Scribd
Upload
2K views10 pages

Soft Skills: BPO

Soft skills refer to personality traits, social graces, communication skills, and habits that characterize interactions with other people. Examples include interpersonal skills like teamwork, leadership, cultural sensitivity, and personal qualities like integrity, self-esteem, and sociability. Hard skills are technical expertise in areas like software, hardware, and systems. To be successful, one must merge both soft skills like communication, adaptability, and continuous learning with hard skills. This allows one to achieve tasks with a positive attitude and commitment to excellence.

Uploaded by

Tariq Hayat
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPT, PDF, TXT or read online on Scribd
2K views10 pages

Soft Skills: BPO

Soft skills refer to personality traits, social graces, communication skills, and habits that characterize interactions with other people. Examples include interpersonal skills like teamwork, leadership, cultural sensitivity, and personal qualities like integrity, self-esteem, and sociability. Hard skills are technical expertise in areas like software, hardware, and systems. To be successful, one must merge both soft skills like communication, adaptability, and continuous learning with hard skills. This allows one to achieve tasks with a positive attitude and commitment to excellence.

Uploaded by

Tariq Hayat
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPT, PDF, TXT or read online on Scribd
You are on page 1/ 10

SOFT SKILLS

Soft skills refer to the cluster of:

• Personality traits
• Social graces
• Facility with language
• Friendliness
• Personal habits
• Optimism
EXAMPLES OF SOFT SKILLS

• Personal qualities
• Interpersonal skills
PERSONAL QUALITIES

Responsibility,
Self-esteem,
Sociability,
Self-management
Integrity/honesty.
INTERPERSONAL SKILLS

Participates as a member of the team


Teaches others
Serves Client / Customers
Exercises Leadership
Negotiates
Works with cultural diversity
Hard Skills or Smart Skills

An agents expertise and ability in


dealing with hardware, software, and
systems technologies.
MERGE SOFT AND HARD SKILLS
TO ACHIEVE TASK.
HOW?
ACT AS:
team player
effective communicator
adaptable to change
positive/flexible attitude
continuous learner
self-confident
willing to take risks
committed to personal excellence
SIMPLE FORMULA IS :

Soft skills Hard skills

Task achieved Attitude

Values
TIPS TO SUCCESS
TELEPHONE ETIQUETTES
Answer the phone promptly
Identify yourself and the library
Speak clearly
Ask for caller’s name
Listen without interrupting
If you don’t know the answer to the
question, find someone who does, don't
guess

You might also like