PNDBF – Management and Interpersonal Skills (B)

Lim Sei Kee @ cK

Interpersonal SkillsIn this section, we will discuss the skills you

need to relate with others.“No man is an island.” This is very true in a

work environment where people support one another to achieve the organization’s goals.

There are three general situations where relating well with others becomes necessary.

1. Working in teamsThere would be many opportunities at work

to be part of a team. Good teamwork saves time and money for an organization as work is completed more quickly and efficiently.

2. Receiving and making telephone callsHow you sound over the telephone is not only

a reflection of you, but also a reflection of the organization you work for. Do sound friendly and be helpful when receiving telephone calls. When requesting for information, be polite even if your requests are not met. Being rude and impatient will not help you get what you want.

3. Receiving visitorsVisitors have a positive image of the

organization when they are greeted pleasantly and politely. Smile when performing reception duties. Remember visitors’ names- greet or address them by their names.

Attributes of an Effective Team MemberWhat makes a good team member? The key is

in the ________. When you look at life positively, you will try to overcome any difficulties you face.

A positive team member will strive to get work done by being:

A) ( )- He/She starts work on time and is never late for meetings.

B) ( )- He/She can be trusted to complete his/her task(s).

C) ( )- He/She does not waste time or resources when doing a task.

D) ( )- He/She enjoys learning new skills and looks forward to meeting new challenges.

E) ( )- He/She is able to change his/her way of thinking or way of doing things in order to suit the situation or environment

F) able to show ( )- He/She is able to carry out the necessary tasks on his/her own without having to be told so do so.

A positive worker will also strive to get long with others by being:

A) Considerate and courteous* He/ She treats everyone with respect. He/ She

does not criticize, complain or blame others.B) Tactful* When placed in an unpleasant situation, he/

she knows what to say or do in a diplomatic way.

C) Co-operative* He/ She is willing to work together with other

team members for a common purpose.

Reception SkillsMany organizations have a waiting area, or

reception area, for visitors. The receptionist who is stationed there is the first person the visitor meets. The visitor’s impression of the organization can be affected by how he/she is received by the receptionist.

Qualities of a ReceptionistA receptionist’s main role is to handle

telephone calls and visitors. The receptionist’s duties also include attending to visitors’ enquiries, answering telephone calls, making appointments and maintaining the reception area.

Qualities in receptionista) Good groomingb) Pleasant personalityc) Courtesyd) Initiativee) Tactf) Good communication skillsg) Clear knowledge of the organization

The Reception AreaThe reception area is usually located near the

entrance of an office. To project a positive image of the company, it should be well designed.

A well-designed reception area usually has the following features: a reception desk, a waiting area with sofa, reading material for visitors, the company’s organization chart, a 3D model or diagram showing the layout of the building, telephone directories.

The reception area should also be well maintained. It should be kept neat and tidy. Magazines or newspapers that have been left lying on the table or seats should be returned to their proper places.

QUsually, companies wish to make the

reception area more comfortable by adding decorative plants or artwork in the waiting area.

If you were a visitor, how would these decorations make you feel?

RecordsBUSINESS CARDSVisitors usually offer their business cards or

name cards to the receptionist. The receptionist then uses the information on these cards to inform the staff member whom the visitor wishes to see.

A business card displays:a) name, b) job title, c) company’s name, d)

company’s contact details such as address, telephone and fax numbers, website and e-mail address.

APPOINTMENTS BOOKThis book contains information about

appointments for the day. It includes:Monday, 21st May 2012

TIME Name of Visitor Company To See

0945 Miss Amal BB Trading Co. Personnel Manager

1130 Mr Haziq International Watch Marketing Manager

1300 Miss Amalina Sonic Systems Director

1545 Mr Dinie Metro Broadcasting Public Relations Manager

RECEPTION REGISTERThis book is used for keeping a record of

visitors to the company. Visitors are often asked to fill in and sign a Reception Register (also known as a Callers’ Register), which records the following details about each visitor:

Date Caller’s Name

Company Time of Arrival

Time of Departure

Action Taken

21.05.2012

Mr. Kwang Fast Print Co.

0905 0925 Saw Mr Islam, Assistant Manager

21.05.2012

Miss Yusmidah

Fix-It Sdn Bhd

1045 1120 Fixed appointment with General Manager

22.05.2012

Miss Azirah HSBC 1315 Meeting with Mr. Azizi, Production Manager

Types of VisitorsGenerally, there are two types of visitors-

those who have arranged for an appointment and those who have not.

a) Visitors with AppointmentsWhen a visitor with an appointment arrives:1. Check the Appointments Book to confirm

the time of the appointment2. Ask for the visitor’s business card3. Invite the visitor to take a seat4. Inform the staff member whom the visitor

wishes to see5. Record the details of the business card in

the Reception Register

b) Visitors without AppointmentsIf a visitor does not have an appointment asks

to see a staff member:1. Politely ask about the nature of the visit2. Ask for the visitor’s business card3. Invite the visitor to take a seat4. Check with the staff member concerned5. Record the details of the business card in

the Reception Register

If the staff member is not available, suggest that the visitor:

- Meet another staff member, or- Make an appointment

C) Difficult VisitorsIf a visitor who does not have an appointment

insists on seeing the staff member concerned:1. Explain to the visitor that the staff member

is not available2. Politely ask whether the visitor would like to

see another staff member who may be able to help. OR

2. Politely ask the visitor to leave his/ her name card for the staff member to set up an appointment