Effective HR & WE-2

8/10/2019 Effective HR & WE-2

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OBJECTIVES

At the end of the course, the participants

will be able to:

– Recognize the value of communication;

– Identify strategies on how to deal with

different personalities; and

– Recognize the value of work and human

relations in the workplace.



Course Outline

• Managing Your Self Concept

– Your Self Concept

– The 3 Dimensions of Self Concept

– Developing a Positive Self-Concept• Enhancing the Habits of Interpersonal

Effectiveness

– Value of Communication• What is Communication

• The Communication Process

• Barriers to Communication



– Developing Tolerance and Empathy

• Listening Defined

• Tips to Become an Effective Listener

• Definition of Feedback

• Guidelines for Giving Effective Feedback in a

Filipino Setting

• Effective Feedback Formula• Communication Response Style

Course Outline



• Creating the Synergy of Interdependence – Characteristics of High Performing Teams

– Resolving Conflict and Dealing With Difficult People

• The Value of Work

– Work Values and Work Ethics

– Examples of Work Ethics

• Managing Stress in the Workplace

– Stress – Symptoms of Stress

– Causes of Stress

– Tips on Managing Work Stress

Course Outline



MANAGING YOUR

SELF CONCEPT



• Is the way you view yourself.

• Is made up of how we assess

ourselves, how we see our personality

and how we rate our skills and abilities.

Self-Concept



THREE DIMENSIONS OF

SELF-CONCEPT

SELF IMAGE

Refers to all our perceptions andfeelings about our worth with regard

to physical and social appearance.



THREE DIMENSIONS OF

SELF-CONCEPT

SELF-CONFIDENCE

Refers to all our perceptions andfeelings about our worth with

regard to our capabilities.



SELF ESTEEM

Refers to all our perceptions and feelingsabout our worth with regard to our

belongingness.

THREE DIMENSIONS OF

SELF-CONCEPT



SIX MAJOR FACTORS WHICH

INFLUENCE OUR SELF CONCEPT

• Parenting style

• Interaction

• Education

• Culture

• Experiences

• Self-Talk



Developing a Positive Self-Concept

• Recognize the internal critic and realize whatpain the critic helps you avoid.

• Challenge the internal critic then use healthier

ways of achieving the critic’s purposes. • Do an honest self assessment. List your

positive and negative traits.

• Have the serenity to accept the things thatcannot be changed. Understand and accept

your permanent weaknesses; accept the past.



Developing a Positive Self-Concept

• What are the ways to build self esteem?

• Write a list of your more important positive

traits. Repeat them frequently with feeling.

• Self help books, support or growth groups, and

insight techniques offer a variety of esteem

building methods.



ENHANCING THE HABITS OF

INTERPERSONAL EFFECTIVENESS



WHAT IS COMMUNICATION?

The process of imparting or transmitting

messages, ideas, feelings, etc. to other

people with the end of being understood

through a feedback mechanism.



COMMUNICATION PROCESS

SenderReceiver

Message

Feedback



Barriers to Communication

• Semantics

• Language and Cultural Barriers

• Emotions

• Attitudes

• Role Expectations

• Gender-Specific Focus

• Nonverbal Messages



DEVELOPING TOLERANCE

AND EMPATHY



LISTENING

The high art of paying attention.

Involves the full capacity of our mind, body

and spirit not only to receive the messages

sent but also to discern the meanings

behind them.



TIPS ON BECOMING

AN EFFECTIVE LISTENER

• Pay attention.

• Show that you’re listening. • Provide feedback.

• Defer judgment.

• Respond appropriately.



Feedback

is the response of a receiver

to a sender’s message

may be verbal or nonverbal



BENEFITS OF FEEDBACK

• Reduces uncertainty

• Solves problems

• Builds trust• Can strengthen relationships

• Improves work quality



Guidelines for Giving Effective Feedback

in a Filipino Setting

• Psychological and emotional readiness

• Well-timed

• Source of feedback

• Oversensitive nature of Filipinos

• Freedom to respond

• Freedom to decide



Guidelines for Giving Effective Feedback

in a Filipino Setting

• Assured acceptance

• Degree of familiarity

• Minimize outright/direct confrontation

• Present positive feedback first

• Resolve issue completely



EFFECTIVE FEEDBACK

Mention

situation Behavior Effect on Me/Task/

Relationship

+ +



Communication Response Style




Emphatic Response

is a non-judgmental reply that captures the

essential theme and or/ feeling expressed.

reflects positive attitude, makes the

communication a two-way exchange.

fosters respect, rapport, trust andunderstanding.




Critical Response

expresses judgment or evaluation that the

other person often perceives as a put-down. increases the emotional level of the other

person who feels turned off, labeled, and

thus may choose not to respond.




Searching Response

asks for additional information. helps to get to the root of a problem.

may be inappropriate at times, too many

questions can be felt as interrogation.



















CREATING THE SYNERGY OF

INTERDEPENDENCE



7 Characteristics of High

Performing Team

• Purpose and Values

• Empowerment

• Relationships and Communications

• Flexibility

• Optimal Productivity

• Recognition and Appreciation

• Morale



CONFLICT

• A clash between incompatible people,

ideas, or interests.



ICEBERG OF CONFLICT



Handling and Coping with Difficult People

• The Bully – Bullies find ways to manipulate or control others. They

are pushy, ruthless, loud, and forceful and tend tointimidate you with in-your-face arguments. Theyassume that the end justifies the means.

Strategy: Keep your cool. Immediately respond calmlyand professionally to let the bully know you are not atarget: “When you’re ready to speak to me with respect, I’ll

be ready to discuss this matter.” Walk away from a rantingbully. Ask the bully to fully explain what he or she is tryingto say or do, and then paraphrase your understanding forthe bully’s real intentions.




• The Backstabber – They present themselves as your friend but do

everything in their power to sabotage your relationships

with your supervisors, co-workers, and clients. They use

tactics such as withholding information from you andthen suggesting to others that you are incompetent,

witless, and worthy of demotion.

Strategy: Once you’ve discovered your saboteur, tell keypeople that the person is, in fact, not a friend, which takes

power from the backstabber and reveals the smear

campaign.




• The Whiner – They wallow in their woe, whine incessantly about the

injustices that surround them, and carry the weight of the

world on their shoulders.

Strategy: Listen and write down their main points.

Interrupt and get specifics so you can identify and focus on

possible solutions. If they remain in “it’s hopeless” mode,

walk away saying, “Let me know when you want to talkabout a solution.”




• The Jerk – They tend to be self-centered, arrogant, manipulative,

and goal-oriented. They trust no one and refuse to

collaborate with others. They may take pot-shots at you

during meetings, but avoid one-on-one confrontations.They lack empathy, but can be great sweet-talkers to the

boss.

Strategy: They do not respond to normal pleas to changetheir behavior, so just back off. Do not take their bait, limit

your contact with them, avoid conflict when possible, and

always be on guard.




• The Know-It-All – They will tell you what they know, but they will not bother

listening to your “clearly inferior” ideas. Often, they really

don’t know much, but they don’t let that get in the way.

They exaggerate, brag, and mislead.

Strategy: Acknowledge their expertise, but be prepared

with your facts. Use “I” statements, such as “From what

I’ve read and experienced…”




• The Nebbish – When faced with a crucial decision, they keep putting it

off until it is too late and the decision makes itself, or they

say yes to everything but follow through on nothing.

Strategy: Help them feel comfortable and safe in their

rate decisions to move forward and stay in touch until the

decision is implemented. Arrange deadlines and describe

the consequences that will result when they complete thetasks and what will happen if they don’t.




• The Exploders – They throw tantrums that can escalate quickly. When

they blow their tops, they are unable to stop. When thesmoke clears and the dust settles, the cycle beginsagain.

Strategy: When an explosion begins, assertively repeatthe individual’s name to get his or her attention, or repeat aneutral comment such as “Stop!” Calmly address what theysaid in their first few sentences, which usually reveals thereal problem. Give them time to regain self-control.Suggest that they take time out to cool down, and thenlisten to their problems in private.



Conflict Resolution Process

1. Decide whether you have a

misunderstanding or a true disagreement.

2. Define the problem and collect the facts.

3. Clarify perceptions.

4. Generate options for mutual gain.

5. Implement options with integrity.







is a set of values based on hard workand the consistency of effort given tocomplete that work.

Work Ethic



• Work is Dignified

• Work is Satisfying

• Work is Joy and Sorrow

• Work is Relationship

• Work is Scientific• Work is Survival

The Value of Work





Examples of Work Ethics

Teamwork

• Team player

• Always ready to lend a helping hand

to co-workers in need

• Participates actively in group work




Organizational Skill

• Prioritizes tasks

• Manages time

• Flexible in handling change




Productivity

• Completes work on time

• Follows directions and procedures

• Conserves materials

• Keeps work area neat and clean




Appearance

• Wearing appropriate dress

• Good grooming habits

• Good etiquette




Communication

• Displays appropriate verbal and non

verbal communication skills

• Listens to co-workers and/orsupervisor’s directions

• Asks questions when not sure about

something




Respect

• Respects the rights of others

• Does not engage in harassment

• Deals with cultural diversity




Cooperation

• Handles criticism, conflicts, complaints

• Follows chain of command

• Maintains appropriate relationship with

co-workers/supervisors



Managing Stress in the

Workplace



Stress

• Is the response of people to the

unreasonable/excessive pressure or

demands placed on them.



SYMPTOMS OF STRESS

• Physical

– Headaches, constipation, rapid

heartbeat

• Psychological

– Inattentiveness, forgetfulness, poor

concentration, irritability



Causes of Stress

• Organizational factors

• Individual factors

• Job concerning factors

• Extra-organizational factors



Tips on Managing Work Stress

• Recognize warning signs of excessive stress

at work.

• Reduce job stress by taking care of yourself.

• Reduce job stress by priortizing and

organizing.

• Reduce job stress by improving emotional

intelligence.

• Reduce job stress by breaking bad habits.

• Learn how managers or employers can

reduce job stress.



Thank you!

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Effective HR & WE-2