1 - StudyGuide_Sp10_Final-1

1 - StudyGuide_Sp10_Final-1 - FINAL EXAM STUDY GUIDE...

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FINAL EXAM STUDY GUIDE COVERING CHAPTERS 15, 16, 17, 18, 19, 20, 21, 22 CHAPTER 19- (5-7 Questions) Know when it is appropriate to use a command and control approach to managing employees o When companies produce simple products or services in a stable environment Know when a manager might use empowerment o Granting employees the autonomy to assume more responsibility within an organization and strengthening their sense of effectiveness Know the 4 aspects of empowerment o Meaning —their work is important o Competence —confidence in their ability, self-efficacy o Self-determination —autonomy to decide how to do the work o Impact —influence in their work unit Know the 5 types of coaching o Counseling – purpose is to help employees gain personal insight into their feelings and behavior. Counseling is appropriate for employees with attitude problems they themselves do not recognize. The focus in counseling is problem recognition and solution o Tutoring– used to teach employees necessary job skills they have not yet learned. For example, when employees do not know how to run a team meeting, they must be taught the specific steps in the process and given both practice and feedback. o Confronting - is to improve substandard employee performance. o Mentoring - is to help employees gain a better understanding of the organization, its goals, and advancement criteria. o High Performance coaching - coaching is to discover and unleash employee potential to reach meaningful, important objectives. coaching is to discover and unleash employee potential to reach meaningful, important objectives. Know the concept of positive regard and why it is important when coaching o Positive regard is the unconditional acceptance and liking for others o Characteristic of both effective coaches and high-performing managers o Encourages employees to live up to their boss’s good opinion, creating a self- fulfilling prophecy CHAPTER 20 – (5-7 Questions) Know how performance feedback benefits an employee (the function of performance feedback) o Contributes to self-concept o Reduces uncertainty about whether employee is on track
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o Signals which organizational goals are most important o Helps people master their environment and feel competent Understand what the Balanced Scorecard is and its purpose o Customer perspective – How do customers see the organization? o Internal business perspective – What must the organization excel at in order to succeed? o Innovation and learning perspective – How can the organization continue to improve and create value? o Financial perspective – How does the organization look to shareholders? o
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1 - StudyGuide_Sp10_Final-1 - FINAL EXAM STUDY GUIDE...

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