Book: SPIN Selling by Neil Rackham

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Notes:

Book: SPIN Selling by Neil Rackham

All the SPIN questions should be in the A2 in appropriate below 4 stages.

The four stages of a sales call

1 Preliminaries-> 2 Investigating (SPIN questions used in this stage) -> 3 Demonstrating capability-> 4 Obtaining Commitment

1 Preliminaries: These are the warming-up events that occur before the serious selling begins. Introduce yourself. Some sellers say this is very important as the customer forms crucial initial impressions that will influence the rest of the sale.

2 Investigating : You may be uncovering needs or getting a better understanding of your customers and their organisation. We use SPIN questions to do the investigating stage.

3 Demonstrating Capability: you are demonstrating the customer that you have something worthwhile to offer. You have to show the customer that you have a solution to customer’s problem. There are some effective ways to demonstrate the capability in the major sales.

4: Obtaining commitment: Finally a successful sales call will end with some sort of commitment from the customer. In smaller sales the commitment is usually in the form of a purchase but in larger sales there may be a whole range of other commitments you have to obtain before you reach the order stage like customer’s agreement to attend the product demonstration or to test a new material or give you access to higher level of decision maker. In larger sales each of these sales calls advances. In larger sales classic closing techniques taught in most sales-training programs are ineffective.

 

In larger business, talking about benefits will be important as customer wants to see any $ value coming from the investment. Why I am getting excited about this feature? (That is the benefit). In the assignment you don’t talk about features. You can talk about how these features can help them to do their work more easily, how easily it can help them to achieve the business goals and their KPIs. That is the benefits.

Examples for feature: This Laptop has a core i7 processor.-this does not mean anything to the customer.

What seller should say (Benefits): With the i7 processor you get from this laptop, you will be able to toggle between apps/ multiple screens. Boot up process is faster. This model can handle more apps than i3 processor which came with the earlier models.

E:G 2

Seller (features): this car has ASB breaks.

Benefits: This car has ASB break system which can keep your family safe.

Seller (feature): This pen has a replaceable ink cartridge feature.

Seller (Benefits) This pen has a replaceable ink cartridge feature, which never will require you to buy a new pen. You always can refill the cartridge.

Assignment must show that the seller has engaged with all the company stakeholders.

Has the seller fulfilled everyone’s needs?

This assignment needs to put more effort on investigation process. Seller has to do with the help with the customer so the customer understands the honest process seller is using to identify the company issue.

 

Need Pay-Off Question: If we fix that problem what that means to your business? How can that will be helpful to your business. Once they tell us the benefits from their voice, we put them in our business proposal to them. They feel we been interacted with them all along. Without getting the answer from them by asking “Need Pay-Off Question” , if we say to them that it will cost us $xxxxxx amount to fix your problem, customer would say “he is not interested to go ahead”. A2 should show how does my solution can fix this problem. That is the demonstrated applied knowledge. Ask implication questions from the customer so the seller knows the implications of their problems.

If these implications been fixed what does that means to your business? Capture all these and put in the business proposal. Proposal has to be clean, easy for the buyer to make a decision. No PowerPoint presentation. Do not let the customer think how this proposal going to fix their solution,  then it is not a good proposal. This is not an academic proposal. Think as a business proposal, customer should be able to understand the proposal easily without having to figure it out by themselves. Give the compelling reason to buy your solution, not other companies solution.

Good sales people are challengers who come back to the customers with lots of details what customer needs to hear. Always buyers should feel like they have controlled the situation, not you controlled. Seller has only guided buyer’s vision, and guided the conversation. Customer should feel like your business proposal came up with their own ideas, and then they are happy to buy it.

Good sales people (Challengers) take the customer on a journey. Not straight away jump and say it will cost $xxxxxx amount. I can fix your problem.

Challengers align themselves with the buyer.

Plan the sales cycle methodologically.

Challengers take the customer out of implied need to explicit need.

Implies need means customer just says negative statement which is not enough to do a sale. E:G “ We wish we did not have to wash dirty cups in the canteen very often”.

Explicit need is making customer buy a product. So need to turn the implied need to an explicit need, like how much time you think you can save if there is another dishwasher. So the Seller’s target has to turn the implied need to an explicit need.

SPIN

Selling equipment to the company.

S=Situation questions: At the start of the call, successful sales people gathering all the facts, data and background details in relation to the sale.

E:G “How long have you had your present equipment?” Or “Could you tell me about your company’s growth plans”?

Also too many questions can irritate the customer.

P= Problem questions: Once sufficient information has been established about buyer’s situation then start ask the problem questions. E:G “Is this operation difficult to perform?” or Are you worried about the quality you get from your old machine?” We call these problem questions as we explore their problems, difficulties and dissatisfactions to be helpful to our solution proposal. Inexperienced sellers do not ask enough problem questions.

I=Implication Questions. (Not investigation)

Get the pain out of their mouth. “How will this problem affect your future profitability?” or “ what effect does this reject rate have on customer satisfaction?” With these implication questions, good sellers asking implication questions to explorer further the customer problems and explore its effects or consequences. Then the customer will understand the seriousness or urgency.

N=Need pay off questions: “Would it be useful to speed this operations by 10 percent?” Or “if we could improve the quality of this operation, how would that help you?” Most importantly customer tells seller the benefits that sellers solution could offer. That is what we need to hear so we can put it in our proposal.

If we do not take this journey and align our shared vision with the customer, more likely our proposal will go ahead.

Obtaining Commitment: Four successful actions:

1 Giving attention to the Investigating and Demonstrating capability. Less successful sellers rush through the Investigating stage: as a result, they don’t do such an effective job of uncovering, understanding, and developing the needs of their customers. In the investigation stage, as a result of the questions they asked, their customers came to realise that they had an urgent need to buy. If you can convince the buyers that they need what you are offering, then they will often close the sale for you.

2 Checking that key concerns are covered. Successful sellers ask the buyers whether there were any further points or concerns that needed to be addressed.

3 summarising the benefits

In a larger sale the call may have taken several hours and covered a wide range of topics. Successful sellers pull the threads together by summarising key points of the discussion before moving to the commitment. It is more important to bring key points into focus just before the decision, so, summarize key points can be especially benefits.

4: proposing a commitment: Ask for the order is not a good closing method. Successful sellers don’t ask-they tell. The most natural and most effective way is suggest customer an appropriate next step.

Seller: (Checking key concerns) Is there anything else that we need to cover?

Buyer: No, I think we have discussed everything.

Seller: (summarising the benefits) Yes, We have certainly seen how the new system will speed your order processing and how it will be simpler to use than your present one. We have also discussed the way in which it can help out control costs. In fact, there seem to be some impressive benefits from changing, particularly as a new system would get rid of those reliability problems which have been worrying you.

Buyer: Yes, when you add it all up, there is a lot of value to us from making the change.

Seller: (proposing a commitment) Then I might suggest that the most logical next step would be for you and your accountant to come and see one of these systems in operation.

Buyer influences

1 Economic buyer influence: This person give the final approval. He can say yes or no to the business solution.

2 User buying influences: This person/people make judgements about the potential impact of your product or service. They will use or supervise the use of the product or service and their personal success is directly tied to your solution. You must satisfy their needs.

3 Technical buying influences

These role/roles is to screen out possible suppliers. They focus on the product and make recommendation based on how well it meets a variety of objective specifications. Technical buyers cannot give a final “yes”, but they can give a final “No”.

4 Coach

The unique and very special role of a coach is to guide you to your particular sales objectives by leading you to the other buyers and by giving you information that you need to position yourself effectively with each one. They can be found in the buying organisation or outside. Your couch’s focus is on helping you to make this sale.

If we established with customer that this problem going to cost them $300,000 a year and by fixing this which going to cost $150,000, they can see this deal is valuable and worth fixing it. However if the seller do not establish the journey ( 4 stages plus SPIN) and jump ahead and say that it will cost you $ 150,000, the customer will chase the seller away. You have to show that $ 150,000 is an investment which will pay off within a certain XX period. The customer has to be convinced that it is worthwhile of fixing and there is a return coming for it.

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According to Rychlak (1968), at the most liberal definitional level,

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I did some additional investigation after reviewing this week’s course materials.  I agree with the following description of a theory.

“According to Rychlak (1968), at the most liberal definitional level,

A theory may be thought of as a series of two or more constructions (abstractions), which have been hypothesized, assumed, or even factually demonstrated to bear a certain relationship, one with the other. A theoretical proposition, which defines the relationship between constructions (now termed “variables”), becomes a fact when that proposition is no longer contested by those individuals best informed on the nature of the theory, and dedicated to study in the area of knowledge for which the theory has relevance. Theories vary in their levels of abstraction, objectivity-subjectivity, realism-idealism, perspective, and formality-informality. (p. 42)” (Gelso, 2006).

Gelso (2006) continues by explaing that a theory is made up of the following ingredients.

Descriptive ability: Fully describes the phenomena being theorized about.

Explanatory power: Clarifies the “why” of things—what causes what.

Heuristic value: Generates scientific research.

Testability: Contains propositions that can be tested and disconfirmed through research.

Integration: Organizes ideas into coherent and logically consistent picture.

Parsimony: Includes only the constructs and ideas that are necessary to explain the phenomena in the theory. No excess baggage.

Clarity: States its ideas clearly, explicitly, and precisely.

Comprehensiveness: Thoroughly specifies the relationships within its domain.

Delimitation: Contains clear boundaries as to what is included and studied”.

Real life situations are complex.  Applying a theory to a real life situation can help to distinguish the various components involved.  Dissecting the situation can bring clarity to what the fundamental factors are.

Theory can inform the actual practice of management.  For example, I find Theory Y very useful.  One of my past managers was a Theory Y manager.  He approached each team member as a partner and he gave each of us the room to experiment and to be inventive.  Team members were fully engaged and made personal investments in what they were doing by putting in extra effort to see their projects through.  The manager was always available to coach us with encouraging words.  I felt like a valued contributor and enjoyed my work.

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In Bartunek’s (2008) article titled “You’re an Organization Development

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In Bartunek’s (2008) article titled “You’re an Organization Development Practitioner-Scholar: Can You Contribute to Organizational Theory?” the author discusses two types of theories that shape actions: espoused theories and theories-in-use. In this Discussion, you examine these concepts as they relate to your organizational practice or to an organization with which you are familiar. Post by Day 3, a few paragraphs explaining how the concepts of espoused theories and theories-in-use relate to your organizational practice or to an organization with which you are familiar. Explain how doctoral candidates and managers could develop or establish these connections between academic scholarship and actual practice. Conclude your posting by explaining what lessons in Bartunek’s article you could readily apply to your professional practice or to an organization with which you are familiar.

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The city council has specifically asked you to address these subjects: • Explain the ecological footprint. What does it measure?

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The city council has specifically asked you to address these subjects: • Explain the ecological footprint. What does it measure? • Explain how the ecological footprint of your household differs from the national average. • Describe two or more actions that would improve the footprint of your household. • Advocate for one policy that would improve the footprint of your community, state, or country. Describe and explain the advantages and costs associated with your recommended policy. In addition, be sure your Discussion includes: • At least three science-related terms • Two specific examples from the readings provided or other sources you find. Be sure to include information about each source, including title, author, year, and page number. If you refer to concepts from your Homework Units, note the unit and element (lecture notes, video, etc.) to which you refer. 500 words • Global Footprint Network. (2014). Footprint calculator. Retrieved from http://footprintnetwork.org/en/index.php/GFN/page/calculators/ • Science for the People. (n.d.). What is your footprint? A first step in understanding your eco-impact. Retrieved fromhttp://scienceforthepeople.net/CapBld/foot/Efoot_calc.htm

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The city council has specifically asked you to address these subjects: • Explain the ecological footprint. What does it measure?

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The city council has specifically asked you to address these subjects: • Explain the ecological footprint. What does it measure? • Explain how the ecological footprint of your household differs from the national average. • Describe two or more actions that would improve the footprint of your household. • Advocate for one policy that would improve the footprint of your community, state, or country. Describe and explain the advantages and costs associated with your recommended policy. In addition, be sure your Discussion includes: • At least three science-related terms • Two specific examples from the readings provided or other sources you find. Be sure to include information about each source, including title, author, year, and page number. If you refer to concepts from your Homework Units, note the unit and element (lecture notes, video, etc.) to which you refer. 500 words • Global Footprint Network. (2014). Footprint calculator. Retrieved from http://footprintnetwork.org/en/index.php/GFN/page/calculators/ • Science for the People. (n.d.). What is your footprint? A first step in understanding your eco-impact. Retrieved fromhttp://scienceforthepeople.net/CapBld/foot/Efoot_calc.htm

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Management Theories and Models

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Management Theories and Models

The purpose of this assignment is to help you identify and understand how management theories and models illuminate the practice of management. Management practitioners need to be able to take a management topic, trend, or issue, and identify and analyze the management theory and model that underlies it. This is a skill you will develop throughout your program.

This Assignment covers topics presented in Weeks 5 (theory) and 6 (models). It is due in Week 6.

For this Assignment you may use one of the topics or issues from the Weeks 3 and 4 Discussion or the Week 4 Assignment, or you may select a new one.

At this point in the course, you are expected to know that you need to use the APA course paper template and apply appropriate scholarly writing skills and best practices. You may wish to review information and resources from previous weeks in the course for this information.

The Assignment (5–7 pages):

  • Briefly provide an introduction to the management topic, trend, or issue you selected.
  • Identify the theory (or theories) that underlies or drives the topic, trend, or issue you selected. Explain how this theory (or these theories) help explain the phenomenon being observed.
  • Identify the model (or models) that correspond with the theories you identified. Briefly explain the model(s) and how these models relate to the topic and/or theory.
  • Include appropriate citations to the literature throughout the Assignment to support your position.

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Review the Ethics in Action scenario in Chapter 7 of your text.

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Review the Ethics in Action scenario in Chapter 7 of your text.

Write a paper of not more than 1,050 words in which you answer the following questions: •Does an employer have an ethical obligation to take corrective or preventative action when the employer knows, or has reason to know, that the employee poses a danger to others? •Does it matter whether the employer has irrefutable evidence that the employee poses a danger to others or whether the employer has only a reasonable suspicion to that effect? •If an employer has an ethical obligation to take corrective or preventative action, to whom does that obligation extend and what should that obligation entail? •Does the employer owe any ethical obligation to the employee in such situations? •What potential torts are demonstrated in the scenario? •Analyze any potential criminal liability for the employer and the employee.

Cite at least 5 peer-reviewed references.

Format your paper consistent with APA guidelines.

Click the Assignment Files tab to submit your assignment.

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.In the fourth hour post op, you notice that Mrs Akimoto’s respiratory rate has decreased to 8/min and her oxygen saturation has dropped to 89%

1 .In the fourth hour post op, you notice that Mrs Akimoto’s respiratory rate has decreased to 8/min and her oxygen saturation has dropped to 89%. (100 words)

Identify and give the pathophysiology behind why this complication could be the cause of this deterioration?  Identify six (6) nursing interventions you would perform in this situation?

After you come back from your dinner break, you enter Mrs Akimoto’s room to find her unresponsive.  (100 to 150 words)

As an Enrolled Nurse, what are four (4) ways you could contribute to the emergency management of Mrs Akimoto?What equipment may be brought to the bedside to assist in Mrs Akimoto’s care?Name the two (2) first line drugs found on the resuscitation trolley.Identify the actions of these 2 drugs and their route of administrations.

What four (4) changes to the presentation of the wound and patient would make you suspect an expanding infection process is occurring? Identify the name of a generalised infection in the blood stream and its treatment.What is the potential side effect of this generalised infection if left untreated? (75 words)

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Legal Environment

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Sandley Vacuum Sales hires Rhonda Piper and Martina Stuart to be door-to-door salespersons. Ms. Piper has a record of committing physical violence against people who displease her, including four convictions for assault. Ms. Stuart has lead a sensible and very gentle life and is known for her hospitality and homemaking skills by her friends and family. On Ms. Piper’s first day of employment with Sandley, she beats up three women who decline to purchase her wares after she has spent over an hour with each giving a demonstration of the vacuums. Three days later, Ms. Stuart becomes frustrated and beats up three other prospective customers who criticize Sandley’s products while she is giving a demonstration of their wares. All six victims sue Sandley.

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Quality and Safety

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Unit outcomes addressed in this Assignment: • Assess quality and techniques for improving quality and safety. Course outcome addressed in this Assignment: HA540-3: Research methods of assessing quality and techniques for improving quality and safety Instructions: In this assignment, you will be researching dimensions of quality and safety in healthcare, specifically long-term care, and how various industries can apply these concepts to improve operations. ● Using the Medicare Nursing Home Compare website, research one nursing home that displays a low level of quality as indicated by their Five Star Rating* ○ The nursing home should display a low level of quality (-2 star rating) ○ The nursing home should display a low level of safety ● Provide a general overview of the nursing home (e.g., name, location, bed size, ownership, etc.) ● Discuss the quality performance of the nursing home as evident by its most recent health care inspection (e.g., deficiencies, citations, financial penalties, etc.). This can be accomplished by thoroughly reading the nursing home’s statement of deficiencies and plan of action to correct quality deficiencies (CMS Form 2567). ● Discuss the safety performance of the nursing home as evident by its most recent life safety inspection (e.g., life safety citations, financial penalties, etc.). This can be accomplished by thoroughly reading the nursing home’s life safety code statement of deficiencies and plan of action. ● Discuss appropriate techniques that you would use to improve quality in the nursing home. ● Discuss appropriate techniques that you would use to improve safety in the nursing home. ● Be sure to include details about the deficiencies that you found. ● Report your findings by using one (1) of the methods below: ○ 3-4 page paper excluding front and back matter (APA standards apply). ○ Internal organizational memorandum. ○ Infographic 2 Kaplan University School of Health Sciences HA540 Unit 7 Assignment COURSE # ○ Power Point presentation for a Board of Directors (10-12 slides; speaker notes as needed to support assertions). ○ 7-10 minute public service announcement (using a free online voice recorder such as vocaroo.com) ○ Video newscast (using a free online video recorder such as YouTube.com)(e.g., entertainment talk show, television commentary, interview-style, news reporting, etc.). ○ The use of first person is permitted for this assignment (excluding option 1). ● APA formatting (e.g., title page, conclusion, reference page, etc.) should not be used. •You can select any nursing home published on the Medicare Hospital Compare website. To narrow your selection, consider researching nursing homes in your community, previous places of residence, employers, competitors, or even a nursing home you would like to network with someday. References: http://www.medicare.gov/nursinghomecompare/search. html https://www.cms.gov/Medicare/CMS-Forms/CMS-Forms/downloads/cms2567.pdf http://www.cdc.gov/nchs/nnhs.htm Submitting your work: Submit your Assignment to the appropriate Dropbox. For instructions on submitting your work, view the Dropbox Guide located under Academic Tools at the top of your unit page. Please be sure to download the file “Writing Center Resources” from Doc Sharing to assist you with meeting APA expectations for written Assignments.

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I did some additional investigation after reviewing this week’s course materials. I agree with the following description of a theory.

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I did some additional investigation after reviewing this week’s course materials.  I agree with the following description of a theory.

“According to Rychlak (1968), at the most liberal definitional level,

A theory may be thought of as a series of two or more constructions (abstractions), which have been hypothesized, assumed, or even factually demonstrated to bear a certain relationship, one with the other. A theoretical proposition, which defines the relationship between constructions (now termed “variables”), becomes a fact when that proposition is no longer contested by those individuals best informed on the nature of the theory, and dedicated to study in the area of knowledge for which the theory has relevance. Theories vary in their levels of abstraction, objectivity-subjectivity, realism-idealism, perspective, and formality-informality. (p. 42)” (Gelso, 2006).

Gelso (2006) continues by explaing that a theory is made up of the following ingredients.

Descriptive ability: Fully describes the phenomena being theorized about.
Explanatory power: Clarifies the “why” of things—what causes what.
Heuristic value: Generates scientific research.
Testability: Contains propositions that can be tested and disconfirmed through research.
Integration: Organizes ideas into coherent and logically consistent picture.
Parsimony: Includes only the constructs and ideas that are necessary to explain the phenomena in the theory. No excess baggage.
Clarity: States its ideas clearly, explicitly, and precisely.
Comprehensiveness: Thoroughly specifies the relationships within its domain.
Delimitation: Contains clear boundaries as to what is included and studied”.

Real life situations are complex.  Applying a theory to a real life situation can help to distinguish the various components involved.  Dissecting the situation can bring clarity to what the fundamental factors are.

Theory can inform the actual practice of management.  For example, I find Theory Y very useful.  One of my past managers was a Theory Y manager.  He approached each team member as a partner and he gave each of us the room to experiment and to be inventive.  Team members were fully engaged and made personal investments in what they were doing by putting in extra effort to see their projects through.  The manager was always available to coach us with encouraging words.  I felt like a valued contributor and enjoyed my work.

References

Gelso, C. J. (2006). Chapter 32: Applying theories to research: The interplay of theory and research in science. In F. T. Leong, & J. T. Austin (Eds.), The psychology research handbook: A guide for graduate students and research assistants (pp. 455-465). Thousand Oaks, CA: SAGE Publications, Inc.

Nirenberg, J. (n.d.). Theory X, Y, Z. Minneapolis, MN: Walden University.

Rychlak, J. F. (1968). A philosophy of science for personality theory. Boston: Houghton Mifflin.

  1. My understanding of what a theory is an educated guess to a hypothec situation or proposition. In the media video, I think it gave a great definition of a theory to be “Pulling together ideas and putting then to a test.” Many of my experiences as a human resource professional and manager are continually coming up with ideas to make the organization a great place to work. Some of the “ideas” or “test” that I came up with were put to consideration and tested. Every year all managers were required to do a year performance evaluations on their direct reports. In the past, we tried different tactics to try and stay consistence with the numeric ratings and written content in these evaluations. I created a quarterly and yearly calibration sessions with all directors, managers, and team leaders. These sessions were broken up into separate departments. Once these decisions were collectively made as a group, we were on “one accord” with the overall outcomes of all the evaluations. This theory was tested and proven to work with our environment (union vs. non-union). We broaden our calibration sessions not only to help our team with performance evaluations, but merit increases and our yearly bonuses decisions.

To have an understanding of nature is important part of management. Workers and managers will need to work together to have an effective and productive team. A worker will need to know how they fit into this structure and managers need to have an understanding on how they can be productive in supporting their employees with the appropriate leadership style. Managers must evaluate the work setting and its characteristic of each role in order to determine if it can deal with its employees.

The theories from Douglas McGregor and Will Ouchi are known well in the development and management fields. In McGregor’s Theory X and Theory Y and Ouchi on the Theory Z, they both look at the attitudes of managers and workers with similar contrasting views of how workers are perceived by management and how workers perceive their role in the organization. McGregor assumptions of humans in the work place, (Theory X) assumed that they are lazy and will try to avoid their responsibilities. While Theory Y, assumes people have a creative mindset and find enjoyment within their work. In the Theory X and Y are sometimes interchangeable. The similarities and differences of those two theorist deals with perceptions and assumptions of humans. Perceptions can take a form on how management views its employees. (Lee, 1982)

Theory Z deals with the way workers perceived by managers and how the managers are perceived by its workers. This theory is often referred to as the “Japanese” management style. In Japanese culture, workers are more participative and capable of performing many tasks which emphases on job rotation. This theory workers have a need to be supported by the organization and highly value a working environment for family, cultures, and traditions and are defiantly regarded as important to work itself. Assumptions can be made based on observations of workers and the relationship with management. I think that mangers should be supporting and trusting of their employees in order to gain the support of decisions made by the organization.

References

Lee, James A. (1982). The Gold and the Garbage in Management Theories and Prescriptions. Athens: Ohio University Press.

Massie, Joseph L. and John Douglas. (1992). Managing: A Contemporary Introduction. Englewood Cliffs: Simon & Schuster Company.

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