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 others Learn the personal traits that can help you be more effective in relations with other people Learn the personal skills you should master for successful interpersonal relations Discuss the importance of teamwork in the business world. Identify the six aspects of successful teamwork.

Human Relations: Understanding Others Body Language Body 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 Tact F- 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 involvedprovide constructive criticism without hurting someones feelings or being offensive.

HR: Personal Traits- Personal Ethics ESSENTIAL in every aspect of life! Honesty Integrity Sense of Fair Play People will trust you.

HR: Personal Traits- Creativity, Initiative, and Responsibility Creativity Creativity- the act of using your imagination to be inventive Initiative Initiative- doing what needs to be done without being told to do so Responsibility Responsibility- being accountable for your actions and doing your duty

HR: Personal Traits- Attitude Attitude Attitude- 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-esteem Self-esteem- your perceived worth or value

HR: Personal Traits- Empathy Empathize Empathize- to understand a persons 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 Someones Problem Time Management Goal Setting

HR: Personal Skills- Assertiveness Assertive Assertive- standing up for your rights, beliefs, and ideas

HR: Personal Skills- Solving Someones Problem People 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 managements 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.. Consensus Consensus- 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 Agreement Agreement- 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 teams goals a top priority Listen actively and offer suggestions in meetings Build positive group dynamics with team members Continue to communicate with team members outside of meetings Follow up on what youve been assigned to do

Working Together: Teamwork Valuable Team Members Also: Work to resolve conflicts among team members Respect the other members Try to inspire other employees to get involved