CHAPTER 5 Interpersonal Strategies and Skills Before We

CHAPTER 5 Interpersonal Strategies and Skills

Before We Begin: � Self-Assessment: Conflict Style pg. 130

Objectives In Business: � How do I effectively give feedback? � How do I help or hurt the situation based on my own communication? � How do I predict outcomes in regards to harassment? � What are the issues that lead to conflict at work? � How should I approach conflict? � How can I better negotiate conflict?

What Should I Know… Interpersonal skills are important to success � Ability to work well with others or “people skills” are highly desirable in management and CEO’s and new employees � Diverse careers require interpersonal skills � Interpersonal skills are often considered your EQ (emotional intelligence) or social intelligence �

People Skills Affirm Dignity Showing respect for others “Workplace Dignity” refers to a person’s ability to gain a sense of self-respect and self-esteem from the job and being treated respectfully (treatment, recognition and acknowledgment) � The effects are measurable: increased job satisfaction, self-confidence, increased work effort, better performance, less emotional distress, less job turnover and absenteeism, employee problems, and less lawsuits � �

Enhancing Organizational Climate � Describes the underlying nature of relationships in groups � Positive climates enhance productivity, job satisfaction, and employee willingness to express themselves � Negative or Polluted climates enhance negative feelings and a hostile environment

Sharing Feedback � Giving Praise � Prompt � Specific � Progress as well as Perfection � Intermittently � Relay � Sincerity � Raising Difficult Issues � Use Descriptive “I” Language � Focus on Solving Problems � Be Honest � Show Concern � Demonstrate Equality � Be Open Minded � Offering and Responding to Criticism � Offering: Sender, Topic, Delivery pg. 116 -118 � Responding: Seek Information, Agree, Cooperate pg. 118 -120

Dealing with Difficult People and Situations Incivility- exchange of seemingly inconsequential, inconsiderate words and deeds that violate conventional standards of workplace conduct � Range from insensitive to rude � Can be aggressive � Small discourtesies: interrupting, lateness, lax communication efforts � Can depend on interpretation over intention � Can be affected by power dynamics �

Dealing with Difficult People and Situations � Bullying- intense, malicious, ongoing, and damaging � Bullies are generally in a position of power or authority � Confirmation may be skeptical �Aggression, Criticism, Deviousness, and Gatekeeping � Strategies �Negotiate, Appeal to a third party, Back off, or Reframe

Dealing with Difficult People and Situations � Sexual Harassment (Civil Rights Act or 1964) � Can be individual or collective within the culture �Quid pro quo- this for that �Hostile work environment- any verbal or nonverbal behavior that has the intention or effect of interfering with someone’s work or creating an intimidating, offensive, or hostile environment

Responding to Sexual Harassment � 1. Consider dismissing the incident � 2. Keep a record for future action � 3. Write a personal letter to harasser � 4. Ask for a third party intervention � 5. Use company channels � 6. File a legal complaint

Managing Conflict � Identify Conflict �Topic, Process, Relational Issues, Ego/ Identity Issues � Approaches �Avoiding, Accommodating, Competing, Collaborating, and Compromising � Managing- Negotiating (Win- Lose) �Be Clear �Be Considerate of time, issue, differences �Be Prepared