Chapter 13 Interpersonal Relationships at Work SECTION OPENER / CLOSER INSERT BOOK COVER ART Chapter 13 Objectives Interpersonal Relationships at Work

ChapterChapter 1313 Interpersonal Relationships at Work

SECTION OPENER / CLOSERINSERT BOOK COVER ART

Chapter 13 ObjectivesChapter 13 ObjectivesInterpersonal Relationships at WorkInterpersonal Relationships at Work


Section 13.1

Your Personal Traits at Work

Applying Interpersonal Skills

Section 13.2


CHAPTER OBJECTIVES

Work effectively with a variety of coworkers by recognizing and developing positive and respectful personal traits.

Understand and practice effective methods of conflict resolution.

continued


CHAPTER OBJECTIVES

Appreciate and increase sensitivity to diversity in the workplace.



End of Chapter 13 ObjectivesEnd of Chapter 13 ObjectivesInterpersonal Relationships at WorkInterpersonal Relationships at Work



Section 13.1Section 13.1Your Personal Traits at WorkYour Personal Traits at Work


WHAT YOU’LL LEARN

How to recognize and develop personal traits that will enable you to get along with others in the workplace

continued


WHAT YOU’LL LEARN

Methods for developing behaviors that will make you a more effective coworker


Your ability to demonstrate the personal traits and behaviors that employers and employees desire will greatly affect your success in the workplace.

WHY IT’S IMPORTANT


tactempathize

KEY TERMS


If you develop good interpersonal relationships with your coworkers, you’ll enjoy your time at work more.

By showing a willingness to cooperate, you’ll receive cooperation in return.

Your Personal Traits at WorkYour Personal Traits at Work


The following traits are important in the workplace:

Important Personal TraitsImportant Personal Traits

responsibility, including dependability and positive motivation;

self-esteem, including confidence;

continued


sociability, including friendliness, enthusiasm, adaptability, and respect for others;

integrity/honesty, including loyalty and trustworthiness; and


continued


self-management, including self-control and tact.


Tact is the ability to say things in a way that will not offend other people.


Your success at work is an important factor in your overall well-being.

Success is only attainable with the right personal qualities.



Self-awareness is your knowledge of your personality and individuality.

If you are self-aware, you know not only your strengths, but also the traits you need to improve.

Self-Awareness on the JobSelf-Awareness on the Job


Understanding your own unique blend of qualities helps you adjust to new work situations and get along well with others.

Self-Awareness on the JobSelf-Awareness on the Job


Four steps to self-improvement are to:

Improving Your Personal TraitsImproving Your Personal Traits

1. Zero in on one trait at a time.2. Draw up a plan and stick to it.3. Keep track of your progress.4. Move on to the next trait.


By developing your positive traits, you will get along better with your coworkers.

By getting along better with your coworkers, you will be more effective at your job.

Becoming an Effective CoworkerBecoming an Effective Coworker

continued


By being more effective at your job, you will advance more rapidly in your career.



Effectiveness comes about when workers cooperate with one another.



To be an effective coworker, you need:


respect,understanding,communication, andgood humor.


Mutual respect is the foundation of cooperation.

The “I’m-better-than-you” attitude, the idea that you are superior, undermines cooperation.

Respecting OthersRespecting Others


Workers who become jealous of their coworkers view them as rivals.

Jealous workers withhold respect and cooperation.



A jealous worker refuses to admit that coworkers may have worked more effectively and deserve raises or promotions.



You can develop understanding by taking an interest in your coworkers’ goals and personal traits, and by empathizing with them.

Understanding OthersUnderstanding Others


To empathize is to see someone else’s point of view and to imagine yourself in his or her situation.



Pay attention to your coworkers’ body language.

Be alert to facial expressions, which often give clues to people’s inner feelings.



How you listen is as important as what you say.

If you don’t listen well, you won’t benefit from being part of a team.

Communicating with OthersCommunicating with Others


Good communication also means sharing information.

To keep projects running smoothly, convey information promptly and clearly.



Communicating does not mean talking about your private life.

Leave personal issues at home.



Your sense of humor can carry you—and your coworkers—through times of stress.

Your sense of humor can unite a team and make people feel better about themselves.

Keep Smiling!Keep Smiling!

ChapterChapter 1313 Interpersonal Relationships at WorkGraphic Organizer13.1

Chapter 13 • Interpersonal Relationships at Work Succeeding in the World of Work

Being an Effective CoworkerBeing an Effective Coworker

RespectOthers

RespectOthers

UnderstandOthers

UnderstandOthers

KeepSmilingKeep

Smiling

CommunicateWith

Others

CommunicateWith

Others


ETHICS in Action

Approaching Your SupervisorYou work the late shift at a customer service center, where you receive incoming calls from customers about their credit card accounts. The other two workers on your shift are best friends, and they take frequent breaks together and leave you alone to answer all of the calls. continued


ETHICS in Action

Approaching Your SupervisorYou’ve tried to talk to them, but they haven’t changed their behavior. Because your supervisor isn’t around at night, he doesn’t know what’s happening.

continued


ETHICS in Action

Approaching Your Supervisor

THINK ABOUT ITHow will you approach your supervisor about your coworkers?


Keep your work area neat and organized.Limit personal phone calls and e-mail.Plan your day’s schedule, keeping in mind any meetings or duties that will interrupt your work time.

CAREER CHECKLISTTo Be an Effective Coworker…

continued


Complete the most important work first—don’t get caught up in minor details.Avoid procrastinating—it may prevent you from producing top-quality work on schedule.Tackle one task at a time, and don’t get sidetracked.

CAREER CHECKLISTTo Be an Effective Coworker…


Key Concept CheckpointComprehension

1. Describe a situation in which you effectively applied important personal qualities. What did you learn from this experience?

continued

SECTION 13.1 REVIEW



Section 13.2Section 13.2Applying Interpersonal SkillsApplying Interpersonal Skills


WHAT YOU’LL LEARN

Proper workplace etiquette and how to practice it

Strategies for resolving conflicts smoothly and effectively

continued


WHAT YOU’LL LEARN

How to appreciate and increase sensitivity to diversity in the workplace


Coworkers and employers will base their opinions of you on the behaviors and attitudes you display in the workplace.

WHY IT’S IMPORTANT


etiquetteconflict resolutiondiversitystereotype

KEY TERMS


Etiquette is good manners: It’s the rules of polite behavior in dealing with other people.

Applying Interpersonal SkillsApplying Interpersonal Skills


Greet your coworkers when you come to work.Address people by name.Don’t interrupt private conversations.Avoid tying up equipment that other people may need to use.

Be CourteousBe Courteous


Wear neat, clean clothes.Don’t use your wardrobe or hairstyle to attract attention.

Dress AppropriatelyDress Appropriately


Be at work on time.Arrive at meetings promptly.Meet deadlines.If you promise to call someone at a certain time, keep your word.

Be PunctualBe Punctual


Treat electronic communication as you would treat private mail.Don’t read or listen to any form of communication unless it is addressed to you.

Faxes, E-Mail, and Voice MailFaxes, E-Mail, and Voice Mail


Respect your coworkers’ private spaces.Never look in a locker, file cabinet, or desk that is not your own.

Shared Office SpaceShared Office Space


Treat your supervisor with the same respect and courtesy that you do your coworkers.

Working with Your SupervisorWorking with Your Supervisor


Deal with any criticism from your supervisor in an objective and professional manner.

Practice initiative instead of asking your supervisor about details that don’t need his or her approval.



Whenever you can, offer help to your supervisor.

Discuss your work-related complaints with your supervisor.


ChapterChapter 1313 Interpersonal Relationships at WorkGraphic Organizer13.2

Chapter 13 • Interpersonal Relationships at Work Succeeding in the World of Work

Workplace EtiquetteWorkplace Etiquette

MANNERS RESPECTPRIVACY

RESPECT YOUR SUPERVISOR

• be punctual• be courteous• dress

professionally

• computers• phone• e-mail• voice mail

• listen to criticism

• practice initiative

• offer to help


Conflict resolution is a problem-solving strategy for settling disputes.

Conflict resolution allows both sides to “save face” and lessen ill-feeling.

Conflict ResolutionConflict Resolution


Conflict resolution focuses on the issues, not the personalities of the people involved.

Prepare for conflict resolution by practicing your communication skills in the disputes you have with your friends.

Conflict ResolutionConflict Resolution


Diversity is variety.

Embracing diversity is one way to discourage conflict at work.

Diversity in the WorkplaceDiversity in the Workplace


Show respect for everyone, regardless of:

Diversity in the WorkplaceDiversity in the Workplace

cultural differences,religious differences,age,gender, orviewpoint.


A stereotype is an oversimplified and distorted belief about a person or group.

Overcoming StereotypesOvercoming Stereotypes


The danger of thinking in stereotypes is that it does not allow for individuality.

It encourages an “us versus them” mentality.



Getting along with a diverse group of people requires:


respect,sensitivity, andcommunication.


Many businesses sponsor diversity training programs to help employees overcome stereotyping.



What’s polite in one society may be rude in another.

Apologize if you are unintentionally impolite.

Cultural DistinctionCultural Distinction


Effective coworkers have equal respect for members of both sexes.

It is wrong—and illegal—to harass anyone because of gender.

Gender DistinctionGender Distinction


As a young person, you may have a different point of view from your elders.

You can bridge the difference by listening carefully and finding points on which you can agree.

Generational DistinctionGenerational Distinction



1. How does technology affect etiquette in the workplace? Give an example.

continued

SECTION 13.2 REVIEW



2. Why is creative thinking an important part of conflict resolution?

continued

SECTION 13.2 REVIEW



3. Why are respect, understanding, and communication especially important in a diverse workplace?

continued

SECTION 13.2 REVIEW


Key Concept CheckpointCritical Thinking

4. What should you do if a coworker shares a racist or otherwise offensive joke with you?

SECTION 13.2 REVIEW



End of Section 13.2End of Section 13.2Applying Interpersonal SkillsApplying Interpersonal Skills

Documents

Chapter 13 Interpersonal Relationships at Work SECTION OPENER / CLOSER INSERT BOOK COVER ART Chapter 13 Objectives Interpersonal Relationships at Work