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Managing Work Relationships PURPOSE Personal support and improvement Continuous Quality Improvement Improving the end product/result by improving the process Enhancing work relationships “Continuing Education” Information for specific situations Information generalized to life experiences OUTLINE Overview: Two Sides of the Same Coin Understanding and Appreciating Diversity Role of Respect: “Living” the Virtue Communication Skills: More Than Talk Privilege versus Right: Similar but Different Boundaries: Knowing/Respecting Limits Personal Responsibility: Employee Corporate Responsibility: Management OVERVIEW Human Side Individual identity Personal goals Personal needs Developing abilities and talents Personal role in a community “What’s in it for me” Business Side Corporate identity Corporate goals Corporate needs Supporting and affirming staff growth Creating a community environment “What’s in it for us” DIVERSITY “The cure for boredom.” Definition: “Differing from one another” Examples Critical element for fostering team work and team effectiveness The whole is bigger than the parts: it all adds up Making the most out of conflicts and differences DIVERSITY (continued) Advantages Adds variety to life More sources of learning and experience Stimulates and helps eliminate boredom Helps me look at the world around me more realistically Challenges Forces me to be open and flexible Requires me to be secure in myself and possibly change Asks me to look beyond myself and what is comfortable for me R.E.S.P.E.C.T Regard: knowing who I’m dealing with Empathy: what if I were you Sincerity: how bad/good I really am Patience: when life doesn’t go my way Embracement: how big/small I really am Courtesy: are my manners showing Tolerance: how insecure/secure I really am COMMUNICATION SKILLS Definition: “A process by which information is exchanged”… “A learned power of doing something; a developed ability” The Art of Communication It’s not all talk Healing versus Hurting “Give and Take” of Communication Habits of Effective People Seek first to understand, then to be understood. Stephen Covey from Seven Habits of Highly Effective People Listening COMMUNICATION SKILLS We have been given two ears and one mouth. We should listen twice as much as we talk! Ancient Proverb Communication Skills “I” Messages Describes objectively how you feel. Focuses on your feelings. Does not assign blame. Specific behavior is described. Non-verbal elements such as tone of voice and body language are critical. Requires a non-judgmental attitude. Can include a state of change and consequence. How Do You Come Across? 55%--Body Body language, facial expressions, hand gestures, use of space, movements Word 7% Voice 38% Body 55% 38%--Voice Tone, pitch, rate, volume 07%--Word Actual words spoken Ten Rules for Effective Communication Put your needs and emotions aside initially: “give peace a chance” Watch your tone of voice and body language: “how you come across” Actively listening: “be in the moment” Blend: “come in from the cold” Reflectively listening: “when the ball is in your court” Identify positive intent: “giving the benefit of the doubt” Ask clarifying questions: “when in doubt, ASK” Redirect: “keeping the volley going” Tactfully interrupt: “saving face” Summarize and confirm: “an ounce of prevention is worth a pound of cure” RIGHT versus PRIVILEGE Definition: “Those things to which I have a just claim” Examples Balancing my rights with those of others Protecting my rights because they can be lost: how rights relate to privileges Definition: “A right granted as a peculiar benefit” Examples Using my privileges wisely Protecting and honoring privileges to preserve my rights BOUNDARIES Definition: “Something that indicates or fixes a limit” The purpose of boundaries “Good fences make good neighbors” Every fence needs a gate Examples of boundaries When boundaries are violated Boundary Rule: “Does it belong to me or does it belong to someone else.” PERSONAL RESPONSIBILITY Example: “Wayne’s World” Taking care of myself Fulfilling personal responsibilities Knowing my place Being true to myself: “individual strength” Being true to others: “interwoven strength” Keeping perspective and remembering the big picture CORPORATE RESPONSIBILITY Remember the Mission “If it doesn’t contribute to the mission, it doesn’t belong” Don’t take it personal Delegated responsibility Remember the role The purpose of entrusted responsibility Protect against “vandalism” Being the coach CREATE A PERSONAL ACTION PLAN TO IMPROVE WORK RELATIONSHIP If it’s to be, It’s up to me!