PERSONALITY DEVELOPMENT

Course Objectives

 The course intends to develop talent, facilitate employability enabling the incumbent to
excel and sustain in a highly competitive world of business.
 The programme aims to bring about personality development with regard to the different
behavioural dimensions that have far reaching significance in the direction of
organisational effectiveness.
 To make students know about self-awareness, life skills, soft skills, need for personal
development etc.

Course Outcomes

 The student will be able to understand, analyse develop and exhibit accurate sense of self.
 Think critically.
 Demonstrate knowledge of personal beliefs and values and a commitment to continuing
personal reflection and reassessment.
 Learn to balance confidence with humility and overcome problems associated with
personality

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UNIT –I

PERSONALITY - Definition – Determinants – Personality Traits –Theories of Personality –

Importance of Personality Development. SELF AWARENESS – Meaning – Benefits of Self –
Awareness – Developing Self – Awareness. SWOT – Meaning – Importance- Application –
Components. GOAL SETTING Meaning- Importance – Effective goal setting – Principles of goal
setting – Goal setting at the Right level.

Introduction to Personality Development

1.1 Personality
Personality can be defined as the sum total of the ways in which an individual reacts and
interacts with one another and the environment. In other words, personality is an organized
behaviour of an individual to react to a given stimulus in a particular manner. This is most often
in the form of consistent response to environmental stimuli.
The English word 'personality' has been derived from the Latin word 'Persona'. It
means 'to speak through'. Personality can be defined as a dynamic and organized set of
characteristics possessed by a person that uniquely influences his or her cognitions, motivations,
and behaviors in various situations.
Definitions of Personality
There are so many personalities seen among people. Hence there is no single definition to
define personality.
1. "Personality is the organization of person's habits, attitudes and traits, and it arises from the
interplay of biological, social and cultural factors" - Biesanz and Biesanz
2. "Personality is the dynamic organization within the individual of those psychophysical
systems that determine his unique adjustment to his environment - GW Allport (1937)
3. "Personality may be defined as the most characteristic integration of an individual's structure,
modes of interest, behaviour, capacities, abilities and attitudes - Munn
4." Personality is the stable and enduring combination of a person's physical and mental aspects -
Eysenck, H.J (1947)
5. Personality is that which permits a prediction of what a person will do in a given situation" -
Cattell R.B (1967)

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Determinants of Personality
Determinants are the factors which help to shape the well being of a person. The
determinants of personality are generally classified into five factors, they are:
1. Hereditary factor
2. Environmental factor
3. Social factor
4. Cultural factor
5. Situational factor
1. Hereditary factor
The hereditary factor is the genetical factor inherited from the parents.
It determines the physical stature, sex differences, facial attractiveness and intelligence
of an individual
2. Environmental factor
The surroundings of a person are the environmental factors. The home - environment
plays vital role on the personality development of an individual. The parents along with other
family members influence strongly on the child's personality development.
The school-environment is other important factor, which determines the personality
development of the child. The teacher and classmates strongly influence the personality of the
child.
3. Social factor
Social groups, such as friends circle, people in the working place etc. influence the
personality development of an individual.
4. Cultural factor
The traditional beliefs and customs in the way of life are called culture. The custom of
choosing a life partner is different from nation to nation. Culture and also non-verbal
behaviour, such as body movements also differ in each country. These factors have impact on the
personality development of an individual.
1.2. Self Awareness
Meaning
Self awareness is knowing oneself. If one knows his own like and dislike qualities
thoroughly, his conduct with the outer world may not be adversely affected.

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John Jakes states self awareness as

"Be Yourself
Above all
Let who you are
What you are
What you believe
Shine through every sentence you write
Every piece you finish"
According to Emory University's Philippe Rochat, the following are the five levels of
Self Awareness
Level 0 - Confusion
Level 1- Differentiation
Level 3 – Identification
Level 4 – Permanence
Level 5 - Self consciousness
Benefits of Self awareness
 Self awareness identifies an individual's strength and weakness or merits and
demerits.
 An individual can prepare himself to the changing circumstances
 It improves communication.
 It improves inter personal relation of an individual.
 Available resources can be utilised.
 It improves the personality.
Developing Self - Awareness
The state of an individual, known about himself in various aspects, is called self
awareness.
In order to develop self-awareness, the following four points can be considered:
1. Emotional intelligence
2. Personality values
3. Attitude
4. Self evaluation

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1. Emotional intelligence
Emotional intelligence is the ability to recognise one's own feeling with that of others.
2. Personal values
An individual's character depends upon, what he likes or dislikes and personal values of
an individual that are influenced by his parents, religion, society and other external factors.
The important personal values are as follows:
Achievement
Care for others
Democracy
Equality
Ethical working
Family
Health
Independence
Recognition
Religion
Reputation
Risk
Rules
3. Attitude
Attitudes are inner feelings of an individual. If an individual has positive attitude in his
job, he will discharge good performance. But if he has negative attitude in his job, it will result in
inefficient performance.
If an individual has a of flexible nature, he can easily face any challenges around him.
4. Self evaluation
It is the way of evaluating one's strength and weakness.
In the process of self evaluation, an individual can answer the following questions:
What is the aim of his development?
What is his responsibility to his family and society?
What are his strengths and weakness?
1.3 SWOT

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Meaning
The expansion of SWOT is
S- Strength
W- Weakness
O- Opportunity
T- Threats
SWOT is a technique to understand one's strength and weakness and also to recognise the
opportunities offered to him and the threats he has to face.
Importance of SWOT
1. In an organisation, SWOT is helpful to achieve the objectives of the organisation.
2. In an individual, it helps to measure himself.
3. It is used to take quick decision.
4. It helps for planning.
5. It can make a person, an extrovert.
6. It provides clear thinking.
7. It helps to develop good communication.
8. It makes a skilled manger.
9. It helps to avoid one's weakness.
10. It helps to face challenges.
11. It helps to understand one's strengths.
Application of SWOT
SWOT can be applied in the following fields:
1. In Business
2. In Individual's life In
1. In Business
One can run his business successfully by applying SWOT in the following ways:
 Creating objectives of business
 Planning
 Decision making
 Developing new strategies
2. In Individual's life

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By applying SWOT, an individual can attain high status in the society.

It helps to understand one's strength.
It avoids weakness.
It helps to measure interpersonal relationships.
It develops good personality.
Available resources can be used effectively.
Components of SWOT
SWOT has four components. They are the following:
1. Strengths
2. Weakness
3. Opportunities
4. Threats
Strengths and weakness are internal factors. Opportunities and threats are external
factors.
Strengths
Strength is considered as acquiring more knowledge and educational qualifications.
Strength is the internal factor.
An individual can identify his strength and consolidate them as follows:
1. Having additional qualifications.
2. Possessing extrovert personality.
3. Creative thinking.
4. Good understanding.
5. Learning many languages.
Weakness
An individual must know his weakness thoroughly. It is an internal factor. They are:
1. Learning mother tongue alone.
2. Scoring low marks in studies.
3. Unable to speak other languages.
4. Possessing introvert personality.
5. Unable to work outside Tamil Nadu.
After knowing the weakness, he should find out the ways to avoid them.

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Opportunities:
If an individual improves his personality, more opportunities will be available to him. For
the positive approach, he has to make opportunities wherever possible. It is an external factor.
Some of the opportunities are the following:
1. Ability to score high marks in schools and colleges.
2. Ability to learn many languages.
3. Ability to have computer knowledge.
4. Ability to acquire more skills
5. Ability to try for more jobs and select the best suitable job for him.
Threats
A person must anticipate the challenges which may arise to him in future. It is an external factor.
1. Lack of eligibility
2. Lack of competency
3. Lack of communication skill
4. Lack of training
1.4 Goal Setting
Meaning
Goal setting is the desire or ambition to attain a target. Eg.
• Will become a doctor
• Will become a professor
• Will become an Engineer
Importance of Goal setting
 An individual or an organisation must decide the goals that are to be achieved
 Goal setting creates self confidence.
 It achieves success within a short period.
 It develops conduct and character.
 It brings in better results.
 It improves productivity in an organisation.
 It develops cognition knowledge.
 It develops ability.
Effective Goal Setting

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Effective or powerful goal setting should be attained gradually. In order to achieve a

target, the following principles should be followed. They principles are represented as 'SMART'.
It means:
S-Specific
M-Measurable goals
A-Achievable
R-Realistic
T-Time bound
Specific goal
The goal must answer the questions of
What? Where? When? Why?
Eg. I will become a doctor
I will become a doctor before my marriage.
I will become a doctor to serve the poor people
I will become a doctor to serve the rural areas.
Measurable goal
The goal should be a quantitative measure. If it is a quantitative measure it can be easily
achieved.
Achievable goal
The target of the goal must be achievable by our ability. The goal must be designed based
on our skills.
Realistic goal
The goal must be real and workable. It should be cost effective.
Time bound
Stipulation of time is another significant aspect for setting goal. The date of starting and
closing are essential at the time of deciding the goal. It helps to achieve the goal in time.
Principles of Goal Setting
The following are the principles of goal setting
• Desired result
Desired result will be known to an individual before setting the goal, because the goal
should be understandable.

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• Believable
If it is believable, it must be implementable and achievable.
• Controllable
An individual can obtain the goal either with the help of his own ability or with the help
of group efforts.
• Developmentable:-The goals must be useful for the development of oneself and the public.
• Measurable
The goal must be in quantitatively measurable terms.
•Achievable
The target of the goal must be achievable by our ability. The goal must be designed based
on our skills.
Goal setting at the Right level
The goal must be determined in a proper way.
The following factors are considered in setting, the goal:
1. Self confidence
2. Ability to face challenges
3. Ambitions
4. Awareness
5. Knowing the importance
1. Self confidence
Self confidence helps a man to achieve his goal. A man with low self esteem decides that
he cannot achieve goal. So, he does not set goals.
2. Ability to face challenges
Attempt is more important in achieving a goal. If an individual fails in his attempt he may get
success in the next attempt. For example, to get, through I.A.S and I. P. S exams, some may
require two or three attempts.
3. Ambitions
The famous English saying goes that
Aim at Heaven, You get Earth
Aim at Earth, You get Nothing.
So, every individual should have high ambition and know his own abilities.

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Then only he can set his goals.

4. Awareness:-If an individual has enough awareness i.e. know the way of setting goal and also
his ability, he may set goal as per his interest. Ultimately, he gets success. So, setting goal is an
art. Self awareness is the secret of success.
5. Knowing the importance of goal setting
The goal is successfully achieved if one is well-aware of the goal.

UNIT –II

SELF MONITORING – Meaning – High self – monitor versus low self monitor –
11 |Advantages
Page and Disadvantages self monitor- Self –monitoring and job performance.
PERCEPTION-Definition-Factor influencing perception-Perception process –Errors in
perception–Avoiding perceptual errors. ATTITUDE – Meaning- Formation of attitude –
Types of attitude - Measurement of Attitudes – Barriers to attitude change – Methods to
 PERSONALITY DEVELOPMENT

2.1 SELF MONITORING

Self monitoring is the process of observing and evaluating one's behaviour by himself.
It is closely related to self awareness of strengths and weaknesses.
High Self Monitor versus Low Self Monitor
Having a large or comparatively larger capacity in evaluating oneself, is called High self
Monitoring.
Having a small or comparatively smaller capacity in evaluating oneself, is called Low
self Monitoring.
An individual, with high self monitoring has the ability to do all works effectively. But an
individual, who has low self monitoring, does not have the ability to execute the work
effectively.
Advantages of Self Monitoring
1. In improves self awareness.
2. It develops responsible behaviours.
3. It develops independence.
4. It improves skill
5. It improves interpersonal relationships. .
6. It promotes self-esteem
7. It improves productivity.
8. It improves working efficiency
Disadvantages of Self Monitoring
1. It should not be applied in adolescent age
2. It should not be applied before the Review stage of an organisation.
3. It should not be applied by students without teacher guidance.
4. It should not be applied when the students are well organised.

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5. It should not be applied, when the students are not face any difficulty
Self Monitoring and Job Performance
1. Self monitoring develops good personality.
2. It helps to execute the work in an effective manner.
3. It develops self confidence.
4. It develops flexibility.
5. It helps in group co-ordination in work place.
6. It helps to adjust with circumstances.
Perception
Perception is the way by which sensory information is chosen and transformed so that it
has meaning. Perception lies at the base of every human behaviour. It is the cognitive factor of
human behaviour.
Definition
There are various definitions of perception. Some of them are:
Perception can be defined as "the process of receiving, selecting, organizing, interpreting,
checking and reacting to sensory stimuli or data. "- Udai Pareek
Perception is a "process by which individuals organize and interpret their sensory
impressions in order to give meaning to their environment".
Characteristics of Perception
1. Perception is selective i.e. we do not pay attention to all the stimuli around us. We pick and
choose that which is useful to us in the present context.
2. Past experiences (learning) and motivation affect the way stimuli are perceived.
3. It is a combination of activities.
4. It is also useful in organizing activities.
Factors Affecting Perception
Perception is influenced by two kinds of factors. They are internal and external.
Internal Factors
These factors reside in a person's concern. These include one's need, desires, personality
and experience.

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i. Needs and desires: An individual's perception about stimuli is influenced by inter alia, his
needs and desires at that time. Perception varies depending upon variation in his/ her needs and
desires from time to time.
ii. Personality: Personality affects what is perceived during the given situation. A secure
individual tend to understand or perceive others as warm. A self-accepting individual perceives
themselves as liked, wanted and accepted by others.
iii. Experience: Experience and knowledge serve as the basis of perception. Successful
experiences enhance one's perceptive ability. On the otherhand, failure erodes self-confidence. A
perceiver understands stimuli with more accuracy if he has past experience.
External Factors
The external factors relate to what is to be perceived, and to a given situation. These are
size, intensity, frequency, status, etc.
i. Size (magnitude): The larger the object, the more is the probability that is perceived. The size
establishes dominance and enhances perceptual selection.
ii. Intensity: A more intense stimulus attracts more attention (perception) than does a more
subtle one. Intensity is closely related with size. The more intense is the stimuli,the more likely it
is to be perceived. For example, a loud noise or a strong smell will be noticed more than a soft
sound and a weak smell.
iii. Frequency/ Repetition: Repeated external stimuli get more attention than a single one.
iv. Contrast: An external stimulus which stands out against a contrast background will receive
more attention. For example, safety signs with white letters on a red background are more
attracting.
v. Movement: Moving objects attract the attention of people more than stationary objects.
vi. Stimulus changes: Stimulus changes elicit more attention than does sameness or monotony.
A flashing light, for example, attracts the attention of people more than a stable one.
Improving Perception
Accurate perception is a prerequisite for better behaviour. Therefore, improvement of
perception is important. Following points should be carefully followed to improve perception
1. Perceive things accurately.
2. Improve self-concept that helps to perceive others accurately.
3. Be empathetic, so that one can perceive problem of others from others' point of view.

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4. Be positive in attitude. This helps to perceive things positively and more accurately.
5. Improvement in communication helps to deliver right message at the right time.
Perception process
The process of perception is the mechanism of perception. The perception process involves the
following:
1. Receiving information
2. Selecting information
3. Checking information
4. Organising information
5. Interpreting information
6. Reacting to information
These factors can be broadly grouped into three steps.
1. Input
2. Throughput
3. Output.
1. Input
Input is the receiving step of perception process. It is induced by stimuli (Plural, stimulus
singular) The stimuli are the following:
People giving the information
Object giving the information
Event giving the information
State of information
All the stimuli are external factors:
Reception of stimuli is a psychological factor.
2. Throughput
Throughput is the process of analysing the information by the brain.
It is an internal factor.
It involves the following events:
Selecting information
Checking information.
Organising information

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Interpreting information.
Useful information are selected
Selected information are checked
Checked information are organised
Organised information are interpreted.
3. Output
Output is the outcome of perception.
It is also known as action.
It is the behaviour based on the processed information.
It may be positive or negative depending on the information.
The actions may be in the following ways:
• Development of attitude.
• Development of opinion
• Development of impression
Errors in Perception
False perception, caused by internal and external factors is called error in perception.
There are two types of errors in perception.
They are
1. Illusion
2. Hallucination
1. Illusion
Illusion is the misinterpretation of the information by the brain.
It is a type of error in perception.
It is due to internal factors.
They are four types of Illusion: They are
1. Illusion due to distance
2. Illusion due to size
3. Illusion due to colour
4. Illusion due to movement and speed.
Reasons for Illusion
1. Defects in sensory organ

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2. Interests
3. Previous experiences and present selfishness
4. Expectation
5. Inexperience
6. Irregular changes in the environment
7. Habits
Hallucination
Hallucination is an interpretation of brain in the absence external stimuli that has qualities
of real perception. It is a of error in perception. It is induced by external factors.
There are two types of Hallucination. They are
1. Visual hallucination of type
2. Auditory hallucination
Reasons for hallucination
1. Irrelevant to continuous thinking
2. Day dreaming
3. The desire in the unconscious mind
Avoiding perceptual Error
The following factors are considered to avoid perceptual Error.
They are
1. Accurate Perception
2. Self Concepts
3. Empathy
4. Positive Attitudes
5. Avoiding Bias
6. Effective Communication
1. Accurate Perception
Self awareness, communication and interaction are essential for accurate perception.
2. Self Concept
Self concepts refers to self regard and self esteem. Error can be avoided by improving
self concept.

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3. Empathy
Error can be avoided by understanding the situation of a problem.
4. Positive Attitude
Positive attitude avoids error.
5. Avoiding Bias
Error can be avoided by avoiding bias
6. Effective Communication
Effective communication avoids perceptual error.
Attitude
Attitude is defined as the way a person feels, thinks and behaves towards a particular
issue'.
According to Munn, "attitudes are learnt predispositions towards aspects of our
environment. They are positively or negatively directed towards certain people, service or
institutions."
According to Krech and Crutchfield, attitude is "an enduring organization of
motivational, emotional, perpetual and cognitive process with respect to some aspect of the
individual's world.
Salient Features of Attitude
1. Attitude responds to persons, objects or events.
2. Attitude is related to the feelings and beliefs of people.
3. Attitude affects behaviour either positively or negatively.
4. Attitude undergoes changes.
5. Attitude affects perception.
6. Attitude is not inherited but learned from the environment.
Formation of Attitudes
Attitudes are formed through the following:
Direct experience is the most powerful source for attitude formation. More powerful and
strong attitudes are formed from direct experiences. These attitudes are durable and difficult to
change.
Attitudes can also be obtained from environment or society. This is called social learning.
Attitudes are obtained from peer group.

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By observing certain role models, individuals acquire attitudes.

Culture also shapes attitudes.
Types of Attitude
A person can have thousands of attitudes, both positive as well as negative. Persons with
positive attitude deal problems optimistically whereas the negative persons deal them in
pessimistic way.
Keeping Away the Negative Thoughts
There are various ways to get rid of the negative thoughts.
• Stop worrying.
• Never participate in worrying conversations.
• Cultivate friendship with people who have faith, and hope that the world is a good place
to live.
Convince yourself that the whole world will be with you to support you.
Ways to Develop Positive Attitude
Have faith in one's abilities.
Always keep a peaceful mind.
Stop feeling anger. Practice self-control while shouting at others' fault.
Hope for the best. .
Focus on strength.
Think positively.
Measurement of Attitude
Giving points to the answers of pre- set questions related to attitude is called
measurement of attitude.
They are classified into the following four types:
1. Thurstone scale
2. Likert scale
3. Semantic differentials
4. Kelly's repertory grid.
1. Thurstone scale
This is adopted by L.L Thurstone and E.J. Chave
It is also called equal appearing interval scale.

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This type is widely used in the attitude measurement procedure

2. Likert Scale
It is also called summated ratting scale.
This scale uses five points.
3. Semantic differentials.
This technique is adopted by C.E. Osgood, GJ. Suci and P.H. Tannenbaum.
1. It consists of many pairs of statements.
2. The statements are opposite adjectives or phrases.
4. Kelly's Repertory grid
It is adopted by George Kelly.
It uses non parametric factor analysis to determine attitude.
A grid consists of four parts. They are:
1. A topic
2. A set of elements
3. A set of constructs
4. A set of rating
Barriers to Attitude Change
Barriers are the obstacles that come in the way of Attitude change.
The following four factors form the barriers to Attitude change
1. Information gap
2. Threatening
3. Resolving discrepancies
4. Impact of peers
5. Belief in relation to the information of an object.
Methods in Attitude change
The following are the methods adopted in changing one's attitude.
o Optimism
o Being inspired
o Choosing happiness- Solution finding
o Seeking opportunity
o Positive thinking

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Assertiveness
Meaning
Assertiveness is the expression of one's clear decision. It is the expression of one's
opinion and feeling in the correct way.
Assertiveness in Communication
• Gives clear cut statement
• Gives brief statement
• Speaks confidently.
• Speaks without any hesitation.
• Sticks to the point Uses constructive criticism
• Does not hurt others
• Asks questions to find out the opinion of others.
• Avoids excuses
Assertiveness Techniques
1. Passive communication
2. Aggressive communication
3. Passive-Aggressive communication
4. Assertive communication
1. Passive communication
Passive communication is agreeing with other's opinion without hesitance. While
communicating with others in a passive manner, one have the following qualities.
 Asking forgiveness
 Not hurting others.
 Not giving inconvenience to others
 Not disclosing anger
 Has high self esteem
 You are OK -attitude
2. Aggressive communication
Aggressive is defensive and fault finding. Aggressive communication is opposite of
passive communication.
The person who possesses this communication may have the following qualities.

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1. Giving importance to his needs.

2. Cannot listen to the opinion of others.
3. Low self-esteem.
4. Will not have tolerance.
5. I am ok - attitude.
6. You are not ok - attitude.
3. Passive-Aggressive communication
This type of communication is a compromise between passive and aggressive
communication.
This communication is neither positive nor aggressive. In this, information is given
through body movements. This kind of person may possess the following qualities:
• Give information effectively
• Acts with self confidence
• Acts with open mind
• Acts honestly
• I am ok and You are ok - attitude
4. Assertive Communication
Assertive communication is a positive way of communication.
It involves two ways of communication.
This kind of person possesses the following qualities.
1. Understand the feeling of others.
2. Will have self confidence.
3. Will develop high esteem.
4. Will exchange the information honestly.
5. Will give information with self control.
6. Will consider all equally.
7. Will manage the conflict effectively. Benefits of being Assertive
Assertiveness provides the following benefits:
1. Goal is achieved.
2. Gets better communication.
3. Reduces misunderstanding.

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4. Problem solving skill is developed.

5. Less stress and Tension.
6. Gets the co-operation of others.
7. Acts as a guide to others.
8. Develops leadership qualities.
Improving Assertiveness
1. Developing communication
2. Developing problem solved skill
3. Improving self confidence
4. Avoiding angry and tension
5. Understanding the problems of others
6. Giving apt replies.
7. Speaking without hesitation
8. Speaking for other's right.

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UNIT –III

TEAM BUILDING – Meaning – Types of teams – Importance of Team building- Creating Effective
Team. LEADERSHIP – Definition – Leadership style- Theories of leadership – Qualities of an Effect
leader. NEGOTIATION SKILLS – Meaning – Principles of Negotiation – Types of Negotiation –
The Negotiation Process – Common mistakes in Negotiation process. CONFLICT MANAGEMENT
– Definition- Types of Conflict- Levels of Conflict – Conflict Resolution – Conflict management .

3.1 TEAM BUILDING

Team building is creating a group of individual for doing a project effectively.
A team is a group of people working together for a common goal.
The aim of team building is to work together and achieve together.
Team shares the work and doubles the success.
It is the process of gathering the right people and working together for the success of a project.
According to Henry Ford,
 Coming together is beginning
 Keeping together is progress
 Working together is success.
Types of team
Teams are classified into six types.
They are the following
1. Independent Team
2. Interdependent Team
3. Virtual Team
4. Problem solving Team
5. Self Managed Team
6. Cross function Team
1. Independent Team
In independent team, all the members perform the same work.
The success or failure of one member will not affect the performance of other members.
2. Interdependent Team
In interdependent team, the members have different work.
The success or failure of the work depends on the performance of all the members.

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3. Virtual Team
In virtual team, the members are connected with internet.
4. Problem solving Team
Problem solving team is concerned with the solving of the problems of the organization.
5. Self Managed Team
This team is given autonomy.
6. Cross functional Team
In cross functional team, the members are selected from different departments.
Importance of Team Building
1. It helps the team members to understand their strength and weakness.
2. It strengthens team work.
3. It induces creativity
4. It improves communication.
5. It improves team trust.
6. It improves collaboration.
7. It develops problem solving skill.
8. It increases the productivity.
Creating Effective Team
1. A team should have a Leader.
2. The leader must be a role model.
3. Give importance to ideas of all members
4. Communication should be clear.
5. Develop specific goal.
6. Member should be encouraged.
7. Assess team performance.
8. Take consensus decision
3.2 LEADERSHIP
Leadership is the ability of a person to influence a group towards the achievement of
goals. A successful leadership requires behavior that unites and stimulates others towards
defined objectives in specific situations.

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A leader need to be task - oriented. He must be a person whom other members of the
team can rely upon in the time of crisis.
The leadership traits are:
1. Honest
2. Forward-Looking
3. Competent
4. Inspiring
5. Intelligent
6. Courage
7. Self control
8. Pleasing personality
9. Co-operation
10. Sympathy and understanding
11. Mastery of traits
Leadership Styles
The term "leadership style" refers to the way in which a leader influences his followers.
According to Fred E. Fiedler, one's leadership style depends on one's personality and is
therefore relatively fixed.
Leadership style is classified into three types. They are
1. Autocratic or Authoritative Style
2. Democratic or Participative Style
3. Laissez-Faire or Free-Rein Style
1. Autocratic / Authoritarian
Autocratic leader makes almost a unilateral decision on w to proceed. The authoritarian
leadership style is based on the assumption that the leader knows everything and nows what is
best for the organization.
In an autocratic leadership style, the person in charge has al authority and control over
decision making. The subordinates' suggestions have no priority. They have no opportunity to
make suggestion.
Authoritarian leaders can be
• Arrogant

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• Hostile
• Boastful
• Egotistical
Authoritarian leadership is suitable in situations where • Employees are ignorant,
sluggish, lack ambition, dislike responsibility and prefer to be led.
Employees cannot be trusted to do what is right for the organization. Unlimited authority
is thus rightly vested in the leader. Here are some things to keep in mind to be effective when
acting as an autocratic leader:
 Respect your subordinates
 Explain the rule
 Be steady or dependable
 Educate before you enforce
2. Democratic Style or Participative Style
In democratic style of leadership, the leader takes decision after consulting with his
subordinates. It is a co-operative approach towards a problem. It focuses on group relationships.
The democratic leadership style encourages employee participation. Subordinates are encouraged
to express their ideas and make suggestions. Ideas move freely amongst the group and are
discussed openly. All the available information’s are synthesized into the best possible decision..
It is well suited in environments where people have a very high level of expertise such as
software engineers, lawyers, doctors, mature teachers, etc. The democratic leadership style
promotes greater job satisfaction and improved morale. Democratic leaders tend to be
• Warm
• Confident
• Friendly
• Committed
Pros of the Democratic Leadership Style
 Subordinates get opportunity to develop their potentials.
 They are exposed to greater responsibilities.
 Subordinates feel job satisfaction.
 It helps to take right decision
 Cons of the Democratic Leadership Style

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The democratic leader depends on the knowledge of his followers or employees.

Democratic style is time consuming. When you ask people for their opinions, it takes time for
them to explain what they think and for others, to understand what they are saying. If the
business need is urgent, the democratic style is not applicable.
Democratic style is found suitable in the following situations when:
 Subordinates are competent and experienced.
 The leader prefers to involve his subordinates in sharing their ideas. The organization has
made its objectives transparent to the employee.
The following points should be kept in mind to become an effective democratic leader:
• Keep communication open
• Focus the discussion
• Be ready to commit
• Respect the ideas
• Explain, but don't apologize
3. Laissez Faire Style
In this style, the whole responsibility of decision making is left to the subordinates. The
leader has actually no leadership role. The subordinates enjoy full freedom. Since there is full
freedom to the subordinates, it creates chaos and mismanagement in decision making.
Laissez Faire style is suitable in situations like
1. Leader is able to fully delegate the powers of decision making in his subordinates.
2. Subordinates are
• Competent and well knowledge
3. Organizational goal and objectives are well explained to the subordinates.
Theories of Leadership
There are four theories of Leadership. They are the following:
1. Trait theory
2. Behavioural Theory
3. Situational Leadership Theory
4. Fielder's contingency model
Trait Theory
According to trait theory a leader becomes successful by his own personal characters.

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Kelly founded this theory and it is the earliest theory.

Trait theory is further developed by many researchers such as Stogdill, Ghiselli and others.
According to Trait's theory, the following traits are required for a successful leader.
1. Intelligence
2. Attitudes
3. Personality
4. Physical factors -height, weight, health, appearance
5. Judgement
6. Self confidence
7. Supervisory ability
8. Achievement
9. Motivation
10. Self- assurance
11. Decisiveness
12. Emotional stability
13. Communicative skill
14. Human Relations
15. Technical skill
16. Social skill
2. Behavioural Theory
This theory is based on the behavioural activity of the leader 'what leaders do rather
than what they are' -is the policy of this theory.
This kind of leadership has two ways.
1. Functional behaviour
Positively convinced the follower
2. Dysfunctional behaviour:
Follower cannot be convinced.
3. Situational Leadership Theory
According to this theory the most effective leaders are able to adopt their style to the
situation at hand.

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The leaders look at the cues such as the type of the task, the mind of the followers and
other factors that make the task done
This theory suggests that no single leadership style is best.
Paul Hersey and Ken Blanchard founded this theory.
4. Fiedler's contingency model
This theory states that the best leadership depends on nature of the group, nature of the
task and power of the leader.
 The leader fully trusts its followers and the followers will adopt a loyal and co-
operative attitude.
 They are in favour of the company.
 The leadership's style depends on the nature of the task. Clear task requires less
supervision.
 Hierarchical position of the leader.
 Knowledge of the leader.
 Competencies of the leader
 This theory is developed by Fred. E. Fiedler.
3.3 NEGOTIATION SKILLS
Meaning
Negotiation skill is the ability to settle differences that arise among the groups. It is the
ability to reach compromise or agreement.
The word 'negotiation is derived from Latin word 'negotium'
Negotium literally means,
'Neg' means not
'Otium' means 'leisure'
'Negotium' means 'not leisure'
In ancient times, negotiation was business and business was negotiation.
The following are the principles of negotiation. They are:
1. Mutual respect
2. Cause and the problem
3. Solutions
4. Co-operation

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5. Mutual Trust
6. Smooth relationship
7. Clear communication
1. Mutual respect
Both parties must give respect and have self-confidence.
2. Cause and the problem
The cause of the problem should be found out and should be clearly defined.
3. Solutions
In the process, more solutions should be arrived at. The best solution is then finalised.
4. Co-operation
Both parties should co-operate to take a clear solution.
5. Mutual Trust
Action plan is accepted on the principles of mutual trust.
6. Smooth Relationship
Smooth relationship should be maintained. One party should not control or dominate the other
party.
7. Clear Communication
Necessary information’s are to be communicated properly.
Types of Negotiation
1. Managerial negotiation
2. Commercial negotiation
3. Legal negotiation
1. Managerial negotiation
It is between an organisation and its employees. It is the negotiation within the
organisation. So, it is called internal negotiation.
2. Commercial negotiation
It is between an organisation and the consumers. i.e between the organisation and
customers, suppliers, bankers. Mutual trust and give and take policies are maintained.
3. Legal negotiation
It is the deliberation between two parties ending in an agreement.
Process of Negotiation

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The following are the process of negotiation. They are

1. Define the problem
2. Diagnose the cause of the problem.
3. Separate the people from the problem.
4. Focus on interest
5. Arriving at a decision
6. Agreement
1. Define the problem
This is the first step in the process of negotiation. The problem should be presented
clearly to the parties. It helps to gather information regarding the problem and understand why
the situation has happened.
2. Diagnose the cause of the problem
Having defined the problem clearly, the causes for negotiation must be found out. During
this process, one should verify what has been done in the past in this situation and how it was
worked out.
3. Separate the people from the problem
According to this process, the people and the problem are to be separated. Both parties
must explain the problem clearly. Communication must be effective in the course of
negotiation.
One party must hear the problem of other party and accept the opinion of other party.
4. Focus on interest
The interested party must be known first. Both the parties involved should be aware of
the problem to be discussed. Both the parties must act in a flexible manner. Then only definite
decisions may be taken.
Make options for mutual benefit.
5. Arriving at a decision
After diagnosing the causes of the problem, some of the options should be presented to
solve the problem. The best option should be implemented. The option should be agreeable to
both parties.
6. Agreement

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After asking clarification from both the parties, final decision may be taken. During this
process 'making question' and 'keeping silence' are the tools. The selected option should be
implemented with full effort. A written document is made with the signature of both the
parties.
Common Mistakes in Negotiation Process
Sometimes, there may be mistakes or misunderstanding between the two parties
involved in the process of negotiation.
1. Ineffective communication.
2. Misunderstanding the opinion of either party.
3. Refusal of the terms of negotiation.
4. Becoming angry on other party.
5. Not respecting the opinion of other party.
6. Both parties aim to win the negotiation.
3.4 CONFLICT MANAGEMENT
Conflict
Conflict is the difference of opinion between two persons or two groups.
Conflict is a disagreement on a problem between two persons or two groups.
Robbins has defined conflict as follows. "Conflict is a process in which an effort is purposefully
made by one person or unit to block another that results in frustrating the attainment of the
other's goals or the furthering of his interests"
Types The following are the main types of conflicts:
1. Leadership Conflict
2. Cultural Conflict
3. Organisational Conflict
4. Non-organisational Conflict
5. Intrapersonal Conflict
6. Interpersonal Conflict
7. Intergroup Conflict
8. Interorganisational Conflict
1. Leadership Conflict
Leadership conflict is the disagreement between two leaders.

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2. Cultural Conflict
It is the difference of opinion between two or more societies.
3. Organisational Conflict:-It is the difference of opinion prevailing among the employees of
an organisation due to change in the rank.
4. Non-organisational Conflict
The conflict due to personal grudge between two persons is called non- organisational conflict.
5. Intrapersonal Conflict
This conflict arises within the mind of an individual. It is the psychological state of
mind of a person.
6. Interpersonal Conflict
The difference of opinion between two persons or groups is called interpersonal
conflict.
7. Intergroup Conflict
The disagreement between two groups or parties is called intergroup conflict.
It is due to the domination of one group over the other.
8. Interorganisational Conflict
It is the difference of opinion between two or more organisations. It is mainly due to
competition among the organisations.
Levels of Conflict
The difference of opinion arising at different categories is called levels of conflict.
1. Organisational level
2. Individual level
3. Group level
4. Interpersonal level
1. Organisational level conflict
It is the difference of opinion prevailing among the employees of an organisation due to
change in the rank.
2. Individual level conflict
The difference of opinion among the individuals is called individual level conflict
3. Group level conflict
The disagreement among group is called group level conflict.

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4. Interpersonal level conflict

The difference of opinion between two person or groups is called interpersonal level conflict.
Conflict Resolution
The difference of opinion or conflict is universal. It will inhibit progressive
development. So it is inevitable to settle conflict.
The steps taken to avoid the conflicts are called conflict resolution or conflict handling
models.
The following are the conflict resolutions:
1. Problem Solving
2. Avoidance
3. Smoothing
4. Compromise
5. Confrontation
1. Problem Solving:
This technique is applied when conflict is based on misunderstanding of the parties.
Conflicting parties should come together, negotiate and solve the problem.
2. Avoidance:
It an issue that may create difference of opinion or disagreement. It may be avoided or
postponed.
3. Smoothing:
Smoothing is putting aside of the differences existing between the parties.
4. Compromise:
Conflict may be removed by convincing both the parties. 'Give and take' policy is
adopted in compromise.
5. Confrontation:
When the above techniques are not worked out in solving the conflict, confrontation
technique may be adopted. Here the conflict may exist. There is no 'Give and Take' policy.
There will be three types of outcome, namely:
1. Loss to one party and gain to another party
2. Loss to both parties
3. Gain to both parties.

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Conflict Management:-Conflict management is the ability to identify and handle conflicts

sensibly, fairly and efficiently. It creates pleasant, calm and quiet situation in the organisation.
There will be no difference of opinion and disagreement in the organisation.
The conflict management involves two process. They are
1. Preventive step
2. Curative step
1. Preventive step
Conflict may be avoided or prevented from arising. The following steps are taken as preventive
measures:
1. Appointing efficient leader
2. Creating pleasant relations among the individuals.
3. Two way communication
4. Giving incentives
5. Giving Promotion
6. Opportunity is given for decision making.
2. Curative step
This method is adopted after conflict has happened in the organisation.
In order to remove the conflict, the following steps may be taken.
1. The conflicting persons are transferred.
2. Public relation officer may be appointed.
3. The conflict may be brought to the notice of higher official.
4. Awareness must be created.
5. Employees must be treated smoothly.
6. Two way communication may be followed.

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UNIT –IV

COMMUNICATION – Definition – Importance of communication – Process of

communication - Communication Symbols – Communication network – Barriers in
communication – Overcoming Communication Barriers. TRANSACTIONAL ANALYSIS –
Meaning – EGO States – Types of Transactions – Johari Window- Life Positions.
EMOTIONAL INTELLIGENCE- Meaning – Components of Emotional Intelligence
Significance of managing Emotional intelligence – How to develop Emotional Quotient.
STRESS MANAGEMENT – Meaning – Sources of Stress – Symptoms of Stress –
Consequences of Stress – Managing Stress

4.1 COMMUNICATION
The word 'communication' is derived from the Latin word 'communis' which means
common.
Communication refers to the sharing or exchanging of information by speaking,
writing, or using some other means.
It is conveying information from one person to other person. Communication is a two
way process of transmitting ideas and plans.
Definition
William Scott says "Communication is a process which involves the transmission and
accurate replication of ideas ensured by feedback for the purpose of eliciting actions which will
accomplish organisational goals."
Importance of Communication
1. Ideas and concepts can be exchanged by communication.
2. It helps in learning.
3. Discussion, criticism, debating etc. are made through effective communication.
4. Knowledge gaining.
5. It helps to obtain diplomas and degrees.
6. It provides good employment.
7. Poet can communicate his ideas and feelings through poems.
8. A musician can communicate through tunes.
9. Friends can communicate through letters.
10. Written documents are produced as evidence in the court.
11. Disputes are finalised in the court based on the arguments made by the lawyers.

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12. Sales letters and advertisements promote business.

13. Voters are mobilised by effective canvassing by election contestants
14. In an organisation, planning, motivation, control et are made through effective
communication.
Process of Communication
Process of communication refers to the transmission of information from one person to
another and getting a response.
It is a cyclic process, as it begins with the sender and ends with the sender in the form of
feedback from the receiver.
Communication process involves the following components:
1. Sender
2. Message
3. Encoding
4. Channel
5. Receiver
6. Decoding
7. Feedback
1. Sender: The person transmitting the message is called sender.
2. Message: Message is the subject matter of communication.
3. Encoding: The symbol used for communication is called encoding. The symbols include the
following:
Words
Tune
Dances
Actions
Pictures etc.
4. Channel: The communication medium is called the channel. Eg. Telephone
Mobile
Radio
TV
Letter

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Email
Whatsapp. etc.
5. Receiver: The person receiving the message is called the receiver.
6. Decoding: Decoding is the understanding of the meaning of the symbol by the receiver.
7. Feedback: The receiver sending the response back to the sender is called feedback.

Communication Symbols
Communication symbol is the encoding component of communication process. It helps
to understand the meaning of the message given by the sender.
Communication means an exchange of ideas or information from one person to
another. It requires the use of certain symbols.
Words are the main communication symbols.
The following are the communication symbols:
1. Oral communication
2. Words
3. Written communication
4. Body language
5. Facial expressions
6. Gestures
7. Eye contact
8. Tune
9. Actions

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10. Dances
11. Pictures
12. Graphs
13. Diagrams
14. Charts
Communication symbols are classified into the following types
1. Verbal Communication
2. Non-verbal Communication
3. Pictorial Communication
4. Written Communication
1. Verbal Communication Verbal communication refers to using oral words.
Verbal communication includes the following:
Conversation
Speaking
Discussion
Debating
Criticism
2. Non-verbal Communication
Non-verbal communication is in the form of body movements. Non-verbal
communication includes the following aspects:
1. Body language
2. Facial expressions
3. Gestures
4. Eye contact
1. Body Language
Body language is the language one's body speaks. Body language speaks more than
words. With this unique language, one can convey feelings, reaction, need and attitude. Body
language signals are called 'Leakages'. It is called leakage because one may try to tell
something, but the truth will leak out visually. This is because sometimes a person's
movements or gestures can be guided by his subconscious thoughts.

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Some of the negative leakages one should try to avoid while appearing for interviews
include:
• Crossed arms or legs
• Hands in the pocket
• Carrying books across chest
• Playing with watches
• Sitting on the edges of the chair
• Straightening the tie
• Tapping foot
• Fiddling with jewellery or hair
• Biting nails
• Rocking the chair
• Drumming using the fingers
• Clearing throat too much
One can improve personality to a great extent by avoiding behaviours like
• Working when someone is talking to you
• Puffing
• Smirking
• Whispering
• Standing too close
• Grooming yourself
• Tottering
• Crackling knuckles
2. Facial Expression
Facial expression means speaking out one's emotions and ideas through face.
Smile is regarded as a powerful cue that transmits happiness, friendliness, motivation,
warmth, liking, affection, etc. With a gentle smile on the face, one is sending out a friendly
signal, which is almost always reciprocated in a positive manner.
3. Gestures
Gestures mean the way of expressing one's idea through movement of head or hands.

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Gestures are another important part of non-verbal communications. If one fails to use
gestures while speaking, they tend to be perceived as boring, stiff and unanimated. A lively
and animated teaching and speaking style captures the audience attention, at any given point.
For example, nodding the head communicates positive reinforcement, indicating that the speaker
is being heard.
4. Eye Contact
Eye contact is an important tool of interpersonal communication. This factor helps to
regulate the flow of communication. It signals interest in others. Furthermore, eye contact with
the audience increases the speaker's credibility. It is also an important part of effective team
communication skills.
3. Pictorial Communication
In pictorial communication, the message through pictures.
It is a visual communication.
It is the easy way of communication
It is easily understood by layman
The messages are transferred as:
1. Pictures
2. Graphs
3. Diagrams
4. Charts
4. Written Communication
It refers to transmission of messages through written words.
It functions as a permanent record for future reference:
Reports
Orders
Memos
Poem
Dramas
Novels
Documents
Judgements

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Communication Network
Communication network refers to the transfer of information among the individuals, in
a society, schools, colleges, organisation, department, business place etc.
Communication network is of the following types:
1. Formal Communication
2. Informal Communication
3. Downward Communication
4. Upward Communication
5. Horizontal Communication
6. Verbal Communication
7. Non-verbal Communication
8. Pictorial Communication
9. Written Communication
1. Formal Communication
Formal communication refers to interchange of information officially. It is an official
communication. The flow of communication is controlled and is a deliberate effort. This
makes it possible for the information to reach the desired place without any hindrance, at a
little cost and in a proper way.
This communication travels through the formal channel from superior to subordinate.
It is also known as channel of command.
The formal communication is of three types. They are
1. Downward Communication
2. Upward Communication
3. Horizontal Communication

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Informal communication
Informal communication is an unofficial communication. Informal communication
involves unsanctioned, informal communication between organisation members and can flow
in any direction. A specific type of informal communication is the grapevine.
It is free from formalities.
It prevails outside the official work and also in the society
It follows four types of network

1. Single strand - interview

2. Gossip- an individual communicates non selectively.
3. Probability- an individual communicates with other individuals at rundown.
4. Cluster- an individual communicates only selectively and non-randomly.
3. Downward Communication
It is the flow of information and messages from a higher level inside an organisation to a
lower one. i.e. messages and orders start at the upper levels of organisation hierarchy and move
down towards the bottom levels.
It is a formal communication.
4. Upward Communication
It is the process of information flowing from the lower levels of a hierarchy to the
upper levels. Information flows from subordinates to superior.
It helps employees to express their requirements, grievances, personal and family problems.
Employees are motivated by this communication. It provides feedback facility.

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5. Horizontal Communication
It is the transmission of information between people, within the same level of hierarchy.
It is also known as 'lateral' or cross-wise or side way communication.
It is a formal communication
6. Verbal Communication
It is the sharing of information between individuals by using speech. It is also known as
oral Communication.
7. Non-Verbal Communication
Non Verbal communication is carried out through body movements and is not oral.
8. Pictorial Communication
In pictorial communication, the message is conveyed through pictures.
It is a visual communication.
It is the easy way of communication
It is easily understood by layman
The messages are transferred as:
1. Pictures 3. Diagrams
2. Graphs 4. Charts
9. Written Communication
It refers to transmission of messages through written words.
It functions as a permanent record for future reference:
Reports
Orders
Memos
Poem
Dramas
Novels
Documents
Judgements
Barriers in Communication
A communication barrier is anything that prevents one from receiving and understanding
the messages given by the sender.

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The barriers prevent the messages to reach the receiver. There are several reasons for the
barriers in communication
1) Language barrier
2) Emotional barrier
3) Organisation barrier
4) Differences in perception
5) External barriers
6) Internal barriers
7) Personal barrier
8) Gender barrier
9) Cultural barrier
10) Physical barriers like being deaf, dumb, etc.
11) Lack of interest
12) Lack of attention
4.2 TRANSACTIONAL ANALYSIS
Transactional analysis refers to the psychoanalytic process to study the interpersonal
behaviours.
Dr. Berne defined the transactional analysis as the method for studying interactions
between individuals.
Meaning
Transactional analysis is the method of studying and understanding the interpersonal
behaviour.
When people interact with each other, there is an exchange of views, ideas and culture.
This exchange of views and concepts is called transaction.
In this transaction, one person responds to another person. The method of study of this
transaction is called transactional analysis.
Ego states
Berne defined Ego state as a "consistent pattern of feeling and experience directly
related to a corresponding consistent pattern of behaviour"
Meaning

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Ego states are a person's sense of self esteem or self importance. They are the ideas or
opinions of oneself and the feeling of one's own importance and ability.
The word 'Ego' comes from Latin word meaning 'I'. Ego states explain " how we are made up of,
and how we relate to others".
Types of Ego states
Berne classified ego states into three types. They are the following:
1. Parent ego state 2. Child ego state 3. Adult ego state
1. Parent ego state
The set of feelings, thinking and behaviour copied from the parents and their parent's
elder brothers and sisters are called parent ego state.
2. Child ego state
Child ego state refers to the thoughts, feelings and behaviours that are gained and
gathered from childhood experiences.
3. Adult ego state
Adult ego state refers to thoughts, feelings, behaviours and concepts that are gained
through the following factors:
1. Experiences
2. Gathering of knowledge
3. Data processing
4. Problem solving analysis
5. Rational decision making
6. Taking the best from the past
7. Integrating positive aspects of both Parent and child ego state.
Types of Transactions
Transactions are classified into three types:
1. Complementary transaction
2. Non-complementary transaction (or) crossed transaction
3. Ulterior transaction
1. Complementary transaction
Complementary transaction is the one in which the transactional vectors are parallel
and the ego state addressed. is the one which responds.

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A transaction is said to be complementary when the person sending the message gets the
predicted response from the other person.
2. Crossed transaction or Non-Complementary transaction
Crossed transaction can take place between a supervisor and employees or between
employees.
When it happens, a break in the communication is likely to occur. It results unless one
person shifts his response to a complementary ego state.
3. Ulterior transaction
In an ulterior transaction, two or more ego states occur in parallel.
One of these, is an overt or social level message. The other is a covert or psychological level
message.
Johari Window
In the process of human interaction, Johari Window model is used widely.
The ‘Johari window' is named after the first inventors, Joseph Luft and Harrington Ingham.
It refers to the disclosure, of self awareness to others.
'Self' means oneself.
'Others' mean other people in the group.
It is a technique that helps people to better understand their relationship with
themselves and others. It was created by psychologists Joseph Luft and Harrington Ingham in
1955. It was used primarily in self-help groups and corporate settings as a heuristic exercise.
Working of Johari Window
The four quadrants of the model represent the total person in relation to others.
The four quadrants can be compared to a total person.
The four quadrants are similar to four wooden sheets.
A carpenter can increase or decrease the length and breadth of the sheet, to make a
correct size table.
Like this, an individual can increase or decrease the quadrants to develop good
personality and self awareness.
The open area can be increased by reducing the blind area.
The open area can be increased by the following methods:
1. The process of asking and receiving

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2. Reducing the hidden area

3. Reducing the unknown area.
Life positions
Life position refers to the attitude of a person towards himself and towards others.
Life position refers to a person's basic beliefs about self and others, which are used to
justify decisions and behaviours.
It is a fundamental stance which a person takes up, about the essential value he or she
perceives in self and others. It is more permanent than ego states.
4.3 EMOTIONAL INTELLIGENCE
It is defined as the capacity to be aware of, be central and express one's emotions and
to handle interpersonal relationships, judiciously and empathetically.
individuals with in a group. It is also used to assess and improve a group's relation with other
group.
It is the key to both personal and professional success.
Meaning
It is the capability of an individual to recognise his own emotions and those of others,
to discern between different feelings and label them appropriately, to use emotional information
to guide thinking and behaviour.
It refers to the ability to identify and manage one's own emotions as well as the
emotions of others.
The word 'emotional intelligence' was coined by Mayer and Salovey.
Components of Emotional Intelligence
In 1990, John Mayer and Peter Salovey theorised that unitary intelligence underlay other
skill sets.
Daniel Goleman, an American Psychologist in 1995 developed five key elements that
define emotional intelligence. They are
1. Self awareness
2. Self regulation
3. Self motivation
4. Empathy
5. Social skills

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1. Self awareness
It means 'understanding oneself'
Helps to recognise one's own limitations
Helps to develop free thinking.
Helps to develop positive outlook.
2. Self Regulation
It means ‘managing oneself'
It has the following emotional competence:
Self control
Reliability
Optimism
Truthfulness
Adaptability
3. Self Motivation
Intrinsic motivation plays an important role.
People are motivated by things beyond external rewards like fame, money, etc.
Such people have a passion to fulfill their own inner needs and goals.
4. Empathy
It is the ability to understand other people.
It implies to have interest in other's concerns.
5. Social skills
It refers to handling others. It has the following competencies:
1. Conflict management skill
2. Communication skill
3. Relationship skill
4. Leadership skill
4.4 STRESS MANAGEMENT
The word 'stress' is derived from Latin word 'stringere' means 'to draw tight'. It was
popularly used in the 17th century to mean hardships, straits, adversity or affliction.
Definition:-Stress management is a technique intended to equip a person with effective copying
mechanism for dealing with psychological stress.

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Meaning
Stress management is a process that helps to control an individual’s level of stress.
It is developing skills to handle or minimize the physical and emotional effects of
tension, anxiety etc.
Sources of Stress
Stress is basically a tension or anxiety due to some sort of pressure.
Stress is experienced due to many factors. Sources of stress are of the following types:
1. External stress
2. Internal stress
3. Environmental stress
4. Social stress
5. Physiological stress
6. Psychological stress
7. Organisational stress
1. External stress
External stress arises from outside an individual.
It is the force that is not under the control of an individual.
This source has an impact on an individual's quality of life.
Eg: Financial problems, relationship difficulties.
2. Internal stress
Internal stress arises from within an individual.
This thought or behaviour comes from one's psychological mindset or expectations.
It determines our body's ability to respond to or deal with such factors.
Eg. Illness, intense worry about an event, etc.
3. Environmental stress
Environmental stress arises from our surrounding.
It causes minor irritation, discomfort or aggression based on the severity of the stress.
Eg: Noise, weather, war, natural disaster, etc.
4. Social stress
Social stress results during interaction, socializing and communicating with others.
It affects the quality of one's relationship with others.

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Eg. Conflict between co-workers, financial stress, disagreements, etc.

5. Physiological stress
Physiological stress arises due to improper sleep, poor nutrition, sedentary lifestyle,
etc.
This increases the level of stress in the body of an individual.
Eg. Chronic illness, pain, injury, etc.
6. Psychological stress
This type of stress is created when a person is unable to handle or cope-up with a
situation.
It may also arise when a person thinks in a negative way or exaggerates an issue.
Eg. Marital problems, death of a loved one, etc.
7. Organisational stress
It arises from the work environment, often due to job stress.
It involves the demands and pressures given by the organisation, business etc.
Eg. Deadlines, loss in the business, etc.
Managing stress
1. Develop positive attitude.
2. Accept the fact that some events are not under our control.
3. Avoid becoming aggressive and be assertive.
4. Exercise regularly
5. Eat balanced diet.
6. Manage time effectively.
7. Take sufficient rest.
8. Have adequate sleep.
9. Watch out for signs of stress overload and take early steps to overcome it.
10. Be realistic.

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UNIT –V

SOCIAL GRACES – Meaning – Social Grace at Work – Acquiring Social Graces. TABLE
MANNERS – Meaning – Table Etiquettes in Multicultural Environment- Do’s and Don’ts of
Table Etiquettes. DRESS CODE – Meaning- Dress Code for selected Occasions – Dress
Code for an Interview. GROUP DISCUSSION – Meaning – Personality traits required for
Group Discussion- Process of Group Discussion- Group Discussion Topics. INTERVIEW –
Definition Types of skills – Employer Expectations –Planning for the Interview – Interview
Questions Critical Interview Questions.

5.1 SOCIAL GRACE

Definition
Social grace refers to the general behaviour or attitude of being polite and welcoming
to people.
Social grace gives the best first impression of one self, and builds treasured
relationships that last lifetime.
The important rule to develop social grace is to have self-awareness.
Meaning
Social grace means the skills used to present one self and interact politely in social
situations.
It includes social manners, etiquettes, deportment and fashion.
Social Grace at Work
Social grace at work place refers to the pleasing behaviour of oneself.
The workplace social grace involves the following:
1. Introduce yourself in a pleasing and earnest manner.
2. Maintain proper manners.
3. Co-operate with fellow staff.
4. Respect co-workers.
5. Listen to fellow worker's ideas and suggestions.
6. Make eye contact during communication to have effective interactions and to
eliminate distraction.
7. Be punctual and never make others to wait. Eg. Meetings, telephonic discussions.

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8. Remember the names of co-workers, from juniors to higher officials.

9. Ignore listening to gossips, others' unsolicited judgments, chatter etc.
10. Never be aggressive to co-workers
11. Do not give back-handed compliments to co-workers. Eg. "You always............",
"Just kidding", etc.
12. Be aware of cultural norms, behaviour and expectations of fellow staff.
13. Thank others for their time, work, space, help etc.
Acquiring Social Graces
 Acquiring social graces is gaining the knowledge on social graces.
 It should begin from childhood.
 However, it is acquired throughout one's life.
 It is acquired through experiences, listening, reading etc.
 Parents should encourage their children to follow social grace from childhood.
 One should take interest to know about others and understand their problems, feelings
etc.
 One should have good intention.
 Be kind, honest and thankful to all.
 Avoid open conflicts with others.
 Adapt your behaviour to various situations.
5.2 TABLE MANNERS
Definition
Table Manners are the patterns of behaviour while eating in a dining table.
It is a set of rules and etiquettes that one should follow while eating his food in groups.
It is an important aspect of personality development.
Meaning
● Table Manners mean the way we should behave, when we eat a meal at a table.
It means the way,
- one uses the cutlery.
- the cutlery that can be used.
- how one should sit at the
- how one acts as a host.

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In other words, table manners are a reflection of one's upbringing and social class.
Good basic table manners ensure that both host and guests are comfortable at the
table.
Table Etiquettes in Multicultural Environment
Table etiquettes are the good manners that have to be followed, while eating a meal at
the table.
Due to globalisation, people from many countries and cultures across the world meet
together for meals.
Geographical, environmental, cultural and ethnic customs, different lifestyles etc.
among people lead to different diet cultures and manners.
Etiquettes to be Followed
1. Seating
2. Utensils for eating
3. Body language
4. Conversation
5. Food
6. Serving
1. Seating
-Protocol for seating should be followed, as per the culture.
- Ladies and gentlemen can be seated next to one another or separately as per the
culture.
- Guests should get seated in the places allotted for them.
- should sit properly in the chair.
- should not lean towards the table.
- should not sit at the tip of the chair.
2. Utensils for eating
- Utensils like knife, fork, chopstick should be provided as per the culture of the guest.
- Before food, the fork and knife should be placed parallel.
- The fork should be held in the left hand, the knife in the right hand to cut food and to
carry food to the fork.

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- To signal that you have finished eating, place your fork and knife like an X, not
parallel. But, follow the style according to the continent.
- After finishing, do not push your plate and dishes.
3. Body Language
- Sit properly at the table
- Do not sit at the tip of the chair.
- Do not rest your elbows at the table.
- Do not swing your foot, or twirl your hair.
- Do not fake a cough or cross your arms across your body. It signals your uneasiness.
- Always keep your feet stable and hands away from your face.
4. Conversation
- Avoid talking gross things.
- Do not talk with mouth full.
- Use words carefully and pays attention to the reaction of the person, you are speaking
to.
- Think before you speak.
5. Food
- The food options should be balanced with the culture of the guests.
- Food should be passed in a counter -clockwise manner (to your right)
- Finish everything served on plate.
6. Serving
- Food should be served to the guest first; or as per the instruction.
- Food should be served always from the left side of the diner.
- Do not stretch across the table or cross other guests, to reach food.
4.3 DRESS CODE
Definition
Dress code is an accepted way of dressing for a particular occasion or in a particular
social group.
Inappropriate dressing can be embarrassing and awkward for the person and others.
Meaning:-Dress code is a set of written and often, unwritten rules about the kind of clothes,
people are permitted to wear.

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This varies from place to place and from occasion to occasion.

Dress code indicates uniformity and discipline at the concerned place.
It teaches one, on how to stay united at a place.
Dress Code for Selected Occasions
- Dress code differs from society to society, and from occasion to occasion.
- One should know on how to dress for a particular occasion.
- Based on the occasion, dress codes are of the following types:
1. Casual Attire
2. Business casual Attire
3. Formal Business Attire
4. Semi- formal attire
5. Formal attire.
1. Casual Attire
- It is associated with emphasizing personal comfort, personal style and individuality.
- It differs again based on whether it is conducted indoors or outdoors.
- There are no set rules.
2. Business casual Attire
- It is less formal than traditional business clothing.
- But it looks professional and office appropriate.
- This dress code encourages employees to project as a professional.
-It still permits the employees to be more casual and have relaxed clothing.
3. Formal Business Attire
- It is worn by ultra professionals
- It depends on the workplace
- It enhances the professional image of the work place environment.
4. Semi- formal attire
- This dress code is suited while attending party, dance events etc.
- It lies between formal and cocktail dresses ( casual)
5. Formal Attire.
- This dress code varies depending upon the event and the purpose.

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-This is applicable for the most formal occasions such as weddings, celebrations,
funerals etc.
Dress code for an Interview
1. Formal business attire is seen as the standard interview dress code.
2. Always choose light coloured dresses.
3. Do not wear too bright or flashy coloured clothes.
4. Men should wear button -up shirt with a collar.
5. Men should wear long sleeved shirt that is white or colour co-ordinated with suit.
6. They should wear matching socks.
7. Should prefer dark shoes that are polished and free of scratches or stains.
8. Avoid wearing open toe shoes.
9. Avoid wearing jeans and shirts without collar.
4.4 GROUP DISCUSSION
Definition
Group discussion is a face to face meeting of a number of people to exchange and share
their ideas freely to reach a decision on a topic.
It is a formal and organised discussion.
It allows its participants to share their views and opinion with other participants.
Meaning
● Group discussion is an activity, in which a small number of persons meet face to face,
and exchange and share ideas freely or attempt to reach a decision.
Importance of Group Discussion
1. In personality tests
2. Screening candidates
3. Testing the potential of candidates.
4. To reach at a decision on a topic.
Personality Traits Required for Group Discussion
1. One should be a good team player.
2. Should possess leadership quality.
3. Should have good reasoning ability.

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4. Should be assertive-should be emphatic, positive and confident in delivering own

ideas.
5. Should be flexible; should be open to others' ideas and in the evaluation of own
ideas.
6. Should have thorough knowledge of the topic.
7. Well- verse in the topic.
8. Should have skills to clearly express the ideas (communication skills)
9. Should have creativity and out of box thinking capacity.
10. Should be aware of the micro and macro environment.
11. Should be a good listener.
12. Should have inspiring ability - one should incorporate views of all the team
members.
13. Should have strong command over the language.
14. Should use apt language and have smooth flow of the talk.
15. Should not use technical terms, if the group has mixed population.
16. Should be able to restate the ideas in different words, instead of repeating them.
17. Should never underestimate others in the group.
18. Should be able to accept criticism.
Process of Group Discussion
Group discussion involves the following processes:
1. Initiation or orientation
2. Central group discussion
3. Conclusion
1. Initiation or orientation
Group discussion is organised by an initiator or a dealer
The initiator should make sure that all participants are comfortable.
All members should be asked to introduce themselves.
The initiator should briefly inform the ground rules to be followed.
• The initiator should briefly introduce the topic.
2. Central Group Discussion
 A person, well-versed on the topic should be given opportunity to initiate a discussion.

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 The initiator should ensure a balanced participation during discussion.

 Domination of any participant should be controlled.
 Participants should not interfere with other's talk.
 Participants should avoid talking simultaneously.
 The initiator should step in, if there is conflict between two persons.
 All the participants should be asked to discuss the point in a respectful manner.
 Difference of opinion can be only on the concepts or ideas, but there should not be
personal grudge.
 All participants should be encouraged to share their views.
 Initiator should motivate all participants to share new ideas.
3. Conclusion
 The initiator should review the discussions briefly.
 Outcome of the discussion should be shared.
 Ensure that everyone understands the key points.
 Provide time, if anyone want to disagree with the summary
 Avoid raising new points.
 Be concise.
 The initiator should thank everyone for time and effort.
4.5 INTERVIEW
Definition
Interview is a process of evaluating the suitability of candidates for admission or
employment.
According to Scott, "An interview is a purposeful exchange of ideas, the answering of
questions and communication between two or more persons".
Jucius Michael defined interview as a face to face, oral, observational and person
appraisal method.
Meaning
Interview is a formal meeting in which one or more persons question, consult or
evaluate another person.
It is an organised meeting to get information about candidate and provide information
regarding company and job requirements and to assess suitability of the candidate.

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Types of Skills
Skill is the ability to do something or expertise oneself in any activity.
Developing certain skills will help you to succeed in interviews. They are the following:
1. Communication skill
2. Teamwork
3. Positive attitude
4. Work ethic
5. Planning skills

6. Time and work management skills

7. Problem solving skills
8. Flexible and adaptability skills
9. Presentation skills
10. Management skills
11. Ability to initiate and drive through
12. Analytical skills
13. Training ability
14. Learning capability and willingness
15. Confidence
16. Enthusiasm
17. Strong work value
18. Technical skills
19. Punctuality
20. Ability to work under pressure or stress
21. Willingness to travel, if officially required.
Employer Expectations
1. Punctuality
2. Open-mindedness
3. Flexibility
4. Reliability
5. Commitment

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6. Demonstrate dependability
7. Self motivated
8. Positive attitude
9. Willingness to learn
10. Being proactive
11. Team player
12. Dedication
13. Involvement
Planning for the Interview
1. Analyse the job.
2. Research the organisation to get background information.
3. Make a list of your assets and compare to the job requirements.
4. Prepare responses to the resume based questions and frequently asked questions
5. Plan what to wear.
6. Keep the things ready that are to be carried for interview. Eg. Resume copies, list of
references, pen, notepad, portfolio, if any.
7. Prepare the questions to be asked at the end of interview.
8. Practise interview etiquettes.
9. Get direction to the interview spot, in advance.
10. Arrive in advance
11. Make yourself tension free.

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