SOFT SKILLS

Soft skills refer to both character traits and interpersonal skills

that will influence an individual and how well a person can work or
interact with others. The term soft skill covers a wide range of
skills as diverse as teamwork, time management, empathy and
delegation.

Soft skills are personal attributes that influence a person and also
how well he can work or interact with others. These skills make it
easier to form relationships with people, create trust and
dependability, and lead teams. In essence, they are essential for
the success in the workplace, the company’s success and also an
individual’s personal life.
 Key soft skills

Soft skills comprise of personal attributes, communication skills

and abilities, and personality traits which differentiate people with
similar hard skill set from each other.

Following are the ten key soft selling:

Communication

Self-motivation

Leadership

Responsibility
Key soft selling

Teamwork

Problem solving

Decisiveness

Ability to work under pressure and

time management

Flexibility

Negotiation and conflict resolution

(1) Communication: Communication is one of the most important
soft skills. Able communicators can adjust their tone and style
according to their audience, comprehend and act efficiently on
instructions, and explain complex issues to colleagues and
clients alike.

(2) Self-motivation: Having a positive attitude towards the

initiative to work well without around-the-clock supervision
is a vital soft skill for any employee. Not only does it demonstrate
reliability and commitment, but it also shows that he can fit
efficiently into an organisational structure without the need
for constant supervision.

(3) Leadership: Leadership is a soft skill that can be shown even

if they are not directly managing others. Those with strong
leadership skills will have the ability to inspire others and
lead the team to success. This is why it is a particularly
sought-after skill.

(4) Responsibility: Responsibility is a seldom talked-about but

highly valued soft skill. Colleagues who fail to take responsibility
for their work will be less productive and less successful
overall. Taking responsibility means taking ownership of not
only the goals but the wider company goals. This will mean
taking the initiative to make improvements, accepting
responsibility for any failures and really caring about working
the way to success.
(5) Teamwork: Like leadership, good teamwork involves a
combination of other soft skills. Working in a team towards a
common goal requires the intuition and interpersonal acumen
to know when to be a leader and when to be a listener. Good
team players are perceptive, as well as receptive to the needs
and responsibilities of others.

(6) Problem solving: Problem solving does not just require

analytical, creative and critical skills, but a particular mind-
set; those who can approach a problem with a cool and level
head will often reach a solution more efficiently than those
who cannot. This is a soft skill which can often rely on strong
teamwork, too. Problems need not always be solved alone.

(7) Decisiveness: Decisiveness is characterised by the ability to

make quick and effective decisions. It does not mean
recklessness or impulsiveness. A decisive employee will take
effective and thoroughly considered action quickly, especially
when under pressure.

(8) Ability to work under pressure and time management:

Many jobs come with demanding deadlines and, sometimes,
high stakes. Recruiters prize candidates who show a decisive
attitude, an unfaltering ability to think clearly and a capacity
to compartmentalise and set stress aside. Time management
is closely related to the ability to work under pressure, as well
as within tight deadlines. Employees who manage their time
well can efficiently prioritise tasks and organise their diaries
while adopting an attitude which allows them to take on new
tasks and deadlines.
 (9) Flexibility: Flexibility is an important soft skill, since it
demonstrates an ability and willingness to embrace new
tasks and new challenges calmly and without fuss. Flexible
employees are willing to help out where needed, take on
extra responsibilities and can adapt quickly when plans
change.

(10) Negotiation and conflict resolution: This is another of those

soft skills which employers look for in potential leaders. To be
an adept negotiator is to know how to be persuasive and
exert influence, while sensitively seeking a solution which will
benefit all parties. Similarly, conflict resolution depends on
strong interpersonal skills and the ability to establish a
rapport with colleagues and clients alike.

Soft skills are not just important when facing external customers
and clients. They are equally important when it comes to interacting
with colleagues.

Significance or importance of soft skills

The importance of the soft skills is often undervalued, and there is

far less training provided for them than hard skills such as coding.
Organizations seem to expect the people to know how to behave
on the job and the importance of skills such as taking initiative,
communicating effectively and listening, which often is not the
case.
Following are some of the specific examples supporting the
importance of soft skills:

Career progression and promotion

The modern workplace is interpersonal

Customers and clients demand soft skills

The future workplace will rely on soft skills

Soft skills are hard to automate

Soft skills are in high demand by recruiters

(a) Career progression and promotion

Ninety-four percent of recruiting professionals believe an
employee with stronger soft skills has a better chance of
being promoted to a leadership position than an employee
with more years of experience but weaker soft skills. It's
become vital to develop these skills if they want to progress
in their career as they will set them apart from others at the
interview and on the job.

(b) The modern workplace is interpersonal

Skills such as active listening, collaboration, presenting ideas
and communicating with colleagues are all highly valued in
the modern workplace. Strong soft skills ensure a productive,
 collaborative and healthy work environment, all crucial
attributes for organisations in an increasingly competitive
world.

(c) Customers and clients demand soft skills

Consumers these days have a huge number of choices of
where to buy from, bought about by the internet and
smartphones. For these consumers, convenience and low
prices are easy to come by, so customer service is often what
influences the choice to use a particular business.

(d) The future workplace will rely on soft skills

Automation and artificial intelligence will result in a greater
proportion of jobs relying on soft skills. Advances in technology
have caused tasks that require hard skills to decline, making
soft skills a key differentiator in the workplace. As the cost of
robots decreases and the performance of artificial intelligence
improves, jobs such as manufacturing line workers will
become automated.

(e) Soft skills are hard to automate

Soft skills such as emotional intelligence is hard to automate
and unlikely to become automated anytime soon. This means
they are expected to become more desirable in the near
future.

(f) Soft skills are in high demand by recruiters

Soft skills are in high demand in the workforce. Most in-
demand soft skills are as follows:
  Communication.
 Organization.
 Teamwork.
 Critical thinking.
 Social skills.
 Creativity.
 Interpersonal communication.
 Adaptability.

It is reasons that because computers are very poor at simulating

human interaction, social skills are still important. Therefore,
individuals should still look to improve their social and soft skills
through activities such as volunteering, leading a team or even by
working on an open-source project with other people.

Measurement of soft skill

93% of employers rated soft skills as either essential or very

important. At the same time, it is revealed that 59% of hiring
managers believe it’s difficult to find candidates with sufficient
soft skills. Hiring managers want to know whether or not candidates
are equipped with soft skills. Employers want the ability to quantify
which team members have the right soft skills to excel and
contribute fully. Employees want the ability to assess leaders and
managers with more than a gut feel about them.
Nevertheless, attempts have been made to measure soft skills.
These include:

 Using assessment tools as predictors and indicators of

emotional intelligence, communication, critical thinking, and
other groups of soft skills. Most of these are self-assessment
or self-reporting tools.

 Using 360-degree feedback instruments to get input from

those who interact most frequently with the subject of the
feedback.

 Using employee engagement surveys to gauge how committed

employees feel to a manager and how effective they believe
the manager is in creating a positive workplace.

 Establishing metrics related to frequency for behaviours that

exhibit soft skills (for example, the number of times per week
to praise an employee).

 Creating elaborate rubrics to define exceptional, acceptable,

and unacceptable demonstration of soft skills.

A rubric is a scoring guide used to evaluate performance. It has

criteria to be evaluated, a rating scale, and indicators. With a
rubric, it will pick the soft skills that are absolutely essential for a
job. They’ll describe what they look like in practice. And they’ll
assign a points-based system for evaluating demonstration of soft
skills. Instead of a good listener, they will have three descriptions
that differentiate between poor listening, good listening and
exceptional listening.

Difference between and skills and soft skills

During the job application and interview process, employers look

for applicants with hard skills and soft skills. Successful candidates
will make sure to put both skills set on display. In order to do so
effectively, it helps to understand the difference between these
two types of skills.

The following table shows the difference between hard skills and
soft skill:

HARD SKILLS SOFT SKILLS

Concrete professional skills. They are a part of personality.

Usually measurable and Personality based and highly

quantifiable. subjective.

Learned in classroom, job or Innate qualities that are

with the help of online courses, developed with time.
books etc.

Examples Examples
Proficiency in a foreign Communication.
language. Flexibility.
A degree or a certificate. Leadership.
Typing speed. Motivation.
Machine operation. Patience.
Computer programming. Persuasion.
Problem solving abilities.
Teamwork.
Time management.
Work ethic.

Hard skills are specific professional abilities that can be taught

through education and training. They typically include the necessary
technical expertise that employers expect their workers to have.
Soft skills are subjective skills that relate to the way people
interact with each other. Soft skills are also known as people skills,
interpersonal skills, or personal skills and are personal traits that
shape how a person works on their own and with others. Usually,
they are not taught but are rather the natural result of emotional
intelligence and life experience.

COMMUNICATION SKILLS

Communication skills are the abilities to use when giving and

receiving different kinds of information. Some examples include
communicating new ideas, feelings or even an update on the
project.
Communication skills involve listening, speaking, observing and
empathising. It is also helpful to understand the differences in how
to communicate through face-to-face interactions, phone
conversations and digital communications like email and social
media. Communication skills allows to understand and be
understood by others. These can include but are not limited to
effectively communicating ideas to others, actively listening in
conversations, giving and receiving critical feedback and public
speaking.

Importance of communication

The exchange of information or passing of information, ideas or

thought from one person to the other or from one end to the other
is communication.
Following are the importance of communication:

The basis of co-ordination

Fluent working

The basis of decision making

Increases managerial efficiency

Increases cooperation and organizational peace

Boosts morale of the employees

(a) The basis of co-ordination: The manager explains to the

employees the organizational goals, modes of their achievement
and also the interpersonal relationships amongst them. This
provides coordination between various employees and also
departments. Thus, communication act as a basis for
coordination in the organization.

(b) Fluent working: A manager coordinates the human and

physical elements of an organization to run it smoothly and
efficiently. This coordination is not possible without proper
communication.

(c) The basis of decision making: Proper communication provides

information to the manager that is useful for decision making.
 No decisions could be taken in the absence of information.
Thus, communication is the basis for taking the right decisions.

(d) Increases managerial efficiency: The manager conveys the

targets and issues instructions and allocates jobs to the
subordinates. All of these aspects involve communication.
Thus, communication is essential for the quick and effective
performance of the managers and the entire organization.

(e) Increases cooperation and organizational peace: The two-

way communication process promotes co-operation and
mutual understanding amongst the workers and also between
them and the management. This leads to less friction and
thus leads to industrial peace in the factory and efficient
operations.

(f) Boosts morale of the employees: Good communication helps

the workers to adjust to the physical and social aspect of
work. It also improves good human relations in the industry.
An efficient system of communication enables that the
management to motivate, influence and satisfy the subordinates
who in turn boost their morale and keeps them motivated.

Communications is fundamental to the existence and survival of

humans as well as to an organization. It is a process of creating and
sharing ideas, information, views, facts, feelings, etc. among the
people to reach a common understanding.
 Types of communication

Communication skills are vital to a healthy, efficient workplace.

Often categorized as a soft skill or interpersonal skill, communication
is the act of sharing information from one person to another
person or group of people. There are many different ways to
communicate, each of which plays an important role in sharing
information.

There are four main types or communication such as follows:

Verbal communication

Nonverbal communication

Communication

Written communication

Visual communication

(1) Verbal communication: Verbal communication is the use of

language to transfer information through speaking or sign
language. It is one of the most common types, often used
during presentations, video conferences and phone calls,
meetings and one-on-one conversations. Verbal communication
is important because it is efficient. It can be helpful to support
 verbal communication with both nonverbal and written
communication.

(2) Nonverbal communication: Nonverbal communication is the

use of body language, gestures and facial expressions to
convey information to others. It can be used both intentionally
and unintentionally. Nonverbal communication is helpful
when trying to understand others’ thoughts and feelings.

(3) Written communication: Written communication is the act

of writing, typing or printing symbols like letters and numbers
to convey information. It is helpful because it provides a record
of information for reference. Writing is commonly used to
share information through books, pamphlets, blogs, letters,
memos and more. Emails and chats are a common form of
written communication in the workplace.

(4) Visual communication: Visual communication is the act of

using photographs, art, drawings, sketches, charts and graphs
to convey information. Visuals are often used as an aid during
presentations to provide helpful context alongside written
and/or verbal communication. Because people have different
learning styles, visual communication might be more helpful
for some to consume ideas and information.

To make improvements to the communication skills, set personal

goals to work through the things want to accomplish step by step.
It might be helpful to consult with trusted colleagues, managers or
mentors to identify which areas would be best to focus on first.
 Process of communication

The communication is a two-way process wherein the message in

the form of ideas, thoughts, feelings, opinions is transmitted between
two or more persons with the intent of creating a shared
understanding.

The figure below shows the communication process:

(a) Sender: The sender or the communicator is the person who

initiates the conversation and has conceptualized the idea
that he intends to convey it to others.
(b) Encoding: The sender begins with the encoding process
wherein he uses certain words or non-verbal methods such as
symbols, signs, body gestures, etc. to translate the information
into a message. The sender’s knowledge, skills, perception,
background, competencies, etc. has a great impact on the
success of the message.

(c) Message: Once the encoding is finished, the sender gets the
message that he intends to convey. The message can be
written, oral, symbolic or non-verbal such as body gestures,
silence, signs, sounds, etc. or any other signal that triggers the
response of a receiver.

(d) Communication channel: The sender chooses the medium

through which he wants to convey his message to the recipient. It
must be selected carefully in order to make the message
effective and correctly interpreted by the recipient. The
choice of medium depends on the interpersonal relationships
between the sender and the receiver and also on the urgency
of the message being sent. Oral, virtual, written, sound,
gesture, etc. are some of the commonly used communication
mediums.

(e) Receiver: The receiver is the person for whom the message is
intended or targeted. He tries to comprehend it in the best
possible manner such that the communication objective is
attained. The degree to which the receiver decodes the message
depends on his knowledge of the subject matter, experience,
trust and relationship with the sender.
 (f) Decoding: Here, the receiver interprets the sender’s message
and tries to understand it in the best possible manner. An
effective communication occurs only if the receiver
understands the message in exactly the same way as it was
intended by the sender.

(g) Feedback: The feedback is the final step of the process that
ensures the receiver has received the message and interpreted
it correctly as it was intended by the sender. It increases the
effectiveness of the communication as it permits the sender
to know the efficacy of his message. The response of the
receiver can be verbal or non-verbal.

The communication is a dynamic process that begins with the

conceptualizing of ideas by the sender who then transmits the
message through a channel to the receiver, who in turn gives the
feedback in the form of some message or signal within the given
time frame.

Methods of communication

Communication is simply the act of transferring information from

one place, person or group to another. Every communication
involves (at least) one sender, a message and a recipient. This may
sound simple, but communication is actually a very complex
subject.
Following are some of the methods of communication:

Oral communication

Written communication

Kinesics

Paralanguage
Methods of communication

Proxemics

Signs

Silence

Action

Silence

General behaviour and attitude

Face-to-face talk

Interview

(a) Oral communication: It is naturally the speech that precedes

the writing. In the same way, people speak more before
committing themselves into writing. Miscommunication or
ineffective oral communication can trouble the relationship
and growth. It may take the form of speeches, discussions,
debates, face-to-face talk, telephonic conversation, video
conferencing, interview and chat.
(b) Written communication: A message put in black and white
constitutes written communication. The written communication
is binding on the organization and it constitutes as documentary
evidence. It can be in the form of notices, telex messages,
circulars, reports, e-mail, and manuals.

(c) Kinesics: The study of body movements is known as kinesics.

Our body conveys several messages consciously or
unconsciously. Face is the index of the mind. It can convey
one’s anger, displeasure, grief, sincerity, cheerfulness and
similarly other positive or negative emotions.

(d) Paralanguage: Performing the function of communication as

a language without being a part of a language is called
paralanguage. It does not consist of any words.

(e) Proxemics: The word proxemics is derived from the word

proximity which means closeness. It is used with reference to
space or territory. A lot of communication takes place non-
verbally in the space one shares with the other.

(f) Signs: Notices such as “danger”, “no smoking”, “handle with

care”, “silence”, “use me”, “misuse me”, etc., are often ignored.
Similarly, the uses of flags, coloured lights and mechanical
devices also have limitations, since concentration is not
always possible.

(g) Action: The sense of sight is about 87 percent effective,

hearing seven percent and touch, smell, taste etc., is only six
percent. Actions speak louder than words easily understood.
(h) Silence: Silence is effective and harsh when displeasure and
disagreement is to be displayed. It is sometimes accompanied
by facial expressions. If the object is to confuse, silence will
succeed as the chances of receiver choosing the correct
interpretation are remote. Silence may indicate annoyance,
disgust, indifference, hurt feelings, fear, suspicion, distrust,
amusement, antagonism, etc.

(i) General behaviour and attitude: Gestures and facial expressions

have a definite meaning. General behaviour and attitudes
differ on different occasions such as at the time of funeral,
wedding party, social function, declaration of the result,
scuffle, accident, etc.

(j) Face-to-face talk: Face-to-face talk between two or more

persons impacts both the speakers and listeners. Each uses
words that he thinks will create the maximum effect on the
other(s). When persons look into each other’s eyes, the
message impacts both the mind and heart of the listener(s).
Face-to-face talk is the most common type of verbal
communication.

(k) Interview: An interview is generally for a discussion or

conference. It is a two-way communication exercise, where
each party makes statement about its position and seeks
information or clarification about any doubt or confusion. An
interview may be to seek suggestions about policies,
programs, etc., or to test a candidate for job in the organization.
The transmission of the message from sender to recipient can be
affected by a huge range of things. These include our emotions,
the cultural situation, the medium used to communicate and even
our location.

Barriers of communication

The process of communication has multiple barriers. The intended

communique will often be disturbed and distorted leading to a
condition of misunderstanding and failure of communication. The
barriers to effective communication could be of many types like
linguistic, psychological, emotional, physical, and cultural etc.

Different types of barriers are explained below:

Linguistic barriers

Psychological barriers

Barriers to
Emotional barriers
communication

Physical barriers

Cultural barriers
(a) Linguistic barriers: Language and linguistic aptitude may act
as a barrier to communication. However, even when
communicating in a similar language, the terms used in a
message may act as a barrier if it is not easy to understand by
the receiver.

(b) Psychological barriers: There are various mental and

psychological issues that may be barriers to effective
communication. Some people have stage fear, speech
disorders, phobia, depression etc. All of these conditions are
very difficult to manage sometimes and will most certainly
limit the ease of communication.

(c) Emotional barriers: The emotional IQ of a person determines

the ease and comfort with which they can communicate. A
person who is emotionally mature will be able to communicate
effectively. On the other hand, people who let their emotions
take over will face certain difficulties. A perfect mixture of
emotions and facts is necessary for effective communication.
Emotions like anger, frustration, humour, can blur the decision-
making capacities of a person and thus limit the effectiveness
of their communication.

(d) Physical barriers: Communication is usually easier over

shorter distances as more communication channels are
obtainable, and less technology is obligatory. Although
modern technology often serves to decrease the crash of
physical barriers, the advantages and disadvantages of each
communication channel should be unspoken so that a
 suitable channel can be used to overcome the physical
barriers.

(e) Cultural barriers: As the world is getting more and more

globalized, any large office may have people from several
parts of the world. Different cultures have a different meaning
for several basic values of society. Dressing, religions or lack
of them, food, drinks, pets and the general behaviour will
change drastically from one culture to another. Hence it is a
must that we must take these different cultures into account
while communicating. This is what we call being culturally
appropriate. In many multinational companies, special
courses are offered at the orientation stages that let people
know about other cultures and how to be courteous and
tolerant of others.

Barriers may lead to message becoming distorted and therefore

risk wasting both time and/or money by causing confusion and
misunderstanding. Effective communication involves overcoming
these barriers and conveying a clear and concise message.

Overcoming barriers of communication

Communication should be brief and straightforward to communicate

ideas, feelings, thoughts, and emotions in a clear and understandable
manner. Barriers to successful communication can ruthlessly impact
and even harm relationships.
Barriers of communication can be overcome by following ways:

Be aware of language, message and tone

Consult others before communication

Communicate according to the need of receiver

Consistency of message

Follow up communication

Make sure to receive proper feedback

(a) Be aware of language, message and tone: The sender should

ensure that the message should be structured in clear and
simple language. The tone of the message should not harm
the feelings of the receiver. As far as possible, the contents of
the message should be a concise and unnecessary use of
technical words should be avoided.

(b) Consult others before communication: When they’re planning

the communication, suggestions should be invited from all
the individuals concerned. Its main benefit will be that all
those people who are consulted at the time of preparing the
communication. Preparation will add to the success of the
communication system.
 (c) Communicate according to the need of receiver: The sender
of the communication should organize the formation of the
message not according to his or her level, but he or she
should keep in mind the point of understanding or the
surroundings of the receiver.

(d) Consistency of message: The message sent to the receiver

should not be self-opposing. It should be in unity with the
objectives, programmes, policies and techniques of the
organization. When new information has to be sent inlay of
the old one, it should always make a declaration of the
change; otherwise, it can raise some doubts and queries for
the same.

(e) Follow up communication: In order to make communication

successful, the management should frequently try to know
the weaknesses of the communication structure.

(f) Make sure to receive proper feedback: The reason for

feedback is to find out whether the receiver has appropriately
understood the meaning of the information received. In face-
to-face communication, the reply of the receiver can be
understood. In case of written communication or other forms
of communications, some correct process of feedback should
be adopted by the sender.

Communication barrier is something that prevents us from

correctly getting and accepting the messages others use to
communicate their information, thoughts and ideas.
 Do’s and don’ts of communication

Communication is fundamental to the existence and survival of

humans as well as to an organization. It is a process of creating and
sharing ideas, information, views, facts, feelings, etc. among the
people to reach a common understanding.

Given below are the do’s and don’ts of communication.

DO’S OF COMMUNICATION DON’TS OF

COMMUNICATION

Understanding oneself and Don’t let off topic issues (e.g.

one’s own emotional state. past events) get into the
discussion.

Communicate only when it is Do not blame one’s own

possible to talk calmly feelings on others.
without getting upset.

Be prepared to walk away if Never communicate with

they are getting angry, the others through a
instead of staying and mediator. This puts a burden
engaging. on the person who is the
messenger and can also lead
to misunderstandings.

Keep communications brief Do not let the past interfere

and focused on the issues. By in the discussion and do not
being clear and specific blame oneself or the others
 about what the problem is. about the past.

Be courteous and respectful Do not expect appreciation

of the other person, even if or praise from others.
they may not deserve it.

Recognizing one’s own Don’t interrupt. Give full

emotions about the situation attention, and do not play on
and the others. the phone when others are
speaking.

Communicating effectively is vital when working for an organization.

Good communication skills lead to better negotiations and can
make the job environment a pleasant space.

INTERPERSONAL COMMUNICATION

Interpersonal communication is a kind of communication in which

people communicate their feeling, ideas, emotions and information
face to face with each other. It can be in verbal or non-verbal form.
Interpersonal communication is not only about what is said and
what is received but also about how it is said, how the body
language is used, and what was the facial expression.
The interpersonal communication takes place when two people
are at the same place and aware of each other’s presence, no
matter how unintentional or unpremeditated it is. It may not be in
the form of speech, it may be a gesture, an expression, the dress,
or the body. The essential factor is, there should be a message and
it should be sent by the sender and it should be received by the
receiver.

Importance of interpersonal communication

Interpersonal communication at the workplace plays an important

role in employee satisfaction, motivation, collaboration and business
success.
Following are the importance of interpersonal communication:

Problem solving

Trust

Change management

Company culture

Employee recognition

Workplace miscommunication

Effective management and leadership

Conflict management

Remote work

Crisis management

(a) Problem solving: Interpersonal communication skills are

necessary because they allow people to discuss problems and
weigh the pros and cons of alternatives before coming up
with the final solution.

(b) Trust: Lack of trust and transparency are some of the most
common causes of poor workplace communication.
Interpersonal communication skills are crucial for improving
 trust and workplace communication, and all employees,
especially business leaders, should therefore improve
communication with their employees.

(c) Change management: Good interpersonal communication is

very important during change management efforts within
organizations. Effective employee communication helps
employees better understand the change, align with it and
collaboratively work towards implementing the change
successfully.

(d) Company culture: Interpersonal relationships, especially

when executed well, are important for an organizational
culture to thrive. When employees possess good interpersonal
communication skills, organizational culture becomes more
synergic and positive. With bad interpersonal relationships,
on the other hand, negativity, confusion and conflicts become
inevitable.

(e) Employee recognition: Good interpersonal communication

drives more employee recognition. When employees have
good interpersonal relationships with each other and their
managers, they are more likely to recognize each other’s’
good work and give constructive feedback.

(f) Workplace miscommunication: Managers who maintain

professionalism, open workplace communication and a positive
attitude are more likely to be seen as approachable by their
employees. When employees feel like they can speak openly
 with decision-makers, workplace miscommunication, gossip
and rumours are much less likely to happen.

(g) Effective management and leadership: The ability to foster

interpersonal relationships, establish trust and to communicate
clearly is all crucial skills for an effective leader. When a
manager has poor interpersonal communication skills, they
can expect to irritate and confuse employees.

(h) Conflict management: Conflict is normal in a workplace; it is

not possible to always expect the employees to resolve
conflicts in a calm and timely manner. When conflict arise,
interpersonal communication becomes crucial for resolving
them.

(i) Remote work: With the emergence of remote work,

interpersonal communication among peers, colleagues,
managers and leaders has been disrupted. Yet, it is more
important than ever before. In order to keep their cultures,
open and transparent, employers need to continue to drive
engaging workplace conversations even when employees are
physically dispersed.

(j) Crisis management: One of the characteristics of companies

that manage crisis more successfully is the ability to drive
interpersonal communication within the workplace.

The level of one’s interpersonal communication skills is measured

through the effectiveness of transferring messages to others.
Commonly used interpersonal communication within an organization
includes daily internal employee communication, client meetings,
employee performance reviews and project discussions.

Types of interpersonal communication

Interpersonal communication is the process of exchange of

information, ideas and feelings between two or more people
through verbal or non-verbal methods. It often includes face-to-
face exchange of information, in a form of voice, facial expressions,
body language and gestures.

Interpersonal communication can be further divided into other

skills. Interpersonal skills are dependent upon these other skills.
They are:

Verbal communication

Non-verbal communication

Types of interpersonal
Listening
communication

Negotiation

Assertiveness

(a) Verbal communication: Everything that is spoken using

words fall under verbal communication. And, the skill to use
 these words effectively is verbal communication skill.
Communicating with another person and building relationships
need verbal communication.

(b) Non-verbal communication: Communication without words

is non-verbal communication. It is the body language, gestures,
facial expressions, silence, aesthetics, etc. of an individual.
Non-verbal communication skills send and receive effective
non-verbal cues. This skill is a must-have for proper
communication and understanding cues given by others.
Non-verbal communication skills help in interaction and
relationship building like from empathy and sympathy.

(c) Listening: Listening skills are needed to receive messages

given by others. It is required to give feedback accordingly.
Good listening skills can only make interpreting words and
non-verbal communication possible.

(d) Negotiation: Negotiation is important for relationship

building as relationships need trust and peace. These skills
deal with resolving conflicts by focusing on mutual agreement.
By negotiation, people come to settle for the same goals and
outcomes.

(e) Assertiveness: Being able to influence people is an important

skill. To create influence with own ideas, beliefs, thoughts,
and wants. This skill is assertiveness skill which helps in
creating and maintaining relationships.
Interpersonal communication skill is how well an individual
communicates. These skills are also known as social skills or
people skills. Every individual uses it to interact with the other, be
an individual or a group.

Barriers to interpersonal communication

Level of interpersonal skills is measured through the effectiveness

of meaning transferred through the message. It is one of the most
important life skills as our personal, social and professional life
relies on it.

Following are the barriers to interpersonal communication:

Language differences
Barriers to interpersonal
communication

Cultural differences

Personality differences

Generational differences

(a) Language differences: Interpersonal communication can go

awry when the sender and receiver of the message speak a
different language literally and figuratively. Not everyone in
the workplace will understand slang, jargon, acronyms and
 industry terminology. Instead of seeking clarification, employees
might guess at the meaning of the message and then act on
mistaken assumptions.

(b) Cultural differences: Interpersonal communication may be

adversely affected by lack of cultural understanding,
misperception, bias and stereotypical beliefs. Workers may
have limited skill or experience communicating with people
from a different background. Many companies offer diversity
training to help employees understand how to communicate
more effectively across cultures and relate to those who may
have different background experiences.

(c) Personality differences: Like any skill, some people are better
at interpersonal communication than others. Personality traits
also influence how well an individual interacts with subordinates,
peers and supervisors. Extraversion can be an advantage
when it comes to speaking out, sharing opinions and
disseminating information. However, introverts may have the
edge when it comes to listening, reflecting and remembering.

(d) Generational differences: Interpersonal communication can

be complicated by generational differences in speech, dress,
values, priorities and preferences. If younger workers sit in
cubicles, using social networking as their primary channel of
communication, it can alienate them from older workers who
may prefer face-to-face communication.

Barriers to interpersonal communication occur when the sender’s

message is received differently from how it was intended. Typically,
communication breakdowns result from lack of understanding
without clarification; often, there is never even an attempt at
clarification

DIFFERENCE BETWEEN INTERPERSONAL AND

INTRAPERSONAL COMMUNICATION

The words interpersonal and intrapersonal are mostly used

interchangeably by the people. The main difference between these
communications are interpersonal deals with the communication
used by a person to communicate effectively with others (public
speaking), while intrapersonal refers to communicating with own
inner thoughts internally.

Following table shows the difference between interpersonal

communication and intrapersonal communication:

BASIS FOR INTERPERSONAL INTRAPERSONAL

COMPARISON COMMUNICATION COMMUNICATION

Objective Exchange of To communicate

information, ideas with oneself, i.e., the
and experiences communication that
between two or occurs in our mind.
more persons.

Occurrence Occurs during Occurs during

meetings and daily thinking and
conversations with analysing situations.
peers.
Media It requires verbal A person’s internal
and non-verbal senses is the only
media to express media, involved.
ideas.

Persons involved Two or more. One.

Flow Information flows Information never

from one person to goes beyond the
another. mind of a person.

Types Classified into four No classification.

main forms of
communication:
Verbal, non-verbal,
listening & writing.

Concerned with Exchange of Thinking & analysis.

information, ideas,
and experiences.

Visibility It is visible in nature. It is not visible in

nature.

Interpersonal communication skills are seen in group discussions,

dialog, debates, public speaking, and daily life conversations.
Intrapersonal communication deals immensely with the emotions
of a person which is never known to the people who are sitting
along with him.
 LISTENING SKILLS

Listening is the ability to accurately receive and interpret messages in

the communication process. Listening is a key to all effective
communication. Without the ability to listen effectively, messages
are easily misunderstood. As a result, communication breaks down
and the sender of the message can easily become frustrated or
irritated.

Listening is so important that many top employers provide listening

skills training for their employees. This is not surprising when we
consider that good listening skills can lead to better customer
satisfaction, greater productivity with fewer mistakes, and increased
sharing of information that in turn can lead to more creative and
innovative work.
 Types of listening skills

Listening skills allow one to make sense of and understand what

another person is saying. Good listening skills make workers more
productive.

Following are the types of listening skills:

Discriminative listening

Comprehension listening

Critical listening

Biased listening

Evaluative listening

Listening skills Appreciative listening

Sympathetic listening

Empathetic listening

Therapeutic listening

Dialogic listening

Relationship listening
(a) Discriminative listening: Discriminative listening is the most
basic type of listening, whereby the difference between
different sounds is identified. If we cannot hear differences,
then we cannot make sense of the meaning that is expressed
by such differences.

(b) Comprehension listening: Comprehension listening is also

known as content listening, informative listening and full
listening. To comprehend the meaning, it is required to first
have a lexicon of words at the fingertips and also all rules of
grammar and syntax by which it is possible to follow what
others are saying.

(c) Critical listening: Critical listening is listening in order to

evaluate and judge, forming opinion about what is being said.
Judgment includes assessing strengths and weaknesses,
agreement and approval. This form of listening requires
significant real-time cognitive effort as the listener analyses
what is being said, relating it to existing knowledge and rules.

(d) Biased listening: Biased listening happens when the person

hears only what they want to hear, typically misinterpreting
what the other person says based on the stereotypes and
other biases that they have. Such biased listening is often
very evaluative in nature.

(e) Evaluative listening: In evaluative listening, or critical

listening, the judgments that are made is about what the
other person is saying. Rather than by seeking and assessing
the truth of what is being said, it is judged by what others say
 against certain values, assessing them as good or bad, worthy
or unworthy. Evaluative listening is also called critical,
judgmental or interpretive listening. Evaluative listening is
particularly pertinent when the other person is trying to
persuade, perhaps to change an individual’s behaviour and
maybe even to change the person’s beliefs.

(f) Appreciative listening: In appreciative listening, the

information that is sought for is appreciation. The examples
for appreciative listening are appreciating good music, poetry
or maybe even the stirring words of a great leader.

(g) Sympathetic listening: In sympathetic listening it is the care

for the other person and showing the concern in a way by
paying close attention and expressing the sorrow for their ills
and happiness for their joys.

(h) Empathetic listening: Empathetical listening, goes beyond a

sympathy to seek a truer understanding on how others are
feeling. This requires excellent discrimination and close
attention to the nuances of emotional signals.

(i) Therapeutic listening: In therapeutic listening, the listener

has a purpose of not only empathizing with the speaker but
also to use this deep connection in order to help the speaker
understand, change or develop in some way.

(j) Dialogic listening: The word dialogue stems from the Greek
words ‘dia’, meaning 'through' and 'logos' meaning ‘words.’
Thus, dialogic listening means to learn through conversation
 and to engage in interchange of ideas and information in
which they can actively seek to learn more about the person
and on how they think. Dialogic listening is sometimes known
as relational listening.

(k) Relationship listening: Sometimes the most important factor

in listening is in order to develop or sustain a relationship.
This is why lovers talk for hours and attend closely to what
each other has to say when the same words from someone
else would seem to be rather boring.

The ability to listen and to comprehend also allows workers to

build a strong rapport with co-workers, managers, and clients.
Good listeners also have a better track record resolving problems
with customers.

PRESENTATION SKILLS

Presentation skills refer to all the qualities needed to create and

deliver a clear and effective presentation. While what is been said
during a presentation matters, employers also value the ability to
create supporting materials, such as slides. The prospective
employer may want to deliver briefings and reports to colleagues,
conduct training sessions, present information to clients, or
perform any number of other tasks that involve speaking before
an audience.
Giving engaging and easy to understand talks is a major component of
the strong oral communication skills which is a job requirement for
many positions.

A good presentation must be planned. The speaker must plan how

to begin the presentation, what to speak in the middle of
presentation and how to end the presentation without losing
audience interests at any point of time.

Importance of presentation skills

Presentation can be defined as a formal event characterized by

teamwork and use of audio-visual aids. The main purpose of
presentation is to give information, to persuade the audience to
act and to create goodwill.

Following are the importance of presentation skills:

 They help an individual in enhancing his own growth

opportunities.
  Groom the personality of the presenter and elevates his level
of confidence.

 Good presentation skills enable an individual to mould his

message according to the traits of the audience.

 Having good presentation skills not only increases an

individual’s chance of success, but also enables him to add
greatly to the organizations.

A good presentation should have a good subject matter, it should

match with the objective, should best fit the audience and should
also be well organized.

Steps to be taken before a presentation

Preparing a presentation can be an overwhelming experience if it

is allowed to be one.

Steps to be taken before a presentation are as follows:

Analyse the audience

Select a topic

Define the objective of presentation

Prepare body for presentation

Practice delivering the presentation

 Step 1 Analyse the audience: The first step in preparing a
presentation is to learn more about the audience to whom
the presenter would be speaking. It is a good idea to obtain
some information on the background, values and interests of
the audience so that the presenter can understand what the
audience might expect from presentation.

 Step 2 Select a topic: Select a topic that is of interest to the

audience. It will be much easier to deliver a presentation that
the audience finds relevant and more enjoyable to research a
topic that is of interest.

 Step 3 Define the objective of presentation: Once the topics

has been selected; write the objective of the presentation in a
single concise statement. The objective needs to specify,
what exactly does the audience have to learn from the
presentation.

 Step 4 Prepare body for presentation: The body of the

presentation is where the presenter, presents their ideas. To
present their ideas convincingly, they will need to illustrate
and support them.

 Step 5 Practice delivering the presentation: Most people

spend hours preparing a presentation but very little time
practicing it. When the presenter practices the presentation,
then he can reduce the number of times to utter words and
phrases like, “um”, “well” and “you know”.
A good presentation should have the potential to convey the
required information. It should be concise and should be focused
on the topic. It should not move off-track.

PUBLIC SPEAKING SKILLS

Public speaking is a soft skill that requires excellent communication

skills, enthusiasm, and the ability to engage with an audience.
Public speakers make presentations to a group.

The art of public speaking comes into play not only in the delivery
of speeches and public talks, but also in professional presentations,
training events and motivational speaking.

Essential tips for effective public speaking

Public speaking involves talking in front of a group of people,

usually with some preparation. It can be in front of people that
know (e.g., at a family celebration) or a crowd of strangers. Unlike
a presentation there normally isn’t a lot of opportunity for
interaction between the audience and the speaker, speaker speaks,
and the audience (hopefully) listens.

Following are the essential tips for effective public speaking:

Voice control

Body language

Delivery

Audience relations

(a) Voice control: Voice is the most important tool that is used
for public speaking. One simple way to improve the voice is
by learning to breathe fully and deeply from the diaphragm.
Diaphragmatic breathing, or belly breathing, is essential for
accessing the most powerful voice. It is the technique
professional singers use to make their voices sound fabulous.
It enables them to hold notes long after most people would
be out of breath.

(b) Body language: Simply put, body language is the body's way
of communicating without using words. It is the combination
of facial expressions, gestures and movements that convey
what is going on in the mind. If there is a feeling that the stage
presence is lacking, it is best to view clips of great speakers.
 Aim to imitate parts of their style that would work well while
public speaking.

(c) Delivery: When it comes to public speaking, delivery is

everything. Even if the person has a great voice and good
body language, the message will get lost if the audience
cannot easily follow what is been said.

(d) Audience relations: Good public speakers are in tune with

their audience. Public speaking is more than standing in front
of a group and talking; it is also important to engage with the
audience.

Public speaking is a great way of building personal development

on many levels, since improving communication skills is helpful in
almost every area of life. Whether the goal is to engage in political
debate, make a career as a motivational speaker or gain confidence in
front of an audience, public speaking can help to meet the goal.

GROUP DISCUSSION

A group discussion is a methodology used by an organization to

gauge whether the candidate has certain personality traits and/or
skills that it desires in its members. In this methodology, the group
of candidates is given a topic or a situation, given a few minutes to
think about the same, and then asked to discuss the topic among
themselves for 15-20 minutes. It is a very useful tool to screen the
candidates’ potential as well as their skills.
Group discussion is conducted to evaluate following skills:

 Confidence.
 Effective communication.
 Quality of language.
 Listening skills.
 Assertive attitude.
 Paraphrasing skills.
 Leadership.

Group discussion is a methodology or in a simple language is an

interview process or a group activity. It is used as one of the best
tools to select the prospective candidates in a comparative
perspective.
 Importance of group discussion

Group discussion (GD), by virtue of the term, means exchange of

views by participants on a given subject. The whole idea is to bring
together a set of people on a common platform to share their
ideas, thereby giving an opportunity to exhibit not only their
knowledge, but also to understand and enhance their learning by
absorbing the thoughts of other people.

Following are the importance of group discussion:

Better understanding of the subject

Solve problems

Improve listening skills and confidence

Enhance communication and interpersonal skills

Team building exercise

(a) Better understanding of the subject: Group discussion offers

a great opportunity to the discussants to take a deep dive
into the subject and understand it profoundly. It expands the
horizon of knowledge and learning.
 (b) Solve problems: Since group discussion brings together a
group of people holding diverse opinions, it also perceived as
one of the sought-after ways to arrive at solutions to
problems. Group discussions help in changing the thought
process from a narrow to a wider view, thereby paving the
way to solutions.

(c) Improve listening skills and confidence: Since group discussions

necessitate the contribution of ideas and thoughts, the
participants are required to be listening keenly to others’
observations. In this sense, group discussions are a fantastic
way to enhance listening skills and also boost the confidence
of speakers by engaging them and encouraging them to
express their thoughts.

(d) Enhance communication and interpersonal skills: While one

aspect of group discussion is that it encourages people to
share their knowledge, the other important aspect is that it
gives an opportunity to people to build their communication
skills. The participants in the process learn how to express
their ideas while also respecting viewpoints of others.

(e) Team building exercise: Group discussions help in developing

teamwork and leadership attributed in people, which are
extremely important in the current context. Working in a
group helps them increase tolerance and respect towards
others, and also how to unanimously arrive at conclusions.

Group discussions reflect the values of coexistence, motivation,

tolerance and acceptance for others; on the other hand, they are a
key tool for recruiters. During the selection process, they help the
hiring team to identify if the job applicants possess the values
which mirror the principles and the vision of the organisations.

TEAMWORK AND LEADERSHIP SKILLS

Teamwork is the collaborative effort of a group to achieve a common

goal or to complete a task in the most effective and efficient way.

Teamwork is the collaborative effort of a group to achieve a common

goal or to complete a task in the most effective and efficient way.
This concept is seen within the greater framework of a team,
which is a group of interdependent individuals who work together
towards a common goal.
Leadership is the art of motivating a group of people to act towards
achieving a common goal. Leadership skills can help in all the
aspects of career, from applying for jobs to seeking career
advancement. It is one of many soft skills that employer’s value.
Leadership skills often incorporate several different personality
traits and communication abilities that are useful for anyone to
learn and practice over time.

Team

A team is a group of individuals (human or non-human) working

together to achieve their goal. Teams normally have members
with complementary skills and generate synergy through a
coordinated effort which allows each member to maximize their
strengths and minimize their weaknesses.
 Characteristics of effective teams

A team is defined as a group of people who perform interdependent

tasks to work towards accomplishing a common mission or
specific objective.

Following are the characteristics of an effective team:

(a) A clear, elevating goal: This is a goal which has been

communicated to all. without a clear sense of what the team
needs to accomplish and how a successful outcome will be
defined, it is impossible to assemble the right group of people
to get there. So, decide on team goals and desired outcomes
first and then use it for clear direction for the team

(b) A results-driven structure: The goal has been jointly decided

by all the team members. They are fully committed towards
achieving it.

(c) Competent members: Each team member has the required

skill set in order to achieve the team objectives.

(d) Unified commitment: There is nothing happening in silos.

With the total commitment from team members, achieving
organizational goals becomes easier.

(e) Standards of excellence: Quality orientation is vital to the

success of any organization.
(f) Principled leadership: Leadership defines a team. An able-
bodied leadership can chart the team’s path to success.

(g) Team goals are clearly understood by all: Communication is

vital for achieving successful completion of any project.

(h) Teams are given realistic deadlines: External support as well

as aid is vital to the success of any team.

(i) Each team member trusts the judgment of others: Mutual

trust and respect is highly important for the team. This is the
only way to achieve the organization goals.

A team is a group of individuals all working together for a common

purpose. The individuals comprising a team ideally should have
common goals, common objectives and more or less think on the
same lines. Individuals who are not compatible with each other
can never form a team. They should have similar if not the same
interests, thought processes, attitude, perception and likings.

Types of team

Teams can be formed anywhere, anytime whenever the task is

little difficult and complicated.
Given below are the various types of teams in detail:

Permanent teams

Temporary teams

Task force

Committee
Types of teams
Organization/work force

Self-managed teams

Cross functional team

Virtual teams

(a) Permanent teams: These teams perform on a permanent

basis and are not dissolved once the task is accomplished.
Work or no work, the human resources team, operation team,
administration team always function effectively throughout
the year and hence are permanent teams.

(b) Temporary teams: Unlike permanent teams, temporary

teams lose their importance once the task is accomplished.
Such teams are usually formed for a shorter duration either
to assist the permanent team or work when the members of
the permanent team are busy in some other project.
(c) Task force: Such teams are formed for a special purpose of
working on any specific project or finding a solution to a very
critical problem.

(d) Committee: Committees are generally formed to work on a

particular assignment either permanently or on a temporary
basis. Individuals with common interests, more or less from
the same background, attitudes come together on a common
platform to form a committee and work on any matter.

(e) Organization/work force: Such groups are formed in

organizations where team members work together under the
expert guidance of leader. A leader or a supervisor is generally
appointed among the members itself and he along with his
team works hard to achieve a common goal.

(f) Self-managed teams: It consist of individuals who work

together again for a common purpose but without the
supervision of any leader. The team members of self-managed
teams must respect each other and should never lose focus
on their target. No leader is appointed and the team members
have to take their own responsibility. Individuals take the
initiative on their own and are their own guides and mentors.

(g) Cross functional team: Individuals from different areas come

and work together for a common objective to form a cross
functional team. In such teams, people from different areas,
interests and likings join hands to come out with a unique
idea to successfully complete a task.
 (h) Virtual teams: Virtual teams consist of individuals who are
separated by distances and connected through computer.
Here individuals communicate with each other online through
internet.

Team and team work must be encouraged at workplace as it

strengthens the bond among the employees and the targets can be
met at a faster pace. Workload is shared and individuals feel
motivated to perform better than his team members.

Differences between groups and teams

There is a fine line between groups and teams, and each has its
own purpose to accomplish workplace goals.

Here are the differences between groups and teams:

BASIS FOR GROUP TEAM

COMPARISON

Meaning A collection of A group of people

individuals who having collective
work together in identity joined
completing a task. together to
accomplish a goal.

Leadership Only one leader. More than one.

Members Independent. Interdependent.

Process Discuss, decide Discuss, decide
and delegate. and do.

Work products Individual. Collective.

Focus on Accomplishing Accomplishing

individual goals. team goals.

Accountability Individually. Either individually

or mutually.

A group is an assemblage of people who work, interact and

cooperate with one another in achieving a common goal in a
specified time. A group of people who are joined for achieving a
common goal within a stipulated period, having collective
accountability is known as the team.

Leadership

Leadership is the art of motivating a group of people to act toward

achieving a common goal. Leadership captures the essentials of
being able and prepared to inspire others. Effective leadership is
based upon ideas both original and borrowed that are effectively
communicated to others in a way that engages them enough to act
as the leader wants them to act.

Concept of leadership

Leadership is a dynamic process, which deserves study. It is a

relational process involving interactions among leaders, members
and sometimes outside constituencies. Good leaders are made not
born. If the individual has the desire and willpower, he can become
an effective leader.

Good leaders develop through a never-ending process of self-

study, education, training and experience. To inspire the workers
into higher levels of teamwork, there are certain things that must
be known and done. These do not come naturally but are acquired
through continual work and study. Good leaders are continually
working and studying to improve their leadership skills; they are
not resting on their laurels.

Leadership is a process by which a person influences other to

accomplish an objective and directs the organization in a way that
makes it more cohesive and coherent. Leaders carry out this
process by applying their leadership attributes, such as beliefs,
values, ethics, character, knowledge and skills.

The basis of good leadership is honourable character and selfless

service to organization. In the employees’ eyes, the leadership is
everything that an individual does and it affects the organization’s
objectives and their well-being. Respected leaders concentrate on
what they are [be] (such as beliefs and character), what they know
(such as job, tasks, and human nature), and what they do (such as
implementing, motivating and provide direction).

People want to be guided by those they respect and who have a

clear sense of direction. To gain respect, they must be ethical. A
sense of direction is achieved by conveying a strong vision of the
future.
 Leadership skills

Leadership skills are highly sought after by employers as they involve

dealing with people in such a way as to motivate, enthuse and
build respect.

Some examples of skills that make a strong leader include:

 Patience.
 Empathy.
 Active listening.
 Reliability.
 Dependability.
 Creativity.
 Positivity.
 Effective feedback.
 Timely communication.
 Team building.
 Flexibility.
 Risk-taking.
 Ability to teach and mentor.

Leadership skills are skills that is used when organising other

people to reach a shared goal. Whether in a management position
or leading a project, leadership skills require motivating others to
complete a series of tasks often according to a schedule.
 Ways to develop leadership skills

Developing leadership skills is one of the most powerful moves

that can be made to transform the professional and personal life. It
is an empowering process of harnessing the natural talents to
inspire others.

Following are the ways to develop leadership skills:

Listening effectively

Motivate others

Discipline

Handling conflicts

Be a follower

(a) Listening effectively: Communication skills are critical to

being an effective leader, whether it is presenting in front of
the team, creating and writing a business strategy, or
communicating to employees and clients. One of the most
important communication skills for a leader is listening.

(b) Motivate others: A true leader should positively influence

people. When employees or co-workers lose their ambitions
 and passions, a true leader can energize and motivate them.
Sometimes, people lose their motivation because they are
facing difficulties, and is tired of doing the same repetitive
tasks, or are disappointed that they are not being asked to
get involved.

(c) Discipline: Discipline is required in order to execute the goal.

Even if there is a vision or a good idea, it is useless without
discipline. If it is to be executed effectively, there should be
discipline. To be a good leader, it is required to be self-
disciplined, and to make sure others on the team are
disciplined.

(d) Handling conflicts: Leaders have to know how to handle

difficult people and resolve conflicts. If an employee does not
work to the best of his or her ability and brings a negative
attitude to work, leaders have to step up and talk to that
person in private.

(e) Be a follower: Leaders should learn to recognize the value of

team members, learn from them, and encourage other team
members to learn from them. Learning things from a person
who specializes in a particular area is important. Be one of
their biggest fans. Recognize when one of the employees is
taking the type of initiative that was taken by the leader
when he was starting out, building the skillset, and honing the
leadership skills.

Leadership skills are important in any organization, since they

facilitate strong teams and the ability to get tasks done efficiently.
 INTERVIEW SKILLS

An interview is a conversation between an employer and a

candidate for both parties to learn more about each other for the
purpose of filling a position within a company or organization.

An interview is a meeting between an employer and a job applicant.

This meeting can take place in person over the telephone, or via
video conferencing. The atmosphere may be formal or fairly
casual. It may involve just the applicant and the employer, or the
applicant and a group of people or panel.

Types of interview skills

Interview skills are an essential tool for all students in today's

world of employment as there is increasing competition for job
vacancies. This is largely due to the rise in graduation rates,
consequently there are far more candidates applying for the same
jobs.
Following are the types of interview skills:

Telephone interview
Types of interview skills
Video interview

Panel interview

Group interviews

Individual (face-to-face)
interviews

(a) Telephone interview: Telephone interviews are highly

valuable because they speed up the interview process and
minimise time-wasting, whilst culling the weaker candidates
earlier on. A face-to-face interview will take up the time as
well as the candidate’s, so having a quick chat to suss out
whether they are suitable, before meeting up, will benefit
both the interviewer and the candidate.

(b) Video interview: Video interviews (skype, google hangouts,

and face time) are a great alternative to telephone interviews.
The fact that they can actually see each other adds a certain
level of importance and professionalism to the call and
removes the temptation for either party to multi-task or lose
focus. Background distractions could still occur, other calls
could come through, bad signal could distort the conversation
 and, as it is possible to see each other, there is no hiding from
them.

(c) Panel interview: Panel interviews are the same as individual,

face-to-face interviews, but with two or more interviewers in
the room. The main advantage of panel interviewing is that it
precludes any personal biases that might creep into the
assessment process. The panel interview is usually conducted
as the sole or final step in the interviewing process to take
place instead of an individual interview and following any
telephone and/or group interviews.

(d) Group interviews: Group interviews are used a lot less

regularly than the other interview techniques but they still
have their place in the modern recruitment. Group interviews
that replace the individual interview, should last roughly an
hour and a bare minimum of 45 minutes.

(e) Individual (face-to-face) interviews: Individual, face-to-face

interviews are by far the most popular and efficient form of
assessment. Allowing the interviewers to get up close and
personal with each candidate, while keeping an eye on their
body language is far more effective than any other interviewing
format.

An interview skill describes what is needed to achieve success

when being interviewed for a job. Good preparation for an
interview is absolutely a key. Exactly what is needed to be done
will vary depending on the role of the person in the interview.
UNIT SUMMARY

This unit comprises of topics such as 10 key soft skills, communication skills,
interpersonal communication, listening skills, presentation skills, effective
public speaking, group discussion, teamwork and leadership skills, and
interview skills. Soft skills are also important to the success of most
employers. Soft skills characterize how a person interacts in his or her
relationships with others. Communication skills are a set of activities that
ultimately make a quality public performance. Interpersonal
communication is the process of exchange of information, ideas, feelings
and meaning between two or more people through verbal and/or non-
verbal methods. Listening skills allow one to make sense of and
understand what another person is saying. Having good presentation skills
will help to glide through life much smoother. Public speaking is the process
of communicating information to an audience. It is usually done before a
large audience, like in school, the workplace and even in an individual’s
personal lives. A group discussion refers to a communicative situation that
allows its participants to share their views and opinions with other
participants. Leadership and teamwork have a direct impact on the ability
for an organization to carry out its mission. Interview skills are an essential
tool for all students in today's world of employment as there is increasing
competition for job vacancies. The keys to effectively interviewing include
preparation, energy, enthusiasm, and strategy.
 ETIQUETTE

The word "etiquette" comes from the French word "estique,"

meaning to attach or stick. The noun "etiquette" describes the
requirements of behaviours according to the conventions of the
society. It includes the proper conduct that is established by a
community for various occasions, including ceremonies, court,
formal events and everyday life.

Etiquette in simpler words is defined as good behaviour which

distinguishes human beings from animals. Human being is a social
animal and it is really important for him to behave in an appropriate
way. Etiquette refers to behaving in a socially responsible way.

Importance of etiquettes

Etiquette is about kindness, it is about being friendly, it is about

being polite, it is about integrity and it is about good manners.
Etiquette helps to know how to treat others.
 PERSONAL EXCELLENCE AT WORKPLACE

Personal excellence in workplace decides the way an individual

interacts with his/her co-workers and responds to various situations.
It also reduces stress levels and teaches an individual to face even
the worst situations with a smile.

Personal excellence helps to become a better leader and a person

by offering the right content with a focus on overall well-being and
personal growth.

Objectives of personal excellence

Personal excellence improves an individual’s life in various areas.

The main objectives of personal excellence are given below:

 To maintain a good relation in a workplace.

 To maintain a good personality.
 To develop a good career.
  To build confidence.
 To improve motivation and satisfaction.

Personal excellence does not reflect perfection and being

perfectionist. It is a process of becoming better to oneself and
does better and better in all aspects of work life.

Importance of personal excellence

Personal excellence improves an individual’s performance

consistently and continuously so that one can improve in every
aspect of life such as family, education, career, finance, relationship
etc. When a person improves his personal excellence most of his
life is under control.

Given below are the areas where things improve in an individual’s

life when his personal excellence is improved:

 Helps to reduce stress.

 Helps to develop positive attitude in life.
 Improves the quality to help others.
 Enhance effectiveness in working.

Personal excellence is the journey of positive development

beyond oneself and is a step process of improving oneself in every
aspects of life.
 10 ‘A’s in personal excellence

Personal excellence means producing the best in any given

situation. It is the effort of an individual to become better than last
time. People who believe in personal excellence always compete
against themselves and their own performance.

Following are the 10 A’s in personal excellence:

Awareness

Attitude

Action

Ability

Aim
10 A’s In Personal
Excellence
Adaptability

Affability

Accountability

Achievement

Appreciation
(1) Awareness: It is important for an individual in a company to
learn, improve, and grow. To do so, people must be aware of
the areas that need learning or improvement.

(2) Attitude: Without a proper attitude, one may not even be

aware of areas to improve. People with positive attitudes
take responsibility for the problems they face. They solve
problems rather than complain and take charge to improve
things. That certainly is a great step towards personal excellence.

(3) Action: Personal excellence cannot be achieved without

action. People will judge by the actions. These may include
the work and duties assigned for an employee and the way
how he/she is doing their job.

(4) Ability: A fundamental way to achieve personal excellence is

to develop the ability to do one’s tasks better each time
around. This requires constant upgrading of one’s knowledge
and skills in various areas of work.

(5) Aim: A critical aspect of achieving personal excellence is

having an aim. This requires setting clear goals and specific
measurements to monitor progress. People list down things
to accomplish and schedule the completion dates according
to priorities.

(6) Adaptability: To achieve personal excellence, individuals

need to continuously prepare and respond to changes in their
environment. That is, when a company has changed its
 processes, employees need to adapt to the new corporate
culture in order to survive.

(7) Affability: The definition of affable is a person who is friendly

or easy to talk to. A person who makes feel welcome is an
example of an affable person.

(8) Accountability: Accountability contributes to the condition

of being responsible to do all the tasks assigned to an employee
without blaming others. Being accountable means that an
individual admits the error made by themselves while
performing the task.

(9) Achievement: Achievement is a great standard of personal

excellence. The best way to increase one’s value is through
the constant process of achieving set goals and targets.

(10) Appreciation: Appreciating someone makes them feel good

about what they do. One should appreciate the opportunity
of working in an organisation and the customers who
contributes to the revenue of company.

Personal excellence is the journey of positive development

beyond oneself and is a step-by-step process of improving oneself
in every aspect of life. Although the process is difficult and
requires patience, it benefits those who want to live a successful
and happy life.
 WORKPLACE HYGIENE AND PERSONAL HYGIENE

All workplace environments need to be hygienic and safe for both

employees and visitors. This applies to all, not just workplaces
involved in handling food and personal products.

A solid workplace hygiene policy is the best way to ensure employees

maintain a clean workplace. Each workplace will require different
hygiene requirements.

Essential workplace hygiene do’s and don’ts

Hygiene is important in the workplace because it contributes to a

healthy workforce. A healthy workforce is happier and more
productive. A healthy workplace also means workers take fewer
sick leaves.
Basic workplace hygiene commonly refers to four areas as follows:

Workstation cleanliness

Personal hygiene

Kitchen cleanliness

Restroom hygiene

(1) Workstation cleanliness

Cleaning workstations with sanitizer helps reduce bacterial
contamination, so we should use sanitizer, particularly during
the height of the cold and flu season.

Following are its do’s:

 Provide employees with clean drinking water.

 Keep storage areas clean.

 Seal waste removal containers.

 Provide waste bins and hand hygiene facilities to

employees, visitors and other staff.

 Provide washing stations, to allow workers to wash their

hands and therefore, avoid cross-contamination.
 Following is the don’ts:

 Do not clutter the workstation.

(2) Personal hygiene

Personal hygiene refers to the appearance, habits, and
cleanliness of employees. This includes grooming, showering,
and hand washing.

Following are its do’s:

 Use disposable, single-use tissues to cover the nose and

mouth when sneezing, coughing or wiping and blowing
the nose.

 Clean dirt and debris off work boots and keep them
outside.

 Cover any existing cuts, abrasions or breaks in the skin.

 Remove contact lenses if exposed to vapours to prevent

eye irritation.

 Wear hair restraints, where needed.

 Stay home if feeling sick.

Following are the don’ts:

 Do not mix contaminated clothing with the home laundry.

  Do not Sneeze or cough without covering the nose or
mouth.

 Do not leave the toilet without washing hands.

 Do not clean the face with reused tissues.

(3) Kitchen cleanliness

Thorough cleaning needs to take place in communal areas
like a shared kitchen and washroom facilities.

Following are its do’s:

 Wash hands and utensils before preparing food.

 Ensure that the staff members practice strict hygiene.

 Use tissue paper or hand towels from wall-mounted

dispensers.

 Ventilate rooms.

 Clearly label a non-potable (unsanitary to drink from)

water source, indicating the water is not safe for drinking,
washing or cooking.

Following are the don’ts:

 Do not share towels.

 Do not practice or encourage food sharing.
 (4) Restroom hygiene
Policies should ensure that the facilities are always supplied
with hand soap, toilet paper, and drying towels/equipment.

Following are its do’s:

 Stock with adequate toilet paper.

 Keep toilets in good working order.
 Inspect toilets regularly.
 Keep toilets private.

Making sure employees adhere to basic standards of hygiene will

help diminish the spread of disease-carrying bacteria and viruses
that can be rampant in shared spaces. But more importantly, it will
diminish absenteeism and keep people happy and productive.

Personal hygiene at workplace

Personal hygiene is how one takes care of ones’ body. This practice
includes bathing, washing the hands, brushing the teeth, and more.
Following are the personal hygiene tips at workplace:

Keep hair clean

Care for dental health

Bathe or shower regularly

Use deodorant daily

Keep hands clean

Maintain restroom hygiene

(a) Keep hair clean: Regularly wash and cut hair to keep a neat
appearance. If there is facial hair, an individual can save
money by maintaining it by themselves at home with a set of
quality clippers.

(b) Care for dental health: Maintaining a healthy, clean mouth is

part of maintaining personal hygiene at work. Brush and even
floss the teeth daily, a dentist would be able to diagnose and
correct any oral health issues that needs to be corrected.

(c) Bathe or shower regularly: Bathe every day before work, or

every night before going to sleep. Bathing will not only
cleanse the skin and keep it looking healthier and more
attractive, but it will also help cleanse the body of odours.
 (d) Use deodorant daily: Wear deodorant or antiperspirant daily
if there is a tendency to sweat. If there is ever a doubt about
whether deodorant is necessary for maintaining personal
hygiene at work, use deodorant. One of the most useful
personal hygiene tips in the workplace to follow is: it is better
to use a deodorant when it is not needed than to not use
deodorant when it is needed.

(e) Keep hands clean: Keep hand sanitizer and facial tissues near
the work desk. If an individual doesn’t work at a desk, then it
is better to put travel sizes of these items in the pocket.
Sanitizer and tissues will come in handy when a person is ill
and can also prevent the spread of germs resulting from
touching dirty items, such as money and computer keyboards.

(f) Maintain restroom hygiene: Wash the hands thoroughly

after each restroom visit. To prevent contaminating the
hands again on the way out of the restroom, open the door
with a paper towel and dispose of it at the work station or a
nearby trashcan.

Personal hygiene practices can help oneself and the people around
to prevent illnesses. They can also help to feel good about the
appearance.

ERGONOMICS

Ergonomics is defined as the study of how people work in their

environment. Ergonomics is the process of designing or arranging
workplaces, products, and systems so that they fit the people who
use them.

Most people have heard of ergonomics and think it is something to

do with seating or with the design of car controls and instruments;
and it is. But it is so much more.

Example: Study of how people who primarily sit in their offices get
work-related back injuries.

Benefits of ergonomics

Ergonomics is an important part of research in the product

development process. Its purpose is to increase the safety, comfort
and performance of a product or an environment, such as an
office.

Following are the benefits of ergonomics:

 It reduces costs.
 It improves productivity and quality.
  It improves employee engagement.
 It creates a better safety culture.
 Minimized back and neck pain.
 Reduced blood sugar levels.
 Better heart health.
 Improved mood and energy levels.

Ergonomics is important because when a person is doing a job and

the body is stressed by an awkward posture, extreme temperature,
or repeated movement the musculoskeletal system is affected.

Tips for office ergonomics

The goal of office ergonomics is to design the office workstation so

that it fits and allows a comfortable working environment for
maximum productivity and efficiency.

Following are the office ergonomics tips to help to avoid fatigue:

 Make sure that the weight of the arms is always supported. If

the arms are not supported, the muscles of the neck and
shoulders would hurt by the end of the day.

 Watch head position and try to keep the weight of the head
directly above its base of support (neck). Do not crane the
head and neck forward.

 Do not slouch. Slouching puts more pressure on the discs and

vertebrae on the back. Use the lumbar support of the chair
 and avoid sitting in a way that places body weight more on
one than on the other.

 The monitor should be placed directly in front of an individual,

with the top no higher than eye level. The keyboard should be
directly in front of the monitor, so that there is no need to
frequently turn the head and neck.

 Talking on the phone with the phone receiver between the

neck and ear is a bad practice.

 The keyboard and the mouse should be close enough to

prevent excessive reaching which strains the shoulders and
arms.

 Take steps to control screen glare, and make sure that the
monitor is not placed in front of a window or a bright
background.

 Rest the eyes periodically for several seconds by looking at

objects at a distance to give the eyes a break.

Ergonomics aims to improve workspaces and environments to

minimise risk of injury or harm. So as technologies change, so does
the need to ensure that the tools can be accessed easily for work,
rest and play and is designed for the body’s requirements.
 HEALTHY LIFESTYLE IMPORTANCE

A healthy lifestyle is simply ensuring that an individual has to take

a balanced diet, do regular exercise and effectively manage the
stress. Healthy lifestyle has both short and long-term health
benefits. Long term can add years to life and reduce the risk of
certain diseases including cancer, diabetes, cardiovascular disease
and obesity. The short-term can make the person feel and look the
best, give more energy and help to maintain a healthy weight.

Below is the main importance or benefits associated with a healthy

living:

 Disease prevention.
 Increased lifespan.
 Mental health.
 Increased happiness.
 Boosts self- confidence.

Physical fitness is not the sole basis of being healthy; being healthy
means being mentally and emotionally fit. Being healthy should be
part of overall lifestyle.

Living a healthy lifestyle can help prevent chronic diseases and

long-term illnesses. Feeling good about themself and taking care
of their health are important for self-esteem and self-image.
Maintain a healthy lifestyle by doing what is right for the body.
UNIT SUMMARY

This third unit covered topics such as personal excellence, workplace

hygiene & personal hygiene, ergonomics, and healthy lifestyle
importance. To achieve people excellence, organisations need to focus on
the growth and development of individuals. Hygiene is the practice of
keeping oneself and one’s surroundings clean in order to prevent infection
and disease and remain healthy and fit. Hygiene in a workplace involves
aspects such as personal hygiene, work area cleanliness and toilet and
kitchen facilities being clean at all times. Maintaining good personal hygiene
consists of bathing, washing the hands, brushing teeth and sporting clean
clothing. Ergonomics is about designing for people. Defined as the science
of fitting a workplace to the user’s needs, ergonomics aims to increase
efficiency and productivity and reduce discomfort. To maintain a healthy
lifestyle, it is needed to keep eating healthy. Add more fruits and vegetables
in the diet and eat less carbohydrates, high sodium and unhealthy fat. Avoid
eating junk food and sweets.
 DECISION-MAKING SKILLS

Decision making skills refers to the ability to select between two

or more alternatives to reach the best outcome in the shortest
time.

Decision-making skills can be the difference in making a choice

that improves the organization. The aptitude to make decisions is
a leadership trait, which portrays the ability to think objectively
and relates concepts to the goals that the individual is trying to
reach.

Types of decision-making skills

Decision making is the key skill in the workplace and very important
for leaders. It is a critical skill for effective management and
leadership. Some people are just not suited for leadership roles
because of their lack of ability to make decisions.
Following are the types of decision-making skills:

Ethical decision-making skills

Types of decision making Consumer decision-making process

Team decision-making skills

skills

Executive decision-making

Rational decision-making

Programmed decision-making

Military decision-making process

(a) Ethical decision-making skills: A central skill for healthcare,

the financial industry and more.

(b) Consumer decision-making process: Understanding how

consumers make decisions is a key for marketing and sales
specialists.

(c) Team decision-making skills: Also called group decision-

making or collaborative decision making. It is important in
business and managerial jobs.
 (d) Executive decision-making: The opposite of group decision-
making. Executives must gather input and then make difficult
decisions on their own.

(e) Rational decision-making: The rational model of decision-

making is a necessary skill in managerial and business jobs.

(f) Programmed decision-making: Good skill for high-level

management jobs.

(g) Military decision-making process: The army uses this

distinct seven-step plan to make operational decisions.

Employers tend to value decision-making because it is a skill that

is required in many different situations across many business
areas from everyday tasks through to more complex projects or
unforeseen situations.

Decision-making process

Decision making is the process of making choices by identifying a

decision, gathering information and assessing alternative resolutions.
Following are the steps in decision making process:

Identify the decision

Gather relevant information

Identify the alternatives

Weigh the evidence

Choose among alternatives

Take action

Review the decision & its effects

 Step 1 Identify the decision

If there is a need to make a decision, then it is very important
to clearly define the nature of the decision initially.

 Step 2 Gather relevant information

Gather all the information related for making the proper
decision. Now this must be done in two parts:

(1) Internal – Get details through self-assessment.

(2) External – Getting details through books, online etc.
  Step 3 Identify the alternatives
In the process of collecting information, an individual would
surely come across many paths or alternatives. He can even
use his imagination to create new alternatives.

 Step 4 Weigh the evidence

Once all the possible list of alternatives has been gathered, it
is required to analyse each and every option and evaluate the
end result of it. Check whether they are suitable for the first
step. Enlist the entire alternative on a priority basis.

 Step 5 Choose among alternatives

After all the evaluation, it is needed to select the best alternative
that is suitable. It is also possible to make use of combining 2
or more alternatives.

 Step 6 Take action

Now is the time, to perform the action by starting to implement
or make use of the alternative chosen in the above step.

 Step 7 Review the decision & its effects

Review the result or outcome of the decision and check
whether the need which has been identified in the step 1 has
been solved or not.

Using a step-by-step decision-making process can helps to make

more deliberate, thoughtful decisions by organizing relevant
information and defining alternatives. This approach increases the
chances of the decision maker to choose the most satisfying
alternative possible.
 Importance of decision-making in the workplace

Decision-making is the process of selecting the best option among

a number of choices. It is an important step in the process of
planning. The success depends on the decisions that has been
made in the professional and personal life.

Following are the importance of decision making in workplace:

 To utilize the resources effectively.

 To enhance the reputation of the employee and the
organization.
 Helps to face all the challenges.
 Helps to save time.
 Helps to enhance the level of dedication of employees.
 Assess the efficiency of the employees.
 Helps to create new innovations.

Decision-making will not be a difficult process if it has only a single

option. It becomes a laborious process if the person has to choose
between lots of other suitable alternatives. If the person is a good
decision maker, then he would be respected and trusted by the
people working for him.

Ways to improve decision-making skills

Decision making is an important skill in the workplace and is

extremely vital if the person wishes to be a leader. Be it the
decision to hire someone, or the process to adapt to complete a
project, or any strategy to pursue, if he possesses good decision-
making skills then he will never go wrong with them.

Here are some ways to improve decision-making skills in the

workplace:

Carefully consider certainties before making decision

Analyse the reason for making a decision

Determine the numbers of choices

Try making an informed decision

Make sure the decision makes sense

Make a logical decision and not an emotional one

Evaluate the importance

(a) Carefully consider certainties before making decision:

Choices can vary from massive to single. Determining the
certainties of the decision can support in decision making. Do
little research and carefully consider the certainties associated
with it before attempting to make a decision.
(b) Analyse the reason for making a decision: If a decision needs
to be made, particularly for something important then it is a
must to first analyse why it is required to be made. There
might be certain reasoning and agenda that can affect the
decision in the end. Determine the consequences that will
occur from the decision.

(c) Determine the numbers of choices: In most of the situations,

there would be more than two choices. This will lead to a bit
of confusion to take an appropriate decision. Sometimes the
choices are hidden. Hence, search for various options and
organize them as per what would work the best, what the
ends-results would be before the final decision is made.

(d) Try making an informed decision: Before a decision is made,

it is essential to ask relevant questions regarding it. The
decision can be for oneself or for someone else but make sure
that the decision that is in the best interest.

(e) Make sure the decision makes sense: Common sense plays a
more pivotal role in decision making than the gut feeling. It
can help to identify whether to make the correct choice or
not.
(f) Make a logical decision and not an emotional one: There can
be some situations when the feeling of been trapped happens
and it tends to make rash decisions due to anger, sadness, and
pride. This clearly indicates that emotions can be dangerous.
They are more impulsive and can landwith incorrect decisions.
 (g) Evaluate the importance: The time that must be spend on
taking a decision depends on the importance of the situation.
While some situations may require taking a decision in just
10 minutes, there can be other decisions that may even take
a few days to confirm. This all depends on the significance of
the situation.

Decision making is an important process that a person experiences

every day. Some decisions might be small and less important while
others are big and highly important.

PROBLEM SOLVING SKILLS

Problem solving is all about using logic, as well as imagination, to

make sense of a situation and to come up with an intelligent
solution. In fact, the best problem solvers actively anticipate
potential future problems and act to prevent them or to mitigate
their effects.

Problem-solving abilities are connected to a number of other skills,

including:

 Analytical skills.
 Innovative and creative thinking.
 A lateral mind-set.
 Adaptability and flexibility.
 Level-headedness.
 Initiative.
Identifying a problem is often the kernel for a new business or
product idea and as such, problem solving is an essential ingredient of
entrepreneurialism. It is also a key component of good leadership.

Types of problem-solving skills

A problem-solving skill helps to determine the source of a problem

and find an effective solution. Although problem solving is often
identified as its own separate skill, there are other related skills
that contribute to this ability.

Following are the types of problem-solving skills:

Research

Analysis

Problem solving skills Decision-making

Communication

Dependability

(a) Research: Researching is an essential skill related to problem

solving. A person can begin to gather more information about
a problem by brainstorming with other team members, consulting
more experienced colleagues or acquiring knowledge through
online research or courses.
 (b) Analysis: It is the first step to solving any problem to analyse
the situation. The analytical skills will help to understand
problems and effectively develop solutions. A person will also
need analytical skills during research to help distinguish
between effective and ineffective solutions.

(c) Decision-making: Ultimately, they will need to make a

decision about how to solve problems that arise. Solid research
and analytical skills can help those who have less experience
in their field.

(d) Communication: When identifying possible solutions, they

will need to know how to communicate the problem to
others. They will also need to know what communication
channels are the most appropriate when seeking assistance.
Once the solution is found, communicating it clearly will help
reduce any confusion and implementing the solution easier.

(e) Dependability: Dependability is one of the most important

skills for problem-solvers. Solving problems in a timely
manner is essential. Employers highly value individuals they
can trust to both identify and then implement solutions as
fast and effectively as possible.

Problem-solving skills are traits that enable to do that. While

problem-solving skills are valued by employers, they are also
highly useful in other areas of life like relationship building and
day-to-day decision making.
 Effective problem-solving steps in the workplace

Problem-solving is the process of understanding a challenge and

working toward finding an effective solution to it. Depending upon
the type and complexity of the problem, it may involve the use of
mathematical operations and may test critical-thinking skills.

Following are the effective problem-solving steps in the workplace:

Define the problem

Identify alternative solutions

Evaluate solutions

Select a solution

Implement the chosen solution

Monitor progress and make adjustments

 Step 1 Define the problem

Analyse the situation carefully to learn more about the problem. A
single situation may involve multiple problems. Identify each
problem and determine the cause. Try to anticipate the
behaviour and response of people affected by the problem.
 Step 2 Identify alternative solutions
Brainstorm all possible ways to solve the existing problem.
Invite suggestions from everyone affected by the problem
and consult those who may have more experience with the
type of challenge that they are experiencing. It is also
possible to use surveys and discussion groups to generate
ideas.

 Step 3 Evaluate solutions

Once there is a list of alternatives, it is time to evaluate them.
Assess the positive and negative consequences of each
alternative defined in the previous step. Analyse and compare all
the alternatives in terms of the resources required for their
implementation, including time, data, personnel and budget.

 Step 4 Select a solution

After the evaluation process is over, select a solution most
likely to solve the problem.

Consider to what extent a solution meets the following

objectives:

 It solves the problem smoothly without creating another

problem.
 It is acceptable to everyone involved.
 It is practical and easy to implement.
 It fits within the company’s policies and procedures.

It is important to consider the implementation part while

choosing a solution.
  Step 5 Implement the chosen solution
The next step involves implementing the chosen solution,
which usually requires taking the following actions:

 Develop an action plan to implement the chosen solution.

 Define objectives and separate them into measurable
targets to monitor the implementation.
 Define timelines for implementation.
 Communicate the plan to everyone involved.
 Develop feedback channels to use during the process.

 Step 6 Monitor progress and make adjustments

Make sure to continuously measure progress to ensure the
solution works. Gather data and feedback from others to
determine if the solution meets their needs. There might be a
need to make adjustments to the process if anything
unexpected arises. If there is a feeling that the solution won’t
work as planned, it may be required to return to the alternative
solutions and implement a new plan.

When prospective employers are talking about problem solving,

they are usually trying to gauge the ability and skills to deal with
difficult situations and complicated business problems.

CONFLICT MANAGEMENT AT WORKPLACE

Conflict management is the process by which disputes are resolved,

where negative results are minimized and positive results are
prioritized. This key management skill involves using different
tactics depending on the situation, negotiation and creative
thinking.

A conflict arises when individuals have different opinions, thought

processes, attitudes, interests, needs and find it difficult to adjust
with each other. When individuals perceive things in dissimilar
ways and cannot find the middle way, a conflict starts.

Conflicts must be avoided at workplaces for a healthy and a

competitive environment. Employees must ensure that precautionary
measures are taken in advance to prevent conflicts at the
workplace. Employees are the assets of any organization and they
must feel motivated and elated to perform well. Conflicts only lead
to tensions and depressions and nothing productive comes out of
it.
 Types of conflict in the workplace

So many conflicts in life are caused by a lack of or poor communication,

and the workplace is no different. Misunderstandings, closed-
mindedness, and passive-aggressive behaviour all contribute to
the following workplace conflicts.

Following are the two types of conflicts in the workplace:

Types of conflicts

Group conflict Individual conflict

(1) Group conflict: Group conflict or hostilities between different

groups, is a feature common to all forms of human social
organization. A group consists of two or more people who are
in interaction with each other, have a well-defined structure
of role and status relations and have a system values and
norms of behaviour for the smooth working of the group.
Groups not only affect the behaviour of their members,
rather they have impact on other groups and the organisation
as a whole.

(2) Individual conflict: Individual level conflict refers to an

interpersonal incompatibility or differing perceptions such as
 a difference of opinions and/or an unmatched relationship in
interacting with others. Individual-level conflict can have
both negative and positive consequences on a team and its
team members.

Conflict management is the process for handling disputes and

disagreements between two or multiple parties. The goal of this
system is to minimize the negative factors that are influencing the
conflict and encourage all participants to come to an agreement.

'Cs' approach to conflict resolution in the workplace

Conflict at work, while unfortunate, is to be expected. Everyone is

different. Differences lead to conflict when individuals cannot
agree. And because conflict is inevitable, it is best to prepare so
that it can be handled when the disputes arise.
Following are the 5 C’s approach to conflict resolution in the
workplace:

Carefully listen

Considerately look at the situation

Calmly discuss the conflicting perspectives

Conscientiously look at the facts

Cooperatively work together

(1) Carefully listen

Every conflict has sides. Before deciding how to resolve a
conflict, make sure to listen carefully to what each party is
saying. Careful listening is one of the best ways to handle a
conflict as it allows to validate others’ ideas and let them
know that they are being heard, regardless of whether it is
agreed or not.

(2) Considerately look at the situation

When conflicts arise, emotions and anxieties are heightened.
To avoid worsening the situation, make sure that the teams
learn to understand each other, even when they do not agree.
Part of being able to listen carefully is being able to understand
and accept others’ ideas. Remember that a person is not
 always right, and ideas aren’t necessarily the best. Remind
the team of this, as well, as to mediate the conflict.

(3) Calmly discuss the conflicting perspectives

How an individual responds to a conflict can intensify
tension. Conflicts worsen when the arguing parties become
emotional, and the argument becomes personal. The best
way to handle conflict is to stay calm. Keep oneself and the
team calm. Avoid showing signs that agrees with one group
and not the other.

Show the team that it is possible to keep calm and reasonable.

Insist all parties talk to each other in a relaxed and civil
manner. Do not let emotions overwhelm the situation by
making sure no one shouts, makes offensive comments, or
blames.

(4) Conscientiously look at the facts

Be sure to have all the facts before making any decisions to
resolve a conflict. Clarify the points first, taking into
consideration each person’s different perspectives. For
instance, if a conflict arises while the team is deciding how to
solve a problem, try to identify what each team member
perceives as the problem.

Different perspectives on the same problem will lead everyone

to consider different solutions. Let everyone present their
ideas without interruption so that they can all get the
relevant facts that is needed to make an informed decision.
As with careful listening and consideration, be sure to listen
 to each person and consider the facts they present. Be
thorough in the investigation.

(5) Cooperatively work together

All 4 C’s should help the team to work together in resolving
the conflict. With each of these tips, they are focusing the
team on addressing the shared problem instead of attacking
each other’s personality.

Because everyone on the team listened carefully, considerately

looked at the situation, calmly discussed perspectives and
conscientiously looked at the facts, cooperated all of the
above despite the initial disagreement.

Letting everyone be a part of conflict resolution teaches the team

how to handle conflict for themselves. The next time they find
themselves disagreeing, they are less likely to need the intervention.

Tips to manage conflict

Conflict is serious disagreement and argument about something

important. It can be disagreement or misunderstanding, resulting
from the actual or perceived needs, beliefs, resources and relationship
between the members.

Since conflict arises in social and business circles. There are few
tips that can help in managing a conflict.
The tips to manage conflict are as follows:

 Talk with the other person.

 Focus on behaviour and events, not on personalities.
 Listen carefully.
 Identify points of agreement and disagreement.
 Prioritize the areas of conflict.
 Develop a plan to work on each conflict.
 Follow through on the plan.
 Build on the success.

The aim of conflict management is to enhance learning and group

outcomes, including effectiveness or performance in an organizational
setting.

Conflict management strategies

While workplace conflicts can happen between employees and

upper management or employees and customers, most conflicts
occur between employees who spend most of their time together.
Ask everyone to think about how they are most comfortable handling
conflict in their daily lives. Common ground might exist already.
Five common conflict management strategies are as follows:

Avoidance
Conflict management strategies
Competition

Accommodation

Compromise

Collaboration

(1) Avoidance: Avoiding is when people just ignore or withdraw

from the conflict. They choose this method when the discomfort
of confrontation exceeds the potential reward of resolution
of the conflict. While this might seem easy to accommodate
for the facilitator, people are not really contributing anything
of value to the conversation and may be withholding worthwhile
ideas. When conflict is avoided, nothing is resolved.

(2) Competition: Competing is used by people who go into a

conflict planning to win. They are assertive and not cooperative.
This method is characterized by the assumption that one side
wins and everyone else loses. It does not allow room for
diverse perspectives into a well-informed total picture.
 Competing might work in sports or war, but it is rarely a good
strategy for group problem solving.

(3) Accommodation: Accommodating is a strategy where one

party gives in to the wishes or demands of another. They are
being cooperative but not assertive. This may appear to be a
gracious way to give in when one figure out s/he has been
wrong about an argument. It is less helpful when one party
accommodates another merely to preserve harmony or to
avoid disruption. Too much accommodation can result in
groups where the most assertive parties commandeer the
process and take control of most conversations.

(4) Compromise: A compromising conflict resolution strategy

aims to settle on a solution that is deemed fair. Everyone
works together, so no one completely gets their way. Instead,
each team member makes a sacrifice to ensure everyone has
a small consolation prize. Compromise sounds excellent at
the outset, but a solution that's fair is not always a solution
that is effective.

(5) Collaboration: Collaborating is the method used when people

are both assertive and cooperative. A group may learn to
allow each participant to make a contribution with the
possibility of co-creating a shared solution that everyone can
support.

Kenneth Thomas and Ralph Kilmann developed five conflict resolution

strategies that people use to handle conflict, including avoiding,
defeating, compromising, accommodating, and collaborating.
UNIT SUMMARY

This unit covers topics such as decision-making skills, problem- solving

skills, conflict in the workplace, and conflict management strategies.
Decision making is the key skill in the workplace and very important for
leaders. Decision making is a critical skill for effective management and
leadership. Some people are just not suited to leadership roles because of
their lack of ability to make decisions. Solving problems means making
choices. Typically, effective problem-solving skills result in happier, more
confident, and more independent individuals. When children tackle
problems on their own, or in a group, they become resilient. Conflict is a
normal and natural part of any workplace. When it occurs, there is a
tendency for morale to be lowered, an increase in absenteeism and
decreased productivity. Handling and resolving conflicts that arise in the
workplace is one of the biggest challenge’s managers and employees face.
Five types of conflict resolution include accommodating, avoiding,
collaborating, competing, and compromising.Managers need to resolve conflict
in the workplace quickly and professionally.
 STRESS

Stress is a normal part of life. Any one can experience stress from
the environment, the body and the thoughts. Even positive life
changes such as a promotion, a mortgage or the birth of a child
produce stress.

Stress is the way human beings react both physically and mentally
to changes, events, and situations in their lives. People experience
stress in different ways and for different reasons. The reaction is
based on perception of an event or a situation.

Stress is the body’s reaction to any change that requires an

adjustment or response. The body reacts to these changes with
physical, mental and emotional responses.
Some of the negative emotions in the workplace are as follows:

Frustration

Worry

Anger

Dislike

Unhappiness

(a) Frustration
Frustration or irritation is one of the most common negative
emotions amidst the complexities of a productive work
environment.

Frustration can develop from a lot of circumstances

including:

o A lost project deals.

o Lack of resources affecting the ability to perform well.

o Limited promotional opportunities that make a person

feel trapped in the same work for years.

o A problematic manager or colleague who neglects the

idea to improve the quality of work.
(b) Worry
At a reasonable level, most of the people know that worrying
does not accomplish much. But, change, and the feeling of
loss of control can often trigger worries. It makes them feel
nervous and insecure at work, profoundly affecting the self-
confidence.

(c) Anger
Anger is one of the most common non-verbal communications in
the workplace. If people find themselves being yelled at, or if
someone slams the door right on the face, they know its
anger. The difference in opinion is one of the major causes of
anger at work. Harassment, favouritism, and rejection are
probably the other best-known examples of workplace anger
and hostility.

(d) Dislike
In a workspace, it is common to have an employee whom the
others do not like. An individual works with many different
kinds of people who have diverse backgrounds and personalities.
From time to time, an individual finds himself working closely
with or even reporting to someone he doesn't like from a
personal viewpoint.

(e) Unhappiness
It is most likely to affect the productivity. Dealing with
disappointment and unhappiness will lower the energy and
risk-taking capabilities. Thus, it will hold a person back from
all the accomplishments.
The proper management and channelling of emotions require
effort and learning, but it can be very beneficial. It can help a
person recognize problems before they arise and maturely handle
situations with control over the emotions.

WORK LIFE BALANCE

Work life balance is a method which helps employees of an

organization to balance their personal and professional lives. It is
an important concept in the world of business as it helps to
motivate the employees and increases their loyalty towards the
company.

An introduction to work life balance gives the ability to experience

a sense of control to stay productive and competitive at work,
while maintaining a happy and healthy home life with enough
leisure.
 Objectives of work life balance

Work life balance is important as it allows to separate work and

home, meaning that the stress of work should stay at work, and
not follow the person outside of office hours.

Some of the objectives of work life balance are:

o To maintain a healthy balanced life.

o To reduce the conflict between work and personal roles.
o To offer employees flexible working options.
o To manage multiple priorities in life.
o To increase organization loyalty.
o To improve time efficiency.

Work-life balance is an important aspect of a healthy work

environment. Maintaining work-life balance helps reduce stress
and helps prevent burnout in the workplace.

Benefits to an individual

By understanding the importance of maintaining a healthy work-

life balance, anyone will get motivated to take the necessary steps
for achieving this balance.

Benefits of work life balance initiative for individuals:

o More value and balance in daily life.

o Better physical and mental health.
o Improved relationships with family and friends.
 o Reduced stress.
o Increased focus, motivation and job satisfaction.
o Improves self- satisfaction.

Work-life balance is a term used for the idea that we need time for
both work and other aspects of life, whether those are family-
related or personal interests.

Benefits to an organization

Work-life balance is advantageous for the employees and

organization as well.

The benefits to the organization from work- life balance culture

include:

Employee time saved

Improved productivity and motivation

Reduce employee turnover

Increased employee retention

Reduce absenteeism and lateness

Employee loyalty and commitment

Enhanced organization image

(a) Employee time saved: Organizations can achieve higher
productivity from the employees and help the employees in
planning and utilizing their time more efficiently by setting
clear priorities.

(b) Improved productivity and motivation: Motivated employees

are more productive and provide best support in the
organization’s professional journey.

(c) Reduce employee turnover: Productivity levels can be more

easily sustained and improved if employee turnover is lower.

(d) Increased employee retention: Work life balance not only

increases the percentage ratio of employee retention but
equally contributes to cost saving due to an employee exit or
turnover.

(e) Reduce absenteeism and lateness: Work life balance programs,

if effectively implemented by an organization, can reduce the
absenteeism rate by almost 50%.

(f) Employee loyalty and commitment: A loyal employee is

happy to (continue to) work for the organisation, as he is
represented as a committed employee.

(g) Enhanced organization image: Work life balance can

strengthen the reputation and the image of an organization
by being recognized by the people as one of the best places to
work.
Maintaining a healthy work-life balance is not only important for
health and relationships, but it can also improve employee’s
productivity, and ultimately performance.

Reasons for poor work life balance

Trying to balance work and personal life is getting harder for many
workers, thereby results in poor work life balance.

Employees point to a variety of reasons for their poor work-life

balance, including:

o Increased responsibilities and family conflicts.

o More physical and mental health problems.
o Having salaries that have not increased much, but expenses
have.
o Increased responsibilities at work.
o Working longer hours.
o Productivity decreases and turnover increases.

Work-life balance is the state of equilibrium where a person

equally prioritizes the demands of one's career and the demands
of one's personal life.

Tips to achieve healthy work life balance

Work takes precedence over everything else in life. The desire to

succeed professionally can push to set aside ones’ own well-being.
The following points needs to be considered in order to achieve a
better and healthy work:

(a) Prioritise work tasks: It is important to determine the most

urgent tasks for the day and allocate sufficient time to
complete them.

(b) Structure time at work: Once the priorities have been

defined, it is good to structure the day around them. By
grouping similar tasks together, it can be more efficient in
completing all the daily jobs.

(c) Take breaks during the workday: It is a must to take some

personal time during the day for activities that are not
related to the job. During the lunch break, it is good to engage
with colleagues on a social level.

(d) Make use of annual holidays to recharge: If it is not possible

to make time for oneself during the day, consider going on
extended leave.

(e) Usage of technology to work smarter: Use technology to

work smarter and increase productivity. This provides several
options such as work from home and video conferencing.

Defining work-life balance involves looking at how working people

manage time spent at and outside of work. Time outside of work
may include managing relationships, family responsibilities, and
other outside interests and hobbies. The methods an individual
uses to juggle all their work and life demands constitute theirwork-life
balance.

UNIT SUMMARY

This last unit covers topics such as stress, stress management at

workplace, emotional intelligence/ emotional quotient and ways to
improve, managing emotions at workplace, and work life balance and.
Stress is common at workplace but it should not be ignored. Some simple
changes can help to cope with stress at workplace. An individual should
also exercise regularly to keep stress under control. Emotional intelligence
is what can be used when a person empathizes with the co-workers, have
deep conversations about the relationships with significant others, and
attempt to manage an unruly or distraught child. It allows an individual to
connect with others, understand oneself better, and live a more authentic,
healthy, and happy life. Emotions are part of the human condition. In the
workplace, when expectations are high and resources are low, emotional
outbursts might become the norm rather than the exception. Work-life
balance is an important aspect of a healthy work environment.
Maintaining work-life balance helps reduce stress and helps prevent
burnout inthe workplace.