The document discusses soft skills that are important for employees of the Department of Post in India. It outlines the changing role of the Department of Post from primarily handling written communication to now offering financial products and services. It describes the difference between hard skills which are technical and can be learned over time, versus soft skills which involve interpersonal abilities. Some key soft skills discussed include communication skills, presentation skills, teamwork, time management, and stress management. The document provides examples of how these soft skills are important for interacting with customers and colleagues in a customer service-oriented role.

1. Soft Skills for employeesSoft Skills for employees
of Department of Postof Department of Post
Dr. Binod SinhaDr. Binod Sinha
Associate ProfessorAssociate Professor
RIT,RajaramnagarRIT,Rajaramnagar

2. Phases of DoP DevelopmentPhases of DoP Development

3. Need of HoursNeed of Hours
in fast changesin fast changes
businessbusiness
environmentenvironment

4. ScheduleSchedule
• IntroductionIntroduction
• ObjectiveObjective
• ToolsTools
• Real Life examplesReal Life examples
• ResultResult
• Participants PresentationParticipants Presentation
• FeedbackFeedback
• ConclusionConclusion

5. Introduction-DoPIntroduction-DoP
• 150 years old and 1,55,015 post offices across150 years old and 1,55,015 post offices across
country todaycountry today
• Earlier acted as carrier of written communicationEarlier acted as carrier of written communication
• And role of establishing network in unopened areasAnd role of establishing network in unopened areas
and remote placesand remote places
• With technology upgraded, the picture changed,With technology upgraded, the picture changed,
competition came and survival gets question markscompetition came and survival gets question marks
• Now entire functioned is changed and aligned withNow entire functioned is changed and aligned with
technology interventionstechnology interventions
• On 30On 30thth
Jan,2017 Indian Post Payment Bank started-Jan,2017 Indian Post Payment Bank started-
paradigm shift from written communication toparadigm shift from written communication to
financial products.financial products.

6. SkillsSkills
• Hard Skills and Soft SkillsHard Skills and Soft Skills
• Hard Skills can be acquired by time.Hard Skills can be acquired by time.
These are trade skills and subjectThese are trade skills and subject
matter expertise, like programming,matter expertise, like programming,
accounting, financial analysis, oraccounting, financial analysis, or
chemical engineering that we need tochemical engineering that we need to
perform our job.perform our job.

7.  Soft skills associated with aSoft skills associated with a
person’s ‘EQ’ (Emotional Intelligenceperson’s ‘EQ’ (Emotional Intelligence
Quotient), the cluster of personalityQuotient), the cluster of personality
traits, social graces,traits, social graces,
Communication, language, personalCommunication, language, personal
habits, friendliness, and optimismhabits, friendliness, and optimism
that characterize relationships withthat characterize relationships with
other people.”other people.”

8.  These are the skills we use to interact withThese are the skills we use to interact with
others at work. Examples of people skillsothers at work. Examples of people skills
include communications and interpersonalinclude communications and interpersonal
skills as well as skills to manage upwardsskills as well as skills to manage upwards
and deal with office politics.and deal with office politics.
 People Skills and Self Management SkillsPeople Skills and Self Management Skills
 these qualities are intangible and arethese qualities are intangible and are
acquired through years of concentratedacquired through years of concentrated
effort.effort.

9. Why it is important for employeesWhy it is important for employees
of DoPof DoP
• Because businesses have become lessBecause businesses have become less
dictatorial and more social, the value ofdictatorial and more social, the value of
soft skills to an organization is growing.soft skills to an organization is growing.
In addition, in order to gain aIn addition, in order to gain a
competitive edge, employers wantcompetitive edge, employers want
people who know how to handlepeople who know how to handle
themselves at work and how to relatethemselves at work and how to relate
to customers and colleagues.to customers and colleagues.
• DoP Services are people orientedDoP Services are people oriented
that’s why has metabolic impact onthat’s why has metabolic impact on
business.business.

10. Constituents of Soft SkillsConstituents of Soft Skills
• Communication SkillsCommunication Skills
• Presentation SkillsPresentation Skills
• ListeningListening
• MeetingMeeting
• Stress ManagementStress Management
• Team ManagementTeam Management
• Problem Solving SkillsProblem Solving Skills
• Dealing with difficult peopleDealing with difficult people
• Change –Adaptability to changeChange –Adaptability to change
• Time ManagementTime Management
• Conflict ManagementConflict Management

11. Communication skill as softCommunication skill as soft
skillskill
• Communication skills form theCommunication skills form the
corner stone of soft skill.corner stone of soft skill.
• Every human being has to essentiallyEvery human being has to essentially
& effectively communicate with& effectively communicate with
others.others.

12. •The ability to speakThe ability to speak
fluently using the rightfluently using the right
word in the right order isword in the right order is
an good communicationan good communication
•Message usingMessage using
appropriate vocabularyappropriate vocabulary
and syntax form effectiveand syntax form effective
communicationcommunication

13. Body languageBody language
Non verbal languageNon verbal language
Face is the index of the mind and it clearlyFace is the index of the mind and it clearly
displays the persons interestdisplays the persons interest
Body language presents to the audience what weBody language presents to the audience what we
feel & think about the particular matterfeel & think about the particular matter
Ex: Nodding one’s headEx: Nodding one’s head
Body language (e.g, arms crossed, standing,Body language (e.g, arms crossed, standing,
sitting, relaxed)sitting, relaxed)
Emotion of the sender & receiver (e.g, speakingEmotion of the sender & receiver (e.g, speaking
clearly, enthusiastic)clearly, enthusiastic)

14. Written communication SkillWritten communication Skill
 Writing evaluates a person’s proficiencyWriting evaluates a person’s proficiency
indications, spelling grammar etc…indications, spelling grammar etc…
 Errors committed while writing circulars,Errors committed while writing circulars,
reports & agenda considerably spoil thereports & agenda considerably spoil the
image of the writerimage of the writer
 Good visual presentation using graphics,Good visual presentation using graphics,
color, balanced design layout- adds so muchcolor, balanced design layout- adds so much
to written communication.to written communication.
 Keep handouts and other writtenKeep handouts and other written
materials for your presentation.materials for your presentation.

15. Presentation SkillsPresentation Skills
 Presentation skills include planning, preparationPresentation skills include planning, preparation
& delivery of the message.& delivery of the message.
 Making a formal speech is one form ofMaking a formal speech is one form of
presentation.presentation.
 Presentation skills can be broadly categorizedPresentation skills can be broadly categorized
into physical oral, & electronic.into physical oral, & electronic.

16. Success in life depends on presenting ideas in anSuccess in life depends on presenting ideas in an
appropriate mannersappropriate manners
Look at the eyes of audience & speak in aLook at the eyes of audience & speak in a
natural, conversational voicenatural, conversational voice
 Appropriate voice will make the presentationAppropriate voice will make the presentation
effective and interestingeffective and interesting
 Ask for feed back from your audience aboutAsk for feed back from your audience about
your presentation & change accordinglyyour presentation & change accordingly
 In presentation especially, stop occasionally toIn presentation especially, stop occasionally to
ask the audience understand what you have saidask the audience understand what you have said

17. Team WorkTeam Work
People of either gender, different agePeople of either gender, different age
groups, qualification, status & skills work asgroups, qualification, status & skills work as
a team with a common objective ofa team with a common objective of
accomplishing the task.accomplishing the task.
 The success of any organization largelyThe success of any organization largely
depends on in the coordinated efforts of itsdepends on in the coordinated efforts of its
employees.employees.
 It mainly refers to the agreeableness &It mainly refers to the agreeableness &
co-operation among the team members.co-operation among the team members.

18. ProfessionalProfessional
ethicsethics
 Professional ethics is the need of the hour inProfessional ethics is the need of the hour in
India.India.
 When a person is at the work spot, he mustWhen a person is at the work spot, he must
think of his work only.think of his work only.
 He must put his heart & soul into the workHe must put his heart & soul into the work
 Each employee is a organic part of theEach employee is a organic part of the
organization & must strive to contribute his 100%organization & must strive to contribute his 100%
to the successful functioning of the organization.to the successful functioning of the organization.

19. Interpersonal SkillsInterpersonal Skills
 Man is a social animal & his successMan is a social animal & his success
in life largely depends on hisin life largely depends on his
relationship & interaction with othersrelationship & interaction with others
 We must respect the views &We must respect the views &
sentiments of others.sentiments of others.
 When we want to differ their views,When we want to differ their views,
we must very politely give hints towe must very politely give hints to
them without wondering theirthem without wondering their
feelings.feelings.

20. Time & Stress ManagementTime & Stress Management
 Prioritize the work & schedule yourPrioritize the work & schedule your
time accordinglytime accordingly
 Impotent work should be allottedImpotent work should be allotted
more time & taken up firstmore time & taken up first
 Listening to classical music &Listening to classical music &
practicing Yoga will considerablypracticing Yoga will considerably
reduce the physical,emotional &reduce the physical,emotional &
mental stress of an individualmental stress of an individual

21. Leadership communication skillsLeadership communication skills
 Leaders, executives & managersLeaders, executives & managers
need to be very clear about whatneed to be very clear about what
they expect from othersthey expect from others
 Trust your selfTrust your self
 Keep smilingKeep smiling
 Share & stay togetherShare & stay together

22.  Always learn new things.Always learn new things.
 Accept responsibility for your selfAccept responsibility for your self
& your actions.& your actions.
 Look at problems & challengesLook at problems & challenges
 Be grateful always.Be grateful always.
 Love your self.Love your self.