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Take A Hard Look at Soft Skills
2017 Monthly Webinar SeriesThird Thursday of Every Month | 12pm CT
Webinar #2 | February 16th 2017
Presentation © Wonderlic, Inc. 2017
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Change audio settings Ask questions Questions are not seen by the
audience• Note: Questions will be answered
at the end of the Webinar• A recording will be provided to all
registrants.
Welcome to the webinar
Amanda Opperman, PhDDirector of Competency-Based Solutions, [email protected]
Dr. Amanda Opperman directs a team in the Research & Development department at Wonderlic that develops and delivers competency-based educational programs to help organizations improve learning outcomes.
Dr. Opperman served as Assistant Dean at the California University of Management and Sciences. Prior to that, she was Vice Chancellor at Southern States University. She completed her PhD in Education in the joint doctoral program from Claremont Graduate University and San Diego State University.
While she has studied interpersonal skills quite a bit over the years, she has been overheard saying that gets along with her dogs better than most humans she knows.
Purpose of this webinar series
The Take A Hard Look at Soft Skills 2017 webinar series will cover topics such as:
Which soft skills are teachable?Which soft skills have the greatest impact
on getting hired?Which soft skills are related to customer
satisfaction?How can organizations use soft skills
measurement to develop talent?How are employees best motivated to
acquire soft skills?
“There is a need for soft skills training among our workforce
that has not been met…yet.”
Today’s agenda
• Audience Poll #1• What are interpersonal skills and
why are they important?• What behaviors indicate that an
individual has effective interpersonal skills?
• Audience Poll #2• How are employees best motivated
to acquire interpersonal skills?• How can you train and measure
interpersonal skills?• Wrap-Up and Q&A
Audience Poll #1
State your level of agreement with the following statement:
Interpersonal skills are something that we are born with, and there is not much we can do to change them.
Strongly agreeAgreeDisagreeStrongly disagree
What are interpersonal skills?
• Interpersonal skills are the skills we use when we interact with others.
• Employees with effective interpersonal skills are typically described as able to get along well with colleagues. They have a reputation for treating others respectfully and they are known for having productive, valuable, and helpful interactions with coworkers, customers, and supervisors.
• Interpersonal skills are the way people treat each other and build relationships, and this requires so much more than communication.
What are interpersonal skills?
The ability to• Build collaborative
relationships with coworkers, customers, and supervisors
• Understand the negative consequences of arrogant behavior
• Practice personal habits that maintain your reputation at work
• Utilize professional methods of handling common challenges such as sexual harassment, inappropriate behavior, cultural and religious prejudice
Why are they important?
n = 759
“I have a favorite restaurant where I go when I want to celebrate something or enjoy a pleasant evening. Somehow, the staff are always able to make me feel welcome and comfortable.
When I thought about how they did that, I was surprised by the answer.
Sure they remembered my name and asked about family. And it was easy to get a table…but more than anything, it was the interpersonal relationships between the people who worked there.
From the Chef and the Manager, to the servers and bussers, they really worked as an integrated team, doing what was needed to be done for anyone’s customer. They did not only show respect to their customers, but they also demonstrated respect for each other – and that’s how they’ve kept my business all these years.”
Why are they important?
What behaviors indicate that an individual has effective interpersonal skills?
Speaking and acting politely Showing respect for
coworkers, customers, and supervisors
Offering to help others and demonstrating empathy
Honoring and fulfilling your commitments
Taking responsibility for your actions
What behaviors indicate that an individual has effective interpersonal skills?
What behaviors indicate that an individual has effective interpersonal skills?
What behaviors indicate that an individual has effective interpersonal skills?
Audience Poll #2
State your level of agreement with the following statement:
There is very little that can be done to provide a learner with outside motivation to learn a new skill. It has to be internal.
Strongly agreeAgreeDisagreeStrongly disagree
How are employees best motivated to acquire interpersonal skills?
AccountabilityMeasurement, evaluation & tracking
RecognitionPositive peer pressure
CompensationDoes not have to be monetary
How can you train and measure interpersonal skills?
Scenario-Based Learning:1) Model the behavior in an intentional,
structured setting2) Learner self-identifies with the players
in the scenario3) Experience activates mirror neurons
and forms cognitive paths4) Reinforcement through formative
assessment5) Measurement through scenario-based
summative assessment
Wrap-Up and Q&A
Want to find out more about our scenario-based training for Interpersonal Skills?
Type “I’m interested” in the question box, andwe will reach out to schedule a walk-thru with you.
