Chapter 13
Interpersonal Relationships
at Work
Chapter 13.1
• Key Terms
Tact= The ability to say and do things in a way that will
not offend others.
Empathize=To see things from another’s point of
view.
Objectives;
1. How to recognize and develop personal traits
that will enable you to get along with others in the]
workplace.
Getting along with your coworkers means you will
have greater job satisfaction and enjoy your time at
work more.
• Begin by assessing
your own traits?
How well do you work w/
others?
Know your personality
type, and under what
circumstances you work
best.
What’s your EQ?
• Important personal Traits
Responsible-dependable
and motivated.
Confident-Good Self
Esteem
Sociability-Friendly,
adaptable, enthusiastic
& respect others.
Self–Managed =Self Controlled
Integrity/Honesty=Loyal and
Trustworthiness
How did you RATE?
Evaluate your Interpersonal Skills
• Personal Traits you need to develop to get along with
others.
• To improve your personal qualities, work on
one trait at a time, devise a plan for working on
the trait, check your progress and then proceed
to work on the other traits.
• To be an effective coworker, you need to respect
others, try to understand them, communicate
well , and maintain a sense of humor.
Chapter 13.2
Applying Interpersonal Skills
• Terms
Etiquette=Good manners
Basic Etiquette in the workplace includes being
courteous, punctual, and avoiding gossip. Respect
Privacy.
Don’t;
Open their e-mails
Gossip
Read coworkers faxes
Read their mail or notes
Steps in Conflict Resolution
Conflict Resolution= A problem-solving strategy
for settling disputes.
You can develop and maintain a good working relationship with
your supervisor by dealing w/criticism objectively, practicing
initiative, offering help and suggesting solutions.
1.
Define the problem
2.
Suggest a Solution
3.
Evaluate a Solution
4.
Compromise (settle dispute by each giving up something)
5.
Think Creatively
6.
Seek Mediation (3rd Party listens to give suggestions)
7.
Seek Arbitration (3rd party makes the decision with the original
parties can not reach an agreement)
The U.S. Worker
• The 2000 Census concludes that by the year 2050 the Hispanic
worker is expected to increase by the greatest percentage.
Diversity =Variety/Differences (Age, Race and Gender) The US
in
diverse and workers need to be sensitive to culture,
gender and generational differences.
Apologize if you offend someone, don’t defend
your behavior or make excuses.
Stereotype=Distorted belief about a person or
group.
In Review….
• Four Interpersonal Skills include;
Respect- “Give, to Get”
Understanding-Observe body language, listen,
and respond appropriately.
Communication- Appropriate, prompt, quick and
clear responses.
Good Humor =Smile and see the light side of life.

Chapter 14
Teamwork
• Teamwork benefits both team members and
Businesses.
Teams are established and put together to complete an
entire phase of production. Members share responsibility
and rewards of their efforts. Statistics show when workers
contribute to the process of work, they report;
• Greater Job Satisfaction
• Improved Self-Esteem
• Better Communication
14.1 Key Terms
• Self-Directed=
• Functional Team=
• Cross-Functional Team=
• Team Planning=
• Facilitator=
• Total Quality Management (TQM)=
Please take a few minutes to find these terms in
Your book pgs.272-284
Key Terms in Review
• Self-Directed=A team that is responsible for
choosing their own goals.
• Functional Teams= A group of people from
one department or area working on a project.
• Cross-Functional Team =A group of people
from different departments or areas working
together.
• Team Planning=Involves setting goals,
assigning roles, and communicating regularly as a
group.
• Facilitator=Leader who coordinates team tasks.
• Total Quality Management (TQM)=
“Quality Movement”, A theory of management
that seeks to improve quality and customer
service.
TQM
CHAIN REACTION
• 1. When a Company improves quality, costs
decrease, due to…
 Less rework
 Fewer mistakes to correct
 Fewer delays
Better use of machines, time and personnel
• 2. Productivity improves, resulting in a greater
share of the market. WHY?
 Higher Quality of Goods and Services
 Lower price to customer
• 3. Company stays in business longer and can provide more jobs.
Team Planning
• Team Planning Involves;
Setting Goals Both Short-Term and Long Term
Assigning Roles
Conducting Regular Assessment
• Obstacles include;
Unclear Goals
Groups to large
Competition among group members
Be An Effective Team Member
•
•
•
•
•
•
Make team’s goals your top priority
In meetings, listen actively and offer suggestions
Follow up on what you’ve been assigned to do
Work to resolve conflicts within the group
Respect your team members
Try to inspire others to get involved
14.2 Leadership
Key Terms
Leadership Style= How you behave when you
are in charge of other employees.
1.
2.
3.
4.
Directing=Giving specifics and closely supervising.
Coaching= Closing supervising, but asking for directions
and suggestions.
Supporting=Sharing decision-making responsibilities
and encouraging independence.
Delegating=Turning over responsibilities for decisionmaking and completion of tasks.
Parliamentary Procedure=
Procedure for running meetings developed in the 16th century
in England.
• 1. Coming to Order =Meeting begins w/ tap of gavel.
minutes for the last meeting read and small committee report
given.
• 2. Discussing New Business= Old business discussed and
decided, new business introduced and motions considered.
• 3. Voting on a Motion= Motion introduced and seconded
by members. Chair recognizes those who wish to comment.
After all have spoken a vote is called “Aye” the motion is
carried.
• 4. Adjourning=Member moves to adjourn and seconded.
Preparing for Chapter 14
Test
• Know and explain the meaning of the following words…
Self-Starter: Know what to do w/o being told
Customer: Recipient of your services
Mission: Philosophy (belief ) of company overall purpose or goal.
Delegating: Assigning responsibility to others
Minutes: Written notes or summary of meeting (s)
Assessment: Evaluation, to track success or lack of…
Tracking Schedule: Written deadlines and responsibilities per team and/or
person.
Accountability: Willingness to take both blame and credit
Supporting Leadership: Leader that shares decision making and tasks.
Poor Communication: Is the greatest obstacle to you or your teams success.
Good Luck !!!!!!!!!