Consultancy & Soft Skills PDF

CONSULTANCY & SOFT SKILLS SKILLS: DEFINITION SOFT SKILLS (WORKPLACE SKILLS): The ability to do something well (Oxford learning dictionaries) Soft skills are defined “as one of the people factors that are key...

CONSULTANCY & SOFT SKILLS SKILLS: DEFINITION SOFT SKILLS (WORKPLACE SKILLS): The ability to do something well (Oxford learning dictionaries) Soft skills are defined “as one of the people factors that are key for achieving organizational development and effectiveness” BUSINESS SKILLS (Krawczyk-Sokolowska et al. 2019). Business skills are essential abilities that ensure a business Soft skills are hard to observe, quantify, or measure. operates efficiently and continues to grow. These skills are broadly They are typically associated with behaviors and personality traits of an categorized into Hard Skills (Technical Skills) and Soft Skills individual. (Workplace Skills). Both are complementary, and a balance of the Soft skills are not closely associated with a specific program of two is critical for professional success. study or career field. THE COMBINATION OF THE TWO IN AN INDIVIDUAL They are applicable to all workplaces or careers and can “transfer” across CREATES THE PERSONAL SKILL SET all disciplines; so often soft skills are referred to as “transferable skills”. HARD SKILLS: Hard skills, also known as technical skills, represent the specific, They are the Non-Technical Skills necessary for success in the teachable abilities required to perform particular tasks effectively. workplace. These skills are typically acquired through formal education, Workplace skills relate to how you work and tend to be structured training programs, online courses, or on-the-job experience. described qualitatively. These are the attributes that make you a good Hard skills are learnable. employee, colleague, and overall human regardless of your job title. Hard skills are generally listed in the job postings or job Soft skills are relevant to a wide range of professions. They can descriptions. (Employers often include hard skills as mandatory be defined as character traits and interpersonal skills that determine our requirements in job postings.) relationships with others, and as such, they are often referred to as Hard skills are closely associated with a specific program of study or “people skills”. career field; so often hard skills are referred to as “Discipline Related” Soft skills are developed on an ongoing basis, with existing skills or “Content Specific” skills. enhanced (and new ones acquired) through focused training, coaching, and They are the Technical Skills necessary for success in the hands-on experience. workplace. Such as pharmacy skills, biology skills, architecture skills, Soft skills are somewhat difficult to quantify and relate to computer skills, math skills, therapeutic skills, teaching skills, graphic design skills, someone's personality and ability to work with others. They may be easy to observe, quantify, and measure. Typically, there Soft skills help in capitalizing on your potential and help you is a direct path as to how one would excel at each hard skill. A person stand out. may take accounting courses, then take advanced accounting courses, Without appropriate soft skills, you cannot put your hard skills to use in then work to get experience, then take an exam to become a CPA collaborative working environments. (certified public accountant). Hard skills are often consistent regardless of which Soft skills are crucial for you to navigate in the working company you work for, what circumstances you may be in, or who environment & Soft skills provide career longevity you work with. Examples: Examples: Leadership Flexibility Analytical Skills: Data collection, data analysis, reporting, summarizing, data visualization. Emotional intelligence Problem solving Sales Skills: communications Product knowledge, sales presentations, active listening, conflict Cultural intelligence management, client engagement. Negotiations Creativity Marketing Skills: Time management SEO, social media marketing, content management systems. Cross cultural management Team building Technological Skills: Machine learning, natural language processing, HTML, CSS, Python, Adaptability Interpersonal relationships blockchain. Computer Skills: Microsoft Office, diagnostics, word processing, virtual communication tools (e.g., Zoom, Slack). Finance Skills: BODY LANGUAGE INTERVIEW TECHNIQUE Financial modeling, cost analysis, forecasting, risk assessment. 1. Make sure to maintain positive EYE CONTACT with interviewer 2. Sit upright in the interview chair! DO NOT SLOUCH Project Management Skills: 3. Use your HANDS periodically during the interview to accentuate a specific Project planning, scheduling, delegating, goal setting, project control. point. Language Skills: 4. DO NOT touch your face during the interview! Spanish, German, French, Arabic, Chinese. 5. Make sure you SMILE 6. Make sure you LISTEN WHY DO THEY MATTER? 7. Use your HEAD! 8. Make sure you DRESS to IMPRESS! Hard skills are the foundation of professional expertise. They enable individuals to perform their roles effectively, contribute to organizational goals, and remain competitive in a rapidly evolving job market. To succeed, professionals must continuously update and refine their hard skills, aligning them with industry trends and technological advancements.  WHO IS AN ENTREPRENEUR? Cognitive motivation An entrepreneur is an individual that sees opportunities that Cognition = the process of thought others do not, believes in the offering and then marshals the Individuals high in need for cognition (thinking) tend to seek, acquire, think, resources to exploit it. and reflect on relevant information. Entrepreneurs are those persons (business owners) who seek to Individuals low in need for cognition tend to rely on experience, generate value, through the creation or expansion of assumptions, and luck. economic activity, by identifying and exploiting new products, Tolerance for ambiguity processes or markets. Defined as the tendency to perceive ambiguous situations as CONCEIVES OPPORTUNITIES, BELIEVES IT AND ACHIEVES IT! desirable rather than threatening Necessary factor for entrepreneurs based on dynamic nature of ENTREPRENEURIAL MINDSET: markets and competition Important to be able to make complex decisions quickly with limited Individualism information Willingness, and often a preference, to go against the norm Results in entrepreneurs needing less support or approval from others Flexibility High individualism is associated with an emphasis on individual initiative and achievement. Flexibility is typically agility, adaptability, and the ability to respond to change. Creativity Successful entrepreneurs understand that the world and the environment in Creativity is defined as: curiosity, ingenuity, imagination or vision which they operate are constantly changing. While they must focus on the end Creativity helps entrepreneurs to solve problems in new ways game, they must adapt their strategies and offerings to meet changing market and come up with original ideas for products or services. conditions: digitalization, sustainability, crisis. Control Belief that a person can or cannot control their own destiny ENTREPRENEURIAL BEHAVIOR: and influence outcomes Confidence Focus helps them believe in their own Confidence is a key trait for entrepreneurs, as it Attention + commitment abilities to navigate the challenges of starting and running a Leads select individuals to react and to become successful entrepreneurs business. To improve focus, set S.M.A.R.T. goals Entrepreneurs need to trust themselves, but this confidence should be S - Specific (or Significant) tempered by a realistic understanding of the tasks at hand. Being M - Measurable (or Meaningful) overly confident or ignoring the complexity of tasks can lead to mistakes, A - Attainable (or Action-Oriented) Entrepreneurs may often face situations where they need to go against popular opinion or R- Relevant (or Rewarding) disregard advice from friends and family. Taking risks and making independent decisions T - Time-bound (or Trackable) may lead to success, but without confidence, doubt can creep in, which may not only affect the entrepreneur's own belief but also create doubt among their team, investors, and Optimism customers. Leads entrepreneurs to frequently make judgments on subjective Interpersonal Relationship Skills positive factors Tendency to overlook critical elements and An entrepreneur's ability to build strong relationships plays a significant role in discount uncertainties! their success. Likeability, communication, and the ability to connect Excessive optimism can lead to high levels of risk acceptance and loss with people help entrepreneurs network and build valuable WHILE connections. Interpersonal skills can help entrepreneurs forge relationships that extend beyond just direct Moderate optimism to improve success = Objectively evaluate the contacts, as these relationships can connect them to a wider network of opportunities. strengths and weaknesses of your solution, and examine FOR SOME THEY CAN BE MORE DIFFICULT TO BUILT DUE THEIR PERSONALITY, potential problem areas HOWEVER: Gather information from potential customers, experts, knowledge Building trust, understanding, and rapport with others is essential, friends and family, etc. as it enhances collaboration and cooperation with colleagues, Validate your beliefs and/or challenge your assumptions partners, and clients. Social Capital (Part 1) ENTREPRENEURIAL MOTIVATION: Refers to the value derived from personal and professional networks (the people you know and the people they know.) This network Self –Efficacy acts as a resource pool, providing access to information, support, Defined as your belief in your ability to accomplish a specific and opportunities. The larger and more varied your network, the more task. resources and opportunities you have at your disposal, such as expert advice, partnerships, and investment opportunities. Intersects the entrepreneurial mindset and entrepreneurial motivation Building a strong social capital network is essential Related to control and confidence but tied to a specific task or activity People with rich social capital tend to be better informed, as they can tap into APPROACHES TO IMPROVING SELF-EFFICACY a diverse set of resources for information and advice. They are also more Mastery creative because they have access to different perspectives and ideas. Experience incremental successes Role modeling Moreover, a strong network enhances efficiency, Observes successes of others that are similar = entrepreneurs can save time by reaching out to people who have the Social persuasion expertise or information they need. A well-established network fosters Verbal encouragement from trusted sources collaboration and cooperation. Psychological cues Having a broad and deep social capital increases the chances of finding Exhibit a positive mood and high energy solutions faster and more effectively.  PROBLEM SOLVING SKILLS Social Capital (Part 2) Research Social capital refers to the resources, opportunities, and A strong problem solver starts by gathering relevant information, allowing support that entrepreneurs can access through their them to gain a deep understanding of the issue at hand. This can involve: networks. These networks can be both personal (friends, family) and Brainstorming with colleagues or team members to gather diverse professional (colleagues, business contacts). insights. The richness of an entrepreneur's social capital depends on three key It encourages individuals or groups to generate a wide range of ideas and factors: potential solutions. = 1. Size of the Network: A large network means more potential Lateral thinking in a safe space, which encourages creative thinking that goes resources, information, and opportunities. beyond the traditional linear approach. 2. Quality of the Network: Having connections with influential Consulting more experienced individuals to leverage their or experienced individuals in relevant fields adds value. expertise and understanding of the problem. 3. Diversity of the Network: A diverse network provides a Using online resources or enrolling in courses to gain new broad range of perspectives, ideas, and solutions. It could knowledge or skills to better assess the situation. include contacts from various industries, backgrounds, and By conducting thorough research, you ensure that you are not just solving geographical locations. surface-level issues but are addressing the root causes of the problem. Risk Tolerance Analysis is a fundamental concept that pertains to an entrepreneur’s disposition and capacity to accept and manage risks Once you've gathered information, the next step is analysis. associated with starting and running a business venture. It This means breaking down the problem to understand it embodies the willingness to undertake uncertainty and thoroughly. Your analytical skills help you: potential loss while pursuing entrepreneurial goals and Identify patterns or common factors contributing to the opportunities issue. Entrepreneurs are not inherently more likely to take risks than non-entrepreneurs, Distinguish between potential solutions and understand which but they tend to perceive risk differently. will be the most effective. Entrepreneurs see opportunity in situations that others might view Evaluate possible outcomes and risks associated with as risky or uncertain. This perception is crucial because risk is subjective: what each potential solution. seems like a threat to one person can be seen as a calculated challenge by another. Entrepreneurs consider the risk-reward balance when making Being able to analyze a situation in depth ensures that the solutions you decisions, weighing the potential benefits of a venture against the develop are based on a sound understanding of the problem, rather than possible downsides. assumptions or incomplete data. Several factors contribute to an entrepreneur’s level of risk tolerance: Decision-making Personality: After analyzing the situation, you must choose the best course of action. Some entrepreneurs have a natural inclination toward risk, Your decision-making process can vary depending on the situation: while others are more risk averse. Those who are comfortable taking If you have industry experience, you may be able to make a risks often view challenges as opportunities for growth, while those quick decision based on prior knowledge. who are more cautious prefer stability and predictability. If you're less experienced, solid research and strong Experience: analytical skills will support your decisions, giving you the confidence to choose wisely. Entrepreneurs who have been in business longer tend to have a higher risk tolerance because they are more familiar with the In some cases, it might be wise to take more time to develop a well- ups and downs of entrepreneurship. thought-out solution or escalate the issue to someone with more expertise. Financial Situation: Personal financial stability plays a major role in an entrepreneur’s Making the right decision at the right time is critical to finding an willingness to take risks. Entrepreneurs with a solid financial effective solution and moving forward. cushion are more likely to take higher risks because they know they have a safety net if things don’t go as planned. Communication Industry: Once you've analyzed the problem and made a decision, communication The level of risk also varies across industries. For instance, becomes key. Problem-solving requires clear and concise technology startups often involve higher risks due to the fast pace of communication to ensure that all stakeholders understand : innovation and intense competition, whereas more traditional industries The problem itself and its implications. like retail may present fewer uncertainties. The solution you’ve developed and how it will be implemented. It’s also important to choose the right communication channels when THE PROBLEM-SOLVING MODEL asking for help or sharing your solution. Learning from mistakes n any problem-solving process, mistakes are inevitable. What matters most is how you respond to them: Instead of being discouraged, view mistakes as learning opportunities. Adjust your strategies based on insights gained from past mistakes, continually improving your problem-solving approach. Critical thinking Questioning assumptions and looking beyond the obvious. & Evaluating evidence and considering multiple perspectives before reaching a conclusion. + Being open to challenging your own ideas and adjusting them based on new information.  CONFIDENCE TIPS TO IMPROVE CONFIDENCE Confidence is the belief in one's abilities, skills, and 1. Build on Past Achievements: judgment. Reflect on past successes to remind yourself of your capabilities. Visualizing future successes can also help set the mindset for confidence. It encompasses themes such as competence, self-worth, self-love, and self-esteem. 2. Build on Your Strengths: Confidence reflects a sense of being capable, skillful, and assured Focus on what you're good at. Identifying and enhancing your strengths will in one's actions and decisions. It can be general, allowing an individual build a sense of mastery and pride. to feel confident across various areas of life, or it can be domain specific. 3. Surround Yourself with Positivity: While confidence focuses on trust in your abilities, self- Being around positive, supportive people can significantly boost your esteem is more about how you value and perceive your confidence. Avoid negative influences that drain your energy or make you doubt worth as a person. Although they are distinct, the two concepts yourself. often overlap and can reinforce each other. Higher self-esteem 4. Set Short and Long-Term Goals: tends to enhance confidence, and vice versa. Achieving both small and larger goals step by step provides a sense of progress and accomplishment, gradually boosting confidence as you see WHY BUILDING CONFIDENCE IS IMPORTANT? your efforts pay off. Increased Happiness: 5. Increase Your Self-Care: Confidence helps align you with your strengths and abilities. Feeling Take care of your physical and mental health. confident in yourself fosters a sense of well-being and positivity, which can increase overall happiness. 6. Focus on Body Language: Your posture and gestures communicate confidence even before you speak. Improved Physical and Mental Health: Standing tall, maintaining eye contact, and using open body language can help Confident people tend to engage in better self-care you feel more self-assured and appear confident to others. practices. This improved self-care (whether through healthier habits, better stress management, or positive self-talk) can enhance both 7. Accept Constructive Criticism: physical and mental health. Learning to accept feedback without taking it personally is crucial for growth. Constructive criticism can provide insights that help you improve and become more confident in your abilities. Higher Rates of Success: Confidence fuels persistence. Confident individuals are more likely to take initiative, seize opportunities, and try again after failures, which often leads to greater success. WHAT IS A PITCH DECK PRESENTATION The pitch deck is condensed presentation in a few slides / videos, aimed Increased Resilience: at focusing on the key issues and selling points , in order to raise Confidence enhances resilience to setbacks and challenges. interest and convince investors to finance the project It allows you to handle stress better and navigate difficult situations, A pitch deck is usually a 10-12 slide presentation deck designed to give a short leading to a more adaptable and emotionally strong mindset. summary of your company, your business plan, and your startup vision. Easier Life Transitions: Life is full of changes, and confidence makes transitions (such as changing jobs, moving cities, or shifting life goals) easier. A strong sense of self-assurance helps you face challenges with a clear, focused approach. TYPES OF CONFIDENCE Low Self-Confidence: People with low self-confidence tend to rely on the opinions of others to guide their actions and decisions. They often stay in their comfort zones, avoiding risks for fear of failure or rejection. This can lead to missed opportunities and a lack of personal growth. WHAT IS AN ELEVATOR PITCH? An elevator pitch is a brief (think 60 seconds!) Optimal Self-Confidence: way of introducing This is the ideal level of confidence (trusting yourself and your yourself, getting across decisions without being arrogant.) a key point or two, and Individuals with optimal self-confidence make decisions with clarity making a connection and conviction. with someone. They have the courage to act on their beliefs, maintaining a It’s called an elevator balance of humility and assurance. pitch because it takes roughly the amount of time you’d spend riding an Over-Confidence: elevator with someone An elevator pitch is Over-confidence occurs when individuals overestimate their further concentrated of the abilities or underestimate challenges. pitch deck It leads to unrealistic expectations and can result in poor decision- Every business owner making due to a lack of self-awareness. should have an elevator Over-confidence can sometimes result in failure when speech at the tip of her individuals misjudge situations, believing they have more control than tongue, ready for any and they actually do. every occasion. Every business owner should have an elevator speech at the tip of her ANALYSIS OF A NEGOTIATION: tongue, ready for any and every occasion. Negotiation analysis involves a structured evaluation of the goals, Elevator pitches are handy to have in mind any time you’re at an priorities, and alternatives available to each party. event where you might meet prospective job or networking connections 1. Goal Identification An elevator pitch should be enough to explain your startup The primary goal in any negotiation is the overarching objective a party seeks to idea and leave the investor curious for more. achieve. Goals in negotiation are often multi-dimensional and include both explicit INTRO- 10S (financial gain) and implicit (timing, convenience) objectives. Clear goal Write a brief list of ways you describe yourself. definition helps prioritize critical issues during negotiation. Try to create a tailored list, appropriate to the audience you expect to be 2. Key Issues addressing. (who are you?) Issues are the specific points or factors under negotiation. Understanding focus on items such as your (proposed) concentration at the event, co- their importance allows negotiators to differentiate between must-haves and curricular activities you participate in, your hometown. (little trade-offs. (SPECIFIC INTERESTS RELATED TO THE TIMING OF background) THE AGREEMENT FOR EXAMPLE) Explain or provide context (extra contact) EX: My name is John, I’m a MIBER from Pavia, planning to launch my 3. Best Alternative to a Negotiated Agreement (BATNA) start-up in food industry. I’m also a tutor for the Marketing course at BATNA refers to the best course of action a negotiator can take if UNIPV- Italy an agreement cannot be reached. It serves as a benchmark to evaluate offers. PROBLEM- 15S Try to sell the importance of the problem. A strong BATNA provides leverage in negotiations, while a weak BATNA Note that not all audience are aware of what you are proposing. You increases vulnerability. need to make sure to address/explain the problem / industry specific, 4. Reservation Price Don’t use very technical language The reservation price is the lowest acceptable outcome a SOLUTION-25S negotiator is willing to accept before walking away. You need to sell the solution of the problem Maybe you may come with some solutions that never been thought 5. Most Likely Price of The most likely price is the anticipated realistic outcome based on Sell your solution in simple and clear way to be understood market conditions and both parties’ positions. ASK-10S 6. Stretch Goal It’s important to end by asking a question. The question might be as The stretch goal is the optimal or aspirational outcome a negotiator simple as a request for advice or sharing information. It might hopes to achieve if conditions are favorable. also include a request to keep connected. Sometimes it’s helpful to include context on why you attended this event. While ambitious, the stretch goal sets a high anchor point during the negotiation and can potentially influence the final agreement. EX: Would you mind if I follow up with an email to ask you for your advice? / Could you tell me about how you decided to pursue a career as SHOULD I USE AN AGENT TO NEGOTIATE FOR ME an entrepreneur/investor? When deciding whether to hire an agent for a negotiation, several critical factors Close in a very pleased way! must be carefully considered to ensure the best possible outcome. One key question is whether the agent possesses superior negotiation skills, honed through experience and specialized knowledge, that could NEGOTIATION provide a strategic advantage. A business negotiation is a structured process where two or Expertise often plays a decisive role, especially in negotiations involving more parties (each with their own goals, needs, and perspectives) technical or highly specialized matters, such as legal contracts or professional come together to find common ground and reach an sports agreements, where a deep understanding of the subject matter is agreement. essential. The objective is to address a shared concern, resolve potential conflicts, and exchange value, such as goods, services, or terms of Additionally, the time available to invest in the negotiation is another important cooperation. consideration. If personal time constraints prevent adequate preparation and engagement, delegating the task to an Effective negotiation is a collaborative approach to settling experienced agent might be the most efficient choice. differences without resorting to unnecessary conflict or confrontation. It involves discussion, compromise, and strategic The nature of the relationship with the other party also carries communication to achieve an outcome that is acceptable to all involved weight whether the negotiation is cross-cultural, transactional, ongoing, or parties. emotionally charged could influence whether an intermediary would help Key aspects of effective negotiation include: maintain professionalism and objectivity. Understanding Goals: Each party seeks to achieve the best possible outcome for themselves or the organization they Culture can influence negotiations. represent. Therefore: Be sensitive to culture but don’t stereotype Clear Communication: Open and transparent dialogue is essential to avoid misunderstandings. Problem-Solving Approach: Instead of focusing on positions, negotiators focus on finding mutually beneficial solutions. The process is not about prevailing or losing but about finding an agreement that satisfies the essential needs of all sides. (arriving to a win / win scenario). SHOULD I NEGOTIATE? In making a decision about whether to negotiate, consider your feelings about negotiating as well as the potential risks and rewards  HANDLING DIFFICULT SITUATIONS AND CONFLICTS WITH SOFT SKILLS Conflict resolution Utilize active listening, empathy, and problem-solving skills to de- escalate tense situations, address underlying concerns, and find mutually acceptable resolutions. Adaptability Remain flexible and open-minded, adjusting your approach as INTERNATIONAL NEGOTIATION PROCESS needed to navigate challenging circumstances and find creative solutions. Assertiveness Confidently communicate your position and needs, while still maintaining a collaborative and respectful tone to avoid confrontation. Persistence Maintain a constructive and determined attitude, continuing to explore alternatives and find ways to move the negotiation forward, even in the face of obstacles. Integrity Stage 1: Preparation Uphold honesty, transparency, and fairness in all negotiations, Preparation is a critical phase for building credibility and ensuring smooth even when under pressure. negotiations. First, identifying a local intermediary or sponsor is Respect essential, as they can provide valuable insights, connections, Treat the other party with dignity, consideration, and an open and credibility through their established relationships. mind, regardless of power dynamics. Meetings should be scheduled at least three to four weeks in advance Collaboration to respect the local business culture and demonstrate commitment. Seek mutually beneficial outcomes and work together to find creative When entering negotiations, the focus should be on establishing solutions that address both parties' interests. long-term benefits rather than short-term gains. Professionalism Demonstrating expertise and professionalism is also crucial to Maintain composure, stay focused on the task at hand, and avoid gaining the confidence personal attacks or underhanded tactics. Understanding and respecting local traditions is another cornerstone of preparation. This includes not only knowledge of social customs but also COMMUNICATION awareness of key national policies. Communication is the process by which people transmit information, share verbal and non-verbal messages, and create meaning with Stage 2: Face to face each other. The negotiator needs to have the decision-making power. Establishing trust is central to successful negotiations. Effective negotiators should also develop cultural skills by understanding local language and customs. A composed and respectful demeanor fosters goodwill and helps create a win-win outcome where both sides feel valued. Stage 3: Negotiation Tactics Effective negotiation tactics rely on professional conduct, clear communication, and non-verbal awareness. Punctuality and impeccable appearance are essential. Exchanging business cards respectfully and engaging in small talk about personal topics, while always accepting tea, help build rapport and NON-VERBAL COMUNICATION trust. Non-verbal communication refers to the process of conveying a During discussions, communication should be clear, slow, and message without the use of words. Research suggests that 70-90% of simple, with a focus on active listening and emotional appeals communication is non-verbal, highlighting its crucial role over rigid logic. Offering small gifts fosters goodwill, while avoiding confrontation ensures dignity and prevents loss of face. Non-Verbal Communication Non-verbal cues, such as eye contact, body language, and Enhances message delivery: It helps convey emotions, physical gestures, play a critical role. intentions, and emphasis more effectively. Facilitates interpretation: It enables better understanding of Respecting these cultural norms ensures smoother others' feelings, attitudes, and responses. negotiations and stronger relationships. TYPES OF NON-VERBAL COMMUNICATION STAGE 3: Post-Negotiation If possible, try to write a clear and simple agreement (Avoid 1. Kinesics (Body Language) long and complex sentences) Kinesics refers to communication through body movements, Consult a local legal before signing a contract, but never bring your attorney to the negotiation table. That`s a sign of mistrust! gestures, and facial expressions. It includes: Facial expressions: Convey emotions like happiness, sadness, anger, or surprise. Gestures: Movements of hands, arms, or other parts of the body. Posture: Reflects confidence, openness, or defensiveness. Eye contact: Signals interest, attention, or dominance.  3. KEEP IT SHORT 2. Paralanguage Long emails are less likely to be read thoroughly. Concise Paralanguage involves the vocal elements of communication that communication respects the recipient's time and ensures clarity. accompany speech, such as: Tone, pitch, and volume: Affect the emotional impact of a message. 4. DON’T MUDDLE CONTENT Tempo (speech speed): Can indicate urgency, hesitation, or calmness. Each email should focus on one topic. Mixing unrelated content makes it difficult to search and reduces clarity. In writing: Emphasis can be shown through bold text, CAPITAL LETTERS, or highlighting. 5. BE COLLEGIAL A friendly opening sets a positive tone for communication and 3. Haptics (Touch Communication) fosters better relationships. Haptics refers to communication through physical touch. It can 6. WATCH YOUR TONE convey intimacy, reassurance, or control. Email tone is often misinterpreted. Careful wording avoids unintended Examples include holding someone's hand or placing a hand on a shoulder. negative perceptions. 4. Proxemics (Use of Space) 7. AVOID TOO MANY EXCLAMATION MARKS AND NO EMOJIS Excessive punctuation or emojis can create ambiguity in tone and appear Proxemics studies how physical space influences communication. unprofessional. It includes: Intimate distance: Within 18 inches – reserved for close relationships. 8. AVOID QUOTES THAT COULD BE OFFENSIVE TO OTHERS Personal distance: For interactions with friends and acquaintances. Quotes should remain neutral and inoffensive to avoid Social distance: Suitable for formal or group interactions. misinterpretation or alienating recipients. Public distance: 12 feet or more – used for public speaking. 9. ALWAYS PROOFREAD YOUR EMAILS Spatial arrangement: Room size, colors, lighting, and office layout can affect Proofreading prevents errors that could undermine professionalism and interactions. credibility. 5. Chronemics (Use of Time) 10. NEVER SEND AN EMAIL WHEN ANGRY OR FRUSTRATED Emotional emails can damage relationships and reputations. Chronemics refers to how time is perceived and managed in Writing in a separate document prevents accidental sending. communication. Punctuality: Reflects respect and professionalism. 11. EMAIL CHAINS Deadline management: Indicates reliability and efficiency. Prolonged email chains can be inefficient. Sometimes a quick phone call resolves issues faster. 12. LEGAL RAMIFICATIONS VERBAL COMUNICATION Emails are permanent records and can have legal Verbal communication also termed oral communication is defined as the consequences. Professionalism and caution are essential to avoid liability transmission of messages, orders, or any suggestions by or misrepresentation. taking the help of spoken words. Verbal or oral communication takes the help of voice or spoken words to exchange ideas. The process of conveying information through verbal VERBAL AND NON-VERBAL COMMUNICATIONS communication is spontaneous and we are unable to remove what we INTERACT TOGETHER uttered once. The mode of verbal communication: 1. Repeating is face-to-face talk, interview, Non-verbal behavior reinforces and mirrors verbal messages to lecture provide clarity and emphasis. speech, Example: Saying "Nice job" while giving a thumbs-up. telephonic call, meeting, 2. Substituting or video conference. Non-verbal cues can replace verbal messages, effectively conveying meaning without words. Example: Giving a high-five instead of saying "Congratulations!" WRITTEN COMMUNICATION written communication is defined as the transmission of message 3. Turn Taking instructions or orders in writing. Non-verbal cues signal conversational turns, ensuring smooth The transmission message is quite slow in written communication. interaction in group or one-on-one settings. Written communication is a formal method of communication Example: Leaning in or making outward gestures to indicate readiness to speak. we have the option to check and edit our message before sending it. 4. Complementing the mode of written communication: Non-verbal communication enhances verbal messages, adding Report, Letter, depth and emotional reinforcement. circular, Example: Discussing team progress while gesturing upward to represent growth. manual, Office memo, 5. Emphasizing bulletin, email, Non-verbal cues accentuate key points in verbal fax. communication, enhancing delivery and retention. Example: Using strong gestures, varying tone, and adding intentional pauses during a HOW TO WRITE A PROPER E-MAIL presentation. 1. SUBJECT LINES ARE IMPORTANT 6. Contradicting Clear and relevant subject lines help recipients quickly identify When non-verbal signals conflict with verbal messages, they the content and purpose of an email. Misleading or vague subject can create confusion or reveal hidden emotions. lines can waste time and reduce efficiency. Example: Saying "I'm fine" while avoiding eye contact or smiling inappropriately. 2. USE BULLET POINTS AND HIGHLIGHT CALL TO ACTION Bullet points improve readability and allow recipients to grasp key information quickly. Highlighting calls to action ensures the recipient understands the next steps.  THREATENING COMMUNICATION Images Visual images can convey complex messages instantly , reinforcing A threatening communication is any message that “implies or the phrase "a picture is worth a thousand words." explicitly states the potential of harm delivered to targets/victims or agents acting on their behalf’’. Infographics Infographics offer complex information or statistics in an easy to- Get Attention: Threats can be used to capture focus and signal digest, impactful way. Charts and graphs help the viewer urgency. comprehend data quickly, in a way that’s much simpler than explaining with words. Send a Message: Communicate that the current situation is Face-to-Face Camera unacceptable. Face-to-camera videos build trust, humanize communication, and establish a personal connection with the audience. Set a Precedent: Establish boundaries and expectations for future behavior. DIFFERENCE BETWEEN HEARING & LISTENING WISE THREATS HEARING Willingness to Follow Through: Only make threats if you're prepared Hearing is the passive act of perceiving sound through the ears. It to act on them. happens naturally and does not require active focus or attention. Credibility: Ensure your threats are believable and actionable. For example, someone might ask, "Did you hear that noise?" or state, "I can’t hear Avoid Self-Harm: Do not make threats that hurt you more than your anything." Similarly, hearing a familiar song may prompt the response, "I have heard that counterpart. song before." Reasonable Demands: Ensure your requests are fair and achievable. Hearing does not demand conscious effort; it is an automatic Consider Interests: Align threats with both sides' underlying interests. sensory experience. Plan Ahead: Avoid emotional, impulsive threats. Frame Positively: Show how compliance benefits the other party. LISTENING Listening is an active process that involves focusing on and SAVE FACE interpreting the sounds and words you hear to derive meaning. Unlike hearing, listening requires concentration and mental Protect Your Face: Avoid irrational or weak threats. engagement to process and understand the information being Protect Their Face: Allow the other side to comply without communicated. losing dignity. For example, someone might ask, "Are you listening to me?" or share, "I love listening to Avoid Reactance and Revenge: Maintain respect to prevent music." In some cases, despite effort, someone might say, "I tried to listen, but I can’t hear anything." backlash. Be Exact: Use clear "If-Then" statements with deadlines and specific Listening is a deliberate action that transforms sound into actions. meaningful communication, requiring both attention and Follow Through: Lack of follow-through damages credibility; acting cognitive processing. on a threat may have costs but preserves authority. VISUAL COMMUNICATION Visual communication is storytelling. it’s how we communicate information and create experiences across a range of visual mediums. It can be found within design, illustration, photography, art and advertising; it could be an image, a quote, a campaign, a film or an animation. Visual communication can be a tool to help people digest complex information quickly and improve user experience without the need for detailed written information. It can break down barriers by transforming challenging language into easily understood visual material Power to Inform and Educate: Visual communication effectively conveys information and simplifies complex ideas. Behavioral Influence: Visual materials can provoke thought, challenge perspectives, and drive behavioral change. Versatility: Visual communication is adaptable to marketing, presentations, onboarding, training, and teaching strategies GIFs = GIFs add humor and lighten the tone, making presentations more engaging and maintaining audience interest. Animation = Animated visuals capture attention more effectively than static images and simplify complex ideas. Posters = Posters can transform lengthy messages into clear, visually appealing content, driving impactful communication. Whiteboard Animation = Whiteboard animations excel at explaining processes, products, or concepts in a clear and engaging way. BARRIERS TO ACTIVE LISTENING: DISTRACTIONS / PREOCCUPATION / TOO FOCUSED ON Screen Recording = Screen recordings provide step-by-step DETAILS / REBUTTAL TENDENCY guidance, making tutorials and platform navigation easier to understand.  EMOTIONAL INTELLIGENCE HOW TO DEVELOP EMOTIONAL INTELLIGENCE SKILLS “Emotional intelligence (EI), also known as Emotional quotient (EQ), is 1. Try Journaling the capability of individuals to recognize their own emotions and Journaling is a reflective practice that helps individuals process their those of others, discern between different feelings and label thoughts, behaviors, and emotional responses. them appropriately, use emotional information to guide thinking By writing down daily interactions and emotions, patterns begin to emerge, and behavior, and manage and/or adjust emotions to adapt to allowing individuals to recognize triggers, strengths, and areas for environments or achieve one’s goal(s).” improvement. Introspection through journaling helps prevent emotional “Our emotions need to be as educated as our intellect. It is important to outbursts, identify recurring challenges, and replicate know how to feel, how to respond, and how to let life in so that it behaviors that foster positive interactions and employee can touch you.” (Jim Rohn) morale. The term ‘emotional intelligence’ was first introduced in 1990 by researchers 2. Undergo a 360-Degree Assessment John Mayer and Peter Salovey but later gained widespread recognition A 360-degree assessment involves gathering feedback from through psychologist Daniel Goleman. managers, peers, and colleagues, combined with self- Goleman emphasized the critical role emotional intelligence plays in assessment. This holistic feedback system offers insight into leadership, stating, “The most effective leaders are all alike in one perceived strengths and weaknesses crucial way: They all have a high degree of what has come to be known as emotional intelligence. It’s not that IQ and technical skills are 3. Practice Active Listening irrelevant. They do matter, but...they are the entry-level requirements for Active listening involves giving undivided attention to the speaker, executive positions.” avoiding distractions, and showing engagement through verbal and This insight highlighted that while cognitive abilities and technical non-verbal cues. This skill helps build trust, improve expertise are necessary, emotional intelligence is what sets communication, and foster deeper emotional connections. exceptional leaders apart. Active listening ensures individuals genuinely understand others' thoughts Over time, emotional intelligence has evolved into an essential skill in and feelings, leading to stronger workplace relationships. professional environments. Employees who possess high emotional intelligence are better equipped to 4. Pay Attention to Your Emotions remain calm under pressure, handle conflicts effectively, and respond to By consciously analyzing strong emotional responses and colleagues with empathy. identifying their triggers, individuals can better regulate their reactions. Reflecting on emotional triggers helps prevent impulsive A lack of emotional intelligence often manifests through workplace reactions and fosters healthier communication. conflicts, misunderstandings, and an inability to recognize or comprehend emotions. 5. Take an Online Course or Training Individuals with low emotional intelligence may struggle with managing and expressing emotions appropriately, acknowledging colleagues' concerns, or CULTURAL INTELLIGENCE practicing active listening. WHAT IS CULTURE? Emotional intelligence is typically categorized into five core competencies: “The collective programming of the mind which distinguishes 1. Self-Awareness: the members of one group or category of people from another.” (Hofstede) Self-awareness is the ability to recognize and understand your own emotions, moods, and drives, as well as their effect on others. By Culture is the characteristics and knowledge of a particular group of acknowledging your limitations, you build trust and transparency with your people, defined by everything from language, religion, cuisine, social team and take ownership of your professional growth. habits, music and arts. Culture is a set of values, beliefs & traditions that are held by a specific social group and handed down from generation to generation 2. Self-Management/Regulation: Self-management refers to controlling or redirecting disruptive HOFSTEDE’S CULTURAL DIMENSIONS emotions, behaviors, and impulses. It involves pausing to think before acting, managing emotional triggers, and ensuring emotional responses align Geert Hofstede, a Dutch management researcher, conducted a large- with long-term goals. scale study involving 100,000 IBM employees across 50 countries. His Effective self-regulation is supported by healthy habits, such as sufficient goal was to identify the core values that differentiate cultures. sleep, exercise, and a strong support network. Through his research, Hofstede developed five key dimensions that provide a framework for 3. Self-Motivation: understanding cultural differences. Self-motivation is the drive to achieve goals and persevere through 1) Individualist vs. Collectivist setbacks. Emotionally intelligent individuals are often motivated by intrinsic factors, such as passion and purpose, rather than Individualist: In individualistic cultures, the individual takes external rewards. precedence over the group. People value independence, self- reliance, and personal achievement. 4. Social Awareness/Social Skills: Ties between individuals are relatively loose, and uniqueness is Social awareness is the ability to understand others' emotions and celebrated. Success and rewards are often based on respond appropriately. It involves active listening, recognizing individual accomplishments. emotional states, and fostering collaboration. Leaders with strong social skills prioritize relationship-building, clear communication, and teamwork to Collectivist: In collectivist cultures, group goals and relationships achieve shared goals. take priority over individual desires. Individuals are strongly tied to family, community, or organizations, and cooperation is emphasized 5. Empathy: over competition. The self is defined in relation to others, and Empathy is the ability to understand and share the feelings of there is a strong sense of loyalty and obligation to the group. others. It involves respectful communication, active listening, and cultural sensitivity. Empathetic leaders build trust, boost engagement, and create a supportive work environment where team members feel valued and understood. 2. Uncertainty Avoidance CQ Drive (Motivation): Refers to an individual’s interest, confidence, and motivation to “People within a culture are made nervous by situations which they learn about and function effectively in diverse cultural settings. perceive as unstructured, unclear, or unpredictable.” CQ Knowledge (Cognition): High Uncertainty Avoidance: Cultures with high uncertainty Involves understanding how cultures differ in terms of avoidance prefer structure, predictability, and clear rules. behaviors, values, and beliefs. It’s not about being an expert in every People in these cultures are often uncomfortable with ambiguity, culture but understanding cultural influences. resist change, and adhere to strict codes of behaviour. CQ Strategy (Meta-Cognition): Low Uncertainty Avoidance: Cultures with low uncertainty avoidance are Focuses on how individuals plan and interpret cultural more comfortable with ambiguity, risk, and unstructured situations. They experiences. It involves developing strategies to handle cultural encourage innovation, flexible thinking, and adaptability to differences effectively. change even if they know they would have to consider a higher risk possibility. CQ Action (Behavior): Refers to an individual’s ability to adapt behavior to fit different 3. Power Distance cultural contexts and navigate challenges effectively. “Extent to which people view inequality as normal” EXAMPLE High Power Distance: In cultures with high power distance, hierarchy and unequal power distribution are accepted as natural and Multinational Company – U.S. and Japanese Teams normal. Authority is centralized, and power is often A project team consists of members from the U.S. (Individualist Culture) and concentrated at the top. East Asia (Collectivist Culture). Low Power Distance: Cultures with low power distance value equality Valeria, the manager, must bridge the cultural gap to ensure smooth and minimize status differences. Power is seen as something collaboration, clear communication, and effective project delivery. that can be earned through effort, and authority figures are more approachable and open to input from subordinates. East Asian Office U.S. Office (Collectivist Culture) (Individualist Culture) 4) Masculinity vs. Femininity Emphasis on group harmony Emphasis on individual “Relationship between gender and sex-role differentiation and and consensus. achievement and autonomy. appropriate behavior” Respect for hierarchy and seniority. Direct communication and Masculinity: In masculine cultures, traditional gender roles are open feedback are valued. more distinct. Men are expected to be assertive, ambitious, Decisions are made collectively and competitive, while women are often viewed as nurturing and after discussions. Quick decision-making with supportive. Success is often defined by achievement and material individual accountability. Indirect feedback to avoid rewards. confrontation. Comfortable with self- Femininity: In feminine cultures, gender roles are less rigid, and Team success prioritized over promotion and highlighting equality between men and women is more common. individual recognition. individual contributions. Cooperation, relationships, and quality of life are prioritized over competition and individual achievement. VALERIA’S ACTIONS TO IMPROVE CULTURAL INTELLIGENCE AND TEAM COLLABORATION: 5) Long-Term vs. Short-Term Orientation a. Facilitate Open Communication: Long-Term Orientation: Cultures with long-term orientation Held a cultural awareness session to build mutual understanding. value perseverance, future planning, and delayed Established weekly feedback check-ins. gratification. Success is seen as a long-term goal that Encouraged East Asian team members to be more direct and U.S. team requires hard work and sustained effort. members to be sensitive to indirect communication styles. Short-Term Orientation: Cultures with short-term orientation b. Balance Decision-Making Styles: prioritize immediate results and quick rewards. There is a Implemented a hybrid decision-making model combining consensus and focus on living in the present, enjoying life, and spending resources in efficiency. the short term rather than saving for the future. c. Set Clear Expectations and Recognition: CULTURAL INTELLIGENCE Celebrated group achievements for the East Asian team while also recognizing individual efforts. Cultural intelligence is the capability to function and relate effectively Provided opportunities for individual autonomy for the U.S. team while in culturally diverse situations emphasizing collective goals. CQ helps us to relate to others different from ourselves and is the d. Structured Guidance: ability to cross boundaries and thrive in multiple cultures. Offered structured support to the East Asian team to encourage openness and assertiveness. Promoted independence among U.S. team members while fostering dialogue about group cohesion. VALERIA’S APPROACH: Understand Cultural Differences: Apply situational leadership based on team cultural orientations. Foster Mutual Respect & Encourage open communication Develop CQ Skills & Enhance cultural intelligence