CHAPTER III Enhancing Employability Skills

Learning Objectives
➢ Examine the nature of employability skills
➢ Identify the different types of skills
➢ Enhance workplace communication
➢ Construct an effective resume and cover letter
➢ Develop effective presentation skill

What are Employability Skills?

Employability refers to your ability to gain initial employment, maintain employment, and
obtain new employment if required.

In simple terms, employability is about being capable of getting and keeping fulfilling work.
“Employability is having a set of skills, knowledge, understanding, and personal
attributes that make a person more likely to choose and secure occupations in which they can
be satisfied and successful.

Your employability depends on:

• Your Knowledge (what you know)
• Your Skills (what you do with what you know)
• Your Attitudes (how you approach things)

The way you use your knowledge and skills and present them to employers, and the context
(e.g. personal circumstances and work sector within which you seek work.

Employability skills are general skills that apply to all industries, businesses, and job levels.
Important things to know about employability for your career

Career ownership - only you are responsible for your career development and management
(no one else can do it for you)
Continuous (life-long) learning and development of skills are expected by employers and
clients
Security lies in employability (that is, your ability to obtain and maintain employment) rather
than in employment (that is, a specific job)

Employers want graduates with relevant subject skills, knowledge, and understanding, but in
addition to this, they are looking for well-rounded individuals who have a set of personal and
general life skills that equip them to adapt well, learn new and specific skills of the job and
participate and contribute in a valuable way in their organization.
You are constantly developing useful and marketable skills through managing college
work, assignments, and projects, part-time jobs, involvement in sports, interests, and
extracurricular activities.
Employment skills fall into three categories;
1. Transferable skills
2. Hard skills
3. Soft skills

WORK EXPERIENCE AND HARD SKILLS STATED ON YOUR RESUME WILL HELP
YOU GET AN INTERVIEW. YOUR SOFT SKILLS EARN YOU THE JOB.

Transferable Skills
Transferable skills are skills and abilities that are relevant and helpful across different areas of
life: socially, professionally, and at school. It also refers to skills learned from life experience or
in past employment that you may apply to other jobs
• Industry Expertise
• Communication Skills
• Analytical Skills
• Project Management
• Leadership Skills
• Teamwork and Collaboration
• Creativity and Critical Thinking
• Adaptability
Hard Skills
Hard skills are teachable abilities or skill sets that are easy to quantify. Typically, you'll learn
hard skills in the classroom, through books or other training materials, or on the job. These hard
skills are often listed in your cover letter and on your resume and are easy for an employer or
recruiter to recognize.
Hard skills are relevant to a specific job. For example, an accountant’s job-related skills might
include financial planning, budgeting, and financial reporting
Other examples could be; First Aid and
CPR certification, knowledge of
computer software programs,
implementing new machine tool
designs, operating kitchen equipment
such as deep fryers and grills
Soft Skills
Soft skills are subjective skills that are
much harder to quantify. Also known as
"people skills" or "interpersonal skills,"
soft skills relate to the way you relate to
and interact with other people. It refers
to adaptive skills and things that you do
that do not require formalized training
Includes personality traits and characteristics that determine your work style.
Industry-specific skills
To advance in your career you may need to develop, sharpen or update some of your industry-
specific skills.
Tourism and Hospitality

Active listening  The ability to give full attention to what others

are saying, understand the points being made
and ask questions when appropriate.
Customer service  Knowledge of principles and processes for
providing customer and personal services.
Speaking  The ability to talk to others and convey
information effectively.
Persuasion  The ability to persuade others to change their
minds or behavior.
Judgment and decision making  The ability to consider the costs and benefits
of potential actions and choose the most
appropriate one
Foreign language  Knowledge of the structure and content of a
foreign language.
Sales and marketing  Knowledge of principles and methods for
showing, promoting, and selling products or
services.

Essential Soft Skills for Careers in Hospitality and Tourism

A career in hospitality is both vast and demanding. Those working within it have to be constantly
adapting to change, placing the needs of the customer at the forefront of every decision.
1. High Level of Customer Service
A career in hospitality means working in a customer-facing environment. To succeed in this
industry, it is up to you to ensure that your guests are constantly entertained and having a good
time, without a care in the world. Good customer service ensures that your customer's needs
are always met, putting their happiness at the forefront. If your service isn’t up to scratch,
negative feedback can spread quickly. So remember, in hospitality, the customer is always right!
2. Good Communication Skills
Working in hospitality can be both physically and mentally demanding. It requires a lot of
communication between customers, staff, and management, and without it, the whole ship can
sink. Because it is such a fast-paced environment, everything needs to be running to schedule
at all moments of the timeline. To ensure this, effective oral and written communication must be
executed in all facets of the operations. To succeed in this industry, your ability to effectively
communicate will be relied on time and time again.
3. Formal Training
Because the hospitality industry relies a lot on government regulations and laws, having the
correct formal training and qualifications is essential when attempting to progress within it. Strict
regulations govern each venue, so their employees must reflect this high standard.

4. High Levels of Cultural Awareness

If you plan on progressing in hospitality, you are going to encounter a lot of different people from
a lot of different places. To succeed, you must be sensitive and understanding of different
cultures, religions, races, nationalities – and everything in between. Having an open mind can
help you to embrace the people around you and help your customers feel more comfortable and
at ease. This will in turn help to elevate their customer satisfaction and make them more likely to
spread the word about what an amazing hospitality worker you are.
5. Have the Ability to Multitask
Almost every job you have in hospitality will require some degree of multitasking. Within a
typical day, you may handle hundreds of customers at a time, juggling several tasks while still
trying to remain personable and organized. You will wear many hats, handling multiple
responsibilities simultaneously. To succeed, your skills must be up to scratch, keeping time
management at the forefront of your mind. Your employer will want to know that you can handle
the fast-paced nature of the industry, while still retaining a high level of satisfaction amongst
your customers.
6. Work Well in a Team
Like many jobs, having a career in hospitality will often mean working within a team. To succeed
in this industry, not only must you be able to function in a team, but you should also prosper and
remain productive in a group environment. Employers value those that speak up and make
significant contributions to discussions, as well as those that work to contribute to the
organization’s overall success. You should be able to take instructions from others to completely
satisfy the customer. Your other team members should feel supported by you, as you work
together to achieve one common goal.
7. Be Flexible
Those employed in hospitality jobs often work longer and more unconventional hours than your
traditional desk job. The 9—5 routine is ditched for a more flexible working arrangement. You
must be constantly ready to work if unexpected situations arise, being able to adapt wherever
you are required. Being a versatile worker will make you invaluable to employers, as they will
see that you can easily transition into a variety of roles.
Developing Communications Skill
Effective communication is defined as communication between two or more persons in which
the intended message is −

• Properly encoded
• Delivered through an appropriate channel
• Received
• Properly decoded and understood by the recipient(s)
Communication is a two-way process
Communication is not the same as broadcasting, or simply sending out information.
It is a two-way process. In other words, it involves both the sending and receiving of information.
It, therefore, requires both speaking and listening, but also—and perhaps more crucially—
developing a shared understanding of the information being transmitted and received.
If you are the ‘sender’ of information, this means communicating it clearly to start with (whether
in writing or face-to-face), then asking questions to check your listeners’ understanding. You
must also then listen to their replies, and if necessary, clarify further.
If you are the recipient, it means listening carefully to the information, then checking that you
have understood by reflecting, or asking questions to ensure that you both have the same
understanding of the situation.
It is, therefore an active process. There is nothing passive about communication, in either
direction
Verbal Communication
Verbal communication is any communication that uses words to share information with others.
These words may be both spoken and written.
Verbal communication, therefore, requires both a speaker (and writer) to transmit the message,
and a listener (or reader) to make sense of the message.
Clarity of speech, remaining calm and focused, being polite, and following some basic rules of
etiquette will all aid the process of verbal communication.
Verbal communication entails the use of words in delivering the intended message. The two
major forms of verbal communication include:
1. Written communication
Written communication includes traditional pen and paper letters and documents, typed
electronic documents, e-mails, text chats, SMS and anything else conveyed through written
symbols such as language. This type of communication is indispensable for formal business
communications and issuing legal instructions.
 2. Oral Communication
The other form of verbal communication is the spoken word, either face-to-face or through
phone, voice chat, video conferencing, or any other medium. Various forms of informal
communication such as the grapevine or informal rumor mill, and formal communications such
as lectures and conferences are forms of oral communication. Oral communication finds use in
discussions and causal and informal conversations. The effectiveness of conversations
depends on the clarity of speech, voice modulation, pitch, volume, speed, and even non-verbal
communications such as body language and visual cues.
Basic Verbal Communication Skills: Effective Speaking and Listening
Effective speaking involves three main areas: the words you choose, how you say them, and
how you reinforce them with other non-verbal communication.
All these affect the transmission of your message, and how it is received and understood by
your audience.
It is worth considering your choice of words carefully. You will probably need to use different
words in different situations, even when discussing the same subject. For example, what you
say to a close colleague will be very different from how you present a subject at a major
conference.
How you speak includes your tone of voice and pace. Like non-verbal communication more
generally, these send important messages to your audience, for example, about your level of
interest and commitment, or whether you are nervous about their reaction.
Effective listening is vital for good verbal communication. There are several ways that you can
ensure that you listen more effectively. These include:

• Be prepared to listen. Concentrate on the speaker, and not on how you are going to
reply.
• Keep an open mind and avoid making judgments about the speaker.
• Concentrate on the main direction of the speaker’s message. Try to understand broadly
what they are trying to say overall, as well as the detail of the words that they are using.
• Avoid distractions if at all possible. For example, if there is a lot of background noise,
you might suggest that you go somewhere else to talk.
• Be objective.
• Do not be trying to think of your next question while the other person is giving
information.
• Do not dwell on one or two points at the expense of others. Try to use the overall picture
and all the information that you have.
• Do not stereotype the speaker. Try not to let prejudices associated with, for example,
gender, ethnicity, accent, social class, appearance, or dress interfere with what is being
said
Communication Skills for Workplace Success
The ability to communicate effectively with superiors, colleagues, and staff is essential, no
matter what industry you work in. Workers in the digital age must know how to effectively
convey and receive messages in person as well as via phone, email, and social media.

1. Listening
Being a good listener is one of the best ways to be a good communicator. No one likes
communicating with someone who cares only about putting in her two cents and does not take
the time to listen to the other person. If you're not a good listener, it's going to be hard to
comprehend what you're being asked to do.

Take the time to practice active listening. Active listening involves paying close attention to what
the other person is saying, asking clarifying questions, and rephrasing what the person says to
ensure understanding ("So, what you're saying is…"). Through active listening, you can better
understand what the other person is trying to say, and can respond appropriately.

2. Nonverbal Communication
Your body language, eye contact, hand gestures, and tone of voice all color the message you
are trying to convey.
A relaxed, open stance (arms open, legs relaxed), and a friendly tone will make you appear
approachable and will encourage others to speak openly with you.
Eye contact is also important; you want to look the person in the eye to demonstrate that you
are focused on them and the conversation. (However, be sure not to stare at the person, which
can make him or her uncomfortable.)
Also, pay attention to other people's nonverbal signals while you are talking. Often, nonverbal
cues convey how a person is feeling. For example, if the person is not looking you in the eye, he
or she might be uncomfortable or hiding the truth.
3. Clarity and Concision
Good verbal communication means saying just enough—don’t talk too much or too little. Try to
convey your message in as few words as possible. Say what you want clearly and directly,
whether you're speaking to someone in person, on the phone, or via email. If you ramble on,
your listener will either tune you out or will be unsure of exactly what you want.
Think about what you want to say before you say it. This will help you to avoid talking
excessively or confusing your audience.
4. Friendliness
Through a friendly tone, a personal question, or simply a smile, you will encourage your co-
workers to engage in open and honest communication with you. It's important to be polite in all
your workplace communications.
This is important in both face-to-face and written communication. When you can, personalize
your emails to co-workers and/or employees – a quick "I hope you all had a good weekend" at
the start of an email can personalize a message and make the recipient feel more appreciated.
 5. Confidence
It is important to be confident in your interactions with others. Confidence shows your co-
workers that you believe in what you’re saying and will follow through.
Exuding confidence can be as simple as making eye contact or using a firm but friendly tone.
Avoid making statements sound like questions. Of course, be careful not to sound arrogant or
aggressive. Be sure you are always listening to and empathizing with the other person.
6. Empathy
Using phrases as simple as "I understand where you are coming from" demonstrates that you
have been listening to the other person and respecting their opinions. Active listening can help
you tune in to what your conversational partner is thinking and feeling, which will, in turn, make
it easier to display empathy.
Even when you disagree with an employer, co-worker, or employee, you need to understand
and respect their point of view.
7. Open-Mindedness
A good communicator should enter into any conversation with a flexible, open mind. Be open to
listening to and understanding the other person's point of view, rather than simply getting your
message across.
By being willing to enter into a dialogue, even with people with whom you disagree, you will be
able to have more honest, productive conversations.
8. Respect
People will be more open to communicating with you if you convey respect for them and their
ideas. Simple actions like using a person's name, making eye contact, and actively listening
when a person speaks will make the person feel appreciated. On the phone, avoid distractions
and stay focused on the conversation.
Convey respect through email by taking the time to edit your message. If you send a sloppily
written, confusing email, the recipient will think that you do not respect her enough to think
through your communication with her.
9. Feedback
Being able to give and receive feedback appropriately is an important communication skill.
Managers and supervisors should continuously look for ways to provide employees with
constructive feedback, be it through email, phone calls, or weekly status updates.
Giving feedback involves giving praise as well – something as simple as saying "good job" or
"thanks for taking care of that" to an employee can greatly increase motivation.
Similarly, you should be able to accept and even encourage feedback from others. Listen to the
feedback you are given, ask clarifying questions if you are unsure of the issue, and make efforts
to implement the feedback.
 10. Picking the Right Medium
An important communication skill is to know what form of communication to use. For example,
some serious conversations (layoffs, resignation, changes in salary, etc.) are almost always
best done in person.
You should also think about the person with whom you wish to speak. If they are a very busy
person (such as your boss, perhaps), you might want to convey your message through email.
People will appreciate your thoughtful means of communication and will be more likely to
respond positively to you.