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Soft Skills

Soft Skills/ Communication Skills

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Soft Skills

  1. 1. SOFT SKILLS December - 2008
  2. 2. Topics <ul><li>Day 1 </li></ul><ul><ul><li>Effective Communication </li></ul></ul><ul><ul><li>Body Language </li></ul></ul><ul><ul><li>Dressing for Success </li></ul></ul><ul><ul><li>Negotiation Skills </li></ul></ul><ul><ul><li>E mail Etiquettes </li></ul></ul><ul><ul><li>Telephone Etiquettes </li></ul></ul>
  3. 3. Soft Skills <ul><li>Soft skill is the ability required and expected from persons for finding a suitable job, its maintenance and promotion. </li></ul>
  4. 4. Importance of soft skill <ul><li>Soft skills are very important </li></ul><ul><li>To handle interpersonal relations </li></ul><ul><li>To take appropriate decisions </li></ul><ul><li>To communicate effectively </li></ul><ul><li>To have good impression and impact to gain professional development </li></ul>
  5. 5. What is required? <ul><li>Communication Skills </li></ul><ul><li>Body language </li></ul><ul><li>Presentation Skills </li></ul><ul><li>Team Work </li></ul><ul><li>Professional ethics </li></ul><ul><li>Interpersonal Skills </li></ul><ul><li>Time and Stress Management </li></ul>
  6. 6. Correct Blend
  7. 7. Effective Communication .
  8. 8. Communication <ul><li>Definition </li></ul><ul><li>Example </li></ul><ul><li>Type </li></ul><ul><li>Basic Skills </li></ul><ul><li>Barriers to Communication </li></ul><ul><li>TACTFUL Conversation. </li></ul>
  9. 9. Communication Defined….. <ul><li>Exchange of Information. </li></ul><ul><li>2 Way Process. </li></ul><ul><li>From Sender of Information to Receiver of Information. </li></ul><ul><li>Information should be exchanged in its entirety. </li></ul><ul><li>Its often distorted. </li></ul>
  10. 10. Communication is a Series of Experiences of Hearing Seeing Smell Touch Taste
  11. 12. Communication - Types <ul><li>Positive Communication </li></ul><ul><li>Negative Communication </li></ul>
  12. 13. Positive Communication <ul><li>tells the recipient what can be done  </li></ul><ul><li>suggests alternatives and choices available to the recipient </li></ul><ul><li>sounds helpful and encouraging rather than bureaucratic </li></ul><ul><li>stresses positive actions and positive consequences that can be anticipated.      </li></ul>
  13. 14. Negative Communication. <ul><li>tells the recipient what cannot be done. </li></ul><ul><li>has a subtle tone of blame. </li></ul><ul><li>includes words like can't, won't, unable to, that tell the recipient what the sending agency cannot do </li></ul><ul><li>does not stress positive actions that would be appropriate, or positive consequences.   </li></ul>
  14. 15. Communication : Basic Skills <ul><li>Verbal Communication </li></ul><ul><li>Non verbal Communication </li></ul>
  16. 17. Communication: Speaking Body language Voice quality Intention Manner: directness, sincerity Dress and clothing (style, color, appropriateness for situation) Visual aids, animation Eye contact Emotional content, energy, strength Self-concept Concept of others Listening, hearing the underlying message Speaking from the heart Energy Setting, time, place, timing How the messenger holds the message Sensitivity Rhythm and pacing Attitude and confidence Rapport Agenda Purpose of communication - knowing what you want to communicate Clarity Silence, centering, looking
  17. 18. Communication : Listening <ul><li>Attentiveness to speaker </li></ul><ul><li>Eye contact </li></ul><ul><li>Intention be fully awake and aware </li></ul><ul><li>Openness: to other person and your own </li></ul><ul><li>Paying attention </li></ul><ul><li>Listening to yourself </li></ul><ul><li>Feedback </li></ul><ul><li>Body language </li></ul><ul><li>Change in pattern </li></ul><ul><li>Expectations about person speaking, about their message, about their agenda </li></ul>
  18. 19. Communication: Barriers <ul><li>Language </li></ul><ul><li>Body Language </li></ul><ul><li>Selective Hearing/ Non verbal Cues </li></ul><ul><li>Power Struggles </li></ul><ul><li>Self made Assumptions </li></ul><ul><li>Distrusted Source </li></ul><ul><li>Perpetual Bias </li></ul><ul><li>Cultural Differences </li></ul>
  19. 20. TACTFUL Conversation. <ul><li>T: Think Before You Speak </li></ul><ul><li>A: Apologize quickly when you blunder </li></ul><ul><li>C: Converse, don't compete </li></ul><ul><li>T: Time your comments </li></ul><ul><li>F: Focus on behavior - not on personality </li></ul><ul><li>U: Uncover hidden feelings </li></ul><ul><li>L: Listen for feedback </li></ul>
  20. 21. Do's and DON’Ts <ul><li>DO be direct, courteous and calm </li></ul><ul><ul><li>DON'T be rude and pushy </li></ul></ul><ul><li>DO spare others your unsolicited advice </li></ul><ul><ul><li>DON'T be patronizing, superior or sarcastic </li></ul></ul><ul><li>DO acknowledge that what works for you may not work for others </li></ul><ul><ul><li>DON'T make personal attacks or insinuations </li></ul></ul><ul><li>DO say main points first, then offer more details if necessary </li></ul><ul><ul><li>DON'T expect others to follow your advice or always agree with you </li></ul></ul><ul><li>DO listen for hidden feelings </li></ul><ul><ul><li>DON'T suggest changes that a person can not easily make. </li></ul></ul>
  21. 22. Thanks A Lot…….. <ul><li>Questions????????????? </li></ul>
  22. 23. <ul><li>Body Language </li></ul>
  23. 24. Why is body language important ? <ul><li>To keep people’s attention </li></ul><ul><li>To create a good atmosphere </li></ul><ul><li>To create more impact </li></ul>
  24. 25. Body language means: <ul><li>How you stand </li></ul><ul><li>How you move </li></ul><ul><li>How you appear to people </li></ul><ul><li>How you look at people </li></ul><ul><li>How you sound. </li></ul>
  25. 26. Actions Speak Louder than Words? <ul><li>What often happens in any relationship is that </li></ul><ul><li>language itself becomes a mask and a means of </li></ul><ul><li>clouding and confusing the relationship. If the </li></ul><ul><li>spoken language is stripped away and the only </li></ul><ul><li>communication left is body language, the truth </li></ul><ul><li>will find some way of poling through. Spoken </li></ul><ul><li>language itself is a great obscurer” </li></ul><ul><li>Body Language , Julius Fast, MJF books, 1970. </li></ul>
  26. 27. How you stand <ul><li>Stand straight. </li></ul><ul><ul><li>Stand on both legs. </li></ul></ul><ul><ul><li>Don't lean against anything. </li></ul></ul><ul><li>Stand where everyone can see you. </li></ul><ul><ul><li>Face the audience directly. </li></ul></ul><ul><li>Don't obstruct the foils. </li></ul><ul><ul><li>Stand by the screen when pointing to foils. </li></ul></ul><ul><ul><li>Stand away from it when talking about them. </li></ul></ul>
  27. 28. How you move <ul><li>Avoid nervous movements. </li></ul><ul><ul><li>Don't walk up and down. </li></ul></ul><ul><ul><li>Keep your hands down except for gestures. </li></ul></ul><ul><ul><li>Don't fidget, scratch, jiggle your legs, etc. </li></ul></ul><ul><li>Use gestures for emphasis. </li></ul><ul><ul><li>Practice appropriate gestures. </li></ul></ul><ul><ul><li>Don't overdo it. </li></ul></ul><ul><ul><li>Avoid arm-waving.   </li></ul></ul>
  28. 29. Look energetic <ul><li>Why </li></ul><ul><ul><li>Energy holds people's attention. Lack of energy puts people to sleep. </li></ul></ul><ul><li>How </li></ul><ul><ul><li>Stand straight. </li></ul></ul><ul><ul><li>Put energy into your eyes, voice, and movements. </li></ul></ul>
  29. 30. Look relaxed <ul><li>Why </li></ul><ul><ul><li>If you relax people will have more confidence in you. </li></ul></ul><ul><ul><li>If you are not relaxed people cannot focus on the content . </li></ul></ul><ul><li>How </li></ul><ul><ul><li>Smile. </li></ul></ul><ul><ul><li>Make it informal. </li></ul></ul><ul><ul><li>Use humor--enjoy yourself! </li></ul></ul><ul><ul><li>Slow down. </li></ul></ul><ul><ul><li>Breathe slowly. </li></ul></ul><ul><ul><li>Let your arms hang loose. </li></ul></ul><ul><ul><li>Don't make nervous movements. </li></ul></ul>
  30. 31. Trouble…. <ul><li>Misinterpretation of signals </li></ul><ul><ul><li>Can be BIG trouble </li></ul></ul><ul><ul><li>Legal trouble </li></ul></ul><ul><ul><li>Do you know how to act or are you confused? </li></ul></ul>
  31. 32. CONCLUSIONS <ul><li>Body is a powerful instrument in a speech. </li></ul><ul><li>Usually body language occurs unconsciously. </li></ul><ul><li>Nonverbal expressions communicate a great part of emotional experience. </li></ul>
  32. 33. Thanks A Lot…….. <ul><li>Questions????????????? </li></ul>
  33. 34. <ul><li>Dressing For Success </li></ul>
  34. 35. First Impressions <ul><li>You have only one chance to make a good first impression. </li></ul><ul><li>Your appearance tells others how you feel about yourself, which can define how they treat you. </li></ul><ul><li>Your corporate ladder climb will be easier if you look like you belong there. </li></ul>
  35. 36. First Impression Test – Women Who would you hire?
  36. 37. First Impression Test – Men Who would you hire?
  37. 38. What influenced you? <ul><li>Apparent level of sophistication </li></ul><ul><li>Color of tie, shoes, dress </li></ul><ul><li>Well-groomed appearance </li></ul><ul><li>Conservative appearance </li></ul><ul><li>Overall attractiveness </li></ul><ul><li>Non-verbal signals </li></ul><ul><li>Apparent level of self-confidence </li></ul>
  38. 39. What do your clothes say about you? <ul><li>Your appearance plays a supporting role in the interview process. </li></ul><ul><li>Your appearance can convey strong feelings of trust to a prospective employer. </li></ul><ul><li>Your appearance can convey a sense of self-confidence, dependability and professionalism. </li></ul><ul><li>Your appearance can determine how people you meet will react to you. </li></ul>
  39. 40. First Impression Guidelines - Colors That Work <ul><li>Dark to medium range blues </li></ul><ul><li>Navy Blue – respected by all socio-economic levels </li></ul><ul><li>Gray </li></ul><ul><li>Camel/Beige </li></ul><ul><li>Black </li></ul><ul><li>Dark Brown </li></ul><ul><li>Burgundy </li></ul><ul><li>Rust </li></ul>
  40. 41. First Impression Guidelines - Colors to Avoid <ul><li>Women </li></ul><ul><ul><li>Most pastels, especially pale yellow </li></ul></ul><ul><ul><li>Bright orange </li></ul></ul><ul><li>Men and Women </li></ul><ul><ul><li>Most shades of green </li></ul></ul><ul><ul><li>Mustard – bad, bad, bad </li></ul></ul><ul><li>Dark Colors make you seem more powerful; only use when you need control. </li></ul>
  41. 42. First Impression Guidelines - The Suit <ul><li>Decent formal attire </li></ul><ul><li>Tailored and pressed clothes for men and women </li></ul><ul><li>Minimal jewelry, cologne and makeup </li></ul><ul><li>Leather lace-up shoes for men </li></ul><ul><li>Avoid gaudy/flashy footwear (no floaters please) </li></ul>
  42. 43. First Impression Guidelines - Grooming <ul><li>Hair – clean and neat </li></ul><ul><li>Details – no missing buttons, lint or tags </li></ul><ul><li>Hands – clean, manicured fingernails </li></ul><ul><li>Fit – clean, pressed and proper fit </li></ul><ul><li>Smell – little or no cologne; no cigarette odor </li></ul><ul><li>Breath – fresh, clean breath; use a breathmint </li></ul>
  43. 44. First Impression Guidelines - Accessories <ul><li>Belts – classic, quality leather </li></ul><ul><li>Bags and briefcases – small, dark-colored leather briefcase </li></ul><ul><li>Jewellery – minimal; business watch, nothing flashy </li></ul><ul><li>Scarves and ties – silk </li></ul>
  44. 45. Thanks A Lot…….. <ul><li>Questions????????????? </li></ul>
  45. 46. Negotiation Skills
  46. 47. Negotiation Skills <ul><li>Negotiation is a key skill for life…. From: </li></ul><ul><li>Who puts the bins out! </li></ul><ul><li>Arranging extra hours to suit your needs </li></ul><ul><li>Extensions on your work deadline </li></ul><ul><li>Access to the shower </li></ul><ul><li>To: </li></ul><ul><li>Selling, purchasing, organising contracts </li></ul><ul><li>Environmental agreements / implementing laws </li></ul><ul><li>Recruitment and selection of new staff </li></ul>
  47. 48. The Essentials <ul><li>Negotiation should be win/win </li></ul><ul><li>No tears </li></ul><ul><li>No arguments </li></ul><ul><li>No fisty-cuffs </li></ul><ul><li>No sulking </li></ul><ul><li>It is about making decisions in a civilised way – and is a process which can be learnt </li></ul>
  48. 49. The Negotiating Process <ul><li>Step One Prepare </li></ul><ul><li>What do you want? </li></ul><ul><li>Step Two Debate </li></ul><ul><li>What do you want? </li></ul><ul><li>Step Three Propose </li></ul><ul><li>What wants can we trade? </li></ul><ul><li>Step Four Bargain </li></ul><ul><li>What wants will we trade? </li></ul><ul><li>Step Five Agree </li></ul>
  49. 50. Step One - Prepare <ul><li>Research </li></ul><ul><li>LIST your objectives and their objectives </li></ul><ul><li>Those you INTEND to get </li></ul><ul><li>Those you MUST get </li></ul>
  50. 51. Step Two - Debate <ul><li>Listen carefully </li></ul><ul><li>Ask questions </li></ul><ul><li>Clarify </li></ul><ul><li>Summarise </li></ul><ul><li>Don’t argue, interrupt or assume </li></ul>...BUT
  51. 52. Step Three - Propose <ul><li>Make proposals </li></ul><ul><li>State conditions </li></ul><ul><li>Express concerns </li></ul><ul><li>Search for common interests </li></ul><ul><li>Use positive body language </li></ul>AND
  52. 53. Step Four - Bargain <ul><li>Key words are IF and THEN </li></ul><ul><li>Start making concession: </li></ul><ul><ul><li>Every concession should have a condition (IF you … THEN I will … ) </li></ul></ul><ul><ul><li>Conserve your concessions - don’t give everything away too soon </li></ul></ul><ul><ul><li>You don’t have to share every piece of information with the opposing side! </li></ul></ul><ul><ul><li>Don’t be afraid to say no </li></ul></ul>
  53. 54. Step Five - Agree <ul><li>Usually final concession : “IF you do that, THEN we have a deal!” </li></ul><ul><li>Gain commitment </li></ul><ul><li>Record and agree results </li></ul><ul><li>Leave satisfied </li></ul>
  54. 55. 7 Deadly Sins of Negotiating <ul><li>Pride - Be prepared to compromise </li></ul><ul><li>Gluttony - Don’t bite off more than you can chew </li></ul><ul><li>Anger - Handle objections calmly </li></ul><ul><li>Covetousness - Prioritise needs/wants </li></ul><ul><li>Envy - Know competitors strengths & weaknesses… AND your own </li></ul><ul><li>Sloth - Do your homework </li></ul><ul><li>Lust - Don’t look desperate to settle </li></ul>
  55. 56. The Language of Negotiation <ul><li>MFP - Most Favourable Position </li></ul><ul><li>WAP - Walk Away Position </li></ul><ul><li>BATNA - Best Alternative To A Negotiated Agreement - if it can’t be </li></ul><ul><li>IVC - Inexpensive Valuable Concessions </li></ul><ul><li>TO - Time Out </li></ul>
  56. 57. Think about your influencing style Inspirational Logical Personal Forceful
  57. 58. Checklist <ul><li>Don’t bargain over positions </li></ul><ul><li>Separate the people from the problem </li></ul><ul><li>Focus on interests, not positions </li></ul><ul><li>Invent options for mutual gain </li></ul><ul><li>Use objective criteria </li></ul>
  58. 59. Role Play, Darling! <ul><li>Everyone can do it </li></ul><ul><li>Throw yourself into the role </li></ul><ul><li>You never have enough information </li></ul><ul><li>Elaborate in the spirit of the role brief </li></ul>Gives yourselves an opportunity to complete a successful negotiation and practice your skills
  59. 60. Summary <ul><li>negotiation skills are key skills </li></ul><ul><li>they can be learnt </li></ul><ul><li>preparation is vital </li></ul><ul><li>be aware of your own style and performance and seek to improve </li></ul>
  60. 61. Thanks A Lot…….. <ul><li>Questions????????????? </li></ul>
  61. 62. E-Mail Etiquette
  62. 63. E-Mail Etiquette <ul><li>The purpose of e-mail etiquette: </li></ul><ul><ul><li>Professionalism. </li></ul></ul><ul><ul><li>Efficiency. </li></ul></ul><ul><ul><li>Security. </li></ul></ul>
  63. 64. E-Mail Rules <ul><li>Know your internal policies. </li></ul><ul><li>Keep responses concise. </li></ul><ul><li>Answer questions asked in the original e-mail. </li></ul><ul><li>Use proper punctuation, grammar and spelling. </li></ul>
  64. 65. E-Mail Rules <ul><li>Personalize your e-mail. </li></ul><ul><li>Avoid unnecessary file attachments. </li></ul><ul><li>Check for proper layout. </li></ul><ul><li>Use high-priority option sparingly. </li></ul>
  65. 66. E-Mail Rules <ul><li>DO NOT USE ALL CAPITAL LETTERS! </li></ul><ul><li>Read message thoroughly before sending. </li></ul><ul><li>Know when to “reply to all.” </li></ul><ul><li>Don’t abbreviate. </li></ul><ul><li>Delete chain letters immediately. </li></ul>
  66. 67. E-Mail Rules <ul><li>Protect confidential information. </li></ul><ul><li>Clearly identify the subject. </li></ul><ul><li>Avoid unprofessional language. </li></ul><ul><li>Minimize use of bold font. </li></ul><ul><li>Use blind copy (BC) when individuals don’t know each other. </li></ul>
  67. 68. E-Mail Rules <ul><li>Use appropriate opening and closing. </li></ul><ul><li>Auto-respond when out of the office. </li></ul><ul><li>Don’t burn your bridges. </li></ul>
  68. 69. Enforcing E-Mail Etiquette <ul><li>Stay abreast of internal policy. </li></ul><ul><li>Attend available training. </li></ul><ul><li>When in doubt, ask. </li></ul>
  69. 70. E-Mail Privacy <ul><li>There is no such thing. </li></ul><ul><li>Be aware of company monitoring systems. </li></ul><ul><li>Once sent, e-mail cannot be controlled. </li></ul><ul><li>Protect information from hackers. </li></ul>
  70. 71. Questions?
  71. 72. Telephone Etiquette
  72. 73. Telephone Etiquette <ul><li>Answer calls within three rings. </li></ul><ul><li>Greet the caller. </li></ul><ul><ul><li>Identify yourself. </li></ul></ul><ul><ul><li>Identify your school. </li></ul></ul><ul><ul><li>Ask how you can help. </li></ul></ul>
  73. 74. Telephone Etiquette <ul><li>Answer with a smile. </li></ul>
  74. 75. Telephone Etiquette <ul><li>Placing callers on “hold”: </li></ul><ul><ul><li>Ask if the caller minds being placed on hold. </li></ul></ul><ul><ul><li>Check back with callers so they don’t think you’ve forgotten them. </li></ul></ul><ul><ul><li>It’s okay if you don’t know the answer immediately. </li></ul></ul><ul><ul><ul><li>If you need to research, provide an estimate of when you will follow up. </li></ul></ul></ul>
  75. 76. Telephone Etiquette <ul><li>Transferring calls. </li></ul><ul><ul><li>Avoid transfers whenever possible. </li></ul></ul><ul><ul><ul><li>Be the caller’s single point of contact for the information you can give. </li></ul></ul></ul><ul><ul><ul><li>Use your resources. </li></ul></ul></ul><ul><ul><ul><li>Ask for help. </li></ul></ul></ul>
  76. 77. Telephone Etiquette <ul><li>When transfers are unavoidable: </li></ul><ul><ul><li>Do not “blind” transfer the call. </li></ul></ul><ul><ul><li>Provide a phone number in case the call is disconnected. </li></ul></ul><ul><ul><li>Communicate the customer’s issue prior to transfer. </li></ul></ul><ul><ul><ul><li>Saves time and frustration. </li></ul></ul></ul>
  77. 78. Telephone Etiquette <ul><li>When transfers are unavoidable… </li></ul><ul><ul><li>If voice mail reached, give the caller an option. </li></ul></ul><ul><ul><ul><li>Leave a message. </li></ul></ul></ul><ul><ul><ul><li>Call back later. </li></ul></ul></ul><ul><ul><ul><ul><li>Recommend a better time to call back. </li></ul></ul></ul></ul>
  78. 79. Telephone Etiquette <ul><li>Voice mail greetings. </li></ul><ul><ul><li>Keep greeting updated. </li></ul></ul><ul><ul><li>Provide detailed information. </li></ul></ul><ul><ul><ul><li>Alternative contact information. </li></ul></ul></ul><ul><ul><li>Positive closing. </li></ul></ul>
  79. 80. Telephone Etiquette <ul><li>When leaving a message: </li></ul><ul><ul><li>Identify yourself. </li></ul></ul><ul><ul><li>Repeat contact information. </li></ul></ul><ul><ul><li>Respect privacy. </li></ul></ul><ul><ul><li>Keep message concise and specific. </li></ul></ul>
  80. 81. Telephone Etiquette <ul><li>Focus your attention on the caller. </li></ul><ul><li>Use the caller’s name during the conversation. </li></ul><ul><li>Build rapport with the caller. </li></ul><ul><li>Speak clearly. </li></ul><ul><li>Always be polite. </li></ul>
  81. 82. Telephone Etiquette <ul><li>Avoid jargon and acronyms. </li></ul><ul><li>Avoid eating, chewing or drinking. </li></ul><ul><li>Respect others. </li></ul><ul><li>Follow the “golden rule.” </li></ul><ul><ul><li>Do unto others as you would have them do unto you. </li></ul></ul>
  82. 83. <ul><li>Questions? </li></ul>