Chapter 10: Interpersonal Skills

1. Chapter 10: Interpersonal Skills Page 177

2. Interpersonal Skills The first step in getting along with others is getting to know them Finding out about others interests helps you to understand them better Understanding reasons for others� behavior facilitates good relationships both on and off the job

3. Interpersonal Skills Definition 1- Body language Gestures, postures, mannerisms, and eye contact through which a person communicates thoughts with others Watch: Facial Expressions

4. Interpersonal Skills Personal Traits Friendliness, Courtesy, and Tact Good Manners and a Polite Demeanor always helpful in relationships Tact is very important Respect in handling a situation and all involved

5. Interpersonal Skills Personal Ethics Honesty, Integrity, and Fair Play When you behave ethically, people trust you!

6. Interpersonal Skills Key Skills for Marketers Creativity, Initiative, and Responsibility Allows you to come up with not only new products, but new ways to do your job

7. Interpersonal Skills Definition 2- Initiative Doing what needs to be done without being urged Initiative goes hand in hand with responsibility If you shows this to others it can be �contagious�

8. Interpersonal Skills Attitude Refers to your mental outlook on people and situations Try to see the good in all Has anyone ever been surrounded by negativity?

9. Interpersonal Skills Self Control and Orderliness Don�t indulge in impulse behavior This is important, especially in Marketing careers, because you�re working with the public

10. Interpersonal Skills Willingness to Change Know your strengths and weaknesses Listen to the feedback and positive criticism of others

11. Interpersonal Skills Self-Esteem Your perceived worth or value You can help others build their self-esteem Definition 3- Empathy Means to understand a person�s situation or frame of mind Learn to respect another�s point of view, even when you don�t agree with it This is important when dealing with angry or upset customers

12. Interpersonal Skills Personal Skills Definition 4- Assertive Standing up for your rights You need to be assertive without being pushy or aggressive

13. Interpersonal Skills Help others solve problems Phrase your ideas/solutions in terms of identifying THEIR needs Time Management You should establish goals, set deadlines, allocate enough time for each task, tackle the most difficult task first, and be realistic

14. Interpersonal Skills Set goals You may have Personal Goals and Team Goals Examples of using all of your Interpersonal Skills in Business Settings (Six Steps on Page 182) Please Answer 10.1 Assessment Questions 1-5 on Page 182

15. Interpersonal Skills Training You should be trained for all of the tasks you will perform On the job, if you are able to perform multiple functions, you are a more valuable team member

16. Interpersonal Skills Team Planning/Teamwork Plan as a team to set goals, assign roles, make agreements, share responsibility, and communicate regularly 1.) Team Goals Definition 5- Consensus Decision each member agrees to

17. Interpersonal Skills Sometimes to achieve a consensus, you need compromise Hear each other out Assigning Roles The team should appoint a leader The leader or coordinator facilitates the task so operations run smoothly Each person knows THEIR responsibility

18. Interpersonal Skills Agreements Definition 6- Agreements Specific commitment that each member makes with the group It is similar to a contract You word is your bond Ex. Pizza Hut dine-in customers

19. Interpersonal Skills Shared Responsibility and Leadership It�s not enough to do your own hard work and complain if others don�t do theirs Respect feedback and critique necessary to insure all team members are working up to standards

20. Communication Skills How to be a Valuable Team Member 1.) Make the team�s goals your top priority In Meetings, listen actively and offer suggestions Build positive group dynamics Communicate OUTSIDE of meetings as well

21. Communication Skills Follow-up on what you�ve been assigned to do Work to resolve conflicts among team members Respect other members of your team Try to inspire others

22. Communication Skills Chapter 10.2 Assessment on Page 186, Questions 1-6

23. Mamangement Skills Chapter 11 What do Managers Do? Three Major Functions Definition 7-Planning Deciding what will be done and how it will be accomplished Definition 8- Organizing Coordinated effort to reach a company�s goals

24. Management Skills Definition 9- Controlling Process of comparing what you planned vs. actual performance Once you analyze results, you can make adjustments

25. Management Skills 8 Effective Management Techniques 1.) Give Clear Directions 2.) Train New Employees Well Strong Orientation Program (Company History, Tour, Payroll/Logistics, etc.

26. Management Skills 3.) Be Consistent- All employees must follow established standards 4.) Treat Employees Well- You do not always have to say yes, but you should always consider the employees POV

27. Management Skills 5.) Be Firm When Necessary Listen to all parties and maintain composure 6.) Set a Good Example All aspects of your appearance, conduct, work performance, etc.

28. Management Skills 7.) Delegate Responsibility- Don�t take too much on yourself Organize what you need to do and who you can delegate to 8.) Foster Teamwork Encourage others by making them feel appreciated, provide feedback, encourage discussion before decisions, etc.

29. Management Skills Employee Motivation The more people feel they�re appreciated, the harder they�ll work Reward smart work, not busy work Do the job right, the first time Recognize and reward enthusiasm and loyalty

30. Interpersonal/Management Skills Chapter Bookwork Page 188 Vocabulary Review (Define All) Fact and Idea Review 1, 4, and 9 Thinking Critically 1 and 3 Page 204 Vocabulary Review (Define All) Fact and Idea Review 6, 8, 9 Thinking Critically 2 and 3 Building Workplace Skills 2