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Authors, iii
Preface, iv
Acknowledgments, vii
Part 1. Human Relations and You, 1
Chapter One. Human Relations: A Background, 2
What Is Human Relations?, 4
The Importance of Human Relations Skills, 4
Current Challenges in Human Relations, 6
What Human Relations Is Not, 8
Areas of Major Emphasis, 9
A Brief History of Human Relations, 11
Strategy for Success 1.1 Develop Mutual Respect, 20
Strategy for Success 1.2 Build Your Communication Skills, 21
Chapter Two. Self-Concept and Self-Esteem in Human Relations, 28
What Is Self-Concept?, 30
The Four Parts of the Self-Concept, 30
Focusing on the Real and Ideal Selves, 32
Pleasing Yourself and Pleasing Others, 33
What Is Self-Esteem?, 33
Self-Esteem and Work Performance, 35
Types of Self-Esteem, 36
Origins of Self-Esteem, 36
Strategy for Success 2.1 Steps toward Achieving Higher Self-Esteem, 38
Strategy for Success 2.2 Steps toward Combating Low Self-Esteem by Defeating the Pathological Critic, 43
Chapter Three. Self-Awareness and Self-Disclosure, 52
What Is Self-Awareness?, 54
Awareness-Related Barriers to Effective Human Relations, 54
The Johari Window, 55
What Is Self-Disclosure?, 58
Outcomes of Failing to Self-Disclose, 60
Levels of Communication as They Relate to Disclosure, 62
Making Assumptions about Other People, 66
The Risk Factor of Disclosure, 68
Strategy for Success 3.1 Know When to Stop, 68
Strategy for Success 3.2 Pay Attention to Differences, 69
Strategy for Success 3.3 Facing Fear of Self-Disclosure, 71
Chapter Four. Attitudes, 80
What Is an Attitude?, 82
What Makes a Good Attitude?, 83
Changing Attitudes, 86
Positive Attitudes and Optimal Experiences, 87
“Flow” in Our Everyday Lives, 89
Attitudes and Job Satisfaction, 90
Positive Attitudes and Managers: Theory X and Theory Y, 91
Strategy for Success 4.1 Changing Pessimism to Optimism, 94
Strategy for Success 4.2 Building Positive Attitudes, 95
Chapter Five. Personal and Organizational Values, 104
What Are Values?, 106
Values versus Attitudes, 106
Where Values Come From, 106
What Are Your Values?, 110
Value Systems, 110
The Role of Integrity, 113
Values Conflicts, 115
Values in an International Economy, 118
Strategy for Success 5.1 Redefining Your Personal Values: The Rath Test, 120
Strategy for Success 5.2 Building a Character Ethic for Integrity, 121
Chapter Six. Motivation: Increasing Productivity, 130
What Is Motivation?, 132
Need-Based Theories of Motivation, 136
Behavior-Based Theories of Motivation, 146
Reinforcement Theory and Behavior Modification, 147
Motivation and Self-Esteem, 149
Strategy for Success 6.1 Applying McClelland's Theory, 150
Strategy for Success 6.2 Changing Your Behavior, 151
Part 2. Human Relations in Groups, 161
Chapter Seven. Communication and Human Relations, 162
Communication and Miscommunication, 164
Listening—and How It Can Fail, 165
The Timing of Messages, 167
Communicating without Words, 169
Functions of Nonverbal Messages, 170
Communicating in an Organization, 175
International and Intercultural Communication, 177
Strategy for Success 7.1 Become a Better Listener, 179
Strategy for Success 7.2 Practice High-Context Communication, 180
Chapter Eight. People, Groups, and Their Leaders, 190
Why Do People Join Groups?, 192
What Makes a Group?, 193
Formal Groups and Their Development, 195
Status and Conformity in Groups, 196
Informal Groups, 198
Barriers to Group Effectiveness, 199
Leadership: What It Is and What It Requires, 203
Leadership Styles, 204
Strategy for Success 8.1 Watching for Hidden Agendas, 209
Strategy for Success 8.2 Strengthening Your Leadership Power, 210
Chapter Nine. Teams in Quality Organizations, 220
Quality Organizations and Work Teams, 222
Team Building, 225
Decision Making in Teams, 228
Organizational Climate: The Weather of the Workplace, 229
Corporate Culture: Shared Values, 230
Essentials of Corporate Culture, 232
Types of Corporate Culture, 233
The “New” Corporate Culture: The Importance of Self-Esteem, 235
The Importance of Fairness, 236
Strategy for Success 9.1 Building a Successful Team, 238
Strategy for Success 9.2 Changing Your Workplace Climate, 239
Strategy for Success 9.3 Creating Fairness in the Workplace, 240
Chapter Ten. Achieving Emotional Control, 250
The Eight Forms of Intelligence, 252
Emotional Intelligence, 255
Learning to Apply Emotional Intelligence, 257
Dealing with Anger, 258
Assertiveness, Aggressiveness, and Anger, 260
Defensive Behaviors, 260
Scripts, 263
Games People Play, 264
Strategy for Success 10.1 Stopping Games before They Start, 267
Part 3. Building Your Human Relations Skills, 279
Chapter Eleven. Individual and Organizational Change, 280
Change as a Fact of Life, 282
The Seven Major Life Changes, 282
The Seven Stages of Personal Change, 285
Models of Organizational Change, 290
Why Employees Resist Change, 294
The Japanese Approach, 296
Organizational Development, 298
Strategy for Success 11.1 Managing Personal Change in the Workplace, 299
Strategy for Success 11.2 Breaking Down the Resistance to Change in Your Organization, 299
Chapter Twelve. Creativity and Human Relations, 310
The Creativity Connection, 312
What Is Creativity?, 312
Perception and Creativity, 314
Inside the Creative Process, 318
Creativity in the Workplace, 320
Creative Methods for Groups, 322
Creative Problem Solving, 324
Strategy for Success 12.1 Increase Your Creativity, 325
Strategy for Success 12.2 Roger von Oech's “Ten Mental Locks”, 329
Strategy for Success 12.3 Use SCAMPER to Solve Problems, 331
Chapter Thirteen. Conflict Management, 342
Types of Conflict, 344
Sources of Conflict, 345
Conflict Analysis, 349
Potential Solutions, 349
Styles of Conflict Management, 351
Dealing with Special Conflict Cases, 354
Strategy for Success 13.1 Negotiate Win-Win Solutions, 359
Strategy for Success 13.2 Make Collaboration Work, 362
Strategy for Success 13.3 Stop Conflicts before They Start, 362
Chapter Fourteen. Stress and Stress Management, 370
Causes of Stress, 372
Sources of Stress, 373
Type A and Type B Personality Behavior, 379
The Physical Effects of Stress, 381
The Cost of Stress in the Workplace, 386
Strategy for Success 14.1 Discard Irrational Beliefs, 388
Strategy for Success 14.2 Change Your Behaviors to Reduce Stress, 388
Strategy for Success 14.3 Take Care of Yourself, 389
Chapter Fifteen. Your External and Internal Customers, 400
What Do Customers Really Want?, 402
Customer Service: A Definition, 403
The Internal Customer, 403
The Two Simplest Principles of Customer Service, 404
Issues in Customer Service, 406
Handling the Difficult Customer, 410
Going the Extra Mile, 412
Using Strong Ethics, 412
Who Is Running the Business?, 412
Poor George Story, 413
Strategy for Success 15.1 Establish a Bond with the Customer, 415
Strategy for Success 15.2 Support the Customer's Self-Esteem, 415
Strategy for Success 15.3 Handle the Difficult Customer Professionally, 417
Part 4. Thriving in a Changing World, 429
Chapter Sixteen. Human Relations in a World of Diversity, 430
A Diverse Society, 432
Prejudiced Attitudes, 434
Origins of Prejudice, 436
Types of Discrimination, 438
Sexual Harassment, 448
Prejudice, Discrimination, and Self-Esteem, 451
Looking Ahead, 452
Strategy for Success 16.1 Assess Your Knowledge, 453
Strategy for Success 16.2 Reducing Sexual Harassment, 454
Chapter Seventeen. Business Ethics and Social Responsibility, 464
What Is Ethics?, 466
Codes of Ethics, 469
Rationalizing Unethical Behavior, 472
Ethics in Context, 473
The Influence of Group Goals, 474
Global Ethics Issues, 475
Social Responsibility, 477
Blowing the Whistle, 480
Strategy for Success 17.1 Making Ethical Decisions: A Quick Ethics Test from Texas Instruments, 483
Strategy for Success 17.2 Becoming Culturally Aware of Ethical Conduct, 484
Chapter Eighteen. Maintaining a Productive Workplace, 494
A Productive Workplace, 496
Time Management, 499
Behaviors that Reduce Workplace Productivity, 501
Responses to Substance Abuse and Other Nonproductive Behaviors, 510
Strategy for Success 18.1 Learn to Use a Time Log, 515
Strategy for Success 18.2 Look for Warning Signs of Substance Abuse, 517
Chapter Nineteen. Human Relations and Your Future Success, 528
Human Relations in Your Future, 530
Self-Motivation, Self-Direction, and Success, 535
Fear: The Enemy of Success, 535
Positive Psychology, 536
Finding Your Niche, 538
Prepare for a Career Choice, 538
Prepare Your Application Materials, 541
Prepare for the Job Interview, 545
After the Interview, 547
Strategy for Success 19.1 Practice a Job Interview, 549
Strategy for Success 19.2 Make an Inventory of Your Skills, 549
Strategy for Success 19.3 Move Toward a Happier Life, 551
Glossary, 561
References, 574
Credits, 587
Index, 589

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