Management: Building Rapport With Associates

     When working  as a manger in customer service, it is important to build rapport with your associates. Associates want to know that they matter and are appreciated.  If the associates are unhappy or are not able to respect the people for whom they are working, their performances will suffer.

     In this clip, it is clear that the manager is uninterested in what his associate has to say. He just keeps talking in the same overbearing, bored tone. All the while, his associate tries to express his concerns about moving his desk.

     Their nonverbal cues say so much more about this interaction, however. The associate remains tense throughout the entire interaction: he is hunched in his chair, his shoulders are tensed, and his eyes are huge. His manager, however, is in a superior position, leaning over him the whole time. His eyes are also half-lidded while he is talking. This creates the impression that he does not care what his associate has to say.

     This kind of interaction should be avoided. Part of a manager's job is to let their associates know that they care. When conflict arises, they need to be able to take their associates' needs into consideration and find solutions that benefit both parties. According to this week's slides on nonverbal communication and influence, there are a few things they can do to improve their associate relations.

     Practicing nonverbal immediacy is the first step to becoming a good manager. This concept can include smiling, open body position, and eye gaze; it will let the associates know that their manager is interested in what they have to say. In slide 7, nonverbal immediacy has been noted to help managers motivate their employees. Their voices also make a difference in the way they are perceived. If they speak in a decisive manner and change up their tones, they are seen in a more positive light. Lastly, when gesturing during conflict resolution, they should keep their palms up to indicate that they are willing to cooperate with their associates.

     Following these suggestions would definitely improve workplace interactions. It would also relieve some of the stress a manager has to deal with because his/her associates would be more inclined to work with them instead of against them. Remember, a positive work environment is a productive one.

- Katie Hartley

Office Space. Dir. Mike Judge. 19 Feb. 1999. YouTube. Web. 20 Nov. 2014. <https://www.youtube.com/watch?v=uVD3KPUnKHk>.

Albada, Kelly. "Nonverbal Communication and Interpersonal Influence Powerpoint." NCSU COMM 322 Class. Raleigh, NC: North Carolina State University, 2014. Web. 20 Nov. 2014.