Interpersonal Relations

Chapter One
Introduction to
Interpersonal
Relations
Chapter Preview
Career success and work/life balance
Nature, purpose and importance in
organizations
Major developments in field
Forces influencing behavior
Historical overview of field
Seven themes for effectiveness
Copyright Houghton Mifflin Company. All rights reserved.
1|2
The Nature, Purpose and Importance of

Interpersonal Relations
Best-managed organizations
understand work is done through
relationships
Interpersonal relation is the study of

why beliefs, attitudes, and behaviors
can cause problems in personal and
professional relationships
1|3
Interpersonal Relations in the

Age of Information
Industrial to information economy
Alters traditional patterns of work and
leisure
Dynamic, but disorienting and stressful
Over emphasis on information can limit
ones effectiveness
Human-contact deficiency weakens the
spirit, the mind, and the body
1|4
The Importance of Interpersonal Skills

Interpersonal skills essential for success
in most jobs
Technical competencies not sufficient
for success
Recent trends in the workplace give
new importance to human relations
1|5
Trends: Instability of Labor Market and

Changing Work Patterns
Worker dislocation due to restructuring
Can result in:
Low moral
Mistrust of management
New opportunities and challenges

Increase in temporary workers
More self-employed and contract
employees Free Agent Nation
1|6
Trends: Focus on Customer Service

Service economy
Technology and financial structure are
easily copied, so the advantage is not
sustainable
Relationships are key to sustainable
competitive advantage and they are
difficult to copy
1|7
Total Person Insight

No matter what we do, we do it with
people. People create technology.
People implement the technology.
People make it all happen. People
ultimately use whatever it is we create.
No matter how small your organization
or how technical its process, it takes
people to be successful.
Harry E. Chambers
Author, The Bad Attitude Survival Guide
1|8
Trends: Workplace Incivility and

Team Work
Rudeness, insensitivity, disrespect
Me rather than We attitudes
Workplace incivility threatens employee
relationships
Using teams can
Improve product quality, customer service,
and job satisfaction
Developing team skills

Group decision making, leadership, conflict
resolution, and communication
1|9
Trends: Diversity and Income Gap

Heterogeneous work force
Need to increase tolerance and
understanding for differences in:
Age, gender, race, and physical traits
Socioeconomic status influenced by:

Income, job, education
Gap creates resentment and distrust

Wage gap keeps getting bigger
Impacts physical and mental health
1 | 10
Challenges of Todays Workplace:

Wide range of interpersonal skills are
needed
People must manage three types:
Relationships with ourselves
One-to-one relationships
Group relationships
1 | 11
Figure 1.1 - Major Relationship

Management Challenges
1 | 12
Manage Three Relationship
Ourselves
Positive self image and self-confidence
One-to-one
Client/customer focus
Biases
Group
Cooperation among members
1 | 13
Human Relations Draws on

Behavioral Sciences
Psychology
Sociology
Anthropology
Individual
Group dynamic
Focus on why of human behavior
1 | 14
Beyond Human Behavior.

The field of human relations goes
further than why
Emphasis on applied:
Anticipation of problems
Resolution
Prevention
1 | 15
The Total Person

Each persons characteristics part of
single system making up the whole
person
Only total person can be employed
Traits are interdependent:
Physical fitness
Self-awareness
Value orientation
-Emotional control
-Self-esteem
1 | 16
The Total Person

Organizations recognizing that when a
whole person is improved, significant
benefits accrue to the firm
Organizations can separate:
Work and home
Emotional and physical
Many employee development programs

are being established
1 | 17

The rules for work are changing, and
were all being judged, whether we
know it or not, by a new yardsticknot
just how smart we are and what
technical skills we have, which
employers see as givens, but
increasingly by how well we handle
ourselves and one another.
Daniel Goleman
Author, Working with Emotional Intelligence
1 | 18
The Need for a Supportive Environment

A positive and supportive environment
can lead to:
Greater personal career satisfaction
Greater employee commitment
Increased organizational productivity and
efficiency
Requires full commitment and support

of management
1 | 19
Figure 1.2 - Major Forces Influencing

worker Behavior
1 | 20
Organizational Culture
Collection of shared values, beliefs,
rituals, stories, and myths that create a
common identity and feelings of
community among employees
Every organization has unique culture
Reflection of deeply held values and
beliefs of top management
1 | 21
Supervisory-Management Influence
Managers hold key position and
influence employee behavior
Competence and leadership style
establish image in eyes of employees
Perceptions influence factors such as:
Productivity
Customer relations
Safety
Loyalty to the firm
1 | 22

Jobs do a lot more than merely provide
income. They provide the opportunity to
learn and enhance skills, to have some
control over ones fate and, perhaps
most important, to gain a sense of selfworth, a sense of carrying ones own
weight.
William Raspberry
Syndicated Columnist
1 | 23
Work Group Influence

Research has identified three functions
of group membership.
It can:
Satisfy social needs
Provide emotional support
Lend assistance in solving problems and
meeting goals
1 | 24
Job Influence
Work has taken central stage in the
lives of many
Can more than satisfy economic needs
Provide sense of meaning, community,
and self-esteem
1 | 25
Personal Characteristics of the Worker

All employees bring combination of:
Abilities and interests
Values
-Aptitudes
-Expectations
Behavior often reflects match between

environment and individuals
characteristics
Creating ideal work environment to
meet all needs is a challenge
1 | 26
Family Influence
Need for balance between work and
family
Increase in dual-income families
Problems on the job often linked to
family
Many organizations attempt to create
family-friendly environment
1 | 27
Human Relations Movement

Early attempts to improve productivity
focused on plant layout and mechanical
processes
Focus has changed to:
nature of work
workers as complex human beings
Shift from concern for things to concern

for people
1 | 28
The Industrial Revolution

Marked shift from home-based
processes to factory production
Little understanding of employee needs
and relation to production
Limited productivity and uniformity of
work
Profound impact on nature of work and
role of worker
1 | 29
Taylors Scientific Management

Frederick Taylor redesigned jobs to
optimize efficiency
Resulted in more productivity, but
required little thinking by worker
Theories became very popular among
business owners and managers
1 | 30

You can only get so much more
productivity out of reorganization and
automation. Where you really get
productivity leaps is in the minds and
hearts of people.
James Baughman
Director of Management Development, General Electric
Co.
1 | 31
The Hawthorne Studies

Mayo studied effects of illumination and
ventilation on worker fatigue
Became sweeping investigation into role
of human relations in productivity
Workers increased performance when
they felt important and had greater
freedom from supervisory control
Interaction among workers created an
informal organization
1 | 32
From the Great Depression to the New

Millennium
During Great Depression
Interest in human relations research waned
as other concerns gained momentum
Labor unions increased campaigns to
improve working conditions and pay
During postwar economic expansion

Interest in human relations field increased
Important theories emerge
1 | 33
During the 1940s

Douglas McGregor
Performance related to tapping human
potential
Abraham Maslow
Hierarchy of needs
Frederick Herzberg
Employee motivation and satisfaction
1 | 34
The 1950s and 1980s

Eric Bern
Interpersonal communication and
transactional analysis
Carl Rogers
Personality development, interpersonal
communication and group dynamics
William Ouchi
Theory Z style of management
Tom Peters and Robert Waterman

Importance of people in organizations
1 | 35
Major Themes
Seven broad themes emerge from
these studies of human relations
Communication, self-awareness, selfacceptance, motivation, trust, selfdisclosure, and conflict resolution
Themes concern two goals:

Personal growth and development
Achievement of organizational objectives
1 | 36
Figure 1.3 - Major Themes in

Human Relations
1 | 37
Communication
Heart and soul of communication
Means by which we come to an
understanding of ourselves and others
To grow and develop, we must
communicate skillfully and effectively
1 | 38
Self-Awareness
Good relationships with others stem
from a better understanding of
ourselves
Increased self-awareness helps us
develop an understanding of how our
behavior influences others
1 | 39
Self-Acceptance
The degree to which you like and
accept yourself is the degree to which
you can like and accept others
Self-acceptance is the key to successful
interaction with others
Able to cope better with change,
responsibility, diversity, and teams
1 | 40
Motivation
Motivation of self
Comes from within
Motivation of others
Comes from understanding complex
motivation theories and strategies
1 | 41
Trust
Building block of successful
relationships
Trust
Frank discussion
Free exchange of ideas and information
Lack of trust
Reduced productivity and communication
Stifled innovation, high stress, slow
decision making
1 | 42
Self-Disclosure
Self-disclosure is an intricate part of
building trust
Constructive part of good
communication and helps eliminate
unnecessary guessing
1 | 43
Conflict Resolution
Surfaces daily in our lives
Resolution strategies improve
communication, emotional control, and
team building
1 | 44
Benefits to You
Uncertainty and diversity make
interpersonal skills essential
Provides techniques for solving peoplerelated problems
Act more wisely when problems arise
Anticipate conflicts or prevent them from
escalating
1 | 45
Chapter Review
Career success and work/life balance
All work is done through relationships
Types of interactions-conflict, cooperation,
and group relationships
People are more productive with effective
relationships with supervisor, fellow
workers, customers, and clients
1 | 46
Chapter Review
Nature, purpose, and importance in
organizations
Organizations depend on teamwork
Human relations is the foundation of
teamwork
Human relations can improve productivity
and efficiency
1 | 47
Chapter Review
Major developments in the workplace
Churning dislocation in the labor market
Changing work patterns
Higher service standards
Workplace incivility
Team-based structures
Diversity
Income gap
1 | 48
Chapter Review
Forces influencing behavior
Organizational culture
Supervisory-management influence
Work group influence
Job influence
Personal characteristics of worker
Family influence
1 | 49
Chapter Review
Historical overview of field
Early attempts focused on plant layout and
mechanical processes
With time, nature of work was redefined
and worker viewed as complex human
beings
Taylors scientific management
Mayos Hawthorne studies
McGregor, Herzberg, Rogers, Ouchi, and
others contributed to productivity through
people
1 | 50
Chapter Review
Seven themes for effectiveness
Communication
Self-acceptance
Trust
Conflict resolution
Self-awareness
Motivation
Self-disclosure
1 | 51

Interpersonal Relations

Diunggah oleh

Informasi Dokumen

Hak Cipta

Format Tersedia

Bagikan dokumen Ini

Bagikan atau Tanam Dokumen

Opsi Berbagi

Apakah menurut Anda dokumen ini bermanfaat?

Apakah konten ini tidak pantas?

Hak Cipta:

Format Tersedia

Interpersonal Relations

Diunggah oleh

Hak Cipta:

Format Tersedia

Chapter One

Copyright Houghton Mifflin Company. All rights reserved.

The Nature, Purpose and Importance of

Interpersonal relation is the study of

Copyright Houghton Mifflin Company. All rights reserved.