Objective 2.01.doc - Objective 2.01 UNIT:A Personal/Social...

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Objective 2.01 UNIT:A Personal/Social Development Competency CM02.00 Evaluate positive interpersonal skills in a variety of workplace settings. Objective CM02.01 Differentiate between positive and negative interpersonal skills in a variety of workplace settings. Journal Prompt(s) What stereotypes will keep me from embracing diversity in the workplace? How can I move past my stereotypes? OUTLINE Objective 2.01: Differentiate between positive and negative interpersonal skills in a variety of workplace settings. A. Summarize the types of communication. 1. Verbal a. Listening b. Speaking c. Reading d. Writing 2. Non-verbal a. Gestures b. Posture c. Facial expressions B. Analyze components of effective communication. 1. Sender/encoder 2. Message 3. Channel a. Voice b. Written text c. Visual images 4. Receiver/decoder 5. Feedback C. Differentiate between practices that promote and impede listening and understanding. 1. Hearing vs. listening 2. Effective listening skills a. Concentration b. Avoiding distracters c. Avoiding interruption d. Asking for clarifying details e. Giving feedback 3. Barriers to listening a. Interruption b. Prediction of message c. Blocking message due to personal views d. Inability to hear e. Distracting mannerisms f. Non-understanding Career Management Summer 2006 138
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Objective 2.01 g. Wandering thoughts D. 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 2. Understand the importance of feedback/constructive criticism. a. Prevents costly mistakes/accidents b. Provides opportunity for improving work performance 3. Summarize routes of feedback/constructive criticism. a. Oral/verbal b. Written performance evaluations c. Visual 4. Summarize steps to provide constructive feedback. a. Tact b. Sandwich technique 1) Compliment 2) Criticism 3) Compliment 5. Differentiate between positive and negative response to feedback. a. Positive 1) Make sure that you understand the feedback. 2) Identify the solution(s). 3) Take action. b. Negative 1) Defensiveness 2) Denial 3) Emotional display E. Differentiate between positive and negative reaction to conflict. a 1. Potential conflicts b 2. Reactions in a conflict c a. Negative d b. Positive e 3. Communication in conflict situations/”I” statements f a. I feel _______________________ g b. When you ___________________ c. Because _____________________ d. And I want ___________________. 4. Conflict resolution model a. Define the problem. Career Management Summer 2006 139
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Objective 2.01 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.
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