PREFACE iii
LEARNING TO BECOME A MASTER MANAGER ix
INTRODUCTION The Competing Values Approach to Management 1
WHAT “BECOMING” A MASTER MANAGER MEANS 1
THE EVOLUTION OF MANAGEMENT MODELS 4
Early Twentieth Century: The Emergence of the Rational Goal Model And The Internal Process Model 4
Early to Mid-Twentieth Century: The Emergence of the Human Relations Model 7
Late to Mid-Twentieth Century: The Emergence of the Open Systems Model 7
Late Twentieth Century: The Emergence of Complexity and Integrative Assumptions 9
Early Twenty-First Century: Paradox, Connectivity, Sustainability, and Positive Organizations 10
THE COMPETING VALUES FRAMEWORK 11
Integrating Ideas About Effectiveness 11
The Use of Opposing Models 12
Behavioral Complexity and The Effectiveness of Managerial Leaders 13
Action Imperatives and Competencies for Managers 14
MODULE 1 Creating and Sustaining Commitment and Cohesion 19
UNDERSTANDING SELF AND OTHERS 20
Assessment 1: Anchors and Oars 20
Assessment 2: Your Character as a Leader 21
Learning: Understanding Self and Others 23
Analysis: Use the Johari Window to Analyze Behavior 29
Practice: How to Receive Feedback 30
Application: Solicit Feedback 30
COMMUNICATING HONESTLY AND EFFECTIVELY 32
Assessment: Communication Skills 32
Learning: Communicating Honestly and Effectively 32
Analysis: Using the Left-Hand Column to Develop Your Communication Skills 38
Practice: Using Reflective Listening to Move Thoughts and Feelings to the Right-Hand Column: The Case of Stacy Brock and Terry Lord 38
Application: Developing Your Reflective Listening Skills 39
MENTORING AND DEVELOPING OTHERS 39
Assessment: Assumptions about Performance Evaluations 39
Learning: Mentoring and Developing Others 40
Analysis: United Chemical Company 47
Practice: What Would You Include in the Performance Evaluation? 49
Application: Developing Your Capacity to Develop Others 49
MANAGING GROUPS AND LEADING TEAMS 50
Assessment: Are You a Team Player? 50
Learning: Managing Groups and Leading Teams 51
Analysis: Stay-Alive Inc. 61
Practice: Ethics Task Force 61
Application: Team-Building Action Plan 62
MANAGING AND ENCOURAGING CONSTRUCTIVE CONFLICT 63
Assessment: How Do You Handle Conflict? 63
Learning: Managing and Encouraging Constructive Conflict 64
Analysis: Zack’s Electrical Parts 71
Practice: Win as Much as You Can 72
Application: Managing Your Own Conflicts 73
MODULE 2 Establishing and Maintaining Stability and Continuity 78
ORGANIZING INFORMATION FLOWS 79
Assessment: Identifying Data Overload and Information Gaps 79
Learning: Organizing Information Flows 80
Analysis: Deciding What to Do with Data Inflows Using the Traffing Method 85
Practice: Making Messages Clear, Concise, and Complete 86
Application: Directing Your Own Data and Information Traffic 86
WORKING AND MANAGING ACROSS FUNCTIONS 87
Assessment: Mapping Your Organization 87
Learning: Working and Managing Across Functions 88
Analysis: Errors in the Design? 93
Practice: Student Orientation 93
Application: Examining a Cross-Functional Team 94
PLANNING AND COORDINATING PROJECTS 94
Assessment: Project Planning 94
Learning: Planning and Coordinating Projects 95
Analysis: Planning a Training Course 104
Practice: The Job Fair 106
Application: Managing Your Own Project 106
MEASURING AND MONITORING PERFORMANCE AND QUALITY 107
Assessment: Identifying Appropriate Performance Criteria 107
Learning: Measuring and Monitoring Performance and Quality 107
Analysis: Improving Performance in the Health Care Industry 112
Practice: Developing Education Performance Metrics 113
Application: Developing Performance Metrics for Your Job 114
ENCOURAGING AND ENABLING COMPLIANCE 114
Assessment: Reactions to Methods of Encouraging Compliance 114
Learning: Encouraging and Enabling Compliance 115
Analysis: Strategies Used by the United States to Increase Compliance 122
Practice: Moving Compliance Outside the Workforce 122
Application: Your Organization’s Compliance Policies and Practices 123
MODULE 3 Improving Productivity and Increasing Profitability 127
DEVELOPING AND COMMUNICATING A VISION 128
Assessment: How You Develop and Communicate Vision 128
Learning: Developing and Communicating a Vision 128
Analysis: Doug Fecher, Wright-Patt Credit Union 134
Practice: Crafting Your Leadership Story 136
Application: Envisioning Your Career 137
SETTING GOALS AND OBJECTIVES 137
Assessment: Identifying Your Personal Goals 137
Learning: Setting Goals and Objectives 138
Analysis: Objectives Don’t Work for Me 144
Practice: Creating an Implementation Plan 146
Application: Evaluating the Use of Goal Setting in Your Organization 146
MOTIVATING SELF AND OTHERS 147
Assessment: When Are You the Most Motivated and Productive? 147
Learning: Motivating Self and Others 147
Analysis: From Motivated to Demotivated in 60 Seconds 155
Practice: Empowerment and Engagement 156
Application: When Are You and Your Colleagues the Most Motivated and Productive? 158
DESIGNING AND ORGANIZING 159
Assessment: Assessing Organizational Culture 159
Learning: Designing and Organizing 159
Analysis: Responding to Environmental Challenges 170
Practice: USPS: Prescribe a Possible Future 170
Application: Understanding the Design of Your Company 171
MANAGING EXECUTION AND DRIVING FOR RESULTS 171
Assessment: Your Leadership Task Orientation 171
Learning: Managing Execution and Driving for Results 172
Analysis: Execution and Results in a Crisis Situation 179
Practice: Examining the Impact of a New CEO on Execution and Results 179
Application: Know Your Time 180
Module 3: Compete-Focused Competency Evaluation Matrix 180
MODULE 4 Promoting Change and Encouraging Adaptability 184
USING POWER AND INFLUENCE ETHICALLY AND EFFECTIVELY 185
Assessment: Who Is Powerful? 185
Learning: Using Power Ethically and Effectively 185
Analysis: “I Hope You Can Help Me Out”: Don Lowell Case Study 193
Practice: The Big Move 194
Application: Building Your Power Base by Changing Your Influence Strategy 195
CHAMPIONING AND SELLING NEW IDEAS 196
Assessment: The Presenter’s Touch: You May Have It but Not Know It 196
Learning: Championing and Selling New Ideas 196
Analysis: Applying Communication Tools to Evaluate a Presentation 206
Practice: Improving a Memo Requesting Additional Personnel 206
Application: You Be the Speaker 207
FUELING AND FOSTERING INNOVATION 208
Assessment: Are You a Creative Thinker? 208
Learning: Fueling and Fostering Innovation 209
Analysis: Creativity and Managerial Style 215
Practice: Encouraging Creative Thinking 216
Application 1: Import an Idea 216
Application 2: New Approaches to the Same Old Problem 217
NEGOTIATING AGREEMENT AND COMMITMENT 217
Assessment: How Effective Are You at Negotiating Agreement? 217
Learning: Negotiating Agreement and Commitment 218
Analysis: Your Effectiveness as a Negotiator 222
Practice: Standing on the Firing Line 223
Application: Negotiating at Work 225
IMPLEMENTING AND SUSTAINING CHANGE 225
Assessment: Changes in My Organization 225
Learning: Implementing and Sustaining Change 226
Analysis: Reorganizing the Legal Division 234
Practice: Understanding Your Own Influence 235
Application: Planning a Change 236
CONCLUSION Integration and the Road to Mastery 239
Assessment: Reexamining Your Personal Competencies 240
Learning: Integration and the Road to Mastery 241
Analysis: Looking for Behavioral Complexity and Lift 251
Practice 1: Generating Lift to Support a Planned Change 252
Practice 2: Developing Virtuous Habits 252
Application: Your Strategy for Mastery 253
INDEX I-1
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