“Kind words are worth much and cost little,” a timeless proverb emphasizes the importance of communication skills. Especially in public administration, communication skills in public service are crucial, determining work efficiency and the reputation of officials and civil servants. So, how can you cultivate and enhance these skills? This article will provide you with the most useful tips.
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“Listen, Observe, Speak”: Effective Communication is an Art
In public service, communication is not just about conveying information but also a bridge between government agencies and the people. A good official or civil servant needs not only solid professional skills but also mastery of the art of communication, handling situations skillfully and flexibly.
Listen with Your Heart, Understand with Reason
Dr. Nguyen Van A – a leading expert in social communication psychology, in his book “The Art of Listening,” once shared: “To speak well, you must first know how to listen carefully.” Listening is the golden key to opening the door to understanding.
In public service, officials and civil servants need to practice active listening skills, focusing on the content people convey, observing body language to grasp their thoughts, aspirations, and unresolved issues.
“Think Twice Before You Speak”: Choose Words to Please Everyone
There’s an old saying, “Words are like double-edged swords”; a thoughtless word can cause great emotional harm. Therefore, in public service, choosing appropriate and standard language is essential.
Officials and civil servants need to use polite, formal, and easy-to-understand language, avoiding specialized or local terms that may confuse people. Additionally, they need to show respect, equality, and patiently explain the State’s regulations and policies in detail.
Gestures, Demeanor: Powerful “Unspoken Language”
Non-verbal communication, including facial expressions, eye contact, gestures, demeanor, etc., accounts for over 55% of communication effectiveness. In public service, besides words, officials and civil servants need to pay attention to body language to create a good impression and build rapport with the people.
A friendly smile, sincere eyes, clear guiding gestures, an upright and polite posture… are “catalysts” that make communication more effective and approachable.
Overcoming Barriers, Connecting Successfully
In public service, it’s inevitable to encounter difficult situations and disagreements from the public. However, with skillful and subtle communication, officials and civil servants can completely “resolve” tense situations and build good relationships with the people.
Patience, Understanding – Keys to Resolving All Disagreements
Each person who comes to conduct business has different circumstances and levels of understanding. There will be cases where people are angry or upset because they do not fully understand the regulations.
At this time, officials and civil servants need to put themselves in their shoes to understand and empathize. Maintain a calm attitude, patiently explain and guide them thoroughly so that people understand and comply with the regulations.
“Gentle Bending, Firm Releasing,” Flexibility in Each Situation
In some cases, people deliberately cause difficulties, or file complaints beyond their authority. At this time, officials and civil servants need to calmly and skillfully handle the situation according to the law.
Harmoniously combining “gentle” and “firm,” being both decisive and flexible, will help resolve issues quickly and effectively.
Cultivating Communication Skills: A Journey to Enhance Competence
Communication is a skill that can be learned. To improve communication skills in public service, officials and civil servants can refer to the following methods:
- Participate in workplace skills training courses organized by reputable agencies and organizations.
- Self-study through books, materials, and videos on communication and interpersonal skills.
- Regularly practice listening, exchanging, and discussing skills with colleagues, leaders, and the public.
- Learn from the experiences of excellent officials and civil servants in the field of communication.
Communication skills in public service are a crucial key to building a positive image of officials and civil servants who are both “virtuous and talented,” close to the people, and serving the people in modern society.
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