Induction

International Institute of Training &
Management
Helping You Succeed in life
Soft Skills to Succeed

• Punctuality
• Mobiles OFF
• Minds ON
• Interact, Discuss, Debate
• Participate
• Workshop Timing: 12:00 – 5.30pm
• Tea/Coffee break: 15 minutes
• Lunch Break: 40 minutes
• You are allowed to leave the class only during
breaks

Lets get to know each other better
Introduce yourself  your name, where you
came from (your home town), your family, the
school you went to up to class x),
Highest academic qualification+ institute
your biggest achievement till date.
One good thing about you.
One thing that you want to achieve in your life
before anything else
TIME limit – 45 seconds each
9 February 2018
© www.theiitm.com

 Creating a better 1st Impression
 Corporate Etiquettes
 Giving Cards and handshake
 Customer Handling
 Working in team
 Relax leading Stress free life

 How do you rate it ?
 As a citizen of this country how do you feel ?

 1st Lets form some teams
 Each team now has same resources ( a double
sheet newspaper)
 Make paper planes using the paper provided
 The Number of planes created
 Team will be judged for the quality of planes
 The standard and quality of planes created

 Why do we need to learn them in life?
 How do they help us in our life ? In social and
Professional circle?
 Can you re-collect some of the good manners
that we follow in personal life ?
 What corporate manners do you follow in
your office currently ?
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Etiquette has to do with good manners. It's
not so much our own good manners, but
making other people feel comfortable by the
way we behave.
“The conduct or procedure required by
good breeding or authority to be observed
in social or official life.”
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 Customer service etiquette
 Phone etiquette
 E-mail etiquette
 Business dress etiquette
 Office space etiquette
 Professional conduct
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Etiquettes are of different types. It is desirable
to focus on a few basic etiquettes which
collectively constitute the corporate etiquette.
They are Hand shake, Mobile etiquette,
Telephone etiquette, Office etiquette, Dress
code, Giving business card, Dining etiquette,
Handling people, Email etiquette, wash room
etiquettes etc.

 First impressions are powerful. Interpersonal
relationships can be won or lost in the first 4
minutes of conversation.
 In bygone days, we were inherently more
respectful of each other, and devoted more
time to the niceties of getting to know
someone and explore common ground.
Unfortunately, in today’s world, we aren’t
willing to invest the time and effort to get to
know one another. We make appraisals, and
assumptions, and form decisions, all within the
space of a few seconds.

People determine seven things from your
appearance.
 Income
 Education Level
 Social Position
 Sophistication
 Success
 Moral Character
 Trustworthiness

 What you wear says something about who
you are as an employee
 It’s OK to be relaxed but not OK to be
unprofessional
 Accessories make man, or woman but easy
dose it
 Remember the details
 Consider the activity
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 Don’t interrupt
 Ask permission
 Don’t touch
 Cubicles do have walls
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Don’t
 Eat when you are on phone
 Put someone on speakerphone
 Talk with others
 Say anything that you don’t want the caller to
hear
 Answer the phone if you are not prepared
 Answer calls when you are in office or in a
meeting
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Do
 Answer using your name, title and ask how
you can help
 Always leave your phone number and speak
slowly
 Leave a short, detailed message
 Return calls in a timely manner
 Smile when you answer the phone
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 Do not take comments or insult personally
 Never interrupt the customer
 Show empathy
 Stay focused
 Take responsibility
 Patience really is a virtue
 Remember the Golden Rule
 Ease their pain
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Telephone Skills
 Know how to use the phones
 Speak clearly and slowly
 Smile (you can hear it in your voice!)
 State your name and organisation
 Write down the caller’s name and use it
 Don’t say rude things while someone’s on hold
 If they’re explaining something use words to show
you’re listening (umm, yes …)
 Have pad and pencil ready to take notes or
messages (check spelling and message content)
 Don’t eat or drink while on the phone

Let us go through some Do’s and Don’ts at
workplace:
Never adopt a casual attitude at work. Your office
pays you for your hard work and not for loitering
around.
Don’t peep into other’s cubicles and workstations.
Knock before entering anyone’s cabin. Respect each
other’s privacy.
Put your hand phone in the silent or vibrating mode
at the workplace. Loud ring tones are totally
unprofessional and also disturb other people.
Don’t open anyone else’s notepads registers or files
without his permission.

It is bad manners to sneeze or cough in public
without covering your mouth. Use a handkerchief or
tissue for the same.
Popping chewing gums in front of co workers is
simply not expected out of a professional.
Stay away from nasty politics at the workplace. Avoid
playing blame games.
Keep your workstation clean and tidy. Throw
unwanted paper in dustbin and keep files in their
respective drawers. Put a label on top of each file to
avoid unnecessary searching.
Never criticize or make fun of any of your colleagues.
Remember fighting leads to no solution. There are
several other ways to express displeasure. Sit with
your colleagues, discuss issues face to face and decide
on something which is mutually acceptable.

Take care of your pitch and tone at the workplace. Never
shout on anyone or use foul words. It is unprofessional to
lash out at others under pressure. Stay calm and think
rationally.
Never attend meetings or seminars without a notepad and
pen. It is little tough to remember each and everything
discussed in the meeting. Jot down the important points for
future reference. Wait for your turn to speak.
Pass on information to all related recipients in the desired
form. Communicate through written modes of
communication preferably through emails. Keep your
reporting boss in the loop. Make sure your email signatures
are correct.
Reach office on time. One must adhere to the guidelines
and policies of the organization. Discipline must be
maintained at the workplace.

No organization likes to have a shabbily
dressed employee. Shave daily and do not use
strong perfumes.
Never wear revealing clothes to work. Body
piercing and tattoo are a strict no-no at the
workplace. Females should avoid wearing heavy
jewellery to work.

Don’t pass lewd comments to any of your fellow
workers.
While having lunch together, do not start till the others
have received their food. Make sure your spoon and fork
do not make a clattering sound. Eat slowly to avoid
burping in public.
Respect your fellow workers and help them whenever
required.
It is unethical to share confidential data with external
parties and any other individual who is not related to the
organization. Data in any form must not be passed to
anyone outside the organization.

Office Stationery is meant to be used
only at work. Taking any office property
back home is equivalent to stealing.
Make sure you turn off the monitor
while you go out for lunch or tea breaks.
Switch off the fans, lights, printer, fax
machine, scanner before you leave for the
day.

Don’t bring your personal work to office. Avoid
taking kids to office unless and until there is an
emergency.
Park you vehicle at the space allocated to you.
Don’t park your vehicle at the entrance as it
might obstruct someone’s way.
Never ever drink while you are at work. Smoke
only at the smoking zones.
Do not leave the restroom with taps on.
Female Employees should stick to minimal
make up.

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Game on Communication
Rules:
1) Teams would be formed amongst you.
2) You would see the Grid for 10 Seconds
3) First answer the Questions INDIVIDUALLY
4) Each question would be given 2 Seconds
5) After completion, the same Questions would
be discussed in the Team
6) Time for Team Discussion 1 Minute
7) The answers would be announced
8) The individual & team who scores highest is
the winner
SCORE: Each Correct Answer: 2 Marks
Each Wrong Answer: (-) 1 Mark

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WORD GRID
SKY BUFFALO COTTAGE AMERICAN PINK
21 FORTUNE JAUNDICE YELLOW CULPRIT
JOHN SEA PEN WATCH VIRUS SUMAN PALE
COCHIN
STAMP
SPIDER ROUND CABLE PAPER CUT
RAKHI
COW 14TH JUNE GULZAR PULSE
CAUSE IBM UPDATE PIN
BLACK PHOTO QUALITY TIME
HOLIDAY BOTTLE SATURDAY
PERSON BIZZ DURGA TELEPHONE LAND

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Questions
1) What date is mentioned in the Grid?
2) What is the disease shown in the Grid?
3) Which are the colors mentioned in the Grid?
4) Name the living things mentioned in the Grid.
5) Name the Goddess mentioned in the Grid.
6) What is the last word in the Grid?
7) Which month is mentioned in the Grid?
8) Name the South Indian city in the Grid?
9) What is the title of the game?
10) Which day of the week is shown in the Grid?
11) What is the full name of a famous heroine?

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ANSWERS
1) 14th
2) JAUNDICE
3) YELLOW, BLACK, Pink
4) BUFFALO, COW, SPIDER
5) DURGA
6) LAND
7) JUNE
8) COCHIN
9) WORD GRID
10) SATURDAY
11) RAKHEE GULZAR

Personal Investments
Set Life Goals – plan investments based on your required
maturity dates of events like marriage, child birth,
admission of children to school, children’s higher
education, their marriages
If you take HOME LOAN- try to payback higher amount than
the set EMI and also take an insurance on the loan

Literally everything we do, every
concept perceived, every
technology developed and associate
employed, is directed with this one
objective clearly in mind –
Please the Customer

Definition of a customer
Internal/external customers
Customers are people who need your
assistance. They are not an interruption to
your job, they are the reason you have a job..

 Who is an External Customer?
◦ The term external customer includes not just the
paying customer but also anyone who receives the
benefit of the goods and services.
 Who is an Internal Customer?
◦ Internal customers are specific people and
departments who play a role in helping you to serve
external customers.

There is only one Boss and whether
a person in Shining the shoes for a
living or heads the biggest
corporation in the world, the Boss
is the same. It is the customer

The customer is the person who pays
everyone's salary and decides whether a
business is going to succeed or fail. Infact
the customer can fire anybody from
the company, from the chariman
(CEO) or down and he can do it
simply by spending his money
somewhere else.
CUSTOMER SERVICE

Customer Service in 21st Century
Manufacturing economy  Service economy 
Relationship Management Economy
Increased importance on customer interaction
as a high-tech environment has decreased
personal contacts
eg. Today's greeting of the customer
support staff-"How are you doing today?"
- makes the customer feel less like a
number and more like a human being

A lot of people have fancy
things to say about
customer service, its just
a day-in-day-out, on
going, never ending,
unremitting, persevering,
compassionate type of
activity

Good customer service means
Providing a quality product or service
Satisfying the needs/wants of a customer
Resulting in repeat customer
Good customer service results in
Continued success
Increased profits
Higher Job Satisfaction
Improved company or organisation morale
Better team work
Market expansion

 Good customer service = Lasting relationships
 Average customer service = Steady relationships
that could be lost
 Poor customer service = Lost business

 Friendliness
 Empathy
 Fairness
 Participation
 Alternatives
 Information

1. Commit to quality service:
◦ Create a positive experience for the customer.
◦ Go above and beyond customer expectations.
2. Know your products:
◦ Helps win a customer's trust and confidence.
3. Know your customers:
◦ Tailor your service approach to their needs & buying habits.
◦ Get to the root of customer dissatisfaction by talking to people and
understanding complaints.
4. Treat people with courtesy and respect:
◦ Every contact with a customer leaves an impression.
◦ Use phrases like "sorry to keep you waiting," "thanks for your order,"
"you're welcome," and "it's been a pleasure helping you."
5. Never argue with a customer:
◦ Be solution focused rather than problem focused.
◦ Research shows that 7 out of 10 customers will do business with you
again if you resolve a complaint in their favor.
9 February 2018© www.theiitm.com

6. Don't leave customers hanging:
◦ All communications with customers need to be handled with a sense of
urgency.
◦ Research shows that 95% of dissatisfied customers will do business with
a company again if their complaint is resolved on the spot.
7. Always provide what you promise:
◦ Failure to do this is a sure way to lose credibility with your customer.
◦ If you can't make good on your promise, apologize and offer some type
of compensation, such as a discount or free delivery.
8. Assume that customers are telling the truth:
◦ The majority of customers don't like to complain; in fact, they'll go out of
their way to avoid it.
9. Focus on making customers, not making sales:
◦ Focus on the quality rather the volume of the sale.
◦ Research shows that it costs six times more to attract a new customer
than it does to keep an existing one.
10. Make it easy to buy:
◦ Make the process simple and user-friendly.
10 Rules for Great Customer Service

 I DON’T KNOW – I’LL FIND OUT.
 NO – WHAT I CAN DO IS….
 THAT’S NOT MY JOB – LET ME FIND THE RIGHT
PERSON WHO CAN HELP YOU WITH….
 YOU’RE RIGHT THIS IS BAD – I UNDERSTAND
HOW YOU FEEL.
 THAT’S NOT MY FAULT – LET’S SEE WHAT WE
CAN DO ABOUT THIS.
 CALM DOWN – I APOLOGIZE….
 I WANT YOU TO – LET’S

What attitudes assist in providing good service?
 Enjoy helping people
 Handle people well
 Care for your customers
 Give fair and equal treatment to all
 Be understanding of people with special
needs

The purpose is to create and maintain a welcoming
environment - how can we achieve this?
 Be attentive, acknowledge a person as soon as they appear,
even if you’re busy
 SMILE!
 Establish eye contact
 Tell them your name
 Ask how you can help
 Give the customer your full attention
 Be polite and courteous……………

Diet & Nutrition

 What is your daily routine ?
 When do you wake up ?
 Are you addicted?
 How much exercise do you do per week ?
 How much distance do you walk per week ?
 What do you check in your diet ?
 How much sleep do you get daily ?
 What do you do to release your stress ?

 1 Apple / day = No Doctor
 1 Tulsi leaf / day = No Cancer
 1 Lemon / day = No FAT
 1 cup milk / day = No Bone
Problem
 2 liters of water / day = No
disease

 Make sure you get a balanced diet, as often as
possible.
 Drink water – you need to stay hydrated
 Cut down on caffeine and caffeinated and
aerated beverages.
 Limit alcohol intake. Tobacco and drugs should
be an absolute No
 Maintain a healthy weight.
 Exercise at least four days a week for 20 to 30
minutes each day
 Wake up early to practice simple meditation. It
harmonizes body, mind and soul

A food pyramid gives
an idea of the types of
food we should take
and their proportion in
our diet.
Try to avoid "fast foods" that
contain a lot of fat.

MAKE exercise
your daily
routine,
RELAX

Contact us at: info@theiitm.com
sumantoghosh@theiitm.com
Visit us at www.theiitm.com

Together we can and we will do it

Induction

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