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  1. 1. Submitted by, RENJU S RAJAN NO: 7 ENGLISH
  2. 2. 2 SOFT SKILLS TRAINING CENTRES
  3. 3. 3 INTRODUCTION Soft skills are personal attributes that enhance an individual's interactions, career prospects and job performance. Unlike hard skills, which tend to be specific to a certain type of task or activity, soft skills are broadly applicable across job titles.Soft skills is a catch-all term referring to various behaviors that help people work and socialize well with others. In short, they are the good manners and personality traits needed to get along with others and build positive relationships. Unlike hard skills, which include a person's technical skill set and ability to perform certain functional tasks, soft skills are broadly applicable across job titles and industries. It's often said that hard skills will get you an interview but you need soft skills to get and keep the job. Soft skills is a term often associated with a person's EQ (Emotional Intelligence Quotient) the cluster of personality traits, social graces, communication language,personal habits, interpersonal skills, managing people, leadership, etc. that characterize relationships with other people. Soft skills contrast to hard skills, which are generally easily quantifiable and measurable (e.g. software knowledge, basic plumbing skills). A person's soft skill EQ is an important part of their individual contribution to the success of an organization. Particularly those organizations dealing with customers face-to-face are generally more successful, if they train their staff to use these skills. Screening or training for personal habits or traits such as dependability and conscientiousness can yield significant return on investment for an organization. For this reason, soft skills are increasingly sought out by employers in addition to standard qualifications. SOFT SKILLS TRAINING In the current scenario of global competition, organizations have realized the role of ‘soft skills training’ in development and growth of their business. To enhance professionalism among employees and represent the brand effectively in the market, ‘soft skills training’ has been identified as the key factor. Today, most of the organizations have identified ‘soft skills training’ and integrated the same while imparting training to their employees which in turn generates a higher degree of loyalty and employee retention.
  4. 4. 4 Training in the areas such as Communication skills, Email etiquette, telephone etiquette, listening skills transform the employees and inculcate an attitude that is required to represent the organization to the global business world. SOFT SKILLS TRAINING CENTRES All training programmes aim at updating knowledge and skill with a view to enable the participant to deliver quality service in the area of operation. 1. MMM TRAINING SOLUTIONS
  5. 5. 5 This soft skills training centre is located at Chennai.The training programs of MMM Training Solutions encompass a wide range of skills that are an integral and necessary part of everyday business.  Their client list is a testament to the work that they do  All their trainers have extensive business as well as training experience. This equips them to convert concepts into relevant and applicable learning in the workplace  Their training is 85% experiential based on the Adult Learning Principles  Because of their extensive exposure they are aware of the most recent developments in the industry which is applied in our training programs  Every program is customized based on the following: o The profile of the participants o The objective of the program o The products/services of the organization  The organization is lead by expert who have a thorough understanding of the Training and Development industry. MMM’s Key Services:  Soft Skills Training  Leadership Development  Executive Coaching  Training Need Analysis  Facilitating the creation/refinement of Mission and Vision Statements MMM’s Training Methods:  Role Plays  Group Discussions  Videos  Audio / Music Based Activities  Group Games  Power Point Aided Facilitation  Questionnaires 2. IIMPT IIMPT stands for Indian Institute of Mind Power Training. It is a training and development
  6. 6. 6 Organization based in Bangalore, India. IIMPT’s Logo: Significance of Colors in the Logo, comprises their Value: Red: Attention, Strength Yellow: Versatile, Optimism, Confidence Green: Balance, Stability Pink: Compassion, Empathy Blue: Trust, Efficiency Orange: Energetic, Optimistic Purple: Wisdom, Vision Mission:  To be the first choice for delivering Soft Skills, NLP and Life Coach Trainings.  To provide Soft Skills, NLP and Life Coach Training of exceptional quality, and impactful learning. Vision: To be a globally recognized institute for offering world class training and coaching for self- development and transformation. Values:
  7. 7. 7  Openness, transparency, accountability and integrity in everything we do and the way we do things.  We strive towards Excellence in offering training and coaching.  We always thrive in leading and learning . Objective:They are in the business of Creating World Class Trainers and Coaches. 3. MIDAS SOFT SKILLS This soft skill training centre is located at Chennai.They are born out of an enduring sense of passion and professionalism with an unstoppable goal of moulding the landscape of the services that they are experts in. So it is indeed accurate to define them as being “passionately professional and professionally passionate about what they do and how they do it. Mission: To be partners for success with their clients and other organisations and individuals who share their values and zeal to explore opportunity and avenues for mutual progression. Vision: To work passionately, professionally and progressively with their current and future clients by developing,strengthening and fostering win-win associations and partnerships always with the ingrained objective of providing their training and other services to the highest standards of content and delivery.
  8. 8. 8 Values: .Quality and excellence .Honesty and integrity .Customer centricity .Working towards a win-win situation .Practicality and flexibility .Adaptability and innovation 4. LET’S TALK Lets Talk is one of the fastest growing and highly profitable Training & Recruitment Company from India.LET’S TALK has introduced a range of programs to enhance English communication skills for Individual. 'LET’S TALK' English training programs are designed to help ‘ working executives , college students school students & House wives’ move beyond the rules of grammar and talk smart. People with poor English Speaking Abilities, who wish to move ahead in life, will benefit the most from these English Proficiency Programs.Let’s Talk Institute focuses on training and development with a holistic approach and customizes training programs as per their client’s requirements. 5. IPSSR Pvt Ltd This soft skill training centre is located at New Delhi.IPSSR was started in the Year 2000
  9. 9. 9 By Dr. Kapil Kakar (Trainer, Psychologist, Counselor, Author) with a dream of bringing about perceived changes in the attitude and behavior of the employees. They have some of the major corporate like TV 18, CNN/IBN, Samsung, Tata Chemicals, Indian Oil, State Trading Corporation of India, Life Insurance of India, NSIC, MMTC Border Security Force, as our clients today. IPSSR have trained more than 50,000 executives till date and have been invited time and again by the same client and they continue to serve them wholeheartedly. Corporate training conducted by us in the field of soft skills, Team Building, Behavioral, Stress Management, Selling Skills, Customer Orientation etc has been found to be quite effective, motivating us further to do lot of research and development in the said fields under the guidance and leadership of Dr. Kapil Kakar. Soft Skill training improves the Quality of Work Life of employees, thereby raising their levels of productivity and satisfaction.Since Soft Skills have become indispensable to any organization in this democratic setup where every individual has his own set of emotions and unique behavior, IPSSR Pvt Ltd have various soft skills training modules. These modules help in bringing desired changes in the employees and making them more sensitive to each other thereby working as a unit. SOFT SKILLS TRAINING MODULES OFFERED BY SOFT SKILLS TRAINING CENTRES
  10. 10. 10 1. COMMUNICATION SKILLS Communication is at heart of everything we do in business, yet poor communication is a huge problem for business and individuals causing low morale, poor performance and high staff turn over. Most of the communication happens by accident, with wrong messages coming across. If our organization wants to be successful in business, it is worth training the staff to communicate efficiently. The communication skills training aims to build : Firm foundations : Enhances the essentials of communication one can take in any situation. Body basics : Enhances non verbal communication Team Talk : Enhances the run-down on communicating with colleagues, superiors and clients. Making most of the meetings : Helps individual to develop communication strategies for a meeting or presentation. Selling successfully : Develops an individual on how to communicate effectively with clients. Ditching the difficulties : Enhances an individual to deal with difficult situations.
  11. 11. 11 2. PERSONALITY DEVELOPMENT Personality development training results in ongoing personal development - a key skill in leadership.Mindset is a fixed mental attitude or disposition that predetermines a person's responses to and interpretations of situations.This reaction to our circumstances is usually acquired at a very young age and can last a lifetime. However, it can also be transformed if a conscious decision is made to embrace a more positive mindset. It is important to understand that we can only perform up to our belief system and never beyond it. In order to perform to our fullest potential we need to understand our interferences or barriers that prevent us from doing so. Hence any development is impeded if our belief structure is not changed. Personality development courses that ignore the difficult component of shifting mindsets will lack the deep impact that is necessary for change to sustain. 3. SALES AND MARKETING TRAINING Although the definition of a sale is simple enough, the process of turning a prospect into a customer can be very complex process one needs to master. Effective and high performance selling is important to the success of almost every kind of business. It requires one to convince someone, that there is something for them in making their decision to make a purchase by spending some of their hard-earned money. The Sales and Marketing module will give participants a basic sales process, plus some basic sales tools, that they can use to seal the deal, no matter what the size of the sale. The participants will become more confident, handle objections, and learning how to be a great closer. Apart from selling successfully, this module will help participants to organize themselves, understanding and working with customer needs, to build essential skills such as presenting and negotiating. The key components of this module are as follows : Common sales approaches and types of sale
  12. 12. 12 Performing customer need analysis Basic opening for cold calls How to answer the burning questions that every customer asks How to deal with common objections Sealing the deal – powerful closing techniques Thank you notes and staying in touch with customers Resolving customer issues without losing one Setting your sales goals Managing customer data efficiently with technology 4. CREATIVITY TRAINING Creativity and Innovation is a key competency that keeps us ahead of the competition. When providing leadership training, creativity training and problem solving training are identified as the key programs. Creative Thinking skills help us in approaching any situation systematically and is a catalyst for new thinking in process, product and problem solving. Our creativity training program gives participants the tools they need to find profound solutions to stubborn problems and roadblocks that they encounter. 5. CUSTOMER SERVICE Today how our organization delivers our products and services are as important as what they are. Competing goods and services don’t differ greatly from each other, so customers will choose where to shop based on the service they get. Before they consider spending any money, customers will already know whether they trust us and like us. They will have judged what we look like, what we sound like and how responsive we are. The only way to create customer satisfaction is to under promise and over deliver. It is the internal customers of an organisation that strive to provide satisfaction to their external customers. Following are the key components of this module :
  13. 13. 13  Understanding what are customers and customer service  Establishing the positive attitude - Appearance, power smile, staying Energized  Identifying and addressing customer needs  Generating return business  Turning difficult customers around  In-Person customer Service  Delivering customer service over the phone  Providing electronic customer service  Recovering difficult customers 6. INTERVIEWING SKILLS TRAINING The Interviewing Skills Training very effectively answers the question, "How to interview?" Today's job market has become very competitive. As representatives of the organization, how can HR professionals choose the most suitable candidate for a job? In other words, what are the interview skills that interviewers need to develop to hire the right candidates? Interviewing Skills Training helps participants to improve their ability to hire the right candidate by using new and innovative interviewing tips. 7. CONFLICT MANAGEMENT TRAINING The Conflict Management Training & Assertiveness Training contain powerful conflict resolution techniques that significantly help to improve workplace conflict resolution. Conflict is the result of people having differing needs, opinions, and expectations. The reality of conflict is that in any human relationship it is inevitable. More importantly, if handled well conflict provides a powerful avenue for significant growth. Hence developing good conflict resolution techniques is very important and essential for career growth and organizational development. 8. MOTIVATION TRAINING Motivation is the product produced through internal or external factors that fuel one's
  14. 14. 14 desire and energy to be committed to a role or job and consistently be focused & driven towards achieving set goals. Training on Motivation improves motivational levels in the employees that boosts personal and professional performance. It helps employees connect better and establish successful working relationships; thus contributing to the success of an organization. Motivational Training for managers and leaders are essential for sustained organizational performance. It is important for leaders to know how to inspire and motivate the team when required. By being better coaches and trainers to their team, the overall work atmosphere would become positive, thereby helping organizations greatly. Though the impact of high motivation is well known, it has been found that a vast portion of the capabilities of employees in an organization is severely underutilized. If businesses or individuals want greater success, then the answer resides within the ability to improve motivation, improve the use of energy and to improve talent. Yet, almost every time, the emphasis is on the technical or the hard skills with little or no focus on training on motivation or the soft skills. 9. NEGOTIATION TRAINING Negotiating Skills is an important competency of a manager. Negotiation is a voluntary attempt through direct dialogue to resolve conflicts that arise from competing needs, interests and goals. Every aspect of doing business with customers, vendors, partners, bosses, and employees involves negotiation strategies. We do it whether we're the buyer or seller of an idea or product. We do it during informal discussions in a hallway or during a project review with several people on each side. Whatever the situation, if have a good understanding of the situation in advance, we will get better results. In short, the art of negotiation is a key life skill. 10. TIME MANAGEMENT Everybody has to manage their time to some extent whether it be at home or at work – or both. The sequence in which one performs tasks on an everyday basis has a profound effect on how much they get out of their life. Most people have the capacity to manage their time better, and doing so makes their working more productive and fulfilling.
  15. 15. 15 This module teaches how one can improve their use of time. This module begins by examining how delegates currently manage their time, and looks at areas that need improvement. There is a saying “Even a world leader only has 24 hrs in a day!” Everyone wants to make the best use of their time, but have limitations. Every individual has a different personality from the other. This module teaches two basic ideas : one is to work efficiently – Second is to see that you have all the systems in place so that things go smoothly, making the best use of the resources available. The key components of this module are :  How different people look at time and what are the mental techniques can one use to increase your productivity.  What stops you from starting a task and how can you overcome it?  Dealing with procrastination.  Setting goals systematically to maximize productivity.  The best way to plan meetings to make the best use of time  The power of saying ‘NO’ – Dealing with interruptions politely and staying in control of time. By the end of this module, participants will be able to:  Control their thoughts with the attitude that they maximize time efficiency  Manage their goals efficiently  Organize their life and free their minds of less important tasks  Respond to and get maximum results  Say 'NO' and to love it 11. STRESS MANAGEMENT Today, we live in a world full of demands, personal and professional. With the increasing demands,meeting deadlines, increasing productivity, achieving targets, facing competition, our lives have become nothing, but more complex. With so much to accomplish keeping
  16. 16. 16 in mind our time constraints, stress is inevitable. The only way to handle a stressful day is to learn how to manage it, this is possible only by acquiring skills on how to handle stress. The stress management course touches on various key aspects such as identifying stress and its causes, approach to stress and dealing with it calmly, changing your attitude and outlook, techniques to overcome stress and working with a positive mind set. At the end of this course, participants will be able to : Understand the causes and dangers of stress Navigate from negativity Maintain productivity at its optimum level Manage time effectively Deal with every situation practically, logically and positively 12. PRESENTATION SKILLS In an organization we need to give, effective presentations. The main purpose as a presenter is to deliver a message which creates an impact on the audience. Presenting is all about having an impact. we want everyone to understand our message and get it to stick to it. This course addresses these concepts using the latest trends in presentation design and delivery. This module covers all of the above areas by using a variety of interactive and practical exercises which prepare the participants for their ultimate presentation. This module focuses on the following components with latest practices in presentation skills especially in business and academic environments.  Creating the presentation with the respective audience in mind.  Choosing the basic and advanced delivery Methods  Verbal & Non-Verbal Communication Skills  Overcoming Nervousness while presenting  Creating Compelling PowerPoint Presentations  Making an engaging story that the audience will remember  Becoming a communicator rather than acting only as a presenter  Keeping the audience out of boredom  How to handle difficult questions from the audience
  17. 17. 17  Making our presentation viral so that our audience will spread our message through word of mouth 13. EMAIL ETIQUETTE A recent study reflected that over 50% of businesses still do not offer any sort of E-mail Etiquette Training to their employees. Many employees, customer service representatives and business owners themselves seem lost when it comes to business e-mail etiquette and proper practices to be followed while emailing. Our employees need to brush up on these issues so that they can communicate with courtesy and clarity. This makes everyone’s job easier! In business, on or off-line, impressions are everything.Off-line we notice what people wear, how they present themselves, the quality of their business cards etc. The very same applies online. As an example, if we e-mail in one liners, do not spell check our email, do not use proper sentence structure or lack basic grammar rules, it will reflect on us and our business. E-mail Etiquette isn’t brain surgery. E-mail Etiquette is simply a set of basic skills that we all need to be aware of and practice to make sure our business thrives both off and online. By the end of this course, participants will learn:  How to make the best use of emails  Email structures to achieve clarity and successful communication  To write for the reader - effective subject lines  Email effectiveness – Managing recipients and messages  Perfect grammar because it matters  Format messages for readability  Learn to write professionally and brand Broadcast emails  Learn to avoid senders regret by proof reading  Understand 'netiquette'  Master the inbox using some core principles and email functions  Attaching files to an e-mail Vs web links  Email policies – Forwards, viruses, disclaimers  Email effectiveness – Managing recipients and messages 14. TELEPHONE ETIQUETTE
  18. 18. 18 The world has become more compact with the growing use of a telephone. Today, most of the products and services are just a tinkle away. As a lot of business deals take place over phone calls, it is essential to follow certain telephone etiquette as we no longer enjoy the benefits of understanding our customers through their facial expressions and body language. To achieve credibility over a call, it is imperative to communicate in an effective and a professional manner. This course imparts practical training through role plays and mock calls. The candidates are trained and assessed on how to make and handle calls, put a customer on hold, handle an irate customer patiently, ending a call, using the correct tone, use of courteous words and maintaining energy levels throughout the call. At the end of this course, a candidate will be able to :  Understand the call structure  Extract information from customers without annoying them  Listen and analyze customer’s needs  Handle complicated situations efficiently  Deal with different types of callers assertively  Leave a positive and lasting impression in the mind of customers 15. BUSINESS ETIQUETTE This course examines the basics, most importantly to be considerate of others, dress/appearance, the workplace versus social situations, business meetings, proper introductions and 'the handshake', conversation skills/small talk, cultural differences affecting international business opportunities, dealing with interruptions, and proper business email and telephone etiquette. Have you ever been in a situation where:  You met someone important and had no idea what to say or do?  You spilled soup all over yourself at an important business event?  You showed up at an important meeting under or overdressed?
  19. 19. 19 We've all had those embarrassing etiquette gaffes. The Business Etiquette will help the participants look and sound their best no matter what the situation. By the end of this course, participants will learn:  What is a etiquette and how to practice one.  The rules for Business emails and telephone calls  Effective introduction and making the first great impression  Meeting and greeting – the four level conversation  Dining in style - Sticky Situations and Possible Solution  Dressing for Success – Meaning of colors 16. TRAIN THE TRAINER Delivering a training course requires expertise in the domain. A trainer must know the subject well, be able to communicate well, know how training works, have a high level of empathy to understand what participants are expecting from the training and be able to show enthusiasm about the content. The skills required to train individuals can be mastered with correct training. Trainers must feel confident about the domain they are training on and should be confident enough to deliver and match the expectations of the participants. Don’t we remember a good teacher from our school or college days even after so many years, the same applies to the corporate training world, all we need to have the required delivery skills to leave an impact on our participants to remember. However this does not happen, most people go through different training programs and when it comes to deliver one, they simply copy what was used on them and end up giving a lecture, since training is different from lecturing. A important skill a trainer must aquire is distinction – which can only be acquired through practice and persistence. This module trains the trainer to acquire all the required skills to design and deliver an effective training session keeping in mind the participants learning pattern. This module is designed to take place over a period of 55 hrs to suit the trainers needs and time available for training. To Train the Trainer course prepares participants to deliver outstanding training sessions
  20. 20. 20 regardless of the topic. Participants who go through this course can easily pick up the required delivery skills and would know how best to present it best. The key components of this training module are :  Understanding how learning works  Different Instructional methods  Learning to teach by examples  Designing and sequencing the content  Balancing the delivery of the content  Delivering the information to increase memory retention and learning  Enhancing training with games, simulations, case studies and role plays  Delivering using effective verbal communication skills  confidence and using correct body language  Handling questions and questioning strategies  Delivery tools – Multimedia projectors, AV equipments  PowerPoint slides development  Feedback process and certification CONCLUSION In today’s era organization realize that while people need to be qualified to do their jobs, there is a range of less-measurable skills that are just as important to workplace success. Known as Soft Skills these include attitudes, behaviours and interpersonal skills. Today, employers crave managers with the critical soft skills. These skills tend to be more generic in nature. In other words, these are skills key to effective performance across all job categories. And these Soft Skills have come to play an even more crucial role in management positions in today’s environment. As the world has changed and the nature of work has changed, the skill set required of managers has changed.
  21. 21. 21 In the last few years, survey after survey has been conducted in businesses. Employers have been asked the skills they want to see in their employees. Time after time the results remain consistent. The Soft Skills are in demand.Placing Soft Skills high on our list of business priorities could be just the thing to see our company succeed. REFERENCES • https://en.wikipedia.org/wiki/Life_skills • https://www.barclayslifeskills.com/ • Enhancing Soft Skills by Dipali Biswas .................................................................................................................................

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