midterm chap1

Question 1

why are human relations skills so important?

Answer 1

people skills in organizations are critical to your career and organizational success

Question 2

the goal of human relations is…

Answer 2

to create a win-win situation by satisfying employee needs while achieving organizational objectives

Question 3

when the organization and the employees both get what they want

Answer 3

win-win situation

Question 4

approach that realizes that an organization employs the whole person, not just his or her job skills

Answer 4

total person approach

Question 5

what are the three levels of behavior?

Answer 5

individual, group, and organizational

Question 6

__________ behavior consists of the things two or more people do and say as they interact

Answer 6

group behavior

Question 7

__________ behavior is the collective behavior of an organization’s individuals and groups

Answer 7

organizational behavior

Question 8

under the ________ ________ all people in the organization are affected by at least one other person, and each person affects the whole group or organization

Answer 8

system effect

Question 9

“father of scientific management”, focused on analyzing and redesigning jobs more efficiently in the late 1800s - early 1900s, which led to the idea of mass production; the approach is called classical management; he failed to recognize the social needs of employees and placed them in isolated jobs

Answer 9

Frederick Taylor

Question 10

“the real father of personnel administration”, the first manager-entrepreneur to understand the need to improve the work environment and the employee’s overall situation; believed that profit would be increased if employees worked short hours

Answer 10

Robert Owen

Question 11

who refused to employ children under the age of 11?

Answer 11

Robert Owen

Question 12

“father of human relations” who conducted research at the Western Electric Hawthorne Plant near Chicago, where the research became a landmark in the human relations field; discovered the Hawthorne Effect

Answer 12

Elton Mayo

Question 13

increase in performance caused by the special attention given to employees, rather than tangible changes in the work

Answer 13

Hawthorne effect

Question 14

name all five current and future challenges

Answer 14

globalization; diversity; technology, innovation, and change; learning and knowledge; ethics

Question 15

CEOs rate ___________ as the top challenge to business leadership in the 21st century

Answer 15

globalization

Question 16

1. Think and 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

Answer 16

human relations guidelines