5 Management in Turism

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UNIVERSITATEA DIN BUCURETIDEPARTAMENTUL DE NVMNT LA DISTAN

CREDIS

ION IONESCU AUREL GHEORGHILA

FACULTATEA DE GEOGRAFIE


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Acest material este destinat uzulului studenilor Universitii

din Bucureti, forma de nvmnt la distan.Coninutul cursului este proprietatea intelectual aautorului/autorilor; designul, machetarea i transpunerea nformat electronic aparin Departamentului de nvmnt laDistanal Universitii din Bucureti.

Universitatea din BucuretiEditura CREDISBd. Mihail Koglniceanu, Nr. 36-46, Corp C, Etaj I, Sector 5

Tel: (021) 315 80 95; (021) 311 09 37, 031 405 79 40, 0723 27 33 47Fax: (021) 315 80 96Email: [email protected]

Http://www.credis.ro


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INTRODUCERE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

CAPITOLUL I. DEZVOLTAREA MANAGEMENTULUI MODERN

1.1. coli contempo!ne "e #$n"ie m!n!#ei!l% . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . &1.2. Concepte 'i "e(inii . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . )1.*. E(icien+! m!n!#ement,l,i . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-1.. M!n!#ement,l (imei /ecol,l,i 00I 'i pincipiile m!n!#ement,l,i . . . . . . . . . . . . . . . . . . . . 121.5. C,lt,! o#!ni!+ion!l% . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

CAPITOLUL II. UNC3IILE MANAGEMENTULUI

2.1. ,nc+i! "e o#!ni!e . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-2.2. ,nc+i! "e coo"on!e . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22.*. ,nc+i! "e pe4ii,ne . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

2.*.1. Pe4ii,ne! c! (,nc+ie !m!n!#ement,l,i . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

2.*.2. Po#no! . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . *1 2.*.*. Pl!ni(ic!e! . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . *2 2.*.. Po#!m!e! . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . *52.. ,nc+i! "e moti4!e 'i !nten!e . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . *5 2..1. Moti4!e! . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . *5 2..2. Anten!e! . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . *62.5. ,nc+i! "e contol . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . -

CAPITOLUL III. PROCE7UL DECIZIONAL 8N MANAGEMENT

*.1. C!!ctei/ticile "eciiei . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5*.2. Tipolo#ii !le "eciiilo . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . &*.*. Elemente !le poce/,l,i "eciion!l . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6*.. Mo"ele "eciion!le . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-*.5. Et!pele poce/,l,i "eciion!l . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51*.&. !ctoii c!e in(l,en+e!% poce/,l "eciion!l . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55*.. Pincip!lii p!'i 9n el!:o!e!"eciiilo . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

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*.). E(ic!cit!te! "eciiilo m!n!#ei!le . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5)*.6. Decii! /t!te#ic% . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56

CAPITOLUL IV. CALITATEA DE MANAGER I ACTIVIT;3ILE MANAGERIALE

.1. Con/i"e!+ii #ene!le . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . &2.2. Rol,ile 'i !ptit,"inile m!n!#e,l,i . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . &2.*. Compot!ment,l< competen+! 'i !,toit!te! m!n!#e,l,i . . . . . . . . . . . . . . . . . . . . . . . . . . . . &.. Pe/on!lit!te! m!n!#e,l,i. Tip,i "e m!n!#ei . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . &5.5. 7til,i "e con",cee . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . &&.&. Acti4it%+i m!n!#ei!le . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . *.. 7t!te#ii m!n!#ei!le . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

CAPITOLUL V. METODE MODERNE DE CONDUCERE

5.1. M!n!#ement,l pin poiecte . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . )15.2. M!n!#ement,l pin e=cep+ie . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . )5.*. M!n!#ement,l pin o:iecti4e . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . )6

*

Universitatea din Bucureti Facultatea de Geografie

Copyright DEPARTAMENT ID 2009


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5.. Meto"! "e con",cee pin 'e"in+% . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 625.5. Meto"! "e con",cee pin po",/ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 655.&. M!n!#ement,l pin "i!#no/tic!e . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65.. M!n!#ement,l pin"ele#!e . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

6

5.). M!n!#ement,l pin t!:lo,l "e :o" . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6)5.6. Meto"! "e con",cee pe :!% "e e,lt!te . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 665.1-. M!n!#ement,l :!!t pe moti4!+ie . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 665.11. M!n!#ement,l :!!t pe !:oele "eciion!l . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-

>I>LIOGRAIE 7ELECTIV; . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-

ANE0E

1. Li/t! "oc,mentelo 9ntocmite "e po#!m,l

"iecto . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

1-

62. 7!cinile con/ili,l,i con/,lt!ti4 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-

*. Acti4it!te! "e pe/on!l< 9n4%+%m$nt< /!l!i!e< o#!ni!e 'i potec+i! m,ncii . . . . . . . . . . . . . 111

. Li/t! "oc,mentelo 9ntocmit% "e comp!timent,l pe/on!l< 9n4%+%m$nt< /!l!i!e< o#!ni!e'i potec+i! m,ncii . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

*5. e( comp!timent pe/on!l< 9n4%+%m$nt< /!l!i!e< o#!ni!e 'i potec+i! m,ncii . . . . . . . . . . 11

&. Acti4it!te! "e potocol< po:leme !"mini/t!ti4 ? #o/po"%e'ti< /ecet!i!t 'i potec+i!me"i,l,i . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

5. Acti4it!te! @,i"ic% . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

). e( cent, o(ici,B "e c!lc,l !ti:,+ii< competen+e< e/pon/!:ilit%+i . . . . . . . . . . . . . . . . . . . . . . 11)

6. Cont!ct,l "e m!n!#ement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116




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INTRODUCERE

L,c!e! "e (!+% 9'i pop,ne /% peinte no+i,ni #ene!le le#!te "e 'tiin+! con",ceii9ntepin"eii "e /e4icii< 9n #ene!l< 'i "e 9ntepin"ee! "e /e4icii t,i/tice< 9n /peci!l,n/ 'i 7t!le9n M!e! >it!nieB< L!ence /!, Lo/c l! K!4!"< 9n 7t!tele UniteB 9ncec!, /%"emon/tee c% /til,l "e m!n!#ement nece/! 9nto o#!ni!+ie e/te in(l,en+!t "e /!cinile 'itenolo#i! ,tili!te. De e=empl,< poce/ele tenolo#ice contin,e "e "imen/i,ni m!i< c,m !(i cele ,tili!te 9n !(in%iile "e petol< nece/it% ,n !lt tip "e m!n!#ement "ec$t cel ,tili!t 9n!teliee !,to "e mici "imen/i,ni. Tip,l "e m!n!#ement ,tili!t "epin"e "e n!t,! /!cinilo

mem:ii ei !, 9n4%+!t /% #$n"e!/c%< /% /imt% 'i /% !c+ionee.

1)




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C,lt,! o#!ni!+ion!l%< epeint% ,n comple= "e compot!mente< p!ctici 'i /i/teme "e4!loi c!e !/i#,% 'i #,4ene!% coei,ne! mem:ilo /%i. >!ele c,lt,ii o#!ni!+ion!le/t!, 9n c,lt,! n!+ion!l% pent, c% e#,lile< nomele< 4!loile e#%/ite 9nto (im% 9'i !,/o#inte! 9n e#,lile< nomele 'i 4!loile pomo4!te l! ni4el,l c,lt,ii n!+ion!le. C,lt,!o#!ni!+ion!l!< !'!"!< n, /e con(,n"% c, 4ii,ne!< mi/i,ne! /!, /t!te#i! o#!ni!+iei.

C,lt,! o#!ni!+ion!l! 4ie!% c$te4! elemente con/tit,ti4e e#,lile "e compot!ment


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Compot!mentele 'i !tit,"inile /,nt "i(icil "e /cim:!t cee! ce 9n/e!mn% c%"imen/i,nile c,lt,ii /,nt in4!i!:ile pe o peio!"% 9n"el,n#!t% "e timp. P!ctic! m!n!#ei!l%!!t% c% o#!ni!+iile /e 9mpoti4e/c /cim:%ii pin (o+% ! nomelo< ! o:i'n,in+elo 'i pini#i"it!te! /t,ct,ilo< cee! ce con",ce l! ,n p,tenic et!" (!+% "e noile con"i+ii "e pe pi!+%. Nomele imp,/e "e c,lt,! (imei /t!:ile/c cee! ce e/te "ei!:il /!, in"ei!:il..7inne< cent!t pe i"ee! c% m,lte "incompot!mentele moti4!+ion!le /,nt 9n4%+!te. 7!l!i!+ii 9n4!+% ",p% ,n timp petec,t 9n c!",lo#!ni!+iei ce tip "e pe(om!n+% e/te !ccept!:il /!, n,. 8n4%+!e! 9'i !e %"%cinile 9ne=peien+e !nteio!e. C! tip,i "e !n(o/%i !le moti4!+iei /,nt pozitive ecompen/eB

Componentele poce/,l,i "e contol /,nt (!! "e pl!ni(ic!e< /t!:ilie! o:iecti4elo

*




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Ace/t contol< "e e#,l%< /e e(ect,e!% ope!ti4 'i po/tope!ti4. Contol,l ie!ic "iect4ei(ic% 'i e4!l,e!% e!li!e! /!cinilo !ti:,ite /,:o"on!+ilo pin (i'! po/t,l,i< pec,m 'i! celo !ti:,ite oc!ion!l 9n (,nc+ie "e po:lemele c!e !p! 9n poce/,l "e e!li!e !o:iecti4elo o#!ni!+iei 'i ! 4ei#ilo ei o#!ni!toice. M!n!#ement,l pin :,#ete /e :!e!% pe contol,l e!li%ii pe4e"eilo :,#etelo

9ntocmite l! ni4el,l (imei 'i ! 4ei#ilo ei o#!ni!toice. Meto"! m!n!#ement,l,i pin:,#ete pe/,p,ne con/tit,ie! 9n c!",l o#!ni!+iei ! ,no cente "e #e/ti,ne inten% pent,pincip!lele !cti4it%+i !cti4it!te! ope!ti4% !po4iion!e< po",c+ie 'i "e/(!cee< !cti4it!te!"e in4e/ti+ii< !cti4it!te! "e cecet!e"e4olt!e< !cti4it!te! /oci!l%< 'i "e #o/po"%ie !(on",l,i "e loc,in+e< !cti4it!te! "e m!n!#ement #ene!l. Contol,l (in!nci! 4ie!% !cti4it!te! "e !n/!m:l, ! o#!ni!+iei 'i e4i"en+i!%

pe(om!n+ele 'i /%n%t!te! (in!nci!% pec,m 'i '!n/ele !ce/tei! "e ! /,p!4ie+,i. Meto"!contol,l,i (in!nci! !e l! :!% in/t,mentele (in!nci!cont!:ile :il!n+,lF contol "e po(it 'i pie"eeF /it,!+i! (l,=,l,i "e n,me!.

%ariere poteniale n calea unui control de succes. A'! c,m /e o:/e4% 'i "in co/t,in, e/te po",cti4 ! /e "e/(%',! ,n contol pe! e=ce/i4 c!e po!te #ene! 'i !lte e(ectene#!ti4e. R!pot,l 9nce"ee contol te:,ie optimi!t 9n (,nc+ie "e n,meo!/ele 4!i!:ilec!e inte4in 9n ec,!+i! contol,l,i "e /,cce/. Pent, ! e4it! :!ieele poten+i!le 9n c!le! ,n,icontol "e /,cce/< m!n!#eii te:,ie /% !i:% 9n 4e"ee ,m%to!ele !/pecte ,/t!e! 'i mo!l,l /!l!i!+ilo. Mo!l,l /!l!i!+ilo tin"e /% (ie /c%,t !t,nci c$n"m!n!#eii e=ecit% ,n contol pe! e=ce/i4. 7!l!i!+ii "e4in (,/t!+i !t,nci c$n" pecep c%m!n!#ement,l e/te pe! i#i" 9n #$n"ie 'i c% !ce/t! n, le o(e% li:et!te! "e c!e !, ne4oie

pent, ! (!ce o te!:% :,n%. Contol,l e=ce/i4 po!te ce! /,/pici,ni 9n $n",l /!l!i!+ilocon(om c%o! !cti4it%+ile "e contol con/tit,ie "o! o t!ctic% pent, !i pe/! /% m,nce!/c%"in ce 9n ce m!i m,lt pent, ! /poi po",c+i!F om,l!e! !po!telo. 7!l!i!+ii pot pecepe c% m!n!#eii 9'i :!e!% !c+i,nilecoecti4e "o! pe !po!tele 9ntocmite "e comp!timente (%% /% +in% cont "e cic,m/t!n+e.A/t(el ei /e pot /im+i pe/!+i /% (!l/i(ice !po!tele !/t(el 9nc$t !c+i,nile coecti4e c!e pi4e/c,nit!te! lo /% n, (ie !t$t "e el!/tice. Ne !mintim 9nc% !po!tele e!li!te "in!inte "e )6 c!ene!, ce!t o im!#ine i"ilic% "e/pe e!li%ile economiceF Pe/pecti4! mem:ilo o#!ni!+iei. De'i conto!lele pot (i concep,te /% /e (oc!liee!/,p! ,no !/pecte el!ti4 e/t$n/e "in o#!ni!+ie< m!n!#eii te:,ie /% i! 9n con/i"e!eoice po/i:il% !c+i,ne coecti4% n, n,m!i 9n (,nc+ie "e !lte ,nit%+i !le o#!ni!+ieiF Contol,l epeint% ,n mi@loc /!, ,n /cop. Acti4it%+ile "e contol n, /,nt o:iecti4ele

poce/,l,i "e contolF ele /,nt< 9n pincip!l< mi@lo!ce pent, elimin!e! po:lemelo.M!n!#eii te:,ie /% con'tientiee pe p!c,/,l "e,l%ii poce/,l,i "e contol c% !t$tc,le#ee! in(om!+iilo c$t 'i concepee! !po!telo pent, (!cilit!e! 9ntepin"eii !c+i,nilocoecti4e /,nt !cti4it%+i c!e pot (i @,/ti(ic!te n,m!i "!c% !",c ,n !n,mit !4!nt!@ pent,o#!ni!+ie< !"ic% "!c% 4enit,ile o:+in,te "in e(ect,!e! lo "ep%'e/c co/t,ile loF oc!li!e! contol,l,i pe !cti4it%+i /peci(ice o#!ni!+iei. M!n!#eii te:,ie /% /e!/i#,e c% "i4e/ele (!+ete !le poce/,l,i "e contol /,nt !"ec4!te !cti4it%+ii "e contol !4,t%9n 4e"eeF Di(eite tip,i "e o:iecti4e !le o#!ni!+iei. Contol,l po!te (i (olo/it pent, /cop,i"i(eite c,m ! (i /t!n"!"i!e! pe(om!n+elo< pote@!e! !cti4elo "in o#!ni!+ie "e (,t,i'i i/ip%< pec,m 'i /t!n"!"i!e! c!lit%+ii po",/elo. M!n!#eii te:,ie /% e+in% c% poce/,l

"e contol po!te (i !plic!t ,n,i m!e n,m% "e !/pecte !le 4ie+ii "in o#!ni!+ie 'i c%< "!c% /e




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pe4ii,nii< c! (,nc+ie ! m!n!#ement,l,i< e,lt!t,l poce/,l,i "eciion!l /e concetie!% 9n4!i!nte "e /t!te#ie< "e pl!n /!, "e po#!m.

*.(. CARACTERISTICILE DECI'IEI

Decii!< component! pim!% ! /i/tem,l,i "eciion!l< con/tit,ie ,n element e/en+i!l !lm!n!#ement,l,i< (iin" in/t,ment,l /%, /peci(ic "e e=pim!e. 8n (on"< ni4el,l c!lit!ti4 !lcon",ceii ,nei o#!ni!+ii /e m!ni(e/t% pin "eciiile el!:o!te 'i !plic!te. Decii! "econ",cee epeint% poce/,l "e !le#ee ! ,nei linii "e !c+i,ne 9n /cop,l e!li%ii ,noo:iecti4e< pin ! c%ei !plic!e /e in(l,en+e!% !cti4it!te! ! cel p,+in ,nei !lte pe/o!ne "ec$t"eci"ent,l O. Nicole/c,< 166)B.

Deciziile manageriale< /pe "eo/e:ie "e "eciiile #ene!le< /e e(e% l! mi/i,ne!

Poce/,l "eciion!l e/te "e(init c! (iin" o /eie "e p!'i c!e 9ncep c, !n!li! in(om!+iei

po:lemele c!e !, o in(l,en+% p,tenic% !/,p! !tin#eii o:iecti4elo o#!ni!+ion!le. E/tene4oie "e ,n poce/ /i/tem!ti!t "e l,!e ! "eciiilo pent, eol4!e! /it,!+iilopo:lem%nepo#!m!te "i(icile /!, comple=e.

*.=. PRINCIPALII PAI N ELABORAREREA DECI'IILOR

De'i con"i+iile 9n c!e /,nt l,!te "eciiile /,nt 4!i!te< e=i/t% o /eie "e elementecom,ne !le t,t,o "eciiilo m!n!#ei!le. O "eciie epeint% !le#ee! ,nei 4!i!nte "into/eie "e !lten!ti4e. Poce/,l !+ion!l "e l,!e ! "eciiilo con/t% "into /eie "e p!'i pe c!em!n!#eii 9i ,me!%< (ie (om!l< (ie pe :!! int,i+iei< 9n !le#ee! !lten!ti4ei con/i"e!teoptim%. Ace'ti p!'i /,nt i"enti(ic!e! po:lemei< #ene!e! "e /ol,+ii !lten!ti4e< /elect!e!!lten!ti4ei celei m!i :ene(ice< implement!e! !lten!ti4ei !le/e 'i o:+inee! "e (ee":!c 9n4e"ee! e4!l,%ii e(ic!cit%+ii "eciiei.

Pasul nti/ identificarea pro)lemei. Un! "inte "i(ic,lt%+ile pe c!e le i"ic% eol4!e!"e po:leme o epeint% i"enti(ic!e! coect% ! po:lemei. 7e 9nt$mpl% ,neoi c! m!n!#eii/% /e #%:e!/c% /% !le!#% !lten!ti4e 9n!inte "e ! (i i"enti(ic!t po:lem! (,n"!ment!l%. O%stacole ,n calea de)inirii corecte a pro%lemei. Po:lemele n, /,nt 9ntot"e!,n!e4i"ente< 'i 9n c!le! i"enti(ic%ii lo pot /t! o /eie "e o:/t!cole< ! c%o "ep%'ie pemitem!n!#eilo /% 4!"% c!e e/te c, !"e4%!t po:lem!. Pinte !ce/te o:/t!cole cele m!i 9nt$lnite/,nt #cordarea de atenie e)ectelor< i! n, c!,elo. Pe! (ec4ent /e 9nt$mpl% c! m!n!#eii/% "e(ine!/c% po:lemele 9n temenii /imptomelo 'i n, 9n temenii c!,elo. Percepia selectiv. D!toit% (!pt,l,i c% (iec!e "inte noi "e+inem o /eie "e pecep+ii

:!!te pe e=peien+! pe/on!l%< m!n!#eii !, !"e/e! ten"in+! "e ! "e(ini po:lemele 9ntemenii "ict!+i "e tec,t,l 'i in/t,ie! lo. Pent, ! "ep%'i o:/t!col,l pe c!e 9l con/tit,ie

pecep+i! /electi4%< m!n!#eii te:,ie /% i! 9n con/i"e!e m!i m,lte p,ncte "e 4e"ee 9n!inte"e ! "e(ini po:lem!. "e)inirea pro%lemelor prin soluii. Po:lemele te:,ie /% (ie "e(inite peci/< (%%!/ociee! lo c, !n,mite /ol,+ii. Poce/,l i"enti(ic%ii po:lemelo e/te e/en+i!l pent, /elect!e! celei m!i :,ne!lten!ti4e. M!n!#eii e(icien+i c!,t% 9n pem!nen+% /% i"enti(ice oc!iile 'i po:lemele c!e!p! 9n me"i,. In !ce/t /t!"i, !l l,%ii "eciiei m!n!#eii /e pot !@,t! "e ,n! "inte,m%to!ele !:o"%i1. A:!tei "e l! pe(om!n+ele !nteio!e. D!c% e=i/t% ,n tip! /t!:ilit !l ni4el,l,i/!ti/(%c%to "e pe(om!n+e 'i !ce/t! /e mo"i(ic%< m!n!#eii /,nt !let!+i "e !p!i+i! ,nei

po:leme.

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2. A:!tee! "e l! pl!n. Po:lem! /!, po:lemele pot (i /,#e!te "e !p!i+i! ,nei "i/cep!n+e9nte pe(om!n+e 'i e,lt!tele pe4%,te.*. Pimie! "e (ee":!c. M!n!#eii pot "e/copei e=i/ten+! ,nei po:leme "in "i/c,+iile c,(,nioii 'i clien+ii o#!ni!+iei /!, c, /,:!ltenii /!, /,peioii lo ie!ici.. Conc,en+!. Pe(om!n+ele o#!ni!+iei "in c!e (!ce p!te m!n!#e,l 9n !pot c, cele !le

conc,en+ilo /%i epeint% ,n in"ic!to !l e=i/ten+ei ,no e4ent,!le po:leme.

Pasul al 0$lea/ generarea de soluii alternative. O"!t% ce po:lem! ! (o/t i"enti(ic!t%< !l"oile! p!/ 9n poce/,l "e l,!e ! "eciiilo 9l epeint% #ene!e! "e /ol,+ii !lten!ti4e. 9n!ce!/t% (!% ! poce/,l,i "eciion!l e/te e/en+i!l% ce!ti4it!te!. O !:o"!e c!e pemite /tim,l!e! ce!ti4it%+ii 9n (!! "e #ene!e "e /ol,+ii !lten!ti4eo epeint% :!in/tomin#,l. 9nto 'e"in+% "e :!in/tomin#< ,n n,m% "e in"i4ii ceie /,nt!",n!+i c, /cop,l "e ! #ene! !:o"%i !lten!ti4e pent, eol4!e! ,nei po:leme "!te

po:lem!.

Pasul al 2$lea/ implementarea soluiei alese. O"!t% ce ! (o/t !le!/% o !lten!ti4%

0.0. PERSONALITATEA MANAGERULUI. TIPURI DE MANAGERI

Pe/on!lit!te! 9n/emn% cee! ce e/te popi, ,nei pe/o!ne< (el,l "e ! (i !l c,i4!. Din

p,nct "e 4e"ee p/iolo#ic /t,"i,l pe/on!lit%+ii ,m!ne coe/p,n"e celo tei "imen/i,ni !le!ce/to! tempe!ment< !ptit,"ini 'i c!!cte. Acti4it!te! "e con",cee /,p,ne /i/tem,l ne4o/,no e=cit!+ii pem!nente< (iin" nece/!% men+inee! ,n,i ecili:, 9nte poce/ele(,n"!ment!le !le !cti4it%+ii /i/tem,l,i ne4o/ e=cit!+i! 'i ini:i+i!. Pe/on!lit!te! e/te n,n,m!i cee! ce ce"e om,l "e/pe el< ci cee! ce e,lt% "in (!ptele /!le. Pe/on!lit!te! m!n!#e,l,i /intetie!% o l!#% c,lt,% #ene!l% "e /peci!lit!te< ,noiont (iloo(ic< /piit "e ce!ti4it!te< ne4oi! "e !,tope(ec+ion!e< +in,t% mo!l%. iec%,im!n!#e 9i e popie o !n,mit% m!ni(e/t!e ! pe/on!lit%+ii /!le< !ce!/t! (iin" mo"el!t% 9ncon(,nt!e! pem!nent% c, mem:ii #,p,l,i con",/. Ace!/t% con(,nt!e te:,ie /% !i:% ,nc!!cte con/t,cti4 poiti4 "eo!ece ,me!% /% ceee con"i+iile c!e /%i pemit% /% i!"ecii! optim% 'i< "eo!ece /,cce/,l /!, in/,cce/,l !c+i,nilo 9ntepin/e /e %/($n# !t$t

!/,p! m!n!#e,l,i c$t 'i !/,p! colecti4,l,i /%,.

D,p% inten/it!te! m,ncii "ep,/e /e "i/tin# trei tipuri de conductori cel c!e (!ce tot,l /in#,< ot%%'te 'i #$n"e'te pent, to+iF cel c!e n, (!ce nimic pe/on!l< to!te 9n"!toiile /!le tec$n",le 9n /!cin! /,:!lteniloF cel c!e (!ce n,m!i cee! ce e/te nece/!< i! /,:o"on!+ii m,nce/c c,m te:,ie.

8n (,nc+ie "e mo",l c,m ,tilie!% in(om!+iile 9n !cti4it!te! c,ent%< /e "i/tin# cincitip,i "e m!n!#ei 1. Mo)ilul c!e !",n% mee, in(om!+ii< "oc,ment$n",/e mee,. 8n c!,lin(om!+iilo c!e /e peime!% 9n timp n, !c+ione!% p$n% n, l! !ct,!lie!%< i! 9n c!,lc$n" te:,ie /% "eci"% /p,ne c% n, "e+ine /,(iciente in(om!+ii. 2. Prudentul? c!e /e "oc,mente!% 'i 9n "omenii col!te!le. D!c% 9n c,/,l !c+i,nii!p!e ce4! nepe4%,t /e "e/c,!@e!% pent, c% n, ! pe4%,t !'! ce4!.

*. 4uctorulmie!% tot,l pe o c!te< (iin",i "e !@,n/ o in(om!e minim% pent, !!c+ion!. Acti4it!te! /! /e comp,ne "in peio!"e !/cen"ente 'i e4e/,l lo. . (nocentuli#no% in(om!e! c! !cti4it!te peme#%to!e !c+i,nii. E'ec,ile /!le 'inec!,ile picin,ite !lto! le /c,% pin (om,l! "e ,n"e e! /% 'ti, c%... 5.+c#ili)ratul!peci!% "e c$te in(om!+ii !e ne4oie pent, ! e!li! o !c+i,ne c, i/ceon!:il< ",!t! in(om%ii (iin" coel!t% c, impot!n+! /cop,l,i. El !c+ione!% mee,con(om /it,!+iilo.

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8n (,nc+ie "e pe/on!lit!te! lo e=i/t% '!/e tip,i "e con",c%toi poruncitor< agresivl!e< H.Mo,ton< D. McGe#o< c!e !, "e4olt!t i"ei m!i 4eci !le l,i M!o< Lein< R. Lippit< G.Jite etc. Toto"!t% /til,l po!te (i con/i"e!t ,n !/pect !l con",ceii ope!+ion!lele!"e/ipB.

Impot!n+! c,no!'teii 'i e4!l,%ii /til,ilo "e con",cee "ec,#e "in m!i m,ltecon/i"eenteQ "!toit% e(ectelo pe c!e le !, /til,ile "e con",cee !/,p! me"i,l,i p/iolo#ic< p/io/oci!l 'i el!+ion!l "in c!",l ,nit%+ilo economice 'i !/,p! e,lt!telo !cti4it%+ii "e

po",c+ie< !/,p! po",cti4it%+ii.Q "!toit% c!p!cit%+ii "e "i(,i,ne ! /til,ilo "e con",cee< c!p!cit%+ii "e in(l,en+!e !l,c%ilo "in ,nit!te! economic%.Q "!toit% (!pt,l,i c% /til,l m!n!#ei!l po!te in(l,en+! oient!e! !cti4it%+ii 9nte#ii ecipe "econ",cee.Q /til,l "e con",cee n, !e "o! o ele4!n+% pe/on!l% ci 'i ,n! o#!ni!+ion!l%< !"ic%

in(l,en+e!% ,nit!te! economic% 9n 9nte#,l ei.

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E=i/t! m!i m,lte cl!/i(ic%i 'i tipolo#ii ! cee! ce n,mim /til "e con",cee. 7!, (olo/itn,meo!/e citeii< "inte c!e !mintim!B ",p% mo",l "e l,!e ! "eciiiloF

:B /i/tem,l "e 4!loi c!e oiente!% !cti4it!te! m!n!#ei!l%FcB e(icien+! /til,ilo "e con",cee.

!BPrima clasificare(olo/e'te "ept citei, mo",l "e l,!e ! "eciiilo. A (o/t (%c,t% "eX,t Lein pe :!! cecet%ilo 9ntepin/e 9n 16*6. Din !ce/t p,nct "e 4e"ee "i/tin#em teitip,i "e /til,i "e con",cee

#utoritar !,toc!ticB< peint% ,m%to!ele c!!ctei/tici pepon"een+! "eciiiloimpe/on!leF cent!li!e! !,toit%+iiF p,nee! !ccent,l,i pe !,toit!te! (om!l%F m!n!#e,l!e "ept "e "eciie 'i contol< i! /,:o"on!+ii /,nt /impli e=ec,t!n+iF 9nte!#! !cti4it!te "em!n!#ement e !=!t% pe /!ciniF /,:o"on!+ilo n, li /e e=plic% o:iecti4ele #ene!le ci "o! li/e cee e=ec,t!e! 9ntocm!i ! ot%$ilo l,!teF /!nc+i,nile /,nt (olo/ite (o!te "e/ pent,coec+i! !:!teilo "e l! "eciiile l,!teF n, /e !e 9n 4e"ee 'i ci! /e ne#li@e!% /piit,l

ce!to !l !n#!@!+ilo c!e 9n pem!nen+% te:,ie /% (ie 9n",m!+i< contol!+i< con/t$n'iF /e(olo/e'te (ec4ent citic! !/p% ! /,:o"on!+ilo< 9n /cim: !pecieile citice !le/,:o"on!+ilo n, /,nt !ccept!teF el!+iile inte,m!ne /,nt con/i"e!te p,+in impot!nte. Ace/t/til po!te (i (olo/it c, /,cce/ 'i po!te (i ,til "o! 9n !n,mite /it,!+ii< /pe e=empl, 9n c!,l,nei ,nit%+i milit!e 9n "i/poiti4. 8n tec,t c!!ctei! !cti4it!te! ,no (ome m!i 4eci "eo#!ni!e ! !cti4it%+ii economice< c!e e/te "e pil"! m!n,(!ct,!. 8n peent e/teincomp!ti:il c, /i/temele mo"ene< p!ticip!ti4e "e con",cee< "eo!ece !ce/t /til con",ce l!in/!ti/(!c+ie 9n $n",l /,:o"on!+ilo 'i e,lt!te ne#!ti4e "el%/!e< !n"!ment /c%,tl!e 'i H!ne Mo,ton 'i 9mp!te /til,ile"e con",cee 9n (,nc+ie "e "o,% "imen/i,ni oient!e! m!n!#eilo /pe po",c+ieF oient!e! m!n!#eilo /pe pe/on!l. 7t!:ilie! /til,ilo "e con",cee ! (o/t e!li!t% c, !@,to,l ,nei /ceme #!(ice< ,n"e

pe !=,l oiont!l e m!c!t #!",l "e intee/ m!ni(e/t!t "e m!n!#e pent, po:lemelepo",c+iei i! pe !=,l 4etic!l #!",l "e intee/ m!ni(e/t!t "e m!n!#e (!+% "e po:lemele,m!ne. A,toii !, peent!t "o! 5 tip,i "in cele )1 "e po/i:ilit%+i 'i 4!i!nteQ /til c!!ctei!t pint,n intee/ m!e pent, po",c+ie 'i intee/ /l!: pent, po:lemele

,m!ne. E/te /peci(ic m!n!#eilo !,toit!i< intee/!+i "o! "e e,lt!tele po",c+ieiF/,:o"on!+ii /,nt "o! in/t,mente "e po",c+ie.Q 7til c!!ctei!t pin intee/ m!e pent, po:lemele ,m!ne 'i /c%,t pent, po:lemele

po",c+iei. Pe"omin% ,n clim!t "e m,nc% !#e!:il< /!ti/(!c+iile pe/on!l,l,i /,nt m!i 'i"e4in /cop 9n /ine. M!n!#e,l ,m%e'te /!ti/(!cee! pe/on!l,l,i.Q 7til c!!ctei!t pint,n intee/ /l!: (!+% "e po:lemele po",c+iei 'i /l!: (!+% "e pe/on!l.Pe/on!l,l /e oc,p% /in#, "e po:lemele p/io /oci!le. M!n!#e,l e4it% con(lictele< e iol!t(!+% "e /,peioi 'i /,:o"on!+i< /e peoc,p% "e el 'i "e 4iito,l /%,.Q 7til c!!ctei!t pin intee/ me"i, (!+% "e pe/on!l 'i po:lemele po",c+iei. M!n!#e,l(olo/e'te pe/,!/i,ne!< e4it% con(lictele< +ine /e!m! "e /,#e/tiile pe/on!l,l,i.Q 7til c!!ctei!t pint,n intee/ m!e (!+% "e po:lemele ,m!ne 'i !le po",c+iei.M!n!#e,l (!4oie!% p!ticip!e! /,:o"on!+ilo l! e!li!e! po",c+iei 'i l,!e! "eciiiloF9nc,!@e!% !cti4it!te! colecti4%< competen+eleF i! "eciii :,ne 'i o:+ine e,lt!te (o!te :,ne9n po",c+ie.

2. clasi)icarea tridimensional! (o/t (%c,t% "e H. Re"!lin 'i !e 9n 4e"ee tei "imen/i,ni!le m!n!#e,l,i oient!e! m!n!#e,l,i /pe /!cin%F oient!e! m!n!#e,l,i /pe cont!cte ,m!neF oient!e! m!n!#e,l,i /pe !n"!ment m!=imi!e! po",cti4it!+iiB. A/t(el< 9nt$lnim ,m%to!ele /til,i "e con",cee< e/pecti4 "e m!n!#ei

Q :ioc!t,l ? oient!t /pe !n"!mentQ ne#!ti4,l ? n, e oient!t /pe nici ,n! "in cele tei "imen/i,niQ !lt,i/t,l ? oient!t /pe cont!cte ,m!neQ !,toc!t,l ? oient!t /pe /!cin%Q !,toc!t,l:ine4oito ? oient!t /pe /!cin% 'i !n"!mentQ pomoto,l ? oient!t /pe !n"!ment 'i cont!cte ,m!neQ eit!nt,l ? oient!t /pe /!cin% 'i cont!cte ,m!neQ e!li!to,l ? oient!t /pe cele tei "imen/i,ni

cB ' treia clasificare!e 9n 4e"ee citei,l e(icien+ei /til,ilo "e con",cee. A (o/t(%c,t% "e /peci!li'ti (!ncei< ce "i/tin# "o,% c!te#oii c, c$te 5 tip,i "e /til,i "e con",cee

1BManageri cu stiluri e)iciente

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Q O#!ni!to,l ? /e :!e!% pe o#!ni!e !+ion!l% 'i peci/%F /,:o"on!+ii /e :,c,% "ein"epen"en+% 'i (olo/e'te n,m!i e#lement%ile (om!le pent, ! eol4! e4ent,!lele po:lemeQ P!ticip!ti4,l ? "i/p,ne "e !,toit!te e!l%F pomo4e!% m,nc! 9n ecip%< (!cilit$n"com,nic!e! 'i col!:o!e!Q Re!li/t,l ? e/te tip,l "e m!n!#e c!e 9'i con/,lt% /,:o"on!+ii 'i p,ne !ccent pe ,n clim!t

"e m,nc% !#e!:ilQ 8ntepin%to,l ? pomo4e!% competen+!< :!$n",/e pe el!+ii ie!ice cl!e 'i!:o"e!% 9n mo" "e/ci/ con(licteleQ M!=imin!li/t,l ? in/tit,ie ,n clim!t "e e=i#en+%< "% "i/poi+ii @,"icio!/e !"ec4!te (iec!ei/it,!+iiF e oient!t /pe /!cin%.

2BManageri cu stiluri nee)icienteQ >ioc!t,l ? :!$n",/e pe "iplome< titl,i 'i n, pe e,lt!teF e=i/t% "eciiile "elic!teF n,!#e!% pe/on!l,l c, m,lt% in(l,en+% 'i nici el!+iile inte,m!ne (o!te t!inice.Q P!teni/t,l "emo#o#,lB 4o:e'te m,lt "e "emoc!+ie< con",cee colecti4%< "! temenii/,nt necl!iF ,neoi "% /!ti/(!c+ii /,:o"on!+ilo ci! 9mpoti4! intee/elo 9ntepin"eii 'i

e4it% con(lictele c, !ce'ti!.Q Tenoc!t,l ? e intee/!t "e men+inee! po/t,l,i< !4$n" o compot!e !,toit!%l!nc!"

/til,l "iecti4 TELLBpent, /,:o"on!+ii c!e n, 4o 'i n, pot /% e!liee !cti4it%+ilece,teF m!n!#e,l /p,ne ce te:,ie /% (!c% /,:o"on!+ii 'i contole!% pe c$t po/i:ilB(iec!e !c+i,ne< (iin" cent!t pe /!cin%F /til,l t,to!l 7ELLBpent, /,:o"on!+ii c!e n, pot< "! 4o /% e!liee !cti4it%+ilece,teF m!n!#e,l 4in"e /,#e/tii< "eciii< 9ncec$n" /% con4in#%< (iin" cent!t !t$t pe/!cin%< c$t 'i pe el!+ii ,m!neF /til,l mento!l PARTICIPATEBpent, /,:o"on!+ii c!e pot 'i 4o< "! n, 9n /,(icient%m%/,% 'i !le c%o c!p!cit%+i 'i moti4!+ie m!i te:,ie "e4olt!teF m!n!#e,l p!ticip% c,/,#e/tii< /(!t,i< !@,to< "e (iec!e "!t% c$n" 9i /,nt ce,te< (iin" cent!t pe el!+ii ,m!neF /til,l "ele#!to DELEGATEBpent, /,:o"on!+ii c!e pot 'i 4o 9n /,(icient% m%/,%Fm!n!#e,l "ele!#% /,:o"on!+ilo !,toit!te! "e l,!e ! "eciiilo< "ecent$n",/e 'i (!+% "e/!cin% 'i (!+% "e el!+iile ,m!ne.

D,p% !l+i !,toi< "e e=empl, V. Voom 'i P. ^etton< !le#ee! /til,l,i "e con",cee!"ec4!t te:,ie (%c,t% pe :!! ,no citeii< c,m ! (i e=i/ten+! ,no /t!n"!"e "e c!lit!te pent, "eciie< c!e implic% o m!i m!e cent!e pe/!cin%F e=i/ten+! ,no in(om!+ii /,(iciente pent, o "eciie "e c!lit!te ? "e4ine po/i:il% "eciiein"i4i",!l% ! m!n!#e,l,i< m!i !le/ 9n (,nc+ie "e /!cin%F ni4el,l "e /t!n"!"i!e ! po:lemei< "eciiile /ol,+iileB /t!n"!"i!te (!c /,pe(l,%cent!e! pe el!+ii ,m!neF

ni4el,l c,no!'teii 'i !l !co",l,i /,:o"on!+ilo el!ti4 l! o:iecti4ele o#!ni!+iei ?c,no!'tee! 'i 9mp%t%'ie! (,nc+iilo o#!ni!+iei ce/c nece/it!te! cent%ii pe el!+iile,m!neF po/i:ilit!te!po:!:ilit!te! con(lict,l,i 9n ,m! !plic%ii ,nei !n,mite /ol,+ii /!, "eciiiFoient!e! pe el!+iile ,m!ne e/te optim% 9n !:o"!e! con(lictelo.

8n +!! no!/t% !, e=i/t!t c$te4! peoc,p%i 9n !ce/t "omeni,F men+ion%m 9n !ce/t /en/cl!/i(ic!e! (%c,t% "e T. Ke/eni m!n!#ei 4!loo'i c, oient!e :,n% 9n !pot c, /!cin! loF m!n!#ei 4!loo'i "! lip/i+i "e /tilF m!n!#ei me"ioci /!, inc!p!:ili "! c, /tilF

m!n!#ei me"ioci lip/i+i "e /til.

1




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Pe :!! cecet%ilo e(ect,!te "e c!"ele "i"!ctice "in !c,lt!te! "e ilo/o(ie ?>,c,e'ti< "i/tin#em "o,% tip,i !,toit! 'i coope!to< i! Ile!n! R,/,< I. R,/ 'i D.7te#%oi, i"enti(ic% ,m%to!ele /til,i "e con",cee !,toit!< con/e4!nt< "emoc!tpo/i:ilit%+ile celo c!e ,me!% /% o eol4e. Un,l "inte /,/+in%toii ,n,i !/t(el "e /til ! (o/tERNE7T MaKLEMAN< c!e !t!#e 9n/% !ten+i! !/,p! peicolelo< pe c!e le !/c,n"econ",cee! /it,!+ion!l% !:,,l "e p,tee 'i "e(ec+i,nile "e com,nic!e 9n /en/,l c%/,#e/tiile con",c%to,l,i pot (i intepet!te eon!t "e /,:o"on!+iB. C, to!te !ce/te! /til,l/it,!+ion!l 9m:in% !4!nt!@ele /til,l,i !,toit! 'i !le cel,i p!ticip!ti4< "imin,$n" l! minim,m"e!4!nt!@ele !ce/to!. cB C! o (,nc+ie mi=t%< ! pe/o!nei 'i ! /it,!+iei mo"el,l mi=tB. Pe/,p,ne !"!pt!e!

pe/o!nei l! /it,!+ie< /t,ct,!e! 'i /t%p$nie! /it,!+iei. Pe/o!n! e t!t!t% c! po",/ !linte!c+i,nilo 'i el!+iilo ce /e /t!:ile/c 9nte #,p 'i m!n!#e.om!e! 'i "in!mic! /til,ilo "e con",cee /,nt in(l,en+!te "e ,m%to!ele c!te#oii "e(!ctoi !ctoi ce +in "e p!tic,l!it%+ile "e pe/on!lit!te< pe#%tie po(e/ion!l%< ni4el,lmoti4!+ion!l< pe#%tie 9n "omeni,l con",ceii 'i e=peien+%. !ctoi ce +in "e p!tic,l!it%+ile m,ncii o#!ni!e tenolo#ic% ! m,ncii< "i4ii,ne! m,ncii.

!ctoi ce +in "e p!tic,l!it%+ile me"i,l,i /oci!l tip,l ,nit%+ii< (ome "e o#!ni!e< c,lt,!


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Pregtirea con/tit,ie tot!lit!te! c,no'tin+elo< "epin"eilo 'i picepeilo nece/!e9n"epliniii ,nei !cti4it%+i. E! incl,"e pe#%tie! "e /peci!lit!te /!, po(e/ion!l%< c,lt,%#ene!l% 'i c,no'tin+e "e con",cee. Ni4el,l pe#%tiii in(l,en+e!% /til,l "e con",cee pe m!im,lte "iec+ii Un m!n!#e c, o pe#%tie po(e/ion!l% /l!:% 4! opt! pent, ,n /til !,toit!< e4it$n" /%'i

con/,lte col!:o!toii /!, 9ncon@,$n",/e "e col!:o!toi 'i /,:!lteni incompeten+i. Un m!n!#e c, o pe#%tie po(e/ion!l% (o!te :,n% 4! 'ti /% !peciee c!p!cit%+ilepo(e/ion!le !le /,:o"on!+ilo< 9i 4! con/,lt!< 4! (!4oi! pomo4!e! celo competen+i.

7ivelul motivaional? moti4!+i! implic% tei t%/%t,i "e :!% oient!e /pe ,n /cop

Componentele strategiei Pincip!lele componente !le /t!te#iei "e pi!+% /,nt ,m%to!ele pi!+! po",/,l,iconc,en+ii poten+i!li< po",/ele /imil!e< etcBF ni4el,l in4e/ti+iilo coe/p,n%to op+i,nilo"e ce'tee< "e men+inee /!, e/t$n#ee ! !cti4it%+iiBF /,:/t!te#ii pent, (iec!e /ecto 4i!tpe+< pomo4!e< "i/ti:,+ieBF c!p!cit!te! m!n!#ei!l% 'i mi@lo!ce "e /,/+inee ! /t!te#iei!le/eF !loc!e! e/,/elo pe "iec+ii "e !(!ceiF coo:o!e! e(ectelo /ine#ice "e4olt!e!,no !cti4it%+i "i(eite ce /e /,/+in ecipocB etc.

!ipuri de strategii Pincip!lele /t!te#ii "e pi!+% /,nt ,m%to!eleW e=tin"ee! !cti4it%+ii c! 4ol,m< !ie "e e(ein+% 'i !c+i,ne< /t,ct,% conco"!nt% c,ceee! 'i c, /eon!lit!te!FW !le#ee! cel,i m!i (!4o!:il /e#ment "e !c+i,ne c! opot,nit!te ! pie+ei 'i c! /peci!li!e

po/i:il% pent, (im%FW "e4olt!e! "e !cti4it%+i complement!e po(il,l,i pin "i4e/i(ic!e p!+i!l%< epo(il!etempo!%< !"!pt!e! l! noi tenolo#ii< #%/ie! ,no noi /e#mente "e con/,m!toiFW lici"!e! p!+i!l% /!, tot!l%< 9n!inte c! tot,l /% (ie pie",t< !/t(el 9nc$t /% /e po!t% 9ncepe ono,% !(!ceeFW /t!te#i! "e penet!e ! pie+ei< pin con/oli"!e! poi+iei !ct,!le !pel$n" l! ce'tee!

e(ecti4it%+ii 'i e(icien+ei pomo4%ii 'i "i/ti:,+iei /poie! c!ntit%+ilo con/,m!te< (olo/ie!m!i (ec4ent ! ,n,i po",/< 9nloc,ie! !ce/t,i! l! temene m!i /c,te< etcBFW /t!te#i! "e e(om!e< !"ic% "e 9m:,n%t%+ii !le po",/elo 9n 4e"ee! /poiii 4$n%iloFW /t!te#i! "e 9nloc,ie< pin l!n/!e! "e /otimente noi< 9m:,n%t%+ite< 9n #lo:$n" tenolo#ii!"ec4!te po",/,l,iFW /t!te#i! "i(een+ieii po",/elo 'i ce! ! /e#ment%ii pie+ei pent, "e4olt!e! ,no noi4!i!nte /otiment!leFW /t!te#i! e=tin"eii liniei po",/elo< c,pin$n" "e4olt!e! "e noi po",/e "e/tin!te!celo!'i /e#mente "e pi!+% e=. po",/e c,lin!e< po",/e electoniceBFW /t!te#i! "i4e/i(ic%ii concentice< pin !t!#ee! "e noi /e#mente "e c,mp%%toi

!limente 'i :%,t,i "ieteticeBF

)




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W /t!te#i! "i4e/i(ic%ii oiont!le< pin "e4olt!e! "e noi po",/e c!e ,tilie!% tenolo#ii"i(eite "e cele !le po",/elo !ct,!le e=. !l%t,i "e !,tomo:ile< electonice "e (olo/in+%9n"el,n#!t% /e o(e% c!lc,l!to!e electoniceBFW /t!te#i! "i4e/i(ic%ii l!te!le< pin e!li!e! "e po",/e noi c!e n, !, nici o le#%t,% c,cele !ct,!le.

7t!te#iile !nticonc,en+i!le /,nt "e o(en/i4% 9n c!,l ,n,i 9n!lt #!" "e !"!pt!eBittel< L.R. c!e !"mite e=i/ten+!nece/it!te!B ! '!/e et!pe m%/,!e! ni4el,iloF poiec+i! 9n 4iitoF /elec+i! citeiiloF

o:/e4!e! e!li%iloF comp!!e! e!li%ilo c, 4!loile pe4iion!leF l,!e! "eciiei!c+i,ne!B. Ace/t mo" "e et!pi!e ! poce/,l,i "e m!n!#ement e/te con/i"e!t c! (iin"coe/p,n%to peio!"ei 9n c!e /i/tem,l in(om!+ion!l :!!t pe pel,c!e! !,tom!t% ! "!telo/i/tem in(om!ticB e! p,+in implic!t< 9n "e,l!e! !cti4it%+ilo (iin" nece/!% inte4en+i!(ec4ent% ! ope!to,l,i ,m!n. 'ea de a doua grup de opiniicon/i"e% !+ion!l% #,p!e! !cti4it%+ilo poce/,l,i "em!n!#ement 9n p!t, et!pe (!eB /t!:ilie! 4!loilo pl!ni(ic!te pe4iion!leBF (i=!e!/t!:ilie!B tole!n+eloF comp!!e! e!li%ilo c, ni4el,l pl!ni(ic!t pelimin!tBF l,!e!"eciiilo tecee! l! !c+i,neB. Ace!/t% et!pi!e +ine /e!m! "e po/i:ilit!te! "e implic!e !

pel,c%ii !,tom!te ! "!telo< c!e /e "o4e"e'te 'i po!te (i (o!te m!e.

Sta)ilirea mrimilor 6valorilor7 planificate E/te et!p! pin c!e /e 9n"epline'te (,nc+i! "e pl!ni(ic!e ! m!n!#ement,l,i 'i /ee!lie!% ",p% meto"olo#i! c,no/c,t%< !"!pt!t% l! /peci(ic,l ,nit%+ii economice. M!n!#ement,l pin e=cep+ie 9n con"i+iile ,tili%ii pe /c!% l!#% ! pel,c%ii !,tom!te! "!telo n, imp,ne nici ,n (el "e e/tic+ii N,m%,l in"ic!toilo pin c!e /e m%/o!%!cti4it%+ile po!te (i oic$t "e m!e< con(om !lto cein+e. De !/emene!< #!",l "e "et!liee"e(!lc!eB ! pl!n,l,i po!te me#e p$n% l! cele m!i mici elemente /t,ct,!le m!'ini< loc,i"e m,nc%< (om!+ii "e l,c,B< l! ni4el "e po",/e< /,:!n/!m:le< epee /!, (!e !le poce/,l,i"e (!:ic!+ie< i! 9n timp pl!ni(ic!e! 'i po#!m!e! /e pot e!li! pe oice inte4!l< !nIECTIVE REZULTATE ? RECOMPEN7E 7ANC3IUNI.

'. C''C!+(S!(C(8+ M.P.5.@ in/tit,ie! ,n,i /i/tem "e o:iecti4e pent, o#!ni!+ie< c!e /% co:o!e p$n% l! ni4el,le=ec,t!n+iloF p!ticip!e! 9nte#,l,i pe/on!l< ! (iec%,i component !l o#!ni!+iei< l! /t!:ilie!o:iecti4elo 9n ! c%o e!li!e e/te nemi@locit implic!tF

in"i4i",!lit!te! :,#etelo "e celt,ieli pe pincip!lele /,:"i4ii,ni o#!ni!toice< cee! ceimplic% "e/cent!li!e! l!t,ii ope!+ion!le ! /i/tem,l,i (in!nci!F in/tit,ie! ,n,i /i/tem "e contol contin,, :!!t pe meto"! !:!teilo /emni(ic!ti4eF coel!e! /t$n/% ! ecompen/elo 'i /!nc+i,nilo m!tei!le 'i mo!le c, e,lt!tele e(ecti4o:+in,teF m,t!+ii 9n ment!lit!te! pe/on!l,l,i o#!ni!+iei< 9n !tit,"ine! /! (!+% "e o:iecti4ele !ce/tei!ANBF e/te in"ic!t c! m!tei!lele pent, 'e"in+% /% (ie c$t m!i /c,te< c,pin$n" /tict in(om!+iilenec,no/c,te "e p!ticip!n+i< (iin" timi/e c, cel p,+in 12 ile 9n!inteF 9n c!,l 'e"in+elo oc!ion!le pent, /t!:ilie! "!tei e/te in"ic!t% con/,lt!e! pe/o!neloimplic!te !/,p! (i=%ii ilei 'i oei /!, cel p,+in !n,n+!e! lo "in timpF 9n c!,l 'e"in+elo peio"ice /%pt%m$n!le< "ec!"!le< l,n!e ? e/te impot!nt% "e,l!e! lo9n !cele!'i ile 'i oe< (!cilit$n" (om!e! l! p!ticip!n+i "e o:i'n,in+e pi4in" !t$t pe#%tie!


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col!:o!e /t!tonicite 9nte !#en+iile "e t,i/m 'i pe/t!toi c!e< l! $n",l lo< 9'i /t!:ile/ccon"i+iile #ene!le "e 4$n!e ! /e4iciilo pe c!e le pe/te!%FW /t!te#i! c!lit%+ii !#,ment,l e/en+i!l !l competiti4it%+ii po",/elo 'i o /e4iciilot,i/tice e/te c!lit!te! /e4iciilo pe/t!te< 9n (,nc+ie "e c!e /e "etemin% 'i e(ot,ile

pomo+ion!le "e p%t,n"ee< men+inee /!, e=tin"ee pe "i(eite /e#mente "e pi!+%.

W concept,l "e po",/ t,i/tic nici o !#en+ie "e t,i/m n, i/c% l!n/!e! l! 9nt$mpl!e ! ,n,ipo",/ t,i/tic .Pe#%tie! pent, comeci!li!e 9ncepe "in moment,l 9n c!e /t,"iile !te/t%,tilit!te! po",/,l,i 'i 4! contin,! p$n% 9n moment,l c$n" po",/,l 4! (i !pt pent, ! (icomeci!li!t. Pl!n,ile /t!te#ice /e "i(een+i!% 'i "in p,nct,l "e 4e"ee !l p!tic,l!it%+ii

po",/,l,i< "ict!te< 9n!inte "e to!te "e /eon!lit!te! !cti4it%+ii t,i/tice< pe ",!t! cicl,l,i "e4i!+% !l po",/,l,i< 'i "e con"i+iile 9n c!e po",/,l ce!t 4! p,te! (i 4!loi(ic!t. 8n pl!n,ile /t!te#ice !le noilo po",/e m!n!#ement,l !#en+iilo "e t,i/m te:,ie /%incl,"% ,m%to!ele /ec+i,ni loc!li!e! con/,m,l,i /e4iciilo +!!< on!< /t!+i,ne! etc.BF "imen/i,nile c!p!cit%+ilo ecepto!e "e c!e po!te "i/p,ne o !#en+ie "e t,i/mF

contol,l ope!+i,nilo "e "e,l!e ! /e4iciiloF pent, ,n m!n!#e n, e/te /,(icient /%'i c,no!/c% (o!te :ine popi! !#en+ie 'i clientel!< cite:,ie /% 'tie 'i c,m !c+ione!% 9ntepin"eile competito!e. In(om!+iile pe c!e le po!teo:+ine m!n!#e,l "e/pe 9ntepin"eile competito!e /,nt tot !t$te! elemente c!e conti:,iel! oient!e! politicii popii 9n el!:o!e! pl!n,ilo /t!te#ice.

3.


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"B /t!:ilie! pincip!lelo p,ncte (ote 'i ! c!,elo c!e le #enee!%FeB (om,l!e! ecom!n"%ilo. Pincip!lele !4!nt!@e !le (olo/iii !ce/tei meto"e !/i#,% (,n"!ment,l nece/! el!:o%ii'i !plic%ii po#!melo "e "e4olt!e ! (imeiF pe9nt$mpin% !p!i+i! ,no "i/(,nc+ion!lit%+im!@oe "!toit% i"enti(ic%ii c!,elo ce le #enee!% 9nto (!% incipient%F !mpli(ic% !pi"

poten+i!l,l /ociet%+ii comeci!le /!, e#iei !,tonome pin !c+ion!e !/,p! c!,elo#ene!to!e "e p,ncte (oteF !/i#,% :!! in(om!+ion!l% !:/ol,t nece/!% !"opt%ii ,no"eciii /t!te#ice 'i t!ctice c,ente 'i e(ic!ce.

3.=. MANAGEMENTUL PRIN DELEGARE

8n c!",l m!n!#ement,l,i (imei< "ele#!e! !e ,n con+in,t /peci(ic< "etemin!t "ep!tic,l!it%+ile !ce/t,i o#!ni/m /ocioeconomic. Dele#!e! con/t% 9n !ti:,ie! tempo!% "ec%te ,n m!n!#e ! ,nei! "in /!cinile /!le "e /e4ici, ,n,i /,:o"on!t< 9n/o+it% 'i "ecompeten+! 'i e/pon/!:ilit!te! coe/p,n%to!e. Din "e(ini+i! "!t% e,lt% "e (!pt< o "epl!/!e

tempo!% "e /!cini< competen+e 'i e/pon/!:ilit%+i "e l! ni4el,l ie!ic /,peio l! ni4el,lie!ic in(eio. Accent,%m c% !e ,n c!!cte tempo! 9nt,c$t !ltmintei !4em "e! (!ce c,o "e/cent!li!e.

Pincip!lele elemente componente!le poce/,l,i "e "ele#!e /,nt 9n/%cin!e! con/t% 9n !ti:,ie! ,n,i /,:o"on!t< "e c%te ,n m!n!#e< ! e(ect,%ii ,nei/!cini cei e4ine "e "ept pin o#!ni!e! (om!l%F !ti:,ie! competen+ei (om!le /e !/i#,% /,:o"on!t,l,i li:et!te! "eciion!l% 'i "e!c+i,ne nece/!% e!li%ii /!cinii e/pecti4eF 9nce"in+!e! e/pon/!:ilit%+ii !/i#,% e(!cee! ti,n#i,l,i "e !, !l o#!ni%ii pent,/!cin! 9n /pe+%.

Pro%lema cheie 9n ,tili!e! c, /,cce/ ! meto"ei "ele#%ii e/te /ol,+ion!e!coe/p,n%to!e ! "ilemei 9nce"ee contol. Pent, o /ol,+ion!e coe/p,n%to!e ! "ilemeicontol 9nce"ee< e/te nece/! /% /e e/pecte ,n /et "e e#,li!B /% n, /e "ele#e e!li!e! "e /!cini "e impot!n+% m!@o%F

:B peci!e! cl!%< 9n /ci/< ! /!cinilo< competen+elo 'i e/pon/!:ilit%+ilo "ele#!teFcB ce!e! ,nei !m:i!n+e (!4o!:ile "ele#%iiF"B "e(inie! c$t m!i i#,o!/% ! e,lt!telo ce /e !'te!pt% FeB 4ei(ic!e!< "e e#,l%< ! e,lt!telo o:+in,te.

#vantajele acestei metode /e (olo/e'te m!i !+ion!l c!p!cit!te! m!n!#eilo pin"e#e4!e! "e /ol,+ion!e! ,no! "in po:lemele "e m!i e",/% impot!n+%F /,:o"on!+ii

:ene(ici!% "e con"i+ii m!i :,ne pent, "e4olt!e! pe pl!n po(e/ion!lF poten+i!l,le=ec,t!n+ilo 'i m!n!#eilo e/te 4!loi(ic!t l! ,n ni4el /,peioF clim!t,l "e m,nc%(!4oie!% 9nto m%/,% /poit% ini+i!ti4!< ce!ti4it!te! etc.

3.>. MANAGEMENTUL PRIN TABLOUL DE BORD

'oninutul $i utilitatea ta%loului de %ord 9n pim,l $n"< e/te o impot!n+% tenic% "em!n!#ement< c, imp!ct nemi@locit !/,p! e(ic!cit%+ii m,ncii m!n!#eiloF 9n !l "oile! $n"

con",cee e/te oient!t% 9n pincip!l /pe o:+inee! :ene(ici,l,i m!=imi!e! e,lt!telo 'iminimi!e! celt,ieliloB. Con(om !ce/tei meto"e< (iec!e m!n!#e< in"i(eent "e poi+i! /!ie!ic%< e/te %/p,n%to "e !n,mite e,lt!te pe c!e le po!te o:+ine pin 4!loi(ic!e!c!p!cit%+ilo /!le pe/on!le 'i ! ,no e/,/e "in ,nit!te. Citeiile "e !peciee ! !cti4it%+ii "em!n!#ement con/t!, 9n m%ime! e,lt!telo 'i ! celt,ielilo (%c,te pent, o:+inee!!ce/to!. 8nc!"!e! pe "iec+i! o:+ineii e,lt!telo pe/t!:ilite e/te ,m%it% peio"ic pinconto!le c!e pemit o coect!e ope!ti4% ! !:!teilo.

8n !ce/t /cop /e (olo/e'te pe l!# /i/tem,l "e ecompen/e 'i /!nc+i,ni. Ace/t! meto"%!/i#,% /elec+i! po:lemelo pioit!e< impot!nteF pemite 9m:in!e! intee/elo #ene!le 'i

p!tic,l!eF !/i#,% o eti:,+ie ecit!:il%F pemite e4!l,!e! coect% 'i o:iecti4% ! !cti4it%+ii"e m!n!#ementF pemite ce'tee! e(icien+ei !cti4it%+ii ,nit%+ii economice. Di(ic,lt%+i !p! 9n!peciee! e,lt!telo pe (iec!e l,c%toF m!=imi!e! ,no e,lt!te ime"i!te po!te /% n,conco"e c, o:iecti4ele pe temen l,n#.

3.(. MANAGEMENTUL BA'AT PE MOTIVAIE

Po:lemei moti4!+iei pe/on!l,l,i i /e !ti:,ie o m!e impot!n+% !t$t 9n /ecto,l pi4!tc$t 'i 9n cel :,#et!. To+i m!n!#eii /,nt "e !co" c% !tin#ee! o:iecti4elo o#!ni!+ion!le"epin"e (o!te m,lt "e compot!ment,l 'i !tit,"ine! /,:o"on!+ilo lo (!+% "e /!cinile ce lee4in. D! c$n" /e 9nce!c% /% /e %/p,n"% l! 9nte:%i "e #en,l C,m po+i /%i "etemini pe

o!meni /% (!c% cee! ce "oe'ti t,[ /!, "e ce#l,ce!% m!i m,lt /i m!i :ine "ec$t: 9n!cele!'i con"i+ii "e m,nc![ /e !@,n#e l! concl,i! c% po:lem! e/te "e/t,l "e comple=% 'i

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"i(icil%. De !/emene!< te:,ie /p,l:e!t% "e l! 9ncep,t il,i! c% ! e=i/t! o e+et% /i#,%< "e/,cce/< c!e /% !/i#,e eol4!e! po:lemei moti4!+iei pent, oic!e "inte /it,!+ii /!,/,:iec+i. De ce[ Pent, c% o!menii /,nt "i(ei+i. iec!e !e o pe/on!lit!te :ine "e(init%< c,ne4oile< !ptit,"inile< 4!loile 'i !/pi!+iile /!le.

Ace/te c!lit%+i in"i4i",!le /e com:in% !poi c, con"i+ii 'i !/pecte le#!te "e loc,l "e

m,nc%. Pe l$n#% !ce!/t! m!i !c+ione!% 9nc% ,n (!cto impot!nt< 'i !n,me "in!mic!pe/on!lit%+ii 'i ce! ! me"i,l,i. In"i4iii n,'i p%/te!% 9n mo" con/e4!to to!tec!!ctei/ticile. Unii /imt ne4oi! /!, /,nt o:li#!+i /%'i "e4olte :!#!@,l "e c,no'tin+e. Al+ii9'i pe(ec+ione!% "epin"eile c$'ti#!te 9nt,n "omeni, "e !cti4it!te pint,n itm /,/+in,t 'i

pe/e4eent "e l,c,< c! /% n, m!i !mintim "e /cim:%ile po4enite "in 4i!t! p!tic,l!%,c,e'tiB.

De/ci($n" pe 9n"elete !ce/te "e(ini+ii complement!e< e,'im /% i"enti(ic%mpincip!lele elemente componente !le poce/,l,i moti4!+ion!l compot!ment< /copinson Con(om !ce/tei teoii

Ce ecompen/e e m!i po:!:il /% (ie !peci!te "e !n#!@!+i[ 8n ce (el pot (i ecompen/ele le#!te "e pe(om!nte[ C,m pot (i (%c,te p,:lice ecompen/ele "i/poni:ile[ C,m pot (i e#$n"ite econcep,te ,nele po/t,i pent, ! incl,"e ecompen/ele !'tept!te "e!n#!@!+i[

3.((. MANAGEMENTUL BA'AT PE ARBORELE DECI'IONAL

7t,"iile teoetice !, con",/ l! e!li!e! ,n,i mo"el /emni(ic!ti4 pent, con+in,t,l 'i(iloo(i! "eciiei 9n m!n!#ement,l in",/ti!l ,n con",c%to con(,nt!t c, ,n n,m% "e

po:leme m!i m!e "ec$t c!p!cit!te! "eciion!l% "i/poni:il%< po:leme m!@oe /!, minoe

po:lem! pec,m 'i e,lt!tele /!, con/ecin+ele (iec%ei 4!i!nte "eciion!le. Dee=empl, n, 'tim 4eme! "e m$ine "! 'tim po:!:ilit!te! "e ! plo,!. Detemin!e!

po:!:ilit%+ilo< o:iecti4e /!, /,:iecti4e< epeint% p,nct,l /en/i:il 9nt,n poce/ "eciion!l"e !ce/t tip< "e/eoi m!n!#eii (iin" con(,nt!+i c, /,pie nepl%c,te pin !p!i+i! ,noe,lt!te "i(eite "e cele /cont!te.*. Deciii 9n condiii de incertitudine /ol,+iile !"opt!te n, /e :!e!% pe in(om!+ii !/,p!

po:!:ilit%+ii "e po",cee ! /t%ilo n!t,ii< e4enimente /!, !lten!ti4e "eciion!le. De

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e=empl, po:!:ilit!te! c! ,n p!ti" ecolo#i/t /% n,me!/c% ,n pim mini/t, pe/te 2- "e !nin, e/te c,no/c,t% d. 8n pim,l c! /ol,+i! /e !"opt% 9n (,nc+ie "e e,lt!t,l cel m!i (!4o!:il< 9n cel "e!l"oile! c! /ol,+i! /e "etemin% 9n (,nc+ie "e o 4!lo!e !'tept!t%< i! 9n ,ltim,l c! !le#ee! /emoti4e!% pin ,tili!e! ,no meto"e /peci(ice teoiei @oc,ilo.

In"i(eent "e comple=it!te! po:lemei m!n!#ei!le /!, "e tenicile (olo/ite pent,!n!li%< to!te "eciiile /,nt con/tit,ite "into 9n'i,ie "e !lten!ti4e /it,!+ii "eciion!leBl,$n" 9n con/i"e!e po:!:ilit!te! "e/(%',%ii e4enimentelo< o con/t,c+ie #!(ic% c!e /en,me'te !:oe "eciion!l< ,n in/t,ment "e tip /to!/tic ,tili!t pent, !"opt!e! "eciiilo9n con"i+ii "e i/c 'i incetit,"ine. A:oele "eciion!l pemite /ec4en+iee! ,nei po:lemem!n!#ei!le comple=e 9nto /,it% lo#ic% 'i o"on!t% "e po:leme m!i /imple 'i e4!l,!e!m!tem!tic% concet% ! c$'ti#,ilo /!, ! pie"eilo l! (iec!e ni4el "eciion!l. A:oele"eciion!l /e ,tilie!% 9n eol4!e! ,no po:leme m!n!#ei!le comple=e c, implic!+ii(in!nci!e m!@oe into",cee! 9n (!:ic!+ie "e noi po",/eF !le#ee! !mpl!/%ii ,nit%+ilo

po",cti4eF !le#ee! ecip!menteloF e=tin"ee! c!p!cit%+ilo "e po",c+ieF pl!ni(ic!e!

9nte+ineii 'i ep!!+iilo ,til!@elo.

Pent, con/t,ie! !:oel,i "eciion!l /e p!c,# ,m%to!ele et!pe

1. I"enti(ic!e! po:lemei< /t!:ilie! o:iecti4,l,i 'i "etemin!e! !lten!ti4elo po/i:ileF2. 7t,ct,!e! 'i con/t,ie! epeent!e! #!(ic%B ! !:oel,i "e "eciieF*. 7t!:ilie! ni4el,l,i "e con/ecin+e !(eente (iec%ei !lten!ti4eF e,lt!tele (in!le!le !lten!ti4elo Ri.. Detemin!e! po:!:ilit%+ilo e4enimenteloF /t%ile n!t,ii !, o !n,mit% po:!:ilit!te "ee,'it% piF5. C!lc,l,l /pe!n+ei m!tem!tice pent, (iec!e !lten!ti4% "eciion!l%< et!p% 9n c!e /ee/time!% 4!loile !'tept!te pent, (iec!e com:in!+ie po/i:il% "inte !lten!ti4e 'i /t%ilen!t,ii.

S9+ S -R&. Ale#ee! 4!i!ntei "eciion!le pe :!! 4!loii m!=ime o:+in,te. 8n l,c%ile "e /peci!lit!te!n#lo/!=one !ce!/t% 4!lo!e !pot!t% 9n ,nit%+i monet!e e/te not!t% c, EMV !:e4iee "e l!E=pecte" Monet! V!l,e 4!lo!e! monet!% !'tept!t%B.

A:oele "eciion!l< in/t,ment #!(ic "e !n!li% ! 4!i!ntelo e4i"en+i!% /ec4en+eleUCURETIF1&. IONESCU I. 2--< ECONOMIA INTREPRINDERII DE TURI7M I COMER3 MANUAL DEAUTOIN7TRUIRE< ED. ECONOMIC;< >UCURETIF

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1. IONESCU I.2---< TURI7MUL ENOMEN 7OCIALECONOMIC 7I CULTURAL< ED. O7CARPRINT< >UCURETIF

1). OHNSON R. . 16)1< NEGOTIATION 7TRATEGIE7 DIERENT 7TROXE7 OR DIERENTOLX7 PER7ONAL HURNAL7F

16. ENNED G.< 166)< NEGOCIEREA PERECTA< ED. NA3IONAL< >UCURETIF2-. LUCA P.C. 166< MANAGEMENTUL GENERAL UCURE7TIF

22. MIHULEAC E. 16)2< 7TIIN3A CONDUCERII. METODOLOGIE 7I METODE DE CONDUCEREUCURETIF

2*. MASTENBROE . 16)< CONLICT MANAGEMENT AND ORGANIZATIONDEVELOPMENT < HKON JILE^ g 7ON7F

2. MOLDOVEANU M. DOBRESCU EM. IOAN&FRANC V.2---< INI3IERE 8N MANAGEMENTULAACERILOR MICI I MIHLOCI< ED.E0PERT< >UCURETIF

25. MOGA T. RDULESCU C.V.< 1666< UNDAMENTELE MANAGEMENTULUI< ED.ECONOMIC;< >UCURETIF

2&. MC BRIGE . CLAR N. 1666< 2- 7TEP7 TO >ETTER MANAGEMENT< >>C >OOX7ILAN3UL 7OCIAL8NTREPRINDEREA EDITORIAL POLIGRAIC; 7TIIN3A< CKIIN;U F

-. VERBONCU I.< 1666< GKID METODOLOGIC PENTRU MANAGERI UCURETI.

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A N E 1 E

ANE1A (.

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1 Po#!me e!li!e comeni (,nc+ie "e c!p!cit%+i pem!nentF2 Amoni!e c!p!cit%+i po/i:ilit%+i (iice 'i m!tei!le ? pem!nentF* An!li! !moni%ii #!(ice 9nte col!:o!toi (!:ici 'i /ec+ii "e po",c+ie ? pem!nentF Amoni!e! pl!n,l,i (iic c, cel 4!loic< ! ent!:ili%ii 'i :ene(iciilo pem!nentF

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5 Re!ct,!li!e! pe+,ilo "e c,mp%!e "e l! (!:ici ! /,:/t!n+elo coel!te c, pe+,l "e4$n!e ? pem!nentF& 7it,!+i! e!li%ii in"ic!toilo economico ? (in!nci!i ? pem!nentF Ope!e! notelo "e pe"!e 'i ! po#!melo ilnice "e (!:ic!+ie ilnic 'i "ec!"!lF) Um%ie! pl!n,l,i "e "e4olt!e !l /ociet%+ii< con(om cein+elo ? !n,!lF

6 7it,!+i! 9nc%c%ii pl!n,l,i "e po",c+ie c, comeni ? pem!nentF1- 7it,!+i! tenic% ! "ot%ii ? !n,!lF11 7it,!+i! po/i:ilit%+ii "e poiect!e po",/e noi 'i !/imil!e< col!:o!t c, cont!cte (eme ?

pem!nentF12 >!l!n+! po(it ? celt,ieliF "i!#!m! "e ent!:ili!e ? pem!nentF1* Um%ie! into",ceii l! temen ! noilo po",/e 9n (!:ic!+ie 'i mo"eni%ile !",/e celo"in po",c+i! c,ent% ? pem!nentF1 Um%ie! into",ceii 'i !plic%ii tenolo#iilo "e 4$( 9n c!",l (!:icilo /ec+iiloB "e

po",c+ie ? pem!nentF15 Re!ct,!li!e! t!:lo,l,i "e :o" pent, "iecto,l #ene!l !l /ociet%+ii ? ilnicF1& Coel!e! elementelo peent!te 9n t!:lo,l "e :o" 'i e4i"en+iee! "i/(,nc+iilo pe c!,e ?

ilnicF1 Aplic!e! "eciiilo "iecto,l,i #ene!l pent, eme"iee! "e(icien+elo 'i "i/(,nc+iilo ?ilnicF1) In(om!e! /ci/% ! con",ceii /ociet%+ii c, necoel%ile ilnice /!, cele pe4iion!le 9n4e"ee! !moni%ii /!, elimin%ii pe4enti4e ! lo ? ilnicF16 In(om!e! ilnic% ! (!ctoiilo "e "eciie "in (!:ici /ec+ii 'i /ecto!e pent, !plic!e!ot%$ilo< Comi/iei "e cenoi /!, ! m!n!#e,l,i ? pem!nentF

ANE1A ).

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7,nt n,mi+i 'i /e /,:o"one!% "iecto,l,i #ene!l !i /ociet%+ii comeci!le 'i !, ,m%to!ele!ti:,+ii< e/pon/!:ilit%+i 'i competente ,m%e/c "in p,nct "e 4e"ee tenic !/imil!e! "e po",/e noi c, pe(om!n+e i"ic!teF

mo"eni!e! celo "in (l,=F e=i/ten+! ,n,i "e/i#n ce,t "e pi!+%F

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,m%e/c< pin pe/on!l,l /peci(ic< con/,m,ile pe po",/ "e m!tei!le< ene#ie

celt,ieli F %/p,n"e "e pimie!< 9n/o+ie!< c!!e!< !cti4it!te! "e potocol 'i 4iitele "ele#!+iiloF 9ntocme'te coe/pon"en+! "e potocolF poc,% "oc,mentele "e t!n/pot 9n /t%in%t!te ! "ele#!+iilo /ociet%+ii comeci!le F 9ntocme'te pl!n,l ep!!+iilo pent, imo:ile 'i celol!lte mi@lo!ce (i=e 'i ,m%e'te mo",lc,m /e e=ec,t% F %/p,n"e "e e4i"en+! imo:ilelo 'i o:iectelo "e in4ent! !"mini/t!ti4 #o/po"%e'tiF o#!nie!% 'i %/p,n"e "e c,%+eni! /ociet%+ii comeci!leF /t!:ile'te 'i o:+ine !po:!e! pent, celt,ielile !"mini/t!ti4 ? #o/po"%e'ti l,n!e !le/ociet%+iiF !po4iione!% c, in4ent! #o/po"%e/c 'il con/e4% coe/p,n%toF

%/p,n"e "e colect!e! < "epoit!e! < e4!c,!e! 'i 4!loi(ic!e! "e'e,ilo l! centele "e/peci!lit!teF %/p,n"e "e !po4iion!e! 'i "i/ti:,ie! m!tei!l,l,i !nti"otF !/i#,% !cti4it!te! "e pimie < 9ne#i/t!e < ep!ti!e 'i pe"!e! coe/pon"en+eiF 9ne#i/te!% 'i p%/te!% !ctele nom!ti4e 'i c!/!e! "oc,mentelo ce!te 'i "e+in,te 9n!i4! /ociet%+iiF 9ntocme'te in"ic!to,l temenelo "e p%/t!e ! "oc,mentelo pec,m 'i nomencl!to,l"o/!elo< e#i/telo< con"icilo< (i'elo "e pont!@F !/i#,% !cti4it!te! "e /ecet!i!t ! con",ceiiF %/p,n"e "e con(ec+ion!e! 'i e4i"en+! /i#iliilo 'i 't!mpileloF !/i#,% p%/t!e! e#i/t,l,i ,nic "e contol !l /ociet%+iiF %/p,n"e "e o#!ni!e! !,"ien+elo 'i t!n/p,nee! lo 9n p!ctic%F !/i#,% !cti4it!te! "e in(om!+ii pent, p,:licF o#!nie!% /i %/p,n"e "e p!! #ene!l% ! t,t,o :,n,ilo /ociet%+ii comeci!le /i/teme"e !l!m% < pe/on!l in/t,it "e p!%BF o#!nie!% 'i !/i#,% pimie! < 9ne#i/t!e! < m!nip,l!e! 'i p%/t!e! "oc,mentelo/eceteF p!ticip% l! o#!ni!e! !cti4it%+ii "e !p%!e loc!l% !nti!ei!n%F %/p,n"e "e m%/,ile P7I 'i T7M 9n /ecto,l /%, "e !cti4it!te 'i pe 9nte!#! /ociet!te 9n"omeni,l !"mini/t!ti4#o/po"%e/cF coo"one!% !cti4it!te! "e c,%+enie < #o/po"%ie ! /ociet%+ii 'i potec+ie ! me"i,l,i F

B. Prn$-5:#:# r#:581. T!n/mitee in(om%i !/,p! "e/(%',%ii !cti4it%+ilo 9n "omeni,l< in(om%ii !/,p!incen"iilo< !4!iilo< /,/t!#eiloF Pime'te in"ic!+ii pi4in" o#!ni!e! 'i "e/(%',!e!!cti4it%+ii "e p!% #ene!l% < P7I 'i !p%!e! !nti!ei!n%F2. T!n/mite pop,nei pent, pl!n,l "e "ot%i 'i ep!!+ii pent, imo:ile< in/t!l!+ii< mi@lo!ce(i=e< in"ic!+ii P7I< m!nip,l!e! 'i p%/t!e! "oc,ment!+ieiF Pime'te po#!m,l "e "ot%i 'iep!!+iile c!pit!leF*. T!n/mite pop,nei "e pl!n (in!nci! pi4in" celt,ielile !"mini/t!ti4e #o/po"%e'tion,i pent, m!#!ie "e int!e 'i ie'ie ! "i(eitelo m!tei!le e"ilit! #o/po"%e'ti

peio"icF1* 7it,!+i! e4i"en+ei "oc,mentelo "e l! pompie 'i e4!c,!e! pe/on!l,l,i ? time/ti!lF1 Po#!me pe#%tie ! pe/on!l,l,i "e l! pompiei 'i e4!c,!e! pe/on!l,l,i ? time/ti!lF15 Pl!n coope!e 9n c! "e incen"i, ? pem!nentF1& Pl!n,l :,#et,l,i "e celt,ieli potocol ? pem!nentF1 Doc,mente /peci(ice pent, 4iite 'i potoco!le ? ",p% c!F1) Doc,mente in4ent!iee ",p% c!F16 R!po!te potec+ie ! me"i,l,i ?l,n!F2- In(om%i pol,%i 'i in(e/t%i ? ",p% c!.

ANE1A =.

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7e /,:o"one!% "iecto,l,i #ene!l !l /ociet%+ii comeci!le /i !e ,m%to!ele !ti:,+ii epeint% intee/ele /ociet%+ii comeci!le 9n (!+! in/t!n+ei @,"ec%toe'ti< o#!nelo!:it!@,l,i "e /t!t 'i ! !lto o#!ne "e @,/ti+ie< o#!nelo "e ,m%ie pen!l% /i not!i!tele "e/t!t< pec,m 'i 9n !po!tele c, pe/o!nele @,i"ice 'i c, pe/o!nele (iice< pe :!! "ele#!+iei

"e !,toit!te "!t% "e con",ceeF !+ion!lie!% 'i pe(ec+ione!% /i/temele 'i /,:/itemele in(om!ticeF

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p!ticip% e(ecti4 l! ce!e! /i/tem,l,i in(om!+ion!l inte#!t !l /ociet%+i comeci!leF e!lie!% poiectele 'i ! po",/elo noi c, !@,to,l c!lc,l!to,l,i 'i ! ecip!mentelo/peci!li!teF 9nte+inee ecip!ment "e c!lc,l< ecip!mentele pei(eice 'i !,=ili!eF o#!nie!% m,nc! pe/on!l,l,i "e e=plo!t!e ! ecip!menteloF

col!:oe!% 'i /pi@in% /e4iciile (,nc+ion!le !le (!:icilo< /ec+iilo /i !telieelo :ene(ici!epent, pe#%tie! 'i "e,l!e! in4e/ti+iilo e(eito!e l! c!lc,l!to!e "e poce/ 9n /ec+ii /!,/ecto!e tenice< p!ticip$n" !l%t,i "e !ce'ti!< pe to!t% ",!t! in4e/ti+iiloF el!:oe!% 'i e=ec,t% po#!me "e pe#%tie 'i pe(ec+ion!e< pe#%tiii po(e/ion!le !c!"elo popii "e /peci!lit!teF /t!:ile'te ne4oile "e celt,ieli 9n (,nc+ie "e /olicit%ile e!leF o#!nie!% inten !telieele 'i colecti4ele pe pincipi,l ent!:ilit%+ii m!=imeF !plic% con(om cein+elo nomele c, pi4ie l! tenic! /ec,it%+ii m,nci< pe4enie! 'i/tin#ee! incen"iilo< t,t,o ecip!mentelo 'i !/i#,!e! p%/t%ii ecip!mentelo c! (%c$n"

p!te "in 9nte#,l p!timoni, !l /ociet%+ii comeci!leF !pote!% con",ceii 9n"eplinie! t,t,o l,c%ilo.

ANE1A >.

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E/te /,:o"on!t "iecto,l,i #ene!l !l /ociet%+ii 'i !e ol,l "e ! coo"on! 'i con",ce!cti4it%+ile "e in(om!tic%Ati:,+ii< Competen+e 'i Re/pon/!:ilit%+i ] !n!lie!% /!cinile o(ici,l,i "e c!lc,l 'i peint% con",ceii m%/,ile "e e!li!e ! !ce/to!F

] i! m%/,i pent, i"ic!e! ni4el,l,i "e pe#%tie po(e/ion!l% ! celo "in /,:o"ineF] p!ticip% l! el!:o!e! into concep+ie ,nit!% ! /t,ct,ilo /i/temelo in(om!ticeF

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] i! m%/,i pent, :,n! (,nc+ion!e ! ecip!mentelo "in "ot!eF] p!ticip% pe/on!l l! e!li!e! l,c%ilo "e poiect!eF] (!ce pop,nei "e p!ticip!e l! m!ni(e/t%ile 'tiin+i(iceF] 9n"epline'te oice !lte /!cini /peci(ice< ep!ti!te pe linie ie!ic%F] %/p,n"e "e 9nte!#! o#!ni!e ! cent,l,i o(ici,l,i B "e c!lc,l 'i "e (,ni!e! in timp ,til

! "!telo pel,c!teF] "eci"e "!e! 9n e=plo!t!e! g !plic!+iilo in(om!tice implement!eF] "eci"e popiet%+i "e ,l!e ! !plic!+iilo.

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7.N.C.7.C.7.[7.A.[7.R.L.< c, /e"i,l /oci!l 9n loc!lit!te!Bhhh.< /thhhhhhhh.. n. hhhhh< :lochhh< /c!!hhhhh..*.D!c% 9n temen "ehhhh..ile< oeB "e l! po",cee< e4eniment,le/pecti4e n, 9ncete!%< p%+ile !, "ept,l /%'i noti(ice 9ncet!e! "eplin "ept ! peent,l,i cont!ct (%% c! 4e,n! "inte ele /% petin"%"!,neintee/e

I1. LITIGII ?.(.8n c!,l 9n c!e eol4!e! ne9n+ele#eilo n, e/te po/i:il! pe c!le !mi!:il!< ele 4o (i /,p,/e /pe /ol,+ion!e! in/t!n+elo @,"ec%toe'ti

competente.

1. CLAU'E FINALE

(.(. Mo"i(ic!e! peent,l,i cont!ct /e (!ce n,m!i pin !ct !"i+ion!l9ncei!te 9nte p%+ile cont!ct!nte.

(.).Peent,l cont!ct< 9mpe,n! c, !ne=ele /!le c!e (!c p!te inte#!nte "in c,pin/,l /%,< epeint% 4oin+! p%+ilo 'i 9nl%t,% oice !lt%

9n+ele#ee 4e:!l% "inte !ce/te!< !nteio!% /!, ,lteio!% 9nceieiil,i.

(.*.8n c!,l 9n c!e p%+ile 9'i 9nc!lc% o:li#!+iile lo< nee=ecit!e! "e p!te! c!e /,(e% 4e,n pe@,"ici, ! "ept,l,i "e ! cee e=ec,t!e!

9ntocm!i /!, pin eci4!lent :%ne/c ! o:li#!+iei e/pecti4e n,9n/e!mn% c% e! ! en,n+!t l! !ce/t "ept !l /%,.

(.0.Peent,l cont!ct ! (o/t 9ncei!t int,n n,m% "ehh..e=empl!e

Date post:	03-Jun-2018
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5 Management in Turism

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