Analyzing Employee Motivation and Leadership Styles in Logistics môn Principle of Management | Trường Đại học Quốc tế, Đại học Quốc gia Thành phố Hồ Chí Minh

Nam, a new department head, insists on making all decisions himself. Although he is SAMPLE CASE
technically competent, employee morale is low and turnover is increasing.
Employees feel their ideas are ignored. CHAPTER 9 – Motivation Predicted Question Mini Case
Analyze Nam’s leadership style and recommend a more effective approach using
Mai is a supervisor at a logistics company. Recently, her team’s performance has leadership theories.
declined. Salaries remain competitive, but employees show low enthusiasm, avoid Key Points for Answer
responsibility, and do only what is required. Mai considers offering bonuses but is
unsure whether money alone will solve the problem.
● Identify Autocratic leadership
● Use Behavioral Leadership Theory Predicted Question
○ High task orientation, low people orientation
Using motivation theories , explain why Mai’s employees are demotivated and
● Apply Situational Leadership
recommend appropriate managerial actions.
○ Employees likely capable → participative or delegating style needed ● Recommend: Key Points for Answer ○ Democratic leadership
○ Empowerment and delegation
● Apply Maslow’s Hierarchy of Needs ○ Two-way communication
○ Lower-level needs (salary) already satisfied
○ Higher-level needs (esteem, self-actualization) unmet Key Terms
● Apply Herzberg’s Two-Factor Theory
○ Salary = hygiene factor (prevents dissatisfaction but does not motivate)
● Leadership style – Phong cách lãnh đạo
○ Lack of motivators (recognition, responsibility, achievement)
● Autocratic leadership – Lãnh đạo độc đoán ● Apply Expectancy Theory
● Participative leadership – Lãnh đạo tham gia
○ Low expectancy or instrumentality → effort not seen as leading to
● Empowerment – Trao quyền rewards ● Managerial solutions: ○ Job enrichment ○ Recognition programs CHAPTER 11 – Communication
○ Clear performance–reward linkage Mini Case Key Terms
A retail chain introduces a new customer service policy via email. Many employees
● Motivation – Động lực
misunderstand the procedures, leading to inconsistent service and customer
● Hygiene factors – Yếu tố duy trì complaints.
● Motivators – Yếu tố tạo động lực Predicted Question
● Expectancy – Kỳ vọng
Explain the communication problems in this case and propose solutions using the communication process model. CHAPTER 10 – Leadership Key Points for Answer Mini Case
● Identify communication breakdown: ○ Poor encoding
○ Appoint a devil’s advocate ○ Inappropriate channel ○ Invite external opinions ○ Lack of feedback ● Noise: Key Terms ○ Information overload ○ Ambiguous language
● Groupthink – Tư duy nhóm ● Solutions:
● Conformity – Sự tuân theo
○ Use multiple channels (meetings + training)
● Devil’s advocate – Người phản biện ○ Encourage feedback
● Team effectiveness – Hiệu quả nhóm ○ Simplify messages Key Terms CHAPTER 14 – Control
● Communication process – Quá trình giao tiếp ● Encoding – Mã hóa Mini Case ● Decoding – Giải mã
A manufacturing company sets clear production targets but rarely compares actual
● Feedback – Phản hồi
output with standards. Problems are only addressed after serious losses occur.
● Noise – Nhiễu thông tin Predicted Question
Evaluate the company’s control system and recommend improvements using the
CHAPTER 12 – Groups and Teams control process. Mini Case Key Points for Answer
A project team initially performs well, but during decision-making meetings, members ● Define Control
avoid conflict and quickly agree with the team leader—even when the decision is
● Steps of control process: risky. ○ Establish standards ○ Measure performance Predicted Question
○ Compare performance with standards
Identify the group phenomenon occurring in this team and explain how managers ○ Take corrective action can prevent it. ● Problems:
○ Lack of ongoing measurement Key Points for Answer
○ Reactive rather than proactive control ● Recommend: ● Identify Groupthink ○ Feedforward control ● Symptoms: ○ Concurrent control ○ Pressure to conform
○ Regular performance reports ○ Illusion of unanimity ○ Suppression of dissent Key Terms ● Consequences: ○ Poor decision quality ● Control – Kiểm soát ● Managerial prevention:
● Standards – Tiêu chuẩn ○ Encourage dissent
● Corrective action – Hành động điều chỉnh
● Feedforward control – Kiểm soát dự báo
● Concurrent control – Kiểm soát đồng thời
capabilities, and performance appraisal ensures alignment between individual and organizational goals.
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Without effective HRM, organizations face high turnover, low productivity, and REVIEW DETAIL strategic failure.
CHAPTER 9 – MANAGING HUMAN RESOURCES
4. Key Terms (English – Vietnamese)
1. Core Revision – Main Ideas
● Human Resource Management – Quản trị nguồn nhân lực
Human Resource Management (HRM) (Quản trị nguồn nhân lực)
● Recruitment – Tuyển dụng
→ The set of activities designed to attract, develop, and maintain an effective
● Selection – Tuyển chọn workforce.
● Performance appraisal – Đánh giá hiệu suất
● Compensation – Thù lao Key HRM Activities
● Human resource planning (Hoạch định nhân sự)
● Recruitment (Tuyển dụng)
● Selection (Tuyển chọn)
CHAPTER 10 – MANAGING DIVERSITY
● Training and development (Đào tạo và phát triển)
● Performance appraisal (Đánh giá hiệu suất)
1. Core Revision – Main Ideas
● Compensation and benefits (Lương thưởng và phúc lợi)
Workforce diversity (Đa dạng lực lượng lao động)
HRM aligns people strategy with organizational strategy .
→ Differences among people in organizations (gender, age, culture, race, values). Types of Diversity 2. Predicted Exam Questions
● Surface-level diversity (Đa dạng bề mặt) : age, gender, ethnicity
● Deep-level diversity (Đa dạng chiều sâu) : values, beliefs, attitudes
Q1. Explain the HRM process and why it is critical to organizational performance.
Q2. Discuss recruitment and selection, and explain how poor hiring decisions affect Diversity Management organizations.
→ Creating an environment where all employees can contribute fully.
3. Model Answers (Main Idea – Essay Style) 2. Predicted Exam Questions Answer Q1
Q1. What is workforce diversity? Explain its benefits and challenges.
Human Resource Management refers to all managerial activities involved in
Q2. How can managers effectively manage diversity in organizations?
acquiring, developing, and retaining employees. Effective HRM ensures that
organizations have the right people with the right skills at the right time .
HR planning forecasts labor demand and supply. Recruitment attracts qualified 3. Model Answers
candidates, while selection identifies the best fit. Training enhances employee Answer Q1
3. Model Answer (Expectancy Theory)
Workforce diversity refers to the wide range of differences among employees.
Expectancy theory states that motivation depends on three factors: expectancy
Diversity can enhance creativity, decision-making, and market understanding.
(effort → performance), instrumentality (performance → reward), and valence (value of reward).
However, diversity also creates challenges such as communication barriers,
misunderstandings, and conflict. Effective management is required to maximize
Employees are motivated when they believe effort will lead to good performance and
benefits while minimizing problems.
meaningful rewards. Managers must clarify performance standards and link rewards directly to performance. 4. Key Terms 4. Key Terms
● Workforce diversity – Đa dạng lực lượng lao động
● Surface-level diversity – Đa dạng bề mặt
● Motivation – Động lực
● Deep-level diversity – Đa dạng chiều sâu
● Expectancy – Kỳ vọng
● Inclusion – Hòa nhập
● Instrumentality – Tính công cụ
● Valence – Giá trị phần thưởng
CHAPTER 11 – MANAGING INDIVIDUAL BEHAVIOR
CHAPTER 12 – MANAGING TEAMS
1. Core Revision – Main Ideas
1. Core Revision – Main Ideas Key Concepts Team (Nhóm làm việc)
● Attitudes (Thái độ) → job satisfaction, organizational commitment
→ A group of people with complementary skills committed to a common goal.
● Perception (Nhận thức) → how individuals interpret situations
● Motivation (Động lực làm việc) → forces that drive behavior Types of Teams
Important Motivation Theories
● Functional teams (Nhóm chức năng)
● Cross-functional teams (Nhóm liên chức năng)
● Maslow’s hierarchy of needs (Tháp nhu cầu Maslow)
● Self-managed teams (Nhóm tự quản)
● Equity theory (Thuyết công bằng)
● Expectancy theory (Thuyết kỳ vọng) Team Effectiveness Factors ● Clear goals ● Trust 2. Predicted Exam Questions ● Appropriate leadership ● Open communication
Q1. Explain how motivation affects employee performance.
Q2. Discuss expectancy theory and its managerial implications. 2. Predicted Exam Questions
Q1. What makes a team effective? 2. Predicted Exam Questions
Q2. Compare groups and teams in organizations.
Q1. Explain the control process and its importance.
Q2. Discuss why employees resist control and how managers can reduce resistance. 3. Model Answer
Effective teams share clear objectives, mutual accountability, and complementary
skills. Trust and communication enhance cooperation. Managers must support teams 3. Model Answer
through proper structure and leadership.
Control ensures that organizational performance stays within acceptable limits.
Employees may resist control due to fear of evaluation or loss of autonomy.
Managers can reduce resistance by involving employees and using control systems 4. Key Terms fairly. ● Team – Nhóm ● Group – Tập thể
● Cohesiveness – Tính gắn kết 4. Key Terms
● Social loafing – Ỷ lại tập thể ● Control – Kiểm soát
● Standard – Tiêu chuẩn
● Corrective action – Hành động điều chỉnh
● Strategic control – Kiểm soát chiến lược CHAPTER 14 – CONTROL
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1. Core Revision – Main Ideas Control (Kiểm soát)
→ The regulation of organizational activities to ensure goal achievement Control Process
1. Establish standards (Thiết lập tiêu chuẩn)
2. Measure performance (Đo lường kết quả)
3. Compare performance with standards (So sánh)
4. Take corrective action (Hành động điều chỉnh) Types of Control
● Operations control (Kiểm soát hoạt động)
● Financial control (Kiểm soát tài chính)
● Structural control (Kiểm soát cơ cấu)
● Strategic control (Kiểm soát chiến lược)