Chapter 10 – Interpersonal Skills 10.1 – Personal Strengths and Interpersonal Skills

The Main Idea Self-development and good interpersonal skills are essential in handling a variety of work situations effectively an in working with people of diverse backgrounds

Objectives  Recognize the personal traits necessary for ethical action in the workplace  Identify important interpersonal skills  Perform effectively in diverse environments  Manage conflict by using appropriate negotiation skills

Key Terms Is how you perceive your worth or value as a person Self-esteem Taking action and doing what needs to be done without being asked Initiative Budgeting your time to accomplish tasks on a certain schedule Time Management Standing up for what you believe Assertiveness

Key Terms (Cont.) Allows you to adapt to changing circumstances Flexibility The basic values and moral principles that guide the behavior of individuals and groups Ethics Means that everyone has equal rights and opportunities Equity The process of working with the parties in conflict to find a resolution Negotiation

Key Terms (Cont.) Is an understanding of a person’s situation or frame of mind Empathy

Building Personal Strengths for Good Working Relationships  Interacting with others depends on many factors: Positive self-image Understanding the rules of acceptable behavior Awareness of the different cultural Religious Socioeconomic backgrounds of those you are working with

Self-Esteem and Self-Awareness  Self-awareness is how you perceive yourself  Self-esteem is how you perceive your worth or value as a person  Setting goals for your career and personal development is another important aspect of self-awareness and self-esteem

Positive Attitude  People with a positive attitude welcome a difficult assignment as a challenge  They look for something positive even when they experience setbacks  They also accept constructive criticism as a way to improve

Initiative Responsibility  Initiative means taking action and doing what needs to be done without being asked  Initiative shows that you are enthusiastic about your work  Accepting responsibility means being willing to be held accountable for your actions

Self-Control  If you exercise self-control you take careful, measured steps and don’t act on impulse or emotion  Self-control while working allows you to stop and analyze situations  Self-control and orderly behavior inspire confidence in others

Creativity  Is the ability to use the imagination to invent  Creativity is used in marketing to think of new products and new ways to present products  Creativity helps you analyze problems from a new an fresh perspective

Time Management  Time management means budgeting your time to accomplish tasks on a certain schedule  Time management involves: establishing goals, setting deadlines, allocating enough time for each task, tackling the most difficult task first, and being realistic

Time Management  To manage your time, follow these guidelines: 1) Make a list of the tasks you need to complete 2) Determine which task is most important considering the time frame you have 3) Continue to rank the tasks 4) Create your schedule based on your list

Stress Management  Stress is a reaction to outside pressure  New research suggests that a hormone released by bodies under stress suppresses the immune system  Highly stressed people tend to get sick more often than others

Stress Relief  Three main elements help prevent stress:  Regular exercise  Balanced diet  Enough sleep  Getting involved in other activities that you like is a good way to relieve stress

Assertiveness  Assertiveness is standing up for what you believe in  People will respect you if you can be assertive without being pushy or aggressive  Show confidence and speak with authority

Flexibility  Flexibility allows you to adapt to changing circumstances  A flexible person can learn from others, accept criticism, and grow  To develop flexibility, listen with an open mind

Ethics in the 21 st -Century Workplace  Ethics are the basic values and moral principles that guide the behavior of individuals and groups  Ethical behavior includes: honesty, integrity, and a sense of fair play

Honesty  It is an important part of ethical behavior  Respect for company property and making an effort to prevent theft are other aspects of workplace honesty  Honesty is the basis for trust, which is essential to a good business relationship

Respect  That applies to interactions with coworkers as well  You demonstrate respect by listening with a open mind to the other person’s point of view  While it may not always be easy to be courteous and pleasant, you must practice showing respect to others

Fairness and Equity  Equity means that everyone has equal rights and opportunities  Never give special privileges to an employee for reasons that are unrelated to his or her work performance  Equality is also protected through both federal and state laws

Avoiding Stereotypes  You must become aware of prejudices if there are any and always eliminate them  Experiences shape how we think and view the world  Good workplace relationships and success in marketing are based on mutual understanding

Managing Conflict  Conflict in the workplace can be productive or counterproductive  Counterproductive conflict can cause lost time and resources and a decrease in efficiency  Productive conflict can energize a person, group, or organization

Conflict and Negotiation  Companies can eliminate conflict by making everyone feel equal  Negotiation is the process of working with the parties in conflict to find a resolution  Negotiating requires a willingness to work together  Negotiating involves listening and speaking

Conflict & Negotiation Speaking  First step is defining the problem  Everyone’s feelings must be presented  Always plan ahead what you want to say

Conflict & Negotiation Listening  Listening involves devoting your attention to the speaker  Encourage the speaker to share his or her feelings  Maintain eye contact – this shows that you are interested in what is being said  Planning a response before the speaker’s point is made is a distraction and leads to misunderstandings

Listening (Cont.)  Empathy is an understanding of a person’s situation or frame of mind  Everyone may have had different experiences that you have not experienced

Listening (Cont.)  Six simple techniques for negotiating conflict resolution can be helpful:  Show respect  Recognize and define the problem  Seek a variety of solutions  Collaborate  Be reliable  Preserve the relationship

After You Read 1) Name five personality traits that help to develop good working relationships 2) Define ethics and name four ways to apply ethical behavior in the workplace 3) Explain the two key communication skills necessary to resolve conflict

Chapter 10 – Interpersonal Skills 10.2 – Working Together: Leadership and Teamwork

The Main Idea By developing the skills of a good team member, you will help your team achieve its goals.

Objectives  Discuss how to receive and handle customer complaints.  Identify skills needed to be a good team member and provide leadership.  Name six aspects of successful teamwork.

Key Terms Is work done by a group of people to achieve a common goal Teamwork Preparing to do many different activities Cross-training A decision to which each member agrees Consensus Is a specific commitment that each member makes to the group Agreement

Interpersonal Skills in Marketing  As an employee, you need to be familiar with your company’s basic procedures in responding to concerns raised by customers  Also important to know when you should refer the customer to someone else

Addressing Customers’ Concerns  You should know how to handle the following situations: Request & questions Directions Management’s role Business policies

Addressing Customers’ Complaints  Only four of eight percent of customers who have a concern or complaint share their problem with the firm  Your company should develop a procedure to follow when dealing with customer complaints

Addressing Customers’ Complaints (Cont.)  Guidelines:  Listen: make sure you understand the complaint  Take the customer aside: a sales counter may seem like a barrier  Repeat: repeat the facts when appropriate  Get help: if you feel you need assistance from a supervisor, let the customer know this and seek assistance promptly  Establish a plan: try to reach an agreement with the customer about the next course of action

Teamwork  Teamwork is work done by a group of people to achieve a common goal  Teamwork is becoming increasingly important in the business world

Training Individual members of a team need to keep up with the team. This means having the necessary skills to do your job and staying current with the best practices in your field. Team Planning Teams are usually assigned projects. Planning how to carry out those projects is the team’s responsibility. Teams often include individuals with different strengths. Team Goals The team sets goals. Team goals must be aligned with the goals of the company. Teamwork Involves

Delegation/Agreements Members of the team are assigned different tasks, depending on their skills. Each team member agrees to complete the assigned task. Shared Responsibility/Leadership Everyone on the team shares responsibility for achieving the team’s goal. Members of the team usually select a leader. Teamwork Involves

Training  You must have training for all the tasks you will perform  Cross-training means preparing to do many different activities  Work becomes more enjoyable when you know you will not be doing the same activity every day

Team Planning  Team planning involves setting goals, assigning roles, making agreements, sharing responsibility, and communicating regularly

Team Goals  A consensus is a decision to which each member agrees  All team members should be allowed to state their opinions  Compromises may have to be made

Assigning Roles  Team projects often work more smoothly if the team appoints a leader who coordinates tasks  Everyone needs to know what tasks they’re responsible for  Members are usually assigned tasks based on their skills and experiences

Agreements  An agreement is a specific commitment that each member makes to the group  The team becomes more cohesive and stronger  It is important that each member feel connected to the company’s goals as well as to the team’s goals

Shared Responsibility and Shared Leadership  Shared responsibility and shared leadership mean that each member must feel responsible for the whole team’s efforts  Shared leadership also allows all team members to perform some management functions

Feedback  When giving feedback make sure you’re respectful  Being over critical with feedback will not serve its purpose

Leadership Skills  Leaders need self-confidence and a willingness to take the initiative, creativity to resolve new and unusual problems  They need problem solving, social judgment, and communication skills  Good leaders understand people and social systems and are able to motivate others to work together

Being a Valuable Team Member  The following list describes valuable attitudes and actions:  Make the team’s goals your top priority  Listen actively and offer suggestions  Build positive group dynamics with team members  Continue to communicate with team members outside meetings  Follow up on what you have been assigned to do

Being a Valuable Team Member  The following list describes valuable attitudes and actions:  Work to resolve conflicts among team members  Respect the other members of your team  Try to inspire other employees to get involved

After You Read 1) Define teamwork and explain how this concept applies to the business world 2) What personal strengths and interpersonal skills are required of a good leader 3) What personal traits and interpersonal skills make a person a good team member