Soft Skills for the BPO Sector

Soft Skills for the BPO Sector

by Shalini Verma
Released June 2009
Publisher(s): Pearson India
ISBN: 9788131722206

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Book description

Besides technical proficiency, or hard skills, one also needs soft skills like initiative, empathy, and adaptability to ensure that he is hired, retained and valued in the BPO sector. In this book you will find valuable insights into managing your emotions, your relationships and your environment for a successful career in the BPO sector in particular and in the competitive world of the corporate sector in general.

Table of contents

  1. Soft Skills for the BPO Sector
    1. Copyright
    2. Dedication
    3. About the Author
    4. Preface
    5. Acknowledgements
    6. HOW TO USE THIS BOOK
      1. SOFT SKILLS FOR BPOS: AN OVERVIEW
      2. SOFT SKILLS FOR SELF-MANAGEMENT
      3. SOFT SKILLS FOR PEOPLE MANAGEMENT
      4. SOFT SKILLS FOR CHANGE MANAGEMENT
      5. SPECIAL FEATURES OF THIS BOOK
    7. Part I: Soft Skills for BPO: An Overview
      1. Chapter 1: What are Soft Skills? (1/4)
      2. Chapter 1: What are Soft Skills? (2/4)
      3. Chapter 1: What are Soft Skills? (3/4)
      4. Chapter 1: What are Soft Skills? (4/4)
        1. SOFT SKILLS
        2. NOTES
      5. Chapter 2: What is BPO? (1/4)
      6. Chapter 2: What is BPO? (2/4)
      7. Chapter 2: What is BPO? (3/4)
      8. Chapter 2: What is BPO? (4/4)
        1. WHAT IS OUTSOURCING?
        2. TYPES OF BPOs
        3. BPO: THE FLIP SIDE
        4. SKILL SETS FOR BPOs
        5. BENEFITS OF BPOs
        6. THE INDIAN SCENARIO
        7. WHY ARE COMPANIES INCREASINGLYOUTSOURCING TO INDIA?
        8. BPOs IN INDIA: THE CHALLENGE AHEAD
        9. NOTES
      9. Chapter 3: Why are Soft Skills Important in BPO Sector? (1/4)
      10. Chapter 3: Why are Soft Skills Important in BPO Sector? (2/4)
      11. Chapter 3: Why are Soft Skills Important in BPO Sector? (3/4)
      12. Chapter 3: Why are Soft Skills Important in BPO Sector? (4/4)
        1. HOW SOUND IS THE BPO SECTOR ININDIA AS A CAREER PROSPECT?
        2. WHAT DO YOUNGSTERS NEED TO KNOWABOUT THE SELECTION PROCESS ANDON-JOB TRAININGS BEFORE THEY DECIDETO ENTER THE BPO SECTOR?
        3. WHY DO PEOPLE JOIN THE BPO SECTOR?
        4. WHY DO PEOPLE LEAVE THE BPO SECTOR?
        5. WHY ARE SOFT SKILLS IMPORTANT IN THE BPO–ITES SECTOR?
        6. NOTES
    8. Part II: Soft Skills for Self-Management
      1. Chapter 4: Emotional Intelligence: It’s All about Managing Your Emotions (1/5)
      2. Chapter 4: Emotional Intelligence: It’s All about Managing Your Emotions (2/5)
      3. Chapter 4: Emotional Intelligence: It’s All about Managing Your Emotions (3/5)
      4. Chapter 4: Emotional Intelligence: It’s All about Managing Your Emotions (4/5)
      5. Chapter 4: Emotional Intelligence: It’s All about Managing Your Emotions (5/5)
        1. IQ? EQ? OR BOTH?
        2. EI AT THE WORKPLACE
        3. NOTES
      6. Chapter 5: Strengthening Self-esteem: It’s the Reflection of Your Self-image (1/4)
      7. Chapter 5: Strengthening Self-esteem: It’s the Reflection of Your Self-image (2/4)
      8. Chapter 5: Strengthening Self-esteem: It’s the Reflection of Your Self-image (3/4)
      9. Chapter 5: Strengthening Self-esteem: It’s the Reflection of Your Self-image (4/4)
        1. WHAT IS SELF-ESTEEM?
        2. WHERE DOES SELF-ESTEEM COME FROM?
        3. HOW DOES SELF-ESTEEM IMPACT YOUR PERSONALITY AND PERFORMANCE?
        4. IS YOUR SELF-ESTEEM AN INDICATOR OF YOUR CONFIDENCE?
        5. WHY IS SELF-ESTEEM IMPORTANTAT WORKPLACE?
        6. HOW CAN YOU BUILD SELF-ESTEEM?
        7. NOTES
      10. Chapter 6: Building an Image: It’s How the World Perceives You (1/4)
      11. Chapter 6: Building an Image: It’s How the World Perceives You (2/4)
      12. Chapter 6: Building an Image: It’s How the World Perceives You (3/4)
      13. Chapter 6: Building an Image: It’s How the World Perceives You (4/4)
        1. WHAT IS SELF-IMAGE?
        2. HOW IS SELF-IMAGE FORMED?
        3. WHAT IS PUBLIC IMAGE?
        4. WHAT IS PERSONAL BRANDING?
        5. WHY IS SELF-IMAGE IMPORTANT FOR PUBLIC IMAGE AND PERSONAL BRANDING?
        6. NOTES
      14. Chapter 7: Managing Stress: Your Mantra to See Eye to Eye with the World (1/5)
      15. Chapter 7: Managing Stress: Your Mantra to See Eye to Eye with the World (2/5)
      16. Chapter 7: Managing Stress: Your Mantra to See Eye to Eye with the World (3/5)
      17. Chapter 7: Managing Stress: Your Mantra to See Eye to Eye with the World (4/5)
      18. Chapter 7: Managing Stress: Your Mantra to See Eye to Eye with the World (5/5)
        1. WHAT IS STRESS?
        2. WHAT CAUSES STRESS?
        3. WHAT IS THE MIND–BODY RESPONSE TO STRESS?
        4. WHAT ARE THE SOURCES OF STRESS?
        5. STRESS IN BPO PROFESSIONALS: HOW TO DEAL WITH IT
        6. HOW TO DEAL WITH STRESS
        7. NOTES
      19. Chapter 8: Managing Time: The Key to Having Time is Choosing How to Use It (1/4)
      20. Chapter 8: Managing Time: The Key to Having Time is Choosing How to Use It (2/4)
      21. Chapter 8: Managing Time: The Key to Having Time is Choosing How to Use It (3/4)
      22. Chapter 8: Managing Time: The Key to Having Time is Choosing How to Use It (4/4)
        1. WHAT IS TIME MANAGEMENT AND WHY SHOULD YOU CARE ABOUT IT?
        2. DOES TIME MANAGEMENT AFFECT YOUR OVERALL SOFT SKILLS?
        3. WHAT ARE SOME DECISIVE FACTORS OF TIME MANAGEMENT?
        4. WHY IS TIME MANAGEMENT NOT AS SIMPLE AS IT SOUNDS?
        5. TIME MANAGEMENT AT WORKPLACE
        6. NOTES
    9. Part III: Soft Skills for People-Management
      1. Chapter 9: Social Intelligence: It’s Time to Brush up Your Inter-Personal Relationship Skills (1/4)
      2. Chapter 9: Social Intelligence: It’s Time to Brush up Your Inter-Personal Relationship Skills (2/4)
      3. Chapter 9: Social Intelligence: It’s Time to Brush up Your Inter-Personal Relationship Skills (3/4)
      4. Chapter 9: Social Intelligence: It’s Time to Brush up Your Inter-Personal Relationship Skills (4/4)
        1. SO WHAT IS SOCIAL INTELLIGENCE OR SI?
        2. WHAT IS THE DIFFERENCE BETWEEN SI AND EI? ARE THEY BOTH THE SAME?
        3. DO AQ, IPQ AND MQ PLAY ANY ROLE IN SHAPING YOUR SI AS THEY DO IN THE CASE OF EI?
        4. HOW DO AQ, IPQ AND MQ IMPACT YOUR SI?
        5. HOW DOES SI WORK?
        6. BALANCING EI AND SI IN A ‘NOT-SO-WARM’ SITUATION: A CASE STUDY
        7. NOTES
      5. Chapter 10: Street Smartness, Rapport Building and Difficulty-Handling Ability: Your Passport to Success at the Workplace (1/5)
      6. Chapter 10: Street Smartness, Rapport Building and Difficulty-Handling Ability: Your Passport to Success at the Workplace (2/5)
      7. Chapter 10: Street Smartness, Rapport Building and Difficulty-Handling Ability: Your Passport to Success at the Workplace (3/5)
      8. Chapter 10: Street Smartness, Rapport Building and Difficulty-Handling Ability: Your Passport to Success at the Workplace (4/5)
      9. Chapter 10: Street Smartness, Rapport Building and Difficulty-Handling Ability: Your Passport to Success at the Workplace (5/5)
        1. STREET SMARTNESS: WHAT KIND OF ‘SMARTNESS’ IS THIS?
        2. HOW CAN STREET SMARTNESS BE DEVELOPED?
        3. RAPPORT BUILDING—WHY IS IT IMPORTANT?
        4. DIFFICULTY HANDLING—HOW TO MASTER IT?
        5. NOTES
    10. Part IV: Soft Skills for Change-Management
      1. Chapter 11: Communication Skills: Striking a Balance Between Verbal and Non-Verbal Communication (1/5)
      2. Chapter 11: Communication Skills: Striking a Balance Between Verbal and Non-Verbal Communication (2/5)
      3. Chapter 11: Communication Skills: Striking a Balance Between Verbal and Non-Verbal Communication (3/5)
      4. Chapter 11: Communication Skills: Striking a Balance Between Verbal and Non-Verbal Communication (4/5)
      5. Chapter 11: Communication Skills: Striking a Balance Between Verbal and Non-Verbal Communication (5/5)
        1. COMMUNICATION SKILL: WHY DOES IT MATTER?
        2. DIMENSIONS OF COMMUNICATION
        3. JOHARI WINDOW: WHAT IS IT?
        4. NOTES
      6. Chapter 12: Corporate Etiquette and Cross-Cultural Communication: Minding Your Global Ps & Qs (1/5)
      7. Chapter 12: Corporate Etiquette and Cross-Cultural Communication: Minding Your Global Ps & Qs (2/5)
      8. Chapter 12: Corporate Etiquette and Cross-Cultural Communication: Minding Your Global Ps & Qs (3/5)
      9. Chapter 12: Corporate Etiquette and Cross-Cultural Communication: Minding Your Global Ps & Qs (4/5)
      10. Chapter 12: Corporate Etiquette and Cross-Cultural Communication: Minding Your Global Ps & Qs (5/5)
        1. WHAT IS MEANT BY CULTURAL DIVERSITY?
        2. WHAT IS CROSS-CULTURAL INTELLIGENCE OR CCI?
        3. NOTES

Product information

  • Title: Soft Skills for the BPO Sector
  • Author(s): Shalini Verma
  • Release date: June 2009
  • Publisher(s): Pearson India
  • ISBN: 9788131722206