Description

Soft Skills for Managers

December 2025 Examination

 

 

Q1.   XYZ Healthcare, a leading hospital chain, recently introduced a new patient management system. While the technology promises faster operations, several issues have emerged:

• Nurses report they are not receiving complete patient updates from doctors.
• Doctors claim that administrative staff fail to communicate appointment changes on time.
• Patients complain about repetitive questions due to lack of coordination among departments.

As a consultant, analyze the barriers to effective communication in this scenario and recommend measures to improve coordination. (10 Marks)

Ans 1.

Introduction

Communication is very important in today’s fast-paced healthcare system to make sure that doctors, nurses, administrative staff, and patients all work together smoothly. XYZ Healthcare, a leading hospital chain, introduced a new patient management system to streamline operations and improve efficiency. While the technology was expected to reduce delays and errors, several problems emerged due to communication gaps. Nurses reported incomplete updates from doctors, doctors felt administrative staff failed to pass on timely information, and patients expressed frustration over repetitive questioning. These challenges highlight that technology alone cannot guarantee effective coordination unless supported by strong communication practices. Understanding the barriers to communication and addressing them systematically is

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Q2. Ankita, an HR manager at a reputed IT company, notices frequent conflicts between employees in the project development team. During feedback sessions, team members complain that their suggestions are often ignored and misinterpreted by their peers and superiors. One developer, Sameer, shared that in meetings, senior managers hardly allow him to complete his points before moving to other topics. Due to this, Sameer and others feel undervalued and demotivated, which has started affecting project timelines.

Question:

As  an  organizational  consultant,  analyze  how  active  listening  skills  can  help  Ankita resolve  these  conflicts  and  improve  employee  engagement. Suggest  measures  to strengthen active listening practices within the organization. (10 Marks)

Ans 2.

Introduction

Workplace conflicts are common in organizations, especially in high-pressure environments like IT companies where teamwork and deadlines are crucial. At Ankita’s organization, conflicts have grown within the project development team due to poor listening habits. Employees feel that their ideas are either ignored or misinterpreted, and junior members like Sameer experience frustration when seniors cut them off during meetings. Such issues not only damage morale but also delay projects, creating further tension. The root of this problem lies in the absence of active listening. Active listening goes beyond hearing words; it involves understanding the speaker’s perspective, acknowledging their input, and responding thoughtfully. By adopting active listening practices, Ankita can rebuild trust, reduce conflicts,

 

 

Q3(a) Rahul, a sales executive, often feels frustrated when clients reject his proposals. Earlier, he reacted aggressively, damaging relationships. After attending a leadership development program, Rahul became more self-aware and realized his impatience was affecting his performance. He started reflecting before responding, asking for feedback, and adjusting his sales strategy. Within a quarter, his client conversions improved significantly.

Question:

Using the concept of Self-Awareness, analyse Rahul’s behavioural transformation and its impact on his performance.    (5 Marks)

Ans 3a.

Introduction

Self-awareness is an important leadership quality that allows individuals to recognize their emotions, strengths, and weaknesses, and adjust their behavior accordingly. Rahul, a sales executive, initially struggled with impatience and aggressive reactions when his proposals were rejected by clients. This not only harmed client relationships but also lowered his sales performance. After attending a leadership program, Rahul became more self-aware, reflected on his actions, and adapted his approach. His transformation demonstrates how self-awareness

 

 

Q3(b) AlphaTech, a fast-growing startup, recently formed multiple cross-functional teams to develop a new AI-powered product.  Despite having skilled members, most teams failed to meet project deadlines.   Feedback revealed issues like lack of trust, unclear roles, ineffective communication, and conflicting goals.

As an HR consultant, analyse why these teams failed and recommend strategies to improve team performance.    (5 Marks)

Ans 3b.

Introduction

Cross-functional teams are designed to combine diverse skills and perspectives for innovation and problem-solving. At AlphaTech, a fast-growing startup, multiple teams were formed to develop an AI-powered product. Despite the talent within these teams, they consistently missed project deadlines. Feedback revealed deeper issues such as lack of trust, unclear roles, poor communication, and conflicting goals. This situation highlights that technical expertise alone cannot ensure success. Effective teamwork requires strong coordination, clarity, and