1

SOFT SKILLS
DEVELOPMENT
(For All UG Courses- V Semester)
Bharathidasan University, Tiruchirappalli.

Prepared By

C.GOPAL RAJU , MBA.,M.Phil.,MCA.,M.Phil.,MLM.,M.Com.,(Ph.D.,)

Assistant Professor, Department of Management Studies (MBA).

Annai College of Arts and Science,

…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 2

Kovilacheri, Kumbakoam – 612 503.

BHARATHIDASAN UNIVERSITY, TIRUCHIRAPPALLI-620 024

Candidates admitted in the Academic year 2016-2017 onwards

SOFT SKILLS DEVELOPMENT

(For All UG Courses- V Semester)

Learning Objective
Today’s world is all about relationship, communication and presenting oneself, one’s ideas and the
company in the most positive and impactful way. This paper intends to enable students to achieve
excellence in both personal and professional life.

UNIT I
KNOW THYSELF / UNDERSTANDING SELF
Introduction to Soft skills - Self discovery - Developing positive attitude - Improving perceptions -Forming
values.

UNIT II
INTERPERSONAL SKILLS / UNDERSTANDING OTHERS
Developing interpersonal relationship – Team building – group dynamics – net working – Improved work
relationship.

UNIT III
COMMUNICATION SKILLS /COMMUNICATION WITH OTHERS
Art of listening – Art of reading – Art of speaking – Art of writing – Art of writing e-mails – email
etiquette.

UNIT IV
CORPORATE SKILLS / WORKING WITH OTHERS
Developing body language – Practicing etiquette and mannerism – Time management – Stress
management.

UNIT V
SELLING SELF /JOB HUNTING
Writing resume – interview skills – Group discussion –Mock interview – Mock GD – Goal setting – Career
planning.
…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 3

Contents

Particulars Page No.

Introduction : Soft Skills Development

4-5

UNIT : I Know Thyself / Understanding Self

6-26

UNIT : II Interpersonal Skills/ Understanding Others

27-38

UNIT : III Communication Skills / Communication with Others

39-57

UNIT : IV Corporate Skills / Working with Others

58-77

UNIT : V Self Selling / Job Hunting

78-97

Model Questions (With Answer)

98

…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 4

SOFT SKILLS DEVELOPMENT

INTRODUCTION :

10 tips to enhance your soft skills

Four out of 10 employers expect to struggle to fill graduate vacancies because of a shortage of
applicants with the right skills, a survey says. These employers feel most graduates lack in 'soft
skills' such as communication as well as verbal and numerical reasoning.

Soft skills is a term used related to a person's EQ (emotional intelligence quotient) the cluster of
personality traits, social graces, communication, language, personal habits, friendliness, and
optimism that characterise relationships with other people. These skills are considered important
by many recruiters as they believe that soft skills complement hard skills (part of a person's IQ),
which are the occupational requirements of a job and many other activities.

Speaking on the importance of soft skills, a HR professional says a candidate with proper soft skills
has an edge over others in this competitive world. "It is essential to gauge a person's soft skills
before recruiting because behaviour is often associated with one's thought process," he adds.

Employers are now realising the need to hire the right talent as they feel hiring staff strictly on the
basis of skills and expertise may provide an answer to tactical needs. However, if the employee is
technically inclined and deficient in communication and people skills, the ability of an organisation
to execute its strategy is often compromised.

Speaking to the media, CVK Maithreya, a business advisor and behaviour consultant, says,
"Communication is a holistic subject and soft skills are an important subset. Without soft skills,
there could be misunderstanding, particularly when people are from different backgrounds."

One of the most important aspects of soft skills in professional world is relationship management:
the ability to inspire, influence, and develop others while managing conflict

Some soft skills for professionals are

1. Interpersonal skills
2. Team spirit
3. Leadership skills
4. Social grace
…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 5

5. Business etiquette
6. Negotiation skills
7. Behavioural traits such as attitude, motivation and time management
8. Customer service skills
9. Communication skills

Some tips to enhance your soft skills are -:

1) Awareness: You need to begin by making a list of skills that you lack by discussing with
your close friends, co-workers etc. Awareness is the first step in building up your soft skills
forte.
2) Interact: To build an understanding with your teammates, you should interact more with
them. Also take up projects and get involved in some voluntary wor
3) Be optimistic: Exude that positivism and spread the infectious optimism.

4) Self-motivating: Set personal goals to reach new highs and keep targets for yourself.

5) Possess a forgiving and benevolent ego - Humble oneself, accept and learn sincerely
from criticism.

6) Be a team player - Learn to trust, build comradeship, set common goals, provide support,
friendship& get your hands dirty!

7) Communicate effectively - Be clear, tactful, diplomatic & pace the conversation.

8) Think out of box: Be creative and hone your innovative and creative skills

9) Look at the Big Picture - Consider all aspects, potential opportunities, threats &
contingencies

10) Learn how to multitask and prioritise - Practice empowerment and delegation, mange
time well when multitasking and prioritizing.

…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 6

UNIT : I
Definition of soft skill

Oxford dictionary

Personal attributes that enable someone to interact effectively and harmoniously with other
people

Collins dictionary

Desirable qualities for certain forms of employment that do not depend on acquired
knowledge: they include common sense, the ability to deal with people, and a positive flexible
attitude

Hard skills vs Soft skills

Hard skills are a person's skill set and ability to perform a certain type of task or activity

Soft skills are personal attributes that enhance an individual's interactions, job performance
and career prospects

…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 7

Common Soft Skills

 Strong work ethic

 Positive attitude

 Good communication skills

 Time management abilities

 Problem-solving skills

 Acting as a team player

 Interpersonal relations

 Self-confidence

 Ability to accept and learn from criticism

 Flexibility/adaptability

 Working well under press

Strong work ethic

◦ Are you motivated and dedicated to getting the job done?

◦ Will you be conscientious and do your best work?

Positive attitude

◦ Are you optimistic?

◦ Will you generate good energy and goodwill

Good communication skills

…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 8

◦ Are you both verbally articulate and a good listener?

◦ Can you express needs in a way that builds bridges with colleagues, customers andvendors

Time management abilities

◦ Do you know how to prioritize tasks?

◦ Will you use your time on the job wisely?

Problem-solving skills

◦ Are you resourceful and able to creatively solve problems?

◦ Will you take ownership of problems or leave them for someone else?

Acting as a team player

◦ Will you work well in groups and teams?

◦ Will you be cooperative and take a leadership role when appropriate?

Interpersonal Relations

◦ Do you have the tools & techniques to maintain good relations with others?

Self-confidence

◦ Do you truly believe you can do the job?

◦ Will you project a sense of calm and inspire confidence in others?

Ability to accept and learn from criticism

◦ Will you be able to handle criticism?

◦ Are you coachable and open to learning and growing as a person and a professional?

Flexibility/Adaptability

◦ Are you able to adapt to new situations and challenges?

◦ Will you embrace change and be open to new ideas?

Working well under pressure

…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 9

◦ Can you handle the stress that accompanies deadlines and crises?

Summary

 Technical skills will get you the interview, but it’s the soft skills that will help you get

and keep the job

 Soft skills compliment hard skills

 Soft skills are more like life skills

Improving your soft skills

 Look for opportunities to interact with others

 Volunteer - This will expose you to people with different backgrounds and experience

 Select different people to work with - With group projects, find a new group

 Learn & practice or join courses

Communication – an introduction

 A two-way exchange of thoughts, opinions and information by speech,writing or signs

 Every individual can communicate but every individual cannot communicate

effectively

Where do we communicate?

 In the family

 Job interviews

 Business meetings

 Marriage proposal

…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 10

 Coffee break

 With a friend

Poor communication can lead to

 Personally - Loss of self-esteem

-Lower quality of life

 Professionally

- Loss in business

The source

 Why to communicate?

 What to communicate?

 Usefulness of the communication

 Accuracy of the information to be communicated

…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 11

Encoding

 The process of transferring the information you want to communicate into a form that can be
sent and correctly decoded at the other end

 Ability to convey the information

 Eliminate sources of confusion

 Knowing your audience

The channel

 Written Channels – Letters / e-Mails / Memos / Reports

 Verbal Channels - Face-To-Face meetings / Telephones/ Video Conference

Decoding

 Listen actively

 Reading information carefully

 Avoid Confusion

 Ask questions for better understanding

The receiver

What influences the receiver

 Prior knowledge

 Blockages in the receiver’s mind

 Surrounding disturbances

…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 12

Feed back

Positive Attitude :

Top 10 Tips for Maintaining a Positive Attitude –in General

Having and maintaining a positive attitude is vital for success in life and business. Zig
Ziglar gets it right when he says, "It is your attitude, not your aptitude, that determines your
altitude." Sure you need skills, but you can learn skills - in fact a positive attitude will make it much
more likely that you will learn the skills necessary to succeed. If you take two people with an equal
skill set the person with the better attitude will win.

Unfortunately it is not always easy to stay positive and keep a good attitude. As things go wrong
throughout your day, it is easy to let negative thoughts start to take over. Thankfully there are many
things that you can do to help maintain a positive attitude. These are things that you can do on a
daily, weekly, or monthly basis to make sure you keep your positive focus.

1. Read Positive and Inspiring Books

One of the best ways to maintain a positive attitude is by reading positive books. These books
serve to encourage you, inspire you, and teach you. Reading requires that you sit still and focus,
and by focusing on something positive it helps you to keep a positive mindset throughout the
day.

2. Listen to Podcasts/CDS
The advantage of listening to podcasts or compact disks is that you can listen on the go. You can
listen to motivating podcasts while you clean your house, exercise, or on a flight. In your car,
you can play encouraging compact disks that help you make better use of your commute.
…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 13

Listening to recordings from people like Zig Ziglar, Tony Robbins, or John Maxwell can both
teach and inspire you.

3. Wake up Early
One of the best ways to help you maintain a positive attitude is to create the habit of waking up
early. Waking up early allows you to get a head start on the day. You can prepare for work and
start your day without feeling rushed. You can get a head start on important projects before the
rest of the world is awake to interrupt you. You can spend time reading or in prayer
or meditation. I start each day by listening to a 10 minute motivational podcast.

4. Exercise
Very few things in life leverage your time as much as exercise. Obviously it makes a difference
for your physical health, but it also has significant benefits to your mental health. Exercise is
useful to combat depression and to improve overall positive mood. Further, if you exercise
early in the morning you can go through your day knowing that you have already completed
the most valuable activity you had to do! (Bonus article: How to Develop the Habit of Daily
Exercise.)

5. Plan Your Week and Day

Having a clear plan to your day and to your week can go a long way to helping you maintain a
positive attitude. By knowing what you want to accomplish you will be able to focus on your
important life priorities. A weekly plan allows you to match your long-term goals to your
weekly accomplishments. Your daily plan allows you complete the activities you need to do so
that you meet your weekly goals. (My weekly planning process can be found here.)

6. Understand that Things Won't Always Go as Planned

If you plan and expect everything in life will go as you planned, you will be quickly
disappointed. One of the keys to maintaining a positive attitude is to understand that things
will go wrong. If you expect things to go wrong, you won't be phased when they do. So have a
plan, but understand that things won't follow the plan. The plan allows you to adapt to what
went wrong and move back towards what is important.

7. St. John's Wort and Griffonia Seed

These two herbal supplements can have an important role to play in helping you maintain a
positive attitude. Many people know about St. John's Wort as a natural supplement to help
prevent or treat depression. St. John's Wort is really a mood stabilizer. Griffonia seed works
to elevate positive mood. Together they are helpful in maintaining a positive mental attitude.

8. Get Spiritually Connected

Naturally this one will look different for everyone, and this is simply an option to consider. If
you are spiritually connected, you will have a positive outlook on life. This might mean prayer,
meditation or reading Scripture. Set aside time each day to be connected spiritually.

…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 14

9. Be Thankful
Take some time and be thankful. Be thankful about what you have, who you are, and what your
life is like. Think through all of the things that you can be thankful for. Even if you are in a tough
time in life there are many things you have that you can be thankful for. You need to look for
them and recognize them. The very act of focusing on what you are thankful for will help you
maintain your positive attitude.(Bonus article:

10. Surround Yourself with Positive People

The people around you have a big impact on you. They impact who you are, how much money
you will make, and what you value. They also impact how you think. If you surround yourself
with negative people you will be negative as well. You can't help it. Hearing negativity all day
leads you to negativity. The opposite is also true. Surround yourself with positive people and
you will be more positive.

10 Things A Positive Attitude in the Workplace Can Do

A positive attitude in the workplace (and in general) can make an amazing difference in
your life. It can help you whether you own your own business, work as an employee, or manage
others within a business environment. You’ll enjoy your work more and achieve your workplace
or business related goals more easily and faster.
To start enjoying enjoying the benefits of a positive attitude, follows these 10 tips today. Enjoy!

1. Bring you career success: Who is more likely to be retained or get promoted? Those who
think positively and get results or those who constantly complain and say something isn’t their
job?
2. Bring you stress reduction: You feel stressed when you see events or situations as stressful.
Change your perception to something more positive and the stressful feelings will go away.
Try asking yourself how you can make something easier or more enjoyable.
3. Less sick days and better productivity: Stress can have a seriously negative impact on your
health. If you can reduce your stress, you’ll enjoy better health, less sick days, and better
productivity.
4. Improve customer relations: Customers would rather deal with someone positive.
5. Become an attitude leader: Be a good example of having a positive attitude in the workplace.
Set goals and ask for people’s support in achieving them. Take a positive attitude approach to

…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 15

achieving those goals and to overcoming challenges. Your attitude and enthusiasm will spread
throughout your workplace. A positive attitude is just as infectious as a negative one.
6. Improve the attitude of other employees – your boss will notice: As I said, positive
attitudes are infectious. Even if you’re an employee you can help create a positive attitude in
the workplace by being the change you want to see. Refuse to participate in negative
conversations. When you’re in a meeting or when you encounter a challenge, instead of
dwelling on whose fault it is or on the challenge itself, steer the conversation to focus on how
the issue can be overcome. You might seem a bit odd to others at first, but your attitude will
begin to affect change. Keep at it and keep focused on your goal of affecting change. Soon
people will be drawn to you because they can’t help but like being in the company of
somebody positive. And soon the attitude will spread throughout the workplace. Or at the very
least, those who insist on staying negative won’t bother you anymore because they know you
won’t entertain their negativity.
7. Improve teamwork: Teams are much more effective when the members are united in
overcoming challenges and figuring out how they can achieve their objectives, rather than
dwelling on all the problems and obstacles that stand in their way.
8. Improve motivation for yourself and others: If you have a positive attitude about achieving
goals and success in general, you will be much more motivated to take action. If you look at
what you would like to accomplish and you see only the obstacles, your motivation diminishes
pretty quickly. Ask yourself what might spur you to action.
9. Improve decision-making and overcome challenges: See challenges as opportunities to
grow and become better.
10. Improve Interpersonal Relations: People like positive people. They’re automatically drawn
to a pleasant and upbeat demeanor. Your business and personal relationships will definitely
improve when you employ a positive attitude. These are also techniques you can use to help
improve other people’s reaction and attitude toward you.

“The greatest discovery of my generation is that a human being can alter his life by altering his
attitudes.” ~William James

What Is the Definition of Perception?

Perception is the ability to pick out something through the different senses. It can be through
seeing, hearing, smelling or touching. The sensory stimulus of the body system consciously
registers an activity or event in the human memory.

…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 16

4 Self-Perceptions Can Improve Your Career :

Human nature indicates people like to be around those that make them feel happy, successful, and
good. If you feel good you give off vibes that attract others – smile and the whole world smiles with
you – frown and everyone around you frowns. Want to improve your career? Check out my top tips
for “feeling good and spreading the love” to facilitate strong relationships that translate directly to
positive career choices:
1. Give A Little, Get A Little

One of the single biggest ways to improve your job prospects is to network with other people. How
you network is a critical component to success. Interested in getting help from someone influential?
You need to give that person something first. And no, I don’t mean give them 50 bucks – I mean
something they need. Look for ways you can add value for that person; you will then be in a much
better position to solicit help – or, even better – they might offer. One of the best ways to increase
your circle of influence is by providing something yourself first. I am not usually big on quoting
scripture, but “give and ye shall receive” has always worked for me.
2. Dress For Success

It should come as no surprise that others like to be around good-looking people. I am not making
this up – studies show that those who present better get offered positions more often. They way
you carry yourself and how you dress is directly correlated to how you feel about yourself. If you
look put together, you will feel better about yourself; the chances your positive impression will
come across to those around you will vastly improve. As a result, your self-perception will improve.
I think you get the idea. The point is when looking for work you need to put your best foot forward
in all areas to drive your success.
3. Realize A Stranger Is A Friend You Haven’t Met Yet

I know it’s difficult to just start a conversation with someone you don’t know. How many times have
you been in an elevator and said hello to someone? How many times has that led to a full-blown
conversation? You didn’t know that person before stepping into the elevator. BUT, you could very
well end up developing a valuable friendship from a short exchange. I even have an example!

Many years ago, my husband’s ex-wife was in a post office in New York. She gave some assistance to
a man who was visiting from Holland. Their brief conversation turned into a 20-year friendship.
When he and his family come to the States, they visit with her (and vice versa). Is this an extreme
example? Maybe. You never know though where or when you will encounter someone that you are
in a position to help – or who is in a position to help you.

…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 17

4. Establish Your Personal Brand

Your personal brand and perception in the market is critical to facilitate your success. You want to
create a demand for YOU. The idea is to generate recognition so others perceive you as valuable, in
the know, a resource. You need to present yourself in a way that engages others so they are
interested in pursuing you. Establish your presence as someone who can deliver – consistently.
Demonstrating you are a valued resource will go a long, long way in establishing your personal
brand. This in turn will generate interest in you. Deliver what you say you are going to
deliver. Follow-up with people. This will ensure when your name is mentioned only positive things
are shared and spread.

The bottom line – look your best, act your best, feel your best and you will be your best; and those
around you will be their best, too. You will end with a spiral of goodness that makes everyone
perform at the top of his or her game.

Smile and see what happens – my bet, is you will be surprised at the impact (for the better).

What are values?

Values are principles, standards or qualities that an individual or group of people hold in high
regard. These values guide the way we live our lives and the decisions we make. A value may be
defined as something that we hold dear, those things/qualities which we consider to be of worth.
A ‘value’ is commonly formed by a particular belief that is related to the worth of an idea or type of
behaviour. Some people may see great value in saving the world’s rainforests. However a person
who relies on the logging of a forest for their job may not place the same value on the forest as a
person who wants to save it.
Values can influence many of the judgments we make as well as have an impact on the support we
give clients. It is important that we do not influence client’s decisions based on our values. We
should always work from the basis of supporting the client’s values.

Activity: What are some of my values?

1. Manners—are they old fashioned? Do they hold a high or low value in your life?
2. Pride—are there things you need to be proud of? Do you value pride or do you value
humility?
3. Clothes—how important are clothes at work? At play?
4. Behaviour on the sports field—what behaviours do you value? Sportsmanship?
Winning? Team spirit? Individuality?
5. Family life? What do you value about family life?

Where do values come from?

Our values come from a variety of sources. Some of these include:
…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 18

 family
 peers (social influences)
 the workplace (work ethics, job roles)
 educational institutions such as schools or TAFE
 significant life events (death, divorce, losing jobs, major accident and trauma, major
health issues, significant financial losses and so on)
 religion
 music
 media
 technology
 culture
 major historical events (world wars, economic depressions, etc).

Dominant values
Dominant values are those that are widely shared amongst a group, community or culture. They are
passed on through sources such as the media, institutions, religious organisations or family, but
remember what is considered dominant in one culture or society will vary to the next.
Using the sources listed above, some of your values could be:
 family—caring for each other, family comes first
 peers—importance of friendship, importance of doing things that peers approve of
 workplace—doing your job properly; approving/disapproving of ‘foreign orders’
(doing home-related activities in work time or using work resources for home related
activities)
 educational institutions—the valuing or otherwise of learning; value of self in relation
to an ability to learn (this often depends on personal experience of schooling, whether
positive or negative)
 significant life events—death of loved ones and the impact on what we value as being
important; marriage and the importance and role of marriage and children; separation
and divorce and the value change that may be associated with this (valuing of self or
otherwise)
 religion—beliefs about ‘right and wrong’ and beliefs in gods
 media—the impact of TV, movies, radio, the Internet and advertising on what is
important in our lives, what is valued and not valued
 music—music often reflects what is occurring in society, people’s response to things
such as love and relationships which may then influence the development of our
values
 technology—the importance of technology or otherwise; the importance of computers
and developing computer skills
 culture—a cultural value such as the importance of individuality as opposed to
conforming to groups
 major historical events—not wasting anything, saving for times of draught, valuing
human life, patriotic values.

…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 19

It is important that you develop an awareness of what you value, as these values will be important
in informing your relationships with clients, co–workers and employers.
The following is a list of common dominant values in Australian society. Tick the values that apply
to you and then select the ten most important values you ticked and rank them.
(1 = most important, 10 = least important)
Click here for the list (.doc 12 KB)
Did you learn something about yourself that you didn’t expect? What is important here is your
ability to be able to identify the values that are important to you.
It is important to be conscious of our values. This knowledge helps us to:
 ask ourselves why we are doing what we are doing
 identify the consequences of our actions for ourselves and others (including clients
and co-workers)
 consider other and better options if necessary.
It is important to not only have a knowledge of your value system, but to understand that your
values underpin your beliefs and beliefs underpin behaviour. How we behave is a reflection of our
beliefs and our beliefs are a reflection of our values.

Exploring your values

We are all influenced in varying degrees by the values of our family, culture, religion, education and
social group. Knowing your own values can help you work effectively with clients, resolve conflicts
and support the organisation’s philosophy of care appropriately. Wherever our values come from
they make us the unique person we are today!
Answer the following and then think about what it tells you about yourself, where your values have
come from and how people with different backgrounds and life experiences would answer these
questions. There are no right or wrong answers—just answer honestly and be willing to explore
and reflect upon your own values.

Race

 With what race do I identify?

 Do I know people from a different race to me?
 Do I believe people from different races should live together?
 What would life be like if my skin colour was different?
 What do I think about marriages and relationships between people from different
races?

Gender

 How many friends do I have from the opposite sex?

 If I was a different gender how might life be different?

Religion

 What is my religion? Do I believe in it?

…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 20

 What is my family’s religion?

 Are most people in my community from this religion?
 How does my religion influence my life?

Culture

 What culture do I identify with?

 What do I like and dislike about my culture and traditions?
 What other cultures interest me? Do I like learning about them? Why?

Language

 What is my first language?

 What other languages do I speak?
 Who should decide what language people should speak?

General

 What political party do I support? Why?

 Do I believe in the death penalty? Why?
 What are my views on abortion? Why?
 What are my views on homosexuality? Why?
 What are my views about illegal drugs? Why?
 What are my view about voluntary euthanasia? Why?
Reflect on your answers about where your values have come from.
1. What did this activity tell you about your values?
2. Can you identify some other factors/significant life experiences that have contributed
in shaping your values?
3. Why have you decided to become a worker in the CSI?
4. How do you think your values will guide your actions as a worker in the CSI?
The aim of this activity is to make you aware of issues that could arise in the workplace and the
differing values workers can have. There are no right or wrong answers, so when completing this
activity try to be as honest as you can.

Values clarification
Read the following scenarios and rate your reactions by ticking the box which best defines your
reaction.

Scenario 1

Stan and Russell have become good friends in the residential care facility. They enjoy each other’s
company and like to read pornographic magazines together. Stan usually buys the magazines, but
one month Stan did not come into the hostel for care as he usually did. Russell wanted some new
pornos to read so he asked Penny the care worker to buy him some magazines. She agreed and
brought some for him.
…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 21

What do you think about Penny doing this for Russell?

I think this is not okay.

I am undecided.

I think this is okay.

Scenario 2

Wayne is a 49 year old volunteer at an aged care home. He is an Anglo-Australian, with a disability.
He works with Anh, the recreation officer. She Vietnamese and is 20 years old. Wayne and Anh have
been going out together and Wayne has told Anh that he loves her. How do you feel about Anh and
Wayne being partners?
Rate your feeling according to their ages:

I think this is not okay.

I am undecided.

I think this is okay.

Rate your feeling according to their cultural backgrounds:

I think this is okay.

I think this is not okay.

I am undecided.
Rate your feeling according to the fact they work together:

I think this is not okay.

I am undecided.

I think this is okay.

Scenario 3

Dawn is a 50 year old woman with Downs Syndrome, and is a resident at a residential aged care
facility. She masturbates in the common lounge area at the facility. She needs to be shown a private
place to do this and it is your role to take her to a private room, next time she is masturbating. How
do you feel about this?
Rate your response according to the factor of Dawn masturbating:

I am undecided.
…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 22

I think this is okay.

I think this is not okay.

Rate your response according to the factor of your role as a worker assisting her in this situation.

I am undecided.

I think this is okay.

I think this is not okay.

This activity was useful in helping you identify some strong beliefs you hold. It is good for you to be
able to reflect on these and think how they might impact on your role as a care worker. For
example, if you think that all older people and people with disabilities have a right to express their
sexuality, regardless of the way they choose do that, you will want to ensure their privacy and
dignity is respected. Remember, clients have a right to receive a professional service regardless of
the attitudes, beliefs and values they hold.
After answering the questions, you might find it useful to revisit your answers and identify where
your attitudes have come from. This will help in preventing your personal attitudes from impacting
on the way you work with clients.

What is a belief?
Beliefs come from real experiences but often we forget that the original experience is not the same
as what is happening in life now. Our values and beliefs affect the quality of our work and all our
relationships because what you believe is what you experience. We tend to think that our beliefs
are based on reality, but it is our beliefs that govern our experiences.
The beliefs that we hold are an important part of our identity. They may be religious, cultural or
moral. Beliefs are precious because they reflect who we are and how we live our lives.

Pre-existing beliefs
As a care worker in the community services industry, the pre-existing beliefs you may have could
be related to stereotypes that have developed for you around issues like sexuality, alcohol and
other drugs, ageing and disabilities, independence, health, the rights of people, your idea of health
and what it’s like to be older and/or disabled.
These stereotypes could affect the way you interact and work with clients. This is because you have
assumptions about what your clients can and can’t do for themselves, the way they should think
about issues and what is best for them. If you make assumptions as a worker then you are denying
clients their rights, respect and dignity. As a worker this would be regarded as a breach in your duty
of care towards clients.
The need for older people and people with disabilities to express their sexuality does not
necessarily diminish over time. The desire for intimacy can in fact intensify. The development of
new relationships may occur as a result of living in a residential care setting or as people’s social
networks change over time. The right to express sexuality is a quality of life issue and is part of
one’s self-identity. The way people choose to express their sexuality may change over time in a
variety of ways. Intimate relationships enhance a person’s quality of life and contribute to their
…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 23

feelings of well being. As a care worker it is important to respect a person’s right to express their
sexuality in a way which is appropriate for them.

What is an attitude?
The word ‘attitude’ can refer to a lasting group of feelings, beliefs and behaviour tendencies
directed towards specific people, groups, ideas or objects.
An attitude is a belief about something. It usually describes what we think is the ‘proper’ way of
doing something. The attitudes that we feel very strongly about are usually called values. Other
attitudes are not so important and are more like opinions. Sometimes our own attitudes can make
us blind to other people’s values, opinions and needs. Attitudes will always have a positive and
negative element and when you hold an attitude you will have a tendency to behave in a certain
way toward that person or object.
You will need to be aware of your own personal values, beliefs and attitudes and how they might
impact on your work.
It is important to consider the mapping of your own life – what have been some significant events
that have shaped you, what qualities you admire in yourself and others, what beliefs are important
to you, what you value and so on. Some examples of these may be personal features such as
strength of character, helping people, respect, honesty, wealth, success, health etc.
What we believe are important qualities, or what qualities we admire in ourselves and others,
generally reflect our life experiences and the values which we established in our early years
through the influence of family, teachers, friends, religion, our culture, our education.
Given that all of us have differences which have been shaped by our life experiences, we can
understand that we will all have different sets of values and beliefs. We do not all think about issues
in the same way!
To work effectively it is critical to understand your own values and beliefs and to understand the
importance of not allowing them to affect the way in which you work with clients. Remember they
are your values and may be quite different to the values held by your clients.
In order to remain professional it is necessary to leave your personal values out of the
client/worker relationship. This means that it is important that you allow clients to make decisions
based on their own values and beliefs rather than decisions that reflect what you think they should
do.
When we are carrying out our daily duties at work we rarely think about our attitudes, we are
immersed in work itself and often remain unaware of just how different our attitudes could be to
others around us.
As previously defined an attitude is simply a belief, and describes what we think is the proper way
of doing or thinking about something. Attitudes vary in intensity.
When we feel strongly about something attitudes are called values. Attitudes that are less
important to us are called opinions. For example we may feel strongly that older people should give
up their jobs when they reach a certain age, so that younger people can get work. Strong attitudes
are often very emotional and can cloud our judgement in meeting other people’s needs. This means
that some people or clients may be denied their rights to be allowed to make their own choices and
decisions about their life.

…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 24

The influence of attitudes

Our attitudes develop over time and not only reflect where we have come from i.e. the influence
family, friends and experiences have had on our attitudes, but also how we will proceed with our
life in the future. Attitudes are therefore a powerful element in our life, are long enduring and hard
to change—but not impossible!

The problem with attitudes

One of the problems with our attitudes is we often ignore any information which is not consistent
with them—we become selective in the way we perceive and respond to events and issues—and
lose our ‘objectivity’ about the world. By developing insights about our attitudes we reduce the risk
of making decisions at work based on our unconscious, pre-existing perceptions, allowing us work
more professionally with clients.

Awareness of personal attitudes

It is good practice to think about your attitudes and beliefs: it helps you to understand yourself
better. It is beneficial to reflect on your life, identify some of the significant events that have shaped
you, consider what qualities you admire in yourself and others and be mindful of what values and
are important to you.

Activity
Your identity has shaped the person you are today!
Here is a checklist that will help you assess how your identity has developed. (.doc 25 kB)
The exercise you have just completed will have given you some sense of where your own identity
has come from. Think about this as you answer the following questions.

Activity
1. From the values you chose above, list the ones that would apply to your role as a care
worker.
2. Why is it important for community services workers to have a sense of their own
identity and where it has come from?
3. What issues can you identify for yourself in having to work with people and clients
who have grown up differently form you, have a different identity and therefore
different beliefs?

Taking into account personal values and beliefs

One of the responsibilities of workers is that we do not impose our own values and beliefs on the
people we work with. That is, that we don’t provide options and services based on what we feel is
right, but that we work with people in relation to what is right for them. We should always
remember that it is their life and only they should make decisions about how they should live their
life.
If you try to impose your own moral values on clients, you are likely to make them feel judged and
to damage their self-worth. Moreover, they are likely to reject you and to reject your values too. If
you are able to accept your clients, with whatever values they have, you may well find that as time
passes they move closer to you in their beliefs. This is inevitable because we are, whether we like it
or not, models for our clients and we have a responsibility to be good models.
…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 25

Regardless of who the client is, and regardless of his or her behaviour, he or she deserves to be
treated as a human being of worth. If you respect your clients, they will, through feeling valued, be
given the optimum conditions in which to maximise their potential as individuals.
It is essential that you are aware of your own values and beliefs so that you do not impose them
(deliberately or unintentionally) on the people you are working with.

Professional values
In order to leave your personal values out of the client/worker relationship, you need to aware of
the impact they may have when you come across clients that do not behave in ways that you agree
with—that is, clients who have different values and beliefs to you. You may find that with such
clients you become judgemental or notice that you are encouraging clients to make a decision that
reflects what you think they should do (based on your values and beliefs) rather than working with
the client to come up with their own ideas about how to resolve the issue.
That is why it is so important to have ethical standards, so that we are operating by a professional
set of guidelines, not what we personally think is right or wrong.

Activity: Professional values

Respecting the beliefs, attitudes and values of others

Everyone is entitled to their own values, attitudes and beliefs. It is important to accept and respect
that other people may well have different attitudes, values and beliefs than you. We do not have the
right to expect that others change their values, attitudes and beliefs just because they are different
to ours.
It is quite possible that you may face situations at work that either challenge or compromise your
own values, attitudes or beliefs when working to support people with a disability.
It is not always easy to avoid communicating your beliefs and values to clients, but it is something
you need to be very aware of. It can be very easy to influence clients in subtle ways. Simple things
like body language, gestures, the way you say something, or even actions, can give a client the
impression you agree or disagree with their values or beliefs.
A disability support worker, Sally, was assisting Harry, a client, to decide what movie he was going
to see on the weekend. Harry loved horror films. Sally hated them. During the conversation Sally
shook her head every time Harry pointed to a horror film in the paper. In the end Harry decided to
go and see a comedy. Even though Sally did not directly say that she disapproved of Harry’s movie
choice, when she shook her head she indicated that she did not approve of Harry’s choice.
The support you give to clients should be, as much as possible, in line with their values, attitudes
and beliefs, while also in line with your community services organisation and the law.

Impact of values and philosophies on service provision

The way that the above values and philosophies are acted upon in services affects the quality of the
service provided to clients. The more these values are promoted and reflected in the way the
service operates, the more positive the experience for the client.

INDIVIDUAL VALUES

…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 26

What individual values best support sustainable development? The following set of values or
spiritual principles, when taken together, will encourage the kinds of individual behaviour that will
drive the development of a more sustainable society. Individuals who cultivate their capacity
to love learn to turn outwards and favour others over themselves. This will produce a much
more altruistic orientation in society in general.

Justice is another spiritual principle that should become the foundation of development efforts.
Through its application, extremes of wealth and poverty will be eliminated. Wealth is desirable and
commendable if everyone is wealthy. Justice is essential to win the commitment of everyone to the
development process. Individuals will be willing to sacrifice their immediate short-term interest if
they feel the ultimate benefits will be justly shared.

This in turn leads to a sense of solidarity with all humanity, based on a recognition of our oneness.
It will enable each person to make individual decisions in a global context, and to feel a sense of
responsibility for every human being. Pollution, for instance, would be easily seen as fundamentally
wrong.

Instead of seeing work only as a way of making money, work should be redefined in a more
spiritual context as a form of service to humanity, producing spiritual benefits for the individual
equivalent to worship. Giving work a spiritual motivation will inspire everyone to seek those
opportunities for service that will best fulfil their human potential while advancing civilization. The
result will combine economic, social and spiritual progress.

One of the fundamental dimensions of sustainability is recognizing that resources are limited on
this planet, and must be justly shared with both present and future generations. To achieve this,
everyone should practice moderation in all things. Many environmental problems are the
consequence of excessive consumption. A spiritual attitude of detachment from material things,
and being content with little, will facilitate sharing resources equitably.

It is also necessary to have a sense of respect for the environment and the whole creation. This can
be based both on a scientific awareness of the complex interactions that maintain our planetary
environment in balance, and of a spiritual awareness of a divine creation, of the value of other
beings, of ancestral connections, or of being in oneness with all things, depending on the religious
tradition.

There are, of course, other relevant values, but the above already illustrate some that would
produce much more sustainable forms of behaviour.

…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 27

UNIT – II

Interpersonal Skill/Understanding Others

Definition - Interpersonal skills

An interpersonal relationship is the nature of interaction that occurs between two or more
people. People in an interpersonal relationship may interact overtly, covertly, face-to-face or even
anonymously. Interpersonal relationships occur between people who fill each other's explicit or
implicit physical or emotional needs in some way. Your interpersonal relationships may occur with
friends, family, co-workers, strangers, chat room participants, doctors or clients.

How to develop interpersonal skills ?

Strong interpersonal skills create more satisfying interactions in all environments. Developing
people skills involves building strong relationships, demonstrating ethical behavior,
communicating clearly and working effectively in teams. Here are some strategies for developing
interpersonal skills.

There are SIX steps :

1. Identify interpersonal skills in need of development. Looking back on your life, there may
have been times when a conflict led to a relationship breakup or a miscommunication led to the
loss of an opportunity. Identifying these experiences assists in pinpointing interpersonal goals.
You may decide to become a better listener, or practice expressing your feelings more clearly
and truthfully.

2. Focus on building harmonious relationships. If your personal relationships are short-lived or

work relationships are cold and distant, concentrate on the qualities necessary for healthy
relationships.
…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 28

 Practice empathy. Putting yourself in the position of another person allows you to see things from a
different perspective. When people feel understood, they tend to be less combative, leading to
greater understanding and unity.
 Be inclusive. At home, work, community gatherings or social events, practice helping people to feel
included. Avoid behaviors that exclude others or make them feel like outsiders.
 Practice fairness. If you tend to take more than you give in relationships, try to be more generous.
As an example, if a friend or partner is always accompanying you to events that you enjoy,
reciprocate by doing the same for them.
 Be trustworthy. Relationships are more stable when 2 people trust each another. Keep
commitments and confidences to increase trust.

3. Communicate clearly and carefully. Strong communication skills involve listening closely and
expressing yourself clearly in person, over the phone and in written communications.

 Listen carefully. Many conflicts arise from misunderstandings. Listening to others helps to clear up
miscommunications. As people are talking, focus on their words, tone of voice and body language to
glean the true message.
 Speak clearly. In some cases, such as a business meeting, it may be necessary to speak concisely and
get right to the point. In a conversation with a family member, communicating effectively may
involve elaborating on feelings and providing examples. Each situation is different, but the ultimate
goal is to use language that is clear, respectful and effective for getting your message across.
 Practice good judgment in written communications. Humor doesn't always come across clearly in
written communications and can sometimes lead to misunderstandings or hurt feelings.
Additionally, without a tone of voice or a greater context, words in written communications can
seem cold, particularly in regards to sensitive issues. Consider speaking in person about critical
issues.

4. Examine personal ethics. People tend to trust those who are self-aware and who do not abuse
their power. Practice integrity in your relationships by examining the impact of your behaviors and
decisions on others.

5. Be a team player. When working with others, engage in a give and take that involves
collaboration and compromise. Examine tendencies to dominate situations or criticize others.
Praise others for work well done and be open to receiving praise.

6. Resolve conflicts. Conflict is a natural and inevitable part of life. Diversity of opinion,
perspectives and ideas can be enriching. When opinions clash, try to understand people's
viewpoints and avoid black and white thinking. In most cases, resolving conflicts involves an honest
and respectful expression of feelings. In some cases, it may be necessary to let go of attachments to
unimportant issues.

…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 29

Types of Interpersonal Relationships

We define types of interpersonal relationships in terms of relational

contexts of interaction and the types of expectations that communicators
have of one another.
Theories of friendship emphasize the concept of friendship
Friendship
as a freely chosen association
Family communication patterns establish roles, identities
Family and enable the growth of individuals. Family dysfunction
may also be exhibited by communication patterns.
Romantic relationships are defined in terms of the concepts
Romantic
of passion, intimacy and commitment.
Professional communication encompasses small group
Professional Relationships
communication and interviewing.
Assess interpersonal effectiveness in various types of
Interpersonal Competence
relationships and contexts.
Team Building:

With good team-building skills, you can unite employees around a common goal and
generate greater productivity. Without them, you limit yourself and the staff to the effort each
individual can make alone.

Team building is an ongoing process that helps a work group evolve into a cohesive unit.
The team members not only share expectations for accomplishing group tasks, but trust and
support one another and respect one another's individual differences. Your role as a team builder is
to lead your team toward cohesiveness and productivity. A team takes on a life of its own and you
have to regularly nurture and maintain it, just as you do for individual employees. Your
Development & Training Organization Development Consultant can advise and help you.

Guiding Principles
Team building can lead to:

 Good communications with participants as team members and individuals

 Increased department productivity and creativity
 Team members motivated to achieve goals
 A climate of cooperation and collaborative problem-solving
 Higher levels of job satisfaction and commitment
 Higher levels of trust and support
 Diverse co-workers working well together
 Clear work objectives
 Better operating policies and procedures
…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 30

Steps to Building an Effective Team

The first rule of team building is an obvious one: to lead a team effectively, you must first
establish your leadership with each team member. Remember that the most effective team leaders
build their relationships of trust and loyalty, rather than fear or the power of their positions.

 Consider each employee's ideas as valuable. Remember that there is no such thing as a
stupid idea.
 Be aware of employees' unspoken feelings. Set an example to team members by being
open with employees and sensitive to their moods and feelings.
 Act as a harmonizing influence. Look for chances to mediate and resolve minor disputes;
point continually toward the team's higher goals.
 Be clear when communicating. Be careful to clarify directives.
 Encourage trust and cooperation among employees on your team. Remember that the
relationships team members establish among themselves are every bit as important as
those you establish with them. As the team begins to take shape, pay close attention to the
ways in which team members work together and take steps to improve communication,
cooperation, trust, and respect in those relationships.
 Encourage team members to share information. Emphasize the importance of each team
member's contribution and demonstrate how all of their jobs operate together to move the
entire team closer to its goal.
 Delegate problem-solving tasks to the team. Let the team work on creative solutions
together.
 Facilitate communication. Remember that communication is the single most important
factor in successful teamwork. Facilitating communication does not mean holding meetings
all the time. Instead it means setting an example by remaining open to suggestions and
concerns, by asking questions and offering help, and by doing everything you can to avoid
confusion in your own communication.
 Establish team values and goals; evaluate team performance. Be sure to talk with
members about the progress they are making toward established goals so that employees
get a sense both of their success and of the challenges that lie ahead. Address teamwork in
performance standards. Discuss with your team:
o What do we really care about in performing our job?
o What does the word success mean to this team?
o What actions can we take to live up to our stated values?
 Make sure that you have a clear idea of what you need to accomplish ; that you know
what your standards for success are going to be; that you have established clear time
frames; and that team members understand their responsibilities.
 Use consensus. Set objectives, solve problems, and plan for action. While it takes much
longer to establish consensus, this method ultimately provides better decisions and greater
productivity because it secures every employee's commitment to all phases of the work.
…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 31

 Set ground rules for the team. These are the norms that you and the team establish to
ensure efficiency and success. They can be simple directives (Team members are to be
punctual for meetings) or general guidelines (Every team member has the right to offer
ideas and suggestions), but you should make sure that the team creates these ground rules
by consensus and commits to them, both as a group and as individuals.
 Establish a method for arriving at a consensus. You may want to conduct open debate
about the pros and cons of proposals, or establish research committees to investigate issues
and deliver reports.
 Encourage listening and brainstorming. As supervisor, your first priority in creating
consensus is to stimulate debate. Remember that employees are often afraid to disagree
with one another and that this fear can lead your team to make mediocre decisions. When
you encourage debate you inspire creativity and that's how you'll spur your team on to
better results.
 Establish the parameters of consensus-building sessions. Be sensitive to the frustration
that can mount when the team is not achieving consensus. At the outset of your meeting,
establish time limits, and work with the team to achieve consensus within those
parameters. Watch out for false consensus; if an agreement is struck too quickly, be careful
to probe individual team members to discover their real feelings about the proposed
solution.

Symptoms that Signal a Need for Team Building

 Decreased productivity

 Conflicts or hostility among staff members

 Confusion about assignments, missed signals, and unclear relationships

 Decisions misunderstood or not carried through properly

 Apathy and lack of involvement

 Lack of initiation, imagination, innovation; routine actions taken for solving complex problems

 Complaints of discrimination or favoritism

 Ineffective staff meetings, low participation, minimally effective decisions

 Negative reactions to the manager

 Complaints about quality of service

Definition of Group

…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 32

 Group is defined as minimum two or more than two individuals who come together to
complete particular task(s) usually towards achievement of goal(s).
 These individuals normally related to each other by some organizational or
social relationships.
 The group may be of two types:
- informal group and
- formal groups
 The behavior of individuals in a group may get modified to certain extent as compared their
behavior when they are independent of the group. This is due to the interactions between
the members of the group and their influence on each other.

Definition of Group Dynamics

 Group dynamics is the study of groups.

 It is an important subject of organizational behavior (OB), particularly for
the organizational groups.
 It studies group’s
- Formation
- Structure
- Interaction and behavior
- Process.
 Study of the group processes forms the most important core subject of the studies while
looking at the group functioning.
 Due to this reason, many a time, people understand group dynamics and group process as
one and the same.

Formation of Groups
Why Are Groups Formed?

 Individuals sharing common sentiments, purpose and activities start interacting and form a
group.
 When individuals perceive that they can expect beneficial exchanges explicitly or implicitly
by forming the group, they do so and become part of the group.
 When individuals believe that they can get an identity, belongingness, self-esteem or
prestige by affiliating to a particular or significant or prominent group, they do so.

How Groups Get Formed and Develop?

Bruce Tuckman gave a five stage framework for formation and development of groups in 1960s.
These five stages are given below:
1. Forming:

 Due to any one of the reasons enunciated earlier, group gets formed.

…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 33

 Normally, the group gets formed with an incomplete idea of its goals or purposes. So, at the
beginning of formation, there is some confusion and uncertainty.
 Leadership of the group and the roles and tasks to be undertaken by the group do not
emerge clearly. Thus, forming is an induction process through which members get to know
each other and share expectations from the group.
 Members gradually learn the purpose of the group and the guidelines to be followed.
 Forming stage should not be rushed because trust and openness have yet to develop. These
feelings strengthen in later stages of development.

2. Storming:

In this stage, the group is likely to experience the highest level of disagreement and conflict
as members may voice concerns and criticism.

 Members often question and challenge group goals.

 They also struggle for power or leadership.
 If members can ultimately
achieve understanding and cohesiveness through collaboration and resolution, the group
may continue as a group. Otherwise, the group may disband. However, if it still continues, it
may remain ineffective and may not make progress to the subsequent stages.

3. Norming:

In this stage, the members start recognizing their individual differences and also their shared
expectations.

 Members may begin to develop a feeling of group identity and group harmony.
 Cooperative efforts may begin.
 Roles and responsibilities among members may get decided.
 They may also decide on how to evaluate progress of the group.

4. Performing:

At performing stage, group might have achieved maturity and there will be greater degree of
harmony among its members.

 There is more mutual acceptance among the members now.

 Conflict can be managed and resolved more amicably through collaborative processes.
 Decisions making takes place more on rational basis aimed at achieving goals rather
thanhighlighting the emotional issues.

5. Adjourning:

 All groups do not experience this stage at all. Many groups remain permanent.
…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 34

 Some groups that complete their tasks and goals may decide on disbanding the group.
 This stage is characterized by the feelings of sadness normally associated with closure of
any group and separation of the members.

Types of Leadership Required in First Four Stages of Group Formation/Development

1. Tell:

 It is the type of leadership required in the first stage called forming

 Facilitate members; introduction with each other each other and tell the individual
contribution to the task expected from them.
 Provide a sense of purpose and clarify limits, deadlines and constraints.
 Assess the skills and try to identify group roles
 Begin to anticipate likely blocks and barriers to progress

2. Sell:

 It is the type of leadership required in the second stage called storming

 Its a delicate role
 Continue to provide direction
 Encourage building of trust and openness
 Manage conflicts positively to arrive at look for a common platform
 Be prepared to mediate and determine solutions even if they might not be popular with
everyone

3. Consult:

 It is the type of leadership required in the third stage called norming

 Less directive and more supportive
 Maintain openness and trust
 Challenge the group if it starts to become complacent
 Celebrate individual and group successes
 Encourage regular reviews to ensure group's progress

4. Participate:

 It is the type of leadership required in the fourth stage called performing

 Lead from behind
 Ensure that the group has required resources and support
 Represent the group to the wider organization
 Encourage regular evaluation to avoid complacency
 Develop the skills

…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 35

Group Process
Given below are the major factors or elements of group process:

 Extent of task focus (giving information, seeking information, summarizing, getting on etc)
and extent of social focus (encouraging, harmonizing, drawing in, mirroring,
pleasing, entertainingetc)
 Characteristics of communication, coordination, cooperation, support and collaboration
 Patterns of self-oriented behavior (silence, hurt feeling, withdrawal, tension, anxiety etc)
 Mix of influencing, convincing, dictating, bribing, cajoling, flattery etc
 Roles
 Relationships
 Patterns of dominance and submission
 Conflict management and conflict resolution
 Level of group effectiveness
 Team building and synergy

Types of Groups

 Informal groups
 Formal

Informal Groups

These groups may get formed within an organization or outside an organization. They do not
necessarily follow the rules and guidelines of the organization. They informally follow the
guidelines of the informal group. These groups are called interest groups, friendship groups,
reference groups etc. Given below are a few examples of informal groups:

 Employees meet near water cooler and gossip

 Five secretaries from marketing department meet once a month for lunch to discuss mutual
concerns and to seek relief from tedious aspects of their job
 Four computer programmers form a jogging club that meets three days per week to run five
miles after office hours
 All employees of a section meet and discuss how to improve and beautify office layouts
 Seven workers of a production shop floor meet once a week to solve their technical
problems

Formal Groups
These groups are formally created in an organization and follow the rules and guidelines
prescribed by the organization. These are:
1. Command groups
They are explained by a formal organization structure and depicted on the organizational chart. A
company’s organization network starting with the chairman of board of directors through its
various levels of managers right down to the workers is a typical command group example.
…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 36

2. Task groups or task forces

People working together to achieve a common task form a task group or a task force. Members are
grouped together either from the same department or cross-functionally to complete some
specified goals on a timeline. These task forces are appointed for a specified periods and disbanded
after the goals are achieved.

3. Functional groups
Functional group is created to carry out specific functions in an organization. These are normally
on-going departments of an organization and are permanent till re-structuring of organization is
undertaken.

Methods of Arriving at Decisions in Group

 Lack of response
(Plop)
 Authority rule
(Mine is right or might is right)
 Minority rule
(Silence means consent)
 Majority rule
(Collection - win - lose competition)
 Consensus
(Near total agreement)
 Unanimity
(Total agreement)

IMPORTANCE OF NETWORKING

NETWORKING is the single most powerful marketing tactic to accelerate and sustain success for any
individual or organization! – Adam Small
Networking is about making connections and building enduring, mutually beneficial relationships.
SBN operates as a catalyst to ensure you meet the “right” people to include in your network and
expand your sphere of influence.

Ultimately, it’s not about who you know ... but WHO KNOWS YOU!!
Ask any senior executive, politician, community leader or successful salesperson which single
skill or habit helped them excel in their career – an overwhelming majority will respond with one
simple word… Networking.

NETWORKING IS CRITICAL
We are constantly bombarded with advertisements, emails, status updates, special offers, and
sales pitches creating a cluttered message. Personal relationships enable you and your
…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 37

organization to stand out, rise above the noise and remain top of mind.

Relationships are the catalyst for success. People do business with those they like and
trust.Serve as a resource, help others succeed.
Networking provides the most productive, most proficient and most enduring tactic to build
relationships.

To succeed you must continually connect with new people, cultivate emerging relationships and
leverage your network.

WHY NETWORK?

 Learn dynamics within your industry

Establish your business contacts
Get “plugged in” to your community
Seek new career opportunities

 Facilitate win-win relationships

Create your referral networks
Accelerate your professional development
Develop knowledge resources

Networking Resources to enhance your effectiveness:

How to develop positive Improved work relationship?

1.Employ active listening techniques.

To develop positive work relationships, it is important to listen closely to what your

colleagues are saying. Active listening techniques involve repeating back to the person who is
talking what you heard him or her say. This assures that you and your co-worker are on the same
page.

2. Allow for open communication.

Co-workers should be able to freely express their thoughts on work-related issues in a

professional manner. In team meetings or one-on-one sessions, co-workers should be encouraged
to voice their opinions about a project and express their ideas. Open communication is important
for team building and increasing morale. If you are a supervisor or director, it is your responsibility
to establish an office culture in which employees feel comfortable expressing themselves.

3.Be respectful of yourself and others.

…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 38

When building positive relationships, it is important to act in a respectful manner. Be

respectful to your co-workers by listening to their positions and responding in a professional
manner. Respect yourself by staying in control of your emotions and using your best judgment
when working towards conflict resolution with co-workers. For example: If you are having a
disagreement with a co-worker, take a few deep breaths before responding or agree to discuss the
issue at a later time so that you can walk away from the situation and come up with an appropriate,
professional response.

4. Be willing to compromise.

The work environment requires that co-workers work together as a team. Compromise
involves each party getting something that he or she wants so that everyone wins.

5. Get to know your co-workers on a personal level.

Cultivating relationships with your co-workers can improve work relations and improve
your support system at work. Participate in organization-wide volunteer programs, share personal
interests during lunch, and find opportunities to spend time with co-workers outside of the office.

…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 39

UNIT III

Communication Skills / Communication With Others

Communication Definition:

The process of sending and receiving messages through verbal or nonverbal means--speech (oral
communication), writing (written communication), signs, signals, or behavior.

Definition:

"Listening is more complex than merely hearing. It is a process that consists of four stages: sensing
and attending, understanding and interpreting, remembering, and responding . . .. The stages occur in
sequence but we are generally unaware of them."

Elements and Levels of Listening

"There are four elements of good listening:

1. attention--the focused perception of both visual and verbal stimuli

2. hearing--the physiological act of 'opening the gates to your ears'
3. understanding--assigning meaning to the messages received
4. remembering--the storing of meaningful information

Ten Keys to Effective Listening

1. Find areas of interest.

2. Judge content, not delivery.
3. Hold your fire.
4. Listen for ideas.
5. Be flexible.
6. Work at listening.
7. Resist distractions.
8. Exercise your mind.
9. Keep your mind open.
10. Anticipate, summarize, weigh the evidence, and look between the lines.

Active Listening

"Active listening involves six skills:

o paying attention
o holding judgment,
o reflecting
…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 40

o clarifying
o summarizing
o Sharing

Active listening is just like listening. However, it needs the listener to feedback by paraphrasing or restating
what has heard to confirm accuracy and understanding of both sides.

Advantages of Practicing Active Listening:

 Active listening will show great respect to the speaker. It demonstrates that you authentically yearn for
understanding in his or her point of view. It assists and facilitates the development of a good relationship
between the listener and the speaker.

 Active listening, make possible further disclosure. Disclosure is significant for efficient legal
representations.

 Active listening will allow the speaker to correct if you have not stated nor express the statement well. So,
in that manner you will be guided.

 Active listening facilitates the listener to stay focused on the discussion, and to retain information what the
person hears.

 Active listening resolves conflict. It is difficult to keep hitting when the other party does not hit back.

 Active listening permits the speaker to utter feelings.

 Active listening will provide you additional information. Because of the fact that you comprehend what the
speaker says, the information will retain to your brain and use it for future purposes.

Disadvantages of Practicing Active Listening:

 Practicing active listening will make you like a parrot by repeating the same words. Occasionally, the
speaker may think you have heard them talking but you they have been misunderstood. It does not facilitate
more communication like the genuine empathy. It provides you the appearance that you are just making
any motions.

 It looks like you are interrupting the speaker.

 It sounds like you are arrogant and repeat everything back. Many people are pissed off when someone
rephrases the speaker’s statement especially those statement that are well discussed afterwards but still
you raised hands and re-stated it again.

 It appears that you are not asking a question but rather showing your uncertainty about what the speaker
is saying a while ago.

…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 41

Three Techniques For Active Listening

1) Setting The Stage For Listening – Stop whatever else you are doing. Turn to face the speaker and make
eye contact. If you’re standing, your arms should be held loosely at your sides. If you’re sitting, place your
hands in your lap or loosely along each arm of the chair. Whether standing or sitting, do not cross your arms,
which sends out a negative message. If you’re sitting, your legs should also be uncrossed. Lean slightly
towards the speaker. You want your body language to send the message that you are receptive to the
speaker’s message.

2) Appropriate Advancement – As the speaker speaks, make appropriate comments that advance the
conversation. Just saying “um” or “ah” here and there won’t do it. You need to show the speaker that you’re
actively listening to what he’s saying by making statements or asking questions that show that you’ve been
paying attention. Like the next technique, summarizing, this active listening technique works well in both
face-to-face and communication situations where the speaker can’t see you.

3) Summarizing - This is a particularly powerful technique for showing the speaker you’ve been paying
attention whether you’re in a face-to-face situation or listening over the phone. You can use it during
conversation by saying something such as, “You were saying that...” and simply restating the speaker’s last
point. Its most powerful use is at the end of the conversation, when it’s “officially” your turn to respond. Start
by saying, “You said that...” and then summarize the speaker’s key points, closing by adding an action
statement, something you will do as a result of what the speaker has said.

For example, “You said that you don’t feel that I’ve been listening to you because I keep facing my computer
screen when you’re talking, and don’t seem to have anything to add to the conversation. From now on, I’ll give
you my full attention when you speak to me.”

Reading Definition:

The process of extracting meaning from a written or printed text.

Reading Strategies to Save Time

Active readers use reading strategies to help save time and cover a lot of ground. Your purpose for reading
should determine which strategy or strategies to use.

1. Previewing the text to get an overview

What is it? Previewing a text means that you get an idea of what it is about without actually reading the main
body of the text.
…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 42

When to use it: to help you decide whether a book or journal is useful for your purpose; to get a general
sense of the article structure, to help you locate relevant information; to help you to identify the sections of
the text you may need to read and the sections you can omit.
To preview, start by reading:

 the title and author details

 the abstract (if there is one)
 then read only the parts that ‘jump out’; that is: main headings and sub headings, chapter summaries, any
highlighted text
 examine any illustrations, graphs, tables or diagrams and their captions, as these usually summarise the
content of large slabs of text
 the first sentence in each paragraph

2. Skimming

What is it? Skimming involves running your eye very quickly over large chunks of text. It is different from
previewing because skimming involves the paragraph text. Skimming allows you to pick up some of the main
ideas without paying attention to detail. It is a fast process. A single chapter should take only a few minutes.
When to use it: to quickly locate relevant sections from a large quantity of written material. Especially useful
when there are few headings or graphic elements to gain an overview of a text. Skimming adds further
information to an overview.
How to skim:

 note any bold print and graphics.

 start at the beginning of the reading and glide your eyes over the text very quickly.
 do not actually read the text in total. You may read a few words of every paragraph, perhaps the first and
last sentences.
 always familiarise yourself with the reading material by gaining an overview and/or skimming before
reading in detail.

3. Scanning

What is it? Scanning is sweeping your eyes (like radar) over part of a text to find specific pieces of
information.
When to use it: to quickly locate specific information from a large quantity of written material.
To scan text:

 after gaining an overview and skimming, identify the section(s) of the text that you probably need to
read.
 start scanning the text by allowing your eyes (or finger) to move quickly over a page.
 as soon as your eye catches an important word or phrase, stop reading.
 when you locate information requiring attention, you then slow down to read the relevant section more
thoroughly.
 scanning and skimming are no substitutes for thorough reading and should only be used to locate
material quickly.
…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 43

4. Intensive reading

What is it? Intensive reading is detailed, focused, ‘study’ reading of those important parts, pages or chapters.
When to use it: When you have previewed an article and used the techniques of skimming and scanning to
find what you need to concentrate on, then you can slow down and do some intensive reading.
How to read intensively:

 start at the beginning. Underline any unfamiliar words or phrases, but do not stop the flow of your
reading.
 if the text is relatively easy, underline, highlight or make brief notes (see ‘the section on making notes
from readings).
 if the text is difficult, read it through at least once (depending on the level of difficulty) before making
notes.
 be alert to the main ideas. Each paragraph should have a main idea, often contained in the topic sentence
(usually the first sentence) or the last sentence.
 when you have finished go back to the unfamiliar vocabulary. Look it up in an ordinary or subject-specific
dictionary. If the meaning of a word or passage still evades you, leave it and read on. Perhaps after more
reading you will find it more accessible and the meaning will become clear. Speak to your tutor if your
difficulty continues.
 write down the bibliographic information and be sure to record page numbers (more about this in the
section on making notes from readings).

5. Critical reading

Being critical in an academic context does not mean simply criticising or ‘finding fault’. It means
understanding how ideas have been arrived at, and evaluating their strengths and weaknesses. Here are some
of the main features of critical reading.

 Recognising the writer’s purpose and underlying values (social, cultural and historical influences).
 Recognising patterns of the argument.
 Linking ideas in the text to other ideas and texts.
 Exploring alternatives to the stated idea.
 Recognising the assumptions and underlying values that you bring to your reading.

Being an ACTIVE reader means being a CRITICAL reader. The purpose of critical reading is to gain a deeper
understanding of the material. It involves reading in depth and actively questioning what you read

…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 44

Art of Writing :
WRITING is a 7 letter word that starts with W.

Syno
nym authorship, committal to writing, composition, penning, piece of writing, written material
s:

See activity, adaptation, autograph, body of

Also work, bowdlerisation, bowdlerization, capitalisation,capitalization, coding, coding
: system, criticism, cryptogram, cryptograph, cryptography, diary,dithyramb, document, drafting, dramati
c composition, dramatic
work, dramatisation, dramatization,editing, epilog, epilogue, essay, fabrication, fictionalisation, fictionali
zation, hand, handwriting,handwriting, hieroglyph, hieroglyphic, inscription, inscription, journal, letteri
ng, lexicography, literary composition, literary criticism, literary
work, literature, manuscript, matter, metrification, ms, notation,notation, notational
system, novelisation, novelization, oeuvre, orthography, papers, paragraph,plagiarism, printing, printing
process, redaction, redaction, religious text, religious writing, rescript,revision, rewrite, sacred
text, sacred writing, screed, script, secret writing, secret
writing, section,skywriting, subdivision, title, treatise, typewriting, typing, verbal
creation, versification, version, work,writing system, written communication, written
document, written language.

10 Must Follow Tips for Effective Writing

Tip #1: Avoid redundant sentences.

If you haven’t noticed yet after reading the first tip, the first paragraph’s first and last sentence talk about the
same thing: what readers want to read. It should not go like that, once or twice is pardonable but several of
those redundant sentences would just irritate your readers. Doing such congests their minds.

Tip #2: If there’s a word for it, use it.

Words are made to shrink thoughts in form of phrases. Make it faster to read and understand. Instead of
writing “it was an unprecedented event that caused this” say “it was an accident”.

Writers, especially those who are very particular with SEO, would always think of word count and use all
possible keywords which might exhaust the readers that would make them just go away. An eloquent writing
is best for instructional and creative writing. This will also balance quality and quantity.

Tip #3: It is always ‘your’ not ‘our’.

You are the writer, you tell; your readers will gain more confidence on you and your writing if it seems to
them that you are in a far away place and not among them. Say “your website will look great with this add-
on!” instead of saying “our website will look great…” Besides, ‘your’ sounds better.
…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 45

Tell your readers things that will make their life better in every faculties possible. Make them feel important,
because they really are! (Really, YOU are important!)

Tip #4: Do not command, just suggest.

Your readers don’t want you to be commanding them to do things. Instead of saying “use this tool” say “I find
this tool very useful”. Although the phrase points to you finding the tool “very useful” it will give the reader an
idea that it is indeed good, and might use it. Everyone has their ego to protect, yes it applies here too. A
declarative sentence is more favorable than a command sentence.

You should follow these steps for you to be a good writer. Instant turn-off.

Tip #5: Strong words, strong memory.

Make your sentences strong enough so that you won’t have to repeat it. Doing this will automatically earn you
your medal for abiding by Tip #1.

People quote favorite movie lines, or from a book, because these impacted them in a way so strong they can’t
just simply forget. Keep in mind that a strong word is sometimes backed-up by another word next to it, or
before it.

Tip #6: Let them guess.

Do not give it all on the first half of your post; add an air of mystery, leave a question, excite them and they
will want for more. In a novel this is called a “page-turner” and in a blog post it is what makes readers stay
and finish the whole post. Think that visitors are busy people with a very short time to spare for a post
without excitement, they might not stay longer than 60 seconds. Keep on making them think, or say, “what’s
next? what’s next?” but your goal should be “awww I want more!”

Tip #7: Figures of speech.

Usually when a writer explains a piece of very complicated material there is always the worry of boring the
readers to death. One time I was asked to proofread an article about physics, specifically about the Higgs
Field, I almost turned down the offer because that’s the first time I heard of the scientific term. But being a
science enthusiast I accepted. What followed was pure hell. In the end I understood what Higgs Field is
because of an analogy, he compared it to a swimming pool and I was able to do the job. Now what I just said is
boring, here it goes: it’s like trying to understand what income tax is when it can be explained by “it is your
contribution to the government’s budget.”

…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 46

Tip #8: Humor.

You may add humor to lighten up the subject and make your readers feel at ease with you. It should not be
forced, it should appear as naturally as possible. People deserve to smile while reading, and they will like you
for making their hectic day lighter. And because you are hurrying to read the tips you haven’t noticed that
there is actually no Tip #5. Now you are smiling.

Tip #9: Try before suggesting.

Nothing beats experience, really. I will not suggest things to my readers which I have not yet tried and proven.
I fear seeing a comment below my article saying “&#^(@# that ruined the whole development process!!!” or
read “That is so outdated.” Your credibility as a writer is on the line in everything you write, it is subject to
many criticisms so better be cautious and share only what you have experienced first-hand or has a good
knowledge of, even theoretical.

Tip #10: Read others’ work.

Not only does this increase your knowledge about the current happenings, it also gives you an idea on what
people want to read and what they try to avoid. There is actually no such thing as “I didn’t learn anything
from that” because you just did, you just learned it wasn’t effective (in a general sense).

I have never seen anything so insubstantial that I never learned something from.

In a Nutshell:

1. Avoid redundant sentences.

2. If there’s a word for it, use it.
3. It is always ‘your’ not ‘our’.
4. Do not command, just suggest.
5. Strong words, strong memory.
6. Let them guess.
7. Figures of speech.
8. Humor.
9. Try before suggesting.
10. Read other’s work.

The Art of Writing E-mail

by Gerardo San Diego

Introduction
…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 47

It simply comes down to making others understand. Yet people treat writing e-mail as either a chore, a waste
of time, or worst, a lesser form of communication. Because of this, it isn't given the same amount of care and
attention as putting pen to paper.

So what if penmanship isn't seen, or that the stationery doesn't matter? So what if everything becomes left-
justified or gets truncated during transmission? Doesn't this mean that the words themselves become even
more important than ever before?

In this section are some guidelines that I use when composing an electronic letter - if simple words aren't able
to convey the message properly, we're using the wrong alphabet.

1. USE APPROPRIATE SALUTATIONS

2. MAKE THE SUBJECT MATTER MATTER
3. KEEP A DICTIONARY HANDY
4. INSERT "BREATHS" OF EMPTY SPACE
5. NO MATTER WHAT THEY SAY, SMILEY FACES WORK
6. WHEN IN DOUBT, PREFACE
7. INCLUDE PREVIOUS MESSAGE
8. COMPRESS THOSE FILE ATTACHMENTS
9. REREAD BEFORE PUSHING THAT "SEND" BUTTON
10. BE POLITE, AND RECIPROCATE GOOD DEEDS
11. ANTICIPATE, EMPATHIZE, UNDERSTAND

1.Use Appropriate Salutations

When used well, salutations are an effective way to set the atmosphere of the letter. Think of it as a
handshake, another way to greet your reader. It allows the reader to get into the right frame of mind,
preparing him for your message.

Choose your salutations wisely; starting off a letter with a simple "Hello" is very different from a more casual
"Hi there," or a downright comfortable "Howdy." Including the reader's name in the salutation lets him know
that you've written the message specifically for him.

2.Make the Subject Matter Matter

Your e-mail's Subject Heading is one of the first things that your reader will see. Oftentimes, and especially
during sorting, it's the only way you can distinguish one letter from the next. Make it count. We all know that
your letter contains "stuff" that you've written-putting "Stuff" as the Subject Heading is just as useless as not
putting anything at all.

And when it comes to back-and-forth messages with the same subject matter, it's easier to keep track of
things if you alter the Subject Heading to match the current phase of conversation. Here's a series of sample
Subject Headings:

(Original message) Subject: King Arthur

(1st Reply) Subject: King Arthur

…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 48

(2nd Reply) Subject: King Arthur

(3rd Reply) Subject: King Arthur

(4th Reply) Subject: King Arthur

Notice that since the Subject Headings don't change with each subsequent reply, you have no idea how the
conversation is evolving, or what is being discussed other than King Arthur. Now try this:

(Original message) Subject: King Arthur

(1st Reply) Subject: Sir Parsival

(2nd Reply) Subject: Parsival's a ninny

(3rd Reply) Subject: What about Guinevere?

(4th Reply) Subject: Get her to a nunnery

Just from reading the Subject Headings, you can now get an idea where the conversation is going.

3.Keep a Dictionary Handy

First of all, it's just good practice. Secondly, you'll be more confident when "experimenting" with new words
and phrases. As long as you verify that what you're writing is spelled correctly and is used in the proper
context, you'll naturally increase your wordpower and further enhance your own writing style. And this will,
in turn, make your letters more enjoyable to read, and easier to understand.

Note: From my experience, the most subtle (and polite) way of letting someone know of their misspellings is
to simply reply with the word(s) correctly spelled - no need to call it out, just let your reader notice his own
error. In turn, pay attention when your own misspellings are corrected -- don't worry, it happens to everyone.

4. Insert "Breaths" of Empty Space

It is very hard to focus on one thing when all of your thoughts and ideas and lunch plans and computer
questions and computer answers and universally cosmic ponderings are crammed together into one
paragraph that never breaks and you just keep going without inserting periods or commas or line spaces and
just because this is how you yourself are thinking and you are completely lost in your train of thought does
not mean that someone else is going to understand any of it and you should not expect them to so pay
attention to how good stories are written especially when there is dialogue going on notice that there is a new
line every time someone else new is talking or a new idea is introduced and try to separate Web addresses
with blank lines or you'll wind up with something like hey dude check these sites out go here www.idjit.com

…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 49

www.goofus.com www.dorkwad.com and then everybody will be totally confused and will wind up not
reading any of it.

5. No Matter What They Say, Smiley Faces Work

Some call them emoticons, some call them smiley faces. And they're great when you really want to let your
reader know what you're feeling, or how you'd like your reader to feel, and you just don't have the words nor
the time to say so.

They're most appropriately used in casual e-mail, and most effective when used sparingly. I myself use them
when I want to let the reader know that everything's okay, don't worry about it. Just as it's hard not to smile
back when someone is smiling at you, the same goes for smiley faces.

:-)

See what I mean?

6.When in Doubt, Preface

There's nothing worse than a misunderstood letter-everybody gets mad for no reason. I've found that this
happens most often within personal criticisms, when even a well-intentioned comment, when phrased
incorrectly, sounds harsh and condescending.

One way to avoid this is to begin your e-mail with why you are writing what you are writing, and how you
have come to your conclusions. Then proceed with your comment. Emphasize that this is just your opinion,
and that you could be wrong.

You are wrong, sometimes, aren't you?

7.Include Previous Message

Some folks get dozens and dozens of e-mail a day, and chances are you're not the only one they're having a
discussion with. To prevent misunderstanding, you should include all or at least part of the original message
along with your reply, or at least reiterate the topic somewhere in your reply letter.

Imagine trying to figure out this e-mail:

Hey Carl, sounds good.

Reiterating the original topic will help your reader know what you're talking about:

Hey Carl, the barbecue this Saturday

at 2pm sounds good. See you then.

…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 50

If the original message is rather long, include it after your reply, using dashes or underlines to visually
separate your reply from the original message. To help you out, most e-mail programs automatically include
arrows or other markers to distinguish your reply from the original message.

8.Compress Those File Attachments

To minimize download time, it's a good idea to compress any file that's over 100k in size, using programs like
WinZip and PKZip. If you have to send multiple files and directories, compress all of them into one attached
file. Also, make sure that you name your compressed file specifically, not some arbitrary name like:

file.zip

If you need to send a really large file, you may want to e-mail your recipient ahead of time, letting him know
what time you'll be sending it over. If possible, send large files during off-peak hours, or during lunch, when
computers aren't being used.

9.Reread Before Pushing That "Send" Button

There's no greater finality than that split-second moment when your letter leaves your computer and enters
the point of total commitment. Unlike sending surface mail, you don't even have time to address the envelope,
lick it shut, put a stamp on it, go to the post office and drop it into the mailbox. Maybe if we had to use
cyberstamps, we'd be more careful about what we send (not that I'm proposing cyberstamps, oh no...)

Have you also found yourself sending a follow-up letter, because you weren't really finished with your
original thoughts, or you've suddenly gained a bit more sanity and would like to take some of those first
words back? The problem with sending follow-ups, especially when the subject matter is the same, is that
your reader may think you're just being redundant, and will not pay attention to the subsequent letters. Or
your reader may be put off so much by your original letter that any of your following letters will not be read
at all.

One way to avoid these moments of haste is to queue up your message to be sent at a later time. This will give
you enough time to mull over what you've written, and rewrite it if necessary. And if, after taking all
precautions, you still accidentally send something you didn't want to, write the words READ THIS FIRST! as
the Subject Heading on your "real" letter, send that off, and pray that your reader hasn't already read the first
one.

10. Be Polite, and Reciprocate Good Deeds

The Internet is full of good people willing to help others, and they all deserve at least a "thank you" once in a
while. And you'd be surprised at how well your favors will be answered if you include a "please" and thank
the person ahead of time.

In turn, you should also offer to help others out with whatever answers you can provide.

Some common acronyms of politeness:

…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 51

TIA = Thanks In Advance

IMHO = In My Humble Opinion

HTH = Hope This Helps

11.Anticipate, Empathize, Understand

Regardless of rules of writing, of misspellings or protocol, here are some basics that we should at least
consider:

Anticipate what questions your reader might want answered, and what messages your reader might infer
from your letter. Write specifically so that your reader understands. Your writing style may change
depending on your intended reader, and that's okay.

Empathize with your reader-he or she may be having a bad day or simply didn't understand what you were
trying to communicate. Ask yourself, "If I were the other person, what part of this letter might have confused
me?" If necessary, repeat your original message with a more specific explanation.

And understand that not everyone will be able to respond to your letters immediately, not everyone will
write positive remarks all the time, and not everyone will be in the same exact mood as you when you send
off that letter.

And when all else fails, you can always use the telephone.

Email etiquette

It is amazing to find that in this day and age, some companies have still not realized how important their
email communications are. Many companies send email replies late or not at all, or send replies that do not
actually answer the questions you asked. If your company is able to deal professionally with email, this will
provide your company with that all important competitive edge. Moreover by educating employees as to
what can and cannot be said in an email, you can protect your company from awkward liability issues. This
website discusses the main etiquette rules and provides advice on how employers can ensure that they are
implemented.

'By requiring employees to use appropriate, businesslike language in all electronic communications, employers
can limit their liability risks and improve the overall effectiveness of the organization's e-mail and Internet copy
in the process' - Excerpt from 'Writing Effective E-mail', by Nancy Flynn and Tom Flynn.

Why do you need email etiquette?

What are the email etiquette rules?
How do you enforce email etiquette?

Why do you need email etiquette?

A company needs to implement etiquette rules for the following three reasons:

Professionalism: by using proper email language your company will convey a professional image.
Efficiency: emails that get to the point are much more effective than poorly worded emails.
…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 52

Protection from liability: employee awareness of email risks will protect your company from costly law
suits.

Top

What are the etiquette rules?

There are many etiquette guides and many different etiquette rules. Some rules will differ according to the
nature of your business and the corporate culture. Below we list what we consider as the 32 most important
email etiquette rules that apply to nearly all companies.

32 most important email etiquette tips:

1. Be concise and to the point

2. Answer all questions, and pre-empt further questions
3. Use proper spelling, grammar & punctuation
4. Make it personal
5. Use templates for frequently used responses
6. Answer swiftly
7. Do not attach unnecessary files
8. Use proper structure & layout
9. Do not overuse the high priority option
10. Do not write in CAPITALS
11. Don't leave out the message thread
12. Add disclaimers to your emails
13. Read the email before you send it
14. Do not overuse Reply to All
15. Mailings > use the bcc: field or do a mail merge
16. Take care with abbreviations and emoticons
17. Be careful with formatting
18. Take care with rich text and HTML messages
19. Do not forward chain letters
20. Do not request delivery and read receipts
21. Do not ask to recall a message.
22. Do not copy a message or attachment without permission
23. Do not use email to discuss confidential information
24. Use a meaningful subject
25. Use active instead of passive
26. Avoid using URGENT and IMPORTANT
27. Avoid long sentences
28. Don't send or forward emails containing libelous, defamatory, offensive, racist or obscene remarks
29. Don't forward virus hoaxes and chain letters
30. Keep your language gender neutral
31. Don't reply to spam

32. Use cc: field sparingly

…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 53

1. Be concise and to the point.

Do not make an e-mail longer than it needs to be. Remember that reading an e-mail is harder than reading
printed communications and a long e-mail can be very discouraging to read.

2. Answer all questions, and pre-empt further questions.

An email reply must answer all questions, and pre-empt further questions – If you do not answer all the
questions in the original email, you will receive further e-mails regarding the unanswered questions, which
will not only waste your time and your customer’s time but also cause considerable frustration. Moreover, if
you are able to pre-empt relevant questions, your customer will be grateful and impressed with your efficient
and thoughtful customer service. Imagine for instance that a customer sends you an email asking which credit
cards you accept. Instead of just listing the credit card types, you can guess that their next question will be
about how they can order, so you also include some order information and a URL to your order page.
Customers will definitely appreciate this.

3. Use proper spelling, grammar & punctuation.

This is not only important because improper spelling, grammar and punctuation give a bad impression of
your company, it is also important for conveying the message properly. E-mails with no full stops or commas
are difficult to read and can sometimes even change the meaning of the text. And, if your program has a spell
checking option, why not use it?

4. Make it personal.

Not only should the e-mail be personally addressed, it should also include personal i.e. customized content.
For this reason auto replies are usually not very effective. However, templates can be used effectively in this
way, see next tip.

5. Use templates for frequently used responses.

Some questions you get over and over again, such as directions to your office or how to subscribe to your
newsletter. Save these texts as response templates and paste these into your message when you need them.
You can save your templates in a Word document, or use pre-formatted emails. Even better is a tool such
asReplyMate for Outlook (allows you to use 10 templates for free).

6. Answer swiftly.

Customers send an e-mail because they wish to receive a quick response. If they did not want a quick
response they would send a letter or a fax. Therefore, each e-mail should be replied to within at least 24
hours, and preferably within the same working day. If the email is complicated, just send an email back saying
that you have received it and that you will get back to them. This will put the customer's mind at rest and
usually customers will then be very patient!

7. Do not attach unnecessary files.

By sending large attachments you can annoy customers and even bring down their e-mail system. Wherever
possible try to compress attachments and only send attachments when they are productive. Moreover, you

…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 54

need to have a good virus scanner in place since your customers will not be very happy if you send them
documents full of viruses!

8.Use proper structure & layout.

Since reading from a screen is more difficult than reading from paper, the structure and lay out is very
important for e-mail messages. Use short paragraphs and blank lines between each paragraph. When making
points, number them or mark each point as separate to keep the overview.

9. Do not overuse the high priority option.

We all know the story of the boy who cried wolf. If you overuse the high priority option, it will lose its
function when you really need it. Moreover, even if a mail has high priority, your message will come across as
slightly aggressive if you flag it as 'high priority'.

10. Do not write in CAPITALS.

IF YOU WRITE IN CAPITALS IT SEEMS AS IF YOU ARE SHOUTING. This can be highly annoying and might
trigger an unwanted response in the form of a flame mail. Therefore, try not to send any email text in capitals.

11. Don't leave out the message thread.

When you reply to an email, you must include the original mail in your reply, in other words click 'Reply',
instead of 'New Mail'. Some people say that you must remove the previous message since this has already
been sent and is therefore unnecessary. However, I could not agree less. If you receive many emails you
obviously cannot remember each individual email. This means that a 'threadless email' will not provide
enough information and you will have to spend a frustratingly long time to find out the context of the email in
order to deal with it. Leaving the thread might take a fraction longer in download time, but it will save the
recipient much more time and frustration in looking for the related emails in their inbox!

12. Add disclaimers to your emails.

It is important to add disclaimers to your internal and external mails, since this can help protect your
company from liability. Consider the following scenario: an employee accidentally forwards a virus to a
customer by email. The customer decides to sue your company for damages. If you add a disclaimer at the
bottom of every external mail, saying that the recipient must check each email for viruses and that it cannot
be held liable for any transmitted viruses, this will surely be of help to you in court (read more about email
disclaimers). Another example: an employee sues the company for allowing a racist email to circulate the
office. If your company has an email policy in place and adds an email disclaimer to every mail that states that
employees are expressly required not to make defamatory statements, you have a good case of proving that
the company did everything it could to prevent offensive emails.

13. Read the email before you send it.

A lot of people don't bother to read an email before they send it out, as can be seen from the many spelling
and grammar mistakes contained in emails. Apart from this, reading your email through the eyes of the
…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 55

recipient will help you send a more effective message and avoid misunderstandings and inappropriate
comments.

14. Do not overuse Reply to All.

Only use Reply to All if you really need your message to be seen by each person who received the original
message.

15. Mailings > use the Bcc: field or do a mail merge.

When sending an email mailing, some people place all the email addresses in the To: field. There are two
drawbacks to this practice: (1) the recipient knows that you have sent the same message to a large number of
recipients, and (2) you are publicizing someone else's email address without their permission. One way to get
round this is to place all addresses in the Bcc: field. However, the recipient will only see the address from the
To: field in their email, so if this was empty, the To: field will be blank and this might look like spamming. You
could include the mailing list email address in the To: field, or even better, if you have Microsoft Outlook and
Word you can do a mail merge and create one message for each recipient. A mail merge also allows you to use
fields in the message so that you can for instance address each recipient personally. For more information on
how to do a Word mail merge, consult the Help in Word.

16. Take care with abbreviations and emoticons.

In business emails, try not to use abbreviations such as BTW (by the way) and LOL (laugh out loud). The
recipient might not be aware of the meanings of the abbreviations and in business emails these are generally
not appropriate. The same goes for emoticons, such as the smiley :-). If you are not sure whether your
recipient knows what it means, it is better not to use it.

17. Be careful with formatting.

Remember that when you use formatting in your emails, the sender might not be able to view formatting, or
might see different fonts than you had intended. When using colors, use a color that is easy to read on the
background.

18. Take care with rich text and HTML messages.

Be aware that when you send an email in rich text or HTML format, the sender might only be able to receive
plain text emails. If this is the case, the recipient will receive your message as a .txt attachment. Most email
clients however, including Microsoft Outlook, are able to receive HTML and rich text messages.

19. Do not forward chain letters.

Do not forward chain letters. We can safely say that all of them are hoaxes. Just delete the letters as soon as
you receive them

20. Do not request delivery and read receipts.

This will almost always annoy your recipient before he or she has even read your message. Besides, it usually
does not work anyway since the recipient could have blocked that function, or his/her software might not
…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 56

support it, so what is the use of using it? If you want to know whether an email was received it is better to ask
the recipient to let you know if it was received.

21. Do not ask to recall a message.

Biggest chances are that your message has already been delivered and read. A recall request would look very
silly in that case wouldn't it? It is better just to send an email to say that you have made a mistake. This will
look much more honest than trying to recall a message.

22. Do not copy a message or attachment without permission.

Do not copy a message or attachment belonging to another user without permission of the originator. If you
do not ask permission first, you might be infringing on copyright laws.

23. Do not use email to discuss confidential information.

Sending an email is like sending a postcard. If you don't want your email to be displayed on a bulletin board,
don't send it. Moreover, never make any libelous, sexist or racially discriminating comments in emails, even if
they are meant to be a joke.

24. Use a meaningful subject.

Try to use a subject that is meaningful to the recipient as well as yourself. For instance, when you send an
email to a company requesting information about a product, it is better to mention the actual name of the
product, e.g. 'Product A information' than to just say 'product information' or the company's name in the
subject.

25. Use active instead of passive.

Try to use the active voice of a verb wherever possible. For instance, 'We will process your order today',
sounds better than 'Your order will be processed today'. The first sounds more personal, whereas the latter,
especially when used frequently, sounds unnecessarily formal.

26. Avoid using URGENT and IMPORTANT.

Even more so than the high-priority option, you must at all times try to avoid these types of words in an email
or subject line. Only use this if it is a really, really urgent or important message.

27. Avoid long sentences.

Try to keep your sentences to a maximum of 15-20 words. Email is meant to be a quick medium and requires
a different kind of writing than letters. Also take care not to send emails that are too long. If a person receives
an email that looks like a dissertation, chances are that they will not even attempt to read it!

…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 57

28. Don't send or forward emails containing libelous, defamatory, offensive, racist or obscene
remarks.

By sending or even just forwarding one libelous, or offensive remark in an email, you and your company can
face court cases resulting in multi-million dollar penalties.

29. Don't forward virus hoaxes and chain letters.

If you receive an email message warning you of a new unstoppable virus that will immediately delete
everything from your computer, this is most probably a hoax. By forwarding hoaxes you use valuable
bandwidth and sometimes virus hoaxes contain viruses themselves, by attaching a so-called file that will stop
the dangerous virus. The same goes for chain letters that promise incredible riches or ask your help for a
charitable cause. Even if the content seems to be bona fide, the senders are usually not. Since it is impossible
to find out whether a chain letter is real or not, the best place for it is the recycle bin.

30. Keep your language gender neutral.

In this day and age, avoid using sexist language such as: 'The user should add a signature by configuring his
email program'. Apart from using he/she, you can also use the neutral gender: ''The user should add a
signature by configuring the email program'.

31. Don't reply to spam.

By replying to spam or by unsubscribing, you are confirming that your email address is 'live'. Confirming this
will only generate even more spam. Therefore, just hit the delete button or use email software to remove
spam automatically.

32. Use cc: field sparingly.

Try not to use the cc: field unless the recipient in the cc: field knows why they are receiving a copy of the
message. Using the cc: field can be confusing since the recipients might not know who is supposed to act on
the message. Also, when responding to a cc: message, should you include the other recipient in the cc: field as
well? This will depend on the situation. In general, do not include the person in the cc: field unless you have a
particular reason for wanting this person to see your response. Again, make sure that this person will know
why they are receiving a copy.

How do you enforce email etiquette?

The first step is to create a written email policy. This email policy should include all the do's and don'ts
concerning the use of the company's email system and should be distributed amongst all employees.
Secondly, employees must be trained to fully understand the importance of email etiquette. Finally,
implementation of the rules can be monitored by using email management software and email response tools.

…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 58

UNIT IV

Corporate Skills / Working with Others

Body language Definition

Silent (non-verbal) messages communicated through the sender's body

movements, facial expressions, voice tone and loudness, etc. In social
psychology, all behavior in presence of another person is
considered communication. Also called kinesic communications. See also non
verbal communication.

How to Read Body Language?

1.Pay attention to how physically close someone is to you. The closer they are, the warmer they
are thinking of you. If you move slightly closer to them even closer to you, they probably really like
you or are very comfortable around/by you. But this could also mean that they have a special
comfort with you. A strong friendship or they consider you a member of their family.

2. Watch their head position.

 Overly tilted heads are either a potential sign of sympathy, or if a person smiles while tilting their
head, they are being playful and maybe even flirting.
 Lowered heads indicate a reason to hide something. Take note if someone lowers their head. If it is
when he is complimented, he may be shy, ashamed, timid, keeping distance from the other person,
in disbelief, or thinking to himself or herself. If it is after an explanation, then he may be unsure if
what he said was correct, or could be reflecting.
o It should be noted that some cultures see this as a sign of respect.
 Cocked heads mean that they are confused or challenging you, depending on their eye, eyebrow,
and mouth gestures. Think of how a dog slightly cocks its head when you make a funny noise.

3.Look into their eyes.

 People who look to the sides a lot are nervous, lying, or distracted. However, if a person looks away
from the speaker, it very well could be a comfort display or indicate submissiveness. Looking
askance generally means the person is distrustful or unconvinced.
 If someone looks down at the floor a lot, they are probably shy or timid. People also tend to look
down when they are upset, or trying to hide something emotional. People are often thinking and
feeling unpleasant emotions when they are in the process of staring at the ground.
 Some cultures believe that looking at someone in the eyes is a sign of disrespect, or is only done
with intimate friends or family, so this could explain why someone is avoiding eye contact with you.

…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 59

 Dilated pupils mean that the person is interested. Keep in mind, however, that many substances
cause pupils to dilate, including alcohol, cocaine, amphetamines, MDMA, LSD and others. Don't
mistake having a few drinks for attraction.
 If their eyes seem focused far away, that usually indicates that a person is in deep thought or not
listening.

4. See if they're mirroring you. If someone mimics your body language this is a very genuine sign
that they are trying to establish rapport with you. Try changing your body position here and there. If
you find that they change theirs similarly, they are mirroring.

5.Check their arms.

 People with crossed arms are closing themselves to social influence. Though some people just
cross their arms as a habit, it may indicate that the person is (slightly) reserved, uncomfortable with
their appearance (self conscious and trying to cover it), or just trying to hide something on their shirt.
If their arms are crossed while their feet are shoulder width or wider apart, this is a position of
toughness or authority.
 If they are rubbing their hands together or somehow touching their own body, they might be
comforting themselves (which means they aren't enjoying the current situation).
 If someone rests their arms behind their neck or head, they are open to what is being discussed or
just laid back in general.
 If their hands are on their hips, they might be waiting, impatient or just tired.
 If their hands are closed or clenched, they may be irritated, angry, or nervous.

6. Be aware of nervous gestures:

 If someone brushes their hair back with their fingers, this may be preening, a common gesture if the
person likes you, or their thoughts about something conflict with yours. They might not voice this. If
you see raised eyebrows during this time, you can be pretty sure that they disagree with you.
 If the person wears glasses, and is constantly pushing them up onto their nose again, with a slight
frown, that may also indicate they disagree with what you are saying. Look to make sure they push
up their glasses with an intent, not casually adjusting them. Look for pushing on the rim with two
fingers, or an extra motion of wiggling the side of their glasses. The frown or raised eyebrows should
tip you off. (Note: A frown may also indicate eyestrain, and constant re-adjusting of glasses could be
the result of an improper fit. The distinguishing feature is whether they are looking directly at you
while doing it.)
 Lowered eyebrows and squinted eyes illustrate an attempt at understanding what is being said or
going on. It's usually skeptical. This is presuming they are not trying to observe something that's far
away.

7.Watch their feet:

 A fast tapping, shifting of weight, laughing, or movement of the foot will most often mean that the
person is impatient, excited, nervous, scared, or intimidated.
o The meaning of feet tapping can usually be discerned depending on the context; if you are currently
talking and they are tapping their feet, that is an indication of a desire to leave (though usually this
behavior manifests when the person is anxious to get somewhere specific, such as a meeting, rather
than because of what you're doing specifically). Slow shuffling indicates boredom with the current
situation. If during flirtation your legs/feet touch, tapping can generally be interpreted as nervous
excitement. This is because if they were uncomfortable, they would discreetly move away from the
contact, a much more subtle escape than indirectly trying to tell you to move away.
…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 60

o Note though that some people with ADHD will constantly jiggle their legs. It doesn't mean anything,
it's entirely subconscious and, while eccentric, it is difficult to stop. Some people also do it out of
habit.
 If the person is sitting, feet crossed at the ankles means they're generally at ease.
 If while standing, a person seems to always keep their feet very close together, it probably means
they are trying to be "proper" in some way. Sometimes feet together means that they are feeling
more submissive or passive.
 If they purposely touch their feet to yours, they are flirting!
 Some people may point their feet to the direction of where they want to go or sometimes their
interest. So if it's pointing at you, he/she may be interested in you.

Business etiquette - Definition

Expected behaviors and expectations for individual actions within society, group, or class. Within
a place of business, it involves treating coworkers and employer with respect and courtesy in a way
that creates a pleasant work environment for everyone.

Etiquette can help businesses improve the following areas:

 Branding. Everything we do reflect on our company and our products. By acting professionally,
we

send the message that our business is credible and trustworthy. Personalized care may very well be

your edge against the competition.

 Customer Care. The best way to show customers that their patronage is valued is to treat them
with

respect and consideration. This in turn can inspire customer loyalty and positive feedback.

 Employee Engagement. Good manners help improve employee/ team morale and confidence.

 Team Synergy. Good manners help establish smooth working relationships within a team, which

contributes to greater productivity.

Time Management Definition:

Generally, time management refers to the development of processes and tools that increase efficiency
and productivity.

…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 61

In business, time management has morphed into everything from methodologies such as Enterprise
Resource Planning through consultant services such as Professional Organizers.

When we think of time management, however, we tend to think of personal time management, loosely
defined as managing our time to waste less time on doing the things we have to do so we have more
time to do the things we want to do.

Therefore, time management is often thought of or presented as a set of time management skills; the
theory is that once we master the time management skills, we'll be more organized, efficient, and
happier.

Personal time management skills include:

 goal setting;
 planning;
 prioritizing;
 decision-making;
 delegating;
 scheduling.

6 Tips to Improve Your Time Management Skills

By DONNA M. WHITE, LMHC, CACP

When you learn and maintain good time management skills, you’ll find freedom from
deadline pressure and from stress in general. You’ll be more productive, procrastinate less,
and have more time to relax, which helps further decrease stress and anxiety.

Time management skills are like shoes or a good pair of jeans — you may have to try
several pair before you find just the right fit. They’re different for each person and you have
to find what works best for you. Below are a few that work for me which you may want to
borrow.

1. Make a list.The thing about making lists is that you actually have to use them. You
may want to set reminders on your phone and computer.Lists really do work if you
use them. One of the most important things is to make sure your list feels
attainable. No one wants a 30-item to-do list and have to, at the end of the day, look
at the 20 items that didn’t get done. Prioritize yours and others’ needs and plan
accordingly. You might even want to make three lists — personal, home and work.
2. Set deadlines. Again, there is no point in setting deadlines if you make executive
decisions to always push them back. Set a deadline and try your best to stick to it.
Set your deadline a few days before the task absolutely has to be done. This allows
for the possibility that other things will get in the way, but also allow for you still to
get the task done.

…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 62

3. Stop multi-tasking. Multitaskers often seem to think they get more accomplished,
but it’s not always the most productive or efficient route. Let’s face it, our minds
work better when we are truly able to focus and concentrate on one thing.
4. Delegate responsibilities. For those of us who like to be in control the very
thought of this is likely to provoke a bit of anxiety. The truth of the matter is that no
matter how good we are, we can’t do everything. Sometimes we take on more than
we can handle. Delegation is not a sign of weakness, but a sign of intelligence. Find
competent, reliable people and share some of the responsibilities. It will allow you to
be less stressed and more productive.
5. Use your downtime. This tip requires some balance. Using all of your downtime for
planning and prioritizing is bad and can lead to increased stress and burnout.
However, if you find yourself sitting in early morning traffic, this may be a good time
to start prioritizing your day or making plans for dinner. If you’re waiting in the
doctor’s office, this may be a good time to write the grocery list. (Just don’t forget
it.) If you have opportunities like these make the best of them, but also remember to
use them for relaxation as needed.
6. Reward yourself.When you accomplish something, celebrate it! How you celebrate
is up to you. My word of advice is to keep whatever you choose to do healthy, make
sure it’s something you really enjoy, don’t do it in excess, and don’t let it cause you
to get further behind.Time management skills are an essential part of making your
day just a little easier. Find what works for you and stick to it.

Te n a p p l i c a t i o n s o f t i m e m a n a g e m e n t f o r t h e w o r k p l a c e

Developing time management skills in the workplace is a journey

that may begin with this Guide,
but needs practice and other guidance along the way.

One strategy in building an effective time management in the workplace is to help yourself
become aware of how you use your time
as one resource in organizing, prioritizing, and succeeding with this larger perspective of
competing activities of friends, work, family, etc.

First: try our exercise in time management:

How do you spend your time each day?
Strategies on using time:
These applications of time management may assist you in developing good work habits.
As we go through each strategy, jot down an idea of what each will look like for you:
Blocks of time and breaks
As your work day begins and your schedule/calendar is set, develop and plan for, blocks of project
time in a typical week. Blocks ideally are around 50 minutes, but perhaps you become restless after
only 30 minutes? Some difficult material may require more frequent breaks. Shorten your blocks if
necessary—but don’t forget to return to the task at hand! What you do during your break should
give you an opportunity to have a snack, relax, or otherwise refresh or re-energize yourself. For

…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 63

example, place blocks of time during your day when you are most productive: are you more likely
to have heightened focus early or late in your workday?
Jot down one ideal time block. How long is it? What makes for a good break for you? Can you
control the activity? Can you schedule meetings around it?
Minimize distractions under your control
Where possible, control over your immediate work environment
can be crucial, effective and productive.
Clutter: A cluttered office can increase stress and be the result of delayed decision making.
Determine a place free from distraction (no cell phone or text messaging!) where you can
maximize your concentration and be free of the distractions that friends or hobbies can bring!
You should also have a back-up space that you can escape to, like a library, departmental study
center, even a coffee shop where you can be anonymous. A change of venue may also bring extra
resources.
What is the best work space you can think of? What is another?
Weekly reviews
Weekly reviews and updates are also an important strategy. Each week, review your assignments,
your notes, your calendar. Be mindful that as deadlines approach, your weekly routine must adapt
to them!
What is the best time in a week you can review?

Prioritize your assignments

When beginning your workday, get in the habit of starting with the most difficult subject or task.
You’ll be fresh, and have more energy to take them on when you are at your best. Colleagues, clients
and customers (even bosses!) are also less likely to interrupt you at the beginning of your workday.
For more challenging projects, try to be flexible: for example, build in “reaction time” when you
can get feedback on assignments before they are due.
What topic or procedure has always caused you problems?
Achieve “stage one”--get something done!
The Chinese adage of the longest journey starting with a single step has a couple of meanings: First,
you launch the project! Second, by starting, you may realize that there are some things you have not
planned for in your process.
Details of an assignment are not always evident until you begin the assignment.
Another adage is that “perfection is the enemy of good”, especially when it prevents you from
starting! Given that you build in review, roughly draft your idea and get going!
You will have time to edit and develop later.
What is a first step you can identify for an assignment to get yourself started?
Postpone unnecessary activities until the work is done!
Postpone tasks or routines that can be put off until a project stage is finished!
This can be the most difficult challenge of time management.
Learn to say “later”…
As workers we always meet unexpected opportunities that look appealing, then result in poor
…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 64

performance on a test, on a paper, or in preparation for a task. Distracting activities will be more
enjoyable later without the pressure of a deadline, meeting, or review, etc. hanging over your
head. Think in terms of pride of accomplishment. Instead of saying “no” learn to say “later”.
What is one distraction that interferes with your work flow? How can you effectively manage it?
Distractions:
If possible and permitted, minimize external distractions and improve concentration by
relocating to an empty meeting room, closing a door, using headsets, ignoring in-coming
telephone calls and email, etc. In your workspace, if colleagues interrupt, deal with the matter
courteously and efficiently and excuse yourself to return to your task at hand. If in a meeting, it is
crucial and respectful to stop any extraneous computing, reading, emailing, etc.
Identify resources to help you
Are there colleagues with special expertise?
How experienced is your supervisor?
What does the Internet provide? Are there specialists in the library that can point you to
resources? What about professionals and professional organizations. Using outside resources can
save you time and energy, and solve problems.
Write down three examples for that difficult subject above?
Be as specific as possible.
Use your “free time” wisely
Think of times when you can accomplish "bits" as when going to a meeting, waiting on an associate,
etc. Perhaps you've got notes to review? But before you test drive the latest iPhone recorder app at
work, there are 4 things you should remember:
1. You Could Be Fired.
If you are caught you could be terminated, and there will likely be little an attorney can do for
you. Texas is an employment-at-will state. There are exceptions of course, but the bottom
line is you need to balance the potential reward against a very real risk.
2. You Are Being Recorded.
You would be surprised how many times employees' workplace recordings hurt their case
because of what they say on the recording. And here’s the kicker, you can’t just decide it
didn’t help and delete it, which leads to tip #3.
3. Don’t Delete Any Part Of The Recording.
If you delete any part of the recording or attempt to edit it, the recording might never be
admitted into evidence in the case, and worse, you will subject yourself to a spoliation of
evidence charge, meaning the jury may be instructed they can presume what you deleted
hurt your case and that is why you deleted it. That’s not something you want the judge
instructing the jury.
4. Record What People Will Likely Deny Later.
If it’s a sexual harassment case, record the harasser making inappropriate sexual remarks or
others admitting they were sexually harassed by the same harasser. If it’s a discrimination
case, record the discriminatory remarks made by your supervisor. Record termination
meetings. But remember what you record that doesn’t help you will often be used against
you.If you are walking or biking to work, when best to listen? Perhaps you are in a line
waiting? Perfect for routine tasks like flash cards, or if you can concentrate, to read or review
a chapter. The bottom line is to put your time to good use.
…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 65

What is one example of applying free time to your studies?

Review notes and readings just before meetings
This may prompt a question or two about something you don’t quite understand, to ask about, or
after. It also demonstrates that you are interested and have prepared.
How would you make time to review?
Is there free time you can use?
Review meeting notes just after
The first 24 hours are critical. Forgetting is greatest within 24 hours without review!
How would you do this?
Is there free time you can use?
Review your ten applications above.
Select one, and develop a new work habit.
Try something you have a good chance of following through and accomplishing. Nothing succeeds
like a first successful try!
Develop criteria for adjusting your schedule
to meet both your academic and non-academic needs
Effective aids:
Create a simple "To Do" list
This simple program will help you identify a few items, the reason for doing them, a timeline for
getting them done, and then printing this simple list and posting it for reminders.
Daily/weekly planner
Write down appointments, meetings and deadlines on a chronological log book or chart.
If you are more visual, sketch out your schedule
First thing in the morning, check what's ahead for the day
always go to sleep knowing you're prepared for tomorrow

Long term planner

Use a monthly chart so that you can plan ahead.

Long term planners will also serve as a reminder to constructively plan time for yourself
Utilizing these tips can be the foundation of time management.
Many managers also find this resource scheduling software
a useful tool in guiding their team toward a successful conclusion.

…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 66

10 Tips for Time Management in the Workplace

Are you having difficulties managing your time at work? Here are a few quick suggestions for
boosting your productivity and improving time management in the workplace:

Question Yourself

It’s easy to get caught up in mundane “busy” work that distracts you from more important projects.
Always ask, “Is this the best possible use of my time at this exact minute?” If not, stop what you’re
doing and direct your efforts toward another activity that is going to give you a bigger payoff.

Shut Your Door

If you find it hard to get your work done because of drop-in visitors, don’t be shy about shutting
your door to discourage interruptions. Of course, you don’t want to lock people out all day long, but
this is a particularly useful technique when you really need to concentrate for just an hour or two.

Tame Your Technology

Do you find your entire day eaten up by phone calls and emails? You may think that you’re being
efficient by responding the second a new communication comes in but many times, the reverse is
true. Send your calls to voice mail and turn off your email notification. Then check your messages
once in the morning, once after lunch, and once more before you leave the office. You’ll be able to
respond to important issues as they come up, and still have time to get some actual work done!

Clear The Clutter

Some people have a hard time staying focused because the piles and stacks distract them from the
task at hand. Clear the clutter off of your desk and other visible surfaces, then only have out what
you are currently working on. That way, your eye (and your attention) won’t be drawn away as
easily.

Write It Down

If your mind can’t seem to settle down, and you keep thinking of the million OTHER things that you
have to do, keep a pad of paper on your desk and write down each of these to-do’s as they occur to
you. Emptying them out of your head will allow you to stay focused on the task at hand, without
fear of forgetting something important.

Organize Paper To-Do’s

Rather than simply piling all of your paperwork into a single “in-box” tray, consider setting up a
series of action files in a rack or box on your desk with one for each type of to-do. You might have a
folder for “to file,” one for “to read,” one for “to contact” or whatever makes sense for your job.

…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 67

When you receive a new stack of paper, take a second to sort it into the appropriate files, according
to the next step you need to take with each item.

Schedule It

A lot of folks are great about creating to-do lists, but never seem to get around to marking any of the
items off! If you face this sort of challenge, try actually scheduling each to-do on your calendar.
Commit a chunk of time on a specific day to each item on your list and you will be amazed at how
quickly you get it all done.

30 Seconds Or Less

Not all to-do’s are created equal nor do they all take the same amount of time. Some items can be
completed very quickly (like bookmarking a website, filing a business card in your Rolodex, or
entering an important number in your cell phone). When a to-do crosses your desk, ask if it can be
completed in 30 seconds or less. If so, just go ahead, do it, and get it over with -- just one less thing
to have to worry about later!

Sometimes, It’S Okay To Procrastinate

This one is a corollary to the previous rule. It’s not always the best use of your time for you to tackle
a to-do right when it comes in. Let routine items that have no set deadline and that take a bit longer
pile up (in a folder, not in a stack) for a few days, then tackle the whole batch at once.

Consolidate Routine Actions

Hopping back and forth from one activity to another is a big time-waster. If you file a piece of paper
then make a call then send an email then file another piece of paper, your brain has to switch gears
at each step. Instead try to complete all of one type of to-do before moving on to the next task. Make
all of your calls, do all of your filing, and then send all of your emails. You’ll find that you move
faster and get more done in a shorter amount of time when you’re in a groove!

These may seem like simple tasks but combined they add up to a great improvement in efficiency
and time management in the workplace.

By: Ramona Creel, Professional Organizer

Stress management

Definitions

Stress management is the amelioration of stress and especially chronic stress often for the purpose
of improving everyday functioning.

…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 68

Among the many stressors mentioned by employees, these are the most common:

 The way employees are treated by their bosses/supervisors or company

 Lack of job security
 Company policies
 Coworkers who don't do their fair share
 Unclear expectations
 Poor communication
 Not enough control over assignments
 Inadequate pay or benefits
 Urgent deadlines
 Too much work
 Long Hours
 Uncomfortable physical conditions
 Relationship conflicts
 Coworkers making careless mistakes
 Dealing with rude customers
 Lack of cooperation
 How the company treats coworkers[5]

Stress at Work - Tips to Reduce and Manage Job and Workplace Stress

While some workplace stress is normal, excessive stress can interfere with your productivity and
impact your physical and emotional health. And your ability to deal with it can mean the difference
between success or failure. You can’t control everything in your work environment, but that doesn’t
mean you’re powerless—even when you’re stuck in a difficult situation. Finding ways to manage
workplace stress isn’t about making huge changes or rethinking career ambitions, but rather about
focusing on the one thing that’s always within your control: you.

Coping with work stress in today’s uncertain climate

For workers everywhere, the troubled economy may feel like an emotional roller coaster. "Layoffs"
and "budget cuts" have become bywords in the workplace, and the result is increased fear,
uncertainty, and higher levels of stress. Since job and workplace stress increase in times of
economic crisis, it’s important to learn new and better ways of coping with the pressure.

Your emotions are contagious, and stress has an impact on the quality of your interactions with
others. The better you are at managing your own stress, the more you'll positively affect those
around you, and the less other people's stress will negatively affect you.

…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 69

You can learn how to manage job stress

There are a variety of steps you can take to reduce both your overall stress levels and the stress you
find on the job and in the workplace. These include:

 Taking responsibility for improving your physical and emotional well-being.

 Avoiding pitfalls by identifying knee jerk habits and negative attitudes that add to the
stress you experience at work.
 Learning better communication skills to ease and improve your relationships with
management and coworkers.
Tip 1: Recognize warning signs of excessive stress at work
When you feel overwhelmed at work, you lose confidence and may become irritable or withdrawn.
This can make you less productive and less effective in your job, and make the work seem less
rewarding. If you ignore the warning signs of work stress, they can lead to bigger problems. Beyond
interfering with job performance and satisfaction, chronic or intense stress can also lead to physical
and emotional health problems.

Signs and symptoms of excessive job and workplace stress

 Feeling anxious, irritable, or depressed  Muscle tension or headaches

 Apathy, loss of interest in work  Stomach problems
 Problems sleeping  Social withdrawal
 Fatigue  Loss of sex drive
Trouble concentrating
  Using alcohol or drugs to cope
Common causes of excessive workplace stress

 Fear of being laid off

 More overtime due to staff cutbacks
 Pressure to perform to meet rising expectations but with no increase in job satisfaction
 Pressure to work at optimum levels—all the time!

Tip 2: Reduce job stress by taking care of yourself

When stress at work interferes with your ability to perform in your job, manage your personal life,
or adversely impacts your health, it’s time to take action. Start by paying attention to your physical
and emotional health. When your own needs are taken care of, you’re stronger and more resilient
to stress. The better you feel, the better equipped you’ll be to manage work stress without
becoming overwhelmed.

Taking care of yourself doesn’t require a total lifestyle overhaul. Even small things can lift your
mood, increase your energy, and make you feel like you’re back in the driver’s seat. Take things one
…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 70

step at a time, and as you make more positive lifestyle choices, you’ll soon notice a reduction in
your stress levels, both at home and at work.

Get moving
Regular exercise is a powerful stress reliever—even though it may be the last thing you feel like
doing. Aerobic exercise—activity that raises your heart rate and makes you sweat—is a hugely
effective way to lift your mood, increase energy, sharpen focus, and relax both the mind and
body. For maximum stress relief, try to get at least 30 minutes of heart-pounding activity on most
days. If it’s easier to fit into your schedule, break up the activity into two or three shorter segments.

Make food choices that keep you going

Low blood sugar can make you feel anxious and irritable, while eating too much can make you
lethargic.Healthy eating can help you get through stressful work days. By eating small but frequent
meals, you can help your body maintain an even level of blood sugar, keep your energy up, stay
focused, and avoid mood swings.

Drink alcohol in moderation and avoid nicotine

Alcohol temporarily reduces anxiety and worry, but too much can cause anxiety as it wears off.
Drinking to relieve job stress may also eventually lead to alcohol abuse and dependence. Similarly,
smoking when you're feeling stressed and overwhelmed may seem calming, but nicotine is a
powerful stimulant – leading to higher, not lower, levels of anxiety.

Get enough sleep

Not only can stress and worry can cause insomnia, but a lack of sleep can leave you vulnerable to
even more stress. When you're well-rested, it's much easier to keep your emotional balance, a key
factor in coping with job and workplace stress. Try to improve the quality of your sleep by keeping
a sleep schedule and aiming for 8 hours a night.

Tip 3: Reduce job stress by prioritizing and organizing

When job and workplace stress threatens to overwhelm you, there are simple steps you can take to
regain control over yourself and the situation. Your newfound ability to maintain a sense of self-
control in stressful situations will often be well-received by coworkers, managers, and subordinates
alike, which can lead to better relationships at work. Here are some suggestions for reducing job
stress by prioritizing and organizing your responsibilities.

Time management tips for reducing job stress

 Create a balanced schedule. Analyze your schedule, responsibilities, and daily tasks. All
work and no play is a recipe for burnout. Try to find a balance between work and family life,
social activities and solitary pursuits, daily responsibilities and downtime.
 Don’t over-commit yourself. Avoid scheduling things back-to-back or trying to fit too much
into one day. All too often, we underestimate how long things will take. If you've got too

…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 71

much on your plate, distinguish between the "shoulds" and the "musts." Drop tasks that
aren't truly necessary to the bottom of the list or eliminate them entirely.
 Try to leave earlier in the morning. Even 10-15 minutes can make the difference between
frantically rushing to your desk and having time to ease into your day. Don’t add to your
stress levels by running late.
 Plan regular breaks. Make sure to take short breaks throughout the day to take a walk or
sit back and clear your mind. Also try to get away from your desk or work station for lunch.
Stepping away from work to briefly relax and recharge will help you be more, not less,
productive.

Task management tips for reducing job stress

 Prioritize tasks. Make a list of tasks you have to do, and tackle them in order of importance.
Do the high-priority items first. If you have something particularly unpleasant to do, get it
over with early. The rest of your day will be more pleasant as a result.
 Break projects into small steps. If a large project seems overwhelming, make a step-by-
step plan. Focus on one manageable step at a time, rather than taking on everything at once.
 Delegate responsibility. You don’t have to do it all yourself. If other people can take care of
the task, why not let them? Let go of the desire to control or oversee every little step. You’ll
be letting go of unnecessary stress in the process.
 Be willing to compromise. When you ask someone to contribute differently to a task, revise
a deadline, or change their behavior at work, be willing to do the same. Sometimes, if you can
both bend a little, you’ll be able to find a happy middle ground that reduces the stress levels
for everyone concerned.
Tip 4: Reduce job stress by improving emotional intelligence

Even if you’re in a job where the environment has grown increasingly stressful, you can retain a
large measure of self-control and self-confidence by understanding and practicing emotional
intelligence. Emotional intelligence is the ability to manage and use your emotions in positive and
constructive ways. When it comes to satisfaction and success at work, emotional intelligence
matters just as much as intellectual ability. Emotional intelligence is about communicating with
others in ways that draw people to you, overcome differences, repair wounded feelings, and defuse
tension and stress.

Emotional intelligence in the workplace:

Emotional intelligence in the workplace has four major components:
…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 72

 Self-awareness – The ability to recognize your emotions and their impact while using gut
feelings to guide your decisions.
 Self-management – The ability to control your emotions and behavior and adapt to
changing circumstances.
 Social awareness – The ability to sense, understand, and react to other's emotions and feel
comfortable socially.
 Relationship management – The ability to inspire, influence, and connect to others and
manage conflict.

The five key skills of emotional intelligence

There are five key skills that you need to master in order to raise your emotional intelligence and
manage stress at work.

 Realize when you’re stressed, recognize your particular stress response, and become
familiar with sensual cues that can rapidly calm and energize you. The best way to reduce
stress quickly is through the senses: through sight, sound, smell, taste, and touch. But each
person responds differently to sensory input, so you need to find things that are soothing to
you.
 Stay connected to your internal emotional experience so you can appropriately manage
your own emotions. Your moment-to-moment emotions influence your thoughts and
actions, so pay attention to your feelings and factor them into your decision making at work.
If you ignore your emotions you won’t be able to fully understand your own motivations and
needs, or to communicate effectively with others.
 Recognize and effectively use nonverbal cues and body language. In many cases, what
we say is less important than how we say it or the other nonverbal signals we send out, such
as eye contact, facial expression, tone of voice, posture, gesture and touch. Your nonverbal
messages can either produce a sense of interest, trust, and desire for connection–or they can
generate confusion, distrust, and stress. You also need to be able to accurately read and
respond to the nonverbal cues that other people send you at work.
 Develop the capacity to meet challenges with humor. There is no better stress buster
than a hearty laugh and nothing reduces stress quicker in the workplace than mutually
shared humor. But, if the laugh is at someone else’s expense, you may end up with more
rather than less stress.

…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 73

 Resolve conflict positively. Resolving conflict in healthy, constructive ways can strengthen
trust between people and relieve workplace stress and tension. When handling emotionally-
charged situations, stay focused in the present by disregarding old hurts and resentments,
connect with your emotions, and hear both the words and the nonverbal cues being used. If a
conflict can’t be resolved, choose to end the argument, even if you still disagree.
Tip 5: Reduce job stress by breaking bad habits
As you learn to manage your job stress and improve your work relationships, you’ll have more
control over your ability to think clearly and act appropriately. You will be able to break habits that
add to your stress at work – and you’ll even be able to change negative ways of thinking about
things that only add to your stress.

Eliminate self-defeating behaviors

Many of us make job stress worse with negative thoughts and behavior. If you can turn around
these self-defeating habits, you’ll find employer-imposed stress easier to handle.

 Resist perfectionism. No project, situation, or decision is ever perfect, so trying to attain

perfection on everything will simply add unnecessary stress to your day. When you set
unrealistic goals for yourself or try to do too much, you’re setting yourself up to fall short.
Aim to do your best, no one can ask for more than that.
 Clean up your act. If you’re always running late, set your clocks and watches fast and give
yourself extra time. If your desk is a mess, file and throw away the clutter; just knowing
where everything is saves time and cuts stress. Make to-do lists and cross off items as you
accomplish them. Plan your day and stick to the schedule—you’ll feel less overwhelmed.
 Flip your negative thinking. If you see the downside of every situation and interaction,
you’ll find yourself drained of energy and motivation. Try to think positively about your
work, avoid negative-thinking co-workers, and pat yourself on the back about small
accomplishments, even if no one else does.
 Don’t try to control the uncontrollable. Many things at work are beyond our control—
particularly the behavior of other people. Rather than stressing out over them, focus on the
things you can control such as the way you choose to react to problems.
Four Ways to Dispel Stress

 Take time away. When stress is mounting at work, try to take a quick break and move away
from the stressful situation. Take a stroll outside the workplace if possible, or spend a few
minutes meditating in the break room. Physical movement or finding a quiet place to regain
your balance can quickly reduce stress.
…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 74

 Talk it over with someone. In some situations, simply sharing your thoughts and feelings
with someone you trust can help reduce stress. Talking over a problem with someone who is
both supportive and empathetic can be a great way to let off steam and relieve stress.
 Connect with others at work. Developing friendships with some of your co-workers can help
buffer you from the negative effects of stress. Remember to listen to them and offer support
when they are in need as well.
 Look for humor in the situation. When used appropriately, humor is a great way to relieve
stress in the workplace. When you or those around you start taking things too seriously, find a
way to lighten the mood by sharing a joke or funny story.
Tip 6: Learn how managers or employers can reduce job stress
It's in a manager's best interest to keep stress levels in the workplace to a minimum. Managers can
act as positive role models, especially in times of high stress, by following the tips outlined in this
article. If a respected manager can remain calm in stressful work situations, it is much easier for his
or her employees to also remain calm.

Additionally, there are a number of organizational changes that managers and employers can make
to reduce workplace stress. These include:

Improve communication

 Share information with employees to reduce uncertainty about their jobs and futures.
 Clearly define employees’ roles and responsibilities.
 Make communication friendly and efficient, not mean-spirited or petty.

Consult your employees

 Give workers opportunities to participate in decisions that affect their jobs.

 Consult employees about scheduling and work rules.
 Be sure the workload is suitable to employees’ abilities and resources; avoid unrealistic
deadlines.
 Show that individual workers are valued.
 Offer rewards and incentives.
 Praise good work performance, both verbally and officially, through schemes such as
Employee of the Month.
 Provide opportunities for career development.
 Promote an “entrepreneurial” work climate that gives employees more control over their
work.
…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 75

Cultivate a friendly social climate

 Provide opportunities for social interaction among employees.

 Establish a zero-tolerance policy for harassment.
 Make management actions consistent with organizational values.

Sources of Stress

Preventing Burnout – When you’re burned out problems often seem insurmountable, but these
tips and coping strategies can help you recover.

Stress Management – Manage stress by learning how to take charge of your thoughts, emotions,
environment, and the way you deal with problems.

Stress Relief in the Moment – Identify your own stress responses and learn how to quickly and
effectively reduce stress in the middle of any challenging situation.

Job Loss & Unemployment Stress – Find tips for staying positive during your job search and
maintaining your spirits in tough times.
Career Help

Finding the Right Career – Discover how to find a career that fits your skills and interests, find the
courage to make a change, and overcome obstacles to career happiness.

Effective Communication – Learn communication skills that will help improve teamwork,
promote creativity and problem solving, and resolve conflicts at work.

Job Networking Tips – Networking is the best way to find a job and get career advice. While it may
sound intimidating, it can actually be enjoyable—even if you’re shy or feel like you don’t know
…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 76

many people.

Interviewing Techniques & Tips – Do you feel uncomfortable selling yourself or fielding
unexpected questions? Learn how to present yourself effectively to potential employers.

Emotional Self-Help Toolkit

If you have been battling stress for a long time and already devote time to exercise and relaxation,
you might want to take advantage of Helpguide's free Bring Your Life Into Balance Emotional
Self-Help Toolkit. This resource teaches skills for managing overwhelming stress and emotions.

Authors: Jeanne Segal, Ph.D., Melinda Smith, M.A., Lawrence Robinson, and Robert Segal, M.A.
Last updated: August 2013.

What is Mannerism?

A mannerism is a behavior or habit that a person keeps on doing without even thinking about it. For
example, a girl keeps on brushing her hair with her fingers without even realizing that she keeps on
doing it.

Why are Manners Important?

Well if you were to ask my 9 year old son why manners are important he would tell you that they
are not important at all and you will never have to use them. If you are asking a civilized person
they would tell you that manners are important because you need to show people respect and then
you will get respect back. Manners help the world go round smoothly!

How to Practice Business Etiquette & Manners

Office Etiquette

 1 .Be conscious about the volume of your voice when talking on the phone. Many people tend to
raise their voice when in conversation, which can be annoying and off-putting for their colleagues.
There is no need to talk louder than your normal speaking volume.
…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 77

 2. Do not use company email, telephone or fax for personal use. Apart from being bad manners, it
can get you into trouble if inappropriate material is sent or received

 3. Refrain from gossiping about colleagues. If some news is heard that has the potential to
damage business relationships, such as malicious rumors, speak to your manager.
 4. Do not spray yourself with cologne or perfume so much that it is overpowering. This will
bother co-workers and colleagues.
 5. Do not eat foods with strong smells. The smell of fish, curry or garlic can easily permeate
throughout the entire office, causing frustration and annoyance. Refrain from openly eating
excessive amounts of meat in front of a vegetarian; this may cause offense.

 6. Keep your workspace tidy and clean, and free from any trip hazards, such as files on the floor.
Keep personal items to a minimum, to avoid obstructing your work area.

 7. Return borrowed items, such as stationery, in a clean and working condition, and do not
abandon any jammed equipment such as photocopiers or printers.

 8. Clean up after yourself in kitchens and restrooms, and report any blockages or breakages to
the correct attendant.

Manners in Meetings

 9. Always arrive on time for meetings and appointments; never arrive late. You should also refrain
from arriving earlier than five minutes before the beginning of the meeting, as this may disrupt the
preparation of the person you are meeting.
 10. Greet other attendees with a firm handshake and good eye contact.

 11. Ask your clients and visitors if they would like a drink upon arrival, to help them feel settled and
comfortable.

 12. Create an agenda for the meeting to give it structure and direction, and issue this to all
attendants no later than two days before the meeting, to allow others to prepare.

 13. Invite people to meetings who will benefit from what is discussed. Avoid inviting too many
managers, or those who are not directly related to the content of the meeting.

…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 78

UNIT V
Selling Self / Job Hunting

Job hunting : Meaning

Job hunting, job seeking, or job searching is the act of looking foremployment, due
to unemployment or discontent with a current position. The immediate goal of job seeking is usually to
obtain a job interview with an employer which may lead to gettinghired. The job hunter or seeker typically
first looks for job vacancies or employment opportunities.

Common methods of job hunting are:

 Finding a job through a friend or an extended business network, personal network, or online social
network service
 Using an employment website
 Job listing search engines.[1]
 Looking through the classifieds in newspapers
 Using a private or public employment agency or recruiter
 Looking on a company's web site for open jobs, typically in its applicant tracking system
 Going to a job fair
 Using professional guidance such as outplacement services that give training in writing a résumé,
applying for jobs and how to be successful at interview.

What’s the difference between a Resume and a Curriculum Vitae (CV) – Resume versus CV?
This depends on where you are living and what you do for a living. There are as many explanations
as there are different ways to use a CV or Resume. There are although some simple rules in the
discussion about a Resume versus a CV. Below we will try to enlighten you and give you an insight
in the biggest differences.

Differences from Geographical point of view

If you are living in Europe including the United Kingdom, you will be able to use the terms CV and
Resume rather interchangeably. There is little difference between them for people living in EU/UK.
Although CV is more used than Resume here. If you live in the United States, the differences
between a Resume and a CV can be big; you could say that a CV in a way is a special type of Resume.
In North America, most professionals in the business world would always have a Resume, being a
two pager, consisting of the most important information about you and your expertise. If you are
working in more specialized areas like highly academic jobs within for instance research, medicine
or similar, you would probably know a CV as a presentation of everything that you have done in
your career including, all work experience, all educations, diplomas, honours, project you worked

…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 79

on and concepts created in your work. A CV will be a substantial longer document with all this
information.

Differences in the Length of a CV / Resume

There are off course more specific differences then how many pages a CV/Resume would consist
off. Depending on if you have for instance listings of scholarly accomplishments, publications
(academic or business), articles this would be considered a CV. On the other hand more business
achievements, skill, and credentials would be part of a Resume. A basic guideline for a North
American Resume would be a 1-2 page document consisting of the most important information,
trying to sell you to potential employer. A North American CV, as used mostly for academic
positions, will contain a substantial amount of information about everything that you have done,
and all educations you have, and typically consist of several pages. Instead of a Resume which is the
major accomplishments you have done the CV will have all the relevant and mandatory
achievements and credentials. In EU/UK, CVs can be very short or extremely long, depending on
what you want to achieve and what you want to share. It is mostly depending on what position you
are applying for.

It is rather confusing what to do

It can be confusing what to do, but instead of just trying to do the right thing, consider sending an
email to the employer and simply ask for what level of details they are asking for and offer them
further details on request. The only thing that can happen is that they will remember your name
and this might give you an opportunity to be seen as professional because you asked what they
were looking for – an interview opportunity might not be as far away as it was if you had not asked
or if you had made the wrong assumptions and had send your CV/Resume in the wrong format /
level of detail. You should also be aware of the fact that the cover letter or the application will be
seen as you trying to get the employer to read your CV/Resume to see if your competences are the
right ones for the position.

Reference guide to the major differences between a CV and aResume

North America
CV or Curriculum Vitae

 Typically 6-15 pages (can be even bigger)

 Usually used within academic or science
 Complete listing of all achievement and experience
 All elements are thoroughly described
 Must be read thoroughly and not easy to get a simple overview
Resume

 Typically 1-2 pages (max. 3 pages)

 Usually used within business (administration)
 Summary of accomplishments, credentials and achievements
 Highlighting the important elements
 Easy to get an overview

…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 80

Europe
CV or Curriculum Vitae

 Can range from a simple 1-2 pages to as long as necessary

 Can be used in any area of business
 Depending on what job you are applying for it can be detailed or simple
Resume

 Not used in Europe

Main objective
The main objective of a CV or Resume is to give the employer all necessary information for him to
create an overview of the person applying for a job so that he can decide whom to choose for an
interview. If ever in doubt, call the potential employer and ask them what they need then you
already have a “toe” in the door.

Let Comoto help you do it the easy way

Remember that when using Comoto, you can always put all information about yourself and you
work life in there and then just pick the most important for the position at hand. Easy and
convenient create a specific CV / Resume for you. Have multiple CV / Resume ready for you to use
in different application. You can even have them in different languages and different specifications.
When using our CV Templates you can export to these and then make minor adjustments
afterwards, taking the hassle out of making CV / Resumes.

The basic principle of your Resumes is to Tailor make it to the job:

 Be sure to cover the most important job skills, qualifications, and experience in your Resume.
 Be certain that most parts of your Resume relates to the job you apply for.
 Use the same skills, experience, and qualifications description as in the job ad.
 Ensure that your previous experience is clearly and relevant to the job application.
 An Outline of the basics in a Resume is seen below:
 Professional Summary
 The prof. summary is the part where you describe your overall
motivation. Here you should describe that the current job would fit into
your career choice. This is should show the employer that this job is the
next step on your career ladder.
 Skills
 Skills are mostly seen as keywords in a job add; they are
essential criterias that you have to have to fill this position. It is not a
question if you have them all, most people don’t or just barely, but you
must include all the required skills as much as possible. Highlight the
skills where your expertise really supersedes the demands highlighted
and mention the rest.
 Work Experience
…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 81

 Your former work experience needs particular care and you should try to
reuse some of the skills or goals explained in the job ad. Explain you
experience very concise and clear, write the roles and tasks you had. Be
sure to use the same wordings as in the requirements for this job.
 Use several examples, and where it is possible show how your skills
where developed and refined through your previous work experience.
Make it extremely clear that you have gained extra expertise through
your previous experience.
 Achieved goals
 Goals that you have achieved on top of your work experience for each job
description are extremely positive, it shows that you aim for the goals the
employer puts up and that you are dedicated to the relevant tasks. Try to
use examples that are related to the new job application if possible.
 Educations / Qualifications
 A lot of job ads describe a certain set of required qualifications. You
should try to provide qualifications that meet these requirements.
Sometimes you have similar qualifications, try to convince them that they
are good enough. Either do it by email beforehand so that you are sure
that your qualifications are good enough. This also gives you the
opportunity to have a talk with the employer before you send your
Resume.
 Your qualifications need to be direct and to the point, and if the employer
describes them very details, you do the same. Make it look like you’re
obviously qualified and the best choice for the job.
 As described above it is not that hard to make your Resume targeted to
the job your applying for. Using Comoto to do this is very easily, you
have the opportunity to have several distinct Resume’s and you can
change them and have as many as you like in your portfolio. You can
even make them online versions, so that you can refer to a link if you talk
with an interesting person.

10 Words to Avoid on Your Resume

10. Capable

Every employer who is looking at your resume will say the same thing: “Of course you’d call
yourself capable. You wouldn’t say that you are incapable of performing a task”. This irritates them.
Why? Because you don’t know for sure that you are, and because you can’t be certain whether you
…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 82

would be capable of performing the work that you are applying to, since all you have to go by is a
simple job description. There is no alternative word that you could use, but efficient is close
enough. It implies that you get the job done. Avoid describing yourself as “effective”.

You may also like:Making Your LinkedIn Profile Attractive to Employers

9. Scalable

This is one of my favorites. Somewhere, in a resume, in an article, in a mere conversation someone

used scalable and now everyone is using it as an adjective that goes with everything. It is difficult to
define, and therefore it is hard to understand its meaning in a certain phrase. There is one thing you
must avoid, and that is to make your resume vague. If your future employer is not sure what you
meant by it, they won’t try to find out. Every word has a synonym, use it.

8. Hard-Working

Hard-working is good. Employers like hard-workers. Do you know what they like better? An
employee that performs. Sometimes you don’t have to be a hard-worker to get the job done,
especially if you’re in an industry where other things are more valuable like creativity (advertising),
or focus (finance). Try and find a synonym that would still imply that you are a hard-worker but in
a way that counts. Or avoid the adjective.

7. Thru

We are not thinking that you’d put “thru” in your resume necessarily. But this represents all the
words in the text that may be misspelled, the dates that may not be correct or something else that is
wrong. We are human, it is normal that we make mistakes, but that is no excuse. Use an online spell
checker to see if you’ve missed a letter, double check your data (including your contact data- e-mail,

…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 83

phone number etc.) and after that, check for grammar and style errors. There and their, affective
and effective, your and you’re may put off your potential employer and cross your name of the list.

6. Problem-solver

This word is not good because there is a certain dose of negativity in it. It implies that there will be
problems and that you will be involved in them (as a problem solver of course). That is hard to
predict and it may result in a tough question on your interview, such as : “Tell us about a specific
problem that occurred and describe how you dealt with it”. Good luck getting out of that one.

5. Creative

Being creative is a good quality, and this is actually a good word to have in your resume, but you
must avoid describing yourself as creative. Try something like “worked alongside creative people”,
“engaged in creative tasks”, etc. This implies that creativity and you are linked in some way and
therefore you must be creative otherwise that wouldn’t be the case.

4. Innovative

Common place words like innovative are often used on resumes. And by everyone. They have lost
their strength and now make potential employers roll their eyes. Words such as: innovative, team
player and results-oriented. There are better ways to say all this. Team player: Having worked in a
team of skillful people. Innovative e.g.: Giving birth to new strategies. Results-oriented: Making sure
that the goals were met, etc. Sometimes it is just best to describe yourself with phrases rather than
words.

3. “Communication skills”

…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 84

What are communication skills? Being able to speak? Being able to speak well? Who judges that?
How do you know that you have excellent communication skills?
Your resume must be different compared to all the others, and yet communication skills is a phrase
that everyone puts in their resume. Once you look at it closely, you even realize that for a number of
jobs, to be great with words is not essential. Especially in finance. And for some positions it is
redundant to say that you have excellent communication skills. If you are a teacher, for example.
Avoid putting this phrase and just concentrate on writing your resume. If well written, it will show
your communication skills.

2. Motivated

This is ok if you say what motivates you-e.g. “Internally motivated” or “Learning and acquiring new
skills motivates me”. “Motivated” alone is vague, and it makes your potential employer wonder why
is it important to you to emphasize that you’re motivated? You may get yet another difficult
question.

1. Skillful

Really? You have skills? Wow, I didn’t notice that by reading your resume. All humor aside, you now
see how redundant this word is, and how it can be interpreted. Instead of saying skillful, try
emphasizing the skills that are clearly seen in your resume.

Now that you’ve read this article, go through your resume and see if you’ve made the same
mistakes as millions of people sending them out . Remove them and try searching for a way to
include those qualities but in a different way. After all, you’re a skillful, creative and a capable
person, aren’t you?

Do you know what happens to most of the resumes you send to the recruiters? How to Make
Your Resume Stand Out From the Crowd

Featured photo credit: Elliott P. via Flickr

…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 85

Assessing Your Skills

What Makes You Different from All the Others?
By Carole Martin, Monster Contributing Writer

Gina had recently been laid off after working as a marketing manager in a high tech company for
the past five years. She was distracted as she walked through the aisles of the supermarket. She was
thinking about ways to market herself into a new job. She stood in front of the cereal selection,
overwhelmed by the number of brands to choose from -- more than 100 varieties.

Suddenly, it dawned on her: This must be what it's like for hiring managers to look at all those
resumes received in answer to ads and postings. How do they choose? What do they look for? How
does one get selected? How can I make my product stand out?

The Packaging

The packaging on the cereal box is certainly the start. Eye-catching colors and descriptive words
will draw attention -- low fat, energy boosting, added vitamins -- all the things consumers are
looking for. But what are employers looking for? The words you choose will be key. Using words
that will interest the companies will grab their attention.

The Ingredients

The list of ingredients -- the skills you have to offer -- is also important. Gina couldn't wait to
get home and write down her skills and what made her unique to the position. She had a new slant
to explore.

She remembered reading in a book that skills can be grouped into three categories:

 Skills learned through past experience and education (knowledge-based skills).

 Skills you bring with you to any job (transferable or portable skills).
 Personal traits, the things that make you who you are.
The Assessment Tool

Gina divided a piece of paper into three columns and labeled them with "previous experience,"
"portable skills" and "personality," the three P's of marketing.

In the "previous experience" column she wrote:

 Marketing knowledge
 Communications skills
 Vendor management
 Press and industry relations
 Web channel marketing
 Product development
 Computer skills
Under "portable skills" she wrote:

…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 86

 Customer focus
 Communications
 Writing skills
 Very organized
 Good at coordinating
 Team leader
 Problem solving
 Project management
 Excellent follow-through
 Good with budgets and numbers
 Time management
In the "personality column" she wrote:

 Self-starter
 Independent
 Friendly
 Well-organized
 Quick learner
 Good judgment
 Good attitude
 Creative
 Analytical
 Flexible
 Good sense of humor
 Goal-directed
When she was finished, she sat back and checked the list over. She was surprised at how easily the
list had come together. By dividing the skills, the task became manageable. Trying to look at
everything at once is like looking at those cereal boxes.

Getting words on paper is one of the most difficult steps of putting your "ingredients" list together.
This is a good exercise for anyone beginning the search process, or as a periodic check or inventory.
Gina can now use the list to put together her resume, write a summary statement or compose a
personal statement. The skills will be the foundation of the strategy she will use to sell herself. She
still has some work to do before she can take her product to market, but she certainly has made a
good start.

10 Tips to Boost Your Interview Skills

By Carole Martin, Monster Contributing Writer
Even the smartest and most qualified job seekers need to prepare for job interviews. Why, you ask?
Interviewing is a learned skill, and there are no second chances to make a great first impression. So
study these 10 strategies to enhance your interview skills.

1.Practice Good Nonverbal Communication

It's about demonstrating confidence: standing straight, making eye contact and connecting with a
firmhandshake. That first nonverbal impression can be a great beginning -- or quick ending -- to
…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 87

your interview.

2.Dress for the Job or Company

Today's casual dress codes do not give you permission to dress as "they" do when you interview. It
is important to know what to wear to an interview and to be well-groomed. Whether you wear a
suit or something less formal depends on the company culture and the position you are seeking. If
possible, call to find out about the company dress code before the interview.

3.Listen

From the very beginning of the interview, your interviewer is giving you information, either
directly or indirectly. If you are not hearing it, you are missing a major opportunity. Good
communication skills includelistening and letting the person know you heard what was said.
Observe your interviewer, and match that style and pace.

4.Don't Talk Too Much

Telling the interviewer more than he needs to know could be a fatal mistake. When you have not
prepared ahead of time, you may ramble when answering interview questions, sometimes talking
yourself right out of the job. Prepare for the interview by reading through the job posting, matching
your skills with the position's requirements and relating only that information.

5.Don't Be Too Familiar

The interview is a professional meeting to talk business. This is not about making a new friend.
Your level of familiarity should mimic the interviewer's demeanor. It is important to bring energy
and enthusiasm to the interview and to ask questions, but do not overstep your place as a candidate
looking for a job.

6.Use Appropriate Language

It's a given that you should use professional language during the interview. Be aware of
any inappropriate slang words or references to age, race, religion, politics or sexual orientation --
these topics could send you out the door very quickly.

7.Don't Be Cocky

Attitude plays a key role in your interview success. There is a fine balance between confidence,
professionalism and modesty. Even if you're putting on a performance to demonstrate your ability,
overconfidence is as bad, if not worse, as being too reserved.

8.Take Care to Answer the Questions

When interviewers ask for an example of a time when you did something, they are
asking behavioral interview questions, which are designed to elicit a sample of your past behavior.
If you fail to relate a specific example, you not only don't answer the question, but you also miss an
opportunity to prove your ability and talk about your skills.
…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 88

9.Ask Questions

When asked if they have any questions, most candidates answer, "No." Wrong answer. Part of
knowing how to interview is being ready to ask questions that demonstrate an interest in what
goes on in the company. Asking questions also gives you the opportunity to find out if this is the
right place for you. The best questions come from listening to what you're asked during the
interview and asking for additional information.

10.Don't Appear Desperate

When you interview with the "please, please hire me" approach, you appear desperate and less
confident. Reflect the three Cs during the interview: cool, calm and confidence. You know you can
do the job; make sure the interviewer believes you can, too.

A Fresh Start for Your Career

By Susan Bryant, Monster Contributing Writer
What do you need to do to find the kind of enjoyment or progress you want in your career? Joel
Garfinkle, founder of Dream Job Coaching, a consulting firm specializing in personal fulfillment and
professional transformation based in Oakland, California, offers these suggestions.

Determine Which Aspects of Your Job You Like

Then find a way to do more of whatever that is. When you are engrossed in a project you like, your
workday will be energizing rather than draining. You may also find that the tasks you enjoy are the
same ones a coworker or boss dislikes. Find out if you can work out a win-win situation.

Learn from the Best Around You

Who in your office seems to really enjoy -- and excel -- at their work? What can you learn from
them? People who like coming to work radiate positive energy, and their spirit can be infectious.
Let the energy rub off on you.

Determine Your Career Signature

If you had to write down one statement that would encompass who you are (or want to be)
professionally and personally, what would it say? Take some time to clarify your unique signature,
and use this statement as a guiding force in pursuing what you want to do and whom you want to
be.

Recognize What You Can and Cannot Control

Write down the things that stress you out at work. Circle the ones you have control over, and cross
out the ones you don't. Vow to stop spending energy on the crossed-out items; redirect your energy
on finding solutions to the problems you can change.

…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 89

Do the Job Above Your Current Position

Offer to take on some of the responsibilities in the position just above you. Becoming familiar with
that role makes you an obvious choice for future promotion.

Accomplish Projects That Directly Affect Your Resume

When taking on new projects, try to select those that will most likely benefit you. Be sure to
quantify the results of your work and add these accomplishments to your resume, which you
should be updating regularly.

Cultivate Friendships at Work

Your coworkers can understand and appreciate what life is like in your office better than anyone
else. Take the time to develop friendly relationships with them. You'll benefit personally and
professionally from the time you invest in getting to know them.

See the Big Picture and the Little Pictures

What is the big picture -- your overall vision -- for your professional life? Now what are the small
daily steps or little pictures that will get you there? Make a small goal, like joining a professional
organization or finding a mentor -- something you can accomplish today.

Make Sure You're on the Right Path

Are you really doing what you want to do? Does what you think you should be doing interfere with
what you want to be doing? None of the above suggestions will work if your career isn't aligned
with your true interests, personality traits and natural abilities. If a career assessment is in order,
make this your first priority.

Top 10 Tips for a Successful Group Discussion (GD)

About Group Discussion:

Group Discussion is a process where exchange of ideas and opinions are debated upon. This process
is mostly used for selecting candidates for admission to management schools basically for MBA.
A typical GD comprises of a small group of candidates. Each group is then given a topic for
discussion. The topic can be general or specific. Example: Kashmir Conflict or just a phrase saying
"Where there's a will there's a way".

Remember to take a stand during the discussion. It is not necessary that you conclude by a positive
or a negative viewpoint, but to summarize the discussion well and being neutral gives you an edge
over others. The candidates are given a time limit for discussing this topic. Each participant has to
…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 90

give his or her views about this topic. The panelists are there to judge the discussion. After the time
limit is over, the best candidate from the group is selected. The same process is followed for other
groups.

Tips on GROUP DISCUSSION

To help you better we have compiled a list of points that you should keep in mind while you
participate in a group discussion.

Group discussions are an important part of the selection process for admission into a B-School of
your choice. You have passed the intelligence test, with GD, your oratory and communication skills
along with your problem solving skills will be tested.

Let’s read about the points that you should keep in mind:

1)Adequate matter/ Subject matter is essential : You should have subject knowledge and be
well aware of the latest happenings around you, not just in India but around the world as well. To
be in a better position, make sure that you have in-depth knowledge on the subject. Subject
knowledge is a pre-requisite while you are preparing for a group discussion because you will then
have the power to steer the conversation to whichever direction you want to. If you can memorize
some relevant data, it will be an added advantage.

2) Make Sure you Read Widely: Being an avid reader will help you in group discussions. Last
minute preparations you are strictly a no no, while you are preparing for group discussions. You
should read over a period of time. Reading not only adds to your knowledge database, but enhances
your vocabulary skills as well. Plus reading over a period of time, helps in your understanding of a
particular subject/ topic better.

3) Choose Magazines that are Rich in Content: Always opt for magazines that are content rich
and not just full of advertisements. Often magazines have columns which are promoting a particular
institute etc. Avoid such magazines, do some research and buy the best that will be beneficial for
you in the long run.

4) Be Aware of Topics that are Repeated: Often, there are topics which re-appear with minute
changes and minor variations. Be aware of such topics well in advance so that you have ample time
to prepare for the same. For example the issues of terrorism, gender inequality, poverty, Ayodhya
conflict, liberalization and privatization, reservations in educational institutions etc often appear as
GD topics. Make sure you know these topics well and can come up with some unique, insightful
points along with dates, stating facts.

5) Work on your Communication Skills: You should be well versed in your communication skills.
You should have a good vocabulary and a decent command over English. Much before your actual
group discussion, rehearse well. You can sit with a group of friends and choose a topic and indulge
in a friendly banter. Not only will this increase your knowledge, you will be a better speaker by the
time it is time for your GD.

6) Listen to the Topic Given During GD Carefully: Listen to the topic carefully and understand it...
Be alert and vigilant. Sometimes, the topic may be really simple but the manner in which it is
…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 91

presented to you, can be baffling. The first thing that you should do after hearing the topic is by
structuring it on the sheet that is given to you to make notes. Make a rough sketch of the points that
you would like to speak aloud. You will be at an advantage if you open the discussion, but then
beware of what you speak. Deviating from the main topic, or passing strong statements like ‘I
agree/ or disagree …’ should be avoided. Your strategy should be to test the waters and make a
generic statement relevant to the topic. If you can, back it up by relevant data.

7) Try and Maintain a Balance in your Tone: Besides what you are saying, remember that the
panelists are observing your body language as well. If you do not agree with the other student’s
point of view, do not raise your tone in objection. Listen to his point of view and instead of
dismissing it upfront, try and draw a common ground. .

8) Listening Skills are Essential: Carefully listen to what others have to say. Just speaking
throughout the discussion doesn’t make you smart, you should also give others a chance to speak.
Try and listen to him/her, respect their view point too. If the speaker is making an eye-contact with
you remember to acknowledge him by saying “yes, you agree” or just by nodding your head, so that
the speaker is aware that his listeners are listening to him and paying full attention. This will also
show that you are vigilant and are an active participant in the discussion.

9) Body Gestures are very Important: The panelists observe the way you sit and react in the
course of the discussion. . Body gestures are very important, because your body language says a lot
about you.In a GD, sit straight, avoid leaning back on to the chair or knocking the table with pen or
your fingers. Also, do not get distracted easily. For example, if the door in room you are sitting in
opens, do not look back to see who it is , this will show how distracted you are.

10) Be the first and also the Last to Speak: As mentioned earlier, initiating a GD is an advantage.
Closing it too also adds brownie points. If you can grab the opportunity to close the discussion, then
you should summarize it. If the group has not reached a conclusion try concluding it .

Imagine you are driving and you have the power to accelerate or brake according to the situation
on the road and avoid any accidents. Try to be that conscientious driver in a GD. Take the initiative,
know when to apply your brakes and when to seize the opportunity and accelerate the
conversation to reach to a desired destination; conclusion in your case.

A Mock interview is an emulation of an interview used for training purposes. The interview tries to
resemble a real interview as close as possible, and provide experience for the candidate. The mock
interview helps the job applicant learn what is expected in a job interview, and improve the
applicant's self-presentation. Mock interviews are often videotaped, and the candidate is shown the tape
after the session, along with feedback from the interviewer. The mock interview coach will provide
constructive feedback on all aspects of the interview process. Mock interviews are most common for job
interviews, but may also be used to train people to handle journalists.

The mock interview coach will try to make the interview as realistic as possible. Many of the questions
asked are interview questions from actual employers. The mock interview and critique will last

…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 92

approximately one hour. The mock interview takes about 20 minutes, then the job seeker and coach
watch the interview and discuss the job seeker's performance.

The mock interview coach's level of direct experience in the industry or field of interest for the job seeker
can make the mock interview more or less effective. This is the case because mock interview coaches
can best help job seekers when they have insights into what hiring managers are looking for and can
gauge how well job seekers are answering the questions. While there are many career coaches who
provide a full suite of services to help job seekers figure out their career path, niche websites exist that
focus on helping job seekers with their interviewing skills. Examples of these sites
include Prept and Evisors.

The mock interview focuses on self-knowledge, past experiences, knowledge of the industry the applicant
wishes to enter, and how well the applicant can convey that information. The job seeker gains the most
experience from the mock interview if it is treated as an actual interview. The mock interview is a safe
place to practice interview skills and gain feedback. It is also an area to gain the confidence and
experience of giving an actual employment interview.

This is also conducted in companies to address the clients with confidence and learn certain things which
are required for the meeting .

What is The Mock Interview

The Mock Interview provides a professional one-on-one opportunity for all CHS juniors to practice
their interview and resume writing skills with a member of the business community. In the past
we’ve had over 40 members from the business community help out with Mock Interviews. The
mock interview questions are skill/behavioral centered and are general interview type questions.
The students are given immediate verbal and written feedback from the business member
regarding their interview performance, resume, and their professional dress. Mock Interviews take
place during the second semester and preparation for the Mock Interview takes place in advisory.
The lessons for the preparation can be located in the Advisory Curriculum or from the Academic
Facilitator.
Sample Questions
 What are your strengths?
 What are your weaknesses?
 Where do you see yourself in 10 years?
 What type of skills can you offer an employer?
 What are some key points on your resume you’d like to share?
 What type of classes have you taken that will help you in a career?
 List 5 traits you believe a successful employee should have
 Describe how you handle conflict in a work enviroment?
For more information on mock interviews, visit the Resource Page.
Would you like to be an interviewer?
Send your resume in an email to Sarah Slivosky.

Sample Mock GD

…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 93

Candidates are divided in groups of 8 to 10 and each group is tested by a panel of Judges. Usually topics of
general interest are given by the panel to the group and the group is asked to proceed with discussion.
Every candidate is supposed to express his opinion and views on the topic given. The time for discussion is
approximately 20 minutes. During the discussion, the panel of Judges quietly observes the performance and
behavior of the candidates and makes his own assessment.

Mock GroupDiscussion :

Most topics are taken from the current political or economic scene so if one has just kept abreast of current
affairs, then he will be able to make a mark. We give below a group discussion on a common topic and give
some typical responses of students. We then analyze the discussion so that readers can develop their own
strategy for themselves.

JUDGE : Good morning. You can choose any topic you like or take a slip from that box. You are given one
minute to think to start with the discussion. The observers will not interfere in your discussion. If no
conclusion is reached, we may ask each of you to speak for a minute on the topic at the end of the
discussion. The topic on the slip is "Multinationals: Bane or Boon". I suggest you should start the discussion.

Mr A : This is a good topic. I am against multinationals. We have Coke and Pepsi. Do we need them? We can
manufacture our own soft drinks. Multinationals destroy the local industry and sell non-essential products.

Mr B : I agree with you. What is the fun of having Coke and Pepsi? We have our own Campa Cola.

Mr C : I think water is good enough.

Mr D : We are not here to discuss soft drinks. The topic given to us is a much larger one. First, let us define
multinational companies. They are merely large companies which operate in a number of countries. There
could be some Indian multinationals also. So there is nothing wrong with them. The point is whether they
have a good or bad impact on the host countries. We have to discuss their business practices and find out
whether they are desirable or not.

Mr E : That is a very good introduction to the topic. Multinational companies do serve an important function
that they bring new products and technologies in countries which do not have them. And it is not just Coke
and Pepsi. They set up power plants and build roads and bridges, which really help in the development of
host countries.

Mr F : But are they all that good? We have seen that they destroy local industry. In India they just took over
existing companies. They came in areas of low technology. Moreover, we have to see why they come at all.
They come for earning profits and often remit more money abroad than they bring in.

Mr A : I agree with you. I am against multinationals. We can produce everything ourselves. We should be
swadeshi in our approach. Why do we need multinational companies?

Mr E : We may not need multinational companies but then it also means that our companies should not do
business abroad. Can we live in an isolated world? The fact is that we are moving towards becoming a global
village. The world is interconnected. Then we have also seen that foreign companies bring in business
practices that we are impressed with. Look at foreign banks. They are so efficient and friendly that the
nationalized banks look pathetic in comparison. I think we can learn a lot from multinationals if we keep our
eyes and mind open.

Mr B : Take a look at McDonald's. They are providing quality meals at affordable prices. One does not have
to wait at their restaurants.

Mr C : How do you account for the fact that they take out more than they put in and thus lead to
impoverishing the country?

…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 94

Mr D : The fact is that every poor country needs foreign investment. Poor countries often lack resources of
their own. That is why they have to invite foreign companies in. There is nothing wrong in this because then
products like cars, air conditioners and so on can be made in poor countries. Often multinationals source
products from different countries which helps boost their export earnings.

Mr E : We have been talking about Coke and Pepsi. It is well known that Pepsi is in the foods business also
and has helped farmers in Punjab by setting up modern farms to grow potatoes and tomatoes. Modern
practices have helped the people in that area.

Mr A : I still feel that multinationals are harmful for the country.

Mr D : Well, there could be negative things associated with such companies. They may not be very good in
their practices. But can we do without them? I think the best way is to invite them but also impose some
controls so that they follow the laws of the country and do not indulge in unfair practices.

Mr E : I think laws are applicable to everyone. Very often officials in poor countries take bribes. The fault lies
not with the company which gives a bribe but the person who actually demands one. Why blame the
companies for our own ills?

Mr A : What about the money they take out?

Mr D : We have had a good discussion and I think it is time to sum up. Multinationals may have good points
and some bad ones too, but competition is never harmful for anyone. We cannot live in a protected
economy any longer. We have been protected for many years and the results are there for everyone to see.
Rather than be close about multinationals, let us invite them in selected areas so that we get foreign
investment in areas which we are lacking. Laws can be strictly enforced that companies operate within limits
and do not start meddling in political affairs.

Analysis : Though Mr A started the discussion, he could not make any good points. Later, he could not give
any points about why multinationals are bad. It is also a bad strategy to say at the outset whether you are
for or against the topic. Remember, it is not a debate but a discussion. The first step should always be to
introduce the topic without taking sides. See the way in which the discussion is proceeding and give
arguments for or against. The observer is not interested in your beliefs but in what you are saying. The
participation of Mr B and C is below average. A candidate must make 3-4 interventions. Their arguments are
also not well thought out and add nothing to the argument. It is important to say relevant things which
make an impact rather than speak for the sake of speaking. The arguments of Mr D and E are better. They
seem to be aware of the role of multinational companies. Mr E's approach is better as he intervenes a
number of times. He has also taken initiative in the beginning and brought order to the group. If selection
has to be made from the above six candidates, the obvious choice would be Mr E and thereafter, Mr D.

11 Useful Tips On Setting Goals And Achieving Them

Sometime back, Seth Godin wrote a thought provoking post on goals. He mentioned that it's really
easy to not have goals and live in the present. But that is what most of us do. And those who walk
that extra mile, deliver, and make an impact are the people who have goals. They set goals and don't
lose sight of it till they have achieved them.

I wish we all could be like them. How many of you have kept up with your new year resolutions? It
…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 95

has been only few days since you made those promises to yourself. But I can bet that most of you
have already given up. And that's the thing about goals. Setting them is easy. Losing sight of
them...easier.

I am not someone who achieves every goals he sets; I struggle and procrastinate too. But I have
improved over the past few months. And I have realized that just thinking about a goal doesn't help
you achieve it. There are certain other factors which should be taken into consideration while
setting goals and while trying to achieve them.

Here are some of the tips which I think can help us set goals and achieve them. And if you are
someone who has been successful in setting and achieving goals in the past then make sure you talk
about it in the comments.

1.Take a firm decision

I think it's all about the will power really. So before setting any goal, whether it's a goal
related to your career or a simple personal goal, make sure you take a firm decision in your
mind that no matter what happens you will stick to them. Pledge firmly that you won't forget
about them until you achieve them.

2.Get priorities in order

Your goals should be in sync with where you see yourself in the time ahead. They should be in
sync with your priorities. Having long term goals isn't bad but you should first take into
account your present situation and where exactly you are failing to improve. Once you get the
idea, set goals which get rid of the immediate obstacles and assure an incremental progress.

3.Write them down

A very simple tip and a very effective one too. Write your goals on a piece of paper and paste it
somewhere which can remind you everyday that you need to get them. No, I am not
suggesting that you get paranoid. If you think that they won't go out of your mind and you
don't need to jot them down, it's good. But if there's a slightest chance that you'll lose sight of
them, it's better to have them written down and take a look everyday.

4.Take a deep look

Once you have written them down, take a deep look. Think about them. Are they realistic
goals ? Or are you spreading yourself too thin ? My suggestion is to not set goals just for the
sake of it. Whatever goals you have set and then written, make sure you have the strength,
willingness and determination to achieve.

5.Make an action plan

So you have set goals, written them down and now you are all set to start working towards
achieving them. First step - make an action plan. There could be more than one method to
achieve a goal. Which one suits you ? Decide on it.

…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 96

6.Track progress
Extremely important. If you don't track progress, you don't get an idea if you are going the
right way and if you would ever achieve it in the time frame you had set in your mind. So track
your progress everyday. There are various methods and tools to track progress and I'll discuss
them in detail in my next article.

7.Involve others
It is always good to involve others in the process of setting and achieving goals. Take advice
when necessary. And don't be rigid. There are people out there who are better at this. Their
suggestions are always valuable.

8.Welcome failure
If you learn to welcome failure and keep going, I think there's nothing which can stop you from
achieving your goals. I don't know anyone who had an absolute smooth run and became
successful. Failure is an important part of the entire process. Welcome it. Learn from it.

9.Persist
Persist. Don't give up. As I mentioned, there could be many paths leading to the same
destination. Try out different methods. Learn and improve. Be patient. Be persistent.

10.Celebrate
Celebrate when you have successfully taken the next step. You've just shortened the path to
your destination. Hence stop thinking for a while and enjoy the moment.

11.Don't lose sight!

And finally, don't lose sight of your goals. If we don't lose sight of it and wade our way through
the obstacles, there isn't a goal which can't be achieved. So lets stay focused till we reach our
destination. Lets not lose sight of it.

Why Is Career Planning Important?

Career Planning helps in designing and formulating of a smooth future. Pre-planning is effective and
gives benefits after achieving educational targets effectively. It helps to evaluate our own
personality, which helps us to know that which kind of job would suit us according to our need and
capabilities. Basically Career Planning is like mapping our future.

Top Ten Tips for Career Planning

…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 97

1.Take a variety of different classes.Don’t pigeonhole yourself into one tight line of study. Branch out
and take a good look around to see what interests you.

2.Complete a few self-assessment tests.Self-assessment tests can tell you a lot about yourself and
may help you match your skills and interests with possible careers.

3.Develop a career inventory. What kind of organization do you want to work for? What type of
environment do you prefer? How much travel do you want to do? What kind of work schedule do you
prefer? Think it through on your own, or take a career and interest assessment to get your answers.

4.Research different careers. Browse the Bureau of Labor Statistics home page for detailed
descriptions of different careers and statistics about the fastest growing fields.

5.Use your college’s career center. Research materials, useful lectures, alumni contacts, self-
assessment tests, interview workshops and the latest resume and career development software await
you.

6.Do some volunteer work Explore possible career tracks and build a strong networking base through
volunteer activities. Volunteering teaches you about yourself and your world while preparing you for the
future and connecting you to your community.

7.Join a professional association. Joining a professional association in your field of choice is a great
way to tap into a career network. FastWeb’s index of professional organizations can connect you to many
associations.

8.Network. Meeting people who work in your prospective field can give you valuable insight into what life
is like in that career. Gather information by gathering contacts.

9.Find a mentor. Part coach, part motivator, the mentor works as a guide from within the context of the
work environment. The perfect mentor is someone who works well with you and who has the experience
and success you seek.

10.Arrange some informational interviews. There’s no better way to get a feel for a certain career than
talking to professionals in the field. Find them through your college’s career center, your school’s alumni
association, job fairs and professional organizations.

…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 98

Soft Skills Development

Model Question and Answer

Time : Three Hours Maximum : 75 Marks

PART – A
ANSWER ANY FIVE QUESTIONS ( 5x6=30)

Q1 .Soft Skills Everyone Needs

More Than Technical Qualifications Needed to Move Ahead in Your Career
By Larry Buhl, for Yahoo! HotJobs

In a 2008 survey of more than 2,000 businesses in the state of Washington, employers said entry-
level workers in a variety of professions were lacking in several areas, including problem solving,
conflict resolution and critical observation.

You'll likely see these "soft skills" popping up in job descriptions, next to demands for technical
qualifications. Employment experts agree that tech skills may get you an interview, but these soft
skills will get you the job -- and help you keep it:

1.Communication Skills

This doesn't mean you have to be a brilliant orator or writer. It does mean you have to express
yourself well, whether it's writing a coherent memo, persuading others with a presentation or just
being able to calmly explain to a team member what you need.

2.Teamwork and Collaboration

Employers want employees who play well with others -- who can effectively work as part of a team.
"That means sometimes being a leader, sometimes being a good follower, monitoring the
progress, meeting deadlines and working with others across the organization to achieve a common
goal," says Lynne Sarikas, the MBA Career Center Director at Northeastern University.

3.Adaptability

This is especially important for more-seasoned professionals to demonstrate, to counter the (often
erroneous) opinion that older workers are too set in their ways. "To succeed in most organizations,
you need to have a passion for learning and the ability to continue to grow and stretch your skills to
adapt to the changing needs of the organization," Sarikas says. "On your resume, on your cover
…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 99

letter and in your interview, explain the ways you've continued to learn and grow throughout your
career."

4.Problem Solving

Be prepared for the "how did you solve a problem?" interview question with several examples,
advises Ann Spoor, managing director of Cave Creek Partners. "Think of specific examples where

you solved a tough business problem or participated in the solution. Be able to explain what you
did, how you approached the problem, how you involved others and what the outcome was -- in
real, measurable results."

5.Critical Observation

It's not enough to be able to collect data and manipulate it. You must also be able to analyze and
interpret it. What story does the data tell? What questions are raised? Are there different ways to
interpret the data? "Instead of handing your boss a spreadsheet, give them a business summary and
highlight the key areas for attention, and suggest possible next steps," Sarikas advises.

6.Conflict Resolution

The ability to persuade, negotiate and resolve conflicts is crucial if you plan to move up. "You need
to have the skill to develop mutually beneficial relationships in the organization so you can
influence and persuade people," Sarikas says. "You need to be able to negotiate win-win solutions to
serve the best interests of the company and the individuals involved."

7.When It Comes to Soft Skills, Show -- Don't Tell

How do you prove you're proficient at, say, critical observation? Demonstrating these soft skills
may be more difficult than listing concrete accomplishments like $2 million in sales or a
professional certification. But it is possible to persuade hiring managers that you have what they
need.

To demonstrate communication skills, for example, start with the obvious. Make sure there are no
typos in your resume or cover letter. Beyond that, enhance your communication credibility by
writing an accomplishment statement on your resume or cover letter, says Cheryl E. Palmer,
president of Call to Career. "Instead of stating, 'great oral and written communication skills,' say,
'conducted presentation for C-level executives that persuaded them to open a new line of business
that became profitable within eight months.'"

8.Learn Soft Skills

The good news is that, like any skill, soft skills can be learned. The better news? Boosting your soft
skills not only gives you a leg up on a new job or a promotion, but these skills also have obvious
applications in all areas of a person's life, both professional and personal.

 Take a Course: Some colleges are mixing technology with areas such as effective written
and verbal communication, teamwork, cultural understanding and psychology. Take a
writing or public speaking course to boost your communication skills. Look for a conflict-
…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 100

resolution course or "leadership skills" class at your local community college.

 Seek Mentors: Be as specific as you can about your target skill, and when you're
approaching a potential mentor, compliment that person with a specific example in which
you've seen him practice that skill, advises Ed Muzio, the author of Make Work Great. "Then
ask whether that person would be willing to share ideas with you about how you might
achieve the same level of capability," he says. "Maybe it will grow into a long mentoring

relationship, or maybe you'll just pick the person's brain for a few minutes."

 Volunteer: Working with nonprofit organizations gives you the opportunity to build soft
skills. And listing high-profile volunteer work on your resume gives you an excuse to point
out what you gained there. For example, "As chair of the environmental committee, planned
and carried out a citywide park cleanup campaign. Utilized team-building, decision-making
and cooperative skills. Extensive report writing and public speaking."

Top 10 Soft Skills for Job Hunters

Each company looks for a different mix of skills and experience depending on the business
it's in. Yet it's no longer enough to be a functional expert. To complement these unique core
competencies, there are certain "soft skills" every company looks for in a potential hire.

"Soft skills" refer to a cluster of personal qualities, habits, attitudes and social graces that make
someone a good employee and compatible to work with. Companies value soft skills because
research suggests and experience shows that they can be just as important an indicator of job
performance as hard skills.
Today's service economy and the ascendance of work teams in large organizations puts a new
premium on people skills and relationship-building," Portland-based human resourcesexpert Lori
Kocon says. "And with business being done at an increasingly fast pace, employers also want
people who are agile, adaptable and creative at solving problems."
Kocon advises all job candidates -- especially those who aspire to managerial positions -- to get in
touch with their soft sides. Some of the most common soft skills employers are looking for and will
be assessing you on include:

1. Strong Work Ethic

Are you motivated and dedicated to getting the job done, no matter what? Will you be
conscientious and do your best work?

2. Positive Attitude
Are you optimistic and upbeat? Will you generate good energy and good will?
…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 101

3. Good Communication Skills

Are you both verbally articulate and a good listener? Can you make your case and express your
needs in a way that builds bridges with colleagues, customers and vendors?

4. Time Management Abilities

Do you know how to prioritize tasks and work on a number of different projects at once? Will you
use your time on the job wisely?

5. Problem-Solving Skills
Are you resourceful and able to creatively solve problems that will inevitably arise? Will you take
ownership of problems or leave them for someone else?

6. Acting as a Team Player

Will you work well in groups and teams? Will you be cooperative and take a leadership role when
appropriate?

7. Self-Confidence
Do you truly believe you can do the job? Will you project a sense of calm and inspire confidence in
others? Will you have the courage to ask questions that need to be asked and to freely contribute
your ideas?

8. Ability to Accept and Learn From Criticism

Will you be able to handle criticism? Are you coachable and open to learning and growing as a
person and as a professional?

9. Flexibility/Adaptability
Are you able to adapt to new situations and challenges? Will you embrace change and be open to
new ideas?

10. Working Well Under Pressure

Can you handle the stress that accompanies deadlines and crises? Will you be able to do your best
work and come through in a pinch?

Q2. Stages in Interpersonal Relationships

Interpersonal relationship refers to a strong association between individuals sharing common

interests and goals.

A sense of trust, loyalty and commitment is essential in a relationship.Individuals need to trust and
respect their partners to avoid misunderstandings and conflicts in relationship.
…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 102

Stages in an interpersonal relationship

It takes time for a relationship to grow and pass the test of time.

There are two possibilities in a relationship:

1. Possibility - 1: Two people might start a relationship as mere strangers. They get to know
each other slowly and become emotionally and mentally attached to their partners

gradually. Such relationships often lead to lasting commitments where individuals decide to
be with each other until death separates them.

2. Possibility - 2: Two people might start off well but soon face problems. Troubles in
relationship start when people have different opinions, views and fail to reach to a mutually
acceptable solution. In such cases individuals decide to move on from a relationship for a
fresh start.

According to famous psychologist George Levinger, every relationship goes through following
five stages.

1. First Stage – Acquaintance

Acquaintance refers to knowing each other. To start relationship individuals need to know
each other well.

Two individuals might meet at some place and instantly hit it off. People feel attracted to
each other and decide to enter into a relationship.

Common friends, social gatherings, same organizations also help people meet, break the ice,
get acquainted with each other and start a relationship.

2. Second Stage – The Build up Stage

This is the stage when the relationship actually grows. Individuals are no longer strangers
and start trusting each other.

Individuals must be compatible with each other for the relationship to continue for a longer
period of time. Individuals with similar interests and backgrounds tend to gel with each
other more as compared to individuals from diverse backgrounds and different objectives.

The build up stage in a relationship is often characterized by two individuals coming close,
being passionate and feeling for each other.

3. Third Stage – Continuation Stage

This is the stage when relationship blossoms into lasting commitments. It is when people
after knowing each other well decide to be in each other’s company and tie the knot.

Trust and transparency is essential for the charm to stay in relationship forever.
…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 103

4. Fourth Stage – Deterioration

Not all relationships pass through this stage. Lack of compatibility, trust, love and care often
lead to misunderstandings and serious troubles in relationship.

Individuals sometimes find it extremely difficult to adjust with each other and eventually
decide to bring their relationship to an end.

Compromise is an integral part of every relationship.Individuals failing to compromise with

each other find it difficult to take the relationship to the next level.

5. Fifth Stage – The Termination Stage

The fifth and the last stage is the end of a relationship.

Relationship terminates due to any of the following reasons

 Death of any one partner

 Divorce
 Separation
An ideal relationship results in lasting commitments and marriages whereas there are some
relationships which do start on a positive note but end abruptly.

Q3. 6 Success Steps to Improving Interpersonal Relationships

Interpersonal Relationships are vital to your well-being. Knowing you have the love and
support of others can contribute to improved health, while toxic relationships can lead to negative
health results. As the holidays approach, many of us will be spending time with family and friends.
Whether our relationships are in great shape or in need of a little repair, these 6 success steps will
help each of us grow to be better friends and family members to those we love.

1.) Give Yourself to Others- While you may not have a chance to save someone’s life or repair a
defect surgically, the gift of yourself is the greatest gift you can give others. Name 3 ways you could
help someone else by giving of your time or talent or money or simply by giving them some
encouragement. And then do it!

2.) Practice Generosity- As Benji Watson says, “Generosity Heals.” There are many ways to live
life of generosity besides giving money. What do you have that you could give to make a difference
in someone else’s life?

3.) Treasure & Protect Your Friendship- Too often people take their friendships for granted and
fail to nurture and strengthen them as much as possible. Write down names of your three best
friends and something you could do today to let each one of them know how important he/she is to
you.

4.) Commit to Teamwork at Home and at Work- Ecclesiastes 4:9-10 says, “Two are better than
one because they have a good return for their work: if one falls down, his friend can help him up.

…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 104

But pity the man who falls and has no one to help him up!” What could you do to become more of a
team player at home and at work?

5.) Keep Your Romance Alive- by loving your spouse creatively and spontaneously. Give him or
her a massage and a listening ear. Delight yourself in your spouse and keep falling in love,
following Dr. Roger’s example, “Here is an angel of delight, and I must try to find an inroad to her
loveliness.”

6.) Love others sacrificially- While this is not always easy, it not only has positive effects on
others but will also benefit you! Loving sacrificially often starts with forgiveness, if you learn the
art of forgiving you can love others the way our Creator loves us.

Q4. 7 Essential Skills for Teamwork

7 Essential Skills for Teamwork

This list is used during the research cycle to observe how well a team is working together

1. Listening:

The students in this team listen to each other's ideas. You will observe the students "piggy-backing"
(or building) off each other's ideas.

2. Questioning:
The students in this team question each other. You will observe the students interacting, discussing,
and posing questions to all members of the team.

3. Persuading:
The students in this team use persuasion. You will observe the students exchanging, defending, and
rethinking ideas.

4. Respecting:
The students in this team respect the opinions of others. You will observe the students encouraging
and supporting the ideas and efforts of others.

5. Helping:
The students in this team help each other. You will observe the students offering assistance to each
other.

6. Sharing:
The students in this team share. You will observe the students offering ideas and reporting their
findings to each other.

…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 105

7. Participating:
The students in this team participate. You will observe each student contributing to the project.

Q 5. Here is a list of some of the main benefits of using Active Listening:

1. Is it your check on the accuracy of your listening

2. It shows the sender that you are interested in him or her

3. It proves to the sender that not only have you heard, you have understood
4. It tells the sender you can accept him/her as a troubled person NOTE: The keyword here
is accept (i.e., the sender's behaviors are in the top of the Behavior Window), not agree with. You can
accept his/her having a feeling you might not have or a thought you don't agree with.

5. It gives the sender a chance to ventilate, to feel relieved, to have catharsis. When feelings are
expressed and accepted, they lose their grip on the person and become less disabling. when held in,
feelings tend to remain strong and fester (as opposed to a popular fear that is one listens to and
accepts another's feelings, those feelings will get out of hand).
6. Active Listening fosters others doing their own problem definition and problem solving. It
keeps the responsibility with the sender, yet the listener remains involved. The sender holds onto
the ball.
7. It relieves "emotional flooding" and frees the intellect to get back to work.
8. It fosters the sender moving from a superficial to the deeper, more basic problem.
9. It avoids fastening onto and "solving" the "presenting problem".
10. It helps the sender deal with feelings, not just the facts.
11. Active listening frequently fosters the sender's insights - new ways of seeing things, new
attitudes, new behaviors, new understanding of self.
12. It fosters the sender being more open and honest with you - more willing to use you as a
helping agent.
13. It promotes a more intimate and warm relationship. The sender feels warm and positive
toward the listener. The listener better understands the sender and feels more positive toward him
or her.
14. It helps the sender grow toward being an internal problem solver, toward being less
dependent on others for solutions, toward being more self-responsible, more self-directing; master
of his or her own fate or destiny.

Q6. Define Time Management. What are its Secrets?

Time management- Web definitions:

…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 106

1. Time management is the act or process of planning and exercising conscious control over
the amount of time spent on specific activities, especially to increase effectiveness, efficiency or
productivity. ...

2. Definition:

Generally, time management refers to the development of processes and tools that increase
efficiency and productivity.

In business, time management has morphed into everything from methodologies such as Enterprise
Resource Planning through consultant services such as Professional Organizers.

The Three Secrets of Time Management

There are three key elements of time management. You have to focus first on using your limited
amount of time on the most important things. You have to use that time efficiently. And you have to
actually do those things instead of just talking or thinking about them.

1.Do The Right Things First

Perhaps the most important of the time management secrets is to do the right things first. It's easy
to lose focus and spend a lot of time on things that are urgent, but not important. The trick is to stay
focused on the important things and not waste your limited amount of time on anything else.

 The 80/20 Rule, also known as Pareto's Principle, says that 20 percent of something always are
responsible for 80 percent of the results. For example, twenty percent of the products will have
eighty percent of the flaws. This article explains the rule in more detail and tells how you can use
it to more effectively manage time and many different aspects of your life.
 You can save time by knowing when to step in and when to hang back if an employee has a
problem. Managers need to let employees make their own mistakes so they can learn from them.
We can train them and advise them, but actual experience is often the best teacher. A good
manager, therefore, will hang back and resist the impulse to jump in every time an employee
encounters difficulty.
 One time you can't hang back is the difficult employee. Many managers struggle withmanaging
difficult employees. You may be tempted to not deal with them and hope the situation will get
better on its own. It won't. These types of tasks will take less time if you address them
immediately instead of waiting and then having to spend more time on them later.

2.Use Time Efficiently

Even when you master the time management secret of only working on the important tasks, you
still need to be efficient with your time if you want to get everything done.
…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 107

 You Can't Really Multi-task. I used to be a major fan of multi-tasking, but I've become a convert
to "chunking". The name isn't as exciting, but the results are impressive. Use Chunking Instead of
Multi-tasking and you will get more done in less time.

 Many people try using to do lists to help them with time management. Still there somehow never
seems to be enough hours in the day to get everything done. You have to use a to do list that
helps you stick with your priorities. Here is the system that has worked for me. It can work for
you too.
 One final key to using your time efficiently is to not take on more than you can handle. Many
times, that means knowing when to say no to your boss.

3.Get Things Done

You know the importance of doing the right things first and you are good at using your time
efficiently. But neither of those will do you any good without the third time management secret -
you have to actually get things done. It is not enough to know what to do, to think about doing
something, or to talk about doing it. You have to actually get things done.

 Don't let "analysis paralysis" keep you from getting things done. Planning is an important part of
the job we do, but it is not an end goal. Don’t let process get in the way of results. Do your
planning, but don't lose sight of the need to get the job done.

Q7.10 Things that may cause teenage depression

While this is by no means a comprehensive list of all causes of teen depression, these
ten situations can be very common contributing factors to depression.

1. Academic Stress – Teens are under an enormous amount of pressure to succeed academically,
especially as the costs of higher education rise and more families are reliant upon scholarships
to help offset the expense. Stressing over classes, grades and tests can cause you to become
depressed, especially if you’re expected to excel at all costs or are beginning to struggle with
your course load.
2. Social Anxiety or Peer Pressure – During adolescence, you are learning how to navigate the
complex and unsettling world of social interaction in new and complicated ways. Popularity is
important to most teens, and a lack of it can be very upsetting. The appearance of peer pressure
to try illicit drugs, drinking or other experimental behavior can also be traumatic for teens that
aren’t eager to give in, but are afraid of damaging their reputation through refusal.
3. Romantic Problems – In adolescence, romantic entanglements become a much more
prominent and influential part of life. From breakups to unrequited affection, there are a
plethora of ways in which budding love lives can cause teens to become depressed.
4. Traumatic Events – The death of a loved one, instances of abuse or other traumatic events can
have a very real impact on anyone, causing them to become depressed or overly anxious. In the

…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 108

aftermath of a trauma, it’s wise to keep an eye out for any changes in your behavior or signs of
depression.
5. Separating or Divorcing Parents – Divorced or separated parents might be more common
today than it was in generations past, but that doesn’t mean that the situation has no effect on
emotional wellbeing. The dissolution of the family unit or even the divorce of a parent and step-
parent can be very upsetting for teens, often leading to depression.
6. Heredity – Some people are genetically predisposed to suffer from depression. If a parent or
close relative has issues with depression, you may be suffering from a cruel trick of heredity
that makes you more susceptible.
7. Family Financial Struggles – You may not be a breadwinner in your household or responsible for
balancing the budget, but that doesn’t mean that you’re unaffected by a precarious financial situation
within the family. Knowing that money is tight can be a very upsetting situation, especially if you’re
worried about the possibility of losing your home or the standard of living you’re accustomed to.
8. Physical or Emotional Neglect – Though you may seem like a fiercely independent being that
wants or needs nothing from your parents, you still have emotional and physical needs for
attention. The lack of parental attention on either level can lead to feelings of depression.
9. Low Self-Esteem – Being a teenager isn’t easy on the self-esteem. From a changing body to the
appearance of pimples, it can seem as if Mother Nature herself is conspiring against you to
negatively affect your level of self-confidence. When the self-esteem level drops below a certain
point, it’s not uncommon to become depressed.
10. Feelings of Helplessness – Knowing that you’re going to be affected on a personal level by
things you have no control over can easily throw anyone into the downward spiral of
depression. Feelings of helplessness and powerlessness often go hand in hand with the struggle
with depression, and can make the existing condition even more severe.

Causes of Stress for Teens

1.Academic Concerns
Academic pressure is one of the top reasons teens experience stress overload. The demands of
school and the frustrations that result can often cause high levels of stress in teens, according to a
2007 joint survey by the Associated Press and MTV. Teens face unique challenges and worries
when it comes to their grades, the future, college and potential career choices. In addition to
academic pressure, many teens take on too many extracurricular activities and simply feel
overloaded and unable to cope with their crammed schedules. Parental pressure in this area can
also play a substantial role in heightening stress levels, because teens often feel compelled to meet
their parents' expectations.

2.Social Issues
The teen years are filled with social concerns and peer pressure, both of which can contribute to
excessive stress levels in teens, according to the American Academy of Child and Adolescent
Psychiatry. Most teens feel enormous amounts of pressure to fit in with their peer group. This
pressure can be the result of issues that might seem trivial to parents, such as fashion or dating, or
more pressing concerns such as pressure to experiment with drugs or alcohol, or to engage in
sexual behavior when the teen might not feel ready to do so. Teens might also experience stress if
they become the victims of bullies. This often occurs when teens don't fit in or they have certain
personality traits, such as shyness or introversion.

…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 109

3.Family Problems
There are a variety of family problems and concerns that can contribute to teen stress. Constant
arguing with parents, troubles with siblings, parental financial concerns and illness or injuries in
family members are some of the top reasons teens experience family stress, according to the

University of Minnesota Center for 4-H Youth Development. In addition, teens might also
experience heightened levels of stress due to divorce, the death of a loved one, parental neglect or
being victim to or witnessing parental physical, emotional, sexual or verbal abuse.

4.Physical Changes
Teens undergo a number of significant hormonal and physical changes that can also affect stress
levels. Almost everyone familiar with the term "raging hormones" associates this phrase with the
teen years. According to an article in the July 2005 "Harvard Mental Health Letter," hormonal
changes influence brain development, which can, in turn, play a significant role in teen stress and
behavioral and mood changes. Bodily changes, such as rapid growth spurts, can cause adolescents

to become sensitive, self-conscious and worried about their appearance, which may also result in
raised levels of stress.

Q 8. Benefit / Advantages of career planning:

 Career planning helps the indiviual have the knowledge of various career opportunities, his
priorities etc.
 It helps him select the career which is suitable to his life style, preference, family
environment, scope for self-development etc.
 It helps the organisation identify talented employees who can be promoted.
 Internal promotions, upgradation and transfers motivate the employees, boost their morale
and also result in increased job satisfaction.
 Each employee will await his turn of promotion rather than changing to another
organisation. This would lower employee turnover.
 It improves employee's performance on the job by tapping their potential abilities and
stimulating their personal growth.
 Increased job satisfaction enhances employee commitment and creates a sense of
belongingness and loyalty to the organisation.
 Being an intregal part of the manpower planning and corporate planning, career planning
contributes towards indiviual development and organisational development and effective
achievement of corporate goals.
 An organisation with well-designed career plans is able to have a better image in the
employment market, and it will attract and retain competent people.
…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 110

PART – B
ANSWER ANY FIVE QUESTIONS 3x15=45

Q9. What Is the Definition of Perception? Discuss the factor influencing perception.

Perception is the ability to pick out something through the different senses. It can be
through seeing, hearing, smelling or touching. The sensory stimulus of the body system consciously
registers an activity or event in the human memory.

Factors Affecting Perception

(a) The Perceiver: When an individual looks at the target and attempts to interprete what he / she sees.
Such interpretation is heavily influenced by personal characteristics of the individual perceiver. The
characteristics of perceiver include person’s needs. Past experience, habits, personality, values, attitudes
etc
For example: – a negative attitude person interprets negative results and further makes negative
perception.
(b) The Perceived (object): Characteristics of the target, which has been, observed also affects the
individual’s perception The physical attributes, appearance and behavior of other persons in the situation
also influences the perception. Physical attributes of the person means age, height, weight, gender etc.
Loud people are easily noticeable in a group in comparison to the quite ones. Motion sound, size and
other attributes of a target also affect the perception of an individual.

Object which is perceived is not observed in isolation, the relationship of a target with its background also
influences perception. Person, objects or events that are similar to each other also tend to be grouped
together. Greater the similarity, the greater is the probability that we will tend to perceive them as a
common group.

Perception is influenced by the perceiver, the perceived (object) and the situation

…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 111

(c) The Situation: The physical, social and organizational setting of the situation also influences
individuals perception. The situation in which we see objects or events is important. The elements in the
surrounding environment influences our perception.

Q11. 12 tips for better e-mail etiquette

Important notice for users of Office 2003 To continue receiving security updates for Office,
make sure you're running Office 2003 Service Pack 3 (SP3). The support for Office 2003 ends April 8,
2014. If you’re running Office 2003 after support ends, to receive all important security updates for
Office, you need to upgrade to a later version such as Office 365 or Office 2013. For more
information, see Support is ending for Office 2003.

By Laura Stack, MBA, CSP, The Productivity Pro®

I remember opening my first e-mail account and thinking how much fun it was to send a message to
a friend. However, most people now no longer find e-mail simple or fun. E-mail messaging now
exceeds telephone traffic and is the dominant form of business communication. Some workers tell
me that handling e-mail consumes half of their day. A recent Wall Street Journal report indicates that
soon employees will spend three to four hours a day on e-mail.

Don't you wish that every person who received a new e-mail account had to agree to follow certain
rules to use it? There are certain professional standards expected for e-mail use. Here are some
things to keep in mind regarding professional e-mail conduct:
…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 112

1. Be informal, not sloppy. Your colleagues may use commonly accepted abbreviations in e-mail, but
when communicating with external customers, everyone should follow standard writing protocol. Your
e-mail message reflects you and your company, so traditional spelling, grammar, and punctuation rules
apply.

2. Keep messages brief and to the point. Just because your writing is grammatically correct does not
mean that it has to be long. Nothing is more frustrating than wading through an e-mail message that is
twice as long as necessary. Concentrate on one subject per message whenever possible.

3. Use sentence case. USING ALL CAPITAL LETTERS LOOKS AS IF YOU'RE SHOUTING. Using all lowercase
letters looks lazy. For emphasis, use asterisks or bold formatting to emphasize important words. Do not,
however, use a lot of colors or graphics embedded in your message, because not everyone uses an e-
mail program that can display them.

4. Use the blind copy and courtesy copy appropriately. Don't use BCC to keep others from seeing who
you copied; it shows confidence when you directly CC anyone receiving a copy. Do use BCC, however,
when sending to a large distribution list, so recipients won't have to see a huge list of names. Be
cautious with your use of CC; overuse simply clutters inboxes. Copy only people who are directly
involved.

5. Don't use e-mail as an excuse to avoid personal contact. Don't forget the value of face-to-face or
even voice-to-voice communication. E-mail communication isn't appropriate when sending confusing or
emotional messages. Think of the times you've heard someone in the office indignantly say, "Well,
I sent you e-mail." If you have a problem with someone, speak with that person directly. Don't use e-
mail to avoid an uncomfortable situation or to cover up a mistake.

6. Remember that e-mail isn't private. I've seen people fired for using e-mail inappropriately. E-mail is
considered company property and can be retrieved, examined, and used in a court of law. Unless you
are using an encryption device (hardware or software), you should assume that e-mail over the Internet
is not secure. Never put in an e-mail message anything that you wouldn't put on a postcard. Remember
that e-mail can be forwarded, so unintended audiences may see what you've written. You might also
inadvertently send something to the wrong party, so always keep the content professional to avoid
embarrassment.

7. Be sparing with group e-mail. Send group e-mail only when it's useful to every recipient. Use the
"reply all" button only when compiling results requiring collective input and only if you have something
to add. Recipients get quite annoyed to open an e-mail that says only "Me too!"

8. Use the subject field to indicate content and purpose. Don't just say, "Hi!" or "From Laura." Agree on
acronyms to use that quickly identify actions. For example, your team could use <AR> to mean "Action

…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 113

Required" or <MSR> for the Monthly Status Report. It's also a good practice to include the word "Long"
in the subject field, if necessary, so that the recipient knows that the message will take time to read.

9. Don't send chain letters, virus warnings, or junk mail. Always check a reputable antivirus Web site or
your IT department before sending out an alarm. If a constant stream of jokes from a friend annoys you,
be honest and ask to be removed from the list. Direct personal e-mail to your home e-mail account.

10. Remember that your tone can't be heard in e-mail. Have you ever attempted sarcasm in an e-mail,
and the recipient took it the wrong way? E-mail communication can't convey the nuances of verbal
communication. In an attempt to infer tone of voice, some people use emoticons, but use them
sparingly so that you don't appear unprofessional. Also, don't assume that using a smiley will diffuse a
difficult message.

11. Use a signature that includes contact information. To ensure that people know who you are, include
a signature that has your contact information, including your mailing address, Web site, and phone
numbers.

12. Summarize long discussions. Scrolling through pages of replies to understand a discussion is
annoying. Instead of continuing to forward a message string, take a minute to summarize it for your
reader. You could even highlight or quote the relevant passage, then include your response. Some
words of caution:

 If you are forwarding or reposting a message you've received, do not change the wording.

 If you want to repost to a group a message that you received individually, ask the author for permission first.

 Give proper attribution.

Use these suggestions as a starting point to create e-mail etiquette rules that will help your team
stay efficient and professional.

Q12. Types of body language

Body language is usually grouped along two lines...

1. Parts of the body

2. Intent

So what types can be found in each group?

…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 114

Parts of the body

From head to toe, here are the groups when grouped for body parts:

 The Head - Movement and placement of the head, back to front, left to right, side to
side, including the shaking of hair.

 Facial Expressions - The face has many muscles (anywhere between 54 and 98,
depending on who you ask) that move several areas of the face. Each combination of
movements of the following face elements communicates a state of mind:

 Eyebrows - Up, down, frowning.

 Eyes - Left, right, up, down, blinking, eye dialiation.

 Nose - Wrinkle (at the top), flaring of the nostrills.

 Lips - Smiling, snarling, puckered, kissing, opened, closed, tight.

 Tongue - In, out, rolled, tip up or down, licking of lips.

 Jaw - Open, closed, clinched, lower jaw left or right.

 Body Posture - The way you place your body and arms and legs, in relation to each other,
and in relation to other people:

 Body proximity - How far or close to other people.

 Shoulder movements - Up, down, hanging, hunched.

 Arm placement - up, down, crossed, straight.

 Leg and feet placement - straight, crossed, weight placement, feet towards speaking
partner or pointing elsewhere, dangling of shoes.

 Hand and finger gestures - How you hold and move your hands and fingures are
particularly insightful in reading people.

 Handling and placement of objects (eg. pens, papers, etc). - The odd one out...
technically not a body part, but objects do play a big role in reading body language.

Intent

Another way to group types of body language is along Intent:

 Voluntary/Intentional movements - Usually called "Gestures". These are movements you

intended to make, like shaking a hand, giving the finger, blinking with one eye...

…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 115

 Involuntary movements - Usually called "tells", but "ticks" also fall into this category. Any
body movement you have no cotrol over falls in this category. While technically not a
body movement, sweating also applies.

So where is Tone of Voice?

While usually seen as body language, tone of voice and intonation are a separate group
from body language.

For completeness sake, these are the groups that are found in tone of voice:

 Pitch of voice - high voice, low voice, intonation.

 Loudness - Everything from shouting to whispering.

 Breathing - Slow, fast breathing, shaky voice.

Q13. Tips for curriculum vitae writing

What to Include in Your Curriculum Vitae
When writing a curriculum vitae it's important to include all the right information so the hiring manager can see, at first glance,
why you are a strong candidate for the job.

10 tips on writing a successful CV

Katy Cowan gives her top tips on creating a memorable and readable CV – anything missed? Add to the comments below

Top tips on writing a successful CV: get the basics right and stick to no more than two pages of A4. Photograph: Max
Oppenheim/Getty Images

When it comes to applying for a new job, your CV could be just the ticket to get you that initial foot in
the door and secure an interview – but how do you ensure your CV is added to the interview pile
rather than thrown straight in the bin?

Putting together a successful CV is easy once you know how. It's a case of taking all your skills and
experience and tailoring them to the job you're applying for. But what if you don't meet the right
criteria? Well, I've put together the following tips to help you get started in creating a successful CV
and securing your first (or next) arts job.

1.Get the basics right

There is no right or wrong way to write a CV but there are some common sections you should cover.
These include: personal and contact information; education and qualifications; work history and/or

…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 116

experience; relevant skills to the job in question; own interests, achievements or hobbies; and some
references.

2.Presentation is key

A successful CV is always carefully and clearly presented, and printed on clean, crisp white paper.
The layout should always be clean and well structured and CVs should never be crumpled or folded,
so use an A4 envelope to post your applications.

Always remember the CV hotspot – the upper middle area of the first page is where the recruiter's
eye will naturally fall, so make sure you include your most important information there.

3.Stick to no more than two pages of A4

A good CV is clear, concise and makes every point necessary without waffling. You don't need
pages and pages of paper – you just keep things short and sweet. A CV is a reassurance to a
potential employer, it's a chance to tick the right boxes. And if everything is satisfied, there's a better
chance of a job interview. Also, employers receive dozens of CVs all the time so it's unlikely they'll
read each one cover to cover. Most will make a judgment about a CV within sections, so stick to a
maximum of two pages of A4 paper.

4.Understand the job description

The clues are in the job application, so read the details from start to finish. Take notes and create
bullet points, highlighting everything you can satisfy and all the bits you can't. With the areas where
you're lacking, fill in the blanks by adapting the skills you do have. For example, if the job in question
requires someone with sales experience, there's nothing stopping you from using any retail work
you've undertaken – even if it was something to help pay the bills through university. It will
demonstrate the skills you do have and show how they're transferable.

5.Tailor the CV to the role

When you've established what the job entails and how you can match each requirement, create a
CV specifically for that role. Remember, there is no such thing as a generic CV. Every CV you send
to a potential employee should be tailored to that role so don't be lazy and hope that a general CV
will work because it won't.

Create a unique CV for every job you apply for. You don't have to re-write the whole thing, just adapt
the details so they're relevant.

6.Making the most of skills

Under the skills section of your CV don't forget to mention key skills that can help you to stand out
from the crowd. These could include: communication skills; computer skills; team working; problem
solving or even speaking a foreign language. Skills can come out of the most unlikely places, so

…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.
 117

really think about what you've done to grow your own skills, even if you take examples from being in
a local sports team or joining a voluntary group – it's all relevant.

7.Making the most of interests

Under interests, highlight the things that show off skills you've gained and employers look for.
Describe any examples of positions of responsibility, working in a team or anything that shows you
can use your own initiative. For example, if you ran your university's newspaper or if you started a
weekend league football team that became a success.

Include anything that shows how diverse, interested and skilled you are. Don't include passive
interests like watching TV, solitary hobbies that can be perceived as you lacking in people skills.
Make yourself sound really interesting.

8.Making the most of experience

Use assertive and positive language under the work history and experience sections, such as "developed", "organised" or
"achieved". Try to relate the skills you have learned to the job role you're applying for. For example: "The work experience
involved working in a team," or "This position involved planning, organisation and leadership as I was responsible for a team
of people".

Really get to grips with the valuable skills and experience you have gained from past work positions, even if it was just
working in a restaurant – every little helps.

9.Including references

References should be from someone who has employed you in the past and can vouch for your skills and experience. If
you've never worked before you're OK to use a teacher or tutor as a referee. Try to include two if you can.

10.Keep your CV updated

It's crucial to review your CV on a regular basis and add any new skills or experience that's missing. For example, if you've
just done some volunteering or worked on a new project, make sure they're on there – potential employers are always
impressed with candidates who go the extra mile to boost their own skills and experience.

…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

C.GOPAL RAJU, MBA.,M.Phil., MCA., M.Phil.,MLM.,M.Com.,(Ph.D.,)

Asst. Professor , Department of Management Studies,
Annai College of Arts and Science, Kovilacheri, Kumbakonam.