Developing Management Skills

by Whetten, David A.; Cameron, Kim S.

Edition: 7th

ISBN13: 9780131747425

ISBN10: 0131747428

Format: Paperback

Pub. Date: 2011-01-01

Publisher(s): Pearson College Div

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Summary

For undergraduate/graduate Principles of Management and Management Skills courses. Whetten/Cameron teaches students the ten essential skills all managers should possess in order to be successful. Developing ManagementSkills, 7/e, begin each chapter, starting with thePAMS assessmentin the introduction, allowing students to see which skills they need to focus on more. It shows students with little work experience that most managers struggle with one or more skills presented in the book.

Preface	p. xvii
Introduction	p. 1
The Critical Role of Management Skills	p. 3
The Importance of Competent Managers	p. 6
The Skills of Effective Managers	p. 7
Essential Management Skills	p. 8
What Are Management Skills?	p. 9
Improving Management Skills	p. 12
An Approach to Skill Development	p. 13
Leadership and Management	p. 16
Contents of the Book	p. 18
Organization of the Book	p. 19
Practice and Application	p. 21
Diversity and Individual Differences	p. 21
Summary	p. 23
Supplementary Material	p. 24
Diagnostic Survey and Exercises	p. 24
Personal Assessment of Management Skills (PAMS)	p. 24
What Does It Take to Be an Effective Manager?	p. 28
SSS Software In-Basket Exercise	p. 30
Scoring Key and Comparison Data	p. 42
Personal Assessment of Management Skills	p. 42
Scoring Key	p. 42
Comparison Data	p. 42
What Does It Take to Be an Effective Manager?	p. 43
SSS Software In-Basket Exercise	p. 43
Personal Skills	p. 44
Developing Self-Awareness	p. 45
Skill Assessment	p. 46
Diagnostic Surveys for Self-Awareness	p. 46
Self-Awareness Assessment	p. 46
Emotional Intelligence Assessment	p. 47
The Defining Issues Test	p. 48
The Learning Style Inventory	p. 52
Locus of Control Scale	p. 54
Tolerance of Ambiguity Scale	p. 56
Core Self-Evaluation Scale (CSES)	p. 57
Skill Learning	p. 58
Key Dimensions of Self-Awareness	p. 58
The Enigma of Self-Awareness	p. 59
The Sensitive Line	p. 59
Understanding and Appreciating Individual Differences	p. 61
Important Areas of Self-Awareness	p. 62
Emotional Intelligence	p. 63
Values	p. 66
Ethical Decision Making and Values	p. 74
Learning Style	p. 75
Attitudes Toward Change	p. 79
Core Self-Evaluation	p. 83
Skill Analysis	p. 88
Cases Involving Self-Awareness	p. 88
Communist Prison Camp	p. 88
Computerized Exam	p. 89
Decision Dilemmas	p. 90
Skill Practice	p. 93
Exercises for Improving Self-Awareness Through Self-Disclosure	p. 93
Through the Looking Glass	p. 93
Diagnosing Managerial Characteristics	p. 94
An Exercise for Identifying Aspects of Personal Culture: A Learning Plan and Autobiography	p. 96
Skill Application	p. 99
Activities for Developing Self-Awareness	p. 99
Suggested Assignments	p. 99
Application Plan and Evaluation	p. 99
Scoring Keys and Comparison Data	p. 101
Self-Awareness Assessment	p. 101
Scoring Key	p. 101
Comparison Data	p. 101
Emotional Intelligence Assessment	p. 101
Scoring Key	p. 101
Comparison Data	p. 103
The Defining Issues Test	p. 103
The Escaped Prisoner	p. 103
The Doctor's Dilemma	p. 104
The Newspaper	p. 104
Learning Style Inventory	p. 105
Scoring Key	p. 105
Locus of Control	p. 105
Scoring Key	p. 105
Comparison Data	p. 105
Tolerance of Ambiguity	p. 106
Scoring Key	p. 106
Comparison Data	p. 106
Core Self-Evaluation Scale	p. 106
Scoring Key	p. 106
Comparison Data	p. 107
Managing Personal Stress	p. 109
Skill Assessment	p. 110
Diagnostic Surveys for Managing Stress	p. 110
Stress Management Assessment	p. 110
Time Management Assessment	p. 111
Type A Personality Inventory	p. 112
Social Readjustment Rating Scale	p. 113
Sources of Personal Stress	p. 115
Skill Learning	p. 116
Improving the Management of Stress and Time	p. 116
The Role of Management	p. 117
Major Elements of Stress	p. 117
Reactions to Stress	p. 118
Coping with Stress	p. 119
Managing Stress	p. 121
Stressors	p. 121
Eliminating Stressors	p. 124
Eliminating Time Stressors Through Time Management	p. 125
Eliminating Encounter Stressors Through Collaboration and Emotional Intelligence	p. 132
Eliminating Situational Stressors Through Work Redesign	p. 134
Eliminating Anticipatory Stressors Through Prioritizing, Goal Setting, and Small Wins	p. 136
Developing Resiliency	p. 138
Physiological Resiliency	p. 140
Psychological Resiliency	p. 143
Social Resiliency	p. 147
Temporary Stress-Reduction Techniques	p. 148
Skill Analysis	p. 151
Cases Involving Stress Management	p. 151
The Turn of the Tide	p. 151
The Case of the Missing Time	p. 154
Skill Practice	p. 159
Exercises for Long-Term and Short-Run Stress Management	p. 159
The Small-Wins Strategy	p. 159
Life-Balance Analysis	p. 160
Deep Relaxation	p. 162
Monitoring and Managing Time	p. 163
Skill Application	p. 165
Activities for Managing Stress	p. 165
Suggested Assignments	p. 165
Application Plan and Evaluation	p. 166
Scoring Keys and Comparison Data	p. 168
Stress Management Assessment	p. 168
Scoring Key	p. 168
Comparison Data	p. 168
Time Management Assessment	p. 168
Scoring Key	p. 168
Comparison Data	p. 169
Type A Personality Inventory	p. 169
Scoring Key	p. 169
Comparison Data	p. 169
Social Readjustment Scale	p. 170
Comparison Data	p. 170
Source of Personal Stress	p. 170
Solving Problems Analytically and Creatively	p. 171
Skill Assessment	p. 172
Diagnostic Surveys for Creative Problem Solving	p. 172
Problem Solving, Creativity, and Innovation	p. 172
How Creative Are You?[Copyright]	p. 173
Innovative Attitude Scale	p. 175
Creative Style Assessment	p. 176
Skill Learning	p. 178
Problem Solving, Creativity, and Innovation	p. 178
Steps in Analytical Problem Solving	p. 178
Defining the Problem	p. 178
Generating Alternatives	p. 180
Evaluating Alternatives	p. 180
Implementing the Solution	p. 181
Limitations of the Analytical Problem-Solving Model	p. 182
Impediments to Creative Problem Solving	p. 182
Multiple Approaches to Creativity	p. 183
Conceptual Blocks	p. 187
Percy Spencer's Magnetron	p. 189
Spence Silver's Glue	p. 189
The Four Types of Conceptual Blocks	p. 189
Review of Conceptual Blocks	p. 198
Conceptual Blockbusting	p. 198
Stages in Creative Thought	p. 198
Methods for Improving Problem Definition	p. 199
Ways to Generate More Alternatives	p. 203
International Caveats	p. 206
Hints for Applying Problem-Solving Techniques	p. 207
Fostering Creativity in Others	p. 207
Management Principles	p. 208
Skill Analysis	p. 214
Cases Involving Problem Solving	p. 214
Admiral Kimmel's Failure at Pearl Harbor	p. 214
Creativity at Apple	p. 216
Skill Practice	p. 219
Exercises for Applying Conceptual Blockbusting	p. 219
Individual Assignment-Analytical Problem Solving (10 minutes)	p. 219
Team Assignment-Creative Problem Solving (20 minutes)	p. 220
Moving Up in the Rankings	p. 221
Keith Dunn and McGuffey's Restaurant	p. 222
Creative Problem-Solving Practice	p. 225
Skill Application	p. 227
Activities for Solving Problems Creatively	p. 227
Suggested Assignments	p. 227
Application Plan and Evaluation	p. 227
Scoring Keys and Comparison Data	p. 229
Problem Solving, Creativity, and Innovation	p. 229
Scoring Key	p. 229
Comparison Data	p. 229
How Creative Are You	p. 229
Scoring Key	p. 229
Comparison Data	p. 230
Innovative Attitude Scale	p. 230
Scoring Key	p. 230
Creative Style Assessment	p. 231
Scoring Key	p. 231
Skill Practice: Applying Conceptual Blockbusting	p. 231
Observer's Feedback Form	p. 231
Answer to Matchstick Problem in Figure 3.4	p. 233
Answer to Shakespeare Riddle in Figure 3.5	p. 233
Some Common Themes Applying to Water and Finance	p. 233
Answer to Name That Ship Problem in Figure 3.6	p. 234
Answer to Nine-Dot Problem in Figure 3.7	p. 234
Answer to Embedded Pattern Problem in Figure 3.8	p. 235
Interpersonal Skills	p. 236
Building Relationships by Communicating Supportively	p. 237
Skill Assessment	p. 238
Diagnostic Surveys for Supportive Communication	p. 238
Communicating Supportively	p. 238
Communication Styles	p. 239
Skill Learning	p. 242
Building Positive Interpersonal Relationships	p. 242
The Importance of Effective Communication	p. 243
The Focus on Accuracy	p. 244
What Is Supportive Communication?	p. 246
Coaching and Counseling	p. 248
Coaching and Counseling Problems	p. 249
Defensiveness and Disconfirmation	p. 250
Principles of Supportive Communication	p. 251
Supportive Communication Is Based on Congruence, not Incongruence	p. 251
Supportive Communication Is Descriptive, not Evaluative	p. 252
Supportive Communication Is Problem-oriented, not Person-oriented	p. 254
Supportive Communication Validates Rather than Invalidates Individuals	p. 255
Supportive Communication Is Specific (Useful], not Global (Nonuseful)	p. 257
Supportive Communication Is Conjunctive, not Disjunctive	p. 258
Supportive Communication Is Owned, not Disowned	p. 259
Supportive Communication Requires Listening, not One-Way Message Delivery	p. 260
The Personal Management Interview	p. 264
International Caveats	p. 267
Skill Analysis	p. 270
Cases Involving Building Positive Relationships	p. 270
Find Somebody Else	p. 270
Rejected Plans	p. 271
Skill Practice	p. 273
Exercises for Diagnosing Communication Problems and Fostering Understanding	p. 273
United Chemical Company	p. 273
Byron vs. Thomas	p. 275
Active Listening Exercise	p. 276
Skill Application	p. 278
Activities for Communicating Supportively	p. 278
Suggested Assignments	p. 278
Application Plan and Evaluation	p. 278
Scoring Keys and Comparison Data	p. 280
Communicating Supportively	p. 280
Scoring Key	p. 280
Comparison Data	p. 280
Communication Styles	p. 280
Comparison Data	p. 280
Skill Practice: Diagnosing Problems and Fostering Understanding: United Chemical Company and Byron vs. Thomas	p. 281
Observer's Feedback Form	p. 281
Gaining Power and Influence	p. 283
Skill Assessment	p. 284
Diagnostic Surveys for Gaining Power and Influence	p. 284
Gaining Power and Influence	p. 284
Using Influence Strategies	p. 285
Skill Learning	p. 287
Building a Strong Power Base and Using Influence Wisely	p. 287
A Balanced View of Power	p. 287
Lack of Power	p. 287
Abuse of Power	p. 289
Strategies for Gaining Organizational Power	p. 290
The Necessity of Power and Empowerment	p. 290
Sources of Personal Power	p. 292
Sources of Position-Power	p. 297
Transforming Power into Influence	p. 302
Influence Strategies: The Three Rs	p. 302
The Pros and Cons of Each Strategy	p. 304
Acting Assertively: Neutralizing Influence Attempts	p. 308
Skill Analysis	p. 314
Case Involving Power and Influence	p. 314
River Woods Plant Manager	p. 314
Skill Practice	p. 315
Exercise for Gaining Power	p. 315
Repairing Power Failures In Management Circuits	p. 315
Exercise for Using Influence Effectively	p. 316
Ann Lyman's Proposal	p. 317
Exercises for Neutralizing Unwanted Influence Attempts	p. 318
Cindy's Fast Foods	p. 318
9:00 to 7:30	p. 319
Skill Application	p. 321
Activities for Gaining Power and Influence	p. 321
Suggested Assignments	p. 321
Application Plan and Evaluation	p. 322
Scoring Keys and Comparison Data	p. 323
Gaining Power and Influence	p. 323
Scoring Key	p. 323
Comparison Data	p. 324
Using Influence Strategies	p. 324
Scoring Key	p. 324
Skill Practice: Neutralizing Unwanted Influence Attempts	p. 324
Observer's Feedback Form	p. 324
Motivating Others	p. 327
Skill Assessment	p. 328
Diagnostic Surveys for Motivating Others	p. 328
Diagnosing Poor Performance and Enhancing Motivation	p. 328
Work Performance Assessment	p. 329
Skill Learning	p. 330
Increasing Motivation and Performance	p. 330
Diagnosing Work Performance Problems	p. 330
Enhancing Individuals' Abilities	p. 332
Fostering a Motivating Work Environment	p. 334
Elements of an Effective Motivation Program	p. 335
Establish Clear Performance Expectations	p. 336
Remove Obstacles to Performance	p. 338
Reinforce Performance-Enhancing Behavior	p. 341
Provide Salient Rewards	p. 349
Be Fair and Equitable	p. 352
Provide Timely Rewards and Accurate Feedback	p. 352
Skill Analysis	p. 358
Case Involving Motivation Problems	p. 358
Electro Logic	p. 358
Skill Practice	p. 365
Exercises for Diagnosing Work Performance Problems	p. 365
Joe Chaney	p. 367
Work Performance Assessment	p. 368
Exercise for Reshaping Unacceptable Behaviors	p. 368
Shaheen Matombo	p. 368
Skill Application	p. 371
Activities for Motivating Others	p. 371
Suggested Assignments	p. 371
Application Plan and Evaluation	p. 372
Scoring Keys and Comparison Data	p. 374
Diagnosing Poor Performance and Enhancing Motivation	p. 374
Scoring Key	p. 374
Comparison Data	p. 374
Work Performance Assessment	p. 375
Scoring Key	p. 375
Comparison Data	p. 375
Skill Practice: Exercise for Reshaping Unacceptable Behaviors	p. 375
Observer's Feedback Form	p. 375
Managing Conflict	p. 377
Skill Assessment	p. 378
Diagnostic Surveys for Managing Conflict	p. 378
Managing Interpersonal Conflict	p. 378
Strategies for Handling Conflict	p. 379
Skill Learning	p. 380
Interpersonal Conflict Management	p. 380
Mixed Feelings About Conflict	p. 380
Diagnosing the Type of Interpersonal Conflict	p. 382
Conflict Focus	p. 382
Conflict Source	p. 384
Selecting the Appropriate Conflict Management Approach	p. 387
Comparing Conflict Management and Negotiation Strategies	p. 390
Selection Factors	p. 390
Resolving Interpersonal Confrontations Using the Collaborative Approach	p. 394
A General Framework for Collaborative Problem Solving	p. 395
The Four Phases of Collaborative Problem Solving	p. 396
Skill Analysis	p. 409
Case Involving Interpersonal Conflict	p. 409
Educational Pension Investments	p. 409
Skill Practice	p. 414
Exercise for Diagnosing Sources of Conflict	p. 414
SSS Software Management Problems	p. 414
Exercises for Selecting an Appropriate Conflict Management Strategy	p. 422
Bradley's Barn	p. 423
Avocado Computers	p. 423
Phelps, Inc.	p. 424
Exercises for Resolving Interpersonal Disputes	p. 424
Freida Mae Jones	p. 425
Can Larry Fit In?	p. 427
Meeting at Hartford Manufacturing Company	p. 428
Skill Application	p. 435
Activities for Improving Managing Conflict Skills	p. 435
Suggested Assignments	p. 435
Application Plan and Evaluation	p. 436
Scoring Keys and Comparison Data	p. 438
Managing Interpersonal Conflict	p. 438
Scoring Key	p. 438
Comparison Data	p. 439
Strategies for Handling Conflict	p. 439
Scoring Key	p. 439
Skill Practice: Exercises for Resolving Interpersonal Disputes	p. 439
Observer's Feedback Form	p. 439
Group Skills	p. 442
Empowering and Delegating	p. 443
Skill Assessment	p. 444
Diagnostic Surveys for Empowering and Delegating	p. 444
Effective Empowerment and Delegation	p. 444
Personal Empowerment Assessment	p. 445
Skill Learning	p. 447
Empowering and Delegating	p. 447
A Management Dilemma Involving Empowerment	p. 447
The Dirty Dozen	p. 448
The Meaning of Empowerment	p. 449
Historical Roots of Empowerment	p. 450
Dimensions of Empowerment	p. 451
Self-Efficacy	p. 451
Self-Determination	p. 452
Personal Consequence	p. 453
Meaning	p. 453
Trust	p. 454
Review of Empowerment Dimensions	p. 455
How to Develop Empowerment	p. 455
Articulating a Clear Vision and Goals	p. 456
Fostering Personal Mastery Experiences	p. 457
Modeling	p. 458
Providing Support	p. 458
Emotional Arousal	p. 459
Providing Information	p. 460
Providing Resources	p. 461
Connecting to Outcomes	p. 461
Creating Confidence	p. 462
Review of Empowerment Principles	p. 463
Inhibitors to Empowerment	p. 465
Attitudes About Subordinates	p. 466
Personal Insecurities	p. 466
Need for Control	p. 466
Delegating Work	p. 467
Advantages of Empowered Delegation	p. 467
Deciding When to Delegate	p. 468
Deciding to Whom to Delegate	p. 469
Deciding How to Delegate Effectively	p. 469
Review of Delegation Principles	p. 474
International Caveats	p. 475
Skill Analysis	p. 478
Cases Involving Empowerment and Delegation	p. 478
Minding the Store	p. 478
Changing the Portfolio	p. 479
Skill Practice	p. 480
Exercises for Empowerment	p. 480
Executive Development Associates	p. 480
Empowering Ourselves	p. 484
Deciding to Delegate	p. 485
Skill Application	p. 487
Activities for Empowerment and Delegation	p. 487
Suggested Assignments	p. 487
Application Plan and Evaluation	p. 487
Scoring Keys and Comparison Data	p. 489
Effective Empowerment and Delegation	p. 489
Scoring Key	p. 489
Comparison Data	p. 489
Personal Empowerment	p. 489
Scoring Key	p. 489
Comparison Data	p. 490
Skill Practice: Deciding to Delegate: Analysis of "An Emergency Request"	p. 490
Skill Practice: Analysis of Biological Warfare	p. 490
Building Effective Teams and Teamwork	p. 493
Skill Assessment	p. 494
Diagnostic Surveys for Building Effective Teams	p. 494
Team Development Behaviors	p. 494
Diagnosing the Need for Team Building	p. 495
Skill Learning	p. 497
Developing Teams and Teamwork	p. 497
The Advantages of Teams	p. 498
An Example of an Effective Team	p. 501
Team Development	p. 502
The Forming Stage	p. 502
The Forming Stage	p. 503
The Storming Stage	p. 505
The Performing Stage	p. 507
Leading Teams	p. 510
Developing Credibility	p. 511
Establish Smart Goals and Everest Goals	p. 513
International Caveats	p. 515
Team Membership	p. 516
Advantageous Roles	p. 516
Providing Feedback	p. 520
International Caveats	p. 521
Skill Analysis	p. 523
Cases Involving Building Effective Teams	p. 523
The Tallahassee Democrat's Elite Team	p. 523
The Cash Register Incident	p. 525
Skill Practice	p. 527
Exercises in Building Effective Teams	p. 527
Team Diagnosis and Team Development Exercise	p. 527
Winning the War on Talent	p. 528
Team Performance Exercise	p. 531
Skill Application	p. 533
Activities for Building Effective Teams	p. 533
Suggested Assignments	p. 533
Application Plan and Evaluation	p. 534
Scoring Keys and Comparison Data	p. 535
Team Development Behaviors	p. 535
Scoring Key	p. 535
Comparison Data	p. 535
Diagnosing the Need for Team Building	p. 535
Comparison Data	p. 535
Leading Positive Change	p. 537
Skill Assessment	p. 538
Diagnostic Surveys for Leading Positive Change	p. 538
Leading Positive Change	p. 538
Reflected Best-Self Feedback[Trademark] Exercise	p. 539
A Sample Email Request for Feedback	p. 539
Machiavellianism Scale-Mach IV	p. 540
Skill Learning	p. 542
Leading Positive Change	p. 542
Ubiquitous and Escalating Change	p. 543
The Need for Frameworks	p. 543
Tendencies Toward Stability	p. 544
A Framework for Leading Positive Change	p. 546
Establishing a Climate of Positivity	p. 548
Creating Readiness for Change	p. 554
Articulating a Vision of Abundance	p. 557
Generating Commitment to the Vision	p. 561
Institutionalizing the Positive Change	p. 566
Skill Analysis	p. 572
Cases Involving Leading Positive Change	p. 572
Corporate Vision Statements	p. 572
Lee Iacocca's Transformation of Chrysler-1979-1984	p. 578
Skill Practice	p. 585
Exercises in Leading Positive Change	p. 585
Reflected Best-Self Portrait	p. 585
Positive Organizational Diagnosis Exercise	p. 586
A Positive Change Agenda	p. 587
Skill Application	p. 588
Activities for Leading Positive Change	p. 588
Suggested Assignments	p. 588
Application Plan and Evaluation	p. 589
Scoring Keys and Comparison Data	p. 591
Leading Positive Change	p. 591
Scoring Key	p. 591
Comparison Data	p. 591
Reflected Best-Self Feedback[Trademark] Exercise	p. 591
Machiavellianism Scale-Mach IV	p. 591
Scoring Key	p. 591
Comparison Data	p. 592
Skill Analysis: Iacocca's Transformation of Chrysler-1979-1984	p. 592
Specific Communication Skills	p. 594
Learning Oral and Written Presentations	p. 595
Skill Learning	p. 596
Making Oral and Written Presentations	p. 596
Essential Elements of Effective Presentations	p. 597
Skill Practice	p. 613
Exercises for Making Effective Oral and Written Presentations	p. 613
Speaking as a Leader	p. 613
Quality Circles at Battle Creek Foods	p. 614
Conducting Interviews	p. 623
Skill Learning	p. 624
Planning and Conducting Interviews	p. 624
Specific Types of Organizational Interviews	p. 633
Skill Practice	p. 638
Exercises for Conducting Special-Purpose Interviews	p. 638
Evaluating the New Employee-Orientation Program	p. 638
Performance-Appraisal Interview with Chris Jakobsen	p. 641
Employment-Selection Interview at Smith Farley Insurance	p. 647
Conducting Meetings	p. 655
Skill Learning	p. 656
Conducting Effective Meetings: A Short Guide for Meeting Managers and Meeting Participants	p. 656
The Five Ps of Effective Meetings	p. 656
Suggestions for Group Members	p. 661
Skill Practice	p. 664
Exercises for Conducting Meetings	p. 664
Preparing and Conducting a Team Meeting at SSS Software	p. 664
Role Diagnosis	p. 664
Meeting Evaluation Worksheet	p. 665
Glossary	p. 677
References	p. 687
Name Index	p. 703
Subject Index	p. 713
Combined Index	p. 717
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