marketing chapter 10 interpersonal skills – Flashcards
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two procedures that will help you in dealing with customer complaints are
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listening and establishing a plan
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ethical behavior includes the personal traits of
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honesty and integrity
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personal traits that foster positive attitude are
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enthusiasm and Interest
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the first step in making personal changes is
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initiative
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confidence is enhanced by good
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self esteem and self awareness
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two important elements of teamwork are
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shared responsibility and shared leadership
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consensus is an important element in setting
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team goals
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using your imagination and acting on your ideas demonstrate the personal traits of
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creativity
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establishing standards so all employees have equal rights and opportunities creates
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equity
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cross training makes it possible for team members to be assigned many
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roles
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personal strengths
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self esteem and self awareness, positive attitude, initiative, responsibility, self-control, creativity, time management, stress management, assertiveness, and flexibility
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ethics
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honesty, respect, fairness, and equity
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managing conflict requires
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understanding, skill, knowledge, and experience
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negotiation is the process of
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working with the parties to a conflict to find a resolution
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negotiation requires two of four basic communication skills
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speaking and listening
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six techniques for negotiating conflict resolution
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1. show respect 2. recognize and define the problem 3. seek a variety of solutions 4. collaborate 5. be reliable 6. preserve the relationship
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self esteem
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how you view or value yourself as a person
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empathy
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being able to understand your customers frame of mind
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assertive
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say what you believe without being pushy or bossy
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goals
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must be established before a team can work together
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consensus
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when all the team members have reached a decision
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agreement
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when each group member commits to perfect a certain task within a period of time
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shared responsibility
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all members take action to bring up whole teams performance
