This lecture focuses on essential skills that are integral to any telephonic conversation, and lays down certain principles, which if adhered to, enhance the quality and success of any communication on telephone, whether formal or informal.
Soft skills are a cluster of productive personality traits that characterize one's relationships in a milieu. These skills can include social graces, communication abilities, language skills, personal habits, cognitive or emotional empathy, time management, teamwork and leadership traits.
A definition based on review literature explains soft skills as an umbrella term for skills under three key functional elements: people skills, social skills, and personal career attributes. National Business Education Association deems soft skills as critical for being industrious in today’s workplace. Soft skills complement hard skills also known as technical skills, for productive workplace performance and everyday life competencies (Arkansas Department of Education, 2007). Hard skills were the only skills necessary for career employment and were generally quantifiable and measurable from educational background, work experience or through interview.
In the 20th century soft skills are a major differentiator, a sine qua non for employability and success in life.A study conducted by Harvard University noted that 80% of achievements in career are determined by soft skills and only 20% by hard skills. Experts say soft skills training should begin for a person when they are students, to perform efficiently in their academic environment as well as in their future workplace. A public interest study conducted by McDonald’s in UK predicted over half a million people will be held back from job sectors by 2020 due to lack of soft skills.
