needs to be minimum 3 pages 2. Focus on some aspect of your own work in which you feel performance is below your (or others’) expectations. Using the Work Performance Assessment survey (Skill Assessment), identify the specific obstacles to improved performance. Then formulate a plan for overcoming these obstacles, including getting commitments from others. Discuss your plan with individuals affected by it and arrive at a set of actions all parties accept. Implement the plan for a period of time and report on your results. How successful were you in making the changes? Did your performance improve as expected? Based on this experience, identify other aspects of your work that you could improve on in a similar fashion.
edition_8_book.pdf
work_performance_survey.docx
Unformatted Attachment Preview
mymanagementlab is an online assessment and preparation solution for courses in
Principles of Management, Human Resources, Strategy, and Organizational Behavior that
helps you actively study and prepare material for class. Chapter-by-chapter activities,
including built-in pretests and posttests, focus on what you need to learn and to review in
order to succeed.
Visit www.mymanagementlab.com to learn more.
DEVELOPING
MANAGEMENT
SKILLS
EIGHTH EDITION
David A. Whetten
BRIGHAM YOUNG UNIVERSITY
Kim S. Cameron
UNIVERSITY OF MICHIGAN
Prentice Hall
Boston Columbus Indianapolis New York San Francisco Upper Saddle River
Amsterdam Cape Town Dubai London Madrid Milan Munich Paris Montreal Toronto
Delhi Mexico City Sao Paulo Sydney Hong Kong Seoul Singapore Taipei Tokyo
Editorial Director: Sally Yagan
Editor in Chief: Eric Svendsen
Acquisitions Editor: Kim Norbuta
Editorial Project Manager: Claudia Fernandes
Director of Marketing: Patrice Lumumba Jones
Marketing Manager: Nikki Ayana Jones
Senior Marketing Assistant: Ian Gold
Senior Managing Editor: Judy Leale
Senior Production Project Manager:
Kelly Warsak
Senior Operations Supervisor: Arnold Vila
Operations Specialist: Ilene Kahn
Senior Art Director: Janet Slowik
Interior Design: Suzanne Duda and
Michael Fruhbeis
Permissions Project Manager: Shannon Barbe
Manager, Cover Visual Research & Permissions:
Karen Sanatar
Manager Central Design: Jayne Conte
Cover Art: Getty Images, Inc.
Cover Design: Suzanne Duda
Lead Media Project Manager: Denise Vaughn
Full-Service Project Management: Sharon
Anderson/BookMasters, Inc.
Composition: Integra Software Services
Printer/Binder: Edwards Brothers
Cover Printer: Coral Graphics
Text Font: 10/12 Weidemann-Book
Credits and acknowledgments borrowed from other sources and reproduced, with permission, in this textbook appear on appropriate
page within text.
Copyright © 2011, 2007, 2005, 2002, 1998 Pearson Education, Inc., publishing as Prentice Hall, One Lake Street, Upper Saddle River,
New Jersey 07458. All rights reserved. Manufactured in the United States of America. This publication is protected by Copyright, and
permission should be obtained from the publisher prior to any prohibited reproduction, storage in a retrieval system, or transmission in
any form or by any means, electronic, mechanical, photocopying, recording, or likewise. To obtain permission(s) to use material from
this work, please submit a written request to Pearson Education, Inc., Permissions Department, One Lake Street, Upper Saddle River,
New Jersey 07458.
Many of the designations by manufacturers and seller to distinguish their products are claimed as trademarks. Where those designations
appear in this book, and the publisher was aware of a trademark claim, the designations have been printed in initial caps or all caps.
Library of Congress Cataloging-in-Publication Data
Whetten, David A. (David Allred)
Developing management skills /David A. Whetten, Kim S. Cameron.—8th ed.
p. cm.
Includes bibliographical references and index.
ISBN 978-0-13-612100-8
1. Management—-Study and teaching. 2. Management—Problems, exercises, etc.
Kim S. II. Title.
HD30.4.W46 2011
658.40071’173—dc22
I. Cameron,
2009040522
10 9 8 7 6 5 4 3 2
ISBN 10:
0-13-612100-4
ISBN 13: 978-0-13-612100-8
B R I E F TA B L E O F C O N T E N T S
Preface xvii
Introduction 1
PART I
1
2
3
44
Developing Self-Awareness 45
Managing Personal Stress 105
Solving Problems Analytically and Creatively
PART II
4
5
6
7
PERSONAL SKILLS
167
INTERPERSONAL SKILLS 232
Building Relationships by Communicating Supportively
Gaining Power and Influence 279
Motivating Others 323
Managing Conflict 373
PART III
GROUP SKILLS
233
438
8 Empowering and Delegating 439
9 Building Effective Teams and Teamwork 489
10 Leading Positive Change 533
PART IV
SPECIFIC COMMUNICATION SKILLS 590
Supplement A Making Oral and Written Presentations
Supplement B Conducting Interviews 619
Supplement C Conducting Meetings 651
Appendix I Glossary 673
Appendix II References 683
Name Index 705
Subject Index 709
Combined Index 713
591
iii
This page intentionally left blank
CONTENTS
Preface xvii
INTRODUCTION
1
THE CRITICAL ROLE OF MANAGEMENT SKILLS
The Importance of Competent Managers 6
The Skills of Effective Managers 7
Essential Management Skills 8
What Are Management Skills? 9
Improving Management Skills 12
An Approach to Skill Development 13
Leadership and Management 16
Contents of the Book 18
Organization of the Book 19
Practice and Application 21
Diversity and Individual Differences 21
Summary 23
3
SUPPLEMENTARY MATERIAL 24
Diagnostic Survey and Exercises 24
Personal Assessment of Management Skills (PAMS) 24
What Does It Take to Be an Effective Manager? 28
SSS Software In-Basket Exercise 30
SCORING KEY AND COMPARISON DATA 42
Personal Assessment of Management Skills 42
Scoring Key 42
Comparison Data
42
What Does It Take to Be an Effective Manager?
SSS Software In-Basket Exercise 43
PART I
1
PERSONAL SKILLS
43
44
DEVELOPING SELF-AWARENESS
SKILL ASSESSMENT
46
Diagnostic Surveys for Scale Self-Awareness
Self-Awareness Assessment 46
Emotional Intelligence Assessment 47
The Defining Issues Test 48
45
46
v
Cognitive Style Indicator 52
Locus of Control Scale 52
Tolerance of Ambiguity Scale 54
Core Self-Evaluation Scale (CSES) 56
SKILL LEARNING 57
Key Dimensions of Self-Awareness 57
The Enigma of Self-Awareness 58
The Sensitive Line 58
Understanding and Appreciating Individual Differences
Important Areas of Self-Awareness 61
Emotional Intelligence 62
Values 65
Ethical Decision Making and Values
Cognitive Style 74
Attitudes Toward Change 76
Core Self-Evaluation 79
SKILL ANALYSIS 84
Cases Involving Self-Awareness
60
72
84
Communist Prison Camp 84
Computerized Exam 85
Decision Dilemmas 86
SKILL PRACTICE 89
Exercises for Improving Self-Awareness Through Self-Disclosure 89
Through the Looking Glass 89
Diagnosing Managerial Characteristics 90
An Exercise for Identifying Aspects of Personal Culture:
A Learning Plan and Autobiography 92
SKILL APPLICATION 95
Activities for Developing Self-Awareness
Suggested Assignments 95
Application Plan and Evaluation
95
95
SCORING KEYS AND COMPARISON DATA 97
Self-Awareness Assessment 97
Scoring Key 97
Comparison Data
97
Emotional Intelligence Assessment
Scoring Key 97
Comparison Data
97
99
The Defining Issues Test
99
The Escaped Prisoner 99
The Doctor’s Dilemma 100
The Newspaper 100
Cognitive Style Indicator 101
Scoring and Comparison Data for the Cognitive Style Indicator
Scoring Key 101
Comparison Data 101
Locus of Control Scale
101
Scoring Key 101
Comparison Data 102
Tolerance of Ambiguity Scale 102
Scoring Key 102
Comparison Data 102
vi
CONTENTS
101
Core Self-Evaluation Scale
103
Scoring Key 103
Comparison Data 103
2
MANAGING PERSONAL STRESS
SKILL ASSESSMENT 106
Diagnostic Surveys for Managing Stress
105
106
Stress Management Assessment 106
Time Management Assessment 107
Type A Personality Inventory 108
Social Readjustment Rating Scale 109
Sources of Personal Stress 111
SKILL LEARNING 112
Improving the Management of Stress and Time
112
The Role of Management 113
Major Elements of Stress
113
Reactions to Stress 114
Coping with Stress 115
Managing Stress
Stressors
117
117
Eliminating Stressors
120
Eliminating Time Stressors Through Time Management 121
Eliminating Encounter Stressors Through Collaboration and Emotional Intelligence 128
Eliminating Situational Stressors Through Work Redesign 130
Eliminating Anticipatory Stressors Through Prioritizing, Goal Setting, and Small Wins 132
Developing Resiliency
134
Physiological Resiliency 136
Psychological Resiliency 139
Social Resiliency 143
Temporary Stress-Reduction Techniques
SKILL ANALYSIS 147
Cases Involving Stress Management
144
147
The Turn of the Tide 147
The Case of the Missing Time 150
SKILL PRACTICE 155
Exercises for Long-Term and Short-Run Stress Management
155
The Small-Wins Strategy 155
Life-Balance Analysis 156
Deep Relaxation 158
Monitoring and Managing Time 159
SKILL APPLICATION 161
Activities for Managing Stress
161
Suggested Assignments 161
Application Plan and Evaluation
162
SCORING KEYS AND COMPARISON DATA
Stress Management Assessment 164
164
Scoring Key 164
Comparison Data 164
Time Management Assessment
164
Scoring Key 164
Comparison Data 165
CONTENTS
vii
Type A Personality Inventory 165
Scoring Key 165
Comparison Data 165
Social Readjustment Rating Scale
Comparison Data
Source of Personal Stress
3
166
166
166
SOLVING PROBLEMS ANALYTICALLY AND CREATIVELY 167
SKILL ASSESSMENT 168
Diagnostic Surveys for Creative Problem Solving
Problem Solving, Creativity, and Innovation
How Creative Are You ? 169
Innovative Attitude Scale 171
Creative Style Assessment 172
SKILL LEARNING 174
Problem Solving, Creativity, and Innovation
Steps in Analytical Problem Solving 174
168
168
174
Defining the Problem 174
Generating Alternatives 176
Evaluating Alternatives 176
Implementing the Solution 177
Limitations of the Analytical Problem-Solving Model
Impediments to Creative Problem Solving 178
Multiple Approaches to Creativity 179
Conceptual Blocks 183
Percy Spencer’s Magnetron 185
Spence Silver’s Glue 185
The Four Types of Conceptual Blocks
Review of Conceptual Blocks 194
Conceptual Blockbusting
178
185
194
Stages in Creative Thought 194
Methods for Improving Problem Definition
Ways to Generate More Alternatives 199
International Caveats 202
Hints for Applying Problem-Solving Techniques
Fostering Creativity in Others 203
195
203
Management Principles 204
SKILL ANALYSIS 210
Cases Involving Problem Solving
The Mann Gulch Disaster
Creativity at Apple 212
210
210
SKILL PRACTICE 214
Exercises for Applying Conceptual Blockbusting
214
Individual Assignment—Analytical Problem Solving (10 minutes) 214
Team Assignment—Creative Problem Solving (20 minutes) 215
Moving Up in the Rankings 216
Keith Dunn and McGuffey’s Restaurant 217
Creative Problem-Solving Practice 220
SKILL APPLICATION 222
Activities for Solving Problems Creatively 222
Suggested Assignments 222
Application Plan and Evaluation
viii
CONTENTS
222
SCORING KEYS AND COMPARISON DATA 224
Problem Solving, Creativity, and Innovation 224
Scoring Key 224
Comparison Data 224
How Creative Are You? 224
Scoring Key 224
Comparison Data 225
Innovative Attitude Scale
225
Scoring Key 225
Creative Style Assessment
226
Scoring Key 226
Comparison Data 226
SKILL PRACTICE Applying Conceptual Blockbusting
227
Observer’s Feedback Form 227
Answer to Matchstick Problem in Figure 3.4 229
Answer to Shakespeare Riddle in Figure 3.5 229
Some Common Themes Applying to Water and Finance 229
Answer to Name That Ship Problem in Figure 3.6 230
Answer to Nine-Dot Problem in Figure 3.7 230
Answer to Embedded Pattern Problem in Figure 3.8 231
PART II
4
INTERPERSONAL SKILLS 232
BUILDING RELATIONSHIPS BY COMMUNICATING SUPPORTIVELY
SKILL ASSESSMENT 234
Diagnostic Surveys for Supportive Communication
Communicating Supportively
Communication Styles 235
233
234
234
SKILL LEARNING 238
Building Positive Interpersonal Relationships 238
The Importance of Effective Communication 239
The Focus on Accuracy
240
What Is Supportive Communication?
Coaching and Counseling 244
242
Coaching and Counseling Problems 245
Defensiveness and Disconfirmation 246
Principles of Supportive Communication
247
Supportive Communication Is Based on Congruence, Not Incongruence 247
Supportive Communication Is Descriptive, Not Evaluative 248
Supportive Communication Is Problem-oriented, Not Person-oriented 250
Supportive Communication Validates Rather than Invalidates Individuals 251
Supportive Communication Is Specific (Useful), Not Global (Nonuseful) 253
Supportive Communication Is Conjunctive, Not Disjunctive 254
Supportive Communication Is Owned, Not Disowned 255
Supportive Communication Requires Supportive Listening, Not One-Way
Message Delivery 256
The Personal Management Interview
International Caveats 263
260
SKILL ANALYSIS 266
Cases Involving Building Positive Relationships
266
Find Somebody Else 266
Rejected Plans 267
CONTENTS
ix
SKILL PRACTICE 269
Exercises for Diagnosing Communication Problems
and Fostering Understanding 269
United Chemical Company 269
Byron vs. Thomas 271
Active Listening Exercise 272
SKILL APPLICATION 274
Activities for Communicating Supportively
Suggested Assignments 274
Application Plan and Evaluation
274
274
SCORING KEYS AND COMPARISON DATA
Communicating Supportively 276
276
Scoring Key 276
Comparison Data 276
Communication Styles
Comparison Data
276
276
SKILL PRACTICE Diagnosing Problems and Fostering Understanding:
United Chemical Company and Byron vs. Thomas 278
Observer’s Feedback Form
5
278
GAINING POWER AND INFLUENCE 279
SKILL ASSESSMENT 280
Diagnostic Surveys for Gaining Power and Influence
280
Gaining Power and Influence 280
Using Influence Strategies 281
SKILL LEARNING 283
Building a Strong Power Base and Using Influence Wisely
A Balanced View of Power 283
283
Lack of Power 283
Abuse of Power 285
Strategies for Gaining Organizational Power
286
The Necessity of Power and Empowerment
Sources of Personal Power 288
Sources of Positional Power 293
Transforming Power into Influence
286
298
Influence Strategies: The Three Rs 298
The Pros and Cons of Each Strategy 300
Acting Assertively: Neutralizing Influence Attempts
SKILL ANALYSIS 310
Case Involving Power and Influence
River Woods Plant Manager
SKILL PRACTICE 311
Exercise for Gaining Power
310
310
311
Repairing Power Failures in Management Circuits
Exercise for Using Influence Effectively
Ann Lyman’s Proposal
304
311
312
313
Exercises for Neutralizing Unwanted Influence Attempts
Cindy’s Fast Foods 314
9:00 to 7:30 315
x
CONTENTS
314
SKILL APPLICATION 317
Activities for Gaining Power and Influence
Suggested Assignments 317
Application Plan and Evaluation
317
318
SCORING KEYS AND COMPARISON DATA
Gaining Power and Influence 319
319
Scoring Key 319
Comparison Data 320
Using Influence Strategies
Scoring Key
320
320
SKILL PRACTICE Neutralizing Unwanted Influence Attempts
Observer’s Feedback Form
6
321
321
MOTIVATING OTHERS 323
SKILL ASSESSMENT 324
Diagnostic Surveys for Motivating Others
324
Diagnosing Poor Performance and Enhancing Motivation
Work Performance Assessment 325
324
SKILL LEARNING 326
Increasing Motivation and Performance 326
Diagnosing Work Performance Problems 326
Enhancing Individuals’ Abilities 328
Fostering a Motivating Work Environment 330
Elements of an Effective Motivation Program 331
Establish Clear Performance Expectations 332
Remove Obstacles to Performance 334
Reinforce Performance-Enhancing Behavior 336
Provide Salient Rewards 344
Be Fair and Equitable 348
Provide Timely Rewards and Accurate Feedback 348
SKILL ANALYSIS 354
Case Involving Motivation Problems
Electro Logic
354
354
SKILL PRACTICE 361
Exercises for Diagnosing Work Performance Problems
Joe Chaney 363
Work Performance Assessment
364
Exercise for Reshaping Unacceptable Behaviors
Shaheen Matombo
361
364
364
SKILL APPLICATION 367
Activities for Motivating Others
367
Suggested Assignments 367
Application Plan and Evaluation
368
SCORING KEYS AND COMPARISON DATA 370
Diagnosing Poor Performance and Enhancing Motivation
370
Scoring Key 370
Comparison Data 370
Work Performance
371
Scoring Key 371
Comparison Data 371
CONTENTS
xi
SKILL PRACTICE Exercise for Reshaping Unacceptable
Behaviors 372
Observer’s Feedback Form
7
372
MANAGING CONFLICT
373
SKILL ASSESSMENT 374
Diagnostic Surveys for Managing Conflict
374
Managing Interpersonal Conflict 374
Strategies for Handling Conflict 375
SKILL LEARNING 376
Interpersonal Conflict Management
Mixed Feelings About Conflict
376
376
Diagnosing the Type of Interpersonal Conflict
378
Conflict Focus 378
Conflict Source 380
Selecting the Appropriate Conflict Management Approach
383
Comparing Conflict Management and Negotiation Strategies
Selection Factors 386
386
Resolving Interpersonal Confrontations Using the Collaborative Approach
A General Framework for Collaborative Problem Solving 391
The Four Phases of Collaborative Problem Solving 392
SKILL ANALYSIS 405
Case Involving Interpersonal Conflict 405
Educational Pension Investments
405
SKILL PRACTICE 410
Exercise for Diagnosing Sources of Conflict 410
SSS Software Management Problems
410
Exercises for Selecting an Appropriate Conflict Management Strategy
Bradley’s Barn 419
Avocado Computers 419
Phelps, Inc. 420
Exercises for Resolving Interpersonal Disputes 420
Freida Mae Jones 421
Can Larry Fit In? 423
Meeting at Hartford Manufacturing Company
424
SKILL APPLICATION 431
Activities for Improving Managing Conflict Skills
431
Suggested Assignments 431
Application Plan and Evaluation
432
SCORING KEYS AND COMPARISON DATA 434
Managing Interpersonal Conflict 434
Scoring Key 434
Comparison Data 435
Strategies for Handling Conflict 435
Scoring Key
435
SKILL PRACTICE Exercises for Resolving Interpersonal Disputes 436
Observer’s Feedback Form 436
xii
CONTENTS
418
390
PART III
8
GROUP SKILLS
438
EMPOWERING AND DELEGATING 439
SKILL ASSESSMENT 440
Diagnostic Surveys for Empowering and Delegating
440
Effective Empowerment and Delegation 440
Personal Empowerment Assessment 441
SKILL LEARNING 443
Empowering and Delegating 443
A Management Dilemma Involving Empowerment
The Dirty Dozen
443
444
The Meaning of Empowerment 445
Historical Roots of Empowerment 446
Dimensions of Empowerment 447
Self-Efficacy 447
Self-Determination 448
Personal Consequence 449
Meaning 449
Trust 450
Review of Empowerment Dimensions 451
How to Develop Empowerment 451
Articulating a Clear Vision and Goals 452
Fostering Personal Mastery Experiences 453
Modeling 454
Providing Support 454
Emotional Arousal 455
Providing Information 456
Providing Resources 457
Connecting to Outcomes 457
Creating Confidence 458
Review of Empowerment Principles 459
Inhibitors to Empowerment 461
Attitudes About Subordinates 462
Personal Insecurities 462
Need for Control 462
Delegating Work 463
Advantages of Empowered Delegation 463
Deciding When to Delegate 464
Deciding to Whom to Delegate 465
Deciding How to Delegate Effectively 465
Review of Delegation Principles 470
International Caveats 471
SKILL ANALYSIS 474
Cases Involving Empowerment and Delegation 474
Minding the Store 474
Changing the Portfolio 475
SKILL PRACTICE 476
Exercises for Empowerment 476
Executive Development Associates 476
Empowering Ourselves 480
Deciding to Delegate 481
CONTENTS
xiii
SKILL APPLICATION 483
Activities for Empowerment and Delegation 483
Suggested Assignments 483
Application Plan and Evaluation
483
SCORING KEYS AND COMPARISON DATA
Effective Empowerment and Delegation 485
485
Scoring Key 485
Comparison Data 485
Personal Empowerment
485
Scoring Key 485
Comparison Data 486
SKILL PRACTICE Deciding to Delegate: Analysis of “An Emergency Request”
SKILL PRACTICE Analysis of “Biological Warfare” 487
9
BUILDING EFFECTIVE TEAMS AND TEAMWORK
SKILL ASSESSMENT 490
Diagnostic Surveys for Building Effective Teams
Team Development Behaviors 490
Diagnosing the Need for Team Building
SKILL LEARNING 493
Developing Teams and Teamwork
The Advantages of Teams 494
491
493
An Example of an Effective Team
Team Development
490
497
498
The Forming Stage 498
The Norming Stage 499
The Storming Stage 501
The Performing Stage 503
Leading Teams
506
Developing Credibility 507
Establish SMART Goals and Everest Goals
International Caveats 511
Team Membership
509
512
Advantageous Roles 512
Providing Feedback 516
International Caveats 517
SKILL ANALYSIS 519
Cases Involving Building Effective Teams
519
The Tallahassee Democrat’s ELITE Team
The Cash Register Incident 521
SKILL PRACTICE 523
Exercises in Building Effective Teams
519
523
Team Diagnosis and Team Development Exercise
Winning t …
Purchase answer to see full
attachment

Are you having trouble with the above assignment or one similar?

To date, 239 students have ordered this same assignment from us and received 100% original work. We can do the same for you!

We offers 100% original papers that are written from scratch.We also have a team of editors who check each paper for plagiarism before it is sent to you.

Click this “order now” button to see free Cost Breakdown!