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Solution Manual for Human Relations: Interpersonal, Job-Oriented Skills, Fourth Canadian Edition, 4/E 4th Edition Andrew J. DuBrin, Terri M. Geerinck

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Solution Manual for Human Relations: Interpersonal, Job-Oriented Skills, Fourth Canadian Edition, 4/E 4th Edition Andrew J. DuBrin, Terri M. Geerinck

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This is completed downloadable of Solution Manual for Human Relations: Interpersonal, Job-Oriented Skills, Fourth Canadian Edition, 4/E 4th Edition Andrew J. DuBrin, Terri M. Geerinck

Product Details:

  • ISBN-10 ‏ : ‎ 013310530X
  • ISBN-13 ‏ : ‎ 978-0133105308
  • Author: Andrew J. DuBrin, Terri M. Geerinck

The fourth Canadian edition of Human Relations: Interpersonal, Job-Oriented Skills by Andrew J. DuBrin and Terri Geerinck helps readers improve their personal skills in the workplace. By improving interpersonal skills, a person has a better chance of capitalizing upon his or her other skills, and two primary approaches are used in this text to achieve this lofty goal: an emphasis on the basic concepts to enhance understand of key topics in interpersonal relations in organizations, and skill-building suggestions, exercises, and cases to improve interpersonal skills through practice.

 

Table of Content:

  1. Chapter 1 A Framework for Interpersonal Skill Development
  2. Learning Objectives
  3. Learning Objective 1 Plan of the Text
  4. Learning Objective 2 A Model for Improving Interpersonal Skills
  5. Goal or Desired State of Affairs
  6. Fine Points about Goal Setting
  7. Assessing Reality
  8. An Action Plan
  9. Feedback on Actions
  10. Frequent Practice
  11. Skill-Building Exercise 1-1 Applying the Model for Improving Interpersonal Skills
  12. Learning Objective 3 Identification of Developmental Needs
  13. Learning Objective 4 Universal Needs for Improving Interpersonal Relations
  14. Self-Assessment Quiz 1-1 What Are Your Developmental Needs?
  15. Developing Interpersonal Skills on the Job
  16. Informal Learning
  17. Specific Developmental Experiences
  18. Developing Your Human Relations Skills and Reinforcing Concepts
  19. Summary
  20. Questions for Discussion and Review
  21. Multiple Choice
  22. Short Answer
  23. The Web Corner
  24. Chapter 2 Understanding Individual Differences
  25. Learning Objectives
  26. Learning Objective 1 Learning Objective 2 Personality
  27. Eight Major Personality Factors and Traits
  28. Self-Assessment Quiz 2-1 The Risk-Taking Scale
  29. The Eight Factors and Traits and Job Performance
  30. Extraversion and Self-Monitoring
  31. Organizational Citizenship Behaviour
  32. Turnover and Personality
  33. Optimism and Pessimism
  34. Combination of Standing on Several Personality Traits
  35. Cognitive Styles and Personality Types
  36. Learning Objective 3 Guidelines for Dealing with Different Personality Types
  37. Skill-Building Exercise 2-1 Personality Role-Plays
  38. The Extravert:
  39. The Open-to-Experience Type:
  40. The Organizational Citizen:
  41. Cognitive Ability
  42. Traditional Intelligence
  43. Practical Intelligence
  44. Multiple Intelligences
  45. Emotional Intelligence
  46. Skill-Building Exercise 2-2 Adapting to People of Different Mental Ability
  47. The Cognitively Skilled Co-Worker:
  48. The Cognitively Average Team Member:
  49. Learning Objective 4 Guidelines for Relating to People of Different Levels and Types of Intelligence
  50. Skill-Building Exercise 2-3 Helping an Intellectually Challenged Worker Get Started
  51. Values as a Source of Individual Differences
  52. Classification of Values
  53. Generational Differences in Values
  54. How Values Are Learned
  55. Clarifying Your Values
  56. Self-Assessment Quiz 2-2 Clarifying Your Values
  57. The Mesh between Individual and Job Values
  58. Learning Objective 5 Guidelines for Using Values to Improve Interpersonal Relations
  59. Skill-Building Exercise 2-4 The Value-Conflict Role-Play
  60. Developing Your Human Relations Skills and Reinforcing Concepts
  61. Summary
  62. Questions for Discussion and Review
  63. Multiple Choice
  64. Short Answer
  65. The Web Corner
  66. Chapter 3 Building Self-Esteem and Self-Confidence
  67. Learning Objectives
  68. Learning Objective 1 The Meaning of Self-Esteem, Its Development and Consequences
  69. Self-Assessment Quiz 3-1 The Self-Esteem Checklist
  70. How Self-Esteem Develops
  71. The Consequences of High Self-Esteem
  72. Career Success
  73. Good Mental Health
  74. Profiting from Feedback
  75. Organizational Success
  76. Potential Negative Consequences
  77. Learning Objective 2 Enhancing Self-Esteem
  78. Attain Legitimate Accomplishments
  79. Be Aware of Personal Strengths
  80. Skill-Building Exercise 3-1 Reinforcing a Positive Self-Image
  81. Rebut the Inner Critic
  82. Skill-Building Exercise 3-2 The Self-Esteem Building Club
  83. Practise Self-Nurturing
  84. Minimize Settings and Interactions That Detract from Your Feelings of Competence
  85. Get Help from Others
  86. Model the Behaviour of People with High Self-Esteem
  87. Create a High-Self-Esteem Living Space
  88. Skill-Building Exercise 3-3 The Self-Esteem Calendar
  89. How a Manager Helps Build the Self-Esteem of Group Members
  90. Learning Objective 3 The Importance of Self-Confidence and Self-Efficacy
  91. Self-Assessment Quiz 3-2 How Self-Confident Are You?
  92. Learning Objective 4 Techniques for Developing and Enhancing Your Self-Confidence
  93. Develop a Solid Knowledge Base
  94. Use Positive Self-Talk
  95. Avoid Negative Self-Talk
  96. Use Positive Visual Imagery
  97. Set High Expectations for Yourself (the Galatea Effect)
  98. Develop the Explanatory Style of Optimists
  99. Strive for Peak Performance
  100. Skill-Building Exercise 3-4 Building Your Self-Confidence and Self-Efficacy
  101. Bounce Back from Setbacks and Embarrassments
  102. Get Past the Emotional Turmoil
  103. Find a Creative Solution to Your Problem
  104. Developing Your Human Relations Skills and Reinforcing Concepts
  105. Summary
  106. Questions for Discussion and Review
  107. Multiple Choice
  108. Short Answer
  109. The Web Corner
  110. Chapter 4 Interpersonal Communication
  111. Learning Objectives
  112. Learning Objective 1 Steps in the Communication Process
  113. Learning Objective 2 Relationship Building and Interpersonal Communication
  114. Learning Objective 3 Nonverbal Communication in Organizations
  115. Modes of Transmission of Nonverbal Communication
  116. Environment
  117. Interpersonal Distance
  118. Posture
  119. Hand Gestures
  120. Facial Expressions and Eye Contact
  121. Voice Quality
  122. Self-Assessment Quiz 4-1 Voice-Quality Checkup
  123. Personal Appearance
  124. Attention Paid to Other Person
  125. Guidelines for Improving Nonverbal Communication
  126. Skill-Building Exercise 4-1 The Mirroring Technique
  127. Learning Objective 4 Guidelines for Overcoming Communication Problems and Barriers
  128. Understand the Receiver
  129. Minimize Defensive Communication
  130. Repeat Your Message Using Multiple Channels (in Moderation)
  131. Check Comprehension and Feelings through Verbal and Nonverbal Feedback
  132. Display a Positive Attitude
  133. Communicate Persuasively
  134. Engage in Active Listening
  135. Skill-Building Exercise 4-2 I Want a Raise
  136. Accept the Sender’s Figure of Speech
  137. Paraphrase and Listen Reflectively
  138. Minimize Distractions
  139. Ask Questions
  140. Allow the Sender to Finish His or Her Sentence
  141. Use Nonverbal Communication
  142. Minimize Words That Shut Down Discussion
  143. Avoid the Need to Lie or Fake When You Have Not Been Paying Attention
  144. Prepare for Stressful Conversations
  145. Self-Assessment Quiz 4-2 Listening Traps
  146. Skill-Building Exercise 4-3 Listening to a Co-worker
  147. The Elated Co-worker:
  148. The Discouraged Co-worker:
  149. Engage in Metacommunication
  150. Recognize Gender Differences in Communication Style
  151. Developing Your Human Relations Skills and Reinforcing Concepts
  152. Summary
  153. Questions for Discussion and Review
  154. Multiple Choice
  155. Short Answer
  156. The Web Corner
  157. Chapter 5 Interpersonal Skills for the Digital World
  158. Learning Objectives
  159. Self-Assessment Quiz 5-1 The Interpersonal Skills for the Digital World Checklist
  160. Learning Objective 1 Interpersonal Skills for One-on-One Interactions
  161. Cell Phones and Text Messaging
  162. Positive Interpersonal Skills While Using Cell Phones and Text Messaging
  163. Negative Interpersonal Skills While Using Cell Phones and Text Messaging
  164. Skill-Building Exercise 5-1 The Important Message
  165. Email Messages and Instant Messaging
  166. Webcam Job Interviews
  167. Interpersonal Aspects of Multitasking
  168. Multitasking and Positive Interpersonal Skills
  169. Multitasking and Negative Interpersonal Skills
  170. Harassment and Cyberbullying of Others
  171. Learning Objective 2 Learning Objective 3 Interpersonal Skills for Small and Large Audiences
  172. Social Networking by Internet
  173. Positive Interpersonal Skills and Social Networking
  174. Negative Interpersonal Skills and Social Networking
  175. Laptop and Personal Digital Assistant Use during Meetings and Other Formal Settings
  176. Skill-Building Exercise 5-2 Justifying Laptop Use during a Meeting
  177. Interpersonal Aspects of Presentation Technology
  178. Videoconferencing
  179. Self-Assessment Quiz 5-2 The Presentation Technology Checklist of Interpersonal Behaviours
  180. Interpersonal Skills Linked to Telecommuting
  181. Avoiding Damage to Your Online Reputation
  182. Developing Your Human Relations Skills and Reinforcing Concepts
  183. Summary
  184. Questions for Discussion and Review
  185. Multiple Choice
  186. Short Answer
  187. The Web Corner
  188. Chapter 6 Developing Teamwork Skills
  189. Learning Objectives
  190. Learning Objective 1 Face-to-Face versus Virtual Teams
  191. Self-Assessment Quiz 6-1 Team Player Attitudes
  192. Scoring and Interpretation:
  193. Face-to-Face (Traditional) Teams
  194. Self-Assessment Quiz 6-2 Team Skills
  195. Interpretation:
  196. Virtual Teams
  197. Learning Objective 2 Advantages and Disadvantages of Teams and Teamwork
  198. Advantages of Group Work and Teamwork
  199. Synergy
  200. Work Accomplishment and High Productivity
  201. Acceptance and Commitment
  202. Avoidance of Major Errors
  203. Increased Job Satisfaction
  204. Disadvantages of Group Work and Teamwork
  205. Time Wasting
  206. Pressures toward Conformity
  207. Shirking of Individual Responsibility (Social Loafing)
  208. Fostering of Conflict
  209. Groupthink
  210. Self-Assessment Quiz 6-3 The Conformity Quiz
  211. Interpretation:
  212. Skill Development:
  213. Learning Objective 3 Team Member Roles
  214. Self-Assessment Quiz 6-4 Team Player Roles
  215. Scoring and Interpretation:
  216. Learning Objective 4 Guidelines for the Interpersonal Aspects of Team Play
  217. Skill-Building Exercise 6-1 Team Member Roles
  218. Scenario A: Management Team
  219. Scenario B: Group of Sports Fans
  220. Scenario C: Community Group
  221. Trust Team Members
  222. Display a High Level of Cooperation and Collaboration
  223. Skill-Building Exercise 6-2 The Scavenger Hunt
  224. Recognize the Interests and Achievements of Others
  225. Give and Receive Helpful Criticism
  226. Share the Glory
  227. Take Care Not to Rain on Another Person’s Parade
  228. Learning Objective 5 Guidelines for the Task Aspects of Team Play
  229. Provide Technical Expertise (or Knowledge of the Task)
  230. Assume Responsibility for Problems
  231. See the Big Picture
  232. Believe in Consensus
  233. Focus on Deadlines
  234. Help Team Members Do Their Jobs Better
  235. Be a Good Organizational Citizen
  236. Skill-Building Exercise 6-3 Habitat for the Homeless
  237. Learning Objective 6 Developing Team Leadership Skills
  238. Self-Assessment Quiz 6-5 What Style of Leader Are You or Would You Be?
  239. Scoring and Interpretation:
  240. Skill Development:
  241. Engage in Shared Leadership
  242. Build a Mission Statement
  243. Skill-Building Exercise 6-4 Developing a Team Mission Statement
  244. Show Your Team Members That They Are Trusted
  245. Establish a Sense of Urgency and High Performance Standards
  246. Hold Question-and-Answer Sessions with the Team
  247. Encourage Team Members to Recognize Each Other’s Accomplishments
  248. Encourage Honest Criticism
  249. Skill-Building Exercise 6-5 Recognizing Team Accomplishments
  250. Use Peer Evaluations
  251. Help Team Members See the Big Picture
  252. Minimize Formation of In-Groups and Out-Groups
  253. Developing Your Human Relations Skills and Reinforcing Concepts
  254. Summary
  255. Questions for Discussion and Review
  256. Multiple Choice
  257. Short Answer
  258. The Web Corner
  259. Chapter 7 Group Problem Solving and Decision Making
  260. Learning Objectives
  261. Learning Objective 1 Rational versus Political Decision Making in Groups
  262. Self-Assessment Quiz 7-1 My Problem-Solving Tendencies
  263. Scoring and Interpretation:
  264. Learning Objective 2 Guidelines for Using General Problem-Solving Groups
  265. Working through the Group Problem-Solving Steps
  266. The Problem-Solving Steps
  267. Skill-Building Exercise 7-1 A General Problem-Solving Group
  268. When to Apply the Problem-Solving Steps
  269. The Importance of Collective Efficacy
  270. Skill-Building Exercise 7-2 Solving a Few Unusual Problems
  271. Problem 1: Seven Tennis Balls in a Tube
  272. Problem 2: The Too-Low Bridge
  273. Problem 3: The Aging Members of HOG
  274. Managing Disagreement about Group Decision Making
  275. Aiming for Inquiry versus Advocacy in Group Decision Making
  276. Learning Objective 3 Guidelines for Brainstorming
  277. Skill-Building Exercise 7-3 Stretch Your Imagination
  278. Skill-Building Exercise 7-4 Brainstorming versus Brainwriting
  279. Learning Objective 4 Guidelines for the Nominal Group Technique
  280. Skill-Building Exercise 7-5 The Nominal Group Technique
  281. Learning Objective 5 Using Standup Meetings to Facilitate Problem Solving
  282. Using Email and Groupware to Facilitate Group Decision Making
  283. Using Email to Facilitate Meetings
  284. Using Groupware to Facilitate Group Problem Solving
  285. Learning Objective 6 Suggestions for Being an Effective Meeting Participant
  286. Developing Your Human Relations Skills and Reinforcing Concepts
  287. Summary
  288. Questions for Discussion and Review
  289. Multiple Choice
  290. Short Answer
  291. The Web Corner
  292. Chapter 8 Cross-Cultural Relations and Diversity
  293. Learning Objectives
  294. Learning Objective 1 The Diversity Umbrella
  295. Self-Assessment Quiz 8-1 Cross-Cultural Skills and Attitudes
  296. Interpretation:
  297. Learning Objective 2 Understanding Cultural Differences
  298. Cultural Sensitivity and Political Correctness
  299. Cultural Intelligence
  300. Respect for All Workers and Cultures
  301. Cultural Fluency
  302. Dimensions of Differences in Cultural Values
  303. Skill-Building Exercise 8-1 Developing Cultural Sensitivity
  304. Self-Assessment Quiz 8-2 Charting Your Cultural Dimension Profile
  305. Scoring and Interpretation:
  306. Cultural Bloopers
  307. Learning Objective 3 Overcoming Cross-Cultural Barriers
  308. Skill-Building Exercise 8-2 Cultural Mistakes to Avoid with Selected Cultural Groups
  309. Learning Objective 4 Techniques for Improving Cross-Cultural Relations
  310. Skill-Building Exercise 8-3 Cross-Cultural Relations Role-Play
  311. Cultural Training
  312. Cultural Intelligence Training
  313. Language Training
  314. Diversity Training
  315. Forms of Diversity Training
  316. Skill-Building Exercise 8-4 Using the Internet to Help Develop Foreign-Language Skills
  317. Concerns about Diversity Training
  318. Cross-Cultural and Cross-Gender Mentoring Programs
  319. Skill-Building Exercise 8-5 Developing Empathy for Differences
  320. Developing Your Human Relations Skills and Reinforcing Concepts
  321. Summary
  322. Questions for Discussion and Review
  323. Multiple Choice
  324. Short Answer
  325. The Web Corner
  326. Chapter 9 Resolving Conflicts with Others
  327. Learning Objectives
  328. Learning Objective 1 Sources of Interpersonal Conflict in Organizations
  329. Learning Objective 2 Self-Assessment Quiz 9-1 Collaborative versus Competitive Styles of Conflict Management
  330. Scoring and Interpretation:
  331. Competition for Limited Resources
  332. Role Conflict
  333. Competing Work and Family Demands
  334. Work-to-Family and Family-to-Work Conflict
  335. The Issue of Work–Life Choices
  336. Company Initiatives to Reduce Work–Family Conflict
  337. Personality Clashes
  338. Bullies in the Workplace
  339. Incivility and Rudeness
  340. Cross-Generational Conflict
  341. Workplace Violence (A Cause and Effect of Conflict)
  342. Learning Objective 3 Conflict Management Styles
  343. Competitive Style
  344. Accommodative Style
  345. Sharing Style
  346. Collaborative Style
  347. Avoidant Style
  348. Skill-Building Exercise 9-1 Win–Win Conflict Resolution
  349. Learning Objective 4 Guidelines and Techniques for Resolving Conflicts
  350. Confrontation and Problem Solving
  351. Constructive Handling of Criticism
  352. Reframing
  353. Reframing through Cognitive Restructuring
  354. Skill-Building Exercise 9-2 Disarming the Opposition
  355. Skill-Building Exercise 9-3 Reframing through Cognitive Restructuring
  356. Reframing by Asking Questions
  357. Negotiating and Bargaining
  358. Understand the Other Party’s Perspective
  359. Self-Assessment Quiz 9-2 The Negotiator Quiz
  360. Scoring and Interpretation:
  361. Focus on Interests, Not Positions
  362. Compromise
  363. Begin with a Plausible Demand or Offer, Yet Allow Room for Negotiation
  364. Make Small Concessions Gradually
  365. Know Your Best Alternative to a Negotiated Agreement (BATNA)
  366. Use Anger to Your Advantage
  367. Allow for Face-Saving
  368. Learning Objective 5 Combatting Sexual Harassment: A Special Type of Conflict
  369. Skill-Building Exercise 9-4 Negotiating a Starting Salary
  370. The Adverse Effects of Sexual Harassment
  371. Guidelines for Preventing and Dealing with Sexual Harassment
  372. Skill-Building Exercise 9-5 Combating Sexual Harassment
  373. Scenario 1: The Offensive Jester
  374. Scenario 2: The Flirtatious Office Manager
  375. Developing Your Human Relations Skills and Reinforcing Concepts
  376. Summary
  377. Questions for Discussion and Review
  378. Multiple Choice
  379. Short Answer
  380. The Web Corner
  381. Chapter 10 Becoming an Effective Leader
  382. Learning Objectives
  383. Learning Objective 1 Key Leadership Traits to Develop
  384. Self-Confidence and Leadership Efficacy
  385. Positive Core Self-Evaluation
  386. Assertiveness
  387. Trustworthiness and Morality
  388. Self-Assessment Quiz 10-1 The Assertiveness Scale
  389. Scoring Key
  390. Interpretation:
  391. Sense of Humour
  392. Skill-Building Exercise 10-1 The Witty Leader
  393. Self-Awareness and Self-Objectivity
  394. Cognitive Skills Including Critical Assessments
  395. Knowledge of the Business
  396. Critical Assessments
  397. Independent Decision Making
  398. Emotional Intelligence
  399. Passion and Enthusiasm
  400. Self-Sacrificing Personality
  401. Learning Objective 2 Suggestions for Developing Charisma
  402. Skill-Building Exercise 10-2 Creating a Vision
  403. Learning Objective 3 Coaching and Training Others
  404. Coaching Skills and Techniques
  405. Ideal Characteristics of Peer Coaching
  406. Suggestions for Coaching
  407. Self-Assessment Quiz 10-2 Characteristics of an Effective Coach
  408. Training Others
  409. Skill-Building Exercise 10-3 Coaching a Mediocre Performer Role-Play
  410. Skill-Building Exercise 10-4 Designing a Training Program
  411. Learning Objective 4 Developing Your Leadership Potential
  412. Skill-Building Exercise 10-5 My Personal Leadership Journal
  413. Developing Your Human Relations Skills and Reinforcing Concepts
  414. Summary
  415. Questions for Discussion and Review
  416. Multiple Choice
  417. Short Answer
  418. The Web Corner
  419. Chapter 11 Skills for Motivating and Helping Others
  420. Learning Objectives
  421. Learning Objective 1 Motivation Skill Based on the Principle of “What’s in It for Me?”
  422. Self-Assessment Quiz 11-1 My Approach to Motivating Others
  423. Instructions:
  424. Scoring and Interpretation:
  425. Learning Objective 2 Using Positive Reinforcement to Motivate Others
  426. Rule 1: State Clearly What Behaviour Will Lead to a Reward
  427. Rule 2: Choose an Appropriate Reward
  428. Rule 3: Supply Ample Feedback
  429. Rule 4: Schedule Rewards Intermittently
  430. Rule 5: Make Sure the Rewards Follow the Observed Behaviour Closely in Time
  431. Rule 6: Make the Reward Fit the Behaviour
  432. Rule 7: Make the Reward Visible
  433. Skill-Building Exercise 11-2 Positive Reinforcement
  434. Scenario 1: Rewarding a Customer Service Representative
  435. Scenario 2: Rewarding Your Boss
  436. Rule 8: Change the Reward Periodically
  437. Learning Objective 3 Using Recognition to Motivate Others
  438. Why Recognition Is a Strong Motivator
  439. Approaches to Giving Recognition
  440. Fine Points about Using Recognition to Motivate Others
  441. Learning Objective 4 Using Expectancy Theory to Motivate Others
  442. Capsule Overview of Expectancy Theory
  443. Basic Components of Expectancy Theory
  444. How Moods Influence Expectancy Theory
  445. Skill-Building Exercise 11-3 Estimating Valences for Applying Expectancy Theory
  446. Diagnosing Motivation with Expectancy Theory
  447. Guidelines for Applying Expectancy Theory
  448. Skill-Building Exercise 11-4 Applying Expectancy Theory
  449. Learning Objective 5 Motivating Others by Nurturing and Mentoring
  450. Being a Nurturing, Positive Person
  451. Self-Assessment Quiz 11-2 Attitudes Toward Helping Others
  452. Scoring and Interpretation:
  453. Being a Mentor to Co-Workers
  454. Skill-Building Exercise 11-5 The Nurturing, Positive Person
  455. Characteristics and Types of Mentoring
  456. Specific Mentoring Behaviours
  457. Skill-Building Exercise 11-6 Selecting a Protégé
  458. My Ideal Protégé
  459. Helping Difficult People
  460. Types of Difficult People
  461. Self-Assessment Quiz 11-3 Helping Difficult People
  462. Scoring and Interpretation:
  463. Tactics for Dealing with Difficult People
  464. Stay Calm
  465. Provide Ample Feedback
  466. Criticize Constructively
  467. Help the Difficult Person Feel More Confident
  468. Use Tact and Diplomacy
  469. Use Non-hostile Humour
  470. Work Out a Deal
  471. Reinforce Civil Behaviour and Good Moods
  472. Ask the Difficult Person to THINK Before Speaking
  473. Report Behaviour That Continues to Be Unacceptable or Inappropriate
  474. Skill-Building Exercise 11-7 Dealing with Difficult People
  475. Scenario 1: The Bully
  476. Scenario 2: A No-Person
  477. Developing Your Human Relations Skills and Reinforcing Concepts
  478. Summary
  479. Questions for Discussion and Review
  480. Multiple Choice
  481. Short Answer
  482. The Web Corner
  483. Chapter 12 Positive Political Skills
  484. Learning Objectives
  485. Self-Assessment Quiz 12-1 Organizational Politics Questionnaire
  486. Scoring and Interpretation:
  487. Learning Objective 1 Political Skill and Other Human Relations Skills
  488. Sensitivity to Your Surroundings
  489. Emotional Intelligence and Social Intelligence
  490. Relationship Building with the Leader
  491. Overcoming the Effects of Injustice
  492. Learning Objective 2 Impression Management and Etiquette
  493. Tactics of Impression Management
  494. Display Organizational Citizenship Behaviour
  495. Build Trust and Confidence
  496. Be Visible and Create a Strong Presence
  497. Admit Mistakes
  498. Minimize Being a Yes-Person
  499. Create a Healthy Image
  500. Skill-Building Exercise 12-1 The Elevator 30-Second Speech
  501. Business Etiquette
  502. Etiquette for Work Behaviour, Including Clothing
  503. Introductions
  504. Relationships between Men and Women and between People of Different Ages
  505. Dining
  506. Working in a Cubicle
  507. Cross-Cultural Relations
  508. Interacting with People with Disabilities
  509. Skill-Building Exercise 12-2 Business Etiquette
  510. Scenario 1: Dining Etiquette
  511. Scenario 2: Etiquette for Communicating with a Person in a Wheelchair
  512. Learning Objective 3 Building Relationships with Managers and Other Key People
  513. Network with Influential People
  514. Help Your Manager Succeed
  515. Understand Unwritten Boundaries
  516. Volunteer for Assignments
  517. Flatter Influential People Sensibly
  518. Use Information Power
  519. Skill-Building Exercise 12-3 Flattering an Influential Person
  520. Appear Cool under Pressure
  521. Laugh at Your Manager’s Humour
  522. Express Constructive Disagreement
  523. Present a Clear Picture of Your Accomplishments
  524. Learning Objective 4 Building Relationships with Co-workers and Other Work Associates
  525. Maintain Honest and Open Relationships
  526. Make Others Feel Important
  527. Be Diplomatic
  528. Self-Assessment Quiz 12-2 How Important Do I Make People Feel?
  529. Scoring and Interpretation:
  530. Exchange Favours
  531. Ask Advice
  532. Share Constructive Gossip
  533. Minimize Microinequities
  534. Follow Group Norms
  535. Skill-Building Exercise 12-4 Getting Along with Co-workers Role-Play
  536. Scenario 1: Exchanging Favours
  537. Scenario 2: Express an Interest in the Co-worker’s Work
  538. Learning Objective 5 Avoiding Political Blunders
  539. Self-Assessment Quiz 12-3 The Blunder Quiz
  540. Scoring and Interpretation:
  541. Developing Your Human RelationsSkills and Reinforcing Concepts
  542. Summary
  543. Questions for Discussion and Review
  544. Multiple Choice
  545. Short Answer
  546. The Web Corner
  547. Chapter 13 Customer Satisfaction Skills
  548. Learning Objectives
  549. Self-Assessment Quiz 13-1 The Customer-Service Orientation Quiz
  550. Scoring and Interpretation:
  551. Learning Objective 1 The Three Components of Customer Experience (Service)
  552. Learning Objective 2 Following the General Principles of Customer Satisfaction
  553. Be Satisfied So You Can Provide Better Customer Service
  554. Receive Emotional Support from Co-workers to Give Better Customer Service
  555. Understand Customer Needs and Put Them First
  556. Focus on Solving Problems, Not Just Taking Orders
  557. Respond Positively to Moments of Truth
  558. Be Ready to Accept Empowerment
  559. Skill-Building Exercise 13-1 Moments of Truth
  560. Enhance Customer Service through Information Technology
  561. Avoid Rudeness and Hostility toward Customers
  562. Self-Assessment Quiz 13-2 Am I Being Rude?
  563. Interpretation:
  564. Learning Objective 3 Creating a Bond with Your Customer
  565. Create a Welcoming Attitude, Including a Smile
  566. Provide Exceptional Service
  567. Show Care and Concern
  568. Make the Buyer (Customer) Feel Good
  569. Build a Personal Relationship
  570. Skill-Building Exercise 13-2 Bonding with Customers
  571. Scenario 1: Show Care and Concern
  572. Scenario 2: Make the Buyer Feel Good
  573. Invite the Customer Back
  574. Learning Objective 4 Dealing with Customer Dissatisfaction
  575. Deal Constructively with Customer Complaints and Anger
  576. Involve the Customer in Working Out the Problem
  577. Anticipate How to Handle an Unreasonable Request
  578. Skill-Building Exercise 13-3 Dealing with Difficult Customers
  579. Scenario 1:
  580. Scenario 2:
  581. Maintain a Realistic Customer Retention Attitude
  582. Developing Your Human Relations Skills and Reinforcing Concepts
  583. Summary
  584. Questions for Discussion and Review
  585. Multiple Choice
  586. Short Answer
  587. The Web Corner
  588. Chapter 14 Enhancing Ethical Behaviour
  589. Learning Objectives
  590. Learning Objective 1 Why Be Concerned about Business Ethics?
  591. Self-Assessment Quiz 14-1 The Ethical Reasoning Inventory
  592. Scoring and Interpretation:
  593. Learning Objective 2 Common Ethical Problems
  594. Why Being Ethical Isn’t Easy
  595. A Survey of the Extent of Ethical Problems
  596. Frequent Ethical Dilemmas
  597. The Temptation to Illegally Copy Software
  598. Treating People Unfairly
  599. Self Assessment Quiz 14-2
  600. Sexual Harassment
  601. Conflict of Interest
  602. Dealing with Confidential Information
  603. Misrepresenting Employment or Education History
  604. Use of Corporate Resources
  605. Ethical Violations with Computers and Information Technology
  606. Wasting Company Time
  607. Choosing between Two Rights: Dealing with Defining Moments
  608. Skill-Building Exercise 14-1 The Ethics Game
  609. Scenario 1:
  610. Scenario 2:
  611. Scenario 3:
  612. Scoring and Observation:
  613. Source:
  614. Skill-Building Exercise 14-2 Dealing with Defining Moments
  615. Scenario 1:
  616. Scenario 2:
  617. Learning Objective 3 Guidelines for Behaving Ethically
  618. Developing Virtuousness
  619. Following a Guide to Ethical Decision-Making
  620. Skill-Building Exercise 14-3 Ethical Decision Making
  621. Scenario 1: To Recycle or Not
  622. Scenario 2: The Job Applicant with a Past
  623. Scenario 3: The High-Profit Toy
  624. Developing Closer Relationships with Work Associates
  625. Using Corporate Ethics Programs
  626. Self-Assessment Quiz 14-3 The Ethical Workplace Relationships Inventory
  627. Scoring and Interpretation:
  628. Being Environmentally Conscious
  629. Following an Applicable Professional Code of Conduct
  630. Skill-Building Exercise 14-4 Conducting an Environmental Audit
  631. Be Ready to Exert Upward Ethical Leadership
  632. Skill-Building Exercise 14-5 Confronting the Unethical Boss
  633. Developing Your Human Relations Skills and Reinforcing Concepts
  634. Summary
  635. Questions for Discussion and Review
  636. Multiple Choice
  637. Short Answer
  638. The Web Corner
  639. Chapter 15 Personal Productivity and Stress Management
  640. Learning Objectives
  641. Learning Objective 1 Increasing Personal Productivity
  642. Dealing with Procrastination
  643. Self-Assessment Quiz 15-1 Procrastination Tendencies
  644. Scoring and Interpretation:
  645. Learning Objective 2 Attitudes and Values That Increase Personal Productivity
  646. Begin with a Mission and Goals
  647. Skill-Building Exercise 15-1 Using a Mission Statement and Goals to Power Work Habits
  648. A. Mission Statement:
  649. B. Long-Range Goals to Support Mission Statement:
  650. C. Intermediate-Range Goals to Support Long-Range Goals:
  651. D.Weekly Goals to Support Intermediate-Range Goals:
  652. E. Today’s Goals to Support Weekly Goals (My To-Do List):
  653. Work Smarter, Not Harder
  654. Value Orderliness and Cleanliness
  655. Value Good Attendance and Punctuality
  656. Attain a Balance in Life and Avoid Being a Workaholic
  657. Learning Objective 3 Work Habits and Skills That Increase Personal Productivity
  658. Prepare a To-Do List and Set Priorities
  659. Streamline Your Work and Emphasize Important Tasks
  660. Concentrate on One Important Task at a Time Instead of Multitasking
  661. Stay in Control of Paperwork and Electronic Work
  662. Work Productively from Your Home Office or Virtual Office
  663. Improve Your Internet Search Skills
  664. Skill-Building Exercise 15-2 Boosting Productivity through Work Habits on the Internet
  665. Learning Objective 4 Overcoming Time Wasters
  666. Skill-Building Exercise 15-3 Maintaining a Time Log
  667. Self-Assessment Quiz 15-2 Tendencies toward Perfectionism
  668. Scoring and Interpretation:
  669. Understanding and Managing Stress
  670. Learning Objective 5 Symptoms and Consequences of Stress
  671. Physiological Reactions
  672. Job Performance Consequences
  673. Burnout and Stress
  674. Learning Objective 6 Personality and Job Factors Contributing to Stress
  675. Personality Factors Predisposing People toward Stress
  676. Job Sources of Stress
  677. Role Overload
  678. Role Conflict and Role Ambiguity
  679. Adverse Environmental Conditions
  680. Adverse Interaction with Customers and Clients and Emotional Labour
  681. Environmentally Induced Attention Deficit Disorder
  682. Job Insecurity and Job Loss
  683. Learning Objective 7 Methods and Techniques for Managing Stress
  684. Eliminate or Modify the Stressor
  685. Get Appropriate Physical Exercise
  686. Get Sufficient Rest
  687. Maintain a Healthy Diet
  688. Build a Support Network
  689. Practise Visualization and Meditation
  690. Skill-Building Exercise 15-4 Visualization for Stress Reduction
  691. Practise Everyday Methods of Stress Reduction
  692. Skill-Building Exercise 15-5 Personal Stress Management Action Plan
  693. Developing Your Human RelationsSkills and Reinforcing Concepts
  694. Summary
  695. Questions for Discussion and Review
  696. Multiple Choice
  697. Short Answer
  698. The Web Corner
  699. Chapter 16 Job Search and Care Management Skills
  700. Learning Objectives
  701. Learning Objective 1 Conducting a Job Search
  702. Job-Hunting Tactics
  703. Identify Your Job Objectives
  704. Be Aware of Qualifications Sought by Employers
  705. Identify Your Skills and Potential Contribution
  706. Develop a Comprehensive Marketing Strategy
  707. Self-Assessment Quiz 16-1 Qualifications Sought by Employers
  708. Interpretation:
  709. Use Networking to Reach Company Insiders
  710. Skill-Building Exercise 16-1 Extreme Job Hunting
  711. Use Multiple Online Approaches
  712. Smile at Network Members and Interviewers and Be Enthusiastic
  713. Smooth Out Rough Spots in Your Background
  714. Skill-Building Exercise 16-2 Job Hunting on the Internet
  715. The Résumé and Cover Letter
  716. Purpose of the Résumé
  717. Résumé Length and Format
  718. Video Résumés and Creative Formats
  719. The Cover Letter
  720. Performing Well in a Job Interview
  721. Skill-Building Exercise 16-3 The Job Interview
  722. Learning Objective 2 Vertical and Horizontal Career Paths
  723. The Vertical (Traditional) Career Path
  724. The Horizontal Career Path
  725. Skill-Building Exercise 16-4 Developing a Career Path
  726. Learning Objective 3 Career Advancement Strategies and Tactics
  727. Capitalize on Your Strengths and Build Your Personal Brand
  728. Be Passionate about and Proud of Your Work
  729. Develop a Code of Professional Ethics
  730. Develop a Proactive Personality
  731. Self-Assessment Quiz 16-2 Proactive Personality Scale
  732. Interpretation:
  733. Keep Growing through Continuous Learning and Self-Development
  734. Document Your Accomplishments
  735. Project a Professional Image
  736. Skill-Building Exercise 16-5 The Professional Image Investigation
  737. Think of Yourself as a Provider of Services
  738. Develop Depth and Breadth
  739. Rely on a Network of Successful People
  740. Work with a Mentor
  741. Skill-Building Exercise 16-6 Building Your Network
  742. Find a Good Person—Organization Fit
  743. Take Sensible Risks
  744. Pursue Fields and Industries Many Others Overlook
  745. Emphasize Relationships to Combat Being Outsourced
  746. Developing Your Human Relations Skills and Reinforcing Concepts
  747. Summary
  748. Questions for Discussion and Review
  749. Multiple Choice
  750. Short Answer
  751. The Web Corner
  752. Notes
  753. Chapter 16
  754. Glossary
  755. Notes
  756. Index
  757. A
  758. B
  759. C
  760. D
  761. E
  762. F
  763. G
  764. H
  765. I
  766. J
  767. K
  768. L
  769. M
  770. N
  771. O
  772. P
  773. Q
  774. R
  775. S
  776. T
  777. U
  778. V
  779. W
  780. Y
  781. Z

 

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