ABSTRACT
Even in jobs that require little social interaction, ineffective social skills may create problems. Social skills deficits are not a disorder, although they may contribute to consequences that are labeled as a disorder. Deficits in social skills may lead to a variety of problems, including those reflected in diagnostic categories described in the Diagnostic and Statistical Manual of Mental Disorders-IV-TR (APA, 2002). For
example, lack of social skills in refusing unwanted requests may result in a feeling of having little control over one’s work life, stress, and burnout, which may result in the employee being fired, leaving a job, or remaining in the job but not functioning well. Lack of effective social skills lies behind many problems in the workplace that affect work-related behaviors. Related skills include managing anger and anxiety in interpersonal exchanges; for example, avoiding excesses such as inappropriate display of anger that may escalate into violence (see e.g., Gardner & Martinko, 1998). Opportunities are lost and unpleasant events tolerated because of ineffective social skills. A coveted promotion may be foregone because of an employee’s inability to ask an employer for a higher position. Resentment and anger may accumulate, until finally one more precipitating event sets off an inappropriately strong reaction. Behavior that reduces anxiety, disappointment, or anger may occur, such as drinking, social isolation, or excessive attention to physical symptoms. Lack of effective social skills in responding to harassment may prolong such negative events. Many social skills of value in maintaining positive relationships with friends and partners and dealing with strangers come into play in work situations. These skills include basic greeting behaviors, initiating and ending conversations, requesting favors, refusing requests, offering corrective feedback, and responding to criticism (e.g., Baron & Greenberg, 1990). Lack of effective social skills may result in emotional reactions that dampen the amount and creativity of work. Indeed it could be argued that the greater the need for creativity in one’s job, the more damaging certain kinds of social skills deficits may be. For example if an employee is not able to refuse requests that intrude on his or her time, there will be less time available for a creative free flow of ideas that contribute to innovations. Kinds of social skills deficits that may influence work-related behaviors include behaviors that enable one to develop social support systems that may dampen stressors, social skills that allow one to control the flow of work, and skills that contribute to the quality of work.
