Newssuper Kolkata, May 7 2026
In a continuous effort to elevate the standards of customer service and foster better relations with rail users, Commercial Department of Sealdah Division organized a comprehensive Soft Skill Training Programme for its frontline staff today.
The workshop focused on the critical role of “Soft Skills” in day-to-day railway operations, emphasizing that the behaviour of frontline personnel is the face of the Indian Railways. The training was specifically designed to improve public dealing, ensure effective communication, and build a more empathetic bond with passengers.
The session provided a clear roadmap for staff on how to manage diverse passenger needs through a structured “Do’s and Don’ts” framework.
*”Do’s”*
*Active Listening:* Patiently hearing out passenger grievances and queries before providing solutions.
*Empathy and Courtesy:* Using polite language and maintaining a helpful attitude, especially toward senior citizens, women, and Divyangjan (differently-abled) passengers.
*Clarity in Communication:* Providing accurate information regarding train timings, ticketing, and amenities in a clear and concise manner.
and follow the *7 points of Soft Skills* i,e- Communication, Emotional Intelligence, Time Management, Creativity, Critical Thinking, Adaptability and Team work.
*”Don’ts”*
*Avoid Confrontation:* Refraining from getting into heated arguments, even in high-pressure situations, and instead using de-escalation techniques.
*No Ambiguous Answers:* Avoiding the habit of giving vague or unverified information that could lead to passenger confusion.
*Neglecting Queries:* Ensuring that no passenger is left unattended at help desks or counters.
Divisional authorities noted that this training will have a direct and positive impact on public dealing. By bridging the communication gap, Commercial Department aims to transform every interaction into a seamless and pleasant experience for the commuters who rely on Sealdah Division.
Sealdah Division remains committed to the “Passenger First” philosophy.
