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:

Chapter 1 A Framework for Interpersonal Skill Development
Learning Objectives
Learning Objective 1 Plan of the Text
Learning Objective 2 A Model for Improving Interpersonal Skills
Goal or Desired State of Affairs
Fine Points about Goal Setting
Assessing Reality
An Action Plan
Feedback on Actions
Frequent Practice
Skill-Building Exercise 1-1 Applying the Model for Improving Interpersonal Skills
Learning Objective 3 Identification of Developmental Needs
Learning Objective 4 Universal Needs for Improving Interpersonal Relations
Self-Assessment Quiz 1-1 What Are Your Developmental Needs?
Developing Interpersonal Skills on the Job
Informal Learning
Specific Developmental Experiences
Developing Your Human Relations Skills and Reinforcing Concepts
Summary
Questions for Discussion and Review
Multiple Choice
Short Answer
The Web Corner
Chapter 2 Understanding Individual Differences
Learning Objectives
Learning Objective 1 Learning Objective 2 Personality
Eight Major Personality Factors and Traits
Self-Assessment Quiz 2-1 The Risk-Taking Scale
The Eight Factors and Traits and Job Performance
Extraversion and Self-Monitoring
Organizational Citizenship Behaviour
Turnover and Personality
Optimism and Pessimism
Combination of Standing on Several Personality Traits
Cognitive Styles and Personality Types
Learning Objective 3 Guidelines for Dealing with Different Personality Types
Skill-Building Exercise 2-1 Personality Role-Plays
The Extravert:
The Open-to-Experience Type:
The Organizational Citizen:
Cognitive Ability
Traditional Intelligence
Practical Intelligence
Multiple Intelligences
Emotional Intelligence
Skill-Building Exercise 2-2 Adapting to People of Different Mental Ability
The Cognitively Skilled Co-Worker:
The Cognitively Average Team Member:
Learning Objective 4 Guidelines for Relating to People of Different Levels and Types of Intelligence
Skill-Building Exercise 2-3 Helping an Intellectually Challenged Worker Get Started
Values as a Source of Individual Differences
Classification of Values
Generational Differences in Values
How Values Are Learned
Clarifying Your Values
Self-Assessment Quiz 2-2 Clarifying Your Values
The Mesh between Individual and Job Values
Learning Objective 5 Guidelines for Using Values to Improve Interpersonal Relations
Skill-Building Exercise 2-4 The Value-Conflict Role-Play
Developing Your Human Relations Skills and Reinforcing Concepts
Summary
Questions for Discussion and Review
Multiple Choice
Short Answer
The Web Corner
Chapter 3 Building Self-Esteem and Self-Confidence
Learning Objectives
Learning Objective 1 The Meaning of Self-Esteem, Its Development and Consequences
Self-Assessment Quiz 3-1 The Self-Esteem Checklist
How Self-Esteem Develops
The Consequences of High Self-Esteem
Career Success
Good Mental Health
Profiting from Feedback
Organizational Success
Potential Negative Consequences
Learning Objective 2 Enhancing Self-Esteem
Attain Legitimate Accomplishments
Be Aware of Personal Strengths
Skill-Building Exercise 3-1 Reinforcing a Positive Self-Image
Rebut the Inner Critic
Skill-Building Exercise 3-2 The Self-Esteem Building Club
Practise Self-Nurturing
Minimize Settings and Interactions That Detract from Your Feelings of Competence
Get Help from Others
Model the Behaviour of People with High Self-Esteem
Create a High-Self-Esteem Living Space
Skill-Building Exercise 3-3 The Self-Esteem Calendar
How a Manager Helps Build the Self-Esteem of Group Members
Learning Objective 3 The Importance of Self-Confidence and Self-Efficacy
Self-Assessment Quiz 3-2 How Self-Confident Are You?
Learning Objective 4 Techniques for Developing and Enhancing Your Self-Confidence
Develop a Solid Knowledge Base
Use Positive Self-Talk
Avoid Negative Self-Talk
Use Positive Visual Imagery
Set High Expectations for Yourself (the Galatea Effect)
Develop the Explanatory Style of Optimists
Strive for Peak Performance
Skill-Building Exercise 3-4 Building Your Self-Confidence and Self-Efficacy
Bounce Back from Setbacks and Embarrassments
Get Past the Emotional Turmoil
Find a Creative Solution to Your Problem
Developing Your Human Relations Skills and Reinforcing Concepts
Summary
Questions for Discussion and Review
Multiple Choice
Short Answer
The Web Corner
Chapter 4 Interpersonal Communication
Learning Objectives
Learning Objective 1 Steps in the Communication Process
Learning Objective 2 Relationship Building and Interpersonal Communication
Learning Objective 3 Nonverbal Communication in Organizations
Modes of Transmission of Nonverbal Communication
Environment
Interpersonal Distance
Posture
Hand Gestures
Facial Expressions and Eye Contact
Voice Quality
Self-Assessment Quiz 4-1 Voice-Quality Checkup
Personal Appearance
Attention Paid to Other Person
Guidelines for Improving Nonverbal Communication
Skill-Building Exercise 4-1 The Mirroring Technique
Learning Objective 4 Guidelines for Overcoming Communication Problems and Barriers
Understand the Receiver
Minimize Defensive Communication
Repeat Your Message Using Multiple Channels (in Moderation)
Check Comprehension and Feelings through Verbal and Nonverbal Feedback
Display a Positive Attitude
Communicate Persuasively
Engage in Active Listening
Skill-Building Exercise 4-2 I Want a Raise
Accept the Sender’s Figure of Speech
Paraphrase and Listen Reflectively
Minimize Distractions
Ask Questions
Allow the Sender to Finish His or Her Sentence
Use Nonverbal Communication
Minimize Words That Shut Down Discussion
Avoid the Need to Lie or Fake When You Have Not Been Paying Attention
Prepare for Stressful Conversations
Self-Assessment Quiz 4-2 Listening Traps
Skill-Building Exercise 4-3 Listening to a Co-worker
The Elated Co-worker:
The Discouraged Co-worker:
Engage in Metacommunication
Recognize Gender Differences in Communication Style
Developing Your Human Relations Skills and Reinforcing Concepts
Summary
Questions for Discussion and Review
Multiple Choice
Short Answer
The Web Corner
Chapter 5 Interpersonal Skills for the Digital World
Learning Objectives
Self-Assessment Quiz 5-1 The Interpersonal Skills for the Digital World Checklist
Learning Objective 1 Interpersonal Skills for One-on-One Interactions
Cell Phones and Text Messaging
Positive Interpersonal Skills While Using Cell Phones and Text Messaging
Negative Interpersonal Skills While Using Cell Phones and Text Messaging
Skill-Building Exercise 5-1 The Important Message
Email Messages and Instant Messaging
Webcam Job Interviews
Interpersonal Aspects of Multitasking
Multitasking and Positive Interpersonal Skills
Multitasking and Negative Interpersonal Skills
Harassment and Cyberbullying of Others
Learning Objective 2 Learning Objective 3 Interpersonal Skills for Small and Large Audiences
Social Networking by Internet
Positive Interpersonal Skills and Social Networking
Negative Interpersonal Skills and Social Networking
Laptop and Personal Digital Assistant Use during Meetings and Other Formal Settings
Skill-Building Exercise 5-2 Justifying Laptop Use during a Meeting
Interpersonal Aspects of Presentation Technology
Videoconferencing
Self-Assessment Quiz 5-2 The Presentation Technology Checklist of Interpersonal Behaviours
Interpersonal Skills Linked to Telecommuting
Avoiding Damage to Your Online Reputation
Developing Your Human Relations Skills and Reinforcing Concepts
Summary
Questions for Discussion and Review
Multiple Choice
Short Answer
The Web Corner
Chapter 6 Developing Teamwork Skills
Learning Objectives
Learning Objective 1 Face-to-Face versus Virtual Teams
Self-Assessment Quiz 6-1 Team Player Attitudes
Scoring and Interpretation:
Face-to-Face (Traditional) Teams
Self-Assessment Quiz 6-2 Team Skills
Interpretation:
Virtual Teams
Learning Objective 2 Advantages and Disadvantages of Teams and Teamwork
Advantages of Group Work and Teamwork
Synergy
Work Accomplishment and High Productivity
Acceptance and Commitment
Avoidance of Major Errors
Increased Job Satisfaction
Disadvantages of Group Work and Teamwork
Time Wasting
Pressures toward Conformity
Shirking of Individual Responsibility (Social Loafing)
Fostering of Conflict
Groupthink
Self-Assessment Quiz 6-3 The Conformity Quiz
Interpretation:
Skill Development:
Learning Objective 3 Team Member Roles
Self-Assessment Quiz 6-4 Team Player Roles
Scoring and Interpretation:
Learning Objective 4 Guidelines for the Interpersonal Aspects of Team Play
Skill-Building Exercise 6-1 Team Member Roles
Scenario A: Management Team
Scenario B: Group of Sports Fans
Scenario C: Community Group
Trust Team Members
Display a High Level of Cooperation and Collaboration
Skill-Building Exercise 6-2 The Scavenger Hunt
Recognize the Interests and Achievements of Others
Give and Receive Helpful Criticism
Share the Glory
Take Care Not to Rain on Another Person’s Parade
Learning Objective 5 Guidelines for the Task Aspects of Team Play
Provide Technical Expertise (or Knowledge of the Task)
Assume Responsibility for Problems
See the Big Picture
Believe in Consensus
Focus on Deadlines
Help Team Members Do Their Jobs Better
Be a Good Organizational Citizen
Skill-Building Exercise 6-3 Habitat for the Homeless
Learning Objective 6 Developing Team Leadership Skills
Self-Assessment Quiz 6-5 What Style of Leader Are You or Would You Be?
Scoring and Interpretation:
Skill Development:
Engage in Shared Leadership
Build a Mission Statement
Skill-Building Exercise 6-4 Developing a Team Mission Statement
Show Your Team Members That They Are Trusted
Establish a Sense of Urgency and High Performance Standards
Hold Question-and-Answer Sessions with the Team
Encourage Team Members to Recognize Each Other’s Accomplishments
Encourage Honest Criticism
Skill-Building Exercise 6-5 Recognizing Team Accomplishments
Use Peer Evaluations
Help Team Members See the Big Picture
Minimize Formation of In-Groups and Out-Groups
Developing Your Human Relations Skills and Reinforcing Concepts
Summary
Questions for Discussion and Review
Multiple Choice
Short Answer
The Web Corner
Chapter 7 Group Problem Solving and Decision Making
Learning Objectives
Learning Objective 1 Rational versus Political Decision Making in Groups
Self-Assessment Quiz 7-1 My Problem-Solving Tendencies
Scoring and Interpretation:
Learning Objective 2 Guidelines for Using General Problem-Solving Groups
Working through the Group Problem-Solving Steps
The Problem-Solving Steps
Skill-Building Exercise 7-1 A General Problem-Solving Group
When to Apply the Problem-Solving Steps
The Importance of Collective Efficacy
Skill-Building Exercise 7-2 Solving a Few Unusual Problems
Problem 1: Seven Tennis Balls in a Tube
Problem 2: The Too-Low Bridge
Problem 3: The Aging Members of HOG
Managing Disagreement about Group Decision Making
Aiming for Inquiry versus Advocacy in Group Decision Making
Learning Objective 3 Guidelines for Brainstorming
Skill-Building Exercise 7-3 Stretch Your Imagination
Skill-Building Exercise 7-4 Brainstorming versus Brainwriting
Learning Objective 4 Guidelines for the Nominal Group Technique
Skill-Building Exercise 7-5 The Nominal Group Technique
Learning Objective 5 Using Standup Meetings to Facilitate Problem Solving
Using Email and Groupware to Facilitate Group Decision Making
Using Email to Facilitate Meetings
Using Groupware to Facilitate Group Problem Solving
Learning Objective 6 Suggestions for Being an Effective Meeting Participant
Developing Your Human Relations Skills and Reinforcing Concepts
Summary
Questions for Discussion and Review
Multiple Choice
Short Answer
The Web Corner
Chapter 8 Cross-Cultural Relations and Diversity
Learning Objectives
Learning Objective 1 The Diversity Umbrella
Self-Assessment Quiz 8-1 Cross-Cultural Skills and Attitudes
Interpretation:
Learning Objective 2 Understanding Cultural Differences
Cultural Sensitivity and Political Correctness
Cultural Intelligence
Respect for All Workers and Cultures
Cultural Fluency
Dimensions of Differences in Cultural Values
Skill-Building Exercise 8-1 Developing Cultural Sensitivity
Self-Assessment Quiz 8-2 Charting Your Cultural Dimension Profile
Scoring and Interpretation:
Cultural Bloopers
Learning Objective 3 Overcoming Cross-Cultural Barriers
Skill-Building Exercise 8-2 Cultural Mistakes to Avoid with Selected Cultural Groups
Learning Objective 4 Techniques for Improving Cross-Cultural Relations
Skill-Building Exercise 8-3 Cross-Cultural Relations Role-Play
Cultural Training
Cultural Intelligence Training
Language Training
Diversity Training
Forms of Diversity Training
Skill-Building Exercise 8-4 Using the Internet to Help Develop Foreign-Language Skills
Concerns about Diversity Training
Cross-Cultural and Cross-Gender Mentoring Programs
Skill-Building Exercise 8-5 Developing Empathy for Differences
Developing Your Human Relations Skills and Reinforcing Concepts
Summary
Questions for Discussion and Review
Multiple Choice
Short Answer
The Web Corner
Chapter 9 Resolving Conflicts with Others
Learning Objectives
Learning Objective 1 Sources of Interpersonal Conflict in Organizations
Learning Objective 2 Self-Assessment Quiz 9-1 Collaborative versus Competitive Styles of Conflict Management
Scoring and Interpretation:
Competition for Limited Resources
Role Conflict
Competing Work and Family Demands
Work-to-Family and Family-to-Work Conflict
The Issue of Work–Life Choices
Company Initiatives to Reduce Work–Family Conflict
Personality Clashes
Bullies in the Workplace
Incivility and Rudeness
Cross-Generational Conflict
Workplace Violence (A Cause and Effect of Conflict)
Learning Objective 3 Conflict Management Styles
Competitive Style
Accommodative Style
Sharing Style
Collaborative Style
Avoidant Style
Skill-Building Exercise 9-1 Win–Win Conflict Resolution
Learning Objective 4 Guidelines and Techniques for Resolving Conflicts
Confrontation and Problem Solving
Constructive Handling of Criticism
Reframing
Reframing through Cognitive Restructuring
Skill-Building Exercise 9-2 Disarming the Opposition
Skill-Building Exercise 9-3 Reframing through Cognitive Restructuring
Reframing by Asking Questions
Negotiating and Bargaining
Understand the Other Party’s Perspective
Self-Assessment Quiz 9-2 The Negotiator Quiz
Scoring and Interpretation:
Focus on Interests, Not Positions
Compromise
Begin with a Plausible Demand or Offer, Yet Allow Room for Negotiation
Make Small Concessions Gradually
Know Your Best Alternative to a Negotiated Agreement (BATNA)
Use Anger to Your Advantage
Allow for Face-Saving
Learning Objective 5 Combatting Sexual Harassment: A Special Type of Conflict
Skill-Building Exercise 9-4 Negotiating a Starting Salary
The Adverse Effects of Sexual Harassment
Guidelines for Preventing and Dealing with Sexual Harassment
Skill-Building Exercise 9-5 Combating Sexual Harassment
Scenario 1: The Offensive Jester
Scenario 2: The Flirtatious Office Manager
Developing Your Human Relations Skills and Reinforcing Concepts
Summary
Questions for Discussion and Review
Multiple Choice
Short Answer
The Web Corner
Chapter 10 Becoming an Effective Leader
Learning Objectives
Learning Objective 1 Key Leadership Traits to Develop
Self-Confidence and Leadership Efficacy
Positive Core Self-Evaluation
Assertiveness
Trustworthiness and Morality
Self-Assessment Quiz 10-1 The Assertiveness Scale
Scoring Key
Interpretation:
Sense of Humour
Skill-Building Exercise 10-1 The Witty Leader
Self-Awareness and Self-Objectivity
Cognitive Skills Including Critical Assessments
Knowledge of the Business
Critical Assessments
Independent Decision Making
Emotional Intelligence
Passion and Enthusiasm
Self-Sacrificing Personality
Learning Objective 2 Suggestions for Developing Charisma
Skill-Building Exercise 10-2 Creating a Vision
Learning Objective 3 Coaching and Training Others
Coaching Skills and Techniques
Ideal Characteristics of Peer Coaching
Suggestions for Coaching
Self-Assessment Quiz 10-2 Characteristics of an Effective Coach
Training Others
Skill-Building Exercise 10-3 Coaching a Mediocre Performer Role-Play
Skill-Building Exercise 10-4 Designing a Training Program
Learning Objective 4 Developing Your Leadership Potential
Skill-Building Exercise 10-5 My Personal Leadership Journal
Developing Your Human Relations Skills and Reinforcing Concepts
Summary
Questions for Discussion and Review
Multiple Choice
Short Answer
The Web Corner
Chapter 11 Skills for Motivating and Helping Others
Learning Objectives
Learning Objective 1 Motivation Skill Based on the Principle of “What’s in It for Me?”
Self-Assessment Quiz 11-1 My Approach to Motivating Others
Instructions:
Scoring and Interpretation:
Learning Objective 2 Using Positive Reinforcement to Motivate Others
Rule 1: State Clearly What Behaviour Will Lead to a Reward
Rule 2: Choose an Appropriate Reward
Rule 3: Supply Ample Feedback
Rule 4: Schedule Rewards Intermittently
Rule 5: Make Sure the Rewards Follow the Observed Behaviour Closely in Time
Rule 6: Make the Reward Fit the Behaviour
Rule 7: Make the Reward Visible
Skill-Building Exercise 11-2 Positive Reinforcement
Scenario 1: Rewarding a Customer Service Representative
Scenario 2: Rewarding Your Boss
Rule 8: Change the Reward Periodically
Learning Objective 3 Using Recognition to Motivate Others
Why Recognition Is a Strong Motivator
Approaches to Giving Recognition
Fine Points about Using Recognition to Motivate Others
Learning Objective 4 Using Expectancy Theory to Motivate Others
Capsule Overview of Expectancy Theory
Basic Components of Expectancy Theory
How Moods Influence Expectancy Theory
Skill-Building Exercise 11-3 Estimating Valences for Applying Expectancy Theory
Diagnosing Motivation with Expectancy Theory
Guidelines for Applying Expectancy Theory
Skill-Building Exercise 11-4 Applying Expectancy Theory
Learning Objective 5 Motivating Others by Nurturing and Mentoring
Being a Nurturing, Positive Person
Self-Assessment Quiz 11-2 Attitudes Toward Helping Others
Scoring and Interpretation:
Being a Mentor to Co-Workers
Skill-Building Exercise 11-5 The Nurturing, Positive Person
Characteristics and Types of Mentoring
Specific Mentoring Behaviours
Skill-Building Exercise 11-6 Selecting a Protégé
My Ideal Protégé
Helping Difficult People
Types of Difficult People
Self-Assessment Quiz 11-3 Helping Difficult People
Scoring and Interpretation:
Tactics for Dealing with Difficult People
Stay Calm
Provide Ample Feedback
Criticize Constructively
Help the Difficult Person Feel More Confident
Use Tact and Diplomacy
Use Non-hostile Humour
Work Out a Deal
Reinforce Civil Behaviour and Good Moods
Ask the Difficult Person to THINK Before Speaking
Report Behaviour That Continues to Be Unacceptable or Inappropriate
Skill-Building Exercise 11-7 Dealing with Difficult People
Scenario 1: The Bully
Scenario 2: A No-Person
Developing Your Human Relations Skills and Reinforcing Concepts
Summary
Questions for Discussion and Review
Multiple Choice
Short Answer
The Web Corner
Chapter 12 Positive Political Skills
Learning Objectives
Self-Assessment Quiz 12-1 Organizational Politics Questionnaire
Scoring and Interpretation:
Learning Objective 1 Political Skill and Other Human Relations Skills
Sensitivity to Your Surroundings
Emotional Intelligence and Social Intelligence
Relationship Building with the Leader
Overcoming the Effects of Injustice
Learning Objective 2 Impression Management and Etiquette
Tactics of Impression Management
Display Organizational Citizenship Behaviour
Build Trust and Confidence
Be Visible and Create a Strong Presence
Admit Mistakes
Minimize Being a Yes-Person
Create a Healthy Image
Skill-Building Exercise 12-1 The Elevator 30-Second Speech
Business Etiquette
Etiquette for Work Behaviour, Including Clothing
Introductions
Relationships between Men and Women and between People of Different Ages
Dining
Working in a Cubicle
Cross-Cultural Relations
Interacting with People with Disabilities
Skill-Building Exercise 12-2 Business Etiquette
Scenario 1: Dining Etiquette
Scenario 2: Etiquette for Communicating with a Person in a Wheelchair
Learning Objective 3 Building Relationships with Managers and Other Key People
Network with Influential People
Help Your Manager Succeed
Understand Unwritten Boundaries
Volunteer for Assignments
Flatter Influential People Sensibly
Use Information Power
Skill-Building Exercise 12-3 Flattering an Influential Person
Appear Cool under Pressure
Laugh at Your Manager’s Humour
Express Constructive Disagreement
Present a Clear Picture of Your Accomplishments
Learning Objective 4 Building Relationships with Co-workers and Other Work Associates
Maintain Honest and Open Relationships
Make Others Feel Important
Be Diplomatic
Self-Assessment Quiz 12-2 How Important Do I Make People Feel?
Scoring and Interpretation:
Exchange Favours
Ask Advice
Share Constructive Gossip
Minimize Microinequities
Follow Group Norms
Skill-Building Exercise 12-4 Getting Along with Co-workers Role-Play
Scenario 1: Exchanging Favours
Scenario 2: Express an Interest in the Co-worker’s Work
Learning Objective 5 Avoiding Political Blunders
Self-Assessment Quiz 12-3 The Blunder Quiz
Scoring and Interpretation:
Developing Your Human RelationsSkills and Reinforcing Concepts
Summary
Questions for Discussion and Review
Multiple Choice
Short Answer
The Web Corner
Chapter 13 Customer Satisfaction Skills
Learning Objectives
Self-Assessment Quiz 13-1 The Customer-Service Orientation Quiz
Scoring and Interpretation:
Learning Objective 1 The Three Components of Customer Experience (Service)
Learning Objective 2 Following the General Principles of Customer Satisfaction
Be Satisfied So You Can Provide Better Customer Service
Receive Emotional Support from Co-workers to Give Better Customer Service
Understand Customer Needs and Put Them First
Focus on Solving Problems, Not Just Taking Orders
Respond Positively to Moments of Truth
Be Ready to Accept Empowerment
Skill-Building Exercise 13-1 Moments of Truth
Enhance Customer Service through Information Technology
Avoid Rudeness and Hostility toward Customers
Self-Assessment Quiz 13-2 Am I Being Rude?
Interpretation:
Learning Objective 3 Creating a Bond with Your Customer
Create a Welcoming Attitude, Including a Smile
Provide Exceptional Service
Show Care and Concern
Make the Buyer (Customer) Feel Good
Build a Personal Relationship
Skill-Building Exercise 13-2 Bonding with Customers
Scenario 1: Show Care and Concern
Scenario 2: Make the Buyer Feel Good
Invite the Customer Back
Learning Objective 4 Dealing with Customer Dissatisfaction
Deal Constructively with Customer Complaints and Anger
Involve the Customer in Working Out the Problem
Anticipate How to Handle an Unreasonable Request
Skill-Building Exercise 13-3 Dealing with Difficult Customers
Scenario 1:
Scenario 2:
Maintain a Realistic Customer Retention Attitude
Developing Your Human Relations Skills and Reinforcing Concepts
Summary
Questions for Discussion and Review
Multiple Choice
Short Answer
The Web Corner
Chapter 14 Enhancing Ethical Behaviour
Learning Objectives
Learning Objective 1 Why Be Concerned about Business Ethics?
Self-Assessment Quiz 14-1 The Ethical Reasoning Inventory
Scoring and Interpretation:
Learning Objective 2 Common Ethical Problems
Why Being Ethical Isn’t Easy
A Survey of the Extent of Ethical Problems
Frequent Ethical Dilemmas
The Temptation to Illegally Copy Software
Treating People Unfairly
Self Assessment Quiz 14-2
Sexual Harassment
Conflict of Interest
Dealing with Confidential Information
Misrepresenting Employment or Education History
Use of Corporate Resources
Ethical Violations with Computers and Information Technology
Wasting Company Time
Choosing between Two Rights: Dealing with Defining Moments
Skill-Building Exercise 14-1 The Ethics Game
Scenario 1:
Scenario 2:
Scenario 3:
Scoring and Observation:
Source:
Skill-Building Exercise 14-2 Dealing with Defining Moments
Scenario 1:
Scenario 2:
Learning Objective 3 Guidelines for Behaving Ethically
Developing Virtuousness
Following a Guide to Ethical Decision-Making
Skill-Building Exercise 14-3 Ethical Decision Making
Scenario 1: To Recycle or Not
Scenario 2: The Job Applicant with a Past
Scenario 3: The High-Profit Toy
Developing Closer Relationships with Work Associates
Using Corporate Ethics Programs
Self-Assessment Quiz 14-3 The Ethical Workplace Relationships Inventory
Scoring and Interpretation:
Being Environmentally Conscious
Following an Applicable Professional Code of Conduct
Skill-Building Exercise 14-4 Conducting an Environmental Audit
Be Ready to Exert Upward Ethical Leadership
Skill-Building Exercise 14-5 Confronting the Unethical Boss
Developing Your Human Relations Skills and Reinforcing Concepts
Summary
Questions for Discussion and Review
Multiple Choice
Short Answer
The Web Corner
Chapter 15 Personal Productivity and Stress Management
Learning Objectives
Learning Objective 1 Increasing Personal Productivity
Dealing with Procrastination
Self-Assessment Quiz 15-1 Procrastination Tendencies
Scoring and Interpretation:
Learning Objective 2 Attitudes and Values That Increase Personal Productivity
Begin with a Mission and Goals
Skill-Building Exercise 15-1 Using a Mission Statement and Goals to Power Work Habits
A. Mission Statement:
B. Long-Range Goals to Support Mission Statement:
C. Intermediate-Range Goals to Support Long-Range Goals:
D.Weekly Goals to Support Intermediate-Range Goals:
E. Today’s Goals to Support Weekly Goals (My To-Do List):
Work Smarter, Not Harder
Value Orderliness and Cleanliness
Value Good Attendance and Punctuality
Attain a Balance in Life and Avoid Being a Workaholic
Learning Objective 3 Work Habits and Skills That Increase Personal Productivity
Prepare a To-Do List and Set Priorities
Streamline Your Work and Emphasize Important Tasks
Concentrate on One Important Task at a Time Instead of Multitasking
Stay in Control of Paperwork and Electronic Work
Work Productively from Your Home Office or Virtual Office
Improve Your Internet Search Skills
Skill-Building Exercise 15-2 Boosting Productivity through Work Habits on the Internet
Learning Objective 4 Overcoming Time Wasters
Skill-Building Exercise 15-3 Maintaining a Time Log
Self-Assessment Quiz 15-2 Tendencies toward Perfectionism
Scoring and Interpretation:
Understanding and Managing Stress
Learning Objective 5 Symptoms and Consequences of Stress
Physiological Reactions
Job Performance Consequences
Burnout and Stress
Learning Objective 6 Personality and Job Factors Contributing to Stress
Personality Factors Predisposing People toward Stress
Job Sources of Stress
Role Overload
Role Conflict and Role Ambiguity
Adverse Environmental Conditions
Adverse Interaction with Customers and Clients and Emotional Labour
Environmentally Induced Attention Deficit Disorder
Job Insecurity and Job Loss
Learning Objective 7 Methods and Techniques for Managing Stress
Eliminate or Modify the Stressor
Get Appropriate Physical Exercise
Get Sufficient Rest
Maintain a Healthy Diet
Build a Support Network
Practise Visualization and Meditation
Skill-Building Exercise 15-4 Visualization for Stress Reduction
Practise Everyday Methods of Stress Reduction
Skill-Building Exercise 15-5 Personal Stress Management Action Plan
Developing Your Human RelationsSkills and Reinforcing Concepts
Summary
Questions for Discussion and Review
Multiple Choice
Short Answer
The Web Corner
Chapter 16 Job Search and Care Management Skills
Learning Objectives
Learning Objective 1 Conducting a Job Search
Job-Hunting Tactics
Identify Your Job Objectives
Be Aware of Qualifications Sought by Employers
Identify Your Skills and Potential Contribution
Develop a Comprehensive Marketing Strategy
Self-Assessment Quiz 16-1 Qualifications Sought by Employers
Interpretation:
Use Networking to Reach Company Insiders
Skill-Building Exercise 16-1 Extreme Job Hunting
Use Multiple Online Approaches
Smile at Network Members and Interviewers and Be Enthusiastic
Smooth Out Rough Spots in Your Background
Skill-Building Exercise 16-2 Job Hunting on the Internet
The Résumé and Cover Letter
Purpose of the Résumé
Résumé Length and Format
Video Résumés and Creative Formats
The Cover Letter
Performing Well in a Job Interview
Skill-Building Exercise 16-3 The Job Interview
Learning Objective 2 Vertical and Horizontal Career Paths
The Vertical (Traditional) Career Path
The Horizontal Career Path
Skill-Building Exercise 16-4 Developing a Career Path
Learning Objective 3 Career Advancement Strategies and Tactics
Capitalize on Your Strengths and Build Your Personal Brand
Be Passionate about and Proud of Your Work
Develop a Code of Professional Ethics
Develop a Proactive Personality
Self-Assessment Quiz 16-2 Proactive Personality Scale
Interpretation:
Keep Growing through Continuous Learning and Self-Development
Document Your Accomplishments
Project a Professional Image
Skill-Building Exercise 16-5 The Professional Image Investigation
Think of Yourself as a Provider of Services
Develop Depth and Breadth
Rely on a Network of Successful People
Work with a Mentor
Skill-Building Exercise 16-6 Building Your Network
Find a Good Person—Organization Fit
Take Sensible Risks
Pursue Fields and Industries Many Others Overlook
Emphasize Relationships to Combat Being Outsourced
Developing Your Human Relations Skills and Reinforcing Concepts
Summary
Questions for Discussion and Review
Multiple Choice
Short Answer
The Web Corner
Notes
Chapter 16
Glossary
Notes
Index
A
B
C
D
E
F
G
H
I
J
K
L
M
N
O
P
Q
R
S
T
U
V
W
Y
Z