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Soft Skills Development Workshop

Soft skills development workshop presentation, free google slides theme and powerpoint template.

Soft skills are some of the most important but often overlooked aspects of any job. They come in all kinds of shapes and sizes—the ability to stay organized, the knack for connecting with people, and the capability to multitask efficiently. Some skills are "picked up" as you go, and others can actually be worked on. And that's where you come into play, as the organizer of a workshop! Get this creative template and use it for your lessons. The design itself conveys creativity, so let yourself be inspired by it and add all the details that you need.

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Soft Skills Training Presentation Templates

Enhancing soft skills is essential for professional development and workplace success. Whether conducting training sessions for employees, managers, or team leaders, a well-structured presentation is crucial for effectively imparting soft skills knowledge and techniques.

Prezent's Soft Skills Training Template offers a comprehensive framework to cover various soft skills such as communication, teamwork, leadership, and emotional intelligence. With professionally designed slides, focus can be directed towards interactive activities, case studies, and role-playing exercises to reinforce learning and application. Whether addressing interpersonal communication or conflict resolution, this template empowers with practical guidance and facilitates skill development to foster a positive and productive work environment.

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Template 1: Soft Skills Training

Our compelling storylines are the secret of instant presentation building. Try yourself for free. Simply download and use the template or build one yourself with Prezent's free trial.

Tips for creating an engaging soft skills training presentation

Understanding Soft Skills

Begin by defining and explaining the importance of soft skills in the workplace, emphasizing their role in communication, collaboration, problem-solving, and leadership.

Skill Areas Covered

Outline the specific soft skills to be covered in the training, such as communication, teamwork, time management, emotional intelligence, adaptability, and conflict resolution.

Interactive Exercises

Incorporate interactive exercises, case studies, role-plays, and group discussions to actively engage participants and provide opportunities for hands-on learning and skill development.

Real-Life Examples

Include real-life examples and scenarios to illustrate the application of soft skills in various work situations, helping participants understand the relevance and practicality of the training content.

Action Planning

Facilitate action planning sessions where participants can identify opportunities to apply newly acquired soft skills in their roles, set goals for improvement, and develop personal development plans.

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Free Online Resources for Soft Skills Training Material

woman searching on her phone, at her desk with her laptop and some coffee

What are the best free online resources for soft skills training materials? We are going to help you to answer this question below!

As a trainer, educator or facilitator, you have probably experienced that good icebreakers, exercises, and energizer games are essential for an engaging and effective soft skills training.

Soft skills training programs may include different topics, such as effective communication, time management, emotional intelligence , presentation skills, active listening and more. They may be short or part of a more comprehensive program. Certainly, being directed to adult learners, they must include hands-on practice and engaging activities for skill development.

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The Best Free Platforms with Soft Skills Training Materials

Refreshing your toolbox of trainer resources is good for experimenting with new ideas and, importantly, in order to avoid falling back upon a popular activity that some of the participants have already done before.

However, finding proven quality exercises on soft skills online is not easy. There are many resources online that are not cheap, and yet their quality is questionable. Even with trusted resources there can still be a lack of essential information that can help you ensure your planned training activities are conducted properly.

Occasionally, you can find some information on professional forums, but usually not in a structured and easily searchable way. Here are 5 great places to go to find libraries of accessible, well-organized methods and tools for teaching soft skills.

BusinessBalls

BusinessBalls.com is one of the most comprehensive collections of free soft skills training materials online. You can find video clips for teaching and training, team-building games, and theories on different topics including time management, strategy and innovation, career success, leadership, and even relationships.

Moreover, the team behind BusinessBalls offers advice on how to enhance your use of the site and the materials and provides an option for asking for new content. They focus on resources and topics that help trainers, L&D professionals, and educators to gain knowledge and inspiration from.

With 230 available courses , there is something for everyone. All the topics are easy to search through and while some require premium membership, you can find plenty of free content as well. All the courses include different articles, videos, and a strong set of extra materials: you can create your own learning path, immersing yourself in topics from organization management to self awareness and many more.

Screenshot from the Business Balls catalogue of courses

TrainerBubble

As the name indicates, this site offers a great variety of different training games and resources. Icebreakers , training documents , and team building exercises are just a few of the topics you can find on Trainer Bubble along with training videos. Every exercise’s description states the objective, duration, and group size. Additionally, there is an “intended for…” section that gives you a brief overview of how to maximize your use of the activity.

Complete training course materials are available for purchase, but the free training materials section includes what is essentially a starting kit to help you train participants in soft skills. Aside from the games and exercises, there are articles on different topics such as how to lead a brainstorming session or how to do networking, evaluation sheets, and an overview of popular training models.

Screeshot from the free training materials page on trainerbubble

Training Course Material

This company specializes in selling training packages for the workplace. If what you are looking for is free soft skills training materials though, you can still find support for your creative process in the free material section.

Particularly interesting are the free assessment tools : they give the reader the possibility to self-test on such areas as learning styles and conflict resolution skills. Tests and quizzes are popular with learners, and can make a good addition to a successful soft skills training course.

Every test ends with notes and articles that can be a great place to learn more about soft skills and related topics. Different results from different learners can also form the basis of debrief conversations.

Screenshot from the Training Course Material free assessment page

Best Collection of Games and Exercises to Teach Soft Skills

In this section we’ve assembled some of the best places to go if you are looking for individual games, activities and exercises to add some flare to your soft skills training experience. You can find still more in our collection of free online workshop resources .

Thiagi’s Game List

Thiagi’s game list has more than 400 free games and exercises with detailed descriptions, facilitation tips, and debriefing questions, ready-to-run for everyone. What makes these games so powerful is the debriefing section of every exercise. Content is important but success comes only if you can debrief in a way that participants can learn from. Aside from the games, you can find articles, interviews and podcasts on their site. A significant set of Thiagi games are also available in the SessionLab library , where you can easily filter and search based on ideal group size, time frame and necessary materials.

Hyper Island Toolbox

The Hyper Island Toolbox contains 100+ games and exercises sorted into categories such as energisers, self-leadership or innovation. The latter category is what gives this toolbox an edge: if you are looking for activities for a design-focused workshop or prototyping session , you can easily find it here. Every activity indicates group size, time frame, facilitation level and comfort zone from the participant’s point of view. The instructions are well-written and easy to follow. All of the exercises are available in the SessionLab library as well.

Icebreakers.ws

Icebreakers.ws contains a collection of more than 100 icebreakers sorted by group size and icebreaker type. As the name indicates, it focuses solely on icebreakers, but it does have a great variety of them on the website. Icebreakers get a bad reputation sometimes. Nobody likes “forced fun”! When picking and presenting an icebreaking, getting-to-know-you or energizing activity, there are three things to keep in mind to ensure they help, not hinder, your learning experience:

choose an activity that connects to the workshop’s topic. There are plenty of games and quick energizers related, for example, to leadership, good communication or teamwork. Explain the purpose behind the activity and save some time, even a quick 5-min, to debrief learnings.
learn about your group before choosing activities. What are they comfortable with? What mood suits their style?
enable people to opt out! Every activity in a course should be an invitation. Give participants options, for example, to step aside and observe the dynamics if they don’t feel like joining a particular icebreaker or game.

Skills Converged Free Training Materials

If you are lost among Skills Converged’s over 500 articles, tips and tools for soft skills training, go check out the guidance in their Introduction Page . You’ll find selected topics and categories to begin with, from how to design a training course to curated collections on motivation, communication, and more.

A screenshot from the Skills Converged website

SessionLab’s Library of Facilitation Techniques

In our own SessionLab library you can find hundreds of methods and activities to support your delivery of soft skills training. This is a crowdsourced collection of over 1200 methods . You’ll find classics from well-known frameworks such as Liberating Structures , as well as methods tested and added by facilitators across the globe. When using SessionLab’s planner , you can add methods from the library directly into your agenda, making the flow of designing skills training much more effective.

If you have created activities yourself and want to help others succeed, consider adding a new resource as well!

A screenshot of methods from SessionLab's library

Soft Skills Training Materials on Interpersonal Skills and Emotional Intelligence

The definition of what exactly is a “soft skill” changes depending on who you speak with. It is generally implied to include abilities related to communication and working with other people. This overlaps with facilitation skills, particularly those falling under the broad category of life competences.

Burnout, miscommunication, and workplace conflicts can impact employee happiness, even affecting turnover. Consequently, there is a big market for courses that can help teams improve their people skills in workplace environments.

Session Templates for Interpersonal Skills Training

This half-day agenda for a self-awareness workshop (based on Daniel Goleman’s book Emotional Intelligence: Why it Matters more than IQ ) provides a real-world example of what a training session focused on improving soft skills with managers and co-workers looks like.

People in leadership positions need soft skill training boosts more than anyone. It can be taxing to manage people and figure out the intricacies of conflict resolution or workplace communication! If you are looking for the right sort of activities to upskill leaders’ soft skill abilities on the job, take a look at the flow of this two-day agenda template for a Leadership Development workshop .

More Resources on Emotional Intelligence

If you are interested in how, as trainer, you can help teams develop emotional intelligence, we’ve written an introductory guide to the topic, which lists 25 activities you can facilitate to help build communication skills, empathy, and emotional self-management.

This article on the Positive Psychology page lists still more resources you can dig into if you want to focus on developing emotional intelligence skills.

Soft Skills Training Programs Materials on Feedback

Another vast field of soft skill training covers effective communication and feedback. In fact, learning how to deliver, and receive feedback is possibly the most requested of new skills. Trainers are regularly asked to upskill any new co worker on this topic. The ability to design and deliver an excellent soft skill training with a focus on feedback is bound to bring success!

a collection of 14 great activities for practicing feedback techniques in order to communicate effectively with your co-workers;
an in-depth look at what you need to prepare to run a feedback workshop , including information on pre-work to do with your potential client;
a template for a 2-hour workshop designed to introduce new managers to giving and receiving better feedback with their team.

Further useful trainer resources

Forums and groups can be a great help for finding a specific exercise or theory, gaining some inspiration on delivery or getting feedback on your own ideas. Plus, in this section we are happy to share some more resources which were recommended by our SessionLab community !

Some LinkedIn groups for trainers are:

Effective and Fun Training Techniques (83k members)
Training&Development (37k members)
Learning, Education and Training Professionals Group (185k members)

Further websites recommended by the SessionLab community :

More than two hundred free articles and resources to develop people and organizations on Nick Heap’s site . Among them you can find some exercises and games as well.
Skillsconverged.com offers a range of free training resources: 10 training exercises among many other useful templates

If you are interested in solutions that help you in managing your sessions, we have collected no less than 47 of the best free tools for effectively preparing and running training sessions .

Do you have any further suggestions for where to find quality training resources? Share them with us in the comments, or join the conversation in SessionLab’s friendly facilitation community !

Thank you, this is a really useful list. I use Businessballs frequently, and it’s great to see some more resources out there!

Thank you ! This indeed a useful info…

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People and Soft Skills for Professional and Personal Success Specialization

Develop key power skills to boost your work life. Master powerful people and soft skills for achieving professional success.

Taught in English

Some content may not be translated

Instructor: IBM Skills Network Team

Financial aid available

19,376 already enrolled

Specialization - 6 course series

(455 reviews)

Recommended experience

Beginner level

No prior experience necessary. This course is suitable for anyone, especially those looking to start a new job, or early in their careers.

What you'll learn

Create and deliver presentations that will leave a lasting impact on your audience

Communicate with your peers in a way that builds your personal reputation and increases your eminence

Demonstrate active listening skills and questioning styles to explore issues, enhance understanding, and resolve problems

Complete work in an agile and effective manner that will ensure satisfaction and contribute to your career growth

Skills you'll gain

People Skills
Professional Development
Presentation Skills
Soft skills
Communication Skills

Details to know

Add to your LinkedIn profile

See how employees at top companies are mastering in-demand skills

Advance your subject-matter expertise

Learn in-demand skills from university and industry experts
Master a subject or tool with hands-on projects
Develop a deep understanding of key concepts
Earn a career certificate from IBM

Earn a career certificate

Add this credential to your LinkedIn profile, resume, or CV

Share it on social media and in your performance review

Knowledge of soft skills or people Skills are increasingly coming into focus and being recognized as critical for success - hence at IBM we call them " Success Skills ", and categorize them as " Hot Skills ".

A research by Harvard University, Carnegie Foundation and Stanford Research Center has concluded that 85% of job success comes from having well developed soft skills and people skills,and only 15% of job success comes from Technical skills and knowledge (hard skills).

This specialization is aimed at helping you develop these powerful people and soft skills and behaviors that include:

creating & delivering impactful presentations;

working professionally to deliver quality work & experiences;

collaborating effectively with teams;

communicating productively and efficiently;

dealing with challenges, solving problems & implementing solutions.

The program is made up of 5 short courses that you can take in any order, followed by a final assessment course. Upon completing this specialization, you will have developed knowledge and demonstrated an understanding of these essential skills.

This specialization can be taken by anyone no matter your age or work experience . And is especially beneficial for those entering the workforce or in early stages of their careers.

There are no course pre-requisites and this course can be completed either using the Coursera mobile app or a web browser on a laptop/desktop/tablet/mobile device.

Applied Learning Project

The courses in this specialization include many examples and real life inspired scenarios for you to develop critical people and soft skills. The final assessment is also made up of mini-case studies. This case study approach will not only help you you learn how to apply these fundamental skills, their mastery will enable you to gain an edge in your careers by having a better understanding of the skills you need to get ahead in your professional and personal life.

Collaborate Effectively for Professional Success

Apply collaborative behaviors to help your team develop through the four stages of team development.

Utilize different methods of collaboration to improve teamwork and cooperation in your workplace.

Recognize the barriers to collaborating effectively and identify specific behaviors that enhance or damage collaboration.

Identify techniques to effectively lead or participate in virtual team meetings.

Present with Purpose: Create/Deliver Effective Presentations

Create presentations that will leave a lasting impact on your audience

Present and deliver with confidence to engage your audience

Use techniques like storytelling, props, and discussion to enhance your presentations

Manage nerves effectively; Plan for and deal with unexpected problems that may arise

Delivering Quality Work with Agility

Deliver high quality work that solves a problem and reduces effort for the person or group requesting it

Apply the quality work process to all requests through clear communication and focus on clients

Take ownership of your assignments and apply the five-step method that will help you deliver quality work

Work with agility while applying the quality work process to become a trusted advisor to your clients and colleagues

Solving Problems with Creative and Critical Thinking

Utilize critical and creative thinking to solve issues.

Describe the 5-step process of effectively solving problems.

Analyze a problem and identify the root cause.

Explore possible solutions and employ the problem solving process.

Developing Interpersonal Skills

Identify and analyze different communication styles and understand their strengths and weaknesses

Demonstrate active listening skills and questioning styles to explore issues and enhance understanding

Identify conflict response styles; approach and effectively mediate workplace conflicts

Determine ways to build and maintain trust and increase your influence and eminence in the workplace

People and Soft Skills Assessment

Knowledge of people and soft skills are increasingly coming into focus and being recognized as critical for success – we can also call them "Success Skills" or "Power Skills". These skills and behaviours include: creating & delivering presentations; using the agile approach for working professionally to deliver quality work & experiences to clients; effectively collaborating with teams; effective impactful communications; dealing with challenges in a controlled & focused manner; and problem solving & solution implementation.

This course contains the final assessment for the soft skills covered in the various courses in the People and Soft Skills specialization from IBM. Before taking this course please ensure you have completed all of the other 5 courses in the specialization that cover the various skills indicated above. This course contains a quiz in which you will be presented with multiple real-life inspired scenarios. You will put your knowledge to the test and apply the soft skills learned from previous modules in the specialization to answer questions related to these scenarios. Upon successfully completing the course, you will be able to get your specialization certificate.

IBM is the global leader in business transformation through an open hybrid cloud platform and AI, serving clients in more than 170 countries around the world. Today 47 of the Fortune 50 Companies rely on the IBM Cloud to run their business, and IBM Watson enterprise AI is hard at work in more than 30,000 engagements. IBM is also one of the world’s most vital corporate research organizations, with 28 consecutive years of patent leadership. Above all, guided by principles for trust and transparency and support for a more inclusive society, IBM is committed to being a responsible technology innovator and a force for good in the world. For more information about IBM visit: www.ibm.com

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Join over 3,400 global companies that choose Coursera for Business

Upskill your employees to excel in the digital economy

Frequently asked questions

How long does it take to complete the specialization.

The specialization consists of 6 courses, each requiring 2-3 hours of effort to complete. If spending 3-4 hours per week, the entire specialization can be completed with 1-2 months.

What background knowledge is necessary?

No prior background is necessary. This specialization is suitable for anyone and is especially beneficial for those starting their careers.

Do I need to take the courses in a specific order?

The first 5 courses can be taken in any order. However the final assessment course should only be taken once you have completed all the other courses.

Will I earn university credit for completing the Specialization?

No university or college credit is availabe as this time.

What will I be able to do upon completing the Specialization?

Upon successfully completing all courses in this specialization you will be able to:

Identify different communication styles.

Determine how your communication style may be perceived by others and adapt as needed.

Demonstrate active listening skills and questioning styles to explore issues and enhance understanding.

Assert your views with increased confidence.

Determine ways to build and maintain trust to increase your influence.•Identify ways to build your personal reputation and eminence.

Provide and receive feedback effectively.

Identify conflict response styles.

Recognize when and how touse the conflict resolution process.

Is this course really 100% online? Do I need to attend any classes in person?

This course is completely online, so there’s no need to show up to a classroom in person. You can access your lectures, readings and assignments anytime and anywhere via the web or your mobile device.

What is the refund policy?

If you subscribed, you get a 7-day free trial during which you can cancel at no penalty. After that, we don’t give refunds, but you can cancel your subscription at any time. See our full refund policy Opens in a new tab .

Can I just enroll in a single course?

Yes! To get started, click the course card that interests you and enroll. You can enroll and complete the course to earn a shareable certificate, or you can audit it to view the course materials for free. When you subscribe to a course that is part of a Specialization, you’re automatically subscribed to the full Specialization. Visit your learner dashboard to track your progress.

Is financial aid available?

Yes. In select learning programs, you can apply for financial aid or a scholarship if you can’t afford the enrollment fee. If fin aid or scholarship is available for your learning program selection, you’ll find a link to apply on the description page.

Can I take the course for free?

When you enroll in the course, you get access to all of the courses in the Specialization, and you earn a certificate when you complete the work. If you only want to read and view the course content, you can audit the course for free. If you cannot afford the fee, you can apply for financial aid Opens in a new tab .

Soft Skills Training PowerPoint And Google Slides Templates

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Soft Skills Training Presentation Slides

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Soft Skills Training in the Workplace: It’s Time to Soften Up

Table of Contents

The main thing is that they can help employees master communication skills with no risk to the business until they’re ready to test them in the real world. Besides, unlike live workshops, there’s no need to gather all the trainees in one place and spend enormous amounts of time on individual practice. Dialogue simulations allow tens and even hundreds of professionals to practice when and where they wish.

A key feature of a good dialogue simulation is the use of branching scenarios , wherein each decision the employee makes has consequences. This ensures that everything works like it would in an actual interaction between two people.

Authoring tools like iSpring Suite make creating dialogue simulations very simple and quick, and allow branching scenarios to be added without complex coding.

Augmented and virtual reality can also be very effective ways to develop soft skills in employees. These tools allow organizations to replicate real-life scenarios that employees might face and train them on the best way to react in those situations.

For instance, you can replicate scenarios in a virtual world in which an employee has to reply with empathy to a co-worker experiencing difficulty in their personal lives. Or you can recreate a situation when a manager needs to give critical feedback to their staff.

A great example of VR training for soft skills is the ‘CoPilot’ program developed by Talespin .

Talespin’s CoPilot platform allows you to use virtual people with social and emotional intelligence that are powered by artificial intelligence to teach interpersonal skills.

How to Conduct Soft Skills Training Online

By now you may be wondering what the quickest and easiest way to get the best soft skills training online is, so let’s run through a quick step-by-step process.

Step 1: Identify the necessary soft skills

Establishing the precise skills that align with the objectives of your company and the specific requirements of your workforce is a vital step to take before beginning online training for soft skills.

Step 2: Perform necessary prework

This step will depend on which methodology and soft skills training software you’re using, but in general, at this stage, you should identify your learning objectives and define what should be covered in the course. Plus, decide how you will make the vision a reality – which authoring tool you will use.

Step 3: Create courses

This part of the process will depend on what type of training courses you want to create and the software tool you decide to choose. Easy-to-use eLearning authoring tools like iSpring Suite are ideal for creating the slide-based courses , quizzes, video tutorials, and dialogue simulations we’ve covered above.

To create a conversation simulation quickly and easily with iSpring, simply follow the steps described in this article .

Step 4: Deploy courses through an LMS

When you’ve finished creating your soft skills course, the next decision to make is how to publish and share it. Most organizations prefer to deliver their training via an LMS like iSpring Learn , which allows for the easy tracking of results and completions, and the flexibility of using any eLearning format you want. However, you can also share your course on your corporate website/intranet or email it to your employees.

Step 5: Encourage continuous learning

By continuously providing opportunities for training in soft skills, you can foster an environment that values lifelong education. To maintain employees’ interest in their professional development, this may include advanced modules, refresher courses, or periodic updates.

Final Thoughts

The commitment to soft skills development training demonstrates a forward-thinking approach to talent development, recognizing that success in the modern workplace requires more than just technical knowledge.

As employees continue to improve and utilize their soft skills, organizations become more capable of thriving during challenging times and achieving long-term success.

Does your organization have a soft skills training plan? If so, what methods do you use to deliver the training, and how effective has it been? We would love to hear your thoughts in the comments section.

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Content creator:

Helen Colman

She enjoys combining in-depth research with expert knowledge of the industry. If you have eLearning insights that you’d like to share, please get in touch .

Soft Skills Training PowerPoint PPT Presentations

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Soft skills training presentation template.

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Customer Service Team Soft Skills Training Module on Customer Service Edu Ppt

The training module in-depth covers essential soft skills for the customer service team. The PPT deck includes the dos and donts of attending to customer complaints, a real-time case study, and the golden rules of customer service. Further, the PowerPoint module contains activities, key takeaways, and multiple-choice questions related to the concepts covered. It contains additional slides on about us, vision, mission, goal, 30-60-90 days plan, timeline, roadmap, training completion certificate, energizer activities, detailed client proposal, and training assessment form.

This deck is a part of our principal module on Customer Service. Click here to access it

Customer Service Team Soft Skills Training Module on Customer Service Edu Ppt

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Presenting Training Module on Customer Service Team Soft Skills. This deck comprises of 113 slides. Each slide is well crafted and designed by our PowerPoint experts. This PPT presentation is thoroughly researched by the experts and every slide consists of an appropriate content. All slides are customizable. You can add or delete the content as per your need. Not just this, you can also make the required changes in the charts and graphs. Download this professionally designed business presentation, add your content and present it with confidence.

People who downloaded this PowerPoint presentation also viewed the following :

Business Slides , Complete Decks , All Decks , Human Resource Management , Customer Service , HR , Training Modules , All Modules , HR , Customer Service , Customer Service
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Customer Care

Content of this Powerpoint Presentation

This slide depicts an activity that the customer care executives can perform during their training session to improve their listening skills.

Instructor Notes:

The activity may be challenging, but the more you practice it, the better your team members will become as they recognize the importance of listening when providing quality customer service

Takeaway- There are numerous levels of listening. We often find it difficult to listen deeply, especially when distractions surround us. Consider what tips or techniques you can use in your communications to strengthen your listening skills.

This slide covers information regarding customer service basics and soft skills required to be a good customer care executive.

This slide covers information regarding why interpersonal skills are important in building connections with the customers and shows how positivity and empathy are crucial factors to convert a customer into repeat customers.

This slide covers an exercise on positivity and training that can be provided to the customer service executives.

This slide covers the importance of clarity in communication by a customer service executive while communicating with a customer.

This slide covers information regarding tips that can be used for clear communication by a customer care executive. The tips are patience, honesty, effective listening, avoiding interruptions etc.

Instructor Notes: Following are the tips that can be used by a customer care executive for clear communication-

Patience: Have patience with the customers and try and understand their point of view, even if they are too aggressive
Under promise and Over Deliver: It's easy to offer the world to your consumers, especially if you think it'll help them relax or make a conversation go smoothly. Setting reasonable expectations and then exceeding them is always preferable. Don't give any firm deadlines or commit to anything you're not sure your team will be able to accomplish
Learn About Your Customer: Before attempting to assist the consumer, the more information, your staff has, the better it is. Make all of that data easily accessible to anybody who interacts with customers—the less information your team needs to get from customers, the better
Be Honest: 89% of customers said they're more likely to support honest brands. If the customer care executive does not have the correct answer for the customers, tell them you are unsure. Remember to tell them when they can expect a resolution of the issue
Ace Your First Impressions: First impressions are your finest chance to make a winning impression. The importance of first impressions, especially immediate ones, cannot be underestimated. Make sure your staff goes above and beyond to meet and exceed your clients' expectations
Actively Listen: Active listening is a must for effective communication. In customer service, active listening involves being completely attentive to the client's words, comprehending what they mean, and responding in a way that supports what they're saying
Be Positive: When you use optimistic words, it's simpler to understand and accept bad news. For example - Which of the two sounds better? "I won't be able to assist you till next month. We're having supply chain problems, so that's not available right now." Alternatively, "Next month, that product will be available. I can place an order for you right now and ensure that it is dispatched as quickly as possible. “
Avoid Interrupting: A customer service representative should not overwhelm customers with several questions without giving them a chance to answer.
Can you confirm?
Let me know if that's right
End Every Interaction with an Invitation- "Is there anything that can be done", should be the last line of every interaction. It shows to the customer that you are willing to assist and go an extra mile when necessary.
Ask More Questions: Ask about your consumers' feelings. If they provide you with any insights, make sure you comprehend the context. Always ask more.

This slide covers exercise that can be provided to the customer service executives on product demonstrations.

This slide covers information regarding how assertiveness and directness can help customer service executives in communicating the best solution to the customer’s problems and issues.

This slide covers information regarding the benefits of being assertive in customer service role.

Instructor Notes: Following are the tips to become more assertive and to improve the ability to handle customer service scenarios.

Don’t Mistake Assertiveness for Aggression: Aggressive behavior is all about winning, but assertive behavior is about finding a satisfying solution to a customer's problem while having a direct and honest approach
Think About Situations: By taking time to understand what a customer is saying, a customer care representative can prevent appearing as if they have made a hasty or reactionary decision without thinking. Furthermore, they will have more processing time, which will allow them to build a confident response that will satisfy the customer
Use ‘I’ Statements: 'I' statements are used in all assertive statements. They reflect emotional states and interests, whereas 'you' statements may be interpreted as aggressive and provoke an unwanted response from a customer. The use of the word "I" is less confrontational and conveys a direct, authoritative tone
Always Find a Solution: A customer care executive has to be assertive when they cannot agree to a customer's demands. Instead of saying "no" to a customer, they can try providing a different solution. A compelling alternative will make the customer feel like they've had a productive chat with someone who understands their problem and cares about the ongoing relationship
Tell the Truth: Assertiveness is based on expressing one's feelings. A customer service executive can use assertiveness to communicate effectively with customers by employing short words that clearly express their opinion

This slide depicts an exercise in which customer service executives can role-play with one another in order to better resolve their customers' problems.

This slide highlights the importance of product features training for customer care executives to handle customer queries regarding product usage effectively.

This slide covers information regarding the importance of training the customer care executives on the product’s feature so that they can better assist their customers.

Instructor Notes: How does good product/service knowledge help?

Good customer service: Customer service representatives familiar with all elements of a company's products/services can address problems more quickly and effectively.
Clearer communications: Product knowledge allows a customer care executive to accurately and persuasively communicate the benefits and features of products/services. The more information the agents have, the better they will be able to communicate.
Confident assistance: The customer care executive tone and attitude become more confident as a result of his/her product understanding.
Build trust: When it comes to building trust, all of a company's customer service representatives must have access to the same, up-to-date information.

For instance, if a consumer receives different versions of information from various customer service representatives, customers will be hesitant to associate with the brand. They will lose faith in your brand. They are more likely to trust brands that demonstrate confidence in their products.

This slide covers information regarding the importance of teaching customer service executives about the product so that they can provide high-level assistance to the customers.

Instructor notes: The sources from where the customer service executives can attain product/service knowledge are:

Product Literature
Customer Feedback
Experienced Colleagues
Production Units
Training Programs
Own User Experience

This slide shows an exercise how a customer service staff can establish a knowledge base about a product/service in the form of a guide or directory to better assist consumers.

This slide covers information regarding the information regarding crisis management and how it is an essential component of public relations.

Instructor note: Crisis Management Process

Pre-Crisis: Preventing potential crises is the first step in crisis management. It includes developing a crisis management strategy, employing and training a crisis management team, and conducting mock drills to test your system
Crisis Management and Response: It includes the process of dealing with and reacting to various stages of a crisis
Post-Crisis: Finally, examine your crisis management strategy with your crisis management team to see how it performed in a real-life emergency situation

Types of Crisis:

Personnel crisis: When an employee or someone else connected to a company engages in unethical or unlawful behavior, this misconduct can occur in or out of the office and be related to the individual's professional or personal life
Organizational crisis: When a company has wronged its customers by taking measures that negatively impact its customers. For example, customers who deserve to know the details of a given topic may be kept in the dark about crucial information
Technological crisis: When servers fail, software crashes, or another technological device fails, the entire network is disrupted. It could cost a company a lot of money, make customers doubt their trustworthiness, or destroy their reputation
Natural crisis: Natural calamities such as hurricanes, floods, and winter storms can damage or destroy a company's office space. Depending on the location of a company, it may be more vulnerable to numerous natural calamities that occur throughout the year

The dos and don'ts of crisis management

Do have a plan
Do restore service ASAP (if possible)
Do provide a consistent response
Don’t be defensive
Don’t make hasty decisions
Don’t ignore risk

This slide covers information regarding how designing a crisis communication plan can help customer service executives to resolve the crisis.

Instructor note: Crisis Communication Tips for Great Customer Service

Gather All Necessary Information: First and foremost, a customer care representative must acquire all necessary facts regarding the problem to determine the best course of action
Develop a Crisis Management Team: The next step is to form a crisis management team that will lead the charge during a crisis. This group will assist in keeping your company and staff on track and on task throughout the crisis, as well as prepare the customer care team for future crisis
Create a Knowledge Database for the Crisis: It is critical to provide all relevant information to management, employees, and customers in order to ensure excellent customer service during a crisis. The goal should be to equip your company to deal with every situation that arises
Prepare Crisis Management Customer Service Responses: The customer care team members will be able to confidently answer all customer questions in a realistic, clear, helpful, compassionate, and consistent manner if you have a list of prepared crisis management responses
Ensure Management is Always Available: To answer questions, management should be available at all times via social media, email, text message, internal systems, or phone. They should be available to deal with escalated customer care inquiries
Provide Omni channel Support: By delivering Omni channel support, a customer care executive can engage with its consumers anywhere and whenever they choose. It's crucial to connect with customers on their preferred channel at all times, but it's especially critical during a crisis. Whether your consumers contact you via email, social media, live chat, blog, or the phone, you must be available to respond and engage with them

This slide shows an exercise where customer service staff can conduct mock calls to resolve a real-life issue with the product/service.

This slide contains information on how customer service executives can work together as a team to address problems faced by the customers.

This slide contains information on the benefits of customer service teamwork. The benefits include a faster resolution to customer’s concerns and consistent customer service support.

Instructor note: Ways to bring your customer service team closer together

Speed up and streamline communication between customer care representatives
Make your hiring and training process meaningful, memorable, and personal
Review your customer personas together
Appoint a decision-maker
Make customer information available to everyone
Be open about your goals and objectives

This slide shows an exercise where the company can organize out-of-office events for the customer care executive teams to bring them together and create strong bonds.

This slide explains how delivering outstanding customer service may turn customers into active promoters of the company.

Instructor Note: Following are the tips to increase customer advocacy:

Empower your team with the right tools: A customer care executive can track customer interactions across many channels with a helpdesk ticketing system. A help desk can also assign customers to specific support representatives, track key metrics, and resolve issues quickly and efficiently
Train your staff on customer service skills: Well-trained customer care executives with emotional intelligence and a broad communication skill set are better at creating customer relationships
Make your return/cancellation process painless: An easy return and refund process makes a business shine in customer's eyes. The chances of doing business with them again also increase. A company may lose revenue from one canceled order but will gain a happy customer, even coming back to buy again
Keep an eye on your metrics: Metrics can be a pain to track, but they are vital in delivering the best possible customer service

Some great metrics to track include:

Time to first response
Average resolution time
Resolution rate
Customer satisfaction ratings

This slide explains that a customer care executive must have a high level of conflict resolution quality to provide solutions to their customer's problems.

Instructor Note: Following are the conflict resolution tips that can be deployed by customer care executives in certain situations-

Set expectations based on previous experiences
Clear communication
Active listening
Acknowledge customer’s specific needs
Not to blame anyone
Say you're sorry
Stay calm and professional
Help customers in a way they want to be helped
Not to interrupt the person while he/she is talking

This slide showcases the multiple phrases that customer care employee must never say to complaining customers.

This slide covers the concerns regarding customer violating the rules and regulation of using VPN on multiple devices

Instructor’s Notes:

Representative: Dear Sir or Madam,

We're contacting you because we discovered you installed our VPN software on various devices while enlisted in our single device plan.

Did you intend to upgrade to one of our multi-devices plans instead?

Please let us know, and we'll put you in touch with a suitable package.

This slide provides information regarding the multiple golden rules to attend to customer complaints effectively.

This slide indicates the basic yet important rules to ensure that customer care executives offer great service to customers. The major rules mentioned are: never leave customers waiting, always delivering what is promised, listening to customers, deal with complaints, be helpful, even if there is no immediate profit, and upskill staff.

Never Leave Customers Hanging: Nobody likes being left waiting. So, if a customer calls with a complaint, always answer
Always Deliver What is Promised: Reliability is one of the most important factors to foster good relationships. So, avoid making fake promises to customers that can't be kept
Listen to Customers: Allow the customer to speak. Show interest in conversation by giving the appropriate responses. Before offering a solution, summarize the problem to the customer
Deal With Complaints: Properly deal with the complaints as they are opportunities in disguise. Use them to improve product or service offerings
Be Helpful, Even If There Is No Immediate Profit: Be forthcoming to resolve a customer complaint as a happy customer eventually becomes a passive brand advocate. Also, the focus must be to make loyal customers, not making only sales
Upskill Staff: Impart training to customer support staff to make them helpful, courteous, and knowledgeable

This slide depicts the summary of customer service basics and soft skills session.

Slide 68 to 82

These slides depict energizer activities to engage the audience of the training session.

This slide highlights the cover letter for the training proposal. It includes details regarding what the company providing corporate training can accomplish for the client.

The purpose of this slide is to showcase the multiple types of courses offered by the training company.

This slide indicates the major deliverables that the corporate training firm will provide to the client. The key deliverables highlighted are session plans, PowerPoint deck, evaluation material, and training handouts.

This slide represents the multiple additional services offered by the training firm to the client, such as webinars, planning journals, and e-learning design solutions.

This slide tabulates the major deliverables offered by the training company to the client along with their associated costs.

The purpose of this slide is to highlight the multiple additional services offered by the training firm along with their cost details.

This slide provides an overview of the corporate training firm's vision and mission statements, core values, and key clients.

This slide highlights the major awards and recognition won by the training firm for their exceptional service to clients.

The slide provides information regarding the team members that would be providing the training services to the client. It includes details of the trainer and their respective designations.

The slide provides information regarding the team members that would be providing the training services to the client. It includes details of the employees’ names and their respective designations.

This slide provides information pertaining to testimonials given by satisfied clients of the training firm.

This slide highlights the testimonials from multiple satisfied clients of the training firm providing information regarding congratulatory messages, client name, and company details.

This slide showcases the case study for the training proposal. It includes information regarding the problem faced by the client and solutions offered by the training firm. It also covers details of the results and client testimonial.

This slide provides information regarding the contract terms and conditions of the training proposal. It also includes details of deliverables that the training company will provide to the client.

The purpose of this slide is to provide the contact information of the corporate training firm. It includes the firm’s official address, contact number, and email address.

This slide highlights the training evaluation form for instructor assessment. It also includes sections to fill details of training information and attendee details.

This slide showcases the questions for the assessment of the training content by the attendees.

The slide indicates the evaluation form for course assessment. It also includes questions pertaining to the future actions of the attendees.

Customer Service Team Soft Skills Training Module on Customer Service Edu Ppt with all 118 slides:

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Soft Skills PPT | Presentation | PDF | Free Download

Soft Skills PPT | Presentation | PDF | Free Download : In this competitive world, both the hard skills and soft skills are required. Everyone can have the hard skills like a degree; proficiency in computer programming etc. but the success comes with the combination of hard skills and soft skills. At present, we can see that people are very interested in learning soft skills because every company or every firm wants their employees to be best at soft skills. Some of the soft skills are as below:

Counseling Skills PPT: Definition, Formats, Process and Types

Soft Skills PPT | Presentation | PDF

Body language
Communication
Flexibility
Time management
Rate of speech
Preparation of resume including self-introduction

Fig1: Skills Required for the Requirement of Job

Now, let us discuss few of them in detail and this will help the people in improving their soft skills and will improve the performance in interviews. They are as follows:

1. Body language:

It is a natural representation which is inbuilt within each and every living organism in this world. It is also known as the first language of the world. It is also called as a nonverbal communication.
This language delivers its meaning with the help of the physical movements of our body parts which comprise of face expression, body posture, gestures, signs, eye contact, hand, and feet movement.
It aids us when the verbal communication is difficult. It also determines the attitude of a person during a conversation.
It is easy to express short notes or messages. A positive and an effective body language are always necessary to succeed in any part of the life.
Researchers have shown that the effectiveness of communication depends up to 60% on the body language.

Social Media PPT Presentation Free

Important facts about body language:

Always carry a pleasant smile in your face.
Maintain a proper eye contact. You can pull a small trick here by using some coloured eye contacts to make your eyes shine.
When you have the chances of standing, stand up because people who stand always look powerful.
Always use your arm movements during any kind of explanation, which will make you look confident.
Always sit with your toes pointing out.
Avoid hand to face movements during any conversation.
Don’t cover or hide in a meeting or a group discussion.
Avoid folded arms and crossed legs during speaking and listening.
Avoid nail-biting, scratching head during any confused situation.
Avoid grooming gestures when you are in public.
It is an artificial representation which is not found common in this world. It is a tool which is used to communicate a message from one to one another of the same group.
It is also called as verbal communication.
Each language has its own set of rules in delivering the meaning from one to another.
The grammar of each and every language has to be properly understood to master it.
Researchers have estimated that there are up to 7000 different languages spoken around the world.

Important facts about language:

The grammar has to be properly used to during all the conversations.
Always think before you talk.
Use simple and short sentences to convey your messages.
Avoid using complex and long sentences.
Don’t use verbal and nonverbal fillers during the conversation.

Communication Skills PPT Presentation

A modern example of body language or language:

A person walking in a computer only with the help of a keyboard is called as a body language.
The same person working with the help of a mouse and a keyboard is called as a language.
So it is very clear that proper usage of both body language and the language is essential to succeed in every body’s day to day life.

Communication:

It is a process through which a message is exchanged from the sender to the receiver and vice versa.
The communication process will be complete once the receiver understands the message of the sender. If not, the communication process will remain incomplete.
The proper usage of grammar helps in building an effective communication.
It is a set of guidelines which tells us clearly how, when and where to use the words of any given language. Hence all these guidelines form into one shape called grammar,
In today’s modern world grammar is defined as the Mother Board of all languages.
It is a set of guidelines for any given language in the world.
The grammar controls and designs the output of all kinds of communication of an individual.
A language can be mastered only after mastering its grammar.

Teamwork , patience and time management:

Teamwork, patience and time management is a very important quality because this helps in working with a group of people to achieve the goals of a firm or a company.

The rate of speech:

To communicate clearly, a rate of speech plays a vital role. Speaking fast does not mean that one speaks a good language and speaking slowly does not mean that one has less knowledge in the language. An average rate of speed should be maintained to deliver the message clearly. The average speed of a perfect speaker is around 130 to 160 words per minute.

Preparation of a resume and self-introduction:

Well, a self introduction is one of the important and the first question which would be raised at any interview, irrespective of the field.
The interviewer would judge your communication and the usage of grammar during the conversation.
A resume is a document which represents an individual’s skills, education, work experience, background and other details.
The two fundamentals that are involved in drafting a resume are as follows:
Major or unchangeable fundament
Minor or changeable fundament

Presentation Skills PPT: Planning, Effects and Techniques

Content of the PPT and PDF for Soft Skills PPT Presentation Seminar

What are Soft skills?
Importance of Soft Skills
Communication skills
Making Decisions
Self Motivation
Leadership Skills
Team-Working Skills
Creativity and Problem Solving Skills
Time Management

Here we are giving you Soft Skills PPT with PDF. All you need to do is just click on the download link and get it.

Soft Skills PPT Download

Soft Skills PDF Download

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Rewards and Recognition PPT: Definition and Types

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