BUS 101:
HUMAN RELATIONS IN
BUSINESS
Professor Nance
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A FRAMEWORK FOR
INTERPERSONAL SKILL
DEVELOPMENT
Chapter 1
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Learning Objectives
1. Explain how interpersonal skills are learned.
2. Explain the model for interpersonal skill
improvement, including how to set goals
effectively.
3. Pinpoint your needs for improvement in
interpersonal relations.
4. Describe potential opportunities for
developing interpersonal skills on the job.
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“…90% of firings result from
poor attitudes,
inappropriate behavior, &
problems in interpersonal
relations...”
Human Relations, DuBrin, page 3
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What’s the difference?
Intrapersonal
• Intra = within,
contained by
Interpersonal
• Inter = between,
among
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Interpersonal skills
Technical knowledge
Career success
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Southwest Airlines
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PLAN OF THE BOOK
Learning Objective #1
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Interpersonal skill training
The teaching of skills in
dealing with others so they
can be put into practice
aka “soft-skills”
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Achieving Success in
Interpersonal Relations
Key concepts of
human relations
Suggestions for
implementing
Quizzes, exercises
and cases
Effectiveness
in human
relations
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MODEL FOR IMPROVING
INTERPERSONAL SKILLS
Learning Objective #2
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Soft-skill competencies
• Translating and conveying information
• Interpreting emotions of others
• Sensitivity to people’s feelings
• Resolving conflicts calmly
• Avoiding negative gossip
• Being polite
• Cooperation and teamwork
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Model for Improving Interpersonal Skills
Goal
(desired state)
Assessing
reality
Action plan
Feedback on
Actions
Frequent
practice
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5 Points About Goal Setting
1. State each goal as a positive
statement.
2. Formulate specific goals.
3. Formulate concise goals.
4. Set realistic goals as well as
stretch goals.
5. Set goals for different time
periods.
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No content
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Fine Points about Goal Setting
1. State each goal as a positive
statement.
2. Formulate specific goals.
3. Formulate concise goals.
4. Set realistic goals as well as
stretch goals.
5. Set goals for different time
periods.
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Realistic Goals
• Represents right amount of challenge.
• Easy goals not very motivational.
• Goals too far beyond capabilities can lead
to frustration and despair if person fails.
• Self-efficacy (confidence in ability to carry
out task) helps determine realism.
• Several goals that stretch capability might be
included in your list of goals.
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Action Plan
• Mechanism to change relationship
between person and environment.
• Series of steps to achieve a goal.
• Personal goal will be elusive
without action plan.
• Self-discipline needed to
implement action plan.
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Feedback on Actions
• Measures effects of actions against reality.
• Obtain feedback on consequences of
actions.
• Need short- and long-term measures of
effectiveness of actions.
• Long-term measures important because skill-
development of major consequence has
long-range implications.
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Frequent Practice
• Final step in model makes true
development possible.
• Skill must be integrated into usual
way of conducting self.
• Skill becomes a habit after it is
programmed into brain.
• Interpersonal skills involve many
habits.
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IDENTIFICATION OF
DEVELOPMENTAL NEEDS
Learning Objective #3
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Identification of Developmental Needs
• A developmental need is a specific area
in which a person needs to change.
• To improve interpersonal skills we must
first be aware of how we are perceived
by others who interact with us.
• Be candid with self about areas for
needed change.
• Think about consistency in feedback
you have received from others.
• Solicit feedback from others.
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Universal Training Needs
• A universal training need is a common
area for improvement, such as better
spoken communication skills.
• Chapters 2-17 deal with universal
training needs. Treat each chapter as
an opportunity for development.
• The 16 broad areas for universal training
needs are listed next.
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16 Universal Training Needs
1. Understanding individual differences.
2. Self-esteem and self-confidence.
3. Interpersonal communication.
4. Behaving appropriately when using digital
devices.
5. Developing teamwork skills.
6. Group problem solving and decision
making.
7. Cross-cultural relations.
8. Resolving conflicts with others.
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16 Universal Training Needs
9. Becoming an effective leader.
10. Motivating others.
11. Helping others grow and develop.
12. Positive political skills.
13. Customer service skills.
14. Enhancing ethical behavior.
15. Stress management and personal
productivity.
16. Job search and career management skills.
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Developing Interpersonal Skills on the Job
• Opportunities exist in the
workplace for developing
interpersonal skills.
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Informal Learning
• Acquisition of knowledge that
takes place naturally outside
structured learning environment.
• Trend is for companies to integrate
formal and informal learning.
• Worker can learn by observation.
• Coaching brings about informal
learning.
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Specific Developmental Experiences
Some on-the-job challenges require
high-level interpersonal skills:
• Unfamiliar responsibilities
• Proving yourself
• Problems with employees
• Influencing without formal authority
• Difficult manager