Interpersonal Managing Skills

(IMS)

Why IMS important to you?

Your role
Job performance
Recognition

Your Role

Whatever the specific nature of your job

Your responsibilities may include influencing
the performance of others
The interpersonal skills for influencing the
performance of others are the focus of
IMS.

Job Performance

Ability

Must be possible for people to do a good

job

Motivation

In addition to being able to perform well,

a performer must want to do what he or
shoe should, ideally, be doing.

Job Performance

Ability

Motivation

Recognition

Everyone needs recognition

Recognition is the only indication of

achievement available to them

Recognition must be earned

Routine friendliness and small talk dont satisfy a

persons ego and self-fulfillment needs
People must feel sincere recognition resulting
from something they have done

Successful Managers

1344 managers at all level of a major company (M. Scott Myers)

Bosses of Highly
motivated managers

Are easy to talk to even

when under pressure
Try to see the merit in
your ideas even when
they conflict with theirs
Try to help people to
reach out in new
directions

Bosses of Poorly
motivated managers

Can be talked to only at

certain time
Because they are the
boss, tend to assume
their ideas are the best
Let the people figure
out for themselves how
company objectives apply
to them

1344 managers at all level of a major company (M. Scott Myers)

Bosses of Highly
motivated managers

Try to encourage people

to reach out in new
directions.

Try mainly to correct

mistakes and see how
they can be prevented in
the future
Expect superior
performance and give
credit for it

Bosses of Poorly
motivated managers

Think new directions are

risky and discourage
people from trying them

When something goes

wrong, try mainly to find
out who caused it.

Expect an adequate job,

do not say much unless
something goes wrong

1344 managers at all level of a major company (M. Scott Myers)

Bosses of Highly
Motivated Managers

Take mistakes in stride

as long as you learn from
them
Have consistent, high
expectations of
subordinates

Bosses of Poorly
Motivated Managers

Allow little room for

mistakes, especially
those that might
embarrass them
Can have very
changeable expectations
of subordinates from
day to day

Van Dersals Principles

People must always understand clearly what is expected of

them.

People must have guidance in doing their work.

Good work should always be recognized.

Poor work deserves constructive criticism.

People should have opportunities to show that they can

accept greater responsibilities.
People should be encouraged to improve themselves.

But what do I do?

Intent & Effect

This is not
what I
want!!!

Effect

GAP

Intent

This gap between intent and effect can affect both results and relationships

PRESSURES

What can I do to
get my people to
be more
effective?

PRESSURES

The dilemma

PRESSURE

PRESSURES

The answer is.

Interpersonal Managing Skills

(IMS)

????..

Based on your experience,

what are the

greatest barriers
to

consistent, effective
on-the-job
communication

Interpersonal Managing Skills

Crediting

Balanced
Feedback

Clarifying
And
Confirming

Discussion Skills

Managing
Differences

Clarifying & Confirming

You may spend most of your time listening

and question
But may hear only half of what is said
When you clarify and confirm, you can be
sure you have listened and questioned
effectively and made your best effort to
hear all what is being said and why?

The first step in

Effective listening & responding
ASSUME VALUE

In what other people have to say

Make sure that you understand

WHAT
The other person is saying
(the information, facts,
Situations, opinions,
or beliefs the person is
trying to describe or
Convey.)

WHY
He or she is saying
these thins

USE

(why those facts, opinion,

beliefs, etc., are important;
The persons intent in
making them known)

Clarifying & Confirming

you will make a decision or take action, based
on the information, opinion, or suggestion offered

WHEN

or
your immediate impulse is to reject, ignore, or
disagree what you are hearing
HOW
Clarify by seeking
Additional information
About
What has been said
And/or

why

Confirming by stating
your understanding of:
What has been said
And

why

Why are clarifying and

confirming important to you?

Boundary spanner
Developer of initiative and innovators
Problem solver
Team builder
Visionary
Investor
Information manager
Influencer

Balance Feedback

Offer opinion or judgment

Giving feedback to change

Balanced Feedback
WHEN

you want someone to change his or her

Performance or suggestion

and
you have confirmed your understanding

HOW
Specify the merit you want to see retained.
Specify the concerns you want to see eliminated.

THEN
Explore ideas for retaining merits and eliminating

Whats the benefit of balanced

feedback?

Your continue groundwork for PA

You involve your subordinates in the change
process
You create the tough but supportive
environment
You avoid the wounded egos or lip-service
co-operation

Whats the benefit of balanced

feedback?

You build the collaborative climate that

supports your interdependent relationships.
You close the gap between desired
standards and actual performance without
sacrificing commitment

Discussion Skills

They are linking behabours or

techniques that enhance your use of
all other skills and
Help you to establish clear, open, and
mutually rewarding communication
with other people.

Discussion Skills
Opening & Closing Discussions
When
you open a discussion
you close a discussion

How
Begin with a general reference to the
topic(s) to be discussed
Summarize agreements and action
steps.

Exploring Ideas
When

How

you invite a suggestion

Give a reaction

you make a suggestion

Invite a reaction

you use/build on the ideas of others

Acknowledge the connection

you need to be innovative or

imaginative

Temporarily alter restrictions

Why are the discussion skills

important to you?

Opening a discussion

A specific reference to the topic will

command and direct the listeners
attention

Why are the discussion skills

important to you?

Closing a discussion

Its critical to confirm agreements or

actions so that all participants know what
will happen next and what they are
expected to do.

Why are the discussion skills

important to you?

Exploring ideas

Its the mutual exchange of ideas that

increases the flow of information for
solving problems and making decisions
It encourages creativity and innovation
It creates open and participative climate

Managing Differences

People depend on each others work

but have real and serious differences
in priorities or opinions.
The potential for conflict is
significant

Managing Differences
WHEN

you think a difference

exists

HOW
Define the Difference:

state what is important

to you, and why
Clarify/confirm what is important to
the other person, and why

WHEN

you are willing

and able to consider
alternatives

or
You are unable to
reach a mutually
acceptable decision

WHEN

HOW

you are willing

and able to consider
alternatives

Define the Difference:

Explore idea to find mutually

acceptable
solutions

HOW
Terminate the discussion:

Acknowledge the other persons right to

differ
Explain what you have decided, and why.

Why use managing differences to

resolve conflict?

Being sure you completely understand the other

persons point of view, by defining the difference,
is simply good problem-solving practice.
It lessens the opportunities for the finger pointing
and side-tracking during open discussion
You subordinates or colleagues need an
opportunity to save ace if they are asked to
accept a decision with which they dont agree

Crediting

Researchers agree that outstanding

managers use positive reinforcement to
reward and influence their subordinates,
colleagues, and superiors.
It is a powerful skill to use anytime you want
to provide positive reinforcement.

Crediting
When the work of someone whose performance matters to you:
exceeds expectations
consistently meets expectations
meets expectations not usually met by that person

HOW

Give specific examples of performance.

(what it was)
Mention personal qualities that contributed to performance.
(what it took)
Mention resulting benefits to you, the department, an/or the
organization
(what it means)

What are The Benefits of

Crediting?

Coaching

Crediting satisfies self-esteem needs and

increases the likelihood that others will
meet or exceed goals and expectations.

What are The Benefits of

Crediting?

Performance improvement

The positive reinforcement that crediting

provides is useful in situation where
desired responses are not occurring
frequently or appropriately.

What are The Benefits of

Crediting?

Creating change

Crediting is invaluable in stimulating

innovation.

What are The Benefits of

Crediting?

Building alliances

Crediting is an honest way to respect

your own integrity while giving your
colleagues and superiors sincere
recognition for their accomplishments.

What are The Benefits of

Crediting?

Realising a strategic vision

By crediting other people for their

achievements and efforts, you provide
the information and recognition essential
for continued strong performance and
commitment.

Thematic Links to IMS

Productivity

How can IMS skills help you?

Clarifying and confirming

Balanced feedback
Discussion Skills
Managing differences
Crediting

Quality

How can IMS skills help you?

Clarifying and confirming

Balanced feedback
Discussion Skills
Managing differences
Crediting

Service

How can IMS skills help you?

Clarifying and confirming

Balanced feedback
Discussion Skills
Managing differences
Crediting

Profitability/ Cost Control

How can IMS skills help you?

Clarifying and confirming

Balanced feedback
Discussion Skills
Managing differences
Crediting

Leadership/ Influence

How can IMS skills help you?

Clarifying and confirming

Balanced feedback
Discussion Skills
Managing differences
Crediting

Innovation

How can IMS skills help you?

Clarifying and confirming

Balanced feedback
Discussion Skills
Managing differences
Crediting

Managing Change

How can IMS skills help you?

Clarifying and confirming

Balanced feedback
Discussion Skills
Managing differences
Crediting

Morale/ Motivation/ Employee

Relations

How can IMS skills help you?

Clarifying and confirming

Balanced feedback
Discussion Skills
Managing differences
Crediting

Interpersonal Managing Skills

Crediting

Balanced
Feedback

Clarifying
And
Confirming

Discussion Skills

Managing
Differences

Thank You.