Soft Skills Presentation

Presented
by Jess Powell

Mobile Phones

Emergency Procedures

Breaks
Eective Communication
Business Writing
Time Management
At the end of this session;

You will understand what it means to communicate
eectively using all element of communication
You will understand being able to apply the basic principles
of business writing including spelling and grammar
You will understand how to set SMART goals and how this
will assist you with your time management
Communication is a process whereby meaning is

dened and shared between living organisms.
Communication requires a sender, a message and an
intended recipient.

Sourced from http://en.wikipedia.org/wiki/Communication
Communication is a reection in you as a

professional
You want to leave a good lasting impression that has

the client feeling that they want to return
Non verbal communication
Visual communication
Verbal communication
Written communication
Activity 1
Non verbal communication
Visual Communication
Verbal Communication
When introducing yourself, shake hands with the

client with a smile and hole eye contact with the
client, this shows respect and condence
Dress and appearance is also important when

meeting clients
Do
Do Not
Smile when answering

the phone (the person on
the other end will know)
Be polite you want
them to call you back
Always say please, your
welcome and thank you
the client likes to hear
common courtesy
Answer the phone whilst

chewing gum or eating
no matter how well you
think you can hide it you
cannot and it is very rude
Make up an answer to
get the client o the
phone. Make an eort
nd someone that can
help if you cannot
Use slang or profanity
this is very unprofessional
Acceptable
Hello, thank you for
calling (company name),
(name) speaking, how
may I help you? (very
formal)
Good morning/afternoon
(name) speaking, how
may I help you? This one
is good to use if the call
has already gone via
reception and you are the
2nd point of call
Unacceptable
Hi, hows it going?
Yea
What do ya want?
Hello?
Voicemail is important. If you are away from your

desk and unable to answer your phone it is
important for the client to be able to leave a
message for you.
When creating a message it is good to be clear and

concise
Activity 2, 3
and 4
Writing is the representation of language in a textual

medium
The most commonly used styles of written

communication are emails and letters
You need to determine a purpose for writing
To do this you should ask yourself 3 questions
Question 1: Why am I writing?
Question 2: What do I want the reader to know?
Question 3: What do I want the reader to do?
Sign o on letters varies as per the below;

Yours Sincerely sign o when you have mentioned the
person by name in the letter e.g. Dear Mr Smith
Yours Faithfully sign o when the letter is not personalised
e.g. Attention Manager
Activity 5
Emails are intended for a short and concise form of

written communication. A good idea is not to make
them too long otherwise people will not want to
read them
Subject line in an email tells your reader what the

message is about. It also helps a reader to know
whether to le or forward the message
Precise Make the subject line specic and succinct

Write Employee career options at Weston
Not To oer our employees the opportunity to explore career
options within Weston

Positive State the main point of the message in positive

or neutral terms
Write: Company phone policy reminder
Not: Warnings about abuse of company phone system
Relevant Let readers see how the subject line relates to

them
Write Employee career options at Weston
Not Career options

Professional Use professional words and phrases

Write Security equipment installation
Not Smile! We see you!
Activity 6
The structure of your email should be as follows;

1.
Subject line
2.
Addressing the email
3.
Body of the email
4.
Signing of the email with regards or kind regards
Be reader focused ensure they get the message

that was intended
Dont use slang Yep, LOL, CUL8R, U, R
Dont use emoticons J L or xoxo
Have another person read your email/letter
Ensure you use spell check but remember it is not

always fool proof
Ensure you double check your work
Read it out aloud. If you run out of breathe your

sentence is too long
DO NOT USE CAPITAL LETTERS This can be translated

as ANGRY
If you do wish to emphasize a point, bold is a good way

but dont over do it
Time management is the act or process of planning

and exercising conscious control over the amount of
time spent on specic activities, especially to increase
eciency or productivity.
Sourced from http://en.wikipedia.org/wiki/Time_management

Live in the present: the past cannot be changed, and
the future is the direct result of what you do right
now!
Positive
Personal
Possible
Specic
Measurable
Achievable
Relevant
Timed
Activity 7
Urgent and
Important
Important, But
Not Urgent
Urgent, But Not

Important
Not Urgent and

Not Important
Keep a list of tasks either by writing it or using tasks

in outlook
Utilise team workow meetings by being prepared

and ensure you are communicating the tasks you
have on and may require assistance with to your
supervisor
Booking meetings in your diary and invite relevant

people if you have queries that can wait
Keep your desk clean and tidy, you will be surprised

how much more manageable your tasks will seem
Regularly check your email and in tray to make sure

you are not missing deadlines assigned to you
Take 5 mins at the end of the day to ensure that you

are aware what you have planned to do in the
morning so you can be ready for when you arrive
rst thing
Be prepared for changing timeframes, sometimes

things dont go to plan. Priorities can quite often
change
Always keep your supervisor up to date on how tasks

are tracking whether it be running late or if you are
nished early and have additional capacity to assist
with another task
Activity 8
Questions

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Presented

At the end of this session;

Communication is a process whereby meaning is

Communication is a reection in you as a

You want to leave a good lasting impression that has

Non verbal communication

Non verbal communication

When introducing yourself, shake hands with the

Dress and appearance is also important when

Smile when answering

Answer the phone whilst

Voicemail is important. If you are away from your

When creating a message it is good to be clear and

Writing is the representation of language in a textual

The most commonly used styles of written

You need to determine a purpose for writing

To do this you should ask yourself 3 questions

Question 1: Why am I writing?

Question 2: What do I want the reader to know?

Question 3: What do I want the reader to do?

Sign o on letters varies as per the below;

Emails are intended for a short and concise form of

Subject line in an email tells your reader what the

Precise Make the subject line specic and succinct

Positive State the main point of the message in positive

Relevant Let readers see how the subject line relates to

Professional Use professional words and phrases

The structure of your email should be as follows;

Addressing the email

Body of the email

Signing of the email with regards or kind regards

Be reader focused ensure they get the message

Dont use slang Yep, LOL, CUL8R, U, R

Dont use emoticons J L or xoxo

Have another person read your email/letter

Ensure you use spell check but remember it is not

Ensure you double check your work

Read it out aloud. If you run out of breathe your

DO NOT USE CAPITAL LETTERS This can be translated

If you do wish to emphasize a point, bold is a good way

Time management is the act or process of planning

Urgent, But Not

Not Urgent and

Keep a list of tasks either by writing it or using tasks

Utilise team workow meetings by being prepared

Booking meetings in your diary and invite relevant

Keep your desk clean and tidy, you will be surprised

Regularly check your email and in tray to make sure

Take 5 mins at the end of the day to ensure that you

Be prepared for changing timeframes, sometimes

Always keep your supervisor up to date on how tasks

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