New to this Edition  
  Preface  
  About the Author  
PART I PLANNING AND ORGANIZING  
  Chapter 1 Do You Really Want To Be a Supervisor?  
  Chapter 2 Customer Service  
  Chapter 3 Planning   
  Chapter 4 Organizing, Coordinating, and Controlling  
  Chapter 5 Reengineering, Mergers, and the Supervisor  
  Chapter 6 Position Descriptions and Performance Standards  
  Chapter 7 Policymaking and Implementation  
  Chapter 8 Personnel Recruitment  
  Chapter 9 Interviewing and Employee Selection  
  Chapter 10 Orientation and Training of New Employees  
  Chapter 11 Team Leadership  
  Chapter 12 Safety and Workplace Violence  
PART II LEADING PEOPLE  
  Chapter 13 Leaders and Managers  
  Chapter 14 Coaching  
  Chapter 15 Motivation, Reward, and Recognition  
  Chapter 16 Performance Feedback  
  Chapter 17 Counseling: Preventing Bigger Problems  
  Chapter 18 Disciplining: Correction of Behavior  
  Chapter 19 Cultural Diversity: Managing the Changing Work Force  
  Chapter 20 Conflict and Confrontation  
  Chapter 21 Employees with Problems  
  Chapter 22 Managing Difficult Employees  
  Chapter 23 Complaints, Grievances, and Appeals  
  Chapter 24 Personnel Retention  
  Chapter 25 Privacy and Confidentiality: Employees and Clients  
PART III HEALTHCARE COST CONTROL  
  Chapter 26 Managed Care  
  Chapter 27 Budgets and Cost Control  
PART IV DEVELOPING EMPLOYEES  
  Chapter 28 Job Redesign  
  Chapter 29 Managing Change  
  Chapter 30 Staff Development  
  Chapter 31 Delegation and Empowerment  
PART V SPECIAL SUPERVISORY SKILLS  
  Chapter 32 Spoken Communication  
  Chapter 33 Written Communication  
  Chapter 34 Holding Effective Meetings  
  Chapter 35 Decision Making and Problem Solving  
  Chapter 36 Negotiating Skills  
  Chapter 37 Time Management  
PART VI SELF-ENHANCEMENT FOR THE SUPERVISOR  
  Chapter 38 Coping with Stress and Burnout  
  Chapter 39 The Supervisor’s Career Development  
  Chapter 40 Politics, Networks, and the Supervisor’s Future