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Human Relations: Interpersonal, Job-Oriented Skills

ISBN: 9780134000114 | 0134000110
Edition: 6th
Format: Paperback
Publisher: Prentice Hall
Pub. Date: 9/1/1996

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SummaryTable of Contents
Key text to any course where students learn to improve the interpersonal skills that lead to job success. Topics include motivation and leadership coupled with good work habits, time management, and ethics.
... MORE
Prefacexiii
Acknowledgmentsxvii
A Framework for Interpersonal Skill Training
1(12)
Plan of the Book
2(1)
A Model for Improving Interpersonal Skills
3(3)
Identification of Developmental Needs
6(2)
Universal Needs for Improving Interpersonal Relations
8(2)
Summary
10(1)
Questions for Discussion and Review
10(3)
Understanding Individual Differences
13(22)
Personality
14(7)
Six Major Personality Factors and Traits
15(1)
Psychological Types and Cognitive Styles
16(2)
Guidelines for Dealing with Different Personality Types
18(3)
Mental Ability
21(5)
Components of Intelligence
22(2)
Practical Intelligence
24(1)
Emotional Intelligence
25(1)
Guidelines for Relating to People of Different Levels and Types of Intelligence
25(1)
Values as a Source of Individual Differences
26(4)
How Values Are Learned
27(1)
Clarifying Your Values
28(1)
The Mesh Between Individual and Job Values
29(1)
Guidelines for Using Values to Enhance Interpersonal Relations
29(1)
Summary
30(1)
Questions for Discussion and Review
31(4)
Interpersonal Communications
35(24)
Steps in the Communication Process
36(2)
Nonverbal Communication in Organizations
38(5)
Modes of Transmission of Nonverbal Communication
38(4)
Guidelines for Improving Nonverbal Communication
42(1)
Guidelines for Overcoming Communication Problems and Barriers
43(12)
Understand the Receiver
44(1)
Discuss Differences in Paradigms
45(1)
Minimize Defensive Communication
45(1)
Use Multiple Channels
46(1)
Use Verbal and Nonverbal Feedback
46(1)
Use Persuasive Communication
46(2)
Engage in Active Listening
48(3)
Engage in Complementary Transactions with People
51(1)
Recognize Gender Differences in Communication Styles
52(3)
Summary
55(1)
Questions for Discussion and Review
56(3)
Resolving Conflicts with Others
59(24)
Sources of Interpersonal Conflict in Organizations
60(5)
Competition for Limited Resources
60(3)
Role Conflict
63(1)
Building Stone Walls
64(1)
Personality Clashes
64(1)
Agressive Personalities
64(1)
Conflict-Management Styles
65(2)
Guidelines and Techniques for Resolving Conflicts
67(9)
Confrontation and Problem Solving
67(1)
Constructive Handling of Criticism
68(1)
Image Exchanging
69(1)
Cognitive Restructuring
70(1)
Negotiating and Bargaining
71(5)
Combatting Sexual Harassment: A Special Type of Conflict
76(3)
Types and Frequency of Harassment
76(1)
Guidelines for Preventing and Dealing with Sexual Harassment
77(2)
Summary
79(1)
Questions for Discussion and Review
79(4)
Developing Teamwork Skills
83(22)
Types of Teams
84(1)
The Advantages and Disadvantages of Teams and Teamwork
85(3)
Advantages of Group Work and Teamwork
87(1)
Disadvantages of Group Work and Teamwork
87(1)
Team Member Roles
88(6)
Knowledge Contributor
88(3)
Process Observer
91(1)
Collaborator
91(1)
People Supporter
91(1)
Challenger
92(1)
Listener
93(1)
Mediator
93(1)
Gatekeeper
94(1)
Guidelines for the Interpersonal Aspects of Team Play
94(4)
Trusting Team Members
96(1)
High Level of Cooperation and Collaboration
96(1)
Recognizing the Interests and Achievements of Others
97(1)
Giving Helpful Criticism
97(1)
Guidelines for the Task Aspects of Team Play
98(2)
Technical Expertise
98(1)
Assuming Responsibility for Problems
98(1)
Seeing the Big Picture
99(1)
Belief in Consensus
99(1)
Helping Team Members Do Their Jobs Better
99(1)
Summary
100(1)
Questions for Discussion and Review
101(4)
Group Problem Solving
105(18)
Group Problem Solving in Work Teams
106(2)
Guidelines for Using General Problem-Solving Groups
108(2)
Guidelines for Brainstorming
110(2)
Rules for Brainstorming
111(1)
Guidelines for Electronic Brainstorming
112(2)
Limitations to Verbal Brainstorming
112(2)
The Electronic Brainstorming Procedure
114(1)
Guidelines for the Nominal Group Technique
114(3)
A Step-by-Step Example of the Nominal Group Technique
115(2)
Using E-Mail to Facilitate Group Decision Making
117(1)
Summary
118(1)
Questions for Discussion and Review
119(4)
Cross-Cultural Relations and Diversity
123(22)
The Diversity Umbrella
124(3)
Understanding Cultural Differences
127(7)
Competency Goals
128(1)
Dimensions of Differences in Cultural Values
129(2)
Cultural Bloopers
131(3)
Overcoming Cross-Cultural Communication Barriers
134(1)
Techniques for Improving Cross-Cultural Relations and Valuing Diversity
135(4)
Cultural Training
135(2)
Training in Valuing Differences
137(2)
Summary
139(1)
Questions for Discussion and Review
140(5)
Becoming An Effective Leader
145(20)
Key Leadership Traits to Develop
146(7)
Self-Confidence
148(1)
Honesty, Integrity, and Credibility
148(1)
Assertiveness
148(1)
Emotional Stability
149(1)
Sense of Humor
149(2)
Self-Awareness and Self-Objectivity
151(1)
Cognitive Skills
152(1)
Suggestions for Developing Charisma
153(2)
Developing Team Leadership Skills
155(5)
Build a Mission Statement
155(1)
Establish a Sense of Urgency and High Performance Standards
156(1)
Encourage Honest Criticism
156(2)
Use Team Symbols
158(1)
Use Peer Evaluations
159(1)
Minimize Formation of In-Groups and Out-Groups
159(1)
Developing Your Leadership Potential
160(1)
Summary
161(1)
Questions for Discussion and Review
162(3)
Motivating Others
165(20)
Motivation Skill Based on the Principle of ``What's in It for Me?''
166(3)
Using Behavior Modification to Motivate Others
169(4)
Behavior Modification Strategies
170(1)
Rules for the Use of Behavior Modification
171(2)
Using Expectancy Theory to Motivate Others
173(7)
Capsule Overview of Expectancy Theory
174(1)
Basic Components of Expectancy Theory
175(3)
Diagnosing Motivation with Expectancy Theory
178(1)
Guidelines for Applying Expectancy Theory
179(1)
Summary
180(1)
Questions for Discussion and Review
181(4)
Helping Others Develop and Grow
185(22)
Being a Nourishing, Positive Person
186(3)
Being a Mentor to Coworkers
189(3)
Coaching and Training Others
192(5)
Coaching Skills and Techniques
192(2)
Training Others
194(3)
Helping Difficult People
197(4)
Types of Difficult People
199(1)
Tactics for Dealing with Difficult People
200(1)
Summary
201(2)
Questions for Discussion and Review
203(4)
Positive Political skills
207(20)
Impression Management and Etiquette
208(6)
Tactics of Impression Management
210(2)
Business Etiquette
212(2)
Building Relationships with Superiors
214(4)
Building Relationships with Coworkers and Lower-Ranking Workers
218(3)
Avoiding Political Blunders
221(2)
Summary
223(1)
Questions for Discussion and Review
224(3)
Customer Satisfaction Skills
227(20)
General Principles of Customer Satisfaction
228(7)
Satisfied Employees Provide Better Customer Service
230(1)
Understand Customer Needs and Put Them First
231(1)
Focus on Solving Problems, Not Just Taking Orders
231(1)
Respond Positively to Moments of Truth
232(1)
Be Ready to Accept Empowerment
233(1)
Avoid Rudeness
234(1)
Creating a Bond with Your Customer
235(4)
Dealing with Customer Dissatisfaction
239(3)
Deal Constructively with Customer Complaints and Anger
239(2)
Involve the Customer in Working Out the Problem
241(1)
Anticipate How to Handle an Unreasonable Request
241(1)
Summary
242(2)
Questions for Discussion and Review
244(3)
Enhancing Ethical Behavior
247(18)
Why Be Concerned About Business Ethics?
248(3)
Common Ethical Problems
251(4)
Guidelines for Behaving Ethically
255(6)
Developing the Right Character Traits
255(1)
An Eight-Step Guide to Ethical Decision Making
256(5)
Summary
261(1)
Questions for Discussion and Review
261(4)
Glossary265(6)
References271(6)
Index277

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