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Chapter 13 Interpersonal Relationships at Work
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Applying Interpersonal Skills

WHAT YOU’LL LEARN
Proper workplace etiquette and

how to practice it
Strategies for resolving conflicts

smoothly and effectively
continued
WHAT YOU’LL LEARN
How to appreciate and increase

sensitivity to diversity in the
workplace
WHY IT’S IMPORTANT
Coworkers and employers will base

their opinions of you on the
behaviors and attitudes you display
in the workplace.
KEY TERMS
etiquette
conflict resolution
diversity
stereotype

Etiquette is good manners: It’s the rules
of polite behavior in dealing with other
people.
Be Courteous
Greet your coworkers when you come
to work.
Address people by name.
Don’t interrupt private conversations.
Avoid tying up equipment that other
people may need to use.
Dress Appropriately
Wear neat, clean clothes.
Don’t use your wardrobe or hairstyle
to attract attention.
Be Punctual
Be at work on time.
Arrive at meetings promptly.
Meet deadlines.
If you promise to call someone at a
certain time, keep your word.
Faxes, E-Mail, and Voice Mail

Treat electronic communication as you
would treat private mail.
Don’t read or listen to any form of
communication unless it is addressed
to you.
Shared Office Space

Respect your coworkers’ private
spaces.
Never look in a locker, file cabinet,
or desk that is not your own.
Working with Your Supervisor

Treat your supervisor with the same
respect and courtesy that you do your
coworkers.

Deal with any criticism from your
supervisor in an objective and
professional manner.
Practice initiative instead of asking your

supervisor about details that don’t need
his or her approval.

Whenever you can, offer help to your
supervisor.
Discuss your work-related complaints

with your supervisor.
Chapter 13 Graphic
Interpersonal Organizer
Relationships at Work
Workplace Etiquette
MANNERS RESPECT RESPECT YOUR
PRIVACY SUPERVISOR
• be punctual • computers • listen to
• be courteous • phone criticism
• dress • e-mail • practice
professionally • voice mail initiative
• offer to help
Chapter 13 • Interpersonal Relationships at Work Succeeding in the World of Work

Conflict Resolution
Conflict resolution is a problem-solving
strategy for settling disputes.
Conflict resolution allows both sides to

“save face” and lessen ill-feeling.
Conflict Resolution
Conflict resolution focuses on the
issues, not the personalities of the
people involved.
Prepare for conflict resolution by

practicing your communication skills in
the disputes you have with your friends.
Diversity in the Workplace

Diversity is variety.
Embracing diversity is one way to

discourage conflict at work.
Diversity in the Workplace

Show respect for everyone, regardless
of:
cultural differences,
religious differences,
age,
gender, or
viewpoint.
Overcoming Stereotypes
A stereotype is an oversimplified and
distorted belief about a person or group.
The danger of thinking in stereotypes is
that it does not allow for individuality.
It encourages an “us versus them”

mentality.
Getting along with a diverse group of
people requires:
respect,
sensitivity, and
communication.
Many businesses sponsor diversity
training programs to help employees
overcome stereotyping.
Cultural Distinction
What’s polite in one society may be rude
in another.
Apologize if you are unintentionally

impolite.
Gender Distinction
Effective coworkers have equal respect
for members of both sexes.
It is wrong—and illegal—to harass

anyone because of gender.
Generational Distinction
As a young person, you may have a
different point of view from your elders.
You can bridge the difference by

listening carefully and finding points on
which you can agree.
REVIEW
Key Concept Checkpoint
Comprehension
1. How does technology affect etiquette

in the workplace? Give an example.
continued
REVIEW
Comprehension
2. Why is creative thinking an important

part of conflict resolution?
continued
REVIEW
Comprehension
3. Why are respect, understanding, and

communication especially important
in a diverse workplace?
continued
REVIEW
Critical Thinking
4. What should you do if a coworker

shares a racist or otherwise offensive
joke with you?
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Chapter 13 Interpersonal Relationships at Work

SECTION OPENER / CLOSER

Applying Interpersonal Skills

WHAT YOU’LL LEARN

Proper workplace etiquette and

Strategies for resolving conflicts

WHAT YOU’LL LEARN

How to appreciate and increase

WHY IT’S IMPORTANT

Coworkers and employers will base

Applying Interpersonal Skills

Faxes, E-Mail, and Voice Mail

Shared Office Space

Working with Your Supervisor

Working with Your Supervisor

Practice initiative instead of asking your

Working with Your Supervisor

Discuss your work-related complaints

Chapter 13 • Interpersonal Relationships at Work Succeeding in the World of Work

Conflict resolution allows both sides to

Prepare for conflict resolution by

Diversity in the Workplace

Embracing diversity is one way to

Diversity in the Workplace

It encourages an “us versus them”

Apologize if you are unintentionally

It is wrong—and illegal—to harass

You can bridge the difference by

1. How does technology affect etiquette

2. Why is creative thinking an important

3. Why are respect, understanding, and

4. What should you do if a coworker

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