Course Code: OE116KP

III Year B.Tech II SEMESTER

BEHAVIOURAL SKILLS AND PROFESSIONAL
COMMUNICATION
OPEN ELECTIVE – 2

Academic Year 2020-2021

Department of Humanities and Mathematics

G.Narayanamma Institute of Technology and Science for women
Hyderabad
AUTONOMOUS R-18 REGULATIONS
Course Code: OE116KP

BEHAVIOURAL SKILLS AND PROFESSIONAL COMMUNICATION

OPEN ELECTIVE – 2
THIRD YEAR B.TECH II SEMESTER

CONTENTS

UNIT – 1 : Life Skills

UNIT – 2 : Critical Thinking Skills
UNIT – 3 ; Managerial Skills
UNIT – 4 : Professional Skills
UNIT – 5 : Human Values and Professional Ethics

MODEL QUESTION PAPER

Syllabus

Psychometric Tests
 BUSINESS SKILLS AND PROFESSIONAL COMMUNICATION

Course Objectives:
1. To achieve the desired life skills and social skills in their workplace.
2. To enable the students to handle and to overcome the professional
challenges and conflicts in a working environment.
3. To facilitate the students to understand and develop their managerial
skills in a professional environment.
4. To help the students understand professional and cross cultural
communication through digital technologies.
5. To develop critical thinking skills for speech and writing.

Course Outcomes:
After the completion of the course, the students will be able to
1. Communicate with more confidence and self-esteem.
2. Give better presentation and explanation using digital aids and tools.
3. Perform effectively and efficiently in the work place environment.
4. Exhibit better tolerance and receptiveness in understanding and
accepting diversity.
5. Apply higher thinking order in the self-development process.
6. Equip oneself to handle the work related challenges and conflicts
professionally.
 BUSINESS SKILLS AND PROFESSIONAL COMMUNICATION

UNIT – 1

LIFE SKILLS
1. BEHAVIORAL SKILLS
2. PROFESSIONAL COMMUNICATION
3. LIFE SKILLS
4. SOCIAL SKILLS
5. CONFIDENCE BUILDING AND SELF-ESTEEM
6. Attitude
7. Emotional Intelligence
8. Professional Etiquette and Manners
9. Johari Window
 UNIT – 1: BEHAVIORAL SKILLS

1.1 What are Behavioral skills?

Developed in the 1970s by various industrialist psychologists, behavioural
skills are one of the key factors used to assess one’s performance and
attitude. These skills are often termed as good character, friendliness,
maturity, and common sense. Most people tend to make this mistake of
thinking that these characteristics come naturally as a part of being good or
smart, but it is not limited to that. Behavioural skills are not restricted to
your actions but help in determining your chain of thoughts and emotions.
Most of these skills are social in nature that helps you better connect with
people.

1.2 Importance of Behavioral skills.

Behavioural skills play an important role in personality development, career
growth as well as incorporating an inclusive corporate culture. Here are the
top reasons why behavioural skills are important:
 Behavioural skills help you become a better leader.
 They help in accelerating career growth by equipping you with
adaptability and transferable skills.
 These skills also contribute to personality development by
enhancing your communication skills, workplace behaviour and
organisational skills.
 They boost your employability by making you an effective
candidate for your chosen career.
 Behavioural skills build confidence and proactivity thus help you
become a better individual, personally and professionally.
 These skills enhance the work culture as employees
communicate better within teams, take up leadership roles and
become productive.
 They inculcate a welcoming, empathetic and inclusive workplace.

1.3 Essential Behavioral skills.

Gone are the days when traditional skills development training
programs or educational qualifications were sufficient to prepare you
for workplace success. Today, firms want their employees to excel, not
just in their work but also their interpersonal skills, irrespective of the
position they hold. Though theoretically, it should be inculcated as a
lifelong learning habit, companies often fall short of this objective due
to several external and internal factors affecting their executive
education system.
The future of work is highly digital, connected, and collaborative.
Behavioral skills specialists believe that employees need to focus on
developing specific people skill sets to be successful and happy at
work.
1.4 Here are the top 10 behavioural skills for students and
employees:
1. Communication
2. Conflict Resolution
3. Self Improvement
4. Time Management
5. Stress Management
6. Patience
7. Balance Between Professional & Personal Life
8. Empathy
9. Decision-Making
10. Problem-Solving

1. Communication
Communication is a vast area to explore with different sub-skills
ranging from appropriate body language and eye contact to the ability
to write a clear and accurate piece of information. One of the major
communication skills includes the accuracy in listening and following
instructions. We often tend to ignore what people say or even ask for
follow-ups to check their understanding. This leads to inaccurate
assumptions and creates inefficiencies and frustrations at work. Having
excellent communication skill can actually help you efficiently grow in
an organisation.

2. Conflict Resolution
There are situations of imbalance and friction within an organisation
due to the conflict of interests or disagreements between employees.
Resolution can be seen as an offshoot of communication, though it is a
distinguished skill that is hard to develop due to hesitation and
intimate nature of the workplace. In its worst cases, these conflicts can
intensively grow and damage relationships and personal reputation.
Moreover, it can also affect the company as a whole. Therefore,
conflict resolution is one of the most important behavioural skills that
teach ways to resolve different types of conflicts, make individuals
aware of the potential problems and also facilitate teamwork and
cooperation among employees. Feedbacks can help build coordination
among people.

3. Self Improvement
Having an insatiable curiosity as well as a persistent attitude towards
self-improvement is amongst the pivotal behavioural skills to inculcate
in yourself. Having a limited knowledge will only lead to the repeated
form of tasks carried out every day while augmenting your knowledge
about new things will help you grow and explore new horizons. This is
 why working on self-improvement must be a crucial aspect to consider
on your journey to furnish behavioural skills.

4. Time Management
One of the underrated attributes of an employee, time management
does not refer to the employee’s ability to meet deadlines, but an
efficient organisation and execution of their work to complete a
particular task on time. While time management relies more on the
abilities and habits of the employee, you can develop efficiency in your
performance. Behavioural skills include removing distractions such as
cell phones and social media to ensure that you are fixed on your
schedule. Try to place your assignments into short multiple goals that
can help you push yourself and achieve them quickly.

5. Stress Management
From juggling multiple tasks and responsibilities at work to facing
personal struggles at home, an individual cannot escape the
underlying stress throughout their day. This is where an important
behavioural skill comes to your rescue. Stress management is a skill
everyone needs to master in the present times where our entangled
devices and even more complicated lives can increase our tendency of
getting stressed, anxious and depressed easily. While workplaces have
started adopting activities to help their employees take time away
from their stressful schedules, adapting efficient stress management
strategies on the personal front can surely transform your outlook on
life. To implement better stress management in your daily routine, the
best ways to tackle the intense situations is through meditation, yoga,
physical activities such as running even for a half an hour, etc. can
amazingly guide you towards becoming good at handling stress and
implement equanimity in your life.

6. Patience
This is one of the less conventional skills on the list, but has an
important role to play. In this fast-paced world reinforced by
technology, we forget that everything takes its own time and all you
need is a little patience to hold onto your emotions and personal
greed. Some of the important behavioural skills in this section include
time training, completing projects, improving skills and meeting goals.

7. Balance Between Professional & Personal Life

Amongst the most crucial behavioural skills, bringing a balance
between your work tasks as well as personal is quite a tricky task.
Strenuous work schedule can definitely impact your physical and
mental well-being and this is why it becomes paramount to ensure that
 there is a healthy equilibrium between these two aspects of your life.
So, it is good to devote yourself fully to your work and passionately
contribute to the growth of your organisation but it is also important
that you cultivate self-awareness of your limits as well as health which
will only help you work in the most effective and efficient manner.

8. Empathy
Empathy is one of the top behavioural skills for employees in the
workplace as well as in one’s personal life as well. It can be simply
defined as awareness or sensibility to understand another person’s
emotions and feelings from their point of view. In a workplace,
empathy plays a key role in building a strong team where members
are aware of each other’s sensibilities and perspectives and the team
leader is able to delegate tasks knowing what every member is
capable of doing.

9. Decision-Making
The ability to make decisions in an efficient and effective way is
another important behavioural skill that can help you thrive in your
career. In order to take a particular decision, you must gather the
requisite information, assess alternative resolutions, learn about the
pros and cons and then approach the problem. This process can be
rigorous but taking optimal decisions can take you far in life thus
making it an essential skill to be successful in the present ever-
evolving world.

10. Problem-Solving
Whether you are a manager or a team member, you would need good
problem-solving skills to accomplish any goal or milestone at work. In
order to solve a problem, you must first identify the issue, prioritize,
find alternative solutions and then implement those solutions to see
how effectively it works for you. This is one of the most in-demand
behaviour skills in every job sector because as an excellent problem-
solver, you can be a good leader as well as team member and succeed
better in your workplace.

1.5 Professional Communication

The term professional communication refers to the various forms of
speaking, listening, writing, and responding carried out both in and beyond
the workplace, whether in person or electronically. From meetings and
presentations to memos and emails to marketing materials and annual
reports, in business communication, it's essential to take a professional,
formal, civil tone to make the best impression on your audience, whether its
members be your colleagues, supervisors, or customers.

1.6 ISSUES
  Social Media Reflects on Your Brand
With a bevy of social media avenues representing your (and your
company's) public face, it's critical that the communications presented there
represent you well.
Author Matt Krumrie elaborates: "For professionals, their brand shows
through on their LinkedIn photo and profile. It shows through with your e-
mail signature. It shows on Twitter by what you tweet and through your
profile description. Any form of professional communication, whether it’s
intended to or not, reflects your personal brand. If you attend a networking
event, how you present yourself is how people perceive you and
your brand."
Remember that what's sent in an email or posted on the Internet is very
tough to completely delete, and if it's been saved by someone (such as in a
forward or retweet), it's possible it won't ever completely go away. Have
others review what you plan to post, not only for typos and factual errors but
for potential cultural insensitivity. Even be careful of what you post on your
personal sites and pages, as they can come back to haunt you
professionally, especially if you deal with the public or customers in your job
—or someday will want a job that does.
 Intercultural Communication
One issue in today's global, interconnected economy is the potential for
miscommunication when dealing with people of other cultures if employees
are not sensitive to the norms of people that they have to interact with—and
a company doesn't have to be dealing with people across the globe for this
to apply. Even people from across the United States have different ways of
communicating. Someone from the South or Midwest might find the
bluntness of a New Yorker off-putting, for example.
"Intercultural communication is communication between and among
individuals and groups across national and ethnic boundaries," notes
authors Jennifer Waldeck, Patricia Kearney, and Tim Plax. It can also come
up in rural vs. urban or generational divides. They continue:
"Intercultural communication can become especially problematic for
business communicators when they begin to believe that the way people in
their dominant culture communicate is the only or best way, or when they
fail to learn and appreciate the cultural norms of people they do business
with." ("Business and Professional Communication in a Digital Age."
Wadsworth, 2013)
Fortunately, companies have a wealth of resources available to them under
the umbrella of "sensitivity training." Working with a diverse set of
colleagues can help everyone understand others' perspectives. Tap into your
colleagues to learn their points of view and prevent gaffes in your
communications before they happen.
 2.PROFESSIONAL COMMUNICATION
2.1 Importance of Professional Communication
Some benefits of effective communication you will see in- and outside your
office when you take the time to nurture these skills.
 Building trust
Effective communication fosters trust with others. Your ability to listen
attentively and embrace different points of view helps others trust that you
are making optimal decisions for everyone in the group. As you serve as a
role model, this trust will extend to your team and they will feel as though
they can trust their teammates to fulfill their duties and responsibilities.
 Preventing or resolving problems
The ability to communicate effectively plays a large role in resolving conflicts
and preventing potential ones from arising. The key is to remain calm, make
sure all parties are heard and find a solution that is ideal for everyone
involved.
 Providing clarity and direction
With effective communication skills, you’re able to deliver clear expectations
and objectives for your team. This involves finding constructive ways to point
out when something isn’t working as well as providing helpful feedback to
get people back on track. They will understand their specific tasks and
responsibilities, as well as those of their teammates, which will help
eliminate conflicts and confusion.
 Creates better relationships
Good communication also improves relationships, both with employees and
in your personal life with friends and family members. Listening carefully and
offering quality feedback helps people to feel heard and understood. This, in
turn, nurtures mutual respect.
 Increases engagement
With people feeling more confident in their work and in their understanding
of what they need to do, they become more engaged with their work as a
whole. According to a recent study exploring the psychology of employee
engagement, only 15% of adult employees are engaged with their
employers. By prioritizing effective communication, you can increase
engagement, and thus boost satisfaction, among your team members.
 Improves productivity
When team members understand their roles, the roles of others and your
expectations, they can focus more on their work and less on workplace
issues. With effective communication, conflicts are resolved quickly,
employees can better manage their workload and distractions are
minimized. These benefits contribute to greater productivity for you and your
team.
 Promotes team building
With improved communication, team members will be better able to rely on
each other. You will not have one team member feel as though they have to
carry the entire group. This improved division of labor will encourage positive
feelings and relationships between the team members, which leads to
improved morale and work experiences.
Good communication skills can play an important role in nurturing positive
work experiences for your entire team. As people feel listened to and
understood by you, you naturally improve your work environment. If you
want to learn more about how to improve your leadership skills, including
your communication strategies, take a look at our Effective
Communication workshop at PCC. This condensed workshop will demonstrate
the impact communication skills have on other people, at work and in life.
2.2 Forms of Communication in the Workplace
Still not convinced that having strong professional communication skills will
benefit you in your career? Here are five areas in which having a strong
grasp of language and ability to communicate effectively is essential. No
matter what your industry or job is, you'll almost definitely encounter them
at least once during your career.
1. Interviews
Having strong oral communication skills is key to nailing job interviews.
In order to demonstrate your ability to do the job well, you'll have to be
able to express yourself in areas such as:
 Your work experience
 Goals
 Attitude
 Ideas
In addition, many hiring managers will be evaluating your
interpersonal communication skills as a measure of how well you'll
interact with your team because this is often an important aspect of
any position.
Even in highly technical positions, such as programming, you'll likely
have people evaluating your soft skills, which include general
communication, along with your technical skills.
2. Group projects
Your ability to work well in a group often depends on your ability to
communicate effectively. When you're collaborating with others—
which is a given for most positions—team members need to be in
constant communication to make sure the project is going as planned.
For specific projects, you may need to work together to develop
communication strategies that work for everyone.
3. Writing
Don't consider yourself a strong writer? Well, that's something you'll
have to change.
You don't need to be Shakespeare, of course, but in order to succeed
in the professional world, you'll have to be able to master solid writing
skills, because no matter what your job is, you'll probably have to write
at least occasionally. You'll need to write:
• Emails
 • Reports
• Business proposals
and more.
4. Presentations
Do you hate public speaking? So do I. But at some point in your career,
you may be tasked with speaking to an audience, whether it's sharing
data at a meeting, delivering a report to the board at your company, or
sitting on a panel at an industry event. And having strong oral
communication skills will help you speak well and deliver your
presentation flawlessly.
5. Management
Leaders need to be able to communicate with everyone from reports to
their own managers to the public. If you're able to effectively
communicate your mission and goals to employees and explain to
them why they're doing the work they're doing, they will likely be more
satisfied knowing that their work has a purpose. And since your ability
to deliver results depends on your team members' ability to do their
jobs well, this means a better company and product overall.
Additionally, you'll need to communicate your mission to the public to
encourage them to use your product or service. Even if you're not a
marketer, as you advance in your career, you'll need to develop skills
to communicate your company's value.

6. Communication matters
No matter your job or industry, communication is fundamental to your
career success. From mastering your interview to managing a team,
your ability to communicate your thoughts and ideas can make or
break your career.

2.3 Ways to develop Professional Communication

In a recent survey, Deloitte found that communication skills are the most
important quality of a leader.

Here’s a list of the most critical traits for a leader to possess, according to
survey respondents:
 Communication skills 71%
 Hardworking 68%
 Flexible 58%
 Confident 58%
 Patient 53%
 Assertive 27%
 Resilient 27%
 Independent 18%
 Authoritative 16%
 Proud 14%
Steve Jobs inspired his employees to strive for perfect hardware products.
Jack Welch mentored the senior leadership team of GE to new heights. Jeff
Bezos is known for articulating the Amazon ethos clearly to employees and
the world. All of these leaders possess outstanding leadership skills.
 Here are 14 ways you can improve your communication skills
in order to become a more effective leader:
1. Learn the basics of nonverbal communication.
One study found that nonverbal communication accounted for 55 percent of
how an audience perceived a presenter. That means that the majority of
what you say is communicated not through words, but through physical
cues.
To communicate clearly and confidently, adopt proper posture. Avoid
slouching, folding your arms or making yourself appear smaller than you are.
Instead, fill up the space you are given, maintain eye contact and (if
appropriate) move around the space.

2. You have to over-communicate just to communicate.

In 1990, a graduate student at Stanford University was able to prove that
presenters overestimate how much listeners understand. In a study that
become known as “the tappers and the listeners,” one set of participants
was asked to tap the melody of 120 famous songs. The other participants
were asked to guess what song was being tapped.
Tappers estimated that 50 percent of the songs tapped would be correctly
identified. In reality, only 2.5 percent of songs were correctly identified. This
study shows that it is important to communicate clearly, and to over-
communicate when sharing new ideas. As this study indicates, it is likely that
the audience will fail to absorb as much as you expect.
3. Avoid relying on visual aids.
Steve Jobs instituted a rule at Apple that banned all
PowerPoint presentations. Similarly, Sheryl Sandberg instituted a
PowerPoint ban at Facebook. Both leaders realized that PowerPoint
presentations can hinder rather than help communication.
Be prepared to use words, compelling storytelling and nonverbal cues to
communicate your point with the audience. Avoid using visual aids unless
absolutely necessary.
4. Ask for honest feedback.
As with most leadership skills, receiving honest feedback from peers,
managers and members of your team is critical to becoming a better
communicator. If you regularly solicit feedback, others will help you to
discover areas for improvement that you might have otherwise overlooked.
5. Engage the audience in discussion.
Regardless of how compelling the speaker is, all audiences have limited
attention spans. To become a more effective communicator, make
presentations and discussions interactive.
Ask the audience a question, encourage people to call out their thoughts
during a brainstorming session or at the very least ask hypothetical
questions to stimulate the audience.
6. Start and end with key points.
Think back to the “tappers and listeners” study mentioned earlier. Clear
communication is of paramount importance. To ensure that the audience
understands the key takeaways from a presentation, reiterate key points at
the start and finish. This can also be accomplished by providing attendees
with a one-pager that includes key points the audience should consider
throughout the presentation.
7. Use the PIP approach.
A common framework used by business experts, like those at McKinsey, is
the purpose, importance, preview (PIP) approach to presentation
introductions. Following this approach, the speaker first states the purpose of
the presentation, and then shares why presentation is important by
reviewing implications and possible outcomes.
Finally, the presenter gives a preview of the topics that will be discussed.
This framework is a useful way to get audiences excited about the
presentation, helping them to focus on your message and on key takeaways.
8. Record important presentations for posterity.
It can take a good deal of time and energy to communicate effectively. In
cases where you may need to give the same presentation multiple times,
consider recording it and sharing it in the future.
Platforms such as Wistia and Zoom allow speakers to record themselves
delivering a presentation. These video-recording platforms allow presenters
to edit the video to make it more engaging and helpful. They also provide
admins with metrics about viewer engagement.
Recorded presentations can be especially helpful for communicators who
need to regularly provide training in a company that is hiring employees
quickly.
9. Master the art of timing.
While some of their jokes might not be appropriate for the workplace,
standup comedians are certainly effective communicators. Comedians
including Chris Rock and Dave Chappelle are able to host compelling 90-
minute comedy shows, in part because they have mastered the art of
timing.
Great comedians, like all great communicators, are able to feel out their
audience to determine when to move on to a new topic or when to reiterate
an idea.
 10. Get comfortable speaking extemporaneously.
When lawyers present a case in front of the United States Supreme Court,
they typically speak extemporaneously. That is to say, the lawyers write
down a series of topics they intend to discuss, but they do not memorize
what they would say word for word. This method of communicating allows
the lawyers presenting a case to cover all of the necessary points, while
giving them flexibility as to how to communicate based on audience reaction
or questions.
Business communicators should consider adopting an extemporaneous
speaking style. It takes practice, but it will allow for more natural
communication, and can help with audience engagement.
11. Get to know your audience.
To communicate effectively, it is important to get to know your audience
first. Each audience is different, and will have different preferences and
cultural norms that should be considered when communicating. A good way
to understand expectations is to ask members of the audience for examples
of good communicators within the organization.

12. Add novelty to improve audience retention.

A recent study revealed that people generally retain more information when
presented with novel, as opposed to routine, situations. To help audience
members retain information, consider injecting some sort of novel event into
a presentation. This might be something funny, or something that simply
catches people by surprise.

13. Focus on earning respect instead of laughs.

It can be tempting to communicate with others in a lighthearted way; after
all, this can be a good way to make friends in a professional setting. But
remember that the most successful communicators are those who have
earned respect, rather than laughs. While telling a joke or two to warm up
an audience can be effective, avoid ending a presentation with a laugh.
14. Be a listener.
“Listen more than you talk.” This is what Richard Branson tells business
people who want to connect with others. To communicate effectively, first
listen to what others have to say. Then you can provide a thoughtful answer
that shows you have taken those ideas into account.
Conclusion
Communicating clearly is one of the most effective skills you can cultivate as
a business leader. Remember to communicate using nonverbal and verbal
cues. Listen carefully to what others have to say, and over-communicate in
novel ways to ensure the content of the conversation sticks with the
audience.
2.4 Steps to improve Professional communication

STEP 1 Understanding the Basics of Communication Skills

1.Know what communication really is. Communication is the process

of transferring signals/messages between a sender and a receiver through
various methods (written words, nonverbal cues, spoken words). It is also the
mechanism we use to establish and modify relationships.

STEP 2 Have courage to say what you think

2. Have courage to say what you think. Be confident in knowing that
you can make worthwhile contributions to conversation. Take time each day
to be aware of your opinions and feelings so you can adequately convey
them to others. Individuals who are hesitant to speak because they do not
feel their input would be worthwhile need not fear. What is important or
worthwhile to one person may not be to another and may be more so to
someone else.

Step 3 Practice.

3.Practice. Developing advanced communication skills begins with simple

interactions. Communication skills can be practiced every day in settings
that range from the social to the professional. New skills take time to refine,
but each time you use your communication skills, you open yourself to
opportunities and future partnerships.

STEP 4 Engaging Your Audience - Make eye contact.

4. Make eye contact. Whether you are speaking or listening, looking into
the eyes of the person with whom you are conversing can make the
interaction more successful. Eye contact conveys interest and encourages
your partner to be interested in you in return.
One technique to help with this is to consciously look into one of the
listener’s eyes and then move to the other eye. Going back and forth
between the two makes your eyes appear to sparkle. Another trick is to
imagine a letter “T” on the listener’s face ,with the crossbar being an
imaginary line across the eye brows and the vertical line coming down the
center of the nose. Keep your eyes scanning that “T” zone.

STEP 5 Engaging Your Audience – Use gestures

5.Use gestures. These include gestures with your hands and face. Make
your whole body talk. Use smaller gestures for individuals and small groups.
The gestures should get larger as the group that one is addressing increases
in size.
STEP 6 Don’t send mixed messages.
6. Don’t send mixed messages. Make your words, gestures, facial
expressions and tone match. Disciplining someone while smiling sends a
mixed message and is therefore ineffective. If you have to deliver a negative
message, make your words, facial expressions, and tone match the
message.

STEP 7 Be aware of what your body is saying

7. Be aware of what your body is saying. Body language can say so

much more than a mouthful of words. An open stance with arms relaxed at
your sides tells anyone around you that you are approachable and open to
hearing what they have to say.
 Arms crossed and shoulders hunched, on the other hand, suggest
disinterest in conversation or unwillingness to communicate. Often,
 communication can be stopped before it starts by body language that
tells people you don't want to talk.
 Appropriate posture and an approachable stance can make even
difficult conversations flow more smoothly.

STEP 8 Manifest constructive attitudes and beliefs.

8. Manifest constructive attitudes and beliefs. The attitudes you bring

to communication will have a huge impact on the way you compose yourself
and interact with others. Choose to be honest, patient, optimistic, sincere,
respectful, and accepting of others. Be sensitive to other people's feelings,
and believe in others' competence.

STEP 9. Develop effective listening skills

9.Develop effective listening skills: Not only should one be able to speak
effectively, one must listen to the other person's words and engage in
communication on what the other person is speaking about. Avoid the
impulse to listen only for the end of their sentence so that you can blurt out
the ideas or memories your mind while the other person is speaking.
STEP 10 Enunciate your words.

10. Enunciate your words. Speak clearly and don’t mumble. If people are
always asking you to repeat yourself, try to do a better job of articulating
yourself in a better manner.

STEP 11 Pronounce your words correctly.

11.Pronounce your words correctly. People will judge your competency

through your vocabulary. If you aren’t sure of how to say a word, don’t use it.
Improve your vocabulary by reading new words in daily routine. Look in the
dictionary to help you learn how to pronounce a new word.
STEP 12 Use the right words.

12. Use the right words. If you’re not sure of the meaning of a word, don’t
use it. Grab a dictionary and start a daily habit of learning one new word per
day. Use it sometime in your conversations during the day.

STEP 13 Slow your speech down

13. Slow your speech down. People will perceive you as nervous and
unsure of yourself if you talk fast. However, be careful not to slow down to
the point where people begin to finish your sentences just to help you finish.
STEP 14 Develop your voice.

14. Develop your voice. A high or whiny voice is not perceived to be one
of authority. In fact, a high and soft voice can make you sound like prey to an
aggressive co-worker or make others not take you seriously. Begin doing
exercises to lower the pitch of your voice. Try singing, but do it an octave
lower on all your favorite songs. Practice this and, after a period of time, your
voice will begin to lower.

STEP 15 Animate your voice.

15. Animate your voice. Avoid a monotone and use dynamics. Your pitch
should raise and lower periodically. Radio DJ's are usually a good example of
this.
STEP 16 Use appropriate volume.

16.Use appropriate volume. Use a volume that is appropriate for the

setting. Speak more softly when you are alone and close. Speak louder when
you are speaking to larger groups or across larger spaces.
 3 LIFE SKILLS

3.1 What are Life Skills?

Humans have continuously evolved over the centuries.
Adapting and making a hostile environment easy to live is ingrained in
human beings. Centuries worth of self-preservation deeply seated in humans
has made them acquire several life skills.
Any skill making living life easy is termed as ‘life skills’. Life skills are
inevitably required to live life and are essential to our day-to-day lives. There
are various types and kinds of life skills that one may choose to acquire.
Some skills are passed down to us from our parents. These are essential
skills and will always be in need. It is unlikely to get out-dated. Other skills
we acquire during specific times in our lifetime. Both of them help us in
different ways.
Several life skills are required in different areas of life. Students require skills
that help them absorb everything. People seeking jobs need leadership and
work skills. People intending to get married or start children need family and
parenting skills.
The idea of life skills is as old as it can get.
Back then, we did not give it a term, but life skills are the skills we acquire
and need to thrive in life. Different people require different life skills in their
lifetime. It varies from person to person and depends on their need.
Nowadays, various schools and institutions help integrate life skills into the
life of the students. Several programs are designed for this specific reason.
This is done with the intent to help them secure their future with ease and
comfort. Learning various skills and honing them not only makes life easier
to navigate but also eliminates unnecessary stress and worry.
While talking about the significance of life skills in our lives, Daniel Goleman,
an author and science journalist once said-
“Motivation aside, if people get better at these life skills, everyone benefits:
The brain doesn’t distinguish between being a more empathic manager and
a more empathic father.”
Let us have a look upon some of these life skills here and now-
Examples of Life Skills
 Study Life Skills for the students at school or university
 Negotiation Life Skills while buying a house
  Employability Life Skills to get a job
 Leadership Life Skills while leading teams or groups
 Parenting Life Skills while starting a new family
 Ability and willingness to learn for improving your lifestyle
So, such life skills are quite pertinent for making our lives more empowering,
satisfying and result-driven. Now the time has come to go through some of
the different types of life skills straight away-
3.2 Types of Life Skills
Various kinds of life skills are required in different scenarios. We are going to
enlist some of those below-
1) Will to learn:
Various kinds of life skills are required in different scenarios. We are going to
enlist some of those below-
Without this, we cannot absorb other skills. You should always be willing to
learn new things and skills. All these skills will help make your life better.
We must never stop learning skills. Quit mentality does not help us in any
way. We should be ready to learn and adapt to new skills every day.
In the words of Rickson Gracie, a Brazilian 9th-degree red belt in Gracie Jiu-
Jitsu and a retired mixed martial artist-
“Willingness to learn is the mark of a youthful mind.”
2) To think critically
Critical thinking is the skill that ensures that we believe in an organized,
rational way before taking any decisions.
Thinking irrationally or too fast and doing actions based on that can prove to
be disastrous.
Some of the critical thinking skills include- observation, analysis,
identification, and explanation. This life skill helps us critically think before
we take any action that may have a significant impact on our lives.
You need to use your brain and mind for making your own decisions because
as Aristotle says-
“It is the mark of an educated mind to be able to entertain a thought without
accepting it.”
3) To be self-aware
Self-awareness plays a significant role in character development.
We must know ourselves as much in detail as possible. Knowing our
strengths, weaknesses, and concerns not only helps us in honing the areas
that are deficit but also helps protect us from others.
Self-awareness is the solution to most of the problems in our life.
Sharpening our strengths and correcting our weaknesses help us solidify
our goals. We must never stop honing ourselves and make ourselves better.
In his novel Invisible Man, Ralph Ellison says that-
“When I discover who I am, I’ll be free.”
Being self-aware is one of the vital life skills that enable us to know who we
are and hence guide us towards growth and success.
4) Stress management
Stress is an inevitable part of our lives. We must know how to manage
stress.
The negative impact that stress has on our life is vast and varies from person
to person. It leads to physical, mental and emotional trauma.
There are various ways by which we can relieve ourselves from stress.
Positive attitude, acceptance of reality and time management are some of
the ways you can reduce stress. The importance of this life skill lies in the
fact that stress is hazardous and can have fatal consequences.
By incorporating stress management as one of the life skills in our lives, we
will be able to stay calm and motivated in the toughest of the situations.
5) Decision making
While talking about the significance of decision making as one of the vital life
skills, José N. Harris, write of MI VIDA: A Story of Faith, Hope, and Love once
said-
“Waiting hurts. Forgetting hurts. But not knowing which decision to take can
sometimes be the most painful…”
Various types of decisions plague us all our life.
We undoubtedly have to make several decisions with or without knowing the
consequences it may render.
Decision-making skills help us to assess the situation and make firm
decisions. Once taken, try to stick to the decisions that you made.
This skill is highly valued in job fields. Various jobs require you to make
decisions within a snap of a minute. Learning how to do so enhances your
career and gives you better chances.

6) Personal skills
These vary from person to person depending on their preferences, where
they live and their socio-economic conditions.
Some skills that may seem necessary to you might be a luxury to others.
But, there are some skills that everyone regardless of race, colour, gender,
and socio-economic background need to adapt to survive.
Some skills are necessary for all. This includes how to read and write. Tying
up shoelaces or how to eat are also skills that are required by all.
People living in villages and remote areas may find farming and skills related
to it relevant. This is because agriculture predominates their life, and there is
little room for anything else. This may seem entirely out of the box for
people living in cities.
Driving is a skill that most people living in cities find necessary. Driving helps
them move from one place to another and helps them in numerous ways.
This might not be significant for others not living in the city.
7) Emotional intelligence :
Emotions rule us in ways that the brain fails to do at times.
It is essential to recognize our emotions and act accordingly. Learning to
express our feelings is a positive step towards, making life better and
relaxed.
Pent up feelings only become a source of the roadblock in our life.
It is essential to find healthy ways to cope with negative feelings. If you
cannot handle those overwhelming emotions, it is better to seek professional
help rather than ignoring them.
8) Creativity
Creativity is what sets us apart from others.
It makes us unique and creates a specific image for us. Creativity helps you
to remove the shackles of the usual norms and gives you the freedom to find
your niche.
So, be creative and don’t follow others blindly.
Take inspiration, understand the work and then perform your action
implementing your creativity.
9) Problem solving
Problems are never-ending, and we need skills that help us solve them.
Problem-solving skills help us identify the problem and categorize it.
Then, we can assess the problem and take some preventive measures.
Unsolved problems could cause mental trauma and lead to fatal
consequences.
10) Communication
Communication is a critical factor in any relationship.
We need to be able to communicate effectively to survive.
Communication entails understanding what others are telling and being able
to express what you want to say to others.
11) Perspective
Often people tend to forget that the situations people are in are always
different.
There can be several viewpoints for a situation. Perspective helps us to put
ourselves in the shoes of the other person.
It is essential to absorb this skill as understanding others leads to the
removal of misunderstanding and emotional stress.
12) Empathy
People often express sympathy but not empathy.
Sometimes, pity can make things worse, but empathy will take you a long
way.
The willingness to understand and share the feelings of the other person not
only makes you a
13) Study skills
Not only students but people from different age brackets also need these
skills.
Study skills include how to read and white.
Reading helps you gain vast knowledge about the outside world. Writing
helps you get jobs and better opportunities.
14) Negotiation
Nothing is going to be handed to you on a silver platter.
We must know how to negotiate. Negotiating life skills guides us in various
ways, from jobs to household expenses.
A good negotiation not only saves your money but gives you a
confidence boost too.
John Fitzgerald Kennedy, the 35th president of the United States once said-
“Let us never negotiate out of fear. But let us never fear to negotiate.”
So, negotiation is one of the essential life skills that enable us to get
favorable outcomes in many unfavorable situations.
15) Relationships
Human beings are social. All our life, we spend everything on building
relationships.
We must know how to handle and maintain these relationships we have
made.
Honesty, communication, and effort are some of the ways you can make a
relationship prosper.
With the right kinds of relationship life skills, you will be able to use
networking, communication, and other interpersonal skills in different life
situations so that you can manage different life challenges successfully.
3.3 Benefits of Life Skills
Life skills not only make your life easier but also make you a better human
being.
It teaches you to live life with dignity all the while achieving all the personal
goals you set for yourself. It helps you be a better citizen by making your self
aware and more prone to adaptability.
The importance of life skills can be detected when one accomplishes
something in life.
Most of our achievements are interlinked with the life skills we have imbibed
for so long. Their importance and need in our life is undeniable and cannot
be questioned.

3.4 Life Skills Wrap Up!

Life skills are the lifeline we need to guide through life.
These help us in immeasurable ways and help us achieve whatever we dare
to dream.
Their importance is incomprehensible, and the roles that various educational
institutions play in helping us learn the life skills are enormous.
Learn whatever life skills you need and navigate life in your way!
 4. SOCIAL SKILLS
Social skills are essential in building both personal and professional
relationships. Demonstrating strong interpersonal skills can help you
accomplish career goals, contribute to company achievements, perform well
during the hiring process, expand your professional network and much more.
Understanding and improving your social skills can benefit you in every area
of life. In this Chapter , we discuss what social skills are, why they are
important and how you can improve them with examples.
4.1 What are social skills?
Social skills are used to communicate with others daily in a variety of
ways including verbal, nonverbal, written and visual. Social skills are also
referred to as interpersonal or soft skills.
Verbal skills involve the spoken language, while nonverbal
communication includes body language, facial expressions and eye contact.
Any time you interact with another person, you’re using social skills in some
way. Strong social skills can help you build and maintain successful
relationships professionally and personally.
4.2 Why social skills are important?
Social skills are important because they can help you communicate more
effectively and efficiently and, as a result, help you build, maintain and grow
relationships with colleagues, clients and new contacts alike. These skills are
important to maintain and improve no matter your position, industry or
experience level.
Investing in relationships by developing your social skills is beneficial for
your career in many ways, some of which include:
 Gaining ideas, information, techniques and perspectives from people
with different areas of expertise
 Providing your own perspective for the benefit of others
 Accomplishing tasks and collaborating with others toward a shared
goal
 Providing mutual support for difficult or hard-to-navigate situations
 Expanding your network to learn about and pursue new opportunities
  Gaining feedback and referrals from people who can personally attest
to your work, skills and qualities (and for whom you can do the same)
 Making the workplace more enjoyable
It is also important to display your social skills during the hiring process.
Being able to work and build relationships with others effectively is a crucial
quality employers look for in candidates and it can show your fitness for their
company culture.
To show social skills in your cover letter, provide an example of a time you
worked with others to achieve a goal that drove success for your team or
organization. On your resume, list specific, measurable achievements, then
you can elaborate on how you used your social skills to reach your goals
during your interview. Use the STAR method for behavioral interview
questions to explain times you have found success using social skills.
4.3 Six examples of useful social skills
Here are examples of behaviors you can develop to build your social skills
and facilitate better interactions in any workplace:

1. Effective communication
The ability to communicate effectively with others is a core social skill. If you
have strong communication skills, you’ll be able to share your thoughts and
ideas clearly with others. Effective communicators make good leaders
because they can easily explain projects and goals in an easy-to-understand
way.
2. Conflict resolution
Disagreements and dissatisfaction can arise in any situation. Conflict
resolution is the ability to get to the source of the problem and find a
workable solution. Good conflict resolution skills are important in any job, but
they might be particularly well-suited for a position in HR, where you’ll often
address disagreements between employees or in a customer service role,
where you resolve conflicts for clients about a company’s products, services
or policies.
3. Active listening
Active listening is the ability to pay close attention to a person who is
communicating with you. Active listeners are typically well-regarded by their
coworkers due to the attention and respect they offer others. You can
increase your listening skills by focusing on the speaker, avoiding
distractions and waiting to prepare your response only after the other person
is finished (rather than while they are speaking).
4. Empathy
Empathy is the ability to understand and identify with the feelings of another
person. If you have empathy, others will often be more likely to confide in
you. Being more empathetic takes a conscious effort to carefully consider
how others feel. If you strengthen your empathy and rapport with others, you
can build stronger, more respectful and open relationships.
5. Relationship management
Relationship management is the ability to maintain healthy relationships and
build key connections. For example, if you have a job in customer service,
you might be responsible for nurturing the relationship between your
company and a specific set of clients. Executives at organizations manage
partnerships with stakeholders and investors. This social skill allows
professional relationships to flourish and all parties involved can benefit.
6. Respect
A key aspect of respect is knowing when and how to initiate communication
and respond. In a team or group setting, allowing others to speak without
interruption is a necessary communication skill that shows respect.
Respectfully communicating can also mean using your time with someone
else wisely—staying on topic, asking clear questions and responding fully to
any questions you’ve been asked.

4.4 How to improve social skills

There are several ways to improve your social skills. Here are just a few
things you can do to begin:
Get feedback
It can be helpful to ask trusted friends, mentors or managers to provide you
with honest feedback about your areas for improvement.
Set goals
Use this feedback to start setting measurable goals toward building a strong,
well-rounded set of social skills. The SMART goals framework might be
helpful to track your progress.
Find resources
There are countless classes, guides, books and other tools both online and
off. While you can certainly pay for resources, there are also many free
options. You might also try to search for materials based on specific topics
such as body language or charisma.
Identify areas for practice
Once you have learned tactics and tips for improving your social skills, put
them into practice at home and work. You can also look for volunteer
opportunities or extra-curricular activities where you can practice
interpersonal skills with less pressure.
If you’re looking for soft skills that will improve your employability and help
you excel in nearly any job, social skills are a great place to start. The best
way to improve your social skills is to put your learning into practice. A
background demonstrating success with social skills will serve you well in
many areas of life.

5. CONFIDENCE BUILDING AND SELF ESTEEM

5.1 Confidence Building

Everyone admires a self-confident person. We may even envy them a little!
Self-confident people seem at ease with themselves and their work. They
invite trust and inspire confidence in others. These are attractive
characteristics.

5.2 What is Self Confidence?

Self-confidence is understanding that you trust your own judgment and
abilities, and that you value yourself and feel worthy, regardless of any
imperfections or of what others may believe about you.

Self-confidence is an attitude about your skills and abilities. It means you

accept and trust yourself and have a sense of control in your life. You know
your strengths and weakness well, and have a positive view of yourself. You
set realistic expectations and goals, communicate assertively, and can
handle criticism.

On the other hand, low self-confidence might make you feel full of self-doubt,
be passive or submissive, or have difficulty trusting others. You may feel
inferior, unloved, or be sensitive to criticism. Feeling confident in yourself
might depend on the situation. For instance, you can feel very confident in
some areas, such as academics, but lack confidence in others, like
relationships.

Having high or low self-confidence is rarely related to your actual abilities,

and mostly based on your perceptions. Perceptions are the way your think
about yourself and these thoughts can be flawed.

Low self-confidence might stem from different experiences, such as growing

up in an unsupportive and critical environment, being separated from your
friends or family for the first time, judging yourself too harshly, or being
afraid of failure. People with low self-confidence often have errors in their
thinking.

5.3 Confidence and Behaviour

Take a look at the examples in the table below, which compares confident
behaviour with behaviour that's associated with low self-confidence. Which
thoughts or actions do you recognize in yourself and in the people around
you?

Behaviour Associated with

Confident Behaviour
Low Self-Confidence

Doing what you believe to be right, Governing your behavior

even if others mock or criticize you for based on what other people
it. think.

Being willing to take risks and to go Staying in your comfort zone,

the extra mile to achieve better fearing failure, and avoiding
things. risk.

Working hard to cover up

mistakes, and hoping that you
Admitting your mistakes, and learning can fix the problem before
from them. anyone notices.

Extolling your own virtues as

Waiting for others to congratulate you often as possible to as many
on your accomplishments. people as possible.

Accepting compliments graciously. Dismissing compliments

"Thanks, I really worked hard on that offhandedly. "Oh that
prospectus. I'm pleased you recognize prospectus was nothing really,
my efforts." anyone could have done it."

5.4 Why Self-Confidence Matters

Self-confidence is vital in almost every aspect of our lives, yet many people
struggle to find it. Sadly, this can be a vicious cycle: people who lack self-
confidence are less likely to achieve the success that could give them more
confidence.
For example, you might not want to back a project that's pitched by
someone who's visibly nervous, fumbling, or constantly apologizing. On the
other hand, you might be persuaded by someone who speaks clearly, who
holds their head high, answers questions with assurance, and readily admits
when they don't know something.

Confident people inspire confidence in others: their audience, their co-

workers, their bosses, their customers, and their friends. And gaining the
confidence of others is one of the key ways to succeed.

5.5 How Do You Gain Self-Confidence, and Keep It?

Short-term action can fix immediate or acute issues with your self-
confidence, but longer-term confidence-building needs more fundamental
action. This can involve introducing changes to your lifestyle and making
robust plans for the future.

Building Confident Habits

 To build a strong sense of self-esteem, and the confidence that
develops from it, aim to develop good habits (and to break bad ones !).

 Look after your physical and mental health : regular exercise can
improve both. Make sure that you're getting enough sleep and eating
properly. Not doing so can lead to feeling bad in yourself , and likely
about yourself.

 Working on your personal branding can also have a positive impact on

your self-confidence. If you can project a positive image of your
authentic self, you'll likely start to receive the positive feedback that's
so important to your self-confidence.

Reviewing Past Achievements

Your self-confidence can increase when you're able to say, "I can do this, and
here's the evidence." As part of your Personal SWOT Analysis, you'll have
identified things that you're good at, based on your past achievements.
List the 10 things you're most proud of in an "achievement log." Perhaps you
came top in an important test or exam, played a key role in an important
team or project, or did something kind that made a positive difference in
someone else's life.

Review these achievements, and use them to make positive

affirmations about what you can do. These affirmations can be particularly
powerful if you tend to undermine your own confidence with negative self-
talk.

Setting Confidence-Boosting Goals

Setting and achieving goals is an important part of developing self-
confidence. Goal setting is the process you use to set yourself targets, and
to measure how successfully you hit them.
Inform your goal setting with your Personal SWOT Analysis. Set goals that
make the most of your strengths, that minimize your weaknesses, that take
advantage of your opportunities, and that mitigate the threats you face.

When you've identified the major goals you want to achieve, identify the first
step you need to take for each one. Make sure it's a very small step, perhaps
taking no more than an hour to complete.

If, as you're setting goals, you find doubts starting to surface, write them
down and challenge them calmly and rationally. If they seem less serious
under scrutiny, that's great. However, if they are based on genuine risks,
make sure you set additional goals to manage these appropriately.

Breaking down large goals into smaller steps in this way makes them seem
far more attainable. It also allows you to track your progress and reflect on
how far you've come already.

Further……

 Recognize and emphasize your strengths. Reward and praise

yourself for your efforts and progress.
 When you stumble on an obstacle, treat yourself with kindness and
compassion. Don't dwell on failure.
 Set realistic and achievable goals. Do not expect perfection; it is
impossible to be perfect in every aspect of life.
 Slow down when you are feeling intense emotions and think
logically about the situation.
 Challenge making assumptions about yourself, people and
situations.
 Recognize that past negative life experiences do not dictate your
future.
 Express your feelings, beliefs and needs directly and respectfully
  Learn to say no to unreasonable requests.

5.6 Self Esteem

Your level of self-esteem has to do with how worthwhile you feel. It’s
different than the idea of self-confidence, which has more to do with your
ability to do something successfully. Self-esteem has to do with your ideas
about yourself. It is based on how much you value yourself and how
confident you feel in your mind.
Those with low self-esteem often have a more negative view of themselves
and their abilities. Low self-esteem can keep you from experiencing life
holistically. It can keep you from socializing and maintaining friendships.
Self-esteem is one of those intrinsic qualities that develop slowly over time. If
you suffer from low self-esteem, everyone will notice it when you walk into a
room. Those with low self-esteem might lack certain social skills, lack
assertiveness, or even walk into a room with their shoulders slumped. Body
language is a tell-tale sign as to how much self-esteem you genuinely have.
Those who walk into a room with a big smile and a confident, humble
demeanour radiate confidence. These are qualities of someone with high
self-esteem. In a nutshell, self-esteem is all about feeling worthy and having
a high opinion of yourself. It influences everything in your life.
William James is thought of as the creator of the self-esteem movement.
(Hewitt, 2005).
James used a straightforward formula for defining what self-esteem is:
Self-esteem = success divided by our pretensions.
Pretensions refer to our goals, values, and those things we believe about our
potential. If our level of success exceeds our expectations, then we might
view ourselves as successful and feel good about ourselves, which raises our
self-esteem. On the other hand, if our achievements are low and our
expectations are high, then we may see ourselves as a failure.
Stanley Coopersmith was also a leader in the study of self-esteem. He
believed that self-esteem begins early in life in childhood and it builds up, or
declines throughout our lives, based upon our early childhood experiences,
which may be positive or negative.
Morris Rosenberg, a contemporary of Coopersmith, also studied self-esteem.
Rosenberg studied the development of self-esteem, focusing on the
adolescent years, as opposed to early childhood. Rosenberg believes that
self-esteem tended to develop more so in the adolescent years, which are
uncertain for many. His theory of self-esteem was based upon the idea that
during adolescence, we often compare ourselves to others, which causes us
to continually evaluate and re-evaluate how others see us or think about us.
5.7 Self-Esteem Issues and Remedies
There are, of course, many issues that are related to self-esteem. Those with
low self-esteem often see themselves as failures, and they might also feel
sad, angry, or worthless.
According to Webber (2019), low self-esteem can affect everything in your
life from your relationships to your career.
Some common examples of low self-esteem might include:
1. Hating yourself or feeling angry or frustrated about who you are.
2. Being obsessed with being perfect.
3. Hating your body.
4. Feeling worthless.
5. Being overly sensitive.
6. Feeling anxious and fearful.
7. Constantly feeling angry.
8. Trying to be a people pleaser.
Those who hate themselves or loathe themselves often feel angry or
frustrated about who they are. Self-hate means you have difficulty forgiving
yourself for even the smallest things.
To silence that inner critic, you have to start replacing negative thoughts
with positive ones. You also have to practice forgiveness and challenge those
negative self-beliefs.
Being obsessed with being perfect can also rob you of self-esteem. For those
who continuously try to be perfect, it’s essential to set realistic expectations
and to recognize that failure is something that happens on occasion, it’s not
something we are.
Hating your body is another common sign of low self-esteem. Those who
hate their bodies constantly compare themselves to others and have a
negative body image. This can even keep someone from living a healthy
lifestyle. To combat this, it’s crucial to stop the comparison and realize that
you and your body are unique.
Those with low self-esteem might also think they bring nothing to the table
of life. They may not see themselves as valuable either. Taking the time to
focus on your talents and abilities can go a long way toward boosting your
self-esteem.
Feeling overly sensitive is another common sign of low self-esteem. Learning
to desensitize is essential for someone suffering from this. By standing up for
yourself and being proactive, it is possible to calm this tendency.
Feeling anxious and fearful or constantly feeling angry is another common
trait of low self-esteem. Challenging your anxieties and fears with facts can
help combat this.
Try drawing up a fear pyramid by placing your biggest fear or anxiety at the
top and your smallest one at the bottom. As you examine this pyramid, you
can work your way up, taking on each fear or anxiety as you go.
Being a people pleaser is certainly not conducive to having high self-esteem
either. Learning how to say no and taking the time to understand that people
like you and love you for who you are, can help override this tendency. It’s
also important to set limits so that you don’t get taken advantage of by
others.
5.8 Building Self-esteem
According to Glen R. Schiraldi, Ph.D. author of “The Self-Esteem
Workbook”, there are some simple steps you can take to help build your
self-esteem.
1. Practice mindfulness
2. Change your story
3. Don’t compare yourself to others
4. Channel that inner rock star
5. Move your body more
6. Volunteer
7. Practice forgiveness
8. Realize that you are not your circumstances
These may be simple things, but they can be powerful things. Being mindful,
for example, can help you learn to live in the present moment and not get
caught up in worrying about the future or obsessing about the past.
Mindfulness also enables you to stop that negative self-talk by helping you
be more aware.
You can also change your story and start thinking differently. You don’t have
to carry the same old sad story around. Taking the time to examine your
story can help you understand it and move beyond it.
Comparing yourself to others is a recipe for disaster. Comparisons only lead
to feeling worse about yourself. When you stop comparing yourself, you
begin to realize you are unique.
When all else fails, you can channel that inner rock star. Everyone has a
strength or talent. No one is good at everything, so taking the time to find
your natural talent can help you feel better about yourself.
Exercising can also help you feel better about yourself with the release of
your body’s natural endorphins or feel-good chemicals. You might be
surprised at how good you feel after a brisk walk.
Doing things like volunteering and practicing forgiveness can also be helpful.
Doing unto others and taking the time to forgive yourself can go a long way
to boosting your self-esteem.

6. ATTITUDE

6.0 What is Attitude?

Attitude is the manner, disposition, feeling, and position about a person or

thing, tendency, or orientation, especially in mind.
According to Gordon Allport, “An attitude is a mental and neural state
of readiness, organized through experience, exerting a directive or
dynamic influence upon the individual’s response to all objects and
situations with which it is related.”

Frank Freeman said, “An attitude is a dispositional readiness to

respond to certain institutions, persons or objects in a consistent
manner which has been learned and has become one’s typical mode
of response.”

Thurstone said, “An attitude denotes the total of man’s inclinations

and feelings, prejudice or bias, preconceived notions, ideas, fears,
threats, and other any specific topic.”

Anastasi defined attitude as “A tendency to react favorably or

unfavorably towards a designated class of stimuli, such as a
national or racial group, a custom or an institution.”

According to N.L. Munn, “Attitudes are learned predispositions

towards aspects of our environment. They may be positively or
negatively directed towards certain people, service, or institution.”

“Attitudes are an ‘individual’s enduring favorable or unfavorable

evaluations, emotional feelings, and action tendencies toward some
object or idea.” — David Krech, Richard S. Crutchfield, and Egerton L.
Ballackey.

“Attitude can be described as a learned predisposition to respond in

a consistently favorable or unfavorable manner for a given object.”
— Martin Fishbein and Icek Ajzen.

“An attitude is a relatively enduring organization of beliefs around

an object or situation predisposing one to respond in some
preferential manner.” — Milton Rokeach.

6.1 Factors influencing attitude:

Factors influencing attitude are beliefs, feelings, and action tendencies of an

individual or group of individuals towards objects, ideas, and people.

Quite often persons and objects or ideas become associated in the minds of
individuals and as a result, attitudes become multidimensional and complex.
 However, the essential aspect, of the attitude is found in the fact that some
characteristic feeling or emotion is experienced and, as we would
accordingly expect, some definite tendency to action is associated.

Subjectively, then, the important factor is the feeling or emotion.

Some of the factors influencing attitude are:

 Social Factors.
 Direct Instruction.
 Family.
 Prejudices.
 Personal Experience.
 Media.
 Educational and Religious Institutions.
 Physical Factors.
 Economic Status and Occupations.
Social Factors
Every society has the majority of people who prefer to lead a harmonious
life. They try to avoid unnecessary friction of conflicts with people.

Naturally, they are inclined to develop positive attitudes towards most of the
people and issues.

Our attitudes may facilitate and maintain our relationships with members of
positively valued groups. Social roles and social norms can have a strong
influence on attitudes.

Social roles relate to how people are expected to behave in a particular role
or context. Social norms involve society’s rules for what behaviors are
considered appropriate.

Direct Instruction
In general, the individual being conformist or the direction of the attitude of
the people it deems important. Sometimes direct instruction can
influence attitude formation.

For example, somebody gives information about the usefulness of some fruit.

On the basis of this information, we can develop a positive or negative

attitude about that fruit.

Family
The family is the most powerful source for the formation of attitudes. The
parents, elder brother or sister provide information about various things.
Attitudes developed by an individual, whether positive or negative are the
result of family influence, which is very powerful and difficult to change.

Prejudices
An attitude may involve a prejudice, in which we prejudge an issue without
giving unbiased consideration to all the evidence.

Prejudices are preconceived ideas or judgments where one develops some

attitudes toward other people, objects, etc.

If we are prejudiced against a person, who is, accused of a crime, we may

regard him as guilty regardless of the evidence. We can also be prejudiced in
favor of something.

Personal Experience
In order to be the basis of attitudes, personal experiences have left a strong
impression.

Therefore, the attitude will be more easily formed when personal experience
involves emotional factors.

In situations involving emotions, appreciation will be more in-depth

experience and longer trace.

Media
As a means of communication, mass media such as television, radio, has
a major influence in shaping people’s opinions and beliefs.

There is new information on something that provides the foundation for the
emergence of new cognitive attitudes towards it.

Educational and Religious Institutions

As a system, educational and religious institutions have a strong influence in
shaping attitudes because they lay the foundation of understanding and
moral concepts within the individual.

Understanding the good and the bad, the dividing line between something
that can and cannot do is obtained from the center of the educational and
religious institutions.

Physical Factors
Clinical psychologists have generally recognized that physical, health and
vitality are important factors in determining adjustment, and frequently it
has been found that malnutrition or disease or accidents have interfered so
seriously with normal development that serious behavioral disturbances
have followed.
Economic Status and Occupations
Our economic and occupational positions also contribute to attitude
formation.
They determine, in part, our attitudes towards unions and management and
our belief that certain laws are ‘good’ or ‘bad’. Our socio-economic
background influences our present and future attitudes.

Attitudes reflect more than just positive or negative evaluations: they include
other characteristics, such as importance, certainty, accessibility, and
associated knowledge.

Attitudes are important in the study of social psychology because they

influence the amount of attention and the type of judgment an individual
may give to a specific subject.

Generally, we tend to assume that people behave in accordance with their

attitudes.

However, social psychologists have found that attitudes and actual behavior
are not always perfectly aligned.

6.2 Characteristics of Attitude:

Attitude is describe as a tendency to react positively or negatively to a
person or situations. Thus the two main elements of the attitude are the
tendency and the direction of the approach. It is defined as the mental state
of readiness, Organize through experience that has a directive or dynamic
effect on responses. These can be explicit and implicit. Explicit attitudes are
those, we consciously know the clearly influence of our behaviors and
beliefs. Implicit attitudes are unconscious, but still have an impact on our
beliefs and behaviors. according to psychologists Thomas, who limits the
tendency of one level attitudes as positive and negative, is associated with
the object of psychology. Object psychology has included symbols, words,
slogans, people, institutions, and ideas.
Following are the Characteristics of Attitude:
1. It can fall anywhere along a continuum from very favorable to very
unfavorable.
2. All people, irrespective of their status or intelligence, hold attitudes.
3. An attitude exists in every person’s mind. It helps to define our identity,
guide our actions, and influence how we judge people.
4. Although the feeling and belief components of attitude are internal to a
person, we can view a person’s attitude from their resulting behavior.
5. Attitude helps us define how we see situations and define how we
behave toward the situation or object.
 6. It provides us with internal cognitions or beliefs and thoughts about
people and objects.
7. It can also be explicit and implicit. Explicit attitude is those that we are
consciously aware of an implicit attitude is unconscious, but still, affect
our behaviors.
8. Attitudes cause us to behave in a particular way toward an object or
person.
9. An attitude is a summary of a person’s experience; thus, an attitude is
grounded in direct experience predicts future behavior more accurately.
10. It includes certain aspects of personality as interests, appreciation, and
social conduct.
11. It indicates the total of a man’s inclinations and feelings.
12. An attitude is a point of view, substantiated or otherwise, true or false,
which one holds towards an idea, object, or person.
13. It has aspects such as direction, intensity, generality, or specificity.
14. It refers to one’s readiness for doing Work.
15. It may be positive or negative and may be affected by age, position, and
education.
6.3 Components of Attitudes
Attitudes are simply expressions of much we like or dislike various
things. Attitudes represent our evaluations, preferences or rejections based
on the information we receive.

It is a generalized tendency to think or act in a certain way in respect of

some object or situation, often accompanied by feelings. It is a learned
predisposition to respond in a consistent manner with respect to a given
object.

This can include evaluations of people, issues, objects, or events. Such

evaluations are often positive or negative, but they can also be uncertain at
times.

These are the way of thinking, and they shape how we relate to the world
both in work and Outside of work. Researchers also suggest that there are
several different components that make up attitudes.

One can see this by looking at the three components of an attitude:

cognition, affect and behavior.

3 components of attitude are;

1. Cognitive Component.
2. Affective Component.
3. Behavioral Component.
Cognitive Component
The cognitive component of attitudes refers to the beliefs, thoughts, and
attributes that we would associate with an object. It is the opinion or belief
segment of an attitude. It refers to that part of attitude which is related in
general knowledge of a person.

Typically these come to light in generalities or stereotypes, such as ‘all

babies are cute’, ‘smoking is harmful to health’ etc.

Affective Component
Affective component is the emotional or feeling segment of an attitude.

It is related to the statement which affects another person.

It deals with feelings or emotions that are brought to the surface about
something, such as fear or hate. Using the above example, someone might
have the attitude that they love all babies because they are cute or that they
hate smoking because it is harmful to health.

Behavioral Component
Behavior component of an attitude consists of a person’s tendencies to
behave’in a particular way toward an object. It refers to that part of attitude
which reflects the intention of a person in the short-run or long run.

Using the above example, the behavioral attitude maybe- ‘I cannot wait to
kiss the baby’, or ‘we better keep those smokers out of the library, etc.

In conclusion, basically, the cognitive component is based on the information

or knowledge, whereas the affective component is based on the feelings.

The behavioral component reflects how attitude affects the way we act or
behave. It is helpful in understanding their complexity and the potential
relationship between attitudes and behavior.

The success of an organization depends on the attitude of an individual or an

employee. The attitudes are important for their goal or objective to succeed.
Each one of these components is very different from the other, and they can
build upon one another to form our attitudes and, therefore, affect how we
relate to the world.

6.4 Types of Attitude

The four basic types of attitudes and behaviours are:

Positive, Negative, Neutral and Sikken

1. Positive Attitude:
This is one type of attitude in organizational behaviour. One needs to
understand how much a positive attitude it takes to keep the work moving
and progressing. It means that keeping a positive mindset and thinking
about the greater good, no matter whatever the circumstances are. A
positive attitude has many benefits which affect out other kinds of behaviour
in a good way. For example, a person who has a positive attitude and
mindset will look for the good in other person’s no matter how bad they
behave or how bad is their attitude. The former person thinks about the
greater good and that is why he is called a person with a positive attitude.
These persons generally don’t care about the hurdles in life. They nurture
their skills daily and overcome almost anything and everything that comes in
their way. The best way to maintain a positive attitude for the beginners is to
avoid naysayers and believe in themselves. These persons know about their
earlier mistakes and instead of being ashamed of them, they have vowed not
to repeat the same thing. If you have a positive attitude, then you should
have some list of attitudes, let’s follow them:

 Confidence:
Confidence is good attitude and one of the basic things in the list of positive
attitudes. Generally, people with a plus or positive mindset are rewarded
with this automatically. Confidence is necessary to approach life with zest.
Looking at things confidently and saying “I’m up for this’, is enough to reflect
your attitude towards life in general and attitude in particular. Confidence in
other elements in the world will start with being confident with self.
 Happiness:
Happiness is the next type of attitude in the list of positive attitudes and
behaviours. A happy mind is an abode for all the good things to self.
Confident people are quite happy as they are not worried about results,
interviews, etc and other similar things in life that are meant to test us. Look
within yourself; you will find happiness.
 Sincerity:
An individual with a positive mindset is often found to be quite sincere. He or
she is aware of the work to be done, and they know that the only way out of
a situation is through it. Sincerity is one trait that you should never let go off
or compromise.
 Determination:
A determination is one of the primary rewarding points for a person with a
positive attitude. A right dose of hard work, effort and determination are
essential to get things the way you want. A person who is driven and
properly determined will overcome all impossibilities.

1. Negative Attitude:
A negative attitude is something that every person should avoid. Generally,
people will negative attitude ignore the good things in life and only think
about whether they will fail. They often find a way out of tough situations by
running away from it. They often compare themselves with other persons
and find the bad in them only. In short, he is exactly the opposite of the one
with a positive mindset. There are certain bad effects that a person with a
negative mindset has to face.
 Anger:
A person with a negative mindset is often found to be angry most of the
time. Sometimes there might not be any kind of specific reason behind their
anger. Anger is the root cause of self-destruction. While some amount of
anger is good, extreme cases of anger only lead to destruction.
 Doubt:
A person can question himself but he or she should never doubt themselves.
Unfortunately, if you have a negative mindset, then you will often doubt
yourself. Self-doubt will lead to no progress and will often lead to low
confidence.
 Frustration:
A negative person is a frustrated person. As said earlier, attitude defines the
person and that is why if you are frustrated that will show on your face and
you will be facing some serious difficulties. Frustration will not help you build
your career. It is an irritant and will keep preventing you from taking any
positive step forward.

3. Neutral Attitude:
This is another type of attitude that is common. That mindset is a neutral
one. There is no doubt. Neither is there any kind of hope. The people
generally tend to ignore the problems in life. They wait for some other
individual to take care of their problems. They generally have a lazy life and
they are often unemotional. It is as if they don’t think about anything that
much and doesn’t care for the same as well. They never feel the need to
change themselves as they can simply live with the way they are.
He or she will feel disconnected quite often and that is why having a neutral
attitude is very bad and should be fixed as soon as possible. However, a
person with neutral attitude if changes can only go to the path of a positive
attitude. In most cases, it has been seen that the attitude adjustment metal
therapies have led persons to a road filled with positive feelings only.

4. Sikken Attitude:
One of the most dangerous types of attitude and different is the sikken
attitude. The sikken attitude has the calibre to destroy every image that
comes in connection with a positive image. This type of attitude is more of a
negative attitude and is very destructive. It often reflects the mind’s
negativity. It is necessary to let go off this kind of attitude for the betterment
of the self and the people around you. They are often difficult to be mended
because the attitude is deep-rooted within one’s personality. However, with
time, it nevertheless is possible to change the course of direction of this
attitude.
To sum up Attitude will either define you or destroy you. What generally
follows is, your attitude will be an inspiration for many in your team.
Therefore, companies look for people with a positive attitude. People in
general seem to stick around the positive vibration, as that will motivate
them enough to progress in life. Bad or good, attitude has the power to
change people’s thoughts and therefore, their behaviour. Be an example of a
good one!

6.5 Positive versus Negative Attitude

We have always heard people saying, a person has a positive or negative
attitude. What does it really mean? What type of attitude do we behold? Is it
really possible for a person to be positive or negative all the time? Here is
the answer to all such questions.

We have often met people who blame the Bangalore traffic while commuting
to the office or on weekends. What else could we do other than blaming the
person obstructing the road and causing trouble to others? How can a person
be positive in such a situation?

It is difficult to categorize someone with a positive or negative attitude.

People show a positive attitude for some things and a negative attitude for
some things. This can vary depending on a person’s goals, one’s motivation
factors, skills, self-belief, economic status and opportunities.

Here are some examples which are discriminating factors for positive and
negative people.
1) Negative: I always have to face failure, how hard I try.

Positive: What’s wrong if I failed? Failure is a part of learning.

2) Negative: I always give my best still I don’t achieve my goals.

 Positive: I will always try my best to achieve my aim.

3) Negative: She keeps on giving lectures to everyone.

Positive: She is an inspiring personality and always helps others.

4) Negative: I have already given my best. There is nothing else I can do

now.
Positive: I gave my best but still there is something I need to improve
on. What can I do better?
We may have used all the above negative and positive thoughts in our
lives at certain times.

Having a negative thought in a certain situation is normal. But it should be in

our hands and decide how to convert those to the positive ones. Here you go
with some tricks:
1) The best way to make your thoughts positive is by taking care of your
body.
Make some time out for physical exercise, keep yourselves hydrated, take
some time out for meditation and solve the puzzles/crosswords/Sudoku for
mental fitness.
2) Get yourself engrossed in some hobbies – gardening, painting, dancing
etc.
3) Let that inner child in you come out and let it laugh out loud.
Only when the body is healthy and the soul is happy, we can think positive
and stay out of negativity. With the daily struggles in our lives and the
changing lifestyle, it is really important to laugh, share your thoughts with
others. Negative thinking can have adverse effects in today’s world. Anxiety,
heartaches, depression these seem normal but engulfs the person so deeply
that it breaks their confidence, their will to live and can even make it difficult
to survive.
So, it’s really important to think positive, live healthily and happily.

6.6 Barriers to Change Attitudes

Employees’ attitudes can be changed, and sometimes it is in the best

interests of management to try to do so.

For example, if employees believe that their employer does not look after
their welfare, the management should try to change employees’ attitudes
and develop a more positive attitude towards them.

However, the process of changing the attitude is not always easy.

 Actually, the barriers are the limits that prevent the organization from
achieving its predetermined goals.

So every organization should be aware of these and should take corrective

actions.

Barriers to Change Attitudes are:

 Prior Commitment.
 Insufficient Information.
 Balance and Consistency.
 Lack of Resources.
 Improper Reward System.
 Resistance to Change.
Prior Commitment
When people feel a commitment towards a particular course of action that
has already been agreed upon, it becomes difficult for them to change or
accept the new ways of functioning.
Insufficient Information
It also acts as a major barrier to change attitudes. Sometimes people do not
see why they should change their attitude due to the unavailability of
adequate information.
Sometimes people do not see why they should change their attitude due to
the unavailability of adequate information.
Balance and Consistency
Another obstacle to a change of attitude is the attitude theory of balance and
consistency.

Human beings prefer their attitudes about people and things to be in line
with their behaviors towards each other and objects.
Lack of Resources
If plans become excessively ambitious, they can sometimes be obstructed by
the lack of resources on a company or organization.
So, in this case, if the organization wants to change the employees’ attitude
towards the new plan, sometimes it becomes impossible for the lack of
resources to achieve this.
Improper Reward System
Sometimes, an improper reward system acts as a barrier to change attitude.

If an organization places too much emphasis on short-term performance and

results, managers may ignore longer-term issues as they set goals and
formulate plans to achieve higher profits in the short term.

If this reward system is introduced in the organization, employees are not

motivated to change their attitude.
Resistance to Change
Another barrier is resistance to change.

Basically, change is a continuous process within and outside the organization

to achieve the set goal.

When the authority changes a plan of the organization, the employees have
to change themselves.

But some of them do not like this. If their attitude regarding the change of
plan cannot be changed, the organization will not be successful.

6.7 Attitudes vs. Behavior

Attitude refers to feelings, beliefs, and behavior predispositions directed
towards people, groups, ideas, or objects.

It influences the behavior of the individuals. It decides how to act or behave

in a particular situation.

Attitude is a kind of habit. It is the usual way of doing things.

Everything in an organization will get better if the attitude of everyone gets

better. Successes and failures in life depend upon the attitude of the
individuals.

If attitudes are positive, then human relations will be positive. It is internal

and challenging to change.

Behavior is the way a person responds to his attitude. This response is either
positive or negative, depending on how that views his position.

For example, an employee who disagrees?

His supervisor may ignore office protocol.

Besides, an employee who dislikes another coworker or has little respect for
a coworker may display this attitude by speaking harshly to this individual.

Behavior can be influenced by factors beyond attitude, including

preconceptions about self and others, monetary factors, social influences,
and convenience.
It is the actions or reactions of a person or animal in response to external or
internal stimuli. It indicates how something functions or operates.

6.8 Assertive versus Aggressive versus Passive Behaviour

Assertive people state their opinions, while still being respectful of
others. Aggressive people attack or ignore others' opinions in favor of their
own. Passive people don't state their opinions at all.
Sometimes people confuse assertive and aggressive communication.

There are important distinctions between the two, as highlighted in the table
below:
Assertive communication Aggressive communication

Promotes equality Denies the rights of others

Is respectful Is demeaning or hurtful

Uses firm but gentle speech Uses loud or menacing speech

Is in control Is out of control

Communicates confidence Communicates haughtiness

Uses a relaxed stance Uses a rigid stance

Respects personal space Violates personal space

Shows an agitated or emotional

Shows a calm affect
affect

Reflects supportive behavior Reflects competitive behavior

Is honest and forthright Is deceitful or manipulative

Uses a relaxed facial

Uses a tense facial expression
expression

Involves requests Involves demands

Aims to express needs Aims to win

Is respectful of rules Does not value rules

 Results in problem solving Creates more problems

Proven Benefits of Assertive Communication

There are many proven benefits of assertive communication (e.g., Bishop,
2013; Pipas & Jaradat, 2010). Here are 18:
1. Greater self-awareness
2. A more positive self-image
3. An increased likelihood of finding positive solutions
4. Greater self-confidence
5. Higher self-esteem
6. More respect for others’ opinions and viewpoints
7. Greater self-control
8. More effective communication skills
9. Higher self-respect
10. Increased ability to avoid interpersonal conflicts
11. Greater self-disclosure
12. Reduced anxiety
13. Greater self-worth
14. Reduced likelihood of being exploited or coerced
15. An enhanced ability to control stress
16. Reduced depression
17. Stronger relationships
18. Better health

6.9 Behaviourial patterns – Assertive, Aggressive and Passive:

The basic difference between being assertive and being aggressive is how
our words and behaviour affect the rights and well being of others.

Sharon Anthony Bowler

 1. Assertive – win/win
The aim of assertive behaviour is to communicate productively with another
person, achieving what is often described as a win/win outcome.

This involves standing up for your own rights without violating those of the
other person. To do this, you need to express your needs, wants, opinions,
beliefs and feelings in a direct, honest and adult way.

An assertive person might say things like...

I’d like to tackle the task in this way; how does that affect you?

I understand what you are saying; however, I’ve got to go. Can we deal
with the problem in the morning?

Assertive behaviour
How you say things, and your non-verbal body language are equally as
important as what you say.
Voice
 Steady and firm
 Tone – middle range, full and warm
 Clear, sounds sincere
 Neither too loud or too soft
Speech pattern
 Fluent and confident
 Pauses are intentional, not awkward
 Key ‘action’ words are stressed
 Even pace
 If interrupted, waits for silence, then repeats calmly
 Use of ‘I’ phrases, rather than (accusing) ‘you’ comments
Face
 Smiles when pleased
 Frowns when angry
 Normal expression is friendly, approachable and open
 Expression steady, does not flicker
 Jaw relaxed, but not ‘loose’
Eye contact
 Meets the other person’s eyes often
 Does not stare them out
Body
 Open hand movements, inviting others to speak
 Sits upright or relaxed, does not slouch or cower
 Stands with head held up
 Makes firm and definite movements, does not fidget

2. Aggressive – win/lose
The aim of aggressive behaviour is to win, if necessary at the expense of
others. To achieve this, you stand up for your rights in such a way that you
violate those of other people. It involves expressing your needs, wants,
opinions, beliefs and feelings in inappropriate ways, often ignoring or
dismissing the rights and opinions of others.

An aggressive person might say things like...

It’s a load of rubbish – typical of the Finance Department – they haven’t
got a clue
I don’t agree with you
That’s stupid
Do it this way
Surely you don’t believe that?!

Aggressive behaviour
We are, fortunately, unlikely to meet with actual physical violence in our
working lives, but an aggressive voice and stance can still be used to
intimidate other people. As assertive behaviour is sometimes confused with
the milder end of aggressive behaviour, it is useful to compare the two and
note the differences.
Voice
 Tone cold, may be sarcastic
 Hard and sharp
 Strident, may be loud
 Voice may be raised at end of a sentence
 Often the loudest voice
Speech pattern
 Fluent and very confident
 Often abrupt and clipped
 Often interrupts, shouts down if interrupted
 Stresses blaming words and ‘you’ words.
 Often very fast
Face
 Smile may be wry or disbelieving
 Scowls when angry
 Normal expression is set and unfriendly
 Jaw set firm, teeth clenched
 Chin thrust forward
Eye contact
 Eyes narrowed and cold
 Tries to ‘stare you out’ and dominate
 Looks ‘over’ you
Body
 Fist clenching/thumping
 Finger pointing
 Sits bolt upright or leans forward (invades personal space)
 Strides around impatiently
 Folds arms unapproachably

3. Submissive (passive) – lose/win

Often, the aim of submissive behaviour is to avoid perceived conflict and to
please others. This involves failing to stand up for your rights or doing so in
such a way that others feel they can disregard them. Your needs, wants,
opinions, beliefs and feelings are expressed in apologetic, tentative, self-
effacing or even dishonest ways.

A submissive person might say things like...

Sorry to take up your valuable time, but I’ve got a little problem I need
some help on
It’s only my opinion, but I don’t think you’re entirely right
If you say so, we’ll go to your mum’s for lunch
Yes, boss, I’ll do that right away.
Submissive behaviour
As the passive person is suppressing their own needs, this can make them
feel resentful and undervalued, so in addition to the submissive signs listed
below, you may also observe signs of resentment and bottled anger which
can surface as passive/aggressive behaviour.
Voice
 Sometimes ‘wobbly’
 Tone may be whining
 Very soft, quiet or childlike
 Often dull or monotonous
 Drops away at the end of a sentence
Speech pattern
 Hesitant, many pauses
 May stress ‘you’ words
 Frequent throat clearing
 Gives up when interrupted
Face
 ‘Ghost’ smiles when expressing anger or being criticised
 Eyebrow raised in anticipation (of rebuke, for example)
 Expressions change frequently – grimace/smile/frown/drop eyes, within
a few seconds
Eye contact
 Evasive
 Furtive glances
 Often looks down or away from the other person
Body
 Wrings hands
 Hunches shoulders
 Steps back
 Covers mouth with hand
 Nervous movements – shuffles feet, if holding anything fiddles with it
 Arms crossed for protection

6.10 The 3 C’s Of Assertive Communication?

The 3 Cs of assertive communication are:
1. Confidence – you believe in your ability to handle a situation.
2. Clear – the message you have is clear and easy to understand.
3. Controlled – you deliver information in a calm and controlled manner.
6.11 Techniques to develop Assertive Communication
1. Say “No” more often.
First things first!
For assertive behavior, you’ll have to let go of the need to please
everyone and do things according to their expectations. When you do
this, you are often left dissatisfied and become weaker the next time you’re
about to try asking for something you want.
Assertive communication means being okay with saying exactly what you
want, but doing it in such a way that it doesn’t hurt the other person’s
feelings.
This might mean rejecting things you decide are not a good fit for you, but
then explaining exactly why you rejected them. The word “because” is a
powerful game-changer in communication. If you give strong reasons and
say them with determination, no one will be upset that you gave them a
negative answer.
2. Watch your tone.
The self-control we mentioned earlier should be used here.
Your voice needs to be relaxed; you should sound (and feel) calm. This can
take some time, just like any other new skill. Be patient and don’t get
annoyed if you end up raising your voice without realizing or rushing a
conversation because you become irritated.
Assertive behavior also means not showing hesitation or harshness through
your voice. Keep it friendly and calm. Speaking slowly and using a quieter
voice is usually enough to bring balance back to the conversation.
3. Be willing to discuss further until you find a solution.
When you don’t get the answer you want for some time, it’s easier to just
agree and walk away; that’s passive.
Being assertive, on the other hand, means continuing— in a calm and
respectful manner— until the issue is resolved. It might require asking more
questions, listening more carefully, or getting creative and exploring more
options. Whatever it is, it’s worth your time as in the end both parties feel
good and no one ends up hurt.
4. Pay attention to the nonverbal communication.
By nonverbal, we mean body language, eye contact, posture, listening cues,
and reactions. All of these should be done without any sense of aggression
or passiveness. The former (aggression) will cause the other person to go
into defense mode, while the latter (passiveness) will make them feel
ignored.
Keeping eye contact helps you stay focused. Also, it’s an easy way to
let the other person know you’re invested in and care about what they are
saying. Experts say that how you direct your eyes and how long you keep
contact can be even more important than what you say.
5. Be present.
Last but not least, the secret to effective communication and forming better
relationships is to be mindful of what exactly the other person is
trying to say. Try not to bring up issues from the past or let your mind get
distracted— these show disrespect and can cause you to lose focus (and
thus, you won’t be able to give a proper answer or be assertive).
Mindfulness means being present and not thinking about anyone else
who’s not currently around you. Forget about the rest of the world, look at
the person you’re communicating with at that moment, and listen actively
to everything they are saying.
This is the best way to respond meaningfully — the foundation of
assertive communication.
Developing your assertive communication skills can take some practice.
Accept it as a challenge. Practice it with loved ones and see the benefit of its
application, such as fewer arguments, a more positive and peaceful
atmosphere at home, less stress, an increase in self-esteem and confidence,
etc. Then, start applying these tactics to everyone you meet.
By being assertive, you’re making the world a better place.

7.Emotional Intelligence

7.0 What is Emotional Intelligence?

Emotional Intelligence, as a psychological theory, was developed by Peter
Salovey and John Mayer.
"Emotional intelligence is the ability to perceive emotions, to access and
generate emotions so as to assist thought, to understand emotions and
emotional knowledge, and to reflectively regulate emotions so as to promote
emotional and intellectual growth." - (Mayer & Salovey, 1997)
In simple words Emotional intelligence (otherwise known as emotional
quotient or EQ) is the ability to understand, use, and manage your own
emotions in positive ways to relieve stress, communicate effectively,
empathize with others, overcome challenges and defuse conflict. Emotional
intelligence helps one to build stronger relationships, succeed at school and
work, and achieve our career and personal goals. It can also help us to
connect with our feelings, turn intention into action, and make informed
decisions about what matters most to us.
7.1 Why is emotional intelligence important?
As we know, it’s not the smartest people who are the most successful or the
most fulfilled in life. We probably know people who are academically brilliant
and yet are socially inept and unsuccessful at work or in their personal
relationships. Intellectual ability or intelligence quotient (IQ) isn’t enough on
its own to achieve success in life. IQ can help us get into college, but it’s our
EQ that will help us manage the stress and emotions when facing final
exams. IQ and EQ exist in tandem and are most effective when they build off
one another.

7.2 Affects of Emotional intelligence:

Our performance at school or work. High emotional intelligence can help

navigate the social complexities of the workplace, lead and motivate others,
and excel in our career. In fact, when it comes to gauging important job
candidates, many companies now rate emotional intelligence as important
as technical ability and employ EQ testing before hiring.

Your physical health. If you’re unable to manage your emotions, you are
probably not managing your stress either. This can lead to serious health
problems. Uncontrolled stress raises blood pressure, suppresses the immune
system, increases the risk of heart attacks and strokes, contributes to
infertility, and speeds up the aging process. The first step to improving
emotional intelligence is to learn how to manage stress.
Our mental health. Uncontrolled emotions and stress can also impact our
mental health, making us vulnerable to anxiety and depression. If we are
unable to understand, get comfortable with, or manage our emotions, we’ll
also struggle to form strong relationships. This in turn can leave us feeling
lonely and isolated and further exacerbate any mental health problems.
Our relationships. By understanding our emotions and how to control
them, we’re better able to express how we feel and understand how others
are feeling. This allows us to communicate more effectively and forge
stronger relationships, both at work and in our personal life.
Our social intelligence. Being in tune with our emotions serves a social
purpose, connecting us to other people and the world around us. Social
intelligence enables us to recognize friend from foe, measure another
person’s interest in us, reduce stress, balance our nervous system through
social communication, and feel loved and happy.
The skills that make up emotional intelligence can be learned at any time.
However, it’s important to remember that there is a difference between
simply learning about EQ and applying that knowledge to our life. Just
because we know we should do something doesn’t mean we will—especially
when we become overwhelmed by stress, which can override our best
intentions. In order to permanently change behavior in ways that stand up
under pressure, we need to learn how to overcome stress in the moment,
and in our relationships, in order to remain emotionally aware.
7.3 Five Key elements to develop Emotional Intelligence:
According to Daniel Goleman, an American psychologist there are five key
elements to build EQ:
1. Self-awareness
2. Self-regulation
3. Motivation
4. Empathy and
5. Social Skills

Self-awareness: The ability to recognize and understand personal moods

and emotions and drives, as well as their effect on others. Hallmarks* of self-
awareness include self-confidence, realistic self-assessment, and a self-
deprecating sense of humor.
Self-regulation: The ability to control or redirect disruptive impulses and
moods, and the propensity to suspend judgment and to think before acting.
Hallmarks include trustworthiness and integrity; comfort with ambiguity; and
openness to change.
Motivation: A passion to work for internal reasons that go beyond money
and status -which are external rewards, - such as an inner vision of what is
important in life, a joy in doing something, curiosity in learning, a flow that
comes with being immersed in an activity. A propensity to pursue goals with
energy and persistence. Hallmarks include a strong drive to achieve,
optimism even in the face of failure, and organizational commitment.
Empathy. The ability to understand the emotional makeup of other people.
A skill in treating people according to their emotional reactions. Hallmarks
include expertise in building and retaining talent, cross-cultural sensitivity,
and service to clients and customers. (In another context, empathy is often
thought to include, or lead to, sympathy, which implies concern, or care or a
wish to soften negative emotions or experiences in others.)
Social skills. Proficiency in managing relationships and building networks,
and an ability to find common ground and build rapport. Hallmarks of social
skills include effectiveness in leading change, persuasiveness, and expertise
building and leading teams.
7.4 Key Skills for Building emotional intelligence
Key skill 1: Self-management
In order for us to engage our EQ, we must be able use our emotions to make
constructive decisions about our behavior. When one becomes overly
stressed, he/she can lose control of their emotions and the ability to act
thoughtfully and appropriately.
Think about a time when stress has overwhelmed us. Was it easy to think
clearly or make a rational decision? Probably not. When we become overly
stressed, our ability to both think clearly and accurately assess emotions—
our own and other people’s—becomes compromised.
Emotions are important pieces of information that tell us about our self and
others, but in the face of stress that takes us out of our comfort zone, we can
become overwhelmed and lose control of ourselves. With the ability
to manage stress and stay emotionally present, we can learn to receive
upsetting information without letting it override our thoughts and self-
control. We’ll be able to make choices that allow us to control impulsive
feelings and behaviors, manage our emotions in healthy ways, take initiative,
follow through on commitments, and adapt to changing circumstances.
Key skill 2: Self-awareness
Managing stress is just the first step to building emotional intelligence. The
science of attachment indicates that our current emotional experience is
likely a reflection of our early life experience. Our ability to manage core
feelings such as anger, sadness, fear, and joy often depends on the quality
and consistency of our early life emotional experiences. If our primary
caretaker as an infant understood and valued our emotions, it’s likely our
emotions have become valuable assets in adult life. But, if our emotional
experiences as an infant were confusing, threatening or painful, it’s likely
we’ve tried to distance our self from our emotions.
But being able to connect to our emotions—having a moment-to-moment
connection with our changing emotional experience—is the key to
understanding how emotion influences our thoughts and actions.
Do you experience feelings that flow, encountering one emotion after
another as your experiences change from moment to moment?
Are your emotions accompanied by physical sensations that you
experience in places like your stomach, throat, or chest?
Do you experience individual feelings and emotions, such as anger,
sadness, fear, and joy, each of which is evident in subtle facial expressions?
Can you experience intense feelings that are strong enough to capture
both your attention and that of others?
Do you pay attention to your emotions? Do they factor into your
decision making?
If any of these experiences are unfamiliar, you may have “turned down” or
“turned off” your emotions. In order to build EQ—and become emotionally
healthy—one must reconnect to our core emotions, accept them, and
become comfortable with them. We can achieve this through the practice of
mindfulness.
Mindfulness is the practice of purposely focusing our attention on the
present moment—and without judgment. The cultivation of mindfulness has
roots in Buddhism, but most religions include some type of similar prayer or
meditation technique. Mindfulness helps shift our preoccupation with thought
toward an appreciation of the moment, our physical and emotional
sensations, and brings a larger perspective on life. Mindfulness calms and
focuses us, making us more self-aware in the process.
Key skill 3: Social awareness
Social awareness enables us to recognize and interpret the mainly nonverbal
cues others are constantly using to communicate with us. These cues let us
know how others are really feeling, how their emotional state is changing
from moment to moment, and what’s truly important to them.
When groups of people send out similar nonverbal cues, we are able to read
and understand the power dynamics and shared emotional experiences of
the group. In short, we are empathetic and socially comfortable.
Mindfulness is an ally of emotional and social awareness
To build social awareness, we need to recognize the importance of
mindfulness in the social process. After all, we can’t pick up on subtle
nonverbal cues when we are in our own head, thinking about other things, or
simply zoning out on phone. Social awareness requires our presence in the
moment. While many of us pride ourselves on an ability to multitask, this
means that we’ll miss the subtle emotional shifts taking place in other
people that help us fully understand them.
 We are actually more likely to further our social goals by setting other
thoughts aside and focusing on the interaction itself.
 Following the flow of another person’s emotional responses is a give-
and-take process that requires us to also pay attention to the changes
in our own emotional experience.
  Paying attention to others doesn’t diminish our own self-awareness. By
investing the time and effort to really pay attention to others, we
actually gain insight into our own emotional state as well as our values
and beliefs. For example, if we feel discomfort hearing others express
certain views, we have learned something important about our self.
Key skill 4: Relationship management
Working well with others is a process that begins with emotional awareness
and the ability to recognize and understand what other people are
experiencing. Once emotional awareness is in play, we can effectively
develop additional social/emotional skills that will make our relationships
more effective, fruitful, and fulfilling.
Become aware of how effectively you use nonverbal
communication. It’s impossible to avoid sending nonverbal messages to
others about what you think and feel. The many muscles in the face,
especially those around the eyes, nose, mouth and forehead, help us to
wordlessly convey our own emotions as well as read other peoples’
emotional intent. The emotional part of your brain is always on—and even if
you ignore its messages—others won’t. Recognizing the nonverbal messages
that you send to others can play a huge part in improving your relationships.
Use humor and play to relieve stress. Humor, laughter and play are
natural antidotes to stress. They lessen our burdens and help us keep things
in perspective. Laughter brings our nervous system into balance, reducing
stress, calming us down, sharpening our mind and making us more
empathic.
Learn to see conflict as an opportunity to grow closer to
others. Conflict and disagreements are inevitable in human relationships.
Two people can’t possibly have the same needs, opinions, and expectations
at all times. However, that needn’t be a bad thing. Resolving conflict in
healthy, constructive ways can strengthen trust between people. When
conflict isn’t perceived as threatening or punishing, it fosters freedom,
creativity, and safety in relationships.

8.PROFESSIONAL ETIQUETTE AND MANNERS

8.1 Professional Etiquette and Manners

Professional etiquette is a set of manners that is accepted or required
in a profession. Understanding professionalism as it pertains to the
workplace can be a new, unfamiliar, and overwhelming
subject. Professional etiquette is about presenting yourself with
polish and professionalism that demonstrates you can be trusted
and taken seriously. Professional etiquette means being comfortable
around people and making them comfortable around you at the workplace.
Perhaps professional or office etiquette is something that differs from office
to office and place to place. Even if we know what social etiquette is, in an
office setting, it is a little different when it comes to expectations. Office
etiquette is defined as basic manners in the world of business. It is important
because it cuts down on stress and conflict between co-workers, which
ultimately affects the company’s success.

Encouraging better workplace manners will create a better work culture. It is

important because it creates a professional, mutually
respectful atmosphere and improves communication, which helps an
office serve as a productive place. People feel better about their jobs when
they feel respected, and that translates into better customer relationships as
well.

8.2 Basic Professional Etiquette and Manners

One should be aware of the basic etiquette and manners expected of them
at workplace. This awareness helps professionals be effective in aligning with
a healthy work culture.
 Make a Good First Impression
People often form impressions about others within seconds of meeting them,
so it’s important to ensure you present yourself as a professional. Be aware
of your body language and how others may perceive it. A good rule of thumb
is to stand straight, maintain eye contact, and smile! Make sure you know
the workplace dress code and office policies ahead of time. Arrive on-time
and be prepared for important meetings.
 Avoid Gossip
How you treat people says a lot about you. Don’t make value judgments on
people’s importance in the workplace or speak negatively about your co-
workers, even if you find yourself frustrated over a certain situation. Be
thoughtful about how you interact with your supervisor(s), peers, and
subordinates as well.
 Communication is Key
Communication is an important part of workplace etiquette. It’s sometimes
not what you say, but how you say it that counts so be mindful of how you
communicate with your colleagues in meetings and one-on-one
conversations. In regards to email, be sure your correspondence inside and
outside of your workplace is written clearly and free of spelling errors.
Remember, email is a permanent record of any conversation so never put
anything in writing that you would say to someone’s face.
 Understand your Work Environment
The values, policies, and procedures of a workplace can be difficult to
discern at first. If you are in a larger organization with a structured human
resource division, you may have access to an HR Manager or in-house
trainings to keep you informed of your organization’s expectations. In a
smaller workplace setting, some of that knowledge may come from
observing others and asking questions of your colleagues when needed.
Lastly, observing the atmosphere and actions of others can help you
understand what’s appropriate and what’s not, and how to best navigate the
workplace while maintaining your professionalism.
As the global market grows, the need to understand multiple international
standards of business etiquette is also growing. If you take a job or
internship in another country, be to research the proper etiquette, culture
and customs for both that country and the organization you plan to work for.
 Be Personable Yet Professional
Sharing information about your personal life is your choice, but be cautious
when it comes to what you share; some colleagues may be more open than
others and might choose to keep their personal life private as well. Similarly,
you may want to limit personal calls, emails, and other non-work-related
tasks to after work hours. Within your workspace, it’s okay to add personal
touches but remember that your colleagues will see the space and consider
it a reflection of your professional self. Lastly, getting to know colleagues is a
good thing but always be respectful of others’ space. If you need to discuss
something with them, don’t just walk in; knock or make your presence
known, and always offer to schedule a meeting for later in the day if they are
busy in the moment.
 Small talk
In a professional setting, it is not appropriate to discuss sensitive topics like
politics or religion. Use caution when asking questions that might be
perceived as too personal, such as “Do you have kids?”.
 Handshake
A handshake is the formal cultural-norm in the west for professional business
engagements, and a handshake is often done when greeting someone and
when closing out a meeting or departing. Most professional situations are
appropriate for a handshake including an interview, networking event and
business meeting.

 Make strong eye contact and offer a greeting before and during the
handshake. “Hi, my name is…”
 Your handshake should be firm, but not crushing. Don’t offer up a
sweaty floppy hand. No one wants to shake a fish hand!
 When you shake hands, you want them to align, web-to-web and shake
firmly for one or two shakes.

 Lunch meetings/interviews
Sometimes meetings or interviews will take place over a meal, and there are
a few things you can do to ensure it goes well. When in doubt, follow the lead
of the host.
  Once seated, immediately put your napkin on your lap.
 If there are multiple forks and spoon options at your place setting, just
start from the outside working in towards your plate for each course.
 Drinkware is on the right, bread and salad plates to your left.
 Order a manageable food item – avoid items that are messy, difficult to
eat, or could leave you with food in your teeth such as salad or
spaghetti.
 Don’t order the most expensive item on the menu.
 Do not order alcohol on an interview. Don’t order seconds on anything,
including drinks.
 Wait to eat until everyone at the table has been served.
 Be gracious to everyone you encounter and treat the waitstaff with
respect.
 Your on-line presence
Don’t ruin your professional image by posting something online that can be
misinterpreted. In the digital age of growing social media platforms, you
need to consider how your comments, posts, and information could be
perceived. This will be dealt in detail in later Units of the BSPC course.

9. JOHARI WINDOW
9.1 History
It is necessary to improve self-awareness and personal development among
individuals when they are in a group. The ‘Johari’ window model is a
convenient method used to achieve this task of understanding and
enhancing communication between the members in a group. American
psychologists Joseph Luft and Harry Ingham developed this model in 1955.
The idea was derived as the upshot of the group dynamics in University of
California and was later improved by Joseph Luft. The name ‘Johari’ came
from joining their first two names. This model is also denoted as
feedback/disclosure model of self-awareness.
9.2 Introduction
The Johari window model is used to enhance the individual’s perception on
others. This model is based on two ideas- trust can be acquired by revealing
information about you to others and learning yourselves from their
feedbacks. Each person is represented by the Johari model through four
quadrants or window pane. Each four window panes signifies personal
information, feelings, motivation and whether that information is known or
unknown to oneself or others in four viewpoints.
9.3 The Johari Window Model
The method of conveying and accepting feedback is interpreted in this
model. A Johari is represented as a common window with four panes. Two of
these panes represent self and the other two represent the part unknown to
self but to others. The information transfers from one pane to the other as
the result of mutual trust which can be achieved through socializing and the
feedback got from other members of the group.

1. Open/self-area or arena – Here the information about the person his

attitudes, behaviour, emotions, feelings, skills and views will be known by
the person as well as by others. This is mainly the area where all the
communications occur and the larger the arena becomes the more effectual
and dynamic the relationship will be. ‘Feedback solicitation’ is a process
which occurs by understanding and listening to the feedback from another
person. Through this way the open area can be increased horizontally
decreasing the blind spot. The size of the arena can also be increased
downwards and thus by reducing the hidden and unknown areas through
revealing one’s feelings to other person.
2. Blind self or blind spot – Information about yourselves that others know
in a group but you will be unaware of it. Others may interpret yourselves
differently than you expect. The blind spot is reduced for an efficient
communication through seeking feedback from others.
3. Hidden area or façade – Information that is known to you but will be
kept unknown from others. This can be any personal information which you
feel reluctant to reveal. This includes feelings, past experiences, fears,
secrets etc. we keep some of our feelings and information as private as it
affects the relationships and thus the hidden area must be reduced by
moving the information to the open areas.
4. Unknown area – The Information which are unaware to yourselves as
well as others. This includes the information, feelings, capabilities, talents
etc. This can be due to traumatic past experiences or events which can be
unknown for a lifetime. The person will be unaware till he discovers his
hidden qualities and capabilities or through observation of others. Open
communication is also an effective way to decrease the unknown area and
thus to communicate effectively.
Example
Linda got a job in an organization. Her co-workers knew a little about her and
in this context the unknown and hidden areas will be larger and the open
area will be small. As the others don’t know much about her the blind spot
also will be smaller and the model will be as shown in Figure 1.
Linda spent most of her free time sketching in the office which was her
preferred pastime and her co-workers found her very shy and elusive. With
that evaluation she got the idea how she was and tried to be more talkative
and interacted more with other co-workers. This helped her to increase her
open area and thus making the hidden and unknown areas smaller. (Figure
2)
Through the feedback Linda got from her co-workers she could perform well
in the office and her real capacity could be obtained as a result of an
effective interaction among the colleagues. Through the feedback Linda got from her
co-workers she could perform well in the office and her real capacity could be obtained as a
result of an effective interaction among the colleagues.
A Johari window is a psychological tool created by Joseph Luft and Harry
Ingham in 1955. It’s a simple and useful tool for understanding and training:
 self-awareness
 personal development
 improving communications
 interpersonal relationships
 group dynamics
 team development; and
 inter group relationships
It is one of the few tools out there that has an emphasis on “soft skills” such
as behaviour, empathy, co-operation, inter group development and
interpersonal development. It’s a great model to use because of its
simplicity and also because it can be applied in a variety of situations and
environments.
In this example we are going to talk about how the Johari window works with
an individual within a team. In this instance there are two factors at work
within the Johari window. The first factor is what you know about yourself.
The second factor relates to what other people know about you.
The model works using four area quadrants. Anything you know about
yourself and are willing to share is part of your open area. Individuals can
build trust between themselves by disclosing information to others and
learning about others from the information they in turn disclose about
themselves.
Any aspect that you do not know about yourself, but others within the group
have become aware of, is in your blind area. With the help of feedback from
others you can become aware of some of your positive and negative traits as
perceived by others and overcome some of the personal issues that may be
inhibiting your personal or group dynamics within the team.
There are also aspects about yourself that you are aware of but might not
want others to know, this quadrant is known as your hidden area. This leaves
just one area and is the area that is unknown to you or anyone else – the
unknown area.
The balance between the four quadrants can change. You might want to tell
someone an aspect of your life that you had previously kept hidden. For
example, maybe you are not comfortable contributing ideas in large groups.
This would increase your open area and decrease your hidden area.
It is also possible to increase your open area by asking for feedback from
people. When feedback is given honestly to you it can reduce the size of
your blind area. Maybe you interrupt people before they have finished
making their point which can cause frustration. Alternatively people may
always want to talk to you because you are a good listener. Sometimes you
don’t realise these aspects of your character until it is pointed out.
By working with others it is possible for you to discover aspects that neither
of you may never have appreciated before.
Some examples of unknown factors can be as follows:
 an ability that is under-estimated or un-tried through lack of
opportunity, encouragement, confidence or training
  a natural ability or aptitude that a person doesn't realise they possess
 a fear or aversion that a person does not know they have
 an unknown illness
 repressed or subconscious feeling
 conditioned behaviour or attitudes from childhood
For example in an educational setting, a student’s contact with a tutor, may
help them understand how their experiences both in and outside of school
can have an impact on their learning. This discovery about themself would
reduce the size of their unknown area.
From a practical point of view in implementing the Johari window you need to
look at two steps.
Step one:
The place to start in the Johari window is in the open area. Make some notes
about yourself. Complete the Self Awareness Diagnostic. What are your
strengths and your weaknesses? What are you comfortable with and willing
to share with others? Try and be honest and clear about what you know
about yourself already.
Step two:
Involve other people and ask for feedback about yourself. Be prepared to
seriously consider it. That doesn’t mean that you have to do everything
that’s suggested, but you should at least listen and think about it. Then give
the person who provided the feedback some acknowledgement or thanks for
making the effort. Depending on how confident you are you might prefer to
do this as either a group exercise or on a one to one basis. Remember that
giving effective feedback is a skill and some people may be better at it than
others. When receiving feedback, be respectful, listen and reflect on what
has been said. It may be on receiving feedback you may want to explore it
further that can lead to discovery about yourself.
9.4 Johari Window - Drawbacks
The Johari window as a tool does have its drawbacks:
Some things are perhaps better not communicated with others.
People may pass on the information they received further than you desire or
use it in a negative way.
Some people or cultures have a very open and accepting approach to
feedback and some do not. People can take personal feedback offensively so
it’s important when facilitating to exercise caution and start gradually.
There are many ways to use the Johari model in learning and development. It
very much depends on what you want to achieve in your training or
development activities? What are your intended outputs and how will you
measure that they have been achieved? How can the Johari Window theory
and principles are used to assist this.
Johari is a very elegant and potent model, and as with other powerful
ideas, simply helping people to understand is the most effective way to
optimise the value to people. When people really understand it in their own
terms, it empowers them to use the thinking in their own way, and to
incorporate the underlying principles into their future thinking and
behaviour.
The Self Awareness Diagnostic is a great accompaniment to the Johari
window model. It helps people to explore the qualities that make them who
they are. The simple online questionnaire provides instant feedback to the
participant that they can positively use in understanding their personal
strengths and weaknesses, what belongs in their open space. It can also
objectively help the participant to start to process some of those attributes
that reside in their blind spot and can encourage discussion amongst the
group without being confrontational or causing contention.
What is unique about the Self Awareness Diagnostic is it explores not only an
individual’s ‘soft skills’ and working style preferences but also how
participants like to learn; their learning styles. In an education or business
environment this can be a great enabler for a teacher or trainer to ensure all
the members of the group are motivated and able to achieve their full
potential.