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Interpersonal skill in general stands forthe way people relate to one another.

In business contexts it means themeasure of a persons ability to operatewithin business organizations through

social communication and interactions.

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Decision making

Critical thinking

Dealing with complexity

Team buildingConflict management & negotiation

Crisis management

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Interpersonal skills of a person determine the qualityof his relationships with others in the organization.Developing interpersonal skills involves building

positive relationships by focusing on solving problemsrather than controlling others, by showing empathyand by listening with an open mind.

It also involves cultivating the habit of giving praiseand dealing with criticism effectively.

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The main interpersonal challenges faced by theemployee in an organization or work place are asfollows.

Conflict

stress

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Conflicts at workplace are

inevitable and most commonly

arise due to differences in the

way people see, hear and

interpret things.

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Ineffective handling of conflicts can

cause frustration and stress and damage

relationships while handling conflictseffectively can generate creative solutions,

enhance job satisfaction and improve

relationships.

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Avoiding

Accommodating

Competing

C

ollaboratingcompromising

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AVOIDING: Avoiding is an unwillingness

to discuss about the conflict, pretending

that it does not exist, and attempting tosmooth out differences when they arise.

This approach may not be appropriate in

all situations.

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Example: An employee may avoidgetting into a conflict with his superior

for his unreasonable demands bykeeping quiet and looking for anotherjob.

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This approach is adopted when you aremore interested in resolving the

conflict rather than fighting to proveyour point. Persons with such attitudeare interested in getting along with

people.

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This is the good option in followingsituations.

When he/she know very well thathe/she are wrong.

When it is important to demonstrategoodwill.

When maintaining harmony is moreimportant

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Example: Flexible office timings in

organizations can help enhance productivitylevels of employees. Therefore, someorganizations are more accommodative thanothers in allowing their employees to workduring such hours that are convenient to

them.

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Competing is the response, when

employee want to prove their pointanyway. This is irrespective of thereaction that may be generated.This is most suitable when:

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The response should be spontaneous anddecisive

Unpopular decisions have to be announcedThere is a possibility of the other party

taking advantage if you adopt a cooperativeapproach.

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Example: The advertisement war betweenCoke and Pepsi, wherein ads are released inquick succession. This is done to counter thefierce competition between the twocompanies.

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Collaborating: This step is to be adopted when theinterests of both the parties should be safeguarded andpreserving long term relationship is more important.

This approach is acceptable for most situations thoughnot for all situations.

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Example: The various joint venturesbetween MNCs and Indian companies

to exploit synergies that arise from suchventures.

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Compromising: Here, both theparties forego a part of their initial

demand in order to arrive at anagreeable solution. This approach ismost suitable when:

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Goals of both the parties are important

Quick decision making is required.

Temporary solutions are needed.

When both the parties are at par andare committed to mutually exclusivegoals.

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Example:During a trade union strike,both the workers as well as the

management of a company need toadopt a compromising stance in order toreach an agreeable solution.

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Restate

Agree

RefocusDissect

Compliment

Post poneExit

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Refocus:While defusing conflicts, managers shouldnot get bogged down with trivialities and lose sightof the "Big Picture".

Example:While working as a team, there maybe several disagreements between teammembers, but this should not be an excuse forfalling behind on the crucial aspect of

completion of the project within a certaindeadline.

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Conflicts can be defused by focusing on the

areas of agreement rather thanconcentrating on the areas of disagreement.It is always advisable to begin conflictresolution on a positive note than beginning

with arguments over points of disagreement.

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C

ompliment: It is essential that both partiesin a conflict acknowledge the merits of theother.

Compromise: Many times, in order to defuse aconflict, the parties involved have tocompromise on their stance by foregoing a

few of their demands.

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In any conflict, personal feelingsshould not be allowed to dominate.

The main issue should be examinedputting aside personal feelings andprejudiced opinions.

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Postpone: It is always advisable to allowyourself some cool-down time rather thanact impulsively.Decisions taken in hasteusually end in repentance.

Exit:While attempting to defuse conflicts, if

there is a danger of losing temper, it is betterto exit from the scene of conflict

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Stress is the general term applied tothe pressures people in life.

The presence of stress at work is

almost inevitable in many jobs.

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STRESS

PHYSIOLOGICAL.ulcers

.headaches

.BP

PSYCHOLOGICAL

.emotionalstability

.depression

.tension

BEHAVIORAL

.excessive smoking

.safety problems

.aggression

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Work overload & Time dead lines

Time pressure

Poor quality of supervision

Insecure job climate

Lack of personal control

Differences between company and employees

value.Frustration

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Prevent

Escape

Manage

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Know they self

Plan the work

Face the situation

Time management

Improve interpersonal relationSocial support

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VERBAL

35%

OTHERS

10%

NON

VERBAL

55%

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Conflict and stress are inevitable one to theemployees in an present organization scenario.

The employees learn to overcome the interpersonalchallenges.

Effective way of managing the challenges leads todo their work in a better way and it helps tomaintain good environment.

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