Effective Human Relations This page intentionally left blank Effective Human Relations Interpersonal and Organizational Applications ELEVENTH EDITION BARRY L REECE, EMERITUS Virginia Polytechnic Institute and State University RHONDA BRANDT KAREN F HOWIE Northwestern Michigan College Australia • Brazil • Japan • Korea • Mexico • Singapore • Spain • United Kingdom • United States Effective Human Relations: Interpersonal and Organizational Applications, Eleventh Edition Barry L Reece, Rhonda Brandt, Karen F Howie Vice President of Editorial, Business: Jack W Calhoun Editor-in-Chief: Melissa Acuna Senior Acquisitions Editor: Michele Rhoades Senior Developmental Editor: Julia Chase Senior Editorial Assistant: Ruth Belanger Marketing Manager: Clinton Kernen Senior Marketing Communications Manager: Jim Overly Senior Content Project Manager: Kim Kusnerak Production Technology Analyst: Emily Gross Media Editor: Rob Ellington Frontlist Buyer, Manufacturing: Arethea Thomas Production Service: 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Colleen, 1964–2003 Barry L Reece To Annika, Alexander, and Diane Howie Karen Kozlowski Howie This page intentionally left blank Brief Contents PART HUMAN RELATIONS: THE KEY TO PERSONAL GROWTH AND CAREER SUCCESS 1 Introduction to Human Relations Improving Personal and Organizational Communications PART Understanding Your Communication Style Building High Self-Esteem Personal Values Influence Ethical Choices Attitudes Can Shape Your Life Motivating Yourself and Others PART 49 CAREER SUCCESS BEGINS WITH KNOWING YOURSELF 51 77 99 121 141 PERSONAL STRATEGIES FOR IMPROVING HUMAN RELATIONS Improving Interpersonal Relations with Constructive Self-Disclosure 165 Achieving Emotional Balance in a Chaotic World 187 10 Building Stronger Relationships with Positive Energy 11 Developing a Professional Presence PART IF WE ALL WORK TOGETHER… 13 Resolving Conflict and Dealing with Difficult People 253 SPECIAL CHALLENGES IN HUMAN RELATIONS Responding to Personal and Work-Related Stress 15 Valuing Work Force Diversity 16 The Changing Roles of Men and Women 17 277 301 14 YOU CAN PLAN FOR SUCCESS 209 251 Team Building: A Leadership Strategy PART 163 229 12 PART 25 303 325 349 375 A Life Plan for Effective Human Relations 377 vii This page intentionally left blank Contents About the Authors xv Preface xvii PART CHAPTER HUMAN RELATIONS: THE KEY TO PERSONAL GROWTH AND CAREER SUCCESS Introduction to Human Relations The Nature, Purpose, and Importance of Human Relations Major Developments That Give New Importance to Human Relations The Forces Influencing Behavior at Work The Development of the Human Relations Movement Major Themes in Human Relations 10 13 16 Human Relations: Benefits to You 19 Looking Back: Reviewing the Concepts • On the Job Q & A: Skills You Can Take Anywhere • Key Terms • Try Your Hand • Internet Insights 23 Below the Surface: In Search of Meaningful Work 23 Closing Case: Challenges in the New Economy CHAPTER Improving Personal and Organizational Communications 25 Communication in a High-Tech World The Communication Process Communication Filters 26 27 28 How to Improve Personal Communication Communications in Organizations 34 39 Communicating via Technology 40 Looking Back: Reviewing the Concepts • On the Job Q & A: Standing Out in the Crowd • Key Terms • Try Your Hand • Internet Insights Below the Surface: The Erosion of Attention Closing Case: Communication Breakdown PART CHAPTER 47 48 CAREER SUCCESS BEGINS WITH KNOWING YOURSELF 49 Understanding Your Communication Style 51 Communication Styles: An Introduction The Communication Style Model 54 Versatility: The Third Dimension 67 A Final Word of Caution 51 70 ix 436 Name Index United Airlines, 139 United Parcel Service (UPS), 236 University of Michigan, 342 UpStream Publications, 77, 96 Ury, William, 288 US Airways, 139, 212 U.S Department of Agriculture, 392 U.S Department of Justice, 335 U.S Department of Labor, 360 U.S Marine Corps, 228 U.S Olympic Training Center, 90 U.S Supreme Court, 342, 364, 366, 371–372 V Valen Foundation, 97 Vanguard Car Rental USA, 335 Vanover, Larry, 196 Victoria’s Secret, 237 Vincent, Benoit, 184–185 Viselman, Ken, 173 W Walker, Rob, 286 Wall Street Journal, 8, 15, 23, 111, 192, 209, 227, 358, 389 Wal-Mart, 293 Walters, Ronald, 329 Warner, Judith, 357 Waterman, Robert, 15, 16 Watkins, Sherron, 113, 114 Watson, Joe, 338 Wayne, John, 103 Weeks, Dudley, 278 Weihenmayer, Erik, 161 Weiner, Alan Jay, 298 Weiner, Edith, 310 Welch, Jack, 88, 124, 169, 178 Welch, Suzy, 178 White, Valerie, 231–232 Wilson Learning Corporation, 63, 67 Winfrey, Oprah, 84, 248, 392 Wing, Stephen, 329 Winnebago Industries, 40 Winning Workplaces, 209, 227 Wittstock, Greg, 127 Women for Hire, 30 Woods, Tiger, 332, 333 Workplace Violence Research Institute, 197 WorldCom, 7, 100, 111, 113, 139, 355 World Golf Tour, 152 World Trade Center, 7, 106 Worthington Industries, 391 Y Yahoo.com, 351 Z Zagat, 187 Zappos.com, 380–381 Zimmerman, Beth, 131 Zuboff, Shoshana, 97 Subject Index Note: Page numbers in italic type indicate illustrations Figures and tables are indicated, respectively, by f or t following the page number A Abdominal breathing, 314 Accommodating style, 288 Accountability, 259f Active listening, 36, 37, 219 Adolescence, and self-esteem, 81–82 Adulthood, and self-esteem, 82 Adversarial management, 280 Affinity groups, 337 Affirmative action, 342–343 African Americans, 331, 333, 342 Age discrimination, 330–331 Age Discrimination in Employment Act, 342 Aggressive behavior, 283, 283t Alabama, 277, 298 Alternative Dispute Resolution, 291 Americans with Disabilities Act (ADA), 333–335, 342 Anchor person, 132 Anger, 194–197 dealing with other people’s, 196–197 expressing, 195–196 managing, 194–195 Anthropology, Anxiety, 318 Apologies, 174–175 Apparel See Clothing Appearance See Professional presence Arbitration, 292 Arrogance, 129 The Art of Happiness (Dalai Lama), 130 Asians, 333 Assertive behavior, 283, 283t Assertiveness training, 56, 283–284 Assumptions, 233–234 Attitudes, 121–136 changing, 130–134 communication barriers, 30–31 defined, 122 formation of, 125–128 importance of, 122–125 influence of, 124 information age, 124 organizational efforts to improve, 135–136 prejudices, 327–329, 339, 347 spirituality, 390–391 valued by employers, 128– 129 values and behaviors in relation to, 123f Authenticity, 168–169 Avoidance style, 288 B Baby Boomers, 103t, 154f Backstabbers, 282f Balance, work-life See Worklife balance Behavior influences on, 10–13, 10f, 14, 188f personal characteristics, 12–13 self-esteem, 83–85, 92–94 values and attitudes in relation to, 123f Behavioral science, 8–9 Be Your Own Brand (McNally and Speak), 229, 230, 247 Bias communication-style, 8, 53 coworker diversity, 129 437 438 Subject Index gender, 350–351, 363–366 relationship management, See also Prejudice Bigotry, 347 Blind area, 170 Blink (Gladwell), 233 Body language, 31–34 cultural differences, 32, 34, 34, 54, 194 eye contact, 32 facial expressions, 33 gestures, 33, 34 image projection, 238 mirroring, 53 personal space, 33–34 See also Nonverbal messages Born to Win (James and Jongeward), 193 Boss-employee relationship, 269–270 Branding, 229, 233, 247, 388 Breadwinners, 351, 352, 358, 359t Breathing exercises, 313–314 Broken Music (Sting), 3, 23 Buddhism, 382 Built to Last (Collins), 15 Bullies, 281, 282f Burnout, 319–320 Business casual attire, 237– 238 Buzzwords, 28–29 C Career activists, 388 Career apparel, 236 Career Ethic Inventory, 112 Care of the Soul (Moore), Cell phone etiquette, 242 Challenger space shuttle, 279 Change conflict caused by, 280 openness to, 128–130 planning for, 395–397 stress caused by, 306–307 Channels of communication, 39–40 Character, 100, 104, 267 Character tests, 112 Cheating, 99 Child care, 359–360 Childhood prejudices formed in, 328 and self-esteem, 81 Choice, 383–384 Christianity, 333 Civil Rights Act, 342, 349, 364 Class (personal characteristic), 248 Class (society), 328, 343 Clothing, 235–238, 237t Coaching, 264 Codes of ethics, 110–112 Collective bargaining, 292 Comfort zone, 156 Commitment, 259f Communication assertiveness, 284 conflict rooted in, 280 effective, 34–39 filters, 28–34 high-tech, 26 impersonal vs interpersonal, 27 importance of, 16–17 open, 262 organizations, 39–40 process, 27–28, 28f, 29f responsibility for, 34 self-disclosure, 167 speed, 43–44 technology, 40–44 See also Body language; Communication style; Nonverbal messages Communication-style bias, 8, 53 Communication styles basic, 59–64, 59f bias, 8, 53 cautions, 70–72 defined, 52 director, 51, 60–61, 61f, 69 dominance continuum, 54, 54f, 55f, 56 emotive, 59–60, 60f, 69 employee-boss relationship, 270 excess zone, 65–66, 66f, 67, 70 fundamental concepts, 53– 54 gender, 366–367 identification of, 66–67 intensity zones, 64–66, 65f model of, 54–67 online assessment, 64 reflective, 51, 62, 62f, 69 sociability continuum, 56– 57, 57f, 58f, 59 strengths/weaknesses, 71– 72 supportive, 62–63, 63f, 70 variation within, 64–66, 65f versatility, 67–70 Competence, emotional, 189 Competition for resources, 280–281 Competitive advantage, diversity as aid to, 325, 341 Complete cycle breathing, 313–314 Compressed workweek, 361 Compromising style, 288 Compulsory arbitration, 292 Computer workstations, 307– 308, 309f Conceptual age, 124, 224 Confidence, 230, 238 See also Self-efficacy; Self-esteem Conflict meaningful, 279 perspectives on, 278 sources of, 279–281 Conflict resolution, 19 alternatives, 291 assertiveness, 281–284 behavioral styles, 287f Subject Index difficult people, 282f marital, 298–299 negotiation, 284–288 process, 288–291 unions, 291–293 Conflict triggers, 280 Consideration, 260–263, 261f Constructive criticism, 175 Core values, 102, 123 Corporate crime, 111–112 Corporate culture See Organizations and organizational culture The Corrosion of Character (Sennett), 100 Courtesy, 217 Crime, corporate, 111–112 Crisis (Gold), 336, 336 Critical listening, 36–37 Cross-functional teams, 257– 258 Cultural influences, 234 Cultural intelligence, 194 Culture body language, 32, 34, 34, 54, 194 communication barriers, 29–30, 194 conflicts, 280 defined, 127, 193–194 first impressions, 234 See also Organizations and organizational culture Customer coordinators, 33 Customer service, 121, 122, 123, 139, 190–191 See also Hospitality Cynicism, 132 D Decision making accepting responsibility, 86 ethics, 108–109 Deep breathing, 313–314 Defensive behavior, 286 Defining moments, 81, 83, 84, 85 Depression, 319 Developmental psychology, 81 Dialogue, 219 Dialogue groups, 219 Diet, 392–394 Difficult people, 282f Dining etiquette, 241 Director communication style, 51, 60–61, 61f, 69 Disability, 335t, 333–335 Disagreements, 289–290 Discrimination, 330–338 affirmative action, 343 age, 330–331 defined, 330 disability, 333–335 fighting, 337–338 gender, 330, 349–351 legislation, 342 pregnancy, 365 race, 331–333 religion, 333 sexual orientation, 335–337 subtle forms, 337 Distracted (Jackson), 25–26, 26 Diversity, 325–344 affirmative action, 342–343 dimensions of, 326–327, 327f discrimination, 330–338 economics of, 325, 338, 341, 346 managing, 338–342, 345 organizational basis of, 340–342, 340f prejudices, 327–329, 339, 347 teams, 186 valuing, 326 work force, 7, 129, 326–327, 338 Dominance continuum, 54, 54f, 55f, 56 Do What You Love … The Money Will Follow (Sinetar), 382 Downsizing, 5–6 439 Dress See Clothing Dual-income families, 13 E Economic factors, in prejudice, 329 Education intellectual growth, 388 values influenced by, 104 E-mail, 41–43 Emotional-competence framework, 189–190 Emotional intelligence, 189– 190, 267 Emotional labor, 191 Emotional thermometer, 203 Emotions, 187–204 accommodating, 200 anger, 194–197 balance, 189 capitulating to, 198–199 communication barriers, 30, 258 controlling, 200–204, 202t developmental influences, 192–194 expression, 190 gender differences, 200 group support, 12 overexpressing, 199 overview, 188–190 patterns, 201–202, 202t self-disclosure, 176–177 self-esteem, 84 styles, 198–200, 202–203 suppressing, 198 toxic, 191 workplace, 190–192 Emotive communication style, 59–60, 60f, 69 Empathic listening, 37–38 Empathizers, 124 Empathy, 124–125, 126, 262 Employee-assistance programs (EAPs), 320 Employee-boss relationship, 269–270 440 Subject Index Employee-centered practices attitudes, 126–127, 135–136 business performance as result of, 213 health, 129 incentive programs, 223– 224 motivation, 150–153 positive reinforcement, 215–222 pride building, 219, 228 recognition, 217 rewards, 222–224 self-esteem building, 92–94 team building, 253–271 therapy options, 320 Top Small Workplaces, 209–210, 211f, 227 total person development, upward communication, 40 Employee theft, 117–118 Employers attitudes valued by, 128–129 employee relationship with, 269–270 Empowerment employees, 93 motivation through, 153 Energy, 209–225 barriers to, 219–222 concept of, 212 creating positive, 212–213, 215–219, 222–224 need for, 213–214 relationships, 211–213 rewards, 222–224 work environment, 224 Entrances, 238 Equal Pay Act, 353 Ergonomics, 308 Ethics codes of, 110–112 corporate, 109–113 decision making, 108–109 defined, 107 incentives, 223–224 international business, 113, 115 personal values, 107–109 training, 112–113 values conflicts, 106–107 whistleblowing, 113, 114 workplace romances, 207 See also Values Ethnicity, 328 Ethnocentrism, 328–329 Etiquette, 240–243 cell phone, 242 conversational, 243 dining, 241 gender, 368–369 meeting, 241–242 networking, 243 Excess zone, 65–66, 66f, 67, 70 Exercise, 312 Expectancy theory, 149 Expectations, 263 Exploders, 282f External locus of control, 83 External motivation, 143 Extroversion, 60, 192 Eye contact, 32 F Facebook, 177 Facial expression, 33, 238 Fair Employment Practices See Title VII False Claims Act, 118–119 Family as important value, 107 transitions, 310 values influenced by, 104 worker behavior influenced by, 13 See also Work-life balance Family and Medical Leave Act, 359–360 Feedback, 27, 171–172, 263 The Feminine Mystique (Friedan), 351 Fight or flight syndrome, 305, 314–315 Firing, 198 First impressions, 231–234 See also Image projection First Impressions (Demarais and White), 231 Fitness, physical, 394–395 The Five Dysfunctions of a Team (Lencioni), 259 Five-minute stress busters, 315t Flexibility, 133 See also Inflexibility Flexible work schedules, 360– 363, 360f, 361f, 372–373 Flextime, 361 Follow-up letters, 218–219, 218f Foreign Corrupt Practices Act, 115 Forgiveness, 174–175 Formal channels of communication, 39 Fun, 315–316 G Gays, discrimination against, 335–337 Gender, 349–369 bias, 350–351, 363–366 communication barriers, 31 communication styles, 366–367 discrimination, 330, 349– 351 emotions, 200 etiquette, 368–369 leadership, 355–356 pay discrepancy, 349, 353– 354, 354f, 371–372 respect for differences, 366–369 roles, 31, 350–353 Gender bias, 350–351 Generational factors conflict rooted in, 280 motivation, 153–155, 154f tension, 331 Subject Index values, 103, 103t Generational influences on values, 103, 103t Generation X, 103t, 106–107, 154–155, 154f Generation Y, 43, 88, 103t, 143, 151, 154–155, 154f, 217, 238, 391 Gestures, 33, 34 Glass ceiling, 354–356, 355f Goals groups, 12 motivation and, 149–150, 150f self-esteem and, 89 setting, 90, 396–397 Goal-setting theory, 149–150, 150f Gossip, 40 Grapevine, 40 Gratitude, 218, 220 Great Depression, 15 Grit, 156 Groups attitude formation influenced by, 126 function of, 12 See also Teams Group think, 132 Guided imagery, 89–90 H Habits, 395–396 Handshake, 239–240 Handyman etiquette, 241 Happiness, 130–131, 144–145, 385, 400 Hawthorne Studies, 14–15 Healing and the Mind (Moyers), 392t Health diet, 392–394 lifestyle, 391–395 nonfinancial resources, 387–388 physical fitness, 394–395 See also Stress Health-care benefits, 140 Health consciousness, 129 Health-improvement policies, 277–278, 297–298 Hedonic treadmill, 386 Helper’s high, 314 Hidden area, 170–171 Hierarchy of needs, 15, 146– 148, 147t, 148t, 213–214 Hiring, 112, 197, 341 Hogan Personal Inventory, 184–185 Homophobia, 335 Honesty, 129 Honesty tests, 112 Horizontal channels of communication, 39 Hospitality, 187, 206–207 See also Customer service Hostile work environment, 364–365 How Full Is Your Bucket? (Rath and Clifton), 215 How to Win Friends and Influence People (Carnegie), 15 Human relations defined, 4–5 historical development of, 13–16 importance of, 5–10 information age, relationship management, 7–8 themes, 16–19, 16f workplace developments, 5–7 Human Relations Abilities Assessment (HRAA), 395, 397 The Human Side of Enterprise (McGregor), 15, 149, 260 The Hungry Spirit (Handy), 392t I Image projection, 234–236, 235f See also First impressions 441 Imagine This (Stringer), 77, 96 I’m OK–You’re OK (Harris), 193 Impersonal communication, 27 Incentives, 143, 151–152, 223– 224 Incivility, 7, 243–244 Individual differences communication styles, 53 motivation, 145 worker behavior, 12–13 Industrial psychology, 14 Industrial Revolution, 13–14 Inflexibility, 129 See also Flexibility Informal channels of communication, 40 Informal organization, 14 Information age, 5, 25–26, 124, 157, 224 Inner critic, 91 In Search of Excellence (Peters and Waterman), 15, 16 Inspirational speakers, 161 Instant messaging (IM), 43 Instinct theory, 192 Integrity, 12, 100, 112 Integrity tests, 112 Intellectual growth, 388 Intensity zones, 64–66, 65f Internal locus of control, 84 Internal motivation, 143 Internal values conflict, 106 International business, 113, 115 Internet addiction, 307 Internet, and self-disclosure, 177 Interpersonal communication, 27 Interpersonal relationships See Relationships Interpersonal skills, 128 Interviews, 244 Intimate distance, 33 Intrapreneurship, 24, 152 442 Subject Index Introversion, 192 Invisible work, 157, 224 IQ (intelligence quotient), 189 Irrational thinking/behavior, 91, 189, 190, 195, 203 Islam, 333 It’s Not About the Bike (Armstrong), 156 J Japanese Americans, 331 Jerks, 282f Job design, motivation through, 150–151 Job enlargement, 151 Job enrichment, 151 Job interviews, 244 Job rotation, 150–151 Job satisfaction, 12, 15 Job search tips, 389 Job sharing, 362 Johari Window, 169–172, 169f, 172f Judaism, 333 K Know-it-alls, 282f L Labeling, 70–71 Labor market, 5–6 Labor unions, 291–293, 294f Language barriers, 29 buzzwords and lingo, 28– 30 effective use of, 35 e-mail, 42–43 gender, 366–367, 368t Laughter, 315–316, 317 Layoffs, 198, 316 Leadership challenges of, 255–256 defined, 254 effective, 255f employees and, 268 failure of, 254 gender, 355–356 incompetent, 308 Leadership Grid model, 265–266, 265f Ohio State model, 260–264, 261f professional development, 264 servant, 267 situational, 266 stress caused by, 308 styles, 260–266 team building, 259–267 young, 270 The Leadership Challenge (Kouzes and Posner), 254 Leadership Grid, 261f, 265– 266, 265f Learning opportunities, motivation through, 152 Leisure, 324, 381, 389–390 Lesbians, discrimination against, 335–337 Letters, post–job interview, 218–219, 218f Let That Be the Reason (Stringer), 77, 96 A Life at Work (Moore), 3, Life plans change, 395–397 healthy lifestyle, 391–395 nonfinancial resources, 387–391 right livelihood, 381–386 Lilly Ledbetter Fair Pay Act, 349, 350, 371–372 Limitations, identifying and accepting, 86 Lingo, 28–30 Linguistic style, 366–367 Listening, 35–38, 219, 286 Locus of control, 83–84 Lose/lose approach, 285 M Macaca Incident, 332 Maintenance factors, 148 Management, 255, 280 The Managerial Grid (Blake and Mouton), 265 Managers as Mentors (Bell), 88 Managing diversity, 338–342, 345 Mandatory health-improvement policies, 277–278, 297–298 Manners See Etiquette Marital conflict, 298–299 Marriage, 298–299, 386 Material things, 82, 108–109, 131 Matures, 103t, 154f Media attitude formation influenced by, 126 values influenced by, 104– 105 violence and, 105 Mediation, 292 Meditation, 314–315, 392t Meeting etiquette, 241–242 Megatrends 2010 (Aburdene), 390 Memorable individuals, 248 Men alpha vs beta, 356 communication style, 366– 367 in organizations, 357–358 roles of, 352 stress, 352 workplace challenges, 359– 363 See also Gender Men Are from Mars, Women Are from Venus (Gray), 366 Mental illness See Psychological disorders Mentors, 88–89 Middle Eastern ancestry, 331 Millennial Generation See Generation Y Mirroring, 53 Misunderstandings, 289–290 Subject Index Modeling, 105 Moments of truth, Mommy Track, 356–357 Money, 385–386 Morale employer-employee relations, 124, 139, 214, 262 Hawthorne Studies, 14 organizational culture, 4, 148 performance feedback, 172 pride, 228 restructuring and, rumors and gossip, 40 work environment, 191, 211, 362 Motivation, 18, 141–159 characteristics of motives, 145 contemporary strategies, 150–153 defined, 142 empowerment, 153 expectations, 149, 153 generational factors, 153– 155, 154f incentives, 151–152 internal vs external, 143 job design, 150–151 learning opportunities, 152 nature of, 142–145 satisfaction of basic desires, 143–145, 144f self-motivation, 156–157 theories, 145–150 Motivational factors, 148 Motivational speakers, 161 Motivation-maintenance theory, 148–149, 148t Mount Everest, 146, 161 Multitasking, 307–308 Muslims, 333 Myers-Briggs personality test, 71, 184–185 MyPyramid, 393f MySpace, 177 N The Name of Your Game (Atkins), 71 Narcissism, 220 Narcissistic Process and Corporate Decay (Schwartz), 279 National Association for SelfEsteem (NASE), 79–80 Nebbishes, 282f Needs, hierarchy of, 15, 146– 148, 147t, 148t, 213–214 Negotiation, 284–288 Nerd managers, 270 Networking etiquette, 243 speed networking, 234 New Economy, 13, 16, 23–24, 255, 306, 388 Noise pollution, 308 Nonassertive behavior, 281, 283t Nonfinancial resources, 387– 391 Nonverbal messages apologies/forgiveness, 175 communication styles, 66– 67 defined, 31 See also Body language Now, Discover Your Strengths (Buckingham and Clifton), 86, 87 O Obesity, 277 Ohio State model of leadership, 260–264, 261f The 100 Absolutely Unbreakable Laws of Business Success (Tracy), 133 The One Minute Manager (Blanchard and Johnson), 15, 213, 217 One-minute praisings, 213, 217t Online counseling, 320 Online networking sites, 177 443 Open mind, keeping, 133 Openness to change, 128–130 Optimism, 131–132, 149 Orange, parable of, 287 Organizations and organizational culture, 11 attitudes, 127 change and conflict, 280 communication, 39–40 diversity management, 340–342, 340f energy, 209–225 men, 357–358 self-disclosure, 178–180 self-esteem support, 92–94, 93f strategies for, 209–210 Top Small Workplaces, 209–210, 211f values, 109–113 women, 353–357 Out-placement services, 198 Outsourced (film), 194 Overload, 25–26 Oversharing, 175 Overtime pay, 224 P Parent-Adult-Child model, 15 Pay, gender and, 349, 353– 354, 354f, 371–372 Peer groups, 126 Pension funds, 139–140 Performance problems, 263– 264 Performance rewards, 222– 224 Personal brand development, 229, 233, 234, 247, 388 Personal competence, 189 Personal distance, 33 Personal fulfillment, 390 Personality, conflicts rooted in, 281 Personal relationships, 132 Personal savings, 385, 386 444 Subject Index Personal space, 33–34 Pessimism, 131–132, 149 Phobias, 318 Physical fitness, 394–395 Physical strokes, 214 Poise, 238 Position power, 31 Positive energy See Energy Positive reinforcement, 215– 224 active listening, 219 barriers to, 219–222 behaviors deserving, 222t courtesy, 217 defined, 216 gratitude, 218 misconceptions, 220–221 performance rewards, 222– 224 pride, 219 recognition, 217 responsibility for, 223f using, 216–219 Praise, 213, 217t Prayer, 392t Pregnancy discrimination, 365 Pregnancy Discrimination Act, 342 Prejudice, 327–329, 339, 347 See also Bias Pride, 165, 219, 228 Primacy effect, 231–232 Primary dimensions, 326 Problem solving groups, 12 negotiation style, 288 Productivity, 224 Professional presence, 229– 245 civility, 243–244 clothing, 235–238 defined, 230 etiquette, 240–243 first impressions, 231–234 image projection, 234–236, 235f interviews, 244 physical appearance and behavior, 238–240 Professional Presence (Bixler), 230 Professional relationships, 132 Project Implicit, 329 Prosperity, 385 Psychological disorders, 317– 320 anxiety, 318 burnout, 319–320 depression, 319 therapy options, 320 Psychology, Public distance, 33 Punishment, and attitude formation, 126 Purpose in life, 102, 157 Pygmalion in the Classroom (Rosenthal and Livingston), 153 Q Quid pro quo, 364 Quitting a job, 132 R Race affirmative action, 342– 343 concept of, 331–332 discrimination, 331–333 pay discrepancy, 354f social identity, 333 Reaching Out (Johnson), 54 Recognition, 217, 262 Reengineering the Corporation (Hammer and Champy), 15 Reference groups, 126 Reflective communication style, 51, 62, 62f, 69 Reframing, 131 Reid Report, 112 Reinforcers, 214 Relationship behavior, of leaders, 266 Relationship management, 7– 8, 8f Relationships difficult people, 282f emotions, 190–191 energy, 211–213 happiness in, 131 interpersonal skills, 128 one-to-one, personal, 132 professional, 132 role vs interpersonal, 179– 180 self-disclosure, 168, 173– 175 Religion discrimination based on, 333 spirituality, 390–391 values influenced by, 104 Resilience, 317 Resources, competition for, 280–281 Responsibility, accepting, 86 Reverse mentoring, 89 Rewards attitude formation, 126 performance, 222–224 Right livelihood, 381–386 choice, 383–384 money, 385–386 work, 384 work and personal growth, 384 The Road Less Travelled (Peck), 156 Role expectations, 31 Role models, 126–127 Role relationships, 179–180 Romances, workplace, 207 ROWE (Results-Only Work Environment), 362 Rumination, 174, 310 Rumors, 40 Subject Index S Sabbaticals, 324 Sabotage, 197 Sarbanes-Oxley Act, 118 Schedule creep, 389 Scientific management, 14, 25 Secondary dimensions, 326– 327 Security, of employees, 93 The Sedona Method (Dwoskin), 198–199 Self-acceptance, 17 Self-actualization, 147 Self-awareness, 17, 52, 168, 168f, 171 Self-concept, 80 Self-description, 167 Self-development, 3–4 Self-direction, 132 Self-discipline, 156 Self-disclosure, 18, 165–182 appropriate, 173–177 benefits gained, 167–169 dangers, 175, 177 defined, 166–167 emotions, 176–177 feedback, 171–172 Johari Window, 169–172, 169f, 172f organizational barriers, 178–180 practicing, 180–181 relationships, 173–175 self-awareness and, 168f styles, 171–172, 181f Self-efficacy, 79, 194 Self-employment, Self-esteem, 77–94 adolescence, 81–82 adulthood, 82 childhood, 81 defined, 79–80 development of, 80–83 high, 84–85 importance of, 78 increasing, 85–92, 93f influence on behavior, 83– 85 low, 83–84, 85 motivation, 147 organizational support, 92–94, 93f sources of, 82, 85 strength building, 86–87, 93 Self-fulfilling prophecy, 149 Self-managed teams, 256– 257, 274 Self-motivation, 128, 156–157 Self-preoccupation, 220 Self-promotion, 226 Self-respect, 79 Self-talk, 83, 91–92, 91f, 92t Self-understanding, 169–172 Semantics, 28–29 September 11, 2001 terrorist attacks, 7, 106 Serenity Prayer, 133f Servant leadership, 267 Service economy, 6, 187 Setting the Table (Meyer), 206 The Seven Habits of Highly Effective People (Covey), 17 The Seven Laws of Money (Phillips), 382 Sexism, 350–351 Sexual harassment, 363–366, 365t Sexual orientation, 335–337 Sick days, 324 Silence, 37–38 Singlism, 328 Situational leadership, 266 Sleep, 312 Smoking, 277 Snack choices, 394f Sociability, 56 Social competence, 189 Social distance, 33 Social generosity, 231 Social identity, race as, 333 Socialization, 125 Social needs, 12 Sociology, 445 Solitude, 316–317 The Soul of a Business (Chappell), 392t Speech habits, 238–239 Speed networking, 234 Spirituality, 390–391, 392t, 398 Staying OK (Harris and Harris), 193 Stereotypes, 234, 327–328, 339 Strength building, 86–87, 93 Stress, 303–321 benefits from, 304 causes, 306–310 defined, 304 five-minute stress buster, 315t managing, 310, 312–317 men, 352 psychological disorders, 317–320 reduction of, 167–168 responses, 304–306 symptoms, 303, 310, 311t, 323 two-minute stress buster, 313 Stress for Success (Loehr), 304– 305 The Stress of Organizational Change (Pritchett and Pound), 305, 307 Stressors, 304 Strikes, 292, 294 Stroking, 214 Structure, leadership and, 260–261, 261f, 263–264 Stubbornness, 129 Style, personal, 248 Style flexing, 68–70 defined, 68 employee-boss relationship, 270 strategies, 69–70 value and dangers of, 70 workplace, 68–69 446 Subject Index Success, defining, 379–381 See also Right livelihood The Success Principles (Canfield), 21, 382 Supervisor-employee relationship, 269–270 Supervisory-management personnel, 12 Supportive communication style, 62–63, 63f, 70 Supportive environment, 9– 10, 224 Surface language, 235 Swimming to Antarctica (Cox), 151, 161 Synergy, 256 T Talents, 86–87 Task behavior, of leaders, 266 Teams, 253–271 attitudes promoting, 129 behavioral science principles, 259–267 challenges of, 8, 186, 256 diversity, 186 dysfunctional, 259f effective, 185–186, 258–260 employee role, 267–270 as human relations challenge, leadership and, 259–267 team building, 255–256 time for development of, 258 trust, 185–186 types, 256–258 value of, 256 See also Groups Team spirit, 129 Technology attitudes, 125 communication, 26, 40–44 Telecommuting, 41, 362 Temperament, 192 Termination of employment, 198 Text messaging (TM), 43 Thank-you notes, 218, 243 Theory of the Dipper and the Bucket, 215, 216f Theory X/Theory Y, 149 Therapy, psychological, 318f, 320 Thinking for oneself, 132 360-degree feedback, 172 Title VII, 342, 349, 364 Tolerance, 338 Top Small Workplaces, 209– 210, 211f, 227 Total person, 9, 71, 262, 380 Toxicity, 191, 203 Training diversity, 341–342 ethics, 112–113 intellectual growth, 388 Transactional Analysis, 15, 193, 214 Transitions, 310 The Trophy Kids Grow Up (Alsop), 217 Trust building/destroying, 179t importance of, 18, 106, 124 self-disclosure, 178–179 teams, 185–186, 259f Trust (Gibb), 178 Twelve-step programs, 320 Twitter, 43–44 Two-minute stress buster, 313 Unconscious mind, 192–193, 329 Uniforms, 236 Unions, 15, 291–293, 294f Unknown area, 171 Upward communication, 40 clarification of, 101, 123, 263, 384 conflicts, 106–107, 263 core, 102, 123 corporate, 109–113 defined, 101 drift in, 105–106 ethics and, 107–109 formation of, 101–106 generational factors, 103, 103t hierarchy of, 107 influences on, 103–105 international business, 113, 115 Values clarification, 101, 123, 384 Values conflicts, 106–107, 280 Values drift, 105–106 Valuing diversity, 326, 338 Valuing Diversity (Griggs and Louw), 328 Verbal strokes, 214 Versatility, in communication, 67–70 Vertical channels of communication, 39 Vietnam Era Veterans Readjustment Assistance Act, 342 Violence media, 105 workplace, 197–198 Virtual assistants, 361 Virtual offices, 40–41 Virtual teams, 258, 274 Visualization, 89–90 Voice mail, 41 Voice quality, 238–239 Voluntary arbitration, 292 Volunteering, 314 V W Vacations, 324, 390 Values, 99–115 attitudes and behaviors in relation to, 123f Wage gap, 349, 353–354, 354f, 371–372 Wardrobe engineering, 236– 237 U Subject Index Web-based counseling, 320 Whiners, 282f Whistleblowing, 113, 114, 118–119 A Whole New Mind (Pink), 124, 125 Who Moved My Cheese? (Johnson), 130, 140 Win/lose approach, 284–285, 288 Win/win approach, 285–286 Women communication style, 366– 367 in military, 363 in organizations, 353–357 roles of, 351–352 workplace challenges, 359– 363 See also Gender Womenomics (Shipman and Kay), 372 Worker behavior See Behavior Work-life balance defining success, 380–381 employer support, 13 flexible work schedules, 372–373 leisure time, 389–390 men, 353, 358 planning for, 378 self-motivation, 156–157 strategies for, 359t stress, 306 U.S work force, 324, 381 women, 356–357 Workplace bullies, 281 challenges for men and women, 359–363 conflicts, 280 developments, 5–7 distractions, 307, 309f 447 diversity, 7, 129, 326–327, 338 emotional factors, 190– 192 gender-biased behavior, 363–366 hierarchy of needs, 147t incivility, men, 357–363 policies and practices, 280 romances, 207 style flexing, 68–69 supportive, 9–10, 224 violence, 197–198 women, 351, 353–357, 359– 363 Workstations, 307–308, 309f Y Yoga, 313 You Just Don’t Understand (Tannen), 366 This page intentionally left blank Features Designed to Engage Students Tip of the Iceberg and Below the Surface Opening and Closing Cases: These in-depth introductory and concluding cases provide a nice frame to the chapter content The interconnectivity allows students to think comprehensively about real world and hypothetical examples of chapter concepts There is also an additional end of chapter case that brings to life the material covered in the chapter Total Person Insights These short boxes share the thoughts, anecdotes, and advice of respected writers, educators, and business leaders HUMAN RELATIONS IN ACTION These boxes provide “how to” tips and examples from the real world SKILL DEVELOPMENT: APPLY IT AND CRITICAL THINKING CHALLENGE: ANALYZE IT, SYNTHESIZE IT, OR EVALUATE IT These boxes ask students to use their critical thinking skills Emphasis is placed on effective communication and self-development, ways to help students achieve insight, and the relationship skills needed to deal with a wide range of people-related problems Features Designed to Engage Students CAREER INSIGHT These boxes offer illustrations of career do’s and don’ts ON THE JOB Q&A This feature gives students practical solutions to common human relations problems TRY YOUR HAND End of chapter activities ask students to dig deeper and use critical thinking skills INTERNET INSIGHTS This exercise keeps students in touch with the world outside the classroom and provides an opportunity to acquire additional information on important topics in each chapter These up-to-date online activities target many student-interest websites YOU PLAY THE ROLE These exercises ask students to take on realistic roles when dealing with various scenarios .. .Effective Human Relations This page intentionally left blank Effective Human Relations Interpersonal and Organizational Applications ELEVENTH EDITION BARRY... true, right, and lasting in the field of interpersonal relations Building on Previous Strengths Effective Human Relations: Interpersonal and Organizational Applications, eleventh edition, continues... the eleventh edition of Effective Human Relations: Interpersonal and Organizational Applications includes a variety of new and traditional tools that will aid both teaching and learning The supplements