Understanding communication

Communication and interpersonal skills help you get your point across and maintain good relationships with people. Learn why they’re so important and get an example of them in action.

What is it?

These are the skills you use every day to converse with, write and relate to other people.

Why is it important?

Developing your communication and interpersonal skills whether verbal, written or physical, help you to deliver and receive information more effectively and build stronger relationships with those around you.  It’s important to listen to others’ opinions to gain respect and co-operation and project the best version of you.

What’s an example?

You’ve recently been promoted to a position that brings with it new responsibilities, looking after a group of customers. The first time you speak to one of your customers you discover that he has been unhappy with the service for some time and raises a number of concerns. He even mentions taking his business elsewhere.  

You’re in a tricky situation. The last thing you want is to lose the client, particularly when you just got the new job.

Fortunately, you don’t panic or lose your cool. Instead, understanding that honesty is the best policy, you don’t pretend to know things you don’t. You express surprise at his treatment, empathising with his situation and the frustration he’s feeling. You explain that while you completely understand how he might want to take his business elsewhere, you would hope that he would give you the opportunity to make amends and prove to him that you’ll give his business your full attention. You then allow him to outline all his issues in detail. You take notes, ask questions and make him feel that his concerns are being listened to and give him a summary at the end of the key points which he has raised.  If possible, you also give him a couple of ideas as to how you might improve the situation and get his initial thoughts. To conclude, you ask your customer when he would like to catch up again to review progress on the improvements you’ll be implementing. 

He leaves the meeting feeling much calmer and happier and expresses his confidence that you’ll improve the relationship.

It doesn’t have to be a difficult customer that puts your communication and interpersonal skills to the test. They’re skills valuable to a range of situations in any industry and can be used positively to enhance relationships and enrich your career. Click here to learn more with our practical tips.