Outline for Competency 2.0 Objectives 2.01-2.03

Objective 2.01: Differentiate between positive and negative interpersonal skills in a variety of workplace settings.

  1. Summarize the types of communication.
  1. Verbal
  1. Listening
  2. Speaking
  3. Reading
  4. Writing
  1. Non-verbal
  1. Gestures
  2. Posture
  3. Facial expressions
  1. Analyze components of effective communication.
  1. Sender/encoder
  2. Message
  3. Channel
  1. Voice
  2. Written text
  3. Visual images
  1. Receiver/decoder
  2. Feedback
  1. Differentiate between practices that promote and impede listening and understanding.
  1. Hearing vs. listening
  2. Effective listening skills
  1. Concentration
  2. Avoiding distracters
  3. Avoiding interruption
  4. Asking for clarifying details
  5. Giving feedback
  1. Barriers to listening
  1. Interruption
  2. Prediction of message
  3. Blocking message due to personal views
  4. Inability to hear
  5. Distracting mannerisms
  6. Non-understanding
  7. Wandering thoughts
  1. Differentiate between constructive and destructive feedback.
  1. Characteristics of feedback

a. Constructive

1)Private

2)Addresses behavior

3)Specific

4)Prompt

5)Positive

6)Suggests actions to solve the problem

b. Destructive

1)Public

2)Addresses personal characteristics

3)General

4)Delayed

5)Negative

6)No solutions offered

  1. Understand the importance of feedback/constructive criticism.

a. Prevents costly mistakes/accidents

b. Provides opportunity for improving work performance

  1. Summarize routes of feedback/constructive criticism.
  1. Oral/verbal
  2. Written performance evaluations
  3. Visual
  1. Summarize steps to provide constructive feedback.
  1. Tact
  2. Sandwich technique

1)Compliment

2)Criticism

3)Compliment

  1. Differentiate between positive and negative response to feedback.
  1. Positive

1)Make sure that you understand the feedback.

2)Identify the solution(s).

3)Take action.

  1. Negative

1)Defensiveness

2)Denial

3)Emotional display

E. Differentiate between positive and negative reaction to conflict.

1. Potential conflicts

2. Reactions in a conflict

a. Negative

b. Positive

3. Communication in conflict situations/”I” statements

a. I feel ______

b. When you ______

  1. Because ______

d. And I want ______.

4. Conflict resolution model

a. Define the problem.

b. Suggest possible solution(s).

c. Evaluate the possible solution(s).

d. Compromise.

e. Seek mediation/arbitration if the conflict cannot be

resolved.

F. Summarize techniques to positively manage anger.

1. Self awareness

2. Understand others.

a. Empathy

b. Tact

3. Management strategies

G. Differentiate between effective and ineffective handling of

complaints.

1. Ineffective handling

2. Effective handling

a. Ask for an informal meeting.

b. File a complaint properly; complaint letter.

c. Turn to outside agencies.

1.) Wages and hours – Employment Standards

Administration

2.) Equal Pay – US Equal Employment Opportunity

Commission (EEOC)

3.) Discrimination - US Equal Employment Opportunity

Commission (EEOC)

4.) Safety – Occupational Safety and Health

Administration (OSHA)

  1. Differentiate between appropriate and inappropriate treatment of co-workers.

1.Etiquette

2.Privacy practices

3.Gossip

4.Professionalism

5.Avoiding comparisons

a. Workload

b. Salary

  1. Treatment of co-workers

1.) Parking spaces

2.) Vacation periods/schedules

3.) Work schedule

4.) Bonuses

I. Differentiate between ethical and unethical behavior.

J. Summarize the steps for effectively handling a problem.

1.Identify and analyze the problem.

2.Collect and analyze data.

3.Consider possible solutions.

4.Choose the best option.

5.Implement the plan.

6.Observe, evaluate and adjust the plan as needed.

  1. Differentiate between actions that demonstrate respect for a diverse workforce and those actions that discriminate against a diverse workforce.

1. Analyze diversity trends in the US.

a. Language

b. Disability

c. Religion

d. Gender

e. Age

2. Summarize the benefits of diversity.

  1. Fewer lawsuits
  2. Increased productivity

c. Higher morale

d. Increased productivity

e. Quality workers attracted to the company

f. Decision making improves

g. Better understanding of diverse customers

h. Creation of goodwill and positive ties with government agencies

  1. Exemplify employee actions that encourage respect for workplace diversity.
  1. Show flexibility.
  2. Examine your assumptions, prejudices and stereotypes.
  3. Explore different cultures.
  4. Show patience in communicating and understanding.
  5. Admit unfamiliarity of diverse customs along with a willingness to learn more about them.
  6. Show respect for ideas different from your own.
  7. Avoid stereotypical jokes/humor.
  8. See the humanity in every person.
  1. Summarize actions that demonstrate discrimination.
  1. Basis of discrimination

1.) Sex

2.) Race

3.) Color

4.) National Origin

5.) Language

6.) Religion

7.) Disabilities

8.) Age

9.) Sexual orientation

10.) Appearance

b. Actions

  1. Outline laws that protect employees from discrimination.

a. Fair Labor Standards Act

b. Equal Pay Act

c. 1964 Civil Rights Act

d. Age Discrimination in Employment Act of 1967

e. Immigration Reform and Control Act of 1986

f. Americans with Disabilities Act

g. 1991 Civil Rights Act

h. Sexual Harassment

  1. Differentiate between actions that facilitate and impede effective

teamwork.

1. Actions that facilitate teamwork

a. Listen and communicate effectively.

b. Follow up with responsibilities/assignments.

c. Resolve conflicts.

d. Motivate/inspire others.

e. Support team goals.

f. Show initiative.

g. Accept assigned role(s).

h. Share views, ideas and opinions in a positive manner.

I. Be a problem solver, not a problem maker.

j. Be open-minded and tolerant.

k. Demonstrate trust.

l. Stay focused.

2. Actions that impede teamwork

M. Differentiate between effective and ineffective leadership styles

and strategies.

1. Authoritative/Autocratic

2. Participatory/Democratic

3. Laissez Faire

Objective 2.02: Apply effective interpersonal skills in a variety of workplace settings.

  1. Execute communication skills.

1. Implement Reading/Comprehension skills.

Comprehension

a. Benefits of reading for comprehension

1.) Improves job performance/productivity

2.) Helps save time/money

3.) Improves safety

b. Effective reading skills

1)Read with purpose.

2)Browse material before reading.

a.) 1st paragraph

b.) headings

c.) Illustrations

d.) Last paragraph

3)Read for meaning.

4)Improve vocabulary.

2. Apply written communication skills.

a. Business letter

1.) Format

a.) Return address

b.) Date

c.) Inside address

d.) Salutation

e.) Body

f.) Complimentary close

g.) Signature

h.) Reference initials

2.) Types of business letters

a.) Request letters

b.) Bad news letters

c.) Good news/commendation letters

b. Memo’s

1) To

2) From

3) Date

4) Subject

5) Body

c. Essays

1.) Introduction

2.) Body

3.) Conclusion

3. Apply oral communication skills.

a. Importance of nonverbal communication

1)Posture

2)Gestures

3)Facial expression

b. Effective speaking skills

1)Speak clearly

2)Speak to the listener(s)

3)Use a friendly tone

4)Use standard English

5)Talk “with” the listener vs. “at” the listener

c. Public speaking/speeches

d. Telephone etiquette

1) Answer promptly.

2) Greet caller professionally and pleasantly.

a) Name of company/department

b) Personal name

c) Offer of assistance

3) Hold phone at least 1” from the mouth.

4) Do not eat, drink or chew gum.

5) Record message(s).

a)Date

b)Time

c)Name of caller

d)Name of person to receive message

e)Content of message/desired action

f)Contact number

4. Use communication technology.

a.Computers/E-mail

b.Voice mail

c.Cell phones/text messaging

d.Walkie-talkies

e.Headsets/voice recognition

f.Teleconferencing/video conferencing

  1. Use communication skills to provide constructive feedback.
  1. Use communication skills to properly address a complaint.

B. Use the conflict resolution model to negotiate conflict.

1. Communication in conflict situations/”I” statements

a. I feel ______

b. When you ______

c. Because ______

d. And I want ______.

2. Conflict resolution model

a. Define the problem.

b. Suggest possible solution(s).

c. Evaluate the possible solution(s).

d. Compromise.

e. Seek mediation/arbitration if the conflict cannot be resolved.

C. Apply interpersonal skills through teamwork.

1. Exemplify types of teams.

a. Functional

b. Cross-functional

c. Multi-functional

2. Summarize the team formation stages.

a. Forming

b. Storming

c. Norming

d. Performing

3. Compare team roles.

a. Facilitator/leader

b. Encourager

c. Task manager

d. Critic

e. Recorder

4. Carry out a task through teamwork.

D. Apply problem solving skills through a team task.

E. Implement practices that demonstrate workplace etiquette and

professionalism.

1. Courtesy

2. Respecting privacy

3. Appropriate dress

4. Working with supervisors and coworkers

5. Punctuality

6. Accountability

7. Motivation

8. Integrity

9. Self-discipline

Objective 2.03: Critique positive interpersonal skills contributing to effective workplace interactions.

  1. Critique interpersonal skills through the Interpersonal Behavior Assessment.
  2. Critique leadership qualities.
  3. Critique oral and written communication against criteria.
  4. Critique the appropriateness of feedback/criticism.
  5. Critique team work skills on both a group and individual basis.
  6. Critique problem-solving skills on both an individual and team basis.
  7. Critique the appropriateness of workplace interactions.
  8. Critique effectiveness of conflict resolution practices.

OUTLINE FOR CM 2.0Page 1