Soft Skills

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Soft Skills

  1. 1. Soft Skills & Communication Articulating needs & steps to address them Anthony Joseph Director – Human Resources
  2. 2. Soft skills are The hardest to acquire Impossible to practice Unless these become habits
  3. 3. Soft Skills – what are they? Communication Time Management Commitment Assertiveness Team work Dining Table Manners Personal Grooming Initiative Relationships Conflict Resolution Integrity Civic & Traffic Sense Business & Social Etiquette
  4. 4. Soft Skills : making a start <ul><li>Communication </li></ul><ul><li>Team Work </li></ul><ul><li>Commitment </li></ul><ul><li>Integrity </li></ul><ul><li>Assertiveness </li></ul><ul><li>Emotional Competence </li></ul>Touching on some soft skills that are critical for success in the business world
  5. 5. Communication – Situations <ul><li>Verbal / Written </li></ul><ul><li>One-on-one meetings </li></ul><ul><li>In groups ( Team meetings; .. In the corridors ) </li></ul><ul><li>At a forum </li></ul><ul><ul><li>As a leader </li></ul></ul><ul><ul><li>As participant </li></ul></ul><ul><li>With clients </li></ul><ul><li>With global colleagues </li></ul><ul><li>On conference calls </li></ul><ul><li>Written </li></ul><ul><li>E-mail </li></ul><ul><li>Notice Boards </li></ul><ul><li>Reports </li></ul><ul><li>Status Updates </li></ul><ul><li>Listening skills </li></ul><ul><li>One-on-one meetings </li></ul><ul><li>In groups </li></ul><ul><li>On conference calls </li></ul>
  6. 6. Verbal / Written Communication <ul><li>Clarity & Simplicity is the key </li></ul><ul><li>Use understandable language </li></ul><ul><li>Be precise / Use bullets </li></ul><ul><li>Take up one item / idea at a time </li></ul><ul><li>Must state the action required , by whom and by which time </li></ul><ul><li>Be careful of the p’s & q’s </li></ul>
  7. 7. Listening Skills <ul><li>Allow someone / the speaker to complete </li></ul><ul><li>Understand what is being said </li></ul><ul><li>Agreeing or asking for clarifications </li></ul><ul><li>Asking / clarifying the next steps or actions </li></ul><ul><ul><li>Even when we agree, we start a sentence with “No, but….” </li></ul></ul>
  8. 8. Non Verbal Communication <ul><li>This is at least as important as verbal communication </li></ul><ul><li>Attire & personal grooming </li></ul><ul><li>Personal & business etiquette </li></ul><ul><li>Social behavior </li></ul><ul><li>Eye contact </li></ul><ul><li>Posture & gestures </li></ul>
  9. 9. Team Work and Relationships <ul><li>Built on communication, behavior & delivery </li></ul><ul><li>The need to balance relationships with delivery schedules implies the need for </li></ul><ul><ul><li>Trust </li></ul></ul><ul><ul><li>Cooperation </li></ul></ul><ul><ul><li>Clarity regarding goals and </li></ul></ul><ul><ul><li>Communication </li></ul></ul><ul><ul><li>Providing and Receiving feedback </li></ul></ul>
  10. 10. Assertiveness : <ul><li>Necessary to say a firm YES or NO </li></ul><ul><li>Remember NO does not mean NEVER </li></ul><ul><li>If something will take Six weeks, say Six weeks ; don’t agree to 2 weeks </li></ul><ul><li>Ask tough questions professionally </li></ul><ul><li>Be a professional, not a MARTYR </li></ul>
  11. 11. Integrity <ul><ul><li>Honest </li></ul></ul><ul><ul><li>Upfront </li></ul></ul><ul><ul><li>Dependable </li></ul></ul><ul><ul><li>Reliable and </li></ul></ul><ul><ul><li>Absence of deceit </li></ul></ul><ul><ul><li>whether or not anyone is ‘policing’ </li></ul></ul><ul><li>Integrity at home, work, social / civic contexts </li></ul>
  12. 12. Commitment <ul><ul><li>“ Total Completion” implies </li></ul></ul><ul><ul><li>Accuracy </li></ul></ul><ul><ul><li>Acceptable quality </li></ul></ul><ul><ul><li>Timeliness </li></ul></ul><ul><ul><li>Any expected or known delay should be communicated sooner rather than later ! </li></ul></ul>
  13. 13. Emotional Competence <ul><li>Emotional competence is the requirement to manage ambiguity and stress. </li></ul><ul><li>This involves: </li></ul><ul><ul><li>Personal Competence - How we manage ourselves </li></ul></ul><ul><ul><li>Social Competence - How we handle relationships </li></ul></ul>
  14. 14. The Convergys Experience <ul><li>“ Operating in a Global Environment” </li></ul><ul><li>- Mandatory program for all employees </li></ul><ul><li>Focuses on: </li></ul><ul><li>Diversity awareness & appreciation </li></ul><ul><li>Communication skills </li></ul><ul><li>Team work , Assertiveness , Self awareness </li></ul><ul><li>Conducted at multiple locations simultaneously with cross boundary peer group mentoring </li></ul>
  15. 15. <ul><li>Questions ? </li></ul>Soft Skills & Communication
  16. 16. <ul><li>Thank you . </li></ul>www.convergys.com

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