2.00 evaluate positive interpersonal skills in a variety of workplace settings 2.01 differentiate...
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2.00 Evaluate positive interpersonal skills in a variety of workplace settings
2.01 Differentiate between positive and negative interpersonal skills in a variety of workplace settings
2.02 Apply effective interpersonal skills in a variety of workplace settings
2.03 Critique positive interpersonal skills contributing to effective workplace interactions
2.00 Vocabulary
Accountability: Willingness to take credit and blame for actions. Civil Rights Act of 1964: Gave the government a strong legal
tool to prevent job discrimination; paved the way for equal employment opportunity.
Conflict: A clash between hostile or opposing elements, ideas or forces.
Conflict resolution: A problem-solving strategy for settling disputes.
Constructive criticism: Criticism that is presented in a way that can help you learn and grow.
2.00 Vocabulary
Cross-functional team: A group of people from different departments or areas working together.
Defensiveness: Putting up an emotional guard against negative opinion.
Discrimination: Unequal treatment based on such factors as race, religion, nationality, gender, age, or physical appearance.
Diversity: Variety; the positive result of people in different racial, ethic, and cultural backgrounds working together.
Etiquette: Having good manners in your dealing with people.
2.00 Vocabulary
Ethics: The principles of conduct that govern a group or society. Feedback: A listener’s response that tells a sender that the
message is understood. Functional Team: A group of people form one department or
area working together. Initiative: Doing what needs to be done and doing it without
being told. Integrity: Following a strict code of conduct or standard of
values.
2.00 Vocabulary
Interpersonal Skills: Skills that promote relationships with other people.
Leadership: Inspiring and influencing others. Mediation: To act as an intermediary; to work with opposing
sides in order to resolve a conflict. Memo: An informal correspondence written within an
organization. Negative: Not constructive or helpful.
2.00 Vocabulary
Sexual Harassment: Any unwelcome behavior of a sexual nature.
Stereotype: An oversimplified and distorted belief about a person or group.
Tact: The ability to say and do things in a way that will not offend another person.
Team: A group of people who work together to set goals, make decisions, solve problems, and put ideas into action.
Verbal: Communicating with words.
Objective 2.01
Differentiate between positive and negative interpersonal skills in a variety of workplace settings
2.01 Communication
Why is it important at the work place?
Types of Communication
Verbal– Listening– Speaking– Reading– Writing
Non-verbal– Gestures– Posture– Facial expressions
Effective speaking skills
Speak clearly Speak to the listener(s) Use a friendly tone Use standard English Talk “with” the listener vs. “at” the listener
Of the four types of verbal communication which two are the most important in the workplace?
Reading – Reading is one of the most important because of
the need to read rules and instructions Writing
– Writing is one of the most important because it can reduce misunderstanding if written clearly.
Which are most important?
Telephone etiquette
Answer promptly. Greet caller professionally and pleasantly.
– Name of company/department– Personal name– Offer of assistance
Hold phone at least 1” from the mouth. Do not eat, drink or chew gum. Record message(s).
– Date– Time– Name of caller– Name of person to receive message– Content of message/desired action– Contact number
Public speaking/speeches
When speaking in public who or what should your focus be on???????
The Audience
Nonverbal Communication
Nonverbal communication has the most effect on the understanding of a spoken message.– Gestures– Posture– Facial expressions
If you are at ease, confident, …
your hands might be folded, limp on your lap or on a flat surface.
you might have a smile. your body would be relaxed, possibly tilted
forward toward the speaker. eye contact would be direct, yet not staring
with both eyebrows possibly lifted, and head possibly tilted forward.
If you are uptight, anxious …
your hands could be clenched. you might tap on a table or clutch something
tightly. you might grimace or have tightly pursed lips. you might fidget, pull at your hair, or perhaps
scratch or rub your nose.
If you are angry,…
your eyes could be squinting. one eyebrow might raise. your hands might crunch into fists or flail
around. your body might be generally stiff or rigid
If you feel bored, uninterested…
your total body might be slumped over. your arms might be folded across your chest
in a closed position.
Components of Effective Communication
Sender/encoder Message Channel
– Voice– Written text– Visual images
Receiver/decoder Feedback
Are You A Good Listener?
HEARING– Recognizing sound
LISTENING– Involves
understanding what you hear.
Effective listening skills
Concentration Avoiding distracters Avoiding interruption Asking for clarifying details Giving feedback Avoids interrupting the sender
Reason People Fail to Listen
They are interrupted They think they know
what will be said. They don’t agree
with what is said Have difficulty
hearing
They are distracted by the speaker
Don’t understand the words
Start thinking about something else
2.01 Types of Criticism
Constructive – Private– Addresses behavior– Specific– Prompt– Positive– Suggests actions to solve the problem
Types of Criticism
Destructive – Public– Addresses personal characteristics
Saying “YOU” a lot
– General– Delayed– Negative– No solutions offered
Understand the importance offeedback/constructive criticism.
a. Prevents costly mistakes/accidents b. Provides opportunity for improving work
performance
Problem Solving Process
1. Identify and analyze the problem.
2. Collect and analyze data.
3. Consider possible solutions.
4. Choose the best option.
5. Implement the plan.
6. Observe, evaluate and adjust the plan as needed.
The Conflict Resolution Process
1. Identify the problem.
2. Identify possible solutions.
3. Evaluate each suggested solution.
4. Pick the best solution.
5. See if the solution is working.
6. If necessary, agree to disagree.
The Seven C’s of Business Communication
1. Correctness (accuracy) An expression which connotes an absence of error. Conformity with facts/truth.
2. Completeness (thoroughness)An expression implying inclusion of all that is needed for the integrity, perfection, or fulfillment of writing/thought.
3. Conciseness (succinctness)An expression implying clarity but compactness in the briefest possible number of words.
4. Clearness (specificity) An expression free from narrowing or limiting obstructions. One easy to understand.
The Seven C’s of Business Communication
5. Concreteness (vividness) An expression in which all facts are definite, informative, vivid, and interesting.
6. Courtesy (respect) A pleasant act or expression. An expression of respect, polite or considerate act.
7. Consideration (thoughtfulness) A thoughtful or sympathetic regard/respect for others. A thought or opinion produced by reflections; attention, deliberation, or mediation.
2.01 Diversity and Rights in the Workplace
DIVERSITY
“The term DIVERSITY refers to the many factors that make people different. Diversity involves respecting people’s differences. When diversity is supported, everyone is allowed to maintain his/her individuality. People are not forced to change how they live, speak, look, or think so as to be more like the majority.”
Cultural Heritage
Cultural Heritage determines what beliefs, learned behaviors and language pass through the generations to each individual.
5 Largest Racial/Ethnic Groups in the US:– Native Americans– European Americans– Asian Americans– African Americans– Hispanic Americans
Barriers
Language– Language diversity often causes employees, employers and
customers to misunderstand one another. Different languages in the workplace are a growing issue.
Religion– Religions often cause conflict due to “off-time” issues related to
specific religious events of a particular religion.
Gender – More women (55%) work than in any other time period in
American history.
Barriers
Age– The number of working older Americans is increasing
rapidly (55% increase since 1975).– While older workers can bring valuable insight,
experience and dependable work habits to the workplace, if they don’t update their skills, they will have difficulty holding/seeking employment.
Disability– Eight percent of the population is affected by a
disability. More disabled workers than ever are providing valuable services to employers/businesses due to changing attitudes and federal law.
Benefits of Diversity
There are fewer lawsuits
Morale is high. Creativity increases. Productivity
increases. Quality workers are
attracted to the organization
The decision-making process improves.
Decision-making speed improves.
More customers are reached.
Goodwill and positive ties are formed with businesses and government groups.
Promoting Diversity in the Workplace
Show flexibility. Examine your
assumptions, prejudices and stereotypes.
Explore different cultures.
Show patience in communicating and understanding.
Admit unfamiliarity of diverse customs along with a willingness to learn more about them.
Show respect for ideas different from your own.
Avoid stereotypical jokes/humor.
See the humanity in every person.
The Law and Discrimination
The Fair Labor Standards Act – Ensures fair treatment of employees by employers
The Equal Pay Act of 1963 – Forbids separate pay scales for women and men
The Civil Rights Act-Banned employment discrimination on the basis of race, color, religion, sex or national origin
The Law and Discrimination
The Age Discrimination in Employment Act –Banned discrimination against workers over 40 years of age
The Immigration and Reform Act-Banned discrimination against legal immigrants
The Americans with Disabilities Act-Requires employers to provide employees with reasonable accommodations in the workplace environment; Prevents discrimination on the basis of disability
Organizations
The Office of Federal Contract Compliance Programs
The Equal Opportunity Employment Commission
Types of Discrimination
Sexual Racial Color National Origin
Language Religious Disabilities Age
Objective 2.02
Apply effective interpersonal skills in a variety of workplace settings
Objective 2.02 Activity
Listen to the recorded telephone conversation.
Use Appendix 2.02 (1A) - Telephone Message Form to record information required for follow-up contact.
2.02 Reading/Comprehension skills
Read to Achieve
Why is reading important?
Why is it important at the work place?
Benefits of reading for comprehension
1.) Improves job performance/productivity– Communicating clearly in written form is the best way to
communicate on the job
2.) Helps save time/money
3.) Improves safety
Effective reading skills
Read with purpose.– Before you read, know why your reading something then
you can focus on the information you need to know.
Browse material before reading.– a.) 1st paragraph
– b.) headings
– c.) Illustrations
– d.) Last paragraph
Effective reading skills
Read for meaning.– Concentrate do not let your mind wonder.– Organize and outline the main ideas in your
mind or on paper. It can help you to better understand the message
Improve vocabulary.– Improves your comprehension
Written Communication Skills in the Work Place
Key Term– Business Letter– Memo– Email
Business Letter
Are more formal then personal letters– Every business letter contains certain parts– You should keep a copy of every business letter
you write. (Very Important)
Parts of A Business Letter
Return Address– Tell where the letter came
from
Date– Tells reader when it was
written
Inside Address– Person who wrote the letters
address
Salutation– greeting
Body– Contains the message
Complimentary Close– Formally ends the message
Signature, Printed Name and Business Title
– Follows CC. NO PENICLS
Reference Initials– Identify the writer of the letter
and the typist
Types of Business Letter
Request– Main purpose is to ask something– Major points:
Introduce your request Include necessary details State clearly the actions you want the reader to take.
Types of Business Letter
Good News Letters or Neutral– Something pleasant or not controversial– Major points:
States news or the main idea Explain and details that relate to it End letter on a friendly note.
Types of Business Letter
Bad News– Usually has bad news– Major points:
Say something positive that interest the reader, yet relates to bad news
Explain why the request cannot be granted Offer CONSTRUCTIVE suggestions End the letter on a friendly note
Business Letter
Write a letter of request to a local business representative to attend Career Day as a presenter. Use Appendix 2.02 (13A) – Letter Template to help plan your letter and the criteria in Appendix 2.02 (13B) to pre-evaluate your letter.
Memo
When sending a written message to someone at work
Short for the word memorandum Are more informal then business letters
– Usually short– Fast and easy to write
Parts of a Memo
DATE– Date the letter was
written
TO– Name of the person or
department you are sending the letter to.
FROM– Name of the person
who sent the letter
SUBJECT– After this heading,
briefly sate the purpose of the memo
BODY– Contains the message
Memo
What other types of message do memos look like?
AN ELECTRONIC MESSAGE (EMAIL MESSAGE)
– Email message because both contain the same parts.
– Both are usually brief
– Both should contain correct grammar, spelling, and punctuation rules.
Writing a Memo – Appendix 2.02 (11)
Assume you are the Chairman of the Prom Committee. Write a memorandum to your committee advising them of a meeting on January 16, 2006 at 3:15 p.m. in Room 151. Describe agenda items that will be discussed at the meeting and any additional information that the committee members will need to prepare for the meeting.
Directions: Complete the following form and use it as a guide to type the memo.
Essay
Introduction Body Conclusion
Use communication technology
Computers Email Voice mail Cell phones Text messaging Walkie talkies Headsets/voice recognition Teleconferencing/video conferencing
Conflict
Define the problem Suggest possible solutions Evaluate the possible solutions Compromise Seek mediation/arbitration if the conflict
cannot be resolved
TEAMS
2.02
What is a Team
A team is a small group of people working together for a common purpose
What are some Pros and Cons of Teams
Types of Teams in the Workplace
Functional Team– Have similar skills and expertise although they
would not be able to perform each others jobs
– Come from one department
– Examples Basketball and Football Team
Types of Teams in the Workplace
Cross-Functional Team– Workers from different areas within a company
who are assigned to work on a specific project
– Come from different departments
– Ex. Men from T.V. Show ‘PIMP MY RIDE’
Types of Teams in the Workplace
Multifunctional Team– Been cross-trained so that each person is able to
perform the duties of all the other team member
– Can do the others job it they are not there
– Automobile air conditioner worker.
Stages of Team Development
Stage 1– FORMING
First coming together and getting to know each other
Not your true self
No clear leader or no one really takes charge
Stage 2– STORMING
Disagreements and conflicts occur during this time
May distrust or not understand each other
May be hard to work together and may cause the team to fold
Stages of Team Development
Stage 3– NORMING
Member ‘agree to disagree’
Members begin to work together and leaders emerge
Openly discuss issues, listen and respect one another.
Stage 4– Performing
Highest level of teams
The BIG SHOW
There is a full commitment to the team an others may emerge and take on leadership roles.
Team Roles
Leader/facilitor– Sets the team’s
agenda and helps the group make progress
Team Roles
Encourager– Inspires everyone to
participate and makes certain that everyone’s opinions are heard
Team Roles
Taskmaster– Keeps the group
focused on achieving it goal(s)
Team Roles
Critic– Questions the
assumptions expressed and decisions made.
Team Roles
Recorder– Keep Detailed Notes
Demonstrate workplace etiquette and professionalism
Courtesy Respecting privacy Avoid gossiping Appropriate dress Working with supervisor & coworkers Punctuality Accountability Motivation Integrity Self discipline
Objective 2.03
2.03 Critique positive interpersonal skills contributing to effective workplace interactions
2.03 Communication Styles
Direct Indirect Non-communicative Confrontational Non-confrontational Unexamined
2.03 Communication Styles
Direct– Honest about compliments and criticism;
communication moves directly to the point
Indirect– Has a hard time getting to the point; may never
really answer a question
Non-communicative– Chooses to say nothing at all; limited communication
2.03 Communication Styles
Confrontational– Has no fear of argument; expresses opinion in no
uncertain terms
Non-confrontational– Avoids confrontation at all costs; gives feedback
after much prompting
Unexamined – Rarely thinks before speaking; unorganized, “off
the cuff” remarks
2.03 Case Studies
Complete Appendix 2.03 (6) On-the-Job Case Studies Handout
2.03 Listening Skills
Listening is the ability to accurately receive messages in the communication process. Listening is key to all effective communication, without the ability to listen effectively messages are easily misunderstood – communication breaks down and the sender of the message can easily become frustrated or irritated.
2.03 Listening Skills
Listening is so important that many top employers give regular listening skills training for their employees. This is not surprising when you consider that good listening skills can lead to: better customer satisfaction, greater productivity with fewer mistakes, increased sharing of information that in turn can lead to more creative and innovative work.
2.03 Listening Skills
Good listening skills also have benefits in our personal lives, including: a greater number of friends and social networks, improved self-esteem and confidence, higher grades in academic work and increased health and wellbeing. Studies have shown that, whereas speaking raises blood pressure, listening brings it down.
2.03 Listening Skills
Listening is not the same as hearing. Hearing refers to the sounds that you hear, whereas listening requires more than that: it requires focus. Listening means paying attention not only to the story, but how it is told, the use of language and voice, and how the other person uses his or her body. In other words, it means being aware of both verbal and non-verbal messages. Your ability to listen effectively depends on the degree to which you perceive and understand these messages.
2.03 Listening Skills
A good listener will listen not only to what is being said, but also to what is left unsaid or only partially said.
Listening is not the same as hearing and in order to listen effectively you need to use more than just your ears
2.03 Listening Skills
10 Principles of Listening– Stop Talking – Prepare yourself to listen– Put the Speaker at Ease– Remove Distractions– Empathize– Be Patient– Avoid Personal Prejudice– Listen to the Tone– Listen for Ideas-Not Just Words– Wait and Watch for Non-Verbal Communication
2.03 Listening Skills
Stop Talking– “If we were supposed to talk more than we listen,
we would have two tongues and one ear.” Mark Twain.
– Don't talk, listen. When somebody else is talking listen to what they are saying, do not interrupt, talk over them or finish their sentences for them. Stop, just listen. When the other person has finished talking you may need to clarify to ensure you have received their message accurately.
2.03 Listening Skills
Prepare Yourself to Listen– Relax. Focus on the speaker. Put other things out of
mind. The human mind is easily distracted by other thoughts – what’s for lunch, what time do I need to leave to catch my train, is it going to rain – try to put other thoughts out of mind and concentrate on the messages that are being communicated.
2.03 Listening Skills
Put the Speaker at Ease– Help the speaker to feel free to speak.
Remember their needs and concerns. Nod or use other gestures or words to encourage them to continue. Maintain eye contact but don’t stare – show you are listening and understanding what is being said.
2.03 Listening Skills
Remove Distractions– Focus on what is being said: don’t doodle, shuffle
papers, look out the window, pick your fingernails or similar. Avoid unnecessary interruptions. These behaviors disrupt the listening process and send messages to the speaker that you are bored or distracted.
2.03 Listening Skills
Empathize– Try to understand the other person’s point of
view. Look at issues from their perspective. Let go of preconceived ideas. By having an open mind we can more fully empathize with the speaker. If the speaker says something that you disagree with then wait and construct an argument to counter what is said but keep an open mind to the views and opinions of others.
2.03 Listening Skills
Be Patient– A pause, even a long pause, does not necessarily
mean that the speaker has finished. Be patient and let the speaker continue in their own time, sometimes it takes time to formulate what to say and how to say it. Never interrupt or finish a sentence for someone.
2.03 Listening Skills
Avoid Personal Prejudice– Try to be impartial. Don't become irritated and don't
let the person’s habits or mannerisms distract you from what they are really saying. Everybody has a different way of speaking - some people are for example more nervous or shy than others, some have regional accents or make excessive arm movements, some people like to pace whilst talking - others like to sit still. Focus on what is being said and try to ignore styles of delivery.
2.03 Listening Skills
Listen to the Tone– Volume and tone both add to what someone is
saying. A good speaker will use both volume and tone to their advantage to keep an audience attentive; everybody will use pitch, tone and volume of voice in certain situations – let these help you to understand the emphasis of what is being said.
2.03 Listening Skills
Listen for Ideas-Not Just Words– You need to get the whole picture, not just
isolated bits and pieces. Maybe one of the most difficult aspects of listening is the ability to link together pieces of information to reveal the ideas of others. With proper concentration, letting go of distractions, and focus this becomes easier.
2.03 Listening Skills
Wait and Watch for Non-Verbal Communication– Gestures, facial expressions, and eye-movements can all
be important. We don’t just listen with our ears but also with our eyes – watch and pick up the additional information being transmitted via non-verbal communication. (See our page on non-verbal communication)
– Do not jump to conclusions about what you see and hear. You should always seek clarification to ensure that your understanding is correct.
2.03 How Well Do You Listen?
Complete Appendix 2.03 (3) How Well Do You Listen? Handout