Impact of Soft Skills Training on Manager's Performance in Retail Organization

This analysis examines the impact of soft skills training on the performance of managers within a retail organization. It explores the benefits of training, the factors influencing training, and the relationship between performance and training. Recommendations are provided for motivating staff to develop technical skills.

An Analysis on the impact of soft skills training on the
manager’s performance within Retail Organisation.

Abstract
The present investigation is clearly based on impact of soft skills training on the
manager’s performance within Retail Organization. Training has been acknowledged as the
common method that is adopted by businesses belonging to any sector for enhancing skills as
well as knowledge of workforce in effective manner. It has been analysed that the preliminary
aid of conducting training sessions for employees is to prepare them about the forth coming task
which is required to be performed by them in the near future. Training is acknowledged as the
common method that is adopted by businesses belonging to any sector for enhancing skills as
well as knowledge of workforce in effective manner. It has been analysed that the preliminary
aid of conducting training sessions for employees is to prepare them about the forth coming task
which is required to be performed by them in the near future. For performing research on this, 20
managers had been chosen as the sample size that will further provide detailed information
through the medium of interview method. It has been later analysed that training of managers or
employees are absolutely important in this changing environment or atmosphere. This has been
determined as an effective and valuable activity of human resource department which supports in
enhancing the competency of manager. Training provides a lot of advantages to the managers
such as betterment in effectiveness and efficiency, creation of self-conference and supports
everyone in their self-management.

ACKNOWLEDGEMENT
At first I would like to provide big thanks to god for giving me opportunity to perform
this research with best possible efforts so that it could get accomplished in the quicker manner.
Along with this, I also want to thanks to my respectful mentors who have supported me a lot
while conducting dissertation and also reviewed my overall pattern of performing the work and
also provided me suggestion wherever I required them a lot. Apart from this, I would also like to
thanks my guides from the retail sector that is superiors and management team who have
collaboratively supported a lot in obtaining authenticate information on the selected topic. Lastly,
huge thanks are provided to my lovely family and close friends who have always trusted me and
provided to required level of support throughout the project completion process.

Contents
Abstract............................................................................................................................................2
ACKNOWLEDGEMENT...............................................................................................................3
CHAPTER 1: INTRODUCTION....................................................................................................7
1.1 Research background........................................................................................................7
1.2 Research aim, objectives and questions...........................................................................8
1.3 Contribution of study........................................................................................................9
1.4 Research structure............................................................................................................9
CHAPTER 2: LITERATURE REVIEW.......................................................................................12
2.1 Introduction:-..................................................................................................................12
2.2 Conclusion of Literature review.....................................................................................23
CHAPTER 3: RESEARCH METHODOLOGY...........................................................................25
3.1 Introduction....................................................................................................................25
3.2 Research Philosophy......................................................................................................26
3.3 Research design..............................................................................................................26
3.4 Research Approach.........................................................................................................27
3.5 Research Method/Strategy and Justification..................................................................28
3.6 Data Collection method..................................................................................................29
3.7 Data Analysis Methods...................................................................................................30
3.8 Research choices............................................................................................................31
3.9 Time Horizons................................................................................................................31
3.10 Ethical considerations...................................................................................................32
3.11 Conclusion....................................................................................................................33
Chapter 4: Results and Analysis....................................................................................................34
4.1 Introduction....................................................................................................................34
4.2 Analysis..........................................................................................................................34
4.3 Results............................................................................................................................39
4.4 Conclusion......................................................................................................................40
CHAPTER 5: Discussion & Analysis............................................................................................40
5.1 Introduction....................................................................................................................40

CHAPTER 6: RECOMMENDATIONS & CONCLUSION.........................................................44
6.1 Introduction....................................................................................................................44
6.2 Summary of Research.....................................................................................................44
6.3 Expected benefits versus observed benefits...................................................................45
6.4 Expected barriers versus observed barriers....................................................................46
6.6 Recommendations..........................................................................................................46
REFERENCES..............................................................................................................................48
Appendix........................................................................................................................................53
REFLECTION......................................................................................................................53
Professional Statement.........................................................................................................55
Gantt chart............................................................................................................................56

CHAPTER 1: INTRODUCTION
1.1 Research background
Training is determined as the effective way by which employees as well as staff at
workplace can develop their desired skills as well as knowledge in effective form. This
development at regular basis provides opportunities to employees to improvise their performance
at workplace in such a manner that contributes in the attainment of organisational goals as well
as objectives in quicker manner (Seidle, Fernandez and Perry, 2016). Along with this, constant
based training session directly provides support to employees which motivates them. Also, this
influences employees commitment towards the work as they are feeling attached to the company.
Strong motivation level influences employees to take self-initiative in organisational work which
also enhances chances of creation of innovation at workplace. It has been later seen that training
and development is not only valuable for employees but at the same time training is highly
important for managerial level (Memon, Salleh and Baharom, 2016). With reference to the post
of managers it has been determined that like e employee managers also needs training as with the
changing time their roles and responsibilities with the company are also modifying. In order to
deal with the same and develop their own skills as well as knowledge, managers are required to
attend training programs where they can obtain adequate amount of guidance and develop their
required skills in appropriate form. In addition to this, these training are not only related with the
work or any new up gradation on the technology based work. But, at the same time these training
sessions aware manager about soft speaking and other technique by which they can easily
manage workforce at workplace and influence to them work effectively without creating any
kind of disturbance. Overall, training given to managers are beneficial for the whole company
and also support firm in attaining its predetermined goals and objectives in effective manner.
The present report is based on TESCO, a large scale multinational retail company
belonging to UK. The respective company was propounded by Jack Cohen in the year 1919 and
has its supermarket stores in 7 countries of Asia and Europe. Apart from this, this company also
has its operations in Ireland, Hungary, UK and Thailand. Its major market share has been
witnessed in UK that is around 28.4%. With the passing time, product portfolio of this company
has been diversified into range of sections such as books, software, financial service, toys,
electronics, clothing, furniture, petrol, internet services, software etc. TESCO has approx. 6800

shops worldwide which is being operated by approx. 450000 number of employees. The Overall
performance of the company is good and remarkable as its top management team is managing
work in rightful manner. Apart from this there are several other companies like Marks and
Spencer, ASDA, Aldi, Waitrose & Partners, John Lewis Partnership, Next etc. belonging to the
same sector which are having good positioning at marketplace and holds noticeable market share
too. It has also been seen that products and services offered by these companies belongs to the
same range which still might vary in terms of quality and prices. But, still it has been analysed
that top management team of these companies have noticed that they are not able to implement
their business activities effectively. The main reason behind this is their regular based interaction
with the huge workforce. The managerial level staff also finds it difficult to handle workforce as
they do not know how to manage the employees with the usage of soft skills (Koohang,
Paliszkiewicz and Goluchowski, 2017). In order to improvise this problem in appropriate
manner, the respective investigator has planned to conduct research on analysing the effects of
training and development on the performance of the managers. For this, they have formulated an
effective research team who knows to conduct research in lucrative form and find out proposed
outcome on the stated topic. In this regard, chosen researcher has developed research aim,
objectives and questions which would be followed by them as well as their team member for
conducting this research in effective manner.
1.2 Research aim, objectives and questions
Research aim simply provides preliminary goal to investigator which is required to be
attained by them by the end of study. In context of this study, the prime motive of this
investigation is to find out effects of training and development on the manger's performance
belonging to retail sector (Brewster and Söderström, 2017). Also, it includes range of sub
objectives which makes work of investigator easier as they can easily bifurcate their work
according to the objectives and attain proposed aim in quicker manner. Research aim, objectives
and questions are stated as below:
Research Aim
The proposed research aim for the current dissertation is to analyse the effect of soft
skills training on manager’s performance.
Research Objectives
 To understand how soft skills training improve on manager’s performance.

 To identify the factors, influence soft skills training.
 To explore the relationship between manager’s performance and training.
 To suggest recommendation on soft skills training to motivate staff for development of
technical skills.
Research Questions
 What is soft skill and how its training improves on manager’s performance?
 Explore several factors which influence soft skills training?
 What is the relationship between manager’s performance and training?
 What are the main suggestions related to soft skills training which motivate staff in order
to develop?
1.3 Contribution of study
The present investigation will provide support to the overall retail sector and companies
belonging to this industry as it will guide them about importance of training for the managers and
its implementation will provide support to the company. By conducting this research,
investigator will be able to able to develop communication, research skill, analytical skill, team
working, coordination and collaboration skill and many others. Development of these skills will
help researcher in conducting future research in appropriate form. Also, the present study would
be beneficial for the individuals, researchers or students who are planning to conduct similar
kind of research in the near future.
1.4 Research structure
This section provides detailed knowledge on the overall research and its structure which
is being adopted by investigator for attempting it in lucrative format. It simply provides overview
about each and every chapter that is going to be conducted (Ibrahim, Boerhannoeddin. and
Kayode, 2017). In context of the present study conducted on the topic to analyse the effect of
soft skills training on manager’s performance, investigator will perform it in six different
chapters that is Introduction, Literature Review, Research Methodology, Results and analysis,
Discussion of results and Conclusion and Recommendations. Each and every chapter has been
explained below with brief description.
Chapter 1: Introduction
This is the first and foremost chapter which provides clear overview about the research
topic, aim, objectives, questions, reasons behind conducting this research, background of

research and company and overall contribution of the study for students, company and academic
researchers. This section also present that what actual investigator is aiming obtain by
conducting this research.
Chapter 2: Literature review
This is second chapter of dissertation which detailed knowledge on the proposed topic
with the point of view from different authors, publishers and other researchers. In this chapter
investigator will make use of different books, Journals, Online articles, newspapers and other
published data which contains information on soft skills and its role for managers in executing
their business activities in appropriate manner. Here, separate information will be obtain on all
objectives by making use of different sources. This section provides major contribution in the
grabbing maximum information in lesser time frame.
Chapter 3: Research Methodology
Research methodology is third section which is initiated after completion of literature
review section. This section mainly includes different tools and techniques that will used by
investigator for gathering desired information on the same and valid research outcome on
proposed topic. It basically includes detailed information on range of methods along with the
explanation of the chosen one towards the same. Research methodological section provides
guidance to the researcher as well as whole team about actual method that is required to be
followed by them.
Chapter 4: Results and Analysis
In this section, all of the gathered information is analysed by investigator in such a
manner so that it can be determined that they are able to meet aim as well as bifurcated
objectives or not. It also supports investigator in drawing valid outcome on the basis of the
gathered information. This is effectively performed by analysing overall authenticity of
developed research information in adequate manner.
Chapter 5: Discussion of results
This is the fifth as well as important chapter of every research which includes detailed
discussion on the overall drawn information in the above Literature Review section and results
and analysis . In this, main focus of the researcher is made discussion overall results and
analysis. This chapter helps investigator in developing their knowledge on actually what they
understood with this research.

Chapter 6: Conclusion and Recommendations
This is the last chapter of every dissertation which provides actual conclusion to the
investigator on the research topic. It can be said that researcher draws conclusion from the
information drawn in the previous chapter. Along with this, it can be further said that this section
further provides recommendation to the considered company that supports them in developing
soft skills among their managers and improve their business performance which leads to the
success of company.

CHAPTER 2: LITERATURE REVIEW
2.1 Introduction:-
Literature review is determined as critical analysis of the published sources over the
specific topic that ultimately enhances the knowledge of readers over it in adequate manner. . In
this section information is presented from the point of view of different authors and writers. The
main motive of this section is to obtain information on the particular topic with different
perception so that valid outcome can be drawn on the same topic. In context of present
investigation researcher have made use of different books, journals, online articles and other
published material in order to draw valid outcome over the same (Cacciolatti, Lee and Molinero,
2017). Making use of these sources have provided detailed information to researcher on the
proposed topic that is soft skills as well as its influence over the performance of the manager. In
this section, investigator has bifurcated different sections, of overall topic that is objectives. All
of these objectives are effectively reviewed by the investigator by making use of different books
and journals. In addition to this, it can be further said that literature review section plays essential
role in the completion of overall research as it provides base information to the overall study.
With reference to the present investigation, researcher has divided overall research into sub
topics which are explained one after another with viewpoint of different authors. This also
provide support in developing effective knowledge on this topic that will contribute in drawing
valid outcome on the same.
Concept of soft skill and how its training improves on manager’s performance
As per the views expressed by the Ubfal and et. al., 2019, soft skills are determined as the
polite skills of individual which influences interest of client and others associated people towards
them. Along with this, it can be said that soft skills are also supportive for the individual in the
retaining its existing clients and also influences them to refer them as they are satisfied with their
offering in appropriate manner.
According to the Musembi and et. al., 2018, Soft skill introduces as a combination of an
individual skills that includes communication skill, social skill, attitudes, social intelligence,
career attributes, personality traits and emotional intelligence. This skills enable an individual to
navigate their own environment, perform well, work will with others and achieve better
outcomes easily. Additionally, it is a personal attributes that assist situational awareness as well

as improves an individual's capability to get a job done happily. There are several examples of
soft skills such as creativity, appropriate use of humour, confidence, friendliness, capability to
manage rime effectively, good manners, enthusiasm, good listening skill, attention to detail, self-
motivation, communication skill etc. These are considering main examples of soft skills that help
an individual in improvement of their job performance and productivity at workplace.
What are the character of soft skills: There are certain characters of soft skills such as
social graces, personal habits, language skills, time management, communication abilities,
teamwork and leadership traits (Connor and et. al., 2019). These are considering main character
of soft skills that have direct impact over performance on an individual.
With the help of these character business managers can easily handle their employees and
accomplish long term goals and objectives within a given time period.
Community intelligent soft skills: According to the Botke and et. al., 2018, These are an
effective type of soft skill that supports a business manager to work with each other and
accomplish better results within a lesser time period. There are certain community intelligent soft
skills including communication, self-motivation, leadership, responsibility, teamwork, problem
solving, flexibility, decisiveness capability to work under pressure, time management,
negotiation and conflict resolution etc. These are consider effective types of soft skills that turn
to support business manager to work with employees and accomplish long term goals and
objectives within a given time period. These skills will also assist an individual in its personal
and professional growth at workplace. With the help of community intelligent soft skills,
business manager can easily handle any type of difficult situation in easier and effective manner
(Yuniarsih and Prastiwi, 2019).
Emotional intelligence soft skill: There are some emotional intelligence of soft skills
such as social skills, empathy, self-regulation, self-awareness, motivation etc. Along with this
emotional intelligence are categorised into four soft skills which are relationship management,
self-management, social skill and self-awareness (Nusrat and Sultana, 2019). These are also
classified into different sub sections which are mentioned as below: Self-awareness: Self-actualisation, accurate staff assessment, emotional awareness. Social skills: Empathy and comparison, organisational awareness, understand the climate
or environment.

 Self-management: Optimism, Initiative, Adaptability, Transparency, impulse control,
responsiveness.
 Relationship management: Building bonds, communication, teamwork, collaboration,
inspiration, resolving conflict.
These are considering main and effective emotional intelligence that have direct impact on an
individual by increasing their satisfaction towards job (Felix, 2020).
Positive of soft skills: There are several positive impact of soft skills over growth and
performance of an individual. These are more effective communication, strong leadership,
improved problem solving, personal accountability, conflict resolution, interpersonal negotiation,
degree of collaboration, enhanced critical and creative thinking, better teamwork, efficiency, and
productivity etc. These are major positive impact of soft skills for a business manager and an
individual. As these will support a person to work towards achievement of better outcomes easily
(Tseng, Yi and Yeh, 2019).
Negative of soft skills: There are some negative effect of soft skills over performance
and success of an individual or manager. These are needs regular updates, expensive to develop
training, learners efforts are also required, sometimes talker lacks in communication skills, an
individual should have more current affairs as well as knowledge. These are consider main
negative effect of soft skills that turn to impact on manager's or individual's performance (Hayter
and Parker, 2019).
Job relative of soft skills: There are some effective and useful soft skills that will be
require by business manager at workplace. Some job relative soft skills including
communication, team management, collaboration, leadership and management skills etc. These
are considering main soft skills that support a business manager to work effectively and
accomplish better outcomes easily. This skills help manager to complete each activities and task
of business in effective and systematic manner. This type of skills will also support business
manager in improvement of its performance and personal growth at workplace (Weber, Lee and
Crawford, 2019).
Soft skills training improves on manager’s performance
On the basis of viewpoint expressed by Barnard, D., (2019), soft skills are determined as
the interpersonal skills and characteristics traits of individual which clearly specifies that how
effectively they can perform their work and interact with others at workplace effectively.

Inherent of this skill clearly states that it develops strong relationship with team mates, develops
trust and also contributes in leading teams in more appropriate form (Wesley, Jackson and Lee,
2017). Also helps businesses in attaining quicker success as they are having managers as well as
leaders with effective soft skills that helps them out in maintaining soothing relationships at
workplace in adequate manner.
According to the Hendarman and Cantner, 2018, , it can be said that managers are
determined as the essential part of every company as they are responsible for managing overall
team, delegating responsibilities to employees, resolving their queries, supporting them in
accomplishing their professional goals, motivation them time to time with different tactics etc.
All of these activities performed by managers helps businesses in attaining their predetermined
goals and objectives in rapid manner.
It can also be said that all the business activities performed by managers consist of
interaction with with employees and other parties (Sahoo and Mishra, 2019). This interaction is
required to be performed in rightful manner with soft skills thus everyone can effectively
develop positive relationships with one another. It is highly important for business organisations
to conduct some effective training and development sessions so that they can develops soft skills
among their managers which will further support them in executing their business work in
adequate manner and attain organisational goals and objectives in timely manner.
In contrast another author named as Reh. F.J (2019), has expressed that managers of
today's world cannot succeed with the adequate knowledge of technology but at the same time
they are required to focus on acquiring soft skills within themselves in order to implement their
business activity effectively and attain organisational goals and objectives in quicker manner.
This could be well understood with the help of the example, For instance: Top management team
of an organisation conducts range of training sessions for its managers belonging each and every
department.
As per the view presented by Zaman and et. al, 2019, these training sessions includes
adequate classes on different essential soft skills, its importance for managers, how its helps
managers in competing their business activities effectively etc. Some of main soft skills which
this training sessions includes are dependability, Candour, work ethic, communication skills,
teamwork and community, time management skills, goal setting, flexibility, mental agility etc. it
can be said that by providing adequate training to managers on this skill managers of the

company can easily improve their capability of performing work and attaining their
predetermined gaol and objectives in rapid manner (Massaro, Bardy. and Garlatti, 2016).
The respected author has further declared that training session makes working capability
of the manager more effective and helps them out in developing their own relations with the
employees in positive manner. It can be later on said that if managers relationship with the
employees is positive then it is easier for them convince workforce to accept different changes
which are implemented at workplace (Parlamis and Monnot, 2019). Along with this, managers
with strong soft skills can also influence its workforce to perform work according to the core
requirement of the company and attain its respected organisational goals as well as objectives in
rapid manner. This ultimately improves performance of managers which leads to the
accomplishment of success in rapid manner.
From the view point of Zuo and et. al., 2018, it can be later said that if business managers
gets training related to the development of soft skills they will attain range of benefits like
increased productivity, improved team work, improved retention rates, improved employee
satisfaction, improves leadership, attracts new clients and many others. In order to support this, it
can be further said that development of soft skills supports managers in increasing productivity
of their employees. This is so because soft communication skills allows business managers in
developing their string relationship with employees that ultimately supports them accomplishing
their assigned work. Along with this, it ultimately enhances productivity of employees as well as
company. Also, by getting positive working environment employee’s satisfaction level will also
raise that will directly influence individuals to sustain longer within the company.
In addition to this, it can be further said that manager’s soft skill also helps company in
getting more number of loyal customers (Bak, Jordan and Midgley, 2019). The main reason
behind this is that manager also engage their employees within the training sessions that they are
taking at workplace. This will ultimately improvise soft skills of employees which ultimately
helps employees in providing effective services to its customers. By getting effective services
customers feels attached to the company.
According to the Kapoutsis, Papalexandris and Thanos, 2019, this ultimately influences
customers to remain loyal with the same company. Apart from this, training to managers also
helps contributes in the reduction in employee’s turnover rate within the company. This is so
because, managers soft skills develops positive relationship between manager and employees.

This attachment enhances comfortableness of employees at workplace which force them to work
within the same company for longer period of time as they are able to manage whole work
without any trouble.
Several factors which influences soft skills training
From the viewpoint expressed by Matteson, Anderson and Boyden, (2016), soft skills
training is determined as the effective initiative taken by company to improvise performance of
its workforce as well as managers. The main reason behind is that it improvises working
environment of company and helps them out in serving its customers in better manner. It has
been further seen that there are several factors which places higher influence over the soft skill
training of managers at workplace. Influence of these factors is so high which directly hampers
performance of the managers or could place positive influence that contributes in the quick
attainment of organisational goals objectives. There is range of factors which influences soft
skills training at workplace. The main among them are job related factors, social support factors
and other factors related to organisational facilitation of learning. The main factors among them
are specified as below in detailed manner.
Job related factors: This factor includes range sub factors like good work life balance,
relationship with colleagues, strong relationships with superiors, financial position or capability
of company, job security etc. It can be further said that these entire factor places major influence
over the soft skills training at workplace. For instance, if the manager of company is not having
effective relations with its superiors then it won’t be possible for them to develop their skills as
well as knowledge with the same training session. This is so because, managers are not having
effective relationship with their superiors that directly develops uncomfortable behaviour among
managers with them. As a result, managers of the company are not able to come and discuss their
queries as well as question with trainer that is top management team. This becomes major barrier
for them in developing their soft skills at workplace (Kikon and Karlsson, 2020).
On the other hand Sharma, 2018, it is emphasised on the another perspective of the same
scenario that means managers shares positive relationship with the top management then it will
work as the positive factor towards the training and development session. In order to support this
statement, it can be said that effective and smooth relationship with top management team
develops positive learning environment at the time of training this means that they are getting
soothing learning environment at workplace where they can easily have training related

discussion with the superiors. Also, it is easier for managers to share their lack areas with
superiors and also take advises from them in order to overcome weak area and develop
understanding over the soft skills at workplace.
Social support factors: According to the Aseel, 2018, social support factors are basically
related to the various sources or could generate from different zones that is friends, family,
community lies, co-workers etc. This is somewhat related to psychological factors that might
place direct influence over the training of managers at workplace related to soft skills. The
overall influence of these factors on managers training associated with soft skills can be seen in
both the positive as well as negative like other factors.
This can be well understood with the help of the example, For instance: If manager of an
organisation is going through any of the family related issues then they won’t be able to focus on
their training session. This directly places negative influence over the growth of the same
manager (Singh and Jaykumar, 2019). The main reason behind this is that the respected manager
is not able to focus on actual things which there trainers are teaching them through training
sessions. Also, lack of concentration directly reduces learning capabilities of managers which
means that they are not able to perceive information in the same manner which directly hampers
their performance in the near future. On the other hand, it can be further said that if managers
have positive relations with their co-workers that is subordinates as well as business managers of
other department that will work as the positive factor them in their overall learning process. This
is so because, managers at company are getting soft skill training in the group only. This simply
means that when they are having positive relations with their co-workers then they are able to
learn in quicker manner as they can easily discuss their lack and strong areas with the co-workers
that helps them out in developing their core skill over the same and attain apply them in their
working practices in rightful manner.
Organisational facilitation of learning:
It is consider as an important factor that directly influence training activities of
employees at workplace. In this, organisational facilitation of learning refers to the building
consultancy skills within the organisational development. As it focus in providing better learning
programs to its employees. If company provide best training its workforce then they increase
their skills and knowledge about the specific goals and objectives. Along with this, manager of
company also strategically placed to influence changes within the business activities and training

programs. This is the reason that organisation needs to implement better learning programs for
employees in which they take initiate to develop their abilities at working area with the aim of
improving its overall performance level (Sharma, 2019).
Accordinbg to the DeLong and Elbeck, 2018, one of the main advantage of
organisational facilitation of learning is to increase job satisfaction as it also help in improving
employee well-being, greater productivity and at the same time also support in attaining all the
set organisational goals. In addition of this, organisational facilitation will also affect the soft
skill training as it accelerated learning, action learning that may assist in providing variety of soft
training programs. As it refers to the ability to effectively create dynamic learning environment
which includes highly interactive and at the same time also provide opportunities to workers that
directly support in making workers able to attain their targets.
Relationship between manager’s performance and training
According to the Carvalho and Rabechini Junior, 2015, Training is an effective act of
enhancing skills and knowledge of a business manager for performing a specific job role. There
are certain types of training that can be given to managers such as refresher training, training for
promotion, job training etc. These are considering main types of training that assist business
manager by improving its performance at workplace. The progress and stability of an enterprise
always relays on the training imparted to managers. Training within a workplace is mandatory
under all phase of diversification and expansion. Only training can enhance the quality as well as
decrease wastage to the minimum.
As per the view point of Escrig-Tena and et. al., 2018, there are different benefits of
training to business manager including Therefore, training is also more important to adapt as per
the condition of changing environment. Training has positive relationship with employees by
improving their performance and productivity level at workplace. Manager training is an
effective technique that use by manager to support Workers Bridge the gap or space between
their actual and desired level of performance. There are some points that explain relationship
between training and manager's performance. These are describing as below:
Enhanced job knowledge, abilities and skills: Managers are not able to perform in
proper manner if they lack the essential skills and knowledge needed to do a specific job role.
Training supports the managers in gaining the accurate set of abilities and skills to do better and
hence enhance their performance level (Siengthai and Pila-Ngarm, 2016). Training programmes

also support the managers to enhance their attitude or knowledge towards the activity, which is
also effective and important factor for improving manager's performance.
Manager satisfaction: Training of the manager enhances their skills, attitudes and
knowledge which turn to impact on their overall performance. Therefore, they are much more
confident or positive about their task which naturally enhances their self-esteem as well as
satisfaction. This new analyse satisfaction brings regarding a type of enterprise citizenship
behaviour in the managers. As they feel an important part of an organization which outputs in
their enhanced performance (Jyoti and Kour, 2015). This will also support manager to complete
each activities and task on an organisation in given time period. Along with satisfaction among
manager is one of the main part of business growth and success at marketplace. Along with this,
motivation support workers to fell positive towards their work and manage each activities of
business in effective manner.
Motivation: According to the Al Karim, 2019, training of manager at workplace is
essential and important for an organisation. As it will have direct and positive impact over
growth and development of an organisation. Training of managers supports them to complete
each and every task of business within given deadline. Motivated manager are main asset of the
company because they work towards accomplishment of long term objectives and goals of an
enterprise.
Improved performance: As per the view point of Rezk, Whited and Hanna, 2018,
training is important and significant for business manager of company. Accurate training about
the business process, services and products helps manager to work happily and attain better
results in lesser time duration. This will also support manager in improvement of its performance
level at workplace. Through this, the manager will be able to give their effective performance
towards the accomplishment of corporate tasks and activities.
Therefore, above mentioned all these are consider effective points that proof as training
have direct and positive impact over performance of manager. It turn to assist employees to also
encourage employees to work towards accomplishment of goals and objectives of company.
Trained manager plays an important role within an organisation by improving employee's
performance, productivity etc. As it turn to support business in improvement of its growth and
success at marketplace (Phillips and et. al., 2015).
Main suggestions on soft skills training to motivate staff for development of technical skills.

As per the opinion of Tachizawa, Gimenez and Sierra, 2015, there are major soft skills
training topic for staff members. These are communication, leadership, critical thinking,
listening, adaptability, time management, teamwork and punctuality. These are main topics and
area that are required to improve by staff members by attending training programs. There are
number of suggestions on soft skills training to motivate staff for development of technical skills.
These are explained as below:
Hire Smarter: According to the Sethunga and Perera, 2018, if an organisation is looking
for new employee, look for staff with a willingness or temperament to learn much more than just
technical skills. This is an effective and valuable way for an organisation to hire smarter and
provide training to improve technical skills of staff. As it support staff members in improvement
of its performance and productivity level.
Start with a training needs assessment: Company must provide soft skill training to their
staff members. It will support employees by improving their motivation level towards the job
role. For a soft skills needs assessment, company must start by asking staff members to set their
own objectives and goals (Shawer, 2017). Training according to the needs of employees turn to
support them in facilitating their effective growth and success at the workplace so that they can
accomplish the organisational goals and objectives within due course of time.
Find an Intuitive and Excellent Learning Management System: According to the
Timms and et. al, 2019, learning management software system is a robust and powerful
technique for tracking and delivering the e-learning activities of company. An organisation must
follow learning management system and provide soft skill training to the workers. With the help
of this business manager can easily motivate their all workers towards the job. Implementation
of learning management system at workplace will be beneficial for business to improve technical
skill of their workers. As it turn to support an organisation to achieve better outcomes within a
given time frame.
Use the Best Learning Platforms: According to the D’Alessio, Avolio and Charles,
2019, an organisation must use best learning program for increasing soft skills and improving
motivation level of employees. There are number of learning platforms that are effective for an
organisation by increasing technical skills of manager. These are thinkific, memberium, member
mouse etc. These are consider main and best learning platforms that will be used by an

organisation for motivation their staff towards enhancing technical skills. As this skill support
them to work with effectively and easily.
On the other hand, Urbancová and Vnoučková, 2018, soft skills training involves
learning different aspects of communication, needed for personal as well as professional
development of staff member. There are some skills the workers will learn via soft skills
training. These are explained as below:
Work ethics: One of the most essential and effective skills that each and every staff
members requires to have, are great work ethics. If workers don’t have the accurate work ethnics
and lag in it, they will not capable to live up-to the enterprise instance. While ethics at workplace
are highly thoughtful an untaught quality, it can be learned in effective manner via proper
training as well as motivation also. Soft skills’ training supports staff members to understand
regarding the work ethics of an organisation (Ibrahim, Boerhannoeddin and Kayode, 2017).
Communication skills: It is an effective way of interaction that is impeccably essential
for professional as well as personal success. It is more essential and significant type of the soft
skill training which explains a staff member's success and progress to a better extent. The
capability to convey verbally as well as via emails is a requisite within nearly every workplace.
This will support an employees to improve their soft skill and accomplish better outputs within a
given time frame.. For some workers, it may take period of time to learn communication skills in
effective manner, especially if they have a naturally shy nature. But with a small interest and
motivation, they can eloquent their communication well (Khan, 2018).
Problem solving: This is another essential skill needed by each staff member in an
enterprise. Problem-solving is important and effective for workers to make sound and quick
decisions as per the situation. It supports them to take cost of a particular situation as well as take
the different through it. The workers who show these decision-making quality are often fabulous
candidates for publicity from management‘s prospective. This skills support staff members to
improve their motivation level and accomplish long term objectives and goals of an enterprise
(Thai and Jie, 2018).
Teamwork: In business organisation, soft skill training play a crucial role because it help
in motivating employees that directly contributes in enhancing their productivity level at working
area. Mainly, it is focus on boosting team spirit that is effective for executing any kind of
complex task along with higher efficiency. In addition of this, it also refers to the better

coordination within the team that may share positive and healthy relation among all the workers.
While providing soft training, company also ensures that they provide team building exercise,
interpersonal skill training that provide to employees. With the assistance of this, company can
easily encourage workers and at the same time also make them productive. This will directly
contributes in improving overall performance of company and its employees well (Ibrahim,
Boerhannoeddin and Kayode, 2017).
Time management: According to the Metcalf and et. al, 2018, this is considered as one
of the most important skills that must be present within the business persons. The importance and
relevance of this skill presence within the individuals owe to a number of reasons. At first, it can
be identified that the presence of this skill enables the individuals working within an organisation
to manage the limitation of time so that all the tasks allotted to them can be effectively
completed by them within due course of time. Prioritisation of tasks is one aspect that comes
handy with this skill. By taking control over the time possessed by an individual within an entity,
the personnel are effectively able to inflate their ability to focus upon things. With enhanced
focus, the efficiency also gets automatically raised with the passage of time. Time management
skill ensures that the employees do not panic in any business situation and possess the
confidence to ace it in an effectual way. Further, another importance of this skill is that it
enhances the ability of individuals to take decisions in business context as the pressure related to
lack of time gets eliminated hereby.
Critical Thinking: According to the Do, Budhwar and Patel, 2019, this is considered as the
ability of an individual to execute thinking in a rational manner regarding what needs to be done
and believed. This encompasses the capability of indulging in an independent and reflective
thought process. This skill is also considered to be crucial for the individuals functioning within
the confines of an enterprise. Critical thinking is a key skill that must be present within the
employees so as to create a corporate environment whereby out of the box thinking is
extensively supported and promoted by the supervisors and managers also. It allows the
individuals to think in a unique and creative manner, thereby devising rational solutions to the
challenges being encountered by the business entity.
2.2 Conclusion of Literature review
From the above mentioned secondary data it has been concluded that there are various
number of soft skills such as personal habits, language skills, time management etc. All these are

important for mangers in improving its performance at workplace. There are different factors that
have influences soft skills training. These are Job related factors, Social support factors etc.
Along with this, training is important part for mangers because it supported in improvement of
its performance level, motivation Enhanced job knowledge, abilities and skills. This resulted in
better outputs and attainment of an organisational goals and objectives within limited time
duration. There are some suggestions of soft skills training to motivate staff for development of
technical skills, these are hire Smarter, start with a training needs assessment, find an Intuitive
and excellent learning management system and use the best learning platforms. These are
effective ways for mangers in motivating of staff members.

CHAPTER 3: RESEARCH METHODOLOGY
3.1 Introduction
Research methodology is determined as the effective section of every investigation which
emphasises on providing knowledge on the different methods that has been adopted by
investigator in order to conduct effective research on the chosen research topic (Smith & et. al.,
2020). With reference to the current investigation, investigator makes use of research onion, an
effective framework that includes all the essential methods that helps an investigator in
conducting research in such a manner that leads to the attainment of research outcome with
validity and reliability. All the methods included in research onions which are used by
investigator are specified as below:

3.2 Research Philosophy
Research philosophy is mainly seen as the belief of the investigator that is carried out by
them while conducting investigation in adequate manner. This is also seen as the most essential
layer in the research onion which shows how the overall research has been carried out by the
investigator while executing the research in appropriate format (Pop, Rus & Drenta, 2020).
Research philosophy has also been determined as the effective progression by which overall
methodology has been designed in adequate manner. Research philosophy is mainly of two types
that is interpretivism and positivism. In order to carry present investigation on the topic that is
analyzing the effect of training on employees' performance, investigator will make use of
interpretivism research approach in order to draw valid outcome towards the same (Fletcher,
2017). Here, it can be said that interpretivism form of research philosophy has been mainly
selected by investigator as they will interpret overall gathered information from the interview
method. The main advantage of interpretivism type of research philosophy is that it allows
investigator in enhancing their knowledge of social processes. On the other hand, the drawback
of interpretivism method is that it is highly time consuming and could also delay in overall
research project. The main purpose of interpreting the information is to convert the gathered
information in such a manner that could be easily be understood by the researcher as well as their
team members working on the research (Sengupta, 2020). This also provides support to them in
drawing valid outcome on the proposed topic which ultimately helps them out in drawing valid
outcome on the same topic in adequate manner.
3.3 Research design
It is examined as the effective strategy that is used by investigator combining overall
elements associated with the study. It can further said that research design is basically developed
with the motive of addressing research problem in adequate manner. This is basically determined
as the effective study which is adopted by investigator for completing investigation on the
proposed topic in systematic manner (Mackey & Gass, 2015). Research design is basically
bifurcated into various sections like explanatory, exploratory, descriptive and experimental. It
can be said that researcher can easily select any of the stated methods in adequate manner. In
context of present investigation, investigator had made use of explanatory of research design.
The merit of explanatory research design is that it support investigator in gathering maximum

information on the research topic and further expressing it in such a manner that makes it easier
for the reader and others to determine its outcome in rightful manner. On the other hand, the
main drawback related to the same method specifies that it is highly time consuming and
requires detailed study before drawing outcome towards research problem. The main reason
behind choosing this method of research design conducted for investigation on the specific topic
that is analyzing the effect of training on employees' performance (Willmott, 2020) is its highly
authenticate and reliable outcome which clearly justifies the efforts placed by investigator
towards it. In addition to this, it can be further said that investigator can easily develop detailed
information on the proposed topic.
3.4 Research Approach
Research approaches are of two mainkinds which includes deductive as well as inductive
research approach. Mainly the choice behind adopting research is based on the problem or issue
of research (Dion & et. al., 2020). This is an effective process which is created by researcher on
the basis of assumptions whichis associated with to the techniques ormethods which is used by
researchers for conducting various types of functions or activities during the investigation
effectively and produce positive outcomes in an effective manner IN context of inductive
approach of research main focus is on developing the own theory with the help of conducting
effective research & identify new results for them (Brannen, 2017). On the other hand, in context
of deductive research approach, it has been said that this is the method which is quite useful in
order to answer all the proposed questions in an appropriate and effective way. In the context of
present investigation, it has been said that scholar use inductive approach of research for
completing the research in an authentic and appropriate manner within given time frame.
Investigator has chosen inductive approach which is based on the nature and behaviour of issue
(Lee, Dobiyanski and Sviland, 2020). The main advantage of making use of this appraoch is taht
it facilitates adequate amount of time to researcher so that valid informtaion could be gatehred on
same. The shortcoming of this deductive form of research approach is taht it is highly dependent
on assumpions whcih might influence research outcome in negative form. Apart from this,
another main reason behind adopting inductive research approach is that it will assist researchers
in order to develop new theories by using all the information and data which is collected with the
aid of primary as well as secondary data. This as a result help researchers in order to conclude

the whole research in an effective manner and produce favourable results within given period of
time.
3.5 Research Method/Strategy and Justification
Research methods/strategy is basically determined as the effective method that is being
used by investigator in order to execute whole investigation in rightful manner. Investigator often
makes use of several types of research methods such as survey, case study, interview, archival
research, systematic review method, action research, grounded theory, experiments,
ethnography, netnography, etc. on the basis of the suitability of their investigation. With
reference to the present investigation, investigator has made use of survey method as the main
one among all as it provides them option to gather information from the maximum number of
respondents so that proposed outcome of the investigation can be drawn in quicker manner. In
survey method, interview has been selected by the investigator. In this method, investigator has
developed several questions which have been asked to the respondents in order to gather
maximum information from the respondents within the limited period of time. The main benefit
of using this method is that it provides authenticate information to the researcher which further
supports them out in obtaining valid research outcome in rightful manner. The pitfall of
questionnaire methods could be acknowledged in terms of lack of interest of respondent in the
research. Thus they might provide information to researcher with less attentiveness that could
influence project outcome. The main reason behind selecting method is that it helps researcher in
including higher level of responses in the investigation which further supports them in drawing
valid outcome towards the same. The other methods have been ignored by the investigator as
their effectiveness has been found less as compared to the questionnaire.
3.6 Data Collection method
Data collection is determined as the effective way that is used by investigator gathers
information from different sources which is further used by them for drawing valid outcome
(Silverman, 2016). Data collection methods are mainly of two types that is primary and
secondary method of data collection.
Primary: Primary method of data collection simply means that all of the required
information will be gathered with direct interaction with the respondents. This method is mainly
used by researcher when they have required amount of time to conduct investigation and requires
fresh data in order to obtain authenticate and accurate level of information (Pearce & et.al. 2020).

There are various sources in primary method that are used by investigator according to
requirement of their research and its feasibility. Some of the common sources of primary
methods are questionnaire, interview, focus group, observation and many others.
Secondary: Secondary method is acknowledged as the effective method that is used by
investigator when they have less time to conduct research. In this, method investigator
effectively makes use of already published written data presented by different authors in order to
obtain valid outcome on proposed topic. The main sources that are used by investigators for
gathering secondary data are books, journal, online articles, magazines, newspapers and
published data (Staron, 2020). Secondary sources of data collection are determined as the
effective method through which researcher can easily obtain proposed research outcome within
lesser period of time and with less investment too.
With reference to the present investigation, it has been analysed that the researcher has
made use of both the primary and secondary method of data collection in which researcher will
effectively be able to gather the required information from the respondents and obtain valid
outcome towards the same (Bresler & Stake, 2017). In primary method, interview method has
been selected by the researcher where will be conducted for 20 managers. On the other hand, in
secondary methods books, journals, online articles etc. has been used by investigator in order to
maximum information from the past conducted research (Flick, 2020). This has been effectively
performed in literature review section. This ultimately provide support to investigator in
obtaining maximum information by evaluating perception of different authors which contributes
in drawing valid outcome by covering all the aspect related to the same. Usage of both the
methods will help investigator in acquiring detailed information on the proposed topic that is “To
analyse the effect of soft skills training on manager’s performance”. Interview method is highly
successful as it includes personal interaction with the respondents that provides detailed outcome
to them. Whereas shorting regarding the same method is it consumption of time. The main
reason behind choosing the interview method it includes an open ended question which provides
freedom to the interviewee to express their knowledge on the question without any parameter.
This shows that what so ever information is provided by the manager that is highly true and they
can easily express their actual thought towards the questions without facing any kind of
restrictions.

3.7 Data Analysis Methods
It is another effective method which will assist in specifies how real, authentic and actual
data will be examined by the investigator. It includes two type of research methods which are
qualitative as well as quantitative. Investigator has two main sort of research type which will
assist them in conducting the whole research in an effective and appropriate manner (Kumar,
Kumar & Agrawal, 2020). It has been said that qualitative method of research is adopted by the
researcher in order to gather information and data based on human perceptions. It has also been
identified that this is the type of method which does not include any sort of numerical methods.
Whereas, in context of quantitative method main focus of researcher is on using numerical
methods in order to examine the whole information (Irwin & Springgay, 2017). This will assist
them in creating valid results so the whole research will be an effective one and assist another
researcher. It is the research type where investigators use all the mathematical equation and
collect information which are in the form of numerical. In the present research, investigator
adopt qualitative method for data analysis so that all the information which is collected must be
authentic and accurate in nature with the inclusion of several secondary sources (Rahim, Der and
Din, 2020). For drawing outcome more clearly investigator has made use of thematic analysis in
order to make it easier for the reader to understand actual ouctome of the investigation in
bifurcated sections. The main merit of qualitatitve method in the form of thematic analysis is that
is inlcudes various views and perception into the outcome whcih ultimatley enhances its value.
Constraint regarding the same is its time consuming process as it might delay project outcome.
The main motive of selecting qualitative research method is that it is one of the most appropriate
type for researcher in order to gather required data within the provided time frame in appropriate
manner.
3.8 Research choices
Research choices are determined as the choice done by researcher among several
methods for conducting an effective research in lucrative form. In research onion, research
choices are mainly seen in three main forms such as mono method, mixed method and multi
method. Mono method is the one in which only one method is followed by researcher that means
either qualitative or quantitative. Mono method is commonly seen as the combination of two
methods like qualitative and quantitative methods in order to obtain valid outcome by covering
each and every aspect. On the other hand in multi method, investigator gives preference to

several methods. Here, overall research is conducted into smaller sections and for each section
different method has been selected by the investigator according to its own suitability so that
valid outcome can be drawn towards the same. For conducting this research mono method has
been used by investigator as it makes overall research process simpler. This method maintains
focus in researcher into it in detailed form as they do not have to shuffle their mindset in
investigation. The main drawback of mono method is that it single method does not satisfy each
section of research. This makes it difficult for investigator to carry single method while reaching
the end of investigation.
3.9 Time Horizons
Time Horizon refers to framework which shows approximate time limit of whole
research which is going to be taken by investigator while completing it in an effective manner.
Time horizons are mainly of two types that Cross sectional and Longitudinal studies. Cross
sectional studies: In this method, information is collected only once within a specific period of
time. This could be of some days, weeks or months. This data is especially collected in order to
answer research questions. With reference to the current study, cross sectional kind of time
horizon have been considered as it is helpful in answering all research questions effectively
within the chosen time period.
Sampling: Sampling is determined as the effective method through which investigator
selects sample size from the overall sample population. Sampling is basically performed with the
usage of different methods like probabilistic and non probabilistic method (Flick, 2020).
Probability method simply means the way through sample size is randomly selected by the
investigator whereas if it is talked about non probability method it can be said that it includes
biased method which allows investigator select the sample population at their own level. In non
probabilistic method there are higher chances of favouritism or any further interest of the
investigator towards the any area. With reference to the present study, it can be said that main
focus of investigator is on choosing managers in order to gather primary information from them
effectively. Here, it can be said that investigator effectively makes use purposive method of
sampling which comes under non probability method (Ledford & Gast, 2018). The main reason
behind using this method is gather information from the managers only as they are having more
adequate knowledge on the same topic which will ultimately help investigator in analyzing the
effect of training on employees' performance. Here, total 20 managers will be selected by using

this method from which investigator will gather primary information with interview method that
includes open ended questions (Gaudet, Dorion & Flaminio, 2020). Also, the another motive of
selecting this much small sample size is that it provides support in analysing overall gathered
information in easier manner and contributes in drawing valid outcome towards the same.
3.10 Ethical considerations
When a researcher conducts a study, it is important for them to take into account the ethical
considerations at all the times as there is high probability of emergence of ethical issues during
the execution of the whole study. In this regard, it can be said that it holds importance for the
researcher to make sure that the quality and integrity of data is maintained at all times so that the
time invested upon the study does not get wasted (Hughes & Barlo, 2020). With respect to this,
the different ways through which the investigator had ensured that ethical issues did not emerge
during the execution of research were acknowledged to be receipt of consent from the
interviewees prior to the collection of data from them (Kumar, 2019). Further, it has been
identified that investigator communicated the purpose of carrying out the study to the business
managers who were selected as respondents for carrying out the interview process (af Wåhlberg,
2017). In the present study, the researcher made use of primary as well as secondary sources of
collecting data. The investigator made sure that the information collected via the business
managers by way of interview is true and fair. Further, it was ensured that the data was not
misused and was kept confidential from third parties. Also, it was taken into account that force
was not applied upon the respondents while collecting information related to the research from
them. The reason behind taking large proportion of data from primary source of data collection
as it eliminates the probability of plagiarism (Vallack, 2020). This is so because the investigator
personally visits the interviewees face to face to collect information from them. Apart from this,
it can be further said that overall data gathered from different sources will be U drive by the
investigator as it is highly secure and protected with the usage of the password. Along with this,
the respective investigator also ensures to delete the overall confidential information gathered
from the respondent after obtaining final results on research problem. Apart from this,
arrangements for security facilities for the interviewees were also made by the researcher to
ensure that no discrepancies take place during the process of collecting information from them
(Spruell & Le 2020). In context of secondary sources of data collection, the researcher made sure
not to access any article older than a time span of 10 years. Also, it was ensured that the

information collected via books, journals, magazines and articles was completely rephrased and
given due credits to the authors to avoid the risk of misconduct in the form of plagiarism.
3.11 Conclusion
On the basis of overall information specified in the methodology section, it is concluded that
research methodology is defined as inclusion of various approaches, philosophies, methods,
designs, techniques etc. that have been used by investigator in order to conduct appropriate
research which includes set of certain activities like gathering of data, its evaluation and further
its interpretation. Usage of all the methods provides support to investigator to conduct an
effective research in the systematic manner.
Chapter 4: Results and Analysis
4.1 Introduction
This chapter provides detailed knwoledge on the information developed from the primary
source which further supports investigator in drawing valid outcome towards the research
problem. With reference to the current investigation researcher have made use of interview
method in order to gather desired information from the respondents in appropriate manner. Here,
in this chapter investigator has developed around 10 questions that will going to be asked to all
managers that have been chosen as the sample size. The main reason behind selecting interview
method is that it simply allows sample size to express their viewpoint towards the questions
asked to them (Wiek& Lang, 2016). Also, usage of interview method simply allows investigator
in gathering maximum information in lucrative manner. The overall gathered information
directly supports investigator in determining proposed research outcome in appropriate manner.
Here, information received from another respondent will surely help researcher in obtaining
maximum information in with the support of detailed information on their proposed topic.
Developed interview questions along with the informationshared by respondents on the same are
expressed in this chapter in detailed manner.
4.2 Analysis
Theme 1: Usage of soft skills helps retail sector in attracting maximum number of customers
Q 1) Do you think, usage of soft skills helps retail sector in attracting maximum number of
customers?
Interpretation: Soft skills are determined as the most important thing in every busienss as it

helpsthem out in serving its customers in such a manenr that influences their interets towards the
comapny the and makes them more loyal towards the same in lucrative form. While asking the
question from the respondents, maximum number of respondentswhich is 15/20 have expressed
that usage of soft skill will directly provide support in influencing maximum number of
customers towards the same company that will result in the enhancement of the profitability.
These managers have also expressed that usage of soft skill directly develops positive connection
between the customers as well as the individuals who have treated them in positive manners.
This treatment within the company not only influence existing customers towards them but at the
same but at the same time it also contributes in attarcting the new customers towards the same
company. Whereas, very few managers have also expressed the negative response towards the
same as according to them usage of soft skill cannot attract the customers at all. These customers
can only get attracted by acquiring high quality of product and services in appropriate manner.
Theme 2: Positive impacts of soft skills for the business organisations
Q 2) In your opinion, what are the positive impacts of soft skills for the business
organisations?
Interpretation: Soft skills are those which are mainly not job related or technical. These give
with confident providing them credit they mainly deserve. These are the personal attributes
which enable a person to communicate in an effective or polite manner with the other. It has
been stated that there are some positive impact of the soft skills for company. Some of the
respondents such as 11/20 said that soft skills are helpful in enhancing the productivity of
business and also minimize the risk from business. Soft skills are highly valued, with many
companies giving them the recognition that they merit. Soft skills provide a workforce that is
comfortable, fulfilled and can maintain organization. Other than this, some respondents said that
soft skills help in develop the positive communication. Employees should be able to interact
directly with each other and with the consumers or clients. Management will provide them with
the skills to articulate themselves more clearly, listen and cope with difficult conversations. Soft
skills are personal attributes which affect how well can work with others or communicate with
others. These skills make it easier to develop people-to-people relationships, establish confidence
and reliability and lead teams.

Theme 3: Benefit that retail sector company can easily attain with effective implication of soft
skills
Q 3) What is the main benefit that retail sector company can easily attain with effective
implication of soft skills at workplace?
Interpretation:The soft skills like effective communication skills, problem solving, time
management, critical thinking and teamwork are quite important for any company. As per
majority of the respondentslike17/20the main benefit that can be attained by the retail sector
organisation as a result of implication of soft skills at work station is the reduction in number of
conflicts arising within staff. Besides this, some of the respondents also said that soft skills
provide assistance to retail sector firm in building an effective bonding with the customers by
leveraging communication skills. Apart from this, some other respondents also stated that the
entity can easily enhance its profitability as well as revenues.
Theme 4: Consequences do a business face while conducting training for soft skill development
Q 4) What consequences does a business face while conducting training for soft skill
development?
Interpretation:Soft skills are also non-technical skills, abilities and characteristics that one
requires to operate in a specific work environment. These provide different sets of competencies
in the workplace such as problem-solving, verbal competencies, oral communication skills,
personal values, professional management, communication and team work. It has been stated
that most common challenges’ involve the geographic limitations, enhanced costs, translation
problems and also requirements of virtual training. On the basis of some respondents like 10/20
that in provide the training in soft skills, company face the issues such as weak problem solving,
miscommunication and the poor leadership. According to them, if leader does not guide the
employees in better manner and also not give them better guidance then this develops the
negative impact on employees and they are not able to perform in a better way. Other than this,
miscommunication is also a main issue that mainly faced by the employees. There is a need to
management to communicate with the employees in positive manner and also include them in
better decision making. This helps in motivating them and also enhances their performance level.
Theme 5: Achievement of soft skill training at workplace

Q 5) Have you ever attended soft skill training at workplace?
Interpretation:Majority of the respondents18/20 said that they had attended soft skills training
at least done in their life at their respective workplace. Such training provided assistance to them
in developing skills such as critical thinking, problem solving, effective communication skills,
time management, and teamwork and so on. All of these skills provided assistance to them in
carrying out the tasks of business in an effective and efficient manner as per the organisational
requirements. As a result of undergoing soft skills training, they were able to enhance their
productivity levels and give a better output for the timely achievement of corporate goals and
objectives. On the contrary, there were also some respondents who stated that they had never
undergone soft skills training in their lifetime even for once.
Theme 6: Ways for improving their quality of providing training to the manager
Q 6) What will you suggest to businesses for improving their quality of providing training
to the manager?
Interpretation: Some of the respondents like 12/20 said that they would suggest the business to
take feedbacks from employees on a regular basis in order to gain knowledge of their views
regarding the ways in which the quality of training given to manager can be improved. In
addition to this, some respondents said that the business should identify the skill gap within the
manager so that the training can be provided to manager specifically to inculcate or enhance
these skills within him. Besides this, some of the respondents also suggested that the training
imparted to the manager should strive to be aligned with a mission statement in order to ensure
that the desired outcomes can be attained as result of providing training to them.
Theme 7: Incorporation of soft skills
Q 7) Do you think, incorporation of soft skills supports company in retaining its staff for
longer time period at workplace?
Interpretation:Organisations are helpful in support the staff to make improvement in
communication as well as technical skills by conducting the training sessions in bid to develop
better workplace culture. There are some respondents which are 9/20which stated that companies
are quick to recognize that while technical skills are necessary to help workers, it is also vital for
their personal development to develop their education and interpersonal skills. For a

bootstrapped company or that enterprise it is especially useful to develop the support staff's skills
and trust. The incorporation of the soft skills is helpful in motivating employees, develops the
positive communication, enhance employee performance, good leadership and others. These all
are helpful in motivating the staff members and also sustain them at workplace for long period of
time.
Theme 8: Training for soft skill development help manager in improving business performance
Q 8) According to you, does training for soft skill development help manager in improving
business performance?
Interpretation:Yes, the training of soft skills development within a manager has positive impact
upon the business performance. Soft skills ae related to that does not have direction with
technical job performance. These are interpersonal and social skills. These are important to have
by a manager within an organization to build effective connection and coordination with others.
Asper the respondents 15/20 it is said that work of the manager is related to guidance and
direction of others. It is pretty sure that manager’s subordinates also have the technical
knowledge. The aspect that plays the major role in completion of tasks on time and as per the
standard is ability of a manager about building communication and coordination with team
members. This is possible in the situation when manager has effective soft skills. The
development of these skills with the aid of training is important. This will not only help in
development of the personality of manager but supports the organization in attainment of their
desired targets within stipulated period of time. The skills which are main to have include
communication, coordination, conflict resolution, team building etc. All these has huge
contribution in the building of great team where all have supportive behavior in completion of
overall organizational target along with individual.
Theme 9: Extent social support factors influence training for soft skills at workplace
Q 9) To what extent social support factors influence training for soft skills at workplace?
Interpretation:The support of social factors is optimum towards the effective training of soft
skills. The soft skills are those that are not technical in nature and defy the personality of person.
These skills are sometimes much important than technical while performing the role of manager
or leader within an organization. Onthe basis of 16/20 it is said thatdevelopment of these skills

provides the extra edge to the personality of person where they can perform the work according
to the demand of situations. The training has positive impact towards the development of soft
skills. But, for ascertaining the skills in effective nature their application is must in the real
scenario and this can be attained when have effective social support. The social support is about
the opportunity of working within the conditions where they can apply or learn the working of
soft skills. The social support also helps in ascertaining the knowledge about the aspects of
deviations so the future actions can be taken for their improvement. This will also help to get the
flexibility through the integration of more than one soft skill at some situation for the completion
of work with more effectiveness. So, it is clear that social support is working in nature of
practical experience where the strength of training is just doubled.
Theme 10: Relationship between manager’s performance and training
Q 10) As per your views, what is the relationship between manager’s performance and
training?
Interpretation:The relationship between the manager’s performance and training is direct and
positive. The role of manager is optimum within an organization in the functioning all different
activities and accomplishment of organizational targets on time. On the basis of 17/20
respondents it is said that Training is the aspect that help the manager to get the knowledge about
the aspects that what they have to do in different situations and how the skills are needed to
apply both hard and soft. Training provides the opportunity to get the information about the
different ways of application along with learning of new skills. The end role of training is
development of the personality of manager so they can perform the functions properly in
different situations. This will also allow them in handling of extra responsibilities and authorities
where decision making done regarding important aspects.
4.3 Results
From the above mentioned primary data, it has been determined that there are number of
positive impact of soft skills within an organisation such as improved employee’s performance,
enhanced business performance, better communication and many others. These are major
advantages of using soft skills training within a business organisation. There are various numbers
of soft skills such as communication, problem solving flexibility and time management. In this,

communication skill binds teams with each other. Without communication skill, the team
members are lacks competence, harmony as well as the capability to pull mutually in a crisis.
Cheering honesty at every one can assist to recognize issue as they happen and guide to earlier
action. Flexibility is the willingness and capability to get used to an altering situation. Lacking it,
no organisation can go forward. When their workforce knows the requirement to get used to they
can manage with issues when they happen. This, in turn, drives success. Along with this number
of benefits obtained by retail sector due to the implication of soft skills in the workplace. These
benefits are boosted workplace productivity, reduced risk, increased sales, improved employee’s
retention and many more. This will support Tesco in improvement of its growth and success at
domestic as well as international level. Therefore with the help of soft skills training among
employees, company become able to increased number of customers and their profitability level
within lesser time duration. Along with this, training for soft skill development highly support
manager in enhancement of business performance and achievement of its long term goals and
objectives easily. Therefore, training has positive relationship with the managers. As it will
support them in improvement of its knowledge and increment in different types of skills. These
skills will be essential for them in development of its career growth at workplace.
4.4 Conclusion
On the basis of above specified discussion made in this chapter, it has been described that
most of the respondents have idea about the usage of soft skills helps retail sector in attracting
maximum number of customers. They have knowledge as soft skills are important thing for
every organization because it supports them in serving their customers in such a way that
influences their interest towards the business and develops them more trustworthy towards the
same in lucrative form. Along with this, it has been further acknowledged that there are different
ways used for improving quality of training such as effective communication, proper leadership
and management and many more. This ways supported an organisation in achievement of
competitive advantages within a given time duration. Soft skills training will also beneficial for
employees in different ways such as strong work ethic, effective communication quality, creative
problem solving, better teamwork etc. This will be effective for enhancement of business
performance and productivity.

CHAPTER 5: Discussion & Analysis
5.1Introduction
This is the section where discussions about over all research are going to be conducted in
which analysis of literature review sections are included. The main aim behind doing this is to
evaluate secondary information so that valid conclusions will be drawn. Here in, all the
information gathered by analysing literature review is going to be discussed in detail.
According to the results of above mentioned literature review soft skills training improves
the performance of mangers. Soft skills are mainly the characteristics, traits and interpersonal
skill which show how effectively an individual can perform the work and how it can implement
activities as well as operation of an organisation. In order to attain business growth and success,
it is important for managers to have soft skills as help in maintaining relationship with colleagues
prevailing at the workplace in a proper manner. Managers plays an important role in a company
as they are delegating responsibilities, managing as well as controlling team, evaluating
performance, monitor them that assist an organisation to attain objectives within stipulated time
frame. Time to tome motivation to employees is also important in order to increase productivity
and profitability of the organisation. The above literature review result says that it is important
for managers to have effective communication and interaction skills so that they can clearly
share their objectives to staff members and other parties. It is significant for an organisation to
provide training session to employees in order to develop soft skills which impact positively on
the productivity as well as efficiency. This training and development session occur cost to
company and sometimes the objective of providing training is also not fulfil that impact
negatively on the profit margins and revenue level of the company. The another author discussed
that a manger cannot gain success if he have no knowledge about the technology so it is essential
for higher authorities to keep on update their knowledge about new technologies. The training
sessions make working capability of managers more efficient as well as effective that help in
maintain good relation with employees and retain them for longer time frame. It save the cost of
company of hiring new candidate and also assist in increasing brand image of the organisation at
marketplace. There are various benefits that can be gained by organisation by providing soft skill
training to managers such as improved retention rates, decline absenteeism rate, employee
engagement, increased productivity, employee satisfaction, increasing team work, improves
leadership and many more. The soft skill allow managers to maintain effective relationship with

staff members that leads to attainment of desired goals and completion of project within the time
period. This will also improve the skills of employees which leads to effective ad quality service
to customers that impact positively on their mind set towards brand. In addition to this, it
increases customer base level that leads to increase in sales and profit margin of the company. It
also assists in gaining trust of customers and engages them for longer time period. It also
improves the communication and problem solving skills of staff members that ultimately impact
on the productivity of the organisation positively and effectively.
Apart from this, result of another literature review section assist in identifying what are
the various factors which highly affects the overall training of soft skills. It has also been
analysed with the help of above mentioned analysis there are various types of factors which
affects the overall training given by the management team of an organization to their staff
members in order to enhance their soft skills. In addition to this, it has also been various soft
skills are there such as communication skills, time management skills, problem solving skills,
work ethics, interaction skills, leadership skills, conflict management, flexibility, goal setting,
mental agility and many more. It is discussed above that all this skills can be gained by mangers
through training sessions. These skills get highly influenced by different types of factors which
includes job related as well as social factors. Therefore, it is quite essential for the management
team to consider all these skills so that they can perform all their business functioning in a
positive as well as effective manner. In context of job related factors various elements are
included which are good working life balance, financial position, relationship with peers, strong
relationships with higher authorities, and capability of company and job security. On the other
hand, in context of social factors family, friends, community are considered. Therefore,
management team of a business entity need to focus on such factors and grab positive results
from it rather than getting any kind of negative outcome. All these are the factors which
influences the overall behaviour and training sessions given to improve the soft skills of
employees. As per the result made, it has been said that these skills highly affect the
performance of an individual within the workplace. Therefore, it might affect the whole
performance and efficiency of staff members which leads towards the decline of organizational
profitability at the competitive marketplace. With the assistance of above discussion, it has been
concluded that management team of a business entity need to conduct their functions in an

appropriate manner and for this they need to provide training and development session to their
existing staff members along with the managers.
Along with this, it has been identified from the result of literature review says that different
factors which influences the training session provided by the management team to their
employees so that their soft skills can be improved. It has been analysed that there are different
types of training sessions provided by the managers to their employees includes job training,
refresher training, off the job training, training for promotion and many more. It has also been
identified by the above discussion that all these training help in enhancing the efficiency as well
as improving the performance of every individual working within the organization. With the help
of this, organisational goals and objectives will be accomplished effectively and within given
time period. Training of both managers as well as employees are very essential in this
competitive working environment so that they can attain their business targets in an appropriate
manner. Therefore, with the help of above discussion which is made in literature review section
it has also been identified that training is quite essential to enhance the skills of individuals. It is
one of the most important function within human resource department which helps in improving
the skills, capabilities and competencies of manager within the workplace. Furthermore, it has
also been discussed in above chapters that training provides various advantages and benefits to
the staff members and managers which includes development in effectiveness as well as
efficiency, betterment of self-conference & supporting each and every person in their self-
management. All these creates positive relationship among the performance of employees and
training sessions as by providing effective training and development session help in improving
the efficiency in order to perform their goals and objectives in an effective and appropriate
manner. Managers with effective and strong soft skills can easily influence its staff members in
order to perform their work as to the needs and requirement of the company and accomplish its
respected organisational goals along with the objectives in an effective and rapid manner. This
ultimately improves performance of managers which leads to the accomplishment of success in
rapid manner.
As per the result taken from literature review section it has been analysed that in order to
create positive working environment and to enhance the skills and capabilities of individuals
working within the business entity, it is quite essential for the management team to provide
training and development sessions. Various recommendations are given to the management team

of an organization which assist them in developing and getting different types of opportunity
available at the competitive marketplace. With the assistance of above stated literature review
portion it has been identified that managers need to adopt different sort of suggestions on
providing training session for soft skills in order to encourage staff members so that their overall
skills will be enhanced. These are Hire smarter, start with training need assessment, use the best
learning platforms with the aid of this individual can improve their learning and enhance their
performance as well as efficiency. All these will assist in enhancing the performance as well as
efficiency of the workers as they feel motivated and encouraged in order to conduct their
functions in an appropriate manner. Apart from this, it has also been identified that it is quite
essential for the management team of a business entity to conduct effective training and
development sessions to their employees as well as for their managers so that they can develop
new skills and improve their weaknesses so that they can perform their work in an effective
manner. Therefore, it has said that organisations need conduct effective training sessions so that
they can develops soft skills within their managers which will support them in performing their
business functions in adequate manner as well as attain organisational goals and objectives in
timely manner.
CHAPTER 6: RECOMMENDATIONS & CONCLUSION
6.1 Introduction
This is the last chapter of every investigation which clearly shows overall outcome that
investigator has determined by conducting this investigation in appropriate manner. This section
is mainly bifurcated into few sections such as summary of research, expected benefits versus
observed benefits, expected barriers versus observed barriers, suggestions for future research and
recommendations.
6.2 Summary of Research
From the above made research and the findings of the researcher it can be said that
research findings clearly denote that soft skills are the most desirable skills that are required to be
present in individuals to ensure smooth functioning of various assigned responsibilities. Soft
skills are regarded as those skills that are required by the individuals in every organisation as it
helps in smooth performing of various job roles and responsibilities in a more effective manner.
It is clearly seen that most of the employees that re part of organisations in retail sector have a

clarity about the meaning of soft skills and how are they important for smooth functioning of a
organisation. It is also used for purpose of making employees understand the overall importance
of such skills helping in overall improvement of performance at organisational level. It also leads
to enhancement of employee performance in such a manner that they are able to benefit in
achievement of ultimate objectives of their organisation. When large number of employees is
working together then there are lot of chances of occurrence of internal conflicts amongst them.
Such type of conflicts can be avoided and managed with the help of certain soft skills that help in
effective use of the present skills of employees. It has also been observed from the above made
discussion that training for soft skills also make it easy for the management of organisation to
properly manage their employees. It can also be observed from the above made discussion that
organisations are also making many efforts towards enhancing the performance level of their
employees with the help of training that is provided in the field of development of some more
soft skills apart from their existing ones. It is a part of the individual growth& development that
actually leads to growth of their employees not just as a part of organisation but also as
individuals and for their future career opportunities. Such skills remain associated with
employees always and keep benefitting them and the organisation for which they are working.
Teamwork is also a quality that is developed with effect from soft skill training that is being
provided to employees. So, it is the responsibility of every organisation to make sure that their
whole workforce is having presence of such soft skills that can help them in effectively
performing their duties and responsibilities. Also, time management skill allows individuals to
exercise control over the time they have even if it is limited and manage it a manner such that all
the roles and responsibilities allotted to them get duly fulfilled by them in due course of time.
Thus, the provision of skill training to staff for instilling this skill within the organisational
representatives is an effective move taken up by a corporation to ensure that the goals as well as
objectives of the corporation get fulfilled within due course of time. It also support in reducing
employee turnover by retaining them for longer period of time. This is the reason that team
working is crucial for company and workers in accomplishing all the set goals and objectives in
stipulated time frame. Along with this, it has been further acknowledged that critical thinking
allows the individuals to gain an insight into the logical connection underlying between several
ideas. Further, it also enables employees to identify, construct and evaluate arguments in context
of business situations so as to take reliable and appropriate decisions for the betterment of the

company. The provision of soft skills training to instil critical thinking within the employees is
the effort taken by a company to enable individuals to deduce consequences from the knowledge
that one has of the subject matter.
6.3 Expected benefits versus observed benefits
Expected benefits by conducting such type of skills among employees would develop a
different level of understanding that actually helps them in understanding each other and
maintaining of high amount of coordination amongst themselves and it is helping in working
together as one unit for their organisation. Whereas, the actually observed benefits by conducting
this investigation is minimum situation of conflicts and there are no possibilities of internal
conflicts among employees. When there are no conflicts then it leads to creation of a positive
working environment in the organisation. That is actually helping employees in increasing their
overall level of contribution towards achievement of organisation’s objectives.
6.4 Expected barriers versus observed barriers
Before conducting this investigation, researcher has presumed that main barrier would be
convincing respondents for providing information and approaching authenticates information for
drawing valid outcome. But in actuality main barrier faced by researcher while executing this
investigation was limited resources and time availability in order to obtain valid outcome.
6.5 Suggestions for future research
Present investigation has been performed with the usage of interview method. The overall
method was effective but still was very time. In order to cope up with this the researcher has
been suggested to make questionnaire method as it is supported in gathering maximum
information from large number of respondents. This would definitely contribute in gathering
similar kind of research in the future in better manner.
6.6 Recommendations
The recommendations are given below by analysing the above study is given below:
 It is suggested to the companies to provide soft skill training to managers as well as
employees so that they can develop intellectual and interpersonal skills in an effective
manner. This will help company in enhancing the productivity as well as profitability of the
organisation. In addition to this, it also helps in providing quality service to customers that

develops a positive mind set of customers towards brand of the company. It also assists in
retaining customers for longer time frame and enhances profit level in an effective manner.
 It is recommended to an organisation to focus on fulfilling employee need as it motivate
them to work with full potential that ultimately has impact on the profitability as well as
revenue of the company. It will also help in raising social status and standard of staff
members that develop self-esteem and self-confidence as well. Furthermore, it develops the
brand image of company that leads to increase in market share and market position in an
appropriate manner.
 In order to gain knowledge about the skills and strength, it is recommended to managers to
conduct personal analysis as it help in identifying strength and weaknesses. Along with this,
it also helps managers to know where they lack and what skills they need to focus in order to
gain growth and development effectively. Personal analysis is a tool which not only defined
positive points but also identifies the weak points that us require to emphasise in an
appropriate as well as effective manner.
 It is suggested to mangers to take feedback from all the employees about their personality,
behaviour, skills and competencies as well. This will help mangers to make improvement in a
proper manner and also aid in gaining higher success as well as growth. In addition to this, it
will not help in developing personality but also help an organisation to increase their
productivity level and attain objectives within stipulated time frame.
 Another recommendation for mangers is to maintain an effective and healthy relationship to
the employees so that they can share their ideas and views effectively. This will bring
creativity and innovation at workplace that directly impact on the overall performance of
company in a positive manner. This will also develop confidence and boost the morale of
staff members that increases the efficiency of performing activities and operation of
employees in an effective manner. This will beneficial for the both the managers and
organisation also.
 It is recommended to managers to take training from expertise in order to develop soft skills
such as time management, problem solving, communication, flexibility, conflict management
and many more. This will assist higher authorities to take effective decision at the time of
worst conditions and also help in cope up with the changes in an effective manner. Along
with this, it help managers in dealing with employee and customer complaints in an effective

manner which is not only develop the personality of mangers but also increase the
productivity and profitability level of the organisation.

REFERENCES
Books and Journals
af Wåhlberg, A., (2017). Driver behaviour and accident research methodology: unresolved
problems. CRC Press.
Al Karim, R., 2019. Impact of different training and development programs on employee
performance in Bangladesh perspective. International Journal of Entrepreneurial
Research. 2(1). pp.8-14.
Appelbaum, S.H., Degbe, M.C., MacDonald, O. & Nguyen-Quang, T.S., (2015). Organizational
outcomes of leadership style and resistance to change (Part One). Industrial and
Commercial Training.
Aseel, B., 2018. Professionalism for engineers: Soft skills in engineering education to prepare
for professional Life.
Bak, O., Jordan, C. & Midgley, J., (2019). The adoption of soft skills in supply chain and
understanding their current role in supply chain management skills
agenda. Benchmarking: An International Journal.
Botke, J. A., Jansen, P. G., Khapova, S. N. and Tims, M., 2018. Work factors influencing the
transfer stages of soft skills training: A literature review. Educational Research Review.
24. pp.130-147.
Brannen, J., (2017). Mixing methods: Qualitative and quantitative research. Routledge.
Bresler, L. & Stake, R. E., (2017). Qualitative research methodology in music education.
In Critical Essays in Music Education (pp. 113-128). Routledge.
Brewster, C. & Söderström, M., (2017). Human resources and line management 1. In Policy and
practice in European human resource management (pp. 51-67). Routledge.
Cacciolatti, L., Lee, S.H. & Molinero, C.M., (2017). Clashing institutional interests in skills
between government and industry: An analysis of demand for technical and soft skills
of graduates in the UK. Technological Forecasting and Social Change, 119, pp.139-
153.
Carvalho, M.M.D. & Rabechini Junior, R., (2015). Impact of risk management on project
performance: the importance of soft skills. International Journal of Production
Research, 53(2), pp.321-340.
Connor, A. & et. al., (2019). Building skills, confidence, and wellness: Psychosocial effects of
soft skills training for young adults with autism. Journal of autism and developmental
disorders, pp.1-13.
D’Alessio, F. A., Avolio, B. E. and Charles, V., 2019. Studying the impact of critical thinking on
the academic performance of executive MBA students. Thinking Skills and
Creativity. 31. pp.275-283.
DeLong, D. and Elbeck, M., 2018. An exploratory study of the influence of soft and hard skills
on entry level marketing position interviews. Marketing Education Review. 28(3).
pp.159-169.
Do, H., Budhwar, P. and Patel, C., 2019. High-performance work system practices in Vietnam: a
study of managers’ perceptions. Journal of Organizational Effectiveness: People and
Performance.
Escrig-Tena, A. B. and et. al., 2018. The impact of hard and soft quality management and
proactive behaviour in determining innovation performance. International Journal of
Production Economics. 200. pp.1-14.

Felix, J.E., (2020). The Need to enhance Communication and Interpersonal Skills as essential
Soft Skills among Undergraduate Students. Our Heritage, 68(41), pp.10-15.
Fletcher, A. J., (2017). Applying critical realism in qualitative research: methodology meets
method. International Journal of Social Research Methodology. 20(2). pp.181-194.
Flick, U., (2015). Introducing research methodology: A beginner's guide to doing a research
project. Sage.
Hayter, C.S. & Parker, M.A., (2019). Factors that influence the transition of university postdocs
to non-academic scientific careers: An exploratory study. Research Policy, 48(3),
pp.556-570.
Hendarman, A. F. and Cantner, U., 2018. Soft skills, hard skills, and individual
innovativeness. Eurasian Business Review. 8(2). pp.139-169.
Humphries, B., (2017). Re-thinking social research: anti-discriminatory approaches in research
methodology. Routledge.
Ibrahim, R., Boerhannoeddin, A. & Kayode, B.K., (2017). Organizational culture and
development: Testing the structural path of factors affecting employees’ work
performance in an organization. Asia Pacific Management Review, 22(2), pp.104-111.
Irwin, R. L. & Springgay, S., (2017). A/r/tography as practice-based research. In Arts Education
and Curriculum Studies(pp. 162-178). Routledge.
Itani, M. & Srour, I., (2016). Engineering students’ perceptions of soft skills, industry
expectations, and career aspirations. Journal of professional issues in engineering
education and practice, 142(1), p.04015005.
Jyoti, J. & Kour, S., (2015). Assessing the cultural intelligence and task performance
equation. Cross Cultural Management.
Kapoutsis, I., Papalexandris, A. and Thanos, I. C., 2019. Hard, soft or ambidextrous? Which
influence style promotes managers’ task performance and the role of political skill. The
International Journal of Human Resource Management. 30(4). pp.618-647.
Khan, S., 2018. Demystifying the impact of university graduate’s core competencies on work
performance: A Saudi industrial perspective. International Journal of Engineering
Business Management. 10. p.1847979018810043.
Kikon, D. & Karlsson, B. G., (2020). Light skin and soft skills: Training Indigenous migrants for
the hospitality sector in India. Ethnos, 85(2), pp.258-275.
Koohang, A., Paliszkiewicz, J. & Goluchowski, J., (2017). The impact of leadership on trust,
knowledge management, and organizational performance. Industrial Management &
Data Systems.
Kumar, R., (2019). Research methodology: A step-by-step guide for beginners. Sage Publications
Limited.
Ledford, J. R. & Gast, D. L., (2018). Single case research methodology: Applications in special
education and behavioral sciences. Routledge.
Mackey, A. & Gass, S. M., (2015). Second language research: Methodology and design.
Routledge.
Massaro, M., Bardy, R. & Garlatti, A., (2016). A soft skills training model for executive
education. In Human Centered Management in Executive Education (pp. 222-241).
Palgrave Macmillan, London.
Matteson, M.L., Anderson, L. & Boyden, C., (2016). " Soft Skills": A Phrase in Search of
Meaning. portal: Libraries and the Academy, 16(1), pp.71-88.

Memon, M.A., Salleh, R. & Baharom, M.N.R., (2016). The link between training satisfaction,
work engagement and turnover intention. European Journal of Training and
Development.
Metcalf, A.Y., Habermann, M., Fry, T. D. and Stoller, J. K., 2018. The impact of quality
practices and employee empowerment in the performance of hospital
units. International Journal of Production Research. 56(18). pp.5997-6014.
Musembi, A. K. K., Guyo, W., Kyalo, D.N. and Mbuthia, A., 2018. Effect of employees’ soft
skills on performance of public energy sector projects in Kenya. International
Academic Journal of Human Resource and Business Administration. 3(2). pp.1-13.
Nusrat, M. & Sultana, N., (2019). Soft skills for sustainable employment of business graduates
of Bangladesh. Higher Education, Skills and Work-Based Learning.
Parlamis, J. & Monnot, M. J., (2019). Getting to the CORE: Putting an end to the term “soft
skills”. Journal of Management Inquiry, 28(2), pp.225-227.
Phillips, P., Zigan, K., Silva, M.M.S. & Schegg, R., (2015). The interactive effects of online
reviews on the determinants of Swiss hotel performance: A neural network
analysis. Tourism Management, 50, pp.130-141.
Rezk, S., Whited, G. C. and Hanna, A. S., 2018. Competency Assessment Model for Wisconsin
Department of Transportation Project Managers (No. 18-02746).
Sahoo, M. & Mishra, S., (2019). Effects of trainee characteristics, training attitudes and training
need analysis on motivation to transfer training. Management Research Review.
Seidle, B., Fernandez, S. & Perry, J.L., (2016). Do leadership training and development make a
difference in the public sector? A panel study. Public Administration Review, 76(4),
pp.603-613.
Sethunga, S. and Perera, I., 2018, May. Impact of Performance Rewards on Employee Turnover
in Sri Lankan IT Industry. In 2018 Moratuwa Engineering Research Conference
(MERCon) (pp. 114-119). IEEE.
Sharma, P., (2019). Soft Skills: Personality Development for Life Success. BPB publications.
Sharma, V., 2018. Soft skills: An employability enabler. IUP Journal of Soft Skills. 12(2). pp.25-
32.
Shawer, S.F., (2017). Teacher-driven curriculum development at the classroom level:
Implications for curriculum, pedagogy and teacher training. Teaching and Teacher
Education, 63, pp.296-313.
Siengthai, S. & Pila-Ngarm, P., (2016), August. The interaction effect of job redesign and job
satisfaction on employee performance. In Evidence-based HRM: a Global Forum for
Empirical Scholarship. Emerald Group Publishing Limited.
Silverman, D. ed., (2016). Qualitative research. Sage.
Singh, A. & Jaykumar, P., (2019). On the road to consensus: key soft skills required for youth
employment in the service sector. Worldwide Hospitality and Tourism Themes.
Smith, J. A. ed., (2015). Qualitative psychology: A practical guide to research methods. Sage.
Tachizawa, E.M., Gimenez, C. & Sierra, V., (2015). Green supply chain management
approaches: drivers and performance implications. International Journal of Operations
& Production Management, 35(11), pp.1546-1566.
Thai, V. and Jie, F., 2018. The impact of total quality management and supply chain integration
on firm performance of container shipping companies in Singapore. Asia Pacific
Journal of Marketing and Logistics.

Timms, J., Frazer, L., Weaven, S. and Thaichon, P., 2019. Stay ahead of a game or stay still: The
impact of learning and development on business performance. In Subsistence
entrepreneurship (pp. 215-237). Springer, Cham.
Tseng, H., Yi, X. & Yeh, H. T., (2019). Learning-related soft skills among online business
students in higher education: Grade level and managerial role differences in self-
regulation, motivation, and social skill. Computers in Human Behavior, 95, pp.179-186.
Ubfal, D. & et. al., (2019). The Impact of Soft-Skills Training for Entrepreneurs in
Jamaica. Available at SSRN 3374406.
Urbancová, H. and Vnoučková, L., 2018. Impact of employee development in agricultural
companies on commitment, loyalty and performance. Acta Universitatis Agriculturae et
Silviculturae Mendelianae Brunensis. 66(3). pp.803-811.
Walliman, N., (2017). Research methods: The basics. Routledge.
Weber, M.R., Lee, J. & Crawford, A., (2019). A suggested best practices for enhancing
performance of soft skills with entry-level hospitality managers. Anatolia, pp.1-12.
Wesley, S.C., Jackson, V.P. & Lee, M., (2017). The perceived importance of core soft skills
between retailing and tourism management students, faculty and businesses. Employee
Relations.
Wiek, A. & Lang, D. J., (2016). Transformational sustainability research methodology.
In Sustainability science (pp. 31-41). Springer, Dordrecht.
Yan, L. & et. al., (2019). Teaching “soft skills” to university students in China: The feasibility of
an Australian approach. Educational Studies, 45(2), pp.242-258.
Yuniarsih, S.M. & Prastiwi, D., (2019). Effect Of Seven Jumps Learning Method On Student’s
Soft Skills At Nursing Study Program. In International Nursing Conference on Chronic
Diseases Management (pp. 34-37).
Zaman, U., Jabbar, Z., Nawaz, S. and Abbas, M., 2019. Understanding the soft side of software
projects: An empirical study on the interactive effects of social skills and political skills
on complexity–performance relationship. International Journal of Project
Management. 37(3). pp.444-460.
Zuo, J., Zhao, X., Nguyen, Q. B. M., Ma, T. and Gao, S., 2018. Soft skills of construction
project management professionals and project success factors. Engineering,
Construction and Architectural Management.
Smith, J., Date, P., Spencer, W., de Tonnerre, E. & Taylor, D.M., (2020). Evolution of
methodology and reporting of emergency medicine quantitative research over a 20-
year period. Emergency Medicine Journal.
Björnsdottir, I., Granas, A.G., Bradley, A. & Norris, P., (2020). A systematic review of the use
of simulated patient methodology in pharmacy practice research from 2006 to
2016. International Journal of Pharmacy Practice, 28(1), pp.13-25.
Willmott, H., (2020). On Research Methodology. The Journal of Organization and
Discourse, 1(1), pp.1-4.
Pearce, W., Özkula, S.M., Greene, A.K., Teeling, L., Bansard, J.S., Omena, J.J. & Rabello, E.T.,
(2020). Visual cross-platform analysis: digital methods to research social media
images. Information, Communication & Society, 23(2), pp.161-180.
Anthes, C., (2020). The research methodology used. In Institutional Roadblocks to Human
Rights Mainstreaming in the FAO (pp. 23-45). Springer VS, Wiesbaden.

Staron, M., (2020). Action Research as Research Methodology in Software Engineering.
In Action Research in Software Engineering (pp. 15-36). Springer, Cham.
Flick, U., (2020). Introducing Research Methodology: Thinking Your Way Through Your
Research Project. SAGE Publications Limited.
Gaudet, J.C., Dorion, L.M. & Flaminio, A.C., (2020). Exploring the Effectiveness of Métis
Women’s Research Methodology and Methods: Promising Wellness Research
Practices. First Peoples Child & Family Review, 15(1), pp.12-26.
Pop, A.D., Rus, G. & Drenta, R.F., (2020). Experimental research methodology for physical
distribution in bakery industry. MS&E, 749(1), p.012023.
Sengupta, D., (2020). Taxonomy on Ambient Computing: A Research Methodology
Perspective. International Journal of Ambient Computing and Intelligence
(IJACI), 11(1), pp.1-33.
Dion, M.L., Ríos, C.D., Leonard, K. & Gabel, C., (2020). Research Methodology and
Community Participation: A Decade of Indigenous Social Science Research in
Canada. Canadian Review of Sociology/Revue canadienne de sociologie.
Lee, B.B., Dobiyanski, A. and Sviland, M., (2020). Accruals, Earnings Quality and Research
Methodology. Journal of Applied Business and Economics, 22(1).
Kumar, S., Kumar, T.A. & Agrawal, S., (2020). Research Methodology: Prioritization of New
Smartphones Using TOPSIS and MOORA. T Ashwin and Agrawal, Saurabh,
Research Methodology: Prioritization of New Smartphones Using TOPSIS and
MOORA (April 15, 2020).
Rahim, R.E.A., Der, C.S. and Din, N.M., (2020), January. Development of an Interdisciplinary
Blended Learning Module for Postgraduate Research Methodology Course.
In Proceedings of the 2020 11th International Conference on E-Education, E-
Business, E-Management, and E-Learning (pp. 15-19).
Hughes, M. & Barlo, S., (2020). Yarning With Country: An Indigenist Research
Methodology. Qualitative Inquiry, p.1077800420918889.
Vallack, J., (2020). Changing Art into Research: Soliloquy Methodology.
Spruell, J.A. & Le Blanc, L.A., (2020). A course planning method to incorporate collaborative
learning in information systems courses. Journal of Information Systems
Education, 4(2), p.2.
Turnbull, D., Chugh, R. & Luck, J., (2020). Learning management systems: a review of the
research methodology literature in Australia and China. International Journal of
Research & Method in Education, pp.1-15.
Online
Barnard, D., (2019). The Importance of Soft Skills. [Online]. Available through:
<https://virtualspeech.com/blog/importance-soft-skills>.

Appendix
REFLECTION
1 A review of the learning process and outcomes
On the basis of my personal reflection related to the overall learning process related to the
project it can be said that at the starting time of my semester in the college my teacher have
assigned me the assignment related to the research project. I have used many theoretical concept
and my past academic experiences in order to execute the research associated work in rightful
manner. It can be said that for conducting research as the part of my research I have personally
gone through range of experiences. These experiences simply includes my working practices
within the team with the motive of conducting more effective research that definitely support me
as well as my team members to attain higher scores. These experiences have taught me many
things and developed numerous of skills into me would support me grooming as the person as
well as researcher. This investigation was conducted on the topic “To analyse the effect of soft
skills training on manager’s performance” which is a very essential topic in the business world as
soft skill simply helps business manager’s in completely their work more effectively and results
in creating better working environment at workplace. My own experience related to the
investigation has both the positive as well as negative side that have collaboratively supported
me in grooming as the person in appropriate manner.
2. A critique of process
The overall positive experience related to the assignment was the positive parts associated
with this investigation. All of these positive experiences have directly contributed a lot in
conducting better research and supported them a lot in completing the assignment within the
provided time frame. Here, it can be said that I was already having experience in conducting
research as I have conducted some other investigations in past life too. This has simply supported
me a lot in executing the whole research work as the part of my assignment in rightful manner.
My own personal experience related to investigation has supported me a lot in selecting
respondents which have been chosen by me through sampling technique were loyal and provided
support to me gathering information on the same by sharing related information with me in
detailed manner. At the initial time I have to place some additional efforts to convince managers
taken as the respondents to provide justified answers on the questions so that I can further make

use of these answers while drawing valid outcome towards the research. In addition to this, it can
be further said that my strong communication skills have also provided equivalent support in
convincing employees to share detailed information on the asked questions. Along with this, I
have also used communication skills in moulding the questions according to the requirement of
time so that best possible information can be taken out of the respondents. In addition to this, my
own experience related to effective team management have also contributed positive share into
this investigation. With my positive experience associated handling of team have supported me a
lot in making my research team work more effectively without creation of issues as well as
barriers in the overall research process. As a result, all of these stated experiences simply show
that how these have supported me in completing assignment work in quicker manner and also
allowed me to complete it within the provided time frame.
On the other hand, while emphasising on the negative experience related to the
assignment, it can be said that this investigation also consist of some of negative experience as
every experience has its two sided face. In context of my own experience related to this
investigation, it can be said that I have noticed that interview method was highly time consuming
as I have to personally interact with the entire respondent with the motive of gathering
information from them. Even though for making it more simpler and easier I have made use of
same question with every respondent at the time of gathering information from them but still it
was very difficult to interpret and analyze overall information gathered from the respondents in
appropriate form. This have created lots of difficulty for me and also created barrier for
completing the research and drawing valid outcome related towards the research problem in
appropriate manner. In order to handle the same problem, I have placed additional efforts and
also influenced my team members working with me in the same research to analyse overall
information received from the respondents. This has also supported me a lot in completing the
same investigation in lucrative form. This clearly shows that how effectively I had learned a lot
from the situation and also handled the situation effectively in such a manner that had never
placed influence on the completion of the assignment and its submission within the provided
time frame.
From the overall personal experience related to this investigation, it can be said that it
was good in terms of learning as it had made me learnt many skills such collaboratively working,

team working, researching skill, analytical skill, presentation, strong communication and many
other skills that will further help me out in conducting more effective research in the near future.
3. Review of models used
Apart from this, it can be said that I have used several models for completing this
assignment. Here, mainly for completing this project in an effective manner I had made use of
research onion as it is an effective framework have provided me clear guidance over the range of
methods that must be included by me for completing research project in the systematic manner
without compromising with the authenticity. Along with this, it can be further said that the
respective framework had supported me completing overall research within the predetermined
time frame. Away with this, I have also made use of different Literature review section as
another framework through which I had gathered all the required information from several
sources that would ultimately help me out in obtaining valid outcome towards the topic in
appropriate manner. In this, I have used books; journal and other published information so that i
could have gather maximum information on the proposed topic that had ultimately helped me out
in gathering maximum information on the same.
Professional Statement
The present investigation had been conducted on the topic to analyse the effect of soft
skills training on manager’s performance. The respective topic was acknowledged as one of the
most important topic that would definitely provide support to all readers and also provide them
support in enhancing their knowledge on soft skills and how it could help individuals especially
managers in executing their performance within the retail sector. The overall dissertation
conducted on the proposed topic has revealed that soft skills are highly important for the
business managers and other individuals who have to lead group people or few members. Also,
soft skill also includes good presentation skill and convincing skill of individual which helps
them out in attractive new client and winning their trust towards them in rightful manner. The
overall experience related to the execution of the research has developed my own knowledge on
importance of soft skill within the corporate world. Also, I got to realise that there are several
ways through which individual can easily enhance their soft skills. The main among them are
training and development session, workshops and others. After conducting this investigation I
have personally realised that development of soft skills among manager not only helps them out
in developing their relationship with the employees but at the same time they also gets

opportunity to accomplish their predetermined goals and objectives in quicker manner. In
addition to this, it can further said that by conducting research on this topic I have also got
opportunity to develop my soft skills too as I got opportunity to learn lots of skills such as
communication skills, problem solving, teamwork, time management, critical thinking, work
ethics and others. Development of these skills directly leads to improvement of soft skills which
would definitely help me out in developing positive relationship with the team members and
supports me in conducting more effective research in the near future in appropriate manner.
Interview Question
Q 1) Do you think, usage of soft skills helps retail sector in attracting maximum number of
customers?
Q 2) In your opinion, what is the positive impact of soft skills for the business organisations?
Q 3) What is the main benefit that retail sector company can easily attain with effective
implication of soft skills at workplace?
Q 4) What consequences does a business face while conducting training for soft skill
development?
Q 5) Have you ever attended soft skill training at workplace?
Q 6) What will you suggest to businesses for improving their quality of providing training to the
manager?
Q 7) Do you think, incorporation of soft skills supports company in retaining its staff for longer
time period at workplace?
Q 8) According to you, does training for soft skill development help manager in improving
business performance?
Q 9) To what extent social support factors influence training for soft skills at workplace?
Q 10) As per your views, what is the relationship between manager’s performance and training?

Gantt chart