HUMAN RELATIONS 

~(Group 3)  maintaining good customer relations takes an

  Within the business organization, it even greater importance.
promotes pleasant and productive working   
relationships among employees. Techniques for Improving Relationships
  Misconceptions about HR with Customers
  1. Human relations are merely a “common   1. Improve understanding of human behavior.
sense”.   2. Show sincerity interest in the customer and
  2. “Nice Guy” Philosophy his problem.
  3. Human relations weaken management   3. Deal appropriately with the dissatisfied
authority and obstruct production. customer.
  4. Human relations weaken unions.   4. Maintain personal contacts through follow-
  5. Human relations can be used to manipulate up.
people.   5. Arrange special services.
  6. Human relations is merely for people at the   6. Make practical use of human relations and
bottom of the organizational chart. principles.
 
 What is Human Relations? Developing Human Relations Climate
  The interaction of people in all types of   Human climate is the warm and cold climate of
endeavour, in business, government, social relations --- the social conditions which may
clubs, schools, and homes. produce an atmosphere of pleasantness or
  Human relation is not about “conformity”, or unpleasantness, resulting from the application or
“going along with”, or a kind of “pakikisama.” non-application of the principles of “reciprocal
  Davis defines HR as the “development of behavior” and the “golden rule.”
productive, satisfying group effort.”   Relationships begin at HOME.
  Also defined as “the process of interaction   In business and industry, any individual is
between two or more persons during which expected to have good relationships with his co-
atmosphere of mutual trust and understanding workers and prospective customers.
is created.”   In developing a climate which will motivate
people to produce and achieve personal
  What kind of Persons Do People Like satisfaction, and to build a good human relations
  A person who is thoughtful and kind climate, many responsibilities must be assumed
contributes to the social being of others; he/she and carried out by the firms specially the
is also a pleasant person to be with. management.
  Business courtesy demands that each
  Problems of HR In Business Industry individual be treated with dignity and respect.
  1. Problems between management and labor. People are not to be considered as numbers on
  2. Problems related to employee and a payroll or cogs in a machine. (Argyris, 1970)
employers.
  3.  Problems related to the public. ONE SHOULD KEEP IN MIND THAT
EVERYONE HAS A PERSONALITY THAT
 Relationships with Customers CAN BE HURT.
  Fundamental to the success of any program for   Empathy
improving customer relations is the recognition   The person’s ability to put oneself in the other
by the management of a business organization, fellow’s place.
of an obligation to serve the people from whom   Golden Rule
it derive its profits. The success of the business   “Don’t do unto others what you don’t want
in this way, the necessity of establishing and others do unto you.”
  The businessman who engages in his business ›       -No amount of impact, variety or
and treats his customers as he would want to be pervasiveness will influence the attitudes and
treated, generally profits more and develops an opinions  unless the context of communication is
increasingly growing patronage. persuasive.
  By doing unto others as you would like others
do unto you will cultivate friendship. Three Major Links in Communication
   System
Simple Rules in Human Relations   In business, it is especially important that the
  1. Greet people warmly. process be two-way and should provide for
  2. Be cheerful. clarification and restatement.
  3. Learn to appreciate sincerely and give credit   For example, a boss may talk downward to his
heartily. employees, but until the employees have
  4. Be socially tactful. responded to their employer’s messages, the
  5. Be a good listener. work of the company cannot be accomplished.
  6. Show respect for the other fellow’s opinions.  
  7. Learn to control your temper.  Significance of Communication
  When these rules are generally observed, the   Through communication, we are able to
home, the school, the office, or any place of express how we feel about certain things, why
work where there are other people becomes we feel that way and what makes us feel so. We
happier place for everybody. This means a are able to express our wants, needs, and
better picture of the group or organization they desires.
belong. It also makes us more human.   It is necessary to communicate, for this is the
   way a manager can reach another person to be
Human Relations in Communication motivated to work.
  Communication refers to the act or process of
conveying thoughts, ideas, information and facts
by speech, writing, gesture, etc. Peter (1965)
  In business, persuasive communication is more
than a two-sided transaction.

  Lesly (1976) Principles of MASS

PERSUASION
  1. Credibility
›      - Business leaders who have established
their credibility can hope to find open minds to
communicate with.
2. Visibility and action
›      - When something happens--- even if it is
an event created to attract attention --- it takes
on the appearance of reality.
  3. Intensity
›      -Messages should be designed to have
maximum impact on the audience.
  4. Pervasiveness
›      -When people encounter a subject in a
wide variety of ways, pervasiveness results.
  5. Persuasiveness