◼ (2)(D): “Use professional etiquette and protocol in situations such as making introductions, speaking on the telephone, and offering and receiving criticism.”

◼ (2)(E): “Make clear appropriate requests, give clear and accurate directions, ask appropriate and purposeful questions, and respond appropriately to the requests, directions, and questions of others.

◼ (2)(F): “Participate appropriately in conversations.”

◼ (2)(H): “Identify and use appropriate strategies for dealing with differences, including gender, ethnicity, and age.”

Student Will Be Able To: Demonstrate understanding of stereotypes based on the 4 factors that affect peoples perception.

Developing Effective Interpersonal Skills

Small Talk: kind of light, social “chitchat” that initiates a conversation.

• No powerful topics

• Check non-verbal’s from others

• Take the lead

• Ask open-ended questions

◼ Environment: ▪Weather and physical surroundings

◼ Personal Characteristics:▪Name, place of origin, occupation, organizations, etc.

◼ Biography:▪More personal info…not too personal▪Hobbies, interests, likes, dislikes, etc.

◼ Open-Ended Question: a question that is broad in scope, requiring more than a single-word answer such as “yes” or “no”

◼ Closed-Question: A question that requires a very specific answer, often just one word.

◼ A negative evaluation that brings about positive change

1. Describe the facts2. Evaluate the behavior/effects3. Request change4. State the consequences

◼Descriptive: talk that paints a picture of the facts of a situation

◼Evaluative: talk that tells how you

interpret a behavior and how you feel about a situation

Tact:Descriptive EX: Instead of saying “You are acting like a slacker,” you might say

“You rarely offer to do any work other than what is strictly required.”

This lets the person know how to improve behavior.

Evaluative EX:“It seems as if you don’t care much about this job anymore.

Unfortunately, the quality of your work is suffering because of your attitude.”

◼ Repeating a message in your own words

◼Etiquette: established code of behavior or courtesy

◼ There are different forms of etiquette for different contexts in life. Sometimes the code is written and sometimes it isn’t.

Protocol: code of etiquette that is written or prescribed by an organizationThe armed forces are a great example, enlisted personnel are required to salute officers , all personnel

must wear hats outdoors…..

◼The person who deserves the most respect should be named first.

◼Ex: Your boss and a new co-worker▪Respect is shown to the boss▪Mr. Tong, this is our new staff member,

Stacy Adams.

1. Speak clearly and distinctly (no mumbling)2. Identify yourself and your employer3. Be a responsible listener4. Develop a plan when making/answering

phone calls

1. Culture

You assume that your cultural rules, norms, and customs are the “right” way of doing things for you. However, other cultures often can open our eyes to different and perhaps better ways of doing things.

◼2. Ethnicity

◼ Don’t shape your communication to fit some unjust ethnic stereotype. This kind of mass generalization can easily lead to misunderstanding. It can also lead to communication failure. Avoid basing your communication choices on a person’s ethnicity.

◼3. Gender

◼ A common unfair stereotype still exists in some cases in America. An outspoken woman may be viewed by some as overbearing while an outspoken man may be viewed as assertive.

◼ In some Asian or Muslim cultures females are expected to defer to males. Can create difficult work relationships when different countries are communicating.

◼4. Age

◼ Some teenagers tend to be extremely mature, serious, and formal. In the same token, some elderly people are young at heart and up to date on the latest trends.

◼ Your communication choices should not be based on age alone.

◼A stereotype is an unfair and illogical generalization that all people of a certain cultural or ethnic background share certain (usually negative) characteristics.

◼http://www.youtube.com/watch?v=ASDzcvyatgw

https://www.youtube.com/watch?v=XjJQBjWYDTs

◼http://www.youtube.com/watch?v=0gWxHFMog9w

Stereotypes

◼ 1. List as many stereotypes as you can regarding ethnicity, culture, gender, and age. (These can be stereotypes you have or some you have overheard) You are to write as many examples as you can for each factor listed above.

◼ 2. What can you do personally to help make sure unfair stereotypes don’t occur?

◼ Your response must be AT LEAST ONE PAGE