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Developing your communication and interpersonal skills can help you to deliver and receive information more effectively, improving your interactions and relationships with people.
In the video above we surprised Sophie, a barista in a busy market, with a range of particularly difficult customers and recorded her to see how she handled each situation.
Using a combination of verbal and non-verbal skills, watch how Sophie adapts her communication style throughout the day.
Look out for her friendly and confident approach to conversations, her ability to quickly adapt to each situation and the way she patiently listens to understand each customer’s needs.
Think about your communication style and consider if there are any of Sophie’s skills you want to put into practice.