CHAPTER 3 - SOFT SKILLS

MEANING OF SOFT SKILLS

• It refers to the cluster of personality traits, social graces,
ability with language, personal habits, etc.
• Soft skill is a set of skills that influence how we interact
with each other.
• It includes abilities such as effective communication,
creativity, analytical thinking, diplomacy, flexibility,
problem solving , leadership , team building and speaking
and listening skills.
• Soft skills are not about the knowledge one possess but
the behaviours one displays in different situation.
• Hard skills are the technical ability that fit the job which
can be acquired in a classroom, books or through online
materials
 NEED FOR SOFT SKILLS
• Hard skills are useless without soft skills.

• Soft skills are harder to learn

• In modern workplace interpersonal communication is

inevitable.

• Customers demand soft skill

• The future of workplace demands soft skills

• More self –confidence , less stress.

 IMPORTANCE OF SOFT SKILLS

• Increased productivity
• Improved teamwork
• Improved employee retention rates
• Improves leadership
• Attracts new clients
• Reduces risks
• Improves customer service
• Increases Sales
 ELEMENTS OF SOFT SKILLS
1. Communication skills-
• Ability to deliver an idea clearly, effectively and with
confidence.
• Ability to practice active listening skills and respond.
• Ability to present clearly and confidently to the
audience.
• Ability to use technology during presentation.
• Ability to communicate with an individual from a
different cultural background.
• Ability to use non-verbal skills.
 ELEMENTS OF SOFT SKILLS
2. Interpersonal skills-
• Ability to understand people and their skills.
• Ability to build and maintain relationships, develop
rapport, and use diplomacy.
• Ability to give and receive constructive criticism.
• Ability to be tolerant and respectful regarding the
opinions of others.
• Ability to empathize with them.
 ELEMENTS OF SOFT SKILLS

3. Negotiation and conflict resolution skills-

• Ability to be apt negotiator.
• Ability to have strong interpersonal skills for conflict
resolution.
• Ability to seek solution.
• Ability to be persuasive and exert influence.
 ELEMENTS OF SOFT SKILLS
4. Creativity, critical thinking and problem solving
skills-
• Ability to identify and analyse problems in a difficult
situation and make justifiable evaluation.
• Ability to expand and improve thinking skills such
as explanation, analysis and evaluate.
• Ability to find ideas and look for alternative
solutions.
• Ability to think beyond and out of the box.
• Ability to make conclusions on valid proof.
• Ability to withstand and give full responsibility.
 ELEMENTS OF SOFT SKILLS
5. Teamwork and team building skills-
• Ability to build a good rapport interact and work
effectively with others.
• Ability to understand an play the role of a leader
and follower alternatively.
• Ability to recognise and respect other's attitude,
behaviour and beliefs.
• Ability to contribute towards planning and
coordinate group work.
• Ability to take responsibility towards group
decisions.
 ELEMENTS OF SOFT SKILLS
6. Positive attitude skills-
• Ability to be enthusiastic and have positive attitude.
• Ability to make others comfortable.
• Ability to be optimistic whenever required.
• Ability to see the brighter side of everything

7. Flexibility and adaptability–

• Ability and willingness to embrace new tasks.
• Ability to accept new challenges calmly.
• Ability to take on extra responsibilities.
• Ability to adapt quickly when plans change.
 ELEMENTS OF SOFT SKILLS
8. Time management skills-
• Ability to manage time.
• Ability to complete tasks within time.
• Ability to set priorities.
• Ability to use time fruitfully.
• Ability to give importance to time as once time is
lost cannot be retrieved.
• Ability to work under pressure, as well as within
tight deadlines.
 ELEMENTS OF SOFT SKILLS
9. Ethics, Morale and Professional Skills-
• Ability to understand the economic crisis,
environmental, social and cultural aspects
professionally.
• Ability to analyse and make problem solving
decisions related to ethics.
• Ability to practice ethical attitude, besides having
the responsibility towards society.
 ELEMENTS OF SOFT SKILLS
10. Leadership skills-
• Ability to have knowledge of the basic theories of
leadership.
• Ability to lead a project.
• Ability to understand and take turns as a leader
and follower alternatively.
• Ability to supervise members of a group.
 Guidelines to improve Soft skills
1. Practice makes man perfect
2. Observe and mimic the positive soft skills seen in
others.
3. Set milestone goals to improve soft skills- Be
SMART
4. Find resources to help learn the soft skills.
 GROOMING MANNERS AND ETIQUETTES
Grooming- Grooming refers to neat and tidy appearance.
It is an art of self presentation and is commonly linked with
an individual’s appearance.

Etiquette- Etiquette refers to behaving in a socially

responsible way. Etiquette refers to guidelines which
control the way a responsible individual should behave in
the society.

Types of Grooming:
Physical: This is all about skin, hair and personal hygiene.
Metaphysical: This is all about personality, body language
and manners & etiquette.
 GROOMING MANNERS AND ETIQUETTES
Guidelines and tips
1.It is about people
2. Peers and subordinates
3. Superiors
4. Meetings
5. On phone and in E-mails
6. Interruptions
7. New employees
8. Appreciation/credit
9. Dressing sense and appearance
10. Introduction
 LISTENING

Meaning and Definition

Listening is a process which involves reception,
awareness and perception

“Listening is an activity that can be turned on and off

consciously or unconsciously. It starts with the
receiver’s becoming aware that he/she should listen
to and become attentive towards what is being said.”
– Leland Brown

ACTIVE LISTENING VS HEARING

 LISTENING
THE LISTENING PROCESS
1. Receiving
2. Interpreting
3. Remembering
4. Evaluating
5. Responding
 LISTENING
IMPPORTANCE OF LISTENING
1. Listening helps to know the organisation
2. Listening helps to make better policies
3. Listening mollifies the complaining employees
4. Listening is important for the success of the open-
door policy
5. Listening helps to spot sensitive areas before they
become explosive.
 LISTENING
ELEMENTS OR TECHNIQUES OF LISTENING
1. Decide to listen
2. Let go of your own personal agenda
3. Be curious
4. Listen with your eyes
5. Listen for the whole message
6. Be patient
7. Listen with respect
8. Feel empathy
9. Manage your own emotions and reactions
10.Test for understanding
Obstacles or Barriers to Listening
1. Distraction
2. Distraction in ones own mind
3. Wandering attention
4. Lack of interest
5. Temptation
6. Criticism
7. Taking notes
8. Emotional blocks
9. Filters
10.Habits
11.External distractions
12.Insufficient attention to nonverbal communication
 EFFECTIVE SPEAKING
Meaning of Effective Speaking
It concerns being able to speak in a public context with
confidence and clarity, whilst at the same time reflecting
on your own personality.
Elements of Good Speaking
1.Clear Pronunciation
2.Brevity
3.Precision yet complete
4.Conviction
5.Logical sequence
6.Appropriate word choice
7.Avoiding hackneyed phrases and cliches
8.Natural voice
 EFFECTIVE SPEAKING
TYPES OF SPEAKING
1. Conversation (about subjective ideas, objective
facts, other people, and oneself)
2. Oral presentation
3. Speeches
4. Dialogue
5. Group discussion
 INTERVIEW SKILLS

MEANING
An interview is a formal meeting in which a person or
persons question, consult or evaluate another person
or persons.

The term interview has been derives from the French

word ‘entreevoir’ means to glimpse or to see each
other
 INTERVIEW SKILLS

TYPES OF INTERVIEW
1. Promotion interview
2. Assessment interview
3. The exit interview
4. Problem interview
5. Non- directional interview
6. Group interview
7. Walk-in-interview
 INTERVIEW SKILLS

GUIDELINES FOR INTERVIEWER

1. Interviewer has to plan the event
2. The interviewer should make every effort to put the
interviewee at ease.
3. Ask the right questions
4. Let the candidate or interviewee do most of the
talking.
5. The interviewer should follow the plan that has been
chalked out before the interview.
6. It is important to emphasise the importance of
listening
 INTERVIEW SKILLS

GUIDELINES FOR INTERVIEWER

7. The interviewer must give his entire attention to the
interviewee.
8. Respect the feelings of the interviewee
9. The interviewer must keep a record of the information
gathered during an interview.
10. The interviewer should also stick to the allocated
time.
 INTERVIEW SKILLS

TECHINIQUES/GUIDELINES FOR INTERVIEWEE

1. Prepare for the interview
2. Presentable appearance
3. Punctuality
4. Listening carefully
5. Confidence in speaking
6. Interest in the employer’s business.
7. Effective use of body language.
8. Correct and complete answers
9. Don’t bluff
 INTERVIEW SKILLS

TECHINIQUES/GUIDELINES FOR INTERVIEWEE

10.Be polite
11. Avoid talking more than necessary
12. Criticism
13. Don’t appear desperate
14. Thank interviewers
15. Ask questions
 ORAL PRESENTATION
MEANING OF ORAL PRESENTATION
• An oral presentation is a short talk on a set topic
given to a group. In an oral presentation one or more
persons give a talk to a group and present views on a
topic based on their readings or research

• It also refers to public speaking

• An effective oral presentation should have an

introduction, main body and conclusion.
 ORAL PRESENTATION

FEATURES OF ORAL PRESENTATION

1. It should have a clear purpose
2. Must be able to address the intended audience at
their level.
3. It should be well-organised, including a clear
introduction, which motivates and previews the talk,
and a summary.
4. Avoid unnecessary details.
5. Use well designed visual aids and other media.
6. Engage the audience.
7. End on time.
 ORAL PRESENTATION
FORMAT AND STRUCTURE OF ORAL PRESENTATION
A. Pre-Presentation Preparation
1. Selection of a topic
2. State the objective
3. Prepare an outline
4. Narrow down the scope
5. Collect material and data
6. Prepare a rough draft
7. Use audio-visual aids
8. Rehearse
9. Take care of the 6 questions- What, Why, When, How,
Where and Who.
 ORAL PRESENTATION
FORMAT AND STRUCTURE OF ORAL PRESENTATION
B. During the Preparation
1. Be clear and organised
2. Be Simple
3. Furnish concrete details
4. Cultivate effortless grace and naturalness.
5. Enrich ones mental equipment
6. Be brief
7. Be informal
8. Be enthusiastic
9. Mind the non-verbal language
 ORAL PRESENTATION
FORMAT AND STRUCTURE OF ORAL PRESENTATION
B. During the Preparation
10. Remembers that fact and figures are not enough
11. Control your own emotions while making an emotional
appeal.
12. Share significant experiences and expertise with the
Listeners.
13. Dressing appropriately
14. Introducing oneself
15. Using the Right Language
16. Talking with the right attitude
17. Narrating anecdotes and humorous events
 ORAL PRESENTATION
FORMAT AND STRUCTURE OF ORAL PRESENTATION
B. During the Preparation
18. Speaking in a moderate speed
19. Using pictures in the slides
20. Thanking the audience

C. After the Presentation

1. Analyse and introspect
2. Methods to overcome flaws
 ORAL PRESENTATION
COMMON PROBLEMS WITH ORAL PRESENTATION
1. No proper introduction
2. Rehearsing is not done
3. Rectification
4. Being over-enthusiastic
5. Conclusion is not proper
6. No command over language
7. Too much of non-verbal communication
8. Lack of subject knowledge
9. Lack of knowledge for using audio-visual means
 ORAL PRESENTATION
REMEDIES TO OVERCOME PROBLEMS OF ORAL
PRESENTATION
1. Lack of preparation for presentation
2. Stage fear and anxiety
3. Nervousness
4. Other technique is being ourselves
5. Communication
 GROUP DISCUSSION
MEANING OF GROUP DISCUSSION
• Group discussion, as the term itself suggests, is a
discussion by and among a group of people on a topic
of current and controversial nature.
• It is mostly unstructured.
• It is also used to judge the knowledge of each
candidate, time management, leadership quality,
behaviour, etc.
 GROUP DISCUSSION
DO’s OF GROUP DISCUSSION
1. Keep to the point
2. Original points
3. Don’t get depressed or worry
4. Active listening
5. Logical flow
6. Accurate statement
7. Voice modulation
8. Flexibility
9. Considerate
10.Initiate discussion
11. Raise question
 GROUP DISCUSSION
DO’s OF GROUP DISCUSSION
12. Grab the opportunity to speak
13. Argument refuted
14. More than one person speaking
15. Active participant
16. Initial briefing
17. Eye contact
18. Attentiveness
19. Confidence
20. Non verbal communication
21. Derailment of views
22. Energetic and crisp voice
 GROUP DISCUSSION
DO’s OF GROUP DISCUSSION
23. Flow of discussion
24. Knowledge on topic discussed
25. Selection of topic
26. Not impressive
27. Practice makes man perfect
 GROUP DISCUSSION
DON’Ts OF GROUP DISCUSSION
1. Don’t initiate the discussion if you don’t have sufficient
knowledge.
2. Don’t over speak , intervene and snatch others chance
to speak.
3. Don’t argue and shout
4. Don’t look at evaluators
5. Don’t talk irrelevant things and distract the discussion
6. Don’t pose negative body gestures like touching the
nose, leaning back on the chair or knocking the table
with a pen etc.
 GROUP DISCUSSION
DON’Ts OF GROUP DISCUSSION
7. Don’t display low self- confidence with shaky voice and
trembling hands.
8. Don’t try to dominate the discussion
9. Don’t put others in an embarrassing situation by asking
them to speak even if they don’t want to.
 PROBLEM SOLVING SKILLS
MEANING
Problem solving skills are often referred to the ability to
handle difficult or unexpected situations in the workplace
and in normal life as well as complex business challenges.

DEFINITION

It is the act of defining a problem; determining the cause of

the problem; identifying, prioritizing, and selecting
alternatives for a solution; and implementing a solution.
 PROBLEM SOLVING SKILLS
STEPS OR PROCESS IN PROBLEM SOLVING
1. Problem definition
2. Problem analysis
3. Generating possible solutions
4. Analysing the solutions
5. Selecting the best solutions
6. Implementing solution and follow up.
 PROBLEM SOLVING SKILLS
PROBLEM SOLVING SKILLS
1. Active Listening.
2. Analytical thinking skills
3. Research
4. Creativity and lateral thinking
5. Communication
6. Dependability
7. Decision making
8. Team- Building
9. Emotional intelligence
10.Risk management
 PROBLEM SOLVING SKILLS
CHALLENGES AND OBSTACLES IN PROBLEM
SOLVING SKILLS
1. Problems or difficulty in prioritizing problems
2. Resistance to change or new ways of doing things
3. Not following the solutions
4. Enough time to resolve the problem
5. Not measuring progress
6. Changing external factors causing the need to rethink
or revise solutions.
7. Inexperience in handling and solving problems
8. Not wanting to deal with uncertainty
 PROBLEM SOLVING SKILLS

GUIDELINES TO IMPROVE PROBLEM SOLVING

SKILLS
1. Inculcate all the problem skills
2. Acquire more technical knowledge in respective field
3. Seek out opportunities to solve problems
4. Reading about problem solving techniques and tools
5. Practicing different problem solving methods
6. Follow the steps of problem solving
7. Observe others solve problem
 TIME MANAGEMENT

MEANING AND DEFINITION

• Time management is the act or process of planning and
exercising conscious control over the amount of time
spent on specific activities, especially to increase
effectiveness, efficiency or productivity.

• Time management refers to managing time effectively

so that the right time is allocated to the right activity.
 TIME MANAGEMENT

ELEMENNTS OR PRINCIPLES OF EFFECTIVE TIME

MANAGEMENT

1. Effective planning
2. Setting goals and objectives
3. Setting deadlines
4. Delegation of responsibilities
5. Prioritising activities as per their importance
6. Spending the right time on the right activity.
 TIME MANAGEMENT

IMPORTANCE AND NEED OF TIME MANAGEMENT

1. Time cannot be retrieved

2. Proper use of time
3. Priorities
4. Helps to make conscious choices
5. Giving importance to smallest work
6. More productive
7. Helps to avoid distractions
 TIME MANAGEMENT

STEPS IN EFFECTIVE TIME MANAGEMENT

1. Plan and organise

2. Set goals
3. Prioritise
4. Make a workable timetable
5. Stick to schedule and be disciplined
6. Use a timer
7. Be flexible
8. Be focused
9. Avoid procrastination
 TIME MANAGEMENT

ADVANTAGES OF TIME MANAGEMENT

1. Time management boosts punctuality

2. Time management helps to be organised
3. Time management boosts the morale of he manager
4. Time management helps to realise goals and objectives
5. Time management leads to success of individual and
organisation.
6. Time management results in good planning
7. Time management helps in prioritising of work
 TIME MANAGEMENT

DISADVANTAGES OF TIME MANAGEMENT

1. Procrastination
2. Habitual lateness
3. Overextension
 TIME MANAGEMENT
TIME MANAGEMENT TECHNIQUES
1. Fix meeting slots during working hours
2. Handle paper properly
3. Limit the length of interruptions
4. Create a time log
5. Do what is most important
6. Make lists- But not lists of lists
7. Communication
8. Embrace delegation
9. Stop working in crisis mode
10.Prevent recurring ‘Emergencies’
11.Let employees solve the problem
END OF CHAPTER 3