MANAGEMEN

T
 UNIT 03

Directing and Controlling at

Supervisory Level
 Introduction
• Directing consists of process or technique by which
instruction can be issued and operations can be carried
out as originally planned.
• Therefore, Directing is the function of guiding, inspiring
and instructing people towards accomplishment of
organizational goals.
• Directing consists of supervision, motivation,
leadership, and communication.
• It involves issuing orders and instructions to
subordinates.
• Guiding and inspiring to subordinates.
• Leading and motivating to subordinates for achieving
Q.1 Which of the following is not included in importance of
management?
a. Accomplishment of goals
b. Effective utilization of resources
c. Chances of repetitive mistakes
d. National growth

Q.2 Directing consists of process or technique by which instruction can

be issued and ________can be carried out as originally planned.
a) Operations
b) Instructions
c) Inspiring
d) Executions

Q.3 Directing consists of supervision, ________, leadership, and

communication.
e) Execution
f) Motivation
g) Guidance
h) all of the above
 3.1 Needs for directions and instructions to
Subordinates
Effect of Lack of Direction
• Unable to execute planned work.
• Unable to identify or use of resources eg. machines.
• Chances of repetitive mistakes.
• Deviations/Rejections may be arises in finished job.
• Unable to maintain Disciplinary standard .
 Characteristics of Directing
• It is managerial function
• It ensures maximum contribution of individual
• It coordinates group efforts.
• It provides stability
• It provides balance in organization
• It helps to achieve the objectives of organization.
 Importance of Directing
• It initiates the action
• It integrates employee efforts
• It motivates the subordinate.
• It facilitates implementing changes
• It creates balance in the organization
 Principles of Directing
1. Harmony (Good communication) of objectives: Supervisor
should direct the subordinates in such a way that they feel
that their personal goals are related to organization objective.
2. Unity of command: This principle states that one person
should receive orders from only one superior
3. Direct Supervision: Every supervisor must maintain the
direct personal contact with his subordinates.
4. Effective Communication: Communication is the instrument
of direction. Supervisor gives orders through the
communication only.
5. Follow-up: A manager or supervisor has not only to issue
orders and instructions but also to follow-up the performance
so as to ensure that work is being performed as desired.
 Elements of Direction
1. Supervision implies overseeing the work of
subordinates by their superiors. It is the act of
watching & directing work & workers.
2. Motivation encourages the employees to give their
best.
3. Leadership may be defined as a process by which
manager guides and influences the work of
subordinates in desired direction.
4. Communications is the process of passing
information, experience, opinion etc from one person
to another. It is a bridge of understanding.
1. Direct Supervising, Harmony of objectives, Unity of command,
Effective Communication, these are the ________ of Directing
a) Principles b) Characteristics c) Elements d)Goals

2. Directing ensures ___________________ contribution of individual.

a) Minimum b) maximum c) moderate d) none of these

3. Which of the Following situations may arise due to lack of

directions?
a) Unable to execute planned work.
b) Unable to identify resources.
c) Chances of repetitive mistakes.
d) All of the above

4. Directing consists of supervision, ________, leadership, and

communication.
a) Execution b) Motivation c) guidance d) none
 Functions of supervisor
• Plan work as per schedule.
• Issuing orders
• Guide the subordinates.
• Achieve desired goal.
• Motivate the subordinates.
• Maintaining records.
• Compare the worker’s performance with the standards.
• Introduce Modern work methods.
• Maintain Discipline.
• Provide healthy environment.
• Replace broken tools and equipment.
 Motivation
• Motivation process is based on how unsatisfied
human need gets satisfied and result in reduction
of tension.
• Motivation means inspiring or encouraging the sub-
ordinates with passion to work. Positive, negative,
monetary, non-monetary incentives may be used
for this purpose.
• Motivation is a process of influencing people.
• Motivation helps individuals and groups in the
organization for improved Performance.
 Motivation
• Motivation process is based on how unsatisfied human
need gets satisfied and result in reduction of tension.

• Unsatisfied need :The need of an individual which is

not satisfied.
• Tension :Unsatisfied need creates tension
• Drives :Tension creates drive and an individual start
searching for alternative to satisfy the need .
• Satisfied need: After opting the chosen alternative his
need gets satisfied.
• Reduction of tension: The fulfillment of need results in
relieving of tension.
 Positive motivation by means of Incentive-
• Incentives mean all measures which are used to
motivate people for improving performance. These
incentives may be broadly classified as financial and
non-financial.
• Financial incentives are monetary and may be in
the form of
• Salary
• Bonus
• Profit Sharing
• Pension
• Co-Partnership
 Non-financial incentives

• Status
• Promotion
• Responsibility
• Job Enrichment
• Job Security
• Employee Participation
• Empowerment
1. Motivation process is based on how unsatisfied human
need gets ________ and result in
reduction of tension.
a) Motivated b) Inspired c) Satisfied d) None of these

2. Financial incentives are in the form of ______________.

a) Salary b) bonus c) both a and b c) Promotions

3. Non-financial incentives includes_________________.

a) Promotions b) Status c) Delegation d) All of these

4. Which of the following is function of supervisor?

b) Issuing orders
c) Maintaining records
d) Motivating subordinates
e) All of the above
Communication:
• It is transfer of information from the sender to the
receiver
• Communication plays key role in the success of a
manager.
• Effective communication requires information and
understanding.
• Directing abilities of manager mainly depend upon
his communication skills.
• Communication refers to process of exchange of
ideas between persons.
• Successful communication causes desired changes.
 Elements of Communication Process
The proper sequence of elements in the expanded
communication model is as -
a. Sender
b. Message
c. Transmission
d. Recipient
e. Meaning
 Elements of Communication Process
In organizations, both formal and informal communications
simultaneously take place.
Formal communications:
a. Orders
b. Memos
c. Notes
e. Circulars
f. Agenda
Informal communications: -
a. Rumours
b. Gossips etc.
 Types of communication
Based on the direction of flow of information
communications are classified as
• Upward communication:
Upward communication flows from subordinates to superiors
i.e. Upward communication is the process of sending
information from bottom levels to the top levels of an
organization.
1. The grievance redressal procedure: Enables employees to
appeal to management and seek redressal of their grievances.
2. Open-door policy: Allows employees to approach
managers at any time and discuss their problems with them.
 Elements of Communication Process
Downward communication
• Downward communication flows format upper level to
those at the lower level in the organization. Downward
communication has five purposes:
1. To give instruction to employees regarding their jobs and
specific tasks.
2. To provide information about organizational procedures
and practices to new employees.
3. To provide subordinates feedback about their job
performance.
4. To give information required by different teams and
departments for the achievement of goals.
 Horizontal /Lateral communication
• It refers to transmission of information among positions of
the same level. Horizontal communication aids to
coordinates the activities of various departments.
 Forms of communication
Oral Communication – face to face, video
conferencing, telephone, in meeting, lectures,
interviews, etc
Written communication - report, statement, circular, manual
handbook, letter or memo.
Written communication - report, statement, circular, manual
handbook, letter or memo.
Merit of written communication
a. It serves as evidence of what has occurred or
what was stated.
b. It provides a permanent record for future use.
c. It reduces the chances for misinterpretation and
distortion of information
d. It is reliable when transmitting lengthy
information on financial, production or other
important data.
e. It provides an opportunity to the subordinates
to put up their grievances in writing and get them
supported by facts
Written communication - report, statement, circular, manual
handbook, letter or memo.
Demerits of written communication.
a. It is generally an expensive and a time-
consuming process.
b. Even though such communication has been
transmitted, it is not certain whether the receiver
has understood it.
c. Written materials not only get out of date but
may also be leaked out before time.
d. It sometimes leads to excessive formality and
rigidity in personal relations
 Nonverbal Communication -
Expressed through the body – the facial expression, posture,
gestures eye contact, touch etc.

Figure 8 Non Verbal Signs

 Nonverbal Communication -
Expressed through the body – the facial expression, posture,
gestures eye contact, touch etc.

Figure 8 Non Verbal Signs

Nonverbal Communication -

Figure 8 Non Verbal Signs

1. Effective communication requires _______________________and understanding.
a) Information b) Technology c) both a and b d) None of these

2. The proper sequence of elements in the expanded communication model is as –

a) 1. Sender 2. Transmission 3. Message 4. Recipient 5. Meaning
b) 1. Sender 2. Message 3. Transmission 4. Meaning 5. Recipient
c) 1. Sender 2. Message 3. Transmission 4. Recipient 5. Meaning
d) 1. Message 2. Sender 3. Transmission 4. Recipient 5. Meaning

3. In organizations, both ___________ and ________ communications simultaneously

take place.
a) Good, bad b) formal, informal c) less, high d) effective, ineffective

4. Formal Communication include _______________________.

a) Rumours b) Gossips c) Orders d) Messages

5. Orders, Memos, Appeals, Notes, Circular, Agenda, Minutes are Included in

____________________ Communication.
a) Formal b) Informal c) Good d) Bad

6. Upward communication flows from subordinates to _________________.

a) Supervisors b) Superiors c) Motivators d) Executers
 Completeness and feasibility of instructions
• Define each individual step in the operation
• Instructions should be specific about task
• Clearly describe the method to complete each task
• Define the required tools and resources
• Instructions should be easily readable
• Instructions should be logical, practical and technic base.
• Instructions should be given by proper authority.
• Instruction should include safety and protective measures
• Instructions should be presented in a user friendly format.
 3.2 Personal Counselling
Counseling of staff is becoming an essential function of the
Supervisor. Supervisor is counselor, mentor, and advisor of the
workers.
Need for personnel counseling
• Unrealistic targets or work-load
• Constant pressure to meet the deadlines
• Responsibility and accountability
• Conflicts or bad inter-personal relations with superiors and
subordinates,
• Problems in adjusting to the organizational culture
• Workers lose confidence in job.
• Workers make repetitive mistakes.
• Stress in work is affecting mental condition
• Counseling helps the employee to share and look at his
problems from a new perspective.
 Personal Counselling
Qualities of supervisor as a counselor
• A counseling supervisor must demonstrate leadership skills
• Must have expertise in his/her field
• Motivational approach.
• Problem solving nature
• Counselor should possesses positive thinking
• Good communication skill
• Ethical manner
Advanced predictions of possible mistakes
As a successful supervisor one must have logical, skill and
thinking ability to predict what mistakes are possible in near
future at work place. Mistakes may be predicted by

1. Supervising the current working condition

2. Comparing deviation with standards
3. Analyzing workers general work attitude
4. Complexity of used technology
Which is the Essential function of Supervisor?
a) Group counselling
b) Personal counselling
c) both
d) None of these

What are the Qualities of a Supervisor?

a) A counselling supervisor must demonstrate leadership
skills.
b) Must have expertise in his/her field
c) Motivational approach.
d) All of the above

As a successful supervisor one must have ________________

skill and thinking ability to predict what mistakes are possible
in near future at work place
a) Social b) Physical c) Logical d) physiological
 3.3 Elaborating decision
In many conditions, subordinates are unknown of decision
taken by higher or middle management. This creates
confusion among the workers. Hence decision may be
elaborated in some cases.
Elaborating decision
 Elaborating decision
Need to elaborate decision.
• To emphasis policies of management
• To avoid confusion
• To get clarity about their future work.
• To understand duties and responsibilities regarding these
decisions.
Ways to elaborate decision
• On notice board
• Written format
• In meetings
• By common Circular
 Laying Disciplinary Standards in overall working

Importance of disciplinary standards:

• Maintains Workplace Standards
• Controls Problem
• Quality in work performance
• Time factor followed
• Prevents More Serious Problems
• Standardization of work gets improved.
• Losses are reduced.
• Avoids Misconduct
 Laying Disciplinary Standards in overall working
Ways of laying disciplinary standards
• Disciplinary action
• Training for discipline
• Awards to disciplined practices
• Punishment to non- disciplined employee
• Time-in time, Out time , Before time
In many conditions, subordinates are unknown of decision
taken by ______________ or middle management.
a) Higher b) lower c) both d) none of these

Which are the needs of elaborate decision?

a) To create awareness about decision.
b) To emphasis policies of management
c) Maintains Workplace Standards
d) Both a and b

By which way we can take elaborate decision?

c) Written format
d) In meeting
e) On notice board
f) All the above
 3.4 Controlling at Supervisory Level
Managerial Control
• Controlling is a forward looking and a backward-looking
function. Controlling is the process that ensures the
performance is according to the pre-established standards.
The main objective is to find out mistakes so that they may
be corrected and prevented from recurring.
• In order to seek planned results from the subordinates, a
manager needs to exercise effective control over the
activities of the subordinates.
Thus controlling is
• A goal-oriented function.
• It is a primary function of every manager.
 Importance of Controlling
i. Accomplishing organisational goals
ii. Judging accuracy of standard
iii. Making useful usage of resources
iv. Improving employee motivation

Understanding team
Understanding the team by supervisor is necessary to
Control activities of team.
• Assign work to team.
• Train team members.
• Utilize team member effectively.
• Avoid conflict among team members
 Links between various departments in respect of
process and quality standards
a) Maintenance department:-
• Avoid machine breakdown time.
• Routine machine overhauling(repair).
• Intimate about breakdown.
b) Quality control department
• Communicate Quality issues.
• Restrict the errors in job.
c) Stores Department
• Requisite the material for production.
• Communicate the quality of material.
• Keep record.
d) Marketing Department
• Collect Market survey information
• Provide information of new product.
 Links between various departments in respect of process
and quality standards
e) Human resource department
• Collect of Human requirement
• Provide employee information.
• Communicate H.R related issues.
f) Design and Development Department
• Provide information about available resources on the shop floor.
• Coordinate design related issues.
• Train the employee for new development of product
g) Sales and Services Department
• Fulfill the customers requirement
• Communicate available resources.
• Availability of material.
 Steps in control process
Controlling is a systematic process involving the following
steps.
1. Setting performance standards
2. Measurement of actual performance
3. Comparison of actual performance with standards
4. Analysing deviations
5. Taking corrective action
 3.5 Controlling methods
Traditional Techniques
a. Personal observation
b. Statistical reports
c. Breakeven analysis
d. Budgetary control
 Breakeven analysis

Breakeven Point = Fixed Costs /Selling price

per unit – Variable cost per unit
Budgetary control
 Controlling Tools

These include:
(a) Return on investment
(b) Ratio analysis
(c) Responsibility accounting
(d) Management audit
(e) PERT and CPM
(f) Management information system
1. _____________________ is significant process in management.
a) Managing b) Controlling c) Overlooking d) None of these

2. Controlling is a ___________ looking and a ___________looking

function.
a) Forward, backward b) top, down c) high, low d) none of these

3. Controlling is the process that ensures the __________ is according

to the pre-established standards.
a) Inspiration b) standard c) performance d) logic

4. The main objective of Controlling is to find out ___________so that

they may be corrected and prevented from recurring.
a) Chances b) Mistakes c) both d) none of these

5. The controlling function finds out ______________ performance

deviates from standards, analyses the causes of such deviations
and attempts to take corrective actions.
a) Previous b) next c) actual d) all