CourseSmart - 0077238346 - Human Relations, 4th Edition

Human Relations, 4th Edition

by Lamberton, Lowell; Minor, Leslie

Publisher: McGraw-Hill Higher Education

Publishing Date: 2009/01/09

eText ISBN-10

0-07-723834-6

eText ISBN-13

978-0-07-723834-6

Print ISBN-10

0-07-337704-X

Print ISBN-13

978-0-07-337704-9

Saleable Print ISBN-10

0-07-337704-X

Saleable Print ISBN-13

978-0-07-337704-9

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Human Relations, 4th Edition

by Lamberton, Lowell; Minor, Leslie

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Authors, iii

Preface, iv

Acknowledgments, vii

Part 1. Human Relations a...

Part 2. Human Relations i...

Part 3. Building Your Hum...

Part 4. Thriving in a Cha...

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

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

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