Interpersonal Skills in the Workplace Obj. 2.01- Differentiate between positive and negative...
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Transcript of Interpersonal Skills in the Workplace Obj. 2.01- Differentiate between positive and negative...
Interpersonal Skills in the Interpersonal Skills in the WorkplaceWorkplace
Obj. 2.01- Differentiate Obj. 2.01- Differentiate between positive and between positive and
negative interpersonal skills negative interpersonal skills in a variety of workplace in a variety of workplace
settings.settings.
CommunicationCommunication VerbalVerbal
ListeningListening SpeakingSpeaking ReadingReading WritingWriting
Non-VerbalNon-Verbal GesturesGestures PosturePosture Facial ExpressionsFacial Expressions
Components of Effective Components of Effective CommunicationsCommunications
Sender/encoderSender/encoder MessageMessage ChannelChannel
VoiceVoice Written TextWritten Text Visual imagesVisual images
Receiver/decoderReceiver/decoder FeedbackFeedback
Listening and Listening and UnderstandingUnderstanding
Hearing vs. ListeningHearing vs. Listening Effective Listening SkillsEffective Listening Skills
ConcentrationConcentration Avoiding distractersAvoiding distracters Avoiding interruptionAvoiding interruption Asking for clarifying detailsAsking for clarifying details Giving feedbackGiving feedback
Barriers to listeningBarriers to listening InterruptionInterruption Prediction of messagePrediction of message Blocking message due to personal viewsBlocking message due to personal views Inability to hearInability to hear Distracting mannerismsDistracting mannerisms Non-understandingNon-understanding Wandering thoughtsWandering thoughts
Listening and Listening and UnderstandingUnderstanding
Constructive/Destructive Constructive/Destructive FeedbackFeedback
ConstructiveConstructive PrivatePrivate Address behavior- not personAddress behavior- not person SpecificSpecific PromptPrompt PositivePositive Suggest actions to solve problemSuggest actions to solve problem
DestructiveDestructive PublicPublic Address personal characterAddress personal character GeneralGeneral DelayedDelayed NegativeNegative No solutions offeredNo solutions offered
Constructive/Destructive Constructive/Destructive FeedbackFeedback
Importance of FeedbackImportance of Feedback
Prevents costly mistakes/accidentsPrevents costly mistakes/accidents Provides opportunity for improving Provides opportunity for improving
work performancework performance
Routes of FeedbackRoutes of Feedback
Oral/VerbalOral/Verbal Written performance evaluationWritten performance evaluation VisualVisual
Steps to provide Constructive Steps to provide Constructive FeedbackFeedback
TactTact Sandwich techniqueSandwich technique
ComplimentCompliment CriticismCriticism ComplimentCompliment
Positive/Negative Response to Positive/Negative Response to FeedbackFeedback
PositivePositive Make sure you understandMake sure you understand Identify the solutionIdentify the solution Take actionTake action
NegativeNegative DefensivenessDefensiveness DenialDenial Emotional DisplayEmotional Display
Potential ConflictsPotential Conflicts Reactions in a conflictReactions in a conflict
NegativeNegative PositivePositive
Communication in conflict Communication in conflict situations/”I” statementssituations/”I” statements I feel _______________I feel _______________ When you _______________When you _______________ Because __________________Because __________________ And I want __________________And I want __________________
Positive/Negative Reaction to Positive/Negative Reaction to ConflictConflict
Conflict resolution modelConflict resolution model Define the problemDefine the problem Suggest possible solutionsSuggest possible solutions CompromiseCompromise Seek mediation if not resolvedSeek mediation if not resolved
Positive/Negative Reaction to Positive/Negative Reaction to ConflictConflict
Techniques to Positively Techniques to Positively Manage AngerManage Anger
Self-awarenessSelf-awareness Understand othersUnderstand others
EmpathyEmpathy TactTact
Management strategiesManagement strategies
Effective and Ineffective Effective and Ineffective handling of Complaintshandling of Complaints
Ineffective handlingIneffective handling Effective HandlingEffective Handling
Ask for an informal meetingAsk for an informal meeting File a complaint properly in a letterFile a complaint properly in a letter Turn to outside agenciesTurn to outside agencies
Treatment of Co-WorkersTreatment of Co-Workers
EtiquetteEtiquette Privacy practicesPrivacy practices GossipGossip ProfessionalismProfessionalism Avoid comparisonsAvoid comparisons
WorkloadWorkload SalarySalary Treatment of co-workersTreatment of co-workers
Ethical and Unethical Ethical and Unethical BehaviorBehavior
What's RightWhat's Right
What's WrongWhat's Wrong
Effectively Handling a Effectively Handling a ProblemProblem
Identify the problemIdentify the problem Collect and analyze dataCollect and analyze data Consider possible solutionsConsider possible solutions Choose best optionsChoose best options Implement the planImplement the plan Observe, evaluate and adjust the Observe, evaluate and adjust the
planplan
Actions the Demonstrate Actions the Demonstrate RespectRespect
Diversity Trends in the USDiversity Trends in the US LanguageLanguage DisabilityDisability ReligionReligion GenderGender AgeAge
Benefits of DiversityBenefits of Diversity Encourage Respect for DiversityEncourage Respect for Diversity
DiscriminationDiscrimination BasisBasis
SexSex RaceRace ColorColor Natural OriginNatural Origin LanguageLanguage ReligionReligion DisabilitiesDisabilities AgeAge Sexual OrientationSexual Orientation AppearanceAppearance
Laws that Protect Employees Laws that Protect Employees from Discriminationfrom Discrimination
Fair Labor Standards ActFair Labor Standards Act Equal Pay ActEqual Pay Act 1964 Civil Rights Act1964 Civil Rights Act Age Discrimination in Employment Age Discrimination in Employment
Act of 1967Act of 1967 Etc....Etc....
Leadership StylesLeadership Styles
AutocraticAutocratic authoritarianauthoritarian
DemocraticDemocratic participatoryparticipatory
Laissez FaireLaissez Faire Laid-back-go with the flowLaid-back-go with the flow