This is a presentation I did a while back on the importance soft skills for Engineers. It applies to any professional and is based on my observations and thoughts on the subject. The main focus of the presentation is on interoffice and client relations..

1. B y Cyrus Jeejeebhoy

2. Importance
 Why are soft skills important?
 Interpersonal skills are a key component of every job
Required for client and interoffice relations

Key to success in any position

 Every employee is the face of the company
 Therefore every employee is in M arketing
 Good interpersonal skills make the difference
 Minimum 8 hrs a day, 40 hrs a week, 160 hrs a month, about
2000 hrs a year

3. Focus on Two Dimensions
 Interpersonal relationships have many types
 Client relations, Interoffice relations, etc….
 S kills are applicable to all relationships
 However each type will have minor differences
 Will focus on two dimensions
 Client relations
 Interoffice relations

4. First Contact
 First impressions are formed within 30 seconds
 A meeting’s direction can be dictated by first impressions
 When does a meeting begin?
 A s soon as you make contact with anyone
 Treat everyone like they are the company president

5. First Impressions
 It is difficult to recover from a bad first impression
 Factors affecting first impressions
 A ppearance (to be discussed further)
 Communication (to be discussed further)
 A ttitude
 Prompt
Generally there is no excuse for being late

The exception are factors beyond your control

Communication is key

 Prepared
 B e organized, have sufficient resources, and have a backup

6. Appearance
 M ust be appropriate for the environment
 Either overdressed or undressed are problematic
 M ust be professional
 Possible to be dress down and still professional
 Larger factor in adaptability
 A daptability key for establishing relationships

7. Communication
 M ost important aspect
 S atisfaction is dependent on clear communication
 Not meeting expectations lead to discontentment
 Understand the bigger picture
 Critical to understand what is to be achieved
 A sk questions
 A chieves clarity (Project scope, urgency, etc…)
 A voids misunderstanding
 Repeat back understandings (verbal or written)

8. Communication (Con’t)
 A lways:
 Remain professional
 Remain positive
 A daptable
 Focus on people around you more then yourself
First question when greeting anyone is “ How are you? ”

A lways say “ thank you”

A lways say “ Good bye, have a good day.”

 Try to establish a personal connection

9. Respect
 B asis for relationships
 Clients confidence is to be kept
 A lways support your co-workers and company
 Failure to do either:
 Is unprofessional
 Will lead to trust issues
 Can have legal consequences
 Respect for yourself and profession
 Never lie
 Never compromise your professional standards
 When confronted with the above situation your actions must be
in line with the above principles

10. Always follow through
 Old saying “ M y word is my bond”
 Delivering on promises and expectations will build trust and
“ good will”
 However projects are dynamic
 Communicate regularly with all shareholders

11. Everyone will have a Bad Day
 Everyone will eventually have a bad day
 S ome people are negative personality
 Each situation is unique when confronted with negativity
and hostility
 Do not lash out unprofessionally
 Decided on best course of action based on the situation
 For example: using humor, listen to a co-worker concerns, or
giving a person some space

12. Difficult Clients
 S ome Clients are hostile regardless of your actions
 A lways stay professional
 Try to identify and address the client’s concerns
 Never give up with trying to establish a positive relationship
 Never avoid difficult clients

13. Dealing with the Unexpected
 B est laid plans can experience unexpected difficulties
 In these situations the client may be panicked
 It is important to stay calm and objective
 S tay at an “ arms length” if possible
 Make sure the clients needs are addressed in an efficient manner
 Clear communication is needed in this situation
 It is possible to receive unexpected questions
 Give reassuring honest answers and draw from the team
 Problems may arises
 Never cover up a problem instead deal with it in an efficient
manner
 A lways remain professional

14. Conclusion
 Interpersonal skills are a very valuable tool
 L ack of interpersonal skills can prevent success
Deteriorate client relations

Deteriorate interoffice relations

Deteriorate morale of all share holders

 Command of these skills will help achieve success
 Improved client relations
 Improved interoffice relations
 Improved morale of all share holders