See the Full Issue
March 2024: The Behavior Issue
Soft Skills in a Hard World
Prior to the pandemic, employee development focused primarily on teaching technical skills, like how to operate the latest accounting software or inventory management system. But the pandemic showed us that skills such as communication and innovative thinking are what will enable a practice not only to survive but to thrive, especially in tough times.
What They Are, Why They Matter, and How to Leverage Them
Prior to the pandemic, employee development focused primarily on teaching technical skills, like how to operate the latest accounting software or inventory management system. But the pandemic showed us that skills such as communication and innovative thinking are what will enable a practice not only to survive but also to thrive, especially in tough times.
Indeed, all the technical skills in the world could not have overcome the challenges the pandemic presented. That was when the value of soft skills rose to the top, both personally and professionally. In fact, according to LinkedIn’s 2019 Global Talent Trends report, 89% of recruiters say that when a new hire doesn’t work out, it usually is because of a lack of soft skills, reports the Society of Human Resources Management (SHRM).
What exactly are soft skills? They are the work habits, behaviors, and personality traits that keep the human workplace engine humming and enable employees—and their companies—to prosper, notes SHRM.
Does one of your staff members know how to listen and ask questions before jumping in with solutions? Is another staff member always dependable and does what she says she’ll do? Is another staff member a keen observer of what isn’t said in a meeting and then articulates that? All of those are successful soft skills in action.
Some employees are naturally gifted at technology and technical skills, called “hard skills.” “Want me to learn a new software program?” a staff member may ask. “No problem.” Still others are naturally gifted with soft skills, such as the ability to derail a potential conflict by speaking calmly and asking questions. Everyone has a comfortable “home base.” The challenge is to stretch that comfort zone to include its opposite for mutual growth.
Like technical skills, soft skills can be learned. The key is to foster an environment that enables employees to try and fail and try again. With that, learning such skills, be they “hard” or “soft,” can be set up as learning adventures.
Soft skills are the work habits, behaviors, and personality traits that keep the human workplace engine humming and enable employees—and their companies—to prosper.
To start, identify the holes, or areas of improvement, in your practice’s soft skills. One way to do that is to review team members’ past performance reviews, Abby White, CEO of Gro HR Consulting said in a interview with SHRM. These can include behaviors such as a tendency to be late, or an employee’s inability to speak up and offer ideas in meetings.
Another way to surface soft skills training needs is through the use of assessments, notes White. Ask employees to self-assess, that is, to reflect on their personal behaviors when interacting with others. Additionally, you can use a 360-degree feedback system. Through a series of objective questions, you can get input from a staff member’s subordinates, peers, colleagues, and supervisor to highlight areas for improvement.
Top 11 Soft Skills |
|
| According to Forbes.com, these soft skills are the most sought-after for 2024. | |
| Communication: Good communicators need to be able to convey information clearly, but also need to be good listeners and accept feedback. | |
| Leadership: Good leaders are pure gold. They can set the vision for the team and inspire those around them to constantly improve. | |
| Teamwork: Working well with others is an invaluable skill that is crucial in maintaining a positive workplace culture. | |
| Creativity: The classic “thinks-outside-the-box” mentality is still very relevant and desirable in today’s work environment. | |
| Time Management: Employees who can manage their time well are more likely to be seen as reliable and efficient, allowing them to stand out in the workplace. | |
| Adaptability: Adaptable staff members can adapt quickly to changing circumstances, which can help organizations quickly recover from setbacks. | |
| Problem-solving: Employees who can execute critical and strategic thinking are better able to address complicated challenges and opportunities. | |
| Work ethic: A demonstrated commitment to the job goes a long way in establishing credibility and reliability. | |
| Critical thinking: Approaching problems with a strategic and analytical mindset can help generate effective solutions. | |
| Conflict management: Empathy, negotiation, and mediation skills are all key to being a good conflict manager. | |
| Emotional intelligence: An employee who can recognize and understand emotions is critical in working with a team from various backgrounds. | |
| Source: forbes.com/advisor/business/soft-skills-examples | |
Once you have identified your practice’s soft skills training needs, look on the flip side, at those staff members who excel at specific soft skills, suggests White. This can provide you with insights on the behaviors you may want to train your employees on.
Practice makes perfect and that applies to learning anything new, be it how to use your new Apple Watch or how to resolve a workplace conflict. But there are identifiable learning stepping stones to make it easier.
The first step is to teach employees the behaviors, such as through a staff meeting or training video. The next step is to have employees practice those behaviors, such as via role plays. The final step is to apply those behaviors back on the job. It’s helpful, too, if staff members can get feedback so they know where and how to improve before trying again.
As a practice owner or manager, you can also link those new behaviors to performance reviews. For instance, if Sallie needs to improve her communication skills you can identify the specific behaviors and then both you and she can assess how well she is doing during an annual review.
Finally, make improving your practice’s soft skills a team sport. Open the doors to honest talk about the soft skills challenges in your practice. Ask, “What could we do differently, or better?” Then, together, make a plan for improvement. Not only will this create “buy-in” for everyone on the team, but it will also result in positive outcomes.
M. Carolyn Miller is a senior instructional designer and writer who has been developing soft skills training programs for 30 years. Find her online at cultureshape.com. |
Photo credits: Warumpha Pojchananaphasiri/E+ via Getty Images, RyanKing999/iStock via Getty Images Plus