TITLE......Page 2
COPYRIGHT......Page 3
TABLE OF CONTENTS......Page 4
PREFACE......Page 12
ABOUT THE AUTHOR......Page 14
PART I INTRODUCTION......Page 16
INDIVIDUAL STUDY......Page 18
SMALL-GROUP ACTIVITY......Page 19
ONE MORE TRAINING TOOL......Page 20
THE CASE STUDY APPROACH: USE AND VALUE......Page 21
THE LONE SHORTCOMING......Page 22
BASIC QUALIFICATIONS......Page 24
A FEW PERTINENT QUESTIONS......Page 25
THE MANAGER’S TWO HATS......Page 26
EVERY MANAGER AS A PROFESSIONAL MANAGER......Page 27
AUTHORITY: A CRITICAL ELEMENT......Page 28
BEHAVIOR VERSUS TREATMENT......Page 29
COMMUNICATION INITIATIVE......Page 30
JUST TWO?......Page 31
COMPASSION......Page 32
THE BALANCING ACT......Page 33
WHAT’S IMPORTANT TO THE MANAGER?......Page 36
AUTHORITY......Page 37
EMPLOYEE PROBLEMS AND PROBLEM EMPLOYEES......Page 38
RULES AND POLICIES......Page 39
THE RESPONSES......Page 40
A HEALTHY PROBLEM-SOLVING OUTLOOK......Page 42
SUMMARY: USING CASE STUDIES AND WHY......Page 43
PART II CASES......Page 46
CASE 1 MORE HELP NEEDED—NOW!......Page 48
CASE 2 UP FROM THE RANKS......Page 49
CASE 3 THE SILENT GROUP......Page 50
CASE 4 THE REPEAT OFFENDER......Page 51
CASE 5 A GOOD EMPLOYEE?......Page 53
CASE 6 THE CLINGING VINE......Page 55
CASE 7 THE INHERITED PROBLEM......Page 56
CASE 8 THE WELL-ENTRENCHED EMPLOYEE......Page 58
CASE 9 THE SENSITIVE EMPLOYEE......Page 60
CASE 10 THE ENEMY CAMPS......Page 62
CASE 11 THE TURNAROUND CHALLENGE......Page 64
CASE 12 ONE PERSON’S WORD AGAINST ANOTHER’S......Page 66
CASE 13 THE GROUCHY RECEPTIONIST......Page 68
CASE 14 WHAT’S THE TRUTH?......Page 70
CASE 15 IN A RUT......Page 72
CASE 16 THE UP-AND-DOWN PERFORMER......Page 74
CASE 17 I’LL GET AROUND TO IT......Page 76
CASE 18 THE ALTERNATE DAY OFF......Page 77
CASE 19 IF YOU WANT THINGS DONE WELL…......Page 78
CASE 20 SIXTY MINUTES OR LESS......Page 80
CASE 21 IS IT INSUBORDINATION?......Page 81
CASE 22 GET BACK TO YOU IN A MINUTE......Page 83
CASE 23 THE DELEGATED DIGGING......Page 85
CASE 24 THE SECOND CHANCE......Page 87
CASE 25 THE BUNGLED ASSIGNMENT......Page 88
CASE 26 IT ISN’T IN THE JOB DESCRIPTION......Page 90
CASE 27 DELAYED CHANGE OF COMMAND......Page 91
CASE 28 THE TIGHT DEADLINE......Page 92
CASE 29 TEN MINUTES TO SPARE?......Page 94
CASE 30 ASSIGNMENT AND REASSIGNMENT......Page 96
CASE 31 THE UNREQUESTED INFORMATION......Page 98
CASE 32 DID HE HAVE IT COMING?......Page 99
CASE 33 IT’S HIS JOB, NOT MINE......Page 100
CASE 34 I USED TO RUN THIS UNIT......Page 101
CASE 35 YOUR WORD AGAINST THE BOSS’S......Page 102
CASE 36 YOU’RE THE BOSS......Page 103
CASE 37 THE NEW BROOM......Page 104
CASE 38 NO BETTER THAN I USED TO BE?......Page 106
CASE 39 THE INCOMPATIBLE EMPLOYEES......Page 108
CASE 40 WHERE DOES THE TIME GO?......Page 109
CASE 41 SYLVIA’S CHOICE......Page 111
CASE 42 ULTIMATUM......Page 113
CASE 43 TO MOTIVATE THE UNMOVABLE......Page 114
CASE 44 WHO’S THE BOSS?......Page 116
CASE 45 BUT I’M REALLY SICK!......Page 118
CASE 46 ALL THAT EMPOWERMENT JAZZ......Page 119
CASE 47 WHY DOESN’T ANYONE TELL ME?......Page 120
CASE 48 THE DEDICATED HIP-SHOOTER......Page 122
CASE 49 THE PAPERWORK SIMPLY ISN’T IMPORTANT......Page 123
CASE 50 WHY SHOULD I ALWAYS GO THE EXTRA MILE?......Page 125
CASE 51 DON’T TELL THEM I SAID SO......Page 127
CASE 52 THE OIL-AND-WATER EMPLOYEES......Page 129
CASE 53 GETTING OFF THE FENCE: JUMP, FALL, OR PUSHED?......Page 131
CASE 54 THE VOCALLY UNHAPPY CAMPER......Page 132
CASE 55 TO MANAGE THE MANAGER......Page 134
CASE 56 THE WEEKLY STAFF MEETING......Page 136
CASE 57 WHERE ARE THEY WHEN I NEED THEM?......Page 137
CASE 58 THE UNNECESSARY TASK......Page 138
CASE 59 YOUR WASTEFUL FRIEND......Page 140
CASE 60 ONE BOSS TOO MANY......Page 141
CASE 61 HOW TIME FLIES......Page 143
CASE 62 YOUR UNHAPPY DUTY......Page 144
CASE 63 THE INDEPENDENT EMPLOYEE......Page 146
CASE 64 HERE WE GO AGAIN......Page 148
CASE 65 THE FORCEFUL ORGANIZER......Page 149
CASE 66 THE REQUESTED FAVOR......Page 150
CASE 67 BOSS? WHO NEEDS ONE?......Page 151
CASE 68 CHOICES......Page 152
CASE 69 SHORTAGE OF HELP......Page 153
CASE 70 WHO ANSWERS TO WHOM?......Page 154
CASE 71 WHEN DO YOU STOP BEING GENERAL?......Page 155
CASE 72 AN ACT OF NEGLIGENCE......Page 156
CASE 73 IT WASN’T MY DECISION......Page 157
CASE 74 THE DODGER......Page 158
CASE 75 YOURS, MINE, AND HOURS......Page 159
CASE 76 AN EXPENSIVE GAME......Page 160
CASE 77 THE RECLASSIFICATION REQUEST......Page 162
CASE 78 SEEKING THE LIMITS......Page 164
CASE 79 A PEER PROBLEM......Page 166
CASE 80 THE ORPHAN SUPPLIES......Page 168
CASE 81 THE EMPLOYEE WHO IS ALWAYS RIGHT......Page 170
CASE 82 THE DRILL SERGEANT......Page 172
CASE 83 THE TYRANT......Page 174
CASE 84 THE BUSY BOSS DELEGATES......Page 176
CASE 85 THE MANAGEMENT EXPERT......Page 178
CASE 86 NO LONGER PULLING HER WEIGHT......Page 180
CASE 87 SHE’S HAVING A ROUGH TIME......Page 182
CASE 88 DISCHARGE FOR CAUSE......Page 184
CASE 89 THE “DEMANDING” MANAGER......Page 186
CASE 90 THE UNCOOPERATIVE COLLEAGUE......Page 188
CASE 91 THE INFORMANT......Page 190
CASE 92 MANAGING THE DRAMA QUEEN......Page 192
CASE 93 THE HOLIDAY SWITCH......Page 194
CASE 94 THE ELUSIVE EMPLOYEE......Page 195
CASE 95 THIS PLACE OWES ME......Page 196
CASE 96 HE DIDN’T WORK OUT......Page 198
CASE 97 TAKE YOUR CHOICE......Page 200
CASE 98 WHY SHOULD I?......Page 201
CASE 99 THE DROP-IN VISITOR......Page 202
CASE 100 PROMOTION......Page 203
PART II RESPONSES......Page 204
RESPONSE 1 MORE HELP NEEDED—NOW!......Page 206
RESPONSE 2 UP FROM THE RANKS......Page 207
RESPONSE 3 THE SILENT GROUP......Page 208
RESPONSE 4 THE REPEAT OFFENDER......Page 209
RESPONSE 5 A GOOD EMPLOYEE?......Page 210
RESPONSE 6 THE CLINGING VINE......Page 211
RESPONSE 7 THE INHERITED PROBLEM......Page 212
RESPONSE 8 THE WELL-ENTRENCHED EMPLOYEE......Page 213
RESPONSE 9 THE SENSITIVE EMPLOYEE......Page 214
RESPONSE 10 THE ENEMY CAMPS......Page 215
RESPONSE 11 THE TURNAROUND CHALLENGE......Page 216
RESPONSE 12 ONE PERSON’S WORD AGAINST ANOTHER’S......Page 218
RESPONSE 13 THE GROUCHY RECEPTIONIST......Page 219
RESPONSE 14 WHAT’S THE TRUTH?......Page 220
RESPONSE 15 IN A RUT......Page 221
RESPONSE 16 THE UP-AND-DOWN PERFORMER......Page 222
RESPONSE 17 I’LL GET AROUND TO IT......Page 223
RESPONSE 18 THE ALTERNATE DAY OFF......Page 224
RESPONSE 19 IF YOU WANT THINGS DONE WELL…......Page 225
RESPONSE 20 SIXTY MINUTES OR LESS......Page 226
RESPONSE 21 IS IT INSUBORDINATION?......Page 227
RESPONSE 22 GET BACK TO YOU IN A MINUTE......Page 228
RESPONSE 23 THE DELEGATED DIGGING......Page 229
RESPONSE 24 THE SECOND CHANCE......Page 230
RESPONSE 25 THE BUNGLED ASSIGNMENT......Page 231
RESPONSE 26 IT ISN’T IN THE JOB DESCRIPTION......Page 232
RESPONSE 27 DELAYED CHANGE OF COMMAND......Page 234
RESPONSE 28 THE TIGHT DEADLINE......Page 235
RESPONSE 29 TEN MINUTES TO SPARE?......Page 236
RESPONSE 30 ASSIGNMENT AND REASSIGNMENT......Page 237
RESPONSE 31 THE UNREQUESTED INFORMATION......Page 238
RESPONSE 32 DID HE HAVE IT COMING?......Page 239
RESPONSE 33 IT’S HIS JOB, NOT MINE......Page 240
RESPONSE 34 I USED TO RUN THIS UNIT......Page 241
RESPONSE 35 YOUR WORD AGAINST THE BOSS’S......Page 242
RESPONSE 36 YOU’RE THE BOSS......Page 243
RESPONSE 37 THE NEW BROOM......Page 244
RESPONSE 38 NO BETTER THAN I USED TO BE?......Page 245
RESPONSE 39 THE INCOMPATIBLE EMPLOYEES......Page 246
RESPONSE 40 WHERE DOES THE TIME GO?......Page 247
RESPONSE 41 SYLVIA’S CHOICE......Page 248
RESPONSE 42 ULTIMATUM......Page 249
RESPONSE 43 TO MOTIVATE THE UNMOVABLE......Page 250
RESPONSE 44 WHO’S THE BOSS?......Page 251
RESPONSE 45 BUT I’M REALLY SICK!......Page 252
RESPONSE 46 ALL THAT EMPOWERMENT JAZZ......Page 253
RESPONSE 47 WHY DOESN’T ANYONE TELL ME?......Page 254
RESPONSE 48 THE DEDICATED HIP-SHOOTER......Page 255
RESPONSE 49 THE PAPERWORK SIMPLY ISN’T IMPORTANT......Page 256
RESPONSE 50 WHY SHOULD I ALWAYS GO THE EXTRA MILE?......Page 257
RESPONSE 51 DON’T TELL THEM I SAID SO......Page 258
RESPONSE 52 THE OIL-AND-WATER EMPLOYEES......Page 260
RESPONSE 53 GETTING OFF THE FENCE: JUMP, FALL, OR PUSHED?......Page 261
RESPONSE 54 THE VOCALLY UNHAPPY CAMPER......Page 262
RESPONSE 55 TO MANAGE THE MANAGER......Page 263
RESPONSE 56 THE WEEKLY STAFF MEETING......Page 264
RESPONSE 57 WHERE ARE THEY WHEN I NEED THEM?......Page 265
RESPONSE 58 THE UNNECESSARY TASK......Page 266
RESPONSE 59 YOUR WASTEFUL FRIEND......Page 267
RESPONSE 60 ONE BOSS TOO MANY......Page 268
RESPONSE 61 HOW TIME FLIES......Page 269
RESPONSE 62 YOUR UNHAPPY DUTY......Page 270
RESPONSE 63 THE INDEPENDENT EMPLOYEE......Page 271
RESPONSE 64 HERE WE GO AGAIN......Page 272
RESPONSE 65 THE FORCEFUL ORGANIZER......Page 273
RESPONSE 66 THE REQUESTED FAVOR......Page 274
RESPONSE 67 BOSS? WHO NEEDS ONE?......Page 275
RESPONSE 68 CHOICES......Page 276
RESPONSE 69 SHORTAGE OF HELP......Page 277
RESPONSE 70 WHO ANSWERS TO WHOM?......Page 278
RESPONSE 71 WHEN DO YOU STOP BEING GENERAL?......Page 279
RESPONSE 72 AN ACT OF NEGLIGENCE......Page 280
RESPONSE 73 IT WASN’T MY DECISION......Page 281
RESPONSE 74 THE DODGER......Page 282
RESPONSE 75 YOURS, MINE, AND HOURS......Page 283
RESPONSE 76 AN EXPENSIVE GAME......Page 284
RESPONSE 77 THE RECLASSIFICATION REQUEST......Page 285
RESPONSE 78 SEEKING THE LIMITS......Page 286
RESPONSE 79 A PEER PROBLEM......Page 287
RESPONSE 80 THE ORPHAN SUPPLIES......Page 289
RESPONSE 81 THE EMPLOYEE WHO IS ALWAYS RIGHT......Page 290
RESPONSE 82 THE DRILL SERGEANT......Page 291
RESPONSE 83 THE TYRANT......Page 292
RESPONSE 84 THE BUSY BOSS DELEGATES......Page 294
RESPONSE 85 THE MANAGEMENT EXPERT......Page 295
RESPONSE 86 NO LONGER PULLING HER WEIGHT......Page 296
RESPONSE 87 SHE’S HAVING A ROUGH TIME......Page 298
RESPONSE 88 DISCHARGE FOR CAUSE......Page 299
RESPONSE 89 THE “DEMANDING” MANAGER......Page 300
RESPONSE 90 THE UNCOOPERATIVE COLLEAGUE......Page 302
RESPONSE 91 THE INFORMANT......Page 303
RESPONSE 92 MANAGING THE DRAMA QUEEN......Page 304
RESPONSE 93 THE HOLIDAY SWITCH......Page 305
RESPONSE 94 THE ELUSIVE EMPLOYEE......Page 306
RESPONSE 95 THIS PLACE OWES ME......Page 307
RESPONSE 96 HE DIDN’T WORK OUT......Page 308
RESPONSE 97 TAKE YOUR CHOICE......Page 309
RESPONSE 98 WHY SHOULD I?......Page 310
RESPONSE 99 THE DROP-IN VISITOR......Page 311
RESPONSE 100 PROMOTION......Page 312
PART IV VARIATIONS AND CONCLUSIONS......Page 314
ROLE-PLAYS......Page 316
GROUP RESPONSES TO QUESTIONS......Page 317
A NEW PROBLEM-SOLVING OUTLOOK......Page 320
A BROADENED VIEW......Page 322
MATERIAL IS WHERE YOU FIND IT......Page 323
FACT IN FICTIONAL FORM......Page 324
KEEPING IT SIMPLE......Page 325
INDEX......Page 326