Lesson 3: Managing People at Work (Training in Interpersonal Skills)

Principles from How to Win Friends and Influence People: Enhance

Relationships
Become a Friendlier Person
1. Don’t criticize, condemn, or complain. Criticizing our associate not only damages
that person’s self-image, but puts a dent in our image.
2. Give honest, sincere appreciation. This builds our image faster than any other idea.
After all, our jobs demand cooperation and effort from others. They contribute to our
success as much as we contribute to theirs. Why not acknowledge the obvious?
3. Arouse in the other person an eager want.Were constantly selling our ideas as
business professionals. People do things for their reasons, not ours. If we tell them
why our ideas will benefit them, we will be surprised how much cooperation develops
in our organization.
4. Become genuinely interested in other people. Regardless of the physical assets
our company may have, its the people who make it successful. They are the
organization’s key asset and getting to know them should be as natural as knowing
the technical aspects of our job. Being genuine is our key. Don’t play games by
getting to know others only for our gain. Getting to know others should be mutual
beneficial.
5. Smile. Whether we’re pleasant to be around depends, not on the situation, but our
behavior. Rapport in business is created by seemingly minor considerations.
6. Remember that a person’s name is,to that person, the sweetest and most
important sound in any language. This is crucial in dealing with those we don’t see
very often. Respect and acceptance can be based on such a simple thing as
remembering a person’s name and using it where appropriate in business situations.
7. Be a good listener. Encourage others to talk about themselves. A business runs on
information and what better way to learn what’s going on than following this principle?
We must listen with everything we’ve got. How we listen says volumes about our
thoughts.
8. Talk in terms of the other person’s interest. We think about ourselves most of the
time. Why not created stronger business relationship by putting away our own
concerns for a while and talking about what others are thinking?
9. Make the other person feel important and do it sincerely. In our dealing with others,
this shows we appreciate their contributions and we built a strong bond helping us
with stand the pressure of day-to-day struggles.
Principles from How to Win Friends and Influence People: Create a Positive
Environment
Win People to Your Way of Thinking
10. The only way to get the best of an argument is to avoid it. An argument is 90%
emotion and 10% nonsense. A mature professional avoids arguments.
11. Show respect for the other person’s opinion. Never say, “You’re wrong”. This is a
direct insult to a person’s intelligence, it shrinks the channel of communication.
Simply ask why he or she feels that way.
12. If you are wrong, admit it quickly and emphatically. A mature and self-assured
team member shows these qualities by following this principle.
13. Begin in a friendly way. If we don’t winning people to our way of thinking is nearly
impossible.
14. Get the other person saying “ Yes,yes” immediately. It’s important to begin by
agreeing on something, then, the challenging ideas will be more easily accepted.
15. Let the other person do a great deal of the talking. Not only will the person share
information, but he or she might “talk themselves” into cooperating.
16. Let the other person feel that the idea is his or hers. What is right, not who is right
is what is important. By following this principle, we build another person’s confidence
and willingness to share ideas and strengthen the team.
17. Try honestly to see things from the others person’s point view. The other person’s
point of view is based on their perception of the situation and may be clearer than
ours.
18. Be sympathetic with the other person’s ideas and desires.This is a sure way of
keeping channels of communication open.
19. Appeal to the nobler motives. Most people will work very hard for ideals and the
higher aims of the organization.
20. Dramatize your ideas. A unique idea should have a unique package.
21. Throw down a challenge. Most of us have a competitive side. Challenging others
to action often produces unexpected positive results.

Principles from How to Win Friends and Influence People: Demonstrate

Leadership
Changing Attitudes and Behaviors
22. Begin with praise and honest appreciation. When we address the value of a
person has to our organization, we set a positive environment for open
communication.
23. Call attention to people’s mistakes indirectly. This creates an environment that
helps associates from becoming defensive.
24. Talk about your own mistakes before criticizing the other person. This concept
eliminates barriers and helps the associate be more open to our coaching.
25. Ask questions instead of giving direct orders. This process increases ownership
of both the problem and potential solutions.
26. Let the other person save face. Our goal is to deal with the inappropriate
behavior and still maintain the dignity of the associate.
27. Praise the slightest improvement and praise every improvement. Be “hearty in
your approbation and lavish in your praise.” There is no better way to increase the
productivity, efficiency, and commitment of our associates. We must observe and
recognize our colleagues.
28. Give the other person a fine reputation to live up to. When we encourage others,
we help them tap to their potential.
29. Use encouragement. Make the fault seem easy to correct. By expressing our
belief in the other person’s ability to correct the fault, we help them improve their
performance.
30. Make the other person happy about doing the thing you suggest. By tapping into
a person’s desire to improve their performance, we can help them develop the
attitudes and behaviors that are productive for them and their organization.