1. Chapter 1 Introduction to Human Relations

2. Learning Objectives After studying Chapter 1, you will be able to: © 2012 Cengage Learning. All rights reserved.1–2  Explain the nature, purpose, and importance of human relations.  Identify major developments in the workplace that have given new importance to human relations.  Identify major forces influencing human behavior at work.  Review the historical development of the human relations movement.  Identify seven basic themes that serve as the foundation for effective human relations.

3. © 2012 Cengage Learning. All rights reserved.1–3 The Nature, Purpose, and Importance of Human Relations Human Relations Defined –The study of why beliefs, attitudes, and behaviors sometimes cause problems in personal and professional relationships How would you describe the study of human relations?

4. © 2012 Cengage Learning. All rights reserved.1–4 Human Relations in the Age of Information Loss of Balance and Perspective –Reliance on information technology comes at a price—less personal human contact –Over-emphasis on information causes us to lose sight of nonverbal cues and clues How do these tendencies affect our abilities to interact and relate with others?

5. © 2012 Cengage Learning. All rights reserved.1–5 Major Developments That Give New Importance to Human Relations Major HR Developments Changing work patterns Customer service orientation Labor market instability Teamwork and participation Increasing Diversity Workplace incivility

6. © 2012 Cengage Learning. All rights reserved.1–6 Major Developments That Give New Importance to Human Relations Labor Market Instability –Mergers, closings, bankruptcies, downsizing, and outsourcing “Free Agent Nation” –Self-employed, temporary, and part-time workers creates opportunities and challenges How do these trends affect human relations?

7. © 2012 Cengage Learning. All rights reserved.1–7 Major Developments That Give New Importance to Human Relations Increasing focus on customer service to clients, patients, and customers Growing epidemic of workplace rudeness, insensitivity, and disrespect How do these trends affect human relations?

8. © 2012 Cengage Learning. All rights reserved.1–8 Major Developments That Give New Importance to Human Relations Increasing use of team organization and worker participation in problem-solving Increasing work force diversity in many dimensions –Ethnicity, age, physicality, values, expectations, and work habits How do these trends affect human relations?

9. © 2012 Cengage Learning. All rights reserved.1–9 FIGURE 1.1 Major Relationship Management Challenges

10. © 2012 Cengage Learning. All rights reserved.1–10 The Influence of the Behavioral Sciences Human Relations –Studies the “whys” of behaviors and how that knowledge can be applied in practical ways Goals of Human Relations 1.Personal growth and development 2.Achievement of organizational objectives

11. © 2012 Cengage Learning. All rights reserved.1–11 Human Relations and the “Total Person” WORKLIFE PERSONAL LIFE Emotional Control Self-Awareness Physical Fitness Self-EsteemCreativityValues

12. © 2012 Cengage Learning. All rights reserved.1–12 Need for a Supportive Environment A supportive environment can lead to: –Greater personal career satisfaction –Greater employee commitment –Increased organizational productivity and efficiency Requires full commitment and support of management

13. © 2012 Cengage Learning. All rights reserved.1–13 FIGURE 1.2 Major Forces Influencing Worker Behavior

14. © 2012 Cengage Learning. All rights reserved.1–14 Major Forces Influencing Worker Behavior Organizational Culture –The collection of shared values, beliefs, rituals, stories, and myths that foster a feeling of community among organizational members How does the culture of your institution influence the behavior of students and faculty or workers?

15. Supervisory- Management Influence: –Productivity –Customer relations –Safety consciousness –Loyalty to the firm Work Group Influence: –Social needs –Emotional support –Problem solving and goal attainment © 2012 Cengage Learning. All rights reserved.1–15 Major Forces Influencing Worker Behavior

16. © 2012 Cengage Learning. All rights reserved.1–16 Major Forces Influencing Worker Behavior Job Influence –Fulfills economic needs –Provide meaning and fulfillment –Offer satisfying and rewarding work –Can create frustrating sense of powerlessness What kind of job motivates you to work up to your potential, and with zest? What drains you?

17. Personal Characteristics: –Behavior often reflects a match between firm’s environment and the individual’s personal characteristics (person-job fit) Family Influences: –Increase in dual- income families –Problems on the job, (e.g., tardiness), are often linked to family issues © 2012 Cengage Learning. All rights reserved.1–17 Major Forces Influencing Worker Behavior

18. Early attempts to improve productivity: –Focused on plant layout and mechanical processes Later attempts to improve productivity: –Focus on nature of work and workers as complex humans © 2012 Cengage Learning. All rights reserved.1–18 The Development of the Human Relations Movement Concern for Things Concern for People

19. © 2012 Cengage Learning. All rights reserved.1–19 The Human Relations Movement The Impact of the Industrial Revolution –Shifted work from home-based craftwork to factory production; profoundly impacting the nature of work and workers’ roles –Produced little understanding of employee needs and relation to production processes –Increased output, but processes were still lacking in efficiency and uniformity

20. © 2012 Cengage Learning. All rights reserved.1–20 The Human Relations Movement Taylor’s Scientific Management –Frederick Taylor redesigned jobs to increase efficiency and reduce wasted effort Systematically studied each job to break it down into its smallest movements. Productivity increased but required little thinking by worker.

21. © 2012 Cengage Learning. All rights reserved.1–21 The Human Relations Movement Mayo’s Hawthorne Studies –Original intentions: To study effects of illumination and ventilation on assembly-line worker fatigue –Fortuitous discoveries: Feedback (attention paid to workers) and greater freedom from supervisory control increased worker performance and made them feel important Interaction among workers created an “informal organization” of relationships

22. During the Great Depression –Interest in human relations research waned as other concerns gained momentum During the postwar economic expansion –Interest in human relations field increased –Important theories emerge (Drucker, Berne, McGregor, Maslow, Herzberg) © 2012 Cengage Learning. All rights reserved.1–22 Human Relations: From the Great Depression to the New Millennium

23. © 2012 Cengage Learning. All rights reserved.1–23 FIGURE 1.3 Major Themes in Human Relations

24. KEY TERMS © 2012 Cengage Learning. All rights reserved.1–24 human relations total person organizational culture scientific management Hawthorne studies informal organization communication self-awareness self-acceptance motivation trust self-disclosure conflict resolution