1. A FRAMEWORK FOR INTERPERSONAL SKILL DEVELOPMENT
CHAPTER 1
A FRAMEWORK FOR INTERPERSONAL SKILL DEVELOPMENT

2. OPENING THOUGHTS
Effective interpersonal relations must be combined with technical knowledge and good work habits to achieve success in any job involving interaction with people.
Lack of good interpersonal skills can hurt career
Interpersonal skill training is the teaching of skills in dealing with others so they can be put into practice.

3. PLAN OF THE BOOK
3-part strategy of book is (a) key concepts (b) suggestions or behavioral guidelines, and (c) variety of exercises.
Interpersonal skill training teaches skills to deal with others so the can be put into practice.
Interpersonal skill training involves soft skills rather than hard skills

4. SEVERAL SOFT-SKILL COMPETENCIES
Translating and conveying information
Interpreting emotions of others
Sensitivity to people’s feelings
Resolving conflicts calmly
Being polite
Cooperation and teamwork

5. A MODEL FOR IMPROVING INTERPERSONAL SKILLS
Action plan
Goal (desired
state)
Assessing
reality
Frequent
practice
Feedback on
Actions

6. ACTION PLAN
Mechanism to change relationship between person and environment
Series of steps to achieve a goal
Personal goal will be elusive without action plan
Self-discipline needed to implement action plan

7. FREQUENT PRACTICE Makes true development possible
Skill must be integrated into usual way of conducting self
Skill becomes a habit after it is programmed into brain
Interpersonal skills involve many habits

8. IDENTIFICATION OF DEVELOPMENTAL NEEDS
A developmental need is a specific area in which a person needs to change.
To improve interpersonal skills we must first be aware of how we are perceived by others who interact with us.
Be candid with yourself and solicit feedback.
Self-Assessment Quiz 1-1 will get you off to a great start!

9. UNIVERSAL TRAINING NEEDS
A universal training need is a common area for improvement, such as better spoken communication skills
Chapters 2-16 deal with universal training needs such as interpersonal communication, teamwork skills, and customer service skills.
Treat each chapter as an opportunity for development.

10. UNIVERSAL TRAINING NEEDS
Understanding individual differences
Interpersonal communication
Self-esteem and self-confidence
Developing teamwork skills
Group problem solving and decision making
Cross-cultural relations

11. UNIVERSAL TRAINING NEEDS, continued
Resolving conflict with others
Becoming an effective leader
Motivating others
Helping others develop
Positive political skills
Customer service skills

12. UNIVERSAL TRAINING NEEDS, continued
Enhancing ethical behavior
Personal productivity and stress management
Job search and career-management skills
The above 15 training needs are chapter subjects.

13. INFORMAL LEARNING
Acquisition of knowledge that takes place naturally outside structured learning environment
Trend is for companies to integrate formal and informal learning
Worker can learn by observation
Coaching brings about informal learning

14. DEVELOPMENTAL EXPERIENCES
Unfamiliar responsibilities
Proving yourself
Problems with employees
Influencing without authority
Difficult manager
The above on-the-job challenges require high-level interpersonal skill.