TY - BOOK AU - Dubrin,Andrew J. TI - Human relations: interpersonal job-oriented skills SN - 0136063667 PY - 2009/// CY - Upper Saddle River, N. J. PB - Printice Hall KW - Industrial sociology KW - Personnel management KW - Organizational behavior KW - Interpersonal relations N1 - Includes bibliographical references (p. 379-393) and index; PREFACE xvii CHAPTER 1 A FRAMEWORK FOR INTERPERSONAL SKILL DEVELOPMENT 1 Plan of the Book 2 A Model for Improving Interpersonal Skills 3 Goal or Desired State of Affairs 4 Assessing Reality 5 An Action Plan 5 Feedback on Actions 6 Frequent Practice 6 Identification of Developmental Needs 7 Universal Needs for Improving Interpersonal Relations 9 Developing Interpersonal Skills on the Job 10 Informal Learning 10 Specific Developmental Experiences 12 Summary 12 Questions for Discussion and Review 13 Go to the Web 13 An Interpersonal Relations Case Problem: Can Claims Examiner Carrie Be Helped? 14 An Interpersonal Relations Case Problem: How Do You Say No to Girl Scout Cookies? 15 Interpersonal Skills Role-Play: Selling at the Office 15 CHAPTER 2 UNDERSTANDING INDIVIDUAL DIFFERENCES 16 Personality 17 Eight Major Personality Factors and Traits 17 The Eight Factors and Traits and Job Performance 20 Cognitive Styles and Personality Types 21 Guidelines for Dealing with Different Personality Types 22 Mental Ability 24 Components of Traditional Intelligence 24 Practical Intelligence 25 Multiple Intelligences 27 Emotional Intelligence 28 Guidelines for Relating to People of Different Levels and Types of Intelligence 28 Values as a Source of Individual Differences 29 How Values Are Learned 30 Clarifying Your Values 31 The Mesh between Individual and Job Values 31 Guidelines for Using Values to Enhance Interpersonal Relations 33 Summary 34 Questions for Discussion and Review 34 Go to the Web 35 An Interpersonal Relations Case Problem: Multiple Intelligences in the Office 35 An Interpersonal Relations Case Problem: "We've Got to Make Our Numbers" 36 Interpersonal Skills Role-Play: The "Making the Numbers" Conundrum 37 CHAPTER 3 INTERPERSONAL COMMUNICATION 38 Steps in the Communication Process 39 Relationship Building and Interpersonal Communication 40 Nonverbal Communication in Organizations 42 Modes of Transmission of Nonverbal Communication 42 Guidelines for Improving Nonverbal Communication 45 Guidelines for Overcoming Communication Problems and Barriers 46 Understand the Receiver 47 Minimize Defensive Communication 48 Use Multiple Channels 48 Use Verbal and Nonverbal Feedback 48 Display a Positive Attitude 49 Use Persuasive Communication 49 Engage in Active Listening 51 Prepare for Stressful Conversations 51 Engage in Metacommunication 52 Recognize Gender Differences in Communication Style 53 Summary 56 Questions for Discussion and Review 56 Go to the Web 56 An Interpersonal Relations Case Problem: The Scrutinized Team Member Candidate 57 An Interpersonal Relations Case Problem: The Dental Floss Communication Challenge 58 Interpersonal Skills Role-Play: The Dental Hygienist and Dental Patient Role-Play 59 CHAPTER 4 DEVELOPING TEAMWORK SKILLS 60 Types of Teams 62 Self-Managing Work Teams 62 Cross-Functional Teams 62 Virtual Teams 64 Crews 64 The Advantages and Disadvantages of Teams and Teamwork 65 Advantages of Group Work and Teamwork 65 Disadvantages of Group Work and Teamwork 66 Team Member Roles 67 Guidelines for the Interpersonal Aspects of Team Play 72 Trusting Team Members 72 Displaying a High Level of Cooperation and Collaboration 73 Recognizing the Interests and Achievements of Others 74 Giving Helpful Criticism 74 Sharing the Glory 74 Taking Care Not to Rain on Another Person's Parade 74 Guidelines for the Task Aspects of Team Play 75 Providing Technical Expertise (or Knowledge of the Task) 75 Assuming Responsibility for Problems 75 Seeing the Big Picture 75 Believing in Consensus 76 Focusing on Deadlines 76 Helping Team Members Do Their Jobs Better 76 Being a Good Organizational Citizen 76 Summary 77 Questions for Discussion and Review 78 Go to the Web 78 An Interpersonal Relations Case Problem: Team Building Gone Wild at USPS 79 An Interpersonal Relations Case Problem: Showboat Brent 80 CHAPTER 5 GROUP PROBLEM SOLVING AND DECISION MAKING 81 Rational versus Political Decision Making in Groups 83 Guidelines for Using General Problem-Solving Groups 83 Working through the Group Problem-Solving Steps 84 Managing Disagreement about Group Decision Making 86 Aiming for Inquiry versus Advocacy in Group Decision Making 86 Guidelines for Brainstorming 87 Guidelines for Electronic Brainstorming 88 Limitations to Spoken Brainstorming 88 The Electronic Brainstorming Procedure 90 Guidelines for the Nominal Group Technique 90 Using Standup Meetings to Facilitate Problem Solving 94 Using E-Mail and Groupware to Facilitate Group Decision Making 95 Using E-Mail to Facilitate Meetings 95 Using Groupware to Facilitate Group Problem Solving 96 Summary 96 Questions for Discussion and Review 97 Go to the Web 98 An Interpersonal Relations Case Problem: Struggling to Make a Decision at BMI 98 An Interpersonal Relations Case Problem: The Great Wiper Blade Mystery 99 CHAPTER 6 CROSS-CULTURAL RELATIONS AND DIVERSITY 101 The Diversity Umbrella 102 Understanding Cultural Differences 104 Cultural Sensitivity 104 Cultural Intelligence 105 Respect for All Workers and Cultures 106 Cultural Fluency 106 Dimensions of Differences in Cultural Values 106 Cultural Bloopers 109 Overcoming Cross-Cultural Communication Barriers 112 Business Implications of Understanding Cultural Differences 113 Techniques for Improving Cross-Cultural Relations 114 Cultural Training 114 Cultural Intelligence Training 114 Language Training 116 Diversity Training 117 Summary 118 Questions for Discussion and Review 119 Go to the Web 120 An Interpersonal Relations Case Problem: Ralph Lauren Seeks Racial Harmony 120 Interpersonal Relations Case Problem: The Transgender Pharmacist 122 CHAPTER 7 RESOLVING CONFLICTS WITH OTHERS 123 Sources of Interpersonal Conflict in Organizations 124 Competition for Limited Resources 124 Role Conflict 124 Competing Work and Family Demands 127 Personality Clashes 127 Aggressive Personalities, Including Bullies 128 Incivility and Rudeness 128 Conflict-Management Styles 130 Competitive Style 130 Accommodative Style 130 Sharing Style 131 Collaborative Style 131 Avoidant Style 131 Guidelines and Techniques for Resolving Conflicts 132 Confrontation and Problem Solving 132 Constructive Handling of Criticism 133 Cognitive Restructuring 135 Negotiating and Bargaining 135 Combatting Sexual Harassment: A Special Type of Conflict 139 Types and Frequency of Harassment 139 The Adverse Effects of Sexual Harassment 140 Guidelines for Preventing and Dealing with Sexual Harassment 140 Summary 143 Questions for Discussion and Review 143 Go to the Web 144 An Interpersonal Relations Case Problem: A Concern About Violence 144 An Interpersonal Relations Case Problem: Caught in a Squeeze 145 Interpersonal Skills Role-Play: Conflict Resolution Role-Play 146 CHAPTER 8 BECOMING AN EFFECTIVE LEADER 147 Key Leadership Traits to Develop 148 Self-Confidence 148 Assertiveness 149 Trustworthiness and Morality 152 Emotional Stability 152 Sense of Humor 153 Self-Awareness and Self-Objectivity 153 Cognitive Skills and Clarity 154 Emotional Intelligence 155 Passion and Enthusiasm 155 Suggestions for Developing Charisma 156 Developing Team Leadership Skills 158 Build a Mission Statement 160 Show Your Team Members That They Are Trusted 161 Establish a Sense of Urgency and High Performance Standards 161 Encourage Team Members to Recognize Each Other's Accomplishments 161 Encourage Honest Criticism 161 Use Team Symbols 162 Use Peer Evaluations 162 Help Team Members See the Big Picture 162 Minimize Formation of In-Groups and Out-Groups 162 Developing Your Leadership Potential 163 Summary 165 Questions for Discussion and Review 166 Go to the Web 167 An Interpersonal Relations Case Problem: Low-Key Mike Hurd gets the Top Spot at HP 167 An Interpersonal Relations Case Problem: Charismatically Challenged Colleen 168 CHAPTER 9 MOTIVATING OTHERS 169 Motivation Skill Based on the Principle of "What's In It For Me?" 171 Using Positive Reinforcement to Motivate Others 172 Using Recognition to Motivate Others 176 Using Expectancy Theory to Motivate Others 178 Capsule Overview of Expectancy Theory 179 Basic Components of Expectancy Theory 179 How Moods Influence Expectancy Theory 180 Diagnosing Motivation with Expectancy Theory 182 Guidelines for Applying Expectancy Theory 182 Summary 184 Questions for Discussion and Review 185 Go to the Web 185 An Interpersonal Relations Case Problem: Motivating the Kitchen Staff at the Blue Gardenia 185 An Interpersonal Relations Case Problem: Rewards and Recognition at Tel-Service 186 CHAPTER 10 HELPING OTHERS DEVELOP AND GROW 188 Being a Nurturing, Positive Person 189 Being a Mentor to Coworkers 191 Coaching and Training Others 194 Coaching Skills and Techniques 194 Training Others 196 Helping Difficult People 200 Types of Difficult People 202 Tactics for Dealing with Difficult People 203 Summary 205 Questions for Discussion and Review 206 Go to the Web 207 An Interpersonal Relations Case Problem: The Demanding Prot¿g¿ 207 An Interpersonal Relations Case Problem: The Nightmare in The Logistics Department 208 CHAPTER 11 POSITIVE POLITICAL SKILLS 210 Impression Management and Etiquette 213 Tactics of Impression Management 214 Business Etiquette 215 Building Relationships with Managers and Other Key People 221 Network with Influential People 222 Help Your Manager Succeed 222 Volunteer for Assignments 223 Flatter Influential People 223 Use Information Power 224 Admit Mistakes 224 Appear Cool under Pressure 225 Laugh at Your Manager's Humor 225 Express Constructive Disagreement 225 Building Relationships with Coworkers and Other Work Associates 226 Maintain Honest and Open Relationships 227 Make Others Feel Important 227 Be Diplomatic 229 Exchange Favors 229 Ask for Advice 229 Share Constructive Gossip 229 Minimize Microinequities 230 Follow Group Norms 230 Avoiding Political Blunders 231 Summary 233 Questions for Discussion and Review 233 Go to the Web 234 An Interpersonal Relations Case Problem: What Do My Table Manners Have to Do with the Job? 234 An Interpersonal Relations Case Problem: The Unnoticed Group Member 235 CHAPTER 12 CUSTOMER SATISFACTION SKILLS 237 Following the General Principles of Customer Satisfaction 238 Be Satisfied So You Can Provide Better Customer Service 240 Receive Emotional Support from Coworkers to Give Better Customer Service 241 Understand Customer Needs and Put Them First 242 Focus on Solving Problems, Not Just Taking Orders 242 Respond Positively to Moments of Truth 243 Be Ready to Accept Empowerment 243 Enhance Customer Service through Information Technology 245 Avoid Rudeness and Hostility toward Customers 246 Creating A Bond With Your Customer 247 Create a Welcoming Attitude, Including a Smile 248 Provide Exceptional Service 248 Show Care and Concern 248 Make the Buyer Feel Good 249 Build a Personal Relationship 249 Invite the Customer Back 249 Dealing with Customer Dissatisfaction 250 Deal Constructively with Customer Complaints and Anger 252 Involve the Customer in Working Out the Problem 253 Anticipate How to Handle an Unreasonable Request 253 Maintain a Realistic Customer Retention Attitude 254 Customer Service Training at a Luxury Hotel Chain 255 Summary 256 Questions for Discussion and Review 257 Go to the Web 258 An Interpersonal Relations Case Problem: Repeat Business at Whopper Wash 258 An Interpersonal Relations Case Problem: The Troublesome Big Screen 259 CHAPTER 13 ENHANCING ETHICAL BEHAVIOR 260 Why be Concerned about Business Ethics? 262 Common Ethical Problems 263 Why Being Ethical Isn't Easy 263 A Survey of the Extent of Ethical Problems 264 Frequent Ethical Dilemmas 264 Choosing between Two Rights: Dealing with Defining Moments 267 Guidelines for Behaving Ethically 269 Developing the Right Character Traits 269 Following a Guide to Ethical Decision Making 271 Developing Strong Relationships with Work Associates 273 Using Corporate Ethics Programs 275 Following an Applicable Professional Code of Conduct 276 Summary 277 Questions for Discussion and Review 277 Go to the Web 278 An Interpersonal Relations Case Problem: "Help, I'm a Victim of Click Fraud" 278 An Interpersonal Relations Case Problem: The Highly Rated, But Expendable Marsha 279 Interpersonal Skills Role-Play: Confronting the Ethical Deviant 280 CHAPTER 14 STRESS MANAGEMENT AND PERSONAL PRODUCTIVITY 281 Understanding and Managing Stress 282 Symptoms and Consequences of Stress 282 Personality and Job Factors Contributing to Stress 285 Methods and Techniques for Stress Management 287 Improving Personal Productivity 291 Dealing with Procrastination 291 Enhancing Personal Productivity through Attitudes and Values 293 Enhancing Personal Productivity through work Habits and Skills 296 Overcoming Time Wasters 299 Summary 302 Questions for Discussion and Review 303 Go to the Web 303 An Interpersonal Relations Case Problem: The New Marketing Assistant 304 An Interpersonal Relations Case Problem: Geomania Naps 305 CHAPTER 15 JOB SEARCH AND CAREER MANAGEMENT SKILLS 307 Conducting a Job Search 308 Job-Hunting Tactics 308 The Job R¿sum¿ and Cover Letter 312 Performing Well in a Job Interview 315 The Vertical and Horizontal Career Paths 318 The Vertical (Traditional) Career Path 318 The Horizontal Career Path 320 Career Advancement Strategies and Tactics 321 Be Passionate about and Proud of Your Work 321 Develop a Code of Professional Ethics 322 Develop a Proactive Personality 322 Keep Growing through Continuous Learning and Self-Development 322 Document Your Accomplishments 323 Project a Professional Image 323 Perceive Yourself as a Provider of Services 324 Apply the High-Performance Pyramid 324 Develop Depth and Breadth 325 Rely on a Network of Successful People 325 Work with a Mentor 326 Find a Good Person-Organization Fit 326 Take Sensible Risks 329 Emphasize Relationships to Combat Being Outsourced 329 Summary 329 Questions for Discussion and Review 331 Go to the Web 331 An Interpersonal Relations Case Problem: Why Isn't My R¿sum¿ Getting Results? 331 Interpersonal Skills Role-Play: Helping Billy Joe with his R¿sum¿ 332 An Interpersonal Relations Case Problem: San Deep Wants the Fast Track 333 GLOSSARY 335 REFERENCES 339 INDEX 349 ER -