1 Prof.

Sushma J Managerial Skills

MODULE 1
Introduction to Essential Skills for Managers

1.1 Definition
What are Management Skills? - Management skills can be defined as certain attributes or
abilities that an executive should possess in order to fulfill specific tasks in an organization.
They include the capacity to perform executive duties in an organization while avoiding crisis
situations and promptly solving problems when they occur. Management skills can be
developed through learning and practical experience as a manager. The skills help the
manager to relate with their fellow co-workers and know how to deal well with their
subordinates, which allows for the easy flow of activities in the organization.

Understanding and displaying good management skills will help to position you for a
successful career no matter what level you're starting at.

We often discuss management skills in the abstract, but what are they, really? In the broadest
sense, management skills are nearly anything that enables you to manage others effectively.
This could include communication skills, interpersonal skills, general leadership skills and
more. While some abilities will vary based on your industry, there are several key skills that
will help you become a successful manager in nearly any work environment. Let’s explore
some of them.

1.2 Importance
For a manager all these and may be a few other skills are very important to succeed. The
most important of them are listed below:
1. Goal Setting: For a manager setting up the correct, precise and smart goals is very
important. If goal setting is done with due care and proper introspection, anything is
achievable. To achieve this – a manager should be circumspect, aware of himself, the
marketplace, and his team/organization, and should know the product/service thoroughly.

2. Time Management: This is perhaps the most talked about skill a manager should have.
Why is it important to manage time? Because it is the only resource which is free – Am I
serious (have you ever paid anything to buy time?) – No, then how is it the most expensive
resource? It’s the most expensive one – because you pay for it after you spend it…if you
spend it wisely you reap the benefits and vice-versa. A manager who manages his time
well usually achieves his goals on time and with better success rate.

3. Persistence: In business and in life one is bound to fail sometimes. It’s the persistence in a
person which helps him achieve the impossible. ‘Never Give Up’ spirit, and coming up
stronger after each time you fall will make you a stronger and more successful person in
life. As Thomas Alva Edison said – Success is 10% inspiration and 90% perspiration.

4. Empathy: A leader/manager should be empathetic to his team and to himself. There are
targets which are going to be missed, there are going to be missed deadlines, there are
going to be failure in relationships (personal and Professional). But these are the moments

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when one should be patient, strong and empathetic to overcome the situation. Empathy also
means to understand other’s point of view and analyse situations from a different angle.

5. Effective Communication: This is the most important skill a manger should possess. Today
there are numerous courses in colleges and in corporations to make their folks more
effective while communicating. This actually helps organization to cut costs, prevent
repetition and achieve customer satisfaction. Effective verbal, non-verbal and written
communication are the need of the hour and paid a great attention to.
6. Knowledge: Today information is on the fingertips of the individuals. We can search for
things/information at an unprecedented level with an unbelievable accuracy. But
knowledge is different from being informed. Being knowledgeable and an expert of one’s
subject/field earns her respect and accolades. In this knowledge economy most lucrative
jobs are given to the person who knows the stuff best. Who knows the technology and also
knows how to maneuver it.

7. Self Confidence: With knowledge comes confidence. Self Confidence is very important in
today’s world of business. It is you who should first believe in you before anybody else
does it. To believe in oneself and have an iron will makes a manger or organization
successful. But you should be very careful when being confident it should not be false/over
confidence. Just remember if the confidence is coming from knowledge, preparation and
hard work its true otherwise check it one more time before hitting a roadblock.

8. Self Motivation: When you go up in the ladder there are fewer people who motivate you
than the people who discourage you. You should be a self-motivator to take initiative and
encounter failure. One should be brave enough to take on challenges with a positive and
optimistic outlook. Self-Motivation is very important when one is leading others and while
one is failed alone. It’s the most important aspect of one’s personality to come up
victorious every time.

9. Proactive: This is most desirable managerial skills in today’s world of rapid change, but
unfortunately it is found in very rare students, mangers and leaders. Being proactive means
preparing for the challenges which are not yet arrived. Being proactive means to be able to
envision the future and prepare for it or rather create the future on your own terms. This
quality ensures better results, higher customer satisfaction, and more customer loyalty.

10. Result Oriented: Everybody wants an employee or a manger who produces great results.
Even each one of us expects better results from ourselves in all the aspect of our lives. Any
progressing person would like to become a better son/daughter, a better spouse/friend, a
better parent etc. Being result oriented does not mean to exhaust oneself while working or
pursuing a cause, it does not even mean to be a fanatic and end one’s life in a lunatic
asylum. But being result oriented means that one should always be focused and oriented to
his results. One should not be distracted by external/internal factors.

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1.3 Essential Skills

Robert L. Katz has identified three kinds of skills for managers. These are:

Technical Skills - These skills are of greatest importance at the supervisory level. These
skills refer to the ability and knowledge in using the equipment, technique and procedures
involved in performing specific tasks. These skills require specialized knowledge and
proficiency in the mechanics of particular job.

Human skills - These skills are helpful in the frequent interactions with subordinates. These
skills consist of the ability to work effectively with other people both as individuals and as
members of a group. These skills require a sense of feeling for others and capacity to look at
things from others point of view.

Conceptual and design skills : These skills comprise the ability to see the whole
organization and the inter relationships between its parts. Conceptual skills also include the
competence to understand problems in all its aspects .These skills are not critical for lower
level supervisors. At the middle management level, the need for technical skills decreases,
human skills are still essential, while conceptual skills gain in importance. At the top
management, conceptual and design abilities and human skills are especially valuable, but
there is relatively little need for technical abilities.

Eg: Amazon utilised the business opportunity during lockdown period and catered to the
needs of customers delivering “almost” online (door step delivery) using the managerial
skills.

1.3.1 Problem solving

Problem Solving is the act of defining a problem determining the cause of the problem
identifying, prioritizing, and selecting alternatives for a solution; and implementing a
solution. The problem-solving process.
6-steps to Problem Solving
1. Identify the problem.
2. Do your Research.
3. Generate possible solutions.
4. Make a decision
5. Put the decision into action
6. Awaiting results

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What is Problem Solving?

Before we can even begin to explain what problem-solving is, we need to define what a
problem is. A problem is any type of disturbance from normality that is hindering progress. A
problem can be time consuming and energy wasting. They can be as little as a disagreement,
to as big as miscommunication that costs millions of dollars to fix. Another problem-solving
technique is identifying if whether it prevents you from reaching your goal. No matter the
size of the issue, it is always solved using a similar process in which you identify it at hand,
gather possible solutions, choose the best possible outcome, and implement it moving
forward. That is commonly known as the problem-solving process. If a company neglects any
problems in the workplace, it could potentially get worse and cause failure.

Problem-solving and failure go hand in hand. If there are any hiccups in that process,
everything can easily go awry. For example, if a sales team isn’t aware of the latest quota
change from the last quarter, the team’s expectations might not be met. That is why we spend
so much time and attention on problem-solving because it can be the difference in a
successful business and a failure. According to Forbes.com, some common barriers that will
prevent companies from being successful problem-solvers include the inability to see a
problem, lack of respect, and failure to include all parts involved with the problem, among
others. Here are some other ways a business can fail:

 Training employees is not a priority

 Employees not following proper policies and procedures

 Poorly written guidelines

 Employees placed in the wrong position

 Quality control practices aren’t met

 Maintenance of equipment is ignored

 Poor design or engineering of a product or machinery

 Cheap or low-quality materials

1.3.2 Critical thinking

Critical thinking is the intellectually disciplined process of actively and skilfully
conceptualizing, applying, analysing, synthesizing, and/or evaluating information gathered
from, or generated by, observation, experience, reflection, reasoning, or communication, as a
guide to belief and action.

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Critical thinking is a 21st-century skill that enables a person to think rationally and logically
in order to reach a plausible conclusion. A critical thinker assesses facts and figures and data
objectively and determines what to believe and what not to believe. Critical thinking skills
empower a person to decipher complex problems and make impartial and better decisions
based on effective information.

The skills that we need in order to be able to think critically are varied and include
observation, analysis, interpretation, reflection, evaluation, inference, explanation, problem
solving, and decision making. Specifically we need to be able to: Think about a topic or issue
in an objective and critical way.

Benefits of Critical Thinking Skills in Education

 It allows a student to decipher problems and think through the situations in a
disciplined and systematic manner
 Through a critical thinking ability, a student can comprehend the logical correlation
between distinct ideas
 The student is able to rethink and re-justify his beliefs and ideas based on facts and
figures
 Critical thinking skills make the students curious about things around them
 A student who is a critical thinker is creative and always strives to come up with out
of the box solutions to intricate problems
 Critical thinking skills assist in the enhanced student learning experience in the
classroom and prepares the students for lifelong learning and success
 The critical thinking process is the foundation of new discoveries and inventions in
the world of science and technology
 The ability to think critically allows the students to think intellectually and enhances
their presentation skills, hence they can convey their ideas and thoughts in a logical
and convincing manner
 Critical thinking skills make students a terrific communicator because they have
logical reasons behind their ideas

1.3.3 Creativity
Creativity is defined as the tendency to generate or recognize ideas, alternatives, or
possibilities that may be useful in solving problems, communicating with others, and
entertaining ourselves and others.

Three reasons why people are motivated to be creative:

1. Need for novel, varied, and complex stimulation

2. Need to communicate ideas and values
3. Need to solve problems

1.CREATIVITY HELPS YOU SOLVE PROBLEMS MORE

EFFECTIVELY
Creativity is a valuable tool that can help you solve problems more effectively and efficient.
When you are faced with a problem, it is easy to get stuck in the same patterns of thinking

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and to come up with the same types of solutions. However, creativity helps you break out of
these patterns and come up with new and original ideas that can help you find a better
solution.

2.CREATIVITY HELPS YOU THINK OUTSIDE THE BOX.

Creativity allows you to look at problems and challenges from different angles and to come
up with solutions that may not be immediately obvious. This ability to think outside the box
is essential in today's fast-paced, rapidly changing world.

3.CREATIVITY HELPS YOU COMMUNICATE BETTER.

Creativity is not just about coming up with new ideas, it is also about communicating those
ideas effectively to others. Whether you are giving a presentation, writing a report, or simply
having a conversation, the ability to communicate your ideas in a clear and engaging way is
crucial.

4.CREATIVITY HELPS YOU REDUCE STRESS AND FIND

RELAXATION.
In today's fast-paced world, it is easy to get overwhelmed and stressed out. However,
engaging in creative activities can be a great way to relax and de-stress. Whether you are
sculpting, painting, drawing, or simply doodling, the act of creating something can help you
clear your mind and find a sense of calm. Creativity can also be a great way to express
emotions and cope with difficult feelings, helping you to feel more balanced and centered. So
the next time you are feeling stressed, try engaging in a creative activity as a way to find
relaxation and reduce stress.

5.CREATIVITY HELPS YOU ADAPT TO CHANGE.

Change is a constant in life, and the ability to adapt and come up with creative solutions is
essential for success. Whether you are faced with a personal challenge or a professional one,
creativity can help you find a way forward.

6.CREATIVITY CAN MAKE YOU MORE PRODUCTIVE.

Many people believe that creativity and productivity are at odds with each other, but in fact,
the opposite is often true. When you are able to approach tasks and challenges with a creative
mindset, you are more likely to stay engaged and focused, leading to increased productivity.
Creativity can also help you find more efficient and effective ways of doing things, allowing
you to get more done in less time. So if you want to increase your productivity, try
incorporating some creativity into your work and see how it can make a difference.

7.CREATIVITY HELPS YOU LEARN AND GROW.

Creativity allows you to approach learning in a different way and to come up with creative
solutions to problems. This can help you learn and grow both personally and professionally.
Creativity can also help you develop new skills and expand your knowledge, as it requires
you to think outside the box and explore new ideas. For example, if you are working on a
professional project, creativity can help you find new and innovative ways to tackle
challenges and achieve your goals. In short, creativity is an essential tool for learning and
growth, and can help you reach your full potential.

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8.CREATIVITY HELPS YOU BUILD RELATIONSHIPS AND

CONNECTIONS.
Creativity allows you to connect with others in a meaningful way and to build strong, lasting
relationships. Whether you are working on a team project or simply having a conversation
with a friend, the ability to be creative and think outside the box can help you build deeper
connections with others.

9. CREATIVITY HELPS YOU FIND PURPOSE AND MEANING.

When you are able to approach life with a creative mindset, you are more likely to find
purpose and meaning in what you do. Whether you are working on a creative project or
simply finding new and interesting ways to engage with the world around you, creativity can
help you find a sense of purpose and fulfillment.

10.CREATIVITY CAN HELP YOU LIVE A LONGER,

HEALTHIER LIFE.
Studies have shown that engaging in creative activities can have a positive impact on both
physical and mental health. Creativity has been linked to a reduced risk of depression,
anxiety, and other mental health issues, as well as to improved cognitive function and a
reduced risk of cognitive decline. Creativity has also been linked to increased feelings of
happiness, well-being, and life satisfaction, which can contribute to a longer, healthier life. So
if you want to live a longer, healthier life, make sure to incorporate some creativity into your
daily routine.
In conclusion, creativity is an essential skill that is important in all aspects of life. Whether
you are solving problems, communicating with others, or simply looking for ways to make a
difference, creativity is a valuable tool that can help you succeed and thrive.

Benefits of being creative

1. Become a better problem solver
2. Self awareness and Expression
3. Reduced stress, anxiety and mood disturbance
4. Expanded sense of time
5. Stress relief
6. Feeling of pride
7. Being able to create something special for people

1.3.4 Leadership

The action of leading a group of people or an organisation.” In simple words, leadership is

about taking risks and challenging the status quo. Leaders motivate others to achieve
something new and better.

Leadership is the art of motivating a group of people to act toward achieving a common goal.
In a business setting, this can mean directing workers and colleagues with a strategy to meet
the company's needs.

 Leadership is the art of motivating a group of people to act toward achieving a

common objective.

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 Organizations refer to upper-level personnel in their management structures as

leadership.
 To be an effective leader in business, you must possess traits that extend beyond
management duties.
 Leadership skills can be learned and leaders may evolve.

A person may be referred to interchangeably as both a "leader" and a "manager," though the
two terms are not necessarily synonymous.

Why is leadership important?

Leadership plays a central role in the success and direction of a business. Organizations
depend on successful leaders to communicate its mission, vision and goals, unite team
members around those goals and then achieve them. These capabilities are especially
important in times of crisis.
Hard decision-making is often required for the success and evolution of a business.
Businesses often depend on leaders with high competencies and emotional intelligence to
make tough decisions and solve problems. This level of trust and success often leads to
positive, productive work environments that encourage teamwork, employee well-being and
strong work cultures that are attractive to top talent. Strong leadership is critical to an
organization's competitiveness because it drives change and innovation. The best leaders
keep an eye on changing directions in their industry, promote new ideas from within their
company and bring in innovative thinkers.

Styles of Leadership
1. Autocratic Leadership Style.
Autocratic leadership is a way of managing a business firmly and with little or no
input from others. This type of leader likes to control the direction of the company
based on their own instincts and knowledge. This leadership style is also called
authoritarian leadership.
Autocratic leadership can be highly effective in small organisations where the
leadership team may only have one or two people on it. Since there are so few people
in a position to make decisions in small companies, autocratic leadership can be a
natural fit. However, for large companies with many layers of leadership and
management, it's often better to employ a style of organisational leadership that
includes more voices.
Some experts in the field of leadership disagree with autocratic leadership for its lack
of collaboration and checks and balances. Despite this, they agree that it may work
well when a business of any size is in crisis. In troubled times, a business needs an
authority who can make meaningful decisions that are quickly adopted and highly
productive.

Advantages
1. Quick decision making
2. Clear commands
3. Control
4. Discipline

2. Participative Leadership Style.

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Participative Leadership is a style of leadership which all members of the organisation

work together to make decisions. Participative leadership is also known as democratic
leadership, as management teams encourage all employees to participate. For
instance, if a company executive is a participative leader, they hope to involve all
members of an organisation to help make decisions. Participative leadership can be
most successful in organisations or companies that have defined roles requiring little
management or oversight, such as universities, technology companies or construction
firms.

Advantages
1. Improves Morale - Group members who feel they are part of a team can have
higher morale than if they think they have limited influence.
2. Increases Engagement - Members of the organisation may feel empowered when
they participate in high-level decision-making.
3. Encourages Independence - Employees may require less intense management if
they participate in the decision-making for new processes and policies
4. Fosters Collaboration - By introducing many voices and ideas to the discussion,
leadership is more likely to receive creative and inventive thinking

3. Free Rein Leadership Style.

Also known as laissez-faire leadership, free-rein leadership is a type of management
style where supervisors give team members freedom to complete tasks, make
decisions or solve problems without interfering, unless the employees request it.
Managers provide a hands-off approach by focusing a majority of their time on their
big-picture tasks and letting team members complete their own responsibilities
independently. Supervisors still encourage team members to approach them with
questions about work duties or requests for additional resources, if needed.

Advantages

Encourages an innovative and creative team - Having the freedom to brainstorm and
implement ideas without receiving constant edits promotes an innovative and creative team.
Employees can contribute unique ideas and projects that may improve company performance
and bring in impressive results.

1. Leads to faster decision making - Since free-rein leadership lets employees submit
assignments without waiting for approval or applying edits from managers, they can
quickly implement more initiatives or ideas that could impact the company.
2. Boost Employee morale and job satisfaction - Free-rein leadership allows
employees to feel like managers appreciate their work and trust their abilities, since
supervisors aren't constantly adding edits or turning down their ideas. Employees feel
like their work adds value to the company, which makes them feel more confident in
their skills and performance.
3. Holds employee accountable - Since managers trust employees to make significant
decisions and solve complex problems, they'll feel more in control and confident.
They may understand the importance of being trusted with these responsibilities with

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little to no supervision, which can cause them to more carefully make decisions and to
complete projects with no errors.
4. Prepares them for high level opportunities - Employees who complete tasks under
free-rein leadership can make significant decisions with little guidance from
managers. This shows leadership members that employees can work independently
and can complete high-level duties on their own.

1.3.5 Collaboration

Collaboration is the action of working with someone to produce or create something.

Communication is the imparting or exchanging of information or news.

Collaborative communication creates a more efficient and flexible working environment.

Regular team meetings and group care-planning sessions provide opportunities to set
expectations, clarify responsibilities, learn what other team members are doing and, when
possible, find ways to help each other.

Collaboration skills enable you to successfully work toward a common goal with others.
They include communicating clearly, actively listening to others, taking responsibility for
mistakes, and respecting the diversity of your colleagues.
Advantages

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1. It encourages problem-solving - It’s less likely that employees will face difficulties
solving problems at work if they have a strong collaborative culture within their
organization.

2. It allows employees to learn from each other - When employees from different
backgrounds and at varying levels of experience are allowed to work together,
everyone benefits.

3. Employee productivity rates go up - As employees start working together more

collaboratively, their overall productivity will likely increase.

4. Overall problem-solving becomes easier - Teams bring together different

personalities and levels of experience. This makes solving problems a much easier
process.

5. Team collaboration increases the organization’s potential for change - When

employees collaborate effectively, the company has a higher capacity to adapt to
changes.

6. Remote teams are more efficient - Working from home or working remotely is
becoming commonplace. However, remote workers can also feel detached from their
coworkers.

7. Employee wellness and engagement improve - Employees perform at their best

when they feel as though their contributions are valued and appreciated. Employee
engagement is a key to improving collaboration in the digital workplace.

8. Positive workplace atmosphere is created - Working together allows colleagues to

get to know each other better and build strong social connections.

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1.3.6 Communication

Communication is simply the act of transferring information from one place, person or group
to another. Every communication involves (at least) one sender, a message and a recipient.
This may sound simple, but communication is actually a very complex subject.
Communication- Communication (from Latin communicate, meaning "to share") is the act of
conveying meanings from one entity or group to another through the use of mutually
understood signs, symbols, and semiotic rules. Communication channels is the term given to
the way in which we communicate. It is therefore the method used to transmit our message to
a recipient, or to receive a message from someone else. There are multiple communication
channels available to us today. These include face-to-face conversations, telephone calls, text
messages, email, the Internet (including social media such as Facebook, linkedIn and
Twitter), radio and TV, written letters, brochures and reports. Choosing an appropriate
communication channel is vital for effective communication. Each communication channel
has different strengths and weaknesses.

Eg: Anand Mahindra Chairman of Mahindra Group, uses all his communication channels
very effectively and judiciously

1.3.6.1. Importance of Communication:

Communication is the heart of any organization. Everything you do in the workplace from
the results of communication. While developing your career you will get to know why
communication is important.
 In the Organization:
Communication plays a very important role in the management of any organization. As it
is a tool for sharing thoughts, ideas, opinions and plans in various parts of an
organization. Good communication is required not only in building relationships but also
for a successful business. That is why communication is having tremendous importance
in the organization. Communication helps to increase efficiency at the workplace.
 Importance for Individuals:
Communication is important to express oneself. It also satisfies one's needs. One should
have effective communication for advancement in the career. In your personal life,
effective communication skills can smooth your way and your relationships with others
by helping you to understand others, and to be understood.
o To Secure an Interview:
To secure yourself in the interview you should communicate confidently and
clearly. Good communication skills would help you to get selected for the job.
o For Motivation:
Communication is a basic tool for motivation. This can improve the morale of the
people.

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o To Increase Productivity:
With effective communication, you can maintain relationships. It helps to
increase productivity.
o To Develop Professionalism in Students:
In the future students will become doctors and then they need to communicate
effectively with their patients. They need empathy, friendliness in their
profession for interacting with patients. In the future students will become
political / business, entrepreneurs, and leaders, in all these fields they need to
communicate effectively.
o To Increase the Quality of Being Friendly With Others:
It is important to be friendly with others. Good communication builds strong
friendships. It will give confidence. In this way, communication skills enhance
the ability to understand and share the feelings of each other. It is important
for making friendly relationships.
To sum up, I would like to say that communication plays a major role in
promoting the life of an individual.

1.3.6 Interpersonal Skills; Interpersonal skills are the skills we use every day when we
communicate and interact with other people, both individually and in groups.

The seven types of interpersonal skills that are needed to succeed in an organizational
environment are:

 Verbal communication.

 Non-verbal communication.

 Listening skills.

 Negotiation.

 Problem-solving.

 Decision-making.

 Assertiveness.

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1.3.7 Forward planning- Strategic thinking strategic thinking is only the beginning — you
also need a strategic plan to turn your insights into action.

Strategic thinking is about defining where you want to go and what you want to achieve. It is
useful for when you need to make an informed decision, solve a problem, or improve a
process. Strategic thinking helps you consider the long-term value and consequences of
taking a particular approach.

Strategic planning is about defining how you will implement your vision. It is useful for
detailing the steps needed to solve a problem, improve a process, or deliver something new.
Strategic planning is also critical when preparing for a major change. This could be
embarking on a business transformation or undergoing a merger, acquisition, or other large
organizational shift.

Skills

Effective strategic thinking requires:

 Curiosity

 Creativity

 Boldness

 Open-ended thinking

 Pattern recognition

 Problem-solving

Effective strategic planning requires:

 Organization

 Prioritization

 Critical thinking

 Risk management

 Communication

 Flexibility

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1.3.9 Empathy, Empathy is the capacity to understand or feel what another person is
experiencing from within their frame of reference, that is, the capacity to place oneself in
another's position

Empathy is an enormous concept. Renowned psychologists Daniel Goleman and Paul

Ekman have identified three components of empathy: Cognitive, Emotional and
Compassionate

Eg: You listen intently to what others have to say. You can usually tell when someone is
feeling sad, anxious, angry, or just off. You often absorb other people's emotions and end up
feeling how others are feeling.

You try to figure out how other people are feeling.

What are 5 examples of empathy?

Powerful Examples of Empathy Statements

 It sounds like you did everything you could.

 I can see how difficult this has been.

 The whole thing sounds so discouraging.

 I can totally see why you would be upset.

 This is so hard.

 I can't believe how well you're holding up, considering how much stress you're under.

1.3.10 Value and Culture. Values guide decision-making and a sense of what's important
and what's right. Culture is the collection of business practices, processes, and interactions
that make up the work environment. A company's values should never really change

Importance of cultural values:

Cultural values bind people together which makes them strong and united. It makes people
learn tolerance and understand brotherhood which paves the path of social harmony,
economic improvement and physical well being of the community and the others.

The culture at your organization sets expectations for how people behave and work together,
and how well they function as a team. In this way, culture can break down the boundaries
between siloed teams, guide decision-making, and improve workflow overall.

National culture refers to the vales of a nation, which includes aspects like the issue of
morality, dressing, food, dance, songs, languages and other related things. Organizational
culture relates to the way an organization is structured and run.

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Just as an organizational culture informs what a company works on and how employees
accomplish it, personal cultures inform how we prioritize our days and achieve our goals.
They give shape to how we make decisions and our overall leadership style. They force a
conscientiousness of our own behaviors. Therefore all the 3 cultures are very important for a
Manager to behave as per the requirement.

Eg: Culture of Taj Hotel during terror attack, how employees rescued Customers.

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