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12. interpersonal skills
This document summarizes key interpersonal skills including building positive relationships through communication, praise, and dealing with criticism constructively. It also outlines approaches to managing conflict such as avoiding, accommodating, competing, collaborating and compromising. Finally, it discusses negotiating skills and different negotiation styles like bargaining, lose-lose, compromise, and win-win approaches.
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12. interpersonal skills
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- 2. Layout • Building Positive Relationships – Communication climate – Giving praise • Dealing with Criticism – Offering constructive criticism – Responding non-defensively to criticism • Managing Conflict – Approaches to conflict – Handling conflict • Negotiating Skills – Negotiation styles and outcomes – Which negotiation style to use
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- 4. Communication Climate • Quality of personal relationships in an org. – Respected, trust one another, appreciated • Individual relationships have microclimate – Feelings about tasks and each other • People believe they are valued – Positive climate – Messages that express feelings of value: confirming – vs. disconfirming
- 5. Ways to promote “confirming” climate Use descriptive “I” language Focus on solving problem, not controlling others Be honest: don’t manipulate Show concern for others Demonstrate an attitude of equality Listen with an open mind
- 6. Giving Praise (tips) Make praise specific Praise progress, not just perfection Praise intermittently Relay praise Praise sincerely
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- 8. Offering Constructive Criticism • Consider the content • Consider the context – Limit c. to one topic – Deliver remarks as part – Make sure c. is accurate of a positive relationship – Define the problem – Accept partial clearly responsibility of problem – Show how your c. can – Accompany your c. with benefit recipient an offer to help • Consider the sender • Consider the delivery – Choose most credible – Deliver c. in a face- critic saving manner – Make sure criticism is – Avoid sounding appropriate to critic’s judgmental role
- 9. Responding non-defensively to C. • Seek more information – Ask for examples or clarification – Guess about details of the c. – Paraphrase the critic – Ask what the critic wants • Agree with the criticism – Agree with the facts – Agree with the critic’s perception
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- 11. Benefits Ventilate frustrations Solve troublesome problems Promote group loyalty and cohesiveness Make progress towards mutual goal Draw people closer
- 12. Approaches to conflict • Avoiding – Physical or psychological • Accommodating – Giving up your original position • Competing – Bargaining approach, power-based approach • Collaborating – Working together to resolve conflict, assuming possible • Compromising – Each party sacrifices something.. Middle-range
- 13. Handling Conflict Assertively • Prepare: – Identify the goal you are seeking – Choose the best time to speak – Rehearse the statement • Deliver: – Pinpoint the specific behavior – Explain your reaction – interpretation, feelings – Make a request – Describe the consequences – tangible, intangible
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- 15. Approaches Bargaining assumption that only one side can reach its goals Done out of self-defense or conflict Info about other party is most powerful asset Lose-Lose Compromise When disputed resources are limited or scarce Win-Win Steps: identify needs, brainstorm, evaluate alternatives, implement, follow-up
- 16. Which Style toUse Win-Win or Bargaining? Cooperation vs. competition Power vs. trust Distorted vs. open communication Self-centered vs. mutual concern