INTER PERSONAL SKILLS OF DEBT RECOVERY AGENT

INTER PERSONAL SKILLS OF DEBT RECOVERY AGENT FOR EXAMS 2024

Today’s post put insights on inter-personal skills of Debt recovery agents –which are also included in DRA syllabus 2024 by IIBF.

We know that DRA Exams are held every month & IIBF has announced the Written exam date for the Quarter 4th on its website for 2024. The Syllabus of Debt Recovery Agents is also prescribed by Indian Institute of Banking and Finance & today, we have come up with an article which put some insights fro of the topics of DRA Syllabus 2024 i.e. Inter-personal Skills.

You will find the Study material/ DRA Class details in this article too. So, keep your focus intact!

WHAT ARE INTERPERSONAL SKILLS?

Interpersonal skills are the skills that we use every day when we communicate and interact with other people, both individually and in groups & include a wide range of skills. But they especially include – communication skills such as listening and speaking effectively.

It is not wrong to say that interpersonal skills are the foundation of success in life. People having strong interpersonal skills tend to be able to work well with other people, including in teams or groups, both formally and informally. They communicate effectively with others & ultimately have better relationships at work & at home.

IMPROVING OR DEVELOPING INTERPERSONAL SKILLS:

One can improve his/her interpersonal skills by developing their awareness of how they interact with others and simply, by practicing their skills.

Let’s begin by reading the definition of interpersonal skills.

“Skills that you & I need and we use to communicate and interact with other people.”

They are sometimes also called as social skills, people skills, soft skills, or life skills. They invariably include:

Communication skills, which in turn include:
1. Verbal communication i.e. what we say and how we say it;
2. Non-verbal communication i.e. what we communicate without words, for example through body language or tone of voice; and
3. Listening skills i.e. how we interpret verbal and non-verbal messages from others.
Emotional intelligence i.e. the ability to understand & manage one’s own emotions as well as emotions of others.
Conflict resolution and mediation i.e. working with others to resolve interpersonal conflicts and disagreements but in a positive way.
Teamwork i.e. ability to work with others in groups and teams, whether formal or informal.
Problem Solving and Decision Making i.e. working with others to identify, define and solve problems, which includes deciding on the best course of action.
Negotiation, persuasion and influencing skills i.e. working with others to find a mutually acceptable outcome (Win/Win).

This is just the definition & by no means exhaustive. So, let us get into the finer details if you understood the meaning of interpersonal skills.

Verbal communication:

One of the basic ways to improve interpersonal skills is to improve verbal communication. Oral communication is an integral part of the work environment. It is essential in building lasting relationships with customers and other businesses.

In addition, effective communication facilitates the exchange of ideas and thoughts between colleagues along with ensuring increased productivity, reduced error rates and smoother operations.

Non-verbal communication:

This form of communication includes physical cues such as eye contact, handshakes, gestures and facial expressions. Many people overlook their non-verbal communication but they are essential for conveying interest, trust, reliability and engagement. Strong eye contact, appropriate facial expressions and confident posture are essential in business.

A study had revealed that 7% of effective communication is verbal, while a dominant 93% is non-verbal.

Listening skills:

Active listening transforms interpersonal relationships & individual performance. There are different ways to demonstrate good listening skills including facing the speaker, not interrupting, and repeating the speaker’s words for clarification.

Assertiveness:

The best employees aren’t the silent ones who take on any project and don’t complain. Instead, employees who communicate their concerns, thoughts and ideas are more appropriate. Assertive individuals respectfully explain themselves and defend their opinion while setting boundaries, such as refusing to do more work than they are capable of.

Negotiation skills:

The value of negotiation in workplace interactions can’t be denied. 60% of people see negotiation as an opportunity to reach an agreement & it involves problem analysis, prior preparation, clear communication, and emotional control.

In addition, the importance of interpersonal skills in negotiation is emphasized. Maintaining a positive relationship with others is paramount when negotiating.

Conflict resolution:

Learning how to improve interpersonal skills requires an in-depth look at relationship management. Conflict resolution is the foundation of successful relationships. Conflicts are inevitable and manageable & it has been found that 85% of employees experience some form of conflict.

You must find a solution to quickly solve possible misunderstandings or unnecessary conflicts.

Cooperation:

Improving interpersonal skills in the workplace can transform two important aspects i.e. collaboration and coordination. The rise of telecommuting during the pandemic has amplified the importance of this trait as the people adopted working from home, they also had to work together to create an efficient routine i.e scheduling meetings, being punctual, and increasing communication.

Reverence:

Respect is a fundamental factor in managing relationships. There are many ways to show respect in the workplace & one of the most overlooked examples is being on time i.e respect other people’s time and work.

Empathy:

More emphasis has been placed on emotional intelligence in recent years. People who demonstrate the ability to decode the needs of others and respond honestly are highly valued in the office environment. They basically can read people’s non-verbal communication and identify their emotions. They are also more likable because their empathic nature creates authentic relationships.

Openness to feedback:

A dreaded aspect of working in teams is often – feedback. Of course, everyone likes praise and recognition when they have done something right. However, some people take negative feedback very personally or fail to change their behavior after receiving such criticism. So, one should be open to the remarks & the things that need improvement.

Positive attitude:

It’s been found that positive people are more confident, friendly, optimistic and energetic & more likable.

Showing positivity does not necessarily improve performance but still, it’s an incredible example of effective interpersonal skills. People with a positive outlook always radiate energy and alertness. They also experience less stress and better focus on their work.

Self-confidence:

Self-confident people are more likely to take risks in the workplaces. For example, they may register to give a presentation or speech despite their fear of public speaking. Therefore, people who work on improving their interpersonal skills develop self-confidence, improve their technical skills and assess their weaknesses.

Reliability:

Each team member has a specific role & everyone is expected to perform his or her role to the best of his or her ability. Employers and colleagues trust reliable employees to do their jobs properly with little or no supervision. In addition, reliable people are proactive with solutions.

A sense of humor:

A common feature of charismatic people is humor. As people discover how to develop interpersonal skills, they realize the importance of building real rapport during communication because the fastest way to bond is through humor.

So, you realize what goes into the inter-personal skills? Now, let us find out its importance.

THE IMPORTANCE OF INTERPERSONAL SKILLS FOR DEBT RECOVERY AGENT

Interpersonal skills matter most because we live in a social bubble. Throughout our lives we have to interact with other people and communicate with them daily, if not hourly and sometimes more often. Good interpersonal skills “grease the wheels” of these interactions, making them smoother and more enjoyable for everyone involved. They enable us to build better and longer-term relationships, both at home and at work.

The importance could be seen from the fact that you almost certainly spend more time with your colleagues than with your partner.

At work, you interact & keep interacting with a wide range of people, from suppliers and customers to your immediate colleagues, remote colleagues, your team and your manager. Your ability to do this effectively can mean the difference between a successful working life and one spent wondering what went wrong!