Supervision: Concepts and Practices of Management, 13th Edition Solution Manual

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1Part 1 Critical IncidentsCritical Incident 1-1The Opportunity of a Lifetime?QuestionsforDiscussion1.Evaluate the offer made to Randy Harber. Do you agree that this is the opportunity of alifetime? Why or why not?Students’ answers will vary.Thenew projectposesagreatopportunity for RandyHarber, but it may also have loopholes. There might be problems(language, culture,living conditions,andpolicies)associated withthisproject that Randy may not be ableto handle.Students can make a list oftheadvantages and disadvantages of being postedto a job abroad. Family issues may also be considered.2.What factors should Harber consider, and how should Harber evaluate his careeroptions?Students’ answers will vary. However,some students may suggest thatHarber shouldconsider how his family would feel about shifting to a whole new place. He shouldweigh the pros and cons of moving.He should alsotry to figure out a way in which hecould stay and still manage to get a promotion.If he is going to take up the offer, heshould be prepared for the project andshouldalso be able to managehisfamily.3.If you were Randy Harber, what would you do and why? (Before you answer thesequestions, you may want to check some Web sites to get informationonLiberia’shistory, economy, business and governmental practices, policies, culture, language, andliving conditions.)Students’ answers will vary. Students should look up variousWebsites andmakealistof things that an employee should be prepared for before taking up a job inLiberia.Allcountries do not have the same culture, practices, policies, languages,and so on.Theemployee should be able to meet all the expectations the job demands andshouldalsobe familiar with the rules and regulationsofLiberia.Critical Incident 1-2Government Brings Reality Close to Home

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2Questions for Discussion1.What external forces could impact the future of Franklin Hinton’s fast food business?Students’ answers may vary.External forces such asmedia reportsinfluencing fastfood employees, pressurecreatedfrom competitors,andemployees wanting to joinlabor unionsmay affect Hinton’s fast food business.Also,students at the localuniversityseemed always tobe willing to join any type of social or political protest,which maycauseunwanted negative publicity and a potential for losing business.2.Franklin needs a plan for future success. Define planning as it relates to his business.How will an effective plan help him and his employees be more effective in providingquality service to customers?Students’ answerswillvary.Franklin needs tostrategicallyplan forcrisismanagement.An effectiveplan will help keep things cordial between Franklinand his employees,and ifthe employees are content, then the service provided to the customers will be ofgood quality.Franklin mustconductamarket research andalsofind out how otherfranchises are dealing with this kind ofaproblem.He should monitor the externalenvironment for forces that are beyond the control of the businessthatcould affectitslong-term performance.Hecouldinvolvehis employeesin the process offindingapractical andfeasible system to follow.Hecouldalso researchother ways to increasethe business’srevenues.3.Regardless of the situation, employees must understand fully the mission and vision ofthe company. What do you suggest that Franklin might do to help his employees be thebest they can be?Students’ answers will vary.Effective strategic planning usually begins with thedevelopment of amission statementthat reflects the philosophy and purpose of theorganization asdefinedby its top leadership.The vision statement should reflect thefirm’s core values, priorities, and goals, which can be translated into concrete plans andactions.Franklin should haveregularmeetingswith his employees,communicate withthemaboutthe issue,andask them for their point of view.He should develop andinitiate strategic initiatives that support the company’s mission and objectives.Heshould be able to clarify all their doubts andthusmaintain the trustand rapportheinitially had with them.4.In your opinion, if the minimum wage in your state is increased to $10, $12, or $15 anhour, what impact will it have on the fast food industry? Will an increase in theminimum wage have an impact on customer service or quality of product? Discuss.Students’ answers will vary.If the minimum wage in the state has been increased, fastfood industries will have todouble the wages.This wouldcreatean increaseinthe

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3menu prices,which would result in financial disaster.And if the wages are not met,employees may quit the company,and thiswould lead toa disproportionatestaff andworkratio.A change in the minimum wage would lead to an increase in thesupervisory salaries.Also, ifthe minimum wage is not met,theemployees maynotprovide good-quality customer service,and there may be a decrease in the quality of theproduct offered.5.What should Franklin do to prepare for the possibility of a union attempt to organize hisemployees?Students’ answers will vary.Franklinshouldplan in advance before crisis strikes.Unions areusuallyformed because the management fails to respond to employees’needseffectively. Franklin must cater to hisemployees’ needsandsort issues outamong employees from the very beginning to avoid later confusion. He should monitoremployee behavior and be sensitive whilecommunicatingwiththem.6.If you were Franklin, how would you deal with the uncertainties that could impact thefuture success of his business and employees?Students’ answers will vary.Planning for the unthinkable (crisis management) isimportant.The external environment should beconstantlymonitoredfor forces that canimpact the future success ofabusiness and employees.Regular meetings and theimplementation of policies, strategies, and procedures to ensurethatthe businessprovides its best performance is of key priority.Dealing with day-to-day issues thatcould be a hurdle to the business’ssuccess will help maintain abalance whenuncertainties arise.Analyzing problems and developing the best alternatives canhelpdeal with issuesmore easily.Food For Thought Question1.One of the toughest jobs for supervisors is how to handle worker complaints,particularly when it deals with compensation. In Chapter 14, we discuss resolvingcomplaints. After reading the ideas in Chapter 14, what suggestions do you have forFranklin regarding how he might deal with workers’ complaints about their challengingjobs and minimal pay?Students’ answers will vary.Franklin shoulddevelop anduse acomplaint procedure—amanagement-designed series of steps for handling employee complaints that usuallyprovides for a number of appeals before a final decision.He should also research thetrends in other companies for resolving complaints.Some companies have offered theiremployees assistance in processing complaints by providing a neutral person or acounselor to serve as an intermediary. Buoyed by several recent court decisions, somelargecompanies have instituted mandatory complaint-resolution procedures whosefinal step is private arbitration.The importance of the supervisor’s handling of

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4employee complaints at thefirst step cannot be overemphasized. Open and frankcommunication between allparties is usually the key element in amicable resolution ofa problem.Somemajor guidelines for supervisors to resolve complaints include thefollowing: make time available,listen patiently and with an open mind, distinguishfacts from opinions, determine the real issue, check and consult, avoid settingprecedents, exercise self-control, minimize delays in reaching a decision, explaindecisions clearly and sensitively, keep records and documents, and do not fear achallenge.Critical Incident 1-3Whatto DowithaDruggie?Questions for Discussion1.What are the issues in this critical incident?The main issues in this critical incident are that the economy showed no signs ofrecovery and Mike Pearson’s company’s sales weredown about 10 percent,andthebottom line was less than 3 percent after taxes, the lowest level in the history of thecompany, Pearson Construction.MikePearson (Pearson’s CEO)and Pat Watts(Pearson’s HR director)fired DonaldSummerfor violation of Pearson’s drug policy.Donaldasked if they would reconsiderhim if he got clean and Mike and the HR director basically said, “We will have to seewhenthat time comes.”When the time came, Donald asked to be reconsidered butwasnotaccepted because thecompany was completing and thus ending a $130 millionhospital project.Donald was also told thatwith the current poor economy, they wereforced to lay off over 100 employees. Donald swore to sue them, and Mike and Patwondered if they had made a mistake.2.Did management do the “right thing” in firing Donald Summer for his actions? (i.e.,testing positive for cocaine and oxycodone?) Why or why not?Students’ answers may vary. The management did the right thing in followingthecompany policyand firingDonaldfor his actions. If they let this fault go unnoticed,then the other employees maytake advantage of the system and hold this case as anexample to get out oftheir problems.By firing Donald, the company showedstrictregulation and adherenceto company policies without exception.3.What things might management have done before taking the disciplinary actions theydid?

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5Students’ answers may vary. The management shouldn’t have given Donald false hopesthat he wouldbeemployed by them again.They should havehadstrict regulations thatall employeeswere required tofollow without exception.They could possibly havehadregular tests to keep a tab on their employees.On findingcertain cases, theycouldhavereprimanded and thereafterkept a vigil overtheemployees found to be at fault.4.In today’s diverse environment, did management treat Summer ethically?Students’ answers may vary.Some students may agree with the management’streatment of Summer and say thatifthey had not taken this action,then it could betaken advantage of by others in future.Others may say thatalthough today’senvironmentisdiverse, care should be takenwhileformulating rules.Rulesshouldn’tbe so strict thatanemployeeisnot able to work comfortably. However,rulesshouldbefeasiblebothto the employeras well astotheemployee.5.What role, if any, should “reasonable accommodation” play into the decision that wasmade?Students’ answers may vary. The managementhastwo options: either to fire Donald, ortoreasonably accommodate him since he was a long-term employee.By firing theemployee, theymightreceive anunnecessarylawsuitand may faceother companyissues. By reasonably accommodating, which would be considered an easy way outinthis case, the management could avoid the unwantedlawsuit against them.It wouldthen bea win-win situation for both the company as well as the employee.6.Is there any way that Summer’s actions are protected by the law in your state?Students’ answers may varyasdifferent states have different lawswith respect toSummer’s actions.7.In 50 words or less, highlight what you learned from this Critical Incident.Compareyour findings with those of three or more classmates. Is there a difference?Students’ answers may vary.Students’ answers may include that the company couldhave reasonablyaccommodated Summertoavoid getting a lawsuit on their hands.Ifthey fired him,they would have to deal with the lawsuit and at the same time take careof the other issues the companywasfacing.Also, the company should haveforeseenthe possibility ofsuch incidentsanddevisedaplan to take care ofthem.Critical Incident 1-4Black Friday: An Illusionor Reality?

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6Questions for Discussion1.The planned elimination of jobs by Community Health Care Center will haveaprofound effect on employee morale. What would you recommend to themanagementof Community Health Care Center to minimize the impact ofthe downsizing onemployee morale?Students’ answers may vary. The manner in which the HR department deals with thosewhose jobs have been eliminated and those who have survived is strategic to thesuccess of employee morale and job productivity.It is important fortheHR to knowwhat is circulating in the grapevine at all times andtocorrect the gossip that ispotentially eroding employee morale. Having empathy and concern for thosewho werefiredandforthose who remain isimportant. It istheHR’s responsibility to provide asmany outplacement services, options, and entitlements as possible to assist those whowill be seeking new employment and to physically and emotionallyassistthoseemployees whohavesurvived the strain of doing more with less.2.Using the Internet, find ways to identify what other organizations have doneto softenthe blow on their eliminated employees.Students’ answers may vary.Studentsmay include the followings pointsin theiranswers:theHRof a companycouldmeet with all supervisors to explain the situationin detail and the depth of the cuts.It shouldbecommunicated that the cutsaredeep andvast andthatall employees would be potentially affected.Communicatingbefore thenewsisbrokenwould have prepared the employees for this harsh reality and for some,softened the blowoftheelimination of theirjob ortheopportunity to retire.Matchingthe way the message is conveyed to the motivational style of the employee (positive ornegative)is another method to soften the blow.Students may also mention that beingcompassionate, laying out the facts, and providing career counselling are also importantfactors in softening the blow onan organization’seliminated employees.3.Review the previous chapters and make a list of six things that CommunityHealth CareCenter could do to empower the remaining employees to be thebest they can be.Students’ answers will vary. However, the following points may be includedin theiranswers.Involvingemployeesin the decision-making process of the companyempowersthem.Appreciating the remaining employees,keeping a tab on their work,andgiving feedbackon their projects helpsmaintaina connectionbetween themanagement and the employees.Having regular meetings and keeping employeesup todate with the policies of the companymakesthemfeelvalued bythe company.Training and development activities help employees reach their potential. Cross-training is also important asan employee’s ability to perform a variety of tasks makeshimor her more valuable and able to assume additional responsibilities in the future.

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74.Using the Internet, find at least three sources to discuss the problems that organizationswill face in developing effective teams and empowering employeesfor success whenthe work culture and the economic environment createstress that might impactemployee performance in the workplace. Identifysome strategies that managementmight use to help the survivors at CommunityHealth Care Center keep their lives undercontrol and do what is best forthe patients.Students’ answers will vary.The management can brainstorm andusestrategies such aspreventive careandregular check-ups so thatthe survivors can keep a check on theirown health and in turnmanage the patients in a better way. The management mustsupervise each departmentto monitoritsprogress.A supervisor should be present sothat the survivors can talk to him if they have any problemsrelated towork.5.What would you recommend to Inna Genova to ensure that her job is noteliminated?Students’ answers will vary. Inna can talk to her supervisorto find outwhat the criteriaisforanemployee to be eliminated. She can then work out a way tobereasonablyaccommodated as she has been a loyal employeeinthe companyfor three years.Herdegree in nursingcould also be an advantage to her as itprovesthatshe has thenecessaryskills for the job.Critical Incident 1-5I Need to Make a Difference!Questions for Discussion1.What are the benefits for Luisa Chalfant to belong to a labor organization?Students’ answers will vary.Thepurposeof labor unionsisto protect the rights of allworkers. Theserightsinclude the right to work; health care; retirement security; safetyand health at work; balance of work and family; education; civil, human and women’srights; and immigration.2.What role did Luisa’s early leadership style have on her employees’ unwillingness tofollow her direction? Explain your answer.Students’ answers will vary.Luisa was more authoritarian in her approach initially.This supervisory stylerelieson formal authority, threats,pressure, and close control.Asupervisor alone cannot make all the decisions necessary to run a department.Sheshould have taken amoreparticipative approach.3.Why do you feel Luisa’s new style did not have the impact that she thought it would?

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8Students’ answers will vary.Some of them may say that it would take some time togain the employees’ trust. She should consistently use the participative supervisorystyle for favorable results.4.What suggestions would you make to Luisa to help her get her employees to do a betterjob?Students’ answers will vary. Many supervisors get themselves into trouble by makinghasty decisions without following all the steps in the decision-making process. Duringany stage of the process, if supervisors tell other peoplethatthey “will get back tothem,” the supervisors should state a specific time and act within that time. Whensupervisors fail to make decisions or to give feedback to other people by the specifiedtime, they may sacrifice trust.A supervisor must also learn to recognize how changesaffect different employees and observe how individuals develop patterns of behaviorthat serve as barriers to accepting change.Theseare some points that students mayinclude in their answers.Critical Incident 1-6The Bestof Philanthropist Bill GatesQuestions for Discussion1.Across the country, public education is struggling. What are some solutions that theGates Foundation is looking at to provide the inner-city student and the suburbanstudent with equal educational opportunities?Students’ answers will vary.The Gates Foundation supportseducational advocacygroups.Gatesspentbillions of dollarsin New York City schoolsbehind the drive togetrid ofseniority in layoff decisions (LIFO or last in first out).This would enableprincipals to layoff any teacher through test scores or other criteria and later hireanother teacher of their choice.The GatesFoundationalso supports educational “crisis”situationsthrough technological solutions.They were the reason data driven classroomsstarted to function.In this process,computers categorize teachersin line with theirstudents’ test scores. This is done on a daily basisat the disposition of administrators.2.How does the Gates Foundation focus to reduce death rates in children?TheMaternal, Newborn & Child Health program, an initiativeby the Gates Foundation,works to increase the coverage oftechnologies, treatments, andinterventionsto ensurethat the newborn andthemother stay healthy during childbirth and after.Theycollaborate withgovernments,theUnited Nations,various agencies,nongovernmental

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9organizations that conduct programs related to integrated delivery, family planning,nutrition, prevention of diseases,and so on.They also reach out to community-levelhealthcare providers to bring about awareness and helpthemmake advancements intheir use of technology.The foundation workstoward the removal ofpneumonia, aprevalent disease in childhood,by investing in treatments and vaccines.The Bill &Melinda Gates Foundation also funded aleading nonprofit children’s development andrelief organization called‘Save the Children,’which isaimedatreducingthedeaths ofnewborns.Theyreceived a $50 million grant.3.Discuss ways that that the company you work for might encourage its employees toengage in volunteerism and philanthropic organizations?Students’ answers will vary.Companies can takeinspiration fromthe Gates Foundationand various other foundations like the Eli and Edythe Broad Foundation, the WaltonFoundation,andthe Michael and Susan Dell Foundation andtryto incorporate some oftheir strategies.Theycouldresearch some of the agencies and organizations thatconduct programs to improve the living conditionsofthe poorandtoprovide funds tothem.4.What should Bill Gates do to develop and encourage Satya Nadella in his new role asCEO of Microsoft?Students’ answers will vary. Bill Gatescould giveSatya Nadellaan overview of thechallenges and problems he overcame while working as the CEOof the company.Hecould give him a fewexamplesof his work and support Nadellainunderstandingthesystem andjudgingwhat not to do in certain situations.5.If you were the gatekeeper of your organization, what did you learn after reading aboutBill Gates that might help you be the best you could be?Students’ answers will vary.Being a gatekeeper requires an individual tomakecomplexdecisions,conductresearch andchoose the best alternative, set agendas,andcontrol and handle different projectsat once.Along with all of these tasks, it isimportant to give back to the society. Gates’ example should help students understandthe various strategies implemented by him in different situations.6.If your grandparents had bought you 10 shares of Microsoft stock when you were bornand the dividends were used to purchase more stock, how much would that investmentbe worth today?Students’ answers will vary.Depending onhis or heryear of birth, thestudentwouldneed toanalyzethe Microsoft stock over the past few years and evaluate the currentmarket condition as well.

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107.What impact will the lay-off of thousands of employees have on Microsoft’s image?Students’ answers will vary.Microsoft decided to lay-off a thousand employees in2014,anditwas notreceivedwell.Microsoft honcho Stephen Elop’s way ofannouncing it with a memowas not exactly what the employees expected.There wereboth positive and negative criticisms toward Microsoft’s big change.8.If one of your best friends was one of the laid-off Microsoft employees, whatsuggestions would you give to him or her to find a job in today’s job market?Students’ answers will vary. One of the first things thatapersonneeds to do is network.The reality of finding employment with the same benefits, opportunities, etc., is achallenge; he should network with everyone in his professional, social, community, andpersonal networks.Many jobs arenotpostedonline, and it is only through word-of-mouth or employee referral that some positions are known. Next, he will need to takeadvantage of all outplacement services and entitlements offered by his company’shuman relations department.Whilelooking for a job,the individualwill need a positiveattitude and a willingness to take risks and embrace new and different opportunities.

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1Part 2 Critical IncidentsCritical Incident 2-1It’s Not Where You Start but Where You Finish: The Life of Oprah WinfreyQuestions for Discussion1.Go online and find at least two sources that will give you additional information about the“Life and Legend of Oprah Winfrey.”Students’ answers will vary.Theycan get additional information about the “Life and Legendof Oprah Winfrey” by referring to the websites given below:•http://www.achievement.org/autodoc/page/win0bio-1•http://www.heraldsun.com.au/ipad/the-legend-of-oprah-winfrey/story-fn6bn9st-12259616876192.If Oprah came into your classroom, what questions would you ask her?Students’ answers will vary.Theymay askherquestionsaboutthekind ofchallenges shefaced in her childhood.Studentsmay alsoaskher to give examples ofhow she overcamethosechallenges, what motivated her, and what advice shehasfor the youth of the nation.3.What responses do you think she would give to your questions?Students’ answers will vary.Herresponsemight include examples from her past,herstruggles,and also people who she drew inspiration from.Her responsemayrevolve aroundthese components:education,prayer,andsupport from her family members and the churchcommunity.4.Some of Oprah’s educational causes have been in other countries. If you were to ask her toexplain how she became involved in those situations, how do you think she would respond?How would her answer help you as you journey through life?Students’ answers will vary.Theiranswers should include Oprah’s views on the importanceof education. Students may suggest her desire to promote education which is a tool forempowerment of the poor.Theymay also research online and list a few programs that havehad Oprah as a major contributor.Students could receive important pointers on the journey

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2oftheirlife by drawing inspiration from her experiences.5.How do you think Oprah would respond if you asked her what she learned about leadershipand managing others from working on national TV versus having her own station?Students’ answers will vary.Theyshould point the differences betweenworking onnationalTV and having one’s own station. Students should also highlight the advantages anddisadvantages of working on national TV versus having one’s own station.They shouldkeep in mind thatthe level of freedom reach one gets while working on national TV and apersonal station varies.6.Food for Thought: Lupita Amondi Nyong’o won the 2014 Academy Award for BestSupporting Actress for her role in12 Years a Slave. She thought about becoming an actressafter seeing Whoopi Goldberg and Oprah Winfrey inThe Color Purple. Visit your localvideo store and get a copy of12 Years a SlaveorThe Color Purple. After reviewing themovies, answer the following questions: (a) In what ways were some of the people ruthless?(b) In what ways did the actress correctly use the various communication and supervisorytechniques discussed in the first eight chapters of this book?Students’ answers will vary.If time permits,instructorscan makearrangementsforanoverhead projector for the students to watch the moviein the classroom.Critical Incident 2-2Ethical Expense ReportingQuestions for Discussion1.Why would Kristy have shared with Ron the information she did regarding putting personalexpenses on her business trip report?Students’ answers will vary.Kristy would have shared the information with Ron consideringthe business tripthat Ron was planning.Since Kristy had just returned fromthebusinesstrip, she would have thought that the information might help Ron. Also, being aware thatwhat she did was unethical, she would have given the information to encourage Ron intodoing the same. This would not hurt her morale.2.What are some of the ethical issues facing Ron Bush in this situation?Students’ answers will vary.Ron Bush knows what Kristy did with the reimbursement of the

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3business trip expenses. Since Ron is reporting to Kristy,he might resort to adding non-businessexpensesthathe incurredon the business tripfor reimbursement.3.What are the possible benefits and the consequences of Ron’s taking the actions that weremodeled by Kristy?Students’ answers will vary.Ron might save some money by taking actionsthat weremodeled by Kristy. But theseactions might be unethical as Ron knows that only “business-related expenses” are reimbursed by the company. Also, since Ron is reporting to Kristy,hisactions might affect the relation betweenhim andher.4.Put yourself in Ron’s shoes. What will you do to solve the problem at hand?Students’ answers will vary.Theiranswers should be based on whether they would submitall the expenses incurred during the tripto the company.Studentsshould mention the reasonwhy theydecided on a certain thing. Mostof themwould say they would not submit theexpenses.Instructorsshould encourage the students to think of a practical solutiontotheproblem at hand.Critical Incident 2-3Supervisory HumorQuestions for Discussion1.Whatare the challenges facing the leadership of Software-n-More?Students’ answers will vary.One of the challenges the company faced was coordinationbetween the300 employees spread over five states.Itwasalsohaving a tough financialtime,asthe customers were moving to mass market chains and to e-retailers.The companywas beinghardhit by hackers in the last few years.The company’srestructuringthatwasrequireddue to the h0ard times in retail marketwas also a cause of concern.2.Was Don Fitzgerald’s “The Chopping Block” just a bit of humor to improve morale, or wasit a serious breach of a supervisor’s responsibilities?Students’ answers will vary.Some of them may say that from Don Fitzgerald’s perspectiveit might be a joke, butothers might see it as unprofessional and inappropriate. It’sa seriousbreach of a supervisor’s responsibilityasDon did not consult higher management foranyapprovalfor“The Chopping Block.” Don failed to exercise good supervisory power. He

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4should have kept in mind that such humor would be a potential threat to the company as itcould result in lawsuits by individuals who felt they were ridiculed or defamed.3.Evaluate the general positions as stated by each individual in this critical incident. Which ofthem do you find the most and the least credible?Students’ answers will vary.Don Fitzgerald considers “The Chopping Block” as goodhumor,and it might not affect anyone’ssentiment. Even though his intentions were to bringup employee morale, being a supervisor, he should have consulted the top management.President Swan andChandler Maneboth agree that this type of humor is notacceptable.4.Evaluate the alternatives available to Chandler Mane.Students’ answers will vary.Chandler Mane could take disciplinary action against Don. Doncould be demoted, fired, or given a warning(written or oral). Reduction of pay andcounsellingcan be considered too.5.If you were Chandler Mane, what will you recommend to President Swan, and why?Students’ answers will vary.Theiranswers, to some extent, willbe based on the answer tothe previous question.Chandler Mane may recommend that Don should be given a secondchance before taking any harsh actions against him.6.What are the key lessons you learned for this Critical Incident?Students’ answers will vary.Two key lessonsthatcan be learned from this Critical Incidentare:•Everyone has their own perspectiveonthings.•One should consult or approach higher authoritiesbefore taking decisions.7.Food for Thought Question: In a troubled economy,what can managers do to motivate theiremployees to continuously improve?Students’ answers will vary.In order to motivate the employees, managers should engage inactivities that is accepted by everyone.Theyshould appreciate the work that the employeeshave accomplished. Managers should also consider the grapevine,as it will be filled withrumors and half-truths. It’s important for them to know what is circulating in the grapevineat all times and correct the gossip that is potentially affecting the employees.Critical Incident 2-4

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5What Motivates Callie?Questions for Discussion1.What do employees such as Callie Michaelswant from work?Students’ answers will vary.Employees such asCallie Michaels want recognition and jobsatisfaction from their work. They want to be valued for their efforts and contributions to theorganization. Expectancy theory suggests that employees will be motivated if they perceivelinks between their efforts and performance and between their performance and rewards.2.Evaluate Highland Golf, Tennis and Ski Resort’s employee recognition program under theprevious ownership.Students’ answers will vary.Under the previous ownership, employee morale was at an all-time high; employees were friends, revenues were up, and job securitywasstrong.Employees felt that they were working in a “family-friendly” environment. They had a voicein their working conditions, and benefits were based on employees’ needs, i.e., childcarecompensation, flextime, flexible work policies, etc.3.What are some actions thatthecurrent management of Highland Golf, Tennis and SkiResort can take to improve employee morale?Students’ answers will vary.Employees who are valued and respected have increased jobproductivity and employee morale. This isanopportunity for management to open upcommunication with their directreportsto listen to their needs and wants. Just calling ameeting or sending out an email asking how management could better support them in theircurrent role at Highland could start to improve employee morale. Working conditions thatdo not fulfill employee needs ultimately cause dissatisfaction and frustration. Thedefinitional and conceptual framework for strategies for enhancing employee morale andmotivation include job design, job rotation, multitasking, job enrichment participativemanagement, and other opportunities for employees to be involved.4.Discuss the various models of motivation theory that could be relevant to thisincident.Students’ answers will vary.Maslow’stheory of needs is relevant in this situation.According to Maslow, when a lower-level need is fulfilled(job security), higher-level needsemerge that influence one’s motivation (self-esteem).In today’s culture, the need to knowand understand is strategically important.

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