Kia ora! Welcome back! We’re excited to have you with us for this topic, where we’ll continue to build your knowledge and skills to become an effective and empathetic support worker. A key aspect of this journey is understanding the importance of building trust with those you support. In this topic, we’ll explore the essential interpersonal skills needed to foster genuine, trusting relationships. Additionally, we will examine practical strategies for overcoming common challenges in these interactions.

Interpersonal Skills

You may have heard interpersonal skills referred to as ‘soft skills’ or ‘people skills’. These are the skills we use every day to communicate, interact, and work with others. As a support worker, developing strong interpersonal skills is essential for creating a positive connection and building trust of those you support.

So, what do you already know about interpersonal skills?  Complete the documentation tool to help you reflect on your current knowledge and skills in this area.

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Emotional Intelligence

You may already know about the concept of emotional intelligence often referred to EQ or IQ. Emotional intelligence is the ability to recognise, understand and manage emotions in ourselves and in others. It involves several core skills or building blocks- self-awareness, self-regulation, motivation, empathy and social skills

As a support worker, having strong emotional intelligence enables you to be more aware of your own emotions and how they influence your interactions. It also helps you read and respond to the emotions of others with sensitivity and understanding, fostering a deeper sense of trust and connection.

Now that you have come up with some thoughts of your own, read on for more insights on the building blocks of emotional intelligence:

Self-Awareness

Self-awareness is the ability to recognise and understand your own emotions, thoughts, and behaviours, as well as how they impact others. It involves being mindful of your feelings, strengths, limitations, and biases. When you are self-aware, you are better able to:

• Reflect on your reactions: You can understand how your emotions influence your behaviour, allowing you to pause and assess your responses before acting.
• Acknowledge your strengths and limitations: This awareness helps you identify areas for growth, embrace your abilities, and improve how you support others.
• Be open to feedback: Recognising your feelings and limitations helps you accept constructive feedback, which is essential for your professional development.

As a support worker: Strong self-awareness allows you to approach situations with an open mind and helps you connect authentically with those you support. It aids in recognising when personal emotions or assumptions might affect your actions, enabling you to provide more person-centred care.

Self-Regulation

Self-regulation is the ability to manage and control your emotions, thoughts, and behaviours in different situations. It involves being flexible and adaptable in responding to challenges while maintaining a positive attitude. Key aspects of self-regulation include:

• Emotional control: Staying calm and composed in stressful situations ensures that your reactions are measured and appropriate.
• Adaptability: Being open to changes and adjusting your approach to meet the needs of others or respond to unexpected challenges.
• Impulse control: Avoiding rash decisions or reactive behaviours by pausing to assess the situation.

As a support worker: Effective self-regulation helps you respond thoughtfully in challenging situations, ensuring that your actions are guided by the best interests of those you support. It allows you to remain professional and focused, even when faced with difficult emotions or behaviours from others.

Motivation

Motivation is the internal drive that makes you to take action and pursue your goals. It involves being committed to personal growth, continuously improving your skills, and staying focused on your purpose, especially when facing challenges. Core aspects of motivation include:

• Goal-setting: Establishing clear, achievable objectives that inspire you to keep moving forward.
• Commitment to growth: Striving to improve your knowledge, skills, and abilities to provide better support.
• Resilience: Maintaining a positive outlook and staying determined in the face of setbacks or obstacles.

As a support worker: A strong sense of motivation drives you to provide consistent and compassionate care, even when the work is demanding. It helps you stay focused on the needs of those you support and inspires you to seek ways to improve and adapt your approach to best serve them.

Empathy

Let’s take a look at empathy by watching this clip from the movie ‘Inside Out’. The characters in the clip include Joy (green dress), Sadness (white top), and Bing Bong (pink elephant).

Video Title: Communication Skills: Empathetic Listening - Inside Out, 2015
Watch Time: 1:44
Post Watch Task: Answer the following questions:

1. Who demonstrated empathy in this scene?
2. How did this character show empathy towards others? Consider their words, actions, and how they responded to the emotions of the other character(s).
3. What impact did the empathetic response have on Bing Bong?

Reflect on how the empathetic character’s actions influenced the emotional state or behaviour of Bing Bong.

Source: Academy of Social Competency: YouTube

Check out the model answers to these questions by clicking on the expand button. Were your answers similar?

Empathy is the ability to understand and share the feelings of others. It involves recognising and responding to the emotional needs of those you support. Empathy is central to building trust and creating a safe, supportive environment. It includes:

• Active listening: Paying attention to verbal and non-verbal cues, acknowledging emotions, and responding in a supportive way.
• Perspective-taking: Putting yourself in another person’s position to understand their experiences and feelings.
• Compassionate responses: Offering kindness, validation, and reassurance to people who are experiencing emotional difficulties.

Social Skills

Social skills include a range of abilities that help you communicate effectively, build relationships, and interact positively with others. These skills are crucial in establishing connections, resolving conflicts, and creating a supportive environment. Key social skills include:

• Communication: Effectively expressing yourself, listening actively, and being clear and empathetic in your interactions.
• Conflict resolution: Addressing disagreements or misunderstandings calmly and constructively, while considering the perspectives of all parties involved.
• Collaboration: Working cooperatively with others, sharing responsibilities, and building a sense of teamwork.

As a support worker: Strong social skills help you create a collaborative and respectful environment for those you support. They enable you to build rapport (friendly relationships) quickly, address concerns or conflicts sensitively, and create a space where individuals feel valued and understood.

Other Interpersonal Skills

Emotional intelligence is one component of interpersonal skills, other skills include:

• Patience: A vital skill, especially when dealing with challenging situations or individuals. Patience allows you to remain composed and supportive without rushing interactions or becoming frustrated.
• Adaptability: The ability to remain open to change and adjust your approach based on different circumstances and individual needs. Being adaptable helps in providing person-centred support.
• Integrity: Acting with honesty, fairness, and consistency in all interactions. It involves upholding ethical principles and being open in your actions which are all key to forming reliable and positive relationships.
• Reliability: Being dependable and following through on commitments. Reliability is essential for creating trust with those you support, as it reassures them that they can count on you when needed.
• Conflict Resolution: This skill involves understanding differing viewpoints, addressing misunderstandings, and working towards a resolution that is respectful and fair to all parties.
• Teamwork and Collaboration: The ability to work effectively with others, valuing diverse opinions, and contributing to shared goals, is crucial for contributing a positive environment in a support role.
• Communication Skills: These include both verbal and non-verbal communication. Clear speaking, active listening, appropriate tone, body language, eye contact, and being mindful of cultural variations in communication.

End of Topic

You’ve reached the end of this topic on interpersonal skills and relationship-building—great work! By now, you should have a deeper understanding of how essential interpersonal skills like empathy, self-awareness, and patience contribute to building meaningful and supportive connections with tāngata whaiora and their whānau.

Next up, we’ll be exploring communication—another vital skill that plays a key role in connecting with those you support. Stay curious, and let’s keep building your toolkit for success!