Chapter 07        Management            and         LeadershipMcGraw-Hill/Irwin     Copyright © 2013 by The McGraw-Hill Co...
Chapter Seven                 LEARNING GOALS    1. Describe the changes occurring today in the       management function. ...
Chapter Seven                 LEARNING GOALS    4. Describe the organizing function of management.    5. Explain the diffe...
Profile                       JOHN MACKEY                         Whole Foods Market      • Worked at a vegetarian co-op  ...
Chapter Seven                NAME that COMPANY    Like many companies today, this company uses       social media to commu...
Four Functionsof Management                 WHAT IS MANAGEMENT?     LG1     • Management -- The process used to        acc...
Managers’ RolesAre Evolving                   TODAY’S MANAGERS     LG1     • Younger and more       progressive.          ...
Managers’ RolesAre Evolving                    RESPECT and HOW to GET IT     LG1           Source: Entrepreneur, www.entre...
Managers’ RolesAre Evolving                                    EDUCATION MATTERS                                          ...
Four Functionsof Management     FOUR FUNCTIONS of     LG2            MANAGEMENT            1. Planning            2. Organ...
ProgressAssessment   PROGRESS ASSESSMENT    • What are some of the changes happening in      management today?    • What’s...
Planning &Decision Making   SHARING the VISION     LG3     • Vision -- More than a        goal, it’s a broad        explan...
Planning &Decision Making   DEFINING THE MISSION     LG3     • Mission Statement -- Outlines the        organization’s fun...
Planning &Decision Making         SETTING     LG3                  GOALS and OBJECTIVES     • Goals -- The broad, long-   ...
Planning &Decision Making     PLANNING ANSWERS     LG3          FUNDAMENTAL QUESTIONS     • What is the situation now?    ...
Planning &Decision Making   SWOT MATRIX     LG3                                7-16
Planning &Decision Making   PLANNING FUNCTIONS     LG3                                       7-17
Planning &              STRATEGIC and TACTICALDecision Making     LG3            PLANNING     • Strategic Planning -- Done...
Planning &            OPERATIONAL and CONTINGENCYDecision Making     LG3             PLANNING     •     • Contingency Plan...
JAPANESE CRISIS, TERRORISM,      and AMERICAN BUSINESS                 (Reaching Beyond Our Borders)• Disasters point out ...
Decision Making:Finding the BestAlternative                   DECISION MAKING     LG3     • Decision Making -- Choosing am...
Decision Making:Finding the BestAlternative          WHAT MAKES a GREAT CEO     LG3                                     De...
Decision Making:               RATIONAL DECISION-MAKINGFinding the BestAlternative     LG3                MODEL     1. Def...
Decision Making:Finding the BestAlternative        PROBLEM SOLVING     LG3     • Problem Solving -- The process of solving...
ProgressAssessment   PROGRESS ASSESSMENT    • What’s the difference between goals and      objectives?    • What does a co...
Organizing:Creating aUnified System                 ORGANIZATIONAL CHARTS     LG4     • Organization Chart       -- A visu...
Organizing:Creating aUnified System                 LEVELS of MANAGEMENT     LG4                                        7-27
Organizing:Creating aUnified System                 MANAGEMENT LEVELS     LG4     • Top Management -- The highest level,  ...
Organizing:Creating aUnified System                    TOP MANAGEMENT     LG4     • Chief Executive Officer (CEO)         ...
Organizing:Creating aUnified System                AMERICA’S MOST POWERFUL     LG4           FEMALE MANAGERS           Sou...
Tasks and Skillsat Different Levelsof Management         MANAGERIAL SKILLS      LG4      • Technical Skills -- The ability...
Tasks and Skillsat Different Levelsof Management                                      THANK YOU                           ...
Tasks and Skillsat Different Levelsof Management   SKILLS NEEDED at VARIOUS      LG4        LEVELS of MANAGEMENT          ...
Staffing: Gettingand Keeping theRight People               STAFFING     LG4      • Staffing -- Recruiting, hiring, motivat...
Staffing: Gettingand Keeping theRight People      STAFFING is TRICKY BUSINESS     LG4                                     ...
Leading: ProvidingContinuous Visionand Values.              LEADERSHIP      LG5      • Leaders must:            - Communic...
To SHARE or NOT to SHARE                   (Making Ethical Decisions)As a first-line manager, you have new information  th...
Leading: ProvidingContinuous Visionand Values.          ACCOUNTABILITY through      LG5               TRANSPARENCY      • ...
LeadershipStyles          LEADERSHIP STYLES    LG5    • Autocratic Leadership --        Making managerial decisions       ...
LeadershipStyles       VARIOUS LEADERSHIP STYLES    LG5                                         7-40
LeadershipStyles                    NATURAL BORN LEADERS?    LG5                                        Four Types of Exec...
USING SOCIAL MEDIA to     BUILD CUSTOMER SUPPORT                 (Social Media in Business)• Many companies use sites like...
EmpoweringWorkers            EMPOWERMENT    LG5    • Progressive leaders give employees the      authority to make decisio...
EmpoweringWorkers                                     WORK SMARTER    LG5                             How to Ease Pressure...
ManagingKnowledge    MANAGING KNOWLEDGE    LG5    • Knowledge Management      -- Finding the right information,       keep...
Controlling:Making Sure itWorks                 FIVE STEPS of CONTROLLING     LG6                                         ...
Controlling:Making Sure itWorks                    ARE YOU a MICROMANAGER?     LG6     • Do you have strategic initiatives...
A Key Criterionfor Measurement:CustomerSatisfaction                   MEASURING SUCCESS     LG6      • Traditional forms o...
ProgressAssessment   PROGRESS ASSESSMENT    • How does enabling help achieve empowerment?    • What are the five steps in ...
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  • Company: Best Buy
  • See Learning Goal 1: Describe the changes occurring today in the management function.
  • See Learning Goal 1: Describe the changes occurring today in the management function. As the demographic make-up of this country changes, the typical manager is changing. Today more managers are women and fewer are from elite universities. Managers today act more like facilitators than supervisors.
  • See Learning Goal 1: Describe the changes occurring today in the management function. Respect and How to Get It This slide presents the results from a study conducted by www.entrepreneur.com. Ask students: Why do you respect or not respect a manager? (This question is certainly going to develop a discussion among students in class.) Ask the students: In your opinion why did sound business strategy and ethical practices rank so high in the study?
  • See Learning Goal 1: Describe the changes occurring today in the management function. Education Matters This slide shows the schools that have educated the most CEOs among S&P 500 companies. Ask students: Are you surprised by the number of CEOs that didn ’t finish college? What qualities must those CEOs have without formal education behind them? What school did you expect to see on the list that’s missing? What schools are you surprised to see?
  • See Learning Goal 2: Describe the four functions of management. Planning: Anticipating trends and determining the best strategies and tactics to achieve organizational goals and objectives. Organizing: Designing the structure of the organization and creating conditions and systems in which everyone and everything works together to achieve goals. Leading: Creating a vision for the organization and communicating, guiding, training, coaching, and motivating others to achieve goals and objectives in a timely manner. Controlling: Establishing clear standards to determine whether an organization is progressing toward its goals and objectives, rewarding people for good work and taking corrective action if they are not performing.
  • Some of the changes in management today include: Managers are more facilitators than bosses; managers tend to emphasize team-building; managers tend to be younger, fewer attended elite schools, and more are women; and managers will conduct more business globally. Management is the process to accomplish organizational goals through planning, organizing, leading, and controlling people and other organizational resources. The four functions of management are planning, organizing, leading, and controlling.
  • See Learning Goal 3: Relate the planning process and decision making to the accomplishment of company goals. Creating vision for the company is not merely setting a goal, but rather creating a sense of purpose for the organization.
  • See Learning Goal 3: Relate the planning process and decision making to the accomplishment of company goals. The mission statement is the foundation for setting specific goals and objectives within the organization.
  • See Learning Goal 3: Relate the planning process and decision making to the accomplishment of company goals.
  • See Learning Goal 3: Relate the planning process and decision making to the accomplishment of company goals. SWOT is an acronym for Strengths, Weaknesses, Opportunities, and Threats. As part of the internal analysis, the organization identifies the potential strengths that it can capitalize upon and potential weaknesses that it should improve upon. An organization, as part of an external environmental analysis, identifies the opportunities (factors that an organization can take advantage of) and threats (factors that an organization should avoid or minimize the impact of). An interesting exercise for the students – have them perform a SWOT analysis on themselves (At least the strengths and weaknesses part should be an eye opening experience for them.)
  • See Learning Goal 3: Relate the planning process and decision making to the accomplishment of company goals.
  • See Learning Goal 3: Relate the planning process and decision making to the accomplishment of company goals. This slide covers the key areas of planning by business managers. Students should be reminded that planning requires preparation to be successful. More effort put into planning, will result in greater achievement. All planning should be in writing with an estimation of time and cost. Gantt charts are often used to compare planned results with actual accomplishments. Even the best prepared plans sometimes miss the unexpected problems. Managers should always be prepared to act in the event a plan fails. Poor contingency planning may result in significant problems for a company.
  • See Learning Goal 3: Relate the planning process and decision making to the accomplishment of company goals.
  • See Learning Goal 3: Relate the planning process and decision making to the accomplishment of company goals.
  • See Learning Goal 3: Relate the planning process and decision making to the accomplishment of company goals.
  • See Learning Goal 3: Relate the planning process and decision making to the accomplishment of company goals.
  • See Learning Goal 3: Relate the planning process and decision making to the accomplishment of company goals. What Makes a Great CEO Since the world seems to be changing at a faster pace, it’s important for CEOs to change their processes. No longer can managers think small: they must think globally and plan for anything and everything.
  • See Learning Goal 3: Relate the planning process and decision making to the accomplishment of company goals. Managers don ’t always go through this seven step process. However, they must always make sound decisions. It is easier said than done. As an interesting exercise, you can ask the students, working in a group, to go through a simple process of identifying an automobile to purchase using these steps. Everyone’s input should be obtained in the group. They either can select a group manager or all can have an equal say/vote. Both scenarios should produce different, but interesting experiences for students.
  • See Learning Goal 3: Relate the planning process and decision making to the accomplishment of company goals.
  • 1. Goals are broad, long-term accomplishments an organization wishes to attain. Objectives are specific, short-term statements detailing how the organization will achieve the organization ’s goals. 2. In today ’s rapidly changing business environment, managers must think of planning as a continuous process. The SWOT analysis is an important part of the planning process as it evaluates an organization’s strengths, weaknesses, opportunities and threats. 3. Strategic planning is the process top management uses to determine the major goals of the organization, and the policies, procedures, strategies, and resources the organization will need to achieve them. Tactical planning is the process of developing detailed, short-term statements about what is to be done, who is to do it, and how. This type of planning is typically completed by managers at lower levels of the organization whereas strategic planning is done by the top managers. The final type of planning is operational. Operational planning is the process of setting work schedules and standards necessary to complete the organization ’s tactical objectives. This type of planning is the department manager’s tool for daily and weekly operations. 4. The seven Ds in decision making are: Define the situation Describe and collect needed information Develop alternatives Develop agreement among these involved Decide which alternative is best Do what is indicated and start the implementation Determine whether the decision was a good one and follow up
  • See Learning Goal 4: Describe the organizing function of management.
  • See Learning Goal 4: Describe the organizing function of management. This slide shows a good visual of management levels within a corporation. Note the pyramid shape and the type of job positions that are in each level. It ’s important for the student to know the necessary skill levels that each position in the pyramid requires. A Top-Level Manager needs good conceptual skills and to be able to effectively communicate goals to the entire corporation. Middle-level managers typically develop the strategies for goal attainment and develop the tactics necessary to achieve stated goals. Middle managers require good analytical skills and the ability to communicate. First-line managers are responsible for execution of business goals. Technical skills and good communications skills are necessary.
  • See Learning Goal 4: Describe the organizing function of management.
  • See Learning Goal 4: Describe the organizing function of management. Sometimes the CIO is referred to as the Chief Knowledge Officer (CKO).
  • See Learning Goal 4: Describe the organizing function of management. America’s Most Powerful Female Managers This slide illustrates the rising number of women that are in positions of power in Fortune 500 companies. What characteristics do some women have that help them manage people?
  • See Learning Goal 4: Describe the organizing function of management.
  • See Learning Goal 4: Describe the organizing function of management. Thank You Customers, staff and outside support are hard to keep happy. Who ’d have thought a simple act our moms taught us would be so useful? A 10-year study by Adrian Gostick and Chester Elton found that among a survey of 200,000 managers and employees “thank yous” correlate with higher profits yet 30% still don’t say it. Ask students: Why is a simple “thank you” such a powerful managerial tool?
  • See Learning Goal 4: Describe the organizing function of management. The further up the managerial ladder one moves, the less important technical job skills become, and the more important conceptual skills are.
  • See Learning Goal 4: Describe the organizing function of management.
  • See Learning Goal 4: Describe the organizing function of management. Staffing is Tricky Business As we ’ve discussed, getting and keeping the right staff is not an easy task. This slide shows what managers should NOT do while staffing. Ask students: Why do you think a manager should not promote a long-time employee because it ’s time or they owe a favor? What’s so important about feedback?
  • See Learning Goal 5: Explain the differences between leaders and managers, and describe the various leadership styles.
  • See Learning Goal 5: Explain the differences between leaders and managers, and describe the various leadership styles.
  • See Learning Goal 5: Explain the differences between leaders and managers, and describe the various leadership styles.
  • See Learning Goal 5: Explain the differences between leaders and managers, and describe the various leadership styles. Research tells us which leadership style is best depends on what the goals and values of the firm are, who ’s being led, and in what situations. A successful leader in one organization may not be successful in another.
  • See Learning Goal 5: Explain the differences between leaders and managers, and describe the various leadership styles.
  • See Learning Goal 5: Explain the differences between leaders and managers, and describe the various leadership styles. Four Leadership Types Ask the students: Does your personality reveal how you think and work? Can it be improved? (Tests such as Myers-Briggs profile individuals ’ personalities.) Williams and Deal, authors of When Opposites Dance: Balancing the Manager and Leader Within , identify four types of managers: Rationalists, who value sound thinking and work through organizational structure to accomplish tasks. Politicists, who view group dynamics from a power perspective and are adept at politics. Humanists, who are attuned to organizational moods and regard people as a company ’s top asset. Culturists, who consider culture the preeminent force in an organization and communicate through stories, ceremonies and rituals. 3. Williams and Deal conclude that while people are predisposed to think and act in certain ways, the best executives combine different personality attributes. (Source: CIO , November 1, 2003)
  • See Learning Goal 5: Explain the differences between leaders and managers, and describe the various leadership styles.
  • See Learning Goal 5: Explain the differences between leaders and managers, and describe the various leadership styles.
  • See Learning Goal 5: Explain the differences between leaders and managers, and describe the various leadership styles. Work Smarter Managing in today ’s complex environment is about leading not supervising. This slide gives students insight into the process of empowering employees to work smarter. Ask students: What are the benefits of empowering employees to work smarter? (Employees who are empowered should be more motivated and able to handle more complex tasks.)
  • See Learning Goal 5: Explain the differences between leaders and managers, and describe the various leadership styles.
  • See Learning Goal 6: Summarize the five steps of the control function of management. This slide presents the five steps of the control function. It should be pointed out to the students that the whole control process is based on clear standards. The control function completes the management function loop that starts with planning. Accounting and finance are often the foundations for control systems, because they provide the numbers management needs to evaluate progress.
  • See Learning Goal 6: Summarize the five steps of the control function of management. Are You a Micromanager? This slide presents a list of questions a manager can ask himself/herself to determine if he/she is a micromanager. If you answer yes to any of these five questions, you are a micromanager. Managers can ask a trusted employee for honest feedback. Ask the students: Have they ever worked for a micromanager? How did it make them feel and how did other employees feel? Do the students have the tendency of thinking that if they want something done right, they must do it themselves or constantly check on others’ work in a team situation? (It may indicate some of the micromanaging tendencies.)
  • See Learning Goal 6: Summarize the five steps of the control function of management.
  • 1. Enabling is the key to successfully empowering employees. Enabling means giving workers the education and the tools they need to make decisions. 2. Controlling incorporates: (1) setting clear standards, (2) monitoring and recording performance, (3) comparing performance with plans and standards, (4) communicating results and deviations to employees, and (5) providing positive feedback for a job well done and taking corrective action when necessary. 3. Not all customers come from outside the organization. Internal customers are defined as individuals and business units within the firm that receive services from other individuals or units. For example, the field salespeople are the internal customers of the marketing research units that prepare market reports for them. External customers are more traditional and include dealers, who buy products and sell to others, and ultimately customers, who buy products for their own personal use.
  • Chap007

    1. 1. Chapter 07 Management and LeadershipMcGraw-Hill/Irwin Copyright © 2013 by The McGraw-Hill Companies, Inc. All rights reserved.
    2. 2. Chapter Seven LEARNING GOALS 1. Describe the changes occurring today in the management function. 2. Describe the four functions of management. 3. Relate the planning process and decision making to the accomplishment of company goals. 7-2
    3. 3. Chapter Seven LEARNING GOALS 4. Describe the organizing function of management. 5. Explain the differences between leaders and managers, and describe the various leadership styles. 6. Summarize the five steps of the control function of management. 7-3
    4. 4. Profile JOHN MACKEY Whole Foods Market • Worked at a vegetarian co-op after attending the University of Texas. • Opened SaferWay Natural Foods with his girlfriend before merging with a competitor to create Whole Foods. • Now there are over 300 stores in the U.S. and U.K. 7-4
    5. 5. Chapter Seven NAME that COMPANY Like many companies today, this company uses social media to communicate with customers. In one case, a customer complained on Twitter when the company sent a Blackberry to replace an iPhone that failed. The company responded quickly with a replacement iPhone. The customer then tweeted about the company’s great customer service. Name that company! 7-5
    6. 6. Four Functionsof Management WHAT IS MANAGEMENT? LG1 • Management -- The process used to accomplish organizational goals through planning, organizing, leading and controlling people and other organizational resources. 7-6
    7. 7. Managers’ RolesAre Evolving TODAY’S MANAGERS LG1 • Younger and more progressive. - Growing numbers of women. - Fewer from elite universities. • Emphasis is on teams and team building. • Managers need to be skilled communicators and team players. 7-7
    8. 8. Managers’ RolesAre Evolving RESPECT and HOW to GET IT LG1 Source: Entrepreneur, www.entrepreneur.com, accessed June 2011. 7-8
    9. 9. Managers’ RolesAre Evolving EDUCATION MATTERS Alma Maters of CEOs LG1 * Did not graduate from any college or university. Source: Bloomberg BusinessWeek, May 17, 2010. 7-9
    10. 10. Four Functionsof Management FOUR FUNCTIONS of LG2 MANAGEMENT 1. Planning 2. Organizing 3. Leading 4. Controlling 7-10
    11. 11. ProgressAssessment PROGRESS ASSESSMENT • What are some of the changes happening in management today? • What’s the definition of management used in this chapter? • What are the four functions of management? 7-11
    12. 12. Planning &Decision Making SHARING the VISION LG3 • Vision -- More than a goal, it’s a broad explanation of why the organization exists and where it’s trying to go. 7-12
    13. 13. Planning &Decision Making DEFINING THE MISSION LG3 • Mission Statement -- Outlines the organization’s fundamental purposes. It includes: - The organization’s self–concept - Its philosophy - Long–term survival needs - Customer needs - Social responsibility - Nature of the product or service 7-13
    14. 14. Planning &Decision Making SETTING LG3 GOALS and OBJECTIVES • Goals -- The broad, long- term accomplishments an organization wishes to attain. • Objectives -- Specific, short-term statements detailing how to achieve the organization’s goals. 7-14
    15. 15. Planning &Decision Making PLANNING ANSWERS LG3 FUNDAMENTAL QUESTIONS • What is the situation now? SWOT Analysis -- Analyzes the organization’s Strengths, Weaknesses, Opportunities and Threats. • How can we get to our goal from here? - Strategic planning - Tactical planning - Operational planning - Contingency planning 7-15
    16. 16. Planning &Decision Making SWOT MATRIX LG3 7-16
    17. 17. Planning &Decision Making PLANNING FUNCTIONS LG3 7-17
    18. 18. Planning & STRATEGIC and TACTICALDecision Making LG3 PLANNING • Strategic Planning -- Done by top management and determines the major goals of the organization and the policies, procedures, strategies and resources it will need to achieve them. • Tactical Planning -- The process of developing detailed, short-term statements about what is to be done, who is to do it and how. 7-18
    19. 19. Planning & OPERATIONAL and CONTINGENCYDecision Making LG3 PLANNING • • Contingency Planning -- The process of preparing alternative courses of action the firm can use if its primary plans don’t work out. 7-19
    20. 20. JAPANESE CRISIS, TERRORISM, and AMERICAN BUSINESS (Reaching Beyond Our Borders)• Disasters point out the need for contingency and disaster planning.• Over 30 U.S. corporations get at least 15% of sales from Japan. All were affected by the earthquake.• Man-made disasters, such as war and terrorism, also disrupt the supply chain. 7-20
    21. 21. Decision Making:Finding the BestAlternative DECISION MAKING LG3 • Decision Making -- Choosing among two or more alternatives. 7-21
    22. 22. Decision Making:Finding the BestAlternative WHAT MAKES a GREAT CEO LG3 Decision Making Skills of Top CEOs • Keep global business issues in mind and be a citizen of the world. • Identify and manage risks before they grow. • Change strategies and models with the times. • Skillfully manage relationships with governments as government involvement rises. Source: Fortune, June 13, 2011. 7-22
    23. 23. Decision Making: RATIONAL DECISION-MAKINGFinding the BestAlternative LG3 MODEL 1. Define the situation. 2. Describe and collect needed information. 3. Develop alternatives. 4. Develop agreement among those involved. 5. Decide which alternative is best. 6. Do what is indicated. 7. Determine whether the decision was a good one and follow up. 7-23
    24. 24. Decision Making:Finding the BestAlternative PROBLEM SOLVING LG3 • Problem Solving -- The process of solving the everyday problems that occur; less formal than decision making and needs quicker action. • Problem-solving techniques include brainstorming and PMI -- Listing all the pluses for a solution in one column, all the minuses in another and the implications in a third. 7-24
    25. 25. ProgressAssessment PROGRESS ASSESSMENT • What’s the difference between goals and objectives? • What does a company analyze when it does a SWOT analysis? • What are the differences between strategic, tactical and operational planning? • What are the seven Ds in decision making? 7-25
    26. 26. Organizing:Creating aUnified System ORGANIZATIONAL CHARTS LG4 • Organization Chart -- A visual device that shows relationships among people and divides the organization’s work; it shows who reports to whom. 7-26
    27. 27. Organizing:Creating aUnified System LEVELS of MANAGEMENT LG4 7-27
    28. 28. Organizing:Creating aUnified System MANAGEMENT LEVELS LG4 • Top Management -- The highest level, consists of the president and other key company executives who develop strategic plans. • Middle Management -- Includes general managers, division managers, and branch and plant managers who are responsible for tactical planning and controlling. • Supervisory Management -- Those directly responsible for supervising workers and evaluating daily performance. 7-28
    29. 29. Organizing:Creating aUnified System TOP MANAGEMENT LG4 • Chief Executive Officer (CEO) - Introduces change into an organization. • Chief Operating Officer (COO) - Implements CEO’s changes. • Chief Financial Officer (CFO) - Obtains funds, plans budgets, collects funds, etc. • Chief Information Officer (CIO) - Gets the right information to the right people so decisions can be made. 7-29
    30. 30. Organizing:Creating aUnified System AMERICA’S MOST POWERFUL LG4 FEMALE MANAGERS Source: Fortune Magazine, www.fortune.com, accessed June 2011. 7-30
    31. 31. Tasks and Skillsat Different Levelsof Management MANAGERIAL SKILLS LG4 • Technical Skills -- The ability to perform tasks in a specific discipline or department. • Human Relations Skills -- Skills that involve communication and motivation; they enable managers to work through and with people. • Conceptual Skills -- Skills that involve the ability to picture the organization as a whole and the relationship among its various parts. 7-31
    32. 32. Tasks and Skillsat Different Levelsof Management THANK YOU The Most Basic Human Relations Skill LG4 • Saying “thank you” has led to happier employees and greater profits for companies. • Whom should a manager thank? 1. Interns - Doing lots of work for little money, they are the future of the company and industry. 2. Lawyers - Many do pro bono work, even for nonprofit companies. 3. The little people - Mailroom, repair, and cleaning staff keep the office running day-to-day. Source: Fast Company, November 2010. 7-32
    33. 33. Tasks and Skillsat Different Levelsof Management SKILLS NEEDED at VARIOUS LG4 LEVELS of MANAGEMENT 7-33
    34. 34. Staffing: Gettingand Keeping theRight People STAFFING LG4 • Staffing -- Recruiting, hiring, motivating and retaining the best people available to accomplish the company’s objectives. • Recruiting good employees is critical. • Many people are not willing to work at companies unless they are treated well with fair pay. 7-34
    35. 35. Staffing: Gettingand Keeping theRight People STAFFING is TRICKY BUSINESS LG4 Six Sins of Staffing 1. Don’t hire someone because someone else says so. 2. Don’t get caught up in applicants’ appearances. 3. Don’t give someone the wrong job. 4. Don’t forget about feedback. 5. Don’t give promotions just because it’s time. 6. Don’t cheat your employees. Source: CareerBuilder, www.careerbuilder.com, accessed June 2011. 7-35
    36. 36. Leading: ProvidingContinuous Visionand Values. LEADERSHIP LG5 • Leaders must: - Communicate a vision and rally others around that vision. - Establish corporate values. - Promote corporate ethics. - Embrace change. - Stress accountability and responsibility. 7-36
    37. 37. To SHARE or NOT to SHARE (Making Ethical Decisions)As a first-line manager, you have new information that your department head hasn’t seen yet. The findings of the report indicate your manager’s plans should fail. If they do fail, you could be promoted.Will you give your department head the report?What is the ethical thing to do?What might be the consequences? 7-37
    38. 38. Leading: ProvidingContinuous Visionand Values. ACCOUNTABILITY through LG5 TRANSPARENCY • Transparency -- The presentation of the company’s facts and figures in a way that is clear and apparent to all stakeholders. 7-38
    39. 39. LeadershipStyles LEADERSHIP STYLES LG5 • Autocratic Leadership -- Making managerial decisions without consulting others. • Participative or Democratic Leadership -- Managers and employees work together to make decisions. • Free-Rein Leadership -- Managers set objectives and employees are free to do whatever is appropriate to accomplish those objectives. 7-39
    40. 40. LeadershipStyles VARIOUS LEADERSHIP STYLES LG5 7-40
    41. 41. LeadershipStyles NATURAL BORN LEADERS? LG5 Four Types of Executives Rationalists Humanists Politicists Source: CIO Magazine, www.cio.com. 7-41
    42. 42. USING SOCIAL MEDIA to BUILD CUSTOMER SUPPORT (Social Media in Business)• Many companies use sites like Twitter and Facebook to proactively and reactively communicate with their customers.• Best Buy has 2,500 employees who read and respond to consumer complaints on Twitter.• Many companies still aren’t implementing these programs. This has led to many more complaints via social media than positive support. 7-42
    43. 43. EmpoweringWorkers EMPOWERMENT LG5 • Progressive leaders give employees the authority to make decisions on their own without consulting a manager. • Customer needs are handled quickly. • Manager’s role becomes less of a boss and more of a coach. • Enabling -- Giving workers the education and tools they need to make decisions. 7-43
    44. 44. EmpoweringWorkers WORK SMARTER LG5 How to Ease Pressure on Workers • Manage output instead of hours. • Train workers to be ready for a more complex corporate structure. • Allow lower-level managers to make decisions. • Use new technology to foster teamwork. • Shift hiring emphasis to collaboration. Source: Bloomberg BusinessWeek, www.businessweek.com. 7-44
    45. 45. ManagingKnowledge MANAGING KNOWLEDGE LG5 • Knowledge Management -- Finding the right information, keeping the information in a readily accessible place and making the information known to everyone in the firm. • Tries to keep people from reinventing the wheel. 7-45
    46. 46. Controlling:Making Sure itWorks FIVE STEPS of CONTROLLING LG6 7-46
    47. 47. Controlling:Making Sure itWorks ARE YOU a MICROMANAGER? LG6 • Do you have strategic initiatives that you have not addressed? • Do you often check on employees for quality control? • Do you often check on subordinates throughout the day? • Do you rarely take vacations? • Is there a lot of turnover? Source: CFO Magazine, www.cfo.com. 7-47
    48. 48. A Key Criterionfor Measurement:CustomerSatisfaction MEASURING SUCCESS LG6 • Traditional forms of measuring success are financial. • Pleasing employees, stakeholders and customers is important. • External Customers -- Dealers, who buy products to sell to others, and ultimate customers (or end users), who buy products for their own use. • Internal Customers -- Individuals and units within the firm that receive services from other individuals or units. 7-48
    49. 49. ProgressAssessment PROGRESS ASSESSMENT • How does enabling help achieve empowerment? • What are the five steps in the control process? • What’s the difference between internal and external customers? 7-49

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