1. Soft Skills The Skills, Behaviors and Attitudes that help us succeed at work and in life Employment Certification Program Workshop 6 1 Copyright © 2014 by Memorial Assistance Ministries. All rights reserved.

2. Soft Skills Communication: Confidence! Oral Written Body Language Demeanor and Affect Working with Others The Boss Co-workers Clients/Customers Diversity and Dignity Active Listening Conflict Resolution Five Ways to Address Conflict Professionalism Work Ethic Integrity Teamwork Positive Attitude Be the Best Employee 2

3. What Are “Soft Skills?” “Soft skills" refers to the behaviors, skills, qualities, habits, attitudes and social graces that make us successful at work and in life. They are among the characteristics of a good employee and they help make us compatible to work with. Companies value soft skills. Research suggests, and experience shows, that they are just as important an indicator of job performance as hard skills. What are some examples of Soft Skills? 3

4. Fill in the Blanks… What does it say to your employer when you…? Don’t show up for work on time (or at all)? Frequently call in sick or do so within the first month or two? Stand in the boss’ doorway while she/he is on the telephone or talking with someone else? Don’t frequently check your mailbox (or email) at work? Arrive on time but spend 15 minutes making toast and getting coffee? Show up late for meetings? Have sidebar conversations during meetings? Answer your phone (cell or landline) while meeting with him/her? Take or make phone calls, check email, or text message during meetings? Tell off-color jokes or use inappropriate language at work? (What is “inappropriate”?) Gossip or talk badly about your co-workers? Mention that you stayed out partying until 4am and have a hangover? Treat someone with disrespect? (no matter the reason, disrespect is never ok) 4

5. Off to a Great Start With Your New Boss… Address respectfully (Sir and Ma’am until told otherwise) Be friendly and approachable – smile! Remember the difference between “friends” and “friendly” (maintain professional boundaries) Determine boss’ preferred communication method Clarify work-related expectations Think opportunities (not problems) Strive to give a “Baker’s Dozen”: over-deliver. 5

6. Working with your Co-Workers… Smile and introduce yourself “Tell me what brought you to XYZ company?” Learn about the Corporate Culture (What’s the dress code? How do people interact?) Listen, observe and show that you want to learn from their experiences and knowledge Give others the benefit of the doubt – TAKE THE HIGH ROAD! Be willing to help others out – even if it’s “not your job” Show appreciation for your co-workers’ efforts 6

7. Working with Clients and Customers Clients and customers expect to be treated fairly and with respect. Be prepared to exceed their expectations! Is“the customer is always right”? Not always, but every customer should leave feeling satisfied that they were treated fairly and with respect. It’s the give and take that is important. Start from the standpoint of, “What can I do to make you happy?” When a customer insists on more: If reasonable, make accommodations to do things the customer wants, but be sure to learn your company’s limits when accommodating a customer, otherwise, take it to your supervisor. Who are your clients/customers? Just about everyone! “Paying Clients” / customers Vendors Your boss Your colleagues Employees from other departments (or companies) who rely on you 7

8. Preserve the Dignity of Others “It’s not so much the journey that’s important; as it is the way we treat those we encounter and those around us, along the way.” Jeremy Aldana True professionals understand that every person, no matter their role in a company, has a hand in their success, comfort, and happiness on the job. It is important to show appreciation and respect and do things that protect the dignity of others. Don’t judge people for their position or abilities. Recognize each person’s inherent worth as a human being. “Public Praise and Private Criticism” 8

9. Active Listening Active listening is a way of listening and responding to another person that focuses the attention on the speaker and it improves mutual understanding. It communicates respect and appreciation. Misunderstandings and conflict can often be minimized or avoided by using active listening techniques. 9 Can you remember a time when you felt completely heard (without judgment) by another person?

10. Active Listening Techniques Give your complete attention to the person speaking Face the speaker and maintain eye contact Focus on what the speaker is saying and use “cues” that indicate so. Avoid interrupting Avoid giving advice unless requested When speaker is finished, check with him/her to see if you really understood them Respond calmly and without judgment 10 QUESTION: What is the purpose of active listening? How can it help in the workplace? How can it help at home or with friends?

11. Five Ways to Address Conflict Accommodation - “Killing them with kindness." Strategy of choice when the relationship is the most important element. Avoidance - Flight part of "fight or flight." Ignoring or postponing conflict. Useful as a temporary measure but never resolves the problem. Sometimes it is best to just cut your losses. Collaboration - Working together to achieve a "win/win.” Requires all parties to be willing to do this. Trust and open communication. Time and work intensive to achieve. Compromise - Quick dispute settlement process in which all sides agree to accept less than they originally wanted. Requires each side to give up things that are important. Less than optimal but good backup strategy. Competition - Fight part of "fight or flight." Trying to do better than others or at others' expense. When the stakes are high for the organization, conflict may be the preferred manner to bring opposing views into contrast so that senior management can make an informed decision. 11

12. Professionalism Positive attitude Proper attire & hygiene Punctuality (don’t arrive late or leave early!) Etiquette/Manners Awareness of and conformance with “corporate culture” Follow the company rules Avoid gossip / treat everyone fairly and with respect Behave ethically Appropriate boundaries Own up to mistakes Ask for help when needed and show appreciation when it’s given A strong work ethic 12

13. A Strong Work Ethic Work hard – FOCUS – stay on task Work smart – be organized and avoid distractions Finish what you start and do so on time Demonstrate a sense of pride in your work Arrive early; leave a little late (don’t be a “clock watcher!”) Be the “go to” person, make yourself “indespensable” Ask how you can help others Never say “it’s not my job” Volunteer for special projects or assignments Be the “go to” person that everyone can rely on 13

14. Maintaining a Positive Attitude in the Workplace Smile and be approachable Use your strengths Turn problems into opportunities – Take the High Road! Adopt a “No Complaining” policy Strive for a “Win/Win” result Focus on the good in others Celebrate accomplishments, large and small (yours and others’) Focus on what you enjoy/improve on what you don’t Take care of yourself Recognize and accept the things you cannot change, change the things you can and move on At day’s end, leave work at work! 14

15. Be the Best Employee You Can Be Be interested in the mission and performance of the organization Be willing to “go the extra mile” Be an expert in an area (the “go to” person) Be an employee that others want to work with Prepare for your next promotion or opportunity Continue to network! The Best is Yet to Come! 15