Question

Curtis is the manager of a footwear store. He carefully chooses his staff members and recruits employees who are attentive, friendly, and articulate. He trains his subordinates to treat customers with respect and courtesy. This scenario illustrates that Curtis uses _____.

A) concertive control
B) objective control
C) bureaucratic control
D) normative control

Answer 1

D) normative control

Step-by-step explanation:

Normative control is a type of control that is centered on controlling the behavior of individuals by eliciting certain desirable behaviors rather than using a formal rule or policy. Normative control uses the experiences, dispositions, and thoughts of individuals in establishing the standards that is deemed acceptable.

From the illustration given in the question, Curtis uses normative control, as his preference and recruitment of staff is based on certain behaviors and values they possess, which he uses to establish standards he expects them to portray towards customers while on the job. People who are attentive, friendly, and articulate would most likely be easy to train in relating with customers well, as they would naturally not find it difficult to treat customers with respect and courtesy. This form of control is beyond just using writing policy.