Sur vey on

Inter per sonal Ski lls of

Ex ecut iv e of In sur ance
Sector

By
Shruti
8NBSL026
 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 skills
Assertion skills
Problem solving skills

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 Importance
Success depends on commitment
and action of people both face to face
and across electronic and cyber
channels
Plays a key role in service sector
Advertisement of products are quite
difficult
Mass is influenced by their peer’s
experience.
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 Methodology
Data was collected by two sources:
Primary
Secondary
Primary source includes:
Questionnaire
Observation
Secondary data includes:
Internet
Journals
Magazines

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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

Service product
Product
Ans: In the opinion of
all the executives
insurance sector falls
under service sector
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Ques: how many people
do you deal with
monthly:
10-50
50-100 10 to
50
More than 100
Ans: Shows: 50 to
100
- how important is
communication in this more
than
business. 100
- degree of
interpersonal skills
required

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Ques: How many of them do
you feel are convinced by
you: 100%
100%
50-100% 50%-
10-50% 100%
None
10%-
Ans: Executives interact with 50-%
so many people but are
able to convince very few less
than
of them . 10
60% used to interact with
more than 100 but mere
10% were able to convince
50-90 people
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 Where do you rank yourself Extrem
ely
on interpersonal scale: good
Extremely weak very
Weak weak
Average
weak
Good
Very good
Excellent average
Ans: Employees having week
skills perish off. good

Ones having average skills

very
are on verge of perishing good
Survival is possible for only
Excelle
those who have excellent nt
skills 9
Ques: To what an extent
interpersonal skills
influence your working?
Large Extent
To small extent
Not at all large
extent
Ans: All of them were of small
the view that extent
not at
interpersonal skills are all
an important aspect of
their professional life.

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 Ques: How do you resort
critical incidence:
Listening skills
Assertion skills
Collaborative problem solving
Ans: Majority of employees
opted for “collaborative
Listeni
problem solving”. Its ng
features were: skills
- In it a middle way is taken out Asserti
to please the customer. on
skills
The next favorite approach of CPS
employees is “Assertion
skills”. Its features are:
- Executives following this
approach must know very well
how to play with words.

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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
Strongly disagree approve
Ans: Responses:
- Interpersonal skills are Approv
responsible for e to
certain
generating business. extent
- Over smartness shouldn’t Strongl
shadow your ydisagr
ee
interpersonal skills.
- Its not possible to fool all
the persons all the time.
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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 skills
Employees, ranking themselves high on
interpersonal scale prove to be an asset to the
organization
While 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
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Communicate clearly.
 Bibliography

Books:
Communication Skills- Usha Mehta
Corporate Ethics- Jasvinder Singh

Web Sites:
www.wikipedia.com
www.erickson.edu
www.gurukul.com
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