Rajasthan Technical University

nd
MBA II Year

Capacity Building Lab File

Submitted To: Submitted By:

Prof. Nutan Mathur Mustafa Ali
MBA (B) IIIrd sem.

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 Acknowledgement
I would like to express my special thanks of gratitude to my Professor Nutan
Mathur who gave me the golden opportunity to do this wonderful assignment on
the topic Capacity Building Lab File, which also helped me in doing a lot of
Research and I came to know about so many new things I am really thankful to
them.
Secondly, I would also like to thank my friends who helped me a lot in
completing this project within the limited time frame.

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 Content
S.No. Topic Page No.
1. Capacity Building 5
Definition of Capacity Building 6
Capacity Builders 6
Types of Capacity Building 6
2. Telephonic Interviews 7
Handling Telephonic Interviews 7-14
3. Group Discussion 14
Group Discussion Skills 14-16
4. Interview 17
Interview Skills 17-19
5. Personality Development 19-20
Freud’s Psychoanalytic Theory of Personality Development 20-22
6. Time Management 22-24
7. Etiquette 24
Need for Etiquette 24
Types of Etiquette 25
8. Mannerism 26
Characteristic of Mannerism in Organisation 26-27
9. Behaviour 28
Models of Behaviour 28-29
Behaviour in Management 29
10. Networking Technical 29-30
Types of Network Technology 30-32
11. Domain knowledge 32-33
12. Math Aptitude 34
13. Problem Solving 34-36
14. Self-Confidence 36-41
15. Industry Awareness 41-42
General Hints & Tips 42-43
How to impress with your industry awareness at interview! 43
Improving your industry awareness 43-45
16. Pre-interview Process 45-46
Why Employers Use Pre-Interview Questionnaires 46
Tips for Answering Pre-Interview Questions 46-48
The 4 Ps of a Pre-Interview Process 48-49
Pre-Interview Steps 49
17. Inter-Personal Skills 50

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 Technical Skills vs. Inter-Personal Skills 50
The Importance of Inter-Personal Skills in the Workplace 51-53
Jobs Require Inter-Personal Skills 53-55
How to Improve Inter-Personal Skills 55-56
18. Bibliography 57

Capacity Building
Capacity building (or capacity development) is the process by which individuals and
organizations obtain, improve, and retain the skills, knowledge, tools, equipment, and other
resources needed to do their jobs competently. It allows individuals and organizations to
perform at a greater capacity (larger scale, larger audience, larger impact, etc). “Capacity
building” and “Capacity development” are often used interchangeably. This term indexes a
series of initiatives from the 1950s in which the active participation of local communities’
members in social and economic development was encouraged via national and subnational
plans.

Community capacity building is a conceptual approach toward social and behavioural change
and leads to infrastructure development. It focuses on understanding the obstacles that inhibit
people, governments, international organizations, and Non-Governmental
Organizations (NGOs) from realizing the goals that will allow them to achieve sustainable
results.

The term community capacity building emerged, in the context of international development,
during the 1990s. Today, "community capacity building" is included in the programs of most

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international organizations that work in development. This includes organizations such as
the World Bank, the United Nations, and non-governmental organizations like Oxfam
International. The pervasive use of the term has resulted in controversy over its true meaning.

Community capacity building often refers to strengthening the skills of people and
communities, in small businesses and local grassroots movements, in order to achieve their
goals and overcome particular issues that may cause exclusion. Organizational capacity
building is used by NGOs and governments to guide their internal development and activities.

Capacity building, as a practice, tends to treat the range of skills and competencies needed as
linked to the immediate task. Martha Nussbaum's Capabilities approach provides more depth
to this theory. Alternatively, Paul James proposes the Circles of Social Life approach.

The United Nations Sustainable Development Goal 17 advocates for enhanced international

support for capacity building in developing countries to support national plans to implement
the 2030 Agenda.

Definition of Capacity Building

Capacity building is defined as the ability of an organization to achieve their mission in an
effective manner. It can also be described as the strategies or actions that an organization
takes to ensure that it has the resources needed to succeed. These actions can include:
resource development, financial management (diversification of funding sources),
organizational learning, leadership development and other activities. In other words, capacity
building is any set of actions that an organization takes to improve its ability to perform
successful in its chosen area.
The term or concept also relates to the commitment of foundations and other entities to help
non-profit organizations to become high performing entities by supplying information,
instruction and guidance.

Capacity Builders
 Foundations
 Associations

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  Government Organisations
 Management Support Organisations
 Consultants
 Academics

Types of Capacity Building

1. Short Term
-Technical Assistance
2. Long Term
-Multi-Dimensional
3. Training and Education
4. Grant-Focused Support
5. Capital Resource
6. Executive Coaching

Telephonic Interviews
Telephone interviews have become one of the most popular ways to conduct a one-on-one
meeting when geography presents a challenge. Essentially, this is simply a situation in which
a telephone call is used to create the foundation for an interactive meeting in which one party
is conducting an interview with a second party. There are a few applications that are normally
associated with this type of interview that make it both time and cost efficient.

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Telephone interviews are used by companies to communicate with prospective employees.
It has become very popular to use a telephone interview to interview potential employees. In
some instances, this type of interaction is used as a screening method. People who express
interest in a particular position with a company have a chance to speak with a representative
of the corporation and answer some basic questions. Since location is not an issue, it is
possible for applicants who live in remote areas to apply for work and have the chance to
make a good impression. If the responses meet with approval, then arrangements can be made
for the individual to travel to a designated location for a face-to-face meeting with the
employer.

Handling Telephonic Interviews

Job screening interviews can be intimidating, but with a little preparation you can build the
confidence you need to succeed. The purpose of a screening call is to determine whether you
meet the minimum position requirements for a job that you applied to. The person calling
wants to make sure a face-to-face meeting will be a productive use of time for everyone, and
to make sure that you’ll be a good fit for their company. They will also be looking for
specific job-related information and making judgments about job-related personal
characteristics.
1. Handling a Screening Call as the Interviewer
I. Prepare your workspace and remove any distractions before you make
the call- Close the door to your office, turn your cell phone ringer on vibrate,
and close out of any potentially distracting internet browsers. Make sure to
keep a glass of water nearby in case you have to cough or your mouth gets dry
from talking.
 Consider using the restroom before making the call.
 If you can’t make the call from an office, try to find a place (in your
home, hotel room, etc.) that is quiet and free of distractions.

II. Read over the candidate’s resume- In order to effectively screen the
candidate, you should familiarize yourself with their application materials
before the call. Read over their résumé and jot down any notes that you might
have.

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  Consider things you might want to ask questions about like gaps in
employment, work-related experience, or various qualifications.

III. Ask probing questions- For the screening process, it’s not necessary to ask
tons of interview-type questions. You’re really just trying to get the basics
here. Focus on compatibility questions (start date, travel, salary, etc.),
outlining the candidate’s interest in the position, and explaining any anomalies
in the candidate’s application (gaps in employment, industry changes, etc.).
Some examples of effective lines of questioning include:
 When can you start?
 Are you willing to travel/relocate?
 How much money would you like to earn in this position?
 What made you apply for this position?
 Why do you want to leave your current position?

IV. Listen intently to the candidate’s responses- Make sure that you listen
actively to the interviewee’s responses to your question so that you can get a
complete picture of their personality, work history, and aptitude for the job.
 It might help you to jot down some notes as the candidate is speaking.
That way, you can refer back to your notes later if you forget
something or have questions.

V. Keep an open mind- If you were impressed by reading the candidate’s

application, and you’ve already decided they should be brought in for an
interview, the screening process is just going to be a waste of time. The same
is true if you were underwhelmed by a candidate’s application. Try to keep an
open mind and minimize any bias you might have.
 Try to be objective as possible in order to make the best decision
possible at the end of the process.

VI. Maintain a congenial attitude throughout the call- Try to interact with the
candidate in a way that puts them at ease. You’re in a position of authority
here, so you can assume the candidate will already be nervous. If you

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 intimidate them further with a cold tone or a condescending, hurried attitude,
it’s unlikely that you’ll get a clear picture of what kind of person they really
are, underneath all the nervousness.
 Make a little bit of small talk. Crack a joke to ease the tension. Give
some positive feedback throughout the interview.

VII. Jot down the interviewee’s name and use it- Calling someone by their name
is a simple way to show mutual respect and to invite the candidate to feel like
they are more than just the contents of their application in your eyes. Use the
appropriate title (Mr., Ms., Dr., etc.) and their last name. Don't call the person
by their first name unless they invite you to do so.
 Even if you are the one in charge of the call, it’s still nice to show
some professional respect by using these kinds of formalities.

VIII. End the call on a positive note- At the end of the call, be sure to thank the
caller for their time, tell them you enjoyed speaking with them, and let them
know what the next steps will be.
 Even if you are unsure if the interviewee would be a good fit for the
position, it’s still good etiquette to treat them positively and let them
know you’ll take their application under consideration.

2. Handling a Screening Call as the Interviewee

I. Prepare a comfortable environment for the phone call- Set yourself up at a
comfortable desk, or on the couch. Be sure that you are away from any
possible distractions – outside noise, pets, children, or other household
distractions. Keep a glass of water nearby and have a pen and pad handy for
any notetaking you may need to do during the call.
 Make sure your phone and laptop are fully charged ahead of time.

II. Prepare some responses to expected questions- It is likely that the

interviewer will ask you a variety of questions related to your personality and
to your performance in a work environment. Prepare some answers to

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 common questions ahead of time so that you won’t have to think about your
response in the moment. Some common phone interview questions include:
 What interests you about this job?
 What kind of relevant work experience do you already have?
 What does your current job entail?
 What is your degree?
 Walk me through your resume.

III. Gather your reference materials together and keep them close- These
materials include a copy of your resume, a copy of each job posting or ad to
which you've applied, and your research notes about the company.
 Since it's a phone call, you can easily refer to these things without the
caller being aware of what you're doing.

IV. Prepare some sticky notes with important points written on them- It’s
normal to lose your train of thought on occasion during a stressful situation
like a phone interview. To prevent this from happening, write down some
main points you want to discuss on some sticky notes and place them around
the edge of your computer screen. Having them right in front of you is a good
safety net in case you stumble over your answers.
 On the sticky notes, include things like the company’s mission
statement, a list of work history information you want to make sure
they are aware of, and a couple of prepared answers to questions you
expect they might ask you.
 You should also prepare a few questions to ask at the end of the
interview.

V. Take a short moment to collect yourself before launching into the

conversation- The call will generally be made during business hours and may
take you by surprise. If that happens, ask the caller to hold for a moment while
you move to a quiet location.

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  If the phone call is scheduled for a specific time, try to be ready at least
ten minutes ahead of time so that you have a moment to calm your
nerves.

VI. Be prepared to talk about your background- During the call, you may be
asked to discuss why you're currently looking for work; what skills you have
that meet the position requirements; and whether your pay requirements fall
within the hiring range. There may also be questions relating to your job
stability or why you changed from job to job.
 Consider your answers ahead of time so that you’ll have your
responses ready.

VII. Write down the caller's name and use it- Use Mr. and Ms., or another
appropriate title. Don't call the person by their first name unless invited to do
so.
 This shows a level of professionalism that the caller will appreciate.

VIII. Answer questions concisely- When the caller asks you questions, be sure to
answer them concisely, with only the necessary information. Don’t add a lot of
extra fluff that is irrelevant, or tell gratuitous stories that don’t obviously help
your case.
 A good, concise answer might be something like this: “I will be an
asset to this company because my previous work experience in sales
marketing has already given me many of the skills, I will need to be
successful in the job position. Moving forward, my specific abilities
will help us achieve the company’s goal of increasing quarterly sales
by providing innovative approaches to existing marketing strategies
and applying my knowledge of the sales industry to guide our
marketing decisions.”

IX. Provide important information first- Since the screening call will probably
be quite short, you want to make sure that you get the information out that you

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 really need to. Answer the caller’s questions with the most important
information first, then expand if the caller asks for more detail.
 Plan to explain any confusion that might arise from your application –
like gaps in employment history, incomplete qualifications, or a lack of
experience.

X. Focus on how you’re a good fit for the company- When responding to the
caller’s questions, make sure that you always bring your answers back to how
you would be a great addition to the company. Remember that you are trying
to sell yourself here, so you want the caller to leave the call thinking about
how qualified and well-suited for the job you are.
 Emphasize any pertinent qualifications, experience, or skills you might
have that make you a great candidate for the job.

XI. Speak slowly and clearly- It’s normal to talk faster when you’re nervous, so
try to make a conscious effort to slow down your speech pace during the
interview. You should even consider waiting a bit longer than you normally
would (just by a few seconds) before answering questions so that you make
sure the caller has enough time to finish their question and you don’t
accidentally talk over them.
 Speaking too fast can make you seem nervous and unprepared. It can
also cause you to rush into an answer before you’ve had enough time
to fully consider your response.

XII. Convey a congenial, friendly attitude- Try to be pleasant and easy to talk to

during the call, while always remaining professional. Stay calm and relaxed;
try to sound at ease with the caller from the beginning.
 When you want to emphasize a point, don't raise your voice; stand up
instead. This will give your voice more energy.

XIII. Project a bigger level of enthusiasm than normal- Since the caller can’t
actually see you smiling, it’s important that you convey a slightly exaggerated

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 sense of enthusiasm over the phone. Don’t go too over-the-top with it, but let
the caller know that you’re excited about this opportunity.
 Laugh (when appropriate) at jokes and respond to questions with
enthusiasm.

XIV. Follow through with the next steps- Once you have answered all the
questions, be sure that you don’t end the call without knowing what the next
step will be. Find out if they will contact you for an in-person interview, or if
you can schedule the interview now. Make note of the date and time; the
name, title, and phone number of the person with whom you'll be meeting; the
address or location, and directions to get there (if offered).
 Be sure that you are clear about what the next steps are and the
expected timeline for moving forward.

XV. End the call on a positive note. Before hanging up, thank the caller for their
time and consideration. Inform the caller that you are interested in moving
forward and enjoyed the conversation.
 Try saying something like, “Thank you for the call. I am very
interested in this opportunity and excited about moving forward in the
process. What is the next step?

Group Discussion
Group discussion is a hiring technique applied by most organizations to select an ideal
candidate for a particular job role.
Basically, it is an informal discussion in which candidates with similar academic
qualifications or related educational backgrounds, discuss a topic. So, it is sometimes called a
‘leaderless discussion’. The topic of discussion is generally provided by a panelist or a group
of panelists. An ideal GD process has been described below:

i. You will sit in a room with 6-12 participants

ii. You will be judged by a moderator/panelist
iii. You will be given a topic by the panelist
iv. You will be given a time slot (5 to 10 minutes) to think and frame your points

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 v. You will be given a time slot (15 to 30 minutes) to discuss the topic with your group
vi. To stop you from speaking beyond your individual time limit, your GD panelist might
intervene.
vii. Your panelist might signal the group (by ringing a bell) to end the GD round.

Group Discussion Skills

1. Reasoning- Try to find the GD topic category that you are comfortable with. Also,
follow the news regularly to stay updated about Current Affairs. If you are good at
debating, factual or social topics are your forte. Bookworms (or avid readers) may
have an edge over the rest in abstract and situation-based topics.

2. Speaking-If the given topic is familiar, you must start the GD. Collect your ideas
systematically (preferably in points) and start speaking. If not, try to jump in as a
second or 3rd speaker. In order to speak confidently in a GD, commit yourself
completely to English at least a week before the round.
You have to consciously train yourself to communicate in English like a pro. Build a
good command over the language that you will be discussing in. So, listen to English
songs, watch English movies and sitcoms, follow English news and read a newspaper
daily for 15 days at least, before your GD.

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3. Time Management- In the time given before the start of GD, define the topic, write
2-3 pros and cons and give a 3-point structure to the discussion. The structure is
relevant typically for current affairs and social/factual topics. So, frame just 3-4 points
for a turn and try to finish those points in time.

4. Presentation- If you are able to start then use a line or two to define the topic and
spell out the structure.

5. Paraphrasing/summarizing- If you manage to go second or third then paraphrase

the explanation of the topic, propose a structure if missed by the first speaker and give
a few a few pros and cons.

6. Creativity- People speaking afterward should either try to build upon the points given
by others or try to bring in a new dimension to the discussion. In a socially inclined
topic, pitch every angle of the argument and take a middle path. Bring out different
views and excerpts from the speeches/articles for a topic of current affairs. And for
situation-based topics, try to have a few guidelines and follow them to carry forward
the discussion.
7. Listening- Once you are done with your point, listen passionately to what others are
speaking. Nod if you agree. Keep looking at others and understand their facial
expression.

8. Proactive- If there are N people in a GD then you should be the N-th turn for raising
your points. If you are speaking at N-1 or N-2 then you are dominating the GD which
is actually a good sign. So, in a group of 8 people, try to snatch the 6th-7th turn.

9. Public speaking- Once you get your chance to speak, speak slowly and with
authority. Focus more on ensuring that your points are understood by people rather
than becoming self-conscious or self-analysing your speaking skills or relevance of
points.

10. Social engagement- Don’t be self-conscious and keep thinking or rehearsing your
points. Use this time to understand the points given by others. Use somebody’s point

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 by rephrasing it and posting it to someone who has not engaged in the discussion so
far.

11. Memory and recalling- Bringing an international perspective with statistics or an

anecdote creates a good impression.

12. Writing- Write down just 4-5 words because you don’t want to risk a blank thought
at your turn. It is a possibility and it has happened to me a number of times when I
thought of my argument but was completely blank when my turn came.

13. Analytics- The interviewer tests you on several parameters (especially your ability to
visualize, articulate and conceptualize), not just on your points. So, check that you are
covering all the parameters. Give your ideas a structure, listen, bring the group back if
they digress, give the topic a new dimension, build-up on someone else’s point, give
credits to a fellow participant, etc.

Interview
When you split the word ‘interview’ you get two words, ‘inter’ and ‘view’. This roughly
translates to ‘between view’ or seeing each other. This means that both the groups involved in
an interview get to know about one another.
An interview definition can be crafted as a gentle conversation between two people or more
where questions are asked to a person to get the required responses or answers.

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People involved in an interview: Usually two groups or two individuals sit facing each other
in an interview. The person asking questions is the interviewer and the person answering the
questions is the interviewee.

Interview Skills
Do your background research- This may not seem like an actual interview skill, but it is. If
you walk into an interview saying, “Now, what do you do again?” and “Do you guys have
funding yet?” you’re doomed before you begin. No matter how sparkly your personality is,
you have to do the background research.

1. Be polite to everyone- You may have heard stories of people who were rude to the
receptionist, cut someone off in the parking lot, or yelled at the barista at the coffee
shop around the corner and then didn't get the job. These things happen, and they can
ruin your chances. I will never, ever, not in a million years hire the person who is rude
to the receptionist or barista. Many recruiters and hiring managers feel the same.

2. Watch your body language- This one is a bit harder. My Inc. colleague Minda

Zetlin listed 21 body language mistakes that people make. Some of them are
especially important in an interview. For instance:
 Lean in or sit up straight to show you're interested.
 Keep eye contact so you look honest, but don’t just lock in a stare,
because then you look aggressive.
 Don't nod too much. Yes, you want to show agreement, but too many
nods and you start to look like you don’t truly care.

3. Watch your real language- If you have a potty mouth, save it for your friends, and
not for the interview. If the interviewer is letting the f-bombs fly, you can feel more
comfortable doing the same, but otherwise, use words that express your actual
feelings and ideas.

4. Review your own resume- You know what you did, right? Are you sure? I once got
caught off guard in an interview when the hiring manager asked me a specific

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 question about an accomplishment on my resume. I had to stumble for a minute
before my brain latched on to what she was talking about. Don't make that mistake.
Refresh your memory, especially old jobs.

5. Prepare for standard questions- Lots of interviewers are going to ask you to “tell
me about a time when ...” followed by something appropriate for your field and this
particular job. You should have great answers prepared for this. Brainstorm a list of
possible questions and work on your answers. Another Inc. colleague, Jeff Haden, just
listed the 27 Most Common Job Interview Questions and Answers. Definitely, review
these questions before arriving at a job interview.

6. Prepare your wardrobe- Yes, people judge you by what you’re wearing. Most
interviewers aren’t going to care the brand of your jacket, or if the heel of your shoe is
scuffed, but you should be dressed appropriately. Generally, for most professional
jobs that means a suit, or one step lower. If you’re concerned, go to their parking lot
before the interview and watch people come out. If their style is business casual, you
should wear a suit. If they are wearing jean and flip flops, you’re probably fine in
business casual, but better to be overdressed than underdressed, in most industries.

7. Prepare your questions- Don’t ask questions that could be answered by looking at
the company website. Do ask questions about the challenges of the position, what
success looks like, and how this position fits in with the organization’s goals.
Remember, you want to look like you're really interested in succeeding in this
position, and you need this information to do so.

8. Don’t badmouth your former employer- You’re most likely going to be asked why
you're looking to leave your current job (or why you left your last job if you're
unemployed). Don’t lie, but don't be super negative either. “My boss is a huge jerk.
She is nit-picky, plays favourites, and smells like tuna fish.” These things may all be
true, but you don't come out looking good. Figure out how to explain why you're
leaving, why you got fired, what you learned from it, and how this all means this new
job is a great fit.

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 9. Don’t forget the thank you card- It doesn’t have to be a card anymore; an email will
do just fine. You can get hired without one, but it’s a nice gesture to send a quick
follow up email to the hiring manager and recruiter. It keeps you in their minds and
shows your politeness, which brings this full circle. You begin by being nice to
everyone, and you end the interview by being nice to everyone, and you increase your
chances.

Personality Development
Personality is nothing but the aggregate conglomeration of memories and incidents in an
individual’s entire life span. Environmental factors, family background, financial conditions,
genetic factors, situations and circumstances also contribute to an individual’s personality.

Personality development is defined as a process of developing and enhancing one’s

personality. Personality development helps an individual to gain confidence and high self-
esteem.

Personality development also is said to have a positive impact on one’s communication skills
and the way he sees the world. Individuals tend to develop a positive attitude as a result of
personality development.

Freud’s Psychoanalytic theory of Personality Development

According to Freud’s psychoanalytic theory of personality development, there are two basic
factors which drive an individual and help in shaping his/her personality. These two basic
drivers are love and aggression which have a direct impact on what an individual does and

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thinks. According to Freud, love and aggression have a direct control on our minds and
thoughts.
Freud referred to Love and Aggression as “Eros” and “Thanatos” respectively.

“Eros” refers to intimate and passionate love between two partners. It is often defined as a
kind of madness which one experiences for his/her partner.

“Thanatos” was a figure in Greek mythology, though he never really existed as a person.
Thanatos symbolizes death.

Freud believed that Eros represents an individual’s instinct to survive. Eros refers to an
individual’s determination to live, where sex is the major driving force.

Thanatos on the other hand represents aggression which ultimately leads to death.

Structure of Personality
According to Freud, an individual’s mind has a fixed amount of desire towards sexual
activity, often called as libido. No two individuals would have similar desire for sexual
activity and the same would vary as per an individual’s situation, circumstance at the
moment.
An adult personality generally has three determinants: Id, Ego and Super Ego

The outcome of the combination of all the three determinants shapes an adult personality.
Freud believed than an individual’s personality has three parts and thus is often called as
tripartite personality.

 Id
 Ego
 Superego

1. Id - refers to irrational needs and demands, something which has nothing to do with
the reality of the situation. Freud believed that Individuals seek immediate pleasure in
order to satisfy their biological and physiological needs without taking into
consideration the reality. Id gives immediate pleasure to individuals and is often
irrational.
2. Ego - Ego develops when individuals start interacting with people around. Ego helps
in the fulfilment of id, taking into consideration the reality of the situation.

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 3. Super Ego - Super ego is often the third stage which includes the moral constraints
imposed on an individual by his parents or family.

Defence Mechanisms
According to Freud’s theory, Repression is one of the most powerful defence mechanisms
which push irrational impulses into unconscious mind. Defence mechanisms play an
important role in pushing unrealistic thoughts out of awareness. Stressful thoughts which are
threatening to an individual’s survival should be pushed into unconscious mind to reduce
anxiety through repression.

Psychosexual Stages
Freud believed that a single organ or body part is more sensitive to sexual stimulation at a
particular stage in a child’s complete development cycle. These organs often referred to as
erogenous zones include mouth, genital regions and anus. An individual’s sexual desires
depend on erogenous zone for a particular age. Sometimes a child finds himself/herself
overindulged in sexual pleasures of a particular age and is reluctant to grow beyond that
stage. Frustration arises when sexual needs are not fulfilled. Overindulgence and Frustration
sometimes lead to fixation. Fixation refers to a state where an individual is reluctant to
progress beyond a particular stage and is often obsessed with a sexual attachment.

Time Management
Time Management refers to managing time effectively so that the right time is allocated to
the right activity. Effective time management allows individuals to assign specific time slots
to activities as per their importance. Time Management refers to making the best use of time
as time is always limited.

Time Management plays a very important role not only in organizations but also in our
personal lives.

Time Management includes:

i. Effective Planning
ii. Setting goals and objectives

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iii. Setting deadlines
iv. Delegation of responsibilities
v. Prioritizing activities as per their importance
vi. Spending the right time on the right activity

1. Effective Planning- Plan your day well in advance. Prepare a To Do List or a “TASK
PLAN”. Jot down the important activities that need to be done in a single day against
the time that should be allocated to each activity. High Priority work should come on
top followed by those which do not need much of your importance at the moment.
Complete pending tasks one by one. Do not begin fresh work unless you have
finished your previous task. Tick the ones you have already completed. Ensure you
finish the tasks within the stipulated time frame.

2. Setting Goals and Objectives- Working without goals and targets in an organization
would be similar to a situation where the captain of the ship loses his way in the sea.
Yes, you would be lost. Set targets for yourself and make sure they are realistic ones
and achievable.

3. Setting Deadlines- Set deadlines for yourself and strive hard to complete tasks ahead
of the deadlines. Do not wait for your superiors to ask you every time. Learn to take
ownership of work. One person who can best set the deadlines is you yourself. Ask
yourself how much time needs to be devoted to a particular task and for how many
days. Use a planner to mark the important dates against the set deadlines.

4. Delegation of Responsibilities- Learn to say “NO” at workplace. Don’t do

everything on your own. There are other people as well. One should not accept
something which he knows is difficult for him. The roles and responsibilities must be
delegated as per interest and specialization of employees for them to finish tasks
within deadlines. A person who does not have knowledge about something needs
more time than someone who knows the work well.

5. Prioritizing Tasks- Prioritize the tasks as per their importance and urgency. Know
the difference between important and urgent work. Identify which tasks should be
done within a day, which all should be done within a month and so on. Tasks which
are most important should be done earlier.

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 6. Spending the right time on right activity- Develop the habit of doing the right thing
at the right time. Work done at the wrong time is not of much use. Don’t waste a
complete day on something which can be done in an hour or so. Also keep some time
separate for your personal calls or checking updates on Facebook or Twitter. After all
human being is not a machine.

For Effective Time Management one needs to be:

1. Organized- Avoid keeping stacks of file and heaps of paper at your workstation.
Throw what all you don’t need. Put important documents in folders. Keep the files in
their respective drawers with labels on top of each file. It saves time which goes on
unnecessary searching.

2. Don’t misuse time- Do not kill time by loitering or gossiping around. Concentrate on
your work and finish assignments on time. Remember your organization is not paying
you for playing games on computer or peeping into other’s cubicles. First complete
your work and then do whatever you feel like doing. Don’t wait till the last moment.
3. Be Focussed- One needs to be focused for effective time management. Develop the
habit of using planners, organizers, table top calendars for better time management.
Set reminders on phones or your personal computers.

Etiquette
Etiquette in simpler words is defined as good behaviour which distinguishes human beings
from animals.
Human Being is a social animal and it is really important for him to behave in an appropriate
way. Etiquette refers to behaving in a socially responsible way.
Etiquette refers to guidelines which control the way a responsible individual should behave
in the society.

Need for Etiquette

i. Etiquette makes you a cultured individual who leaves his mark wherever he goes.
ii. Etiquette teaches you the way to talk, walk and most importantly behave in the
society.

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iii. Etiquette is essential for an everlasting first impression. The way you interact with
your superiors, parents, fellow workers, friends speak a lot about your personality and
up- bringing.
iv. Etiquette enables the individuals to earn respect and appreciation in the society. No
one would feel like talking to a person who does not know how to speak or behave in
the society. Etiquette inculcates a feeling of trust and loyalty in the individuals. One
becomes more responsible and mature. Etiquette helps individuals to value
relationships.

Types of Etiquette

1. Social Etiquette- Social etiquette is important for an individual as it teaches him how

to behave in the society.

2. Bathroom Etiquette- Bathroom etiquette refers to the set of rules which an

individual needs to follow while using public restrooms or office toilets. Make sure
you leave the restroom clean and tidy for the other person.

3. Corporate Etiquette- Corporate Etiquette refers to how an individual should behave

while he is at work. Each one needs to maintain the decorum of the organization.
Don’t loiter around unnecessary or peep into other’s cubicles.

4. Wedding Etiquette- Wedding is a special event in every one’s life. Individuals

should ensure they behave sensibly at weddings. Never be late to weddings or drink
uncontrollably.

5. Meeting Etiquette- Meeting Etiquette refers to styles one need to adopt when he is

attending any meeting, seminar, presentation and so on. Listen to what the other
person has to say. Never enter meeting room without a notepad and pen. It is
important to jot down important points for future reference.

6. Telephone Etiquette- It is essential to learn how one should interact with the other
person over the phone. Telephone etiquette refers to the way an individual should

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 speak on the phone. Never put the other person on long holds. Make sure you greet
the other person. Take care of your pitch and tone.

7. Eating Etiquette- Individuals must follow certain decorum while eating in public.

Don’t make noise while eating. One should not leave the table unless and until
everyone has finished eating.

8. Business Etiquette- Business Etiquette includes ways to conduct a certain business.

Don’t ever cheat customers. It is simply unethical.

Mannerism
A habitual or characteristic manner, mode, or way of doing something; distinctive quality or
style, as in behaviour or speech is called mannerism. For Example- He has an annoying
mannerism of tapping his fingers while he talks. They copied his literary mannerisms but
always lacked his ebullience.
Marked or excessive adherence to an unusual or a particular manner, especially if affected:
Natural courtesy is a world apart from snobbish mannerism.

A style in the fine arts developed principally in Europe during the 16th century, chiefly
characterized by a complex perspectival system, elongation of forms, strained gestures or
poses of figures, and intense, often strident colour is also called mannerism.

Characteristic of Mannerism in Organisation

1) Appearance- A professional is neat in appearance. Be sure to meet or even exceed
the requirements of your company's dress code, and pay special attention to your
appearance when meeting with prospects or clients, and take your cue from the way
they dress.
2) Demeanour- Your demeanour should reflect confidence but not cockiness. Be polite
and well-spoken whether you're interacting with customers, superiors or co-workers.
Just because you are the expert in a field, does not earn you the right to treat your
customers like ignorant idiots. On the other end of the spectrum, just because you are
a warm and friendly person does not mean you can call your new customer “sweetie”.

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3) Reliability- As a professional, you will be counted on to find a way to get the job
done. Responding to people promptly and following through on promises in a timely
manner is also important, as this demonstrates reliability. It’s about meeting
expectations, which requires effective communication skills. Never assume. Clarify
everything, especially when things change, to make sure you are always on the same
page as your customer, and to eliminate nasty surprises.
4) Competence- Professionals strive to become experts in their field, which sets them
apart from the rest of the pack. This can mean continuing your education by taking
courses, attending seminars and attaining any related professional designations.
5) Ethics- Professionals such as doctors, lawyers and public accountants must adhere to
a strict code of ethics. Even if your company or industry doesn't have a written code,
you should display ethical behaviour at all times.
6) Maintaining Your Poise- A professional must maintain his poise even when facing a
difficult situation. When you are challenged or questioned you need to be able to state
your case in a calm and structured manner and keep it factual, clean and to the point.
This is where people with a high Emotional Intelligence (EQ) gain the most respect.
There is nothing like losing your cool or airing personal emotional baggage in a tense
situation to destroy your integrity, credibility and reputation.
7) Phone Etiquette- Your phone etiquette is also an important component of
professional behaviour. This means identifying yourself by your full name, company
and title when you place a call. Be sure not to dominate the conversation and listen
intently to the other party.
8) Written Correspondence- During written or email correspondence, keep your letters
brief and to the point. Your tone should be polite and formal without being “stuffy.”
Remember that your written correspondence is a paper trail and record of your
transactions with your clients, so take care of what you say and how you say it. Use
your spell checker! And remember email etiquette 101 - never, ever write in capital
letters in an email, no matter how frustrated you are. This only effect this has is on
your character.
9) Organisational Skills- A professional can quickly and easily find what is needed.
Your work area should be neat and organised, and your briefcase should contain only
what is needed for your appointment or presentation.
10) Accountability- Professionals are accountable for their actions at all times. If you
make a mistake, own up to it and try to fix it if possible. Don’t try to place the blame

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 on a colleague. If your company made the mistake, take responsibility and work to
resolve the issue. Sometimes a compromise is necessary, you take it on the chin, learn
from it and move on. Use an unfortunate opportunity to gain more respect from the
way you handle a mistake or an oversight than if you had not made the mistake at all!

Behaviour
Behaviour is the actions and mannerisms made by individual, organisms, systems or artificial
entities in conjunction with themselves or their environment, which includes the other
systems or organisms around as well as the (inanimate) physical environment. It is the
computed response of the system or organism to various stimuli or inputs, whether internal or
external, conscious or subconscious, overt or covert, and voluntary or involuntary.

Models of Behaviour
I. Biology- Although there is some disagreement as to how to precisely define
behaviour in a biological context, one common interpretation based on a meta-
analysis of scientific literature states that “behaviour is the internally coordinated
responses (actions or inactions) of whole living organisms (individuals or groups)
to internal and/or external stimuli”.
A broader definition of behaviour, applicable to plants and other organisms, is
similar to the concept of phenotypic plasticity. It describes behaviour as a
response to an event or environment change during the course of the lifetime of an
individual, differing from other physiological or biochemical changes that occur
more rapidly, and excluding changes that are result of development (ontogeny).
Behaviours can be either innate or learned from the environment.
Behaviour can be regarded as any action of an organism that changes its
relationship to its environment. Behaviour provides outputs from the organism to
the environment.

II. Human Behaviour- Human behaviour is believed to be influenced by

the endocrine system and the nervous system. It is most commonly believed that
complexity in the behaviour of an organism is correlated to the complexity of its

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 nervous system. Generally, organisms with more complex nervous systems have a
greater capacity to learn new responses and thus adjust their behaviour.

III. Animal Behaviour- Ethology is the scientific and objective study of animal

behaviour, usually with a focus on behaviour under natural conditions, and
viewing behaviour as an evolutionarily adaptive trait. Behaviourism is a term that
also describes the scientific and objective study of animal behaviour, usually
referring to measured responses to stimuli or trained behavioural responses in
a laboratory context, without a particular emphasis on evolutionary adaptivity.

Behaviour in Management
I. Organizational- In management, behaviours are associated with desired or undesired
focuses. Managers generally note what the desired outcome is, but behavioural
patterns can take over. These patterns are the reference to how often the desired
behaviour actually occurs. Before a behaviour actually occurs, antecedents focus on
the stimuli that influence the that is about to happen. After the behaviour occurs,
consequences fall into place. Consequences consist of rewards or punishments.

II. Social behaviour- It is a behaviour among two or more organisms within the same
species, and encompasses any behaviour in which one member affects the other. This
is due to an interaction among those members. Social behaviour can be seen as similar
to an exchange of goods, with the expectation that when one gives, one will receive
the same. This behaviour can be affected by both the qualities of the individual and
the behaviour environmental (situational) factors. Therefore, social behaviour arises
as a result of an interaction between the two—the organism and its environment. This
means that, in regards to humans, social behaviour can be determined by both the
individual characteristics of the person, and the situation they are in.

Networking Technical
The technology which is used to exchange the data between small and large information. This
technology can be used in educational institutions as well as businesses. Network technicians

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know the installation; configuration & troubleshooting of the network technology and this
can be used to send digital data like audio, data and visual files. By using networking, users
can send messages, files through e-mail or other channels based on the organization’s
requirement.
The expansion of a network mainly includes assessing the requirements of organizational and
informational of a business & estimates the costs of hardware, training, installation, security
& account management. When a network is installed, then the technicians are accountable for
the network operation by providing technical support to employees in the organization from
any issues.

Types of Network Technology

The classification of network technology can be done based on transmission and scale. By

using this technology, data transmission, as well as exchange, can be done.

1. Network Technology based on Transmission- The network technology based on

transmission can be done using the two concepts like point-to-point and multipoint.

I. Point to Point- In point to point, when sender & receiver (nodes) are
connected directly, then the data transmission can be done with the help of a
guided medium, used for the wired network and unguided medium, used for

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 the wireless network. The following image shows the point to point network
technology.

II. Multi-point- In multi-point, several nodes are connected directly with the help
of a common medium in a linear manner. The following image shows the
multi-point network technology.
This kind of transmission mainly works on any of these two connections like
time-sharing otherwise spatially shared. In the first connection, every node is
accessible with a separate time of slot to converse, whereas, in the second
connection, the communication between the nodes can be done simultaneously
at a time.

2. Network Technology based on Scale- The network technology based on the scale
can be done using concepts like LAN, MAN, WAN, PAN, and VPN.

I. LAN (Local Area Network)- An alternate name of LAN is IEEE 802

network and this network uses devices like computers, laptops, and mobiles
that are connected in a small range which ranges from 100m to 10km. The
properties of this network mainly depend on its users, speed, range, as well as
error rate.
The main elements of LAN mainly include the following.
 Peripheral devices like printers, scanners, etc.
 A HUB or the middle of a network can be accountable for attracting
the signals. It is smart enough for transmitting the data packets from
the sender to the receiver.
 Cables like twisted pair, optical fibre, and coaxial cables are used as
backbone cables due to their high bandwidth capacity.
 Nodes/PC/computer/Host/server/workstation
 Network interface card- NIC

II. MAN (Metropolitan Area Network)- A network where numerous LANs are
united jointly through a networking device is known as Bridge, and it forms a
MAN (metropolitan area network). The following image shows the MAN
technology in computer networks.

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 III. WAN (Wide Area Network)- A network where numerous WANs are united
jointly through a networking device is known as route, and it forms a WAN
(wide area network). The following image shows the WAN technology in
computer networks.
There are two types of WANs namely public WAN and private WAN.

i. Public WAN- This kind of WAN is handled through government

divisions.
ii. Private WAN- This kind of WAN is expanded by the departments of
the US Military, Defence wing known as ARPANET.

IV. PAN (Personal Area Network)- A PAN (personal area network) is a

computer network, and it allows communication between computer devices
close to a person. These networks can be wired like USB otherwise FireWire
and also, they are wireless like IR, ultra-wideband, and ZigBee. The range of
this network is normally is some meters. The best examples of this mainly
include wireless keyboards, cell phone headsets, printers, bar code scanners,
wireless mice & game consoles. This network is mainly used for personal
purposes.

V. VPN (Virtual Private Network)- A VPN (a virtual private network) is started

virtually on the public network for communicating as well as transmitting data
from sender to receiver. This network creates a secure, encrypted link above a
less-secure network like the public internet. This network uses tunnelling
protocols for encrypting & decrypting data at the ends of the sender and
receiver.

Domain knowledge
Domain knowledge is knowledge of a specific, specialized discipline or field, in contrast
to general knowledge, or domain-independent knowledge. The term is often used in reference
to a more general discipline, as, for example, in describing a software engineer who has

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general knowledge of programming, as well as domain knowledge about the pharmaceutical
industry. People who have domain knowledge, are often considered specialists or experts in
the field.

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 Math Aptitude
Math is a vast subject. Hence each job requires a specific mathematical knowledge and offers
a unique math aptitude test.
When you are applying for the situation of a computer programmer, you need not be very
good at math. However, when you are going for a post of a civil engineer, you can’t afford
bad scoring.
On the other hand, almost all of the employer organizations use math test for screening
purposes in one way or the other. They may be different in subjects, but most of them include
questions upon the following areas:
i. Algebra

ii. Quadratic Equations

iii. Probability

iv. Trigonometry

v. Number series

vi. Statistics

vii. Permutations and Combinations

viii. Profit and Loss

ix. Geometry

Problem Solving
Problems are at the center of what many people do at work every day. Whether you're solving
a problem for a client (internal or external), supporting those who are solving problems, or
discovering new problems to solve, the problems you face can be large or small, simple or
complex, and easy or difficult.
A fundamental part of every manager's role is finding ways to solve them. So, being a
confident problem solver is really important to your success. Much of that confidence comes

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from having a good process to use when approaching a problem. With one, you can solve
problems quickly and effectively. Without one, your
solutions may be ineffective, or you'll get stuck and
do nothing, with sometimes painful consequences.
There are four basic steps in solving a problem:
1. Define the Problem- aka What are you
trying to solve? In addition to getting clear on
what the problem is, defining the problem
also establishes a goal for what you want to
achieve.
Input: something is wrong or something
could be improved.
Output: a clear definition of the opportunity
and a goal for fixing it.

2. Brainstorm Ideas- aka What are some ways to solve the problem? The goal is to
create a list of possible solutions to choose from. The harder the problem, the more
solutions you may need.
Input: a goal; research of the problem and possible solutions; imagination.
Output: pick-list of possible solutions that would achieve the stated goal.

3. Decide on a Solution- aka What are you going to do? The ideal solution is effective
(it will meet the goal), efficient (is affordable), and has the fewest side effects (limited
consequences from implementation).
Input: pick-list of possible solutions; decision-making criteria.
Output: decision of what solution you will implement.

4. Implement the Solution- aka What are you doing? The implementation of a solution
requires planning and execution. It’s often iterative, where the focus should be on
short implementation cycles with testing and feedback, not trying to get it “perfect”
the first time.
Input: decision; planning; hard work.
Output: resolution to the problem
.

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 5. Review the Results- aka What did you do? To know you successfully solved the
problem, it’s important to review what worked, what didn’t and what impact the
solution had. It also helps you improve long-term problem-solving skills and keeps
you from re-inventing the wheel.
Input: resolutions; results of the implementation.
Output: insights; case-studies; bullets on your resume.

Self-Confidence
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.

How to Increase Your Self-Confidence?

1. Recognize and emphasize your strengths. Reward and praise yourself for your efforts
and progress.
2. When you stumble on an obstacle, treat yourself with kindness and compassion. Don't
dwell on failure.
3. Set realistic and achievable goals. Do not expect perfection; it is impossible to be
perfect in every aspect of life.

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 4. Slow down when you are feeling intense emotions and think logically about the
situation.
5. Challenge making assumptions about yourself, people and situations.
6. Recognize that past negative life experiences do not dictate your future.
7. Express your feelings, beliefs and needs directly and respectfully
8. Learn to say no to unreasonable requests.

Reasons Why does a Leader need to be Confident:

Confidence is the key to success. The following mentioned are few self-confident tips on why
is confidence important and building self-confidence.

1. Confident leader has a vision and courage- Confident leaders have a vision as to
where they want to go and reach accomplishments. They have a clear idea and
accordingly strategize plans for the team.
The leader becomes courageous with the help of confidence which helps him face all
kind of situations.

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 One should be courageous as he has to direct a team to a destination where they can
find fruitful results. Without courage he will not be able to decide, have trust or take
actions.

2. Confident in communicating- A confident leader is one who chooses his words

carefully. His sentences direct self-motivation and influence to the team members.
His intention will always remain positive. He will effectively communicate through
gestures like a wide and reassuring smile.
Even in the times of emergency he will not show any signs of panic in his voice and
efficiently communicate with others.

3. Self-assured- Self-confidence will make a leader have sufficient trust and belief in his
capabilities and actions. He will not be insecure at any level.
He believes in the fact that his efficiency and skills of a leader will lead the team
properly.
They hardly are affected by the comments of the critics as they very well know how
effectively they work.

4. Significance of others- A self-confident leader makes others around feel significant.

They let the team be responsible for them and feel credible.
Confident and good leader will understand the importance of his team and will be
considerate towards them.
Under such leaders the team develops and outshines, they feel important for each
work they complete.

5. Confidence brings satisfaction- Confidence makes the leader happy about him
leading other people and handling the regular risks. They feel positive and self-
motivated. They accept any tasks coming their way with a go-getting attitude.
It proves inspiring and influencing to others. The team, a confident leader handles
feels pleased and value the buoyant leader.

6. Strong relationships- A confident leader is able to build strong and long-lasting

relationships with the team members and associates.

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 They enter into productive and constructive relationships. A confident leader is
considerate and handles conflicts appropriately. Thus, such confident leaders feel
good and create a positive work environment.

7. Confidence makes a leader ambitious- Confident leaders are ambitious and

motivated. They regularly set goals and try to accomplish them successfully.
They believe in hard work and valuing each task. This makes a significant difference
among the company’s public and inspires each to be determined towards company
goals.

8. Confidence makes one calm- A confident leader is calm in times of difficulty. A

confident leader understands the importance of calmness as being frustrated or
troubled will not bear fruits.
For tackling a situation gone disoriented cannot be handled with anxiety. When
leaders are confident about their ability to overcome obstacles, they remain calm
impulsively.
It will help in taking proper evaluation, comprehending without feeling frightened and
reaching to a judgment as quickly as possible.

9. Acknowledge feedbacks- A confident leader will always acknowledge and consent

the feedbacks he receives. He also put their thoughts into functioning. Because of this
attribute people often tend to come to them with feedbacks.
They equally feel responsible for the leader and provide with ideas of improvements.
Such leaders are then appreciatively assisted by the team for him to develop and
progress.

10. Identify success- The confident leader is able to identify opportunities where he can
establish good outcome with his team. He also is able to take compliments with
humble gestures.
A confident leader will always remember that it is his job to bring company success
and will not let arrogance or overconfidence hinder in his career.
They also equally recognize the success of other associates. They are good in picking
the best opportunities.

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11. Strong intellectual- They have a strong sense of their primary values as to what is
correct and what is wrong. Even though they are open to feedbacks they evaluate and
confidently build their own opinion towards it and accordingly chose the course of
operation.
They are consistent and the words and action are always in alignment and so they are
easily followed and obeyed. They have a great sense of work ethic.

12. Embrace risks- Confidence makes a leader embrace risk. They are open to risks
which are planned and premeditated.
Confident leader will not be afraid to take unknown perils where no one else has
dared to go. They have the ability to learn from the mistakes so if they fail while
taking such hazards, they will eventually become skilled at the risks taken.
They are not caught up in the minor tasks at hand; they involve in the situations where
they can establish success and are recognizable, elevating the company’s overall
outcome.

13. Escape from being stagnant- Leadership keeps the work in the company active only
if one is confident. Proper decision making helps in overcoming issues and troubles in
a well-timed manner and not fail in any way.
Confidence will help in reaching strong decisions spontaneously and will help in
innovation and intensive efforts.
Confidence will keep one motivated and help in influencing others for greater
productivity. Thus, confidence helps in being active and keeps the company’s work
flowing.

14. Correcting blunders- Self-confidence doesn’t make any one divine being who will
not make any mistakes. We are human and mistakes happen and with the help of
confidence one will be able to accept where he went wrong and be determined to
correct it.
With the help of your self-esteem when you have been agreeing to the inaccurate
decision you made and seeking solutions to put it right, the employees and others will
be inspired by the way you confidently handle errors.
They will comply with your decision and will look upon with awe. This helps in
increasing morality and success of the company.

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15. Employing change- Confident leadership not only consists of decision-making
ability but also includes application of those decisions and putting it into operation.
Creating a plan, executing them and scrutinizing the same are the capability of a
confident leader. This will convince others that you have been taking appropriate
steps for the betterment with distinct decision making and foreseeing success.
Instigating a change takes lot of courage and improve self-confidence as you should
not be stumbling over the resolution you made at any cost.

16. Maintaining free flow of communication- One best attribute of a confident leader is
that they are able to listen to contradictory opinions.
The free flow of communication with discussion on opinions and ideas will help in
knowing the thoughts of the workforce and what they feel.
You will gain confidence of people, once you declare free flow of communication;
however, do not entertain any defiant comments.
Create an environment where people can suggest ideas with sufficient facts and
evidence and clear doubts without hesitation. You will be looked upon as a strong
leader and under whose good leadership skills and innovative ideas are nurtured.

17. Avoids Arrogance- A confident leader is well known to the fact that a thin line
divides the confidence from arrogance or being egoistic.
He knows it is safe and healthy to be in the part of confidence and success. Team
despises a leader who is arrogant and powerful but are pleased with a leader who is
considerate, confident and utilizes power for the company and people’s benefits.
A confident leader is always careful of not letting his team fall just due to his stupid
acts of arrogance.

18. Confidence helps being genuine and trustworthy- When a leader is confident, he is
able to practice transparency effectively. Most of the time to gain trust of the team
you must be genuine and honest with them.
To be honest confidence at work plays a vital role. If you are not self-assured you will
meet with doubts which will rather cover your true self and make even your team
insecure.

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 For a trustworthy environment leading with increased confidence level will help you
to be genuine and honest.

Industry Awareness
“To become what an employer wants, the three most valuable attributes are: a can-do attitude,
technical skills, and commercial awareness” (Cambridge Dictionaries online) Commercial
awareness can be summarised as an interest in business and an understanding of the wider
environment in which an organisation operates: its customers, competitors and suppliers.
Commercial awareness is one of the key skills regularly flagged up by employers as being a
skill they need, but which many graduates lack. It may also be referred to as ‘Business
Focus’, ‘Business Awareness’ or ‘Industry Awareness’. Employers may define commercial
awareness in a variety of ways. On one level, it may be as simple as understanding the
requirements of the job you are applying for, the activities you would be carrying out and

how this relates to the company’s objectives. However, more commonly, employers will be
looking for you to demonstrate a deeper understanding of the company:

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 General Hints & Tips
a. Developing your commercial awareness is not about reading the Financial Times
from front to back every day. It is about having a broad awareness of current issues,
and a more in-depth knowledge in the areas/sectors you are applying to.
b. You cannot learn commercial awareness the night before an interview – it is
something you should aim to develop over time.
c. It’s not sufficient to quote facts and figures which you have read – you need to
demonstrate that you can analyse and draw your own conclusions from these.
d. It’s generally not wise to express derogatory opinions of competitors, political parties
etc – ensure any criticism is constructive, and that you are able to suggest solutions/
improvements.
e. Don’t get too technical – anyone can memorise and quote the latest International
Accounting Standard if they read about it. Instead, demonstrate that you understand
the issues and practical implications for the company/sector concerned.

How to impress with your industry awareness at interview!

“A really impressive candidate should:
a) Have an understanding of how the major players in this particular market are
performing at present. In some sectors, such as engineering, strong applicants will be
aware of who is dealing with who, and which companies have won important
contracts.
b) Be able to speculate intelligently about the future. You’ll need to keep up with general
news to be able to do this. If there is a major catastrophe somewhere in the world, a
good candidate will have some idea of how that could affect developments in the
business. They might even have some inkling about how they would plan for
completely unexpected events.
c) Have an understanding of the past which helps them to predict future trends. It’s
particularly useful to be aware of any typical cyclical patterns, such as how wider
economic conditions tend to affect a particular industry.”

Improving your industry awareness

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Below you will find some information sources that could help build your commercial
awareness and keep you up to date:
1) Newspapers- The Financial Times and other broadsheets are good sources of
information. Specialist industry reports are often found in the business pages. Often
relevant articles are included in their job supplement sections (e.g. ‘Media Guardian’
on a Monday, or ‘Public Agenda’ in The Times on a Tuesday)

2) Journals- Those providing a general business overview such as ‘The Economist’ and
are available both in paper form and online through Library services ‘Findit@bham’
3) Professional/ Industry related publications- New Scientist, People Management
etc. are available for reference in Careers Network and online through
‘Findit@bham’.

4) General Websites-
i. www.prospects.ac.uk - The Graduate Prospects website contains information
on a range of job sectors, with useful links to further resources and
information
ii. www.berr.gov.uk – The Department of Business Innovation and Skills
provides a wide range of industry reports.
iii. www.ft.com/home/uk - this website allows you to search within the sections
News, Markets, Industries and Companies. News searched can be drawn from
the FT archives or global news resources.
iv. www.reuters.com – Read the latest news stories from around the world.
Sections dedicated to business, technology, international news etc.
v. www.bbc.co.uk - The BBC provides business news and links to business
programmes including the Money Programme.
vi. https://ids.thomsonreuters.com/ IDS is an independent research organisation
focused on employment-related areas

5) Professional bodies and government websites- Provide information on industry the

issues in education by visiting websites such as www.gov.uk/dfe. To see what
commercial awareness means to law firms, visit www.lawcareers.net and click on
‘First steps into Law’

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 6) Company/organisation websites- These provide more specific information about the
organisation and its products/services. These allow useful comparisons to be made.

7) Other suggestions-
A. University activities and workshops:
i. Take part in group employer led case studies and workshops which
often have a business focus e.g. the Careers Network Skills Series.
ii. Get involved in student activities that relate to business, such as a
society treasurer.
iii. Join a business-related student society such as AIESEC.
iv. Make an appointment with a Careers Adviser: they are attached to a
particular college, have specialist knowledge about the sector you are
interested in and may have contacts in the industry.

B. Television and social media:

i. Watch Dragons Den, the Apprentice and other business programmes
ii. Follow companies on Twitter, Facebook and Linkedin.

C. Professional societies and networks- Join relevant professional societies

(such as the Royal Society of Chemistry, or The British Psychological
Society) as a student member, and attend local branch meetings - an excellent
way to develop contacts, and contribute to your professional development.

D. Networking- Use your own network of contacts - friends, family and work
colleagues are just some of the people who can help. Networking is a great
way of building up your knowledge.

Pre-interview Process
Some companies want candidates to respond to questions prior to their scheduled job
interview. To that end, they will send a pre-interview questionnaire with questions to fill out
beforehand. 
If you're asked to complete one, you may need to provide some of the same information that
is on your resume and the job application you submitted. You may also be asked questions

44
related to your background, your skills, your experience, and your availability for work. The
questionnaire might also include test questions to measure your ability to do the job.
Employers who use pre-interview questionnaires send them to candidates prior to an
interview.
The questions may be completed online or via email, depending on the company. You will be
instructed on how to complete them when you get the questions.

Why Employers Use Pre-Interview Questionnaires

Pre-interview questionnaires allow employers to gather more information about you
than what is provided on your resume and cover letter. The goal of asking pre-interview
questions is to find out whether you are a good fit for both the job and the company, as well
as to ask questions that might not be asked during the interview.
It saves the company time because they will have some of the information, they need to make
a hiring decision in advance, which leaves more time for other questions during the actual job
interview.
Tips for Answering Pre-Interview Questions
Although you will likely already have an interview lined up when you receive the
questionnaire, you still need to take the pre-interview seriously. Occasionally, employers will
cancel an interview if your responses indicate you're not a match for the job.
Most questionnaires are designed to take the candidate about half an hour to fill out.
Thoroughly answer each question without providing too much detail, just as you would in an
actual in-person or phone interview. If the questionnaire includes space in which to answer
each question, don't exceed the space given. Keep your answers concise but complete.

1. Recruiting-Related Questions- Rather than asking these questions during the actual
interview, employers often ask more detailed, recruiting-related questions during the
pre-interview. Below are some examples of these questions:
I. Where did you see our posting?
II. Would you be willing to participate in a telephone interview?
III. What is the minimum starting yearly salary that you will accept for this
position?
IV. Is there anyone that you would like to meet or talk to during your visit for an
interview?

45
 V. What decision criteria will you use to decide whether you will accept this job
offer if it is offered to you?
VI. What other companies have you applied to recently?
VII. May I contact the references you listed on your job application?
VIII. What is your availability? When could you begin work if you were hired?
IX. What other companies have you applied to recently?

2. Strengths and Weaknesses- An employer will likely ask you about your strengths
and weaknesses during the actual interview. However, pre-interview questionnaires
often also contain questions about your strengths and weaknesses, just in case these
questions are skipped over during the interview.
Here are typical questions regarding strengths and weaknesses:
i. What knowledge areas and technical skills are your strongest?
ii. What team and leadership skills are your strongest?
iii. Do you have any additional skills or experiences that you did not include in
your resume that we should know about?
iv. Can you provide us with a sample or demonstration of your best work?

3. Motivation and Frustration- Employers want to know whether or not you will fit in
with their company's culture and managerial style. They also want to know what
motivates you to work at your best - do you have long-term goals, and are they
appropriate for the position to which you are applying?
Below are sample questions you may be asked about motivation and frustration in the
workplace.
a) Describe a time when you were asked to work overtime without
compensation. How did you manage the situation?
b) Where do you expect to be in two years? Five years?
c) Are you interested in further professional development?
d) How does this position fit in with your long-term goals?

4. Skill Test Questions- There may be test questions on the pre-interview questionnaire.
For example, if you are applying for a writing or editing position, you may be asked
to take an editing test. If you're applying for a social media job, you may be asked to
explain how to create a Facebook page or a Twitter profile. For applicants

46
 applying for programmer jobs, you may be asked about the programs you know and
the certifications you hold.
The types of questions you will be asked, if any, will be related to the type of position
the company is hiring for.

5. Check Your Responses- Before you send back or submit your questionnaire, be sure
to proofread your responses to make sure there are no typos or grammatical errors.
Also be sure the information you submitted matches your resume and job application.
Discrepancies will be a red flag for an employer and could cost you the interview.
6. Information About the Interview- In addition to asking questions, employers often
include information that will be necessary for the upcoming interview in the
questionnaire. This information may include details on what to wear to the interview,
directions to the office, and the materials you will need to bring.

The 4 Ps of a Pre-Interview Process

1) Preparation- Preparation is very important. Interviewers always try to gauge how
much effort you have put in before the interview and if you are prepared to take on
the role at offer. So, put in some time to research to find out about the company, their
business, turnover, mission, vision, top management details etc. Similarly, also try to
find out details about the role you are interviewing for. This helps you match your
objectives and strengths to those required by the company and as a result, you are
better prepared to face the interview.

2) Practice- There are many people who, even after preparing well, fail in the
interviews. This may be due to lack of practice. Interviews can make people nervous.
So, in order to overcome the nervousness, you can try to practice before the interview.
You can do self-practice by standing in front of a mirror and speaking about your
strengths, achievements etc. You can also take a friend’s help by asking him to be the
interviewer. Moreover, you can also go through some common interview questions,
prepare answers for them and then, practice saying them.

3) Punctuality- Punctuality speaks a lot about a person’s personality and

professionalism. Respect the interviewer’s time and always be punctual with whatever

47
 you have promised the interviewer, be it your salary details, samples of your work, an
assessment or even an updated copy of your resume. Make sure that the interviewer
gets the details he/she asked for on time. Similarly, make it a point to reach the
interview venue on time. If due to some reasons, you find it difficult to make it on
time, let the interviewer know along with the proper reasons. This creates a
favourable image for you as a professional who means business.

4) Presentation- A lot matters on the way you present yourself during the interview.
This includes the way you dress, the way you speak, your interest in the position and
the skills that you can bring to the company. Your presentation should be able to
establish you as a professional and the most suitable candidate for the job.

Pre-Interview Steps
1. Determine goal of interview

48
 2. Determine interviewee
3. Gather all available background info
4. Allot sufficient time for the process
5. Plan an appropriate environment
6. Develop a set of basic questions
7. Final review of preparation step information just prior to interview

Inter-Personal Skills
Interpersonal skills are traits you rely on when you interact and communicate with others.
They cover a variety of scenarios where communication and cooperation are essential.
These skills involve the ability to communicate and build relationships with others. Often
called people skills, they tend to incorporate both your innate personality traits and how
you’ve learned to handle certain social situations. Effective interpersonal skills can help you
during the job interview process and can have a positive impact on your career advancement.
Some examples of interpersonal skills include:
 Active listening
 Teamwork
 Responsibility
 Dependability
 Leadership
 Motivation
 Flexibility
 Patience
 Empathy
In a work environment, strong interpersonal skills are an asset that can help you navigate
complexity, change and day-to-day tasks. Interpersonal skills are soft skills.

49
 Technical Skills vs. Inter-Personal Skills

The Importance of Inter-Personal Skills in the Workplace

1. They foster effective communication- Effective communication is the cornerstone
of any successful business, and to be a good communicator, you need interpersonal
skills. They are necessary for the establishment of relationships between yourself and
your workmates, which leads to a mutual exchange of ideas, information and skills.
Furthermore, you establish mutual respect and consideration for one another’s
opinions and input. Communication conducted in this manner enables a more fluid
performance of duties, better management of tasks and the timely completion of
assignments.

2. They keep the feedback loop open- Most companies attempt to create a dynamic
workplace which can adapt quickly to both internal and external factors; for this to
work effectively, though, you need an open and constructive feedback loop.
If you are unfamiliar with what this process entails, it is essentially the ongoing
communication that happens between a task-giver and a task-completer. As the person
performing the task completes steps, they may ask for feedback; the supervisor then
either tells the employee that they are doing well or that they need to make relevant
adjustments. This cycle, or ‘loop’, is constantly ongoing.
The reasons why a feedback loop might break down are multiple but undeniably
linked to interpersonal skills. For example:

50
  one or either party is not being approachable
 one or either party is not being present mentally or physically
 the inability of the supervisor to communicate well with the subordinate.
An extremely damaging behaviour – and one that is very frequently seen – is the
supervisor allowing the task to be completed and then giving feedback afterwards,
especially if the employee asked for it previously and was denied it. This can affect
productivity, morale and the quality of work produced; after all, there is nothing
worse than a person pouring hours of labour into a project, only for a supervisor to
then come and tear it all down.

3. They expand your opportunities- Through connecting with managers and fellow
workmates, you’re able to gain access to more exciting opportunities in the workplace
and in your field of interest. If you make a good impression on your boss, for
example, then they’ll be in a position to give you good references or even bump you
up to a higher position with more responsibilities and perks – which is, of course, a
big plus for your professional development.

4. They make you relatable- With good interpersonal skills, your colleagues and
managers are far more likely to perceive you as an approachable person. As a result,
co-workers will be more comfortable interacting with you and more willing to seek
your assistance and advice.
You’ll also find that people become easier to work with, allowing you to engage with
them more meaningfully and thereby increase productivity levels across the board.

5. They demonstrate social awareness- Good interpersonal skills show that you have
an interest in the wellbeing of co-workers and customers, gaining their trust and
confidence as a result. For example, a keen sense of perception and emotional
intelligence can help you through a particularly tricky social situation; interpersonal
skills also help you make the right decisions and judgement calls about sensitive
work-related issues.

6. They increase client satisfaction- The ability to be diplomatic is an imperative trait

in the workplace, but it’s not just co-workers who benefit from your tactful approach;

51
 customers are also able to see that you don’t compromise on productivity, that you are
aware of their needs and that you are willing to find solutions to their queries.
A happy client means a happy boss, too, so your ability to build positive relationships
won’t go unnoticed by your superiors – or by the promotion board, either.

7. They build trust- According to the American Psychological Association, a whopping

quarter of employees in the US do not trust their employers, and only about 50% of
them believe that their bosses are open with them. A lack of transparency can result in
disenfranchised employees and disloyalty amongst the workforce.
If your team feels that they are deprived of a say in the company’s direction and
activities, and that important personnel decisions (like hiring and firing) are also made
without any warning, then they are almost certain to go and seek alternative
employment. The stress of potential abrupt joblessness can create a lack of trust in
administration and their decisions, while even employees that aren’t on a constant
hunt for a new job will inevitably be working at diminished capacity due to
the chronic stress.

8. They help foster and maintain personal relationships- Interpersonal skills are at
their most effective, beneficial and rewarding when they foster meaningful
relationships. Not only is it important to build personal relationships in the workplace,
but it is also important to maintain these relationships within professional boundaries.
Maintaining these relationships can prove to be even more challenging than creating
them, as it involves multiple variables like consistency, follow-through and continued
empathy. Therefore, the best way to maintain interpersonal relationships in the
workplace is to make them sincere.

9. They make you an effective leader- If you take a look at any list or article that talks
about interpersonal skills in the workplace, their importance to effective
management and leadership will be a recurring theme.
This is because the ability to foster interpersonal relationships, establish trust and
communicate clearly are all crucial skills for an effective leader. A leader without the
ability to connect with their team will inevitably fail in the long term, while valuable
team members will likely jump ship in the short term. Either way, it will result in a
loss of productivity, and it will burden the remaining employees with additional work.

52
10. They encourage empathy- As this article already mentions, empathy is a critical
characteristic of a leader. Knowing what might be preoccupying your employees –
both inside and outside work – will help you create a powerful connection with them.
Ultimately, each employee is a person with their own life and worries away from
work, as well as their own sets of challenges and tribulations. Understanding them
will create loyalty, boost morale (which is especially instrumental to productivity) and
facilitate positive communication.

Jobs Require Inter-Personal Skills

1. Customer Services- Interpersonal skills are particularly important in customer-facing
roles. You will be expected to interact with others daily, often in a problem-solving
role.
Communicating clearly and active listening are key customer service skills, whether
you are speaking with customers in person or on the phone. Empathy, emotional
intelligence and positivity will also help you engage with customers who need help or
are unhappy with a product or service.

2. Property- When working in property, you must be able to build relationships with
clients and partners, and be receptive to the requirements of both buyers and sellers.
As buying and selling property is a major financial decision, an estate agent or
consultant will need strong negotiation skills and communicative abilities to close
sales and find the best price for the seller.

3. Medical Professional- Although education and the level of skill required to become a
qualified medical professional are most important, interpersonal skills feature strongly
in the skill set of a doctor, nurse or consultant.
They must be able to communicate and use non-verbal communication to offer
reassurance and put patients at ease.
Medical professionals must also be able to discuss sensitive issues with their patients,
and bedside manner is very important.

53
 4. Financial Planner/Broker- A broker helps their clients to secure the best deal on a
range of products from mortgages to insurance. Financial product knowledge is key,
but communication skills are also high on the list of priorities.
As well as working with clients, brokers also need to develop strong relationships
with partners such as banks, lenders and estate agents.
Financial planners will assist their clients in areas such as investments, insurance and
planning for retirement, so they must be able to establish a certain degree of trust.
Listening is crucial, so that they can understand clients’ requirements and then
recommend suitable products and services.

5. Sales- Relationship management is a key element of many sales roles – done well, it
can lead to new and repeat business from recommendations or referred customers.
Sales professionals must also be confident when making cold calls, and need to use
strong negotiation and listening skills to find out the requirements of the client, before
offering suitable products or services.
6. Teachers- Teachers need strong interpersonal skills in order to work collaboratively
with each other, administrators, students and parents. An empathic and patient teacher
can help students learn and grow effectively in their education.

7. Administrative assistants- Administrative assistants need to be highly dependable,

among other interpersonal skills. Administrative assistants also come in contact with
customers or clients on a regular basis, making interpersonal skills a necessary
function of the job.

8. Marketing managers- Marketing requires several technical and soft skills.

Interpersonal communication skills are an important part of marketing and marketing
management, as marketing professionals not only work collaboratively in developing
marketing campaigns but also with clients and sales teams.

How to Improve Inter-Personal Skills

While interpersonal skills can seem easy to practice as you interact with others on a daily
basis, making a deliberate plan can help you quickly improve. Consider the following ways to
improve your interpersonal skills:

54
1) Attend workshops or online classes- There are several workshops, online classes and
videos on ways you can practice building interpersonal skills. While many are free,
some are available at a cost.

2) Seek out opportunities to build relationships- If you work from home or do not
otherwise have many opportunities to build interpersonal skills, you might consider
joining a group. This could be related to your work like networking or industry-
specific groups, or simply a group that shares a similar interest or hobby.

3) Be thoughtful about ways your interactions could improve- Take time to review

the interactions you have and consider ways you could have interacted more
effectively. This might be certain words you said, ways you reacted or body language
you used.

4) Ask trusted friends or colleagues for constructive criticism- It is helpful to get a

third-party perspective about your skill level and specific ways you can improve. Ask
friends or trusted colleagues to provide constructive criticism regarding your
interpersonal skills.

5) Observe other positive interpersonal interactions- It can also be helpful to learn by

seeing others use interpersonal skills. Observe positive interactions of those around
you and apply those qualities you admire to your own relationships.

6) Seek out mentorship- Asking someone you trust, admire and respect to counsel you
on improving interpersonal skills and advancing in your career overall can be an
extremely effective way to learn.

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(managementstudyguide.com)

6. Time Management - Meaning and its Importance

(managementstudyguide.com)

7. Etiquette - Meaning, its Need and Types of Etiquettes

(managementstudyguide.com)

8. MANNERISM | 12 Definitions of Mannerism - YourDictionary

9. Behavior - Wikipedia

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(elprocus.com)

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11. Domain knowledge - Wikipedia

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