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1. SOFT SKILLS
An Exclusive Presentation by HR Department
Kochhar Glass (INDIA) Pvt. Ltd.
Govindpura, Bhopal

2. What is Soft Skill ?
Soft skills are personal attributes that
enhance an individual's interactions, job
performance and career prospects.
Soft skills relate to a person's ability to
interact effectively with co-workers and
customers and are broadly applicable
both in and outside the workplace.
A person's soft skill is an important part
of their individual contribution to the
success of an organization.
Particularly those organizations dealing
with customers face-to-face are generally
more successful.

3. What are the Soft Skills ?
There are about 60 soft skills pointed out by the
Sociologist–
But, in our day-to-day working life some of them
are most important, viz-
1.Basic interpersonal communicative skills
2.Team Spirit
3.Leadership Skills
4.Problem Solving
5.Negotiation Skills
6.Behavioral traits such as attitude,
motivation and time management
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4. What is Problem Solving ?
Problem solving 
is a mental process which
includes
 
problem finding 
and 
problem
shaping.
 
Now what is a problem….??
A
 
problem 
is an obstacle, impediment, difficulty
or challenge, or any situation that invites
resolution; the resolution of which is
recognized as a solution or contribution
toward a known purpose or goal.
A problem implies a desired outcome coupled
with an apparent deficiency, doubt or
inconsistency that prevents the outcome from
taking place.
Problem solving has been defined as a higher-
order
 cognitive process that requires the
modulation and control of more routine or
fundamental skills.
Problem solving is a creative process, contains
six steps –

5. Steps of Problem Solving
.
Step-1
Step-2
Step-6
Step-4
Step-5
Step-3
Analyze the Problem
Identify and Select the
Problem
Generate Potential &
Solutions
Select & Plan the
Solution
Implement the Solution
Evaluate the Solution

6. Another Problem Solving Method
There are some another Problem Solving Techniques you can apply –
Abstraction -- solving the problem in a model of the system before applying it to the real
system
Analogy -- using a solution that solved an analogous problem
Brainstorming -- (especially among groups of people) suggesting a large number of
solutions or ideas and combining and developing them until an optimum is found
Divide and conquer -- breaking down a large, complex problem into smaller, solvable
problems
Hypothesis testing -- assuming a possible explanation to the problem and trying to prove
(or, in some contexts, disprove) the assumption
Lateral thinking -- approaching solutions indirectly and creatively
Means-ends analysis -- choosing an action at each step to move closer to the goal
Method of focal objects -- synthesizing seemingly non-matching characteristics of
different objects into something new
Morphological analysis -- assessing the output and interactions of an entire system
Reduction -- transforming the problem into another problem for which solutions exist
Research -- employing existing ideas or adapting existing solutions to similar problems
Root cause analysis -- eliminating the cause of the problem
Trial-and-error -- testing possible solutions until the right one is found
Proof -- try to prove that the problem cannot be solved. The point where the proof fails will
be the starting point for solving it

7. What is Team Spirit ?
Team spirit is the feeling of pride and
loyalty that exists among the
members of a team and that
makes them want their team to do
well or to be the best.
  
First there should be a team and then
a spirit which is team spirit. All for
one and one for all is the meaning
of team spirit. There is no
individual ego in team spirit.
Success or defeat is applied to one
and all of the team. The captain
and the 12th man are one and the
same. But very difficult to find.
TEAM
SPIRIT

8. How can you grow Team Spirit ?
There are 10 tips by which you can grow your Team Spirit..They are –
1. Clearly State That You Expect Everyone to Work Together in a Way That
Benefits the Organization.
As obvious as it may sound, When your subordinates know that you want them to work
together as a team, they will make an effort to do so. In many cases, this can help diffuse
tension, as well as help focus each person on keeping a positive outlook.
2. Explain Organizational Goals on a Routine Basis. When a person does not
understand
Why they have to perform a specific task, it can create any number of insecurities. For
example, if a person is assigned a task, they may feel that it is a prelude to being
demoted/boring or let go. On the other hand, when you take the time to explain how the job
advances the organization and the team, you will get higher levels of co-operation.
3. Choose Individuals for Jobs Based on Ability.
There is nothing worse than assigning individuals a job that they will not excel in. While they
are struggling to do what has been assigned, they will secretly be thinking they be doing
much better with a different task.
4. Build Morale When You Match Skills to Tasks.
When your team mates are able to excel in their position, you will have more
opportunities to congratulate them for a job well done. Do not miss this opportunity to
help build good sentiment with your team members. This, in turn, may also inspire
them to react in a more positive manner when unexpected challenges come up.

9. How can you grow your Team Spirit ?
5. Offer Examples of Maintaining a Positive Outlook.
Regardless of how often your team encounters a specific task, problems may come up. It
will not be of much help when anger or blaming behaviors develop. To avoid these
problems, you can act as an example by not blaming staff members when problems
happen. In many cases, if you find a way to roll forward with a smile, your team will be
more than happy to follow you.
6. Reward Team Behavior Over Personal Focus.
Something a simple as a bonus for the entire team can inspire each person to do just a bit
better. If one member of the team wants to take a longer lunch break, they will be
reminded that the team will also suffer for these decisions. On the other hand, putting
the team first will help everyone get a reward.
7. Encourage Each Person to Do Better.
If someone is not doing well, you need to take the time to retrain them or help them
overcome their obstacles. These situations should be viewed as an opportunity to
grow, as opposed to points where you assign blame.
8. Let Team Members Solve Problems Together.
If a problem develops, there is always an instinct to jump and try to give orders. This will
not give your team a chance to work together in a harmonious way. Take a step back
and allow each member to be part of the solution.

10. 9. Allow Team Members Shine in the Role of
Service.
There is nothing worse than a manager that takes
all of the praise for a job well done. If your
junior/supervisor makes note that your team is
performing well, let him/her know that it was a
team effort. Do not be afraid to ask for a bonus
or incentive to encourage continued progress in
beneficial directions. When your subordinates
hear that you negotiated this kind of
arrangement, they will know they are
appreciated in a team capacity.
10. When Subordinates Recommend
Procedure Changes, Take it Into
Consideration.
There will always be times when your policies
do not help subordinates deal with real time
situations. As a result, you may need to
make changes based on the reports you
receive. As long as the recommendations
serve the overall goals of the company, you
should make changes to your policies as
needed.
How can you grow your Team Spirit ?

11. What is Communication ?
Communication 
is the activity of
conveying
 information.
It is a process of
exchanging information, ideas, thoughts,
feelings and emotions through speech,
signals, writing, or behavior.
Communication has been derived from the
Latin word "communis", meaning to share.
Communication requires a sender,
a
 message and an intended recipient,
There are two types of communication—
1.Verbal Communication
2.Non-Verbal Communication

12. Verbal Communication
1.Verbal Communication – Verbal communication refers to the form of
communication in which message is transmitted verbally; communication is done by word of
mouth and a piece of writing. 
When we talk to others, we assume that others understand what we are saying because we
know what we are saying. But this is not the case. usually people bring their own attitude,
perception, emotions and thoughts about the topic and hence creates barrier in delivering the
right meaning.
So in order to deliver the right message, you must put yourself on the other side of the table and
think from your receiver’s point of view. Would he understand the message? how it would sound
on the other side of the table?
Verbal Communication is two types :
Oral Communication -- In oral communication, Spoken words are used. It includes face-to-face
conversations, speech, telephonic conversation, video, radio, television, voice over internet.
In
 
oral communication, communication is influence by pitch, volume, speed and clarity of
speaking.
Written Communication -- In written communication, written signs or symbols are used to
communicate. In written communication message can be transmitted via email, letter, report,
memo etc. Message, in written communication, is influenced by the vocabulary & grammar used,
writing style, precision and clarity of the language used.

13. Non-Verbal Communication
Nonverbal communication is the sending or
receiving of wordless messages. We can
say that communication other than oral and
written, such as
 
gesture,
 
body language,
posture,
 
tone of voice 
or 
facial
expressions, is called nonverbal
communication. Nonverbal
communication is all about the body
language of speaker.
Nonverbal communication have the following
three elements:
Appearance
Speaker: clothing, hairstyle, neatness, use
of cosmetics
Surrounding: room size, lighting,
decorations, furnishings
Body Language
facial expressions, gestures, postures
Sounds
Voice Tone, Volume, Speech rate

14. Behavioral Traits
Behavior can be defined as the way in which an individual behaves or acts. It is
the way an individual conducts herself/himself.
Behavior should be viewed in reference to phenomenon, an object or person. It
can be seen in reference to society norms, or the way in which one treats
others or handles objects.
Behavior, therefore, is the way an individual acts towards people, society or
objects. It can be either bad or good. It can be normal or abnormal according
to society norms.

15. Ideal Behavior in Workplace
1. Achievement orientedYou constantly strive to accomplish
goals and objectives.
2. Adaptable/Flexible You can easily adjust to new routines,
systems, situations, procedures and
people.
3. Ambitious You are dedicated to climbing the
corporate ladder.
4. Analytical You use facts, data and logic when
making decisions.
Here we will discuss some behavioral traits which is very important in our day-to-
day professional life.
5. Calm You are able to maintain composure
during stressful times or in emergency
situations.
6. Conventional thinkerYou usually follow traditional, standard
methods of behavior and beliefs.
7. Co-operative You are willing to work with and help
others whenever possible or necessary.
8. Delegate minded You are willing and capable of assigning
work tasks to subordinates.
9. Dependable You can always be counted on to get the
work done.

16. 10. Disciplined :You should always be disciplined in your workplace.
11. Detailed oriented :You can easily spot minute details in written materials,
pictures, graphics, etc.
12. Diplomatic :You are skilled at dealing with sensitive matters without
offending others.
13. Direct :You are capable of dealing honestly and openly with
others, regardless of the subject or matter.
14. Extrovert :You are outgoing, sociable and prefer to work
with people.
15. Fast paced/high energy :You prefer to work quickly and at a high level of energy.
16. Innovative :You are skilled at creating new products, services
or ways of doing things.
17. Intuitive :You have a strong internal sense of what's right without
relying on facts or data.
18. Leader :You are willing and capable of taking charge and leading
others.
19.Moralistic :You prefer to follow conventional, traditional beliefs that are
accepted by most people.
20. People oriented :You are sensitive and responsive to the needs of others.
21. Persuasive :You can easily persuade other people to agree with your line
of thinking.
22. Open minded :You are willing to consider ideas, beliefs and practices
different from your own.
Ideal Behavior in Workplace

17. Good & Bad Behavior
23. Risk taker :You are willing to take chances even when the odds are
against you.
24. Stress tolerant:You are capable of handling stressful situations without it
affecting you negatively.
Now, we will discuss some common bad behaviors generally noticed among the
senior personalities, which are very common, most of cases uncontrollable, and for
which create an ineffable situation…just like that --
The bad behaviors are –
1.Vague Priorities
2.Explosive Temper
3.Absurd Expectations
4.Avoid Difficult Decision
5.Ignore Responsibility

18. What is Negotiation ?
Negotiation 
is a dialogue between two or more people or
parties, intended to reach an understanding, resolve
point of difference, or gain advantage in outcome of
dialogue, to produce an agreement upon courses of
action, to bargain for individual or
 collective advantage, to
craft outcomes to satisfy various interests of two
people/parties involved in negotiation process.
Negotiation is a process where each party involved in
negotiating tries to gain an advantage for themselves by
the end of the process. Negotiation is intended to aim
at
 compromise.
 Negotiation is a problem-solving process in which two or
more people voluntarily discuss their differences and
attempt to reach a joint decision on their common
concerns. Negotiation requires participants to identify
issues about which they differ, educate each other about
their needs and interests, generate possible settlement
options and bargain over the terms of the final
agreement. Successful negotiations generally result in
some kind of exchange or promise being made by the
negotiators to each other.
Negotiation is the principal way that people redefine an
old relationship that is not working to their satisfaction or
establish a new relationship where none existed before.
Because negotiation is such a common problem-solving
process, it is in everyone's interest to become familiar
with negotiating dynamics and skills.
 

19. Conditions of Negotiation
A variety of conditions can affect the
success or failure of negotiations. The
following conditions make success in
negotiations more likely.
Identifiable parties who are willing to
participate
Interdependence
Readiness to negotiate.
Means of influence or leverage
Agreement on some issues and interests
Will to settle.
Unpredictability of outcome
A sense of urgency and deadlines
No major psychological barriers to settlement
Issues must be negotiable.
External factors favorable to settlement.

20. Steps of Negotiation
Prepare: Know what you want. Understand
them.
Open: Put your case. Hear theirs.
 Let the
other side know what you want and let
them tell you what they want.
Argue: Support your case. Expose theirs.
Back-up your case with evidence and
uncover defects in their argument.
Explore: Seek understanding and
possibility. Search for common ground and
agreeable outcomes.
Signal: Indicate your readiness to work
together. Show that you are ready to reach
an agreement.
Package: Assemble potential trades. Put
together different acceptable options for
both parties.
Close: Reach final agreement. Come to an
agreement and finalize the negotiation.
Sustain: Make sure what is agreed
happens.Ensure that their side, and yours,
follows through with the negotiated
agreement.
 

21. Some Tips for Good Negotiation
The ability to negotiate successfully in today's turbulent business climate can make
the difference between success and failure. So, every successful negotiation go
through some steps –

 Don't be afraid to ask for what you want –
Successful negotiators are assertive and challenge everything – they know that everything is
negotiable. Being assertive means asking for what you want and refusing to take NO for an
answer. Practice expressing your feelings without anxiety or anger. Let people know what
you want in a non-threatening way. Practice 'I' statements. For example, instead of saying,
"You shouldn't do that," try substituting, "I don't feel comfortable when you do that.“
Be assertive, don’t be aggressive.
Shut up and listen --
Many conflicts can be resolved easily if we learn how to listen. The catch is that listening is
the forgotten art. We are so busy making sure that people hear what we have to say that we
forget to listen.
You can become an effective listener by allowing the other person to do most of the talking.
Follow the
 
70/30 Rule 
– listen 70 percent of the time, and talk only 30 percent of the time.
Encourage the other negotiator to talk by asking lots of
 
open-ended questions 
– questions
that can't be answered with a simple "yes" or "no."

22.  Do your homework:
Doing your homework is vital to successful negotiation. You can't make accurate
decisions without understanding the other side's situation. The more information you
have about the people with whom you are negotiating, the stronger you will be.
People who consistently leave money on the table probably fail to do their homework.
Always be willing to walk away.
Never negotiate without options. If you depend too much on the positive outcome of a
negotiation, you lose your ability to say NO. When you say to yourself, "I will walk if I
can't conclude a deal that is satisfactory," the other side can tell that you mean
business. Your resolve will force them to make concessions. We are not advising you
to walk away, but if you don't even consider the option of walking away, you may be
inclined to cave in to the other side's demands simply to make a deal. If you are not
desperate - if you recognize that you have other options - the other negotiator will
sense your inner strength.
Don't be in a hurry.
Being patient is very difficult. Whoever is more flexible about time has the advantage.
Your patience can be devastating to the other negotiator if they are in a hurry
because they start to believe that you are not under pressure to conclude the deal.
So what do they do? They offer concessions as a means of providing you with an
incentive to say YES.
Some Tips for Good Negotiation

23. Aim high and expect the best outcome.
Successful negotiators are optimists. If you expect more, you'll get more. A proven
strategy for achieving higher results is opening with an extreme position. People
who aim higher do better. Your optimism will become a self-fulfilling prophecy.
Conversely, if you have low expectations, you will probably wind up with a less
satisfying outcome
Focus on the other side's pressure, not yours.
 
We have a tendency to focus on our own pressure, on the reasons
 
why we need to
make a deal. If you fall into this trap, you are working against yourself. The other
side will appear more powerful. When you focus on your own limitations, you miss
the big picture. Instead, successful negotiators ask, "What is the pressure on the
other side in this negotiation?" You will feel more powerful when you recognize the
reasons for the other side to give in. Your negotiation power derives in part from the
pressures on the other person. It's your job to be a detective and root these out. If
you discover that they are under pressure, which they surely are, look for ways to
exploit that pressure in order to achieve a better result for yourself
Show the other person how their needs will be met.
Successful negotiators always look at the situation from the other side's
perspective. Everyone looks at the world differently, If you help the other side
to feel satisfied, they will be more inclined to help you satisfy your needs. That
does not mean you should give in to all their positions. Satisfaction means that
their basic interests have been fulfilled, not that their demands have been met.
Don't confuse basic interests with positions/demands: Their position/demand
is what they say they want; their basic interest is what they really need to get.
Some Tips for Good Negotiation

24. Don't give anything away without getting something in return.
Unilateral concessions are self-defeating. Whenever you give something away, get something
in return. Always tie a string: "I'll do this if you do that." Otherwise you are inviting the other
negotiator to ask you for additional concessions. When you give something away without
requiring them to reciprocate, they will feel entitled to your concession, and won't be
satisfied until you give up even more. But if they have to earn your concession, they will
derive a greater sense of satisfaction than if they got it for nothing.
Don't take the issues or the other person's behavior personally
Successful negotiators focus on solving the problem, which is: How can we conclude an
agreement that respects the needs of both parties? Obsessing over the other negotiator's
personality, or over issues that are not directly pertinent to making a deal, can sabotage a
negotiation. If someone is rude or difficult to deal with, try to understand their behavior and
don't take it personally.
Some Tips for Good Negotiation

25. Grow your own soft skill

26. Thank You