SOFT SKILLS

COMMUNICATION SKILLS• Communication is the art of transmitting

information, ideas and attitudes from one person to another.

• Verbal communication: face to face, telephone, radio and other media.

• Non verbal communication: body language, gesture, how we dress or act.

• Written communication: letters, emails,books,magazines or internet

• Visualizations: graphs,charts,maps,logos and other visualization can communicate messages

COMMUNICATION TRILOGY

SIX ‘C’ OF GIVING GOOD INFORMATION

ASSERTIVE SKILLS•Assertiveness is about self confidence which means having a positive attitude towards yourself and others.•Positive attitude and Assertive behavior: Respect for self and towards others Take responsibility for self Motivated to do a good job İnterested in others’ feelings and thought Ask questions Honest and direct Listen to others Ask others for feedback

ASSERTIVENESS IN ORGANISATIONS

Assertiveness Need to dealing with

Personal identity Their selves

Satisfaction from exercising skills Their colleagues

Satisfaction from helping people Their subordinates

Social environment Clients or customers

ETIQUETTE

Etiquette is defined as good behaviour which distinguishes human beings from animals.Business etiquetteEmail etiquetteTelephone etiquette

BUSINESS ETIQUETTEIntroduce others A handshake is still professional standardAlways say “please” and “thank you”Don’t interruptWatch your languageAcknowledge othersBe on time

EMAIL ETIQUETTE•We all interact with the printed words as though it has a personality•That personality makes positive and negative impressions upon us•Use proper formatting, spelling,grammar•Subject line is a quick summary of what your email discusses•Read your email before sending•Don’t leave out the subject line•Don’t attach unnecessary files

TELEPHONE ETIQUETTE•Before you answer, be prepared

Have your computer switched on.Have pens, pencils, and notepad ready

•In answering the phone:Answer calls promptly by the second or third ring.Smile as you pick up the phone.Use your “telephone” voice, controlling your volume and speed.Project a tone that is enthusiastic, natural, attentive and respectful.Greet the customer, and identify your company and yourself.

Customer forms a mental PICTURE of you

P – PITCH

I – INFLECTION

C – COURTESY

T – TONE

U - UNDERSTANDING

R – RATE

E - ENUNCIATION

Pitch: sound whose frequency is clear and stable enough to distinguish from noise.Inflection: modification of word to express different grammatical categories such as tense, voice,mood and aspect.Courtesy: showing politeness in one’s attitude and behavior towards otherTone: give greater strength or firmnessUnderstanding: mental graspRate: assign a standardEnunciation: act of speaking clearly and concisely..

LISTENING SKILLS

Listening is the process receiving, constructing meaning from, and respond with thoughtful attention

Listening skills are important Improves relationship Improves our knowledge Improves our understanding Saves time and energy Leads to better result

LEADERSHIP SKILLSA leader’s specific roles are determined through four basic leadership responsibilities

DirectingCoachingSupportingDelegating

PROBLEM SOLVINGGreat leaders are, at their core, great problem solvers.COMMUNICATE TRANSPARENTLY-When there's a problem, it's important that everyone feel able to express their concerns and opinions freelyBREAKDOWN SILOS-Workplace problems frequently arise from organizational boundaries. Breaking down those barriers FOSTER AN OPEN_MINDED CULTURE-to make the organization and the people it serves better its essential to have open-minded and positive people in the office, and that's the leader's responsibility.ALWAYS HAVE PLAN OF ACTION-When trouble hits, they know from past encounters how to work with the right people and resources to reach a solution.

DECISION MAKINGThe thought process of selecting a logical choice from the available options.

MANAGEMENT SKILLSThe ability to manage people is the foundation of organizational success. It includesAchieving goalsEffectiveness of managerEmotional intelligenceMotivational skillsPositive attitudeStress management

S

STRESS MANAGEMENTStress management means trying to control and reduce the tension that occurs

BEHAVIOURAL SKIILSBehavioral skills are the skills we use to successfully interact with others in workplace.Body languageConfidence buildingPositive thinking Self esteemTeam workTime management

BODY LANGUAGEBody language refers to various form of nonverbal communication.These behaviour includes FACIAL EXPRESSION-Facial expression is integral when expressing emotions through the body. Combinations of eyes, eyebrow, lips and cheek movements help form different moods of an individual (e.g. happy, sad, depressed, angry, etc.BODY POSTURE-Emotions can also be detected through body postureGESTURE-Gestures are movements made with body parts (e.g. hands, arms, fingers, head, legs)HANDSHAKE-Handshakes are regular greeting rituals and are commonly done on meeting, greeting, offering congratulations or after the completion of an agreement

CONFIDENCE BUILDINGSelf confidence is having confidence in oneselfDoing what you believe to be right even if others mock, criticize you for it.Being willing to take risks and go to the extra mile to achieve better things.Admit your mistakes and learn from them

POSITIVE THINKING

TIME MANAGEMENTTime management is the act or process of planning and exercising conscious control over the amount of time spend on specific activities.BenefitsStress anxiety reductionWork become easierIncreased productivity, creativityAchieving goals in timely manner