Interpersonal Relationships at Work Chapter 13 Objectives Interpersonal Relationships at Work

Your Personal Traits at Work Section 13.1 Your Personal Traits at Work Section 13.2 Applying Interpersonal Skills

Understand and practice effective methods of conflict resolution. CHAPTER OBJECTIVES Work effectively with a variety of coworkers by recognizing and developing positive and respectful personal traits. Understand and practice effective methods of conflict resolution. continued

Appreciate and increase sensitivity to diversity in the workplace. CHAPTER OBJECTIVES Appreciate and increase sensitivity to diversity in the workplace.

End of Chapter 13 Objectives Interpersonal Relationships at Work

Your Personal Traits at Work Section 13.1 Your Personal Traits at Work

WHAT YOU’LL LEARN How to recognize and develop personal traits that will enable you to get along with others in the workplace continued

WHAT YOU’LL LEARN Methods for developing behaviors that will make you a more effective coworker

WHY IT’S IMPORTANT Your ability to demonstrate the personal traits and behaviors that employers and employees desire will greatly affect your success in the workplace.

KEY TERMS tact empathize

Your Personal Traits at Work If you develop good interpersonal relationships with your coworkers, you’ll enjoy your time at work more. By showing a willingness to cooperate, you’ll receive cooperation in return.

Important Personal Traits The following traits are important in the workplace: responsibility, including dependability and positive motivation; self-esteem, including confidence; continued

Important Personal Traits sociability, including friendliness, enthusiasm, adaptability, and respect for others; integrity/honesty, including loyalty and trustworthiness; and continued

Important Personal Traits self-management, including self-control and tact. Tact is the ability to say things in a way that will not offend other people.

Important Personal Traits Your success at work is an important factor in your overall well-being. Success is only attainable with the right personal qualities.

Self-Awareness on the Job Self-awareness is your knowledge of your personality and individuality. If you are self-aware, you know not only your strengths, but also the traits you need to improve.

Self-Awareness on the Job Understanding your own unique blend of qualities helps you adjust to new work situations and get along well with others.

Improving Your Personal Traits Four steps to self-improvement are to: Zero in on one trait at a time. Draw up a plan and stick to it. Keep track of your progress. Move on to the next trait.

Becoming an Effective Coworker By developing your positive traits, you will get along better with your coworkers. By getting along better with your coworkers, you will be more effective at your job. continued

Becoming an Effective Coworker By being more effective at your job, you will advance more rapidly in your career.

Becoming an Effective Coworker Effectiveness comes about when workers cooperate with one another.

Becoming an Effective Coworker To be an effective coworker, you need: respect, understanding, communication, and good humor.

Respecting Others Mutual respect is the foundation of cooperation. The “I’m-better-than-you” attitude, the idea that you are superior, undermines cooperation.

Respecting Others Workers who become jealous of their coworkers view them as rivals. Jealous workers withhold respect and cooperation.

Respecting Others A jealous worker refuses to admit that coworkers may have worked more effectively and deserve raises or promotions.

Understanding Others You can develop understanding by taking an interest in your coworkers’ goals and personal traits, and by empathizing with them.

Understanding Others To empathize is to see someone else’s point of view and to imagine yourself in his or her situation.

Understanding Others Pay attention to your coworkers’ body language. Be alert to facial expressions, which often give clues to people’s inner feelings.

Communicating with Others How you listen is as important as what you say. If you don’t listen well, you won’t benefit from being part of a team.

Communicating with Others Good communication also means sharing information. To keep projects running smoothly, convey information promptly and clearly.

Communicating with Others Communicating does not mean talking about your private life. Leave personal issues at home.

Keep Smiling! Your sense of humor can carry you—and your coworkers—through times of stress. Your sense of humor can unite a team and make people feel better about themselves.

Being an Effective Coworker Graphic Organizer 13.1 Being an Effective Coworker Respect Others Understand Others Keep Smiling Communicate With Others Chapter 13 • Interpersonal Relationships at Work Succeeding in the World of Work

ETHICS in Action Approaching Your Supervisor You work the late shift at a customer service center, where you receive incoming calls from customers about their credit card accounts. The other two workers on your shift are best friends, and they take frequent breaks together and leave you alone to answer all of the calls. continued

ETHICS in Action Approaching Your Supervisor You’ve tried to talk to them, but they haven’t changed their behavior. Because your supervisor isn’t around at night, he doesn’t know what’s happening. continued

ETHICS in Action Approaching Your Supervisor THINK ABOUT IT How will you approach your supervisor about your coworkers?

CAREER CHECKLIST Keep your work area neat and organized. To Be an Effective Coworker… Keep your work area neat and organized. Limit personal phone calls and e-mail. Plan your day’s schedule, keeping in mind any meetings or duties that will interrupt your work time. continued

CAREER CHECKLIST To Be an Effective Coworker… Complete the most important work first—don’t get caught up in minor details. Avoid procrastinating—it may prevent you from producing top-quality work on schedule. Tackle one task at a time, and don’t get sidetracked.

Key Concept Checkpoint SECTION 13.1 REVIEW Key Concept Checkpoint Comprehension Describe a situation in which you effectively applied important personal qualities. What did you learn from this experience? continued

Applying Interpersonal Skills Section 13.2 Applying Interpersonal Skills

Proper workplace etiquette and how to practice it WHAT YOU’LL LEARN Proper workplace etiquette and how to practice it Strategies for resolving conflicts smoothly and effectively continued

WHAT YOU’LL LEARN How to appreciate and increase sensitivity to diversity in the workplace

WHY IT’S IMPORTANT Coworkers and employers will base their opinions of you on the behaviors and attitudes you display in the workplace.

KEY TERMS etiquette conflict resolution diversity stereotype

Applying Interpersonal Skills Etiquette is good manners: It’s the rules of polite behavior in dealing with other people.

Be Courteous Greet your coworkers when you come to work. Address people by name. Don’t interrupt private conversations. Avoid tying up equipment that other people may need to use.

Dress Appropriately Wear neat, clean clothes. Don’t use your wardrobe or hairstyle to attract attention.

Be Punctual Be at work on time. Arrive at meetings promptly. Meet deadlines. If you promise to call someone at a certain time, keep your word.

Faxes, E-Mail, and Voice Mail Treat electronic communication as you would treat private mail. Don’t read or listen to any form of communication unless it is addressed to you.

Shared Office Space Respect your coworkers’ private spaces. Never look in a locker, file cabinet, or desk that is not your own.

Working with Your Supervisor Treat your supervisor with the same respect and courtesy that you do your coworkers.

Working with Your Supervisor Deal with any criticism from your supervisor in an objective and professional manner. Practice initiative instead of asking your supervisor about details that don’t need his or her approval.

Working with Your Supervisor Whenever you can, offer help to your supervisor. Discuss your work-related complaints with your supervisor.

RESPECT YOUR SUPERVISOR Graphic Organizer 13.2 Workplace Etiquette MANNERS RESPECT PRIVACY RESPECT YOUR SUPERVISOR be punctual be courteous dress professionally computers phone e-mail voice mail listen to criticism practice initiative offer to help Chapter 13 • Interpersonal Relationships at Work Succeeding in the World of Work

Conflict Resolution Conflict resolution is a problem-solving strategy for settling disputes. Conflict resolution allows both sides to “save face” and lessen ill-feeling.

Conflict Resolution Conflict resolution focuses on the issues, not the personalities of the people involved. Prepare for conflict resolution by practicing your communication skills in the disputes you have with your friends.

Diversity in the Workplace Diversity is variety. Embracing diversity is one way to discourage conflict at work.

Diversity in the Workplace Show respect for everyone, regardless of: cultural differences, religious differences, age, gender, or viewpoint.

Overcoming Stereotypes A stereotype is an oversimplified and distorted belief about a person or group.

Overcoming Stereotypes The danger of thinking in stereotypes is that it does not allow for individuality. It encourages an “us versus them” mentality.

Overcoming Stereotypes Getting along with a diverse group of people requires: respect, sensitivity, and communication.

Overcoming Stereotypes Many businesses sponsor diversity training programs to help employees overcome stereotyping.

Cultural Distinction What’s polite in one society may be rude in another. Apologize if you are unintentionally impolite.

Gender Distinction Effective coworkers have equal respect for members of both sexes. It is wrong—and illegal—to harass anyone because of gender.

Generational Distinction As a young person, you may have a different point of view from your elders. You can bridge the difference by listening carefully and finding points on which you can agree.

Key Concept Checkpoint SECTION 13.2 REVIEW Key Concept Checkpoint Comprehension How does technology affect etiquette in the workplace? Give an example. continued

Key Concept Checkpoint SECTION 13.2 REVIEW Key Concept Checkpoint Comprehension Why is creative thinking an important part of conflict resolution? continued

Key Concept Checkpoint SECTION 13.2 REVIEW Key Concept Checkpoint Comprehension Why are respect, understanding, and communication especially important in a diverse workplace? continued

Key Concept Checkpoint SECTION 13.2 REVIEW Key Concept Checkpoint Critical Thinking What should you do if a coworker shares a racist or otherwise offensive joke with you?

Applying Interpersonal Skills End of Section 13.2 Applying Interpersonal Skills