1. Marketing Principles CHAPTER 11 SECTION 2

2.  Management decisions affect all employees.  Communicating and motivating people are two of the most important management skills.  Planning involves setting goals and determining how to reach them.  Organizing includes establishing a time frame in which to achieve the goal, assigning employees to the project, and determining a method for approaching the work.

3.  Controlling is the process of setting standards and evaluating performance.  All three of the management functions involves making decisions.  Decision making process: 1.Define the problem 2.Identify options available 3.Determine consequences of each option 4.Choose the best option 5.Take action 6.Evaluate the results

4.  Good management planning is realistic, comprehensive, and flexible.  Organizing is a coordinated effort to reach a company’s planning goals. It involves assigning responsibility, establishing working relationships, hiring staff to carry out the work, and directing the work of employees.

5.  Controlling is the process of comparing a plan with actual performance. It involves three activities: setting standards, evaluating performance according to those standards, and solving problems in the evaluation.  Mission statement – a description of the ultimate goals of a company.

6.  When performance does not meet established standards managers must identify and solve the problem.  The most effective management techniques are usually a matter of common sense.  Directing others requires good communication skills.

7.  A supervisor should give all the direction required for each job and encourage employees to ask questions if they are not clear.  Be consistent – do not make exceptions unless there is good reason to do so.  Set reasonable standards of performance and apply those standards to everyone. Treat employees fairly.

8.  Be firm with employees when necessary.  Set a good example in everything you do.  Organize your work responsibilities and then decide which ones you can delegate to others.  Management is responsible for promoting ethical behavior by example.

9.  Two basic styles of management: 1.Authoritarian – makes all the decisions 2.Democratic – allows employees to take part in the decision-making  Variations of the two basic styles of management: 1.Participatory – directions are given by the management but employees can complete a task without close supervision.

10. 2. Teamwork – management allows employee teams to decide how best to complete a project. 3. Discussion management – managers meet frequently with employees about how tasks should be accomplished. 4. Delegating – managers assign tasks to employees who they believe can complete them.  Motivating employees is a key skill for any manager.  The more people feel appreciated the harder they will work.

11.  Enthusiastic long-term employees are the key to success in most companies.  Praise employees for their good ideas and successes.  Encourage employees to be creative.  Most companies have a HR department that handles recruitment, hiring, firing, training, and other employee matters.

12.  State employment offices provide screening and testing of prospective applicants.  Laws against discrimination govern employers and recruitment agencies.  Federal laws prohibit employers from discriminating on the basis of race, color, religion, gender, national origin, age, sexual orientation, or disability.

13.  The purpose of the interview is to determine whether an individual has the skills and abilities to perform well on the job.  Many companies ask prospective employees to be tested for illegal drugs.  Employee complaints or grievances should be taken just as seriously as customer complaints.

14.  Preventive discipline focuses on managing employees in a way that prevents behavior that might require directly disciplining an employee.  Corrective discipline is taken steps to correct improper behavior.  Exit interview – allows the employee and manager to get feedback.