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Contents PART I INTRAPERSONAL SKILLS: BEHAVIOR, HUMAN RELATIONS, AND PERFORMANCE BEGIN WITH YOU 1 1. Understanding Behavior, Human Relations, and Performance 2 Why Human Relations Skills Are So Important 4 Behavior, Human Relations, and Organizational Performance 7 Human Relations: Past, Present, and Future 12 Developing Human Relations Skills 17 Objectives and Organization of the Book 22 Assessing Your Human Relations Abilities and Skills 24 2. Personality, Learning, and Perception 38 How Personality, Stress, Intelligence and Learning, Perception, and First Impressions Affect Behavior, Human Relations, and Performance 40 Personality 41 Stress 45 Intelligence and Learning 51 Perception 56 Developing Positive First Impressions 59 3. Attitudes, Self-Concept, Values, and Ethics 73 How Attitudes, Job Satisfaction, Self-Concept, Values and Ethics Affect Behavior, Human Relations, and Performance 75 ATTITUDES 75 Job Satisfaction 81 Self-Concept 84 Values 88 Ethics 92 PART II 4. INTERPERSONAL SKILLS: THE FOUNDATION OF HUMAN RELATIONS 111 Interpersonal Communication 112 How Interpersonal Communication Affects Behavior, Human Relations, and Performance 114 The Communication Process and Communication Barriers 115 Sending Messages 122 Receiving Messages 123 Responding to Messages 128 5. Organizational Structure and Communication 146 How Organizational Structure and Communication Affect Behavior, Human Relations, and Performance 148 Organizational Structure 148 Organizational Communication 155 Message Transmission Channels 159 Emotions 166 Criticism 168 6. Dealing with Conflict 195 How Interpersonal Dynamics Affect Behavior, Human Relations, and Performance 197 Transactional Analysis 197 Assertiveness 202 Conflict Management Styles 211 Resolving Conflicts with the Collaborating Conflict Style 217 Putting It All Together 220 PART III LEADERSHIP SKILLS: INFLUENCING OTHERS 239 7. Leading and Trust 240 How Leadership Affects Behavior, Human Relations, and Performance 242 Leadership Trait Theory 243 Behavioral Leadership Theories 245 Contingency Leadership Theories 249 Situational Supervision 255 Putting the Leadership Theories Together 261 Substitutes for Leadership 262 Diversity and Global Leadership 263 Trust 264 8. Motivating Performance 284 The Importance of Motivation 286 Content Motivation Theories 287 Process Motivation Theories 294 Reinforcement Theory 297 Motivation Techniques 301 Do Motivation Theories Apply Globally? 307 9. Ethical Power and Politics 320 How Power, Politics, and Ethics Affect Behavior, Human Relations, and Performance 322 Power 322 Organizational Politics 330 Business Ethics and Etiquette 332 Vertical Politics 339 Horizontal Politics 342 Do Power, Politics, and Etiquette Apply Globally? 344 10. Networking and Negotiating 359 How Networking and Negotiating Affect Behavior, Human Relations, and Performance 361 Networking 361 Negotiating 371 Do Networking and Negotiating Apply Globally? 381 The Influencing Process 383 PART IV LEADERSHIP SKILLS: TEAM AND ORGANIZATIONAL BEHAVIOR, HUMAN RELATIONS, AND PERFORMANCE 397 11. Team Dynamics and Leadership 398 How Teams Affect Behavior, Human Relations, and Performance 400 Team Structure 402 Team Dynamics 403 Team Development Stages 411 Leading Teams as a Situational Supervisor 413 Meeting Leadership Skills 418 Putting It All Together 423 12. Teams and Creative Problem Solving and Decision Making 435 How Decision Making Affects Behavior, Human Relations, and Performance 437 Decision-Making Styles 438 The Decision-Making Model 440 Creative Group Problem Solving and Decision Making 443 Advantages and Disadvantages of Group Decision Making 447 The Normative Leadership Decision-Making Model 449 Does Decision Making Apply Globally? 454 13. Organizational Change and Culture 473 How Change Affects Behavior, Human Relations, and Performance Managing Change 475 Resistance to Change and How to Overcome It 479 Organizational Culture 484 Organizational Climate 486 Organizational Development 488 The Relationship between Organizational Culture, Climate, and Development 499 14. Valuing Diversity Globally 525 How Diversity Affects Behavior, Human Relations, and Performance 527 Prejudice and Discrimination 528 Equal Employment Opportunity for All 529 The Legally Protected and Sexual Harassment 534 Sexism and Work and Family Balance 539 Managing Diversity 548 Global Diversity 549 Handling Complaints 552 PART V INTRAPERSONAL SKILLS: PERSONAL DEVELOPMENT 567 15. Time and Career Management 568 How Time Management and Career Skills Affect Behavior, Human Relations, and Performance 569 Time Management 570 Career Management 584 Appendix A Applying Human Relations Skills 609 Notes 621 Index 653
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