net Full-Circle Learning MyLab™: Learning Full Circle for Marketing, Management, Business Communication, Intro to Business, and MIS BEFORE CLASS DSM's, pre-lecture homework, eText Writing MyLab AFTER Space,Video Decision CLASS Cases, Quiz- Sims,Videos, DURING zes/Tests and Learning CLASS Catalytics www.net This page intentionally left blank www.net MyManagementLab : Improves Student ® Engagement Before, During, and After Class Prep and Engagement • 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 Decision Making the associated consequences of those decisions. Critical Thinking • 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 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.net This page intentionally left blank www.net Developing Management Skills Ninth Edition G L O B A L E DITIO N David A. Whetten Brigham Young University Kim S. Cameron University of Michigan 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 www.net Vice President, Business Publishing: Donna Battista Creative Director: Blair Brown Editor-in-Chief: Stephanie Wall Senior Manufacturing Controller, Global Editions: Acquisitions Editor: Kris Ellis-Levy Trudy Kimber Acquisitions Editor, Global Editions: Vrinda Malik Senior Art Director: Janet Slowik Associate Project Editor, Global Editions: Paromita Banerjee Interior and Cover Designer: Integra Software Services Program Manager Team Lead: Ashley Santora Pvt.
Program Manager: Sarah Holle Cover Image: © ILYA AKINSHIN/Shutterstock Editorial Assistant: Bernard Ollila Vice President, Director of Digital Strategy & Assessment: Vice President, Product Marketing: Maggie Moylan Paul Gentile Director of Marketing, Digital Services and Products: Manager of Learning Applications: Paul Deluca Jeanette Koskinas Digital Editor: Brian Surette Executive Product Marketing Manager: Anne Fahlgren Digital Studio Manager: Diane Lombardo Field Marketing Manager: Lenny Ann Raper Digital Studio Project Manager: Robin Lazrus Senior Strategic Marketing Manager: Erin Gardner Digital Studio Project Manager: Alana Coles Project Manager Team Lead: Judy Leale Digital Studio Project Manager: Monique Lawrence Project Manager: Becca Groves Digital Studio Project Manager: Regina DaSilva Operations Specialist: Diane Peirano Media Production Manager, Global Editions: Vikram Kumar Senior Manufacturing Controller, Global Editions: Full-Service Project Management and Composition: Trudy Kimber Integra Software Services Pvt. Pearson Education Limited Edinburgh Gate Harlow Essex CM20 2JE England and Associated Companies throughout the world Visit us on the World Wide Web at: www.com © Pearson Education Limited 2016 The rights of David A. Whetten and Kim S. Cameron to be identified as the authors of this work have been asserted by them in accordance with the Copyright, Designs and Patents Act 1988.
Authorized adaptation from the United States edition, entitled Developing Management Skills, 9th Edition, ISBN 978-0-133-12747-8 by David A. Whetten and Kim S. Cameron, published by Pearson Education © 2016. All rights reserved.
No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording or otherwise, without either the prior written permission of the publisher or a license permitting restricted copying in the United Kingdom issued by the Copyright Licensing Agency Ltd, Saffron House, 6–10 Kirby Street, London EC1N 8TS. All trademarks used herein are the property of their respective owners. The use of any trademark in this text does not vest in the author or publisher any trademark ownership rights in such trademarks, nor does the use of such trademarks imply any affiliation with or endorse- ment of this book by such owners. ISBN 10: 1-29-209748-5 ISBN 13: 978-1-292-09748-0 British Library Cataloguing-in-Publication Data A catalogue record for this book is available from the British Library 10 9 8 7 6 5 4 3 2 1 Typeset in 10/12 Weidemann-Book by Integra Software Services Printed and bound by Vivar in Malaysia www.net B r i e f Ta b l e o f C o n t e n t s Preface 19 Introduction 25 Part I Personal Skills 59 1 Developing Self-Awareness 61 2 Managing Stress and Well-Being 109 3 Solving Problems Analytically and Creatively 157 Part II Interpersonal Skills 211 4 Building Relationships by Communicating Supportively 213 5 Gaining Power and Influence 251 6 Motivating Others 287 7 Managing Conflict 329 Part III Group Skills 387 8 Empowering and Engaging Others 389 9 Building Effective Teams and Teamwork 425 10 Leading Positive Change 467 Part IV Specific Communication Skills 511 Module A Making Oral and Written Presentations 513 Module B Conducting Interviews 541 Module C Conducting Meetings 575 Appendix I Glossary 595 Appendix II References 605 Index 633 5 www.net This page intentionally left blank www.net Contents Preface 19 Introduction 25 The Critical Role of Management Skills 27 The Importance of Competent Managers 28 The Skills of Effective Managers 29 What Are Management Skills? 30 Improving Management Skills 31 An Approach to Skill Development 31 Leadership and Management 33 Contents of the Book 35 Organization of the Book 36 Diversity and Individual Differences 37 Summary 38 Supplementary Material 39 Diagnostic Survey and Exercises 39 Personal Assessment of Management Skills (PAMS) 39 What Does It Take to Be an Effective Manager? 43 SSS Software In-Basket Exercise 45 Scoring Key And Comparison Data 56 Personal Assessment of Management Skills 56 Scoring Key 56 Comparison Data 57 What Does It Take to Be an Effective Manager? 57 SSS Software In-Basket Exercise 57 Part I Personal Skills 59 1 Developing Self-Awareness 61 Skill Assessment 62 Diagnostic Surveys for Developing Self-Awareness 62 Developing Self-Awareness 62 The Defining Issues Test 62 7 www.net Cognitive Style Indicator 66 Tolerance of Ambiguity Scale 66 Core Self-Evaluation Scale (CSES) 67 Skill Learning 68 Key Dimensions of Self-Awareness 68 The Enigma of Self-Awareness 69 The Sensitive Line 69 Understanding and Appreciating Individual Differences 71 Important Areas of Self-Awareness 71 Emotional Intelligence 73 Values 75 Ethical Decision Making 81 Cognitive Style 83 Attitudes Toward Change 85 Core Self-Evaluation 87 Summary 89 Skill Analysis 91 Cases Involving Self-Awareness 91 Communist Prison Camp 91 Computerized Exam 93 Decision Dilemmas 94 Skill Practice 96 Exercises for Improving Self-Awareness Through Self-Disclosure 96 Through the Looking Glass 96 Diagnosing Managerial Characteristics 97 An Exercise for Identifying Aspects of Personal Culture: A Learning Plan and Autobiography 99 Skill Application 101 Activities for Developing Self-Awareness 101 Suggested Assignments 101 Application Plan and Evaluation 102 Scoring Keys and Comparison Data 103 The Defining Issues Test 103 Escaped Prisoner 103 The Doctor’s Dilemma 103 The Newspaper 104 Cognitive Style Indicator 104 Scoring Key 104 Comparison Data 105 Tolerance of Ambiguity Scale 105 Scoring Key 105 Comparison Data 106 Core Self-Evaluation Scale 106 Scoring Key 106 Comparison Data 107 8 Contents www.net 2 Managing Stress and Well-Being 109 Skill Assessment 110 Diagnostic Surveys for Managing Stress and Well-Being 110 Managing Stress and Well-Being 110 Social Readjustment Rating Scale 110 Social Readjustment Rating Scale 112 Sources of Personal Stress 113 Flourishing Scale 114 Skill Learning 114 Managing Stress and Fostering Well-Being 114 Major Elements of Stress 115 Coping with Stress 116 Managing Stressors 118 Eliminating Stressors 119 Eliminating Time Stressors Through Time Management 119 Eliminating Encounter Stressors Through Community, Contribution, and Emotional Intelligence 124 Eliminating Situational Stressors Through Work Redesign 127 Eliminating Anticipatory Stressors Through Prioritizing, Goal Setting, and Small Wins 128 Developing Resiliency and Well-Being 130 Life Balance 130 Psychological Resiliency 131 Temporary Stress-Reduction Techniques 136 Summary 137 Skill Analysis 138 Cases Involving Stress Management 138 The Turn of the Tide 138 The Case of the Missing Time 141 Skill Practice 145 Exercises for Long-Term and Short-Run Stress Management and Well-Being 145 The Small-Wins Strategy 145 Life-Balance Analysis 147 Deep Relaxation 149 Monitoring and Managing Time 150 Generalized Reciprocity 151 Skill Application 152 Activities for Managing Stress 152 Suggested Assignments 152 Application Plan and Evaluation 153 Scoring Keys and Comparison Data 154 Social Readjustment Rating Scale 154 Comparison Data 154 Sources of Personal Stress 155 Flourishing Scale 155 Comparison Data 155 Contents 9 www.net 3 Solving Problems Analytically and Creatively 157 Skill Assessment 158 Diagnostic Surveys for Creative Problem Solving 158 Problem Solving, Creativity, and Innovation 158 Solving Problems Analytically and Creatively 158 How Creative Are You? © 158 Innovative Attitude Scale 160 Creative Style Assessment 161 Skill Learning 163 Problem Solving, Creativity, and Innovation 163 Steps in Analytical Problem Solving 163 Defining the Problem 164 Generating Alternatives 165 Evaluating Alternatives 165 Implementing the Solution 166 Limitations of the Analytical Problem-Solving Model 166 Impediments to Creative Problem Solving 167 Multiple Approaches to Creativity 167 Conceptual Blocks 172 Percy Spencer’s Magnetron 172 Spence Silver’s Glue 173 The Four Types of Conceptual Blocks 173 Review of Conceptual Blocks 181 Conceptual Blockbusting 181 Stages in Creative Thought 181 Methods for Improving Problem Definition 182 Ways to Generate More Alternatives 186 International Caveats 189 Hints for Applying Problem-Solving Techniques 190 Fostering Creativity in Others 190 Management Principles 190 Summary 194 Skill Analysis 196 Cases Involving Problem Solving 196 Coke versus Pepsi 196 Creativity at Apple 197 Skill practice 199 Exercises for Applying Conceptual Blockbusting 199 Individual Assignment—Analytical Problem Solving (10 minutes) 199 Team Assignment—Creative Problem Solving (20 minutes) 200 Moving Up in the Rankings 201 Keith Dunn and McGuffey’s Restaurant 202 Creative Problem-Solving Practice 206 Skill Application 206 Activities for Solving Problems Creatively 206 Suggested Assignments 206 Application Plan and Evaluation 207 10 Contents www.net Scoring Keys and Comparison Data 208 How Creative Are You?© 208 Scoring Key 208 Comparison Data 209 Innovative Attitude Scale 209 Comparison Data 209 Creative Style Assessment 210 Scoring Key 210 Comparison Data 210 Part II Interpersonal Skills 211 4 Building Relationships by Communicating Supportively 213 Skill Assessment 214 Diagnostic Surveys for Supportive Communication 214 Skill Learning 214 Building Positive Interpersonal Relationships 214 The Importance of Effective Communication 215 The Focus on Accuracy 216 What is Supportive Communication? 217 Coaching and Counseling 219 Coaching and Counseling Issues 219 Defensiveness and Disconfirmation 221 Principles of Supportive Communication 221 Supportive Communication Is Based on Congruence, Not Incongruence 221 Supportive Communication Is Descriptive, Not Evaluative 222 Supportive Communication Is Problem-Oriented, Not Person-Oriented 225 Supportive Communication Validates Rather Than Invalidates Individuals 226 Supportive Communication Is Specific (Useful), Not Global (Nonuseful) 228 Supportive Communication is Conjunctive, Not Disjunctive 229 Supportive Communication Is Owned, Not Disowned 229 Supportive Communication Requires Supportive Listening, Not One-Way Message Delivery 230 The Personal Management Interview 235 International Caveats 238 Summary 238 Skill Analysis 240 Cases Involving Building Positive Relationships 240 Find Somebody Else 240 Rejected Plans 241 Skill Practice 243 Exercises for Diagnosing Communication Problems and Fostering Understanding 243 United Chemical Company 243 Byron vs.
Thomas 245 Active Listening Exercise 247 Contents 11 www.net Skill Application 248 Activities For Communicating Supportively 248 Suggested Assignments 248 Application Plan and Evaluation 249 Scoring Keys and Comparison Data 250 5 Gaining Power and Influence 251 Skill Assessment 252 Skill Learning 252 Building a Strong Power Base and Using Influence Wisely 252 Is Power A Four-Letter Word?