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2.01 Interpersonal Skills

The document discusses various interpersonal skills important for effective communication and positive interactions in the workplace such as listening skills, providing constructive feedback, resolving conflicts respectfully, and treating coworkers with professionalism and respect. It also addresses leadership styles, discrimination, and laws protecting employees to promote diversity and ethical conduct in the workplace.

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vijay cvijay
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70 views22 pages

2.01 Interpersonal Skills

The document discusses various interpersonal skills important for effective communication and positive interactions in the workplace such as listening skills, providing constructive feedback, resolving conflicts respectfully, and treating coworkers with professionalism and respect. It also addresses leadership styles, discrimination, and laws protecting employees to promote diversity and ethical conduct in the workplace.

Uploaded by

vijay cvijay
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPT, PDF, TXT or read online on Scribd
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Interpersonal Skills in the

Workplace

Obj. 2.01- Differentiate between


positive and negative
interpersonal skills in a variety of
workplace settings.
Communication
 Verbal
 Listening
 Speaking
 Reading
 Writing
 Non-Verbal
 Gestures
 Posture
 Facial Expressions
Components of Effective
Communications
 Sender/encoder
 Message
 Channel
 Voice
 Written Text
 Visual images
 Receiver/decoder
 Feedback
Listening and Understanding

 Hearing vs. Listening


 Effective Listening Skills
 Concentration
 Avoiding distracters
 Avoiding interruption
 Asking for clarifying details
 Giving feedback
Listening and Understanding
 Barriers to listening
 Interruption
 Prediction of message
 Blocking message due to personal views
 Inability to hear
 Distracting mannerisms
 Non-understanding
 Wandering thoughts
Constructive/Destructive Feedback

 Constructive
 Private
 Address behavior- not person
 Specific
 Prompt
 Positive
 Suggest actions to solve problem
Constructive/Destructive Feedback

 Destructive
 Public
 Address personal character
 General
 Delayed
 Negative
 No solutions offered
Importance of Feedback

 Prevents costly mistakes/accidents


 Provides opportunity for improving work
performance
Routes of Feedback

 Oral/Verbal
 Written performance evaluation
 Visual
Steps to provide Constructive
Feedback
 Tact
 Sandwich technique
 Compliment
 Criticism
 Compliment
Positive/Negative Response to
Feedback
 Positive
 Make sure you understand
 Identify the solution
 Take action
 Negative
 Defensiveness
 Denial
 Emotional Display
Positive/Negative Reaction to
Conflict
 Potential Conflicts
 Reactions in a conflict
 Negative
 Positive
 Communication in conflict situations/”I”
statements
 I feel _______________
 When you _______________
 Because __________________
 And I want __________________
Positive/Negative Reaction to
Conflict
 Conflict resolution model
 Define the problem
 Suggest possible solutions
 Compromise
 Seek mediation if not resolved
Techniques to Positively
Manage Anger
 Self-awareness
 Understand others
 Empathy
 Tact
 Management strategies
Effective and Ineffective handling
of Complaints
 Ineffective handling
 Effective Handling
 Ask for an informal meeting
 File a complaint properly in a letter
 Turn to outside agencies
Treatment of Co-Workers
 Etiquette
 Privacy practices
 Gossip
 Professionalism
 Avoid comparisons
 Workload
 Salary
 Treatment of co-workers
Ethical and Unethical Behavior

 What's Right

 What's Wrong
Effectively Handling a Problem

 Identify the problem


 Collect and analyze data
 Consider possible solutions
 Choose best options
 Implement the plan
 Observe, evaluate and adjust the plan
Actions the Demonstrate Respect

 Diversity Trends in the US


 Language
 Disability
 Religion
 Gender
 Age
 Benefits of Diversity
 Encourage Respect for Diversity
Discrimination
 Basis
 Sex
 Race
 Color
 Natural Origin
 Language
 Religion
 Disabilities
 Age
 Sexual Orientation
 Appearance
Laws that Protect Employees from
Discrimination
 Fair Labor Standards Act
 Equal Pay Act
 1964 Civil Rights Act
 Age Discrimination in Employment Act of
1967
 Etc....
Leadership Styles

 Autocratic
 authoritarian
 Democratic
 participatory
 Laissez Faire
 Laid-back-go with the flow

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