1. Chapter 13 Interpersonal Relationships at Work

2. Chapter 13.1 Key TermsKey Terms Tact= The ability to say and do things in a way that will not offend others. Tact= The ability to say and do things in a way that will not offend others. Empathize=To see things from another’s point of view.Objectives; 1.How to recognize and develop personal traits that will enable you to get along with others in the] workplace.

3. Getting along with your coworkers means you will have greater job satisfaction and enjoy your time at work more. Begin by assessingBegin by assessing your own traits? your own traits? How well do you work w/ others? Know your personality type, and under what circumstances you work best. What’s your EQ? Important personal Traits Responsible-dependable and motivated. Confident-Good Self Esteem Sociability-Friendly, adaptable, enthusiastic & respect others. Self–Managed =Self Controlled Integrity/Honesty=Loyal and Trustworthiness

4. How did you RATE? Evaluate your Interpersonal Skills Personal Traits you need to develop to get along with others.Personal Traits you need to develop to get along with others. To improve your personal qualities, work onTo improve your personal qualities, work on one trait at a time, devise a plan for working on the trait, check your progress and then proceed to work on the other traits. To be an effective coworker, you need to respectTo be an effective coworker, you need to respect others, try to understand them, communicate well, and maintain a sense of humor.

5. Chapter 13.2 Applying Interpersonal Skills TermsTerms Etiquette=Good manners Basic Etiquette in the workplace includes being Basic Etiquette in the workplace includes being courteous, punctual, and avoiding gossip. Respect Privacy.Don’t; Open their e-mails Gossip Read coworkers faxes Read their mail or notes

6. Steps in Conflict Resolution Conflict Resolution= A problem-solving strategy for settling disputes. You can develop and maintain a good working relationship with your supervisor by dealing w/criticism objectively, practicing initiative, offering help and suggesting solutions. 1.Define the problem 2.Suggest a Solution 3.Evaluate a Solution 4.Compromise (settle dispute by each giving up something) 5.Think Creatively 6.Seek Mediation (3 rd Party listens to give suggestions) 7.Seek Arbitration (3 rd party makes the decision with the original parties can not reach an agreement) parties can not reach an agreement)

7. The U.S. Worker The 2000 Census concludes that by the year 2050 the Hispanic worker is expected to increase by the greatest percentage.The 2000 Census concludes that by the year 2050 the Hispanic worker is expected to increase by the greatest percentage. Diversity =Variety/Differences (Age, Race and Gender) The US in diverse and workers need to be sensitive to culture, gender and generational differences. Apologize if you offend someone, don’t defend your behavior or make excuses. Apologize if you offend someone, don’t defend your behavior or make excuses. Stereotype=Distorted belief about a person or group.

8. In Review…. Four Interpersonal Skills include;Four Interpersonal Skills include; Respect- “Give, to Get” Understanding-Observe body language, listen, and respond appropriately. Communication- Appropriate, prompt, quick and clear responses. Good Humor =Smile and see the light side of life.

9. Chapter 14 Teamwork Teamwork benefits both team members andTeamwork benefits both team members andBusinesses. Teams are established and put together to complete an entire phase of production. Members share responsibility and rewards of their efforts. Statistics show when workers contribute to the process of work, they report; Greater Job SatisfactionGreater Job Satisfaction Improved Self-EsteemImproved Self-Esteem Better CommunicationBetter Communication

10. 14.1 Key Terms Self-Directed=Self-Directed= Functional Team=Functional Team= Cross-Functional Team=Cross-Functional Team= Team Planning=Team Planning= Facilitator=Facilitator= Total Quality Management (TQM)=Total Quality Management (TQM)= Please take a few minutes to find these terms in Your book pgs.272-284

11. Key Terms in Review Self-Directed=A team that is responsible forSelf-Directed=A team that is responsible for choosing their own goals. Functional Teams= A group of people fromFunctional Teams= A group of people from one department or area working on a project. Cross-Functional Team =A group of peopleCross-Functional Team =A group of people from different departments or areas working together.

12. Team Planning=Involves setting goals, assigning roles, and communicating regularly as a group.Team Planning=Involves setting goals, assigning roles, and communicating regularly as a group. Facilitator=Leader who coordinates team tasks.Facilitator=Leader who coordinates team tasks. Total Quality Management (TQM)=Total Quality Management (TQM)= “Quality Movement”, A theory of management “Quality Movement”, A theory of management that seeks to improve quality and customer that seeks to improve quality and customer service. service.

13. TQM CHAIN REACTION 1. When a Company improves quality, costs1. When a Company improves quality, costs decrease, due to… Less rework Less rework Fewer mistakes to correct Fewer mistakes to correct Fewer delays Fewer delays Better use of machines, time and personnel 2. Productivity improves, resulting in a greater2. Productivity improves, resulting in a greater share of the market. WHY? Higher Quality of Goods and Services Higher Quality of Goods and Services Lower price to customer Lower price to customer 3. Company stays in business longer and can provide more jobs.3. Company stays in business longer and can provide more jobs.

14. Team Planning Team Planning Involves;Team Planning Involves; Setting Goals Both Short-Term and Long Term Assigning Roles Conducting Regular Assessment Obstacles include;Obstacles include; Unclear Goals Groups to large Competition among group members

15. Be An Effective Team Member Make team’s goals your top priorityMake team’s goals your top priority In meetings, listen actively and offer suggestionsIn meetings, listen actively and offer suggestions Follow up on what you’ve been assigned to doFollow up on what you’ve been assigned to do Work to resolve conflicts within the groupWork to resolve conflicts within the group Respect your team membersRespect your team members Try to inspire others to get involvedTry to inspire others to get involved

16. 14.2 Leadership Key Terms Leadership Style= How you behave when you are in charge of other employees. 1.Directing=Giving specifics and closely supervising. 2.Coaching= Closing supervising, but asking for directions and suggestions. 3.Supporting=Sharing decision-making responsibilities and encouraging independence. 4.Delegating=Turning over responsibilities for decision- making and completion of tasks.

17. Parliamentary Procedure= Procedure for running meetings developed in the 16 th century in England. 1. Coming to Order =Meeting begins w/ tap of gavel.1. Coming to Order =Meeting begins w/ tap of gavel. minutes for the last meeting read and small committee report minutes for the last meeting read and small committee reportgiven. 2. Discussing New Business= Old business discussed and2. Discussing New Business= Old business discussed and decided, new business introduced and motions considered. 3. Voting on a Motion= Motion introduced and seconded3. Voting on a Motion= Motion introduced and seconded by members. Chair recognizes those who wish to comment. After all have spoken a vote is called “Aye” the motion is carried. 4. Adjourning=Member moves to adjourn and seconded.4. Adjourning=Member moves to adjourn and seconded.

18. Preparing for Chapter 14 Test Know and explain the meaning of the following words…Know and explain the meaning of the following words… Self-Starter: Know what to do w/o being told Customer: Recipient of your services Mission: Philosophy (belief ) of company overall purpose or goal. Delegating: Assigning responsibility to others Minutes: Written notes or summary of meeting (s) Assessment: Evaluation, to track success or lack of… Tracking Schedule: Written deadlines and responsibilities per team and/or person. Accountability: Willingness to take both blame and credit Supporting Leadership: Leader that shares decision making and tasks. Poor Communication: Is the greatest obstacle to you or your teams success. Good Luck !!!!!!!!!