Additional Information
Book Details
Abstract
For undergraduate Principles of Management courses.
REAL managers, REAL experiences
With a renewed focus on skills and careers, the new edition of this bestselling text can help better prepare your students to enter the job market. Management, 14th Edition, Global Edition, vividly illustrates effective management theories by incorporating the perspectives of real-life managers. Through examples, cases, and hands-on exercises, students will see and experience management in action, helping them understand how the concepts they’re learning actually work in today’s dynamic business world.
Also available with MyLab Management.
Table of Contents
| Section Title | Page | Action | Price |
|---|---|---|---|
| Cover | Cover | ||
| Title Page | 3 | ||
| Copyright Page | 4 | ||
| Dedication | 5 | ||
| About the Authors | 7 | ||
| Brief Contents | 9 | ||
| Contents | 11 | ||
| Preface | 29 | ||
| Acknowledgments | 37 | ||
| Part 1: Introduction to Management | 38 | ||
| Chapter 1: Managers and You in the Workplace | 38 | ||
| Who Are Managers and Where Do They Work? | 40 | ||
| Who Is a Manager? | 40 | ||
| Where Do Managers Work? | 41 | ||
| Why Are Managers Important? | 43 | ||
| What Do Managers Do? | 44 | ||
| Management Functions | 45 | ||
| Mintzberg’s Managerial Roles and a Contemporary Model of Managing | 46 | ||
| Management Skills | 47 | ||
| How Is the Manager’s Job Changing? | 49 | ||
| Focus on the Customer | 49 | ||
| Focus on Technology | 51 | ||
| Focus on Social Media | 51 | ||
| Focus on Innovation | 52 | ||
| Focus on Sustainability | 52 | ||
| Focus on the Employee | 53 | ||
| Why Study Management? | 53 | ||
| The Universality of Management | 53 | ||
| The Reality of Work | 54 | ||
| Rewards and Challenges of Being a Manager | 54 | ||
| Gaining Insights into Life at Work | 55 | ||
| Boxed Features | 38 | ||
| It’s Your Career: The ABC’s of Managing Your Time | 38 | ||
| FYI | 42 | ||
| Future Vision: Is It Still Managing When What You’re Managing Are Robots? | 42 | ||
| Let’s Get REAL | 46 | ||
| Let’s Get REAL | 49 | ||
| Leader Making a Difference: Ursula Burns | 52 | ||
| Workplace Confidential: Dealing with Organizational Politics | 56 | ||
| Preparing for: Exams/Quizzes | 57 | ||
| Chapter Summary by Learning Objectives | 57 | ||
| Review and Discussion Questions | 58 | ||
| Preparing for: My Career | 59 | ||
| Personal Inventory Assessments: Time Management Assessment | 59 | ||
| Ethics Dilemma | 59 | ||
| Skill Exercise: Developing Your Political Skill | 59 | ||
| Working Together: Team Exercise | 60 | ||
| My Turn to Be a Manager | 60 | ||
| Case Application 1: The Power of Social Media | 60 | ||
| Case Application 2: Who Needs a Boss? | 61 | ||
| Management History Module | 66 | ||
| Early Management | 66 | ||
| Classical Approach | 68 | ||
| Scientific Management | 68 | ||
| General Administrative Theory | 69 | ||
| Behavioral Approach | 71 | ||
| Quantitative Approach | 73 | ||
| Contemporary Approaches | 75 | ||
| Chapter 2: Decision Making | 80 | ||
| The Decision-Making Process | 81 | ||
| Step 1: Identify a Problem | 82 | ||
| Step 2: Identify Decision Criteria | 83 | ||
| Step 3: Allocate Weights to the Criteria | 84 | ||
| Step 4: Develop Alternatives | 84 | ||
| Step 5: Analyze Alternatives | 84 | ||
| Step 6: Select an Alternative | 85 | ||
| Step 7: Implement the Alternative | 85 | ||
| Step 8: Evaluate Decision Effectiveness | 85 | ||
| Approaches to Decision Making | 86 | ||
| Rationality | 86 | ||
| Bounded Rationality | 87 | ||
| Intuition | 87 | ||
| Evidence-Based Management | 88 | ||
| Types of Decisions and Decision-Making Conditions | 89 | ||
| Types of Decisions | 89 | ||
| Decision-Making Conditions | 91 | ||
| Decision-Making Biases and Errors | 94 | ||
| Overview of Managerial Decision Making | 96 | ||
| Effective Decision Making in Today’s World | 98 | ||
| Guidelines for Effective Decision Making | 98 | ||
| Design Thinking and Decision Making | 99 | ||
| Big Data and Decision Making | 100 | ||
| Boxed Features | 80 | ||
| It’s Your Career: Problem Solving—Not A Problem | 80 | ||
| FYI | 86 | ||
| Let’s Get REAL | 89 | ||
| Future Vision: Crowdsourcing Decisions | 92 | ||
| Leader Making a Difference: Elon Musk | 94 | ||
| Workplace Confidential: Making Good Decisions | 97 | ||
| Preparing for: Exams/Quizzes | 101 | ||
| Chapter Summary by Learning Objectives | 101 | ||
| Review and Discussion Questions | 102 | ||
| Preparing for: My Career | 103 | ||
| Personal Inventory Assessments: Solving Problems Analytically and Creatively | 103 | ||
| Ethics Dilemma | 103 | ||
| Skills Exercise: Developing Your Creativity Skill | 103 | ||
| Working Together: Team Exercise | 104 | ||
| My Turn to Be a Manager | 104 | ||
| Case Application 1: On The Cards: Decision Making | 105 | ||
| Case Application 2: Manchester City: Football Big Data Champions | 105 | ||
| Part 1: Management Practice | 110 | ||
| A Manager’s Dilemma | 110 | ||
| Global Sense | 110 | ||
| Continuing Case: Starbucks—Introduction | 110 | ||
| Part 2: Basics of Managing in Today’s Workplace | 114 | ||
| Chapter 3: Global Management | 114 | ||
| Who Owns What? | 116 | ||
| What’s Your Global Perspective? | 117 | ||
| Understanding the Global Trade Environment | 118 | ||
| Regional Trading Alliances | 118 | ||
| Global Trade Mechanisms | 122 | ||
| Doing Business Globally | 124 | ||
| Different Types of International Organizations | 124 | ||
| How Organizations Go International | 125 | ||
| Managing in a Global Environment | 126 | ||
| The Political/Legal Environment | 127 | ||
| The Economic Environment | 127 | ||
| The Cultural Environment | 129 | ||
| Global Management in Today’s World | 132 | ||
| Challenges of Managing a Global Workforce | 133 | ||
| Boxed Features | 114 | ||
| It’s Your Career: Developing Your Global Perspective—Working with People from Other Cultures | 114 | ||
| FYI | 117 | ||
| Leader Making a Difference: Lucy Peng | 123 | ||
| Future Vision: Communicating in a Connected World | 128 | ||
| Let’s Get REAL | 133 | ||
| Preparing for: Exams/Quizzes | 134 | ||
| Chapter Summary by Learning Objectives | 134 | ||
| Review and Discussion Questions | 136 | ||
| Preparing for: My Career | 136 | ||
| Personal Inventory Assessments: Intercultural Sensitivity Scale | 136 | ||
| Ethics Dilemma | 136 | ||
| Skills Exercise: Developing Your Collaboration Skill | 137 | ||
| Working Together: Team Exercise | 137 | ||
| My Turn to Be a Manager | 137 | ||
| Case Application 1: Dirty Little Secret | 138 | ||
| Case Application 2: The Power of Presence | 139 | ||
| Answers to “Who Owns What” Quiz | 140 | ||
| Chapter 4: Valuing a Diverse Workforce | 144 | ||
| Diversity 101 | 146 | ||
| What Is Workplace Diversity? | 146 | ||
| Why Is Managing Workforce Diversity So Important? | 147 | ||
| The Changing Workplace | 150 | ||
| Characteristics of the U.S. Population | 150 | ||
| Global Population Trends and the Changing Global Workforce | 152 | ||
| Types of Workplace Diversity | 153 | ||
| Age | 153 | ||
| Gender | 155 | ||
| Race and Ethnicity | 157 | ||
| Disability/Abilities | 158 | ||
| Religion | 160 | ||
| LGBT: Sexual Orientation and Gender Identity | 161 | ||
| Other Types of Diversity | 161 | ||
| Challenges in Managing Diversity | 162 | ||
| Personal Bias | 162 | ||
| Glass Ceiling | 163 | ||
| Workplace Diversity Initiatives | 165 | ||
| The Legal Aspect of Workplace Diversity | 165 | ||
| Top Management Commitment to Diversity | 165 | ||
| Mentoring | 166 | ||
| Diversity Skills Training | 167 | ||
| Employee Resource Groups | 167 | ||
| Boxed Features | 144 | ||
| It’s Your Career: Find a Great Sponsor/Mentor—Be a Great Protégé | 144 | ||
| FYI | 148 | ||
| Let’s Get REAL | 149 | ||
| Workplace Confidential: Dealing with Diversity | 151 | ||
| Future Vision: Diversity of Thought | 162 | ||
| Leader Making a Difference: Dr. Rohini Anand | 163 | ||
| Preparing for: Exam/Quizzes | 168 | ||
| Chapter Summary by Learning Objectives | 168 | ||
| Review and Discussion Questions | 169 | ||
| Preparing for: My Career | 170 | ||
| Personal Inventory Assessments: Multicultural Awareness Scale | 170 | ||
| Ethics Dilemma | 170 | ||
| Skills Exercise: Developing Your Valuing Diversity Skill | 170 | ||
| Working Together: Team Exercise | 171 | ||
| My Turn to Be a Manager | 171 | ||
| Case Application 1: An Ethical Hotel where Disabled People Can Find Their Way | 172 | ||
| Case Application 2: Women in Management at Deutsche Telekom | 173 | ||
| Chapter 5: Socially-Conscious Management | 178 | ||
| What Is Social Responsibility? | 180 | ||
| From Obligations to Responsiveness to Responsibility | 180 | ||
| Should Organizations Be Socially Involved? | 181 | ||
| Green Management and Sustainability | 183 | ||
| How Organizations Go Green | 183 | ||
| Evaluating Green Management Actions | 184 | ||
| Managers and Ethical Behavior | 186 | ||
| Factors That Determine Ethical and Unethical Behavior | 186 | ||
| Ethics in an International Context | 189 | ||
| Encouraging Ethical Behavior | 191 | ||
| Employee Selection | 192 | ||
| Codes of Ethics and Decision Rules | 193 | ||
| Leadership at the Top | 195 | ||
| Job Goals and Performance Appraisal | 195 | ||
| Ethics Training | 196 | ||
| Independent Social Audits | 196 | ||
| Social Responsibility and Ethics Issues in Today’s World | 197 | ||
| Managing Ethical Lapses and Social Irresponsibility | 197 | ||
| Social Entrepreneurship | 199 | ||
| Businesses Promoting Positive Social Change | 199 | ||
| Boxed Features | 178 | ||
| It’s Your Career: How to Be Ethical When No One Else Seems to Be | 178 | ||
| FYI | 183 | ||
| Leader Making a Difference: Yvon Chouinard | 184 | ||
| Let’s Get REAL | 185 | ||
| Let’s Get REAL | 191 | ||
| Future Vision: Building an Ethical Culture That Lasts | 193 | ||
| Workplace Confidential: Balancing Work and Personal Life | 201 | ||
| Preparing for: Exams/Quizzes | 202 | ||
| Chapter Summary by Learning Objective | 202 | ||
| Review and Discussion Questions | 203 | ||
| Preparing for: My Career | 204 | ||
| Personal Inventory Assessments: Ethical Leadership Assessment | 204 | ||
| Ethics Dilemma | 204 | ||
| Skills Exercise: Developing Your Building Trust Skill | 204 | ||
| Working Together: Team Exercise | 205 | ||
| My Turn to Be a Manager | 205 | ||
| Case Application 1: A Novel Wellness Culture | 205 | ||
| Case Application 2: Defeating the System: Ethics at Volkswagen | 206 | ||
| Chapter 6: Managing Change | 212 | ||
| The Case for Change | 214 | ||
| External Factors | 215 | ||
| Internal Factors | 215 | ||
| The Change Process | 216 | ||
| Calm Waters Versus White-Water Rapids Metaphors | 217 | ||
| Reactive Versus Proactive Change Processes | 218 | ||
| Areas of Change | 219 | ||
| Strategy | 220 | ||
| Structure | 220 | ||
| Technology | 220 | ||
| People | 221 | ||
| Managing Change | 222 | ||
| Why Do People Resist Change? | 222 | ||
| Techniques for Reducing Resistance to Change | 223 | ||
| Contemporary Issues in Managing Change | 225 | ||
| Leading Change | 225 | ||
| Creating a Culture for Change | 226 | ||
| Employee Stress | 227 | ||
| Stimulating Innovation | 232 | ||
| Creativity Versus Innovation | 232 | ||
| Stimulating and Nurturing Innovation | 232 | ||
| Innovation and Design Thinking | 236 | ||
| Disruptive Innovation | 237 | ||
| Definition | 237 | ||
| Why Disruptive Innovation Is Important | 238 | ||
| Who’s Vulnerable? | 238 | ||
| Implications | 239 | ||
| Boxed Features | 212 | ||
| It’s Your Career: Learning to Manage Your Stress | 212 | ||
| FYI | 215 | ||
| Let’s Get REAL | 223 | ||
| Leader Making a Difference: Satya Nadella | 227 | ||
| Workplace Confidential: Coping with Job Stress | 231 | ||
| Future Vision: The Internet of Things | 233 | ||
| Preparing for: Exams/Quizzes | 241 | ||
| Chapter Summary by Learning Objectives | 241 | ||
| Review and Discussion Questions | 242 | ||
| Preparing for: My Career | 243 | ||
| Personal Inventory Assessments: Are You a Type A Personality? | 243 | ||
| Ethics Dilemma | 243 | ||
| Skills Exercise: Developing Your Change Management Skill | 243 | ||
| Working Together: Team Exercise | 244 | ||
| My Turn to Be a Manager | 244 | ||
| Case Application 1: A. S. Watson Group | 245 | ||
| Case Application 2: The iPhone: A Technology Disruptor | 246 | ||
| Chapter 7: Constraints on Managers | 252 | ||
| The Manager: Omnipotent or Symbolic? | 254 | ||
| The Omnipotent View | 254 | ||
| The Symbolic View | 254 | ||
| The External Environment: Constraints and Challenges | 255 | ||
| The Economic Environment | 256 | ||
| The Demographic Environment | 256 | ||
| How the External Environment Affects Managers | 258 | ||
| Organizational Culture: Constraints and Challenges | 261 | ||
| What Is Organizational Culture? | 261 | ||
| Strong Cultures | 264 | ||
| Where Culture Comes From and How It Continues | 265 | ||
| How Employees Learn Culture | 266 | ||
| How Culture Affects Managers | 268 | ||
| Current Issues in Organizational Culture | 271 | ||
| Creating an Innovative Culture | 271 | ||
| Creating a Customer-Responsive Culture | 271 | ||
| Creating a Sustainability Culture | 272 | ||
| Boxed Features | 252 | ||
| It’s Your Career: Reading an Organization’s Culture: Find One Where You’ll Be Happy | 252 | ||
| Future Vision: Tomorrow’s Workplace: Sustainability and You | 257 | ||
| Let’s Get REAL | 258 | ||
| Leader Making a Difference: Indra Nooyi | 260 | ||
| FYI | 261 | ||
| Workplace Confidential: Adjusting to a New Job or Work Team | 269 | ||
| Preparing for: Exams/Quizzes | 273 | ||
| Chapter Summary by Learning Objectives | 273 | ||
| Review and Discussion Questions | 274 | ||
| Preparing for: My Career | 274 | ||
| Personal Inventory Assessments: What’s My Comfort with Change? | 274 | ||
| Ethics Dilemma | 274 | ||
| Skills Exercise: Developing Your Environmental Scanning Skill | 275 | ||
| Working Together: Team Exercise | 275 | ||
| My Turn to Be a Manager | 275 | ||
| Case Application 1: Tesco: Time to Refocus | 276 | ||
| Case Application 2: The Sky is the Limit | 277 | ||
| Part 2: Management Practice | 282 | ||
| A Manager’s Dilemma | 282 | ||
| Global Sense | 282 | ||
| Continuing Case: Starbucks—Basics of Managing in Today’s Workplace | 282 | ||
| Part 3: Planning | 288 | ||
| Chapter 8: Planning and Goal-Setting | 288 | ||
| The What and Why of Planning | 290 | ||
| What Is Planning? | 290 | ||
| Why Do Managers Plan? | 290 | ||
| Planning and Performance | 290 | ||
| Goals and Plans | 291 | ||
| Types of Goals | 291 | ||
| Types of Plans | 292 | ||
| Setting Goals and Developing Plans | 294 | ||
| Approaches to Setting Goals | 294 | ||
| Developing Plans | 298 | ||
| Approaches to Planning | 299 | ||
| Contemporary Issues in Planning | 300 | ||
| How Can Managers Plan Effectively in Dynamic Environments? | 300 | ||
| How Can Managers Use Environmental Scanning? | 301 | ||
| Digital Tools | 302 | ||
| Boxed Features | 288 | ||
| It’s Your Career: You Gotta Have Goals | 288 | ||
| FYI | 291 | ||
| Let’s Get REAL | 292 | ||
| Leader Making a Difference: Jeff Bezos | 294 | ||
| Workplace Confidential: When You Face a Lack of Clear Directions | 295 | ||
| Future Vision: Using Social Media for Environmental Scanning | 303 | ||
| Preparing for: Exams/Quizzes | 304 | ||
| Chapter Summary by Learning Objectives | 304 | ||
| Review and Discussion Questions | 305 | ||
| Preparing for: My Career | 306 | ||
| Personal Inventory Assessments: Tolerance of Ambiguity Scale | 306 | ||
| Ethics Dilemma | 306 | ||
| Skills Exercise: Making a To-Do List that Works and Using It | 306 | ||
| Working Together: Team Exercise | 307 | ||
| My Turn to Be a Manager | 307 | ||
| Case Application 1: Hermès: Delivering Change | 308 | ||
| Case Application 2: Shifting Direction | 309 | ||
| Chapter 9: Strategic Planning | 312 | ||
| Strategic Management | 314 | ||
| What Is Strategic Management? | 314 | ||
| Why Is Strategic Management Important? | 314 | ||
| The Strategic Management Process | 316 | ||
| Step 1: Identifying the Organization’s Current Mission, Goals, and Strategies | 316 | ||
| Step 2: Doing an External Analysis | 317 | ||
| Step 3: Doing an Internal Analysis | 317 | ||
| Step 4: Formulating Strategies | 319 | ||
| Step 5: Implementing Strategies | 319 | ||
| Step 6: Evaluating Results | 319 | ||
| Corporate Strategies | 319 | ||
| What Is Corporate Strategy? | 321 | ||
| What Are the Types of Corporate Strategy? | 321 | ||
| How Are Corporate Strategies Managed? | 322 | ||
| Competitive Strategies | 323 | ||
| The Role of Competitive Advantage | 323 | ||
| Choosing a Competitive Strategy | 326 | ||
| Current Strategic Management Issues | 327 | ||
| The Need for Strategic Leadership | 327 | ||
| The Need for Strategic Flexibility | 329 | ||
| Important Organizational Strategies for Today’s Environment | 330 | ||
| Boxed Features | 312 | ||
| It’s Your Career: Learning Your Strengths and Weaknesses: Accentuate the Positive | 312 | ||
| FYI | 317 | ||
| Let’s Get REAL | 318 | ||
| Workplace Confidential: Developing a Career Strategy | 320 | ||
| Leader Making a Difference: Mary Barra | 321 | ||
| Future Vision: Big Data as a Strategic Weapon | 324 | ||
| Preparing for: Exams/Quizzes | 332 | ||
| Chapter Summary by Learning Objectives | 332 | ||
| Review and Discussion Questions | 333 | ||
| Preparing for: My Career | 334 | ||
| Personal Inventory Assessments: Creative Style Indicator | 334 | ||
| Ethics Dilemma | 334 | ||
| Skills Exercise: Developing Your Business Planning Skill | 334 | ||
| Working Together: Team Exercise | 336 | ||
| My Turn to Be a Manager | 336 | ||
| Case Application 1: Fast Fashion | 336 | ||
| Case Application 2: A Simple Strategy at Costco | 337 | ||
| Chapter 10: Fostering Entrepreneurship | 342 | ||
| The Context of Entrepreneurship | 343 | ||
| What Is Entrepreneurship? | 343 | ||
| Entrepreneurship Versus Self-Employment | 344 | ||
| Why Is Entrepreneurship Important? | 344 | ||
| The Entrepreneurial Process | 345 | ||
| What Do Entrepreneurs Do? | 345 | ||
| Social Responsibility and Ethical Issues Facing Entrepreneurs | 346 | ||
| Start-Up and Planning Issues | 348 | ||
| Identifying Environmental Opportunities and Competitive Advantage | 349 | ||
| Researching the Venture’s Feasibility—Ideas | 351 | ||
| Researching the Venture’s Feasibility—Competitors | 354 | ||
| Researching the Venture’s Feasibility—Financing | 354 | ||
| Developing a Business Plan | 355 | ||
| The Sharing Economy | 356 | ||
| Organizing Issues | 357 | ||
| Legal Forms of Organization | 357 | ||
| Organizational Design and Structure | 359 | ||
| Human Resource Management | 360 | ||
| Initiating Change | 361 | ||
| The Importance of Continuing Innovation | 362 | ||
| Leading Issues | 362 | ||
| Personality Characteristics of Entrepreneurs | 362 | ||
| Motivating Employees Through Empowerment | 363 | ||
| The Entrepreneur as Leader | 364 | ||
| Control Issues | 365 | ||
| Managing Growth | 365 | ||
| Managing Downturns | 367 | ||
| Exiting the Venture | 368 | ||
| Boxed Features | 20 | ||
| It’s Your Career: Being Entrepreneurial Even If You Don’t Want to Be an Entrepreneur | 342 | ||
| FYI | 346 | ||
| Workplace Confidential: Dealing with Risks | 347 | ||
| Future Vision: The Growth of Social Businesses | 348 | ||
| Let’s Get REAL | 352 | ||
| Leader Making a Difference: Mark Zuckerberg | 364 | ||
| Preparing for: Exams/Quizzes | 369 | ||
| Chapter Summary by Learning Objectives | 369 | ||
| Review and Discussion Questions | 370 | ||
| Preparing for: My Career | 371 | ||
| Personal Inventory Assessments: Innovative Attitude Scale | 371 | ||
| Ethics Dilemma | 371 | ||
| Skills Exercise: Developing Grit | 371 | ||
| Working Together: Team Exercise | 372 | ||
| My Turn to Be a Manager | 372 | ||
| Case Application 1: The Fear of Failure | 373 | ||
| Case Application 2: The Right Recipe for Entrepreneurs: Fifteen | 374 | ||
| Part 3: Management Practice | 378 | ||
| A Manager’s Dilemma | 378 | ||
| Global Sense | 378 | ||
| Continuing Case: Starbucks—Planning | 378 | ||
| Part 4: Organizing | 382 | ||
| Chapter 11: Organization Design | 382 | ||
| Six Elements of Organizational Design | 383 | ||
| Work Specialization | 384 | ||
| Departmentalization | 385 | ||
| Chain of Command | 387 | ||
| Span of Control | 390 | ||
| Centralization and Decentralization | 391 | ||
| Formalization | 392 | ||
| Mechanistic and Organic Structures | 392 | ||
| Contingency Factors Affecting Structural Choice | 393 | ||
| Strategy and Structure | 393 | ||
| Size and Structure | 394 | ||
| Technology and Structure | 394 | ||
| Environmental Uncertainty and Structure | 394 | ||
| Traditional Organizational Design Options | 395 | ||
| Simple Structure | 395 | ||
| Functional Structure | 395 | ||
| Divisional Structure | 395 | ||
| Organizing for Flexibility in the Twenty-First Century | 396 | ||
| Team Structures | 396 | ||
| Matrix and Project Structures | 397 | ||
| The Boundaryless Organization | 398 | ||
| Telecommuting | 400 | ||
| Compressed Workweeks, Flextime, and Job Sharing | 402 | ||
| The Contingent Workforce | 402 | ||
| Part 5: Leading | 486 | ||
| Chapter 14: Interpersonal and Organizational Communication | 486 | ||
| The Nature and Function of Communication | 487 | ||
| What Is Communication? | 488 | ||
| Functions of Communication | 488 | ||
| Methods and Challenges of Interpersonal Communication | 489 | ||
| Methods | 489 | ||
| Barriers | 492 | ||
| Overcoming the Barriers | 494 | ||
| Effective Organizational Communication | 497 | ||
| Formal Versus Informal | 497 | ||
| Direction of Flow | 497 | ||
| Networks | 498 | ||
| Workplace Design and Communication | 500 | ||
| Communication in the Internet and Social Media Age | 501 | ||
| The 24/7 Work Environment | 502 | ||
| Working from Anywhere | 502 | ||
| Social Media | 502 | ||
| Balancing the Pluses and Minuses | 503 | ||
| Choosing the Right Media | 503 | ||
| Communication Issues in Today’s Organizations | 504 | ||
| Managing Communication in a Digitally Connected World | 504 | ||
| Managing the Organization’s Knowledge Resources | 505 | ||
| The Role of Communication in Customer Service | 505 | ||
| Getting Employee Input | 506 | ||
| Communicating Ethically | 507 | ||
| Becoming a Better Communicator | 508 | ||
| Sharpening Your Persuasion Skills | 508 | ||
| Sharpening Your Speaking Skills | 508 | ||
| Sharpening Your Writing Skills | 508 | ||
| Sharpening Your Reading Skills | 509 | ||
| Boxed Features | 486 | ||
| It’s Your Career: I’m Listening! | 486 | ||
| Leader Making a Difference: Angela Ahrendts | 492 | ||
| FYI | 494 | ||
| Let’s Get REAL | 495 | ||
| Workplace Confidential: An Uncommunicative Boss | 496 | ||
| Future Vision: No Longer Lost in Translation | 503 | ||
| Preparing for: Exams/Quizzes | 509 | ||
| Chapter Summary by Learning Objectives | 509 | ||
| Review and Discussion Questions | 511 | ||
| Preparing for: My Career | 511 | ||
| Personal Inventory Assessments: Communication Styles | 511 | ||
| Ethics Dilemma | 511 | ||
| Skills Exercise: Developing Your Presentation Skills | 512 | ||
| Working Together: Team Exercise | 512 | ||
| My Turn to Be a Manager | 512 | ||
| Case Application 1: Is Anytime Feedback Too Much? | 513 | ||
| Case Application 2: Neutralizing the Concordia Effect! | 514 | ||
| Chapter 15: Organizational Behavior | 518 | ||
| Focus and Goals of Organizational Behavior | 520 | ||
| Focus of Organizational Behavior | 520 | ||
| Goals of Organizational Behavior | 521 | ||
| Attitudes and Job Performance | 521 | ||
| Job Satisfaction | 522 | ||
| Job Involvement and Organizational Commitment | 524 | ||
| Employee Engagement | 524 | ||
| Attitudes and Consistency | 525 | ||
| Cognitive Dissonance Theory | 525 | ||
| Attitude Surveys | 526 | ||
| Implications for Managers | 527 | ||
| Personality | 527 | ||
| MBTI® | 528 | ||
| The Big Five Model | 530 | ||
| Additional Personality Insights | 530 | ||
| Personality Types in Different Cultures | 532 | ||
| Emotions and Emotional Intelligence | 533 | ||
| Implications for Managers | 536 | ||
| Perception | 537 | ||
| Factors That Influence Perception | 537 | ||
| Attribution Theory | 538 | ||
| Shortcuts Used in Judging Others | 539 | ||
| Implications for Managers | 540 | ||
| Learning | 540 | ||
| Operant Conditioning | 540 | ||
| Social Learning | 541 | ||
| Shaping: A Managerial Tool | 541 | ||
| Implications for Managers | 542 | ||
| Boxed Features | 518 | ||
| It’s Your Career: Self Awareness: You Need to Know Yourself Before You Can Know Others | 518 | ||
| FYI | 522 | ||
| Leader Making a Difference: Carolyn McCall | 527 | ||
| Let’s Get REAL | 529 | ||
| Workplace Confidential: An Abusive Boss | 534 | ||
| Future Vision: Increased Reliance on Emotional Intelligence | 535 | ||
| Preparing for: Exams/Quizzes | 542 | ||
| Chapter Summary by Learning Objectives | 542 | ||
| Review and Discussion Questions | 544 | ||
| Preparing for: My Career | 544 | ||
| Personal Inventory Assessments: Emotional Intelligence Assessment | 544 | ||
| Ethics Dilemma | 544 | ||
| Skills Exercise: Developing Your Shaping Behavior Skill | 545 | ||
| Working Together: Team Exercise | 545 | ||
| My Turn to Be a Manager | 545 | ||
| Case Application 1: A Great Place to Work | 546 | ||
| Case Application 2: Employees First | 547 | ||
| Chapter 16: Leadership | 554 | ||
| Who Are Leaders and What Is Leadership? | 555 | ||
| Early Leadership Theories | 556 | ||
| Leadership Traits | 556 | ||
| Leadership Behaviors | 556 | ||
| Contingency Theories of Leadership | 559 | ||
| The Fiedler Model | 559 | ||
| Hersey and Blanchard’s Situational Leadership Theory | 561 | ||
| Path-Goal Model | 562 | ||
| Contemporary Views of Leadership | 564 | ||
| Leader–Member Exchange (LMX) Theory | 564 | ||
| Transformational-Transactional Leadership | 564 | ||
| Charismatic-Visionary Leadership | 565 | ||
| Authentic Leadership | 566 | ||
| Ethical Leadership | 567 | ||
| Team Leadership | 567 | ||
| Leadership Issues in the Twenty-First Century | 569 | ||
| Managing Power | 569 | ||
| Developing Trust | 571 | ||
| Empowering Employees | 572 | ||
| Leading Across Cultures | 573 | ||
| Becoming an Effective Leader | 574 | ||
| Boxed Features | 554 | ||
| It’s Your Career: Being a More Charismatic Leader | 554 | ||
| FYI | 556 | ||
| Leader Making a Difference: Dr. Delos “Toby” Cosgrove | 565 | ||
| Let’s Get REAL | 568 | ||
| Workplace Confidential: A Micromanaging Boss | 570 | ||
| Future Vision: Flexible Leadership | 574 | ||
| Preparing for: Exams/Quizzes | 576 | ||
| Chapter Summary by Learning Objectives | 576 | ||
| Review and Discussion Questions | 577 | ||
| Preparing for: My Career | 578 | ||
| Personal Inventory Assessments: Leadership Style Inventory | 578 | ||
| Ethics Dilemma | 578 | ||
| Skills Exercise: Developing Your Choosing an Effective Leadership Style Skill | 578 | ||
| Working Together: Team Exercise | 579 | ||
| My Turn to Be a Manager | 579 | ||
| Case Application 1: Indra Nooyi: An Inspiring Leader | 580 | ||
| Case Application 2: Leadership Development at L’Oréal | 581 | ||
| Chapter 17: Motivation | 588 | ||
| What Is Motivation? | 589 | ||
| Early Theories of Motivation | 590 | ||
| Maslow’s Hierarchy of Needs Theory | 590 | ||
| McGregor’s Theory X and Theory Y | 591 | ||
| Herzberg’s Two-Factor Theory | 592 | ||
| Three-Needs Theory | 593 | ||
| Contemporary Theories of Motivation | 594 | ||
| Goal-Setting Theory | 594 | ||
| Reinforcement Theory | 596 | ||
| Designing Motivating Jobs | 596 | ||
| Equity Theory | 599 | ||
| Expectancy Theory | 602 | ||
| Integrating Contemporary Theories of Motivation | 603 | ||
| Current Issues in Motivation | 605 | ||
| Managing Cross-Cultural Motivational Challenges | 605 | ||
| Motivating Unique Groups of Workers | 606 | ||
| Designing Appropriate Rewards Programs | 609 | ||
| Boxed Features | 588 | ||
| It’s Your Career: What Motivates You? | 588 | ||
| FYI | 592 | ||
| Leader Making a Difference: Susan Wojcicki | 595 | ||
| Workplace Confidential: Feelings of Unfair Pay | 601 | ||
| Let’s Get REAL | 604 | ||
| Future Vision: Individualized Rewards | 607 | ||
| Preparing for: Exams/Quizzes | 612 | ||
| Chapter Summary by Learning Objectives | 612 | ||
| Review and Discussion Questions | 613 | ||
| Preparing for: My Career | 614 | ||
| Personal Inventory Assessments: Work Motivation Indicator | 614 | ||
| Ethics Dilemma | 614 | ||
| Skills Exercise: Developing Your Motivating Employees Skill | 614 | ||
| Working Together: Team Exercise | 615 | ||
| My Turn to Be a Manager | 615 | ||
| Case Application 1: Hong Kong Disneyland: HR Programs to Motivate Employees | 616 | ||
| Case Application 2: Balancing Success and Happiness | 617 | ||
| Part 5: Management Practice | 624 | ||
| A Manager’s Dilemma | 624 | ||
| Global Sense | 625 | ||
| Continuing Case: Starbucks—Leading | 626 | ||
| Part 6: Controlling | 630 | ||
| Chapter 18: Controlling Activities and Operations | 630 | ||
| What Is Controlling and Why Is It Important? | 632 | ||
| The Control Process | 633 | ||
| Step 1: Measuring Actual Performance | 634 | ||
| Step 2: Comparing Actual Performance Against the Standard | 635 | ||
| Step 3: Taking Managerial Action | 636 | ||
| Managerial Decisions in Controlling | 636 | ||
| Controlling for Organizational and Employee Performance | 637 | ||
| What Is Organizational Performance? | 637 | ||
| Measures of Organizational Performance | 638 | ||
| Controlling for Employee Performance | 639 | ||
| Tools for Measuring Organizational Performance | 642 | ||
| Feedforward/Concurrent/Feedback Controls | 642 | ||
| Financial Controls | 643 | ||
| Information Controls | 645 | ||
| Balanced Scorecard | 646 | ||
| Benchmarking of Best Practices | 646 | ||
| Contemporary Issues in Control | 647 | ||
| Adjusting Controls for Cross-Cultural Differences and Global Turmoil | 648 | ||
| Workplace Privacy | 649 | ||
| Employee Theft | 650 | ||
| Workplace Violence | 651 | ||
| Controlling Customer Interactions | 652 | ||
| Corporate Governance | 654 | ||
| Boxed Features | 630 | ||
| It’s Your Career: How to Be a Pro at Giving Feedback | 630 | ||
| FYI | 639 | ||
| Let’s Get REAL | 640 | ||
| Workplace Confidential: Responding to an Unfair Performance Review | 641 | ||
| Leader Making a Difference: Bob Iger | 647 | ||
| Future Vision: Real-time Feedback | 650 | ||
| Preparing for: Exams/Quizzes | 655 | ||
| Chapter Summary by Learning Objectives | 655 | ||
| Review and Discussion Questions | 656 | ||
| Preparing for: My Career | 657 | ||
| Personal Inventory Assessments: Workplace Discipline Indicator | 657 | ||
| Ethics Dilemma | 657 | ||
| Skills Exercise: Managing Challenging Employees | 657 | ||
| Working Together: Team Exercise | 658 | ||
| My Turn to Be a Manager | 658 | ||
| Case Application 1: The Challenge of “Healthy” Fast-Food | 658 | ||
| Case Application 2: Bring Your Own Device | 659 | ||
| Planning and Control Techniques Module | 664 | ||
| Techniques for Assessing the Environment | 664 | ||
| Environmental Scanning | 664 | ||
| Forecasting | 666 | ||
| Benchmarking | 668 | ||
| Techniques for Allocating Resources | 669 | ||
| Budgeting | 669 | ||
| Scheduling | 671 | ||
| Breakeven Analysis | 674 | ||
| Linear Programming | 674 | ||
| Contemporary Planning and Control Techniques | 676 | ||
| Project Management | 676 | ||
| Scenario Planning | 678 | ||
| Managing Operations Module | 682 | ||
| The Role of Operations Management | 683 | ||
| Services and Manufacturing | 683 | ||
| Managing Productivity | 684 | ||
| Strategic Role of Operations Management | 685 | ||
| What Is Value Chain Management and Why Is It Important? | 685 | ||
| What Is Value Chain Management? | 686 | ||
| Goal of Value Chain Management | 686 | ||
| Benefits of Value Chain Management | 687 | ||
| Managing Operations Using Value Chain Management | 687 | ||
| Value Chain Strategy | 687 | ||
| Obstacles to Value Chain Management | 690 | ||
| Current Issues in Managing Operations | 691 | ||
| Technology’s Role in Operations Management | 692 | ||
| Quality Initiatives | 692 | ||
| Quality Goals | 694 | ||
| Mass Customization and Lean Organization | 695 | ||
| Part 6: Management Practice | 698 | ||
| A Manager’s Dilemma | 698 | ||
| Global Sense | 698 | ||
| Continuing Case: Starbucks—Controlling | 699 | ||
| Glossary | 703 | ||
| Name Index | 715 | ||
| Organization Index | 735 | ||
| Subject Index | 741 | ||
| Back Cover | Back Cover |