n Chapter 10 Interpersonal Skills

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Marketing Essentials
n Chapter 10 Interpersonal Skills
Section 10.1 Human Relations
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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

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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.
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SECTION 10.1
Human Relations
Key Terms

• body language
• initiative
• empathize
• assertive

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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
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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
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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

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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

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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
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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
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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?
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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.
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Marketing Essentials
End of Section 10.1