2.01-interpersonal-skills.pptccccccccccc

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

2. CommunicationCommunication

VerbalVerbal

ListeningListening

SpeakingSpeaking

ReadingReading

WritingWriting

Non-VerbalNon-Verbal

GesturesGestures

PosturePosture

Facial ExpressionsFacial Expressions

3. Components of Effective Components of Effective
CommunicationsCommunications

Sender/encoderSender/encoder

MessageMessage

ChannelChannel

VoiceVoice

Written TextWritten Text

Visual imagesVisual images

Receiver/decoderReceiver/decoder

FeedbackFeedback

4. Listening and UnderstandingListening and Understanding

Hearing vs. ListeningHearing vs. Listening

Effective Listening SkillsEffective Listening Skills

ConcentrationConcentration

Avoiding distractersAvoiding distracters

Avoiding interruptionAvoiding interruption

Asking for clarifying detailsAsking for clarifying details

Giving feedbackGiving feedback

5. 
Barriers to listeningBarriers to listening

InterruptionInterruption

Prediction of messagePrediction of message

Blocking message due to personal viewsBlocking message due to personal views

Inability to hearInability to hear

Distracting mannerismsDistracting mannerisms

Non-understandingNon-understanding

Wandering thoughtsWandering thoughts
Listening and UnderstandingListening and Understanding

6. Constructive/Destructive Constructive/Destructive
FeedbackFeedback

ConstructiveConstructive

PrivatePrivate

Address behavior- not personAddress behavior- not person

SpecificSpecific

PromptPrompt

PositivePositive

Suggest actions to solve problemSuggest actions to solve problem

7. 
DestructiveDestructive

PublicPublic

Address personal characterAddress personal character

GeneralGeneral

DelayedDelayed

NegativeNegative

No solutions offeredNo solutions offered
Constructive/Destructive Constructive/Destructive
FeedbackFeedback

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

9. Routes of FeedbackRoutes of Feedback

Oral/VerbalOral/Verbal

Written performance evaluationWritten performance evaluation

VisualVisual

10. Steps to provide Constructive Steps to provide Constructive
FeedbackFeedback

TactTact

Sandwich techniqueSandwich technique

ComplimentCompliment

CriticismCriticism

ComplimentCompliment

11. Positive/Negative Response to Positive/Negative Response to
FeedbackFeedback

PositivePositive

Make sure you understandMake sure you understand

Identify the solutionIdentify the solution

Take actionTake action

NegativeNegative

DefensivenessDefensiveness

DenialDenial

Emotional DisplayEmotional Display

12. 
Potential ConflictsPotential Conflicts

Reactions in a conflictReactions in a conflict

NegativeNegative

PositivePositive

Communication in conflict situations/”I” Communication in conflict situations/”I”
statementsstatements

I feel _______________I feel _______________

When you _______________When you _______________

Because __________________Because __________________

And I want __________________And I want __________________
Positive/Negative Reaction to Positive/Negative Reaction to
ConflictConflict

13. 
Conflict resolution modelConflict resolution model

Define the problemDefine the problem

Suggest possible solutionsSuggest possible solutions

CompromiseCompromise

Seek mediation if not resolvedSeek mediation if not resolved
Positive/Negative Reaction to Positive/Negative Reaction to
ConflictConflict

14. Techniques to Positively Techniques to Positively
Manage AngerManage Anger

Self-awarenessSelf-awareness

Understand othersUnderstand others

EmpathyEmpathy

TactTact

Management strategiesManagement strategies

15. Effective and Ineffective handling Effective and Ineffective handling
of Complaintsof Complaints

Ineffective handlingIneffective handling

Effective HandlingEffective Handling

Ask for an informal meetingAsk for an informal meeting

File a complaint properly in a letterFile a complaint properly in a letter

Turn to outside agenciesTurn to outside agencies

16. Treatment of Co-WorkersTreatment of Co-Workers

EtiquetteEtiquette

Privacy practicesPrivacy practices

GossipGossip

ProfessionalismProfessionalism

Avoid comparisonsAvoid comparisons

WorkloadWorkload

SalarySalary

Treatment of co-workersTreatment of co-workers

17. Ethical and Unethical BehaviorEthical and Unethical Behavior

What's RightWhat's Right

What's WrongWhat's Wrong

18. Effectively Handling a ProblemEffectively Handling a Problem

Identify the problemIdentify the problem

Collect and analyze dataCollect and analyze data

Consider possible solutionsConsider possible solutions

Choose best optionsChoose best options

Implement the planImplement the plan

Observe, evaluate and adjust the planObserve, evaluate and adjust the plan

19. Actions the Demonstrate RespectActions the Demonstrate Respect

Diversity Trends in the USDiversity Trends in the US

LanguageLanguage

DisabilityDisability

ReligionReligion

GenderGender

AgeAge

Benefits of DiversityBenefits of Diversity

Encourage Respect for DiversityEncourage Respect for Diversity

20. DiscriminationDiscrimination

BasisBasis

SexSex

RaceRace

ColorColor

Natural OriginNatural Origin

LanguageLanguage

ReligionReligion

DisabilitiesDisabilities

AgeAge

Sexual OrientationSexual Orientation

AppearanceAppearance

21. Laws that Protect Employees Laws that Protect Employees
from Discriminationfrom Discrimination

Fair Labor Standards ActFair Labor Standards Act

Equal Pay ActEqual Pay Act

1964 Civil Rights Act1964 Civil Rights Act

Age Discrimination in Employment Act Age Discrimination in Employment Act
of 1967of 1967

Etc....Etc....

22. Leadership StylesLeadership Styles

AutocraticAutocratic

authoritarianauthoritarian

DemocraticDemocratic

participatoryparticipatory

Laissez FaireLaissez Faire

Laid-back-go with the flowLaid-back-go with the flow