2.01 Interpersonal Skills

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