1. Part One: Intrapersonal Skills: Behavior, Human Relations, and Performance Begin With You
2. Chapter 1: Understanding Behavior, Human Relations, and Performance and Being Happy
3. Why Human Relations Skills Are So Important
4. Behavior, Human Relations, and Organizational Performance
5. Human Relations: Past, Present, and Future
6. Happiness and Developing Human Relations Skills
7. What’s in the Book
8. Assessing Your Human Relations Abilities and Skills
9. Chapter 2: Personality, Stress, Learning, and Perception
10. How Personality, Stress, Intelligence and Learning, Perception, and First Impressions Affect Behavior, Human Relations, and Performance
11. Personality
12. Stress
13. Intelligence, Emotional Intelligence, and Learning
14. Perception
15. Developing Positive First Impressions
16. Chapter 3: Attitudes, Self-Concept, Values, and Ethics
17. How Attitudes, Job Satisfaction, Self-Concept, Values, and Ethics Affect Behavior, Human Relations, Happiness, and Performance
18. Attitudes
19. Job Satisfaction
20. Self-Concept
21. Values
22. Ethics
23. Part Two: Interpersonal Skills: The Foundation of Human Relations
24. Chapter 4: Communications, Emotions, and Criticism
25. How Communications, Emotions, and Criticism Affect Behavior, Human Relations, Happiness, and Performance
26. Organizational Structure and Communication
27. The Communication Process, Barriers, and Differences
28. Sending Messages
29. Receiving Messages
30. Responding to Messages
31. Situational Communication
32. Dealing with Emotions and Criticism
33. Chapter 5: Dealing with Conflict
34. How Interpersonal Dynamics Affect Behavior, Human Relations, Happiness, and Performance
35. Transactional Analysis
36. Assertiveness
37. Anger and Violence in the Workplace
38. Conflict Management Styles
39. Resolving Conflicts with the Collaborating Conflict Style
40. Putting It All Together
41. Part Three: Leadership Skills: Influencing Others
42. Chapter 6: Leading and Trust
43. How Leadership Affects Behavior, Human Relations, Happiness, and Performance
44. Leadership Trait Theory
45. Behavioral Leadership Theories
46. Contingency Leadership Theories
47. Situational Supervision
48. Putting the Leadership Theories Together
49. Diversity and Global Leadership
50. Trust
51. Chapter 7: Motivating Performance
52. The Importance of Motivation
53. Content Motivation Theories
54. Process Motivation Theories
55. Reinforcement Theory
56. Motivation Techniques
57. Putting the Motivation Theories Together
58. Do Motivation Theories Apply Globally?
59. Chapter 8: Ethical Power and Politics
60. How Power, Politics, and Ethics Affect Behavior, Human Relations, Happiness, and Performance
61. Power
62. Organizational Politics
63. Vertical Politics
64. Horizontal Politics
65. Customer Satisfaction and Complaints
66. Do Power and Politics Apply Globally?
67. Chapter 9: Networking and Negotiating
68. How Networking and Negotiating Affect Behavior, Human Relations, Happiness, and Performance
69. Networking
70. Negotiating
71. Do Networking and Negotiating Apply Globally?
72. The Influencing Process
73. Part Four: Leadership Skills: Team And Organizational Behavior, Human Relations, and Performance
74. Chapter 10: Team Dynamics, Creativity and Problem Solving, and Decision Making
75. How Teams, Creativity and Problem Solving, and Decision Making Affect Behavior, Human Relations, and Performance
76. Teams
77. Team Dynamics
78. Team Development Stages and Leadership
79. Leadership Skills in Meetings
80. Problem Solving and Decision Making
81. Creativity and Group Problem Solving and Decision Making
82. Does Teamwork and Decision Making Apply Globally?
83. Putting It All Together
84. Chapter 11: Organizational Change and Culture
85. How Change Affects Behavior, Human Relations, Happiness, and Performance
86. Managing Change
87. Resistance to Change and How to Overcome It
88. Organizational Culture
89. Organizational Climate
90. Organizational Development
91. Global Differences
92. The Relationship Between Organizational Culture, Climate, and Development
93. Chapter 12: Valuing Diversity and Inclusion Globally
94. How Diversity Affects Behavior, Human Relations, Happiness, and Performance
95. Prejudice and Discrimination
96. Equal Employment Opportunity for All
97. Dimensions of Diversity and Inclusion
98. Sexism, Racism, and Work and Family Balance
99. Global Cultural Diversity and Relations
100. Managing Diversity Globally
101. Handling Complaints
102. Appendix A: Time, Career, and Etiquette Management
103. How Time, Career, and Etiquette Skills Affect Behavior, Human Relations, Happiness and Performance
104. Time Management
105. Career Management
106. Etiquette Management
107. Appendix B: Applying Human Relations Skills
108. A Review of Some of the Most Important Human Relations Concepts
109. Assessing Your Human Relations Abilities and Skills
110. Human Relations Planning
111. Glossary
112. Index

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