor. To make sure that her employees and her manager take her judgments seriously, she gives each of her employees a lower rating than the previous supervisor did.b. Ron is late in completing
Give an advantage and a disadvantage of using each of the following types of appraisals.a. Essay appraisal.b. Behaviorally anchored rating scales (BARS).c. Checklist.d. Critical-incident appraisal.
At a company that sells X-ray equipment, an important new sales territory is opening up. Patrick O’Day, the supervisor of the company’s sales force, wants to assign the territory to the best-qualified salesperson. How can he compare the performance of the members of the sales force in order to
What type of performance appraisal is used most frequently? What are advantages and disadvantages of this approach?
At a manufacturing company in the south suburbs of Chicago, one policy stated that each manager and employee must be appraised at one-year intervals. At the same time, the company conducts a review of the person’s wages or salary, usually giving at least a small raise. In recent years, like many
How can a supervisor avoid illegal discrimination in performance appraisals?
How can organizations reduce bias in performance evaluation?
Which of the following are appropriate ways to measure an employee’s performance?a. Day after day, more than three customers are lined up at Janet’s cash register, so her supervisor concludes that she is a slow worker.b. Jonathan smiles a lot, so his supervisor assumes he is happy.c. Wesley is
Are there sources of bias that can enter the performance evaluation process? Describe them.
Name and describe briefly the five kinds of causes of poor performance.
What are some advantages/disadvantages of frequent performance evaluations? Consider this from the perspective of a supervisor and also from the perspective of an employee.
June Pearson was just promoted to a job as supervisor of the bookkeeping department at an insurance company. According to the company’s schedule for appraising performance, she needs to conduct an appraisal of Ron Yamamoto, one of the employees, only a month after she started the job. Pearson
1. Name two things that Bill needs to do after his meeting with Randall to investigate Abbe’s claim.2. Why do you think Bill wants to talk with Abbe separately? Do you think this is wise? Why or why not?
1. Chapter 15 talks about the halo effect—the practice of forming an overall opinion on the basis of one outstanding characteristic. One could say Robert and Paul have let this error in judgment affect them, though they insist their picks are based on an overall assessment. What are the halo
Would a blend of self-evaluation and standard supervisor evaluations be effective? Why or why not?
1. Consider the steps in the appraisal process. Based on the information in this case, would you adapt any of them to review the performance of Millennials you might supervise? Why and how?2. What type or types of appraisal-graphic rating scale, paired-comparison, and so on-would you recommend for
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 might these actions help the employee and the organization?
What is coaching? Why is it especially appropriate in organizations that encourage employee involvement and teamwork?
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 planes land safely.b. Improving the decision-making skills of production workers so they can better participate in the company’s employee
Who determines when training is needed? What are some indications of a need for training?
What are the steps in the training cycle?
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 today.
What training techniques were used? Would additional or alternative techniques have made the skill easier to learn? What changes would have helped?
Which type or types of power is the supervisor exerting in each of the following situations?a. A sales supervisor promises a $50 bonus to the first salesperson to close a sale this week.b. One day a month, a supervisor orders in for pizza and joins her employees for lunch. The employees look
What responsibilities do supervisors have to each of these groups?
State whether each of the following groups is formal or informal. Then state whether it is a functional group or a task group.
Define bounded rationality. Describe a situation in which you resorted to bounded rationality as a method of decision-making. What were the results of your decision? Do you think this was the best way to make a decision under the circumstances? Why or why not?
Did the supervisor do a good job of applying the techniques selected? What did the supervisor do well? What could the supervisor have done better?
Did the employee and supervisor arrive at a workable solution? Explain.
How can the supervisor follow up to see whether the employee is improving?
1. Reflecting back on “A Supervision Challenge” at the opening of the chapter, consider the challenges faced by supervisors in a career or local business that interests you. How could those supervisors relieve stress and help their co-workers handle stress?2. With your group, come up with
In what ways was the supervisor effective in resolving the conflict? How could the supervisor improve his or her approach?
Identify each of the following conflicts as interpersonal, structural, or strategic.a. The production department’s goal is to make parts faster, and the quality control department wants slower production to reduce the rate of defects.b. The new salesperson in a company’s sales force wanted to
What other possible solutions might the supervisor and employees have considered?
Why does compromise generally leave both parties feeling frustrated?
Rachel Gonzalez supervises servers at a restaurant. She knows that many of them have been 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
Ron Herbst is a supervisor in a clinical laboratory. He has noticed that one of his employees regularly comes to work in a surly mood. The employee is getting his work done on time, but his attitude seems to be affecting the other employees.a. How can Ron initiate conflict resolution with this
The managers of a soft drink bottling company decide that production workers will each learn several jobs and rotate among those jobs. They have read that this technique improves productivity, and they believe that workers will be happier because their jobs will be more interesting. However, many
What are the factors that can affect the success of a change?
How can a supervisor overcome resistance to change?
What is the primary reason that efforts for change within an organization fail? What can a supervisor do to avoid this failure and to ensure that change will be successful?
What are the two basic sources of power available to a supervisor? Which do you think is more important to the supervisor’s effectiveness? Why?
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
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 organizations to build a diverse work force?
In recruiting for each of the following positions, what source or sources of candidates would you recommend using? Explain your choice.a. A receptionist for a city government office.b. A lathe operator. c. A graphic artist for an advertising agency.d. A nurse for an adult day care facility.
Describe what happens during the screening process. What does the human resources department look for when reading employment applications and résumés?
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 out during the interview process. What can Lisa do to put candidates at ease?
How can an interviewer combine the techniques of the structured and unstructured interview?
Donald Menck, the supervisor on a boatbuilding line, interviews a male job candidate who comes to the interview dressed in a jacket and tie. Menck is surprised by the candidates clothing, which is more formal than what is needed on the job; he is also impressed. He assumes that the candidate is
An airline has a policy that all its employees must receive a physical examination before they start working for the company. At what point in the selection process should the company request the examination? How may the airline use this information?
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 raises to men, because they have families to support.c. A company that recruits at colleges and
What steps must employers take to ensure that they are complying with the Immigration Reform and Control Act?
Describe a job or activity for which you received training. What was the purpose of this training?
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
How can you evaluate whether this training was successful? If possible, try conducting an evaluation of what the class learned. What do the results of this evaluation indicate?
Did the supervisor and employees solve the problem? Was the solution a good one?
1. Based on this description of mediators, what kinds of supervisory skills are needed for mediating a conflict? 2. When might a supervisor benefit from using trained mediators, such as NCRC mediators, rather than mediating a conflict him- or her- self? Why would the experts be important in
Imagine you are a production supervisor at a hand-tool manufacturer such as Snap-On Tools. Your boss 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 consider
On her first day on the job, Jenna’s supervisor introduces her incorrectly to her co-workers, mispronouncing her name. For several weeks after that, Jenna’s co-workers, intending to be friendly, pronounce her name incorrectly. Jenna goes along with it, not wanting to jeopardize her new
1. The text talks about certain counseling techniques a supervisor may use in a discussion with an employee: directive and nondirective counseling. How does Kathleen use both of these techniques in her meeting with Janeen?2. Look at the sections “Confrontation of the Troubled Employee” and
Did the supervisor understand the real problem? If not, what was the real problem?
1. Reflecting back to the chapter’s opening case study and 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 with i for
You know that you have an important assignment to complete by the end of the week, but you put off starting it on Monday because you want to get everything else out of the way first. In addition, you want a clean slate so that you can concentrate and do a perfect job. Suddenly on Thursday, you
1. Imagine you are a sales supervisor who works primarily in an office at headquarters, staying in touch with traveling sales representatives to coach them and oversee their performance. Why might you need Internet access? Would you need to have that access all day long, every minute of the day?
Andrea is in charge of scheduling the work for the service department of a car dealership. Lately, people in the sales department have been taking telephone calls from customers and promising that service work can be completed on a certain day or by a certain time. Consequently, everyone is
Identify the leader relationships error in each of the following situations. Suggest a better way to handle each.
Identify whether each of the following skills relates most to task-related, people-related, or change-related activities.
Which supervisory skills would be most important to you in this situation and why?What types of responsibilities does Clougherty undertake?How important do you think Clougherty’s experience as a referee was in preparing him to be a supervisor? Other than that work experience, what experiences and
1. Chapter 14 lists four types of conflict that may arise within an individual or between individuals or groups. After listening to Juan and Rita’s situation, choose two of the four types of conflict and show how they are present in the dispute the two are having with the company merger.2. Look
How do the following responses help a person cope with stress?a. Exercising.b. Using biofeedback.c. Meditating.d. Participating in a wellness program.e. Psychotherapy
Name five job factors linked to stress over which a supervisor could have some control.
Describe the signs of burnout. Describe the three stages of burnout. What should a supervisor do when he or she observes burnout in an employee?
Sales supervisor Anita Feinstein doesn’t understand all the fuss about stress. She feels stimulated by a job that’s exciting and contains many challenges. Does her attitude show that stress is not harmful? Explain.
Which of the following is a source of stress? Explain.a. A supervisor who gives vague and confusing instructions and then criticizes your results.b. Buying a house.c. Working at a boring job.d. Getting a promotion to a supervisory position you’ve been wanting for a year.
Imagine that you came to work an hour early so that you could get started on a large proposal that you have due in a week. Fifteen minutes into the project, a co-worker stops by to tell you about her recent vacation. After she leaves, your manager pokes his head into your office and asks if you can
Assume you are the supervisor of social workers at a hospital. One of your coworkers, a nursing supervisor, asks you to meet with him in his office to discuss a mutual problem. When you arrive at the agreed-upon time, he says, “I’ll be right back as soon as I deliver these instructions to one
Demetrius Jones prepared the following list of things to do:Performance appraisal for Angela–AClean out files–CFinish report due Wednesday–APrepare a plan for training employees–BFind out why Kevin has been making more errors lately–BRead professional journals–Ca. Which activities does
For one week, keep a time log of your activities at work or at school. Follow the format of text. What does it tell you about your own time management habits?
1. Was it appropriate for the station to suspend Giangreco for expressing his personal opinion on his Twitter feed? Why or why not?2. If you had to make the decision about whether to discipline Giangreco and how, with whom would you consult? What would you ask?3. Does this incident provide an
Review the chapter’s opening case “A Supervision Challenge–A Troublesome Worker takes Chevron to Court” to prepare for your group work. Together, list all of the disciplinary actions administered. Which do you think were communicated effectively? Why or why not? How would you confront a
Tom Chandra has a problem with one of the production workers he supervises. The worker has been ignoring instructions about the new procedures for operating a lathe, preferring instead to follow the old procedures. What kind of help can Chandra get from his manager and the human resources
Rick Mayhew’s nine-year-old son was recently diagnosed with a chronic illness that is difficult and expensive to treat. In addition, Mayhew’s elderly mother-in-law is going to be moving in to live with his family. His supervisor has noticed that his performance has been suffering lately; he is
What steps should a supervisor take in confronting an apparently troubled employee?
a. What are some signs that an employee has been abusing alcohol or drugs?b. Why should a supervisor avoid making a statement such as “You’ve been coming to work high lately.”
Jackie Weissman supervises a group of technicians in a laboratory that conducts medical tests. It is extremely important that the technicians follow lab procedures to obtain accurate test results. What steps can Weissman take to apply positive discipline with her group?

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Supervision Concepts And Skill Building 10th Edition Samuel Certo - Solutions

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