Please answer multiple choice questions #9-20. I cannot post them as seperate questions because they all relate to the same case.

Jack Taylor's Performance Appraisal Test Your Ability lo Evalale Jack's Performance ture-where he feels his skills will be belter utilized He does an excellent Job overall and enjoys assignments that have a chal- lenge and an opportunity for growth. Jack doesn't take criticism well, either from me or the other salespeople. He gets defensive. He is well liked, though, and has a good personality, which helps a great deal Jack occasionally will let minor problems upset him, but he usually will get back on track quickly. he task facing Bob Russell was one diat he pare for a performance appraisal with a salesper- son who had some problems that needed corrective action. One of the things dial made this appraisal especially hard was that the salesperson was ba- sically a very good employee. Bob was deter- mined to make this appraisal effective at improving, not necessarily disciplining, the sales- person. He started preparing for the afternoon's appraisal by looking at lite employment record of Jack Taylor. Jack joined the firm four years ago directly out of college. His appraisal as a trainee from his first manager spoke of him in very positive terms. Some of the things his manager said in the ap- praisal included dial "he is bright and eager to learn. He takes pride in doing a good job. How- ever, he docs need to mature somewhat. At this point he still needs periodic assurance and rec- ognition for his effort." Jack was promoted from trainee to senior salesperson after a year with die firm. His second sales manager also found him to be a good employee, but noted some areas that needed attention. Jack is imaginative and a bard worker, who normally exercises good judgment. He can be stubborn and difficult to change when be thinks lie is right. He seldom ad- mits error and prefers doing things his own way rather than following directions He recently turned down a promotion into the regional office, along with a substantial raise Jack did not feel this administrative assistant Job would hold sufficient chal- lenge or opportunity for growth. I hope to find him a suitable spot in the near fu- Jack was promoted to key account manager and transferred to Bob's district almost a year ago At the first meeting with Bob, Jack spoke or his plan to work toward an MBA degree in the eve- nings. Bob had, and still has, lugli hopes for Jack in the firm. However, yesterday Jack's actions made Bob realize dial Jack may need some help to achieve the goals he is capable of. Jack wasted the entire day working on an ac- count proposal incorrectly. He either Ignored or did not understand the instructions diat Bob had given him. His proposal was sound, but it vio- lated company procedures, and could not be done within the established budget. Jack was familiar with both the budget and procedures before starting work on the proposal. Now he will have to spend another day reworking die plan. Bob has already given Jack one appraisal. In that appraisal Bob noted that he was a good ad- ministrator, creative, prompt in meeting dead- lines, confident, and normally used good business judgment. However, Bob found that Jack was a little inflexible. He does not like to take sugges- tions and has a tendency to improvise. Bob diouglit die MBA courses might help liim broaden his outlook because he has excellent potential in his written summary of die appraisal, Bob wrote Jack jikes responsibility and takes the ini- tiative He is very bright and gets along with people well Jack bos a bard time viewing bis performance objectively, though. He responded nell when I told him that bis overall performance was good, bat be didn't seem enthusiastic about the con- 'strucHve criticism that I bad Bob got the feeling that Jack was not con- vinced of the reality or the degree of his short- comings. After reviewing Jack's past performance, Bob felt that it was time to gel to the task at hand and began preparing for how he was going to handle Jack's appraisal. He began to go over all the dc- tails and areas necessary to make this an effective L appraisal, one that would get Jack on the right I course and help him develop to his full potential. C. C. a. (died earlier) and get Jack to explain his thinking relative to results. b. Point to Jack s previous evaluations to emphasize the importance and consis- tency of this shortcoming. lake a firm stand, lie has wasted enough effort trying to get through to Jack. Now is the time to emphatically deline the problem, as he sees it, regardless of the consequences. 9. At this point it should be clear to Bob that Jack's prime need or motivation is a. Money. After all, money is a prime mo- tivator for salespeople. b. Self-actualization. Jack wants a good deal of opportunity for self-expression, free- dom for experimentation, challenge, etc. Ego-status. What Jack really needs is rec- ognition and a chance to demonstrate competence. 10. Bob has now convinced Jack that he has a problem. How will Bob motivate him to change? Tell Jack what he would do and then sell Jack on the idea. b. Use a nondirective approach to help Jack develop a solution. c. Let Jack correct the fault himself, now that he is fully aware of the problem, he is more apt to follow his own direction than Bob's. 11. One approach to upgrading Jack's perfor- mance would be a self-development plan. When Bob suggests this as a means of over- coming Jack's problem-Jack enthusiastically agrees and says: "Let me sec what I can come up with in the next week or so." Bob should a. Allow him to proceed as he suggests, since Jack is so eager and apparently motivated. b. Compliment Jack on his enthusiasm, but suggest he frame the plan now-so Bob can work with him and assist him, if nec- essary. Draft the plan himself-Cliis is his only guarantee that it will be workable. More importantly, diis approach will allow Jack to concentrate on the most important part-Implementation 12. A good development plan will need some short-term steps to buttress Jack's efforts, to make the going easier, and to ensure (hat he maintains direction. I he most important step to include is a. A method for briefing or outlining each project or assignment that Jack handles, "lis will guarantee a meeting of the minds prior to starting a job and, at the same time, allow Jack to add his com- ments or get approval on suggested changes. b. Attendance at a good course in two-way communications with emphasis on lis- tening and feedback. A means for Jack to periodically check his own work-to make sure he is on target and following directions. 13. Bob and Jack have now completed detailing Ins development plan. To make sure Jack un- derstands his role and to gauge his commit- ment, Bob should now ask some questions, "ite best question to ask at this time would be a. How does this plan sound to you, Jack? b What do you feel will be the most difli- cult part of the plan to Implement? c. Are you following me so far. Jack? 14. Bob senses that Jack may not totally endorse fills self-development plan. "He best way to avoid this potential problem would be to a. Suggest some changes. b. Find out what segments make him un- happy and then try to overcome his ob- jections. C. Ask him if he would like to modify the plan in any way 15. To further reinforce Jack's motivation and commitment, Bob should a. Remind him of some of the rewards he will gain if he adheres to the program: more freedom (eventually), quicker ad- vancement, etc. b. Do nothing. Bob has already made his point, and if Jack has not grasped it by now he never will. Gel Jack to summarize the Interview in writing 16. Supervisory follow-up after counseling is es- sential to long-term development and imple- mentation of plans. In Jack's situation, the most C. C. C. a. effective means of follow-through on Bob's part would be to a. Check with him immediately after each assignment is completed to review it. b. Evaluate each of Jack's assignments on his own, as it is completed, and then do a comprehensive analysis with Jack at his next appraisal interview, six months hence. Carefully review Jack's work during the next few weeks but not take any action until a pattern of improvement or failure emerges. 17. The company requires that each sales man- ager submit a written report of each ap- praisal/counscling interview to his or her immediate superior. When Bob writes his re- port on Jack's interview, reactions, and re- sults, he should "Tell it like it is," for better or worse. Be objective (if possible), frank, and fair. b. Bend it in Jack's favor so that his boss will definitely approve a raise for him when it is line. A raise is important for Jack's morale and a good report will but- tress his recommendation. Besides, Bob's boss likes good news. Keep It neutral so he will not be embar- rassed. If Bob goes overboard for Jack and he flops, he will look bad; if he down- grades him and Jack succeeds, it will similarly reflect on his judgment. Bob should play it safe. 18. After Bob's interview, Jack begins to show improvement and continues this pattern for a few weeks. One month later, however, he submits a project that has been altered from the original agreed-upon outline. His varia- tion is not a large one, and, in fact, has im- proved the result considerably. Bob should a. Be patient. He should not do anything at the moment, since Jack has shown over- all improvement and even with this one deviation has come up with improved results. b Sit down with him to review the assign- ment. C. Schedule another formal counseling ses- sion, since this matter is too Important to be ignored or handled off the cuff." 19. It is now time for Bob to submit his prelimi- nary recommendations for raises. As for Jack, Bob should a Recommend him for a raise, since his overall performance has improved. b. Not recommend the raise. He has been patient long enough If Bob shakes him up, he will get in line and leant to stick with instructions. C. Defer his judgment for 30 days. Advise Jack of the circumstances causing the delay in his recommendation and put the responsibility for change in his hands. 20. Bob has decided to approach Jack informally to discuss his most recent assignment, 'lite best way to handle this situation is for Bob to a. Acknowledge Jack's recent effort and improvement. Advise Jack that he would have preferred that Jack discuss any changes on the current project licforc he went ahead with them, in spite of the fact (hat he came up with a belter result (in tills instance) b. Compliment Jack on the Innovations and admit that his original approach was wrong. (Jack will respect him for admit- ting that he can make mistakes, t;Jack is smart enough to catch the implication that he had better not deviate from the established "game plan" unless he can get similar results.) C. Remind Jack that he has deviated again. Bob should not acknowledge any overall improvement, however, this may en- courage him to continue improvising. C