Chapter 4 - Building Relationships by Supportive Communication (10 points)

Supportive communication is one of the most important skills for a manager. Two types of supportive communication used by managers are coaching and counseling.

Discuss the differences between coaching and counseling.

1) First, explain how Janice, a manager at Kohl's, would determine whether to use a coaching or counseling approach for a new employee who arrives late to work three times during their first week on the job.

2) Next, provide an example of how unskillful (and unsupportive) communication by Janice might prompt defensiveness on the part of the employee.

3) Finally, provide an example of a specific supportive communication technique that the Janice might use to overcome the employee's defensiveness.

Chapter 5 - Gaining Power and Influence (10 points)

Power is often understood in terms of a manager's positional power within an organization. Personal power can be equally important.

Discuss important differences between positional and personal power.

1) First, explain the difference between positional power and personal power among team members working in a medical office.

2) Next, provide a specific example of how Andrew, a management intern without formal positional power, might use personal power to gain the support and respect of the Senior Office Manager.

3) Finally, describe how Oscar, a high-ranking supervisor with positional power, may fail to transform his power into influence with the junior technicians that he supervises.

Chapter 6 - Motivating Others (10 points)

Organizations seek to maximize employee satisfaction and performance. Problems may arise when an over-emphasis is placed on satisfaction at the expense of performance (or vice-versa).

Discuss the relationship between employee satisfaction and performance.

1) First, discuss how an indulging approach to employee performance can increase satisfaction in the short-term but may lead to performance problems in the long-term.

2) Next, explain how Jonathan, a Housewares Department supervisor at Macy's, can determine if his team's consistent failure to meet sales goals for new store credit cards is based in a lack of motivation or lack of ability.

3) Finally, provide a specific example of how Jonathan can make a motivating work environment for his team that integrates both employee satisfaction and high performance.