Sheet 91
HOW TO RECEIVE VISITORS
An unenthusiastic manner and indiscreet language from an officer at the service counter could cause misunderstanding and hurt the feelings of visitors. Even if the officer later regrets their behavior, the damage will have already been done. In order to maintain a good relationship with the public, it is essential that service counter officers adopt a customer-oriented attitude.
1 Create a Friendly Atmosphere
Of foremost importance is the creation of a relaxed environment where visitors are made to feel welcome and at ease. Against the conventional image of a bureaucratic government office, let us pay more attention to creating offices which have receptive atmospheres, and which welcome visitors with an attitude that reflects "We are willing to listen to anything you have to say".
2 Listen Well
The key to successful meetings lies in the participant's ability to listen. Here we shall examine listening skills that may be applied in a meeting.
(1) Listen Attentively
Listen attentively and sincerely to the other person. Do not neglect the speaker or listen half-heartedly just because you have already understood the topic or the topic is too simple.
People feel great satisfaction and gain a certain level of self-respect when their listener pays close attention to what they say. It follows naturally that they in turn feel close to their listeners, and the meeting between them may progress smoothly.
In a case where the member of the public cannot speak very well or is uncomfortable about being in a government office in the first place and unable to speak properly as a result, the officer should always respond appropriately, and summarizes what the person has said from time to time, to ensure that the conversation proceeds without any misunderstandings. They should also avoid rudely cutting the other person off or being unduly fussy about the language used.
(2) Place yourself in the other person's position
To understand what is being said, it is important to first ascertain the speaker's position and feelings about the issues concerned. People may assume different positions, and what they think and say may change according to which role they play. Once officers understand this point, they may be able to direct their responses to fit with the other person's position and feelings. The other person in turn, thankful that they have been well understood, develops a trust in the officer, and becomes more willing to open up in the conversation.
