14 soft skills your team - home - tcsc · 2017-03-03 · soft skills a combination of interpersonal...

14 Soft Skills Your Team

Needs to Succeed

©2006-2017 MANAGEtoWIN, Inc. All Worldwide Rights Reserved.

The terms “EQ” and “Soft Skills” Overlap

Comparison

Emotional Intelligence (“EQ” or “EI”)

“Being aware that emotions can drive our behavior and impact people (positively and

negatively), and learning how to manage those emotions – both our own and others –

especially when we are under pressure.”

- DANIEL GOLDMAN

Soft Skills

A combination of interpersonal people skills, social skills, communication skills, character

traits, attitudes, career attributes and emotional intelligence quotient (EQ) among others

that enable people to effectively navigate their environment, work well with others,

perform well, and achieve their goals with complementing hard skills.

- WIKIPEDIA

http://www.ihhp.com/meaning-of-emotional-intelligence

https://en.wikipedia.org/wiki/Soft_skills


From Salesforce.com

Factoid #1

https://www.salesforce.com/blog/2014/08/business-soft-skills.html


From Inc. Magazine

Factoid #2

44% of U.S. executiveslisted soft skills

as their top concern about job applicants…

… twice the level of the second highest category, technical skills.

AND

Employers are more concerned about weak soft skills

than low technical skills.

http://www.inc.com/joshua-spodek/why-44-percent-of-top-us-executives-dont-want-to-hire-you.html


From Salesforce.com

Factoid #3

https://www.salesforce.com/blog/2014/08/business-soft-skills.html


From Forbes Magazine

Factoid #4

97% of employers

believe soft skills are important to their current business success,

while over half said skills like communication and teamwork

were more important than academic results.

http://www.forbes.com/sites/dinamedland/2015/03/30/quantifying-the-value-of-soft-skills/#13eb482f1bae


Benefit #1 of Great Soft Skills

3 MAJOR Benefits of Great Soft Skills

14 Soft Skills

Your Team Needs to Succeed


Discipline to develop new habits is more important than quantity of content

1. Choose a topic / course, and trainer / facilitator

2. Trainer studies lesson(s); identifies related recent events to discuss

3. Limit training to 10-30 minutes including discussion of how to

apply what is taught based on related recent events

4. Agree as a group or individually what new habits to develop

5. Each person takes the online exam for the lesson(s) discussed

6. Group encourages one another daily to apply what was learned

7. Discuss progress at the start of the next training time (then repeat process)

Soft Skills Training Cycle


Have accountability to improve

Habits Are More Important Than Knowledge


Essential soft skill #1

Employees and Clients are loyal to your organization when they

trust your employees to make fair decisions in their best interests.

Key areas to teach:

What is good character

Differences between virtues, beliefs, and values

Ego management

Examples of good character

Exercises for character investigation

Character Counts



Sincere empathy is very important when interacting with clients

and team members.

Key areas to teach:

Sympathy vs. empathy

How to properly demonstrate empathy

Examples of professional empathy

Exercises to assess each person’s sincere empathy

Empathy



We want all of our employees to work together like owners, yet

many do not comprehend how to do this.

Key areas to teach:

Accountability and entitlement

Definition of an ownership culture

Ownership culture behaviors and values/motivators

The key components of an ownership culture

Ownership Culture



Everybody talks, but all of your employees could improve their

professional communication habits.

Key areas to teach:

How to be a great listener

How to respect their ears, body and basics of communication

The 10 steps of respect

The 10 attributes of great client support

How to speak in their way, not yours

Exercises to confirm verbal and written skills

Communications 101



Client and employee issues escalate when people do not

recognize and respond to concerns.

Key areas to teach:

Introduction to client concerns

How to identify behavioral concerns in conversations

How concerns motivate decisions

Concern perception strategies

8 perception tips

How to perceive others' preferences

Catching Concerns



Unnecessary drama drags down many organizations, yet its

impact can be limited if we train how to avoid or stop it.

Key areas to teach:

Explain workplace drama

How to avoid and resolve unnecessary drama

How to focus on problems, not people

Emotional flooding & reflective thinking

Challenge people's "concrete mindset"

The 5 steps of a Resolution Run

Workplace Drama



Good manners and professionalism are not common any more.

Stop assuming your people know how to behave. Train them.

Key areas to teach:

How to engage or exit conversations

Courtesy 101

Dining Etiquette 101

Reasonable dress code standards

How to remember names

How to socialize professionally with less risk

Business Etiquette



Behavioral research concludes the most effective people are those

who understand themselves, both their strengths and

weaknesses, so they can focus on what they do best.

Key areas to teach:

Explain the four dimensions of normal behavior in the workplace:

dominance, influence, steadiness and compliance

How to apply this information to improve

communication, individual/team results,

and client satisfaction.

Become a Behavioral Expert



In 1914 Eduard Spranger defined six primary categories of human

motivation and drive. Research since then has expanded the

understanding of these motivators into 12 Driving Forces.

Key areas to teach:

Explain how to focus yourself and others in work that is personally fulfilling

because it relates to each person’s individual Driving Forces

How to apply this information to increases fulfillment

on-the-job, productivity, and retention of top

performers

Be a Master Motivator



Everyone struggles to manage time. A small amount of discipline

and training can significantly improve time management habits.

Key areas to teach:

Multitasking – truth or lie?

Email timesavers

Dave’s 4 R’s of time management and focus

Time challenges based on behaviors and values

How to change behaviors to create time in any

schedule

Strategic Time Management



We waste time by having inefficient meetings, and not meeting at

all. Learn systems and tips to get more from your meeting time.

Key areas to teach:

“Meeting Master” tips

How to know your audience

7 conversation essentials to every meeting

The Systematic Power of a Meeting Master

Unique aspects of virtual meetings

Mastering Meetings



How you make people feel, not how much you know, is the

ultimate determining factor to whether Clients love a company.

Key areas to teach:

Definition of experience bookends

The importance of experience bookends

The way you start and end each communication

How to engage with different communication styles

Exercises to practice what is taught

Experience Bookends



Responding quickly and professionally to support requests

defines Client satisfaction, loyalty, and profitability.

Key areas to teach:

Typical Remote Service Standards

How to effectively communicate remotely

Ways to better consider Client perspectives

Tips on better habits to close tickets effectively

Examples of remote support for discussion

Managing Client Expectations – Remote Calls



This course explains the differences of onsite versus remote

service calls, while teaching the key aspects of great service.

Key areas to teach:

The nuances to consider when you are on site and/or face-to-face with

Client influencers and decision makers

This training is the better of the two for people who do a blend of on-site

and remote support.

Managing Client Expectations – Onsite Calls

Conclusion

Let’s wrap it up!


14 Essential Soft / EQ Skills Everybody Needs

What we discussed

1. Character Counts

2. Empathy

3. Ownership Culture

4. Communications 101

5. Catching Concerns

6. Workplace Drama

7. Business Etiquette

8. Become a Behavioral

Expert

9. Be a Master

Motivator

10. Strategic Time

Management

11. Mastering Meetings

12. Experience Bookends

13. Managing Client

Expectations –

Remote Calls

14. Managing Client

Expectations – Onsite

Calls

Questions? Contact us at [email protected]

3strands LEADERSHIP develops people’s soft skills.

Systematic Power + Meaningful Work + Sincere Gratitude

You can develop these habits.

Questions? Contact TCSC at (804) 794-3491

14 soft skills your team - home - tcsc · 2017-03-03 · soft skills a combination of interpersonal...

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