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.
Web-Site Resources
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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_discover
y_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)
2
Task
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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.
3
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.
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4
Task
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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.


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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?
5
Task
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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?
6
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.
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7
Task
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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
8
Task
As a group, create a poster of the “ideal employee” for one of the listed
occupations:
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
14.
Land-scaper
Movie star
Truck driver
Teacher
Nurse
Mathematician
Computer engineer
Day care worker
Construction worker
Professional athlete
Banker
Doctor
Greeter
Chef
9
Task
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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?
10
Task---Journal Entry
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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?
11
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.

12
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.
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13
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.
14
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.
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15
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.
16
Task

Read the situations listed in Appendix
2.01 (6) - Ethical/ Unethical Behavior.
Decide if you think the situation is ethical
or unethical.
17
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)
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18
Task
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Choose an ethnic group to research. Create a power
point presentation or a brochure including the following
topics:
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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.
19
Types of Communication

Verbal

Listening
 Speaking
 Reading
 Writing
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Non-verbal

Gestures
 Posture
 Facial expressions
20
Components of
Effective Communication.
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Sender/encoder
Message
Channel

Voice
 Written text
 Visual images
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Receiver/decoder
Feedback
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Hearing vs. listening
Effective listening skills
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Concentration
Avoiding distracters
Avoiding interruption
Asking for clarifying details
Giving feedback
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Practices that promote and impede
listening and understanding.
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Barriers to listening
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Interruption
Prediction of message
Blocking message due to personal views
Inability to hear
Distracting mannerisms
Non-understanding
Wandering thoughts
23
Characteristics of Feedback
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Constructive
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Private
Addresses behavior
Specific
Prompt
Positive
Suggests actions to solve the problem
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Characteristics of Feedback
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Destructive
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Public
Addresses personal characteristics
General
Delayed
Negative
No solutions offered
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Characteristics of Feedback
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Understand the importance of
feedback/constructive criticism.

Prevents costly mistakes/accidents
 Provides opportunity for improving work
performance
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Routes of feedback/constructive criticism.

Oral/verbal
 Written performance evaluations
 Visual
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Characteristics of Feedback
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Steps to provide constructive feedback.
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Tact
Sandwich technique
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Compliment
Criticism
Compliment
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Characteristics of Feedback
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Differentiate between positive and negative
response to feedback.

Positive
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Make sure that you understand the feedback.
Identify the solution or solutions.
Take action.
Negative
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Defensiveness
Denial
Emotional display
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Positive and Negative reaction to conflict.
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Potential conflicts
Reactions in a conflict
 Negative
 Positive
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Communication in conflict situations/”I”
statements
 I feel _______________________
 When you ___________________
 Because _____________________
 And I want ___________________.
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Positive and Negative reaction to conflict.
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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.
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Techniques to positively manage
anger.
Self awareness
 Understand others.
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 Empathy
 Tact
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Management strategies
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Effective and ineffective handling of complaints
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Ineffective handling
Effective handling
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Ask for an informal meeting.
File a complaint properly; complaint letter.
Turn to outside agencies.
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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)
32
Appropriate and inappropriate treatment of
co-workers.
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Etiquette
Privacy practices
Gossip
Professionalism
33
Appropriate and inappropriate treatment of
co-workers.
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Avoiding comparisons
a. Workload
b. Salary
Treatment of co-workers
1.) Parking spaces
2.) Vacation periods/schedules
3.) Work schedule
4.) Bonuses
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Ethical and unethical behavior.
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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.
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36
Diversity
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Analyze diversity trends in the US.
 a.
 b.
 c.
 d.
 e.
Language
Disability
Religion
Gender
Age
37
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
38
Diversity
Diversity & Rights in the Workplace
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Exemplify employee actions that encourage respect for
workplace diversity.
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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.
39
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Summarize actions that demonstrate discrimination.
Basis of discrimination
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Sex
Race
Color
National Origin
Language
Religion
Disabilities
Age
Sexual orientation
Appearance
Actions
40

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
41

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.
42
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Actions that impede teamwork
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43
Differentiate between effective and ineffective
leadership styles and strategies.
1.
2.
3.
Authoritative/Autocratic
Participatory/Democratic
Laissez Faire
44