Customer Service Procedures #2
SOP 702
Communication skills
Good communication in the workplace is vital to successful customer relations. Most
people have developed some positive and some negative communication
behaviours. The tables below describe some negative and some positive behaviours,
and how they impact on other people.
Central Water encourages all staff to become familiar with these ideas, and to
practice using the positive behaviours and eliminating the negative ones. It can take
time and practice to change our habits, or even to notice their existence. If you would
like help with making changes in your behaviours, contact the Central Water Human
Resources department, or speak to your supervisor about attending some
professional development activities.
Barriers to communication
Consequences
criticising:
Makes a person feel unworthy and less likely to
interact.
Often stereotypes and locks people into certain
positions.
Imposes interpretation of the problem rather than
allowing others to express themselves.
Can be invasive and manipulative.
name calling:
diagnosing:
excessive and inappropriate
questioning:
blaming
ignoring feelings
inappropriate language
Advising
Focuses on the person rather than the issue or
problem.
Invalidates the emotional feelings of the other
person.
Can be confusing, discriminating or intimidating.
Removes the other person’s power to find
solutions for themselves Can remove choice and
can cause resentment.
SOP 702 – Communication Skills
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Strategies to support
communication
Consequences
clarifying
Makes a person feel like you are genuinely interested in
their issues.
Paraphrasing and
summarising
Ensures you understand what the person is saying
Acknowledging feelings
Validates the person’s feelings. Helps them accept their
own feelings.
Helps and encourages a person to clarify issues.
Responding to
immediate concerns:
Using appropriate body
language
Shows you are paying attention and are in sympathy with
their concerns.
Using verbal
encouragers
Encourages people to talk.
SOP 702 – Communication Skills
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