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Contents
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Preface
Features
Chapter 1
What Is Human Relations?
1.1 Why Study Human Relations?
LEARNING OBJECTIVES
Why Human Relations?
Evolution of Human Relations Study
Human Relations, Technology, and Globalization
KEY TAKEAWAYS
EXERCISES
1.2 Human Relations: Personality and Attitude Effects
LEARNING OBJECTIVES
What Determines Our Personality?
Examples of Values
What about Our Attitudes?
Changing Your Attitude
Self-Assessment: What’s My Attitude?
Why Human Relations?
KEY TAKEAWAYS
EXERCISES
1.3 Human Relations: Perception’s Effect
LEARNING OBJECTIVE
Why Does Perception Matter to Human Relations?
What Influences Our Perception?
KEY TAKEAWAYS
EXERCISES
1.4 Human Relations: Self-Esteem and Self-Confidence Effects
LEARNING OBJECTIVES
What Is Self-Esteem, Self-Image, and Projection?
Improving Self-Confidence
KEY TAKEAWAYS
EXERCISES
1.5 Summary and Exercise
CHAPTER SUMMARY
CHAPTER EXERCISE
Chapter 2
Achieve Personal Success
2.1 Emotional Intelligence
LEARNING OBJECTIVE
KEY TAKEAWAYS
EXERCISES
2.2 Goal Setting
LEARNING OBJECTIVES
Goal Setting
Why Human Relations?
Time Management
Dealing with Change
KEY TAKEAWAYS
EXERCISES
2.3 Continuous Learning
LEARNING OBJECTIVE
Continual Learning
KEY TAKEAWAYS
EXERCISE
2.4 Chapter Summary and Case
CHAPTER SUMMARY
CHAPTER CASE
Chapter 3
Manage Your Stress
3.1 Types of Stress
LEARNING OBJECTIVE
KEY TAKEAWAYS
EXERCISES
3.2 Symptoms of Stress
LEARNING OBJECTIVES
Why Human Relations?
KEY TAKEAWAYS
EXERCISE
3.3 Sources of Stress
LEARNING OBJECTIVE
Work Stress
Personal Stress
Stress Quiz: How Stressed Are You? [9]
KEY TAKEAWAYS
EXERCISES
3.4 Reducing Stress
LEARNING OBJECTIVE
KEY TAKEAWAYS
EXERCISE
3.5 Chapter Summary and Case
CHAPTER SUMMARY
CHAPTER CASE
Chapter 4
Communicate Effectively
4.1 Verbal and Written Communication Strategies
LEARNING OBJECTIVES
Communication Directions
Communication Styles
Listening
Written Communication
KEY TAKEAWAYS
EXERCISES
4.2 Principles of Nonverbal Communication
LEARNING OBJECTIVES
Nonverbal Communication Is Fluid
Nonverbal Communication Is Fast
Nonverbal Communication Can Add to or Replace Verbal Communication
Nonverbal Communication Is Universal
Nonverbal Communication Is Confusing and Contextual
Nonverbal Communication Can Be Intentional or Unintentional
Nonverbal Messages Communicate Feelings and Attitudes
We Believe Nonverbal Communication More than Verbal
KEY TAKEAWAYS
EXERCISES
4.3 Nonverbal Communication Strategies
LEARNING OBJECTIVE
Space
Time
Physical Characteristics
Body Movements
Touch
Paralanguage
Artifacts
Why Human Relations?
Environment
KEY TAKEAWAY
EXERCISES
4.4 Public Speaking Strategies
LEARNING OBJECTIVE
Positions on the Stage
Gestures
Facial Gestures
KEY TAKEAWAY
EXERCISES
4.5 Chapter Summary and Case
CHAPTER SUMMARY
CHAPTER CASE
Chapter 5
Be Ethical at Work
5.1 An Ethics Framework
LEARNING OBJECTIVES
What Is Ethics?
Levels of Ethics: An Organizational Framework
Sources of Personal Ethics
Why Human Relations?
Sources of Company Ethics
Coca-Cola [9]
Whole Foods [10]
Banner Bank’s Values: [11] “Do The Right Thing”
Examples of Ethical Situations
KEY TAKEAWAYS
EXERCISES
5.2 Making Ethical Decisions
LEARNING OBJECTIVE
The Twelve Questions Model
Josephson Institute of Ethics’ Model
Steps to Ethical Decision Making
Department of Defense Decision-Making Framework
Philosopher’s Approach
KEY TAKEAWAYS
EXERCISES
5.3 Social Responsibility
LEARNING OBJECTIVE
KEY TAKEAWAYS
EXERCISES
5.4 Chapter Summary and Case
CHAPTER SUMMARY
CHAPTER CASE
Chapter 6
Understand Your Motivations
6.1 Human Motivation at Work
LEARNING OBJECTIVES
Theories on Job Dissatisfaction
Progression of Job Withdrawal
Theories on Human Motivation
Hawthorne Studies
Maslow’s Hierarchy of Needs
Herzberg Two-Factor Theory
McGregor
Carrot and Stick
Why Human Relations?
Why Does Motivation Matter?
KEY TAKEAWAYS
EXERCISES
6.2 Strategies Used to Increase Motivation
LEARNING OBJECTIVE
Salaries and Benefits
Training and Development
Performance Appraisals
Succession Planning
Flextime, Telecommuting, and Sabbaticals
Management Training
Conflict Management and Fairness
Job Design, Job Enlargement, and Empowerment
Pay-for-Performance Strategies
Other ways to motivate
KEY TAKEAWAYS
EXERCISE
6.3 Chapter Summary and Case
CHAPTER SUMMARY
CHAPTER CASE
Chapter 7
Work Effectively in Groups
7.1 What Is a Group?
LEARNING OBJECTIVES
Types of Groups in the Workplace
Primary and Secondary Groups
If Two’s Company and Three’s a Crowd, What Is a Group?
KEY TAKEAWAYS
EXERCISES
7.2 Group Life Cycles and Member Roles
LEARNING OBJECTIVES
Group Life Cycle Patterns
Why Human Relations?
Life Cycle of Member Roles
Group Member Roles
KEY TAKEAWAYS
EXERCISES
7.3 Effective Group Meetings
LEARNING OBJECTIVES
Preparation
Conducting the Meeting
Using Technology to Facilitate Meetings
Audio-Only Interactions
Audio-Visual Interactions
Social Media
KEY TAKEAWAYS
EXERCISES
7.4 Chapter Summary and Case
CHAPTER SUMMARY
CHAPTER CASE
Chapter 8
Make Good Decisions
8.1 Understanding Decision Making
LEARNING OBJECTIVES
Types of Decisions
Making Rational Decisions
Making “Good Enough” Decisions
Making Intuitive Decisions
Making Creative Decisions
How Do You Know If Your Decision-Making Process Is Creative?
Ideas for Enhancing Creativity in Groups
Why Human Relations?
KEY TAKEAWAYS
EXERCISES
8.2 Faulty Decision Making
LEARNING OBJECTIVES
Avoiding Decision-Making Traps
KEY TAKEAWAYS
EXERCISES
8.3 Decision Making in Groups
LEARNING OBJECTIVES
When It Comes to Decision Making, Are Two Heads Better Than One?
Groupthink
Recommendations for Avoiding Groupthink
Tools and Techniques for Making Better Decisions
KEY TAKEAWAYS
EXERCISES
8.4 Chapter Summary and Case
CHAPTER SUMMARY
CHAPTER CASE
Chapter 9
Handle Conflict and Negotiation
9.1 Understanding Conflict
LEARNING OBJECTIVES
Types of Conflict
Intrapersonal Conflict
Interpersonal Conflict
Intergroup Conflict
Is Conflict Always Bad?
KEY TAKEAWAYS
EXERCISES
9.2 Causes and Outcomes of Conflict
LEARNING OBJECTIVES
Causes of Conflict
Organizational Structure
Limited Resources
Task Interdependence
Incompatible Goals
Personality Differences
Communication Problems
Outcomes of Conflict
Is Your Job at Risk for Workplace Violence?
KEY TAKEAWAYS
EXERCISES
9.3 Conflict Management
LEARNING OBJECTIVES
Ways to Manage Conflict
Change the Structure
Change the Composition of the Team
Create a Common Opposing Force
Consider Majority Rule
Problem Solve
Conflict-Handling Styles
Avoidance
Accommodation
Compromise
Competition
Collaboration
Which Style Is Best?
What If You Don’t Have Enough Conflict Over Ideas?
Why Human Relations?
KEY TAKEAWAYS
EXERCISES
9.4 Negotiations
LEARNING OBJECTIVES
The Five Phases of Negotiation
Phase 1: Investigation
Phase 2: Determine Your BATNA
Phase 3: Presentation
Phase 4: Bargaining
Phase 5: Closure
Should You Negotiate for a Higher Salary?
Negotiation Strategies
Distributive Approach
Integrative Approach
Seven Steps to Negotiating a Higher Salary
Avoiding Common Mistakes in Negotiations
Failing to Negotiate/Accepting the First Offer
Letting Your Ego Get in the Way
Having Unrealistic Expectations
Getting Overly Emotional
Letting Past Negative Outcomes Affect the Present Ones
Tips for Negotiation Success
When All Else Fails: Third-Party Negotiations
Alternative Dispute Resolution
Mediation
You Know It’s Time for a Mediator When…
Arbitration
Arbitration-Mediation
KEY TAKEAWAYS
EXERCISES
9.5 Ethical and Cross-Cultural Negotiations
LEARNING OBJECTIVES
Ethics and Negotiations
Negotiation around the Globe
KEY TAKEAWAYS
EXERCISES
9.6 Chapter Summary and Case
CHAPTER SUMMARY
CHAPTER CASE
Chapter 10
Manage Diversity at Work
10.1 Diversity and Multiculturalism
LEARNING OBJECTIVES
Power and Privilege
Why Diversity and Multiculturalism?
Why Human Relations?
KEY TAKEAWAYS
EXERCISES
10.2 Multiculturalism and the Law
LEARNING OBJECTIVES
Equal Employment Opportunity Commission (EEOC)
EEOC Federal Legislation
Age
Disability
Equal Pay/Compensation
Genetic Information
National Origin
Pregnancy
Race/Color
Religion
Sex and Sexual Harassment
Retaliation
Military Service
KEY TAKEAWAYS
EXERCISES
10.3 Chapter Summary and Case
CHAPTER SUMMARY
CHAPTER CASE
Chapter 11
Work with Labor Unions
11.1 The Nature of Unions
LEARNING OBJECTIVES
History and Organization of Unions
Current Union Challenges
Labor Union Laws
The Unionization Process
Strategies Companies Use to Avoid Unionization
The Impact of Unions on Organizations
KEY TAKEAWAYS
EXERCISES
11.2 Collective Bargaining
LEARNING OBJECTIVES
The Process of Collective Bargaining
Examples of Bargaining Topics
Ramifications of a Bargaining Impasse
Working with Labor Unions as Management
KEY TAKEAWAYS
EXERCISES
11.3 Grievance Process
LEARNING OBJECTIVE
Procedures for Grievances
Why Human Relations?
KEY TAKEAWAYS
EXERCISE
11.4 Chapter Summary and Case
CHAPTER SUMMARY
CHAPTER CASE
Chapter 12
Be a Leader
12.1 Management Styles
LEARNING OBJECTIVES
Task Style versus People-Centered Style
Participatory, Directing, or Teamwork Styles
Autocratic, Participative, and Free-Reign Styles
Path Goal Model for Leadership
Applying Management Styles
KEY TAKEAWAYS
EXERCISES
12.2 Leadership versus Management
LEARNING OBJECTIVES
Leadership
Types of Leaders
Why Human Relations?
KEY TAKEAWAYS
EXERCISE
12.3 Chapter Summary and Case
CHAPTER SUMMARY
CHAPTER CASE
Chapter 13
Manage Your Career
13.1 Career Growth: Power Positioning and Power Sources
LEARNING OBJECTIVE
KEY TAKEAWAYS
EXERCISE
13.2 Career Growth: Behaviors and Change
LEARNING OBJECTIVE
KEY TAKEAWAYS
EXERCISES
13.3 Career Growth: Impression Management
LEARNING OBJECTIVE
Introductions
Dining Out
Clothing
Technology
Reputation Management
General Etiquette for Career Success
KEY TAKEAWAYS
EXERCISES
13.4 Career Growth: Personality and Strategies
LEARNING OBJECTIVES
Why Human Relations?
KEY TAKEAWAYS
EXERCISES
13.5 Chapter Summary and Case
CHAPTER SUMMARY
CHAPTER CASE
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