Road

To
 Soft Skills

What is soft skill?

soft skills are the personal attributes that

allows us to effectively relate to others. These
skills enhance our personal interactions and
lead to greater job performance and
satisfaction.
 Soft Skills

• Communication
• Listening
• Positive Attitude
• Showing Empathy
•Stress Management/Anger Management
 Communication

Types of Communication

1. Internal Communication
2. External Communication
OR
3. Verbal Communication
4. Nonverbal Communication
Effective communication builds effective employees.
 Communication
Ways to communicate more effectively with customers :

1: Use a friendly tone will encourage others to speak openly with you
2: Listen actively without interrupting
3: Avoid negative questions
4: It is important to be confident in all of your interactions with others
5. Avoid distractions and stay focused on the conversation, On the phone
6: Use analogies to explain technical concepts
7: Use positive instead of negative statements
8: Be careful of misinterpreted words and phrases
9: Remember that technical problems involve emotional reactions
10: Anticipate customer objections and questions
11: Keep the customer informed
12:Use magic words
 Process of Offering Service
• Opening greetings: Assalamu alaikum, How may I help you?
• Waiting: Sir/Madam ,can you give me some time, I will get back to
you right away.
• Further Assistance: Sir/Madam ,is there anything else,I can help you ?
• Ending greetings: Thank you, for coming to Apollo Hospital.
 Becoming an Active Listener
 Pay Attention
• Put aside distracting thoughts.
• Don't mentally prepare a denial!
• Avoid being distracted by environmental factors. For example, side conversations.
• “Understand" the speaker's voice tone .
 Show That You're Listening
• Encourage the speaker to continue with small verbal comments like yes, and uh huh.
 Provide Feedback
• Reflect what has been said by paraphrasing. "What I'm hearing is," and "Sounds like you are saying," are great
ways to reflect back.
• Ask questions to clarify certain points. "What do you mean when you say." "Is this what you mean?"
• Summarize the speaker's comments periodically.
 Becoming an Active Listener
 Defer Judgment
• Allow the speaker to finish each point before asking questions.
• Don't interrupt with counter arguments.
 Respond Appropriately
• Be candid, open, and honest in your response.
• Assert your opinions respectfully.
• Treat the other person in a way that you think he or she would want to be treated.
• First understand the situation and then reply accordingly .
 Effective probing

Asking the right questions is key to getting the right answers

• What Invite more detail

How

Invite personal reflection

• Do you
Are you

• Why Problematic
 Effective probing

Some Probing Questions:

Could you please tell me more about…

I’m not quite sure I understood …Could you tell me about that some more?

I’m not certain what you mean by… Could you give me some examples?

Could you tell me more about your thinking on that?

You mentioned….Could you tell me more about that? 

This is what I thought I heard…Did I understand you correctly?

So what I hear you saying is…”

Can you give me an example of…

What makes you feel that way?

You just told me about…. I’d also like to know about…. 
 Positive
Attitude Attitude
An attitude is an expression of favor or
disfavor towards a person, place, thing,
or event

A manner of thinking, feeling, or

behaving

An attitude is "a relatively

organization of beliefs, feelings, and
behavioral tendencies
 Positive
The Iceberg Attitude
 Positive
The Iceberg Attitude
 Positive
The Iceberg Attitude
 Positive
The Iceberg Attitude
 Positive
The Iceberg Attitude
 Positive
The Iceberg Attitude
 Positive
Positive Attitude
Attitude
If you can not feel good about your product & service, How can a customer be. And Before that, you need to
good about yourself first and it helps you feel good about what you do.

To Stay positive, you need to :

• Dress for success

• Become Customer Focused
• Own the problem
• Be enthusiastic

Remember always:
•Regardless of circumstances, you always control your
own attitude.
•Your attitude can improve the worst situation or ruin the
best one.
•Successful people consciously choose a positive attitude.
 Connecting with Others through
Empathy

Listen
Focus your attention outwards

Withhold judgment

Open up

Offer help

Offer physical affection

 Building Up Your Empathy
Treat people as being important
• Practice curiosity about strangers

• Volunteer Use your

imagination

Practice experiential empathy

Challenge your own prejudice

Anger
Management
 Anger Management
Ways to Keep Cool:
• Get exercise every day.
• Eat right.
• Get enough sleep.
• Learn to relax.
• Know your feelings.
• Write about those feelings.
• Find a quiet place.
• Take a time out.
• Find fun distractions.
• Make good decisions about
what you see and hear.
• Choose friends who make
you feel good.
• Learn to forgive and forget.
 Managing Stress
• Redirect it into your work.
• Exercise.
• Keep a Regular Schedule (Eating, Sleeping, etc.)
• Eliminate or Reduce the Sources of Stress
• Most things aren’t THAT important.
• Seek help / advice from others.
 Managing Stress

 Assume Control.
Adopt attitude of responsibility
Do something specific
Seek information; ask for help
 Do’s
Few Things to be Remembered
• Greet your customers accordingly
• Address your customers as Sir/Madam
• Maintain customers appointment queue properly
• Maintain customers priority (If applicable)
• When customer ask for direction always guide the right way
• Do report incidents on Log book or to superiors this will help to do any
service recovery if needed.
• Be aware about fraudulent activity & ensure security of all assets
• Keep your Workplace/Desk clean
• Keep follow up for better service
 Don'ts
• Don’t shout / Speaks loudly in the office premises.

• Its recommended that don’t use mobile phone while talking with your customer/in
front of customer.

• Don’t insult / Pinch your customer.

• Don't Argue with the customer.

• Don’t make promises that exceed your authority.