Interpersonal Skills in the Workplace

Interpersonal Skills in the Workplace

Interpersonal Skills in the Workplace Obj. 2.01- Differentiate between positive and negative interpersonal skills in a variety of workplace settings. Verbal Communication

Listening Speaking Reading Writing Non-Verbal Gestures Posture Facial Expressions Components of Effective Communications

Sender/encoder Message Channel Voice Written Text Visual images Receiver/decoder Feedback

Listening and Understanding Hearing vs. Listening Effective Listening Skills Concentration Avoiding distracters Avoiding interruption Asking for clarifying details Giving feedback

Listening and Understanding Barriers to listening Interruption Prediction of message Blocking message due to personal views Inability to hear Distracting mannerisms Non-understanding

Wandering thoughts Constructive/Destructive Feedback Constructive Private Address behavior- not person Specific Prompt Positive

Suggest actions to solve problem Constructive/Destructive Feedback Destructive Public Address personal character General Delayed Negative

No solutions offered Importance of Feedback Prevents costly mistakes/accidents Provides opportunity for improving work performance Routes of Feedback Oral/Verbal Written performance evaluation Visual

Steps to provide Constructive Feedback Tact Sandwich technique Compliment Criticism Compliment Positive/Negative Response to Feedback

Positive Make sure you understand Identify the solution Take action Negative Defensiveness Denial Emotional Display

Positive/Negative Reaction to Conflict Potential Conflicts Reactions in a conflict Negative Positive Communication in conflict situations/I statements

I feel _______________ When you _______________ Because __________________ And I want __________________ Positive/Negative Reaction to Conflict Conflict resolution model

Define the problem Suggest possible solutions Compromise Seek mediation if not resolved Techniques to Positively Manage Anger Self-awareness Understand others Empathy Tact

Management strategies Effective and Ineffective handling of Complaints Ineffective handling Effective Handling Ask for an informal meeting File a complaint properly in a letter Turn to outside agencies Treatment of Co-Workers

Etiquette Privacy practices Gossip Professionalism Avoid comparisons Workload Salary Treatment of co-workers

Ethical and Unethical Behavior What's Right What's Wrong Effectively Handling a Problem

Identify the problem Collect and analyze data Consider possible solutions Choose best options Implement the plan Observe, evaluate and adjust the plan Actions the Demonstrate Respect Diversity Trends in the US

Language Disability Religion Gender Age Benefits of Diversity Encourage Respect for Diversity Discrimination Basis

Sex Race Color Natural Origin Language Religion Disabilities Age Sexual Orientation Appearance

Laws that Protect Employees from Discrimination Fair Labor Standards Act Equal Pay Act 1964 Civil Rights Act Age Discrimination in Employment Act of 1967 Etc.... Leadership Styles

Autocratic Democratic authoritarian participatory Laissez Faire Laid-back-go with the flow

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