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Participants’ Handbook
by
JSB Management Solutions
~1~
WHAT ARE VALUES?
Values are the means by which people steer themselves through life - they are ‘the basis of our
decisions and choices. Values are important beliefs and desires that shape attitudes and motivate
actions.
“…values are those elements to which we ascribe worth and are worth adopting as a cornerstone of our
character…” “An organization’s core values as the constant, passionate, biblical core beliefs that drive
its ministry.”
Characteristics Of Values V
A
Values are standards set by the members of a society.
L
Values are often highly contested.
U
S
Values can differ within one society and around the world.
Individual Values
All of us have values present in our conscious or sub-conscious. Some values that we practice
are Actual Values and some of them which we desire to practice are called Desired Values.
It is important that we make this distinction and understand what our real values are.
~2~
How values influence decisions?
Define the
Identify the
issue clearly
relevant values
in the
Ethical
situation
Decision
Making
Implement the
decision
Weigh conflicting
option that
balances them
The values that drive us: C-LIFE
Leadership by Example: A commitment to set standards in our business and transactions and be
an exemplar for the industry and our own teams.
Integrity and Transparency: A commitment to be ethical, sincere and open in our dealings.
Ethics is derived from Greek work Ethics which mean Character. It deals with what is good and
what is bad. eg: - Using pesticides in cola-Pepsi is unethical, lying with boss is unethical.
Organizational Values
An organization’s core values are the constant, passionate, biblical core beliefs that drive its ministry
~3~
Why do we have Corporate/Organizational Values?
A firm’s underlying values and beliefs are the essence of the organization’s philosophy for
achieving success.
They reflect the view of the way “things should be” in a company that is shared by
organizational members.
Organizational values provide a sense of common direction for its members.
They also provide guidelines as to acceptable behaviors in their daily operations.
Make an open proclamation about how it expects everyone to behave.
Values act as guiding principles for the organization.
Organization’s Vision, Mission and Goals are culled out from its values.
Aligning Values…
Organization
Values
Individual Work
Values Values
Aligning individual values and work values with organizational values is necessary for workplace success.
Profits are higher when personal and org. values are aligned
They have a chance to do what they do best each day.
Their opinions matters
Their fellow workers care about quality
A connection exists between their work and companies mission
~4~
Family
Values
Work
Values
In a family, there is usually similarity in values. At the workplace we work in groups comprising of
different individuals each of whom has a different set of values. There is a need to be congruent with
the group values as well the organizational values. All of us are a conglomerate of these family values
and work values. We try to exhibit those in our behaviour which is called as “Value Attainment”.
Eventually, we start living our values and gain job satisfaction by aligning individual values and
organizational values. If an individual’s values are not congruent with the environment, there is a high
probability that he or she would be de-motivated.
~5~
Behaviors supportive of the values discussed
Corporate Citizenship
o Social responsibility
Professionalism
o Grooming, Punctuality, Discipline, Teamwork, Confidentiality, Courtesy, Handling of
office equipment, etc
Customer First
o Customer Delight, Customer Satisfaction, Proactive, Listening, Communication,
Assertiveness, Flexibility
Commitment to Quality
o Attention to detail, Precision, Efficiency, Cost effective
~6~
1.1 SELF AWARENESS AND SELF DISCLOSURE
Feedback solicitation
Feedback
Give
Self disclosure/exposure
Unknown by
Others
1. Blind spot: The Blind spot known to others, but not to the self.
2. Dark: The Unknown area is neither known to the self nor to others.
3. Arena: Arena represents the "Public Self" that is known to the self and others.
4. Closed: The Hidden area is the “private self” which is known to self, but not to others.
~7~
The feedback provided by others can help to reduce Blind spot only if it has the following characteristics:
Personal Effectiveness
Self Disclosure: What happens when I don’t tell them anything about myself when I am working
with them?
Openness to feedback: What happens when I don’t listen to them when they are tell me
something about myself?
Perceptiveness: What happens when I don’t notice things not told to me (Insensitiveness) by
them while working with them?
Interpersonal Interaction
Inter-personal skills are paramount as one has to interact with people of many backgrounds and
mindsets.
Colleagues should be treated courteously and superiors with dignity and respect.
The use of first or surnames is generally dictated by the office ethos.
Beware! The use of a first name does not confer familiarity.
~8~
BUSINESS ETIQUETTE
Mentioned below are some points that you need to remember, these are to be remembered as Critical
Success Factors:
A perception that people would have is that once one has performed well, he/she can rest on his/her
laurels for some time to come.
Enjoy your work and it will never seem like work. On a normal day you would leave office on time, on
others you would have to wait for longer. One needs to be prepared to give more than 100%.
Adaptability
We are all from different parts of India. Since our backgrounds are different, our perspectives on things
are different.
To align your personal goals according to the Companies’, one needs to be adaptable. Not only to the
team members, but also with the perspective of the Organizations beliefs.
Communication Skills
In an organization as huge it is critical to communicate. In your job profile you would have to interact
with a certain people, make an effort to communicate with people other than your team. As an
organization and also from your individual perspective it is critical that we communicate. Everyone
hence should make an extra effort to communicate and build a healthy environment for people to
come.
The day you begin your behavioural training, you are a part of a team. Also when put on live projects,
you would be part of a team. To be able to achieve the organizations objectives, you would need to align
your goals with the teams and subsequently with the organizations. To be able to function well you need
to develop Team-playing skills.
Technical Knowledge
You have been picked mostly for your technical skills. At this point if you do not achieve excellence with
respect to your particular technical skill-set it would be a deterrent to your growth in the organization.
You need to keep harnessing and developing and updating your technical knowledge on a regular basis.
As you high on the ladder behavioural skills are equally essential.
2.1 SOCIAL AND PROFESSIONAL ETIQUETTE
~9~
Introductions
In social situations, a man is traditionally introduced to a woman. However, in the business world
introductions are based on a person's rank or position in an organisation. Whoever is the highest-
ranking person is introduced to everyone else in order of their position. If you introduce two people of
equal rank to each other, introduce the one you know less well to the one you know best.
Handshakes
The physical connection you make when shaking hands with someone can leave a powerful impression.
When someone’s handshake is unpleasant in any way, we often associate negative character traits with
that person. A firm handshake made with direct eye contact sets the stage for a positive encounter.
Women take note: To avoid any confusion during an introduction, always extends your hand when
greeting someone. Remember, men and women are equals in the workplace.
Be Courteous
The most important thing to remember is to be courteous and thoughtful to the people around you,
regardless of the situation. Consider other people’s feelings, stick to your convictions as diplomatically
as possible.
Address conflict as situation-related, rather than person-related. Apologize when you step on toes. You
can’t go too far wrong if you stick with the basics you learned in Kindergarten. (Not that those basics are
easy to remember when you’re in a hard-nosed business meeting!)
Avoid raising your voice (surprisingly, it can be much more effective at getting attention when lower it!)
using harsh or derogatory language toward anyone (present or absent), or interrupting.
Greetings
This is one lesson executives should have learned from their mothers. The number one complaint about
bosses by their secretaries is that they are ignored until the boss gives them their first assignment. It is
rude not to greet people when you first enter an office, whether you're the mail person or the CEO.
Make it a habit and you will help make the workplace a more pleasant environment.
Business Card
Business stationery is the first step in building a corporate identity. It allows a free
expression of one’s true personality in a smart, 'business’ sort of way.
The purpose a business card is to introduce you. It is also an invitation to establish
and retain communication.
Your card should bear your name, position and responsibility in the organization, the name of the
business, address, a scaled down logo (if any) and information about how you can be contacted.
Use a standard sized business card. If your card is too large to fit into a card holder or wallet, it will end
up in the back of a drawer or thrown in a dustbin.
~ 10 ~
The standard business card measures 31/2 inches by 2 inches. The most appropriate font size for a
business card is 8-10 point for name and business name and 6.5-8 point for address and other
information.
Interpersonal Interactions
Inter-personal skills are paramount as one has to interact with people of many
backgrounds and mindsets.
Colleagues should be treated courteously and superiors with dignity and respect.
Punctuality
Cell Phones
Leaving cell phones to ring at the work place is a disturbance to everyone. Set the ring to
"silent" or “vibration” mode during business hours.
It is impolite to answer the phone when you are in a meeting or discussion. If you must answer,
please ask to be excused, and then notify the caller that you are in a meeting and will call back
later.
If the call is urgent and will require more than a minute of your time, move a slight distance
away.
Keep your voice low when talking in public so as not to distract others around you.
Conversations
Wait for your turn and do not interrupt other people when they are speaking. No one can be
heard if there are too many voices at once.
Say, "Please" and "Thank you" often. It shows respect and appreciation.
Speak when spoken to, do not talk about private things in public, look at the person you are
speaking with.
Remember to smile, stand up straight, and get rid of the chewing gum when you want to be
taken seriously.
~ 11 ~
Common Mistakes in Business Etiquette and Solutions for how to avoid them
Waiting for the person who called to end the After the purpose of the call has been fulfilled,
conversation first. either party may courteously terminate the
phone call.
Tracking down a caller when the line was Whoever placed the call initially has the
disconnected during a call. responsibility for calling the other party back.
Hand writing all personal notes. Any personal note, i.e., congratulations and
thank you notes, with the exception of
condolences, may be typewritten.
Shaking hands across your desk; remaining When someone enters your office for an official
seated because you are a woman when visit, stand up, shake hand. It is best to take a
someone comes in for an appointment. seat in close proximity to the guest, rather than
conducting business across a desk.
Deferring to age and/or gender when making Rank and position take precedent over age or
introductions. gender when introducing one person to another.
Exchanging business cards during lunches and Unless the meal is considered a working lunch/
dinners. dinner in advance, i.e., you work on, review,
discuss business documents, take notes, etc. as
you eat, wait until the meal is finished and you
are leaving to exchange business cards.
Addressing your boss by his/her first name Even if your boss has told you to use
when around others. his/her first name, use his/her title when in front
of others. The exception is the office where
everyone, regardless of rank, is called by his or
her first name all the time.
~ 12 ~
Grooming
First, there is no single set of rules that will work for everyone, however a handful of characteristics that
most successful business communicators share when it comes to dress and grooming.
Do’s
Don’ts
~ 13 ~
Wear heels (up to 1 1/2" to 2"), with a high vamp
Hose skin color or darker (carry an extra pair when
presenting)
Conservative business make-up, stressing the
mouth and eyes more if presenting
Check for lipstick on your teeth
Simple manicure
Mild or no fragrance
Hair under control and off the face
Anything too bright, tight, sheer or short.
Toe cleavage (open-toed shoes)
Heels so high you're unsteady
Light hose or light shoes
Too much makeup
Wear big, shiny buckles or jewelry
Earrings that are large or dangle
Bangle bracelets (or anything noisy)
Appendix
Attire basics
1. Black Tie
Men: Tuxedo or dark suit
Women: Formal evening dress or dressy cocktail dress
3. Business
Men: Solid color, conservative suit and tie, dark socks, briefcase or portfolio
Women: Solid color conservative suit with coordinated blouse, moderate shoes, limited jewelry,
light make-up, no perfume
4. Business Casual
Men: Khakis or slacks, seasonal sport coat or blazer, open collar shirt (polo shirts generally
acceptable; blazer is generally optional)
Women: Khakis or slacks, skirt, open-collar shirt or knit shirt, nice sweater
5. Sport Casual
Men: Khakis or jeans; nice tee, polo, or casual button-down-the-front shirt
Women: Khakis or jeans; nice tee, polo, or casual button-down-the-front shirt
~ 14 ~
COMMUNICATION SKILLS
Information Exchange Vs Message Delivery
Impact of Communication On Your Job Profile
Process of Communication
Barriers to Communication
The Seed of Communication
The receiver correctly interprets the sender‟s information In order to communicate effectively and
accurately, follow the three steps mentioned here
Identify the receiver
Choose a channel
Respond to feedback
“An effective communicator is not one who ensures his message is understood, but one to ensures that
his message is not misunderstood”
- Steven covey
We say message and not just information, as it is not only transferring of data but emotions, intentions
and feelings.
~ 15 ~
People will know you by the way you communicate and not by the way you truly are. Your
communication indicates through your voice, body language, words, attitude and that‟s the way you will
be known.
Quick and smart communication indicates the future of any professional, wouldn‟t really matter how
technically competent you are. Today the need of the hour is communication and Interpersonal skills.
Technicalities can be taught, communication takes time and effort.
An excellent communicator stands out in a crowd, gets recognised as a future leader, spokesperson and
an ambassador of the organisation. He also becomes a brand himself.
~ 16 ~
3.3 BARRIERS TO COMMUNICATION
The truth is, we as Indians believe the crux of communication is speaking good English. If we have
studied in vernacular medium, or non-English medium schools/ colleges, we believe communication to
be only a dream.
Communication has its roots deep down inside us. We either are good communicators or not based on
other deep-rooted reasons. Let‟s understand these reasons.
ENVIRONMENT
EXPERIENCE
EDUCATION
~ 17 ~
Our attitudes spill out of us in different forms. Communication being the foremost. Our body language,
voice, expressions, proxemics, words tell all people around about our attitude.
An individual who walks into a room and starts speaking loudly with quick and loud hand gestures is
informing people, indirectly, that he is loud, inconsiderate about others‟ feelings towards loud noise and
self-centered.
Listening
Probing (Active Listening)
Paraphrasing (Checking Understanding)
If you are not a good listener, you may experience the following:
Low morale
Lost respect
Misunderstandings
Reduction of fresh ideas
Poor customer service
Probing
~ 18 ~
Guidelines for Probing:
Identify behaviour
Clarify doubts
Validate points
Don‟t ask leading questions
Stick to one thread: The Mining Metaphor
Paraphrasing
Paraphrasing is summarizing what the speaker has said in one‟s own words. True purpose of
paraphrasing is to check one‟s understanding of what has been communicated.
~ 19 ~
3.5 TELEPHONE SKILLS
“Really big people are, above everything else, courteous, considerate and generous – not just to some
people in some circumstances – but to everyone all the time.”
- Thomas Watson
Founder, IBM
Do’s
Answer calls promptly, by the second or third ring.
Smile as you pick up the phone.
Assume your "telephone" voice, controlling your volume and speed.
Project a tone that is enthusiastic, natural, attentive and respectful.
Greet the caller and identify yourself and your company/department/unit.
Focus your entire attention on the caller.
Enunciate/articulate clearly. Speak distinctly.
Use action specific words and directions.
Use the caller's name during the conversation.
Always speak calmly and choose your words naturally.
Use reflective/active listening to clarify and check for understanding.
Explain why you are "transferring" the call. Give the caller the person's name and direct
number
~ 20 ~
Don’ts
Exercise
Try replacing phrases, which may have a negative connotation with these alternatives.
“I don‟t know.” It should be replaced with: “That‟s a good question. Let me check and find out.
“We can‟t do that.” Instead say: “Let me see that I can do,” and strive to get something similar
or offer an alternative.
“You‟ll have to …” The guest or supplier doesn‟t have to do anything. There is a subtle difference
between ordering the caller around and saying: “Here‟s how we can handle that. You‟ll need to…”
“Just a second, I‟ll be right back.” It‟s a lie. Instead say: “It will take two or three minutes. Are
you able to hold that long?”
“No” at the beginning
Of a sentence. It‟s a word conveying total rejection. By not saying “no,” people will think before
they talk, and can turn everything around so they‟re beginning a response positively.
~ 21 ~
3.6 EMAIL WRITING
2. E-Mail Content
a. Salutation
Spell the name correctly
No “respected” sirs - use “Dear” or “Hello”
Greet
Salutation and Sign off should match
b. Tone
Chatty and informal will encourage a response
The style and attitude should work with the reader
Suggesting or requesting mode
c. Signature
Name
Designation/ Department
Company Name
Address
Telephone no.
E-mail address
d. Formats
No fancy fonts, styles & visuals- only Arial, Verdana, Tahoma or Rich Text.
Font colors – only black and blue.
Font size – 9-11
Capital, bold, italics not to be used extensively.
Subject – not more than 8-9 words
~ 22 ~
Use „urgent‟, „confidential‟, „BMC‟ confdl‟ „FYI‟.
Capital letters must be used right and at all necessary times.
e. Length
Concise & to the point
1st paragraph should be introduction to the mail.
Each paragraph mot more than 3 - 4 lines, not sentences, LINES
Each sentence should be 13-14 words maximum.
3. Format Of Emails
The following exercise will help you understand the format of professional emails
a. Netiquette is short for:
Network education terminology
Necessary teaching etiquette
Internet inequities
Internet etiquette
b. All email should be answered:
As quickly as possible
After waiting several days
When the opportunity arises
After an appropriate interval
c. Typing an email message in all capitals means:
Nothing special
You are shouting
It‟s OK to forward this message to others
This message is very important
d. It is OK to forward or post an e-mail message that you have received if:
The message is typed in all capitals
It does not contain any copyright material
The author of the message hasn‟t marked it as confidential
The author of the message has given you permission to forward or post it
e. Using “Smiley-faces” in a message is:
Childish and should never be done
Okay, but they should be used sparingly
Entirely acceptable
f. Chain letters sent via email should be:
Forwarded to as many people as possible if they contain information about computer
viruses
Forwarded to just your friends
Checked for authenticity and then forwarded
Discarded the way you do paper junk mail
~ 23 ~
g. You should worry about grammar and punctuation:
Only when you are sending a message to your friends
Only when you are sending a message to your classmates or instructor
All of the time
Whenever you have the time to pay attention to it
h. Spamming means:
Posting a message that contains graphic descriptions of something really gross
Sending in lines of nonsensical garbage in chat conversation
Spilling the juice of meat-byproducts into your keyboard
Posting or e-mailing unsolicited advertising messages to a wide audience
i. Why should I use the BCC field?
So I can send copies of business e-mail to my friends without my boss knowing.
To keep my e-mail looking clean.
To respect my contact's privacy.
So I can send copies to anyone I want.
j. Before sending a very large attachment, I should:
Compress the file (zip it up).
Send it first thing in the morning and call to make sure it was received.
Send it only during week days.
Compress the file, and then ask first when would be the best time to e-mail it.
k. I should only forward e-mail when:
I feel it's important.
I know the other person should have the information.
The topic is commendable and important to all onliners.
I type a personal comment about why I am forwarding that specific e-mail to that
specific person.
l. When is it O.K. to contact folks about my business?
Only when they e-mail me and ask me for information.
When I know they can use my service.
When I know I can save them big bucks!
Anytime - that's called cold calling.
m. I should down edit my e-mail replies by:
Removing previous signature files.
Removing the previous 2 e-mail noted in my reply.
Removing everything not necessary to the ongoing conversation
Spell checking the sender's previous e-mail.
n. What is the most important thing I should do with every e-mail?
Spell check, use full sentence structure and use proper grammar.
Have a nice greeting: Hi, Hello, etc.
Have a proper sign off: TIA, Sincerely, etc.
All of the above.
~ 24 ~
When I get around to it.
Don‟t have to reply.
Doesn't matter.
4. Recommended Phrases
a. The Start
Dear Personnel Director, Dear Sir /Madam, Dear Customer
(Use if you don't know who you are writing to)
To Whom It May Concern
(Very formal as you do not know the person to whom you are writing)
Dear Mr., Mrs., Miss or Ms
(Use if you know who you are writing to, and have a formal relationship with – VERY
IMPORTANT use Ms for women unless asked to use Mrs. or Miss)
Dear Frank
(Use if the person is a close business contact or friend – also acceptable for emails)
b. The Reference
With reference to
Your email of 28th October
The conversation we had yesterday
Your query on account reference 12345
c. The Reason for Writing
I am writing to
enquire about
apologies for …
confirm …
e. Requesting
Could you possibly …?
I would be grateful if you could …
f. Agreeing to Requests
I would be happy to.
~ 25 ~
I am attaching…
Enclosed you will find …
k. Closing Remarks
Thank you for bringing this matter to our attention. Please contact us again if
We can help in any way
You have any further questions/queries
You require any further clarifications
n. The Finish
Thanking You
(If you don't know the name of the person you're writing to)
Regards,
(If you know the name of the person you're writing to)
Thanks and Regards
(If the person is a close business contact or friend or emails
~ 26 ~
Recommended email format
Hi John,
We have completed the project as discussed. We would be delivering the same by EOD.
Regards,
(Sign Block)
Name
Department/Position
Company
Address
Contact number
Email Id
~ 27 ~