Chapter 1 Introduction to Human Relations. Learning Objectives After studying Chapter 1, you will be...
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Transcript of Chapter 1 Introduction to Human Relations. Learning Objectives After studying Chapter 1, you will be...
Chapter 1
Introduction to Human Relations
© 2012 Cengage Learning. All rights reserved.
Learning ObjectivesAfter studying Chapter 1, you will be able to:
1–2
Explain the nature, purpose, and importance of human relations.
Identify major developments in the workplace that have given new importance to human relations.
Identify major forces influencing human behavior at work.
Review the historical development of the human relations movement.
Identify seven basic themes that serve as the foundation for effective human relations.
© 2012 Cengage Learning. All rights reserved. 1–3
The Nature, Purpose, and Importance of Human Relations
• Human Relations Defined– The study of why beliefs, attitudes, and
behaviors sometimes cause problems in personal and professional relationships
How would you describe the study of human relations?
© 2012 Cengage Learning. All rights reserved. 1–4
Human Relations in the Age of Information
• Loss of Balance and Perspective– Reliance on information technology comes at a
price—less personal human contact– Over-emphasis on information causes us to
lose sight of nonverbal cues and clues
How do these tendencies affect our abilities to interact and relate with others?
© 2012 Cengage Learning. All rights reserved. 1–5
Major Developments That Give New Importance to Human Relations
Major HR Developments
Changing work patterns
Customerservice orientation
Labor market instability
Teamwork and participation
Increasing Diversity
Workplaceincivility
© 2012 Cengage Learning. All rights reserved. 1–6
Major Developments That Give New Importance to Human Relations
• Labor Market Instability– Mergers, closings, bankruptcies, downsizing,
and outsourcing
• “Free Agent Nation”– Self-employed, temporary, and part-time
workers creates opportunities and challenges
How do these trends affect human relations?
© 2012 Cengage Learning. All rights reserved. 1–7
Major Developments That Give New Importance to Human Relations
• Increasing focus on customer service to clients, patients, and customers
• Growing epidemic of workplace rudeness, insensitivity, and disrespect
How do these trends affect human relations?
© 2012 Cengage Learning. All rights reserved. 1–8
Major Developments That Give New Importance to Human Relations
• Increasing use of team organization and worker participation in problem-solving
• Increasing work force diversity in many dimensions– Ethnicity, age, physicality, values, expectations,
and work habits
How do these trends affect human relations?
© 2012 Cengage Learning. All rights reserved. 1–9
FIGURE 1.1 Major Relationship Management Challenges
© 2012 Cengage Learning. All rights reserved. 1–10
The Influence of the Behavioral Sciences
• Human Relations– Studies the “whys” of behaviors and how that
knowledge can be applied in practical ways
• Goals of Human Relations1. Personal growth and development
2. Achievement of organizational objectives
© 2012 Cengage Learning. All rights reserved. 1–11
Human Relations and the “Total Person”
WORK LIFE
PERSONAL LIFE
Emotional Control
Self-Awareness
Physical Fitness
Self-Esteem
Creativity
Values
© 2012 Cengage Learning. All rights reserved. 1–12
Need for a Supportive Environment
• A supportive environment can lead to:– Greater personal career satisfaction– Greater employee commitment– Increased organizational productivity and
efficiency
• Requires full commitment and support of management
© 2012 Cengage Learning. All rights reserved. 1–13
FIGURE 1.2 Major Forces Influencing Worker Behavior
© 2012 Cengage Learning. All rights reserved. 1–14
Major Forces Influencing Worker Behavior
• Organizational Culture– The collection of shared values, beliefs, rituals,
stories, and myths that foster a feeling of community among organizational members
How does the culture of your institution influence the behavior of students and faculty or workers?
© 2012 Cengage Learning. All rights reserved.
• Supervisory-Management Influence:
– Productivity
– Customer relations
– Safety consciousness
– Loyalty to the firm
• Work Group Influence:
– Social needs
– Emotional support
– Problem solving and goal attainment
1–15
Major Forces Influencing Worker Behavior
© 2012 Cengage Learning. All rights reserved. 1–16
Major Forces Influencing Worker Behavior
• Job Influence– Fulfills economic needs– Provide meaning and fulfillment– Offer satisfying and rewarding work– Can create frustrating sense of powerlessness
What kind of job motivates you to work up to your potential, and with zest? What drains you?
© 2012 Cengage Learning. All rights reserved.
• Personal Characteristics:– Behavior often reflects
a match between firm’s environment and the individual’s personal characteristics (person-job fit)
• Family Influences:– Increase in dual-
income families– Problems on the job,
(e.g., tardiness), are often linked to family issues
1–17
Major Forces Influencing Worker Behavior
© 2012 Cengage Learning. All rights reserved.
• Early attempts to improve productivity:– Focused on plant
layout and mechanical processes
• Later attempts to improve productivity:– Focus on nature of
work and workers as complex humans
1–18
The Development of the Human Relations Movement
Concern for Things Concern for People
© 2012 Cengage Learning. All rights reserved. 1–19
The Human Relations Movement
• The Impact of the Industrial Revolution
– Shifted work from home-based craftwork to factory production; profoundly impacting the nature of work and workers’ roles
– Produced little understanding of employee needs and relation to production processes
– Increased output, but processes were still lacking in efficiency and uniformity
© 2012 Cengage Learning. All rights reserved. 1–20
The Human Relations Movement
• Taylor’s Scientific Management
– Frederick Taylor redesigned jobs to increase efficiency and reduce wasted effort
• Systematically studied each job to break it down into its smallest movements.
• Productivity increased but required little thinking by worker.
© 2012 Cengage Learning. All rights reserved. 1–21
The Human Relations Movement
• Mayo’s Hawthorne Studies– Original intentions:
• To study effects of illumination and ventilation on assembly-line worker fatigue
– Fortuitous discoveries:• Feedback (attention paid to workers) and greater
freedom from supervisory control increased worker performance and made them feel important
• Interaction among workers created an “informal organization” of relationships
© 2012 Cengage Learning. All rights reserved.
• During the Great Depression– Interest in human
relations research waned as other concerns gained momentum
• During the postwar economic expansion– Interest in human
relations field increased
– Important theories emerge (Drucker, Berne, McGregor, Maslow, Herzberg)
1–22
Human Relations: From the Great Depression to the New Millennium
© 2012 Cengage Learning. All rights reserved. 1–23
FIGURE 1.3 Major Themes in Human Relations
© 2012 Cengage Learning. All rights reserved.
KEY TERMS
1–24
human relations
total person
organizational culture
scientific management
Hawthorne studies
informal organization
communication
self-awareness
self-acceptance
motivation
trust
self-disclosure
conflict resolution