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SOFT SKILLS

SOFT SKILLS. Topics. EFFECTIVE COMMUNICATION BODY LANGUAGE DRESSING FOR SUCCESS TELEPHONE ETIQUETTES. Soft Skills Soft skill is the ability required and expected from persons for finding a suitable job, its maintenance and promotion. Importance of soft skill.

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SOFT SKILLS

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  1. SOFT SKILLS

  2. Topics • EFFECTIVE COMMUNICATION • BODY LANGUAGE • DRESSING FOR SUCCESS • TELEPHONE ETIQUETTES

  3. Soft Skills • Soft skill is the ability required and expected from persons for finding a suitable job, its maintenance and promotion .

  4. Importance of soft skill • Soft skills are very important • To handle interpersonal relations • To take appropriate decisions • To communicate effectively • To have good impression and impact to gain professional development

  5. What is required? • Communication skills • Body language • Presentation skills • Team work • Professional ethics • Interpersonal skills • Time and stress management

  6. EFFECTIVE COMMUNICATION

  7. Communication • Definition • Example • Type • Basic skills • Barriers to communication • TACTFUL conversation

  8. Communication defined….. • Art of giving meaning full information from one person to another • From sender of information to receiver of information • Information should be exchanged in its entirety • Its often distorted

  9. Communication -- types • Positive communication • Negative communication

  10. Positive communication • Tells the recipient what can be done • Suggests alternatives and choices available to the recipient • Sounds helpful and encouraging rather than bureaucratic • Stresses positive actions and positive consequences that can be anticipated.

  11. Negative communication • Tells the recipient what cannot be done • Has a subtle tone of blame • Includes words like can’t, won’t, unable to, that tell the recipient what the sending agency cannot do • Does not stress positive actions that would be appropriate or positive consequences

  12. Communication : basic skills • Verbal communication • Non verbal communication

  13. Communication : listening • Attentiveness to speaker • Eye contact • Intention be fully awake and aware • Openness: to other person and your own • Paying attention • Listening to yourself • Feedback • Body language • Change in pattern • Expectations about person speaking ,about their message, about their agenda

  14. Communication : barriers • Language • Body language • Selective hearing / non verbal cues • Self made assumptions • Distrusted source • Cultural differences

  15. TACTFUL Conversation • T : Think before you speak • A : Apologize quickly when you blunder • C : Converse, don’t compete • T : Time your comments • F: Focus on behavior – not on personality • U : Uncover hidden feelings • L : Listen for feedback

  16. DO’S AND DON’TS • Do be direct and calm • Don’t be rude and pushy • Do spare others your unsolicited advice • Don’t be patronizing, superior or sarcastic • Do acknowledge that what works for you may not work for others • Don’t make personal attacks or insinuations • Do say main points first, offer more details if necessary • Don’t expect others to follow your advice or always agree with you • Do listen for hidden feelings • Don’t suggest changes that a person can not easily make

  17. BODY LANGUAGE

  18. Why is body language important? • To keep people's attention • To create a good atmosphere • To create more impact

  19. Body language means: • How you stand • How you move • How you appear to people • How you look at people • How you sound

  20. Actions speak louder than words? • What often happens In any relationship is that language itself becomes a mask and a means of clouding and confusion the relationship. If the spoken language is stripped away and the only communication left is body language, the truth will find some way of poling through. Spoken language itself is a great obscurer.

  21. How you stand • Stand straight. • Stand on both legs. • Don’t lean against anything. • Stand where everyone can see you. • Face the audience directly. • Don’t obstruct the foils. • Stand by the screen when pointing to foils. • Stand away from it when talking about them.

  22. How to move • Avoid nervous movements. • Don’t walk up and down. • Keep your hands down except for gestures. • Don’t fidget, scratch, Jiggle your legs, etc • Use gestures for emphasis. • Practice appropriate gestures. • Don’t overdo it. • Avoid arm-waving.

  23. Look Energetic • Why • Energy holds peoples attention. Lack of energy puts people to sleep. • How • Stand straight • Put energy into your eyes, voice and movements.

  24. Look relaxed • Why • If you relax people will have more confidence in you. • If you are sot relaxed people cannot focus on the content. • How • Smile. • Make it informal. • Use humor – enjoy yourself. • Slow done. • Breathe slowly. • Let your arms hang loose. • Don’t make nervous movements.

  25. Trouble…. • Misinterpretation of signals • Can be BIG trouble • Legal trouble • Don you know how to act or are you confused?

  26. CONCLUSION • Body is a powerful instrument in a speech. • Usually body language occurs unconsciously. • Nonverbal expressions communication a great part of emotional experience.

  27. DRESSING FOR SUCCESS

  28. First impressions • You have only one chance to make a good first impression. • You appearance tells others how you feel about yourself, which can define how they treat you. • Your corporate ladder climb will be easier if you look like you belong there.

  29. What influenced you? • Apparent level of sophistication • Well-groomed appearance • Conservative appearance • Overall attractiveness • Non-verbal signals • Apparent level of self-confidence

  30. What do you clothes say about you? • Your appearance plays a supporting role in the interview process. • Your appearance can convey strong feelings of trust to a prospective employer. • Your appearance can convey a sense of self-confidence, dependability and professionalism. • Your appearance can determine how people you meet will react to you.

  31. First impression guidelines__ grooming • Smell – little or no cologne; no cigarette odor • Breath – fresh, clean breath; use a breath mint

  32. Telephonic Etiquette

  33. Telephone Etiquette • Answer calls within three rules. • Greet the caller. • Identify yourself. • Identify your school. • Ask how you can help.

  34. Answer with a smile.

  35. Placing callers on :hold:; • Ask if the caller minds being placed on hold. • Check back with callers so they don’t think you’ve forgotten them. • It’s okay if you don’t know the answer immediately. a) If you need to research provide an estimate of when you will follow up

  36. Telephone etiquette • Transferring calls. • Avoid transfers whenever possible. • Be the callers single point of contact for the information you can give. • Use your resources. • Ask for help.

  37. When transfers are unavoidable: • Do not “blind” transfer the call. • Provide a phone number in case the call is disconnected. • Communicate the Members issue prior to transfer. a) Saves time and frustration.

  38. Voice mail greetings. Keep greeting updated. Provide detailed information. • Alternative contact information. Positive closing.

  39. When leaving a message: • Identify yourself. • Repeat contact information. • Respect privacy. • Keep message concise and specific.

  40. While on the phone • Focus your attention on the caller. • Use the callers name during the conversation. • Build rapport with the caller. • Speak clearly. • Always be polite.

  41. Avoid eating, chewing or drinking. • Respect others. • Follow the “golden rule.” • Do unto others as you would have them do unto you.

  42. Questions

  43. Thanks a lot………… Best wishes………

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