A Manager’s Guide to Human Behavior

Contents......Page 6
About This Course......Page 12
How to Take This Course......Page 14
Introduction......Page 16
Pre-Test......Page 20
Introduction......Page 26
Organizations as Systems......Page 27
Employees as Stakeholders in the System......Page 28
Learning Organizations......Page 29
The Role of Engaged Employees......Page 30
Mission, Vision, and Strategy: How Are They Different?......Page 32
Step One: Gather Information......Page 33
Step Three: Have Genuine and Sincere Interactions......Page 34
Why Learn About Human Behavior?......Page 35
The Difference Between Management and Leadership......Page 36
The Role of a Leader......Page 37
Integrating Leadership Ability into Management......Page 39
Recap......Page 41
Review Questions......Page 43
Introduction......Page 46
The Importance of Self-Awareness......Page 47
Building Self-Awareness......Page 49
Emotional Intelligence: Its Importance for Managers......Page 50
What Motivates You?......Page 51
What Is Your Self-Perception?......Page 53
Using the Johari Window......Page 54
Enhancing Self-Awareness Through the Use of Feedback......Page 56
Multi-Source Feedback......Page 57
Personality Assessments......Page 58
Process of Personal Change......Page 61
Five Steps to Achieving Change......Page 62
Achieving Change Over Time......Page 64
Action Plan......Page 65
Recap......Page 66
Review Questions......Page 67
Introduction......Page 68
Can a Manager Really Influence Human Behavior?......Page 69
Theories of Motivation......Page 70
Integrating Motivation Theories for Application in the Real World......Page 71
Why Are There So Many Different Theories of Motivation?......Page 73
Needs Theories......Page 74
Process Theories......Page 78
Management Implications......Page 81
Recap......Page 82
Review Questions......Page 83
Introduction......Page 84
Managers as Communicators......Page 85
What Is Communication?......Page 86
The Communication Cycle......Page 87
Non-Verbal Communication......Page 89
The Role of Communication in Influencing Others......Page 91
Characteristics of Assertive Communication......Page 92
Noise......Page 94
Language and Cultural Differences......Page 96
Differing and Distorted Perceptions......Page 97
Strong Emotions......Page 99
Active Listening......Page 100
Inability to Give Useful and Truthful Feedback......Page 103
Action Plan......Page 104
Recap......Page 105
Review Questions......Page 106
Introduction......Page 108
Performance Management versus Performance Appraisal......Page 109
Define – Set Goals and Expectations......Page 111
Develop – Enable Employees to Succeed......Page 114
Review – Gather Information and Document......Page 119
Reinforce – Reward, Recognize, and Sustain Desired Behaviors......Page 124
The Dual Roles of a Manager......Page 125
Communicating Performance Standards and Expectations......Page 127
Recap......Page 128
Review Questions......Page 130
Introduction......Page 132
What Is a Group?......Page 133
Types of Teams......Page 134
Characteristics of Effective Teams......Page 135
Establishing a Team’s Direction and Charter......Page 138
Members Play Healthy Roles......Page 140
Open Communication......Page 141
Team Leadership Functions......Page 143
Roles Team Members Play......Page 144
Evaluating Team Roles......Page 149
The Levels of Decision Making......Page 150
The Phases of Team Decision Making......Page 151
Inspire Team Leaders to Emerge......Page 152
Team Building......Page 153
Individual Approaches to Conflict......Page 154
Recap......Page 157
Review Questions......Page 159
Introduction......Page 160
Why Do Organizations Change?......Page 161
The Manager’s Role in the Change Process......Page 163
How People Are Affected by Change......Page 164
How to Handle Resistance......Page 166
The Change Process......Page 173
Systems Change......Page 174
Change Process Model......Page 175
Action Plan......Page 177
Recap......Page 178
Review Questions......Page 179
Introduction......Page 182
What Is Leadership?......Page 183
Engaging Employees......Page 185
The Role of Trust......Page 186
Transactional Leadership......Page 188
Transformational Leadership......Page 189
Integrating Transactional and Transformational Leadership......Page 193
Becoming a Better Leader......Page 194
Leadership Development......Page 195
Linking Leadership to Learning Organizations......Page 197
Action Plan......Page 198
Recap......Page 199
Review Questions......Page 200
Introduction......Page 202
Gaining Perspective......Page 203
Case Study: A Trip to the Bank......Page 204
Your Role in Shaping the Work Environment......Page 205
Why Bother with Organizational Culture?......Page 207
Definitions and Elements of Organizational Culture......Page 208
Influencing Culture......Page 212
Organizational Development......Page 214
Metrics for Effectiveness......Page 217
Recap......Page 220
Review Questions......Page 222
Bibliography......Page 224
C......Page 230
O......Page 231
T......Page 232
W......Page 233
Post-Test......Page 234
C......Page 240
I......Page 241
O......Page 242
S......Page 243
Y......Page 244