CHAPTER 14 Working with Others

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CHAPTER 14

Working with Others©

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The workplace is different today from what it was even a decadeago. New technology, organizational structures, and procedureshave brought about some of the changes. However, one aspectremains the same—the way people interact. The personal quali-ties considered essential for work have not changed. They con-tinue to reflect respect for oneself and others.

In this chapter, you will consider yourself as an individual at workwho interacts with other workers. You will be introduced to per-sonal qualities critical for success in the workplace. You will learnabout the importance of working effectively with others.

Online Resources

The Office Web site:Data FilesVocabulary FlashcardsSort It Out, Conflicts at WorkChapter 14 Supplementary

ActivitySearch terms:business dress codebusiness etiquetteconfidentialityconflict resolutionemployment discriminationsexual harassmentwork ethic

Copyright 2010 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part.

To work is to interact with other people. Even those who work athome interact with others. The character of each person in a groupinfluences how effectively the group will work together. In fact, anemployee identified as having good character is one who has a deepcommitment to behaving appropriately.

Employers expect office workers to be reliable, productive, and cooper-ative. They also expect employees to learn new skills or knowledge thatare needed for success on the job. This chapter focuses on personalattitudes and behaviors that help workers be successful.

In the business world, people are expected to behave in ways that othersthink are honorable and fair. Even though employees may be acting onbehalf of a company, they have personal responsibility for their actions.They are expected to respect the rights of others. Employees shouldremember that they influence the nature and quality of their own workenvironment by their actions.

Your Personality at WorkEach individual is unique. The combination of traits that distinguishes oneperson from another is called personality. Your personal traits influencehow you think, what you say, and how you respond to demands in yourdaily life. What is remarkable about your personality is that, to a far greaterextent than many realize, you have control of who you are and what youbelieve. This means that you can make changes in your personality.

CharacterThe basic values and principles that are reflected in the way you live yourlife are referred to as character. Your parents, relatives, friends, or teachershave probably talked with you about issues such as character and ethics.This discussion, therefore, is not a new topic for you. You may want to usethis opportunity, though, to review or reconsider some basic conceptsrelated to character.

At the core of your character is what you believe about integrity. Honestyand trustworthiness are synonyms for integrity. Individuals with integrityare valuable at work because they can be trusted to use the resources of thecompany only for company purposes.

Topic 14-1: Personal Qualities at Work

Topic 14-1o b j e c t i v e s

PERSONAL QUALITIES AT WORK

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Describe aspects of per-sonality that are criticalfor effective performanceat work

Explain the attitudes thatcontribute to the successof organizations

Describe expectationsrelated to your appear-ance and manners atwork

personality: patterns andqualities of behavior andattitudes of an individual

character: reputation,values, or principles asshown by behavior

ethics: a system of moralstandards or values

integrity: honesty, sincer-ity, being of sound moralprinciple


reliable: dependable ortrustworthy

Think what would happen in a company if many people acted dishonestly.Such behavior could cause a company to fail in a short time. Fortunately,most employees are honest and would not steal funds that belong to theircompanies. In its annual report, one major U. S. company described theimportance of integrity as follows:

Highest Standards of Integrity: We are honest and ethical in all ourbusiness dealings, starting with how we treat each other. We keep ourpromises and admit our mistakes. Our personal conduct ensures that ourcompany’s name is always worthy of trust.

Another important part of character is reliability. Being reliable means thatyou will do what you agreed to do or what you can reasonably be expectedto do in your job. You will not ignore your duties or dismiss them as unim-portant. Company managers cannot constantly watch over employees to seethat they do assigned tasks. Companies depend on the reliability of theiremployees.

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WORKPLACE CONNECTIONS

Consider what might happen when a person lacks integrity. Anexecutive, Linda Wong, confessed to embezzling funds. Sheand a vendor agreed on a scheme to take money from thecompany. The vendor issued invoices that overbilled the com-pany. Linda processed the invoices as if they were legitimate.Then the vendor shared the money resulting from the over-billing with Linda. In a period of five years, the two had taken$6 million from the company. After the scheme was uncovered,Linda was sentenced to prison time.

Companies rely on employ-ees to stay on task, evenwhen unsupervised.

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Self-AcceptanceAt the core of your personality is your attitude toward yourself. Experts inthe field of mental health stress the value of accepting yourself. They haveshown that you cannot change your personality without self-acceptance,which requires a realistic and honest view of who you are. To help bringabout change in areas of your personality:

� Be honest with yourself. Do not deceive yourself about your behaviorand beliefs. Admit your weaknesses and acknowledge your strengths.

� Understand that you are a unique individual. You share many of thesame wants, needs, and fears of others. Remember that although othersmay not appear to have the problems you face, they usually have prob-lems of their own.

� Believe in your own worthiness, while respecting the uniqueness ofothers. Regardless of your failings, you are worthy. Every human beingis. Self-acceptance means that you are willing to accept your faults butstill have a feeling of confidence and a sense of security. For example,you are not shattered by constructive criticism.


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Walt and Ricardo work from midnight to 8 a.m. in a 24-hourphotocopying center. A supervisor rarely comes by to check on what they are doing. However, neither would ever think ofclosing the office for an hour and going off to an all-night diner.As Walt said: “I chose to work this late shift because I love thefreedom and independence I have. I would never take myresponsibilities lightly. I want my employer to know I can becounted on to complete my work without supervision.”


Kimberly admired a classmate, Susanne, who seemed carefreeyet earned the top grades in her classes. Kimberly was certainthat Susanne did not study but lived an easy life. One after-noon, Kimberly asked Susanne to join her in a game of tennisduring the weekend. Kimberly was stunned when Susanne saidto her: “I’d love to join you, but I spend most of my weekendstudying. Would you ask me again when school ends?” Anawareness of how others meet their obligations and how theymake choices can help you to understand how much individu-als are alike.


MaturityA person in our society is expected to behave in a mature way by the end ofadolescence. Of course, many young people show maturity earlier. A matureperson has the emotional and mental qualities that are considered normal toa socially adjusted adult. To be mature means that you see beyond the momentand understand the consequences of your choices. A mature person consid-ers the rights of others and makes decisions based on such understanding.

You are mature when you are willing to:

� Accept criticism or disappointment tactfully� Acknowledge that you do not know or understand something� Admit that you made a mistake� Learn from your mistakes� Face your weaknesses and determine how to overcome them� Be considerate of others� Demonstrate respect for differences of individuals� Be objective and honest in your relationships with others� Value the worth of every person and do not act superior to another

person


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A mature person can acceptcriticism or disappointmenttactfully.

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work ethic: a system ofvalues in which purpose-ful activity is of centralimportance

Attitudes that Support Quality PerformanceThe attitudes that support quality performance at work include a strongbelief in the work ethic, willingness to help in achieving company goals, anda desire to learn. You will want to develop these attitudes to increase yourchances for success on the job.

The Work EthicAs you have learned, high productivity and effective use of resources arecommon goals of businesses. Productivity depends in part on the workethic of employees. Work ethic is a general term that combines a deepbelief in the value of work in one’s life and a willingness to meet thedemands of work. Persons with a strong work ethic value both tangible andintangible rewards of work. Tangible rewards, such as pay and benefits, areimportant to most workers. Persons without a strong work ethic may notplace much value on intangible rewards, such as enjoyment of the work per-formed or pride in a job well done. Persons with a strong work ethic tend todefine job satisfaction differently from those without a strong work ethic.

Workers in the United States have long been credited with a strong workethic. A positive attitude toward work, willingness to work overtime, andlow error rates all reflect a strong work ethic. Companies looking for newlocations want to be assured that employees in the area are willing to workhard to meet company goals.

Participation and CooperationAt the heart of cooperativeness is the willingness to participate in whatneeds to be done to achieve a goal. You may have heard someone say, “Wewould have missed our deadline if everyone hadn’t chipped in and helped.”

Many companies develop job descriptions for each job in the company.Given the changing nature of business, however, workers often need to per-form tasks not included in their job descriptions. A positive attitude and awillingness to be helpful are critical at such a time.


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Sam is a manager in one of the finest jewelry stores in theUnited States. Managers are not salespersons. Yet, Sam islikely to be assisting customers through much of a very busyshopping day. Sam pays no attention to the typical end of hisworking day. He stays on the job through the closing time forthe store. He realizes that at a busy time, the most importanttask is assisting customers.


LearningWork procedures can change often. Some changes may be needed to adaptto new technology. Other changes may be needed to adapt to produce newproducts or offer new services. As companies change, managers cannot alwaysknow what new skills each employee needs to learn. Companies expectworkers to be independent learners. As an office worker, you are expected toshow a willingness to learn and to improve your understanding or your skillsthat relate to your job.

Strive to be aware of new technology and methods that relate to your field.Industry magazines and professional organizations are good sources ofinformation. Tell your employer about opportunities for training that willimprove your job performance. The company may be willing to pay the costof such training for you and other workers.

Impressions Influence OthersYour appearance affects how others think of you. People often form judg-ments on limited evidence such as a first impression. Appropriate dress andproper personal hygiene are important for making a good impression onothers. Annoying habits and speaking in a manner that is not appropriatecan create a poor impression.


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Your appearance shouldconvey responsibility andgood taste.

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DressIf you dress appropriately for work, others may be more likely to think thatyou are giving proper attention to your job duties. If your appearance issloppy, others may think that your work is also sloppy and that you are prob-ably not an efficient employee.


Annoying HabitsAnnoying habits, such as throwing back your head to get your hair out ofyour eyes or drumming your fingers on a desk, can create a poor impres-sion. These habits can have a negative effective on your interactions withcoworkers. Over time, some people develop facial expressions that do notexpress how they feel. For example, an individual may appear to be frown-ing when frowning has nothing to do with how the person feels. Certainfacial expressions seem to happen in an automatic fashion—they have becomehabits. Coworkers may think that you are unhappy or disagree with whatthey are saying or doing because of your expression.

Workers often must interact within a relatively small area. Many workersmay share an open space, with only limited partitions to define workspacesfor individuals. Conversations can be easily overheard in this type of officesetting. When you are speaking by telephone or with a coworker, adjust thevolume of your voice so that you speak to that person only. Do not speak soloudly that you disrupt or annoy others who are working near you.

Consider your behavior and identify what you believe might be annoying toothers. Ask a trusted friend or coworker to help you identify any habits youhave that others may find annoying. Make a decision to stop annoyingbehavior and follow through with your decision.

Dress considered appropriate for work varies somewhat from company tocompany. Some companies are specific about what they consider properdress for work. Others expect new employees to determine appropriate dress from noting how the majority of other workers dress. If you work in a company that does not state its dress code, dress attractively in a busi-nesslike manner. You want your appearance to show good taste and suggestthat you are a responsible employee.


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Kathy comes to work in messy jeans and running shoes. Shethinks she is a good employee and that how she dresses is notimportant as long as she does a good job. Gail comes to workin a business suit and pumps with a low heel. She, too, thinksshe is a good employee. Gail, however, thinks that how shedresses helps her project a professional image. What will a newexecutive meeting each of these two young women think aboutthe value of each one to the company? The executive is likely toquestion Kathy’s effectiveness in interacting with customers.


Basic Work MannersYou have been learning about manners since you were a child. You may recalla parent saying to you, “Do not eat while you are talking; keep your elbowsoff the table,” or “Shake hands with Mr. Norris, who has come for a visit.”What you know about good manners will be valuable when you interact withothers at work. Only a limited number of points will be discussed here.

IntroductionsIn a meeting or other business situation, you may introduce individualswhen you know both but they do not know each other. When you make anintroduction, address the person of higher rank or age first. Then addressthe person of lower rank or age. For example, when introducing a newadministrative assistant to the president of the company say: “Mrs. Carstairs,this is Miss Joy Pablo, our new office assistant. Miss Pablo, this is Mrs.Alma Carstairs, our company president.” If the two people are from differ-ent companies or organizations, mention the affiliation. Use titles, such asDoctor, Major, or Reverend, if known. For example, say: “Dr. Tomas, this is Mr. Cary House of Ace Medical Supplies. Mr. House, this is Dr. AndyTomas of Cumberland Area Hospital.” When introducing a man and awoman of about the same age and rank, address the woman first. Whenintroducing a customer to any member of your company, show courtesy for the customer by addressing the customer first.


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Introductions should be made in a courteous manner.

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In general, extending your hand to another person when being introduced isconsidered a gracious gesture. A handshake should be firm yet not so strongthat it causes pain. A limp handshake is often considered a sign that some-one does not want to interact with others.

Electronic EtiquetteRemote ways of interacting with people require the use of good mannersjust as face-to-face meetings do. Use of voice mail, cellular phones, faxmachines, and conference calls all offer opportunities to improve yourrelationship with others through the use of good manners.

Voice Mail

The manners that are considered appropriate when talking with someone inperson should be extended to leaving a message by voice mail. The callershould be courteous and remember to leave a complete message:

� Speak slowly.� Keep the message as brief as possible.� Include your complete name and telephone number.� Explain why a return call is essential, if that is the case.

Cellular Phones

Cellular phones allow workers to be “on the job” at all times. However, youshould not use your cell phone during musical programs, lectures, films, in acrowded restaurant, or in other areas where your conversation will disruptactivities or annoy others. If you are using a cell phone at a conference, forexample, you should move away from a place where others are talking. Donot discuss confidential business information when talking on your cellphone in a public area.


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Be careful not to disturbothers when talking ona cell phone.


Speakerphones

When using a speakerphone, you may be in an area where others can hearthe conversation. In this case, be sure the matter being discussed is not con-fidential. If you place the call, you should establish that the other persondoes not mind you using a speakerphone. When using a speakerphone, giveyour full attention to the caller. Do not attempt to do something else at thesame time, even though your hands are free.

Fax Machines

In many offices, several workers share the same fax machine. Readinganother person’s incoming messages is considered impolite. When you finda message for someone else at the fax machine, you should read only to thepoint of identifying the recipient.

Conference Calls

Sensitivity to everyone taking part in a conference call is critical for the callto proceed without problems. When you begin to speak, identify yourself.Do not interrupt someone who is speaking. If you must step away from thecall, do not put your line on hold if doing so will cause background music toplay on the line.

General Courtesies at WorkEmployees are expected to be aware of the responsibilities of their cowork-ers. Doing so means that you do not cause your coworkers to waste time.Conversations should generally be limited to matters of work during worktime. Wait for breaks or lunchtime for personal talk. Employees often facedeadlines. When seeking assistance from a coworker, first inquire if the timeis appropriate for an interruption.

Equipment is often shared with coworkers. Employees should not monopo-lize equipment to the point of keeping others from completing tasks. Forexample, suppose you and a coworker are both waiting to use the copier.You arrived first at the copier and have a large copying job to complete.Your coworker needs to make only two copies. Offer to let your coworkeruse the copier first so he or she does not waste time waiting for you to com-plete your job. Be alert to the needs of those around you.


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1. What are three characteristics or attitudes employers expect ofemployees?

2. What is personality? How can you change your personality?3. What is character?4. Explain the meaning of integrity and give examples of how integrity

relates to office workers.5. What characteristics indicate that a person is reliable?6. What are some basic attitudes important to self-acceptance?7. What does it mean for a person to have a strong work ethic?8. Why should an employee give attention to his or her appearance?9. Why should annoying habits at work be eliminated?

10. Describe some general courtesies at work that should be extended to others.

REVIEWING THE TOPIC

Topic Review

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You must take a realistic look at your personality before you can determineways to improve it. In this activity you will describe what you believereflects your personality.

1. Assume that you are now a full-time employee and are making anassessment of yourself for your own benefit. Consider each of thefactors listed below step 2.

2. For each of the factors listed below, key a brief description that pro-vides a realistic statement of how you see yourself relative to the factor.Are you satisfied with your personality in each of these areas? If not,what steps can you take to change or improve in this area?• Integrity• Maturity• Reliability• Work ethic• Self-acceptance• Willingness to learn• Willingness to participate in achieving goals

THINKING CRITICALLY

Topic Review 14-1


Topic Review 14-1 continued


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REINFORCING MATH SKILLS

Employees in a large department were rated on the factors shown in the fol-lowing table. The ratings were made on a scale from 1 to 5, with 5 beingthe best.

1. Compute the average score for each employee.2. Compute the average score for the total group for each area.3. Identify the areas where these employees as a group may need some

further training.

Work Partici- Willingness Appear-

Employee Ethic pation to Learn ance Manners

Abbot, Roy 2 1 3 1 2Abrams, Peter 4 4 5 2 2Bryant, Silvia 1 1 1 3 2Cooper, Rachel 5 4 4 4 5Cordero, Allen 2 2 2 1 1Dones, Carole 4 4 4 4 2Herbik, Sheri 4 3 2 5 5Kulpa, Rudy 5 5 4 5 5Merena, Sam 4 5 5 4 5Nang, Li 5 5 5 4 3Ramsey, Nilda 3 2 4 1 2

Topic 14-1 ACTIVITY 1

Business Dress Codes

Appropriate dress at work is important for making a good impression. Theterm business attire typically means a business suit or dress slacks and jacketfor men. For women, business attire typically means a business suit or dress.Some companies use the term business casual attire to describe appropriatedress for work. This term, however, is not as clearly defined. In this activity,you will research and write a report on this topic.

1. Use the Internet or other reference sources to find current articles thatdiscuss business casual dress. Read the articles and make notes aboutthe main points discussed. Record complete information for eachsource: author, title of article, magazine or periodical name, date ofpublication, and Web site address if the article is found online.

INTERNETRESEARCHWORD PROCESSING

COMPOSITION


Topic Review

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2. Compose a short report describing business casual dress. Give exam-ples of what is and what is not considered business casual dress.Include other information you may find from reading the articles. Forexample, when do companies allow business casual dress or when dothey require formal business attire? Discuss the effect that businesscasual dress has on issues such as employee morale or productivity.

3. Format the report in unbound report style and include a page to listreferences at the end of the report.


Tangible and Intangible Rewards of Work

Both tangible and intangible rewards of work will contribute to your jobsatisfaction. Which type of reward is most important to you? Identify andrank tangible and intangible rewards of work in this activity.

1. Create a list of ten or more tangible rewards of work, such as salary,stock options, company-paid life insurance, and so on.

2. Create a list of ten intangible rewards of work, such as a feeling ofpride in work done well, the enjoyment of socializing with coworkers,or a feeling that your work contributes to the well-being of others.

3. Think about a job or career that interests you. Place the name of thisjob or career at the top of your two lists. Rank the tangible and intan-gible rewards you have listed in order of their importance to you.

4. Key a paragraph that explains how the job or career you identified instep 3 will allow you to experience the tangible and intangible rewardsof work.

WORD PROCESSINGCOMPOSITION


Employees must be willing to work with others in a cooperative,business-like manner. Workers are often not able to choose those with whom they work. Employers expect office workers to showrespect for others, be willing to listen to others, and be committed to helping meet the goals of the company.

Interacting with SupervisorsFew people work totally alone or independently. Regardless of theposition you hold, you will be reporting to someone. Even key execu-tives report to a board of directors or to owners. In most companies,employees have someone who supervises and guides their work.

What You Can Expect from Your SupervisorWhat you can expect from your supervisor will depend in part on your jobposition. Office workers who are not in a management position often reportto someone in middle management. As you learned in Chapter 1, managersat this level direct the day-to-day activities of a company.

Effective managers want employees to be successful. Managers may explainto employees how various tasks relate to achieving the goals of the company.They may provide direction or set priorities of tasks or projects to be doneby workers. In some situations, they assign tasks or projects to certain work-ers. In other situations, tasks are clearly associated with particular jobs.Informing employees of deadlines and quality standards for work are othertasks of managers.

Managers have varying ways of carrying through their tasks. Some managershave staff meetings frequently. Other managers seldom hold meetings. Insteadthey send e-mail messages or memos to employees. Some managers plan care-fully schedules and projects and share the plans with all staff members. Othersmake decisions and communicate information on an as-needed basis.

Understanding your supervisor’s work style will be helpful to you in meetinghis or her expectations. The manager’s personality, the nature of the work inthe department, and the expectations of the manager’s supervisor all affectthe manager’s work style. Some managers explain clearly how they will com-municate and what they expect from employees. Others expect employees todetermine from observations and comments what the manager expects.

Explain what effectiveinteraction with others at work means

Describe appropriateresponses in handlingconflicts at work

Assess your ability towork with others

Identify some of thebasic laws and regula-tions that apply to theworkplace


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Topic 14-2o b j e c t i v e s

HUMAN RELATIONS AT WORK


What Your Manager Expects from YouManagers expect employees to focus on their tasks even though there is nodirect, immediate supervision throughout the workday. Increasingly, work-ers are given authority to make decisions on the basis of general instructionswithout review by a manager. Managers expect to have completed work onschedule. They expect employees to keep them informed of unexpectedwork developments or about problems with meeting deadlines.

Managers expect employees to evaluate their own work and take neededsteps to ensure a high quality of work. Employees are expected to continueto improve skills and gain knowledge as needed in their jobs.

Managers expect employees to be willing to handle unplanned situations. Atsuch times, regular assignments must be set aside to complete tasks that nowhave higher priority. Managers depend on the flexibility and willingness ofstaff to respond to new demands in a busy workplace.

Managers expect employees to be loyal to the company and to their workgroup or department. Being loyal means supporting the efforts of the com-pany and workgroup. A loyal employee does not make unfavorable remarksabout the company or workgroup outside the group. For example, severalmembers of a department may have different ideas about plans for a newproject. Each person may offer suggestions and criticisms of proposed plans.Once the manager or the group has made a decision about how to proceed,however, all members of the team are expected to do their best to make theplan successful.

Topic 14-2: Human Relations at Work

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A supervisor guidesmembers of the team.


Managers expect employees to be loyal and behave in an ethical manner.However, no employer should expect employees to take part in illegal orimmoral behavior. Many companies publish a code of ethics that employeesare expected to follow. When you begin a new job, ask if the company has acode of ethics that you are to follow. Become familiar with the rules of thecompany so that you do not unknowingly break the rules. Some activitiesthat might seem harmless in a personal setting may not be appropriate atwork. For example, employees may be forbidden to accept gifts from ven-dors or others related to work.

Interacting with CoworkersThe extent to which you must work with others will vary. If you are a mem-ber of a project team, you may perform many tasks as a group. If you serveas a research assistant, you may spend much time alone following throughon the tasks that are your responsibility.

Even though much of your work may be done independently, at times youwill need to interact with others. You will interact because you have com-mon needs for information, tasks that overlap, or joint responsibility forsome common task.

CooperationEmployees must work together to achieve the goals of a company. When a colleague from another department calls you, your response should be towant to provide the needed help or data (assuming the data is not confiden-tial). When you work as part of a team, do your best to complete your partof the task and to contribute to the success of the team. For suggestions onhow to work successfully in a team, refer to Chapter 2, page 54.


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A project team performsmany tasks as a group.

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Avoiding GossipInformation is often shared informally in a company. The informal networkby which employees share information is sometimes called the “grapevine.”Some informal communication can be good. Employees are naturally inter-ested in the plans and events that affect the company and its employees.

Unfortunately, rumors and gossip are also often spread by employees.Rumors are incomplete or false statements about people or situations. Theymay be harmful to the company or its employees. Think carefully about theinformation you share with others. Avoid discussing company plans orevents that you do not know are correct or that may be confidential at thepresent time. Do not discuss personal issues or affairs of fellow employees.

ConfidentialityYou will want to be sure you understand what aspects of your work are con-fidential. Revealing confidential data may cause harm to the company or itsemployees or customers. Information about plans of the business mightseem routine. If the information reaches the company’s competitors, how-ever, the results could be disastrous. In some cases, information is confiden-tial only for a period of time. Later, when decisions are firm, informationthat was earlier restricted may be widely distributed. For more informationon protecting confidential information, refer to Chapter 11, page 437.


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Carlos Ortiz works as a buyer of ingredients for a large candycompany. He communicates frequently with the company’s lab-oratories where new products are being developed. He attendsmeetings to hear comments about the ingredients for products.Carlos believes much of the success of his work depends onthe cooperation he gets from the departments for which hebuys ingredients.


Valerie works in the Human Resources Department of her com-pany. In her position, she meets the candidates for key man-agement positions. She reviews resumes and assists the direc-tor in making decisions. She knows which candidates are invitedto headquarters for interviews. Valerie understands that allaspects of the recruiting process must be kept confidential. Shenever reveals any hiring details. The director is grateful forValerie’s attitude.


Accepting Responsibility for MistakesPeople are not perfect; they make mistakes. You may have a firm goal to besure that the facts you communicate to others are accurate and to use goodjudgment in making decisions. Even with your best efforts, however, youwill still make mistakes.

When you make a mistake, accept responsibility for the error as soon as you realize it was made. Take steps to correct the error immediately so thatcoworkers will not make decisions or plans based on incorrect information.Explain what led to the error if you think doing so will help resolve theproblem. Do not, however, subject your coworkers to a long list of excusesabout why you made the mistake. If possible, offer a solution to whateverproblem the mistake may have caused when you alert others to the mistakeor problem. Learn from your mistakes whenever possible to help avoidmaking a similar error in the future. Never blame others for your mistakes.


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Gossiping is not appropriatein the workplace.

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The assistant curator at the County Historical Society, Debra,realized that she had given a staff member the wrong dates foran exhibition. When the staff member called, Debra was verybusy completing a report and failed to check the calendar. Shemerely gave the dates as she recalled them. Later in the day,she realized that she gave the staff member the wrong dates.She called the staff member and confessed: “Marion, I gaveyou the wrong dates! I am sorry. I hope it isn’t too late to giveyou the correct information.”


conflict: disagreement,quarrel, or controversy

diplomatic: tactful indealing with people

compromise: give updemands or makechanges to reach asettlement

Facing Conflicts at WorkA conflict is a disagreement, quarrel, or controversy. Because human beingsare not perfect, those with whom you work will have a variety of weaknessesand problems—just as you do. At times, problems may arise that hurt rela-tions among coworkers. Responsible employees take steps to deal with con-flicts in a mature and constructive way. These strategies can be helpful inresolving conflicts at work:

1. Communicate. Listen and talk with your coworkers to be sure you allhave the same understanding of the situation. Consider everyone’s con-cerns. Sometimes what seems like a problem can be merely a misun-derstanding that is easily resolved by talking openly.

2. Analyze the situation. Determine the real or underlying problemsthat may be leading to the conflict. Try to resolve a conflict at the ear-liest stage possible so that a small problem does not become a bigproblem.

3. Be objective. Focus on the issue—not the person. Do not let yourpersonal feelings for the people involved stand in the way of resolvingthe problem.

4. Look inward. Objectively examine your role in the situation. Are youcontributing to the problem or to a solution? Be willing to admit yourmistakes and apologize when your behavior or comments hurt others.

5. Look for solutions. Brainstorm with coworkers to find ways toresolve the conflict.

6. Be diplomatic. Explain how resolving the conflict is of benefit to oth-ers. Be tactful when suggesting possible solutions. Focus on finding asolution rather than on placing blame.

7. Compromise. When appropriate, be willing to make changes to helpresolve a conflict.

Many employees spend 40 hours or more per week on the job. Makingthese hours as stress free as possible is to everyone’s benefit. Remember thatyou do not have to be friends with your coworkers. You do, however, needto be able to work with them productively.

Conflict with Your ManagerYou hope to have what is referred to as a “good working relationship” withyour manager. However, there are times when the relationship may not begood. A misunderstanding about job assignments, seemingly unreasonabledemands, or failure to talk about work goals can lead to conflicts.

Good managers are expected to be aware of what their staff members aredoing and to assess the work assigned. However, when work demands areheavy, a manager may fail to think about your work. If you receive no feed-back from your manager, you may assume the work is acceptable. Perhapsthe manager, however, has simply been too busy to discuss the problemswith you. This difference of opinion will be revealed at some point and maylead to conflict between the two of you. To avoid such a situation, activelyseek feedback on your work regularly. Ask specific questions to see whetherthe quality and quantity of your work meet your manager’s expectations.


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When given a new task or duty, ask questions to be sure you understandwhat is expected of you. If problems develop with your work that will causemissed deadlines or results different from what your manager expects, keepyour manager informed as events happen. This will help avoid conflictsbetween you and your manager.

Conflict Related to Ethical BehaviorSometimes conflicts arise because workers have different values. Increas-ingly, companies have created codes of conduct or ethics for all employeesto follow. Policy manuals, training sessions, or written materials are used toinform everyone of the rules. These rules are to be honored as employeeswork with each other as well as with vendors and customers.

You will want to become fully acquainted with the ethical rules that guidethe company in which you work. You want to understand the rules clearly.You should not depend on the interpretations of your colleagues. Violatingthe company’s code of ethics can lead to disciplinary measures or even dis-missal from your job.

As an individual, you also have a code of ethics. This code is a system ofmoral values that help you decide what behavior is appropriate and what isnot. At times, your sense of what is morally right may come into conflictwith the behavior of coworkers or duties related to your job. For example,coworkers may make remarks about other employees that you find offen-sive. Your company may ask you to work on a religious holiday. You mustuse your own judgment to decide how to handle such a situation. Talkingabout the situation with your manager is usually a good first step. Manycompanies have policies and procedures in place that employees can use toresolve conflicts or report unethical behavior.


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Discuss the quality of yourwork with your manager toavoid conflicts.

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Understanding Relevant Lawsand RegulationsOrganizations in the United States must adhere to certain laws and regula-tions of federal, state, and local governments that relate to employment.Some of the laws and regulations that relate to employment and maintain-ing a safe work environment are discussed in this section.

If you have a problem related to an employment law or a regulation, youwill find that generally the company has someone to whom you can directthe problem. If the problem is not resolved, report it to the closest office of the agency responsible for enforcing the particular law.


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The term work/life balance is commonlyused to describe the need workers have tobalance work with other aspects of life. Inthe last 20 years, the number of women inthe workforce has increased significantly.This change has created more familieswith two working parents. Single-parentfamilies are also on the rise. Many of theactivities formerly handled by a nonwork-ing parent must now be handled by aworking parent.

When you think about a career, considerhow your choice will affect all aspects ofyour life. Different careers make differentdemands on workers and their families.Some jobs may require much travel, over-time, or a long commute that will reducetime for family or participating in otheractivities. In many jobs, taking time off tocare for a sick child or pursue a personalinterest is very difficult.

When employees do not have enoughtime to take care of their personal matters,they bring stress to the workplace and areless productive. Many companies addressthis problem by creating a workplace thatis supportive of workers’ needs. For exam-

ple, some companies have childcare facili-ties on-site or help pay for the cost ofchildcare. Other companies create posi-tions with flexible work hours. Employeesin these positions can choose to arriveand leave work earlier or later than thenormal working hours to accommodatetheir schedules. Another alternative thatmight be offered is a compressed work-week. Employees might work ten hours a day for four days a week, then take thefifth day off. Some companies allow jobsharing. This permits two part-timeemployees working different shifts tofulfill the duties of one full-time worker.Some companies provide benefits forpart-time workers. Telecommuting on apart-time or full-time basis is a helpfuloption for some employees.

Companies find that employee loyaltyincreases when the company makesaccommodations for workers’ personalneeds. Employees find that these accom-modations contribute to their job satisfac-tion. When choosing an employer, considerwhether the company fits your needs aswell as whether you fit the needs of thecompany.

FOCUS ON . . .Work/Life Balance


sexual harassment: sexu-ally directed, unsolicited,and unwanted actions orspeech that creates a hos-tile work environment

Fair Labor StandardsThe Fair Labor Standards Act (FLSA) sets the minimum wages for employ-ees covered by the law. Requirements related to overtime are also specified.The Equal Pay Act makes it unlawful to pay different wages to men andwomen where jobs are equal in skills required, effort, responsibility, andworking conditions. The Equal Pay Act and other laws are enforced by theEqual Employment Opportunity Commission (EEOC).

Freedom from DiscriminationTitle VII of the Civil Rights Act of 1964 makes it illegal to discriminate inemployment on the basis of a person’s race, color, religion, sex, or nationalorigin. This is the principal federal employment discrimination law. Lateracts outlaw discrimination against handicapped individuals; against womenbecause of pregnancy, childbirth, or other related medical conditions; oragainst anyone 40 years or older on the basis of age.

Freedom from Sexual HarassmentTitle VII of the Civil Rights Act of 1964 bans discrimination on the basis of gender. Sexual harassment is one form of gender discrimination. Sexualharassment is sexually directed, unsolicited, and unwanted actions or speechthat creates a difficult and hostile work environment or unreasonably inter-feres with an individual’s work performance. Both men and women can bethe victims of sexual harassment. The harasser can be of the opposite sex orthe same sex as the victim. The harasser can be a superior, a coworker, acustomer, or another person who is not an employee.

Many companies include policies on sexual harassment in their employeehandbooks. Such a policy usually states that the company will not toleratesexual harassment and describes the procedures for reporting an incident ofsexual harassment.

Safe and Healthy WorkplaceThe Occupational Safety and Health Act of 1970 was enacted to assure safeand healthful working conditions for working men and women in theUnited States. The Occupational Safety and Health Administration (OSHA)is a government agency responsible for enforcing this law. In addition toenforcement, OSHA provides research, information, education, and trainingin the field of occupational safety and health. Workplace consultations areavailable to businesses that want on-site help in establishing safety andhealth programs and identifying and correcting workplace hazards. Moreinformation is available on the OSHA Web site as shown in Figure 14-2.1.


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Unemployment InsuranceUnemployment insurance provides income for persons who have been dis-missed from their jobs. To be eligible, individuals must have worked for arequired time. The amount of benefit payments varies depending on theworker’s wages paid during the previous year and the benefits of the particu-lar state where the individuals worked.

The provisions and restrictions of this benefit vary from state to state. Insome states, workers may be denied unemployment payments for quitting ajob without good reason, being fired because of misconduct while on thejob, or refusing to take a job while unemployed.

Social Security Act BenefitsThe Federal Social Security Act of 1935, also known as the Federal Insur-ance Contribution Act (FICA), provides eligible workers with:

� Retirement income� Benefits for spouses of retired or disabled workers� Survivor benefits� Disability benefits� Health insurance

Eligible workers may start receiving reduced benefits at age 62. The agerequirement for full benefits varies according to date of birth. Informationon retirement benefits can be found on the Social Security Administration’sWeb site as shown in Figure 14-2.2.The employee pays in to this fund, andthe payments are deducted from his or her paycheck. The employer isrequired to match the employee’s contributions.


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Figure 14-2.1

OSHA has an exten-sive Web site to helpemployers andemployees betterunderstand how tocomply with OSHAstandards.

Source: U.S. Department of Labor, Occupational Safety & Health Administration.http://www.osha.gov (accessed October 20, 2005).



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Figure 14-2.2

Information on fullretirement age can befound on the SocialSecurity Administra-tion’s Web site.

Source: U.S. Social Security Administration. http://www.ssa.gov/retirechartred.htm(accessed September 26, 2005).


1. Identify and describe skills and characteristics required to work effec-tively with others.

2. List three tasks or duties that managers typically perform related toworkers who report to them.

3. Why does a manager want the employees in her or his department tobe successful?

4. Describe four behaviors or characteristics managers expect of officeworkers.

5. Why is employee loyalty important to a business?6. Explain the meaning of confidentiality as it relates to office work.7. Why should an employee avoid gossiping?8. What steps can an employee take to resolve conflicts that arise at work?9. What is the purpose of the Fair Labor Standards Act?

10. Why is freedom from discrimination important in the workplace?11. Define sexual harassment in the workplace and give an example of

speech or behavior that would likely be considered sexual harassment.12. List three benefits provided to workers by the Social Security Act.

REVIEWING THE TOPIC

Topic Review

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Peg, Jeff, and Marco were having lunch when the conversation turned to afourth coworker, Sally, who was out ill that day. A week earlier, Sally hadbeen told that she would not get the promotion she had expected. Sally wasstunned by the news. She thought she was competent and handled allassignments she was given. When she told the unpleasant news to her threecoworkers, she remarked: “How could they do this to me?” “Will you—myfriends—tell me the truth?” Peg said: “Oh, Sally, don’t make this a big deal.In a few months they will call you in to tell you that you have been pro-moted.” Both Jeff and Marco agreed, and the topic shifted.

Now, a week later, the three felt somewhat guilty about avoiding Sally’squestion. What they concluded was that Sally was “too loud” for the nextlevel of responsibility. They liked Sally, but she apparently did not realizethat she just didn’t seem to know when she should talk quietly, when sheshould just keep silent, and when she should shorten her explanations. Herfriends think that Sally’s shortcomings resulted in her not being promoted.

1. As her friend, what would you say to Sally in this situation? Should youtell her why you think she did not get the promotion even if you thinkher feelings will be hurt? Why or why not?

INTERACTING WITH OTHERS

Topic Review 14-2


Topic Review 14-2 continued


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2. Suppose that you and Sally’s other friends are wrong about why Sallydid not get the promotion. Who should Sally ask to be sure she learnsthe real reasons why she was not promoted?

continued

REINFORCING ENGLISH SKILLS

Companies have many different types of policies. These polices are oftenincluded in an employee handbook.

1. Key the workplace monitoring policy shown below. Correct errors inspelling, punctuation, and word usage.

2. Ask a classmate to review your work while you review his or her work.Make corrections based on the feedback you receive if needed.

Workplace Monitoring PolicyEffective Date: 10/26/20--Workplace montoring will be conducted bye the company to ensurequality control, employee safety; building security, and customer satis-foction. Because the company is sensitive to the legitimate privacyrights of employees; every effort will be made too guaranty that work-place monitoring is done inn an ethical and respectful manner. Employ-ees should be aware of the following points related to this policy:

• Computers furnished two employes are the property of the com-pany. As such, computer usage and files may be monitored oraccesssed.

• The company may conduct video survaillance of non-privateworkplace areas. Video monitoring is used to identify safety con-cerns; maintain quality control, detect theft and misconduct, anddiscourage or prevent acts of harrassment and workplace violence.

• Employees can request access to information gathered throughtworkplace monitoring that may impakt employment decisions.Access will be granted unless their is a legitimate business reason to protect confidentiality or an ongoing investigation.


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Encounter with a Manager

A staff assistant, Allen, had quietly taken on extra responsibilities whenanother assistant, Kay, was on an extended leave. By working extra hoursand through lunch, he had just managed to do his regular work and theabsent staff member’s work, too. Near the end of Kay’s leave, his managerstopped by Allen’s desk and said: “Because you are handling both jobs sowell, I’m going to recommend that Kay be assigned to another department.We really don’t need him.” At that point, the manager walked away.

Allen was stunned. Up to this time, he had not commented about what hewas doing. He assumed that his manager was aware of the extraordinaryefforts he had made to do both jobs. Allen has asked to meet with his man-ager to discuss the situation.

1. Assume you are Allen. Describe clearly in two or three sentences whatyou want the outcome of the meeting with your manager to be.

2. Compose a list of the main points you will make in the meeting withyour manager in an effort to achieve the outcome you want.

3. What kinds of supporting materials might you take to the meeting tosupport your points?

4. Describe the attitude with which you will approach this meeting.5. What might you (Allen) have done during the past few weeks to help

avoid the conflict you now face with your manager?



Research Sexual Harassment Policies

To combat sexual harassment in the workplace, many companies adopt asexual harassment policy. This policy usually defines sexual harassment,gives examples of inappropriate behavior and speech, and outlines a proce-dure for filing complaints. In this activity, you will find an example of such a policy for two organizations.

1. Access the Internet. Use a search engine to find sites that give the sex-ual harassment policy of an organization. Search using the term sexualharassment policy.

2. Access at least two sites and read the sexual harassment policy pro-vided. Make notes about the main points discussed. Record completeinformation for each source: Web site name, Web site address, and thedate you accessed the site.

3. Write a short report that gives your findings. Include a definition ofsexual harassment as shown on one Web site. Describe how the twopolicies differ and how they are alike, especially in procedures forreporting cases of harassment.




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14CHAPTERREVIEW

Summary

The personal qualities that individuals bring with them to the workplaceand the nature of working with others are the topics of this chapter. Reviewthese key points from the chapter:

� Most workers, even those who work at home, interact with others. Thecharacter of each person in a group influences how effectively thegroup will work together.

� Your personal traits and character influence how you think, what yousay, and how you respond to others. Your responses influence yoursuccess at work.

� Self-acceptance is necessary if an individual wants to make personalitychanges.

� A strong belief in the work ethic, willingness to help in achieving com-pany goals, and a desire to learn are attitudes that support qualitywork.

� Your appearance affects how others think of you. Appropriate dress andproper personal hygiene are important for making a good impressionon others.

� Workers should try to eliminate behavior that may be annoying toothers.

� Workers are expected to use good manners that promote pleasantinteractions with others.

� Employees need to become acquainted with the expectations and workstyle of their managers.

� Employees must work together to achieve the goals of a company.� Employees should understand that some aspects of work may be

confidential.� Workers should avoid spreading rumors; they may be harmful to the

company or its employees.� Workers should accept responsibility for mistakes they make and try

to correct any resulting problems.� Conflicts arise at work, but willingness to face them candidly can lead

to resolutions.� Laws and regulations related to work should be understood by all

employees.


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Key Terms

charactercompromiseconflictdiplomatic

ethicsintegritypersonalityreliable

sexual harassmentwork ethic

Chapter 14 ACTIVITY 1

Report on Unethical Behavior in Business

Companies expect employees to behave in an ethical manner. The publicexpects companies to behave in an ethical manner. When ethics are disre-garded, the company or the public often suffers. In this activity, you will doresearch to find examples of unethical behavior in business.

1. Search the Internet or other resources. Find an article that describesunethical behavior by a company or a person in business. Copy orprint the article, if possible. Take notes of the important facts andpoints made in the article. Record complete source information for thearticle.

2. Write a short report using your research. Begin by explaining what ismeant by ethical behavior. Then describe the unethical behavior fromthe article you found. Explain what happened to the company or thepublic as a result of the unethical behavior. Add your personal com-ments regarding the incident. Include the reference information forthe article at the end of your report.

3. Format the report in unbound report style. Proofread and correct allerrors before printing the report.


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Chapter 14 ACTIVITY 2

Compare Job Opportunities

Choosing a job that provides the tangible and intangible rewards of workthat you desire will increase your job satisfaction. In this activity, you willevaluate two job opportunities and decide which one you would choose,considering both tangible and intangible benefits.

1. Open and print the PDF file CH14 Jobs from the data files. This filecontains information about two jobs. Read the description for each job.Identify tangible and intangible rewards for each job. Also identify anyfactors that you think are negative about each job.

2. Write a paragraph that identifies the job you would choose. Explainwhat tangible and intangible factors made you choose this job.Describe any factors that you think are negative about the job youchose.



Documents

CHAPTER 14 Working with Others