Human Relations Strategies For Success 4th Edition Lowell H Lamberton, Leslie Minor Evans - Solutions

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What kinds of fears is Tita facing? How might she get rid of these fears?
If you were Tita, what kinds of short-term goals and long-term goals would be reasonable to set? Is there any way that Gloria could help in the goal setting?
What kinds of skills are important in the job that Tita is doing now? Does her current job seem to match her skills? If not, how did she end up choosing this field? What kinds of jobs might she be better at?
How could Rosa have prevented this fear, or ended it earlier?
What role did fear play in slowing down Rosa’s understanding of the new system?What probably would have happened if she had never overcome these fears?
What was the real source of Rosa’s fears?
Finding a Job: Assess and Apply What type of jobs are you looking for? Visit some major Web sites devoted to job seekers, such as those listed above (Monster.Com www.monster.com, CareerBuilder.Com at www.careerbuilder.com, Richard Bolles’s Web site at www.suggestica.com/richardbolles, or try
Interviewing: Assess and Apply Visit the Monster.Com Web pages on interviewing for a job(go to http://interview.monster.com/ ). There you can use a selfassessment tool to practice a virtual job interview, or read articles giving tips on interviewing. The CareerBuilder.Com Web site also has job
Write a RésuméVisit career-related Web sites and link to the sections on building your own résumé. Helpful Web sites include “How to Write a Résumé” (www.how-to-write-a-resume.org/ ), CareerBuilder.com(www.careerbuilder.com ), or Richard Bolles’s Web site (
What is meant by finding your niche? What is one suggestion to help you in doing this? What are you doing in order to find your niche?
What is included in the idea of self-discipline? What are some examples of everyday behaviors that require self-discipline that you are currently engaging in? Can you succeed without these?
Describe how you would prepare for a job interview, and how you will present yourself during an interview.
Describe important points to remember in formatting your application materials: résumé, cover letter, portfolio, and follow-up and thank-you letters.
What is positive psychology? How is it different from regular psychology—that is, what does it emphasize?
What does it mean to find your niche? Describe three families of skills found in jobs, according to Bolles.
How does a fear of failure differ from a fear of success? Think of an example for each.
What is meant by the impostor phenomenon? What is one way to eliminate fears such as this?
What is the difference between short-term goals and long-term goals? What are some short- and long-term goals you have set?
Why is the work-family issue considered so important today? What are some ways employers are dealing with this issue?
What could and what should the company do to see that Amir, Janelle, and the other employees are all treated fairly and responsibly?
What are Amir’s responsibilities here? What should he do?
What is going on with Janelle? Do you agree with Amir that she is probably having personal family problems? Could anything else be going on here?
Has a situation like this ever happened to you? What did you do at the time? What would you do differently if it happened to you again?
Who has a greater time-management problem: Sanjay, or the two other employees who report to him? What would you suggest Sanjay do to improve the situation and increase productivity? What should Robyn and Phil do differently?
Explain the type of time-use issue that has become problematic in this case. How could this situation, if left to continue, lead to even more interference with workplace productivity in the future?
Self-Assess and Apply The health-care field is now one of the fastest-growing employment fields. As the population ages in the United States and many other parts of the world, health-care workers are even more in demand.Many health-care workers will also be needed to work with those who have
Read and Summarize Enter the phrase “drugs don’t work here” or “drug-free workplace”into your search engine. Visit at least three organizations that you retrieve in your search. Briefly summarize what each organization has done to reduce drug use in the workplace. What ideas could be put
Read and Summarize Have you ever found yourself in a position of wanting to help others in your workplace, only to find yourself taking on the work problems they cannot solve or are too busy to complete? If so, you are—in the words of business experts William Oncken, Jr., and Donald L.
The public has a right to expect workplaces to be safe and free from drugs. At the same time, individuals have a right to privacy.What’s your view on how far employers should be able to go in drug testing of employees? What would you do if you suspected a coworker had a substance abuse problem?
How far should employers go in order to accommodate employees with personal problems, in the case when laws require protection for these employees (e.g., with substance abuse or mental health issues)? Most accommodations are cheap—certainly cheaper than hiring and training a new employee. Simple
Nearly every strategy for success in human relations that we’ve discussed in this textbook can be tied in with time management.Thinking about any of the topics to date (e.g., working in teams, leadership, and so on), select three, and explain how more effective use of time would result in more
What are some warning signs that family violence may be occurring among employees? Why is family violence a problem in the workplace?
What is meant by compulsive gambling? What is the relationship between gambling and other problem behaviors, such as substance abuse? What main factor separates compulsive gamblers from casual or occasional gamblers?
Why is drug testing in the workplace controversial? What are the legal issues involved in drug testing? How can drug testing affect employee morale? What are the different ways companies can handle drug testing?
What are some physical signs of employee alcoholism? What are some behavioral or warning signs of employee alcoholism? What are some suggestions for statements that should be included in company policies to combat alcohol and drug abuse at work?
Do you procrastinate? Can you identify specific tasks or situations that seem to increase your procrastination? Describe steps you can take to reduce procrastination.
Briefly explain the importance of positive workplace morale, along with suggestions for improving it. What factors make an effective appraisal system? How are these two concepts related?
What is your definition of a productive workplace? What factors make a workplace productive? Why is productivity an important issue?
What do you think will happen in this situation if it plays out to its logical conclusion? What do you see as the long-term consequences in terms of the relationship between Josh and Denise?
Why does Denise feel the way she does about Josh’s behavior? Is this just a case of sour grapes on her part, or does she have a legitimate complaint? If she has a legitimate complaint, to whom should she voice it?
Do you think Josh is really doing anything wrong? Why or why not?
If you were Heinz, would you have stolen the drug? If not, why not? What would you have done instead?
If you were a police officer in the town, would you have arrested him for theft?
Was the husband’s behavior excusable under the circumstances?
Self-Assess and Reflect Visit the Web sites for the Government Accountability Project linked through the textbook Web site at www.mhhe.com/lamberton4e or go directly to their site at www.whistleblower.org. Take a look as well at the National Whistleblower Center’s Web site linked through the
Read and Summarize Visit the page for Corporate Social Responsibility at www.corporate-social-responsibility.com/ and linked through the textbook Web site at www.mhhe.com/lamberton4e. Find three current articles on social responsibility issues. Write a brief oneor two-paragraph summary of each.
Read and Write Find the Electronic Privacy Information Center at www.epic.org/crypto/ and linked through the textbook Web site at www.mhhe.com/lamberton4e. Read at least two recent articles on cryptology and take a position on its use in terms of the ethics of Web site privacy. Write a few
Ethical standards often are made into laws over time. In Oregon, children under age 16 must wear helmets when riding bicycles.Several years ago, this was only an ethical standard that some parents chose and others did not. Do you think that all ethical standards should have “teeth” in the way
There are times when people feel they must act unethically in the short term in order to benefit the greater good in the long term.Can you think of a time or a situation that you are familiar with in which this has happened? Is it ever acceptable to act unethically?
What is your attitude toward whistleblowing? Would you ever be a whistleblower if the situation merited such action? Why or why not?
How does the Internet create new ethical issues? Do you believe it is unethical for an employee to use the Internet on a company computer for personal use during company time? Is it unethical for the employer to monitor that usage? Explain.
What major ethical issues are likely to confront someone who is doing business in a foreign country? Give some specific examples.What are some strategies for becoming culturally aware of ethical conduct in foreign countries?
Explain the ethical problems involved in boss massaging. When is this practice a good idea? When is this practice a bad idea? Explain what may occur when employees are involved in boss massaging.
Define the term rationalizing. What role does rationalization play in making bad ethical decisions? Thinking back, have you ever rationalized a bad ethical decision? Explain.
Evaluate the Johnson & Johnson Company’s Code of Ethics in Figure 17.2. What is the key to its popular appeal?
What is a code of ethics? In your opinion, how effective are such codes?
Briefly define ethics. Give your own definition of ethics as the term applies to your own values. Do you think it is a good idea to base your decisions on what “feels” right? Are there any outside forces that influence your behavior?
Let’s say you have been called in as a mediator to settle this interdepartmental conflict.What steps will you take? What will these steps be based on?
If Elena did decide to fire Miranda in order to keep the peace within the department, what legal recourse would Miranda have, if any? Explain.
What type of prejudice is being illustrated here? What is it based on?
Let’s say the interviewer continued this line of personal questions, even after you said something. The interview ended, and you were not hired. Would you have taken further action? Explain.
Using the skills you have learned in previous chapters and the information you have learned in this chapter, what would you have said to this interviewer during the interview, in order to end these personal questions?
Thinking about the questions, if you were considering hiring someone and wanted to be sure that you were hiring a reliable employee, these are things you might want to know as well. So, why can’t you ask these questions? What is inherently wrong with wanting to know these things about a potential
Self-Assess and Apply For the ultimate adventure in experiencing diversity, consider working for an international aid agency such as the World Bank, USAID (United States Agency for International Development), the World Health Organization, Doctors Without Borders, the Peace Corps, or the Red Cross
Reflect and Relate Two of the most famous studies on prejudice involved students and have been captured on film. In one case, Jane Elliott created and then eliminated prejudice among her third grade pupils by making them think having blue eyes versus brown eyes was a sign of inferiority or
Read, Summarize, Relate Visit the Southern Poverty Law Center’s information Web site located through the course links at www.mhhe.com/lamberton4e or found directly at www.splcenter.org. Read and summarize any two of their news releases or informational links(e.g., teaching tolerance). Relate what
Compare and Contrast Visit the Web site for the international organization Business for Social Responsibility ( www.bsr.org ), which is also linked to www.mhhe.com/lamberton4e. Read the executive summary for its “Discrimination” section located at
Read, Summarize, Relate Go to the home page for MSNBC news at www.msnbc.msn.com/, also linked to www.mhhe.com/lamberton4e. Open the link to“U.S. News” and then open the link to “Race in America.” Read any two current articles presented in that section. Summarize them, while answering for
What themes around gender did you discover? Were there any surprises in what you found? Is the media’s portrayal of men and women accurate? How powerful are the media’s messages on gender?
How did you collect your data (at what times, how often, and so on)? What exactly did you observe (what programs and how many hours, or what magazine and how many issues)?
What were you looking at (advertisements, cartoons, other)?
What was your source (what type of medium)?
What characteristic do you think most people assign to members of this group?
What is most definitely not characteristic of them? (What would be surprising or unexpected to see?)
What is most characteristic of members of this group?
When you think about people in this ethnic group, what is the first thing that comes to mind?
People today talk a lot about “tolerance.” Is there a difference between tolerance and acceptance of differences, whether they are cultural, gender-related, religious, or other? Explain the differences.
Under what circumstances is it acceptable to treat co-workers or employees differently because of their differences? Should you be blind to differences between co-workers or employees, or recognize them openly?
What are some of the common myths about people with disabilities in the workplace? What is being done to protect employment for this group?
What is meant by the term self-fulfilling prophecy? Think of an example in your life or someone else’s where a self-fulfilling prophecy (either positive or negative) arose. Explain your personal example.
How is institutional racism or institutional sexism different from open racism or sexism?
Describe steps that can be taken in the workplace to reduce or prevent sexual harassment.
Discuss the negative effects of discrimination in the workplace, both on the individual and on the business organization. Have you seen any discriminatory acts occurring in your workplace?Explain.
Discuss some of the sources of prejudice. Within these sources, can you think of a particular prejudice that you have and how it arose?Explain your personal example.
What individuals and groups can you think of who are likely targets of prejudice and discrimination? Do you fit into any of these groups that are likely targets? Have you ever found yourself a target of prejudice or discrimination as a member of this group? Explain.
What are the three components of an attitude? Describe the three components of a prejudiced attitude.
Explain how this company could encourage complaints in the future to avoid such situations. What types of complaints and solutions would you anticipate management receiving in this company?
What should Dana do to resolve the situation on all fronts? What should Wei Ting do to keep the client happy and develop a better working relationship with Dana?
Does this situation have more to do with external customer relations, with internal customer relations, or both? Explain.
What should Carmine say to the other customers who ask questions such as “What happened over there, anyway?”
What should he do, and in what order?
What should Carmine say to Mrs. Raye?Why?
Self-Assess and Apply How is your job-hunting etiquette? Find out how you can get an edge over other job seekers, and get some “do” and “don’t” tips on job seeking from Quintessential Careers linked through the course Web site at www.mhhe.com/lamberton4e or visit them directly at
Read and Write Visit the Customer Service Zone & Help Center’s Web site through the course Web site at www.mhhe.com/lamberton4e or located internet exercises 425 directly at http://customerservicezone.com/Customer_Service_-_ Internal_Customers/. Read one of the articles posted on internal
Read and Write Visit Construction Equipment Distribution’s Web page at http://constructionequipmentdistribution.com/article-detail.cfm?id=10921420 and link to the article on customer service titled“Never Let Them Go” by Vicki Lenz. This article is also linked through www.mhhe.com/lamberton4e.
Identify and Solve Sometimes a “problem customer” is not a problem at all—instead, the problem can be traced to misunderstandings that can easily be solved. Visit Craig Harrison’s “From Worst to First: Winning Over Problematic Customers” at www.mhhe.com/lamberton4e.This page can also be
Have you ever been the victim of a company’s poor customer service policy, as either an external or internal customer? What specifically occurred? How did this treatment make you feel? What would you have changed in that situation if you had the power to do so?
Try to recall if you can identify a businessperson who was able to establish a bond with you or one of your family members. How was this accomplished?
What is meant by “going the extra mile”? Provide an example from your life of either serving customers or being a customer. How did your experience affect you? Was there ever a time when someone didn’t go the extra mile?
What are some steps one can take to build the customer’s selfesteem? Which step, in your opinion, is the most important?Explain.

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Human Relations Strategies For Success 4th Edition Lowell H Lamberton, Leslie Minor Evans - Solutions

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