In today’s world of WFH, hybrid work, casual or “dress for your day” attire and many online meetings, personal interactions have gotten pretty relaxed. Many subtle acts of courtesy or appreciation seem to have been lost.
And while no one wants to return to the rigid rules of Emily Post, sincere “I notice you” gestures can leave a lasting impression, strengthen relationships and build personal brands.
Here are 11 tips for soft skills that can make all the difference in whether customers and colleagues feel respected and appreciated. Like they belong.
1. Stand to introduce your guest—When you’ve brought a guest to a meeting or event and it’s your turn to introduce them, stand up and gesture for your guest to stand so everyone can see. Then introduce your guest to the group and initiate polite applause.
2. Serve others first—At a meeting or event where beverages are served, notice if the people sitting next to you are low. If so, refill drinks their drinks before refilling your own. You’ll come across as gracious instead of a goon.
3. Stop and wait—If you’re walking across the parking lot or down the hall and see another person who’s attending the same meeting, stop and wait for them to catch up. Say hello and walk in together. They will feel important.
4. Slow down—When walking with another person, match your pace to the slower person’s walk. They may be shorter, could have a health problem or just don’t want to scuff their shoes. Don’t make them scamper to keep up with you. It can come off like a power play.
5. Hold the door—The first person who gets there should hold it open for others, regardless of rank or gender. And if you notice a person with their arms full or a parent with a stroller, for crying out loud, make sure you get to the door first.
Step aside to allow people in the back of the elevator to exit.
6. Look behind you before letting the door go—If you’re walking in a door and you think you’re by yourself, look over your shoulder before letting it go. There might be a person you were unaware of directly behind you. Don’t let it slam in their face.
7. Step aside in elevators—Let others pass instead of blocking the flow of movement. If the elevator is quite full, that may mean stepping off to allow someone to exit, then stepping back on. If you're waiting to get on the elevator, allow exiting passengers to leave first. It's a lot nicer this way. Don't be a raging bull.
8. Frame it up—A certificate goes in a frame. If it’s an award that’s important enough to give to someone, it’s important enough to treat like something special. Don’t hand over an uninspired floppy piece of paper or you might as well skip the award altogether.
9. Use the mic—Your voice is not big enough for the room, no matter how loud you think you are. It’s estimated that one in eight Americans have some degree of hearing loss. That means even in the best of venues, some people will be isolated because they can’t hear the speaker. Don’t exclude them.
10. Put your phone away—Phones, like insistent, whining, spoiled children, distract from important conversations and two-way listening. They make the speaker feel unimportant and the erstwhile listener miss important information.
11. Never ask their age, their weight or if they're pregnant—The list could go on. Personal questions like these—and many others—should be off limits. Yet many times, I have witnessed these questions being put to someone who is at least uncomfortable, or at worst, offended.
Besides training your team to know your brand attributes, be compliant and operate under the right policies and procedures, be sure they’re mastering the soft skills that build your culture and win customers and friends for life.
For more insights about culture and developing employees, read our article, Four ways to build a blazing culture of creativity in your organization.
If you'd like help with training and culture for your bank or credit union, contact Martha Bartlett Piland, CFMP at 785-969-6203 or by
photo credits: handshake by Curated Lifestyle and people on elevator by Alyssa Smith on Unsplash
