INTERPERSONAL SKILLS Flashcards

1
Q

INTERPERSONAL SKILLS

A
  • How communication, attitudes, and goals affect how effective people work together
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2
Q

CONFLICT RESOLUTION

A
  • BENEFITS = Mutual respect, group cohesion
  • EFFECTIVE SKILLS = Empathy, assertiveness
  • STEPS:
    1. Identify source/problem
    2. Look beyond incident
    3. Brainstorm solutions
    4. Choose solutions for all party benefits
    5. Plan prevention for further conflicts
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3
Q

MEDIATION

A
  • Impartial part to help negotiate differences before final settlement
  • Only supprt as parties resolve
  • MEDIATOR:
    1. Define agenda/common grounf
    2. Negotiate fairly/evenly
    3. Reach agreement
  • SKILLS:
    1. Maintain positivity/professionalism
    2. Refocus away from negativity
    3. Create common enemy to unite against
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4
Q

NEGOTIATION

A
  • Process of achieving agreement through discussion to resolve dispute
  • Negotiators bargain for individual/collective adv’s
  • STAGES:
    1. Preparation
    2. Discussion
    3. Goal Clarification
    4. Negotiate Outcome
    5. Agreement
    6. Implementation
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5
Q

LEADERSHIP

A
  • A person who guides, inspires, and directs others
  • Autocratic = Dictator
  • Democratic = Collaborative
  • Laissez Faire = Casual
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