In the last few months, I have traveled for business, caught up on personal errands, and tried to help a good friend navigate the medical system. As a communications coach, I have especially paid attention to people’s ability to use what was once called “soft skills,” now referred to by some as “power skills” or “essential skills.”
I have been so impressed by some frontline staff communication skills and significantly disappointed by others.
Just before the holidays, I visited Costco and picked up a cookbook for a Christmas present. Somehow, while loading my car with all my purchases, I left the cookbook in the cart in the parking lot and did not realize it until I got home. My first reaction was to forget about it. I was sure it had been stolen and that connecting with someone at Costco would be nearly impossible. But I decided I’d give it a quick try. Just one call to Costco solved my problem. A real person politely took my call right away and transferred me to another friendly person in charge of a database that tracks items employees find in carts in the parking lot. That person politely assured me they had my cookbook and gave me the simple steps to retrieve it.
I was back at the front door of Costco 30 minutes later. The greeter listened to my explanation and asked me to follow her to speak to the database person. I grabbed the cookbook, checked out with Customer Service, and headed home with my cookbook 10 minutes later. Every step of the way, employees were polite, enthusiastic about assisting me, and clear in their communications.
Unfortunately, other experiences, such as navigating a significant medical system or a national chain hotel, weren’t as successful. The biggest challenge with all these experiences was employees with poor communication skills.
[…] effective communication and active listening skills are critical for career and personal success.
Whatever we call them, acknowledge that effective communication and active listening skills are critical for career and personal success. Whether you have entry-level customer-facing employees, young professionals, or seasoned management, the benefits of continuing to work on strong communication skills are proven. They tie to the long-term success of individuals’ careers, the success of your organization, employee retention, improved teamwork, and enhanced customer experience.
How would you rate your employees’ communication skills? Call me or reach out to discuss my personal coaching and custom workshops for communications skills services.