Human relations: interpersonal job-oriented skills Andrew J. DuBrin

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