Interpersonal Skills

What are interpersonal skills?

The ability to communicate effectively, listen to others, show understanding, manage difficult interactions and maintain professional relationships.

What was the example of a difficult interaction?

While working at a busy wedding, a customer became frustrated because I initially offered food options that weren't suitable for their vegan dietary requirements.

What did I do to address the customer's concern?

I remained calm, listened to their concern, apologised for the misunderstanding and discussed suitable vegan options.

Why is it important not to argue back?

Because responding defensively could have escalated the situation. Staying calm allowed me to understand the concern and focus on finding a solution.

Why did I apologize to the customer?

There had been a misunderstanding about the customer's dietary requirements. Acknowledging their frustration helped reduce tension and allowed me to focus on resolving the issue.

What skills did I demonstrate during the interaction?

Active listening, empathy, and clear communication.

How did I demonstrate empathy?

By listening and recognizing the customer's frustration.

How did I communicate with colleagues?

I gave them relevant and accurate information so they understood the customer's requirements and could help the service run smoothly.

What was the result of my actions?

The customer calmed down, it didn't escalate and service continued smoothly.

What did I learn from the experience?

I learned that staying calm, listening and focusing on a solution is more effective than reacting to someone's frustration.