Coworker Relationships Chapter 7

Coworker Relationships

Reasons for Workplace Relationships Proximity Shared interests Shared tasks Need satisfaction

Needs Satisfied by Relationships Support Power Expertise Social exchange

Bridge & Baxter (1992) Benefits – Accessibility – Commonality – Work assistance – Psychological support Drawbacks – Objectivity strain – Performance strain

Workplace Romances Why? BenefitsDrawbacks Improved performanceabsenteeism Better teamworkpoor work quality Easier to work withdistracted Coworkers—may feel jealousy, disgust, disapproval

Employee-Customer 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 Relationships Know the customer – Likes and dislikes – Preferences Take responsibility for customer satisfaction – Personalize service/Ask for feedback – Remember names, express interest

Employee-Customer Relationships Avoid unresponsive behavior – Apathy – Coldness – Robotism Treat difficult customers with respect

Manager-Employee Relationships Power-sharing Managing diversity