Job Readiness Training Manual

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Table of Contents
INTRODUCTION.......................................................................................................................................3
SESSION ONE: JOB READINESS...........................................................................................................4
1.1 Job Search..............................................................................................................................................5
1.2 Curriculum Vitae (CV) and Cover Letter Writing...........................................................................14
1.3 How to Write a Job Application Cover Letter..................................................................................19
1.4 Interview Skills....................................................................................................................................21
1.5 Personal Branding...............................................................................................................................25
1.6 Business Attire.....................................................................................................................................27
1.7 Social Media Profile......................................................................................................................29
SESSION TWO: EMOTIONAL INTELLIGENCE..............................................................................33
2.1 Emotional Intelligence and major components of emotional intelligence.......................................33
2.2 Emotional Intelligence and decision making.....................................................................................36
2.3 How to improve your emotional intelligence.....................................................................................37
SESSION THREE: INTERPERSONAL SKILLS................................................................................41
3.1 Communication Skills.........................................................................................................................42
3.2 Listening Skills....................................................................................................................................50
3.3 Team Building.....................................................................................................................................52
3.4 Negotiation Skills.................................................................................................................................55
3.5 Problem Solving Skills........................................................................................................................60

REFERENCES........................................................................................................................................65

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INTRODUCTION
The main objective of job readiness training is to prepare participants to excel in the modern-day
workforce. For participants to be a successful employee, it is necessary to have a wide range of
employable skills that will make them stand out or competent from the rest of job searchers. Job
Readiness training is a comprehensive overview of social emotional learning dialed in to helping
individuals create and define their professional persona. By the end of this training, participants
will have an updated professional resume, be trained, and practiced in interviewing skills, and
have an established skill to be mindful about who they are and those around them through
emotional literacy which will aid them better communicate in the social context.
This training covers technical skills and life skills on how to make them ready for a job hiring
process and skills that will help them in the workplace once they get a job.

This Training focuses on developing skills in:

 JobReadiness
 Emotional Intelligence and
 Interpersonal Skills

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 Symbols/ Icons Used in this Training Manual

Icon/Symbol What it Refers to Description

Important notes Important notes for the participants to keep in

ⓘ mind

 Group or individual exercises/activities which

might be done in the class or outdoor or at the
Exercises/Activities
work place

∆
Definitions Definition of key words in each topic will be
provided as part of the basic concepts

 Summary Important learning points from each topic

Sources of information used in the training

material and further readings that can be helpful
 References
for the learner during or after the training.

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SESSION ONE: JOB READINESS
Training Objective

The overall objective of this training will be to equip participants with the necessary knowledge
and skills that will help them to prepare,to seek or obtain employment, and to keep their jobs once
they are hired.

Specific Objectives:
At the end of the training participants will be able to:
 Describe the necessary skills for an effective job search
 Explain the essential components of a professional Resume and Cover Letter
 List the required skills to carry out an effective interview and Business Attire
 Know how to Optimize their social media profiles and amplify their Personal Branding

1.1 Job Search

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∆Definition

Job search is an instance of active contact with a potential Employer to apply for a job, and
includes a contact by phone or in person, by submitting a written application, or by attending a job
interview.

Job search strategies and skills can be categorized into three parts:

1. Practical steps that you can take to improve your chances of getting a job
2. Tools and tricks that a job seeker can use to increase interview chances
3. Positive psychological attitudes and outlooks that can help to reinforce the process and keep
it going.
For some people, these come naturally. We all know those people who seem to create extensive
networks with others as though it were second nature, right? Others of us need a little bit of help
and guidance.

We’ve separated job search strategies and skills into four sections: traditional search skills,
modern search skills, self-improvement skills.

1. Traditional Job Search Skills

The foundation of a successful job search begins with traditional skills. These are the skills that
existed before the advent of the Internet, instant communication, and online profiles. They consist
of scanning newspapers, using the phone, walking into establishments with your own two legs,
and generally having a hard-nosed sense of purpose to find employment. You may be wondering
why it’s important that you practice these skills in these modern times. In short: because they still
work, and they leave a strong impression on hiring managers.

So, for a brief moment, let’s travel back in time to when no telephones were cordless and
televisions were fat and heavy.

Here’s how someone would start their job search:

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Scanning Newspapers

Scanning newspaper classified job ads for employment is still a key method for finding a job. Not
all establishment owners are web savvy, nor do they need to be. Many are older and more
traditional — therefore, the classifieds job section in your local newspaper is still worth looking
through.

What should be your strategy when looking through newspaper job ads?

Get a pen, and circle jobs that look relevant to you choose jobs that are below your pay grade.
Don’t be too picky — throw out a broad net, just in case you run into bad luck.

If there is a phone number, give them a call directly. Even if there’s also an email attached.

Send a resume and cover letter via the email address given.

Telephone Cold Calling

Cold calling is about as enjoyable as jumping into a cold pool. Nobody really likes it, but it can
create too many opportunities to pass up. These are the benefits of cold calling:

 You can clarify the application process, if it is unclear

 You may be first in line if the company has just decided to hire new employees
 You’ll leave a strong impression on the hiring manager, who is likely to be surprised by a
confident cold call
 You can cold call any company you want — especially the ones that could give you your
dream job
 Be sure to speak into the phone with confidence. If you sound meek, you may leave a negative
impression.

Legs: They’re madefor Walking

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Walking into an establishment to ask about employment is even more nerve wracking than cold
calling, but the potential is even greater. Take these steps to ensure a successful visit.

 Dress up to make a smart impression

 Bring copies of your resume and cover letter
 Do your research, and ask to speak to the hiring manager by their specific name
 Make sure you’ve done your research on the company before walking in. There is a possibility
that you will get interviewed on the spot, if you’re qualified and lucky enough. You don’t want
to stutter and look foolish, having walked into an establishment without knowing its purpose
and cause for existence!

Leverage Your Network

Did you know that the #1 trait of successful people is that they ask other people for help? Many
people have a fear of “troubling” others by asking for assistance. The truth is, people generally
like to be helpful, unless you’re asking for a serious time commitment. Fortunately, asking other
people if they are aware of employment opportunities does not qualify as a serious time
commitment, so you are in the clear.

Ask your friends, friends of friends, and family if they are aware of any employment
opportunities. With luck, that person will recommend you directly to the hiring manager, which
will almost certainly put you on a short list for an interview, given that you are qualified enough.

Tip
 You may wish to send out a letter of interest to companies you are impressed by, even if
they’re not advertising. You can use any contacts you have in the company to put in a good
word for you
 If you don’t have many friends, family, or connections, this may be harder. It’s never too late
to start making new friends.

Modern Job Search Skills

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Modern job search skills are quickly becoming an absolute necessity to successfully apply to
major corporations, and especially modern types of business like web companies and app
developers. By “modern” we are, of course, talking about the Internet and its various jobs search
tools and aides. Currently, the defining characteristic of Internet-based job search tools is how
rapidly they change. Fortunately, this has largely been for the better — generally there’s been
increased ease of use, and less spam, scams, and nonsense.

However, the rapid evolution of the Internet means that you’ll need to constantly brush up on
your skills in order to keep up with the zeitgeist. Here are the major tools you’ll need to succeed
in the current era:

Job Search Engines

Although utilizing your personal network is best, sometimes it need to be supplemented. Job
search engines are great because many of them now aggregate job postings from other websites,
providing a huge collection of postings from around the web.

Job search engines are especially useful for international searches, as that is where many
recruiters will go first when seeking a particular employee with a unique set of skills.

When used correctly, search engines are a great boost to any job hunt.

A. Twitter

At first glance, Twitter is a terribly shallow mess of spam and nonsense. Yet, we can sum up our
argument for why you should give Twitter a chance in three pictures:

As it turns out, there are diamonds in the rough! Use the search function to search for your
profession, and you may encounter tweets from companies looking to employ someone like you.
It’s worth a shot.

Make a LinkedIn Account

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This is a must. Set up a LinkedIn account and tailor a well-worded outline of your career.
Recruiters are using this network for professionals more and more frequently to find new talent.
You can add your resume to LinkedIn, plus your friends and co-workers can endorse your skills
and write letters of recommendation for you.

Employers can actually find your profile when searching for related keywords, meaning that
simply by having a LinkedIn account you’re actually passively accruing job leads.

You can’t argue with that kind of efficiency.

B) CAREER FAIRS

It is an event in which employers and recruiters give information to prospective employees. Job
fairs are customarily targeted toward specific industries. These ads will usually come with a list of
the organizations that will be present.

Career fairs mean to sell yourself in the market to that company, which you are interested in, put
resumes to that company. In a career fair when you contact a recruiter it's considered a short
interview, the main interview taken by the hiring manager in an organization.

Career fairs are the best options to currently graduated students they get experience to face lots of
interviews at one time. The form that they take a decision regarding what actually they want in
their future career.

C) RECRUITMENT AGENCIES

Research agencies to find out about the services offered reputed companies. Some of the Private
employment agencies are in the business of filling job openings for their clients.

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For students who don’t have much work experience and have yet to decide what type of work
they would like to pursue full time, part-time recruitment agencies can be a great option, because
normally some agencies provide service free to job seekers.

Agencies conduct pre-screening before the frame of reference; it helps to increase the chances of
selection. Ask them about the opportunities currently available in their agency.

The agency may be capable to provide you with an idea of which profile they think would be a
better fit for your skillset. The agency may have worked with this organization before and can
give you ideas or some tricks on how to prepare and what do they expect.

Steps to an Effective Job Search

1. Make a Career Plan

Learn how to take charge of your life and career by studying the importance and benefits of
creating a Career Management Plan. A career management plan will help prepare you to take the
necessary steps to make your career goals happen and to look for ways to improve your job skills.

2. Take a Skills Assessment

Take a skills assessment to help you find job options that match your skills, interests and values.
Skills assessments help you learn about yourself, make better career and education decisions,
present yourself better to employees, interview better, become a better employee and gain
confidence. You will be happier if you choose a career that matches your unique skills, your
interests and values.

3. Establish your Short and Long Term Goals

When you have completed your skills assessment, establish your short and long term goals. Your
short term goal may be to find a job in which you are currently qualified for and can succeed in
today.

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Your long term goals should be established by documenting what skills, knowledge and
experience you need to gain to move forward in your career path.

4. Improve your Office Skills to Broaden your Job Prospects

Based on your career goals, establish a professional development plan and start taking the courses
you need. Office skills are transferable skills which means you can use them in any company.
Office Skills that are in demand by employers today include Keyboarding, Word Processing,
Spreadsheets, Databases and Presentations.

5. Create your Resume and Cover Letter

Document your job objective, achievements and education using a Resume Questionnaire. Once
you have your experience outlined on paper, you will be ready to make a digital copy.

Analyze different resume and cover letter formats and create your resume and cover letter using
Microsoft Word or other word processing program. Access to free word processing software is
now readily available at office.com or openoffice.com.

You will also need to know how to save your resume in different formats such as .pdf and .txt in
preparation for uploading. You will also need to know how to quickly modify your resume and
cover letter for different job skills.

6. Start Networking

Search for and apply for jobs via traditional networking channels such as company websites,
college career services & job fairs, job sites, internal hires, recruitment advertising and
employment and local agencies.

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Use social networking in your job search campaign. Create a professional LinkedIn profile,
explore how to apply for jobs and expand your social networking circle by connecting with
people and joining groups.

This is also a good time to find three people who will give you a positive recommendation. Most
hiring managers want at least three reliable references.

7. Learn Interview Techniques

Preparing for the interview is an important part of your job search. Learn how to dress like a
professional and demonstrate the behaviors that employers are looking for at the interview. Also,
the key to a great interview is to review and practice answers to tough interview questions and
also be prepared to carry out phone interviews/screenings. Lastly, learn what questions to ask and
not ask of the hiring manager during your interview.

8. Participate in a Mock Interview

One of the best ways to prepare for an interview is to participate in a mock interview. Most job
search classes or job centers may offer this service or you can practice with your family and
friends. The mock interview gives you the opportunity to demonstrate preparation for the
interview including exhibiting proper business attire, using concise and articulate language
and demonstrating positive and confident body language.

9. Make Contact and Follow-Up

Following up after the job interview is an important of the job search process. Effectively contact
and follow-up with Employers, headhunters and networking companies by sending a thank-you
note and following up with a phone call.

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10. Continue your Job Search

Motivate yourself by sending out at least 2 letters and emails each day In response to job postings
to the contacts you identify within target companies.

1.2 Curriculum Vitae (CV) and Cover Letter Writing

Curriculum Vitae (CV) Writing

∆ Definition

A curriculum vitae is a short written summary of a person's career,

qualifications, and education.

Elements of a Curriculum Vitae

1. Personal details

The personal details section is located right at the top of your CV, and it is the first thing that a
prospective employer will see.

Comments & tips for improvement:

 Heading: The heading of a CV should be the candidate’s full name written in large, bold
letters and centered on the page (not Curriculum Vitae or CV).
 Email: The email address should be professional (e.g. first and last name), definitely not
something like coolguy007@hotmail.co.uk!
 Address: No need to use the ‘Address’ prefix before the actual address and the address
should be written as concisely as possible to save valuable space for more important
information.
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  Nationality, date of birth, gender and marital status are optional details which are best
left out of a CV unless there is a particular benefit for their inclusion.

2. Personal Profile Statement

A Personal Profile is a short statement that tells the employer about your personal skills,
qualities, experiences and career ambitions.

Comments & tips for improvement:

 The personal profile needs to be punchy and should outline the candidate’s personal
qualities as they relate to the role they are applying for.
 The candidate should avoid using vague statements that are not specific enough to carry
any weight or meaning. Like “Two years of experience in business”… what kind of
experience? What did you do? “My excellent skills”… which skills? Try to be as specific
as possible and include real-world examples in your personal profile statement!
 All sections of a CV, excluding the personal details, should be appropriately labelled.

3. Achievements
The achievements section, as the name suggests, contains a short list of impressive achievements
or accomplishments that are a testimony of your skills, abilities, determination and desire to be
successful.

Comments & tips for improvement:

 Statements like “finished my college studies” is very vague, and it doesn’t tell the
employer anything about the candidate’s academic performance or grades achieved. The
point of this section is to impress the employer with key facts or figures, not ambiguous
statements!

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  If a candidate simply writes “working as an IT” in the achievement section, it will not be
clear on why working as an IT support assistant is an achievement that they are
particularly proud of.

4. Education
The education section contains brief information about your education and qualifications
background. Together with the employment and work experience section, it forms the bulk of
your CV.

Comments & tips for improvement:

 The entries in this section need to be in chronological order (i.e. most recent first).
 An undergraduate degree is one of the most important academic achievements of one’s
career and is an excellent selling point! The candidate should put much more focus on this
qualification by mentioning grades and listing down relevant modules.
 This section should not contain irrelevant and outdated education! What is the point for a
graduate to mention their nursery and primary school on their CV? As a rule of thumb,
anything that does not strengthen or add value to one’s application should be omitted.

5. Employment and work history

The employment and work experience section of your CV contains information on your previous
jobs and work history. Employers are particularly interested in this section because relevant work
experience is highly valued and usually an essential requirement for many jobs.

Comments & tips for improvement:

•The following four details are required for each entry: name of the company worked in, start
and end dates (month/year format), job title, and main duties performed.

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•The candidate should omit irrelevant or otherwise insignificant work experience. Having worked
as a cleaner in 2000 will not make the candidate a better IT professional in 2019!

6. Qualifications

The qualifications section is an optional part of your CV and should contain a list of your
professional training, courses and/or qualifications.

Comments & tips for improvement:

•If an “undergraduate degree” is already mentioned in the education section, there is no need to
mention it here again.

•This section should be removed from one’s CV if the candidate does not have any other
additional qualifications to list here.

7. Skills

In the skills section, you should include a list of your key skills and abilities that will enable you
to do the advertised job well. Remember, only include skills that are relevant, transferable and add
value to your application.

Comments & tips for improvement:

•It is recommended to make entries in this section specific and descriptive.

8. Hobbies and interests

You should use the hobbies and interests section of your CV to demonstrate that you’re a well-
rounded person who is engaged in extracurricular activities and the community.

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Comments & tips for improvement:

•Do not mention any irrelevant hobbies on your CV that do not add additional value to your
application.

•Do not disclose political or religious affiliations.

•Avoid listing too many hobbies.

9. References

The references section is the final part of your CV containing the contact details of two people
who know you well, have worked with you before and who can vouch for you to the employer.

If you decide not to include references on your CV, you can simply write “references available
upon request.”

Comments & tips for improvement:

•The referee’s name needs to be written in full.

•The referee’s job title/position shouldn’t be missing
•The address should be accurate and complete

Congratulations! You should now have a pretty good idea about how to write your perfect CV
by following standard CV writing conventions and avoiding some common mistakes.

What makes a CV effective?

 It has a great format and layout, making it easier to read.

 Bullet points and short sentences and appropriately used.
 The CV is fully tailored to the job the candidate is applying for.

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  A minimal amount of colour and design is used to improve the CV’s presentation and
visual appeal.
 It includes all the information a standard CV should contain.
 The same format for dates is used throughout the sections.

What makes a CV ineffective?

 At first glance, this CV example looks very generic, dull and boring.
 It is poorly written and badly structured.
 The CV contains vague statements which are not supported by real-world examples.
 The CV contains too much irrelevant and/or outdated information.
 The layout and presentation of information are unsatisfactory.
 The font is inappropriate and difficult to read.

Activity
1. Prepare your CV in accordance with the elements of an effective CV.
Time: 30 minutes
Purpose: to enable participants apply the learned components of an effective CV preparation.
Instruction: Individual Exercise

1.3 How to Write a Job Application Cover Letter

Writing a cover letter is essential when applying for jobs. This is the perfect way to express how
your specific skills are relevant to the open position.

Steps we can follow to write Job application Cover Letter

1. Write a First Draft

 Organize your thoughts by making a list of what you’re trying to convey.
 Clearly state what position you’re interested in and why
 Your cover letter will be easier to write after your thoughts are collected and organized.
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  Customize Your Salutation
 When writing a salutation, make sure you know who you are writing to. (to a specific
person or organization)
 After your salutation, start your letter with a short introduction of yourself.

2. Write Intentionally
 Your cover letter should be no more than one page, so keep your points brief.
 Explain why you are a good fit for the company because of your past job experience.
3. Close Your Letter
 End your cover letter with a brief sentence and sign off. Thank the employer for their time
and express your interest towards the job again.
 Sign off with a professional farewell and leave room for a signature if sending a hard
copy.
4. Edit and Proofread
 As you finish writing your cover letter, make sure you take time to edit and proofread your
document.

Major Components of a cover letter

 Cover letter header

 Cover letter salutation
 Cover letter body
 Cover letter closing

Activity
1. Prepare your cover letter in accordance with the elements of an effective Cover letter.
Time: 30 minutes
20 components of an effective cover letter
Purpose: to enable participants apply the learned
preparation.
Instruction: Individual Exercise
1.4 Interview Skills
There are some easy steps that you can take that will increase your chances of success at
interviews. The keys to a successful interview are preparation and practice.

The following suggestions will help you prepare for an interview:

1. Before the Interview

Research the Company - A company's website is an excellent place to begin. It usually gives
you information on whether it is international or domestic, what its revenues are, how many
locations it has, and the nature of its major products.

Practice interviews - Write down a list of possible questions that you think may be asked, then
have a friend act as an interviewer and direct them to you in a practiceInterview situation.

Dress Professionally - men can wear Suit and tie, or shirt and dress pants, Women can wear a
pantsuit, dress, or a skirt and blouse.

Arrival - Try to arrive at the interview location a little early.DO NOT arrive late.

2. During the Interview

First impressions - First impressions take only thirty seconds. Establishing rapport, direct and
sustained eye contact, a firm handshake, a warm smile, good posture, and introducing yourself in
a confident manner are important ingredients.

Smile - A smile denotes confidence in a candidate. Try to smile often. Also, don't beafraid to use
some hand animation while answering questions. This suggests enthusiasm in a candidate.

Body Language - Use good posture, and look the interviewer right in the eye. Sit upStraight.
Never slouch.

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Speak Clearly - Don't mumble. It portrays a lack of confidence. Speak with assurance this
indicates confidence.
Listen Before Answering - Allow the employer to begin the interview, Make sure you
understand the question. If not, ask the interviewer to clarify it. Don't be afraid to take some time
to think before answering.

Give Brief Answers - Make your answer concise and to the point.

Previous Employers - Never, ever say anything negative about your present or
previous employers.
Be Truthful - Don't lie when asked about something you haven't done.

Know Your Resume: Be prepared to talk about every fact that is on your resume.

Keep things at a professional level - Sometimes near the end of an interview, the twoparties start
feeling comfortable with each other. Don't let this comfortable feeling leadyou to telling them
something about yourself that they really shouldn't know. Alwayskeep things at a professional
level.

Look for something in Common: Try to find a common bond between yourself
and your interviewer. If you are being interviewed in an office, look at how the office is
decorated. Look for something you can identify with.

3. After the Interview

Back in touch - Ask the interviewer when s/he expects to get back to you on her/hisdecision.

Thank the Interviewer - Verbally thank the interviewer for taking the time
to interview you, before leaving.

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Additional tips

• Focus on presenting a positive, enthusiastic tone.

• If you are asked to describe a weakness, mention lessonslearned, and steer away from negative
descriptions.

• Think about three or four key points that you want to make aboutyour personal characteristics,
skills you have learned, andrelevant experiences that demonstrate that you could perform thejob
well.

• Find specific, rather than general, examples from your experience thatillustrate important points
about yourself.

• When answering questions, focus on experiences that demonstrate flexibility,

adaptability, responsibility, progress, achievement, creativity, initiative, and
Leadership.

The Phone Interview

Due to a company's geographic location, travel costs, and divergentschedules, a phone interview
may often be your initial contact with aprospective employer. Therefore, we're offering some
phone

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Interview tips.

Preparation - Have a pad, pen, and a copy of your resume near the phone. Use aphone in a quiet
area. Avoid any background noise. Also avoid using a cordless phone,because they tend to
transmit poorly.

Speaking

 Smile and be enthusiastic. Your enthusiasm will carrythrough to the interviewer.

 Speak in a conversational manner: be sure to speakloudly enough to be heard. Speak with
some inflection andtone.
 Let the interviewer do most of the talking. When s/he asks you aquestion, expound upon
the answer. Use the opportunity to sell your

Skills and experience.

 When the interview is over, let her/him know that you are very interested
in scheduling a personal interview at her/his place of business.

Activity
Mock Interview
Time: 30 minutes
Purpose: to enable participants apply the learned principles of an effective interview
Instruction: Conduct a mock interview with one of your peers. This exercise involves
coming up with a list of potential interview questions and asking them to a peer or
coworker. While interviewing your peer, you can take notes about the responses they give
and help guide them through answering the questions you ask. Doing so can put you in the
position of the interviewer and can help you consider why an interviewer might ask certain
types of questions and expose you to more potential answers that you can reference to
develop your own answers.

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1.5 Personal Branding
Definition

Your personal brand is essentially marketing yourself and your career expertise. It signals what
you stand for, what you've accomplished, and what you're capable of achieving.

1. Make Your Resume Stand Out

 Resumes tell companies about your past experience. Using specific phrases in your resume
aligns your experience with a personal brand.
 Job seekers must use their resumes to make themselves stand out.

1. Perfect Your Elevator Pitch

 Identify the key professional experiences to communicate about yourself.
 Connect your personal story to how you fit the role
 Practice speed and annunciation before your remote interview
 Job seekers should use this hiring slowdown to prepare their elevator pitch for when hiring
starts up again.

2. Polish Your Social Media Profiles

 Social media is an essential part of a personal brand, but job seekers should be cautious
when posting to public social media profiles.
 Getting too personal on social media can hurt your chances at a job.
 Social media content that can get candidates denied includes:
 Hate speech
 Images of heavy partying or drug use
 Illegal or illicit content
 Poor grammar
 Confidential or sensitive content about a former employer
 LinkedIn is the best platform for job seekers to start building a personal brand on social
media.
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3. Build a network
 A network can go a long way towards boosting a personal brand. The more people you
know in your industry, the higher the chances of getting job connections.
 Recommendations from people you know, coupled with your personal branding, can open
opportunities that you hadn’t even dreamt of prior.

Activity
Check your social media profiles
Time: 30 minutes
Purpose: to enable participants polish their social media profiles and increase their employability.
Instruction: Let every participant check their public social media accounts and check if they have
posted any unnecessary contents that could be against the principles they learned on “polish your
social media profiles” sub topic.

1.6 Business Attire

∆ Definition
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 Business attire is the wardrobe appropriate for the workplace. Business attire can
contain many different types of clothing, each of which may be appropriate in certain
circumstances and inappropriate in others.

Benefits of Business Attire

Business attire conveys to your colleagues, bosses, and customers or clients your level of
professionalism and dedication.

Cultivating your image can help you present yourself in the best light, and wearing the
appropriate business attire is part of that image.

Your attire has implications for how you are viewed in your workplace—for better or worse.
Showing up poorly dressed, wearing clothing that's sloppy, revealing, or otherwise inappropriate,
will send the wrong kind of message to your managers and coworkers.

Appearances do matter.

Don't underestimate the power of a first impression. People make assumptions about you based
upon your appearance at your first meeting.

You are more likely to receive better service, command more respect, and get what you want if
you are dressed and speak appropriately for your surroundings.

Your appearance should be consistent with your message.

Example of Professional Men and Women Business Attire

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Men Attire

 Wear a single-breasted, two-piece suit in dark colours.

 The suit you wear should be a solid colour or have small pinstripes.
 White or light coloured dress shirts are best.
 Choose a conservative tie, avoid bow ties or busy patterns.
 Wear dark shoes that are polished and free of scratches or stains.
 Wear matching socks.
 Avoid wearing strong cologne.
 Carry your resume and documents in a briefcase or smart laptop bag.
 Make sure all tattoos are covered and remove any body piercings.

Women Attire

 If you prefer to wear skirts, wear a skirt suit in a dark colour.

 When wearing tights make sure there are no ladders or holes.
 Be sure the skirt you wear is knee length. Don’t get caught out! Remember when you sit
down in the interview, your skirt will hike up a little.
 A tailored jacket looks smarter than a loose fitting jacket.
 The blouse or shirt you wear should be a solid colour.
 If you prefer pants, opt for a pant suit.
 Follow the same rules with dark colours and a solid colour blouse.
 Closed toe shoes are appropriate, if you’re wearing heels stick to 2-6cm.
 Keep your makeup light and natural.
 Accessories and jewellery should be minimal with no OTT earrings or loud colours.
 Avoid carrying large handbags and opt for a small to medium purse, briefcase or laptop
bag.
 Don't wear strong perfume.
 Hair should be neatly styled or tied back.
 Make sure all tattoos and body piercings are covered.

Key Takeaways

 Business attire is the clothing that is acceptable at work.

 Business attire can influence the impression of your boss, coworkers, and customers about
your capabilities and professionalism.

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 Appropriate business attire can vary from company to company and even from job to job
within that company.
 There are several levels of formality, ranging from casual to business formal.

1.7 Social Media Profile

Social is the new way in the field of job search and recruitment. It provides a great way for people
to connect and network easily. With the pervasiveness of social media, and most people,
organizations having social media profiles, it is important for potential candidates such as
yourselves to utilize the power of social networking to the fullest.

Tips for using social media

Keep it PG: The No. 1 tip from recruiters is to be mindful about what you’re posting. You don’t
have to delete your profiles entirely but post carefully and with your audience in mind.

Amplify Your Personal Brand: How you sell yourself to employers is not that different than
how a business markets to potential customers. Think about how you want to come across to
potential employers and emulate that through your social media content.

Post Interesting Content: you can use social media to share the valuable content that shows
recruiters that you’re a thought leader in your industry. Do you write your own blogs or publish
articles on websites? Share your content on your social pages for recruiters to see.

Clean Up Your LinkedIn Page :your LinkedIn page is designed for an audience of recruiters
and potential employers. It’s more than adding your job experience, connecting with colleagues
and calling it a day. Make sure your page is in up to date and free from errors before you actively
engage with your network

The BIG List of Social Network Profile Mistakes

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Here are the biggest mistakes that job seekers make with their social media profiles. Read and
learn!

1 – Bad profile picture

The picture that you choose for your social media profile speaks volumes about your value to
recruiters. A bad photo will stop recruiters from learning more about you. Therefore, stop with all
the “cutesy” or “expressive” pictures and instead get a professional headshot photo taken. Use this
on your profile.

2 – Not using real name

There seems to be varying opinions about the use of real first and last names for social networks,
due to privacy issues. However, if you want a hiring manager to be able to learn more about you,
create at least one social profile that contains your full name. This will be your career building
profile so keep it professional.

3 – Duplicate social accounts

While you are creating new social network profiles, make sure to weed out any duplicate
references to your name across all social networks. Why is this important? Because recruiters will
be looking for you online and if they come across multiple accounts using your name or
variations of your name this will throw them off and they will think you are trying to beat the
system.

4 – Questionable or offensive content

A big part of presenting yourself online in social networks is about preserving your online image.
Make sure that you remove any potentially offensive content such as posts, images, or videos
created by yourself or your followers. You can disable them so that they will still remain in your
archive, however they will be invisible. This also goes for content you are tagged in by others.

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5 – No comment moderation

It’s fairly common for people to vent online in their social networks, nowadays. However, as a
serious job seeker you should control what you say on your accounts. This also includes
moderating any comments left by others. Make sure you’re putting your best image out there and
let others know you are on the search for a job so they must keep it clean.

6 – Bashing current employer or clients

This is a big no-no. There’s virtually no recruiter or employer out there who wants to see negative
comments, complaining or whining about a current or past employers. We all have bad days at
work, but leave it off social feeds. This is especially true when writing anything negative about
clients. Avoid this at all costs.

7 – Misleading information across networks

Whatever you do, please do not try to fake it on social networks. Recruiters are very wise to the
different tactics that job seekers use to try to paint themselves in a better light. The best course of
action is to create an authentic brand for yourself. This includes highlighting your skills,
achievements, and credentials. Be truthful and never, ever lie to look better.

8 – Lack of professional networking

Another mistake that job seekers continually make with their social network profiles is to avoid
networking with other professionals in the industry. To a hiring manager, this looks like either a
candidate is inexperienced or not entirely serious about their job search. Reach out and connect
with colleagues to build your networks.

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9 – No social profiles, anywhere

Job seekers may not realize this, but from the perspective of a recruiter — not being able to find a
social media profile for a candidate raises a red flag. Why? Because in this day and age it is
expected that candidates will be actively networking to find jobs online. Job seekers are expected
to have some level of knowledge of the internet and social networking. Not having a profile
means that you are not up to speed with the latest technology.

Summary
In today’s working world, job readiness is essential. Candidates who are well-prepared for the
workplace are more confident and equipped to succeed. Employers also strive to find skilled
workers who have the training and skills needed to perform their jobs correctly and help the
organization reach its goals. But unfortunately, many people in our local communities who want
and need work face multiple barriers to employment. This training has provided participants with
the essential employable skills such as job search strategies, Resume and cover letter preparation,
interviewing skills, business attire and how to amplify their presence through harnessing personal
branding and social media profile.

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SESSION TWO: EMOTIONAL INTELLIGENCE
Training Objective

The overall objective of this course is to familiarize participants with the term emotional
intelligence and understand components of EI, Explored ways to advance personal emotional
intelligence. Recognized emotions in others, responding to those emotions in order to inspire high
performance. The consequences of behavior and weigh decisions before action.

Specific Objectives

At the end of this training participants will be able to:

 Understand what emotional intelligence is and its major components
 Describe the key characteristics of emotionally intelligent people
 Explain how to make decisions through emotional intelligence
 List ways to improve their emotional intelligence

2.1 Emotional Intelligence and major components of emotional intelligence

∆Definition
It refers to ability to recognize and understand emotions in yourself and others and your
ability to use this awareness to manage your behavior and relationships.

∆Definition
Emotional literacy is the ability to understand ourselves and other people, and in particular
to be aware of, understand, and use information about the emotional states of ourselves and
others with skill and competence.

It includes the ability to understand, expressand manage our own emotions, and respond to
theemotions of others, in ways that are helpfulothers and to ourselves.

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The key skills for building your EQ and improving your ability to manage emotions and connect
with others are:

 Self- awareness
 Self-management
 Social awareness
 Relationship management

Self-awareness

Self-awareness involves being aware of different aspects of the self-including traits, behaviors,
and feelings. Essentially, it is a psychological state in which oneself becomes the focus of
attention. Self-awareness is one of the first components of the self-concept to emerge.

Practicing self-awareness is about learning to better understand why you feel what you feel and
why you behave in a particular way.

Self-management

Self-management is our ability to manage our actions, behaviors, thoughts, and emotions
productively. The self-management facet of emotional intelligence builds based on self-awareness
and is simply the ability to control your emotions so that they don’t control you.

Self-management involves using what you know about your emotions to manage them in such a
way as to generate positive interactions with others and motivate yourself in all situations.

Social awareness

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Social awareness is our ability to accurately pick up on the emotions of other people and
understand what is really going on with them.Itenables you to recognize and interpret the mainly
nonverbal cues others are constantly using to communicate with you. When groups of people send
out similar nonverbal cues, you’re able to read and understand the power dynamics and shared
emotional experiences of the group. In short, you’re empathetic and socially comfortable.

Mindfulness

Mindfulness means maintaining a moment-by-moment awareness of our thoughts, feelings,

bodily sensations, and surrounding environment, through a gentle, nurturing lens.

To build social awareness, you need to recognize the importance of mindfulness in the social
process. After all, you can’t pick up on subtle nonverbal cues when you’re in your own head,
thinking about other things, or simply zoning out on your phone. Social awareness requires your
presence in the moment. While many of us pride ourselves on an ability to multitask, this means
that you’ll miss the subtle emotional shifts taking place in other people that help you fully
understand them.

You are actually more likely to further your social goals by setting other thoughts aside and
focusing on the interaction itself.

Paying attention to others doesn’t diminish your own self-awareness. By investing the time and
effort to really pay attention to others, you’ll actually gain insight into your own emotional state
as well as your values and beliefs. For example, if you feel discomfort hearing others express
certain views, you’ll have learned something important about yourself.

Relationship management: is the ability to use your awareness of your own emotions and those
of others to manage interactions successfully”

Working well with others is a process that begins with emotional awareness and your ability to
recognize and understand what other people are experiencing. Once emotional awareness is in

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play, you can effectively develop additional social/emotional skills that will make your
relationships more effective, fruitful, and fulfilling.

Become aware of how effectively you use nonverbal communication. It’s impossible to avoid
sending nonverbal messages to others about what you think and feel. Recognizing the nonverbal
messages that you send to others can play a huge part in improving your relationships.

Use humor and play to relieve stress. Humor, laughter and play are natural antidotes to
stress. Laughter brings your nervous system into balance, reducing stress, calming you down,
sharpening your mind and making you more empathic.

Learn to see conflict as an opportunity to grow closer to others. Conflict and disagreements are
inevitable in human relationships. When conflict isn’t perceived as threatening or punishing, it
fosters freedom, creativity, and safety in relationships.

Characteristics of Emotionally Intelligent People

• They are empathetic…care how others feel

• They are willing to change…and open to it

• They are Positive people that others want to be around

• They are focused on achieving goals while motivating others

• They are more productive

2.2 Emotional Intelligence and decision making

When it comes to making decisions, EQ skills can help you see how your emotions affect your
decisions and manage them accordingly.

Guide to the Emotional Side of Decision-Making

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1. Self-reflection

Learning to be aware of our emotional triggers and curb them takes hard work and practice.
Training yourself to be aware of physical changes when you become emotional and knowing
when you most likely will become emotional are two ways to avoid problem situations.

2. Social recognition

Once you’ve reflected internally, it’s time to observe and investigate how your behavior affects
your team. Ask for feedback and actively listen to what they say. What you hear may surprise or
disappoint you,

3. Designing an environment for success

Now that you have your internal and external assessments, it’s time to design an environment for
success.

2.3 How to improve your emotional intelligence

While it can take time and practice, emotional intelligence can be improved. Try these tips:

Practice awareness

Take time to pay special attention to interactions around you. Listen to what others are telling you
through their words, body language and facial expressions. Observing the way people use and
react to emotion can help you fine-tune your ability to empathize.

Look inward

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While observing others and their interactions can be helpful, monitoring your own emotions and
responses can also increase your emotional awareness. Consider how your emotions influence
your decisions and behaviors.

For example, you might notice that when you feel overwhelmed, you tend to be short-tempered
with others. Or when you’re feeling sad or disappointed, you might notice your shoulders slouch
or your head points downward.

React and respond to others

Practice addressing and working with others based on the way you observe what they’re feeling.
When deciding how you should react, consider how you’d like to be treated under the same
circumstances.

For example, while you might enjoy talking about your emotions with others when you feel
anxious or stressed, others might prefer to process their emotions alone. If you’re unsure, ask
others about their preference in that moment.

Learn from your mistakes

If you find that you misinterpreted a certain emotion or the way you handled someone’s feelings
didn’t work well, learn from your mistakes and treat the situation differently the next time.

Building relationships through empathy, communication and active listening can help you be a
highly valued team member at an organization.

Displaying examples of ways that you have connected with others using emotional intelligence in
your cover letter and during interviews can also help you be a competitive candidate.

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Activity
Observe body language and guess the emotion portrayed.

Time: 30 minutes

Purpose: The exercise helps people see this non-verbal phenomenon and increases their awareness. For example, this
can help people at workplace to control their body language when interacting with colleagues and also helps them not
to get affected by other people’s moods and emotions, thereby improving their relationships.

.Instruction: What You Need

 A series of “emotion cards” with the following emotions written on them:

 Confident
 Happy
 Angry
 Nervous
 Stressed
 Chatty
 Bored
 Frustrated
 Cynical
 Victimized
 Depressed
Setup

 Ask delegates to sit on one side of the room so if someone is standing on the other side, they can all see him.

 Ask for a volunteer.

 Give an “emotion card” to the volunteer.

 Ask him to leave the room and then come back with the body language that represents the emotion written on
the card, effectively role playing it.

 When the volunteer is back in the room, the rest of the group should guess how the volunteer feels by reading
his body language. Most often, people don’t have any problem reading the body language and the emotions.
They are also quick to respond in the same way and feel the same.

 Get the volunteer to confirm the emotion and discuss accordingly.

 Ask for another volunteer, give another card and repeat the process.
 Continue until everyone had a chance to role play a body language signal.
 Finish with a brief discussion.

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Summary
Our runaway emotions can and do influence the way we react on a daily basis. Having a higher
level of Emotional Intelligence (EQ) means having the ability to recognize our behaviors,
moods and impulses and manage them in a positive way. So instead of over-reacting and over-
compensating when things don't go as planned, we are much better equipped to understand the
effects our emotions are having on us and other people around us at any given moment. Though
it is evident that Emotional intelligence is a necessary skill to be a successful professional, It
takes conscious practice to master it and use it to better our relationship and advance our career .

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SESSION THREE: INTERPERSONAL SKILLS
Introduction

Interpersonal skills are the qualities and behaviors we exhibit while interacting with other
people. They are considered to be one of the most sought-after skills. We demonstrate them
whenever we engage in any kind of verbal or nonverbal communication. In fact, qualities as
basic as body language and attitude toward others greatly affect our chances of excelling at
work.Strong interpersonal skills are a key indicator of success in a working environment, as
benefits include the ability to cooperate with teammates to solve difficult problems, as well as
simply enhancing your popularity around the office.

When applying for a position, consider what interpersonal skills are necessary in your target
role and industry. You then need to make every effort to match those requirements with
demonstrated examples from your own experiences.

After all, employers are not only looking for a candidate with the right credentials, but also
one who will fit in with the culture of the company and contribute to its growth.

Specific Objectives: At the end of this session participants will be able to:
 Explain what communication is, types of communication, communication process and
barriers of communication.
 Understand the art and techniques of problem solving and negotiation.
 Describe the importance of team work and stages of team development

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3.1 Communication Skills
Training Objective

To enable participants to communicate clearly and with impact, by improving their verbal and
non-verbal communication style, as well as enhancing interpersonal skills.

∆ Definition
Communication is the transmission or exchanging of information or knowledge and
the creation of understanding between two parties.

Communication involves exchange of ideas, feelings, information, thoughts, and knowledge.

Important points in Communication:

 Is meaningful interaction.
 Is information sharing
 Is a link force.
 Is understanding.
 Is fundamental requisite of life
 Is a two-way process.

Communication process happens between or among two or more parties. (Sender and Receiver)

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The Communication Process

Communications is a continuous process that mainly involves three elements viz. sender,
message, and receiver. The elements involved in the communication process are explained below
in detail:

Intent

Encoding Message Media

Decoding

Sender Feed back Receiver

1. Intent: refers to what the speaker wants to communicate, it’s a thought, or idea that he/she
has in mind.
2. Sender: The sender or the communicator generates the message and conveys it to the
receiver. He is the source and the one who starts the communication.
3. Message:It is the idea, information, view, fact, feeling, etc. that is generated by the sender
and is then intended to be communicated further.
4. Encoding:The message generated by the sender is encoded symbolically such as in the
form of words, pictures, gestures, etc. before it is being conveyed.
5. Media: It is the manner in which the encoded message is transmitted. The message may
be transmitted orally or in writing. The medium of communication includes telephone,
internet, post, fax, e-mail, etc. The choice of medium is decided by the sender.
6. Decoding: It is the process of converting the symbols encoded by the sender. After
decoding the message is received by the receiver.
7. Receiver: He is the person who is last in the chain and for whom the message was sent by
the sender. Once the receiver receives the message and understands it in proper

43
 perspective and acts according to the message, only then the purpose of communication is
successful.
8. Feedback: Once the receiver confirms to the sender that he has received the message and
understood it, the process of communication is complete.

Types of Communication

 Verbal
 Non- Verbal

Verbal Communication

Definition

Verbal communication entails the use of words in delivering the intended message.

The two major forms of verbal communication include written and oral communication.

Written Communication includes traditional pen and paper letters and documents, typed
electronic documents, e-mails, text chats, SMS and anything else conveyed through written
symbols such as language. This type of communication is obligatory for formal business
communications and issuing legal instructions.

The effectiveness of written communication depends on:

 the writing style,

 grammar,
 vocabulary, and
 Clarity.

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Oral communication is the spoken word either face-to-face, phone, voice chat, video
conferencing or any other medium. Various forms of informal communications such as the
grapevine or informal rumor mill, and formal communications such as lectures, conferences are
forms of oral communication.

The effectiveness of oral conversation depends on

 the clarity of speech,

 voice modulation,
 pitch,
 volume,
 speed, and
 Even non-verbal communications such as body language and visual cues (signals).

Effective oral communication is not learned from reading: it needs practice, practice, and more
practice.

2. Non-verbal communication

It takes place through body postures, gestures, attire, appearance, space, facial expression etc.
Since this type of communication takes place through observation, it may be both intended and
unintended.

It can supplement or contradict the verbal communication.

Generally, action speaks louder than our word, & body language conveys messages that are more
believable than what we say.

45
It is often not what you articulate but how it is presented. What you wear and how you express
yourself has also a lot to do.

Main aspects of body language

 Eye contact

 Clothing

 Facial expression

 Body posture & movement

 Hand gestures

 Touching

 Physical distance.

1. Eye contact

This can be the most powerful form of body language. By the means of eye contact it is possible
to let somebody know that they have your absolute and undivided attention.

Effective eye contact, putting a soft focus on the customers' face, allows us to listen to customers'
feeling and as well to their words.

Eye contact shouldn't be overdone or underdone.

2. Clothing

Look professional and well groomed. The way in which staffs dress conveys an image of the
individual and of the organization.

46
An employee to the customer represents not himself but the organization in which he is working.
So he / she should give due attention in the way they dress.

Neatness is another part of body language. Being neat and organized plays an important role.

3. Facial expression

When dealing with a customer, It is important to look friendly and interested by smiling and look
welcoming rather than being bored or distracted. A relaxed and pleasant facial expression is
crucial.

When customers are concerned or upset, you need to adjust your facial expression to suit their
state of mind. Both overdoing and under doing are extremities and thus negative in effect.

4. Body posture & movement

Negative body posture (listening impatiently)

 Leaning back or stepping away

 Turning your bodies away from people
 Gathering up papers
 Closing your briefcases
 Looking at your watches repeatedly.

Positive body posture (intently listening)

 Nodding
 Leaning forward

5. Hand gesture

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Two varieties of hand gestures

Hands and objects:

E.g. placing the cap on a pen and putting it in a pocket indicate readiness to conclude the meeting
or conversation.

Hand alone:

Open-hand gestures: These are used to give directions, convey an invitation, etc.

Closed hand gestures: pointing with index finger signifies command.

6. Touching

Touch is a form of kinetics that differs from individual to individual in the same culture and from
culture to culture.

A hand shake is a form of communication that is likely to be accepted to all individuals

everywhere.

Good example for touching is handshaking. Offering your hand in a tentative way is almost
guaranteed to create a bad first impression.

7. Physical distance

Three distinct spatial zones exist

Intimate: zone one: 0-2 feet; e.g. family, threatening attempt

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Personal: zone two: 2-4 feet; e.g. customer conversation

Social: zone three: 4 or more feet; e.g. teacher in classroom.

Barriers to effective Communication

 Language
 Emotions
 Stress
 Noise
 Ourselves
 Perception
 Environment
 Stereotyping “everybody already knows."
 Lack of feedback
 Poor listening skills
 Physical distractions/barriers

Exercise

What are barriers of communication that you have in you have witnessed in your relationships
with others.

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3.2 Listening Skills
∆ Definition
Listening refers to the process of receiving, constructing meaning from, and responding to
spoken and/or non-verbal messages.

Process of Listening

 Receiving:refers to the response caused by sound waves, it is physical response

 Understanding : it is the stage at which you learn what the speaker means the thoughts and
emotional tone
 Remembering: it means that as individual added message to the minds storage bank.
 Evaluating : It consists of judging the message in some ways positive or negative
 Responding: This sage requires that the receiver complete the process through verbal and
non-verbal feedback, because the speaker has no other way to determine if a message has
been received.

Importance of effective Listening

 Enhances Productivity
 Improves Relationships
 Avoids Conflict
 Improves learning and understanding
 Improves Negotiation Skills
 People will appreciate it

50
Barriers to Effective Listening

 Defective mechanical devices – especially with telephone communication

 Frequent interruptions
 Message overload
 Presence of environmental distractions – loud noises, crowded streets etc..
 State of health – state of health of the listener and speaker
 Wandering attention by the listener
 Being unsure of the speaker’s ability – based on past experience or inputs from sources.
 Personal anxiety – sometimes the listener is preoccupied with personal concerns
 Attitude – the listener may have a ‘know-it all’ approach to what the speaker is saying
 Impatience – the listener may be intolerant or eager to add his own points

Tips for being a good listener

 Give your full attention

 Make sure your mind is focused
 Let speaker finish before you begin to talk (NO interruption)
 Listen for main ideas
 Ask questions
 Give Feedback

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3.3 Team Building
Training Objectives

The overall objective of this training is to motivate participants to work together, to develop their
strengths, and to address any weaknesses by understanding the stages of team building and
characteristics of an effective team.

∆ Definition
A team is a small number of consistent people committed to a shared purpose, with common
performance goals, complementary skills, a common approach to their work, mutually
accountable for the team results or outcome.

Why Team Work?

 Alone you can only go that far but together we can go further
 Teams provide multiple perspectives on how to meet a need or reach a goal
 creates opportunity to learn new skills,
 Make better decisions when issues are difficult
 Good when knowledge, talent, skills, abilities are dispersed across organizational
members
 The total sum of results of team members working separately is always less than teams
working together- synergy

Characteristics of Effective Teams

 Team is clear about goals and established targets

 Team members roles are defined
52
  Team members know how to examine team and individual errors with out personal attacks
 Team has capacity to create new ideas.
 Leadership role is shared and rotates among team members depending on the situation at
hand
 The members listen to each other
 Disagreements are not suppressed or overridden by premature group action
 When an action is taken ,clear assignments are made and accepted
 People are free to express their feeling as well as their ideas both on the problem and on
the group's operation

Stages of Team Development

 Forming Stage
 Immature Group
 Confusion
 Uncertainty
 Assessing situation
 Defining goals
 Getting acquainted
 Establishing norms
 Storming Stage
 Fractionated Group
 Disagreements over priorities
 Struggle for Leadership
 Tension
 Hostility
 Clique Formation

 Forming
 Sharing Group
 Consensus
 Leadership Accepted
 Trust Established
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  Standards Set
 New Stable rules
 Cooperation
 Performing Team
 Effective Team
 Successful Performance
 Flexible task roles
 Openness
 Helpfulness
 Acceptance

 Adjourning
 Disbanding Group
 Disengagement
 Anxiety about separation and ending
 Positive feeling towards Leader
 Sadness
 Self-Evaluation

 Exercise
Rope Game
Time: 20 minutes
Purpose: this activity will help participants apply the principles they learned about team
building while recognize the stages of team development.
Instruction:Divide a group of 4-5 participants and give each group a rope and instruct them to
make a perfect square on the floor.

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3.4 Negotiation Skills
Training Objectives

The overall objective of this training is to enhance participants’ awareness of their strengths and
weaknesses as a negotiator. Learn how to expand the size of the pie by creating value in
negotiations. Gain problem-solving techniques for distributing value and strengthening
relationships.

∆ Definition

Negotiation is a dialogue(formal discussions) between two or more people or parties, intended to reach an
understanding, resolve point of difference, or gain advantage in outcome of dialogue, to produce an
agreement upon courses of action, to bargain for individual or collective advantage.

SEVEN ELEMENTS OF EFFECTIVE NEGOTIATIONS

1. Relationship:am I prepared to deal with the relationship?

a) A good negotiating relationship is needed to address differences and conflicts.

b) Separate people issues from substantive issues.

c) Plan and prepare to build and maintain a good working relationship.

d) Be respectful, trustworthy and unconditional constructive.

2. Communication:am I ready to listen and talk effectively?

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Creating a learning conversation

a) Core Skills – Basic Communication Skills in Negotiation

i. Active listening – To do active listening, we must overcome some of our tendencies and
habits that interfere with good listening.

ii. Acknowledging what has been said and felt – Have you effectivelydemonstrated to the
other negotiators that you have heard and understood what they have said? Use
paraphrasing and summarizing.

iii. Listen to understand, speak to be understood – Have you thought aboutways to

communicate with the other party by using words (and at the righttime) in a way that they will
understand?

iv. Speak about yourself, not them – Have you let them know what are thecrucial issues for
you and your community and how you feel about theproblem at hand? Use “I” statements.

v. Speak for a purpose – Have you thought through the timing and impact ofwhat you wish to
say? Be clear and concise.

b) Core Skills – Communications to Gather Knowledge and Learn About Their Interests

i. Clarifying and Probing Skills

 Have you thought about basic questions for clarification (includingempathetic questions)
you might ask to draw out the interests fromthe other negotiators? E.g. can you explain…?
 Could you use consequential questions to draw out the other side?

ii. Integrative Framing Skills

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  Paraphrasing – Have you given feedback in your own words or whatyou understand the
key concerns and interests on the other side tobe?
 Summarizing – Can you accurately draw together the main points ofthe discussion up to
that point in time?

3. Interests: what do people really want?

a) Collectively identify and articulate the interests, concerns, and needs of all relevantparties
(mine, yours, theirs). Remember: most parties do not know all theirinterests or necessarily agree
on their interests.

b) Identify and prioritize community interests together. Get on the same page.

c) Probe for your and their unarticulated or underlying interests.

d) Share and clarify the respective interests of the parties. Move beyond speculationabout to
acknowledgement of their interests.

e) Identify and share common interests as a basis to develop options.

f) Interests from the agenda.

4.Options: what are the possible agreements or bits of an agreement?

a) Design options, not positions.

b) Create options to meet interests of both parties.

c) Remember when designing options they also must transparently meet theirinterests. Find ways
to maximize joint gains for both.

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5. Alternatives: what will i do if we do not agree?

a) Do we need to negotiate or can we satisfactorily meet our interests in other ways?

b) Identify and articulate our best/doable alternatives to a negotiated agreement.

c) Fully understand the implication, consequences, risks and costs of your and theirBATNA.
(Best Alternative to a Negotiated Agreement).

e) Identify the best and worst alternatives open to the other side.

f) How can we make their BATNA worse for them? (i.e. keep them at the table)

6. Legitimacy: what criteria will i use to persuade each of us that we are not being ripped off?

a) Fairness is a governing consideration.

b) Use external criteria and objective standards as a basis to legitimize your preferredoptions and
as a shield against unreasonable proposals from the other side.

c) Use demonstrable “fairness” of the process and outcome to persuade them of themerits of a
proposal.

d) Offer their negotiator an attractive way to explain his decision to his principals

7. Commitment: what commitments should I seek or make?

a) Get commitments at the end not the beginning.

b) Identify all of the implementation issues to be included in the agreement. No postargument

surprises?

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c) Plan the timeframe and steps to implement the agreement.

8. Conclusion: what is a good outcome?

a) Meets interests.

b) Demonstrably fair.

c) Better than Best Alternative to a Negotiated Agreement

d) Doable.

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3.5 Problem Solving Skills
The Six Step Problem Solving Model Problem solving models are used to address the many
challenges that arise in the workplace. While many people regularly solve problems, there are a
range of different approaches that can be used to find a solution. Complex challenges for teams,
working groups and boards etc., are usually solved more quickly by using a shared, collaborative,
and systematic approach to problem solving.

Advantages of Six-Step Problem Solving

The Six-Step method provides a focused procedure for the problem solving (PS) group.

 It ensures consistency, as everyone understands the approach to be used.

 By using data, it helps eliminate bias and preconceptions, leading to greater objectivity.
 It helps to remove divisions and encourages collaborative working.
 It stops PS groups diverging into different problems.
 It also helps PS groups reach consensus

The Six Steps

 Define the Problem

 Determine the Root Cause(s) of the Problem
 Develop Alternative Solutions
 Select a Solution
 Implement the Solution
 Evaluate the Outcome

The process is one of continuous improvement. The goal is not to solve but to evolve,adjusting
the solution continually as new challenges emerge, through repeating the SixStep Process.

Step One: Define the Problem

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Step one is about diagnosing the problem – the context, background and symptoms of the issue.
Once the group has a clear grasp of what the problem is, they investigate the wider symptoms to
discover the implications of the problem, who it affects, and how urgent/important it is to resolve
the symptoms.
At this stage groups will use techniques such as:

• Brainstorming
• Interviewing
• Questionnaires

As this step continues, the PS (Problem Solving) group will constantly revise the definition of the
problem.As more symptoms are found, it clarifies what the real problem is.

Step Two: Determine the Root Cause(s) of the Problem

Once all the symptoms are found and the problem diagnosed and an initial definition agreed, the
PS group begins to explore what has caused the problem. In this step the problem solving team
will use tools such as:

• Fishbone diagrams

• Pareto analysis

• Affinity diagrams

These techniques help collate the information in a structured way, and focus in on the underlying
causes of the problem. This is called the root cause.

At this stage, the group may return to step one to revise the definition of the problem.

Step Three: Develop Alternative Solutions

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Analytical, creative problem solving is about creating a variety of solutions, not just one.Often the
most obvious answer is not the most effective solution to the problem. The PSgroup focuses on:

• Finding as many solutions to the problem, no matter how outlandish they may seem.
• Looking at how each solution relates to the root cause and symptoms of the problem.
• Deciding if different solutions can be merged to give a better answer to the problem.

At this stage it is not about finding one solution, but eliminating the options that will prove less
effective at dealing with both the symptoms and the root cause

Step Four: Select a Solution

In the fourth step, groups evaluate all the selected, potential solutions, and narrow itdown to one.
This step applies two key questions.

1. Which solution is most feasible?

2. Which solution is favored by those who will implement and use it?

Feasibility is ascertained by deciding if a solution:

• Can be implemented within an acceptable timeframe?

• Is cost effective, reliable and realistic?
• Will make resource usage more effective?
• Can adapt to conditions as they evolve and change?
• Its risks are manageable?
• Will benefit the organization/

Which solution is favored?

Acceptance by the people who will use and implement the solution is key to success.
This is where the previous steps come into play. To users and implementers, a solutionmay seem
too radical, complex or unrealistic. The previous two steps help justify thechoices made by the PS
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group, and offer a series of different, viable solutions for usersand implementers to discuss and
select from.
Step Five: Implement the Solution.

Once the solution has been chosen, initial project planning begins and establishes:

• The project manager.

• Who else needs to be involved to implement the solution
• When the project will start.
• The key milestones
• What actions need to be taken before implementing the solution
• What actions need to be taken during the implementing the solution
• Why are these actions necessary?

Step Six: Evaluate the Outcome

The project implementation now needs to be monitored by the group to ensure

theirrecommendations are followed. Monitoring includes checking:

• Milestones are met

• Costs are contained
• Necessary work is completed

Many working groups skip Step Six as they believe that the project itself will cover theissues
above, but this often results in the desired outcome not being achieved.
Effective groups designate feedback mechanisms to detect if the project is going offcourse. They
also ensure the project is not introducing new problems. This step relieson:

• The collection of data

• Accurate, defined reporting mechanisms
• Regular updates from the Project Manager
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 • Challenging progress and actions when necessary

Key Points

• The Six Step Problem Solving Model provides a shared, collaborative, and
systematicapproach to problem solving.
• Each step must be completed before moving on to the next step. However, the stepsare
repeatable. At any point the group can return to an earlier step, and proceed fromthere.
• The goal is not to solve but to evolve, adjusting the solution continually as new

Summary
It is no exaggeration to say that interpersonal skills are the foundation for success in life. People
with strong interpersonal skills tend to be able to work well with other people, including in
teams or groups, formally and informally. They communicate effectively with others, whether
family, friends, colleagues, customers or clients. They also have better relationships at home
and at work.

Interpersonal skills are the skills we use every day when we communicate and interact with
other people, both individually and in groups. They include a wide range of skills, but
particularly communication skills such as listening, Negotiation, team work and problem
solving peaking.

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REFERENCES
 Ohio Valley Goodwill Industries © (2022):why is job readiness

important?https://www.cincinnatigoodwill.org

 SERJobs © (2022)Job readiness

https://serjobs.org

 Positive psychology, Courtney E. Ackerman, MA © (2022): 13 emotional intelligence

activities

https://positivepsychology.com

 Drake Training (2022) Emotional Intelligence

http://www.draketraining.com.au

 Skills Converged©(2019) Problem solving

https://www.skillsconverged.com

 Katie Shonk — © (2021) Top 10 Negotiation Skills You Must Learn to Succeed

https://www.pon.harvard.edu

 Samuel Johns, © (2022) How to make resume for 2022

https://resumegenius.com

 Workpac© 2021 What to wear to job interview

https://www.workpac.com

 Alison Doyle© 2021 Job Interview Skills That Will Help You Get Hired

https://www.thebalancecareers.com

 TalentSmart Inc. ©How Emotional Intelligence Can Power Better Decision-Making

https://www.talentsmarteq.com

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