Table of Contents
Preface. Why Another Book About Management?
Acknowledgments
PART I: BUILDING THE MANAGEMENT FOUNDATION
Chapter 1. What Is Management?
Chapter 2. A Brief History of Management
The Industrial Revolution and the Division of Labor
The Study of Management Begins
Running with the Ball
Perhaps the Most Important Study of All
Chapter 3. The First Three Steps to Becoming a Good Manager
Step 1: Mind-Set
Step 2: Integrity
Step 3: Training
Chapter 4. Understanding the Importance of Customers
Losing Touch
Understanding External and Internal Customers
The Ten Commandments of Business Success
What Is Good Customer Service?
The Final Word
PART II: BASIC THOUGHTS AND THEORIES BEHIND MANAGEMENT
Chapter 5. Management Competencies and Styles
Managerial Competencies
Managerial Styles
To Recap
Chapter 6. Getting the Most from Employees
Tapping into the Workforce
Delegating Responsibility
The Employee-Customer Connection
Employee Empowerment
Summary
Chapter 7. Organizational Structures and Cultures
Bureaucratic and Adaptive Organizations
Organizational Cultures
Can Structure and Culture Be Changed?
Chapter 8. Managing Change
Preparing for Organizational Change
Understanding Resistance to Change
Building the Commitment to Change
Change Management: Some Examples
Chapter 9. Managing Conflict
The Value of Conflict
The Nature of Work-Related Conflict
Dealing with Conflict
Battling the Stress That Work and Conflict Create
Chapter 10. Managing Teams and Work Groups
Types of Teams
Developing a Functional Team
Overcoming the Obstacles of a Team
Chapter 11. Managing by Objectives
Goal Setting: A Three-Step Process
Management by Objectives (MBO)
Chapter 12. The Truth Behind Quality
Achieving Quality
Measuring Quality
Putting Quality into Action
Chapter 13. Ethics
Ethical Behavior
Four Levels of Organizational Ethics
Unethical versus Ethical Decision Making
The Bottom Line
Chapter 14. Leadership
Leadership versus Management
Leadership: Abilities and Action
Coming to Grips with Leadership Theory
The Nature of Leadership
Chapter 15. Management: Theory versus Practice
Maintaining a Balanced Perspective
A Practical Example
Chapter 16. Managing in Different Cultures
Culture and Human Behavior
Errors in Cultural Perceptions
Culture Shock
Communicating in Different Cultures
In Conclusion
PART III: THE BASIC SKILLS OF MANAGEMENT
Chapter 17. Managerial Decision Making and Problem Solving
Making Up Your Mind
Good Problem Solving and Decision Making: A Step-by-Step Approach
Practices to Avoid When Making Decisions
Chapter 18. Managing Time
Understanding Effective Time Management
Tips for Maximizing Your Time
The End Game: Making Life Easier
Chapter 19. Dealing with People in the Workplace
Understanding Employee Behavior: Four Theories
Corrective Communication
Behavior Modification
Summing Up
Chapter 20. Oral Communication in the Workplace
Dealing with Difficulties As They Arise
A Few Communication Basics
A Final Tip
Chapter 21. Written Business Communication
The Roles of Business Writing
Forms of Business Writing
Tips for Business Writing
In Conclusion
Chapter 22. Presenting Yourself and Your Ideas: Mastering the Skills of a Presentation
The All-Important Goal: Communication
Making or Breaking a Presentation
One Final Thought
Chapter 23. Making Meetings Matter
Ten Steps for Planning a Successful Meeting
Chapter 24. An Outline for Project or Program Planning
PART IV: THE BASICS OF BUSINESS
Chapter 25. Knowing Your Project
Product Levels
Understanding What Your Customers Want
Confronting Competition
Know Your Market
Chapter 26. Competitive Advantage Strategy
Types of Strategies
Matching Strategy to the Business
Chapter 27. The Importance of Marketing
The Basics of Marketing
The Marketing Mix
The Promotion Mix
Product Life Cycle
Some Marketing Tips
Chapter 28. Tools for Developing External and Internal Customers
Establishing an External Customer Database
Monitoring Your Internal Customers
Chapter 29. Pricing
Facts About Pricing
The Pricing Process
Summing Up Pricing
Chapter 30. Business Marketing and Promotion: A Checklist
In-House Marketing
Out-of-House Marketing
Tips for Marketing That Obtains Results
Chapter 31. Advice
The PIG Dance—Discussion versus Action
Ideas for Improving Your Business
A Business No-No: Living in the Short Term
Chapter 32. An A-to-Z Business Success Primer
The Basics
An Analogy
Glossary
Bibliography
Index
Reference Notes Included
199 pages, Paperback
