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business
understanding management
Management Meeting And Exceeding Customer Expectations 9th Edition Warren R.Plunkett , Raymond F.Attner , Gemmy S.Allen - Solutions
Diagram the communication process and label all its parts
List and explain the barriers to interpersonal communication and suggest remedies to overcome them
Describe the uses of downward, horizontal, and upward communication channels
Explain the informal communication channel known as the grapevine
List and explain the barriers to organizational communication and suggest remedies to overcome them
Describe the responsibilities of senders and receivers during the communication process
Is what Ralcorp does a form of “legalized” theft?
Why does Ralcorp try to imitate the packaging of name-brand cereals?
What additional ethical issues do you see in this case?
How can work groups learn from members’ different experiences rather than ignore or suppress them?
Chung Kook Hyun, the Senior Vice President who runs design operations for Samsung says, “Just as a lizard cuts off its own tail to move on, we will have to break with the past to move forward.”How do you think feedback has helped Samsung move forward?
What barriers exist in your working or school environment that inhibit your ability to get information you need on a timely basis? Are these organizational, interpersonal, or both?
Referring to this chapter’s Management in Action case, what kind of barriers to communication is American Airlines likely to experience with its heavy reliance on electronic linkages to customers?
Find individuals in class or at work who own a Samsung product. Ask them why they purchased their Samsung and whether their motivations match up with those stated in this chapter’s Global Applications feature.
In your new position, you will manage a team that’s doing business with the Japanese. To be effective, you must understand the manners and customs of the Japanese. Make a list of Japanese manners and customs that differ from those of Westerners.
Organize a speech explaining several instances in which you have personally encountered some of the barriers to interpersonal communication discussed in this chapter. Describe how you overcame them.
Review Toastmasters Speaking Tips for Successful Public Speaking. Which one(s) could help you the most?
What barriers to organizational communication are overcome by this type of working situation?
What problems can arise in such an open environment?
What kind of workers or work might suffer in such an environment?
How would you describe the capacity and richness of the NEADS match meeting as a communication channel?
According to one study, the impact of facial expressions on message interpretation is
percent. How might this fi nding be used at NEADS?
Why are listening skills so important at NEADS?
What parts of the communication process appear in this scene? Note each part of the process that you see in the scene.
What type of communication does this scene show?Small group, large audience, persuasive?
Do you think Patch Adams is an effective communicator? Why or why not?
Discuss the factors that stimulate and influence motivation
Differentiate between content and process theories of motivation
List the five levels of needs according to Maslow and give an example of each
Discuss the impact of hygiene and motivation factors in the work environment
Explain the characteristics of a person with highachievement needs
Identify the needs associated with ERG theory
Discuss the relationship between expectations and motivation
Explain the relationship between reinforcement and motivation
Explain how equity influences motivation
Explain how goals influence motivation
Discuss the importance of a manager’s philosophy of management in creating a positive work environment
Describe how managers can structure the environment to provide motivation
Semler says, “The desire for uniformity is a major problem. But it is a subproduct of the same problems that plague management, which is the need to feel in control, that we’re all on the same page, and everyone is being treated equally. But what I want to ask is,‘Why do we all need to be on
What does this situation say about the company’s value system?
If you were an employee, what effect would this action have on your morale?
What is your reaction to the company’s statement?
On what do content theories of motivation focus?What theories are included in this category? On what do process theories of motivation focus? What theories belong in this category?
What is the relationship between expectancy and motivation? What is the relationship among effort–performance link, performance–reward link, and attractiveness?
Describe the two factors a person uses to determine equity in a work situation.
What infl uence on behavior and motivation is the result of employee goal setting?
What is the importance of a manager’s philosophy of management in creating a positive work environment?
How can a manager infl uence motivation through empowerment, intrapreneurship, and recognition of diversity?
Would a person with high-achievement needs be a good manager? Why or why not?
How does expectancy theory apply to your classroom experience? Discuss your motivation for grades in relationship to the value of the reward (grade), the relationship of the reward to performance (tests, papers), and the amount of effort required to receive the grade (time spent in class and
What two experiences can you cite to demonstrate the infl uence of reinforcement theory on your behavior (motivation)?
Which of the eight motivational concepts discussed in this chapter’s Managing for Motivation section would be your fi rst priority as manager? Which would be your last priority? Why?
In reinforcement theory, the rules of consequences are used in a three-step sequence that defi nes the process of reinforcement. Apply these steps (WhenDo-Get) to a management situation.
Good managers are often compared to coaches.What makes a good coach? Relate this to manage-ment and motivation. http://sportsmedicine.about .com/od/tipsandtricks/a/qualitycoach.htm
Go to the Web address provided to see a list of qualities that make a good coach. Which of the statements do you practice? To which of the statements will you pay particular attention? http://www.accel-team.com/_free_4u_/05_coaching.pdf
Using Figure 12.1 as a guide, evaluate the quality of work life at The Container Store. Provide examples from the case that relate to specifi c factors contributing to the quality of work life.
Which motivation theories do Garrett and Kip apply in developing their overall motivation strategy?Provide examples of specifi c elements of each theory to support your answer.
Do Garrett and Kip focus on content theories, process theories, or both? Explain your answer.
P.F. Chang’s offers a menu of extrinsic rewards to its workers. What are some of the intrinsic rewards?
In what ways might managers at P.F. Chang’s use positive reinforcement for their kitchen crew or wait staff?
In what ways can P.F. Chang’s employees use the four elements of empowerment to achieve the highest level of performance in their jobs?
What is Billy Chapel’s level of esteem needs at this point in the game?
Do you expect Gus Sinski’s talk to have any effect on Chapel? If it will, what will be the effect?
What rewards potentially exist for Billy Chapel? Remember, this is the last baseball game of his career.
Discuss leadership traits, skills, and behaviors
Differentiate between management and leadership
Describe the five sources of power leaders may possess
Differentiate between positive and negative motivation
Describe the three decision-making styles used by leaders
Explain the two primary approaches leaders can take: task centered and people centered
Describe the three theories of situational leadership
Discuss the three challenges facing leaders
Do you think that the immigrants were paid for their work during the week that they were arrested?
What do you think about hiring illegal immigrants?
What can Wal-Mart do to ensure that subcontractors don’t hire illegal workers?
What set of circumstances can you give that would require a leader to use an autocratic style? A participative one? A free-rein style?
What are the three challenges facing leaders today?How can leaders deal with each?
Who is currently a leader to you, and why is he or she a leader?
Can a manager be a leader by simply relying on his or her positional or formal authority? Why or why not?
Is it essential for a manager to have a “moral compass”? Why or why not?
What is your leadership style? Blake and Mouton’s Leadership Grid® is famous for determining leadership style. Did it describe your style accurately? Now that you have a description of your style, what do you plan to do with this information?
Transformative Leadership, a presentation given by Dr. Elizabeth Lolly at the 1996 Ohio Literacy Resource Center Leadership Institute, can help you assess your strength in the Leadership Empowerment Principles. Read the statements that describe some of the key skills and actions needed to apply
What are the traits of an effective leader? Which areas of your personality do you need to improve to become a leader?
What kind of leadership style did Rock use with his division’s dealers? What kind of leadership style did Rock’s boss probably use with him? Was it appropriate?
Which leadership traits did Rock exhibit? Which skills?
Which of Yukl’s leadership behaviors did Rock exhibit?
How did Rock’s planned retirement help him to make some tough decisions?
Describe some of Rick Federico’s personal leadership traits.
Would you characterize Rick Federico as a charismatic or transformational leader? Why?
Which of the fi ve sources of power does Rick Federico use most?
What aspects of leadership does Dahlgren say are important for a submarine commander?
Which leadership behaviors or traits does he emphasize?
Are these traits or behaviors right for this situation?Why or why not?
Discuss the nature of teams and the characteristics of effective teams
Identify the types of teams that organizations use
Discuss potential uses of teams
Use decision-making authority as a characteristic by which to distinguish team type
Identify and discuss steps in establishing teams
Identify and discuss the roles of team members and team leaders
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