Human Services and their Skills Assessment

Professionalism
Being the first person that customers meet when they come to the front desk, the need for professionalism and a friendly demeanor is crystal clear to me. I had to look neat and polished every day. I met customers with a smile and expressed a willingness to help them. I had no option but to remain focused throughout and kept asking customers how I could be of help. There are many distractions at the front desk but I had to give my customers undivided attention at all times, and I did. When a customer is given such undivided attention, they develop the impression that the company values its customers greatly (Christensen, 2015).
Answering phone calls was part of my job. So there are times a phone would ring while I was physically attending to a customer. I would apologize and request them to allow me to answer the phone. I would answer the phone and resume attending to the customer in front of me as soon as possible. I would also apologize for the interruption.
Personal Growth
Learning how reservation software worked, how other equipment was used at work and the telephone systems were part of my personal growth in technical expertise. The tools are designed to improve efficiency at work. I also had to learn the ropes in the charity affairs so as to be best placed to respond to customer queries. I also learnt the importance of keeping a neat and organized work space. It gives an impression of being organized. I kept company brochures and other materials in their place; ready for use (Christensen, 2015).
Sensitivity
Calling clients by name, using their titles such as Dr., Engineer, Mr. or Mrs. is part of expressing sensitivity and a personal connection. Offering services beyond what is expected including serving them with a beverage, recommending a service or even hanging their coat goes a long way in expressing sensitivity. Since I was the last person that the customer saw before they left the office, I would make sure that they left with a good impression. I would express delight at their visit (Christensen, 2015).
Flexibility
The need to keep calm under high pressure from competing demand for attention was paramount. I had to multitask effectively and made sure that everyone was attended to (Doyle 2017).
Emotional Maturity,
I was keen not to give a negative impression to the customers, with my body language. So I tried not to slouch but stood straight. I would look at customers straight in their eye. I would avoid negative non verbal signs such as rolling yes or sighing. I would show that I was keen to listen by leaning forward towards them whenever they spoke (Christensen, 2015).
Group Membership Skills,
I commonly worked with other staff members to solve customer problems. Communication with others from other departments was a common activity. All these called for teamwork skills (Doyle 2017).
I had to face the challenge of having to deal with colleagues with varying experience and expertise levels. Maintaining a healthy relationship with my seniors, colleagues and customers was part of my daily routine (Jarvis 2017).
Accepting Feedback
Defending oneself in the face of what looks like an onslaught is a natural reaction. However, I knew that negative feedback given regarding my skills was an opportunity for me to become better and showing ability to learn fast. In fact, I learnt that whenever my bosses or colleagues shared negative feedback, it was because they wanted me to grow.
Relationship with Authority
My priority when I joined the company was to learn the culture of the company and my superiors in the first few weeks. I refrained from expressing my views until I learnt what the culture of the company was. I knew that small actions can amount to much in the company management’s first impression of me (Vogt 2015).
Development plan to advance some areas where I can improve
Improvement on personal growth
It is natural for any new member of staff to sit and wait to be told what they should do. Well, I saw the need to be a little proactive and took initiatives. That way, I made my supervisor’s work easier. I demonstrated that I’m worth a lot more than what they saw at first sight by solving the small common sense challenges (Vogt 2015).
Improvement on Emotional maturity
Furthermore, I would express a friendly character by looking outgoing and smiling whenever necessary. A friendly demeanor breaks down and makes even the most aggressive or hostile customer to drop their guard and stay calm. Expressing sympathy at situations that disturb their mental peace is a key strategy for connecting well with people under duress and business related stress. I would remain calm and composed even when dealing with an angry or flustered customer (Christensen, 2015).
Improvement on flexibility
My front desk chores were quite demanding but I managed with grace. I handled various tasks including answering persistent calls, fixing appointments and passing messages on to the appropriate recipients. I also had a host of clerical duties to accomplish, with set timelines. I developed and used effective multitasking skills to cope with the pressure at the front desk. The core skills needed by a receptionist including managing time, prioritization of tasks and maintaining calm at the same time were handy tools that helped me to cope. Since it was a busy station, keeping calm under high pressure was an enriching experience (Jarvis 2017).






References
Christensen, M. (2015). 10 Commandments of Front-Desk Clerks. Retrieved February 6, 2018, from http://work.chron.com/10-commandments-frontdesk-clerks-16935.html
Jarvis, K. (2017, May 9). 7 receptionist skills that can impact an entire company. Retrieved February 6, 2018, from https://www.roberthalf.com.au/blog/jobseekers/7-receptionist-skills-can-impact-entire-company
Doyle, A. (2017). Hotel Front Desk / Guest Services Skills List. Retrieved February 6, 2018, from https://www.thebalance.com/hotel-front-desk-guest-services-skills-list-2062408
Vogt, P. (2015). Build a Great Working Relationship with Your Boss. Retrieved February 6, 2018, from https://www.monster.com/career-advice/article/build-work-relationship-with-boss