Soft Skills Definition
Soft skills definition can be described as communication or interpersonal skills. By the time you leave high school, you should have adequate soft skills. Being able to interact well with others, both verbally and in written form, is a very important skill needed in the workplace.
This is not always the case, however. As such it is important for us to continually improve our soft skills, even when we feel that we already know the basics. We improve them by attending classes that focus primarily on this.
In my experience, classes specifically focusing on improving communication skills typically do not last long. For example, these courses may last two days or less than a week.
Specific Roles Involving Communication Skills
(1) Internal Customer Service – This is the way in which we interact with all staff members where we work. This includes staff at all levels, both verbally and in written form.
(2) General Customer Service – This is where we deal with customers face to face, over the telephone, and on the internet.
(3) Public Speaking – This is where we take an active role in presenting information. This may be during company meetings and while training staff internally. We may be responsible for giving information at external public speaking events such as conferences, and graduations.
(4) Personal Services – This is where a worker’s job require them to be physically closer to their customer for a period of time. Being employed in personal services require one to continually ensure, that the customer is treated with respect.
Internal Customer Service Skills
In a work environment, soft skills are necessary. Therefore it is crucial to be able to communicate with staff, verbally and in written form effectively.
Types of verbal communication skills include greeting staff members when arriving at work. Listening to instructions respectfully given by our supervisor, and asking questions to clarify any concerns we may have.
Interacting effectively at specific staff events such as parties, award ceremonies, and staff appreciation days is important. Participating in sporting events and volunteering is also important in ensuring that the company staff remains cohesive.
When staff members learn to get along with each other, this increases productivity and profitability.
Types of written communication skills within a business include emails, letters, memos, reports, proposal, evaluations, and announcements.
In each type of written communication, there is a general format that should be followed. This is to ensure that the message was written is effective.
General Customer Service Skills
In Person/Face To Face
(1) Being courteous and friendly to customers.
(2) Answering questions asked by customers.
(3) Handling problems that a customer has effectively.
(4) Having the ability to deal with different customer personality types
(5) Helping customers make the right decision
(6) Being fair to customers such as replacing an item that is defective.
(7) Keeping clients and their information safe and secure.
On The Telephone
(1) Answering the telephone quickly.
(2) Introducing yourself and the company you work for to callers.
(3) Being courteous on the phone and speaking in a pleasant tone.
(4) Listening carefully to the call and ensuring that the caller is satisfied with the response.
(5) Speaking openly to make customers understand what you are saying.
(6) Having general knowledge of the company you work for.
(7) Taking messages effectively for staff members over the phone.
(8) Connecting callers with different company departments quickly, ensuring that the customer connects to a suitable employee.
On the Internet/Online
(1) Greeting and introducing yourself to your customers online.
(2) Being courteous by using words that do not offend the customer.
(3) Having the ability to find accurate customer information quickly.
(4) Being able to answer general customer questions.
(5) The ability to handle problems faced by customers online and offline.
(6) Typing in small sentences, this to help the client fully understand what you are saying.
(7) Asking the right questions to help the customers.
(8) Being patient with customers online.
(1) Presenters must look and dress appropriately.
(2) The speaker should be able to speak clearly and fluently.
(3) Presenters must be interesting and pleasant.
(4) Information presented must be accurate, complete, and easy to understand.
(5) Speakers must be able to use various strategies. This is to ensure the audience benefits as much as possible from the information you are providing.
(6) Presenters should be comfortable speaking to small, medium, or large audiences.
(7) Speakers should be able to manage their time wisely and stick to the period required.
(8) Presenters must be prepared to answer questions about the information they present, including to the press.
(9) Presenters must be able to interact with the audience comfortably.
Direct Personal Services
(1) Introducing yourself and greeting your customer is very important.
(2) The ability to listen and follow instructions well is important.
(3) Having a good attitude is important in making your customer feel comfortable.
(4) Be flexible; there may be times when the routine is interrupted.
(5) Explain what you are doing so customers can better understand your role.
(6) Ensure to have all the tools necessary to do your job effectively.
(7) Be fair to your customers, if they complain ensure to rectify the situation as best as possible.
(8) Treat each client as an individual. Customers have different types of personalities, likes and dislikes, so be willing to adjust to meet your customer’s needs and wants.
(9) If you have any problems while working, contact your supervisor and explain the challenges you are having.
Soft Skills Managers Say College Students Do Not Have At Work
In a news article entitled ‘These Are The Skills Bosses Say New College Grads Do Not Have’, managers reveal soft skills that college graduates lack based on their experience. Below is a depiction of this information.
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