In today’s post we discuss 3 key communication skills all Concierges should practice, so if you want to make an impression and progress up the Concierge ladder, keep reading.
Active listening
Have you ever been mid-conversation and wondered whether the other person was listening? Active listening is about giving the speaker your undivided attention and showing them respect.
- Hear content
- Hold judgement
- Observe body language
- Signal interest
- Reflect
- Question
- Summarise
Scenario: It’s the beginning of your Concierge shift and you are about to have your verbal handover. What do you do?
- Sit down with your colleague who has written the handover, listen to each point they make, signal that you are following, consider whether you have understood fully, raise any questions that you might have and conclude by highlighting any priority issues that require addressing in your shift.
Confidence
Trust in your ability and have confidence in what you say and how you say it. Having an informed point of view or asking a thoughtful question says a lot about you. People will pick up on your confidence when you:
- Speak with conviction
- Articulate yourself clearly and concisely
- Maintain a steady and comprehensible pace
Scenario: You are on duty as Concierge when a resident comes to collect a parcel. What do you do?
- You greet them and ask for their name (and ID, depending on company policy). You check the parcel logging system and storage space but no history of the delivery appears. You explain this when the resident begins to raise their voice, adamant the delivery has been made. In a calm, empathetic and confident manner, you inform the resident that the next step is to contact the delivery company themselves.
Non-verbal communication
Words form only part of the sum but what about body language? It speaks volume about your interest in the conversation and despite you ‘saying the right thing’, if your body language suggests otherwise, it’s likely that your message will get lost in translation. Types of non-verbal communication:
- Body movements, e.g. hand gestures and head nodding
- Posture e.g. standing/sitting, arms crossed and so on
- Eye contact
- Facial expressions, e.g. smiling, frowning and so on
- Para-language, e.g. tone and pitch of voice
Scenario: You are sitting at the Concierge Desk when a resident approaches you. What do you do?
- Stand up with arms uncrossed, make eye contact, smile and greet the resident in a friendly, warm and professional manner
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