Business Admin chapter 6 - Management and leadership

Monica: Monica shares the month-end report with each one of the team members.

Communicate results.

Riley: At the end of the month, Riley compares the actual results of each team member to the performance standards that were established.

Compare results against standards.

Hunter: With collaboration from the team, Hunter sets goals and standards for performance.

Establish clear standards.

Lamar: Because of a significant deviation from the standard, Lamar had to issue a written warning to two members for substandard performance.

If needed, take corrective action.

Sarah: On a monthly basis, Sarah runs a report and uses the information to keep track of performance.

Monitor and record performance.

When a manager assesses the situation and determines the current plan is not producing the expected results, this is the function of

controlling

Zappos trains, educates, and gives its employees the knowledge to make decisions in the workplace. This philosophy is referred to as

enabling

Customer satisfaction is broken down into two segments, external customers and internal customers. Lorenzo is unhappy that the restaurant's online reviews are declining. Which customer is Lorenzo concerned with?

external customers

The two persons on the wait staff seem to be unclear about what Lorenzo is trying to say. Lorenzo, as a service manager, is failing in which skill set needed as a middle and first-line manager?

human relations skills

The manager is actively involved in trying to encourage his team to get the job done. This is the ________ function of management.

leading

Mark responds to Brianna's concerns about the new employee end-of-shift policy with ". . .This is a policy straight from corporate. We have to follow it." What type of influence tactic is Mark utilizing?

legitimating tactic

The leadership style that this manager is using appears to be more closely associated with which style of leadership?

participative (democratic) leadership

The four functions of management:

planning, organizing, leading, controlling

If Frank is researching the number of customers who have gluten or wheat allergies, and then he begins to devise a strategy to cater to these individuals, Frank would be involved in

planning.

the area of management that includes hiring, motivating, and retaining the best people available to accomplish the company's objectives is known as

staffing

Which items of the SWOT analysis are usually internal issues?

strengths and weaknesses