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Human Relations Strategies For Success 4th Edition Lowell H Lamberton, Leslie Minor Evans - Solutions
What are the four steps in giving the customer bad news? Explain each step.
Explain the importance of forming a bond with the customer. How does one go about establishing such a bond?
What are the “two simplest principles” of customer service? What importance does listening play in the use of those principles? Have you ever seen them violated?
Why is an understanding of the “nice” customer of great importance in improving customer service? Have you ever known or been someone like this “nice” customer, who is unhappy but only leaves and never returns rather than voicing concerns to the business?
Define the term “internal customer.” Why is the concept of internal customer service important to an overall understanding of customer service?
Explain what it means to say that customers really want feelings and solutions, rather than products and services. When you are a customer, what does that mean to you?
What kinds of specific items would a longterm calendar for Rick need to include?
Sketch out a rough time management plan for Rick, one that includes a 20-hours- perweek job and 12 credits of coursework, along with some personal time and study sessions.
Do you think Rick will ever “get it together”?What are the real causes of his frustration?Why isn’t Arturo having the same kinds of problems?
Does Bonnie seem stressed? If so, from what sources (major life changes, daily hassles, chronic stressors, internal stress, or external stress)? If not, why?
Thinking of the personality behaviors discussed in this chapter, what characteristics would lead you to categorize Bonnie and James as either type A, type B, or hardy?
Is James correct—will he more likely make it to upper management, or will Bonnie?Why?
Self-Assess and Evaluate How much money are you likely to make in your dream job?Go to www.salary.com or link through the course Web site at www.mhhe.com/lamberton4e and find out. Select a job title, and enter a state to find out what typical salaries are for the job you selected. Compare salaries
Self-Assess and Apply There are many available Internet resources to help you learn about and deal with stress. Go to the Web site from LearnThat.com related to stress at www.Learnthat.com/courses/lifestyle/stress/index.shtml, or you can use the link from www.mhhe.com/lamberton4e. Read through the
Read and Write Enter the home page for the American Institute of Stress at www.stress.org/. Link (at the bottom of the page) to “Mementos—Reminiscences of Hans Selye, and the Birth of Stress” and read through the history of this topic of research. You can also use the link from
Some people say that since everyone is going to die anyway, it would be better to enjoy life without worrying about diet, exercise, and other behaviors that may prolong life while reducing the enjoyment of life. Why do you think these people feel this way? What do you think?
A life without stress seems like a pleasant and desirable goal. Do you agree with Selye that stress is necessary in order to motivate you and keep you alive? Why or why not? What do you think would happen if you didn’t have any stress in your life?
Suppose you are driving to work one day on your usual route past the City Zoo, when a giant grizzly bear escapes, runs out of the entrance, growling and roaring, and heads straight for your car.Describe the physical and chemical changes that you would experience, according to the general adaptation
What is the difference between meditation and biofeedback? How can each be used to reduce stress? What other specific suggestions for coping with stress can you incorporate into your own life?
According to Ellis, what is catastrophizing? Do you ever find yourself catastrophizing? In what situations? How can you minimize it?
Do you hold any of the irrational beliefs described by Ellis? How do they affect your perception of events?
Are there any chronic stressors in your own life, or the life of someone you know? Describe the stressor, and possible coping strategies.
Suppose that you were really looking forward to going to work one day, but when you left for work you realized your tire was flat. Your stress level increased. Discuss how this situation leads to internal and/or external sources of stress.
How are major life changes different from daily hassles? How can a major life change lead to daily hassles? Discuss examples of these in your own life.?
What is meant by stress and stressors? Identify two sources of eustress, and two sources of distress, in your own life.
If Hans should come up with another situation like this one, what would you do if you were Norma? If you were Mr. Carlson?
Is the solution a win-win? Explain.
What are the sources of conflict in this case?
What would you do if you were José? What will happen if Barry chooses to do nothing? Can José and his fellow salespeople do anything to effect a change? If so, what?
Is Barry, the sales manager, the right person to be the conflict manager in this situation?Why or why not?
What are the sources of the conflict in this case? Explain.
Summarize and Report What are the best companies to work for? We don’t usually know how companies handle conflict from within, but other factors can make companies more or less attractive to employees. Think about what is important to you in looking for employment. What makes a company best? What
Read and Write Visit Susan Kramer’s Web site on spiritual growth and harmony with others at www.susankramer.com/DifficultPeople.html#3 or enter www.mhhe.com/lamberton4e. This is an article with four sections. Read all four sections; then write a brief essay showing what you learned from this
Read and Write Go to www.managementhelp.org/intrpsn/conflict.htm, or go to the link at www.mhhe.com/lamberton4e to read “Addressing Interpersonal Conflict.” Think about an interpersonal conflict you have recently experienced. Write a brief paragraph to answer these questions:a. How could the
Have you ever tried to work or study with a difficult person, such as a whiner or envious person? How did you relate to that individual, if at all? Have you ever confronted an envious person? If so, what happened?
Try to remember a conflict you have had with someone recently.What were the sources of the conflict? Was the conflict ever resolved? If so, how? Would you resolve it differently if you could replay the event?
How can a manager or employee tell if he or she is dealing with a passive person? What is the best way to deal with a passive, silent person who is determined not to communicate?
What should you do when a person who constantly complains confronts you? Why should you avoid being indifferent or ignoring the person? How would reality checks and being a team leader help?
What is negotiation-of-selves conflict, and why is this source of conflict probably the most important in the workplace?
You are trying to negotiate a workplace conflict through to a winwin solution. What steps would you follow? What pitfalls would you need to avoid?
Is conflict always negative? If so, what are some effective ways of preventing destructive conflict in the workplace?
Explain the Thomas–Kilman Conflict Model. What does this model show as the best method of conflict resolution?
What are the four major sources of conflict within organizations?Explain each one, using an example.
What are the major causes of conflict in the workplace?
Do you see a link between Carlos’s creativity slump and his self-esteem? Explain.
Suppose you are Susan. What kinds of information would you bring to a meeting on creativity?
Who’s right about the definition of creativity: Carlos, Debi, or Susan? Is there more than one right answer to this question?
Explain how Garth and Lynn could use first the nominal group method, and then brainstorming, to come up with ideas for marketing the widgets. Which would work better in this case? Why?
How should Garth and Lynn use the talents of their 51 employees in solving this problem?
Imagine you are Garth or Lynn, and come up with 20 new possible uses for these widgets.
Research and Report Do you know about the hidden job market? Find out how you can apply for jobs that are not advertised through the usual means, by visiting Job Star through the course Web site at www.mhhe.com/lamberton4e or by going directly to http://jobstar.org/. Summarize what you discovered
Read and Evaluate Go to the Innovation Tools online page linked through the course Web page at www.mhhe.com/lamberton4e or directly accessible at www.innovationtools.com for a site that offers a large number of articles on innovation and creativity—some recent, some archived from the past. Choose
Creativity Games Go to the Hipbone Games page at http://home.earthlink.net/~hipbone/ and linked through the course Web page at www.mhhe.com/lamberton4e. You will be given 10 choices as to “where you can go from here.” Search until you find a game that in your opinion will stimulate your own
Which would you rather be considered?a. sensibleb. resourceful
Do you worry about getting behind in your work?a. yesb. no
Do you enjoy remembering trivia?a. yesb. no
Do you like to daydream at work, as well as at home?a. yesb. no
Are you basically happy?a. yesb. no
Do you like to engage in activities in which you might influence others?a. yesb. no
Do you sometimes worry about the success of your efforts?a. yesb. no
Do you often spend more time on puzzles, riddles, or trick questions than the average person?a. yesb. no
Do you get ideas just before you fall asleep?a. frequentlyb. seldom, if at all
Planning your activity for the day:a. appeals to youb. cramps your style
Which type of talent do you think has greater worth to society, creativity or academic intelligence? Why? Do you think one of these is more important than the other?
Do you think creative geniuses are more likely born or made? Do you think you could become more creative if you were to work at it?
Which better promotes creativity: positive reinforcement or intrinsic motivation? Explain.
How does the phrase playing the violin relate to an increase in creativity? What skill or talent would you like to explore? How would a new skill increase your creativity?
How many right answers are there to any one problem? What is meant by the second right answer? How many right answers should you look for in solving a problem before deciding on a solution to implement?
Explain the difference between brainstorming and the nominal group method. How can both help produce more creative group results?
What does it mean to be in the open mode? What does this feel like? How can the open mode allow for greater creativity?
Why do workplaces so often lack creativity? What steps can managers take to increase the quality and quantity of their employees’creative output?
Explain the differences among the four steps of the creative process described by Wallas, using examples from your own experience of a problem you have solved.
Is creativity the same as intelligence? How are they related? In what ways are they different?
There are some obvious disadvantages to the company in keeping Juanita at work at this time. What are some advantages of having her remain on the job during her healing process?
Explain the grief counselor’s statement, “It sounds like everybody at Javca needs this, not just Juanita.”
How could an understanding of the seven steps of personal change help everyone at Javca?
Briefly evaluate the client council conference as a device for change suggestions from major clients. Would such an approach work in other types of organizations?
Assume for a moment that fear is at least a major issue here. What can Carole and Eldon do, as marketing specialists, to attack the fear that seems to be delaying progress to a danger point?
Do you agree that fear is likely the main issue here? If not, what other factors might be involved?
Self-Assess and Apply Go through the steps in the “Job Search 101 Tutorial” published on the Web by Quintessential Careers. Link to their Web page through www.mhhe.com/lamberton4e or go directly to www.quintcareers.com/job_search/plan.html. The steps in this tutorial provide advice in helping
Personal Life Changes Go to www.eoslifework.co.uk/transmgt1.htm or link to the article through the Web site at www.mhhe.com/lamberton4e.You will access the Eos Life-Work Centre. Choose one of the seven categories and click on the one that interests you most. If you can’t decide, try “Personal
Read and Write Find out about Kurt Lewin’s change model. The Web site address can be found through www.mhhe.com/lamberton4e. Write a brief paragraph to answer each of these questions:a. Do you feel that this theory is outdated; if so, how?b. How does this theory still work in today’s business
The computer I have in my office can be monitored by my bosses’offices without my knowledge.a b c d e
Advanced computer and other electronic office technology is continually being introduced into my division, necessitating constant learning on my part.a b c d e
My company is a defendant in an antitrust suit, and if the case comes to trial, I will probably have to testify about some decisions that were made a few years ago.a b c d e
My company has recently created an assessment center where I and all other managers will be required to go through an extensive battery of psychological tests to assess our potential.a b c d e
Although I have many ideas about how to make things work better, I have no direct influence on either the business policies or the personnel policies that govern my division.a b c d e
Although there are several possible promotions I can see ahead of me, I think I have no realistic chance of getting to the top levels of the company.a b c d e
Although there are several possible promotions I can see ahead of me, I have no real career path in an objective sense.a b c d e
During the period of my employment here, either the entire company or the division I worked in has been reorganized every year or so.a b c d e
I will probably get a promotion in about a year to a job in another division that has most of these same characteristics.a b c d e
My department is so interdependent with several other departments in the company that all distinctions about which departments are responsible for which task are quite arbitrary.a b c d e
I am out of town overnight at least one night per week.a b c d e
My job requires that I absorb 100–200 pages per week of technical materials.a b c d e
The college degree I earned in preparation for this type of work is now obsolete, and I should probably go back and get another degree.a b c d e
When I need to have a meeting of the people who report to me, it takes my secretary most of a day to find a time when we are all available. Even then, I have yet to hold a meeting when everyone is present for the entire time.a b c d e
On average, about a third of my time is spent dealing with unexpected emergencies that force all scheduled work to be postponed.a b c d e
I report to three different bosses for different aspects of my job, and each has an equal say in my performance appraisal.a b c d e
There is no objective way to measure my effectiveness.a b c d e
Because we have very effective equal employment opportunity in my company and because it is thoroughly multinational, my job consistently brings me into close working contact at a professional level with people of both sexes and of many races, ethnic groups, and nationalities.a b c d e
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