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• Nature, purpose and importance in organizations
• Career success and work/life balance• Major developments in field• Historical overview of field• Forces influencing behavior• Seven themes for effectiveness
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The Nature, Purpose and Importance of Human Relations
• Best-managed organizations…– understand work is done through
relationships– are not simply being “nice to people” – genuinely help employees come alive
through their work– align goals of worker and workplace
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Human Relations Defined
• Study of all types of interactions among people, including:– Conflicts – Cooperative efforts – Group relationships
• Study of why beliefs, attitudes, and behaviors can cause problems in personal and professional relationships
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Human Relations in the Age of Information
• Industrial to information economy • Information exchange is foundation of
most economic transactions• Increase in amount and speed of
information• Alters traditional patterns of work and
leisure
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Human Relations in the Age of Information
• Dynamic, but disorienting and stressful• Reduced sources of connection away
from work• Less contact with extended families
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Human Relations in the Age of Information
• Over emphasis on information can limit one’s effectiveness
• Need balance and perspective• Human-contact deficiency weakens the
spirit, the mind, and the body• To survive and thrive, we need warm-
hearted contact with people
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The Importance of Human Relations
• 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
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Trend: Instability of Labor Market
• Worker dislocation due to increased numbers of:– Mergers and acquisitions – Buyouts and downsizing– Business closings and bankruptcy
• Can result in:– Low moral– Mistrust of management
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Trend: Changing Work Patterns
• When, where and how • New opportunities and challenges
– Increase in temporary workers– More self-employed and contract
employees “Free Agent Nation”– Telecommuting– More employers over a career
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Trend: Orientation Toward Service to Customers
• Service economy• Some competitive advantages are easy
to copy (i.e., technology, financial structure)
• Relationships key to sustainable competitive advantage and they are difficult to copy
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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. ChambersAuthor, The Bad Attitude Survival Guide
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Trend: Lack of Civility in the Workplace
• Rudeness, insensitivity, disrespect• “Me” rather than “We” attitudes• Workplace incivility threatens employee
relationships
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Trend: Increasing Use of Teams
• Using teams can:– Improve product quality and customer
service– Improve job satisfaction
• Organizations need to develop team skills:– Group decision making– Leadership– Conflict resolution– Communication
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Trend: Increasing Work Force Diversity
• Prominent characteristic of today’s work force
• Organizations need to increase tolerance and understanding for differences in:– Age– Gender– Race– Physical traits– Sexual orientation
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Trend: Growing Income Inequality
• Socioeconomic status influenced by:– Income– Job– Education
• Created climate of resentment and distrust
• Wage gap keeps getting bigger• Negatively impacts physical and mental
health of lowest socioeconomic status
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Challenges of Today’s workplace:
• Wide range of interpersonal skills are needed
• Contact with customers, clients, patients, and other workers
• Every relations differs in:Age and Gender Work background ValuesCommunication style Work ethics Culture
• Each encounter offers new challenge
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Manage Three Relationships
• People must manage three types:– Relationships with ourselves– One-to-one relationships– Group relationships
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Figure 1.1: Major Relationship Management Challenges
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Relationship with Ourselves
• Positive self image and self-confidence is good for relations with others
• Many people have negative ideas and feelings about themselves
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One-to-One Relationships
• Occupations with high client/customer contact face this challenge every day
• Biases can be barriers:– Racial– Age– Gender– Communication-style
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Group Relationships
• Many assigned to work as members of a team
• Lack of cooperation among members can result in quality or productivity problems
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Human Relations Draws on Behavioral Sciences
• Psychology Individual• Sociology • Anthropology Group dynamic
• Focus on “why” of human behavior
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Beyond Human Behavior….
• The field of human relations goes further than “why”
• Emphasis on applied:– Anticipation of problems– Resolution – Prevention
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The “Total Person”
• Each person’s characteristics part of single system making up the whole person
• Only “total person” can be employed• Traits are interdependent:
– Physical fitness Emotional control– Self-awareness Self-esteem– Value orientation
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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
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Examples of “Total Person” Development Programs
• Stress management • Physical fitness
programs• Balancing work and
family seminars• Values clarification
education
• On-site services (i.e., Dental)
• Parenting classes• Financial planning
and home loan assistance
• Software training• Assertiveness
training
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Total Person Insight
The rules for work are changing, and we’re all being judged, whether we know it or not, by a new yardstick—not 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 GolemanAuthor, Working with Emotional Intelligence
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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
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Influential Forces
• Understanding human behavior at work begins with a review of the six major forces that affect every employee
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Figure 1.2: Major Forces Influencing Worker Behavior
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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
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Supervisory-Management
• Managers hold key position to influence employee behavior
• Spokespersons for the organization• Philosophy, competence, and
leadership style establish image in eyes of employees
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Supervisory-Management
• Establish perceptions of organization’s concern for employee welfare
• Perceptions influence factors such as:– Productivity– Customer relations– Safety– Loyalty to the firm
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Total Person Insight
Jobs do a lot more than merely provide income. They provide the opportunity to learn and enhance skills, to have some control over one’s fate and, perhaps most important, to gain a sense of self-worth, a sense of carrying one’s own weight.
William RaspberrySyndicated Columnist
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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
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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
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Personal Characteristics
• All employees bring combination of:– Abilities and interests Aptitudes– Values Expectations
• Behavior often reflection of match between environment and individual’s characteristics
• Creating idea work environment to meet all needs is a challenge
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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
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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
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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
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Taylor’s Scientific Management
• Frederick Taylor started movement in 1874 – He became aware of inefficiency and
waste– Systematically studied each job– Segmented work down into isolated,
specialized tasks– Different workers were assigned to each
task• Resulted in more efficiency, but
required little thinking by worker
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Taylor’s Concept
• Theories became very popular among business owners and managers
• Paved the way for the assembly line• Criticized for exploiting, not helping,
workers
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Total Person Insight
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 BaughmanDirector of Management Development, General Electric
Co.
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The Hawthorne Studies
• 1920s, Elton Mayo sets out to study effects of illumination and ventilation on worker fatigue
• Became seminal investigation into role of human relations in group and individual productivity
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Mayo’s Two Discoveries
1. Workers increased performance when they felt important and had greater freedom from supervisory control
2. Interaction among workers created an “informal organization”
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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
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During the 1940s
• Douglas McGregor – Performance related to tapping human
potential• Abraham Maslow
– Hierarchy of needs• Frederick Herzberg
– Employee motivation and satisfaction
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The 1950s and 1960s
• Eric Bern– Interpersonal communication and
transactional analysis• Carl Rogers
– Personality development, interpersonal communication and group dynamics
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During the 1980s
• William Ouchi– Theory Z style of management
• Tom Peters and Robert Waterman– Importance of people in organizations
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Major Themes
• Several themes emerge from these studies of human relations
• Themes concern two goals: – Personal growth and development– Achievement of organizational objectives
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Figure 1.3: Major Themes in Human Relations
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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
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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
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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
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Motivation
• Motivation of self – Comes from within
• Motivation of others – Comes from understanding complex
motivation theories and strategies
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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
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Self-Disclosure
• Self-disclosure is an intricate part of building trust
• Constructive part of good communication and helps eliminate unnecessary guessing
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Conflict Resolution
• Conflict tends to obstruct cooperative action, create suspicion and distrust, and decrease productivity
• Resolution strategies improve communication, emotional control, and team building
• Requires much energy
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Benefits to You
• Better understanding of human behavior in groups
• Can help you become more sensitive to yourself and others
• Provides techniques for solving people-related problems– Act more wisely when problems arise– Anticipate conflicts or prevent them from
escalating
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Summary
• The study of human relations helps people fulfill growth needs and meet organizational goals
• Realization that employee’s life outside of work has impact on organization
• Many firms are developing training and education programs for “total person”
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Summary
• Human relations gives people a better understanding of basic behavioral concepts
• Understanding allows them to make better choices when problems arise
• It helps them anticipate and prevent conflicts
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Summary
• The development of the human relations field redefined:– Nature of work– Perception of managers and workers as
complex human beings