• 1. 1 PERSONALITY DEVELOPMENT Presented by: Ritesh Sharma (SDI & PD Trainer) 1 1
  • 2. 2 Contact us:  Cell : +91-9919831565  Cell : +91-9307095790  Email: ritesh.hclcdc@yahoo.in  Email: ritesh.hclcdc@gmail.com  Website: www.hclcdc.in  Website: www.sdi-europe.com
  • 3. 3 Course Objective 1. INTRODUCTION. 2. BUSINESS OF CORPORATE ETIQUETTE / MANNERS & GROOMING. 3. BODY LANGUAGE. 4. PHYSIOLOGICAL. 5. COMMON SENSE. 6. MOTIVATION. 7. LEADERSHIP. 8. SAFETY.
  • 4. 4 Course Objective 9. COMMUNICATION. 10. WHY & HOW. 11. ORAL & WRITTEN COMMUNICATION. 12. TENSES. 13. VERBS. 14. ADJEVTIVES. 15. ARTICLES. 16. ADJECTIVES.
  • 5. 5 Course Objective 17. ADVERBS. 18. PREPOSITION. 19. READING COMPREHENSION. 20. ONE WORD SUBSTITUTION. 21. VOCABULARY TEST. 22. SPELLING TEST. 23. BUSINESS LETTERS. 24. TIME MANAGEMENT.
  • 6. 6 Course Objective 25. ASSESSING YOUR JOB. 26. CUSTOMER CARE. 27. COMMUNICATING WITH YOUR CUSTOMERS / TELEPHONIC ETIQUETTES. 28. WHAT IS INTERVIEW? 29. PRINCIPLE OF INTERVIEW. 3O.ROLE OF INTERVIEW 30. MOCK INTERVIEW. 31. ….ONTO THE INTERVIEW TABLE. 32. LEARN TO SAY “NO”
  • 7. 7 Course Objective 32. SAY “ THANKS & SORRY” 33. GROUP DISCUSSION. 34. HOW TO MANAGE DIFFICULTIES IN OFFICE. 35. BE INTELLEGENT WITH WISE SERMONS. 36. MEMORY EXERCISE. 37. MEMORY TEST. 38. IQ TEST – QUIZ. 39. IQ TEST – BUSINESS GAME.
  • 8. 8 Course Objective 40. PRACTICAL. 41. FIND OUT THE PROBLEMS. 42. DEBATE & STAGE PRESENTATION. 43. SOLVING PROBLEMS. 44. OVERVIEW MOCK SESSION. 45.
  • 9. 9 INTRODUCTION Self- development process involves two stages: developing awareness about self and adopting methods of development in the light of the self-awareness analysis. Both these are important as the self-development in not externally oriented. Improvement in knowledge, attitudes and skills are paramount.
  • 10. 10 Developing Self-Awareness  There must be complete introspection of one to assess one‟s own strengths, weaknesses, opportunities and threats (SWOT Analysis).  There should be self-insight to identify patterns in emotional life and reactions, recognizing similar patterns in others.  On identification of one‟s patterns, there must be self-acceptance of the mistakes and weaknesses which may be overcome through self-development process.‟
  • 11. 11 Developing Self-Awareness There must be right attitudes to develop a positive mindset or readiness to accept change. Resistance to change blocks self-development. Our lives are not determined by what happens to us, but how we react to what happens: Not by what life brings to us, but by the attitude we bring to life. A positive attitude causes a chain reaction of positive thoughts, events and outcomes. It is a catalyst….a spark that creates extraordinary results.
  • 12. 12 BUSINESS ETIQUETTE / MANNERS & GROOMING What is Etiquette? Etiquette is defined as the usages and rules for behaviour in polite society, official or professional life. Certain basic rules are still accepted as the norm and it is for us to know both the old etiquette and the new etiquette.
  • 13. 13 Remember following tips…. 1. You should be prepared with: - Attitude, Focus, Self-Introduction, Conversation, Business Cards, Smile & Handshake. 2. You should say something….Anything - Don't wait; Initiate. Take the Risk; the rewards are yours. Listen with interest to the response. Smile and make eye contact.
  • 14. 14 Remember following tips…. 3. You should watch out for manners: - Learn old and new etiquette and brush up on your manners. Acknowledge others. Treat everyone nicely. 4. You should avoid the common crutches: - Do not arrive too late. Don't leave too early. Don't drink too much. Don't gorge at the buffet table.
  • 15. 15 Remember following tips…. 5. You should remember the three E‟s: - Make an EFFORT - Bring your ENERGY - Exude ENTHUSIASM 6. You should remember the four C‟s: - COURTESY - CARING - CHARM - COURAGE
  • 16. 16 BODY LANGUAGE How to Read Person like a Book  Facial Expressions  Walking Gestures  Shaking Hands  Openness  Defensiveness  Evaluation  Suspicion
  • 17. 17 Body Language  Reassurance  Cooperation  Frustration  Confidence  Nervousness  Self-Control  Boredom
  • 18. 18 Body Language  Acceptance  Expectancy Relations & Circumstances  Parent and Child  Lovers  Strangers  Superiors and Subordinates  Buyer and Seller
  • 19. 19 Physiological The physiological needs are for food, drink and sleep. If these needs are not satisfied, the employee will not be motivated.
  • 20. 20 Common Sense Let‟s put what you do as a manager in terms of the dictates of common sense. Need: People want to know what is expected of them. Action: Tell them. Need: People want to achieve. Action: Give those goals and a chance. Need: People want to be noticed. Action: Pay attention to them.
  • 21. 21 Common Sense Need : People want to believe. Action : Give them a mission. Need : People want to be appreciated. Action : Say thanks. Need : People want to care. Action : Care and they will.
  • 22. 22 Common Sense  There are a few additional points that can help you create and maintain a high level of motivation among your staff. They are basic and can be applied naturally.  A sincere “thanks” is worth a bunch of motivational speeches.  Don't over use it, but Don't be afraid to use it.  A complement is a standard, as well as an expression of appreciation. With most people,
  • 23. 23 Common Sense Saying “well done” will result in more opportunities to say “well done”.  A motivated employee is terrific. Build a team of motivated employees.  A winning team consists of individual winners.  Winning companies are made up of motivated people. They desire to do well, are rewarded for doing well, and will continue to do well. After all, it‟s fun to win.
  • 24. 24 Motivation The Hawthrone effect of motivation significantly points those human beings. Your staff be it two or two hundred, will react to you. The interest you take in your staff and the attention you pay to them will have more to do with their level of motivation than anything else. Understanding your staff what makes them “turn on” or “turn off” to the work process is key to your being able to get things done through them.
  • 25. 25 Motivation Consider the hierarchy of needs in terms of the work situation towards Motivation & Personality.
  • 26. 26 Leadership A true leader has the confidence to stand alone, the courage to make tough decisions and the compassion to listen to the needs of others. He does not set out to be a leader, but becomes one by the quality of his actions and the integrity of his intent. In the end, leaders are much like eagles …they Don't flock; you find them one at a time.
  • 27. 27 Leadership Finally remember Leadership Magic = C*2 (Charm * Courage) Hence, to take charge and to take control remembers to follow following principles:  Don't surrender leadership to outside forces.  Don't surrender leadership to faces.  Don't surrender leadership to fences.  Don't surrender leadership to frustrations.
  • 28. 28 Leadership  Don't surrender leadership to fears.  Don't surrender leadership to fatigue.  Don't surrender leadership to faults.  Don't surrender leadership to facts.  Don't surrender leadership to frenzies.  Don't surrender leadership to forecasts.  Don't surrender leadership to your foes.  Don't surrender leadership to your friends.  Don't surrender leadership to one thing – faith.
  • 29. 29 Safety Stability, freedom from fear, structure and order are the “safety” needs. At this level, your influence starts to be more noticeable. An orderly work environment, an attitude of purpose and commitment on your part, a reasonable show of tolerance rather than flashing the sword are the ways you influence the level of motivation associated with the safety needs.
  • 30. 30 Communication Communication is a way two-way flow of information. The two-way characteristics calls for both saying something and listening to something. A good manager always exchanges. Better management calls for better communication, which is sought to be participative.
  • 31. 31 Communication (Why & How) Why? Communication takes place for one of three purpose to inform, to direct, or to request. Unclear communication will misinform and misdirect. Everybody suffers. If the wrong request is made, or the request is unclear, the chances of getting the desired results are weak at best. Clear communication precedes obtaining the desired result.
  • 32. 32 Communication (Why & How) How? The most common methods are, of course, oral and written communication. But there are some important complements to these two forms. Your tone of voice carries a message equal to or greater than, the words you speak. Your actions express the values that truly govern your behaviour: one act (of temper or patience, of panic or calm under pressure, of defensiveness or self-confidence) is worth more than thousand words .
  • 33. 33 Communication (Why & How) And it should not surprise you to know that communication occurs without a single word: when the boss closes the door, communication occurs. These characteristics are straightforward. Understand them is easy. Here are the statements, which you need to follow religiously.  I recognize that effective communication is hard work.
  • 34. 34 Communication (Why & How)  I know what needs to be said before I speak or write.  I think about my audience – who they are, what their level of interest is likely to be, and what their level of understanding is.  I choose the right the words for the subject and the audience.  I try to be interesting.
  • 35. 35 Communication (Why & How)  I am aware of the environment (office or social setting, open or closed door, morale, boss etc.) when I communicate.  I look for feedback.  I listen with the same level of interest I want given to me.  I seek common understanding.
  • 36. 36 Oral and Written Communication Just listen and spell the following:-  BOSS  SUPERVISOR  IMMEDIATE  EXPRESS  EMPLOYMENT  ASSIGNMENT  DUPLICATE  ENCLOSED  OBLIGED
  • 37. 37 Oral and Written Communication Just listen and spell the following:-  VALUED  FOCUS  LAPSE  EXPIRY  VALIDITY  ACKNOWLEDGE  THANKFUL  RECONCILIATION  DEBTORS
  • 38. 38 Oral and Written Communication Just listen and spell the following:-  LIABILITY  EXECUTIVE  ORGANISATION  MOTIVATION  PERFORMANCE  INTERVIEW  COMMUNICATION  SANCTION  APPROVAL
  • 39. 39 Oral and Written Communication Just listen and spell the following:-  ALLOWANCE  PERQUISITES  CURRENCY  SUGGESTION  EXCLUSIVE  LIASION  REPRESENTATION  CREDITORS  SYSTEMATIC  CONCLUSION  PERMISSION  GUARANTEE  SIGNATORY
  • 40. 40 Adjectives  Rule 1 In comparing two things, the comparative degree should be used: for more than two, superlative degree should be used.  For Example: Incorrect: He is the best of the two brothers. Correct: He is better of the two brothers. Incorrect: Among the three friends, John is better. Correct: Among the three friends, John is the best.
  • 41. 41 Adjectives  Rule 2 The use of double comparatives and superlative should be avoided.  For Example: Incorrect: Tom is more smarter than Mike. Correct: Tom is smarter than Mike.
  • 42. 42 Adjectives  Rule 3 When a comparative is followed by than, just any or all should not be used; other should be added to these.  For Example: Incorrect: He is cruder than any man living. Correct: He is cruder than any other man living. Incorrect: Birbal was wiser than any man living. Correct: Birbal was wiser than any other man living.
  • 43. 43 Adjectives  Rule 4 When the superlative degree is used, then other is avoided.  For Example: Incorrect: Birbal was the wisest of all other courtiers. Correct: Birbal was the wisest of all courtiers.
  • 44. 44 Adjectives  Rule 5 After the use of comparative like superior, inferior, prefer, preferable, junior, senior, anterior, prior, to should be used instead of than.  For Example: Incorrect: As a batsman, Jayasurya is superior than Tendulkar. Correct: As a batsman, Jayasurya is superior to Tendulkar.
  • 45. 45 Adjective  Note: Greater than or smaller than are often used incorrectly. Study the following examples carefully:  For Example: Incorrect: The area of U.P. is greater than Bihar. Correct: The area of U.P. is greater than that of Bihar. Incorrect: The population of India is smaller than China. Correct: The population of India is smaller than that of China.
  • 46. 46 Adjectives  Rule 6 Some adjectives like perfect, universal, unique, chief, complete entire, full etc. are considered to be superlative, so they do not take any comparatives.  For Example: Incorrect: This is the most unique feature of the car. Correct: This is the unique feature of the car. Incorrect: This belief is most universally accepted. Correct: This belief is universally accepted.
  • 47. 47 Adjectives  Rule 7 Few and a Few, Little and a little have different meanings. Few and Little are negative, meaning: not many or hardly any. A few and A little are positive, meaning: some (though not much).  For Example: I have lost little money in the stock exchange. (Hardly any). I have lost a little money in the stock exchange (some).
  • 48. 48 Adjectives Both the sentences have different meanings.  Similarly: Few people believed what you said A few people believed what you said Have different meanings. But “Little knowledge is a dangerous thing” is incorrect. It should be “A little knowledge is a dangerous thing”.
  • 49. 49 Adjectives  Rule 8 Less is used for quantity, and fewer in case of number.  For Example: Incorrect: No less than twenty politicians have corruption cases registered against them. Correct: No fewer than twenty politicians have corruption cases registered against them. Incorrect: We buy no fewer than three crates of cold drinks. Correct: We buy no less than three crates of cold drinks.
  • 50. 50 Adjectives  Rule 9 Older and oldest may be used for persons and things, but elder and eldest are used only for persons, and that too usually of the same family.  For Example: Incorrect: My oldest sister is still unmarried. Correct: My eldest sister is still unmarried. Incorrect: Ron is elder than Bill. Correct: Ron is older than Bill.
  • 51. 51 Adjectives  Rule 10 Any is used in negative sentences and some is used in affirmative sentences; both any and some can be used in interrogative sentences.  For Example: Incorrect: He did not give me something on my birthday. Correct: He did not give me anything on my birthday. Incorrect: I told him to give any money to the beggar. Correct: I told him to give some money to the beggar.
  • 52. 52 Adjectives  Rule 11 Latest and last are often incorrectly used. Latest is the superlative form of late meaning most recent. Last means final or contrasted with first.  For Example: Incorrect: Do you know the last score? Correct: Do you know the latest score? Incorrect: He missed the latest train. Correct: He missed the last train.
  • 53. 53 Articles The indefinite articles A and An. The use of articles A and an is determined based on sound.  Rule 1 The article A is used before words beginning with a consonant sound.  For Example: A man, A Tree, A House. Note: (a) worlds like European, University, useful, union, take the article a, as they begin with a consonant sound „you‟.
  • 54. 54 Articles  For Example:  A European, A useful thing (b) One begins with the consonant sound w, so it takes the article a.  For Example: A one man enquiry commission Don't be misguided by the vowel or consonant letters. Be guided by the sound of the letter.
  • 55. 55 Article  Rule 2 An is used before words beginning with a vowel sound.  For Example: An apple, an idiot, an imported article. Note: (a) In words like hour, honest, heir, the h is silent and they begin with a vowel sound, so they take the article an before them.  For Example: An honest officer, An hour ago, An heir to the throne.
  • 56. 56 Article  (b) The words hotel and historical beginning with a unaccented h also take an as the article.  For Example:  A hotel, An historical novel. (c) We say an M.A. and not a M.A. because the letter M begins with a vowel sound.
  • 57. 57 Article  Rule 3 The indefinite article is also used: (a) In the sense of one.  For Example: Not a sound was heard. Three feet make a yard. (b) In the sense of any, as against specific.  For Example: A dog is a faithful animal. A son should be obedient.
  • 58. 58 Article (c) To convert a proper noun into a common noun.  For Example: A Solomon comes to judgment. A Ravenna in the making.
  • 59. 59 Article The Definite Article THE  Rule 4 The definite article the is used in the following manner. (a) When we refer to a specific person or thing  For Example: The student who misbehaved has been expelled. The film is full of suspense.
  • 60. 60 Article (b) When we speak of somebody or something already referred to:  For Example: I met the man who hit you yesterday. In this the book you want? (c) With the names of oceans, rivers, hills, forests, mountain ranges etc.  For Example: The Himalayas guard India‟s northern border. The Ganga has become highly polluted.
  • 61. 61 Article ( d) Before common nouns which name unique things:  For Example: The earth is round. The sky is blue. The moon. The sun. (e) When a singular noun is used to represent a whole class:  For Example: The peacock is the most magnificent bird. The mango is the king of fruits.
  • 62. 62 Article (f) The is used with superlatives:  For Example: The best boy. The most difficult task. (g) The is used before nouns which refer to the people of a country.  For Example:  The Indians are a religious people.
  • 63. 63 Article (h) The is used before a proper noun if it is qualified by an adjective.  For Example: The immortal Gandhiji. (i) The is used before an adjective when the noun is understood:  For Example: The rich are arrogant.
  • 64. 64 Article  Rule 5 The article is omitted in the following cases: (a) Before names of materials:  For Example: Gold is the weakness of all women. (b) Before proper nouns:  For Example: New York is an attractive city.
  • 65. 65 Article (c) Before a common noun used in the widest sense:  For Example: What kind of man is he? (Not a man). (d) Before names of meals in the general sense:  For Example: We missed breakfast today. (Not the breakfast). Note: An article can be used to specify a particular meal:  For Example: The breakfast you prepared yesterday.
  • 66. 66 Article (e) Before abstract nouns used in the general sense:  For Example: Honesty, now days, is a difficult policy. (Not the honesty). (f) Before the names of languages.  For Example: English has become a universal language. (Not the English). (g) Before titles, if followed by the name.  For Example: King Henry the eighth. (not the king).
  • 67. 67 Preposition Correctly used of certain commonly used prepositions.  Rule 1 At & In At is used with small places and areas like towns and villages. It is also used before definite point of time. In is used with countries and large places and cities.
  • 68. 68 Preposition It is also used before a period.  For Example: I live at Lajpat Nagar in Delhi. See me at seven O‟ clock in the evening. My friend is in the U.S.A. The final battle was fought at Panipat.
  • 69. 69 Preposition  Rule 2 By & With By is used to express the agent or doer of an action. With refers to the instrument with which action is done.  For Example: A terrorist with a gun killed him. The politician was attacked by the mob with stones.
  • 70. 70 Preposition  Rule 3 Between & Among Between is used with reference to two persons. Among is used for more than two.  For Example: The father divided his time between his two sons. The father divided his time among his four children.
  • 71. 71 Preposition  Rule 4 In & Into In is used in speaking of things at rest. Into is used in speaking of things in motion.  For Example: Julie is in her room. Julie just walked into her room.
  • 72. 72 Prepositions  Rule 5 On & Upon On is used in speaking of things at rest. onto is used in speaking of things in motion.  For Example: The husband was sitting calmly on the sofa. His angry wife pounced upon him. Note: On and upon are usually idiomatically interchangeable.
  • 73. 73 Preposition  Rule 6 In & Within In denotes at the end of a future period. Within denotes before the end of a future period.  For Example: My father promised he will come back in two days. He returned within two days.
  • 74. 74 Preposition  Rule 7 After & In After generally refers to a period of time in the past. In generally refers to a period of time in the future.  For Example: My father returned home after a month. (Has returned) My father will return home in a month. (Still to return)
  • 75. 75 Preposition  Rule 8 Beside & Besides Beside means by the side of or outside of. Besides means in addition to.  For Example: The couple sat beside each other. (Sat alongside) There were three of us besides Ravi. (In addition to)
  • 76. 76 Preposition  Rule 9 Since & For Since denotes a point of time. For denotes a period of time.  For Example: I have lived in this house since 1970. I have lived in this house for twenty-seven years.
  • 77. 77 Verbs  Rule 1  In a compound sentence, a single verb can fit in with which two subjects, provided the form of the verb agrees with the subjects.  For Example:  His mouth was open, his nose twitching.  But the following sentence is incorrect.  His mouth was open, his eyes staring.  It should be written as:  His mouth was open, his eyes were staring.  Note the difference in the verb form.
  • 78. 78 Verb  Rule 2  Two auxiliary verbs can be used with one principal verb, provided the form of the principal verb suits both the auxiliaries.  For Example:  I never can or will hurt a fly.  But the following sense is incorrect.  He never has and never will refuse a bribe.  It should be written as:  He never has refused and never will refuse a bribe.  Note the difference in the verb form.
  • 79. 79 Verb  Rule 3  One auxiliary verb can be used with two principal verbs, provided its form suits both principal verbs.  For Example:  Several victims have been killed and several buried. But the following sentence is incorrect.  A new secretary has been elected and the old resigned.  Again note the difference in the verb form.
  • 80. 80 Verb  Rule 4  The verb lay and lie are often incorrectly used. The verb lay always takes an object and the three forms of the verb are: lay, laid, laid.  The verb lie (recline) does not take an object and the three forms of the verb are lie, lay and lain.
  • 81. 81 Verb  For Example:  Lay the table.  The servant laid the table.  Let the child lie.  The child lay on the bed.  The body has lain for two hours.  Note: Another meaning of the verb lie is “to tell a falsehood”. The three forms of this verb are lie, lied, lied. This should not be confused with the lie mentioned above.  For Example:  She is fond of telling lies.  Does she lie often?
  • 82. 82 Verb  Rule 5  The verb rise and raise are also often incorrectly used.  The verb rise means „to ascend‟ , „to go up‟.  The three forms of the verb are: rise, rose, risen. It does not take an object.
  • 83. 83 Verb  For Example:  The plane rose very quickly.  The mountains rise above the land.  My uncle has risen in life.  The verb raise means „to lift up‟, „to increase‟  The three forms of this verb are: raise, raised and raised.  For Example:  She raised her leg.  I requested the manager to give me a raise.  Do not raise your voice.
  • 84. 84 Verb  Rule 6  Note carefully the use of the following verbs:  Ring, sing, sink, begin, flow, show, hang, awake and fly.  The past tense and the past participle of these verbs are often mixed up.
  • 85. 85 Verb  The three forms of these verbs are:  Ring, Rang, Rung  Sink, Sank, Sunk  Sing, Sang, Sung  Begin, Began, Begun  Show, Showed, Showed / Shown  Flow, Flowed, Flowed  Hang, Hung, Hung (a picture)  Hang, Hanged, Hanged (criminal)  Fly, Flew, Flown
  • 86. 86 Verb  For Example:  The visitors rang (not rung) bell.  The ship sank (not sunk) without a trace.  The show has begun (not began)  The river has overflowed (not over flown) its banks.  The criminal was hanged (not hung)  The picture was hung (not hanged)
  • 87. 87 Verb  Rule 7  The use of shall and will  Many of the precise distinctions concerning the use of shall and will have passed out of informal speaking and writing. But formal writing still prohibits the arbitrary use of these two forms of the verb.  Shall is used in the first person and will in the second and third person to express simple futurity.
  • 88. 88 Verb  For Example:  I shall, we shall, you will, they will  However, in order to express determination, compulsion, threat, willingness, command or promise, reverse the order of shall and will. Use will in the first person and shall in the second and third person.
  • 89. 89 Verb  For Example:  I will go tomorrow, come what may.  You shall do this work.  I will try and improve my performance.  They shall go by this afternoon.  Note: (a) Will or shall should not be used twice in the same sentence if both actions refer to the future.
  • 90. 90 Verb  For Example:  Incorrect: I shall reach the office if the bus will come in time.  Correct: I shall reach the office if the bus comes in time.  (2) In asking questions, will is not used in the first person.  For Example:  Shall I go?  Shall we go?
  • 91. 91 Verb  Rule 8  The use of should and would. Should is the past tense of shall and generally follows the same rules that apply to shall.  Would is the past tense of will and generally follows the same rules that apply to will.  Both should and would have special too. Should is used in all three persons to express obligation. Both ought and should are used interchangeable to express obligation.
  • 92. 92 Verb  For Example:  We would go for a walk every evening.  I would not run away from responsibility.  He would try to do his best.
  • 93. 93 Verb  Rule 9 (use of ought)  For Example:  You ought to go home now.  Ought is used to express:  (a) Duty or moral obligation – The rich ought to help the poor.  (b) Probability – He ought to have come back home by now.  (c) Desirability – You ought to pray before every meal.
  • 94. 94 Verb  Rule 10 (May and Might)  As a principal verb, may express possibility or permission.  For Example:  Let‟s go, he may be home now.  May I leave now?
  • 95. 95 Verb  As an auxiliary verb, may express a wish or purpose.  For Example:  May you succeed in life?  We take medicine so that we may be cured.
  • 96. 96 Verb  Might is the past tense of May.  For Example:  He asked if he might leave.  It is also used to express a weak possibility or a polite suggestion.  For Example:  You might find the purse with the peon, but I doubt it.  You might make a suggestion if you want.
  • 97. 97 Verb  Rule 11 (Can and Could)  (a) Can express ability and capacity  For Example:  I can walk ten miles.  Can you solve this problem?  Can also express permission  For Example:  You can go  In this sentence can have the same meaning as May? The difference is that may is used to express possibility in affirmative sentences. Can is used in Interrogative or negative sentences.
  • 98. 98 Verb  For Example:  It may be true.  Can this be true?  It cannot be true.  Could is the past tense of can. It also acts as a principal verb when it expresses its own meaning.  For Example:  In spite of his illness, he could do well in the examination.  Could here, relates to ability.
  • 99. 99 Adverbs  As an adverb adjective modifies or qualifies a noun, an adverb modifies or qualifies a verb. It also qualifies adjectives and other adverbs.  Rule 1  As adverb should be placed, as far as possible, next to the verb or words it modifies.  For Example:  We arrived early.  He works hard.
  • 100. 100 Adverbs  Rule 2  The adverb only is usually misplaced. Only should be placed immediately before the word it modifies. For Example:  Only I failed in the exam.  Study the following sentences:  I scold him only when he abuses.  I only scold him when he abuses.
  • 101. 101 Adverbs   Change in the position of only changes the meaning.  The first sentence indicates the reason for scolding.  The second sentence suggests that nobody else scolds him.  So one should be careful in the placement of the adverb.
  • 102. 102 Adverbs  Rule 3  The adverb of time such as seldom, ever, never, generally, scarcely, merely, often etc. are placed before the verb.  For Example:  Incorrect: Speaking generally, the rule is unfair.  Correct: Generally speaking, the rule is unfair.
  • 103. 103 Adverbs  Incorrect: She comes seldom on time.  Correct: She seldom comes on time.  Incorrect: I go often for a walk.  Correct: I often go for a walk.  Rule 4  Else should be followed by but not by then.  For Example:  Who else but Chris would do this?
  • 104. 104 Adverbs  Rule 5  Much is used in (a) the comparative degree and (b) with past participle  Very is used in (a) the positive degree and (b) with present participle.  For Example:  I am feeling much better. (Not very better)  She was much delighted. (Not very delighted)  The news is very interesting. (Not much interesting)  Note: Past participle like pleased and tired take very before them.  For Example:  My mother is very pleased.  I am very tired.
  • 105. 105 Adverbs  Rule 6  The adverb too should not be used as a substitute of much and very. Further, it should be followed by to.  For Example:  Her results is too good to be true.  The burden was too much for one coolie to bear.
  • 106. 106 Adverbs  Rule 7  As… As is used in affirmative sentences.  So... As is used in negative sentences.  For Example:  My mother is as good as gold.  Neil is not so nice as his neighbor.
  • 107. 107 One Word Substitution  One who is unable to pay his debt: BANKRUPT.  One who easily believes others: CREDULOUS.  One who believes in god: THEIST.  One who is recovering from illness: CONVALESCENT.  One who is all powerful: OMNIPOTENT.  One who knows everything: OMNISCIENT.  One who does not make mistakes: INFALLIBLE.  One who can do anything for money: MERCENARY.  One who works for free: VOLUNTEER.  One who talks in sleep: SOMNILOQUIST.
  • 108. 108 One Word Substitution  On who eats human flesh: CANNIBAL.  One who loves books: BIBLIOPHILE.  One who can speak two languages: BILINGUAL.  One who helps others: GOOD SAMARITAN.  One who hates women: MISOGYNIST.  One who knows many languages: POLYGLOT.  One who thinks only of himself: EGOIST.  One who has strange habits: ECCENTRIC.  One who speaks less: RETICENT.
  • 109. 109 One Word Substitution  A sentence whose meaning is unclear: AMBIGUOUS.  That which cannot cannot be described: INDESCRIBABLE.  That which cannot cannot be avoided: INEVITABLE.  A position for which no salary is paid: HONORARY.  That which is not likely to happen: IMPROBABLE.  A book published after the death of its author: POSTHUMOUS.
  • 110. 110 One Word Substitution  A book written by an unknown author: ANONYMOUS.  A life history written by himself: AUTOBIOGRAPHY.  A life history written by somebody else: BIOGRAPHY.  People who work together: COLLEAGUES.  One who eats too much: GLUTTON.  That which cannot be satisfied: INSATIABLE.  One who questions everything: CYNIC.  One who lives in a foreign country: IMMIGRANT.
  • 111. 111 One Word Substitution  To transfer one‟s authority to another: DELEGATE.  One who is a newcomer: NEOPHYTE.  That which is lawful: LEGAL.  That which is against law: ILLEGAL.  One who is unmarried: CELIBATE.  A study of man: ANTHROPOLOGY.  A study of the body: PHYSIOLOGY.  A study of animals: ZOOLOGY.
  • 112. 112 One Word Substitution  A study of ancient things: ARCHAELOGY.  Murder of human being: HOMICIDE.  Murder of a Father: PATRICIDE.  Murder of a Mother: MATRICIDE.  Murder of Self: SUICIDE.  To free somebody from all blame: EXONERATE.  A handwriting that cannot be read: ILLEGIBLE.
  • 113. 113 One Word Substitution  One who is greedy for money: AVARICIOUS.  One who does no know how to read and write: ILLITERATE.  Period between boyhood and youth: ADOLESCENCE.  One who will sell himself for money: VENAL.  That which cannot be believed: INCREDIBLE.  That which cannot be seen: INVISIBLE.  That which cannot be heard: INAUDIBLE.
  • 114. 114 Time Management  Time Management is one aspect of the management process and is particularly related to self-management. It is relevant to everyone, not just those who have responsibility for others.  Effective Time Management is part of good practice and no matter where you are in the hierarchy and regardless of your level of responsibility you can still make sure that you manage your own time effectively and prevent others imposing bad time management upon you.
  • 115. 115 Time Management  Remember Time is….  - A resource – our scarcest resource – our most dramatic resource – passes at different speeds.  Why Manage Time?  Assess whether your job is achievable in a normal working week.  Find out which areas of your job you spend most time on.  Prioritize the functions within your job.  Prioritize on a daily basis.
  • 116. 116 Time Management  Assessing your Job  Areas being covered well - Areas being covered partially – Areas not covered at all – Parts of the job that have taken over – Extra Time – Personal Development – Family and Friends.  Prioritizing  Prioritize within your job – Establishing Priorities and tasks.
  • 117. 117 Time Management  Way of establishing how to prioritize your work is to use the following criteria.  Immediate: Tasks that have reached the deadline stage and will cause severe consequences if not tackled immediately.  Short: Possibly routine, but there will be a crisis if not dealt with during the next week.  Medium: Need to be done with the next few months in relation to the effectiveness of work in the future.  Long Term: Could be postponed indefinitely, but will eventually causes problems.
  • 118. 118 Time Management  Priorities and tasks can be classified as follows:-  Important and Urgent: Task with deadlines need immediate response and should be dealt with now.  Important and not Urgent: Tasks that are important and need to be done, but could be scheduled for a later date.  Urgent but not Important: Tasks from colleagues that they tell you are urgent (because they want them to be dealt with), but which you discover that they do not in fact need until the end of the week.
  • 119. 119 Time Management  Wasted Time: Information that lands on your desk which bears very little relevance to your work and is not worth bothering with.  Prioritizing is a matter of habit. It is learning not to tackle what is immediately in front of you but each day deciding what should come first and what can be left for the moment.
  • 120. 120 Time Management  Time Stealers:  Identify where both you and colleagues waste time.  Assess your most critical time wasters.  Devise an action plan for dealing with them.  How time is wasted – Personal Time Wasters:  Telephone interruptions
  • 121. 121 Time Management  Lack of Priorities  Poor communication  Indecision and Procrastination  Lack of self-discipline  Too Much Reading  Poor Delegation  Crisis Management  Inability to say „No‟  Drop-in Visitors  Too much Paper work
  • 122. 122 Time Management  Electronic Mail  Voice Mail  Personal Disorganization  Dealing with –  Personal time wasters  External time wasters  Team time wasters  Planning:  Assess why planning is so important  Be clear about the stages involved in planning  Identify different ways of planning in a range of situations
  • 123. 123 Time Management  Meetings:  Assess why many meetings are inflective  Plan meetings, make clear decisions and record meetings  Chair meetings both fairly and effectively  Avoided Crises:  Identify some of the common causes of the crises and ways dealing with them.  Avoid overload  Communicate effectively to avoid crises  Deal with procrastination
  • 124. 124 Time Management  Good Practice:  Keep on top of your workload by organizing your day and assessing how tasks should be approached with set time limits.  Learn how to say “No” and be realistic about what you can do.  Deal with the telephone.  Delegate effectively.
  • 125. 125 Time Management  Personal Organization:  Deal with paperwork and filing  Organize a system to keep on top of tasks  Organize your desk and workspace  The Diary:  Using the diary as a working tool  Using daily task lists  Diary systems
  • 126. 126 Time Management  Now, we Summarize the activities, which you can work them to your advantage for efficient Time Management  You are clear about your priorities and goals  You keep on top of your workload  You plan automatically  You communicate effectively  You learn to say “No”  You avoid time wasters
  • 127. 127 Time Management  You use the diary as a working tool  You have time to read  You deal with paperwork effectively  Your desk is uncluttered  You reduce your levels of stress
  • 128. 128 Customer Care  Why is Customer Care important to your Organization?  A good customer is essential just to service and it is exceptional customer care that will set you apart from your competitors. Most of the organizations talk about customer care as being like the centre of a stick of rock, permeating every part and activity of the organization. Customer care is not just a set of tasks – a list of do‟s and Don'ts: it is a way of life.  The hard evidence suggests that the profits gained from an individual customer increase significantly over time.
  • 129. 129 Customer Care  These gains come from:  Increased purchasing by the customer over time.  Savings from operating costs.  Gains from additional customers referred on from a satisfied customer.  Gains from the price premium that people will pay for a service or product that they trust.
  • 130. 130 Customer Care  The powerful point is made that if you lose a customer it is not generally not just that one sale that is lost but also potentially a lifetime of sales. Given that it can be very costly to gain a customer through advertising and other marketing costs, it is perhaps surprising that some organizations are so careless in their treatment of customers!
  • 131. 131 Customer Care  Why is customer care important to you?  Satisfied customers causes less stress  Satisfied customers take up less time  Satisfied customers tells others people enhancing your reputation  Customers are human beings
  • 132. 132 Customer Care  What is excellent customer care?  - What is quality of customer care you provide?  Having identified your customers and the nature of the service or product you offer, the crucial question is how well you do it.
  • 133. 133 Customer Care  There are usually four important elements involved in delivering quality customer care.  Appropriateness: Are your service / product what the customer actually wants – does it precisely meet their needs?  Consistency: Are your service / product of the required standard all the time?  Timeliness: do you provide the service when the customer needs it, over a reasonable time period?
  • 134. 134 Customer Care  Satisfying: does the way you provide your service ensure that is a good experience for the customer, e.g. you are friendly and helpful, and do you show interest and / or concern?
  • 135. 135 Communicating with your customers  - How we communicate  There is one skill that runs through every aspect of working life: the ability to communicate effectively. It is at the heart of excellent customer care and is central to developing positive relationships with your customer.
  • 136. 136 Communicating with your customers  You communicate with your customers in one of three ways:-  Face-to-face – in your shop, office or factory, or when you go out to their homes or offices.  On the telephone – responding to their calls or initiating calls yourself.  In writing – by letter, memo, report, circular, etc.
  • 137. 137 Communicating with your customers  There are some basic rules that apply to all forms of communication and then there are some specific skills that go with each type of communication. The first basic rule concerns how we communicate. One famous researcher, Albert Mehrabian came up with some fascinating results. He concluded that the way a message is conveyed is through.
  • 138. 138 Communicating with your customers  What we say, i.e. the words we use – 7%  How we say it, i.e. the use of the voice in terms of tone, volume, pace – 38%  Our body language – 55%
  • 139. 139 Communicating with your customers  Three key communication skills, which must be concentrated upon, are:  Building and maintaining rapport  Active listening  Effective questioning  Remember good salesman listens 80% and talks 20%
  • 140. 140 Communicating with your customers  7 Secrete of Selling as illustrated by Management Guru, Gary Goodman  Increase your confidence  Create instant rapport and credibility with your clients  Lead your customers into selling themselves  Put passion in your presentations  Use your body language more effectively  Organize your day to maximize your results  Turn setbacks and rejections into increased sales
  • 141. 141 MOCK INTERVIEW  What is Interview?  Interview is a selection technique that enables the interviewer to view that the total individual and to apprise him and his behavior. It consists of interaction between interviewer and applicant. If handled properly, it can be a powerful technique achieving accurate information and getting access to material otherwise unavailable.
  • 142. 142 MOCK INTERVIEW  However, if the interview is not handled properly, it can be a source of bias, restricting or distorting the flow of communication. Interview is the most widely used selection technique because of its easiness.  There can be several types of Interviews: Preliminary Interview, Stress Interview, Patterned Interview and Depth Interview.
  • 143. 143 MOCK INTERVIEW  Preliminary Interview: It is held to find out whether the candidate is required to be interviewed in more detail.  Stress Interview: It is directed to create situations of stress to find out whether the applicant can perform well in a condition of stress.
  • 144. 144 MOCK INTERVIEW  Patterned Interview: It is structured and questions asked are decided in advance. This is done to maintain uniformity in different boards of interviewers.  Depth Interview: It is also known as non-directive interview covers the complete life history of the applicant and includes such areas as the candidate work experience, academic qualifications, health interests, hobbies etc. The method is informed, conversational with freedom of expression to the candidate.
  • 145. 145 MOCK INTERVIEW  Role of Interview:  An interview is an attempt to secure maximum possible information about the candidates relevant for their suitability or otherwise for the employment. In fact, it is so essential in the selection process that much time; selection of the candidates is made on the basis of interview alone. If handled properly interview contributes in the following ways:-
  • 146. 146 MOCK INTERVIEW  It is the only method of direct contact between the candidates and the employer in which the employer can see a candidate in action – how he looks, his manner, his wearing, his appearance, etc. method of interaction and answering. Etc.  Many of the information can be sought through the interview which may not be available in application form, or cannot be disclosed by the selection tests, such as family background, future plans etc.
  • 147. 147 MOCK INTERVIEW  The interview can be used as a tool for giving information about the organization; its policies nature of work to be performed by the candidate, salary and perks to be offered to the candidate can also be undertaken.  Interview can be used as a method to promote goodwill among the candidates by offering courtesy, by providing vocational literature, by constructive suggestions, and by showing interest in them.
  • 148. 148 MOCK INTERVIEW  Principles of Interviewing: As indicated earlier, interview is the most frequently used technique for selection. However, it can give better results only when it is conducted properly. Following points can be taken into consideration to make an interview more effective:
  • 149. 149 MOCK INTERVIEW  There should be proper planning before holding the interview. Planning may include determination of who will conduct interview, what way it will be conducted,
  • 150. 150
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    • 1. 1 PERSONALITY DEVELOPMENT Presented by: Ritesh Sharma (SDI & PD Trainer) 1 1
  • 2. 2 Contact us:  Cell : +91-9919831565  Cell : +91-9307095790  Email: ritesh.hclcdc@yahoo.in  Email: ritesh.hclcdc@gmail.com  Website: www.hclcdc.in  Website: www.sdi-europe.com
  • 3. 3 Course Objective 1. INTRODUCTION. 2. BUSINESS OF CORPORATE ETIQUETTE / MANNERS & GROOMING. 3. BODY LANGUAGE. 4. PHYSIOLOGICAL. 5. COMMON SENSE. 6. MOTIVATION. 7. LEADERSHIP. 8. SAFETY.
  • 4. 4 Course Objective 9. COMMUNICATION. 10. WHY & HOW. 11. ORAL & WRITTEN COMMUNICATION. 12. TENSES. 13. VERBS. 14. ADJEVTIVES. 15. ARTICLES. 16. ADJECTIVES.
  • 5. 5 Course Objective 17. ADVERBS. 18. PREPOSITION. 19. READING COMPREHENSION. 20. ONE WORD SUBSTITUTION. 21. VOCABULARY TEST. 22. SPELLING TEST. 23. BUSINESS LETTERS. 24. TIME MANAGEMENT.
  • 6. 6 Course Objective 25. ASSESSING YOUR JOB. 26. CUSTOMER CARE. 27. COMMUNICATING WITH YOUR CUSTOMERS / TELEPHONIC ETIQUETTES. 28. WHAT IS INTERVIEW? 29. PRINCIPLE OF INTERVIEW. 3O.ROLE OF INTERVIEW 30. MOCK INTERVIEW. 31. ….ONTO THE INTERVIEW TABLE. 32. LEARN TO SAY “NO”
  • 7. 7 Course Objective 32. SAY “ THANKS & SORRY” 33. GROUP DISCUSSION. 34. HOW TO MANAGE DIFFICULTIES IN OFFICE. 35. BE INTELLEGENT WITH WISE SERMONS. 36. MEMORY EXERCISE. 37. MEMORY TEST. 38. IQ TEST – QUIZ. 39. IQ TEST – BUSINESS GAME.
  • 8. 8 Course Objective 40. PRACTICAL. 41. FIND OUT THE PROBLEMS. 42. DEBATE & STAGE PRESENTATION. 43. SOLVING PROBLEMS. 44. OVERVIEW MOCK SESSION. 45.
  • 9. 9 INTRODUCTION Self- development process involves two stages: developing awareness about self and adopting methods of development in the light of the self-awareness analysis. Both these are important as the self-development in not externally oriented. Improvement in knowledge, attitudes and skills are paramount.
  • 10. 10 Developing Self-Awareness  There must be complete introspection of one to assess one‟s own strengths, weaknesses, opportunities and threats (SWOT Analysis).  There should be self-insight to identify patterns in emotional life and reactions, recognizing similar patterns in others.  On identification of one‟s patterns, there must be self-acceptance of the mistakes and weaknesses which may be overcome through self-development process.‟
  • 11. 11 Developing Self-Awareness There must be right attitudes to develop a positive mindset or readiness to accept change. Resistance to change blocks self-development. Our lives are not determined by what happens to us, but how we react to what happens: Not by what life brings to us, but by the attitude we bring to life. A positive attitude causes a chain reaction of positive thoughts, events and outcomes. It is a catalyst….a spark that creates extraordinary results.
  • 12. 12 BUSINESS ETIQUETTE / MANNERS & GROOMING What is Etiquette? Etiquette is defined as the usages and rules for behaviour in polite society, official or professional life. Certain basic rules are still accepted as the norm and it is for us to know both the old etiquette and the new etiquette.
  • 13. 13 Remember following tips…. 1. You should be prepared with: - Attitude, Focus, Self-Introduction, Conversation, Business Cards, Smile & Handshake. 2. You should say something….Anything - Don't wait; Initiate. Take the Risk; the rewards are yours. Listen with interest to the response. Smile and make eye contact.
  • 14. 14 Remember following tips…. 3. You should watch out for manners: - Learn old and new etiquette and brush up on your manners. Acknowledge others. Treat everyone nicely. 4. You should avoid the common crutches: - Do not arrive too late. Don't leave too early. Don't drink too much. Don't gorge at the buffet table.
  • 15. 15 Remember following tips…. 5. You should remember the three E‟s: - Make an EFFORT - Bring your ENERGY - Exude ENTHUSIASM 6. You should remember the four C‟s: - COURTESY - CARING - CHARM - COURAGE
  • 16. 16 BODY LANGUAGE How to Read Person like a Book  Facial Expressions  Walking Gestures  Shaking Hands  Openness  Defensiveness  Evaluation  Suspicion
  • 17. 17 Body Language  Reassurance  Cooperation  Frustration  Confidence  Nervousness  Self-Control  Boredom
  • 18. 18 Body Language  Acceptance  Expectancy Relations & Circumstances  Parent and Child  Lovers  Strangers  Superiors and Subordinates  Buyer and Seller
  • 19. 19 Physiological The physiological needs are for food, drink and sleep. If these needs are not satisfied, the employee will not be motivated.
  • 20. 20 Common Sense Let‟s put what you do as a manager in terms of the dictates of common sense. Need: People want to know what is expected of them. Action: Tell them. Need: People want to achieve. Action: Give those goals and a chance. Need: People want to be noticed. Action: Pay attention to them.
  • 21. 21 Common Sense Need : People want to believe. Action : Give them a mission. Need : People want to be appreciated. Action : Say thanks. Need : People want to care. Action : Care and they will.
  • 22. 22 Common Sense  There are a few additional points that can help you create and maintain a high level of motivation among your staff. They are basic and can be applied naturally.  A sincere “thanks” is worth a bunch of motivational speeches.  Don't over use it, but Don't be afraid to use it.  A complement is a standard, as well as an expression of appreciation. With most people,
  • 23. 23 Common Sense Saying “well done” will result in more opportunities to say “well done”.  A motivated employee is terrific. Build a team of motivated employees.  A winning team consists of individual winners.  Winning companies are made up of motivated people. They desire to do well, are rewarded for doing well, and will continue to do well. After all, it‟s fun to win.
  • 24. 24 Motivation The Hawthrone effect of motivation significantly points those human beings. Your staff be it two or two hundred, will react to you. The interest you take in your staff and the attention you pay to them will have more to do with their level of motivation than anything else. Understanding your staff what makes them “turn on” or “turn off” to the work process is key to your being able to get things done through them.
  • 25. 25 Motivation Consider the hierarchy of needs in terms of the work situation towards Motivation & Personality.
  • 26. 26 Leadership A true leader has the confidence to stand alone, the courage to make tough decisions and the compassion to listen to the needs of others. He does not set out to be a leader, but becomes one by the quality of his actions and the integrity of his intent. In the end, leaders are much like eagles …they Don't flock; you find them one at a time.
  • 27. 27 Leadership Finally remember Leadership Magic = C*2 (Charm * Courage) Hence, to take charge and to take control remembers to follow following principles:  Don't surrender leadership to outside forces.  Don't surrender leadership to faces.  Don't surrender leadership to fences.  Don't surrender leadership to frustrations.
  • 28. 28 Leadership  Don't surrender leadership to fears.  Don't surrender leadership to fatigue.  Don't surrender leadership to faults.  Don't surrender leadership to facts.  Don't surrender leadership to frenzies.  Don't surrender leadership to forecasts.  Don't surrender leadership to your foes.  Don't surrender leadership to your friends.  Don't surrender leadership to one thing – faith.
  • 29. 29 Safety Stability, freedom from fear, structure and order are the “safety” needs. At this level, your influence starts to be more noticeable. An orderly work environment, an attitude of purpose and commitment on your part, a reasonable show of tolerance rather than flashing the sword are the ways you influence the level of motivation associated with the safety needs.
  • 30. 30 Communication Communication is a way two-way flow of information. The two-way characteristics calls for both saying something and listening to something. A good manager always exchanges. Better management calls for better communication, which is sought to be participative.
  • 31. 31 Communication (Why & How) Why? Communication takes place for one of three purpose to inform, to direct, or to request. Unclear communication will misinform and misdirect. Everybody suffers. If the wrong request is made, or the request is unclear, the chances of getting the desired results are weak at best. Clear communication precedes obtaining the desired result.
  • 32. 32 Communication (Why & How) How? The most common methods are, of course, oral and written communication. But there are some important complements to these two forms. Your tone of voice carries a message equal to or greater than, the words you speak. Your actions express the values that truly govern your behaviour: one act (of temper or patience, of panic or calm under pressure, of defensiveness or self-confidence) is worth more than thousand words .
  • 33. 33 Communication (Why & How) And it should not surprise you to know that communication occurs without a single word: when the boss closes the door, communication occurs. These characteristics are straightforward. Understand them is easy. Here are the statements, which you need to follow religiously.  I recognize that effective communication is hard work.
  • 34. 34 Communication (Why & How)  I know what needs to be said before I speak or write.  I think about my audience – who they are, what their level of interest is likely to be, and what their level of understanding is.  I choose the right the words for the subject and the audience.  I try to be interesting.
  • 35. 35 Communication (Why & How)  I am aware of the environment (office or social setting, open or closed door, morale, boss etc.) when I communicate.  I look for feedback.  I listen with the same level of interest I want given to me.  I seek common understanding.
  • 36. 36 Oral and Written Communication Just listen and spell the following:-  BOSS  SUPERVISOR  IMMEDIATE  EXPRESS  EMPLOYMENT  ASSIGNMENT  DUPLICATE  ENCLOSED  OBLIGED
  • 37. 37 Oral and Written Communication Just listen and spell the following:-  VALUED  FOCUS  LAPSE  EXPIRY  VALIDITY  ACKNOWLEDGE  THANKFUL  RECONCILIATION  DEBTORS
  • 38. 38 Oral and Written Communication Just listen and spell the following:-  LIABILITY  EXECUTIVE  ORGANISATION  MOTIVATION  PERFORMANCE  INTERVIEW  COMMUNICATION  SANCTION  APPROVAL
  • 39. 39 Oral and Written Communication Just listen and spell the following:-  ALLOWANCE  PERQUISITES  CURRENCY  SUGGESTION  EXCLUSIVE  LIASION  REPRESENTATION  CREDITORS  SYSTEMATIC  CONCLUSION  PERMISSION  GUARANTEE  SIGNATORY
  • 40. 40 Adjectives  Rule 1 In comparing two things, the comparative degree should be used: for more than two, superlative degree should be used.  For Example: Incorrect: He is the best of the two brothers. Correct: He is better of the two brothers. Incorrect: Among the three friends, John is better. Correct: Among the three friends, John is the best.
  • 41. 41 Adjectives  Rule 2 The use of double comparatives and superlative should be avoided.  For Example: Incorrect: Tom is more smarter than Mike. Correct: Tom is smarter than Mike.
  • 42. 42 Adjectives  Rule 3 When a comparative is followed by than, just any or all should not be used; other should be added to these.  For Example: Incorrect: He is cruder than any man living. Correct: He is cruder than any other man living. Incorrect: Birbal was wiser than any man living. Correct: Birbal was wiser than any other man living.
  • 43. 43 Adjectives  Rule 4 When the superlative degree is used, then other is avoided.  For Example: Incorrect: Birbal was the wisest of all other courtiers. Correct: Birbal was the wisest of all courtiers.
  • 44. 44 Adjectives  Rule 5 After the use of comparative like superior, inferior, prefer, preferable, junior, senior, anterior, prior, to should be used instead of than.  For Example: Incorrect: As a batsman, Jayasurya is superior than Tendulkar. Correct: As a batsman, Jayasurya is superior to Tendulkar.
  • 45. 45 Adjective  Note: Greater than or smaller than are often used incorrectly. Study the following examples carefully:  For Example: Incorrect: The area of U.P. is greater than Bihar. Correct: The area of U.P. is greater than that of Bihar. Incorrect: The population of India is smaller than China. Correct: The population of India is smaller than that of China.
  • 46. 46 Adjectives  Rule 6 Some adjectives like perfect, universal, unique, chief, complete entire, full etc. are considered to be superlative, so they do not take any comparatives.  For Example: Incorrect: This is the most unique feature of the car. Correct: This is the unique feature of the car. Incorrect: This belief is most universally accepted. Correct: This belief is universally accepted.
  • 47. 47 Adjectives  Rule 7 Few and a Few, Little and a little have different meanings. Few and Little are negative, meaning: not many or hardly any. A few and A little are positive, meaning: some (though not much).  For Example: I have lost little money in the stock exchange. (Hardly any). I have lost a little money in the stock exchange (some).
  • 48. 48 Adjectives Both the sentences have different meanings.  Similarly: Few people believed what you said A few people believed what you said Have different meanings. But “Little knowledge is a dangerous thing” is incorrect. It should be “A little knowledge is a dangerous thing”.
  • 49. 49 Adjectives  Rule 8 Less is used for quantity, and fewer in case of number.  For Example: Incorrect: No less than twenty politicians have corruption cases registered against them. Correct: No fewer than twenty politicians have corruption cases registered against them. Incorrect: We buy no fewer than three crates of cold drinks. Correct: We buy no less than three crates of cold drinks.
  • 50. 50 Adjectives  Rule 9 Older and oldest may be used for persons and things, but elder and eldest are used only for persons, and that too usually of the same family.  For Example: Incorrect: My oldest sister is still unmarried. Correct: My eldest sister is still unmarried. Incorrect: Ron is elder than Bill. Correct: Ron is older than Bill.
  • 51. 51 Adjectives  Rule 10 Any is used in negative sentences and some is used in affirmative sentences; both any and some can be used in interrogative sentences.  For Example: Incorrect: He did not give me something on my birthday. Correct: He did not give me anything on my birthday. Incorrect: I told him to give any money to the beggar. Correct: I told him to give some money to the beggar.
  • 52. 52 Adjectives  Rule 11 Latest and last are often incorrectly used. Latest is the superlative form of late meaning most recent. Last means final or contrasted with first.  For Example: Incorrect: Do you know the last score? Correct: Do you know the latest score? Incorrect: He missed the latest train. Correct: He missed the last train.
  • 53. 53 Articles The indefinite articles A and An. The use of articles A and an is determined based on sound.  Rule 1 The article A is used before words beginning with a consonant sound.  For Example: A man, A Tree, A House. Note: (a) worlds like European, University, useful, union, take the article a, as they begin with a consonant sound „you‟.
  • 54. 54 Articles  For Example:  A European, A useful thing (b) One begins with the consonant sound w, so it takes the article a.  For Example: A one man enquiry commission Don't be misguided by the vowel or consonant letters. Be guided by the sound of the letter.
  • 55. 55 Article  Rule 2 An is used before words beginning with a vowel sound.  For Example: An apple, an idiot, an imported article. Note: (a) In words like hour, honest, heir, the h is silent and they begin with a vowel sound, so they take the article an before them.  For Example: An honest officer, An hour ago, An heir to the throne.
  • 56. 56 Article  (b) The words hotel and historical beginning with a unaccented h also take an as the article.  For Example:  A hotel, An historical novel. (c) We say an M.A. and not a M.A. because the letter M begins with a vowel sound.
  • 57. 57 Article  Rule 3 The indefinite article is also used: (a) In the sense of one.  For Example: Not a sound was heard. Three feet make a yard. (b) In the sense of any, as against specific.  For Example: A dog is a faithful animal. A son should be obedient.
  • 58. 58 Article (c) To convert a proper noun into a common noun.  For Example: A Solomon comes to judgment. A Ravenna in the making.
  • 59. 59 Article The Definite Article THE  Rule 4 The definite article the is used in the following manner. (a) When we refer to a specific person or thing  For Example: The student who misbehaved has been expelled. The film is full of suspense.
  • 60. 60 Article (b) When we speak of somebody or something already referred to:  For Example: I met the man who hit you yesterday. In this the book you want? (c) With the names of oceans, rivers, hills, forests, mountain ranges etc.  For Example: The Himalayas guard India‟s northern border. The Ganga has become highly polluted.
  • 61. 61 Article ( d) Before common nouns which name unique things:  For Example: The earth is round. The sky is blue. The moon. The sun. (e) When a singular noun is used to represent a whole class:  For Example: The peacock is the most magnificent bird. The mango is the king of fruits.
  • 62. 62 Article (f) The is used with superlatives:  For Example: The best boy. The most difficult task. (g) The is used before nouns which refer to the people of a country.  For Example:  The Indians are a religious people.
  • 63. 63 Article (h) The is used before a proper noun if it is qualified by an adjective.  For Example: The immortal Gandhiji. (i) The is used before an adjective when the noun is understood:  For Example: The rich are arrogant.
  • 64. 64 Article  Rule 5 The article is omitted in the following cases: (a) Before names of materials:  For Example: Gold is the weakness of all women. (b) Before proper nouns:  For Example: New York is an attractive city.
  • 65. 65 Article (c) Before a common noun used in the widest sense:  For Example: What kind of man is he? (Not a man). (d) Before names of meals in the general sense:  For Example: We missed breakfast today. (Not the breakfast). Note: An article can be used to specify a particular meal:  For Example: The breakfast you prepared yesterday.
  • 66. 66 Article (e) Before abstract nouns used in the general sense:  For Example: Honesty, now days, is a difficult policy. (Not the honesty). (f) Before the names of languages.  For Example: English has become a universal language. (Not the English). (g) Before titles, if followed by the name.  For Example: King Henry the eighth. (not the king).
  • 67. 67 Preposition Correctly used of certain commonly used prepositions.  Rule 1 At & In At is used with small places and areas like towns and villages. It is also used before definite point of time. In is used with countries and large places and cities.
  • 68. 68 Preposition It is also used before a period.  For Example: I live at Lajpat Nagar in Delhi. See me at seven O‟ clock in the evening. My friend is in the U.S.A. The final battle was fought at Panipat.
  • 69. 69 Preposition  Rule 2 By & With By is used to express the agent or doer of an action. With refers to the instrument with which action is done.  For Example: A terrorist with a gun killed him. The politician was attacked by the mob with stones.
  • 70. 70 Preposition  Rule 3 Between & Among Between is used with reference to two persons. Among is used for more than two.  For Example: The father divided his time between his two sons. The father divided his time among his four children.
  • 71. 71 Preposition  Rule 4 In & Into In is used in speaking of things at rest. Into is used in speaking of things in motion.  For Example: Julie is in her room. Julie just walked into her room.
  • 72. 72 Prepositions  Rule 5 On & Upon On is used in speaking of things at rest. onto is used in speaking of things in motion.  For Example: The husband was sitting calmly on the sofa. His angry wife pounced upon him. Note: On and upon are usually idiomatically interchangeable.
  • 73. 73 Preposition  Rule 6 In & Within In denotes at the end of a future period. Within denotes before the end of a future period.  For Example: My father promised he will come back in two days. He returned within two days.
  • 74. 74 Preposition  Rule 7 After & In After generally refers to a period of time in the past. In generally refers to a period of time in the future.  For Example: My father returned home after a month. (Has returned) My father will return home in a month. (Still to return)
  • 75. 75 Preposition  Rule 8 Beside & Besides Beside means by the side of or outside of. Besides means in addition to.  For Example: The couple sat beside each other. (Sat alongside) There were three of us besides Ravi. (In addition to)
  • 76. 76 Preposition  Rule 9 Since & For Since denotes a point of time. For denotes a period of time.  For Example: I have lived in this house since 1970. I have lived in this house for twenty-seven years.
  • 77. 77 Verbs  Rule 1  In a compound sentence, a single verb can fit in with which two subjects, provided the form of the verb agrees with the subjects.  For Example:  His mouth was open, his nose twitching.  But the following sentence is incorrect.  His mouth was open, his eyes staring.  It should be written as:  His mouth was open, his eyes were staring.  Note the difference in the verb form.
  • 78. 78 Verb  Rule 2  Two auxiliary verbs can be used with one principal verb, provided the form of the principal verb suits both the auxiliaries.  For Example:  I never can or will hurt a fly.  But the following sense is incorrect.  He never has and never will refuse a bribe.  It should be written as:  He never has refused and never will refuse a bribe.  Note the difference in the verb form.
  • 79. 79 Verb  Rule 3  One auxiliary verb can be used with two principal verbs, provided its form suits both principal verbs.  For Example:  Several victims have been killed and several buried. But the following sentence is incorrect.  A new secretary has been elected and the old resigned.  Again note the difference in the verb form.
  • 80. 80 Verb  Rule 4  The verb lay and lie are often incorrectly used. The verb lay always takes an object and the three forms of the verb are: lay, laid, laid.  The verb lie (recline) does not take an object and the three forms of the verb are lie, lay and lain.
  • 81. 81 Verb  For Example:  Lay the table.  The servant laid the table.  Let the child lie.  The child lay on the bed.  The body has lain for two hours.  Note: Another meaning of the verb lie is “to tell a falsehood”. The three forms of this verb are lie, lied, lied. This should not be confused with the lie mentioned above.  For Example:  She is fond of telling lies.  Does she lie often?
  • 82. 82 Verb  Rule 5  The verb rise and raise are also often incorrectly used.  The verb rise means „to ascend‟ , „to go up‟.  The three forms of the verb are: rise, rose, risen. It does not take an object.
  • 83. 83 Verb  For Example:  The plane rose very quickly.  The mountains rise above the land.  My uncle has risen in life.  The verb raise means „to lift up‟, „to increase‟  The three forms of this verb are: raise, raised and raised.  For Example:  She raised her leg.  I requested the manager to give me a raise.  Do not raise your voice.
  • 84. 84 Verb  Rule 6  Note carefully the use of the following verbs:  Ring, sing, sink, begin, flow, show, hang, awake and fly.  The past tense and the past participle of these verbs are often mixed up.
  • 85. 85 Verb  The three forms of these verbs are:  Ring, Rang, Rung  Sink, Sank, Sunk  Sing, Sang, Sung  Begin, Began, Begun  Show, Showed, Showed / Shown  Flow, Flowed, Flowed  Hang, Hung, Hung (a picture)  Hang, Hanged, Hanged (criminal)  Fly, Flew, Flown
  • 86. 86 Verb  For Example:  The visitors rang (not rung) bell.  The ship sank (not sunk) without a trace.  The show has begun (not began)  The river has overflowed (not over flown) its banks.  The criminal was hanged (not hung)  The picture was hung (not hanged)
  • 87. 87 Verb  Rule 7  The use of shall and will  Many of the precise distinctions concerning the use of shall and will have passed out of informal speaking and writing. But formal writing still prohibits the arbitrary use of these two forms of the verb.  Shall is used in the first person and will in the second and third person to express simple futurity.
  • 88. 88 Verb  For Example:  I shall, we shall, you will, they will  However, in order to express determination, compulsion, threat, willingness, command or promise, reverse the order of shall and will. Use will in the first person and shall in the second and third person.
  • 89. 89 Verb  For Example:  I will go tomorrow, come what may.  You shall do this work.  I will try and improve my performance.  They shall go by this afternoon.  Note: (a) Will or shall should not be used twice in the same sentence if both actions refer to the future.
  • 90. 90 Verb  For Example:  Incorrect: I shall reach the office if the bus will come in time.  Correct: I shall reach the office if the bus comes in time.  (2) In asking questions, will is not used in the first person.  For Example:  Shall I go?  Shall we go?
  • 91. 91 Verb  Rule 8  The use of should and would. Should is the past tense of shall and generally follows the same rules that apply to shall.  Would is the past tense of will and generally follows the same rules that apply to will.  Both should and would have special too. Should is used in all three persons to express obligation. Both ought and should are used interchangeable to express obligation.
  • 92. 92 Verb  For Example:  We would go for a walk every evening.  I would not run away from responsibility.  He would try to do his best.
  • 93. 93 Verb  Rule 9 (use of ought)  For Example:  You ought to go home now.  Ought is used to express:  (a) Duty or moral obligation – The rich ought to help the poor.  (b) Probability – He ought to have come back home by now.  (c) Desirability – You ought to pray before every meal.
  • 94. 94 Verb  Rule 10 (May and Might)  As a principal verb, may express possibility or permission.  For Example:  Let‟s go, he may be home now.  May I leave now?
  • 95. 95 Verb  As an auxiliary verb, may express a wish or purpose.  For Example:  May you succeed in life?  We take medicine so that we may be cured.
  • 96. 96 Verb  Might is the past tense of May.  For Example:  He asked if he might leave.  It is also used to express a weak possibility or a polite suggestion.  For Example:  You might find the purse with the peon, but I doubt it.  You might make a suggestion if you want.
  • 97. 97 Verb  Rule 11 (Can and Could)  (a) Can express ability and capacity  For Example:  I can walk ten miles.  Can you solve this problem?  Can also express permission  For Example:  You can go  In this sentence can have the same meaning as May? The difference is that may is used to express possibility in affirmative sentences. Can is used in Interrogative or negative sentences.
  • 98. 98 Verb  For Example:  It may be true.  Can this be true?  It cannot be true.  Could is the past tense of can. It also acts as a principal verb when it expresses its own meaning.  For Example:  In spite of his illness, he could do well in the examination.  Could here, relates to ability.
  • 99. 99 Adverbs  As an adverb adjective modifies or qualifies a noun, an adverb modifies or qualifies a verb. It also qualifies adjectives and other adverbs.  Rule 1  As adverb should be placed, as far as possible, next to the verb or words it modifies.  For Example:  We arrived early.  He works hard.
  • 100. 100 Adverbs  Rule 2  The adverb only is usually misplaced. Only should be placed immediately before the word it modifies. For Example:  Only I failed in the exam.  Study the following sentences:  I scold him only when he abuses.  I only scold him when he abuses.
  • 101. 101 Adverbs   Change in the position of only changes the meaning.  The first sentence indicates the reason for scolding.  The second sentence suggests that nobody else scolds him.  So one should be careful in the placement of the adverb.
  • 102. 102 Adverbs  Rule 3  The adverb of time such as seldom, ever, never, generally, scarcely, merely, often etc. are placed before the verb.  For Example:  Incorrect: Speaking generally, the rule is unfair.  Correct: Generally speaking, the rule is unfair.
  • 103. 103 Adverbs  Incorrect: She comes seldom on time.  Correct: She seldom comes on time.  Incorrect: I go often for a walk.  Correct: I often go for a walk.  Rule 4  Else should be followed by but not by then.  For Example:  Who else but Chris would do this?
  • 104. 104 Adverbs  Rule 5  Much is used in (a) the comparative degree and (b) with past participle  Very is used in (a) the positive degree and (b) with present participle.  For Example:  I am feeling much better. (Not very better)  She was much delighted. (Not very delighted)  The news is very interesting. (Not much interesting)  Note: Past participle like pleased and tired take very before them.  For Example:  My mother is very pleased.  I am very tired.
  • 105. 105 Adverbs  Rule 6  The adverb too should not be used as a substitute of much and very. Further, it should be followed by to.  For Example:  Her results is too good to be true.  The burden was too much for one coolie to bear.
  • 106. 106 Adverbs  Rule 7  As… As is used in affirmative sentences.  So... As is used in negative sentences.  For Example:  My mother is as good as gold.  Neil is not so nice as his neighbor.
  • 107. 107 One Word Substitution  One who is unable to pay his debt: BANKRUPT.  One who easily believes others: CREDULOUS.  One who believes in god: THEIST.  One who is recovering from illness: CONVALESCENT.  One who is all powerful: OMNIPOTENT.  One who knows everything: OMNISCIENT.  One who does not make mistakes: INFALLIBLE.  One who can do anything for money: MERCENARY.  One who works for free: VOLUNTEER.  One who talks in sleep: SOMNILOQUIST.
  • 108. 108 One Word Substitution  On who eats human flesh: CANNIBAL.  One who loves books: BIBLIOPHILE.  One who can speak two languages: BILINGUAL.  One who helps others: GOOD SAMARITAN.  One who hates women: MISOGYNIST.  One who knows many languages: POLYGLOT.  One who thinks only of himself: EGOIST.  One who has strange habits: ECCENTRIC.  One who speaks less: RETICENT.
  • 109. 109 One Word Substitution  A sentence whose meaning is unclear: AMBIGUOUS.  That which cannot cannot be described: INDESCRIBABLE.  That which cannot cannot be avoided: INEVITABLE.  A position for which no salary is paid: HONORARY.  That which is not likely to happen: IMPROBABLE.  A book published after the death of its author: POSTHUMOUS.
  • 110. 110 One Word Substitution  A book written by an unknown author: ANONYMOUS.  A life history written by himself: AUTOBIOGRAPHY.  A life history written by somebody else: BIOGRAPHY.  People who work together: COLLEAGUES.  One who eats too much: GLUTTON.  That which cannot be satisfied: INSATIABLE.  One who questions everything: CYNIC.  One who lives in a foreign country: IMMIGRANT.
  • 111. 111 One Word Substitution  To transfer one‟s authority to another: DELEGATE.  One who is a newcomer: NEOPHYTE.  That which is lawful: LEGAL.  That which is against law: ILLEGAL.  One who is unmarried: CELIBATE.  A study of man: ANTHROPOLOGY.  A study of the body: PHYSIOLOGY.  A study of animals: ZOOLOGY.
  • 112. 112 One Word Substitution  A study of ancient things: ARCHAELOGY.  Murder of human being: HOMICIDE.  Murder of a Father: PATRICIDE.  Murder of a Mother: MATRICIDE.  Murder of Self: SUICIDE.  To free somebody from all blame: EXONERATE.  A handwriting that cannot be read: ILLEGIBLE.
  • 113. 113 One Word Substitution  One who is greedy for money: AVARICIOUS.  One who does no know how to read and write: ILLITERATE.  Period between boyhood and youth: ADOLESCENCE.  One who will sell himself for money: VENAL.  That which cannot be believed: INCREDIBLE.  That which cannot be seen: INVISIBLE.  That which cannot be heard: INAUDIBLE.
  • 114. 114 Time Management  Time Management is one aspect of the management process and is particularly related to self-management. It is relevant to everyone, not just those who have responsibility for others.  Effective Time Management is part of good practice and no matter where you are in the hierarchy and regardless of your level of responsibility you can still make sure that you manage your own time effectively and prevent others imposing bad time management upon you.
  • 115. 115 Time Management  Remember Time is….  - A resource – our scarcest resource – our most dramatic resource – passes at different speeds.  Why Manage Time?  Assess whether your job is achievable in a normal working week.  Find out which areas of your job you spend most time on.  Prioritize the functions within your job.  Prioritize on a daily basis.
  • 116. 116 Time Management  Assessing your Job  Areas being covered well - Areas being covered partially – Areas not covered at all – Parts of the job that have taken over – Extra Time – Personal Development – Family and Friends.  Prioritizing  Prioritize within your job – Establishing Priorities and tasks.
  • 117. 117 Time Management  Way of establishing how to prioritize your work is to use the following criteria.  Immediate: Tasks that have reached the deadline stage and will cause severe consequences if not tackled immediately.  Short: Possibly routine, but there will be a crisis if not dealt with during the next week.  Medium: Need to be done with the next few months in relation to the effectiveness of work in the future.  Long Term: Could be postponed indefinitely, but will eventually causes problems.
  • 118. 118 Time Management  Priorities and tasks can be classified as follows:-  Important and Urgent: Task with deadlines need immediate response and should be dealt with now.  Important and not Urgent: Tasks that are important and need to be done, but could be scheduled for a later date.  Urgent but not Important: Tasks from colleagues that they tell you are urgent (because they want them to be dealt with), but which you discover that they do not in fact need until the end of the week.
  • 119. 119 Time Management  Wasted Time: Information that lands on your desk which bears very little relevance to your work and is not worth bothering with.  Prioritizing is a matter of habit. It is learning not to tackle what is immediately in front of you but each day deciding what should come first and what can be left for the moment.
  • 120. 120 Time Management  Time Stealers:  Identify where both you and colleagues waste time.  Assess your most critical time wasters.  Devise an action plan for dealing with them.  How time is wasted – Personal Time Wasters:  Telephone interruptions
  • 121. 121 Time Management  Lack of Priorities  Poor communication  Indecision and Procrastination  Lack of self-discipline  Too Much Reading  Poor Delegation  Crisis Management  Inability to say „No‟  Drop-in Visitors  Too much Paper work
  • 122. 122 Time Management  Electronic Mail  Voice Mail  Personal Disorganization  Dealing with –  Personal time wasters  External time wasters  Team time wasters  Planning:  Assess why planning is so important  Be clear about the stages involved in planning  Identify different ways of planning in a range of situations
  • 123. 123 Time Management  Meetings:  Assess why many meetings are inflective  Plan meetings, make clear decisions and record meetings  Chair meetings both fairly and effectively  Avoided Crises:  Identify some of the common causes of the crises and ways dealing with them.  Avoid overload  Communicate effectively to avoid crises  Deal with procrastination
  • 124. 124 Time Management  Good Practice:  Keep on top of your workload by organizing your day and assessing how tasks should be approached with set time limits.  Learn how to say “No” and be realistic about what you can do.  Deal with the telephone.  Delegate effectively.
  • 125. 125 Time Management  Personal Organization:  Deal with paperwork and filing  Organize a system to keep on top of tasks  Organize your desk and workspace  The Diary:  Using the diary as a working tool  Using daily task lists  Diary systems
  • 126. 126 Time Management  Now, we Summarize the activities, which you can work them to your advantage for efficient Time Management  You are clear about your priorities and goals  You keep on top of your workload  You plan automatically  You communicate effectively  You learn to say “No”  You avoid time wasters
  • 127. 127 Time Management  You use the diary as a working tool  You have time to read  You deal with paperwork effectively  Your desk is uncluttered  You reduce your levels of stress
  • 128. 128 Customer Care  Why is Customer Care important to your Organization?  A good customer is essential just to service and it is exceptional customer care that will set you apart from your competitors. Most of the organizations talk about customer care as being like the centre of a stick of rock, permeating every part and activity of the organization. Customer care is not just a set of tasks – a list of do‟s and Don'ts: it is a way of life.  The hard evidence suggests that the profits gained from an individual customer increase significantly over time.
  • 129. 129 Customer Care  These gains come from:  Increased purchasing by the customer over time.  Savings from operating costs.  Gains from additional customers referred on from a satisfied customer.  Gains from the price premium that people will pay for a service or product that they trust.
  • 130. 130 Customer Care  The powerful point is made that if you lose a customer it is not generally not just that one sale that is lost but also potentially a lifetime of sales. Given that it can be very costly to gain a customer through advertising and other marketing costs, it is perhaps surprising that some organizations are so careless in their treatment of customers!
  • 131. 131 Customer Care  Why is customer care important to you?  Satisfied customers causes less stress  Satisfied customers take up less time  Satisfied customers tells others people enhancing your reputation  Customers are human beings
  • 132. 132 Customer Care  What is excellent customer care?  - What is quality of customer care you provide?  Having identified your customers and the nature of the service or product you offer, the crucial question is how well you do it.
  • 133. 133 Customer Care  There are usually four important elements involved in delivering quality customer care.  Appropriateness: Are your service / product what the customer actually wants – does it precisely meet their needs?  Consistency: Are your service / product of the required standard all the time?  Timeliness: do you provide the service when the customer needs it, over a reasonable time period?
  • 134. 134 Customer Care  Satisfying: does the way you provide your service ensure that is a good experience for the customer, e.g. you are friendly and helpful, and do you show interest and / or concern?
  • 135. 135 Communicating with your customers  - How we communicate  There is one skill that runs through every aspect of working life: the ability to communicate effectively. It is at the heart of excellent customer care and is central to developing positive relationships with your customer.
  • 136. 136 Communicating with your customers  You communicate with your customers in one of three ways:-  Face-to-face – in your shop, office or factory, or when you go out to their homes or offices.  On the telephone – responding to their calls or initiating calls yourself.  In writing – by letter, memo, report, circular, etc.
  • 137. 137 Communicating with your customers  There are some basic rules that apply to all forms of communication and then there are some specific skills that go with each type of communication. The first basic rule concerns how we communicate. One famous researcher, Albert Mehrabian came up with some fascinating results. He concluded that the way a message is conveyed is through.
  • 138. 138 Communicating with your customers  What we say, i.e. the words we use – 7%  How we say it, i.e. the use of the voice in terms of tone, volume, pace – 38%  Our body language – 55%
  • 139. 139 Communicating with your customers  Three key communication skills, which must be concentrated upon, are:  Building and maintaining rapport  Active listening  Effective questioning  Remember good salesman listens 80% and talks 20%
  • 140. 140 Communicating with your customers  7 Secrete of Selling as illustrated by Management Guru, Gary Goodman  Increase your confidence  Create instant rapport and credibility with your clients  Lead your customers into selling themselves  Put passion in your presentations  Use your body language more effectively  Organize your day to maximize your results  Turn setbacks and rejections into increased sales
  • 141. 141 MOCK INTERVIEW  What is Interview?  Interview is a selection technique that enables the interviewer to view that the total individual and to apprise him and his behavior. It consists of interaction between interviewer and applicant. If handled properly, it can be a powerful technique achieving accurate information and getting access to material otherwise unavailable.
  • 142. 142 MOCK INTERVIEW  However, if the interview is not handled properly, it can be a source of bias, restricting or distorting the flow of communication. Interview is the most widely used selection technique because of its easiness.  There can be several types of Interviews: Preliminary Interview, Stress Interview, Patterned Interview and Depth Interview.
  • 143. 143 MOCK INTERVIEW  Preliminary Interview: It is held to find out whether the candidate is required to be interviewed in more detail.  Stress Interview: It is directed to create situations of stress to find out whether the applicant can perform well in a condition of stress.
  • 144. 144 MOCK INTERVIEW  Patterned Interview: It is structured and questions asked are decided in advance. This is done to maintain uniformity in different boards of interviewers.  Depth Interview: It is also known as non-directive interview covers the complete life history of the applicant and includes such areas as the candidate work experience, academic qualifications, health interests, hobbies etc. The method is informed, conversational with freedom of expression to the candidate.
  • 145. 145 MOCK INTERVIEW  Role of Interview:  An interview is an attempt to secure maximum possible information about the candidates relevant for their suitability or otherwise for the employment. In fact, it is so essential in the selection process that much time; selection of the candidates is made on the basis of interview alone. If handled properly interview contributes in the following ways:-
  • 146. 146 MOCK INTERVIEW  It is the only method of direct contact between the candidates and the employer in which the employer can see a candidate in action – how he looks, his manner, his wearing, his appearance, etc. method of interaction and answering. Etc.  Many of the information can be sought through the interview which may not be available in application form, or cannot be disclosed by the selection tests, such as family background, future plans etc.
  • 147. 147 MOCK INTERVIEW  The interview can be used as a tool for giving information about the organization; its policies nature of work to be performed by the candidate, salary and perks to be offered to the candidate can also be undertaken.  Interview can be used as a method to promote goodwill among the candidates by offering courtesy, by providing vocational literature, by constructive suggestions, and by showing interest in them.
  • 148. 148 MOCK INTERVIEW  Principles of Interviewing: As indicated earlier, interview is the most frequently used technique for selection. However, it can give better results only when it is conducted properly. Following points can be taken into consideration to make an interview more effective:
  • 149. 149 MOCK INTERVIEW  There should be proper planning before holding the interview. Planning may include determination of who will conduct interview, what way it will be conducted,
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