A

L E W Y U 1

INTERPERSONAL JOB-ORIENTED SKILLS

Andrew J. DuBrinCollege of Business

Rochester Institute of Technology

Prentice HallBoston Columbus Indianapolis New York San Francisco Upper Saddle River

Amsterdam Cape Town Dubai London Madrid Milan Munich Paris Montreal TorontoDelhi Mexico City Sao Paulo Sydney Hong Kong Seoul Singapore Taipei Tokyo

Preface xv

Chapter 1

Chapter 2

A Framework for Interpersonal Skill Development 2Plan of the Book 4A Model for Improving Interpersonal Skills 5, Goal or Desired State of Affairs 6

Assessing Reality 7An Action Plan 8Feedback on Actions 8Frequent Practice 8

Identification of Developmental Needs 10Universal Needs for Improving Interpersonal Relations 10Developing Interpersonal Skills on the Job 13

Informal Learning 13Specific Developmental Experiences 14Self-Assessment Quiz in Overview 15

Concept Review and Reinforcement 16Key Terms 16Summary 16Questions for Discussion and Review 16The Web Corner 17Developing Your Human Relations Skills 18Interpersonal Relations Case 1.1: Nobody Likes Me 18Interpersonal Relations Casel.2: Betty Lou Sets Some Goals 18Interpersonal Skills Role-Play: Selling at the Office 19

Understanding Individual Differences 20Personality 21

Eight Major Personality Factors and Traits 21The Eight Factors and Traits and Job Performance 23Personality Types and Cognitive Styles 26Guidelines for Dealing with Different Personality Types 28

Cognitive Ability 30

Components of Traditional Intelligence 30Practical Intelligence 31Multiple Intelligences 32Emotional Intelligence 33Guidelines for Relating to People of Different Levels and

Types of Intelligences 34

IV

Values as a Source of Individual Differences 35Classification of Values 36Generational Differences in Values 36How Values Are Learned 37Clarifying Your Values 38The Mesh between Individual and Job Values 38Guidelines for Using Values to Enhance Interpersonal

Relations 39Self-Assessment Quizzes in Overview 40

Concept Review and Reinforcement 41Key Terms 41Summary 41Questions for Discussion and Review 42The Web Corner 42

'- Developing Your Human Relations Skills 43interpersonal Relations Case 2.1: Capitalizing on Hidden Talent

\ at Westmont Center 43Interpersonal Relations Case 2.2: Values Are Big at Zappos 44

Chapter 3 Building Self-Esteem and Self-Confidence 46The Meaning of Self-Esteem, Its Development and Consequences 48

How Self-Esteem Develops 49The Consequences of High Self-Esteem 50

Enhancing Self-Esteem 52Attain legitimate Accomplishments 53Be Aware of Personal Strengths 53Rebut the Inner Critic 54

/ Practice Self-Nurturing 54Minimize Settings and Interactions that Detract from Your

Feelings of Competence 55Get Help from Others 55Model the Behavior of People with High Self-Esteem 56Create a High Self-Esteem Living Space 56How a Manager Helps Build the Self-Esteem of

Group Members 56The Importance of Self-Confidence and Self-Efficacy 57Techniques for Developing and Enhancing Your Self-Confidence 57

Develop a Solid Knowledge Base 58Use Positive Self-Talk 59Avoid Negative Self-Talk 60Use Positive Visual Imagery 60Set High Expectations for Yourself (the Galatea Effect) 60Develop the Explanatory Style of Optimists 61Strive for Peak Performance 61Bounce Back from Setbacks and Embarrassments 62Self-Assessment Quizzes in Overview 63

Concept Review and Reinforcement 64Key Terms 64Summary 64Questions for Discussion and Review 64

CONTENTS

The Web Corner 65Developing Your Human Relations Skills 66Interpersonal Relations Case 3.1: The Confetti Man 66Interpersonal Relations Case 3.2: Homeboy Industries Helps

Ex-Cons Go Green 66

Chapter 4 Interpersonal Communication 68Steps in the Communication Process 70Relationship Building and Interpersonal Communication 71Nonverbal Communication in Organizations 73

Modes of Transmission of Nonverbal Communication 73Guidelines for Improving Nonverbal Communication 76

Guidelines for Overcoming Communication Problemsand Barriers 77Understand the Receiver 78Minimize Defensive Communication 79Repeat Your Message Using Multiple Channels

(in Moderation) 79Check Comprehension and Feelings through Verbal

and Nonverbal Feedback 79Display a Positive Attitude 80Communicate Persuasively 80Engage in Active Listening 82Prepare for Stressful Conversations 85Engage in Metacommunication 87Recognize Gender Differences in Communication Style 87Self-Assessment Quizzes in Overview 88

Concept Review and Reinforcement 89Key Terms 89Summary 89Questions for Discussion and Review 89The Web Corner 90Developing Your Human Relations Skills 91Interpersonal Relations Case: Why Am I Not Getting

through to These People? 91Interpersonal Skills Role-Play: Getting through to a

Property Specialist 91Interpersonal Relations Case 4.2: Karl Walks Around 92

Chapter 5 Interpersonal Skills for the Digital World 94Interpersonal Skills for One-on-One Interactions 95

Cell Phones and Text Messaging 97E-Mail Messages and Instant Messaging 99Webcam Job Interviews 100Interpersonal Aspects of Multitasking 103Harassment of Others 104

Interpersonal Skills for Social Networking and Small Audiences 105Social Networking by Internet 105Laptop and Personal Digital Assistant Use during

Meetings 107Interpersonal Aspects of Presentation Technology 108

VI CONTENTS

Videoconferencing 109Interpersonal Skills Linked to Telecommuting 110Avoiding Damager to Your Online Reputation 110Self-Assessment Quizzes in Overview 111

Concept Review and Reinforcement 112Key Terms 112Summary 112 'Questions for Discussion and Review 113The Web Corner 113Developing Your Human Relations Skills 114

' Interpersonal Relations Case 5.1: Unveiled on Facebook 114Interpersonal Relations Role-Play: Dealing with the Surprise

Video on Facebook 114Interpersonal Relations Case 5.2: Kevin, the* Twitter Guy 115

Chapter 6 DeVf loping Teamwork Skills 116Face-to-Face versus Virtual Teams 117

Face-to-Face (Traditional) Teams 117Virtual Teams 118

The Advantages and Disadvantages of Teams and Teamwork 120Advantages of Group Work and Teamwork 120Disadvantages of Group Work and Teamwork 121

Team Member Roles 122Guidelines for the Interpersonal Aspects of Team Play 127

Trust Team Members 128Display a High Level of Cooperation and Collaboration 129

/ Recognizing the Interests and Achievements of Others 129

Give and Receive Helpful Criticism 130Share the Glory 130Take Care Not to Rain on Another Person's Parade 130

Guidelines for the Task Aspects of Team Play 130Provide Technical Expertise (or Knowledge

of the Task) 131

Assume Responsibility for Problems 131See the Big Picture 131Believe in Consensus 132Focus on Deadlines 132Help Team Members Do Their Jobs Better 132Be a Good Organizational Citizen 132Self-Assessment Quizzes in Overview 133

Concept Review and Reinforcement 134Key Terms 134Summary 134Questions for Discussion and Review 134The Web Corner 135Developing Your Human Relations Skills 136Interpersonal Relations Case 6.1: Leah Puts on her

Team Player Face 136Interpersonal Relations Case 6.2: Ruth Waves a Red Flag 136

CONTENTS VII

Chapter 7 Group Problem Solving and Decision Making 138Rational versus Political Decision Making in Groups 139Guidelines for Using General Problem-Solving Groups 141

Working through the Group Problem-Solving Steps 141Managing Disagreement about Group Decision Making 143Aiming for Inquiry versus Advocacy in Group

Decision Making 145Guidelines for Brainstorming 145Guidelines for the Nominal Group Technique 147Using Standup Meetings to Facilitate Problem Solving 149Using E-Mail and Groupware to Facilitate Group

Decision Making 150Using E-Mail to Facilitate Meetings 150Using Groupware to Facilitate Group Problem Solving 151

Suggestions for Being an Effective Meeting Participant 152Cultural Factors and Group Decision Making 152

Self-Assessment Quiz in Overview 153Concept Review and Reinforcement 154Key Terms 154Summary 154Questions for Discussion and Review 155The Web Corner 155Developing Your Human Relations Skills 156Interpersonal Relations Case 7.1: Pet Groomers on Wheels

Get Into a Huddle 156Interpersonal Relations Case 7.2: The Torpedoed

Submarine Rolls 156

Chapter 8 Cross-Cultural Relations and Diversity 158The Diversity Umbrella 159Understanding Cultural Differences 162

Cultural Sensitivity and Political Correctness 162Cultural Intelligence 162Respect for All Workers and Cultures 164Cultural Fluency 165Dimensions of Differences in Cultural Values 165Cultural Bloopers 167

Overcoming Cross-Cultural Communication Barriers 168Techniques for Improving Cross-Cultural Relations 170

Cultural Training 170Cultural Intelligence Training 172Language Training 172Diversity Training 173Cross-Cultural and Cross-Gender Mentoring Programs 174Self-Assessment Quizzes in Overview 175

Concept Review and Reinforcement 1 7 6Key Terms 1 7 6Summary 1 7 6Questions for Discussion and Review 1 7 7The Web Corner 177

VIII CONTENTS

Developing Your Human Relations Skills 178Interpersonal Relations Case 8.1: What to Do with Shabana? 178Interpersonal Relations Case 8.2: Akiak Wants to Fit In 178Interpersonal Skills Role-Play: Building a Relationship with an

Eskimo Electronic Technician 179

Chapter 9 Resolving Conflicts with Others 180Sources of Interpersonal Conflict in Organizations 181

Competition for Limited Resources 181Role Conflict 181Competing Work and Family Demands 182Personality Clashes 184Bullies in the Workplace 184Incivility and Rudeness 185

, Cross-Generational Conflict 185• Workplace Violence (A Cause and Effect of Conflict) 186

Conflict-Management Styles 186Competitive Style 187Accommodative Style 187Sharing Style 187Collaborative Style (Win-Win) 188Avoidant Style 189

Guidelines and Techniques for Resolving Conflicts 189Confrontation and Problem Solving 189Constructive Handling of Criticism 190Reframing 191

Negotiating and Bargaining 192Understand the Other Party's Perspective 193

Combating Sexual Harassment: A Special Type of Conflict 196Types of Harassment 197Frequency and Setting of Sexual Harassment 198 'The Adverse Effects of Sexual Harassment 198

1 Guidelines for Preventing and Dealing with Sexual Harassment 199Self-Assessment Quizzes in Overview 201

Concept Review and Reinforcement 202Key Terms 202Summary 202Questions for Discussion and Review 203The Web Corner 203Developing Your Human Relations Skills 204Interpersonal Relations Case 9.1: The Apprehensive Sales Trainee 204Interpersonal Skills Role Play: Maria Tries to Fend Off Todd 204An Interpersonal Relations Case 9.2: The Refrigerator Caper 205

Chapter 10 Becoming an Effective Leader 206Key Leadership Traits to Develop 207

Self-Confidence and Leadership Efficacy 208Positive Core Self-Evaluation 209Assertiveness 209Trustworthiness and Morality 211

CONTENTS IX

Sense of Humor 212

Self-Awareness and Self-Objectivity 213Cognitive Skills Including Critical Assessments 213Emotional Intelligence 214Passion and Enthusiasm 215Self-sacrificing personality 215

Suggestions for Developing Charisma 216Developing Team Leadership Skills 218

Engage in Shared Leadership 218Build a Mission Statement 220Show Your Team Members that They Are Trusted 220Establish a Sense of Urgency and High Performance Standards 221Hold Question-and-Answer Sessions with the Team 221Encourage Team Members to Recognize Each Other's

Accomplishments 221Encourage Honest Criticism 222Use Team Symbols 222Use Peer Evaluations 222Help Team Members See the Big Picture 223Minimize Formation of In-Groups and Out-Groups 223

Developing Your Leadership Potential 224Self-Assessment Quizzes in Overview 226

Concept Review and Reinforcement 227Key Terms 227Summary 227Questions for Discussion and Review 228The Web Corner 228Developing Your Human Relations Skills 229Interpersonal Relations Case 10.1: Chancellor Rhee

Shakes up D.C. 229Interpersonal Relations Case 10.2: So Is this How You Learn

Leadership? 230

Chapter 11 Motivating Others 232Motivation Skill Based on the Principle of "What's In

It For Me?" 235Using Positive Reinforcement to Motivate Others 236Using Recognition to Motivate Others 240 ,-f

Why Recognition is an Effective Motivator 241Approaches to Giving Recognition 241Fine Points about Using Recognition to Motivate Others 242

Using Expectancy Theory to Motivate Others 242Capsule Overview of Expectancy Theory 242Basic Components of Expectancy Theory 243How Moods Influence Expectancy Theory 244Diagnosing Motivation with Expectancy Theory 244Guidelines for Applying Expectancy Theory 246

Techniques for Self-Motivation 247Self-Assessment Quiz in Overview 248

Concept Review and Reinforcement 249

CONTENTS

Key Terms 249Summary 249Questions for Discussion and Review 250The Web Corner 250Developing Your Human Relations Skills 251Interpersonal Relations Case 11.1: On Time at Prime Time 251An Interpersonal Relations Case 11.2: The Home-Retention

Consultant Blues 252

Chapter 12 Helping Others Develop and Grow 254Being a Nurturing, Positive Person 255Being a Mentor to Coworkers 257

Characteristics and Types of Mentoring 258Specific Mentoring Behaviors 258

-.Coaching and Training Others 2601 Coaching Skills and Techniques 261

Training Others 264Helping Difficult People 267

Types of Difficult People 268Tactics for Dealing with Difficult People 269Self-Assessment Quizzes in Overview 272

Concept Review and Reinforcement 273Key Terms 273Summary 273Questions for Discussion and Review 274The Web Corner 274Developing Your Human Relations Skills 275Interpersonal Relations Case 12.1: The Reality Coach 275Interpersonal Relations Case 12.2: What to Do about Brian? 275

Chapter 13 Positive Political Skills 278Political Skill and Other Human Relations Skills 281

1 Sensitivity to Your Surroundings 281Emotional Intelligence and Social Intelligence 282Relationship Building with the Leader 282

Overcoming the Effects of Injustice 283Impression Management and Etiquette 284

Tactics of Impression Management 284Business Etiquette 287

Building Relationships with Managers and Other Key People 290Network with Influential People 290Help Your Manager Succeed 291Understand Unwritten Boundaries 292Volunteer for Assignments 292Flatter Influential People Sensibly 292Use Information Power 293Appear Cool under Pressure 294Laugh at Your Manager's Humor 294Express Constructive Disagreement 294Present a Clear Picture of Your Accomplishments 294

CONTENTS XI

Building Relationships with Coworkers and OtherWork Associates 295Maintain Honest and Open Relationships 295Make Others Feel Important 296Be Diplomatic 296Exchange Favors 297Ask for Advice 298Share Constructive Gossip 298Minimize Microinequities 299Follow Group Norms 299

Avoiding Political Blunders 300Self-Assessment Quizzes in Overview 302

Concept Review and Reinforcement 303Key Terms 303Summary 303Questions for Discussion and Review 304The Web Corner 304Developing Your Human Relations Skills 305Interpersonal Relations Case 13.1: Passed Over Pete 305Interpersonal Relations Case 13.2: Lunch 2.0 for Free 306

Chapter 14 Customer Satisfaction Skills 308The Three Components of Customer Experience (Service) 310Following the General Principles of Customer Satisfaction 311

Be Satisfied So You Can Provide Better Customer Service 312Receive Emotional Support from Coworkers and Management

to Give Better Customer Service 313Understand Customer Needs and Put Them First 314Focus on Solving Problems, Not Just Taking Orders 314Respond Positively to Moments of Truth 315Be Ready to Accept Empowerment 316Enhance Customer Service through Information

Technology 316Avoid Rudeness and Hostility toward Customers 318

Creating a Bond with Your Customer 319Create a Welcoming Attitude, Including a Smile 319Provide Exceptional Service (or Customer Experience) 320Show Care and Concern 320 ^Make the Buyer Feel Good 320Build a Personal Relationship through Interaction with

Customers 321Invite the Customer Back 321

Dealing with Customer Dissatisfaction 322Deal Constructively with Customer Complaints and Anger 324Involve the Customer in Working Out the Problem 325Anticipate How to Handle an Unreasonable Request 326Maintain a Realistic Customer Retention Attitude 326Self-Assessment Quizzes in Overview 327

Concept Review and Reinforcement 328Key Terms 328

Xli CONTENTS

Summary 328Questions for Discussion and Review 329The Web Corner 329Developing Your Human Relations Skills 330Interpersonal Relations Case 14.1: The Rumpled Claims Forms 330Interpersonal Relations Case 14.2: Indigo Takes on Shady

Shoppers 330

Chapter 15 Enhancing Ethical Behavior 332Why Be Concerned about Business Ethics? 334Why We Have So Many Ethical Problems 335

Why Being Ethical Isn't Easy 336A Survey of the Extent of Ethical Problems 336Frequent Ethical Dilemmas 336

, Choosing between Two Rights: Dealing with DefiningMoments 340

Guidelines for Behaving Ethically 342Developing Virtuousness 342Following a Guide to Ethical Decision Making 343Developing Strong Relationships with Work Associates 346Using Corporate Ethics Programs 346Being Environmentally Conscious 349Following an Applicable Professional Code of Conduct 350Being Ready to Exert Upward Ethical Leadership 350Self-Assessment Quizzes in Overview 351

Concept Review and Reinforcement 352Key Terms 352

. Summary 352Questions for Discussion'and Review 353The Web Corner 353Developing Your Human Relations Skills 354 'Interpersonal Relations Case 15.1: Is This Company Really "Going

\ Out of Business"? 354An Interpersonal Relations Case 15.2: Am I Paid to Be My

Manager's TV Repair Technician? 354Interpersonal Skills Role-Play: Dealing with the Unusual

Request from the Boss 355

Chapter 16 Stress Management and Personal Productivity 356Understanding and Managing Stress 357

Symptoms and Consequences of Stress 357Personality and Job Factors Contributing to Stress 360Methods and Techniques for Stress Management 364

Improving Personal Productivity 369Dealing with Procrastination 369Enhancing Personal Productivity through Attitudes and

Values 371Enhancing Personal Productivity through Work Habits

and Skills 374Overcoming Time Wasters 377Self-Assessment Quizzes in Overview 380

CONTENTS xiii

Concept Review and Reinforcement 381Key Terms 381Summary 381Questions for Discussion and Review 382The Web Corner 382Developing Your Human Relations Skills 384Interpersonal Relations Case 16.1: Rachel Runs the Treadmill 384Interpersonal Relations Case 16.2: Stress Busting at the

Agriculture and Markets Group 385

Chapter 17 Job Search and Career Management Skills

Go to www.pearsonhighered.com/dubrin for Chapter 17 content.

Glossary 386References 389Index 403

XIV CONTENTS