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Organizational Behavior, 11th edition

Book Description

Known throughout the world for sound pedagogy, research, and theory and well-loved for a rich framework of personal and organizational skills, Organizational Behavior presents students with a full portfolio of skills that will enable them to thrive in whatever area of business they eventually choose. The authors' new Eleventh Edition places emphases on ethics, leadership, and sustainability—with the same organization, content, and cohesive voice that guides students in the right direction.

Table of Contents

  1. Copyright
  2. about the authors
  3. preface
  4. about this book
    1. Organization
      1. Organization
      2. Content
      3. Ethics Focus
      4. Research Focus
      5. Leadership Focus
      6. Applications Focus
      7. Pedagogy
      8. The OB Skills Workbook
      9. New Student and Instructor Support
      10. Videos
      11. WileyPLUS
  5. contributors
    1. Cases for Critical Thinking
      1. Cases for Critical Thinking
      2. Experiential Exercises and Self-Assessment Inventories
  6. acknowledgments
  7. Organizational Behavior, 11e
    1. CHAPTER OPENERS
      1. CHAPTER OPENERS
      2. LEADERS ON LEADERSHIP
      3. MASTERING MANAGEMENT
      4. BRIEF CONTENTS
      5. OB SKILLS WORKBOOK
  8. Organizational Behavior, 11e Special Features
    1. ETHICS IN OB
      1. ETHICS IN OB
      2. RESEARCH INSIGHT
  9. OB Skills Workbook
    1. SELF-ASSESSMENTS
      1. SELF-ASSESSMENTS
      2. EXPERIENTIAL EXERCISES
      3. CASES FOR CRITICAL THINKING
      4. OB MODULES ONLINE
  10. 1. Introducing Organizational Behavior
    1. 1.1. Introducing Organizational Behavior
      1. 1.1.1. Importance of Organizational Behavior
      2. 1.1.2. Scientific Foundations of Organizational Behavior
      3. 1.1.3. Shifting Paradigms of Organizational Behavior
    2. 1.2. Organizations as Work Settings
      1. 1.2.1. Organizational Purpose, Mission, and Strategy
      2. 1.2.2. Organizational Environments and Stakeholders
      3. 1.2.3. Organizational Cultures
      4. 1.2.4. Diversity and Multiculturalism
    3. 1.3. Organizational Behavior and Management
      1. 1.3.1. The Management Process
      2. 1.3.2. Managerial Activities, Roles, and Networks
      3. 1.3.3. Managerial Skills and Competencies
      4. 1.3.4. Moral Management
    4. 1.4. Learning about Organizational Behavior
      1. 1.4.1. Learning and Experience
      2. 1.4.2. Learning Styles
      3. 1.4.3. Learning Guide to Organizational Behavior 11/E
    5. 1.5. Resources in The OB Skills Workbook
    6. 1.6. Chapter 1 study guide: Summary Questions and Answers
    7. 1.7. Key Terms
    8. 1.8. Self-Test 1
      1. 1.8.1. Multiple Choice
      2. 1.8.2. Short Response
      3. 1.8.3. Applications Essay
  11. 2. Individual Differences, Values, and Diversity
    1. 2.1. Individual Differences
      1. 2.1.1. Self-Awareness and Awareness of Others
      2. 2.1.2. Components of Self
      3. 2.1.3. Development of Self
    2. 2.2. Personality
      1. 2.2.1. Big Five Personality Traits
      2. 2.2.2. Social Traits
      3. 2.2.3. Personal Conception Traits
      4. 2.2.4. Emotional Adjustment Traits
    3. 2.3. Personality and Stress
      1. 2.3.1. Sources of Stress
      2. 2.3.2. Outcomes of Stress
      3. 2.3.3. Managing Stress
    4. 2.4. Values
      1. 2.4.1. Sources of Values
      2. 2.4.2. Types of Values
      3. 2.4.3. Values across National Cultures
    5. 2.5. Diversity
      1. 2.5.1. Importance of Diversity
      2. 2.5.2. Types of Diversity
      3. 2.5.3. Valuing and Supporting Diversity
    6. 2.6. Resources in The OB Skills Workbook
    7. 2.7. Chapter 2 study guide: Summary Questions and Answers
    8. 2.8. Key Terms
    9. 2.9. Self-Test 2
      1. 2.9.1. Multiple Choice
      2. 2.9.2. Short Response
      3. 2.9.3. Applications Essay
  12. 3. Emotions, Attitudes, and Job Satisfaction
    1. 3.1. Foundations of Emotions and Moods
      1. 3.1.1. Emotions
      2. 3.1.2. Emotional Intelligence
      3. 3.1.3. Types of Emotions
      4. 3.1.4. Moods
    2. 3.2. Emotions and Moods in Organizations
      1. 3.2.1. Emotion and Mood Contagion
      2. 3.2.2. Emotional Labor
      3. 3.2.3. Emotions and Moods across Cultures
      4. 3.2.4. Emotions and Moods as Affective Events
      5. 3.2.5. Functions of Emotions and Moods
    3. 3.3. Attitudes
      1. 3.3.1. Components of Attitudes
      2. 3.3.2. Attitudes and Behavior
      3. 3.3.3. Attitudes and Cognitive Consistency
      4. 3.3.4. Types of Job Attitudes
    4. 3.4. Job Satisfaction
      1. 3.4.1. Components of Job Satisfaction
      2. 3.4.2. Job Satisfaction Findings
      3. 3.4.3. Job Satisfaction and Behavior
      4. 3.4.4. Job Satisfaction and Performance
    5. 3.5. Resources in The OB Skills Workbook
    6. 3.6. Chapter 3 study guide: Summary Questions and Answers
    7. 3.7. Key Terms
    8. 3.8. Self-Test 3
      1. 3.8.1. Multiple Choice
      2. 3.8.2. Short Response
      3. 3.8.3. Applications Essay
  13. 4. Perception, Attribution, and Learning
    1. 4.1. The Perception Process
      1. 4.1.1. Factors Influencing Perception
      2. 4.1.2. Stages of the Perception Process
      3. 4.1.3. Perception and Impression Management
      4. 4.1.4. Social Networks
    2. 4.2. Common Perceptual Distortions
      1. 4.2.1. Stereotypes
      2. 4.2.2. Halo Effects
      3. 4.2.3. Selective Perception
      4. 4.2.4. Projection
      5. 4.2.5. Contrast Effects
      6. 4.2.6. Self-Fulfilling Prophecies
    3. 4.3. Perception and Attribution
      1. 4.3.1. Importance of Attributions
      2. 4.3.2. Attribution Errors
      3. 4.3.3. Attributions across Cultures
      4. 4.3.4. Attribution and Social Learning
    4. 4.4. Learning by Reinforcement
      1. 4.4.1. Classical and Operant Conditioning
      2. 4.4.2. Law of Effect
      3. 4.4.3. Positive Reinforcement
      4. 4.4.4. Negative Reinforcement
      5. 4.4.5. Punishment
      6. 4.4.6. Extinction
      7. 4.4.7. Reinforcement Pros and Cons
    5. 4.5. Resources in The OB Skills Workbook
    6. 4.6. Chapter 4 study guide: Summary Questions and Answers
    7. 4.7. Key Terms
    8. 4.8. Self-Test 4
      1. 4.8.1. Multiple Choice
      2. 4.8.2. Short Response
      3. 4.8.3. Applications Essay
  14. 5. Motivation Theories
    1. 5.1. What Is Motivation?
      1. 5.1.1. Motivation Defined
      2. 5.1.2. Types of Motivation Theories
      3. 5.1.3. Motivation across Cultures
    2. 5.2. Needs Theories of Motivation
      1. 5.2.1. Hierarchy of Needs Theory
      2. 5.2.2. ERG Theory
      3. 5.2.3. Acquired Needs Theory
      4. 5.2.4. Two-Factor Theory
    3. 5.3. Equity Theory of Motivation
      1. 5.3.1. Equity and Social Comparisons
      2. 5.3.2. Equity Theory Predictions
      3. 5.3.3. Equity Theory and Organizational Justice
    4. 5.4. Expectancy Theory of Motivation
      1. 5.4.1. Expectancy Terms and Concepts
      2. 5.4.2. Expectancy Theory Predictions
      3. 5.4.3. Expectancy Implications and Research
    5. 5.5. Goal-Setting Theory of Motivation
      1. 5.5.1. Motivational Properties of Goals
      2. 5.5.2. Goal-Setting Guidelines
      3. 5.5.3. Goal Setting and the Management Process
    6. 5.6. Resources in The OB Skills Workbook
    7. 5.7. Chapter 5 study guide: Summary Questions and Answers
    8. 5.8. Key Terms
    9. 5.9. Self-Test 5
      1. 5.9.1. Multiple Choice
      2. 5.9.2. Short Response
      3. 5.9.3. Applications Essay
  15. 6. Motivation and Performance
    1. 6.1. Motivation and Rewards
      1. 6.1.1. Integrated Model of Motivation
      2. 6.1.2. Intrinsic and Extrinsic Rewards
      3. 6.1.3. Pay for Performance
      4. 6.1.4. Pay for Skills
    2. 6.2. Performance Management
      1. 6.2.1. Performance Measurement Process
      2. 6.2.2. Performance Appraisal Methods
      3. 6.2.3. Performance Appraisal Errors
    3. 6.3. Job-Design Alternatives
      1. 6.3.1. Scientific Management
      2. 6.3.2. Job Enlargement and Job Rotation
      3. 6.3.3. Job Enrichment
      4. 6.3.4. Job Characteristics Model
    4. 6.4. Alternative Work Schedules
      1. 6.4.1. Compressed Work Weeks
      2. 6.4.2. Flexible Working Hours
      3. 6.4.3. Job Sharing
      4. 6.4.4. Telecommuting
      5. 6.4.5. Part-Time Work
    5. 6.5. Resources in The OB Skills Workbook
    6. 6.6. Chapter 6 study guide: Summary Questions and Answers
    7. 6.7. Key Terms
    8. 6.8. Self-Test 6
      1. 6.8.1. Multiple Choice
      2. 6.8.2. Short Response
      3. 6.8.3. Applications Essay
  16. 7. Teams in Organizations
    1. 7.1. Teams in Organizations
      1. 7.1.1. Teams and Teamwork
      2. 7.1.2. What Teams Do
      3. 7.1.3. Organizations as Networks of Teams
      4. 7.1.4. Cross-Functional and Problem-Solving Teams
      5. 7.1.5. Virtual Teams
      6. 7.1.6. Self-Managing Teams
    2. 7.2. Team Effectiveness
      1. 7.2.1. Criteria of an Effective Team
      2. 7.2.2. Synergy and Team Benefits
      3. 7.2.3. Social Loafing and Team Problems
    3. 7.3. Stages of Team Development
      1. 7.3.1. Forming Stage
      2. 7.3.2. Storming Stage
      3. 7.3.3. Norming Stage
      4. 7.3.4. Performing Stage
      5. 7.3.5. Adjourning Stage
    4. 7.4. Foundations of Team Performance
      1. 7.4.1. Team Inputs
      2. 7.4.2. Diversity and Team Performance
      3. 7.4.3. Team Processes
    5. 7.5. Resources in The OB Skills Workbook
    6. 7.6. Chapter 7 study guide: Summary Questions and Answers
    7. 7.7. Key Terms
    8. 7.8. Self-Test 7
      1. 7.8.1. Multiple Choice
      2. 7.8.2. Short Response
      3. 7.8.3. Applications Essay
  17. 8. Teamwork and Team Performance
    1. 8.1. High-Performance Teams
      1. 8.1.1. Characteristics of High-Performance Teams
      2. 8.1.2. The Team-Building Process
      3. 8.1.3. Team-Building Alternatives
    2. 8.2. Improving Team Processes
      1. 8.2.1. Entry of New Members
      2. 8.2.2. Task and Maintenance Leadership
      3. 8.2.3. Roles and Role Dynamics
      4. 8.2.4. Team Norms
      5. 8.2.5. Team Cohesiveness
      6. 8.2.6. Inter-Team Dynamics
    3. 8.3. Improving Team Communications
      1. 8.3.1. Communication Networks
      2. 8.3.2. Proxemics and Use of Space
      3. 8.3.3. Communication Technologies
    4. 8.4. Improving Team Decisions
      1. 8.4.1. Ways Teams Make Decisions
      2. 8.4.2. Assets and Liabilities of Team Decisions
      3. 8.4.3. Groupthink Symptoms and Remedies
      4. 8.4.4. Team Decision Techniques
    5. 8.5. Resources in The OB Skills Workbook
    6. 8.6. Chapter 8 Study guide: Summary Questions and Answers
    7. 8.7. Key Terms
    8. 8.8. Self-Test 8
      1. 8.8.1. Multiple Choice
      2. 8.8.2. Short Response
      3. 8.8.3. Applications Essay
  18. 9. Decision Making and Creativity
    1. 9.1. The Decision-Making Process
      1. 9.1.1. Steps in Decision Making
      2. 9.1.2. Ethical Reasoning and Decision Making
      3. 9.1.3. Types of Decisions
      4. 9.1.4. Decision Environments
      5. 9.1.5. Risk Management in Decision Making
    2. 9.2. Decision-Making Models
      1. 9.2.1. Classical Decision Model
      2. 9.2.2. Behavioral Decision Model
      3. 9.2.3. Garbage Can Decision Model
      4. 9.2.4. Intuitive Decision Model
    3. 9.3. Decision-Making Traps and Issues
      1. 9.3.1. Judgmental Heuristics
      2. 9.3.2. Decision Biases
      3. 9.3.3. Knowing When to Decide
      4. 9.3.4. Knowing Who to Involve
      5. 9.3.5. Knowing When to Quit
    4. 9.4. Creativity in Decision Making
      1. 9.4.1. Stages of Creative Thinking
      2. 9.4.2. Personal Creativity Drivers
      3. 9.4.3. Team Creativity Drivers
    5. 9.5. Resources in The OB Skills Workbook
    6. 9.6. Chapter 9 study guide: Summary Questions and Answers
    7. 9.7. Key Terms
    8. 9.8. Self-Test 9
      1. 9.8.1. Multiple Choice
      2. 9.8.2. Short Response
      3. 9.8.3. Applications Essay
  19. 10. Conflict and Negotiation
    1. 10.1. Conflict in Organizations
      1. 10.1.1. Types of Conflict
      2. 10.1.2. Levels of Conflict
      3. 10.1.3. Functional and Dysfunctional Conflict
      4. 10.1.4. Culture and Conflict
    2. 10.2. Conflict Management
      1. 10.2.1. Stages of Conflict
      2. 10.2.2. Causes of Conflict
      3. 10.2.3. Indirect Conflict Management Strategies
      4. 10.2.4. Direct Conflict Management Strategies
    3. 10.3. Negotiation
      1. 10.3.1. Negotiation Goals and Outcomes
      2. 10.3.2. Ethical Aspects of Negotiation
      3. 10.3.3. Organizational Settings for Negotiation
      4. 10.3.4. Culture and Negotiation
    4. 10.4. Negotiation Strategies
      1. 10.4.1. Distributive Negotiation
      2. 10.4.2. Integrative Negotiation
      3. 10.4.3. How to Gain Integrative Agreements
      4. 10.4.4. Common Negotiation Pitfalls
      5. 10.4.5. Third-Party Roles in Negotiation
    5. 10.5. Resources in The OB Skills Workbook
    6. 10.6. Chapter 10 study guide: Summary Questions and Answers
    7. 10.7. Key Terms
    8. 10.8. Self-Test 10
      1. 10.8.1. Multiple Choice
      2. 10.8.2. Short Response
      3. 10.8.3. Applications Essay
  20. 11. Communication and Collaboration
    1. 11.1. The Nature of Communication
      1. 11.1.1. The Communication Process
      2. 11.1.2. Feedback and Communication
      3. 11.1.3. Nonverbal Communication
    2. 11.2. Interpersonal Communication
      1. 11.2.1. Communication Barriers
      2. 11.2.2. Active Listening
      3. 11.2.3. Cross-Cultural Communication
    3. 11.3. Organizational Communication
      1. 11.3.1. Communication Channels
      2. 11.3.2. Communication Flows
      3. 11.3.3. Status Effects
    4. 11.4. Collaborative Work Environments
      1. 11.4.1. Collaboration Technologies
      2. 11.4.2. Interactional Transparency
      3. 11.4.3. Supportive Communication Principles
    5. 11.5. Resources in The OB Skills Workbook
    6. 11.6. Chapter 11 study guide: Summary Questions and Answers
    7. 11.7. Key Terms
    8. 11.8. Self-Test 11
      1. 11.8.1. Multiple Choice
      2. 11.8.2. Short Response
      3. 11.8.3. Applications Essay
  21. 12. Power and Politics
    1. 12.1. Power and Influence
      1. 12.1.1. Interdependence, Legitimacy, and Power
      2. 12.1.2. Obedience
      3. 12.1.3. Acceptance of Authority and the Zone of Indifference
    2. 12.2. Sources of Power and Influence
      1. 12.2.1. Position Power
      2. 12.2.2. Personal Power
      3. 12.2.3. Power and Influence Capacity
      4. 12.2.4. Relational Influence
    3. 12.3. Empowerment
      1. 12.3.1. Keys to Empowerment
      2. 12.3.2. Power as an Expanding Pie
      3. 12.3.3. From Empowerment to Valuing People
    4. 12.4. Organizational Politics
      1. 12.4.1. Traditions of Organizational Politics
      2. 12.4.2. Politics of Self-Protection
      3. 12.4.3. Politics and Governance
    5. 12.5. Resources in The OB Skills Workbook
    6. 12.6. Chapter 12 study guide: Summary Questions and Answers
    7. 12.7. Key Terms
    8. 12.8. Self-Test 12
      1. 12.8.1. Multiple Choice
      2. 12.8.2. Short Response
      3. 12.8.3. Applications Essay
  22. 13. Leadership Essentials
    1. 13.1. Leadership
      1. 13.1.1. Managers versus Leaders
      2. 13.1.2. Trait Leadership Perspectives
      3. 13.1.3. Behavioral Leadership Perspectives
    2. 13.2. Situational Contingency Leadership
      1. 13.2.1. Fiedler's Leadership Contingency View
      2. 13.2.2. House's Path-Goal View of Leadership
      3. 13.2.3. Hersey and Blanchard Situational Leadership Model
      4. 13.2.4. Graen's Leader-Member Exchange Theory
      5. 13.2.5. Substitutes for Leadership
    3. 13.3. Implicit Leadership
      1. 13.3.1. Leadership as Attribution
      2. 13.3.2. Leadership Prototypes
    4. 13.4. Inspirational Leadership Perspectives
      1. 13.4.1. Charismatic Leadership
      2. 13.4.2. Transactional and Transformational Leadership
      3. 13.4.3. Transformational Leadership Dimensions
      4. 13.4.4. Issues in Charismatic and Transformational Leadership
    5. 13.5. Resources in The OB Skills Workbook
    6. 13.6. Chapter 13 study guide: Summary Questions and Answers
    7. 13.7. Key Terms
    8. 13.8. Self-Test 13
      1. 13.8.1. Multiple Choice
      2. 13.8.2. Short Response
      3. 13.8.3. Applications Essay
  23. 14. Leadership Challenges and Organizational Change
    1. 14.1. Moral Leadership
      1. 14.1.1. Authentic Leadership
      2. 14.1.2. Spiritual Leadership
      3. 14.1.3. Servant Leadership
      4. 14.1.4. Ethical Leadership
    2. 14.2. Shared Leadership
      1. 14.2.1. Shared Leadership in Work Teams
      2. 14.2.2. Shared Leadership and Self-Leadership
    3. 14.3. Leadership across Cultures
      1. 14.3.1. The GLOBE Perspective
      2. 14.3.2. Leadership Aspects and Culture
      3. 14.3.3. Culturally Endorsed Leadership Matches
      4. 14.3.4. Universally Endorsed Aspects of Leadership
    4. 14.4. Strategic Leadership
      1. 14.4.1. Top Management Teams
      2. 14.4.2. Multiple-Level Leadership
      3. 14.4.3. Leadership Tensions and Complexity
      4. 14.4.4. Contexts for Leadership Action
    5. 14.5. Leading Organizational Change
      1. 14.5.1. Leaders as Change Agents
      2. 14.5.2. Phases of Planned Change
      3. 14.5.3. Planned Change Strategies
      4. 14.5.4. Resistance to Change
    6. 14.6. Resources in The OB Skills Workbook
    7. 14.7. Chapter 14 study guide: Summary Questions and Answers
    8. 14.8. Key Terms
    9. 14.9. Self-Test 14
      1. 14.9.1. Multiple Choice
      2. 14.9.2. Short Response
      3. 14.9.3. Applications Essay
  24. 15. Organizational Culture and Innovation
    1. 15.1. Organizational Culture
      1. 15.1.1. Functions of Organizational Culture
      2. 15.1.2. Subcultures and Countercultures
      3. 15.1.3. National Culture and Corporate Culture
    2. 15.2. Understanding Organizational Cultures
      1. 15.2.1. Layers of Cultural Analysis
      2. 15.2.2. Stories, Rites, Rituals, and Symbols
      3. 15.2.3. Cultural Rules and Roles
      4. 15.2.4. Shared Values, Meanings, and Organizational Myths
    3. 15.3. Innovation in Organizations
      1. 15.3.1. The Process of Innovation
      2. 15.3.2. Product and Process Innovations
      3. 15.3.3. Balancing Exploration and Exploitation
    4. 15.4. Managing Organizational Culture and Innovation
      1. 15.4.1. Management Philosophy and Strategy
      2. 15.4.2. Building, Reinforcing, and Changing Culture
      3. 15.4.3. Tensions Between Cultural Stability and Innovation
    5. 15.5. Resources in The OB Skills Workbook
    6. 15.6. Chapter 15 study guide: Summary Questions and Answers
    7. 15.7. Key Terms
    8. 15.8. Self-Test 15
      1. 15.8.1. Multiple Choice
      2. 15.8.2. Short Response
      3. 15.8.3. Applications Essay
  25. 16. Organizational Goals and Structures
    1. 16.1. Organizational Goals
      1. 16.1.1. Societal Goals
      2. 16.1.2. Output Goals
      3. 16.1.3. Systems Goals
    2. 16.2. Hierarchy and Control
      1. 16.2.1. Organizations as Hierarchies
      2. 16.2.2. Controls Are a Basic Feature
      3. 16.2.3. Centralization and Decentralization
    3. 16.3. Organizing and Coordinating Work
      1. 16.3.1. Traditional Types of Departments
      2. 16.3.2. Coordination
    4. 16.4. Bureaucracy and Beyond
      1. 16.4.1. Mechanistic Structures and the Machine Bureaucracy
      2. 16.4.2. Organic Structures and the Professional Bureaucracy
      3. 16.4.3. Hybrid Structures
    5. 16.5. Resources in The OB Skills Workbook
    6. 16.6. Chapter 16 study guide: Summary Questions and Answers
    7. 16.7. Key Terms
    8. 16.8. Self-Test 16
      1. 16.8.1. Multiple Choice
      2. 16.8.2. Short Response
      3. 16.8.3. Applications Essay
  26. 17. Strategy, Technology, and Organizational Design
    1. 17.1. Strategy and Organizational Learning
      1. 17.1.1. Strategy
      2. 17.1.2. Organizational Learning
      3. 17.1.3. Linking Strategy and Organizational Learning
    2. 17.2. Strategy and Organizational Design
      1. 17.2.1. Organizational Design and Strategic Decisions
      2. 17.2.2. Organizational Design and Co-Evolution
      3. 17.2.3. Organizational Design and Growth
    3. 17.3. Technology and Organizational Design
      1. 17.3.1. Operations Technology and Organizational Design
      2. 17.3.2. Adhocracy as a Design Option for Innovation and Learning
      3. 17.3.3. Information Technology
    4. 17.4. Environment and Organizational Design
      1. 17.4.1. Environmental Complexity
      2. 17.4.2. Using Networks and Alliances
    5. 17.5. Resources in The OB Skills Workbook
    6. 17.6. Chapter 17 study guide: Summary Questions and Answers
    7. 17.7. Key Terms
    8. 17.8. Self-Test 17
      1. 17.8.1. Multiple Choice
      2. 17.8.2. Short Response
      3. 17.8.3. Applications Essay
  27. The OB Skills Workbook
    1. SUGGESTED USES AND APPLICATIONS OF WORKBOOK MATERIALS
      1. SUGGESTED USES AND APPLICATIONS OF WORKBOOK MATERIALS
    2. LEARNING STYLE INVENTORY
      1. WHAT ARE LEARNING STYLES?
    3. STUDENT LEADERSHIP PRACTICES INVENTORY: STUDENT WORKBOOK
      1. CONTENTS
      2. 1 Leadership: What People Do When They're Leading
      3. 2 Questions Frequently Asked About the Student LPI
      4. 3 Recording Your Scores
      5. 4 Interpreting Your Scores
      6. 5 Summary and Action-Planning Worksheets
      7. About the Authors
    4. Self-Assessment Portfolio
    5. team and experiential exercises
      1. Selections from The Pfeiffer Training Annuals
        1. A. SWEET TOO TOOTH: BONDING STRANGERS INTO A TEAM
        2. B. INTERROGATORIES: IDENTIFYING ISSUES AND NEEDS
        3. C. DECODE: WORKING WITH DIFFERENT INSTRUCTIONS
        4. D. CHOICES: LEARNING EFFECTIVE CONFLICT MANAGEMENT STRATEGIES
        5. E. INTERNAL/EXTERNAL MOTIVATORS: ENCOURAGING CREATIVITY
        6. F. QUICK HITTER: FOSTERING THE CREATIVE SPIRIT
      2. Additional Team and Experiential Exercises
    6. CASES FOR CRITICAL THINKING
      1. CASE 1 A Trader Joe's
      2. CASE 1 B Management Training Dilemma
      3. CASE 2 Xerox
      4. CASE 3 Lois Quam
      5. CASE 4 Magrec, Inc.
      6. CASE 5 It Isn't Fair
      7. CASE 6 A Perfect Pizzeria
      8. CASE 6 B Hovey and Beard Company
      9. CASE 7 The Forgotten Group Member
      10. CASE 8 NASCAR'S Racing Teams UPDATE
      11. CASE 9 Decisions, Decisions
      12. CASE 10 The Case of the Missing Raise
      13. CASE 11 The Poorly Informed Walrus
      14. CASE 12 Faculty Empowerment and the Changing University Environmen
      15. CASE 13 The New Vice President
      16. CASE 14 Novo Nordisk & Southwest Airlines
      17. CASE 15 Never on a Sunday
      18. CASE 16 First Community Financial
      19. CASE 17 Mission Management and Trust
  28. Notes
    1. Case 1 References
    2. Case 2 References
    3. Case 3 References
    4. Case 8 References
    5. Case 9 References
    6. Case 14 References
    7. Case 15 Reference
  29. Glossary
  30. Self-Test Answers
    1. Self-Test 1
      1. MULTIPLE CHOICE
      2. SHORT RESPONSE
      3. APPLICATIONS ESSAY
    2. Self-Test 2
      1. MULTIPLE CHOICE
      2. SHORT RESPONSE
      3. APPLICATIONS ESSAY
    3. Self-Test 3
      1. MULTIPLE CHOICE
      2. SHORT RESPONSE
      3. APPLICATIONS ESSAY
    4. Self-Test 4
      1. MULTIPLE CHOICE
      2. SHORT RESPONSE
      3. APPLICATIONS ESSAY
    5. Self-Test 5
      1. MULTIPLE CHOICE
      2. SHORT RESPONSE
      3. APPLICATIONS ESSAY
    6. Self-Test 6
      1. MULTIPLE CHOICE
      2. SHORT RESPONSE
      3. APPLICATIONS ESSAY
    7. Self-Test 7
      1. MULTIPLE CHOICE
      2. SHORT RESPONSE
      3. APPLICATIONS ESSAY
    8. Self-Test 8
      1. MULTIPLE CHOICE
      2. SHORT RESPONSE
      3. APPLICATIONS ESSAY
    9. Self-Test 9
      1. MULTIPLE CHOICE
      2. SHORT RESPONSE
      3. APPLICATIONS ESSAY
    10. Self-Test 10
      1. MULTIPLE CHOICE
      2. SHORT RESPONSE
      3. APPLICATIONS ESSAY
    11. Self-Test 11
      1. MULTIPLE CHOICE
      2. SHORT RESPONSE
      3. APPLICATIONS ESSAY
    12. Self-Test 12
      1. MULTIPLE CHOICE
      2. SHORT RESPONSE
      3. APPLICATIONS ESSAY
    13. Self-Test 13
      1. MULTIPLE CHOICE
      2. SHORT RESPONSE
      3. APPLICATIONS ESSAY
    14. Self-Test 14
      1. MULTIPLE CHOICE
      2. SHORT RESPONSE
      3. APPLICATIONS ESSAY
    15. Self-Test 15
      1. MULTIPLE CHOICE
      2. SHORT RESPONSE
      3. APPLICATIONS ESSAY
    16. Self-Test 16
      1. MULTIPLE CHOICE
      2. SHORT RESPONSE
      3. APPLICATIONS ESSAY
    17. Self-Test 17
      1. MULTIPLE CHOICE
      2. SHORT RESPONSE
      3. APPLICATIONS ESSAY
  31. Notes
    1. Chapter 1
      1. ENDNOTES
      2. FEATURE NOTES
      3. MARGIN PHOTOS
    2. Chapter 2
      1. ENDNOTES
      2. FEATURE NOTES
      3. MARGIN PHOTOS
    3. Chapter 3
      1. ENDNOTES
      2. FEATURE NOTES
      3. MARGIN PHOTOS
    4. Chapter 4
      1. ENDNOTES
      2. FEATURE NOTES
      3. MARGIN PHOTOS
    5. Chapter 5
      1. ENDNOTES
      2. FEATURE NOTES
      3. MARGIN PHOTOS
    6. Chapter 6
      1. ENDNOTES
      2. FEATURE NOTES
      3. MARGIN PHOTOS
    7. Chapter 7
      1. ENDNOTES
      2. FEATURE NOTES
      3. MARGIN PHOTOS
    8. Chapter 8
      1. ENDNOTES
      2. FEATURE NOTES
      3. MARGIN PHOTOS
    9. Chapter 9
      1. ENDNOTES
      2. FEATURE NOTES
      3. MARGIN PHOTOS
    10. Chapter 10
      1. ENDNOTES
      2. FEATURE NOTES
      3. MARGIN PHOTOS
    11. Chapter 11
      1. ENDNOTES
      2. FEATURE NOTES
      3. MARGIN PHOTOS
    12. Chapter 12
      1. ENDNOTES
      2. FEATURE NOTES
      3. MARGIN PHOTOS
    13. Chapter 13
      1. ENDNOTES
      2. FEATURE NOTES
      3. MARGIN PHOTOS
    14. Chapter 14
      1. ENDNOTES
      2. FEATURE NOTES
      3. MARGIN PHOTOS
    15. Chapter 15
      1. ENDNOTES
      2. FEATURE NOTES
      3. MARGIN PHOTOS
    16. Chapter 16
      1. ENDNOTES
      2. FEATURE NOTES
      3. MARGIN PHOTOS
    17. Chapter 17
      1. ENDNOTES
      2. FEATURE NOTES
      3. MARGIN PHOTOS
  32. Photo Credits
    1. Chapter 1
      1. Chapter 1
      2. Chapter 2
      3. Chapter 3
      4. Chapter 4
      5. Chapter 5
      6. Chapter 6
      7. Chapter 7
      8. Chapter 8
      9. Chapter 9
      10. Chapter 10
      11. Chapter 11
      12. Chapter 12
      13. Chapter 13
      14. Chapter 14
      15. Chapter 15
      16. Chapter 16
      17. Chapter 17