1. Chapter Five: Interpersonal Strategies & Skills
Lecture by:
Chris Ross

2. Interpersonal Skills & Success
Building Positive Relationships
Emotional intelligence (EQ) and Social Intelligence describe the ability and skills of interacting with others.
Table 5-1 Show traits of unpleasant coworkers…not that any of us ever have those.

3. Interpersonal Skills & Success
Affirming Dignity
Workplace dignity => refers to a person’s ability to gain a sense of self-respect and self-esteem from their job and to be treated respectfully by others.

4. Interpersonal Skills & Success
Enhancing Organizational Climate
Organizational Climate => describes the underlying nature of relationships in work groups.

5. Sharing Feedback Giving Praise Praise Promptly Make Praise Specific
Praise Progress, Not just Perfection
Praise Intermittently
Relay Praise
Praise Sincerely

6. Sharing Feedback Raising Difficult Issues Use Descriptive “I” language
“I” Language => focus on the speaker instead of judging the other person.
Focus on Solving Problems, Not Controlling Others

7. Sharing Feedback Raising Difficult Issues Be Honest, Nor Manipulative
Show Concern for Others
Demonstrate an Attitude of Equality
Keep an Open Mind

8. Offering & Responding to Criticism
Offering Constructive Feedback
Chose the most credible critic
Make sure criticism is appropriate to the critic’s role
Limit the criticism to one topic
Make sure criticism is accurate
Define problems clearly
Show how your criticism can benefit the recipient
Acknowledge the positives.

9. Offering & Responding to Criticism
Offering Constructive Feedback
Deliver feedback privately
Allow enough time
Avoid sounding and looking judgmental
Listen to the other person
Remain calm and professional

10. Offering & Responding to Criticism
Need to learn how to give feedback? Table 5-3 (page 117) shows you how

11. Offering & Responding to Criticism
You can always seek more information
Ask for examples/clarity
Guess details from criticism
Paraphrase the critic
Ask what they would like to see/hear
Responding to Criticism
Agree with the Criticism
Agree with the facts
Agree with their right to their perception
Emphasize areas of common ground.

12. Offering & Responding to Criticism
Work for a Cooperative Solution
Ask for a chance to state your POV
Focus on a solution and not finding fault.

13. Offering & Responding to Criticism
Did you or someone go too far? Learn the art of the apology on page 119

14. Dealing with Difficult People & Situations
Incivility
Incivility => exchange of seemingly inconsequential, inconsiderate words and deeds that violate the conversational standards of workplace conduct.
Mocking belittling, rumors, talking down, exclusions, etc.

15. Dealing with Difficult People & Situations
Bullying
Workplace Bullying => differs from incivility because it is more intense, malicious, ongoing and damaging.

16. Dealing with Difficult People & Situations
Bullying
Can take many forms
Aggression (control through fear or intimidation)
Criticism (nitpicking)
Deviousness (Passive-aggressive behaviors, dishonesty)
Gatekeeping (controlling resources needed to succeed).

17. Dealing with Difficult People & Situations
Strategies for Dealing with Incivility & Bullying
Negotiate with the offender
Appeal to a third party
Back off
Reframe your thinking

18. Sexual Harassment Two types of sexual harassment
Quid pro quo => this for that. (ex) I will not promote you unless you….
Hostile work environment => verbal or nonverbal behaviors that have the intention or effect of interfering with someone’s work or creating an intimidating, offensive or hostile environment.

19. Sexual Harassment
Avoiding Sexual Harassment Problems

20. Sexual Harassment Responding to Sexual Harassment
Consider dismissing the incident
Keep a record of the incident for possible future action
Write a personal letter to the harasser
Ask a (trusted) third party to intervene
Use organizational channels
File a legal complaint.

21. Managing Conflict What are Conflicts About? Topics at Hand The Process
Relational Issues
Ego/Identity Issues

22. Managing Conflict Approaches to Conflict Avoiding Accommodating
Competing
Collaborating
Compromising

23. Managing Conflict Handling Conflicts Constructively
Negotiation => two or more parties (individuals or groups) discuss specific proposals to find a mutually acceptable agreement.

24. Managing Conflict Negotiation Strategies & Outcomes Win-lose approach
Lose-lose
Win-win

25. Managing Conflict Preparing to Negotiate
Clarify your interests and needs
Consider the best time to raise an issue
Consider cultural differences
Prepare a statement

26. Managing Conflict Conducting the Negotiation
Identify the ends both parties are seeking
Brainstorm a list of possible solutions
Evaluate the alternative solutions
Implement and follow up on the solution.

27. What’s Your Conflict Management Style?
Take the self-assessment on page 130.

28. Class Activity With a partner….
You need an extra week to complete a long and complex assignment. Plan how you would prepare for and conduct the negotiation, working through each step from pages providing all the details necessary to explain the situation.

29. Class Activity
Recall three situations in which someone has praised you. Using the guidelines on pages , evaluate the praise you received. Was it specific? Sincere? How did the praise impact you?