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Chapter 4Interpersonal communication skills
Eng. Mohammed Alsumady
Outline
1. How to build positive workplace relations
2. Conflict types
3. Methods to deal with criticism.
Positive workplace relations
People do not express themselves clearly
for many reasons. Some of these are:
• Relate to message structure
• Sending the most appropriate message for
the situation and relationship.
Four specific qualities will improve workplace relations (to create positive climate in workspace):
1. Clarity (verbal and nonverbal. Words we use must reflect
our inner world).
2. Respect (communicate mutual respect, show feeling and
care of the other, respectful messages do not create
defensive responses).
3. Assertiveness (show respect for our rights and needs and
also treat others as we would like to be treated).
Positive workplace relations
Four specific qualities will improve workplace relations (to create positive climate in workspace):
4. Flexibility (Cope with criticism(نقد) in a constructive way):
When confronted with criticism, we often find the need to
justify our behavior in a defensive way rather than to listen
for information which may help us correct a serious fault or
deal with manipulative( (متالعبهcriticism in a tactfulلبقه
way.
Positive workplace relations
• Use specific and tentative language .
• Give direct, honest and appropriate messages.
• Criticism can be handled by analyzing,
acknowledging , assertion or inquiry.
Positive workplace relations
Conflicts implies disagreement, discord, and
friction among members of a group.
interaction where words, emotions, and actions
"strike together" to produce disruptive effects.
Conflict types
• Poor performance of an employee is seldom the cause of conflict.
• The five leading causes of conflicts are:
1.Misunderstanding and miscommunication
2.Disrespect or disregard for other people
3.Egos ((الغرور
4.Impatience
5.Fear and insecurity
Conflict types
The main types of conflict:
•Interpersonal Conflict
•Intergroup Conflict.
Conflict types
Define interpersonal conflict types:
1. Pseudo conflicts (زائف )
2. Fact conflicts
3. Ego conflicts
4. Value conflicts
5. Need conflicts
Conflict types
• Pseudo-Conflict (not real):- This type of
conflict happens when people have
misunderstandings with each other.
• Can result from two causes:
1. Faulty assumptions
2. False dilemmas ( كاذبه ) معضالت
Conflict types
1. Faulty assumptions:
You and your partner agree to clean the office on Friday
afternoon, at that time you see your partner leave
the building, what's your reaction? Your reaction
mat be that your partner is ducking out on the
cleaning job. Setting yourself up for a pseudo-
conflict.
Conflict types
1. False dilemmas (see only two choices as
solutions to a problems):
Your boss asked you to attend training course,
while you have full schedule of duties, what
to do? Your choice may be “either” “or” ,
while there are many other choices.
Conflict types
• Fact Conflict:-
occur when individual disagree about
information that could be verified.
for example how many miles per gallon the
hybrid cars are getting? Or what are the
tolerances of machining a particular part?
Conflict types
• Ego Conflict:-
Results when a dispute centers on status or power. (who has the
“right”) .
Rather than solving problems those engaged in ego conflicts
spend their energy proving their self-worth, or their power.
For example: I think that I know more than my friends about
basketball
Conflict types
• Value conflict:
Focus on personal beliefs that you hold
Conflict types
• Needs conflict:
Occur when needs of one individual are at the odds with
the needs of others.
- When I need a tool to end my job and you do so.
- When I need time to complete my report and you
need my help.
Conflict types
Outline
1. Conflict styles
2. Conflict strategies
3. Relationship tools
4. Using skillful language
In general There are five styles people use in conflict situations:
1.Avoiders
2.Friendly helpers
3.Tough battlers
4.Compromisers
5.Problem solvers
Conflict styles
1. Avoiders:
- Some people simply hate difficult conversations and
will do anything to avoid facing the issue.
- They may lack the time, confidence, energy or skills to
engage in conflict.
- Fearful that the conflict will escalate if they engaged
- Avoiders try to stay away from conflict by leaving
situation, changing the subject,…….
Conflict styles
Although constant use of avoidance is not
recommended you may choose this style as
means of buying time in order to think through
the problem, as a way of temporarily defusing
strong emotions,…..
Conflict styles
2. Friendly helpers:
– They “give in”(يستسلم) to keep the peace.
– They value smooth relationships and don’t want to cause
trouble for anyone.
– This style is most appropriate when the conflict is not that
important
– In the other hand repeated accommodation may result in
resentment and failure.
Conflict styles
3. Tough battlers:
– They expect to get their needs met regardless of
the costs.
– Their needs come first and sometimes with no
regard for the needs of others
– These individuals see conflict as a win or lose
situation in which they must be the winner.
Conflict styles
3. Tough battlers:
– They employ persuasion (توجه) with emotional appeals(نداء),
forceful deliveries and persistence (اصرار) to get their needs
– They are impatience with others who do not see things their
way
– They are interested in implementing their solution to a problem
rather than listening to opinions, needs and feelings of others.
Conflict styles
3. Tough battlers
While battling can lower morale and stifle creativity, in some situations this approach may be the appropriate. Example, when decisions have to be made quickly or when crisis must be dressed, battling may be most reasonable option.
Conflict styles
4. compromisers:
– They think that those involved in the conflict must
each be prepared to give up something in order to
reach a solution.
– They expect to settle for less than their needs.
– They usually employ negotiating and trading in an
attempt to find a solution.
Conflict styles
4. compromisers:
– They subscribe to the principle “we must both give a
little”. We can both live with the solution.
– Finding some middle ground may provide a partial
solution to a conflict. However, unmet needs may
still remain, and for those involved the commitment
to the solution will be lukewarm at best.
Conflict styles
5. Problem solvers:
– They believe that both parties can and will
get their needs met.
– If we understand each other’s needs, we will
be able to find a way to meet both parties
needs.
Conflict styles
5. Problem solvers:
– They share information about what they need and listen
to understand what the other needs.
– Trust and openness make searching for possible
solutions a creative experience.
– This style has the advantages of promoting collaboration
and commitment but it seems unattainable when needs
of those involved are not understood or listened to.
Conflict styles
5. Problem solvers:
When individuals or a group plan to solve a problem, their chances for success increases if they follow problem-solving approach !?
Permanent solution can be achieved by problem solving approach.
Conflict styles
Conflict styles may be used
habitually or they may be a
conscious choice
Conflict styles
Regardless of the conflict style you select, there are some ground rules for conflict may enhance your success:1. Agree upon a date and format to discuss the conflict
2.Rehearse what you will say and how you will respond
3.Confront the other (stating the problem, describe your feelings, and identify the consequences) .
Conflict strategies
4. Provide feedback (paraphrase the previous speaker before commenting, feedback is best when it summarizes the content and feelings of the other)
5. Make a specific request of the other person that you feel would resolve the conflict.
6. Allow the other to respond to your request.
7. Continue the process of listening, paraphrasing and asserting throughout the discussion of the issue.
8. Acknowledge closure of the discussion (when agreement is achieved or a recess is needed).
9. Arrange a follow up that provides an opportunity to review the implementation of the solution or renews discussion in light of the time passed.
Conflict strategies
Basic rules for “fair fighting”:
1. Select the right time to fight (not mealtimes, bedtimes,
or when you or the other is too upset).
2. Try to maintain control of anger and strong feelings (be
fair and sensitive to the feelings of the others).
3. Limit your fighting to one issue (the real issue).
4. Take turns clearly expressing your concerns and
listening to others response.
Conflict strategies
Remember that conflicts have at least two important factors:
The issue and the relationship. To solve a problem at the expense of the other person can destroy a relationship, yet to maintain a relationship where issues are not addressed can be equally frustrating. Meeting both parties needs is the best way to resolve conflicts.
Conflict strategies
When individuals or a group set out to solve problem, their chances for success increase if they follow problem solving approach:
1. Define the problem in term of needs, not solutions (your needs are important to me or we really can understand one another).
2. Brainstorm possible solutions (I value your creative thinking).
3. Select the best solution that will met the both parties needs (I want you to have your needs satisfied).
Interpersonal relationship tools
Problem solving approach:
4.Plan who will do what, where, and by when (you and I are willing to make joint decision).
5.Implement the plan (we have the power to change).
6.Evaluate the problem solving process and how will the solution worked (we can get better at problem solving, we are flexible).
Interpersonal relationship tools
The two interpersonal basics skills:
1. Using Skillful language.
2. Using Assertion messages.
Skillful language is:
1. Specific language
2. Tentative language
3. Informing language
Using skillful language
1. Specific language:
– One of the most frequent causes of
misunderstanding is using general language.
– To avoid these breakdowns keep in mind
the following suggestions:
Using skillful language
Specific language:
1. Do not assume that receivers should know what
you mean.
2. Avoid the use of absolutes words ( always, never)
“You are always late” be specific by saying “you
were 20 min late for work this morning”.
Using skillful language
3. State your message in the most concrete or
specific words possible (“I want you to help out
this afternoon” it’s better to say “I need you to
answer the phone and take messages while I
attend the 1:00 pm meeting”)
4. Encourage the receiver to paraphrase the
message “I’m not sure I made myself clear”.
Using skillful language
Example: “S” Specific “G” General
- Get the blue, two year old Grand Cherokee in the
second row of the used parking lot. “S”
- Never buy that brand of tool its really junk “G”
- Your workstation is a mess “G” .
- There is a 30 percent chance of rain in the
forecast today “S” .
Using skillful language
2. Tentative language:
– Tentative language makes it clear to a receiver
that your opinions are just opinions not facts
and are, therefore subject to error.
(Be tentative rather than absolute in the message
you send to others).
Using skillful language
2. Tentative language:
– “you never listen to me when I talk to you”.
(absolute statement)
– “you don’t seem interested in listening or talking
right now”. (Tentative statement)
You will be less likely to view your opinions as facts.
Using skillful language
2. Tentative language:
– Ms Mendoza is the best teacher in the word.
(Absolute statement).
– It appears to me that unemployment contributes
to increased crime rates. (Tentative statement).
Using skillful language
Imagine that you work at company with strong
union and you strongly believe unions are necessary
and valuable to protect employee rights. Your friend
work in non-unionized company feels just the
opposite and tells you:
“Companies if left a lone would take care of their
workers, union always cost their members money
Using skillful language
and don’t really provide protection to their workers”.
Since your views are in direct opposition to your
friend’s, your response is likely to be defensive and may
trigger an argument. But if your friend had said:
“I believe that some companies really care about their
workers, like where I work and that some unions don’t
necessarily guarantee worker protection. Your reaction
to the statement will be different.
Using skillful language
3. Informing language:
– No one like to be ordered.
– We use order statements when we must do
something.
– Sometimes orders are necessary (but dose
not encourage feedback).
Using skillful language
3. Informing language:
– Order statements command the receiver of the
message to behave in a specific way, they
remove any choice or decision making from
the receiver.
– Orders called “you” messages (direct,
command or control an action)
Using skillful language
3. Informing language:
– However, we can give information instead of
orders, we give the same information without
creating defensiveness. (Informing statement
will often get the same results without
creating defensiveness).
Using skillful language
3. Informing language:
– Ordering statements remove any choice or decision
making from the receiver, they usually represent one-
way communication.
– Informing statements opens the door for two- way
communication, and encourages similar sharing from
the receiver.
Using skillful language
3. Informing language (examples):
– When you don’t close the walk-in cooler
door, the compressor overheats. (I)
– You have to share the overtime with Ronnie
and Kim. (O)
Using skillful language
1. Behavior description statements.
2. Constructive feeling messages.
3. Consequence statements.
4. Impression checks.
5. Request statements.
Using Assertion messages
1. Behavior description statements:
How we interpret other peoples behavior influence our
thoughts and feeling, if someone behavior violates
our personal rights, prevents us from meeting our
needs we may think that we treated unfairly
(respond with frustration irritation or annoyance).
Using Assertion messages
1. Behavior description statements:
– Expressing our feelings (physically and
psychologically) is healthy.
– will be useful if we let the receiver know
what behavior we are reacting to?
Using Assertion messages
1. Behavior description statements:
– We can not change the others negative
behaviors but we can increase the chance of a
person changing his behavior if we describe
the behavior in specific, factual, non-
judgmental terms.
Using Assertion messages
1. Behavior description statements:
– Saying “you’ve really been selfish lately”
(receiver don’t know why you say that and
his response will be defensiveness)
Using Assertion messages
1. Behavior description statements:
– Saying “you’ve borrowed my reference
manuals twice this week without asking me
if I needed to use them” (receiver will ask
your permission next time)
Using Assertion messages
1. Behavior description statements:
– Your have clearly identified the behavior
– Also you avoid any evaluation of character,
motives or intentions (which reduce
defensiveness)
Using Assertion messages
1. Behavior description statements:
Behavior descriptions criteria:
– They should report only behaviors that we
can observe.
– They should exclude any evaluation or
judgment
– They should be specific and tentative
Using Assertion messages
1. Behavior description statements:
Also its very appreciate to express
POSITIVE behaviors
Using Assertion messages
1. Behavior description statements:
Behavior descriptions common problems:
- Use general statements
- Presenting inference(استدالل about others
attitudes, feeling,….
Using Assertion messages
1. Behavior description statements:
- Judge the others using loaded words
- Using absolute terms such as “never”…
- Include more than one act in the description
Using Assertion messages
1. Behavior description statements:
Example:
- You were rude to the customer.
- You gave me a dirty look for telling an
ethnic joke
Using Assertion messages
2. Constructive feeling messages:
- We can lessen misunderstanding, reduce
stress, and avoid unnecessary conflicts if we
learn to voice our feelings constructively.
- Expressing our feeling dose not mean
sharing our deepest inner emotions with
everyone at any time.
Using Assertion messages
2. Constructive feeling messages:
- More people fall into the category of
under expressing rather than over
expressing.(our goal to achieve
balance between these two extremes).
Using Assertion messages
2. Constructive feeling messages:
When to express our feeling??
- In ongoing relations (parents-child, husband-
wife, friend-friend)
- When we aim to help relationship not to
harm it
- When a conflict threaten the relation
Using Assertion messages
2. Constructive feeling messages:
When to express our feeling??
- When the expression of these feelings
moves to a deeper level of sharing
Using Assertion messages
2. Constructive feeling messages:
However knowing when to express your
feeling is not enough, its important to
know how to express.
There is two important elements (an “I”
message and identification of the feeling
you are experience)
Using Assertion messages
2. Constructive feeling messages:
Examples:
– When you use my car and then do not refill
the gas tank, I feel irritated
– I'm so pleased with the 7 extra hours
you’ve put in the blueprint
Using Assertion messages
2. Constructive feeling messages:
With repeated situation the constructive
feeling message become part of our
communication style
Using Assertion messages
Common problems:
–Place “that” , “it”, “you” for “I”
–Place “think” for “feel”
–Rather than share “feel” share “don’t feel”
–Using future feeling statements
Using Assertion messages
–Using “I feel like” or “I feel that”
–Using “I’m sorry” or “I'm afraid”
–Combining skillful feeling with unskillful
messages
Using Assertion messages
Examples:
- I feel its time for us to take a break
-I'm really grateful you loaned me your car while
mine was being repaired (direct feeling)
-I feel that going on second shift if you don’t have
to is really stupid (seem as not real feeling)
-I feel like I'm on top of the world (using figurative
feeling, not clear)
Using Assertion messages
When you begin to write and share your
feeling messages, try to become
comfortable saying, “I feel”, “I get”, “I am”
Then try to use single word that names the
feeling you are experiencing
Using Assertion messages
1. Behavior description statements.
2. Constructive feeling messages.
3. Consequence statements.
4. Impression checks.
5. Request statements.
Using Assertion messages
3. Consequence statement:
- Our job performance, when reviewed, can
be source of reward or punishment.
- Our behavior in public places can win the
respect of family and friends or it can get us
arrested
Using Assertion messages
3. Consequence statement:
- In general: consequence statements inform
others of the effect of their behaviors is
having on us.
- consequence statements can be tangible or
intangible.
Using Assertion messages
3. Consequence statement:
Tangible statements:
– expressing the effect of other behaviors on our
time, money, work, possession, safety and
effectiveness of the job.
– Can be measured in terms of gain, saving or losses
– They show the effect of others directly.
Using Assertion messages
3. Consequence statement:
Tangible statements:
- Because I have to pay money that I don’t
have
- Because I saved money and time when you
repaired my computer
Using Assertion messages
3. Consequence statement:
Intangible statements:
- The feeling we enjoy or suffer from
- Hearing that someone loves you
- Can not be measured by clock or by your
productivity
Using Assertion messages
Hearing that your son
wants a Mohawk hair
cut
3. Consequence statement:
Intangible statements:
- Because I feel really happy.
- Because I can not cope with things.
Using Assertion messages
3. Consequence statement:
Both tangible or intangible effect can be positive
or negative, they can save, enhance, add, or
enrich, however they also can waste,
diminish or destroy .
Using Assertion messages
3. Consequence statement:
Effective communication requires sharing
of positive and negative , tangible and
intangible .
Using Assertion messages
4. Impression checks:
Impression checks provide a way to confirm what you are
thinking about other people without always having
to ask a question.
Let’s suppose that someone has said or done something
which you don’t completely understand. You have
some idea of what the sender might be feeling,
wanting, needing, or thinking, but you are not sure.
Using Assertion messages
4. Impression check:
At this point you may ask him a question or you
may pretend you know what’s going on.
“Asking will clear things up”
Impression checks have to be used with a
curious, questioning tone that communicate
your interest and concern.
Using Assertion messages
4. Impression check:
In short: impression check are responses to
someone’s verbal or nonverbal
communication which share an
impression of that person’s message in
open minded, non evaluation way and
which invite a response from the person.
Using Assertion messages
4. Impression check:
Clear impression check should do:
- State your impression or inference of another person
(their wants, needs, feeling or going to do).
Example : “I get the impression you want sometime to
yourself”.
- Present your impression in open mind way or
tentative way (“I may be wrong”, “It seems that” or “it
look as” ).
Using Assertion messages
4. Impression check:
Clear impression check should do:
- Express your impression in non-evaluating
way (not even the tone of your voice should imply
that you are judging or putting down the sender).
- Invite a response using short question or
rising inflection.
Using Assertion messages
4. Impression check:
- by your frown (عبوس), I get the idea that
Wednesday will not be a good day for us to
meet, right?
- You’re late again, what the hell’s the matter with
you?
- I get the idea that you made another silly
mistake.
Using Assertion messages
5. Request statements:
Request are polite statement that directly and
specifically ask someone to modify his
behavior in a way that gets your needs met
and that maintains the quality of the
relationship. (getting people to modify their
behavior is the goal).
Using Assertion messages
5. Request statements:
- May seek permission of others for actions “I
would like to have off on Saturday 18th”
- May ask for help “can you help me understand this
diagram in the service manual?”
- May ask for cooperation from others “lets work
toward a solution of the work schedule to meet all
of our needs”.
Using Assertion messages
5. Request statements:
Parts of request statement:
1. Should be direct: state directly what you need
2. Must be specific: tell others exactly what you are asking
them to do.
3. Allow freedom of response: you need to be open minded
to realize that people may say ”no” to your request
because they are unable to do what you ask.
4. Should be polite and courteous rather than sounding like
demands. “use please can make your request more welcomed”.
Using Assertion messages
5. Request statements:
- Please hand me that 7/16- inch
socket(specific, direct and polite). (R)
- Thanks to your late arrival, we could not
start the safety training on time. (not R)
- Would you kindly return the insurance
enrollment forms by Friday this week? (R)
Using Assertion messages
5. Request statements:
- Employee to boss: “you know it’s been
almost a year and a half since I had my last
rise”(not R)
- I’d like you to pick me up for work
tomorrow because my car won’t be
repainted until Wednesday. (R)
Using Assertion messages
Dealing with criticism and responding
nondefensively may be one of the most difficult
and challenging aspects of effective
communication. The natural tendency to
become defensive when we are criticized may
result in negative results as hurt feelings.
Responding to Criticism
Manuel Smith in his book “when I say no, I feel guilty”
suggests three specific communication techniques an
employee can use to cope effectively with criticism:
1- Fogging
2- Negative assertion
3- Negative inquiry
Responding to Criticism
Techniques an employee can use to cope effectively
with criticism:
1- Fogging: Is a technique of calmly acknowledging
unfair criticism without agreeing or disagreeing.
The fogger can make judgment of what to do with
the criticism. (believe it, challenge it ,or discard it)
Responding to Criticism
Techniques an employee can use to cope effectively with
criticism: example:
Your boss says to you, “your uniform is a mess” you may
respond by saying “perhaps my uniform is too
messy”. This fogging response shows that you was
listening and acknowledged the criticism without
being defensive.
Responding to Criticism
Techniques an employee can use to cope effectively with criticism:
2- Negative assertion: Is a technique where you agree with valid
criticism without having to apologize or give excuses. This
has the dual effect of allowing you to acknowledge your
shortcomings and to reduce your critic’s negative feelings.
Negative assertion is based on the assumption that “to err is
human” and the best way to deal with our mistakes is to
strongly agree with criticism.
Responding to Criticism
Techniques an employee can use to cope effectively with criticism:
2- Negative assertion: Example:
After you offered to pick Jan up from work, you forgot until an hour
later. When you finally arrived, Jan said, “you forgot to pick me
up. I nearly froze my toes off waiting for you.” Rather than
giving excuses it might be best to say, ” I did forget to pick you
up. That is the dumbest thing I’ve done in my life.” This
response agrees with the criticism without offering excuses or
placing blame, it helps us accept our mistakes, learn from them.
Responding to Criticism
Techniques an employee can use to cope effectively with criticism:
3- Negative inquiry: Technique requiring the active questioning of the
critic for specific information about vague criticism. The
assumption behind negative inquiry is that through active
questioning, you can determine if the criticism is valid or unfair.
Your tone of voice should say, “I’m confused, I need more
information.” examples: (what else am I not doing effectively?
What specifically did I ….?)
Responding to Criticism
End of chapter 4
Any question?