Chapter 13Chapter 13

Interpersonal Interpersonal Relationships at WorkRelationships at Work

Chapter 13.1Chapter 13.1

• Key TermsKey Terms TactTact= The ability to say and do things in a way = The ability to say and do things in a way

that will not offend others.that will not offend others.EmpathizeEmpathize=To see things from another’s point =To see things from another’s point

ofofview.view.Objectives;Objectives;1.1. How to recognize and develop personal traitsHow to recognize and develop personal traitsthat will enable you to get along with others in that will enable you to get along with others in

the]the]workplace.workplace.

Getting along with your coworkers Getting along with your coworkers means you will have greater job means you will have greater job satisfaction and enjoy your time at work satisfaction and enjoy your time at work more.more.• Begin by assessingBegin by assessing

your own traits?your own traits?

How well do you work How well do you work w/w/

others?others?

Know your personalityKnow your personality

type, and under what type, and under what

circumstances you workcircumstances you work

best.best.

What’s your EQ?What’s your EQ?

• Important personal Important personal TraitsTraits

ResponsibleResponsible-dependable -dependable

and motivated.and motivated.

ConfidentConfident-Good Self-Good Self

EsteemEsteem

SociabilitySociability-Friendly,-Friendly,

adaptable, enthusiasticadaptable, enthusiastic

& respect others.& respect others.

Self–ManagedSelf–Managed =Self =Self ControlledControlled

Integrity/HonestyIntegrity/Honesty=Loyal =Loyal and Trustworthinessand Trustworthiness

How did you RATE?How did you RATE?Evaluate your Interpersonal Evaluate your Interpersonal

SkillsSkills• Personal Traits you need to develop to get Personal Traits you need to develop to get

along with others.along with others.• To improve your personal qualities, work onTo improve your personal qualities, work onone trait at a time, devise a plan for working onone trait at a time, devise a plan for working onthe trait, check your progress and then proceedthe trait, check your progress and then proceedto work on the other traits. to work on the other traits. • To be an effective coworker, you need to To be an effective coworker, you need to

respectrespectothers, try to understand them, communicateothers, try to understand them, communicatewell , and maintain a sense of humor.well , and maintain a sense of humor.

Chapter 13.2Chapter 13.2Applying Interpersonal Applying Interpersonal

SkillsSkills• TermsTermsEtiquetteEtiquette=Good manners=Good manners Basic Etiquette in the workplace includes beingBasic Etiquette in the workplace includes beingcourteous, punctual, and avoiding gossip. courteous, punctual, and avoiding gossip.

RespectRespectPrivacy. Privacy. Don’t;Don’t;Open their e-mailsOpen their e-mailsGossipGossipRead coworkers faxesRead coworkers faxesRead their mail or notesRead their mail or notes

Steps in Conflict Steps in Conflict ResolutionResolution

Conflict ResolutionConflict Resolution= A problem-solving = A problem-solving strategystrategy

for settling disputes.for settling disputes.You can develop and maintain a good working relationship withYou can develop and maintain a good working relationship withyour supervisor by dealing w/criticism objectively, practicingyour supervisor by dealing w/criticism objectively, practicinginitiative, offering help and suggesting solutions. initiative, offering help and suggesting solutions. 1.1. Define the problemDefine the problem2.2. Suggest a SolutionSuggest a Solution3.3. Evaluate a SolutionEvaluate a Solution4.4. Compromise (settle dispute by each giving up Compromise (settle dispute by each giving up

something)something)5.5. Think CreativelyThink Creatively6.6. Seek Mediation (3Seek Mediation (3rdrd Party listens to give suggestions) Party listens to give suggestions)7.7. Seek Arbitration (3Seek Arbitration (3rdrd party makes the decision with the party makes the decision with the

originaloriginal parties can not reach an agreement)parties can not reach an agreement)

The U.S. WorkerThe U.S. Worker

• The 2000 Census concludes that by the year The 2000 Census concludes that by the year 2050 the Hispanic worker is expected to increase 2050 the Hispanic worker is expected to increase

by the greatest percentageby the greatest percentage..DiversityDiversity =Variety/Differences (Age, Race and =Variety/Differences (Age, Race and

Gender) The Gender) The US in diverse and workers US in diverse and workers need to be sensitive to culture, gender need to be sensitive to culture, gender and generational differences.and generational differences. Apologize if you offend someone, Apologize if you offend someone, don’t defend your behavior or make don’t defend your behavior or make excuses.excuses.StereotypeStereotype=Distorted belief about a =Distorted belief about a person or group.person or group.

In Review….In Review….

• Four Interpersonal Skills include;Four Interpersonal Skills include;

RespectRespect- “Give, to Get”- “Give, to Get”

UnderstandingUnderstanding-Observe body language, listen,-Observe body language, listen,

and respond appropriately.and respond appropriately.

CommunicationCommunication- Appropriate, prompt, quick - Appropriate, prompt, quick andand

clear responses.clear responses.

Good HumorGood Humor =Smile and see the light side of =Smile and see the light side of life.life.

Chapter 14Chapter 14TeamworkTeamwork

• Teamwork benefits both team members andTeamwork benefits both team members andBusinesses.Businesses.Teams are established and put together to Teams are established and put together to

complete an complete an entire phase of production. Members share entire phase of production. Members share

responsibilityresponsibilityand rewards of their efforts. Statistics show when and rewards of their efforts. Statistics show when

workersworkerscontribute to the process of work, they report;contribute to the process of work, they report;• Greater Job SatisfactionGreater Job Satisfaction• Improved Self-EsteemImproved Self-Esteem• Better CommunicationBetter Communication

14.1 Key Terms14.1 Key Terms

• Self-Directed=Self-Directed=• Functional Team=Functional Team=• Cross-Functional Team=Cross-Functional Team=• Team Planning=Team Planning=• Facilitator=Facilitator=• Total Quality Management (TQM)=Total Quality Management (TQM)=

Please take a few minutes to find these Please take a few minutes to find these terms interms in

Your book pgs.272-284Your book pgs.272-284

Key Terms in ReviewKey Terms in Review

• Self-DirectedSelf-Directed=A team that is responsible =A team that is responsible forfor

choosing their own goals.choosing their own goals.• Functional TeamsFunctional Teams= A group of people from= A group of people from

one department or area working on a project.one department or area working on a project.• Cross-Functional TeamCross-Functional Team =A group of =A group of

peoplepeople

from different departments or areas workingfrom different departments or areas working

together.together.

• Team PlanningTeam Planning=Involves setting =Involves setting goals, assigning roles, and goals, assigning roles, and communicating regularly as a group.communicating regularly as a group.

• FacilitatorFacilitator=Leader who =Leader who coordinates team tasks.coordinates team tasks.

• Total Quality Management (TQM)= Total Quality Management (TQM)=

“ “Quality Movement”, A theory of Quality Movement”, A theory of managementmanagement

that seeks to improve quality and that seeks to improve quality and customercustomer

service.service.

TQMTQMCHAIN REACTIONCHAIN REACTION

• 1. 1. When a Company improves quality, costsWhen a Company improves quality, costsdecrease, due to…decrease, due to… Less reworkLess rework Fewer mistakes to correctFewer mistakes to correct Fewer delaysFewer delaysBetter use of machines, time and personnelBetter use of machines, time and personnel• 2. Productivity improves, resulting in a greater2. Productivity improves, resulting in a greatershare of the market. WHY?share of the market. WHY? Higher Quality of Goods and ServicesHigher Quality of Goods and Services Lower price to customerLower price to customer• 3. Company stays in business longer and can provide 3. Company stays in business longer and can provide

more jobs. more jobs.

Team PlanningTeam Planning

• Team Planning Involves;Team Planning Involves;Setting Goals Both Short-Term and Setting Goals Both Short-Term and

Long TermLong TermAssigning RolesAssigning RolesConducting Regular AssessmentConducting Regular Assessment• Obstacles include;Obstacles include;Unclear GoalsUnclear GoalsGroups to large Groups to large Competition among group membersCompetition among group members

Be An Effective Team Be An Effective Team MemberMember

• Make team’s goals your top priorityMake team’s goals your top priority• In meetings, listen actively and offer In meetings, listen actively and offer

suggestionssuggestions• Follow up on what you’ve been assigned Follow up on what you’ve been assigned

to doto do• Work to resolve conflicts within the Work to resolve conflicts within the

groupgroup• Respect your team membersRespect your team members• Try to inspire others to get involvedTry to inspire others to get involved

14.2 Leadership14.2 Leadership

Key TermsKey TermsLeadership Style= How you behave Leadership Style= How you behave

when youwhen youare in charge of other employees.are in charge of other employees.1.1. DirectingDirecting=Giving specifics and closely =Giving specifics and closely

supervising.supervising.2.2. CoachingCoaching= Closing supervising, but asking for = Closing supervising, but asking for

directions and suggestionsdirections and suggestions..3.3. SupportingSupporting=Sharing decision-making =Sharing decision-making

responsibilities and encouraging independence.responsibilities and encouraging independence.4.4. DelegatingDelegating=Turning over responsibilities for =Turning over responsibilities for

decision-making and completion of tasks.decision-making and completion of tasks.

Parliamentary Procedure=Parliamentary Procedure=Procedure for running meetings developed in Procedure for running meetings developed in

the 16the 16thth century in England. century in England.

• 1. Coming to Order1. Coming to Order =Meeting begins w/ tap of gavel. =Meeting begins w/ tap of gavel.

minutes for the last meeting read and small committee report minutes for the last meeting read and small committee report

given.given.• 2. 2. Discussing New BusinessDiscussing New Business= Old business discussed and= Old business discussed and

decided, new business introduced and motions considered.decided, new business introduced and motions considered.• 3. 3. Voting on a MotionVoting on a Motion= Motion introduced and seconded= Motion introduced and seconded

by members. Chair recognizes those who wish to comment.by members. Chair recognizes those who wish to comment.

After all have spoken a vote is called “Aye” the motion isAfter all have spoken a vote is called “Aye” the motion is

carried.carried.• 4. 4. AdjourningAdjourning=Member moves to adjourn and seconded.=Member moves to adjourn and seconded.

Preparing for Chapter 14 Preparing for Chapter 14 TestTest

• Know and explain the meaning of the following words…Know and explain the meaning of the following words…Self-Starter: Self-Starter: Know what to do w/o being toldKnow what to do w/o being toldCustomer: Customer: Recipient of your servicesRecipient of your servicesMission: Mission: Philosophy (belief ) of company overall purpose or Philosophy (belief ) of company overall purpose or

goal.goal.Delegating: Delegating: Assigning responsibility to othersAssigning responsibility to othersMinutes: Minutes: Written notes or summary of meeting (s)Written notes or summary of meeting (s)Assessment: Assessment: Evaluation, to track success or lack of…Evaluation, to track success or lack of…Tracking Schedule: Tracking Schedule: Written deadlines and responsibilities per Written deadlines and responsibilities per

team and/or person.team and/or person.Accountability: Accountability: Willingness to take both blame and creditWillingness to take both blame and creditSupportingSupporting Leadership: Leadership: Leader that shares decision making Leader that shares decision making

and tasks.and tasks. Poor Communication: Poor Communication: Is the greatest obstacle to you or your Is the greatest obstacle to you or your

teamsteams success.success.Good Luck !!!!!!!!!Good Luck !!!!!!!!!