As well as how they can build each skill to improve their performance. For instance, one team must evaluate a work-related task and figure out which soft skills are involved. Teamwork Collaborationsĭivide employees into groups and assign them a problem or training topic. Everyone has unique insights to share based on their life experiences. You can also encourage them to submit their own personal anecdotes to the online training library. That listening to the customer’s needs and trying to empathize with their situation can work wonders. Your anecdote shows employee training participants that there are always two sides to the story. Their way of dealing with the stress was to take it out on the nearest employee. For example, the angry customer who lashed out at you might have had a bad day. They get to see things from a different perspective and learn about others’ coping mechanisms and motivations. Sometimes all it takes is a story to stress the importance of understanding, communication, and compassion. Share personal anecdotes that build soft skills in the workplace and help employees empathize with customers, co-workers, and team leaders. However, they need basic conflict resolution soft skills training to improve teamwork and avoid on-the-job arguments. Employees shouldn’t have to play the role of mediator for every quarrel. For instance, they need to ask all the right questions to get all points of view and appease both parties without pointing the finger. Conflict resolutions scenarios enable team members to assess the situation, listen to all sides of the story, then find the best remedy. Or even between customers who are vying for the same product.
There may also be conflicts among co-workers and team leaders. It’s not just unhappy customers your staffers need to consider. Without violating company policy or losing repeat business.
For example, they must listen to the virtual consumer’s compliant and find the best resolution.
So, immerse employees in simulations that expose them to ‘cranky’ customers who require a high level of tact and interpersonal skills. The only way to overcome this obstacle is to hone soft skills like compassion, active listening, and creative problem-solving. People who won’t take ‘no’ for an answer or simply aren’t happy with any solution. Difficult Customer SimulationsĪll customer service employees have dealt with difficult consumers from time to time.