UNITED COLLEGE OF ENGINEERING AND

RESEARCH

B.TECH
SOFT SKILLS
(BAS-105/205)
UNIT – 5

UNITED COLLEGE OF ENGINEERING & RESEARCH, NAINI, ALLAHABAD

(DR. A.P.J ABDUL KALAM TECHNICAL UNIVERSITY, LUCKNOW)
(Formally Uttar Pradesh Technical University)

BY-
DR. SHWETA SINGH

1
UNIT-5
WORK PLACE SKILLS

 Leadership qualities
 Communication Skills for Leaders

 Listening and Responding

 Mental Health at work place

 Managing Stress: Techniques:

 Application of 4 A’s; Avoid; Alter; Access; Adapt

2
UNIT-5

WORK PLACE SKILLS

LEADERSHIP
Leadership can be described as the ability of an individual to influence, motivate, and enable others to
contribute toward the effectiveness and success of an organization or group of which they are members. A
person who can bring about change, therefore, is one who has this ability to be a leader. It is a process of social
influence in which one person can enlist the aid and support of others in the accomplishment of a common task.

Qualities of a leader:
1. Integrity: Integrity refers to being genuine and honest and deciding to do the right thing at all times. A
strong sense of integrity is important in leadership because your team members need to know they can
trust and respect what you say and what you do. They also need to know they can count on you to keep
your promises.
2. Courage: The strength to act in accordance with your own values and the greater good despite pressures
pushing you in other directions. The ability to put the cause before the desire to be popular. They have a
sense of self-assurance and self-esteem and, most importantly, believe that they can make a difference.
3. Self-Confidence: A belief in your ability to meet most challenges that come your way. Confidence in him
is important to earn the confidence of the subordinates. He should be trustworthy and should handle the
situations with full willpower.
4. Trust: Building trust is considered an essential activity in leadership. Trustworthy leaders are
approachable, accept responsibility for their actions, and are mutually supportive of everyone, not just the
people that they like. Employees that trust their leader work effectively and have a high level of
commitment. In addition, they share ideas and knowledge. Trust in the behaviour of other people grows
when cooperation is reciprocated.
5. Values: Leadership values are the core beliefs and principles that guide us in our personal and
professional lives. Your values can be defined as the things you believe are most important to achieving
your goals and being happy. Leadership values are closely connected to both your personal core values
and the values of your company. Having a strong set of core values as a leader helps build respect and
trust among your team. This creates the foundation for you to influence your team in a positive way that
encourages high-performance and excellence.
6. Compassion in Leadership
Compassion is the quality of having positive intentions and real concern for others. Compassion in
leadership creates stronger connections between people. It improves collaboration, raises levels of trust,
and enhances loyalty.
Compassionate leaders seek influence—not authority. They don’t demand they encourage. They lead with
hope. They guide, acknowledge and support team members to combine their efforts, skills, talents,
insights, passion, enthusiasm and commitment to work together for the greater good.

Leadership style is the results of a leader’s philosophy, personality, and experience and value system.

1. Autocratic Leadership Style: In this style of leadership, a leader has complete command and hold over their
employees/team. The team cannot put forward their views even if they are best for the team’s or organizational
interests. They cannot criticize or question the leader’s way of getting things done. The leader himself gets the
things done.
2. The Laissez Faire Leadership Style: Here, the leader totally trusts their employees/team to perform the job
themselves. He just concentrates on the intellectual/rational aspect of his work and does not focus on the

3
management aspect of his work. The team/employees are welcomed to share their views and provide
suggestions which are best for organizational interests.
3. Democrative/Participative leadership style: The leaders invite and encourage the team members to play an
important role in decision-making process, though the ultimate decision-making power rests with the leader.
The leader guides the employees on what to perform and how to perform, while the employees communicate to
the leader their experience and the suggestions if any.
4. Paternalistic Leadership Style: Under this management style the leader assumes that his function is fatherly
or paternal. The relationship between the leader and his group is the same as the relationship between the head
of the family and the members of the family. The leader guides and protects his subordinates as members of his
family.

COMMUNICATION SKILLS FOR LEADERS

Workplace communication is important to your growth and success. It allows everyone to share their inputs and
feel that their ideas are being valued. Effective communication skills in the workplace reduce office conflicts,
lower the risk of projects going sideways, and make work more enjoyable.
Communication in the workplace is one of the signs of a high-performance culture. Exchanging information and
ideas within an organization is called workplace communication.
However, effective communication occurs when a message is sent and received accurately. In every aspect of
life (both professional and personal), effective communication is important to success and happiness. Effective
communication in the workplace is central to all business goals.
Few communication skills required at workplace:-
1) Showing respect
2) Active listening
3) Displaying positive body language
4) Be willing to ask questions
5) Understanding email etiquette
6) Remaining open minded
7) A willingness to give feedback

LISTENING AND RESPONDING

Listening is a key to all effective communication. Without the ability to listen effectively, messages are easily
misunderstood. As a result, communication breaks down and the sender of the message can easily become
frustrated or irritated.

Definition
Listening, Understanding and Responding is the desire and ability to understand and respond effectively to
other people from diverse backgrounds. It includes the ability to understand accurately and respond effectively
to spoken and unspoken or partly expressed thoughts, feelings and concerns of others. People who demonstrate
high levels of this competency demonstrate an understanding of others, including cross-cultural sensitivity.

The listening process involves four stages: receiving, understanding, evaluating, and responding.
Completion of all these stages successfully is necessary.
Listening skills allow one to make sense of and understand what another person is saying. Good listening skills
make workers more productive. The ability to listen carefully allows workers to better understand assignments
they are given. They are able to understand what is expected of them by their management. Responding adds
action to the listening process. Oftentimes, the speaker looks for verbal and nonverbal responses from the
listener to determine if and how their message is being understood and/or considered.

4
Meaning of Stress
Stress is the psychological and physical state that results when the resources of the individual are not sufficient
to cope with the demands and pressures of the situation.
Thus, stress is more likely in some situations than others and in some individuals than others. Stress can
undermine the achievement of goals, both for individuals and for organizations.

MENTAL HEALTH AT WORKPLACE

More than half the world’s population is currently in work and 15% of working-age adults live with a mental
disorder.
Without effective support, mental disorders and other mental health conditions can affect a person’s confidence
and identity at work, capacity to work productively, absences and the ease with which to retain or gain work.
Twelve billion working days are lost every year to depression and anxiety alone. Furthermore, people living
with severe mental health conditions are largely excluded from work despite this being important for recovery.
Mental health conditions can also impact families, carers, colleagues, communities, and society at large.
Depression and anxiety cost the global economy US$ 1 trillion each year predominantly from reduced
productivity.

Many people with mental health disorders also need care for other physical health conditions, including heart
disease, diabetes, respiratory illness, and disorders that affect muscles, bones, and joints. 5–8 The costs for
treating people with both mental health disorders and other physical conditions are 2 to 3 times higher than for
those without co-occurring illnesses.
The workplace can be a key location for activities designed to improve well-being among adults. Workplace
wellness programs can identify those at risk and connect them to treatment and put in place supports to help
people reduce and manage stress. By addressing mental health issues in the workplace, employers can reduce
health care costs for their businesses and employees.

Problem
 Mental Health Issues Affect Businesses and Their Employees
 Poor mental health and stress can negatively affect employee:
 Job performance and productivity.
 Engagement with one’s work.
 Communication with coworkers.
 Physical capability and daily functioning.

Mental illnesses such as depression are associated with higher rates of disability and unemployment.
Depression interferes with a person’s ability to complete physical job tasks about 20% of the time and reduces
cognitive performance about 35% of the time.
Only 57% of employees who report moderate depression and 40% of those who report severe depression
receive treatment to control depression symptoms.
Even after taking other health risks—like smoking and obesity—into account, employees at high risk of
depression had the highest health care costs during the 3 years after an initial health risk assessment.

Solution
Employers Can PROMOTE Awareness about the Importance of Mental Health and Stress Management
Workplace health promotion programs have proven to be successful, especially when they combine mental and
physical health interventions.

The workplace is an optimal setting to create a culture of health because:

 Communication structures are already in place.
5
 Programs and policies come from one central team.
 Social support networks are available.
 Employers can offer incentives to reinforce healthy behaviors.
 Employers can use data to track progress and measure the effects.

Action steps employers can take include:

 Make mental health self-assessment tools available to all employees.
 Offer free or subsidized clinical screenings for depression from a qualified mental health professional,
followed by directed feedback and clinical referral when appropriate.
 Offer health insurance with no or low out-of-pocket costs for depression medications and mental health
counseling.
 Provide free or subsidized lifestyle coaching, counseling, or self-management programs.
 Distribute materials, such as brochures, fliers, and videos, to all employees about the signs and
symptoms of poor mental health and opportunities for treatment.
 Host seminars or workshops that address depression and stress management techniques, like
mindfulness, breathing exercises, and meditation, to help employees reduce anxiety and stress and
improve focus and motivation.
 Create and maintain dedicated, quiet spaces for relaxation activities.
 Provide managers with training to help them recognize the signs and symptoms of stress and depression
in team members and encourage them to seek help from qualified mental health professionals.
 Give employees opportunities to participate in decisions about issues that affect job stress.

Success Stories
Many Businesses PROVIDE Employees With Resources to Improve Mental Health and Stress Management
Prudential Financial
 Monitors the effect of supervisors on worker well-being, especially when supervisors change.
 Conducts ongoing, anonymous surveys to learn about attitudes toward managers, senior executives, and
the company as a whole.
 Normalizes discussion of mental health by having senior leadership share personal stories in video
messages.

TiER1 Performance Solutions

 Focuses on six key health issues: depression, anxiety, obsessive-compulsive disorder, schizophrenia,
bipolar disorder, and addictions as part of its Start the Conversation about Mental Illness awareness
campaign.
 Provides resources to assess risk, find information, and get help or support using multiple formats to
increase visibility and engagement. For example, information is provided as info graphics, e-mails,
weekly table tents with reflections and challenges, and videos (educational and storytelling).

Strategies for Managing Mental Health and Stress in the Workplace

Health care providers can:

 Ask patients about any depression or anxiety and recommend screenings, treatment, and services as
appropriate.
 Include clinical psychologists, social workers, physical and occupational therapists, and other allied
health professionals as part of core treatment teams to provide comprehensive, holistic care.
Public health researchers can:
 Develop a “how-to” guide to help in the design, implementation, and evaluation of workplace health
programs that address mental health and stress issues.
6
 Create a mental health scorecard that employers can use to assess their workplace environment and
identify areas for intervention.
 Develop a recognition program that rewards employers who demonstrate evidence-based improvements
in metrics of mental health and well-being and measurable business results.
 Establish training programs in partnership with business schools to teach leaders how to build and
sustain a mentally healthy workforce.

Community leaders and businesses can:

 Promote mental health and stress management educational programs to working adults through public
health departments, parks and recreational agencies, and community centers.
 Support community programs that indirectly reduce risks, for example, by increasing access to
affordable housing, opportunities for physical activity (like sidewalks and trails), tools to promote
financial well-being, and safe and tobacco-free neighborhoods.
 Create a system that employees, employers, and health care providers can use to find community-based
programs (for example, at churches and community centers) that address mental health and stress
management.

Federal and state governments can:

 Provide tool kits and materials for organizations and employers delivering mental health and stress
management education.
 Provide courses, guidance, and decision-making tools to help people manage their mental health and
well-being.
 Collect data on workers’ well-being and conduct prevention and biomedical research to guide ongoing
public health innovations.
 Promote strategies designed to reach people in underserved communities, such as the use of community
health workers to help patients access mental health and substance abuse prevention services from local
community groups (for example, churches and community centers).
Employees can:
 Encourage employers to offer mental health and stress management education and programs that meet
their needs and interests, if they are not already in place.
 Participate in employer-sponsored programs and activities to learn skills and get the support they need to
improve their mental health.
 Serve as dedicated wellness champions and participate in trainings on topics such as financial planning
and how to manage unacceptable behaviors and attitudes in the workplace as a way to help others, when
appropriate.
 Share personal experiences with others to help reduce stigma, when appropriate.
 Be open-minded about the experiences and feelings of colleagues. Respond with empathy, offer peer
support, and encourage others to seek help.
 Adopt behaviors that promote stress management and mental health.
 Eat healthy, well-balanced meals, exercise regularly, and get 7 to 8 hours of sleep a night.
 Take part in activities that promote stress management and relaxation, such as yoga, meditation,
mindfulness, or tai chi.
 Build and nurture real-life, face-to-face social connections.
 Take the time to reflect on positive experiences and express happiness and gratitude.
 Set and work toward personal, wellness, and work-related goals and ask for help when it is needed.

Everyone has the right to work and all workers have the right to a safe and healthy working environment. Work
can be a protective factor for mental health, but it can also contribute to worsening mental health. Work-related

7
mental health conditions are preventable. Much can also be done to protect and promote mental health at work
and support people with mental health conditions to participate fully and equitably in work.
WHO has developed Guidelines on mental health at work. This is accompanied by the Mental health at work:
Policy brief developed in collaboration with the International Labour Organization.
Together, these products aim to improve the implementation of evidence-based recommendations for mental
health at work to promote mental health, prevent mental health conditions, and enable people living with mental
health conditions to participate and thrive in work.

MANAGING STRESS
Three Crucial Skills for Managing Stress
1) Time Management
Managing time to be optimally productive—and not just active— helps reduce stress by making it easier
for employees to meet their deadlines, manage expectations, and achieve their goals.
2) Conflict Resolution
Whether between individuals, teams, or competing priorities, conflicts arise in the workplace all the time
and can be major contributors to stress.
Employees who develop strategies for handling these types of situations will not only reduce their own
stress levels, but will contribute to a more collaborative work environment.
3) Project Management
Successfully managing a project can help prevent stressful situations from arising in the first place.
Although everybody experiences crunch time or an emergency every now and then, it should not be the
norm. While it might not be possible to entirely avoid stressful situations in the course of managing a
project, it is possible to minimize them.

Positive Thinking: Controlling Mind

Positive thinking, or an optimistic attitude, is the practice of focusing on the good in any given situation. It can
have a big impact on your physical and mental health specially at workplace.
That doesn't mean you ignore reality or make light of problems. It just describes a positive approach to deal
with in every situation.
Controlling one’s mindset to look at things with a positive point of view is advantageous for a workplace and
contributes in healthy environment at work.
It impacts the way you think about your work and the way your colleagues and customers see you.

Techniques: Application of 4 A’s

1) Avoid
Believe it or not, you can simply avoid a lot of stress. Plan ahead, rearrange your surroundings and reap
the benefits of a lighter load.
 Take control of your surroundings
Is the traffic insane? Leave early for work or take the longer, less traveled route. Hate waiting in
line at the corporate cafeteria? Pack your lunch and eat at your desk or in a break room.
 Avoid people who bother you
If you have a co-worker who causes your jaw to tense, put physical distance between the two of
you. Sit far away at meetings or walk around his or her cubicle, even if it requires some extra
steps.
 Learn to say no
8
You have a lot of responsibilities and demands on your time. At a certain point, you cross the
line between being charitable and being foolish. Turn down the neighborhood sports league. Pass
on coaching T-ball. Those around you will appreciate more time with a relaxed you. And you'll
have time to enjoy them, too.
 Ditch part of your list
Label your to-do list with A's, B's and C's, according to importance. On hectic days, scratch the
C's from your list.

2) Alter
One of the most helpful things you can do during times of stress is to take inventory, then attempt to
change your situation for the better.
 Respectfully ask others to change their behavior
And be willing to do the same. Small problems often create larger ones if they aren't resolved. If
you're tired of being the target of a friend's jokes at parties, ask him or her to leave you out of the
comedy routine. In return, be willing to enjoy his or her other jokes and thank him or her for
humoring you.
 Communicate your feelings openly
Remember to use "I" statements, as in, "I feel frustrated by shorter deadlines and a heavier
workload. Is there something we can do to balance things out?"
 Manage your time better
Lump together similar tasks — group your phone calls, car errands and computer-related tasks.
The reward of increased efficiency will be extra time.
 State limits in advance
Instead of stewing over a colleague's nonstop chatter; politely start the conversation with, "I've
got only five minutes to cover this."

3) Access
Sometimes we may have no choice but to accept things the way they are. For those times try to:
 Talk with someone
You may not be able to change a frustrating situation, but that doesn't mean your feelings aren't
legitimate. Phone or schedule a coffee break with an understanding friend. You may feel better
after talking it out.
 Forgive
It takes energy to be angry. Forgiving may take practice, but by doing so you will free yourself
from burning more negative energy. Why stew in your anger when you could shrug and move
on?
 Practice positive self-talk
It's easy to lose objectivity when you're stressed. One negative thought can lead to another, and
soon you've created a mental avalanche. Be positive. Instead of thinking, "I am horrible with
money, and I will never be able to control my finances," try this: "I made a mistake with my
money, but I'm resilient. I'll get through it."
 Learn from your mistakes

9
There is value in recognizing a "teachable moment." You can't change the fact that
procrastination hurt your performance, but you can make sure you set aside more time in the
future.

4) Adapt
Thinking you can't cope is one of the greatest stressors. That's why adapting — which often involves
changing your standards or expectations — can be most helpful in dealing with stress.
 Adjust your standards
Do you need to vacuum and dust twice a week? Would macaroni and cheese be an unthinkable
substitute for homemade lasagna? Redefine success and stop striving for perfection, and you may
operate with a little less guilt and frustration.
 Practice thought-stopping
Stop gloomy thoughts immediately. Refuse to replay a stressful situation as negative, and it may
cease to be negative.
 Re-frame the issue
Try looking at your situation from a new viewpoint. Instead of feeling frustrated that you're
home with a sick child, look at it as an opportunity to bond, relax and finish a load of laundry.
 Adopt a mantra
Create a saying such as, "I can handle this," and mentally repeat it in tough situations. Create an
assets column. Imagine all of the things that bring you joy in life, such as vacation, children and
pets. Then call on that list when you're stressed. It will put things into perspective and serve as a
reminder of life's joys.
 Look at the big picture
Ask yourself, "Will this matter in a year or in five years?" The answer is often no. Realizing this
makes a stressful situation seem less overwhelming.

10
AKTU QUESTIONS

SR.NO. QUESTION MARKS CO

1 Describe the types of listening activities. (AKTU 2020-21) 2 5
2 Describe leadership qualities. (AKTU 2020-21) 2 5
3 State the difference between “Hearing” and “Listening.”. (AKTU 2 5
2021-22)
4 What is stress management? (AKTU 2022-23) 2 5
5 Describe the leadership qualities with the help of integrity, 10 5
values, self confidence and courage. (AKTU 2020-21)
6 Explain the qualities of a leader in detail. (AKTU 2021-22) 10 5
Justify the statement “Any skill might get obsolete but 10 5
Communication Skills”. (AKTU 2021-22)
7 Write a note on 4A’s techniques of stress management. 7 5
8 What do you understand by leadership? Explain the qualities 7 5
of a good leader. (AKTU 2022-23)
9 Elucidate the importance of Listening and Responding at 7 5
workplace. (AKTU 2022-23)

11