SOFT SKILLS

PRESENTATION BY AJIT SINGH RAWAT

Topics
EFFECTIVE COMMUNICATION

BODY LANGUAGE
DRESSING FOR SUCCESS
E MAIL ETIQUETTES
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

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

What is required?
Communication skills

Body language
Presentation skills
Team work
Professional ethics
Interpersonal skills
Time and stress management

EFFECTIVE COMMUNICATION

Communication
Definition

Example
Type
Basic skills
Barriers to communication
TACTFUL conversation

Communication defined..
Exchange of information

2 way process
From sender of information to receiver of

information
Information should be exchanged in its entirety
Its often distorted

Communication -- types

Positive communication
Negative

communication

Positive communication
Tells the recipient what can be bone

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.

Negative communication
Tells the recipient what cannot be done

Has a subtle tone of blame

Includes words like cant, wont, unable to, that

tell the recipient what the sending agency cannot

do
Does not stress positive actions that would be
appropriate or positive consequences

Communication : basic skills

Verbal communication

Non verbal communication

Communication : speaking

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

Communication : barriers
Language

Body language
Selective hearing / non verbal cues
Power struggles
Self made assumptions
Distrusted source
Perpetual bias
Cultural differences

TACTFUL Conversation
T : Think before you speak

A : Apologize quickly when you blunder

C : Converse, dont compete
T : Time your comments
F: Focus on behavior not on personality
U : Uncover hidden feelings
L : Listen for feedback

DOS AND DONTS

Do be direct and calm

Dont be rude and pushy

Do spare others your unsolicited advice

Dont be patronizing, superior or sarcastic

Do acknowledge that what works for you may not work for others

Dont make personal attacks or insinuations

Do say main points first, offer more details if necessary

Dont expect others to follow your advice or

always agree with you

Do listen for hidden feelings

Dont suggest changes that a person can not

easily make

Thanks A lot .

BODY LANGUAGE

Why is body language important?

To keep people's attention

To create a good atmosphere

To create more impact

Body language means:

How you stand

How you move

How you appear to people
How you look at people
How you sound

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.

How you stand

Stand straight.

Stand on both legs.

Dont lean against anything.

Stand where everyone can see you.

Face the audience directly.

Dont obstruct the foils.

Stand by the screen when pointing to foils.

Stand away from it when talking about them.

How to move
Avoid nervous movements.
Dont walk up and down.
Keep your hands down except for gestures.
Dont fidget, scratch, Jiggle your legs, etc

Use gestures for emphasis.

Practice appropriate gestures.
Dont overdo it.
Avoid arm-waving.

Look energetic
Why
Energy holds peoples attention. Lack of energy puts

people to sleep.
How
Stand straight

Put energy into your eyes, voice and movement s.

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.
Dont make nervous movements.

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

CONCLUSION
Body is a powerful instrument in a speech.

Usually body language occurs unconsciously.

Nonverbal expressions communication a great

part of emotional experience.

Thanks A lot.

DRESSING FOR SUCCESS

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.

What influenced you?

Apparent level of sophistication

Color of tie, shoes , dress

Well-groomed appearance
Conservative appearance
Overall attractiveness
Non-verbal signals
Apparent level of self-confidence

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 selfconfidence, dependability and professionalism.
Your appearance can determine how people you
meet will react to you.

First Impression guidelines colors

that work
Dark to medium range blues

Navy blue- respected by all socio-economic levels

Gray
Camel/beige
Burgundy
Rust
Black
Dark brown

First impression guidelines colors

to avoid
WOMEN
Most pastels, especially pale yellow
Bright orange
Men and women
Most shades of green
Mustard __ bad,bad,bab
Dark colors make you seem more powerful; only
use when you need control.

First impression guidelines __ the

suit
Decent formal attire

Tailored and pressed clothes for men and women

Minimal jewelry, cologne and makeup
Leather lace-up shoes for men
Avoid gaudy/flashy footwear (no floaters please)

First impression guidelines__

grooming
Hair clean and neat

Details no mission buttons, lint or tags

Hands clean, manicured fingernails
Fit clean, pressed and proper fit
Smell little or no cologne; no cigarette odor
Breath fresh, clean breath; use a breath mint

First impression guidelines -accessories

Belts classic, quality leather

Bags and briefcases small, dark-colored leather

briefcase
Jeweler minimal; business watch, nothing flashy
Scarves and ties silk

Question?

E MAIL ETIQUETTE

E mail Etiquette
The purpose of email etiquette;

Professionalism.
Efficiency.
Security.

Email rules
Know your internal policies.

Answer questions asked in the original email.

Use proper punctuation, grammar and spelling

E-mail rules
Personalize your e-mail.

Avoid unnecessary file attachments.

Check for proper layout.
Use high priority option sparingly.

E-mail rules
DO NOT USE ALL CAPITAL LETTERS!

Read message thoroughly before sending.

Know when to reply to all.
Don't abbreviate.
Delete chain letters immediately.

E MAIL RULES
Protect confidential information.

Clearly identify the subject.

Avoid unprofessional language.
Minimize use of bold font.
Use blind copy (BD) when individuals dont know

each other.

 Use appropriate opening and closing.

Auto respond when out of the office.

Dont burn your bridges.

Enforcing EMAIL ETIQUETTE

Stat abreast if internal policy.

Attend available training.

When in doubt, ask.

E-MAIL PRIVACY
There is no such thing.

Be aware of company monitoring systems.

Once sent, e-mail cannot be controlled.
Protect information from hackers.

Question ??????

Telephonic Etiquette

Telephone Etiquette
Answer calls within three rules.

Greet the caller.

Identify yourself.
Identify your school.
Ask how you can help.

 Answer with a smile.

Placing callers on :hold:;

Ask if the caller minds being placed on hold.
Check back with callers so they dont think youve

forgotten them.
Its okay if you dont know the answer
immediately.
a) If you need to research provide an estimate of
when you will follow up

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.

 When transfers are unavoidable:

Do not blind transfer the call.

Provide a phone number in case the call is

disconnected.
Communicate the customers issue prior to
transfer.
a) Saves time and frustration.

 Voice mail greetings.

Keep greeting updated.

Provide detailed information.
a) Alternative contact information.
Positive closing.

 When leaving a message:

Identify yourself.
Repeat contact information.
Respect privacy.
Keep message concise and specific.

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.

 Avoid eating, chewing or drinking.

Respect others.
Follow the golden rule.
a) Do unto others as you would have them do unto

you.

Questions

Thanks a lot