Introduction

Soft skills are defined as the personal attributes that enable us to interact effectively and harmoniously with other people.

Ok… I know what you’re possibly thinking, but dwell on this for a moment…

73% of all terminations are due to the associate’s lack of soft skills. Yep, we hire individuals based on their technical skills and experience, and we then fire them because they don’t know how interact with others! We can address this dichotomy by perpetually developing our soft skills.

The following program is intended to do just that, provide you with the framework to develop your soft skills. However, just like any other course the lessons learned in this program need to be applied in real-world applications and consistently practiced. Therefore, after completing the e-Lessons below, make sure you perform the documented exercises as well.

PLEASE NOTE:

Prior to completing any of the following e-Lessons, please print and refer to the course transcript (bottom of page) to supplement your notes.

Online e-Lessons

1.    Communication Basics 10.1

Please complete the e-Lesson Communication Basics 10.1 where you will learn how to:

• Create a professional presence

• Read and apply appropriate body language

• Utilize appropriate verbal skills

Upon completion of this module please discuss with your supervisors the lessons learned and what you will adopt to enhance your professional presence.

2.    Communication Basics 11.1

Please complete the e-Lesson Communication Basics 11.1 where you will learn how to:

• Develop effective writing skills

• Apply proper email etiquette

Upon completion of this module, utilize the lessons learned in this course to draft a professional mail message to your supervisor that outlines a progress report as it relates to your current workload.

3.    Communication Basics 13.1 – Interpersonal Skills

Please complete the e-Lesson Communication Basics 13.1 – Interpersonal Skills where you will learn how to:

• Create and deliver a message that isn’t misinterpreted

• Solicit feedback

• Apply active listening skills

Upon completion of this module have a discussion with your supervisor utilizing the lessons learned in this module to discuss your current proficiencies and professional goals.

4.    Critical Thinking 10.1

Please complete the e-Lesson Critical Thinking 10.1 where you will learn how to implement the T.E.S.T. Critical Thinking Model to address and solve any issue or problem.

Upon completion of this module, apply the T.E.S.T. Critical Thinking Model to resolve a current issue on the job and discuss the solution with your supervisor.

5.    Critical Conversations & DISC 10.1

Please complete the e-Lesson Critical Conversations and DISC 10.1 where you will learn how to:

• Identify and understanding your most dominate personality type

• Communicate more effectively with other personality types

• Influence high stake conversations with a better understanding your personality type and those who you're communicating with

Upon completion of this module, Training & Development will send you logon information to complete the actual DISC Personality Assessment. The results of the assessment will be discussed with you during the branch workshop (refer to page 5, part 3.) In the interim, ask yourself:

1. What is your perceived (most dominate) personality type?

2. What is your most challenging internal and external customers’ personality type?

3. With a better understanding of your personality type and that of you internal and external customer, how could you improve future interactions with them?