Chapter 6 - Relating to Others at Work Flashcards
Why is relating to your manager in the workplace important?
- one of the more important work relationships
- can determine your success at work
- impacts job satisfaction and performance
- managers who are receptive to employee’s upward communication have employees who are more productive, motivated, etc.
Why is relating to your co-workers in the workplace important?
-more time spent at work than at home
-they make working lives more meaningful
they are positively related to job productivity, job involvement, and job satisfaction
Why is relating to people you lead in the workplace important?
Managers who relate well to their employees have more satisfied and committed employees who will work to see the success of both manager AND employees.
Why is relating to customers and clients in the workplace important?
We live in a service economy!
- people who are treated in a depersonalized manner tend to walk away feeling unsatisfied
- minor social pleasantries can help predict customer loyalty and satisfaction!
How do you communicate information upward?
8 Guidelines for Communicating Negative Information Upward:
- Introduce the problem
- Provide background information
- Tell about the failure
- Discuss the resolution
- Take responsibility
- Note positive results
- Summarize key points
- Thank the manager
What is horizontal communication?
communication between peers working at the same level in an organization
What is downward communication?
communication that flows from managers to employees
DRGRAC Method of Delegating
Desired Results:
-describe end result, purpose of project, etc.
Guidelines:
-rules, deadlines, etc.
Resources:
-budget, materials, training, team members, etc.
Accountability:
-how employee will be evaluated, how success will be measured
Consequences:
-rewards or consequences of completing/not completing task
How to relate to customers and clients
Service quality = responsiveness, assurance (perception of knowledge), empathy
- Need to address the unique needs of each customer.
- Ask questions, offer options, share information on topics of interest to the customer
What are the components of workplace conflict?
- An expressed struggle:
- conflict only occurs once frustrations are expressed - Interdependence:
- you tend to have conflict with people you depend on for something - Perceived incompatible goals:
- conflict arises due to perceived incompatibilities in personal desires - Perceived scarce rewards and/or resources and a climate of competition:
- conflict often occurs because people do not think they are “getting enough” of something they want - Interference from the other person:
- you believe the other person is trying to thwart your goals
Managing Conflict Conversations (PUGSS)
Problem Understanding Goals Solutions Select (the best solution)
Describe the Problem
- use “I” language, describe how the situation makes you feel
- select a mutually acceptable time and place to discuss conflict
- be nonverbally responsive to others and try to control negative displays of emotion
- avoid personal attacks, name calling, profanity, and “gunny-sacking”
Achieve Understanding
- be sure you and the other person are on the same page
- use effective listening skills and “I” messages
- check your understanding of what others say and do, paraphrase appropriately (“So what you’re saying is…”)
- DON’T move on in sorting out the conflict until both parties understand one another!
Identify Goals
- identify your goal in the conflict
- identify your partner’s goal in the conflict
- identify where your goals and your partner’s goals overlap (what you both want)
Brainstorm Solutions
- Ask what the two of you can do to create a solution
- generate many possible solutions
- piggyback off the ideas of your partner
- write down all possible solutions
- do NOT evaluate ideas yet
