Interpersonal skills in the office

INTERPERSONAL SKILLS IN THE OFFICE

The Science of Working with Others

QUICK QUESTION!

What are your views as to what an employer looks or

should like?

RESULTS OF A SURVEY*

*The survey was conducted by James Madison in 2000

WHAT IS INTERPERSONAL SKILLS?

WHAT IS INTERPERSONAL SKILLS? All about working with other people

An ability to get along with others while performing the job

Characteristic traits like Manners, attitude, courtesy, habits, behavior and appearance which

helps us to communicate and maintain relationship with others

DEFINING INTERPERSONAL SKILLS

Effectively translating and conveying information. Being able to accurately interpret other people's emotions. Being sensitive to other people's feelings. Calmly arriving at resolutions to conflict. Avoiding gossip. Being polite

ORGANIZATIONAL CONTEXT

The organizational context of how

interpersonal skills are used can be

shown by the vast number of

interpersonal interactions

INTERPERSONAL SKILLS AT WORK

EXTERNALLY:With SuppliersWith Clients

INTERNALLY:Co-workers

IMPORTANCE OF INTERPERSONAL SKILLS

• To Improve:Relationship ProductivityWorking

EnvironmentAll Round Success

Leadership Skills Liking by Others

WHEN & WHERE INTERPERSONAL SKILLS ARE REQUIRED AT WORK PLACE ?While working in groups to form effective teams

Socializing at work placePresenting your self at work

Listening & Questioning

Giving or receiving feedback Building & maintaining relationships

Forcing CollaboratingResolving conflicts by Rewarding conflict by seekingSatisfying one’s own needs an advantageous solution forAt the expense of another’s all parties

Resolving conflict by each partygiving up something of value

Compromising

Resolving conflicts by Resolving conflicts bywithdrawing from or placing another’s needssuppressing them and concern above your own

Avoiding Accommodating

Cooperativeness

Uncooperative Cooperative

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DYNAMICS

TIPS TO IMPROVE INTERPERSONAL SKILLS

Smile


Be Appreciative


Pay Attention


Practice Active Listening


Bring People Together


Resolve Conflicts


Communicate Clearly


Humor Them


Empathy/See It On Their Side


Don’t Complain (Too much)

COMMUNICATION IN IP SKILLSImmediacyA successful leader understands that most people have a fairly high need to be really heard and taken seriously

In many discussions people are not really present to the other, they are simply waiting for their turn to respond rather than understanding and being responsive.

Interaction characterized by immediacy involves much eye contact and supportive gestures

.

Acknowledgement

Acknowledgment is the process of making clear your understanding of the other person’s message before responding to it

Acknowledgment increases the possibility of greater understanding, easier clarity between misunderstandings and genuine disagreements, and increases feelings of immediacy and trust

Each participant is declared as valued and meanings are clarified.

In the absence of acknowledgment the following sequence often results: important messages from one or both are overlooked, denied or partly understood participants respond to different messages as the interpretations misalign false issues arises on which the participation partly sides and emotions tend to increase

people leave the discussion feeling misunderstood, under-valued, and suspicious.

Conversation 1 Sunil : Hi John John : Hi Sunil Sunil : I saw your report, you must prepare it again and that too today itself

John : but why ?? Sunil : I am not getting any results from it. John : I am not going to do it again, and that too today is impossible !!! Sunil : John !! Try to understand I need it today. John : No!! I don’t have time Sunil : You must. John : I already told you no.

Finally they depart without any conclusion.

Conversation 2 Sunil : Hi John, how are you? John : Hi Sunil, fine Sunil : I saw your report, I think we missed some analysis in it. We may have to prepare it again

John : but why ?? Sunil : We are not getting any cost analysis from it and the meeting is for cost analysis.

John : I am not going to do it again, don't have time for it. I have enough to do now.

Sunil : John !! It is a requirement from the customer, otherwise whatever we are doing now will also be of no use, I know you put in your best efforts into that report.

John : sorry, today it’s not possible. to do it alone so quick also is not possible. Sunil : I will send Vijay also to help you, and then if time permits I will also join. John : It’s fine. If you can send Vijay then we might be able to finish it today Sunil :Thank you John John : It’s my job.

Finally they depart with positive conclusionWritten by Stanley Deetz

CONFLICT STARTERS

Inappropriate reassurance and inappropriate positive thinking

Histrionic behavior (over dramatization) Guilt induction and blaming comments Person centered comments and past centered

comments Over apologizing

FOUR MAGIC PHRASES THAT YOU CAN USE TO RESPOND TO ANYTHING Start with “That’s interesting.” Then choose to follow-up with any of the following four phrases:

a. Tell me more.b. Why would you say that?c. Why would you do that?d. Why would you ask that?

BE TACTFULT = Think before you speakA = Apologize quickly when you blunderC = Converse, don’t competeT = Time your commentsF = Focus on behavior U = Uncover hidden feelingsL = Listen to feedback

Government & Nonprofit

Interpersonal skills in the office