Annexure 1

I Ms. Sweta Burathoki, having Admission Number HPGD/JL20/0048, declare

that project work done for Project We Like is my own work conducted as part
of my syllabus. I further declare that project work has been prepared
personally by me after viewing the content under ‘We Tube, We Lounge and
Newswire’ and it is not sourced from any outside agency or any other student.
I understand that, any such malpractice will result into I being debarred for
the subject viva and will be considered fail for that subject. I also understand
that I will have to face very serious consequences and my admission to the
program will be cancelled without any refund of fees. I am also aware that, I
may face legal action, if I follow such malpractice. I hereby abide to take the
viva faculty’s decision as final for evaluation of Project We Like.
Signature of Candidate
 Project We Like

We Tube

Newswire

We Lounge
 We Tube:

Travel Glossary Etiquettes of Telephone Handling

(Mr. Shaikh Rahmatullah) (Prof. Ziauddin Mirza)

Dealing with Rude

Behaviour
(Prof. Rajendra
Kulkarni)
Customer Service in a Restaurant Tips For Effective Public Speaking
Business (Prof. Amit Mankani)
(Mr. Sreenivas Kambala)
 1.1 Travel Glossary

Adult

Baggage
Claim Check-In
area

Infant

Baggage
Charter
Tag

Boarding
Pass
 CIP

Configuration ETA

ETD

Connecting
Down Grade
Flights

Direct Flight
High season Layover No Show

Turnaroun
UM INAD
d
 1.2 Etiquettes of Telephone Handling

 Caller has a reason and need for the call (Effective Manner).
 Person cannot see you and can only listen to you (according to the voice of
the person, the caller visualizes your behavior, interested in talking).
 Speech should be clear
Golden Rules For Telephone Handling-

Greet according to the time of the day.

Identify the Establishment

Take message accurately

Always keep the paper and pencil ready
to take notes.
 Should always
answer within 3
rings

Ask for the

Ask for Callers
purpose of the
Identity
call

Always repeat
Do not rush the information
to confirm
 Do’s Don’t’s

• Know how to operate the system • Do not transfer the call just to get rid
of the caller

• Use hotel procedure when dealing with • Do not ignore the requests
an external call

• Familiarize yourself with the features

of the system
1.3 Customer Service in a Restaurant Business

They are
the reason
They are of my Job
our Bread
and Butter

They are
the reason
the
Company
exists

Why do we need to treat

the Customer’s well?
 Qualities required for excellent customer
service

 Good knowledge of the product

 Listening abilities
 Caring attitude
 Quick thinking
 Speedy and timely resolution of complaints
 Service with a Smile
A positive attitude makes a big difference

 Always be positive and enthusiastic

 Smile
 Your attitude is going to mirror back by the customer
 A bad mood or a bad day can be taken care of by right attitude
 Customer does not care if you had a bad day, leave your problem at home
 Customers expect you to delight them with the services
 1.4 Dealing with Rude Behaviour

This is the behavioural way of responding and reacting.

Response Reaction

Sympathy or Empathy Anger or Frustatation

Happiness and Joy Indifference

Calmness Guilt or Hatred

 How to deal with it?

 Take a long breath and activate anger control

 Manage stress by telling yourself that there is a reason for everything
 Don’t take it into heart
 Evaluate the situation
 Silence is Golden or play Deaf
 Offer compassionate/sincere help
1.5 Tips For Effective Public Speaking

Biggest fear of an average Human being!!

 Overcoming Stage Fear

 Plan and prepare
 Familiarize yourself at the Venue and Speech/Presentation
 Know your audience
 Essential Tips

 Give sometime to adjust yourself

 Always keep your Smile
 Use stage
 Prepare yourself well
 Be convinced about the topic/speech
 Visualize yourself at the venue
 Reach the venue well before time
 Have an eye contact with th
 Newswire

Airlines cut GOOGLE TO

THIS IS THE NEW REMOTE
wages, re- Difference INTRODUCE TWO-
Tips on how to How to add How to Share your What is Face-To- COVID VACCINE WORKING:
negotiate between Intrinsic FACTOR
Job Change make decisions Pronouns to your location on Face SMS SCAM YOU CAUSING FATIGUE
contracts to tide and Extrinsic AUTHENTICATION
properly Instagram profile WhatsApp communication? NEED TO BE RATHER THAN
over covid-19 Motivation FOR USER
CAREFUL OF COMFORT
cases SECURITY
2.1
Job Change: How Many Companies Should You
Apply For?
 May and June are the usual season
 Resume stays the same but cover letter should be different for every company
 Switching helps you negotiate salary
2.2
Top 9 Tips On How To Make Decisions Properly

• Don’t stress- stressing out will waste your time

• Listen to your gut feeling- trust your gut instinct
• Gather information related to options- figure out all pros and cons of the options and tally it
with what you want
• Weigh the advantages and disadvantages- advantages are always beneficial but every rose has
its thorn
• Consequence analysis- consider the option and implement them one by one
• Talk it out- talk to your closed one’s who can freely listen and advice you on the same
• Write it down- write down all pros and cons
• Flexibility- essential to have flexible approach
• Test it- before decision test it to judge if it will really work
2.3
How To Add Pronouns To Your Instagram Profiles

 *Edit Profile- Tap on pronoun and start typing

 *Maximum limit of 4 pronouns
 *This feature is only available in US, UK, Australia and Canada
 *FB, LinkedIn and dating apps they already have such options
2.4
How To Share Your Location On Watsapp

 Open Watsapp Application

 Choose a chat
 Tap on plus sign
 Tap on location
 2 options appear- Share live location or Send your current location. (Choose
the appropriate option)
 Hit send
2.5
What Is Face-To-Face Communication?

 It refers to the interaction between 2 or more people in direct contact with

each other
 There are 2 people involved- “Sender and Receiver”
 It helps enhancing productivity
 Strong relationship at work
 Removes misunderstandings
 2.6
AIRLINES CUT WAGES, RE-NEGOTIATE CONTRACTS
TO TIDE OVER COVID-19 CRISIS

 LWP
 Passenger traffic gone down from 300,000
 To 40000 by the end of May
 PC-RT mandate
2.7
DIFFERENCE BETWEEN INTRINSIC AND EXTRINSIC
MOTIVATION

Intrinsic Extrinsic

• Do things without • Do things with expectation

expecting any rewards of external rewards

• Self Satisfaction • External Rewards

• Potentially Satisfying • Continue to work for the

sake of performing the
• Knowledge, Positive task
Feedback, Sincerity,
Honesty • Incentives, Unexpected
Rewards, Fame etc
2.8
THIS IS THE NEW COVID VACCINE SMS SCAM YOU
NEED TO BE CAREFUL OF

Android Malware is spreading through

SMS to click on a link impersonating as
a free registration.
 Shortage of Covid-19 vaccines in India and desperation to get an appointment
on the CoWin platform is giving scammers an opportunity to fool gullible
citizens.
 The malware has several names like Covid-19 vaccine, Covid-19 vaccine
registration, Vaccine Register, My-Vaci among others.
 Emergency Response Team issued a fresh advisory to warn citizens about fake
CoWin vaccine registration apps that are spreading through SMS.
2.9
GOOGLE TO INTRODUCE TWO-FACTOR
AUTHENTICATION FOR USER SECURITY

 The company has revealed that it is seeking to implement two-step user

authentication by default, for all its users across all its services.
 Risks of using passwords for protecting their information, including the security
issues with using a single password for multiple sites.
 The post said that users who have already enabled 2SV on their Google
accounts will be asked to tap on a prompt on their phone screen, every time
they log into their Google or Gmail accounts.
 2.10
REMOTE WORKING: CAUSING FATIGUE RATHER THAN
COMFORT

People do not have to follow a strict office regime, people started to have erratic work
schedules. Going late at night and getting up late which further disrupts the body clock
causing lethargy.
 No tension of repeating clothes, travel
 Continuous work whether it's office related or housework is creating a different
kind of fatigue.
 People are suffering from sleeplessness, depression, and out of sorts feelings
which are very difficult to come out of.
 Lack of social interaction among the employees.
 Stress of finding personal space in houses as multiple people try to work
together attending/conducting online classes, zoom meetings, phone calls and
managing small kids and household chores causing frustration
 We Lounge:

Mr. Kaustav
Sen

Mr. Vishwas Mr. Satish

Patel Jamdar
 Mr Kaustav Sen
DIR HR and Training
Intercontinental Hotel Group (IHG)
 Started with Taj Calcutta as career
 Got into training and HR at an early start of the career with hotel industry
 Training in hotels is very specific as per guests requirements.
 Hotel Industry is into SOP but more dynamic in nature and more flexible as
per the customers needs.
How it is different in UAE than India

In India it is the same Nationality In UAE it is mix of different

Nationalities
Values are similar Different levels of sympathy and
empathy
Tough Competition
Lesson Learnt:

 If you wish to move ahead in UAE, you have to drop a step back to attain the
highest position/grade
 For promotion one really have to show the talent and work done in the
current profile and show the figures of what actually he/she has achieved in
current position.
 Clarify and verify before you make and decisions.
 Value for money, what you work-you earn
 Good scope of growth in UAE, if you have knowledge and skills to up show
 Lot of competition in the market amongst the hotel industry, so always have
to beat the show with new skills and schemes for the customers.
 Mr. Vishwas Patel
CEO| CCAvenue

CCAvenue is a payment gateway

 Became No#1 Provider within 2 year of its launch

 Started in 2001
 First day 35 merchants signed up
 Company offers more than 200+ payment options powering more than 85% of E-
Commerce merchandise
 The platform helps merchants to collect money from customers from anywhere in
the world
Lesson learnt:

 To be successful, you have to be constantly innovative and keep doing new

things.
 Have positive mindset and don’t be afraid of failures.
 What’s new coming in, is what keeps the entire team motivated.
 Truth, honest and positive relationship has been key for a long and
sustainable association with merchants, business partners and as well as
employees.
 Mr. Satish Jamdar
Managing Director| Blue Star

 Has over 35 years of experience having worked for companies such as Siemens, Voltas,
BPL-Sanyo and Alstom
 Bluestar is one of the largest Air Conditioning company in India with an annual
turnover of 2800 crores
 Success factor for the company is team work
 Blue Star majorly export its products in Middle East and European Region.
 Real challenge to connect with employees is purpose and clarity. Front liners should
also be aligned and synchronised
 Culture- Open door policy
 Jan 2013, company introduced new range of room air conditioners for the residential
segments.
 Focus on quality assurance, tested, trusted and tried
Lesson Learnt:

 Try and learn new things, that will help you grow better in your career path
as well as an individual
 Work as a team to achieve the common goal. One cannot work alone and
succeed in a big organization.
 Work as a family.