Human Relations : Strategies for Success

by LAMBERTON

• ISBN13: 9780073522319
• ISBN10: 0073522317
• Edition: 3rd
• Format: Paperback
• Copyright: 2006-01-09
• Publisher: Career Education

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