Interpersonal Processes

Inter Personal Issues, Communication and Conflict

Interpersonal relation
Most organization have people problem rather than business problem. People problems are due to faulty interpersonal relations , which hinders the attainment of organizational goals. Efforts Should therefore be made to enhance the interpersonal skills of the people at work. Performance of members of any organization depend on their ability to effectively interact with their superior, subordinate and coworker within the organization and consumer, supplier and general public.
FACTORS AFFECTING INTERPERSONAL RELATIONS


1. 2. 3. 4. 5.

Personality Factors
Self Concept Personal Frame of Reference Defensiveness Inter personal Relation Needs Feelings


1. 2. 3.

Interaction Setting
Job Requirement Organizational Culture Trust Level

TOWARDS ENHANCED INTERPERSONAL RELATIONS

Communication
Effective communication is essential for the functioning of any organization. Managers need to transmit orders and policies, build cooperation and team spirit and identify problem and their solutions. How are communication Channels used in organizations?  Formal Communication Downward Communication Upward Communication Horizontal Communication  Informal Communication The Grapevine Patterns and direction of communication flows have important consequences for both task accomplishment and personal satisfaction.

Barrier and Effective Communication

BARRIERS OF COMMUNICATION  Frame of Reference  Semantics  Value Judgements  Selective Listening  Filtering  Distrust EFFECTIVE COMMUNICATION  Clarity of Message  Development Credibility  Feedback

Interpersonal Conflict
Conflict is one of the inescapable aspects of individual, group or social relations. It develops in situation in which one party perceives that the other party has frustrated his/her major concerns. How conflict Progresses? Stage I- It may occur due to the interdependence, goal difference, ambiguity of responsibility etc. Stage II- Members become aware of a problem. Parties feel the tension and begin to worry about what will happen Stage III- Parties begin to focus on differences of opinion and opposing interests. Internal tension and frustration begin to crystallize around specific defined issues Stage IV- Conflict is manifested at this stage when the opposing parties act to achieve their objective and frustrate the other. Stage V- Conflict finds an outcome at this stage

Counseling Processes

Meaning
Person of any age, in any walk of life and with almost any kind of problems can be helped to gain power over the adversities and opportunities of their lives.The process of counseling, broadly conceived, is to enable the client to cope with life situations, to reduce stress, to engage in growth related activities and to make effective and important decisions. Features of Counselling  Understanding  Change in the Client  The quality of the Relationship  Self-Disclosure and Self-Confrontation  An Intense Working experience  EthicalConduct

Qualities of an Effective Counselor

           

Effective helpers are skillful at reaching out Effective helpers inspire feelings of trust, credibility and confidence Effective helpers are able to reach in as well as to reach out Effective helpers also like and respect themselves and do not use the people they are trying to help satisfy their own needs Effective helpers communicate caring and respect for the person they are trying to help Effective helpers have expertise in some area which will be special value to the person being helped Effective helpers attempt to understand the behaviour of thepeople they try to help without imposing value judgements Effective helpers develop an in-depth understanding of human behaviour Effective helpers are able to reason systematically and to think in terms of system Effective counselors are able to understand the social ,cultural and political context in which people operates and have a world-view of human events Effective helpers are counselors are able identify behaviour patterns that are self-defeating and help others change the behaviour to more personally rewarding behaviour patterns Effective helpers have a model or image of the quality and behaviour patterns of a healthy and effective or fully functioning, individuals

Counseling in Organization
Workplace Counseling could be viewed as on a continuum with varying opinions on its aim and objective spanning from converting the business goals into clinical goal to totally focusing on the individual in a particular context. There is a range of positions between the two poles which combine the above with varying emphasis on one position or the other. Counseling in an organization can be set up in two ways:- Inhouse counseling provision and out-house counseling provision. There is almost no research on the values of internal versus external counseling services, and whether which one is better than the other.

STRENGTHS distinct from the politics of the organization It can challenge what is taken for granted within the company It can offer training as well as counseling

WEAKNESS be flexible in what he can offer The counseling service has to make a profit It may not adapt easily to individual companies

The counseling service is The counselors may not

BEHAVIOUR MODIFICATION

Meaning
A manager is someone who organizes a group to achieve a given objective. It may be exotic as winning the pennant or an mundane as making sure all the garbage is picked up, but it remains a job of controlling behaviour to achieve an end. The managers role is one of managing peoples behaviour so that both they and the organization prosper. The manager is responsible for scheduling behaviour , promoting it, setting goals for it, measuring it, and evaluating it. Behaviour is a function of its consequenses. That is the heart of the behavioural approach if you all of your time nagging and critcising a particular employee, you are likely to find that he comes to work less frequently ad avoids you when he is present. Work is punishing to that employee and he will escape it whenver possible. Work behaviour that lead to reward will increase. Those that lead to discomfort will decrease

Guidelines for Implementing Behaviour Management Programme

   

Observe Pinpoint Record Change the consequences Implementing a Positive Reinforcement Programme RULE I-Reward Selection RULE II-New Rewards should be identified RULE III-Look for naturally occuring rewards RULE IV-Give out enough of the reward so that it is worthwhile for the employee to respond RULE V-Provide rewards contingent upon performance of appropriate work behaviour RULEVI-Set up reinforces for a behaviour so that they follow that behaviour as quickly as is practical RULEVII-Make sure that your rewards follow than precede the behaviour you wish to increase RULEVIII-Make your rewards contingent on behaviour not outcomes RULEIX-start at the current level of performance RULEX-Reward small steps of improvement toward a final goal RULEXI-Establish a system that will overrward rather than underrward behaviour RULEXII-State your objective in positive terms

PERSUATION

Meaning
Persuasion is the process of changing or reinforcing attitudes, beleifs or behaviour of a person. People respond to persuasive message in two ways: thoughtfully and mindlessly. The concept of persuation has a clear and important focus in the fields of marketing; McGuire states as changing peoples attitude and behaviour through the spoken and written words.

Importance of Persuasion
 Attitude at the level of conviction  Value System  Beliefs or Presuppositions

The Process  People are inherently brilliant  People can learn to do anything they want to do easily  Rapport is a natural function of communication which is brought about by honoring the person with whom you are communicating  The goal is in finding out what the other person wants  When selling a product, targetting people who are already interested in that product makes sense  There is no resistance, only feedback