Human Relations Principles and Practices 11054882_001-025_Ch01.indd054882_001-025_Ch01.indd 1 66/30/08/30/08 33:57:13:57:13 PPMM Introduction to 1 Human Relations The job market has become a place of churning dislocation caused by corporate mergers, business closings, downsizings and the outsourcing of many jobs to foreign countries. Very often, workers who lose their jobs must return to the classroom to acquire new skills. 4 Understand the historical development of the 3 Identify major forces human relations infl uencing human movement. 2 Identify major behavior at work. developments in the 1 Explain the nature, workplace that have given purpose, and importance new importance to of human relations in an human relations. organizational setting. 2 11054882_001-025_Ch01.indd054882_001-025_Ch01.indd 2 66/30/08/30/08 33:57:14:57:14 PPMM “No matter what we do, we do it with people . people make it all happen.” —Harry E. Chambers Chapter Outline The Nature, Purpose, and Importance The Development of the Human Relations of Human Relations Movement Human Relations Defi ned The Impact of the Industrial Revolution Human Relations in the Age of Information Taylor’s Scientifi c Management Mayo’s Hawthorne Studies The Importance of Interpersonal Skills From the Great Depression to the New Millennium The Challenge of Human Relations The Infl uence of the Behavioral Sciences Major Themes in Human Relations Human Relations and the “Total Person” Communication The Need for a Supportive Environment Self-Awareness Self-Acceptance The Forces Infl uencing Behavior Motivation at Work Trust Organizational Culture Self-Disclosure Supervisory-Management Infl uence Confl ict Resolution Work Group Infl uence Job Infl uence Prepare for Class Personal Characteristics of the Worker Chapter Outline Family Infl uence A Career of Self-Development Fred Harp has a clear memory of the advice given to him by his 5 Identify seven basic themes that uncle. He told Mr. Harp to “get a job and stay with it.” Mr. Harp has serve as the foundation for tried to follow that advice. After graduating from North Bend High effective human relations. School in North Bend, Oregon, he set his sights on a career in the timber industry and started work at a nearby plywood mill. Nine months later the mill closed, and he was out of work. Changing environmental laws, which reduced the amount of timber avail- able for logging, had a major impact on Oregon’s timber industry. Next Mr. Harp found a job in the paper industry, a traditional source of good jobs in Oregon. Four years later the mill closed during a slump created by excess factory capacity and stronger global competition. Mr. Harp concluded that old-line industries such as timber and paper were a thing of the past. He decided his future lay in electronics. Oregon’s economic planners were busy recruiting high-tech manufacturers, and he wanted to work in that growing college.hmco.com/pic/reeceSAS 11054882_001-025_Ch01.indd054882_001-025_Ch01.indd 3 66/30/08/30/08 33:57:15:57:15 PPMM 4 CHAPTER 1 INTRODUCTION TO HUMAN RELATIONS Key Terms industry. Soon he began working in a large compact-disc plant opened by Sony Corporation. He enjoyed Sony’s team culture and the training programs communication p. 18 that prepared workers for advancement. As demand for high-tech workers confl ict resolution p. 21 increased, Mr. Harp quit his job at Sony and took a better-paying job at a Hawthorne studies p. 15 human relations p. 4 nearby HMT Technology disc-drive plant. A few years later, he and most of his informal organization p. 16 coworkers were given pink slips. The company was bought by Komag Incorpo- motivation p. 19 rated, and all U.S. production jobs were moved to Malaysia. organizational culture p. 11 After losing yet another job, Mr. Harp decided to return to the classroom. scientifi c management p. 15 The electric power industry was very healthy in Oregon, so he enrolled in a self-acceptance p. 19 thirteen-month course in energy management. Unfortunately, by the time he self-awareness p. 19 self-disclosure p. 20 graduated the demand for power in Oregon had declined sharply, and he was total person p. 9 not able to fi nd work. Today Mr. Harp works for the Lane County facilities- trust p. 19 maintenance department. He is hoping this job will not disappear.1 The career path followed by Fred Harp reminds us that today’s labor market Prepare for Class Chapter Glossary is characterized by a great deal of uncertainty. The old social contract between Improve Your Grade employer and employee was based on the notion of lifetime employment. The Flashcards new social contract emphasizes personal responsibility for self-development. Hangman Today’s employers expect employees to assume greater responsibility for Crossword Puzzle increasing their value. Self-development is a major theme of this text. ❚ The Nature, Purpose, and Importance of Human Relations 1 Explain the nature, purpose, and importance of human relations in an organizational setting. Each year Fortune magazine publishes a list of the 100 best companies to work for in America. The list always includes a variety of small and large compa- nies representing such diverse industries as health care, retailing, fi nance, manu- facturing, and hospitality. Job seekers study the list carefully because these are the companies where morale is high and relationships are characterized by a high level of trust and teamwork. These companies provide a strong foundation for employees to focus on their necessary self-development, therefore enhancing a positive peer-to-peer working environment. America’s best companies realize that all work is done through relationships. This chapter focuses on the nature of human relations, its development, and its importance to the achievement of indi- vidual and organizational goals. Human Relations Defi ned human relations The study of why our The term human relations in its broadest sense covers all types of interactions beliefs, attitudes, and behaviors sometimes among people—their confl icts, cooperative efforts, and group relationships. It is cause relationship problems in our personal the study of why our beliefs, attitudes, and behaviors sometimes cause relation- lives and in work-related situations. ship problems in our personal lives and in work-related situations. The study of human relations emphasizes the analysis of human behavior, prevention strate- gies, resolution of behavioral problems, and self-development. 11054882_001-025_Ch01.indd054882_001-025_Ch01.indd 4 66/30/08/30/08 33:57:15:57:15 PPMM THE IMPORTANCE OF INTERPERSONAL SKILLS 5 Human Relations in the Age of Information The restructuring of America from an industrial economy to an information econ- omy has had a profound impact on human relationships. Living in an age in which the effective exchange of information is the foundation of most economic transac- tions means making major life adjustments. Many people feel a sense of frustra- tion because they must cope with a glut of information that arrives faster than they can process it. The age of information has spawned the infor- mation technology revolution, and many workers experience stress as they try to keep up with ever changing technology. Increased reliance on information technology often comes at a price—less human contact. Sources of connection away from work are also being trimmed way back. Unfortunately, a human-contact defi ciency weakens the spirit, the mind, and the body.2 To thrive, indeed to just survive, we need warm- hearted contact with other people. The authors of The Social Life of Information describe another price we pay for living in the age of information. A great number of people are focusing on information so intently that they miss the very things that provide valuable balance and perspective. Neglecting the cues and clues that lie outside the tight focus on information can limit our effectiveness. Think Jeff Danziger, Cartoon Arts International/CWS about written proposals negotiated on the Internet and signed by electronic signa- ture. Such transactions lack the essence of a face-to-face meeting: a fi rm handshake and a straight look in the eye. Today’s knowledge worker needs to take more account of people and a little less of information.3 The Importance of Interpersonal Skills 2 Identify major developments in the workplace that have given new importance to human relations. One of the most signifi cant developments in the age of information has been the increased importance of interpersonal skills in almost every type of work set- ting. Technical ability is not enough to achieve career success. Studies indicate that communication and interpersonal skills are highly rated by nearly all employ- ers who are hiring new employees. They want to know how new hires will treat coworkers and customers, how they speak and listen at meetings, and how well they extend the minor courtesies that enhance relationships. Your people skills will often make the difference in how high you rise in the organization.4 Several important developments in the workplace have given new importance to human relations. Each of the following developments provides support for human relations in the workplace. ❚ The labor market has become a place of churning dislocation caused by the heavy volume of mergers, acquisitions, business closings, bankruptcies, down- sizings, and outsourcing of jobs to foreign countries. Layoffs in America, which often exceed 200,000 workers per month, have many negative consequences. Large numbers of companies are attempting to deal with serious problems of low morale and mistrust of management caused by years of upheaval and college.hmco.com/pic/reeceSAS 11054882_001-025_Ch01.indd054882_001-025_Ch01.indd 5 66/30/08/30/08 33:57:16:57:16 PPMM 6 CHAPTER 1 INTRODUCTION TO HUMAN RELATIONS Soon after Oracle completed a $10.3 billion takeover of rival PeopleSoft, 5,000 employee layoff notices were delivered to workers.