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15470nam a22003137a 4500 |
| 003 - CONTROL NUMBER IDENTIFIER |
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CITU |
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20231025160341.0 |
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210804b ||||| |||| 00| 0 eng d |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
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| International Standard Book Number |
0136063667 |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
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| International Standard Book Number |
9780136063667 |
| 041 ## - LANGUAGE CODE |
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| Language code of text/sound track or separate title |
eng |
| 082 ## - DEWEY DECIMAL CLASSIFICATION NUMBER |
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| Edition number |
658.3 |
| 100 1# - MAIN ENTRY--PERSONAL NAME |
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| Preferred name for the person |
Dubrin, Andrew J. |
| Relator term |
author |
| 245 ## - TITLE STATEMENT |
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| Title |
Human relations: |
| Remainder of title |
interpersonal job-oriented skills |
| Statement of responsibility, etc |
Andrew J. DuBrin |
| 250 ## - EDITION STATEMENT |
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| Edition statement |
Tenth Edition |
| 264 #1 - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) |
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| Place of publication, distribution, etc |
Upper Saddle River, N. J.: |
| Name of publisher, distributor, etc |
Printice Hall, |
| Date of publication, distribution, etc |
c2009. |
| 300 ## - PHYSICAL DESCRIPTION |
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| Extent |
xxii , 405 pages : |
| Other physical details |
color illustrations ; |
| Dimensions |
27 cm. |
| 336 ## - CONTENT TYPE |
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| Content type term |
text |
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txt |
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rdacontent |
| 337 ## - MEDIA TYPE |
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unmediated |
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n |
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rdamedia |
| 338 ## - CARRIER TYPE |
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volume |
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nc |
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rdacarrier |
| 504 ## - BIBLIOGRAPHY, ETC. NOTE |
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| Bibliography, etc |
Includes bibliographical references (p. 379-393) and index. |
| 505 ## - CONTENTS |
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| Formatted contents note |
PREFACE xvii<br/>CHAPTER 1 A FRAMEWORK FOR INTERPERSONAL SKILL DEVELOPMENT 1<br/>Plan of the Book 2<br/>A Model for Improving Interpersonal Skills 3<br/>Goal or Desired State of Affairs 4<br/>Assessing Reality 5<br/>An Action Plan 5<br/>Feedback on Actions 6<br/>Frequent Practice 6<br/>Identification of Developmental Needs 7<br/>Universal Needs for Improving Interpersonal Relations 9<br/>Developing Interpersonal Skills on the Job 10<br/>Informal Learning 10<br/>Specific Developmental Experiences 12<br/>Summary 12<br/>Questions for Discussion and Review 13<br/>Go to the Web 13<br/>An Interpersonal Relations Case Problem: Can Claims Examiner Carrie Be Helped? 14<br/>An Interpersonal Relations Case Problem: How Do You Say No to Girl Scout Cookies? 15<br/>Interpersonal Skills Role-Play: Selling at the Office 15<br/>CHAPTER 2 UNDERSTANDING INDIVIDUAL DIFFERENCES 16<br/>Personality 17<br/>Eight Major Personality Factors and Traits 17<br/>The Eight Factors and Traits and Job Performance 20<br/>Cognitive Styles and Personality Types 21<br/>Guidelines for Dealing with Different Personality Types 22<br/>Mental Ability 24<br/>Components of Traditional Intelligence 24<br/>Practical Intelligence 25<br/>Multiple Intelligences 27<br/>Emotional Intelligence 28<br/>Guidelines for Relating to People of Different Levels and Types of Intelligence 28<br/>Values as a Source of Individual Differences 29<br/>How Values Are Learned 30<br/>Clarifying Your Values 31<br/>The Mesh between Individual and Job Values 31<br/>Guidelines for Using Values to Enhance Interpersonal Relations 33<br/>Summary 34<br/>Questions for Discussion and Review 34<br/>Go to the Web 35<br/>An Interpersonal Relations Case Problem: Multiple Intelligences in the Office 35<br/>An Interpersonal Relations Case Problem: "We've Got to Make Our Numbers" 36<br/>Interpersonal Skills Role-Play: The "Making the Numbers" Conundrum 37<br/>CHAPTER 3 INTERPERSONAL COMMUNICATION 38<br/>Steps in the Communication Process 39<br/>Relationship Building and Interpersonal Communication 40<br/>Nonverbal Communication in Organizations 42<br/>Modes of Transmission of Nonverbal Communication 42<br/>Guidelines for Improving Nonverbal Communication 45<br/>Guidelines for Overcoming Communication Problems and Barriers 46<br/>Understand the Receiver 47<br/>Minimize Defensive Communication 48<br/>Use Multiple Channels 48<br/>Use Verbal and Nonverbal Feedback 48<br/>Display a Positive Attitude 49<br/>Use Persuasive Communication 49<br/>Engage in Active Listening 51<br/>Prepare for Stressful Conversations 51<br/>Engage in Metacommunication 52<br/>Recognize Gender Differences in Communication Style 53<br/>Summary 56<br/>Questions for Discussion and Review 56<br/>Go to the Web 56<br/>An Interpersonal Relations Case Problem: The Scrutinized Team Member Candidate 57<br/>An Interpersonal Relations Case Problem: The Dental Floss Communication Challenge 58<br/>Interpersonal Skills Role-Play: The Dental Hygienist and Dental Patient Role-Play 59<br/>CHAPTER 4 DEVELOPING TEAMWORK SKILLS 60<br/>Types of Teams 62<br/>Self-Managing Work Teams 62<br/>Cross-Functional Teams 62<br/>Virtual Teams 64<br/>Crews 64<br/>The Advantages and Disadvantages of Teams and Teamwork 65<br/>Advantages of Group Work and Teamwork 65<br/>Disadvantages of Group Work and Teamwork 66<br/>Team Member Roles 67<br/>Guidelines for the Interpersonal Aspects of Team Play 72<br/>Trusting Team Members 72<br/>Displaying a High Level of Cooperation and Collaboration 73<br/>Recognizing the Interests and Achievements of Others 74<br/>Giving Helpful Criticism 74<br/>Sharing the Glory 74<br/>Taking Care Not to Rain on Another Person's Parade 74<br/>Guidelines for the Task Aspects of Team Play 75<br/>Providing Technical Expertise (or Knowledge of the Task) 75<br/>Assuming Responsibility for Problems 75<br/>Seeing the Big Picture 75<br/>Believing in Consensus 76<br/>Focusing on Deadlines 76<br/>Helping Team Members Do Their Jobs Better 76<br/>Being a Good Organizational Citizen 76<br/>Summary 77<br/>Questions for Discussion and Review 78<br/>Go to the Web 78<br/>An Interpersonal Relations Case Problem: Team Building Gone Wild at USPS 79<br/>An Interpersonal Relations Case Problem: Showboat Brent 80<br/>CHAPTER 5 GROUP PROBLEM SOLVING AND DECISION MAKING 81<br/>Rational versus Political Decision Making in Groups 83<br/>Guidelines for Using General Problem-Solving Groups 83<br/>Working through the Group Problem-Solving Steps 84<br/>Managing Disagreement about Group Decision Making 86<br/>Aiming for Inquiry versus Advocacy in Group Decision Making 86<br/>Guidelines for Brainstorming 87<br/>Guidelines for Electronic Brainstorming 88<br/>Limitations to Spoken Brainstorming 88<br/>The Electronic Brainstorming Procedure 90<br/>Guidelines for the Nominal Group Technique 90<br/>Using Standup Meetings to Facilitate Problem Solving 94<br/>Using E-Mail and Groupware to Facilitate Group Decision Making 95<br/>Using E-Mail to Facilitate Meetings 95<br/>Using Groupware to Facilitate Group Problem Solving 96<br/>Summary 96<br/>Questions for Discussion and Review 97<br/>Go to the Web 98<br/>An Interpersonal Relations Case Problem: Struggling to Make a Decision at BMI 98<br/>An Interpersonal Relations Case Problem: The Great Wiper Blade Mystery 99<br/>CHAPTER 6 CROSS-CULTURAL RELATIONS AND DIVERSITY 101<br/>The Diversity Umbrella 102<br/>Understanding Cultural Differences 104<br/>Cultural Sensitivity 104<br/>Cultural Intelligence 105<br/>Respect for All Workers and Cultures 106<br/>Cultural Fluency 106<br/>Dimensions of Differences in Cultural Values 106<br/>Cultural Bloopers 109<br/>Overcoming Cross-Cultural Communication Barriers 112<br/>Business Implications of Understanding Cultural Differences 113<br/>Techniques for Improving Cross-Cultural Relations 114<br/>Cultural Training 114<br/>Cultural Intelligence Training 114<br/>Language Training 116<br/>Diversity Training 117<br/>Summary 118<br/>Questions for Discussion and Review 119<br/>Go to the Web 120<br/>An Interpersonal Relations Case Problem: Ralph Lauren Seeks Racial Harmony 120<br/>Interpersonal Relations Case Problem: The Transgender Pharmacist 122<br/>CHAPTER 7 RESOLVING CONFLICTS WITH OTHERS 123<br/>Sources of Interpersonal Conflict in Organizations 124<br/>Competition for Limited Resources 124<br/>Role Conflict 124<br/>Competing Work and Family Demands 127<br/>Personality Clashes 127<br/>Aggressive Personalities, Including Bullies 128<br/>Incivility and Rudeness 128<br/>Conflict-Management Styles 130<br/>Competitive Style 130<br/>Accommodative Style 130<br/>Sharing Style 131<br/>Collaborative Style 131<br/>Avoidant Style 131<br/>Guidelines and Techniques for Resolving Conflicts 132<br/>Confrontation and Problem Solving 132<br/>Constructive Handling of Criticism 133<br/>Cognitive Restructuring 135<br/>Negotiating and Bargaining 135<br/>Combatting Sexual Harassment: A Special Type of Conflict 139<br/>Types and Frequency of Harassment 139<br/>The Adverse Effects of Sexual Harassment 140<br/>Guidelines for Preventing and Dealing with Sexual Harassment 140<br/>Summary 143<br/>Questions for Discussion and Review 143<br/>Go to the Web 144<br/>An Interpersonal Relations Case Problem: A Concern About Violence 144<br/>An Interpersonal Relations Case Problem: Caught in a Squeeze 145<br/>Interpersonal Skills Role-Play: Conflict Resolution Role-Play 146<br/>CHAPTER 8 BECOMING AN EFFECTIVE LEADER 147<br/>Key Leadership Traits to Develop 148<br/>Self-Confidence 148<br/>Assertiveness 149<br/>Trustworthiness and Morality 152<br/>Emotional Stability 152<br/>Sense of Humor 153<br/>Self-Awareness and Self-Objectivity 153<br/>Cognitive Skills and Clarity 154<br/>Emotional Intelligence 155<br/>Passion and Enthusiasm 155<br/>Suggestions for Developing Charisma 156<br/>Developing Team Leadership Skills 158<br/>Build a Mission Statement 160<br/>Show Your Team Members That They Are Trusted 161<br/>Establish a Sense of Urgency and High Performance Standards 161<br/>Encourage Team Members to Recognize Each Other's Accomplishments 161<br/>Encourage Honest Criticism 161<br/>Use Team Symbols 162<br/>Use Peer Evaluations 162<br/>Help Team Members See the Big Picture 162<br/>Minimize Formation of In-Groups and Out-Groups 162<br/>Developing Your Leadership Potential 163<br/>Summary 165<br/>Questions for Discussion and Review 166<br/>Go to the Web 167<br/>An Interpersonal Relations Case Problem: Low-Key Mike Hurd gets the Top Spot at HP 167<br/>An Interpersonal Relations Case Problem: Charismatically Challenged Colleen 168<br/>CHAPTER 9 MOTIVATING OTHERS 169<br/>Motivation Skill Based on the Principle of "What's In It For Me?" 171<br/>Using Positive Reinforcement to Motivate Others 172<br/>Using Recognition to Motivate Others 176<br/>Using Expectancy Theory to Motivate Others 178<br/>Capsule Overview of Expectancy Theory 179<br/>Basic Components of Expectancy Theory 179<br/>How Moods Influence Expectancy Theory 180<br/>Diagnosing Motivation with Expectancy Theory 182<br/>Guidelines for Applying Expectancy Theory 182<br/>Summary 184<br/>Questions for Discussion and Review 185<br/>Go to the Web 185<br/>An Interpersonal Relations Case Problem: Motivating the Kitchen Staff at the Blue Gardenia 185<br/>An Interpersonal Relations Case Problem: Rewards and Recognition at Tel-Service 186<br/>CHAPTER 10 HELPING OTHERS DEVELOP AND GROW 188<br/>Being a Nurturing, Positive Person 189<br/>Being a Mentor to Coworkers 191<br/>Coaching and Training Others 194<br/>Coaching Skills and Techniques 194<br/>Training Others 196<br/>Helping Difficult People 200<br/>Types of Difficult People 202<br/>Tactics for Dealing with Difficult People 203<br/>Summary 205<br/>Questions for Discussion and Review 206<br/>Go to the Web 207<br/>An Interpersonal Relations Case Problem: The Demanding Prot¿g¿ 207<br/>An Interpersonal Relations Case Problem: The Nightmare in The Logistics Department 208<br/>CHAPTER 11 POSITIVE POLITICAL SKILLS 210<br/>Impression Management and Etiquette 213<br/>Tactics of Impression Management 214<br/>Business Etiquette 215<br/>Building Relationships with Managers and Other Key People 221<br/>Network with Influential People 222<br/>Help Your Manager Succeed 222<br/>Volunteer for Assignments 223<br/>Flatter Influential People 223<br/>Use Information Power 224<br/>Admit Mistakes 224<br/>Appear Cool under Pressure 225<br/>Laugh at Your Manager's Humor 225<br/>Express Constructive Disagreement 225<br/>Building Relationships with Coworkers and Other Work Associates 226<br/>Maintain Honest and Open Relationships 227<br/>Make Others Feel Important 227<br/>Be Diplomatic 229<br/>Exchange Favors 229<br/>Ask for Advice 229<br/>Share Constructive Gossip 229<br/>Minimize Microinequities 230<br/>Follow Group Norms 230<br/>Avoiding Political Blunders 231<br/>Summary 233<br/>Questions for Discussion and Review 233<br/>Go to the Web 234<br/>An Interpersonal Relations Case Problem: What Do My Table Manners Have to Do with the Job? 234<br/>An Interpersonal Relations Case Problem: The Unnoticed Group Member 235<br/>CHAPTER 12 CUSTOMER SATISFACTION SKILLS 237<br/>Following the General Principles of Customer Satisfaction 238<br/>Be Satisfied So You Can Provide Better Customer Service 240<br/>Receive Emotional Support from Coworkers to Give Better Customer Service 241<br/>Understand Customer Needs and Put Them First 242<br/>Focus on Solving Problems, Not Just Taking Orders 242<br/>Respond Positively to Moments of Truth 243<br/>Be Ready to Accept Empowerment 243<br/>Enhance Customer Service through Information Technology 245<br/>Avoid Rudeness and Hostility toward Customers 246<br/>Creating A Bond With Your Customer 247<br/>Create a Welcoming Attitude, Including a Smile 248<br/>Provide Exceptional Service 248<br/>Show Care and Concern 248<br/>Make the Buyer Feel Good 249<br/>Build a Personal Relationship 249<br/>Invite the Customer Back 249<br/>Dealing with Customer Dissatisfaction 250<br/>Deal Constructively with Customer Complaints and Anger 252<br/>Involve the Customer in Working Out the Problem 253<br/>Anticipate How to Handle an Unreasonable Request 253<br/>Maintain a Realistic Customer Retention Attitude 254<br/>Customer Service Training at a Luxury Hotel Chain 255<br/>Summary 256<br/>Questions for Discussion and Review 257<br/>Go to the Web 258<br/>An Interpersonal Relations Case Problem: Repeat Business at Whopper Wash 258<br/>An Interpersonal Relations Case Problem: The Troublesome Big Screen 259<br/>CHAPTER 13 ENHANCING ETHICAL BEHAVIOR 260<br/>Why be Concerned about Business Ethics? 262<br/>Common Ethical Problems 263<br/>Why Being Ethical Isn't Easy 263<br/>A Survey of the Extent of Ethical Problems 264<br/>Frequent Ethical Dilemmas 264<br/>Choosing between Two Rights: Dealing with Defining Moments 267<br/>Guidelines for Behaving Ethically 269<br/>Developing the Right Character Traits 269<br/>Following a Guide to Ethical Decision Making 271<br/>Developing Strong Relationships with Work Associates 273<br/>Using Corporate Ethics Programs 275<br/>Following an Applicable Professional Code of Conduct 276<br/>Summary 277<br/>Questions for Discussion and Review 277<br/>Go to the Web 278<br/>An Interpersonal Relations Case Problem: "Help, I'm a Victim of Click Fraud" 278<br/>An Interpersonal Relations Case Problem: The Highly Rated, But Expendable Marsha 279<br/>Interpersonal Skills Role-Play: Confronting the Ethical Deviant 280<br/>CHAPTER 14 STRESS MANAGEMENT AND PERSONAL PRODUCTIVITY 281<br/>Understanding and Managing Stress 282<br/>Symptoms and Consequences of Stress 282<br/>Personality and Job Factors Contributing to Stress 285<br/>Methods and Techniques for Stress Management 287<br/>Improving Personal Productivity 291<br/>Dealing with Procrastination 291<br/>Enhancing Personal Productivity through Attitudes and Values 293<br/>Enhancing Personal Productivity through work Habits and Skills 296<br/>Overcoming Time Wasters 299<br/>Summary 302<br/>Questions for Discussion and Review 303<br/>Go to the Web 303<br/>An Interpersonal Relations Case Problem: The New Marketing Assistant 304<br/>An Interpersonal Relations Case Problem: Geomania Naps 305<br/>CHAPTER 15 JOB SEARCH AND CAREER MANAGEMENT SKILLS 307<br/>Conducting a Job Search 308<br/>Job-Hunting Tactics 308<br/>The Job R¿sum¿ and Cover Letter 312<br/>Performing Well in a Job Interview 315<br/>The Vertical and Horizontal Career Paths 318<br/>The Vertical (Traditional) Career Path 318<br/>The Horizontal Career Path 320<br/>Career Advancement Strategies and Tactics 321<br/>Be Passionate about and Proud of Your Work 321<br/>Develop a Code of Professional Ethics 322<br/>Develop a Proactive Personality 322<br/>Keep Growing through Continuous Learning and Self-Development 322<br/>Document Your Accomplishments 323<br/>Project a Professional Image 323<br/>Perceive Yourself as a Provider of Services 324<br/>Apply the High-Performance Pyramid 324<br/>Develop Depth and Breadth 325<br/>Rely on a Network of Successful People 325<br/>Work with a Mentor 326<br/>Find a Good Person-Organization Fit 326<br/>Take Sensible Risks 329<br/>Emphasize Relationships to Combat Being Outsourced 329<br/>Summary 329<br/>Questions for Discussion and Review 331<br/>Go to the Web 331<br/>An Interpersonal Relations Case Problem: Why Isn't My R¿sum¿ Getting Results? 331<br/>Interpersonal Skills Role-Play: Helping Billy Joe with his R¿sum¿ 332<br/>An Interpersonal Relations Case Problem: San Deep Wants the Fast Track 333<br/>GLOSSARY 335<br/>REFERENCES 339<br/>INDEX 349 |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
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| Topical term or geographic name as entry element |
Industrial sociology |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
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| Topical term or geographic name as entry element |
Personnel management |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
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| Topical term or geographic name as entry element |
Organizational behavior |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
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| Topical term or geographic name as entry element |
Interpersonal relations |
| 942 ## - ADDED ENTRY ELEMENTS |
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| Source of classification or shelving scheme |
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| Item type |
BOOK |