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Chapter 5 - Interpersonal Skills

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by

Alyssa Fazio

on 4 October 2012

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Transcript of Chapter 5 - Interpersonal Skills

By Alyssa Fazio & David Pilman Interpersonal
Skills Survey of 1,000 personnel directors showed that "the ability to work with others" was the MOST desirable characteristic in employees

Good interpersonal communication is important in ALL work environments Building Positive Relationships Confirming vs. disconfirming messages
Descriptive "I" language vs. "you" language
Problem-oriented messages
Honesty instead of manipulation
Equality
Displaying concern
Keep an open mind Communication Climate Praise promptly
Make praise specific
Praise progress, not just perfection
Praise intermittently
Relay praise
Praise Sincerely Giving Praise In the real world, criticism is a fact of life.

Criticism pollutes the communication climate between people. Dealing with Criticism The way you present your comments can make the difference between their being accepted and considered or being disputed and rejected Offering Constructive Feedback Offering Constructive Feedback Consider the:
content
limit criticism, be accurate, define it, show benefit of it
relational climate
acknowledge the positives, offer to help
delivery
do it in private, avoid sounding judgmental Common responses: fight or flight Responding to Criticism Conflict is unavoidable; the ability or refusal to face problems can lead to job-hopping.

The problem ISN'T the conflict itself, but rather the WAY in which it is handled. Managing Conflict It can be about...
The topic at hand
compensation, scheduling, budgeting
The process
how work is divided, making decisions
Relational Issues
respect, control
Ego/Identity Issues
fairness, honesty, commitment What are conflicts about? Avoiding
Accommodating
Competing
Collaborating
Compromising

There are pro's & con's for each. Approaches to Conflict Negotiation strategies and outcomes
win-lose approach, lose-lose outcomes, win-win outcomes
Prepare to negotiate first, then conduct the negotiation Handling Conflicts Constructively "quality of personal relationships in an organization" Unpleasant communication traits: controlling, distracting, displaying unprofessional behavior "If Nothing Bad Is Ever Said, Nothing Good Will Ever Get Done" Instead...
Seek more information
Examples, details, paraphrase the critic
Agree with the criticism
Agree with the facts, agree with the critic's perception, find a common ground
Work for a cooperative solution
State your point of view, focus on a solution Negotiation: when two or more parties discuss specific proposals to find a mutual agreement We discussed:
How to promote positive relationships
How to give praise
How to offer feedback & respond to criticism
How to approach & handle conflict by negotiating Review
Full transcript