Interpersonal Skills

Published: Monday, 01 October 2018

1. Relating well with others-being polite

2. Responding to concerns

3. Assisting others

4. Resolving conflicts

5. Being a team player

 

1. Relating well with others-being polite

What is it?

How do you treat people? Are you polite to your colleagues, boss, friends? Can you communicate with people without being impolite? 

 

Aims?

  • It’s a necessary skill, to relate well with others and being polite to them.
    • For example: When working on a task with classmates, it’s necessary to relate well with each other, without being impolite. If you disagree with something or someone can you disagree politely? 

 

How to get or improve it?

Being polite means being aware of and respecting the feelings of other people. We may not always notice politeness but we usually notice rudeness or inconsiderate behaviour. 

  1. Always use ‘please’ and ‘thank you’. Make sure you thank people for their input or contribution and always include ‘please’ when asking for something. If somebody offers you something use ‘yes please’ or ‘no thank you’.
  2. Be polite and helpful to your subordinates as well as your bosses. Respect and acknowledge the positions, roles and duties of others. 
  3. Use appropriate language. Be respectful of gender, race, religion, political viewpoints and other potentially controversial or difficult subjects. Do not make derogatory or potentially inflammatory comments. 
  4. Learn to listen attentively. Pay attention to others while they speak – do not get distracted mid-conversation and do not interrupt. 
  5. Be assertive when necessary but respect the right of others to be assertive too. 
  6. Avoid gossip. Try to have positive things to say about other people. 
  7. Apologise for your mistakes. If you say or do something that may be considered rude or embarrassing then apologise, but don’t overdo your apologies. 
  8. Respect and be prepared to listen to the ideas and opinions of others. 

 

Benefits and consequences

People with this skill tend to …

  • Be nice, set the stage for better behaviour.
  • Maintain professional manners to get positive attention.
  • Be kind to costumers increases sales.
  • Be polite to their friends who keep calling them.
  • Treat other people with respect. That makes them want to be nice back to them.
  • Offer a chance to respond. Others will listen if you give them a chance to speak.
  • Treat clients well.
  • Be a keen trainee in this sector so she could sell a lot of complete suits (very difficult) 
  • Be polite in working  with people of the company.

People without this skill tend to …

  • Be refused to work with. ‘Nobody’ wants to work with them.
  • Scare People.
  • Appear arrogant.
  • Get fired  more easily/ will not be hired.
  • Give a negative first impression. 
  • Create trouble in a team because of their rudeness.
  • Have no communication skills.

 

Activities

  • A possible activity can be a workshop on how to maintain politeness in certain situations. How do we maintain kind and professional behaviour? 
  • Workshop “Learning to be assertive” 

 

 

2. Responding to concerns

What is it?

When clients come with concerns or problems it’s our tasks to provide them with the information they need. Can you solve their problem? 

 

Aims?

  • It’s a necessary skill, to help the clients with problems or concerns (solving them) 
  • If you’re willing to offer some clients help, they will be satisfied and return to your company afterwards 

 

How to get or improve it?

  1. If you’re talking about something, know everything about it
  2. Know everything about your company 
  3. Check the frequently asked questions (study it) 
  4. Learn how to stay calm 
  5. Learn how to listen to the clients when they’re explaining their concern 
  6. Improve your communication skills. Know how to handle clients 

 

Benefits and consequences

People with this skill tend to …

  • Help the costumers, clients, … increases sales 
  • Have professional manners to get positive attention
  • Have a nice CV 

People without this skill tend to …

  • Not be able to help customers.
  • Have unrealistic expectations about work.
  • Lack of interest in work.
  • Not to take responsibilities when he has to finish a job. 
  • Not to be aware of their responsibility with the labour market. 

 

Activities

  • For this skill you can put the students in a semi-authentic situation that teaches them to respond accordingly in certain situations

 

 

3. Assisting others

What is it?

A similar skill to the one above. When you see people struggling, it’s your task to reach out and assist them in their needs/ to achieve their goal.

 

Aims?

  • It’s a necessary skill, to assist the clients with problems or concerns (solving them).
  • If you’re willing to offer some clients help, they will be satisfied and return to your company afterwards. 

 

How to get or improve it?

  1. If you’re talking about something, know everything about it.
  2. Know everything about your company.
  3. Check the frequently asked questions (study it). 
  4. Learn how to stay calm.
  5. Learn how to listen to the clients when they’re explaining their concern. 
  6. Improve your communication skills. Know how to handle clients. 

 

Benefits and consequences

People with this skill tend to …

  • Help the costumers, clients, … increases sales.
  • Have professional manners which get positive attention.
  • Have nice CV.
  • Be helpful. 

People without this skill tend to …

  • Not be of any use because a company can’t use them because they can’t help the clients.

 

Activities

  • You can organize an activity where the pupils work in pairs. Each group as an assigned case to study and solve. The main skill lays in helping each over to solve the case.

 

 

4. Resolving conflicts

What is it?

Conflict, arguments and change are natural parts of our lives. Resolving conflicts is a way for two or more parties to find a peaceful solution to a disagreement among them. The disagreement may be personal, financial, political or emotional. How do you resolve conflicts? Are you skilled enough to work through it in a polite way? 

 

Aims?

  • To produce a solution that all parties can agree to
  • To work as quickly as possible to find this solution
  • To improve, not hurt, the relationship between the groups in conflict 

 

How to get or improve it?

  1. Encourage active listening 
  2. Include group collaboration activities that improve teamwork
  3. Create emotionally-cantered training scenarios
  4. Allow time for personal reflection
  5. Understanding the psychology of conflict
  6. Focus on the root cause 

 

Benefits and consequences

People with this skill tend to …

  • To show increased productivity.
    • The ability to resolve or mitigate a conflict quickly will allow you to get on with other more important tasks 
  • Show potential to lead to greater levels of creativity in the long run (developing strategies). 
  • Be able to solve problems.
  • Look for help when they are stuck. 

People without this skill tend to …

  • Attempt to resolve a workplace conflict but actually make it escalate.
  • Lose some time.
  • Not be able to handle conflict situations well. Conflict resolution can sometimes mean that one person ‘wins’ and gets her way, leaving the other to feel ‘defeated’. 
  • Cause a bigger problem because of not saying it on time. 

Activities

  • A fitting activity is the use of polite language during a conflict. What are tricks that come in handy during conflicts? How do I behave properly and stay calm?

 

 

5. Being a team player

What is it?

Are you a team player? Can you work together without creating conflicts? Do you utilize every strength in your team? These skills are important to be a good team player. 

 

Aims?

  • Teams strive to accomplish a set of common goals 
  • Increased productivity 
  • Increased creativity 

 

How to get or improve it?

  • Onboard your skill set and your greatest talents 
  • Understand the team’s objectives
    • Why are we here?
    • What is the ‘perfect ending’ to this project?
    • What is our deadline?
    • How often will we meet? 
    • What is our budget? 
    • ...
  • Lead by example, even if you’re not the team leader
  • Develop a mindset in which your team comes first
  • Bring your positive emotions to the team
  • Remove negativity from your behaviour
  • Build meaningful relationships with team members
  • Be reliable 

 

Benefits and consequences

People with this skill tend to …

  • Increase their productivity. 
    • When employees work together as a team to accomplish goals and objectives, it will conclude in getting work done in a timely manner and possibly before the expected time. 
  • Collaborate
  • Have an harmonious workplace.
    • Teamwork produces harmony and strengthens healthy relationships amongst the workers.
  • Have job satisfaction.
    • When employees learn to become good team players, it will ultimately increase job satisfaction. 
  • Boost employee’s morale.
  • Be involved in the decision-making process. 
  • Be helpful and loyal.

People without this skill tend to …

  • impede productivity tremendously and even create unnecessary conflict in the workplace.
  • Cause potential conflicts 
    • When conflict arises, it can reduce the productivity of the team.
  • Have time-consuming considerations.
  • Be a lazy team member.
  • Not work in team and communicating right sometimes. They can cause a bigger problem because of not saying it on time.
  • Not to know how to multitask or work in teams.
  • Accuse other colleagues of something even if they know it is wrong, they should solve it. 

 

Activities

  • There are many activities at hand for this skill. You can participate in a teambuilding, for instance, where you work together to achieve the same goals.

 

 

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