1. Objective 2.01 Differentiate between positive and negative interpersonal skills in a variety of workplace settings. Essential Question: What stereotypes will keep me from embracing diversity in the workplace?

2. Kinesthetic: Relates to interaction with people and objects in real space. Layoff: An involuntary separation of the employee from the employer for a temporary or indefinite period, through no fault of the employee. Learning Styles: The ways people think and learn. Leisure: Time free from every-day job responsibilities during which a person can pursue personal interests and hobbies. Life Roles: The various parts of one’s life, such as citizen, parent, spouse, worker, etc. Life Stages: Changes that occur as we move through life experiences. Lifestyle: The way a person lives his or her life, including geographic location, type of home, method of transportation, and social situations. Linguistic: Pertaining to the use of language. Logical: Use of reliable inference and reasoning. Marriage: The legal unions of a man and woman as husband and wife. Naturalist: Interested in natural environments. Occupational Changes: Changes in job status. Parenthood: The state or relationship of being a parent. Pink Slip: Notice of termination. Reduction in force: The employment of fewer people VOCABULARY TEST #2

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

4. 5 components of effective communication Sender/encoder Message Channel –Voice –Written text –Visual images Receiver/decoder Feedback

5. Practices that promote and impede (delay) listening and understanding Hearing vs. listening Effective listening skills –Concentration –Avoiding distracters –Avoiding interruption –Asking for clarifying details –Giving feedback Barriers to listening –Interruption –Prediction of message –Blocking message due to personal views –Inability to hear –Distracting mannerisms –Non-understanding –Wandering thoughts

6. Difference between constructive and destructive feedback Characteristics of feedback a. Constructive –Private –Addresses behavior –Specific –Prompt –Positive –Suggests actions to solve the problem

7. Difference between constructive and destructive feedback b. Destructive –Public –Addresses personal characteristics –General –Delayed –Negative –No solutions offered

8. The importance of feedback/constructive criticism a. Prevents costly mistakes/accidents b. Provides opportunity for improving work performance

9. Routes of feedback/constructive criticism Oral/verbal Written performance evaluations Visual

10. Steps to provide constructive feedback Tact Sandwich technique –Compliment (bread) –Criticism (filling) –Compliment (bread)

11. Difference between positive and negative response to feedback Positive Make sure that you understand the feedback. Identify the solution(s). Take action. Negative Defensiveness Denial Emotional display

12. Differentiate between positive and negative reaction to conflict Potential conflicts Reactions in a conflict –a. Negative –b. Positive Communication in conflict situations/”I” statements a. I feel _______________________ b.When you __________________ c. Because _____________________ d. And I want ___________________ Conflict resolution model –a. Define the problem. –b. Suggest possible solution(s). –c. Evaluate the possible solution(s). –d. Compromise. –e. Seek mediation/arbitration if the conflict cannot be resolved.

13. Summarize techniques to positively manage anger Self awareness – knowing how you deal with situations Understand others – 2 sides to the story a. Empathy - understanding b. Tact – skill Management strategies

14. Difference b/t effective & ineffective handling of complaints 1. Ineffective handling 2.Effective handling a.Ask for an informal meeting. b. File a complaint properly; complaint letter. c. Turn to outside agencies. –1.) Wages and hours – Employment Standards Administration –2.) Equal Pay – US Equal Employment Opportunity Commission (EEOC) –3.) Discrimination - US Equal Employment Opportunity Commission (EEOC) –4.) Safety – Occupational Safety and Health Administration (OSHA)

15. Difference b/t appropriate and inappropriate treatment of co-workers. Etiquette Privacy practices Gossip Professionalism Avoiding comparisons –a. Workload –b. Salary –c. Treatment of co-workers 1.) Parking spaces 2.) Vacation periods/schedules 3.) Work schedule 4.) Bonuses

16. 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.

17. Respect/discrimination against a diverse workforce 1. Analyze diversity trends in the US. –a. Language –b. Disability –c. Religion –d. Gender –e. Age

18. Benefits of diversity 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 Fewer Lawsuits Increased Productivity

19. 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.

20. Summarize actions that demonstrate discrimination Basis of discrimination 1.) Sex 2.) Race 3.) Color 4.) National Origin 5.) Language 6.) Religion 7.) Disabilities 8.) Age 9.) Sexual orientation 10.) Appearance Actions

21. Outline laws that protect employees from discrimination a. Fair Labor Standards Act b. Equal Pay Act c. 1964 Civil Rights Act d. Age Discrimination in Employment Act of 1967 e. Immigration Reform and Control Act of 1986 f. Americans with Disabilities Act g. 1991 Civil Rights Act h. Sexual Harassment

22. Difference between actions that facilitate and impede (delay) effective teamwork 1. 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 role(s). h. Share views, ideas and opinions in a positive manner. I. Be a problem solver, not a problem maker. j. Be open-minded and tolerant. k. Demonstrate trust. l. Stay focused. 2. Actions that impede teamwork

23. Difference between effective and ineffective leadership styles and strategies. Authoritative (reliable, trustworthy, dependable Autocratic (overbearing) Participatory Democratic (self-ruled, self governed) Laissez Faire (lax, non-judgmental)

24. Activity 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. (write it out for me to grade) 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?