Theory Notes - Soft Skills Management - For Students

SE 307 - Soft Skills Management Theory Notes for Students
Chapter 1: Impression Management
Meaning of Social image, Importance of looking presentable & attractive, Right dressing &
make-up, Hair care & inner-glow, Poise & Posture, Eye-Contact & Body Language, Physical
fitness
What are soft skills?
Soft skills are a combination of people skills, social skills, communication skills, character traits,
attitudes, career attributes, social intelligence and emotional intelligence quotients among others
that enable people to navigate their environment, work well with others, perform well, and
achieve their goals with complementing hard skills.
"Soft skills" also include common sense, the ability to deal with people, and a positive flexible
attitude.
Why soft skills?
● Hard skills are useless without soft skills

● Soft skills are harder to learn and practice
● The modern workplace is interpersonal
● Customers demand soft skills
● The future workplace will rely on soft skills even more
Meaning of Social image
Self-image is the mental picture, generally of a kind that is quite resistant to change, that depicts
not only details that are potentially available to objective investigation by others (height, weight,
hair color, etc.), but also items that have been learned by that person about oneself, either from
personal experiences or by internalizing the judgments of others.
A simple definition of a person's self-image is their answer to the question "What do you believe
people think about you?
In simple words, personality is a set of qualities that make a person distinct from another. The Formatted: Underline
word personality originates from the Latin word persona, which means a mask.. The personality Formatted: Font color: Blue
of a person is how he presents himself to the world; it is how others see him. Formatted: Font: Bold, Underline, Font color: Red
Reputation is what people think you are. Personality is what you seem to be. Character is what
you really are.
Formatted: Font color: Blue
Notes by Dr. Sameer Diwanji

Importance of looking presentable & attractive
Looks matter a lot in many situations. If you look good, you feel good. Every person wants to
look his best. Physical appearance does affect your overall personality.
However it is important to feel good about oneself. Beauty is only skin deep. Whatever your
features that you are born with, it is important to enhance them and carry yourself well.
● To impress people in social situations. Formatted: Font: Bold, Italic, Underline

● To look one’s best in work place, where one deals with the public. For example, film
stars have to look gorgeous and handsome.
● One feels good if one looks good. Formatted: Font: Bold, Italic, Underline
● A physically attractive person attracts a lot of people.
● It helps in building up relationships. Formatted: Font: Bold, Italic, Underline
● It boosts self-confidence and self-esteem. One feels very reassured when other people Formatted: Font: Bold, Italic, Underline
admire them and prefer to associate with them as they find them very attractive. In certain
professions looks make a lot of difference. A model has to look his or best. A good
looking salesperson can get noticed quickly.
● A pleasing face is nice to look at. People like to relax in the presence of beautiful things.
A pleasant face can relax the mind. Those with an aesthetic sense like to admire beautiful Formatted: Font: Bold, Italic, Underline
people and things.
● An attractive physical appearance enhances personality. It is an added advantage.
● A physically attractive person, who is well-groomed, can impress people. Formatted: Font: Bold, Italic, Underline
Right dressing & make-up /Hair care & inner-glow
Imagine yourself as a client. You go to a shop to purchase something or even visit an office to
attain their services and you see a shabbily dressed man all enthusiastic to adhere to your
demands. Even though the individual is good at his job and willing to help you, you do not feel
like going to him.
The reason behind this kind of aversion to a person you never even met before is because of his
physical appearance. This is because our brain first takes in the appearance of an individual and
reacts accordingly. If this first impression is not impressive enough, we automatically dislike the
person. This is why it is so important to look presentable at work.
Appearances make a lot of difference when it comes to making a good first impression. This is
especially true for hospitality and customer service industries such as restaurants! This is also
one reason why businesses in this industry insist on employees wearing a uniform. Not just any
uniform though. A clean, tidy and neatly pressed uniform can make a bigger impact on
customers!
It is important to be well groomed – clothes, hair, makeup, accessories, footware and most
importantly Personal Hygiene. Inner glow comes from taking care of your physical and
emotional self.

Appearances make a lot of difference when it comes to making a good first impression. This is
especially true for hospitality and customer service industries such as restaurants! This is also
one reason why businesses in this industry insist on employees wearing a uniform. Not just any
uniform though. A clean, tidy and neatly pressed uniform can make a bigger impact on
customers!
Business Professional Attire

For Women - For any first meeting, business presentation, and job interview:
● Black skirt or pant suit, other neutral colors (dark gray, navy, brown)
● Skirt suits recommended; skirts should be a little below the knee and never shorter than
above the knee
● Pressed, collared button-down shirt
● Nude (skin-tone) or dark-colored panty-hose and closed-toe heels
● Dress shoes (pumps, flats, heels) – No platform or >2.5 inch heels
● Make-up should be minimal and conservative (daytime makeup)
● No visible tattoos; pale color nail polish; no perfume marks
● Long hair should be pulled back away from face
● *Tip: Keep hair and jewelry simple (i.e. studs for earrings); remove all other jewelry and
piercings (i.e. nose rings, etc.)
For Men - For any first meeting, business presentation, and job interview:
● Full suit with matching jacket and pants with black belt
● Pressed, collared shirt with plain (solid, stripe, or simple pattern) tie
● Dark leather dress shoes and dark dress socks
● The bottom of the tie should just barely cover the entire belt buckle; a tie should
never be too long or too short
● No visible tattoos or piercings
● Light briefcase or portfolio case
● *Tip: A three-piece suit is acceptable for an interview, but a suit with mismatched
pants and jacket is not recommended
Poise & Posture
Good posture is the natural alignment of our body.

It is the way one holds his/her body while sitting, standing, walking and basically anything. Formatted: Font: Bold, Italic, Underline
Our poise reveals a lot about us – our personality, character, values and our current state of mind.
I.e. Someone who is confident would naturally stand upright, someone who is depressed would
slouch, etc…
The Way You Should Walk –

Compare a man who shuffles along, taking small steps with heads tilted slightly downwards with
another who walks with heads held high and arms swinging freely with long strides. Chances
are, the latter portrays the better disposition.

It has been scientifically proven that the longer the strides of a men, the greater his perceived
self-worth and self confidence.
Poise yourself to walk with your chin parallel to the floor, making sure your back is straight and
not hunched. Place your feet parallel to each other when you walk and take up as much room as
possible.
The Way You Stand –

● Stand in a balanced yet relaxed position.
● Weight balanced on both feet.
● Chest out and stomach in.
● Shoulders should be straight.
Most importantly, feel and look comfortable. Formatted: Font: Bold, Italic, Underline
The Way You Sit –

When sitting, you should be upright and not slouch in the chair. Make sure the back of your chair
supports your weight. Sit well back in your chair, so that your posture is upright yet relaxed.
Avoid folding your arms and legs as these are often construed as negative body language. The
most appealing posture is to sit with legs together, hands resting on your lap. Use the open palm
gesture to underline what you have to say but avoid gesticulating wild.
Eye-Contact & Body Language
● Maintain eye contact when speaking is extremely important

● It shows that you are concentrating and respecting your audience
● Eye contact projects confidence
● Maintaining eye contact also conveys that we are paying undivided attention to that
person/people
● It is polite and part of social etiquette
● It is important part of body language
● Smile - it relaxes people around you and reduces stress and tension
● Use hand and arm gestures to catch the listener’s attention
● Exhibit your palms when making hand gestures
● Nod your head when listening to others
● Point out to the screen when making a presentation
● Give clear and positive answers when asked a question
● Speak clearly and in an even tone
Physical fitness
In a healthy body, dwells a healthy mind. So taking care of our body is very important. It
enhances one’s personality and immense benefits:
● A fit person is less likely to use sick leaves.

● Exercise gives more energy and enthusiasm
● Physical activity reduces stress levels
● A fit person is more confident and has a better body language
● This could lead to better self esteem and attitude
● Exercise encourages goal achievement
● Encouraging fitness is a good way to promote teamwork.
Chapter 2: Personality profile
Personality defined, Elements of personality, Determinants of personality, Meaning of SWOT

Analysis and Johari Window, Personal goal setting and action plan
Personality defined
The word personality is derived from the Latin word ‘persona’ which means ‘mask’. Personality
is the combination of characteristics or qualities that forms a person’s unique identity. Every
individual has a unique, personal and major determinant of his behavior that defines his/her
personality.
Personality trait is basically influenced by two major features −
• Inherited characteristics
• Learned characteristics
Inherited Characteristics
The features an individual acquires from their parents or forefathers, in other words the gifted
features an individual possesses by birth is considered as inherited characteristics. It consists of
the following features −
• Color of a person’s eye
• Religion/Race of a person
• Shape of the nose
• Shape of earlobes
Learned Characteristics
Nobody learns everything by birth. First, our school is our home, then our society, followed by
educational institutes. The characteristics an individual acquires by observing, practicing, and
learning from others and the surroundings is known as learned characteristics.

Learned characteristics includes the following features −
• Perception − Result of different senses like feeling, hearing etc.
• Values − Influences perception of a situation, decision making process.
• Behaviour − Patterns of thinking, feeling, understanding and behaving.
• Attitude − Positive or negative attitude like expressing one’s thought.
Elements of personality
Sigmund Freud’s Psychoanalytic Theory (Elements of Personality)
This theory is based on the belief that man is encouraged more by unforeseen forces than the
conscious and logical thought. Freud believed that most of the things in life are not present at the
conscious level but they are present at an unconscious level.
The features of Freud’s theory include three attributes − Id, Ego, and Superego.
• Id − It defines the innate component of personality. It is the impulsive and unconscious

part of mind that seeks immediate satisfaction. Example − A hungry baby cries till he/she is fed.
Id: a reservoir of instinctual energy that contains biological urges such as impulses toward
survival, sex, and aggression. The id is unconscious and operates according to the pleasure
principle, the drive to achieve pleasure and avoid pain. The id is characterized by primary
process thinking, which is illogical, irrational, and motivated by a desire for the immediate
gratification of impulses.
• Ego − It is derived from Id and assists in dealing with the external world. It also helps in
translating the inner needs into expressions. It deals with practical and rational thinking process.
Example − We have a fight with our friend and expect the friend to talk first, even though both
of us want to talk.
Ego: the component that manages the conflict between the id and the constraints of the real
world. Some parts of the ego are unconscious, while others are preconscious or conscious. The
ego operates according to the reality principle, the awareness that gratification of impulses has to
be delayed in order to accommodate the demands of the real world. The ego is characterized by
secondary process thinking, which is logical and rational. The ego’s role is to prevent the id from
gratifying its impulses in socially inappropriate ways.

• Superego − It is different from ego and is partially unconscious. It includes the traditional
values of society as interpreted by our parents. It also helps in the integral vision of punishment.
Example − Ram came late today so he is grounded for a week.
Superego: the moral component of personality. It contains all the moral standards learned from
parents and society. The superego forces the ego to conform not only to reality but also to its
ideals of morality. Hence, the superego causes people to feel guilty when they go against
society’s rules. Like the ego, the superego operates at all three levels of awareness.
Freud used an iceberg to illustrate the mind.
The conscious part of our mind is above the water line. The waterline itself was the
preconscious, where memories sort of floated above and below. Most of the iceberg is below the
water, the unconscious. He felt these memories were “repressed” into the unconscious because
they were too painful to remember.
The theory says that these repressed memories “surface” by directing our actions, unknowingly
to us.
What Are Personality Determinants?

Personality is not determined by a single factor, but by an accumulation of many factors. Some
of those factors are psychological, while others are physical, biological, and hereditary. The
determinants of personality are:
1. Genetic Determinants: Refers to factors that we determined at conception, which

include parents’ complete or partially genetically inherited. Include physical stature, facial
attractiveness, gender, energy level or biological rhythms. Latest studies of young children lend
strong support o power of heredity which suggested that some traits may be built into the same
genetic code that affect factors such as height & hair color.
2. Physiological Determinants: Physical characteristics of a person have a tremendous

influence on his/her personality. Physical characteristics may include height, weight,
attractiveness, skin color, gender, etc.
3. Psychological Determinants: Psychologists find it difficult to empirically relate brain

physiology to personality. However, from the electrical stimulation of the brain, they have
realized that a better understanding of human personality may come from the study of the brain.

4. Social Determinants: This process is a bit complex and is dependent upon various
processes. Social processes such as our interaction with our parents during childhood may have a
great influence on our personalities. When we interacted with our parents, we picked up their
behavior. In face, there is empirical evidence that the environment parents create at home shapes
their child's personality. For example, a child brought up in a violent home may grow up to be
aggressive.
Furthermore, there are various personality theories that study the development of personality
based on family and social factors. While all these theories differ in their fundamental principles,
they all show that the development of personality depends upon social constructs created by
society.
5. Cultural Determinants: While culture may be considered to play an influential role in

the development of one's personality, psychologists have not found conclusive proof of this
concept. Nevertheless, cultural influences on one's personality may he vast. A person within a
culture is expected to behave in a certain way that is acceptable to the whole community.
Meaning of SWOT Analysis
SWOT ANALYSIS
This process captures information about your internal strengths and weaknesses as well as
external opportunities and threats. Key to completing your SWOT analysis is to treat your career
as a business and yourself as a competitive product.
Strengths: To help you understand your strengths, picture yourself as a competitive product in
the marketplace. A personal strength is an asset to you as a product and can be used as a way to
differentiate yourself from others when interviewing or trying to obtain your next promotion.
Examples of strengths: Strong project management skills, ability to improve or reengineer
processes, experience and training in presenting to large audiences, proven successful sales
abilities.
Weaknesses: A personal weakness is a liability or an area of opportunity for growth. These are
characteristics you could improve upon to increase future job opportunities. Examples:
Disorganized, uncomfortable speaking in front of groups, tendency to procrastinate, poor
listener.
Opportunities & Threats: When thinking about your opportunities and threats, I always find it
easier to begin with the “threats.” Try comparing yourself to people you’ll likely compete against
for that next job or promotion. Then, as objectively as possible, judge your threats and determine
possible ways to overcome them.

We can do SWOT of ourselves, an organization, an event etc.
Self SWOT is very effective to understand where we stand and gives us a road map ahead.
The purpose of the personal SWOT analysis is to identify actions you can take to best meet the
requirements of the job or promotion you are seeking. Comparing your strengths and weaknesses
to the job requirements will identify gaps and help you prepare to be the best candidate for the
position that you want
Johari Window
Definition: The Johari Window is the psychological model developed by Joseph Luft and
Harrington Ingham, that talks about the relationship and mutual understanding between the
group members. In other words, a psychological tool that helps an individual to understand his
relationship with himself and with other group members is called as a Johari Window.
The objective behind the creation of a Johari window is to enable an individual to develop trust
with others by disclosing information about himself and also to know what others feels about
himself through feedback.
The Johari Window model is made up of four quadrants that explain the overall relationship of
an individual with himself and with other group members. These are as follows:

THE JOHARI WINDOW MODEL
Known to self Unknown to self
OPEN / BLIND
ARENA SPOT
HIDDEN / UNKNOWN
FACADE
Known to
Others
Unknown to
others
The Johari Window model was developed by Joseph Luft and Harry Ingham, two American
psychologists in 1955. This model is used to understand and enhance communication between
members of a group. This model is also known as feedback model of self-awareness.
Each person is represented by the Johari Model through four quadrants or window
panes. Each of the four window panes signifies personal information, feelings, motivation and
whether this information is known or unknown to self or others.
1 OPEN / ARENA:
Here information about the person, his or her attitude, emotions, behavior, feelings,
skills and views will be known by the person (self) as well as others. This is the area
where all communication occurs hence larger this arena, more effective and dynamic the
relationship will be. This open area can be increased by understanding and listening to
another person.
2 BLIND SPOT:
Information about yourself that others in the group know but you are unaware of it, this
falls in this window pane. Others may perceive you differently than you expect. The

blind spot should be reduced for efficient communication by seeking feedback from
others.
3 HIDDEN / FAÇADE:
Information that is known to you but unknown to others features in this window pane.
This may include personal information, feelings, past experiences, secrets, fears etc. This
affects relationships hence the hidden area should be reduced by moving the information
to the open area.
4 UNKNOWN
Information which you are unaware about and which is also unknown to others would be
included in this window pane. This may include capabilities, talents, feelings. The
person will be unaware till he or she discovers his or her hidden talents and capabilities.
This area can be decreased through observation, introspection, open communication etc.
(For the sub topic ‘Personal Goal Setting and Action Plan’, students to write from their
Soft Skills Practical File)
Chapter 3: Personality Enrichment
Self Esteem - Self-concept, Advantages of high self esteem, Steps to building positive self
esteem; Attitude - Meaning and factors that determine our attitude, Benefits of a positive attitude
and consequences of a negative attitude, Steps to building a positive attitude
Motivation - The difference between inspiration and motivation, External motivation v/s internal
motivation
Body language - Understanding body language, Projecting positive body language
Self Esteem
Self Esteem is the result of an individual’s continuing evaluation of himself or herself based on
responses to:
i) people
ii) situations
iii) outcomes (successes and failures)
iv) opinions of others
and so on…
Self Esteem is the way we feel about ourselves.
Self Esteem is an important individual difference in terms of effective work behaviour

You need high self esteem to be a good manager!!! Managers need to think that they are doing
right and are capable of achieving desired outcomes to be successful. Such thought process
occurs only in the minds of people with high self esteem

Advantages of High Self Esteem:
High or Healthy self esteem is based on our ability to assess ourselves accurately and still be able
to accept and value ourselves unconditionally:
- People with high self esteem are able to realistically acknowledge their strengths and
limitations and at the same time accepting ourselves as a worthy person
- Individuals with high self esteem will take more risks
- They are less susceptible to external influences
- They think independently
- They are less dependent on positive evaluations/assurances from others
- They are not unduly worried/concerned what others think of them
- They make friends and are good at relationships
Steps to Improving Self Esteem:
- Live consciously: be actively and fully engaged in what you do and with whom you
interact
- Be self accepting: Don’t be overly judgmental or critical of your thoughts and actions
- Take personal responsibility: Take full responsibility for your decisions and actions in
life’s journey
- Have personal integrity: Be true to your word and your values
- Be self assertive: be authentic and willing to defend your beliefs when interacting with
others, rather than bending to their will to be accepted or liked
- Live purposefully: Have clear near-term and long-term goals and realistic plans for
achieving them to create a sense of control over your life
- Stop comparing yourself with others
- Stop putting yourself down
- Accept compliments graciously (and give genuine compliments to others…use
discretion)
- Use affirmations to enhance self esteem
- Take advantage of books, workshops etc
- Associate yourself with more and more positive and supportive people
- Make a list of your past successes
- Make a list of your positive qualities
- Start giving more or sharing your things
- Get involved in work and activities you enjoy
Attitude
Attitudes are tendencies to feel and behave in a particular way towards some objects, persons or
events.
Attitude is the way one feels about somebody or something.

Attitude is a ‘mental and neural stage of readiness organized through experience exerting a
dynamic influence upon the individual’s response to all situations and objects with which he is
related’
Factors that determine our Attitude:
1) Psychological factors: The attitude of a person is determined by psychological factors

like his ideas, values, beliefs, perceptions. All these have a complex role in determining a
person’s attitude
2) Family: Initially a person develops certain attitudes from his parents, siblings and elders
in his family
3) Society: Societies play an important role in forming attitudes of an individual. The
culture, the tradition, the language etc all of which influences a person’s attitude – what is
acceptable and what is not
4) Political factors: Ideologies of political parties, political stability
5) Economic factors: salary, income, work, status etc
Benefits of a Positive attitude:
● Makes a person feel and look pleasant

● Boosts energy and enthusiasm
● Encourages socializing and becoming member of many associations
● Helps achieving goals and attaining success
● Inspires one to accomplish and excel
● Fosters creativity and innovation
● Promotes team spirit and relationships
● Positive energy
● Results in Self confidence (view of self)
● Feeling of optimism (view of situation)
● Persistence (willingness to carry out work against any odds)
● Resilience/spirit to keep trying
● Greater inner power and strength
● Feeling of happiness
Consequences of a negative attitude:
● Develops the nature of self blaming or fault finding in others

● Avoids work and challenges in life
● Become loners

● Causes failure at work place
● Causes poor morale
● Results in interpersonal conflicts
● Lowers productivity
● Feels lack of energy and enthusiasm
● Gives up easily
● Lack of passion
Developing positive attitude:
● Learn to communicate to avoid building unnecessary stress

● Make a habit of doing it now
● Help someone out
● Find your spirituality
● Develop an attitude of gratitude – be grateful for what you have
● Build a positive self esteem
● Get into a continuous education programme
● Allow yourself to laugh and find humour in the simplest of things
● Participate in new physical and mental activities
● Stay away from negative influences
● Learn to like things that need to be done
● Follow the principles of holistic health
● Start your day with something positive
● Choose to be happy and look at the brighter side of life
● Find reasons to smile more often
● Associate yourself with positive, happy people
● Read inspiring quotes and stories
● Have faith in yourself and in the Power of the Universe
● Visualize only what you want to happen
Motivation
Motivation is derived from the verb “to move.

Motivation is the inner force that powers or energizes behaviour and which cannot be directly
seen but can be inferred from behavior.
Difference between Motivation and Inspiration:
MOTIVATION INSPIRATION
Motivation comes from the word ‘motive’ Inspiration comes from the Latin word
which means reason or intention ‘inspirare’ which means ‘divine guidance’
Motivation is something that encourages action Inspiration touches you inside and connects
or feeling you to a state of being more productive and
excited
Motivation is changing action Inspiration is changing thinking

Driving force Pulling force
Could be short lived hence has to be repeated Usually long lasting
often
Motivation comes from the ‘pain or gain’ Inspiration is more organic and can come from
principle meeting someone, a book, a song, a speaker etc
Difference between External Motivation and Internal Motivation:
EXTERNAL MOTIVATION INTERNAL MOTIVATION

● External motivation comes from ● Internal motivation comes from
outside within
● The factors/motivators are external in ● The factors/motivators are internal in
case of External Motivation case of Internal Motivation
● They may be tangible or intangible ● They are always intangible in case of
internal motivation Eg. Self Motivation
● Examples: Societal approval, fame or ● Examples: Pride, sense of achievement,
fear, praise from senior/boss and peers responsibility
for good work in a public forum (all
intangible)
● Tangible external motivators: Money, ● Recognition, sense of security, power
house are intangible internal motivators
Understanding and improving Body Language
Body language refers to the nonverbal signals that we use to communicate. According to experts,
these nonverbal signals make up a huge part of daily communication. From our facial
expressions to our body movements, the things we don't say can still convey volumes of
information.
According to various researchers, body language is thought to account for between 50 to 70

percent of all communication. Understanding body language is important, but it is also essential
to pay attention to other cues such as context. In many cases, you should look at signals as a
group rather than focusing on a single action. Learn more about some of the things to look for
when you are trying to interpret body language.
Facial Expressions
Think for a moment about how much a person is able to convey with just a facial expression. A
smile can indicate approval or happiness while a frown can signal disapproval or unhappiness. In
some cases, our facial expressions may reveal our true feelings about a particular situation.
While you may say that you are feeling fine, the look on your face may tell people otherwise.

Emotions Expressed Through Facial Expressions
Just a few examples of emotions that can be expressed via facial expressions include:
● Happiness
● Sadness
● Anger
● Surprise
● Disgust
● Fear
● Confusion
● Excitement
● Desire
● Contempt
Gestures
Gestures can be some of the most direct and obvious body language signals. Waving, pointing,
and using the fingers to indicate numerical amounts are all very common and easy to understand
gestures. Some gestures may be cultural, however, so giving a thumbs-up or a peace sign might
have a completely different meaning than it might in the United States.
The following examples are just a few common gestures and their possible meanings:
● A clenched fist can indicate anger or solidarity.

● A thumbs up and thumbs down are often used as gestures of approval and disapproval.
● The "Okay" gesture, made by touching together the thumb and index finger in a circle
while extending the other three fingers can be used to mean okay. In some parts of
Europe, however, the same signal is used to imply you are nothing. In some South
American countries, the symbol is actually a vulgar gesture.
● The V sign, created by lifting the index and middle finger and separating them to create a
V-shape, means peace or victory in some countries. In the United Kingdom and
Australia, the symbol takes on an offensive meaning when the back of the hand is facing
outward.
The Arms and Legs
The arms and legs can also be useful in conveying nonverbal information. Crossing the arms can
indicate defensiveness. Crossing legs away from another person may indicate dislike or
discomfort with that individual. Other subtle signals such as expanding the arms widely may be
an attempt to seem larger or more commanding while keeping the arms close to the body may be
an effort to minimize oneself or withdraw from attention.
When you are evaluating body language, pay attention to some of the following signals that the
arms and legs may convey:

● Crossed arms might indicate that a person feels defensive, self-protective, or closed-off.
● Standing with hands placed on the hips can be an indication that a person is ready and
in control, or it can also possibly be a sign of aggressiveness.
● Clasping the hands behind the back might indicate that a person is feeling bored,
anxious, or even angry.
● Rapidly tapping fingers or fidgeting can be a sign that a person is bored, impatient, or
frustrated.
● Crossed legs can indicate that a person is feeling closed off or in need of privacy.
Posture
How we hold our bodies can also serve as an important part of body language. The term posture
refers to how we hold our bodies as well as the overall physical form of an individual. Posture
can convey a wealth of information about how a person is feeling as well as hints about
personality characteristics, such as whether a person is confident, open, or submissive.
Sitting up straight, for example, may indicate that a person is focused and paying attention to
what's going on. Sitting with the body hunched forward, on the other hand, can imply that the
person is bored or indifferent.
When you are trying to read body language, try to notice some of the signals that a person's
posture can send.
● Open posture involves keeping the trunk of the body open and exposed. This type of
posture indicates friendliness, openness, and willingness.
● Closed posture involves keeping the obscured or hidden often by hunching forward and
keeping the arms and legs crossed. This type of posture can be an indicator of hostility,
unfriendliness, and anxiety.
Chapter 4: Expectations of Recruiters
Recruiter expectations, Creating a career path, Success stories
Recruiters expect candidates who are professional and look at long term association/careers with
their organization. One should showcase our uniqueness or USP instead of just repeating what
the CV already has.
Recruiters expect the following:
● Passion
Every recruiter would be happy to have an employee on board who is passionate about his/her
job, about the company, about the products or services they deliver. Someone who speaks, looks
and acts like a real brand ambassador. Someone who might easily be able to attract new clients,

who spreads the word about how great it is to work at his company, who gets raving feedback
from clients about how well he is doing his job.
● Motivation
Every recruiter would be happy to have an employee on board who is highly self-motivated.
Someone who doesn’t need to be pushed or reminded of what needs to be done and how it needs
to be done. Someone who on Fridays looks forward to go back to work on Monday thinking “I
can’t wait to get started with this great new project. Let’s see what I’m going to move this time.”
Remember motivation can’t be bought neither taught, either you have it or you don’t. Make sure
you find out during the interview to what extent the potential hire is motivated.
● Teamwork
Every recruiter would be happy to have an employee on board who is a team worker. Having a
great team worker among your staff can have the following benefits for your company: goals
will be achieved quicker, targets will be met or even exceeded, the work environment will be
happier, healthier, more positive and more productive due to the likability and competence of the
employee.
● Competence
Every recruiter would be happy to have an employee on board who is fully competent in his job
duties. Someone who knows what, when and how something needs to be done. A person who
can achieve certain results if clear targets are being set. A person who is also prepared to learn
quickly new skills in order to stay up-to-date within certain industry standards.
● Communication
Every recruiter would be happy to have an employee on board who is a good communicator.
Someone who knows how to communicate the right way in any situation (no matter whether it is
verbally on the phone or face to face, in writing emails/letters, posting on social media or by
using body language). There are many examples of business relationships, deals and jobs that
have been lost due to a lack of appropriate communication with others.
● Flexibility
Every recruiter would be happy to have an employee on board who is flexible with regard to
working hours, working days, travel commitments and job duties. Someone who can show that
he will not stop as soon as the clock strikes 5pm, who is also prepared to work during unsocial
hours, who is prepared to travel to other cities or countries and can stay away from home for
some days and who takes on also duties out of their official job description is often hard to find
and therefore very welcome.
● Problem solving ability

Every recruiter would be happy to have an employee on board who is an effective problem
solver. Someone who knows exactly how to tackle and solve arising problems during certain
tasks. But not just that, an employee who is also able to make suggestions to the company as to
how other corporate issues might be solved (even though they might go beyond his own
responsibilities) is a valuable addition to the team. No doubt.

● Integrity
Every boss would be happy to have an employee on board who has a real sense of integrity.
Someone who is honest with themselves and with others, who doesn’t have any problems in
admitting their strengths and weaknesses, who is loyal and would never criticise an employer or
other staff members (previous and current ones).
● Reliability
Every boss would be happy to have an employee on board who can be trusted and relied on no
matter what the circumstances might be. Knowing that there is someone there who can take
charge of certain tasks can be a very reassuring feeling. For example, if a deadline needs to be
met within a certain timeframe, or if someone needs to be notified urgently, or if a change to
something needs to be made in the last minute, you know that that person will do it.
Creating a career path:
We understand what are soft skills. We hone our skills. We understand personality, attitude,
body language, self esteem and consciously work towards the same. Based on our understanding
we do a self SWOT. We also take help of the Johari Window. We build on our strengths and
work on our weaknesses. We choose a career as per the above and create a path for ourselves.
We understand the technical skills and knowledge required for a particular job and work towards
it. We then look at the next levels and plan our career with timelines. This is creating a career
path. While creating a career path, we must be realistic and practical. It should not be too easy to
achieve not too difficult to try. We should keep looking at our career goals and assess them from
time to time. We should plan for a 5 year window and then a 10 year window to start with. So we
can list down the things we want to achieve/be/do in the next 5 years and 10 years. This should
be a dynamic activity and should be changed if required. This is because we evolve and change
and so do our preferences and likes. However planning a career path is extremely important for
all of us.
Success stories:
One can get inspired from the success stories of many leaders, professionals and entrepreneurs.
(Students can write any Success story of hoteliers like Vithal Kamath, Bill Marriott, Isadore
Sharp, M.S. Oberoi etc. that is already written in the Practical files)
Chapter 5: Professional Communication
Presentations – Types, Making a presentation, Making use of audio-visual aids

Presentation:
• A presentation is communicating and conversing with others. Presentation is relating the

right information and communicating the same in an appropriate way
Making a powerful presentation:
1. Take charge early: As a presenter, you are evaluated and perception is built in the first
couple of minutes. Hence the opening should be good. The first impression is the last
(and lasting) impression
2. Prepare well. Proper planning prevents poor performance
3. Know your audience: The audience are your customers – you must be aware of who they
are, where they are from, what their expectations are
4. Practice your presentation aloud: Practicing in front of the mirror helps you to check your
body language and posture
5. Make the presentation exciting: Proper use of visual aids, pictures etc should be included
in presentations
6. Be enthusiastic. Vitality is an important aspect of any presentation
7. Keep in mind Verbal delivery (clear direct words, check understanding) and Vocal
delivery (rate, pitch, articulation, vocalized pauses, pronunciation)
8. Visual Delivery is as important – points include eye contact, facial expressions, positive
body language, gestures, grooming etc
9. Customize the presentation: The audience must feel that you are talking directly to them.
This can be achieved by including facts, information, statistics etc about them
10. Set up the place: the room, equipment, test the equipment/aids in advance to avoid
unnecessary delay
11. Have a hard copy: In case of a power/system failure, the hard copy will come handy
12. Use enablers like handouts if necessary
13. After the presentation, invite questions, discussions on the same
14. Complete the presentation with a brief and clear conclusion
15. Maintain your calm demeanor, poise and posture, pleasant and interested expression
throughout the presentation
Making use of audio-visual aids:
Using audio visual aids for presentations adds to the impact and makes it more effective. It also
provides a change in medium and helps hold audience interest. For example: a small video/clip
that is relevant to the topic reiterates the point and may be remembered for long.
Using a power point presentation helps break the monotony of the speaker/presenter speaking
continuously. It helps highlight the main points in the form of bullet points. While it is
interesting for the audience, it helps the presenter to remember the points too.
While making a power point presentation, it is important to keep the following points in mind:

- Ensure that the font size is big enough and can be seen from a distance
- Avoid fancy fonts that are difficult to read and other gimmicks (overuse of animation)
- Do not have too many colours and styles
- Proof read and spell check
- Have 4 to 5 lines per slide; do not cram the slide with too much information
- All CAPITAL letters are difficult to read; follow sentence format
- Use bullets to show a list without sequence, priority or hierarchy; for others use numbers
- Keep it simple, clear and consistent
Chapter 6: Case studies
Advantages of the case study method, Technique for analyzing a case study and
presenting an argument
• A case study is usually a description of an actual situation, commonly involving a

decision, a challenge, an opportunity, a problem or an issue faced by a person or persons
in an organization
Advantages of a Case Study method:
1) Being an exhaustive study of a social unit, the case study method enables us to
understand fully the behaviour pattern of the concerned unit. In the words of Charles
Horton Cooley, ‘case study deepens our perception and gives us a clearer insight into
life’
2) Through case study, a student/researcher can obtain real and enlightened record of
personal experiences which would reveal man’s inner strivings, tensions and motivations
that drive him to action along with the forces that direct him to adopt a certain pattern of
behaviour
3) This method enables a student/researcher to trace out the natural history of the social unit
and its relationship with the social factors and the forces involved in its surrounding
environment
4) It helps in formulating relevant hypotheses along with the data which may be helpful in
testing them. Case studies, thus, enable the generalized knowledge to get better
5) The method facilitates intensive study of social units which is generally not possible if we
use either the observation method or the method of collecting information through
schedules.
6) Information collected under the case study method helps a lot to the student/researcher in
the task of constructing the right questionnaire or schedule since this requires thorough
knowledge of the concerned universe

7) The student/researcher can use one or more of the several research methods (like depth
interviews, questionnaires, documents etc.) under the case study method depending upon
the prevalent circumstances
8) Case study method has proved beneficial in determining the nature of units to be studied
along with the nature of the universe
9) This method is a means to well understand the past of a social unit because of its
emphasis of historical analysis. Besides, it is also a technique to suggest measures for
improvement in the context of the present environment of the concerned social units
10) Case studies constitute the perfect type of sociological material as they represent a real
record of personal experiences which very often escape the attention of most of the
skilled researchers using other techniques
11) Case study method enhances the experience of the student/researcher and this in turn
increases his analyzing ability and skill
12) This method makes possible the study of social changes. On account of the detailed study
of different facets of a social unit, the student/researcher can well understand the social
change, then and now
Technique for analyzing a case study and presenting an argument:
In learning with case studies, the student must deal with the situation described in the case, in the
role of a manager or a decision maker facing the situation. The case study method is a very
popular form of qualitative analysis and involves a careful and complete observation of a social
unit, be that unit a person, a family, an institution, a cultural group or even the entire community.
A case study needs to be analyzed carefully taking all details and making notes. Quantitative data
needs to be analyzed separately using formulae if required. Based on the analysis, data
interpretation needs to be done. From data interpretation, we can suggest our findings and views
on the case study. This is turn will help us present our argument. The argument should be well
rounded supported by facts and figures. It should showcase all sides of the case and should be
objective in nature.
Chapter 7: Stress Management
Causes of stress, Stress management techniques

Stress is inevitable in today’s times. It is important to understand stress and come up with ways
to deal with it.
Stress is a psychological and physiological state that results when certain things change in an
individual’s environment, thus creating an imbalance and inability to adjust to that situation.
Stress shows itself in a number of ways. For example: Behaviour, anger, loss of appetite, blood
pressure, ulcers etc.
Distress is negative and has harmful effects on an individual’s physical and emotional health.
However not all stress is negative. Stress can help in reaching peak performance. This healthy,
normal stress is known as Eustress. The adrenaline rush that sportspersons feel before a
math/sports event is eustress. This kind of stress is beneficial and enhances one’s performance.
Causes of Stress:
• Traumatic life events like death of a close family member, divorce, separation etc is a
cause of high stress
• Illness of self or close family member; personal injury
• Loss of job or unemployment
• Work tensions, arguments with work colleagues
• Financial issues
• Daily routine without a break
• Commute to work, pollution, traffic, fast paced life
• Attitude towards people, events and life in general
Stress Management Techniques:
1) Time management: A practical way to manage stress is to better control your use of
time. The key is to prioritize your things. An understanding and utilization of basic time
management principles can help individuals cope better with tensions. Improving time
management skills can give people a greater sense of control
2) Non-competitive physical exercise such as aerobics, walking, jogging, swimming and
riding a bicycle have long been recommended by physicians as a way to deal with
excessive stress levels. When we exercise regularly, we improve our physical health, tend
to feel more confident, more optimistic and less stressed. Exercise increases lung
capacity, provides a mental diversion from work pressures and offers a means to let off
steam
3) Relaxation: Individuals can teach themselves to reduce tension through relaxation
techniques such as meditation, hypnosis and biofeedback. Relaxation decreases muscle
tension, lowers blood pressure. Meditation: 15-20 minutes a day of deep relaxation

releases tension and provides a person with a pronounced sense of peace and fullness.
Simply taking regular vacations is a basic but important part of relaxation.
4) Developing a social support system: Having friends at work and extended family.
Colleagues to talk to provide an outlet when stress levels become excessive. Developing
a social support system to help with the routine stress of organizational life requires
committing time to family and friends. Regularly laughing, crying or discussing problems
help people blow off steam before problems become intolerable
5) Change in point of view or perception: Change in the point of view. Effective stress
management may require conscious adjustment of your thinking because perceptions of a
stressor play a role in the way the stressor is experienced ie. Viewing yourself as facing
challenges rather than problems.
6) Diet: Diet plays an important role in stress and stress management. Good dietary
practices contribute to a person’s overall health making the person less vulnerable to
distress
7) Opening up: Everyone experiences a traumatic, stressful or painful event in life at one
time or another. One of the most therapeutic curative responses to such an event is to
confide in another person. Confession could be to a friend or through a personal diary.
The process of opening up and confessing appears to counter the detrimental effects of
stress
8) Leisure time activities provide individuals an opportunity for rest and recovery from
strenuous activities either at home or at work. Leisure time should be used for enjoyment,
joy and connecting with others in our lives
Chapter 8: Time Management
Meaning and importance of time management, Identify time robbers, How to optimize time
“Time and Tide wait for none”
Time is the most important resource that we all have. We all get 24 hours in a day but some of us
seem to do a lot more than others in the same given time. The key lies in effective time
management.
▪ Time Management refers to managing time effectively so that the right time is allocated
to the right activity.
▪ Effective time management allows individuals to assign specific time slots to activities as
per their importance.
▪ Time Management refers to making the best use of time as time is always limited.
Ask yourself which activity is more important and how much time should be allocated to the
same? Know which work should be done earlier and which can be done a little later.
Time Management plays a very important role not only in organizations but also in our personal
lives.
Identify Time robbers:
We lose precious time due to the following time robbers. We realize these time robbers after we
lose time and have deadlines staring at us:
1. Being unorganized and not planning

2. Procrastination (delaying & postponing work)
3. Being lazy/too much idle time
4. Doing non important things
5. Indulging in gossip/chatter
6. Excessive use of Social media
7. Not prioritizing tasks
8. Indiscipline and bad habits
9. Lack of concentration/no focus
10. Stress and anxiety
How to optimize time:
1. Get Organized - Avoid keeping stacks of file and heaps of paper at your workstation.
Throw all that you don’t need. Put important documents in folders. Keep the files in their
respective drawers with labels on top of each file. It saves time which goes in
unnecessary searching.
2. Don’t misuse time - Do not kill time by loitering or gossiping around. Concentrate on
your work and finish assignments on time. Remember your organization is not paying
you for playing games on computer or peeping into other’s cubicles. First complete your
work and then do whatever you feel like doing. Don’t wait till the last moment.
3. Be Focussed - One needs to be focused for effective time management. Stay focused. Do
not leave your work station if some urgent work needs to be done. Going for strolls in the
middle of an urgent work breaks continuity and an individual tends to lose focus.
Individuals who kill time at work find it difficult to survive workplace stress.
4. Plan effectively – Plan your day and week well. Use checklists, look at the tasks and
meetings and deadlines. Plan your work and time accordingly. Planning well requires
some time and effort but saves a lot more time and avoids wastage of time. As they say
‘Proper Planning Prevents Poor Performance’.
5. Prioritize tasks – Prioritize work according to importance and urgency. Know the
difference between important and urgent work. Tasks which are most important should
be done earlier. Prepare a “TO DO” List or a “Task Plan” to jot down tasks you need to

complete against the time slot assigned to each activity. High Priority Tasks must be
written on top followed by tasks which can be done a little later. Make sure you stick to
your Task List.
6. Delegation of responsibility – it is important to assign some tasks to juniors/colleagues

with the required training and authority. Remember you cannot do everything and be
everywhere. The roles and responsibilities must be delegated as per interest and
specialization of employees for them to finish tasks within deadlines. Be assertive. Learn
to say “NO” at workplace if required. Don’t do everything on your own. See how much is
on your plate already.
7. Set goals and objectives – Working without goals and targets in an organization would
be similar to a situation where the captain of the ship loses his way in the sea. Yes, you
would be lost. Set targets for yourself and make sure they are realistic ones and
achievable.
8. Setting deadlines – it is very important Ask yourself how much time needs to be devoted
to a particular task and for how many days. Use a planner to mark the important dates
against the set deadlines.
Chapter 9: Transactional Analysis
Introduction to Transactional Analysis (TA), The ego-state (PAC) model, Transactions and
strokes
What is transactional analysis (TA)?
Transactional Analysis was introduced by Eric Berne.
It is a technique that helps us understand our behavior and
is based on the idea that our personality is made up of several parts. Each part gives us a
particular way of seeing, feeling and understanding the world. For example, we may see and feel
things based on how we reacted to events as a small child, or what we learned from our parents,
or the thoughts we have as a ‘thinking adult’. In TA, there are three main parts of the personality.
The parts/roles are the parent ego, the adult ego and the child.
THE PARENT, ADULT, CHILD (PAC) MODEL

Eric Berne, founder of transactional analysis (TA) believed that each one of us have three
ego states i.e. parent, adult and child. These form the main parts of our personality.
PARENT EGO
The parent ego state consists of behaviors, thoughts and feelings copied from our
parents or other parental figures like teachers, bosses etc. The parent ego consists of two parts-
1. THE NURTURING PARENT – This is a part of us that is nice, positive and caring.
2. THE CONTROLLING PARENT – This is a part of us that corrects behavior and makes
others follow rules.
Our parent ego is formed by external events and influences through childhood. As
functioning adults, we have the ability to change this however it requires awareness and
effort.
ADULT EGO
This describes the part of our personality that has the ability to think and feel in the
‘here and now’. It draws on understanding and analysis of our external and internal environment.
It’s a part of us that controls our inner child and parent so that they do not completely control
how we behave. It mediates between the 2 states. It is important that we bring ourselves and our
conversations in this state which is level headed, rational and takes responsibility.
CHILD EGO
This is the ego state in which we behave, feel and think similar to how we did as a child.
In this state, there are intuitions, creativity, spontaneity and enjoyment. The child state is the

expression of feelings, thoughts and emotions that are being replayed from childhood. It includes
both, the child who follows rules and the free child who is playful and spontaneous. The child
state can be demanding, emotional and can throw tantrums. Lack of initiative and responsibility
are characteristics of this state too.
The parent, adult and child model (PAC) can help you understand more clearly what is
taking place between two people in a situation as well as to help you understand yourself and
your own reactions. Once you understand your own parent, adult and child states you have an
increased choice of which ego state to adopt, which signals to send and where to send them. This
helps improve communication and maintain better relationships.
STROKES:
We communicate with other people by giving strokes.
A stroke is the basic unit of communication.
A stroke can be: a) positive

b) negative
c) conditional
d) unconditional
Strokes are fundamental units of social action.
Chapter 10: Teamwork
How to work effectively in a team, Do’s and don’ts of teamwork
• A TEAM is a group of people who go out of their way to make each other look good
• A team is a group of individuals with high level of ‘interdependence’.
What is teamwork?

• Teamwork is the co-operative effort by a group of people to achieve a common goal.
• Achievement is usually measured by some kind of performance indicator (eg: customer
satisfaction, sales growth).
• Teamwork is improved when the group change their behaviour so that performance
improves.
Do’s of teamwork:
1. Think of ‘we’ instead of ‘I’

2. Remember that teamwork is the responsibility of every Team Member
3. Communicate regularly and clearly
4. Focus on a clear and consistent set of goals as a team
5. Be concerned with the needs and ambitions of each team member recognizing the
unique contribution that each individual can make
6. Be aware of the potential of the team as a unit
7. Be results oriented
8. Remember teamwork should be fun and enjoyable
Don’ts of teamwork:
1. Don’t be selfish and think only of self

2. Don’t impose your ideas on others - Be sensitive to other’s thoughts and feelings
too
3. Don’t under-communicate/hide information
4. Do not gossip or spread rumours
5. Do not lose sight of the common team goals and objectives
6. Don’t forget the benefits of team work
7. Don’t make your colleagues feel undervalued/less important
8. Do not make excuses; just apologize and move on

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SE 307 - Soft Skills Management Theory Notes for Students

Chapter 1: Impression Management

What are soft skills?

Why soft skills?

● Hard skills are useless without soft skills

Meaning of Social image

Formatted: Font color: Blue

Notes by Dr. Sameer Diwanji

● To impress people in social situations. Formatted: Font: Bold, Italic, Underline

Right dressing & make-up /Hair care & inner-glow

Notes by Dr. Sameer Diwanji

Business Professional Attire

Poise & Posture

Good posture is the natural alignment of our body.

The Way You Should Walk –

Notes by Dr. Sameer Diwanji

The Way You Stand –

The Way You Sit –

Eye-Contact & Body Language

● Maintain eye contact when speaking is extremely important

● A fit person is less likely to use sick leaves.

Notes by Dr. Sameer Diwanji

Chapter 2: Personality profile

Personality defined, Elements of personality, Determinants of personality, Meaning of SWOT

Personality trait is basically influenced by two major features −

• Color of a person’s eye

• Shape of the nose

Notes by Dr. Sameer Diwanji

• Perception − Result of different senses like feeling, hearing etc.

• Values − Influences perception of a situation, decision making process.

• Behaviour − Patterns of thinking, feeling, understanding and behaving.

• Attitude − Positive or negative attitude like expressing one’s thought.

Sigmund Freud’s Psychoanalytic Theory (Elements of Personality)

• Id − It defines the innate component of personality. It is the impulsive and unconscious

Notes by Dr. Sameer Diwanji

Freud used an iceberg to illustrate the mind.

What Are Personality Determinants?

1. Genetic Determinants: Refers to factors that we determined at conception, which

2. Physiological Determinants: Physical characteristics of a person have a tremendous

3. Psychological Determinants: Psychologists find it difficult to empirically relate brain

Notes by Dr. Sameer Diwanji

5. Cultural Determinants: While culture may be considered to play an influential role in

Meaning of SWOT Analysis

Notes by Dr. Sameer Diwanji

Notes by Dr. Sameer Diwanji

Known to self Unknown to self

Notes by Dr. Sameer Diwanji

Chapter 3: Personality Enrichment

Self Esteem is the way we feel about ourselves.

Self Esteem is an important individual difference in terms of effective work behaviour

Notes by Dr. Sameer Diwanji

Steps to Improving Self Esteem:

Notes by Dr. Sameer Diwanji

Factors that determine our Attitude:

1) Psychological factors: The attitude of a person is determined by psychological factors

Benefits of a Positive attitude:

● Makes a person feel and look pleasant

Consequences of a negative attitude:

● Develops the nature of self blaming or fault finding in others

Notes by Dr. Sameer Diwanji

Developing positive attitude:

● Learn to communicate to avoid building unnecessary stress

Motivation is derived from the verb “to move.