Soft skills Module

Shri Technologies Soft skills Module DDU GKY 2016



Table of Contents MODULE 1 .................................................................................................................................................. 3 INTRODUCTION TO THE COURSE......................................................................................................... 3 ...................................................................................................................................................................... 4 Communication ............................................................................................................................................. 8 Grooming .................................................................................................................................................... 12 First Impression ........................................................................................................................................... 13 Present Yourself Appropriately ................................................................................................................... 14 Body Language ............................................................................................................................................ 17 Habits .......................................................................................................................................................... 18 Positive Attitude ......................................................................................................................................... 20 Decision Making .......................................................................................................................................... 22 Listening Skills ............................................................................................................................................. 26 Negotiation ................................................................................................................................................. 28 Creative Thinking ........................................................................................................................................ 30 Conversation ............................................................................................................................................... 31 Word Grouping ........................................................................................................................................... 32 Shopping vocabulary ................................................................................................................................... 33 Crosswords .................................................................................................................................................. 34 Form Filling .................................................................................................................................................. 35 Interview Etiquettes .................................................................................................................................... 36 Form Filling .................................................................................................................................................. 38

MODULE 1 INTRODUCTION TO THE COURSE

Introduction: Soft skills is a term often associated with a person's 'EQ' (emotional intelligence quotient), which is the cluster of personality traits that characterize one's relationships with other people. These skills can include a) Social graces b) Communication abilities c) Language skills d) Personal habits e) Cognitive or Emotional empathy f) Leadership traits. Soft skills contrast with hard skills which are quantifiable and measurable. A person's soft skill EQ is an important part of their individual contribution to the success of an organization. Organizations which deal with customers face-to-face are generally more successful if they train their staff to use these skills. Screening or training for personal habits or traits such as dependability and conscientiousness can yield significant return on investment for an organization. For this reason, soft skills are increasingly sought out by employers in addition to standard qualifications.

The components of softskills that make a person successful are 1. Leadership Skills. Companies want employees who can supervise and direct other workers. They want employees who can cultivate relationships up, down, and across the organizational chain; assess, motivate, encourage, and discipline workers; build teams, resolve conflicts, and help to create the desired culture. 2. Teamwork. Most employees are part of a team/department/division, and even those who are not on an official team need to collaborate with other employees. You may prefer to work alone, but it’s important to demonstrate that you understand and appreciate the value of joining forces and working in partnership with others to accomplish the company’s goals. 3. Communication Skills. Successful communication involves five components. Verbal communication refers to your ability to speak clearly and concisely. Nonverbal communication includes the capacity to project positive body language and facial expressions. Aural communication is the ability to listen to and actually hear what others are saying. Written communication refers to your skillfulness in composing text messages, reports, and other types of documents. And visual communication involves your ability to relay information using pictures and other visual aids. 4. Problem Solving Skills. Many people shirk from problems because they don’t understand that companies hire employees to solve problems. Glitches, bumps in the road, and stumbling blocks are a part of the job. The ability to use your knowledge to find answers to pressing problems and formulate workable solutions will demonstrate that you can handle – and excel in – your job.

5. Work Ethic. While you may have a manager, companies don’t like to spend time micromanaging employees. They expect you to be responsible and do the job that you’re getting paid to do, which includes being punctual when you arrive at work, meeting deadlines, and making sure that your work is error free. And going the extra mile shows that you’re committed to performing your work with excellence. 6. Flexibility/Adaptability. In the 21st century, companies need to change at the speed of light to remain competitive. So they want workers who can also shift gears or change direction as needed. Also, while the economy may be recovering, many companies are not fully staffed, so they want employees who can wear more than one hat and serve in more than one role. 7. Interpersonal Skills. This is a broad category of “people skills” and includes the ability to build and maintain relationships, develop rapport, and use diplomacy. It also includes the ability to give and receive constructive criticism, be tolerant and respectful regarding the opinions of others, and empathize with them.

Soft skills training offers many benefits, including: Empowerment, Mastery & Purpose 1. Ability to communicate effectively with co-workers, employers, clients and customers, friends and family members: relationship enhancement 2. Improvement of time management, organizational skills & goal setting 3. Development of leadership skills to improve teamwork, creativity, efficiency & productivity 4. Development of presentation skills to enhance sales, project explanations, self- confidence, relationship development 5. Ability to recognize stress symptoms & develop stress deflecting strategies 6. Effective strategies for transition & change 7. Brain storming & problem solving strategies to increase creativity and collaborative outcomes

Communication Being able to communicate effectively is the most important of all life skills. Communication is simply the act of transferring information from one place to another, whether this be vocally (using voice), written (using printed or digital media such as books, magazines, websites or emails), visually (using logos, maps, charts or graphs) or non-verbally (using body language, gestures and the tone and pitch of voice). How well this information can be transmitted and received is a measure of how good our communication skills are. Developing your communication skills can help all aspects of your life, from your professional life to social gatherings and everything in between. The ability to communicate information accurately, clearly and as intended, is a vital life skill and something that should not be overlooked. It’s never too late to work on your communication skills and by doing so improve your quality of life. Communication Process Seven major elements of communication process are: (1) sender (2) ideas (3) encoding (4) communication channel (5) receiver (6) decoding and (7) feedback. Communication may be defined as a process concerning exchange of facts or ideas between persons holding different positions in an organisation to achieve mutual harmony. The communication process is dynamic in nature rather than a static phenomenon. Communication process as such must be considered a continuous and dynamic inter-action, both affecting and being affected by many variables.

(1) Sender: The person who intends to convey the message with the intention of passing information and ideas to others is known as sender or communicator. (2) Ideas: This is the subject matter of the communication. This may be an opinion, attitude, feelings, views, orders, or suggestions. (3) Encoding: Since the subject matter of communication is theoretical and intangible, its further passing requires use of certain symbols such as words, actions or pictures etc. Conversion of subject matter into these symbols is the process of encoding. (4) Communication Channel: The person who is interested in communicating has to choose the channel for sending the required information, ideas etc. This information is transmitted to the receiver through certain channels which may be either formal or informal. (5) Receiver: Receiver is the person who receives the message or for whom the message is meant for. It is the receiver who tries to understand the message in the best possible manner in achieving the desired objectives. (6) Decoding: The person who receives the message or symbol from the communicator tries to convert the same in such a way so that he may extract its meaning to his complete understanding. (7) Feedback: Feedback is the process of ensuring that the receiver has received the message and understood in the same sense as sender meant it. Barriers

 The use of jargon. Over-complicated, unfamiliar and/or technical terms.  Emotional barriers and taboos. Some people may find it difficult to express their emotions and some topics may be completely 'off-limits' or taboo.  Lack of attention, interest, distractions, or irrelevance to the receiver. (See our page Barriers to Effective Listening for more information).  Differences in perception and viewpoint.  Physical disabilities such as hearing problems or speech difficulties.  Physical barriers to non-verbal communication. Not being able to see the non-verbal cues, gestures, posture and general body language can make communication less effective.  Language differences and the difficulty in understanding unfamiliar accents.  Expectations and prejudices which may lead to false assumptions or stereotyping. People often hear what they expect to hear rather than what is actually said and jump to incorrect conclusions.  Cultural differences. The norms of social interaction vary greatly in different cultures, as do the way in which emotions are expressed. For example, the concept of personal space varies between cultures and between different social settings. Practice of Effective Communication ……………………………………………………………………………………………………………… ……………………………………………………………………………………………………………… ……………………………………………………………………………………………………………… …………………………………………………………………………………………………………….… ……………………………………………………………………………………………………………… ……………………………………………………………………………………………………………… ……………………………………………………………………………………………………………… …………………………………………………………………………………………………………….…

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Grooming Personal grooming is the term for how people take care of their body and appearance. Habits that are considered personal grooming include bathing, dressing, applying make-up, hair removal, and taking care of one's teeth and skin. A person's personal grooming routine may determine how he or she feels about themselves, and how other people perceive him or her. One of the most important aspects of personal grooming is bathing regularly. While bathing, a soap product should be used to clean the body. Hair should be cleansed using a shampoo, and a hair conditioner may be applied. Hair should be kept clean and combed daily. Regular haircuts usually keep hair healthy and in good condition. Hair can be styled in many different ways using a variety of different styling products. After a bath or shower, many people take care of their skin and teeth. Skin care typically consists of using products designed to clean, exfoliate, moisturize, and improve the appearance of the skin. Taking care of one's teeth generally involves a flossing and brushing the teeth using toothpaste. Mouthwash may also be used. Some people opt to use toothpaste that has whitening properties in order to brighten the color of the teeth.

First Impression It takes just a quick glance, maybe three seconds, for someone to evaluate you when you meet for the first time. In this short time, the other person forms an opinion about you based on your appearance, your body language, your demeanor, your mannerisms, and how you are dressed. With every new encounter, you are evaluated and yet another person's impression of you is formed. These first impression can be nearly impossible to reverse or undo, making those first encounters extremely important, for they set the tone for all the relationships that follows. So, whether they are in your career or social life, it's important to know how to create a good first impression. This article provides some useful tips to help you do this. Be on Time Someone you are meeting for the first time is not interested in your 'good excuse' for running late. Plan to arrive a few minutes early. And allow flexibility for possible delays in traffic or taking a wrong turn. Arriving early is much better that arriving late, hands down, and is the first step in creating a great first impression. Be Yourself, Be at Ease If you are feeling uncomfortable and on edge, this can make the other person ill at ease and that's a sure way to create the wrong impression. If you are calm and confident, so the other person will feel more at ease, and so have a solid foundation for making that first impression a good one. See our article on Centering Add to My Personal Learning Plan to find out how to calm that adrenaline!

Present Yourself Appropriately Of course physical appearance matters. The person you are meeting for the first time does not know you and your appearance is usually the first clue he or she has to go on. But it certainly does not mean you need to look like a model to create a strong and positive first impression. Practice of Effective Grooming ……………………………………………………………………………………………………………… ……………………………………………………………………………………………………………… ……………………………………………………………………………………………………………… …………………………………………………………………………………………………………….… ……………………………………………………………………………………………………………… ……………………………………………………………………………………………………………… ……………………………………………………………………………………………………………… …………………………………………………………………………………………………………….… ……………………………………………………………………………………………………………… ……………………………………………………………………………………………………………… ……………………………………………………………………………………………………………… ………………………………………………………………………………………………………….…… ……………………………………………………………………………………………………………… ……………………………………………………………………………………………………………… ……………………………………………………………………………………………………………… ……………………………………………………………………………………………………………..… ………………………………………………………………………………………………………………

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There are a variety of occasions where you'd want to dress to impress, whether at a job interview or at that evening gala. Fortunately there are ways to make that easier to do! 1. Research the companies dress code 2. Wear something conservative 3. Wear something that is comfortable and confident 4. Make sure that the shoes match the outfit 5. Make sure that you are neatly groomed 6. Have atleast two different outfits 7. Dress for the occasion 8. Enhance your normal style 9. Dress for formal occasion 10. Break out the accessories

Body Language Body language is a kind of nonverbal communication, where thoughts, intentions, or feelings are expressed by physical behaviors, such as facial expressions, body posture, gestures, eye movement, touch and the use of space. Body language exists in both animals and humans, but this article focuses on interpretations of human body language. It is also known as kinesics. Body language must not be confused with sign language, as sign languages are full languages like spoken languages and have their own complex grammar systems, as well as being able to exhibit the fundamental properties that exist in all languages In a community, there are agreed-upon interpretations of particular behavior. Interpretations may vary from country to country, or culture to culture. On this note, there is controversy on whether body language is universal. Body language, a subset of nonverbal communication, complements verbal communication in social interaction.

Habits A habit, from the standpoint of psychology, is a more or less fixed way of thinking, willing, or feeling acquired through previous repetition of a mental experience. Habitual behavior often goes unnoticed in persons exhibiting it, because a person does not need to engage in self- analysis when undertaking routine tasks. Habits are sometimes compulsory. The process by which new behaviours become automatic is habit formation. Old habits are hard to break and new habits are hard to form because the behavioural patterns we repeat are imprinted in our neural pathways. There are a number of habits possessed by individuals that can be classified as nervous habits. These include nail-biting, stammering, sniffling, and banging the head. They are known as symptoms of an emotional state and are generally based upon conditions of anxiety, insecurity, inferiority and tension. These habits are often formed at a young age and may be because of a need for attention. When trying to overcome a nervous habit it is important to resolve the cause of the nervous feeling rather than the symptom which is a habit itself. Bad Habits A bad habit is an undesirable behavior pattern. Common examples include: procrastination, fidgeting, overspending, nail-biting. The sooner one recognizes these bad habits, the easier it is to fix them. How are you going to eliminate the bad habits you have ……………………………………………………………………………………………………………… ……………………………………………………………………………………………………………… ………………………………………………………………………………………………………………

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Positive Attitude A positive attitude helps you cope more easily with the daily affairs of life. It brings optimism into your life, and makes it easier to avoid worries and negative thinking. If you adopt it as a way of life, it would bring constructive changes into your life, and makes them happier, brighter and more successful. With a positive attitude you see the bright side of life, become optimistic, and expect the best to happen. It is certainly a state of mind that is well worth developing. Positive attitude manifests in the following ways: a) Positive thinking. b) Constructive thinking. c) Creative thinking. d) Optimism. e) Motivation and energy to do things and accomplish goals. f) An attitude of happiness. A positive frame of mind can help you in many ways, such as:  Expecting success and not failure.  Making you feel inspired.  It gives you the strength not to give up, if you encounter obstacles on your way.  It makes you look at failure and problems as blessings in disguise.  Believing in yourself and in your abilities.>  Enables you to show self-esteem and confidence.  You look for solutions, instead of dwelling on problems.

 You see and recognize opportunities. A positive attitude leads to happiness and success and can change your whole life. If you look at the bright side of life, your whole life becomes filled with light. This light affects not only you and the way you look at the world, but it also affects your environment and the people around you. If this attitude is strong enough, it becomes contagious. It's as if you radiate light around you.

Decision Making In the wider process of problem-solving, decision-making involves choosing between possible solutions to a problem. Decisions can be made through either an intuitive or reasoned process, or a combination of the two. Characteristics of decision-making a) Objectives must first be established b) Objectives must be classified and placed in order of importance c) Alternative actions must be developed d) The alternatives must be evaluated against all the objectives e) The alternative that is able to achieve all the objectives is the tentative decision f) The tentative decision is evaluated for more possible consequences g) The decisive actions are taken, and additional actions are taken to prevent any adverse consequences from becoming problems and starting both systems (problem analysis and decision-making) all over again h) There are steps that are generally followed that result in a decision model that can be used to determine an optimal production plan i) In a situation featuring conflict, role-playing may be helpful for predicting decisions to be made by involved parties Decision Making Process Following are the important steps of the decision making process. Each step may be supported by different tools and techniques.

Step 1: Identification of the purpose of the decision In this step, the problem is thoroughly analysed. There are a couple of questions one should ask when it comes to identifying the purpose of the decision. a) What exactly is the problem? b) Why the problem should be solved? c) Who are the affected parties of the problem? d) Does the problem have a deadline or a specific time-line? Step 2: Information gathering A problem of an organization will have many stakeholders. In addition, there can be dozens of factors involved and affected by the problem. In the process of solving the problem, you will have to gather as much as information related to the factors and stakeholders involved in the problem. For the process of information gathering, tools such as 'Check Sheets' can be effectively used. Step 3: Principles for judging the alternatives In this step, the baseline criteria for judging the alternatives should be set up. When it comes to defining the criteria, organizational goals as well as the corporate culture should be taken into consideration.

As an example, profit is one of the main concerns in every decision making process. Companies usually do not make decisions that reduce profits, unless it is an exceptional case. Likewise, baseline principles should be identified related to the problem in hand. Step 4: Brainstorm and analyse the different choices For this step, brainstorming to list down all the ideas is the best option. Before the idea generation step, it is vital to understand the causes of the problem and prioritization of causes. For this, you can make use of Cause-and-Effect diagrams and Pareto Chart tool. Cause-and- Effect diagram helps you to identify all possible causes of the problem and Pareto chart helps you to prioritize and identify the causes with highest effect. Then, you can move on generating all possible solutions (alternatives) for the problem in hand. Step 5: Evaluation of alternatives Use your judgement principles and decision-making criteria to evaluate each alternative. In this step, experience and effectiveness of the judgement principles come into play. You need to compare each alternative for their positives and negatives. Step 6: Select the best alternative Once you go through from Step 1 to Step 5, this step is easy. In addition, the selection of the best alternative is an informed decision since you have already followed a methodology to derive and select the best alternative. Step 7: Execute the decision

Convert your decision into a plan or a sequence of activities. Execute your plan by yourself or with the help of subordinates. Step 8: Evaluate the results Evaluate the outcome of your decision. See whether there is anything you should learn and then correct in future decision making. This is one of the best practices that will improve your decision-making skills.

Listening Skills Listening is the ability to accurately receive and interpret messages in the communication process. Listening is key to all effective communication, without the ability to listen effectively messages are easily misunderstood – communication breaks down and the sender of the message can easily become frustrated or irritated. If there is one communication skill you should aim to master then listening is it. Adults spend an average of 70% of their time engaged in some sort of communication, of this an average of 45% is spent listening compared to 30% speaking, 16% reading and 9% writing. 10 Principles of effective listening 1. Stop Talking

2. Prepare yourself to listen 3. Put the speaker at ease 4. Remove distractions 5. Empathise 6. Be patient 7. Aoid personal prejudice 8. Listen to the tone 9. Listen to ideas not just words 10. Wait and watch for non-verbal communication

Negotiation Negotiation is a method by which people settle differences. It is a process by which compromise or agreement is reached while avoiding argument and dispute. In any disagreement, individuals understandably aim to achieve the best possible outcome for their position (or perhaps an organisation they represent). However, the principles of fairness, seeking mutual benefit and maintaining a relationship are the keys to a successful outcome. Stages of Negotiation In order to achieve a desirable outcome, it may be useful to follow a structured approach to negotiation. For example, in a work situation a meeting may need to be arranged in which all parties involved can come together. The process of negotiation includes the following stages: a) Preparation b) Discussion c) Clarification of goals d) Negotiate towards a Win-Win outcome e) Agreement f) Implementation of a course of action a. Preparation: Before any negotiation takes place, a decision needs to be taken as to when and where a meeting will take place to discuss the problem and who will attend. Setting a limited time-scale can also be helpful to prevent the disagreement continuing.

b. Discussion; During this stage, individuals or members of each side put forward the case as they see it, i.e. their understanding of the situation. c. Clarifying Goals: From the discussion, the goals, interests and viewpoints of both sides of the disagreement need to be clarified. d. Negotiate towards a Win-Win Outcome: This stage focuses on what is termed a 'win-win' outcome where both sides feel they have gained something positive through the process of negotiation and both sides feel their point of view has been taken into consideration. e. Agreement: Agreement can be achieved once understanding of both sides’ viewpoints and interests have been considered. f. Implementing a Course of Action: From the agreement, a course of action has to be implemented to carry through the decision.

Creative Thinking How is it that some people always seem to be able to generate new ideas and think creatively, and others seem to struggle to do so? Regardless of whether you view yourself as a creative type or not, you can learn some useful skills and techniques which will enable you to tap into that creative ‘right brain’ thinking and bring a new perspective to innovation, problem-solving and managing change. Although at first glance, creative thinking techniques may sometimes look a bit ridiculous, there are good principles behind most of them. However sceptical you may be about their potential, it’s a good idea to approach them with an open mind. You may be surprised by the results. Some creative ways of generation of ideas are: a) Brain storming b) Mind mapping c) Rich pictures

Conversation Conversation is a form of interactive, spontaneous communication between two or more people. Typically, it occurs in spoken communication, as written exchanges are usually not referred to as conversations. The development of conversational skills and etiquette is an important part of socialization. The development of conversational skills in a new language is a frequent focus of language teaching and learning.

Word Grouping

Shopping vocabulary

Crosswords

Form Filling Writing an Application Letter

Interview Etiquettes Follow these rules for making all the right moves before, during, and after the interview, and you're sure to shine. 1. Rehearse 2. Do your research 3. Brushup on body language 4. Dress the part 5. Shake it like you mean it 6. Smile 7. Take the water 8. Ask Questions



Form Filling