DVD GUIDE
for
Reece & Reece, EFFECTIVE HUMAN RELATIONS
13th Edition
Chapter 1
Chapter 1 Video Title: Zappos
Organization: Online sales company, employing over 1,000 people; consistently listed
as one of the 100 best companies to work for.
Length: 8 minutes, 6 seconds
Overview: Changing work patterns create new opportunities and new challenges for all
companies, but especially for online merchants. Changing technology makes it
imperative that employers consistently evaluate their business models and goals, as well
as the jobs themselves. This video provides insight into human relations strategies
utilized by Zappos to meet ever-changing technology challenges.
Suggested Use: The video can be used with Chapter 1 because it focuses on major forces
influencing productivity and human behavior at work.
Discussion Questions:
To better serve their customers, Zappos consistently evaluates their work patterns through
traditional human relations design tools, as well as employee feedback.
1. What “traditional” tools does Zappos use to determine job tasks?
Possible Answers:
© 2017 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website,
in whole or in part. 2
customer service through 24×7 availability and quick delivery; unlike others,
Zappos only lists what is available for immediately delivery in the warehouse.
(Timestamp: 3:00)
2. How does Zappos address the “major forces affecting worker behavior,”
specifically, organizational culture, supervisory-management influence, work
group influence, characteristics of the worker, and, to a lesser extent, family
influences?
Possible Answers: (Timestamp: 8:00)
Extra Video Links for Chapter 1
Gary Vaynerchuk grew his dad’s local liquor store, Shopper’s Discount Liquors, from four million dollars to
fifty million dollars in eight years. Now his video blog Wine Library TV has 80,000 viewers a day.
(http://tv.winelibrary.com/about/)
VIDEO LINKS:
http://tv.winelibrary.com/gary-vaynerchuk-on-late-night-with-conan-obrien/
http://tv.winelibrary.com/gary-vaynerchuk-on-the-today-show/
From his book…
If you watch me on Winelibrarytv.com, you’ll figure out my personal brand pretty quickly. I’m the wine
guy who tells it like it is in plain English. It’s a brand that I’ve been able to develop from a very early age,
thanks to growing up in the wine industry. I’d attend $1,000 a-head tastings and rub elbows with
experienced connoisseurs who had lived a long time in the wine trenches…..They’d swirl and smell and
slurp and spit and then spout the same classic terminology every time, how the bouquet was rose petals
or the finish was silk. I would stick my nose in my glass, suck in a mouthful of air and wine, and the only
thing running through my head would be, “Man, this really tastes like Big League Chew.”
It was clear to me the industry was stuck in a rut, and my experience in the store told me that people
were dying for someone to take the mystery out of wine buying and make it fun. And I thought, this I can
do. So I became the wine guy, and that’s how I built my brand, not win, on Wine Library TV. Every episode
gives me a chance to share my considerable expertise with other people interest in the same thing I am,
which is loads of fun. They also give me a chance to share myself. Watch me for two seconds and you
know exactly who I am and what I stand for. Authenticity is key.
Gary Vaynerchuk on authenticity:
Your DNA dictates your passion—whatever it is you were born to do; being authentic, and being
perceived as such by your audience, relies on your ability to ensure that every decision you make when it
comes to your business is rooted in being true to yourself.
For example, I would love to change the opening of my show. It starts off the same almost every time.
“HELLO EVERYBODY AND WELCOME TO WINE LIBRARY TV. I AM YOUR HOST GARY VAY-NER-CHUK AND
THIS, MY FRIENDS, IS THE THUNDER SHOW AKA THE INTERNET’S MOST PASSIONATE WINE PROGRAM.”
It’s not exactly what some wine lovers are looking for in a wine expert, and I lose about 12 percent of my
viewers right off the bat because I yell and scream like a maniac. For a businessman like me, that number
is intolerable. I desperately want to change the opening of my show to something a little calmer, more
refined, something that won’t scare people away. But I can’t because that yelling, screaming, super
excited guy is who I am.
Chapter 3
Chapter 3 Video Title: Plant Fantasies
Organization: Green Mountain Coffee Roasters
Length: 7 minutes, 12 seconds
Overview: Plant Fantasies is a small, Manhattan-based landscape contracting company,
with an emphasis on internal and external landscape design.
Suggested Use: This video focuses on the differing communication styles of the two top
managers and how they work together to serve their customers. The video is
recommended for Chapter 3.
Discussion Questions:
1. Where would you place Theresa (owner) and Steve (sales director) in the
communication style model (emotive, directive, reflective, supportive)?
Explain.
Answer: (timestamp: 5:00)
2. How do Theresa’s and Steve’s communication styles complement each other?
Answer: (Timestamp: 5:00)
3. What are Theresa and Steve doing to develop better relationships with their
clients?
Answer: (Timestamp: 7:00)
Chapter 4
Chapter 4 Video Title: The Zoo
Organization: The Zoo
Length: 2 minutes
Overview: The zoo featured in the video focuses on empowering workers to make them
feel that they are an integral part of the organization and enabling them to reap the
benefits that result.
Suggested Use: This video can be used with Chapter 4 because it provides an example of
an employer enabling employees to use their creativity and ingenuity to solve problems.
Discussion Questions:
1. The zookeepers train animals and provide alternative activities for them.
How could this analogy apply to increased autonomy and self-esteem for
employees in a company?
Answer: (Timestamp 1:00)
2. How does the zoo empower and motivate employees to be autonomous,
creative, and innovative?
Answer: (Timestamp: 2:00)
© 2017 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website,
in whole or in part. 7
determine how the remaining 50 percent is spent (new equipment and conference
attendance are examples). This motivates the employees to find and implement
new ideas.
Chapter 5
Chapter 5 Video Title: Theo Chocolate: Managing Ethics and Social Responsibility
Organization: Theo Chocolate
Length: 6 minutes, 44 seconds
Overview: Theo Chocolate takes a stand on social and environmental degradation.
Topics: Organic chocolate; control of brand, message, manufacturing, and distributing;
barriers to organic chocolate manufacturing.
Suggested Use: This video is appropriate for Chapter 5 because it illustrates business
ethics and social responsibility challenges.
Discussion Questions:
1. Based on the information presented in this video, what is the foundational
belief of the owner of Theo Chocolate? How does the concept moral
intelligence apply in this situation?
Answer: (Timestamp: 3:30)
2. What is the importance for Theo Chocolate of controlling a) the brand and
the message, b) the manufacturing from bean to final product, and c) the
supply chain? Describe the best opportunity to promote lasting change
through fair trade.
Answer: (Timestamp: 6:00)
Extra Video Links for Chapter 5
Zappos
Tony Hsieh talking about core values:
http://www.youtube.com/watch?v=SMFyT2CU9No&feature=related
How a potential employee created a video—just around the company core values—to get hired (and
was):
http://www.youtube.com/watch?v=6uevQ0LYMBo&feature=related
Chapter 6
Chapter 6 Video Title: The Buffalo Zoo: “The Big Picture” (Segment 5)
Organization: The Buffalo Zoo
Length: 1 minute, 15 seconds
Overview: The video emphasizes the influence of management on employee team
members’ attitudes.
Suggested Use: This video is appropriate for Chapter 6 because it discusses employee
attitudes..
Discussion Questions:
1. What was the impact of the Donna Fernandez, new President/CEO at
Buffalo Zoo, on employee attitudes?
Answer: (Timestamp: 0:58)
2. How does a manager motivate and encourage staff?
Answer: (Timestamp: 1:15)
Chapter 7
Chapter 7 Video Title: Buffalo Zoo Segment 1 (Motivation)
Organization: Buffalo Zoo
Length: 4 minutes, 10 seconds
Overview:
Suggest Use: This video can be used in conjunction with Chapter 7. It presents a real-life
example of employee motivation issues and results.
Discussion Questions:
1. According to the employees, what are some of the motivating factors for the
“new” management?
Answer: (Timestamp: 3:00)
2. What is the CEO’s opinion of how this change came about?
Answer: (Timestamp: 4:10)
Chapter 8
Chapter 8 Video Title: Metropolitan Bakery—Performance Management/Appraisal
Organization: Metropolitan Bakery
Length: 6 minutes, 26 seconds
Overview:
Importance of clear expectations regarding scheduling, appearance, responsibilities,
customer service. Balancing act in small business: getting the work done and keeping the
passion. Two aspects to performance appraisals; necessary, but not as helpful as
continuous feedback. Primary factor is engaging the customer.
Suggested Use: The video describes the impact of feedback in an organizational setting,
so it can be used conjunction with Chapter 8.
Discussion Questions:
1. Why do the owners of the bakery believe performance appraisals may not be
as effective as ongoing feedback?
Answer: (Timestamp: 6:24)
2. How does the Johari Window discussed in the text relate to the importance of
ongoing feedback and problem resolution?
Answer: (Timestamp: 6:24)
© 2017 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website,
in whole or in part. 13
If employees are told of communication and performance issues of which they are
unaware (blind), how they react will be important. If they cannot “accept” and address
the feedback, especially as it relates to customer service, they may be in jeopardy of
losing employment.