Marketing Essentials

Chapter 10: Interpersonal Skills

Chapter Summaries

Section 10.1

• Ethical behavior in today's workplace involves demonstrating respect for people of diverse backgrounds.
• Important personal strengths include self-esteem and self-awareness, a positive attitude, assertiveness, stress management, flexibility, initiative, responsibility, self-control, creativity, and time management skills.
• Good interpersonal skills are necessary for building effective working relationships with coworkers and clients. These skills include honesty, respect, fairness, negotiation, listening, speaking, and empathy.
• Conflict negotiation requires good communication skills and a willingness to work together.

Section 10.2

• Handling customer complaints involves listening, getting help if necessary, and establishing a plan. Repeating the facts of the complaint shows understanding of the problem. Taking the customer to a different location can help.
• Understanding the team goals, the roles assigned to individual team members, and shared responsibilities will help make you a valuable team member. Leadership skills include problem-solving, social judgment, and communication skills.
• Six aspects of successful teamwork are training, team planning, team goals, assigning roles, agreements, and shared responsibility/leadership.