Communication Soft Skill

IBM Global Services India
IBM Global Services
Fundamental Soft Skill

Presented By: Amit Kumar Roy
IBM Confidential
© 2004 IBM Corporation

The information in this document shall not be disclosed outside of IBM
1 © 2004 IBM Corporation
Program Objectives
 To have a standardized program that enables ELTP's and ensures that at the
end of the Program they have
 Adequate skill levels to perform
 Variance of skill levels among ELTP’s is reduced
 Average perform capability of the team is high

Technology
Soft Skills and Attitude

Application Domain
Knowledge
3Dimensions of Enablement

Soft Skill Tips
 Set up your Mail Signature with Necessary details

 Set up your "Out of Office" or “Out of Campus” when you are off.
 Technical Analysis Mails to Show your Experience not Inexperience
 Send Tasks Plan and Status Mails to keep all Stakeholders Informed
 Respond your Mails in One Business Day
 Review the CC and TO list
 Discourage large attachments. Zip it up
 Avoid Last minute surprises
 Always provide ETA and Workaround for blockers
 Minute the meeting you attend
 Avoid using SMS kind of Language in Business Mails.
 Always try and make the mail positive
 When you are upset with a mail try not to reply immediately.Give some
time , review, try to remove
emotions and send later.
 Use Goggle Desktop for Search functions
.

Set up your Mail Signature with Necessary details
• Advantage • Required Format

 A person who has not seen you  Name
sitting remotely should clearly  Role
get the information from your  Designation ( Like EFMS-
signature. Development, EFMS-Test, EFMS-
• Disadvantage System Engineering )
 Sub team that you belong to ( Like
 Without proper signature, it will
EFMS-MS or EFMS-MIS or
be very difficult to identity the EFMS-TP or EFMS-ChildApps )
people, and working application.  IBM location with Address
 People may not be able to contact  Seat No
you in urgent situation.  Contact Numbers ( External call in
Number with Country and area
code, Mobile Number )
 Internet E-mail ( @in.ibm.com )

Good Examples
Example2:
Example1: Thanks & Regards,
Thanks and regards, Shraddha Garg
Santhosh Vandyil EFMS-Development,
EFMS-MIS
AT&T Account, ELTP Mgmt, IBM India Private Limited,
IBM India Private Limited,
Manyata Embassy Business Park, Block - D2,
D2-Block,3rd Floor-MD2-3A-150 Manyata EmbassyBusiness Park
Outer Ring Road Seat: MD2-3A-293
,NagawaraRachenahalli Outer Ring Road,
Bangalore-560045
Nagawara - Rachenahalli Village
Contact: Bangalore – 560 045, Karnataka, India
Office: +91-80-402-56299 Contact:
Mobile: +91-98458 85384 Mobile : +91-9900211744
TieLine : 92 -21299 Tel : +91-80-280-56148(Extn)
E-Mail: vsantho@in.ibm.com
Email : shragarg@in.ibm.com
Set up your "Out of Office" or “Out of Campus” when you are off

 The out of office message alerts the  Starting when you will be out of
sender to look explore for office
alternatives  When will you return back
• Disadvantage  For the current activities that you are
 It may create a situation, when some involved in who is the backup with
thing is urgently required, and no Email address and Contact no of
one is aware about that. backup ( # Backup should be aware
 It will break the communication of the same and it should be in
series. consultation with your manager )
 And you escalation path ( manager e-
mail address and contact no)

Good Example
I will be out of office starting 29th August evening India/Morning EST and
will be back on 2nd Sept. During this period I will not have access to my E-
mails. Please contact the following backups during my absence
PA911:
Srinivas Piratla ( spiratla@in.ibm.com )
Extn: +9180-402-56111
PB494 :
Srikanth Mulapudi ( smulapu@in.ibm.com )
Extn: +9180-402-56112
In case you need additional support please contact my manager

Patil Devraj ( pdevraj@in.ibm.com )
Extn: +9180-402-56109
Mob: +919886530288
Technical Analysis Mails to Show your Experience not Inexperience

 It will provide the clear picture of  Problem Description
problem  Your conclusion
 It will reflect your work done  Snippet of log file which aided the
 It will reflect your Experience conclusion
• Disadvantage  Snippet of Sql Queries which aided the
 It will reflect your work conclusion
inexperience  Snippet of Requirements which aided
 It may confuse the second party to the conclusion
approach to problem
 It will not reflect your effort to
analyze and solving the problem

Send Tasks Plan and Status Mails to keep all Stakeholders Informed

 Easy to trace your progress  Your expected timeline of
• Disadvantage completion of the activity
 You may not able to complete your  Date associated with the timeline
task on time  What do you perceive as Risks and
 Work may get stuck in mid, because Issues for the same
of improper analysis of risk and
issues.

Respond your Mails in One Business Day
• Advantage • Tips
 It will reduce the time zone problem  For mails which is to keep IBM US
 Helped to resolve the problem with informed or requesting there help
Time Line you should be sending the mails by
 Second party can approach further India Lunch time. This will make
in their respective Time zone sure that it gets the US SME
attention by there start of business.
• Disadvantage
 It may delay the completion time.
 You may not able to complete the
task on time line.

Review the CC and TO list

 It will not create the unnecessary  Critically review the To and CC list
confusion of a mail. Are there so many people
 TO will reflect,mail is required for needed in the list. if not remove the
them, and CC will reflect, this mail unnecessary people
is just for there information  Critically review if the mail has large
• Disadvantage attachments
 It may create mail war like “Please
remove me from list”
 It will eat some valuable time of the
person unnecessarily
 It will lead to unnecessary traffic

Discourage large attachments
 Reduce the unnecessary traffic  Always use WinZip/Pkzip to zip
 Reduce mail server storage issue the large documents that you have
• attached
Disadvantage
 Recipients will get frustrated, if he
is accessing the network from home
via a dialup or weak connection
 Dialup and Home
connectivity users will be
blocked
 The recipients will face lot of issues
if you have large unzipped
attachments in the mails
 It will create mail server storage
issue
Avoid Last Minute Surprises
 Mentors appreciate  Always keep your
genuine concerns of delay lead/manager/mentor
however not at the last informed either by phone
minute or by a mail if the work
• Disadvantage product is getting delayed
 Frequent requests for with a valid reason for the
same. Don’t come back
delay may be interpreted
on the last minute
as the capability issue of
the candidate

Always provide Workaround for blockers
 Easy to trace the current status  Current status ( Analysis/ Identified
 It will reduce the escalation the problem/Fixing In
 progress/Testing )
Workaround will reflect the
required time to solve  Estimated time of Availability
• Disadvantage  Workaround for the problem
 ETA needs to be reviewed
 It will be difficult to get current
and approved by your senior
status
team members
 It will show your inexperience

Avoid SMS Kind of Language in Business Communication
 You tend to have a good start  Written Communication can
with the Professional/Mentor tell a lot about the person who
with whome you are is sending it.
interlocking
 Use formal language,
• Disadvantage follow case sensitivity
 If not followed can be and proper language
misinterpreted as a constructs like
communication capability sentences and
issue of the candidate punctuations.

Minute the meeting you attend
 Reflect the purpose of meeting The Minutes of the Meeting mail
 Reduce the inconvenient because of should have
Date,Time and Location  Name of the Meeting
 Provide the clarity for Participants  Participants
required  Absentees
 Trace out the Absentees  Date and Time
• Disadvantage  Location
 Participant will not able to get the  Contents of the meeting also
importance of meeting needs to be captured. Which
 It may cause unnecessary may be decision, comments
inconvenient, because the lack of and Action items
date, time and location information

Pause and Respond
 You may able to send a mail,  When you are upset with a mail try
without any emotional aspect not to reply immediately
• Disadvantage  You can write the reply and keep it
 Your business relationship may get in draft
effected because of your mail  Give some time , review it yourself
and try and remove the emotions
and send later.

Positive Mail
 It will show your Experience  Always try and make the mail
 It will give a good relationship with positive
customer/other person  Try to see the problem in
 Providing the workaround will give customer's/other person's
a right path to approach further perspective and reply on the do
• Disadvantage ability of a problem and not stating
that it is not doable
 It will show your inexperience
 Think of the workaround that may
 You may loose the support of your
remove the hindrance of the
customer/other person customer

Use Google Desktop
• Advantage • Disadvantage
 This is a free software  Searching a document can eat a lot
 of time
You can easy Download and Install
 It may bit reduce the speed of your
 Very easy to work on this
TC/TP
 It will reduce the time of searching
the documents

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Communication Soft Skill

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Communication Soft Skill

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IBM Global Services India

IBM Global Services

Fundamental Soft Skill

© 2004 IBM Corporation

 Adequate skill levels to perform

 Variance of skill levels among ELTP’s is reduced

 Average perform capability of the team is high

Soft Skills and Attitude

2 © 2004 IBM Corporation

Soft Skill Tips

 Set up your Mail Signature with Necessary details

3 © 2004 IBM Corporation

Set up your Mail Signature with Necessary details

• Advantage • Required Format

4 © 2004 IBM Corporation

• Advantage • Required Format

6 © 2004 IBM Corporation

In case you need additional support please contact my manager

Technical Analysis Mails to Show your Experience not Inexperience

• Advantage • Required Format

8 © 2004 IBM Corporation

• Advantage • Required Format

9 © 2004 IBM Corporation

Respond your Mails in One Business Day

10 © 2004 IBM Corporation

Review the CC and TO list

11 © 2004 IBM Corporation

Discourage large attachments

Avoid Last Minute Surprises

13 © 2004 IBM Corporation

Always provide Workaround for blockers

14 © 2004 IBM Corporation

Avoid SMS Kind of Language in Business Communication

15 © 2004 IBM Corporation

Minute the meeting you attend

16 © 2004 IBM Corporation

Pause and Respond

17 © 2004 IBM Corporation

18 © 2004 IBM Corporation

Use Google Desktop

19 © 2004 IBM Corporation

What Makes you Special ?

20 © 2004 IBM Corporation

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