Ôn thi giữa kỳ: Đối mặt với Thách thức và Cơ hội | Môn Principles of Management - Trường Đại học Quốc tế, Đại học Quốc gia Thành phố Hồ Chí Minh

lOMoAR cPSD| 58504431 Chapter 1
A diverse and multicultural workforce presents both challenges and opportunities for employers.
Understanding and effectively managing these dynamics can lead to significant advantages in terms of
innovation, market reach, and organizational effectiveness. Here's a detailed look at both aspects: Challenges
1. Communication Barriers:
o Issue: Differences in language, communication styles, and cultural norms can lead to
misunderstandings and misinterpretations among employees.
o Impact: Miscommunication can result in decreased collaboration, errors, and conflicts,
affecting overall productivity and morale.
2. Cultural Differences:
o Issue: Varying cultural norms and values may lead to differences in work ethics,
attitudes toward hierarchy, and approaches to problem-solving.
o Impact: These differences can create friction or misunderstandings in teamwork,
decision-making, and conflict resolution.
3. Bias and Discrimination:
o Issue: Unconscious biases and prejudices can lead to unfair treatment and
discrimination, affecting hiring, promotions, and everyday interactions.
o Impact: This can undermine employee morale, reduce job satisfaction, and potentially
lead to legal issues or reputational damage.
4. Integration and Inclusion:
o Issue: Integrating diverse employees into a cohesive team can be challenging, especially
if there are existing biases or a lack of inclusive practices.
o Impact: Failure to create an inclusive environment can lead to alienation and
disengagement among employees from minority backgrounds.
5. Resistance to Change:
o Issue: Employees and managers accustomed to a homogeneous workplace might resist
changes brought about by diversity initiatives.
o Impact: This resistance can hinder the implementation of diversity and inclusion
strategies and affect overall organizational culture. Opportunities
1. Enhanced Innovation and Creativity: lOMoAR cPSD| 58504431
o Opportunity: A diverse team brings a wide range of perspectives and experiences,
fostering creativity and innovative problem-solving.
o Impact: This can lead to more innovative ideas, products, and services, helping the
organization stay competitive and responsive to market needs.
2. Broader Market Reach:
o Opportunity: Employees from diverse backgrounds can provide insights into different
cultural markets and customer preferences.
o Impact: This can enhance the organization’s ability to reach and serve a global or varied
customer base, improving market penetration and customer satisfaction.
3. Improved Employee Performance and Satisfaction:
o Opportunity: An inclusive work environment where employees feel valued and
respected can lead to higher job satisfaction, engagement, and retention.
o Impact: This contributes to better performance, lower turnover rates, and a positive
organizational culture.
4. Talent Attraction and Retention:
o Opportunity: Organizations known for their commitment to diversity and inclusion can
attract top talent from a broader pool.
o Impact: This helps in building a strong, skilled workforce and enhances the
organization’s reputation as an employer of choice.
5. Enhanced Problem-Solving and Decision-Making:
o Opportunity: Diverse teams can approach problems from different angles and bring
varied solutions to the table.
o Impact: This diversity in thought can lead to more effective and well-rounded decision- making processes.
Strategies to Leverage Opportunities and Address Challenges
1. Training and Education:
o Implement diversity training programs to improve cultural competence and reduce
biases. This includes training on effective communication and conflict resolution strategies.
2. Inclusive Policies and Practices:
o Develop and enforce policies that promote inclusion, equity, and fair treatment. This
includes ensuring that recruitment, hiring, and promotion practices are free from discrimination. lOMoAR cPSD| 58504431
3. Foster Open Communication:
o Create channels for open dialogue where employees can share their concerns and
experiences. This helps in addressing misunderstandings and building a more inclusive environment.
4. Encourage Collaboration:
o Promote team-building activities and collaborative projects that bring together
employees from diverse backgrounds, fostering mutual understanding and respect.
5. Monitor and Evaluate:
o Regularly assess the effectiveness of diversity and inclusion initiatives through surveys,
feedback, and performance metrics. Make adjustments based on findings to
continuously improve the work environment. Conclusion
A diverse and multicultural workforce can be a powerful asset for organizations, offering numerous
opportunities for growth, innovation, and competitive advantage. However, realizing these benefits
requires a proactive approach to addressing the associated challenges. By implementing effective
strategies and fostering an inclusive culture, employers can turn the complexities of diversity into
significant organizational strengths. 1. Prejudice
Definition: Prejudice refers to preconceived opinions or attitudes toward individuals or groups that are
not based on reason or actual experience. It often involves negative judgments about people based on
their race, gender, religion, nationality, or other characteristics.
Example: If someone believes that women are less capable of leadership than men, they are expressing a
gender-based prejudice. This bias might lead them to overlook qualified women for leadership roles,
despite their actual skills and experiences. 2. Discrimination
Definition: Discrimination is the act of treating people unfairly or unequally based on their characteristics
such as race, gender, age, or disability. It occurs when prejudiced beliefs are translated into actions or
policies that disadvantage certain groups.
Example: If a company has a policy of not hiring individuals over the age of 50, regardless of their
qualifications, this would be age discrimination. It unfairly excludes experienced professionals based solely on their age.
3. Glass Ceiling Effect
Definition: The "glass ceiling" is a metaphor for the invisible barriers that prevent certain groups,
particularly women and minorities, from advancing to higher levels of leadership or success in their lOMoAR cPSD| 58504431
careers. Despite their qualifications and achievements, these individuals face unacknowledged obstacles
that limit their career progression.
Example: A highly skilled female executive consistently receives positive performance reviews and
achieves excellent results, but she is repeatedly passed over for promotions to executive roles. Instead,
these positions are given to less qualified men. This pattern represents the glass ceiling effect, where
systemic barriers impede the advancement of qualified women.
Each of these concepts reflects different aspects of systemic inequality and social bias, and addressing
them often requires both individual and institutional efforts to create a more equitable environment. 1. Productivity
Definition: Productivity measures the output produced per unit of input used. It reflects how efficiently
resources (such as time, labor, and materials) are utilized to achieve a certain level of output.
2. Performance Effectiveness
Definition: Performance effectiveness refers to the degree to which an organization or individual achieves
their goals or objectives. It assesses whether the right goals are being met and how well outcomes align
with strategic objectives. 3. Performance Efficiency
Definition: Performance efficiency measures how well resources are utilized to achieve a specific level of
output. It focuses on the ratio of actual performance to the expected or optimal performance under given conditions.
Open system Concepts: The concept of organizations as open systems is a foundational idea in
organizational theory and management. It suggests that organizations are not isolated entities but rather
interact continuously with their external environment. Here’s a breakdown of what this means:
1. Open Systems Concept
Definition: An open system is one that continuously interacts with its environment by exchanging
resources, information, and energy. Unlike closed systems, which are isolated and do not exchange with
their surroundings, open systems are affected by and can affect their external environment. 2. Key
Components of Open Systems in Organizations 1. Inputs:
o Definition: Resources that organizations acquire from their environment to function and produce goods or services.
o Examples: Raw materials, human resources, information, and financial capital.
2. Throughput (or Transformation Process):
o Definition: The process through which inputs are transformed into outputs. o
Examples: Production processes, decision-making, and internal operations. lOMoAR cPSD| 58504431 3. Outputs:
o Definition: The products or services that organizations deliver back to the environment.
o Examples: Finished goods, services, or information provided to customers or stakeholders. 4. Feedback:
o Definition: Information about the outputs that organizations receive from their
environment, which they use to adjust and improve their processes.
o Examples: Customer reviews, sales data, and performance metrics. 5. Environment:
o Definition: The external factors that affect the organization and with which it interacts.
o Examples: Market conditions, regulatory policies, technological advances, and socioeconomic trends.
3. Interactions with the Environment
Adaptation and Response: Organizations must adapt to changes in their environment to survive and
thrive. This means responding to market demands, technological advancements, competitive pressures,
and regulatory changes. For example, a company might need to innovate its products to stay competitive
or adjust its business practices to comply with new regulations.
Resource Dependence: Organizations rely on external resources such as raw materials, financial capital,
and human talent. Changes in the availability or cost of these resources can impact organizational
performance. For example, a shortage of a key material might force a manufacturer to find alternative
suppliers or alter production methods.
Information Flow: Effective communication and information exchange with the environment are crucial.
Organizations must gather and interpret information from external sources to make informed decisions.
For instance, a tech company might monitor industry trends to guide its product development strategy.
Influence and Impact: Organizations also have an impact on their environment. They can shape market
trends, influence public policy, and contribute to social change. For example, a major corporation might
launch a sustainability initiative that sets new standards for environmental responsibility in its industry. Example Retail Business: •
Inputs: A retail store acquires products from suppliers, hires employees, and invests in store infrastructure. •
Throughput: The store organizes and displays products, manages sales processes, and interacts with customers. •
Outputs: The store sells products to customers, generating revenue. lOMoAR cPSD| 58504431 •
Feedback: Customer feedback, sales data, and market trends help the store adjust its inventory,
marketing strategies, and customer service. •
Environment: The store operates within a broader economic, social, and technological
environment, which includes competitors, consumer preferences, and economic conditions.
In summary, viewing organizations as open systems emphasizes the importance of their interaction with
and adaptation to external factors. This perspective helps in understanding how organizations function
dynamically and how they must continuously adjust to maintain effectiveness and sustainability. Chapter 2
1. Develop a “Science” for Each Job
Definition: This principle involves creating a systematic and scientific approach to each job, which includes
analyzing and determining the most efficient way to perform tasks. This “science” encompasses rules of
motion, standardized tools, and optimal working conditions. Explanation: •
Rules of Motion: This refers to breaking down tasks into their basic components and establishing
the most efficient way to perform each motion. For example, in a manufacturing process, Taylor
might analyze the movement of a worker’s hands and arms to minimize unnecessary motions. •
Standardized Work Implements: Tools and equipment should be standardized to ensure
consistency and efficiency. This could involve designing specific tools that fit the task perfectly,
reducing variation and improving productivity. •
Proper Working Conditions: The work environment should be optimized for efficiency. This
includes aspects such as lighting, temperature, and layout of the workspace to enhance worker comfort and performance.
Example: In a factory setting, Taylor might analyze the tasks involved in assembling a product, standardize
the tools used, and ensure that the work area is arranged to reduce the need for workers to move around excessively.
2. Carefully Select Workers with the Right Abilities for the Job
Definition: This principle emphasizes the importance of matching workers to jobs that suit their skills and
capabilities. By selecting individuals whose abilities align with the job requirements, organizations can
enhance performance and efficiency. Explanation: •
Selection Process: This involves assessing workers’ skills, strengths, and weaknesses through
methods such as tests or performance evaluations. The goal is to assign workers to roles where
they can perform most effectively. •
Skill Matching: Ensuring that workers have the necessary physical and cognitive abilities for their
specific tasks leads to better outcomes and fewer errors. lOMoAR cPSD| 58504431
Example: In a manufacturing plant, selecting workers with good manual dexterity for assembly line tasks
ensures that they can perform the required tasks more efficiently and with fewer mistakes.
3. Carefully Train Workers and Provide Proper Incentives
Definition: This principle stresses the importance of training workers to perform their tasks according to
the established “science” and motivating them through incentives to adhere to these methods. Explanation: •
Training: Workers need to be thoroughly trained in the standardized methods and procedures
developed for their jobs. Training ensures that they understand the best practices and can execute tasks efficiently. •
Incentives: Motivational strategies, such as financial rewards or recognition, are used to
encourage workers to follow the prescribed methods and perform at their best.
Example: In a factory, workers might be trained to use new, more efficient machinery and receive bonuses
for meeting or exceeding productivity targets. This encourages adherence to the established methods and improves overall efficiency.
4. Support Workers by Planning Their Work and Smoothing the Way
Definition: This principle focuses on providing workers with the necessary support to carry out their tasks
effectively. It involves planning the work process in detail and removing obstacles that might hinder performance. Explanation: •
Work Planning: Managers should plan and organize the workflow, ensuring that all necessary
resources and instructions are available to workers. This involves scheduling tasks and
coordinating resources efficiently. •
Problem Solving: Addressing any issues or barriers that workers face during their tasks is crucial.
This can include removing physical obstacles, providing additional tools, or making adjustments to workflows.
Example: In a production environment, supervisors might ensure that workers have all the required
materials and tools in place before starting a shift. They also address any potential issues that could disrupt
the workflow, such as equipment maintenance or supply shortages. Summary
Frederick Taylor’s principles of Scientific Management focus on improving efficiency and productivity
through systematic approaches. By developing a science for each job, selecting the right workers,
providing thorough training and incentives, and supporting workers through careful planning and
problem-solving, organizations can optimize performance and achieve greater success. These principles
have had a profound impact on management practices and continue to influence contemporary
approaches to work organization and efficiency. lOMoAR cPSD| 58504431
Bureaucratic organizations are structured in a way that emphasizes systematic procedures and clear
hierarchies to achieve efficiency and predictability. Here’s an explanation of the key characteristics of
bureaucratic organizations, along with examples to illustrate each:
1. Clear Division of Labor
Definition: In bureaucratic organizations, tasks and responsibilities are divided into specialized roles. Each
employee has a specific set of duties and functions, which helps in creating efficiency and expertise. Explanation: •
Specialization: Tasks are divided based on function, skill, or department. This allows employees
to focus on specific areas, increasing productivity and efficiency. •
Role Clarity: Each role has well-defined responsibilities, reducing overlap and confusion.
Example: In a government agency like the Department of Motor Vehicles (DMV), there are specialized
roles such as clerks handling applications, examiners conducting driving tests, and managers overseeing
operations. Each employee performs distinct tasks related to their specialization.
2. Clear Hierarchy of Authority
Definition: Bureaucratic organizations have a well-defined hierarchical structure where authority and
decision-making power are clearly delineated. This hierarchy is usually represented in an organizational chart. Explanation: •
Chain of Command: There is a structured chain of command, where each level of authority is
clearly defined. Employees report to supervisors, who in turn report to higher-level managers. •
Decision-Making: Authority and decision-making power are centralized at different levels depending on the hierarchy.
Example: In a multinational corporation like IBM, the organizational structure includes various levels from
entry-level employees to executives. An employee at a lower level might report to a supervisor, who
reports to a department head, who then reports to a regional manager, and so on up to the CEO.
3. Formal Rules and Procedures
Definition: Bureaucratic organizations operate according to formal rules and procedures that are
documented and standardized. These rules govern how tasks are performed and how decisions are made. Explanation: •
Standardization: Processes and procedures are standardized to ensure consistency and predictability. •
Documentation: Rules and procedures are documented in manuals or guidelines to ensure
everyone follows the same protocols. lOMoAR cPSD| 58504431
Example: In a large financial institution like JPMorgan Chase, there are detailed procedures for handling
transactions, customer service, and compliance. Employees follow these written procedures to ensure
uniformity and accuracy in their work. 4. Impersonality
Definition: Bureaucratic organizations emphasize impartiality and objectivity, minimizing personal biases
and emotions in decision-making and interactions. The focus is on roles and functions rather than individual personalities. Explanation: •
Objective Criteria: Decisions and evaluations are based on established criteria and rules rather
than personal relationships or favoritism. •
Professionalism: Interactions and evaluations are conducted in a professional manner,
maintaining a focus on the tasks at hand.
Example: In a university, admissions decisions are made based on standardized criteria and documented
procedures, rather than personal relationships or subjective opinions of the admissions committee members.
5. Careers Based on Merit
Definition: In bureaucratic organizations, career advancement is based on merit and qualifications rather
than personal connections or favoritism. Employees are promoted based on their performance, skills, and achievements. Explanation: •
Merit-Based Promotion: Employees are evaluated for promotions and career advancement based
on their performance, skills, and adherence to organizational standards. •
Performance Appraisal: Regular performance appraisals are conducted to assess employees’
qualifications for advancement.
Example: In a large academic institution, faculty members may be promoted to higher ranks (e.g., from
Assistant Professor to Associate Professor, then to Professor) based on their academic achievements,
research contributions, and teaching performance, rather than personal connections.
1. Excessive Paperwork or “Red Tape” Explanation: •
Bureaucratic organizations often require extensive documentation and adherence to formal
procedures, which can lead to excessive paperwork. This “red tape” can slow down processes and create inefficiencies. Example: lOMoAR cPSD| 58504431 •
In a federal agency such as the U.S. Environmental Protection Agency (EPA), regulatory processes
might involve numerous forms, approvals, and documentation requirements. For instance, a
business applying for an environmental permit might need to submit detailed reports and wait
through multiple layers of review before approval. This extensive paperwork can delay project
implementation and increase administrative overhead. 2. Slowness in Handling Problems Explanation: •
Due to the hierarchical structure and the need for multiple approvals, bureaucratic organizations
can be slow in addressing and resolving problems. This delay can impact the organization's ability
to respond promptly to issues. Example: •
In a large university like Stanford University, resolving issues such as curriculum changes or
administrative errors might require approval from various departments and committees. If a
student faces an issue with their course registration, the resolution could be delayed as the
problem is escalated through several administrative layers, leading to frustration and inefficiency.
3. Rigidity in the Face of Shifting Needs Explanation: •
Bureaucratic structures are often rigid and slow to adapt to changes. This rigidity can make it
difficult for organizations to respond quickly to new challenges or shifting market demands. Example: •
In a traditional manufacturing company like General Motors, adapting to the rise of electric
vehicles might be slow due to established procedures and a focus on traditional automotive
manufacturing. The company might struggle to reallocate resources or redesign production lines quickly,
resulting in missed opportunities in the rapidly evolving electric vehicle market. 4. Resistance to Change Explanation: •
Bureaucratic organizations often have entrenched procedures and a conservative approach to
change. Employees and managers may resist changes to established systems and processes due to the
perceived disruption or complexity involved. Example: •
In a large, government-run healthcare system like the National Health Service (NHS) in the UK,
introducing new technology or changes in patient care procedures might face significant resistance. Staff
accustomed to existing procedures might be reluctant to adopt new methods, leading to delays in
implementing improvements and hindering overall efficiency. 5. Employee Apathy Explanation: lOMoAR cPSD| 58504431
The impersonal nature of bureaucracy and the strict adherence to rules can lead to employee
apathy. When employees feel like mere cogs in a machine, they may lack motivation and
engagement, which can affect their productivity and job satisfaction. Example: •
In a large retail chain like Walmart, employees working in highly structured and standardized roles
may feel disconnected from the company's goals and their contributions. This lack of personal connection
and recognition can lead to lower morale and engagement, affecting the quality of customer service and employee performance. Chapter 5
Low-context cultures are those where communication tends to be direct, explicit, and straightforward. In
such cultures, the emphasis is on clarity and precision in verbal expression, and less reliance is placed on
contextual cues or non-verbal communication. Here’s a detailed explanation of the characteristics,
implications, and examples of low-context cultures:
High-context cultures are characterized by a communication style where much of the meaning is conveyed
through context, non-verbal cues, and shared understandings, rather than through explicit, direct
language. In these cultures, the context in which communication occurs is crucial for interpreting
messages, and people often rely on implicit communication, relationships, and social norms to convey and
understand messages. Here’s a detailed explanation of high-context cultures:
Comparison to Low-Context Cultures
In contrast to high-context cultures, low-context cultures emphasize direct, explicit communication where
the message is conveyed primarily through the spoken or written word. In low-context cultures, there is
less reliance on context and non-verbal cues to interpret messages.
Example of Low-Context Culture:
United States: Communication is typically straightforward and explicit. In a business meeting,
participants are expected to clearly state their opinions and decisions, with less reliance on contextual clues. Chapter 8
1. Define Your Objectives Explanation: •
Description: This step involves setting clear, specific, and measurable goals that the organization
or individual wants to achieve. Objectives should be aligned with the overall mission and vision
and provide a clear direction for planning efforts. Example: lOMoAR cPSD| 58504431 •
Business Example: A retail company aims to increase its market share. The objective might be:
"Increase market share by 10% within the next year by expanding product lines and entering new geographic markets."
Personal Example: An individual might set a personal objective: "Improve physical fitness by
losing 15 pounds in the next three months through regular exercise and a balanced diet." 2.
Determine Where You Stand Vis-à-Vis Objectives Explanation: •
Description: Assess the current situation and resources to understand where you currently stand
in relation to your objectives. This involves analyzing internal strengths and weaknesses, as well
as external opportunities and threats (SWOT analysis). Example: •
Business Example: The retail company conducts a market analysis to evaluate its current market
share, customer base, and competition. They assess their strengths (e.g., strong brand
recognition) and weaknesses (e.g., limited product variety). •
Personal Example: The individual assesses their current fitness level, dietary habits, and any
barriers to weight loss (e.g., busy schedule or lack of access to a gym). 3. Develop Premises
Regarding Future Conditions Explanation: •
Description: Make assumptions about future conditions that might affect the achievement of
objectives. These premises could include economic forecasts, market trends, technological
advancements, or other external factors. Example: •
Business Example: The retail company forecasts that consumer spending will increase in the
coming year due to economic recovery. They also anticipate that competitors might launch new
products, affecting their market share. •
Personal Example: The individual might assume that they will have access to a new gym and that
they will be able to dedicate time to exercise regularly due to a less demanding work schedule.
4. Analyze Alternatives and Make a Plan Explanation: •
Description: Evaluate different strategies and actions that could achieve the objectives. Consider
various alternatives, weigh their pros and cons, and develop a detailed plan outlining the chosen approach. Example: lOMoAR cPSD| 58504431 •
Business Example: The retail company analyzes alternatives such as introducing new product
lines, expanding into new markets, or enhancing marketing efforts. After evaluating the potential
impact and feasibility of each option, they decide to focus on expanding product lines and
entering new geographic regions.
Personal Example: The individual considers different weight loss strategies, such as joining a
gym, engaging in home workouts, or following a structured diet plan. They decide to combine regular
gym workouts with a balanced diet and set a schedule for both. 5. Implement the Plan and Evaluate Results Explanation: •
Description: Execute the plan as outlined and monitor progress to ensure that objectives are
being met. Evaluate the results regularly to assess effectiveness and make necessary adjustments
based on performance and changing conditions. Example: •
Business Example: The retail company launches new product lines and begins its geographic
expansion. They monitor sales performance, customer feedback, and market share regularly. If
sales targets are not being met or if unexpected challenges arise, they adjust their strategies accordingly. •
Personal Example: The individual starts their fitness regimen, tracks their weight loss progress,
and monitors how well they adhere to their diet and exercise plan. If they’re not losing weight as
expected, they adjust their diet or exercise routine and seek additional advice if needed.