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ぎごちない動作;気のきかない言葉

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出典(authority):フリー百科事典『ウィキペディア（Wikipedia）』「2012/12/14 02:13:43」(JST)

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Good customer service requires high professional and social skills

Social skill is any skill facilitating interaction and communication with others. Social rules and relations are created, communicated, and changed in verbal and nonverbal ways. The process of learning such skills is called socialization.

Interpersonal skills are sometimes also referred to as people skills or communication skills.^[1] Interpersonal skills are the skills a person uses to communicate and interact with others. They include persuasion, active listening,^[2] delegation, and leadership.

The term "interpersonal skills" is used often in business contexts to refer to the measure of a person's ability to operate within business organizations through social communication and interactions. Interpersonal skills are how people relate to one another.

Example

As an illustration, it is generally understood that communicating respect for other people or professionals within will enable one to reduce conflict and increase participation or assistance in obtaining information or completing tasks. For instance, to interrupt someone who is currently preoccupied with the task of obtaining information needed immediately, it is recommended that a professional use a deferential approach with language such as, "Excuse me, are you busy? I have an urgent matter to discuss with you if you have the time at the moment." This allows the receiving professional to make their own judgment regarding the importance of their current task versus entering into a discussion with their colleague. While it is generally understood that interrupting someone with an "urgent" request will often take priority, allowing the receiver of the message to judge independently the request and agree to further interaction will likely result in a higher quality interaction.

Advantages

Following these kinds of heuristics to achieve better professional results generally results in a professional being ranked as one with 'good interpersonal skills.' Often these evaluations occur in formal and informal settings.

Having positive interpersonal skills increases the productivity in the organization since the number of conflicts is reduced. In informal situations, it allows communication to be easy and comfortable. People with good interpersonal skills can generally control the feelings that emerge in difficult situations and respond appropriately, instead of being overwhelmed by emotion. Confidence of the behavior also plays an important role in decision to take the risk.

Causes of deficits

Alcohol

Social skills are significantly impaired in people suffering from alcoholism due to the neurotoxic effects of alcohol on the brain, especially the prefrontal cortex area of the brain. The social skills that are impaired by alcohol abuse include impairments in perceiving facial emotions, prosody perception problems and theory of mind deficits; the ability to understand humour is also impaired in alcohol abusers.^[3] Impairments in social skills also occur in individuals who suffer from fetal alcohol spectrum disorders; these deficits persist throughout affected people's lives and may worsen over time due to the effects of ageing on the brain.^[4]

ADHD

Approximately half of ADHD children will experience peer rejection compared to 10-15 percent of non-ADHD children. Adolescents with ADHD are less likely to develop close friendships, although it might be easier by the time adolescents age into adulthood and enter the workplace. Difficulties in sustaining romantic relationships may also occur in high school and college aged individuals with ADHD. Training in social skills, behavioural modification and medication may have some limited beneficial effects; the most important factor in reducing emergence of later psychopathology is the ADHD individual forming friendships with people who are not involved in devient/delinquent activities and do not have other disabilities or symptoms similar to ADHD. Poor peer relationships can contribute to major depression, criminality, school failure, and substance use disorders.^[5] Adolescents with ADHD are more likely to find it difficult in making and keeping friends due to their attentional deficits causing impairments in processing verbal and nonverbal language which is important for social skills and adolescent interaction; this may result in such adolescents being regarded by their peers as immature or as losers.^[6] Romantic relationships are usually difficult in the adolescent and college age because of the lack of attention of non verbal cues such as flirting gestures, tone of voice, which may include misinterpretation if whether the person is romantically attracted to that person, along with the impulsiveness of "jumping into" relationships.

Autism

People with autistic spectrum disorders such as Asperger's Syndrome generally have difficulty with social skills. This is most likely the result of the lack of theory of mind, which enables the person to understand other people's emotions. Many people in the spectrum have many social idiosyncracies such as obsessive interests and routines, lack of eye contact, one sided conversations, abnormal body language and non verbal communication.

In behavior therapy

To behaviorists, social skills are learned behavior that allow people to achieve social reinforcement. According to Schneider & Bryne (1985), who conducted a meta-analysis of social skills training procedures (51 studies), operant conditioning procedures for training social skills had the largest effect size, followed by modeling, coaching, and social cognitive techniques.^[7] Behavior analysts prefer to use the term behavioral skills to social skills.^[8] Behavioral skills training to build social and other skills is used with a variety of populations including in packages to treat addictions as in the community reinforcement and family training approach.^[9] Training of behavioral skills is also used for people who suffer from borderline personality disorder,^[10] depression,^[11] and developmental disabilities.^[8]^[12] Typically behaviorists try to develop what are considered cusp skills,^[13] which are critical skills to open access to a variety of environments. The rationale for this type of an approach to treatment is that people meet a variety of social problems and can reduce the stress and punishment from the encounter as well as increase their reinforcement by having the correct skills.^[14]

"Social skills can be measured on about how you treat other people and how you react to them. It's a matter of dealing with the people around you. Different tests will help you to provide and tell what kind of personality you have towards others. If you are in doubt of your behavior, then you may be in touched with this kind of test. This would not help you totally, but this would serve as your guide in handling your personality towards the people whom you're reacting with." (Ledesma, 2009)^[specify]

Controversies

The concept of social skills has been questioned.^[15] The question is whether one response is needed or whether any response tailored in a context will meet the requirements. Romanczyk laid out a model of social acquisition for children with autism.^{[clarification needed]}

References

^ "What are Interpersonal Skills?". Volstudy.ac.uk. http://www.volstudy.ac.uk/Interpersonal_Skills.html. Retrieved 2012-08-27.
^ "The Three Different Levels of Listening". http://communicatebetter.blogspot.com/2009/01/three-different-levels-of-listening.html. Retrieved June 30, 2010.
^ Uekermann J, Daum I (May 2008). "Social cognition in alcoholism: a link to prefrontal cortex dysfunction?". Addiction 103 (5): 726–35. doi:10.1111/j.1360-0443.2008.02157.x. PMID 18412750.
^ Kully-Martens, K.; Denys, K.; Treit, S.; Tamana, S.; Rasmussen, C. (Apr 2012). "A review of social skills deficits in individuals with fetal alcohol spectrum disorders and prenatal alcohol exposure: profiles, mechanisms, and interventions.". Alcohol Clin Exp Res 36 (4): 568–76. doi:10.1111/j.1530-0277.2011.01661.x. PMID 22017360.
^ Mikami AY (June 2010). "The importance of friendship for youth with attention-deficit/hyperactivity disorder". Clin Child Fam Psychol Rev 13 (2): 181–98. doi:10.1007/s10567-010-0067-y. PMC 2921569. PMID 20490677. //www.ncbi.nlm.nih.gov/pmc/articles/PMC2921569/.
^ Coleman WL (August 2008). "Social competence and friendship formation in adolescents with attention-deficit/hyperactivity disorder". Adolesc Med State Art Rev 19 (2): 278–99, x. PMID 18822833.
^ Schneider, B.H. & Bryne, B.M. (1985). Children's social skills training: A meta-analysis. In B.H. Schneider, K. Rubin, & J.E. Ledingham (Eds.) Children's Peer relations: Issues in assessment and intervention (pp. 175-190). New York: Springer-Verlag.
^ ^a ^b O’Donohue, W. (2003). Psychological Skills Training: Issues and Controversies. The Behavior Analyst Today, 4 (3), 331 -335 BAO.
^ Jane Ellen Smith, Jaime L. Milford, and Robert J. Meyers (2004): CRA and CRAFT: Behavioral Approaches to Treating Substance-Abusing Individuals - The Behavior Analyst Today, 5.(4), Page 391 -404 [1]
^ Sampl, S. Wakai, S., Trestman, R. and Keeney, E.M. (2008).Functional Analysis of Behavior in Corrections: Empowering Inmates in Skills Training Groups. Journal of Behavior Analysis of Offender and Victim: Treatment and Prevention, 1(4), 42-51 [2]
^ Jonathan W. Kanter, Joseph D. Cautilli, Andrew M. Busch, and David E. Baruch (2005): Toward a Comprehensive Functional Analysis of Depressive Behavior: Five Environmental Factors and a Possible Sixth and Seventh. The Behavior Analyst Today, 6(1), 65-81. [3]
^ Gillis, J.M. & Butler, R.C. (2007). Social skills interventions for preschoolers with Autism Spectrum Disorder: A description of single - subject design studies. Journal of Early and Intensive Behavior Intervention, 4(3), 532-548. [4]
^ Sébastien Bosch and Michael D. Hixson (2004). The Final Piece to a Complete Science of Behavior: Behavior Development and Behavioral Cusps. The Behavior Analyst Today, 5(3), 244–54 [5]
^ O’Donohue, W., & Krasner, L. (1995). Psychological skills training. In W. O’Donohue & L. Krasner (Eds.), Handbook of psychological skills training: Clinical techniques and applications (pp. 1-19). Boston: Allyn and Bacon.
^ Raymond G. Romanczyk, Sara White, and Jennifer M. Gillis (2005): Social Skills Versus Skilled Social Behavior: A Problematic Distinction in Autism Spectrum Disorders. JEIBI 2 (3), Pg. 177- 194 [6]