Notes For Softskill

Participant Handbook
Table of Contents
ivSw - mUjI
Introduction to Soft Skills ....................................................................................1
sµcwr hunr dI jwx-pCwx
Attitude...............................................................................................................5
rv~eIAw
Effective Communication...................................................................................13
pRBwvSwlI sµcwr
Grooming..........................................................................................................25
grïmµg
Interpersonal Skills............................................................................................45
AwpsI g`lbwq sbMDI hunr
Social Interaction...............................................................................................51
smwijk g`lbwq
Group Interaction..............................................................................................69
smUhk g~lbwq
Time Management.............................................................................................79
smW pRbµDn
Resume Preparation..........................................................................................87
rIizaUmy iqAwr krnw
Interview Preparation .......................................................................................93
ieMtrivaU dI iqAwrI
Participant Feedback Form
BwgIdwr PIfbYk Pwrm
2011 © IL&FS Skills Development Corporation Limited

Soft Skills
Symbols Used in This Manual

ies mYnuAl iv~c vrqy gey icµnH
Symbol Meaning
icµnH ArQ
Objectives
audyS
Session Overview
sYsæn dw sµKyp
Knowledge
igAwn
Key Learnings
.mu`K is~iKAw
Worksheets
vrkSIt
Tips
suJwA
Notes
nots
Soft Skills
Introduction to Soft Skills

sµcwr hunr dI jwx-pCwx
Dear Participants,
ipAwry BwgIdwro,
Welcome to Soft Skills training programme. Every profession requires you to possess some specific
technical knowledge of the field. But there are some skills that you require irrespective of the
profession you belong to or the job you hold. This programme is a unique programme designed to help
you inculcate such skills.
sµcwr hunr isKlweI pRogrwm iv~c suAwgq hY[ quhwƒ hr pysæy dy Kyqr sbMDI ku~J Kws qknIkI igAwn dI
loV huµdI hY[ pr ku~J hunr Aijhy huµdy hn jo quhwfy pysæy nwl sbµDq nhIN huµdy hn jW ij~Qy qusIN nOkrI krdy
ho aus nwl sµbµDq nhIN huµdy hn[ ieh pRogrwm ie~k ivl~Kx pRogrwm hY jo quhwƒ Aijhy hunr pYdw krn iv~c
mdd krn leI iqAwr krdw hY[
People who possess a strong, confident and positive attitude are liked by others. When you are well
dressed and well behaved, you immediately form a good and lasting impression on others. Managing
your time and work in a balanced way allows you to be disciplined and achieve a lot within a short time.
These and many more form part of the soft skills that are required in order to be successful in any field.
lok auhnW lokW ƒ psµd krdy hn jo mjæb¨q, swhsI Aqy skwrwqmk rv~eIAw r~Kdy hn[ jdoN qusIN vDIAw
Fµg nwl iqAwr huµdy ho Aqy cµgw ivhwr krdy ho, qW qusIN qurµq horW qy cµgw Aqy sQweI pRBwv bxwaux dy Xog
huµdy ho[ ie~k sµqulq qrIky nwl Awpxy smyN Aqy kµm dw pRbµDn krnw quhwƒ Anusæwsq hox iv~c mdd krdw
hY Aqy G~t smyN iv~c quhwƒ bhuq ku~J pRwpq krn iv~c shwiek huµdw hY[ sµcwr hunr dy ieh Aqy hor bhuq
swry rUp ies dw ih~sw huµdy hn, jo iksy vI Kyqr iv~c sPl hox leI loVINdy huµdy hn[
In this programme, you will learn about the importance of having a positive attitude and how you and
everyone else around you benefits from it. You will know the meaning of ‘Dress to impress’. Having a
balanced schedule, maintaining discipline in your work place and keeping a healthy balance between
work and life are part of time management skills and this programme will help you strike that balance.
You will be taught communication skills, healthy habits, etiquette, interpersonal skills and much more.
This programme will help you to form habits that are essential not only after you have been chosen for
the job but before and during the selection process also.
ies pRogrwm iv~c, qusIN skwrwqmk rv~eIAw r~Kx dI mh~qqw ƒ smJogy Aqy qusIN Aqy quhwfy Awly-duAwly
dy lok ies qoN ikvyN lwB lY skdy hn bwry is~Kogy[ quhwƒ ‘frY~s t¨ ieµpRYs’ dy ArQ dw smJ Awvygw[ ie~k
sµqulq SIifaUl hoxw, Awpxy kµm dI jgHw qy Anusæwsn bxweI r~Kxw Aqy kµm Aqy jIvn dy ivckwr ie~k cMgw
sµquln bxweI r~Kxw smW pRbµDn hunr dw ih~sw hY Aqy ieh pRogrwm quhwƒ sµquln pRwpq krn iv~c mdd
krygw[ quhwƒ sµcwr hunr, cMgIAW AwdqW, slIkw, ivAkqIgq hunr Aqy hor bhuq ku~J isKwieAw jwvygw[
ieh pRogrwm quhwƒ AijhIAW AwdqW bxwaux iv~c mdd krygw jo nw isrP quhwƒ nOkrI leI cuxy jwx dy
bwAd leI jær¨rI hn, pr cox pRikirAw qoN pihlW Aqy dOrwn vI mdd krygw[

Your trainer will show you multimedia based content on each of these themes. Each multimedia theme
has a quiz at the end. This will help you check your understanding of the theme. You will be provided
with a Participant Handbook that contains information on various themes. Each session ends with
(a) Key Learnings (b) Worksheet questions. The key learnings are a summary of the theme, while the
worksheet questions are a learning confirmation.
quhwfw tRynr quhwƒ hr QIm qy mltImIfIAw ADwrq sm~grI idKwvygw[ hr mltImIfIAw QIm dy Aµq qy ie~k
kivjæ jW svwl jvwb dw sYSn huµdw hY[ ieh quhwƒ QIm dI AwpxI smJ ƒ cY~k krn iv~c mdd krygw[
quhwƒ BwgIdwr leI ikqwbcw muh~eIAw krvwieAw jwvygw ijs iv~c v~K-v~K QIm qy jwxkwrI Swml hovygI[
hr ie~k sYsæn (a) kI is~iKAw (A) vrksæIt svwlW dy nwl Kqm huµdw hY[ kI is~iKAw QIm dw sµKyp huµdy
hn jdik vrksæIt svwl is~Kx dI pusætI krdy hn[
Everyone dreams of being the best at their job. This programme will help you reach a little closer to
achieving that dream. All the very best and enjoy the programme!
hr koeI Awpxy kµm qy sB qoN vDIAw hox dw supnw dyKdw hY[ ieh pRogrwm quhwƒ ies supny ƒ pRwpq krn
dy nyVy phuµcx iv~c mdd krygw[ quhwƒ sB ƒ SuBkwmnwvW Aqy pRogrwm dw Awnµd lvo!
2
LIFE 2 Soft Skills
General Instructions
Awm hdwieqW
1. Greet your instructor and the other participants when you enter the class.
1. jdoN qusIN klws iv~c dwKl hovo qW Awpxy is~iKAk Aqy hor BwgIdwrW ƒ siq SRI Akwl kro[
2. Always be punctual for every class.
2. hmysæw hr klws iv~c smyN qy phuMco[
3. Be regular. Candidates who fall short of the required attendance will not be certified.
3. inXmq rho[ auh aumIdvwr jo loVINdI hwjærI p¨rI nhIN krdy hn auhnW ƒ qsdIk nhIN kIqw jwvygw[
4. Inform your instructor if, for any reason, you need to miss class.
4. jykr, iksy vI kwrn krky, quhwƒ klws ims krnI hY qW Awpxy is~iKAk ƒ sïcq kro[
5. Pay attention to what your instructor is saying or showing.
5. quhwfy is~iKAk ny jo vI ikhw jW idKwieAw hY aus v~l iDAwn dyvo[
6. If you do not understand something, put up your hand and seek clarification.
6. jykr quhwƒ ku~J vI smJ nhIN Aw irhw hY, qW Awpxw h~Q auTwE Aqy spsætIkrn dI mµg kro[
7. Make sure you do all the exercises at the end of each session in this book.
7. ieh XkInI bxwE ik qusIN ies ikqwbcy dy hr sæYsæn dy Aµq qy id~qy swry AiBAws p¨ry kro[
8. Practice any new skills you have learnt as many times as possible. Seek the help of your Trainer
or co-participant for practice.
8. ijhnW sµBv ho sky auhnW izAwdw nvyN is~Ky hunr dw AiBAws kro[ AiBAws leI Awpxy is~iKAk
jW sih-BwgIdwr dI mdd lvo[
9. Make sure you are neatly attired and presentable at all times.
9. ieh XkInI kro ik qusIN shI k~pVy pihny hn Aqy hr vyly cMgy l~go[
10. Participate actively in all the activities, discussions and games during training.
10. isKlweI dy dOrwn swry kµmW, crcw Aqy KyfW iv~c srgrmI nwl ih~sw lvo[
11. Always take bath, wear clean clothes and comb your hair before you come to class.
11. hmysæw klws iv~c Awaux qoN pihlW iesænwn kro, swPæ k~pVy pihno Aqy Awpxy vwl kµGI kro[
12. The three most important words you must always remember and use in your daily conversation
are PLEASE, THANK YOU and SORRY.
12. iqµn sB qoN mh~qvp¨rn sæbd jo quhwƒ hmysæw Xwd r~Kxy cwhIdy hn Aqy AwpxI rojæwnw dI
g~lbwq iv~c vrq skdy ho auh hn ikrpw krky, quhwfw Dµnvwd Aqy APæsos hY[
3 3

4
Participant Handbook Attitude
Attitude
rv~eIAw
At the end of this session, you will be able to
ies sYsæn dy Aµq qy, qusIN
TT identify ways to develop a positive attitude.
TT ie~k skwrwqmk rv~eIAw ivksq krn leI qrIky dI pCwx krn dy Xog ho
jwvogy[
Session Plan
sYsæn dI Xojnw
Session Overview
1
sYsæn dw sµKyp
Why Have a Positive Attitude
2
ie~k skrwqmk rv~eIAw ikauN hoxw cwhIdw hY
Developing a Positive Attitude
3
skrwqmk rv~eIAw ivksq krnw
Key Learnings
4
kI is~iKAw
Worksheet
5
vrksæIt
Session Overview
sYsæn dw sµKyp
One of the most significant qualities of happy, successful people is their ability to be positive. Whether
life is going well or becoming challenging, a positive attitude always helps to make the situation better.
Kusæ, sPl lokW dy sB qoN mh~qvp¨rn guxW iv~coN ie~k hY auhnW dI skwrwqmk hox dI Xogqw[ BwvyN izMdgI
vDIAw cl rhI hY jW cuxOqI vwlI hY, ie~k skwrwqmk rv~eIAw hmysæw siQqI ƒ ibhqr bxwaux iv~c mdd
krdw hY[
Positivity enables you to see, value and enjoy everything good that life has to offer. It keeps your
outlook bright, hopeful and young.
skrwqmkqw quhwƒ izMdgI v~loN id~qI hr vDIAw cIz ƒ vyKx, ausdw mu~l pwaux Aqy Awnµd lYx dy Xog
krdI hY[ ieh quhwfI bwhrI id~K ƒ cmkdwr, aumId vwlIw Aqy jvwn bxwauNdI hY[

Soft Skills
Why Have a Positive Attitude

skrwqmk rv~eIAw ikauN hoxw cwhIdw hY
A positive attitude is essential to become a happy, productive and successful person. If you don’t make
a conscious effort to be positive and stay positive, it is very easy to slip into the trap of negative thinking.
skwrwqmk rv~eIAw Kusæ, lwBkwrI Aqy sPl ivAkqI bxn leI jær¨rI hY[ jykr qusIN scyq skwrwqmk ho
Aqy skwrwqmk rihx leI jqn nhIN krdy ho, qW nkwrwqmk soc dy jwl iv~c Psxw bhuq hI Awswn hY[
A negative attitude is unhealthy and can prevent you from enjoying life.
ie~k nkwrwqmk rv~eIAw ishq leI nukswndyh huµdw hY Aqy quhwƒ izMdgI dw Awnµd lYx qoN rok skdw hY[
On the other hand, a positive attitude has several benefits:
d¨jy pwsy, ie~k skwrwqmk rv~eIey dy keI lwB huµdy hn:
TT It enables you to achieve your goals successfully.
TT ieh quhwƒ Awpxy tIcy ƒ sPlqwp¨rk pRwpq krn dy Xog krdw hY[
TT It lends more dynamism and energy to your life.
TT ieh quhwfI izMdgI ƒ hor gqIsæIlqw Aqy aUrjw idµdw hY[
TT It helps you to turn difficult situations into opportunities to learn.
TT ieh musækl hwlwq ƒ is~Kx dy mOky iv~c bdlx iv~c quhwfI mdd krdw hY[
TT It gives you greater emotional strength.
TT ieh quhwƒ v~fI Bwvwqmk qwkq idµdw hY[
TT It helps you to inspire yourself and others you work with.
TT ieh quhwƒ Awpxy Awp ƒ Aqy quhwfy nwl kµm krdy hor ivAkqIAW nUM pRyirq krn iv~c mdd krdw hY[
TT It makes you more pleasant to be around.
TT ieh quhwƒ Awly-duAwly KuS rihx iv~c mdd krdw hY[
To understand this idea better, let’s examine two people’s personalities.
ies ivcwr ƒ ibhqr smJx leI, AwE do lokW dy suBwA bwry g~l krIey[
Vishwa and Lalita
ivSvw Aqy lilqw
Vishwa and Lalita study together.
ivsævw Aqy lilqw iek~Ty pVHdy hn[
Vishwa is good at his work, but is always complaining about everything to everyone he meets. He
spends lunch breaks discussing how he always has so much work to do but never gets rewarded. He
also gossips a lot about his classmates. He tells his friends how his classmates waste their time in
college and still do well in college.
ivsævw Awpxw kµm cµgI qrHW krdw hY, pr hmysæw auh ijs ƒ vI imldw hY aus ƒ hr cIjæ bwry iSkwieq
krdw hY[ auh Awpxy dupihr dy Kwxy dy smyN ƒ ies crcw iv~c Krc krdw hY ik aus ƒ hmysæw iknHW kµm
krnw pYNdw hY pr aus ƒ iesdw Pl kdy nhIN imldw hY[ auh Awpxy sih-pwTIAW dy bwry vI bhuq g~l krdw
hY[ auh Awpxy dosqW ƒ d~sdw hY aus dy sih-pwTI ikvyN kwlj iv~c Awpxw smW brbwd krdy hn Aqy iPr
vI kwlj iv~c vDIAw krdy hn[
6
Lalita enjoys what she does and takes pride in her work. She is always looking to learn and improve. In
addition, she also participates actively in the college events and works hard to develop a healthy team
spirit in her class. In return, her classmates and teachers always turn to her for any help or important
tasks.
lilqw jo vI krdI hY, aus dw Awnµd mwxdI hY Aqy aus qy grv krdI hY[ auh hmysæw is~Kx Aqy suDwr krn
leI iqAwr rihµdI hY[ies dy nwl, auh kwlj dy smwgmW iv~c srgrmI nwl ih~sw lYNdI hY Aqy AwpxI
klws iv~c vDIAw tIm jzby ƒ ivksq krn leI sKæq imhnq krdI hY[ ies dy bdly, aus dy sih-pwTI
Aqy AiDAwpk hmysæw iksy vI mdd jW mh~qvp¨rn kµm leI aus dI mdd krdy hn[
From the profiles of Vishwa and Lalita as described here, it is clear that Lalita is more positive than
Vishwa. What’s more, she also seems happier, productive and more valued by people around her.
That’s the power of a positive attitude in action!
ivsævw Aqy lilqw dI proPweIl qoN ijvyN ik ie~Qy d~isAw igAw hY, ieh spsæt hY ik lilqw ivsævw qoN v~D
skwrwqmk hY[ ies qoN ielwvw, auh Kæusæ, lwBkwrI Aqy Awpxy Awly-duAwly dy lokW v~loN izAwdw kdr pRwpq
krdI hY[ ieh kwrvweI iv~c ie~k skwrwqmk rv~eIey dI sækqI hY!
Developing a Positive Attitude

skwrwqmk rv~eIAw ivksq krnw
Developing a positive attitude isn’t always easy because it requires a shift in your way of thinking.
However, with a little bit of effort and hard work, you will find yourself gradually viewing events and
people more positively.
ie~k skwrwqmk rv~eIAw ivksq krnw hmysæw Awswn nhIN huµdw hY ikauik ies leI soc dy Awpxy Fµg iv~c
bdlwA krn dI loV huµdI hY[ pr, QoVHy ijhy jqn Aqy sKæq imhnq dy nwl, qusIN Awpxy Awp hOlI-hOlI kµm
Aqy lokW ƒ vDyry skwrwqmk dyKx l~g jwvogy[
Here are some methods that you can use to develop a positive attitude:
ie~Qy ku~J Aijhy Fµg hn, ijnHW nUM qusIN ie~k skwrwqmk rv~eIAw ivksq krn leI vrq skdy ho:
TT Be Grateful: In life, there will always be people who have more or less than you. The key to
being happy and staying positive lies in your ability to be aware of everything you have been
blessed with. Sometimes, this takes a conscious effort to identify the many things that you take
for granted – your friends, your family or even just the view from your room window. A good
way to support this thinking is to make a list of 3-5 things that you are grateful for at the end of
every day.
TT sæukrgujæwr hovo: izMdgI iv~c, hmysæw Aijhy lok imlxgy jo quhwfy qoN v~D jW G~t hoxgy[ Kusæ Aqy
skwrwqmk rihxw quhwƒ pRwpq hoeI hr cIz bwry jwx¨ hoxw quhwfI AwpxI Xogqw qy inrBr krdw
hY[ keI vwr - AijhIAW cIzW ƒ pCwxn iv~c keI jqnW dI loV huµdI hY ijhnW ƒ qusIN hlky iv~c
lYNdy ho ijvyN ik quhwfy dosq, quhwfw pirvwr jW quhwfy kmry dI iKVkI dw idRS[ ies soc dw smrQn
krn leI ie~k cµgw qrIkw ieh hY ik AijhIAW 3-5 cIzW dI s¨cI bxwE ijhnW leI qusIN hr idn
dy Aµq qy DµnvwdI huµdy ho[
TT S urround Yourself with Positivity: Your surroundings affect a lot of your behaviour. Thus, you
should make a conscious effort to surround yourself with positivity – watch inspiring movies,
keep the company of positive people, listen to uplifting music and read positive literature. Doing
this goes a long way in maintaining a feeling of positivity. If you constantly find yourself mingling
with gossip-mongers, chances are that you will become like them. So watch out!
TT Awpxy Awly-duAwly skwrwqmkqw r~Ko: quhwfw mwhOl quhwfy ivvhwr ƒ bhuq pRBwivq krdw hY[ ies
leI, quhwƒ Awpxy Awly duAwly skwrwqmkqw r~Kx dI pUrI koisæsæ krnI cwhIdI hY - ijvyN ik

Soft Skills
pRyrnwdwiek iPlm dyKxw, skwrwqmk lokW dI sµgq iv~c rihxw, vDIAw sµgIq suxnw Aqy skwrwqmk
swih~q pVHnw[ ieh krnw skwrwqmkqw dI Bwvnw ƒ lµmy smyN q~k kwiem r~Kdw hY[ jykr qusIN
lgwqwr Awpxy Awp ƒ cuglI-krn vwly nwl r~Kdy ho, qW iesdy mOky izAwdw hn ik qusIN auhnW ijhy
ho jwvygy[ ies leI iDAwn r~Ko!
TT ake Failure a Teacher: Most people fear failure the most. However, positive people view
M
failures and disappointments as a stepping stone to success. As a positive person, you must
treat failures and disappointments as opportunities to learn and improve from your mistakes. No
matter how bad a situation may be, there must be an unwavering belief in the light at the end of
the tunnel.
TT AsPælqw nµ gur¨ bxwau: izAwdwqr lok AsPlqw qoN sB qoN v~D frdy hn[ pr, skwrwqmk
lok AsPlqw Aqy inrwsæw ƒ sPlqw dw pihlw kdm mµndy hn[ ie~k skwrwqmk ivAkqI dy qOr
qy, quhwƒ AsPlqw Aqy inrwsæw ƒ AwpxIAW glqIAW qoN is~Kx Aqy Awpxy Awp iv~c suDwr krn
dy mOky dy qOr qy dyKxw cwhIdw hY[ ies nwl koeI Prk nhIN pYNdw kI koeI siQqI ikµnHIN burI hY, au~Qy
surµg dy Aµq ‘qy rOsænI iv~c ie~k idRVH ivsævws hoxw cwhIdw hY[
TT L earn to Forgive: A lot of times, we think about situations in the past that caused us a lot of pain
and wish the same pain upon the people responsible. This negativity, while offering short-term
satisfaction, ends up making you more negative. You must learn to let go of the past, accept
people for what they are and move on. This doesn’t mean that you should be foolish and let
yourself be taken for a ride again. Instead, it shows that you have learnt your lesson and moved
ahead with your life.
TT mwPæ krnw is~Ko: keI vwr, AsIN pihlW dy keI Aijhy hwlwqW bwry socdy hW, ijhnW krky swƒ
drd hoieAw sI Aqy jo lok aus leI izMmyvwr sn auhnW ƒ vI auhI drd dyx bwry socdy hW[ ieh
nkwrwqmkqw, quhwnUM QoVHy smyN leI hI sµqusætI idµdI hY, Aµq iv~c quhwƒ hor nkwrwqmk bxwauNdI
hY[ quhwƒ bIqy smyN ƒ Bu~lxw, is~Kx dI loV hY, lok jo hn, auhnW ƒ ausy qrHW svIkwr krnw Aqy A~gy
vDx dI loV hY[ ies dw mqlb ieh nhIN hY ik quhwƒ m¨rK hoxw cwhIdw hY Aqy Awpxy Awp ƒ dobwrw
auhI AnuBv krvwauxw cwhIdw hY[ ies dI bjwie, ies dw mqlb hY ik qusIN Awpxy jIvn iv~c sbk
is~iKAw hY Aqy A~gy v~D gey ho[
TT on’t Complain: A common mistake that most of us make is the tendency to complain about
D
things that are going wrong in our lives. However, if you want to be positive, it is important to
recognize the good things in your life. A good way to start becoming aware of your complaining
would be to change the hand on which you wear your wristwatch every time you complain. Your
goal should be to keep your watch on the same hand for as long as you can.
TT iSkwieq nw kro: ie~k Awm glqI jo swƒ sB ƒ krn dI Awdq hY auh hY swfI izMdgI iv~c glq
cIzW bwry iSkwieq krnw[ pr, jykr qusIN skwrwqmk hoxw cwhuµdy ho, qW ies leI ieh jær¨rI hY ik
quhwƒ Awpxy jIvn iv~c cµgIAW cIzW dI pCwx krnw jr¨rI hY[ AwpxI iSkwieqI suBwA bwry jwxn
dw ie~k cµgw qrIkw ieh hY ik hr vwr iSkwieq krn vylHy aus h~Q qoN GVI auqwr ky dUsry h~Q qy
bMnHo[ quhwfw tIcw hovygw ik qusIN ijhnW icr sµBv ho sky auhnW smW ausy h~Q qy AwpxI GVI r~Kogy[
TT F ocus on the Good Within: All of us have many strengths and weaknesses. Often, we focus on
our weaknesses far more than our strengths leading to a lack of confidence and belief. To see
positivity in the world outside, it is important to be able to see the positivity within yourself.
Focus on the good in you and you will start seeing the good in others and the world around.
TT Awpxy Aµdr cµgy qy Poks kro: swfy swrIAW iv~c bhuq qwkqW Aqy kmjæorIAW hn[ Aksr, AsIN
AwpxI qwkq qy bjwie AwpxI kmjæorI qy izAwdw iDAwn idµdy hW ijs nwl Brosw Aqy ivsævws dI
kmI AwauNdI hY[ bwhrI sµswr iv~c skwrwqmkqw dyKx leI, Awpxy Awp iv~c skwrwqmkqw dyKx dy
Xog hoxw jær¨rI hY[ Awpxy Awp iv~c cµgy qy Poks kro Aqy qusIN horW Aqy Awly-duAwly dy sµswr
iv~c cµgw dyKxw sæur¨ kr dyvogy[
8
These are some pointers that will help you develop a positive attitude. Remember that building positivity
takes time, so it is important to keep at it and be patient with yourself. No matter the situation, it is
important to keep your spirits up and keep moving forward.
ieh ku~J sµkyq hn jo quhwƒ ie~k skwrwqmk rv~eIAw ivksq krn iv~c mdd krygw[ Xwd r~Ko ik
skwrwqmk hox iv~c smW l~gdw hY, ies leI ies ƒ r~Kxw mh~qvp¨rn hY Aqy Awpxy Awp nwl DIrj
r~Ko[ koeI vI siQqI hovy, quhwƒ Awpxw jzbw au~cw r~Kxw cwhIdw hY Aqy A~gy vDxw cwhIdw hY
Key Learnings
mu`K is~iKAw
Summarise your learning here. Write your answers in the space provided.
ie~Qy qusIN jo is~iKAw aus nUM sMKyp iv~c ilKo[ muh~eIAw kIqI KwlHI QW qy Awpxy jvwb ilKo[
1. Why is it important for you to develop a positive attitude?

1. quhwƒ skwrwqmk rv~eIAw ivksq krnw ikauN jær¨rI hY?
2. How can you go about developing a positive attitude?

2. qusIN skwrwqmk rv~eIAw ivksq krn leIy kI kr skdy ho?
Worksheet
vrkSIt
1. Which of the following are benefits of having a positive attitude?

1. hyT iliKAW iv~coN skwrwqmk rv~eIey ikhVy lwB hn?
a. Increased weight
a. Bwr vDxw
b. Lower stress
b. qxwA G~txw

Soft Skills
c. Reduced energy and enthusiasm

c. GtI aUrjw Aqy auqsæwh
d. Less emotional strength
d. G~t Bwvwqmk qwkq
e. Better team player
e. ibhqr tIm iKfwrI
f. Greater success in achieving goals
f. tIcy pRwpq krn iv~c ijAwdw sPl hoxw
2. adha had become very stressed. Moreover, she had become a miserable person who only
R
thought negatively. However, she recognised that she needed to develop a more positive attitude
towards life. In order to do so, she started doing the following things:
2. rwDw bhuq hI qxwA iv~c clI geI sI[ ies dy ielwvw vI, auh duKI ivAkqI bx geI sI, jo ik
isrP nkwrwqmk socdw hY[ pr, aus ny mµinAw ik aus ƒ izMdgI bwry skwrwqmk rv~eIAw Apxwaux
dI loV hY[ Aijhw krn leI, aus ny hyT ilKy kµm krny sæur¨ kr id~qy:
a. She started maintaining a diary to make a list of things that she was grateful for everyday.
g. aus ny auhnW cIzW dI ie~k s¨cI bxwaux leI fwierI r~Kxw sæur¨ kIqw ijs leI auh rojæwnw
DµnvwdI sI[
b. She enrolled herself in a movie club that screened inspiring movies from across the world.
h. auh ie~k iPlm kl~b iv~c Swml ho geI, jo sµswr Br dIAW pRyrxwdwiek iPlmW idKweIAW
jWdIAW sI[
c. I nstead of cribbing about situations, Radha decided she would assess if there was
something she could do to improve the situation and act on it. If not, she would accept
the situation for what it was.
i. hwlwqW qoN Gbrwaux dI bjwie, rwDw ny PYslw kIqw ik auh jwiejæw krygI ik hwlwqW ƒ suDwrn
leI kI kIqw jw skdw hY Aqy aus au~pr kµm krygI[ jykr nhIN, qW auh siQqI ƒ svIkwr
krygI cwhy ku~J vI hovy
d. S he began appreciating her own strengths and, at the same time, began admiring the
strengths of others.
j. aus ny AwpxI qwkq dI sælwGw krnw sæur¨ kIqw Aqy nwl nwl, horW dI qwkq dI kdr krnI
Sur¨ kr id~qI[
Which methods of developing a positive attitude did Radha employ?
rwDw ny skwrwqmk rv~eIAw ivksq krn leI ikhVy Fµg dI vrqoN kIqI hY?
10
Notes
nots
11

Soft Skills
12
Participant Handbook Effective Communication
Effective Communication
pRBwvSwlI sµcwr
ies sYsæn dy Aµq ‘qy, qusIN
TT state the importance of clear communication.
TT spSt sµcwr dw mh~qv d~sx leI Xog ho jwEgy[
Session Plan
sYSn Xojnw
Session Overview
1
sYsæn dw sµKyp swr
What is Communication
2
sµcwr kI huµdw hY
Communication with Peers
3
swQIAW nwl sµcwr
Communication with Customers
4
gwhk dy nwl sµcwr
Barriers to Communication
5
sµcwr iv~c rukwvtW
Key Learnings
6
mu~K is~iKAw
Worksheet
7
vrksæIt
Session Overview
sYsæn dw sµKyp
When you were born, your first cry told everyone that you had arrived in this world. When you were
hungry you cried. As a baby the expressions on your face told your care giver that you were not
comfortable. After a few months, you began saying simple words such as ‘bye’ or ‘yes’ or ‘no’. Then
slowly you started speaking short sentences. Later when you went to school you learnt the alphabet.
Today you can gesture, speak and write to express yourself. These are different ways in which we
‘communicate’ with others.
jdoN quhwfw jnm hoieAw sI, qW qusIN pihlW r oky swirAW ƒ d~isAw ik qusIN ies dunIAw iv~c Aw gey ho[
jdoN quhwƒ Bu~K l~gI qW qusIN roey[ ie~k b~cy dy qOr ‘qy quhwfy ichry dI dy hwv Bwv ny quhwfI dyKBwl krn
vwly ƒ d~isAw ik qusIN Awrwm mihs¨s nhIN kr rhy ho[ ku~J mhIny bwAd, qusIN ‘bwie’ jW ‘hW’ jW ‘nhIN’
vrgy srl sæbd kihx l~gy[ iPr hOlI-hOlI qusIN Coty vwk bolx l~gy[ iPr jdoN qusIN sk¨l iv~c gey, qW
qusIN vrxmwlw is~KI[ A~j qusIN AwpixAW BwvW ƒ ieSwry krky, bol ky Aqy ilK ky spSt kr skdy ho[
13

Soft Skills
ieh Aijhy v~K-v~K qrIky hn, ijhnW rwhIN AsIN ie~k d¨sry dy nwl ‘sµcwr’ kr skdy hW[
But what is communication? In this lesson, you will learn what communication is, how and why we
communicate and the barriers to communication.
pr sµcwr kI huµdw hY? ieh pwT iv~c, qusIN jwxogy ik sµcwr kI huµdw hY, Aqy AsIN sµcwr ikvyN Aqy ikauN krdy
hW Aqy sµcwr iv~c ikhVIAW rukwvtW pyS AwauNdIAW hn[
What is Communication
sµcwr kI huµdw hY
Communication is being able to clearly state one’s thoughts or message to another person.
Communication is the process by which people exchange information and feelings through verbal and
non-verbal messages. The act of communication requires skills such as speaking, listening, observing,
questioning, processing, analyzing and evaluating.
sµcwr dw ArQ hY AwpixAW BwvW jW sunyihAW ƒ swPæ-swPæ iksy hor ivAkqI A~gy zwhr krnw[ sµcwr ie~k
AijhI pRikirAw ijs nwl lok jæbwnI Aqy gYr-zbwnI sunyihAW duAwrw jwxkwrI Aqy BwvW dw Awdwn-pRdwn
krdy hn[ sµcwr krn leI bolx, suxn, dyKx, svwl krn, pRosYisµg, ivsælysæx Aqy mulWkx dy hunr dI
loV huµdI hY[
Communication consists of two aspects, verbal and non-verbal. Verbal communication includes all the
spoken elements.
sµcwr dy do pihl¨ huµdy hn, jæbwnI Aqy gYr-jæbwnI[ jæbwnI sµcwr iv~c boly jwx vwly Sbd sæwml huµdy hn[
Non verbal communication includes body language, gestures, facial expressions, eye contact, etc.,
which also become a part of the communicating process; as well as the written and typed modes of
communications.
gYr-jæbwnI sµcwr iv~c srIr dy hwv-Bwv, ieSwry krnw, ichry dy hwv Bwv, A~KW dw sµprk, Awid Swml
huµdy hn, jo ik sµcwr dI pRikirAw; iesdy nwl hI ilKqI jW tweIp kIqy sµcwr dw vI ie~k ih~sw bxdy hn[
In fact, communication is only successful when both the sender and the receiver understand the same
information as a result of the communication.
Asl iv~c, sµcwr isrP audoN hI sPl huµdw hY, jdoN Byjx vwlw Aqy pRwpq krn vwlw, dohyN sµcwr dy nqIjy
dy qOr ‘qy ie~ko ijhI hI jwxkwrI smJdy hn[
If there is clarity in communication, that means the goal of communication will be achieved.
jykr sµcwr sp~sæt hovy, qW iesdw ArQ huµdw hY ik sµcwr dw tIcw pRwpq ho jwvygw[
Communication with Peers

swQIAW nwl sµcwr
Here is a scenario where some CSRs are chatting. Shruti and Sanaya are talking together.
ie~Qy ie~k idRS-ic~qrn hY ij~Qy k~uJ sIAY~sAwr (CSRs) cYt kr rhy hn[ særuqI Aqy snwieAw ie~k d¨sry
nwl g~l kr rhIAW hn[
Ravi comes along and interrupts rudely:
nwl hI rvI Aw jWdw hY Aqy bdqmIzI nwl rukwvt pwauNdw hY:
14
Ravi: Hey, you girls keep chatting all day long. Shopping, makeup is this all you think of?
rvI: hwie, qusIN kuVIAW swrw idn hI g~lW krdIAW rihµdIAW ho[ qusIN isrP SOipµg, myk-A~p bwry hI
socdIAW ho?
Shruti: Ravi! Don’t be so rude, you can see we are in the middle of a conversation!
særuqI: rvI! ieµJ bdqmIz nw bxo, qusIN dyK skdy ho AsIN koeI g~l kr rhIAW hW!
Ravi: What conversation? Let’s talk about the Oscar movies or something!
rvI: ikhVI g~l? c~lo Awskr iPlm jW iksy hor cIjæ bwry g~l krdy hW!
Shruti: No thanks.
særuqI: nhIN Dµnvwd[
Bunty comes along.
nwl hI bµtI Aw jWdw hY[
Bunty: Hey, may I interrupt this interesting conversation?
bµtI: hy, kI mYN ies idlcsp g~lbwq iv~c rukwvt pw skdw hW?
Shruti: Hey..hey…. Everyone wants to know what we are talking about.
særuqI: hy..hy .... hr koeI ieh jwnxw cwhuµdw hY ik AsIN iks bwry g~l kr rhIAW hW[
Bunty: Yes please. Tell us – it sounds so interesting!
bµtI: jI hW, iblkul[ swƒ d~so - ieh idlcsp l~g irhw hY!
Shruti: We were talking about this book that our Lead told us to read – it has some great points you
know.
sær¨qI: AsIN ies ikqwb bwry g~l kr rhIAW hW, jo ik Awpxy lIf ny swƒ iesƒ pVHn leI ikhw sI - qusIN
jwxdy ho ies iv~c ku~J bhuq cµgIAW g~lW hn[
Bunty: Really? Tell me…
bµtI: s~c? mYƒ d~so…
A joinee who has joined just that day comes in.
ie~k Swml hoieAw viAkqI jo au~sy idn hI Swml hoieAw sI, auh AwauNdw hY[
Ravi (calls out to him rudely): Hey there kiddo!. Come here! Tell us what you think of our BPO.
rvI (aus nwl bdqmIzI nwl boldy hoey): kI hwl hY b~cy! ie~Qy Aw! swƒ d~s ik swfy bIpIE bwry qyrw kI
iKAwl hY[
Shruti (in a friendly tone): You can join our table if you want… Chetan
særuqI (ie~k dosqwnw Awvwjæ iv~c): jykr qusI cwho qW swfy tybl ‘qy bYT skdy ho........cyqn
Samir, their team leader, walks up.
smIr, auhnW dw tIm lIfr, au~QoN in~kldw hY[
Bunty jumps up, nervous and stiff.
bµtI Gbrw ky Aqy ru~k jWdw hY Aqy nwl dy nwl KVHw ho jWdw hY[
Sanaya: Hello Sir. Will you have a cup of tea with us?
snwieAw: hYlo sr[ kI qusIN swfy nwl cwh pIEgy?
15

Soft Skills
Samir: Hello everyone. Sure, tea sounds good. Bunty, relax.

smIr: s~B ƒ hYlo[ hW iblkul, cwh pIxw cµgw l~gygw[ bµtI, SWq ho jwE[
Bunty: Thank you for joining us Sir, thank you. We are grateful.
bµtI: swfy nwl sæwml hox leI Dµnvwd sr, Dµnvwd[ AsIN sæukrgujæwr hW[
Samir(laughing): Nothing to be grateful about Bunty! In fact I can use this time to understand what
challenges you guys are facing in the new job until now…
smIr (h~sdy hoey): sæukrgujæwr hox dI koeI loV nhIN hY bµtI! Asl iv~c mYN ies smyN dy dOrwn ieh jwx
skdw hW ik qusIN Ajy q~k nvyN kµm iv~c ikhVIAW cuxOqIAW dw swhmxw kIqw hY ...
Shruti: Well, Sir, thank you for asking. We did want to talk to you about the transport pick up drop….
særuqI: vYsy, sr, pu~Cx leI quhwfw Dµnvwd[ AsIN quhwfy nwl AwvwjweI, cu~kx-C~fx bwry g~l nhIN krnw
cwhuµdy sI ....
Based on the conversation above, let us look at the Do’s and Don’ts while communicating with peers.
auprokq g~lbwq dy AwDwr ‘qy, c~lo dyKdy hW ik swQIAW dy nwl g~l krn smyN kI krnw cwhIdw hY Aqy kI
nhIN krnw cwhIdw hY[
Do’s Don’ts
kI krnw cwhIdw hY kI nhIN krnw cwhIdw hY
Smile Avoid having an unkind expression
muskrwauxw burI AiBivAkqI qoN bco
Keep your arms open - Shows positive body Do not keep hands on hip – Shows aggressive
language body language
bwhW Ku~lHIAW r~Kxw : skwrwqmk srIrk hwv- h~QW ƒ pu~Ty au~pr nw r~Ko : ieh nkwrwqmk srIrk
Bwv drswauNdw hY hwv-Bwv drswauNdw hY
Be friendly in tone of voice even while teasing Do not use challenging tone of voice
your friends
au~cI Awvwz iv~c nw bolo
im~qrW dy nwl mzwk krn vyly dosqwnw Awvwz
iv~c g~l krnw
Welcome juniors Do not show lack of courtesy in choice of words
used
.CoitAW dw suAwgq krnw
vrqy gey sæbdW dI cox iv~c inmrqw nw idKwauxw
Speak slowly and clearly Do not be nervous or speak fast
hOlI Aqy sw& bolxw Gbrw ky jW qyz nw bolo
Be respectful in your choice of words Do not use rude words
AwdrXog SbdW dI cox krnw bdqmIzI vwly Sbd nw cuxo
Be genuine Do not use over-polite language; it seems
affected
s~cy rihxw
ijAwdw inmrqw vwlI BwSw dI vrqoN nw kro; ieh
S~k pYdw krdI hY
16
Communication with Customers

gwhk dy nwl sµcwr
Communication with customers is the base on which the entire BPO service rests. Let us first look at
some incorrect ways of communicating with the customer.
gwhkW dy nwl sµcwr dw AwDwr auh hI huµdw hY, ijs au~pr p¨rI bIpIE syvw ADwrq huµdI hY[ c~lo pihlW
sµcwr dy ku~J glq qrIikAW au~pr gOr krdy hW[
Look at Sanaya here, taking a customer complaint.
ie~Qy snwieAw ƒ dyKo, jo ik gwhk dI iSkwieq sux rhI hY[
Scenario: 1
idRS: 1
Sanaya: Good morning Ma’am, this is Sanaya here, what can I do for you?
snwieAw: Su~B idn mYfm, mYN snwieAw g~l kr rhI hW, mYN quhwfy leI kI kr skdI hW?
Customer: Hi, yes, I wanted to register a complaint about the CD Player that I bought from Mitushi
electronics last week. It is…
gwhk: hwie, jI hW, mYN ie~k CD plyAr dI iSkwieq drj krwauxw cwhuµdI hW, jo ik mYN ipCly hPæqy imquSI
ielYktRoinks qoN KrIidAw sI[ ieh…
Sanaya: Okay sure Ma’am, can you tell me what the problem is…
snwieAw: jI iblkul mYfm, kI qusIN mYƒ d~s skdy ho ik ies iv~c kI sm~isAw hY ...
Customer: …I am trying to tell you that. The remote does not work even though I changed…
gwhk: … mYN quhwƒ auhI d~sx dI koisæsæ kr rhI hW[ irmot kµm nhIN kr irhw hY ie~QoN q~k ik mYN iesƒ
bdlw vI cu~kI hW ...
Sanaya: Ma’am did you try changing the batteries.
snwieAw: mYfm kI qusIN bYtrI ƒ bdl ky clwaux dI koisæsæ kIqI sI[
Customer: I was just telling you that I did… I even tried to restart…
gwhk: mYN bs quhwƒ ieh kih rhI hW ik mYN ... mYN rIstwrt krky vI koisæsæ kIqI sI...
Sanaya: Oh sorry Ma’am, then why don’t you try to restart it once…
snwieAw: mYN mw&I cwhuµdI hW mYfm, qusIN iesƒ ie~k vwr iPr rIstwrt krky clwaux dI koiSS ikauN nhIN
krdy ...
Customer: Why don’t you tell me then what my problem is since you don’t want me to speak?!! I will
call back later when you have finished talking to yourself. I will speak to the Manager now, if he is ready
to listen!
gwhk: qusIN mYƒ myrI sm~isAw bwry ikauN nhIN d~sdy, ikauik qusIN mYƒ bolx nhIN dyxw cwhuµdy ho?!! mYN audoN
g~l krWgI jdoN quhwfI Awpxy Awp dy nwl g~l p¨rI ho jwvygI[ mYN huxy mYnyjr nwl g~l krWgI, jykr auh
suxn leI iqAwr hY!
That was a perfect example of what not to do.
ieh nw krn vwlIAW g~lW dI ie~k ibhqrIn imswl hY[
TT Do not be in a rush to finish the call- Sanaya’s rushed tone of speech did not help.
TT kwl Kqm krn leI kwhlI nw kro - sxwieAw dw qyzI nwl bolxw kµm nhIN AwieAw[
17

Soft Skills
TT o not interrupt the customer- She constantly interrupted the customer, not allowing her to
D
finish stating her problem.
TT gwhk dI g~l iv~c rukwvt nw pwE - auh lgwqwr gwhk dI g~l iv~c rukwvt pWdI hY, ausƒ AwpxI
sm~isAw bwry g~l p¨rI nhIN krn idµdI hY[
TT o not try to offer a solution before listening to the problem fully. She tried to offer solutions
D
even before understanding what the problem was!
TT p¨rI sm~isAw ƒ suxn qoN pihlW koeI h~l nw d~so[ aus ny sm~isAw ƒ smJx qoN pihlW hI h~l d~sx
dI koisæsæ kIqI!
We saw how clear speech, the right tone and listening skills are very important for communicating
properly with our customers.
AsIN dyiKAw hY ik gwhk dy nwl g~l krn leI swP bolI, shI ton Aqy suxn SkqI bhuq hI mh~qvp¨rn hY[
Now, let us look at an example of proper communication, even in a slightly difficult situation.
hux, c~lo ie~k musækl siQqI iv~c vI auicq sµcwr dI imswl dyKdy hW[
Scenario 2
idRS 2
Ravi: “Hello Ma’am, this is Ravi from Kitchen Solutions. How may I help you?”
rvI: “hYlo mYfm, mYN ikcn sOlIaUSns qoN rvI g~l kr irhw hW[ mYN quhwfI kI mdd kr skdw hW?”
Revathi (speaking from a bus): “Hello, hello, can you hear me?”
ryvqI (b~s iv~coN g~l krdy hoey): “hYlo, hYlo, kI qusIN mYƒ sux pw rhy ho?”
Ravi: “Yes, Ma’am. I can hear you, can you hear me?”
rvI: “jI hW, mYfm[ mYN sux pw irhw hW, kI qusIN mYƒ sux pw rhy ho?”
• lear speech
C
• sw& boldw hY
• Waits for customer to respond
• gwhk v~loN jvwb leI aufIk krdw hY
Revathi: “Well, I ordered an oven top from you on Sunday and the delivery has still not been made!“
ryvqI: “KYr, mYN AYqvwr ƒ quhwfy koloN ie~k Evn twp Awrfr kIqw sI Aqy ieh Ajy q~k ifilvr nhIN
hoieAw hY!”
Ravi: “Okay, I will definitely look into this for you. Er… hello. I hope you can still hear me.”
rvI: “TIk hY, mYN quhwfI mdd zr¨r krWgw Arr… hYlo[ mYƒ Aws hY qusIN mYƒ Ajy vI sux pw rhy ho[”
• oes not rush into his speech
D
• ausdy bolx iv~c rukwvt nhIN pWdw hY[
• Makes sure the customer can understand him
• auh XkInI krdw hY ik gwhk ausdI g~l smJ irhw hY[
Revathi: “Yes, yes I can…”
ryvqI: “jI hW, mYN…”
Ravi: “Could you give me some details of the order please – your name please?”
rvI: “kI qusIN mYƒ Awpxy Awrfr dI ku~J jwxkwrI dy skdy ho - kI mYN quhwfw nwm jwx skdw hW?”
18
Revathi: “I am R----athi….”
ryvqI: “myrw nwm ry----qI….”
Ravi: “I am terribly sorry Ma’am, but your voice is breaking.”
rvI: “mYN mw&I cwhWgw mYfm, pr quhwfI Awvwz tu~t rhI hY[”
Revathi: “Oh God! R----athi….“
ryvqI: “hy Bgvwn! ry----qI ….”
Ravi: “So sorry but I still can’t hear you. Could I call you back so that I can get your details and help you
right away? I could even call you a little later if the line will be clearer then?”
rvI: “mw&I cwhWgw pr mYN huxy vI sux nhIN pw irhw hW[ kI mYN Awpxy v~loN quhwƒ kwl krn qW jo mYN quhwfI
jwxkwrI lY skW Aqy mdd kr skW? kI mYN lweIn dy klIAr hox ‘qy Pon kr skdw hW?”
• S ays sorry even though it is not his fault
• glqI nw hox ‘qy vI mw&I mµgdw hY[
• Always polite, even when the situation is irritating
• hmySw inmr bixAw rihµdw hY, BwvyN siQqI prySwn kr dyx vwlI hovy[
• Offers a solution to the problem
• sm~isAw dw h~l d~sdw hY[
Revathi: “Okay no --- problem, let me call you ----- reach the station.”
ryvqI: “TIk hY koeI --- sm~isAw nhIN hY, mYN quhwƒ Pon krdw hW ----- stySn ‘qy phuµcdw hW[”
Ravi: “Thank you for calling Ma’am. Do call back and I will ensure that you get your oven top.”
rvI: “kwl krn leI quhwfw Dµnvwd mYfm[ dobwrw Pon krnw Aqy mYN XkInI krWgw ik quhwƒ Evn twp
iml jwvygw[”
• romises to solve the problem on the next call
P
• AglI kwl ‘qy sm~isAw h~l krn dw vwdw krdw hY[
In the above conversation, there was a big physical barrier- a bad phone line because the customer was
out. So her speech could not be heard clearly. Ravi waits patiently to listen to the problem. He makes
sure the customer can understand him. He does not rush into his speech. He apologises even though it
is not his fault that the line is bad. He continues to be polite, even when the situation is irritating. Finally
he offers a solution to the problem and promises to solve the problem on the next call.
au~pr id~qI g~lbwq iv~c, ie~k v~fI BOiqk rukwvt sI - Krwb tYlIPon lweIn ikauNik gwhk bwhr sI[
iesleI ausdI Awvwz sw& suxweI nhIN dy rhI sI[ rvI sm~isAw ƒ suxn leI sbr r~Kdw hY[ auh XkInI
krdw hY ik gwhk ausdI g~l smJ irhw hY[ auh ausdI g~l iv~c rukwvt nhIN pWdw hY[ lweIn iv~c KrwbI
leI AwpxI glqI nw hox ‘qy vI auh mw&I mµgdw hY[ auh inmr bixAw rihµdw hY, BwvyN siQqI prySwn kr
dyx vwlI hovy[ Aµq iv~c auh sm~isAw dw h~l d~sdw hY Aqy AglI kwl ‘qy sm~isAw dw h~l krn dw
vwdw krdw hY[
Barriers to Communication
sµcwr iv~c rukwvtW
There are many barriers or road-blocks to effective communication that we may not even be aware of.
They could be physical, regional, psychological and speech barriers.
pRBwvI sµcwr iv~c keI rukwvtW jW rof-blwk huµdy hn ijhnW bwry swƒ pqw vI nhIN huµdw hY[ ieh BOiqk,
KyqrI, mnoivigAwnk Aqy bolI dIAW rukwvtW ho skdIAW hn[
19

Soft Skills
Physical Barriers
BOqk rukwvtW
TT Bad phone line
TT Krwb tYlIPon lweIn
TT Inferior quality of microphones or head sets
TT Krwb kvwiltI vwlw mweIkRoPon jW hY~f sY~t
Regional Barriers
KyqrI rukwvtW
TT A strong regional accent
TT ie~k Su~D KyqrI bolI
TT Accented English
TT lihzydwr AµgryzI
Psychological Barriers
mnoivigAwnk rukwvtW
TT Your mood
TT quhwfw imjwz
TT Irate customer
TT kRoDI gwhk
TT Difficult situation
TT muSkl siQqI
Key Learnings
mu`K is~iKAw
Summarize your learning here. Write your answers in the spaces provided.
ie~Qy Awpxy igAwn dw sµKyp kro[id~qI geI QW iv~c Awpxy jvwb ilKo[
1. What is the importance of effective communication?

1. pRBwvI sµcwr dw kI mh~qv hY?
20
2. You work in a telecom company. What would you do if

2. qusIN ie~k tYlIkwm kµpnI iv~c kµm krdy ho[ jykr Aijhw ho jwvy qW qusIN kI krogy:
a. you cannot hear the customer due to a bad phone line
a. qusIN ie~k Krwb Pon lweIn dy kwrn gwhk ƒ sux nhIN pWdy ho
b. your customer is in a very bad mood
b. quhwfy gwhk dw m¨f bhuq Krwb hovy
c. your customer speaks with a strong accent and you cannot understand what
he is trying to say
c. quhwfw gwhk ie~k bhuq au~qm lihzy nwl g~l kry Aqy quhwƒ ausdI g~l smJ
nw Awvy
Worksheet
vrkSIt
1. Read the question. Tick on the correct option.

1. hyT id~qy svwl pVHo[ shI ivklp au~pr it~k lgwE[
a. SR (speaks fast): “Hello Sir, Good morning Welcome to the Mayur Hotel Services I am
C
Raghav Sharma how may I help you in reservations or cancellation please make your
choice?”
a. sIAY~sAwr (qyzI nwl boldy hoey): “hYlo sr, Su~B idn, mX¨r hotl sriviss iv~c quhwfw
suAwgq hY[ myrw nwm rwGv Srmw hY[ mYN irzrvySn krn jW iesƒ r~d krn iv~c quhwfI kI
mdd kr skdw hW ikrpw krky AwpxI cox kro?”
i. ot helpful
N
i. iblkul mddgwr nhIN hY
ii. Not polite
ii. iblkul inmr nhIN hY
iii. Talks too fast, too much
iii. bhuq qyz boldw hY
21

Soft Skills
b. SR: “I HAVE checked all the hotels you gave ME. Sorry, Ma’am there is no vacancy for YOU
C
on these dates. We CANNOT help YOU.”
b. sIAY~sAwr: “mYN quhwfy duAwrw d~sy gey swirAW hotlW ƒ cY~k kr ilAw hY[ mw& krnw, mYfm
iehnW qrIkW iv~c quhwfy leI koeI QW KwlHI nhIN hY[ AsIN quhwfI mdd nhIN kr skdy hW[”
i. rong stress wrong choice of words
W
i. glq mh~qv, SbdW dI glq cox
ii. Rude tone
ii. bdqmIzI BrI ton
iii. Both a and b
iii. a Aqy b dono
c. CSR (to peer): “Hi Rakesh, come right now for the meeting, it starts in 5 minutes.”
c. sIAY~sAwr (pIAr ƒ): “hwie rwkyS, jldI mIitµg leI AwE, ieh 5 imµtW iv~c Sur¨ ho rhI
hY[”
i. Rude tone
i. bdqmIzI BrI ton
ii. Wrong request
ii. glq ivnqI
iii. Fast speech
iii. qyz bolI
d. CSR: “Good day to you Sir.”
d. sIAY~sAwr: “Su~B idn sr[”
Customer: “Good afternoon. Can you call later… I am…”
gwhk: “Su~B idn[ kI qusIN bwAd iv~c g~l kr skdy ho… mYN…”
CSR: “I want to tell you we have a lovely offer for your insurance requirements, it will take
just a minute. We are offering…”
sIAY~sAwr: “mYN quhwƒ d~sxw cwhuµdw hW ik AsIN quhwfI bImy dIAW loVW leI ie~k bhuq vDIAw
AwPr lY ky Awey hW[ ies iv~c b~s ie~k imµt dI l~gygw[ AsIN AwPr kr rhy hW…”
i. Rude tone
i. bdqmIzI BrI ton
ii. Did not listen to the customer
ii. gwhk dI g~l nhIN suxI
iii. Wrong choice of words
iii. SbdW dI glq cox
e. CSR: “Hello Madam, I cannot hear you properly.”
e. sIAY~sAwr: “hYlo mYfm, mYN quhwƒ cµgI qrHW sux nhIN pw irhw hW[”
Customer (bad connection): “I want to register a complaint about…”
gwhk (Krwb knYkSn dy c~ldy): “mYN AwpxI iSkwieq drj krwauxw cwhuµdw hW…”
CSR: “Ma’am there is some problem with your line - please call later.”
sIAY~sAwr: “mYfm quhwfI lweIn iv~c ku~J sm~isAw hY - ikrpw ku~J dyr bwAd kwl krnw[”
22
Customer: “But I just…”

gwhk: “pr mYN isrP…”
i. Rude tone
i. bdqmIzI BrI ton
ii. Unhelpful
ii. gYr-mddgwr
iii. Both a and b
iii. a Aqy b dono
Notes
nots
23

Soft Skills
24
Participant Handbook Grooming
Grooming
grïmµg
ies sYSn dy Aµq iv~c qusIN
TT explain the importance of living a healthy life.
TT ishqmµd izµdgI jIaUx dy mh~qv bwry d~sx dy Xog ho jwEgy
TT identify good habits.
TT cµgIAWDifference
AwdqW dI pCwx krn dy XogGood
Between jwEgy Health and Poor Health
TT practice
cµgood habits.
gI Aqy mwVI ishq iv~c Aµqr
TT cµgIAW AwdqW dw AiBAws krn dy Xog ho jwEgy
TT state the importance of grooming in one’s workplace.
TT kµm dI QW ‘qy grïmµg dw mh~qv d~sx dy Xog ho jwEgy
TT demonstrate positive body language at workplace.
TT kµm dI QW ‘qy srIr dy skwrwqmk hwv-Bwv drswaux dy Xog ho jwEgy
Session Plan
sYSn Xojnw
1 Session Overview
sYSn dw sµKyp
2 Difference Between Good Health and Poor Health
cµgI Aqy mwVI ishq iv~c Aµqr
3 Ways to Maintain Good Health
cµgI ishq bxwey r~Kx dy qrIky
4 Tips to Maintain Good Habits
cµgIAW AwdqW kwiem r~Kx leI suJwA
5 Grooming and You
grïmµg Aqy qusIN
6 Grooming at a Glance
grïmµg ‘qy ie~k nzr
7 Key Learnings
mu~K is~iKAw
8 Worksheet
vrkSIt
25

Soft Skills
Session Overview
sYSn dw sµKyp swr
‘Health is wealth’ is very much applicable in today’s fast paced life. To stay healthy you have to eat,
exercise, relax and think positively. Often your performance and behaviour, both at work and at home,
is reflected by your health. In this session, you will learn the ways to maintain good health.
A~j dI qyz r&qwr vwlI dunIAw iv~c ‘ishq hI sµp~qI hY’ kQn bhuqw lwg¨ huµdw hY[ ishqmµd rihx leI
quhwƒ Kwxw, ksrq, Awrwm krnw Aqy skwrwqmk soc r~KxI cwhIdI hY[ kµm ‘qy Aqy Gr iv~c Aksr
quhwfw pRdrsæn Aqy ivhwr quhwfI ishq iv~c idKweI idµdw hY[ ies sYSn iv~c, qusIN cµgI ishq bxweI
r~Kx dy qrIky is~Kogy[
Nowadays, how you look and present yourself plays an important role in your professional life. Good
grooming is important to feel confident and present a positive image of yourself. A person who is
unclean or untidy is generally not appreciated at the workplace. Therefore, for a good impression,
grooming is necessary.
A~j-klH, qusIN ikvyN idKweI idµdy ho Aqy Awpxy Awp ƒ ikvyN pysæ krdy ho, ieh quhwfy pysæyvr jIvn iv~c
ie~k Aihm Bïmkw inBwauNdy hn[ cµgI grïmµg Awqm ivSvws Aqy Awpxy Awp dI ie~k skwrwqmk CvI
pysæ krn leI mh~qvp¨rn huµdI hY[ ie~k ivAkqI jo gµdw jW mYlw huµdw hY, AwmqOr ‘qy kµm dI QW ‘qy ausdI
pRSµsw nhIN kIqI jWdI hY[ ies leI, ie~k cµgy pRBwv leI, grïmµg dI loV huµdI hY[
Also, when you interact with customers the first 6 seconds are very important. These seconds make or
break deals.
ies dy nwl hI, jdoN qusIN iksy gwhk nwl g~l krdy ho qW pihly 6 sikµt bhuq hI mh~qvp¨rn huµdy hn[
ieh sikµt sOdw bxw vI skdy hn jW qoV vI skdy hn[
Difference Between Good Health and Poor Health

cµgI Aqy mwVI ishq iv~c Aµqr
Mohan and Gopal work in the same call center as Customer Service Representatives (CSRs). Both joined
at the same time and work in shifts. Six months hence, Mohan is doing much better in his job than
Gopal. His Team Leader, peers and customers are happy with him. Gopal, however, is lagging behind.
He looks sleepy, tired, falls ill often. Let us peep a little into their life styles.
mohn Aqy gopwl ie~k hI kwl sYNtr iv~c gwhk syvw pRqIinDI (sIAY~sAwr) dy qOr ‘qy kµm krdy hn[ dohW
ny ie~ko hI smyN ‘qy juAwien kIqw Aqy isæPtW iv~c kµm kIqw hY[ Cy mhIny qoN, mohn gopwl dI qulxw iv~c
cµgw kµm kr irhw hY[ aus dy tIm lIfr, pIAr Aqy gwhk aus nwl Kusæ huµdy hn[ pr gopwl ip~Cy rih
igAw hY[ auh susq, Q~ikAw hoieAw idKweI idµdw hY, Aqy Aksr bImwr ho jWdw hY[ c~lo auhnW dy jIvn
SYlI v~l ru~K krdy hW[
Mohan Gopal
mohn gopwl
Personal Hygiene
in~jI swP-sPweI
Has a bath, atleast once a day. Sometimes ends up skipping his bath, since he
gets up late.
idn iv~c G~t qoN G~t ie~k vwr nhwauNdw hY[
keI vwr dyrI hox ‘qy iesænwn nhIN krdw hY[
26
Brushes his teeth twice a day, once in the Brushes teeth once in the morning.
morning and once before going to bed.
svyry ie~k vwr dµdW ƒ bursæ krdw hY[
idn iv~c do vwr Awpxy dµdW ƒ bursæ krdw hY, ie~k
Hair is ruffled and unkempt.
vwr svyry Aqy ie~k vwr sOx qoN pihlW[
vwl byqrqIby Aqy mYly huµdy hn[
Washes and combs his hair.
Nails are dirty and long.
Awpxy vwl DoNdw Aqy kµGw krdw hY[
nhuµ gµdy Aqy lµmy huµdy hn[
Trims his nails.
Clothes are soiled and crumpled.
Awpxy nhuµ k~tdw hY[
k~pVy gµdy Aqy v~tdwr huµdy hn[
Wears clean and ironed clothes.
Workstation is cluttered and untidy.
swPæ Aqy pRY~s kIqy k~pVy pihndw hY[
vrkstysæn byqrqIb Aqy byFµgw huµdw hY[
Keeps his house and workplace clean and
uncluttered. Loves to chew pan masala.
Awpxy Gr Aqy kµm dI QW ƒ swPæ Aqy qrqIb iv~c pwn mswlw cbwauxw psµd krdw hY[
r~Kdw hY[
Has no bad habits.
koeI burI Awdq nhIN r~Kdw hY[
Food
Bojn
Eats simple home cooked food. Loves oily and spicy food.
Gr dw bixAw sDwrn Kwxw KWdw hY[ qylXukq Aqy mswlydwr Bojn psµd krdw hY[
Balances his meals properly in tune with his shift Eats heavy food laced with spices unmindful of
work. shift work, varying sleep cycles.
AwpxI isæPt dy kµm dy nwl-nwl Bojn ƒ sµquilq nINd dy v~Kry c~kr dy nwl iS&t dy kµm iv~c kµm
r~Kdw hY[ dy nwl iq~Kw mswlydwr BwrI Bojn KWdw hY[
Eats a light meal always in the night. Often eats junk food from open stalls.
rwq dy smyN hmysæw hlkw Bojn KWdw hY[ Aksr Ku~lHIAW stwlW qoN jµk P¨f KWdw hY[
Has several small meals periodically rather than Is addicted to tea.
one large meal.
cwh dw AwdI hY[
BwrI Bojn dI bjwey hr QoVHI dyr bwAd hlkw Bojn
KWdw hY[
Rest
Awrwm
Never misses or cuts down on sleep, so that he is Considers it “macho” to sleep less.
fresh for the next day.
G~t sOx ƒ “hµkwrI” mµndw hY[
kdy vI nINd ƒ G~t jW C~fdw nhI hY, qW jo auh
Does not realise the importance of sound sleep
Agly idn leI qwzw mihsU¨s kry[
for taking on another challenging day.
Agly cunOqI Bry idn leI iqAwr hox leI cµgI
nINd dI AihmIAq nhIN smJdw hY[
27

Soft Skills
Exercise
ksrq
Does neck, shoulder and finger exercises even Has no physical exercise.
while at work to ease the body.
koeI srIrk ksrq nhIN krdw hY[
kµm ‘qy srIr ƒ Awrwm dyx leI grdn, moFy Aqy
Is always glued to his workstation.
auNglW dI ksrq krdw hY[
hmySw Awpxy kµm dI QW ‘qy bYTw rihµdw hY[
Stands up to loosen his muscles as often as
possible while ensuring no call is waiting.
ieh XkInI krky ik koeI kwl lµibq nhIN hY, auh
srIr ƒ iF~lw krn leI Aksr KVHw huµdw rihµdw
hY[
Does light outdoor exercises like walking,
jogging, during the days he is off from work.
kµm qoN Cu~tI vwly idn sYr, dOV vrgIAW hlkI
ksrqW krdw hY[
Ensures he has a comfortable chair with proper
support for his back at home and at work.
ieh XkInI krdw hY ik ausdy kol Gr iv~c Aqy
kµm ‘qy ip~T ƒ Awrwm dyx leI auicq sport vwlI
ie~k Awrwmdwiek kursI mOj¨d hY[
Listens to soft music, plays outdoor games with
his friends, spends time with his two year old
niece to lighten up.
hlkw sµgIq suxdw hY, dosqW dy nwl Gr qoN bwhr
KyfW Kyfdw hY, imjwz ƒ hlkw krn leI AwpxI do
swlW dI BqIjI nwl smW ibqwauNdw hY[
It is clear that Gopal is both physically and mentally exhausted at the end of almost each day. His
food habits are not healthy. Gopal must realise that being on shift work, he must take extra care to
understand his body cycle. Since his shift timings keep changing, his body will find it difficult to adjust
itself to his waking, sleeping and eating habits. And so, that is all the more reason why Gopal must take
extra care about the food he eats. A light home cooked balanced meal is any day better than heavily
spiced food or junk food. A sound sleep is a MUST. Sleep relieves you of the physical and mental tension
and pressure. Pursue some hobbies to ease yourself of the physical and mental strain of your work.
ieh spsæt hY ik gopwl hr roz idn dy Aµq q~k srIrk Aqy mwnisk qOr’ qy Q~k jWdw hY[ aus dIAW Bojn
dIAW AwdqW ishqmµd nhI hn[ gopwl ƒ ieh smJxw cwhIdw hY ik iSPt iv~c kµm krn vyly, Awpxy srIr
dy c~kr ƒ smJx leI ausƒ vDyrw iKAwl r~Kxw cwhIdw hY[ ikauNik ausdI isæPt dw smW bdldw rihµdw hY,
iesleI aus dy srIr ƒ ausdI sYr, sOx Aqy Kwx dIAW AwdqW muqwbk AYfjst krn iv~c muSkl AwauNdI
hY[ Aqy ies leI, isrP ieh hI ie~k hor kwrn hY ik gopwl ƒ Bojn v~l vDyrI dyKBwl krn dI loV hY[
Gr dw bixAw hlkw sµquilq Bojn mswlydwr Bojn jW jµk P¨f nwloN ibhqr huµdw hY[ ie~k gihrI nINd jær¨rI
huµdI hY[ nINd nwl quhwƒ srIrk Aqy mwnsk qxwA Aqy dbwA qoN rwhq imldI hY[ kµm dy srIrk Aqy
mwnsk dbwA qoN rwhq lYx leI Awpxy ku~J sæOk kwiem r~Ko[
28
Ways to Maintain Good Health

cµgI ishq bxwey r~Kx dy qrIky
TT Maintain personal hygiene at all times.

TT hmySw Awpxy Awp dI sPweI r~Ko[
TT Have a balanced meal that is simple but healthy.
TT ie~k sµquilq Bojn KwE, ieh sDwrn pr ishqmµd huµdw hY[
TT Have a sound sleep of 6 to 8 hours.
TT 6 qoN 8 Gµty dI gihrI nINd lvo[
TT Exercise regularly to keep fit.
TT iP~t rihx leI inXimq ksrq kro[
TT While on the job, do some jaw, shoulder, neck and back exercises.
TT kµm ‘qy m¨µh, moFy, grdn Aqy ip~T dI ksrq kro[
TT Pursue creative hobbies.
TT Awpxy rcnwqmk sæOk ivksq krn[
TT Stay away from pan masala, gutkha, cigarettes and other substances that will affect your health.
TT pwn mswlw, gutKw, isgryt Aqy hor pdwrQW qoN d¨r rho, jo ik quhwfI ishq ƒ pRBwivq krdy hn[
Tips to Maintain Good Habits

cµgIAW AwdqW ivksq krn leI suJwA
Here are few tips to develop good habits:

cµgIAW AwdqW ivksq krn leI ku~J suJwA ies pRkwr hn:
TT Time never comes back, so be punctual and value time whether at home, work or if you have
decided a time with your friend. When you are not punctual, you bring in a lot of negative
energies into play.
TT smW kdy vI vwps nhIN AwauNdw hY, ies leI smyN dy pwbµd bxo Aqy iesdw mu~l pwE, BwvyN qusIN Gr
iv~c ho, kµm ‘qy ho jW jykr qusIN Awpxy im~qr ƒ ie~k id~qw hY[ jykr qusIN smyN dy pwbµd nhIN huµdy
ho, qW quhwƒ keI pRkwr dI nkwrwqmk aUrjw mihs¨s huµdI hY[
TT Keep track of the latest news on TV or by reading newspapers, you can use it to your benefit.
TT tI.vI. dyK ky jW AKbwrW pVHx nwl qwzw KbrW v~l iDAwn idE, qusIN iehnW dI vrqoN Awpxy Pwiedy
leI kr skdy ho[
TT To cover a lie, often one has to tell many lies. This is like a dark tunnel, so stay away from lies.
TT ie~k J¨T ƒ lukwaux leI, Aksr keI J¨T bolxy pYNdy hn[ ieh ie~k hnyry BrI surµg ijhw huµdw hY,
ies leI J¨T qoN d¨r hI rho[
TT Gossiping and spreading false stories is a bad habit. If you have this habit, no one will trust you.
TT cugælI krnw Aqy J¨TIAW APvwhW PYlwauxw ie~k burI Awdq hY[ jykr quhwfy iv~c ieh Awdq hY, qW
koeI vI ivAkqI quhwfy au~pr Brosw nhIN krygw[
29

Soft Skills
Grooming and You

grUïmµg Aqy qusIN
Who do you think is responsible for the way you look when you go to work? It is ultimately YOUR choice
as to the kind of image YOU wish to project at work. It is in YOUR hands to make all the difference.
kµm ‘qy quhwfI CvI leI qusIN iksƒ izµmHyvwr mµndy hY? kµm ‘qy iks qrHW dI CvI idKwauxI hY, iesdI cox
leI qusIN izµmHyvwr huµdy ho[ Aµqr bxwauxw quhwfy h~QW iv~c hI huµdw hY[
Grooming adds value to:
grïmµg iehnW dy mu~l iv~c vwDw krdI hY:
TT Yourself
TT quhwfy
TT Your company
TT quhwfI kµpnI dy
TT Your customer
TT quhwfy gwhk dy
How do you feel when you stand in front of the mirror, well-dressed?
SISy A~gy KVHy hoky quhwƒ ikvyN mihs¨s huµdw hY ‘qy qusIN cµgy k`pVy pihny huMdy hn?
Do these thoughts come to your mind?
kI quhwfy mn iv~c ieh ivcwr AwauNdy hn?
TT I feel confident.
TT mYƒ Awqm ivSvws mihs¨s huµdw hY[
TT I feel happy.
TT mYƒ KuSI huµdI hY[
TT I feel attractive.
TT mYƒ AwkrSx mihs¨s huµdw hY[
TT I feel good.
TT mYƒ cµgw l~gdw hY[
TT I look impressive.
TT mYN pRBwvI idKdw hW[
What do others think when they see you well-dressed?
quhwƒ cµgy k`pVy pihny dyK ky horW ƒ kI mihs¨s huµdw hY?
What would their thoughts be?
auhnW dy kI ivcwr huµdy hn?
TT They will respect you.
TT auh quhwfw Awdr krngy[
TT They will think you are confident.
30
TT auhnW ƒ l~gygw ik quhwƒ Kud au~pr ivSvws hY[

TT They will be comfortable to talk or interact with you.
TT auhnW ƒ quhwfy nwl g~l krnw jW sµprk krnw sOKw l~gygw[
TT They will be impressed by your appearance.
TT auh quhwfI id~K qoN pRBwivq ho jwxgy[
TT They will find it easier to talk to you.
TT auh quhwfy nwl g~l krnw sOKw smJxgy[
So what does a positive self-image communicate?
Ies leI Kud dI ie~k skwrwqmk CvI kI d~sdI hY?
It communicates that you are intelligent and have the required skills to achieve success. It communicates
your attitude towards life and work. It shows your willingness to put in the efforts required to achieve
your goals.
ieh d~sdI hY ik qusIN bu~DImwn ho Aqy quhwfy iv~c sPlqw hwsl krn dy loVINdy hunr hn[ ieh jIvn Aqy
kµm dy pRqI quhwfw rv~eIAw drswauNdI hY[ ieh tIcy pRwpq krn leI loVINdy Xqn krn dI quhwfI ie~Cw
drswauNdI hY[
What are the factors that can improve your personal appearance?
ikhVy kwrk quhwfI ivAkqIgq id~K iv~c suDwr kr skdy hn?
Clothes of the right size: It is not appropriate to wear oversized or undersized clothes.
shI Awkwr dy k~pVy: v~fy jW Coty Akwr dy k~pVy pihnxw auicq nhI huµdw hY[
Neat appearance: The best way to look neat is to keep your hair combed, to wear clean and ironed
clothes and to have clean fingernails.
sw& id~K: sw& idKweI dyx dw s~B qoN vDIAw qrIkw hY, Awpxy vwl vwhuxw, swPæ Aqy pRY~s kIqy k`pVy pihnxw
Aqy nhuµAW ƒ sw& r~Kxw[
Posture: Keep your posture straight while standing and sitting.
Awsx: KVHy hox Aqy bYTx smyN is~Dy Awsx iv~c rho[
The 6 “S” Model for Physical Grooming:
srIr dI grïmµg leI 6 “S” mwfl hY:
1. Shave daily (for man)
1. rojæwnw Syv krnw (puruSW leI)
2. Shoes must be polished
2. pwilS kIqy hoey ju~qy pihnxw
3. Shower/bath daily
3. rozwnw sæwvr lvo/iesænwn krnw
4. Smell good always
4. quhwfy iv~coN hmysæw cµgI KuSbo Awvy
5. Smile
5. muskrwauxw
31

Soft Skills
6. Dress Simple
6. sDwrn k~pVy pihnxw
Most often, when you come face to face with a person, the first thing you notice is their appearance.
We are all attracted to a person who is well-groomed.
Aksr, jdoN qusIN iksy ivAkqI dy swhmxy AwauNdy ho, qW s~B qoN pihlW qusIN ies g~l ‘qy iDAwn idµdy ho ik
auh idKweI ikµJ idµdw hY[ AsIN swry Aijhy ivAkqI v~l AwkrSq huµdy hW ijsny cµgI grUïmµg kIqI huµdI hY[
Sometimes, you immediately form an opinion about someone when you notice them first. Such an
impression is called ‘first impression’.
kdy-kdy, jdoN qusIN pihlW iksy ivAkqI ƒ noits krdy ho qW qusIN qurµq hI ausdy bwry AwpxI ie~k rwey bxw
lYNdy ho[ ijvyN ikhw jWdw hY ik ‘pihlw pRBwv’[
Tips
suJwA
Suggested dressing tips for men and women at the workplace:

kµm ‘qy purSW Aqy mhIlwvW leI kpiVAW bwry suJwA:
Men
puruS
• void floral shirts.
A
• Pu~ldwr sært nw pihno[
• The shirt’s collar should be of the right size, neither too big nor too small.
• kmIjæ dy kwlr shI Awkwr dy hoxy cwhIdy hn, nw hI bhuqy v~fy Aqy nw hI bhuqy Coty[
• Trousers/Jeans should be simple, without any embroideries or cuts.
• pYNt/jIns, iksy k~t jW kFweI dy ibnHW Aqy sDwrn hoxI cwhIdI hY[
• Trousers/Jeans length should be appropriate, neither long nor short.
• pYNt/jIns dI lµbweI shI hoxI cwhIdI hY, nw hI bhuqI v~fI Aqy nw hI bhuqI CotI[
• Buckles on the belt should be simple.
• bYlt dw b~kl sDwrn hoxw cwhIdw hY[
• Always wear socks with your shoes.
• ju~iqAW dy nwl jurwbW hmySw pihno[
Women
mhIlwvW
• Wear clothing – Indian or western – that gives you a dignified look.
• Aijhy BwrqI - p~CmI kpVy pihno jo quhwfy Ahudy muqwbk auicq hox[
• Avoid wearing too much make-up or jewellery.
• bhuq ijæAwdw myk-A~p jW gihxy nw pihno[
32
Grooming at a Glance
grïmµg ‘qy ie~k nzr
Personal Hygiene
ivAkqIgq sPweI
TT Take a bath daily

TT rozwnw ieSnwn kro[
TT Use a deodorant and/or perfume
Body Avoid body odour TT fIEfrYNt jW prPIaUm dI vrqoN kro[
srIr srIr dI gµD ƒ d¨r kro
TT Brush your teeth daily

TT dµdW ƒ rozwnw burS kro
TT Do not smoke or chew tobacco
TT isgryt/bIVI nw pIE jW qµbwk¨ nw cbwE
Mouth Avoid bad breath TT Use a mouth freshener
m¨µh bury Fµg nwl swh nw lvo TT mwaUQ PRYSnr dI vrqoN kro
Men:
puruS:
TT Keep hair short and combed
TT vwlW ƒ Cotw Aqy vw ky r~Ko
TT Shave regularly
Appearance Avoid an untidy look TT rozwnw Syv kro
id~K mYly/gµdy nw idKweI idE TT Maintain clean and short nails
TT Coty Aqy sw& nhuµ r~Ko
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Soft Skills
Women:
mihlwvW:
TT Tie long hair
TT lµby vwlW ƒ bµno
TT Use light make-up
TT hlky myk-A~p dI vrqoN kro
TT Maintain clean and trimmed nails
TT sw& Aqy k~ty hoey nhuµ
Dressing:
kpVy:
TT Wear clean and ironed clothes

TT sw& Aqy pRY~s kIqy k`pVy pihno
TT Wear clothes with sober colours
Avoid dirty and flashy TT swdy rµgW dy kpVy pihno
Clothes clothes
k`pVy mYly Aqy cmkdwr k`pVy
nw pihno
TT Wear clean socks

TT sw& zurwbW pihno
Avoid smelly socks and
dirty shoes. Slippers and TT Wear polished leather shoes
casual footwear should TT cmVy dy pwilS kIqy hoey ju~qy pihno
Footwear be avoided.
ju~qy gµD BrIAW zurwbW Aqy
gµdy ju~qy nw pihno[ c~plW
Aqy kYzÄl ju~qy nhIN
pihnxy cwhIdy hn[
34
TT Wear minimum accessories like watch and ring

Men: Avoid big metal TT G~t qoN G~t AYksYsrIz pihno ijvyN ik GVI Aqy
neck chains and Aµg¨TI[
bracelets
TT se accessories which will not disturb others at
U
puruS: gly dIAW v~fIAW work
Dwq¨ dIAW cynW Aqy
bryslyt nw pihno[ TT AijhI AYksYsrIz dI vrqoN kro ijhnW nwl horW
Accessories
lokW ƒ kµm iv~c prySwnI nw hovy[
Women: Avoid bright
AYksYsrIz
nail polish, big earrings,
bangles and anklets
mhIlwvW: cmkdwr nyl
pwilsæ, v~fIAW vwlIAW,
c¨VIAW Aqy pMjybW nw
pihno[
You don’t get a second chance to make a first impression. The expression, “First impression is the last
impression” holds true in today’s competitive world. It is always important that you present yourself
in the best possible way. Very often, first impressions are formed by one’s appearance, and hence
grooming becomes very important. Grooming not only improves your professional life, but also adds
value to your personal life.
quhwƒ pihlw pRBwv bxwaux leI d¨srw mOkw nhIN imldw hY[ ie~k khwvq, “pihlw pRBwv AwKrI pRBwv huµdw
hY”, A~j dI mukwblybwjæI vwlI dunIAw iv~c s~c hY[ ieh hmysæw jær¨rI huµdw hY ik qusIN Awpxy Awp ƒ ie~k
bhuq vDIAw qrIky nwl pysæ kro[ Aksr, pihlw pRBwv quhwfI id~K nwl pYNdw hY, Aqy iesleI grïmµg bhuq
hI mh~qvp¨rn huµdI hY[ grïmµg nw isrP quhwfy pysæyvr jIvn iv~c suDwr krdI hY, pr ieh quhwfy in~jI
jIvn iv~c vI suDwr krdI hY[
Key Learnings
mu~K is~iKAw
Summarise your learning here. Write your answers in the space provided.
ie~Qy Awpxy igAwn dw sµKyp kro[ muh~eIAw kIqI QW iv~c Awpxy jvwb ilKo[
1. List down the good habits you think you have.

1. AwpxIAW auhnW cµgIAW AwdqW dI s¨cI bxwE jo quhwƒ Awpxy Aµdr mihs¨s huµdIAW hn[
35

Soft Skills
2. List down the bad habits you think you have.

2. AwpxIAW auhnW mwVIAW AwdqW dI s¨cI bxwE jo quhwƒ Awpxy Aµdr mihs¨s huµdIAW hn[
3. What are the steps that you will take to fight your bad habits?
3. Aijhy ikhVy kdm hn jo quhwfIAW mwVIAW AwdqW ƒ Kqm kr dyxgy?
4. Make your health plan. Write down what you eat, the exercises you do, your sleep
hours, personal habits and your hobbies.
4. AwpxI ishq dI ie~k Xojnw bxwE[ Awpxy Bojn, ksrq, sOx dy Gµty, in~jI AwdqW Aqy
SNOk ilKo[
Food
Bojn
Exercise
ksrq
Sleep pattern
nINd dw pYtrn
36
Personal habits
in~jI AwdqW
Stress relievers
rwhq dyx vwlIAW cIzW
5. What is the meaning of the statement- “If you dress casually, people will take you
casually”. Do you agree with this statement? Why / Why not?
5. ies kQn dw kI ArQ hY- “jykr qusIN kYzÄl k`pVy pihndy ho, qW lok vI quhwƒ kYzÄl
hI smJxgy? ikauN/ikauN nhIN?
6. “The first impression is the last impression”. Explain the importance of grooming
with respect to this statement.
6. “pihlw pRBwv AwKrI pRBwv huµdw hY”[ ies kQn muqwbk grïmµg dw mh~qv smJwE[
37

Soft Skills
Worksheet
vrkSIt
1. Which of these are good for your health? Put a against those that are good for your health. Put
a against those that are not.
1. quhwfI ishq leI iehnW iv~coN ikhVy shI hn? ijhVy quhwfI ishq leI cµgy hn auhnW A~gy lgwE[
ijhVy quhwfI ishq leI cµgy nhIN hn auhnW A~gy inSwn lgwE[
a. Spicy food, sweets, soft drinks
a. mswlydwr Kwxw, miTAweIAW, sOPt ifRµks
b. Green leafy vegetables
b. hry p~qy vwlIAW sbjIAW
c. Paan masala
c. pwn mswlw
d. Cigarettes
d. isgryt
e. Milk
e. du~D
f. Fresh fruits
f. qwzw Pl
2. Which of these shows a healthy life style? Tick on the correct picture.
2. iehnW iv~coN ikhVy ie~k cµgI jIvn sæYlI ƒ drswauNdy hn? shI ic~qr ‘qy inSwn lgwE[
3. Read the following questions and tick on the correct answers.

3. hyT id~qy pRSn pVHo Aqy shI au~qr ‘qy it~k lgwE[
a. Identify which of the following are bad habits.
a. hyT id~iqAW iv~coN mwVI Awdq pCwxo[
i. Biting nails
i. cbwauxw
ii. Being lazy
38
ii. AwlsI hoxw

iii. Reaching late
iii. dyrI nwl phuµcxw
iv. Always helping people
iv. hmySw lokW dI mdd krnw
v. Greeting people with a smile
v. lokW nwl muskrw ky imlxw
vi. Speaking politely
vi. inmrqw nwl g~l krnw
vii. Having healthy food
vii. cµgw Bojn Kwxw
b. Classify the following options into good or bad habit.

b. hyT id~iqAW ivklpW ƒ cµgIAW jW mwVIAW AwdqW iv~c vµfo[
Good Bad
cµgw mwVw
i. Making fun of others
i. horW dw mKOl aufwauxw
ii. Treating others with disrespect
ii. horW dw Apmwn krnw
iii. Eating fast food regularly
iii. rozwnw Pwst PU¨f Kwxw
iv. Speaking the truth
iv. s~c bolxw
v. Respecting elders
v. v~ifAW dw Awdr krnw
Put a √ in the box for the most appropriate option:

s~B qoN v~D auicq ivklp A~gy bwks iv~c √ lgwE:
4. Which of the following will you wear to your office?
4. Awpxy dPqr iv~c qusIN kI pihndy ho?
a. Shoes
a. ju~qy
Canvas Shoes Formal Shoes Sandals

kYnvs ju~qy POrml ju~qy sYNfl
39

Soft Skills
b. Trousers
b. pYNt
Formal Trouser Bermudas Jeans

POrml pYNt brmufw jIns
c. Shirts
c. Srt
Jazzy T-shirt Simple T-Shirt Formal Shirt

jYzI tI-Srt sDwrn tI-Srt POrml tI-Srt
d. Jewellery and accessories

d. gihxy Aqy AYksYsrIz
Heavy necklace and earring Heavy rings and bracelets Watch

gly dw Bwrw hwr Aqy vwlIAW BwrI Aµg¨TIAW Aqy bryslyt GVI
e. Hairstyle
e. hyArstweIl
Untidy and uncombed hair Neatly combed hair Hair falling on face
gµdy Aqy ibnHW vwhy vwl sPweI nwl vwhy vwl ichry ‘qy if~gdy vwl
40
5. Select the best response:

5. s~B qoN vDIAw au~qr cuxo:
a. If a customer seems to be confused, you could say:
a. jykr ieµJ l~gy ik gwhk auliJAw hoieAw hY, qW qusIN kih skdy ho:
i. “ How could I help you?”
i. “mYN quhwfI kI mdd kr skdw hW?”
ii. “I think you are really confused”
ii. “mYƒ l~gdw hY qusIN aulJ gey ho[”
iii. “I won’t be able to help you.”
iii. “mYN quhwfI mdd nhIN kr pwvWgw[”
iv. “What exactly do you want?”
iv. “quhwƒ Asl iv~c kI cwhIdw hY?”
b. You are in a meeting with your seniors and colleagues and want to make a point but do not
get a chance to do so. You could say:
b. qusIN Awpxy sInIArW Aqy swQIAW dy nwl ie~k mIitµg iv~c ho Aqy qusIN ie~k g~l kihxw cwhuµdy
ho pr quhwƒ mOkw nhIN iml irhw hY[ qusIN kih skdy ho:
i. “Everybody shut up and listen to me.”
v. “swry cu~p ho jwE Aqy myrI g~l suxo[”
ii. “Excuse me please, I want to say something.”
vi. “ikrpw krky ruko, mYN ku~J kihxw cwhuµdw hW[”
iii. “Why are you all not listening to me?”
vii. “qusIN swry myrI g~l ikauN nhIN sux rhy ho?”
iv. “How long should I wait to speak?”
viii. “mYƒ AwpxI g~l kihx leI ikµnHI dyr ieµqzwr krnw pvygw?”
6. Identify the picture as positive or negative body language.
6. hyT id~qy ic~qrW ƒ srIr dy skwrwqmk jW nkwrwqmk hwv-Bwv dy qOr qy pCwxo[
Greeting with a smile
muskrw ky imlxw
a. i.
Confused Expression
aulJx Bry hwv-Bwv
b. ii.
41

Soft Skills
Nervous expression
Gbrwht vwly hwv-Bwv
c. iii.
Steady eye contact

A~KW dw At~l sµprk
d. iv.
Frustrated expression
inrwSw Bry hwv-Bwv
e. v.
Slouching posture
Awls BirAw Awsx
f. vi.
42
Notes
nots
43

Soft Skills
44
Participant Handbook Interpersonal Skill
Interpersonal Skills
ies sYSn dy Aµq iv~c, qusIN
TT state the importance of good interpersonal skills to create good relationships
at the workplace.
TT kµm dI QW ‘qy cµgy sbµD bxwaux leI cµgy AwpsI g`lbwq dy hunr dw mh~qv
d~sx dy Xog ho jwEgy।
Session Plan
sYSn Xojnw
Session Overview
1
sYSn dw sµKyp
2
Key Learnings
3
mu~K is~iKAw
Worksheet
4
vrkSIt
Session Overview
sYSn dw sµKyp swr
The ability to develop fruitful relationships with others is called interpersonal skills. You would be
working with other members in the team at your workplace. Therefore knowing how to develop healthy
working relationships with people at the workplace will contribute significantly to your success. Most
importantly building a rapport with the customer, earning his trust, providing him excellent customer
service depends largely on having excellent interpersonal skills. In this module, we will learn about the
importance of good interpersonal skills to create good relationships at the workplace.
gwhkW dy nwl cµgy sbµD bxwaux dI Xogqw ƒ AwpsI g`lbwq sbMDI hunr kihµdy hn[ qusIN Awpxy kµm ‘qy
tIm idAW horW sbµD nwl kµm krogy[ ies leI kµm ‘qy lokW dy nwl f¨µGy kµmkwjI sbµD ivksq krnw quhwfI
sPælqw iv~c bhuq Xogdwn padw hY[ mu~K qOr ‘qy gwhk dy nwl ie~k g¨VHI sWJ bxwauxw, ausdw Brosw ij~qxw,
aus ƒ sæwndwr gwhk syvw muh~eIAw krwauxw sæwndwr AwpsI g`lbwq sbMDI hunr ‘qy inrBr krdw hY[ ies
mw~fIaUl iv~c, AsIN kµm ‘qy cµgy sbµD bxwaux leI cµgy AwpsI g`lbwq sbMDI hunr dI mh~qqw bwry is~KWgy[
45

Soft Skills
TT Interpersonal skills is the art of interacting with people to build good relationships with them.
TT AwpsI g`lbwq sbMDI hunr lokW nwl cµgy sbµD bxwaux leI g~lbwq krn dI ie~k klw hY[
TT Effective communication plays a key role in developing good interpersonal skills.
TT pRBwvI sµcwr cµgy AwpsI g`lbwq sbMDI hunr ivksq krn iv~c ie~k Aihm Bïmkw inBwauNdw hY[
TT Communication is a process that involves exchange of information, thoughts, ideas and emotions
between people.
TT sµcwr ie~k AijhI pRikirAw hY, ijs iv~c lokW ivckwr jwxkwrI, soc, ivcwr Aqy jjæbwq sWJw
krnw sæwml huµdw hY[
TT Non verbal communication is the communication of sending and receiving wordless messages.
TT gYr-jæbwnI sµcwr SbdW dy ibnHW sunyhy Byjx Aqy pRwpq krn dw sµcwr huµdw hY[
TT Non verbal communication which result in achieving positive interpersonal skills are:-
TT auh gYr-jæbwnI sµcwr ijhnW dw nqIjw skwrwqmk AwpsI g`lbwq sbMDI hunr huµdw hY, auh hn:-
• Smile and eye contact
• muskrwauxw Aqy A~KW dw sµprk
• Use of correct postures and gestures
• shI Awsx Aqy ieSwry vrqxw
• Touch
• sprS
TT The importance of listening in communication is enormous.
TT sµcwr iv~c suxn dI mh~qqw bhuq v~D huµdI hY[
TT Listening is an activity of paying attention to and trying to get meaning from something we hear.
TT suxnw iksy khI geI g~l v~l iDAwn dyxw Aqy smJx dI koisæsæ krn dI ie~k gqIivDI hY[
TT Listening is important because:-
TT suxnw ies leI zr¨rI huµdw hY ikauNik:-
• It patiently conveys that “you care”
• ieh drswauNdw hY ik “qusIN iDAwn dy rhy ho”
• It enables you to understand other people’s viewpoints and empathize with their situation.
• ieh quhwƒ horW lokW dw nzrIAw smJx Aqy auhnW dI siQqI ƒ mh~qv dyx dy Xog bxwauNdw hY[
TT Verbal communication is -
TT zbwnI sµcwr -
• the use of sounds and language to convey a message.
• sunyhw dyx leI DunIAW Aqy BwSw dI vrqoN krnw huµdw hY [
• it helps us express our desires, ideas and concepts through words.
• ieh swƒ SbdW rwhIN AwpxIAW ie~CwvW, ivcwr Aqy klpnwvW zwhr krn iv~c mdd krdw hY[
46
TT Verbal communication which result in achieving positive interpersonal skills are –

TT auh jæbwnI sµcwr ijhnW dw nqIjw skwrwqmk AwpsI g`lbwq sbMDI hunr huµdw hY, auh hn-
• Voice
• Awvwz
• Intensity
• f¨µGweI
• Sounds
• DunIAW
TT Giving criticism in a positive manner prevents relationships from getting destroyed.
TT skwrwqmk Fµg nwl smIiKAw krnw sbµDW ƒ Kqm hox qoN bcwauNdw hY[
“The most basic of all human needs is the need to understand and be understood.”
“mnu~KI loVW iv~c s~B nwloN buinAwdI g`l hY smJx Aqy smJy jwx dI loV[”
Key Learnings
mu~K is~iKAw
Summarise your learnings here. Write your answers in the spaces provided.
ie~Qy Awpxy igAwn dw sµKyp kro[ muh~eIAw kIqI QW iv~c Awpxy jvwb ilKo[
1. What is the importance of listening in communication?

1. sµcwr iv~c suxn dw kI mh~qv hY?
2. What is verbal communication?

2. jæbwnI sµcwr kI huµdw hY?
47

Soft Skills
Worksheet
vrkSIt
1. Match the statements in column A to the statements in column B.

1. kwlm A idAW kQnW ƒ kwlm B idAW kQnW nwl imlwE[
Column A Column B
The art of interacting with people to
smile and eye contact
build good relationships
a. i. muskrwauxw Aqy A~KW dw
lokW nwl cµgy sbµD bxwaux leI g~lbwq
sµprk
krn dI klw
A process that involves exchange of
information, thoughts, ideas & emotions
between people interpersonal skills
b. ii.
ie~k pRikirAw ijs iv~c lokW ivckwr AwpsI g`lbwq sbMDI hunr
jwxkwrI soc, ivcwr Aqy BwvW ƒ sWJw
krnw Swml huµdw hY
The art of sending and receiving wordless
listen actively
c. messages iii.
scyq hoky suxnw
ibnHW SbdW dy sunyhy Byjxw Aqy pRwpq krnw
Non verbal communication which result
in achieving interpersonal skill communication
d. iv.
gYr-zbwnI sµcwr ijsdy nqIjy iv~c AwpsI sµcwr
g`lbwq sbMDI hunr pRwpq huµdy hn
For better understanding while listening,
one should ask
non verbal communication
e. suxn vyly cµgI qrHW smJx leI, swƒ lokW v.
gYr-zbwnI sµcwr
dw nzrIAw smJx leI svwl krny cwhIdy
hn
To understand other people’s viewpoints
and empathize with their situation, one
relevant questions
f. must vi.
sbµDq svwl
Aqy auhnW dI siQqI ƒ mh~qv dyxw cwhIdw
hY
48
Notes
nots
49

Soft Skills
50
Participant Handbook Social Interaction
Social Interaction
smwijk g`lbwq
ies sYSn dy AMq qy qusIN iehnW iv~c smr~Q ho jwvogy
TT use polite expressions and tone in your speech.
TT AwpxI bolI iv~c inmr Bwv Aqy svr dI vrqoN krnw[
TT manage different situations with diplomatic speech.
TT kUtnIqk g~lW nwl v~K-v~K siQqIAW nUM sMBwlxw[
Session Plan
sYSn dI Xojnw
Session Overview
1
sYSn dw sMKyp
Peer Sensitivity
2
swQI dI sMvydnSIlqw
Tone and Choice of Words
3
SbdW dI cox Aqy svr
Polite Expressions
4
inmr Bwv
General Courtesies
5
Awm iSStqw
Courtesies While Opening a Call
6
kwl krn smyN iSStqw
Courtesies During a Call
7
kwl dOrwn iSStqw
Key Learnings
8
pRm~K is~iKAw
Worksheet
9
vrkSIt
Session Overview
sYsæn dw sµKyp
Politeness is conveying your thoughts, ideas, feelings and emotions across to the other person in a very
subtle manner. Doing so calmly and carefully, involves a lot of effort and patience. You need to be aware
51

Soft Skills
of what the other person would feel if you speak in an impolite manner. Would you ever like someone
speaking rudely to you? Your answer would be no. Let us learn to speak politely by looking at a few
instances in this module.
Awpxy ivcwr, soc, BwvnwvW Aqy jjbwqW ƒ iksy d¨sry ivAkqI ƒ bhuq brIkI nwl d~sxw inmrqw huµdI
hY[ ies ƒ SWqI nwl Aqy iDAwn nwl krn leI bhuq swry jqnW Aqy DIrj dI loV huµdI hY[ jykr qusIN
bdqmIzI nwl boldy ho, qW quhwƒ pqw hoxw cwhIdw hY ik d¨sry ivAkqI ikµJ mihs¨s hovygw[ kI qusIN cwhogy
ik koeI quhwfy nwl bdqmIzI nwl g~l kry? quhwfw jvwb hovygw nhIN[ c~lo AsIN ies mwifaUl ivclIAW
audwhrnW rwhIN inmrqw nwl bolxw is~KIey[
Peer Sensitivity
swQI dI sMvydnSIlqw
You should not take your friends or peers for granted. Even while talking to them, be polite. Let us
understand the importance of politeness with peers through these scenarios. Note how Ravi and Bela
speak to their colleagues and offend them with their choice of words.
quhwƒ Awpxy dosqW Aqy swQIAW ƒ nzrAMdwz nhIN krnw cwhIdw hY[ ie~QoN q~k ik auhnW nwl g~l krdy
smyN vI inmr rho[ c~lo iehnW audwhrnW rwhIN swQIAW nwl inmrqw dI mh~qqw ƒ smJIey[ iDAwn idE
rvI Aqy bylw Awpxy swQIAW nwl g~l krdy hn Aqy aunHW ƒ aunHW dI Sbd dI cox sbµDI doS k~Fdy hn[
Impolite Expressions
bdqimzI ijhy Bwv

Scenario 1:
audwhrn 1:
Ravi: “Samir, I don’t think your proposal for the team schedule is going to work!”
rvI: “smIr, mYNnUM nhIN l~gdw ik tIm iSifaUl leI quhwfw pRsqwv kMm krygw!”
Samir: “As a team lead I will decide that. Please go back to your work until it is time for you to leave!”
smIr: “tIm dw AwgU hox dy nwqy ieh mYN qih krWgw[ikrpw krky Cu~tI dw smW hox q~k Awpxw kMm krdy
rho[“
Scenario 2:
audwhrn 2
Bela: “Er… Sanaya. Can you tell my team lead I want to go home early? You always speak without
thinking.”
bylw: “Ary.... snwieAw[ kI qUMN myry tIm lIfr nUM d~s skdIy hYN ik mYN Gry jldI jwxw cwhuMdI hW? qUM hmySw
ibnHW socy boldI hYN[”
Sanaya: “Okay let me see.”
snwieAw: “TIk hY, mYN dyKdI hW[”
Although Ravi and Bela did not mean to offend Samir and Sanaya, they could have put across their
point more politely. Politeness begins not only at home, but also at work- be it with your team leader,
colleagues or friends.
hwlWkI rvI Aqy bylw smIr Aqy snwieAw dw Apmwn nhIN krnw cwhuMdy sI, auh AwpxI g~l inmrqw nwl
52
r~K skdy sI[ inmrqw isrP Gry hI nhIN SurU huMdI hY, blik kMm qy vI hoxI cwhIdI hY - BwvyN quhwfw tIm
lIfr hovy, swQI jW dosq hox[
Let us now see how Ravi and Bela could have done better. In the scenarios below Ravi compliments
Samir and Bela asks Sanaya for help very politely.
hux AsIN dyKdy hW ik rvI Aqy bylw ikvyN ibhqr kr skdy sI[ hyTlIAW audwhrnW iv~c rvI ny smIr Aqy
bylw dI isPq krdw hY Aqy inmrqw nwl snwieAw nUM mdd krn leI kihMdw hY[
Polite Expressions
inmr Bwv
Scenario 1:
audwhrn 1:
Ravi: “Oh! That was a great schedule you have drawn up! Uh..I had just one small problem – May I…?
Well, I get only 20 minutes for making my entries…Could we make some more time for that please?”
rvI: “Eh! qusIN ieh bhuq vDIAw SIifaUl bxwieAw sI! pr... mYƒ ie~k CotI ijhI sm~isAw hY - kI
mYN ..... ? TIk hY, mYƒ ieµdrwj krn leI isrP 20 imµt imlxgy.... kI AsIN ies leI ikrpw krky hor
smW dy skdy hW?”
Samir: “Oh! Ok.. I must have missed that. I will definitely change it… thanks for bringing it to my
attention, man!”
smIr: “Eh! TIk hY.. myry qoN rih igAw hovygw[ mYN ies ƒ p~kw bdl dyvWgw..... myry iDAwn iv~c ilAwaux
leI Dµnvwd!”
Scenario 2:
audwhrn 2:
Bela: “Hey Sanaya. I have a favour to ask. I need to leave early to visit the doctor but I am not sure how
to tell my TL…. You always know what to say. Can you help me tell him please?”
bylw: “Eh snwieAw[ mYƒ quhwfI mdd dI loV hY[ mYN fwktr ƒ imlx jwx leI jldI jwxw hY pr mYƒ
smJ nhIN Aw irhw ik mYN Awpxy tIm lIfr ƒ ikvyN d~sW... quhwƒ hmySw pqw huµdw hY ik, kI ikhw jwxw
cwhIdw hY[ kI qusIN mYƒ aunHW ƒ d~sx iv~c mdd krogy?”
Sanaya: “Sure Bela.”
snwieAw: “jr¨r bylw[”
Tips
suJwA
• Compliment the person.
• ivAkqI dI qrIP kro[
• Always try to say something positive about the person before pointing out a mistake.
• hmySw iksy ivAkqI dI koeI vI glqI k~Fx qoN pihlW ivAkqI bwry koeI skwrwqmk g~l krn dI
koiSS kro[
• Always be polite when asking a favour.
• mdd lYx smyN hmySw inmr rho[
53

Soft Skills
These are tips that will help you manage your customers too.
ieh suJwA quhwƒ Awpxy gwhkW dw pRbµDn krn ivc mddgwr hoxgy[
Tone and Choice of Words

SbdW dI cox Aqy svr
Let us look at an example of how the tone of voice can affect a collection call.
c~lo ie~k audwhrn rwhIN dyKdy hW ik pRwpq krn leI kIqI geI kwl qy Awvwz dy svr dw iknHW Asr
pYNdw hY[
Bunty (casually): “Hello, Sir. This is Bunty calling from Holiday Bank. I am calling to ask you about your
payment.”
bµtI (gYr-rsmI Fµg nwl): “siq SRI Akwl, sr[ mYN holIfyA bYµk qoN bµtI bol irhw hW[ mYN quhwƒ quhwfy
Bugqwn sbµDI pu~Cx leI kwl kr irhw hW[“
What could have Bunty said instead? Here are a few options to lead the way:
bµtI ies dy bjwey kI khI skdw sI? ieh ku~J ivklp hn jo ibhqr huµdy:
TT “Is this a good time to talk?”
TT “kI ieh quhwfy nwl g~l krn dw shI smW hY?”
TT “We value your time and would like to inform you of an oversight.”
TT “AsIN quhwfy smyN dI kdr krdy hW Aqy quhwƒ ie~k Bu~l bwry jwxkwrI dyxw cwhuµdy hW[”
Second mistake - You cannot insult a customer by directly asking payment from him. Your options here
are:
d¨srI glqI - qusIN gwhk ƒ is~Dw Bugqwn krn leI khI ky iksy vI gwhk dI byzqI nhIN kr skdy ho[
quhwfy leI ivklp hn:
TT “We seem to have missed a payment on you premium. I fully understand your position that you
were busy, and could not attend to it.”
TT “swƒ l~gdw hY ik qusIN Awpxy pRImIAm dw Bugqwn krnw Bu~l gey ho[ mYN quhwfI siQqI ƒ cµgI qrHW
smJ skdw hW ik qusIN iknHyN ivAsq ho, Aqy ies v~l iDAwn nhIN dy sky[
TT “Here is one way we could work this out.”
TT “ie~k qrIkw hY ijs rwhIN ies dw h~l k~iFAw jw skdw hY[”
Mr. Anthony: “Do you know who you are speaking to?”
SRI mwn AYNQnI: “qusIN jwxdy ho qusIN iks nwl g~l kr rhy ho?
Bunty: “No Sir, may I know who you are?”
bµtI: “nhIN sr, kI mYN jwx skdw hW ik qusIN kOx bol rhy ho?
That is obviously foolish. Always show respect to your customer even if he is being unreasonable. What
you can say in this situation is:
ieh spSt qOr qy bhuq v~fI byvk¨PI hY[ hmySw Awpxy gwhk dw snmwn kro BwvyN auh bysbrw ho irhw hY[
qusIN ies siQqI iv~c khI skdy ho:
TT “I can see why you are upset, but please let me work this out for you.”
TT “mYµ smJ skdw hW ik qusIN audws ikauN ho, pr ikrpw krky mYƒ quhwfy leI iesdw h~l k~Fx idE[”
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TT “I value your business with us, which is why I would love to work out a solution that suits you.”
TT “mYN quhwfy swfy nwl vpwr dI kdr krdw hW, iesy leI mYN quhwfy muqwbk ie~k h~l k~Fxw cwhuµdw hW[”
Mr. Anthony: “W H A T? Who is this?”
SRI mwn AYNQnI: “kI? kOx hY?”
Bunty: “I am Bunty.”
bµtI: “mYN bµtI hW sr[”
Mr. Anthony: “Bunty? I will make sure you never work anywhere after this!”
SRI mwn AYNQnI: “bµtI? mYN XkInI krWgw ik quhwƒ ies qoN bwAd kIqy kµm nw imly!”
Well, at this point there is not much one can do. However, here is an option:
TIk hY, ies siQqI qy koeI vI ku~J nhIN kr skdw hY[ hwlWik auplbD ivklp hn:
TT “We understand why you are upset.”
TT “AsIN smJdy hW ik qusIN ikauN prysæwn ho[”
TT “We assure you this mistake will not happen again. Please let us know a way by which we can
correct this.”
TT “AsIN quhwƒ Brosw idµdy hW ieh glqI dubwrw nhIN hovygI[ ikrpw krky swƒ Aijhw qrIkw d~so ijs
nwl AsIN ies ƒ TIk kr skdy hW[”
These are, what we call, polite expressions. They help calm irate customers and assure them that we
are here to help them.
iehnW ƒ hI AsIN inmr Bwv kihµdy hW. ieh gu~sy vwly gwhk ƒ SWq krn iv~c mdd krdy hn Aqy auhnW
ƒ ieh Brosw imldw hY ik AsIN auhnW dI mdd leI hwizr hW[
We’ve learnt about polite expressions. But polite expressions, if NOT said in a polite tone, will no longer
sound polite.
AsIN inmr Bwv bwry is~iKAw hY[ pr jykr inmr Bwv ƒ inmr Awvwjæ iv~c nw ikhw jwvy, qW auh inmr
nhIN l~gdw hY[
Take a look at this sentence. See how Sanaya handles a customer service call in two different ways.
ies vwk qy njær mwro[ dyKo swnXw iks qrHW do v~K v~K FµgW iv~c gwhk syvw kwl sMBwldI hY[
“Yes, I UNDERSTAND “Yes, I understand what you are

WHAT YOU ARE SAYING. saying. Please allow me to help you.”
ALLOW ME TO HELP YOU.”
“jI hW mYN smJdI hW qusIN kI kih rhy
“jI hW mYN smJdI hW qusIN ho[ ikrpw krky mYƒ quhwfI mdd krn
kI kih rhy ho[ mYƒ quhwfI dw mOkw dyvo[“
mdd krn dw mOkw dyvo[“
Rude, Unkind Loud Tone Polite Tone

bdqmIz, sKq au~cI Awvwz inmr Awvwz
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Soft Skills
Did you make out the difference? The lines are the same! The tone and how you modulate your voice
is what makes all the difference!
kI qusIN Aµqr d~s skdy ho? lweInW ie~k smwn hI hn! Awvwz Aqy ijs AMdwz iv~c AwpxI Awvwz TIk
krdy ho aoudoN hI swrw Prk pY jWdw hY ik quhwfy Bwv kI hn!
Both choice of words and the tone should be used to:
sæbd Aqy Awvwz dohW dI cox hyT leI vrqI jwxI cwhIdI hY:
TT Compliment the person
TT ivAkqI dI qrIP krn leI
TT Say something positive
TT ku~J skwrwqmk kihx leI
TT Show empathy for their situation
TT auhnW dy hwlwq leI hmdrdI idKwaux leI
Polite Expressions
inmr Bwv
List of polite expressions for some common situations.

ku~J Awm hwlwqW leI vrqy jwx vwly inmr BwvW dI s¨cI
To empathize with the customer:
gwhk nwl hmdrdI idKwaux leI:
1. We value your time.
1. AsIN quhwfy smyN dI kdr krdy hW[
2. I will personally take care of that.
2. mY in~jI qOr qy ies dw iDAwn r~KwgW[
3. I fully understand your concern.
3. mY quhwfI icµqw ƒ p¨rI qrHW smJ ilAw hY[
To respond to complaints from the customer:
gwhk dI siækwieq dw jvwb dyx leI:
1. Thank you for bringing this issue to our attention.
1. ies sm~isAw ƒ swfy iDAwn iv~c ilAwaux leI quhwfw Dµnvwd[
2. I’m sure I will be able to help with that.
2. mYƒ XkIn hY ik mYN ies sbMDI quhwfI mdd krn dy Xog hovWgw[
3. I am going to give my personal attention to the matter.
3. mYN ies mwmly qy in~jI iDAwn dyvWgw[
4. I can see why you are upset.
4. mYN dyK skdw hW ik qusIN ikauN prysæwn ho[
56
5. I value your business with us.

5. mYN swfy nwl quhwfy vpwr dI kdr kr hW[
6. This is very important feedback.
6. ieh bhuq hI mh~qvp¨rn PIfbYk hY[
7. Such a thing can be annoying at times.
7. AijhI g~l keI vwr qµg kr skdI hY[
8. Thank you for bringing this to our attention.
8. ies ƒ swfy iDAwn iv~c ilAwaux leI quhwfw Dµnvwd[
9. Do you have any suggestions about how we should do it?
9. kI quhwfy kol ies bwry koeI suJwA hY ik swƒ ies leI kI krnw cwhIdw hY?
10. I know exactly how that feels.
10. mYƒ pqw hY ik ikMJ mihs¨s huµdw hY[
To resolve a problem faced by the customer:
gwhk ƒ AweI sm~isAw dw h~l krnw:
1. May I suggest some options?
1. kI mYN koeI suJwA dy skdw hW?
2. Here’s what I can do for you?
2. ie~Qy mYN quhwfy leI kI kr skdw hW?
3. Here’s one way we can work this out.
3. ie~k qrIkw hY ijs nwl AsIN ies dw h~l kr skdy hW[
4. There are a couple of things that I can do for you right away.
4. AijhIAW ku~J cIzW hn jo mYN quhwfy leI huxy hI kr skdw hW[
5. I will make this my topmost priority.
5. mY ies ƒ AwpxI mu~K qrjIh dyvWgw[
To put the customer on hold:
gwhk ƒ aufIk krvwauxw:
1. We appreciate your patience while we process.
1. AsIN swfI kwrvweI dOrwn quhwfy DIrj dI SlwGw krdy hW[
2. I assure you that it will be handled as quickly as possible.
2. mNY quhwƒ XkIn dvwauNdw hW ik ies dw ijnHW jldI sµBv hovygw auµnI jldI h~l kIqw jwvygw[
3. I will have this processed at the earliest.
3. mY ies dI kwrvweI jldI krwvWgw[
4. I assure you that it will be added as quickly as possible.
4. mY quhwƒ XkIn dvwauNdw hW ik ies ƒ ijnHW sµBv ho skygw aunHIN jldI joiVAw jwvygw[
5. May I put you on hold while I access your account?
5. kI mYN quhwfy Kwqy dI jwxkwrI pRwpq krn q~k quhwfI kwl holf qy r~K skdw hW[
57

Soft Skills
General Courtesies
Awm iSStqw
We are going to see three general instances of courtesies that is polite behaviour.
AsIN iSStqw dIAW iqµn Awm audwhrnW dyKWgy jo inmr ivvhwr hn[
Scenario 1
audwhrn 1:
Hi how are you? I heard your

mother was not well. I hope she is
fine now…?
siq SRI Akwl, qusIN ikvyN ho? mY
suixAw ik quhwfI mwqw jI dI ishq
TIk nhIN sI[ mYN aumId krdw hW auh She is much better now. Thanks
hux TIk hn...? for asking Bunty!
auh hux ibhqr hn[ pu~Cx leI
Dµnvwd bµtI!
Scenario 2
audwhrn 2:
Why not.. Thank
Samir, why don’t you take this chair. You you Shruti!
will need to be next to the whiteboard.
ikauN nhIN Dµnvwd
smIr,qusIN ies kursI qy ikauN nhIN bYTdy SrUuqI!
ho[quhwƒ vHwietborf kol A~gy jwx dI
loV hY[
Scenario 3
audwhrn 3:
Please…., please wait. I’ll help you pick
up those dishes. Thank you for your help. I have a
back ache. God bless you!
ikrpw krky ...., ikrpw krky aufIk kro[
mYN brqnW ƒ cu~kx iv~c mdd krWgw[ quhwfI mdd leI DMnvwd[myrI ip~T
iv~c drd hY[ r~b quhwfw Blw kry!
58
We just saw three instances of kind people. What they had in common was courtesy and consideration
for others. Courtesy in our speech is the most important part of being polite and nice to others.
AsIN huxy hI cµgy lokW dIAW iqµn audwhrnW dyKIAW hn[ auhnW iv~c Awm sI iSStqw Aqy hor lokW dw
iDAwn r~Kxw [ swfI bolI dw slIkw hor lokW nwl iSSt hox Aqy cµgy hox dw sB qoN mh~qvp¨rn ih~sw hY[
Courtesies While Opening a Call

kwl krn vylHy vrqI jWdI iSStqw
How you handle a call makes all the difference. A warm, helpful, professional and friendly voice on the
phone will help build the customer base. These examples maybe specific to one profession but the
rules of etiquttes shown can be applied to everyday life. Here are two scenarios that will give you an
idea of how to follow courtesies while opening a call.
qusIN kwl ƒ ikvyN sµBwldy ho iesy nwl swrw Prk pYNdw hY[ Pon qy in~GI, mddgwr, pysæyvr Aqy dosqwnw
Awvwjæ gwhk ADwr bxwaux iv~c mdd krygI[ ieh audwhrnW ie~k Kws pysæy leI Kws ho skdIAW hn pr
idKwey gey iSStwcwr inXm rojæwnw dI izMdgI iv~c lwg¨ kIqy jw skdy hn[ ie~Qy do audwhrnW hn, jo quhwƒ
ieh d~sxigAW ik kwl krn vylHy iSStqw dI pwlnw ikvyN kIqI jwvy[
Scenario 1:
audwhrn 1:
Hi there Ma’am, how is it going? Huh…?

siq SRI Akwl mYfm, kI hwl hY? aNh...?
I mean, I can give you some very nice options

to make your holiday a Dhamaka!
EXCUSE ME?
myrw mqlb hY ik, mYN quhwƒ quhwfI Cu~tI ƒ
Dmwkydwr bxwaux leI ku~J bhuq vDIAw mw& krnw?
ivklpW dw suJwA dy skdw hW!
59

Soft Skills
See we have a
package for Mauritius and if that is too expensive
for you we can give you one for Panchgani!
dyKo swfy kol mwiriSs leI ie~k pYkyj hY Aqy jykr WHAT?
ieh quhwfy leI bhuq mihµgw hY qW AsIN quhwƒ pµcgxI kI?
leI ie~k pYkyz dy skdy hW!
The customer gets angry and she hangs up the phone. No wonder, because, telecom person was being
too casual and familiar. She directly began talking about the service without the customer’s permission.
gwhk gu~sy ho jWdI hY Aqy auh Pon k~t idµdI hY[ koeI hYrwnI nhIN hY, ikauik, Pon krn vwlw ivAkqI bhuq
hI gYr-pySyvr Aqy Awpxwpn zwihr kr rhI sI[ ausny is~Dy qOr qy gwhk dI AwigAw ley ibnHW syvw bwry
g~l krnw sæur¨ kr id~qw sI[
Now let us look at how Shruti handles the same call.
Awau hux dyKdy hW ik sær¨qI ausy kwl nUM ikvyN sMBwldI hY[
Scenario 2:
audwhrn 2:
Good morning Ma’am, and how are
you today? Is this a good time to talk?
I am fine… who is this?
s~æuB svyr mYfm, Aqy A~j quhwfw kI hwl
hY? kI ieh smW g~l krn leI TIk hY? mYN TIk hW... qusIN kOx ho?
Hmmm sure…
This is Shruti from Take a Trip. If you have just five what options do
minutes I could tell you about a lovely summer you have?
package that is easy on your pocket too!
hmm jrUr.....
mYN tyk ey tir~p qoN sær¨qI bol rhI hW[ jykr quhwfy kol quhwfy kol ikhVy
pµj imµt hn qW mYN quhwƒ grmIAW leI vDIAw pYkyj ivklp hn?
bwry d~s skdI hW jo quhwfy muqwbk ikPwieqI hovygw!
60
We will now look at each point of courtesy that won Shruti a customer today…
AsIN hux iSStqw dy aus hr ibµdu ƒ dyKWgy jo A~j sær¨qI ƒ ie~k gwhk dy skdy hn,....
“Good morning Ma’am, and how are you today?”
“Su~B svyr mYfm, Aqy A~j quhwfw kI hwl hY?”
TT Wishing the customer and showing genuine interest in her.
TT gwhk ƒ Su~B kwmnw dyxw Aqy aus ivc s~cI idlcspI idKwauxw[
“Is this a good time to talk?”
“kI ieh smW g~l krn leI TIk hY?”
TT Being considerate of the customer’s convenience.
TT gwhk dI sh¨lq ƒ iDAwn iv~c r~Kxw[
“If you have just five minutes…”
“jykr quhwfy kol pµj imµt hn...”
TT Double-checking so that the customer does not feel rushed.
TT dubwrw pu~Cxw, qW ik gwhk mihs¨s nw kry[
Those were some courtesies that you may observe while opening a call with your customer.
ieh ku~J iSStqwvW sn, jo qusIN Awpxy gwhk dy nwl kwl krdy smyN iDAwn iv~c r~K skdy ho[
Courtesies During a Call

kwl krn dOrwn im`Tw bolxw
We have seen some courtesies that you need to follow while opening a call, but you must continue
with them throughout the conversation. These examples maybe specific to one profession but the
rules of etiquttes shown can be applied to everyday life. Here are two instances that will help you
understand this better.
AsIN ku~J AijhIAW iSStqwvW dyKIAW hn ijhnW dI quhwƒ kwl Sur¨ krn vylHy pwlnw krn dI loV huµdI
hY, pr quhwƒ g~lbwq dOrwn vI auhnW dI pwlnw krnI cwhIdI hY[ ieh audwhrnW ie~k Kws pysæy leI Kws
ho skdIAW hn pr idKwey gey iSStwcwr inXm rojæwnw dI izMdgI iv~c lwg¨ kIqy jw skdy hn[ ie~Qy do
audwhrnW hn, jo quhwƒ ies ƒ ibhqr smJx iv~c mdd krngIAW[
61

Soft Skills
Scenario 1:
audwhrn 1:
I just called to tell you that I know I know. My uncle just passed
your dues on your mobile bills away and we have been in the hospital
for the last two months are for over two months.
pending Sir.
mYƒ pqw hY mYnUM pqw hY[ huxy hI myry Aµkl
SRImwn, mYN quhwƒ ieh d~sx leI kwl dI mOqy hoeI hY Aqy AsIN ipCly do ibl
kIqI hY ik ipCly do mhIny qoN quhwfw mhIinAW qoN hspqwl iv~c hI sI[
mobweIl bkwieAw hY[
DON’T YOU UNDERSTAND WHAT I JUST

Oh ok. Anyway, the amount SAID? There has been a death in the
is now Rs. 2300. So when can family! AND AS FOR YOU, I WILL BE
you pay? TALKING TO YOUR MANAGER!
Eh TIk hY[ koeI g~l nhIN kI quhwƒ smJ nhIN AwieAw ik mYN kI
hux ieh rkm 2300 rupey hY[ ikhw hY? pirvwr iv~c mOq ho geI hY!
ies leI qusIN kdoN Bugqwn Aqy quhwfy leI, mYN quhwfy mYnyjr nwl g~l
kr skdy ho? krWgw!
The situation above was a sensitive one. The customer got angry with the CSR because he did not show
any consideration for the customer’s situation.
auprokq siQqI sµvydnsæIl sI[ gwhk sIAYsAwr nwl nwrwjæ ho igAw ikauNik aus ny gwhk dI siQqI qy
koeI vI ivcwr nhIN kIqw[
Let us see how Bunty, another CSR, handles the same call.
AwE dyKIey ik bµtI, ie~k hor sIAYsAwr, ausy kwl nUM ikvyN sMBwldw hY[
62
Scenario 2:
audwhrn 2:
I know. My uncle just
I just called to tell you that your passed away and we have
dues on your mobile bills are been in the hospital for over
pending for the last two months two months.
Sir. mYƒ pqw hY[huxy hI myry Aµkl
SRImwn, mYN quhwƒ ieh d~sx leI dI mOq hoeI hY Aqy AsIN ipCly
kwl kIqI hY ik ipCly do mhIny qoN do mhIinAW qoN hspqwl iv~c
quhwfw mobweIl ibl bkwieAw hY[ hI sI[
I am really sorry to hear that

Sir. I do understand. Is it a good Yes, it is okay, thank
time to talk now? you. Just let me know
SRImwn mYƒ ieh sux ky d~uK the amount.
hoieAw[ mYN smJdw hW[ kI ieh hW, TIk hY, Dµnvwd[ bs
smW g~l krn leI TIk hY? mYƒ rkm d~s idE[
Certainly Sir. As you are going

through a difficult time, we will
send a person to your house to
collect the amount…
XkInn SRImwn, ikauNkI qusIN
muSkl smyN iv~coN gujr rhy ho,
AsIN rkm lYx leI quhwfy Gr
ie~k ivAkqI ƒ Byj dyvWgy...
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Soft Skills
We will now look at each point of courtesy that won Bunty a customer today…
AsIN hux iSStqw dy aus hr ibµdUu ƒ dyKWgy jo A~j bµtI ƒ ie~k gwhk dy skdy hn
“I am really sorry to hear that Sir. I do understand. Will this be a good time to talk then?“
SRImwn mYƒ ieh sux ky d~uK hoieAw[ mYN smJdw hW[ kI iPr ieh smW g~l krn leI TIk hovygw?
TT Bunty expresses genuine sympathy. Double-checks if it is a good time to talk.
TT bµtI ny s~cI hmdrdI jæwhr kIqI sI[ dubwrw jWc kIqI ik ieh smW g~l krn leI TIk hY jW
nhIN[
“...Certainly, Sir. As you are in a difficult time, we will send a person to your house to collect the
amount…”
“..XkInn SRImwn, ikauNkI qusIN muSkl smyN iv~coN guzr rhy ho, AsIN rkm lYx leI quhwfy Gr ie~k ivAkqI
ƒ Byj dyvWgy...”
TT Bunty speaks in a helpful tone. He also offers additional help to show consideration.
TT bµtI ny shwiek Awvwjæ iv~c g~l kIqI[ aus ny icMqw zwhr krn leI vwD¨ mdd dI pysæksæ vI
kIqI[
Those were some tips on courtesies you may observe during a call.
iSstqw qy ieh ku~J suJwA sn jo qusIN kwl krn dy dOrwn vrq skdy ho[
Key Learnings
mu`K is~iKAw
ie~Qy qusIN jo is~iKAw aus nUM sMKyp iv~c ilKo[ muh~eIAw kIqI KwlHI QW qy Awpxy jvwb ilKo[
1. L ist five polite expressions which you would use to respond to complaints from the
customer.
1. Aijhy pµj inmr BwvW dI s¨cI bxwE jo qusIN gwhk dI sm~isAwvW dw jvwb dyx leI
vrqogyo[
64
2. What are the expressions that you would use to put the customer on hold?
2. qusIN iks Bwv dI vrqoN krky gwhk ƒ aufIk krvwEgyyo?
3. State the polite expressions that help calm irate customers.

3. aus inmr Bwv bwry d~so jo gu~sy hoey gwhk ƒ SWq kr skdw hY[
4. What are the courtesies that you must observe in order to win a customer?
4. gwhk dw mn ij~qx leI quhwƒ ikhVy BwvW ƒ iDAwn iv~c r~Kxw cwhIdw hY?
65

Soft Skills
Worksheet
vrkSIt
1. Read the question. Tick on the correct option. (There may be more than one correct answer)
1. svwl pVHo[ shI ivklp qy it~k kro[ (ie~k qoN v~D shI jvwb ho skdy hn)
a. S aumitra works at a telecom compay who wants to help the customer resolve a problem.
Help him choose the best option of polite expressions.
a. suimqrw ie~k tYlIkwm kµpnI iv~c kMm krdI hY jo gwhkW dI sm~isAw h~l krn iv~c mdd
krdI hY[ inmr Bwv dw ibhqr ivklp cuxn iv~c ausdI mdd kro[
i. ere’s what I can do for you.

H
i. mYN quhwfy leI kI kr skdw hW[
ii. Please tell me your problem fast.
ii. ikrpw krky pihlW mYƒ AwpxI sm~isAw d~so[
iii. There are a couple of things that I can do for you right away.
iii. AijhIAW ku~J cIzW hn jo mYN quhwfy leI huxy hI kr skdw hW[
iv. Why are you bothering me with your problem?
iv. qusIN mYƒ AwpxI sm~isAw nwl prySwn ikauN kr rhy ho?
b. J anhavi is a new joinee in a domestic BPO. What can be the best expressions that she
could use in terms of tone and choice of words?
b. jwhnvI sQwnk bIpIE iv~c nvIN BrqI hoeI hY[ auh Awvwz Aqy SbdW dI cox dy sbµD iv~c
ikhVy ibhqrIn Bwv vrq skdI hY?
i. Is this a good time to talk?

i. kI ieh g~l krn dw shI smW hY?
ii. We assure you this mistake will not happen again.
ii. AsIN quhwƒ XkIn idvwauNdy hW ik ieh glqI dubwrw nhIN hovygI [
iii. re you aware that you have missed out on this month’s payment?
A
iii. kI quhwƒ ies bwry pqw hY ik qusIN ies mhIny dw Bugqnw nhIN kIqw hY?
iv. e seem to have missed a payment on your premium. I fully understand
W
your position that you were busy, and could not attend to it.
iv. swƒ l~gdw hY ik AsIN qusIN Awpxy pRIimAm dwy Bugqwn krnw Bu~l gey ho[ mYN
p¨rI qrHW quhwfy hwlwq smJ skdI hW ik qusIN ivAsq sI, Aqy ies v~l iDAwn
nhIN dy skdy sI[

2. svwl pVHo[ shI ivklp qy it~k kro[
You see a woman carrying heavy files into the room.
qusIN ie~k mihlw ƒ kmry iv~c BwrIAW PweIlW ilAWdy hoey dyKdy ho[
a. You offer to carry it for her.
66
a. qusIN aus leI auhnW ƒ cu~kx dI pySkS krdy ho[

b. You smile at her.
b. qusIN aus ƒ dyK ky muskurwauNdy ho[
The customer has just told you that she has had a baby.
gwhk ny quhwƒ huxy d~isAw hY ik aus ny hwl hI iv~c b~cy ƒ jnm id~qw hY[
a. You offer her baby products.
a. qusIN aus ƒ b~cy dy auqpwdW dI pySkS krdy ho[
b. You congratulate her.
b. qusIN aus ƒ vDweI idµdy ho[
The customer is very busy.
gwhk bhuq izAwdw ivAsq hY[
a. You call every hour.
a. qusIN hr Gµty kwl krdy ho[
b. You ask the customer when it will be a good time to call.
b. qusIN gwhk ƒ pu~Cdy ho ik kwl krn dw shI smW kI hovygw[
The customer is speaking from a mobile and you cannot hear him.
gwhk mobwiel Pon qoN g~l kr irhw hY Aqy qusIN aus ƒ sux nhIN skdy ho[
a. You say: Pardon me? Could you please repeat that?
a. qusIN kihµdy ho: mw& krnw? kI qusIN ies ƒ duhrw skdy ho?
b. You say: I can’t understand.
b. qusIN kihµdy ho: mYN smJ nhIN sikAw?
6. svwl pVHo[ shI ivklp qy inSwn lgwao[
The customer has changed his mind five times.
gwhk ny pµj vwr Awpxw mn bdilAw hY[
a. You get tired and tell him there are no more choices.
a. qusIN Q~k gey ho Aqy aus ƒ ikhw ik koeI vI hor ivklp nhIN hn[
b. You tell him you will email him all options so that he has time to choose.
b. qusIN aus ƒ ikhw ik qusIN aus ƒ swry ivklp eImyl kr dyvogy qWik aus ƒ cox krn dw smW
iml jwvy[
67

Soft Skills
Notes
nots
68
Participant Handbook Group Interaction
Group Interaction
smUhk g~lbwq
ies sYSn dy Aµq qy qusIN ies iv~c smr~Q ho jwEgy:
TT explain what is teamwork.
TT tIm vrk kI hY ies dI ivAwiKAw krnw[
TT be an effective team player at work.
TT kµm qy tIm dw ie~k pRBwvSwlI mYNbr bµnxw[
Session Plan
sYSn dI Xojnw
Session Overview
1
sYSn dw sµKyp
What is Teamwork
2
tImvrk kI hY
The Need for Teamwork
3
tImvrk dI loV
Tips to Improve Teamwork
4
tImvrk iv~c suDwr krn leI suJwA
Characteristics of an Effective Team
5
ie~k pRBwvSwlI tIm dIAW ivSySqWvW
Key Learnings
6
kI is~iKAw
Worksheet
7
vrkSIt
Session Overview
sYsæn dw sµKyp
Team members working in isolation and team members working together as a team will produce
different results. Team members working as a team will be able to achieve their desired goal faster and
better. In this session, we will see how to work as a team.
iek~lqw iv~c kµm krdy tIm dy mYNbr Aqy iml ky ie~k tIm dy qOr qy kµm krdy tIm dy mYNbr v~K-v~K nqIjy
dyxgy[ ie~k tIm dy qOr qy kµm kr rhy tIm dy mYNbr Awpxy loVINdy tIcy ƒ qyjæI nwl Aqy ibhqr pRwpq krn
dy Xog hoxgy[ ies sæYsæn iv~c, AsIN dyKWgy ik, kI ie~k tIm dy qOr qy ikvyN kµm kIqw jwvy[
69

Soft Skills
What is Teamwork
skrwqmk rv~eIAw ikauN hoxw cwhIdw hY
Coming together is a beginning.

iek~Ty hoxw, ie~k sæurÄwq hY[
Keeping together is progress.
iek~Ty r~Kxw qr~kI hY[
Working together is success.
iml ky kµm krnw sPlqw hY[
- Henry Ford
- hYnrI Porf
(Founder of the Ford Motor Company)
(Porf motr kµpnI dy sMswQpk)
The only way any business works is when the members function as a team. Unless the members are
in harmony and are striving towards a common goal, success can never be achieved. A team is not
just a group of members working together; it is a group where the members are moving in the same
direction.
iksy vI kwrobwr dy c~lx dw isrP ie~k hI qrIkw hY, jdoN aus dy mYNbr ie~k tIm dy qOr ‘qy kµm krdy hn[
jykr mYNbrW iv~c eykqw nhIN hovygI Aqy auh ie~ko tIcy ƒ pRwpq krn dI koiSSæ nhIN krdy hn, qW sPlqw
hwsl nhIN kIqI jw skdI hY[ tIm isrP iml ky kµm krn vwly mYNbrW dw ie~k sm¨h nhIN huµdI hY; ieh
Aijhw sm¨h huµdw hY ij~Qy swry mYNbr ie~ko idSw iv~c kMm krdy hn[
Output of a single person can never be equal to the output given by a team. For a team to be effective,
the output of a team should always be more than the sum of individual outputs.
ie~k ie~kly ivAkqI dI Awautpu~t kdy vI ie~k tIm dI Awautpu~t dy brwbr nhIN ho skdI hY[ ie~k tIm
ƒ pRBwvSwlI hox leI, ie~k tIm dI Awautpu~t hmysæw v~K-v~L ivAkqIAW dI AwaUtpu~t dy joV qoN v~D
hoxI cwhIdI hY[
Building an effective team can be challenging at times. It is fostered by respect, encouragement,
enthusiasm, and care for other team members. At the heart of a great team is spirituality and love that
brings compassion, love and respect to work.
ie~k pRBwvsæwlI tIm bxwauxw keI vwr AOKw ho skdw hY[ ieh tIm dy hor mYNbrW dw Awdr, hNOslw, auqswh,
Aqy dyKBwl krky bxweI jWdI hY[ ie~k mhwn tIm dy idl iv~c jzbw Aqy ipAwr huµdw hY, jo kµm krn leI
jnUMn, ipAwr Aqy siqkwr pYdw krdw hY[
For a team to be effective, the ideas of an individual gained from knowledge and experiences should be
translated to the entire group’s insight or idea. The skills of one person should be propagated to other
members of the team. Only then will an individual’s success lead to the organization’s success.
ie~k tIm ƒ pRBwvSwlI hox leI, ie~k ivAkqI dy igAwn Aqy qjrby qoN pRwpq ivcwr swry sm¨h dI smJ
jW ivcwr bx skdy hn[ ie~k ivAkqI dw hunr tIm dy hor mYNbrW nwl sWJw kIqw jwxw cwhIdw hY[ isrP
audoN hI ie~k ivAkqI dI sPlqw sµgTn dI sPlqw hovygI[
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The Need for Teamwork

tImvrk dI loV
In any profession, nothing can be accomplished individually.

iksy vI pysæy iv~c, ku~J vI ie~kly p¨rw nhIN kIqw jw skdw hY[
For a simple action like measuring a piece of land using a chain, you need a team of minimum two
members. If the members do not function as a team, the accuracy of the measurement can be affected.
ie~k cyn dI vrqoN krky jæmIn dy ie~k tukVy ƒ mwpx ijhy ie~k sDwrn kµm leI vI, quhwƒ G~to-G~t do
mYNbrW dI ie~k tIm dI loV pYNµdI hY[ jykr mYNbr ie~k tIm dy qOr qy kµm nhIN krdy hn, qW mwp dI stIkqw
pRBwivq ho skdI hY[
Again, to measure a piece of land effectively, you need more members in the team working in harmony.
We need different people to spot the land, make a map or plot to represent the land on paper, measure
the area using the right tools, validate the measurement, supervise the procedure and finally, record
the figures. These people need to understand each other’s language, have mutual respect and share
the same vision and goal. Without this, accuracy and deliveries can be affected.
iPr, Asrdwr qrIky nwl jæmIn dy ie~k tukVy ƒ mwpx leI, quhwƒ tIm iv~c iml ky kµm krdy hoey hor
mYNbrW dI loV hY[ swƒ jæmIn dw pqw krn, kwgjæ ‘qy jæmIn drswaux leI ie~k nksæw bnwaux jW plwt
krnw, shI sµd dI vrqoN krky Kyqr ƒ mwpx, mwp dy shI hox dI qsdIk krnw, ivDI dI ingrwnI krn
Aqy Aµq iv~c, AµkVy ƒ irkwrf krn leI v~K-v~K lokW dI loV huµdI hY[ iehnW lokW ƒ ie~k-d¨jy dI Bwsæw
ƒ smJx, AwpsI Awdr krn Aqy ie~ko hI ivzn Aqy tIcy ƒ sWJw krn dI loV huµdI hY[ ies dy bgYr,
stIkqw Aqy filvrI pRBwivq ho skdI hY[
So, teamwork is very important in the world of land surveying.
ies leI, zmIn dw srvyKx krn dy Kyqr iv~c iml ky kµm krnw bhuq hI mh~qvp¨rn huMdw hY[
Tips to Improve Teamwork

tImvrk iv~c suDwr krn leI suJwA
Forming an effective team is a challenge that can be achieved with the right effort. These tips will let
you know the areas to focus on to build an effective team.
ie~k pRBwvsæwlI tIm bnwaUxw ie~k cuxOqI hY, jo shI koiSSæ dy nwl hI pRwpq kIqI jw skdI hY[ ieh suJwA
quhwƒ ie~k pRBwvsæwlI tIm bnwaux leI Poks krn vwly KyqrW dI pCwx krn dyxgy[
TT ommunication: It is the key for a team’s success. The right words chosen to express a specific
C
thought can help bridge gaps and stop communication barriers amongst team members. These
are the points we need to keep in mind while communicating in a team:
TT sµcwr: ieh tIm dI sPlqw dI kuµjI hY[ ie~k Kws ivcwr pRgt krn leI cuixAw igAw shI sæbd
tIm mYNbrW ivckwr Aµqr Kqm krn Aqy tIm iv~c sµcwr rukwvt ƒ rokx iv~c mdd kr skdw hY[
hyT id~qy ibµdu tIm iv~c sµcwr krn dOrwn iDAwn iv~c r~Kx dI loV huµdI hY:
• iction: Choose the right words to express a thought. If a surveyor uses the wrong Code of
D
Signals for Ranging, measurement can be affected.
• sæbd cox: ivcwr pRgt krn leI shI sæbd cuxo (jykr srvyKk idSw leI isgnl dy glq
kof dI vrqoN krdw hY, qW mwp pRBwivq ho skdw hY[
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Soft Skills
• T one: Choosing the right tone is as important as words. A statement can sound as a request
or an order depending on the tone you choose. If you want to have team members that
mutually respect each other, the respect should be reflected in the tone you choose. Be
polite and assertive when you speak.
• Awvwz: shI Awvwjæ dI cox krnw sæbd cox dI qrHW mh~qvp¨rn hUMdI hY[ ie~k kQn ie~k bynqI
jW AwdyS ho skdI hY jo ik quhwfI Awvwz qy inrBr krdw hY[ jykr qusIN cwhuµdy ho ik tIm dy
mYNbr Awps iv~c ie~k dUsry dw Awdr krn, qW quhwfI Awvwz iv~c Awdr Jlkxw cwhIdw
hY[ g~l krn vylHy inmr Aqy spSt bxo[
TT E ncouragement: It is one factor that drives you to work harder. Appreciation from team members
act as a fuel in your drive to work. Encouragement does not always have to come from superiors,
team members can encourage other members to perform better. Similarly, team members
should also appreciate each other if their work is commendable.
TT hOslw: ieh ie~k kwrk hY jo quhwƒ hor imhnq krn leI auqswhq krdw hY[ tIm dy mYNbrW qoN kdr
imlxw quhwƒ kµm krn dy hOsly dy qOr qy kµm krdw hY[ hOslw hmysæw suprvweIzr qoN nhIN AwauNdw
hY, ibhqr pRdrsæn krn leI tIm dy hor mYNbr hOslw dy skdy hn[ iesy qrHW, jykr auhnW dw kµm
sælwGwXog hY qW tIm mYNbrW ƒ ie~k-d¨jy dI SlwGw krnI cwhIdI hY[
TT esolving Conflict: A team is formed by more than two members. Since each individual is
R
different, conflicts are a part of every team. What needs to be kept in mind is not to let these
conflicts affect your work or peace of mind. Right communication should be used to resolve them.
Understanding and compassion will help you to resolve them. The work place is a wonderful
place without conflicts.
TT Apvwd dw h~l krnw: ie~k tIm do qoN v~D mYNbrW duAwrw iml ky bxweI jWdI hY[ ikauNik hr
ivAkqI v~K huµdw hY, ies leI Apvwd hr tIm dw ih~sw huµdy hn[ ieh iDAwn iv~c r~Kx dI loV
huµdI hY ik ies Apvwd ƒ Awpxy kµm jW mn dI SWqI qy Asr nw pwaux id~qw jwvy[ auhnW ƒ h~l
krn leI shI sµcwr vriqAw jwxw cwhIdw hY[ smJ Aqy jnUn quhwƒ iehnW ƒ h~l krn leI mdd
krygw[ kµm dw sQwn Apvwd ibnHW ie~k sæwndwr jgHw huµdI hY[
TT cknowledging Feelings: Stress or a difference in opinion with a fellow team member can often
A
lead to us treating the others in a way we regret later. Remember that each member is a human
being with emotions. Empathise with them during their happiness and sorrow. Be sensitive
towards others emotions when you express your views. Remember, how you behave shows
what kind of individual you are.
TT BwvnwvW ƒ svIkwr krnw: qxwA jW ie~k tIm dy swQI mYNbr dy nwl rwey iv~c Prk Aksr swƒ
auhnW nwl Aijhw ivhwr krn leI mjb¨r kr idµdw hY ijs leI swƒ bwAd iv~c pCqwauxw pY skdw
hY[ Xwd r~Ko ik hryk mYNbr jjæbwqW vwlw ienswn huMdw hY[ auhnW nwl KusæI Aqy audwsI dy dOrwn
hmdrdI nwl pyS AwE[ horW dy jjæbwq v~l sµvydnsæIl rho jdoN qusIN Awpxy ivcwr jæwhr krdy ho[
Xwd r~Ko, ijs qrHW qusIN ivhwr krdy ho auh ieh idKwauNdw hY ik qusIN iks iksm dy ivAkqI ho[
TT S etting Standards/Norms: Many times conflicts arise in the team because the standards or norms
are not set initially. Team norms are a set of guidelines or rules that a team should establish in the
beginning. It decides the shape of interaction amongst the team members and external parties.
Good norm setting helps in discipline in the group, and proper behaviour amongst members.
Setting standards in the group is also necessary. Performance standards should be set initially
and a consensus should be achieved. This helps team members to meet required expectations.
TT imAwr/inXm sY~t krn: keI vwr tIm iv~c Apvwd ies krky pYdw ho jWdw hY ikauNik imAwr jW
inXm ƒ sæur¨ iv~c sY~t nhIN kIqw jWdw hY[ tIm inXm hdwieqW jW inXmW dw ie~k sY~t huµdw hY jo
hr tIm ƒ sæur¨ iv~c sQwpq krnw cwhIdw hY[ ieh tIm dy mYNbrW Aqy bwhrI p~K iv~c dKl dI iksm
dw PYslw krdw hY[ cµgI inXm sYitµg sm¨h iv~c Anusæwsn bnwaux Aqy mYNbrW iv~c shI ivhwr pYdw
krn iv~c mdd krdI hY[ sm¨h iv~c imAwr inrDwrq krnw vI jær¨rI huµdw hY[ kwrgujæwrI imAwr sæur¨
72
iv~c hI sY~t kIqy jwxy cwhIdy hn Aqy sihmqI pRwpq kIqI jwxI cwhIdI hY[ ieh tIm ƒ loVINdIAW
aumId ƒ p¨rw krn iv~c mdd krdI hY[
TT penness: Team members need to be open to both learning and feedback. If we think that we
O
have enough knowledge about a particular subject that is where our learning ends. Moreover,
we should have the ability to take feedback positively. If a team member gives us a feedback, we
should remember that it is for the benefit of the entire team. It is not because of any personal
dislike and we should never take it personally.
TT Ku~lHwpx: tIm dy mYNbrW ƒ is~Kx Aqy PIfbYk dohW leI iqAwr rihx dI loV huµdI hY[ jykr swƒ
l~gdw hY ik swƒ ie~k Kws ivSy bwry kwPæI igAwn hY, qW swfI is~Kx smr~Qqw Kqm ho jWdI hY[
ies dy nwl, swfy iv~c PIfbYk ƒ skwrwqmk FMg nwl lYx dI Xogqw hoxI cwhIdI hY[ jykr ie~k tIm
mYNbr swƒ PIfbYk idµdw hY, qW swƒ ieh Xwd r~Kxw cwhIdw hY, ik ieh swrI tIm dy lwB leI hY[
ieh iksy vI ivAkqI nUM in~jI qOr qy nwpsµd krn krky nhIN hY, Aqy swƒ ies ƒ in~jI qOr qy kdy
vI nhIN lYxw cwhIdw hY[
Characteristics of an Effective Team

pRBwvSwlI tIm dIAW ivSySqWvW
An effective team is productive. Teamwork not just helps the team, it also increases job satisfaction.
Here are a few characteristics of an effective team:
ie~k pRBwvsæwlI tIm lwBkwrI huµdI hY[ tImvrk, nw isrP tIm dI mdd krdw hY, ieh nOkrI dI sµqusætI
iv~c vI vwDw krdw hY[ ie~Qy ie~k pRBwvsæwlI tIm dy ku~J ivSySqWvW id~qIAW geIAW hn:
TT The goal should be clear.
TT tIcw spSt hoxw cwhIdw hY[
TT A plan to achieve that goal should be set.
TT tIcy ƒ pRwpq krn leI Xojnw bxweI jwxI cwhIdI hY[
TT Each member should be given clear roles.
TT hr mYNbr ƒ spSt Bïmkw id~qI jwxI cwhIdI hY[
TT Members should be competent and committed.
TT mYNbr kwbl Aqy vcnb~D hoxy cwhIdy hn[
TT Decisions should be taken through consensus.
TT PæYsly sihmqI nwl kIqy jwxy cwhIdy hn[
TT Members should have effective communication and interpersonal skills.
TT mYNbrW iv~c Asrdwr sµcwr Aqy prspr hunr hoxw cwhIdw hY[
TT Members should know each other well and empathise with each other.
TT mYNbr ie~k-d¨jy ƒ cµgI qrHW jwxdy hox Aqy ie~k-d¨jy leI hmdrdI hoxI cwhIdI hY[
TT Each member should be allowed to speak up and act.
TT hr mYNbr ƒ g~l krn Aqy kµm krn dI iejwjæq hoxI cwhIdI hY[
TT Each member should thrive to be better.
TT hr mYNbr ƒ ibhqr hox leI auqswhq kIqw jwxw cwhIdw hY[
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Soft Skills
TT Members should be good listeners.

TT mYNbr cµgw sroqw hoxw cwhIdw hY[
TT Members should be open to accept new ideas.
TT mYNbr nvyN ivcwr ƒ svIkwr krn leI iqAwr hoxw cwhIdw hY[
TT Self-assessment should happen periodically.
TT svY-mulWkx lgwqwr kIqw jwxw cwhIdw hY[
TT Members should have shared leadership.
TT mYNbrW iv~c sWJI lIfriSp hoxI cwhIdI hY[
TT Members should trust each other and be active participants.
TT mYNbrW ƒ ie~k-d¨jy qy Brosw hoxw cwhIdw hY Aqy srgrmI nwl ih~sw lYx vwly hoxy cwhIdy hn[
TT Members should be problem-solvers.
TT mYNbr sm~isAw-dw h~l krn vwly hoxy cwhIdy hn[
Key Learnings
mu`K is~iKAw
qusIN jo is~iKAw hY aus ƒ sµKyp iv~c ilKo[ id~qI geI KwlHI QW iv~c Awpxy jvwb ilKo[
1. How can you make your team more effective?

1. qusIN AwpxI tIm ƒ ikvyN hor pRBwvSwlI bxw skdy ho?
2. What are the common characteristics that an effective team should have?
2. ie~k pRBwvSwlI tIm iv~c ikhVIAW ivSysqWvW hoxIAW cwhIdIAW hn?
74
3. Are you a good team player? What can you do to make yourself better?
3. kI qusIN ie~k cµgy tIm mYNbr ho? qusIN Awpxy Awp ƒ ibhqr bxwaux leI kI kr skdy ho?
Worksheet
vrkSIt
1. Given below are a few indicators. To what extent are these characteristics a part of your attitude
or behaviours? Mark yourself in a scale of 5 and count the score.
2. hyT ku~J s¨ck id~qy gey hn[ iks h~d q~k ieh ivSySqWvW quhwfy rv~eIey jW ivhwr dw ih~sw h n?
Awpxy Awp ƒ 5 dy pYmwny qy mwrk kro Aqy skor dI igxqI kro[
5 = Very characteristic
5 = bhuq ivSyS
4 = Moderately characteristic
4 = sµjmI ivSyS
3 = Somewhat characteristic
3 = ku~J ivSyS
2 = Moderately uncharacteristic
2 = sµjmI nymI
1 = Very uncharacteristic
1 = bhuq nymI
I listen to my colleagues and supervisors and never miss a word.

1 mYN Awpxy swQI Aqy suprvweIjær ƒ suxdw hW Aqy kdy vI ie~k sæbd 1 2 3 4 5
vI ims nhIN kIqw[
I am open to ideas, suggestions and feedbacks from others and take
them positively.
2 1 2 3 4 5
mYN horW v~loN id~qy ivcwr, hor suJwA Aqy PIfbYk dw suAwgq krdw hW
Aqy auhnW ƒ skwrwqmk qOr qy lYNdw hW[
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Soft Skills
I set team interest above individual interest.

3 mYN tIm idlcspI ƒ ivAkqIgq idlcspI qoN aupr sY~t kIqw hoeIAw 1 2 3 4 5
hY[
I readily share knowledge and information with others.
4 1 2 3 4 5
mNY AwswnI nwl horW nwl igAwn Aqy jwxkwrI sWJw krdw hW[
I ask for a feedback from others and do a self-evaluation periodically.
5 1 2 3 4 5
mNY horW qoN PIfbYk dI mµg krdw hW Aqy lgwqwr svY-mulWkx krdw hW[
I have good relationship with all my team members.
6 1 2 3 4 5
myry swry tIm mYNbrW nwl cµgy sbµD hn[
I share credit with others.
7 1 2 3 4 5
mNY horW nwl SwbwSI sWJI krdw hW[
I understand other team members’ problems and difficulties.
8 1 2 3 4 5
mNY tIm dy hor mYNbrW dI sm~isAw Aqy musækl ƒ smJdw hW[
I help other team members whenever required.
9 1 2 3 4 5
jdoN vI loV huµdI hY mY hor tIm mYNbrW dI mdd krdw hW[
I focus on team vision and goal always.
10 1 2 3 4 5
mNY hmysæw tIm ivzn Aqy tIcy qy iDAwn r~Kdw hW[
I foster ‘we’ feeling.
11 1 2 3 4 5
mNY ‘AsIN’ dI Bwvnw mihs¨s krdw hW[
I focus on learning rather than failure when I make a mistake.
12 mNY jdoN glqI krdw hW qW mYN AsPlqw qoN v~D is~Kx qy iDAwn idµdw 1 2 3 4 5
hW[
I trust all my team members and they trust me.
13 mY myry swry tIm mYNbrW qy Brosw krdw hW Aqy auh myry qy Brosw krdy 1 2 3 4 5
hn[
Whenever there is a problem, I prefer working in a group to find a
solution rather than working alone.
14 1 2 3 4 5
jdoN vI koeI sm~isAw AwauNdI hY, qW mY h~l pRwpq krn leI iek~ly kµm
kr dI qulnw iv~c ie~k sm¨h iv~c kµm krnw psµd krdw hW[
I have no problems if my colleague is in control of the project.
15 1 2 3 4 5
jykr myry swQI kol pRwjYkt dw kµtrol hY qW mYƒ koeI sm~isAw nhIN hY[
76
Notes
nots
77

Soft Skills
78
Participant Handbook Time Management
Time Management
smW pRbµDn
ies sYSn dy Aµq qy qusIN ies iv~c smr~Q ho jwEgy:
TT manage time effectively to achieve more.
TT ijAwdw pRwpq krn leI smyN dw pRbµDn pRBwvSwlI Fµg nwl krnw[
Session Plan
sYSn dI Xojnw
Session Overview
1
sYSn dw sµKyp
Time Management
2
smW pRbµDn
Prioritize
3
qrjIh idE
Schedule
4
smW qih kro
Multitask
5
ie~k smyN qy keI kµm krnw
Track the Progress
6
pRgqI qy ingrwnI r~Kxw
Important Tips
7
mh~qvp¨rn suJwA
Key Learnings
8
kI is~iKAw
Worksheet
9
vrkSIt
Session Overview
sYsæn dw sµKyp
Knowing how to manage your time is a very important part of having any job. You may sometimes find
yourself with multiple different tasks, pulling you in different directions.
Awpxy smyN dw pRbµDn krnw ikvyN kIqw jwvy sbµDI jwnxw iksy vI nOkrI dw ie~k mh~qvp¨rn ih~sw huµdw hY[
qusIN kdy kdy Aijhy keI swry kµmW iv~c aulJ skdy ho, jo quhwƒ v~K-v`K idSwvW v~l iK~c rhy huµdy hn[
This module will teach you how to optimize your time and be more organized.
ieh mwfIaUl quhwƒ Awpxy smyN ƒ ikvyN pRbµDq kIqw jwvy Aqy ivvsiQq bxn bwry isKwvygw[
79

Soft Skills
Time Management
smW pRbµDn
It is easy to manage our time effectively, especially if we follow a few simple steps.
jykr AsIN hyT ilKy sDwrn kdmW dI pwlnw krIey, qW Awpxy smyN ƒ Asrdwr Fµg nwl pRbµDq krnw bhuq
Awswn hY[
Prioritize
qrjIh idE
Track Progress
Time Management Schedule
pRgqI qy
smW pRbµDn smW qih kro
ingrwnI r~Ko
Multitask
ie~k smyN qy keI
kµm krnw
Prioritize
qrjIh idE
Prioritizing involves arranging your daily tasks by order of importance or urgency. To do this, it’s
important to first have a To-Do list ready for each day. This list should contain all your daily tasks, plus
any day-specific tasks.
qrjIh dyx iv~c Awpxy rozwnw dIAW kµmW ƒ mh~qqw jW jr¨rI dy ihswb nwl ivvsiQq krnw Swml huµdw
hY[ Aijhw krn leI, hr idn leI kI kIqw jwxw hY s¨cI pihlW qoN iqAwr krnw mh~qvp¨rn huµdw hY[ ies
iv~c quhwfy rozwnw dy kµm, ies qoN ielwvw iksy Kws idn nwl sbµDq kµm Swml hoxgy[
Sample To-Do List:
nm¨nw kI kIqw jwxw hY sUcI:
TT Iron clothes for college
TT kwlj leI k~pVy pRYs krnw
TT Pack bag with correct books
TT bYg iv~c shI ikqwbW pYk krnw
TT Pack lunch or snack
TT dupihr dw Kwxw jW snYk pYk krnw
TT Pay class fees for tuition
TT itaUSn leI klws PIs Brnw
TT Buy groceries for mom
80
TT mW leI dukwn qoN Gr dw smwn ilAwauxw

TT Pay phone bill
TT Pon ib~l dw Bugqwn krnw
Prioritizing helps in increasing your efficiency, decreasing your stress and organizing the whole day
better.
qrjIh dyx nwl AwpxI kwrjkuSlqw vDwaux iv~c mdd imldI hY, quhwfw qxwA G~tdw hY Aqy swry dIµ ƒ
ibhqr Fµg nwl ivvsiQq krn iv~c mdd imldI hY[
Schedule
smW qih kro
Scheduling is yet another basic activity, which will help you to increase your efficiency. You should
assign yourself deadlines to complete each task in your To-Do List.
smW qih krnw ie~k hor buinAwdI gwqIivDI hY, ijs nwl quhwƒ AwpxI kwrjkuSlqw vDwaux iv~c mdd
imlygI[ quhwƒ AwpxI kI kIqw jwxw hY s¨cI dy hr kµm ƒ p¨rw krn leI Awpxy leI smW sImw qih krnI
cwhIdI hY[
Sample To-Do List:
nm¨nw kI kIqw jwxw hY sUcI:
TT Iron clothes for college (6.30 am)
TT kwlj leI k~pVy pRYs krnw (svyry 6:30)
TT Pack bag with correct books (6.45 am)
TT bYg iv~c shI ikqwbW pYk krnw (svyry 6:40)
TT Pack lunch or snack (7.30 am)
TT dupihr dw Kwxw jW snYk pYk krnw (svyry 7:30)
TT Pay class fees for tuition (11.30 am)
TT itaUSn leI klws PIs Brnw (svyry 11:30)
TT Buy groceries for mom (2 pm)
TT mW leI dukwn qoN Gr dw smwn ilAwauxw (dupihry 2:00)
TT Pay phone bill (2 pm)
TT Pon ib~l dw Bugqwn krnw (dupihry 2:00)
While scheduling you must remember to:
iksy vI kµm leI leI smW qih krdy smyN quhwƒ iehnW g~lW ƒ iDAwn iv~c r~Kxw cwhIdw hY:
TT Analyze how much time each task will take and schedule the task accordingly.
TT pihlW soco ik ikhVw kµm iknHW smW lvygw Aqy ausy muqwbk hI aus leI kµm leI smW qih kro[
TT lan in such a way that you don’t assign multiple jobs to the same time period unless you are
P
planning to multitask.
TT Xojnw ies qrHW bxwE ik qusIN ie~ko smW imAwd iv~c keI swry kµmW leI smW nw qih kro, bSrqy
quhwfI ie~k smyN qy keI krn dI Xojnw nw hovy[
81

Soft Skills
TT Always keep your schedule a little flexible.

TT hmySw qih smyN ƒ QoVHw ijhw bdlx Xog r~Ko[
Multitask
ie~k smyN qy keI kµm krnw
Prioritizing and scheduling helps you to organize all your tasks in an effective order, but sometimes the
list of tasks can get extremely lengthy. Multitasking is the art of doing multiple tasks at the same time
qrjIh dyxw Aqy smW qih krnw quhwƒ Awp,xy swry kµmW ƒ pRBwvSwlI kRm iv~c ivvsiQq krn iv~c mdd
krdy hn, pr kdy kdy kµmW dI s¨cI bhuq ijAwdw lµbI ho jWdI hY[ mltItwsikµg ie~k AijhI klw hY ijs
iv~c keI swry kµm ie~ko smyN qy kIqy jWdy hn[
To multitask efficiently, keep the following things in mind:
Asrdwr Fµg nwl keI swry kµm ie~k smyN qy krn leI, hyT ilKIAW g~lW ƒ Awpxy iDAwn iv~c r~Ko:
TT Allot time to your daily duties before juggling with two or three jobs.
TT ies qoN pihlW ik qusIN do jW iqµn kµmW ivckwr aulJ jwE AwpxIAW roz dI ifaUtIAW leI pihlW
hI smW qih krd idE[
TT Combine the correct jobs to multitask efficiently.
TT pRBwvSwlI Fµg nwl ie~k smyN qy keI kµm krn leI shI kµmW dw sumyl bxwE[
TT Review how your multitasking affects the work performance.
TT Awpxy ie~k smyN qy kI kµm krn dw quhwfy kµm qy pr pRBwv dI smIiKAw kro[
TT Develop an understanding of how NOT to multitask.
TT ie~k smyN qy leI kµm ikvyN nw kIqy jwx, ies sbµDI smJ ivksq krnw[
Track the Progress

pRgqI dI ingrwnI r~Kxw
To track the progress of how well you have used the time management techniques, this technique
involves keeping track of the effectiveness of your own time management system by reviewing it at
regular intervals.
smW pRbµDn qknIkW ƒ qusIN ikµnHy pRBwvSwlI Fµg nwl vriqAw hY iesdI ingrwnI r~Kx leI, ies qknIk
iv~c inXmq Aµqrwl qy quhwfy Awpxy smW pRbµDn isstm dI smIiKAw rwhIN pRBwvSIlqw dI ingrwnI r~Kxw
Swml huµdw hY[
For tracking your progress:
AwpxI pRgqI dI ingrwnI r~Kx leI:
TT Review the results of your time management techniques at regular intervals.
TT inXmq Aµqrwl qy AwpxIAW smW pRbµDn qknIkW dy nqIijAW dI smIiKAw kro[
TT nalyze your performance and make amendments to the scheduling of tasks so as to streamline
A
the plan.
TT Awpxy pRdrSn dw ivSlySx kro Aqy qih kµmW ƒ p¨rw krn leI aunHW iv~c soD kro qW jo Xojnw
muqwbk kµm p¨ry ho jwx[
82
TT Pin down reasons for deviation from the schedule.

TT qih smyN qy kµm p¨rw nw hox dy kwrn ilK lvo[
TT Keep shuffling the order of tasks to avoid boredom.
TT bor hox qoN bcx leI kµmW dy kRm ƒ bdldy rho[
Important Tips
mh~qvp¨rn suJwA
Some important things you should remember are as follows:
ku~J mh~qvp¨rn g~lW jo quhwƒ Xwd r~KxIAW cwhIdIAW hn auh ies hyT ilKIAW hn:
TT Analyze how much time each task will take and schedule the task accordingly.
TT pihlW soco ik ikhVw kµm iknHW smW lvygw Aqy ausy muqwbk hI aus leI kµm leI smW qih
kro[
TT Always keep your schedule a little flexible.
TT hmySw qih smyN ƒ QoVHw ijhw bdlx Xog r~Ko[
TT Develop an understanding of how not to multitask.
TT ie~k smyN qy leI kµm ikvyN nw kIqy jwx, ies sbµDI smJ ivksq krnw[
TT nalyze your performance and make amendments to the scheduling of tasks so as to streamline
A
the plan.
TT Awpxy pRdrSn dw ivSlySx kro Aqy qih kµmW ƒ p¨rw krn leI aunHW iv~c soD kro qW jo Xojnw
muqwbk kµm p¨ry ho jwx[
Key Learnings
mu`K is~iKAw
qusIN jo is~iKAw hY aus ƒ sµKyp iv~c ilKo[ id~qI geI KwlHI QW iv~c Awpxy jvwb ilKo[
1. L ist the techniques which will help you manage your work hours in the most effective
manner.
1. AijhIAW qknIkW dI s¨cI bxwE jo quhwƒ Awpxy kµm dy smyN ƒ sB qoN Asrdwr Fµg nwl
pRbµDn krn iv~c mdd krngIAW[
83

Soft Skills
2. How would you track your own progress?

2. qusIN AwpxI pRgqI qy ikvyN ingrwnI r~Kogy?
Worksheet
vrkSIt
1. State whether the following statements are true or false.

1. d~so ik hyT ilKy kQn shI hn jW glq hn.
a. Making a To-Do list will help you to keep track of the tasks.
a. a. kIqy jwx vwly kµmW dI s¨cI bnwaux nwl quhwƒ AwpxI pRgqI qy ingrwnI r~Kx iv~c mdd
imlygI[
b. Scheduling tasks together is a bad way to manage time.
b. ie~ko smyN qy kµm qih krnw smW pRbµDn dw bhuq glq qrIkw hY[
c. Identifying the priority of tasks should happen only after scheduling.
c. kµmW dI qrjIh inrDwrq kro jo isrP smW qih hox q¨µ bwAd hI hoxy cwhIdy hn[
84
2. Tick the correct answer.

2. shI jvwb qy inSwn lgwE[
Madhav’s mother has been shouting at him every day because he always forgets to do something
that he was asked to. Even his teachers at school have complained that he forgets to bring to the
correct books to school sometimes. What should Madhav do to solve the problem ?
mwDv dI mW aus qy hr roz ic~lwauNdI hY ikauNik auh roz ausƒ ikhw igAw kµm krnw hmySw Bu~l jWdw
hY[ ie~QoN q~k ik ausdy AiDAwpkW ny vI iSkwieq kIqI hY ik auh kdy kdy sk¨l iv~c shI ikqwbW
ilAwauxw Bu~l jWdw hY[ mwDv ƒ ies sm~isAw dw h~l krn leI kI krnw cwhIdw hY?
a. Create a to-do list.

a. kIqy jwx vwly kµmW dI s¨cI bxwE[
b. Schedule his tasks
b. Awpxy kµmW leI smW qih kro
c. Analyze his priorities.
c. kµm dI qrjIhw dw ivSlySx kro
d. Track his tasks.
d. ausdy kµmW dI ingrwnI r~Ko[
Notes
nots
85

Soft Skills
86
Participant Handbook Resume Preparation
Resume Preparation
rIizaUmy iqAwr krnw
ies sYSn dy AMq qy qusIN iehnW iv~c smr~Q ho jwvogy:
TT know the importance of writing a good resume and identify different types
of resumes.
TT ie~k cMgw rIizaUmy bnwaux dI mh~qqw Aqy v~K-v~K iksm dy rIizaUmy dI pCwx
krnw[
TT write a resume that does justice to your knowledge and skills and edit your
current resume to make it more appealing to potential future employers.
TT Aijhw rIizaUmy bnwauxw jo quhwfy igAwn Aqy hunrW nwl pUrw inAW krdw hovy
Aqy Apxy mOjUdw rIizaUmy Biv~K dy sMBwvI ruzgwrdwqwvW nUM AwkrSq krn vwlw
bnwaux leI soDo[
Session Plan
sYSn dI Xojnw
Session Overview
1
sYSn dw sMKyp
Different Resume Formats
2
rIizaUmy dy v~K-v~K PwrmYt
How to Write a Resume
3
rIizaUm ikvyN bxwieAw jwvy
Key Learnings
4
kI is~iKAw
Worksheet
5
vrkSIt
Session Overview
sYsæn dw sµKyp
Resume is brief about an individual – it explains their skills, qualifications, experience and interests. A
resume can be seen as a tool to promote oneself attractively for a prospective job.
rIijæaUmy ie~k ivAkqI bwry sµKyp jwxkwrI huµdI hY - ieh aunHW dy hunr, Xogqw, qjrby Aqy idlcspIAW
bwry d~sdw hY[ rIijæaUmy ƒ Awpxy Awp ƒ ie~k sµBwvI nOkrI leI AwkrSk r¨p iv~c pRsquq krn leI ie~k
swDn mµinAw jw skdw hY[
TT A resume is a document that you need to convince a potential employer about your suitability
for a particular job.
87

Soft Skills
TT rIijæaUmy ie~k dsqwvyjæ hY, jo quhwƒ iksy Kws kµm leI AwpxI Xogqw bwry sµBwvI rujægwrdwqw ƒ XkIn
dvwaux leI loVINdw huµdw hY[
TT Resumes can also help you get a much desired promotion, transfer or a raise in salary.
TT rIijæaUmy quhwƒ bhuq hI loVIdI qr~kI, qbwdlw jW qnKwh iv~c vwDw pRwpq krn iv~c vI mdd kr
skdw hY[
TT Resumes can be written in different styles depending upon your level of educational qualification,
expertise, and work experience.
TT ividAk Xogqw, mhwrq, Aqy kµm dy qjrby dy p~Dr dy ADwr qy v~K-v~K SYlIAW nwl bnwieAw jw
skdw hY[
TT Resumes that are tailored to suit the job / work much better than a regular, standard resume.
TT ijhVy rIijæaUmy iksy nOkrI/kµm dy muqwbk iqAwr kIqy jWdy hn auh inXmq mwxk rIijæaUmy nwloN ibhqr
kµm krdy hn[
Different Resume Formats

rIizaUmy dy v~K-v~K PwrmYt
A resume can be seen as a marketing tool to promote oneself positively for a job that one aspires to
get. It should be tailored to suit the requirement of the job that one desires. There are several resume
formats.
rIijæaUmy ƒ nOkrI pRwpq krn leI Awpxy Awp ƒ skwrwqmk r¨p iv~c pRsquq krn leI ie~k mwrkIitµg
swDn dy qOr qy dyiKAw jw skdw hY[ ijho ijhI nOkrI dI ivAkqI ie~Cw r~Kdw hY ieh ausy nOkrI dIAW loVW
muqwbk iqAwr kIqw jwxw cwhIdw hY[ rIizaUmy dy keI PwrmYt hn[
1. Chronological resume format – This is suitable for those who have been in the same field of
expertise and moved up the career ladder.
1. kwlkRm muqwbk rIijæaUmy dw PwrmYt - ieh auhnW leI TIk hY jo ausy muhwrq Kyqr iv~c hI hn Aqy
kYrIAr dI AglI pOVI qy phuµc gey hn[
2. Functional resume format – This is written in a more general manner and may not include
previous job titles and tenure.
2. kwrjwqmk rIijæaUmy PwrmYt - ieh ijAwdw Awm Fµg nwl bxwieAw jWdw hY Aqy ies iv~c Swied
ipClI nOkrI, Ahudy Aqy kwrjkwl Swml nw hox[
3. Hybrid or combination resume format – This begins with a concise description of skills or
expertise and then lists the applicant’s work history chronologically.
3. hweIbRwief jW sumyl vwlw rIijæaUmy PwrmYt - ieh hunr jW muhwrq dy sµKypq vyrvy nwl sæur¨ huµdw hY
Aqy iPr ibnYkwr dy kµm dy ieiqhws ƒ kwlkRm muqwbk idKwaudw hY[
4. Targeted resume format – This may be any one of the above i.e. chronological, functional,
or hybrid but, as the name suggests, it is targeted or tailored to meet the requirements of a
particular job. It involves highlighting the skills and experience that are a necessity for the job
being targeted.
4. inXq rIijæaUmy PwrmYt - ieh auprokq kwlkRm, kwrjwqmk, jW hweIibRf iv~coN koeI vI ho skdw
hY, pr ijvyN ik nwm qoN pqw l~gdw hY, ies ƒ iksy Kws kµm dI loVW ƒ iDAwn ivc r~K ky inXq jW
iqAwr kIqw igAw hY[ ies iv~c hunr Aqy qjrby ƒ aujwgr kIqw jWdw hY, jo nOkrI leI ie~k nOkrI
pRwpq krn leI loVINdy huµdy hn[
88
How to Write a Resume

rIizaUmy ikvyN bxwieAw jwvy
A good resume will have the following elements.

ie~k cMgy rIizaUm iv~c hyT ilKy q~q hoxgy[
TT Personal details - Your name must appear at the top of the resume. You can mention your address
along with your contact number and an email address under your name.
TT in~jI vyrvw - quhwfw nwm rIizaUmy dy isKr qy iliKAw jwxw cwhIdw hY[ qusIN Awpny sµprk nµbr
Aqy eImyl pqy dy nwl nwl Awpxw pqw nwm hyTW ilK skdy ho[
TT Objective - You need to mention what you are looking for and how you are worthy of it. This
needs to be a concise, pointed statement that will propel the recruiter to read further and learn
more about you.
TT audysæ - quhwƒ AwpxI qlwS bwry ilKxw cwhIdw hY Aqy qusIN aus dy lwiek ikvyN ho ies sbµDI vI
ilKxw cwhIdw hY[ ieh sµKyp,ivc hoxw cwhIdw hY, Kws vyrvy ijhVy BrqI krn vwly ƒ quhwfy bwry hox
jwxn Aqy pVHn leI pRyrnw dyvygw[
TT Educational qualifications- Here you may want to include your educational qualification in a
reverse chronological order putting the most recent one first followed by the one prior to it and
so on. You must include the dates, name of degree, name of institution, and the grade that you
earned. It also helps to highlight any part of your education that is relevant to the job you are
applying for.
TT ividAk Xogqw - ies iv~c qusIN AwpxI ividAk Xogqw aulty kRm iv~c sB qoN bwAd iv~c p¨rI
kIqI Xogqw pihlW qy Pyr aus qoN bwAd vwlI Aqy Pyr aus qoN bwAd vwlI Aqy iesy qrHW sæwml kr
skdy ho[ quhwƒ AwpxI ifgrI dw nwm, sµsQw dw nwm, Aqy pRwpq gRyf Aqy imqIAW vI sæwml krnIAW
cwhIdIAW hn[ ies nwl ijs nOkrI leI qusIN ArjI dy rhy ho aus nwl sbµDq quhwfI is~iKAw dy
Bwg ƒ hweIlweIt krn iv~c vI mdd imldI hY[
TT Work experience - There is no teacher like experience. Most recruiters will agree to this. The work
experience section needs to be in reverse chronological order like the education qualifications
section and must present a thorough, accurate, and relevant picture of your role in your previous
and/or current job.
TT kµm dw qjrbw - qjrby vrgw koeI AiDAwpk nhIN huµdw hY[ ijAwdqr BrqI krn vwly ies nwl
sihmq hoxgy[ kµm dy qjrby vwlw Bwg is~iKAw Xogqw Bwg vWg ault kRm iv~c hoxw cwhIdw hY Aqy
AwpxI ipClI Aqy / jW mOj¨dw nOkrI dIAW AwpxIAW BïmkwvW dI p¨rI, shI, Aqy sbµDq qsvIr pysæ
krnI cwhIdI hY[
TT Other information (like activities, hobbies, and achievements) - Most employers are looking to
hire multi-dimensional individuals who not only have a competent educational background,
relevant and sufficient work experience but also healthy interests and hobbies that occupy their
leisure time. The kind of hobby you cultivate and the things you show interest in speak volumes
about your personality.
TT hor jwxkwrI (ijvyN kµm, sæOk, Aqy pRwpqIAW) - ijæAwdwqr ruzgwrdwqw bhu-AwXwmI ivAkqIAW ƒ
BrqI krdy hn jo nw isrP ie~k kwbl ividAk ipCokV r~Kdy hn, aunHW kol sbµDq Aqy loVINdw kµm
dw qjrbw vI huMdw hY, pr cµgIAW idlcspIAW Aqy sæOk vI huµdy hn, jo aunHW ƒ ivhly tweIm iv~c
ivAsq krdy hn[ qusIN ijs iksm dw SONk r~Kdy ho Aqy ijnHW cIzW iv~c AwpxI idlcspI drswauNdy
ho auh quhwfy SKsIAq bwry bhuq ku~J d~sdy hn[
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Soft Skills
TT References (if required) - References are basically names, job titles, and contact numbers of
colleagues or clients you have worked with in the past who can provide valuable inputs to the
recruiter about their experience of working with you. Referees need to be informed in advance
and they need to be those who you have worked closely with and who have been happy with
your performance.
TT hvwly (jy loV hovy) - hvwly Asl iv~c swQI jW gwhk dy nwm, nOkrI dw AOhdw, Aqy sµprk nµbr huµdy
hn ijnHW nwl qusIN pihlW kµm kIqw sI Aqy auh quhwfy ruzgwrdwqw ƒ BrqI krn leI quhwfy kµm dy
qjrby bwry kImqI jwxkwrI muh~eIAw krw skdy hn[ hvwlw ADIn ivAkqIAW ƒ pihlW qoN hI ies
bwry d~isAw jwxw cwhIdw hY Aqy ieh auh hoxy cwhIdy hn ijnHW ny quhwfy nwl bwrIkI iv~c kµm kIqw
hY Aqy quhwfy pRdrSn qoN KuS rihµdy hn[
Key Learnings
mu`K is~iKAw
qusIN jo is~iKAw hY auh ie~Qy sMKyp iv~c ilKo[ id~qI geI KwlHI QW iv~c Awpxy jvwb ilKo[
1. What are the different types of resumes?

1. rIizaUmy dIAW v~K-v~k iksmW ikhVIAW huMdIAW hn?
2. What type of resume must you have if you are re-entering the job market after a long
gap? Why?
2. jykr qusIN kwPI lMby smyN qoN nOkrI leI dubwrw ArjI dy rhy ho, qW quhwnUM iks qrHW dy
rIiaUm dI loV hovygI?
3. Under what circumstances is a chronological resume suitable?

3. ikhVIAW sQIqIAW iv~c kRm muqwbk rIizaUm shI rihMdw hY?
90
4. If you want to work in a particular company that has not advertised for any jobs that
are suited to your capabilities what would you do? Why?
4. jykr qusIN iksy Kws kµpnI iv~c kMm krnw cwhuµdy ho, ijs ny quhwfIAW smr~QqwvW muqwbk
iksy vI nOkrI dw ieSiqhwr nhIN id~qw hY, qW qusIN kI krogy? ikauN?
5. If you do not have any job experience what kind of resume would you write? Why?
5. jykr quhwfy kol iksy iksm dy kµm dw qjrbw nhIN hY, qW quhwƒ iks iksm dw rIizaUmy
bnwaux dI loV hovygI? ikauN?
Worksheet
vrkSIt
State whether the following sentences are right or wrong.

d~so ik hyT ilKy kQn shI hn jW glq[
1. You must avoid using phrases like ‘I am excellent in ….’ or ‘I was able to achieve more than
anyone else’ in your resume. Right/ Wrong
1. quhwƒ Awpxy rIizaUmy iv~c mYN ... iv~c sæwndwr hW’ jW ‘myry iv~c hor iksy nwloN vI v~D pRwpq krn
dI smr~Qw hY’ ijhy vwkW qoN bcxw cwhIdw hY[ shI / gælq
2. A good resume is a sure way of getting a job. Right/ Wrong
2. ie~k cµgw rIizaUmy nOkrI pRwpq krn dw ie~k ieh XkInI qrIkw hY[ shI / gælq
3. You should never write any references on your resume. Right/ Wrong
3. quhwƒ Awpxy rIizaUmy qy kdy vI koeI hvwlw nhIN ilKxw cwhIdw hY[ shI / gælq
4. Targeted resumes increase the likelihood of getting you a response. Right/ Wrong
4. nIXq rIizaUmy quhwƒ jvwb pRwpq hox dI sµBwvnw vDw idµdy hn[ shI / gælq
5. It’s alright to lie on your resume if you are confident the lies will get you a job. Right/ Wrong
5. jykr qusIN XkInI ho ik Awpxy rIijaUmy iv~c J¨T ilKx nwl quhwƒ nOkrI iml jwvygI qW J¨T ilKxw
shI hµdw hY[ shI / gælq
91

Soft Skills
Notes
nots
92
Participant Handbook Interview Preparation
Interview Preparation
ieMtrivaU dI iqAwrI
ies sYSn dy AMq qy qusIN iehnW iv~c smr~Q ho jwvogy:
TT explain what is an interview.
TT smJwaux iv~c ik, ieMtrivaU kI huMdw hY[
TT prepare for an interview.
TT ieMtrivaU dI iqAwrI krn[
TT face the interview effectively.
TT ieMtrivaU dw swhmxw pRBwvSwlI FMg nwl krnw[
Session Plan
sYSn dI Xojnw
Session Overview
1
sYSn dw sMKyp
Why to Prepare for an Interview
2
ieMtrivaU leI iqAwrI ikauN kIqI jwvy
How to Face the Interview
3
ieMtrivaU dw swhmxw ikvyN kIqw jwvy
Key Learnings
4
kI is~iKAw
Worksheet
5
vrkSIt
Session Overview
sYsæn dw sµKyp
This session will help you to get ready for an interview. It lists some points that you must remember
before and during an interview.
ieh sæYsæn quhwƒ ieµtrivaU leI iqAwr hox iv~c mdd krygw[ ieh ku~J ibµdÄW ƒ s¨cIb~D krdw hY jo quhwƒ
ieµtrivaU qoN pihlW Aqy ieµtrivaU dOrwn Xwd r~Kxy cwhIdy hn[
In an interview, there are two parties – you, the candidate, and the employers or future boss. Most
interviews are oral. Your employer will ask different questions to see if you suit the job they are
offering. The questions are used to test your knowledge, skills and attitude. Sometimes, there could
be a practical test too.
93

Soft Skills
ieµtrivaU iv~c, do iDr huµdy hn - qusIN, aumIdvwr, Aqy ruzgwrdwqw jW Biv~K dw bOs. jiæAwdwqr ieµtrivaU
jæubwnI huµdy hn[ quhwfw rujægwrdwqw pyS kIqI jw rhI nOkrI sbµDI quhwfI Xogqw dw inrDwrn krn leI
quhwƒ v~K-v~K svwl pu~Cygw[ svwl quhwfy igAwn, hunr Aqy rv~eIey ƒ tYst krn leI pu~Cy jWdy hn[
keI vwr, pRYktIkl tYst vI ilAw jw skdw hY[
The questions could broadly test your skill in the following topics:
svwl hyT ilKy iviSAW ivc quhwfy hunrW dI prK kr skdy hn:
TT Skills in both regional language and English
TT KyqrI Bwsæw Aqy AµgryjæI dohW iv~c hunr
TT Ability to type fast and correctly
TT qyzI nwl Aqy stIkqw nwl tweIp krn dI smr~Qw
TT Ability to work in difficult situations
TT musækl hwlwqW iv~c kµm krn dI smr~Qw
Why to Prepare for an Interview

ieMtrivaU leI iqAwrI ikauN kIqI jwvy
An interview is a two-way communication in which both the employer and you have some common
goals.
ieµtrivaU ie~k do qrPw sµcwr huµdw hY ijs iv~c ruzgwrdwqw Aqy quhwfy dohW dy ku~J tIcy sWJy huµdy hn[
The employer may want to know:
ruzgwrdwqw ieh pqw krnw cwhuµdy ho skdy hn:
TT Can you do the job offered?
TT kI qusIN pyS kIqI jw rhI nOkrI kr skdy ho?
TT Will you fit the position for which you have applied?
TT kI qusIN aus Ahudy leI Xog ho ijs leI qusIN ArzI id~qI hY?
TT Are you the best candidate or person for this position?
TT kI qusIN ies Ahudy leI sB qoN vDIAw aumIdvwr jW ivAkqI ho?
You as a candidate may want to know:
qusIN ie~k aumIdvwr dy qOr qy ieh pqw krnw cwhuµdy ho skdy ho:
TT Do I need this job?
TT kI mYƒ ies nOkrI dI loV hY?
TT Can I do this job well?
TT kI mYN ieh nOkrI shI Fµg nwl skdw hW?
TT Does this job offer me the chances that I want?
TT kI ieh nOkrI mYƒ auh mOky idµdI hY jo mYN cwhuµdw hW?
Let us now understand the importance of being prepared for an interview through an example.
AwE hux AsIN ie~k audwhrn rwhIN ieµtrivaU leI iqAwr rihx dy mh~qv ƒ smJdy hW[
94
Shashidharan had applied for a job. Here is what happened.

SSIDrwr ny ie~k nOkrI leI ArjæI id~qI sI[ jo hoieAw auh ies qrHW hY[
His interview was for 10.00 am. He reached the office at 10.15. am. He forgot to carry his CV or résumé.
He was wearing very colourful clothes. During the interview his mobile phone started ringing loudly
and he kept looking at the clock. He did not pay proper attention to what the interviewer asked or said.
His hands were shaking and he was tapping his feet. He didn’t thank the interviewer after the interview
was over and left in a hurry.
aus dI ieµtrivaU svyry 10.00 vjy sI[ auh dPqr svyry 10.15 qy phuµc igAw sI[ auh Awpxw sIvI jW
rIijæaUmy nwl ilAwauxw Bu~l igAw[ aus ny bhuq hI rµgIn k~pVy pwey hoey sI[ ieµtrivaU dOrwn aus dy
mobweIl Pon dI GµtI au~cI vjnI Sur¨ ho geI Aqy auh vwr vwr GVI vl dyKdw irhw[ aus ny ieµtrivaU lYx
vwly dI iksy g~l v~l iDAwn nhIN id~qw ik ausny kI pu~iCAw hY jW kI ikhw hY[ aus dy h~Q ih~l rhy sI
Aqy aus dy pYr vI Awvwz kr rhy sI[ aus ny ieµtrivaU qoN bwAd dw ieµtrivaU lYx vwly Dµnvwd vI nhIN
kIqw, Aqy kwhlI iv~c clw igAw[
On the same day, in the same office another interview was scheduled for Sharada. Here is what
happened.
ausy idn, ausy dPqr iv~c ie~k hor ieµtrivaU sæwrdw leI qih kIqw igAw sI[ jo hoieAw auh ies
qrHW hY[
Sharada reached the venue at 10.45. am, even though her interview was at 11.00. am. She was wearing
formal clothes and carrying her updated résumé. Before attending the interview she switched off her
mobile. She was relaxed and calm during the interview and had a smiling face. She answered all the
questions well as she paid attention to what the interviewer said. At the end of the interview, she shook
hands with the interviewer and thanked him.
sæwrdw ieµtrivaU dI QW qy svyry 10.45 qy phuµc geI sI, BwvyN ausdw ieµtrivaU svyry 11:00 vjy sI[ aus ny
rsmI k~pVy pwey hoey sI Aqy aus dw A~pfyt rIijæaUmy ausdy kol sI[ ieµtrivaU dyx jwx qoN pihlW aus ny
Awpxw mobweIl bµd kr id~qw[ auh ieµtrivaU dy dOrwn insicµq Aqy SWq sI Aqy ausdy ichry qy muskurwht
sI[ aus swry svwlW dy vDIAw jvwb id~qy ikauNik ausny ieµtrivaU lYx vwly dI hr g~l qy p¨rw iDAwn id~qw[
ieµtrivaU dy Aµq qy, aus ny ieµtrivaU lYx vwly nwl h~Q imlwieAw Aqy aus dw Dµnvwd kIqw[
It is very obvious then that Sharada got selected as she did everything right. Keep this example in mind
when you have to go for your interviews.
ieh bhuq hI sp~sæt hY ik sæwrdw cux leI geI sI ikauNik ausny sB ku~J shI kIqw sI[ jdoN vI qusIN Awpxy
ieµtrivaU leI jwvo, audoN ies audwhrn ƒ iDAwn iv~c r~Kxw[
How to Face an Interview

ieMtrivaU dw swhmxw ikvyN kIqw jwvy
There are a few things you should keep in mind when you are going for an interview.
iksy vI ieµtrivaU qy jwx qoN pihlW ie~Qy ku~J g~lW d~sIAW gweIAW hn ijnHW ƒ quhwƒ iDAwn iv~c r~Kxw
cwhIdw hY[
Before the Interview
ieµtrivaU qoN pihlW
TT Ensure that your résumé is updated and has no mistakes.
TT XkInI kro ik quhwfw rIijæaUmy A~pfyt hY Aqy ies iv~c koeI vI glqI nhIN hY[
95

Soft Skills
TT L earn more about the company that has called you for an interview. Information will be available
on the company’s website.
TT ijs kµpnI leI ieµtrivaU dyx jw rhy ho aus kµpnI bwry hor jwxkwrI pRwpq kro[ kµpnI bwry swrI
jwxkwrI kµpnI dI vY~bsweIt qy auplbD hovygI[
TT Practice what you want to say and how you want to say in front of a mirror.
TT jo qusIµ bolnw cwhuµdy ho Aqy ijs Aµdwz ivc bolnw cwhuµdy ho ausd AiBAws SISy dy swhmxy KVHy ho ky
kro[
TT Keep all your documents, including the résumé, neatly in a file.
TT Awpxy swry dsqwvyjæ smyq quhwfy rIizaUmy sPweI nwl iksy Pwiel iv~c r~Ko[
TT Always carry extra copies of your résumé.
TT hmysæw Awpxy rIijæaUmy dIAW vwD¨ kwpIAW nwl r~Ko[
TT Carry a pen and a writing pad.
TT ie~k pYn Aqy ilKx leI pYf nwl r~Ko[
TT Wear formal clothes and formal shoes.
TT rsmI k~pVy Aqy rsmI ju~qy pihno[
• oys could wear a formal shirt and trousers with formal shoes.
B
• muµfy rsmI jïqAW nwl rsmI kmIjæ Aqy pYNt pihn skdy hn[
• Girls could wear a saree or salwaar kurta or trousers and a shirt.
• kuVIAW swVI jW slvwr s¨t jW kmIjæ pYNt pihn skdIAW hn[
• Avoid loud colours and too much jewellery.
• bhuq BVkIly rµg vwly k~pVIAW Aqy gihixAW qoN bco[
• Style your hair neatly.
• krIny nwl Awpxy vwl bxwE[
TT Sleep well the night before the interview.
TT ieµtrivaU qoN iek~ rwq pihlW p¨rI cµgI qrHW nINd lvo[
During the interview:
ieµtrivaU dy dOrwn:
TT Stay focused and forget about your worries.
TT Poks rho Aqy AwpxIAW icµqwvW Bu~l jwE[
TT Switch off your mobile phone before the interview starts.
TT ieµtrivaU sæur¨ hox qoN pihlW Awpxy mobweIl Pon bµd kr idE[
TT Gently knock at the door before entering the interview room.
TT ieµtrivaU kmry iv~c dwKl hox qoN pihlW hOlI ijhy drvwzw qy dsqk idE[
TT reet the interviewer by saying Good Morning/Afternoon/Evening depending on the time of the
G
day.
TT idn dy smyN muqwbk ieµtrivaU lYx vwly ƒ Su~B svyr / dupihr / sæwm kih ky sæuBkwmnwvW idE[
TT Be comfortable. Take a seat facing the interviewer.
TT Awrwmdwiek rho[ ieµtrivaU lYx vwly dy swhmxy vwlI sIt lvo[
96
TT Introduce yourself clearly and audibly when asked.

TT jdoN pu~iCAw jwvy, Awpxy bwry swPæ-swPæ Aqy suxnXog Awvwz iv~c d~so[
TT Listen carefully before you respond.
TT jvwb dyx qoN pihlW iDAwn nwl suxo[
TT Frame your thoughts in correct grammatical sentences and in a friendly tone.
TT Awpxy ivcwrW ƒ shI ivAwkrx vwk iv~c Aqy ie~k dosqwnw Awvwjæ iv~c Fwlo[
TT Avoiding slang words and “yes” or “no” answers.
TT qkIAw klwm ijhy Sbd Aqy “hW” jW nhIN” ijhy jvwbW qoN bco[
TT Keep your answers to-the-point.
TT Awpxy jvwb svwl nwl sbµDq hI r~Ko[
TT Smile at appropriate times.
TT smyN smyN qy musk¨rwE[
TT Never lie about your qualifications or skills.
TT kdy vI AwpxI Xogqw jW hunr bwry J¨T nw bolo[
TT If you do not know an answer, be honest and admit it.
TT jykr quhwƒ iksy svwl dw jvwb nhIN AwauNdw hY, qW eImwndwr bxo Aqy ies ƒ svIkwr kro[
TT Sit straight and do not lean on the table.
TT is~Dw bYT Aqy myjæ v~l nw Juko[
TT Always speak politely.
TT hmysæw inmrqw nwl g~l kro[
After the Interview:
ieMtrivaU qoN bwAd:
TT Thank the interviewer by saying “Thank You”.
TT “DMnvwd” kih ky ieMtrivaU lYx vwly ivAkqI dw DMnvwd kro[
TT Shake hands before leaving.
TT jwx qoN pihlW h~Q imlwE[
Tips
sUJwA
• T ry to reach the venue at least 10-15 minutes before the interview.
• ieµtrivaU dI QW qy G~to G~t 10-15 imµt pihlW phuµcx dI kosiæsæ kro[
• Ask smart questions about your job. This shows your interest in the job.
• AwpxI nOkrI bwry smwrt svwl pu~Co[ ieh nOkrI iv~c quhwfI idlcspI drswauNdw hY[
• Be prepared for this question “Tell me something about yourself.”
• ies svwl leI iqAwr rho “mYƒ Awpxy Awp bwry ku~J d~so[”
97

Soft Skills
You may give:

qsIN d~s skdy hY:
• Your full name
• Awpxw p¨rw nwm
• Information about your family members
• Awpxy pirvwr dy jIAW dI jwxkwrI
• Information about your education and work experience
• AwpxI is~iKAw Aqy kµm dy qjrby sbµDI jwxkwrI
• Information about your career goals
• Awpxy kYrIAr dy tIcy sbµDI jwxkwrI
• Do not discuss personal issues.
• AwpxIAW in~jI sm~isAwvW qy crcw nw kro[
• If you are unable to answer a certain question, politely ask for the correct answer from the
interviewer. This shows your urge to learn.
• jykr qusIN iksy Kws svwl dw jvwb dyx iv~c Asmr~Q ho, qW inmrqw nwl ieµtrivaU lYx vwly shI jvwb
pu~Co[ ieh is~Kx dI quhwfI ie~Cw ƒ drswauNdw hY[
Key Learnings
mu`K is~iKAw
qusIN jo is~iKAw hY auh ie~Qy sMKyp iv~c ilKo[ id~qI geI KwlHI QW iv~c Awpxy jvwb ilKo[
1. List 5 things you must do before going for an interview.

1. AijhIAW 5 cIzW dI sUcI bxwE jo quhwnUM iksy vI ieMtrivaU qy jwx qoN pihlW krnIAW
cwhIdIAW hn[
98
2. During an interview, what are the things you must do and NOT do?
2. ieMtrivaU dOrwn, quhwnUM kI krnw cwhIdw hY Aqy kI nhIN krnw cwhiIdw hY?
You must You must NOT

quhwnUM krnw cwhIdw hY quhwnUM nhIN krnw cwhIdw hY
Worksheet
vrkSIt
1. A job interview involves two-way communication. List five questions that you might want to ask
the interviewer:
3. nOkrI dy ieMtrivaU iv~c do qrPw sMcwr Swml huMdw hY[ Aijhy pMj svwlW dI sUcI bxwE jo qusIN
ieMtrivaU lYx vwly nUM pu~Cxw cwhuMudy ho skdy ho[
a.
b.
c.
99

Soft Skills
d.
e.
f.
g.
Notes
nots
100
PARTICIPANT FEEDBACK FORM
BwgIdwr PIfbYk Pwrm
Name of the Course:

pwTkRm dw nwm:
Name of the Module:

mwfIaUl dw nwm:
Please rate your satisfaction with the program on a scale of 1 to 5 (5 being Highly Satisfied and 1 being
Highly Dissatisfied) for each parameter given below:
ikrpw krky 1 qoN 5 dy pYmwny qy (5 prI qrHW sMquSt Aqy 1 pUrI qrHW AsMquSt) hyTW id~qy gey hr mwndMf
leI pRogrwm sbMDI AwpxI sMquStI nUM drjw idE:
A) Trainer 5 4 3 2 1
A) is~iKAk
a. T he trainer was well organised and prepared
a. is~iKAk purI qrHW ivvsiQq Aqy iqAwr sI
b. He/she answered questions effectively
b. ausny svwlW dw jvwb bVy Asrdwr FMg nwl id~qw
c. Encouraged open communication
c. svwl pu~Cx leI auqswhq krdw sI
d. Demonstrated good knowledge of subject and how to apply it
d. ivSy dw cMgw igAwn hox dIAW Aqy ies dI vrqoN ikvyN kIqI jwvy sbMDI audwhrnW id~qIAW
e. Was effective overall
e. smu~cy qOr qy pRBwvSwlI sI
B) Program
B) pRogrwm
a. as well structured and organised
W
a. pRogrwm cMgI qrHW bixAw hoieAw sI Aqy cMgI qrHW sMgTq vI sI
b. Content was easy to understand
b. sm~grI smJx iv~c Awswn sI
c. Content was sufficiently supported with examples
c. sm~grI nUM audwhrnW rwhIN vDIAw FMg nwl smJweIAw igAw sI
d. Duration of the program was sufficient
d. pRogrwm dI imAwd loV muqwbk hI sI
e. Was useful and relevant to my requirements
e. myrI loV muqwbk aupXogI Aqy loV nwl sbMDq hI sI
f. Was effective overall
f. smu~cy qOr qy pRBwvSwlI sI

C) Facilities/ Infrastructure
C) shUlqW/buinAwdI FWcw
a. All training equipment required for the program was available
a. pRogrwm leI loVINdy swry isKlweI aupkrx auplbD sn
b. The environment was clean and comfortable
b. mwhOl swP Aqy suivDwjnk sI
Please tell us in your own words:
ikrpw krky swnUM Awpxy SbdW iv~c d~so:
a. hat you liked about the program?
W
a. quhwnUM pRogrwm iv~c kI cMgw l~igAw?
b. hat you feel could be improved upon?

W
b. quhwnU ikhVI cIz leI l~gdw hY ik ies iv~c suDwr kIqw jw skdw hY?
c. ould you recommend this program to a friend or anyone else who approached you?
W
c. kI qusIN Awpxy dosqW jW quhwnUM imlx vwly hr ivAkqI nUM ies pRogrwm dI isPwirS krogy?

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Participant Handbook

2011 © IL&FS Skills Development Corporation Limited

Symbols Used in This Manual

Introduction to Soft Skills

2011 © IL&FS Skills Development Corporation Limited

2. Always be punctual for every class.

2. hmysæw hr klws iv~c smyN qy phuMco[

5. Pay attention to what your instructor is saying or showing.

5. quhwfy is~iKAk ny jo vI ikhw jW idKwieAw hY aus v~l iDAwn dyvo[

2011 © IL&FS Skills Development Corporation Limited

2011 © IL&FS Skills Development Corporation Limited

Why Have a Positive Attitude

Developing a Positive Attitude

2011 © IL&FS Skills Development Corporation Limited

1. Why is it important for you to develop a positive attitude?

2. How can you go about developing a positive attitude?

1. Which of the following are benefits of having a positive attitude?

2011 © IL&FS Skills Development Corporation Limited

c. Reduced energy and enthusiasm

2011 © IL&FS Skills Development Corporation Limited

2011 © IL&FS Skills Development Corporation Limited

Communication with Peers

2011 © IL&FS Skills Development Corporation Limited

Samir: Hello everyone. Sure, tea sounds good. Bunty, relax.

Communication with Customers

2011 © IL&FS Skills Development Corporation Limited

2011 © IL&FS Skills Development Corporation Limited

1. What is the importance of effective communication?

2. You work in a telecom company. What would you do if

1. Read the question. Tick on the correct option.

2011 © IL&FS Skills Development Corporation Limited

Customer: “But I just…”

2011 © IL&FS Skills Development Corporation Limited

2011 © IL&FS Skills Development Corporation Limited

Difference Between Good Health and Poor Health

2011 © IL&FS Skills Development Corporation Limited

Ways to Maintain Good Health

TT Maintain personal hygiene at all times.

Tips to Maintain Good Habits

Here are few tips to develop good habits:

2011 © IL&FS Skills Development Corporation Limited

Grooming and You

TT auhnW ƒ l~gygw ik quhwƒ Kud au~pr ivSvws hY[

2011 © IL&FS Skills Development Corporation Limited

Suggested dressing tips for men and women at the workplace:

TT Take a bath daily

TT Brush your teeth daily

2011 © IL&FS Skills Development Corporation Limited

TT Wear clean and ironed clothes

TT Wear clean socks

TT Wear minimum accessories like watch and ring

1. List down the good habits you think you have.

2011 © IL&FS Skills Development Corporation Limited

2. List down the bad habits you think you have.

2011 © IL&FS Skills Development Corporation Limited

3. Read the following questions and tick on the correct answers.

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b. Classify the following options into good or bad habit.

Put a √ in the box for the most appropriate option:

Canvas Shoes Formal Shoes Sandals

2011 © IL&FS Skills Development Corporation Limited

Formal Trouser Bermudas Jeans

Jazzy T-shirt Simple T-Shirt Formal Shirt