Working with the public can be difficult. What interpersonal skills do you possess that will allow you to succeed here?
Employers like UHN value interpersonal skills like communication, conflict management, empathy, compassion, and patience. Working with the public can be challenging if a patient or family member is upset about a situation and you may be the first person to answer their call or interact with them. To succeed in this role, you must possess strong interpersonal skills to effectively build relationships and ensure each person you interact with has a positive experience while at UHN.
"I will build trust and relationships with new patients by effectively communicating and being honest and transparent with patients. For example, it's important not to over-promise or commit to things you cannot deliver on. Even if the patient requests something simple like fresh ice water, it's easy to get caught up in other tasks and forget something like this, but it's important that if you say you're going to do something, that you do it and in a timely manner. Following through shows patients they can rely on you to do what you say you will do. I will also communicate with them regularly so they know what to expect. If the doctor is running behind or is ordering more labwork, I let them know what's happening and the why behind it. I also give the patient the opportunity to ask questions and better understand things. All of these are interpersonal skills I use to build relationships with patients and promote a positive experience."
"Working with the public can be challenging at times, but I possess strong communication skills, empathy, compassion for others, and patience, which allow me to succeed in my role. When a patient is angry or frustrated, I try to remember not to take it personally; that helps me react without involving my emotions. Seeking to understand the root cause of their frustration and being genuine in my interest in assisting them often makes a difference in their attitude and approach. I'm a good listener, and sometimes, that is all a person needs. I'm always focused on the patient experience and go out of my way to have a positive attitude and approach situations with an open mind and patience. I can effectively communicate, whether by email, on the phone, or in person. I communicate messages clearly and answer questions professionally and calmly."
