Examination should include

• effect of the organization’s structure and culture on operations
• process for accomplishing goals, using available human, natural, technology, and capital resources
• ways of ensuring open communication channels
• ways of enabling workers to fulfill their responsibilities
• evaluation of workers’ performance
• provision of training and job-growth opportunities to workers
• assurance of worker equity, access, and safety
• resolution of conflicts
• performance of employment functions (e.g., recruiting, hiring, retaining, discharging).

Process/Skill Questions:

• What opportunities and/or activities can provide experience in management?
• What are your personal characteristics, habits, and activities that would be helpful in a professional management position?

Suggested Learning Activities:

Management: The Importance of Achieving Customer Satisfaction

Objective: Explain the importance of achieving and maintaining customer satisfaction.

Materials: Worksheets for each student:

• Customer Satisfaction
• Customer Expectations
• Teacher Notes

Management: The Importance of Internal and External Customer Service

Objective: Explain the importance of internal and external customer service.

Materials: Worksheet for each student, Internal Customer Service, and Teacher Notes