ATT IT U D E

A SMALL TRUTH TO MAKE LIFE 100%

If ABCDEFGHIJKLMNOPQRSTUVWXYZ is equal to 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21

Hard work H+A+R+D+W+O+R+K 8+1+18+4+23+15+18+11 = 98% Knowledge
K+N+O+W+L+E+D+G+E 11+14+15+23+12+5+4+7+5 = 96%

Love L+O+V+E 12+15+22+5 = 54% Luck L+U+C+K 12+21+3+11 = 47%
(don't most of us think this is the most important???)

Then what makes 100%?
Is it Money? ... NO!!!!! [M+O+N+E+Y = 13+15+14+5+25 = 72%] Leadership? ... NO!!!!
[L+E+A+D+E+R+S+H+I+P = 12+5+1+4+5+18+19+9+16 = 89%]

Every problem has a solution, only if we perhaps change our ATTITUDE To go to the top, to that

100%,

ATTITUDE
A+T+T+I+T+U+D+E 1+20+20+9+20+21+4+5 = 100% It is OUR ATTITUDE towards Life and Work that makes OUR Life 100%

Why Attitude?
1% die 3% move 5% adopt new habit 9% find price too high 14% are disappointed with the product quality 68% are dissatisfied by the attitude displayed by the employees

Interpersonal Attitude

Hostile Dominant Submissive

Friendly

ATTITUDE
- Attitude is the mental position or feelings with regard to a fact or state. - A habitual mode of thought or feelings. - A posture or position expressing some thought or feeling
Human being can alter their lives by altering their attitude of mind

A study (Harvard Univ.) on attitude reveals When a person gets a job or promotion - 85% of the time because of attitude - 15% due to intelligence & knowledge of specific facts and figures.
Attitude is the FOUNDATION Success is the BUILDING

Factors determining attitude
- Environment - Experience - Education
Environment consist of
● ● ● ● ● ● ● ● ●

Home School Place of work Effect of media Cultural background Religious background Traditions and believes Social environment Political environment

Benefits of +ve attitude

• • • • • • • • •

Increases productivity Fosters team work Solves problems Improves quality Makes a congenial atmosphere Breeds loyalty Increases profits Reduces stress Inspires others

While –ve attitude leads to
Bitterness ● Resentment ● Friction ● Bad image ● High stress levels for themselves and ● others

Paralysis due to Analysis

Semi negative attitude

There are 8 general steps to build and maintain positive attitude
• Change focus, look for the positive • Make a habit of doing it now • Develop an approach of gratitude • Build self esteem • Away from negative influences • Learn what to do and how? • Start the day with something +ve • Training & re-training

What is motivation ?
Literally motivation means incitement or inducement to act or move. -Motivation is the drive that encourages action or feelings -Motivation means igniting the spark for action Most people are good people , but they can do better. Most people already know what to do to improve their lives, but they are not doing it. What is missing – MOTIVATION Inspiration is a spark to kindle the fire of motivation

Types of Motivation

External Motivation Internal Motivation

External Motivation
External Motivators - which creates external motivation * Money (incentive/bonus/commission) * Fame or fear * Social appeal * Security Advantages of External Motivation - It gets the job done quickly - It prevents losses by meeting the deadline - In the short run, the person’s performance may improve

Disadvantages of External Motivation - It is external - Motivation is there so long the motivator is there. Once the Motivator goes the motivation goes - It causes stress - Performance is limited to compliance - In long run , performance goes down - It destroys creativity - People gets used to the stick, every time a bigger stick is required

External Motivation is never valuable to any organisation

Internal Motivation
Internal Motivator - Comes from within - A pride, a sense of achievement, a feeling of accomplishment, not for success or winning but for fulfilment that comes from having done something - Originates externally but its manifestation is internal - Gives a sense of belongingness - Long lasting & translates into self motivation

DE-MOTIVATING FACTORS -Unfair criticism -Negative criticism -Public humiliation -Rewarding the non-performer -Failure or fear of failure -Success leads to complacence -Lack of of direction -Low self-esteem -Lack of priority -Office politics -Unfair treatment -Poor standard -Frequent change -Responsibility without authority

MOTIVATORS Give recognition Give respect Make work interesting Be good listener Encourage goal setting Provide training Throw a challenge

TEAM WORK

TOGETHER EVERYONE A CHIEVES
MORE

WORKING TOGETHER WORKS
COMING TOGETHER IS A BEGINNING KEEPING TOGETHER IS PROGRESS WORKING TOGETHER IS SUCCESS

A good Team Member
encourager of participation tension reliever communication helper process observer standard setter active listener trust builder interpersonal problem solver

Stages in Team Building
Forming Storming Norming Performing

Why Teams?
When several people use their skills and knowledge together, the result should be a better project. People working together can sustain the enthusiasm and lend support needed to complete the project.

CONVERGENCE & COMPETITION
convergent tech.
Future Industry Structure

Regulated market
Current Industry Structure

Competitive market

Non-convergent technology

Cost

Customer retention Volume of purchase

Service

Behavioral attitude

Price premium

Margin

PROFIT
Word of mouth

SALES

IMPORTANCE OF BEHAVIOUR/ATTITUDE & CUSTOMER CARE IN OUR BUSINESS

Effective Communication

Modes of Communication

Speaking /Listening •Visualizing/Observing •Writing/reading

Essentials of Communication

Source •Message •Medium •Receiver

Communication can be through

Verbal (words) ● 45% Non verbal (gestures/postures) ● 55%

Important parameters of effective communication

Perception •Psychological/emotional •Filtering •Clarity of expression •Listening

Importance of SMILE

Sell •More •Incurring •Less •Expenditure

CONCLUSION
I can't change the direction of the wind, but I can adjust my sails to always reach my destination.- Jimmy Dean -

You cannot change BSNL, but you can change your office atmosphere by changing your attitudes and behaviour and be an example for others!

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