Soft Skills

Topics Day 1 Effective Communication Body Language Dressing for Success Negotiation Skills E mail Etiquettes Telephone Etiquettes

Soft Skills Soft skill is the ability required and expected from persons for finding a suitable job, its maintenance and promotion.

Importance of soft skill Soft skills are very important To handle interpersonal relations To take appropriate decisions To communicate effectively To have good impression and impact to gain professional development

What is required? Communication Skills Body language Presentation Skills Team Work Professional ethics Interpersonal Skills Time and Stress Management

Communication Definition Example Type Basic Skills Barriers to Communication TACTFUL Conversation.

Communication Defined….. Exchange of Information. 2 Way Process. From Sender of Information to Receiver of Information. Information should be exchanged in its entirety. Its often distorted.

Communication is a Series of Experiences of Hearing Seeing Smell Touch Taste

Communication - Types Positive Communication Negative Communication

Positive Communication tells the recipient what can be done suggests alternatives and choices available to the recipient sounds helpful and encouraging rather than bureaucratic stresses positive actions and positive consequences that can be anticipated.

Negative Communication. tells the recipient what cannot be done. has a subtle tone of blame. includes words like can't, won't, unable to, that tell the recipient what the sending agency cannot do does not stress positive actions that would be appropriate, or positive consequences.

Communication : Basic Skills Verbal Communication Non verbal Communication

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

Communication : Listening Attentiveness to speaker Eye contact Intention be fully awake and aware Openness: to other person and your own Paying attention Listening to yourself Feedback Body language Change in pattern Expectations about person speaking, about their message, about their agenda

Communication: Barriers Language Body Language Selective Hearing/ Non verbal Cues Power Struggles Self made Assumptions Distrusted Source Perpetual Bias Cultural Differences

TACTFUL Conversation. T: Think Before You Speak A: Apologize quickly when you blunder C: Converse, don't compete T: Time your comments F: Focus on behavior - not on personality U: Uncover hidden feelings L: Listen for feedback

Do's and DON’Ts DO be direct, courteous and calm DON'T be rude and pushy DO spare others your unsolicited advice DON'T be patronizing, superior or sarcastic DO acknowledge that what works for you may not work for others DON'T make personal attacks or insinuations DO say main points first, then offer more details if necessary DON'T expect others to follow your advice or always agree with you DO listen for hidden feelings DON'T suggest changes that a person can not easily make.

Thanks A Lot…….. Questions?????????????

Why is body language important ? To keep people’s attention To create a good atmosphere To create more impact

Body language means: How you stand How you move How you appear to people How you look at people How you sound.

Actions Speak Louder than Words? What often happens in any relationship is that language itself becomes a mask and a means of clouding and confusing the relationship. If the spoken language is stripped away and the only communication left is body language, the truth will find some way of poling through. Spoken language itself is a great obscurer” Body Language , Julius Fast, MJF books, 1970.

How you stand Stand straight. Stand on both legs. Don't lean against anything. Stand where everyone can see you. Face the audience directly. Don't obstruct the foils. Stand by the screen when pointing to foils. Stand away from it when talking about them.

How you move Avoid nervous movements. Don't walk up and down. Keep your hands down except for gestures. Don't fidget, scratch, jiggle your legs, etc. Use gestures for emphasis. Practice appropriate gestures. Don't overdo it. Avoid arm-waving.

Look energetic Why Energy holds people's attention. Lack of energy puts people to sleep. How Stand straight. Put energy into your eyes, voice, and movements.

Look relaxed Why If you relax people will have more confidence in you. If you are not relaxed people cannot focus on the content . How Smile. Make it informal. Use humor--enjoy yourself! Slow down. Breathe slowly. Let your arms hang loose. Don't make nervous movements.

Trouble…. Misinterpretation of signals Can be BIG trouble Legal trouble Do you know how to act or are you confused?

CONCLUSIONS Body is a powerful instrument in a speech. Usually body language occurs unconsciously. Nonverbal expressions communicate a great part of emotional experience.

First Impressions You have only one chance to make a good first impression. Your appearance tells others how you feel about yourself, which can define how they treat you. Your corporate ladder climb will be easier if you look like you belong there.

First Impression Test – Women Who would you hire?

First Impression Test – Men Who would you hire?

What influenced you? Apparent level of sophistication Color of tie, shoes, dress Well-groomed appearance Conservative appearance Overall attractiveness Non-verbal signals Apparent level of self-confidence

What do your clothes say about you? Your appearance plays a supporting role in the interview process. Your appearance can convey strong feelings of trust to a prospective employer. Your appearance can convey a sense of self-confidence, dependability and professionalism. Your appearance can determine how people you meet will react to you.

First Impression Guidelines - Colors That Work Dark to medium range blues Navy Blue – respected by all socio-economic levels Gray Camel/Beige Black Dark Brown Burgundy Rust

First Impression Guidelines - Colors to Avoid Women Most pastels, especially pale yellow Bright orange Men and Women Most shades of green Mustard – bad, bad, bad Dark Colors make you seem more powerful; only use when you need control.

First Impression Guidelines - The Suit Decent formal attire Tailored and pressed clothes for men and women Minimal jewelry, cologne and makeup Leather lace-up shoes for men Avoid gaudy/flashy footwear (no floaters please)

First Impression Guidelines - Grooming Hair – clean and neat Details – no missing buttons, lint or tags Hands – clean, manicured fingernails Fit – clean, pressed and proper fit Smell – little or no cologne; no cigarette odor Breath – fresh, clean breath; use a breathmint

First Impression Guidelines - Accessories Belts – classic, quality leather Bags and briefcases – small, dark-colored leather briefcase Jewellery – minimal; business watch, nothing flashy Scarves and ties – silk

Negotiation Skills Negotiation is a key skill for life…. From: Who puts the bins out! Arranging extra hours to suit your needs Extensions on your work deadline Access to the shower To: Selling, purchasing, organising contracts Environmental agreements / implementing laws Recruitment and selection of new staff

The Essentials Negotiation should be win/win No tears No arguments No fisty-cuffs No sulking It is about making decisions in a civilised way – and is a process which can be learnt

The Negotiating Process Step One Prepare What do you want? Step Two Debate What do you want? Step Three Propose What wants can we trade? Step Four Bargain What wants will we trade? Step Five Agree

Step One - Prepare Research LIST your objectives and their objectives Those you INTEND to get Those you MUST get

Step Two - Debate Listen carefully Ask questions Clarify Summarise Don’t argue, interrupt or assume ...BUT

Step Three - Propose Make proposals State conditions Express concerns Search for common interests Use positive body language AND

Step Four - Bargain Key words are IF and THEN Start making concession: Every concession should have a condition (IF you … THEN I will … ) Conserve your concessions - don’t give everything away too soon You don’t have to share every piece of information with the opposing side! Don’t be afraid to say no

Step Five - Agree Usually final concession : “IF you do that, THEN we have a deal!” Gain commitment Record and agree results Leave satisfied

7 Deadly Sins of Negotiating Pride - Be prepared to compromise Gluttony - Don’t bite off more than you can chew Anger - Handle objections calmly Covetousness - Prioritise needs/wants Envy - Know competitors strengths & weaknesses… AND your own Sloth - Do your homework Lust - Don’t look desperate to settle

The Language of Negotiation MFP - Most Favourable Position WAP - Walk Away Position BATNA - Best Alternative To A Negotiated Agreement - if it can’t be IVC - Inexpensive Valuable Concessions TO - Time Out

Think about your influencing style Inspirational Logical Personal Forceful

Checklist Don’t bargain over positions Separate the people from the problem Focus on interests, not positions Invent options for mutual gain Use objective criteria

Role Play, Darling! Everyone can do it Throw yourself into the role You never have enough information Elaborate in the spirit of the role brief Gives yourselves an opportunity to complete a successful negotiation and practice your skills

Summary negotiation skills are key skills they can be learnt preparation is vital be aware of your own style and performance and seek to improve

E-Mail Etiquette The purpose of e-mail etiquette: Professionalism. Efficiency. Security.

E-Mail Rules Know your internal policies. Keep responses concise. Answer questions asked in the original e-mail. Use proper punctuation, grammar and spelling.

E-Mail Rules Personalize your e-mail. Avoid unnecessary file attachments. Check for proper layout. Use high-priority option sparingly.

E-Mail Rules DO NOT USE ALL CAPITAL LETTERS! Read message thoroughly before sending. Know when to “reply to all.” Don’t abbreviate. Delete chain letters immediately.

E-Mail Rules Protect confidential information. Clearly identify the subject. Avoid unprofessional language. Minimize use of bold font. Use blind copy (BC) when individuals don’t know each other.

E-Mail Rules Use appropriate opening and closing. Auto-respond when out of the office. Don’t burn your bridges.

Enforcing E-Mail Etiquette Stay abreast of internal policy. Attend available training. When in doubt, ask.

E-Mail Privacy There is no such thing. Be aware of company monitoring systems. Once sent, e-mail cannot be controlled. Protect information from hackers.

Telephone Etiquette Answer calls within three rings. Greet the caller. Identify yourself. Identify your school. Ask how you can help.

Telephone Etiquette Answer with a smile.

Telephone Etiquette Placing callers on “hold”: Ask if the caller minds being placed on hold. Check back with callers so they don’t think you’ve forgotten them. It’s okay if you don’t know the answer immediately. If you need to research, provide an estimate of when you will follow up.

Telephone Etiquette Transferring calls. Avoid transfers whenever possible. Be the caller’s single point of contact for the information you can give. Use your resources. Ask for help.

Telephone Etiquette When transfers are unavoidable: Do not “blind” transfer the call. Provide a phone number in case the call is disconnected. Communicate the customer’s issue prior to transfer. Saves time and frustration.

Telephone Etiquette When transfers are unavoidable… If voice mail reached, give the caller an option. Leave a message. Call back later. Recommend a better time to call back.

Telephone Etiquette Voice mail greetings. Keep greeting updated. Provide detailed information. Alternative contact information. Positive closing.

Telephone Etiquette When leaving a message: Identify yourself. Repeat contact information. Respect privacy. Keep message concise and specific.

Telephone Etiquette Focus your attention on the caller. Use the caller’s name during the conversation. Build rapport with the caller. Speak clearly. Always be polite.

Telephone Etiquette Avoid jargon and acronyms. Avoid eating, chewing or drinking. Respect others. Follow the “golden rule.” Do unto others as you would have them do unto you.

Soft Skills

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Soft Skills