SFC International Customs Etiquette Globalization & Human Interaction Report

User Generated

Terqhny0820

Humanities

Santa Fe College

Description

Assignment-International Customs Report

Plan on interacting with people from different cultures whether you intend to work abroad after

graduation or stay right here in Gainesville. It is important to understand cultural differences so

you are sensitive in business situations and can form more authentic relationships.

Below are some work-related topics that could vary depending on the culture of the person you

are doing business with or what country you are visiting:

Introductions

Dressing

Holding meetings

Dining

Negotiating

Giving gifts

For this assignment, you are going to select three of these topics and compare/contrast them for

three different countries. For example, if you selected dressing, dining and gift giving, you could

compare/contrast those customs in three countries of you choosing (ex. China, India, France).

You can break up your reflection by etiquette topic. You will want to base your findings on at

least three credible sources. There are international etiquette books placed on reserve in the

library and you can always access the library catalog.

Unformatted Attachment Preview

This text was adapted by The Saylor Foundation under a Creative Commons Attribution-NonCommercial-ShareAlike 3.0 License without attribution as requested by the work’s original creator or licensee. Saylor URL: http://www.saylor.org/books Saylor.org 1 Preface Knowing how to get along with others, resolve workplace conflict, manage relationships, communicate well, and make good decisions are all critical emotional intelligence skills students need to succeed in career and in life. Our Human Relations book will address all of the critical topics to obtain career success. This book isn’t an organizational behavior (OB) text, which is too theoretical for many of our students’ needs. While this book will focus on some of the theories you might find in an OB book, the focus is a direct benefit to students in their current and future jobs. This book also isn’t a professional communications, business English, or professionalism book, as the focus is much broader: it focuses on general career success and how to effectively maneuver in the workplace. The core concept in the book is emotional intelligence and how these skills carry over into career success, such as through ethics, communication, diversity, teamwork, conflict, good decision making, stress management, motivation, and leadership. This book’s easy-to-understand language and tone is written to convey practical information in an engaging way. Plenty of examples are included in each chapter so students understand the concepts and how the concepts can benefit their career. This book will meet the needs of a course in the business department or will be offered to professional technical students in any number of career fields, such as automotive, dental hygiene, culinary, or technology. In addition, this book would be a great addition to any school offering human relations course for teacher certification. This book could be used in the following courses: • Human relations • Psychology • Career-focused courses • Professionalism • Business communications • Teacher/education certification Features Each chapter opens with a realistic example that introduces a concept to be explained in detail later. Each chapter contains relevant examples, YouTube videos, figures, learning objectives, key takeaways, Why Saylor URL: http://www.saylor.org/books Saylor.org 2 Human Relations? boxes, exercises, and a chapter-ending case that offer different ways to promote learning. Saylor URL: http://www.saylor.org/books Saylor.org 3 Chapter 1 What Is Human Relations? I present myself to you in a form suitable to the relationship I wish to achieve with you. - Luigi Pirandello If you don’t like something, change it. If you can’t change it, change your attitude. - Maya Angelou No One Wants to Work with Her Jenny is going to a BBQ at Monica and Harvey’s house this afternoon. Because it is a big annual event, it is usually a large party. She will likely know about half the people, as Monica and Harvey invite people from all aspects of their lives. As Jenny enters the backyard, she sees familiar faces, as expected, but also sees a lot of people she doesn’t recognize. Immediately she starts fidgeting, as Jenny isn’t good at making small talk. Instead of making eye contact and going over to people who are acquaintances, she drops her potluck dish down, grabs a drink from the cooler, and tries to find Monica so she will have someone to talk with. At work, Jenny avoids interpersonal relationships and small talk because she is uncomfortable revealing too much of herself. When Jenny attends meetings at work, she sighs impatiently when someone is late and when people veer too far from the topic, and she makes sure to bring people back to reality. When choosing project teams, people rarely want to work with Jenny, even though she is very capable in her job. Some of the women from the office get together for lunch on Tuesdays, but Jenny is never invited. Needless to say, Jenny isn’t well liked at work. We have all met someone like Jenny, who is seemingly uncomfortable with herself and unpleasant. We may even try to avoid the Jennys we know. Despite Jenny being good at her job, no one wants to work with her. You would think that success at work only takes talent at job-specific tasks. However, this isn’t the case. As we will discuss throughout this chapter and the book, successful people have the skills to do the job, but they also have the human relations skills to get along with others. The Saylor URL: http://www.saylor.org/books Saylor.org 4 focus of this chapter will be personality, attitudes, self-esteem, and perceptions—all of these topics and more impact our ability to get along with others. 1.1 Why Study Human Relations? LEARNING OBJECTIVES 1. Be able to define human relations. 2. Discuss why human relations skills are necessary in your future workplace. 3. Explain how the progression of human relations studies relates to today’s human relations in your life. The study and understanding of human relations can help us in our workplace, and as a result, assist us in achieving career success. The better our human relations, the more likely we are to grow both professionally and personally. Knowing how to get along with others, resolve workplace conflict, manage relationships, communicate well, and make good decisions are all skills we will discuss throughout the book. Why Human Relations? So, what is human relations? We can define human relations as relations with or between people, particularly in a workplace or professional setting. [1] From a personal perspective, there are many advantages to having good human relations skills. First, of the top ten reasons people are fired, several reasons relate back to lack of human relations skills—for example, the inability to work within a team, personality issues, sexual harassment, and dishonesty. [2] Other reasons, perhaps not directly related to human relations, include absenteeism, poor performance, stealing, political reasons, downsizing, and sabotage. Second, people who are competent team players and have a good work ethic tend to get promoted faster. [3] In fact, according to guru on personal development Brian Tracy, 85 percent of your success in life is determined by social skills and the ability to interact positively and effectively with others. [4] Another reason to develop good relationships with others relates to your own personal Saylor URL: http://www.saylor.org/books Saylor.org 5 happiness. According to psychologist Sydney Jourard, most joy in life comes from happy relationships with other people. [5] Consider John, a very talented project manager but lacking in human relations skills. While he is easily able to plan and execute the finest details for a project, no one likes to work with him. He doesn’t make efforts to get to know his team members and he comes across as unfriendly and unapproachable. How successful do you think John will be in his workplace? While he has the skills necessary to do the job, he doesn’t have the people skills that can help him excel at it. One could say he does not have emotional intelligence skills—that is, the ability to understand others—therefore, he may always find himself wondering why he isn’t more successful at work (we will discuss emotional intelligence in Chapter 2 "Achieve Personal Success"). While project management skills are something we can learn, managers find it difficult to hire people without the soft skills, or human relations skills. We aren’t saying that skills are not important, but human relations skills are equally as important as technical skills to determine career and personal success. Consider human relations skills in your personal life, as this is equally important. Human relations skills such as communication and handling conflict can help us create better relationships. For example, assume Julie talks behind people’s backs and doesn’t follow through on her promises. She exhibits body language that says “get away from me” and rarely smiles or asks people about themselves. It is likely that Julie will have very few, if any, friends. If Julie had positive human relations skills, there is a much better chance she could improve her personal relationships. We can benefit personally and professionally from good human relations skills, but how do organizations benefit? Since many companies’ organizational structures depend upon people working together, positive human relations skills reduce conflict in the workplace, thereby making the workplace more productive. Organizational structures refer to the way a company arranges people, jobs, and communications so that work can be performed. In today’s business world, teams are used to accomplish company goals because teamwork includes people with a variety of skills. When using those skills in a team, a better product and better ideas are usually produced. In most businesses, to be successful at our job, we need to depend on others. The importance of human relations is apparent in this setting. If people are not able to get along and resolve conflicts, the organization as a whole will be less productive, which could affect profitability. Many organizations empower their employees; that is, they give employees freedom in making decisions about how their work gets done. This can create a more motivated Saylor URL: http://www.saylor.org/books Saylor.org 6 workforce, which results in more positive human relations. We will explore this topic further in Chapter 6 "Understand Your Motivations". Most organizations employ a total person approach. This approach recognizes that an organization does not just employ someone with skills, but rather, the whole person. This person comes with biases, personal challenges, human relations skills, and technical skills but also comes with experiences. By looking at a person from this perspective, an organization can begin to understand that what happens to an employee outside of work can affect his or her job performance. For example, assume Kathy is doing a great job at work but suddenly starts to arrive late, leave early, and take longer lunches. Upon further examination, we might find that Kathy is having childcare issues because of her divorce. Because of a total person approach perspective, her organization might be able to rearrange her schedule or work with her to find a reasonable solution. This relates to human relations because we are not just people going to work every day; we are people who live our personal lives, and one affects the other. Because of this, our human relations abilities will most certainly be affected if we are experiencing challenges at home or at work. The linked image cannot be displayed. The file may have been moved, renamed, or deleted. Verify that the link points to the correct file and location. [6] Evolution of Human Relations Study Human relations, however, was not always central to the conversation on organizational success. In fact, until the 1940s, little thought was given to the human aspect of jobs. Many of the jobs in the early 1900s were focused on production and located in factory-like settings where the jobs themselves were repetitive. The focus in these types of work environments was on efficiency. We can call this time period of human relations studies the classical school of management. This school of thought took place from 1900 to the early 1920s. Several theories were developed, which revolved around the idea of efficiency, or getting a job done with the least amount of steps. Saylor URL: http://www.saylor.org/books Saylor.org 7 Frederick W. Taylor was an engineer who today is known as the father of scientific management. He began his career in a steel company and, because of his intimate knowledge of the industry, believed that organizations could analyze tasks to make them performed with more efficiency. Following his work, Frank and Lillian Gilbreth performed numerous studies on physical motions workers took to perform specific tasks and tried to maximize efficiency by suggesting new ways to perform the tasks, using less energy and thereby being more efficient. While Taylor and Gilbreth’s research was more focused on physical motions and tasks, Henri Fayol began looking at how management could improve productivity instead of focusing on specific tasks and motions. Fayol created the Fourteen Principles of Management, which focused on management but also hinted to the importance of human relations: 1. [7] Division of work. Work should be divided in the most efficient way. Fayol believed work specialization, or the focus on specific tasks for teams or individuals, to be crucial to success. 2. Authority. Authority is the right to give orders and accountability within those orders. Fayol believed that along with giving orders and expecting them to be met, that person in authority also assumes responsibility to make sure tasks are met. 3. Discipline. Discipline is penalties applied to encourage common effort, as a successful organization requires the common effort of all workers. 4. Unity of command. Workers should receive orders from only one manager. In other words, reporting to two or more managers would violate Fayol’s Fourteen Principles of Management. 5. Unity of direction. Everyone in the organization should move toward a common goal and understand how the team will achieve that goal. 6. Subordination of individual interests to general interests. The interests of one person shouldn’t have priority over the interests of the organization as a whole. This focuses on teamwork and the importance of everyone acting toward the same goal. 7. Remuneration. Many things should be considered when paying employees, including cost of living, supply of qualified people, and business success. 8. Centralization. The degree of importance in the subordinates’ (employees’) role in their organization and the amount of decision making that occurs at a central level versus a decentralized level. For example, in many organizations decisions are made centrally (i.e., in the “corporate office”), Saylor URL: http://www.saylor.org/books Saylor.org 8 which does not allow as much flexibility as decentralized decision making; this would mean each individual area can make its own decisions. 9. Scalar chain. This refers to how authority is divided among managers. Specifically, Fayol said lower-level managers should always keep upper-level managers informed. 10. Order. All materials and people related to one kind of work should be organized and neat. Things should be easy to find. 11. Equity. All employees should be treated equally. 12. Stability of tenure of personnel. Retention of employees should be a high management priority. The cost of hiring a new worker is expensive, so efforts should be maintained to keep current employees. 13. Initiative. Management should take steps to encourage workers to take initiative. In addition, workers should be self-directed and not need a lot of management control to accomplish tasks. 14. Esprit de corps. Managers should encourage harmony among employees. This harmony creates good feelings among employees. Fayol’s research was some of the first that addressed the need for positive human relations in a work environment. As further research was performed into the 1920s, we moved into a new period of human relations studies called the behavioral school of management. During this time period, employees had begun to unionize, bringing human relations issues to the forefront. Because workers demanded a more humane environment, researchers began to look at how organizations could make this happen. One of the more notable researchers was Elton Mayo, from Harvard Business School, and his colleagues. They conducted a series of experiments from the mid-1920s to early 1930s to investigate how physical working conditions affected worker productivity. They found that regardless of changes such as heat, lighting, hours, and breaks, productivity levels increased during the study. The researchers realized the increased productivity resulted because the workers knew they were being observed. In other words, the workers worked harder because they were receiving attention and felt cared about. This phenomenon is called the Hawthorne effect (named for the electrical plant for which the experiments were conducted). In the 1950s, researchers began to explore management techniques and the effect on worker satisfaction. Saylor URL: http://www.saylor.org/books Saylor.org 9 This was called the behavioral science approach. These techniques used psychology, sociology, and other human relations aspects to help researchers understand the organizational environment. Since the 1960s, research on human relations has been much easier to assimilate because of technology and a focus on statistical analysis. Hence, this is called the management science school. So while research today focuses on the human relations aspect, we are now able to use complex statistical models to improve efficiency and productivity while still focusing on the human relations component. Human Relations, Technology, and Globalization While we discuss the impact of technology on human relations throughout the book, it is important to mention here the immense impact technology has had on this field of study. Inability to see body language indicators make it more difficult to communicate using technology, creating conflict and misunderstandings. These misunderstandings can obviously affect human relations. Also consider that through globalization, we are working with people from all over the world in many time zones who have different perspectives. Between technology and globalization, humans have never had to work with such a diverse group of people—using diverse methods of communication—at any time in history. Technology has allowed us to do this: e-mail, Skype, and instant message, to name a few. The impact on human relations is obvious—there is less face-to-face interactions and more interactions using technology. Add in the challenge of a global environment and this creates a whole new set of challenges. Many organizations today are focusing on how to use technology to save workers time commuting to work. In fact, an estimated 26.2 million workers telecommute, or work from a remote location at least [8] once per month. Global Workplace Analytics cites the following benefits to telecommuting: 1. Improved employee satisfaction 2. Reduced unscheduled absences 3. Increased productivity However, Global Workplace Analytics also says there are some key drawbacks: 1. [9] Social needs may not be met 2. People must be self-directed 3. Employees must be comfortable with technology or it won’t work Saylor URL: http://www.saylor.org/books Saylor.org 10 While technology has greatly impacted human relations at work, there are some common denominators for human relations success in today’s workplace—whether or not technology is used. These factors will be discussed throughout this book: • Chapter 1 "What Is Human Relations?". Understanding how personality, attitudes, self-esteem, and perception impact human relations. How we are, how we behave, and our belief systems all impact how we view ourselves and others. • Chapter 2 "Achieve Personal Success". Understanding the components to personal success, such as goal setting and emotional intelligence skills. Being able to achieve personal success is the first step in attaining career success. • Chapter 3 "Manage Your Stress". Managing stress and understanding how too much stress can negatively impact our human relations. • Chapter 4 "Communicate Effectively". Communication abilities. Everything we do at work and in our personal lives involves communication. Understanding how to communicate effectively is the cornerstone of positive human relations. • Chapter 5 "Be Ethical at Work". Ethical decision making is necessary because ethical decisions must be made all the time in our personal and work lives. Understanding how to make an ethical decision can help us become better employees and human beings. • Chapter 6 "Understand Your Motivations". Understanding what motivates you can help you know the right career path and can assist you in guiding your supervisor. Without an understanding of our own motivations (our own self-knowledge) we may not be able to complete tasks as efficiently. Of course, this skill is the key to successful human relations. • Chapter 7 "Work Effectively in Groups". Working in teams has become necessary in most every work environment. Understanding how teams work and how they achieve success together will provide you with the tools to be an effective team member. • Chapter 8 "Make Good Decisions". Good decision making, both personally and professionally, can help our human relations in that it provides a framework to make sure we are thinking about all aspects of the decision. We tend to be happier when we make better decisions, which means we relate better to others. Saylor URL: http://www.saylor.org/books Saylor.org 11 • Chapter 9 "Handle Conflict and Negotiation". The ability to manage conflict is necessary in today’s workplace. Not everything will work exactly as we planned, nor will we get along with everyone we meet. Learning how to work through these challenges can help us become better at human relations. • Chapter 10 "Manage Diversity at Work". The ability to work with a diverse workforce. In a globalized workforce, we will work with people from all cultures and backgrounds. Understanding how to effectively work with people different from us can help us be more successful at work. • Chapter 11 "Work with Labor Unions". Understanding labor unions and their role in the workplace will help us understand how unions work, should we become employed in a union environment. Understanding the concepts in this chapter gives us the working knowledge to apply the human relations skills we have learned. • Chapter 12 "Be a Leader". Leadership and management skills can assist us in understanding how we can be leaders in our workplace, even if we do not have a formal title. • Chapter 13 "Manage Your Career". Managing one’s own career, such as etiquette, dealing with change, and networking. This capstone chapter will relate our discussion back to these key components to human relations. We will focus on human relations in a work setting, but many examples will also relate to personal settings. The examples provided will give you tools to have positive relationships with coworkers, supervisors, and people in your personal life. These positive relationships—both at home and at work— help us become more rounded, happier individuals. This is good for everyone, including the company you work for. KEY TAKEAWAYS • Human relations is an important part to our career success. It is defined as relations with or between people, particularly in a workplace setting. Because a company depends on good human relations through its organizational structure, developing these skills is important. • Technology has greatly impacted human relations because so much of our communication occurs without the advantage of seeing body language. This can result in miscommunications. Many Saylor URL: http://www.saylor.org/books Saylor.org 12 workers telecommute to work. There are advantages and disadvantages, more notably a disadvantage being the lack of human, face-to-face contact. • There was an evolution in human relations study. In the classical school of management, the focus was on efficiency and not on human relations. • Employees began to unionize in the 1920s due to lack of positive human relations, and therefore the behavioral school of management was created. During this time period, researchers began to focus on the human relations aspect of the workplace. One of the major theories developed was theHawthorne effect, which determined that workers were more productive when they were being watched and cared about by researchers. • During the 1950s, the behavioral science approach looked at management techniques as a way to increase productivity and human relations. • In the 1960s and beyond, sophisticated tools allow researchers to analyze more data and focus on the statistical aspects of human relations and management data. EXERCISES 1. Have you ever worked with anyone like Jenny (in the opening case), either in school or at a job? Discuss your experiences and how you handled working with this person. How could they have benefited from an understanding of human relations? 2. Discuss two advantages to learning about human relations skills. Why do companies value good human relations skills? 3. Would you be interested in telecommuting for work? What are the advantages and disadvantages to the employee? Discuss in small groups. 4. Draw a timeline of human relations research. On the timeline, indicate the events that changed human relations thinking. Bring your timelines to class and discuss in small groups. Next Saylor URL: http://www.saylor.org/books Saylor.org 13 [1] Merriam Webster Dictionary, accessed January 30, 2012, http://www.merriamwebster.com/dictionary/human%20relations [2] Natalie Jones, “10 Most Common Reasons Why People Are Fired,” Wikinut article, February 28, 2010, accessed January 31, 2012, http://business.wikinut.com/10-Most-Common-Reasons-People-are-Fired/ggcsrftv/ [3] Jean Maye, “7 Steps to Getting Promoted,” Chicago Tribune, 2012, accessed January 31, 2012, http://www.chicagotribune.com/classified/jobs/sns-jobs-steps-promotion,0,6989913.story [4] Brian Tracy, “Mastering Human Relationships,” Brian Tracy International, August 19, 2009, accessed January 31, 2012, http://www.briantracy.com/blog/personal-success/mastering-human-relationships/ [5] Tracy, Brian, “Mastering Human Relationships,” Brian Tracy International, August 19, 2009, accessed January 31, 2012, http://www.briantracy.com/blog/personal-success/mastering-human-relationships/ [6] Joan Harrington, “Eight Persuasion Tips to Make Anyone Like You,” Joan Harrington’s True Successes, January 19, 2012, accessed January 31, 2012,http://joansblog.joantruesuccess11.ws/highly-recommended/8-persuasiontips-to-make-anyone-like-you/ [7] Girish Sharmaa, “Henri Fayol’s Principles of Management,” Publish Your Articles, no date, accessed February 1, 2012, http://www.publishyourarticles.org/knowledge-hub/business-studies/henry-fayols-principles-ofmanagement.html [8] Telework 2011, “A WorldatWork Special Report,” World at Work Organization, June 2011, accessed February 1, 2012, http://www.worldatwork.org/waw/adimLink?id=53034 [9] Telework Research Network, “Costs and Benefits: Advantages of Telecommuting,” Telework Research Network, no date, accessed February 1, 2012,http://www.teleworkresearchnetwork.com/costs-benefits 1.2 Human Relations: Personality and Attitude Effects LEARNING OBJECTIVES 1. Be able to define personality and attitudes. 2. Explain how your attitude and personality has an effect in the workplace. Saylor URL: http://www.saylor.org/books Saylor.org 14 What Determines Our Personality? Our personality is defined as a set of traits that can explain or predict a person’s behavior in a variety of situations. In other words, personality is a set of characteristics that reflect the way we think and act in a given situation. Because of this, our personality has a lot to do with how we relate to one another at work. How we think, what we feel, and our normal behavior characterize what our colleagues come to expect of us both in behavior and the expectation of their interactions with us. For example, let’s suppose at work you are known for being on time but suddenly start showing up late daily. This directly conflicts with your personality—that is, the fact that you are conscientious. As a result, coworkers might start to believe something is wrong. On the other hand, if you did not have this characteristic, it might not be as surprising or noteworthy. Likewise, if your normally even-tempered supervisor yells at you for something minor, you may believe there is something more to his or her anger since this isn’t a normal personality trait and also may have a more difficult time handling the situation since you didn’t expect it. When we come to expect someone to act a certain way, we learn to interact with them based on their personality. This goes both ways, and people learn to interact with us based on our personality. When we behave different than our normal personality traits, people may take time to adjust to the situation. Personality also affects our ability to interact with others, which can impact our career success. In a 2009 study [1] by Angelina Sutin et al., it was found that the personality characteristic of neuroticism (a tendency to experience negative emotional states) had more effect than any personality characteristic on determining future career success. In other words, those with positive and hopeful personalities tend to be rewarded through career success later in life. Although there is debate between whether or not our personalities are inherent when we are born (nature) versus the way we grew up (nurture), most researchers agree that personality is usually a result of both nature and our environmental/education experiences. For example, you have probably heard someone say, “She acts just like her mother.” She likely behaves that way because she was born with some of her mother’s traits, as well as because she learned some of the behaviors her mother passed to her while growing up. Figure 1.1 Saylor URL: http://www.saylor.org/books Saylor.org 15 The linked image cannot be displayed. The file may have been moved, renamed, or deleted. Verify that the link points to the correct file and location. Nature and nurture factors determine our personality. Another example might be someone who grows up with their parents constantly having parties. As a result, as an adult this person may end up organizing a lot of parties, too. Or the influence of parties may create the opposite effect, where the person doesn’t want to have parties at all. The environmental and educational experiences can create positive or negative associations, which result in how we feel about any situation that occurs in our lives. [2] Our values help determine our personality. Our values are those things we find most important to us. For example, if your value is calmness and peace, your personality would show this in many possible ways. You might prefer to have a few close friends and avoid going to a nightclub on Saturday nights. You might choose a less stressful career path, and you might find it challenging to work in a place where frequent conflict occurs. We often find ourselves in situations where our values do not coincide with someone we are working with. For example, if Alison’s main value is connection, this may come out in a warm communication style with coworkers and an interest in their personal lives. Imagine Alison works with Tyler, whose core value is efficiency. Because of Tyler’s focus, he may find it a waste of time to make small talk with colleagues. When Alison approaches Tyler and asks about his weekend, she may feel offended or upset when he brushes her off to ask about the project they are working on together. She feels like a connection wasn’t made, and he feels like she isn’t efficient. Understanding our own values as well as the values of others can greatly help us become better communicators. Saylor URL: http://www.saylor.org/books Saylor.org 16 Examples of Values What are your top five values? How do you think this affects your personality? Accomplishment, success Ease of use Meaning Results-oriented Accountability Efficiency Justice Rule of law Accuracy Enjoyment Kindness Safety Adventure Equality Knowledge Satisfying others All for one & one for all Excellence Leadership Security Beauty Fairness Love, romance Self-givingness Calm, quietude, peace Faith Loyalty Self-reliance Challenge Faithfulness Maximum utilization Self-thinking Change Family Intensity (of time, resources) Sensitivity Charity Family feeling Merit Service (to others, society) Cleanliness, orderliness Flair Money Simplicity Collaboration Freedom, liberty Oneness Skill Commitment Friendship Openness Solving problems Communication Fun Other’s point of view, inputs Speed Community Generosity Patriotism Spirit, spirituality in life Competence Gentleness Peace, nonviolence Stability Competition Global view Perfection Standardization Concern for others Goodwill Personal growth Status Connection Goodness Perseverance Strength Content over form Gratitude Pleasure A will to perform Continuous improvement Hard work Power Success, achievement Cooperation Happiness Practicality Systemization Coordination Harmony Preservation Teamwork Creativity Health Privacy Timeliness Customer satisfaction Honor Progress Tolerance Saylor URL: http://www.saylor.org/books Saylor.org 17 Decisiveness Human-centered Prosperity, wealth Tradition Determination Improvement Punctuality Tranquility Delight of being, joy Independence Quality of work Trust Democracy Individuality Regularity Truth Discipline Inner peace, calm, quietude Reliability Unity Discovery Innovation Resourcefulness Variety Diversity Integrity Respect for others Well-being Dynamism Intelligence Responsiveness Wisdom Source:http://www.gurusoftware.com/GuruNet/Personal/Topics/Values.htm What about Our Attitudes? Our attitudes are favorable or unfavorable opinions toward people, things, or situations. Many things affect our attitudes, including the environment we were brought up in and our individual experiences. Our personalities and values play a large role in our attitudes as well. For example, many people may have attitudes toward politics that are similar to their parents, but their attitudes may change as they gain more experiences. If someone has a bad experience around the ocean, they may develop a negative attitude around beach activities. However, assume that person has a memorable experience seeing sea lions at the beach, for example, then he or she may change their opinion about the ocean. Likewise, someone may have loved the ocean, but if they have a scary experience, such as nearly drowning, they may change their attitude. The important thing to remember about attitudes is that they can change over time, but usually some sort of positive experience needs to occur for our attitudes to change dramatically for the better. We also have control of our attitude in our thoughts. If we constantly stream negative thoughts, it is likely we may become a negative person. In a workplace environment, you can see where attitude is important. Someone’s personality may be cheerful and upbeat. These are the prized employees because they help bring positive perspective to the workplace. Likewise, someone with a negative attitude is usually someone that most people prefer not to work with. The problem with a negative attitude is that it has a devastating effect on everyone else. Have you ever felt really happy after a great day and when you got home, your roommate was in a terrible mood Saylor URL: http://www.saylor.org/books Saylor.org 18 because of her bad day? In this situation, you can almost feel yourself deflating! This is why having a positive attitude is a key component to having good human relations at work and in our personal lives. But how do we change a negative attitude? Because a negative attitude can come from many sources, there are also many sources that can help us improve our attitude. Changing Your Attitude On the Motivation123 website, they describe the three things to consider when trying to change your attitude. Reams are written about improving your attitude; not so when it comes to defining that thing you’re trying to improve. In this checklist, we’re going to fix that. Though there are many ways to define attitude, I find the three checkpoints below to be the most helpful. They make it clear not only what your attitude is made of but also how it affects what you do. 1. How You Enter Before heading down South for a vacation, I expected a relaxing and enjoyable time. This is the first piece of your attitude: it is what you expect before something happens. For me, I expected good things. Someone with a more negative bent—at least in relation to traveling— would predict rough times ahead. 2. How You Live through It The second piece of your attitude is the way in which you gauge progress. Do you notice what is going wrong? Going well? Somewhere in between? I went to dinner the other night with a few friends. I’m always on the lookout for stories to use on the site, so when they started to comment on the place, I was drawn in. One friend noticed how noisy the restaurant was, how grumpy the waiter seemed, and how bad the food tasted. On the heels of this cheery testimonial, the friend sitting next to me said she loved the atmosphere, the style of the tables, and her dinner. Two attitudes looking for very different things. 3. How You Exit Saylor URL: http://www.saylor.org/books Saylor.org 19 The last role your attitude plays happens at the end of a situation or experience. At this point, your attitude affects the way you sum things up. I was watching a competition-based reality show the other night and, when two people were sent home, they were given the chance to talk to the camera one last time. They were asked what they would take away from the experience. The first reflected on the friendships he had made and the good times he had had. The second was angry and vengeful. To her, the experience was a waste of time. Attitude strikes again. Reprinted with permission: Motivation123.com. Get hundreds of simple motivation tips, along with your free Motivation123 Welcome Kit, at the Motivation123.com website. Visit http://www.motivation123.com today. As Note 1.19 "Changing Your Attitude" points out, our attitude is ultimately about how we set our expectations; how we handle the situation when our expectations are not met; and finally, how we sum up an experience, person, or situation. When we focus on improving our attitude on a daily basis, we get used to thinking positively and our entire personality can change. It goes without saying that employers prefer to hire and promote someone with a positive attitude as opposed to a negative one. Other tips for improving attitude include the following: 1. [3] When you wake up in the morning, decide you are going to have an excellent day. By having this attitude, it is less likely you may feel disappointed when small things do not go your way. 2. Be conscious of your negative thoughts. Keep a journal of negative thoughts. Upon reviewing them, analyze why you had a negative thought about a specific situation. 3. Try to avoid negative thinking. Think of a stop sign in your mind that stops you when you have negative thoughts. Try to turn those thoughts into positive ones. For example, instead of saying, “I am terrible in math,” say, “I didn’t do well on that test. It just means I will study harder next time.” 4. Spend time with positive people. All of us likely have a friend who always seems to be negative or a coworker who constantly complains. People like this can negatively affect our attitude, too, so steering clear when possible, or limiting the interaction time, is a great way to keep a positive attitude intact. 5. Spend time in a comfortable physical environment. If your mattress isn’t comfortable and you aren’t getting enough sleep, it is more difficult to have a positive attitude! Or if the light in your office is too Saylor URL: http://www.saylor.org/books Saylor.org 20 dark, it might be more difficult to feel positive about the day. Look around and examine your physical space. Does it match the mental frame of mind you want to be in? Self-Assessment: What’s My Attitude? 1. People would describe me as unhappy. o True o False 2. I complain right away if there is something I don’t like. o True o False 3. Being positive most of the time is far too unrealistic. o True o False 4. If I have a bad morning, the rest of my day is sure to be ruined. 5. o True o False I tend to think more about my weak points than my strong points. o True o False 6. I don’t give out compliments because I don’t want someone to get a big ego. 7. o True o False In the past two weeks, I have called myself depressed. o True o False 8. I worry too much about things I can’t control. o True Saylor URL: http://www.saylor.org/books Saylor.org 21 o False 9. It takes a lot to make me happy. o True o False 10. When I experience a failure, I usually just stop trying. o True o False Now, count the number of true and false answers. The more false answers you have, the better attitude you tend to have. If you have many true answers, what are some ways to help you change to a more positive attitude? When considering our personality, values, and attitudes, we can begin to get the bigger picture of who we are and how our experiences affect how we behave at work and in our personal lives. It is a good idea to reflect often on what aspects of our personality are working well and which we might like to change. With self-awareness (discussed further in Chapter 2 "Achieve Personal Success"), we can make changes that eventually result in better human relations. Why Human Relations? Our personality traits, attitude, and self-esteem have everything to do with human relations. When you are planting a vegetable garden, you wouldn’t fill the new garden with old soil that no longer has nutrients in it. Doing this will result in your plants not growing as large as they can or could even result in them not growing at all. If we look at our human relations ability, the same idea applies. Personality, attitude, and self-esteem comprise the nutrient-rich soil required for our human relations skills to grow. Our personality is how we see the world, either positive and full of hope or negative and full of despair. Without a positive attitude, it can be difficult to relate to others—because they may not want to be around us! Likewise, having a positive self-image can give us the confidence to nurture relationships, resulting in positive human relations as well. Just like the garden that needs soils rich in nutrients, our human relations skills are the same. To make our human relations skills Saylor URL: http://www.saylor.org/books Saylor.org 22 grow, we need to look at our underlying personality characteristics, attitudes, and self-esteem that could be helping—or hindering—our ability to relate to others. KEY TAKEAWAYS • Personality is defined as a set of traits that predict and explain a person’s behavior. Values are closely interwoven into personality, as our values often define our traits. • Our personality can help define our attitudes toward specific things, situations, or people. Most people prefer to work with people who have a positive attitude. • We can improve our attitude by waking up and believing that the day is going to be great. We can also keep awareness of our negative thoughts or those things that may prevent us from having a good day. Spending time with positive people can help improve our own attitude as well. EXERCISES 1. Visit http://www.thecolorcode.com. Find the section that allows you to take the personality test for free, take the test, and then review the results. What color are you? How does this impact how you relate to others either at school or at work? 2. Looking at Note 1.17 "Examples of Values", which five are most important to you? Connect two to three personality traits you possess as a result of these values. For example, if you value practicality you might see this manifest through the importance placed on goods purchased or the type of wardrobe you have. 3. In two or three paragraphs, discuss your attitude and name four specific strategies you will use to improve your attitude. Next Saylor URL: http://www.saylor.org/books Saylor.org 23 [1] Angelina R. Sutin and Paul T. Costa, “Personality and Career Success,” European Journal of Personality 23, no. 2 (March 2009): 71–84. [2] Alexandria Lupu, “Our Personality: Is It Genetically Inherited or Determined by the Environmental Factors,” Softpedia News, July 2, 2006, accessed February 3, 2012,http://news.softpedia.com/news/Our-Personality-Is-ItGenetically-Inherited-or-Determined-by-The-Environmental- Factors-28413.shtml [3] Richard Whitaker, “Improving Your Attitude,” Biznick, September 2, 2008, accessed February 3, 2012, http://biznik.com/articles/improving-your-attitude 1.3 Human Relations: Perception’s Effect LEARNING OBJECTIVE 1. Be able to explain influencers of perception that impact your ability to relate to others. Why Does Perception Matter to Human Relations? As we have discussed so far in this chapter, many things impact our human relations with others. Perception is no different. Perception is the recognition and interpretation of sensory stimuli based upon our memory. In other words, it is the way you interpret data around you. The data could come from sight, smell, touch, taste, and hearing. For example, if you wake up in the morning to the smell of coffee, your perception is likely correct that your roommate is already awake. The challenge with perception in human relations is that we may not always understand someone else’s perception and/or assume their perception is our own. This is where disagreements and other communication issues can occur. For example, if you perceive that your significant other is too focused on spending time with friends, your interactions with her will be based upon this perception. For example, you could be frustrated and short tempered. In a workplace setting, perceptions can also cause miscommunications. For example, you may perceive your coworker to be lazy because he always arrives to work at 8:15 a.m. and the start time is 8 a.m. Suppose he has a child with a medical condition who needs special schooling, and the school doesn’t Saylor URL: http://www.saylor.org/books Saylor.org 24 open until 8 a.m.? Perhaps he has made arrangements with your supervisor of which you are unaware. This perception can be a dangerous one, since we don’t have all of the facts. The linked image cannot be displayed. The file may have been moved, renamed, or deleted. Verify that the link points to the correct file and location. How many legs does this elephant have? This section on perception is going to address the many ways we perceive things—and how these perceptions impact our ability to relate to others. Source: http://www.moillusions.com/2006/05/elephant-optical-illusion.html What Influences Our Perception? We have defined perception and given some example to show how perceptions can be incorrect— negatively impacting relationships. But where do our perceptions come from? There are a number of things that influence our perception. [1] First, our heredity can be major influencers of our perception. Height, skin color, and gender influence the way we see the world. For example, someone who is 5’ 2” may perceive an object to be stored too high, while someone who is 6’ 2” may not have that same perception. Our needs impact our perception as well. Physiological needs, such as food and water (or lack thereof), can influence how we feel about certain situations. Have you ever been in a social situation where you were very hungry? If so, you know this impacted your ability to socialize with other people. You may have found yourself less patient to listen because you were concerned about when Saylor URL: http://www.saylor.org/books Saylor.org 25 you were going to eat! Or if you have ever taken a road trip and needed to use the restroom, your perception may be that the highway lacks a sufficient number of rest areas. Our peer group can also impact our perception. Our peers tend to determine what is desirable or undesirable, thereby giving us information on how to interpret data around us. You have experienced this personally, no doubt. If you perceive a brand of clothing desirable, it is more likely your friends also feel similar. The same thing happens at work; for example, suppose a supervisor uses Skype to conduct meetings because her perception is that it is an efficient way to do business. It is highly likely that others in your workgroup will perceive it as a useful tool, also. Our interests impact our perception. If you like running marathons, your perception on how much to spend on running shoes will be different from someone who prefers kayaking for fun and needs a pair of athletic shoes. Assume your interest at work is to be promoted. Your perception of work is very different than someone who can’t stand the job and is looking for a position with a different company. Our expectations are another driver of our perceptions. For example, research performed by Ronald Melzack [2] suggests our expectations about how much something will hurt alters our perception after the fact. For example, if you are dreading getting a flu shot because you believe it will hurt a lot (expectations), once you actually have it done, you may say, “That didn’t hurt at all” (perception), because your expectation prepared you beforehand. In other words, our expectations affect our perception after the fact. In this example, our expectation was extreme pain, but when that didn’t occur, our perception was quite the opposite. Our expectations and resulting perception can also be looked at in a work setting. For example, if you have high expectations that your workgroup will win the annual chili cook-off at your company picnic, but you don’t win, your perception could be one of unfairness: “The judges like the marketing department better.” Likewise, if your team wins the chili cook-off and you expected to win, your perceptions may be, “Of course we won, we knew ours was the best.” A halo effect or reverse halo effect can also alter our perceptions. The halo affect assumes that if a person has one trait we like, that all traits must be desirable. The reverse halo effect is if we find an undesirable trait in someone, we assume all traits are undesirable. Assume you don’t like the way Saylor URL: http://www.saylor.org/books Saylor.org 26 your coworker, Mariette, speaks. You may then make an assumption that all of Mariette’s traits are negative. Likewise, if you believe Rhonda is a great dental hygienist, you may promote her to manage the other dental hygienists. Later, if the other hygienists complain about her management style, you may realize you promoted her because you thought her skill as a dental hygienist meant she also had good management skills. In this case, the halo effect occurred. Awareness of our own perceptions and what drives those perceptions is a key component to being successful at work. If we know why we believe something to be good, right, fair, negative, or unfair based on our perceptions, we can begin to let go of some of our misperceptions. As a result, developing good relationships at work, respect, and mutual understanding can create a better workplace. KEY TAKEAWAYS • Personality is defined as a stable set of traits that can explain or predict a person’s behavior in a variety of situations. Our personality affects the way we interact with others. Our personality comes from both environmental factors and some factors we are just born with (nature). • Values are the things we find important to us. If our values conflict with another’s, there may be a miscommunication or other issues. • Attitudes can be favorable or unfavorable feelings toward people, things, or situations. Our attitudes have a great impact on each other. If one person has a bad attitude, it is likely to be contagious. We can do many things to change our attitude, but all include making a conscious effort to be aware of our negative thoughts and feelings. • Perception refers to how we interpret stimuli such as people, things, or events. Our perception is important to recognize because it is the driving force behind our reaction to things. • Heredity, needs, peer group, interests, and expectations all influence our perception. A halo effect or reverse halo effect can also influence our perception. EXERCISES Saylor URL: http://www.saylor.org/books Saylor.org 27 1. In groups, discuss a situation where you have experienced the halo or reverse halo effect. What was the outcome of the situation? 2. Think of at least five perceptions you had today. What influenced those perceptions? Were your perceptions correct? 3. In groups, discuss a school, personal, or work situation where your perception was wrong. What was the outcome? Next [1] Rita Baltus, Personal Psychology for Life and Work (New York: McGraw-Hill, 2000), 27–29. [2] Ronald Melzack et al., “Central Neuropasticy and Pathological Pain,” Annals New York Academy of Sciences 933 (2001): 157–59. 1.4 Human Relations: Self-Esteem and Self-Confidence Effects LEARNING OBJECTIVES 1. Be able to define and explain the importance of self-esteem in your career. 2. Define and use the Johari window as a tool for self-discovery. What Is Self-Esteem, Self-Image, and Projection? Self-esteem is the opinion you have of yourself and your perception on your value as a person. Low (negative) self-esteem can cause people to be negative, lack motivation, and be moody. Those with higher (positive) self-esteem like themselves, so they expect others to like them, too. They don’t harshly judge themselves and are comfortable with who they are. Self-confidence, on the other hand, is your belief in yourself and your abilities. Often, people with high self-esteem also have self-confidence, although this may not always be the case. Both self-esteem and selfconfidence can translate to positive human relations because if a person feels good about himself or Saylor URL: http://www.saylor.org/books Saylor.org 28 herself, it is more likely he or she will be more comfortable communicating and working in teams—key components for success. According to researchers George Hollenbeck and Douglas Hall, [1] self-confidence can come from several sources: 1. Actual experience. When you have accomplished something and succeeded, it is likely you will have the self-confidence to be successful at the task again. 2. Experiences of others. If you watch another person perform a task, you may know you can do the same thing. 3. Social comparison. When we see others with similar abilities able to perform a task, we may feel more confident in our own abilities to perform the same task. 4. Social persuasion. A boost in self-confidence can come from the encouragement of someone we trust. 5. Emotional arousal. This refers to our inner feelings of being adequate or inadequate when it comes to accomplishing a certain task. This can come from negative or positive self-talk. Self-efficacy is the confidence you have to carry out a specific task. Someone may have generally lower self-confidence but have self-efficacy in certain areas of his or her life. For example, Michael may have low self-esteem in general, but he is a computer whiz so he has self-efficacy in his ability to rebuild a computer. Self-image is a bit different than self-esteem in that it means how an individual thinks others view him or her. One’s self-image may not always be in line with what people actually think, but you can imagine the impact this can have on human relations at work. If someone’s self-image is that people think they are stupid, they may not try as hard since they believe this is what people think of them anyway. Obviously, this can be an unproductive and unhealthy way of working with others. Projection refers to how your self-esteem is reflected in the way you treat others. For example, if Cheng has low self-esteem, he may project this by putting down other people or belittling them. Likewise, if Cheng has high self-esteem, his projection onto others may be positive. Saylor URL: http://www.saylor.org/books Saylor.org 29 Improving Self-Confidence Even if our self-confidence needs improvement, the good news is that there are many ways we can improve it. The following are examples: 1. Use positive self-talk and visual imagery. Self-talk refers to the things we tell ourselves in quiet moments. It could be, “I did a really good job on that project” or “I am not good in math.” We constantly have an internal dialogue and our subconscious does not know the difference between truth and reality. So when we use negative self-talk, our subconscious actually starts to believe whatever we are telling it! This is why it is important to use positive self-talk. Visual imagery is focusing on a positive outcome and imagining it. By focusing on a positive outcome, we begin to believe it, thereby making it more likely to happen. For example, before you swing a golf club, you may imagine yourself hitting it perfectly with the ball going in just the right direction. This helps get us mentally ready to perform. 2. Take risks. Risk-taking is an important source of gaining self-confidence. Of course, not all risks work out the way we want them to, but until we take risks, we are unable to accomplish tasks. 3. Accomplish. Accomplishing something important such as earning a degree or a promotion can help us gain self-confidence. Of course, as mentioned earlier, often it involves risk taking in order to accomplish. 4. Know your strengths and weaknesses. Everyone has a set of things they are good at. Knowing what you are good at and focusing on those things can improve self-esteem. Also, knowing what you are not good at and working to improve those skills can build self-confidence, too. 5. Choose to spend time with people who boost your self-esteem. There are many negative people who do not want anyone to succeed because it makes them feel bad about themselves. Choose friends who boost your self-esteem and limit the time with people who harm your self-esteem. Everyone can continue working on their self-esteem and self-confidence throughout life. The Johari window is one tool that can help us determine how we see ourselves and how others see us. This can serve as a good starting point and self-assessment tool to help us become better at human relations. Saylor URL: http://www.saylor.org/books Saylor.org 30 The Johari window was created in 1955 by Josephy Luft and Harry Ingham. When it was created, the researchers gave people fifty-six adjectives they could use to describe themselves. The subjects picked five or six adjectives and then had someone who knew them well pick six for that person as well. Then, the adjectives were placed in the appropriate place in the grid. The grid consists of four windows. The first window is the open area. In this area, these are things that someone knows about themselves and others see in them too. The second window is the blind area. In the blind area, the person does not know it about themselves, but others see it in them. In the hidden area, the person knows this about her- or himself, but others are not aware of it. In the unknown area, neither person knows what exists there. Through time and as we change and grow, we may have more self-awareness and aspects of ourselves once in the unknown area may go into one of the other windows. Figure 1.2 The Johari Window The linked image cannot be displayed. The file may have been moved, renamed, or deleted. Verify that the link points to the correct file and location. Having higher self-esteem and higher self-confidence can improve our projection, meaning we can better accept criticism, learn from our mistakes, and communicate more effectively. This can result in better human relations at work and, ultimately, higher productivity and higher profitability. KEY TAKEAWAYS • Self-esteem is defined as the opinion one has about their value as a person. This is different than selfconfidence, which refers to the belief someone has in themselves. Both are important determinants to career and human relations success. Saylor URL: http://www.saylor.org/books Saylor.org 31 • Self-efficacy is the confidence someone has to carry out a specific task. Self-confidence and self-efficacy can come from a variety of sources. • Self-image is how you think others view you, while projection refers to how your self-esteem is reflected in others. • The Johari window is a tool to look at our own self-esteem and learn how others view us. The Johari window involves the open area, hidden area, blind area, and unknown area. EXERCISES 1. Write down the five words that describe you the best. When you look at these words, are they positive? If they are not positive, what steps can you take to improve your self-esteem? How will the steps you take improve your human relations skills? 2. Take the self-esteem quiz at http://testyourself.psychtests.com/testid/3102. What were the results? Do you agree with the results? Next [1] George Hollenbeck and Douglas Hall, “Self-Confidence and Leader Performance” (technical report, Boston University Executive Development Roundtable, 2004). 1.5 Summary and Exercise CHAPTER SUMMARY • Human relations is an important part to our career success. It is defined as relations with or between people, particularly in a workplace setting. Because a company depends on good human relations through its organizational structure, developing these skills is important. Saylor URL: http://www.saylor.org/books Saylor.org 32 • Technology has greatly impacted human relations because so much of our communication occurs without the advantage of seeing body language. This can result in miscommunications. Many workers telecommute to work. There are advantages and disadvantages, a more notable disadvantage being the lack of human, face-to-face contact. • There was an evolution in human relations study. In the classical school of management, the focus was on efficiency and not on human relations. • Employees began to unionize in the 1920s due to lack of positive human relations, and therefore the behavioral school of management was created. During this time period, researchers began to focus on the human relations aspect of the workplace. One of the major theories developed was the Hawthorne effect, which determined that workers were more productive when they were being watched and cared about by researchers. • During the 1950s, the behavioral science approach looked at management techniques as a way to increase productivity and human relations. • In the 1960s and beyond, sophisticated tools allow researchers to analyze more data and focus on the statistical aspects of human relations and management data. • Personality is defined as a stable set of traits that can explain or predict a person’s behavior in a variety of situations. Our personality affects the way we interact with others. Our personality comes from both environmental factors and some factors we are just born with (nature). • Values are the things we find important to us. If our values conflict with another’s, there may be a miscommunication or other issues. • Attitudes can be favorable or unfavorable feelings toward people, things, or situations. Our attitudes have a great impact on each other. If one person has a bad attitude, it is likely to be contagious. We can do many things to change our attitude, but all include making a conscious effort to be aware of our negative thoughts and feelings. • Perception refers to how we interpret stimuli such as people, things, or events. Our perception is important to recognize because it is the driving force behind our reaction to things. • Heredity, needs, peer group, interests, and expectations all influence our perception. A halo effect or reverse halo effect can also influence our perception. Saylor URL: http://www.saylor.org/books Saylor.org 33 • Self-esteem is defined as the opinion one has about their value as a person. This is different than selfconfidence, which refers to the belief someone has in themselves. Both are important determinants to career and human relations success. • Self-efficacy is the confidence someone has to carry out a specific task. Self-confidence and self-efficacy can come from a variety of sources. • Self-image is how you think others view you, while projection refers to how your self-esteem is reflected in others. • The Johari window is a tool to look at our own self-esteem and learn how others view us. The Johari window involves the open area, hidden area, blind area, and unknown area. CHAPTER EXERCISE 1. Using the following adjectives, please select five to six that best describe you. Once you have done this, have someone who knows you well select five to six adjectives. Compare those you selected to those your friend selected, and then place in the appropriate window of Johari’s model, the open area, blind area, unknown area, or hidden area. Then answer the following questions: a. What surprised you most about the adjectives your friend chose? b. What are some ways you can make your hidden area more open? What are the advantages to doing this? c. How do you think this exercise relates to your self-esteem? d. How can the information you gained about yourself apply to positive human relations? simple brash vulgar unimaginative violent withdrawn childish unhappy irrational insecure cynical impatient inane imperceptive hostile boastful panicky distant loud needy weak smug chaotic self-satisfied ignorant unethical predictable vacuous overdramatic blasé Saylor URL: http://www.saylor.org/books Saylor.org 34 rash foolish passive unreliable embarrassed callous patient dull dependable insensitive humorless powerful intelligent dignified dispassionate sensible proud introverted energetic inattentive sentimental quiet kind extroverted able shy reflective knowledgeable friendly accepting silly relaxed logical giving adaptable spontaneous religious loving happy bold sympathetic responsive mature helpful brave tense searching modest idealistic calm trustworthy self-assertive nervous independent caring warm self-conscious observant ingenious cheerful wise cowardly organized inflexible clever witty irresponsible timid glum complex intolerant selfish unhelpful aloof confident The linked image cannot be displayed. The file may have been moved, renamed, or deleted. Verify that the link points to the correct file and location. The Johari Window Next Saylor URL: http://www.saylor.org/books Saylor.org 35 Chapter 2 Achieve Personal Success Once you are in the field, emotional intelligence emerges as a much stronger predictor of who will be most successful, because it is how we handle ourselves in our relationships that determines how well we do once we are in a given job. - Daniel Goleman If you want to be successful, it’s just this simple. Know what you are doing. Love what you are doing. And believe in what you are doing. - Will Rogers Reegan is highly committed to her company but is having trouble getting along with two of her coworkers. They just don’t seem to like her, even though she has a lot of good ideas to contribute to the team. While she wants to stay with the company, she just doesn’t see that happening with the current work environment. Reegan schedules a meeting with her manager, Lynn, hoping she will have some ideas on how to improve the situation. Lynn listens intently to Reegan’s concerns and says, “Reegan, you are an asset to this organization, with all of your abilities and skills. But as of right now, you are lacking in some areas we should discuss.” Reegan is very upset with this reaction; she expected Lynn to talk with the others in her department and force them to be easier to work with. “First, the perception is that you are not a team player. You spend time in meetings talking about your ideas, but you don’t ask others what they think of those ideas, nor do you seem to notice body language that indicates someone might have something to say,” says Lynn. “Another thing I have noticed is your seemingly unwillingness to engage your coworkers in anything besides work-related tasks. Remember, this team has worked together for over eight years and they have built personal relationships. You don’t seem to be interested in anyone you work with.” Reegan, defensive, says, “No one will say anything when I mention my ideas! It isn’t my fault that they don’t care about bettering this company. They need to speak up if they have comments or ideas of their own. As far as personal life, I am here to work, not make friends.” Saylor URL: http://www.saylor.org/books Saylor.org 36 Lynn sits back in her chair and asks Reegan if she has ever heard of emotional intelligence skills. Reegan hasn’t, so Lynn gives her some websites to check out, and then schedules a meeting to talk in two days about emotional intelligence. This situation in the workplace is not uncommon yet causes thousands of lost work hours and frustrations on the part of managers and employees. Emotional intelligence skills (sometimes referred to as EQ or EI), as we will discuss in this chapter, can help people be aware of their own emotions, manage those emotions, and work better with others. These skills can be developed over time and are an important part of career success. Before we begin this chapter, it is important to distinguish between personal and professional success, because personal success does not always mean professional success and the other way around. In addition, personal and professional success means different things to different people. For example, having a nice car, a beautiful home, and a fancy job title could be considered professional success. On the other hand, personal success may include the ability to travel, interpersonal relationships, friendships, and other factors that have little to do with professional success. Consider Desiree—she does not earn large sums of money and does not have a fancy job title. She has never been promoted and has worked as an administrative assistant for twelve years for more or less the same salary. However, she does not have the goal of being promoted and prefers to leave the office at 5 pm and not have to think about work beyond that. She has a rich life full of friends and travel and often takes classes to learn new skills such as pottery and kickboxing. One would not argue that Desiree has achieved success and happiness personally. For her, achieving this is far more important than achieving what many would call professional success. However, we know there is much crossover between skills that can help us achieve both professional and personal success or happiness. Emotional intelligence is one of those skills, which we will discuss in greater detail throughout this chapter. Next 2.1 Emotional Intelligence LEARNING OBJECTIVE Saylor URL: http://www.saylor.org/books Saylor.org 37 1. Understand how emotional intelligence can impact your career success. Emotional intelligence is a topic that has been researched since the early 1990s and has been found to be an important indicator of life and career success. In fact, our book is written around the ability to develop emotional intelligence skills. Emotional intelligence (EQ) refers to a form of social intelligence that involves the ability to monitor one’s own and others’ feelings and emotions, to discriminate among them, and to use this information to guide one’s thinking and actions. [1] This is different from intelligence quotient (IQ) in that IQ measures intelligence based on a score derived from intelligence tests. The other main difference between the two is that IQ is stable over a lifetime, while EQ can grow and develop over time. The original researchers of EQ, John Mayer and Peter Salovey, [2] provided the first hint of emotional intelligence in their research, but much of the later research on emotional intelligence was done by Daniel Goleman. [3] According to Goleman, there are four main aspects to emotional intelligence, which we will discuss later in this section. First, why is emotional intelligence necessary for success? To begin with, different from what was previously thought, IQ is not a good predictor of job performance, happiness, or success. Goleman points out that if this myth were true, everyone who graduated at the top of their class with honors would be the most successful people. Because we know this isn’t the case, we know qualities other than just IQ can help predict success. Research by Travis Bradberry and Jean Greves has shown that EQ makes up 58 percent of our job requirements and is the single biggest predictor of performance in the workplace and the strongest driver of leadership and personal excellence. [4]Their research also showed that 90 percent of high performers at work had high EQ, while 20 percent of low performers had low EQ. In other words, you can be a high performer at work without EQ, but the chances are slimmer with low EQ. [5]EQ research by Bradberry and Greves shows a link between higher EQ and higher salary. In fact, for every point increase in EQ, there is a $1,300 per year increase in salary. [6] In one study performed by Virginia Tech, [7] six hundred undergraduate computer science students and twenty institutions participated in a survey that measured emotional intelligence and the ability Saylor URL: http://www.saylor.org/books Saylor.org 38 to handle demanding curriculum. Although emotional intelligence was not directly linked to academic success in the study, students with higher levels of emotional intelligence had more selfefficacy (belief in one’s own ability), which allowed them to handle problems better—creating higher academic success. For example, the ability to read body language and understand when someone is sad or mad and needs to talk is an emotional intelligence skill. These skills enable us to interact with others successfully. Consider a person who does not have a “filter” and continually puts down others and says exactly what is on their mind, even if it is hurtful. This clear lack of emotional intelligence affects this person’s ability to have good, healthy relationships, both at work and in their personal life. So, we know that emotional intelligence is important for success at work, at school, and in our personal lives. Let’s discuss the four main components of EQ: 1. Self-awareness. Self-awareness refers to a person’s ability to understand their feelings from moment to moment. It might seem as if this is something we know, but we often go about our day without thinking or being aware of our emotions that impact how we behave in work or personal situations. Understanding our emotions can help us reduce stress and make better decisions, especially when we are under pressure. In addition, knowing and recognizing our own strengths and weaknesses is part of self-awareness. Assume that Patt is upset about a new process being implemented in the organization. Lack of self-awareness may result in her feeling angry and anxious, without really knowing why. High self-awareness EQ might cause Patt to recognize that her anger and anxiety stem from the last time the organization changed processes and fifteen people got laid off. Part of self-awareness is the idea of positive psychological capital, which can include emotions such as hope; optimism, which results in higher confidence; and resilience, or the ability to bounce [8] back quickly from challenges. Psychological capital can be gained through self-awareness and selfmanagement, which is our next area of emotional intelligence. 2. Self-management. Self-management refers to our ability to manage our emotions and is dependent on our self-awareness ability. How do we handle frustration, anger, and sadness? Are we able to control our behaviors and emotions? Self-management also is the ability to follow through with commitments and take initiative at work. Someone who lacks self-awareness may project stress on others. For example, say that project manager Mae is very stressed about an upcoming Monday Saylor URL: http://www.saylor.org/books Saylor.org 39 deadline. Lack of self-management may cause Mae to lash out at people in the office because of the deadline. Higher EQ in this area might result in Mae being calm, cool, and collected—to motivate her team to focus and finish the project on time. 3. Social awareness. Social awareness is our ability to understand social cues that may affect others around us. In other words, understanding how another is feeling, even if we do not feel the same way. Social awareness also includes having empathy for another, recognizing power structure and unwritten workplace dynamics. Most people high on social awareness have charisma and make people feel good with every interaction. For example, consider Erik’s behavior in meetings. He continually talks and does not pick up subtleties, such as body language. Because of this, he can’t understand (or even fathom) that his monologues can be frustrating to others. Erik, with higher EQ in social awareness, may begin talking but also spend a lot of time listening and observing in the meeting, to get a sense of how others feel. He may also directly ask people how they feel. This demonstrates high social awareness. 4. Relationship management. Relationship management refers to our ability to communicate clearly, maintain good relationships with others, work well in teams, and manage conflict. Relationship management relies on your ability to use the other three areas of EQ to manage relationships effectively. Take Caroline, for example. Caroline is good at reading people’s emotions and showing empathy for them, even if she doesn’t agree. As a manager, her door is always open and she makes it clear to colleagues and staff that they are welcome to speak with her anytime. If Caroline has low EQ in the area of relationship management, she may belittle people and have a difficult time being positive. She may not be what is considered a good team player, which shows her lack of ability to manage relationships. To increase our self-awareness skills, we should spend time thinking about our emotions to understand why we experience a specific emotion. We should look at those things that cause a strong reaction, such as anger to help us understand the underlying reasons for that reaction. By doing this, we can begin to see a pattern within ourselves that helps explain how we behave and how we feel in certain situations. This allows us to handle those situations when they arise. To increase our self-management skills, we can focus on the positive instead of the negative. Taking deep breaths increases blood flow, which helps us handle difficult situations. Although seemingly Saylor URL: http://www.saylor.org/books Saylor.org 40 childish, counting to ten before reacting can help us manage emotions such as anger. This gives us time to calm down and think about how we will handle the situation. Practicing positive selftalk can help increase our self-management. Self-talk refers to the thoughts we have about ourselves and situations throughout the day. Since we have over 50,000 thoughts per day, [9] getting into the habit of managing those thoughts is important. By recognizing the negative thoughts, we can change them for the positive. The following are some examples: Positive Negative I made a mistake. I am, or that was, dumb. I need some work on xx skills. I am an idiot. It may take a bit more effort to show them what I have to offer. They will never accept me. I need to reprioritize my to do list. I will never be able to get all of this done. Let me see what seminars and training is available. I just don’t have the knowledge required to do this job. Increasing social awareness means to observe others’ actions and to watch people to get a good sense of how they are reacting. We can gain social awareness skills by learning people’s names and making sure we watch body language. Living in the moment can help our interactions with others as well. Practicing listening skills and asking follow-up questions can also help improve our social awareness skills. Strategies for relationship management might include being open, acknowledging another’s feelings, and showing that you care. Being willing to listen to colleagues and employees and understanding them on a personal level can help enhance relationship management skills. Being willing to accept feedback and grow from that feedback can help people be more comfortable talking with you. The importance of emotional intelligence, as we introduced at the start of this section, is imperative to being successful at work. Figuring out a plan on how we can increase our emotional intelligence skills can also benefit us personally in our relationships with others. Emotional intelligence is the key to everything we will discuss throughout the book, and each aspect of our discussion relates back to emotional intelligence, as you can see from Figure 2.1. Saylor URL: http://www.saylor.org/books Saylor.org 41 Figure 2.1 Saylor URL: http://www.saylor.org/books Saylor.org 42 The linked image cannot be displayed. The file may have been moved, renamed, or deleted. Verify that the link points to the correct file and location. Emotional intelligence applies to all areas of our lives, both professionally and personally. We will be discussing each of these emotional intelligence aspects throughout the book. KEY TAKEAWAYS • Emotional intelligence (EQ) is different from intelligence quotient (IQ) in that EQ can help predict career success and can be improved over time, whereas IQ is stable over time. • Emotional intelligence consists of four main components. Self-awareness is the first. This level of intelligence comprises the ability to understand one’s own emotions and reactions to those emotions. • Self-management refers to the ability to manage one’s reactions and emotions. Saylor URL: http://www.saylor.org/books Saylor.org 43 • Social awareness refers to one’s ability to read body language and social cues to develop positive relationships both professionally and personally. • Relationship management skills require all of the three mentioned skills. This skill allows us to handle conflict and get along with others. • EQ is important because the majority of successful people have both appropriate IQ levels for their job and EQ skills. EXERCISES 1. Reread the opening case. What emotional intelligence issues do you think Lynn will address with Reegan when they meet? If you were Lynn, what recommendations would you make to Reegan? Visit http://www.queendom.com/tests/access_page/index.htm?idRegTest=3037 (you do not need to register) and take the 146-question quiz on emotional intelligence, which should take about an hour. Then answer the following questions: a. Why do you think EQ predicts more career success than IQ? b. What were the results of the quiz? Do you agree with them? c. Formulate a plan to improve your emotional intelligence skills, with at least three Next goals and strategies to reach those goals. [1] Cherniss, Cary. (2000). Paper presented to annual meeting of the Society for Industrial and Organizational Psychology, New Orleans, LA, April 15, 2000. Accessed February 26, 2012, http://www.eiconsortium.org/reports/what_is_emotional_intelligence.html; Mayer, J. D., Caruso, D., & Salovey, P. (1999). Emotional intelligence meets traditional standards for an intelligence. Intelligence, 27, 267–98. [2] Mayer, J. D., Salovey, P., & Caruso, D. R. (2000). Models of emotional intelligence. In R. J. Sternberg (Ed.). Handbook of intelligence (pp. 396–420). Cambridge, England: Cambridge University Press. [3] Goleman, Daniel. (n.d.). Emotional intelligence. Accessed February 26, 2012,http://danielgoleman.info/topics/emotional-intelligence/ [4] Bradberry, Travis, & Greaves, Jean. (2009). Emotional Intelligence 2.0 (p. 21) TalentSmart Publishing. Saylor URL: http://www.saylor.org/books Saylor.org 44 [5] Bradberry, Travis, & Greaves, Jean. (2009). Emotional Intelligence 2.0 (p. 21) TalentSmart Publishing. [6] Bradberry, Travis, & Greaves, Jean. (2009). Emotional Intelligence 2.0 (p. 22) TalentSmart Publishing. [7] Virginia Tech. (2005, October 5). Emotional intelligence may be good predictor of success in computing studies. ScienceDaily. [8] Luthans, Fred. (2002). The need for and meaning of positive organizational behavior.Journal of Organizational Behavior, 23(6), 695–706. [9] Willax, Paul. (1999, December 13). Treat customers as if they are right. Business First, accessed March 2, 2012,http://www.bizjournals.com/louisville/stories/1999/12/13/smallb2.html?page=all 2.2 Goal Setting LEARNING OBJECTIVES 1. Be able to explain strategies you can use for goal setting. 2. Embrace strategies on how you can effectively deal with change. Goal Setting As we discussed, our emotional intelligence is the cornerstone for career success. Part of self-management is knowing ourselves and being able to set goals based on understanding our own needs and wants. Many people end up adrift in life, with no real goal or purpose, which can show lack of self-management. Some people are happy this way, but most people would prefer to have goals that can set the direction for their life. It is similar to going on a road trip without a map or GPS. You might have fun for a while, going where the wind takes you, but at some point you may like to see specific things or stop at certain places, which creates the need for GPS. What happens if you have been driving aimlessly for a while but decide what you want to see is five hundred miles back the other way? A goal would have helped you plan the steps along the way in your trip. Goals are the GPS for your life. Research done by Locke et al. in the late 1960s shows a direct connection between goal setting and high achievement. [1] One of the most popular methods to setting goals is called the SMART philosophy. This includes the following “steps” or aspects to goal setting: Saylor URL: http://www.saylor.org/books Saylor.org 45 1. Specific. First, the goals need to be specific. Rather than saying, “I want to be a better person,” try a goal such as “volunteer two hours per week.” The more specific the goal, the more we are able to determine if we were successful in that goal. In other words, being specific allows us to be very clear about what we want to achieve. This clarity helps us understand specifically what we need to do in order to achieve the goal. 2. Measurable. The goal must be measured. At the end of the time period, you should be able to say, “Yes, I met that goal.” For example, “increase my sales” isn’t measureable. Saying something such as, “I will increase my sales by 10 percent over the next two years,” is very specific and measureable. At the end of two years, you can look at how well you have performed and compare your goal with the result. 3. Attainable. The goals should be something we can achieve. We must either already have or be able to develop the attitudes, skills, and abilities in order to achieve the goal. This doesn’t mean you need these skills right now, but it does mean over time you should be able to develop them. For example, if my goal is to become a light aircraft pilot, but I am afraid of flying, it may mean I am not willing (or able) to develop the skills and abilities in order to achieve this goal. So this goal would not be attainable and I should choose another one. 4. Realistic. The goal that is set must be something you are willing and able to work toward. The goal cannot be someone else’s goal. For example, earning a business degree because your parents want you to may not be compelling enough to follow through with that goal. The goal should be realistic in terms of your abilities and willingness to work toward the goal. If I decided I wanted to be a WNBA player, this is probably not a realistic goal for me. I am too old; I am five feet two inches and not really willing to put in the time to get better at basketball. So as a result, I would likely not achieve this goal. 5. Time-oriented. There should always be a timeframe attached to a specific goal. Most individuals will have longer-term and shorter-term goals. For example, a long-term goal might be to manage a medical lab. In order to meet this longer-term goal, shorter-term goals might include the following: o Earn a medical lab technology degree o Obtain employment as a medical lab tech o Develop skills by attending two conferences per year Saylor URL: http://www.saylor.org/books Saylor.org 46 o Develop positive relationship with coworkers and supervisor by using emotional intelligence skills Within all of our goals, there are shorter-term objectives. Objectives are the shorter-term goals we must do in order to accomplish our bigger goals. For example, possible objectives for two of the goals mentioned previously might be the following: • • Earn a medical lab technology degree o Take three courses per quarter to finish in two years o Study at least three to six hours per day to earn a 3.5 GPA or higher o See my advisor once per quarter o Slot one night per week for social time, but focus on studies the rest of the time Obtain employment as a medical lab tech o Do an internship in the last quarter of school o Create a dynamic resume o Obtain recommendations from instructors o Attend the quarterly medical lab networking event while in school Another effective strategy in goal setting is writing goals down. [2] Why is this so important? First, you are forced to clarify and think about specific goals using SMART objectives. Second, writing goals down can turn your direction into the right one, and you will be less likely to be sidetracked by other things. Writing goals down and revisiting them often can also provide an outlet for helping you celebrate meeting a certain objective. In our previous example, by writing these things down, we are able to celebrate the smaller successes such as earning a 3.7 GPA or finishing an internship. Research performed published in the Academy of Management journal also suggests that goals are much more likely to be met if the goal is set by the person attaining the goal. [3] For example, if Sherry’s parents want her to become a dental hygienist, but she really wants to become an automotive technician, achieving the goal of dental hygienist may be more difficult, because it’s not her own. While this may seem Saylor URL: http://www.saylor.org/books Saylor.org 47 obvious, we can easily take on goals that other people want us to achieve—even well into our adult life. Expectations from our partner, spouse, friends, and social group can influence our goals and make them not our own. For example, if in your group of friends all have the goal of becoming lawyers, we can assume this should be our goal, too. As a result, we may try to meet this goal but be unsuccessful or unmotivated because it isn’t truly what we want. Another thing to consider about goal setting is that as we change, and situations change, we need to be flexible with them. For example, let’s say Phil has a goal of earning a degree in marketing. Suppose Phil takes his first marketing class but creates a great idea for a new business he would like to start once he graduates. At this point, Phil may decide earning an entrepreneurship degree instead makes the most sense. It is likely, as a result, since Phil’s goal has changed, objectives and timelines may need to change as well. Revisiting our goals often is an important part to goal setting. One of the most popular examples for rigidity in goal setting was Ford. In 1969, the goal was to develop a car that weighed less than 2,000 pounds and was less than $2,000. This was to be done by the model year 1971. As you know, this was a very short time to reengineer and redesign everything the organization had done in the past. Ford met their goal, as the Ford Pinto was introduced in 1971. [4] However, due to the rush to meet the goal, common safety procedures were not followed in the development process, which resulted in disaster. Engineers did not look at the safety issues in placement of the fuel tank, which resulted in fifty-three deaths when the car went up in flames after minor crashes. While this is an extreme example, revisiting goals, including timelines, is also an important part of the goal-setting process. Why Human Relations? In a 2005 study [5] that compared violence and emotional intelligence, inmates were divided into nonviolent offenses and violent offenses. When emotional intelligence was measured, there was a clear difference between emotional intelligence deficiencies and violence as a vehicle to act out emotions. This, of course, is an extreme example, but it proves the point: the ability to understand our emotions allows us to be better prepared to handle those emotions appropriately, which in turn can create success personally and at work. It allows us to create coping tools to deal with emotions such as anger and frustration. Saylor URL: http://www.saylor.org/books Saylor.org 48 The ability to manage ourselves helps us handle our emotions but also allows us to handle ourselves in other ways. For example, practicing self-management can teach us how to forgo immediate gratification to meet our goals, a necessary skill to create the kind of life you want. Time management, handling change, and other skills allow us to be successful personally and professionally. Social awareness is a skill that helps us to see how we are affecting others. Often, we can get too tied up with ourselves and we fail to notice how another person is feeling. Someone who “gets” the social cues, for example, can develop positive working relationships and motivate people. Relationship management can help us foster skills that help us maintain good working relationships with others. Learning how to handle conflict and communicate well are necessary skills to have a successful marriage, relationship, friendship, and work relationships. All of these skills are part of every chapter in this book, as the core of a successful career and a happy work life is emotional intelligence skills. Time Management Part of reaching goals also refers to our ability to manage our time. This is also part of emotional intelligence, specifically, self-management—the ability to understand what needs to be done and appropriately allot time to achieve our goals. Time management refers to how well we use the time we are given. In order to meet our goals, we must become proficient at managing time. Common tips include the following: • Learning how to prioritize. Develop the skills of making sure the most important things are done first (even if they are less fun). • Avoid multitasking. Focus on one task and finish it before moving on. • Don’t get distracted—for example, with e-mails, text messages, or other communications—while working. Set time aside to check these things. • Make to-do lists. These lists can be daily, weekly, or monthly. Organizing in this way will help you keep track of tasks and deadlines. However, note that a study by the Wall Street Journal suggested 30 percent of people spend more time managing their to-do list than actually doing the work on Saylor URL: http://www.saylor.org/books Saylor.org 49 [6] them. To-do lists can help manage time but should not be a hindrance to actually getting things done! • Don’t overwork yourself. Schedule time for breaks and spend time doing things you enjoy. • Be organized. Make sure your workspace, computer, and home are organized so you can find things easier. Much time is wasted looking for a file on a computer or a specific item you misplaced. • Understand your work style, a self-awareness skill. Some people work better in the morning, while others work better at night. Schedule important tasks for times when you are at your peak. • Don’t say yes to everything. Everyone has a limit, and being able to say no is an important part of managing time. • Find ways to improve concentration. Learning how to meditate for twenty minutes a day or exercising, for example, can help focus your energy. Effective time management can help us manage stress better but also ensures we can have time to relax, too! Making time management a priority can assist us in meeting our goals. Another important part of career success and personal success is the ability to deal with change, another aspect to emotional intelligence. Dealing with Change As we discussed, the ability to set goals is part of emotional intelligence. Perhaps equally as important, being flexible with our goals and understanding that things will change—which can affect the direction of our goals—is part of being emotionally intelligent. Dealing with change can be difficult. Since most businesses are always in a state of flux, for career success, it is important we learn how to handle change effectively. But first, why do people tend to resist change? There are many reasons why: 1. People are afraid the change will affect the value of their skills. For example, if people are afraid of new technology, this could be because they are nervous their skills on the old technology will no longer be useful to the company. To combat this concern, use a can-do attitude about these kinds of changes. Be the first to sign up for training, since we know technological change is a constant. 2. People are concerned about financial loss. Many people worry about how the change will affect them from a financial perspective. Will it result in lost hours, lost income? If a change is introduced Saylor URL: http://www.saylor.org/books Saylor.org 50 and you aren’t sure how it will affect these things—and it is not effectively communicated—the best course of action is to talk with your supervisor to clarify how exactly this change will affect you. 3. Status quo is easier. People get comfortable. Because of this comfort level, change and the unknown seem scary. Try to always look for new ways to enhance and improve the workplace. For example, revisiting and improving the process for scheduling can help us from becoming stagnant. 4. Group norms exist. Sometimes team members are happy to change, but the company does not have a culture that embraces change. Listening to people’s ideas and reacting positively to them can help create a climate of change. Avoiding defensiveness and “going along with the crowd” can help combat this reason for not embracing change. 5. Leadership is required. The leadership in our organizations may not provide all of the information we need, or we may no...
Purchase answer to see full attachment
User generated content is uploaded by users for the purposes of learning and should be used following Studypool's honor code & terms of service.

Explanation & Answer

View attached explanation and answer. Let me know if you have any questions.

Running head: INTERNATIONAL CUSTOMS REPORT

International Customs Report
Student Name
Institutional Affiliation

1

INTERNATIONAL CUSTOMS REPORT

2

International Customs Report
Etiquette entails the way of doing things in consideration of one’s environment. With the
increase in globalization, interactions with diverse people and cultures continue to present more
challenges. However, understanding human interaction is essential in ensuring success. People
need to depend on others to excel. Human relations involve etiquette, which is vital in different
environments and conflict management and efficient communication. The following essay
analyses the differences in dressing, dining and holding meetings in China, Germany and The
Middle East.
Dining
The Middle East has several dietary restrictions that prohibit them from eating pork, fish
and fowl. However, both Germany and China have no such restrictions. It is al...


Anonymous
Really useful study material!

Studypool
4.7
Indeed
4.5
Sitejabber
4.4

Similar Content

Related Tags