ELEMENT 3 PDAE REVIEWER

TYPES OF INTERPERSONAL SKILLS

A GENUINE SERVICE ETHIC:

 -PATIENCE
 -EXCELLENT COMMUNICATION SKILLS, ESPECIALLY NON-VERBAL SKILLS
 -A SENSE OF HUMOR
 -THE ONGOING NEED TO BE POLITE AND COURTEOUS
 -WARMTH AND EMPATHETIC
 -KNOWING WHEN TO BACK OFF AND ALLOW PEOPLE TO HELP THEMSELVES
 -BEING YOURSELF- DON’T TRY TO BE SOMEONE ELSE WHEN DEALING WITH THOSE WHO
HAVE NEEDS

-KNOWING YOUR OWN PERSONAL LIMITATIONS AND REALIZING WHEN TO:

-INVOLVE ANOTHER STAFF MEMBER

-OBTAIN AN INTERPRETER

-REFER THEM TO SOMEWHERE, OR SOMEONE ELSE

-REDIRECT THEM TO ANOTHER SECTION, DEPARTMENT, OR AREA WITHIN THE STORE

 -CONSISTENCY- MAKE AN OFFER TO ALL PEOPLE WITH NEEDS SO THAT THEY ARE ABLE
TO RELY ON YOUR WILLINGNESS TO HELP WHENEVER THEY CALL IT.
 -RESEARCH WHAT-IN HOUSE SUPPORT EXISTS, OR CAN BE OBTAINED, TO HELP YOU
SERVE THESE PEOPLE.
SUPPORT AND ASSISTANCE:

 -PROVIDING GUIDANCE
 -OFFERING ENCOURAGEMENT
 -MAKING RECOMMENDATIONS OR SUGGESTIONS FOR IMPROVEMENT

WHAT’S INVOLVED IN DEMONSTRATING TRUST, SUPPORT AND RESPECT?

 -NEVER PARTICIPATING IN GOSSIP OR TALKING NEGATIVELY ABOUT ANY STAFF

MEMBER
 -NOT SPENDING TIME WITH CUSTOMERS WHO WANT TO CRITICIZE WORKMATES
 -NOT BLAMING ANY WORKMATES FOR ANYTHING EVEN THOUGH YOU MAY SUSPECT
OR EVE KNOW IT WAS THEIR FAULT
 -NOT TAKING THE CREDIT FOR WHAT ANOTHER STAFF MEMBER HAS DONE NO MATTER
HOW SMALL THE JOB
 -SUPPORTING DECISIONS THAT COLLEAGUES HAVE MADE; FOR INSTANCE, IN REFUSING
TO SERVE A PERSON WITH ALCOHOL
 -TREATING CO-WORKERS IN KEEPING WITH ANY CULTURAL INDIVIDUALLY THAT APPLIES
TO THEM

TEAMWORK WORKS

 -A TEAM MUST WORK TOGETHER AND IT IS FRIGHTENING TO SEE HOW QUICKLY A

TEAM, DEPARTMENT OR BUSINESS CAN BE TORN APART BY JUST ONE PERSON.

THE KEYS ARE TO REMAIN DETATCHED, STAY PROFESSIONAL AND LET YOUR ACTIONS SPEAK
FOR THEMSELVES:
  -TRUST THE PEOPLE THAT MERIT YOUR TRUST- THE ONES THAT PROVE BY THEIR
ACTIONS THAT THEY ARE GENUIENLY TRUSTWORTHY THEMSELVES
 -SUPPORT THOSE WHO WARRANT YOUR SUPPORT- THE ONES WHOSE ACTIONS HAVE
SHOWN THAT THEY DESERVE YOUR SUPPORT
 -RESPECT THOSE WHO DESERVE YOUR RESPECT- THOSE WHO HAVE EARNED IT
THROUGH THEIR WORDS AND THEIR ACTIONS

IMPORTANCE OF SUPPORT

-YOU MUST MAKE SURE YOU DEMONSTRATE TRUST, SUPPORT AND RESPECT FOR OTHER
STAFF BECAUSE:

o -YOU NEED THEM TO DO THE SAME FOR YOU IN YOUR CURRENT OPERATIONAL
WORKPLACE ROLE
o -MANAGEMENT AND SUPERVISORS WILL ALWAYS BE LOOKING TO SEE IF YOU
ARE GENUINELY A TEAM PLAYER

THE MATTER MAY SEEK HELP WITH MAY BE:

 -A PROFESSIONAL WORK-RELATED MATTER

 -A PRIVATE MANNER THAT IS AFFECTING THEIR WORK PERFORMANCE
 -AN UNRELATED PRIVATE MATTER IN WHICH THEY ARE SEEKING HELP
THERE ARE A NUMBER OF WAYS IN WHICH YOU CAN ENSURE A COLLEAGUE’S PRIVACY
INCLUDING:

 -NEVER DISCUSSING THE MATTER WITH OTHERS

 -SEEK THE APPROVAL AND PERMISSION OF THE PERSON BEFORE SHARING
INFORMATION WITH OTHERS. THIS MAY BE NECESSARY IF YOU ARE UNABLE TO SOLVE
THE PROBLEM YOURSELF AND YOU NEED THE ASSISTANCE OF A SPECIALIST OR
PROFESSIONAL
 -ENSURE ALL DOCUMENTATION OR NOTES RELATING TO THE MATTER ARE KEPT IN A
SECURE LOCATION
 -ARRANGE MEETING TIMES, WHICH ENSURE PRIVACY WHILST REMAINING IN THE
BOUNDS OF PROFESSIONALISM.

IN FACT, THE PROVIDER SHOULD TAKE HEART WHEN THESE SITUATIONS ARISE BECAUSE ONE
OF TWO THINGS IS LIKELY TO HAPPEN:

 -THE RECEPIENT WILL TAKE ACTION AND FIND THE PROVIDER WAS INDEED RIGHT,
RESULTING IN ENHANCED CREDIBILITY FOR THE MENTOR AND A VALUABLE LESSON FOR
THE RECEPIENT.
 -THE RECEPIENT WILL ACTUALLY GET IT RIGHT, RESULTING IN A LEARNING EXPERIENCE
FOR EVERYONE AND AN AFFIRMATION OF THE NATURE OF THE MENTORING
RELATIONSHIP IN THAT RECEPIENT.

SHARING PERSONAL EXPERIENCE AND KNOWLEDGE

WHEN YOU MAKE YOUR INPUT IT IS IMPORTANT TO:

 -REFER TO PERSONAL EXPERIENCE WHEREVER POSSIBLE

 -INCLUDE INSTANCES YOU KNOW ABOUT
 -OFFER YOUR INPUT AS OPTIONS AS OPPOSED TO ‘REQUIREMENTS’
 -BE SENSITIVE TO THE NEEDS OF THE LEARNER
 -GIVE THE CONTEXT
  -TO LET THEM KNOW HOW YOUR EXPERIENCE DIFFERS FROM THE SITUATION THEY
MAY BE FACING

IT IS ALSO IMPORTANT IS TO LET THE RECEPIENT KNOW:

 -WHAT FACTORS YOU BASED YOUR FINAL DECISION ON

 -WHAT FACTORS YOU DISCOUNTED AS BEING IRRELEVANT
 -WHAT YOUR THINKING WAS- THAT IS, WHY YOU CAME TO THE CONCLUSIONS FOR
ACTION YOU DID
 -WHAT YOUR EXPECTATIONS WERE- IDENTIFYING WHAT YOU THOUGHT WOULD
HAPPEN AS A RESULT OF THE DECISIONS AND ACTIONS
 -FACTORS IMPACTING ON YOUR SET OF DECISIONS
 -TELL IT ALL
 -A PROVIDER IS NOT SOMEONE WHO HAS NEVER MADE A MISTAKE

INVOLVING OTHERS

 YOU MAY WISH TO INVOLVE OTHERS IF YOU THINK IT IS APPROPRIATE.

 THE IMPLICIT NATURE OF A SUPPORT RELATIONSHIP IS THAT IT IS A ONE-ON-ONE
AFFAIR JUST BETWEEN THE PROVIDER AND THE RECEPIENT.
 PEOPLE- MANAGERS, SUPPLIERS, CUSTOMERS, GOVERNMENT BODIES, PROFESSIONAL
CONSULTANTS- WHO ARE INVOLVED, DO NOT MAINTAIN CONTACT WITH THE
RELATIONSHIP BUT EXIST SIMPLY TO PROVIDE ADVICE AND THEN THEY DISAPPEAR
FROM THE RELTIONSHIP.

METHODS OF ENCOURAGEMENT

 -SHOW GENUINE INTEREST

 -APPRECIATE THEIR EFFORTS
  -KNOW THE POWER OF ENCOURAGEMENT
 -UNDERSTAND WHAT ENCOURAGES YOU AND OTHERS
 -APPRECIATE THE VALUE IN OTHERS
 -SHARE ENCOURAGING POSITIVE THOUGHTS
 -THINK OF THE END IN MIND
 ‘NO PAIN, NO GAIN’
 -YOU ARE IN THIS TOGETHER
 -TELL THEM HOW THEY HAVE ENCOURAGED YOU

METHODS OF MOTIVATION

 -START BY SELF-MOTIVATION
 -SHARE INFORMATION
 -LISTEN AND INCORPORATE IDEAS
 -OWNERSHIP
 -SET MUTUALLY AGREEABLE GOALS
 -KEEP THINGS INFORMAL
 -IDENTIFY ACHIEVEMENTS
 -ENCOURAGE PEOPLE TO TRY – MISTAKES WILL HAPPEN
 -BE POSITIVE
 -LISTEN, RESPECT AND SUPPORT PEOPLE
 -HAVE MEANINGFUL REWARDS

TYPES OF OUT OF WORK SITUATIONS

 -RELATIONSHIPS
 -PERSONAL HEALTH
 -FAMILY PROBLEMS
 -LIFE CHANGING SITUATIONS
  -EMOTIONAL DIFFICULTIES
 -SUBSTANCE ABUSE
 -DEPRESSION
 -ANGER
 -FINANCIAL PROBLEMS

STEPS TO DEAL WITH OUT OF WORK PROBLEMS

 -IDENTIFY BOUNDARIES
 -HAVE A CHECKLIST OF BEHAVIORS THAT MAY EFFECT WORK PERFORMANCE
 -KEEP AN ACCURATE RECORD OF HOW PERFORMANCE HAS DECLINED
 -DON’T IMMEDIATELY PUNISH PEOPLE
 -ASSUME YOU KNOW WHAT THE CAUSE OF THE PROBLEM IS
 -FOCUS ON SOLVING WORK RELATED PROBLEMS
 -TRY TO ASSIST AND NOT JUDGE STAFF
 -SEEK PROFESSIONAL HELP