After studying this chapter, you should be able to do the following:

10-1 Discuss the value of trust and communication in organizations. How do the message-sending and the message-receiving processes help improve trust?

10-2 Discuss the primary reason why measuring job satisfaction is so difficult, identify the best tool for getting employees to tell the truth about their level of satisfaction, and list the major determinants of job satisfaction.

10-3 Identify the major labor laws in the United States and the other legal issues in labor relations.

10-4 Briefly discuss the union certification process, the NO TIPS rules for labor elections, and the concept of collective bargaining.

10-5 Briefly discuss what management can do to limit union organizing efforts.

10-6 Identify the five conflict management styles. How is each described in terms of win or lose?

10-7 Describe the negotiation process. Briefly explain the processes of mediation and arbitration and the major difference between the two.

10-8 Discuss recent NLRB rulings dealing with the employer/employee relationship and briefly discuss the issue of union avoidance and suppression.