Survey on Interpersonal Skills ofExecutive of Insurance

Sector

By

Shruti

8NBSL026

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Introduction

Mental and communicative algorithms applied during customer dealing.Refers to how people operate and relate to each other.Positive skills increases productivity in the organzation by decreasing number of conflicts and misunderstanding.Includes:

Listening skillsAssertion skillsProblem solving skills

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Success depends on commitment and action of people both face to face and across electronic and cyber channelsPlays a key role in service sectorAdvertisement of products are quite difficultMass is influenced by their peer’s experience.

Importance

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Methodology

Data was collected by two sources:PrimarySecondary

Primary source includes:QuestionnaireObservation

Secondary data includes:InternetJournalsMagazines

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Objective

Interpersonal skills required by insurance executive

Impact of executive interpersonal skills on company’s profitability

Need of interpersonal skills in service industry

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Data Analysis And Interpretation

Ques: Under what category do you place insurance sector:

Service

Product

Ans: In the opinion of all the executives insurance sector falls under service sector

service

product

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Ques: how many people do you deal with monthly:

10-5050-100More than 100

Ans: Shows:- how important is

communication in this business.

- degree of interpersonal skills required

10 to50

50 to100

morethan100

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Ques: How many of them do you feel are convinced by you:

100%

50-100%

10-50%

None

Ans: Executives interact with so many people but are able to convince very few of them .

60% used to interact with more than 100 but mere 10% were able to convince 50-90 people

100%

50%-100%

10%-50-%

lessthan10

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Where do you rank yourself on interpersonal scale:

Extremely weak

Weak

Average

Good

Very good

Excellent

Ans: Employees having week skills perish off. Ones having average skills are on verge of perishing

Survival is possible for only those who have excellent skills

Extremelygood

veryweak

weak

average

good

verygood

Excellent

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Ques: To what an extent interpersonal skills influence your working?

Large Extent

To small extent

Not at all

Ans: All of them were of the view that interpersonal skills are an important aspect of their professional life.

largeextent

smallextent

not atall

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Ques: How do you resort critical incidence:

Listening skillsAssertion skillsCollaborative problem solving

Ans: Majority of employees opted for “collaborative problem solving”. Its features were:

- In it a middle way is taken out to please the customer.

The next favorite approach of employees is “Assertion skills”. Its features are:

- Executives following this approach must know very well how to play with words.

Listeningskills

Assertionskills

CPS

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- Customers are convinced by just mere bending of words.

- Based on the basis that customers can’t be loyal for long time

The least favored approach was “listening policy”.

Its features:

- Doesn’t fetch much of business.

- Satisfy customers momentarily.

- Fails to achieve long term goals.

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Ques: Do you feel person with better interpersonal skills are more capable:

Strongly approve

Approve to certain extent

Strongly disagree

Ans: Responses:- Interpersonal skills are

responsible for generating business.

- Over smartness shouldn’t shadow your interpersonal skills.

- Its not possible to fool all the persons all the time.

stronglyapprove

Approve tocertainextent

Stronglydisagree

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Conclusions and suggestions

Conclusions:Service sector require more interpersonal skills than product industry.Service industry have more direct contact with customers rather than product industry.Strong convincing power is required which in its return is an attribute of interpersonal skillsEmployees, ranking themselves high on interpersonal scale prove to be an asset to the organizationWhile those who rank themselves low prove to liabilities.

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Suggestions:Never to discount the importance of interpersonal skills.

How you are perceived by your customer effects your professional career.

Brilliant ideas if not well connected with customer, it fails to fetch any good.

Some concrete things involved in interpersonal skills are:

Paying attention

Smile

Appreciate

Resolving conflicts

Communicate clearly.

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Bibliography

Books:Communication Skills- Usha Mehta

Corporate Ethics- Jasvinder Singh

Web Sites:www.wikipedia.com

www.erickson.edu

www.gurukul.com