Working with the public can be difficult. What interpersonal skills do you possess that will allow you to succeed here?
"Over the years, I have found ways to overcome the challenges that can come with working with the public. 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 to be de-escalated. 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 that's by email, on the phone, or in person. I communicate messages clearly and answer questions professionally and calmly."
Employers like the NHS 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. As a medical secretary, you may be the first person to answer their call or interact with them at the desk. To succeed in this role, you must possess strong interpersonal skills, effectively build relationships, and ensure each person you interact with has a positive experience while at the NHS.
