Managing Teams

Interpersonal Skills I have Demonstrated

There are a number of situations where I would have used interpersonal skills. One of the main places where I will use them would be at my part time job at New Look in Southend. My role within the team is as one of the people who has worked there the longest, and although I am not a trained supervisor I am usually able to help if there is a problem on the shop floor and the manager is not available. As I work in retail I need to be able to use interpersonal skills within the team, and with customers.

The goals of the team is to provide a high level of customer service and to offer customer quality products at low prices. It is important that we are able to serve customers quickly, as at certain times of the day it gets very busy and we are only a small store, and are unable to cope with the amount of people in the store at the time. A major reason why there would be a problem with moving customers through the shop quickly is when there is a problem at the tills, and one of the members of staff are unsure what they should do. It is because this that a supervisor is needed on the shop floor at all times. This is not always possible especially on weekend as managers are often need in the office, or are in meetings off the shop premises. Therefore on weekends we have a large number of new staff, and I am often the person who has been their the longest and has the most experience in the shop.

One of the main reasons why I am asked for help by other staff is when they need help with the returns policy. If they have had a customer approach the till with an item they wish to return, for example without labels, or without the receipt then they might be unsure if they are able to return it. Our returns policy is not too strict however many new members of staff are unwilling to tell customers that they are unable to return the items incase the customer looses their temper. When I have to do this, I have to use interpersonal skills so that the members of staff learn what to say in the future, to try to put my point across to the customers without making them annoyed or not understand, and make sure that the employee wasn’t wrong to ask for my help.

Interpersonal skills are needed in a number of areas in my part time job these include, with managers and other members of staff, customers in the store, and with customers over the phone.

Interpersonal Skills

There are a number of skills that are needed in order for a person to be an effective team member, These include and cover the following:

• Communication

• Approachability

• Personal Organisation

• Self Management

• Technical Skills

Communication

It is important that all team members, but especially team leaders are able to communicate clearly. This is important because if they did not communicate well messages from management may not be accurate, goals may not be understood and therefore people might not understand what they have to do. If people aren’t sure what to do this may lower motivation and reduce the productivity of the team.

In a retail environment such as New Look communication skills are one of the most important skills that employees need. This is because people that work in retail need to be able to communicate effectively to other staff, management and customers. I have to use good communication skills because I have to make it clear to other members of staff what areas they are on, and what they need to do. Also when I am on the tills I have to communicate to customers, especially when they have a problem or wish to return a item.

These are the skills that a good leader would need:

1. Speak clearly, loudly, and use a the correct tone of voice for the situation.

2. Have confidence when talking to individual people or to a group.

3. Use suitable body language, for example eye contact, hand gestures and smart dress.

I have to do this every day that I am at work. I am expected to dress in New Look clothes and look presentable, although I do not have to dress in smart clothes. Also when you are on the tills or communicating with customers I have to use the correct body language such as eye contact to show that I am listening to what they are saying and concentrating on them. At work we are trained to do this as it shows good customer service, and customers expect to be listened to by sales assistants.

4. Foresee consequences, and see possible problems that may arise from something the team does.

5. Beware of actions and what the impact on the rest of the team might be. The leader needs to make sure that they set a good example to the team.

6. Many people that work in teams need to have charisma, this is important for team leaders, as if they have charisma they are more likely to get on with the team and not be intimidating, however team members need this too to be able to talk to the other members of the team, and to fit in with them.

7. Team leaders need to involve all members of the team so that they feel like they are valued.

This was shown by my manager when she called a team meeting to discuss issues with all the employees. In the meeting we talked about security, customer service and sales figures, and how we could improve on certain areas. We all had the opportunity to put our thought across and my manager wrote what was said down so that changes could be made accordingly. This made all the staff feel involved and valued by the company.

8. Team leaders and members should ask each other questions so everyone knows that they understand their aims properly.

9. It is not good communication skills if any team members or team leaders interrupt others when they are talking, or keep disturbing them when they are working.

If someone needs to talk to another member of staff they cannot while they are on the tills or helping customers, but also they need to make sure that they are not busy and are free to talk. The best thing to do is to mention to them that you would like to talk to them, and indicate what it will be about and ask when there would be a suitable time to talk.

10. Team leaders need to