Contents -- About This Course -- How to Take This Course -- Introduction -- Pre-Test -- 1 People in Organizations: A Systems Approach -- Introduction -- Organizations as Systems -- Employees as Stakeholders in the System -- Learning Organizations -- The Role of Engaged Employees -- Mission, Vision, and Strategy: How Are They Different? -- A Framework for Influencing Human Behavior -- Step One: Gather Information -- Step Two: Get a Realistic Perspective -- Step Three: Have Genuine and Sincere Interactions -- Why Learn About Human Behavior? -- The Difference Between Management and Leadership -- The Role of a Manager -- The Role of a Leader -- Integrating Leadership Ability into Management -- Action Plan -- Recap -- Review Questions -- 2 Self-Awareness: The Importance of Understanding Ourselves -- Introduction -- The Importance of Self-Awareness -- Building Self-Awareness -- Emotional Intelligence: Its Importance for Managers -- What Motivates You? -- Gaining a Realistic View of Yourself -- What Is Your Self-Perception? -- Using the Johari Window -- What Should You Get Feedback On? -- Enhancing Self-Awareness Through the Use of Feedback -- Multi-Source Feedback -- Personality Assessments -- Guidelines for Using Personality Assessments -- Process of Personal Change -- Five Steps to Achieving Change -- Achieving Change Over Time -- Action Plan -- Recap -- Review Questions -- 3 Motivation: What Inspires People to Do What They Do? -- Introduction -- How Does Motivation Come Into Play at Work? -- Can a Manager Really Influence Human Behavior? -- Motivation in the Organizational System -- Theories of Motivation -- Integrating Motivation Theories for Application in the Real World -- Why Are There So Many Different Theories of Motivation? -- Needs Theories -- Process Theories -- Management Implications -- Action Plan -- Recap -- Review Questions.

4 Communication: Getting Your Message Across -- Introduction -- Managers as Communicators -- What Is Communication? -- The Communication Cycle -- Non-Verbal Communication -- The Role of Communication in Influencing Others -- Characteristics of Assertive Communication -- Barriers to Communication and How to Overcome Them -- Noise -- Language and Cultural Differences -- Differing and Distorted Perceptions -- Strong Emotions -- Active Listening -- Inability to Give Useful and Truthful Feedback -- Action Plan -- Recap -- Review Questions -- 5 There Is More to Performance than Just Management! -- Introduction -- Performance Management versus Performance Appraisal -- The Performance Management Process -- Define - Set Goals and Expectations -- Develop - Enable Employees to Succeed -- Review - Gather Information and Document -- Reinforce - Reward, Recognize, and Sustain Desired Behaviors -- Problems with Performance Management -- The Dual Roles of a Manager -- Communicating Performance Standards and Expectations -- Action Plan -- Recap -- Review Questions -- 6 Teams That Work: The Structure and Dynamics of Work Groups -- Introduction -- What Is a Team? -- What Is a Group? -- Types of Teams -- Characteristics of Effective Teams -- Understanding Group Norms and Team Process -- Establishing a Team's Direction and Charter -- Members Play Healthy Roles -- Open Communication -- Team Dynamics -- The Role of Leadership on Teams -- Team Leadership Functions -- Roles Team Members Play -- Evaluating Team Roles -- Team Decision Making -- The Levels of Decision Making -- The Phases of Team Decision Making -- Inspire Team Leaders to Emerge -- Interventions for Teams -- Team Building -- Conflict -- Individual Approaches to Conflict -- Action Plan -- Recap -- Review Questions -- 7 Change That Works: The Process of Guiding Change -- Introduction.

Why Do Organizations Change? -- The Manager's Role in the Change Process -- How People Are Affected by Change -- How to Handle Resistance -- The Change Process -- Systems Change -- Change Process Model -- Action Plan -- Recap -- Review Questions -- 8 Leadership: Translating Vision into Reality -- Introduction -- What Is Leadership? -- Engaging Employees -- The Role of Trust -- Foundation of the Tasks-Relationships-Transformations Model -- Transactional Leadership -- Transformational Leadership -- Integrating Transactional and Transformational Leadership -- Becoming a Better Leader -- Knowing Yourself -- Leadership Development -- Linking Leadership to Learning Organizations -- Action Plan -- Recap -- Review Questions -- 9 Putting It All Together: Organizational Effectiveness -- Introduction -- Gaining Perspective -- Case Study: A Trip to the Bank -- Your Role in Shaping the Work Environment -- Organizational Culture -- Why Bother with Organizational Culture? -- Definitions and Elements of Organizational Culture -- Influencing Culture -- Organizational Development -- Metrics for Effectiveness -- Action Plan -- Recap -- Review Questions -- Bibliography -- Glossary -- A -- B -- C -- E -- I -- J -- L -- M -- N -- O -- P -- S -- T -- W -- Post-Test -- Index -- A -- B -- C -- D -- E -- F -- G -- H -- I -- J -- K -- L -- M -- N -- O -- P -- Q -- R -- S -- T -- U -- V -- W -- Y.