Listening Skills for Frontline Admin & Support Staff

Problems at the front desk rarely arrive at a good time. A parent is angry about a change nobody explained, or a colleague wants help you haven't got time to give, and there's no chance to plan what to say.

Knowing how conflict builds helps you step in early. A bad morning is the knock, a throwaway comment is the wind-up, and before long you're pumping yourself up over nothing much. Once you can see it in yourself, you can see it in others. From there you'll learn the difference between aggressive, passive and assertive behaviour, with phrases for saying no, asking for clarity and buying yourself time ("I'll check and ring you back this afternoon"). A download collects them all.

Planning ahead helps too. Think through the awkward conversations your role brings before they happen, and end each one with a next step you've both agreed.