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Lesson3
This document is a lesson on interpersonal skills from the USDA Specialty Crops Inspection Division. It covers effective communication, building teamwork, managing conflict, and professionalism. The key points are: effective communication is important for sharing information and building relationships; teamwork leads to cohesive work units and high morale; conflict should be managed constructively to find solutions; and supervisors should model and promote professionalism among their staff. The lesson emphasizes the supervisor's role in developing these skills among employees.
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Lesson3
- 1. Specialty Crops Inspection Division USDASpecialty Crops Inspection Division 2015 Lesson 3 Interpersonal Skills
- 2. “There may beno single thing more important in our efforts to achieve meaningful work and fulfilling relationships than to learn to practice the art of communication.” Max De Pree
- 3. 1. Identify strategiesand benefits of effective communication 2. Explain the characteristics and functions of a team 3. Describe conflict management tactics 4. List the five Keys of Professionalism Lesson Objectives
- 4. • Builds trust,loyalty and respect • Teamwork and effective conflict resolution keep morale high and promote work efficiency • Professionalism is part of providing exceptional customer service, and taking pride in yourself and what you do Effective Interpersonal Skills Benefits
- 5. • Communicate ideaseffectively and persuasively, verbally and in writing • Listen to ideas and concerns of others • Manage conflicts and disagreements in a constructive manner • Build and maintain effective working relationships • Inspire, guide, and motivate others Your Role
- 6. Supervisor Strategies • Communicateeffectively • Encourage teamwork • Manage conflicts • Set the standard for and promote professionalism
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- 8. Oral Written ElectronicVisual Forms of Communication
- 9. Supervisor’s Role Informing • Leaderto leader, leader to employee Influencing • Converting others to a different attitude/behavior Inspiring • Motivating creative/innovative productivity Interacting • Establishing successful working relationships
- 10. Characteristics of Effective Communicators •Awareness • Fully present • Sensitive about how message affects others • Authentic and credible • Open to mutual exchange • Use all types of communication
- 11. Effective Communication Supports OrganizationalGoals: • Sharing information • Clarifying expectations • Making decisions Benefits Personnel: • Creating trust • Increasing morale, efficiency, retention • Generating healthy working relationships
- 12. Communication Strategies • ActiveListening • Non-verbal cues • Speaking • Suspending judgment
- 13. Active Listening • Verbal •Nonverbal • Actively involved “People’s inability to communicate is a result of their failure to listen.” - Carl Rogers
- 14. Non-Verbal Cues Examples: • Withdrawing •Avoiding • Masking • Controlling
- 15. Speaking Clear and directspeech can prevent or correct misunderstandings, and keep discussion on track • Stating goals • Addressing uncertainty • Providing feedback • Correcting course
- 16. Suspending Judgment • Maintainingan open attitude fosters effective communication
- 17. Ineffective Communication Poor communicationcan result in: • Misinterpreted goals • Communication barriers • Conflicts and misunderstandings • Lost productivity
- 18. Communication Barriers Speakers • Speaking“over” or “under” the listener • Adding too much detail • Losing the point • Using contradictory non-verbals, including voice tone and volume
- 19. Communication Barriers Listeners • Listeningjust to break in • Evaluating/making judgments • Not asking for clarification • Focusing on rebuttal • Allowing emotions or beliefs to interfere
- 20. Supervisor’s Role Watch forpoor communication issues Encourage honest two-way communication Promote communication between upper management and employees
- 21. Supervisor’s Role Providing Feedbackthat is: • Specific • Timely • On-going • Descriptive and impartial • Considerate/empathetic • Constructive
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- 25. • Effective workingrelationships • Cohesive workforce • “Ownership” of work process • Keeps morale high • Promotes work efficiency Teamwork
- 26. Team Characteristics • Commongoals • Clear roles • Diverse styles • Complementary skills
- 27. Effective Teams Open communication Civilizeddisagreement Self-assessment Informality Participation Consensus decisions Shared leadership
- 28. Approaches for Team Management Anemergency requires: • Directive leadership • Quick decisions • Thinking on your feet • Trust in team Responsive • Continuous work with team over a period of time • Projects requiring creativity and innovation Planned
- 29. Encouraging Teamwork • Communicatemission, purpose, goals • Reward collaboration and cooperation • Promote participation, diversity, and employee development • Provide feedback • Resolve conflict • Rebuild teams
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- 31. Contributor • Focus: information anddata • Willing to share expertise Contributor: Task Oriented
- 32. • Focus: vision, mission,goals • The “big picture” • Flexible Collaborator Collaborator: Goal Oriented
- 33. • Focus: reachinggoals through participation and consensus • Positive team climate • Encourage conflict resolution Communicator Communicator: Process Oriented
- 34. • Focus: pushingto examine all factors • Willing to disagree, take risks • “Outside the box” Challenger Challenger: Question Oriented
- 35. Activity 2 Team PlayerStyles
- 36. Team Development Stage Characteristics Forming• Examining goals & task boundaries • Questioning methods Storming • Problems of control • Emotional responses Norming • Establishing norms • Developing group cohesiveness Performing • Increased task activity • Increased contribution to group Adjourning • Sense of accomplishment • Sharing results
- 37. Your Role inTeam Development Stage Style Leader’s Role Forming Directing • Provide structure • Establish process/procedure Storming Coaching • Listen to problems • Mediate Norming Supporting • Establish norms • Coach decision making, problem solving Performing Delegating • Provide resources • Remove obstacles Adjourning Facilitating • Disband team
- 38. Effective Meetings Preparation • Considergroup dynamics • Location • Time • Materials needed • Management support
- 39. Tips for EffectiveMeetings • Define purpose • Desired outcomes • Formal/informal • Agenda • Ground rules • Follow-up action • Prepare/distribute meeting minutes
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- 42. “Peace is notabsence of conflict, it is the ability to handle conflict by peaceful means.” Ronald Reagan 40th U.S. President 1911-2004
- 43. Destructive Conflict • Strugglebetween desires/aims • Integration of conflicting desires seems impossible • Defeat of opponent seen as essential
- 44. Destructive Conflict Occurs whenteam members: • Verbally attack/denigrate another team member • React with hostile tone, voice, gestures • Display dismissive attitude
- 45. • Diverts timeand energy • Decreases morale • Polarizes groups • Deepens value differences • Produces irresponsible behavior Destructive Conflict Consequences
- 46. Constructive Conflict Process: 1. Strugglebetween desires/aims 2. Natural consequence of dynamic team 3. Gradually harmonized and integrated
- 47. Constructive Conflict Occurs whenteam members: • Feel free to express opinions • Can disagree with other team members • Recognize that conflict may not be resolved satisfactorily
- 48. Constructive Conflict Consequences • Clarifiesissues • Leads to solutions • Increases involvement and cohesion • Reduces anxiety • Values everyone’s input
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- 51. Unresolved Conflict Leads to: •Lack of cooperation • Growing resistance • Harbored resentment and blatant hostility • Decreased or disrupted productivity • Erosion of trust • Low morale
- 52. • Reduces workplacetensions • Improves relationships • Increases performance • Improves productivity • Contributes to problem solving • Promotes an atmosphere of innovation Successful Conflict Management
- 53. Supervisors manage conflictthrough: The Supervisor’s Role Prevention Resolution Preparation Evolution
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- 56. Flight Avoiding Attempt to distract attentionfrom issue, or ignore it Accommodating Desire to please others at expense of own needs
- 57. Fight Uncompromising Need to standyour ground, be unyielding
- 58. Unite Compromising Meet in themiddle, both parties get some satisfaction Collaborating Desire to satisfy all parties with win-win
- 59. Activity 4 Managing Conflictin Your Workplace
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- 63. What is Professionalism? Higher standards andideals Honorable values Continuous self- improvement
- 64. Why be Professional? Self-esteem,success, and happiness Pride in the excellence of your work Role model for coworkers/superiors Facilitates a culture of moral conduct and accepted (and expected!) behavior
- 65. • Character • Attitude •Excellence • Competency • Conduct Five Keys to Professionalism
- 66. 1. Make acommitment to be a professional. 2. Always do or say what you believe is the right thing to do or say. 3. Look and act professionally. 4. Take pride in your work. 5. Learn your craft, and teach it to others. Ten Rules of Professionalism
- 67. 6. Be accountableand responsible for your actions. 7. Do not tolerate mediocrity. 8. Do whatever you need to do, whenever you need to do it. 9. Do something useful to serve others. 10.Continually invest in your own personal development and growth. Ten Rules of Professionalism
- 68. The Supervisor’s Role Model SetExpectations Recognize Reinforce
- 71. Effective Communication A criticalskill needed for SCI Division supervisors to communicate up and down the chain of command. Strategies include: • Active listening • Speaking clearly and directly • Avoiding communication barriers • Staff feedback that is: • Specific • Constructive • Timely • Ongoing Lesson Wrap Up
- 72. Promoting Teamwork Leads toeffective working relationships within a cohesive staff unit, with high morale and improved work efficiency. Create buy-in by keeping staff informed and involved in decisions that affect them, ask for input, put ideas into practice. Tactics: • Clearly express goals • Reward collaboration • Promote participation and diversity of skills • Resolve conflicts Lesson Wrap Up
- 73. Conflict Management Conflict doesn’thave to be destructive. Constructive conflict is beneficial by clarifying issues and stimulating new ideas for solutions. Supervisors can manage conflict through: • Prevention - explicitly communicating expectations • Resolution - swiftly addressing/resolving issues • Preparation - developing policies addressing conflict • Evolution - learning from their own and other supervisors’ experiences Lesson Wrap Up
- 74. Professionalism Is a CHOICE.Professionals hold themselves to higher standards, with honorable values and the goal to continuously improve. Choose to be a professional, and inspire professionalism among your staff members • Model the 5 Keys: Character, Attitude, Excellence, Competency and Conduct • Set expectations • Recognize and reinforce professional behavior Lesson Wrap Up
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- 76. Thank You! USDA Specialty CropsInspection Division 2015