INTERPERSONAL SKILLS
Vinod Shastri
By
language & communication
using feedback
listening
conflict handling
questioning
ESSENTIAL IP COMPETENCIES Self Awareness Control Motivation Acknowledging the interests of subordinates Communication skills
DEVELOPING IP SKILLS
Developing Assertiveness Accepting Responsibility Managing Conflicts Avoiding Accommodating Competing/Forcing Collaborating Compromising
Life Positions
Attitude toward Oneself
Positive
Im OK Youre not OK Im not OK Youre not OK
Im OK Youre OK Im not OK Youre OK
Negative
Negative
Positive
Attitude toward Others
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Management Conflict Styles
Passive behavior Im not OK Youre OK Im OK Youre OK Collaborating style Assertive behavior
High concern for others needs
Accommodating style
Compromising style Aggressive behavior
Avoiding style
Forcing style
Low concern for others needs
Im not OK Youre not OK
High concern for own needs
Im OK Youre not OK
Factors Hampering Interpersonal Interactions
Poor Listening Emotional Arousal Lack of Time Differences in objective
Eric Berne and Transactional Analysis Transactional Analysis A unified system of individual and social psychiatry Focuses on the individual but also ones relationship to others A model for explaining why and how: People think like they do People act like they do People interact/communicate with others
Eric Berne and Transactional Analysis Transactional Analysis People have three ego states: parent, adult, child Parent: when a person thinks, feels & behaves in ways copied from his/her parents Child: thinking, feeling, behaving as one did as a child
Adult: thoughts, feelings, or behaviors that are a direct result of current happenings
Key point: people shift in & out of these states
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The Three Ego States Parent- Do as I do Child- What shall I do? Adult- I will be frank with you Biological conditions are irrelevant to these ego states. We shift from one ego state to another in transactions. Parent- Why dont you prepare a time-table? Child- What is the point when one cannot follow it? Becomes an Adult.
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Ego Portraits
People have favorite, preferred ego state, depicted by larger circle in a diagram Parent Adult Child
P A
A A C
C
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Eric Berne and Transactional Analysis Transactional Analysis further development
Parent & child ego states subdivided
Parent state: controlling or nurturing Child state: free child (FC) or adapted child (AC) AC a person conforms & adapts to demands of others
FC a person acts & feels like an uninhibited & unsocialized child
Adult state: current self
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Transactional Analysis
Transactional analysis (TA): a method of understanding
behavior in interpersonal dynamics. The three ego states
Parent Child
Critical parent Sympathetic/nurturing parent
The three types of transactions
Adult
Natural child (affectionate playful) Adapted child
Complementary Crossed Ulterior
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Types of Transactions
Complementary Transactions: Appropriate and
Expected Transactions indicating healthy human relationships. Communication takes place when transactions are complementary. A stimulus invites a response; this response becomes a stimulus inviting further response and so on.
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Transactional Analysis Types (I)
Complementary transaction
Supervisor
P A C
Employee
P A C
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Eric Berne and Transactional Analysis Transactional Analysis occurs when the ego states of 2 people interacting is assessed
Complimentary interaction:
one person in a nurturing parent ego state other person in their adaptive child ego state
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Eric Berne and Transactional Analysis
For a leader-follower, the following complementary transactions could occur:
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Transactional Analysis Types (II)
Crossed transaction
Supervisor
P A C
Employee
P A C
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Types of Transactions
Crossed Transaction: This causes most difficulties in
social situations. May be, you should improve your study habits. You always find fault with me whatever I do ParentChild interaction.
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Eric Berne and Transactional Analysis
Transactional Analysis occurs when the ego states of 2 people interacting is assessed, contd.
Crossed transaction:
A leader in the adult ego state deals with A subordinate who responds from their free child ego state with somewhat negative, rejecting input from the leader
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Eric Berne and Transactional Analysis
For a leader-follower, there are a number of possible crossed transactions:
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Transactional Analysis Types (III)
Ulterior transaction
Supervisor
P A C
Employee
P A C
Supervisor
P A C
Employee
P A C
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STROKES
Positive Negative Neutral
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UTILITY
Communication Motivation Leadership
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Building Positive Relationship
Focus on Problem Solving Dont Deceive Empathy Listen Use of Praise
Be specific Praise progress Sincere Dont overdo Timing
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Dealing with Criticism
Understand the reason behind Empathy Dont personalize criticism Do not be Judgmental Do not overload
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NEGOTIATIONS
Steps Involved Planning Impersonal Relationship Building Exchanging Task-Related Information Persuasion Agreement
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Negotiation Tactics & Behavior
Location Time Buyer-Seller Relation Extreme Behavior Promises/Threats Using Silence
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Thank you
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