Interpersonal Skills
Interpersonal skills are also known as _________ skills.
A. Animal
B. Interview
C. People
D. Travel
C. People
If you are feeling tired during a presentation you should...
A. Look at your phone during the presentation
B. Ask for a break to get a drink of water
C. Put your head down and sleep
**Bonus points** if you can name the Group Guideline this question relates to.
B. Ask for a break to get a drink of water
Group Guideline: Treat the program as if you are at work.
No sleeping on the job!!
SCENARIO: A customer walks into your store, what would you say to them?
Please write your answer on the white board.
Answers will vary.
Possible examples: "Good morning/afternoon"; "Hello, how may I help you?"; "Welcome to [store's name]"; etc.
Someone is reliable if they are __________.
A. Good looking
B. Trustworthy
C. Funny
B. Trustworthy
What band sings 'Hey, Soul Sister'?
Bonus points if you can sing the song!!!!
Train
TIME TO SING!!!!!!!!
Which is NOT an example of an interpersonal skill?
A. verbal communication
B. sorting mail
C. active listening
B. sorting mail
During a presentation, you want to share a related story about the topic. You should...
A. Tell the class right away
B. Whisper the story to your peer
C. Raise your hand and ask to share
**Bonus points** if you can name the Group Guideline this is related to.
C. Raise your hand and ask to share
Group Guideline: Wait your turn to speak, no interrupting.
Name one thing you can do as a worker to provide customer service.
Answers will vary.
Possible answers: eye contact, answer questions, helping/supporting customers, leading customers to find an item, help with customers returning an item, provide information, smiling, staying positive, etc.
TRUE OR FALSE: Leaders and managers are the same thing.
FALSE.
Remember managers manage people under them however, a good leader does more than just that.
Who sings 'You Belong With Me'?
Bonus points if you can sing the song!!!!
Taylor Swift
TIME TO SING!!!!!!!
Name at least one non-verbal cue to show that you are listening.
Answers will vary.
Possible answers: eye contact, head nodding, body language, focus, facing forward/to the person, etc.
During presentations you should do what with your phone?
A. Check your phone often
B. Make a phone call
C. Only use your phone during breaks unless it is an emergency
**Bonus points** if you can name the Group Guideline this is related to.
C. Only use your phone during breaks unless it is an emergency
Group Guideline: Limit Distractions
SCENARIO: A customer approaches you and asks where an item is. What should you do or say?
Please write your answer on the white board.
Answers will vary.
Possible answers: guide/lead the customer to the item; say "follow me!", "right this way", "I can walk with you to the item", etc.
LEADERSHIP OR NOT LEADERSHIP:
Be the boss of your group by telling everyone what to do.
NOT LEADERSHIP
What band sings 'Hey Jude'?
Bonus points if you can sing the song!!!!
The Beatles
TIME TO SING!!!!!!
You see a coworker walk into the break room crying.
What should you do?
It would be best to first give them some space and if they don't return for a while then you could go and check on them. We should first give them space because they may have walked into the break room to have some privacy and alone time.
When asking a peer of staff to help you, you should say?
A. "Can you help me with this please?"
B. "I need help."
C. "Hello, help me."
**Bonus points** if you can name the Group Guideline this is related to.
A. "Can you help me with this please?"
Group Guideline: Be courteous
SCENARIO: An angry customer approaches you and they are yelling. What can you do to help you overcome this situation?
Hint: think of stress management techniques
Answers will vary.
Possible answers: counting to 10 in your head, taking deep breaths, think of a happy/calm place, remain positive, ask for help if needed, etc.
LEADERSHIP OR NOT LEADERSHIP:
Admit if you made a mistake.
LEADERSHIP
Remember its okay to make mistakes!
What band sings 'Everybody Wants to Rule the World'?
Bonus points if you can sing the song!!!!
Tears for Fears
TIME TO SING!!!!!!
Tammy has to stock 50 bags of flour but is not able to move the bags alone. Tammy asked James to help her move the bags. James and Tammy began to use a two person lift method to move the bags of flour.
This is an example of:
A. Questioning
B. Walk Away Method
C. Teamwork
C. Teamwork
When you ask a peer for a hug and they say, "no thank you," what would be the best response?
A. Ask them again until they say yes
B. Ask for a fist bump instead
C. Try to gave them a hug anyway
**Bonus points** if you can name the Group Guideline this is related to.
B. Ask for a fist bump instead
(3 possible answers)
Group Guideline: Respect everyone's...
space, body, or choices and opinions.
SCENARIO: A customer wants to return a broken laptop. The customer is upset and says, "why does your store sell broken products?"
How would you respond?
Answers will vary.
If you feel comfortable handling this situation, you could say something like "I am very sorry this happened to you and let me come up with a solution to fix this issue".
If you don't feel comfortable you should ask for help and respond, "Please give me one minute to get my manager so they can help you".
LEADERSHIP OR NOT LEADERSHIP:
Take credit for all of your group's work because you are the leader.
NOT LEADERSHIP
If you work in a team, you shouldn't take credit for the work because it was a group effort!
What band sings 'Y.M.C.A'?
Bonus points if you can sing the song!!!!
Village People
TIME TO SING!!!!!!