Unit V

Work-place Skills
 Lecture – 27
Leadership Qualities, Impact
 Leadership qualities
Leadership is the act of motivating other people towards a
common goal. People that have leadership skills showcase
a strong personality and interpersonal skills to lead others
in their direction.

 What is leadership in the workplace?

Leadership in the workplace refers to the ability of an
individual to manage and supervise a company and its
fellow employees. It also refers to the ability to positively
influence others to perform their jobs to the best of their
ability. This will result in success for the company as a
whole. When leaders effectively lead their company, it is
more likely they will impact the decisions, actions and
overall attitude of others in a positive manner. When there
is good morale and a positive working environment, the
company is set up for success.
To be an effective leader, we should have a strong sense
of who we are as a person and be confident in our abilities
to lead not only the company at large but our employees
individually, too.

 What are leadership qualities?

Leadership qualities are a set of traits that a leader has that
helps them to succeed in their role. Leadership qualities
can range from interpersonal skills—such as compassion
and empathy or organizational skills—like vision and grit.
These qualities can either come naturally or be learned
over time.
Important qualities for leadership in the workplace
Displaying leadership involves having a variety of skills
and qualities that help us perform our job with ease. The
various skills a leader should possess include both hard
and soft skills.
Here are some important qualities all leaders should
possess in the workplace:

1. Good communication: As with most roles, it is

important that leaders are good communicators. In many
ways, they are the voice of the company, so being able to
effectively communicate with their team and employees is
vital in their position.

2. Empathy: Leaders need to display a great deal of

empathy. This involves understanding others’ wants,
needs and concerns. Not only will this create a
harmonious working relationship, but displaying empathy
will earn trust and respect from our colleagues and
employees.
3. Positivity: Positivity can go a long way in boosting
morale and promoting a healthy work environment in
general. Leaders should have a good attitude and stay
positive throughout their everyday tasks. When employees
see them being positive, they are more likely to be positive
themselves. Leaders should aim to inspire others through
their positive outlook.

4. Confidence: As a leader, it is important to have belief in

our abilities. When we display a reasonable amount of
confidence, we can help motivate others as well as give
them hope for the company’s future.

5. Vision: In order to make a company profitable, it is

important for leaders to have a good vision. This means
they have the motivation and ability to think beyond the
present and plan for the future strategically.
6. Responsibility: Since leaders have a variety of tasks
they will need to complete, it is important that they are
responsible in the workplace. This means prioritizing their
duties and staying focused on what needs to get done for
the company.

7. Transparency: Leaders should also be transparent

about the company’s state, its goals and more. This means
being open, honest and effectively communicating with
others in the organization. The more transparent we are as
a leader, the more our employees will trust us going
forward.

8. Motivating: As a leader, we will be responsible for not

only leading our team but empowering them to perform to
the best of their ability.
9. Delegation: It is important that we are able to effectively
delegate and manage our team of employees.

10. Humility: Leaders should be modest about their

motivations and actions. It is important for employees to see
that their superiors can make mistakes, too.

 How to improve our leadership skills in the workplace

To become a better leader, we should sharpen our skills
regularly. In some instances, this can help us advance in our
career, as well. Here are some ways to improve our
leadership skills in the workplace:

1.Understand our strengths: It is important to differentiate

our strengths from our weaknesses. As we determine what
our strengths are, we will be able to play them up to our
advantage.
For example, if we know we are a good negotiator, we will
be able to focus on tasks where these skills will be most
used.
2. Be a visionary
Having some semblance of a vision as to the future of our
company is a must for all leaders. As we look to improve
our skills, it is important to always be looking at both our
short- and long-term goals for the company. Having a clear
vision will not only motivate us but our employees, too.
Having a set goal will also help us stay focused on the
matters at hand and will give us the strength to see our
vision through to fruition.
3. Practice active listening
Consider practicing our active listening skills as we look to
improve as a leader.
This involves being more attentive to what our colleagues
and employees have to say. Focus on their every word,
listen to their concerns and respond appropriately. This
not only shows that we are engaged but also that we care.
4. Stay focused
The majority of leaders face several responsibilities.
Often, these duties are highly important and need to be
done within a certain timeframe. In order to be more
efficient, practice staying focused. This will help us get
things done more efficiently and will help our company’s
success overall.
5. Get feedback
One great way to improve our leadership skills is to get
feedback from our employees. Consider asking them how
we can be a better leader for them or what we can do
differently in their eyes.
This will not only show them that we care what they
think, but it will give us a good insight as to how we are
perceived and what actions we should take to become a
better leader for our company.

6. Help others
Lastly, helping others in our organization will help
improve our leadership skills, too. This is because through
assisting others with their needs, we will be able to
empathize with them, see their struggles or successes and
build a relationship and trust with them, as well. Being
available to help others when they need it is a great way
to improve our communication skills and general
leadership skills.
 Why are leadership skills important?

Effective leaders are essential to any organisation. They can

help build strong teams within a business and ensure
projects, initiatives or other work functions are performed
successfully. Because the skills of a leader involve multiple
interpersonal and communication skills, anyone can
exercise and hone their leadership abilities.

Most people have seen the results of both effective and

ineffective leaders on the job. Good leaders increase
employee engagement, support a positive environment and
help remove obstacles for their team. Good leadership is
also contagious, inspiring colleagues to apply positive
leadership traits in their own work. Leaders inspire others
to follow a certain path in life.
These leadership traits and skills are important because
human nature requires that certain people need to take
charge and help others. Without leaders, it’s very difficult
to manage large groups of people, set unified goals, and
make progress. So, Leadership qualities are important
because they help a leader to motivate and empower their
followers and reach their goals. Without strong leadership
qualities, a leader may lose the support of their followers.

 What are examples of leadership?

Leadership can be found in many forms, including
managing a work team, leading an organization, running a
business, running a campaign, coaching a sports team,
managing volunteers or even setting and managing
progress towards personal goals.
 How do we develop leadership qualities?

Practice is the best way to develop leadership

qualities. Though it may seem counterintuitive,
using a leadership skill and then failing will help
the most. By learning from the failure and adapting
to ensure it does not happen again, we will learn
how to harness the power of each leadership skill. A
great way to build leadership skills is to become an
active member of committees, organizations, sports
teams or clubs that relate to things we are
passionate about.
 Impact of Leadership qualities
Leaders who can effectively build trust, keep staff
informed, and communicate a vision for the future create a
positive work environment that people want to be a part of
it. Good leadership gives everyone in the company the
confidence that they are under the guidance of someone
who is credible and knowledgeable. Leadership inspires
people to try new concepts and venture into unknown
territories that will develop both their personal and
professional skills. Good communication, empathy, and
positivity impact the workplace. Developing leadership
qualities and skills can make the difference between a
company’s failure and success. The impact of good
leadership can be observed on various results related to our
team, the skills we develop, and the knowledge we hone.
Being able to influence others as a leader is essential for a
thriving organization or company.
By developing leadership skills, we will be able to
impact our team members positively. As a skilled leader,
we will affect how team members operate and contribute
to long-term success.

Lastly, leadership is related to the power of influence

and how it is utilized. Some are born leaders, and others
become good ones by following the excellent leadership
qualities listed above. Leadership is more than a
position. One might be a manager, team leader, or chief,
but they will become great leaders only when they
showcase the above qualities. Remember that it is all
about vision, empathy, ability to motivate, inspire, and
encourage others to give their very best for the company
they are working for and the whole team.
 Lecture – 28
Communication Skills for Leaders:
Listening and Responding
 Communication skills for Leaders: Listening and
Responding

Communication in the workplace is one of the signs of a

high performance culture. Workplace communication is
important for the growth and success of an employee. It
allows employees to share their inputs and feel that their
ideas are being valued. Communication skills in leadership
are important as they enable us to take responsibility for
our team and convey our message in clear, unambiguous
terms. With excellent communication, we can set the tone
for our workplace and make it easier for our team
members to understand our work expectations. It may also
help us create an atmosphere where they feel comfortable
expressing themselves and getting feedback.
If we are leading a team with multiple employees or
multiple teams working on diverse projects, leadership
communication skills become even more crucial. We can
ensure that the teams know their work goals and continue
working towards these as per the established plan and on
schedule. It may also help us communicate instructions and
feedback across teams clearly.
Effective communication skills in the workplace reduce
office conflicts and make our work more enjoyable. 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 etiquettes
6. Remaining open minded
7. A willingness to give feedback
The most important communication skills for leaders
include listening and responding.

 Listening
A good listener is someone who listens to the speaker to
receive and interpret messages accurately. No one likes
to communicate with a person who cares only about
what they have to say. That’s why, to become a good
communicator, we need to be a good listener too.
Listening is the 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. The listening process involves four
stages: receiving, understanding, evaluating and
responding. In the first stage, receiving, the listener hears
the speaker and tries to make sense of the message.
This requires the listener to pay attention and to be able to
process the information. In the second stage,
understanding, the listener tries to interpret the meaning
of the message. This requires the listener to have some
background knowledge and to be able to make
inferences. In the third stage, evaluating, the listener
makes a judgement about the message. This requires the
listener to have some standards or criteria by which to
judge the message. In the fourth stage, responding, the
listener takes some action in response to the message.
This might involve giving feedback to the speaker or
taking some other action. Completion of all these stages is
necessary. Good listening skills make workers more
productive. By being active listeners workers can
understand their assignments in a much better way and
can give their best outputs
 Leaders need to be good listeners:
By continuous listening a leader can help build a healthy
and productive work environment.

1. Listening shows respect and regard for the people

you work with: It helps to build rapport and demonstrates
that you care about others and what they have to say. Thus,
listening is a powerful tool for increasing influence and
improving relationships at work.

2. Listening builds a broader sense of trust and

community: Listening to the people who work with and
for you is an invaluable skill in leadership – and an
essential duty. It demonstrates that you value the members
of your group as well as your external and internal
stakeholders. Together, such manifestations can improve
effectiveness in your work and interactions.
3. Listening broadens your perspective and helps
you accumulate important information and
reduce misunderstandings. If your work
colleagues are comfortable bringing their ideas,
concerns and issues to you, they will generally be
more satisfied and more productive, and you will be
aware of potential problems before they can grow.
Listening is fundamental to innovation and problem
solving. When the leader is a good listener,
everyone becomes more capable of providing value
in their work.
 Responding

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
non-verbally. Nonverbal signals can include gestures such as
nodding, making eye contact, tapping a pen, fidgeting,
scratching or cocking their head, smiling, rolling their eyes,
grimacing, or any other body language. These kinds of
responses can be displayed purposefully or involuntarily.
Responding verbally might involve asking a question,
requesting additional information, redirecting or changing the
focus of a conversation, cutting off a speaker, or repeating
what a speaker has said back to him/her in order to verify that
the received message matches the intended message.
Nonverbal responses like nodding or eye contact allow the
listener to communicate their level of interest without
interrupting the speaker, thereby preserving the
speaker/listener roles. When a listener responds verbally to
what they hear and remember—for example, with a
question or a comment—the speaker/listener roles are
reversed, at least momentarily.
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. Based on
the listener’s responses, the speaker can choose to either
adjust or continue with the delivery of him/her message.
For example, if a listener’s brow is furrowed and their arms
are crossed, the speaker may determine that he/she needs to
lighten their tone to better communicate their point.
If a listener is smiling and nodding or asking questions, the
speaker may feel that the listener is engaged and him/her
message is being communicated effectively.
 Why a leader needs to be good at responding:
1. Responding is a way to add action to the process of
listening.
2. Listening with responding creates a bond between the
leader and his team members.
3. Responding in any of the medium (Verbal/non-verbal)
makes the leader as well as his team members aware
that they need to continue sharing.
4. In a way, responding properly while listening
completes the process of communication.
5. Responses from the leader makes the speaker feel
comfortable. Responding while listening turns passive
listening into active and makes the communication
process more effective.
 Lecture – 29
Mental Health at Work place:
Managing Stress, Techniques
 Mental health at work place:

We all have mental health, just as we all have physical

health. Both change throughout our lives, and like our
bodies, our minds can become unwell. The World Health
Organisation describes mental health as ‘a state of
wellbeing in which every individual realises his or her
own potential, can cope with the normal stresses of life,
can work productively and fruitfully, and is able to make
a contribution to her or his community’. Mental health
denotes a symptom free mind and fair level of emotional
wellbeing. Be it home or workplace; mental health of an
individual is subjected to environmental stressors that
may reduce one’s state of wellbeing. The workplace in
particular can be a very tiring environment for anyone.
The stress of long working hours, ever increasing
targets, managing co-workers and subordinates can take
a toll on a person’s mind and prove very toxic to one’s
mental and physical health in long run. It is difficult for
persons with full blown mental illness to continue at
work; but it generally takes a gradual course, before an
individual shows full blown symptoms of a particular
illness. Thus it becomes necessary to constantly check
mental health and stress level of workers.

 The workplace and the risks:

It becomes important for an individual; rather say
necessary to engage in some employment or other
occupational activity for the very existence and
wellbeing of him and his family. However, every
occupation comes with its own hazards.
The physical hazards and the working environment can
be a constant source of stress for the employees.
Especially, extreme hot temperatures, high intensity
sounds, poor or extreme light could be uncomfortable
and trigger stress.
While physical dangers at workplace are very apparent
and can easily be taken care of using safety precautions,
burnouts and stress are the other face of workplace
hazards, which are not visible apparently and they take a
gradual course and need careful monitoring and defences
to deal with. Every person before entering into a job has
certain expectations from his own work and the
organization, often setting his personal targets. Vice
versa, the organization also has certain expectations from
its employee.
A certain motivation, feedback and reward fuel this
interdependency. However, problem arises when there
appears to be a misbalance between the two, and either of
them starts expecting more from himself or the other
without proper motivation, feedback, reward and resources.
This is the stage when stress and burnout starts creeping in
into the workers. While burnout is a shorter phase of
exhaustion and related symptoms, stress is relatively a
prolonged phase.

 Managing Stress
Stress can be defined as the degree to which we feel
overwhelmed or unable to cope as a result of pressures that
are unmanageable. In simple words, stress is a mental
situation in which people feel pressure to perform or act.
There are two main types of stress:

1. Acute stress: The little stress that we experience on

daily basis is called acute stress.

2. Chronic stress: More severe stress that can be built up

when we are exposed to a stressful situation over a longer
period is called chronic stress.

 Techniques: Stress is any physical, chemical, or

emotional factor that causes bodily or mental unrest.
While the removal of stress is unrealistic, management
of stress is a manageable and realistic goal that can be
achieved by a number of strategies. People with strong
social support networks report less stress and fewer
negative symptoms of stress than those who lack social
support.
Stress-management techniques include relaxation
techniques, time-management skills, counselling or group
therapy, exercise, and maintaining an overall healthy
lifestyle. There are different relaxation techniques to help
manage stress:

1. Mindfulness Meditation

This is the first Stress Management technique. One of the

most widely used techniques across the world,
‘meditation’ offers relaxation to mind and body. It is a
powerful technique to overcome stress. Based on deep
breathing, meditation gives peace of mind and improved
focus.
2. Exercise/Yoga
Regular work-out/exercise is good for the body and keeps
stress levels in control. Physical activities like lifting weights,
walking release stress-combating hormones and has
contradictory effects of putting physical stress on the body
and relieving mental stress. Regular exercise helps to
effectively manage stress and reduce feelings of anxiety.
‘Yoga’ is one of the popular methods of stress
management practiced across the globe by all age groups.
Yoga helps to raise body and breath awareness and is a great
stress buster. Many other physical activities such as Pilates,
Tai Chi or sports help to effectively reduce stress.
3. Imagery
This method uses soothing and pleasant images such as that
of nature, and by visualizing a calming image and controlling
breaths, it offers deep relaxation. It is a convenient method
and easy to implement.
4. Time-Management
The majority of stress results from poor time management
and planning. So, it is essential to create a
timetable/schedule of tasks and prioritize them so as to
effectively balance time and work.

5. Self-Care
The well-known saying, ‘Health is Wealth’, is so true as
without taking good care of health, one cannot work
properly. So, when it comes to managing stress, taking care
of self is vital. One needs to maintain a healthy diet and
take adequate sleep to function properly and to keep
physical ailments at bay. Resorting to substance abuse such
as alcohol or drugs should be prohibited as it further
worsens stress. Thus, the role of a healthy lifestyle and
good habits cannot be undermined in curbing stress.
6. Maintain a ‘Stress Diary’
It is important to emit out the negative emotions, and one
can write down all the negative feelings in a diary as a way
to let them go. Also, listing down positive emotions would
help to shift the attention, and one can think of memories to
be grateful for. In this way, negativity is ward off and
replaced by positive thoughts.

7. Aromatherapy
Aromatherapy uses essential oils/scents to treat one’s
mood. So, the use of essential oils or aroma candles helps
in reducing stress. Many research studies have shown that
aroma oils having a calming effect and help in lowering
anxiety and improving sleep.
8. Tune in to Music
Researchers confirm that listening to calm and soothing
music helps to lower down the heart rate and blood
pressure, thus reducing ‘cortisol’, the stress hormone.
Therefore, listening to good music is an easy escape to
stress.

9. Reading Books
What better way to stay away from the stressors than
picking up a good book to read. Reading improves
concentration and keeps the mind away from stressful
thoughts. It diverts the mind and thus is an effective
method to lessen stress.
10. Socializing with Friends and Family
Being in the company of loved ones helps to relax and
enables one to share their concerns or problems. This
allows for freeing up the feelings and garnering emotional
support. Studies reveal that socializing helps in the release
of the hormone called ‘Oxytocin’, which is a stress reliever.
11. Get a Hobby
Getting our time into some good hobby like painting,
dancing or fishing enables our mind to take a break from
stressful thoughts and keeping it engaged. Thus, it not only
acts as a de-stressor but also engages our mind to use the
time productively.
12. Befriend Nature
Exposure to nature helps reduce anger, anxiety, and stress.
Being in the company of nature enhances pleasant and
positive feelings, thus, reducing stress hormones.
13. Consult a Psychologist/Counsellor
Nowadays, many people seek professional help to
manage stress. Therefore, seeking treatment or getting
counselling sessions can also prove beneficial to manage
stress.

14. Keep a Positive Mindset

Many times, ‘stress’ is a result of our own thoughts, and
therefore, one has to train the mind to adopt a new
perspective and develop a positive attitude. Self-
affirmation takes away unnecessary stress. Although
stress and feelings of worry can arise in personal and
professional life, tackling stress by implementing the
above-listed tips can help to keep the stressors away. So,
it is time to live more and worry less!
 Lecture – 30
Application of 4 A's: Avoid, Alter,
Access, Adapt
Stress is the emotional or physical tension the body creates
when presented with events or thoughts that cause worry,
frustration, anger or nervousness. Although short-term stress
can help avoid danger, long-term stress can cause health
issues. When stress exceeds the ability to cope, balance in the
mind and body need to be restored. Stress management is an
effective tool to accomplish this. The four A’s of stress
management are to avoid, alter, access and adapt.
1. Avoid
Stress can often be avoided by planning ahead, rearranging
surroundings and carrying a lighter workload. Approaches
include the following:
• 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.
• Avoid bothersome people: Physical distance from
someone who is causing stress can relieve tension.

• 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.

• 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.
2. Alter
When stressful situations cannot be avoided, behaviours,
communication, and time management may need to be altered.
Approaches include the following:

• Ask others to change their behaviour: Small issues often

snowball and turn into huge problems. It’s okay to ask others
to change bothersome behaviour; however, it’s important to
listen to others about personal bothersome behaviour, too.
• 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.
• Manage time better: Grouping similar tasks together can
increase efficiency, resulting in lessened stress.
• State limits in advance: Prior to engaging in a long
conversation, letting the other person know if time is limited
avoids any hard feelings.
3. Access
Accessing resources that can help cope with stress, such as
healthy food, exercise, or therapy. Many times, acceptance is
the best way to avoid stress. Approaches include the following:

• 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.
• Forgive others: Forgiving takes practice. Learning
forgiveness releases negative energy from the mind and
body.
• 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.
• Learn from mistakes: Mistakes are inevitable and should
be used as teachable moments rather than create feelings of
self-loathing.
4. Adapt
Adapting often involves changing expectations, which in turn,
lowers stress levels. Approaches include the following:

• Adjust standards: Perfection is impossible. Striving for

perfection can cause feelings of frustration and guilt.
Adjusting personal expectations can reduce stress.
• Practice stopping bad thoughts: Negative thoughts
should immediately be replaced with positive ones. Refusal
to replay a stressful situation in the mind may actually
cause it to be less stressful.
• 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.
• Adopt mantra sayings: Mentally repeating confident
sentences, such as, “I can do this,” has a positive effect on
stressful situations.
• 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 calm the mind.

• Look at the big picture. Figuring out if something

will matter in one year or in five years is important. If
it will not, letting it go can relieve stress.

Stress is a part of everyday life; however, practicing the 4

A’s of stress management can help.
Thank You!