This document provides an overview of soft skills topics including communication skills, listening skills, verbal communication, non-verbal communication, emotion control, work ethic, critical thinking, and conflict resolution. Key points covered include the importance of listening in communication; identifying communication styles; controlling emotions and not unloading on others; maintaining integrity, reliability, and discipline in work; considering who, what, where, when, why, and how in critical thinking; and strategies for confronting problems respectfully rather than people in conflict resolution.

1. SOFTSKILLS
ORIENTATION
Gopi Krishna Nuti
MS, MBA

2. Soft Skills Vs Hard
Skills
Icing and Cake
Icing augments the cake. Does
not improve it.

3. Communication Skills
◦ Listening. Listening is one of the most important aspects of communication.
◦ Verbal Communication
◦ Non-verbal communication.
◦ Stress management.
◦ Emotion control.

4. Listening Skills

5. Listening Skills

6. Listening Skills
Hearing
Understanding
Interpretation
Listening

7. Listening Skills
Interpretation
A scientist was experimenting on a frog.
He put the frog on a table and said “Jump”.
The frog jumped 5 cm
He put it back on the table, cut off one leg and
said “Jump”.
The frog jumped 3 cm
He put it back on the table, cut off a second leg
and said “jump”.
The frog did NOT jump

8. Verbal Communication
◦ Identify your communication style.
◦ Reflect and identify what you are. Not what you wish you are.
◦ 4 styles of communication
◦ Directors/ Dictator/ Persuader
◦ Expressors/ Charmer/ Diplomat
◦ Harmonizers/ Nurturer/ Pleaser
◦ Investigator / Organizer/ Supporter

9. Verbal Communication
◦ Why must you speak when you have nothing to say?
◦ Get to the point, But don’t get overly terse.
◦ Sign post your communication where necessary

10. Straight Talking
◦ Don’t invent expressions just to show off your knowledge
◦ Avoid close ended questions

11. Non verbal communication
◦ Body language
◦ Facial expressions
◦ Maintain eye contact
◦ Eyes are windows to the soul
◦ But don’t stare

12. Emotion Control
◦ We might be the masters of our own thoughts; stil we are the slaves of our emotions.
◦ Don’t allow your emotions to overpower your intelligence.
◦ Don’t unload your emotions on the other person. They are not obligated to listen.
◦ Identify the subconscious drivers that are driving your emotions. Without this, you will never gain control over yourself.

13. Work ethic
◦ Reliability – Keep your commitments
◦ Dedication
◦ Discipline.
◦ Cooperation.
◦ Integrity.
◦ Responsibility.
◦ Professionalism.

14. Poor Work ethic
◦ Embellishment
◦ Procrastination
◦ Shirking responsibility
◦ Making excuses
◦ Lack of integrity
◦ Insults masked under humour
◦ Over confidence
◦ Egotism

15. Critical Thinking
◦ Critical thinking is the ability to think clearly and rationally, understanding the logical connection between ideas.
◦ Who said it?
◦ Someone you know? Someone in a position of authority or power? Does it matter who told you this?
◦ What did they say?
◦ Did they give facts or opinions? Did they provide all the facts? Did they leave anything out?
◦ Where did they say it?
◦ Was it in public or in private? Did other people have a chance to respond an provide an alternative account?
◦ When did they say it?
◦ Was it before, during or after an important event? Is timing important?
◦ Why did they say it?
◦ Did they explain the reasoning behind their opinion? Were they trying to make someone look good or bad?
◦ How did they say it?
◦ Were they happy or sad, angry or indifferent? Did they write it or say it? Could you understand what was said?

16. Conflict resolution

17. Conflict Resolution Strategies
1. Confront the problem. NOT the person
2. Don’t get defensive
1. You have your reasons. They have theirs.
2. Thinking about their reasons does not mean you are conceding defeat.
3. You can disagree with them and be respectful at the same time.
3. Avoid the blame game
1. There need not always be a scapegoat

18. Conflict Resolution Strategies
1. Listen actively
1. Listen to the other person sincerey.
2. Don’t make the statement personal
1. Saying “I don’t think my point is clear” is far better than ”you are not listening to me”
3. Keep your emotions in check
1. Don’t dump your emotions on the other person
4. Keep the compromise option open.
1. Conflict happened because there is a pressing problem for the other person too. So, see what can be a middle ground.
2. Don’t make it a “my way or no way”.

19. Conflict Resolution Strategies
1. Don’t take it personally.
1. Disagreement is not a challenge to your knowledge or to your character
2. Pay close attention to non verbal communication
3. Don’t bring past conflicts when trying to solve the current conflict
4. Cost of Relationship
1. The more arguments you win, the less friends you have

20. Good Luck