1. Coworker Relationships Chapter 7

2. Coworker Relationships

3. Reasons for Workplace Relationships Proximity Shared interests Shared tasks Need satisfaction

4. Needs Satisfied by Relationships Support Power Expertise Social exchange

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

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

7. 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

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

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

10. Manager-Employee Relationships Power-sharing Managing diversity