coworker relationships chapter 7. coworker relationships

Coworker Relationships Coworker Relationships

Chapter 7

Coworker RelationshipsCoworker Relationships

Reasons for Workplace Reasons for Workplace RelationshipsRelationships

Proximity

Shared interests

Shared tasks

Need satisfaction

Needs Satisfied by Needs Satisfied by RelationshipsRelationships

Support

Power

Expertise

Social exchange

Bridge & Baxter (1992)Bridge & Baxter (1992)

Benefits– Accessibility– Commonality– Work assistance– Psychological support

Drawbacks– Objectivity strain– Performance strain

Workplace RomancesWorkplace Romances

Why?Benefits Drawbacks

Improved performance absenteeismBetter teamwork poor work qualityEasier to work with distracted

Coworkers—may feel jealousy, disgust, disapproval

Employee-Customer Employee-Customer Relationships Relationships

Know the customer– Likes and dislikes– Preferences

Take responsibility for customer satisfaction– Personalize service/Ask for feedback– Remember names, express interest

Treat difficult customers with respect

Employee-Customer Employee-Customer Relationships Relationships

Know the customer– Likes and dislikes– Preferences

Take responsibility for customer satisfaction– Personalize service/Ask for feedback– Remember names, express interest

Employee-Customer Employee-Customer RelationshipsRelationships

Avoid unresponsive behavior– Apathy– Coldness– Robotism

Treat difficult customers with respect

Manager-Employee Manager-Employee RelationshipsRelationships

Power-sharing

Managing diversity