You want to create a working relationship quickly so that the client feels that they have your attention and interest. The relationship will depend on early impressions and on how well you show respect and genuineness towards the client.
You show this by a mixture of what you say and ‘how you come across’ to the client.
Good receptionists should come across as friendly but businesslike. But what does this mean?
In this section we look at three types of communication skills:
Speak clearly
Look at the client – don’t mumble with your head turned away. This gives the message that you are not interested and the client may not hear or understand what you are saying. Avoid coming across as speaking from a script – it is irritating! Speak slowly and avoid speaking in a monotone. If you are brave, record yourself pretending to greet a client – you may be surprised!
Be clear in what you are saying
Try to give people straight messages which are unambiguous. Keep what you are saying to the point. Adopt the KISS approach – Keep It Short and Simple!
Take care with your language
We use a lot of jargon in our work and clients may not understand a lot of it, e.g. specialist, case worker. You need to be constantly aware of the language you use and be ready to explain anything the client seems unclear about.
By body language we mean the gestures and postures we use. Often we are not aware of these, but they can support, confuse or contradict a verbal message. You need to make sure that your body language is consistent with what you say.
Think of four examples of body language that would give a negative message to clients.
Here are some examples of body language with the negative message that might be given to clients:
So what is positive body language?
The acronym SOLER describes positive body language:
S – Face the client Squarely
This says ‘I am giving you my full attention’. Turning away gives the opposite message.
O – Adopt an Open posture
An open posture, especially unfolded arms, is a sign that you are open to hear what the client is saying.
L – Lean towards the person
Leaning forward shows concentration and interest.
E – Make Eye contact
Make eye contact when listening and speaking to a client. No eye contact gives the message of being disinterested or bored.
R – Be Relaxed
You can be intently listening and be relaxed at the same time.
People do have reactions to body language. Physical actions give a visual message that a client will pick up on as well as the verbal message you are giving them.
A note about environmental barriers and body language:
Think about how you can tell that someone is listening to you. What do they do to let you know?
So active listening is a combination of focusing on the person, hearing what they are saying and actively responding.
Some barriers to good listening
When you are tired, hassled or having a bad day watch out for these:
