Several webster groves police officers called in sick—one after the other. as the dispatcher tookthe calls, she thought there could be more to this story than she was hearing. in fact, she thought it might be related to the discussion she heard in the break room last night. several officers were leaving their shifts and were not happy with the recent changes in scheduling, the excessive overtime hours, and management's reluctance to begin negotiations on a new benefits package. she even heard one officer saying, "it's time for a mental health day! " although it is illegal for police to strike, what the police dispatcher was witnessing may have been

a grievance.
a shutterbug.
a lockout.
the blue flu.

You work as the sales manager for a company that sells office supplies to businesses of all sizes. because the profit margins are razor-thin, you need to ensure that you are getting the very best prices on paper, pencils, pens, post-it notes, and other office supplies from the manufacturers. when reviewing the quarterly profit statement, you realize that your costs are higher than they should be, and you trace the higher costs back to an employee who has been lax about getting competitive bids to ensure the lowest prices. when you conduct your research to determine the reason for the higher costs, and take action to bring those costs back down, in which of the key management processes are you taking part?