True wisdom comes to each of us

when we realize how little we

understand about life, ourselves, and
the world around us- Socrates

When we are no longer able to change a

situation - we are challenged to change
ourselves-
Viktor E. Frankl
 CHAPTER 2
Levels of Behavior
Human relations take
place at the individual,
Individual
group, and
organizational levels
Group 1) Always listen to
behavior because
behavior doesn’t lie
Organizational 2) Actions speak louder
than words
 Intrapersonal Skills

Intra means “within”;

- intrapersonal skills are within the
individual and include characteristics such as
personality, attitudes, self-concept, and integrity.

- Intrapersonal skills also been called self-

management abilities.
 Personality
"Personality is the entire mental organization
of a human being at any stage of his
development. It embraces every phase of
human character: intellect, temperament,
skill, morality, and every attitude that has
been built up in the course of one's life
- made up of the
characteristic patterns of
thoughts, feelings and
behaviors that make a
person unique
- personality arises from
within the individual and
remains fairly consistent
 Values

• principles or standards of behaviour

• one’s judgement of what is important in life
• the rules by which we make decisions about
right and wrong, should and shouldn't, good
and bad.
• Values tell us which are more or less important,
• useful when we have to trade off meeting one
value over another.
 Norms
• shared rules of conduct that specify how people ought to
think and act.
• social behavior in a particular group or social unit.
• “The way we do things around here”.
• the agreed-upon expectations and rules by which a culture
guides the behavior of its members in any given situation.
• norms vary widely across cultural groups. Ex. Americans,
maintain fairly direct eye contact when conversing with
others. While Asians, may avert their eyes as a sign of
politeness and respect.
 Cont…
• four types of norms according to sociologist:
• folkways, mores, taboos, and laws.
• Folkways- “conventions” or “customs,” standards of
behavior that are socially approved but not morally
significant. Ex. belching loudly after eating dinner at
someone else's home breaks an American folkway.
• Mores are norms of morality. Ex. attending church in
the nude, will offend most people of a culture.
• Taboo - culture absolutely forbids them. Ex. Incest
• Laws - a formal body of rules enacted by the state
and backed by the power of the state. Ex. Child abuse
 Perception
• Perception is our sensory experience of the world
around us and involves both the recognition of
environmental stimuli and actions in response to
these stimuli
• Perception includes the five senses; touch, sight,
taste, smell and hearing.
• It includes senses, feelings, ideas, thoughts, theories.
• You perceive what you conceptualize
• the way in which something is
regarded, understood, or interpreted
 Intelligence Quotient (IQ)
• Intelligence is "the ability to learn or understand or to
deal with new or trying situations
• IQ - describes a score on a test that rates the subject's
cognitive ability as compared to the general population
• was created in 1905 by Alfred Binet and Théophile
Simon to determine which French school children were
too “slow” to benefit from regular instruction. Binet
came up with the idea of mental age when he noticed
that children are increasingly able to learn difficult
concepts and perform difficult tasks as they get older
• Designed to measure our general ability to solve
problems and understand concepts ie.

i) spatial ability: the ability to visualize manipulation of

shapes
ii) mathematical ability: the ability to solve problems and
use logic
iii) language ability: This could include the ability to
complete sentences or recognize words when letters have
been rearranged or removed.
iv) memory ability: the ability to recall things presented
either visually or aurally
Cont…
• A lot of critics point out that IQ tests don't measure
creativity, social skills, wisdom, acquired abilities or a
host of other things we consider to be aspects of
intelligence.
• IQ tests only measure general cognitive ability,
which proved to be a fairly accurate indicator of
intellectual potential.
• There is a high positive correlation between IQ and
success in school and the work place, but there are
many of cases where IQ and success do not coincide.
 Emotional Intelligence

• Emotions is a motivator to behavior.

• Ex. Women are more affected by emotional
content?
• How to identify emotions?
• EQ- The ability to monitor one's own and others'
feelings and emotions, to discriminate among
them and to use this information to guide one's
thinking and actions (Salovey & Mayer, 1990)
Cont… EQ
• The ability to perceive emotion, integrate
emotion to facilitate thought, understand
emotions, and to regulate emotions to
promote personal growth
• Emotion management refers to the ways in
which people manage and influence their own
feelings and expressions and the ways in
which they influence other people’s feelings
(Totterdell, 2000).
 How to Deal With Emotions?
• Perceiving emotions (Mengenalpasti emosi)
• Using emotions (Menggunakan emosi)
• Understanding emotions (Memahami emosi)
• Managing emotions (Mengurus emosi)
 Attitudes and Self concepts
• An attitude is “a learned predisposition to
respond in a consistently favorable or
unfavorable manner with respect to a given
object”
• Attitude object: physical objects, issues, ideas,
events, people, places
 Attitude
• Attitude – a strong belief or feeling toward
people, things, and situations
• People interpret our attitudes by our behavior
• Employers place great emphasis on attitude
• Employee attitudes affect customer attitudes
• Attitudes are primarily developed through
experiences
• It can be changed
 Attitudes (Cont.)
• Parts of an attitude
– Cognitive: perceptions and beliefs about an
attitude object
– Affective: feelings about an attitude object
– Behavioral intentions: how the person wants to
behave and what a person says about an attitude
object
 Attitudes (Cont.)
• Attitude change
– Something persuades the person to shift his or her
attitudes (persuasive communication)
– Norms of a social group can affect a person’s
attitude (social norms)
– Person becomes uncomfortable with some
aspects of her or his beliefs (cognitive dissonance)
 Attitudes and Job Satisfaction
Job satisfaction: a set of attitudes toward work

• High Job  Low Job

Satisfaction
Satisfaction  Absenteeism

– Lower absenteeism increases

– Less turnover  Greater turnover

– Punctuality  Slowdowns and

– Job dedication strikes

 Theft and sabotage
– Good Org.
 Low performance
performance
25
Six Job Satisfaction Determinants

The work
itself

Growth and Pay

upward mobility Job

Satisfaction
Coworkers Supervision

Attitude toward work

26
 Self-Concept
• Self-concept – your overall attitude about
yourself
• Also called:
– Self-esteem
– Self-image
• Self-concept includes perceptions about several
aspects of oneself
• Having a positive self-concept is part of
emotional intelligence
 Self Esteem
• A person’s overall sense of self worth or personal value
• Your opinion of yourself
• High self esteem is a good opinion of yourself & low self
esteem is a bad opinion of yourself
• Self esteem is influence by:-
1) Job
2) Self image
3) Personality
4) How do we see our strengths & weaknesses
5) Social status
 Self-Efficacy
• Self-efficacy – your belief in your capability to
perform in a specific situation
• Self-efficacy affects your-
– effort
– persistence
– expressed interest
– the difficulty of goals you select
 Johari’s Window of Self
OPEN SELF BLIND SELF
information that characterizes others know, but you don’t
me: information, behaviors, know about yourself
attitudes, feelings, motivations e.g: habits (rubbing your nose
e.g: name, age, sex, religion, when you’re angry), your
grade, favorite baseball team, defense mechanisms,
etc. expressions, etc.
HIDDEN SELF UNKNOWN SELF
information you know about represents truths that exist but
yourself but keep to yourself. that neither you nor others
e.g: secrets know, we learn through
dreams, psychological tests or
therapy
 Attribution Theory
• Attribution – the perception of the cause of
behavior as being internal or external
– Internal behavior – is within the control of the
person
– External behavior – is out of the person’s control
• Attribution theory is how we perceive the
causes of behavior, which in turn affect our
subsequent choices and behaviors.
 General Guidelines to Improve Your Self-
Concept
1. View mistakes as learning experiences
2. Accept failure and bounce back
3. Control negative behavior and thoughts
4. Use any religious or spiritual beliefs you have
that can help you develop a more positive
self-concept
 Intrapersonal Communication

• Communicating with oneself

• Thinking
• Self-talk

“…the self is not something that one finds. It is

something that one creates.”
Thomas Szasz
 What Is Intrapersonal Communication?

Intrapersonal communication skills are:

• communications that occur within a person's own mind.
• positive internal dialogue, occurring within the mind.
• Meditation, prayer, visualization and affirmations are amongst
the intrapersonal techniques.
• the process of talking to oneself, we all have constant internal
dialogues going on within ourselves either consciously or
subconsciously
• Vital roles in determining our self-esteem and self-perception.
• Apply to yourself, it will improve your confidence and therefore
your quality of life.

Comm. skills/10thAPR2013/DADJU 34
 Who are you?
• In one word describe yourself.
• In three words describe yourself.
• In ten words describe yourself.
• Was one word hard?
 Questions:
• Do you ever wish you could be someone else?
• Why?
• Do you think societies play a role to help raise
your self esteem?
• Why?
 Do you…
• Do you talk to yourself?
• Do you have thoughts in your head?
• Do you judge people before you meet them?
• Can you tap into how you are feeling?
• YES. You do all of these things. This is called
intrapersonal communication.
EVERY ACTION WE TAKE IS ACTUALLY A REFLECTION OF
OUR PERSPECTIVE

•The Way We Use Our Time,

Money And Energy
•With Whom We Normally
Socialize Or Get Along With
•What Kind Of Food We Eat
•What Kind Of Books We
Read
•What Kind Of Activities We
Give Priorities
•How We Communicate With 38
 Motivation
• What is motivation?
• What is the importance of motivation towards
quality of work life?
 Motivation

• Motivation defined:
– Internal state
– Arouses, directs, maintains behavior
• Intrinsic / Extrinsic
• Locus of causality

Copyright 2001 by Allyn and Bacon

 APPROACHES TO MOTIVATION
1) Behavioral Approach
• Rewards are consequences of behaviors
• Incentives encourage or discourage
behaviors

Copyright 2001 by Allyn and Bacon

2) Humanistic Approaches
• Third force psychology
• Emphasis on personal choice
• Needs
• Self-actualization / Self-determination
• Maslow’s hierarchy of Needs

Copyright 2001 by Allyn and Bacon

 Maslow’s Hierarchy
Self-
Being (growth)
Motivation increases Actualization Needs
as needs are met Need
Aesthetic Needs

Need to know & Understand

Motivation Esteem Needs Deficiency

decreases Belongingness & Love Needs Needs
as needs
are met Safety Needs

Physiological Needs

Copyright 2001 by Allyn and Bacon

Copyright 2001 by Allyn and Bacon
 3) Cognitive Perspective
• Attribution theory
• Perceived cause of successes or failures
– Locus
– Stability
– Responsibility
• Attributions in the classroom
• Teacher actions influence student attributions
• Expectancy X Value Theory

Copyright 2001 by Allyn and Bacon

Copyright 2001 by Allyn and Bacon
End of Chapter 2
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