978 0 13 312747 8

Full-Circle Learning MyLab™: Learning Full Circle for Marketing,

Management, Business Communication, Intro to Business, and MIS

BEFORE CLASS

AFTER CLASS DURING

CLASS

Decision Sims, Videos, and Learning

Catalytics

DSM's, pre-lecture homework,

eText

Writing Space, Video Cases, Quiz-

zes/Tests

MyLab

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Critical Thinking

MyManagementLab™: Improves Student Engagement Before, During, and After Class

Decision Making

• Video exercises – engaging videos that bring business concepts to life and explore business topics related to the theory students are learning in class. Quizzes then assess students’ comprehension of the concepts covered in each video.

• Learning Catalytics – a “bring your own device” student engagement, assessment, and classroom intelligence system helps instructors analyze students’ critical-thinking skills during lecture.

• Dynamic Study Modules (DSMs) – through adaptive learning, students get personalized guidance where and when they need it most, creating greater engagement, improving knowledge retention, and supporting subject-matter mastery. Also available on mobile devices.

• Business Today – bring current events alive in your classroom with videos, discussion questions, and author blogs. Be sure to check back often, this section changes daily.

• Decision-making simulations – place your students in the role of a key decision-maker. The simulation will change and branch based on the decisions students make, providing a variation of scenario paths. Upon completion of each simulation, students receive a grade, as well as a detailed report of the choices they made during the simulation and the associated consequences of those decisions.

• Writing Space – better writers make great learners—who perform better in their courses. Providing a single location to develop and assess concept mastery and critical thinking, the Writing Space offers automatic graded, assisted graded, and create your own writing assignments, allowing you to exchange personalized feedback with students quickly and easily.

Writing Space can also check students’ work for improper citation or plagiarism by comparing it against the world’s most accurate text comparison database available from Turnitin.

• Additional Features – included with the MyLab are a powerful homework and test manager, robust gradebook tracking, comprehensive online course content, and easily scalable and shareable content.

http://www.pearsonmylabandmastering.com

Prep and Engagement

http://www.pearsonmylabandmastering.com
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Developing ManageMent SkillS

David A. Whetten Brigham Young universitY

Kim S. Cameron universitY of michigan

N i N t h E d i t i o N

Boston Columbus Indianapolis New York San Francisco Amsterdam Cape Town Dubai London Madrid Milan Munich Paris Montréal Toronto

Delhi Mexico City São Paulo Sydney Hong Kong Seoul Singapore Taipei Tokyo

Vice President, Business Publishing: Donna Battista Editor-in-Chief: Stephanie Wall Acquisitions Editor: Kris Ellis-Levy Program Manager Team Lead: Ashley Santora Program Manager: Sarah Holle Editorial Assistant: Bernard Ollila Vice President, Product Marketing: Maggie Moylan Director of Marketing, Digital Services and Products:

Jeanette Koskinas Executive Product Marketing Manager: Anne Fahlgren Field Marketing Manager: Lenny Ann Raper Senior Strategic Marketing Manager: Erin Gardner Project Manager Team Lead: Judy Leale Project Manager: Becca Groves Operations Specialist: Diane Peirano Creative Director: Blair Brown Senior Art Director: Janet Slowik

Interior and Cover Designer: Integra Software Services Pvt. Ltd.

Cover Image: Jim Colao/Luxtone Media Vice President, Director of Digital Strategy & Assessment:

Paul Gentile Manager of Learning Applications: Paul Deluca Digital Editor: Brian Surette Digital Studio Manager: Diane Lombardo Digital Studio Project Manager: Robin Lazrus Digital Studio Project Manager: Alana Coles Digital Studio Project Manager: Monique Lawrence Digital Studio Project Manager: Regina DaSilva Full-Service Project Management and Composition: Integra

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Copyright © 2016, 2011, 2007 by Pearson Education, Inc. 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. For information regarding permissions, request forms and the appropriate contacts within the Pearson Education Global Rights & Permissions department, please visit www.pearsoned.com/permissions/.

Acknowledgements of third party content appear on the appropriate page within the text, which constitutes an extension of this copyright page.

Library of Congress Cataloging-in-Publication Data

Whetten, David A. (David Allred), Developing management skills/David A. Whetten, Kim S. Cameron.—9e [edition]. pages cm ISBN 978-0-13-312747-8 (student edition) 1. Management—Study and teaching. 2. Management—Problems, exercises, etc. I. Cameron, Kim S. II. Title. HD30.4.W46 2016 658.40071'173—dc23 2014024024

10 9 8 7 6 5 4 3 2 1

ISBN 10: 0-13-312747-8 ISBN 13: 978-0-13-312747-8

Unless otherwise indicated herein, any third-party trademarks that may appear in this work are the property of their respective owners and any references to third-party trademarks, logos or other trade dress are for demonstrative or descriptive purposes only. Such references are not intended to imply any sponsorship, endorsement, authorization, or promotion of Pearson’s products by the owners of such marks, or any relationship between the owner and Pearson Education, Inc. or its affiliates, authors, licensees or distributors.

www.pearsoned.com/permissions/.
v

B r i e f t a B l e o f c o n t e n t s

Preface xix Introduction 1

PArt I Personal skIlls 35

1 Developing self-awareness 37 2 Managing stress and Well-Being 85 3 solving Problems analytically and Creatively 133

PArt II InterPersonal skIlls 187

4 Building relationships by Communicating supportively 189 5 Gaining Power and Influence 227 6 Motivating others 263 7 Managing Conflict 305

PArt III GrouP skIlls 363

8 empowering and engaging others 365 9 Building effective teams and teamwork 401 10 leading Positive Change 443

PArt IV sPeCIfIC CoMMunICatIon skIlls 487

Module a Making oral and Written Presentations 489 Module B Conducting Interviews 517 Module C Conducting Meetings 551 appendix I Glossary 571 appendix II references 581 Index 609

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vii

Preface xix

iNtroductioN 1

the critical role of management skills 3 The Importance of Competent Managers 4 The Skills of Effective Managers 5 What Are Management Skills? 6 Improving Management Skills 7 An Approach to Skill Development 7 Leadership and Management 9 Contents of the Book 11 Organization of the Book 12 Diversity and Individual Differences 13 Summary 14

suPPlementarY material 15 Diagnostic Survey and Exercises 15

Personal Assessment of Management Skills (PAMS) 15 What Does It Take to Be an Effective Manager? 19 SSS Software In-Basket Exercise 21

scoring keY anD comParison Data 32 Personal Assessment of Management Skills 32

Scoring Key 32 Comparison Data 33

What Does It Take to Be an Effective Manager? 33 SSS Software In-Basket Exercise 33

PArt I Personal skIlls 35

1 dEvElopiNg SElf-AwArENESS 37

skill assessment 38 Diagnostic Surveys for Developing Self-Awareness 38 Developing Self-Awareness 38

The Defining Issues Test 38

c o n t e n t s

viii Contents

Cognitive Style Indicator 42 Tolerance of Ambiguity Scale 42 Core Self-Evaluation Scale (CSES) 43

skill learning 44 Key Dimensions of Self-Awareness 44 The Enigma of Self-Awareness 45

The Sensitive Line 45 Understanding and Appreciating Individual Differences 47 Important Areas of Self-Awareness 47

Emotional Intelligence 49 Values 51 Ethical Decision Making 57 Cognitive Style 59 Attitudes Toward Change 61 Core Self-Evaluation 63

summarY 65

skill analYsis 67 Cases Involving Self-Awareness 67

Communist Prison Camp 67 Computerized Exam 69 Decision Dilemmas 70

skill Practice 72 Exercises for Improving Self-Awareness Through Self-Disclosure 72

Through the Looking Glass 72 Diagnosing Managerial Characteristics 73 An Exercise for Identifying Aspects of Personal Culture: A Learning Plan and Autobiography 75

skill aPPlication 77 Activities for Developing Self-Awareness 77

Suggested Assignments 77 Application Plan and Evaluation 78

scoring keYs anD comParison Data 79 The Defining Issues Test 79

Escaped Prisoner 79 The Doctor’s Dilemma 79 The Newspaper 80

Cognitive Style Indicator 80 Scoring Key 80 Comparison Data 81

Tolerance of Ambiguity Scale 81 Scoring Key 81 Comparison Data 82

Core Self-Evaluation Scale 82 Scoring Key 82 Comparison Data 83

Contents ix

2 MANAgiNg StrESS ANd wEll-BEiNg 85

skill assessment 86 Diagnostic Surveys for Managing Stress and Well-Being 86 Managing Stress and Well-Being 86

Social Readjustment Rating Scale 86 Social Readjustment Rating Scale 88 Sources of Personal Stress 89 Flourishing Scale 90

skill learning 90 Managing Stress and Fostering Well-Being 90 Major Elements of Stress 91

Coping with Stress 92 Managing Stressors 94 Eliminating Stressors 95

Eliminating Time Stressors Through Time Management 95 Eliminating Encounter Stressors Through Community, Contribution, and Emotional Intelligence 100 Eliminating Situational Stressors Through Work Redesign 103 Eliminating Anticipatory Stressors Through Prioritizing, Goal Setting, and Small Wins 104

Developing Resiliency and Well-Being 106 Life Balance 106 Psychological Resiliency 107

Temporary Stress-Reduction Techniques 112

summarY 113

skill analYsis 114 Cases Involving Stress Management 114

The Turn of the Tide 114 The Case of the Missing Time 117

skill Practice 121 Exercises for Long-Term and Short-Run Stress Management and Well-Being 121

The Small-Wins Strategy 121 Life-Balance Analysis 123 Deep Relaxation 125 Monitoring and Managing Time 126 Generalized Reciprocity 127

skill aPPlication 128 Activities for Managing Stress 128

Suggested Assignments 128 Application Plan and Evaluation 129

scoring keYs anD comParison Data 130 Social Readjustment Rating Scale 130

Comparison Data 130 Sources of Personal Stress 131 Flourishing Scale 131

Comparison Data 131

x Contents

3 SolviNg proBlEMS ANAlyticAlly ANd crEAtivEly 133

skill assessment 134 Diagnostic Surveys for Creative Problem Solving 134

Problem Solving, Creativity, and Innovation 134 Solving Problems Analytically and Creatively 134

How Creative Are You? © 134 Innovative Attitude Scale 136 Creative Style Assessment 137

skill learning 139 Problem Solving, Creativity, and Innovation 139 Steps in Analytical Problem Solving 139

Defining the Problem 140 Generating Alternatives 141 Evaluating Alternatives 141 Implementing the Solution 142

Limitations of the Analytical Problem-Solving Model 142 Impediments to Creative Problem Solving 143 Multiple Approaches to Creativity 143 Conceptual Blocks 148

Percy Spencer’s Magnetron 148 Spence Silver’s Glue 149 The Four Types of Conceptual Blocks 149

Review of Conceptual Blocks 157 Conceptual Blockbusting 157

Stages in Creative Thought 157 Methods for Improving Problem Definition 158 Ways to Generate More Alternatives 162

International Caveats 165 Hints for Applying Problem-Solving Techniques 166 Fostering Creativity in Others 166

Management Principles 166

summarY 170

skill analYsis 172 Cases Involving Problem Solving 172

Coke versus Pepsi 172 Creativity at Apple 173

skill Practice 175 Exercises for Applying Conceptual Blockbusting 175

Individual Assignment—Analytical Problem Solving (10 minutes) 175 Team Assignment—Creative Problem Solving (20 minutes) 176 Moving Up in the Rankings 177 Keith Dunn and McGuffey’s Restaurant 178 Creative Problem-Solving Practice 182

skill aPPlication 182 Activities for Solving Problems Creatively 182

Suggested Assignments 182 Application Plan and Evaluation 183

Contents xi

scoring keYs anD comParison Data 184 How Creative Are You?© 184

Scoring Key 184 Comparison Data 185

Innovative Attitude Scale 185 Comparison Data 185

Creative Style Assessment 186 Scoring Key 186 Comparison Data 186

PArt II InterPersonal skIlls 187

4 BuildiNg rElAtioNShipS By coMMuNicAtiNg SupportivEly 189

skill assessment 190 Diagnostic Surveys for Supportive Communication 190

skill learning 190 Building Positive Interpersonal Relationships 190 The Importance of Effective Communication 191

The Focus on Accuracy 192 What is Supportive Communication? 193 Coaching and Counseling 195

Coaching and Counseling Issues 195 Defensiveness and Disconfirmation 197

Principles of Supportive Communication 197 Supportive Communication Is Based on Congruence, Not Incongruence 197 Supportive Communication Is Descriptive, Not Evaluative 198 Supportive Communication Is Problem-Oriented, Not Person-Oriented 201 Supportive Communication Validates Rather Than Invalidates Individuals 202 Supportive Communication Is Specific (Useful), Not Global (Nonuseful) 204 Supportive Communication is Conjunctive, Not Disjunctive 205 Supportive Communication Is Owned, Not Disowned 205 Supportive Communication Requires Supportive Listening, Not One-Way Message Delivery 206

The Personal Management Interview 211 International Caveats 214

summarY 214

skill analYsis 216 Cases Involving Building Positive Relationships 216

Find Somebody Else 216 Rejected Plans 217

skill Practice 219 Exercises for Diagnosing Communication Problems and Fostering Understanding 219

United Chemical Company 219 Byron vs. Thomas 221 Active Listening Exercise 223

xii Contents

skill aPPlication 224 Activities For Communicating Supportively 224

Suggested Assignments 224 Application Plan and Evaluation 225

scoring keYs anD comParison Data 226

5 gAiNiNg powEr ANd iNfluENcE 227

skill assessment 228

skill learning 228 Building a Strong Power Base and Using Influence Wisely 228 Is Power A Four-Letter Word? 229 Abuse of Power 230

Strategies for Gaining Organizational Power 232 Sources of Personal Power 232 Sources of Positional Power 237 Transforming Power into Influence 241

Influence Strategies: The Three Rs 241 The Pros and Cons of Each Strategy 244 Acting Assertively: Neutralizing Influence Attempts 247

skill analYsis 253 Case Involving Power and Influence 253

Dynica Software Solutions 253

skill Practice 254 Exercise for Gaining Power 254

Repairing Power Failures in Management Circuits 254 Exercise for Using Influence Effectively 255

Ann Lyman’s Proposal 256 Exercises for Neutralizing Unwanted Influence Attempts 256

Cindy’s Fast Foods 257 9:00 to 7:30 258

skill aPPlication 259 Activities for Gaining Power and Influence 259

Suggested Assignments 259 Application Plan and Evaluation 260

scoring keYs anD comParison Data 261

6 MotivAtiNg othErS 263

skill assessment 264

skill learning 264 Increasing Motivation and Performance 264 Diagnosing Work Performance Problems 265 Enhancing Individuals’ Abilities 266 Fostering a Motivating Work Environment 268

Contents xiii

Elements of an Effective Motivation Program 269 Establish Clear Performance Expectations 270 Remove Obstacles to Performance 272 Reinforce Performance-Enhancing Behavior 273 Provide Salient Rewards 281 Be Fair and Equitable 284 Provide Timely Rewards and Accurate Feedback 284

summarY 286

skill analYsis 289 Case Involving Motivation Problems 289

Electro Logic 289

skill Practice 295 Exercises for Diagnosing Work Performance Problems 295

Joe Chaney 298 Work Performance Assessment 298

Exercise for Reshaping Unacceptable Behaviors 299 Shaheen Matombo 299 Andre Tate, Manager 299 Shaheen Matombo, Staff Member 300

skill aPPlication 301 Activities for Motivating Others 301

Suggested Assignments 301 Application Plan and Evaluation 302

SKILL PRACTICE Exercise for Reshaping Unacceptable Behaviors 303

scoring keYs anD comParison Data 304

7 MANAgiNg coNflict 305

skill assessment 306

skill learning 306 Interpersonal Conflict Management 306

Mixed Feelings about Conflict 307 Diagnosing the Type of Interpersonal Conflict 308

Conflict Focus 309 Conflict Source 310

Selecting the Appropriate Conflict Management Approach 312 Choosing Among the Five Strategies 315 Personal Preferences 316 Situational Factors 317

Resolving Interpersonal Confrontations Using the Collaborative Approach 319 A General Framework for Collaborative Problem Solving 319 The Four Phases of Collaborative Problem Solving 320

summarY 329

skill analYsis 332 Case Involving Interpersonal Conflict 332

Educational Pension Investments 332

xiv Contents

skill Practice 336 Exercise for Diagnosing Sources of Conflict 336

SSS Software Management Problems 336 Exercises for Selecting an Appropriate Conflict Management Strategy 345

Bradley’s Barn 345 Avocado Computers 346 Phelps, Inc. 346

Exercises for Resolving Interpersonal Disputes 347 Alisa Moffatt 347 Can Larry Fit In? 351 Meeting at Hartford Manufacturing Company 352

skill aPPlication 358 Activities for Improving Managing Conflict Skills 358

Suggested Assignments 358 Application Plan and Evaluation 360

SKILL PRACTICE Exercises for Resolving Interpersonal Disputes 361

scoring keYs anD comParison Data 362

PArt III GrouP skIlls 363

8 EMpowEriNg ANd ENgAgiNg othErS 365

skill assessment 366

skill learning 366 Empowering and Engaging Others 366 The Meaning of Empowerment 367 Dimensions of Empowerment 368

Self-Efficacy 368 Self-Determination 369 Personal Consequence 370 Meaning 370 Trust 371 Review of Empowerment Dimensions 371

How to Develop Empowerment 372 A Clear Goal 372 Fostering Personal Mastery Experiences 373 Modeling 374 Providing Support 374 Emotional Arousal 374 Providing Information 375 Providing Resources 376 Connecting to Outcomes 376 Creating Confidence 377 Review of Empowerment Principles 378

Inhibitors to Empowerment 380 Attitudes about Subordinates 380 Personal Insecurities 380 Need For Control 380 Overcoming Inhibitors 381

Contents xv

Fostering Engagement 381 Deciding When to Engage Others 382 Deciding Whom to Engage 383 Deciding How to Engage Others 384 Review Of Engagement Principles 386

International Caveats 386

summarY 388

skill analYsis 389 Cases Involving Empowerment and Engagement 389

Minding the Store 389 Changing the Portfolio 390

skill Practice 391 Exercises for Empowerment 391

Executive Development Associates 391 Empowering Ourselves 395 Deciding to Engage Others 396

skill aPPlication 397 Activities for Empowerment and Engagement 397

Suggested Assignments 397 Application Plan and Evaluation 398

scoring keYs anD comParison Data 399

9 BuildiNg EffEctivE tEAMS ANd tEAMwork 401

skill assessment 402 Diagnostic Surveys for Building Effective Teams 402

Team Development Behaviors 402 Building Effective Teams and Teamwork 402

Diagnosing The Need For Team Building 402

skill learning 403 The Advantages of Teams 403

An Example of an Effective Team 407 Team Development 408

The Forming Stage 408 The Norming Stage 409 The Storming Stage 411 The Performing Stage 414

Leading Teams 417 Developing Credibility 417 Establish Smart Goals and Everest Goals 419 International Caveats 421

Team Membership 422 Advantageous Roles 422 Unproductive Roles 425 Providing Feedback 426 International Caveats 427

summarY 427

xvi Contents

skill analYsis 428 Cases Involving Building Effective Teams 428

The Tallahassee Democrat’s ELITE Team 428 The Cash Register Incident 431

skill Practice 432 Exercises in Building Effective Teams 432

Leadership Roles in Teams 432 Team Diagnosis and Team Development Exercise 433 Winning the War on Talent 435 Team Performance Exercise 437

skill aPPlication 439 Activities for Building Effective Teams 439

Suggested Assignments 439 Application Plan and Evaluation 440

scoring keYs anD comParison Data 440 Diagnosing the Need for Team Building 441

Comparison Data 441 Leadership Roles in Teams (Examples of Correct Answers) 441

10 lEAdiNg poSitivE chANgE 443

skill assessment 444 Diagnostic Surveys for Leading Positive Change 444 Leading Positive Change 444

Reflected Best-Self Feedback 444

skill learning 446 Ubiquitous and Escalating Change 447 The Need for Frameworks 447 A Framework for Leading Positive Change 449

Establishing A Climate of Positivity 452 Creating Readiness for Change 457 Articulating a Vision of Abundance 460 Generating Commitment to the Vision 463 Fostering Sustainability 466

summarY 469

skill analYsis 471 Cases Involving Leading Positive Change 471

Corporate Vision Statements 471 Jim Mallozzi: Implementing Positive Change in Prudential Real Estate and Relocation 477

skill Practice 481 Exercises in Leading Positive Change 481

Reflected Best-Self Portrait 481 Positive Organizational Diagnosis Exercise 482 A Positive Change Agenda 483

Contents xvii

skill aPPlication 483 Activities for Leading Positive Change 483

Suggested Assignments 483 Application Plan and Evaluation 484

scoring keYs anD comParison Data 485 Reflected Best-Self Feedback™ Exercise 485

PArt IV sPeCIfIC CoMMunICatIon skIlls 487

Module A MAkiNg orAl ANd writtEN prESENtAtioNS 489

skill learning 490 Making Oral and Written Presentations 490 Essential Elements of Effective Presentations 491

Formulate a Specific Strategy 491 Develop a Clear Structure 493 Support Your Points 495 Use an Enhancing Style 497 Style in Oral Communication 498 Style in Written Communication 501 Supplement your Presentation by Responding to Questions and Challenges 503

skill Practice 507 Exercises for Making Effective Oral and Written Presentations 507

Speaking as a Leader 507 Quality Circles at Battle Creek Foods 508

Observer’s Feedback form 515

Module B coNductiNg iNtErviEwS 517

skill learning 518 Planning and Conducting Interviews 518

Planning the Interview 519 Conducting the Interview 523

Specific Types of Organizational Interviews 527 Information-Gathering Interviews 527 Employment-Selection Interviews 527 Performance-Appraisal Interviews 528

skill Practice 532 Exercises for Conducting Special-Purpose Interviews 532

Evaluating the New Employee-Orientation Program 532 Performance-Appraisal Interview with Chris Jakobsen 535 Employment-Selection Interview at Smith Farley Insurance 542

Observer’s Feedback form 549

xviii Contents

Module c coNductiNg MEEtiNgS 551

skill learning 552 Conducting Effective Meetings: A Short Guide for Meeting Managers and Meeting Participants 552 The Five P s of Effective Meetings 552 Suggestions for Group Members 557

skill Practice 560 Exercises for Conducting Meetings 560

Preparing and Conducting a Team Meeting at SSS Software 560 Role Diagnosis 560 Meeting Evaluation Worksheet 561

SSS Software In-Basket Memos, E-Mails, Faxes, and Voice Mails 562

aPPenDIx I Glossary 571

aPPenDIx II referenCes 581

InDex 609

xix

new in this edition

• New to every Chapter Personal Inventory Assessments (P.I.A) • Chapter 2 now includes a major focus not only on managing stress but also on

how to enhance and encourage well-being. • Chapter 8 replaces the discussion on “delegation” with a focus on “engagement.” • Research continues to appear on factors that predict managerial effectiveness

and skillful performance. Therefore, we have updated references, studies, and examples to enhance each chapter’s currency.