Kinh doanh marketing - Chapter 11: How to maintain relationships with your employees and their representatives

Chapter 11How to Maintain Relationships with Your Employees and Their RepresentativesMcGraw-Hill/IrwinCopyright © 2009 by The McGraw-Hill Companies, Inc. All rights reserved.11 - 2How To Maintain Relationships With Your Employees and Their RepresentativesAssumptions & LeadershipEmployee CommunicationMotivation, Appraisals, Counseling, Complaints, Discipline & TerminationDealing With UnionsBasic Organizational ConceptsChapter1011 - 211 - 2Communication“the transfer of meaning from one person to another.”Communication ProcessBarriers to CommunicationStatus of CommunicatorImprecise Use of LanguageInattention and Poor ListeningRules Of CommunicationKeep It SimpleRecruit Initial UsersEncourage DiversityEnlist CheerleadersArchive Best AdviceRyan McVay/Getty ImagesWhat Do YouWant From Job?Motivation“inner state that activates a person, including drives, desires, and/or motives.”Employee PerformancePerformance = Ability X MotivationWhy Motivate?Attract Potential EmployeesImprove PerformanceRetain Good EmployeesHow To MotivateTechniquesOf MotivationQuality CirclesZero-DefectsJob EnrichmentWork VariationScheduleFlextimeJobSplittingSharingRoyalty-Free/CORBISHow Performance Appraisals OperateCounselingTroubled EmployeesEstablish StandardsBe SpecificRestrict CriticismBe Firm & ConsistentBe PreparedPoint Out External SourcesEmployee DecidesOnly Activities On JobConfidentialityCommitmentJob-RelatedAreas Of CounselingHealth/SafetyRetirement/TerminationStress/BurnoutJob Burnout“a physical or mental depletion to a level significantly below a person’s capable level of performance.”Symptoms OfDrug & Alcohol AbuseAbsenteeismAccidentsMedical Expense IncreasesInsubordinationTheftsQuality ProblemsHandlingEmployee ComplaintsAssurancesProcedureMinimum TimeDavid Buffington/Getty ImagesTypes Of DisciplineEncourage Self-DisciplinePositive DisciplineRoyalty-Free/CORBISLegal DisciplineSet RulesAct PromptlyGather FactsAllow ExplanationEvaluate Courses Of ActionSelect Course Of ActionTake ActionMaintain RecordsPercent OfUnion MembershipSource: Bureau Of Labor Statistics, &Union-Management RelationsRailway Labor ActNorris-LaGuardia ActNational Labor Relations ActLabor-Management Relations ActLabor-Management Reporting & Discourse ActRight-To-Work StatesAgreement NegotiationsPrepareBargainLive With ItSteve Cole/Getty ImagesOrganizational ConceptsDelegationSpecializationJohn A. Rizzo/Getty ImagesLine OrganizationLine/Staff OrganizationSmallUnincorporated FirmOrganizingActivities By GroupsFunction PerformedProduct SoldProcess UsedArea ServedType Of CustomerProject`Ryan McVay/Getty ImagesTypes Of TeamsProblem-SolvingSelf-ManagingCross-FunctionalKeith Brofsky/Getty Images