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Human Relations : Interpersonal, Job-Oriented Skills

ISBN: 9780130105783 | 0130105783
Edition: 7th
Format: Paperback
Publisher: Prentice Hall
Pub. Date: 6/1/2000

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SummaryTable of ContentsAuthor Biography
For courses in Interpersonal Relations, Interpersonal Skills, Human Relations and Professional Development.Designed to help students enhance their interpersonal skills in the workplace, this text explores a blend of current and traditional interpersonal concepts and features a heavy emphasis on skill development and self-assessment through an extensive variety of skill-building suggestions, exercises, and cases related to specific topics. It offers a more personal and job-oriented, and less managerial approach than other texts on the subject.
Prefacexiii
A Framework for Interpersonal Skill Development
1(14)
Plan of the Book
2(1)
... MORE
A Model for Improving Interpersonal Skills
3(3)
Identification of Developmental Needs
6(4)
Universal Needs for Improving Interpersonal Relations
7(3)
Developing Interpersonal Skills on the Job
10(2)
Informal Learning
10(1)
Specific Developmental Experiences
11(1)
Summary
12(2)
Questions for Discussion and Review
14(1)
Understanding Individual Differences
15(24)
Personality
16(3)
Six Major Personality Factors and Traits
17(2)
Cognitive Styles and Personality Types
19(4)
Cognitive Styles
19(2)
Guidelines for Dealing with Different Personality Types
21(2)
Mental Ability
23(7)
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
29(1)
Values as a Source of Individual Differences
30(4)
How Values Are Learned
31(1)
Clarifying Your Values
31(1)
The Mesh Between Individual and Job Values
32(1)
Guidelines for Using Values to Enhance Interpersonal Relations
32(2)
Summary
34(1)
Questions for Discussion and Review
35(4)
Interpersonal Communications
39(24)
Steps in the Communication Process
40(2)
Nonverbal Communication in Organizations
42(1)
Modes of Transmission of Nonverbal Communication
43(2)
Environment
43(1)
Interpersonal Distance
43(1)
Posture
43(1)
Gestures
44(1)
Facial Expressions
44(1)
Voice Quality
45(1)
Personal Appearance
45(1)
Guidelines for Improving Nonverbal Communication
45(3)
Guidelines for Overcoming Communication Problems and Barriers
48(11)
Understand the Receiver
48(1)
Discuss Differences in Paradigms
49(1)
Minimize Defensive Communication
50(1)
Use Multiple Channels
50(1)
Use Verbal and Nonverbal Feedback
50(1)
Display a Positive Attitude
51(1)
Use Persuasive Communication
51(2)
Engage in Active Listening
53(1)
Engage in Complementary Transactions with People
54(3)
Recognize Gender Differences in Communication Style
57(2)
Engage in Metacommunications
59(1)
Summary
59(2)
Questions for Discussion and Review
61(2)
Developing Teamwork Skills
63(23)
Types of Teams
64(4)
Self-Managing Work Teams
65(2)
Cross-Functional Teams
67(1)
Virtual Teams
67(1)
The Advantages and Disadvantages of Teams and Teamwork
68(2)
Advantages of Group Work and Teamwork
68(1)
Disadvantages of Group Work and Teamwork
69(1)
Team Member Roles
70(7)
Knowledge Contributor
71(1)
Process Observer
71(1)
Collaborator
71(3)
People Supporter
74(1)
Challenger
74(1)
Listener
75(1)
Mediator
76(1)
Gatekeeper
76(1)
Guidelines for the Interpersonal Aspects of Team Play
77(4)
Trusting Team Members
77(1)
Displaying a High Level of Cooperation and Collaboration
77(2)
Recognizing the Interests and Achievements of Others
79(1)
Giving Helpful Criticism
80(1)
Sharing the Glory
80(1)
Taking Care Not to Rain on Another Person's Parade
80(1)
Guidelines for the Task Aspects of Team Play
81(1)
Technical Expertise (or Knowledge of the Task)
81(1)
Assuming Responsibility for Problems
81(1)
Seeing the Big Picture
81(1)
Believing in Consensus
82(1)
Helping Team Members Do Their Jobs Better
82(1)
Summary
82(2)
Questions for Discussion and Review
84(2)
Group Problem Solving and Decision Making
86(19)
Rational versus Political Decision Making in Groups
87(2)
Guidelines for Using General Problem-Solving Groups
89(3)
Guidelines for Brainstorming
92(2)
Guidelines for Electronic Brainstorming
94(2)
Limitations to Verbal Brainstorming
94(1)
The Electronic Brainstorming Procedure
95(1)
Guidelines for the Nominal Group Technique
96(2)
Using Stand-Up Meetings to Facilitate Problem Solving
98(2)
Using E-Mail and Groupware to Facilitate Group Decision Making
100(1)
Using E-Mail to Facilitate Meetings
100(1)
Using Groupware to Facilitate Group Problem Solving
101(1)
Summary
101(3)
Questions for Discussion and Review
104(1)
Cross-Cultural Relations and Diversity
105(22)
The Diversity Umbrella
106(2)
Understanding Cultural Differences
108(7)
Competency Goals
108(2)
Dimensions of Differences in Cultural Values
110(3)
Cultural Bloopers
113(2)
Overcoming Cross-Cultural Communication Barriers
115(3)
Business Implications of Understanding Cultural Differences
118(1)
Techniques for Improving Cross-Cultural Relations and Valuing Differences
119(4)
Cultural Training
119(1)
Language Training
120(2)
Diversity Training (Training in Valuing Differences)
122(1)
Summary
123(2)
Questions for Discussion and Review
125(2)
Resolving Conflicts with Others
127(26)
Sources of Interpersonal Conflict in Organizations
128(5)
Competition for Limited Resources
128(3)
Role Conflict
131(1)
Building Stone Walls
132(1)
Personality Clashes
132(1)
Aggressive Personalities, Including Bullies
133(1)
Conflict-Management Styles
133(2)
Guidelines and Techniques for Resolving Conflicts
135(4)
Confrontation and Problem Solving
136(1)
Constructive Handling of Criticism
137(1)
Image Exchanging
138(1)
Cognitive Restructuring
139(1)
Negotiating and Bargaining
139(5)
Combatting Sexual Harassment: A Special Type of Conflict
144(4)
Types and Frequency of Harassment
144(1)
Recent Supreme Court Rulings on Sexual Harassment
145(1)
The Adverse Effects of Sexual Harassment
146(1)
Guidelines for Preventing and Dealing with Sexual Harassment
146(2)
Summary
148(3)
Questions for Discussion and Review
151(2)
Becoming an Effective Leader
153(24)
Key Leadership Traits to Develop
154(9)
Self-Confidence
156(1)
Trustworthiness
157(1)
Assertiveness
157(1)
Emotional Stability
158(1)
Sense of Humor
158(4)
Self-Awareness and Self-Objectivity
162(1)
Cognitive Skills
162(1)
Emotional Intelligence
163(1)
Suggestions for Developing Charisma
163(3)
Developing Team Leadership Skills
166(4)
Build a Mission Statement
166(1)
Establish a Sense of Urgency and High Performance Standards
166(2)
Encourage Honest Criticism
168(1)
Use Team Symbols
169(1)
Use Peer Evaluations
169(1)
Minimize Formation of In-Groups and Out-Groups
170(1)
Developing Your Leadership Potential
171(2)
Summary
173(3)
Questions for Discussion and Review
176(1)
Motivating Others
177(22)
Motivation Skill Based on the Principle of ``What's in It for Me?''
178(3)
Using Behavior Modification to Motivate Others
181(7)
Behavior Modification Strategies
182(2)
Rules for the Use of Behavior Modification
184(4)
Using Recognition to Motivate Others
188(1)
Using Expectancy Theory to Motivate Others
189(4)
Capsule Overview of Expectancy Theory
189(1)
Basic Components of Expectancy Theory
190(3)
Diagnosing Motivation with Expectancy Theory
193(2)
Summary
195(1)
Questions for Discussion and Review
196(3)
Helping Others Develop and Grow
199(22)
Being a Nurturing, Positive Person
200(3)
Being a Mentor to Coworkers
203(2)
Coaching and Training Others
205(1)
Coaching Skills and Techniques
206(6)
Fallacies about Coaching
208(3)
Training Others
211(1)
Helping Difficult People
212(5)
Types of Difficult People
213(2)
Tactics for Dealing with Difficult People
215(2)
Summary
217(3)
Questions for Discussion and Review
220(1)
Positive Political Skills
221(24)
Impression Management and Etiquette
225(6)
Tactics of Impression Management
225(1)
Business Etiquette
225(6)
Building Relationships with Managers
231(4)
Building Relationships with Coworkers and Other Work Associates
235(4)
Avoiding Political Blunders
239(2)
Summary
241(1)
Questions for Discussion and Review
242(3)
Customer Satisfaction Skills
245(24)
General Principles of Customer Satisfaction
246(10)
Satisfied Employees Provide Better Customer Service
248(2)
Understand Customer Needs and Put Them First
250(1)
Focus on Solving Problems, Not Just Taking Orders
251(1)
Respond Positively to Moments of Truth
252(1)
Be Ready to Accept Empowerment
252(1)
Enhance Customer Service Through Information Technology
253(1)
Avoid Rudeness
254(2)
Creating a Bond with Your Customer
256(2)
Dealing with Customer Dissatisfaction
258(4)
Deal Constructively with Customer Complaints and Anger
259(2)
Involve the Customer in Working Out the Problem
261(1)
Anticipate How to Handle an Unreasonable Request
262(1)
Customer Service Training at a Luxury Hotel Chain
262(3)
Summary
265(1)
Questions for Discussion and Review
266(3)
Enhancing Ethical Behavior
269(21)
Why Be Concerned About Business Ethics?
270(3)
Common Ethical Problems
273(7)
A Survey of the Extent of Ethical Problems
273(1)
Frequent Ethical Dilemmas
274(3)
Choosing Between Two Rights: Dealing with Defining Moments
277(3)
Guidelines for Behaving Ethically
280(1)
Developing the Right Character Traits
280(1)
Using Corporate Ethics Programs
281(6)
Following a Guide to Ethical Decision Making
282(4)
Developing Closer Relationships with Work Associates
286(1)
Summary
287(1)
Questions for Discussion and Review
288(2)
Personal Productivity and Stress Management
290(24)
Improving Personal Productivity
291(9)
Dealing with Procrastination
292(2)
Attitudes and Values That Enhance Personal Productivity
294(3)
Work Habits and Skills That Enhance Personal Productivity
297(2)
Overcoming Time Wasters
299(1)
Understanding and Managing Stress
300(8)
Symptoms and Consequences of Stress
300(4)
Personality and Job Factors Contributing to Stress
304(3)
Methods and Techniques for Stress Management
307(1)
Summary
308(3)
Questions for Discussion and Review
311(3)
Job Search and Career Management Skills
314(29)
Conducting a Job Search
315(12)
Job-Hunting Tactics
315(6)
The Job Resume and Cover Letter
321(3)
Performing Well in a Job Interview
324(3)
The Vertical and Horizontal Career Paths
327(3)
The Vertical (Traditional) Career Path
327(1)
The Horizontal Career Path
328(2)
Using Career Advancement Strategies and Tactics
330(6)
Overcoming Career Barriers
336(1)
Coping with Job Loss
336(1)
Dealing with the Glass Ceiling
337(1)
Summary
337(2)
Questions for Discussion and Review
339(4)
Glossary343(4)
References347(8)
Index355
Dr. Andrew DuBrin holds a full professorship at the Rochester Institute of Technology. He has published hundreds of articles in scholarly journals, national magazines, and newspapers. He has appeared on over 350 television shows and radio programs

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