INDERPRASTHA ENGINEERING COLLEGE, GHAZIABAD

DEPARTMENT OF APPLIED SCIENCES AND HUMANITIES

SUBJECT: SOFT SKILLS (BAS 105)

UNIT-V (Work Place Skills)

Short type questions (5 marks)

Q.1: How do you understand ‘Leadership’? Support your answers with suitable examples and
references.
Solution- “Leadership is an ability to translate vision into reality”. It is the process of social influencer
guidance, which maximizes the efforts of others to the achievement of goals. Leadership is about
mapping out where you need to go to "win" as a team or an organization; and it is dynamic, exciting,
and inspiring. It has nothing to do with one’s hierarchy and superiority in the company’s position,
neither it has to do with titles nor with personal attributes. Leadership stems from social influence
not power and authority; it requires others with intended outcomes.

Characteristics of a Good Leader:

1. Act as an explorer who cuts a way in the dense jungle for the rest of his group to follow.
2. An executive who is passionate for achieving goals
3. Innovative and creates inspiring vision for the future.
4. Motivates and inspire people for their engagement and contribution
5. Builds a team and company’s strategy to beat competition
6. Communicate well with team members
7. Competency, empathy, and gratitude
8. Supportive and empowering with fair attitude
9. With integrity and learning agility

Q.2: “Active listening and responding skills will not only help in socialization but also build stronger
relationships; valued on trust and respect”. Explain.
Solution The importance of listening is to make a conscious effort not to just hear what people are
saying but to take it in, digest it and understand. Listening does not only enhance your ability to
understand better and make you a better communicator, but also makes the experience of speaking
to you more enjoyable to other people. Listening is a critical skill and Learning is a result of listening.
Active listening refers to a pattern of listening that keeps you engaged with your conversation partner
in a positive way. It is the process of listening attentively while someone else speaks, paraphrasing
and reflecting back what is said, and withholding judgment and advice. It is a technique that is used
in counseling, training, and solving disputes or conflicts. It requires the listener to fully concentrate,
understand, respond and then remember what is being said. This helps in recognizing other's
perspectives and feelings and appreciating them. This not only helps in resolving conflicts but also
helps foster a culture of respect. Try to understand others' perspectives before responding.

Components to Listening are:

Comprehend- The listener pays attention to the speaker's verbal and non-verbal language to fully
understand what they are trying to communicate.
 INDERPRASTHA ENGINEERING COLLEGE, GHAZIABAD
DEPARTMENT OF APPLIED SCIENCES AND HUMANITIES
SUBJECT: SOFT SKILLS (BAS 105)

Retain- The listener tries to remember key points of the speaker's message using their memory or via
note-taking.

Respond- The listener tries to answer the speaker’s message as per his/her understanding of
meanings. The responding stage is the stage of the listening process in which the listener provides
verbal and/or
nonverbal reactions. A listener can respond to what they hear either verbally or nonverbally. In the
process of communication there are two parties involved in the act of interaction- sender and
receiver. In the process one is passive and the other is active, they mutually influence each other.
There is cooperation between the two to understand the message. Hence, communication is the
exchange of ideas, information and knowledge between sender and receiver through an accepted
code of signals. When the receiver understands the message in the same perspective as the sender,
then we can say the communication is successful.
Personality refers to an individual’s characteristics, style, behavior, mindset, attitude, his own unique
way
of perceiving things and seeing the world. Genetic factors, family backgrounds, varied cultures,
environment, current situations play an imperative role in shaping one’s personality. The way you
behave
with others reflects your personality. An individual with a pleasing personality is appreciated and
respected by all. Effective listening and responding skills play a crucial role in framing one’s
personality.
Though being an interpersonal skill helps individuals to express themselves in the most convincing
way.
Your thoughts, feelings and knowledge should be passed on in the most desirable manner.A person
should speak really well to make a mark of his/her own. Remember, no one would take you seriously
if
you do not master the art of expressing yourself clearly and in the most convincing [Link] all
people are blessed with excellent listening and responding skills; they acquire the same with time
and practice.
People with great communication skills tend to have a better and impressive personality than those
who
have problems in communicating as interacting with others is not a challenge for them. Individuals
with effective communication skills can easily converse with other people around be it their fellow
workers, peers, family and so on. The development and exercise of effective skills will help individuals
both in expressing himself/herself but also in their personality development. The effective
communication skills strengthen the bond among individuals and are said to improve interpersonal
relationships.
Each person is born in a particular society, community which has certain expectations of its members
through different modes of interaction, etc. Therefore, in order to understand the behavior of every
pattern
of a community and to integrate within the community, the attention must be paid to both culture
and components of communication. At the same time, it must be established that socialization
requires
 INDERPRASTHA ENGINEERING COLLEGE, GHAZIABAD
DEPARTMENT OF APPLIED SCIENCES AND HUMANITIES
SUBJECT: SOFT SKILLS (BAS 105)

understanding and acceptance of changes that need to be made during time. This kind of interaction
offers
the growing individual to learn the habits, attitudes, values, and beliefs of the social group into which
he has been born. Those who share a common culture are a society, a community, and transfer their
culture
to the next generation. Therefore, one can say that a culture is not static but constantly changing.
Thus, top
maintain the balance of change and development in society, effective communication is required.
The
purposeful socializing also called Intentional socialization is the process where one deliberately and
consistently imparts important messages to others in the society for various purposes like education,
entertainment, information, history, food, art, music etc. For every minimal activity communication
and
the active engagements with its components is required; for sharing/exchanging view points,
teaching
impulse control and developing a conscience, preparing people to perform certain social roles, and
cultivating shared sources of meaning and value. Interacting with friends and family brings the
variety of performance to obey rules, being rewarded for doing chores, and taught how to behave in
public places
that enable a person to function within his or her culture is an act of socialization.

Q. 3: What do you understand by the term ‘work-place’? State some characteristics of a workplace.
Solution- A place or a location where people work together for the betterment of employers and
organizations like offices, factories, institutions, airports, post offices, banks, hospitals etc. It is the
most important ‘social space’; to interact with different people and technologies. An aspect that has
remained unchanged in passage of time is humanity’s desire to find meaning and purpose in the
work they do. In present times finding meanings at work has become a priority for both individuals
and organizations they work for. But finding meanings at work does not mean the absence of
challenges and stress. One must accept the challenges and the stress that comes with work.
“Working hard for something we don’t care about is called stress; working hard for something we
love is called passion.” Mostly, people believe that the meaning is reflected in their ability to give
back and knowing that they are making differences in something larger than themselves.

Characteristics of Workplace:

1. Offering challenges and meaningful work

2. Hire and retain great people
3. Provide competitive satisfaction
4. Value and reward contributions
5. Training and development investment
6. Guidance and support to employees
7. Encourage and empower
8. Relaxed and positive atmosphere.
9. Open and honest communication
 INDERPRASTHA ENGINEERING COLLEGE, GHAZIABAD
DEPARTMENT OF APPLIED SCIENCES AND HUMANITIES
SUBJECT: SOFT SKILLS (BAS 105)

10. Compassion, respect and understanding.

Q.4: Discuss the flow of communication in an organization.

Solution: There are two modes through which communication flows in an organization- Vertical and
Horizontal.

Vertical Communication has two approaches- (downwards and upwards)

Downward communication refers to flow of information from higher to lower levels of the
organizational hierarchy. Information flows from top-most authority to the bottom-most persons
(workers) through various levels. This flow of information generally prevails where an autocratic style
of management is dominant. How to do a job, missions, deadlines, policies and practices of an
organization. Can be oral or written, face to face, over a telephone, fax, bulletin, letter, emails.
Flow of information from lower-levels to higher-levels is known as upward communication.
Employees respond to directions and Matters such as subordinates’ work-related problems,
suggestions, ideas, opinions, feelings about their superiors and co-workers etc. flow through upward
communication. Reports about subordinates, work problems, perception about their work
environment, coworkers.
Flow of information amongst people at the same level is known as horizontal communication. It is
interaction amongst peer groups. It involves communication with people at the same level. Most
common horizontal communication happens amongst functional heads. It coordinates work
assignments of different departments. It develops understanding amongst all the organizational
members. It helps in sharing information about organizational plans and policies.

Long type questions

Q.1: Discuss the application of 4 A’s to be exercised at workplace for effective management.
Solution - Application of 4 A’S in Stress Management are-

Avoid: - Stress can often be avoided by planning, rearranging surroundings and carrying a lighter
workload. Approaches include the following:
a) Take control: - Taking control of stressful, routine tasks helps to build confidence. For example,
leaving earlier for work or taking a new route can ease the stress of traffic. Preparing lunch can ease
the stress of waiting in a line during lunchtime.
b) Avoid bothersome people: - Physical distance from someone who is causing stress can relieve
tension. Avoid negative thoughts and conflicts you are facing from those people.
c) Learn to say “no”: - Most people have a lot of responsibilities and very little spare time. Saying
‘NO’ to social invitations, extra responsibilities at work, or volunteer requests can be difficult, but it is
often needed for personal mental health.
d) Prioritize a to-do list: - Making a to-do list helps the mind let go of stressful thoughts regarding
required tasks. Scratching an item off the to-do list can create a feeling of accomplishment.
e) Similarly, one can avoid environmental factors that make him/her anxious, such as watching the
news, excessive traffic, coming in late to office, etc. All of these can be easily avoided to prevent
unnecessary stress.
 INDERPRASTHA ENGINEERING COLLEGE, GHAZIABAD
DEPARTMENT OF APPLIED SCIENCES AND HUMANITIES
SUBJECT: SOFT SKILLS (BAS 105)

Alter: - If avoiding a stressful situation is not possible, the next best option is to ‘alter’ it. It requires;
either changing the way you communicate or do things in your daily life. For example: - If a tight
deadline is unavoidable, you can ensure a calm atmosphere to work faster and more efficiently.
a) Ask others to change their behavior: - Small issues, often snowball and turn into huge problems. It
is okay to ask others to change bothersome behavior; however, it is important to listen to others
about personal bothersome behavior, too.
b) Communicate openly: - Honesty is always the best policy. When sharing feelings, using “I”
statements rather than “you” statements helps to negate any blame on the other person.
c) Manage time better: - Grouping similar tasks together can increase efficiency, resulting in lessened
stress.
d) State limits in advance: - Prior to engaging in a long conversation, letting the other person know if
time is limited avoids any hard feelings.

Access: - The next possible tactic is adaptation to stress. If there is a stressor that cannot be avoided
or altered, it is best to adapt yourself to it. This will help you regain your sense of control of stressors.
If the situations are not favorable, then it is always better to move ahead without bothering. Do not
always look for perfectionism and start marking reasonable parameters for yourself.
a) Adjusting standards: - Perfection is impossible. Striving for perfection can cause feelings of
frustration and guilt. Adjusting personal expectations can reduce stress.
b) Practice stopping bad thoughts: - Negative thoughts should immediately be replaced with positive
ones. Refusal to replay a stressful situation in the mind may cause it to be less stressful.
c) Reframe the issue.: - Looking at situations from a different viewpoint is often helpful. For example,
rather than being frustrated for using a sick day from work, use the day to catch up on television
programs or read a book.
d) Adopt mantra sayings: - Mentally repeating confident sentences, such as, “I can do this,” has a
positive effect on stressful situations.
e) Create a list of happy resources: - Making a list of happy experiences, situations and thoughts can
put things into perspective. Looking back on this list during a stressful situation can help to calm the
mind.

Accept: - Lastly, some stressors are entirely unavoidable, unalterable, or unadaptable. In such cases,
the only way to cope is by accepting the situation and moving ahead. The death of a loved one,
physical abuse, severe illness, a natural calamity – these are all situations that are not in our control,
and you can do very little about them. They are uncontrollable, so it is best to accept the situation
and resolve to move on. Forgiving and sharing are also a part of acceptance helps in driving negative
energy away and keeping unhealthy stress away.
a) Talk with others: - Feelings are legitimate even if frustrating situations cannot be changed.
Discussing stressful situations with a friend who actively listens and understands is helpful.
b) Forgive others: - Forgiving takes practice. Learning forgiveness releases negative energy from the
mind and body.
c) Practice positive self-talk: - Negative thoughts tend to feed off each other, creating additional
negative thoughts. Positive self-talk can reduce stress and help maintain objectivity.
d) Learn from mistakes. Mistakes are inevitable and should be used as teachable moments rather
than create feelings of self-loathing.
 INDERPRASTHA ENGINEERING COLLEGE, GHAZIABAD
DEPARTMENT OF APPLIED SCIENCES AND HUMANITIES
SUBJECT: SOFT SKILLS (BAS 105)

Q.2: Define Team Work. What is the role of interpersonal skills in team work?
Solution:- “A team that defines work.” Teamwork is the mutual and collaborative effort of associates
in an institution, organization etc. to complete a task in the most effective and efficient way. There is
a group of interdependent individuals who work together to achieve a common goal. These
collaborative efforts help to solve a problem through brainstorming which enables groups to
exchange ideas and come up with creative ways of managing things where teams can find the
solutions that work best. The spirit of a group that makes the members want to succeed. There is a
sense of unity, of enthusiasm shared interests and responsibilities. Teamwork means encouraging
colleagues, having team spirit, respecting others, and valuing their contributions. It also means
fostering a sense that more can be achieved by working together than as individuals. The
interpersonal skills to be included in a teamwork are-
Trust among colleagues
Offer employees and organization what has been promised Sharing common vision of the future
Blending of each other's strength
Positive attitude, support, and encouragement
Active listening
Following same direction

Effective conflicting resolution Open communication

Commitment towards the goal Value of work

Teamwork is important in promoting support and motivation, generating new ideas, no fear of
criticism and flow of creative ideas, improving efficiency, better quality, upholding high morale, group
cohesion, focus on success, more learning opportunities, sense of accomplishments, faster
innovation, less managerial interference, stronger working relationships, combines individual skills
and diverse perspectives, brings fresh ideas to table, more work and lesser stress, promotes risk
taking, growth of happiness and individual, recognition and productivity, enhance communication
[Link] is the means of imparting and exchanging information by speaking, writing,
reading or some other mediums. In the technical world; communication is used in planning,
organizing, recruiting, coordinating, decision making etc. The formal communication helps in
organization growth, developing required skills, to set up business enterprises, academic institutions
etc. Different from general communication, technical communication is formal in nature that follows
a set pattern, always for the specific audience, and frequently involves jargons (technical terms and
vocabulary) and graphics etc. for example- CEO giving presentation of company’s achievements. The
objective of technical communication includes: - quick decision making, invite corporate joint
ventures, disseminate knowledge in both oral and written form. Effective team communication
creates awareness and understanding that promotes adeptness as team members complete their
tasks and when team members gain the same understanding about project goals and objectives,
work proceeds smoothly and efficiently. Work projects are completed timely, which enhances
business continuity. Important aspects of team communication are: - clear and reachable goals,
greater efficiency and better solutions, positive work relationships, creating culture of celebration,
reducing and diffusing conflicts, members develop same understanding about project goals and
objectives, timely completed projects resulted in cash flow for the industry.
 INDERPRASTHA ENGINEERING COLLEGE, GHAZIABAD
DEPARTMENT OF APPLIED SCIENCES AND HUMANITIES
SUBJECT: SOFT SKILLS (BAS 105)

Good communication amongst team members ensures that everyone receives the same message.
Because each person processes information differently, helpful communication permits feedback and
encourages questions that impart clarification. Many of today’s companies have a multicultural
workforce, sometimes a barrier to communication. Good team communication increases cross-
cultural interaction & understanding, which in turn helps to develop solidarity among team members
that makes team projects productive and ultimately valuable to the company. Good team
communication teaches cooperation among team members that expands to other areas of business
life. When the employees of a company cooperate in or out of a team, work projects and processes
run more efficiently. Communication and cooperation are paramount in keeping a company solvent
and profitable. Effective communication
directly determines the success or failure of an assignment requiring the whole team’s active
involvement,
and indirectly of the business itself. When team members communicate with an open mind and ask
questions rather than making assumptions, they build trust and harmony in the working
environment. These elements work together to create a business culture of camaraderie and
success.