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