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PART 1 Introduction to Management 1

1 The Manager's Job 1

Who is a Manager? 2

Types of Managers 4

The Process of Management 6

The Seventeen Managerial Roles 9

Five Key Managerial Skills 16

Development of Managerial Skills 18

The Manager as an Integrator of Five Mind-Sets 19

The Evolution of Management Thought 21

2 International Management and Cultural Diversity 36

International Management 37

Challenges Facing the Global Managerial Worker 46

Methods of Entry Into World Markets 52

Success Factors in the Global Marketplace 54

The Scope,Competitive Advantage,and Potential Problems of Managing Diversity 58

Organizational Practices to Encourage Diversity 62

PART 2 Planning 112

4 Essentials of Planning 112

A General Framework for Planning 114

Strategic Planning and Business Strategies 119

The Development of Business Strategy 122

Operating Plans,Policies,Procedures,and Rules 135

Management by Objectives:A System of Planning and Review 136

5 Problem Solving and Decision Making 146

Nonprogrammed Versus Programmed Decisions 147

Steps in Problem Solving and Decision Making 149

Bounded Rationality and Influences on Decision Making 153

Group Problem Solving and Decision Making 163

Creativity and Innovation in Managerial Work 168

6 Quantitative Techniques for Planning and Decision Making 186

Data-Based Decision Making 189

Forecasting Methods 191

Gantt Charts and Milestone Charts 194

Program Evaluation and Review Technique 197

Break-Even Analysis 201

Decision Trees 203

Inventory Control Techniques 206

Pareto Diagrams for Problem ldentification 210

PART 3 Organizing 219

7 Job Design and Work Schedules 219

Four Major Dimensions of Job Design Plus Job Specialization and Job Description 221

Job Enrichment and the Job Characteristics Model 227

Job Involvement,Enlargement,and Rotation 231

Job Crafting and Job Design 232

Ergonomics and Job Design 233

Modified Work Schedules and Job Design 237

Job Design and High-Performance Work Systems 247

8 Organization Structure,Culture,and Change 255

Bureaucracy as an Organization Structure 256

Departmentalization 260

Modifications of the Bureaucratic Organization 263

Delegation,Empowerment,and Decentralization 272

Organizational Culture 274

Managing Change 282

9 Staffing and Human Resource Management 295

Human Resource Management and Business Strategy 296

The Staffing Model and Strategic Human Resource Planning 297

Recruitment 302

Selection 306

Orientation,Training,and Development 315

Performance Evaluation(or Appraisal) 319

Compensation 322

The Role of Labor Unions in Human Resource Management 325

PART 4 Leading 333

10 Leadership 333

The Link Between Leadership and Management 334

The Leadership Use of Power and Authority 335

Characte ristics,Traits,and Behaviors of Effective Leaders 340

Leadership Styles 348

Transformational and Charismatic Leadership 355

The Leader as a Mentor and Coach 359

Leadership Skills 360

11 Motivation 370

The Relationship Between Motivation,Performance,and Commitment 372

Motivation Through Need Satisfaction 375

Motivation Through Goal Setting 383

Behavior Modification 385

Expectancy Theory of Motivation 389

Motivation Through Financial Incentives 392

12 Communication 407

The Communication Process 409

Nonverbal Communication in Organizations 411

Organizational Channels and Directions of Communication 413

Barriers to Communication 420

Overcoming Barriers to Communication 424

How to Conduct an Effective Meeting 430

Organizational Politics and Interpersonal Communication 433

13 Teams,Groups,and Teamwork 444

Types of Teams and Groups 445

Characte ristics of Effective Work Groups 454

Stages of Group Development 458

Managerial Actions for Building Teamwork 460

Being an Effective Team Player 462

Potential Contributions and Problems of Teams and Groups 464

Resolving Conflict Within Teams and Groups 467

PART 5 Controlling 481

14 Information Technology and e-Commerce 481

Information Technology and the Manager's Job 482

The Positive and Negative Consequences of Information Technology 484

The Impact of the Internet on Customers and Other External Relationships 492

The Effects of the Internet on Internal Operations 498

Success Factors in E-Commerce 502

15 Essentials of Control 509

Controlling and the Other Management Functions 510

Types and Strategies of Control 511

Steps in the Control Process 513

Nonbudgetary Control Techniques 518

Budgets and Budgeta ry Control Techniques 519

Managing Cash Flow and Cost Cutting 525

Nontraditional Measures of Financial Performance 530

Information Systems and Control 534

Characte ristics of Effective Controls 537

16 Managing Ineffective Performers 545

Factors Contributing to Ineffective Performance 546

The Control Model for Managing Ineffective Performers 554

Coaching and Constructive Criticism 562

Employee Discipline 565

Dealing with Difficult People,Including Cynics 569

Termination 572

PART 6 Managing for Personal Effectiveness 572

17 Enhancing Personal Productivity and Managing Stress 579

Improving Your Work Habits and Time Management 580

Understanding and Reducing Procrastination 592

The Nature of Stress and Burnout 594

Stress-Management Techniques 602