2. SKILLS
Hard skills are teachable and measurable
abilities, such as writing, reading, math or ability
to use computer programs. By contrast, soft skills
are the traits that make you a good employee,
such as etiquette, communication and listening,
getting along with other people.
Dictionary meaning of soft skills
Personal attributes that enable someone to
interact effectively and harmoniously with other
people.
4. WHAT ARE SOFT SKILLS?
Soft skills are character traits and interpersonal
skills that characterize a person's relationships
with other people
Soft skills are personality traits and behaviours.
Unlike technical or ‘hard’ skills, soft skills are not
about the knowledge you possess but the
behaviours you display in different situations.
Its a sociological term which refers to the cluster
of personality traits, social graces, ability with
language, personal habits etc.
It includes any skill that can be classified as a
personality trait or habit or bahaviour.
5. Need of 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 skills.
The future of workplace demands soft skills.
More Self-confidence, Less stress.
6. Importance of soft skills
Improves productivity
Improves teamwork
Improved retention rates
Improved employee satisfaction
Improves Leadership
Attracts new clients
Reduces Risks
Helps grow network
Distinguish you from other
Improves customer service
Increases sales of a company
7. Elements of soft skills
1. Leadership Skills
2. Communication skills
3. Interpersonal Skills
4. Negotiation and conflict resolution skills
5. Creativity, critical thinking and problem
solving skills
6. Team work and team building skills
7. Positive attitude skills
8. Flexibility and adaptability
9. Time management skills
10. Ethics, Morale and professionalism skills
8. 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
4. Find resource to help learn the soft skills
9. Manners and Etiquettes
Grooming
Manners are polite behavior. These types of
behavior are rather general. From childhood onwards
children are taught good manners by parents and also
in schools. This highlights the importance given to
good manners within the societal context. As the child
grows, he internalizes good manners that then
become a part of their behavior. For example:
Saying ‘Thank you’ after receiving something, saying
‘please’ when requesting something, saying ‘sorry’
one you have hurt someone, respecting elders are all
manners that are taught to children at a very small
age.
When an individual displays good manners, he is
considered as a well brought up person. This
highlights that Etiquette and manners are not the
same but refer to two different things.
10. Etiquette refers to the code of polite behavior in
society. Unlike manners, etiquette is a specific
code of behavior. Etiquette is considered as the
superior of the two as it goes beyond the
understanding of manners. However, if a person
has no manners, one cannot expect him to have
etiquette. This is because it is on the foundation
of good manners that etiquette is being nurtured.
Unlike manners, in order to learn etiquette, one
must make a conscious effort.
11. Basic rules of Etiquette
It is about people
Peers and subordinates
Superiors
Meetings
On phone and in Emails
Interruptions
New employees
Appreciation/Credit
Dressing Sense and Appearance
Introduction
12. Key Differences between Etiquette and
Manners
The primary difference between etiquette and
manners is that etiquette includes specific rules of
conduct, while manner is more generalized.
Etiquette means some specific rules or codes of
behaviour but manners are the ways how you
perform those rules.
We learn manners from childhood through
instruction and socialization, but we learn
etiquette especially with conscious efforts.
Manners lay the foundation for an individual
13. Common errors people make in
business dressing
Ill-Fitting Clothes − Clothes too big give you a bloated look and too
tight fitting clothes accentuates the body in a non-formal way. In a
meeting, you would not want the attention to shift from you and your
presentation towards your clothes.
Wearing Short Skirts/Sleeves − Short skirts and sleeves draw
attention to your legs and hands when you sit down. That diverts the
attention of the listeners and appears unprofessional.
Wearing Short Socks − Short socks, or drooping socks expose skin
and that distracts attention while crossing legs or sitting down. Always
go for socks that cover 3/4th the distance from the ankle to the knee.
Avoid wearing white socks as they immediately draw notice towards
themselves.
Low-Cut or Plunging Tops − Just as with short skirts, this distracts an
interviewer and looks very out of place in a professional environment
that requires a conservative dress code.
Improper Color Choices − Colors, like green, yellow, red, etc., do not
go down well in corporate circles. They not only draw attention towards
themselves but also look unprofessional.
Clothes with Quotes, Pictures or Designs − This lends a very
informal and non-serious look to the interviewee. There is always a risk
of people associating the slogans and mottos on the t-shirts to be your
14. Poorly-Maintained Shoes − Shoes are a very important
part of your business attire. Shoes, in a way, announce
your arrival even before you interact with someone, so
naturally, it draws a lot of attention. It is for this reason that
your shoes should be always clean and polished.
Not Dressing Formally For Business Social Events −
Even dinners at the boss’ house are formal business
occasions. So, dress accordingly. The general rule about
informal business dressing is that it should be treated as
formal clothing.
Improper Grooming − Unclipped nails, odorous breath
and unkempt hair are all red-checks. If you are one of
those who perspire profusely, use anti-sweat deodorants.
However, keep in mind that the meetings will be mostly in
air-conditioned rooms with very less chance of fresh air
entering the room. So, wear a perfume or deodorant of a
mild fragrance.
15. Effective Listening
Listening is the ability to accurately receive and
interpret messages in the communication process.
Listening is key to all effective communication,
without the ability to listen effectively messages are
easily misunderstood.
Listening is a skill of critical significance in all aspects
of our lives—from maintaining our personal
relationships, to getting our jobs done, to taking notes
in class, to figuring out which bus to take to the
airport.
To be a successful listener, it’s important to
understand that listening involves more than just
hearing the words that are directed at us. Listening is
an active process by which we make sense of,
assess, and respond to what we hear.
16. LISTENING
Define:
Listening is a process of receiving interpreting and
reacting to the message received from the
communication sender
What is Listening?
Listening is not just about being Quiet while someone
else is speaking.
Listening is with the Mind.
Hearing with the senses.
Listening is conscious.
To improve our interpersonal & oral exchange. Just
Listening to words is not enough; a good Listener has
to pay attention to the non-verbal communication of
the speaker.
17. Elements or techniques of
listening
Decide to listen
Let go of your own personal agendas
Be curious
Listen with you eyes
Listen for the whole message
Be patient
Listen with respect empathy
Manage your own emotions ad reactions
Test for understanding
19. Process of listening
Receiving : Is the intentional focus on hearing a speaker’s
message. This stage is represented by the ear because it
is the primary tool involved with this stage of the listening
process.
Understanding: is the stage during which the listener
determines the context and meanings of the words that are
heard through a process called decoding. Understanding
or comprehension occurs when the listener’s
determination of the context and meanings of the words
matches the speaker’s message
Remembering Stage In the listening process, the
remembering stage occurs as the listener categorizes and
retains the information he or she has gathered from the
speaker for future access. If the listener has been
attending, understanding, and evaluating, chances are the
result will be stored memory— allowing the listener to
record information about people, objects, and events for
20. Evaluating : This stage of the listening process is the
one during which the listener assesses the
information they received, both qualitatively and
quantitatively. Evaluating allows the listener to form
an opinion of what they heard and, if necessary, to
begin developing a response. e Responding Stage
Responding/feedback : is the stage of the listening
process in which the listener provides verbal and/or
nonverbal reactions based on short- or long-term
memory. Nonverbal responses such as nodding or
eye contact allow the listener to communicate his or
her level of interest without interrupting the speaker,
thereby preserving the speaker/listener roles. When a
listener responds verbally to what they hear and
remember—for example, with a question or a
comment—the speaker/listener roles are reversed, at
least momentarily.
21. Importance of Listening
1. Listening helps to Know the organization.
2. Listening helps to make better policies.
3. Listening mollifies the complaining employees.
4. Listening is important for the success of the
open-door.
5. Listening helps to spot sensitive areas before
they become explosive.
23. What is Speaking
What is Speaking?
Speaking is the delivery of language through the
mouth. To speak, we create sounds using many parts of
our body, including the lungs, vocal tract, vocal chords,
tongue, teeth and lips.
This vocalized form of language usually requires at least
one listener. When two or more people speak or talk to
each other, the conversation is called a "dialogue".
Speech can flow naturally from one person to another in
the form of dialogue. It can also be planned and
rehearsed, as in the delivery of a speech or presentation.
Of course, some people talk to themselves!
Speaking can be formal or informal:
Informal speaking is typically used with family and friends,
or people you know well.
Formal speaking occurs in business or academic
situations, or when meeting people for the first time.
24. Elements of Speaking
Clear pronunciation
Conviction
Logical sequence
Appropriate word choice
Natural voice
Avoid using phrases
Keep short and simple
Brevity
Precision yet complete
25. Qualities of a good speaker.
Speaking is how you can share your ideas with a large
number of people, stand out from the corporate crowd, and
get visibility in your field.
Essential Qualities of good speakers are:
Confidence
Passion
Be yourself
Voice modulation
Keep it short and sweet
Connect with your audience
Paint a picture to story telling
Repition
Just practice
26. Types Of Speaking
Conversation
Speeches
Oral presentation
Group discussion
Dialogue
27. Group Discussion
A group discussion is a discussion between a group
of participants on a given subject. A group discussion
typically forms a part of the selection process used by
organisations and educational institutions.
The candidates talk about the given topic to present
facts, opinions and conclusions.
Employers use this technique to screen candidates
and assess their soft skills.
In a typical group discussion activity, the panellists or
moderators will introduce themselves and give you
instructions about the process. The group will then get
about 10-15 minutes to think and prepare about the
subject and approximately 30 minutes to discuss it.
28. The time limits can vary from process to process.
Panellists use an evaluation sheet for rating the
performance of the candidates based on a
predetermined marking rubric
GD is also based on teamwork, incorporating
views of different team members to reach a
common goal. So, a group discussion refers to a
communicative situation that allows its
participants to share their views and opinions with
other participants..
29. Importance Of Group
Discussion
Group discussions are important because they
help the evaluator:
To judge whether the candidate is fit for the job
To test whether the candidate is a good team
player
To assess the candidate's communication skills
To check whether the candidate is comfortable
speaking spontaneously on any subject
To gauge the candidate's diction and
pronunciation
To evaluate the body language and posture along
with general composition and maturity
30. Dos And Don'ts of GD
Keep to the point
Don’t get depressed
Be an active listener
Logical flow
Accurate statement
Voice modulation
Flexibility
Have empathy
Initiate discussion
Raise question
Grab the opportunity to speak
Have eye contact
Confidence
Body language
Energetic voice
31. Don’t argue
Don’t shout
Don’t intervene let others speak
Don’t talk irrelevant
Don’t try to dominate
Don’t put others in an embarrassing situation.
32. Interview
An interview is a structured conversation where one
participant asks questions, and the other provides
answers.
Gary Dessler states, “Interview is a selection
procedure designed to predict future job performance
based on applicants’ responses to oral inquiries.”
In common parlance, the word "interview" refers to a
one-on-one conversation between an interviewer and
an interviewee. The interviewer asks questions to
which the interviewee responds, usually providing
information. That information may be used or
provided to other audiences immediately or later.
In organizations or companies, interviews are
generally conducted to test the interviewee, check
their domain knowledge, examine their skills,
scrutinize their behavior and attitude, and many other
aspects that are required to fulfill organizational
33. Types of Interview
1. Unstructured (Non-directive) Interview
In unstructured interviews, there is generally no set format to
follow so that the interview can take various directions. The lack
of structure allows the interviewer to ask follow-up questions and
pursue points of interest as they develop.
An unstructured interview is an interview where probing, open-
ended questions are asked. It involves a procedure where
different questions may be asked to different applicants.
2. Structured (Directive) Interview
In structured interviews, the interviewer lists the questions and
acceptable responses in advance and may even rate and score
possible answers for appropriateness.
An interview consisting of a series of job-related questions asked
consistently of each applicant for a particular job is known as a
structured interview.
A structured interview typically contains four types of questions.
34. Situational questions: Pose a hypothetical job
situation to determine what the applicant would
do.
Job knowledge questions: Probe the
applicant’s job-related knowledge.
Job-sample simulation questions: Involve
situations where an applicant may be required to
perform a sample task from the job.
Worker requirements questions: Seek to
determine the applicant’s willingness to conform
to the job requirements.
35. 3. Situational Interview
In a situational interview, you ask the candidate
what his or her behavior would be in a given
situation.
4. Behavioral Interview
In a behavioral interview, you ask applicants to
describe how they reacted to actual situations in
the past.Candidates are asked what actions they
have taken in prior job situations similar to
situations they may encounter on the job.
5. Job-related Interview
In a job-related interview, the interviewer asks
applicants questions about relevant past
experiences.
36. 6. Stress Interview
In a stress interview, the interviewer seeks to make the applicant
uncomfortable with occasionally rude questions.
The aim is supposedly to spot sensitive applicants and those
with low or high-stress tolerance.
7. Panel Interview (Board Interview)
A panel interview, also known as a board interview, is conducted
by a team of interviewers who interview each candidate and then
combine their ratings into a final score.
8. One-On-One Interview
In a one-on-one interview, one interviewer meets one candidate.
In a typical employment interview, the applicant meets one-on-
one with an interviewer.
9. Mass Interview (Group Interview)
The mass/group interview is a relatively new technique in the
west and is almost unknown. It is a procedure for the discovery
of leadership.
10. Phone Interview
Employers do some interviews entirely by These can be more
accurate than face-to-face interviews for judging an applicant’s
conscientiousness, intelligence, and interpersonal skills.
37. Features of good interview
An interview should be objective oriented.
Make the narrator as comfortable as possible; polite,
friendly behavior will put your interviewee at ease.
Begin the interview with a few simple questions that
the interviewee can answer easily and comfortably.
Ask as many open ended questions as possible.
Ask questions one at a time and do not rush the
interviewee to respond. Allow the interviewee time to
think and respond.
Listen actively to the interviewee’s answers and then
ask follow up questions
Do not rush the end of the interview. Have a good
closing question that helps the interviewee summarize
or come to a conclusion.
38. Guideline for interviewer
1. The 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. As a corollary to the preceding point, it is important to
emphasis the importance of listening
7. The interviewer must give his entre attention to the
interviewee
8. Respect the feeling 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
39. Guideline for interviewee
Prepare for the
interview
Presentable
appearance
Punctually
Listening carefully
Confidence in speaking
Interest in the
employer’s business
Effective use of body
language
Correct and complete
answers
Don’t buff
Be polite
Avoid talking more than
necessary
Criticism
Don’t appear desperate
Thank interviewers
Ask questions
40. Oral Presentation
A presentation is a means of communication
that can be adapted to various speaking
situations, such as talking to a group,
addressing a meeting or briefing a team.
Presentations usually require
preparation, organization, event planning, writing,
use of visual aids, dealing with stress, and
answering questions. “The key elements of a
presentation consists of presenter, audience,
message, reaction and method to deliver speech
for organizational success in an effective
manner.”
41. Features of oral presentation
Has a clear purpose
Addresses the intended audience at their level
Is well-organized, including a clear introduction,
which motivates and previews the talk, and a
summary
Avoids unnecessary details
Uses well-designed visual aids (and other) media
Engages the audiences
Ends on time
42. Common problems with oral
presentation
No proper introduction
Rehearsing is not done
Rectification
Being over-enthusiastic
Conclusion is not proper
No command over language
Too much of non-verbal communication
Lack of subject knowledge
Lack of knowledge for using audio-visual means
43. Remedies to overcome problems
of oral presentations
Lack of preparation for presentation
Stage fear and anxiety
Nervousness
Be yourself
Communication
45. Structure Of Presentation
Greet the audience and introduce yourself
Introduction of the topic
The main body of your talk
Conclusion
46. Features/Characteristics of
good presentation
The presentation ideas should be well adapted to your audience.
Relate your presentation message/idea to the interests of the
audience. A detailed audience analysis must be made before the
presentation, i.e., an analysis of the needs, age, educational
background, language, and culture of the target audience. Their
body language instantly gives the speaker the required feedback.
A good presentation should be concise and should be focused on
the topic. It should not move off-track.
A good presentation should have the potential to convey the
required information.
The fear should be transformed into positive energy during the
presentation. Be calm and relaxed while giving a presentation.
Before beginning, wait and develop an eye contact with the
audience. Focus on conveying your message well and use a
positive body language.
To communicate the desired information, the speaker should use
more of visual aids such as transparencies, diagrams, pictures,
charts, etc. Each transparency/slide should contain limited and
essential information only. No slide should be kept on for a longer
time. Try facing the audience, rather than the screen. The speaker
47. A good presentation must be planned. The speaker must plan how to
begin the presentation, what to speak in the middle of presentation
and how to end the presentation without losing audience interests at
any point of time.
Rehearse and practice the presentation. This will help the speaker to
be more confident and self-assured. The more the speaker rehearses
the better the presentation turns to be.
The speaker should encourage more questions from the audience. He
should be honest enough to answer those questions. If any biased
question is put forth by the audience, rearticulate it before answering.
Summarize the presentation at the end. Give final comments. Leave a
positive impact upon the audience.
The speaker must have a presentable appearance while giving a
presentation. The speaker should stand with feet far apart maintaining
a good balance. He must use confident gestures. He must use short
and simple words.
Try to gain and maintain audience interest by using positive quotes,
humour, or remarkable fact.
The speaker must be affirmative and optimistic before giving
presentation. He should ensure all tools and equipments to be used in
presentation are working well.
48. Problem solving Skills
Problem-solving skills are the most sought-after soft
skill of 2022. In fact, 86% of employers look for
problem-solving skills on student resumes, according
to the National Association of Colleges and
Employers Job Outlook 2022 survey.
In order to effectively manage and run a successful
organization, leadership must guide their employees
and develop problem-solving techniques. What is a
Problem?
The Concise Oxford Dictionary (1995) defines a
problem as:
“A doubtful or difficult matter requiring a
solution”
and
49. Steps in problem solving
1. Define the problem
Diagnose the situation so that your focus is on the
problem, not just its symptoms. Helpful problem-solving
techniques include using flowcharts to identify the
expected steps of a process and cause-and-effect
diagrams to define and analyze root causes.
The sections below help explain key problem-solving
steps. These steps support the involvement of interested
parties, the use of factual information, comparison of
expectations to reality, and a focus on root causes of a
problem. You should begin by:
Reviewing and documenting how processes currently work
(i.e., who does what, with what information, using what
tools, communicating with what organizations and
individuals, in what time frame, using what format).
Evaluating the possible impact of new tools and revised
policies in the development of your "what should be"
model.
50. 2. Generate alternative solutions
Postpone the selection of one solution until several
problem-solving alternatives have been proposed.
Considering multiple alternatives can significantly enhance
the value of your ideal solution. Once you have decided on
the "what should be" model, this target standard becomes
the basis for developing a road map for investigating
alternatives. Brainstorming and team problem-solving
techniques are both useful tools in this stage of problem
solving.
Many alternative solutions to the problem should be
generated before final evaluation. A common mistake in
problem solving is that alternatives are evaluated as they
are proposed, so the first acceptable solution is chosen,
even if it’s not the best fit. If we focus on trying to get the
results we want, we miss the potential for learning
something new that will allow for real improvement in the
problem-solving process.
51. 3. Evaluate and select an alternative
Skilled problem solvers use a series of
considerations when selecting the best
alternative. They consider the extent to which:
A particular alternative will solve the problem
without causing other unanticipated problems.
All the individuals involved will accept the
alternative.
Implementation of the alternative is likely.
The alternative fits within the organizational
constraints.
52. 4. Implement and follow up on the
solution
Leaders may be called upon to direct others to
implement the solution, "sell" the solution, or facilitate
the implementation with the help of others. Involving
others in the implementation is an effective way to
gain buy-in and support and minimize resistance to
subsequent changes.
Regardless of how the solution is rolled out, feedback
channels should be built into the implementation. This
allows for continuous monitoring and testing of actual
events against expectations. Problem solving, and the
techniques used to gain clarity, are most effective if
the solution remains in place and is updated to
respond to future changes.
53. Key problem solving skills
Active listening
Analytical thinking skills
Research skills
Creativity and lateral thinking
Communication dependability
Decision making
Team-building
Emotional intelligence
Risk management
54. Challenges and Obstacles in
problem solving
Problems or difficulty in prioritizing problems
Resistance to change
Not following the solutions
Inadequate time to resolve the problem
Not measuring the progress
Different maturity level of Different people in
organization.
Inexperience in handling and solving problem
Different problem solving methods used across
the organization.
Not wanting to deal with uncertainity
55. Guidelines to improve problem
solving skills
Inculcate all the problem skills
Acquire more technical knowledge in respective
field
Seek out opportunities to solve problems
Reading about problem solving techniques and
tools
Practicing different problem solving methods
Follow the steps of problem solving
Observe others solve problems
56. Time Management
Time management is the process of organizing and
planning how to divide your time between different
activities. Get it right, and you'll end up working
smarter, not harder, to get more done in less time –
even when time is tight and pressures are high.
Time management is the coordination of tasks and
activities to maximize the effectiveness of an
individual's efforts. Essentially, the purpose of time
management is enabling people to get more and
better work done in less time.
Elements include organization, planning and
scheduling to best take advantage of the time
available to the individual, while also taking into
account that individual's particular situation and
relevant characteristics.
57. Understand the difference between urgent and
important.
‘Urgent’ tasks demand your immediate attention, but
whether you actually give them that attention may or may
not matter.
'Important' tasks matter, and not doing them may have
serious consequences for you or others.
For example: answering a phone is urgent whereas going
to a dentist is important.
This distinction between urgent and important is the key to
prioritising your time and your workload, whether at work,
at home or when studying.
It enables you to work out what to do first, and what can be
left either until later, or not done at all. For example, if you
leave an urgent but unimportant task, you may find that it
becomes unnecessary.
58. Elements/Principles of effective Time
Management
1. Effective planning
2. Setting goals
3. Setting deadlines
4. Delegation of responsibilities
5. Prioritizing activities as per their importance
6. Spending the right time on the right activity
59. Importance and need of time
management
Time cannot be retrieved
Proper use of time
Priorities
Helps to make conscious choices
Giving importance to smallest work
More productive
Helps to avoid distractions
60. Steps in effective time
management
Plan and organize.
Set goals
Prioritize
Make a workable timetable.
Stick to schedule and be disciplined
Use a timer
Be decisive
Be focused
Be flexible
Avoid procrastination
Finish on time.
61. Advantages of time management
1. Time management boosts punctually
2. Time management helps to be organized
3. Time management boosts the morale of the
manager
4. Time management helps to realize goals ad
objective
5. Time management leads to success of
individual and organization
6. Time management results in good planning
7. Time management helps in prioritization of work
62. Disadvantages of time management
Procrastination
Habitual lateness
overextension
63. 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’s most important
6. Make lists but not lists of lists
7. Communicate
8. Embrace delegation
9. Stop working In crisis mode
10. Prevent recurring emergencies
11. Let employees solve the problem
