Learn how to manage people and be a better leader

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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


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