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Human Relations : Interpersonal Job-Oriented Skills,9780131956728

Human Relations : Interpersonal Job-Oriented Skills

by
Edition:
9th
ISBN13:

9780131956728

ISBN10:
0131956728
Format:
Paperback
Pub. Date:
1/1/2007
Publisher(s):
Prentice Hall
List Price: $119.20

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Summary

Accomplished author and national speaker, Andrew DuBrin brings his expertise of Human Relations and Business Psychology to this ninth edition. Todayrs"s work environment continues to demand more and more from workers. Balancing work and home,time management,cultural differences among workers,team skills,customer service,job search,career management,andeffective leadership skillsare just some of the area where readers need guidance before entering the workplace. In this book, basic concepts are introduced to enhance understanding of key topics then, skill-building suggestions, exercises, and cases are presented that are crafted to improve the interpersonal skills related to each topic. Skill-building activities and self-assessment exercisesinclude role plays and gives reader hands-on opportunities for developing practical human relations skills. Meets federal skills for Interpersonal Training and provides information and exercises that directly support components of five of the eight requirements. Ensures that readers will be able to use resources, interpersonal skills, information, systems, and technology; and will be proficient in basic skills (e.g., reading, writing, and arithmetic), thinking skills (e.g., thinking creatively), and personal qualities.Ideal for those just entering the workforce or for those who would like to improve their interpersonal skills at the workplace.

Table of Contents

Preface xvii
A Framework for Interpersonal Skill Development
1(15)
Plan of the Book
2(1)
A Model for Improving Interpersonal Skills
3(4)
Goal or Desired State of Affairs
4(1)
Assessing Reality
5(1)
An Action Plan
5(1)
Feedback on Actions
6(1)
Frequent Practice
6(1)
Identification of Developmental Needs
7(2)
Universal Needs for Improving Interpersonal Relations
9(1)
Developing Interpersonal Skills on the Job
10(2)
Informal Learning
10(2)
Specific Developmental Experiences
12(1)
Summary
12(1)
Questions for Discussion and Review
13(1)
Go to the Web
13(1)
An Interpersonal Relations Case Problem: Can Claims Examiner Carrie Be Helped?
14(1)
An Interpersonal Relations Case Problem: How Do You Say No to Girl Scout Cookies?
15(1)
Interpersonal Skills Role-Play: Selling at the Office
15(1)
Understanding Individual Differences
16(22)
Personality
17(7)
Eight Major Personality Factors and Traits
17(3)
The Eight Factors and Traits and Job Performance
20(1)
Cognitive Styles and Personality Types
21(1)
Guidelines for Dealing with Different Personality Types
22(2)
Mental Ability
24(5)
Components of Traditional Intelligence
24(1)
Practical Intelligence
25(2)
Multiple Intelligences
27(1)
Emotional Intelligence
28(1)
Guidelines for Relating to People of Different Levels and Types of Intelligence
28(1)
Values as a Source of Individual Differences
29(5)
How Values Are Learned
30(1)
Clarifying Your Values
31(1)
The Mesh between Individual and Job Values
31(2)
Guidelines for Using Values to Enhance Interpersonal Relations
33(1)
Summary
34(1)
Questions for Discussion and Review
34(1)
Go to the Web
35(1)
An Interpersonal Relations Case Problem: Multiple Intelligences in the Office
35(1)
An Interpersonal Relations Case Problem: ``We've Got to Make Our Numbers''
36(1)
Interpersonal Skills Role-Play: The ``Making the Numbers'' Conundrum
37(1)
Interpersonal Communication
38(22)
Steps in the Communication Process
39(1)
Relationship Building and Interpersonal Communication
40(2)
Nonverbal Communication in Organizations
42(4)
Modes of Transmission of Nonverbal Communication
42(3)
Guidelines for Improving Nonverbal Communication
45(1)
Guidelines for Overcoming Communication Problems and Barriers
46(10)
Understand the Receiver
47(1)
Minimize Defensive Communication
48(1)
Use Multiple Channels
48(1)
Use Verbal and Nonverbal Feedback
48(1)
Display a Positive Attitude
49(1)
Use Persuasive Communication
49(2)
Engage in Active Listening
51(1)
Prepare for Stressful Conversations
51(1)
Engage in Metacommunication
52(1)
Recognize Gender Differences in Communication Style
53(3)
Summary
56(1)
Questions for Discussion and Review
56(1)
Go to the Web
56(1)
An Interpersonal Relations Case Problem: The Scrutinized Team Member Candidate
57(1)
An Interpersonal Relations Case Problem: The Dental Floss Communication Challenge
58(1)
Interpersonal Skills Role-Play: The Dental Hygienist and Dental Patient Role-Play
59(1)
Developing Teamwork Skills
60(21)
Types of Teams
62(3)
Self-Managing Work Teams
62(1)
Gross-Functional Teams
62(2)
Virtual Teams
64(1)
Crews
64(1)
The Advantages and Disadvantages of Teams and Teamwork
65(2)
Advantages of Group Work and Teamwork
65(1)
Disadvantages of Group Work and Teamwork
66(1)
Team Member Roles
67(5)
Guidelines for the Interpersonal Aspects of Team Play
72(3)
Trusting Team Members
72(1)
Displaying a High Level of Cooperation and Collaboration
73(1)
Recognizing the Interests and Achievements of Others
74(1)
Giving Helpful Criticism
74(1)
Sharing the Glory
74(1)
Taking Care Not to Rain on Another Person's Parade
74(1)
Guidelines for the Task Aspects of Team Play
75(2)
Providing Technical Expertise (or Knowledge of the Task)
75(1)
Assuming Responsibility for Problems
75(1)
Seeing the Big Picture
75(1)
Believing in Consensus
76(1)
Focusing on Deadlines
76(1)
Helping Team Members Do Their Jobs Better
76(1)
Being a Good Organizational Citizen
76(1)
Summary
77(1)
Questions for Discussion and Review
78(1)
Go to the Web
78(1)
An Interpersonal Relations Case Problem: Team Building Gone Wild at USPS
79(1)
An Interpersonal Relations Case Problem: Showboat Brent
80(1)
Group Problem Solving and Decision Making
81(20)
Rational versus Political Decision Making in Groups
83(1)
Guidelines for Using General Problem-Solving Groups
83(4)
Working through the Group Problem-Solving Steps
84(2)
Managing Disagreement about Group Decision Making
86(1)
Aiming for Inquiry versus Advocacy in Group Decision Making
86(1)
Guidelines for Brainstorming
87(3)
Guidelines for Electronic Brainstorming
88(1)
Limitations to Spoken Brainstorming
88(2)
The Electronic Brainstorming Procedure
90(1)
Guidelines for the Nominal Group Technique
90(4)
Using Standup Meetings to Facilitate Problem Solving
94(1)
Using E-Mail and Groupware to Facilitate Group Decision Making
95(1)
Using E-Mail to Facilitate Meetings
95(1)
Using Groupware to Facilitate Group Problem Solving
96(1)
Summary
96(1)
Questions for Discussion and Review
97(1)
Go to the Web
98(1)
An Interpersonal Relations Case Problem: Struggling to Make a Decision at BMI
98(1)
An Interpersonal Relations Case Problem: The Great Wiper Blade Mystery
99(2)
Cross-Cultural Relations and Diversity
101(22)
The Diversity Umbrella
102(2)
Understanding Cultural Differences
104(8)
Cultural Sensitivity
104(1)
Cultural Intelligence
105(1)
Respect for All Workers and Cultures
106(1)
Cultural Fluency
106(1)
Dimensions of Differences in Cultural Values
106(3)
Cultural Bloopers
109(3)
Overcoming Cross-Cultural Communication Barriers
112(1)
Business Implications of Understanding Cultural Differences
113(1)
Techniques for Improving Cross-Cultural Relations
114(4)
Cultural Training
114(1)
Cultural Intelligence Training
114(2)
Language Training
116(1)
Diversity Training
117(1)
Summary
118(1)
Questions for Discussion and Review
119(1)
Go to the Web
120(1)
An Interpersonal Relations Case Problem: Ralph Lauren Seeks Racial Harmony
120(2)
Interpersonal Relations Case Problem: The Transgender Pharmacist
122(1)
Resolving Conflicts with Others
123(24)
Sources of Interpersonal Conflict in Organizations
124(6)
Competition for Limited Resources
124(1)
Role Conflict
124(3)
Competing Work and Family Demands
127(1)
Personality Clashes
127(1)
Aggressive Personalities, Including Bullies
128(1)
Incivility and Rudeness
128(2)
Conflict-Management Styles
130(2)
Competitive Style
130(1)
Accommodative Style
130(1)
Sharing Style
131(1)
Collaborative Style
131(1)
Avoidant Style
131(1)
Guidelines and Techniques for Resolving Conflicts
132(7)
Confrontation and Problem Solving
132(1)
Constructive Handling of Criticism
133(2)
Cognitive Restructuring
135(1)
Negotiating and Bargaining
135(4)
Combatting Sexual Harassment: A Special Type of Conflict
139(4)
Types and Frequency of Harassment
139(1)
The Adverse Effects of Sexual Harassment
140(1)
Guidelines for Preventing and Dealing with Sexual Harassment
140(3)
Summary
143(1)
Questions for Discussion and Review
143(1)
Go to the Web
144(1)
An Interpersonal Relations Case Problem: A Concern About Violence
144(1)
An Interpersonal Relations Case Problem: Caught in a Squeeze
145(1)
Interpersonal Skills Role-Play: Conflict Resolution Role-Play
146(1)
Becoming an Effective Leader
147(22)
Key Leadership Traits to Develop
148(8)
Self-Confidence
148(1)
Assertiveness
149(3)
Trustworthiness and Morality
152(1)
Emotional Stability
152(1)
Sense of Humor
153(1)
Self-Awareness and Self-Objectivity
153(1)
Cognitive Skills and Clarity
154(1)
Emotional Intelligence
155(1)
Passion and Enthusiasm
155(1)
Suggestions for Developing Charisma
156(2)
Developing Team Leadership Skills
158(5)
Build a Mission Statement
160(1)
Show Your Team Members That They Are Trusted
161(1)
Establish a Sense of Urgency and High Performance Standards
161(1)
Encourage Team Members to Recognize Each Other's Accomplishments
161(1)
Encourage Honest Criticism
161(1)
Use Team Symbols
162(1)
Use Peer Evaluations
162(1)
Help Team Members See the Big Picture
162(1)
Minimize Formation of In-Groups and Out-Groups
162(1)
Developing Your Leadership Potential
163(2)
Summary
165(1)
Questions for Discussion and Review
166(1)
Go to the Web
167(1)
An Interpersonal Relations Case Problem: Low-Key Mike Hurd gets the Top Spot at HP
167(1)
An Interpersonal Relations Case Problem: Charismatically Challenged Colleen
168(1)
Motivating Others
169(19)
Motivation Skill Based on the Principle of ``What's In It For Me?''
171(1)
Using Positive Reinforcement to Motivate Others
172(4)
Using Recognition to Motivate Others
176(2)
Using Expectancy Theory to Motivate Others
178(6)
Capsule Overview of Expectancy Theory
179(1)
Basic Components of Expectancy Theory
179(1)
How Moods Influence Expectancy Theory
180(2)
Diagnosing Motivation with Expectancy Theory
182(1)
Guidelines for Applying Expectancy Theory
182(2)
Summary
184(1)
Questions for Discussion and Review
185(1)
Go to the Web
185(1)
An Interpersonal Relations Case Problem: Motivating the Kitchen Staff at the Blue Gardenia
185(1)
An Interpersonal Relations Case Problem: Rewards and Recognition at Tel-Service
186(2)
Helping Others Develop and Grow
188(22)
Being a Nurturing, Positive Person
189(2)
Being a Mentor to Coworkers
191(3)
Coaching and Training Others
194(6)
Coaching Skills and Techniques
194(2)
Training Others
196(4)
Helping Difficult People
200(5)
Types of Difficult People
202(1)
Tactics for Dealing with Difficult People
203(2)
Summary
205(1)
Questions for Discussion and Review
206(1)
Go to the Web
207(1)
An Interpersonal Relations Case Problem: The Demanding Protege
207(1)
An Interpersonal Relations Case Problem: The Nightmare in The Logistics Department
208(2)
Positive Political Skills
210(27)
Impression Management and Etiquette
213(8)
Tactics of Impression Management
214(1)
Business Etiquette
215(6)
Building Relationships with Managers and Other Key People
221(5)
Network with Influential People
222(1)
Help Your Manager Succeed
222(1)
Volunteer for Assignments
223(1)
Flatter Influential People
223(1)
Use Information Power
224(1)
Admit Mistakes
224(1)
Appear Cool under Pressure
225(1)
Laugh at Your Manager's Humor
225(1)
Express Constructive Disagreement
225(1)
Building Relationships with Coworkers and Other Work Associates
226(5)
Maintain Honest and Open Relationships
227(1)
Make Others Feel Important
227(2)
Be Diplomatic
229(1)
Exchange Favors
229(1)
Ask for Advice
229(1)
Share Constructive Gossip
229(1)
Minimize Microinequities
230(1)
Follow Group Norms
230(1)
Avoiding Political Blunders
231(2)
Summary
233(1)
Questions for Discussion and Review
233(1)
Go to the Web
234(1)
An Interpersonal Relations Case Problem: What Do My Table Manners Have to Do with the Job?
234(1)
An Interpersonal Relations Case Problem: The Unnoticed Group Member
235(2)
Customer Satisfaction Skills
237(23)
Following the General Principles of Customer Satisfaction
238(9)
Be Satisfied So You Can Provide Better Customer Service
240(1)
Receive Emotional Support from Coworkers to Give Better Customer Service
241(1)
Understand Customer Needs and Put Them First
242(1)
Focus on Solving Problems, Not Just Taking Orders
242(1)
Respond Positively to Moments of Truth
243(1)
Be Ready to Accept Empowerment
243(2)
Enhance Customer Service through Information Technology
245(1)
Avoid Rudeness and Hostility toward Customers
246(1)
Creating A Bond With Your Customer
247(3)
Create a Welcoming Attitude, Including a Smile
248(1)
Provide Exceptional Service
248(1)
Show Care and Concern
248(1)
Make the Buyer Feel Good
249(1)
Build a Personal Relationship
249(1)
Invite the Customer Back
249(1)
Dealing with Customer Dissatisfaction
250(5)
Deal Constructively with Customer Complaints and Anger
252(1)
Involve the Customer in Working Out the Problem
253(1)
Anticipate How to Handle an Unreasonable Request
253(1)
Maintain a Realistic Customer Retention Attitude
254(1)
Customer Service Training at a Luxury Hotel Chain
255(1)
Summary
256(1)
Questions for Discussion and Review
257(1)
Go to the Web
258(1)
An Interpersonal Relations Case Problem: Repeat Business at Whopper Wash
258(1)
An Interpersonal Relations Case Problem: The Troublesome Big Screen
259(1)
Enhancing Ethical Behavior
260(21)
Why be Concerned about Business Ethics?
262(1)
Common Ethical Problems
263(6)
Why Being Ethical Isn't Easy
263(1)
A Survey of the Extent of Ethical Problems
264(1)
Frequent Ethical Dilemmas
264(3)
Choosing between Two Rights: Dealing with Defining Moments
267(2)
Guidelines for Behaving Ethically
269(8)
Developing the Right Character Traits
269(2)
Following a Guide to Ethical Decision Making
271(2)
Developing Strong Relationships with Work Associates
273(2)
Using Corporate Ethics Programs
275(1)
Following an Applicable Professional Code of Conduct
276(1)
Summary
277(1)
Questions for Discussion and Review
277(1)
Go to the Web
278(1)
An Interpersonal Relations Case Problem: ``Help, I'm a Victim of Click Fraud''
278(1)
An Interpersonal Relations Case Problem: The Highly Rated, But Expendable Marsha
279(1)
Interpersonal Skills Role-Play: Confronting the Ethical Deviant
280(1)
Stress Management and Personal Productivity
281(26)
Understanding and Managing Stress
282(9)
Symptoms and Consequences of Stress
282(3)
Personality and Job Factors Contributing to Stress
285(2)
Methods and Techniques for Stress Management
287(4)
Improving Personal Productivity
291(11)
Dealing with Procrastination
291(2)
Enhancing Personal Productivity through Attitudes and Values
293(3)
Enhancing Personal Productivity through work Habits and Skills
296(3)
Overcoming Time Wasters
299(3)
Summary
302(1)
Questions for Discussion and Review
303(1)
Go to the Web
303(1)
An Interpersonal Relations Case Problem: The New Marketing Assistant
304(1)
An Interpersonal Relations Case Problem: Geomania Naps
305(2)
Job Search and Career Management Skills
307(28)
Conducting a Job Search
308(10)
Job-Hunting Tactics
308(4)
The Job Resume and Cover Letter
312(3)
Performing Well in a Job Interview
315(3)
The Vertical and Horizontal Career Paths
318(3)
The Vertical (Traditional) Career Path
318(2)
The Horizontal Career Path
320(1)
Career Advancement Strategies and Tactics
321(8)
Be Passionate about and Proud of Your Work
321(1)
Develop a Code of Professional Ethics
322(1)
Develop a Proactive Personality
322(1)
Keep Growing through Continuous Learning and Self-Development
322(1)
Document Your Accomplishments
323(1)
Project a Professional Image
323(1)
Perceive Yourself as a Provider of Services
324(1)
Apply the High-Performance Pyramid
324(1)
Develop Depth and Breadth
325(1)
Rely on a Network of Successful People
325(1)
Work with a Mentor
326(1)
Find a Good Person-Organization Fit
326(3)
Take Sensible Risks
329(1)
Emphasize Relationships to Combat Being Outsourced
329(1)
Summary
329(2)
Questions for Discussion and Review
331(1)
Go to the Web
331(1)
An Interpersonal Relations Case Problem: Why Isn't My Resume Getting Results?
331(1)
Interpersonal Skills Role-Play: Helping Billy Joe with his Resume
332(1)
An Interpersonal Relations Case Problem: San Deep Wants the Fast Track
333(2)
Glossary 335(4)
References 339(10)
Index 349


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