Learn how to manage people and be a better leader

Summary

This video emphasizes the importance of being a team player and possessing interpersonal skills alongside professional expertise. It outlines how to build rapport with customers, manage subordinates assertively, influence co-workers, and communicate effectively with supervisors. The script also encourages personal and professional growth through the Singapore Workforce Skills Qualifications (WSQ) system, highlighting its practicality, accessibility, and affordability.

Takeaways

• 👍 Employers value not only professional expertise and experience but also qualities like character traits, interpersonal skills, and communication skills.
• 👥 Being a team player is crucial for career advancement, even if technical skills are equally matched.
• 🗣️ Effective communication with customers, coworkers, subordinates, and supervisors is key to maintaining positive relationships and ensuring smooth operations.
• 💬 When dealing with unhappy customers, reiterate their views, let them express their needs, and present pros and cons to maintain rapport.
• 💪 Assertiveness in leadership involves being honest and respectful, explaining decisions, being open to suggestions, and accepting responsibility.
• 👨‍💼 Building rapport with supervisors requires understanding their preferred information processing style, whether visual, auditory, or experiential.
• 🤝 Influencing coworkers effectively can be achieved through push styles (logic, carrot and stick) and pull styles (consultative, big picture).
• 📈 Personal and professional growth is valued by employers, making it important to manage self-development and pursue continuing education.
• 🎓 The Singapore Workforce Skills Qualifications (WSQ) system offers practical, accessible, affordable, and flexible courses to enhance employability and career progression.
• 🚀 Character traits, interpersonal skills, and communication skills play a significant role in career advancement and leadership development.

Q & A

Why is being a team player important in the workplace?

Being a team player is crucial because employers seek not only professional expertise and experience but also character traits that help build rapport with customers and coworkers, enhance interpersonal and communication skills, and steer teams effectively.

What are some ways to maintain rapport with unhappy customers?

To maintain rapport with unhappy customers, you can reiterate their views to show understanding, let them express their needs before suggesting a solution, and present the pros and cons of different options to help them make informed decisions.

How can assertiveness help in managing subordinates?

Assertiveness is essential in managing subordinates as it allows you to express your views honestly while being respectful, explain the importance of tasks, and accept responsibility for decisions, thereby gaining their trust and belief in your leadership.

What is the significance of knowing your supervisor's preferred information processing style?

Understanding your supervisor's preferred information processing style, such as visual, auditory, or feeling, helps you communicate more effectively by tailoring your messages to their preferences, which can enhance your rapport and influence.

What are the different influencing styles mentioned in the script?

The script mentions four influencing styles: push styles, which include using logic and carrot and stick methods, and pull styles, which include consultative and big picture approaches, suitable for different team dynamics and objectives.

Why is it important for employees to manage their self-development?

Managing self-development is crucial as it enables employees to grow personally and professionally, take on greater responsibilities, and be prepared for challenges. This is essential for career advancement and staying employable.

What is the Singapore Workforce Skills Qualifications (WSQ) system?

The Singapore Workforce Skills Qualifications (WSQ) system is a framework co-developed by WDA and industry partners across over 30 sectors. It provides practical courses that are accessible, affordable, and flexible, helping individuals gain skillsets employers truly want.

How can the WSQ system help in career progression?

The WSQ system can help in career progression by offering practical courses that build on strengths, minimize weaknesses, and equip individuals with the skills needed to stay employable and progress in their careers.

What are some tips for building positive relationships with customers?

Building positive relationships with customers involves understanding their needs, communicating effectively, and maintaining rapport even when things go wrong. This can lead to customer loyalty and repeat business.

How can one find out more about leadership and people management WSQ training programs?

To find out more about leadership and people management WSQ training programs, one can visit the website WWDC o ve SG / L.PM_underscore WSQ, which provides detailed information on the courses and their benefits.

Outlines

00:00

🤝 Importance of Teamwork and Communication Skills

This paragraph emphasizes the significance of not only professional expertise but also the ability to be a team player. Employers seek individuals with interpersonal and communication skills that foster rapport with customers and colleagues. The text suggests that possessing these traits can accelerate career advancement. The video aims to demonstrate how to apply these skills in various interactions, including dealing with unhappy customers. It outlines three methods to maintain rapport: reiterating the customer's views, allowing them to express their needs, and presenting the pros and cons of different solutions. Assertiveness is highlighted as a key attribute for managing subordinates, while understanding the preferred communication style of supervisors is crucial for building rapport with them. The paragraph also touches on influencing styles and the importance of personal and professional growth, encouraging viewers to consider the Singapore Workforce Skills Qualifications (WSQ) for leadership and people management.

05:03

📈 Advancing Your Career with WSQ Training

The second paragraph focuses on the role of character traits and interpersonal skills in career progression. It suggests that developing into a holistic leader requires understanding leadership and people management, which can be achieved through WSQ training programs. The text promotes the accessibility, affordability, and flexibility of WSQ courses, available at over 450 centers across Singapore. Singaporeans can benefit from subsidies, making these courses even more attractive. The paragraph encourages viewers to explore WSQ frameworks for both leadership and industry-specific skills, directing them to specific websites for more information.

Keywords

💡Team Player

A team player is someone who works well with others and contributes positively to a group's goals. In the video, being a team player is highlighted as a desirable trait for employees, as it helps in building rapport with coworkers and effectively steering teams. The script emphasizes that employers look for this quality in addition to professional expertise.

💡Interpersonal Skills

Interpersonal skills refer to the ability to interact effectively with others. These skills are crucial in the workplace for building relationships and managing teams. The video discusses how interpersonal skills can help leaders steer teams effectively and maintain rapport with customers, especially in challenging situations.

💡Communication Skills

Communication skills involve the ability to convey information clearly and effectively. In the context of the video, these skills are essential for managing relationships with customers and coworkers. The script provides examples of how to communicate with unhappy customers to maintain a positive relationship.

💡Assertiveness

Assertiveness is the ability to express one's views honestly and respectfully without disregarding others' feelings. The video script mentions that being assertive is important for managing subordinates, as it allows leaders to convey their expectations and accept responsibility for their decisions.

💡Rapport

Rapport refers to a harmonious relationship or understanding between people. The video emphasizes the importance of building and maintaining rapport with customers, coworkers, and subordinates. It provides strategies for managing relationships, such as reiterating customers' views and presenting pros and cons in decision-making.

💡Leadership

Leadership is the ability to guide and direct a group towards achieving goals. The video discusses leadership in the context of people management and how certain traits and skills, such as being a team player and having good communication skills, contribute to effective leadership.

💡Singapore Workforce Skills Qualifications (WSQ)

The WSQ is a system in Singapore that provides practical training and qualifications for various skills. The video mentions WSQ as a resource for employees to enhance their skills and stay employable, highlighting its accessibility, affordability, and flexibility.

💡Self-Development

Self-development refers to the process of improving one's skills and abilities for personal and professional growth. The video encourages employees to manage their self-development by identifying career goals and engaging in continuing education and training, such as WSQ courses.

💡Influencing Styles

Influencing styles are methods used to affect the behavior or decisions of others. The video script discusses different influencing styles, such as push and pull, and how they can be used to manage relationships with coworkers and achieve project outcomes.

💡Customer Service

Customer service involves providing assistance and support to customers to ensure their satisfaction. The video script highlights the importance of maintaining rapport with customers, even when things go wrong, through effective communication and understanding their needs.

💡Career Goals

Career goals are the objectives an individual sets for their professional development. The video encourages employees to identify their career goals as part of their self-development plan, suggesting that this can help them achieve greater responsibilities and challenges.

Highlights

Employers value employees who are team players and have interpersonal and communication skills.

Professional expertise and experience are important, but character traits are also crucial for building rapport with customers and coworkers.

Leaders can stand out and advance faster in their careers by having both professional skills and character traits.

Training programs in Singapore's Workforce Skills Qualifications (WSQ) for leadership and people management can help develop these traits and skills.

Maintaining rapport with unhappy customers is possible through effective communication strategies.

Reiterating a customer's views and showing understanding can help in maintaining rapport.

Allowing customers to express their needs before suggesting solutions can improve customer satisfaction.

Presenting the pros and cons of different solutions can help in managing customer expectations.

Assertiveness is key in managing subordinates, but it should be balanced with respect for their feelings.

Understanding a supervisor's preferred information processing method can help in building rapport.

Influencing co-workers can be achieved through various styles such as push and pull, depending on the team dynamics.

Using logic and offering counterproposals can be an effective push style for influencing.

The carrot and stick approach can motivate co-workers by showing rewards and highlighting potential threats.

The consultative style is suitable for teams that are committed and capable of offering ideas.

Using the big picture such as values, mission, and life goals can influence senior and independent individuals.

Personal and professional growth is valued by employers and can lead to greater responsibilities and challenges.

Identifying career goals and engaging in continuing education and training is crucial for self-development.

Singapore Workforce Skills Qualifications (WSQ) system offers practical courses that are accessible, affordable, and flexible.

WSQ courses are co-developed by WDA and industry partners, ensuring that the skills gained are in demand by employers.

Character traits and interpersonal skills are determinants of career advancement and are essential for holistic leadership.

Transcripts

think about this if two managers are

equally good with their skills but only

one is a team player who are the boss

hire or promote the answer is obvious

employers do not want only professional

expertise and experience in their

employees they're also looking for other

qualities character traits for building

rapport with customers and coworkers

interpersonal and communication skills

that will help leaders steer teams

effectively you'll be able to stand out

in advance faster in your career if you

have these traits and skills in this

video we'll share what some of these

traits and skills are and show you how

to use them in your interactions with

customers subordinates supervisors and

co-workers these tips have been taken

from training programs in the Singapore

workforce skills qualifications for

leadership and people management or LPM

wsq that's not all we'll also give you

some pointers on how you can manage your

own development if you're able to build

positive relationships with your

customers they'll keep coming back

however despite your best efforts things

can sometimes go wrong can you still

maintain rapport with unhappy customers

yes you can the key is in how you

communicate with them here are some ways

to make your customer feel better

the first way is to reiterate his views

to show that you understand for example

you can say you're right we didn't

deliver the samples last week follow up

with something like this I'll make a

call now to have them delivered today

the second way is to let him tell you

what he needs before suggesting a

solution for example you can say I have

another idea to help you get the samples

by tomorrow for the third method present

the pros and cons for example you can

say that's right if you receive the

samples tomorrow you can meet the

deadline but if you could give us one

more day it will make a big difference

to the sample quality and it won't

affect the timeline too much if you're

able to

two unhappy customers well you'll be

able to continue your relationships with

them if you want to get the best results

from your subordinates you need to be

assertive assertiveness is not about

bulldozing your way through while

disregarding people's feelings how then

can you express your views honestly and

yet be respectful explain to your team

members why you need them to do certain

things and how they would help the

organization be open to other people's

suggestions and always accept

responsibility for your decisions

otherwise how will your subordinates

believe in what you say it's important

for you to build rapport with your

supervisor one way is to know how he

prefers to process information for

example if your supervisor is a visual

person you can use graphs pictures and

videos to help him visualize your

message for an auditory supervisor let

him hear your message through

face-to-face meetings and phone calls

and if your supervisor is a feeling

person get your message across through

experiences such as site visits and

product testing if you're able to

influence your co-workers you can help

your project team reach desired outcomes

and manage changes you may use one or a

combination of these four push and pull

influencing styles one push style is to

use logic points out the loopholes of an

argument and then offer a

counterproposal

another push style is carrot and stick

show your co-workers the reward they'll

get it they comply and highlight the

potential threats if they don't on the

other side of the coin are the pull

styles the consultative style is

suitable if your team members are

committed and capable of offering ideas

and if you're working with senior and

independent people you can move them

using the big picture such as values

mission and life goals

employers value employees who are able

to grow personally and professionally

these employees are able to take on

greater responsibilities and challenges

therefore it's important to manage your

self-development well you begin by

identifying your career goals then

embark on continuing education and

training to help you build on your

strengths minimize your weaknesses and

reach your goals to get the skills you

need to stay employable get the job you

want and progress in your career you

should consider the Singapore workforce

skills qualifications system or WSQ wsq

courses are practical wsq frameworks are

co-developed by wda and its industry

partners from over 30 sectors this means

you gain skillsets that employers truly

want the courses are accessible they're

easily available at more than 450 CET

centres and training providers

island-wide they are affordable

Singaporeans can get subsidies of up to

95% of course fees they're also flexible

you can take up bite-sized modules to

suit your needs and schedule it's often

said that character traits and

interpersonal and communication skills

will determine how far you'll advance in

your career if you aspire to grow into a

holistic leader find out more about

leadership and people management wsq

training programs at WWDC o ve SG / L

p.m. underscore wsq if you want to

upgrade your industry specific skills be

sure to check out other wsq frameworks

log on to www.mptv.org/outdoorwisconsin