Personality Development – Written 

Assignment
 
Learner Name Karuna Gautam   Reference ID/ Batch Code  FIVT/DSE/21-22/62
C1-O
Course Title  Personality Development
Assessor Name  Saurabh Kakani
Assessment Part 1- Self Development
Area Part 2 – Effective Communication Skills
Assignment Title Pass
  1:Investigate factors which contribute to personality Development
  2: Understand Time & explore methods for its management &   removing blocks
  3: Investigate the development of leadership skills appropriate to specific situations.
4: Recognise Inter Personal Behaviour, its affects on relationships with others.
5: Examine Communication, its types & its importance on our effectiveness.
6: Understand the importance of projecting a positive Image.
Purpose/Aims  Analyse own personality type.
   Critically examine a range of factors, which contribute    to personality development.
   What is time, its value, how can it be measured.
   Identify ways to overcome blocks to effective time-management. (Realise the importance of TIME
  MANAGEMENT in everyday life and relate it to self development.)
   Define leadership skills needed for a specific situation.
   Propose methods to develop own leadership skills.
 Identify a range of methods required for analysing effective interrelationships with others.
 Evaluate the main steps required to develop an open self personality.
 Analyse barriers and  weaknesses to successful communication 
 Produce evidence of effective verbal, non verbal and written communication.
 Explore how character building and morals will support career development.
 Demonstrate public speaking skills.
I confirm that the work submitted for this assignment is my own.
 
Learner name Karuna Gautam  Date Batch code
Reference id FIVT/DSE/21-22/62 24/10/2021 FIVT
C1-O

 
 
Guidelines: Students to attempt the below questions for getting PASS/ MERIT/
DISTINCTION
1. Write your responses in the space provided below the questions
2. Review your answers before submitting the Assignment
3. Also, each question indicates if it is PASS/ MERIT/ DISTINCTION 
 
TIMELINE: You can take upto One Week to submit the Assignments
 
 
Ques 1: What is SMART goal? What steps have you taken to
achieve your  goal? (Pass) 
Ans.S-Specific
 M-Measurable
A-Attainable
R-Relevant
T-Time-Bound
A SMART goal is a mnemonic acronym giving criteria to
guide in the setting of objectives, for example project
management employee-performance management and
personal development. In short, goal must be smart.
Steps-
 Work on your mindset.
 Develop your skill set.
 Reach out into the future.
 Put the goal writing.
 Make goal which are realistic and believable.
 All goals must be Adjusted to new
information.
 Full-fill behaviour and habits.

 
 
 
 
 
 
 
 
 
 
 
Ques 2: List five areas in which you hold negative attitudes.
How can you change these to positive attitudes? (Pass)
Ans.Posses negative attitudes in the below areas and also
have listed out the respective ways which I follow to
change them into positive ones.
  Overeating-Eat huge amount of oily and deep fried foods.Do regular
exercise.
 Playing mobile games- Divert my mind and spend time in outdoor
games.
 Lack of interests and studies- Pay proper attention while teacher takes
class.
 Emotional- Get short tempered quickly, perform meditation.
 Saying lies- Control mind and practice saying truth always in each
situation.
 Depending on Luck- Only focus on your goal.
 
 
 
 
 
 
 
 
 
Ques 3: How will you improve your time-management? State
five areas in which you commit to improve. (Pass)
Ans.Improve Time Management-
1. Start your tasks early
2. Set limits for what you say
3. Give yourself tasks
4. Prioritise your tasks
5. Schedule your tasks and deadlines
6. Organise your workplace
7. Learn your patterns of productivity
8. Use technology to help keep you accountable
9. Focus on one task at a time
The five areas in which I commit to improve are-
 Stress- The ability to recognise your personal stress levels and make
accommodations within your tasks can keep your level of stress low.
 Communication- This skills represent your ability to express your goals,
needs and plans in verbal, written form and well developed.
 Prioritise your tasks- Assigning a priority to specific tasks can help you
focus, your efforts on the things that need your time the most.
 Emotional aspect- involving appropriate feeling and desire.
 Spiritual aspect- involving personal guest of meaning.
 
 
 
 
 
 
 
 
 
 
Ques 4: Define Customer and Customer Service. Describe
External and Internal Customer. Share types of External
customer with Examples. (Pass)
Ans.Customer-
 Customers are the individuals and businesses that purchase goods and
services from another business.
 To understand how to better meet the needs of its customers, some
businesses closely monitor their customer relationships to identify ways
to improve service and products.
 The way businesses treat their customers can give them a competitive
edge.
 Although consumers can be customers, consumers are defined as
those who consume or use market goods and services.

Customer services-
Customer Services excellence 84 % organisation working to improve
customer service report increase in revenue. In this sense, an
organisation that values good customer services may spend more
money on training employees than average organisation or may
customer for feedback.

External Customer-
1. External Customer are the people that pay for and use the
products or services that company offers.
2. To be clear an external customer is a person who is not directly
connect to your organisation other than by purchasing your
product or service.
 3. Some examples of external customer includes students faculty or
staff acting in a personal capacity other universe aid for profit.

Internal Customer-
1. The person who depends on other people in the company to
provide services and products to the external customer.
2. Usually does not walk away when the services are bad.
3. Treating them rights is crucial to the overall success of the
business.
4. Examples of Internal customer includes IT, Human Resource,
Consulting.

 
 
 
 
 
 
 
 
 
 
 
Ques 5: Name one external and internal motivational
factor which motivates you to achieve what you
want. (MERIT)
Ans.Motivation- Motive + Action. The word motivation
comes from the word motivate, prompt stimulate propel
activate and arouse.
  External- External Motivation is a driving force, which triggers a
person in achieving the set goal such as Prize and money, where as
internal motivation is the force, which boosts a person to accomplish
the set goal due to the personal desire or satisfaction such as- starting
a business and performing to the fullest in the given.
 Internal- Internal motivation comes from within such as pride, a
sense of achievement, responsibility and belief.
1. The two most important internal motivators are recognised and
responsibility.

2. We are motivated either positively or negatively.

 
 
 
 
 
 
 
 
 
 
Ques 6: What are the seven functions of leadership?
Which function do you feel is the most important?
Why? (MERIT)
Ans.The seven functions of leadership are-
1. Develop team work- One the prime functions of the leadership is to
develop and combines his followers as a team. The leaders need to
create an congenital and healthy working environment for his work
team.
2. Manages time- Leaders ensures the timely completion of activities
undertaken by his/her team members.
3. Lead- Leaders proper people towards attaining goals either personality
or purely in spirit.
4. Co-operate- The word Co-operate from a leadership point of view
must be understood as co-operate or work together.
5. Control- Leaders will invariably governs, regulate, command and
manages team towards goal attainment.
6. Assert- Leadership uphold, affirm and emphasise that objectives get
and stand up for righteousness specially in situation where goals are
difficult to attain.
7. Motivate- Leaders arouse and direct the team behaviour as per the
objectives set.
 According to me, Motivate is the most important function of the
leadership because someone who is eager to accomplish a goal.
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
Ques 7: What are the ego states? Which ego state do you
operate in most often?(MERIT)
    Ans.Ego states relate purely to behaviour
age. Ego states are unrelated to chronological age.
Ego state cause victory of defeat. Ego states guides
human behaviour.

I operate Adult Ego State-

The Adult Ego state is about to direct responses to
here and now.We deal with things that are going
on today is ways that are influenced by our past in
a healthy manner. Adult Ego State is about being
spontaneous and aware with the capacity for
intimacy.
When in our Adult, we are able to see people as
they are, rather than what we project onto them.
Taking the best from the past and using it
appropriately in the present is an integration of the
 positive aspects of both our parent and child ego
states.
 
 
 
 
 
 
 
 
Ques 8: Define Moment of truth and how can you create
it? With Examples. (MERIT)
Ans.A moment of truth is simply any interaction during
which a customer may form an impression of your board
or product this impression either positive or negative.
The aim for the user experience designer is to try and
ensure that moment of truth have a positive impact on
the customer/user impression of the brand or product.
1. Moment of truth is any instant when the customers comes into contact
with your goals organisations and has an opportunity to form an
important. Whether yo are good or bad organisation.
 Moment of Truth
 Moment of Misery
 Moment of Magic
2. When I wanted to finish the race the truth that runner and road are one
made me question who finish line mattered more. I finished the race
and went back and finished it again.
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
Ques 9: Do you think personality development is
important? Justify by giving own example. (DISTINCTION)
 Ans.Personality Development is most important in our
life. Because it helps the own growth, like- listening,
communication skills, Active, Honest, etc. it helps you to
live your life in a better way. It builds confidence in you,
help you to look your life in a positive way, creates
positive energy within you, improves your skills,
decreases your stress, and make you a more pleasing
personality.
Example- possessing good communication skills is very
important both for personal and professional life. People
are more receptive to what you say if they are impressed
with your personality, verbal communication skills are
also part of your personality development, improving
your speech will strengthen the impact of your messages.
 
 
 
 
 
 
 
 
 
Ques 10: What steps can you take to become
more- emotionally intelligent? Give examples for
each. (DISTINCTION)
 Ans. 1. Utilize an assertive style of communicating.
Assertive communication goes a long way toward earning
respect without coming across as too aggressive or too
passive. Emotionally intelligent people know how to
communicate their opinions and needs in a direct way while
still respecting others.
2. Respond instead of reacting to conflict.
During instances of conflict, emotional outbursts and feelings
of anger are common. The emotionally intelligent person
knows how to stay calm during stressful situations. They
don't make impulsive decisions that can lead to even bigger
problems. 
3. Utilize active listening skills.
In conversations, emotionally intelligent people listen for
clarity instead of just waiting for their turn to speak. They
make sure they understand what is being said before
responding. This prevents misunderstandings, allows the
listener to respond properly and shows respect for the
person they are speaking to.
4. Be motivated.
Emotionally intelligent people are self-motivated and their
attitude motivates others. They set goals and are resilient in
the face of challenges.
5. Practice ways to maintain a positive attitude.
Don't underestimate the power of your attitude. A negative
attitude easily infects others if a person allows it to.
Emotionally intelligent people have an awareness of the
moods of those around them and guard their attitude
accordingly. They know what they need to do in order to
have a good day and an optimistic outlook. 
 
6. Practice self-awareness.
Emotionally intelligent people are self-aware and intuitive.
They are aware of their own emotions and how they can
affect those around them. They also pick up on others'
emotions and body language and use that information to
enhance their communication skills.
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
Ques 11: Explain the ladder of inference with an
example. (DISTINCTION)
Ans. The Ladder of Inference describes the thinking process
that we go through, usually without realizing it, to get from a
fact to a decision or action. 
Example: The regional sales manager, Alice, has just read the
latest sales figures. Sales in Don's territory are down – again.
He needs to be fired!
Most people would agree that the sales manager jumped to a
rash conclusion here. So let's take a look at her thought
process using the Ladder of Inference:
Since Don is new to sales, Alice believes that he can't possibly
be as good as the "old-timers" who she has trained for years.
So, when she reads the latest sales figures, she immediately
focuses on the data from Don's territory. Sales are down on
the previous months again, and Alice assumes that the drop
is entirely to do with Don's performance. She decides that
Don hasn't been performing well, so forms the opinion that
he isn't up to the job. She feels that firing Don is her best
option.
Now let's challenge the sales manager's thinking using the
Ladder of Inference:
To get back to facts and reality, we must challenge Alice's
selection of data and her assumptions about Don's likely
performance.
Although the figures are down in Don's territory, they have
actually dipped less than in other areas. Don is actually a
great salesman, but he and his colleagues have in fact been
let down by new products being delayed, and by old products
running out of stock.
Once the Sales Manager changes her assumptions, she will
see the need to focus on solving the production issues – the
real problem at hand.
 
 
 
 
 
 
 
 
 
 
 
 
 
 
Ques 12: Explain the customer handling skills with
example in RATER Model. (DISTINCTION)
  Customer service can be difficult to evaluate, especially
when only 1 out of every 26 unhappy customers
complain (and the rest leave you wondering where you went
wrong). Learning from the 4% who do report their problems
is crucial for preventing churn. And collecting data is only the
first step – once you have weeks and months’ worth of
complaints and feedback, how do you use that information
to produce an actionable plan for improvement.
 
The RATER Model eases the transition from information to
action by dividing service issues into the five service
dimensions customers care about:

1. Reliability: do
you deliver as promised
2. Assurance: does your organization inspire confidence
3. Tangibles: does your company present itself professionally
4. Empathy: are your team members understanding and
empowered to solve problems
5. Responsiveness: does your team address queries within the
expected time framework
By using questionnaires designed with the RATER metric, you
can discover the gaps between what your company delivers
and what your customers expect, then use that information
to make changes that increase retention.