GS_SOFT SKILLS BASICS.ppt

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Soft Skill

SOFT SKILLS

Soft skills refer to the
cluster of:
• Personality traits
• Social graces
• Facility with language
• Friendliness
• Personal habits
• Optimism

EXAMPLES OF SOFT
SKILLS
1. Personal qualities
2. 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

Hard skills
Attitude
Values
Task achieved
Soft skills
SIMPLE FORMULA IS :

ADDITIONAL: TIPS TO SUCCESS
CALL ANSWERING ETIQUETTES
• Answer the phone promptly
• Identify yourself and the company
• 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

GS_SOFT SKILLS BASICS.ppt

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2. Soft skills refer to the cluster of: • Personality traits • Social graces • Facility with language • Friendliness • Personal habits • Optimism

3. EXAMPLES OF SOFT SKILLS 1. Personal qualities 2. Interpersonal skills

4. PERSONAL QUALITIES • Responsibility, • Self-esteem, • Sociability, • Self-management • Integrity/honesty.

5. INTERPERSONAL SKILLS • Participates as a member of the team • Teaches others • Serves Client / Customers • Exercises Leadership • Negotiates • Works with cultural diversity

6. Hard Skills or Smart Skills • An agents expertise and ability in dealing with hardware, software, and systems technologies.

7. MERGE SOFT AND HARD SKILLS TO ACHIEVE TASK. HOW?

8. ACT AS: • team player • effective communicator • adaptable to change • positive/flexible attitude • continuous learner • self-confident • willing to take risks • committed to personal excellence

9. Hard skills Attitude Values Task achieved Soft skills SIMPLE FORMULA IS :

10. ADDITIONAL: TIPS TO SUCCESS CALL ANSWERING ETIQUETTES • Answer the phone promptly • Identify yourself and the company • 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