Building interpersonal relationships

at work

Maipú 474 5º F - Buenos Aires - Argentina

Tel/Fax: (54-11) 5199-0070

www.sh-international.com

info@silviahaskler.com

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Goals

To communicate in a professional, friendly/courteous manner

To ensure the message is clear, organized and relevant

To ensure the requests for information are specific

To emphasize the importance of building meaningful interpersonal relationships

To develop a positive interaction attitudes with internal and external customers, and to your own self.

Ultimate objective: to help you develop resources to deal with (conflictive, difficult) work situations. To achieve personal and professional development which in turn, will benefit the organization.

Organizations and people-orientedness

Quality of customer service and appropriate demeanor.

Characteristics of a superior service.

Conveying a positive and helpful attitude.

Analyzing, breaking down and understanding your other people’s needs / desires.

Conveying effective messages

Dealing with difficult situations and complaints.

Improving relationships, specifically the internal customer-supplier of critical information.

Encouraging trust and cooperation

Using the right communication techniques

Learning the importance of (constructive) feedback

Identifying your personal contribution to a good service

Interpersonal Relationships at work

Developing online interpersonal Skills

Communicating via e-mail

Benefits of effective writing

A few guidelines for effective writing

Feedback and error analysis

Signposting

Use of intensifiers and softeners

Relevance of word choice

Listening

Active listening / analyzing / breaking down / understanding. Not only in terms of “type of customer” or any predetermined category but at an interpersonal level. With the unique individual we are communicating with

To really understand people and give one’s best in meeting today’s increasingly rising performance standards, developing quality interpersonal relationships must feel valued

Don’t miss any opportunity to listen to your customers, superiors and fellow colleagues

Provide mechanisms build communication bridges

RespectA key concept in achieving good interpersonal relationships is respect. It involves,

Respect for the customers’ time and wit

Respect for uniqueness and diversity

Respect for their needs

Respect for your task, and the organization as a unit

Trust

Trust: etymologically associated with truth and major normative concepts including relying upon others

Related to bastions of a good society and thus, good organizations: justice, truth, faith and confidence

The cohesive force that binds people together and has consequences in all social domains.

Generating trust is a critical factor in the success of companies, individuals and society at large. On the contrary, suspicion and mistrust are lethal to all social relationships.

Establishing great relationships based upon trust, commitment and credibility are key to succeeding in today’s world

There are inborn trustful and trustworthy people, skills which are developed in their early childhood. Such skill, however, can also be learned.

Responding

Always get back to people / answer their queries

Respond with results, not with descriptions of ongoing processes and / or excuses

Avoid engaging into false promises

Never lie

Plan ahead, manage your resources and meet your deadlines

Follow-up

Feeling good? Provide a superior service

“Go that extra mile”

Look at your standards. What are your benchmarks of best practice? What is acceptable?

Be helpful

Don’t be afraid of complaints, but anticipate conflict. Let the complaint reveal itself and listen carefully

Avoid easy fixes; don’t use frills to compensate or disguise deficiencies. Never accept “it is good considering…”; make sure there are no excuses

Avoid feelings of guilt; encourage responsibility and accountability instead

What would you do if you feel there is no solution? Share with others – learn to ask for help / advice

Conflict in interpersonal relationships

Interpersonal conflict is a disagreement between connected individuals who each want something that is incompatible with what the other wants.

Conflict is neither good or bad. It is part of our lives. The importance lies on the way we handle it.

Some of its sources: DistressPoor or lack of communicationUnmet needsLimited resourcesDifferences in values, beliefs and life choices

It affects: In the relationship with customer(s), peers, superiors and/or subordinates. On your feelings and emotions On the task, the group and the organization.

Resources and strategies to

cope with and solve conflict

Define the conflict by recognizing the interests of all parties involved as well as the other person and your own desires, needs, concerns, fears and hopes

Learn how to identify the most feasible solutions

Have an available Plan B

Be ready to listen

Commit yourself

Gather key information

Put yourself in the other person’s shoes

Set clear objectives

Know yourself and analyze your response and behavior

Be resilient

Tips for superior interpersonal

relationships

Create forums for information sharing

Practice proactive information sharing

Generate, or contribute to, an environment in which status is accorded to those who share freely and don't build walls

Promote teamwork and team spirit