UNDERSTANDING
BEHAVIOR,
HUMAN RELATIONS,
AND PERFORMANCE
1
Changes in Chapter 1 from 9/e to 10/e
The entire chapter has been updated with 56 (89%) new references to this new edition;
keeping only the 7 classic historic references.
When the text refers back to the opening case to illustrate the application of the text to
the case, it is now identified to stand out making them easier to find.
Some minor changes were made to the writing style to make the chapter even more
personal. For example, in the section listing the 10 Human Relations Guidelines, each
includes a personal question related to the guideline.
The section, What’s in it for Me? has been updated with all new references.
The section, Myth 1: Technical Skills Are More Important Than Human Relations Skills,
has been re-written with all new references.
All of the application situations have been changed.
The section title, Objectives and Organization of the Book, has been changed to What’s
in the Book. Plus, the objectives section introduction has been re-written with all new
references.
AACSB standards have been updated using the 2013 AACSB Business Accreditation
Standards, General Skills Areas. The listing of AACSB skills developed in each of the
Skill Building Exercises throughout the book has also been updated.
The Case has been updated with a Web address to watch a video of CEO Terri Kelly
discussing management at Gore & Associates. There is also a new question related to
the video.
I. WHY HUMAN RELATIONS SKILLS ARE SO IMPORTANT
A. What’s in It for Me?
B. Myths and Reality about Human Relations
Myth 1. Technical skills are more important than human relations skills
Myth 2. Human relations is just common sense
Myth 3. Leaders are born, not made.
C. Goal of Human Relations.
D. The Total Person Approach.
II. BEHAVIOR, HUMAN RELATIONS, AND ORGANIZATIONAL PERFORMANCE
A. Levels of Behavior
1. Individual and group level behavior
2. Organizational level behavior
B. The Relationship between Individual, Group, and Organizational Performance
III. HUMAN RELATIONS: PAST, PRESENT, AND FUTURE
A. Human Relations is a Mutidisciplined Science
B. The Early Years and Frederick Taylor and Robert Owen
C. Elton Mayo and the Hawthorne Studies.
D. E. and F. The 1930s to the 1990s.
G. Current and Future Challenges in the 21st Century
1. Globalization, Change, Innovation and Speed
2. Technology
3. Diversity
4. Learning and Knowledge
5. Ethics
6. Crises
IV. DEVELOPING HUMAN RELATIONS SKILLS
A. Human Relations Guidelines
1. Be optimistic
2. Be positive
3. Be genuinely interested in other people
4. Smile and develop a sense of humor
5. Call people by name
6. Listen to people
7. Help others
8. Think before you act
9. Apologize
10.Create win-win situations
B. Handling Human Relations Problems
V. WHAT’S IN THE BOOK
A. Objectives of the Book
B. AACSB Learning Standards
C. Organization of the Book
VI. ASSESSING YOUR HUMAN RELATIONS ABILITIES AND SKILLS
CHAPTER OUTLINE PLUS
Power Point: You may use the Power Point supplement to enhance your lectures. Even if your classroom is not
equipped to use Power Point, you can review the material on your personal computer to get teaching ideas and to
copy the slides. Copies of the slides can be made into overheads.
BM- Behavior Video Module 1, Course Overview, may be shown before covering the chapter.
I. WHY HUMAN RELATIONS SKILLS ARE SO IMPORTANT
(This section lists myths and realities about this course. You may add your own or just ask students why human
relations skills are important.)
A. What’s in It for Me?
B. Myths and Reality About Human Relations
Myth 1. Technical skills are more important than human relations skills
Myth 2. Human relations is just common sense
Myth 3. Leaders are born, not made.
Learning Outcome (LO) 1. Explain why human relations skills are important.
WORK APPLICATION (WA) 1- In your own words, why are human relations skills
important to you. How will they help you in your career?
Student Answer (SA)- When I graduate I want to be a manager. A major part of being a
manager is getting the job done through people, so I need to be able to work well with
C. Goal of Human Relations. KT- human relations (are interactions among people) the goal
of human relations (is to create a win-win situation by satisfying employee needs while
achieving organizational objectives). Discuss: Now, let’s better understand the goal of
human relations through examples.
LO 2. Discuss the goal of human relations.
Organizations that can create a win-win situation for all have a greater chance of
WORK APPLICATION WA 2- Give an example, personal if possible, of when the goal of
human relations was met. Explain how the individual’s needs were met and organizational
objectives achieved.
Sample Student Answer (SA). This past summer I worked construction to earn money to
pay for college. My boss knew I needed extra money, so he would select me to work
D. The Total Person Approach. KT- Total person approach (realizes that an organization
employs the whole person, not just his or her job skills). Discuss: Let’s gain a better
understanding of the total person approach through examples. Question number three says
to:
II. BEHAVIOR, HUMAN RELATIONS, AND ORGANIZATIONAL PERFORMANCE
A. Levels of Behavior. KT- behavior (what people do and say), levels of behavior
(individual, group, and organizational) Exhibit 1-1 Levels of Behavior may be shown to
illustrate these levels.
1. Individual and group level behavior. KT- group behavior (consists of the things two or
more people do and say as they interact)
2. Organizational level behavior. KT- organization (a group of people working to achieve an
objective), and organizational behavior (the collective behavior of its individuals and
groups).
WA 4- Give two specific examples of when you experienced human relations– one in a
positive way, the other in a negative way. Also identify the level of behavior for both
human relations.
SA- I experience individual human relations every time I go out on a date with my
boyfriend. This is a positive experience. I’ve experienced negative human relations with a
B. The Relationship between Individual, Group, and Organizational Performance. KT-
performance (the extent to which expectations or objectives have been met) systems affect
(all people in the organization are affected by at least one other person, and each person
affects the whole group/organization).
LO 3. Describe the relationship between individual, group, and organizational performance.
Through the systems affect, we learn that individuals affect each other’s performance and that of the group and
Exhibit 1-2 The Relationship between Individual, Group, and Organizational Performance may be shown to
illustrate the relationship.
Application Situation Answers
Understanding Important Terms, AS 1.1
1. E. Performance. Karl has met the expectation or objective.
2. B. The employee is meeting the need for possessions, while achieving organizational
objectives–high performance.
Exhibit 1-3 The Relationship between Behavior, Human Relations, and Performance may
be shown to illustrate the relationship.
WA 5- Give two specific examples of how human relations affected your performance–
one in a positive way, the other in a negative way. Be sure to be specific in explaining the
effects of human relations.
SA- When I worked in a cotton department my job was to pull cotton apart and bundle it. I
was working fast and this older man Bill came up to me and said to take it easy, not to
BM-1. Video Behavior Module 1 may be shown to illustrate the above concepts.
Application Situation Answers
Focus of Study, AS-1.2
6. C.C. Organizational/Performance. Apple is an organization, and its income statement is
7. B.C. Group/Performance. Sales is a group/department within the organization, and its
8. B.B. Group/Human Relations. Juan and Peg are a group, and they are interacting.
9. C.A. Organizational/Behavior. The entire organization is shown. By looking at the
10. A.A. Individual/Behavior. Latoya is an individual, and he is not interacting by writing
III. HUMAN RELATIONS: PAST, PRESENT, AND FUTURE
(You may give a lecture on the history using the outline below or Discuss)
A. Human Relations is a Mutidisciplined Science. Discuss: People with psychology and
sociology, as well as business degrees, have done research to help us better understand
human relations. This combined effort is often called the behavioral sciences; and people
are now trained in organizational behavior getting their degrees in business, psychology,
sociology, education, and other areas.
B. The early years and Frederick Taylor and Robert Owen
1. Frederick Taylor.
2. Robert Owen.
C. Elton Mayo and the Hawthorne Studies. KT- Elton Mayo, Hawthorne effect
WA 6- Give a specific example, personal if possible, of when the Hawthorne effect
occurred. It could be when a teacher, coach, or boss gave you special attention that resulted
in your increased performance.
SA- Through the fourth grade I didn’t like school at all. In the fifth grade I had Mrs.
D. E. and F. The 1930s to the 1990s. KT- Theory Z (integrates common business practices
in American and Japan into one middle-ground framework appropriate for use in the US).
The trend is towards increased employee participation in decisions.
LO 4. Briefly describe the history of the study of human relations.
In the 1800s Frederick Taylor developed Scientific Management, which focused on
redesigning jobs. Also in the 1800s, Robert Owen was the first manager/owner to
understand the need to improve the work environment and the employee’s overall situation.
Application Situation Answers.
Human Relations History, AS 1.3
11. A. Berne. He is the author of TA.
12. D. Owen. He has been called the “real father” of personnel administration.
G. Current and Future Challenges in the 21st Century
(You may give a lecture using the outline below or ask)
Ask: Some of the trends and challenges of human relations are in the text. Does anyone
have any Questions or comments?
1. Globalization, Change, Innovation and Speed
2. Technology
3. Diversity
4. Learning and Knowledge
5. Ethics
6. Crises
LO 5. State some of the trends and challenges in the field of human relations.
See list of 1-7 above.
WA 7- Explain how one of the trends and challenges does, or will personally affect your
human relations.
SA- I’ve experienced a changing work force. Four years ago when I first started working
Application Situation Answers
Challenges of Human Relations AS 1-4
16. B. Diversity. Minorities provide diversity at work.
17. E. Ethics. The code is a commonly called a code of ethics.
IV. DEVELOPING HUMAN RELATIONS SKILLS
Discuss: The text states that you can develop your human relations skills through this
course. Do you agree? Your answers to work application 6 should give us your views:
WA 8- Do you believe that you can and will develop your human relations abilities and
skills through this course? Explain your answer.
SA- Yes, I do believe that people can develop their human relations skills. Looking through
A. Human Relations Guidelines
Exhibit 1-5, Nine Guidelines to Effective Human Relations can be shown as a list of
guidelines.
You may simply ask if there are any questions on the nine guidelines.
1. Be optimistic
2. Be positive
3. Be genuinely interested in other people
10.Create win-win situations
Self-Assessment Exercise 1-1.
Skill Building Exercise 1-1 may be conducted now.
LO 6. List ten guidelines for effective human relations.
1. be optimistic, 2. be positive, 3. be genuinely interested in other people, 4. smile and
WA 9- Which two of the 10 guidelines to human relations needs the most effort on your
part? The least? Explain your four answers.
SA- The most effort needed is to remember people’s names, but I also have a hard time
B. Handling Human Relations Problems
Say- It is usually advisable to solve human relations problems by examining our behavior
and changing it, rather than trying to change others or the situation. Let’s look at some
examples of when people have done this. Connection 8 said to:
WA 10- Give a specific example of a human relations problems in which you elected to
change yourself, rather than the other person or situation. Be sure to identify your changed
behavior.
SA- I used to work with this guy who would make these wisecracks all the time about my
work. I used to get angry and yell at him, which is what he wanted me to do. So I finally
V. WHAT’S IN THE BOOK
A. Objectives of the Book
The three-pronged approach is discussed and Exhibit 1-5 lists the features and may be
B. AACSB Learning Standards
C. Organization of the Book
The book is organized in two ways, first, by the levels of behavior.
Second, the titles of the parts of the book are based on the domain model of managerial education. The concept
Part 1. Intrapersonal Skills: Behavior, Human Relations, and Performance begin with You
Part 5. Intrapersonal Skills: Personal Development
KT- intrapersonal skills are within the individual and include characteristics such as personality, attitudes,
Part 2. Interpersonal Skills: The Foundation of Human Relations
KT-Interpersonal skill is the ability to work well with a diversity of people. Interpersonal skills have also been
Part 3. Leadership Skills: Influencing Others
Part 4. Leadership Skills: Team and Organizational Behavior, Human Relations, and Performance