Objective CM02.01

1. UNIT:A Personal/Social Development Competency CM02.00 Evaluate positive interpersonal skills in a variety of workplace settings. Objective CM02.01 Differentiate between positive and negative interpersonal skills in a variety of workplace settings.

2. Web-Site Resources • http://www.jist.com/free_resources.shtm (Etiquette Rules, Communication Is the Key to Working With Your Boss) • http://heartquotes.net/teamwork-quotes.html (Teamwork Quotes) • http://www.fripp.com/art.genius.html (The Genius of Teamwork) • http://www.diversityresources.com/rc21d/menu_discovery_awareness.html (Diversity Awareness Information) • http://hwebbjr.typepad.com/openloops/2005/05/ten_ways_to_imp.html (10 Ways to Improve Communication) • http://www.mindtools.com (Leadership Skills Link, Problem Solving Link, Communication Skills Link)

3. Task • Visit the periodical database at www.ncwiseowl.org. • Choose an article dealing with improvement strategies for getting along with others (interpersonal relationship skills). • Analyze the information that the article is presenting through addressing the questions in Appendix 2.01 (1) – Magazine Article Review.

4. Task • Visit the periodical database at www.ncwiseowl.org. • Choose an article dealing with techniques for improving teamwork. • Analyze the information that the article is presenting through addressing the questions in Appendix 2.01 (2) – Magazine Article Review.

5. Task • As a team, create a script and role-play a workplace situation that shows an individual hearing vs. listening. • Role-play the situation again showing an individual actively listening. As a class, discuss the following prompts in response to the role play situation(s): • Compare and contrast hearing and active listening. • What factors affect both hearing and active listening? • Why are both hearing and active listening critical to effective communication? • What are the dangers of hearing without listening?

6. Task • As a group, develop a script and role-play an employer/employee situation in which an employee must ask for time off, arrives late due to uncontrollable circumstances or makes a mistake, etc. Role-play the situation showing the employer reacting in an angry manner. • Role-play the situation again with the employer reacting with empathy. As a class, discuss the following issues: • Which situation is likely to yield the most positive results? Why? • How should the employee respond in both situations? • Does the reaction of the employee impact the employer’s approach? Could bias caused by prior incidences cause the employer to react in a certain way? Why or why not?

7. Task • Create a poster/collage indicating at least 5 personal characteristics that help individuals work well as team members. • Present the poster/collage to the class.

8. Task • Develop a brochure, video or poster outlining acceptable etiquette standards for: • Introducing co-workers • Dress/appearance • Professional courtesy • Respecting privacy • Response to constructive criticism • Gossip

9. Task As a group, create a poster of the “ideal employee” for one of the listed occupations: • Land-scaper • Movie star • Truck driver • Teacher • Nurse • Mathematician • Computer engineer • Day care worker • Construction worker • Professional athlete • Banker • Doctor • Greeter • Chef

10. Task • Each group should share their “ideal employee” interpretation as the class rotates through the various occupations. Display the examples by category. • As a class, evaluate bias/stereotyping of the ideal employees for each occupation in regards to age, gender, race, and appearance. • What trends are obvious? • How might these stereotypes impact hiring? • How might these stereotypes impact workplace interactions? • What are the benefits of being aware of stereotypes?

11. Task---Journal Entry • Assume you are the manager of a business. The following situations require feedback. You are to respond to each of the following using both constructive and destructive feedback. • An employee shows up to work 20 minutes late on a regular basis • An employee makes a mistake which costs your company hundreds of dollars • Review your responses to the above situations to answer the following questions. • What are the differences you see between the two types of feedback? • If you were the employee, which type of feedback would you prefer?

12. Task • Complete Appendix 2.01 (3) - Workplace Conduct and Job Success. • Read each of the statements about workers’ conduct. • If the statement is an example of good conduct, write good in the blank. • If the statement is an example of bad conduct, write bad in the blank.

13. Task – Journal Entry • As a team, be able to demostrate positive and negative body language and facial expressions. • Discuss the importance of gestures, body language and facial expressions in effectively communicating.

14. Task • Using Appendix 2.01 (4) – Ethical/Unethical Treatment, list at least 3 actions that would be considered unethical and at least 3 ways employees can demonstrate ethical treatment in regards to co-workers, customers, property, community and the environment.

15. Task • Describe 5 situations in which employees demonstrate ethical behavior on the worksite. • Describe 5 situations in which employees demonstrate unethical behavior on the worksite.

16. Task • Complete Appendix 2.01 (5) – Evaluating Leaders, differentiating between positive and negative qualities of leadership. Then in the chart, name local or national leaders that impress you and explain why. Don’t forget to answer the reflection questions provided.

17. Task • Read the situations listed in Appendix 2.01 (6) - Ethical/ Unethical Behavior. Decide if you think the situation is ethical or unethical.

18. Task • Personal Qualities/Responsibility • Complete Appendix 2.01 (7) - Your Diversity Quotient to take a quick look at your global and cultural awareness. • Discuss handout: Diversity and Rights in the Workplace (link)

19. Task • Choose an ethnic group to research. Create a power point presentation or a brochure including the following topics: • Special holidays observed • Traditions • Communication styles • Geographic areas of greatest population • Values • Find things that are common to all people and identify differences that will help to understand and appreciate the cultural diversity of the people around you. Include pictures and graphics relevant to the ethnic group.

20. Types of Communication • Verbal • Listening • Speaking • Reading • Writing • Non-verbal • Gestures • Posture • Facial expressions

21. Components of Effective Communication. • Sender/encoder • Message • Channel • Voice • Written text • Visual images • Receiver/decoder • Feedback

22. Hearing vs. listening • Effective listening skills • Concentration • Avoiding distracters • Avoiding interruption • Asking for clarifying details • Giving feedback

23. Practices that promote and impede listening and understanding. • Barriers to listening • Interruption • Prediction of message • Blocking message due to personal views • Inability to hear • Distracting mannerisms • Non-understanding • Wandering thoughts

24. Characteristics of Feedback • Constructive • Private • Addresses behavior • Specific • Prompt • Positive • Suggests actions to solve the problem

25. Characteristics of Feedback • Destructive • Public • Addresses personal characteristics • General • Delayed • Negative • No solutions offered

26. Characteristics of Feedback • Understand the importance of feedback/constructive criticism. • Prevents costly mistakes/accidents • Provides opportunity for improving work performance • Routes of feedback/constructive criticism. • Oral/verbal • Written performance evaluations • Visual

27. Characteristics of Feedback • Steps to provide constructive feedback. • Tact • Sandwich technique • Compliment • Criticism • Compliment

28. Characteristics of Feedback • Differentiate between positive and negative response to feedback. • Positive • Make sure that you understand the feedback. • Identify the solution or solutions. • Take action. • Negative • Defensiveness • Denial • Emotional display

29. Positive and Negative reaction to conflict. • Potential conflicts • Reactions in a conflict • Negative • Positive • Communication in conflict situations/”I” statements • I feel _______________________ • When you ___________________ • Because _____________________ • And I want ___________________.

30. Positive and Negative reaction to conflict. • Conflict resolution model • Define the problem • Suggest possible solution(s). • Evaluate the possible solution(s). • Compromise. • Seek mediation/arbitration if the conflict cannot be resolved.

31. Techniques to positively manage anger. • Self awareness • Understand others. • Empathy • Tact • Management strategies

32. Effective and ineffective handling of complaints • Ineffective handling • Effective handling • Ask for an informal meeting. • File a complaint properly; complaint letter. • Turn to outside agencies. • Wages and hours – Employment Standards Administration • Equal Pay – US Equal Employment Opportunity Commission (EEOC) • Discrimination - US Equal Employment Opportunity Commission (EEOC) • Safety – Occupational Safety and Health Administration (OSHA)

33. Appropriate and inappropriate treatment of co-workers. • Etiquette • Privacy practices • Gossip • Professionalism

34. Appropriate and inappropriate treatment of co-workers. • Avoiding comparisons • a. Workload • b. Salary • Treatment of co-workers • 1.) Parking spaces • 2.) Vacation periods/schedules • 3.) Work schedule • 4.) Bonuses

35. Ethical and unethical behavior.

36. Steps for effectively handling a problem. • Identify and analyze the problem. • Collect and analyze data. • Consider possible solutions. • Choose the best option. • Implement the plan. • Observe, evaluate and adjust the plan as needed.

37. Diversity • Analyze diversity trends in the US. • a. Language • b. Disability • c. Religion • d. Gender • e. Age

38. Diversity • Summarize the benefits of diversity. • Fewer lawsuits • Increased productivity • Higher morale • Increased productivity • Quality workers attracted to the company • Decision making improves • Better understanding of diverse customers • Creation of goodwill and positive ties with government agencies

39. DiversityDiversity & Rights in the Workplace • Exemplify employee actions that encourage respect for workplace diversity. • Show flexibility. • Examine your assumptions, prejudices and stereotypes. • Explore different cultures. • Show patience in communicating and understanding. • Admit unfamiliarity of diverse customs along with a willingness to learn more about them. • Show respect for ideas different from your own. • Avoid stereotypical jokes/humor. • See the humanity in every person.

40. Summarize actions that demonstrate discrimination. • Basis of discrimination • Sex • Race • Color • National Origin • Language • Religion • Disabilities • Age • Sexual orientation • Appearance • Actions

41. Laws that protect employees from discrimination. • Fair Labor Standards Act • Equal Pay Act • 1964 Civil Rights Act • Age Discrimination in Employment Act of 1967 • Immigration Reform and Control Act of 1986 • Americans with Disabilities Act • 1991 Civil Rights Act • Sexual Harassment

42. Actions that facilitate teamwork • Listen and communicate effectively. • Follow up with responsibilities/assignments. • Resolve conflicts. • Motivate/inspire others. • Support team goals. • Show initiative. • Accept assigned role(s). • Share views, ideas and opinions in a positive manner. • Be a problem solver, not a problem maker. • Be open-minded and tolerant. • Demonstrate trust. • Stay focused.

43. Actions that impede teamwork

44. Differentiate between effective and ineffective leadership styles and strategies. • Authoritative/Autocratic • Participatory/Democratic • Laissez Faire