Managing Work

Relationships

PURPOSE

Personal support and improvementContinuous 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 CoinUnderstanding and Appreciating DiversityRole of Respect: “Living” the VirtueCommunication Skills: More Than TalkPrivilege versus Right: Similar but DifferentBoundaries: Knowing/Respecting LimitsPersonal Responsibility: EmployeeCorporate 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”ExamplesCritical element for fostering team work and

team effectivenessThe whole is bigger than the parts: it all adds upMaking 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 withEmpathy: what if I were you Sincerity: how bad/good I really amPatience: when life doesn’t go my wayEmbracement: how big/small I really amCourtesy: 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 CommunicationIt’s not all talkHealing 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

We have been given two ears and one mouth.

We should listen twice as much as we talk!

Ancient Proverb

COMMUNICATION SKILLS

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?

Body55%

Voice 38%

Word7%

55%--Body Body language, facial expressions, hand gestures, use of space, movements

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”

ExamplesBalancing my rights with

those of othersProtecting my rights

because they can be lost: how rights relate to privileges

Definition: “A right granted as a peculiar benefit”

ExamplesUsing my privileges

wiselyProtecting and

honoring privileges to preserve my rights

BOUNDARIESDefinition: “Something that indicates or fixes a

limit”The purpose of boundaries

“Good fences make good neighbors” Every fence needs a gate

Examples of boundariesWhen boundaries are violatedBoundary Rule: “Does it belong to me or does it

belong to someone else.”

PERSONAL RESPONSIBILITY

Example: “Wayne’s World”Taking care of myselfFulfilling personal responsibilitiesKnowing my place

Being true to myself: “individual strength” Being true to others: “interwoven strength”

Keeping perspective and remembering the big picture

CORPORATE RESPONSIBILITYRemember the Mission

“If it doesn’t contribute to the mission, it doesn’t belong”

Don’t take it personalDelegated responsibility

Remember the role The purpose of entrusted responsibility

Protect against “vandalism”Being the coach

If it’s to be,It’s up to me!

CREATE A PERSONAL ACTION PLAN TO IMPROVE WORK

RELATIONSHIP