Soft Skills

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Soft Skills Communication Articulating needs
steps to address them

• Anthony Joseph
• Director Human Resources

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Soft skills are
The hardest to acquire
Impossible to practice
Unless these become habits
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Soft Skills what are they?
Commitment
Communication
Assertiveness
Dining Table Manners
Time Management
Team work
Conflict Resolution
Personal Grooming
Relationships
Initiative
Business Social Etiquette
Civic Traffic Sense
Integrity
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Soft Skills making a start
Touching on some soft skills that are critical
for success in the business world

• Communication
• Team Work
• Commitment
• Integrity
• Assertiveness
• Emotional Competence

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Communication Situations

• Verbal / Written
• One-on-one meetings
• In groups ( Team meetings .. In the
  corridors )
• At a forum
• As a leader
• As participant
• With clients
• With global colleagues
• On conference calls

• Written
• E-mail
• Notice Boards
• Reports
• Status Updates

• Listening skills
• One-on-one meetings
• In groups
• On conference calls

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Verbal / Written Communication

• Clarity Simplicity is the key
• Use understandable language
• Be precise / Use bullets
• Take up one item / idea at a time
• Must state the action required , by whom and by
  which time
• Be careful of the ps qs

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Listening Skills

• Allow someone / the speaker to complete
• Understand what is being said
• Agreeing or asking for clarifications
• Asking / clarifying the next steps or actions
• Even when we agree, we start a sentence with No,
  but.

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Non Verbal Communication

• This is at least as important as verbal
  communication
• Attire personal grooming
• Personal business etiquette
• Social behavior
• Eye contact
• Posture gestures

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Team Work and Relationships

• Built on communication, behavior delivery
• The need to balance relationships with delivery
  schedules implies the need for
• Trust
• Cooperation
• Clarity regarding goals and
• Communication
• Providing and Receiving feedback

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Assertiveness

• Necessary to say a firm YES or NO
• Remember NO does not mean NEVER
• If something will take Six weeks, say Six weeks
  dont agree to 2 weeks
• Ask tough questions professionally
• Be a professional, not a MARTYR

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Integrity

• Honest
• Upfront
• Dependable
• Reliable and
• Absence of deceit
• whether or not anyone is policing
• Integrity at home, work, social / civic contexts

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Commitment

• Total Completion implies
• Accuracy
• Acceptable quality
• Timeliness
• Any expected or known delay should be
  communicated sooner rather than later !

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Emotional Competence

• Emotional competence is the requirement to
  manage ambiguity and stress.
• This involves
• Personal Competence - How we manage ourselves
• Social Competence - How we handle relationships

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The Convergys Experience

• Operating in a Global Environment
• - Mandatory program for all employees
• Focuses on
• Diversity awareness appreciation
• Communication skills
• Team work , Assertiveness , Self awareness
• Conducted at multiple locations simultaneously
  with cross boundary peer group mentoring

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Soft Skills Communication

• Questions ?

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• Thank you .

www.convergys.com