| A | B |
|---|
| human relations | The skill or ability to work effectively through and with other people. |
| mutual respect | The positive consideration or regard that two people have for each other. |
| communication | The process of giving and receiving through listening and speaking, ideas, feelings, and information. |
| group dynamics | The set of interpersonal relationships within a group that determine how group members relate to one another and that influence task performance. |
| bureaucracy | A formal organization in which each person has specific duties and responsibilities and is assigned to only one supervisor. |
| scientific management | A system based upon scientific and engineering principles |
| Hawthorne Experiment | A five-year study conducted at the Western Electric plant in Hawthorne, Illinois, that showed—among other findings—that workers performed better when someone was paying attention to them. |
| informal organization | The ever-changing set of relationships and interactions that are not formally put together; they form naturally in the workplace. |
| Theories X and Y | Theory X managers see workers as lacking ambition, disliking work, and wanting security above all else. Theory Y managers see workers as enjoying work, able to assume responsibility, and being creative. |
| Total Quality Management (TQM) | An organizational philosophy that quality must be present in the product or service produced and in all support activities related to it. |
