discussion week 3
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Human Relations in Business
Week 3 Discussion
Learning Objectives
Understand the stress cycle
Recognize the sources of stress for employees
Recognize the outcomes of stress
Understand how to manage stress in organizational contexts
Understand the role emotions play in attitudes and behaviors at work
Learn about emotional labor and how to manage it
Understand how emotions can affect perceptions of what is ethical
Understand cross-cultural differences in stressors
Chapter 7 Managing Stress and Emotions
© 2010 Jupiterimages Corporation
The Stress Process
Stress is the body’s
reaction to a change that
requires a physical,
mental, or emotional
adjustment or response.
According to Gallup’s
findings, 80% of
Americans feel workplace
stress at least some of the
time.
Alarm Resistance Exhaustion
Res
ista
nce
to
Str
ess
In Selye’s General Adaptation
Syndrome (GAS) model, stress
affects an individual in three steps:
alarm, resistance and exhaustion.
The Stress Process
AlarmWhen an
outside
stressor jolts
the individual,
insisting that
something
must be done.
ResistanceWhen the body
begins to release
cortisol and draws
on fats and sugar
to find a way to
adjust to the
demands of stress.
ExhaustionWhen the body
has depleted its
stores of sugars
and fats, and the
prolonged release
of cortisol has
caused the
stressor to
significantly
weaken the
individual.
Workplace Stressors
Role Ambiguity
• Vagueness in relation to job responsibilities
Role Conflict
• Facing contradictory demands at work
Role Overload
• Having insufficient time and resources to complete one’s job
Role Demands
Workplace Stressors
Information
Overload – The
information
processing demands
on an individual’s
time to perform
interactions and
internal calculations
exceed the supply or
capacity of time
available for such
processing.
Top 10 Stressful Jobs
1. Inner City High School
Teacher
2. Police Officer
3. Miner
4. Air Traffic Controller
5. Medical Intern
6. Stockbroker
7. Journalist
8. Customer Service /
Complaint Worker
9. Secretary
10.Waiter
How Stressed are You?
Life Event Points Life Event Points
Death of spouse 100 Foreclosure of mortgage or loan 30
Divorce 73 Change in responsibilities at work 29
Martial separation 65 Son or daughter leaving home 29
Jail term 63 Trouble with in-laws 29
Death of close family
member
63 Outstanding personal achievement 28
Personal injury or illness 53 Begin or end school 26
Marriage 50 Change in living
location/condition
25
Fired or laid off at work 47 Trouble with supervisor 23
Marital reconciliation 45 Change in work hours or
conditions
20
Retirement 45 Change in schools 20
Pregnancy 40 Change in social activities 18
Change in financial state 38 Change in eating habits 15
Death of close friend 37 Vacation 13
Change to different line of
work
36 Minor violations of the law 11
Part of the Holmes-Rache Scale:
Points
Chance
of
Stress
related
illness
<150 30%
150 -
299 50%
300+ 80%
Outcomes of Stress
Physiological
• Nervousness
• Tension
• Headaches
• Anger
• Irritability
• Fatigue
Psychological
• Depression
• Anxiety
Work Outcomes
Low High
Stress
Lo
wH
igh
Individuals who are able to find the right
balance of not too much work challenge
which spills into exhaustion and not too little
work challenge which can signal apathy see
increases in performance.
Individual Differences in Experienced Stress
Type A
• High levels of speed/impatience, job involvement, and hard-driving
Type B
• Tend to be calm, and tend to think through situations as opposed to reacting emotionally
Individual Approaches to Managing Stress
The Corporate
AthleteFlow Diet
Exercise Sleep
Create a Social
Support Network
Time Management
Flow
A key to flow is engaging at work, yet research shows that most
managers do not feel engaged in purposeful work.
High Focus
20% of
managers are
disengaged at
work
10% of
managers
engage in
purposeful
work
Low Focus
30% of
managers are
procrastinators
40% of
managers are
distracted at
work
Low Energy High Energy
Designing Work That Flows
Challenge Meaningfulness
Competence Choice
Diet
Eating healthy
foods such as
fresh fruits and
vegetables is a
key to stress
management.
© 2010 Jupiterimages Corporation
Time Management
Time management is defined as the development of tools or
techniques that help make us more productive when we work.
There are online utilities to help us accomplish this. This is an
example of output from a RescueTime user
(www.rescuetime.com), which is free to use.
Sou
rce:
U
sed
by p
erm
issi
on
fro
m R
escu
eTim
e.
Organizational Approaches to Managing Stress
Make Expectations Clear
Give Employees Autonomy
Create Fair Work Environments
Telecommuting
Employee Sabbaticals
Employee Assistance Programs
Organizational Approaches to Managing Stress
Telecommuting helps employees avoid traffic jams like this one.
© 2010 Jupiterimages Corporation
• Whose responsibility do you think it is to deal with
employee stress – the employee or the
organization? Why?
Discussion
Emotions
• Joy
• Love
• Surprise
Positive Emotions
• Anger
• Fear
• Sadness
Negative Emotions
Desired Event
Undesired
Event
Emotional Contagion
Customer argues
with you
You argue back
Customer leaves in a
huff
Frustration carries to
next customer
Emotions Affect Attitudes and Behavior at Work
Fear
Joy
SurpriseLove
Sadness
Anger
Affective Events Theory
(AET) explores how
events on the job cause
different kinds of people
to feel different
emotions.
Affect driven behavior
occurs when emotions
trigger you to respond
in a certain way
Burnout is ongoing
emotional state
resulting from
dissatisfaction
Emotional Labor
Genuine Acting
Displaying emotions that are aligned with emotions that are actually felt.
Deep Acting
Pretending to experience emotions.
Surface Acting
Displaying physical signs, such as smiles, that reflect emotions (without actually feeling the emotions).
Emotional LaborEmployee Personality
Genuine Acting
Deep Acting
Surface Acting
When it comes to acting,
the closer to the middle of
the circle that your actions
are, the less emotional
labor your job demands.
The further away, the more
emotional labor the job
demands.
Emotional Intelligence
Self-awareness
Self-management
Social-awareness
Relationship
Management
The four steps
of emotional
intelligence build
upon one
another.
Emotions And Ethics
Scenario 1
A trolley is racing
down a track,
about to kill five
people. You have
the ability to steer
the trolley onto
another track,
where it will only
kill 1 person.
Scenario 2
A trolley is racing
down a track,
about to kill five
people. You can
push a large man
onto the tracks,
which will save
the other five.
Joshua Green’s Experiment:
Most felt this was OK – the lesser
of two evils.
Most felt the sacrifice was
emotionally wrong.
Lack of Leisure Time and Stress around the Globe• 40% of Americans do not plan to take a vacation within the
next year.
• Americans have 16.5 hours of leisure time per week after their work and household obligations are fulfilled.
• Some Japanese employees work an average of 236 hours more per year than their American counterparts and 500 more than employees in France or Germany.
• Many Europeans take the month of August off.
Learning Objectives
Understand the communication process
Compare and contrast different types of
communication
Compare and contrast different communication
channels
Understand and learn to overcome barriers to
effective communication
Understand the role listening plays in communication
Learn how ethics can play a role in how messages
are communicated as well as how they are perceived
Learn how verbal and non-verbal communication can
carry different meanings among cultures
© 2010 Jupiterimages Corporation
Chapter 8 Communication
Communication is Vital in Organizations
Communication is a process by which information is exchanged between individuals through a common system of symbols, signs, or behavior
50-90% of a manager’s time is spent communicating
Success on complicated missions at NASA depends on strong communication
Source: http://en.wikipedia.org/wiki/Image:Orion_briefing_model.jpg
Three Main Functions of Communication
Transmission of Information
Coordination of Effort
Sharing Emotions and Feelings
The Process Model of Communication
The Receiver Decodes the Message Assigns meaning to the words
The Receiver is the person who receives the Message
The Medium of this encoded Message may be spoken words, written words, or signs
The Sender
Originates and Encodes the Message Translates the idea into words
Due to NOISE, the meaning which the Receiver assigns may not be the
meaning which the Sender intended
Noise is anything that interferes with or distorts the Message being transferred
Barriers to Effective Communication
FilteringSelective
Perception
Information Overload
Emotional Disconnects
Lack of Source Familiarity or
Credibility
Workplace Gossip & Grapevine
Semantics & Jargon
Gender Differences in
Communication
Differences in Meaning
Biased Language
Communication Realities
Managers can expect, on average, to do only three minutes of uninterrupted
work on any one task before being interrupted by an incoming email,
instant message, phone call, co-worker, or other
distraction
© 2010 Jupiterimages Corporation
Avoiding Biased Language
Avoid Consider Using
black attorney attorney
businessman businessperson
chairman chair or chairperson
cleaning lady cleaner or maintenance
worker
male nurse nurse
manpower staff or personnel
secretary assistant or associate
Consequences of Poor Listening
Lower Employee Productivity
Missed Sales
Dissatisfied Customers
Lowered Morale
Increased Turnover
The Receiver’s ability to listen effectively is equally vital to effective communication.
Listening takes practice, skill, and concentration.
Active Listening
Listen for message content
Listen for feelings
Respond to feelingsNote all cues
Paraphrase and restate
Communication FreezersCommunication stoppers:
criticizing, blaming, ordering, judging, or shaming
Things to avoid saying:
Telling the other person what to
do
Threatening with “or else”
implied
Making suggestions or telling the
other person what they ought to
do
Attempting to educate the other
person
Judging the other person
negatively
Giving insincere praise
Psychoanalyzing the other
person
Making light of the other
person’s problems by
generalizing
Asking excessive or
inappropriate questions
Making light of the problem
by kidding
Verbal Communication and the
Power of Storytelling
Stories can help clarify key values and help demonstrate
how things are done within an organization
Story frequency, strength, and tone are related to higher
organizational commitment
Crucial Conversations
Require more planning, reflection, and skill
e.g., Asking for a raise
e.g., Pitching an innovative proposal
Stakes are high - Opinions vary -Emotions run strong
Even More Ways to Improve Your
Listening Habits
Prepare and Be Receptive
Don’t Anticipate
Summarize What You’ve
Heard
Focus and Don’t Multitask
Empathize with the Sender’s Point of View
Seek Clarification By
Asking Questions
Establish Eye Contact
Focus on the Goal With an Open Mind
Pay Attention to What is Not
Said
Written Business CommunicationThe Printed Word
Memos
Proposals
Emails
Letters
Training manuals
Operating policies
National Commission on Writing Survey Outcomes
67% of salaried employees in large American companies state employees have some
writing responsibility
Half of responding companies reported that they take writing into consideration when hiring
professional employees
© 2010 Jupiterimages Corporation
Nonverbal Communication
It’s what you don’t say…
55% of in-person communication
comes from nonverbal cues
like facial expressions,
body stance and tone of voice
7% of a Receiver’s
comprehension of a Message is
based on the Sender’s actual
words
38% is based on paralanguage or
the tone, pace, and volume of speech
Factors of Nonverbal Communication
Space
Touch
Posture
Facial expression
Eye contact
Body language
Don’t Use That Tone With Me!
Changing your tone can dramatically change your meaning.
Placement of the emphasis What it might mean…
I did not tell John you were late. Someone else told John you were
late.
I did not tell John you were late. This did not happen.
I did not tell John you were late. I may have implied it.
I did not tell John you were late. But maybe I told Sharon and José.
I did not tell John you were late. I was talking about someone else.
I did not tell John you were late. I told him you still are late.
I did not tell John you were late. I told him you were attending
another meeting.
Interpersonal distances
Information Richness
Selecting the best communication media is an executive skill
Information Channel Information Richness
Face-to-face conversation
High
Videoconferencing High
Telephone conversation High
Emails Medium
Handheld devices Medium
Blogs Medium
Written letters and memos
Medium
Formal written documents
Low
Spreadsheets Low
Decisions: Verbal or Written Communications?
Verbal communications are a better way to convey
feelings
Written communications do a better job of conveying
facts
Guide for When to Use Written versus Verbal Communication
Use Written Communication
When:
Use Verbal Communication
When:
conveying facts conveying emotion and feelings
the message needs to become
part of a permanent file
the message does not need to be
permanent
there is little time urgency there is time urgency
you do not need immediate
feedbackyou need feedback
the ideas are complicatedthe ideas are simple or can be
made simple with explanations
Email and Emotions
Emotionally-laden messages require more thought in the choice of channel
and how they are communicated
Email communication can convey facts quickly yet it is not a recommended choice
for sending emotional information
Communication flows in many different directions within an organization
Frequent communication is related to better job performance ratings and organizational performance
Who managers spend time communicating with
at work Subordinates46%
External Others23%
Internal Others17%
Superiors14%
Forms of External Communication
Press Releases
Advertisements
Web pagesCustomer
Letters
Catalogs
Manage Your Communication Wisely
Do you properly use
online communications?
Is your outgoing voicemail greeting professional?
Do you scrutinize your social networking website?
Have you Googledyourself lately?
Be aware of remarks that
FREEZE COMMUNICATON
Don’t criticize, blame, order,
judge or shame
Make a conscious effort to reduce comments that stop effective
communication
Learning Objectives
Understand the different types of conflict
Understand the causes of conflict
Understand the consequences of conflict
Understand how to manage conflict effectively
Understand the stages of the negotiation process
Understand how to avoid common negotiation mistakes
Engage in conflict management and negotiation ethically
Understand cross-cultural differences in conflict and negotiation
Chapter 10 Conflict and Negotiations
© 2010 Jupiterimages Corporation
ConflictIntrapersonal
Conflict within a person. It arises when a person is uncertain about what is expected
or wanted, or has a sense of
being inadequate to the task.
Interpersonal
Conflict between two people.
Intergroup
Conflict that takes place
among different groups, between
a union and management, or
between companies, such
as companies that supply the
same customer.
Is Conflict Always Bad?
Low HighConflict
Low
Hig
hP
erf
orm
ance
The inverted U relationship between performance and conflict.
Causes of Conflict
ConflictOrganizational
Structure
Limited Resources
Task Interdependence
Incompatible Goals
Personality Differences
Communication Problems
Outcomes of Conflict
Negative
• Increased stress and anxiety among individuals, which decreases productivity and creativity
• Feelings of being defeated and demeaned, which lowers individuals’ morale and may increase turnover
• A climate of mistrust, which hinders the teamwork and cooperation necessary to get work done
Positive
• Consideration of a broader range of ideas, resulting in a better, stronger idea
• Surfacing of assumptions that may be inaccurate
• Increased participation and creativity
• Clarification of individual views that build learning
Is Your Job at Risk for Workplace Violence?
Job Characteristic Example
Caring for others either
emotionally or physically
nursing home
Interacting with frustrated
customers
retail sales
Supervising others manager
Denying requests others
make of you
customer
service
Is Your Job at Risk for Workplace Violence?
Job Characteristic Example
Dealing with valuables or exchanging
money
banking
Handling weapons law
enforcement
Working with drugs, alcohol, or those
under the influence of them
bartending
Working nights or weekends gas station
attendants
Ways to Manage Conflict
Change the Structure
Change the Composition of the Team
Create a Common Opposing Force
Consider Majority Rule
Problem Solve
Conflict Handling Styles
Low High
Level of
Competitiveness
Low
Hig
h
Lev
el o
f C
oop
erati
on
Avoidance
Accommodation Collaboration
Competition
Compromise
Conflict Handling Styles
• “I don’t think there’s any problem. I feel fine about how things are.”Avoiding
• “If it’s important to you, I can go along with it.”Accommodating
• “Maybe we can both agree to give a little.”Compromise
• “This is what I want, and I am going to fight for it.”Competition
• “Let’s look at the bigger picture and find out how we can both get what we want.”Collaboration
Which Style is Best?
There is no single
“right way” to deal
with conflict.
Although many
people have a single
method they use
most frequently, the
best conflict handlers
will adapt their style
to the situation.
© 2
01
0 Ju
piterim
ages C
orp
oratio
n Body language can
unintentionally fuel a conflict.
• Do you deal with conflict differently with friends and
family than you do at work? If so, why do you think
that is?
• Describe a situation in which not having enough
conflict can be a problem.
Discussion
The Five Phases of Negotiation
Closure
Bargaining
Presentation
Determine your BATNA
Investigation
The Five Phases of Negotiation
All phases of the negotiation process are important. The presentation is
the one that normally receives the most attention but the work done
before that point is equally important.
© 2010 Jupiterimages Corporation
Determining your BATNA
B est
A lternative
T o a
N egotiated
A greement
“If you don’t know where
you’re going, you will probably
end up somewhere else.”
- Lawrence J. Peter
Negotiation Strategies
Distributive Approach
• The traditional fixed-pie approach in which negotiators see the situation as a pie that they have to divide between them.
Integrative Approach
• An approach to negotiation in which both parties look for ways to integrate their goals under a large umbrella.
Avoiding Common Mistakes in Negotiations
Failing to negotiate/accepting
the first offer
Letting your ego get in the way
Having unrealistic expectations
Getting overly emotional
Letting past negative
outcomes affect the present ones
Tips for Negotiation Success
Focus on agreement first
Be patient
Whose reality?
Deadlines
Be comfortable with silence
When All Else Fails: Third Party Negotiations
Mediation
Other Resolution Methods
ArbitrationThird party
negotiations
are intended to
help avoid a
formal trial or
hearing.
When All Else Fails: Third Party Negotiations
Mediation
• An outside third party (the mediator) enters the situation with the goal of assisting the parties to reach an agreement.
Arbitration
• A process that involves bringing in a third party, the arbitrator, who has the authority to act as a judge and make a binding decision to which both parties must adhere.
Arbitration-Mediation
• An arbitrator makes a decision and places it in a sealed envelope. Both parties then work through mediation. If they cannot reach an agreement, the arbitrator’s decision becomes binding.
When All Else Fails: Third Party Negotiations
As a last resort, judges resolve conflicts. The Supreme Court of the USA is
the highest court in America and consists of nine justices: Chief Justice
Roberts (bottom center) and the 8 associate justices (left to right) Alito,
Kennedy, Scalia, Thomas, Sotomayor, Stevens, Ginsburg, and Breyer.
You Know It’s Time for a Mediator When…
The parties are unable to find a solution themselves
Personal differences
are standing in the way of a successful
solution
The parties have stopped talking with one another
Obtaining a quick
resolution is important
Ethics and Negotiations
Be honest
Keep your promises
Follow the Platinum Rule. Most people know the Golden Rule…the Platinum Rule
takes it one step further by, “Treating others the way they want to be treated.”
Negotiations Around the Globe
Low Threshold (prefer
harmony)
Higher Threshold
(conflict is acceptable)
Japan America
Korea Germany
Countries have different thresholds for conflict.