Common - 508

STATE BOARD OF TECHNCIAL EDUCATION AND TRAINING
ANDHRA PRADESH::VIJAYAWADA
From: To:
Sri K. Vijaya Bhaskar, M.Tech., The Principals of all
SECRETARY (FAC), Government/Aided/Private/Engg
State Board of Technical Education and Collegs offering 2nd Shift Diploma
Training, A.P., KK Garudadri Towers,
Lakshmi Narasimha Colony, Bypass Road,
Beside Janasena Party office,
Mangalagiri – 522503
Guntur (Dist).
Lr. No./SBTET/AP/COMMOM - 508/2022/002 Dated: 08-09-2022
Sub: SBTET, AP – ACADEMIC- COMMON – 508 (Behavioural Management &

Entrepreneurial Skills) Syllabus Cum, Work book Communicated to Institutes
– Regarding.
Ref: This office Circular dated: 12-07-2022 of the Secretary, SBTET, AP, Vijayawada.
***
It is to inform that Common – 508 (Behavioural Management & Entrepreneurial Skills)
Syllabus cum work book for the 5th Semester Common for Diploma Courses is here with
communicated to institutes.
Therefore all the Principals of Government/Aided/Private/Engg. Colleges offering

Diploma in 2nd Shift are requested to circulate the same to the staff and students.
Sd/- K. Vijaya Bhaskar
SECRETARY
for Secretary
BEHAVIOURAL MANAGEMENT & ENTREPRENEURIAL SKILLS
Subject Title : BEHAVIOURAL MANAGEMENT & ENTREPRENEURIAL SKILLS

Subject Code : COMMON - 508
Periods/Week : 03
Periods per Semester : 45
No. of Total No. of Marks Marks

Course Code Course Title
Periods/Week Periods for FA for SA
BEHAVIOURAL
MANAGEMENT &
Common-508 3 45 40 60
ENTREPRENEURIAL
SKILLS
Sl. No of
Unit Title Cos Mapped
No. Periods
1 Attitude 3 CO1
2 Adaptability 3 CO1, CO2
Empathetic Review and

3 3 CO1, CO2, CO3
Emotional Intelligence
4 Critical Thinking 3 CO1, CO2, CO3
5 Motivation 3 CO2
6 Leadership 3 CO3
7 Teamwork 3 CO3
Problem Solving and
8 6 CO3
Decision Making
9 Organisational Skills 6 CO4
10 Entrepreneurial Skills 6 CO4
Unit Test - 1 3 From Unit-1 to Unit-6
Unit Test - 2 3 From Unit-7 to Unit-10
Total Periods 45
Upon completion of the course the student shall be able to
To understand the importance of individual behaviour skills
01 for adaptable and sustainability in Academic, Professional
and Business organisations.
To comprehend the group behavioural skills like
COURSE
02 Motivation, Leadership and Teamwork in Academic,
OBJECTIVES
Professional and Business organisations.
To apply the learned organisational and Entrepreneurial
03 skills as per the situation in Academic, Professional and
Business organisations.
Common- Demonstrate positive attitude and adapt to the situations
CO1
508.1 and the events in various organisations.
Common- Exhibits Empathetic Reviews, Emotional Intelligence and
C02
508.1 Critical thinking skills for problem solving.
COURSE
Apply Motivation and Leadership skills in achieving the
OUT COMES Common-
C03 desired goals and objectives of the workers and
508.1
organisations.
Common- Solves the day to day problems by taking right decisions as
C04
508.1 per the situation.
Common- Impart the Employability and Entrepreneurial Skills in
C05
508.1 getting the jobs or establishing start-ups.
Mapping Course Outcomes with Program Outcomes:
CO PO 1 PO 2 PO 3 PO 4 PO 5 PO 6 PO 7
CO 1 2 3
CO 2 2 3 3
CO3 1 2 3
CO4 1 2 2 3
CO5 1 2 3 3
LEARNING OUTCOMES
Upon completion of the course the student shall be able to
1. Attitude
1.1 Understand the importance of attitude.

1.2 Know the importance of entrepreneurial attitude.
1.3 Enhance the entrepreneurial attitude skills.
1.4 Apply positive attitude at work place in the industrial organizations.
2. Adaptability
2.1 Understand the importance of adaptability.

2.2 Assess the individual Adaptability quotient.
2.3 Know the techniques of improving the adaptability skills in industrial set-ups.
3. Empathetic Review and Emotional Intelligence
3.1 Understand the concept of Empathy and its importance at workplace.

3.2 Differentiate Empathy and Sympathy.
3.3 Understand the Emotional Intelligence.
3.4 Apply the Empathy and Emotional Intelligence skills in industrial environment.
4. Critical Thinking
4.1 Understand the facts of an issue or situation.

4.2 Aware how to focus solely on the situation without influence from personal biases.
4.3 Develop the skills and abilities for making judgement in real time situations.
5. Motivation
5.1 Understand the importance of Motivation in real life situations.

5.2 Know the internal traits which are useful for self – motivation.
5.3 Apply the skills of motivation to lead the organization successfully.
6. Leadership
6.1 Understand the role of Leader and importance of Leadership.

6.2 Discuss the qualities to become a successful leader.
6.3 Apply the leadership skills for effective running of an organization.
7. Teamwork
7.1 Understand the importance of Teamwork.

7.2 Know the benefits in working as a team to achieve the common tasks.
7.3 Understand the steps to be followed for improving teamwork in organization.
8. Problem Solving and Decision Making
8.1 Identify the importance of Decision Making and Problem Solving in real life situations.
8.2 Learn the skills of Decision Making and Problem Solving.
8.3 Adapt the right solution to the problems arising in work places.
9. Organizational Skills
9.1 Identify the organization skills required for an employee.

9.2 Know the process of selection of an employer.
9.3 Understand the concept of Transactional and Transformational Leadership.
9.4 Know to manage the Conflicts in the organization.
10.Entrepreneurial Skills
10.1 Know the difference between entrepreneur and entrepreneurship.

10.2 Identify the skills required to become successful entrepreneur.
10.3 Understand the attitudes of an employer and an employee.
10.4 Know the procedures for starting new business.
1. ATTITUDE
…….. Shows how Valuable You Are.
Course Content
 Importance of attitude.
 Importance of entrepreneurial
attitude.
 Enhance the entrepreneurial
attitude skills.
 Four Assessment Activities to acquire positive attitude skills.
Attitude is way of thinking, viewing and responding to a person, situation or

environment. It also includes our feelings, beliefs, perspectives, our way of looking at
things and our behaviour based on previously formed opinions.
“An attitude can be as a positive or negative evaluation of people, objects, events,
activities, and ideas. It could be concrete, abstract or just about anything in your
environment”. (Wikipedia)
 Your Attitude is everything; decides your failure or success; it helps you

inculcate every other life skill. It moulds your personality, gives you an image
in the society. Your positive attitude, self-esteem, confidence, right perspective,
right decisions and right actions help you win people and situations.
 You need to discard your wrong beliefs, false opinions, baseless assumptions to
inculcate a positive attitude. If you want to be happy and successful in all walks
of life, you need to shift from negativity to positivity which is called ‘Life
response’. Positive Attitude helps you turn the negative situations to your
advantage.
SWOT Analysis:
SWOT (strengths, weaknesses, opportunities, and threats) analysis is a framework used to

evaluate a company's competitive position and to develop strategic planning. SWOT
analysis assesses internal and external factors, as well as current and future potential.
A SWOT analysis is designed to facilitate a realistic, fact-based, data-driven look at the
strengths and weaknesses of an organization, initiatives, or within its industry. The
organization needs to keep the analysis accurate by avoiding pre-conceived beliefs or gray
areas and instead focusing on real-life contexts. Companies should use it as a guide and not
necessarily as a prescription.
ENTREPRENEURIAL ATTITUDE
Entrepreneurial attitude refers to consistent behaviour and thinking, which are in line with
creating and running a business.
Here are ten key attitudes every entrepreneur must conquer in order to run a
prosperous business venture:
If you want to run a successful business, you

should begin the process by understanding the
mental, psychological and behavioural
characteristics needed for success. This
comprehensive list of ten characteristics of
successful entrepreneurs, along with key questions to ask yourself, will help you get started
growing your business.
1. A Positive Mental Attitude
You will never be a successful entrepreneur

without a positive attitude because you are
certain to experience difficult times. Your
success or failure will be determined at these
times.
Key Questions to Consider:
 Are you confident you can build a successful business, even when things go badly?
 Do you feel good about your chances for success as an entrepreneur?
2. Enjoy Being Around People
Being a successful entrepreneur means you will

continuously interact with a diverse array of people
such as customers, potential customers, colleagues,
competitors, suppliers, lawyers, and accountants. It
really helps if you enjoy being around these people.
 Do you generally enjoy being around other people?

 Are you comfortable in most social situations?
3. Excellent Communication Skills
Exemplary communication is important because you must accurately exchange information

in a fast-moving world using a variety of methods (e.g., interpersonal, electronic). Of
particular importance is the ability to listen and truly understand where another person is
coming from, especially if you want to be a successful athletic coach.
 Can you effectively use a diverse array of communication methods (e.g., face-to-face,
phone, text, email)?
 Do people generally consider you to be a good listener?
4. A Strong Desire to Achieve
Successful entrepreneurs are achievement-oriented.

They value accomplishment and the intrinsic
rewards that go along with achieving difficult goals.
It is a strong motivator for most business owners.
 Do you frequently set goals for yourself?

 Do you typically achieve your goals despite barriers or setbacks?
5. Resourcefulness
Most businesses have limited resources such as money,

information and time. Successful entrepreneurs figure
out how to get the most out of these resources. They are
masters at stretching a dollar and making a few resources
go a long way.
 Are you generally able to

accomplish your objectives even
with limited time and resources?
 Are you effective at figuring out
ways to overcome most
problems and difficulties?
6. Objective
It is not easy to be objective about your business

because you are passionate about making it
successful. However, you do need to be impartial and
dispassionate when it comes to making business
decisions because emotion, bias and sentiment can
result in poor choices.
 Are you good at considering all facts and making objective, unbiased decisions?
 Are you willing to listen to diverse perspectives and opinions?
7. Committed
Building a successful business requires absolute commitment. It takes a lot of work and there
will be times when you become discouraged. It is during these times that you must be
steadfast, faithful and committed to your vision.
 Once you start something, do you always see it through to completion?

8. Dependable
There is a strong positive relationship between

your perceived level of reliability and the
success of your business. Your clients expect
you to be dependable and will evaluate you on
the extent to which you do what you say you
will do.
 Do you do what you say you are going to do, all the time?
9. Proactive and Not Reactive
Successful entrepreneurs anticipate problems in

advance and deal with them before they occur.
If you simply react to problems and issues as
they arise, you may get overwhelmed.
 Are you typically able to anticipate potential problems and deal with them before they
occur?
 Are you effective at creating and using plans?
10. Possess Technical Skills and Knowledge
Every business requires unique technical skills and knowledge on part of the owner. You
have to be good at what you do for your business to succeed. This often means getting
additional education and training on an ongoing basis, sometimes for the purpose of obtaining
specific credentials (e.g., certifications, licenses).
 Do you have the certifications & credentials you need to succeed as an entrepreneur?
 Do you possess the skills and expertise necessary to be a successful entrepreneur?
These 10 characteristics are the foundation of a successful entrepreneur. Take the time to
understand how these characteristics build on each other, and where your strengths and
weaknesses lie.
Assessment Activity – 1
Ask the students to choose one answer from the multiple choice questions below
Option Q1 Q2 Q3 Q4 Q5 Q6 Q7
Strongly
1 5 5 5 1 1 1
disagree
disagree 2 4 4 4 2 2 2
Neutral 3 3 3 3 3 3 3
Agree 4 2 2 2 4 4 4
Strongly
5 1 1 1 5 5 5
agree
Ask the students to assess their marks accordingly to their present level on entrepreneurial
attitude.
Referral links: - https://www.youtube.com/watch?v=vVfODMdu390
Read the story below; discuss it with your partner before you answer the questions that
follow:
Many years ago a famous British shoe company sent two of its salesmen to Africa to
investigate and report back on the market potential. The first salesman made a thorough
survey and reported back: “There is no potential here - nobody wears shoes.”The second
salesman too investigated and submitted his report: “There is massive potential here - nobody
wears shoes.”
a) What was the task given to the two salesmen?

______________________________________________________________
______________________________________________________________
b) What was the observation of the first salesman?

______________________________________________________________
______________________________________________________________
c) What did the second salesman observe?
______________________________________________________________
______________________________________________________________
d) What are the two kinds of perspectives that you find?

_______________________________________________________________
_______________________________________________________________
e) Whose attitude is better and why?

_______________________________________________________________
_______________________________________________________________
Assessment Activity – 3 :: Pair Work
Read the following words of the great visionary Dr. Abdul Kalam, discuss and answer the
questions that follow:
a) “Without your involvement you can’t succeed, with your
involvement you can’t fail”.
b) “Do we not realize that self-respect comes with self-reliance?”
c) “Your best teacher is your last mistake”.
d) “Dream is not the thing you see in sleep but it is that thing that
doesn’t let you sleep.”
e) “Problems are common, but attitude makes the difference!!!”
Now answer the following:
i) What great qualities do you admire in Dr.A.P.J.Kalam?
________________________________________________________________________
________________________________________________________________________
ii) What does he say about success and failure?
________________________________________________________________________
________________________________________________________________________
iii) What is the relation between self-respect and self-reliance?
_________________________________________________________________________
_________________________________________________________________________
iv) How should we consider mistakes, problems and failures?
_________________________________________________________________________
_________________________________________________________________________
v) What trait do we need to make advantage of problems and failures to become
successful? How can we inculcate it?
________________________________________________________________________
________________________________________________________________________
vi) Write a few lines about your experience where you showed positive attitude or
changed your attitude from negative to positive.
___________________________________________________________________
___________________________________________________________________
Assessment Activity –4
Ask the students to present one PPT on inspiring attitude related topics like
- Businessmen who turned sick industries to profit making one.

- How Ratan Tata brought life to Jaguar Land Rover.
- Any current news/article which motivates the student to inculcate positive attitude.
* * *
2. ADAPTABILITY
….. The Power of Assimilation.
Course Content
 Importance of adaptability.
 Assess the individual Adaptability quotient.
 Techniques of enhancing the adaptability
skills.
 Assessment Activities to improve Adaptability
Skills.
We will remember the year 2020 for a very long time. This is one of the years which people, across
the world, will remember. This was the year when the pandemic caused by the Corona virus
brought the world and the people to a standstill. All of us faced situations which we would have
never imagined. Many lost our family and friends to the virus. Millions of people lost their
livelihoods when they lost their jobs once lockdowns were implemented. Millions of people faced
cuts in salaries and lost their savings. Things and pleasures that we had come to enjoy and love
were the things that we could not experience. In the recent past, freelance Professionals, new start-
ups and industries like tourism and hospitality, fashion and more had become very common place.
But these were also the very industries that suffered massively because of the pandemic. Billions of
students had to switch to virtual schooling. Millions of Educators had to switch to teaching online
almost immediately. Non-app users had to learn how to order and make transactions using mobile
or internet services. Each one of us was forced to change, to learn new things or in other words
adapt. We had to learn how to Work from Home almost overnight. Students, educators, corporates,
service providers and everyone had to quickly start working online. This meant that billions had to
learn new software, and skills very fast. We all had to adapt. Imagine what our lives would have
been like in 2020 and also 2021 if we had not adapted. Adaptability is one of the key skills that we
need to possess.
Adaptability means the ability to be flexible and adjust to changing factors, conditions or
environments. Being adaptable is a highly valued skill in nearly every workplace. Adaptability is
the ability to learn new skills in response to evolving circumstances. In more formal terms,
adaptability refers to “an individual's ability, skill, disposition, willingness, and/or motivation to
change or fit different task, social, or environmental features”. Adaptability is one of the key life
skills that everyone needs. Let‟s take a real life example in order to explore adaptability – mobile
phones. All of us cannot imagine a life without smart phones. In late 1900s or in 1990s, people had
phones in which you either had to press numbers or dial them. Phones were used for basic
communication. Postal communication or parcels were used in different forms to transfer materials.
In order to complete a school or college project, the students had to go to the libraries or search
books and magazines to gather materials. Face-to-face meetings were important. The value of
adaptability lies in the fact that it is not restricted to professional life. Adaptability is a key skill for
a more positive and constructive personal life, mental health, professional life, social relations,
business, making products and more.
Why Some Don’t Adapt ?
The following are the main reasons why the people don’t adapt?
Fear: Having a firm belief that traditions are important and while innovation is useful, „traditions‟
and „old policies‟ are best because they have been tested over the years and proven right.
Decision Bias: Emphasis on command-and-control system set-up discourages employees on
account of a possibility of punishment in some form.
Habit: Making policies on the basis of outdated models of management
Insufficient Experimentation: Having a policy of observing strict distinction in roles or
departments, and discouraging the flow of ideas and roles
Rigid Structures: Lack of pro-active change because of set mind-sets and behaviours.
Adaptability skills:
Adaptability skills are qualities that allow you to adjust to changes in your environment. Being
adaptable at work means you can respond quickly to changing ideas, responsibilities, expectations,
trends, strategies and other processes. Being adaptable also means possessing soft skills like
interpersonal, communication, creative thinking and problem-solving skills. The following are the
types of adaptability skills
1. Communication skills
2. Interpersonal skills
3. Problem solving skills
4. Creative strategic thinking skills
5. Teamwork skills
6. Organizational skills
How to improve Adaptability skills?
Being adaptable and open to change may not always be easy, however, you might consider the
following steps to help you develop and improve your adaptability skills
Be aware of changes in your environment
One key method that can help you develop your adaptability skills is to be aware of changes in your
work environment. For instance, you might observe the finance team's new budget and stay updated
on current allowances if your team's responsibilities involve the use of company funds. You might
also remain aware of policies, procedures and other operational processes to stay abreast of changes
to various company practices.
Develop growth mind set
Being adaptable also means being willing to learn and try new things. Developing a growth mindset
can positively influence your ability to take on new challenges, find new opportunities to develop
your knowledge and contribute to new projects. Your willingness and motivation to keep improving
upon your skills can also show your employer your commitment to your professional growth.
Set goals for yourself
Another method that can help you develop your adaptability skills might be to set goals for
yourself. For instance, if you feel you might be weaker in your nonverbal communication or you
tend to procrastinate when expected to complete challenging tasks, you might set a goal to work on
each aspect of your skills so you can improve your overall ability to adapt to changes in the
workplace.
Ask for your feedback
As you develop throughout your career, you might think about requesting feedback or constructive
criticism from your managers to help you improve on your weaker skills. Positive and constructive
feedback can be beneficial for setting goals and achieving success in your career.
Learn to acknowledge and accept change
Learning to acknowledge changes in your career can help you prepare yourself and adapt to
differing circumstances. Additionally, learning how to be willing to accept change can be an
effective step toward recognizing when you need to make adjustments to make transitions smoother
for yourself.
Adaptability in the Workplace
Workplace adaptability helps you react effectively to a variety of situations. In this topic, we‟ll
cover six ways to develop your adaptability skills, including how to become a better problem
solver, embrace change, keep an open mind, practice mindfulness, and push yourself out of your
comfort zone.
The workplace is an ever-changing, dynamic place. A campaign that works brilliantly one day
totally flops the next. The colleague you‟ve always relied on is suddenly out on leave.
Workplace adaptability is the ability to respond effectively to different scenarios and challenges
within the workplace. It's not as simple as just being more flexible. Adaptable people develop
targeted skill sets, processes, and frameworks that allow them to quickly and efficiently deal with
different situations as they arise.
Becoming adaptable at work helps you respond to new situations, new roles, new projects, and new
clients. As you develop this skill set, you'll be able to face any change that comes your way.
Here’s what can happen as you become more adaptable:
1. You‟ll build resilience.

2. It sets you apart.
3. Adaptability feels good.
4. You‟ll build a sought-after leadership skill.
5. It boosts productivity.
How to develop adaptability skills at work place
Adaptability comes easily for some. But even if it doesn't come naturally to you, it's still something
you can develop. Take a look at six tips you can use to build, refine, and grow your adaptability
skills through exercises and practice
1. Improve your problem solving skills

2. Learn to embrace change
3. Keep an open mind
4. Leave your ego at the door
5. Practice mindfulness
6. Push yourself out of your comfort zone
Workplace adaptability can create a better work life
For most of us, developing workplace adaptability is an ongoing practice throughout our career.
Learning to become more adaptable at work takes time and focus. It‟s not as simple as taking a new
professional development course.
Assessment Activity- 1 :: Self Assessment on Adaptability
Adaptability Quotient
An Adaptability Quotient (AQ) measures someone's ability to adapt. It‟s similar to IQ, which
measures intelligence, or EQ, which measures emotional intelligence. All of these measurements
are important in their own way, but AQ is fairly new to the scene.
A person‟s ability to adapt might include how they handle change, learn from mistakes, overcome
challenges, and adjust in real-time. It‟s rolling with the punches and working with change instead of
against it. Adaptability has become a sought-after trait in employees, and more and more businesses
and hiring managers are looking for candidates who demonstrate a high AQ.
Assessment Activity - 2 :: TEST YOUR ADAPTABILITY QUOTIENT
Grade yourself on each question using a scale of one to three:
I do this in frequently (1M)

I do this sometimes (2M)
I do this routinely and often (3M)
1) I like to imagine new and different ways to accomplish my goals and the goals of my
team.
2) I challenge myself to question the things that I think that I know for sure.
3) I am able to shift gears with minimal complaint to my boss, team or family.
4) My core values are clear to me and to my colleagues and team members.
5) I can imagine new uses for old ideas.
6) My habit is to reach out for help and acknowledge assistance when needed.
7) I like to experiment with new ideas.
8) I like to play “devil‟s advocate” in order to see all sides of an issue.
9) I believe that my failures present opportunities for innovation.
10) I never fall in love with my “wins”. In fact, I try to figure out how I can do even
better next time.
11) I am good at looking at the big picture and routinely connect daily decision making
to the big picture.
12) I am comfortable with “not knowing”, even when it is within my field of expertise.
13) I can organize my surroundings and prioritize tasks, even in stressful times.
14) I can mobilize resources in a crisis or new situation
15) I believe that I always have options and choices, even in difficult situations.
16) I don‟t spend time worrying about things that are out of my control.
My score:
I am high adaptable in most situations: 38 – 48 points

I am fairly adaptable in most situations: 25 – 40 points
I am not as adaptable as I need to be in some situations: 0- 25 points
Assessment Activity- 3
Observe the above species and think about their special survival skills:
1. What is the specialty of a chameleon and a moth (in the last picture)? Why they need it ?
Ans: _________________________________________________________________
2. How does a tortoise cover its fragile body?

Ans: _________________________________________________________________
3. Why do the small fish always move in a group and form into a round ball?
Ans: _________________________________________________________________
4. Why do some birds travel to faraway places?

Ans: _________________________________________________________________
5. Why camel is called the „ship of the desert‟?

Ans: _________________________________________________________________
6. What is the common ability or skill that you find among all these animals?
Ans: _________________________________________________________________
Assume that you are a Diploma passed and have been working as a small industry comfortably in
your hometown for a meager salary. Now you are offered a huge salary with conditions of
undergoing a vigorous training for six months at the company headquarters in the USA and must
work for at least three years abroad. Then you will be given an opportunity to work in India.
Now discuss the given situation in your group.
 Fill in the following table with your worst fears, apprehensions, unforeseen problems like
new place, people, food, language, work culture, hard work, change of weather etc. and
find solutions about how you adapt or adjust to the new challenges and become successful.
 The spokesperson of your group will present the group‟s ideas before the class.
Problems / Challenges due to Your solutions based on the

S.No
displacement skill of Adaptability
Read the following case study and answer the following questions
Imagine that you work in an office where promotion is always based on seniority. However, there
are few younger people, including you, who have been working hard, bringing innovative ideas and
new clients because of which the company has been doing very well for three years. The sales of
the Company have risen significantly. But these younger people are not being promoted because
of the policy of promotion based onseniority.
1. Do you think this policy is fair?

_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
2. If this policy is fair, give your reasons.

_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
3. If this policy is unfair, give your reasons.

_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
4. Why is this policy unfair?
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
5. What could be possible consequences of this policy? Think carefully about this
question. Think what you, as a younger employee of this company, will do if you are
not promoted even though your contributions have led to increased sales.
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
* * *
3. EMPATHETIC REVIEW AND EMOTIONAL INTELLIGENCE (EI)
…… I care You.
Course Content
 Concept of Empathy and its importance at

workplace.
 Differentiate Empathy and Sympathy.
 Concept of Emotional Intelligence.
 Relation between Empathy and Emotional
Intelligence.
 Assessment Activities on improving ER and
EI skills.
What is Empathy ?
Emapthy is the ability to connect with other people and to understand their thoughts and
feelings.Empathy is considering another person’s experience and seeing the world from another
perspective.Empathy is very crucial for developing strong leaders.
Empathy is often called as the ability to put yourself in someone’s shoes or caring about someone
else,and understand their perspective.
Empathy in the workplace is the ability to consider and understand our colleague’s or team
member’s perspective.When we (as an employee) show empathy,it means we understand what it
feels like to walk in another person’s shoes,we gain a sense of their experience and the feelings they
might be having and we support them through those challenging situations.
Empathy goes a long way in business. It builds leadership, strengthens relationships, fosters work
productivity and overall job satisfaction. There is no one way to show empathy; it takes on many
forms. For example, if your co-worker is dealing with a difficult health issue, you can display
empathy by taking quality time to talk to him/her and ask how he/she is doing. You may even
volunteer to answer their phone or take on some of their work while he/she is away at a doctor’s
appointment.
Empathy Statements for Co-workers and Employees:
Encouraging a coworker or team member who is having a bad day or dealing with a difficult
situation ia part of being a good leader.These statements will help you make sure you communicate
your empathy effectively:
 I know you’ve put so much time and effort into this,and it has to be frustrating to see the
project shut down.
 Uncertainity is really hard.
 If that happened to me,I would feel upset too.
 I would be upset if someone talked to me that way too.
 I can hear your concern in your voice.
 I know it is’nt easy to deal with stuff like this,but you are handling it so well.
 I understand how you feel
 I’m sorry you’re facing this issue.
 Your anger/frustration is completely justified.
 I would do the same if I were in your position too.
TYPES OF EMAPTHY:
There are three types of empathy.The difference between them is in the action taken.
1. Cognitive Empathy
2. Emotional Empathy
3. Compassionate Empathy
Comparison of Types of Empathy
Cognitive Empathy Emotional Empathy Compassionate Empathy
Team member:” I lost a Team member:” I lost a Team member:” I lost a

potential client this week potential client this week potential client this week
because I made a mistake.” because I made a mistake.” because I made a mistake.”
( Starts to cry ) ( Starts to cry ) ( Starts to cry )
A co-worker with emotional Manager with compassionate

empathy: “I’m sorry. I know empathy: “I’m sorry. I know
A co-worker with cognitive you’re sad and know that you’re sad and know that losing
empathy: “I’m sorry. I know losing a client makes you feel a client makes you feel hurt.
you’re sad and know that hurt. I’m here for you if you Take the rest of the day off and
losing a client makes you feel want to talk more about it or let’s schedule a call next week
hurt.” want me to cheer you up.” to discuss how to prepare better
(May feel sad or begin to cry in the future.
too).
THE IMPORTANCE OF EMPATHY IN THE WORKPLACE
Empathy is a desirable skill that many employers look for among potential employees. Here are
some reasons why empathy is important in the workplace:
Creates connections: Empathy can help you connect with co-workers by focusing on the issues
that are affecting them.
Improves social skills: Maintaining positive working relationships with co-workers and clients will
improve social skills, which is an essential key to success in every industry.
Makes you a great team player: Empathy is a required skill in order to work well as a member of
a team. By placing value on other people’s point of view, the team can quickly problem-solve any
challenges and might even improve upon existing processes to become more productive.
Improves your resume: Adding empathy as a skill on your resume can show potential employers
that you appreciate the value of this skill and that you have strong communication skills.
Assessment Activity- 1 :: Case Study -1
Have you ever heard about the 9/11Tragedy ? On September 11,2001, the Islamic extremist group
al Queda carried out suicide attacks by hitting two airplanes against the twin towers of the World
Trade Center in New York City in the United States.Almost 3000 people were killed during this
9/11 terrorist attacks.This date 9/11 brings back visions of horror and chaos,trauma and
triumph,courage and despair that echoed across the nation.It’s impossible to forget the falling
buildings,fleeing people,and relatives searching endlessly for loved ones.These images are seared
into our collective memories.Nearly 20 years later,we are still haunted by the fear,destruction,and
memories of loved ones who died in this tragedy,though we did not lose a friend or relative.Why do
we feel sorrow ,when we did not suffer immeasurable loss? This feeling is called Empathy,i.e we
feel empathy for the people impacted by 9/11.Empathy helps us imagine the pain,joy,suffering,and
love that the other people feel.
Watch this video : https://www.youtube.com/watch?v=ECGzunbIjjg&t=186s
https://www.youtube.com/watch?v=d2wVb_AILso
Assessment Activity- 2 :: Identifying and Modelling Emotions

Print out this list of emotions and review it with your students. Then try this:
 Ask all students to demonstrate an emotion. In rapid succession, instruct students to display
physical actions that illustrate each emotion.
 Now it’s your turn- model one of the emotions that your students haven’t modeled yet, and
see if your students can identify what emotion you are feeling. Ask them what could have
happened to you to make you feel that way.
 Discuss potential scenarios that may elicit emotions. Say to your students. ”Show me what
you would look like if you experienced this,” and then present them with the below
examples:
 You won a prize that you weren’t expecting.
 You saw yourself on TV
 Your goldfish died.
 You found ants all over a treat you had left for later, etc
Assessment Activity- 3 :: Guessing Emotions

Ask individual students to choose an emotion from the list.Instruct them not to tell their classmates
which emotion they’ve chosen.Have students,one bby one,model the body language that reflects
that emotion.
While students are modelling emotions,ask their classmates to look for clues to help them guess the
emotions that’s being modeled.Remind students that it’s not always easy to figure out people’s
feelings,and reiterate that not everyone experiences or shows emotions the same way.
How to be empathetic in the workplace:
Empathy is an important skill for your personal and professional life. When you’re empathetic
toward business colleagues and supervisors, you’ll find it’s easier to communicate and resolve
issues. Here are some ways to show empathy in the workplace:
1. Approach problems from a different perspective
Imagine the problem or situation from your team member’s perspective. Even if you don’t reach
the same conclusion they did, you’ll have a better understanding of their thought process, which can
inform future discussions.
2. Ask questions to understand
Ask what experiences have led to a particular conclusion. Consider the potential underlying factors
that caused the person to feel the way they do. If you’re speaking with a buyer who is unhappy
with a product, for example, ask about their expectations of the product and the specifics of their
negative experience. If you don’t understand the situation, keep asking questions until you do.
Empathy comes with a deeper understanding what has happened.
3. Develop your listening skills
Asking questions and practicing non-verbal encouragement, such as eye contact, are helpful in
letting people know that you are listening to them. When a co-worker discusses an experience that
you’re not familiar with, ask how that made them feel. Though you may not have this experience
yourself, your understanding of your co-worker’s experience will help you have greater empathy for
others who find themselves facing similar situations in the future.
4. Offer to help
Ask colleagues if they need help with a difficult project and offer assistance when you can. It isn’t
always obvious when a co-worker is struggling, so part of empathy is observing your environment
and taking the initiative to offer help before you’re asked.
Watch this video to know empathy at workplace
https://www.youtube.com/watch?v=J_4JJjeSc2w
What is Sympathy?
Sympathy is when a person feels compassion for or cares about another person’s pain , misfortune,
trouble or grief, but does so from the outside. It can also refer to a person’s feelings of support for
an individual or situation. Sympathy is a key part of emotional intelligence.
How are Sympathy and Empathy different?
The main difference between sympathy and empathy is how the two are expressed. Whereas
empathy involves understanding and expressing another person’s emotions or situation from their
perspective, sympathy is more a recognition of what another person is going through.
Assessment Activity- 5:
Watch the following video to know the difference between Sympathy and Empathy
https://www.youtube.com/watch?v=KZBTYViDPlQ
EMOTIONAL INTELLIGENCE:
Emotional intelligence is the ability to recognize, understand and manage your own emotions as
well as being able to understand and influence the emotions of others. It involves being aware that
emotions drive behaviours and impact people either positively or negatively.
Emotional intelligence, or EI, helps you identify and understand human emotions. Having high
emotional intelligence can help you build relationships in the workplace, accomplish tasks and
achieve goals.
WHY IS EMOTIONAL INTELLIGENCE IMPORTANT?
Emotions can lead you to act without thinking. Having emotional intelligence can help you avoid
those situations when you might act on impulse rather than fact. Understanding and managing your
emotions and those of others can help you be more successful in your personal and professional life.
Emotional intelligence can play a large role when you are:
 Having difficult conversations without hurting other’s feelings

 Managing your emotions when feeling stressed or overwhelmed
 Improving relationships with others
 Resolving conflict
 Coaching and motivating others
 Creating a collaborative environment
CHARACTERISTICS OF EMOTIONAL INTELLIGENCE
Psychologist and author Daniel Goleman defines the five key elements of Emotional Intelligence
as:
1.Self-awareness
2.Self Regulation
3.Motivation
4.Empathy
5.Social skills
How to improve Emotional Intelligence
While it can take time and practice, emotional intelligence can be improved. The practices to
improve EI are:
Practice awareness
Take time to pay special attention to interactions around you. Listen to what others are telling you
through their words, body language and facial expressions. Observing the way people use and react
to emotion can help you fine-tune your ability to empathize.
Look inward
While observing others and their interactions can be helpful, monitoring your own emotions and
responses can also increase your emotional awareness. Consider how your emotions influence your
decisions and behaviours.
For example, you might notice that when you feel over whelmed, you tend to be short tempered
with others.
React and respond to others
Practice addressing and working with others based on the way you observe what they’re
feeling.When deciding how you should react,consider how you’d like to be treated under the same
circumstances.
For example,while you might enjoy talking about your emotions with others when you feel anxious
or stressed,others might prefer to process their emotions alone.If you’re unsure,ask others about
their preference in that moment.
Learn from your mistakes
If you find that you misinterpreted a certain emotion or the way you handled someone’s feelings
didn’t work well,learn from your mistakes and treat the situation ifferently the next time.
Displaying examples of ways that you have connected with others using emotional intelligence in
your resume/cover letter and during interviews can also help you be a competitive candidate.
Examples of EI in the workplace
Here are specific ways you might use emotional intelligence at work:
During a meeting
During a meeting, you notice your employee is being quieter than usual and not contributing to the
discussion. While it may seem that they are not paying attention, you decide to have a casual
conversation with them to ensure everything is OK. During this talk, you learn they didn’t get a
good night’s sleep because their mother-in-law is ill.
During a project review
During a review of your recent completed project, you receive professional criticism about ways it
can be improved. After the meeting, you’re feeling deflated and anxious. After processing your
emotions, you realize you were focusing on the negative because of all the time and effort you put
into the project. Pivoting from being disappointed, you opt to become motivated to make your next
project better.
Assessment Activity- 6 :: Accepting Your Emotions
This exercise can help you work on one of the most fundamental skills related to emotional
intelligence: understanding and accepting your own emotions.
You’ll need a group of people for this activity, but you could also modify it to work with just one
pair. Here’s how to do it:
 Divide your group into pairs and have them sit far enough away from the other pairs to get a
sense of privacy.
 Have each pair decide who will go first.
 Tell the group members that they will each have a chance to share an experience where they
felt like a victim. Once one partner has explained the experience, they should explain how
they felt as a result of their experience in as much detail as possible, thinking about their
specific feelings at the moment and how it impacted them afterward.
 Allow 15 minutes or so for the first partner to share and for the pair to discuss, have them
switch roles.
 If you are running this activity in a group, bring everyone back together and have a group
discussion using questions like these:
o What did you think first when you were told to share a difficult experience with
another person?
o How did you manage to share it? How did you feel when you shared it with someone
else?
o How did you feel after acknowledging and accepting your emotions?
o Does this exercise help with accepting how certain experiences make us feel and that
it is okay to feel a certain way after negative experiences?
o Did you feel more at peace after accepting your emotions generated by your
experience?
o Would you consider using this exercise to evaluate and acknowledge your emotions
after negative experiences?
Assessment Activity- 7 :: If You Knew…

This activity is an excellent choice for new teams or as an icebreaker at small events. It will
encourage participants to share information about themselves with others in a way that encourages
intimacy and group cohesion.
Start with a flip chart or a whiteboard with these questions on it:
 What was the happiest moment in your life?
 What was your unhappiest experience in life?
 What motivates you to get up in the morning?
 What do you use your money for?
 Who is the most important person in your life?
 Describe your best friend.
Once everyone is ready to get started, ask them all to sit in a semi-circle facing a flipchart or
whiteboard. Randomly select one participant to answer the questions on the board, and tell them
they have 10 minutes to go into as much detail as possible. Instruct the other participants not to ask
questions or interrupt during those 10 minutes, then move on to the next participant.
At the end, pose these questions to get a good discussion started:
 Did this activity help you to know your team members better?
 Did it help explain certain behaviors and actions of co-workers?
 Would it be helpful to share some personal information with those that we work closely
with?
 Did this session help clear up some of the misunderstandings between team members?
Completing this exercise will likely result in you feeling more connected and comfortable with the
other participants, and help you learn how to read emotions in others and listen attentively.
Assessment Activity-8
Watch this video to know about Emotional Intelligence
https://www.youtube.com/watch?v=LgUCyWhJf6s
How does Emotional Intelligence relate to Empathy?
Emotional intelligence is the ability to use your thoughts and feelings to manage your emotions,
have them match the situation you are in and know how to manage the emotions of others. Empathy
is the ability to experience another person’s emotions and feel what the other person is feeling. It is
a piece of emotional intelligence.
Radha was very proud of her father. He was a senior bureaucrat in the state and he was invited to
every major functions in Radha’s school and colleges. She used to feel like a star on such occasions.
She boasted about her father in her friends’ circle. It was not without reason as her father himself
used to tell her his stories of honesty, integrity in administration from his personal experiences.
Radha was a brilliant student in her studies. She had many friends and some enemies too. Ramya
was one of those enemies who was jealous of Radha and she constantly searched for an opportunity
to hurt Radha with her acerbic taunts. Most of the times Radha avoided encountering Ramya inside
the college campus.
When Radha was in her final year of graduation, just before her final exams, her father was arrested
on charges of corruption and was sent to jail. This became a major news in the state and severely
affected Radha mentally.
She did not want to write her exams as she felt embarrassed to go to college. But her friends and
mother convinced her to give exams as it was very important for her future. As soon as Radha
entered college, Ramya met her and started talking sarcastically about Radha’s father that how an
honest father got arrested and how Radha had come to write exams in spite of a major crisis in her
family. Ramya wryly asked Radha if her father had gone to jail to deliver lecture about honesty and
integrity.
One of Radha’s close friends slapped Ramya there itself.
Radha was hurt by Ramya’s comments and not able to control her emotions she rushed out of
college crying loudly. That day she did not give her exam. Next day she committed suicide at her
home.
In the above example, Radha, Ramya and Radha’s friend who slapped Ramya all have displayed
different shades of low emotional intelligence.
Answer the following
1. Analyse how Ramya would have behaved if she had possessed high emotional intelligence?
2. Analyse how Radha would have behaved if she had possessed high emotional intelligence?
Assessment Activity-10
Satish is a junior manager in a manufacturing company. His manager recently retired. His former
manager recommended Satish for a management training program to position Satish for succession.
Satish did not get the promotion because he failed his management training. He is very bitter at the
lost opportunity and complains to his co-workers that he did not get the promotion because of them,
accusing them of overloading him with work, leaving him with no time to study.
Satish also complains to his wife that if she had taken on more responsibilities, he would not have
failed his management training. At family gatherings he complains that it is things like these that
made him fail and loose a promotion.
He is also jealous of his new manager for getting the promotion ahead of him. He complains that if
he had not been sabotaged by others the job would have been his. Satish complains continuously
and still is complaining 1 year on after the incident.
Questions
1. Identify the emotional intelligence issues in this case?
1
2
3
4
5
6
7
2. Is Satish responding to his failure in an emotionally intelligent way? If not how could he
respond better?
Whatever is begun in anger, ends in shame.” – Benjamin Franklin. Discuss with example from life
of a famous person
* * *
4. CRITICAL THINKING
…… The Key to Creativity.
Course Content
 Facts of an issue or situation.

 Focus solely on the situation without influence from
personal biases.
 Skills and abilities for making judgement.
 Assessment Activities on improving Critical Thinking
skills.
WHAT IS CRITICAL THINKING?

 Critical thinking is a higher order of thinking: it is the practice of using a number of
different advanced thinkingskills in a variety of complex ways.
 Critical thinking focuses on thought: it looks at how facts are proven, arguments are
formed, conclusions arereached, not just what the facts, argument or conclusion may be.
 Critical thinking is self-reflexive: it involves reflecting on, questioning and testing your
own thinking processes.
 Critical thinking is discipline-specific: it engages in particular forms of reasoning, such as
mathematical reasoning, historical analysis or literary interpretation, which are specific to
a particular discipline.
Critical thinking is the analysis of available facts, evidence, observations, and arguments to form a
judgment. The subject is complex; several different definitions exist, which generally include the
rational, sceptical, and unbiased analysis or evaluation of factual evidence. Critical thinking is self-
directed, self-disciplined, self-monitored, and self-corrective thinking. It presupposes assent to
rigorous standards of excellence and mind full command of their use. It entails effective
communication and problem-solving abilities as well as a commitment to overcome native
egocentrism and socio-centrism.
Here are some of the ways critical thinking is important to the workplace:
a) Some professions require it.
b) Decision-making improves.
c) Critical thinkers are happier.
d) Being well-informed is a bonus.
e) It encourages self-reflection.
f) It bolsters the knowledge economy.
Some professions require it: for career success in law, education, research, medical, finance and
many other career fields, it's important to display critical thinking skills. It's an essential facet of any
profession where the goal is to deduce information objectively without bias, analyse the context,
solve creative problems and come up with realistic solutions.
Decision-making improves: Applying critical thinking helps you make decisions that require a lot
of thought. Big, life-changing decisions, like whether or not to make a career move, are aided by
critical thinking, which encourages you to research and favour objective logic over your initial
emotional response.
Critical thinkers are happier: Critical thinking helps people better understand themselves, their
motivations and goals. When you can deduce information to find the most important parts and apply
those to your life, you can change your situation and promote personal growth and overall
happiness.
Being well-informed is a bonus: In an age when people have more access to information than ever
before, critical thinkers excel at research and finding the most important pieces of information that
make them well-informed on any given topic. This is helpful in workplace discussions and when
positioning yourself as a thought-leader in your industry.
It encourages self-reflection: Critical thinkers have the inherent ability to see challenges from
several perspectives. By deflecting the reaction to defend their personal beliefs, critical thinkers are
more self-reflective and can change their minds and opinions in light of new information.
The benefits of critical thinking:
1. It helps to improve decision making: Critical thinking will let you make decisions by
yourself. It will help you improve decision-making. For students, while making career
decisions or making a new career move, it is crucial to make quick decisions, and hence
critical thinking plays a vital role here.
2. Enhances problem-solving ability: Problem-Solving is the key skill required for adapting
to changes and facing challenges. This skill of critical thinking should be developed by
students to avoid making any situation complex and help find a solution to it. For instance,
for two people, the same situation has been given and asked to find a solution for it. One
person might take 5 minutes yet can’t give a relevant solution whereas another person with
problem-solving ability will dedicate enough time to research and will provide a relevant
solution.
3. Refine your researching skills: Critical Thinking will refine your researching skills,
moreover will help you research accurately by observing, analysing, synthesizing, and
experimenting with every aspect in detail for a better result.
Polishes your creativity: It will help you polish your creative side. Creativity has
unquestionably defined itself as a requisite skill for having in the collaborative modern
workforce. As critical thinking will surely polish your creativity.
4. Stimulates Curiosity: It stimulates curiosity in you to find the right solution for the
problem or the subject you working on. Curiosity will let you dig and delve deeper for
getting a better result. This factor will let you stay a lifelong learner.
CREATIVITY:
Creativity represents the ability to develop new or imaginative ideas and turn them into a reality.
Businesses can use creativity in the workplace to create innovative solutions or more positive and
collaborative work environments. Creativity promotes employees to think outside of the norm and
experiment.
HOW IS CRITICAL THINKING DIFFERENT FROM THINKING?

CRITICAL
THINKING
THINKING
On information: data, facts, examples On On ideas: assumptions, biases, flaws in
FOCUS ideas: opinions, positions. reasoning, point of view, context,
implications
Organizing and making connections Deeply and broadly questioning and
between pieces of information or ideas, testing the ways in which an idea is
ACTIVI sometimes making basic inferences. formed as well as how you have been
interpreting and examining the idea.
TY
Thinking about your own thinking
while you are thinking about the
thinking of others.
To form an opinion about what you To apply criteria in forming a
are thinking about. conclusion or evaluation about what
GOAL you have been thinking about and
how you have been thinking about
it.
WHAT IS GOOD CRITICAL THINKING?
Good critical thinking meets the criteria of these intellectual values:
 Clarity
 Accuracy
 Precision
 Consistency
 Relevance
 Sound Evidence
 Good Reasons
 Depth
 Breadth
 Fairness
HOW DO WE THINK CRITICALLY?

1. We Begin With the Right Approach
Reason: We base our thinking in logic, not feelings.
Self-Awareness: We pay attention to our own and others’ assumptions, biases and
perspectives. Integrity: We care about doing our intellectual work honestly and
accurately rather than about being right. Discipline: We put effort into doing our
work comprehensively and precisely.
Open-mindedness: We consider alternatives and other points of view.
2. We Look Deeper and Farther
There are countless ways in which we look deeper and farther when thinking critically. For
example, we look deeper when we make inferences about an argument’s hidden assumptions
and values. We look farther when we connect a study to theories in our discipline. We always
think about the implications and importance of what we find.
3. We Ask Complex Questions

We develop and pose questions that help us look deeper and more broadly and that require a
variety of thinking processes to answer. We generate specific, complex questions based on
what exactly we are thinking about, starting with basic critical inquiry:
 Who is the implied audience?
 What are the strengths and weaknesses of this?
 What are the different possible solutions to this problem and which seems most effective?
 What is the nature of the relationship between this and that?
 What exactly is the logical flaw in this reasoning?
 Is this really relevant to that? If not, where does the connection break down?
 What are the underlying assumptions and values?
4. We Answer Questions Using a Variety of Thinking Processes
Analysis: breaking something into parts to better understand the parts and the
whole (identifying, classifying,categorizing, comparing)
Synthesis: making connections between the parts and the whole to see the pattern of
relationships (organizing, connecting, designing, predicting)
Interpretation: examining the connection (s) between the parts and the whole to make
inferences about the implications and meanings of the pattern(s) (associating, inferring,
decoding)
Evaluation: forming judgments about meanings, qualities and values (justifying, critiquing,
verifying, deciding)
5. We Reflect on How We Are Answering the Questions

Throughout the process, we ask ourselves questions such as:
Is that clear or is there still some confusion
I need to clarify? Is that really true?
Do I need to be more specific or detailed?
How is that connected to the central focus?
Am I thinking about this in a complex enough way or
I go deeper and further in my thinking?
Do I need to consider a bigger framework or a different point of view?
Critical thinking example 1: Problem-solving
Imagine you’re at work. Someone, potentially your manager, presents you with a problem. You
immediately go off and start looking for solutions. But do you take a step back first to analyse the
situation, gathering and reviewing as much information as possible? Do you ask each of the
different people involved what their opinion is, or how the problem affects their and the broader
business’ day-to-day? And do you decide to run with the first solution you find, or take the time to
come up with a number of different options and test each before making your final judgement?
While a lot of people may think they have problem-solving skills, if you aren’t taking the time to
follow the above steps, you’re not really being a critical thinker. As such, you may not find the best
solution to your problem.
Employing critical thinking skills when solving a problem is absolutely essential – what you decide
could impact hundreds of people and even have an effect on the financial health of the business. If
you’re not looking at it from multiple perspectives, you’re never going to be able to understand the
full impact of a decision.
When an issue arises or your industry changes, do you look at it from multiple perspectives to solve
the puzzle?
Critical thinking example 2: Risk assessment

Economic uncertainty, climate change, political upheaval … risks abound in the modern workforce,
and it’s an employee’s critical thinking skills that will enable a business to assess these hazards and
act on them.
Risk assessment occurs in a number of different scenarios. For example, a construction company
has to identify all potential hazards on a building site to ensure its employees are working as safely
as possible. Without this analysis, there could be injuries or even deaths, causing severe distress to
the workforce and negatively impacting the company’s reputation (not to mention any of the legal
consequences).
In the finance industry, organisations have to assess the potential impacts of new legislation on the
way they work, as well as how the new law will affect their clients. This requires critical thinking
skills such as analysis, creativity (imagining different scenarios arising from the legislation) and
problem-solving (finding a way to work with the new legislation). If the financial institution in this
example doesn’t utilise these critical thinking skills, it could end up losing profit or even suffering
legal consequences from non-compliance.
In construction, your employees’ ability to analyse risks is essential to creating a safe workplace.
Critical thinking example 3: Data analysis
In the digital age critical thinking has become even more, well, critical. While machines have the
ability to collate huge amounts of information and reproduce it in a readable format, the ability to
analyse and act on this data is still a skill only humans possess.
Take an accountant. Many of their more mundane tasks have passed to technology. Accounting
platforms have the ability to produce profit and loss statements, prepare accounts, issue invoices
and create balance sheets. But that doesn’t mean accountants are out of a job. Instead, they can now
focus their efforts on adding real value to their clients by interpreting the data this technology has
collated and using it to give recommendations on how to improve. On a wider scale, they can look
at historic financial trends and use this data to forecast potential risks or stumbling blocks moving
forward.
The core skill in all of these activities is critical thinking – being able to analyse a large amount of
information and draw conclusions in order to make better decisions for the future. Without these
critical thinkers, an organisation may easily fall behind its competitors, who are able to respond to
risks more easily and provide more value to clients.
Organisations are increasingly seeking employees who have the ability to analyse huge amounts of
data.
Critical thinking example 4: Talent hiring
One of the most important aspects of the critical thinking process is being able to look at a situation
objectively. This also happens to be crucial when making a new hire. Not only do you have to
analyse a large number of CVs and cover letters in order to select the best candidates from a pool,
you also need to be able to do this objectively. This means not giving preferential treatment to
someone because of their age, gender, origin or any other factor. Given that bias is often
unconscious, if you can demonstrate that you are able to make decisions like this with as little
subjectivity as possible, you can show that you possess objectivity – a key critical thinking skill.
Hiring the right talent is essential for a company’s survival. You don’t want to lose out on top
candidates because of someone’s unconscious bias, showing just how essential this type of
knowledge is in business.
What is critical Thinking?
Mention the benefits of critical thinking
Vishnu did not have to study much during high school in order to make good grades. When he
started college, he was overwhelmed by the amount of work his instructors were assigning. He
knows that he is not doing his best, but he can’t motivate himself to excel. He is passing all his
classes now, but the weeks ahead are full of tests and projects. Vishnu has started to worry that he
may flunk out. He is a first-generation college student, and his parents have sacrificed so much for
him to further his education. They were so proud when he started college. He knows they will be
devastated if he fails. Vishnu is too embarrassed to even talk about his struggles with his parents or
friends. In addition to his academic worries, Vishnu is also concerned about his finances. He had to
cut back his work hours in order to attend class. He would like to earn more money so that he can
pay for all his expenses so as not to burden his family. What advice would you give Vishnu to help
him regain his motivation and finish the semester strong?
1. Analyse the case study and identify the biggest problem or challenge confronting Vishnu.
2. Find out the three possible solutions to solve this problem
3. Evaluate the above three possible solutions

1
4. Discuss the desired outcome for the Vishnu and how will Vishnu’s situation improve if he
follows your suggestions?
A Student is caught cheating on an exam. Passing the exam is essential, since the result will
be applied to his overall pass percentage.. The teacher decides to ignore the policy of exam
and does not report the student’s cheating, and allows him to write the exam to pass.
1. What are the implications of the teacher not reporting the cheating?
2. How would you have handled this situation differently?

* * *
5. MOTIVATION
…… Believe in Yourself.
Course Content
 Importance of Motivation in real life situations.
 Internal traits for self – motivation.
 Additional skills required for running the Organization.
 Assessment Activities to improve Motivation skills.
Theoretical Concepts – Motivation:
Motivation is the word derived from the word 'motive' which means needs, desires, wants or drives
within the individuals. Hence, Motivation is a psychological phenomenon that converts abilities
into performance.
Motivation is the process which initiates, guides, and maintains goal-oriented behaviours of an
individual or a group of people.
A motive is an inner state that energises, activates, or moves and directs behaviour towards
attaining the needs and goals of individuals. A motive is an agent of motivation. A motive pushes
an individual towards an action and he or she tries hard in achieving the objectives.
Motivator is a Person or Thing or a Process which excites people to work for the attainment of a
desired object. Few common threads of motivators proven are: a Goal, an Aim, an Ambition, a
Need, a Want, a Desire. Money, Benefits, Flexible working, Chance of Promotion, Achievement,
Power, Affiliation, Security and Recognition in the Society.
‘Motivation’ in an Organisation is the process of inspiring people in order to intensify their desire
and willingness for executing their duties effectively and for co-operating to achieve the common
objectives of an enterprise.
Motivation is important for both employees and management in an organization to improve results.
Motivation attracts employees, retains employees and increases the productivity and profitability of
the business organisation.
Some important motivational theories in organisation behaviour are: Maslow's Need Hierarchy
Theory : Herzberg's Motivation Hygiene Theory ; McClelland's Need Theory ; McGregor's
Participation Theory.
Motivations may be generally extrinsic and intrinsic. Extrinsic motivation refers to factors that are
outside of the person, such as bonus, incentives, promotions, rewards, punishments, failures and
criticism. Intrinsic motivation occurs within the individual such as Personal gratification, Status,
Respect, Honour, Belonging, Love and a Feeling of accomplishment. In the end, Motivation
creates Feeling or Responsibility and Loyalty.
Leadership is external. Motivation is internal. Remember, “To become an efficient leader, you must
be self-motivated”.
Some Examples of Motivation are:

 Going to the gym to lose weight.
 Learning new skills like driving the car, organising an event, drawing a picture etc
 Playing games or sports for fun.
 Contributing the resources to needy people with no expectation of reward.
 Donating to a charity or trust.
 Volunteering social and community services.
Motivational skills refer to the actions you take to elicit a desired outcome, response or behaviour.
These skills encourage you or others to achieve your workplace goals.
Motivation skills are vital because: they change behaviour, develop competencies, make creative,
set goals, make plans, develop talents, and boost engagement.
The key skills to be developed to become a good motivational speaker are: Leadership,
Communication; Confidence; Clear articulation ; Engaging presentation ; Storytelling ; Adaptability
; Passion ; Authenticity ; Empathy and Time management
Employees can use motivation skills to increase their chances of getting positive results when
interfacing with customers, subordinates, upper management, suppliers, donors, team members,
funding sources and supervisors.
From all the above, it is clear that Motivation is a goal-oriented characteristic that helps a person to
achieve his needs and desires. However, there is no specific blueprint for motivation.
A good Motivational Speech does exactly what we need, i.e., Motivates. Motivational speeches
are delivered to inspire the minds and hearts of various set of people to pursue their own well-being.
By injecting confidence the motivator make the people in think cleverly and finally to get them to
accept and follow the necessary actions to achieve their goals.
Motivational speaking conveys a highly emotional message and its purpose is initiating an action. It
helps in overcoming the difficult situations and visualizes the opportunities toward achieving the
goals they set together.
Some of well-known Motivational Speakers in India are: Swami Vivekananda, Sadguru Jaggi
Vasudev, Guru Gaur Gopal Das, Dr. Yandamuri Veerendranath, Dr. B.V. Pattabhi Ram, Dr.
GarikapatiNarasima Rao, Deepak Chopra, Shiv Khera, Priya Kumar, Dr. Ujjwal Patni, Dr.Vivek
Bindra, Dr. Sudha Murthy and Tanishqa Gandhi.
Motivation is the key skill that can bring positive results. Motivation plays an important role in
changing the Indifferent attitudes of the employees in the organization. The presence of such a
positive and favourable attitude allows the organization to thrive and be successful. Motivation
attains stability in the work force, builds confidence among subordinates, improves work
performance, secures their loyalty, and reduces absenteeism and labour turnover. Motivated staff
cares about the success of the business and work better.
Thus, Motivation enhances the image of the organisation, attracts competent personnel to sever in
their organisations and can lead to growth for both the Personnel as well as Organisation.
Note:
1. The Lab in-charge must explain and discuss the Theoretical concepts with the students.
2. The Lab in-charge must supervise and interact with the students while doing the Assessment
Activities.
3. Students are advised to complete the activities by attaching additional papers.
Answer the following with not exceeding three simple sentences.
1. Why Motivation is so important in the success of an organisation?
2. Is a Leader, Motivator, Manager and Boss are same. Give your comment.
3. What is the aim of conducting motivational classes in the Organisations and Educational
Institutions?
4. List three examples from which you may be motived?
5. How a good motivated speech affects the personality in achieving the goals.
Assessment Activity – 2 :: Identification of Skills
(a) List six key skills to be possessed by a Motivator as per your understanding.
(b) Identify and write the skills you possessed to become a motivator with the help of lab in-
charge.
(c) The Lab in-charge may compliment the student by assessing the skills of the student with the key
skills as
(i) Better (ii) Good (iii) Enough
Write the names of Eminent Motivational Speakers for Students as well as Organizations from the
list against their pictures.
Swami Vivekananda, Dr. A.P.J. Abdul Kalam; Sadguru Jaggi Vasudev, Guru Gaur Gopal Das,
Dr. Yandamuri Veerendranath, Dr. B.V. Pattabhi Ram, Dr. Garikapati Narasima Rao, Priya Kumar,
Sandeep Maheswari; Dr.Vivek Bindra, Dr. Sudha Murthy and Tanishqa Gandhi.
You are also advised to write the Country, Field of Excellence and Achievements of the Persons.
Instruct the students to come one by one to read the quotes loudly. Write the Name of the
Motivator who spell the Quote. Assign the relevant Skill you liked in him/ her. Also specify their
Highest Achievements.
Name of the Motivator/

S. No Motivational Quote Achievements
Country/Skill you liked.
Take up one idea. Make that one idea
your life; dream of it; think of it; live
on that idea. Let the brain, the body,
1 muscles, nerves, every part of your
body be full of that idea, and just leave
every other idea alone. This is the way
to success in your life.”
The best brains of the nation may be
2 found on the last benches of the
classroom.
“Even if you lose everything, if you
3 have confidence then you can recreate
everything again, and that is success”
“There are no signboards in life; your
4 inner voice and your inner knowledge
are enough to lead you in the direction
of your highest evolution.”
“Self- motivation is about taking
5 charge of your mind and directing it to
act in the best interest of yourself”
If you are searching for that person
6 who will change your life, take a look
in the Mirror. ”
If you want to be the best, you have to
7 do things that other people aren‟t
willing to do.”
Adapt what is useful, reject what is
8 useless, and add what is specifically
your own.”
Till the full stop does not come the
9
sentence is not complete.”
“I hated every minute of training, but
10 said, „Don‟t quit, suffer now and live
the rest of your life as a champion.'”
For me, I‟m focused on what I want to
11 do. I know what I need to do to be a
champion, so I‟m working on it.”
“Life is not divided into semesters.
You don‟t get summer off, and very
12
few employers are interested in
helping you. So, find yourself.”
Assessment Activity – 5 :: Group Discussion
Watch / Read the Motivational Speech of Dr. Yandamuri Veerendranath from the web links /
books. Discuss with your group and write five salient points inspired from the Speech. (or) The
lab in-charge is advised to complete the Activity by showing the available video on Motivation.
Assessment Activity – 6 :: Tasks
(a) Individual Task:
1. Write a paragraph about your favourite Motivator preferably either from the fields of
Personality Development or Spiritual or Industries Sports. Note the key skills in him or her.
(b) Group Task:
1. Form into a group of 10 students. Identify one student from each group and ask him to give a
presentation on how to motivate the below average students to get confident in getting good
marks in the final examinations.
2. From the presentations identify the best, and award the student as the Best Motivator in the
Class.
Web Links for Reference:
1. Shiv Khera, You CanWin,Macmillan,1998

2. https://www.youtube.com/watch?v=TgGc_tUcjgk
3. https://www.youtube.com/watch?v=xp2qjshr-r4
4. https://www.slideshare.net/harveabella/7-motivation.
5. https://www.slideshare.net/readysetpresent/motivation-powerpoint
6. https://www.youtube.com/watch?v=7uzOpv89dv0
7. https://www.youtube.com/watch?v=H6o5d8MngNg.
* * *
6. LEADERSHIP
…… Nothing is Impossible.
Course Content
 Role of Leader and importance of

Leadership.
 Qualities to become a successful leader.
 Leadership skills for effective running of a
business organization.
 Assessment Activities on to improve
Leadership skills.
Theoretical Concepts - Leadership:
A leader is a person who inspires passion and motivation in the followers.
A business leader is a person who motivates a group of people in order to achieve a common goal
of the business organisation.
Leaders help themselves and his team in doing right things to achieve the common goals. . They set
direction, build an inspiring vision, and creates entirely new and exciting atmosphere in the working
place. A leader is confident and optimistic, inspires enthusiasm in the surrounding people. He
manages the changes by balancing both stability and growth of the company.
A leader will found opportunities and possibilities instead of obstacles in performing the given task
and attaining the goals of the business organisation.
A leader may be a Founder, Managing Director, Vice President of a business organisation or Chief
Executive Officer of a Multi-National Company (MNC) or General Manager of an industrial
organisation or the Editor-in-Chief of a newspaperetc.
Leaders can work toward making the vison of the enterprise a reality, with his team to achieve their
goals. They work hard to create a culture of integrity and transparency amongst his administration
which led to loyalty and higher efficiency.
Effective leaders have the ability to motivate their team, Well Communication, Handle and
Delegate responsibilities, Listen to feedback from customers and have the flexibility to solve
problems in an ever-changing workplace.
A leader make it easy for others to follow him willingfully.
Leadership is the action of leading the people in an organization towards achieving goals.
Leadership motivates employees, guides employees through the work process, builds morale,
establish company culture and ultimately helps in directing an organization's resources for
improved efficiency and the achievement of goals.
Leadership is the ability of an individual or a group of individuals to influence and guide the other
members of an organization in a manner that they strive willingly and enthusiastically towards the
achievement of group objectives.
Leadership is about mapping out where you need to go to "win" as a team or an organization and it
is exciting, inspiring and dynamic.
The key leadership skills for successful running of the organisation are: Strong Vision ; Effective
Communication ; Confidence; Relationship Building; Inspiration; Industry Expertise; Perceptive of
Problem Solving; Decision making; Team Needs; Trust worthiness ; Commitment; Time
Management ;
The most common leadership styles are: Autocratic, Democratic, Coaching, Authoritative,
Affiliative, Laissez-faire, Transformational and Servant.
Leadership is a vital management function. Leadership is not about a person or a position.

Leadership is a moral relationship between people, based on trust, obligation, commitment,
emotion, and the shared vision of the organisation. Strong leadership connects a team together for a
common purpose and builds relationships in the workplace that allow for effective communication,
more creativity and better problem-solving skills. Strong leadership encourages, motivates, inspires
and challenge your team to produce their best work.
Some of well-known business leaders in India are: J.R.D Ratan Tata, Anand Gopal Mahindra; Indra
Nooyi; Sanjiv Bajaj, Adi Godrej, Lakshmi Niwas Mittal, Azim-Premji ; N. R. Narayana Murthy,
Mukesh Ambani, Satya Nadella, Shiv Nadar; Kiran Muzumdar Shaw; Priya Paul;
Some of well-known business leaders in abroad are : Jeff Bezos, Tim Cook, Sundar Pichai, Bill
Gates, and Steve jobs, Warren Buffett, Sheryl Sandberg, Bob Iger, Mary Barra and Elon Musk.
Thus, Leaders and their Leadership skills play an important role in the growth of all successful
business organizations.
Note:
2. The Lab in-charge must supervise and Interact with the students while doing the Assessment
Activities.
1. Who is a leader?
2. Is a leader and a business leader are the same. Give your comment.
3. Define leadership?
4. State the activities of good leadership?

5. A strong leadership is necessary for successful running of organisations. Justify the
statement.

(a) List six key skills a Leader must possess as per your understanding.
(b) Identify and write the Leader skills you possessed with the help of lab in- charge.
skills as
Write the names of Eminent Business Leaders from the list against their pictures. The student is
advised to write their Country, Name of the Organisation and their position in that organisation.
Azim-Premji, ; J.R.D Ratan Tata, Jeff Bezos, Indra Nooyi; Mukesh Ambani, Arundhati
Bhattacharya ; Satya Nadella, Anand Gopal Mahindra; Kiran Muzumdar Shaw; Tim Cook; Sundar
Pichai, Priya Paul;
Instruct the students to come one by one to read the quotes loudly. Write the name of the Leader
who spell the quote. Assign the skill you liked in him/ her. Also specify their Highest Achievements.
S.No Leadership Quote Name of the Leader / Achievements

Country/ Skill you liked.
“The success of a young leader will be the
1 key to India’s transformation in the new
millennium.”
“In business life, if u have commitment,
2 dedication and passion for what your are
doing, you be the Leader.”
“Leadership is hard to define and good
leadership even harder. But if you can get
3
people to follow you to the ends of the
earth, you are a great leader.”
“A great leader also has the ability to
4 make the people an inch taller in his
presence.”
“Innovation distinguishes between a
5
leader and a follower.”
“If u want to make everyone happy , don’t
6
be a leader.”
“If your actions inspire others to dream
7 more, learn more, do more and become
more, you are a leader.”
“A leader should be a visionary and have
8
more foresight than an employee.”
Assessment Activity – 5 :: Individual Assessment
This self-assessment questionnaire is designed to measure your authentic leadership by assessing

four components of the process: self - awareness, internalized moral perspective, balanced
processing, and relational transparency. By comparing your scores on each of these components,
you can determine in which you have stronger and weaker components in regard to your overall
authentic leadership score.
You can interpret your authentic leadership score (the total score) using the following guidelines:
Very high = 64 -80; High = 48-64; Low = 32-48 ; and Very low = 16-32.
Scores in the upper ranges indicate stronger authentic leadership, whereas scores in the lower
ranges indicate weaker authentic leadership.
Assessment Activity – 6 :: Group Discussion
Watch / Read the Leadership Lessons of J.R.D Ratan Tata from the web links / books. Discuss
with your group and write five salient points inspired from the Lesson. (or) The lab in-charge is
advised to complete the Activity by showing the available video on Leadership.
Web-Links for Reference:
1. Ratan Tata: The visionary - The Hindu BusinessLine; www.thehindubusinessline.com.
2. Leadership: Sir Ratan Tata - Tech News (IIT) ; www.technewsiit.com.
3. 8 Leadership Lessons of Sir Ratan Tata You Wish; www.linkedin.com .
4. https://www.youtube.com/watch?v=dnbNqkbLmEY.
* * *
7. TEAMWORK
…… Together We Can.
Course Content
 Importance of Teamwork.
 Benefits in working as team for common goals.
 Building a good team for increasing the
Productivity of an organisation.
 Assessment Activities for improving the
teamwork among the employees / Students in
an organisation.
Theoretical Concepts – Teamwork
A Team is defined as “people organized to function cooperatively as a group.”
A Team is a group of people bearing the same ideologies that fuel their ability to work together to
achieve common goals.
The purpose of a Team is to determine how a unique set of people can use their skills to accomplish
a goal at a specific time.
The characteristics of a team are: Common commitment; Common Purpose; Specific performance
goals; Complementary skills; Commitment to work with others; and Mutual accountability.
The key skills that are essential for complete the task as a team in academic and professional
success are: Strategic or Open Communication, Leadership, Responsibility, Honesty, Problem-
solving, Active Listening, Empathy, Accepting the Diversity Collaboration, Team management,
Brainstorming, Awareness, Unlocking Creativity, Critical thinking, Positive Outlook to Change,
Patience, Compromise,
The well-known examples for working as a team are: Project works in educational institutions and
business organisations, Games and sports, fun activities, television shows etc.
A group can be defined as two or more interacting and interdependent individuals who come
together to achieve particular objectives. The main difference between a group and a team is
that the members of a group share common characteristics whereas members of a team share a
common goal or purpose. A team is a group, but not every group is a team.
Teamwork is the collaborative effort of the individual persons to achieve a common goal or to
complete a task in the most effective and efficient way.
Communication Trust and Effective Leadership are the key elements for the success of an
effective teamwork.
The power of an individual is in-sufficient to solve complex problems arising at work places which
may be beyond the scope of their capacity. Teamwork on various projects and works reduce the
workloads of all personnel (employees as well as students) by sharing the responsibilities and ideas
mutually. They learn more, know the likes, dislikes, strengths, and weaknesses while working
together and develop possessiveness with respect to each other.
Teamwork is selfless and focuses on the end goal. Teamwork runs on the concept that the whole
is greater than the sum of its parts.
The teamwork can be improved in the workplaces and business organisations by adopting the
following steps: Define the purpose of forming the team and the overall outcome from the team ;
Set expectations from the beginning; Assemble the team; Respect the team members as individuals;
Determine the goals; Engender connections within the team; Involve leaders in corporate
communication and motivation for developing positive attitudes; Monitor and Review at key stages;
Celebrate and Reward the success with the teams.
The different styles of teamwork that are suitable for most effective functioning of organisations
are: Functional teams; Cross-functional teams; Self-managed teams; Troubleshooting teams;
Project teams and Task-force teams.
Examples of Teamwork in Sports are: Basketball, Volleyball, Rugby, Cricket, and Hockey.
Team Building is the process of bringing in like-minded individuals, who are contributing
individually for the shared goals.
The benefits of team building include increased communication, planning skills, employee
motivation, and employee collaboration. People are more likely to take calculated risks that lead to
innovation if they have the support of a team behind them. Working in a team encourages personal
growth, increases job satisfaction, and reduces stress among the individuals.
The major organisations that are succeed by building and working as a good team are: The Java
Development Team at Sun Microsystems ; Ford Motor Company; The Google Team; Walt Disney ;
Wikipedia and in India the famous Mumbai Dabbawalas.
Teamwork in the students helps in the development of communication and social skills. They
include effective speaking and active listening.
Teamwork is important for Educational Institutions as well as Business Organizations by building

strong individual relationships. Teamwork encourages the people to use their individual skills with
cooperation, providing constructive feedback, despite any personal conflict between them.
Teamwork can generate a sense of trust and loyalty amongst employees. The integration of
individuals as a team maximizes personal values, enhances individual perspectives, experience, and
creates better solutions for existing problems. Thus, Teamwork is essential for individual students
and employees for attaining higher results and success of an organisation.
Note:
1. The Lab in-charge will explain and discuss the Theoretical concepts with the students.
2. The Lab in-charge must supervise and interact with the students while doing the Assessment
Activities.

1. What is team work and team building?
2. Is a group and team are the same. Give your comment.
3. List the key steps to build and maintain a strong, cohesive and effective team?
4. List the skills which made an individual as a team?
5. A strong team building and teamwork is sufficient for running an organisation successfully.
Justify the statement.
(a) List six key skills to be necessary for a good team building as per your understanding.
(b) Identify and write the teamwork skills you possessed to become a part of a Team with the
help of lab in- charge.
skills as
Write the names of Eminent Teams from various Fields in the pictures. Write the Team Names,
their Country, Team leader and the Field they belongs to .
Instruct the students to come one by one to read the quotes loudly. Write the name of the Person
who spells the Quote. Assign the skill you liked in him/ her. Specify their Highest Achievements.
Name of the Person /

S. No Quote Spelled Achievements
"None of us, including me, ever do
great things. But we can all do small
1
things, with great love, and together
we can do something wonderful."
“Talent wins games, but teamwork
2
and intelligence win championships."
"Coming together is a beginning,
3 staying together is progress, and
working together is success."
"Alone we can do so little; together we
4
can do so much."
“Find a group of people who challenge
and inspire you, spend a lot of time
5
with them, and it will change your life
forever.”
“Individually, we are one drop.
6
Together, we are an ocean.”
“A happy team builds a happy
7
product.”
“Not finance, not strategy. Not
technology. It is teamwork that
8 remains the ultimate competitive
advantage, both because it is so
powerful and rare.”
“Great things in business are never
9 done by one person; they're done by a
team of people."
“The strength of the team is each
10 individual member. The strength of
each member is the team.”
Assessment Activity – 5 :: Self-Assessment

Go through the questionnaire / Statements to know your Perception on teamwork. The
primary aim of the questionnaire is to introduce the students to new classmates or teammates
by reducing the awkwardness of meeting several new people at the work place or in the
colleges.
1. Assume you are one of the member in a team, Say Yes or No to the following questionnaire
Honestly. .
2. While answering the students are advised to sit distinctly.
3. The end result is the student assesses himself how best he is willing to work as a part of
team.
4. Identify the group the students who answered the same.
1. Your team is united for a common goal.

2. Your class members have good awareness about their role as a team member.
3. Are roles and responsibilities of the team members clearly defined?
4. You and your classmates prefer paying for workshops on teamwork?
5. Does every member of your team have the same understanding of the team's purpose?
6. Do members of your team take time to build connections with each other?
7. Will you prefer working in team because it reduces your work load?
8. Is the team willing to take chances together?
9. Are all members of your team enabled to contribute their ideas and talents?
10. Your team have diverse opinions and perspectives.
11. All the team members are having time to celebrate the "small wins" in the work.
12. Are the team members feel accountable for the result unexpected?
13. The concept of your Team is “doing it fast” rather than “doing it well".
14. Your thinking is your team is able to debate ideas and find the best answers together.
15. Does the team take decisive action and keep things moving forward?
16. Are members of the team setting aside ego and personal authority in completing the given
task?
17. Has the team communicates transparently and in a timely manner?
18. Do group assignments make you unnecessary busy?
19. Do you think that working as a team enhances the individual skills?
Assessment Activity – 6:: Tasks
1. With respect to Assessment Activity- 4, ask the students to choose the quote they like best.
Divide them into smaller teams according to the chosen quote (i.e., who liked quote #1 as team
-1, etc.). One student from each team should be prepared to tell the reason they liked it the
best.
2. Watch / Read the importance of the Team Work in achieving the success preferably either
from the field of sports or from the industries concerned or as given by your lab in-charge.
Discuss with your teammates and write five salient points inspired from their Success. Note
the skills in the team which helps them in achieving the success.
* * *
8. PROBLEM SOLVING AND DECISION MAKING
…… Life is a Problem and Living is the Solution.
Course Content
 Importance of Decision Making and Problem Solving.

 Skills of Decision Making and Problem Solving.
 Approach the right solution in solving the situational problems in organisations.
 Assessment Activities to enhance Problem Solving and Decision Making skills.
Theoretical Concepts - Problem Solving and Decision Making:
Problem exists whenever there is a difference between what is

actually happening and what the individual or the organization
wants to be happening.
Problem solving is an analytical process used to identifying a
problem, developing possible solutions as per the situations,
taking the appropriate course of action, implementing and
evaluating the results.
In the business world, a problem is a situation that creates a gap between the desired and
actual outcomes. In addition, a true problem typically does not have an immediate viable
solution.
Problem solving is the process of taking corrective action in order to meet the desired
objective of the individual or the organization.
A well-defined problem can be solved easily and saves time, money and resources of the
business organisations. Every business person needs to develop the ability of defining the
problems, or challenges, to become master in this indispensable skill.
Problem-solving is an essential skill for managers and all senior officials of industrial
organizations. The persons having good problem-solving skills are the most valuable and
trusted assets of all business organizations. These people think of new ideas, better ways of
doing things, make it easier to work under any situations and also helps in saving time and
money for both customers and also to their working organizations.
Problem solving skills refers to the ability of solving problems in an effective and timely
manner without any impediments.
Problem-solving is a soft skill (a personal strength) rather than a hard skill that's learned
through education or training. The problem-solving skills are mostly learned from the
experienced employees.
The Key Problem-Solving skills are: Active listening; Analysis; Research; Creativity;
Communication; Decision-making and Team-building;
Leaders with an aptitude for problem-solving have the ability to analyze, diagnose and deal
with problems effectively. Problem solving training is an intervention tool that helps
managers and employees to develop critical thinking skills in sharpening their logic,
reasoning, and problem-defining capabilities.
Decision making is a mechanism for making choices at each

step of the problem-solving process.
Decision-making can be defined as the process of selecting a
right and effective course of action from two or more
alternatives for the purpose of achieving the desired result.
Decision Making is a part of Problem Solving. Decision-
making is the essence of management. Decision making is a
tool that can be used to solve a problem.
Decision making skill is the ability of selecting the best outcome in the shortest time from all
the available alternatives that a situation or a problem has.
The Key Decision-Making skills are : Problem-solving ; Leadership ; Reasoning ; Intuition;
Teamwork ; Emotional Intelligence; Creativity; Time management; Active Listening ;
Interpersonal Skills ; Collaboration; Logic; Critical Thinking.
A decision maker is the person or group of individuals who is responsible for making
strategically important decisions. A good decision-maker chooses actions that give the best
outcome that positively impact themselves, their employees, their customers, stakeholders,
and their organizations. They are unbiased and take the decision-making process with an
open mind, after researching alternatives and understanding the consequences. The
consequences of decisions can be positive, negative, or a combination of both. These
consequences can be immediate or long-lasting.
Good decisions don't always have a good outcome, just as bad decisions don't always have
bad outcomes. Sometimes bad outcomes happen to good decisions and good things happen to
bad decisions.
The business decision-making process is a step-by-step process allowing professionals to
solve problems by weighing evidence, examining alternatives, and choosing a path from
there. This defined process also provides an opportunity, at the end, to review whether the
decision was the right one.
The techniques involved to improve the problem solving and decision making are:
1. Identify and define the problem.
2. Look for Root Causes.
3. Structuring the problem.
4. Analyse the Problem.
5. Develop Alternate solutions.
6. Evaluate the alternatives.
7. Decide one right solution.
8. Implement the solution.
9. Evaluate the Results.
The key difference between problem solving and decision making is that solving problems is
a process, whereas making decisions is an action based on insights developed during the
problem-solving process.
Problem-solving and decision-making are important skills for the business and the life. Both
are helpful for the organisations to navigate a variety of situations that might come up at work
places. Both problem-solving and decision-making involve critical thinking. High quality
and speedy decision-making enhance the performance of an organization Thus, a good
decision in problem solving can increases productivity and enhanced time and resource
management. As a result, organizational goals or objectives can be achieved as per the
desired result. This can ultimately lead to quicker and more effective achievement of goals.
Note:
2. The Lab in-charge must Supervise and Interact with the students while doing the
Assessment Activities.
1. What is a problem and why a problem exists?
2. Define problem solving and decision making?
3. What is the key difference between problem solving and decision making?
4. Why the problem solving and decision making skills are so important for a manager?
5. Write the techniques involved in improving the problem solving and decision making
processes?
6. A good decision in problem solving increases the productivity of the organisation.
Justify the statement.

(a) List six key skills to be possessed by an employee / employer working in an
organisation in problem solving and decision making process as per your
understanding.
(b) Identify and write the skills you possessed in problem solving and decision making
process with the help of lab in- charge.
(c) The Lab in-charge may compliment the student by assessing the skills of the student (b)
with the key skills (a) as
(i) Better (ii) Good (iii) to be Lean
Instruct the students to come one by one to read the quotes loudly. Write the name of the
Person who spells the quote. Assign the skill you liked in him/ her. Specify their Highest
Achievements.
Name of the Person /
S.No Quote Achievements
“The difference between what we do
1 and what we are capable of doing
would suffice to solve most of the
world's problems.”
“I don’t believe in taking right
2 decisions. I take decisions and then
make them right.”
3 “A problem well stated is a problem
half solved.”
“Critical Thinking narrows and
4 creative thinking expands, but they
must work in tandem for problem
solving and decision making.”
“We cannot solve our problems with
5 the same thinking we used when we
created them.”
“I am not a product of my
6 circumstances. I am a product of my
decisions.”
“The problem is not the problem.
7 The problem is your attitude about
the problem”
“Never bring the problem solving
8 stage into the decision making stage.
Otherwise, you surrender yourself to
the problem rather than the solution.”
“Decision making and problem
solving are not the same. To solve a
9 problem, one needs to find a
solution. To make a decision, one
needs to make a choice.”
“There are three solutions to every
problem: accept it, change it, or leave
10 it. If you can't accept it, change it. If
you can't change it, leave it. ”

Go through the questionnaire to know your problem-solving skills. Check the result at the
end to know whether you shined or work more to fill in the skill gaps.
1. In a rainy day at late night, you are driving a car which suddenly breaks down. You
have no knowledge of repairing and unable to make a call as your mobile is out of
charging. The nearest town is around 10 km away and no one is found to help. How
do you feel and what do you do?
a) I got angry and kick the car. I want to sleep in the car. In the morning, I wait till
another vehicle appears on the road and ask the persons in that vehicle for help.
b) I feel unhappy and anxious. I sleep in the car. In the morning, I wait and hope that
someone will come to help me.
c) I frustrated and behaves like a mad person. I think that all are happening to me only in
this night. I realise that travelling in remote places in the night is not preferable. I
stepdown from the car and wait for any vehicles to past me. I then ask for a ride into
the town or ask if I can use their phone to ring my family members for the support.
d) l feel annoyed, but I try to work out a solution. I will start walking towards the town
as it will take to me a few hours to walk 10 km. In the town, I can find a way to
contact my family members for the support.
e) I keep calm and get the car manual out to see if any repair work I will do. I also keep
an eye on the road for the movement of any vehicles. If anyone stops, I will ask them
for repairing my car or to ring my family to support. If they cannot help, I will wait
with the car till the morning, then walk into the nearest town for repairing the car.
2. Some money kept in the room is stolen and the boss is looking for everyone to help
in sorting the problem. What would you do in this situation?
a) I sit normally and leave the problem to my boss for sorting.
b) I stay quiet as I haven’t enough money to contribute.
c) I express my opinion depending on my position in the team.
d) I encourage my teammates to think of the team but not their individual needs.
e) I behaves as a leader and bring everyone together to find a solution.
3. It is more important to separate the facts from assumptions or opinions while

defining a problem. Imagine you are providing services to the customers in your
city. One day, a regular customer cancels his service order. Your boss wants to
know the reason. How will you tackle the situation?
a) I show my unwillingness to talk with the customer. I told my boss that they are not
interested.
b) I would not ask the customer directly. But, I approach his friends or neighbours to
know the reason.
c) I send SMS to the customer what the problem with the service but I would not expect
a response.
d) I would contact the customer by phone and ask if there is any problem in our services.
If so, I would try to find out the solution and satisfy them.
e) I would go physically to talk with the customer. I told him that he is one of our
favourite customer and we felt sorry for cancelling his order. I would very much
concerned to provide the service to him by resolving the problem he faced in that
service.
4. You are facing a problem that is not so easy to express. How would you feel and act
in that situation?
a) I felt angry and I simply ignore the problem.

b) I would feel worried. I would not confident to express the problem do nothing and
hope things will sort themselves out.
c) I would feel concerned. If the problems is caused by me, I would probably try and sort
it out. If it’s not my problem to sort, I would tell someone else about it.
d) I would feel responsible and feel like I should do something about it. I would try and
solve the problem with the help of my friends.
e) I would feel interested. I really like to solve problems; it gives me a real sense of
satisfaction.
5. Imagine you are appointed as in- charge for organising a felicitation function in
your organisation. The manager comes into the function hall and expresses his
dissatisfaction on the decorations and wants them changed right away. You have
two hours left before the guests arrive. How will act in this situation?
a) Ignore the manager words. You think It is too late to make any changes.
b) I get upset and try to explain the efforts I put for the decoration. Still, I would like to
sort out his request but there is not enough time left to change as per his wish.
c) I feel a mix of frustration and worry. I do what I can in the remaining two hours to
make the decoration a little more attractive.
d) I consult with my experienced staff for sorting out a solution. I then give instructions
to the rest of the team for making alternations.
e) I call the whole team involved in the decoration of the hall to a 10 minutes meeting to
ascertain the possible ideas. We pick one right decision, then I get everyone to make
the changes as quickly as possible.
6. How would you describe your approach to solving problems?

a) I will simply ignore the problem.
b) I worry about the problems because I am not enough confident in solving them. I
mostly believing that problems will sort themselves out or someone will come to sort
my problems.
c) What may be complicated or big the problem is, I have an OK approach.
d) I usually think through problems before acting. I could get better at brainstorming
more options so I can find smarter solutions.
e) I approach problems carefully and with a well-thought out plan. I am quite creative
with ideas and options, and I am reasonably confident at being able to select the best
idea and act on it.
7. Do you take responsibility for problems that you’ve made?

a) Not at all. If anyone take responsibility, that is fine for me.
b) Not really. I don’t like the weight of responsibility. I feel crushed by it.
c) I guess so. I will reluctantly take responsibility if I created the problem. So I am
always keen to share the responsibility.
d) Yes. I am happy to own up and accept the consequences.
e) Yes. I am pretty good at accepting responsibility for the problem and for coming up
with a solution.
8. Sometimes decisions are not easy to make. For instance, After Sunday you are
feeling too tired to go to work on Monday morning. You know this will pressures on
your workmates to make up for your absence and also lower your pay than normal
because you already used all your leaves. Do you go for work or stay at home?
a) I do what is best for me. I would to look after myself as nobody with me.
b) I argue with myself. I know what the right thing to do is, but I would probably stay in
bed and spend the day feeling guilty for letting other people down.
c) If the workmates are closer to me, I would probably make the effort to get up and go
for work. If not, I would stay in bed and face the consequences.
d) I drag myself out of bed and go in to work and do the work slowly for the day.
e) I go for work living my values and caring for my family is important.
9. Being impulsive means jumping into things without knowing the possible
consequences. . How good are you at thinking through consequences before you act.
a) Thinking? I prefer to act first then deal with the consequences later.
b) Not so great. I get nervous when making decisions.
c) Depends. I try to think before I act. I would probably react without thinking it through
properly.
d) Pretty good. I mostly think before I act.
e) I am not interested in the above choices.
10. Being able to ask for advice is a critical skill, both in life and at work. How good are
you at asking for advice?
a) Terrible. I do not like advices from others.
b) Not great. I am a little bit shy to ask advices.
c) OK. Depends on the relationship I have with the person I would take the advices.
d) Pretty good. Even though It is not something I enjoy, still I will take it if necessary.
e) I am absolutely fine with asking for advice. It also shows that I’m interested in doing
a good job.
RESULTS: The problem solving skills as per your answers are:

1. Choice (a) are more: You are about to learn. You really need to work on your
critical thinking, problem solving and decision-making skills. Approach your
teachers; they will guide you how to enhance your thinking and decision-making
skills to solve problems in the real life.
2. Choice (b) are more: You are in learning Stage. You usually feel anxious, fearful or
nervous about problems and having to use your decision making and thinking skills to
solve them. Approach your teachers; they will guide you how to be more confident
with your thinking and in your decision-making. You can handle the problem solving
situations.
3. Choice (c) are more: You are Fair. Your approach depends on the situation. You
should practice trying to solve the problem how big it is to lead the group. The
Teacher can help you better in using your thinking and decision-making skills to solve
the difficult problems.
4. Choice (d) are more: You are Pretty Good. You are using thinking and decision-
making skills to solve problems, but you might need to work a little more on
weighting up all your options when trying to solve a problem. The Teacher will give
you some important tips on the problems solving options so you can tackle them with
no stress.
5. Choice (e) are more: You are Better. You have maximum confident at using your
problem-solving, decision-making and thinking skills. Keep it up for getting best
results at work. Observe your experienced staff to see how you could develop these
skills to utmost extent so that no problem is too big for you to tackle.

Go through the statements to know your decision making skills. Check the result at the end to
know whether you shined or work more to acquire these skills.
1. Answer them as (a) Strongly agree (b) Agree (c) Disagree.
2. Each correct answer carries two marks and wrong answer carries negative two
marks.
3. The answers are not validated.
1. I make decisions in a logical and systematic way.

2. When making a decision, I consider various options in terms of a specified goal.
3. When making a decision, I trust my inner feelings and reactions.
4. I double-check my information sources before making decisions for its validity.
5. I generally make decisions that feel right to me.
6. I usually have a rational basis for making decisions.
7. When making decisions, I observe the present situation.
8. I postpone decision-making if possible at the instant.
9. I avoid making important decisions until the pressure is on.
10. I put off making decisions because thinking about them makes me uneasy.
11. I generally make important decisions at the last minute.
12. I often need the assistance of other people when making important decisions.
13. If I have the support of others, it is easier for me to make important decisions.
14. I can make quick decisions without interference of others.
RESULTS: The decision making skills as per your answers are:

(a) If the final score is more than 20 you are better at taking right decisions.
(b) If the final score is more than 12 you are good at taking right decisions.
(c) If the final score is less than 10 you have to acquire decision making skills.
Answers: SA; SA; A; SA; A; A; A; D; D; D; D; SA; D; D.
Assessment Activity – 6 :: Tasks

(a) Group Task:
1. Form into a group of 10 students. Instruct each group to write one problem they are
facing either in the college or outside the college or take the suggestion of your lab in-
charge.
2. Present the problems of each group by calling one student from each group.
3. Instruct all groups to prepare the solutions for all the described problems.
4. Make the best decision from the available alternatives collected from the groups.
5. Adopt the solution and check whether the problem is solved successfully.
6. Identify the successful group and award them as the Best Decision Making and
Problem Solving Group of the Class.
* * *
9. ORGANIZATIONAL SKILLS
…… Shortens the Way to Your Goal
Course Content
 Organization skills required for an employee.

 Selection process adopted by the
organizations.
 Concept of Transactional and
Transformational Leadership.
 Managing the Conflicts.
 Assessment Activities to improve
Organisational skills.
Theoretical Concepts : Organization Skills
1. ORGANIZATION SKILLS FOR AN EMPLOYEE:
Organizational skills are the abilities that focused on different tasks, and use your time, energy,
strength, mental capacity, physical space, etc. effectively and efficiently in order to achieve the
desired outcome.
If you’re a well-organized person, you will remain well-organized regardless of the job you’ll be
doing. It's one of the soft skills you'll bring with you to any position. And it's featured as an
important employability skill for any employer.
Why are organizational skills important?

Strong organizational skills are important for a variety of reasons, but they all have one common
denominator:
 They turn you into an efficient and effective employee.
 And this is exactly why employers value strong organizational skills so much. You have the
right set of hard skills but without strong organizational skills, your productivity plummets.
 That's why both hard skills and soft skills matter in order to be a top-notch employee.
Collaboration: Your success may depend on how effectively you can organize your collaboration
with others. Plus, it’s just as vital to identify who to collaborate with and on what projects.
Communication: Disorganized and hectic communication will damage your productivity. You
must speak and write in a clear manner to be sure your message is understood. This means
your communication skills and active listening skills must be up to par to achieve success in the
workplace.
Teamwork: Organizing work in a group of people is just as essential as selecting the right people to
build a team in the first place. If your organizational skills are up to snuff, you’ll be able to put
together a team of exceptional talents and achieve synergistic results while boosting your leadership
skills.
Delegation: In fact, your delegation skills are related to your teamwork skills. Well-organized
individuals know what they can do themselves, and what they need to delegate to other team
members to achieve the best results. It also shows you have a strong set of interpersonal skills.
Planning: We can easily say that the most important part of a well-organized undertaking happens
before anything else even takes place. The ability to plan is arguably the most important attribute of
any person who claims to have strong organizational skills.
Prioritizing: Being able to give priority to your tasks is far more important than checking off items
on your to-do lists. If you can identify roadblocks ahead, break complex projects into smaller
components and assess their impact on the outcome, you’re building your project management
skills and developing strong problem-solving skills when something doesn't go as planned.
Presently three Organizational skills are discussed

1. How the Organizations test the employability skills and select the employees
2. Transactional and Transformational leadership qualities
3. Conflict management
Selection Process
The selection process can be defined as the process of
selection and shortlisting of the right candidates with the
necessary qualifications and skill set to fill the vacancies in
an organisation. The selection process varies from industry
to industry, company to company and even amongst
departments of the same company.
The general selection process followed by any organization:
1. Receiving Applications: Potential employees apply for a job by sending applications to the
organisation. The application gives the interviewers information about the candidates like
their bio-data, work experience, hobbies and interests.
2. Screening Applications: Once the applications are received, they are screened by a special
screening committee who choose candidates from the applications to call for an interview.
Applicants may be selected on special criteria like qualifications, work experience etc.
3. Employment Tests: Before an organisation decides a suitable job for any individual, they have
to gauge their talents and skills. This is done through various employment tests like Technical
tests, intelligence tests, aptitude tests, proficiency tests, personality tests etc.
4. Employment Interview: The next step in the selection process is the employee interview.
Employment interviews are done to identify a candidate’s skill set and ability to work in an
organisation in detail. Purpose of an employment interview is to find out the suitability of the
candidate and to give him an idea about the work profile and what is expected of the potential
employee. An employment interview is critical for the selection of the right people for the right
jobs.
5. Checking References: The person who gives the reference of a potential employee is also a
very important source of information. The referee can provide info about the person’s
capabilities, experience in the previous companies and leadership and managerial skills.
6. Medical Examination: The medical exam is also a very important step in the selection process.
Medical exams help the employers know if any of the potential candidates are physically and
mentally fit to perform their duties in their jobs.
7. Final Selection and Appointment Letter: This is the final step in the selection process. After
the candidate has successfully passed all written tests, interviews and medical examination, the
employee is sent or emailed an appointment letter, confirming his selection to the job..
Importance of the Selection Process
1. Proper selection and placement of employees lead to growth and development of the company.
The company can similarly, only be as good as the capabilities of its employees.
2. The hiring of talented and skilled employees results in the swift achievement of company goals.
3. Industrial accidents will drastically reduce in numbers when the right technical staff is employed
for the right jobs.
4. When people get jobs they are good at, it creates a sense of satisfaction with them and thus their
work efficiency and quality improves.
5. People who are satisfied with their jobs often tend to have high morale and motivation to
perform better.
Assessment Activity - 1
1. What is meant by Organizational Skills?
2. List out various Organization skills required in work space

1
2. Define Selection Process
3. Write various steps involved in selection process
4. Ask the students to prepare the resume

Interview Skills
The keys to a successful interview are preparation and practice. The following
suggestions will help you prepare for an interview:
Self-evaluation It is important for you to think about yourself and your past experiences in
order to be ready to articulate what you have to offer an employer. Consider the following
topics:
 How your present and past experience relate to the position

 Your current and future career goals
 What skills and expertise you have to offer
 The skills that you would like to develop or improve
 Location, salary, and lifestyle priorities
 Kinds of people and environments you prefer
 Past experiences you want to highlight such as volunteer work,
hobbies and travel.
Before the Interview
Research the Company - A company's website is an excellent place to begin. It

usually gives you information on whether it is international or domestic, what
its revenues are, how many locations it has, and the nature of its major products.
Most companies are very proud of their websites. Don't be surprised if one of the
first questions interviewersask when you arrive is, "Have you have had a chance
to look at our website?"
Practice interviews - Write down a list of possible questions that you think may be asked, then
have a friend act as an interviewer and direct them to you in a practice interview situation. Don't
stop until you feel comfortable answering each question. Practicing beforehand will make you
feel more comfortable and relaxed during the interview.
Dress Professionally - In today's environment, wearing a suit isn'talways

necessary. Contact the HR Manager of the company or your recruiter, and find
out what the dress code is for the company at which you are going to
interview. Then dress one level above. For instance, if it is business casual,
men can wear dress pants, dress shirt, and sport coat. Women can wear a
pantsuit, dress, or a skirt and blouse. Visual impressions are very important.
Arrival - Try to arrive at the interview location a little early. This

gives you time to determine where you need to go, and will give you a
few minutes to collect your thoughts. DO NOT arrive late. Nothing
destroys your chance at impressing an employer more than arriving late
and offering no explanation. If you learn at the last minute that you are
going to be arriving late at the interview, call and let the interviewer
know. Interviewers understand that things can come up suddenly. You
are never considered late if you call and make them aware of the fact.
During the Interview
First impressions - First impressions take only thirty seconds.

Establishing rapport, direct and sustained eye contact, a firm handshake, a
warm smile, good posture, and introducing yourself in a confident manner
are important ingredients. A well-groomed, professional appearance is
critical. Greet the interviewer with a firm handshake, whether it is a
woman or a man. (No one likes a weak handshake.) Always maintain eye
contact while shaking hands.
Smile - A smile denotes confidence in a candidate. Try to smile often. Also, don't be afraid to
use some hand animation while answering questions. This suggests enthusiasm in a candidate.
Body Language - Use good posture, and look the interviewer right in the eye. Sit up straight.
Never slouch.
Speak Clearly - Don't mumble. It portrays a lack of confidence. Speak with assurance. This
indicates confidence.
Listen Before Answering - Allow the employer to begin the
interview, but be prepared with some opening statements orquestions.
Make sure you understand the question. If not, ask the interviewer to
clarify it. Don't be afraid to take some time to think before answering.
Interviewers are impressed with someone who thinks out an answer before
speaking.
Give Brief Answers - Make your answer concise and to the point. Rambling tends to suggest
that you really don't have the answer to the question(s) asked.
Previous Employers - Never, ever say anything negative about your present or previous
employers. No matter how much you may have disliked someone, find a way to give your
experiences a positive spin.
Be Truthful - Don't lie when asked about something you haven't done. The next question will be
"tell us about it."
Know Your Resume - Be prepared to talk about every fact that is on your resume. Many
people embellish their accomplishments on their resumes. Avoid this, since the only point of
reference an interviewer has about you is the resume you provide to him/her beforehand.
Keep things at a professional level - Sometimes near the end of an interview, the two parties
start feeling comfortable with each other. Don't let this comfortable feeling leadyou to telling
them something about yourself that they really shouldn't know. Always keep things at a
professional level.
After the Interview
Back in Touch - Ask the interviewer when s/he expects to get back to you on her/his decision.
Get Everyone's Business Card - Before you leave, be sure to get the business
cards of all of the people with whom you visited. If you cannot do that, ask a
secretary for their names and e-mail addresses.
Thank the Interviewer - Verbally thank the interviewer for taking the time to
interview you, before leaving.
Behavioral Questions
It is estimated that 80% of the interview is made up of behavioral questions. This type of
interviewing is based on the philosophy that a detailed analysis of the way you acted in certain
circumstances in your previous job will give a reliable indication of the way you will act in your
new job too.
Behavioral questions will be experience-based and you need a lot of practice to be able to answer
them in a satisfactory manner.
STAR Technique
To answer Behavioral Questions, employ the STAR technique −
 S = Situation − (recall an incident in your life that suits the situation)

 T = Task − (recall an incident in your life that suits the task)
 A = Action − (mention the course of action you opted to address the situation or task)
 R = Result − (mention the result of your action and the outcome)
Note: these are only sample interview answers meant to give a general idea on the approach
to Behavioral Interviews. You need to formulate your own answers to suit the context and
scenario asked in the question
1. Tell me about an incident where you worked effectively under pressure.
2. Describe how you handle disagreement.
3. Explain a situation when you explained a complex idea simply.
4. Describe a time when you had to adapt to a change at work.
5. Describe a time when you made a mistake.
6. Describe a time when you delegated tasks to team-mates.
7. Describe when you were blamed for somebody else’s mistake.

8. Describe a difficult situation that you faced and how you handled it.
9. Give me an example of a difficult problem you solved. How did you solve this problem?
10. Tell me about a mistake that you’ve made. How did you handle it?
Assessment Activity -3:: General Interview Questions
Compared to Behavioral Questions that deal with your situation-handling in a past scenario,
Traditional or General Interview Questions tend to be more hypothetical. They can be asked in
any interview and they don’t specifically cater to any particular job responsibility.
It is always advisable to memorize a few keywords on the company’s needs, problems, or goals.
Make sure you visit the company’s website before the interview to uncover the needs of this
specific job profile, instead of the generalized needs of the industry.
Sample General Interview Questions
1. Tell me about yourself.
2. What are your greatest strengths?
3. What are your weaknesses?
4. Tell me about an incident you are ashamed of speaking about
Assessment Activity -4:: Brain-teaser Interview Questions

A brainteaser is a form of puzzle that requires thinking in unconventional ways with given
constraints in mind; sometimes it also involves lateral thinking. On a general scale, the most
obvious answers are almost always the incorrect ones.
Sample Brainteaser Interview Questions
1. Describe the Internet to someone who woke up from a 30-year coma.
2. A scientist puts a bacteria in a petri dish at exactly noon. Every minute, the bacteria divides
into two. At exactly 1 pm, the petri dish is full. At what time was the dish half full?
3. "Who is the smartest person you know personally? Why?"
4. Why are manhole covers round and not square?
5. Sam’s mother had 4 children in all. The first one was named May. The second and third
were called June and July respectively. What was the fourth child’s name?
6. 84% of people reading this will not find the the mistake in this
A,B,C,D,E,F,G,H,I,J,K,L,M,N,O,P,Q,R,S,T,U,V,W,X,Y,Z.
7. How can you throw a ball as hard as you can and have it come back to you, even if it doesn’t
bounce off anything? There is nothing attached to it, and no one else catches or throws it
back to you.
8. Where will you find roads without vehicles, forests without trees, and cities without houses?
9. A boy was rushed to the hospital emergency room. The doctor saw the boy and said, “I
cannot operate on this boy. He is my son.” But the doctor was not the boy’s father. How
could that be?
10. Sam’s mother had 4 children in all. The first one was named May. The second and third
were called June and July respectively. What was the fourth child’s name?
11. There was a green house. Inside the green house there was a white house. Inside the white
house there was a red house. Inside the red house there were lots of babies. What is it?
12. One family wants to get through a tunnel. Dad can make it in 1 minute, mom in 2 minutes,
son in 4 and daughter in 5 minutes. No more than 2 persons can go through the tunnel at one
time, moving at the speed of the slower one. Can they all make it to the other side if they
have a torch that lasts only 12 minutes and they are afraid of the dark?
2) TRANSACTIONAL AND TRANSFROMATIONAL LEADERSHIP
Transactional Leadership:
 A transactional leader is someone who follows a routine or set of rules.

 They focus more on sticking to the procedure to achieve results, rather than trying new ideas
or innovating.
 The term “transactional” comes from the fact that these types of leaders are looking to
motivate by exchanging performance for rewards or discipline.
 A transactional leader will set a list of criteria for their employees or team members to meet,
then judge them based on how well they meet those criteria,
 What, Who, When, and How are all clearly defined in this style of Leadership by the top
Leader with the Chain of Command specifically elaborated with a reward attached with each
output.
 Very limited scope for employee growth and therefore organization growth when the
organization grows large.
A great example of a transactional leader is a drill sergeant. The military has a specific way of
doing things and every member is expected to follow these guidelines. The drill sergeant will have a
set of goals for their trainees to reach—for example, how fast they can run a mile—and reward or
discipline their subordinates based on how they perform
Transactional leaders do well in the military, but they also exist in civilian life. You can find them
at the head of major corporations as well as within small teams inside smaller companies
Transformational Leader ship:
 Transformational leaders are more focused on the future and embrace creativity.
 A transformational leader will encourage their subordinates to innovate and try new things,
with the ultimate goal of creating future success for the organization.
 With this style of leadership, you are less focused on the day-to-day operations and short-
term goals, but rather on long-term success.
 Transformational leadership inspires the whole organization to start thinking differently,
believes in Effective & Continuous Communication, Empowering people to start thinking
and taking decisions.
 He makes people to start seeing their growth as aligned to the overall organizational Goal.
He sets stretched but achievable Goals for himself and all employees and achieves them
with a collaborative approach.
 He, therefore, is able to transform the organization as a whole both for current and future
situations.
 He makes himself dispensable at the risk of more enthusiastic colleagues as competitors, but
this style can normally not be easily replicated.
A great example of a transformational leader is an entrepreneur starting their own business. Since
there are no current guidelines in place, and the entrepreneur doesn’t know the best way forward,
they will encourage their new hires to innovate. They’ll also want their new hires to stay for the
long-term, requiring that they foster an environment of unity.
Transactional leadership Transformational Leadership
Leadership is responsive. Leadership is proactive
Works within the organizational culture Work to change the organizational culture by
implementing new ideas
Transactional leaders make employees achieve Transformational leaders motivate and

organizational objectives through rewards and empower employees to achieve company’s
punishment objectives by appealing to higher ideals and
moral values.
Motivates followers by appealing to their own Motivates followers by encouraging them to

self-interest transcend their own interests for those of the
group or unit
Answer the following
1. When the transactional leadership is effective?
4
2. When the transformational leadership is effective?
3. Write any four differences between transactional and transformational leadership
Transactional Leadership Transformational Leadership

Watch the following video and Explain How to be a Transformational Leader
https://youtu.be/9u8_ctKso0Y
8
Assessment Activity –7 :: Group Discussion
1. Transactional Leadership is “not sustainable over a long period”
Transformational Leadership is “Overall, one of the best Leadership Styles”
2. Indian Captains Kapil Dev and M S Dhoni lead the Indian Team to won the world cup in 1983
and 2011. Are they are transformational leaders? Justify.
C) CONFLICT MANAGEMENT SKILLS
Conflict Management
 Conflict is termed as a strong disagreement or friction of interests or opinions.

 Conflict is part of businesses. Two people can contradict on some point.
 When conflict occurs employees' morale lowers and that leads to a decrease in productivity
and an increase in absenteeism and mental health issues.
 Handling and resolving conflicts are complex tasks.
 An open mind is of utmost importance. Conflict management strategies help organizations
to deal with corporate conflicts.
 There are different types of conflict in an organization like lack of reporting system,
differences regarding work culture and more.
Types of Conflicts in an Organization
There are three different types of conflict in an organization.
 Task Conflict: Task conflict involves tangible issues related to workers assignments and
can include conflicts regarding resources, differences in ideas and policies, judgment and
interpretation of information and more. Collaborative problem-solving sessions can help
solve these conflicts, brainstorming possible solutions is important here.
 Relationship Conflict: Relationship conflict has nothing to do with work. This type of
conflict generally arises due to differences in personality, interests, and other attributes. In
organizations, relationship conflicts are common as people from different backgrounds work
together and can have contradictory opinions.
 Process Conflict: Process conflicts apply to the disagreement over methods or procedure to
complete a task. It generally occurs when there is a concrete clash on procedures, policies
and strategies.
Effective Conflict Management Strategies
 Collaborating: This style is a mix of cooperative and assertive. People who collaborate
attempt to work with others to bring a solution that satisfies everyone. Collaborating is best
when long term relations are profitable and the outcome is important. In this style, negative
effects are minimized as both the parties are satisfied with the solution.
 Avoiding : People who avoid conflict are both uncooperative and unassertive; it is generally
side-stepping from an issue. This works best when dealing with the situation is not
compulsory for time being or is better to resolve it later.
 Accommodating: Accommodating is to sacrifice your well being for satisfying others. This
can be misleading sometimes as people tend to take advantage of the situation. It works best
when the relationship is important than the outcome.
 Negotiation: This aims to find a negotiable and mutually accepted solution that partly
satisfies both parties. This style works best where you are losing time and the outcome is not
important.
 Distributive Negotiation: This strategy is employed by the company in the case of limited
distribution of assets between both the parties.
Guidelines for Effective Conflict Management
 Understand the Situation: Understand and analyze all the details of the conflict. Action
taken without understanding the issue can lead to more serious conflicts.
 Acknowledging the Issue : To acknowledge all the underlying issues that create conflicts is
of utmost importance. Try to look at the different levels of problems and evaluate them.
 Forbearance: Never conclude on a conflict in haste. Look for all the information related to
the dispute and then take the necessary steps.
 Keep Room for Communications ; Communication is very important for the smooth
functioning of an organisation. One can solve a conflict by interacting with the parties.
1.Define Conflict
2. Study the following descriptions and write the name of the conflict
Description Name of the Conflict
This conflict involves tangible issues related to workers

assignments and can include conflicts regarding resources,
differences in ideas and policies, judgment and interpretation of
information and more. Collaborative problem-solving sessions can
help solve these conflicts, brainstorming possible solutions is
important here.
This conflict has nothing to do with work. This type of conflict

generally arises due to differences in personality, interests, and
other attributes. In organizations, these conflicts are common as
people from different backgrounds work together and can have
contradictory opinions.
These conflicts apply to the disagreement over methods or

procedure to complete a task. It generally occurs when there is a
concrete clash on procedures, policies and strategies.
3.Write the five conflict management strategies
Study the following conflict situation and assume you faced the situation and answer the questions.
While working on a project for a previous employer, one of my team members regularly
challenged every solution I presented. He also had a tendency to interrupt and talk over others
without listening to their input. I experienced a challenge in maintaining my patience when he
interrupted others without listening. It reached a point where our respective managers counseled
both of us on our behavior.
“To resolve this conflict, I had to recognize that I cannot change or control his behavior. I
also acknowledged that this behavior, from both of us, was likely a result of stress due to the heavy
workload of the project. Therefore, I adjusted my own communication style to increase empathy,
avoid triggers and build patience with interruptions. We were able to complete the project and
maintain polite correspondence whenever we needed to work together after that.”
Assume you are faced the above situation and answer the following:
1. Describe the conflict or challenge.
2. Explain your role in the conflict.
3. Discuss the steps you took to resolve the conflict.
4. Describe the results of your actions.
* * *
10. ENTREPRENEUR SKILLS
…… Get Up and Grab the Opportunity.
Course Content
 Difference between entrepreneur and

entrepreneurship.
 Skills required for an entrepreneur.
 Procedure to start a new business.
 Attitude of employer and employee.
 Assessment Activities to Enhance Entrepreneur
skills.
Theoretical Concepts : Entrepreneur Skills
The word ‗entrepreneur‘ is derived from the French verb enterprendre. It means ―to undertake.‖
The term ―entrepreneur‖ has now been attributed to all small industrialists, small business, traders
and industrialists. All people who are gainfully engaged in work — manufacturing, distribution or
service and other sectors are called entrepreneurs.
The term ‘entrepreneur’ implies to qualities of leadership, initiative, and innovation in new venture
design. "Entrepreneurial spirit is characterized by innovation and risk-taking."
Entrepreneurship has traditionally been defined as the process of designing, launching
and running a new business, which typically begins as a small business, such as a
start-up company, offering a product, process or service for sale or hire, and the
people who do so are called 'entrepreneurs'.
Definition of Entrepreneur:
Entrepreneur has been defined as "a person who organizes and manages any enterprise, especially a
business, usually with considerable initiative and risk".
Definition of Entrepreneurship:
It has been defined as the ―capacity and willingness to develop, organize and manage
a business venture along with any of its risks in order to make a profit."
Role of Entrepreneur in the Socio Economic Development:
Economic development essentially means a process of upward change whereby the real per capita
income of a country increases over a period of time.
Entrepreneur plays a vital role in economic development. Entrepreneurs serve as the catalysts in
the process of industrialization and economic growth.
Technical progress alone cannot lead to economic development, unless technological
breakthroughs are put to economic use by entrepreneurs.
It is the entrepreneur who organizes and puts to use capital, labour and technology. Development
does not occur spontaneously as a natural consequence. A catalyst is needed and this requires
entrepreneurial activity to a considerable extent.
The economic history of the presently developed countries like America, Germany, and Japan leads
to support the fact that the economy is an effect for which entrepreneurship is the cause.
The role of entrepreneurship in economic development varies from economy to economy depending
upon its material resources, industrial climate and the responsiveness of the political system to the
entrepreneurial function. The entrepreneurs contribute more in favourable opportunity conditions.
Now people have begun to realise that for achieving the goal of economic development, it is
necessary to increase entrepreneurship both qualitatively and quantitatively in the country. It is only
active and enthusiastic entrepreneurs who fully explore the potentialities of the country‘s available
resources land, tech., capital, material etc.
Entrepreneur plays a strategic role in the socio - economic development of any
nation. His/her contributions in the above direction can be summarized as:
 Increases production and thus reduces gap between demand and supply.
 Supplies substantial part of consumer goods and simple producer goods.
 Supplies goods at a cheaper rate.
 Being innovative, supplies wide variety of products.
 Creates greater employment opportunities.
 Raises the level of income and standard of living.
 Increases national per capita income.
 Earns foreign exchange through exports.
 Prevents monopoly of Large - concerns.
 Helps for attainment of self - reliance.
 Develop the underdeveloped parts of the country by setting up industries in Backward, rural
and tribal areas.
 Supply more skilled people.
 Inspires others to become entrepreneurs.
Make in India
India is a country rich in natural resources. Labour is aplenty and skilled labour is
easily available. With Asia developing as the outsourcing hub of the world, India is
soon becoming the preferred manufacturing destination of most investors across
the globe. Make in India is the Indian government's effort to harness this demand
and boost the Indian economy.
Prime Minister of India, Narendra Modi launched the Make in India initiative on
September 25, 2014, with the primary goal of making India a global manufacturing
hub, by encouraging both multinational as well as domestic companies to
manufacture their products within the country.
25 Focus sectors have been identified for growth under the initiative viz.
Automobiles; Auto components; Aviation; Biotechnology; Chemicals;
Construction; Defence manufacturing; Electrical machinery; Electronic system
design and manufacturing; Food processing; IT and BPM; Leather; Media and
entertainment; Mining; Oil and gas; Pharmaceuticals; Ports; Railways; Renewable
energy; Roads and highways; Space; Textiles; Thermal power; Tourism &
Hospitality and Wellness.
The logo of 'Make in India' - a lion made of gear wheels - itself reflects the
integral role of manufacturing in government's vision and national
development.
Make in India logo
The initiative of Make in India is built on four pillars which are as follows:
1. New Processes: ‗Make in India‘ recognizes ‗ease of doing business‘ as the single most
important factor to promote entrepreneurship. A number of initiatives have already been
undertaken to ease business environment. The aim is to de-license and de-regulate the
industry during the entire life cycle of a business.
2. New Infrastructure: Infrastructure is integral to the growth of any industry. The
government intends to develop industrial corridors and build smart cities
with state-of-the-art technology and high- speed communication.
3. New Sectors: ‗Make in India‘ has identified 25 sectors to promote. ‗Make in
India‘ has identified 25 sectors in manufacturing, infrastructure and service activities. FDI
has been opened up in Defence Production, Construction and Railway infrastructure in a
big way.
4. New Mindset: Government in India will focus on acting as a partner in the
economic development of the country alongside the corporate sector.
Government act as a facilitator and not as a regulator.
Entrepreneurship Skills
Skills needed for Entrepreneurship
Soft Skills Managerial Skills Entrepreneurial Skills
1. Soft skills
Soft Skills include the following:

 Communication
 Interpersonal relations
 Environmental Observation
 Coordination
 Specific operation Technology
Communication
It is a process of exchanging information among people. It needs effective language, presentation

skill, environment etc. The figure below explains how to communicate effectively
Interpersonal relations
It is a skill to communicate with each other. It is used not only in offices but in our day to day
social life. People with good interpersonal skills are perceivedas confident, calm and charismatic.
Environmental Observation:
Environmental observation is one of the technical skills. This skill helps in understanding job
objective and current scenario of the society with respect to the business that one wants to start.
Coordination
It is a skill that helps in understanding other people and work together to achieve the set goal.
Coordination must exist among the team members in order to achieve best possible results.
Specific operation Technology
Sometimes specific technology is required for achieving specific goal. For example if you want to
develop a software for web designing then you require knowledge of some specific technology like
HTML, CSS, JAVA SCRIPT etc.
2. Managerial skills
Managerial Skills include the following:
 Planning
 Motivation
 Marketing
 Accounting
 Negotiating
Planning
It is a basic management method involving formulation of one or more detailed plan to achieve
the best result. The planning process is to identify goal, formulate strategy and decide the
process to be followed to achieve the goal on the same strategy.
Motivation
Motivation is defined as goal oriented behaviour. It is frequently used to describe why a person is
interested in doing a particular work.
Marketing
It is an ability through which you sell something or create awareness about something e.g. any
product. For example T.V. commercials are a part of marketing. It tries to satisfy needs of clients. It
includes the coordination of product, price, place and promotional strategy. These are known as 4
P‘s of marketing. You have to follow the points mentioned below to ensure maximum sale of your
product/service.
Accounting
It is a process of keeping financial record or preparing financial record. It includes analysis,

verification and reporting of records.
Negotiating
It is a process through which people settle all the problems which occur between two or more parties.
Parties try to reach at mutual beneficial outcome through negotiation.
Process of negotiation includes following stages:
 Preparation
 Discussion
 Goal clarification
 Arriving at mutual beneficial points
 Agreement
 Implementation of strategy
3. Entrepreneurial skills
It includes the following:
 Innovation
 Persistency
 Visionary
 Flexibility
Innovation and Risk Taking Ability
It is a process of translating new ideas into services that create value. An idea must be replicable at
economical cost and satisfy customer‘s need. Innovation is synonymous with risk taking. An
organization that creates new idea, takes great risk of implementing a new market.
Persistency
In this skill, you continue to do something even though it is difficult or even if other people are
against it. This skill requires lot of patience and determination.
Visionary
Someone who can visualize the future and take action according to that is visionary. A visionary
has clear ideas about what should happen and what strategy can be formed to achieve best
possible results.
Flexibility
Flexibility is willingness to change as per the changing environment, forbetterment. One should not
be stringent about his/her way of working; rather should be able to adapt new ways easily.
Fill in the blanks :

1. A person who starts his business or organization is called ………......…
2. ………………………….is a process of keeping financial record or preparing financial record.
3. …………………….is a process of translating new ideas to services that create value.
4. …………………………is a process of exchanging information among people.
5. The process of starting own business is called………......…
Answer the following:

1. Differentiate between entrepreneurship and entrepreneur.
Entrepreneurship Entrepreneur
2. Write Six qualities of an entrepreneur?

1
2
3
4
5
6
3. Write Four types of soft skills required by an entrepreneur?
1
2
3
4
4. Why risk-taking ability is needed for entrepreneurship?
5. What is the meaning of efficient people in entrepreneurship?
Read the following story to further understand the meaning of entrepreneurship and who
is an entrepreneur.
Pratap was a vegetable seller in Agra. He was well known in the market for always
selling fresh vegetables. He used to wake up every morning at 3 am to get there. However,
during summers, a lot of his leftover vegetables used to get wasted at the end of the day.
To stop this wastage, he started selling the stale vegetables. This earned him a bad
name in the market and people stopped going to his shop.
Pratap then came-up with an idea! Vegetables home-delivery services — people could
order the type and quantity of vegetable they wanted a day before, and Pratap would
buy exactly that much from the whole sale market and deliver it fresh to their house.
Now his customers do not have to go through the inconvenience of commuting to the
market and thus can have the vegetables delivered at their doorstep. All they have to do is
call Pratap on his mobile phone and place an order.
Think and answer the Questions:
1. How do you think he spotted the opportunity?
______________________________________________________________
_______________________________________________________________
2. How did he serve the needs of the customer?
________________________________________________________
______________________________________________________________
3. What would you have done, if you were in Pratap‘s place?
___________________________________________________________
_____________________________________________________________
4. Do you think Pratap is an entrepreneur?
___________________________________________________________
___________________________________________________________
What is a Business Idea?

A business idea is a solution that an entrepreneur thinks of, to serve the customer. An
idea determines what business activity an entrepreneur would take upto make financial
gains. An idea can be product-service-based or a hybrid model.
Principles of Idea Creation

 Customer Need
 Entrepreneur‘s Own Interest or Talent
 Innovative
Form a Business Idea
Most ideas come from either needs of customer or inspiration from what others are
doing.
 Location – based Ideas
 Seasonal Ideas
 Events – based Ideas
 Interest – driven Ideas
Story1 : Nagma, the Fashion Designer
Nagma went to Chennai to be come a fashion designer. She was always interested in
designing beautiful dresses for her friends when she was in school. After college,
Nagma was not sure what kind of work she should do. In Nagma‘s culture, girls have
to wear a scarf, orhijabat all times. In a city like Chennai, it was difficult for Nagma to
find good quality hijabs, so she came up with an idea of making and selling them. She
started making good quality, fashionable and affordable hijabs. She would buy good
material, stitch pearls and beads, and pack her products in a beautiful box.
She would sell them in hostels and colleges. Now, Nagma has a boutique of her own
and also sells products online.
Story-2: Rakesh, the Special Auto-wala

Rakesh came from a small village to Vijayawada when he was very young. He had
come to make money for his family. His friends gave him an idea of buying an auto to
make enough money. For many years, Rakesh was driving around like any other auto-
wala.
But with time, he really started enjoying his work. He loved talking to his customers
and listening about their life. This gave him idea, which turned him from an auto-
wala to an entrepreneur.
He came up with the idea of a ‗Special auto experience‘, in which a customer would get
special services – snacks, cold-drink, songs of their choice, newspaper, and Wi-Fif or their
mobile. In addition to this, Rakesh would take them through special routes and tell stories.
He shared his mobile number so that his clients could call and pre-book his service.
People starting using Rakesh‘s services, and would stand in ques to get one ride with
him. Rakesh now has many auto-walas working under him. He has trained them to
serve on the same standards to the customers. He has a flourishing business now.
Story-3: Anusha, the Story teller

Anusha, used to write story - books for young children, but she wanted to do more with
her talent. She thought of an idea to start a reading - café, which would be a coffee shop
where people, especially mothers, can bring their children to learn how to readbooks,
while they enjoy coffee. When she started the shop, no one wanted to help her with
teaching how to read to little children.
But then she realized that young college – going boys and girls who often came to her
shop, had free time. She trained them how to teach or read stories to young children.
They were happy to help her in return for a certificate of service. Soon many mothers
started coming to her shop with their children.
She started only one shop near her house in Visakhapatnam, but now runs five such
shops in three different cities.
Answer the following Questions:
1. What principle of getting an idea did the three entrepreneurs follow?

Nagma :__________________________________________
Rakesh:___________________________________________
Anusha:____________________________________________
2.How do you think Nagma, Rakesh and Ausha came up with these ideas?
3.If you could do a business, what would be your idea?

ATTITUDE OFAN ENTREPRENEUR
Attitude:
The meaning of attitude is one‘s tendency to respond in a certain way towards a certain
idea, object, person, or situation. An entrepreneur‘s attitude affects their choice of action
while running the business.
Let‘s understand the difference between the attitude of an entrepreneur and an employee
(some one who works for a salary or wages).
Difference between the Attitude of Entrepreneur and Employees

Attitude Entrepreneurs Employees
When an entrepreneur starts a new An employee usually is
business, there are a few people who managed by someone, who
might support them. There is no helps him or her, and supports
manager or boss who would him or her when he or she
Belief in Self encourage or support when things get starts the job. He or she is also
difficult. Therefore, an entrepreneur given training and support to
believes in self so that they can understand how to do the work,
confidently face any challenge and and what to do when things get
become successful. difficult.
An entrepreneur is responsible for
ensuring that he business they are
An employee delivers on the
doing adds value to the customer.
goals set by the company. Not
The responsibility of delivering
all employees of a company
good quality products or services to
Customer work towards serving the needs
the customer is the most important
Focus of the customers directly. They
part of entrepreneurship. An
may not have any direct
entrepreneur is also responsible for
responsibility towards the
running his or her business
customer.
ethically, following rules and
regulations set by the government.
Usually a manager or the
boss makes the decisions for
Entrepreneurs decide the kind of
Decision employees. Employees decide
work they will do and how they will
Making and how they want to do their work,
do it. They themselves make
Responsibilit but what they are doing and in
decisions and work towards
y how much time they should
completing the work.
complete it, is decided by a
senior.
Entrepreneurs usually work in an
unknown environment, where they Anemployee‘sjobisfocussedint
do not know what will happen after ernallyandisnotusuallyaffected
Belief that
they start something new. bytheoutsideenvironment.
Environment
Therefore, it is important for an Therefore, the belief in change
can Change
entrepreneur to remain positive and is not necessary for an
believe that the market environment employee to get the work done.
can change.
Reading the Story
Here are the stories of Surabhi, the entrepreneur and Akash, the employee. Read the
stories and think about how their values and attitudes are different from each other.
Surabhi, the Painter
Surabhi has always liked art and makes paintings. She started her business of selling
these paintings to her friends. They all liked the paintings and asked Surabhi to make
and sell more. Surabhi took a loan from the bank to buy more art-supplies so that she
could make more paintings. She went to different customers to first understand what
they wanted, and then made paintings based on their taste. She now has an art studio
where people come to learn how to paint in their free time.
She also frequently puts up exhibitions of her work in different places.
Akash,the Employee
Akash works at a shop that sells art-supplies. His job is to arrange paint-brushes,
colours and papers in different shelves. He goes to work at 9.00 am and finishes by
4.00pm. Every time a customer comes to Akash, he tells them where they can find
what. He then directs them to the cash counter to pay for what they liked. Akash‘s
boss decides the work he is supposed to do on a monthly basis.
What do you think is the difference in attitude of Surabhi and Akash? Write with
examples.
Surabhi Akash
Questions for Group Discussion
1. What are the major differences between qualities and values of an entrepreneur and
employee?
2. Do you think entrepreneurs thrive on risk?Give your opinion.
UNDERSTANDING THE MARKET
1. Understanding Customer Needs

Customer needs can be categorized into four types of needs.
 ServedNeeds:.
 Partially-served Needs:
 Unserved and Known Needs
 UnknownNeeds
2. Understanding the Quality and Quantity
3. Understanding the Price.
4. Understanding the Location
5, Understanding the Time
6. Understanding the Frequency of buy
7. Understanding the Customer Survey
8. Understanding the Positioning of competitors
9. Understanding the Pricing.
10. Understanding the Offers.
11. Understanding the Customer Relations
12. Understanding the Competition Survey
In order to figure out what is available in the market and what the competitors are
doing, an entrepreneur should study all possible businesses. In a customer survey, one
directly goes and talks to the customer, but in a competition survey, an entrepreneur
must observe and ask others these questions. Here is a sample survey questionnaire that
can be used for a competition survey.
Questions Observations
How do customers see the business?
a) High-end
b) Low-cost
At what price is the competitor selling their

products?
What are the offers made which attract
the customers?
How do the shopkeepers talk to the
customers? How does the customer feel
while buying the product?
1. Construct a simple questionnaire containing questions related to customer‘s

satisfaction regarding a product or service.
2. Meet some people in the market or residential area and administer the
questionnaire.
3. Analyse the responses received from the people about the performance of the
product or service.
Sl. Questionare
No.
On a scale of 1 to 10, rate how you like the idea
1.
of this product or service?
How do you buy this product?
(a) From a shop
(b) Some one delivers it to you
2.
(c) Buy it online
(d) Do not buy it yourself, someone else buys
it for you
How often do you buy this?
(a) Every day
3. (b) Once a week
(c) Once a month
(d) Once a year
How much money do you usually spend to
4.
buy this product?
What is your favourite brand of ? Why do you
5.
like this brand?
Study the following Brief Histories of famous Indian Entrepreneurs and write their names in the
second column.
Mukesh Jagtiani, Ghanshyam Das Birla, Dilip Shanghvi, Dhirubhai Ambani, Shiv
Nadar, Azim Premji, Jehangir Ratanji Dadabhoy Tata, Ardeshir Godrej, Nagavara
Ramarao Narayana Murthy, Lakshmi Niwas Mittal
Write the name of the
Brief History about Indian Entrepreneur
Entrepreneur
He is an Indian businessman who started out
humbly by selling traditional snacks to religious
pilgrims. His business soon grew, and he expanded
and diversified into industries including
telecommunications, power generation, information
technology, consumer goods, and logistics.
Today, Reliance Industries is India's largest private
company and is listed on the Fortune 500.
He was born in Paris to Indian and French parents.
He was trained as an aviator in Europe and later
became India's first commercial airline pilot.
Working for the family business, His group, he set
out on his own and built Airlines, which ultimately
became the modern Air India. By the time of his
owned nearly 100 different businesses across many
industries. Notably, his automobile venture, His
automobile company produces economical
automobiles that nearly all working Indians can
afford to own.
He is an Indian entrepreneur who co-founded IT
giant Infosys with an initial investment of 10,000
rupees, or just a few hundred dollars in today's
terms. With a net worth of $3.6 billion, he is often
referred to as the father of the Indian IT industry,
serving as CEO of Infosys from 1981 until 2002,
and then its chair until 2011. As of March 2022,
Infosys has a market capitalization of around
$104.7 billion.
He founded HCL Infosystems in 1976 with an
investment of a few thousand dollars, selling
calculators and microcomputers. HCL
soon expanded to Singapore and the Far East,
generating over 1 million rupees in sales not long
after its expansion. HCL has continued to grow,
making him a billionaire worth over $24.5 billion.
He is an Indian entrepreneur who began his career
working for his father's steel business. He later set
out on his own, due to family infighting and created
what is now one of the largest steelmakers in the
world,
He is a well-known Indian businessman who started
his first company in the early 1900s operating a
cotton and textile mill. By 1919, Birla's businesses
also included significant paper and sugar
production.
He started Sun Pharmaceutical in 1982 with a
meager 10,000 rupee investment, or approximately
$200. As the son of a pharmaceutical distributor,
He knew what he was doing. Today, through
gradual development and a series of acquisitions,
that investment has grown revenue in 2021 to $4.31
billion, making Sun Pharma India's largest
pharmaceutical company. Today, He has a net
worth of around $15 billion.
He, is worth an estimated $9 billion and is the
former chair of Wipro Industries, a diversified
software and technology company that many have
compared to Microsoft. He is sometimes referred to
as India's Bill Gates as a result, alongside his
informal title as "czar" of the Indian IT industry.
He is an Indian-Emirati businessman who has spent
most of his life outside of India. While he was
educated in Mumbai and Beirut, he moved to
London for accounting school, before dropping out.
Soon, starting his first company while driving a
taxi, his company eventually grew into the retail
and real estate giant landmark now based out of
Dubai.
He is co-founded the Godrej Group, a diversified
conglomerate with interests in real estate, consumer
products, security, household appliances, and
industrial tools. The company had modest
beginnings—He and his brother succeeded at
locksmithing after failed ventures into hand-
fashioned medical devices. Godrej Group was
founded in 1897, and the Godrej companies have
revenues of over $6 billion today. His grandson,
Adi Godrej, 80, who runs the company, is worth
$2.5 billion.
* * *

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STATE BOARD OF TECHNCIAL EDUCATION AND TRAINING

Lr. No./SBTET/AP/COMMOM - 508/2022/002 Dated: 08-09-2022

Sub: SBTET, AP – ACADEMIC- COMMON – 508 (Behavioural Management &

Therefore all the Principals of Government/Aided/Private/Engg. Colleges offering

Sd/- K. Vijaya Bhaskar

Subject Title : BEHAVIOURAL MANAGEMENT & ENTREPRENEURIAL SKILLS

No. of Total No. of Marks Marks

2 Adaptability 3 CO1, CO2

Empathetic Review and

10 Entrepreneurial Skills 6 CO4

Unit Test - 1 3 From Unit-1 to Unit-6

Unit Test - 2 3 From Unit-7 to Unit-10

Mapping Course Outcomes with Program Outcomes:

Upon completion of the course the student shall be able to

1.1 Understand the importance of attitude.

2.1 Understand the importance of adaptability.

3. Empathetic Review and Emotional Intelligence

3.1 Understand the concept of Empathy and its importance at workplace.

4.1 Understand the facts of an issue or situation.

5.1 Understand the importance of Motivation in real life situations.

6.1 Understand the role of Leader and importance of Leadership.

7.1 Understand the importance of Teamwork.

8. Problem Solving and Decision Making

9.1 Identify the organization skills required for an employee.

10.1 Know the difference between entrepreneur and entrepreneurship.

Attitude is way of thinking, viewing and responding to a person, situation or

 Your Attitude is everything; decides your failure or success; it helps you

SWOT (strengths, weaknesses, opportunities, and threats) analysis is a framework used to

If you want to run a successful business, you

1. A Positive Mental Attitude

You will never be a successful entrepreneur

Key Questions to Consider:

2. Enjoy Being Around People

Being a successful entrepreneur means you will

Key Questions to Consider:

 Do you generally enjoy being around other people?

Exemplary communication is important because you must accurately exchange information

Key Questions to Consider:

4. A Strong Desire to Achieve

Successful entrepreneurs are achievement-oriented.

Key Questions to Consider:

 Do you frequently set goals for yourself?

Most businesses have limited resources such as money,

 Are you generally able to

It is not easy to be objective about your business

Key Questions to Consider:

Key Questions to Consider:

 Once you start something, do you always see it through to completion?

There is a strong positive relationship between

Key Questions to Consider:

9. Proactive and Not Reactive

Successful entrepreneurs anticipate problems in

Key Questions to Consider:

10. Possess Technical Skills and Knowledge

Key Questions to Consider:

Referral links: - https://www.youtube.com/watch?v=vVfODMdu390

a) What was the task given to the two salesmen?

b) What was the observation of the first salesman?

d) What are the two kinds of perspectives that you find?

e) Whose attitude is better and why?

Assessment Activity – 3 :: Pair Work

i) What great qualities do you admire in Dr.A.P.J.Kalam?

iv) How should we consider mistakes, problems and failures?

- Businessmen who turned sick industries to profit making one.