“Oh the comfort, the inexpressible comfort of feeling safe with a person, having neither to weigh thoughts nor measure words, but pouring them all right out, just as they are — chaff and grain together — certain that a faithful hand will take and sift them, keep what is worth keeping, and with the breath of kindness blow the rest away.”
― Dinah Maria Mulock Craik, A Life for a Life
Often we are asked how soft skills training impact a person’s life. This quote gives me an incredible way to describe it – communication skills helps to ‘pour it all out’ but soft skills training helps you to decipher what is worth keeping and what needs to be blown away. It is the deeper ability to sense what is not being said and to understand the wisdom in what is being said even if it does not agree with your senses. It is the ability to understand that there is a reality that is different from one’s own and that is still real to the other person.
“It’s okay to disagree with the thoughts or opinions expressed by other people. That doesn’t give you the right to deny any sense they might make. Nor does it give you a right to accuse someone of poorly expressing their beliefs just because you don’t like what they are saying. Learn to recognize good writing when you read it, even if it means overcoming your pride and opening your mind beyond what is comfortable.” ― Ashly Lorenzana
Soft skills training helps you to understand that communication is not only about what is being said but it is also about that which is not being expressed. This comes through observing the body language and listening for feelings in the message. This enables you to comprehend both the tangible and the intangible. This is truly what creates effective two-way communication – the only way to develop good communication skills.
With the marketplace becoming global, business cannot be done effectively and seamlessly without an awareness of the cultures of your customers. Also, since a lot of transactions are conducted on the phone, telephone etiquette training is often requested in corporate training.
India has achieved its stardom through the out sourcing of customer service centers which provided technical support for its customers from all over the globe. Telephone and email were the contact channels to the customers. Hence Telephone Etiquette was very critical in providing excellent customer service. So telephone etiquette training became an important part of the corporate training programs.
Emotions ran high on these calls as expensive equipment is giving trouble. Also, the comprehension between the two parties was greatly impeded by the challenges in communication. The customer service representative often had to deal with anger and sarcasm but the core learning that we hope to imbibe is, “Rudeness is the weak man’s imitation of strength.” – Eric Hoffer (1902 – 1983)
Our training taught the representatives numerous techniques to stay calm and ask the right questions – Open-ended questions that help to gather the information needed to troubleshoot and close-ended questions that allow you to get key information from the client. Active listening is advocated when the client is engaged and giving information without resistance and reflective listening when a client is angry, irate, uncooperative and condescending. Our mantra is, “One of the greatest victories you can gain over someone is to beat him at politeness.” – Josh Billings (1818 – 1885). We believe that the ability of the representative to maintain his/her composure is the ticket to an effective call. All the tools, techniques and methodologies that help us to attain this end is focused on in the training.
“Training is everything. The peach was once a bitter almond; cauliflower is nothing but cabbage with a college education.” – Mark Twain
Mark Twain could not have put the benefits of corporate training more aptly. It is life changing and rejuvenating for both the business and the employees when the learning from the training is implemented in everyday life.
MMM Training Solutions specializes in soft skills training and personality development courses. We strongly advocate that your thoughts drive your destiny. Most people are skeptical when we hear our stance but this quote from Gandhi gives more clarity than we can explain:
“Keep your thoughts positive because your thoughts become your words. Keep your words positive because your words become your behavior. Keep your behavior positive because your behavior becomes your habits. Keep your habits positive because your habits become your values. Keep your values positive because your values become your destiny.” – Mahatma Gandhi
Hence the focus of our personality development courses encourages you to first create self-awareness and identify areas of development. Often as leaders we expect others to change while we do not indulge in any self-enhancement. We advocate that the best leaders are the ones that can role model the behavior that they want to see in others.
Henry Kissinger put it very aptly when he said, “The task of the leader is to get his people from where they are to where they have not been.” This crusade requires the leaders to be willing to explore uncharted territories and be confident to handle the challenges that erupt on the way. It requires the leaders to have the skills that are required to influence and gently persuade the team to choose these paths of growth and development. Hence our leadership programs often have a combination of soft skills training and personality development courses.
This is a story of a mother who took her son to a well-known sadhu because he was addicted to sweets. When the sadhu heard the problem he asked the mother to bring her son a week later for a healing session. The perplexed mother did as she was asked. A week later, before her son went in for the session, she asked the sadhu the reason for the week’s delay. The sadhu said that he loved sweets himself and sometimes tended to overindulge. He knew that he could not authentically advice the boy when his weakness loomed large. So during this week he gave up sweets and went through the whole experience of giving up something he loved. “Now I feel competent to advice your son,” concluded the sadhu. The astonished mother was left speechless by the authenticity displayed by the sadhu.
Leadership is about not only helping others to reach a higher destiny but one striving always to do the same. When one comes from a space of humility, we realize that we all are in a process of continuous change. This will help us to be more tolerant to the weaknesses of others. This revelation is what our training programs strive to inculcate.