Professional Documents
Culture Documents
Details number
1. Planning 3
2. Policy making 7
3. Decision making 9
4. Coordination 13
5. Communication 15
6. Motivation 22
7. Leadership 28
8. Control 35
9. Effective listening 38
10. How to speak effectively 40
11. Perception 41
12. Negotiation 43
13. Collective bargaining 47
14. Learning 48
15. Six thinking shoes 50
16. Six thinking hats 51
17. Coping stress at work 52
18. Managing stress 57
19. Characteristics of high performing teams 68
20. Group discussion 70
21. Effective habits 79
22. Interview tips 85
23. Improving memory 89
24. Social behaviour 97
25. Social settings 98
26. Body language 99
27. Dressing codes 102
28. Business etiquette 105
29. Selling Skills 108
30. Telephonic skills 113
31. Resume building 118
I. Unity of Programme
V. Precision in Programming
IV. The plans are classified in the following ways according to time factor
a. Production Planning
b. Process Planning
c. Materials Planning
d. Marketing Planning etc.,
I. Nature
1. Political Policy
2. Programme Policy
3. Administrative policy
4. Work or operation policy
1. Originated Policy
2. Appealed Policy
3. Externally Imposed Policy
a. Planning
b. Organising
c. Staffing
d. Directing
e. Controlling
I. Meaning
a. The first approach was developed during the period 1940 to 1950 –
Two important experts – Chester I Barnard and Herbert A Simon.
c. The third approach was developed during the period 1960 and
after.
BASIC COMMUNICATION
“Communication is the mutual exchange of information and understanding by any
effective means” – L Donaldson & E Scannell.
For Sender
a. What do I Intend to say or write
b. What will I actually say or write(despite good intentions)
c. What will be the emotional impact of what I say or write
For Receiver
d. What does he expect to hear or read
e. What will he actually read or hear(despite what is written)
f. How will he feel about what he reads or hears.
1. Formal Channel
I. Types of Grapevine
a. Single Strand
b. Gossip
c. Probability
d. Cluster
II. Rumour
3. Oral Communication
4. Written Communication
a. Downward Communication
b. Upward Communication
7. Criticism
c. Horizontal Communication
I. Henry Fayol has opined that manager should have high degree
of efficiency in giving order as through orders either he can
motivate or dissatisfy his subordinates..
a. General or specific
b. Written or Oral
d. Timing
e. Follow-up of order
a. Clarity
b. Adequacy
c. Timing
d. Integrity
I. External barriers
a. Semantic Barriers
1. Badly expressed message
2. Faulty translation
3. Unclarified Assumptions
4. Specialists language
a) Premature Evaluation
b) In attention
c) Loss by transmission and poor retention
d) Undue reliance on the written word
e) Distrust of Communicator
f) Failure to communicate
c. Organisational barriers
1. Organisational Policy
2. Organisational rules and regulations
3. Status relationships
4. Complexity in organisation structure
5. Organisational facilities
d. Personal barriers
1. Barriers in Superiors
a) Attitude of superiors
b) Fear or challenge to authority
c) Insistence on proper channel
d) Lack of confidence in subordinates
e) Ignoring communication
f) Lack of time
g) Lack of awareness
2. Barriers in subordinates
a) Unwillingness to communicate
b) Lack of proper incentive
I. Clarity in idea
V. Appropriate Language
Tension Tension
Behaviour Motives(needs) Wants (release of
tension)
Environments Incentive
a. Physiological needs
b. Safety(security) needs
c. Social needs
d. Esteem(Recognition) esteem needs
e. Self Actualization needs
a. Motivational Factors
e. This theory does not attach much importance to pay, status or inter-
personal relationships which are held generally as important contents of
satisfactions.
a. Theory X
1. The expenditure of physical and mental effort in work is nature as play or rest.
Depending upon controllable conditions, work may be a source of satisfaction
or a source of punishment.
2. External control and the threat of punishment are not the only means for
bringing about efforts towards organisational objectives. Man will exercise
self direction and self control in the service of objectives to which he is
committed.
3. Commitment to objectives is a function of the reward associated with their
achievement. The most significant of such award, eg., the satisfaction of ego
and self actualisation needs, can be the direct product of effort directed
towards organisational objectives.
4. The average human being learns under proper conditions not only to accept
but to seek responsibility. Avoidance of responsibiity, lack of ambition, and
emphasis on security are generally consequence of inherent human
characteristics.
5. The capacity to exercise a relatively high degree of imagination, ingenuity and
creativity in the solution of organisational problem is widely, not narrowly,
distributed in the population.
6. Under the condition of modern industrial life, the intellectual potentialities of
the average human beings are only partially utilised.
Manufacturing Unit
Executive
Zp Staff
Zpd
Divisions
Department Working Group
II. If the above does not occur, then the behaviour will be only
temporarily suppressed and will appear when the punishment is
removed. Furthermore, the suppressed behaviour may cause
the person to be fearful and anxious.
1. Adequate Motivation
2. Analysis of Motives
3. Simplicity in Motivational System
4. Uneven motivation
vii. Incentives
II. The successful organisation has one major attribute that sets in
apart from unsuccessful organisation that is dynamic and
effective leadership.
a. Leader
b. The follower
c. Other variables
I. Motivating employees
II. Creating Confidence
III. Building Morale
IV. Leadership Theories
a. Supervisory ability
b. Achievement
c. Motivation
d. Self actualising
e. Intelligence
f. Self assurance
g. Decisiveness
a. Innate Qualities
1. Physical Feature
2. Intelligence
b. Acquirable Qualities
1. Emotional Stability
2. Human Relations
3. Empathy
4. Objectivity
5. Motivating Skills
6. Technical Skills
7. Communicative Skills
8. Social Skills
v. Behavioural Approach
a. Functional or favourable
b. Dysfunctional or unfavourable
a. Leaders
b. Followers
c. Goal
d. Environment
a. Autocratic leadership
1. Strict autocrat
2. Benevolent autocrat
3. Incompetent autocrat
b. Participative leadership
a) Democratic supervision
b) Production
c) Committees
d) Suggestions
e) Programmes
f) Multiple Management
a. Leadership
b. Motivation
c. Communication
d. Interaction and influence
e. Decision making process
f. Goal setting
g. Control process
a. Exploitative autocratic(system1)
b. Benevolent autocratic(system2)
c. Participative (system3)
d. Democratic (system4)
High consideration and low structure High structure and high consideration
Low structure and Low consideration High structure and Low consideration
a. Task orientation(TO)
b. Relationship orientation(RO)
c. Effectiveness
Related Integrated
RO
Separated Dedicated
Human
Relations
0
Very unfavourable Unfavourable Favourable Very Favourable
1. Adjustments in operations
2. Policy verification
3. Managerial Responsibility
4. Psychological Pressure
5. Coordination in action
6. Organisation efficiency and effectiveness
1. Output
2. Expense
3. Resources
b. Measurement of performance
II. Peter Drucker has identified eight key results areas where
objectives should be set and controls should be exercised
namely
a. Market Standing
b. Innovation
c. Productivity
d. Physical and financial resources
e. Profitability
f. Manager performance and attitude
g. Development
h. Worker performance and attitude
i. Public Responsibility
III. Holden, Fish and Smith have identified 13 key control areas,
namely
a. Policies
b. Organisation
c. Personnel
d. wages and Salaries
e. Costs
f. Methods and manpower
g. Capital expenditure
h. Service department efforts
i. Line of products
j. Research and development
k. Foreign operations
l. External relations
m. Overall control
• Selective Listening
• Talking Speed
• Personal interests
• Lack of Interest
• Speed of thought
• Reactions to the speaker
• Beliefs and attitudes
• The words we hear
• Listening expectations
• Physical Distractions
2. Psychological Attending
i. Central theme
ii. Keep open mind
iii. Think ahead
iv. Analyse & evaluate
v. Don’t interrupt
i. Ask the right question to ensure you hear the full story.
3. Show him that you want to listen - Look and act interested. Do not read
while he talks. Listen to understand
rather than to oppose.
a. Right Speed
Most of us speak faster than normal when we stand up in front up of a group.
If you speak very fast the audience will have difficulty following what you
are saying.
Deliberately try to speak slowly(unless your normal speaking voice is slow).
Every so often during your speech, slow down your speed..
b. Clear Speech
Speak your words clearly, particularly the end of each word. Speak sentences
clearly, particularly the end of each sentence.
If you cut off the end of words or sentences or lower your voice, the audience
will not hear you.
c. Interesting Voice
Change the pace of your voice during a speech, to emphasize points and to
hold attention.
d. Eye Contact
Look at people in your audience as much as possible while you are speaking.
This shown that you are talking to them.
e. Express Feelings
Make your voice interesting by changing the pace and pitch when you are
speaking. You can get across a feeling of warmth by sending and lowering the
tone of your voice slightly(it is good practice getting warmth into your voice,
by speaking out lower to yourself).
Your face shows feelings as well. Smile occasionally, to show that you are
feeling friendly and relaxed(unless you are treating about a particularly serious
matter.
f. Holding Attention
In the way that you stand or sit shows that you are alert and fairly
relaxed.(don’t slouch, don’t fidget).
Use your hands, your face and body movement, to emphasize what you are
saying if you feel comfortable doing this.
But avoid fiddling(with a pen, papers, etc) or nervous movement that distracts
attention from what you are saying.
Thus, perception is the experience of objects and events based on the information
provided by the senses. People’s perceptions are determined by their needs.
Aspects of perception :-
There are several aspects of perception which relate to communication skills. These
are mentioned below :-
i. Selective perception :-
It means seeking what one wants to see. In our regular activities, we like
to see those things which please us and we reject or ignore the things
which are unpleasant to us. Hence, we manage to overlook many stimuli
from the environment that do not fit into our current perception of things.
ii. Stereo-typing :-
iii. Projection :-
It is the just the opposite of “Halo Effect”. In this one bad characteristic is
allowed to influence the overall judgment.
ii. Transformation of Detail :- The words are changed into more familiar
language leading to mistranslation.
TRAINERS CAREFULNESS :-
• It is necessary for the trainer to be careful. He can
• Use the Army method of telling. Tell him what you are going to tell
him, then tell him what you him.
Introduction :-
“To get to the promised land you have to negotiate your way through the
wilderness”
What is Negotiation ?
Negotiation is a field of knowledge and endeavour that focuses on gaining the
favour of people from whom we want things.
Then arises the question what do we want? The answer to this is very simple.
We want all sorts of things: prestige, freedom, money, justice, status, love, security
and recognition.
a. Information :-
The other side seems to know more about you and your needs than you
know about them and their needs.
b. Time :-
The other side doesn’t seem to be under the same kind of organizational
pressure, time constraints and restrictive deadlines you feel you’re under.
c. Power :-
The other side always seems to have more power and authority than you
think you have.
STYLES OF NEGOTIATING
a. Winning at all costs --- Soviet Style
i. Experience
ii. Information
iii. Role
I. Establish trust
II. Obtain information
III. Meet his needs
IV. Use his ideas
V. Transform relationship to collaboration
VI. Take moderate risk
VII. Get his(Sellers) help
2. Gaining Commitment
3. Managing opposition :-
a. Idea opponents
a. More misunderstanding
b. Easier to say no
c. Much quicker
d. More competitive
e. Greater risk
f. Advantage – caller
c. A graceful exit
iii. Moving up
Introduction :-
Another important sector in negotiation is collective bargaining. This is done
to attain balance of power, collective barganing is used. It was said, “We do not fear
to negotiate but do not negotiate out of fear.” This is the basic of collective
bargaining. In the words of Mr John T Dunlop collective bargaining is
Later as we think about how much the behaviour has inconvenienced us or hurt us, we
often build up anger or resentment or we feel upset, irritated, or bitter.
Anger often acts like an umbrella to cover up our deeper feelings. Anger is used as a
weapon to keep people from knowing vulnerability and so we use it to protect
ourselves. However, anger is a self-defeating choice because it usually does not
produce a change in behaviour and often encourages the other person to get angry
back at us rather than work on the problem.
Anger is a learned response, which probably grew out of our childhood experiences
with our parents and teachers. We learned that our parents and teachers in certain
situations did not express certain emotions such as fear, disappointment, or shame
because the expression of these feelings left them open to attack.
When some is causing you a problem, if you tell them how angry or upset you are, the
person will probably feel criticized and his/her, reaction, is likely to be :
If you STOP and think back to what your first feelings were and then express those
feelings rather than anger :-
a. Passive learning :- Where we are silent and let the person talk. We communicate
our interest and concern by our non-verbal behaviour.
b. Active learning :- Here we help the sender to understand both the thoughts and
feelings of his communication. The listener doe this by stating in his own words
what he has heard and the feelings he has observed.
1. NAVY FORMAL
DRILLS AND ROUTINES
SHOES
6. PURPLE RIDING
AUTHORITY
BOOTS
2. RED FEELINGS
P Arousal Stress
e
f
o
r
m
a
n
c
e
6. Stress at work
ii. Contribution to over load
Leisure Activities
OVERLOAD
Others
Job
Social Activities
External Pressures
Internal Pressures
8. Staying healthy
i. Exercise
ii. Sleep
iii. Relaxation
iv. Bio-feedback
v. The Alexander Technique
vi. Massage
vii. Yoga
viii. Meditation
ix. Spritual beliefs
x. Play
11. Communication
i. Social skills
ii. Perception
iii. Non-verbal communication
iv. Chains of communication
v. Discussing or fighting
a. Fighting dirty
1. Name calling
2. Personal criticism
3. Generalizations
4. Digging up the past
5. Silence
6. Non-cooperation
7. Aliance
8. Mind reading
b. Fighting fairly
1. Talk in the present
2. Be specific
3. One change at a time
4. Present your side of the argument
5. Explain what you will do
6. Explain the impact of the other person’s behaviour
7. Complete interaction
8. Contradictory principles
9. Non-verbal skills
10. Non-verbal cheating
11. Bling them with science
12. performance in all
1. Over-stretched
2. Under-stretched
Most people realize that aspects of their work and lifestyle can cause stress. While
this is true, it is also important to note that it can be caused by your environments and
by the food and rink you consume. There are several major sources of stress:
Survival Stress:
This may occur is cases where your survival or health is threatened. Where
you are put under pressure, or where you experience some unpleasant or
challenging event. Here adrenaline is released is released in your body and
you experience all the symptoms of your body preparing for “fight or flight”.
These mainly occur as your body adapts to perceived physical threat, and are
caused by release of adrenaline. Although you may perceive these as unpleasant and
negative, they are signs that your body is ready for the explosive action that assists
survival or high performance.
These occur where your body has been exposed to adrenaline over a long
period. One of the ways adrenaline prepares you for action is by diverting resources to
the muscles from the areas of the body, which carry out body maintenance. This
means that if you are exposed to adrenaline for a sustained period, then your health
may start to deteriorate. This may show up in the following ways:
• Change in appetite
• Frequent colds
Asthma
Back pain
Digestive problems
Headaches
Skin eruptions
Sexual disorders
Aches and pains
Feeling of intense and long-term tiredness
When you are under stress or have been tired for a long period of time you
may find that you are less able to think clearly and rationally about problems. This
can lead to the following internal emotional “upsets”.
• Worry or anxiety
• Confusion, and an inability to concentrate or make decisions
• Feeling ill
• Feeling out of control or overwhelmed by events
• Mood changes:
o Depression
o Frustration
o Hostility
o Helplessness
o Impatience & Irritability
o Restlessness
• Being more lethargic
When you or other people are under pressure, this can show as:
The level of stress under which you operate is important. If you are not under
enough stress, then you may find that your performance suffers because you are bored
and unmotivated. If you are under too much stress, then you will find that your results
suffer as stress related problems interfere with your performance.
It is important that you recognize that you are responsible for your own stress
– very often it is a product of the way that you think. Learn to monitor your stress
levels, and adjust them up if you need to be more alert, or down if you are feeling too
tense. By managing, your stress effectively you can significantly improve the quality
of your life.
Handling Depressions
The following points may help in handling depression before it gets serious:
If you are already suffering from a mild form of depression, then the following
suggestions may help you to deal with it.
Self-confidence:
Where lace of self-confidence is a factor, there are a number of things you can
do.
o Start to set personal goals:
This will help you to give yourself direction in life, and will help you to
acknowledge that you can achieve useful and important things.
o Write down a list of the things that you can do well, and of the positive
parts of your personality:
Ignore’ virtues’ like humility and modesty – these are not good for your
self-confidence or well-being. Be proud of your good points – they can
help you to contribute positively to the world.
Positive thinking:
Relationships:
o Assertiveness:
If you are failing to assert yourself, you may find that other people are not
paying attention to your wants and needs. This can be upsetting and
humiliating. Learn to express your wishes firmly, but only be confrontational
if absolutely necessary. Assertiveness training can be beneficial in learning to
do this.
o Social Skills:
If your relationships are difficult, then you may identify that difficulties lie in
the way in which you deal with other people. In this case some form of social
skills training may be beneficial. Alternatively if you can identify where things
are going wrong, you may be able to set goals to overcome the problem.
o Other people:
It is early to assume (especially when you are depressed) that the fault in
relationship problems lies with you. This may or may not be the case.
Examine your relationships rationally: you may find that people around you
are causing problems – there are some extremely rude, awkward, arrogant or
confused people in the word. If people are making your life worse, then you
may be better off without them.
Rational Thinking
Once you are aware of your negative thoughts, write them down and review
them rationally. See whether the thoughts have any basis in reality. Often you find
that when you properly challenge negative thoughts they are obviously wrong. Often
they persist only because they escape notice.
Meditation
Slows breathing
Reduces blood pressure
Helps muscles relax
Give the body time to eliminate lactic acid and other waste products
Reduces anxiety
Eliminates stressful thoughts
Helps with clear thinking
Helps with focus and concentration
Reduces irritability
Reduces stress headaches.
Meditation Techniques
• Breathing:
A useful method may be to focus your attention on your breathing.
Concentrate on breaths in and out. You can accompany this by counting your
breaths using the numbers 0 to 9. You can visualize images of the numbers
changing with each breath. Alternatively you could visualize health and
relaxation flowing into your body when you inhale, and stress or pain flowing
out when you exhale.
• Focusing on an object:
Here you completely focus attention on examination of an object. Look at it in
immense detail for the entire meditation. Examine the shape, colour
differences, textures, temperature and movement of the object. Objects often
used are flowers, candle flames or flowing designs. However you can use
other objects equally effectively (eg. Alarm clocks, desk lamps, or even coffee
mugs!
• Imagery:
This can be a very refreshing and pleasant way of meditating. Here you create
a mental image of a pleasant and relaxing place in your mind. Involve all your
senses in the imagery: see the place, hear the sounds, smell the aromas, feel
the temperature and the movement of the wind. Enjoy the location in your
mind.
You may find that your attention keeps breaking as your worry that time runs
out. In this case it may be easiest to set an alarm to go off when you should
stop meditating.
You will find that as you practise meditation your attention will improve.
These are useful where physical processes in your body cause stress: perhaps
where muscles are tense, or where you are experiencing the effects of adrenaline.
Taking Exercise:
Taking frequent effective exercise is probably one of the best physical stress
reduction techniques available. Exercise not only improves your health and reduces
stress caused by unfitness. It also relaxes tense muscles and helps you sleep.
Exercise has a number of other positive benefits you may not be aware of:
• It improves blood flow to your brain, bringing additional sugars and oxygen
which may be needed when you are thinking intensely.
• When you think hard, the neurons of your brain function more intensely. As
they do this they build up toxic waste products that cause foggy thinking in the
short term, and can damage the brain in the long term. By exercising you
speed the flows of blood through your brain, moving these waste products
faster. You also improve this blood flow so that even when you are not
exercising. You also improve this blood flow so that even when you are not
exercising, waste is eliminated more efficiently.
• It can cause release of chemicals called endorphins into your blood stream.
These give you a feeling of happiness and well-being.
Time management is a set of related practical skills that help you to use your
time in the most effective and productive way possible. Time management helps you
to reduce work stress by being more in control of your time and by being more
productive. This ensures that you have time to relax outside work.
When you are under stress it is very easy to lose perspective. Problems that are
relatively minor can take on a apparent size that makes them seem difficult and
intimidating. Naturally this feeds your feeling of stress, which makes your problems
feel worse, which feeds your feeling of stress.
Being in control
When you are in control of your life, you can control the level of stress you
face. When you are out of control and unable to schedule events, then you cannot
prevent stress building on top of stress. You will experience unpleasant peaks and
troughs stress. The feeling of being out of control is unpleasant and stressful in its
own right.
Change:
It is important that you learn to welcome change – otherwise you will expose
yourself to intense stress. You will be aware that we are currently in the middle of a
huge information revolution. As this runs its course, it has impact on attitudes of other
peoples. Relations with other people can be either very satisfying or very stressful
and unpleasant. While a certain amount of this comes down to their personalities,
your attitude has a surprisingly large effect on the way that other people respond to
you.
It is important when you are trying to improve the quality of relationships that
you understand the difference between managing them and exploiting them. When
you manage a relationship you are improving it for mutual advantage.
• Be assertive:
When you deal with other people, you should confidently project your
right to have your views taken into consideration. This does not mean
aggressively insisting on getting your own way, which irritates other
people and tramples on their rights. If you are not assertive then you will
probably not be noticed. Your triumphs will not be given their due weigh
and your needs will not be given proper attention.
If your living and working environments are badly organized then they can be
a major source of stress. If your environments are well organized and pleasant, then it
can help to reduce stress and increase productivity. Remember though that while it
may be important for people under stress to have a calm environment, others may
enjoy the raised levels of arousal associated with the ‘buzz’ of a busy office.
While the points listed may each contribute only in a small way to creating a
more pleasant environment, taken together they can have a significant effect in
reducing stress.
• Effective team leaders adjust their style to provide what the group cannot
provide for itself.
• None of us is as smart as all of us.
• No development stage is bad. Each stage is part of the journey toward
production.
• The most important functions of a team leader is to help the group move
through the stages of development.
• You will never, never, never have an empowered, self-directed team unless
the manager is willing to share control.
• The words manager and educator are synonymous.
• Empowerment is all about setting goals so that others can get going.
Group Interaction
Contents Process
OBJECTIVE
Lets start from the basic. One needs to know what one's objective in the group
is. A good definition of your objective is - to be noticed to have contributed
meaningfully in an attempt to help the group reach the right consensus. What
does this essentially mean?
1. The first implication is that you should be noticed by the panel. Merely
making a meaningful contribution and helping the group arrive at a consensus
is not enough. You have to be seen by the evaluating panel to have made the
meaningful contribution. What does that mean in practice?
• You must ensure that the group hears you. If the group hears you, so
will the evaluator. That does not mean that you shout at the top of your
voice and be noticed for the wrong reasons.
• You have to be assertive. If you are not a very assertive person you
will have to simply learn to be assertive for those 15 minutes.
Remember, assertiveness does not mean being bull-headed or being
arrogant.
• And most importantly, you have to make your chances. Many group
discussion participants often complain that they did not get a chance to
speak. The fact is that in no group discussion will you get a chance to
speak. There is nothing more unacceptable in a GD than keeping one's
mouth shut or just murmuring things which are inaudible.
• The quality of what you said is more valuable than the quantity. There
is this myth amongst many group discussion participants that the way
to succeed in a group discussion is by speaking loudly and at great
length. One could not be more wrong. You must have meat in your
arguments.
Always enter the room with a piece of paper and pen. In the first 2
minutes, jot down as many ideas as you can.
If it is a topic where you are expected to take a stand, say for example,
"Should India sign the Comprehensive Test Ban Treaty?" note down
points for both sides of the argument. It will be useful on two counts –
One, if you do not start the GD and are not amongst the first five
speakers and find that everyone in the group is talking for the topic,
then it makes sense to take the alternate approach and oppose the topic
even if you initially intended to talk for the topic.
Everybody else will state the obvious. So highlight some points that
are not obvious. The different perspective that you bring to the group
will be highly apprecaited by the panel.
These are some of the other factors that could swing the chances
completely in your favour.
• You must demonstrate the fact that you are capable and inclined to
work as part of a team.
• Leadership skills:
Ability to take leadership roles and ability to lead, inspire and carry the team
along to help them achieve group's objectives.
• Communication skills:
• Interpersonal skills:
Example: To remain cool even when someone provokes you by with personal
comment, ability to remain objective, ability to empathize, non-threatening
and more of a team player.
• Persuasive skills:
In terms of ability to analyze and persuade others to see the problem from
multiple perspectives without hurting the group members.
Ability to come out with divergent and offbeat solutions and use one's own
creativity.
Example: While thinking of solutions, don't be afraid to think of novel
solutions. This is a high- risk high-return strategy.
• Conceptualizing skills:
The ability to grasp the situation, take it from the day to day mundane problem
level and apply it to a macro level.
Example: At the end of the discussion, you could probably summarize the
findings in a few sentences that present the overall perspective.
• The group may be given a case study and asked to come out with a
solution for a problem.
• The group may be given a topic and asked to discuss on the same.
A panel will observe the proceedings and evaluate the members of the group.
• Take time to organize your thoughts. Think of what you are going to say.
• Don't start speaking until you have clearly understood and analyzed the
subject.
• Work out various strategies to help you make an entry: initiate the
discussion or agree with someone else's point and then move onto express
your views.
• Opening the discussion is not the only way of gaining attention and
recognition. If you do not give valuable insights during the discussion, all
your efforts of initiating the discussion will be in vain.
• Language skills are important only to the effect as to how you get your
points across clearly and fluently.
• Don't lose your cool if anyone says anything you object to. The key is to
stay objective: Don't take the discussion personally.
• Always be polite: Try to avoid using extreme phrases like: `I strongly
object' or `I disagree'. Instead try phrases like: `I would like to share my
views on…' or `One difference between your point and mine…' or "I beg
to differ with you"
• If you have a group of like-minded friends, you can have a mock group
discussion where you can learn from each other through giving and
receiving feedback.
• Apart from the above points, the panel will also judge team members for
their alertness and presence of mind, problem-solving abilities, ability to
work as a team without alienating certain members, and creativity.
Wise men learn from others mistakes, while the less fortunate, from their own.
• Emotional outburst
Gautam believed that the more he talked, the more likely he was to get
through the GD. So, he interrupted other people at every opportunity. He
did this so often that the other candidates got together to prevent him from
participating in the rest of the discussion.
Krishna was happy to have got a group discussion topic he had prepared
for. So, he took pains to project his vast knowledge of the topic. Every
other sentence of his contained statistical data - "20% of companies;
24.27% of parliamentarians felt that; I recently read in a Jupiter Report
that..." and so on so forth. Soon, the rest of the team either laughed at him
or ignored his attempts to enlighten them as they perceived that he was
cooking up the data.
• Its your analysis and interpretation that are equally important - not just
facts and figures.
• You might be appreciated for your in-depth knowledge. But you will
fail miserably in you people skills.
Such a behavior indicates how self-centered you are and highlights your
inability to work in an atmosphere where different opinions are expressed.
• False starts are extremely expensive. They cost you your admission. It is
very important to listen and understand the topic before you air your
opinions.
• Listen! It gives you the time to conceptualize and present the information
in a better manner.
• Some mistakes are irreparable. Starting off the group discussion with a
mistake is one such mistake, unless you have a great sense of humor.
Sumati was very nervous. She thought that some of the other candidates
were exceptionally good. Thanks to her insecurity, she contributed little to
the discussion. Even when she was asked to comment on a particular point,
she preferred to remain silent.
• Your personality is also being evaluated. Your verbal and non verbal
cues are being read.
• Remember, you are the participant in the GD; not the evaluator. So,
rather than evaluating others and your performance, participate in the
discussion.
Focus on your strengths and do not spend too much time thinking about
how others are superior or inferior to you. It is easy to pick up these cues
from your body language
Group discussion allows you to exchange information and ideas and gives you
the experience of working in a team. In the work place, discussions enable
management to draw on the ideas and expertise of staff, and to acknowledge
the staff as valued members of a team.
• Initiator:
'Let's take a local perspective on environmental responsibility. Maybe a fast-food
outlet?'
• Information seeker:
'Does anyone know what Bentley Beta Burgers does with its garbage? Does it
recycle?'
• Information giver:
They won a local government award last year for running an environmentally
friendly operation.' · Procedure facilitator: 'I'll write this down to keep track of our
discussion.'
• Opinion seeker:
'Do you think they're really responsible or is it just a bit of good PR?'
• Opinion giver:
'I think it's a combination of the two, but at least they're taking the issue seriously.'
• Clarifier:
'We need to get hold of Betta Burgers' annual report to get a better picture of what
they're doing.'
• Summariser:
'O.K. We're taking a local perspective, using Bentley Betta Burgers as our
example, and we'll have a look at last year's annual report to see in what way they
practiced environmental responsibility.'
• Social Supporter:
'We're coming up with some good ideas here.'
• Harmoniser:
'Jane and Tsen have looked at the issue from opposing points of view. Let's see if
we can take something from both points of view.'
• Energiser: 'Hey, the point that Ahmed made has really got me thinking. Let's
explore his idea some more.'
• Compromiser: 'Half the group supports Jane's view and half supports Tsen's.
Now we need to formulate a compromise that we can all live with.'
• Gatekeeper: 'How do you feel about the issue, Greg? Your contribution here
would be really valuable.'
• Dominator: someone who takes control of the discussion by talking too much,
interrupting other members, or behaving in a patronising way.
• Clown: someone who 'shows off', refuses to take the discussion seriously, or
disrupts it with inappropriate humour.
Knowledge
(What to, Why
to)
Habits
Skill Desire
(How to) (Want to)
a. Physical
b. Financial
c. Human
a. Dependence
b. Independence
c. Interdependence
Independent will
Self Awareness
Conscience
Imagination
In the word Responsibility there are two words hidden – Respone and
Ability
i. The experimental
ii. The Creative
iii. Attitudinal – our response in difficult circumstances
Security
Power
Prevention
Crisis
Important
Relationship
Pressing problems
building
Deadlines driven
Planning
projects
Recreation
Interruptions Trivia
Important
Calls Busy work
Not
a. Physical
b. Social
c. Spritual
d. Mental
ii. Organizing
Mission Statement
Roles
Goals
b. Weekly Organizing
Schedule
Delegate
Producer
Input Output
Manager
Input Output
a. Desired results
b. Guidelines
c. Resources
d. Accountability
e. Consequences
High
Loss/Win Win/Win
Consideration
Loss/Loss Win/Loss
Low
Low High
Courage
i. Win/Win
ii. Win/loss
iii. Loss/Win
iv. Loss/Loss
v. Win/Win or No deal
High
Synergistic(Win/Win)
Trust Respectful
Defensive
Low
Co-operation
Restraining forces
Driving Forces
Physical Exercise
Nutritious Food
Stress Management
ii. Learn
iii. Commit
iv. Do
Preparations
Self preparation
Mental
Physical
Materials to be presented
Dress code to be adhered
Company info
Competitors
Tell me your Dreams
Ready Reckoner
Resume
Mark Sheets & Certificates
Age & Address Proofs
Extra & Co curricular Certificates
Value Addition
Previous Experience Certificates
Driving License
Passport
Accessories
Watch
Make up kit
Calculator
Umbrella
Entrance ticket/Pass
Company information
Location
Products
Tie ups
Interests
Strengths
Weaknesses
Future Plans
Balance Sheets for 2 years
Investors manual
Product Guide
Project Info
Ads
Competitor information
Location
Products
Tie ups
Interests
Strengths
Weaknesses
Future Plans
Dress Code
You are still in India and not in Honolulu!
Formals are still in vogue
Plains are always better
A little investment will always bring rich dividends!
Get groomed but don’t get decked up.
Matching accessories produce better impact
D-Day
Newspapers
Current Affairs
Television News
Hot News
Talk of the Town
Punctuality
Don’t get lost in the crowd!
The Interview
The next Question is always from the previous Answer! Therefore you
can always steer the Interview to your Advantage.
Project the Leader and suppress the weakling
Be straightforward and never lie.
Remember you have got only one chance. Hence blast it to the full.
Discuss
What you can do for THEM/The COMPANY
Your Successes
Your strengths
Your goals and ambitions
Your Positive Qualities
What value addition you can bring along
DON’T Discuss
What they can do for you
Your failures
Your Pay package(unless asked for)
Excuses for not living up to the expectations
Your weaknesses
The Ending
Thank them for the opportunity
Summarize precisely, If asked
Confirm the mode of contact to know the results
Leave correct contact Address/Phone no/E mail ID
If possible, find out the gestation period
Appear in medical test If necessary
Follow up
Send a simple and elegant ‘Thank you’ card to the panel
Hope for the best
Continue the Job search till you know the result
• After you have formed the associations (if you had trouble on one or two
of them, that's okay; just skip them for now), cover up the right side of
the list and then try to name the word associated with each word on the
left.
• If you formed vivid, clear associations, you may be surprised at how
quickly and easily you were able to remember everything !!
• At this point, you may be somewhat skeptical at this new memorization
scheme that I am proposing to you.
• You may be asking, "Are you telling me that every time I need to
memorize something important, I'm supposed to invent some clever or
silly association between pieces of information?"
• The answer is, yes! It is a time-proven method that works, and it is
consistent with what psychologists have discovered about the human
memory.
• As far as psychologists can tell, the human brain has a limitless capacity
for holding information. This means that our brains will never "fill up."
• New information may, however, interfere with information learned in the
past, making the older information more difficult to remember. To avoid
this problem, a little "management" may be required.
• For temporary things, such as memorizing the time of a doctor's
appointment or the name of some person you are going to call once (but
not ever again), do nothing.
• Because we no longer need this information, eventually we will forget it.
• For more permanent things, such as memorizing trivia facts, phone
numbers, license plates, etc., deliberately go back over all the things
you've learned on a particular day and think of the pictures you came up
with again.
• Do this every few hours or so. Then recall the new information once a
day for a few days. By the end of a week, the things you have memorized
will have become almost permanently fixed.
• What about all of the silly pictures? Will our minds be cluttered up with
all of them? Probably not.
• If we recall a piece of information often enough, eventually we will no
longer need the picture to remember it.
• Going back to the football field example, if you keep having to recall that
it is on Maple Street, eventually you will think "Football field = Maple
Street" without even thinking of the football player's strange breakfast.
• And if you no longer have to remember that picture, it will become
forgotten... and perhaps even "recycled" and used again in a future
association.
• All of the examples given thus far have had easy associations -- the
association was either very obvious, or there were two words that could
be pictured very easily together in the mind.
• But what about words that can't be pictured so easily? Don't panic, there
are other techniques that can be used.
• Suppose you want to memorize that James Barstow lives on Lincoln
Street. Instinct should tell you to somehow link "Barstow" with
"Lincoln," but neither word forms a nice mental picture.
• So let's make one by finding words that either sound like or are directly
related to the real words we want to use. For "Barstow," you could
choose "bar stove."
• For "Lincoln," you might think of a penny, for President Lincoln's picture
is on a penny. You could then picture Mr. Barstow, serving drinks at a
bar (never mind that he isn't really a bartender).
• He goes over to this funny-looking stove, which is made entirely out of
copper. Four electric burners are on this stove, each looking just like a
giant penny. He looks down at the burners, and President Lincoln winks
at him!
• How about applying this same technique to learn new vocabulary words?
• Assume you are to learn about various parts of the brain in Psychology
class, you can use memory techniques to quickly memorize all the new
words.
• One of the parts like "parietal lobe," the part of the cerebral cortex which
interprets touch.
• Think of a parrot (sounds sort of like "parietal") pecking at some food in
your hand, and the brain feeling some sharp pain!
• Another part like "temporal lobe," which interprets hearing. Think of
yourself listening to a happy song with an up-beat tempo.
• Suppose you're going to the store for groceries and you need the
following five items: eggs, bread, bacon, cheese and milk.
• How can you remember the list? For short lists, the easiest way is simply
to "link" the words together in a long chain, like this :-
eggs -> bread -> bacon -> cheese -> milk
• Then, think of some animated story in your mind to link the items
together.
• For example, imagine walking to the store with a grocery bag in your
hand.
• We start with a grocery bag because it's a grocery list -- it would be
difficult to jump immediately to eggs.
• On a street corner someone appears from nowhere, hands you an egg then
walks off. Dazed, you take the egg and drop it in the bag.
• (The mess is a vivid picture in your mind that strengthens the picture of
"egg" even more.)
• So by the time the next person comes out of nowhere and hands you a
loaf of bread, you don't want to put it in the bag, so you carry it in your
other hand.
• Now, let's use the peg words to memorize a list of the five biggest cities
in Michigan, in order: Detroit, Grand Rapids, Warren, Flint and Lansing.
• We'll take each of the peg words and place them next to each item in the
cities list.
• Next, we'll form some simple paired associations between the words.
• Note that instead of making a huge chain, we are now working with only
pairs.
• After studying the above associations, cover it up, then look at the five
peg items by themselves.
• Can you name all five cities on the list? Hopefully, you can. Note that
we've solved our problem. Our long chain of items has been changed to a
numerical chain, an easy list of 1, 2, 3, 4, 5.
• These correspond to a certain peg item, which, after a little practice, you
can easily name.
• Finally, we associate simple pairs of words: the peg words with the actual
list of items.
• You probably could have done it easily by using the short list method -- I
didn't want to give you a huge example so fast -- but it's obvious that this
method would be very helpful for long lists (like the 50 states).
• To memorize longer lists, all you need to do is memorize a basic set of
peg words, words which are derived from their associated numbers
directly. Some example words are given below; you can also come up
with your own.
• Try to come up with the shortest possible words for your list, because
many different words can stand for a number, and you want to reduce the
number of possibilities.
• (When memorizing numbers that aren't peg words, you can use longer
words, because in that case, you will only be converting words to
numbers, and a word always produces a unique number.)
1. Hat 11.Dot 21.Net 31.Mat 41.Road
2. Hen 12.Town 22.Nun 32.Moon 42.Rain
3. Ham 13.Dime 23.Name 33.Mummy 43.Room
4. Rye 14.Tire 24.Nero 34.Mower 44.Aurora
5. Hill 15.Doll 25.Nail 35.Mule 45.Roll
6. Shoe 16.Tissue 26.Notch 36.Match 46.Rash
7. Cow 17.Duck 27.Neck 37.Mug 47.Rock
8. Ivy 18.Taffy 28.Knife 38.Movie 48.Roof
9. Bee 19.Tape 29.Knob 39.Map 49.Rope
10.Toes 20.Nose 30.Mouse 40.Rose 50.Lace
• The peg words method for lists is great for lists of items that must be in a
specific order, because peg words are tied to specific numbers.
Finally
Practice, practice and practice to make
you perfect & your memory sharp.
The solutions :
There are many written & unwritten rules and guidelines for etiquette, and
it certainly behooves a businessperson to learn them. The caveat is that there is no
possible way to know all of them!
The Basics :
The most important thing to remember is to be courteous and thoughtful to the
people around you, regardless of the situation. Consider other people’s feeling, stick
to your convictions as diplomatically as possible. Address conflict as situation-related,
rather than person-related.
Interruptions :
Avoid interruptions (of singular or group work sessions, meetings, phone
calls, or even discussions). Always apologize if you must interrupt a conversation,
meeting or someone’s concentration on a task. Quickly state the nature of what you
need, and show consideration for the fact that you are interrupting valuable work or
progress.
Dress/Appearance :
It can be insulting to your coworkers or clients to show a lack of concern
about your appearance. Being wrinkled, unshaven, smelly or unkempt communicates
(intentionally or not) that you don’t care enough about the situation, the people or the
company to present yourself respectably.
If in doubt, always err on the side of conservative. If you think jeans may be
OK for social events but aren’t sure, show up in ironed khakis and a nice golf shirt. If
you think a situation may be called for dress slacks, wear a dress shirt and tie. If you
have any inkling that a suit may be called for, dress to the nines.
Women’s clothing is a bit more complicated, but again, err on the side of
conservative and dressy. Always practice impeccable grooming (even in a jeans
environment)
Introductions :
Before an event, use your address book or your “people database” to refresh
your memory about the people you are likely to meet. If you forget someone’s name,
you can sometimes “cover” by introducing a person you do know first. “Do you know
my Joe Smith, one of our account reps?” which will usually get the unknown person
to introduce him or herself.
If this doesn’t work, an admission that you’ve had a mental block is preferable
to obvious flailing around.
Table Manners :
The fork goes on the left. The spoon and knife go on the right. Food items go
on the left. So your bread plate is on the left. Drinks, including coffee cups, should be
on the right.
When sitting at a banquet table, you may begin eating when two people to
your left and right are served. If you haven’t been served, but most of your table has,
encourage others to start. Reach only for items in front of you; ask that a neighbor
pass other items. Offer to the left; pass to the right, although once things start being
passed, go with the flow.
Conclusion :
This is a lot to consider, and there’s a lot more out there. Volumes of
information have been written on what is right and correct in business etiquette. It’s
enough to make veterans and newcomers too insecure to deal with people.
Since you’re human (we’re assuming!) there will be times when you step on
toes, forget an important name, pop off with a harsh comment, or (heaven forbid!) use
the wrong fork. We all do. Think about the “outtakes” scenes at the end of some
movies where we see how many times it took get things perfect, even when everyone
was performing to a script! This is a real life, there are no scripts, and we’re all
making it up as we go along.
The important thing to remember is that if you strive to make the people
around you feel comfortable and valued, you have succeeded whether you’re perfectly
in compliance with these or any rules you’ve read.
While observing some debates, the communication process, the evaluation and
judges’ decisions, one might get confused. We may have a different interpretation and
decision about the final outcome of the debate. We may be impressed or convinced,
and sometimes we may lack the understanding as to why such a final decision was
made.
We know that some sentences can be grammatically incorrect but still have a
powerful communicative function. Theorists of communication claim that
communication is not a simple, one layered, linear process. We communicate with the
entire body. The reading of debate messages works, at minimum, on two levels:
verbal and non-verbal.
2. FACIAL - The face is the most expressive part of our body; (according to
R.L. Birdwhistell we can study 250,000 different expressions.) Macro and
micro facial expressions are strong messages usually connected to feelings,
attitudes and personal belief systems. At the same time, our face is also the
area under most ego control. A person could hold "a poker face" expression
(have control of her emotions) and spontaneously express herself. This means
of expression has enormous persuasive value.
Note that body language applies not only to the interviewer but also to the
interviewee. Also note that these gestures may happen throughout the conversation
and they change as the conversation progresses.
So, during a job interview, you can watch for the following gestures:
• Crossed arms - means that the person is in a defensive and reserved mood.
• Crossed arms and legs - means that the person feels very reserved and
suspicious.
• Open arms and hands - means that the person is open and receptive.
• Standing before you with his hands inside the pockets - means he is not
sure or feels suspicious.
• Standing before you with his hands on his hips - means he is receptive and
ready to help you out.
• Sitting in a chair shaking one of the legs - means he feels nervous and
uncomfortable.
• If his eyes are downcast and face turned away - means he is not interested
in what you are saying.
• With the palm of the hand holding or stroking his chin - means he is in an
evaluating position and being critical.
• Leaning back in his chair with both hands clasped behind his head -
means he is in an analytical mood, but it is also a gesture of superiority.
• Rubbing or touching his nose when answering a question - means he is not
telling the complete truth.
• If he maintains good eye contact and he smiles in a relaxed and happy
way - means he is definitely receptive to you.
• Rubbing the back of his head or rubbing or touching the back of his neck
- means the conversation is not really interesting.
• If he moves his body and sits with his feet and body pointing towards a
door - means he wants to end the conservation and leave the room.
For Men
Pants:Khakis or gray wool (lightweight or heavy) long slacks are always a safe bet.
Shirts: Button down cotton shirts are okay without a tie, a long sleeve button down
shirts is preferable to one with short sleeves. Cardigan sweaters are a good choice in
cold weather. Short-sleeved polo or golf shirts with a collar are acceptable as well.
Shoes: Well maintained bucks and loafers (Keep polish in your briefcase for quick
touch ups.)
Blazers: Either a double or single-breasted blazer with gold or silver-colored buttons
can dress up any casual day, especially if there is a spontaneous meeting or lunch with
clients.
Accessories: One ring per hand, a wristwatch, ties are optional in many companies, it
is best to check before leaving yours at home. For pocketed shirts, one ink pen is
sufficient. A leather belt that matches your shoes. (Brown belt for brown shoes, black
belt for black shoes etc.)
Always at work: Have good posture, smile and act confident
Never at work: Tennis Shoes, sandals, visible tattoos, sleeveless shirts, tee shirt with
no collar.
For Women
Pants: Khakis and Chinos are best in Gray, Beige and Taupe.
Skirts: 1 inch above or below the knee, longer lengths are also acceptable. Avoid
mini skirts at all costs. They reek of unprofessionalism in a corporate environment.
Shirts: Natural fabric shirts in solid colors, cardigan sweaters and lightweight jackets
are always good choices.
Shoes: Closed toe (flats or heels) and loafers, Shoes should match the hem of the
pants or skirts or be darker. (White shoes are not a good investment – ever!)
Dresses: Think classy when choosing dresses. Avoid spaghetti straps, sundresses, and
those with low necklines or sequins. Always wear hose with dresses and skirts.
Accessories: Think conservative. Small earrings and a necklace are always good.
Either a bracelet or wristwatch, but never together on the same arm and one ring on
each hand is plenty.
Always at work: Have good posture, smile and act confident.
Never at work: No blue jeans with holes, spaghetti-strap tee shirts and barefoot
sandals, big floral prints, visible tattoos, or earrings bigger than a quarter.
If you are on a business visit (viz. business deal or meeting), suit is the most
appropriate and preferred business formal. A suit with a light color collared
shirt, a matching necktie, and a formal leather shoe is what makes a perfect
business formal dress. Suits of dark color like black, navy blue, gray or brown
are most common, and are conventionally considered as perfect business
formals.
Tips
Women are also expected to maintain a dress code. If the dress code is casual,
then you have a wide choice. In IT companies, women wear jeans, casual
pants, shirts, T-shirts, blouses, skirts, trousers, dresses, shorts, sweater sets,
and blazers. As far as possible, do not wear saris or salwar suits.
Tips
Some offices or places of business require suits for men, and dresses and hosiery
for women. If your workplace has this standard, denim of any type would not be
appropriate.
? Black tie, dressy casual and more! Black Tie means formal.
Men wear tuxedos, women wear cocktail, long dresses or dressy
evening separates.
? Formal usually means the same as Black Tie, but in some trendier
cities like New York or Los Angeles, it could mean a black shirt, no tie
with a tux.
Women wear cocktail, long dresses or dressy evening separates. Ultra-
formal means White Tie. Men wear full dress, with white tie, vest, shirt
and cummerbund. Women wear long gowns.
? Black Tie Optional means you have the option of wearing a tuxedo,
but it should clue you into the formality of the event, meaning a dark
suit and tie would be your other option.
Women wear cocktail, long dresses or dressy evening separates. Black
Tie Invited means you have the option of wearing a tuxedo, but it
should clue you into the formality of the event, meaning a dark suit and
tie would be your other option. Women wear cocktail, long dresses or
dressy evening separates.
? Attire means short, elegant dresses for her and dark suits for him.
Etiquette
• A set of rules which govern the behavior of individuals and make them social
worthy
• Conventional decorum designed to make an individual acceptable to others
• Basic manners regarding the conduct of a person depending on the group to
which he belongs
• Mode of communication
• Telephone Etiquette – A chapter by itself
• Calling on
Conversation
• A simple wish
• Sir/Madam is preferred over Mr/Mrs
• Consider every opportunity as the FIRST opportunity
• Be enthusiastic and full of energy
• Never show tiredness/boredom
• Converse in a language in which the CUSTOMER is comfortable with.
• Take down Notes
• Introduce your colleagues
• Discuss business and business only
• Do not make assumptions
• Clarify doubts
• Note down facts and figures: Remember you need to recollect them later
HE has every right to ask 100s of Questions and the beauty is HE will! If you are
opening a saloon, do not expect the customer to bring the knife.
Appointment
Never go by the looks. They can be deceptive. Never neglect a business query
Even an Orderly in a big company can opt for Bill Junction
Demonstrations
• Send a Thank you card by post mentioning his support and highlighting your
products
• Express the hope that you would get a favorable decision
• A customer lost is lost forever. Remember A satisfied customer can bring 100
more.
• A dissatisfied customer can ruin the company/your future Give the
CUSTOMERS the best you have and the CUSTOMERS will give you back the
best they have.
If you're interested in improving your selling skills, you'll find that there are
supposedly many kinds of selling that you should use or should avoid, such as high-
pressure selling, persuasive selling, no-pressure selling, targeted selling, etc., but all
of them amount to the same thing in the end; selling is the art of persuading the
consumer that buying the product or service will benefit him or her.
Whatever product or service you're selling, then, you need to focus your
selling efforts on communicating the benefits of your product or service to the
consumer. The benefits may be tangible or intangible, but unless the individual
consumer is convinced that he or she will personally experience the benefits, your
product or service won't sell.
Other people sense whether or not you believe in yourself, and by extension,
whether or not you believe in what you're doing. That belief is what persuades the
customer or client to buy the product or service. Therefore, increasing your self-
confidence will improve your selling skills.
Do you believe that you personally are not good at selling? Are worry and
anxiety eroding your self-confidence?
Everyone has these feelings at one time or another. But that doesn't mean that
you can't sell successfully. Believing in yourself is like any other attitude; self-
confidence can be learned. You can increase your self-confidence through practice,
and that in turn will increase your selling skills.
Like many other people; I don't wake up each day revved up with self-
confidence. But if you met me in person, you would think I was a confident person.
That's because whether I'm going to present a workshop, meet with a client, or even
work at home that day, I go through a routine that I've developed to pump up my self
confidence and get me ready to sell.
The focus of the building self confidence routine is to eliminate all those
distractions that are interfering with my concentration on the event at hand, and to put
me into the positive, confident frame of mind that I want to present to others, whether
in person, or via technology.
Like the daily planning session, your building self-confidence routine needs to
be uninterrupted. Do not take phone calls during this time, or let family members
interrupt you.
The more specific you make your self-praise, the more powerful it will be.
And the more you use your building self confidence routine, the more your internal
self confidence will develop - the self confidence you need to sell your product or
service successfully.
"Who are your customers? Who will buy your product?" It is often surprising
that otherwise savvy small business people either have no idea who will buy from
them, or they assume that 'everyone' will.
Assumptions like this can lead to wrong decisions, wrong pricing, wrong
marketing strategy – and ultimately, business failure.
The most successful small businesses understand that only a limited number of
people will buy their product or service. The task then becomes determining, as
closely as possible, exactly who those people are, and 'targeting' the business's
marketing efforts and dollars toward them.
One of the first things you need to do is to refine your product or service so
that you are NOT trying to be 'all things to all people.' Become a specialist!
Yes, this decision eliminated a percentage of the market – but it also gave a
'niche' that we could capitalize on, and expanded the market in a way that other
charter operators could not take advantage of.
Next, you need to understand that people purchase products or services for
three basic reasons:
Selling is not a favourite task for many. We picture sales people as greedy,
unethical, unscrupulous individuals who are determined to close a sale at any cost.
Yet we cannot survive without generating sales so selling skills are a critical
competency we need to acquire.
The most common mistake sales people make is to immediately launch into a
product presentation or “pitch” when they first meet their prospect. They extol the
virtues of what they sell and tell the prospective buyer how good, fast, reliable,
inexpensive or easy to use their product is. They talk, talk and talk hoping they’ll
convince the buyer that their product is of value.
? “I notice you currently use XYZ Vending. How long have they been
your supplier?”
? “What do you like most about them?”
? “If you could change one aspect about your current arrangement, what
would it be?”
? “What are the most important issues for you?”
? “What have your experiences been with ABC Vending?”
? “How many…do you sell in an average week/month?”
? “Who is your primary customer?”
? “Where have you had the most success with your machine(s)?”
“What are the most important issues for you? Timeliness of service? Income?”
This is a very common mistake that now gives the prospect an answer. I don’t know
about you, but selling is hard enough without making it even more difficult. Never
assume you know how they are going to answer. Ask your question and wait patiently
for the answer. Even if you have been in the industry for ten years or longer and think
you’ve heard it all, don’t make the mistake of assuming you know what the prospect’s
needs are. Let them tell you, rather than you telling them
One of the most important lessons about selling is that people will tell you
ANYTHING you want to know. All you have to do is ask. Most people love to talk
about themselves and want to share information about their current situation, their
challenges or problems, likes and dislikes. But, in most cases, they need prompting.
This prompting comes from you in the form of asking the right questions in the proper
tone and manner.
It is amazing that how few sales people actually take the time to learn about
their customer before they launch into their presentation. If you really want to begin
differentiating yourself from your competitors take the time to learn about your
prospect’s situation. By doing so, you’ll begin to give them a reason to do business
with you instead of someone else.
TELE-SALES begins with the importance of mental focus and its role in
building trust over the telephone. This builds on two objectives:
1. Achieve results by building stronger relationships;
2. Focus on making contact with prospects and customers
TELE-SALES uncovers the secrets of proactive selling. Success lies at the
center of proactive telephone sales techniques via relationship building.
Jump into the buyer’s mind and explore the reasons why people buy. Examine
the logical and emotional processes each buyer goes through when making a purchase
decision.
Your staff learns the best way to introduce themselves that maximizes their
use of time while beginning to build rapport with the buyer.
Qualifying prospects mixes the art of asking the right questions in a non-
threatening manner with the skill of listening for the cues that uncover the prospect’s
hidden needs, wants and fears. PHONE PRO techniques give your staff the strategy
and confidence to discover the potential of each prospect.
Learn how to help buyers reach a “comfort zone” whenever resistance arises.
This new approach enables the conversation to move past negativity.
TELE-SALES teaches your staff how to capitalize on their use of voice tone –
one of the most influential tools your staff possesses.
Vocabulary Techniques
Your staff learns how to deliver important buyer information with the use of
Visual Words, Affirming Phrases, Probing Phrases and Motivating Phrases. These
positive phrasing techniques improve communication and customer response.
For most of us, the telephone is a vital source of communication. The use of
cell phones and “instant conversation” is commonplace in our life today. However,
when applying for an internship or permanent position, the way you conduct yourself
on the phone may be a key factor in a future employer’s decision to hire you on a
permanent basis.
Herewith a list of suggested points to bear in mind when using the telephone in a
business environment.
• Answer the phone as soon as possible – do not leave it ringing for a long time
if you can avoid it.
• Answer briskly – Greet first and announce yourself clearly.
• Put a “smile” in your voice – never pass on a bad mood to the client.
• Try and make it the client’s best call of the day – the next call from that client
will go smoother.
• Give “value” – the client has called you in order to obtain some furtherance to
his cause – try and meet his requirements as opposed to handing him/her
excuses.
• If you put someone on hold, give him or her progress reports regularly.
• Have information and paperwork ready if you are expecting a call – it imparts
an air of competence if you can answer queries without leaving your desk.
• Always have paper and a pen near the phone. A client’s time is valuable –
make every attempt not to waste it.
• Concentrate on the call – do not let your mind wonder or get distracted – on
really tough questions it may be a good idea to close your eyes whilst thinking
and talking.
• Use the caller’s name frequently to add personalism to the conversation and
make the client feel special.
• If you are trying to convince someone of something – tell him or her the bad
points before the good points.
• If you do not know the answer to a question, do not bluff, rather take the
clients name and number, research the item and phone him back with the
correct answer. If it is still beyond you – have a superior return the call on
your behalf.
• Confirm what the client is looking for, so that you don’t end up attending to
something that you think he/she needs as opposed to what was actually
requested.
• If you do not know an answer, and will not be able to ascertain one even if you
were to return the call, try and find alternative solutions, or leads to a manner
in which the problem can be solved.
• Be positive in your statements – say what you can do, not what you can’t do
e.g. “Mr. Jones can help you, can I put you through?” as opposed to “ I cannot
help you, you will have to speak to Mr. Jones.”
The tendency to be short and curt to salespersons is common. The feeling that
they are, in fact, invading our privacy is a widespread notion and the fist inclination is
to cut them off with a positive projection of irritation. Perhaps supposing this will
discourage any return calls, "wish on!" Treating those person who call pitching a
product without kindness, solves nothing and makes no validity, so why not include
them in you simple and polite response, "no thank you, have a good day," "good-bye."
This response is much less apt to raise your blood pressure and reduce your
feelings of guilt later, for incivility over the telephone.
• The proper way to answer the telephone is "hello." Being cute, with your
greeting, is totally in appropriate as in, "Jacks Bar and Grill."
• On the other hand, simply answering "yes" is a curt and inappropriate
response. The person making the call draws a very quick conclusion, and that
is, to think of that person as cold and aloof, and hesitates to communicate
readily.
• At times, someone other than the head of the house will answer the telephone.
If that person is asked, "may I speak to Mr. ________ please," the response
should be, "one moment please, I will get him for you."
• If the head of household is not available the response should be, "I am sorry,
Mr. _____ is not available at this time, may I take a message?" This is simply
a form of good manners, whatever form it may be expressed, and
thoughtfulness for the feelings of others.
• This person may be calling to offer a new job with great pay and benefits,
who's to know! What would he or she think if the answer to the question "is
Mr. _____ home please," would be an abrupt "no." This response would
reflect negatively, on the actual person being called.
Think about what time it is, when placing a call. You would not want to call
when there is the possibility that person may be asleep.
Give your name when the telephone is answered, before asking for the person
you are requesting.
When speaking, think of the way you sound. Make sure you enunciate you
words clearly and precisely. It is embarrassing to be asked to repeat what you are
saying. Your voice reflects your courtesy, since that person on the other end of the
line cannot see your facial expressions your "tone of voice" will need to express this.
Many things have changed over the years, especially in the evolving world of
business. One thing has not changed though, and that is the need for proper telephone
etiquette in the work place.
Along with company downsizing and layoffs has come a necessity for
companies to merge jobs together in order to eliminate human resources and save
money. While that may be necessary, it is not necessary that the common element of
etiquette, especially telephone etiquette, be left to suffer.
Since customers are the ones who infuse the profits into a business, they do
not appreciate being treated with rudeness in their business dealings with a company.
This includes any business, which is conducted on the telephone lines.
Outgoing Calls:
• Tip 1 - Same as Tip 4 above--Speak clearly and slowly when you make a
business call. Time may be money, but if the other party cannot
understand what you are saying, then you might as well have
saved your breath and not made the call at all.
• Tip2 - Same as Tip5 above--All customers expect to work with a
professional organization. One sing of a professional organization
show they are treated by the people who work there.
• Tip 3 - When calling another business, it is proper etiquette to give your
name and the companies name you work for to whoever answers
the telephone. Do not make them guess whom it is or make them
pry it out of you.
• Tip 4 - If you get the wrong number, apologize to the person who
answers the phone--do not just hang up. This is especially
important nowadays when people have Caller ID's on their phone
lines. All they have to do is to check their device to find out who
just rudely hung up on them.
• Tip 5 - When leaving a phone message, always state your name,
company, phone number and reason for calling. Do not stammer
or stutter and use up an unreasonable amount of time.
These tips will show you how paying attention to detail may make a big
difference in others impressions of you.... both personally and professionally.
• When calling someone, do you identify yourself after they've said hello?
• When Placing a call, after identifying yourself, do you ask, "Do you have a
Minute?" or "Is this a good time to reach your?" before explaining the reason
for your call?
• After placing someone on hold and returning to the line, say "Thanks for
waiting" rather than "I'm back."
• When screening calls, do you ask "Who's calling, please?" rather than "Who is
this?"
When calling a professional office for any reason, always identify yourself
and explain the reason for your call. Example: “ Hello, this is Tom Cruise and I’m
calling in response to the newspaper ad for an actor”.
Call Waiting
Call waiting is only as good as the person using it. Rule #1: Just because you
have call waiting, it is up to you whether to use it…it is a judgment call. Your
decision should be based on who you are speaking to, the intensity of the
conversation, and your relationship to the person. If you find it necessary to place
someone on hold -- Due to call waiting -- Always ask permission!
Phrases To use: “ One moment please”, “Yes”, “All right”, “She’s not available now”,
“Good-bye” Phrases Not To Use: “Hang on”, “Yeah”, “Okey-Doke”, “Uh, dunno
where he is”.
Remember
You only get ONE chance to make a first
impression!
Remember :
• The First Impression Is The Best Impression. Try that your resume
reflects your professional manners.
• The Employer has to go through 100s of Resumes. Therefore a resume
has to be DIFFERENT to catch HIS attention
Steps involved
It is an art. Unless you practice, you won’t be perfect.
Step 1 : Collect all the info about the person being projected in the resume.
IT’S YOU.
Clue : An experienced person’s opinion will always be beneficial
Step 2 : Put all the information’s in order.
Step 3 : Remove the clutter.
Clue : Something like Beauty Queen in 5th Standard is not RELEVANT for a
ITES Company, right?
Step 4 : Check the continuity
Clue : You don’t expect them to read about your School Education after your
College, right?
Step 5 : Ensure that no relevant info is left out
Clue : An MNC wouldn’t be able to contact you unless you give your E mail
ID.
Step 6 : Type it out neatly, preferably on a computer. Ensure that there are no
spelling mistakes.
Step 7 : Affix your latest photograph.
Clue : No school photographs please!
Step 8 : Add photocopies of all relevant documents
Clue : For God’s sake DO NOT send a photocopy of your Resume. It will
amply show how much interest you have taken in that Firm.
Step 9 : Add a self addressed envelope at the end if you wish to get back your
documents
Step 10 : Secure the entire bunch with a tag.
Clue : Stapled pages might get torn, If any pages are removed from the
bunch.
Step 11 : Put the resume in an envelope WITHOUT folding it.
Clue : A Resume should be as fresh as a morning flower!
Step 12 : Write the ‘To’ & ‘From’ addresses correctly and affix the due stamps.
Clue : Any Guess what would happen If they get interchanged?
Step 13 : Choose the correct method of dispatch depending on the receiver
Clue : You can’t reach Honolulu through Speed Post, right?
Rule no 1:
Remember the résumé's length should be like that of a Girl’s skirt; If it is too
short, the reader will loose interest instantly. If it is too long, he will get bored by the
end of the first page.
Rule no 2:
Include all the info that will interest the Reader. They don’t want to know your
Grandpa's name, right?
Rule no 3:
1. Avoid phrases like hard working (A bull could be hired instead of you!)
2. 18th century language: up to the satisfaction of my seniors (How about
yours?)
3. Typical mindset: Targets set by my seniors (Don’t you set a few?)
Some Tips
• Be modest in estimating your strengths
• Do not under estimate your potential
• Do not bombast your credentials
• Weak points are not to be mentioned unless asked
• Select your references carefully
• Let the contact numbers, Mail ID and the Address be proper and existing
• Project Work
• Hands on Skill Experience
• OJT – On Job Training
• Value Additions
• Previous Experience
• Languages known
• Computing Skills etc.
In short you should be able to put across “What do you want to achieve and
what do you want to sacrifice in your life.”
Be ready to answer any questions that may be posed to you during the course
of the presentation. Have the reasons stacked up for each and every choice that you
are offering to the panel and DO NOT get into an argument with your future BOSS.
If asked about your weaknesses, be frank and answer straight and finish the
sentence by saying that you are working on to improve your weak points.
Have a positive image of yourself and impress the panel by projecting the
leader in you. Remember that you get only one chance.
Exercise 2
Are you coming from or going to the store? I am going to the store.
Throat : Rotate your head, get relaxed. Drop your lower jaw as if you were about to
yawn and say : you, you, you, you. Then try this
P P P P
PP PP PP PP
PPP PPP PPP PPP
PPPP PPPP PPPP PPPP
Freedom 7
Born free 9
Read freely 11
Clouds in sky 13
Fishes in river 15
Questions in mind 17
Reading and freedom 19
To read is to be free 21
Slaves can’t read books 23
Reading frees men’s minds 25
Ignorance makes men captive 27
Ignorance Chains a man’s mind 29
Knowledge liberates men’s minds 31
Question 8
Think hard 10
Seek meaning 12
Teach yourself 14
Educate yourself 16
Talk about reading 18
Read the great books 20
Increase your learning 22
Increase your vocabulary 24
Concentration is the thing 28
Look for the flow of thought 30
Concentrate all your attention 32
Read daily 10
Remain alert 12
Read half hour 14
Read as you ride 16
Search for meaning 18
Meaning is the thing 20
Only meaning satisfies 22
Mind is made for meaning 24
Read last paragraphs first 28
Always note words in italics 30
Meaning is what really matters 32
Mind lives on meaning not on words 34
Name : .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... ....
There are ten sets of four words listed below. Rank order each set of four words,
assigning a 4 to the word which best characterizes your learning style, a 3 to the word
which next best characterizes your learning style, a 2 to the next most characteristic
word, and a 1 to the word which is least characteristic of you as a learner. Be sure to
assign a different rank number to each of the four words in each set. Do not make
ties.
CE RO AC AE
Name : .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... ....
AC – ABSTRACT CONCEPTUALIZATION(SCIENTIST)
(Example – C V RAMAN)
AE – ACTIVE EXPERIMENTATION(ENGINEER)
(Example – JAMSHEDJI TATA)
Time is one of the few resources in the world taht’s distributed fairly. We have about
168 hours weekly. 8 hours a day goes to sleep. This implies we all have about 112
waking hours weekly. Some manage these hours, others let it dribble away.
Below is a list of twelve values. Your taks is to arrange them in order of their
importance to you in your life as guiding principles. Place (1) next to the value which
is most important for you; place a (2) next to the value which is least important,
relative to the others, should be ranked last.
Name : .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... ....
Rank Values
Name : .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... ....
AS ON ....................................
Percentage of
knowledge
100
95
90
85
80
75
70
65
60
55
50
45
40
35
30
25
20
15
10
05
00 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20
Subjects
(Mark your appropriate answer by putting a cross over the appropriate boxes
0 for never, 1 for rarely, 2 for sometime, 3 for often, 4 for always)
Details 0 1 2 3 4
SELF-AWARENESS
CONSCIENCE
11. Have I developed the ability to set and achieve meaningful goals in
my life?
CREATIVE IMAGINATION
Marks Scored :
a. Self-awareness ……………………………………………….
b. Conscience ……………………………………………….
c. Independent will ……………………………………………….
d. Creative Imagination ……………………………………………….
You are expected to write a story about each picture in 5 minutes after
seeing it for 7 minutes.
Each story should have a title, a beginning, body and an ending. The
stories need to be complete in all respects, i.e the story should make sense to the
reader and should contain the picture in it.
This test is to test your vocabulary skills and your ability to convert a
picture into a story. This will also enable you to write reports in quick time and
to present the facts in order so as to give the complete picture to the reader (your
BOSS!).