n Chapter 10 Interpersonal Skills

1. Marketing Essentials nChapter 10Interpersonal Skills Section 10.1 Human Relations

2. SECTION 10.1 Human Relations What You'll Learn • The importance of understanding others • The personal traits that can help you be more effective in relations with other people • Personal skills to master for successful interpersonal relations • How interpersonal skills may be used in marketing

3. SECTION 10.1 Human Relations Why It's Important You use interpersonal skills in your personal life every day. Getting along well with others will serve you well on any job. In fact, studies show that between 80 and 85 percent of a person's success in the world of work is due to good interpersonal skills.

4. SECTION 10.1 Human Relations Key Terms • body language • initiative • empathize • assertive

5. SECTION 10.1 Human Relations Understanding Others The first step in getting along with others is getting to know them. Finding out others' interests helps you understand them better. Interests often reflect values, and an understanding of a person's values is helpful in a relationship. Slide 1 of 2

6. SECTION 10.1 Human Relations Understanding Others • Body language is the gestures, posture, mannerisms, and eye contact by which a person communicates thoughts with others. • Facial expressions are often good indicators of emotions and feelings. Slide 2 of 2

7. SECTION 10.1 Human Relations Personal Traits • The way you interact with others will determine how successful you are. The following traits will help improve your interpersonal relations: • self-control and orderliness • self-awareness and willingness to change • self-esteem • empathy • friendliness, courtesy, and tact • personal ethics • creativity, initiative, and responsibility • attitude

8. SECTION 10.1 Human Relations Personal Skills • Using the following personal skills can help you succeed in your career: • assertiveness • solving someone's problem • time management • goal setting

9. SECTION 10.1 Human Relations Interpersonal Skills in Marketing • The following are some basic procedures you may be asked to handle that will require the use of your interpersonal skills: • Handle customer requests and questions. • Provide customers with directions to your store location. Slide 1 of 2

10. SECTION 10.1 Human Relations Interpersonal Skills in Marketing • Understand management's role in customer relations. • Perform procedures for handling difficult customers. • Explain business policies to customers. • Handle customer complaints. Slide 2 of 2

11. ASSESSMENT 10.1 Reviewing Key Terms and Concepts • 1. Why is it important to understand others? • 2. What are the personal traits that can help you be more effective in relations with other people? • 3. What are four personal skills that you should master for successful interpersonal relations in the marketing world? • 4. How can interpersonal skills be used in marketing?

12. ASSESSMENT 10.1 Thinking Critically • Describe the body language you would expect to see in a shy person, a defensive person, and a self-confident person.

13. Marketing Essentials End of Section 10.1