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PERSONALITY
DEVELOPMENT
Presented by:
Ritesh Sharma
(SDI & PD Trainer)
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Contact us:
 Cell : +91-9919831565
 Cell : +91-9307095790
 Email: ritesh.hclcdc@yahoo.in
 Email: ritesh.hclcdc@gmail.com
 Website: www.hclcdc.in
 Website: www.sdi-europe.com

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Course Objective
1. INTRODUCTION.
2. BUSINESS OF CORPORATE ETIQUETTE /
MANNERS & GROOMING.
3. BODY LANGUAGE.
4. PHYSIOLOGICAL.
5. COMMON SENSE.
6. MOTIVATION.
7. LEADERSHIP.
8. SAFETY.

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Course Objective
9. COMMUNICATION.
10. WHY & HOW.
11. ORAL & WRITTEN COMMUNICATION.
12. TENSES.
13. VERBS.
14. ADJEVTIVES.
15. ARTICLES.
16. ADJECTIVES.

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Course Objective
17. ADVERBS.
18. PREPOSITION.
19. READING COMPREHENSION.
20. ONE WORD SUBSTITUTION.
21. VOCABULARY TEST.
22. SPELLING TEST.
23. BUSINESS LETTERS.
24. TIME MANAGEMENT.

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Course Objective
25. ASSESSING YOUR JOB.
26. CUSTOMER CARE.
27. COMMUNICATING WITH YOUR CUSTOMERS /
TELEPHONIC ETIQUETTES.
28. WHAT IS INTERVIEW?
29. PRINCIPLE OF INTERVIEW.
3O.ROLE OF INTERVIEW
30. MOCK INTERVIEW.
31. ….ONTO THE INTERVIEW TABLE.
32. LEARN TO SAY “NO”

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Course Objective
32. SAY “ THANKS & SORRY”
33. GROUP DISCUSSION.
34. HOW TO MANAGE DIFFICULTIES IN OFFICE.
35. BE INTELLEGENT WITH WISE SERMONS.
36. MEMORY EXERCISE.
37. MEMORY TEST.
38. IQ TEST – QUIZ.
39. IQ TEST – BUSINESS GAME.

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Course Objective
40. PRACTICAL.
41. FIND OUT THE PROBLEMS.
42. DEBATE & STAGE PRESENTATION.
43. SOLVING PROBLEMS.
44. OVERVIEW MOCK SESSION.
45.

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INTRODUCTION
Self- development process involves two stages:
developing awareness about self and
adopting methods of development in the light
of the self-awareness analysis. Both these
are important as the self-development in not
externally oriented. Improvement in
knowledge, attitudes and skills are
paramount.

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Developing Self-Awareness
 There must be complete introspection of one to
assess one‟s own strengths, weaknesses,
opportunities and threats (SWOT Analysis).
 There should be self-insight to identify patterns in
emotional life and reactions, recognizing similar
patterns in others.
 On identification of one‟s patterns, there must be
self-acceptance of the mistakes and weaknesses
which may be overcome through self-development
process.‟

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Developing Self-Awareness
There must be right attitudes to develop a positive
mindset or readiness to accept change. Resistance
to change blocks self-development. Our lives are not
determined by what happens to us, but how we
react to what happens: Not by what life brings to us,
but by the attitude we bring to life. A positive attitude
causes a chain reaction of positive thoughts, events
and outcomes. It is a catalyst….a spark that creates
extraordinary results.

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BUSINESS ETIQUETTE /
MANNERS & GROOMING
What is Etiquette?
Etiquette is defined as the usages and rules for
behaviour in polite society, official or
professional life. Certain basic rules are still
accepted as the norm and it is for us to know
both the old etiquette and the new etiquette.

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Remember following tips….
1. You should be prepared with:
- Attitude, Focus, Self-Introduction,
Conversation, Business Cards, Smile &
Handshake.
2. You should say something….Anything
- Don't wait; Initiate. Take the Risk; the
rewards are yours. Listen with interest to
the response. Smile and make eye contact.

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Remember following tips….
3. You should watch out for manners:
- Learn old and new etiquette and brush up on
your manners. Acknowledge others. Treat
everyone nicely.
4. You should avoid the common crutches:
- Do not arrive too late. Don't leave too early.
Don't drink too much. Don't gorge at the
buffet table.

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Remember following tips….
5. You should remember the three E‟s:
- Make an EFFORT
- Bring your ENERGY
- Exude ENTHUSIASM
6. You should remember the four C‟s:
- COURTESY
- CARING
- CHARM
- COURAGE

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BODY LANGUAGE
How to Read Person like a Book
 Facial Expressions
 Walking Gestures
 Shaking Hands
 Openness
 Defensiveness
 Evaluation
 Suspicion

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Body Language
 Reassurance
 Cooperation
 Frustration
 Confidence
 Nervousness
 Self-Control
 Boredom

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Body Language
 Acceptance
 Expectancy
Relations & Circumstances
 Parent and Child
 Lovers
 Strangers
 Superiors and Subordinates
 Buyer and Seller

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Physiological
The physiological needs are for food, drink and
sleep. If these needs are not satisfied, the
employee will not be motivated.

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Common Sense
Let‟s put what you do as a manager in terms of
the dictates of common sense.
Need: People want to know what is expected
of them.
Action: Tell them.
Need: People want to achieve.
Action: Give those goals and a chance.
Need: People want to be noticed.
Action: Pay attention to them.

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Common Sense
Need : People want to believe.
Action : Give them a mission.
Need : People want to be appreciated.
Action : Say thanks.
Need : People want to care.
Action : Care and they will.

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Common Sense
 There are a few additional points that can
help you create and maintain a high level of
motivation among your staff. They are basic
and can be applied naturally.
 A sincere “thanks” is worth a bunch of
motivational speeches.
 Don't over use it, but Don't be afraid to use it.
 A complement is a standard, as well as an
expression of appreciation. With most people,

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Common Sense
Saying “well done” will result in more opportunities to
say “well done”.
 A motivated employee is terrific. Build a team of
motivated employees.
 A winning team consists of individual winners.
 Winning companies are made up of motivated
people. They desire to do well, are rewarded for
doing well, and will continue to do well. After all, it‟s
fun to win.

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Motivation
The Hawthrone effect of motivation significantly
points those human beings. Your staff be it
two or two hundred, will react to you. The
interest you take in your staff and the
attention you pay to them will have more to
do with their level of motivation than anything
else. Understanding your staff what makes
them “turn on” or “turn off” to the work
process is key to your being able to get
things done through them.

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Motivation
Consider the hierarchy of needs in terms of the
work situation towards Motivation &
Personality.

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Leadership
A true leader has the confidence to stand
alone, the courage to make tough decisions
and the compassion to listen to the needs of
others. He does not set out to be a leader,
but becomes one by the quality of his actions
and the integrity of his intent. In the end,
leaders are much like eagles …they Don't
flock; you find them one at a time.

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Leadership
Finally remember Leadership Magic = C*2
(Charm * Courage)
Hence, to take charge and to take control
remembers to follow following principles:
 Don't surrender leadership to outside forces.
 Don't surrender leadership to faces.
 Don't surrender leadership to fences.
 Don't surrender leadership to frustrations.

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Leadership
 Don't surrender leadership to fears.
 Don't surrender leadership to fatigue.
 Don't surrender leadership to faults.
 Don't surrender leadership to facts.
 Don't surrender leadership to frenzies.
 Don't surrender leadership to forecasts.
 Don't surrender leadership to your foes.
 Don't surrender leadership to your friends.
 Don't surrender leadership to one thing – faith.

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Safety
Stability, freedom from fear, structure and order
are the “safety” needs. At this level, your
influence starts to be more noticeable. An
orderly work environment, an attitude of
purpose and commitment on your part, a
reasonable show of tolerance rather than
flashing the sword are the ways you influence
the level of motivation associated with the
safety needs.

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Communication
Communication is a way two-way flow of
information. The two-way characteristics calls
for both saying something and listening to
something. A good manager always
exchanges. Better management calls for
better communication, which is sought to be
participative.

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Communication (Why & How)
Why?
Communication takes place for one of three
purpose to inform, to direct, or to request.
Unclear communication will misinform and
misdirect. Everybody suffers. If the wrong
request is made, or the request is unclear,
the chances of getting the desired results are
weak at best. Clear communication precedes
obtaining the desired result.

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Communication (Why & How)
How?
The most common methods are, of course, oral and
written communication. But there are some
important complements to these two forms. Your
tone of voice carries a message equal to or greater
than, the words you speak. Your actions express the
values that truly govern your behaviour: one act (of
temper or patience, of panic or calm under pressure,
of defensiveness or self-confidence) is worth more
than thousand words .

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Communication (Why & How)
And it should not surprise you to know that
communication occurs without a single word: when
the boss closes the door, communication occurs.
These characteristics are straightforward. Understand
them is easy.
Here are the statements, which you need to follow
religiously.
 I recognize that effective communication is hard
work.

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Communication (Why & How)
 I know what needs to be said before I speak
or write.
 I think about my audience – who they are,
what their level of interest is likely to be, and
what their level of understanding is.
 I choose the right the words for the subject
and the audience.
 I try to be interesting.

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Communication (Why & How)
 I am aware of the environment (office or
social setting, open or closed door, morale,
boss etc.) when I communicate.
 I look for feedback.
 I listen with the same level of interest I want
given to me.
 I seek common understanding.

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Oral and Written
Communication
Just listen and spell the following:-
 BOSS
 SUPERVISOR
 IMMEDIATE
 EXPRESS
 EMPLOYMENT
 ASSIGNMENT
 DUPLICATE
 ENCLOSED
 OBLIGED

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Oral and Written
Communication
Just listen and spell the following:-
 VALUED
 FOCUS
 LAPSE
 EXPIRY
 VALIDITY
 ACKNOWLEDGE
 THANKFUL
 RECONCILIATION
 DEBTORS

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Oral and Written
Communication
Just listen and spell the following:-
 LIABILITY
 EXECUTIVE
 ORGANISATION
 MOTIVATION
 PERFORMANCE
 INTERVIEW
 COMMUNICATION
 SANCTION
 APPROVAL

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Oral and Written
Communication
Just listen and spell the following:-
 ALLOWANCE
 PERQUISITES
 CURRENCY
 SUGGESTION
 EXCLUSIVE
 LIASION
 REPRESENTATION
 CREDITORS
 SYSTEMATIC
 CONCLUSION
 PERMISSION
 GUARANTEE
 SIGNATORY

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Adjectives
 Rule 1
In comparing two things, the comparative degree
should be used: for more than two, superlative
degree should be used.
 For Example:
Incorrect: He is the best of the two brothers.
Correct: He is better of the two brothers.
Incorrect: Among the three friends, John is better.
Correct: Among the three friends, John is the best.

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Adjectives
 Rule 2
The use of double comparatives and
superlative should be avoided.
 For Example:
Incorrect: Tom is more smarter than Mike.
Correct: Tom is smarter than Mike.

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Adjectives
 Rule 3
When a comparative is followed by than, just any or
all should not be used; other should be added to
these.
 For Example:
Incorrect: He is cruder than any man living.
Correct: He is cruder than any other man living.
Incorrect: Birbal was wiser than any man living.
Correct: Birbal was wiser than any other man living.

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Adjectives
 Rule 4
When the superlative degree is used, then
other is avoided.
 For Example:
Incorrect: Birbal was the wisest of all other
courtiers.
Correct: Birbal was the wisest of all courtiers.

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Adjectives
 Rule 5
After the use of comparative like superior, inferior,
prefer, preferable, junior, senior, anterior, prior, to
should be used instead of than.
 For Example:
Incorrect: As a batsman, Jayasurya is superior than
Tendulkar.
Correct: As a batsman, Jayasurya is superior to
Tendulkar.

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Adjective
 Note: Greater than or smaller than are often used
incorrectly. Study the following examples carefully:
 For Example:
Incorrect: The area of U.P. is greater than Bihar.
Correct: The area of U.P. is greater than that of Bihar.
Incorrect: The population of India is smaller than
China.
Correct: The population of India is smaller than that of
China.

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Adjectives
 Rule 6
Some adjectives like perfect, universal, unique,
chief, complete entire, full etc. are considered to be
superlative, so they do not take any comparatives.
 For Example:
Incorrect: This is the most unique feature of the car.
Correct: This is the unique feature of the car.
Incorrect: This belief is most universally accepted.
Correct: This belief is universally accepted.

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Adjectives
 Rule 7
Few and a Few, Little and a little have different meanings.
Few and Little are negative, meaning: not many or hardly any.
A few and A little are positive, meaning: some (though not much).
 For Example:
I have lost little money in the stock exchange. (Hardly any).
I have lost a little money in the stock exchange (some).

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Adjectives
Both the sentences have different meanings.
 Similarly:
Few people believed what you said
A few people believed what you said
Have different meanings.
But “Little knowledge is a dangerous thing” is
incorrect. It should be “A little knowledge is a
dangerous thing”.

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Adjectives
 Rule 8
Less is used for quantity, and fewer in case of number.
 For Example:
Incorrect: No less than twenty politicians have corruption
cases registered against them.
Correct: No fewer than twenty politicians have corruption
cases registered against them.
Incorrect: We buy no fewer than three crates of cold
drinks.
Correct: We buy no less than three crates of cold drinks.

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Adjectives
 Rule 9
Older and oldest may be used for persons and
things, but elder and eldest are used only for
persons, and that too usually of the same family.
 For Example:
Incorrect: My oldest sister is still unmarried.
Correct: My eldest sister is still unmarried.
Incorrect: Ron is elder than Bill.
Correct: Ron is older than Bill.

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Adjectives
 Rule 10
Any is used in negative sentences and some is used
in affirmative sentences; both any and some can be
used in interrogative sentences.
 For Example:
Incorrect: He did not give me something on my
birthday.
Correct: He did not give me anything on my birthday.
Incorrect: I told him to give any money to the beggar.
Correct: I told him to give some money to the beggar.

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Adjectives
 Rule 11
Latest and last are often incorrectly used.
Latest is the superlative form of late meaning most
recent.
Last means final or contrasted with first.
 For Example:
Incorrect: Do you know the last score?
Correct: Do you know the latest score?
Incorrect: He missed the latest train.
Correct: He missed the last train.

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Articles
The indefinite articles A and An.
The use of articles A and an is determined based on
sound.
 Rule 1
The article A is used before words beginning with a
consonant sound.
 For Example: A man, A Tree, A House.
Note: (a) worlds like European, University, useful,
union, take the article a, as they begin with a
consonant sound „you‟.

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Articles
 For Example:
 A European, A useful thing
(b) One begins with the consonant sound w, so
it takes the article a.
 For Example:
A one man enquiry commission
Don't be misguided by the vowel or
consonant letters.
Be guided by the sound of the letter.

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Article
 Rule 2
An is used before words beginning with a vowel
sound.
 For Example:
An apple, an idiot, an imported article.
Note: (a) In words like hour, honest, heir, the h is
silent and they begin with a vowel sound, so they
take the article an before them.
 For Example:
An honest officer, An hour ago, An heir to the
throne.

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Article
 (b) The words hotel and historical beginning
with a unaccented h also take an as the
article.
 For Example:
 A hotel, An historical novel.
(c) We say an M.A. and not a M.A. because
the letter M begins with a vowel sound.

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Article
 Rule 3
The indefinite article is also used:
(a) In the sense of one.
 For Example:
Not a sound was heard.
Three feet make a yard.
(b) In the sense of any, as against specific.
 For Example:
A dog is a faithful animal.
A son should be obedient.

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Article
(c) To convert a proper noun into a common
noun.
 For Example:
A Solomon comes to judgment.
A Ravenna in the making.

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Article
The Definite Article THE
 Rule 4
The definite article the is used in the
following manner.
(a) When we refer to a specific person or thing
 For Example:
The student who misbehaved has been
expelled.
The film is full of suspense.

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Article
(b) When we speak of somebody or something already
referred to:
 For Example:
I met the man who hit you yesterday.
In this the book you want?
(c) With the names of oceans, rivers, hills, forests,
mountain ranges etc.
 For Example:
The Himalayas guard India‟s northern border.
The Ganga has become highly polluted.

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Article
( d) Before common nouns which name unique things:
 For Example:
The earth is round.
The sky is blue.
The moon. The sun.
(e) When a singular noun is used to represent a whole
class:
 For Example:
The peacock is the most magnificent bird.
The mango is the king of fruits.

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Article
(f) The is used with superlatives:
 For Example:
The best boy.
The most difficult task.
(g) The is used before nouns which refer to the
people of a country.
 For Example:
 The Indians are a religious people.

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Article
(h) The is used before a proper noun if it is
qualified by an adjective.
 For Example:
The immortal Gandhiji.
(i) The is used before an adjective when the
noun is understood:
 For Example:
The rich are arrogant.

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Article
 Rule 5
The article is omitted in the following cases:
(a) Before names of materials:
 For Example:
Gold is the weakness of all women.
(b) Before proper nouns:
 For Example:
New York is an attractive city.

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Article
(c) Before a common noun used in the widest sense:
 For Example:
What kind of man is he? (Not a man).
(d) Before names of meals in the general sense:
 For Example:
We missed breakfast today. (Not the breakfast).
Note: An article can be used to specify a particular
meal:
 For Example:
The breakfast you prepared yesterday.

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Article
(e) Before abstract nouns used in the general sense:
 For Example:
Honesty, now days, is a difficult policy. (Not the
honesty).
(f) Before the names of languages.
 For Example:
English has become a universal language. (Not the
English).
(g) Before titles, if followed by the name.
 For Example:
King Henry the eighth. (not the king).

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Preposition
Correctly used of certain commonly used
prepositions.
 Rule 1
At & In
At is used with small places and areas like
towns and villages. It is also used before
definite point of time.
In is used with countries and large places and
cities.

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Preposition
It is also used before a period.
 For Example:
I live at Lajpat Nagar in Delhi.
See me at seven O‟ clock in the evening.
My friend is in the U.S.A.
The final battle was fought at Panipat.

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Preposition
 Rule 2
By & With
By is used to express the agent or doer of an action.
With refers to the instrument with which action is
done.
 For Example:
A terrorist with a gun killed him.
The politician was attacked by the mob with stones.

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Preposition
 Rule 3
Between & Among
Between is used with reference to two persons.
Among is used for more than two.
 For Example:
The father divided his time between his two sons.
The father divided his time among his four children.

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Preposition
 Rule 4
In & Into
In is used in speaking of things at rest.
Into is used in speaking of things in motion.
 For Example:
Julie is in her room.
Julie just walked into her room.

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Prepositions
 Rule 5
On & Upon
On is used in speaking of things at rest.
onto is used in speaking of things in motion.
 For Example:
The husband was sitting calmly on the sofa.
His angry wife pounced upon him.
Note: On and upon are usually idiomatically
interchangeable.

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Preposition
 Rule 6
In & Within
In denotes at the end of a future period.
Within denotes before the end of a future
period.
 For Example:
My father promised he will come back in two
days.
He returned within two days.

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Preposition
 Rule 7
After & In
After generally refers to a period of time in the past.
In generally refers to a period of time in the future.
 For Example:
My father returned home after a month. (Has
returned)
My father will return home in a month. (Still to return)

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Preposition
 Rule 8
Beside & Besides
Beside means by the side of or outside of.
Besides means in addition to.
 For Example:
The couple sat beside each other. (Sat
alongside)
There were three of us besides Ravi. (In
addition to)

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Preposition
 Rule 9
Since & For
Since denotes a point of time.
For denotes a period of time.
 For Example:
I have lived in this house since 1970.
I have lived in this house for twenty-seven
years.

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Verbs
 Rule 1
 In a compound sentence, a single verb can fit in with
which two subjects, provided the form of the verb
agrees with the subjects.
 For Example:
 His mouth was open, his nose twitching.
 But the following sentence is incorrect.
 His mouth was open, his eyes staring.
 It should be written as:
 His mouth was open, his eyes were staring.
 Note the difference in the verb form.

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Verb
 Rule 2
 Two auxiliary verbs can be used with one principal
verb, provided the form of the principal verb suits
both the auxiliaries.
 For Example:
 I never can or will hurt a fly.
 But the following sense is incorrect.
 He never has and never will refuse a bribe.
 It should be written as:
 He never has refused and never will refuse a bribe.
 Note the difference in the verb form.

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Verb
 Rule 3
 One auxiliary verb can be used with two principal
verbs, provided its form suits both principal verbs.
 For Example:
 Several victims have been killed and several buried.
But the following sentence is incorrect.
 A new secretary has been elected and the old
resigned.
 Again note the difference in the verb form.

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Verb
 Rule 4
 The verb lay and lie are often incorrectly
used. The verb lay always takes an object
and the three forms of the verb are: lay, laid,
laid.
 The verb lie (recline) does not take an object
and the three forms of the verb are lie, lay
and lain.

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Verb
 For Example:
 Lay the table.
 The servant laid the table.
 Let the child lie.
 The child lay on the bed.
 The body has lain for two hours.
 Note: Another meaning of the verb lie is “to tell a falsehood”. The
three forms of this verb are lie, lied, lied. This should not be
confused with the lie mentioned above.
 For Example:
 She is fond of telling lies.
 Does she lie often?

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Verb
 Rule 5
 The verb rise and raise are also often
incorrectly used.
 The verb rise means „to ascend‟ , „to go up‟.
 The three forms of the verb are: rise, rose,
risen. It does not take an object.

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Verb
 For Example:
 The plane rose very quickly.
 The mountains rise above the land.
 My uncle has risen in life.
 The verb raise means „to lift up‟, „to increase‟
 The three forms of this verb are: raise, raised and
raised.
 For Example:
 She raised her leg.
 I requested the manager to give me a raise.
 Do not raise your voice.

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Verb
 Rule 6
 Note carefully the use of the following verbs:
 Ring, sing, sink, begin, flow, show, hang,
awake and fly.
 The past tense and the past participle of
these verbs are often mixed up.

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Verb
 The three forms of these verbs are:
 Ring, Rang, Rung
 Sink, Sank, Sunk
 Sing, Sang, Sung
 Begin, Began, Begun
 Show, Showed, Showed / Shown
 Flow, Flowed, Flowed
 Hang, Hung, Hung (a picture)
 Hang, Hanged, Hanged (criminal)
 Fly, Flew, Flown

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Verb
 For Example:
 The visitors rang (not rung) bell.
 The ship sank (not sunk) without a trace.
 The show has begun (not began)
 The river has overflowed (not over flown) its
banks.
 The criminal was hanged (not hung)
 The picture was hung (not hanged)

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Verb
 Rule 7
 The use of shall and will
 Many of the precise distinctions concerning the use
of shall and will have passed out of informal
speaking and writing. But formal writing still prohibits
the arbitrary use of these two forms of the verb.
 Shall is used in the first person and will in the
second and third person to express simple futurity.

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Verb
 For Example:
 I shall, we shall, you will, they will
 However, in order to express determination,
compulsion, threat, willingness, command or
promise, reverse the order of shall and will.
Use will in the first person and shall in the
second and third person.

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Verb
 For Example:
 I will go tomorrow, come what may.
 You shall do this work.
 I will try and improve my performance.
 They shall go by this afternoon.
 Note: (a) Will or shall should not be used
twice in the same sentence if both actions
refer to the future.

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Verb
 For Example:
 Incorrect: I shall reach the office if the bus will come
in time.
 Correct: I shall reach the office if the bus comes in
time.
 (2) In asking questions, will is not used in the first
person.
 For Example:
 Shall I go?
 Shall we go?

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Verb
 Rule 8
 The use of should and would. Should is the
past tense of shall and generally follows the
same rules that apply to shall.
 Would is the past tense of will and generally
follows the same rules that apply to will.
 Both should and would have special too.
Should is used in all three persons to express
obligation. Both ought and should are used
interchangeable to express obligation.

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Verb
 For Example:
 We would go for a walk every evening.
 I would not run away from responsibility.
 He would try to do his best.

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Verb
 Rule 9 (use of ought)
 For Example:
 You ought to go home now.
 Ought is used to express:
 (a) Duty or moral obligation – The rich ought to help
the poor.
 (b) Probability – He ought to have come back home
by now.
 (c) Desirability – You ought to pray before every
meal.

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Verb
 Rule 10 (May and Might)
 As a principal verb, may express
possibility or permission.
 For Example:
 Let‟s go, he may be home now.
 May I leave now?

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Verb
 As an auxiliary verb, may express a wish or
purpose.
 For Example:
 May you succeed in life?
 We take medicine so that we may be cured.

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Verb
 Might is the past tense of May.
 For Example:
 He asked if he might leave.
 It is also used to express a weak possibility or
a polite suggestion.
 For Example:
 You might find the purse with the peon, but I
doubt it.
 You might make a suggestion if you want.

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Verb
 Rule 11 (Can and Could)
 (a) Can express ability and capacity
 For Example:
 I can walk ten miles.
 Can you solve this problem?
 Can also express permission
 For Example:
 You can go
 In this sentence can have the same meaning as May? The
difference is that may is used to express possibility in affirmative
sentences. Can is used in Interrogative or negative sentences.

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Verb
 For Example:
 It may be true.
 Can this be true?
 It cannot be true.
 Could is the past tense of can. It also acts as a
principal verb when it expresses its own meaning.
 For Example:
 In spite of his illness, he could do well in the
examination.
 Could here, relates to ability.

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Adverbs
 As an adverb adjective modifies or qualifies a noun,
an adverb modifies or qualifies a verb. It also
qualifies adjectives and other adverbs.
 Rule 1
 As adverb should be placed, as far as possible, next
to the verb or words it modifies.
 For Example:
 We arrived early.
 He works hard.

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Adverbs
 Rule 2
 The adverb only is usually misplaced. Only
should be placed immediately before the
word it modifies. For
Example:
 Only I failed in the exam.
 Study the following sentences:
 I scold him only when he abuses.
 I only scold him when he abuses.

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Adverbs
  Change in the position of only changes the
meaning.
 The first sentence indicates the reason for
scolding.
 The second sentence suggests that nobody
else scolds him.
 So one should be careful in the placement of
the adverb.

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Adverbs
 Rule 3
 The adverb of time such as seldom, ever,
never, generally, scarcely, merely, often etc.
are placed before the verb.
 For Example:
 Incorrect: Speaking generally, the rule is
unfair.
 Correct: Generally speaking, the rule is
unfair.

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Adverbs
 Incorrect: She comes seldom on time.
 Correct: She seldom comes on time.
 Incorrect: I go often for a walk.
 Correct: I often go for a walk.
 Rule 4
 Else should be followed by but not by then.
 For Example:
 Who else but Chris would do this?

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Adverbs
 Rule 5
 Much is used in (a) the comparative degree and (b) with past
participle
 Very is used in (a) the positive degree and (b) with present
participle.
 For Example:
 I am feeling much better. (Not very better)
 She was much delighted. (Not very delighted)
 The news is very interesting. (Not much interesting)
 Note: Past participle like pleased and tired take very before them.
 For Example:
 My mother is very pleased.
 I am very tired.

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Adverbs
 Rule 6
 The adverb too should not be used as a
substitute of much and very. Further, it
should be followed by to.
 For Example:
 Her results is too good to be true.
 The burden was too much for one coolie to
bear.

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Adverbs
 Rule 7
 As… As is used in affirmative sentences.
 So... As is used in negative sentences.
 For Example:
 My mother is as good as gold.
 Neil is not so nice as his neighbor.

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One Word Substitution
 One who is unable to pay his debt: BANKRUPT.
 One who easily believes others: CREDULOUS.
 One who believes in god: THEIST.
 One who is recovering from illness:
CONVALESCENT.
 One who is all powerful: OMNIPOTENT.
 One who knows everything: OMNISCIENT.
 One who does not make mistakes: INFALLIBLE.
 One who can do anything for money: MERCENARY.
 One who works for free: VOLUNTEER.
 One who talks in sleep: SOMNILOQUIST.

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One Word Substitution
 On who eats human flesh: CANNIBAL.
 One who loves books: BIBLIOPHILE.
 One who can speak two languages: BILINGUAL.
 One who helps others: GOOD SAMARITAN.
 One who hates women: MISOGYNIST.
 One who knows many languages: POLYGLOT.
 One who thinks only of himself: EGOIST.
 One who has strange habits: ECCENTRIC.
 One who speaks less: RETICENT.

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One Word Substitution
 A sentence whose meaning is unclear:
AMBIGUOUS.
 That which cannot cannot be described:
INDESCRIBABLE.
 That which cannot cannot be avoided: INEVITABLE.
 A position for which no salary is paid: HONORARY.
 That which is not likely to happen: IMPROBABLE.
 A book published after the death of its author:
POSTHUMOUS.

110. 110
One Word Substitution
 A book written by an unknown author:
ANONYMOUS.
 A life history written by himself: AUTOBIOGRAPHY.
 A life history written by somebody else:
BIOGRAPHY.
 People who work together: COLLEAGUES.
 One who eats too much: GLUTTON.
 That which cannot be satisfied: INSATIABLE.
 One who questions everything: CYNIC.
 One who lives in a foreign country: IMMIGRANT.

111. 111
One Word Substitution
 To transfer one‟s authority to another: DELEGATE.
 One who is a newcomer: NEOPHYTE.
 That which is lawful: LEGAL.
 That which is against law: ILLEGAL.
 One who is unmarried: CELIBATE.
 A study of man: ANTHROPOLOGY.
 A study of the body: PHYSIOLOGY.
 A study of animals: ZOOLOGY.

112. 112
One Word Substitution
 A study of ancient things: ARCHAELOGY.
 Murder of human being: HOMICIDE.
 Murder of a Father: PATRICIDE.
 Murder of a Mother: MATRICIDE.
 Murder of Self: SUICIDE.
 To free somebody from all blame:
EXONERATE.
 A handwriting that cannot be read:
ILLEGIBLE.

113. 113
One Word Substitution
 One who is greedy for money: AVARICIOUS.
 One who does no know how to read and write:
ILLITERATE.
 Period between boyhood and youth:
ADOLESCENCE.
 One who will sell himself for money: VENAL.
 That which cannot be believed: INCREDIBLE.
 That which cannot be seen: INVISIBLE.
 That which cannot be heard: INAUDIBLE.

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Time Management
 Time Management is one aspect of the
management process and is particularly related to
self-management. It is relevant to everyone, not just
those who have responsibility for others.
 Effective Time Management is part of good practice
and no matter where you are in the hierarchy and
regardless of your level of responsibility you can still
make sure that you manage your own time
effectively and prevent others imposing bad time
management upon you.

115. 115
Time Management
 Remember Time is….
 - A resource – our scarcest resource – our most
dramatic resource – passes at different speeds.
 Why Manage Time?
 Assess whether your job is achievable in a normal
working week.
 Find out which areas of your job you spend most
time on.
 Prioritize the functions within your job.
 Prioritize on a daily basis.

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Time Management
 Assessing your Job
 Areas being covered well - Areas being
covered partially – Areas not covered at all –
Parts of the job that have taken over – Extra
Time – Personal Development – Family and
Friends.
 Prioritizing
 Prioritize within your job – Establishing
Priorities and tasks.

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Time Management
 Way of establishing how to prioritize your work is to
use the following criteria.
 Immediate: Tasks that have reached the deadline
stage and will cause severe consequences if not
tackled immediately.
 Short: Possibly routine, but there will be a crisis if
not dealt with during the next week.
 Medium: Need to be done with the next few months
in relation to the effectiveness of work in the future.
 Long Term: Could be postponed indefinitely, but will
eventually causes problems.

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Time Management
 Priorities and tasks can be classified as follows:-
 Important and Urgent: Task with deadlines need
immediate response and should be dealt with now.
 Important and not Urgent: Tasks that are important
and need to be done, but could be scheduled for a
later date.
 Urgent but not Important: Tasks from colleagues
that they tell you are urgent (because they want
them to be dealt with), but which you discover that
they do not in fact need until the end of the week.

119. 119
Time Management
 Wasted Time: Information that lands on your
desk which bears very little relevance to your
work and is not worth bothering with.
 Prioritizing is a matter of habit. It is learning
not to tackle what is immediately in front of
you but each day deciding what should come
first and what can be left for the moment.

120. 120
Time Management
 Time Stealers:
 Identify where both you and colleagues waste
time.
 Assess your most critical time wasters.
 Devise an action plan for dealing with them.
 How time is wasted – Personal Time
Wasters:
 Telephone interruptions

121. 121
Time Management
 Lack of Priorities
 Poor communication
 Indecision and Procrastination
 Lack of self-discipline
 Too Much Reading
 Poor Delegation
 Crisis Management
 Inability to say „No‟
 Drop-in Visitors
 Too much Paper work

122. 122
Time Management
 Electronic Mail
 Voice Mail
 Personal Disorganization
 Dealing with –
 Personal time wasters
 External time wasters
 Team time wasters
 Planning:
 Assess why planning is so important
 Be clear about the stages involved in planning
 Identify different ways of planning in a range of situations

123. 123
Time Management
 Meetings:
 Assess why many meetings are inflective
 Plan meetings, make clear decisions and record
meetings
 Chair meetings both fairly and effectively
 Avoided Crises:
 Identify some of the common causes of the crises
and ways dealing with them.
 Avoid overload
 Communicate effectively to avoid crises
 Deal with procrastination

124. 124
Time Management
 Good Practice:
 Keep on top of your workload by organizing
your day and assessing how tasks should be
approached with set time limits.
 Learn how to say “No” and be realistic about
what you can do.
 Deal with the telephone.
 Delegate effectively.

125. 125
Time Management
 Personal Organization:
 Deal with paperwork and filing
 Organize a system to keep on top of tasks
 Organize your desk and workspace
 The Diary:
 Using the diary as a working tool
 Using daily task lists
 Diary systems

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Time Management
 Now, we Summarize the activities, which you
can work them to your advantage for efficient
Time Management
 You are clear about your priorities and goals
 You keep on top of your workload
 You plan automatically
 You communicate effectively
 You learn to say “No”
 You avoid time wasters

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Time Management
 You use the diary as a working tool
 You have time to read
 You deal with paperwork effectively
 Your desk is uncluttered
 You reduce your levels of stress

128. 128
Customer Care
 Why is Customer Care important to your
Organization?
 A good customer is essential just to service and it is
exceptional customer care that will set you apart
from your competitors. Most of the organizations talk
about customer care as being like the centre of a
stick of rock, permeating every part and activity of
the organization. Customer care is not just a set of
tasks – a list of do‟s and Don'ts: it is a way of life.
 The hard evidence suggests that the profits gained
from an individual customer increase significantly
over time.

129. 129
Customer Care
 These gains come from:
 Increased purchasing by the customer over
time.
 Savings from operating costs.
 Gains from additional customers referred on
from a satisfied customer.
 Gains from the price premium that people will
pay for a service or product that they trust.

130. 130
Customer Care
 The powerful point is made that if you lose a
customer it is not generally not just that one
sale that is lost but also potentially a lifetime
of sales. Given that it can be very costly to
gain a customer through advertising and
other marketing costs, it is perhaps surprising
that some organizations are so careless in
their treatment of customers!

131. 131
Customer Care
 Why is customer care important to you?
 Satisfied customers causes less stress
 Satisfied customers take up less time
 Satisfied customers tells others people
enhancing your reputation
 Customers are human beings

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Customer Care
 What is excellent customer care?
 - What is quality of customer care you
provide?
 Having identified your customers and the
nature of the service or product you offer, the
crucial question is how well you do it.

133. 133
Customer Care
 There are usually four important elements involved
in delivering quality customer care.
 Appropriateness: Are your service / product what the
customer actually wants – does it precisely meet
their needs?
 Consistency: Are your service / product of the
required standard all the time?
 Timeliness: do you provide the service when the
customer needs it, over a reasonable time period?

134. 134
Customer Care
 Satisfying: does the way you provide your
service ensure that is a good experience for
the customer, e.g. you are friendly and
helpful, and do you show interest and / or
concern?

135. 135
Communicating with your
customers
 - How we communicate
 There is one skill that runs through every
aspect of working life: the ability to
communicate effectively. It is at the heart of
excellent customer care and is central to
developing positive relationships with your
customer.

136. 136
Communicating with your
customers
 You communicate with your customers in one
of three ways:-
 Face-to-face – in your shop, office or factory,
or when you go out to their homes or offices.
 On the telephone – responding to their calls
or initiating calls yourself.
 In writing – by letter, memo, report, circular,
etc.

137. 137
Communicating with your
customers
 There are some basic rules that apply to all
forms of communication and then there are
some specific skills that go with each type of
communication. The first basic rule concerns
how we communicate. One famous
researcher, Albert Mehrabian came up with
some fascinating results. He concluded that
the way a message is conveyed is through.

138. 138
Communicating with your
customers
 What we say, i.e. the words we use – 7%
 How we say it, i.e. the use of the voice in
terms of tone, volume, pace – 38%
 Our body language – 55%

139. 139
Communicating with your
customers
 Three key communication skills, which must
be concentrated upon, are:
 Building and maintaining rapport
 Active listening
 Effective questioning
 Remember good salesman listens 80% and
talks 20%

140. 140
Communicating with your
customers
 7 Secrete of Selling as illustrated by Management
Guru, Gary Goodman
 Increase your confidence
 Create instant rapport and credibility with your
clients
 Lead your customers into selling themselves
 Put passion in your presentations
 Use your body language more effectively
 Organize your day to maximize your results
 Turn setbacks and rejections into increased sales

141. 141
MOCK INTERVIEW
 What is Interview?
 Interview is a selection technique that
enables the interviewer to view that the total
individual and to apprise him and his
behavior. It consists of interaction between
interviewer and applicant. If handled properly,
it can be a powerful technique achieving
accurate information and getting access to
material otherwise unavailable.

142. 142
MOCK INTERVIEW
 However, if the interview is not handled
properly, it can be a source of bias, restricting
or distorting the flow of communication.
Interview is the most widely used selection
technique because of its easiness.
 There can be several types of Interviews:
Preliminary Interview, Stress Interview,
Patterned Interview and Depth Interview.

143. 143
MOCK INTERVIEW
 Preliminary Interview: It is held to find out
whether the candidate is required to be
interviewed in more detail.
 Stress Interview: It is directed to create
situations of stress to find out whether the
applicant can perform well in a condition of
stress.

144. 144
MOCK INTERVIEW
 Patterned Interview: It is structured and questions
asked are decided in advance. This is done to
maintain uniformity in different boards of
interviewers.
 Depth Interview: It is also known as non-directive
interview covers the complete life history of the
applicant and includes such areas as the candidate
work experience, academic qualifications, health
interests, hobbies etc. The method is informed,
conversational with freedom of expression to the
candidate.

145. 145
MOCK INTERVIEW
 Role of Interview:
 An interview is an attempt to secure
maximum possible information about the
candidates relevant for their suitability or
otherwise for the employment. In fact, it is so
essential in the selection process that much
time; selection of the candidates is made on
the basis of interview alone. If handled
properly interview contributes in the following
ways:-

146. 146
MOCK INTERVIEW
 It is the only method of direct contact between the
candidates and the employer in which the employer
can see a candidate in action – how he looks, his
manner, his wearing, his appearance, etc. method
of interaction and answering. Etc.
 Many of the information can be sought through the
interview which may not be available in application
form, or cannot be disclosed by the selection tests,
such as family background, future plans etc.

147. 147
MOCK INTERVIEW
 The interview can be used as a tool for giving
information about the organization; its
policies nature of work to be performed by
the candidate, salary and perks to be offered
to the candidate can also be undertaken.
 Interview can be used as a method to
promote goodwill among the candidates by
offering courtesy, by providing vocational
literature, by constructive suggestions, and
by showing interest in them.

148. 148
MOCK INTERVIEW
 Principles of Interviewing:
As indicated earlier, interview is the most
frequently used technique for selection.
However, it can give better results only when
it is conducted properly. Following points can
be taken into consideration to make an
interview more effective:

149. 149
MOCK INTERVIEW
 There should be proper planning before
holding the interview. Planning may include
determination of who will conduct interview,
what way it will be conducted,

150. 150