Chapter 10: Skills and Technique to Enhance Close Relationships

Vocabulary flashcards defining the major interpersonal techniques, workplace behaviors, and dispute resolution models from Chapter 10.

Upbeat Attitude

A cheerful outlook and frequent smiling that attracts coworkers and avoids dragging others down on bad days.

Showing Appreciation

Recognizing coworkers through timely praise, expressing thanks for small favors, warmly welcoming them, and highlighting at least one valued attribute in each peer.

Considerateness

Acknowledging personal milestones such as birthdays and graduations, extending compassion in tragedies, making eye contact, using first names, and seeking coworkers' opinions.

Active Listening

Repeating a speaker's message in one's own words to demonstrate processing of the information and genuine recognition of their perspective.

Promoting Togetherness

Fostering a cooperative work atmosphere by treating colleagues equally without regard to hierarchy, considering suggestions, and refusing to gossip.

Moderator Role

A leadership action where a person intervenes during workplace disagreements by coordinating a discussion between aggrieved parties to resolve conflict.

Dispute Resolution Methods

A spectrum of conflict resolution ranging from informal, non-binding methods between disputants (Informal Talk, Negotiation) to third-party facilitation (Mediation, Arbitration) and formal, court-enforceable proceedings (Court Action).

Thoughtful Communication

Carefully choosing words instead of blurting out unrefined thoughts, speaking clearly, and pacing speech to avoid workplace misunderstandings.

Workplace Humor

Using wit appropriately to break the ice with shy peers or difficult superiors, while maintaining boundaries by avoiding offensive jokes or trivializing serious matters.

Empathy

The capacity to view situations from another person's perspective and understand their feelings, which relies on being in touch with one's own emotional state.

Whining (Teddy Roosevelt)

Complaining about a problem without posing a solution.

Chronic Complaining

Persistently venting grievances and negativity at work, which alienates coworkers and risks being seen as an office brat.