Lesson 1, Topic 1
In Progress

2.3. Dealing with staff in a polite and friendly manner

ryanrori January 22, 2021

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Importance

The success of any organisation depends on teamwork 

The reputation of the company often depends on how staff works together to ensure customer satisfaction.

Effective communication will ensure that any problems will be handled and accommodated efficiently with minimum disruption and wherever possible without the knowledge of the customers.

Staff morale is a very noticeable yardstick of an organisation’s efficiency.  Staff must be motivated and cooperative in order to be efficient.  Each staff member relies on the cooperation and support of others to fulfil their role efficiently.

Guidelines

The following guidelines are to be kept in mind when dealing with other staff:

  • Consider all other members of staff as ‘internal customers’.  This means that a service relationship exists between you.
  • In order for your colleagues to perform their jobs effectively they need your assistance and vice versa.
  • If you and your colleagues do not give one another the very best service no one will be able to perform their jobs effectively which will result in poor customer service.
  • Greet colleagues with warmth and friendliness.  Rather greet someone too often than not often enough.

Value others

Do not judge others, rather focus on listening and make sure you understand your fellow workers. Make sure you:

  • Receive all questions in a respectful manner (remain calm even if you are presented with a negative attitude)
  • Receive all questions (value each and every team member’s input)
  • Respond to questions in a clear and concise manner (you will break the flow of your presentation and decrease understanding of your message if you give lengthy answers).

Have a positive attitude and behaviour

How you conduct yourself at work and the attitude you display will affect how other team members respond to you. The attitudes and behaviour to display include:

  • Smiling often
  • Maintaining eye-contact when speaking to others
  • Asking open questions to extend the conversation, i.e. questions that require more than a ‘yes’ or ‘no’ answer.
  • Being friendly
  • Maintaining a positive attitude to your work and team members
  • Having a sense of duty and willingness to serve
  • Finding solutions, not problems.

Treat everybody equally

Every team member is an individual. They will be different from each other in a number of ways, for example, some may be argumentative or dominant, and others may be quiet. How you handle your interactions with each member of your team will determine your success as a team member.