Interacting with people

Interpersonal communication skills are abilities that enable individuals to interact effectively and efficiently with others in various personal and professional contexts. These skills involve both verbal and non-verbal communication, as well as active listening.

Verbal communication

Verbal communication involves the use of spoken words to convey information, ideas, and emotions. It includes elements such as tone of voice, pitch, volume, pacing, and clarity of speech.

Effective verbal communication requires clear speech, appropriate vocabulary, and the ability to tailor your message to your audience. It's essential to speak confidently and assertively while being mindful of the impact of your words on others.

Some ways to improve your verbal communication skills include:

• Practise speaking slowly and clearly.
• Expand your vocabulary by reading regularly and learning new words.
• Record yourself speaking and listen for areas of improvement in tone and clarity.
• Receive feedback from others on your verbal communication skills and work on the areas identified.

Non-verbal communication

Non-verbal communication encompasses body language, facial expressions, gestures, eye contact, posture, and proxemics (the use of physical space). These non-verbal cues often convey emotions, attitudes, and intentions.

Non-verbal communication can complement or contradict verbal messages. For example, in western cultures crossing your arms may signal defensiveness or resistance, while maintaining eye contact conveys confidence and attentiveness.

Ways to improve your non-verbal communication skills include:

• Practise maintaining open body language, such as facing the speaker directly and avoiding crossed arms.
• Pay attention to your facial expressions and gestures to ensure they align with your verbal message.
• Use mirroring techniques to match the body language of the person you're communicating with, which can foster rapport and connection.
• Increase your awareness of cultural differences in non-verbal communication to avoid misunderstandings and promote effective cross-cultural interactions.

Active listening

Active listening is a fundamental interpersonal skill that involves fully focusing on, and understanding, what the speaker is saying. It goes beyond simply hearing words to actively engaging with the speaker's message and perspective.

Key components of active listening include giving the speaker your full attention, maintaining eye contact, nodding or using affirmative gestures, paraphrasing or summarising to confirm understanding, asking clarifying questions, and providing feedback.

Ways to get better at active listening include:

• Practise maintaining eye contact and minimising distractions when listening to others.
• Use non-verbal cues such as nodding and affirmative gestures to signal your attentiveness.
• Develop patience and avoid interrupting the speaker, allowing them to express themselves fully before responding.
• Cultivate empathy by putting yourself in the speaker's shoes and considering their perspective and emotions as you listen. Communicating with empathy will be covered later in the programme.

Video Title: The art of active listening
Watch Duration: 7:39
Video Summary: This video guides you on how to be a better active listener.
Source: YouTube

In your role you will be dealing with two types of customers:

• External customers – those who use your organisation’s services.
• Internal customers – your colleagues for whom you provide a service.

Knowing the customers who use your organisations’ services will help you to better anticipate their needs and provide the best customer experience for them. For example, if your organisation serves the dairy farming community, you can expect that during calving season they will be busier than usual and may expect a faster turnaround from you.

Remember to remain professional during interactions, even if the other participant is not. We will cover how to handle difficult interactions later in the programme.

Who are the customers at your place of employment? What mix of internal and external customers is there?  If you not yet working chose a company that you would like to work for and identify who their customers are.  Share in the forum. 

Common reception tasks

A receptionist is the ‘face’ of the organisation; they are the first point of contact for those outside the organisation. Having a friendly, professional, confident demeanour will reflect well on your workplace and yourself as a professional. A receptionist should be dressed appropriately for the role. If you are unsure what to wear, check the dress code or ask your team leader or manager.

Key reception tasks include:

• Greeting visitors and acting as a ‘gatekeeper’, ensuring that anyone going past reception is authorised to do so.
• Answering the phone and either assisting the caller, or putting them through to the correct person or department.
• Helping visitors sign-in. Most workplaces will have a visitor register that they will need to fill in, or some other way of recording the visit. This is for health and safety; it lets wardens know how many people should be at the muster point if there is an emergency.
• Receiving courier deliveries and booking courier to collect objects that need to be sent out.

Your team leader will advise you on the proper process for the tasks relevant to you.

Etiquette

When answering the phone, clearly state the organisation name, the department – if appropriate – and your name so that the caller can be sure they have come through to the correct place and know with whom they are talking. For example: “Welcome to West and Finch, finance department, Rebecca speaking, how may I help you?”

If your workplace has a specific way they want you to answer the phone, you should follow their guidelines.

If the caller wants to speak to someone else in the office, you have a couple of options:

• Handshake the call – place the caller on hold while you dial the extension for the person they are contacting. Talk to your colleague and let them know who is calling (and why, if you have that information) before connecting the caller through and hanging up.
• Take a message so that your colleague can call back at their convenience.

As phone systems vary, ask your team leader to show you how to transfer calls, check and clear voicemail messages and other common phone tasks for your workplace.

Always let the caller know that you will be putting them on hold, and why. If you have put them on hold while you complete a task for them, and it is taking a long time, it is polite to check back in with them to let them know what is going on. You can offer to call back when the task is complete if they prefer.

In person, greet any visitors with a smile and ask how you can assist them. Remember not to give out any private information, which can include whether or not someone is currently in the office, or where else they may be.

Ask for the visitor’s name and who they are visiting, it can also be helpful to ask if your colleague is expecting them. If not, ask for the purpose of their visit so you can let your colleague know.

Check with your workplace if they want you to send expected visitors straight through to the designated meeting space, or have them wait to be collected by a colleague. If they are an unexpected visitor, ask them to take a seat while you see if your colleague is available.

VoIP phone systems

VoIP stands for voice over internet protocol. A VoIP system enables users to make voice and video calls over the internet, instead of using a traditional phone network. Calls can be made from a computer, smartphone, tablet, and other enabled devices, including VoIP desk phones.

There are many VoIP service providers, find out which one your workplace uses and familiarise yourself with it. YouTube tutorials can be a good place to start. The videos linked below explain how to make a phone call using two common platforms: 3CX and Microsoft Teams.

Video Title: How to Make and Receive Calls with 3CX | 3CX Basics
Watch Duration: 3:14
Video Summary: How to make & receive a call on 3CX, via desk handset, Windows App, & Mobile App.
Source: YouTube

Video Title: Get started with Teams Phone in Microsoft Teams
Watch Duration: 1:22
Video Summary: An introduction to phone calls using Microsoft Teams.
Source: YouTube

The administration function may be part of another business team, or it could be stand-alone. Even if you are not “in a team” you are still a member of the organisation and your work is important to the success of the group as a whole.

Expected behaviours in a team

A team works towards common objectives. It is not about individual achievement; the whole team succeeds together. A good team member helps others when they can. The flip side of this is that you also need to be open to accepting help. It is important to know your own limitations and to ask for help before you become overwhelmed.

Be an active participant in team meetings. Contribute your ideas and opinions, as appropriate. A fresh viewpoint is sometimes what a team needs to set themselves on a better path. Teams are stronger when they listen to and support every member.

Show accountability by following through on tasks you have said you will complete. If they are taking longer than expected, follow up with the relevant parties to let them know what progress has been made and when they can expect completion. Establish with your colleagues how often they would like to be updated – some may want to hear daily, while others don’t want to be contacted more than once a week.

Mana-enhancing behaviours

A good team member engages in mana-enhancing behaviours. Mana-enhancing behaviours are actions or practices that contribute positively to one's personal mana, enhancing their reputation, influence, and respect within their community.

Video Title: Insights into kaupapa Māori: Mana
Watch Duration: 4:12
Video Summary: This video provides insights into mana-enhancing behaviours. The context isn’t an office environment but the concept remains the same and the learnings can be applied to any work environment.
Source: YouTube

Understanding responsibilities in a team

Understanding responsibilities in a team is key to ensuring that everyone knows their specific roles and tasks, which helps prevent confusion and overlap of duties. It enhances efficiency by clearly defining who is accountable for what, ensuring that all necessary work is covered and that deadlines are met.

Clear responsibilities also foster accountability, improve communication, and help build trust within the team, as each member understands how their work contributes to the team's objectives. If you are feeling uncertain about your role in a team, seek clarification from your team leader.

In this topic we looked at aspects of interacting with people in the workplace, including external and internal customers. This included reception etiquette, interpersonal communication skills, characteristics of good teamwork, and mana-enhancing behaviours.