| 1 | 2 | 3 | 4 | 5 | 6 | 7 | 8 | 9 | 10 | 11 | 12 | 13 | 14 | 15 | 16 | 17 | 18 | 19 | Appendix A | Appendix B |

competitive strategy An outline of how a business intends to compete with other firms in the same industry.
conceptual skills Used to think in the abstract.
controlling The process of monitoring and correcting the actions of the organization and its members to keep them directed toward their goals.
decision-making roles There are four basic decision-making roles: the entrepreneur, the disturbance handler, the resource allocator, and the negotiator.
diagnostic skills Used to understand cause-and-effect relationships and to recognize the optimal solutions to problems.
downsizing The process of purposely becoming smaller by reducing the size of the workforce or shedding divisions or businesses.
ethics An individual's personal beliefs about what is right and wrong or good and bad.
informational roles The monitor, the disseminator, and the spokesperson.
interpersonal roles There are three important interpersonal roles: the figurehead, the leader, and the liaison.
interpersonal skills Used to communicate with, understand, and motivate individuals and groups.
leading The process of getting the organization's members to work together toward the organization's goals.
organizing The process of designing jobs, grouping jobs into units, and establishing patterns of authority between jobs and units.
planning The process of determining an organization's desired future position and the best means of getting there.
productivity An indicator of how much an organization is creating relative to its inputs.
quality The total set of features and characteristics of a product or service that determine its ability to satisfy stated or implied needs.
social responsibility An organization's social responsibility is its obligation to protect and contribute to the social environment in which it functions.
technical skills The skills necessary to accomplish specific tasks within the organization.
technology The mechanical and intellectual processes used to transform inputs into products and services.