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Chapter 5: Interpersonal Skills

Chapter 5: Interpersonal Skills. Building Positive Relationships. Interpersonal skills important at work Emotional intelligence Social intelligence. Building Positive Relationships. Communication Climate Positive climates Negative climates Messages Confirming Disconfirming.

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Chapter 5: Interpersonal Skills

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  1. Chapter 5: Interpersonal Skills

  2. Building Positive Relationships • Interpersonal skills important at work • Emotional intelligence • Social intelligence

  3. Building Positive Relationships Communication Climate • Positive climates • Negative climates • Messages • Confirming • Disconfirming

  4. Building Positive Relationships Communication Climate • Use descriptive “I” language • “You” language • Evaluative • “I” language

  5. Building Positive Relationships Communication Climate • Focus on solving problems, not controlling others • Be honest: Don’t manipulate

  6. Building Positive Relationships Communication Climate • Show concern for others • Demonstrate attitude of equality • Keep open mind

  7. Building Positive Relationships Giving Praise • Praise promptly • Make praise specific • Praise progress • Praise intermittently • Relay praise • Praise sincerely

  8. Dealing with Criticism Offering Constructive Feedback • Consider content • One topic • Accurate • Clearly defined • Show benefit

  9. Dealing with Criticism Offering Constructive Feedback • Consider sender • Consider relational climate • Positive relationship • Partial responsibility • Offer to help

  10. Dealing with Criticism Offering Constructive Feedback • Consider delivery • Deliver in face-saving manner • Avoid looking and sounding judgmental

  11. Dealing with Criticism Responding to Criticism • Seek more information • Examples or clarification • Guess about details • Paraphrase • Ask what critic wants

  12. Dealing with Criticism Responding to Criticism • Agree with criticism • Facts • Perception • Common ground • Work for cooperative solution

  13. Managing Conflict Topics of Conflict • Topic at hand • Process • Relational issues • Ego/identity issues

  14. Managing Conflict Approaches to Conflict • Avoiding • Accommodating • Collaborating • Competing • Compromising

  15. Managing Conflict Handling Conflicts Constructively Negotiation • Win-lose • Lose-lose • Compromise • Win-win

  16. Managing Conflict • Preparing to negotiate • Clarify your interests & needs • Consider best time • Consider cultural differences • Prepare your statement Handling Conflicts Constructively

  17. Managing Conflict Handling Conflicts Constructively • Conducting negotiation • Identify both parties’ goals • Brainstorm solutions • Evaluate solutions • Implement & follow up solution

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