MGMT 310A Exam 2 Study GuideWhat presentations were in class?AT&T PresentationTyler Vixie-College RecruitersKelsey Brown- Senior-One AT&T introduced in 2012-Philosophy to integrate all networks, products, and operations-Removes actual and perceived barriers between teams and employees originating from the different companies that came to gether to for the new AT&T.-Internal CommunicationsMass EmailsTime sensitive announcementsReorganization noticesNew product announcementsVolunteer opportunitiesTraining requirementsB to B Communications: One device for both business devices instead of two devicesTown Hall MeetingsHosted by senior executivesHeld at various locations throughout companyAttendance in person or over webQuestions from audienceTeam meetingsAd hoc or recurringAnnouncements that recipients of message may have sever questionsor announcements that might not be appropriate in writing.Held by immediate supervisor on up to executive levelsList Communications from Richness. Low to high-email ---------- face to faceGroup Intranet PortalsLeader’s blogDiscussion boardsLinks useful to teamAnnouncementsPictures of team membersExternal CommunicationHeightened need for consistency- Advertising - Verbal and written with customers- Interacting with job applicantsMessage often needs to be approved by Legal Team to ensure consistency with brand and product offerings. Ethics: AT&T Code of Business ConductRated 100% in corporate citizenship in 2013 by ER magazineCareer OpportunitiesBusiness Sales Leadership Development ProgramTraining- 20 weeks in ATL - Products/services- Sales process- Professional development- 18 month commitment- various positions availableRetail LeadershipRelocation- First to state-of-the-art training center in Atlanta, GA for the 5-6 month duration of the program- Subsequently to a US marketing to get career started!Lewin’s Change Model- Chapter 13- Phase 1: unfreezing o Creating high felt need for change o Minimize resistance to change - Phase 2: Changing o Change people, tasks, and structureo Encourage ongoing support- Phase 3: Refreezing o Reinforce outcomes o Constructive modificationStress – (Chapter 5)- 75 to 90 percent of doctor visits are stress related- 65 million Americans suffer symptoms of stress- What causes it? Is it only big things?o Stressors cause stress Deadlines, noise, rules, demanding bosseso Not only big things- can be caused from small tasks other small things. - Eustress: good stress. Low stress level that provides positive reaction to stress- Distress: excess levels of stress lead to negative consequences- Patterns of stress, and -- What are some signs of stress?o See Slide 6o Trouble in concentratingo Working excessively but not effectivelyo Feeling that you’ve lost perspective on what’s important in lifeo Angry outburstso Changes in sleeping patterns/prolonged fatigueo Loss of interest in social and recreational activitieso Increases in smoking, drinking, and eatingo A feeling that you just can’t face the day- What is burnout?o Physical exhaustion (Fatigue) Emotional exhaustion (depression), depersonalization and diminished accomplishment, with low job satisfaction and a reduced sense of competence. o Leads to reduced performance in workplace Stress is associated with high levels of dissatisfaction, absenteeism, turnover, lost productivity and lawsuits Stress may result in a climate that stifles creativity. Stress related to workplace violence and employee suicide. Stress related costs for US businesses more than $300 billion annually- How to manage stresso Identify Stressors -  dealing with others stress,  work environment- job risk, prolonged noise, temperature variations, poor air quality, required repetitive motions internpersonal conflict,  perceptions of control,  emotional labor,  life events,  hassles, which lack in severity but make up in frequency (daily troubles, such as a troublesome neighbor or malfunctioning atm),  role stressors- role conflict (conflicting expectations), role ambiguity (unclear expectations) and - role overload or underload- o- Intersender role conflict results from conflicting expectations of different role senders. Ex: Workers want to associate boss with labor, while superiors want to associate boss with management.- Intrasender role conflict occurs when a single role sender transmits incompatible expectations. Ex: increase quality and quantity.- Inter-role conflict comes about through incompatible demands of different roles Ex: expected to open new facility on reserved land while being a member of environmentalist group.- Person-role conflict results from clashes between role demands and personal values and expectations. Ex: having to fire a hard working, loyal employee due to budget cuts Change- forces:- Workforce- more cultural diversity, aging population, outsourcing- Technology- faster, cheaper computers, growth of social networking sites- Economic shocks- rise and fall of global market, financial sector collapse, global recession- Competition- global competitiors, mergers and consolidations- Social trends- environmental awareness, retirement of baby boomers- World Politics- rising health care, opening of markets in china, negativity toward businesso Create and implement strategies to reduce stressors Manage time, get fit and stay fit, let it go, seek social support, think positively and develop resilience, learn to relax, manage change, avoid self-medication, practice self-management, and get professional helpo Develop effective coping mechanismso Use organizational resources for managing stress Organizational- training, use realistic goal setting, increase employee involvement, improved communication- Stress management programs - Employee assistance programs - Wellness programs- assessment activities, communication materials, self help materials, group programs- These three are beginning to blend as one programWhat is general adaptation syndrome (GAS), and what are the stages of it? (Figure 5-3)- GASo Body’s responses to a stressor- Stages of itEthics – principles of morality or conduct (ch. 6)- What do ethics do for an organization at a basic level? Business ethics- rules about how businesses and their employees ought to behave help to guide an organization’s efforts and offer a foundation for its culture. 65% of managers have seen or had direct contact with evidence of fraud, wasteor mismanagement in their