Certificate in ITES, BPO, Soft Skills & Communicative English PDF

INDEX Sr. No. Topic 1. What are Soft Skills 2. The Top 7 Soft Skills 3. What is Personality? 4. Personality Types 5. What is Corporate Culture? 6. Types of Corporate Culture? 7. What is Telephone Etiquette?...

INDEX Sr. No. Topic 1. What are Soft Skills 2. The Top 7 Soft Skills 3. What is Personality? 4. Personality Types 5. What is Corporate Culture? 6. Types of Corporate Culture? 7. What is Telephone Etiquette? 8. What is CRM? 9. Top 4 CRM Models 10. What is Self-Awareness? 11. Time Management Definition 12. Rapport Building 13. What is Basic Life Skills? 14. 11 Job Interview Skills 15. 10 Trainer Skills 16. What are Computer Skills 17. Rules for Email Etiquette 18. Overview of IT Act 19. What is MS- WORD 20. Microsoft Excel Definition 21. Microsoft Power Point (PPT) 22. What is MIS  What Are Soft Skills? Soft skills are interpersonal skills which are used to describe your approach to life, work, and relationships with other people. Unlike hard skills, these are not professional job-specific skills like accountancy, graphics designing, etc. Soft skills are your unique selling point which gives you a competitive edge over others in the workplace and in life. Other names given to soft skills are people skills, interpersonal skills, and social skills. Examples Of Soft Skills Soft skills comprise of personal attributes, communication skills and abilities, and personality traits which differentiate people with similar hard-skill-set from each other. Some examples of soft skills are:  Communication Skills  Leadership  Work Ethic  Creative Problem Solving  Time management  Conflict Resolution  Team player Why Are Soft Skills Important? You wouldn’t deny if we say that hard-skills are at the top of every hiring manager’s priority list. However, a research by Glassdoor found out that on an average, each corporate job opening attracts 250 resumes, only four to six of those candidates get an interview call, and only one gets the job. What separates the successful candidate from the other job seekers is, most probably, a set of soft skills. Employers look for candidates with a strong work ethic, who not only does the job effectively and efficiently, but also stay focused, organized, competitive, dedicated, give ideas, knows how to work with a team, has a positive attitude and has leadership skills. Why? Because in this competitive world, work isn’t limited to just what’s offered to you by your boss. It requires you to solve the problems creatively, give ideas for better business, save time, handle conflicts, maintain a peaceful and optimistic environment in the workplace, etc. The Top 7 Soft Skills Even though the knowledge, the training, and the abilities make anyone a perfect fit for a job. But when everyone possesses such knowledge, training, and abilities, the employers’ expectations increase in terms of ‘something’ that should separate the selected candidate from others. This something is where soft skills kick in. Here’s a list of the top 7 soft skills which are deemed to be beneficial in this competitive market. Communication Skills Communication skills is a broad soft skills category. It refers to how you communicate with clients, customers, colleagues, employees, employers, vendors, partners and almost everyone connected to the concerned business. Good communication skills constitute the ability to not only speak confidently but also good presentation skills and the ability to listen and empathize whenever necessary. Communication skills become a hard-skill when we talk about customer service jobs. For other jobs, this category is a great soft skill and includes:  Speaking Skills  Presentation Skills   Negotiation Skills  Nonverbal communication skills  Listening and empathizing  Persuasion  Public Speaking  Storytelling  Written Communication, etc. Leadership Skills Leadership skill set is among the most sought-after skill set by employers. Hiring managers look for candidates who have good potential to grow. Such candidates are self-reliant, can work with the team seamlessly, and even put efforts to make the team and their efforts better. Leadership skills include abilities to lead a team, make decisions and work for the benefit of the company and the team keeping aside the personal viewpoints, biases, and conflicts. It stems from the experience of handling projects and teams. Leadership is one of the hard-skills employers look for when hiring c- level or other high ranking executives. However, it is also a very important soft skill for other positions and includes:  Team Management  Conflict Management & Resolution  Decision Making  Drafting Delegation Strategies  Drafting Motivation Strategies, etc. Work Ethics Work ethics are inherent. It is a soft skills category which is really hard to teach and even harder to demonstrate during a job interview. It is how a person feels about his job and carries out his duties and responsibilities. Having a strong work ethic means the person acknowledges is position and does the job assigned to him honestly and diligently with all the accountability. Some examples of soft skills which come under the work ethics category are:  Completing tasks on time  Punctuality  Being Focused & Organized  Competitiveness  Perseverance  Persistence  Business Etiquettes, etc. Teamwork Different jobs have different requirements and some require you to constantly work and communicate with other team members. This makes teamwork to be one of the most important soft skills for careers in market research, event management, client servicing, etc. which require employees to do team projects and attend frequent departmental meetings, etc. Some examples of soft skills falling under the teamwork category are:  Team Player  Collaborative  Empathetic  Influential  Networking Skills  Social Skills  Interpersonal Skills  Knowledge of how to deal with difficult personalities, etc. Time Management In this era of limitless work and limited time, hiring managers always prefer employees who work efficiently and know how to use time wisely. Almost every employer prefers his employees to have time management skills as it not only saves them money but also increases the productivity of the organization. Key phrases used to convey time management skills are:  Prioritizing  Goal Setting & Management  Planning  Control  Focus  Delegation, etc. Critical Thinking Critical thinking involves a careful observation and analysis of objective information to make a reasoned judgement. It involves evaluation of statistics, facts, observable phenomenon, research findings, and other trustable data to draw reasonable conclusions. Hiring managers love candidates who can evaluate the situation using logical thought and come up with the best possible solution. Many employers even require candidates to pass a critical thinking test before appearing for the interview. Key phrases used to convey critical thinking skills are:  Analytical  Problem Solving  Artistic Sense  Critical Observer  Desire to Learn  Innovator  Logical Thinker   Creative Thinker, etc Adaptability Not everyone in the workplace will share your religion, caste, or other sets of beliefs. Moreover, being adaptable and open-minded is almost a prerequisite soft skill in this rapidly changing technological environment. Adaptability is all about embracing the differences and going with the flow. It’s important to maintain a sound professional environment in the organization. Key phrases used to convey adaptability are:  Calm  Optimistic  Open Minded  Curious, etc. What Is Personality? Personality describes the unique patterns of thoughts, feelings, and behaviors that distinguish a person from others. A product of both biology and environment, it remains fairly consistent throughout life. Examples of personality can be found in how we describe other people's traits. For instance, "She is generous, caring, and a bit of a perfectionist," or "They are loyal and protective of their friends." The word "personality" stems from the Latin word persona, which refers to a theatrical mask worn by performers to play roles or disguise their identities. Personality Characteristics What exactly makes up a personality? Traits and patterns of thought and emotion play important roles, and so do these fundamental characteristics of personality:   Consistency: There is generally a recognizable order and regularity to behaviors. Essentially, people act in the same way or in similar ways in a variety of situations.  Both psychological and physiological: Personality is a psychological construct, but research suggests that it is also influenced by biological processes and needs.  Affects behaviors and actions: Personality not only influences how we move and respond in our environment, but it also causes us to act in certain ways.  Multiple expressions: Personality is displayed in more than just behavior. It can also be seen in our thoughts, feelings, close relationships, and other social interactions. Personality Types Type theories suggest that there are a limited number of personality types that are related to biological influences. One theory suggests there are four types of personality. They are:  Type A: Perfectionist, impatient, competitive, work-obsessed, achievement-oriented, aggressive, stressed  Type B: Low stress, even-tempered, flexible, creative, adaptable to change, patient, tendency to procrastinate  Type C: Highly conscientious, perfectionist, struggles to reveal emotions (positive and negative)  Type D: Worrying, sad, irritable, pessimistic, negative self-talk, avoidance of social situations, lack of self-confidence, fear of rejection, appears gloomy, hopeless Impact of Personality Research on personality can yield fascinating insights into how personality develops and changes over the course of a lifetime. This research can also have important practical applications in the real world. For example, people can use a personality assessment (also called a personality test or personality quiz) to learn more about themselves and their unique strengths, weaknesses, and preferences. Some assessments might look at how people rank on specific traits, such as whether they are high in extroversion, conscientiousness, or openness. Other assessments might measure how specific aspects of personality change over time. Some assessments give people insight into how their personality affects many areas of their lives, including career, relationships, personal growth, and more. What Is Corporate Culture? Corporate culture refers to the values, beliefs, and behaviors that determine how a company's employees and management interact, perform, and handle business transactions. Often, corporate culture is implied, not expressly defined, and develops organically over time from the cumulative traits of the people that the company hires. A company's culture will be reflected in its dress code, business hours, office setup, employee benefits, turnover, hiring decisions, treatment of employees and clients, client satisfaction, and every other aspect of operations. Importance of Corporate Culture A carefully considered, even innovative, corporate culture can elevate companies above their competitors and support long-lasting success. Such a culture can:  Provide for a positive workplace environment  Create an engaged, enthusiastic, and motivated workforce  Attract high-value employees  Reduce turnover  Drive and improve performance quality and productivity  Result in favorable business results  Underpin a company's longevity  Strengthen return on investment (ROI)  Provide an implacable competitive advantage  Clarify for employees the goals of their positions, departments, and a company overall  Contribute to the diversification of the workforce Types of Corporate Culture Clan Culture Clan cultures are about teamwork and collaboration. In such a culture, those in management function as enthusiastic mentors who provide guidance to subordinates. Good relationships, encouragement, trust, and participation are key aspects. The contribution potential of every employee is a component of a clan culture. Also, clan culture can easily adapt to change and implement needed action quickly. Adhocracy Culture Adhocracy culture creates an entrepreneurial workplace in which executives and employees function as innovators and risk-takers. In this flexible environment, agile thinking is nurtured. Employees are encouraged to pursue their aspirational ideas and take action to achieve results that can advance company goals. New and unconventional products and services are the main outcome of the adhocracy culture. Market Culture Market culture is focused on meeting specific targets and bottom line goals. This culture creates a working environment that's competitive and demanding. Management is most interested in business results. Employees are encouraged to work hard and "get the job done" to enhance a company's market presence, profits, and stock price. While employees may feel stressed in such a workplace, they can also feel enthusiastic and excited about their work. Hierarchy Culture A hierarchy culture is a traditional corporate culture that functions according to a company's executive, management, and staff organizational structure. That is, it follows the chain of command from top down, where executives oversee employees and their work efforts to meet specific goals. The hierarchy culture prizes stability and conventional methods of operation The work environment can be seen as more rigid than some other cultures but employees can clearly understand their roles and objectives. They may also feel a sense of security because of the more conservative approach to running a company. What is Telephone Etiquette? Telephone etiquette implies the manners of using Telephone communication including the way you represent your Business and yourself, greeting the receiver, the tone of voice, the choice of words, listening skills, the closure to the call, etc. Importance of Telephone Etiquette Telephone etiquette is essential when you communicate on the Telephone. The customer analyses you and your Business according to your communication. Following point shows how important it is to have Telephone etiquette while talking on the Telephone:  Professionalism Communicating with Telephone manners always shows your professionalism. It makes the customers believe that their work is in good and safe hands. Most likely they would repeat the deal.  Impression The impression that you create on Telephone communication has a lasting effect. The Telephone etiquette you follow makes the receiver feel respected.  Loyalty and Trust Telephone etiquette builds the trust of your potential customers. It makes them loyal to you and purchases the products and services from you frequently.. Customer Satisfaction When the customers get satisfied with the Telephone conversation, they are sure that their needs and requirements will be satisfied in- person also. It gives them a consistent and well-rounded experience. Telephone Etiquette Elements Every caller has their way of talking on the phone. However, there are some set of rules and Telephone etiquette guidelines that should be followed whenever you have Telephone communication. These are briefly discussed as follows:  Friendly Greetings The way you greet your caller must be warm and pleasant. The call should get a feel that you are alert and attentive to his call. The cheerful and positive greeting will get back the same enthusiasm. Start with a proper salutation, thank you for calling, a brief introduction of yourself and the Business and then enquire about the reason for calling.  Body Language Gestures, facial expressions, body language also have an impact while you communicate on the Telephone. While you talk on the phone, a cheerful voice and a bright tone give the feeling to the receiver that you are relaxed and at ease. Thus, body language has its communication even when you talk on the phone. Professional body language gives a good impression.  The Tone of Voice The attitude on the phone gives customers opinions about your Business. Also, the attitude is conveyed through the tone you adopt to talk. The tone of your voice should be confident as well as respectful towards the caller. A pleasant pitch of voice gives a sweet note to the ears.  Tact Sometimes it becomes inadvertent to inform unpleasant, upsetting and sensitive information on the phone. At such times, it becomes imperative to handle the situation tactfully. The choice of words should be soft yet stern and should not at all offend the caller.  Active Listening An important point that office phone etiquette considers is active listening. You should provide undivided attention to your caller with the least possible disturbances. It gives the impression that you care about the customer and his needs.  Appropriate Closing While bidding goodbye, always thank your customer and ensure that all that he wants to convey is completed. This ensures the customer  that your Business is a customer-driven one. Also, try that the customer hangs up the call. This ensures there are no accidental hang-ups. What is CRM? CRM stands for Customer Relationship Management. It is the foundational strategy a company uses to develop a customer-centric culture that focuses on managing and optimizing their current and future client relationships. In short, companies that specialize in CRM help businesses analyze data about their customers’ interactions with the company in order to improve the value provided to customers and increase retention and profit. In other words, CRM relies on a deep understanding of the customer (individually and collectively) in order to meet their needs, exceed their expectations, and deliver value. Ultimately, the companies that do this best will have an advantage over their competitors. Top 4 CRM models There are several different strategies or models for customer relationship management. We’ll cover four of the most common CRM models briefly below. IDIC model The IDIC model was developed by the Peppers and Rogers Group as a generic blueprint for implementing CRM in a variety of situations. IDIC stands for the four stages of CRM implementation: identify, differentiate, interact, and customize. Identify The first step is to identify your customers, which businesses can accomplish by collecting information like the customer’s name, address, and purchase history at each point of contact across the company. The goal is to collect as much information or data as you can on each customer in order to better understand their needs, wants, and purchase behaviors. Differentiate The next step is to differentiate or segment your customers based on their current and projected lifetime value. Remember: Not all customers will have the same value to the business. By differentiating your customers based on their value to the company, you can prioritize your customer relationship efforts on the most valuable clients and tailor your interactions to best fit each segment for optimal profitability. Interact The third stage is where you get to apply your CRM plans for interacting with your customers. Once your customers are analyzed and categorized, you can develop customized interactions—for example, for valued customers, you might offer loyalty benefits or rewards to encourage retention and continued spending. QCI model Described as a customer management model rather than a customer relationship model, the Quality Competitive Index model focuses on three main activities: acquisition, retention, and penetration. The QCI model starts with the customer’s external environment at the top— their pain points, business goals, and other factors will affect whether they are ready to buy or interact with your sales team, which in turn impacts the customer experience. The customer experience then affects customer proposition (what you offer the customer) and customer management activities. As you can see from the magnified version of the inner circle, many activities are involved to acquire and retain customers. Payne’s Five Process model The Five Process CRM model was developed by Adrian Payne and Pennie Frow. This model emphasizes a cross-functional approach for effective CRM processes. There are two main components to the model: cross-functional CRM processes and key elements of CRM implementation. Payne’s model outlines five processes: 1. Strategy development 2. Value creation 3. Multichannel integration 4. Information management 5. Performance assessment  What is self-awareness? Anyone who is dedicated to self-improvement, personal development or the higher goal of spiritual growth needs to actively seek to understand oneself. This is because only when one understands where one lacks, can he or she focus their efforts on what to improve. Definition of self-awareness: 1. Self-awareness is the capacity that a person has to introspect. 2. It includes gaining an understanding of and insight into one’s strengths, qualities, weaknesses, defects, ideas, thoughts, beliefs, ideals, responses, reactions, attitude, emotions and motivations. 3. Thus introspection also includes assessing how one is perceived by others and 4. How others are impacted based on one’s behaviour, responses and conduct. Time Management Definition Time management is the process of intentionally structuring your schedule to best serve your goals. It requires strategically organizing tasks to maximize productivity. Good time management means organizing your time intentionally and prioritizing activities that most efficiently advance you towards your goals and honor your values. Rapport Building Jean has just started her sales career with Tech Solutions, and she's in trouble. She doesn't seem to connect with clients, she struggles to set meetings, and she can't seem to close deals and make a sale. Just as Jean is ready to give up and start a new career, Rapport Man (R.M.) flies in and pays her a visit. R.M. tells Jean that she isn't a bad sales person, she just needs to learn how to build rapport. He explains that rapport refers to a relationship where there is mutual trust and understanding that all parties involved have the another's best interests in mind. Rapport building is the process of creating rapport and building trusting relationships between two or more people. What is Basic Life Skills? Life skills are defined as “a group of psychosocial competencies and interpersonal skills that help people make informed decisions, solve problems, think critically and creatively, communicate effectively, build healthy relationships, empathize with others, and cope with and manage their lives in a healthy and productive manner. Life skills may be directed toward personal actions or actions toward others, as well as toward actions to change the surrounding environment to make it conducive to health.” according to World Health Organization (WHO). Bearing the WHO definition in mind, the Basic Life Skills curriculum offers youth the emotional, social and intellectual tools needed to achieve success in life – on a personal level, an interpersonal level, and within their community and work places. Critical Thinking It refers to the ability to think critically i.e., separating facts from opinions. This enhances the ways in which we articulate and express our thoughts and ideas. The flexibility and fluency in the thought process make room for creative and innovative thinking. What Are Communication Skills? Communication skills are the abilities you use when giving and receiving different kinds of information. Some examples include communicating new ideas, feelings or even an update on your project. Communication skills involve listening, speaking, observing and empathising. It is also helpful to understand the differences in how to communicate through face-to-face interactions, phone conversations and digital communications like email and social media. Examples Of Communication Skills There are different types of communication skills you can learn and practice to help you become an effective communicator. Many of these skills work together making it important to practice communication skills in different contexts whenever possible. Active listening Active listening means paying close attention to the person who is speaking to you. People who are active listeners are well-regarded by their co- workers because of the attention and respect they offer others. While it seems simple, this is a skill that can be hard to develop and improve. You can be an active listener by focusing on the speaker, avoiding distractions like cell phones, laptops or other projects and by preparing questions, comments or ideas to thoughtfully respond. Adapting your communication style to your audience Different styles of communication are appropriate in different situations. To make the best use of your communication skills, it’s important to consider your audience and the most effective format to communicate with them. For example, if you are communicating with a potential employer, it’s better to send a formal email or call them on the phone. Depending on the situation, you may even need to send a formal, typed letter over other forms of communication. In the workplace, you may find it’s easier to communicate complex information in person or via a video conference than in a long, dense email. Friendliness In friendships, characteristics such as honesty and kindness often foster trust and understanding. The same characteristics are important in workplace relationships. When you’re working with others, approach your interactions with a positive attitude, keep an open mind and ask questions to help you understand where they’re coming from. Small gestures such as asking someone how they’re doing, smiling as they speak or offering praise for work well done can help you foster productive relationships with both colleagues and managers. Confidence In the workplace, people are more likely to respond to ideas that are presented with confidence. There are many ways to appear confident such as making eye contact when you’re addressing someone, sitting up straight with your shoulders open and preparing ahead of time so your thoughts are polished. You’ll find confident communication comes in handy not just on the job but during the job interview process as well. Giving and receiving feedback Strong communicators can accept critical feedback and provide constructive input to others. Feedback should answer questions, provide solutions or help strengthen the project or topic at hand. Volume and clarity When you’re speaking, it’s important to be clear and audible. Adjusting your speaking voice so you can be heard in a variety of settings is a skill and it’s critical to communicating effectively. Speaking too loudly may be disrespectful or awkward in certain settings. If you’re unsure, read the room to see how others are communicating. Empathy Empathy means that you can understand and share the emotions of others. This communication skill is important in both team and one-on-one settings. In both cases, you will need to understand other people’s emotions and select an appropriate response. For example, if someone is expressing anger or frustration, empathy can help you acknowledge and diffuse their emotion. At the same time, being able to understand when someone is feeling positive and enthusiastic can help you get support for your ideas and projects.  Respect A key aspect of respect is knowing when to initiate communication and respond. In a team or group setting, allowing others to speak without interruption is seen as a necessary communication skill. Respectfully communicating also means using your time with someone else wisely— staying on topic, asking clear questions and responding fully to any questions you’ve been asked. Understanding nonverbal cues A great deal of communication happens through nonverbal cues such as body language, facial expressions and eye contact. When you’re listening to someone, you should be paying attention to what they’re saying as well as their nonverbal language. By the same measure, you should be conscious of your body language when you’re communicating to ensure you’re sending appropriate cues to others. Responsiveness Whether you’re returning a phone call or sending a reply to an email, fast communicators are viewed as more effective than those who are slow to respond. One method is to consider how long your response will take. Is this a request or question you can answer in the next five minutes? If so, it may be a good idea to address it as soon as you see it. If it’s a more complex request or question, you can still acknowledge that you’ve received the message and let the other person know you will respond in full later. 11 job interview skills Continue reading to learn the following interviewing skills (detailed instructions below): Before the interview:  Self-preparation  Research  Mastering your emotions  Logistical planning During the interview:  Communication  Introducing yourself  Presenting your qualifications  Listening  Asking questions After the interview:  Following up with your interviewer  Reflecting on your interview and refining your methods. 1. Self-preparation Much of successful interviewing has to do with being able to align your unique gifts and qualifications with the position you’re applying for. Write down your personal and professional strengths, including the accomplishments you’re most proud of, your values, and your job experience. Reference your resume, cover letter, and the details of any prior projects, if needed. Self-preparation can put your own strengths at the forefront of your mind and make it easier to articulate them in a conversation. 2. Research Thorough research into the company you want to work for—including company reviews, its products and services, and its competitors—can help you determine if the career path will be a good fit. Scour everything you can find online about the company and jot down your thoughts on what it might be like to work there, as well as any questions you may have about the company culture and the role. Write down specific ways you can contribute to the company and be a part of its mission, beyond what you may have outlined in a resume or cover letter.  3. Mastering your emotions Even with thorough preparation, the experience of anticipating a job interview can feel both exciting and stressful. Mastering your emotions, as well as how your nervous system reacts, can offer several benefits:  Staying calm and relaxed during the interview process  Feeling assured of your abilities, regardless of the outcome of the interview  Focusing on making the best decision for your career To build emotional resilience for your job search, review your self- preparation and company research notes several times. Doing so can give you a quick confidence boost in the days, hours, and minutes leading up to the interview. To gain control of your nervous system and reduce jitters on the day of the interview, try deep breathing. Get in a comfortable position and slowly inhale, filling your lungs with air. Hold your breath for five counts or longer, and then slowly exhale until you release all the air. Repeat this exercise several times. Arrive early to the interview to avoid any anxiety about making it on time. During the interview itself, remember to maintain slow, deep breaths and sit tall and upright. This can help you while discussing your qualifications for the position. 4. Logistical planning For every interview, you’ll want to arrange all the details of the experience, from how to travel to a location or join a Zoom meeting to deciding what to wear. Working on your logistical planning skills can make your interview process run more smoothly, freeing up more energy to focus on your career goals. To practice this skill, gather logistical details from your interviewer as early as possible and list out the arrangements you’ll need to make, including transportation, parking, internet access, childcare, and more. 5. Communication Brushing up on your general communication skills can help you to establish a rapport with your interviewer as well as showcase your qualifications effectively. Verbal communication skills include choosing your words carefully and describing your qualifications clearly. Nonverbal communication skills include smiling, nodding, and making eye contact. Practice good communication in advance by observing your body language in front of a mirror. In addition, ask a friend or family member to do a mock interview with you, asking you common interview questions that you practice answering based on your prep notes. During the interview itself, it’s okay to speak slowly and deliberately, and even pause to consider how you’d like to answer the interviewer’s questions. 6. Introducing yourself Your introduction at the beginning of an interview can help to set a positive tone for the rest of the conversation. After greeting your interviewer and thanking them for the chance to meet, be ready to deliver a short professional introduction or elevator pitch, especially if the interview says, “Tell me about yourself.” A good elevator pitch will present who you are as a person, your qualifications, and your enthusiasm for the position, among other details. You can prepare your introduction or elevator pitch in advance of the interview, using notes from your other preparation steps, and rehearse it several times so that you can deliver it naturally. 7. Presenting your qualifications Once the interview is in motion, you’ll likely be answering a few behavioral interview questions so that your interviewer can evaluate your qualifications. Questions might start with something like, “Tell me about a time when you solved a problem,” followed by, “What solution did you come up with?” Questions like these give you the opportunity to talk through different professional scenarios that prepare you for the position you’re considering. Your thorough self-prep and research will definitely make it easier to master this skill during the interview. You can also use the STAR method (Situation, Task, Action, Result) to structure responses to interview questions or even explore, in advance, answers to potential questions. 8. Listening There will be moments during an interview when the interviewer will do more of the talking, particularly to explain the position you’re applying for, describe the company’s goals and initiatives, and answer any questions you may have. Listen for details that can help you decide if this position is for you. Make eye contact and nod to signal that you understand the interview. Jot down notes to capture the crux of what the interviewer is saying so that you can reflect on it after the conversation. 9. Asking questions Asking your interviewer questions is a great way to demonstrate your interest in a position and get the information you need to make an empowered career decision. To practice this skill, write down your priority questions in advance of the interview and have them handy for quick reference. As you jot down details of what the interviewer shares with you, look for opportunities to form new questions on the spot. 10. Following up with your interviewer In the hours following your interview or the very next day, write a follow-up email to your interviewer to thank them for the conversation. Doing so can set you apart from other candidates. This skill is easy to master when you set a goal of being thoughtful and brief. Include basic information such as your enthusiasm for the position, a short  summary of your qualifications and ideas for what you can contribute to the company, and a polite request for updates on the hiring process. If you don’t hear back from the interviewer in several business days or by the date your interviewer indicated that updates would be ready, follow up a second time. 11. Reflecting on your interview and refining your methods Another skill to practice after an interview is to reflect on the experience and refine your methods, even if you get a job offer. That way, your interviewing skills can become rote, making it easier for you to create exciting new career opportunities. Here are some examples of areas for improvement:  Using the STAR method to tell even better stories about your professional history  Conducting more thorough research on a company  Coming up with more insightful and pointed questions about a position you’re interested in 10 Trainer Skills Like everyone else, trainers need to continually develop their trainer skills. Without proper development, your trainers can fall behind on the latest L&D trends and fail to support your teams on their growth journey. We’ve listed down the top 10 trainer skills your trainers should focus on: 1 – Problem-Solving Skills Problem-solving is a trainer skill that enables your trainers to recognize issues and fix them with logical, timely, and appropriate solutions. With problem-solving skills, they’ll be able to deal with a variety of obstacles or unpleasant circumstances during training sessions. 2 – Communication Skills If there’s one thing trainers can’t be without, it’s their ability to communicate. Good communication skills allow them to clearly express what they want to say and communicate with whomever, while also taking into account the proper tone and delivery. Being fluent, straightforward, and easy-to-understand in communicating helps them efficiently train their trainees, as well as avoid miscommunications. Similarly, being able to effectively communicate ideas and viewpoints with trainees is critical in maintaining a constructive but pleasant atmosphere during training sessions, whether it’s in 1-1s or in large groups. 3 – Management Skills As training facilitators, your trainers need to continually develop their management and interpersonal skills to facilitate training properly and better support their trainees. Management skills help your trainers propel activities forward to achieve their training objectives and offer an overall better training experience. Without this trainer skill, your training activities can get out of hand, leave your team without any takeaways, and at worst, cause arguments among trainees. 4 – Organizational Skills As instructors or trainers, they’re tasked with coming up with an overall plan to conduct training programs. They’re required to deal with the nitty- gritty details of their learners’ training. They organize sessions, plan out activities, and search for courses that they could facilitate. Trainers mustn’t only know how to structure the lessons in an interesting and practical manner. They also need to know how to keep their schedules organized, coordinate with the logistics of sessions (such as tables, chairs, AV equipment, etc.), and acquire permits, among others. After the training’s done, they need to plan out feedback and forum sessions to gauge whether or not the training was successful. All of these are why it’s important to train your trainers on their organizational skills. 5 – Active Listening Skills Active listening is a trainer skill that allows your trainers to pay complete attention to listen to their trainees without interrupting them and to answer their questions and concerns more meaningfully. By honing this skill, they’ll be able to effectively hear and understand their trainees’ concerns and demands. People who seek help need to feel validated about their issues, which is why an industry like learning and development must encourage active listening. This increases learner satisfaction and mastering listener skill-sets, which leads to a stronger sense of trust and better relationships with them. 6 – Time Management Skills It can be easy to lose track of time when everyone’s having fun. But as a consequence, not everything ends up getting tackled during training sessions, or your trainers may forget to highlight key points in the process. Developing their time management skills will help them prevent these things from happening. 7 – Design Thinking Skills Design thinking is more than simply a skill–; it introduces a completely new way of thinking and provides a variety of hands-on ways to assist trainers in implementing this new attitude. At the core of it, design thinking helps them develop a deep understanding of the way people think and work, be empathetic to different parties, and encourage continuing experimentation. When your trainers are adept at design thinking, they can also pass this knowledge on to their trainees, improving how your organization works. 8 – Emotional Intelligence Skills Trainers are often thrown into high-stress situations, which can lead them to lose control of their emotions and get into arguments with people who challenge them. Developing their emotional intelligence skills can help mitigate this problem. 9 – Sensitivity Skills When dealing with different types of people, it’s important that your trainers are aware of how to properly interact with everyone, no matter their background or culture. Being a sensitive trainer means that they take into account the audience they’re talking to and make sure everyone feels heard and attended to. For example, if a training session is designed in a way that only a certain demographic learns, the rest of the trainees may feel left out or come out of the program with no key takeaways. Without sensitivity skills, your development programs can end up being a waste of time. Sensitivity soft-skills not only develop your trainers’ sense of empathy but also prevent them from accidentally making others feel uncomfortable and unwelcome. 10 – Adaptability Skills Trainers are met with all kinds of unexpected challenges and problems during their training programs. But, trainers with adaptive mindset can easily adjust to changes or unforeseen events. Because every training session can be unpredictable, adaptability helps them be open to new or improved ideas, methods, and approaches. Apart from being adaptable to changes, another important aspect of adaptability is the capacity to accomplish and to unlearn specific approaches and procedures in order to explore new possibilities. What are computer skills? Computer skills are an applicant's knowledge and ability to use a computer and the related technology effectively. Today, employers want people who know how to use the latest technology to increase work productivity and streamline work processes. For example, employers expect an applicant who appears for the marketing role to possess knowledge of using different presentation software. Types of computer skills Broadly, there are two categories of computer skills: software and hardware: Software skills: help you use computer-related applications, tools and programs. Often, employers do not mention computer skills in the job description because these are universal skills and prerequisites for most jobs. For example, employers want applicants to know word processing software like Microsoft Word. Hardware skills: it showcases your ability to use and operate a computer. It could be switching on and off a computer or connecting a USB to the CPU slot. Advanced hardware computer skills involve fixing broken devices, connecting different virtual machines, network configuration and even cloud management. Here is a list of essential computer skills: Microsoft Office Social media Graphic design Presentation software Computer programming Communication and collaboration tools Computer skill examples Based on the job role and industry, the computer skills that hiring managers look for may vary. There are many computer skills widely used in all industries. Proficiency and knowledge in these skills will help you get a job faster. Here are some computer skills you should learn and master before your next interview: Office suites Knowledge of office suites likes G-suite and Microsoft help you perform many day-to-day activities regardless of your role. Word processors like Google Docs and Microsoft Word help you create digital documents at work. Often, employers assume applicants are well-versed in word processors, as it is the primary job requirement. You will rarely find these office suites mentioned in a job description. Social media For marketing, branding and advertising, knowledge of social media is a crucial computer skill because it helps in growing an organisation's online presence. To distinguish yourself, it is essential to show how you leverage your social media skills. For example, if you are a branding specialist, you may have increased the followers of your organisation through a single innovative branding campaign. Also, showcase your proficiency on different social media tools. Graphic design Creating visually pleasing designs for professional documents, presentation and posters is essential in many job roles. From editing videos to editing photos for an international marketing campaign, graphic design is one of the most sought-after computer skills. Knowledge of different graphic design software makes you the best fit applicant for the job. Presentation software Presentation is an essential soft and computer skill because it helps in presenting ideas both internally and externally. From a financial analyst to a writer, knowledge of presentation software is essential to excel at your workplace. One of the most commonly used presentation software across industries is Microsoft PowerPoint. Computer programming From creating computer software to maintain and testing it, computer programming is an essential technical and computer skill. These skills come in handy when applying for the role of programmer, software developer, software tester and software architect, among others. Computer programming is a valuable skill when applying for a technical writer role because if you can code, you communicate better with the development and research team. Some widely used computer programming skills are HTML, Java, PHP, C++, C#, Automation software, XML and Unix. Communication and collaboration tools With many companies switching to work from home culture, one tool that has been constant support is the communication and collaboration tool. This can include video calling, chatting or document sharing with team members. If relevant to the job you are applying for, list all the communication and collaboration tools you know how to use. However, review the job description to understand whether to include or skip this computer skill. Rules for email etiquette 1. Use a clear, professional subject line Show your recipient clearly what the email will cover. Many people will decide whether they will open an email depending on the subject line. For someone who gets hundreds of emails a day, a subject line that is to the point makes it easier for them to sort through their inbox and decide what communications to prioritise. 2. Proofread every email you send Make sure there are no grammatical or professional errors. Have you spelt the recipient’s name correctly? Are there spelling errors? Are you using simple sentence structures and correct capitalisation and punctuation? Ignoring these compromises your professionalism and the credibility of your email. 3. Write your email before entering the recipient email address It is always best practice to write the contents of your email first in case you accidentally send the message too early. 4. Double check you have the correct recipient There is nothing worse than sending an email to the wrong Jess or a confidential document to the wrong client or company. 5. Ensure you CC all relevant recipients It is unprofessional to leave out a colleague or client from a relevant email chain. Be mindful of who should be informed about a given matter and respect that. 6. You don't always have to "reply all" Think about who needs to read your response; no one wants to read an email chain from 20 people that has nothing to do with them. 7. Reply to your emails Most people at some point have felt swamped by the large number of emails they have to sift through. But replying to an email is good etiquette, especially if the sender is expecting a response. Acknowledging you received the email but will get back to the sender at a later time is a professional alternative to ignoring or avoiding certain emails. 8. Include a signature block If your recipient doesn’t know anything about you, they may be skeptical of the authenticity of your email. It is professional to include your full name, title, your company and your contact number. 9. Use the appropriate level of formality For instance, begin with “Dear _____”, use “please” and “thank you” where necessary, and always end your email with the appropriate phrase, “Kind regards”, “Thank you”, “Sincerely” and so on. 10. Keep emails brief and to the point No one wants to read an enormous chunk of text. You can always follow up on the matter later or suggest they give you a call if they have any queries or concerns. What is cybersecurity? Cybersecurity is the practice of protecting critical systems and sensitive information from digital attacks. Also known as information technology (IT) security, cybersecurity measures are designed to combat threats against networked systems and applications, whether those threats originate from inside or outside of an organization.  Overview of IT Act IT Act, 2000 The Information Technology Act, 2000 was enacted by the Indian Parliament in 2000. It is the primary law in India for matters related to cybercrime and e-commerce.  The act was enacted to give legal sanction to electronic commerce and electronic transactions, to enable e-governance, and also to prevent cybercrime.  Under this law, for any crime involving a computer or a network located in India, foreign nationals can also be charged.  The law prescribes penalties for various cybercrimes and fraud through digital/electronic format.  It also gives legal recognition to digital signatures.  The IT Act also amended certain provisions of the Indian Penal Code (IPC), the Banker’s Book Evidence Act, 1891, the Indian Evidence Act, 1872 and the Reserve Bank of India Act, 1934 to modify these laws to make them compliant with new digital technologies.  In the wake of the recent Indo-China border clash, the Government of India banned various Chinese apps under the Information Technology Act. Read more about this in an RSTV titled, ‘TikTok, Other Chinese Apps Banned’. What is MS Word? Used to make professional-quality documents, letters, reports, etc., MS Word is a word processor developed by Microsoft. It has advanced features which allow you to format and edit your files and documents in the best possible way. Uses of MS Word Given below are the different fields in which MS Word is used and simplifies the work of an individual:  In Education: It is considered as one of the simplest tools which can be used by both teachers and students. Creating notes is easier  using MS Word as they can be made more interactive by adding shapes and images. It is also convenient to make assignments on MS Word and submitting them online  In Workplace: Submitting letters, bills, creating reports, letterheads, sample documents, can all easily be done using MS Word  Creating & Updating Resume: One of the best tools to create your resumes and is easy to edit and make changes in it as per your experience  For Authors: Since separate options are available for bibliography, table of contents, etc., it is the best tool which can be used by authors for writing books and adjusting it as per the layout and alignment of your choice Microsoft Excel Definition Excel definition: a software program created by Microsoft that uses spreadsheets to organize numbers and data with formulas and functions. Excel analysis is ubiquitous around the world and used by businesses of all sizes to perform financial analysis. Where Excel is Used? Microsoft Excel used in almost all industries. Here are the some of the real-time Excel Using industries and domains:  Financial sector is excessively using to perform different kind of calculations.  Analytical professional use Excel almost everyday for applying the basic analytical techniques and tools.  Banking Sector use to understand the Customer  Retail Associates uses for analyzing the POS data to check the change and trend in sales  Reporting Analysts uses for generating Daily, Weekly, Monthly, Quarterly and Yearly Reports.  Healthcare Teams uses for performing the longitudinal data analysis.  Market Research Analysts uses for finding the frequencies and cumulative aggregates.   VBA Developers uses for developing the Office Applications, Tools, Office Add-ins and Dashboards. Microsoft PowerPoint (PPT) Microsoft PowerPoint is a powerful presentation software developed by Microsoft. It is a standard component of the company's Microsoft Office suite software, and is bundled together with Word, Excel and other Office productivity tools. The program uses slides to convey information rich in multimedia and is used to create complex business presentations, simple educational outlines and much more. Uses of PowerPoint Presentation PowerPoint presentations are useful for both personal and professional usage. Given below are a few of the major fields where PPT is extremely useful:  Education – With e-learning and smart classes being chosen as a common mode of education today, PowerPoint presentations can help in making education more interactive and attract students towards the modified version of studying  Marketing – In the field of marketing, PowerPoint presentations can be extremely important. Using graphs and charts, numbers can be shown more evidently and clearly which may be ignored by the viewer if being read  Business – To invite investors or to show the increase or decrease in profits, MS PowerPoint can be used  Creating Resumes – Digital resumes can be formed using MS PowerPoint. Different patterns, photograph, etc. can be added to the resume  Depicting Growth – Since both graphics and text can be added in a presentation, depicting the growth of a company, business, student’s marks, etc. is easier using PPT WHAT IS MIS? | MANAGEMENT INFORMATION SYSTEMS Management Information Systems (MIS) is the study of people, technology, organizations, and the relationships among them. MIS professionals help firms realize maximum benefit from investment in personnel, equipment, and business processes. MIS is a people-oriented field with an emphasis on service through technology. If you have an interest in technology and have the desire to use technology to improve people’s lives, a degree in MIS may be for you.