The document discusses managing negative people and providing courteous service. It finds that personal qualities account for 85% of job success while technical skills only 15%. It provides goals and strategies for improving human relations, including creating a win-win situation and developing congenial group behavior. It also describes different types of negative personality traits and provides recommendations for handling each type.

1. MANAGING NEGATIVE PEOPLE AND COURTEOUS SERVICE

17. LOCUS OF CONTROL 1- Internal Locus of Control : ‘ I was the cause of the success or failure for the change.’ External Locus of Control : ‘ Something else caused the success or failure.’

21. RELATIONSHIPS BETWEEN UNSKILLFUL COMMUNICATOR AND SUBORDINATE 4 - Abrasive, insensitive unskillful message delivery Distant, distrustful uncaring interpersonal relationships Restricted, inaccurate information and defective communication flow

26. “ Know Thyself” Carved on the Oracle at Delphi “ He that would govern others must first master himself” Messinger

28. Inclusion Control Affection Expressed Behavior Towards Others Wanted Behavior From Other 18 . TOTAL e 10 . TOTAL W TOTAL SOCIAL INTERACTION INDEX MR. EXTROVERT 3 2 5 4 6 8 7 8 13 28

29. Inclusion Control Affection Expressed Behavior Towards Others Wanted Behavior From Other 07 . TOTAL e 08 . TOTAL W TOTAL SOCIAL INTERACTION INDEX MR. INTROVERT 4 3 1 3 2 2 7 5 3 15

30. CASE STUDY HARVARD BUSINESS REVIEW

35. COURTEOUS SERVICE