SOFT SKILLS

The best goal is to strive for 100% customer satisfaction every time!
Training Objective

After this training session, you will:

 understand soft skills – techniques and expectations.
 have the tools needed to incorporate soft skills during every interaction.
What are Soft Skills?

 Soft skills refers to

Communication characteristics
Interpersonal skills
Attitude
optimism
that demonstrate our concern and care for our customer’s particular situation.
 Domains of Soft Skill

Interpersonal Skills
(Interactive skills) Intrapersonal Skills
(Motivational skills)
Interpersonal Skills

• Team work
• Relationship-building
• Adaptability
• Written and oral communication
• Friendliness
• Attire
• Grooming
Intrapersonal Skills

• Planning/ organizing
• Taking initiative
• Problem solving
• Showing enthusiasm
• Stress tolerance
• Creative thinking and innovation
• Time management
Communication

 Communication is an exchange of information from the sender to the receiver with

the message being understood as intended by the sender
 Use clear, simple, direct language
 Minimize use of acronyms
 Read more, to see good writing and improve vocabulary
 Ask peers to review your writing
 Mentally pretend you’re talking to someone, and write that!
Barriers Of Communication

 A barrier reduces or changes the quality of the message being

transmitted

 Types :
1. Physical 2. Psychological
Poor health Lack of Concentration
Sound / noise Attitude and bias
Unsuitable temperature Lack of self discipline
Distractions Low emotional state
Overcome the barriers

 For the sender

 For the receiver

• Be clear about the message to

be sent
• Be precise and to the point
Do not be verbose
• Use a language understandable
to the receiver
• Write the message if required
• Request a feedback to ensure
receipt of message
• Be attentive
• Concentrate on the message
• Ask for clarifications wherever
required
• Listen objectively
• ‘Listen’ for body
language
• Make notes if required
 As the Sender – DON’T
• Make assumptions that the person hears what you are sending out.
• Use inappropriate language or jargon.


As the Receiver – DON’T
• Change the subject.
• Jump to conclusions. Check out that what you have heard is accurate.
• Let forming your next question interfere with your listening.
When you find yourself getting distracted with either internal or external noise, pay attention by being
mindful.
When a speaker says something unclear, avoid misinterpretations by asking the speaker what he
meant.
Activity….

 Misinterpretation barrier in listening. Recall a recent miscommunication or

conflict and apply the perception to check the issue.
 Identify which response seems most effective, explaining your decision.
• At a party, a guest you have just met for the first time says, "Everybody
seems like they've been friends for years. I don't know anybody here. How
about you?"
• Your best friend has been quiet late. When you ask if anything is wrong, she
snaps, "No!" in an irritated tone of voice.
Art of Listening

How to be a good listener,

Know your power as a listener

 Ask questions

 Reflect feelings

 Let your body give reassuring messages. Nodding, arms apart, legs not crossed, erect forward posture. All
these give non-verbal messages that you are listening.

 Know your prejudices. You must discount from all those matters towards which you are biased or
passionate.

 Avoid making snap judgments

Plan your
communication

Keep it short
and simple

Write it

Edit your
writing
Activity…

 Instruction: The group members have to reproduce whatever their leader

tells them to draw.
Personality

THOUGHTS

FEELINGS BEHAVIORS
Improve feelings of Self esteem

 Be Mindful
 Change the story
 Avoid falling in compare and despair pithole