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Coworker Relationships Coworker Relationships
Chapter 7
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Coworker RelationshipsCoworker Relationships
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Reasons for Workplace Reasons for Workplace RelationshipsRelationships
Proximity
Shared interests
Shared tasks
Need satisfaction
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Needs Satisfied by Needs Satisfied by RelationshipsRelationships
Support
Power
Expertise
Social exchange
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Bridge & Baxter (1992)Bridge & Baxter (1992)
Benefits– Accessibility– Commonality– Work assistance– Psychological support
Drawbacks– Objectivity strain– Performance strain
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Workplace RomancesWorkplace Romances
Why?Benefits Drawbacks
Improved performance absenteeismBetter teamwork poor work qualityEasier to work with distracted
Coworkers—may feel jealousy, disgust, disapproval
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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
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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
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Employee-Customer Employee-Customer RelationshipsRelationships
Avoid unresponsive behavior– Apathy– Coldness– Robotism
Treat difficult customers with respect
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Manager-Employee Manager-Employee RelationshipsRelationships
Power-sharing
Managing diversity