SOFT SKILLS

Soft skills refer to the cluster of:

• Personality traits
• Social graces
• Facility with language
• Friendliness
• Personal habits
• Optimism
EXAMPLES OF SOFT SKILLS

• Personal qualities
• Interpersonal skills
 PERSONAL QUALITIES

Responsibility,
Self-esteem,
Sociability,
Self-management
Integrity/honesty.
 INTERPERSONAL SKILLS

Participates as a member of the team

Teaches others
Serves Client / Customers
Exercises Leadership
Negotiates
Works with cultural diversity
 Hard Skills or Smart Skills

An agents expertise and ability in

dealing with hardware, software, and
systems technologies.
MERGE SOFT AND HARD SKILLS
TO ACHIEVE TASK.
HOW?
ACT AS:
team player
effective communicator
adaptable to change
positive/flexible attitude
continuous learner
self-confident
willing to take risks
committed to personal excellence
SIMPLE FORMULA IS :

Soft skills Hard skills

Task achieved Attitude

Values
 TIPS TO SUCCESS
TELEPHONE ETIQUETTES
Answer the phone promptly
Identify yourself and the library
Speak clearly
Ask for caller’s name
Listen without interrupting
If you don’t know the answer to the
question, find someone who does, don't
guess