MANAGERIAL SKILLS

Personality Development (PD) Blocks:

• Self-imposed constraints and Impulsive evaluation. I begin tot think I may
not be able to do it…
• Need for unique answers and conformity. I hear from others that this is
how is was always done, I am not aware I just came to know so now I am
worried.
• How to cross failure and humiliation. This is a result of our incompetence
and prior preparation to attack.
• Allergy to ambiguity. I am not comfortable when the opposite party does
not specify and I am lazy not to have clarified.
• Confidence and high self belief and when you love yourself makes you
overcome fears.
• Starred sensibilities especially because of over-specialization- blocks you
thinking and we begin to thinks “ I am too smart”.
• Rigidity, biases, prejudices and stereotyping. I try not to innovate and
follow what has always been done, hence seem like ‘a new foot in an old
shoe’.

PD-The desired factor:

• Positive attitude by introspection - ASK- MVP- SMOC, SMART Goal
setting techniques that inspire.
• Empower & Encourage, you will have more who co-operate with you.
• Power through Co-operation and how to identify and align with key
personnel.
• Empathy. Flexibility & Adaptability - Keep ego & rigidity away.
• Listen to learn and learn to listen.
• Self Motivated, Self Starter.
• Result Oriented not just Activity Oriented - 100% commitment

PD-Self Vs Self:
• Self Awareness: Moods, Emotions & drives- its effect on self & others.
Have self-confidence and a good sense of humor.
• Self Regulation: Ability to control impulses, suspend judgment. Look
before you leap.
• Self Skills: Proficiency in managing relationships, networking & rapport.
Acquire effectiveness in leading & changing.

PD-Professional Etiquettes:
• Salutations. Never take these for granted that someone will understand
from gestures or facial expressions, just say and wish them.
• Responses. People expect that we are prompt and genuine just be that
way.
• Telecon etiquettes. Ensure you voice and tone is not disturbing others.
Use telephone for personal reasons sparingly.
• Stationery/equipment/ Office supplies etiquettes, Usages- infrastructure &
Machinery. Remember the company is also paying for this to ensure you
work smoothly do not take mean advantage of the same. value company
property.
• Personnel etiquettes. Be aware of manners and timing so that it does not
sound like an insult to others or inconvenience them in any way.
• Email protocols. Never forward trash emails or chain mails. Email to
concerned personnel data or responses promptly.

Courtesies Manners & Vices:

• As Oil for wheels and a machine, so is courtesy to human contact. Treat-
treated.
• Courtesy not only to customers. “Oh what a hard Day”
• Salutations & Wishes – taken for granted. (give to get in return).
• Listening skills –keep an open mind and do not clog the intake out by your
own thoughts..

Personally YOU:
• “A man without a smile shouldn’t open his shop”.
• External appearance – first Influence & impression. – this is the lasting
impression. Take care of Hygiene and grooming.
• Speak up or show up –see what’s best, because you have to show only
what is best to both you and the front person.
• How to be, look and behave approachable. People are also on the look
out to find comfort in someone they belief in and can reply on.
• Much attention & time devoted – ‘spit & polish. Yes ‘Chakka Chak’ you
must shine above all.
• Affects on inner morale. Dressing, countenance & 0utput. Once you take
care of your personality you automatically become more confident.
• The feel of BIG, GREAT, FANTASTIC & HAPPY. Think big and have a
wider canvas to work into, its about see a bigger picture yeaers later.

Techniques to stay Connected:

• Cultivator: “switchboard” come up with options for any problems and
enquiries.
• Promoter: Offer a Vision to your colleagues and peer
• Nurturer: Repose = Result. Ensure you lead new entrants and new
comers to the company or department- they will respect you more.
• Indicator: Regard for another is also a soft skills that requires you to learn
the art of aligning..
• Appreciator: Learn to track personnel’s credits and achievements and
congratulate them, they will honour and respect you too.

Ego and Self Management – Ways to self improvement: Tolerance is

courtesy =leads to harmony. The use of Emotional Intelligence:
• Selfishness, not ignorance = courtesy fall.
• Appreciate with Ands’ not Buts’.
• Speed, Pace & Accuracy = Value addition.
• Be in business for yourself. Be a service centre.
• Fixer not Finger pointer. Discussions, grouses & grievances-proper forum.
• Work and behave as if this is your investment.
• Be amiable and amicable, we need one another to reach the top.
• Compliment - ‘Thank-you’ or Congratulation’ notes.
• True character and discipline is revealed by what he does when no one is
watching.
• In arguments - never severe the connection.
• Problems -ACT but most often we REACT.
• Belief - The Dare to overcome inferiority. Never underestimate self.
• Co-operation must be earned not demanded.
• Facilitators are mere guiding factors. YOU know what’s best for YOU.

Telephone Etiquettes- A Recall to another aspect:

• Never say your message is urgent unless it is.
• Be specific and concise when leaving a voice-mail message; don’t ramble.
• Leave your name and number, slowly, at the beginning and end of your
message.
• As with other communication technology, confidential or sensitive
information should not be delivered using this medium. You don’t know
who may have access to the person’s voice mail.
• Well prepared is well faced. Truth, brevity and full knowledge of
expectations.
• Paraphrase the question before answering it. This clarifies it in your mind
and to make sure you understand the question.
• Poor individual interpersonal skills results in losses, noting details and not
relying on memory is the best way of communicating.

Email Etiquettes – a rewind to finer tune your skill:

• Responses: Don’t “flame” people. If you use antagonistic words or critical
comments, known as “flames” in cyber-speak, it can hurt people and
cause awkward situations. Not the place to make negative comments.
• E-mails - If client/ customer’s e-mail - respond within at-least 24 hours.
• Unsolicited e-mails- Ensure value to recipient. If you don’t, they may very
well consider it “spam” “junk mail” and delete it unread.
• Nothing is private. No such thing as private e-mail. Even deleted
messages can be accessed by software programs/ on-line services.
Before a click on “send,” consider what may happen if the message is
read by someone else -- like the boss.
• CC Or Not to CC? Just like a regular memo, you may want to send copies
– find out relevance or personnel and matter.
• Never assume anything. You may be an Internet pro, familiar with the
lingo and various emotions, don’t assume the recipient is.
• Check spelling and punctuation. Most e-mail software will locate
misspelled words; some also check for grammar. Use these features, take
a minute before a click “send” to review message.

Steam and Team up to a Change:

• Inspire & Motivate others:
• Arouse enthusiasm. Commitment 100%.
• Empower, encourage, inspire, and trust others.
• Develop Power through co-operation. Identify key people & align with
them.
• Develop friendly relationships.
• Consensus Decision Making – Seek to understand others’ point of view.
• All care must be taken to ensure that senior personnel are not offended.
• Keep hierarchy/seniority and protocol in mind.
• Confidentiality must be maintained as per requirement.

CUSTOMER RELATIONSHIP MANAGEMENT (CRM) Check- in brief: Before

call to customer:
• Exact name (spelling), Designation, department etc.
• The right time to speak. Enquire right person at the other end, if not
suggest/ask the next right time and day (cater for time zones).
• Clarity of thought on subject…Back up (documents). Copies for
customer/client.
• Check customer comfort zones on food and beverage habits/preferences.
If at a Restaurant - Billing- be a perfect host- PAY THE BILL.

CRM RE-DEFINED IN DETAIL:

• Direct & advanced technology use.
• Identify best customers. Raise loyalty through targeted results.
• Proper use of customer database to increase loyalty.
• Ensure customer & organisation interaction.
• Identify why customer is most valuable.
• Provide customised services and responses.
• Align business processes with customer strategies.
• Understand customer demand before supply.
Non-verbal:
• Care…Hair, Dress, perfume, hygiene, Facial and expressions, no side bar
conversations. Hand softness ( use moisturizer)
• Motivate team players to be more sensitive to customer needs.
• Remove Attitude Barriers. “Oh no, not that customer again!” from the mind
and thought process.
• Technology cannot help if attitude is incorrect or does not exist.
• Be concerned & sensitive. Identify value of customers with examples.

CRM: Begin to Wind up well:

• Clarity of thought on subject…Back up (documents). Copies for
customer/client.
• Check your customer comfort zones on food and beverage
habits/preferences.
• Some wine and dine habits. Fair idea of venue and services
• Billing- be a perfect host
• Eagerness to meet again, for better interaction and professional benefits.
• Be a thorough professional: The see off, conveyance, other final touches
(gifting).
• Give the feeling of panache. Feel good factor. Praises in abundance (right
time & place/person).
• A check back: Have you reached safely sir? Hope your visit was fruitful?
Will be glad to see you again.

Presentations:
• Better know – PAL- Purpose – Audience and Logistics before you get into
a presentation.
• PIE- Am I doing a presentation to Persuade, Inform or Explain?
• EMI - Emotionally - Understanding the time and the reason and the topic
and whether it is of concern to the receiving party – in such cases they
may disconnect so keep your motivation high, for processing your query or
conversation. Morally you are responsible top deliver as expected and
possibly more. Intellectually – you must ensure you have covered all
points and concerns for the client.
• Avoid Groupism between colleagues in customer presence.

Meeting Manners:
• Agenda: Title of coy / group. The agenda along with
• Invitation / letter giving information of scheduled meeting,
• be given to attendees in advance as per company policies.
• Enables preparation, fruitful & smooth conduct Meeting.
• Exact venue and date. Time of commencement of
meeting.
• Names of the expected attendees. Time the meeting is expected to
end.
 • Objective/ reason of meeting. List issues to be discussed/
resolved.
• Background / backup material and indication of preparation to attendees.
• Previous meeting minutes and status of follow-up on matters discussed (to
be read & confirmed) before commencement of this meeting.
• Any other matter with the permission of the chair
• Note: Come prepared to answer your portion of issues. Bring back-up
material to substantiate claim. Politeness & decency conforming to
protocol must be adhered to.
• Be on time, punctuality helps timely conduct & conclusion of meetings.
• Never interrupt others. It is the chairperson’s responsibility to intervene.
• Never monopolise – speak briefly irrespective of your position.
• Never distract self or others. Concentrate and add value as per agenda.
• Do not take recourse in emotional scorn/ un-official remarks. (yelling/
dramatics)
• Respect the Chairperson irrespective of seniority.
• Never monopolise – speak briefly irrespective of your position.
• Never distract self or others. Concentrate and add value as per agenda.
• Do not take recourse in emotional scorn/ un-official remarks. (yelling/
dramatics)
• Respect the Chairperson irrespective of seniority.
• Meeting Manners. Be in time with all desired documents and latest update
of matters undertake and expected to be put forth to the members. Ensure
copies for all present individually.

Introspective questions:
• Am I committed to getting there?
• Am I motivated enough to achieve?
• Am I inculcating the right of attitude?
• Am I achieving my goals?
• Am I committed to personal mastery & seeking opportunities to enhance
my skills?
• Am I open to new ideas?
• Am I sincere, loyal & dependable?
• Am I committed to excellence or happy with the non-descript?
• Would I feel a sense of pride & achievement when I get there?
• What is it that I see as my future?

“As you begin any new task or assignment, it is your attitude more than anything
else that will determine your success”.