1. Interpersonal Skills in the Workplace Obj. 2.01- Differentiate between positive and negative interpersonal skills in a variety of workplace settings.

2. Communication Verbal Verbal Listening Listening Speaking Speaking Reading Reading Writing Writing Non-Verbal Non-Verbal Gestures Gestures Posture Posture Facial Expressions Facial Expressions

3. Components of Effective Communications Sender/encoder Sender/encoder Message Message Channel Channel Voice Voice Written Text Written Text Visual images Visual images Receiver/decoder Receiver/decoder Feedback Feedback

4. Listening and Understanding Hearing vs. Listening Hearing vs. Listening Effective Listening Skills Effective Listening Skills Concentration Concentration Avoiding distracters Avoiding distracters Avoiding interruption Avoiding interruption Asking for clarifying details Asking for clarifying details Giving feedback Giving feedback

5. Barriers to listening Barriers to listening Interruption Interruption Prediction of message Prediction of message Blocking message due to personal views Blocking message due to personal views Inability to hear Inability to hear Distracting mannerisms Distracting mannerisms Non-understanding Non-understanding Wandering thoughts Wandering thoughts Listening and Understanding

6. Constructive/Destructive Feedback Constructive Constructive Private Private Address behavior- not person Address behavior- not person Specific Specific Prompt Prompt Positive Positive Suggest actions to solve problem Suggest actions to solve problem

7. Destructive Destructive Public Public Address personal character Address personal character General General Delayed Delayed Negative Negative No solutions offered No solutions offered Constructive/Destructive Feedback

8. Importance of Feedback Prevents costly mistakes/accidents Prevents costly mistakes/accidents Provides opportunity for improving work performance Provides opportunity for improving work performance

9. Routes of Feedback Oral/Verbal Oral/Verbal Written performance evaluation Written performance evaluation Visual Visual

10. Steps to provide Constructive Feedback Tact Tact Sandwich technique Sandwich technique Compliment Compliment Criticism Criticism Compliment Compliment

11. Positive/Negative Response to Feedback Positive Positive Make sure you understand Make sure you understand Identify the solution Identify the solution Take action Take action Negative Negative Defensiveness Defensiveness Denial Denial Emotional Display Emotional Display

12. Potential Conflicts Potential Conflicts Reactions in a conflict Reactions in a conflict Negative Negative Positive Positive Communication in conflict situations/”I” statements Communication in conflict situations/”I” statements I feel _______________ I feel _______________ When you _______________ When you _______________ Because __________________ Because __________________ And I want __________________ And I want __________________ Positive/Negative Reaction to Conflict

13. Conflict resolution model Conflict resolution model Define the problem Define the problem Suggest possible solutions Suggest possible solutions Compromise Compromise Seek mediation if not resolved Seek mediation if not resolved Positive/Negative Reaction to Conflict

14. Techniques to Positively Manage Anger Self-awareness Self-awareness Understand others Understand others Empathy Empathy Tact Tact Management strategies Management strategies

15. Effective and Ineffective handling of Complaints Ineffective handling Ineffective handling Effective Handling Effective Handling Ask for an informal meeting Ask for an informal meeting File a complaint properly in a letter File a complaint properly in a letter Turn to outside agencies Turn to outside agencies

16. Treatment of Co-Workers Etiquette Etiquette Privacy practices Privacy practices Gossip Gossip Professionalism Professionalism Avoid comparisons Avoid comparisons Workload Workload Salary Salary Treatment of co-workers Treatment of co-workers

17. Ethical and Unethical Behavior What's Right What's Right What's Wrong What's Wrong

18. Effectively Handling a Problem Identify the problem Identify the problem Collect and analyze data Collect and analyze data Consider possible solutions Consider possible solutions Choose best options Choose best options Implement the plan Implement the plan Observe, evaluate and adjust the plan Observe, evaluate and adjust the plan

19. Actions the Demonstrate Respect Diversity Trends in the US Diversity Trends in the US Language Language Disability Disability Religion Religion Gender Gender Age Age Benefits of Diversity Benefits of Diversity Encourage Respect for Diversity Encourage Respect for Diversity

20. Discrimination Basis Basis Sex Sex Race Race Color Color Natural Origin Natural Origin Language Language Religion Religion Disabilities Disabilities Age Age Sexual Orientation Sexual Orientation Appearance Appearance

21. Laws that Protect Employees from Discrimination Fair Labor Standards Act Fair Labor Standards Act Equal Pay Act Equal Pay Act 1964 Civil Rights Act 1964 Civil Rights Act Age Discrimination in Employment Act of 1967 Age Discrimination in Employment Act of 1967 Etc.... Etc....

22. Leadership Styles Autocratic Autocratic authoritarian authoritarian Democratic Democratic participatory participatory Laissez Faire Laissez Faire Laid-back-go with the flow Laid-back-go with the flow