CHANGE MANAGEMENT

Change management is a systematic approach that includes dealing with the transition or
transformation of organizational goals, core values, processes or technologies.
The purpose of every organizational change management initiative is to successfully implement
strategies and methods for effecting change and helping people to accept and adapt to change.
As organizational changes in the agile workplaces happen daily, change management and change
communication teams have become crucial performance drivers for many companies.
People are Resistant to Change
A research shows that only 38% of people like to leave their comfort zone. When these people are
presented with a change, they think, "Hey, this is so exciting." Those positive interpretations of change
result in positive emotional reactions, such as happiness and satisfaction, which result in greater
employee productivity.
The other 62%, however, look at that same exact statement and immediately feel fear and discomfort.
They may think, "Oh great, this change will have an effect on my career growth." or "I will not do what I
like doing any more." or “Will they keep me in?”.
Common Examples When Change Management Is Needed
With all the changes happening in the business world, change management has become one of the
most important business functions.
Some of the most common examples when change management is necessary to successfully implement
changes within organizations include:
Implementation of a new technology
Mergers & acquisitions
Change in leadership
Change in organizational culture
Times of a crisis
3 Types of Organizational Change
The 3 most common types of organizational change include:
Developmental change - Any organizational change that improves and optimizes on previously
established processes, strategies and procedures.
Transitional change - Change that moves an organization away from its current state to a new state in
order to solve a problem, such as mergers and acquisitions and automation.
Transformational change - Change that radically and fundamentally alters the culture, core values and
operations.

Managing Organizational Change During Crisis

Under normal circumstances, driving change in the workplace is already quite challenging.
Today, workplace transformation needs to be more agile.
In a survey with nearly 3,000 executives about the success of their enterprise transformation
efforts, McKinsey found the failure rate to be higher than 60%. But COVID-19 makes organizational
change even more complex and challenging.

OBSTACLES IN CHANGE MANAGEMENT

Most Common Change Management Challenges
Change is not always perceived as positive, and many employees may be resistant to changes within
their organizations. Therefore, successful business transformation is all about getting employees'
buy-in and embedding new behaviors in the workplace.
Here are some of the most common challenges that change management professionals face
1. Defining goals in a timely manner
Most changes get implemented with a goal to improve current processes, products, services or
organizational cultures. However, it is critical to identify clear goals and milestones.
Some of the common change management goals and objectives include:
Build a culture of innovation
Change or update company’s best practices
Implement new technology
Establish milestones and incentives programs
Implement knowledge sharing initiatives
Shift in targeted customer base
2. Poor leadership and lack of alignment
Leadership has a big impact on employee engagement. If your leaders are not convinced about the
benefits of change, it will be hard to implement it.
Poor leadership and lack of alignment among the leaders are some of the main reasons for
organizational change fails. On the other hand, great leaders know how to inspire their workforce and
embrace the change.
Read on: Top 5 Communication Skills and How to Improve Them
3. Identifying the resources needed to make change a success
Before starting the change process, identifying the resources and individuals that will facilitate the
process and lead the change is crucial for success. However, it can be hard to identify those resources
and budgets before the process even starts.
4. A Lack of agility and slow approval process
Organizations that are not agile struggle to implement changes. Slow approval processes can cause
delays in change implementation.
Therefore, it is important to have everyone on the same page in order for the process to get
implemented smoothly and on time.
5. Planning the next steps
Every change management process should have a well set plan. The plan should consist of a timelines,
and change milestones should be identified. Without planning, it may be hard to understand the overall
success of the change process.
6. Fear and conflicts
Changes within organizations can develop emotions of uncertainty and fear. This may cause employees
take their frustrations out on each other. Here, it is leaders' responsibility to overcome the difficulties
and resolve conflicts.
An active leader should always be ready to dive deeper into the problem while working in accordance
with their organizational change management.
7. Resistance to change and lack of commitment
Some employees are resistant to change, do not want to collaborate or commit to new practices.
Leaders should be able to address resistance on a psychological level and proactively remove
behavioral barriers that restrict change.
8. Poor communication in the workplace
Communication is crucial for successful change management, and the cost of poor communication can
be significant. Every employer that has a successful change management team expresses the need for
constant communication during the change experience.
9. Aligning all the teams with the new strategy
Having everyone on board and informed before and during the implementation process may be a
challenge. This is especially true for large organizations with various offices and departments across
the world. Therefore, global and interdepartmental communication has to become a priority.

WHY NEEDED?
1) Handling the changes occurring frequently:
There are frequent changes that take place in an organization today, becoming better at implementing
change is necessary.

2) Aligning organizational practice with organizational values:

This case is particularly important for organizations that adopt the significance and value of their
people.

3) Driving more successful change:

Experience and data show that effective change management drives greater advantage realization and
achievement of outcomes and results.
change is constant, We have so much change happening all the time and we need to manage it more
consistently
4) Addressing the costs of poorly managed change:
A number of organizations have examples, or even a legacy, of changes that were poorly managed, did
not deliver results and create confusion and stress in the organization. Under-delivering on change is
unbearable to go forward.

5) Preparing the organization for the future:

The horizon for a number of organizations and even industries consists of crucial changes, which are
essential to remaining competitive and successful.
It is essential for the success of the organization
Our company's growth and future success depends on our people's ability to adapt to market forces in
and out of our control
It would make us more effective and more profitable
It's clear our industry is changing rapidly and we don't want to be left behind

6) Creating consistency and efficiencies in approach:

Change management practices throughout an organization can be more effective when there is a
common approach in place.

7) The building needed internal capabilities:

Change management is considered as a necessary organizational and individual competency for
employees.

8) Help to select critical projects and training the project team:

The selection of key projects is critical to the organization’s success change. Change management
practice helps train the project team to avoid any kind of consequences or unsatisfactory results.
Building change management capabilities give greater success on critical projects and initiatives.
However, there are some rules and best practices every organization should follow.
Here they are.
1. Define clear goals
Every change management initiative should be clearly defined. Even though SMART goals are not easy
to define for change management, companies should strive towards setting up as clear goals as
possible.
This way, employees and leaders will have something to reference to when evaluating their change
management efforts.
2. Be honest and transparent
Over 30% of employees say that their employer is not always honest and truthful.
In order to implement transitions successfully, employers should be honest and transparent. As most
employees don’t feel comfortable with changes, being transparent at every step of the change
management process helps build trust and connection with employees.
3. Train and reassure your teams
Support your employees with reassurance, offer new training sessions and give employees time they
need to adapt to new practices. Empathy and reassurance help fasten the process and eases future
organizational changes.
Yet, many line managers don't even understand why the change is happening.
4. Encourage conversations and communicate regularly
Employee relations have a big impact on encouraging conversations before, during and after the
changes are implemented.
Start a conversation among your employees in order to find out how they feel about the new
initiatives.
Understand that true communication is a two-way conversation.
5. Listen to your employees
When driving engagement and communication, you should not be the only one talking. Listen to what
your employees have to say. Allow them to lead the conversation where employees can ask questions,
comment and suggest their ideas for improvement.
6. Bring your leaders on board
The evidence is clear- excellent change management increases business outcomes of change initiatives.
So why is it so difficult to communicate these benefits to business leaders?
Companies should work on proving the real ROI of change management and communicate that to the
business leaders to bring them on board and support the change.
7. Choose the right communication tool
Millennials in the workplace expect an easier way of communication than through emails. In fact, many
emails are never read which causes important information to get lost.
Choose the right employee communication and engagement solution that your employees will actually
want to use.
Make sure that your solution is mobile friendly. Younger generations are used to being able to do
everything on their mobile phones. Company tools should, for that reason, be mobile-friendly.
8. Empower your employees
Empower your change management leaders as well as employees to engage in the change process by
giving them freedom to make their own decisions and implement new ideas.
If your employees don’t feel empowered, the engagement level will drop and result in resistance to
change.
9. Encourage knowledge sharing
Some employees will learn and adapt to change faster than the others. However, knowledge sharing
among employees can fasten this learning process significantly.
10. Document and make information easily accessible
Documenting everything does not help if this information is not easily accessible to employees. Having
a central place where all the important documents and information are kept, makes change
management much more efficient.
Did you know that employees, on average, spend 2.5 hours every day searching for information? In the
process of change management, this can be very frustrating and discouraging to employees.
11. Recognize and reward
77% of employees say that they would work harder if they were recognized for their work. Therefore,
this approach can be a great motivation to comply with and implement the changes faster.
Recognize and reward employees for accomplishments and for adopting new behaviors during the
transformation process. Celebrate the wins and milestones.

The Four Principles of Change Management

Successful change management relies on four core principles:
Understand Change.
Plan Change.
Implement Change.
Communicate Change.
Let's explore each of these in turn, along with some tools and techniques that you can use to put them
into practice:
Principle 1: Understand Change
To successfully promote the benefits of the change, you need to understand them yourself. So, think
about:
Why you need to change. What are your key objectives?
What will the benefits of the change be to the organization?
How will it impact people positively?
How will it affect the way that people work?
What will people need to do to successfully achieve the change?
It can also be helpful to think about what the negative outcomes of not making the change would
be. Beckhard and Harris' Change Equation shows that, for change to work, there has to be sufficient
dissatisfaction with the old way of doing things. But people also need to feel confident that the new
approach will be better – and that there's a clear route to get there.
Principle 2: Plan Change
Effective change doesn't just happen by chance, and any plan you make has to be right for your
organization. The way that change projects are managed can vary from organization to organization.
Some have very rigid change methodologies, while others are more open and flexible in their approach.
Principle 3: Implement Change
So how exactly are you going to make change happen?
As we've seen, there are many different strategies that you can choose to put your change into
practice. Kotter's 8-Step Change Model, for example, explains how to inject a sense of urgency into your
actions, so that you build momentum and encourage everyone to get behind your changes.
Meanwhile, the Change Curve reminds you to be mindful of people's feelings while putting your plan
into action. It shows the stages that we all tend to go through during organizational change – from
shock and denial, to the point where we're fully invested in the new approach.
Principle 4: Communicate Change
Communication can be a make-or-break component of change management. The change that you want
to implement has to be clear and relevant, so people understand what you want them to do and why
they need to do it. But you also have to set the right tone, so that you get the emotional reaction you're
hoping for.
It's a good idea to link the changes that you're planning to your organization's mission or vision
statements . Not only will this help people to see how the change positively impacts the "bigger
picture," it will also provide them with an inspiring, shared vision of the future.
Also be sure to practice good stakeholder management . This will ensure that you give the right people
the right message, at the right time, to get the support that you need for your project.

EMOTIONAL INTELLIGENCE

We all have different personalities, different wants and needs, and different ways of showing our
emotions. Navigating through this all takes tact and cleverness – especially if we hope to succeed in
life. This is where emotional intelligence becomes important.
Emotional intelligence is the ability to recognize your emotions, understand what they're telling
you, and realize how your emotions affect people around you. It also involves your perception of
others: when you understand how they feel, this allows you to manage relationships more
effectively.

People with high emotional intelligence are usually successful in most things they do. Why?
Because they're the ones that others want on their team. When people with high emotional
intelligence send an email, it gets answered. When they need help, they get it. Because they make
others feel good, they go through life much more easily than people who are easily angered or
upset.

In his book titled "Emotional Intigence - Why It Can Matter More Than IQ" 1995, Daniel Goleman ,
an American psychologist, developed a framework of five elements that define emotional
intelligence:

Self-Awareness – People with high emotional intelligence are usually very self-aware . They
understand their emotions, and because of this, they don't let their feelings rule them. They're
confident – because they trust their intuition and don't let their emotions get out of control.

They're also willing to take an honest look at themselves. They know their strengths and
weaknesses, and they work on these areas so they can perform better. Many people believe that this
self-awareness is the most important part of emotional intelligence.

Self-Regulation – This is the ability to control emotions and impulses. People who self-regulate
typically don't allow themselves to become too angry or jealous, and they don't make impulsive,
careless decisions. They think before they act. Characteristics of self-regulation are thoughtfulness,
comfort with change, integrity , and the ability to say no.

Motivation – People with a high degree of emotional intelligence are usually motivated . They're
willing to defer immediate results for long-term success. They're highly productive, love a
challenge, and are very effective in whatever they do.

Empathy – This is perhaps the second-most important element of emotional

intelligence. Empathy is the ability to identify with and understand the wants, needs, and
viewpoints of those around you. People with empathy are good at recognizing the feelings of others,
even when those feelings may not be obvious. As a result, empathetic people are usually excellent
at managing relationships , listening , and relating to others. They avoid stereotyping and judging
too quickly, and they live their lives in a very open, honest way.

Social Skills – It's usually easy to talk to and like people with good social skills, another sign of high
emotional intelligence. Those with strong social skills are typically team players. Rather than focus
on their own success first, they help others develop and shine. They can manage disputes, are
excellent communicators, and are masters at building and maintaining relationships.

WHY EI? BENEFITS OF EI AT WORK PLACE

Every day we make emotionally charged decisions. We feel plan A is better than plan B and we
sometimes make choices based on our emotions or gut feelings. When we understand the origin
and source of these emotions, especially when working in a team, we are more at attuned to each
other. With globalization, emotional intelligence is more significant than ever when teams are
cross-cultural and global, increasing the complexity of interactions of emotions and how they are
expressed. Essentially, emotional intelligence in the workplaces comes down to understanding,
expressing and managing, good relationships and solving problems under pressure.

Better Team-Work

It’s undeniable that employees are able to work better on a team when they have higher emotional
intelligence. People with higher EQ communicate better with team members than those who are
not in tune with their emotional intelligence.

They share ideas and are open to others’ ideas. They are less likely to completely take control of a
situation and “run the show” on their own without thinking of others first.

These employees are more likely to trust their coworkers and value their ideas and input. They are
respectful and thoughtful as the group works together. This is an ideal situation for an employer.

Better Office Environment

Morale boosting is one of the many benefits of emotional intelligence in the workplace. When you
have an office full of a staff that gets along and respects one another, the company culture is bound
to be much stronger.

Suddenly, the workplace also becomes an area of enjoyment. Not only will staff members enjoy the
work they are doing, they will also enjoy the people with whom they do it with.

Office managers will see this ultimately reflected in other areas of business as well, such as
customer service. This positive customer service will result in happy customers. That’s a win-win
for everyone!

Adjustments Can Be Made Easier

It’s important for a company not to remain stagnant. By constantly focusing on self- and company
geared improvement, a business is bound to experience change.
Although employees likely know that changes within their company are happening based off of
what is needed or what is best for the business, however, they might not always welcome it with
open arms. We, as humans, have always struggled with change.

However, employees with high emotional intelligence adjust easily and often times, embrace the
change and grow alongside the company. This is a valuable personality trait that can be contagious
among the team.

More Self-Awareness

One of the benefits of emotional intelligence in employees is that it helps them understand their
own strengths and weaknesses. These employees are able to take feedback and use it in a positive
way to improve and grow as an individual.

Often times, managers will run into defensiveness when offering constructive and
necessary feedback to an employee. This alone can cause frustration and a halt in productivity.
Another problem leaders run into is employees not understanding their own limitations.

While emotionally intelligent people know themselves and what they are able to accomplish in a set
amount of time, others are more likely to overpromise and underdeliver.

Employees with a high emotional intelligence can learn from constructive criticism as well as
be aware of what they are able to do. These are incredibly valuable tools.

More Self-Control

People with high emotional intelligence know how to handle tough situations. In business, there
are bound to be situations that don’t always feel comfortable, particularly for a person that is acting
in a position of leadership.

A tough situation could be involving a client that is unhappy. Dealing with unhappy clients means
staying calm and positive, even if you don’t necessarily feel that way on the inside.

A tough situation could be a superior that is unhappy with your work. This creates a sense of
unease and embarrassment.

It could be a tough conversation with a subordinate, either involving disciplinary action or firing. In
situations like these, a person needs to be firm yet kind. A tough situation may even be a co-worker
that is posing a problem or offering a disagreement.

This means holding an understanding mind and remaining calm. If an employee is able to refrain
from an emotional outburst and remain calm in situations like these, it can result much better.
People who have a high EQ understand that acting in a negative, provocative, or irrational way will
escalate a situation unnecessarily. These employees can easily practice restraint and only reveal
their emotions when it’s appropriate…and even then, do so in a controlled manner.

Compassion

One of the greatest benefits of emotional intelligence, both within the workplace and in one’s
personal life, is the ability to maintain and display compassion for fellow humans. Compassion
allows a person to connect with others on an emotional level.

This can be a great benefit to an employer when their workers display compassion. Compassion can
be shared with a client that missed a payment due to a tough circumstance.

Compassion can be shown to a co-worker dealing with a personal issue and needing someone to
cover their responsibilities. Compassion can also be shown to leadership for the decisions they need
to make on a daily basis.

Time’s Managed Better

A leader has the right to expect that his or her employees meet deadlines. Depending on the
company, this can mean the difference between earning the dime or going hungry.

One of the greatest benefits of emotional intelligence in the workplace is that a leader doesn’t feel
the need to micromanage his or her employees. By hiring people displaying a high emotional
intelligence, he or she can be sure projects will be completed and deadlines will be met.

It’s simply that these people know how to prioritize tasks and get them done in a timely manner.
What a great feeling!

There’s More Motivation

Emotionally Intelligent individuals are optimistic and are always naturally working towards a goal,
whether personal, professional or both. These individuals have a growth mindset and
they persevere no matter the obstacles they face.

These employees are often times not motivated by external means, but rather are driven by their
inner ambition. People with high emotional intelligence work hard for the benefit of knowing they
completed the job successfully.

Leadership Capabilities

Companies are constantly searching for quality leadership, as they should. This type of leadership
makes a huge difference in productivity and profitability, allowing each employee to feel respected
and valued.
It makes sense, then, that business owners and hiring agents would seek out talent with high
emotional intelligence. These employees have empathy for others’ feelings and situations.

They have a proper understanding of human nature. Because of this, they have a positive effect on
their subordinates. They are able to be nurturing yet firm.

Better Professional Relationships Are Able to Form

One of the benefits of emotional intelligence is understanding others. People with high EQ know
what makes others tick. They are able to hone into what others like and don’t like.

This helps a relationship, professional or otherwise, grow and develop into a strong, solid one.
Having high emotional intelligence also allows a person to be very tuned in to body language and
facial expressions of the people with whom they are communicating.

EI Quadrant Descriptors

Self-Awareness.

Description. The core of Emotional Intelligence is self-awareness. Self-awareness is comprised of

three competencies; emotional self-awareness, where you are able to read and understand your
emotions as well as recognise their impact on work performance and relationships; accurate
self-assessment, where you are able to give a realistic evaluation of your strengths and limitations;
and self-confidence, where you have a positive and strong sense of one’s self-worth. The starting
point and key in these areas is the ability to be critically self-reflective.

Self-Management

Description. Self-management is comprised of five competencies; Self-control, which is keeping

disruptive emotions and impulses under control; transparency, which is maintaining standards of
honesty and integrity, managing yourself and responsibilities; and adaptability, which is the
flexibility in adapting to changing situations and overcoming obstacles; achievement orientation,
which is the guiding drive to meet an internal standard of excellence; and initiative, which is the
readiness to seize opportunities and act.

Social Awareness

Description. Social Awareness is comprised of three competencies; empathy, which is

understanding others and taking an active interest in their concerns; organisational awareness,
which is the ability to read the currents of organisational life, build decision networks and navigate
politics; and service orientation, which is recognising and meeting customers needs.The adaptable,
success-oriented type.

Relationship Management

Description. The Social cluster of Relationship Management is comprised of seven competencies;

visionary leadership, which is inspiring and guiding groups and individuals; developing others,
which is the propensity to strengthen and support the abilities of others through feedback and
guidance; influence, which is the ability to exercise a wide range of persuasive strategies with
integrity, and also includes listening and sending clear, convincing and well-tuned messages;
change catalyst, which is the proficiency in initiating new ideas and leading people in a new
direction; conflict management, which is resolving disagreements and collaboratively developing
resolutions; building bonds, which is building and maintaining relationships with others; and
teamwork and collaboration, which is the promotion of cooperation and building of teams.
How to Improve Your Emotional Intelligence

The good news is that emotional intelligence can be learned and developed. As well as working on
your skills in the five areas above, use these strategies:

Observe how you react to people. Do you rush to judgment before you know all of the facts? Do you
stereotype? Look honestly at how you think and interact with other people. Try to put yourself in
their place , and be more open and accepting of their perspectives and needs.

Look at your work environment. Do you seek attention for your accomplishments? Humility can be
a wonderful quality, and it doesn't mean that you're shy or lack self-confidence. When you practice
humility, you say that you know what you did, and you can be quietly confident about it. Give
others a chance to shine – put the focus on them, and don't worry too much about getting praise for
yourself.

Do a self-evaluation. Try out our emotional intelligence quiz . What are your weaknesses? Are you
willing to accept that you're not perfect and that you could work on some areas to make yourself a
better person? Have the courage to look at yourself honestly – it can change your life.

Examine how you react to stressful situations. Do you become upset every time there's a delay or
something doesn't happen the way you want? Do you blame others or become angry at them, even
when it's not their fault? The ability to stay calm and in control in difficult situations is highly
valued – in the business world and outside it. Keep your emotions under control when things go
wrong.

Take responsibility for your actions. If you hurt someone's feelings, apologize directly – don't
ignore what you did or avoid the person. People are usually more willing to forgive and forget if you
make an honest attempt to make things right.

Examine how your actions will affect others – before you take those actions. If your decision will
impact others, put yourself in their place. How will they feel if you do this? Would you want that
experience? If you must take the action, how can you help others deal with the effects? Take time to
think before making any work-related decisions. Often, emotions interfere with the ability to
consider all options, so keep your cool and give yourself some time to think.

Develop active listening skills. They involve asking questions, showing attention, and providing
feedback to the other person.

Try viewing situations from the point of view of others. It would be an excellent first step toward
finding a common ground between two opposing points.
Try to maintain a positive attitude. Focus on what you love and build your intrinsic motivation, and
you’ll become more optimistic.
Personal Branding

What do you want to be known for?

If someone mentions your name, business, or brand what do you want them to say?

Some people can answer this question in a matter of seconds, while it may take others a
lifetime to figure out.

Let me start by stating that personal branding isn't just for someone who owns a business.

Personal branding is also essential for any influencer, business coach, or person who wants to
share their story with the world.

Whether you want to be known as the G.O.A.T. of entrepreneurs, the most entertaining
speaker, or as the person who spends their life volunteering and giving back to their
community, there is no wrong answer.

If you want to make an impact in the world, creating a branding strategy is definitely the
place to begin.

I want to start by going over the personal branding definition - then dive deeper into the
importance of having a personal brand online, talk about some personal branding
tips and personal branding examples.

Most people define personal branding with a name and logo, but there's so much more to it
than that.

So, What Is Personal Branding?

Personal branding is the practice of marketing people and their careers as brands.

It is an ongoing process of developing and maintaining a reputation and impression of an

individual, group, or organization.

Whereas some self-help practices focus on self-improvement, personal branding defines

success as a form of self-packaging.

Your personal brand is how you promote yourself.

It is the unique combination of skills, experience, and personality that you want
your followers to see.

It is the telling of your story, and the impression people gain from your online reputation.

3 Personal Branding Tips & Examples

1. Create Content with a Purpose

Many marketers will tell you the best way to attract more people and buyers to your personal
brand is to create and share new content all the time.

They'll tell you to create more videos and write more blog posts, and eventually you'll grow
into an influential brand and reach the KPI's you have in place.

We've seen that strategy fail time and time again.

That's also one of the biggest and most common complaints we hear from businesses and
brands of all sizes - they spent all of this time creating new content, but no one ever saw it or
engaged with it, which is a huge missed opportunity.

Sure, every business and influencer will have to create new content at some point, but you
don't want to get in the habit of creating new content to check it off your to-do list or to waste
your time filming a video for three weeks if you only get five people to watch it.

What works better is when you have a content strategy and budget in place to promote the
content you already have (as long as it still aligns with your vision and goals).

We need to get more people to see and engage with the content that's already out there.

2. Be Consistent, Show Up & Serve

When building a personal brand, it is important that your social media channels are consistent
across every platform, visually appealing, and represent the type of influential person you
want to be.

Gary V is an excellent example of someone who shows up, is consistent, and serves his
audience in various ways.

No matter which social media channel you look him up on, you will see an overload of free
content about side hustles and grinding nonstop until you reach your goals.

He found a niche where he could offer something valuable to the people and then became the
most influential and authoritative thought leader in that space.

He serves his audience every day by giving them free content and does it without asking for
anything in return.

That is what we are missing from most influencers and brands today.

Whatever niche you chose to be in, stick to it, and be consistent.

If you want to be recognized as an authoritative figure in the hustle and grind space, the
majority of what you post online should be about that.

Try to avoid confusing your audience by being overly opinionated about a variety of topics.

3. Find a Unique Selling Proposition

You have to find what is unique and special to your brand that will make you stand out from
the competition.

Here is an example of one of the most iconic brands in history that had great success with
personal branding.

Coca-Cola was one of the first businesses to incorporate personal branding into their
marketing strategy and campaigns.

They were one of the first brands to focus on brand personality and emotional advertising.

The brand created an identity that's built around values of joy, experience, community, and
happiness. They created a brand that showed people the type of lifestyle that they wanted to
be associated with.
CRISIS MGT & CONFLICT RESOLUTIONS:

Crisis management refers to the identification of a threat to an organization and its

stakeholders in order to mount an effective response to it. Crisis management is the
process by which an organization deals with a disruptive and unexpected event that
threatens to harm the organization or its stakeholders. The study of crisis management
originated with large-scale industrial and environmental disasters in the 1980s.It is
considered to be the most important process in public relations. Three elements are
common to a crisis: (a) a threat to the organization, (b) the element of surprise, and (c)
a short decision time.
Crisis management is a situation-based management system that includes clear roles
and responsibilities and process related organizational requirements company-wide.
The response shall include action in the following areas: Crisis prevention, crisis
assessment, crisis handling and crisis termination. The aim of crisis management is to
be well prepared for crisis, ensure a rapid and adequate response to the crisis,
maintaining clear lines of reporting and communication in the event of crisis and
agreeing rules for crisis termination.
The techniques of crisis management include a number of consequent steps from the
understanding of the influence of the crisis on the corporation to preventing,
alleviating, and overcoming the different types of crisis.
Crisis management consists of different aspects including:

● Methods used to respond to both the reality and perception of crisis.

● Establishing metrics to define what scenarios constitute a crisis and should
consequently trigger the necessary response mechanisms.
● Communication that occurs within the response phase of emergency-management
scenarios.

Crisis-management methods of a business or an organization are called a

crisis-management plan. A British Standard BS11200:2014 provides a useful
foundation for understanding terminology and frameworks relating to crisis, in this
document the focus is on the corporate exposure to risks in particular to the black
swan events that result in significant strategic threats to organizations. Currently there
is work on-going to develop an International standard.
A crises mindset requires the ability to think of the worst-case scenario while
simultaneously suggesting numerous solutions. Trial and error is an accepted
discipline, as the first line of defense might not work. It is necessary to maintain a list
of contingency plans and to be always on alert. Organizations and individuals should
always be prepared with a rapid response plan to emergencies which would require
analysis, drills and exercises.
The credibility and reputation of organizations is heavily influenced by the perception
of their responses during crisis situations. The organization and communication
involved in responding to a crisis in a timely fashion makes for a challenge in
businesses. There must be open and consistent communication throughout the
hierarchy to contribute to a successful crisis-communication process.
TYPES OF CRISIS:

Crisis refers to sudden unplanned events which cause major disturbances in the
organization and trigger a feeling of fear and threat amongst the employees
Following are the types of crisis:
Natural Crisis

▪ Disturbances in the environment and nature lead to natural crisis.

▪ Such events are generally beyond the control of human beings.
▪ Tornadoes, Earthquakes, Hurricanes, Landslides, Tsunamis, Flood,
Drought all result in natural disaster.

Technological Crisis

▪ Technological crisis arises as a result of failure in technology.

Problems in the overall systems lead to technological crisis.
▪ Breakdown of machine, corrupted software and so on give rise to
technological crisis.

Confrontation Crisis

▪ Confrontation crises arise when employees fight amongst themselves.

Individuals do not agree to each other and eventually depend on non
productive acts like boycotts, strikes for indefinite periods and so on.
▪ In such a type of crisis, employees disobey superiors; give them
ultimatums and force them to accept their demands.
▪ Internal disputes, ineffective communication and lack of coordination
give rise to confrontation crisis.

Crisis of Malevolence

▪ Organizations face crisis of malevolence when some notorious

employees take the help of criminal activities and extreme steps to
fulfill their demands.
▪ Acts like kidnapping company’s officials, false rumours all lead to
crisis of malevolence.

Crisis of Organizational Misdeeds

▪ Crises of organizational misdeeds arise when management takes

certain decisions knowing the harmful consequences of the same
towards the stakeholders and external parties.
▪ In such cases, superiors ignore the after effects of strategies and
implement the same for quick results.
Crisis of organizational misdeeds can be further classified into following three
types:
Crisis of Skewed Management Values

▪ Crisis of Skewed Management Values arises when management

supports short term growth and ignores broader issues.

Crisis of Deception

▪ Organizations face crisis of deception when management purposely

tampers data and information.
▪ Management makes fake promises and wrong commitments to the
customers. Communicating wrong information about the organization
and products lead to crisis of deception.

Crisis of Management Misconduct

▪ Organizations face crisis of management misconduct when

management indulges in deliberate acts of illegality like accepting
bribes, passing on confidential information and so on.

Crisis due to Workplace Violence

▪ Such a type of crisis arises when employees are indulged in violent

acts such as beating employees, superiors in the office premises itself.

Crisis Due to Rumours

▪ Spreading false rumours about the organization and brand lead to

crisis. Employees must not spread anything which would tarnish the
image of their organization.

Bankruptcy

▪ A crisis also arises when organizations fail to pay its creditors and
other parties.
▪ Lack of fund leads to crisis.

Crisis Due to Natural Factors

 ▪ Disturbances in environment and nature such as hurricanes, volcanoes,
storms, flood; droughts, earthquakes etc result in crisis.

Sudden Crisis

▪ As the name suggests, such situations arise all of a sudden and on an

extremely short notice.
▪ Managers do not get warning signals and such a situation is in most
cases beyond any one’s control.

Smoldering Crisis

▪ Neglecting minor issues in the beginning lead to smoldering crisis

later.
▪ Managers often can foresee crisis but they should not ignore the same
and wait for someone else to take action.
▪ Warn the employees immediately to avoid such a situation.

Crisis Management Model:

Diagnosis of Crisis:
The first stage involves detecting the early indicators of crisis. It is for the
leaders and managers to sense the warning signals of a crisis and prepare the
employees to face the same with courage and determination. Superiors must
review the performance of their subordinates from time to time to know what
they are up to.
The role of a manager is not just to sit in closed cabins and shout on his
subordinates. He must know what is happening around him. Monitoring the
performance of the employee regularly helps the managers to foresee crisis
and warn the employees against the negative consequences of the same. One
should not ignore the alarming signals of crisis but take necessary actions to
prevent it. Take initiative on your own. Don’t wait for others.
Planning:
Once a crisis is being detected, crisis management team must immediately
jump into action. Ask the employees not to panic. Devise relevant strategies to
avoid an emergency situation. Sit and discuss with the related members to
come out with a solution which would work best at the times of crisis. It is
essential to take quick decisions. One needs to be alert and most importantly
patient. Make sure your facts and figures are correct. Don’t rely on mere guess
works and assumptions. It will cost you later.
Adjusting to Changes:
Employees must adjust well to new situations and changes for effective
functioning of organization in near future. It is important to analyze the causes
which led to a crisis at the workplace. Mistakes should not be repeated and
new plans and processes must be incorporated in the system.
CONFLICT RESOLUTION:
Conflict resolution is the process by which two or more parties reach a peaceful
resolution to a dispute.

In the workplace, there can be a variety of types of conflict:

● Conflict may occur between co-workers, or between supervisors and

subordinates, or between service providers and their clients or customers.
● Conflict can also occur between groups, such as management and
the labor force, or between whole departments.

The Conflict Resolution Process:

The resolution of conflicts in the workplace typically involves some or all of

the following processes:

1. Recognition by the parties involved that a problem exists.

2. Mutual agreement to address the issue and find some resolution.
3. An effort to understand the perspective and concerns of the opposing
individual or group.
4. Identifying changes in attitude, behavior, and approaches to work by both
sides that will lessen negative feelings.
5. Recognizing triggers to episodes of conflict.
6. Interventions by third parties such as Human Resources representatives or
higher level managers to mediate.
7. A willingness by one or both parties to compromise.
8. Agreement on a plan to address differences.
9. Monitoring the impact of any agreements for change.
10. Disciplining or terminating employees who resist efforts to defuse conflicts.

Types of Conflict Resolution Skills

Assertiveness:

A supervisor might take the initiative to convene a meeting between two employees
who have engaged in a public dispute. An employee might seek out a person with
whom they're having conflict to suggest working together to find ways to co-exist
more peacefully.

● Articulate
● Balanced Approach
● Candor
● Decisive
● Delegation
● Fact-Based
● Fair
 ● Firm
● Leadership
● Manages Emotions
● Management
● Negotiating
● Sociable
● Voices Opinions
● Problem-Solving
● Self-Control
● Stress-Management

Interviewing and Active Listening:

A Human Resources representative might have to ask questions and listen carefully to
determine the nature of a conflict between a supervisor and a subordinate.

● Articulate
● Attentiveness
● Conscientiousness
● Considerate
● Empathy
● Encouraging
● Intuitive
● Listening
● Negotiation
● Nonverbal Communication
● Persuasion
● Predicting
● Presentation
● Professional
● Relationship Building
● Respectful
● Sense of Humor
● Sincere
● Sociable
● Understanding
● Verbal communication

Empathy:

A mediator might encourage empathy by asking employees in conflict to each

describe how the other might be feeling and thinking, and how the situation might
look to the other party.

● Asking for Feedback

● Building Trust
● Compassion
● Inclusion
● Giving Feedback
● Handling Difficult Personalities
 ● Managing Emotions
● High Emotional Intelligence
● Identifying Nonverbal Cues
● Recognizing Differences
● Understanding Different Viewpoints
● Interpersonal
● Patience
● Personable
● Self-Awareness
● Self-Control
● Trustworthy
● Welcoming Opinions

Facilitation:

Managers of rival departments might facilitate a joint brainstorming session with their
teams to generate solutions to ongoing points of conflict. Group facilitation
techniques can also be used to avoid triggering conflict during group
decision-making, in the first place.

● Brainstorming
● Collaboration
● Conflict Management
● Diplomatic
● Ethical
● Humble
● Influential
● Insightful
● Intuitive
● Listening
● Organized
● Patience
● Perceptive
● Planning
● Practical
● Realistic
● Reflective
● Teamwork

Mediation:

A supervisor might guide subordinates who are in conflict through a process

to identify mutually agreeable changes in behavior.

● Assertive
● Compassionate
 ● Decision Making
● Emotional Intelligence
● Empathy
● Honesty
● Impartial
● Insightful
● Leadership
● Measured
● Patience
● Problem Solving
● Professional
● Psychology Background
● Rational Approach
● Respect
● Understanding
● Transparency

Creative Problem Solving:

A supervisor might redefine the roles of two conflict-prone staff to simply eliminate
points of friction. Creativity can also mean finding new win/win solutions.

● Brainstorming Solutions
● Conflict Analysis
● Collaborating
● Critical Thinking
● Convening Meetings
● Creativity
● Critical Thinking
● Decision Making
● Designating Sanctions
● Fair Resolution
● Goal Integration
● Monitoring Process
● Nonverbal Communication
● Problem Solving
● Restoring Relationships
● Sense of Humor
● Verbal Communication

Accountability:

A supervisor might document conflict-initiating behaviors exhibited by a chronic

complainer as preparation for a performance appraisal. In this way, the supervisor
helps establish accountability, since the employee can no longer pretend the problem
isn’t happening.

● Adaptable
● Collaboration
● Delegation
 ● Driven
● Dynamic
● Flexible
● Focus
● Follow-through
● Honesty
● Integrity
● Leadership
● Motivation
● Organized
● Planning
● Results-Oriented
● Visionary
● Trustworthy
● Versatile

Examples of Conflict Resolution Skills

● Assertiveness by a supervisor who convenes a meeting between two

employees who have engaged in a public dispute.
● Interviewing and active listening skills utilized by a human resources
representative to define the nature of a conflict between a supervisor and
subordinate.
● A supervisor encouraging empathy by asking opposing employees to describe
how the other might feel in conflict situations.
● Managers of rival departments facilitating a brainstorming session with their
staffs to generate solutions to ongoing points of conflict.
● Mediation skills by a supervisor who helps rival subordinates to identify
mutually agreeable changes in behavior.
● A co-worker seeking out a rival and suggesting that she would like to find a
way to co-exist more peacefully.
● Creativity and problem-solving by a supervisor who redefines roles of two
conflict-prone staff to eliminate points of friction.
● Accountability established by a supervisor who documents conflict initiating
behaviors exhibited by a chronic provocateur on his performance appraisal.

What is Cross-Cultural Communication?

Cross-Cultural Communications deal with the exchange of information between
people belonging to different cultures. It is not necessary for the exchange of words to
be successful or not. Even if both the parties are trying to attempt the same, it will be
considered as Cross-Cultural Communication.
Several negotiations take place across cultures using the actions and other sign
languages due to the absence of a common language. The exchange of knowledge is
the priority rather than focusing on other aspects.

Every typical person has a style of communication that signifies the culture he or she
belongs to. There is no doubt that we all come across a cross-culture situation where
we need to establish a meaningful conversation. Most people often find a need for
communication across cultures during their working hours.

It is commonly observed that the workplace usually consists of people having

different cultures and backgrounds. This significantly increases the need to prevent a
predictable clash between their thoughts and the way of approach.

Cross Culture Communication is expected to reduce these conflicts to promote

harmony among the employees. The main goal is to transfer the correct message,
followed by an accurate response. Any misleading situation should be prevented, and
the communication level should be preferable by both sender and receiver.

What is the importance of Cross-Cultural Communication?

Now you must be wondering that why was there a need to introduce Cross-Cultural
Communication at the workplace.

Different cultural ways give people different ways of thinking, analyzing, hearing,
accepting, interpreting different things. – This means the same words or gestures in
the United States will mean different things to people associated with other cultures.

At the time of globalization, communication across cultures falls within the larger
field of communication studies around the world. From businesses to universities to
schools, the application of cross-cultural communication along with foreign language
education is gaining prevalence amongst people from different societal, cultural, or
national setups.

In this section, we will throw some light upon different ways cross-cultural
communication can let you communicate effectively

1. Better Progress

Every industry is dependent on its employees for better progress and more
profit-earning sources. It is quite understood that Cross-Cultural Communication
directly influences the relationship between the managers and the employees.

Moreover, the employees are more comfortable while communicating with each other
during the project. Hence, a hike in the progress chart of business can be observed in a
short while, as it lets employees communicate effectively across cultures despite their
cultural differences.

2. Cultural Influence
There is no doubt that cultures play a vital role in determining how we talk with one
another. In case there is an absence of harmony and a sense of equality due to cultural
backgrounds, it can lead to a chaotic situation. The organization will not be able to
manage all its employees under the same roof. Cross-Cultural Communication solves
this issue and enhances the productivity of the members.

3. Management

Cross-Cultural Communication can be quite beneficial in situations where the

business is spread across various parts of the globe. Surely, all the employees working
there will belong to different cultures and religions.

The company executives will develop some benchmarks for all of the team. Each
member would have to act the same and treat everyone with equality. Any
discrimination based on culture should be prohibited.

Factors affecting Cross-Cultural Communication

Different factors that might affect such a form of communication are-

1. Interpretation of Time

Different cultures for example Chain and Japan consider punctuality very important,
and if someone is not on time, they might find it annoying or humiliating, while on
the other, in the cultures of the Middle East and South America, time would not be of
that much importance.

2. Interpretation of Space

The personal space of one culture might also differ drastically from another culture.
Some of the countries consider it respectful maintaining space while greeting or
meeting, while some other countries may not find it that crucial.

3. Non-verbal Communication

One culture might value content more than context and they are low-context cultures.
In such a culture, written words are valuable than oral words. On the other hand,
nations or groups with high-context cultures value context more than the written
content. Such cultures pay more heed to the non-verbal signs more than the language.

How to improve Cross-Cultural Communication?

There is no way to overcome the problem of communication in a company other than
to improve Cross-Cultural Communication. As mentioned earlier, it has significant
importance in every sector with a need for communication.

No matter whether you are a part of the market of the makers, you need an established
communication system. Many people are not sure about the ways to tackle this
problem and end up destroying their professional relation.

Thus, we bring you some of the finest methods that will help you to improve your
overall Cross-Cultural Communication skills.

1. Prefer Meaningful Conversation

It is a known fact that all the conversations made during office hours are quite
important. The company looks forward to promoting more meaningful conversations
between the employees. The same situation holds valid even during Cross-Cultural
Communication.

People with different backgrounds are not comfortable enough to share a word
between them. This is not an ideal way to move further or even initiate a
conversation. You have to talk to the employees who belong to another culture and get
to know them. Of course, this practice can’t be implemented overnight and will take
some time. But the result would be favorable for both the employees, as well as for
the business.

2. Avoid Signaling

This point might not be a big issue, but still, several people don’t like someone
signaling them, especially the ones from a different culture. The regular use of any
non-verbal communication channels can offend people. Instead, open a direct
communication account with them. For instance, people from America find it normal
to point at something for a reference or direction. At the same time, other countries
like Japan are not comfortable in making the same gesture. They find it to be
disrespecting their culture and use the hand instead of the finger.

3. Awareness

In case you are someone who has to deal with people under the Cross-Cultural
Communication system, it is better to know them first. There is nothing bad in asking
about their culture rather than to create trouble in the later stages.

You should have the basic knowledge about their background and have a personal
overview of the same. The organization should focus on these aspects and make
arrangements for group discussion. This will enhance the communication skills
among the employees, and they will understand each other’s sentiments.

Sources of Miscommunication

1. Assumption of similarities
This misconception lets one develop the understanding that how he or she behaves,
thinks, or acts is also accepted and perceived around the world in the same manner.
This way of thinking impeds us to understand other’s context and we may have
negative views about those who differ from us.

2. Language Differences

Such misconceptions occur when people interacting with each other do not speak the
same language. Even in some of the cases, words being spoken in the same language
have a different meaning in another context that might cause differences in
understanding.

3. Nonverbal Misinterpretation

This form of misconception arises when the meaning of nonverbal signals different in
different cultures. Body language, gestures, eye contact, postures, etc. play role in this
context for instance nodding the head is YES in some cultures while No in some other
cultures.

4. Preconceptions and Stereotypes

Having some sorts of prejudices, xenophobic tendencies, or stereotypes about

language, etc also cause differences in understanding. Some preconceptions about a
few nonverbal signals may also cause issues. Assuming a fixed set of characteristics
that you do not like from all members of a group cause such misconceptions and
differences.

5. Tendency to evaluate

Analyzing others’ tendencies, communication, verbal or nonverbal ways of speaking

may also be one of the key reasons behind misconceptions

6. High anxiety

Being highly anxious while interacting with people of a different culture may also
create a confusing world around you that will cause misconceptions. When you delve
into the world anxious through the process, it hampers your natural understanding.
Your verbal as well as nonverbal signals will also not support you

PERSUASION N NEGOTIATION SKILLS

Negotiation is a dialogue between two parties to resolve conflicts or issues so that

both parties find the solution acceptable. Usually, it is a compromise involving give
and take. Negotiation results when each party compromises to resolve a conflict for
everyone's benefits. In the workplace, negotiations may take place between managers,
departments, colleagues or between a team member and a manager. Even before you
join the workplace, you may negotiate the job offer with the interviewer or HR
manager.

What are negotiation skills?

Negotiation skills are inherent qualities that help two or more parties agree to a
common logical solution. In the workplace, you may have to display your negotiating
skills in various situations such as:

Negotiating a salary hike with the HR manager after promotion

●
●

Negotiating a project deadline with your team lead or manager

●
●

Negotiating few days off for a family holiday with your manager

●
●

Negotiating contract terms with a potential customer

Lack of negotiation skills affects the business bottom line and could ruin customer
relationship. Negotiation skills are soft skills and essential to become a negotiator and
resolve workplace conflicts.

However, this skill set depends on the work environment, the parties involved and
outcome desired. Often, when one party is ready for reaching a compromise, the other
party may be resistant. This makes negotiation difficult and you are likely to
encounter such situations in the workplace. That is why you need to master your
negotiation skills.

Benefits of negotiation skills

Negotiation is a coveted leadership skill which helps businesses reach their business
objective. Here are a few reasons negotiation skills are essential in the workplace:
 ●

Builds a relationship: Despite the difference in opinion, negotiation skills

help strike a solution and focus more on creating goodwill and value. This
builds a long-term relationship.

●
●

Delivers excellent solutions: Good negotiation skills ensure that solutions to

the conflicts are not short-term. It focuses on creating long-lasting solutions
because both parties make a concession only when the solution is satisfactory.

●
●

Avoids future conflicts: As both parties agree to a common solution, the

chances of future conflicts reduce to a great extent.

●
●

Create an environment of business success: Good negotiation skills ensure

the accomplishment of business goals, which creates an environment of
business success. This also increases the chances of future business
transaction.

Examples of negotiation skills

Here are a few examples of negotiation skills that can make you an excellent
negotiator at the workplace:

Communication

Communication is the backbone of negotiation. The way you communicate decides

the fate of the negotiation. It involves identifying the nonverbal cues, using the right
words and expressing your thoughts in a compelling and engaging way. Without being
verbose, you need to communicate the right message to the party. Often, negotiators
are active listeners that help them understand the other party's message. A healthy
conversation ensures a mutually beneficial deal and avoids misunderstanding that
could prevent the parties from reaching a compromise.

Communication Skills: Definitions and Examples

Strategizing
There may be instances where the other party disagree with the solution you provide.
Good negotiators often come with one or more backup plans. Consider all solutions to
the problem before entering a negotiation. For example, when negotiating your salary,
the HR manager may refuse to increase your dearness allowance (DA). Instead of
focusing on the DA, you could ask for better retirement or gratuity benefits.

Planning

Proper planning before the negotiation ensures you know the long-term consequences
of the negotiation terms. Planning comes in handy during the negotiation process and
ensures the successful execution of the decision.

Persuasion

Successful negotiators can influence other parties. Unless you possess the persuasion
skills, it becomes difficult to justify how your solution will benefit both parties. Your
persuasion skills decide whether the other party agrees to your solution.

Listening

Active listening is the key to a successful negotiation as it ensures that you listen to
the other party and understand what they are trying to say. Also, with active listening,
you do not miss out on crucial information, which builds trust and helps reach a
consensus faster.

Problem-solving

Most negotiations occur to find a solution to an issue. With excellent problem-solving

skills, you propose viable and intelligent solutions that are beneficial for both parties.

Problem-Solving Skills: Definitions and Examples

Emotional intelligence

The ability to control and manage your emotions and deal with the other party's
emotions differentiates a successful negotiator from an unsuccessful one. People high
on emotional intelligence (EI) can accurately perceive and express their emotion,
recognise others' emotions and use these emotions to facilitate solutions.

Types of negotiation strategies

The negotiation strategies or approaches to negotiation you use depends on your

situation. Most workplace negotiation are "win-lose" or "win-win". Here are 4 types
of negotiation strategies:
Distributive negotiation

It is also sometimes called "hard bargaining" because both parties argue over a single
conflict. Distributive negotiation is a win-lose strategy because each party considers
that their loss would benefit the counterparty. For example, when purchasing a SaaS
tool, you may not want to lower the price as it would cause financial loss, whereas
your customer feels you are overcharging them for your product by not giving
discounts.

Integrative negotiation

It is also sometimes called "interest-based bargaining" because it asserts that both

parties can gain something and create value by offering trade-offs. This is a win-win
strategy because the negotiation creates mutual gains for both parties. For example,
when purchasing a SaaS tool, you quote the price as ₹ 2,000 per month, but the
customer is adamant about paying only ₹1,600 per month. Both you may negotiate
₹1,800 per month price. It is a win-win situation because both parties win ₹ 200 per
month.

Negotiation with coworkers

Your job may require working closely with different departments and without strong
negotiation skills, it might be difficult for you to reach your goals. For example, when
working as a software developer, a test automation engineer may flag a part of your
code as a critical error. When you negotiate with the automation engineer, you both
agree that the error is no longer valid because of the product's changed functionality.
As a result, you develop a plan to ensure such instances do not happen again.

Negotiation with management

One of the most challenging types of negotiation is with your manager or senior
management. Often, you negotiate with such senior-level people for your job duties
and salary benefits. This is a crucial workplace negotiation because your job
satisfaction depends on it. Therefore, when negotiating about your salary and other
perks, be clear and polite with what you expect.

Tips to improve your negotiation skills

As negotiations skills are paramount in every business, you need to hone these skills
continually. Here are a few important tips to improve your negotiation skills:

Prepare for the negotiation

Enter a negotiation only after you know what you want and how willing you are to
compromise to resolve the conflict.

Be ready to compromise

Without compromise, it is impossible to reach a common consensus that is beneficial

for both parties. Leave your ego behind when negotiating at the workplace and be
ready to compromise on best fit terms.

Set a timeline

Without setting a timeline, a negotiation may go on for months or years. Setting a

deadline or timeline motivates the parties to reach a compromise before the deadline.

Offer multiple solutions

If a conflict is solvable in more than one way, it makes sense to present all the
possible solutions at the beginning of a negotiation. This saves time and increases the
probability of both parties choosing one solution of their preferred outcome.

Speak with confidence

Negotiation is not about what you say; it is more about how you say. Therefore, it is
imperative to speak confidently to make the other party believe that your solution is
beneficial. Lack of confidence and self-assurance could result in negotiation terms
that are more beneficial for the other party.

Learn to accept failures

Often, when both parties' requirements are a world apart, reaching a compromise
becomes difficult. You may fail at negotiation but never take this failure personally.
Instead, accept it and revisit the entire negotiation to understand ways to improve your
efforts.

Work on your weakness

Your planning, communication, persuasion, problem-solving and listening skills will

always complement your negotiation skills. So, it becomes essential to sharpen these
skills. If you lack the power of persuasion or find it difficult to listen to others, you
should work on these weaknesses to improve your negotiation skills.

Practise negotiation

One of the best ways to improve your negotiation skills is by practising. Create a
mock negotiation scenario and practise it with your family or friends. The more you
practise, the better negotiator you will become.
WORK LIFE BALANCE:

Work life balance is a method which helps employees of an organization to balance

their personal and professional lives. Work life balance encourages employees to
divide their time on the basis on priorities and maintain a balance by devoting time to
family, health, vacations etc. along with making a career, business travel etc. It is an
important concept in the world of business as it helps to motivate the employees and
increases their loyalty towards the company.

Working on a job for a company and making a career can be an extremely time
consuming duty for any employee. Employees are busy at their offices throughout the
day and sometimes even on weekends. This gives them very little time to interact with
their family. Because of high pressure of work, often family members get neglected.
Also, stressful jobs cause the health of employees to deteriorate. This is where work
life balance come into the picture. Work life balance concept allows an employee to
maintain a fine balance in the time he or she gives to work as well as to personal
matters. By having a good balance, people can have a quality of work life.

This helps to increase productivity at workplace as the employee is relaxed about his
personal commitments. It also allows the employee to give quality time with family to
spend vacations, leisure time, work on his/her health etc. Hence work life balance is
extremely important for employees and increases their motivation to work for the
company.

Steps to improve work life balance:

There are specific guidelines to how an individual can maintain a proper work life
balance, some of which are:
1. Creating a work leisure plan
Where an individual has to schedule his tasks, and divide time appropriately so that he
has allocated appropriate time to his work and his career development goals and at the
same time allotted time for leisure and personal development. Employees also use a
compressed work week plan to build a balance.
2. Leaving out activities that waste time and energy
Individual should judiciously avoid wasteful activities which demand large time and
energy and in return not produce output for either the work life or the leisure life.
Effective time management can help an employee be less stressed.
3. Outsourcing and Delegating work
Delegate or outsource time consuming work to other individuals. It serves two
purposes, first the work gets done and the other is person can focus on other things
which may align more with skills and knowledge and may be less stressful.
It also helps grooming the other employees.
4. Set enough time for relaxation
Relaxation provides better work life balance, and tends to improve productivity on the
professional or the work front along with providing ample scope to develop the life
part of the balance.
5. Prioritizing work
Often employees do not give priority to work and end up doing a lot of work at the
last minute. Better planning can help employees save unnecessary time delays, which
can be utilized by employees for personal work

Benefits of work life balance

There are several advantages of work life balance. Some of them are listed below:
1. Work life balance increases the motivation of employees and helps them perform
better at job
2. It helps people to relieve their stress as they can spend leisure time with their near
and dear ones
3. Companies can maximise productivity from an employee who is rejuvenated and
refreshed as compared to a over worked employee
4. Healthy lifestyles can be maintained by having a work life balance. This includes a
good diet, regular exercises etc.
5. Employees who are highly motivated can help the business grow as they are more
attached to their job and careers
 Corporate Grooming:

1. Personal Hygiene:
Personal hygiene includes self-upkeep and maintenance. This includes many
aspects of self-discipline, habits and daily chores.

1.1. Need & importance

Personal hygiene is the essence of all basic grooming requirements.
Grooming has its roots embedded in it. It is important as it helps one to
establish himself / herself the required self-confidence, positivity, and body
language.

1.2. Daily bath

It is important to have daily bath. As per survey conducted by the Times
Group, it was seen that 1 out f 4 men admitted to not having a bath on
daily basis. Daily bath keeps oneself clean and raises huge confidence. It
keeps away body odor and takes away tiredness and boredom. One
should:
● Use a good quality soap – check for skin types and requirements
● An antibacterial soap is preferred
● Use medicated soap if necessary (with the advice of a
dermatologist)
● Use the soap effectively – cover all body parts well and scrub with a
body scrub (advised)

1.3. Dental Care

Brushing teeth twice daily is the very basic of dental care, but that is the
minimum that needs to be done. Some other important aspects to
investigate are:
● The toothpaste used – any toothpaste is suggested provided it has
fluoride
● Gums and teeth whitening is not the job of a toothpaste
● Any toothbrush is good enough to have brushing done effectively.
Make sure the procedure is done for at-least 3 – 4 minutes by
covering all teeth and all angles in brushing
● Use a dental floss whenever necessary – as toothbrushes may not
be able to remove all the plague / foreign material in the teeth
● It is advised to people in public speaking to carry a mouth wash or
mint spray (regular sips of water can help mouth wet and keep
away dryness responsible for bad breath)
● Professional teeth cleaning at-least once in 6 months is also
advised to people in public spaces

1.4. Nail care

 Fingers and fingernails are another important part of the body that play a
very important role in communication. Let it be a exchange of commodity
like a pen or even stirring a coffee in a one on one meeting in a coffee
shop or it may be a presentation, the fingers always attract attention.
● Keep the finger nails clean and trimmed
● Look for signs like fungus or cracks in the nails – may indicate
medical conditions and would require attention of an expert
● Do get manicure done to improve the appearance of the fingernails
● Women, if covering nails with nail paint, the nails should be fully
covered (nail paint should not be chipped off)
● Men & women who have non-glossy nails (those which attract dust
and dirt and look unclean) should cover nails with colorless nail
paints

1.5. Body odor

Body odor & especially underarms odor is a challenge in hot and humid
climates. Most deodorants fail in such situations or they do not last for a
long time. It is necessary to take care of personal hygiene to avoid this.
Plus a few considerations need to be looked into
● Avoid using harsh chemicals including novice ideas on social
medias like toothpaste at underarms
● Lemon is a SOS in case of underarm odors but should not be
everyday commodity (Use it only in case of emergencies) as it may
harm the sensitive skin at the underarms
● It is advised to use any calamine solution at the underarms to avoid
development of bacteria responsible for the body odor
● A light fragrance body spray / deodorant should be used (avoid very
sharp smelling ones as they may not be acceptable by all)

1.6. Taking care of hair on chest, ears & in nose

Hair on the chest is a biological growth commonly seen in men. It should
be trimmed / shaved / removed as per the convenience and comfort of
individual. It should be made sure that the hair on chest does not come out
of one’s clothing worn or from top of the open area at the neck above the
first button. It is also advised to have innerwear (vest) worn below a shirt to
prevent the hair come out.
Hair growth on an in the ear is also seen more in men (Although not so
common). It is advised to get it permanently removed rather than shaving
as it may leave an unpleasant look after a few days of shave.
Hair growth in nose is common for both the genders. It should be trimmed
with a tool (manual / electric). This is necessary as one has a great face
value that can be created by smile, but the same can be destroyed by hair
popping out of nose when one smiles. It should be kept in mind by men
keeping moustache, that moustache does not hide the hair coming out of
nose (moustache can be easily distinguished from the nasal hair)
1.7. Shaving / trimming for men
It is the choice of men to shave / to keep a beard (or only moustache) in
most of the professions). Whatever may be the requirement of the
profession or personal choice, men should stick to the requirements of
both styles of grooming.
Incase men decide to shave (or if the profession asks for it – most
service-related industries ask for it), the habit should be to do it on daily
basis.
Shaving should be in proper strokes – do not abruptly run a razor in any
direction
Use right shaving accessories – right cream that suits
Use a razor only till its life span (usually – 10 days)
Incase men decide to keep a moustache or a beard, they should do so by
trimming and maintaining it on regular basis. Hair of the moustache should
not be running on the lips and the beard should be trimmed not only to
take care of the spread but also to keep it in shape. Men should remember
that shaving daily with the right accessories does not harm the skin or the
face.

1.8. Haircut for men

Men should go for haircut which is in professional look. Avoid long hair
(forcing to go for hairbands), avoid ponytails, make sure to gel, and set
hair well. Avoid fancy haircuts.

1.9. Hair grooming for women

Women should stick to short hair well-trimmed and maintained or long hair
but well tied. Women should not allow hair to run on their face or keep it
loose if too long. A bun with a net can also be used by women to keep a
professional look

1.10. Hair coloring

Hair coloring is perfectly fine in any profession. Only a few points to keep
in mind
Make sure the hair color suits one’s skin tone
Avoid neon and conventional hair colors which do not suit any professional
clothing
If such colors used on weekends or family occasions, one should get back
in the original look for the next working day
It is still advised to avoid using hair color often, as it leads to health issues
including cataract

1.11. Makeup
A survey indicated that women who did regular makeup ended up getting
20% better raise in their salary than women who did not. A makeup is an
effective tool to enhance one’s personality. One should keep in mind a few
pointers:
 ● Women should go for light makeup (avoid instances of heavy / no
makeup)
● Red is a corporate color for lipsticks and nail paints since decades,
but with contemporary colors in nudes women have a large choice
● It is advised to avoid the red color on nails and lips for interviews
and public speaking (nudes will be preferred)
● Enhance the face value with maintained eyelashes and eyebrows
● It is advised to both the genders to take care of black heads
● Visit to a parlor is suggested once in regular intervals for both the
genders

1.12. Accessories
Men should avoid all unnecessary accessories. Women should limit
accessories in a professional look. A few points can be considered:
MEN:
● Avoid hand kadas, too many rings (only one if married / engaged),
jewelry on the nose and the ear.
● No bands on hand (including friendship and names)
● Religious strings should be kept fresh and old ones should be
replaced
● Men should wear a professional / formal watch (Smart watches are
allowed) – avoid sports watches and fancy watches
● Men should not wear white socks (They are sports socks) (only
exception is when men have a white shirt and black trouser) (It is
observed most men use white socks with black shoes – which is not
a right sense of clothing). Socks need not match with the shoes /
the trouser but neon and extreme contrast colors should be avoided
● Men should use bags either leather / faux leather but should avoid
bags embossed with messages or characters (superheroes)
WOMEN
● Women should avoid too many rings (only one if engaged / married)
● Jewelry should be minimum and sober – avoid Indian traditional
jewelry on formal clothing
● No bands on hands including name bands, religious strings to be
kept fresh and changed when worn out
● A professional watch (smart watches & smart bands are accepted)
– avoid sports and fancy watches
● If wearing skirts, women can wear stockings (Skin / black)
● Women should use bags / clutches either leather / faux leather but
should avoid bags embossed with messages or characters
(superheroes) & should also avoid clutches / bags from Indian
occasion wears
● Hair clip and band should be black or the ones complimenting the
costume worn – avoid fancy & traditional ones

1.13. Body piercing & tattoos

 A lot of organizations are accepting tattoos as part of self-grooming – but
the size is limited to maximum a credit card size and not on very visible
parts of the body. Although it is suggested to avoid them as they may spoil
the look in late ages (with other health implications) both men and women
should be careful when taking a permanent tattoo decision. The design
selected, the area on body picked up to do the tattoo, the size and the
color fills all need a careful consideration.
Body piercing is a personal decision of every individual, but on should
avoid wearing jewelry on the pierced areas at workplaces. Also people
should take right decisions on the type of piercing decided. Huge piercing
can lead to permanent displacement of muscles and leave the face value
altered in later ages

1.14. Smoking, drinking & other ill habits

Although considered as a trend to show oneself modern, these are life
threatening and career spoiling habits people venture into.
Smoking leads to health complications not only for the people first hand
but also affects people around (secondary smokers)
More complications have come in with people falling prey to multiple drugs
via smoking as well
To drink alcohol or not is a big question on debate for years. Although a lot
of people advise on the health benefits of alcohol and others contradict,
one should not be an addicted person to it. Addiction does not only mean
people drunk and uncontrollable after a drinking session, but also includes
those who take every occasion as an occasion to drink and would need to
drink on every weekends / holidays. Alcohol is still to prove itself beneficial
to the world but has not failed to destroy families and careers. It is seen
most of the children take their influence into drinking from their parents.
Gutka and paan have been in Indian cultures since a long time. But apart
from health implications, they have proved fatal to surroundings, self
respect and also public image.

1.15. Washroom etiquettes

It is necessary to maintain a few etiquettes in washrooms as well:
● Men should use the common washroom (western WC) for urinating
by lifting the seat as well
● It is advised to remove the toilet paper before using the jet spray
● Never use mobile phones in the washrooms (unless it is very
necessary)
● Always flush properly after use
● Wipe the toilet seat after use
● Avoid spillage on the floor as it may be risky
● Used tissues should be thrown in gash bins
2. Power Dressing:
2.1. Introduction
Power dressing is a concept in formal grooming and dressing. It was
introduced in 1980’s when women were not accepted well in the corporate
world dominated by men. Women came in with suits on their trousers and
skirts to be taken seriously at workplaces.

2.2. Importance of right clothing

Right clothing sense is necessary in any occasion – let it be formal or
social. A person who wears Sunday clothing to office on Monday is easily
picked by the eyes of all as the person is not rightly groomed for the
occasion. Right clothes also put in the confidence in an individual.

2.3. Weather & clothing

A wardrobe can also be divided as per seasons as well. Most commonly it
can be summer clothing and winter clothing. The summer clothing having
light colors and lighter fabrics whereas winter clothing of darker shades
and thicker fabrics.

2.4. Business formals

Men have less choice in business formals. It stays limited to a full suit with
tie and pocket square. A few places Nehru suit is also considered. Women
have the choice of a blazer with trouser / skirt and also a selection of
Indian sarees to be used.
Formal shirts should be bold colors (most preferred are white / sky blue) or
they can be corporate stripes. Broad checks, patterns, traditional designs,
etc. should be avoided for formals by men. Chinese colors should also be
a no in formal clothing (unless a Nehru jacket comes on it). Trousers also
have to be formals – avoid checks, baggies, jeans, six pockets etc.
Women should wear sarees which are very different from the function /
traditional wear sarees. Formal sarees come in plain with borders / checks
(avoid broad checks if a person is short). Apart from this, women can wear
a shirt and trouser / skirt with a blazer for formals.

2.5. Business casuals

Business casuals are different from causals. Getting into a jeans and t –
shirt does not count in business formals. Avoid combinations like jeans
and t – shirt, floaters, baggies, floral shirts, satin shirts, six pocketers, track
pants, etc. in business casuals. Check shirts without ties with chinos,
formal shoes on it, jeans with round neck full sleaves t shirts with canvas
shoes, full suit sets with round / v neck t shirt inside on formal shoes,
chinos with shirt sleeves folded care examples of business casuals.
For women also busines casuals do not mean jeans or six pocketers or
3/4th capris. They also do not mean sleeveless, deep necklines and
backless tops. Women have more choice in the Indian and western
clothing for business casuals.
 Women should avoid clothing like skirts shorter than knee length, skinny
skirts with side cuts also.

2.6. Dressing accessories for men

Ties: - should match with the shirt (Shade darker than the shirt) / can
match with the blazer (nothing to do with the shirt) / be a contrast (nothing
to do with the shirt / blazer) (the last option is trickier). Tie length should be
between the top and the bottom line of the belt worn on the trouser.
Anything shorter or longer is not acceptable.
Pocket squares should not be of the same piece of cloth used for tie / a
complete contrast, but should compliment the shirt, the blazer and more
importantly the tie.
Tie pins and cuff links should be sober and not of too much shine / huge
gems / with wordings / fancy shapes
Belts should be sober and the clips should be moderate in size (huge ones
are not allowed)
The belt worn should match with the color of shoes and nothing else (it is
advised it should also match with the color of the wallet)

2.7. Dressing accessories for women

Scarfs – can be worn with the collar and first button of the shirt off and the
neck covered with the scarf (like the airlines) / by wearing the scarf like a
bow with the collar button on / on top of a closed neck blazer / only on top
of a formal top / shirt. The color of the scarf should complement the color if
the blazer worn or should go well with the shirt / top worn.
Women can also go for cravats in place of scarfs

2.8. Shoes & belts

Men should either wear oxfords / derby / monk straps / brogues on formals
– use loafers on business casuals – if the trousers are ankle lengths
Men should match their belts with shoes
Women should wear ballerinas (with / without heels – depending on the
comfort & need) on western formals. Remember trousers / skirts ask for
closed shoes like ballerinas.
With Indian formal wear to workplaces wear sandals but not the function /
occasion wear.
Women need not match their shoes and belts - but belts can be matched
with their costumes
For both the genders – never use floaters / slippers / function wear /
traditional footwear to workplaces

2.9. Getting the lengths right

The trousers –
For men – men should go for no break / quarter break on formals with
blazers
 They can also go for half breaks or full breaks if they do extensive sitting in
open spaces / bike riding
Ideally a trouser should just go and sit on the shoes
Shirt sleeves should be till the ankle length and should start exactly on the
edge of the shoulder
The collar and the neck should have a finger distance when the collar
button is put on
The blazer sleeves should also be till the half length of the shirt’s cuffs
The blazer should be seen in the mirror from the front with the button on –
not to be loose / too tight, from the back – no wrinkles and sitting properly
on the back, the sleeves with no creases when standing straight with
hands low.

Women – women should wear trousers upto ankle length. They can go for
full length trousers upto the ballerinas if they are wearing a blazer on top of
it. Any trouser worn for formal wear should not be shorter than 2 inches
short of the ankle. All other trousers shorter than that are considered
informal.
Skirts should be upto the knee lengths – not shorter than that – no cuts on
the sides
Shirt sleeves should be till the ankle length and should start exactly on the
edge of the shoulder
The collar and the neck should have a finger distance when the collar
button is put on
The blazer sleeves should also be till the half length of the shirt’s cuffs
The blazer should be seen in the mirror from the front with the button on –
not to be loose / too tight, from the back – no wrinkles and sitting properly
on the back, the sleeves with no creases when standing straight with
hands low. The sleeves can be narrow as compared to men’s blazers

3. Communication & Body language:

3.1. Grapevine communication – is one of the most dangerous
communications in an organization. It has far reaching impacts with out
any standard grounds / facts. An tadpole can become a dinosaur is
grapevine communication. Hence should be used carefully and to be
believed less on.
3.2. Nonverbal communication – body language – plays a very important
role in image development – lot of aspects of body language need to be
taken into consideration – like the crossed arms / crossed legs are
indicators of closed mindset not open to changes. Poor eye contact as
indicator of shyness / person trying to lie. The positioning of feet when one
walks is also important indicator of display of confidence. One should mind
his / her audience when communicating as body language has different
impact on different sets of audiences.
3.3. Cultural differences in communication – it is also important to
remember that cultures play a very important role in person’s grooming
 and development. Some cultures are very open minded and have a
different impact on a person’s behavior compared to closed minded
cultures. Oriental cultures ask one to bow in front of one another as part of
greeting whereas Western cultures believe in handshakes. Indian culture
is more prominent in namaskar – hence Indian corporate culture asks men
to wait to extend their hands when getting introduced to women. In Indian
corporate cultures women extend their hand first for a handshake (if not
then men greet with a namaste).

4. Corporate Etiquette:
4.1. Introducing self
It is very important to introduce oneself in people the right way. Keep the
following points in mind –
When introducing in a formal occasion – remember to use one’s name
with last name (and not only first name) and also to use complete
sentences, and to avoid slang words. Use words like good morning (as per
time of the day) / hello.
When introducing people in informal occasions – one can use only first
name and keep the words limited in the sentence, slang words like hi can
be used

4.2. Handshakes
Handshakes are integral part of corporate cultures. Handshakes need to
be done effectively as they help in creating a perfect impression. Few
points as dos and don’ts.
Do’s:
One should keep straight posture
There should be a smile on one’s face
A proper eye contact should be maintained between people having
handshakes
The handshake should be firm
The hands should have a proper grip with a proper positioning of the
thumb and the rest four fingers (with a proper gap between them)
Don’ts:
Avoid bending at waist at handshakes
Avoid informal gestures in handshakes
Do not show strength at handshakes but it should be comfort of both the
people
Men should not extend their hands first in case getting introduced to a
woman

4.3. Introducing people

 It is important to get people introduced when they come into conversations
or interaction. This is required to get the rapport developed in strangers.
Keep the following things in mind:
Introduce gentleman to lady
Introduce elder to younger
Introduce senior to junior

4.4. Telephone etiquettes

When taking calls – instead of a simple hello, greet the caller with time of
the day, announce the organization and use courtesy words like “how may
I assist you?”
When taking calls for someone else – after the initial greetings, inform the
caller the concerned person if is busy or not on chair. Provide alternatives
which ever are applicable
When forwarding a call – make sure there is no cold forward but a warm
forward of the call.
Close a call- with a warm greeting and thanking the person for calling.

4.5. Email etiquettes

Check for spellings, names, words, grammar, etc. in the content (proofread
before sending)
If the email attachment is huge, inform of it in the email
Be cautious of reply to all option in case of bulk emails
Do not use all upper case or all lower case in the draft
Avoid exclamations and unnecessary words.
Avoid being rude and use positive tone in emails
Avoid unorganized and incomplete ideas / sentences

4.6. Exchanging business cards

It is a normal custom to exchange business cards on meeting in a
professional meet. Always offer cards in a meeting at the end of a meet
and never in the beginning. Always remember that the privilege to offer a
business card first (at the end of meeting) goes to the client / the senior
most person in the meeting. In case the meeting has fully materialized,
and cards were not asked by them, then at the end one can initiate the
card exchange by requesting for the business card.
When offering business card, it should be offered in pinch of both the
hands and not by one hand. The reading side should be facing the person
receiving the card. The card needs to be accepted also by the pinch of
both the hands. Once accepted, the acceptor should not directly put the
card in holder / pocket, but should read the card, speak a couple of
sentences on the card and then keep it. This helps the receiver to relate
the person to the cards, as well as gives a confidence in the mind of the
offeror. A practice of business cards exchange by one hand is not
encouraged in todays world, although some people at the same hierarchy
in organizations (same / different) may offer and accept with one hand. If
 one is a junior in the conversation, he / she should always offer a card by
both the hands.

4.7. Meeting etiquettes

Although there are a lot of detailed etiquettes for meetings, a small brief of
following can be kept in mind:
Reach early (at-least 15 minutes)
Check for the meeting agenda so as to understand the flow and role if any
This can help a person also get ready with the relevant presentations and
data if required
Meet people before the meeting, this gives a sense of comfort before the
meeting begins
Speak in turns in meetings
Respect the speaker – keep away from unwanted social media attention
Remember reaching late to a meeting can be very embarrassing not only
to enter but also in the entire flow of the meeting

4.8. Basic dining etiquettes

Food and beverage is integral part of every society, but the way that is it
consumed can change from place to place and cultures to cultures. Here
are a few etiquette to be followed by people in formal and social occasions
and places when they have meals
4.8.1. Types of meals people get invited to
The various types of meals people get invited to are:
Breakfast – literally meaning breaking the fast as scientifically if one
does not eat for 6 hours the body is fasting. First meal of the day
and most of the hotels serve as a buffet. There is a sequence for
people to eat food.
Start with a glass of juice (canned / fresh)
This should follow with cut fruits (some whole fruits are also
available and can be enjoyed)
This should take to e little heavier side by going for cereals with hot
/ cold milk (although cold is preferred) (sugar comes separate)
These are the three initial courses after which people can pick up
their choice of breakfast meals as western / Indian selection or
both.
As per the western selection options are available from egg
preparations (live), ham, bacon, sausages, to baked beans,
sprouts, stews, etc. they all are enjoyed with breakfast breads like
sliced bread, toast, croissants, brioche, etc.
If one wants to go for Indian selection- options are available with at
least 2 south Indian preparations along with parathas, chole
bhature, poha, puri bhaji, etc. Remember, some items like dosas
may be live.
After the above one can settle down for some sweet tooth with
muffins, cup cakes, danish pastries, etc. along with tea / coffee to
close the meal. Most hotels provide breakfast buffet included in
room rates, hence a guest has to go to the coffee shop and have
the meal, if ordered in room, the hotel charges separately. Breakfast
buffets are available from 7:00 am to 10:30 am for all room guests.
Post 10:30 breakfast may be served, but charged even if included
in the room rates.

Next meal is the brunch – which is offered on Sundays / on

holidays. This is a buffet which may start in a hotel from 7:00 in
morning and be on till 4:00 pm. There are no protocols to this meal
as the buffet changes its looks (preparations come in and go out) as
per the time of the day. One can see someone have a breakfast
while other having an early lunch at the same time.

The next meal that people have in the day is the lunch. Most
business lunches are not very elaborate and the dishes ordered are
ones that do not take time to prepare not to consume. One should
not take this as an opportunity to opt for fast food as nutrition is also
an important aspect of the meal. One should treat one’s guests /
clients on lunch with a god menu where time consumed will be less
as its important for both during the working hours. Certain foods like
– time consuming foods, papadams, raw onions should be avoided
in lunch. Avoid alcoholic beverages. But cultural understanding
should be kept in mind, as westerners do not mind offering and
consuming alcohol (wines) even when on business meetings.
Try to keep the meal short and simple.

Post lunch there are occasions of tea. There are two types based
on the time when they are consumed.
Afternoon tea is consumed between 3:30 – 5:00 pm and normally
consists of light snack like a cup cake (scone) or a slice cake or
toasts
Evening tea is the second option served between 5: 00 – 7: 30 pm
and can accommodate heavy snacks like veg and non veg
sandwiches, Indian fried snacks, chaats, etc. It is a common culture
in the English to have tea first and then the snack for evening tea.
But one can also stick to the Indian habit of consuming the snack
first and then have the tea.

The next meal is a cocktail / mocktails with snacks – taken normally

in a lounge / a bar. Banquets may also host such events. A cocktail
will have alcohol and a mocktail will be non alcoholic. One should
be sure of the ingredients used in the drink and not order as per
fancy names – they can be deceiving (check with the server for the
contents of the drink). Snacks that are served with them can be
eaten either with toothpicks / metal picks (to be consumed in one
 bite) or they can be finger snacks. Some starters can also be eaten
with help of fork. Make sure to dip in the right accompaniment and
use the a napkin offered with the drink to wipe your fingers, lips and
to use it as a base for the drink.

Lastly one can enjoy a cocktail and dinner. One should here
remember that there may be two different venues used for this.
Cocktails may be served in the bar and the dinner in the restaurant.
Bars normally do not serve dinners in star hotels. Dinner is the meal
one can relax and order all the time consuming food, try
adventurous foods and also savor different flavors at ease.

One should remember every meal has a sequence and a good

diner will adhere to it.

4.8.2. Various eating venues

One can eat at the following common venues:
Staff cafeteria – this is the most casual eating place and requires
minimum protocols. One should be comfortable to eat with a fork
and a spoon / knife in this venue

EDR (Executive Dining Room) – This is a dining room created for

executives and may have the similar food as staff cafeteria but
cutlery and crockery may be placed on the table with a napkin and
a glass for water. The looks are similar to a grade II restaurant

Fast food – as the name suggests people serve here fast and
guests are expected to eat fast. They normally have cramped
seating and table space. The origin of this is attributed to American
style coffeeshops. The difference is fast foods are normally themed
around a similar / one product whereas American coffee shops offer
wider variety. Avoid such venues if one has to open a laptop or files
to talk to people.

Italian coffee shops – the Italian coffeeshops are themed around

coffee (coffee is their main product to offer). Barista and CCD are
examples of the same. These are very ideal for meetings and
presentations as they would not mind a guest using their table for
multiple purposes along with coffee ordered with them.

Fine dine restaurants – these are restaurants that may be themed

or multicuisine but have elaborate menu offering and large table set
ups. Such restaurants are costly and widely used to treat people.
It is necessary to follow a lot of protocols as a diner in such
restaurants. Most of the food is served with style and the
restaurants charge for that.
4.8.3. Food accompaniments
Although it is impossible to discuss all the foods with their
respective accompaniments, a diner needs to remember the
following basics. Diner should first and foremost understand the
type venue – authentic or fusion. If fusion a lot of combinations are
possible -like a Western sandwich with an Indian green chutney but
the same may not be possible if it is an authentic outlet.

Indian snacks – tamarind chutney and green chutney, pickle tray if

lunch or dinner
Italian pastas and pizzas – garlic bread / toast & dried herbs
Chinese – Chinese condiments
Western burgers / sandwiches – tomato ketchup, mustard paste

4.8.4. Styles of eating food

There are basically two styles of eating food –
Standing – where the guest eats the food standing in a dining area
– like a banquet. This is also further divided as
Fork food – food is eaten with the help of fork in one hand and the
plate in another. Food served is normally comfortable to be eaten
with the plate in one hand and the fork in another when the guest is
standing. Some places may provide tall tables for the benefit of
elderly.
Finger food – here the food is eaten with bare hands (fingers) and
not cutlery is offered. Normally used in banquets for snacks to be
picked up in case of cocktail parties

Sitting style is the next style of eating food – here the guest eats the
food by sitting in one place. This is further divided in two types as
Sit down – where the guest is seated on a table and the waiter /
server does all the service right from the opening of napkins to
service of food and giving the bill. This is the costliest of the lot and
mostly seen in grade A and fine dine restaurants
Sit down buffet – this is where a guest picks up food from a buffet
and then sits at a restaurant table. Most of the food is picked up by
the guest and some portions (like roti) is served by the waiter along
with drinks (if any) and water.

4.8.4. Holding glasses

As a guest one should remember there are three types of glasses.
1. Glass with a base and a bowl - this glass is a normal glass
offering a flat base and a hollow space to fill in the liquid. There are
no rules for a guest to hold this glass. A guest can hold this glass
anywhere
 2. Glass with a base, a stem and bowl on top of the stem – like a
wine or a champagne glass. For this the guest has to remember
that this glass can be picked up only by holding the stem. Holding
the glass directly is not allowed as it can affect the temperature of
the drink served in it.
3. Glass with a handle – normally seen with beers – where beers
are also affected with hands touching the glass and affecting the
temperature.

4.8.5. Cutlery & crockery on table & how to use it

Cutlery is the equipment used by a guest to cut the food and eat.
Crockery is the equipment given on the table made of glass or
chinaware in which food is served
Holloware includes all those which are hollow and have capacity to
hold liquids or semi solid food items
If a guest sits on a table then all that comes with the count of 4 and
on the left hand side of the guest belongs to that guest. For
example – fork and side plate.
All that comes with the count of 5 and on the right hand side of the
table also belongs to the same guest. For ex. – knife, spoon, glass.
A guest may have 4 – 5 glasses on his right hand side, but the
guest need not worry as only one glass is filled at one time and he /
she has to lift only one glass at a time (with a particular food) and
sip. Once the food is removed the glass will also be removed and
the next one filled.
With the food there are two styles of eating – the continental style
and the American style.
Continental style – the fork is held in the left hand with the prongs
facing downwards, the index finger on the neck of the fork for force
and guidance and the tail in the base of the palm. The knife is held
in the right hand with the index finger on the neck for force and
guidance and the tail in the base of the palm. Food is held by
piercing the fork in the part to be eaten and cut with the knife in the
right hand. The food is then lifted with the left hand (fork) and eaten.

American style – the fork and knife is held in the same manner as
continental style. After cutting, the knife is left on the plate, the fork
is turned in the right hand like a pencil and then the food is eaten
with the fork in the right hand.

If a guest needs to take a break in between, the guest will keep the
fork and knife in the plate as held in the hands position. If the guest
has finished food then the guest indicates by keeping the knife and
the fork in a 4:20 position if the plate is taken to be a clock.
One should remember that all food that is served in a plate is to be
eaten with a fork and a knife. A spoon is needed if any food comes
 in a bowl. The spoon is held in the right hand (remember – a guest
should only use maximum 2 cutlery in hand to eat one type of food)

4.8.6. Table etiquettes

● It is bad manners to keep / use a mobile phone on dinner
table
● It is bad manners to keep any accessories / car keys /
wallets, etc. on dinner tables
● When asked for condiments – please pass both the salt and
pepper together (although someone ha asked to pass only
salt / pepper). It is considered bad manners to pass only one
● When passing food items make sure food is held with both
the hands – it is a safety precaution plus respect to the food
● One should always reserve a table when inviting guests
● When entering a restaurant make sure that all the guests
have reached and then escort all the guests together into the
dining area. Incase a guest is late, inform the hostess to
bring the guest to the respective table.
● Once at the table the host sits last (even if the host is a lady).
All the ladies sit first, then all the gentlemen and then the
host.
● All food orders need not be placed at one time – order
starters and soups if any first, then order the main course
and lastly the dessert
● One should match the speed of the slowest diner on the
table.
● Eat with mouth closed and never speak when food is in
mouth
● Time between the ordering of food and delivery of food on
the table is a good time for conversations, once food id on
the table the attention should be to enjoy the food.
Compliment the food.
● The host always pays the bill and it is the quality of service
experienced that decides the amount of tips to be given
● When toothpicks are offered, use them by keeping a hand on
the mouth to block the view of the open mouth
Performance & Stress
Management
• PM refers to the processes to ensure the organization connects
mission with the work of employees
• Involves two related activities
• Evaluating the performance of employee
• Helping them develop action plans to improve
•s
• Goal Framework
• Define your main objectives
Multiple purposes
• Strategic business objectives
• Onboarding process
• Decision making
• Communication device
• Feedback
• Workforce planning
• Coaching
• Relationships
• Stress the reaction people have to excessive pressures or other types
of demand placed upon them. It arises when they worry that they
cant cope
• Definition
• S=P>R
Symptoms
• Worry
• Tense
• Tired
• Frightened
• Elated
• Depressed
• Anxious
• Anger
Negative Self Talk
• Pessimistic Thinking
• Self criticism
• Over analyzing
Mind Traps
• Unrealistic Expectations
• Taking things personally
• All or thinking nothing
• Exaggeration
• Rigid Thinking
• Flight – Fight Response
• ABC strategy
• A Awareness what causes you stress
• B Balance there Is fine line between positive and negative stress
• How much can you cope with before it becomes negative
• C Control
• What can you do to help yourself combat the negative effects of
stress
• Reframing
• It’s a technique to the way you look at the things in order to feel
better about them
• Positive thinking
Techniques
• Laughter
• Relaxation
• Mediation
• Yoga
• Deep breathing
• Hobby
• Organize yourself
• https://www.youtube.com/watch?v=grfXR6FAsI8
Leadership and Team
building
• https://www.youtube.com/watch?v=fUXdrl9ch_Q
• https://www.youtube.com/watch?v=GHErwWV4cqI
• https://www.youtube.com/watch?v=kYjqtLCNqSA
• https://www.youtube.com/watch?v=fm1gh5GAmWc
• https://www.youtube.com/watch?v=e-VjisHm4sw
• https://www.youtube.com/watch?v=O-Hzzg1AtVs
Leadership
• Transparency
• Accountability
• Love
• Empathy
• Curiosity
leadership
• Learn from other leaders
• Work to build skills
• Believe you are a leader
• Take up Tasks
• Share your ideas
• Listen to others
• Learn how to delegate
• Treat other leaders with respect
• Know that there are different types of leaders
• They radiate positive energy
• They have proactive attitude
• They do what they expect to do others
Leadership Styles
• Democratic
• Autocratic
• Laissez Faire
• Transformational
• Transactional
Transformational Leadership
• Interpersonal skills
• Goal Oriented
• Task oriented
• Idealized Influence – Act as a role model
• Intellectual simulation – Innovation and Creativity
• Inspirational Motivation
• Individualized Consideration
• https://youtu.be/kzqxOY82gBg
• https://youtu.be/iYnL_VXz7LQ
• https://youtu.be/jmIDwScJhLM
Public speaking
• Public Speaking is no.1 skill in the world
• Language is just a vehicle to deliver the content
• Grab the opportunity to speak
• Critical Skill
• Know your audience
• Create content with Agenda
• Tailor Made Content
• PPT rules 5/5
• Theme
• Unusual Useful information
• Sharable content
• Inspirational Information
• Conviction is confidence
Presentation skills
• Avoid false or negative start
• Getting attention
• Road Map
Tips for public speaking

• Its all about how you say it

• Connect better with a positive impression
• The crucial first 90 seconds
• Don’t stand like you sit
• Don’t do something public speaking
• Express your passion
• Know your story well
• Don’t sweat at the small stuff
• Rehearse , Rehearse and Reherase
Tips
• Overcome the Fear of Rejection / Losing
• Understand Job Requirement
• What all you are bringing it to the table
• Probable Questions & Answers:
• Never Fudge or fabricate your CV
• Never Argue with Interviewer
• Be Honest & Flexible
• Ask for feedback at the end of Interview
• Salary Negotiations
• Never ditch the organization after accepting the Job:
• Personal details. ...
• Personal Profile Statement. ...
• Achievements. ...
• Education. ...
• Employment and work history. ...
• Qualifications. ...
• Skills. ...
• Hobbies and interests.
• Tell me something about your self
• Adjectives +List of accomplishments {Best work}
• Why do you want to join this company
• Research about the company
• Align your skills
• Talk about your strength and weakness
• Are you planning for future studies
• Where you look yourself in 5 years
• About marriage and kids
• Question for interviewer
• Why we should hire you
• What the company needs job description
• Stories
• What makes you different
• What is most important to you

• Are you fit for the job or not

• Who you are
• Accomplishments
• How you fit for the job
• Be confident
• Be human
• Conversation
• Technical
• Analytical
• Behavioural
How to built resume
• Name
• Professional Title
• Contact information
• Email ID
• Phone number and social media site
• Experience current job first
• Company location job title and tenure
• Be specific and add numbers
• Education
• Skills
• Additional skills
RESUME WRITING
Rimma Quadros
Making Your Resume Pop
Pop Quiz!
❑ What is the
initial amount of time an
employer takes to review an applicant’s
resume?

❑ Answer:
❑ 15 – 20 seconds minimum
❑ 45 seconds maximum
Why do you need a resume?
❑ A marketing tool
❑ To obtain an interview, not a job
❑ Requirement of many organizations
Resume- hidden messages

Resume You
❑ Neat ❑ Neat

❑ Well-organized ❑ Well-organized

❑ Error free ❑ Attention to detail

❑ Professional ❑ Careful &

appearance Competent
Sections of a Resume
The Header
❑ What should be included?
❑ Name

❑ Permanent and present address

❑ E-mail address

❑ Telephone number

❑ Where should contact information go?

❑ Top of the page
 Objective Statement
❑ Purpose
❑ Communicate the type of position you are
interested in

❑ Examples
❑ Management trainee position with a specialty
retailer.
❑ Technical sales with an energy related industry
in the Southwest. Long range goals of regional
sales management.
❑ To obtain a position as field service
representative with XYZ Software Corporation.
Education
❑ Name of Institution
❑ Include city and state if not part of the title
❑ Name of your degree and major
❑ Bachelor of _________ in ___________
❑ Bachelorof Science in Business Administration:
Accounting
❑ List degrees in reverse chronological
order
❑ Most recent degree is listed first
Education
❑ Date or expected date of graduation
❑ Graduation Date: May2014
❑ Expected Graduation Date: May 2015

❑ GPA
❑ Majoror overall at least 3.0
❑ Round down to the nearest tenth
❑ 3.0 not 3.062
❑ GPA: 4.0, Summa Cum Laude

❑ High School Information

❑ Do not include after Sophomore year
Experience
❑ Use the term "experience"
❑ What is considered experience?
❑Full and part-time jobs
❑ Self-employment
❑ Volunteer work
❑ Practicum, field, and cooperative education
❑ Information to include
❑ Job Title
❑ Dates of employment
❑ Company name
❑ City & State
Listing Responsibilities
❑ Use bullet points
❑ Start of each line with an action verb
❑ Present tense if currently employed
❑ Past tense if no longer employed

❑ Vary your choice of verbs

❑ Tailor skills and experiences to the position

for which you are applying
❑ Be concise while providing enough detail
Honors & Awards
❑ Order by dates
❑ Reverse chronological
❑ Rank order by importance to the career
objective
Professional Affiliations & Activities

❑ Order by date
❑ Reverse chronological

❑ Rank order by importance to the career

objective
❑ Do not say Member of …
❑ Emphasize your leadership roles
❑ Spell out the organization’s name:
❑ Do not use abbreviations or acronyms
Resume Dos

❑ Use action verbs

❑ Use short, concise sentences
❑ Use #, %, $ amounts
❑ Keep resume easy to read
❑ Keep resume about one page
Resume Don’ts
❑ Do not use the pronouns such as I, me, my, etc.
❑ Do not include references
❑ Do not clutter your resume with nonessential
information
❑ Do not make any misrepresentations
❑ Do not include personal information
❑ SSN, age, sex, height, weight, marital status,
photograph, etc.
Team Building
By Ms Tejashree Dongare
• Team building creates stronger bonds among the members of a group.
The individual members respect each other and their differences and
share common goals and expectations.
• Team building can include the daily interaction that employees engage in
when working together to carry out the requirements of their jobs. This
form of team building is natural and can be assisted if the group takes the
time to come up with a set of team norms. These norms help group
members know how to appropriately interact on the team and with the
rest of the organization.
• Team building can also involve structured activities and exercises led by
team members. Or, with the proper budget and goals, managers can
contract out for facilitation with an external resource. External facilitation
by an experienced person can give your team building a boost
• outube.com/watch?v=jmIDwScJhLM
• https://www.youtube.com/watch?v=fm1gh5GAmWc
• https://www.youtube.com/watch?v=e-VjisHm4sw
•
Schavenger Hunt
Bring me something
Draw what u hear
Spin a Yarn
Sentence Sterns
Mission Recall
• Minute to win
• Opposite actions
• Tongue twister
• I Have in my Room