The document discusses the goals of human relations in creating win-win situations for employees and organizations. It outlines three levels of behavior - individual, group, and organizational. Several pioneers in the field of human relations are mentioned, including Elton Mayo who discovered the Hawthorne Effect through studies at Western Electric. Current and future challenges for human relations include globalization, technology, diversity, learning, ethics, and crises. The relationship between good human relations and good customer service is also discussed.
The document discusses the goals of human relations in creating win-win situations for employees and organizations. It outlines three levels of behavior - individual, group, and organizational. Several pioneers in the field of human relations are mentioned, including Elton Mayo who discovered the Hawthorne Effect through studies at Western Electric. Current and future challenges for human relations include globalization, technology, diversity, learning, ethics, and crises. The relationship between good human relations and good customer service is also discussed.
The document discusses the goals of human relations in creating win-win situations for employees and organizations. It outlines three levels of behavior - individual, group, and organizational. Several pioneers in the field of human relations are mentioned, including Elton Mayo who discovered the Hawthorne Effect through studies at Western Electric. Current and future challenges for human relations include globalization, technology, diversity, learning, ethics, and crises. The relationship between good human relations and good customer service is also discussed.
The document discusses the goals of human relations in creating win-win situations for employees and organizations. It outlines three levels of behavior - individual, group, and organizational. Several pioneers in the field of human relations are mentioned, including Elton Mayo who discovered the Hawthorne Effect through studies at Western Electric. Current and future challenges for human relations include globalization, technology, diversity, learning, ethics, and crises. The relationship between good human relations and good customer service is also discussed.
Download as DOCX, PDF, TXT or read online from Scribd
Download as docx, pdf, or txt
You are on page 1of 9
Chapter one
Goal of human relations- to create a win-win situation by
satisfying employee needs while achieving organizational objective Win-win situations- when the organizations and the employe4es both get what they want a. When employees and organizational goals align performance tends to follow b. Conflicts usually arise because of lack of win-win situation Total person approach- realizes that an organization employs the whole person not just his or her job skills a. Its important to understand the whole person b. It is more then just an employee- at work he will not completely discard all his other roles to be a worker only c. If off the job life will affect his job performance d. If he had a bad at work it may not be related to his job but to another of his lifes roles e. A bad day at work can affect personal life satisfaction Three levels of behavior- behavior is what people do and say a. Individual- and group- level behavior If mike types a letter on the computer or fills out requisition form this is individual behavior Group behavior- consists of the things two or more people do and say as they interact Individual behavior affects group behavior Mike and Mary work on a project together there actions are considered group behaviors b. Organizational-level behavior Organization is a group of people working to achieve one or more objectives Both profit and nonprofit Organizations are created to produce goods and services for the larger society Ex- store, school, church, post office, or health club Organizational behavior- is the collective of an organizations individuals and groups (As individuals and groups interact their collective behavior constitutes the organizations behavior) Ex- IMB collective behavior- mikes behavior, the behaviors of Marys department, and combination of all other departments combined Systems effect and preformance c. System- is a set of two or more interactive elements d. System approach
Focuses the whole system with an emphasis on the
relationship between its parts a. Systems effect - all people in the organization are affected by at least one other person, and each person affects the whole group or organization Organizations performance is based on the combined performance of each individual and group To have high levels of performance they must have high preforming individuals and groups Groups are the building blocks of the organization As a result the destructive behavior of one department affects other departments and the organizations performance If either individuals or groups if ineffective the organization cant stand 10 human relation guidelines b. Be optimistic- most successful people are happy c. Be positive Praise and encourage people People dont like to hear you complain and avoid them due to the fact that associating with them will depress you a. Be genuinely interested in other people- you like people who show a genuine interest in you b. Smile and develop a sense of humor- shows interest and caring, likeable people do not take themselves to seriously c. Call people by name- shows interest in them and makes them feel important d. Listen to people Very important skill We learn more by listening then talking Show respect for other people When wrong admit it quickly Encourage other to talk about themselves a. Help others- if you want to help yourself you can do so by helping others b. Think before you act- feel your emotions but control your behavior as well as think about the consequences c. Apologize- to truly repair things the best start is an apology d. Create win-win situations HR is about how we behave and treat others and the goal of it is to create win-win situations Best way to get what you want is to help other people get what they want
Ex- if mike follows 220 human relation guidelines at
IBM he will increase his chances of success Fredrick Taylor a. An engineer known as father of scientific management b. (Late 1800s to early 1900s) c. Focused on analyzing and redesigning jobs more efficiently d. Lead to the idea of mass production e. Scientific managers focused on production not people they assumed that works acted rationally and were more motivated by money f. He failed to recognize the social needs of employees and placed them in isolated jobs Robert Owen a. In 1800 he was considered the first manager entrepreneur to understand the need to improve work environment and employees overall situation b. In 1920 he was called the real father of personal administration c. Believed profit would be increased if employees worked shorter hours as well as pad accordingly as well as provided with sufficient food and housing d. Refused to employee children under the age of 11 e. Taught them cleanliness and temperance and improved working conditions f. Many entrepreneurs at the time didnt follow his ideas Elton mayo a. 1920s-1930s him and his associates from Harvard conducted research at the western electric Hawthorne plant near Chicago b. The research conducted became a land mark in human relation fields c. He is called the father of human relations d. Discovered the Hawthorne effect Hawthorne effect e. an increase in performance caused by the special attention given to employees rather than tangible changes in the work f. Changed lighting and ventilation and to his surprise performance went up regardless of the working conditions g. Performance increased due to the special attention given to employees h. Some used human relations as a mean to manipulate employees while others took the attitude that a happy worker is a productive worker
i. Studies show that a happy worker are usually but not
always more productive then unhappy workers History related to human relations a. 1930 Great depression Unions gained strength and literally forced management to look more closely at the human side of organization and meet employees needs for better working conditions higher pay and shorten hours through labor unions b. 1940s/1950s Major research projects were conducted in a number of organizations based on leadership and motivation c. 1960s Douglas McGregor -theory x theory y Eric Berne- transactional analysis d. 1970s Interest in human relations peaked Quality circles were popular e. 1980s William Ouchi- comparison of Japanese and American working environments Theory Z (life long job/stable work conditions/ overall healthy employees) Thomas peter/Robert waterman-research to identify characteristics of successful organizations Total quality management f. 1990s Trends toward more participation by employees Employees empowerment Use of groups and teams Current and future challenges of HR g. Globalization, change, innovation, and speed Chief executive officers rate globalization as a challenge to business leadership in the 21st century The trends toward globalization has clearly changed the speed at which and the way we do business today h. Technology Has enabled innovations and speed we have now in global economy
The rate of technology change will not slow down
due to the fact that it is created by people and they have to use it effectively to compete People are using more social media to communicate i. Diversity Due to globalization diversity becomes more important You need to understand how to work with people around the world j. Learning and knowledge Key to success today is using it effectively and continually innovate in order to compete in the new global economy k. Ethics Media coverage has heightened awareness of the need for ethical business practices and decisions l. Crisis Organizations have developed plans to prevent and or deal with crises Safety and security issues have led to new HR behaviors Relationship between good HR and good customer servicePersonalitym. Is a relatively stable set of traits that aids in explaining and predicting individual behavior n. Individuals are different but similar in many ways Type A/B a. Type A- is characterized as fast moving hard working hard driving time conscious competitive impatient an preoccupied with work Associated with high levels of stress b. Type B- complete opposite laidback and easy going Locus of control- simple two dimensional personality classification method c. A continuum representing ones belief as to weather external or internal forces control ones destiny External control- believe that they have little control over performance and are closed to new experiences Internal control- believe they are in control and are open to new experiences to improve performance Big 5 model d. Reliably categorizes most if not all of the traits hat you would use to describe someone
e. Organized in 5 dimensions and each includes multiple
traits f. Surgency Includes leadership and extroversion traits People in leadership want to be in change They are energetic assertive active ambitious with an interest in getting ahead and leading through competing and influencing Extroversion is on a continuum between being an extrovert and being an introvert Extroverts are outgoing sociable and gregarious like to meet new people and willing to confront others Introverts are shy a. Agreeableness Getting along with other people Warm easy going courteous good natured cooperative tolerant compassionate friendly and sociable Sociable spend most there time with other people and have a lot of friends b. Adjustment Emotional stability- continuum of being emotionally stable and emotionally unstable Bill gates in control of emotions Steve jobs more emotional c. Conscientiousness Traits related to achievements its continuum of being responsible and dependable and being irresponsible and undependable Persistence credibility and organization d. Openness to experience Traits related to willingness to change and try new things Open-minded and creative Myers-Briggs type indicator e. Identifies your personality preference of certain ways of thinking and behaving Stress f. An emotional and or physical reaction to environmental activates and events g. Stressors- situations in which people feel anxiety tension and pressure h. Some stress helps improve performance by challenging and motivating us
i. To much stress affects your behavior human relations and
performance it depletes our energy and weakens your brain j. Stress can cause weight gain and aging weakens your immune system can ruin your sleep make you ill and cause death k. The degree in which stress affects us is based on our personality types Organizational climate- the more positive the organizational climate and work culture the less stress there is Management behavior- calm participative management styles produce less stress Degree of job satisfaction-if you enjoy your job then you typically handle the stress better Eustress/distress a. Eustress- can be pleasant or curative Can challenge motive Can help us perform at our best b. Distress- can be harmful Medical problems Low morale Less profits Fight-or-flight response- our physical and emotional response to stressors Sweeting breathing blood pressure all affected Controlling stress plan a. Identify stressors b. Identify the causes and consequences c. Plan to eliminate or decrease the stress Exercise releases tension and reduces weight Nutrition- good health is essential for everyone high protein and high fiber Relaxation- get rest and sleep Positive thinking be optimistic stay positive Support system-having someone to talk to is very helpful Perception a. A person interpretation of reality b. Select organize and interpret stimuli through your senses c. Influenced by heredity environment d. People will behave to there perception not yours people see things differently then you do Bias in perception
a. Bias affecting perception are stereotypes, frames of
reference, expectations Stereotypes- generalizing the behavior of all members of a group Frame of reference- tendency to see things from a narrow focus that directly affects us Expectations-what we expect often influences our perceptions of what we see and experience Selective exposure- we stand to see and hear what we want to Interests- affects how we perceive and approach things Emotional intelligence b. The ability to manage our emotions c. Related to the adjustment in the big 5 d. 5 components Self awareness Managing emotions Motivating yourself Empathy Social skills Attitudes a. A strong belief or feeling toward people things and situation b. They are quick judgments that we can change easily but we can change them c. People interpret your attitude by your behavior d. Attitudes are developed through experiences e. Douglas McGregor classified attitudes (61) f. Managers attitudes and they way they treat employees affect employees job behavior Values Why is it important to be aware of attitudes and values a. Attitudes are important because employers place great emphasis on attitude due to the fact that it has an impact on there success Theory X and Y b. Douglas McGregor c. Classified attitudes d. Theory x- attitudes hold that employees dislike work and must be closely supervised to get them to do their work e. Theory y- attitudes hold that employees like to work and do not need to be closely supervised to get them to do their work
f. Manager with dominant personalities do not trust
employees so they have theory X attitudes g. Managers with theory Y attitudes tend to have employees with higher levels of job satisfaction Pygmalion effecta. Supervisors attitudes and expectations of employees and how they treat them largely determine their performance b. Hawthorn effect and this are related due to the fact you bc that affect performance c. Managers expectations become a self fulfilling prophecy d. Ex- elementary age students, welding students, marine training How does the Pygmalion effect play out through climate input response opportunity and feedback a.