1. Chapter 1
A Framework for Interpersonal Skill Development

2. 90 % of firings result from
Poor attitudes
Inappropriate behavior
Problems with interpersonal relationships

3. Soft Skills (non-technical)
Communicating clearly
Being sensitive
Being cooperative
Interpreting other people’s emotions…

4. A Model for Improving Interpersonal Skills
Goal or desired state of affairs
Assessing reality
Action plan
Feedback on actions
Frequent practice
“Must be promotable”
“Have you seen any changes?”
“Must choose an improvement method”
“Must work on being tolerant every day”
“How close am I?”

5. Universal Training Needs
Understanding individual differences
Interpersonal communication
Self-esteem and self-confidence
Teamwork skills
Group problem solving
Cross-cultural relations
Conflict resolution
Leadership skills

6. Universal Training Needs (2)
Motivating others
Helping others develop
Positive political skills
Customer service skills
Enhancing ethical behavior
Personal productivity and stress management
Job search and career-management skills

7. Informal Learning
Acquisition of knowledge and skills that happens naturally outside a structured learning environment
Up to 70% of learning on the job takes place informally.

8. How Leaders Develop on the Job (Some Uncomfortable Situations)
Taking on unfamiliar responsibilities
Proving yourself
Dealing with problems with employees
Influencing without authority
Working with a difficult manager