Chapter 8 DuBrin

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Chapter 8 (DuBrin)

• Getting along with people at work

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Objectives

• Select several tactics for developing a good
  relationship with your manager or team leader

• Deal effectively with a problem manager

• Describe methods of getting along with coworkers

• Identify tactics that help a person become a good
  team player

• Pinpoint tactics for dealing effectively with
  difficult people

• Specify approaches to building good relationships
  with customers

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Developing good relationships with your manager
or team leader

• Creating a favorable impression
• Coping with an intolerable manager

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Achieve good job performance

• Most effective way for you to favorably impress a
  manager.
• You get the job done with your
• Education
• Training
• Personality characteristics
• Job experience
• Special skills
• You assist your manager with difficult problems
  or special events.

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Display a strong work ethic

• You work hard and enjoy the tasks
• You demonstrate competence always
• You assume personal responsibility for problems
• You assume responsibility for free-floating
  problems
• You get you projects completed promptly
• You accept undesirable assignments willingly.

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What is a work ethic?

• An ethic is the set of beliefs that control or
  shape your behavior.
• A positive work ethic is a belief in the dignity
  and value of work.
• History of the American Work Ethic
• Do you think that everyone in our culture has the
  same work ethic?

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Work Ethic through the Ages
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Work Ethic through the ages
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The American Work Ethic
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American Work Ethic
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The American Work Ethic
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Influences on Work Attitudes

• Family, peers, significant adults
• Public school systems
• Propaganda

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What is a free-floating problem?

• Trash on the lawn.
• Tools left adrift.
• Lights left on.
• Good gossip not transmitted.
• No soap in the dispenser.
• No toilet paper.
• Dry drains.

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Emotional Intelligence

• Dealing with anger.
• Recognizing nonverbal cues, emotions, feelings,
  mood.
• Making others feel secure and confirmed.
• Forgiving inconsequential offenses.

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Dependability and Honesty

• Highly valued virtues.

This relates to computer systems. How about
people? More.
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An interest in the mission or purpose of your
organization.

• Promote your company
• Many employees DO NOT care about their companys
  products or services
• Get information from the organizational Web site.

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Be a good organizational citizen

• Responsibility for free-floating problems
• Take on extra work/ duties
• Anticipate problems and be fore-handed.
• Be resourceful.

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Strong Presence

• High visibility projects
• Broaden skills and knowledge
• Community service
• Show initiative and creativeness
• Help your manager accomplish his/ her goals.

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The Performance Standard

• Know what your manager expects you to do.
• Review your work goals with your manager.
• Test often to make sure your goals and the
  organizational goals work together.

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Be ready with solutions

• Recommend alternative solutions along with every
  problem.
• Keep your boss informed and be careful of taking
  too much initiative.

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Complaints

• Minimize them
• Dont get a reputation as a whiner.
• If you have a complaint, recommend a remedy (fix).

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The old end-run.

• Embarrass and infuriate your manager by taking
  your problems and complaints to his/ her
  superior.
• Experienced managers will not listen to you.
• If you have to appeal to higher authority, keep
  you immediate superior informed.

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Fraternization with superiors is tricky business.

• Role confusion
• Favoritism
• Stick to the company-sponsored parties and group
  activities.
• Romance needs space.

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What are favorable interactions?

• Find common ground
• Show some level of interest in the boss life
  (names and ages of children)
• Praise when it is deserved
• Personal favors (probably not sexual)
• Volunteer your assistance
• Congeniality
• Politeness

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Routinely reevaluate your manager

• Be cautious in evaluating or stereotyping,
  profiling anyone.
• Judge slowly and fairly.
• First impressions may be erroneous.

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Confront about problems

• Spell it out.
• Use good communication techniques (Chapter 5)

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The disorganized boss

• Be extra careful to have your job description
  clearly defined.
• Tell your boss how he/ she is getting in the way
  (be tactful)
• Learn how to get the direction and support your
  boss fails to deliver.
• See the situation as an opportunity for you to
  look good.

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Develop allies by being civil

• Courteous, Kind, Cooperative
• Cheerful, Good manners, Pleasant, Friendly
• Social rather than anti-social activity
• Optimistic, positive

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Recognize and affirm others

• Make others feel important
• Recognize real accomplishments
• See Human Relations Self-Assessment Quiz 8-2

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Honest and Open Relationships

• Accurately express your feelings and opinions
  that matter (assertiveness)

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The Team Player

• A very highly ranked workplace behavior.
• Emphasize group accomplishment and cooperation.

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Team player behavior

• Share the credit
• Be helpful and cooperative
• Be dependable and honest
• Share information and opinions
• Provide emotional support (cheer leading)
• Golden rule

• Avoid harming the team
• Shared laughter
• Company sponsored social events
• Refrain from bragging, share the wealth
• Share the glory
• Avoid back-stabbing

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The group standards of conduct (norms)

• Guide for job and social behavior
• Observation and direct indoctrination
• Some risk in being just one of the gang
• Balance teamwork with self distinction.

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Other Advice

• Express an appropriate level of interest in the
  work of others
• Use appropriate complements

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Dealing effectively with difficult people

• Take problems professionally, not personally
• Give ample feedback
• Listen and respond
• Tack and diplomacy
• Humor
• Reinforce Civil Behavior and Good Moods

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Who is my customer?

• External Customers
• Internal Customers

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Good Relationships with Customers

• How much do we intend to accommodate customer
  needs?
• Understand customer needs and place them at
  center.
• Show care and concerned (but only if you care and
  are concerned)

• Positive attitude
• Make customer feel good
• Smile
• Business ethics (dependability, honesty)
• Helpful, not defensive
• Inviting, hospitable
• Avoid rudeness.