Behavioral Skills / Employability Skills

Unit-1:
BEHAVIOURAL SKILLS: Effective
listening, non-verbal communication,
Social skills. Paraphrasing, SWOT
analysis, Role plays of guest handling.
Interpersonal relationships. Cross-
cultural communications.
B.Sc. DEGREE INHOSPITALITY & HOTEL
ADMINISTRATION
BHA108
EMPLOYABILITY SKILLS
National Council for Hotel Management
And Catering Technology
Noida
(NCHMCT)
And
Jawaharlal Nehru University
(JNU)

20/06/2025 Employability Skills/ Bonophool Banerjee 2
Employability Skills:
Behavioral Skills
"Behavioral skills are the real game changers; they
turn potential into performance and drive
personal and professional growth"
BB Bonophool Banerjee

Behavioural
skills
"Behavioural skills are
the real game changer;
they turn potential
into performance and
drive personal and
professional growth"
• Behavioral skills are the abilities that shape
how individuals interact, communicate, and
work with others in a professional setting.
• For budding professionals, these skills are
crucial as they influence workplace dynamics,
collaboration, and career growth.
1. Effective listening,
2. Non-verbal communication,
3. Social skills. Paraphrasing,
4. SWOT analysis,
5. Role plays of guest handling.
6. Interpersonal relationships.
7. Cross-cultural
communications.

Effective Listening
Effective listening involves
actively paying attention to what
the speaker is saying,
understanding the message, and
responding thoughtfully.
It is essential for building
rapport, resolving conflicts, and
fostering collaboration.
Importance of Effective Listening:
•Builds Strong Relationships – Helps in fostering
trust and understanding in professional and
personal interactions.
•Enhances Learning – Allows individuals to absorb
new information and improve skills.
•Improves Workplace Efficiency – Reduces
misunderstandings, leading to better collaboration
and productivity.
•Strengthens Problem-Solving – Helps in identifying
issues and finding solutions effectively.

Components of Effective
Listening
Active
Engagement
Avoiding
Interruptions
Reflecting and
Paraphrasing
This involves showing genuine interest in the speaker's
words through verbal and non-verbal cues such as
nodding, maintaining eye contact, and providing
appropriate feedback.
Allowing the speaker to finish their thoughts without
interruptions demonstrates respect and a willingness
to understand their perspective fully.
Summarizing or restating the speaker's
message in your own words shows that you
have understood their point and helps clarify
any misunderstandings.

A
Barriers to Effective
Listening
Distractions
Prejudices and
Assumptions
Emotional
Reactions
1. Physical Barriers – Background
noise, poor audio, or other external
interruptions.
2. Environmental Barriers –
Uncomfortable settings, frequent
disruptions, or overcrowding.
3. Information Overload – Too much
data at once, leading to cognitive
fatigue.
4. Multitasking – Dividing attention
between multiple activities,
reducing focus.
1. Prejudice and Bias – Judging the
speaker based on stereotypes or
preconceived opinions.
2. Cultural and Language Barriers –
Differences in dialects, accents, or
cultural references affecting
understanding.
3. Egocentrism – Assuming one knows
more than the speaker, leading to
dismissiveness.
4. Lack of Interest – Disengagement
due to assumptions about the
speaker or topic.
1. Psychological Barriers – Stress,
anxiety, or mental fatigue
interfering with active listening.
2. Physiological Barriers – Fatigue or
discomfort affecting concentration.
3. Responding Too Quickly – Jumping
to conclusions or reacting
emotionally before fully
understanding.
4. Defensive Listening – Interpreting
comments as personal attacks,
leading to resistance.

Maintain
Focus
Show
Empathy
Ask
Questions
Techniques to Enhance Effective
Listening
• Active Listening – Concentrate
fully on the speaker and avoid
distractions.
• Maintain Eye Contact – Shows
attentiveness and helps
understand non-verbal cues.
• Avoid Distractions – Put away
devices and minimize external
interruptions.
• Be Patient and Open-Minded –
Allow the speaker to express
their thoughts completely.
• Control Emotional Responses –
Stay neutral and listen without
reacting impulsively.
• Paraphrase and Summarize –
Confirm understanding and
show that you value the
speaker’s perspective.
• Use Affirmative Cues – Nod,
smile, or give verbal
acknowledgments like “I see” to
encourage the speaker.
• Ask Clarifying Questions –
Helps ensure accurate
understanding of the message.
• Encourage Further Discussion –
Use open-ended questions like
“Can you elaborate?” to gain
deeper insights.
• Seek Speaker’s Perspective –
Questions like “What do you
think?” foster meaningful
conversations.

20/06/2025 Employability Skills/ Bonophool Banerjee
8
Benefits of Effective
Listening
1. Improved Relationships
2. Enhanced Problem
solving
3. Increased Efficiency
• Strengthens Relationships – Builds trust and
rapport with colleagues, friends, and family.
• Boosts Emotional Intelligence – Helps in
understanding emotions and perspectives,
fostering empathy.
• Reduces Stress and Miscommunication – Prevents
conflicts by ensuring clarity and support in
conversations.
• Encourages Personal Growth – Develops patience,
focus, and mindfulness, improving decision-
making.
• Improves Learning and Knowledge Retention –
Helps absorb information effectively for smarter
problem-solving.
• Enhances Workplace Productivity – Leads to better
collaboration, teamwork, and decision-making.
• Reduces Stress and Miscommunication – Saves
time by avoiding misunderstandings.
• Encourages Continuous Learning – Helps in
retaining key insights that improve efficiency in
tasks.
• Strengthens Leadership and Interpersonal Skills –
Allows professionals to navigate challenges
effectively.

What is Communication ?
Communication is the process of
exchanging information, ideas,
thoughts, or feelings between
individuals or groups. It can be
verbal (spoken or written) or non-
verbal (gestures, facial expressions,
body language, tone of voice). At
its core, communication helps
people connect, understand each
other, and collaborate effectively
1. Verbal Communication: Spoken or written words
used to convey meaning.
2. Non-Verbal Communication: Gestures, facial
expressions, body language, and tone that
complement or replace words.
3. Written Communication: Text-based exchanges,
including letters, emails, reports, and digital
messages.
4. Visual Communication: The use of images, symbols,
charts, and videos to express ideas effectively.
TY
PE
S

Non-Verbal
Communication
• Non-verbal communication is the transmission of meaning through gestures, facial
expressions, posture, tone, and other non-verbal cues—without relying on spoken or written
words.
• It plays a crucial role in human interaction, shaping perceptions, emotions, and
relationships.
• This form of communication can be intentional or subconscious, reinforcing verbal
messages or conveying emotions that words may fail to express.
• Whether it's a reassuring smile, a firm handshake, or a subtle shift in body language, non-
verbal cues often speak louder than words.

Types of Non-
verbal
Communication
Facial Expressions – A smile, frown, or raised eyebrow
can express emotions more powerfully than words.
Gestures – Movements of hands, arms, or head, like waving or
pointing, help emphasize meaning.
Body Language – Posture, stance, and movement can
indicate confidence, nervousness, or openness.
Eye Contact – The way people look at each other
can signal interest, trust, or discomfort.
Paralanguage – Tone, pitch, volume, and speed of speech
influence how a message is perceived.

Types of Non-
verbal
Communication
Proxemics (Personal Space) – The physical distance
between individuals conveys intimacy, authority, or
discomfort.
Haptics (Touch) – A handshake, pat on the back, or hug can
express warmth, support, or dominance.
Appearance – Clothing, hairstyle, and accessories can
communicate personality, status, or cultural identity.
Artifacts – Objects and symbols, like jewelry or
office decor, can send messages about identity
or values.

Proxemics (Personal
Space)
Proxemics is the study of how
people use space in
communication and social
interactions.
It was introduced by
anthropologist Edward T. Hall
in the 1960s.
Categories of Personal Space:
Hall identified four distinct zones of personal space, commonly
used in Western cultures:
1. Intimate Space (0–45 cm / 0–18 inches) Reserved for close
relationships such as family, close friends, and romantic
partners.
2. Personal Space (45 cm – 1.2 m / 18 inches – 4 feet) Used in
conversations with friends, colleagues, and acquaintances.
3. Social Space (1.2–3.6 m / 4–12 feet) Suitable for interactions
in group settings, such as workplaces or casual public
interactions.
4. Public Space (3.6 m+ / 12 feet+) Used for speeches,
performances, or large social gatherings where direct
interaction is minimal.
Cultural Variations
Different cultures have varying norms regarding personal
space:
High-contact cultures (e.g., Latin America, Middle East)
tend to stand closer and feel comfortable with touch.
Low-contact cultures (e.g., Japan, Northern Europe) prefer
more physical distance in interactions.
Impact on Communication
Personal space affects nonverbal communication:
• Standing too close may feel intrusive or aggressive.
• Being too far away may seem distant or uninterested.
• Adjusting space appropriately enhances comfort and
trust in interactions.

Eye Contact
Eye contact is a powerful form of
nonverbal communication that occurs
when two people look into each other's
eyes at the same time. It plays a crucial
role in social interactions, conveying
emotions, confidence, and
attentiveness.
Significance of Eye Contact
Builds Connection: Maintains engagement and fosters trust in
conversations.
Shows Confidence: Strong eye contact can indicate self-
assurance and credibility.
Expresses Emotions: Happiness, sadness, interest, or
discomfort can be conveyed through eye contact.
Enhances Communication: Helps in understanding social cues
and intentions.
Cultural Differences
In
Western cultures, maintaining eye contact is
often seen as a sign of honesty and
confidence.
In some Asian cultures, prolonged eye contact
may be considered disrespectful, especially
with elders or authority figures.
Psychological Effects
Too much eye contact can feel intimidating or aggressive.
Too little eye contact may be perceived as disinterest or
insecurity.
Balanced eye contact fosters positive interactions and mutual
understanding.
The ideal duration for eye contact in a conversation is around 3 to 3.3
seconds
. Studies suggest that most people feel comfortable with eye contact
lasting between 2 to 5 seconds.
Holding eye contact for too long (beyond 4–5 seconds) can feel intense
or intimidating, while too little eye contact may seem disengaged or
uninterested.
A good approach is to maintain eye contact for about 3 seconds, then
briefly look away before re-engaging. This creates a natural rhythm and
keeps interactions comfortable.

Importance of Non-verbal
Communication
1. Enhances Understanding – Facial
expressions, gestures, and body language
help clarify spoken words and provide
deeper meaning.
2. Expresses Emotions – Non-verbal cues like
tone of voice and posture reveal feelings
that words may not fully express.
3. Builds Trust & Connection – Maintaining
appropriate eye contact and open body
language fosters trust and engagement in
conversations.
4. Supports Verbal Communication – Gestures
and expressions reinforce spoken words,
making communication more impactful.
5. Crosses Language Barriers – Non-verbal
signals are universal and can help people
communicate across different languages and
cultures.
6. Influences Perception – The way someone
presents themselves through body language
and appearance affects how they are perceived
by others.
Psychologist Albert Mehrabian conducted
studies in the 1960s to understand how people
interpret communication. His findings suggest
that:
7%
38%
55%
Mehrabian's 7-38-55 Rule
Spoken Words
Tone of Voice
Fecial Expression & Body Language

Social Skills
Social skills are a crucial
component of behavioral
skills, as they enable
individuals to interact
effectively in various social
and professional settings.
Behavioral skills encompass
a wide range of abilities that
influence how people
respond to situations,
manage relationships, and
communicate with others.
1. Communication
2. Team work &
Collaboration
3. Empathy
4. Adaptability
5. Listening skills
6. Networking
7. Negotiation skills
8. Problem solving
Communication
Effective communication is the foundation of
social skills. It includes:
• Verbal communication – Expressing
thoughts clearly and confidently.
• Non-verbal communication – Using body
language, facial expressions, and tone of
voice.
• Active listening – Understanding and
responding appropriately to
conversations.
Teamwork & Collaboration
Working well with others requires:
• Cooperation – Sharing responsibilities and
supporting team members.
• Conflict resolution – Addressing
disagreements constructively.
• Trust-building – Establishing reliability and
mutual respect.
Empathy
Empathy allows individuals to understand
and relate to others' emotions:
• Emotional intelligence – Recognizing and
managing emotions effectively.
• Perspective-taking – Seeing situations
from others' viewpoints.
• Compassion – Offering support and
encouragement.
Adaptability
Being flexible in different situations is crucial:
• Handling change – Adjusting to new
environments and challenges.
• Problem-solving – Finding creative
solutions in dynamic situations.
• Resilience – Overcoming setbacks with a
positive mindset.
Listening Skills
Good listening enhances relationships and
understanding:
• Active listening – Paying full attention and
responding thoughtfully.
• Feedback processing – Understanding and
applying constructive criticism.
• Patience – Allowing others to express
themselves without interruption.
Networking
Building and maintaining professional and
social connections involves:
• Relationship-building – Establishing
meaningful connections.
• Effective communication – Engaging in
conversations confidently.
• Mutual support – Helping others while
receiving guidance.
Negotiation Skills
Negotiation is key in resolving conflicts and
making agreements:
• Persuasion – Convincing others with
logical reasoning.
• Compromise – Finding solutions that
benefit all parties.
• Decision-making – Evaluating options and
choosing the best course of action.
Problem-Solving
Critical thinking and decision-making are
essential for overcoming challenges:
• Analyzing situations – Identifying issues
and possible solutions.
• Creativity – Thinking outside the box for
innovative solutions.
• Decision-making – Choosing the best
approach based on available information.

What is Verbal
Communication?
Verbal communication is the
process of exchanging
information through spoken or
written words.
It plays a crucial role in human
interaction, allowing individuals
to express thoughts, emotions,
and ideas effectively.
Types
Of
Communication
Intrapersonal Communication
Interpersonal Communication
Small Group Communication
Public Communication
Written Communication
Mass Communication

Intrapersonal
Communication
This is communication that occurs
within an individual.
It includes self-talk, internal
reflection, and personal thoughts.
Example: Thinking through a problem
or practicing a speech in your mind.
Interpersonal
Communication
This involves direct communication
between two individuals.
It can be formal or informal,
depending on the relationship.
Example: A conversation between
friends, colleagues, or family
members.
Small Group Communication
This occurs when a small number of
people (typically 3–10) engage in
discussion.
It is used in teamwork, brainstorming
sessions, and meetings.
Example: A project discussion among
team members.
Public Communication
This involves one speaker addressing
a large audience.
It is used in speeches, presentations,
and public events.
Example: A politician giving a speech
or a professor lecturing a class.
Written Communication
This includes communication through
written words, such as emails,
reports, and letters.
It is essential for documentation and
formal communication.
Example: Writing a business proposal
or sending an official email.
Mass Communication
This is communication directed at a
large audience through media
channels.
It includes television, radio,
newspapers, and social media.
Example: A news broadcast or an
advertisement campaign.
TYP
ES

Paraphrasin
g
Paraphrasing is the act of
restating information in your
own words while preserving
the original meaning.
It allows you to express ideas
differently, making content
clearer and more accessible
As a behavioral skill,
paraphrasing plays a crucial
role in effective
communication.
Importance
1. Enhance
understanding
2. Builds Trust &
Rapport
3. Improves
Conflict
Resolution
• When you paraphrase, you rephrase
information in your own words,
ensuring clarity and comprehension.
• It helps in grasping complex ideas,
allowing for better retention and
engagement.
• Example: If a colleague says, "This
project is quite overwhelming due to the
deadlines," you might paraphrase as,
"So, you're feeling pressured because of
the tight schedule?" This confirms
understanding and fosters a productive
discussion.
• Paraphrasing demonstrates that you are
actively listening and valuing the
speaker’s thoughts.
• It encourages open dialogue, making
others feel heard and respected.
• Example: In a conversation with a friend
who expresses frustration, paraphrasing
their concerns conveys empathy—"It
sounds like you're really upset about
what happened. I can understand why."
This strengthens trust and emotional
connection.
• In disagreements, paraphrasing helps
de-escalate tensions by ensuring all
parties feel understood.
• It reduces misinterpretation and
prevents unnecessary arguments.
• Example: If two team members disagree,
you can paraphrase their points to
highlight common ground—"So, both of
you want to improve efficiency, but you
have different approaches to achieving
it?" This shifts the focus from
confrontation to collaboration.

SWOT Analysis
• SWOT Analysis is a strategic planning tool used to identify and evaluate the internal
and external factors that can influence an individual's or organization's success.
• It stands for Strengths, Weaknesses, Opportunities, and Threats.
• SWOT Analysis was invented by Albert Humphrey, a management consultant and
business researcher. During the 1960s and 1970s, Humphrey and his research team at
the Stanford Research Institute developed this strategic planning tool to help
businesses identify their Strengths, Weaknesses, Opportunities, and Threats.
• In the context of job employability, SWOT Analysis serves as a behavioral skill that helps
individuals understand their capabilities, identify areas for improvement, and develop
strategies to achieve their career goals.

SWOT Analysis
Matrix
STRENGTHS
These are internal
attributes that provide
a competitive
advantage.
WEEKNESSES
Internal factors that
may hinder success or
growth.
OPPORTUNITIES
External factors that
can be leveraged for
growth and success.
THREATS
External elements that
pose challenges or
risks.
Examples: Strong leadership,
specialized skills, financial
stability, brand reputation.
In job employability, strengths
could include technical
expertise, communication
skills, or a strong professional
network.
Examples: Lack of experience,
poor time management,
limited resources.
Identifying weaknesses helps
individuals and organizations
work on areas that need
improvement.
Examples: Industry trends,
technological advancements,
networking opportunities.
In career planning,
opportunities could include
job openings, skill
development programs, or
mentorship.
Examples: Economic
downturns, competition,
changing regulations.
For individuals, threats could
include job market instability
or skill obsolescence.

Role-playing of guest
handling scenarios is an
effective way to develop
behavioral skills
essential for hospitality,
customer service, and
professional interactions.
The different aspects are:
Effective
Communication
Empathy and
Emotional
Intelligence
Problem-Solving
and Conflict
Resolution
Adaptability and
Decision-Making
Building Rapport
and Customer
Satisfaction
Effective Communication
• Practicing polite greetings, active
listening, and clear responses
enhances verbal and non-verbal
communication.
• Example: A hotel receptionist role-
playing a welcoming interaction
with a guest, ensuring clarity and
warmth.
Empathy and Emotional Intelligence
• Understanding guests' concerns
and responding with empathy
builds trust and satisfaction.
• Example: A restaurant staff
member role-playing a situation
where a guest is unhappy with
their meal, offering a solution
with a calm and understanding
approach.
Problem-Solving and Conflict
Resolution
• Handling complaints and difficult
situations professionally ensures
smooth guest experiences.
• Example: A front desk employee
role-playing a scenario where a
guest’s reservation is missing,
finding an alternative solution
while maintaining composure.
Adaptability and Decision-Making
• Role plays help employees think
on their feet and make quick,
effective decisions.
• Example: A flight attendant
practicing how to assist a nervous
passenger, adapting their
approach based on the guest’s
needs.
Building Rapport and Customer
Satisfaction
• Engaging in friendly
conversations and anticipating
guest needs fosters positive
relationships.
• Example: A tour guide role-
playing interactions with tourists,
ensuring they feel welcomed and
valued.

Interpersonal
Relationships
Interpersonal relationships are a
crucial part of Employability
Skills, as they determine how
effectively individuals interact,
collaborate, and communicate in
the workplace.
These skills, often referred to as
soft skills or people skills, help
professionals build strong
connections, foster teamwork,
and navigate workplace
dynamics successfully.
Why Are Interpersonal Relationships Important for
Employability?
• Effective Communication – Being able to express ideas
clearly and listen actively improves workplace
interactions.
• Teamwork & Collaboration – Working well with
colleagues enhances productivity and fosters a positive
work environment.
• Conflict Resolution – Handling disagreements
professionally ensures smooth operations and
maintains harmony.
• Empathy & Emotional Intelligence – Understanding
others' perspectives strengthens relationships and
improves leadership abilities.
• Adaptability & Flexibility – Adjusting to different
personalities and work styles makes professionals more
valuable in diverse teams.
• Builds Professional Relationships – Developing trust and
rapport with colleagues, clients, and supervisors
enhances career opportunities and long-term success.
• Improves Job Performance – Strong interpersonal skills
contribute to better teamwork, clearer communication,
and a more positive work atmosphere, leading to
improved productivity and efficiency.

Communication
Empathy
Active
Listening
Conflict
Resolution
Adaptability
Teamwork &
Collaboration
Emotional
Intelligence
Networking
Negotiation
Skills
Positive Attitude
Key
Skills
Communication
Clear and effective
communication helps in
expressing ideas, listening
actively, and avoiding
misunderstandings.
Empathy
Understanding others'
emotions and perspectives
strengthens relationships
and builds trust.
Active Listening
Paying attention, asking
relevant questions, and
responding thoughtfully
improves interactions.
Conflict Resolution
Handling disagreements
professionally ensures
smooth teamwork and
workplace harmony.
Adaptability
Being flexible in different
situations helps in working
with diverse teams and
personalities.
Teamwork & Collaboration
Working well with others
enhances productivity and
fosters a positive work
culture.
Emotional Intelligence
Managing emotions
effectively improves
decision-making and
leadership abilities.
Networking
Building professional
connections opens up
opportunities for career
growth and development.
Negotiation Skills
Finding mutually beneficial
solutions strengthens
relationships and improves
outcomes.
Positive Attitude
Maintaining optimism and
enthusiasm encourages a
supportive and motivating
environment.

Cross-Cultural
Communication
Cross-cultural communication
refers to the ability to effectively
interact with individuals from
different cultural backgrounds.
In the modern workplace, where
globalization has led to diverse
teams, mastering cross-cultural
communication is an essential
employability skill.
It ensures smooth collaboration,
minimizes misunderstandings,
and fosters inclusivity.
Key Aspects
1
2
3
4
5
Understanding Cultural Differences – Recognizing variations in
communication styles, gestures, and workplace norms.
Effective Verbal & Non-Verbal Communication – Adjusting tone,
language, and body language to suit diverse audiences.
Active Listening & Empathy – Being open to different perspectives
and avoiding assumptions.
Adaptability & Open-Mindedness – Flexibility in working with
different cultural expectations and practices.
Conflict Resolution Across Cultures – Handling disagreements with
sensitivity and respect for cultural differences.

Importance of Cross-Cultural Communication in
Employability
1 2 3 4 5
Enhances
Workplace
Collaboration
Helps
professionals
work
efficiently in
diverse teams.
Boosts Career
Opportunities
Employers
value
individuals
who can
navigate
global
business
environments.
Improves
Customer
Relations
Essential for
businesses
dealing with
international
clients.
Reduces
Miscommunic
ation &
Conflicts
Prevents
misunderstan
dings that
arise due to
cultural
differences.
Encourages
Inclusivity &
Innovation
Diverse
perspectives
lead to
creative
problem-
solving and
innovation.

1. Effective Listening – Being fully present in conversations, avoiding distractions, and
acknowledging the speaker’s perspective fosters strong understanding and trust in professional
settings.
2.Non-Verbal Communication – Body language, facial expressions, tone of voice, and gestures
influence interactions just as much as spoken words, making awareness crucial for effective workplace
communication.
3.Social Skills & Paraphrasing – Actively engaging in conversations and paraphrasing responses
ensures clarity, strengthens mutual understanding, and demonstrates attentiveness in professional
exchanges.
4.SWOT Analysis – Identifying personal Strengths, Weaknesses, Opportunities, and Threats helps in
career planning, self-improvement, and informed decision-making.
5.Role Plays of Guest Handling – Practicing real-life interactions through role-playing enhances
confidence, refines customer service etiquette, and prepares professionals for handling diverse guest
needs effectively.
6.Interpersonal Relationships – Building rapport through empathy, respect, and effective
communication contributes to a positive workplace culture and ensures successful teamwork.
7.Cross-Cultural Communication – Understanding diverse cultural norms, values, and
communication styles fosters inclusive interactions and prevents misunderstandings in global
workplaces.
Key Take-aways

20/06/2025 Employability Skills/ Bonophool Banerjee
28
Thank
You
Bonophool Banerjee
bonophool22@gmail.com
You Tube Channel:
Hospitality Education PPT
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