PLA People with Soft Skills

People with Soft Skills with Cheryl Gould an Sam McBane Mulford

She had us start with a creativity exercise and then shared that:

  • 98% of 2nd graders consider themselves creative
  • 50% of 5th graders consider themselves creative
  • 2% of Adults consider themselves creative (how sad)

How often do we judge?  “Play is the highest form of research” – Albert Einstein

Hard Skills – ability to perform a task v. Soft Skills – ability to interact effectively with others

Customer Service Skills

  • Initiative and responsibility
  • confidence
  • smile on the phone
  • Look Up! Be attentive – make eye contact and smile
  • Use conventions – please, thank you, you’re welcome
  • Active listening
  • Empathy
  • Humor
  • enthusiasm
  • approachable
  • Tact
  • Willingness to try
  • Creative
  • Open body language
  • Positive
  • Patiences
  • Flexibile
  • Observant
  • Curious
  • Self-aware
  • Unjaded
  • Innovatove

Foundational Skills – Bridge to Anywhere – Learnable Set of Skills:

  • Be Present
  • Listen non-judgementally
  • Accept offers
  • Reframe failulre
  • Take Risks
  • Support you partner
  • Yes, and..

Benefit from Diversity of Opinions!

Play pen game – think w/out a box – what is this pen? A toy? A  hair holder? A tool to impale someone with? “Yes, that’s exactly what it is.”

Build on ideas – spark off what someone said – ideas are open to all.

What gets in the way?

  • Time
  • Small
  • Talking over each other
  • Poor communication
  • Policies
  • Judging environment
  • Distractions
  • Lack of shared goals

Book to read: Creating We

If you ask a question, listen to the answer and Be Respectful!

Social: Why our Brains are Wired to Connect by Matthew D. Lieberman – You need to SHARE Information ACROSS the Silos

  1. Recognize that there is a problem – did you just piss someone off?
  2. Feel safe enough to say why they are upset
  3. Admit mistake and apologize

Speed of Trust Communication and trust – costs of having low trust in an organization are HIGH. Low trust = expensive checks and balances and road blocks

How do you have safe feedback  Notice it in yourselves.

What’s good about That? Game:

  • Support partner
  • Yes, and skills
  • Find something to appreciate about what the person just said and build on it and add to what the person who just spoke said.
  • Easy to implement

Final thoughts:

  • Notice when you are judging yourself – not being present or not listening
  • Play! It’s good.
  • Have a walking meeting – get you out of your comfort zone and stimulate creative thinking.
  • Make it safe to ask for help and/or admit a mistatke
  • Get 360 degree feedback
  • Make things fun
  • Make it less serious

NEW TedTalk to watch: tony Robbins about feeling significant




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