Course

Interpersonal skills: help you communicate with others, at home and at work.

We need to communicate to relay messages and we do it every day successfully. We take our skills for granted and they are a natural part of our ability to form relationships.

Interpersonal Skills include communication, both oral and non-verbal, listening skills, emotional, being able to work with others, coping with conflicts and being able to negotiate resolutions.

Communication: not only covers the words we say, it includes non-verbal actions such as facial expressions, tone of voice, hand gestures and a range of other body language that we may not be aware of.

Listening: covers how we interpret both verbal and other messages received from others. It has been said that we should listen more than we talk, we need to listen carefully. Ask for clarification and reflect and respond, restate what you understand the person is communicating in other words - this also shows that you are interested.

Emotion: We have the ability to understand other people's emotions and control our own feelings. You will need to understand your own emotions and feelings before you can be aware of how another person may be feeling, showing empathy and allowing time for others to express these feelings even if it may make the situation uncomfortable. Sometimes putting yourself in the other person's shoes and asking yourself "how would I feel if that had happened to me?" Considering also that people with different experiences and different abilities may not cope in the same way will increase your skills and improve your understanding. People's expectations and prejudices may also affect what people hear and see.

Team Work: In groups and teams, communicate and interacting with others in a group can be challenging and different to communicating one to one, the ability to work well in a team comes with experience and depends on your knowledge of the group dynamics. In your group there may be a leader, people who like to be the centre of attention, others who don't participate in the conversations but are very capable and knowledgeable - in some groups we might find a person that acts the clown, and others who thrive on tasks and need to be told what to do.

Being Able To Deal With Conflict, reaching solutions and negotiating comes with experience and confidence with the topic. Identifying issues, working out solutions and working on the best outcomes are natural steps in the process. Having a positive attitude can assist you in communicating and developing your skills. Negotiation can be used to avoid conflicts, but if not possible, listen, offer what is possible for you to assist with in your role and refer to supervisor or a service who may assist with mediation.  Conflict resolution is under advanced communication skills and does require experience to manage some situations.

Good Interpersonal Skills will help you in negotiation and conflict resolution. You may of heard of the 'Win Win Outcome' it is a saying that implies there is a solution to the problem that can make everyone happy. This can be achieved if there is trust and mutual respect. It involved some give and take.

Some self reflection may help with improving your interpersonal skills - taking time to think about your conversations and learn from mistakes and successes. 

Don't forget to improve your skills and abilities in communication involves firstly understanding and managing your own emotions!

Active Listening involves the following core principles

Interpersonal skills: help you communicate with others, at home and at work.

Clients may present with a range of issues and associated feelings, it is important to be prepared to handle some uncomfortable situations.

· Take precautions to ensure your safety and the safety of others. Meeting in the reception area with others present may be the opportunity to state your role, how you can help and what information you will need from client to assist them. Sometimes they have been to other services and have not been treated respectfully, they may be frustrated, stressed and angry with not being able to get any help! Talk in a calm manner, remind the client that you want to hear what they have to say, but will not tolerate yelling or abuse. Some compassion and care is needed to help a client feel safe to talk and they will be willing to adhere to your rules of communication.

Think about your body language- try not to fold your arms indicating that you are not open or believing their story, lean forward and listen. State that you will work with them to assist them in finding the best solutions.

Anger is a defense or survival mechanism-it is a method of communication and the listener will need to state:  "I want to to understand and what you have to say is important, but I can listen better if you slow down and lower your voice."

"I" statements are important, it conveys feelings and thoughts eg: " I feel angry when you interrupt me and that makes me feel as if what I have to say isn't important.." In open communication, let the person vent talk about their concerns, continue to clarify and affirm that you understand, take notes if needed and don't forget to ask if you can pass on their contact information to assist them.

If you are overwhelmed and unsure what to do, always ask for help from your supervisor.

Always consider the risk to yourself and others. If the situation is escalating, the client is angry abusive, or in your opinion, suffering mental health issues, ask them to leave, and return when they are calmer, call your supervisor, and follow the organizations policies and procedures for incidents.

If your supervisor or other co-workers are not available and the situation requires emergency assistance call 000. If a client threatens to cause harm to you, others or themselves, call the police. If a client discloses that they need medical help, call for help!

1. Be courteous, be polite, introduce yourself, and ask how you can help..

2. Treat people as people. Treat people with disabilities with the same respect as you would anyone else

4. Be patient and be flexible.

7. Face the person and respect personal space.

8. if  you cannot met their requests, ask for assistance.

There are two types of Referral: a warm referral is when a worker discusses the services that are available through other organizations, and after gaining consent from the client makes an appointment for them. There is a higher chance of the the client attending an appointment in this case. 

A cold referral is when a worker provides information and contact details about services that may help and the client will make their own appointment when they are ready, increasing their independence.

There may be barriers for clients accessing the services of another organization such as anxiety, lack of confidence or motivation, transport issues, or cultural appropriateness.

Most consent is given in writing, but can be given over the phone in some cases.

Workers may find it difficult to locate and access information on services available in their area. Networking is important, however it does not provide workers and volunteers with comprehensive knowledge of their local services and what leads to effective referrals for clients.

There are online directories available to help, there are also government funded directories, local councils and other community directories full of information, but check if it is current.

Some services have 1800 phone numbers if you prefer to talk directly about your clients needs, these services are professionally staffed and can provide tailored information on the most appropriate service for your clients needs. You will need to have consent from your client to talk on their behalf.

Some clients will arrive with urgent issues, some that you can assist with directly and others that may take longer to find solutions, for example: A person has received an eviction notice and is finding it hard to secure some affordable accommodation, they may have 30-60 days to do that.  Suggest some options and some steps that they can take:

• Register with Community Housing
• Apply for Rent Bond Assistance
• Gain quotes from removal companies

Research alternatives - Rentals in another suburb, share accommodation, temporary housing such as with relatives and friends, caravan parks or camping (if possible)

As you assist the client, seek consent to work with them, offer the use of Computer to research rentals and other information, as well as applying for Bond loan if needed.

As your experience grows with assisting people in need, you will gain knowledge on the types of assistance available, use a checklist or take notes as what has already been completed and what options have yet to be explored.

TASK Work with another volunteer and discuss what they do in certain circumstances and share ideas, if you have not experienced a client with similar issues it can be challenging. Many workers and volunteers have developed a resource folder of information and contact details of services that can help. There are brochures and lists of services under issue headings  such as: Legal, Financial, Housing, Food and Mental health - to name a few.

Another scenario is: A client arrives in distress, they had just received an extra large electricity bill, they already have too many financial commitments - they don't know how they can manage it! 

Some options to suggest would be an appointment with a budget counsellor who can also ring up the Energy provider asking for an extension. Other welfare services such as Salvation Army and St Vincent De Paul may help with a voucher towards this bill, and food or other support which may help.  If the client also has fines to pay, you can suggest that there are other possibilities to assist them with paying off their fines.

Use your listening skills and clarify your understanding, if needed ask the client to repeat it. Confirm with them if their needs have been met, if it is not possible, give them direction and information on the next steps to take, which may include: Appointment time and date with a service worker, a form to complete, information the client needs to gather before they can gain assistance.

If a clients needs are various and complex, try to give direction on some, refer to your supervisor if you feel overwhelmed or to confirm the steps you have suggested for the client to undertake. Someone who is under stress and unsure what to do, your direction and understanding will ensure that you care and are trying to assist them. Offer them information and state what you can do today, and what will need to wait until they have an appointment with a service provider.

If your client is from a Non English Speaking Background, be patient, they may need an interpreter, which can be arranged if needed. Write important information down, such as appointment time and date, sometimes a client might have the ability to read English, better than understanding the spoken word. You can ask them to write down their name, and contact details to ensure you have them correctly listed. Ask a co-worker or supervisor if needed to confirm you have the details correct.

Listen. 

Simply giving someone space to talk, and listening to how they're feeling, can be really helpful in itself Offer reassurance. Seeking help can feel lonely, and sometimes scary. Stay calm. Be patient. Try not to make assumptions. . Keep social contact.

Steps to Calm Angry Clients down.

•  Let them vent. The most important thing to do is to take the client's anger seriously.-don't interupt
•  Stay calm and smile. I know it can be tough, but keep calm, keep eye contact-put aside distracting thoughts
• Don't mentally formulate your rebuttal while they are talking
• Listen actively, repeat you clients concerns, ask questions to clarify. Repeat their points to show you understand
•  Propose a solution.-Take action and follow up.
• · Keep an open posture (no closed arms)

Here are five steps to assist you in managing conflicts

1. Initiate collaborative processes-be calm and offer the choice to work together without being confrontational
2. clear up misunderstandings-clarify positions, defuse emotions. It is suggested that using "I" statements expressing your feelings and stating your wishes assertively will allow the other party to listen and respond, If you can understand the other person's perspective-this allows for honest positive responses.
3. Arrive at an acceptable definition of the problem. Identify common ground, and admit your own mistakes and behaviours. Identify the actions of the other party and communicate clearly
4. Search for solutions: generate solutions, evaluate the consequences and ask others to clarify their position, make trade-offs and compromises.
5. Reach a clear agreement that can be re-negotiated if needed. Implement and agree on solutions, modify if needed to ensure both parties are happy.