Interpersonal sskill

1. Interpersonal Skills in theInterpersonal Skills in the
WorkplaceWorkplace
Obj. 2.01- Differentiate betweenObj. 2.01- Differentiate between
positive and negativepositive and negative
interpersonal skills in a variety ofinterpersonal skills in a variety of
workplace settings.workplace settings.

2. CommunicationCommunication
 VerbalVerbal
 ListeningListening
 SpeakingSpeaking
 ReadingReading
 WritingWriting
 Non-VerbalNon-Verbal
 GesturesGestures
 PosturePosture
 Facial ExpressionsFacial Expressions

3. Components of EffectiveComponents of Effective
CommunicationsCommunications
 Sender/encoderSender/encoder
 MessageMessage
 ChannelChannel
 VoiceVoice
 Written TextWritten Text
 Visual imagesVisual images
 Receiver/decoderReceiver/decoder
 FeedbackFeedback

4. Listening and UnderstandingListening and Understanding
 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

5.  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 UnderstandingListening and Understanding

6. Constructive/Destructive FeedbackConstructive/Destructive Feedback
 ConstructiveConstructive
 PrivatePrivate
 Address behavior- not personAddress behavior- not person
 SpecificSpecific
 PromptPrompt
 PositivePositive
 Suggest actions to solve problemSuggest actions to solve problem

7.  DestructiveDestructive
 PublicPublic
 Address personal characterAddress personal character
 GeneralGeneral
 DelayedDelayed
 NegativeNegative
 No solutions offeredNo solutions offered
Constructive/Destructive FeedbackConstructive/Destructive Feedback

8. Importance of FeedbackImportance of Feedback
 Prevents costly mistakes/accidentsPrevents costly mistakes/accidents
 Provides opportunity for improving workProvides opportunity for improving work
performanceperformance

9. Routes of FeedbackRoutes of Feedback
 Oral/VerbalOral/Verbal
 Written performance evaluationWritten performance evaluation
 VisualVisual

10. Steps to provide ConstructiveSteps to provide Constructive
FeedbackFeedback
 TactTact
 Sandwich techniqueSandwich technique
 ComplimentCompliment
 CriticismCriticism
 ComplimentCompliment

11. Positive/Negative Response toPositive/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

12.  Potential ConflictsPotential Conflicts
 Reactions in a conflictReactions in a conflict
 NegativeNegative
 PositivePositive
 Communication in conflict situations/”I”Communication in conflict situations/”I”
statementsstatements
 I feel _______________I feel _______________
 When you _______________When you _______________
 Because __________________Because __________________
 And I want __________________And I want __________________
Positive/Negative Reaction toPositive/Negative Reaction to
ConflictConflict

13.  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 toPositive/Negative Reaction to
ConflictConflict

14. Techniques to PositivelyTechniques to Positively
Manage AngerManage Anger
 Self-awarenessSelf-awareness
 Understand othersUnderstand others
 EmpathyEmpathy
 TactTact
 Management strategiesManagement strategies

15. Effective and Ineffective handling ofEffective and Ineffective handling of
ComplaintsComplaints
 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

16. 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

17. Ethical and Unethical BehaviorEthical and Unethical Behavior
 What's RightWhat's Right
 What's WrongWhat's Wrong

18. Effectively Handling a ProblemEffectively Handling a Problem
 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 planObserve, evaluate and adjust the plan

19. Actions the Demonstrate RespectActions the Demonstrate Respect
 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

20. DiscriminationDiscrimination
 BasisBasis
 SexSex
 RaceRace
 ColorColor
 Natural OriginNatural Origin
 LanguageLanguage
 ReligionReligion
 DisabilitiesDisabilities
 AgeAge
 Sexual OrientationSexual Orientation
 AppearanceAppearance

21. Laws that Protect Employees fromLaws that Protect Employees from
DiscriminationDiscrimination
 Fair Labor Standards ActFair Labor Standards Act
 Equal Pay ActEqual Pay Act
 1964 Civil Rights Act1964 Civil Rights Act
 Age Discrimination in Employment Act ofAge Discrimination in Employment Act of
19671967
 Etc....Etc....

22. Leadership StylesLeadership Styles
 AutocraticAutocratic
 authoritarianauthoritarian
 DemocraticDemocratic
 participatoryparticipatory
 Laissez FaireLaissez Faire
 Laid-back-go with the flowLaid-back-go with the flow