Module 3 HUMAN RELATIONS IN BUSINESS

WHY STUDY HUMAN RELATIONS?

1. In all our dealings, in every aspect of our life, we deal with people. And human
relation is all about people and how to deal with them with a more positive result.

2. An understanding of the art of human relation will help you better understand
yourself and others, thereby being able to make adjustment to improve the quality
of human life.

3. Being able to apply the strategies in dealing with different kinds of people will help
you succeed in your personal and professional life.

THE art of HUMAN RELATIONS in business

1. Good public relations begin with good internal HUMAN RELATIONS-with people
within the company.
2. People in an office should work together in harmony and in a friendly atmosphere
of “one big happy family”.
3. The secretary’s personality is basically founded in her ability to get along well with
people and to make favorable impressions on them.
4. The secret of adjusting oneself to others is included in the simple formula: “Treat
others as you would like to be treated by them”.
5. It is not only liking people that matters, but really an understanding of people that
counts. Each person is of different temperament and disposition. When you realize
this and can make allowances for those differences in individuals, then you will
have passed the first step toward increasing your interest in other people.
6. The next step is learning to cultivate the friendship of many persons of all types.
Your own personality grows in promotion to the variety of experience you have as
a result of contacts with many other people.

HUMAN RELATIONS DEFINED

• It is the art of getting along with different kinds of people, during which an
atmosphere of trust and confidence is created.

PUBLIC OR BUSINESS RELATIONS DEFINED

• Is the objective of the company to build goodwill towards its customers and clients
thereby creating a good image of the company in the business world.
UNDERSTANDING HUMAN NEEDS

Primary Needs (Biological needs in order to live)

1. Food and water
2. Clothing
3. Shelter
4. Rest and sleep
5. Air

Secondary Needs (Psychological needs which can be satisfied in dealing with other
people)
1. Need to be loved
2. Need to be important
3. Need to be needed
4. Need to be respected
5. Need to be recognized
6. Need to be understood

In dealing with people, you have to understand these two kinds of human needs
so that you may be able to help satisfy them as you relate with the different people around
you.

When the needs of human beings are satisfied, it will result to better human
relations.

THE DIFFERENCE BETWEEN MANAGING RELATIONS & EXPLOITING

RELATIONS

Relations with other people can be either very satisfying or very stressful and unpleasant.

While a certain amount of this comes down to their personalities, your attitude has a
surprisingly large effect on the way that other people respond to you.

It is important when you are trying to improve the quality of relationships that you
understand the difference between managing them and exploiting them.

• When you manage a relationship, YOU are improving it for mutual advantage.
• When you exploit a relationship, YOU are improving your self at the expense of
the other person.
• If you exploit other people, then you will probably get a reputation for this and suffer
in the medium and long term. It will also cultivate an unnecessarily cynical
(distrustful of other people’s motive) to other people.
 The following are important factors in forming harmonious relationships with other
people:

1. Take a positive approach:

• People enjoy working with and relating to happy, optimistic people.
• When things are getting difficult, a smile or positive approach to a problem can
make the difference between success and failure of a project.

2. Project a positive image:

• Take care over personal grooming.
• Wear good quality, well cared for clothes that project a suitable image.
• Learn about body language,
• and learn how to adopt a good, open posture.

3. Be assertive:
• When you deal with other people, you should confidently project your right to
have your views taken into consideration.
• This does not mean aggressively insisting on getting your own way, which
irritates other people and tramples on their rights.
• If you are not assertive then you will probably not be noticed, your triumphs will
not be given their due weight and your needs will not be given proper attention.

4. Pay compliments where they are due:

• If you notice something good about someone, or they have done something
well, compliment them. This costs you nothing, and helps to build their
confidence.
• It is obviously important to be sincere-no-one likes an obvious flatterer.

5. Try to make people feel pleased to have spoken to you:

• This can be an extremely useful maxim, providing that you do not allow other
people to exploit you as a result.
• When you are dealing with well-adjusted human-beings, the more you give, the
more you get.

An extremely powerful technique when dealing with other people is to try to

understand the way they think.
• Try to think yourself inside their mind by putting yourself in their situation.
Perhaps you may ask yourself: Will I do the same if I am in the same situation?
• See life through their eyes, feel what they feel.
• And understand their background, influences and motivations.

What to Do When Things Go Wrong in YOUR Human Relations

Sometimes things can go wrong.

When you face relationship problems, your attitude will often determine the
amount of stress you experience:
 1. If someone is sarcastic and rude to you:
• Remember that this is probably caused by a fault in their character because of
the influence in their environment.
• They are probably also irritating and offending many other people as well, not
just you.
• Examine any comment rationally: if it is unfair, then reject it.
• If rude comments are fair, then learn from them. Use them as an opportunity
for you to change for the better. Remember: Sometimes the truth hurts. But the
truth will set you free.
• Do remember, though that one person’s vice may be another person’s virtue:
what seems stubborn to one person may seem firm-minded to another.
2. If someone hurts you:
• Do not bear grudges. If you do, you will tend to churn them over in your mind.
This will damage your vital positive attitude to life, may cause stress and may
interfere with the quality of your sleep and life as a whole.
• Forgiveness is important in maintaining relationships that are important,
providing that the forgiveness is genuine.
• You may decide, however, not to forget the fact of the hurt - it makes sense to
confront, avoid or circumvent people who are unnecessarily hurtful.
3. If you are facing a frustrating situation:
• Where unnecessary obstacles are put in your way, or people you are dealing
with are being indecisive or unhelpful, then using relaxation techniques can be
useful.
• This helps you to remain calm with people.
• Hang on. Do not give up. The situation may change because “at the end of the
dark tunnel, there is light”.
4. If someone is annoying you:
• It is almost always best to remain calm and neutral, if only because you will be
able to think and react more clearly and effectively.
• If all other ways failed, pray for the person who is annoying you. Instead of you
being annoyed, you have to think that the person annoying you might have a
problem., and the person needs help. Your prayer can help enlighten the
person.

Remember: if you cannot change the people around you, change your attitude
towards them. It can make a lot of difference.

YOUR ROLE IN BUSINESS or PUBLIC RELATIONS

In business, YOUR role in public relations is an important one.

YOU will be in a key position to develop good public relations through:

1. The business letters you write

2. Your telephone techniques
3. The way your attend to callers or visitors
 4. The way you file and find business documents
5. The manner you transact business

The success od a company is the concern of everyone works for it.

If you work for a company, the company’s customers are your customer.
The success of the company is your success and the downfall of the company will also
be your downfall.

FACTORS AFFECTING PUBLIC RELATIONS

1. What employees are saying about the company

2. What customers are saying about the company
3. What company’s role in the community

OPPORTUNITIES BY WHICH YOU CAN MAINTAIN GOOD PUBLIC RELATION

• By helping her boss do a better job, thus improving procedures or services.

• By being genuinely cooperative and helpful to customers and other outside the
company.
• By constantly striving to improve her own works methods thereby producing fast
and accurate work.
• By promoting the company to everyone with whom she comes in contact through
her general actions, by what she says, and by the way she answers questions
about the company
• By her telephone manners
• By the letters she writes, types or encodes for the company

WAYS IN WHICH YOU CAN HURT OR OFFEND

1. Misspell a name of client or customers
2. Type an address incorrectly
3. Write a letter that contains a thoughtless remark affecting the reader’s dignity
4. Fail to answer the phone promptly
5. Fail to entertain the caller courteously
6. Fail to greet caller as he should be greeted
7. Transfer a customer’s call to a wrong person
8. Keep a caller waiting too long without sufficient reasons
9. Exchange clever remarks with a friend in the presence of a caller
10. Schedule appointments that conflict
11. Hang up the telephone before the caller hangs up
12. Fail to help the customer solve her complaints

HOW TO DEVELOP GOOD HUMAN RELATIONS AT WORK

1. Greet people warmly

a. Co-workers, customers, visitors all appreciate a personal greeting before
getting down to business.
 b. A cheerful “good morning” or “good afternoon” is a welcome gesture of your
friendly disposition.

2. Deal with others tactfully

a. Tact is defined by Webster as nice discernment of what is appropriate to do or
say in dealing with others without giving offense.
b. Tact is based in common sense. Just put yourself on another fellow’s place,
whatever irritates you will probably irritate him.

3. Use persuasion instead of argument

a. It is better not to argue in times of disagreement.
b. To persuade is to appeal not to threat. By threats, you make someone do
unwillingly what you want him to do, but make persuasion you make him do it
to his own free will.

4. Recognize authority
a. It is important to be able to recognize the various shade of authority and to
know just who is supposed to give you orders.
b. When you are a beginner, almost anyone may give you instructions. The
manner with which you accept instructions, corrections, and even criticism may
be a determining factor in your progress.
c. A person who assumes a sullen attitude when she is told to do something gets
no satisfaction from her action and she endangers her own position.
d. A person who is afraid to consult her own boss for advice when someone else
gives her an assignment will not only be imposed upon by everyone but will
also be unable to give her own superior adequate attention.
e. Respect all authority.

5. Be friendly but not too personal

a. A genuine friendship in the office contributes a pleasant atmosphere and
harmonious working condition.
b. Be considerate of other people’s feeling
c. Don’t bore or embarrass others with long recitals of your personal troubles and
achievements. Keep your personal problems private. Confide only to selected
few who can be trusted wit your personal life. You also need a confidante.
d. Avoid serious personal relationship with your boss especially if he is a married
man. You will be creating a lot of trouble at the end. This kind of relationship
does not usually last long. REMEMBER: Mahirap ang nakaw na pag-ibig. Your
dialog should be, O tukso, layuan moa ko!

6. Use names and titles appropriately

a. When dealing with persons with the same age and rank within the department,
the informal manner of addressing each other by their first name is acceptable.
b. Superiors in the office and people outside the company should be addressed
as Ms., Mrs., Sir., or Ma’am.
 c. Find out your company’s preferences about names and titles and guide yourself
accordingly.
7. Be deserving of respect
a. In order for other people to respect you, be the first one to show respect for
your self in your behavior, manner of dressing, manner of talking and dealing
with people.

8. Be thoughtful
b. Say “please”, “thank you”, when necessary. These words are example of little
touches of courtesy and high regard for others.
c. Little things mean a lot. You may send unexpected anniversary cards, birthday
cards or greetings, and timely message of sympathy, better still greet them
personally.
d. A helping hand or a thoughtful gesture shows far more effective than word, that
you are a considerate person.

9. Help new employees

a. Remember you were once as new employee yourself, so take time to welcome
and help new employees.

10. Be a team player

a. Assist in every way you can to attain the objectives of your company.
b. Do your best in everything you do.
c. Do your full share; be cooperative at all times.
d. Learn to work as a member of a team.

11. Recognize the importance of others. No man is an island.

12. Practice the Golden Rule:
Do not do unto others what you would like others do unto you.

13. Practice office etiquette. (to be discussed further in Module 12)

INTENTIONAL OR INADVERTENT RUDENESS

How rude are you?

• Some people are intentionally rude. As one person said, “you have to be rude to
some people, because it’s the only way they get the message.”
• But others are inadvertently rude. They have no idea how off-putting they are and
never intend offense.
• If confronted, they’d they remember the admonishment and change their ways.
• Most of us are nice people, “says Falkenstein, “and any rudeness we convey is
inadvertent and unintentional; however, even if we’re unaware, it still adds us to
being perceived as rude by the other person.”

Here are the most common inadvertently rude business behaviors:

 1. Unreturned phone calls.
• Even if you don’t know the answer or don’t want to talk to people, return
their inquiry somehow.
• There are too many ways to reach people. Send an e-mail, fax, voice-mail,
postcard, interoffice memo, or have someone else call for you.
• Return calls of colleagues at the speed of light, and if you can’t, apologize.
• You are allowed to ignore calls to people you think you are soliciting
business, but beware, you don’t always know who they are. Just the other
day to a call from an insurance company, I almost replied, “I appreciate
your call, but I’m not interested.” When the caller said, “we’d like to talk
with you about consulting for our national office.” I’m glad I held my
tongue.
2. Long holds.
• Long holds infuriate people, but the people who put you on hold often
don’t mean to upset you.
• If you asked them, “Do you like to be put on hold for long periods?” they’d
likely reply, “it’s infuriating.” Employees.
3. Poor telephone technique is a significant source for customer complaints.
Fix the phone and you avoid dealing with difficult people.
• They simply haven’t been well taught, and companies are short-sighted in
providing only minimum telephone training and not expecting expert
telephone technique by all levels of
4. Abrupt greetings
• Greet people in a friendly manner. When you call someone, don’t just
blurt, “Let me talk Victoria,” say, “May I speak with Victoria?”
• Open with some form of greeting, not a curt version of, “Whatdayawant?”
or “Get me Purchasing.”
• Control the impressions you make. Avoid being unintentionally rude, so
that when you need to make your point directly, it’s intentional.

Statistics That Document What Rudeness Costs You

For Business People:

For people who don’t believe in the hard dollar benefits of civility, courtesy, etiquette, and
respect at work, recent statistics prove the value.

NOTE: The following are researchers conducted in other countries, but you will find the
results also applicable in our present business situations. Read on, there are a lot to learn
from these data-based information.

1. A 1997 study by Manchester Partners International, says, even in this tight job market,
40% of new management hires fail, and the key reason for the turnover (82%) is their
inability to build good relationships with peers and subordinates.
• Personal chemistry helps people rise above their competition to be selected and
hold jobs they’re offered.
 • The ability to work well with others is often the defining reason one person is
selected over another which is precisely what etiquette for business addresses.

2. Another 1997 study that documented respect and civility as an employability skill is
the one released by the National Association of Manufacturers with Grant Thornton,
LLP.
• This study showed 63% of employees lack basic job skills such as arriving on time,
calling in sick, and staying all day, but only 31% of the manufacturers have
implemented program to correct the deficiencies. The study recommends
manufacturers invest 3% of their payroll in training in which only 30% now spend
between 2-3% and 47% spend less than 1%.
• Rather than decry the lack of skills, companies need to do their part to develop
their own pool of talent by creating their own professional development classes.

3. The 1997 New York City’s Families and Work Institute documented why some
companies aren’t faced with a lack of qualified applicants, but have their pick of
candidates.
• Those companies attract top applicants because they have loyal workers who like
their jobs and work hard for their companies, because those companies create
quality jobs that provide learning opportunities and chances for advancement as
well as autonomy and meaningful work.
• These traits rank higher with employees than wages and fringe benefits.
• Dan McLeod, president of Positive Management Leadership Programs, a union
avoidance company, says, “Show me a boss who treats his or her employees
abrasively, and I’ll show you an environment ripe for labor problems and obviously
poor customers relations.
• Disrespectful and discourteous treatment of employees is passed along from the
top.

4. Lastly, UNC Chapel Hill management professor, Christine Pearson, documents the
impact of companies not addressing openly aggressive work behaviors such as bullying
and moderately aggressive behavior such as in civility.
• Employees bullied or treated rudely don’t retaliate with the aggressor, but with the
company.
• Of the respondents, 52% say they lose time worrying about the person, 46%
contemplate changing jobs; 22% decreased their work effort, and 12% say they
reduce the quality of their work.
• Incivility and aggressiveness aren’t cheap. If your company is to be aggressive, be
aggressive in creating a civil, respectful work environment to enjoy outstanding
business relations with customers and employees.
 How to Lodge YOUR Complaints

Decide what fights are worth fighting.

• Sometimes we have to learn the same lesson over and over. One of the most
important lessons to learn and relearn is how to complain or express
dissatisfaction.
• Many people still throw temper tantrums. They slam down phones, yell, write nasty
notes, send prickly e-mails, leave vindictive voice mails, and try to manipulate
others with the silent treatment.
• Ken Braly, a partner in a web development company in San Jose, California says,
“One of the most important lessons I’ve learned is when tempted to give someone
a piece of mind, I’ll take some responsibility for the consequences of my
communication. Either do it directly or think twice about how my written message
is likely to be received and find kinder-words.”
• Braly, who conducts his business extensively over the Internet says it has taught
him a valuable lesson. He continues, “The Internet is like a car. People in cars
sometimes exhibit rude behavior that they would probably never show in person,
because the separation and anonymity of being in a car weakens normal
interpersonal restraints.”

How to make your complaint get better results?

• Whether writing an e-mail message, expressing a complaint at a store or
restaurant, or discussing problem behaviors with work associates, remain civil.
• Getting angry, loud, or abusive doesn’t get results. Instead, state simply what is
wrong, calmly ask for help, and if you have one, offer a solution. Instead of
accusing, “You people never answer your phone,” state the problem, “The lines
are constantly busy. Would you help me get through to customer service?”
• Be pleasant and persistent. Most people think they have to be rude to get results,
but smiles actually are more effective. No one really wants to help obnoxious
people; they just want to get rid of them.
• Make sure your smile is sincere and without a trace of sarcasm, or you’ll have a
bigger problem on your hands.
• If a business person wants to shake you off, be persistent. Ask more questions.
Take up their time, smiling sincerely all the while until you are able to say what
should be said.

To get results, learn to complain civilly.

Complains should be taken positively. Complaints given by your customers, once

your handle them properly, will be an opportunity for you to improve your service to your
customers.
An improved service can mean satisfied customers. Satisfied customers can
mean ultimately good business for your company.

HOW TO HANDLE AN ANGRY COMPLAINT

1. Stop Talking!
You cannot listen if you are talking.

2. Put the talker at ease.

Help him feel that he is free to talk. This is often done by offering him a seat, allowing
him to rest or cool off a moment.

3. Show him that you want to listen

Look and act interested. Do not read your mail, or continue what you are doing while
he talks or telling you his or her complaints. Listen to understand rather than oppose.
From time to time, you respond like: Yes, I understand, Mr. Manuel.

4. Remove distractions
Don’t doodle, tap, or shuffle papers. Will it be quieter if you talk inside the office, where
there will be minimum distractions? This strategy will also prevent other customers
from hearing the complaints, which can affect the image of the company.

5. Emphasize with him

Try to put yourself in his place so that you can see his point of view.

6. Be patient
Allow plenty of time. Do not interrupt him.

7. Hold your temper

An angry man gets the wrong meaning from words.

8. Go easy on arguments and criticisms

This puts on the defensive. He may get angry. Do not argue, even if you win, you lose.
You lost an important customer.

9. Ask questions
This encourages him and shows you are listening. It helps to develop points further.

10. Stop talking!

This is first and last, because all other commandments depend on it. You just can’t do
a good listening job while you are talking.
Nature gave man two ears but only one tongue, so that he listens more than he
talks.

TEN COMMANDMENTS OF HUMAN RELATIONS

1. Speak to people. There is nothing as nice as a cheerful word of greeting.

2. Smile at people. It takes 65 muscles to frown: only 15 to smile.
3. Call people by name. the sweetest music to anyone’s ears is to the sound of
his own name.
4. Be friendly and helpful. If you would have friends, be friendly.
5. Be cordial. Speak and act as if everything you do were a genuine pleasure.
6. Be genuinely interested in people. You can like everybody if you try.
7. Be generous with praise. Cautions with criticism.
8. Be considerate with the feelings of others. It will be appreciated.
9. Be thoughtful of the opinion of others. There are three sides to a controversy:
yours, the other fellows, and the right one.
10. Be alert to give service. What counts most in life is what we do for others.

EMPLOYER-EMPLOYEE RELARIONSHIP

1. An employee should be friendly but respectful to his employer.

2. Address your employer “Mr.”, Mrs.”, “Sir.”, or “Ma’am”. Avoid calling your
employer by his or her first name.
3. Avoid personal jokes or wise remarks. Your employer might resent it as an
affront to his dignity or position.
4. Look for your employer’s good points and understand his weaknesses.
5. Don’t argue with your employer. You can check him nicely if there have been
mistakes, but don’t insist on your way. Always do the correcting tactfully and in
private.
6. The most important thing is to be loyal to your employer. Nothing but praise for
him should come from you. If you have nothing good to say, either you leave
the job or don’t say anything bad against the person.
7. Employees should treat their employers with respect and not with fear.
8. Employees are expected to treat their employees with respect, courtesy, and
consideration. In order that an employer will respect his employees, the
employee should first show self-respect.
9. Employees should respect the chain of command. Know your immediate
superior. Do not by-pass authority. Tell your problems in the office to the right
person who can really help you solve your problems related to your work.
10. Employees should be willing to accept responsibilities. If you do not know how
to do the job ask questions.
11. Always do your best in everything you do.
12. Always strive to improve on the job.
13. Be willing to admit your mistakes. But see to it that you also learn from your
mistakes.
14. When more works are assigned to you, do not complain. Always think that your
employer is assigning to you the job because he believes you can do it better
than the others.
15. Avoid serious personal relation with married people in your office. This kind of
relationship does not usually last long, and you become the loser at the end.
 HOW TO ACHIEVE HAPPINESS IN DEALING WITH PEOPLE

Real happiness can be ours only when we have done something worth while
for ourselves and others. This can be done right here on earth.

To achieve real happiness, all we have to do is wake up, open our eyes, be
pure in heart, be sincere in deeds, reach out, and give ourselves wholeheartedly to
everyone.
If we have done something good to others, we have done it to the LORD. Thus,
we have gained real joy and happiness.

“Ability is what you’re capable of doing.

Motivation determines what you do.
Attitude determines how well you do it.”
Lou Holtz
 MODULE EXAM
MODULE 3: Human Relations in Business

Name: _______________________________________ Time: _____________

TRUE OR FALSE

1. ______________ An employee should be friendly but not respectful to his

employer or superior.
2. ______________ Avoid throwing personal jokes or wise remarks to your employer
or superior.
3. ______________ Employees should treat their employers or superiors with
respect and not with fear.
4. ______________ Employees should not respect the chain of command.
5. ______________ Don’t argue with your employer.
6. ______________ Always strive to improve your job.
7. ______________ be unwilling to accept your mistakes and do something to
improve your performance.
8. ______________ There is nothing wrong if you will be involved seriously with
married people in the office.
9. ______________ Always do your best in everything you do.
10. ______________ Avoid asking questions if you do not know how to do the job.

IDENTIFY:

11. _____________ is the art of getting along with different kinds of people during
which an atmosphere of trust and confidence is created.
12. _____________ is the objective of the company to build goodwill towards the
customers and clients, thereby creating a good image of the company in the
business world.

ENUMERATE:

PRIMARY NEEDS OF HUMAN BEINGS (these are needs of people in order to live)
13.
14.
15.
16.
17.

SECONDARY NEEDS OF HUMAN BEINGS (need which are satisfied in dealing with
people)
18. 21.
19. 22.
20. 23.
HOW TO DEVELOP GOOD HUMAN RELATIONS AT WORK
24.
25.
26.
27.
28.
29.
30.

WAYS IN WHICH YOU CAN HURT OR OFFEND THE PUBLIC

31.
32.
33.
34.
35.

OPPORTUNITIES WHERE YOU CAN MAINTAIN YOUR GOOD PUBLIC OR BUSINESS

RELATIONS
36.
37.
38.
39.
40.

SUPPLY THE MISSING WORD OR PHRASES:

41. Good public relations begin with good internal ___________________ with people
within the company.

42. People in the office should work together in harmony and in a friendly atmosphere
as “one big ____________________________”

43. The secretary’s personality is basically founded in her ability to

____________________________ with different people and to create favorable
impressions on them.

44. The secret of adjusting oneself to others is included in the simple formula: “Treat
others as ___________________________________________”

45. It is not only liking people that matters but really an ________________ of people
that counts.
ENGLISH REFRESHER:
ADJECTIVES acts as aids to nouns and pronouns by describing or irritating them.
ADJECTIVES answers such questions as:
What kind? Whose? Which one? How many?
IN THE SENTENCES BELOW, INDICATE THE ADJECTIVE and THE QUESTION THEY
ANSWER: (Articles, such as a, an, the, are, considered adjectives, but you may disregard
them for this exercise.)
1. The secretary receives incoming mails and attaches related correspondence to
some letters. Example:
Incoming which?
Related what kind?
Some how many?
(Note: item number 1 has been answered for you as sample, please continue to some
letters).
2. Two expert computer programmers are needed to computerize the voluminous
record in the accounting department.
3. There is no typical style of dictation in the modern office.
4. Efficient clerk-typists are responsible to finish this special report.
5. The president’s recommendation was carefully formatted on a letterhead.