Chapter –1 Communication & Interpersonal Skills

Certificate in Business Skills

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Certificate in Business Skills TCS Business Domain Academy

Chapter 1- Communication & Interpersonal Skills

Introduction

One should possess business skills to enter, stay in, and to achieve sustainable growth in an
industry. In this chapter, we are going to discuss about the different types of business skills
and their importance in one’s life followed by some tips to develop and improve these skills.

Learning Objective

At the end of this chapter, you would have learnt about:
• Know what business skills are.
• Understand communication skills
• Learn interpersonal skills

Table of
Chapter 1- Communication & Interpersonal Skills ................................................................. 3
1.1 Introduction to Business Skills ...............................................................................4
1.2 Communication Skills ............................................................................................8
1.3 Interpersonal Skills ..............................................................................................20
Summary ........................................................................................................................ 30

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. business skills are extensions of soft skills. It’s difficult to measure these skills but these have significant impact on every individual’s personal and professional development and also on the organizational culture and performance. Communication. These skills have been referred as “soft skills” in the past. It constitutes intrapersonal and interpersonal skills that determine a person’s ability to excel in the role which he/she plays in professional as well as in personal life. 1. Business skills are generally intangible. but it is only after they have been polished that the world will pay for their real value. which portrays an individual’s personality and attitude. have a basic market value. In fact. Etiquette. But recently this term is replaced with interpersonal skills. Soft skills help a person to gel well whereas business skills help him/her to be competent in an industry. These skills help one to fit into any kind of social structure like a project team or a company. Page 4 of 32 .” (William Thourlby) Business skills are personal and professional qualities and habits which are reflected in an individual’s personality.1.1 Business Skills Business skills include competencies in areas such as Emotional Intelligence.1 Introduction to Business Skills “People like diamonds. Conflict Management. Leadership. Self-Management. etc. because the term “soft” makes the perception of ‘little required to learn’ or ‘less effort to develop’ these skills. etc. An individual with soft skills coupled with hard skills and good flavor of personal qualities can fit into any kind of social structure and excel in any field. Business skills are a mixture of soft skills and good behavioral pattern. business skills. attitude and behaviors.Certificate in Business Skills TCS Business Domain Academy 1. In fact. it’s a combination of soft skills and personal attributes.

etc. change management. The below mentioned business skills along with other skills make the services more effective. A member of a project team needs to be a good team player whereas the manager of a project needs more of team building and communication skills. write clearly and so on.management.2 Importance of Business Skills Business skills help to build and maintain good interpersonal relations. It contributes greatly to the overall development of an individual and thereby to the social structure to which she/he belongs to. We will be discussing about each area in detail in the following chapters. Each business service is linked with one or more business skills which are prominent among others. people management.1. Soft skills help an organization to build business. These come from the ability to build relationships. Business skills help an individual to excel in different areas such as self. with staff and with each other. serve the clients. Soft skills along with personal qualities and good behavior constitute business skills. The business skill set requires varies from role to role and from situation to situation in business. Success of any professional firm depends on the strength and quality of personal relationships with the clients. This doesn’t mean that one can acquaint a particular skill and ignore the rest. listen well. a better place to live and the organization. The implication of each skill depends upon the role and situation. Business skills help an individual to create impression and it has a great impact on one’s professional development.Certificate in Business Skills TCS Business Domain Academy 1. It helps in decision making and also in communicating effectively. Every individual’s behavior and personal qualities added to the above mentioned skills makes the society. Page 5 of 32 . a better place to work. speak honestly and with authenticity. Without the existence of soft skills. Technical or hard skills are always supported by soft skills. 1.3 Business Skills & Service Paradigms Different roles require different sets of business skills. and to grow the staff. one cannot be efficient in technical or hard skills.1.

Writing Skills Integrated Product Teams (IPT). The below is the frequency of the usage of some of the business skills in an organization on a scale of 1 to 5: 1 being the least useful and 5 being most useful. Frequency of Business Skills Usage Communication Teamwork Personal Management Critical Thinking Leadership Creativity Technical/Scientific Social Responsibility 4. team work. Assertiveness.46 3.51 4. etc. Spoken English. are frequently used in organizational contest.47 4. Verbal Communication Concurrent Engineering Quality systems and processes Mindset. Integrity Global Project Teams Business Etiquette.91 4. Attention to details. Cultural Sensitivity Rapid changes in Business and Stress (self) Management Technology Innovation/Productivity Improvement Open. Creativity Table 1: Linkage of Services in a business and the Required Business Skills [Source: NASSCOM] The use of business skills vary from one to other. Inquisitive mind.Certificate in Business Skills TCS Business Domain Academy BUSINESS PARADIGM DEMANDED BUSINESS SKILLS Project Management Team Work Knowledge Management Written English.73 4. Attitude.89 1 Figure 1: Frequency of business Skills Usage Page 6 of 32 .91 3. Some skills like communication.95 3.

Unless and until. you have to analyze and find out which are the business skills you require for your current role. This helps you to excel in your current role and also to grow up your career ladder by balancing professional and personal life. • Start improving the skills required for your current role. But it is closely associated with personalities and behaviors. you work towards improving the skills. • Identify the skills required for you aspiration role. the demand for more improvement becomes directly proportional to the role which you play. First. • Go through some certification courses to get better understanding and tips to develop and improve business skills.Certificate in Business Skills TCS Business Domain Academy Studies shows that in IT hiring decisions. Working on business skills or soft skills requires a significant investment of time. As you go up in your career ladder. You can also find out the business skills required for your aspiration roles and start developing it. And these skills cannot be developed or improved by one day. • Analyze the skills required for your current role. Nobody is born with the business skills. • Start developing the skills needed for your aspiration role. You can follow the below mentioned tips: • Identify your strongest business skill • Try to project your strongest business skills. It’s an ongoing process. the efforts become ineffective and it’s again a costly affair. Strengthening or changing these skills are not an easy process. • Determine the weakest business skill in you. Then work towards to develop it. Business skills or soft skills get developed and improved as time passes and you getting molded by knowledge and experience. Page 7 of 32 . after getting an expert also. The skills which are most important for you depend on the role which you handle and your aspirations. team work is the most sought out skill in technical skill area and communication skill in business facing skill area.

The ability to communicate is the primary factor that distinguishes human-beings from other creatures and the ability to communicate well distinguishes him/her from others human-beings. the time which you spend on developing these skills will not get wasted. we all communicate to others in one way or the other.’ 1.) The best thing about developing and improving business skills is that it will provide best return on investment. whether it’s at work or at home.2 Communication Skills From the day one. There is no “one size fit all” solution in managing business skills. It also has some short-term benefit like handling an interview situation. Most of the time in our life is spend for communicating with others. These skills are transferrable into any career. Hence communication skill is the most important skill among all other soft skills or business skills. It is beneficial in long-term because one gets familiar with these skills as time passes. Business skills or soft skills or interpersonal skills do not become outdated.Certificate in Business Skills TCS Business Domain Academy • Work towards improving the weakest business skills by referring to books and videos on business skills • Slowly start working towards improving the skills by implementing what you have learned to develop these skills • Start becoming a mentor to your team members and involving them in games and activities to improve business skills (This will help you to improve your business skills as well as the team members’. whereas hard skills can become obsolete as technology and methodology changes. And also. Page 8 of 32 . Business skills get developed in the course of time and you have to deal with lots and lots of variance in developing these skills as different roles need different mixture of business skills at different situations ‘Skills are not a GOD gift. these can be acquired at any point of time in your life.

and as a way that one organization member shares meaning with the other. letters. Page 9 of 32 . “Communication is an exchange of facts. the objectives of improving communication skills and how to improve communication skills.2.1 Communication The ability to communicate is the primary factor that distinguishes human beings from animals and it is the ability to communicate well that distinguishes one individual from another. Communication skill is the ability to communicate effectively. Good communication makes an individual happy and successful social being. opinions or emotions by two or more persons. you need communication as the backup. symbols or messages. The reason is that communication skill is the most frequently used business skill. 1.2 Communication Process There are three major components in communication: sender. Gilson and Odirone define communication as” A communion by words. (Source: TCS Ultimatix-Knowmax) Communication is conveying a message or information. the activity of conveying information. ideas.2. Communication skill is considered as the most important skill among all other business skills. It is the skill which is required across the organization and across the globe. It is considered as the most important skills for any kind of role.” According to Newman and summer. To showcase all other skills.” The origin of the word communication is from the Latin word “communicare” which means “to share” or “to impart” 1.” Bellows.Certificate in Business Skills TCS Business Domain Academy Let us discuss about the importance of communication skills. Communication can be defined as “the activity of communication. medium through which the message is passed and receiver.

The effectiveness of communication depends on how we use it effectively.2.Certificate in Business Skills TCS Business Domain Academy It can be better understood from the following diagram: Medium Oral Visual Written Figure – 2: Communication Process (Source: TCS Ultimatix-Knowmax) 1. Non- verbal communication plays very important role in in-person communication Page 10 of 32 . The below mentioned are the common channels which we use in corporate • Telephone: This is a verbal communication channel • E-mail: This channel needs excellent writing skills to communicate effectively • In-person meetings: This involves both verbal and non-verbal communication.3 Channels of Communication There are many channels which we use for communication.

you can use both verbal and non-verbal communication to convey a formal message.2. A classification of communication is not as easy as one can adopt multiple styles and channels to convey the message. inconsistency) • Receiver distortion (selective hearing. tone and other non-verbal forms of communication • Noisy transmission (unreliable messages.Certificate in Business Skills TCS Business Domain Academy • Video Conferencing: This is more of technology based channel.4 Barriers of Communication • Language • Defensiveness • Misleading of body language. has same feeling as you • Perceptual biases • Interpersonal relationships 1. You can use all the types or forms of communication to convey a message.2. Visual aids are also used in this communication channel 1. For example.5 Types of Communication Types of communication varies according to the style and the channels used for communication. Types of communication can be classified as verbal and non-verbal in terms of mode or channel of communication. You can use facial expressions and gestures. It can also be classified as formal and informal according to the style of communication. Page 11 of 32 . This is more effective for more number of people or to communicate with distant and diversified locations. ignoring non-verbal cues) • Assumptions – assuming others see situation same as you. • Presentation: This channel also uses both verbal and nonverbal communication. It again depends on the situation or the context in which the communication happens. which are non-verbal in an informal meeting as well.

in a proper manner. It can happen anywhere. This happens mostly when two or more people enter in a conversation and Page 12 of 32 . Examples for formal communication are corporate letters. gestures. Formal and Informal forms of Communication Formal communication follows a formal format which has already been set. at any time. One need to be clear and focused on the subject at hand and not beat around the bush should not be ambiguous. about any subject. This type of communication has an official style. In non. This type of communication falls out of the boundaries of formal communications. Formal communications are mostly used in corporate or in business communication. Informal communications are established due to the informal associations of people. written memos. the communicator should communicate his/her thoughts clearly.verbal communication. voice culture. etc. body language. etc. There is no specified channel for informal communication.3 Verbal & Non-verbal Communication In verbal communication. expressive movements.Certificate in Business Skills TCS Business Domain Academy Verbal and Non-verbal Communication 90% body language + 8% tone of voice + 2% what you actually say Body Language Tone of Voice W hat you say Figure . eye contact. A formal communication can also occur in the first meeting of two strangers. the person who communicates uses facial expressions. meetings. official conferences.

We can understand the importance of effective communication from the figure 3 which is shown below: Figure 4 – Miscommunication and its outcome. Effective communication implies the effectiveness of the entire communication process. Grapevine is an example of informal communication in organizations. meaning of communication and the communication process will help a person to be an effective communicator. Most of the problems in an organization arise out of miscommunication or poor communication. An understanding of the basics of communication. It is about receiving information that others are sending to you.Certificate in Business Skills TCS Business Domain Academy they all know each other before hand. Generally. Effective Communication Effective communication means conveying your messages to other people clearly and unambiguously. informal communication happens in a free atmosphere. It starts from the idea to communicate till the feedback. (Source: TCS Ultimatix-Knowmax) Page 13 of 32 . with as little distortion as possible.

you need to improve your writing skills. To write well. Four Skills of Communication Writing Speaking Reading Listening 9% 45% 30% 16% Figure – 5: Four Skills of Communication These four skills are interdependent.2. you need to read well. you need to listen well. Page 14 of 32 . we can understand that the message didn’t reach the sender in the intended way. Hence. To improve your reading skills. To improve your listening skills.Certificate in Business Skills TCS Business Domain Academy Figure 4 shows how the communication is misinterpreted by the receiver. Let us discuss how the communication process works 1. From the above figure. Both the sender and the receiver play equal importance in a communication process. Each steps and elements involved in a communication process plays vital role. you need to improve your speaking skills. the output is something which the sender never wanted.6 The Four Skills of Communication • Listening • Speaking • Reading • Writing The below figure depicts how much each skill contribute to an individual’s total communication skills. To speak well.

To be a good listener. etc. etc. not the messenger or delivery. To be an active listener. • Ask questions Page 15 of 32 . whereas in listening. • Judge the content. consciousness. It involves attitudes and emotions. • Use multiple techniques to fully comprehend (ask. Below given are some tips to improve listening skills: • Listen openly and with empathy to the other person. acknowledge what is being said. not “They” • Do not react to emotional words. comprehend before you judge. you can look at somewhere you wish to. There is a lot of difference between hearing and listening. But. rephrase. active process of eliciting information. They just wait to talk. use “I” .Certificate in Business Skills TCS Business Domain Academy Listening Skills Most of the people don’t listen. repeat. For example. be specific. you need to maintain eye contact with the speaker. Listening includes interpersonal and oral exchange of ideas also. This includes mind. Hearing involves just the senses. • In work situations. interpret when necessary. take notes Paying attention and listening without interruption needs a lot of effort and practice. listening involves other things as well. body language. Even the involvement of senses is more in listening than in hearing. • Own up. you need to devote your time and effort. • Be open minded and non defensive • Minimize interruptions • Hear.) • Attend to non-verbal cues. understand the message and relate to it. The most important skill that an effective communicator should possess is listening skill. listen between the lines • Ask the other for his/her suggestions or views • State your position openly. but interpret their purpose. • One should not be preoccupied. not just words. • Do not try to control the conversation. in hearing.

Examples are Television talks. It is not just pronouncing words. you cannot interrupt the speaker much. Even when you record a speech for broadcasting. etc. meetings. etc. partially interactive and non-interactive. gender. Interactive speaking: Interactive speaking are face-to-face conversations and telephonic conversations. the speaker can get the response you’re your gestures. You can also ask the speaker to slow the speech or repeat. Examples of partially interactive speaking are presentations. radio broadcasts. You even have the chance to get more clarification by asking questions. eye contact. etc. if you wish to. we think about public speaking. Non-interactive: This kind of speaking is totally non-interactive. you need to be a good listener too. The audience or the listener cannot express their views. • Use words in proper order. Speaking skill is the skill which a person employs in oral communication. Speaking includes different situations such as interactive. • Follow a neutralized accent. in an organizational context.Certificate in Business Skills TCS Business Domain Academy Speaking Skills When we speak about speaking skills. you don’t get the chance to interact. talking to your superior or colleagues or talking over phone. speaking is associated with the oral communication which we do in an organization. Below given are some tips to improve speaking skills: • Read aloud and check the pronunciation. In this. • Construct sentence in proper way and speak • Speak with correct flow of thought Page 16 of 32 . body language. But. • Use appropriate vocabulary. in a presentation. In this. whether it’s clear and correct • Use correct tenses. speeches. To speak well. listening and speaking happens simultaneously. But. Partially interactive speaking: In this the speaker and the audience interact partially. It can be during a meeting.

Scanning: This kind of reading is useful when you search for specific information like searching for contact name and phone number in a directory. • Scan before you read • Prioritize • Read in a comfortable environment to optimize your reading • Don’t stop reading. skimming and detailed reading. Skimming: This technique is used when you read for getting main points. you should make sure that your main idea is standing out and other related information is supporting the main idea. until you get what you want. In this style of reading. Detailed reading: This is nothing but careful reading. These are scanning. You skip the detail in this style of reading. You may first start with skimming and then go back and read again to get the details. • If you are searching for particular information. Below given are some tips to improve reading skills: • Understand the purpose of reading. This style is followed mostly while reading newspaper. • Be choosy while reading to save your time to put it in for further readings. take what you require and leave the rest. read again. Through reading. There are different styles or techniques of reading depending on the purpose of reading. etc. chapter.Certificate in Business Skills TCS Business Domain Academy While you speak. which you are reading Page 17 of 32 . a person converts a message into meaningful information. If you are not able to answer. Careful reading is the best way as it helps you to acquire knowledge. • Focus on the purpose reading and the material. Ask questions to make sure that you got what you wanted. You learn thoroughly in this type of reading. This technique is also followed while reading the preface or introduction of a book. Active reading means reading with understanding. you search only for the useful information which will help you to do a particular task. Reading Skills Reading involves mental interaction with the message. This is even used in refreshing some information which you already know.

sentence structure. Electronic writing is inevitable in the corporate world. • Emoticons and abbreviations should not be used in formal e-mails. vocabulary. you have to be careful about the grammar. Page 18 of 32 . • In case files are sent as an attachment with the e-mail. right forms of words. the more wise and smarter you become. • Mentioning appropriate subject in the subject line is necessary. it is necessary to mention from where the e-mail address has been obtained. • Any e-mail must be replied to as soon as possible. • While giving a reply. This would help in getting a meaningful reply. • At the same time. let’s make these virtual and non-oral means communication more effective and clear.ail for the first time. • It is better to create an e-mail letter head for important matters. While writing. to communicate more effectively you need to follow certain tips for better business communication through e-mail. Now.Certificate in Business Skills TCS Business Domain Academy • Make reading a practice. relevant information should be provided. This will help to instill confidence in the other party. Let us consider an example of sending a business mail using e-mail. Writing Skills Writing has become more important than before because of the advancements in communication technologies. They are as follows: • While communicating to another person/company bty e-. etc. This will help the other party relate to the matter very easily. it is better to give a reference to the original message. The more you read. • The matter sent through e-mail should be as brief as possible. it is essential to obtain prior consent from the other party. whether it is electronics mails or it is websites. • Additional contact information like address or telephone numbers have to be provided. It requires more effort as you don’t get the chance to express through non-verbal mode of communication. • The mail should not be typed in capital letters.

wherever required. • Always use simple language and avoid ambiguous words. • Learn and practice grammar.Certificate in Business Skills TCS Business Domain Academy This is one way of communicating effectively through e-mail. forms of words. Implementing these skills will lead an individual to success in professional and personal life. if it’s long. • Enrich your vocabulary. • Check whether the spellings and the punctuations are right or not. Page 19 of 32 . • Select appropriate font style and size to make it pleasing. Use appropriate graphs/tables wherever necessary. • Keep it Short and Simple (KISS principle). sentence formation. • Use headings and sub-headings. • Break your message into paragraphs. Below given are some tips to improve writing skills: • Whenever you write. • Write with clarity. plan what you are going to communicate and how to communicate effectively. punctuations. • Be creative. a source of virtual non oral means of communication using interpersonal skills to influence the other party to act positively in the way you wanted them to. • Use Numbers and Bullets to highlights the points to make it ease for cross- referencing.

This makes it all the more important to acquire interpersonal skills to deal with both personal and virtual interactions. etc. facial expressions and gestures cannot be used to reinforce the idea expressed through oral communication. directing. voice mail. it is important to have good interpersonal skills. solving a problem. etc. the manager would require better interpersonal skills. taking a decision. this makes the role of interpersonal skills even more vital. Interpersonal skills are essential skills required for interacting and connecting with others. And also the usage of information technology has increased tremendously in the modern day scenario. giving a warning. Gelling well with other team members will add the essential attribute of team player to a person In fact. a manager would have to interact with employees. Now lets us have a glimpse of necessary qualities of a person with good interpersonal skills.3 Interpersonal Skills Interpersonal skills are very important in managing people and getting jobs done. it is the capability to interpret and manage one’s own feelings. peers and superiors. actions and motivations and those of others in social contacts. To succeed in team based organizations. Interpersonal skills are essential not only for managers and leaders but also for individual team members. These are essential qualities a person should be possessing to have better interpersonal skills. In the organizational context. For example. In many of these tools. interpersonal skills go hand in hand with other soft skills such as communication skills. In other words. who report directly to him/her. Page 20 of 32 . In various job situations like providing training. social intelligence. Various tools of information technology like e-mail. interpersonal skills refer to a person’s ability to interact effectively with other members of the organization like subordinates. A team usually contains members from diverse backgrounds and who have diverse values. are used in organizations nowadays. video conferencing.Certificate in Business Skills TCS Business Domain Academy 1. commending a good performance.

• Ability to learn from mistakes. • Ability to align with team goals in shared activities while pursuing own goals. • Ability to listen to others. 1. • Readiness to accept feedback. • Readiness to accept responsibility for his/her actions.3. all the activities of managers are oriented towards optimum business performance. • Willingness to train others in the organization. • Ability to get along with others. • Ability to influence the behavior of others positively. 1. • Ability to manage behavior in personal interactions. • Ability to resolve conflicts in time. For this. The possession of which will take him to greater heights in building relations in personal life and in terms of career at work place. Self-Awareness In general situations. • Readiness to share knowledge with others.2 Important Interpersonal Competencies for Managers Managers need to have good interpersonal skills if they are to be successful. • Good negotiation skills. Some Page 21 of 32 .3. they have to be aware of their own qualities. Given below are some the essential interpersonal competencies required for managers.their strengths and weaknesses.Certificate in Business Skills TCS Business Domain Academy These are also called as prototype of person having good interpersonal skills.1 A Prototype of Interpersonal Skills • Ability to treat everyone in the organization with respect. Some of the weaknesses managers often exhibit in regular work are: lack of capacity to understand the view point of others and the inability to motivate others.

Page 22 of 32 . The optimism displayed by the managers flows down to the subordinates and motivates them in a positive way to better their performance at work place.Certificate in Business Skills TCS Business Domain Academy managers even find it very difficult to take decisions in critical situations. it is very important to always take an optimistic view which will boost the confidence of the employee. It is very crucial for the managers to step back a little. For any situation. contemplate the situation. whatever be the situation. Being aware of the weakness is the most vital step in overcoming the weaknesses. a manager is expected to exhibit higher levels of determination at work place and should be able to guide the organization towards its goals. but their staff may not think so. It is most important for the managers to assess the situations and draw conclusions on how they are able to keep in control various tricky situations arising in the business environment of the organization. as in the case of any person. Then they need to do a rethink on their leadership and interpersonal skills and abilities. and check if they have behaved in an extreme manner. If the manager does not exhibit optimism and in turn if he tends to imbibe any pessimistic views then it adversely affects the employees hampering their performance levels and thereby decreasing the overall productivity of the organization. it is possible to take either a pessimistic or an optimistic view. Motivation Motivation imbibes optimism and determination. Determination is another important aspect of motivation. Acknowledging Acknowledging the Interests of subordinates is another interpersonal competency that a manger should possess. Many managers and leaders may believe that they are able to maintain adequate control in the organization. Control The skill to control others is the most important factor in interpersonal skills. For managers.

It is extremely important for managers to have good interpersonal skills as they spend a good part of their time interacting and dealing with others. the manager is expected to understand the viewpoint of his subordinates and act accordingly. acknowledging the interests of subordinates will help in avoiding many conflicts. subordinates may hesitate to seek clarifications or to dispute any opinion given by managers. they have to acquire the skills necessary for improving their interactions with others and become skilled at understanding the behavior of others. For example. Communication Skills A very vital and essential component of interpersonal skills is communication skills. This kind of nervousness can be overcome to some extent through practice. many people are nervous about interacting with others. the way they communicate with peers will be different from the way they communicate with subordinates. In some situations.3. In order to develop these skills. feelings. While some have outstanding interpersonal skills. This will gradually help them make any corrections necessary in their own behavior. this may not be the case with others. be it suppliers. This is because. This instills a sense of respect and confidence among subordinates regarding managers and also imbibes a feeling of belongingness among the employees towards their organization. peers or subordinates. intentions.Certificate in Business Skills TCS Business Domain Academy Managers should have an understanding of the views. superiors. Managers should be able to adapt the way of communicating with peers and subordinates ti suit each situation. Interpersonal skills can also be improved by repeated practice. customers. For example. 1. a new Page 23 of 32 . Many people may not even be aware of the flaws in their interpersonal skills and may actually believe they are good. Hence. especially in formal communications. For example. This may lead to miscommunication in some of the areas which will adversely affect the performance of employees leading to downturn of the performance of the organization as a whole. and interests of their subordinates in all matters related to the organization.3 Developing Interpersonal Skills Each individual has different levels of interpersonal skills.

view or intention clearly without being aggressive. The behavior of others can be observed and interpreted during the process of interactions. Assertive people are able to engage in discussions where they respect viewpoints of others without losing their own point of view. There are also chances of wrong assessments as past experiences with that person may affect the current assessment of his/her behavior. It would be even more difficult to do this when employee is not expecting this kind of action. it is practically impossible to find out what exactly is on other person’s mind. But how are these skills acquired? We shall now discuss some of the practical steps in developing the interpersonal skills of managers. which will enhance their control over the employees at work place and in turn helps them build better and compatible work groups. This is the reason why it is important for managers to know the individual members of their group and their personalities so that they can have a good understanding of the behaviors of the employees working under them So it is now quite clear that any manager needs good interpersonal skills to perform his/her job effectively. These are the various practical steps to develop interpersonal skills. People who fail to use Page 24 of 32 . Develop assertiveness Assertiveness can be defined as the ability to state your point. But firstly we need to remember that a person or a manager should have an inner interest to know the behavior of other people only then one can gain the knowledge of these interpersonal skills and can master them to perfection.Certificate in Business Skills TCS Business Domain Academy marketing manager in an organization may initially find it difficult to convey to a sales person working under him/her that his performance is bad or that he is going to lose his job because of repeated nonperformance. With experience manager will gradually tend to overcome such problems. It is also important to remember that though interpretations can only be made on the basis of what a person exhibits outwardly.

For example. In most cases people are told what their responsibilities are at the time of joining an organization. it a responsibility which he/she takes up voluntarily. In organizations. In case of any doubt. Assertiveness is essential in solving problems in an organization in such a way that all the parties concerned are able to come out of the situation reasonably satisfied. they have to seek clarifications. the responsibilities that a person usually has to perform include those which are part of the job. This is responsibility which arises out of a particular situation. They should avoid all disturbing gestures while they communicate and should try to look friendly. The tone of their voices should be appropriate to what they are trying to communicate.Certificate in Business Skills TCS Business Domain Academy their assertive skills are likely to be manipulative and try to make others do what they do not really want to do. What they are trying to say should correspond with how they are saying it. When trying to communicate assertively their body language is very important. Managers who want to develop assertiveness should think how they would want to be treated by others at the workplace and try to treat all others in the organization in the same way. If they are anxious. it affects the way they put across things. Others may be extremely aggressive and tend to provide over directions in workplace. Assertiveness is essential for managers to work effectively in organizations. It should not give the impression that they are aggressive. if the HR manager of a particular branch takes up the task of conducting the photo exhibition in hi/her branch office. If the manager of the branch goes on a vacation then the HR manager may have to additional responsibility of managing the branch office along with conducting the photo exhibition. Still others mat adopt passive positions at the workplace just to avoid confrontations. But assertive people would be able to take a middle path in such situations. those which the person voluntarily takes up. In any case if they make Page 25 of 32 . and those which arise out of certain situations. It helps a person to cope up effectively with uneasy people and uneasy situations. Accept Responsibility Accepting responsibilities can help people advance their careers.

etc. if a co-worker points out a mistake in the way in which they are performing a task. There are various ways manage conflicts. poor working conditions. For example. They are inevitable to the working of any organization. • Accommodating This approach involves sacrificing one’s own position and playing more importance to reaching an agreement. This kind of behavior shows maturity on their part. Physical avoidance could be in the form of refusing to take a phone call. but they can be managed properly without causing harm to the organization. In fact. Similarly. Page 26 of 32 . Such conflicts can occur due to factors like stress. Avoidance can only be used as shot term approach to conflict management. they are as follows: • Avoiding This approach involves avoiding the conflict when confronted by it. miscommunication. selfishness. they should acknowledge his/her suggestion cheerfully. Sometimes even personal conflicts occur in organizations and these are often detrimental to the proper functioning of the organization. while developing a new product. depression.Certificate in Business Skills TCS Business Domain Academy a mistake they should be ready to take up the responsibility of it rather than try to put the blame on someone. Manage Conflicts Conflicts often arise when there is opposition to ideas or when there is miscommunication. Psychological avoidance involves refusing to acknowledge the existence of a problem or its seriousness. refusing to meet the parties involved in the conflict. certain types of conflicts are good for organization. Such conflicts should be encouraged but should not be allowed to go beyond a limit. the team members involved in the project may have conflicting ideas about the design or such other aspects. Avoidance can be physical or psychological. etc. unattainable work expectations.

For some organizational issues like reducing costs or imposing certain unpopular decisions which are in the interests of the organization. this approach is required. interpersonal skills are not very critical. • Collaborating In collaborative approach. b) When the person wants to reduce the extent of loss in a losing situation.Certificate in Business Skills TCS Business Domain Academy Some of the situations where accommodating approach can be used are: a) When a person is sure that he/she is wrong. it may be necessary in some situations. For Page 27 of 32 . competing. Through this approach. in case of an emergency. this approach may be preferred. both the partes involved in the conflict forgo something that they were trying to achieve in order to reach an agreement. the relationship between the parties involved can be improved while resolving the conflict at the same time. In this approach. While this approach creates animosity in most cases. • Compromising In comprise. c) When the issue is not as important to the person as it is to the other party. It is therefore important for them to be specific. objective. the needs of both the parties involved in the conflict are met. This approach is necessary when it is necessary to ensure a long term relationship between the parties involved in the conflict. • Competing This approach to conflict management involves not paying any heed to the concerns of the other party involved in it. For example. But . This approach can be considered as a backup when attempts for collaboration fail. and non-emotional while describing the issue at hand. while trying to use the other three approaches-collaborating. it is necessary to take quick action. the basic assumption is that conflict is a natural part of life and that it can be solved.the way people conduct themselves is very important. In such cases. While trying to avoid conflict or accommodate the demand of another person. It is better for them to convey their feelings about an incident rather than accuse a person directly. or comprising.

“you are never on target” it is better if they start with “I am disappointed because….” In short an aggressive approach has to be avoided as this only serves to alienate the other party involved in the conflict.Certificate in Business Skills TCS Business Domain Academy example. Another problem is of the listener jumping to conclusions. An understanding of these will go a long way in developing interpersonal skills. Anger often breeds anger and may lead to arguments between persons concerned. In such a situation.3. • Emotional arousal: In excess.4 Factors Hampering Interpersonal skills There are many hindrances to effective interpersonal interactions. In addition it may also cause a dent in the relationship. For example. when a person is excessively angry he/she may not understand the other person completely. negative emotions can prove to be another major block to interpersonal interactions. Page 28 of 32 . when a manager is communicating with a subordinate then he/she may give the impression that they have understood everything what the manager has just told them even if that is not the case exactly. instead of saying. The most factors hampering interpersonal interactions are: • Poor listening: Listening attentively to what the other person says ensures effectiveness of interpersonal interactions. In an interpersonal communication if the listener is not paying attention to what the other person is saying then all the efforts put in by the person speaking to make the listener understand will go in vain. The best possible course of action in such a situation would be to stop the interaction till the people involved are able to get their emotions under control. For example. the manager should ask for immediate feedback from the subordinates. This applies primarily in the case of negative emotion like anger. 1.

Page 29 of 32 . They both have different objectives. the parties involved may sometimes have differences in objectives or interests. This is especially true in organizations where everyone is busy and has no time to get feedback on what they have said. take the case of an interaction between a manager and a subordinate. The objective of the subordinate may be to avoid being criticized for that problem. Such interpersonal interactions can be fruitful only when both the parties involved have a common objective. For example. The objective os the manager may be to find a solution to a problem related to the loss of work hours due to machine failure. • Differences in objectives: In interpersonal interactions.Certificate in Business Skills TCS Business Domain Academy • Lack of time: Time pressure can affect the interpersonal interactions between two persons to a great extent.

acknowledging. • Communication is conveying a message or information. Perceptual biases. Video Conferencing. speaking. Page 30 of 32 . In-person meetings. attitude and behaviors. are some of the interpersonal competencies needed for a good manager. • There are three major components in communication: sender. motivation. are the barriers to communication. reading and writing. Noisy transmission. Defensiveness. • The skills which are most important for you depend on the role which you handle and your aspirations. formal & informal. stay in. control. • Different roles require different sets of business skills. etc. • Business skills help to build and maintain good interpersonal relations. Receiver distortion. • The four skills of communication are listening. • Business skills are personal and professional qualities and habits which are reflected in an individual’s personality. peers and superiors. • Communication skill is considered as the most important skill among all other business skills. E-mail. • Language. • Telephone. tone and other non-verbal forms of communication. etc are some of the communication channels used in corporates. and to achieve sustainable growth in an industry. etc. Presentation. Misleading of body language. • Interpersonal skills refer to a person’s ability to interact effectively with other members of the organization like subordinates. etc. communication skills. Interpersonal relationships. Assumptions. • Business skills are a mixture of soft skills and good behavioral pattern. • Self-Awareness. • Types of communication are verbal & non-verbal.Certificate in Business Skills TCS Business Domain Academy Summary • One should possess business skills to enter. • Effective communication means conveying your messages to other people clearly and unambiguously. medium through which the message is passed and receiver.

• Factors hampering interpersonal skills are Poor listening. etc. Page 31 of 32 . Emotional arousal. accept responsibility and manage conflicts. one need to develop assertiveness. Lack of time.Certificate in Business Skills TCS Business Domain Academy • For developing interpersonal skills. Differences in objectives.

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