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This volume combines academic research, study aids and a range of case studies to create a practical introduction to human relations in the business environment. It utilizes a thematic approach that provides coverage of both organizational issues and issues of personal adjustment in the workplace, plus examples drawn from over 90 small and large companies put concepts in a real-world context. The text incorporates an approach to critical thinking and analysis called productive thinking, in which students are guided to analyze problems and apply solutions to everyday issues.

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• Each chapter concludes with Chapter Review, Critical Thinking Exercise, Exploring Human Relations, and Concept Review Questions
• Productive Thinking sections appear at the end of each main heading
• 1 Effective Human Relations
• Learning from the Past; Lessons for the Future
• A Brief Review of History A Closer Look at the Historical Hawthorne Studies Two Extremes: Theory X and Theory Y
• Human Relations Today
• The Present Workplace The Future Workplace Beyond the Workplace
• Protocol for Success
• Interpersonal Relationship Success Strategies Ethics and Responsibility
• 2 Communication Processes
• The Communication Process
• A Model of Communication The Goals of Communication
• The Modes of Communication
• Verbal Communication
• Channels Non-Verbal Communication
• Channels A Closer Look at Communication
• Spaces Verbal Versus Non-Verbal Communication
• Communicating through Multiple Channels
• Factors Shaping Communication
• Two Basic Factors in Shared Communication
• Contexts of Communication: Frames and Filters Organizational Culture
• 3 Using Communication Skills Effectively
• Improving Communication
• Improving the Sender Role
• Improving the Message
• Improving the Receiver: Critical Listening Facilitating Feedback
• Improving Organizational Communications
• Managing Impressions Others Have of Us
• The Importance of What Others Think Presentation or Manipulation?
• Impression Management A Closer Look at The Drama of Impression Management
• The Role of Emotions in Stress and Conflict
• Expressing Emotions Emotions at Work The Positive Effects of Stress, Emotion, and Conflict
• 4 The Self: Preparing the Foundation for Success
• The Self: Knowing Who You Are
• Self Concept Who is in Control?
• When Beliefs about the Self Come True
• Self-Fulfilling Prophecy
• Self-Efficacy Strengthening
• Self-Efficacy A Closer Look at Empowerment
• Building Self-Esteem: Valuing Who You Are
• High and Low Self-Esteem
• Self-Monitoring Devaluing the Self Building High Self-Esteem
• Self Disclosure and Trust: Sharing Your Self
• Trust as the Basis of Human Relationship
• The Johari Window
• The Interaction of Disclosure and Feedback
• 5 The Power of Attitudes and Beliefs
• Attitudes and the Individual
• The ABC's of Attitudes Sources of Attitudes Attitudes and Work Building Positive Attitudes
• Conforming to the Attitudes and Expectations of Others
• Work and Conformity
• The Dangers of Conformity and Obedience A Closer Look at the Extremes of Conformity and Obedience
• Persuasion and Resistance in Attitude Change
• Keeping Our Attitudes Balanced
• When Beliefs Don't Match Monitoring Attitudes and Behavior Accepting the Attitudes of Others
• 6 Skill Acquisition and Development
• Acquiring Interpersonal Skills through Training
• Sensitivity Training Assertiveness Training
• Transactional Analysis Motivation Training
• Prospects for Empowerment through Interpersonal Skills
• Training Methods
• On-The-Job Training A Closer Look at Learning through Modeling Training Methods in Classroom Settings
• Training Programs
• Technical Training Developing Training Programs
• 7 Motivation and Work
• What Makes Us Behave?
• Needs, Drives, and Motivation
• Sequence Value-Based Motivation
• Intrinsic and Extrinsic Motivation
• Maslow's Hierarchy of Needs
• Growth Versus Maintenance Motivation
• Herzberg's Two Factor Approach Acquired Motivation
• Achievement