INTERPERSONAL SKILLS Flashcards
1
Q
INTERPERSONAL SKILLS
A
- How communication, attitudes, and goals affect how effective people work together
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
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
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
5
Q
LEADERSHIP
A
- A person who guides, inspires, and directs others
- Autocratic = Dictator
- Democratic = Collaborative
- Laissez Faire = Casual