Bell Ringer
What are the desired characteristics you would like to see in your boss? What are the desired characteristics you expect in employees who report to you?
Chapter Eleven
Interpersonal Skills
Objectives
Understand the importance of understanding othersLearn the personal traits that can help you be more effective in relations with other peopleLearn the personal skills you should master for successful interpersonal relationsDiscuss the importance of teamwork in the business world.Identify the six aspects of successful teamwork.
Human Relations:Understanding Others
Body LanguageBody Language- the gestures, posture, mannerisms, and eye contact through which a person communicates thoughts with others
Facial expressions
Human Relations:Personal Traits
Friendliness, Courtesy, and Tact
Personal Ethics
Creativity, initiative, and responsibility
Attitude
Self-control and orderliness
Self-awareness and willingness to change
Self-esteem
Empathy
HR: Personal Traits-Friendliness, Courtesy,
and TactF- Getting along well with others is a lot easier when you are friendly and outgoing
C- Good manners and a polite demeanor should come naturally, even in awkward situations.
T- You show respect in handling a situation and to all the people involved—provide constructive criticism without hurting someone’s feelings or being offensive.
HR: Personal Traits- Personal Ethics
ESSENTIAL in every aspect of life!Honesty IntegritySense of Fair Play
People will trust you.
HR: Personal Traits- Creativity, Initiative, and
ResponsibilityCreativityCreativity- the act of using your imagination to be inventive
InitiativeInitiative- doing what needs to be done without being told to do so
ResponsibilityResponsibility- being accountable for your actions and doing your duty
HR: Personal Traits- Attitude
AttitudeAttitude- the mental outlook you have toward people and situations
ALWAYS try to see the good in people you deal with
HR: Personal Traits- Self-Control and Orderliness
Self-control:Tactful Slow to anger
HR: Personal Traits- Self-Awareness and a
Willingness to Change
Know your strengths and weaknesses
Listen to feedback and act upon it
Be flexible
HR: Personal Traits- Self-Esteem
Self-esteemSelf-esteem- your perceived worth or value
HR: Personal Traits- Empathy
EmpathizeEmpathize- to understand a person’s situation or frame of mind
Learn to respect other points of view, even if you disagree, especially with customers.
Human Relations: Personal Skills
Assertiveness
Solving Someone’s Problem
Time Management
Goal Setting
HR: Personal Skills-Assertiveness
AssertiveAssertive- standing up for your rights, beliefs, and ideas
HR: Personal Skills- Solving Someone’s
ProblemPeople are far more willing to listen to a new idea if they can see how it will benefit them.
Look for ways to solve others’ problems.
HR: Personal Skills- Time Management
Budget your time
Record important deadlines or appointments
HR: Personal Skills- Goal Setting
ESSENTIAL for career and personal development
HR: Interpersonal Skills in Marketing
1. Handle customers’ requests and questions.2. Provide customers with directions to your store location.3. Understand management’s role in customer relations.4. Understand procedures for handling difficult customers.
HR: Interpersonal Skills in Marketing Cont…
5. Explain business policies to customers.
6. Handle customer complaints.
Working Together: Teamwork
Training: To be an effective team member, you must have training for all the tasks you will perform.
Team Planning: Set goals, assign roles, make agreements, share responsibility, and communicate regularly.
Working Together: Teamwork
Each team must reach a consensus about goals..
ConsensusConsensus- a decision that each member agrees to
Assigning Roles: Each person on the team should know what part of the process he/she is responsible for.
Working Together: Teamwork
AgreementAgreement- a specific commitment that each member makes with the group; promise to perform a certain task within a given period of time
Responsibility should be shared, as should leadership
Working Together: Teamwork
Valuable Team Members:Make the team’s goals a top priorityListen actively and offer suggestions in
meetingsBuild positive group dynamics with team
membersContinue to communicate with team
members outside of meetingsFollow up on what you’ve been assigned to
do
Working Together: Teamwork
Valuable Team Members Also:Work to resolve conflicts among team
membersRespect the other membersTry to inspire other employees to get
involved