ATT IT U D E

A SMALL TRUTH
TO MAKE
LIFE
100%
 If

ABCDEFGHIJKLMNOPQRSTUVWXYZ

is equal to

1 2 3 4 5 6 7 8 9 10 11 12

13 14 15 16 17 18 19 20 21
 Hard work
H+A+R+D+W+O+R+K
8+1+18+4+23+15+18+11 = 98%

Knowledge
K+N+O+W+L+E+D+G+E
11+14+15+23+12+5+4+7+5 = 96%
 Love
L+O+V+E
12+15+22+5 = 54%
Luck
L+U+C+K
12+21+3+11 = 47%
(don't most of us think this is the most important???)
Then what makes 100%?

Is it Money? ... NO!!!!!

[M+O+N+E+Y =
13+15+14+5+25 = 72%]

Leadership? ... NO!!!!

[L+E+A+D+E+R+S+H+I+P =
12+5+1+4+5+18+19+9+16 = 89%]
Every problem has a solution,
only if we perhaps change our
ATTITUDE
To go to the top,
to that

100%,
 ATTITUDE
A+T+T+I+T+U+D+E
1+20+20+9+20+21+4+5 = 100%

It is OUR ATTITUDE towards

Life and Work that makes OUR
Life 100%
 Why Attitude?

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

Hostile

Dominant Submissive

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

A study (Harvard Univ.) on attitude reveals

When a person gets a job or promotion
- 85% of the time because of attitude
- 15% due to intelligence & knowledge of
specific facts and figures.
Attitude is the FOUNDATION Success is the BUILDING
Factors determining attitude
- Environment
- Experience
- Education
Environment consist of
● Home
● School
● Place of work
● Effect of media
● Cultural background
● Religious background
● Traditions and believes
● Social environment
● Political environment
●
 Benefits of +ve attitude

• Increases productivity
• Fosters team work
• Solves problems
• Improves quality
• Makes a congenial atmosphere
• Breeds loyalty
• Increases profits
• Reduces stress
• Inspires others
While –ve attitude leads to
● Bitterness
● Resentment

● Friction

● Bad image

● High stress levels for themselves

and
● others

Semi negative attitude

Paralysis due to Analysis
There are 8 general steps to build
and maintain positive attitude

• Change focus, look for the positive

• Make a habit of doing it now
• Develop an approach of gratitude
• Build self esteem
• Away from negative influences
• Learn what to do and how?
• Start the day with something +ve
• Training & re-training
 What is motivation ?

Literally motivation means incitement or inducement to

act or move.
-Motivation is the drive that encourages action or
feelings
-Motivation means igniting the spark for action

Most people are good people , but they can do better.

Most people already know what to do to improve their
lives, but they are not doing it.
What is missing – MOTIVATION

Inspiration is a spark to kindle the fire of motivation

 Types of Motivation

External Motivation

Internal Motivation
 External Motivation
External Motivators
- which creates external motivation
* Money (incentive/bonus/commission)
* Fame or fear
* Social appeal
* Security

Advantages of External Motivation

- It gets the job done quickly
- It prevents losses by meeting the deadline
- In the short run, the person’s performance may
improve
Disadvantages of External Motivation
- It is external
- Motivation is there so long the motivator is
there. Once the Motivator goes the motivation
goes
- It causes stress
- Performance is limited to compliance
- In long run , performance goes down
- It destroys creativity
- People gets used to the stick, every time a

bigger stick is required

External Motivation is never valuable to any

organisation
 Internal Motivation
Internal Motivator
- Comes from within

- A pride, a sense of achievement,

a feeling of accomplishment, not for
success or winning but for fulfilment that
comes from having done something

- Originates externally but its manifestation

is internal

- Gives a sense of belongingness

- Long lasting & translates into self

motivation
DE-MOTIVATING FACTORS
-Unfair criticism
-Negative criticism
-Public humiliation
-Rewarding the non-performer
-Failure or fear of failure
-Success leads to complacence
-Lack of of direction MOTIVATORS
-Low self-esteem Give recognition
-Lack of priority Give respect
-Office politics Make work interesting
-Unfair treatment Be good listener
-Poor standard Encourage goal setting
-Frequent change Provide training
-Responsibility without Throw a challenge
authority
TEAM WORK
TOGETHER
EVERYONE
A CHIEVES
MORE

WORKING
TOGETHER
WORKS

COMING TOGETHER IS A BEGINNING

KEEPING TOGETHER IS PROGRESS

WORKING TOGETHER IS SUCCESS

 A good Team Member

encourager of participation
tension reliever
communication helper
process observer
standard setter
active listener
trust builder
interpersonal problem solver
Stages in Team Building

Forming
Storming

Norming

Performing
 Why Teams?

When several people use their skills and

knowledge together, the result should be a
better project.
People working together can sustain the
enthusiasm and lend support needed to
complete the project.
CONVERGENCE & COMPETITION

convergent tech.

Future Industry
Structure
Competitive
Regulated
market
market
Current Industry
Structure

Non-convergent
technology
 Cost

Customer retention
Volume of purchase

Service
Behavioral attitude Margin
Price premium

PROFIT
Word of mouth

SALES

IMPORTANCE OF BEHAVIOUR/ATTITUDE & CUSTOMER CARE

IN OUR BUSINESS
Effective Communication
Modes of Communication

•Speaking /Listening
•Visualizing/Observing

•Writing/reading
Essentials of Communication

•Source
•Message

•Medium

•Receiver
Communication can be through

• Verbal (words)
● 45%

Non verbal
•

(gestures/postures)
● 55%
Important parameters of effective communication

•Perception
•Psychological/emotional

•Filtering

•Clarity of expression

•Listening
Importance of SMILE

•Sell
•More

•Incurring

•Less

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

You cannot change BSNL, but you can change

your office atmosphere by changing your
attitudes and behaviour and be an example for
others!