Soft Skills
Soft Skills
Soft Skills
Lecture No :- 4
Skills
Soft Skills
Soft skills are intangible interpersonal skills that are associated with an individuals ability to effectively interact with others. These skills are not easy to measure but they can be observed in individuals who possess the ability to interact with people well.
Hard Skills
Hard skills are tangible skills that are easy to teach, identify, and measure. Some examples of hard skills are occupational skills such as technical and administrative; Hard skills also include your degrees, certifications, job titles.
Soft skills" is a broad term used to describe social and relationship skills.
The term has evolved to be similar to "personal software" as a general reference. They are also major elements in the classic managerial skill set. Your "soft skills" are a measure of your progression, and in some cases they can be a measure of your need for development. Soft skills are:
Team participation Leadership Communications Negotiation skills Mediation skills Training skills Personality characteristics which enhance relationships Social interaction and etiquette skills Problem solving Conflict resolution Decision making
What are your strong points? Which areas need development? Which have you had no opportunity to develop? Have you had difficulties in any of these areas?
Explain what the customer can expect if their problem was not resolved on the first call. Ie: What steps you will be taking and what steps the customer can take. Educate the customer in a way that may avoid future similar problems. Offer to stay on the line and/or to call the customer back to confirm their problem was handled correctly as appropriate.
TYPES OF BODY LANGUAGE Remember that you are dealing with PEOPLE
(P)OSTURES & GESTURES
How do you use hand gestures? Stance?
(E)YE CONTACT
Hows your Lighthouse?
(O)RIENTATION
How do you position yourself?
(E)PRESSIONS OF EMOTION
Are you using facial expressions to express emotion?