Soft Skills

Topics: Customer relationship management, Customer service, Customer Pages: 24 (8181 words) Published: May 27, 2013
Soft Skills is defined as the traits and skills that describe a person's relationships with other people. In Business, it’s considered as traits that improves an individual's interactions, job performance and career prospects. Soft skills are often what separate individual contributors from managers and business leaders. ( We will describe in details seven of these traits: Leadership, Self Management & Attitude, Communication, teamwork, Decision making & problem solving, Managing time & pressures and effective & excellent customer service. I.Leadership:

Leadership is the art of motivating a group of people to act towards achieving a common goal. Leaders establish direction by developing a vision of the future. The leader is the inspiration and director of the action. He or she is the person in the group that possesses the combination of personality and skills that makes others want to follow his or her direction. A-Components of Leadership:

We have 9 components of Leadership: Envisioning, Empowering, Energizing, Rewarding and Feedback, Team Building, outside orientation, Global mind-set, Tenacity, and Emotional Intelligence. 1.Envisioning: Articulating a compelling vision, mission, and strategy that incorporate a multicultural and diverse perspective and connect employees, shareholders, suppliers, and customers on a global scale. 2.Empowering: Empowering followers at all levels of the organization by delegating and sharing information. 3.Energizing: Energizing and motivating employees to achieve the organization's goals. 4. Rewarding and feedback: Setting up the appropriate reward structures and giving constructive feedback. 5.Team building: Creating team players and focusing on team effectiveness by instilling a cooperative atmosphere, promoting collaboration, and encouraging constructive conflict. 6. Outside orientation: Making employees aware of outside constituencies, such as customers, suppliers, shareholders, and other interest groups, including local communities affected by the organization. 7. Global mind-set: Inculcating a global mentality, instilling values that act as a glue between the regional or national cultures represented in the organization. 8. Tenacity: Encouraging tenacity and courage in employees by setting a personal example in taking reasonable risks. 9. Emotional Intelligence: Fostering trust in the organization by creating—primarily by setting an example—an emotionally intelligent workforce whose members are self-aware and treat others with respect and understanding. B-Pillars of Leadership:

Leaders must be willing to be:
Highly visible during crisis.
Take a stand- based on their vision and their values.
Fully engaged with the four focus areas of their being: physically, emotionally, mentally and spiritually. •Build deep pockets of social capital by designing a network based on diversity. •Overcome the growing tide of cynicism in the business world and define an upbeat style of leadership. •Push the edges of innovation.

Show their employees that they love and care for them.
Listen to the grapevine and then build a sense of community based on what he/she hears in the grapevine. •Devoted to continuous improvement.
Must have a plan.
C-Different Types of Leadership:
The subordinates has to do the job the way the leader tells them to do it. Coercer leaders give clear explanations to their subordinates by ordering them what to do and how to do it. They do not listen to them but only control the job in a very detailed manner. They motivate their subordinates by punishment. •Authoritarian:

Authoritarian leaders are firm but fair. They also give clear directions, but the difference is that they have no doubt about the final decisions taken. They consider their influence a part of the job, and focus on explaining the “why” of each transaction. •Affiliator:

In this leadership style the concern of the leaders is the people....

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