1. OBJ. 2.03- CRITIQUE POSITIVE INTERPERSONAL SKILLS CONTRIBUTING TO EFFECTIVE WORKPLACE INTERACTIONS Positive Interpersonal Skills and the Workplace

2. What Are Interpersonal Skills? How people relate to one another. A number of recent studies (Appleby, 2000; Johanson & Fried, 2002; Yancey, 2001) have found that the most critical job skill a new employee needs to possess is good interpersonal skills.  Drew Appleby asked 39 employers what job skills were most important in making hiring decisions. Social skills ranked first.  George Yancey asked 76 recent BA psychology graduates and 44 recent master's psychology graduates what job skills were most useful to them in their current jobs. Interpersonal skills ranked first.  John Johanson and Carrie Fried asked 144 psychology graduates what job skills were most useful to them in their current jobs. Again, interpersonal skills ranked first.

3. Example of Bad Interpersonal Skills Mini-Me Allison used to work for the vice president of human resources, Reba. Allison was a human resources assistant. Reba was very pleased with Allison's job knowledge, hard work, and initiative. Reba used to tell Allison that her work was so good that, "You remind me of myself." One day, in an effort to compliment Allison, Reba says "I think I'll call you Mini-Me," and then does just that by calling Allison Mini-Me around the office from then on. Allison is understandably upset. She wants to be treated like an individual, not as an extension of her boss (or as Dr. Evil's sidekick in the Austin Powers movies). Unfortunately, Reba remains completely unaware of her subordinate's anger or why calling Allison Mini-Me is inappropriate. Subsequently, Allison leaves and Reba loses a great employee.

4. Example of Good Interpersonal Skill The Angry Customer Jasmine works in the Elementary Education Advising Center at a state university. Part of her duties are to help enroll undergraduates for the next semester. One undergraduate was having a bad day and took her frustration out on Jasmine. Although she was being verbally attacked, Jasmine maintained a friendly demeanor, a helpful attitude, and a willingness to listen to the student's needs. This calmed the student, and Jasmine was able to reassure her that everything would work out. Subsequently, not only did that student make it a point to be pleasant to Jasmine in the future, but Jasmine's supervisor noted her excellent interpersonal and advising skills and passed on her positive impressions of Jasmine to others in the department. Sometimes the angry customer can serve as an opportunity, if you have the skills to take advantage of that opportunity.

5. Needed Skills a. Effectively translating and conveying information. b. Being able to accurately interpret other people's emotions. c. Being sensitive to other people's feelings. d. Calmly arriving at resolutions to conflict. e. Avoiding gossip. f. Being polite Take the Interpersonal Skills Questionnaire.

6. Communication Styles a. Direct b. Indirect c. Non-communicative d. Confrontational e. Non-confrontational f. Unexamined

7. 10 Leadership Qualities a. Vision b. Integrity c. Dedication d. Magnanimity e. Humility f. Openness g. Creativity h. Fairness i. Assertiveness j. Sense of humor

8. Criticism Giving Constructive Criticism i. Think about the behavior you intend to criticize-if it can’t be changed, don’t address it. ii. Time and place iii. Choose words carefully iv. Offer help in improving the behavior that your criticizing. Receiving Criticism i. Resist the desire to defend yourself before you have heard all of the details. ii. Ask for a solution to correct the criticism. iii. If the criticism is warranted, develop an action plan to correct the behavior.

9. Be a Team Player Actions that facilitate teamwork a. Listen and communicate effectively b. Follow up with responsibilities/assignments c. Resolve conflicts d. Motivate/inspire others e. Support team goals f. Show initiative g. Accept assigned roles h. Share views, ideas and opinions in a positive manner i. Be a problem solver, not a problem maker j. Demonstrate trust k. Stay focused

10. Be a Problem Solver a. Identify and analyze the problem b. Collect and analyze data c. Consider possible solutions d. Choose the best option e. Implement the plan f. Observe, evaluate, and adjust the plan as needed

11. Be a Resolver! Conflict Resolution Process a. Identify the problem b. Identify possible solutions c. Evaluate each suggested solution d. Pick the best solution e. See if the solution is working f. If necessary, agree to disagree.