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Human Relations : Strategies for Success,9780073522319
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Human Relations : Strategies for Success

by
Edition:
3rd
ISBN13:

9780073522319

ISBN10:
0073522317
Format:
Paperback
Pub. Date:
1/9/2006
Publisher(s):
Career Education
List Price: $112.73

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This is the 3rd edition with a publication date of 1/9/2006.
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Summary

What strategies and techniques can we teach our students to encourage their growth in human relations success on and off the job? How can students tap into the power that comes from working well in one-on-one situations, in groups, and in organizations both big and small?Human Relations: Strategies for Success attempts to provide answers to these questions and guidance toward developing human relations skills that transfer from the classroom to the real world of work. The authors' commitment to the creation of a book that is at once interesting to read, motivating to study, and relevant to a wide variety of students has been the driving force behind the book.The text covers time-tested, research-based psychology and management principles, as well as newer theories and philosophies of human relations drawn from management theory, group theory, personality theory, and relationship theory. More than ever, effective human relations skills are crucial to business success as organizations grow and compete in a global business environment. Employees must have the knowledge and skill to adapt to a workplace where change is frequent and inevitable.

Table of Contents

Part One Human Relations and You
1(172)
Human Relations: A Background
2(26)
What Is Human Relations?
4(1)
The Importance of Human Relations Skills
4(2)
Current Challenges in Human Relations
6(2)
A Brief History of Human Relations
8(7)
What Human Relations Is Not
15(1)
Areas of Major Emphasis
16(12)
Strategy 1.1 Develop Mutual Respect
19(1)
Strategy 1.2 Build Your Communication Skills
20(1)
Summary and Review
21(7)
Self-Esteem in Human Relations
28(30)
What Is Self-Esteem?
30(1)
Self-Esteem and Work Performance
31(1)
Types of Self-Esteem
32(1)
Origins of Self-Esteem
32(2)
What Is Self-Concept?
34(3)
Focusing on the Real and Ideal Selves
37(1)
Pleasing Yourself and Pleasing Others
38(20)
Strategy 2.1 Steps Toward Achieving Higher Self-Esteem
39(6)
Strategy 2.2 Steps Toward Combating Low Self-Esteem
45(3)
Summary and Review
48(10)
Self-Awareness and Self-Disclosure
58(30)
Self-Awareness
60(1)
Barriers to Effective Human Relations
60(1)
The Johari Window
61(4)
Self-Disclosure
65(1)
Failure to Self-Disclose
66(3)
Levels of Disclosure
69(4)
Making Assumptions About Other People
73(1)
The Risk Factor
74(14)
Strategy 3.1 Know When to Stop
76(1)
Strategy 3.2 Pay Attention to Differences
77(1)
Strategy 3.3 Facing Fear of Self-Disclosure
78(2)
Summary and Review
80(8)
Attitudes
88(26)
What Is an Attitude?
90(1)
What Makes a Good Attitude?
90(5)
Changing Attitudes
95(1)
Positive Attitudes and Optimal Experiences
96(1)
``Flow'' in Our Everyday Lives
97(2)
Attitudes and Job Satisfaction
99(1)
Positive Attitudes and Managers: Theory X and Theory Y
99(15)
Strategy 4.1 Changing Pessimism to Optimism
103(1)
Strategy 4.2 Building Positive Attitudes
104(2)
Summary and Review
106(8)
Personal and Organizational Values
114(28)
Values Defined
116(1)
Values Versus Attitudes
116(1)
Where Values Come From
116(3)
What Are Your Values?
119(2)
Value Systems
121(2)
The Role of Integrity
123(1)
Values and the Workplace
124(1)
Values Conflicts
125(2)
Values in an International Economy
127(15)
Strategy 5.1 Redefining Your Personal Values: The Rath Test
131(1)
Strategy 5.2 Building a Character Ethic for Integrity
132(2)
Summary and Review
134(8)
Motivation: Increasing Productivity
142(31)
What Is Motivation?
144(1)
General Theories of Motivation
145(3)
Need-Based Theories of Motivation
148(8)
Behavior-Based Theories of Motivation
156(1)
Reinforcement Theory and Behavior Modification
157(2)
Motivation and Self-Esteem
159(14)
Strategy 6.1 Applying McClelland's Theory
161(1)
Strategy 6.2 Changing Your Behavior
162(1)
Summary and Review
163(10)
Part Two Human Relations in Groups
173(134)
Communication and Human Relations
174(30)
Communication and Miscommunication
176(1)
Listening---and How It Can Fail
177(3)
The Timing of Messages
180(2)
Communicating Without Words
182(2)
Functions of Nonverbal Messages
184(4)
Communicating in an Organization
188(2)
International and Intercultural Communication
190(14)
Strategy 7.1 Become a Better Listener
193(1)
Strategy 7.2 Practice High-Context Communication
194(2)
Summary and Review
196(8)
People, Groups, and Their Leaders
204(32)
Why Do People Join Groups?
206(1)
What Makes a Group?
207(1)
Formal Groups and Their Development
208(2)
Status and Conformity in Groups
210(2)
Informal Groups
212(1)
Barriers to Group Effectiveness
213(4)
Leadership: What It Is and What It Requires
217(1)
Leadership Styles
218(18)
Strategy 8.1 Watching for Hidden Agendas
223(1)
Strategy 8.2 Strengthening Your Leadership Power
224(2)
Summary and Review
226(10)
Teams in Quality Organizations
236(34)
Quality Organizations and Work Teams
238(3)
Team Building
241(3)
Decision Making in Teams
244(1)
Organizational Climate: The Weather of the Workplace
245(2)
Corporate Culture: Shared Values
247(2)
Types of Corporate Culture
249(2)
The ``New'' Corporate Culture: The Importance of Self-Esteem
251(1)
The Importance of Fairness
252(18)
Strategy 9.1 Building a Successful Team
256(1)
Strategy 9.2 Changing Your Workplace Climate
257(1)
Strategy 9.3 Creating Fairness in the Workplace
258(2)
Summary and Review
260(10)
Transactions and Relationships
270(37)
Transactional Analysis
272(1)
Transactional Analysis as a Whole System
273(1)
Three People Types: Child, Parent, and Adult
274(3)
Transaction Types
277(8)
Scripts
285(2)
Life Positions
287(3)
Strokes and Stroking
290(1)
Games People Play
291(3)
Assertiveness Versus Aggressiveness
294(13)
Strategy 10.1 Stopping Games Before They Start
295(2)
Summary and Review
297(10)
Part Three Building Your Human Relations Skills
307(166)
Individual and Organizational Change
308(32)
Change as a Fact of Life
310(1)
The Seven Major Life Changes
310(2)
The Seven Stages of Personal Change
312(5)
Models of Organizational Change
317(5)
Why Employees Resist Change
322(3)
The Japanese Approach
325(2)
Organizational Development
327(13)
Strategy 11.1 Managing Personal Change in the Workplace
328(1)
Strategy 11.2 Breaking Down the Resistance to Change in Your Organization
329(1)
Summary and Review
330(10)
Creativity and Human Relations
340(34)
The Creativity Connection
342(1)
What Is Creativity?
342(2)
Perception and Creativity
344(4)
Creativity and Intelligence---or Creative Intelligence
348(4)
Creativity in the Workplace
352(2)
Creative Methods for Groups
354(20)
Strategy 12.1 The Creative Process: Hatching a New Idea
358(1)
Strategy 12.2 Increase Your Creativity
358(7)
Summary and Review
365(9)
Conflict Management
374(32)
Types of Conflict
376(1)
Sources of Conflict
377(5)
Conflict Analysis
382(1)
Potential Solutions
383(1)
Styles of Conflict Management
384(4)
Dealing with Special Conflict Cases
388(1)
Low Conformers
388(18)
Strategy 13.1 Negotiate Win-Win Solutions
394(2)
Strategy 13.2 Making Collaboration Work
396(1)
Strategy 13.3 Stop Conflicts Before They Start
397(1)
Summary and Review
398(8)
Stress and Stress Management
406(36)
Causes of Stress
408(8)
Type A and Type B Personality Behavior
416(2)
The Physical Effects of Stress
418(4)
The Cost of Stress in the Workplace
422(20)
Strategy 14.1 Discard Irrational Beliefs
425(1)
Strategy 14.2 Change Your Personality
426(2)
Strategy 14.3 Take Care of Yourself
428(3)
Summary and Review
431(11)
Winning and Keeping Your Customers
442(31)
What Do Customers Really Want?
444(1)
Customer Service: A Definition
445(1)
The Two Simplest Principles of Customer Service
445(3)
Issues in Customer Service
448(5)
Handling the Difficult Customer
453(2)
Going the Extra Mile
455(1)
Using Strong Ethics
456(1)
Who Is Running the Business?
456(17)
Strategy 15.1 Establish a Bond With the Customer
458(1)
Strategy 15.2 Support the Customer's Self-Esteem
459(1)
Strategy 15.3 Handling the Difficult Customer Professionally
460(3)
Summary and Review
463(10)
Part Four Thriving in a Changing World
473(144)
Human Relations in a World of Diversity
474(38)
A Diverse Society
476(3)
Prejudiced Attitudes
479(1)
Origins of Prejudice
480(4)
Types of Discrimination
484(5)
Targets of Discrimination
489(5)
Sexual Harassment
494(3)
Prejudice, Discrimination, and Self-Esteem
497(1)
Looking Ahead
498(14)
Strategy 16.1 Assess Your Knowledge
499(2)
Strategy 16.2 Reducing Sexual Harassment
501(1)
Summary and Review
502(10)
Business Ethics and Social Responsibility
512(32)
What Is Ethics?
514(3)
Codes of Ethics
517(4)
Rationalizing Unethical Behavior
521(1)
Ethics in Context
522(1)
The Influence of Group Goals
523(1)
Global Ethics Issues
524(3)
Social Responsibility
527(2)
Blowing the Whistle
529(15)
Strategy 17.1 Making Ethical Decisions: A Quick Ethics Test from Texas Instruments
533(1)
Strategy 17.2 Becoming Culturally Aware of Ethical Conduct
534(1)
Summary and Review
535(9)
Maintaining Workplace Health
544(38)
Defining Personal Problems
546(1)
Employee Assistance Programs (EAPs)
547(2)
Substance Abuse: Alcohol and Drugs
549(9)
The Effects of Substance Abuse in the Workplace
558(1)
Responses to Substance Abuse
559(1)
Substance Abuse Management Policies
560(2)
Marital, Family, and Other Personal Problems
562(2)
Financial Problems
564(2)
Medical Disorders That Affect Mental Health
566(4)
AIDS and HIV in the Workplace
570(12)
Strategy 18.1 Look for Warning Signs
571(1)
Strategy 18.2 Know When to Intervene
572(1)
Summary and Review
572(10)
Human Relations and Your Future Success
582(35)
Human Relations in Your Future
584(4)
Self-Motivation, Self-Direction, and Success
588(1)
Fear: The Enemy of Success
589(1)
Positive Psychology
590(2)
Finding Your Niche
592(1)
Prepare for a Career Choice
592(3)
Prepare Your Application Materials
595(4)
Prepare for the Job Interview
599(1)
After the Interview
600(17)
Strategy 19.1 Practice a Job Interview
602(1)
Strategy 19.2 Make an Inventory of Your Skills
603(2)
Strategy 19.3 Move Toward a Happier Life
605(12)
Glossary 617(13)
Photo Credits 630(2)
Index 632


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