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9780072881394

Interpersonal Skills in Organizations

by ; ;
  • ISBN13:

    9780072881394

  • ISBN10:

    0072881399

  • Edition: 2nd
  • Format: Paperback
  • Copyright: 2005-01-21
  • Publisher: McGraw-Hill/Irwin
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List Price: $110.45

Summary

Interpersonal Skills in Organizations, 2nd Edition, by deJanasz, Dowd, and Schneider takes a fresh, thoughtful look at the key skills necessary for personnel and managerial success in organizations today. Chock-full of exercises, cases and group activities, the book employs an experiential approach suitable for all student audiences. The book is broken up into 4 distinct sections (Understanding Yourself, Understanding Others, Understanding Teams, and Leading) that can be used collectively or modularly depending on the instructor's preference and student-audience need.

Table of Contents

Preface xi
Acknowledgment xiii
Unit 1 Intrapersonal Effectiveness: Understanding Yourself
Journey into Self-awareness
4(22)
What Is Self-awareness?
5(1)
Benefits of Self-awareness
5(1)
How to Gain Self-awareness
6(8)
Self-analysis
6(1)
Behavior
7(1)
Personality
8(1)
Attitudes
9(1)
Perceptions
10(2)
Attribution Theory
12(1)
Others' Perceptions
13(1)
Self-disclosure
13(1)
Diverse Experience
13(1)
Summary
14(1)
Key Terms and Concepts
14(1)
Endnotes
14(1)
Exercise 1--A: The Big Five Locator Questionnaire
15(5)
Exercise 1--B: Self-monitoring Questionnaire
20(1)
Exercise 1--C: The Social Mirror
21(1)
Exercise 1--D: Selective Perception
22(1)
Exercise 1--E: Journal Writing
23(1)
Exercise 1--F: Expanding Self-awareness
24(1)
Exercise 1--G: Reflection/Action Plan
25(1)
Self-disclosure and Trust
26(21)
What Is Self-disclosure?
27(5)
Benefits of Self-disclosure
28(1)
Fears Associated with Self-disclosure
29(1)
The Role of Self-disclosure in Increasing Self-awareness
30(2)
What Is Trust?
32(3)
The Role of Trust in Organizations
33(1)
Organizational Trust-builders
34(1)
A Note of Caution
35(1)
Summary
35(1)
Key Terms and Concepts
35(1)
Endnotes
35(2)
Exercise 2--A: People Hunt
37(1)
Exercise 2--B: Icebreakers
38(1)
Exercise 2--C: Fishbowl
39(1)
Exercise 2--D: Johari Window Questionnaire
39(3)
Exercise 2--E: Circle of Friends
42(2)
Exercise 2--F: Trust-building Activities
44(1)
Exercise 2--G: Ideal Cards: A Self-disclosure Activity
44(1)
Exercise 2--H: Disclosure and Trust in Action
45(1)
Exercise 2--I: Reflection/Action Plan
46(1)
Establishing Goals by Identifying Values and Ethics
47(21)
What Is Goal Setting?
48(5)
Why Is Goal Setting Important?
48(1)
Key Behaviors for Effective Goal Setting
49(1)
Clarifying Values
49(1)
Writing Effective Goals
50(2)
Goal-setting Strategies
52(1)
The Impact of Ethics
53(2)
What Are Ethics?
53(1)
Ethical Dilemmas
53(1)
Factors Influencing Ethics
54(1)
Individual Ethics
54(1)
Organizational Ethics
55(1)
Ethical Decision Making
55(3)
Benefits of Ethical Decision Making
55(1)
Ethics-enhancing Tools
56(2)
Summary
58(1)
Key Terms and Concepts
58(1)
Endnotes
58(2)
Exercise 3--A: Values Inventory
60(1)
Exercise 3--B: ``This Is Your Life''---A Personal Goal-setting Exercise
61(1)
Exercise 3--C: Your Personal Mission Statement
62(1)
Exercise 3--D: Personal Goal Setting
63(1)
Exercise 3--E: Ethical Stance
64(1)
Exercise 3--F: The Gold Watch
65(1)
Exercise 3--G: Evaluating Goals and Ethics
66(1)
Exercise 3--H: Reflection/Action Plan
67(1)
Self-management
68(22)
What Are Time and Stress Management and Why Are They Important?
69(1)
Time Management
69(1)
Stress Management
69(1)
Why Is Management of Our Time and Our Response to Stress Important?
70(1)
Strategies for Time and Stress Management
70(3)
Time Management Strategies
70(3)
Stress Management Issues
73(1)
Types of Stress
73(4)
Responses to Stress
74(1)
Organizational Responses to Stress
74(1)
How to Manage Stress
75(2)
Overcoming Fear of Failure
77(1)
The Role of Emotional Intelligence
78(2)
Emotional Intelligence and Workplace Performance
79(1)
Summary
80(1)
Key Terms and Concepts
80(1)
Endnotes
80(2)
Exercise 4--A: Personal Time Management
82(2)
Exercise 4--B: Life Stress Test
84(1)
Exercise 4--C: Emotional Intelligence Test
85(2)
Exercise 4--D: Reflection/Action Plan
87(3)
Unit 2 Interpersonal Effectiveness: Understanding and Working with Others
Understanding and Working with Diverse Others
90(22)
What Is Diversity?
91(2)
Barriers to Accepting Diversity
93(1)
How to Gain Awareness
94(1)
Reducing Your Prejudices and Use of Stereotypes
94(1)
Minimizing Miscommunication with Diverse Others
95(1)
Building Relationships with Diverse Others
95(1)
Gender Differences
95(2)
Cross-cultural Diversity
97(2)
Semantics and Connotations
97(1)
Social Conventions
98(1)
Nonverbal Communication
98(1)
Dimensions of Cross-cultural Differences
98(1)
Strategies for Addressing Cross-cultural Issues
99(1)
Affirmative Action and Diversity
100(1)
The Imperative for Diversity
101(2)
Summary
103(1)
Key Terms and Concepts
103(1)
Endnotes
103(2)
Exercise 5--A: Personal Stereotypes
105(1)
Exercise 5--B: Personal Biases and Stereotypes in Employee Recruitment
106(1)
Exercise 5--C: Cross-cultural Communication Simulation
106(2)
Exercise 5--D: Diversity Squares
108(1)
Exercise 5--E: Gender Stereotypes
109(1)
Exercise 5--F: Diversity Awareness
110(1)
Exercise 5--G: Reflection/Action Plan
111(1)
The Importance and Skill of Listening
112(15)
What Is Listening?
113(1)
The Importance of Active Listening
114(1)
Active Listening and Organizations
115(1)
Barriers to Effective Listening
115(2)
Characteristics of Active Listening
117(1)
Nonverbal Communication
118(2)
Summary
120(1)
Key Terms and Concepts
120(1)
Endnotes
120(1)
Exercise 6--A: Listening via the Rumor Mill
121(1)
Exercise 6--B: Active Listening
121(2)
Exercise 6--C: Tools of Active Listening
123(2)
Exercise 6--D: Improving Nonverbal Observation Skills
125(1)
Exercise 6--E: Nonverbal Role-Play
125(1)
Exercise 6--F: Reflection/Action Plan
126(1)
Conveying Verbal Messages
127(18)
What Is Communication?
128(6)
The Communication Channel
128(1)
Effective Media Selection
129(2)
Information Richness and Media Selection
131(1)
Barriers to Communication
131(1)
Information Overload
131(1)
Trust and Credibility
132(1)
Time
132(1)
Filtering
133(1)
Emotions
133(1)
Message Congruency
133(1)
Assertive Communication
134(2)
How to Communicate Assertively
134(1)
Taking Responsibility and ``I'' Messages
135(1)
Sending Messages Effectively
136(1)
Summary
136(1)
Key Terms and Concepts
137(1)
Endnotes
137(1)
Exercise 7--A: Completing the Channel---Two-way Communication
138(1)
Exercise 7--B: The Assertion Inventory
139(2)
Exercise 7--C: Communication Styles
141(2)
Exercise 7--D: Taking Responsibility
143(1)
Exercise 7--E: Reflection/Action Plan
144(1)
Persuading Individuals and Audiences
145(17)
What Is Persuasion?
146(1)
Why Persuasion Is Important
147(1)
Overview of Theories of Persuasion
147(3)
Strategies for Effective Persuasion
150(1)
A Word of Caution
150(1)
Making Effective Presentations
151(2)
Summary
153(1)
Key Terms and Concepts
154(1)
Endnotes
154(1)
Exercise 8--A: Debate Persuasions
155(1)
Exercise 8--B: Deserted Isle
156(1)
Exercise 8--C: ``I Deserve a Raise'' Role-Play
156(1)
Exercise 8--D: Back to the Future
157(1)
Exercise 8--E: Applying the ACE Theory
157(1)
Exercise 8--F: Reflection/Action Plan
158(4)
Unit 3 Understanding and Working in Teams
Negotiation
162(21)
What Is Negotiation and Why Is It Important?
163(1)
Why Do We Negotiate?
163(1)
Benefits of Honing Negotiation Skills
164(1)
Integrative and Distributive Bargaining Strategies
164(2)
Five Stages of Negotiating
166(3)
Strategies for Negotiating Effectively
169(1)
Scripting
169(5)
Framing
170(1)
Managing
171(2)
Additional Tips for Effective Negotiating
173(1)
Special Situations in Negotiations
174(1)
Third-Party Negotiations
174(3)
Global Negotiations
175(1)
Summary
176(1)
Key Terms and Concepts
177(1)
Endnotes
177(1)
Exercise 9--A: Negotiation Role-Play
178(1)
Exercise 9--B: Negotiation Scripts
179(1)
Exercise 9--C: Negotiating a Home Purchase
179(1)
Exercise 9--D: Negotiating a Raise
180(1)
Exercise 9--E: Rolling Hill Turkey Company
181(1)
Exercise 9--F: Reflection/Action Plan
182(1)
Building Teams and Work Groups
183(17)
What Is Teamwork?
184(3)
Why Teams?
185(2)
Potential Limitations of Teams
187(1)
Types of Teams
187(5)
Team Developmental Stages
189(1)
Stage One---Forming
189(1)
Stage Two---Storming
189(1)
Stage Three---Norming
189(1)
Stage Four---Performing
190(1)
Stage Five---Adjourning
190(1)
Characteristics of High-Performance Teams
191(1)
Tips for Effective Teams
192(1)
Why Teams Fail
193(2)
Summary
195(1)
Key Terms and Concepts
195(1)
Endnotes
195(2)
Exercise 10--A: Bridge Building
197(1)
Exercise 10--B: The Story: A Team Exercise
197(1)
Exercise 10--C: Case Study on Gaining Appropriate Membership on Teams
198(1)
Exercise 10--D: The Case of the Take-Charge Team Leader
199(1)
Exercise 10--E: Reflection/Action Plan
199(1)
Managing Conflict
200(16)
What Is Conflict?
202(1)
Why Is Conflict Management Important?
203(1)
Sources of Interpersonal Conflict
204(2)
Limited Resources
204(1)
Differences in Goals/Objectives
204(1)
Miscommunication
205(1)
Differing Attitudes, Values, and Perceptions
205(1)
Style Differences
205(1)
Conflict Management Strategies
206(3)
Conflict Prevention Techniques
209(2)
Summary
211(1)
Key Terms and Concepts
212(1)
Endnotes
212(1)
Exercise 11--A: Conflict Case Study
213(1)
Exercise 11--B: Conflict Role-Plays
213(1)
Exercise 11--C: Conflict Assessment
214(1)
Exercise 11--D: Humpty Dumpty's Spaceship Challenge
214(1)
Exercise 11--E: Reflection/Action Plan
215(1)
Achieving Business Results through Effective Meetings
216(15)
The Importance and Benefits of Meetings
217(1)
Problems with Meetings
218(1)
Strategies for Effective Meetings
219(8)
Before the Meeting
219(1)
Clarify the Purpose of the Meeting
219(1)
Decide Who Should Participate in the Meeting
220(1)
Develop a Plan for the Meeting
221(1)
During the Meeting
222(1)
Pay Attention to Process
222(3)
After the Meeting and between Meetings
225(2)
Summary
227(1)
Key Terms and Concepts
227(1)
Endnotes
227(2)
Exercise 12--A: Committee Meeting
229(1)
Exercise 12--B: Plan and Have a Meeting
230(1)
Exercise 12--C: Reflection/Action Plan
230(1)
Facilitating Team Success
231(15)
What Is Facilitation?
232(1)
Why Is Facilitation Important?
232(1)
What Facilitators Do
232(1)
Facilitation Skills and Behaviors
233(1)
Key Facilitation Strategies
234(1)
Key Facilitative Interventions
235(2)
Facilitation Tips
237(1)
Identifying and Dealing with ``Problem People''
237(1)
Some Barriers or Limitations to Facilitation
238(1)
Summary
239(1)
Key Terms and Concepts
239(1)
Endnotes
240(1)
Exercise 13--A: Case Study: Dealing with Team Conflict
240(1)
Exercise 13--B: Video Case: Twelve Angry Men
241(1)
Exercise 13--C: Alternative Exercise for Twelve Angry Men
242(1)
Exercise 13--D: Facilitation Assessment
243(1)
Exercise 13--E: Observing Group Process
243(2)
Exercise 13--F: Building Facilitation Skills
245(1)
Exercise 13--G: Reflection/Action Plan
245(1)
Making Decisions and Solving Problems Creatively
246(22)
What Is Decision Making?
247(3)
Why Is Decision Making Important?
247(1)
The Decision-Making Process
247(1)
Step One---Identify the Core Issues
248(1)
Step Two---Determine a Decision-Making Approach
248(1)
Step Three---Generate Options
248(1)
Step Four---Research Options
248(1)
Step Five---Evaluate Alternatives
248(1)
Step Six---Reach a Decision
249(1)
Step Seven---Implement and Monitor
249(1)
What Kind of Decision Maker Are You?
249(1)
Collaborative Decision Making
250(1)
What Is Problem Solving?
250(1)
Why Is Problem Solving Important?
251(1)
Problem-Solving Techniques
251(2)
Brainstorming
251(1)
Using Affinitizing to Synthesize Brainstormed Ideas
252(1)
Building Consensus through Multivoting
253(1)
What Is Creativity and Why Is It Important?
253(4)
Strategies for Increasing Creativity in Problem Solving
254(1)
Some Methods for Generating Novel Ideas
254(1)
Management's Role in Supporting and Stimulating Creativity
255(2)
Strategies for Increasing Individual Creativity
257(1)
Summary
257(1)
Key Terms and Concepts
258(1)
Endnotes
258(1)
Exercise 14--A: Decision-Making Matrix
259(1)
Exercise 14--B: Weighted Average Decision Making
260(1)
Exercise 14--C: Brainstorming---A Warmup
261(1)
Exercise 14--D: Binge Drinking Problem Solving
262(1)
Exercise 14--E: The Lawn: A Problem-Solving Exercise
262(1)
Exercise 14--F: Developing a New Team Sport
262(1)
Exercise 14--G: Creative Groups
263(1)
Exercise 14--H: Solving ``Real'' Problems
264(1)
Exercise 14--I: Reflection/Action Plan
265(3)
Unit 4 Leading Individuals and Groups
Power and Politicking
268(15)
What Is Power and Why Is It Important?
269(2)
Position or Formal Power
269(1)
Person or Informal Power
270(1)
What Is Politicking and Why Is It Important?
271(5)
Engaging in Politics: Considerations
271(1)
Analyzing Yourself
271(1)
Reading Others
272(1)
Assessing the Organization
272(1)
Choosing Wisely
273(1)
Managing Impressions
274(1)
Managing Information
275(1)
Ethical Issues in Politicking
276(1)
Keeping Organizational Politics in Check
276(1)
Summary
277(1)
Key Terms and Concepts
277(1)
Endnotes
277(1)
Exercise 15--A: Assessing Your Views of Power
278(2)
Exercise 15--B: Power and Its Consequences
280(1)
Exercise 15--C: Recognizing Effective and Ineffective Political Behavior
280(1)
Exercise 15--D: Politicking---Elevator Role-Play
281(1)
Exercise 15--E: ``Powers'' of Observation
282(1)
Exercise 15--F: Reflection/Action Plan
282(1)
Networking and Mentoring
283(24)
What Is Networking?
285(1)
The Importance and Uses of Networking
285(3)
Networking within an Organization
285(1)
Networking to Find a Job or Change Careers
286(1)
Other Uses of Networking
287(1)
Developing an Appropriate Mindset for Networking
288(1)
Barriers to Networking
289(1)
Strategies for Building an Effective Network
289(2)
Before, during, and after a Networking Meeting
291(1)
What Is Mentoring?
292(2)
The Importance of Mentoring
292(1)
Benefits of Mentoring
293(1)
Qualities of an Effective Mentor
294(1)
Types of Mentoring Relationships
294(4)
Four Stages of Mentoring Relationships
295(1)
Limitations of Mentoring
296(2)
Summary
298(1)
Key Terms and Concepts
298(1)
Endnotes
298(3)
Exercise 16--A: Your Personal Network
301(1)
Exercise 16--B: Networking Scenarios
302(1)
Exercise 16--C: It's a Small World
303(1)
Exercise 16--D: The 30-Second Commercial
303(1)
Exercise 16--E: It's Not What You Know . . . It's Who You Know: A Hands-on Networking Exercise
304(1)
Exercise 16--F: Online Mentoring
304(1)
Exercise 16--G: On Becoming a Master Mentor . . .
305(1)
Exercise 16--H: Reflection/Action Plan
306(1)
Coaching and Providing Feedback for Improved Performance
307(32)
What Is Coaching?
308(3)
The Importance and Benefits of Coaching
309(1)
Skills and Characteristics of Effective Coaches
310(1)
Effective Coaching Behaviors
311(1)
Counseling
312(2)
Helping Others Set Goals
313(1)
What Is Feedback?
314(1)
Why Giving Job Feedback Is So Important . . . in Organizations
315(1)
Why Feedback Is Important . . . for Individuals
315(1)
Sources of Feedback
316(1)
Characteristics of Effective Feedback
316(2)
Challenges in Providing Feedback
318(1)
Tips for Preparing and Leading a Feedback Session
319(1)
Tips for Receiving Feedback
320(1)
Asking for Feedback
321(1)
Summary
321(1)
Key Terms and Concepts
322(1)
Endnotes
322(2)
Exercise 17--A: Coaching Clinic
324(1)
Exercise 17--B: I Need a Coach
325(1)
Exercise 17--C: Everyone's a Coach
325(1)
Exercise 17--D: Helping Others Set Goals---Modeling Exercise
326(2)
Exercise 17--E: Giving Positive Feedback
328(1)
Exercise 17--F: Peer Feedback
328(7)
Exercise 17--G: Practicing Giving Performance Feedback
335(1)
Exercise 17--H: Giving Feedback: A Reflection Worksheet
336(1)
Exercise 17--I: Giving Self-feedback
337(1)
Exercise 17--J: Reflection/Action Plan
338(1)
Leading and Empowering Self and Others
339(25)
What Is Leadership?
340(3)
Characteristics of Effective Leaders
341(1)
Self-leadership
342(1)
What Is Empowerment?
343(7)
Why Is Empowerment Important?
343(2)
Benefits of Empowerment
345(1)
Disadvantages or Costs of Empowerment
346(1)
To Empower or Not to Empower?
347(1)
Implementing Empowerment
348(2)
Self-empowerment
350(1)
Empowerment through Effective Delegation
351(3)
Benefits of Delegation
352(1)
Challenges in Delegating
352(1)
Activities Included in Delegation
352(1)
A Process for Effective Delegation
353(1)
Summary
354(1)
Key Terms and Concepts
354(1)
Endnotes
354(3)
Exercise 18--A: Do You Know an Effective Leader?
357(2)
Exercise 18--B: What Is Your Self-leadership Quotient (SLQ)?
358(1)
Exercise 18--C: It's Plane to Me
359(1)
Exercise 18--D: Case Study: ``Am I the Manager?''
359(1)
Exercise 18--E: Empowerment In-Basket Simulation and Self-assessment
360(1)
Exercise 18--F: Delegating Tasks
361(1)
Exercise 18--G: In Their Own Words . . .
362(1)
Exercise 18--H: Reflection/Action Plan
363(1)
Project Management
364(21)
What Is Project Management?
365(1)
Why Project Management?
365(1)
Benefits of Project Management
366(11)
Eight Steps to Managing Projects
368(1)
Step One---Define Project Objectives and Scope
368(1)
Step Two---Determine Project Participants and Stakeholders
369(1)
Step Three---Develop a Time Line or Work Plan
370(2)
Step Four---Establish Checkpoints and Control Mechanisms
372(1)
Step Five---Identify and Obtain Necessary Resources
372(1)
Step Six---Determine How Project Results Will Be Measured
373(1)
Step Seven---Set Up an Ongoing Communication System
373(1)
Step Eight---Debrief and Evaluate the Process and Results at Project End
374(1)
Project Management Tools
374(3)
Summary
377(1)
Key Terms and Concepts
377(1)
Endnotes
377(2)
Exercise 19--A: Team Project Worksheet
379(2)
Exercise 19--B: Individual Day Planner Update
381(1)
Exercise 19--C: Personal Project Time Line
381(1)
Exercise 19--D: R & D Project Planning
382(1)
Exercise 19--E: Product Recall
383(1)
Exercise 19--F: Tools of Project Management
383(1)
Exercise 19--G: Reflection/Action Plan
384(1)
Index 385

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