11.1 Relationship management
Creating relationships
It is uncommon for people to automatically reach out to others. In fact, those who do tend to reach out to complete strangers usually end up being entertainers or sales people due to their extrovert personalities. Other people remain shy. Many people will add shyness to their list of personality traits at least once in their lifetime. Communication, overcoming constraints, and making connections is possible, and you will be able to create relationships if you put your mind to it.
Maintaining relationships
Opening a line of communication and creating a relationship is one thing, but once this is in place, you must maintain it. The majority of learning in the work place is information. In fact, this is up to 70 percent of learning on the job. It comes from talking to each other and learning on the job as you go. Friendly workers are communicators, and the happier the employees are, the more they communicate and the more they are able to do their jobs, be productive, and help the company achieve success.
Relationships with co-workers
Good communication is usually defined as a person's ability to get along with their colleagues and behave in a pleasant manner when at work. Many see communication skills as a positive personality trait, and for an employer, this should count for so much more.
Business relationships
Every business relationship will involve certain communication and behavioural patterns. There is an agreement that all people should exhibit positive social cues and maintain good communication practices when it comes to relationships within the company.
11.2 Business and social assumptions
It is very easy to understand the business and social distinctions, but it's not as easy when you need to show your business side of your personality and how you treat your co-workers. There is no right or wrong answer here; you can treat co-workers as friends in some instances and it will work to your advantage, but in other instances, you may have to take a step back and treat them as the co-worker that they are.
In order to get along in a business environment, you need to be able to go back and forth between friend and co-worker and you need to do this quickly and constantly. A good example is welcoming a colleague back after being on leave with a warm “friendly' welcome, but an hour later, you need to give them some negative feedback on a report they have completed and then positive feedback on something they did well and then the end of the day comes and you give them a brisk nod of the head and a wave and you are gone. This is what is expected in a business environment and you need to be able to work between these two personalities in order to ensure you and your employees get along at all times.
11.3 Long term relationships
Companies work on building long-term relationships with clients and vendors and you should be doing the same for team members you work with each and every day. Working in a position where you will see the same people each and every day means you are going to be spending a large portion of your life with these people moving forward. You cannot afford and you don't want to make any enemies within the department, but rather focus on building long-term relationships that are going to benefit you and the team member moving forward.
11.4 Work Expectations
Positive attitude
In any working or business environment, you need to show a positive attitude to ensure productivity towards goals and to show that you are a team member who will work within the group to help the company reach its goals moving
forward. Many companies find employees become close-knit, which is not surprising when you spend so many hours a day together. Those that are friendly and happy and willing to assist to get the job done are those that are highly valued within the company.
Straightforward, honest, and trustworthy relationship skills will develop throughout your career by doing what you say you are going to do. A big event can sometimes improve your reputation with colleagues, but at the same time, going back on a promise can have a negative knock-on effect.
There are some rules you may want to consider to ensure you build up a good reputation within the company now and moving forward
-Never make any promises you don't think you can keep. At the same time, don't say the word might` if you don't think you will be able to get it done.
-Always call someone back straight away, never ignore phone messages, emails or voice mails, rather phone them back, even if you don't have the answer for them right now.
-Always provide the information you have promised. Ensure you also provide colleagues or managers with a version that can be used, not a slideshow, website, or email without any attachments.
-Accept change without fighting it. If you don't agree with your employer`s decision, there is no reason to voice your concerns, rather accept the changes and in the event things don't go to plan, you can share your thoughts at a later stage.
People who are positive tend to communicate positively across the board. Take the time to greet someone as they walk into the room. Good communications are essential to ensure business success on a daily basis. Lacking in confidence is not a reason to not communicate in the working environment. Spend your time greeting those around you, building up relationships and showcasing a positive attitude that people feel they can rely on and trust.
Cooperation
Social interaction is common even when you are at your busiest. When you are completing the nightmare report which takes hours of concentration and someone drops off some important documentation, taking that second to thank them will go a long way. When you need information, saying `please` will also help you in the long run. As others assist you in completing your reports, you may want to consider and show your willingness to help them when they are faced with a large project. Cooperation is an essential tool which must be used at all times in any business environment.
Recognition
Positive recognition is a great way to maintain communication in business relationships. You can recognise someone for their efforts and contributions within the work place. Most business communications are task focused, so remember it is all about human organisation and use this to keep the team together, communicating and remaining positive now and moving forward. A positive relationship is one that has built up over time by thanking employees and acknowledging what they have done to assist team members and the company reach their goals.
Manners
How you say things is what will come across when you are communicating inside and outside the company. When you work so closely together for such long periods, you need to have rules on how to get along. Good manners are guaranteed to go a long way and make a statement.
Take the time to greet
Take a few minutes to greet people as you arrive or they arrive to work each day and ensure you take that minute to say goodbye when they leave to go home again. Always smile and nod when you pass each other in the corridor. Social rules go a long way in any working relationship and if you want to promote a positive attitude, this is a good place to start.
Space
Know your space. This could be something as simple as standing when a superior walks into the room or you greet them and will be noticed as a sign of respect. Enthusiastic hand gestures should be kept for when you are public speaking, as they are disruptive and seen as arrogant when used in a meeting. Remember to remain polite and stand a good 18 inches away from your colleague when communicating.
Remember to always respect the other person`s privacy. This includes not using a speaker phone if you don't have the caller`s permission, not pretending you didn't hear what they said if you heard every word, and not providing corrections in a public space. In addition to this, you should not read your colleagues` emails or faxes without their permission.
Time
Ensure you are on time for everything to keep a positive business relationship gong whether with managers, colleagues, suppliers, or clients. Being timely doesn't need to get in the way of productivity. In fact, you need to ensure you are on time for all appointments and that all work is completed within the given deadline. Arrive at all appointments at least five minutes in advance.
Always return emails and phone calls within one working day and never allow interruptions to affect a meeting or phone call. Ensure you advise how much time you have available before you start your conversation. This way, you are not seen as rude when you have to leave to attend an important meeting or make an urgent phone call. While you expect others to respect your times, you need to do the same. Don't put people on hold, don't interrupt their call by taking a call waiting, and don't drag out something when you know they have an important meeting to attend.
Eating
Attending a business meeting which is combined with a meal means you need to watch your manners. Learn the expectations when it comes to formal dining, and what is and is not allowed.
Hygiene
Don't groom yourself in front of your colleagues or clients. Style your hair at home or in the bathroom and don't apply your make up at your desk. Ensure you bathe regularly and use deodorant daily. Keep your fingernails clean, trimmed, and at an acceptable length. If you do smoke, smoke in the designated area and then chew a piece of gum to reduce putting your non-smoking colleagues through your cigarette breath when talking to them.
Getting acquainted
Getting acquainted with your colleagues is usually quite an easy process. It is common that you will find some of the colleagues don't interact too well when they don't know you, but as they get to know you, they start to open up, become friendlier, and their communication improves. Finding common interests to talk about may help you speed up this process, helping you start a business relationship without delay.
Always greet all co-workers. This should be done whether they greet back or not or whether you like them or not. Your position within the HR department requires you communicate with all employees and, therefore, starting this line of communication is essential to the long-term relationship you will have with each of these people moving forward. Pay close attention when a person willingly provides you with personal information. This will enable you to strike a conversation from time to time when you know if they are married, if they have children, what pet they have, or any living issues they may have.
Remember to smile, smile, and then smile some more. Smiling makes you approachable and helps make you look pleasant throughout the day. Even when you aren't in the best mood, you are stressed, and your work load is making you feel overwhelmed, remember to smile.
FACT
70 % of workplace learning is informal, meaning that when people are talking to each other at work, they are actually learning to do their jobs better.
Source: business.uni.edu
11.5 Interaction Styles
Individual personalities are still seen as different and unique in a business environment, even though everyone is expected to have the same pleasant demeanour at all times. People will interact with each other in different ways and this will be determined by whether they are an introvert or an extrovert. Extroverts are people who are not shy, they gain energy from others, and they are entertainers, in a way. An introvert is someone who will be quiet, maybe even a
little shy, won`t spend as much time talking, but will rather have their head down concentrating at the task at hand.
Not all introverts are shy, and at the same time, not all extroverts are friendly.
Be direct
In the business world, you need to identify the different types of people you are dealing with. This may be different language barriers, different backgrounds, and even difference in the type of people they are. You are going to find yourself dealing with introverts and extroverts. Speaking directly and getting to the point is probably the most tactful approach you can take. Remember that not everyone is going to appreciate a straight talker, but to get to the point without interruption, you may want to consider a direct approach communication style for all employees.
Strategic ambiguity
Being polite and giving someone a `maybe` as an answer isn't as straight talking as a simple `yes` or `no.` Ambiguity is usually used to create harmony within the workplace and establish a long lasting business relationship moving forward. Learn how to soften the blow and find a nicer way to share information with a team member to reduce the risk of coming across as too harsh in the long run.
Rapport building
Expressing yourself is taught in a number of ways when you are at school. Often, you are taught to be assertive and adopt a direct approach while focusing on the facts and information. In the working environment, you need to be able to switch between being assertive and your conversational tone to ensure you get your message across in the most effective manner based on the person you are talking to.
Sexual messages
Sexual messages are often a result of misunderstanding in the work place and can become a serious problem if not dealt with quickly and effectively. People learn how to hide their feelings in the working world, but at the same time, a message can be taken in the wrong light and this can lead to the person feeling undervalued, misunderstood, and, in turn, this can lead to lower productivity levels moving forward.
Decide with upper management on how to reduce the risk of this happening and eliminate any risk of colleagues being unable to work with each other by prohibiting inter work relationships. Advising employees that they cannot date or have a long-term relationship with another colleague is the best way to reduce sexual messages from happening and also eliminates any risk of the relationshipending in someone being hurt and you having to pick up the pieces in the long run.
Assuming meanings
Words are used differently in different countries and in different communities in your own country. A team of employees will be from different backgrounds and areas, even different countries, which means that meanings should never be assumed if you want to build a long lasting relationship with someone. When communicating with any employee, take their gender, culture, and age into consideration before jumping to conclusions when they speak.
11.6 Team Dynamics
Teams are developed within any company to provide a task orientated group, but at the same time, communication, relationships, and productivity can drop from team to time now and again. It is your duty to ensure that the team dynamics remain high functioning and the group has good communications. In order to get the right team dynamics, you need to know how a team communicates.
How does a team work?
Teams work together focusing on one end goal. The success of the team is based on communications and interactions with the team members. One of the more difficult challenges you are going to have in your HR role is introducing a new member to a team which is highly productive without interfering with their ongoing success.
Communication is the key to ensuring success.
Each team member needs to be able to communicate effective under the following:
1. Group identity
2. Goals
3. Task understanding
4. Communication rules
These things don't happen by accident; they are what the team sees as important and then works hard to achieve in order to reach their goals moving forward.
Why use groups?
A company could easily manage having individual workers, but groups do provide a dynamic that cannot be achieved with ease. Often, a group will prove to be more productive when it comes to certain tasks rather than working on their own. Teams are important to the building of the company in terms of work satisfaction, innovation, and responsibility.
Quality and productivity
Sharing work has proven to be productive. A person working on their own can only manage a certain number of tasks and then if rushed, these tasks may not be completed to the finest standard. A group, on the other hand, is able to handle higher volumes of work, working together and ensuring each project is completed quickly and effectively. A group can complete complex tasks because there are numerous personalities and skill sets in one group, which enables them to work together and focus on the same common goal.
Satisfaction
Employee motivation is directly linked to attitude and satisfaction. That being said, every company needs to focus on their human resources department to ensure that every employee is satisfied in their role and with their working conditions to ensure motivation levels remain high and productivity continues to improve. Teams provide employees with that team spirit and also help them complete tasks a little easier and with less stress than if they were working on their own. This builds morale and trust, and improves satisfaction across the board.
Purpose of the group
Knowing the type of group you are working with will assist you in communicating with the group as a whole. Is the group an ongoing group that works together within a department at all times? Is the group only working together on this one project?
There are three types of groups that you need to understand in order to build good relationships with them and within them:
-Decision making groups
-Task groups
-Support groups
Some groups are put together with a mixed purpose in mind, while others are asked to make a decision on a certain project. It is common to find that teams are not managed to the highest standard and, in turn, they start to falter, their productivity levels drop, and the team members don't communicate with each other as well as they should. A human resources member will be responsible for ensuring that all teams are given the support they need.
You will build a relationship with the entire team, so you can add new members with ease focusing on their expectations, behaviours, and purpose moving forward. Each group has different requirements and is comprised of different individuals with various skills. This means different approaches in terms of relationships within the team along with different communication techniques.
Decision making groups
Decision making groups are those that are built to focus on a course of action. They are important when it comes to civic affairs, but are rarely found in the business environment. As a HR personnel member, it is possible you will be asked to participate in a task force. This may be a fraud task force for the company due to someone being accused of stealing, for example. You will be part of the investigative team that will identify if the person is guilty and make a decision based on the facts you have at hand.
You may be asked to become a part of a team to identify the best dress code for the company or what budget to make for the holiday picnics. Even though these teams are not directly related to business activities, it will require that members work together to make the final decision. This means the decision is made at an individual level and then shared with the team accordingly. The team can then discuss the various options to come up with a solution.
Support groups
Support groups are usually formed within the company to give material and emotional resources to ensure success. This includes groups for alcoholics, breast cancer survivors, and so forth. At the same time, companies use support groups which enable employees to share their feelings and experiences within the company. Lunch room groups have become a common thing found in numerous companies where employees can get guidance and mentoring. Employees who have found themselves overwhelmed by an unhappy customer can get advice from the group and get assistance on how to handle the matter moving forward.
Task groups
Task groups are found in numerous companies around the world. These are a collection of employees who work together on a shared task to achieve a goal. This means that there may be a host of working environments, from some working on individual projects within the group to some working as a team towards an end result.
Dynamics within a team
A team may experience personal conflicts from time to time. This is understandable when you throw a group of people together who have different communication styles and come from varying backgrounds. In some instances, the dynamics within a team may be negatively affected when a new team member is introduced or there may be one or more team members who don't get along with the others, which causes unwelcome and unnecessary tension within the group that need to be handled without delay.
The team size makes a significant difference when it comes to team dynamics. Smaller groups tend to become an experienced task force with fewer conflicts, but larger groups with a high volume of members tend to have more conflict in the long run.
Team development
Developing a team is not an easy task and yet most companies these days will have some teams formed to help them reach a particular goal. The development will start with team formation, which means that the group needs to be identified and key members chosen. This will be the stage where it is determined how many people to include in the group, what they have in common, and their personality traits.
The members of the group should have common goals and be able to work together to achieve results. The focus of the team should be on productivity and performance. They should be comfortable with each other and be able to depend on one another for information, resources, and contributions to help the group, as a whole, achieve success.
Module summary
In this module, you learned about relationships and how to manage them. You learned about the different types of business relationships and the expectations of these relationships. You also learned about interactions within the company with co-workers, managers, suppliers, and customers. This module also provided you with some insight into managing relationships within teams and groups who work together within the company towards a common goal.
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