Learn how to manage people and be a better leader
Summary
TLDRThis 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
🤝 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.
📈 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.
Mindmap
Keywords
💡Team Player
💡Interpersonal Skills
💡Communication Skills
💡Assertiveness
💡Rapport
💡Leadership
💡Singapore Workforce Skills Qualifications (WSQ)
💡Self-Development
💡Influencing Styles
💡Customer Service
💡Career Goals
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
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