Introduction to management

ninth edition
STEPHEN P. ROBBINS
© 2007 Prentice Hall, Inc.© 2007 Prentice Hall, Inc.
All rights reserved.All rights reserved.
PowerPoint Presentation by Charlie CookPowerPoint Presentation by Charlie Cook
The University of West AlabamaThe University of West Alabama
MARY COULTER
Introduction toIntroduction to
Management andManagement and
OrganizationsOrganizations
ChapterChapter
11

© 2007 Prentice Hall, Inc. All rights
reserved. 1–2
L E A R N I N G O U T L I N EL E A R N I N G O U T L I N E
Follow this Learning Outline as you read and study this chapter.Follow this Learning Outline as you read and study this chapter.
Who Are Managers?Who Are Managers?
• Explain how managers differ from non-managerialExplain how managers differ from non-managerial
employees.employees.
• Describe how to classify managers in organizations.Describe how to classify managers in organizations.
What Is Management?What Is Management?
• Define management.Define management.
• Explain why efficiency and effectiveness are important toExplain why efficiency and effectiveness are important to
management.management.

reserved. 1–3
L E A R N I N G O U T L I N E (cont’d)L E A R N I N G O U T L I N E (cont’d)
What Do Managers Do?What Do Managers Do?
• Describe the four functions of management.Describe the four functions of management.
• Explain Mintzberg’s managerial roles.Explain Mintzberg’s managerial roles.
• Describe Katz’s three essential managerial skills and howDescribe Katz’s three essential managerial skills and how
the importance of these skills changes depending onthe importance of these skills changes depending on
managerial level.managerial level.
• Discuss the changes that are impacting managers’ jobs.Discuss the changes that are impacting managers’ jobs.
• Explain why customer service and innovation areExplain why customer service and innovation are
important to the manager’s job.important to the manager’s job.

reserved. 1–4
L E A R N I N G O U T L I N E (cont’d)L E A R N I N G O U T L I N E (cont’d)
What Is An Organization?What Is An Organization?
• Describe the characteristics of an organization.Describe the characteristics of an organization.
• Explain how the concept of an organization is changing.Explain how the concept of an organization is changing.
Why Study Management?Why Study Management?
• Explain the universality of management concept.Explain the universality of management concept.
• Discuss why an understanding of management isDiscuss why an understanding of management is
important.important.
• Describe the rewards and challenges of being a manager.Describe the rewards and challenges of being a manager.

reserved. 1–5
Who Are Managers?Who Are Managers?
• ManagerManager
 Someone who coordinates and oversees the work ofSomeone who coordinates and oversees the work of
other people so that organizational goals can beother people so that organizational goals can be
accomplished.accomplished.

reserved. 1–6
Classifying ManagersClassifying Managers
• First-line ManagersFirst-line Managers
 Individuals who manage the work of non-managerialIndividuals who manage the work of non-managerial
employees.employees.
• Middle ManagersMiddle Managers
 Individuals who manage the work of first-lineIndividuals who manage the work of first-line
managers.managers.
• Top ManagersTop Managers
 Individuals who are responsible for makingIndividuals who are responsible for making
organization-wide decisions and establishing plansorganization-wide decisions and establishing plans
and goals that affect the entire organization.and goals that affect the entire organization.

reserved. 1–7
Exhibit 1–1Exhibit 1–1 Managerial LevelsManagerial Levels

reserved. 1–8
What Is Management?What Is Management?
• Managerial ConcernsManagerial Concerns
 EfficiencyEfficiency
 ““Doing things right”Doing things right”
– Getting the most outputGetting the most output
for the least inputsfor the least inputs
 EffectivenessEffectiveness
 ““Doing the right things”Doing the right things”
– Attaining organizationalAttaining organizational
goalsgoals

reserved. 1–9
Exhibit 1–2Exhibit 1–2 Effectiveness and Efficiency in ManagementEffectiveness and Efficiency in Management

reserved. 1–10
What Do Managers Do?What Do Managers Do?
• Functional ApproachFunctional Approach
 PlanningPlanning
 Defining goals, establishing strategies to achieve goals,Defining goals, establishing strategies to achieve goals,
developing plans to integrate and coordinate activities.developing plans to integrate and coordinate activities.
 OrganizingOrganizing
 Arranging and structuring work to accomplish organizationalArranging and structuring work to accomplish organizational
goals.goals.
 LeadingLeading
 Working with and through people to accomplish goals.Working with and through people to accomplish goals.
 ControllingControlling
 Monitoring, comparing, and correcting work.Monitoring, comparing, and correcting work.

reserved. 1–11
Exhibit 1–3Exhibit 1–3 Management FunctionsManagement Functions

reserved. 1–12
What Do Managers Do? (cont’d)What Do Managers Do? (cont’d)
• Management RolesManagement Roles
Approach (Mintzberg)Approach (Mintzberg)
 Interpersonal rolesInterpersonal roles
 Figurehead, leader, liaisonFigurehead, leader, liaison
 Informational rolesInformational roles
 Monitor, disseminator,Monitor, disseminator,
spokespersonspokesperson
 Decisional rolesDecisional roles
 Disturbance handler, resourceDisturbance handler, resource
allocator, negotiatorallocator, negotiator

reserved. 1–13
What Managers Actually Do (Mintzberg)What Managers Actually Do (Mintzberg)
• InteractionInteraction
 with otherswith others
 with the organizationwith the organization
 with the external contextwith the external context
of the organizationof the organization
• ReflectionReflection
 thoughtful thinkingthoughtful thinking
• ActionAction
 practical doingpractical doing

reserved. 1–14
What Do Managers Do? (cont’d)What Do Managers Do? (cont’d)
• Skills ApproachSkills Approach
 Technical skillsTechnical skills
 Knowledge and proficiency in a specific fieldKnowledge and proficiency in a specific field
 Human skillsHuman skills
 The ability to work well with other peopleThe ability to work well with other people
 Conceptual skillsConceptual skills
 The ability to think and conceptualize about abstract andThe ability to think and conceptualize about abstract and
complex situations concerning the organizationcomplex situations concerning the organization

reserved. 1–15
Exhibit 1–5Exhibit 1–5 Skills Needed at Different Management LevelsSkills Needed at Different Management Levels

reserved. 1–16
Exhibit 1–6Exhibit 1–6 Conceptual SkillsConceptual Skills
• Using information to solve business problemsUsing information to solve business problems
• Identifying of opportunities for innovationIdentifying of opportunities for innovation
• Recognizing problem areas and implementingRecognizing problem areas and implementing
solutionssolutions
• Selecting critical information from masses ofSelecting critical information from masses of
datadata
• Understanding of business uses of technologyUnderstanding of business uses of technology
• Understanding of organization’s business modelUnderstanding of organization’s business model
Source: Based on American Management Association Survey of Managerial Skills and
Competencies, March/April 2000, found on AMA Web site (www.ama.org), October 30, 2002.

reserved. 1–17
Exhibit 1–6Exhibit 1–6 Communication SkillsCommunication Skills
• Ability to transform ideas into words and actionsAbility to transform ideas into words and actions
• Credibility among colleagues, peers, andCredibility among colleagues, peers, and
subordinatessubordinates
• Listening and asking questionsListening and asking questions
• Presentation skills; spoken formatPresentation skills; spoken format
• Presentation skills; written and/or graphicPresentation skills; written and/or graphic
formatsformats

reserved. 1–18
Exhibit 1–6Exhibit 1–6 Effectiveness SkillsEffectiveness Skills
• Contributing to corporate mission/departmentalContributing to corporate mission/departmental
objectivesobjectives
• Customer focusCustomer focus
• Multitasking: working at multiple tasks in parallelMultitasking: working at multiple tasks in parallel
• Negotiating skillsNegotiating skills
• Project managementProject management
• Reviewing operations and implementingReviewing operations and implementing
improvementsimprovements

reserved. 1–19
Exhibit 1–6Exhibit 1–6 Effectiveness Skills (cont’d)Effectiveness Skills (cont’d)
• Setting and maintaining performance standardsSetting and maintaining performance standards
internally and externallyinternally and externally
• Setting priorities for attention and activitySetting priorities for attention and activity
• Time managementTime management

reserved. 1–20
Exhibit 1–6Exhibit 1–6 Interpersonal Skills (cont’d)Interpersonal Skills (cont’d)
• Coaching and mentoring skillsCoaching and mentoring skills
• Diversity skills: working with diverse people andDiversity skills: working with diverse people and
culturescultures
• Networking within the organizationNetworking within the organization
• Networking outside the organizationNetworking outside the organization
• Working in teams; cooperation and commitmentWorking in teams; cooperation and commitment

reserved. 1–21
Exhibit 1–7Exhibit 1–7 Management Skills and Management Function MatrixManagement Skills and Management Function Matrix

reserved. 1–22
How The Manager’s Job Is ChangingHow The Manager’s Job Is Changing
• The Increasing Importance of CustomersThe Increasing Importance of Customers
 Customers: the reason that organizations existCustomers: the reason that organizations exist
 Managing customer relationships is the responsibility of allManaging customer relationships is the responsibility of all
managers and employees.managers and employees.
 Consistent high quality customer service is essential forConsistent high quality customer service is essential for
survival.survival.
• InnovationInnovation
 Doing things differently, exploring new territory, andDoing things differently, exploring new territory, and
taking riskstaking risks
 Managers should encourage employees to be aware of andManagers should encourage employees to be aware of and
act on opportunities for innovation.act on opportunities for innovation.

reserved. 1–23
Exhibit 1–8Exhibit 1–8
Changes ImpactingChanges Impacting
the Manager’s Jobthe Manager’s Job

reserved. 1–24
What Is An Organization?What Is An Organization?
• An Organization DefinedAn Organization Defined
 A deliberate arrangement of people to accomplishA deliberate arrangement of people to accomplish
some specific purpose (that individuals independentlysome specific purpose (that individuals independently
could not accomplish alone).could not accomplish alone).
• Common Characteristics of OrganizationsCommon Characteristics of Organizations
 Have a distinct purpose (goal)Have a distinct purpose (goal)
 Composed of peopleComposed of people
 Have a deliberate structureHave a deliberate structure

reserved. 1–25
Exhibit 1–9Exhibit 1–9 Characteristics of OrganizationsCharacteristics of Organizations

reserved. 1–26
Exhibit 1–10Exhibit 1–10 The Changing OrganizationThe Changing Organization

reserved. 1–27
Why Study Management?Why Study Management?
• The Value of Studying ManagementThe Value of Studying Management
 The universality of managementThe universality of management
 Good management is needed in all organizations.Good management is needed in all organizations.
 The reality of workThe reality of work
 Employees either manage or are managed.Employees either manage or are managed.
 Rewards and challenges of being a managerRewards and challenges of being a manager
 Management offers challenging, exciting and creativeManagement offers challenging, exciting and creative
opportunities for meaningful and fulfilling work.opportunities for meaningful and fulfilling work.
 Successful managers receive significant monetary rewardsSuccessful managers receive significant monetary rewards
for their efforts.for their efforts.

reserved. 1–28
Exhibit 1–11Exhibit 1–11 Universal Need for ManagementUniversal Need for Management

reserved. 1–29
Exhibit 1–12Exhibit 1–12 Rewards and Challenges of Being A ManagerRewards and Challenges of Being A Manager

reserved. 1–30
Terms to KnowTerms to Know
• managermanager
• first-line managersfirst-line managers
• middle managersmiddle managers
• top managerstop managers
• managementmanagement
• efficiencyefficiency
• effectivenesseffectiveness
• planningplanning
• organizingorganizing
• leadingleading
• controllingcontrolling
• management rolesmanagement roles
• interpersonal rolesinterpersonal roles
• informational rolesinformational roles
• decisional rolesdecisional roles
• technical skillstechnical skills
• human skillshuman skills
• conceptual skillsconceptual skills
• organizationorganization
• universality ofuniversality of
managementmanagement

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