coworker relationships chapter 7. coworker relationships
TRANSCRIPT
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