Marketing Essentials

Chapter 10 Interpersonal Skills

Section 10.1 Human Relations

Chapter 10 Interpersonal Skills

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
Chapter 10 Interpersonal Skills

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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.

Chapter 10 Interpersonal Skills

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Human Relations

Key Terms

body language
initiative
empathize
assertive

Chapter 10 Interpersonal Skills

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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.

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Chapter 10 Interpersonal Skills

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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.

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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:
friendliness, courtesy,
and tact
personal ethics
creativity, initiative,
and responsibility
attitude

self-control and
orderliness
self-awareness and
willingness to change
self-esteem
empathy
Chapter 10 Interpersonal Skills

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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

Chapter 10 Interpersonal Skills

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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.

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Chapter 10 Interpersonal Skills

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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.

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10.1 ASSESSMENT

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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10.1 ASSESSMENT

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

Chapter 10 Interpersonal Skills

13