Business Skills That Will Explode Your Career:

Sinking or Swimming with Soft Skills

Donna Kobzaruk

Bonnie Michelman, CPP

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DISCUSSION POINTS

Importance of Soft Skills-

➢ Leadership

➢ Communication

➢ Teamwork

➢ Problem Solving/Analytical Thinking

➢ Conflict Resolution

➢ Internal Core Characteristics

WHAT ARE HARD/SOFT SKILLS?

Hard skills-• Are job specific

• Can be taught

• Are measurable

• What you know

Soft skills-• Are also known as people skills, interpersonal skills, social skills

• Can be transferred among jobs

• Are difficult to measure

• Emotional and Social Intelligence

• HOW you act

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HARD SKILLS

Examples include:

• Project management

• Technical proficiency

• Computer knowledge

• Financial Reporting and Analysis

• Strategic Planning

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WHY ARE SOFT SKILLS IMPORTANT?

Soft skills are valued skills for both hiring new candidates and promoting

existing employees.

We’re in a fast-paced environment, so there’s a strong need for

flexibility, leadership and independent thinkers.

Soft skills help facilitate human connections.

Who wants to work with negative thinkers or difficult people?

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EMOTIONAL INTELLIGENCE & SOFT

SKILLSEmotional intelligence is your ability to recognize and understand emotions in yourself

and others, and your ability to use this awareness to manage your behavior and

relationships.

Travis Bradberry, Author

Emotional Intelligence 2.0

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SOFT SKILLS

Leadership

Take charge/set the tone/chart the course

Communication

Good listener, good writer, articulate, empathetic

Teamwork

Cooperative, volunteer, collaborate and share success

Problem Solving/Analytical Thinking

Fix the problem, don’t fix to blame

Conflict Resolution

Don’t blow a gasket!

Internal Core Characteristics

Strong work ethic, confidence, positive attitude

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LEADERSHIP

LEADERSHIP

What makes a good leader?

Why don’t people lead?

• Fear

• Jonah complex

• Embarrassment

• No support

• No confidence

• Not asked

• Experience

Benefits of leadership

Risks??

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DIFFERENTIATORS OF EXTRAORDINARY LEADERS

• Time for reflection

• Leveraging strengths

• Not allowing technology to let us “sag”

• Resilience and learning from experience

• Lead through stories you tell and lives you lead

• Average leaders place blame…exceptional leaders take blame

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FIVE KEY AREAS OF LEADERSHIP

• Leaders set the emotional tone

• Know what you want to do and where you want to go

• Keep showing up and be ready to play

• Take risks/accept consequences

• Be flexible

• Effectively integrate personal and professional lives

• Communication/communication/communication

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ADVICE: FOCUS ON JOINT CONTRIBUTION

Intentions are invisible…

• We infer intentions from people’s actions and impact on us as things deteriorate, we assume the worst

Shift from “Whose fault is this?” to

• “How did each contribute?”

• “How can we each improve going forward?”

In your thinking, ask yourself:

• “What did they contribute?”

• “What did I contribute?”

• “Are we stuck in a cycle?”

In the conversation, say to them:

• “Here’s how I contributed?”

• Ask: “How can we each change our contributions and improve?”

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LEADERSHIP DERAILERS

• Eccentric

• Volatile

• Approval dependent

• Imperceptive

• Risk-averse

• Defensive

• Self-promoting

• Impulsive

• Arrogant

• Micro-manager

• Concrete

• Flat style/personality

Styles, tendencies or behaviors –

that can work against the ability to be successful:

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HOW TO BE INCLUSIVE

• Acknowledge and respect differences

• In communication, seek to understand and to be understood

• Don’t jump to conclusions

• Communicate openly, clearly, and directly

• Ask open ended questions

• Greet each other authentically

• Address misunderstandings and resolve disagreements quickly

• Seek to understand the demographics of the community you serve

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LEADERSHIP

Leadership is the ability to influence others, with or without authority.

Leadership is a direct function of three elements of interpersonal effectiveness

• Awareness

• Ability

• Commitment

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LIFE LESSONS FOR LEADERS

• “The conductor who wants to lead the orchestra, must turn his or her back on the crowd”

• “To lead people, walk behind them”

• “A leader is a person with a magnet in their heart and a compass in their head”

• “A big man or woman is one who makes us feel bigger when we are with them”

• “To manage things, you lead people”

• “A great leader is a person who can step on your shoes without messing up your shine”

• “The moment you stop learning, you stop leading”

• “A leader takes a follower to a place he or she would not choose to go to on their own”

1. Circle Your Favorite Leadership Saying.

2. Why Did You Choose that Particular Saying?

Sayings taken from Leadership 101-John Maxwell

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CREDIBILITY FACTOR

Four Characteristics of Credible Leaders

1. Honest

• Principled

• Ethical

• Consistent

2. Competent

• Proven track record

• Confidence breeds confidence

• Possesses organizational skills

3. Inspirational

• Generates energy through contagious enthusiasm

• Created excitement and mission/vision

• Communicated dreams

4. Visionary

• Develops a plan

• Provides sense of direction that permeates group

• Recognizes that while the “Big Picture” is important; “How To Get There” is more important

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Six Ways to Build CredibilityCredibility is very hard to achieve. It is built slowly, but is lost quickly.

Clarify Values Communicate your values and modus operandi

Know Constituent's Wants and Needs Feedback is important so you can respond

Shows confidence, commitment and support

Build Consensus Encourage involvement in decisions/plans

Show you trust others, value their opinions

Enables sharing of values, etc.

Enthusiastically Communicate Shared Values Develops enthusiasm, passion and energy

Shows conviction about group’s ideals/plans

Stand For What You Believe Deliver the goods. Say what you will do and do it.

Take stand, be confident and passionate. If you don’t

creates stress, indecision & conflict

Lead By Example Teach others to lead, improve themselves, etc.

Be a role-model for behavior you want from all

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THE FOUR AREAS OF EMOTIONAL INTELLIGENCELEADERSHIP COMPETENCIES

#1 Self-Awareness

• Emotional self-awareness

• Accurate self-assessment

• Self-confidence

#2 Self-Management

• Self-control

• Transparency

• Adaptability

• Achievement

• Initiative

• Optimism

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THE FOUR AREAS OF EMOTIONAL INTELLIGENCELEADERSHIP COMPETENCIES

#3 Social Awareness

• Empathy

• Organizational awareness

• Service

#4 Social Skills Relationship Management

• Inspiration

• Influence

• Developing others

• Conflict management

• Teamwork and collaboration

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MARKS OF A MENTOR

• Seems to have what you personally need to grow

• Cultivates relationships

• Is willing to take a chance on you

• Is respected by others of great integrity and character

• Has a network of resources that will help you develop

• Is consulted by others

• Both talks and listens

• Is consistent in his or her lifestyle

• Is able to diagnose your needs

• Is concerned with your interests

What are the benefits of mentorship?Characteristics of great mentors

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LEADING CHANGE BY CHANGING HOW YOU LEAD

• Move from transactional leader → transformational leader

• Ensure there is purposeful fun at work

• No whiners, losers, jerks

• Be teachers: demonstrate commitment to growing and training employees

• Have robust reward and recognition programs

• Measure employee engagement, create action plans and communicate results

• Do employees feel they are here for a purpose beyond just their job?

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HOW TO DEVELOP/STRENGTHEN LEADERSHIP SKILLS-

• Have a clear vision

• Know and utilize your strengths

• Serve as a role model

• Maintain a positive attitude

• Improve communication skills

• Motivate others to greatness

• Continue to educate and improve yourself

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What leadership legacy are you leaving?

Do not your let good

“get in the way of your great”

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COMMUNICATION

COMMUNICATION

“The sharing of thoughts, feelings, and ideas”

• Verbal communication

• Nonverbal communication

• Listening

• Written communication

• Emails

• Presentations

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EFFECTIVE COMMUNICATION

• First impression is the last impression

• Communication is considered one of the most important skills for leadership

• 99% OF ALL PROBLEMS RESULT BECAUSE OF A BREAKDOWN IN COMMUNICATION

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COMMUNICATION METHODS AND HOW

EFFECTIVE THEY ARE:

In-person discussions, Video conferencing Very effective

Conversations over the phone Effective

Emails, written letters and memos Somewhat effective

When to use written vs. in-person communications

Written: conveying facts, requiring a permanent record

In-person: conveying emotion, needing persuasion

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TONE IS IMPORTANT WITH VERBAL

COMMUNICATION….

Placement on the emphasis What it means

I did not tell John you were late. Someone else told John you were late.

I did not tell John you were late. This did not happen.

I did not tell John you were late. I may have implied it.

I did not tell John you were late. But maybe I told Bob and Cheryl.

I did not tell John you were late. I was talking about someone else.

I did not tell John you were late. I told him you were still late.

I did not tell John you were late. I told him you were attending a meeting.

Source: ideas in Kiely, M. (Oct., 1993). When ‘no’ means ‘yes’. Marketing, 7-9

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SUPPORTIVE VERBAL COMMUNICATION SKILLS

• Paralanguage (volume, tone, rate of speech)

• Introduce yourself

• Avoid using “you”

• Ask them to repeat

• Ask open ended questions

• Clarify implied statements and key words

• Isolate the problem from the organization

• Re-direct anger to the past

• Use their name

• Use “we”

• Get them to walk with you

• Avoid prejudice statements

• Substitution technique

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NON VERBAL COMMUNICATION INCLUDES

• Eye contact

• Facial expressions

• Posture

• Space

• Body language

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LISTENING WHY DON’T PEOPLE LISTEN?

5 Levels of Listening

1. Ignoring another person

2. Pretending to listen

3. Selective listening

4. Attentive listening

5. Empathic –

• Reflect feelings

• Rephrase Content

ELIMINATE DISTRACTIONS

• Exercise (last word)

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LISTENING

The skills and attitudes that must be mastered for effective listening are:

1. Be attentive

2. Physically react

3. Reflect

4. Reflect the feelings as well as the verbal message

5. Ask questions

6. Don’t judge

7. Show acceptance

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INTERNAL COMMUNICATIONS

• Consider other person’s reality

• What does he/she need to be successful?

• What is important to him/her?

• Pacing techniques

• Paralanguage

• Vocabulary

• Familiarity

• Stylistic differences

• When to vary communications techniques

“If you want to understand a difficult conversation, you must look to what people are thinking and feeling but not saying”

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COMMUNICATION BARRIERS

• Not understanding the language

• Not understanding the context• Cell phone exercise

• Obfuscation

• Distraction

• Improper feedback and clarification

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THE 3 CONVERSATIONS

“Facts”

• Who’s right?

• Whose fault?

• What’s motivating them?

Feelings

• What do we do with the strong feelings we each have?

Identity

• What do I fear this says about me?

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CREATING CONNECTIONS

• Assess where person is at

• Assess what person needs

• Establish commonalities

• Express honesty (i.e., what you can’t do and what you can)

• Take responsibility (empowers you, adds trust)

• Express your objectives up front

• Give choices

• Pick your battles

• Substitution techniques (if needed)

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HOW TO STRENGTHEN COMMUNICATION SKILLS

• Make eye contact and acknowledge everyone’s presence

• Be aware of body language- yours and others

• Develop writing skills and proofread before hitting ‘send’

• Consider getting public speaking skills (i.e. Toastmasters)

• Learn to listen and consider the other person’s point of view

• Let the person finish before you ask a question

• Show interest and passion

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TEAMWORK

TEAMWORK

‘Working with others effectively to meet a common goal’

• Demonstrate initiative and cooperation

• Utilize appropriate leadership skills

• Accept advice and constructive feedback

• Help others

• Maintain a positive and productive attitude

• Be willing to carry the heavier load if needed

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WHY IS TEAMWORK SO IMPORTANT?

A company’s success is rarely dependent on one person doing something solo.

Success is the result of many people working toward a common goal. When

Employees can synthesize their varied talents, everyone wins.

Do you understand the value of diverse thoughts?

How to strengthen Teamwork skills:

• Lend a hand when you see a coworker in need

• Keep an open mind

• Never make assumptions and always praise when possible

• Make people feel important

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SEVEN BLOCKS TO TEAM SUCCESS

1. Detached leadership

2. No written goals or job description

3. Lack of communication (top down or bottom up)

4. Waiting for self-starters

5. No mutual commitment

6. Avoiding conflict

7. Lack patience (with others)

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TEAM PERFORMANCE

REASONS FOR POOR TEAM PLAYER PERFORMANCE

Reason #1- Lack of Communication

• They don't know what is expected of them

• There is a lack of clear individualized communication

• There is a lack of feedback

• There is a lack of clear direction from the top pertaining to mission, vision and values

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TEAM PERFORMANCE

REASONS FOR POOR TEAM PLAYER PERFORMANCE

Reason #2- Lack of Conditions

• They need more time

• They need more tools

• They need more training

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TEAM PERFORMANCE

REASONS FOR POOR TEAM PLAYER PERFORMANCE

Reason #3- Lack of Consequences

• They see no encouragement on previous good performance.

• They see no recognition for present good work.

• They see no repercussions for poor work.

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TEAM PERFORMANCE

REASONS FOR POOR TEAM PLAYER PERFORMANCE

You must determine whether the team player has been given a fair opportunity to perform well. Remember it takes at least six months for the new player to feel comfortable and confident in their job.

Ask yourself these four questions:1. Have I clearly communicated my expectations?

2. Do all team members fully understand their roles and responsibilities?

3. Are there current organizational environment conditions that hinder their performance?

4. Are there clear consequences for poor performance?

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PROBLEM SOLVING / ANALYTICAL THINKING

PROBLEM SOLVING/ANALYTICAL THINKING

Ability to use knowledge, facts, creativity, and reasoning to find solutions to problems.

• Utilize/develop good decision making using logic

• Think through information/situation

• Use initiative and take responsibility

• Interpret new information and draw conclusions

• Set goals and implement a plan to meet productivity

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WHY DO YOU NEED PROBLEM SOLVING

SKILLS?

• If something goes wrong, you can complain or take action.

• Both get you noticed, but one is positive and one is not.

• Thinking on your feet can make you indispensable.

• There will always be problems.

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HOW TO STRENGTHEN PROBLEM SOLVING SKILLS-

Make brainstorming sessions a regular occurrence

Surround yourself with creative people

Key steps:

Objectivity

• Determine root cause of a problem

• Determine what has to be decided

• Identify options, choices and alternatives

• What information is needed…what criteria will be used to evaluate

• Make a decision and be decisive

• Compromise when needed

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CONFLICT RESOLUTION

CONFLICT RESOLUTION

Any time you put more than one person in a situation, there may be conflict.

It’s human nature.

Being able to constructively work through disagreements with people is a

sure indicator of maturity and leadership potential.

Conflict Resolution may require negotiating

• You negotiate every day

• Identify your needs and the other’s needs

• Conflict styles- avoiding, competing, accommodating, compromising, and collaborating

• Aim for a ‘win/win’ solution

• Allow person to ‘save face’

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CONFLICT RESOLUTION

• Understand the critical ingredients for collaborative thinking

• Align responsibilities to the needs of others

• Build into daily interactions the practices necessary for support

• Have conflict resolution skills and negotiation skills to resolve various types of challenges

• Begin developing personal tools and systems for dealing with tensions and pressures

• Recognize what motivates people to act

• Have problem solving and successful resolution skills

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INTERNAL CORE CHARACTERISTICS

INTERNAL CORE CHARACTERISTICS

• Strong work ethic

• Confidence

• Positive attitude

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STRONG WORK ETHIC

Five traits:

• Demonstrates professionalism

• High productivity

• Teamwork and cooperation

• Determined to succeed

• Consistent and high quality work

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CONFIDENCE

Knowing what you're good at, the value you provide, and acting in a way that conveys that to others.

Confidence is the most attractive personal brand attribute and a key leadership quality

• Stay focused on you

• Identify your strengths

• Identify your weaknesses

• Believe in yourself

• Seek encouragement from others

• Challenge yourself

• Have a positive attitude

• Have a mentor

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POSITIVE ATTITUDE

“Attitude is a little thing that makes a big difference.”

- Winston Churchill

Key attributes-

• Sense of purpose

• Optimism

• Resiliency

• Sense of humor

• Hopefulness

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