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This comprehensive text covers the key human relation skills students need to be successful managers in the workplace. Ideal for both two- and four-year programs, Effective Human Relations uses an organizational perspective to help students understand the disparate factors that influence employee behavior. The Tenth Edition focuses more directly on chapter objectives, establishing them around the seven themes of the text--communication, self-awareness, self-acceptance, motivation, trust, self-disclosure, and conflict resolution--so that the students absorb and connect the concepts. New areas of coverage include goal-setting principles; root causes of negative attitudes; introduction of the Reiss Profile instrument used to classify our basic desires; the use of "branding" to achieve greater visibility in a crowded job market; discrimination based on a person's religious preference; new ways to classify various forms of technostress; and new support for the importance of emotional intelligence. Throughout the text, major themes are supported by a multitude of real-world examples and emotional intelligence checkpoints.

Tabla de contenidos provista por Syndetics

• About the Authors(p. xi)
• Preface(p. xii)
• Part I Human Relations: The key to Personal Growth and Career Success(p. 1)
• 1 Introduction to Human Relations(p. 2)
• The Nature, Purpose, and Importance of Human Relations(p. 4)
• The Forces Influencing Behavior at Work(p. 10)
• The Development of the Human Relations Movement(p. 14)
• Major Themes in Human Relations(p. 17)
• Human Relations: Benefits to You(p. 20)
• Looking Back
• Career Corner
• Key Terms
• Applying What You Have Learned
• Internet Insights
• Role-Play Exercise
• Case 1.1 Challenges in the New Economy(p. 24)
• Case 1.2 In Search of Work/Life Balance(p. 25)
• 2 Improving Personal and Organizational Communication(p. 27)
• Communicating Effectively in a High-Tech World(p. 29)
• The Communication Process(p. 29)
• Communication Filters(p. 31)
• How to Improve Personal Communication(p. 38)
• Communications in Organizations(p. 42)
• Communicating via Technology(p. 45)
• Looking Back
• Career Corner
• Key Terms
• Applying What You Have Learned
• Internet Insights
• Role-Play Exercise
• Case 2.1 Fluid Communications(p. 52)
• Case 2.2 Reading Nonverbal Cues(p. 53)
• Part II Career Success Begins with Knowing Yourself(p. 55)
• 3 Understanding Your Communication Style(p. 56)
• Communication Styles: An Introduction(p. 57)
• The Communication Style Model(p. 60)
• Versatility: The Third Dimension(p. 74)
• A Final Word of Caution(p. 78)
• Looking Back
• Career Corner
• Key Terms
• Applying What You Have Learned
• Internet Insights
• Role-Play Exercise
• Case 3.1 Steve Ballmer Keeps the Good Times Rolling at Microsoft(p. 82)
• Case 3.2 A Matter of Style(p. 83)
• 4 Building High Self-Esteem(p. 84)
• The Power of Self-Esteem(p. 85)
• Self-Esteem Influences Your Behavior(p. 90)
• How to Build Self-Esteem(p. 92)
• Organizations Can Help(p. 100)
• Looking Back
• Career Corner
• Key Terms
• Applying What You Have Learned
• Internet Insights
• Role-Play Exercise
• Case 4.1 The Power of Mentoring(p. 105)
• Case 4.2 "Popeye" Lives On(p. 106)
• 5 Personal Values Influence Ethical Choices(p. 108)
• Character, Integrity, and Moral Development(p. 110)
• How Personal Values Are Formed(p. 110)
• Values Conflicts(p. 116)
• Personal Values and Ethical Choices(p. 118)
• Corporate Values and Ethical Choices(p. 119)
• Values and Ethics in International Business(p. 125)
• Looking Back
• Career Corner
• Key Terms
• Applying What You Have Learned
• Internet Insights
• Role-Play Exercise
• Case 5.1 Employee Theft(p. 129)
• Case 5.2 Whistleblowers' Rights(p. 130)
• 6 Attitudes can Shape your Life(p. 132)
• Attitudes Are Learned(p. 134)
• How Attitudes Are Formed(p. 137)
• Attitudes Valued by Employers(p. 139)
• How to Change Attitudes(p. 142)
• Organizations' Efforts Toward Improving Employees' Attitudes(p. 147)
• Looking Back
• Career Corner
• Key Terms
• Applying What You Have Learned
• Internet Insights
• Role-Play Exercise
• Case 6.1 Life Is Good at the Pike Place Fish Market(p. 151)
• Case 6.2 An A-Mazing Way to Deal with Change(p. 152)
• 7 Motivating Yourself and Others(p. 154)
• The Complex Nature of Motivation(p. 156)
• Influential Motivational Theories(p. 159)
• Contemporary Employee Motivation Strategies(p. 164)
• Motivating the Generations(p. 168)
• Self-Motivation Strategies(p. 169)
• Looking Back
• Career Corner
• Key Terms
• Applying What You Have Learned
• Internet Insights
• Role-Play Exercise
• Case 7.1 Let the People Have the Power(p. 175)
• Case 7.2 What Drives Them?(p. 176)
• Part III Personal Strategies for Improving Human Relations(p. 179)
• 8 Improving Interpersonal Relations with Constructive Self-Disclosure(p. 180)
• Self-Disclosure: An Introduction(p. 182)
• The Johari Window: A Model for Self-Understanding(p. 185)
• Appropriate Self-Disclosure(p. 188)
• Barriers to Self-Disclosure in an Organizational Setting(p. 193)
• Practice Self-Disclosure(p. 197)
• Looking Back
• Career Corner
• Key Terms
• Applying What You Have Learned
• Internet Insights
• Role-Play Exercise
• Case 8.1 The Art of Giving Criticism(p. 201)
• Case 8.2 360-Degree Feedback Uncovers Blind Spots(p. 202)
• 9 Achieving Emotional Balance in a Chaotic World(p. 204)
• Emotions-An Introduction(p. 206)
• Factors That Influence Our Emotions(p. 210)
• Coping with Your Anger and the Anger of Others(p. 212)
• Violence in the Workplace(p. 215)
• Emotional Styles(p. 217)
• Strategies for Achieving Emotional Control(p. 220)
• Looking Back
• Career Corner
• Key Terms
• Applying What You Have Learned
• Internet Insights
• Role-Play Exercise
• Case 9.1 Romance at Work(p. 226)
• Case 9.2 Coping with Grief(p. 227)
• 10 Building Stronger Relationships with Positive Energy(p. 229)
• How Positive Energy Contributes to Improved Interpersonal Relationships(p. 231)
• Our Need for Positive Experiences(p. 233)
• Positive Reinforcement-Creating Positive Energy(p. 235)
• Barriers to Positive Reinforcement(p. 240)
• Rewarding Individual and Team Performance(p. 243)
• Looking Back
• Career Corner
• Key Terms
• Applying What You Have Learned
• Internet Insights
• Role-Play Exercise
• Case 10.1 Incentives: The Good, the Bad, and the Ugly(p. 249)
• Case 10.2 Does Pride Matter More Than Money?(p. 250)
• 11 Developing a Professional Presence(p. 252)
• Professional Presence-An Introduction(p. 253)
• The Image You Project(p. 257)
• Looking Back
• Career Corner
• Key Terms
• Applying What You Have Learned
• Internet Insights
• Role-Play Exercise
• Case 11.1 The Importance of Class(p. 272)
• Case 11.2 Do You Want to Be Your Own Brand?(p. 273)
• Part IV If We All Work Together...(p. 275)
• 12 Team Building: A Leadership Strategy(p. 276)
• Leadership Challenges in a Changing Workplace(p. 278)
• Basic Beliefs About Teamwork(p. 282)
• Team-Building Skills for Leaders(p. 285)
• Situational Leadership(p. 290)
• Teamwork: The Employee's Role(p. 292)
• Looking Back
• Career Corner
• Key Terms
• Applying What You Have Learned
• Internet Insights
• Role-Play Exercise
• Case 12.1 Coaching to Improve Human Performance(p. 298)
• Case 12.2 Can You Become a Leader?(p. 299)
• 13 Resolving Conflict and Dealing with Difficult People(p. 301)
• A New View of Conflict(p. 303)
• Finding the Root Causes of Conflict(p. 303)
• Learn to Negotiate Effectively(p. 309)
• Conflict Resolution Process(p. 314)
• The Role of Labor Unions in Conflict Resolution(p. 317)
• Looking Back
• Career Corner
• Key Terms
• Applying What You Have Learned
• Internet Insights
• Role-Play Exercise
• Case 13.1 The Global Union Movement(p. 323)
• Case 13.2 Couples Combat(p. 324)
• Part V Special Challenges in Human Relations(p. 327)
• 14 Responding to Personal and Work-Related Stress(p. 328)
• The Stress Factor in Your Life(p. 330)
• Major Causes of Stress(p. 331)
• Warning Signals of Too Much Stress(p. 337)
• Stress Management Strategies(p. 337)
• Coping with Psychological Disorders(p. 344)
• Looking Back
• Career Corner
• Key Terms
• Applying What You Have Learned
• Internet Insights
• Role-Play Exercise
• Case 14.1 Vacation Starvation(p. 350)
• Case 14.2 Drugs on Campus(p. 351)
• 15 Valuing Work Force Diversity(p. 354)
• Work Force Diversity(p. 355)
• Prejudiced Attitudes(p. 357)
• The Many Forms of Discrimination(p. 360)
• The Economics of Valuing Diversity(p. 368)
• Managing Diversity(p. 369)
• Affirmative Action: Yesterday and Today(p. 373)
• Looking Back
• Career Corner
• Key Terms
• Applying What You Have Learned
• Internet Insights
• Role-Play Exercise
• Case 15.1 Quality Education Through Enhanced Diversity(p. 378)
• Case 15.2 The Baggage of Bigotry(p. 379)
• 16 The Changing Roles of Men and Women(p. 381)
• Traditional Roles Are Changing(p. 383)
• Problems Facing Women in Organizations(p. 387)
• Problems Facing Men in Organizations(p. 391)
• Challenges and Opportunities for Working Men and Women(p. 392)
• How to Cope with Gender-Biased Behavior(p. 395)
• Learn to Understand and Respect Gender Differences(p. 398)
• Looking Back
• Career Corner
• Key Terms
• Applying What You Have Learned
• Internet Insights
• Role-Play Exercise
• Case 16.1 Salomon Smith Barney Learns the Hard Way(p. 404)
• Case 16.2 Creating a Balance(p. 405)
• Part VI You Can Plan for Success(p. 407)
• 17 A Life Plan for Effective Human Relations(p. 408)
• Achieving Balance in a Chaotic World(p. 409)
• Toward a New Definition of Success(p. 410)
• Toward Right Livelihood(p. 414)
• Developing a Healthy Lifestyle(p. 424)
• Planning for Changes in Your Life(p. 427)
• The Choice Is Yours(p. 429)
• Looking Back
• Key Terms
• Applying What You Have Learned
• Internet Insights
• Role-Play Exercise
• Case 17.1 Toward Right Livelihood(p. 432)
• Appendix Human Relations Abilities Assessment Form-Student and Instructor Websites
• The NWNL Workplace Stress Test-Student and Instructor
• Notes(p. 435)
• Credits(p. 453)
• Name Index(p. 457)
• Subject Index(p. 463)