spoken express

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Part - 5

Abduct, kidnap vigj.k djuk&The kidnappers planned to kidnap the

minister’s daughter. The businessman was abducted on the gun point.

Abscond vijk/k djds Qjkj gks tkuk&The criminal has absconded after

committing the crime. The culprit is still absconding.
Arson vkxt+uh&Many cases of arson were reported from that area.
Broad day light killing fnu ngkMs+ gR;k&That was a broad day light killing.
Catastrophe vkink] rckgh&The Tsunami caused a great catastrophe in
Japan last year.
Crush to death dqpydj ejuk&An old man was crushed to death by a
speeding car.
Detain confine fgjklr esa ysuk&The police detained him for interrogation.
Engulf yisVs eas ys ysuk&The fire engulfed the whole building.
Epicentre eq[; dasn] mifjdsaUnz& Delhi was the epicentre of the earthquake.
Tremor dEiUu] >Vdk&Tremors are still being felt even after several
days of earthquake.
Extortion t+cjnLrh olwyh&He was charged with murder and extortion.
Fire break out vkx QSy tkuk&Massive fire broke out in the
supermarket and properties worth crores of rupees were burnt to ashes.
Go unheard vulquh dj nsuk&The voice of the poor go unheard.
Head on collision vkeus lkeus ls VDdj&Eight passengers were killed in
a head on collision between the bus and the car on the high way.
Heart-rending fny ngyk nsus okyk@phj nsus okyk&In a heart rending
accident five members of the same family were killed.
Ill thought out decision xyr QSlyk&I think demonetisation was an ill
thought out decision.
Ill-fated day eugwl fnu& Our defeat in the final was an ill-fated day.
Intensity rhcrz k&The intensity of the earthquake was reported to 5.4 on
the Richter Scale.
Leave indelible mark vfeV Nki NksM+uk&His decent behaviour left an
indelible mark on me.
Limelight lqf[kZ;kas eas&Politicians like to remain in limelight.
Ooze [kwu dk cguk&Blood was oozing out from the injury.
Rumour is rife vQokgkas dk cktk+ j xeZ gksuk&Rumour is rife that the
company has gone bankrupt.
Sob fllduk&The lost child was sobbing for his parents.
Succumb to ne fudyuk&Many injured people succumbed to death in
the hospital.
Trample to death iSjkas ls dqpydj ejuk&Many people were trampled to
death trying to escape the burning building. Someone trampled all
over my flowerbeds.
Work relentlessly fcuk Fkds dke djuk&We are working relentlessly to
finish the project on time.

194

¼O;fDrRo fodkl½

¼O;fDrRo D;k gS\½

A person’s personality is his way of thinking, feeling and
behaving. These traits make a person unique while interacting with
others. What kind of thinking, behaviour and feeling a person has,
depends on his personality.
Physical structure, temperament, facial attractiveness, muscle
composition, height, hair colour, reflexes and energy level are
influenced by hereditary factors. Evidence demonstrates that shyness,
fear and aggression can be traced to inherited genetic characteristics.
Twins raised separately from their birthplace may demonstrate same
habits like chain smoking, use of same branded car. These are
examples of hereditary influence on one’s personality. Our
personality shapes the behaviour of someone in an organization; it
helps if we know about his personality elaborately.

¼O;fDrRo dSls fu[kkjsa½

Here are some ways to improve one’s personality
O;fDrRo dks csgrj cukus ds dqN ewy eU=

1. Be a good learner ¼,d vPNk lh[kus okyk cuas½% Nobody is perfect.
We are all in learning process till our last breath. Share with others
what you know and try to learn from others what you don’t know.
Join the company of learned and enlightened people for learning more
and more.

2. Be a good reader ¼,d vPNk ikBd cuas½% Reading is a good habit.
The more you read, the more you learn. You should update your
knowledge and practical exposure by being in touch with. By
upgrading your skills, you can become a successful person in any
field of life.

3. Have an opinion of yourself ¼viuh [kqn dh fopkj/kkjk iSnk djas½% Try

to develop your own opinion. You cannot start or end any
conversation without opinion if you have nothing to speak on.
Everybody is unique because of his different perspective. If you have
an uncommon point of view, it is more interesting for the people.

4. Have a positive thinking and attitude ¼viuh lksp vkSj n`f’Vdks.k
dks lnSo ldkjkRed j[ksa½% Nobody likes the company of people whose
thinking is negative. Such people only complain and have nothing
positive to contribute.

195

5. Be funny and have sense of humour ¼gkL; o`fRr dk lgh iz;ksx djuk
lh[ksa½% Humour plays an important role in human life. It keeps the
audience live and interested. It can provide a winning edge in both
personal and organizational communication. In everyday life, we
should use humour with positive results.

¼ckr&phr dh dyk½

It is not important what we say, but what matters is how we say. The
best ideas and thoughts are of little importance if we don’t learn to
communicate them effectively. Learning to use the right words at the
right time to emphasize is a priceless skill, no one can teach it. The
purpose of communication is to get our message across to the target
audience clearly and unambiguously. In fact, communication is only
successful when both the speaker and the listener understand the same
information. We must weigh the circumstances surrounding the
communication; understand what the message is, what audience we
are addressing, and how it will be perceived.

¼,d izHkko”kkyh oDrk ds xq.k½

We need to understand the fact that getting ahead in today’s
competitive world requires excellent communication skills. You may
have a string of high-sounding degrees tagged to your name and yet
be at total loss when it comes to expressing your views and ideas in a
concise and correct manner. You don’t have to use high-sounding and
specialized words to impress others but you must speak correctly,
paying attention to the usage of words, grammar, tone, accent, etc. In
short, your command over language must be simple and correct, yet
effective.

¼,d vPNs
oDrk dks ,d vPNk Jksrk gksuk pkfg,½
Why working relationship becomes weak at certain work places, and
why getting the work done through others is more difficult than it
should have been. These questions need to be answered. Effective
communicators and good listeners make good leaders as well.
Listening is such a powerful weapon that it provides double benefits.
It increases one’s chance of properly understanding what others are
saying and it helps to build positive relationship with them. When we
listen to others, they demonstrate to us respect for their ideas. It is a
fact that good listeners are not born. Listening skills can be learnt and
improved. We can begin to become better listeners by starting to give
more feedback to employees. This observation act through listening
will further strengthen the relation between speaker and listeners. As
Stephen Covey said, “Seek first to understand then to be understood.”
Communication between people who value their relationship is not a

196

competitive sport where someone wins and someone loses, it is a win-
win situation where everybody is winner, none is loser. The way we
communicate, can make a person feel supported and affirmed on or it
can make them defensive and unappreciated. So, proper
communication has powerful effect on employees and their attitude. It
can cultivate a climate of supportiveness and goodwill in the
organization.

2. ¼oDrk dk O;fDrRo½% A good speaker

should present himself in a befitting manner.He should have a
presentable personality. Audience tends to size up the speaker from
his appearance even before he starts speaking. The speaker should
have the right posture. He should be confident and comfortable with
the audience. He should put on formal attire/dress to convey the right
message. On formal occasions, casual attire should be avoided.

¼vius Jksrk dks tkuas½% Good speakers make
every effort to know their target audience; their psychology,
background, level of information and expectations.

¼igys ls Hkk’k.k dh rS;kjh djuk½% Good speakers
always take care to prepare speeches in advance. Depending upon the
nature and psychology of the audience, they prepare the topic and the
length of the speech. Advance preparation is necessary to make a
concise and yet a memorable speech.

¼vkokt+ dk mrkj&p<k+ o½% Good speakers are
aware of the need of voice modulation. They know how to vary the
pitch and intensity of the voice. They also know how and when to
vary the tone, quality and pace of the voice to suit the content and the
force of the message. Depending upon the situation, the tone may be
harsh, soft or whispering, the pitch may be high or low, the quality of
the voice may be controlled or uncontrolled, and the pace may be fast
or slow. Remember that dull and monotonous voice puts off the
audience, despite the subject being interesting.

¼Hkk"k.k ds nkSjku lgh le; ij :duk rFkk fdlh
ckr ij cy nsuk½% Good speakers know how to make proper use of
pauses and punches in their speeches for greater effect. Pauses at the
right places help the speaker to assess the receptivity of the audience.
While short and brief pauses are welcome, unduly long pauses distract
continuity and focus. Punches with proper body language come in
handy for emphasis and reiteration.

¼Jksrk dh Hkkxhnkjh½% Effective speakers
know how to ensure listeners’ Participation. They also know how to
keep the audience engaged and attentive, this is done by establishing
eye contact, moving around and asking questions. The speaker has to
make every effort to elicit responses from the listeners. Speaker may
ask the questions like, “Are you with me so far”? or “Shall we
proceed further”? or “Do you have any question”? These questions
encourage listeners to respond.

197

¼csgrj loa kn vnk;xh½: Great speakers know how to
deliver talk. Whatever the kind of audience or the topic, They use
proper body language, voice modulation, illustrations, pauses and
punches to elicit better response and receptivity. Good speakers know
how to make their communication animated and exciting. How to fire
up and galvanize the people into action. Just as routine or ordinary
topics are made interesting by great delivery, in the same way, very
interesting topics are made dull and monotonous by bad delivery.

¼vUr esa Hkk’k.k dks laf{kIr djrs gq,
mldk fupksM+ izLrrq djuk½% Effective speakers make sure to summarize
and re-emphasize the main points at appropriate intervals. They draw
attention to “what we have learnt or noted so far.” They always
conclude their speeches by reiterating the essence of the message and
stress on the important areas for greater clarity.

¼cksyus dh dyk½% Art of speaking is made up of
five things; invention, arrangement, style, memory and delivery. Each
of these five points is equally important. Invention relates to ideas,
creativity and innovativeness. It relates to the originality of idea and
conceptual clarity. Arrangement is related to sequencing and order of
presentation, style refers to the stamp of individuality. Style also
refers to the plentiful supply of words and using them with good
judgment. Memory is very important, especially when the speaker is
not consulting any notes. Extempore speeches depend on memory to a
great extent.

¼fdlh dh Hkkoukvkas dks pksV igaqpk;s cxjS ckr

djuk½% Good speakers know how to take the audience for granted. They
also know how to keep their cool and control emotions. They don’t
get excited or provoked. They show politeness and humility. They
weigh their words before speaking. They are very careful about the
selection of words and the way they use them. They know that the use
of a wrong word may cost them heavily and spoil the otherwise good
impression. They admit their shortcomings and mistakes without
excuse. They listen when others speak. They keep a smile and
establish a rapport with the audience.

¼vPNk oDrk cuus ds fy, bu foUnqvkas ij /;ku nsa½

1. When you are interrupted, speak firmer, louder or look directly at
the interrupter and say, “excuse me, but I have not finished as yet”.

Don’t use phrases like “well”, “you know”, “kind of”, “sort of” “I
could be wrong”, “I am not 100% sure”, “But, etc.” All make the
communicator sound weak, uncertain and uncommitted.
3. Erase the word “try” from your vocabulary as it conveys a lack of
confidence. Compare “I will try to get those figures for you by 4 pm”
with “I will have those figures on your desk by 4 pm.” The latter
statement is more effective than the former.

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4. Don’t use the phrases like “this may be a dumb question”, “I
suppose we could”, etc. Actually, these phrases strip you of power
and invite disagreement.

Don’t use excessive apologies. If you have wronged somebody,
an apology is appropriate, but apologizing for thoughts, opinions and
feelings is a strict no-no. Remove the tendency of putting yourself
down even when you are in tight spot. Never make self-defeating
remarks; instead highlight your plus points and achievements. Ask
more questions, this shows that you have the desire to learn and get a
thorough understanding. This will enable you to make better
decision.

Don’t humble, whisper or speak in a high-pitched tone.

Practice until you find a relatively low pitch that sounds relaxed
and confident.

Try not to speak too slowly or too quickly.
Abraham Lincoln once said, “You are what you think.” Before
each speaking opportunity, think and write out positive affirmations
(i.e. I am a great speaker) and you will eventually believe it and
become the same.

As the saying goes, “Practice makes a man perfect.” Just as
with everything else in life, the more you do it, the better your skills
become.

Visualize the audience in the underwear - you immediately calm
your fears by realizing that everyone is just a person like you.

90% of a good presentation revolves around good planning. If
you want to decrease your anxiety, know your audience, research
your topic, prepare a good outline and then follow it.

Be yourself. Many fears can be
attributed to speaker trying to adapt a style not their own.

Picture everyone
smiling and then coming up afterwards and telling you about the
great job you did.

It will give you a chance to get
comfortable with the presentation place and practice your
presentation. Besides this, you will get to know about some of the
participants and develop rapport ¼rky&esy½ with them.

¼vkRefo”okl dk ewy e=a ½

1. Use a person’s name as you are speaking to him/her; this gets
and keeps their attention.

2. Never underestimate the power of a simple handshake.
3. Use specific language to get a point across.
4. Begin statements with “I, my, I want, I need, etc.” These

suggest power and decisiveness.

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5. Avoid verbal clutter/disorder. Poor communicators talk in
paragraphs, while successful people use short sentences.

¼bu xyr vknrksa ls cpsa½%

1. Smiling at inappropriate time
2. Tilting or nodding the head
3. Distracting hand gestures
4. Poor posture
5. Sweeping your hair back every time

¼VsyhQksu lEcU/kh f”k’Vkpkj½

The entire business process outsourcing (BPO) sector, which is
India’s biggest booming industry, depends on how a call center
executive speaks on the phone. Therefore, the young executives are
trained -by in-house trainers, not just accent or voice modulation but
also phone etiquette. Besides BPO, major marketing companies also
depend on how an employee speaks to the person on the other side of
the phone.
The problem with Indian call center and marketing company
employees is language proficiency and telephone etiquette. When an
executive calls someone to inform or sell a product or service, they
launch into a tirade before figuring out if the person on the other end
has the time to talk right now. So, telephone etiquette as a part of soft
skills is required to get to the top in the new global economy.[[

Telephone and mobile etiquette are essential not only when you are
working in a BPO and selling a new mobile connection or a service,
but also in any kind of hospitality, marketing, or market research job.

1. When you call a prospective customer, make sure that he or
she has the time to speak to you. Start with “Hello, Good
Morning /Good Afternoon /Good Evening”. Tell him/her
about how precious their time is and ask them if they have a
few moments to spare.

2. First, you need to introduce yourself because the way you
answer your phone tells a caller how professional you really
are.

3. When you call someone and reach their voice mail, leave
your organized message detailing purpose, contents and your
professional details like your name, telephone number, etc.

4. Always keep the information concise and well formatted.
Give them small and concise information, and elaborate only
if they are interested in the product or the service. To put a
good presentation, structured content is vital.

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5. If your voice doesn’t sound good on the telephone line, you
are likely to lose many customers. Never sound disinterested
as if you are doing the job for the heck of it and are not really
interested in selling the product you are pushing.

6. Whether the conversation is taking place on the phone or
face-to-face, it is important that you use professional
language.

¼VsyhQksu ij okrkZyki lEcfU/kr f”k’Vkpkj ds dqN fu;e½

1. Lift the receiver at least on or before the third ring.
2. Never start talking before introducing yourself. Announce

your name/the organization and greet the caller, For
example: Hello, Good morning. I am Akash Singh calling
from Reliance info comm…
3. Be polite and avoid a barking tone.
4. If the call is to be directed, make sure that the caller is not
made to wait on the line for long.
5. If the person called is not available, note down the caller’s
name, personal mobile number and message and then
communicate to the concerned person as soon as possible.
6. Make sure that the calls are returned promptly.
7. Don’t keep calling if a person is cutting your call or in case
a customer disconnects the phone line, don’t call back
immediately because he may be in a meeting or seriously
busy and has no time to receive your call.
8. Send SMS, stating the business purpose if a person is in
no position to attend the call.
9. If he picks up his phone line and says he is busy, politely
enquire what could be the proper time to call back.
10. Never hang up on the answering machine, always leave a
message with your name, purpose and contact number.
11. Don’t bombard a person with information. Ask if he/she
has time to talk.
12. End the conversation with ‘Thank you’ or ‘Good day.’
13. Replace the receiver gently back in its right place.
14. Keep personal talk on the official line to the minimum.
15. Calls cost money, especially long-distance ones. Make
your talk cost effective.
16. Teach yourself to speak slowly but think quickly.
17. Most importantly, smile when picking up the phone, the
caller will feel it in your voice.
Therefore, if an executive or any person speaks well, is courteous
and has manners, it will always make an impression on the other
person on line.

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¼urs `Ro½

We define leadership as the ability to influence a group towards the
achievement of a vision or set of goals. The leader should be hard
working, innovative, charismatic, enthusiastic, energetic, decisive and
risk-taking. In today’s dynamic world, we need leaders to create
vision of the future and inspire organizational members to work to
achieve the vision, to formulate detailed plans, create efficient
organizational structure and oversee day-to-day operations.

¼vPNs urs k ds xq.k½

Having position, title, degree or rank doesn’t qualify anyone to lead
other people. This ability doesn’t come from age or experience. No
one can be given the right to lead. Leadership can be earned, not
forced.
The key to become an effective leader is not to focus on making other
people follow, but on making oneself the kind of person people want
to follow. Great leaders have no room for ego.
Great leaders help the people to live better lives and reach their
potential. One can become a better leader by sharing whatever power
one has, not by saving it all for oneself. A leader is like a river, not
reservoir. If you use your power to empower others, your leadership
will extend far beyond your imagination.

Here are a few good qualities of a great leader:

1. Ability to influence the group ¼lewg dks izHkkfor djus dh ;ksX;rk½% A
successful leader is one who can influence and change the minds of
his subordinates. He can mould the people to his way of thinking. He
always tries to inspire and motivate people for improving their level
of performance. Motivating for new task is very difficult and
challenging job. It is not everybody’s cup of tea, but leaders can do it.
This quality produces successful lawyers, businessmen, salesmen,
preachers and top executives.

2. ¼dke esa igy djuk½% Initiative means to act without any
provocation or the ability to take the first step and act in a new
situation. Initiation may be in a general situation or in a particular
profession. This quality can be developed from the very starting. It
can be done by the teachers and parents by allowing the children to
handle responsibilities independently. Encouragement and praise also
works wonders in developing this quality.

202

3. ¼vkRefOk”okl½% Self-confidence of a person is his
ability to test his capacity in stress and pressure situation. If one is

aware of one’s capacity and the potential inside him, one can do the

task efficiently and successfully.

4. ¼Vhe Hkkouk vFkkZr Vhe ds izfr viuh ftEesnkjh dks le>uk vkSj
nwljksa ds lkFk lg;ksx djuk½% Subordinating oneself to the aims of the
group towards the achievement of a common goal is called team spirit
or in other words, team spirit means loyalty to the aims and objectives
of the group. When the organization’s goal becomes individual’s first
consideration (i.e. the convergence of individual’s goal into
organization’s goal) and one sacrifices one’s personal interests for
organization’s interest, it makes the organization very strong and
outstanding.

¼,d nwljs dk lg;ksx½% Co-operation is the most
important thing. It is the joint effort for achieving any common goal.
When a few people join and work together for any particular goal,
everybody makes his effort and pulls his weight. People have
different efficiency. A leader should be able to utilize the individual’s
skills and seek the willing co-operation in the realization of
organizational goals. He should create good environment for
achieving maximum operational efficiency.

¼laLkk/ku lEiw.kZ vFkkZRk oLrqvkas dk mfpr Á;ksx djus dh
{kerk j[kuk½% Being resourceful means the capacity to put the available
resources to best use for achieving the desired goal. whatever the
circumstances, successful people have the high degree of this capacity
to make the best and intelligent use of available resources. But there
are people who in spite of having all the resources, lead a miserable
life simply because they are not able to exploit the resources properly.
They don’t know the value of resources available to them.

¼drZO; cks/k vFkkrZ ftEesnkjh dk ,glkl½% This quality is
connected with a leader, it distinguishes a leader from the crowd.
Sense of duty means to understand one’s responsibilities towards the
value of society, human feelings, actions and reactions. A leader must
be aware of these things and take initiative to direct his energy
towards the achievement of these qualities to the best of his abilities.

8. ¼fdlh Hkh ifjfLFkfr esa Hkkoukvkas dks dkcw eas
j[kuk½% A leader has the ability to keep his cool under adverse
condition and has patience during problem solving. If he loses the
control and becomes emotional, he cannot make the best use of his
talent. People lose emotions under stress. Stress may cause fear,
panic, apprehension, frustration and loss of emotional ability. It is
very essential to overcome the problems of both mind and body.

203

¼fu.kZ; ysus dh {kerk½% A leader must be
able to take decision. He must have decisive power. After listening to
others’ opinion, the final decision is to be taken by the leader himself.
This is the great quality of a leader. If the leader is not able to take the
right decision under a certain situation, he will start losing his
creditability and his followers will lose confidence in him.

¼eLq rfdy fetkth+ vFkkrZ dk;Z dks fu;fer :Ik ls djuk½%
Singularity of purpose with consistency is the key to success. Once
the goal is decided, one should stick to it till its accomplishment. One
should not do the job by fits and starts. It will lead one nowhere. A
leader should be focused on the purpose and should not change the
direction frequently. He should not deviate from the goal.

¼vPNk Jksrk cuuk½% A good leader should be
able to listen to the opinion of others, but follow himself and handle
the things accordingly. He should observe and extract as much as
possible, as listening widens one’s knowledge and helps to take better
decisions. Remember that only a good listener can become a good
speaker.

12. Ready to admit mistakes ¼viuh xfYr;kas dks Lohdkj djus ds fy, rS;kj
jguk½% We learn from our mistakes. You cannot learn if you don’t
admit your mistakes. Ego is a great problem in the way of learning
and a leader should get rid of his ego. If you are not making mistakes,
you are not doing your job. As the saying goes, “We learn walking by
stumbling”. You should have full confidence in your ability that
whatever you say is right but at the same time, you should be ready to
follow the suggestion and advice of others. If they are good, accept
them and appreciate your colleagues. For any positive development
share the credit of success with all, and don’t take all the credit alone.
You cannot become a successful leader unless you enjoy respect
among the followers.

¼bZekunkjh½% A leader must show high degree of integrity.
His honesty should not be questioned at all.

¼u;s&u;s yksxksa ls feydj Kku dks ck¡Vuk½% A
leader meets new people and interact with them, as meeting people of
different social and cultural backgrounds helps him to enrich his
general awareness. A leader learns from others what he doesn’t know
and shares with others what he knows. A leader should promote and
protect new and novel ideas.

15. Adaptability ¼vuqdwyu vFkkrZ ifjfLFkfr ds vulq kj <y tkuk½% A leader
should be able to adapt himself. Adaptability means the ability to
adjust oneself to various types of fast changing environment. Many
people lose their balance if their routine is disturbed. They break if
things don’t go as per their plan. Very few people keep balance in

204

abnormal conditions. Adaptability is the mental ability of a person,
which depends on the outlook and thought process of that person.
Rigid and orthodox people are generally inadaptable, but open-
minded and rational people are ready to adapt and learn from every
situation that comes their way. In fact, a person’s adaptability makes
him a leader and he leads in any kind of circumstances.
Such people are sociable and open. They are free from superstitions
and prejudices.

1. Good follower and intellectual ¼vPNk vuq;k;h vkSj cqf)eku½
2. Sense of justice ¼U;k; fiz;½

Personal control
3. Self-control ¼[kqn ij dkcw½

Professional control

Taking risk & Challenges

4. Courage ¼lkgl½
New experiments

5. The habit of doing more than paid for ¼buke ls vf/kd ;ksxn½

According to Dale Carnegie, a good leader should:
1. Begin with praise and honest appreciation.
2. Call attention to people’s mistakes indirectly.
3. Talk about his own mistakes before criticizing others.
4. Ask questions tactfully instead of giving orders.
5. Praise the slightest improvement and praise every
improvement.
6. Give the other person a fine reputation to live up to.
7. Use encouragement and make the fault seem easy to correct.
8. Make the other person happy about doing the thing he
suggests.

¼”kkjhfjd Hkk’kk D;k gS\½

It is a non-verbal communication (communication without using
words), which reveals your inner confidence. Since it is spontaneous
and less controlled, it shows your true feelings and attitude. It is a
different kind of language in which feelings, ideas and emotions are
expressed with the body parts and its movement. Various parts of the
body express and carry a certain message like facial expression, eye
movement and state of the eyes. They may express anger, innocence,
wonder, shock, grief, terror, indifference, approval and so on. It is
said that body doesn’t tell a lie and always speak the truth. For

205

example, if you feel sleepy, you tend to shut your eyes; if you are
tired; you cannot sit erect.
Body movements are unconscious forms of expressions. Therefore,
they have a language of their own. We are unaware of our gestures,
but people who are observing us form opinions based on our body
language even before a word is spoken. If you are saying one thing
and thinking about another, it is exposed through your body language.
Your body language conveys more than words. Interview experts
notice the fine points of your body language.

¼”kkjhfjd gko&Hkko D;k gS\½

Posture refers to the condition of the body and gesture refers to the
movements of the limbs of the body. The posture may be erect,
upright or reclining. Postures and gestures compliment the spoken
words and make the speech effective and powerful. Nodding,
smiling, shaking of the head, patting the back, clasping hands,
shrugging, frowning, blinking, yawning, putting an arm around
another’s shoulder, crossing and uncrossing of legs are examples
of various physical actions and gestures.

What is business and business concept?

A business is an organized effort and activities of individuals to
produce and sell goods and services for profit. A business can be
nonprofit able entity to fulfill charitable mission or social cause.

Business begins with a business concept (idea) and name depending
on the nature of the business, extensive market research, to determine
whether turning the idea into a business is feasible if the business can
deliver value to the customer. A business comes into existence after
the development of a business plan in the form of formal
documentation detailing the business goals and objectives. Business
plan is necessary while borrowing capital to begin operations. It is
also necessary to determine the legal structure of the business.it may
need to secure permissions, adhere to registration, obtaining license to
legally operate it.

It is an idea for a business that includes basic information such as the
product or service, the target demographic and a unique selling
proportion that gives a company a competitive advantage over
competitors or rivals. A business concept may involve a new product
or a new approach to marketing or delivering an existing product.

What is Brand ¼Nki½?

A brand is a name, design, symbol or any other feature that identifies
one seller’s goods or services as distinct from those of other sellers. It

is an intangible asset that is intended to create distinctive images and
association in the minds of stakeholders, thereby generating benefits

and values.

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Types of Business:

1. Sole proprietorship: sole proprietorship is a kind of un
incorporated business that is run, managed and controlled by one
owner who is responsible to pay income tax on profits earned from
the business.

2. Partnership: The Indian partnership act 1930 defines partnership
as a relation between two or more persons who agree to share the
profits of a business run by them all or one or more persons acting for
them.

3. Corporation: A corporation is a group of people or company
authorized by the state to act as a single entity and recognized as such
in law for certain purpose.

Types of partners:

1. Active/managing partner: An active partner takes part in day to
day running of the business. He carries the daily business activities on
behalf of other partners.
2. Sleeping partner/ dormant partner: A person who has sufficient
money or interest in the firm, but is not able to devote his time to
business is called sleeping partner. He is responsible to bring capital
to the firm and shares the profit and loss.
3. Nominal partner: A nominal partner does not have any real or
significant interest in the firm. His name is used for value addition
,branding and goodwill purpose with the intention of promoting sales
and getting credit from the market. For example. Use of celebrity and
business tycoon.

4. Partner by Estoppel: This type of partner displays by his words,
actions and conduct that he is partner. He represents himself in a
manner that it shows that he is a partner of the firm. He is not
responsible for capital or management of the firm. He is liable for the
credits and loans obtained by the firm.

5. Partner in profit only: This type of partner only shares the profits
of the firm. He is not liable for any losses of the firm whatever. He is
not allowed to take part in the management of the firm.

6. Minor partner: A minor person does not attain the age of majority
until 18 years according to the Indian Majority Act, 1875. According
to section 11 of Indian contract Act, 1872 a minor is not allowed to
enter into partnership. So a minor can only be appointed to claim the
benefits of the partnership.

7. Secret Partner: The position of secret partner lies between the
active and sleeping partner. His membership of the firm is kept secret
from the outsiders and third parties. He is liable for the losses and
profits of the firm.

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8. Outgoing partner/retiring: An outgoing partner is the one who
voluntarily retires without dissolving the firm. However, he is liable
for the future obligations and debts incurred before his retirement.
9. Limited partner: A limited partner is one whose liability is limited
up to the extent of his contribution towards the capital of the
partnership.

10. Sub-partner: A sub-partner is the one who associates someone
else in his share of the firm. He gives a part of the share to the firm.
there is no relationship between the sub-partner and the partnership
firm. He is non-entity of the firm and does not hold any liability
towards the firm.

Essentials of a successful business:

Objective ¼y{;] /;s;½: For the success of any business organization
determination of objective is of vital importance. It should be clearly
described and written to lead the organization towards the
achievement of the goal.

Planning ¼;kstuk½: Planning means rational thinking about the ways
and means for the achievement of the goal. It includes analyzing the
problem and figuring out the solution concerning the particular
organization. Planning helps the organization run smoothly and
reduces the risk of loss. In fact, it is the essence of any business.

Research ¼vuqla/kku] [kkst½: It is necessary for any organization in order
to improve the methods and techniques of production of products. It
enables the business to meet the changing needs of customers,
demands and also the competition among the products.

Location and size ¼LFkku] vkdkj½: Favoudable location and suitable
size have as great bearing on the success of any business organization.

Sound organization ¼et+crw laxBu½: sound organization is very
essential thing for the success of any business organization. A good
organization chart is necessary for staffing the organization with
sufficient and right kind of personnel with different talents and skills,
and dividing work among them.

Adequate finance ¼i;kZIr foÙk½: Finance is the lifeblood of any
organization. Adequate finance is necessary to meet the shot and long
term business goals. Inadequate finance may be a great hindrance in
executing and implementing the new methods and machines. Flow of
funds and employments of funds should be planned well in advance.

Effective management ¼çHkkoh çca/ku½: Effective management is also a
key factor for the success of any business organization. Maintenance
of cordial relationship between employee and employer is very
necessary for the successful operating of any business concern.
Employees should be rewarded, well treated, and also provided with
all amenities to ensure job satisfaction.

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Effective distribution system ¼çHkkoh forj.k ç.kkyh½: The goofs
produced by a company have the value only when they are made
available to consumers. The objective of producing goods itself is to
distribute it or get it into the hands of the needy. So it is necessary to
have an effective distribution system.

Entrepreneur skills ¼m|eh dkS”ky½

Perseverance ¼fujra j Á;Ru djuk½: Many of the most successful
businesses have suffered devastating defeats. Remember that you only
fail when you stop trying. As someone said, secret of success is the
constancy of purpose. Persistence is the key to success.

Courage to risk taking ¼tksf[ke mBkus dk gkSlyk½: It takes real courage to
keep fighting when all hope is gone. He who is not courageous to take
risks cannot accomplish anything in life. Anybody can have great
idea, but turning those ideas into reality is not everybody’s cup of tea.
You must have the courage to act on your great ideas and plans. You
must have the courage to take unknown risks unfamiliar to you. An
entrepreneur must take such steps to develop the right combination of
skills, traits and knowledge.

Ambition ¼egRokdka{kk rFkk meax½: It is easy to give up when going gets
tough, but a successful entrepreneur persist because of the ambitious
nature, killer instinct and go and getter attitude. They have the
burning desire to succeed so they get on every hurdle; rather make
them stepping stone for success because of high degree of ambition,
they have internal self- motivation and high degree of drive to work
hard. They don’t need anybody to tell them what to do. They are
committed to doing what it takes to reach the desired
destination(goal).

Ability to learn ¼lh[kus dh {kerk½: Ability to learn is one of the most
required skills of an entrepreneur. If a person is able to learn in every
situation even in failure, they have the skills necessary to become a
successful entrepreneur.

Consistency ¼fLFkjrk] eqLrfdy fetkt+h½: Be consistent, yet open minded
to earn respect from those around you. you need to know what you
stand for and you need to start up for those beliefs.

Creativity ¼jpukRedrk] r[yhdh lykfgvr½: Don’t always try doing
same things. you must try new things. find out what works best. you
need to enrich your skills, expertise, and experience.

Willing to learn ¼lh[kus dh bPNk rFkk rRijrk½: Some people think that
learning stops when you graduate a college or earn a specific
certification, but it not the fact, education is a lifelong process, which
continues from cradle to grave. You must stay updated with changes

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in technologies, evolution in your industry, sales process, seek more
knowledge, more than that look for the people in your industry to ask
for their opinion and advice.

Sales skills ¼fcØh dkS”ky½: An entrepreneur must have As a startup
company. A business concern cannot survive if you don’t have
anything to sell to your customers. In the future you may have your
own sales team, but if you are in startup stage, you need to create as
much sales as possible for your business. for that matter an
entrepreneur need to have excellent sale skills that will enable
continuous cash flow for the company. Your company is nothing
without costumer. You sell to them and make money from them.
Without customers you will not have enough money to finance your
normal business operations. So you need to have skills to ensure that
you can provide enough customers who buy your product and
services you sell.
An entrepreneur must be able to effectively communicate, sell focus,
learn and strategize. He must know how to sell the business ideas to
potential investors.

Networking skills ¼usVofdZax dkS”ky½: Before starting your business, in
the time of startup and after that as long as your company is live, you
must build your personal and business network. The more the
extensive network, the more you can create success network for your
company.

Negotiating skills ¼lkSnsckth ;k le>kSrk dkS”ky½: Everything in business
is based on negotiating skills. You have to negotiate with your
customers to make your deal. to suppliers to make a deal in your
favour. With your partners, sometimes with the community where
your company is located.

Financial skills ¼foÙkh; dkS”y½: you have a business that sells
something in exchange for money, so you need to have specific smart
skills related to revenue, costs, profits, taxes, cash flow, break even,
etc.

Leadership skills ¼usr`Ro {kerk½: As an entrepreneur you will lead
everything that you do. in your company your employee will also do.
if you add value to your skills, your employee will also add skills to
their activities. You will manage different people with different
background, knowledge, skills, and experience in your business
cause.

Time management skills ¼le; çca/ku dkS”ky½: too many activities and
too many tasks that require your engagement that will make your day
to day life look like chaos. You need to know all of your importance
and priority. You need to know what and when must something to be

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finished. You have to improve your time management skills, if you
want to become a high achiever.

Managerial skills ¼çca/ku dkS”ky½: Regardless whether you like it or
not. you will always need to manage your company, your plan,
strategy, recruit, motivate control and calculate.

Assertiveness and confidence ¼eq[kjrk rFkk vkRefo”okl½: While
listening is important for effective communication. You must know
the need to take control of the conversation, assert your opinions and
beliefs. You should listen to those making reasonable claims and
requests but also need to know when to say no.

Business strategy ¼O;kikj j.kuhfr½

Business strategy is a part of a business plan, which is a part of a big
conceptual structure called business modal. Business strategy is
defined as the road map, which leads to the desired goal. Business
strategy is a part of a business plan. While the plan sets the goals and
objectives, the strategy gives you a way to fulfill objectives. Business
goal is achieved by effective execution of different business strategies
while every employee, partner, stakeholder focus on fulfilling a single
objective.
The main focus of business strategy is to fulfill the business
objectives, it gives the vision and direction to the business with clear
instructions of what is to be done and how it needs to be done and
who all are responsible for it. It improves efficiency. It gives
competitive advantage by capitalizing on the strength of the business
to position the brand in a unique way. It gives control by deciding the
path to be followed and interim goals to be achieved. Thus it makes it
easy to control the activities and see if they are going as planned.

Levels of business strategy:
Business strategy can be defined into three levels.

1. Corporate level strategy: it is the highest level of strategy. It sets
the vision, mission, and corporate objectives for everyone.

2. Business unit level strategy: It is a unit specific strategy, which
differs from different units of the business.

3. Functional level strategy: Functional level strategies are the
actions and goals assigned to various departments that support the
business and corporate level strategies. It specifies the outcome
achieved by the daily operations of different departments of the
business.

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What is marketing ¼foi.ku½ ?

The activities and process of creating, communicating, delivering, and
exchanging offerings that has value for customers, clients, partners
and society at large.

What is marketing mix? : Marketing mix has been defined as the set
of marketing tools that a firm uses to pursue its marketing objectives
in the target market. It consists of four broad levels of marketing
decisions: product, price, place and promotion. This original
marketing mix concept has been extended into people and physical
evidence.

: Digital marketing is defined as achieving
marketing objective through applying digital technology.

¼dWfj;j dks dSls O;ofLFkr djas½

Even if you work for a big organization and you are on your own. Of
course, business offers career paths, training and team building. They
want to be fair as well, but they also have their limitations. They are
subject to changing market conditions like mergers, acquisitions and
takeovers. So, anything may happen, that is why your employer
cannot be responsible for your career. You have to take charge of it
yourself. If you think and expect your company to take care of you
and do the right thing for you, you are often disappointed. No one can
care more about your career than you yourself. So, don’t just throw
yourself on the mercy of employers and let the things happen. You
may have a painful and dead-end job, and get trapped in an unhappy
life style.

Here are a few important tips on managing career:

1. Think of your career as a public relation campaign ¼vius dWfj;j
dks tulEidZ vfHk;ku dh rjg le>uk½%
Just like running for a political office, your goal should be to get
maximum people to like you as quickly as possible. Every person
male, female, old and young is important for you; treat them all with
kindness and respect. Make life a little easier for those around you
and your career will benefit from it.

2. People Skills or Human Skills ¼yksxksa ds fnyksa dks thrus dh dyk iSnk
djuk½: ‘People skills’ are just as important as ‘technical skills’ because
even in high technical jobs, you have to work with others. Many
outplacement candidates are technical superstars who have been fired.
They knew their jobs, but could not collaborate or get along with

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others. Average performers with strong human skills often last longer.
It is better to be a ‘people’s person, with average skills than to be an
abrasive expert who always tries to win at the cost of others.

3. Keep yourself updated ¼vius vkidks gj {k=s ds Kku ls llq fTtr j[kuk½:
Always try to keep yourself abreast of every development around you
and the world. Don’t be like an island, which is cut off from the rest
of the world. Upgrade your skills by learning something new
everyday, otherwise you may lag behind. You will become out of date
and unmarketable in future.

4. Be consistent and persistent in your goal ¼vius y{; ds izfr LFkk;h
jguk vFkkZr y{; ckj&ckj u cnyuk ½% Always have singularity of purpose.
Once you have decided your goal, never derail from it. Jumping from
job to job, from salesperson to customer service representative, then
to a teacher, staff accountant and technical writer is not a career. Start
as an accounts clerk, then progressing to junior accountant,
accountant, controller, chief financial officer and vice-president
(finance) is a career built on itself over the time.
5. Enjoy what you do ¼tks djuk fny yxkdj djuk½% Put your heart and
soul into the job. Figure out your strengths. Keep building on them
and eventually rely on them to enhance your career.

How to achieve success in career

¼dWfj;j eas lQyrk dSls ikz Ir djas½

Planning for better career option ¼csgrj dfjvj dh ;kstuk cukuk½%
Don’t suffer an abusive employer anymore than you would suffer
an abusive spouse. If your job is hurting you, make plans to get
out as soon as possible. You deserve the very best. Don’t wait to
look for a career planner till you are fired, short on cash or need a
high-paying job in less than a month. It is right time to plan your
career well in time.

Understand the real sense of personal power ¼O;fDrxr “kfDr
dks igpkusa½%Being powerful doesn’t necessarily mean overwhelming
or dominating others. Remember that sometimes power is
expressed by waiting, being silent or letting others win. You may
be black belt in karate, but being kind and soft-spoken is a basic
human quality. Therefore, you should not mistake kindness for
weakness.

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Practice success skills ¼lQyrk dh cqfu;knh ckrkas dks viuk;sa½% As in
soccer, the same way in career also, there are some basic skills
that produce the results. In football, it is blocking and tackling the
ball. In business, it is showing up on time. Finishing what you
start doing, doing what you say you are going to do, and helping
others to win.

Setting realistic goals ¼viuh {kerk ds vuqlkj y{; r; djas½% Your
goal should be achievable and reachable. It is a mistake to
establish lofty goals and fail to meet them, and then beat yourself
up for failing. It is better to establish a small reachable goal and
achieve it, and then establish another small reachable goal; this
builds a success momentum.

Limit your success ¼viuh dke;kch dks vius fy, ijs”kkuh u cuus nas½%
Too much success may kill you. Ask yourself if the price you are
paying for success is costing on your health and personal
relationships. Is your professional life affecting your personal
life? If the answer is yes, re-evaluate your priorities and make
some changes accordingly.

Read how to argue and win every time ¼yksxksa ls rdZ djus vkSj
mUgas thrus dk lgh <ax lh[ksa½% Credibility comes out of the bone.
Force your communication upward (i.e. to your employer or
boss). People often think that if the boss is not saying anything,
everything is okay. Sometimes bosses are poor communicators or
your boss may be preoccupied and might appreciate your taking
the initiative to keep the things on track.

Hard work is hardly enough for success ¼flQZ dfBu ifjJe gh
lQyrk ds fy, dkQh ugha gS½% Climbing the Career ladder is not an
easy job. It is not everybody’s cup of tea. People, who occupy top
slots, have to go through tough time. Although hard work is an
important component of success, yet it is not enough to ensure
success especially in today’s global environment. Besides hard
work, one has to have good leadership qualities, positive attitude,
honesty, sincerity, enough patience and many more to reckon
with.

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Don’t be a lone ranger

¼rUgkbZ ilUn u cuas vFkkZRk Vhe ds lkFk jguk rFkk lg;ksx djuk lh[kas½

Whether you like it or not, you need to be seen as a team player in
order to scale the career ladder. Everybody wants to form a team, be
on a team, lead a team, be part of a team, and in the more strategic
sense, teams want to partner with other teams. Why so much steam
over being and working as a team? Because as we all know that,
many great feats are achieved when individuals come together and
work for a common goal. Why is an ability to be a team person so
hyped up? An organization is, in fact, a large team, comprising
several small ones. The growth and sustenance of this large team
depends on the smooth functioning of the small teams. Therefore, it is
important that at the micro level, all the team members work with a
spirit of togetherness and towards a common goal so that at the macro
level, the organization progresses. So, who is a team player, of course
a person, who works well with other people on any project?
Employers like it when their employees get along, pool their
resources smoothly and get a job done.

Here are a few things we can do to be a good team player:

Know when to co-operate ¼lg;ksx djus dk lgh le; tkuas½% While
working with others, be willing to compromise. It is true that you
have to compete with your colleagues, especially if you have similar
job profile for the boss appreciation, for a raise or promotion. But you
don’t have to always show that you are one-up. Analyze the situation.
If it is a team project, you need to blend with the team and co-operate.
Even if your part of the project is done, it will only hurt your image if
you don’t show team spirit and help the team achieve its target.

Help others ¼nlw jksa dk lg;ksx djas½% Think of ways to solve the team’s or
your teammates’ problems. When you take initiative in helping
someone else, they will definitely pitch in (co-operate) for you when
the time comes.

Believe in ‘We’ ¼lcdks ,d lkFk ysdj pyas½% Neither try to show off how
efficient you are, nor belittle your teammate. This will do you no
good. You will be left alone. Don’t demand that only your ideas be
used. Listen to others and try to give credit to their ideas as well.

Show loyalty to your team ¼viuh Vhe ds izfr oQknkj jgsa½% Think of your
team as your family. Will you leak your family’s secrets out? Will

215

you abandon your family members when they are in a crunch and
doing their best to achieve some target? Will you walk out on your
family when there is loads and loads of work? Deal with the team the
same way you’d deal with the members of your family in such
situations. Be committed to the team’s growth and improvement.
Think of ways to help your team meet its goal.

Share the results ¼dke;kch dks vkil esa ckaVas½% When your team fails to do
something, don’t go to the boss saying that it is everyone else’s fault
and that you had done your bit. The boss will give you no
appreciation. He will most likely ask why you didn’t help others when
you had the time. You need to understand that you will be viewed as a
group and if your team succeeds, you succeed. If your team fails, you
need to share the blame.
Also in situations where you achieve something good, don’t just walk
up to your superior and say it was all because of you that it could
happen, even if it is true. If you share the praises with your team
members, they will feel appreciated and will stand up for you and
respect you. If you do these things, you will be a better team member.

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Qualities of a good boss ¼,d vPNs ekfyd ds xq.k½

Hires excellent employees and has the courage to terminate those who
are incompetent, lazy or so divisive that their liabilities outweigh their
benefits.

He always inspires the team members and is resourceful when an

1. Employee gets stuck in any work.
2. Calls few meetings, uses e-mail and phone where possible and his

meetings are usually short and focused.
3. Insists on ethical behaviour even if it hurts the bottom-line

(financial loss) and provides maximum opportunities for those
who enjoy being creative.
4. Does most evaluations informally in the form of observation and
gives tactful suggestions for improvement.
5. Provides training opportunities, especially those that build on an
employee’s strengths rather than those that attempt to remediate
(correct) weaknesses.
Here are a few useful questions meant for your boss:
1. Am I meeting your expectations? Am I important on the projects
most important to you?
2. Are you getting the kind of feedback you need?
3. Would you like more documentation or reports from me? How
could I make your job easier?

How to Judge a good Company ¼,d vPNh dEiuh dks dSls ij[ksa½
1. A good company offers products or services that make the
world a better place, has interesting projects throughout the
organization, and provides the resources to ensure that they
are completed on time.
1. Offers best in the industry salary package.
2. Gives health care benefits to all employees. Your company is
not good if its employees cannot afford to get their ulcer
cared or teeth fixed.

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Presentation means to present all the relevant details to the interested
target audience on a specific topic in a participative manner. “In a
participative manner” means to ensure the involvement of both
speaker and listeners. Presentation may be made in classrooms,
seminars and conferences on assigned topics. Presentation is a newly
developed form of interactive communication, for example;
Salespersons give presentation on various products and services
where they explain the functional and operational parts of the product.
They also highlight the qualities and features of the products.
Presentation becomes more important and helps to explain the
technical and other salient features related to the product.

Presentation is emerging as a popular means of
communicating ideas and concepts. In big organizations, presentation
scheduled on important topics are made to CEOs, top management
and to the board members. Whenever a selection is to be made for any
particular assignment, the contenders are normally asked to make a
presentation and depending on this presentation, evaluations are
made. For example, short listed advertising agencies may be called
upon to make a presentation before the final selection is made, but
developing presentation skills is not an easy job.
One has to work extra hard and make conscious effort to develop this
skill. One should be a good communicator. One should have control
over language and the topic one is going to speak on. One should
learn to express oneself clearly and precisely. One should not be
afraid of facing the audience and should be well versed in using the
audio-visual aids, if any. One should synchronize verbal delivery with
audio-visual message. The presentation should be well tailored to suit
the interest of the target audience. The time allotted to the
presentation should not exceed the given limit, otherwise it will dilute
the message and impact will not be favourable.

¼izLrqrhdj.k dh dyk dks fu[kkjus dk <a+x½
Most people fear making presentation simply because they are afraid
to fail. They think that if they make the presentation, they will commit
mistakes, and this will make them feel embarrassed in front of the
listeners. Therefore, they suffer from presentation phobia. There is no
reason to fear if you are well prepared for the same, slogging day in
and day out is not the solution. To end this fear and win the listeners

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over to your side, you have to develop the ability and equip yourself
with all the required things to convince the people. Today making
presentation is an integral and unavoidable part of corporate work
culture. You cannot escape from it. Instead, get yourself ready in all
respects to take a plunge. You should always be prepared for
presentation, as it is imperative for your success.

1. Mind these points before the presentation ¼iLz rqrhdj.k ls igys bu
fcUnqvkas ij /;ku nas½
Go through plenty of books, magazines, journals, periodicals and
newspapers for general awareness. Keep touch with experts in the
field to add to your information base. If you have extensive research
on the topic, you can choose and select the best stuff for effective and
successful presentation.

2. Enthusiasm ¼meax@mRlkg½% Your success depends on your
presentation. Any presentation without enthusiasm and confidence
leaves no impression. The way you put your ideas reveals your
enthusiasm. You should be excited and have no dull look even for a
moment.

3. Good communication skills ¼ckr&phr eas fuiq.krk½% Communication
includes good idea and delivery of idea. You may have a lot of
knowledge but if you lack the ability to express, you cannot be
effective. Delivery means your tone, voice and pause in between the
sentences you speak, which controls the delivery of your speech. This
can be improved through practice. If good ideas are combined with
good communication skills, they make a favourable impression on the
listeners. This is the most important fact that differentiates a leader
from the followers. The expression should be logical and relevant to
appeal to the emotion of the listeners.

4. Know your audience ¼vius Jksrk ds ckjs eas tkusa½: You must have an
idea about the audience profile; different people will be interested in
different aspects of a subject for different reasons. So, if you have an
overall idea of your audience needs and expectations, you can have
well-tailored contents to suit the audience. Your presentation will be
more effective and successful if you give your audience something
new and more than what they already know. Always end your
presentation with an action point to make it persuasive and
convincing.

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1. The flow of talk should ideally begin by stating the purpose
of the talk and providing a preview of what will be covered.
Make sure that the preview should be quick summary of
outline of your talk. In the middle of your talk, you could go
through the outline in detail, covering every point. Be sure
not to miss any point promised in the preview. Summarize
your talk in the end and ask for appropriate ideas, if any.

2. Organize your material in a logical sequence. Write down
your ideas or you can make a rough outline of your talk. Then
arrange the presentation according to topics based on the
outline.

3. The duration of a presentation depends on various factors
such as the nature of the topic, its importance, relevance to a
particular situation and audience profile. Normally twenty
minutes is allotted time for presentation.

4. Most importantly arrive at the venue early to check out the
room and equipment on the day of the presentation. If it is
possible, go through the topic once again before the arrival of
the audience.

5. Before initiating the presentation, check the microphone.
Make sure that you are audible even to the person in the last
seat.

6. Eye contact is very important during presentation. Give each
audience at least a minute of your time to keep them
involved. Know their reaction and level of interest, and then
change your presentation to suit them.

7. Words spoken during the presentation must sound like
conversation. Otherwise, the talk will seem affected and
unnatural.

8. Do have a sense of humour; it works like anything, but excess
of everything is bad. An overdose of humour can spoil the
otherwise fine presentation and damage your creditability.

9. To stress and emphasize any point, you could modulate your
tone, pitch of voice and use gestures.

10. You may use visual aids to add power to your presentation.
Visual reinforces the presentation and help the audience
remember your talk even after the presentation is over.

11. Try to stick to the outline of your visual and notes. Don’t
deviate from your talk and be focused on your topic.

220

12. If you think that your process of thought will be disturbed
with questions in between your presentation, tell your
audience that a session of question and answer will follow in
the end.

13. Psychologists suggest that 80 percent of people suffer from
stage phobia/fright. This problem can be overcome and
removed by more exposure and speaking practice. To
overcome these presentation related problems, you could
attend workshops and seminars that provide stress–relaxation
and confidence building to remove nervousness and create
confidence. However, a little bit of fright is advisable by
many professional speakers simply because a little anxiety
pumps you up, keeps you sharpened and alert. This will help
you do the wonderful job.

14. At the conclusion, go over the main points and tell the
audience what action they should take on, at least what you
expect them to have learnt or want them to believe.

Attitude is a acquired state through experience. It is a mental and
emotional entity that characterizes a person. More than anything else,
you should have the right-attitude to enjoy and succeed in your work.
It is our attitude towards our life and work that makes them better and
pleasant. It inspires you to believe in yourself and in your abilities to
accomplish your goals. Attitude is always 100%. Look at the
following:

Explanation: In the following sequence, if A stands for 1, B for
2 and so on, then we find:

= H+A+R+D+W+O+R+K= 8+1+18+4+23+15+18+11 =
98%

K+N+O+W+L+E+D+G+E=11+14+15+23+12+5+4+7+5= 96%

= L+U+C+K = 12+21+3+11 = 47%

In the above, we find that none of these words counts for 100%, but in
the following, we find:

A+T+T+I+T+U+D+E=1+20+20+9+20+21+4+5
=100%
This means that attitude is everything. You can always make your
work place more rewarding and enjoyable when it is 100%.

221

Presentation on any topic in the company ¼lLa Fkk eas fdlh fo’k; ij
iLz rrq hdj.k½
dqN Interviews esa Personal interview ls igys candidates dks cksyus ds fy,
dksbZ fo’k; (topic) nh tkrh gS vkSj topic ij vPNs presentation ds ckn gh
personal interview ds fy, select fd;k tkrk gS; tSls]
Good Morning /Afternoon respected, Sir.
Ladies and gentlemen /my dear colleagues.
I am………………….
Thank you interviewer for giving me such a fantastic topic. Well, it
remains my pleasure and honour to present this topic to you. I would
like to categorize my topic into three parts. Firstly definition of
corruption, secondly its impact on society and thirdly its solution.
(The candidate gives the presentation on the topic ‘Corruption’)
After the topic is over, the candidate expresses his thanks and says,
“once again, thank you interviewers and listeners for your kind
cooperation.”
Presentation in the class room ¼d{kk ds vUnj izLrrq hdj.k½
Respected Sir and dear friends
Good morning /afternoon /evening to all of you.
Today my topic is ‘Globalization’. Or
I have been given /assigned the topic ‘Globalization’ and I am going
to speak on the same. /I am going to deliver my speech on the same.
(speech ds lekIr gksus ds ckn dgsa½
Thank you very much.

Presentation on Republic Day ¼x.krU= fnol ij izLrqrhdj.k½

Honourable chief guest, Mr. A.K. Tiwari, my colleagues and dear
listeners
Good Morning and happy Republic Day to all of you.
It is a matter of great pleasure and honour for me to be present on this
historical day.
As you are aware of the fact that today the whole nation is celebrating
republic day and we have also gathered here for the same. I would
like to discuss the importance and message of this day. Republic Day
is a very important day in the history of India. Actually, after a long
struggle against the British government, India got freedom on 15
August 1947. The British ruler handed over the power to Indians, but
we did not have our own constitution. We were simply following the
British constitution. On 26 January 1950, the Indian constitution was
implemented and we got real freedom.

222

But are we really free in true sense? Are we enjoying the fruits of
freedom? Are we living with those principles and values laid down by
our freedom fighters? Today our country is facing a number of
problems such as poverty, starvation, unemployment, inflation,
illiteracy, corruption and so on. Do you know the root cause of these
problems especially corruption? I think lack of proper education is the
main reason, which has given birth to other problems. In our schools
and colleges, we are providing only academic and technical
education; we are not bothered about ethical and moral education. We
are focusing on career development but not on character development.
Students are not inculcated with right values. As a result, they don’t
know the difference between fair and unfair, right and wrong, good
and bad. Once these values are infused into them. They will develop
patriotic feelings and goodwill. Then automatically their behaviour
and action will be controlled. Whatever they will do, they will do it
for the welfare of the people and prosperity of the nation. This way,
we can get rid of all the social ethical and moral problems of our
country, Thank you!

Honourable/Reverend Chief Guest A.K. Singh
My colleagues and dear audience
Good Morning to all of you and happy New Year.

As you are all aware of the fact that today, we are going to celebrate
our annual function of the college. It is a matter of great pleasure and
honour for all of us to be present on this great and eventful day.

First of all, I would like to call upon the honourable Director of the
college to come on the stage and shower his blessing on us, and
unfold the enigma of this fabulous function.
(The director gives the formal speech and after this, the New Year
function starts)

Now! Now! Hold your breath.
The real time for the show has come. Can I have the pleasure of
calling Mr. Amit Kumar to come on the stage and rock the audience
by his performance?
Audience! Please give him a big hand.
Yes Mr. Amit Kumar, what are you going to perform today?
Anything special for your audience? Amit, “Yes, today I am going to
sing a rock song. Hope I can do justice with my performance. O.K.
carry on. (After the performance, the anchor appreciates Amit by
exclaiming)

223

(What a marvelous performance! Well done! Once again, give him a
loud cheer.)

(After consecutive performances by other students/artists)
Well, Now I am feeling to break something, guess what? …pause….
No guesses,….Yes You,…No…. O.K., I am going to tell you.
Actually, I am not going to break anything but we need a break. I
hope you get me now.
(After the break is over the programme resumes)

Once again welcome back to the programme. I am sure you must be
feeling, energetic and charged up after the break. Now to maintain the
rhythm and temperament of the programme, once again hold your
elements. Some scintillating performance is going to be conducted by
the one and only Ms. Priyanka Jaiswal. Please come on the stage and
do the needful (After the performance the anchor exclaims by saying)

Wow! What an incredible performance! Well done!
So, we have come to that stage whereon this memorable, fantastic and
sizzling ceremony shall be remembered for a long-long time to come.
Now I would like to thank our honourable guest A.K. Singh,
Reverend Director Mr. Rakesh Rai, my colleagues and, of course, the
nice and cooperative audience like you, and above all the participants
who made this event a memorable and great success. With this, I
announce this programme to cease, but not forever. We are again
going to meet on this stage on the same day, same time, but next year.
Thank you!

224

¼lewg ifjppkZ½

Group discussion is one of the most effective methods employed
by hiring employers. In fact, the employers observe how you make
yourself heard and noticed in a large group through GD. The
companies wish to screen the candidates by observing how an
individual behaves and stand out from among his groups through
attire, manners and body language. The skills measured during GD
include communication and interpersonal skills, team spirit, group
interaction skills, leadership, organizational and stress
management skills.

Group discussion as a part of selection

¼lewg ifjppkZ] fu;qfDr dk ,d vax½

In view of today’s competitive environment, the companies or
organizations have to sort out the capable candidates through GDs
and personal interviews. Candidates are called upon to participate
in group discussions when they apply for certain job positions in
any prestigious organization. At the end of the group discussions,
observers evaluate the performance of the participants as per the
well-defined parameters.

How to excel in GD

¼lewg ifjppkZ eas dSls opZLo gkfly djsa½

Group discussions may or may not go as per the given guidelines
and criteria. Sometimes controversial topics may lead to argument
and conflict that may result in confusion and disorder. Under such
adverse and unfavourable conditions, the candidates having
leadership qualities and powerful expression will come forward,
intervene, manage and control the situation. The candidate should
have moderate approach. He should not be too hesitant, too bold or
too submissive. If the topic is such that one has to speak in favour
or against, the candidate should support his viewpoint with facts
and illustrate with examples. One must avoid these things. For
example, threat, anger, domination and personal attack. Sense of
humour, wit, presence of mind, enthusiasm and confidence are
very helpful during group discussion.

225

¼D;k fo|kfFkZ;ksa dks jktuhfr ls nwj jguk pkfg,\½

After the announcement of the topic, there was clamour and the
Situation became chaotic, but soon the noisy situation disappears and
candidate No. 5 gets up. He starts speaking in a firm and loud voice.
No. 5: My dear friends, may I request your kind attention, please?
The time limit allotted for GD is only 15 minutes. Why should we
waste time? Let us start the things. It is high time to start the
discussion so that we can finish it in the given period.

No. 1: Hey Gentleman! Who told you to start on everybody’s behalf
and become a leader?

Showing very rude manner.
No. 5: It is not the matter of being a leader. The issue is that we have
been allotted a fixed time period to complete our task. I am sure
everybody realizes the importance of time. For this reason, I took the
initiative.
No. 3: We do agree with you No. 5. You please proceed ahead.
No. 5: I think it would be better to start the discussion immediately.
Now I would like No. 1 to start the discussion keeping in mind that
the time limit allowed for each one of us is 2 to 3 minutes only.

No. 5 has been able to handle the situation. He has
shown leadership ability by coming forward, and that is clear from the
fact that everybody agreed to listen to him. He is very friendly and
has cordial manner in approach. He has taken the initiative and
launched the group on the task.

No. 1: Thank you for supporting me, friends. The topic given to me
is “Should student remain away from politics.” Well, students are the
most important part of any country and form the major part of the
country’s population. They are reservoir of energy and fired up with
passion to do the things. They cannot be isolated and kept away from
the nation building exercise. If we turn over the pages of history, it is
full of such examples where students played very vital role to free the
nation from the hands of dictators by overthrowing them. They fought
against injustice, exploitation, corruption and other social evils.
As our government has lowered the age to 18 for voters, so it would
be unwise to expect students to avoid politics. Their participation will
create political awareness in them and they will become mature over
the time. They can take part in nation building and make the
democracy strong. So I think students should neither be kept away nor
debarred from politics.

226

No.1 has used the opportunity in an appropriate manner.
He created good impression. He has also given reasons for why
students should take part in politics. He has displayed confidence and
excellent power of expression with proper body language. He spoke
in a brief way, but very effective and impressive to the point. He is
sure to be selected.

No. 2: Hello friends, our present politicians are corrupt and
opportunist. They are selfish and care for their personal interests only.
They have destroyed the ethics and values, which has affected all our
systems like economy, administration and other occupations. They
promise the moon and the sun, and indulge in political gimmicks.
They sacrifice the national interest for personal or party interests.
They are a bunch of people with degraded values and principles of
life. Power achievement seems to be the only motto of their lives.
They use all kinds of unfair means like money and muscle power.
They depend on these things for winning election so that they can
relish the political power. Today’s politics has lost its way and lacks
morality. The depraved politicians are participating in the mad rush
for grabbing power at any cost.

No. 2 has displayed great power of expression. His
speech has the force. He has been able to convince and drive his idea
home by fluent speech. His views reflect his personality. He is very
assertive and his speech is full of punches. He is fit for selection.

No. 3: The primary duty of a student is to focus and concentrate on
his study. He should not divert his energy elsewhere. He should not
be trapped by politics, as it is a dirty game and last resort of
scoundrels. So I think students should not waste their time and hard
earned money of their parents in politics.

No. 3 has failed to present his viewpoint in an elaborate
manner. He is devoid of original ideas and has negative approach. He
is speaking on the topic just for speaking. He cannot contribute to
organization for its progress. He lacks creative ideas. So he might get
rejected.

No. 7: Friends, students have always played a very important and
positive role in bringing about social and political revolution in any
country or society. Indian history is full of such examples. Many great
Indian leaders had school and college background like Mrs. Indira
Gandhi, Shri Lal Bahadur Shastri, Shri Chandra Shekhar Singh, etc.
Many students ’ unions like Assam students’ union, All Manipur

227

Students’ union, All Bodo Student’s union are very powerful unions
in India and have great influence in their respective states. They are so
powerful that they can get their demands fulfilled easily. Students’
union has played very creative roles in other countries also like
America, South Korea and China. Some years ago in China, the
students’ agitation and protest of Tiananmen Square shook the China
government and attracted the attention of the world community.

Comments: No. 7 has spoken very well with remarkable grit and
confidence. His speech was lucid and clear. He has enough subject
knowledge and original ideas to support his views. He is most likely
to be selected.

No. 8: Friends, students’ age is called the formative and character
building years, during which a student
develops his overall personality. His political exposure at this age will
help him to become politically mature and develop political sense.
This exposure will enable him to face challenges of life in a
successful manner. Students get an opportunity to interact with all
kinds of media like television, press, radio, etc. They come across
different kinds of people with different Cultural, social and political
background. Their behaviour is modified and change is affected. They
learn how to adopt in different environment and adjust themselves.
They can present their views and accept others’ good views. So these
exposure develop leadership abilities in them. While talking to media,
they learn how to give the answer in a tactful and diplomatic way.
They are able to learn practical skills that enable them to deal with
real life situation.
The question is who will rule the country if the educated people
become disinterested in politics and maintain a distance from it. The
recent parliament election has witnessed the participation of some
young bloods like Rahul Gandhi, Varun Gandhi, Sachin Pilot, Jyoti
Raj Sindhiya and many young graduates, which is a good sign. So, I
think it is the need of the time to encourage young blood to take part
in politics for strengthening the nation. Through politics, they develop
leadership skills and enhance their general awareness about what is
happening around them and around the world. They keep themselves
informed. They become good orator and communicator. They also
become authoritative and assertive in their approach, and develop the
persuasive power to drive the idea home and win over the heart and
confidence of the people. They come to know about the different
problems of the country and develop resourcefulness to solve these
problems. So, I am of the opinion that if we want to realize the dream

228

of becoming a developed nation, we must ensure students’
participation in nation building exercise. Criminals and anti-social
elements have hijacked politics. It is high time to put an end to
criminalization of politics, corruption and communalism, but at the
same time, participation of students should be limited and balanced.
They should strike a balance between politics and academic
development.

No. 8 has given a very balanced view. He has shown
depth of knowledge and has good grasp over the subject. His ideas are
clear and up to the mark. His presentation and power of expression
show that he has leadership ability and can contribute towards the
organization.

No. 6: Friends, politics is not the job of students. It is for the
politicians. It would be very unwise to allow students to take part in
politics. This will not provide them bread and butter or any
employment. So I think students should not indulge in politics and
pay attention to their study and career only.

No. 6 has not been able to elaborate his viewpoint. He
has no idea about the subject and lacks confidence. Therefore, he is
likely to be rejected.

No. 5: Well friends, everybody delivered a good speech on the topic.
I don’t think anything is left for me to speak. I agree that students
should strictly keep away from politics because it will affect them
badly and spoil their career and character. As a result, they will
become selfish and corrupt. Therefore, students should try to prevent
themselves from politics.

No. 5 has no idea of his own on the subject. He has low
confidence and lack of interest. He is showing indifference towards
the topic. Instead of contributing to the organization, he will become a
liability. Therefore, he is likely to be rejected.

229

Interview

Points to be noted for sure success in interview:
Body language and its possible interpretations
¼”kkjhfjd gko&Hkko rFkk muds lEHkkfor vFkZ½

Positive vibes ¼ldkjkRed Hkko½
¼lk{kkRdkj ds nkjS ku bu gko&Hkko vkjS “kkjhfjd Hkk’kk dks viuk;sa½

Body language Meaning

• Open arm and handshake open and receptive

• Leaning forward interested in the conversation

• Smiling friendly

• Eye contact with occasional or natural breaks focused and curious

• Nodding while listening attentive and alert

• Open palms approachable and trusting

• Gesturing with hands while talking genuinely involved in the

conversation

• Upright shoulders positive

Negative Vibes ¼udkjkRed Hkko½

¼lk{kkRdkj ds nkSjku bu gko&Hkko vkSj “kkjhfjd Hkk’kk ls cpas½

Body language Meaning

• Drooping shoulders unsure

• Crossed arms closed off or defensive

• Standing with hands in the pockets unsure or suspicious

• Crossed arms and legs very reserved and suspicious

• Fidgeting, running tongue along teeth, playing

with hair or Jewelry, tapping feet nervous or bored

• Lack of eye contact or staring too much

without breaking a gaze Untrustworthy

• Leaning back uncomfortable

• Clasping hands behind the head while

Leaning back looking to gain power

230

Major Interview turn-offs
¼lk{kkRdkj esa foQyrk ds cMs+ dkj.k½

1. Poor presentation
2. Poor eye contact
3. Being unprepared for the interview and making excuses
4. Poor grooming and hygiene
5. Dishonesty, fabricated answers
6. Poor language usage, slang, poor grammar
7. Poor communication and presentation skills
8. Lack of professionalism and poise
9. Shallow, inappropriate questions or answers
10. Early discussion or questions about salary and benefits
11. No career direction, not knowing self
12. Lack of knowledge, skills and experience
13. Lack of professional appearance
14. ‘Know-it-all’ attitude
15. Unrealistic goals, career and job expectations
16. Overly aggressive, hostile, manipulative behaviour
17. Lack of enthusiasm
18. Arrogance, cockiness
19. Abrasive, rude, demanding
20. Lack of interest
21. Lack of knowledge about the company and industry
22. Egoism and over-confidence
23. Talking too much or too little
24. Tardiness, not showing up at the right time for the

interview
25. Failure to communicate qualifications effectively, no

elaboration or examples
26. Deficient in social and conversational skills
27. Inappropriate attire (poor dress sense)

Note: The dress code may include a suit, a tie, a full sleeve shirt
and other accessories that add to the smartness of the candidate.
After reaching the venue, the candidate should look at the mirror
and make sure that he/she is presentable.

231

Q1 . Tell me something about yourself. Or Could you describe
yourself in a few words? /Kindly brief yourself.

I am…
I am resident of…
I have done my schooling from St. Thomas, Delhi, and then I
graduated in Science from Lucknow University. As far as my
professional qualification is concerned, I have appeared in the last
semester of MBA having specialization in marketing. My family
comprises of my father, who is a government servant. My mother
is a school teacher. I have two brothers; both are younger to me
and are pursuing their studies. My hobbies are singing and
gardening.
Or
Presently I am pursuing MCA from Lucknow University.
I am proficient in C and C+ +. I can work on java-based
technology.
My hobbies are reading books and playing cricket.

Q 2. Why do you want to join this company?

As far as I have gathered the information,
this is a promising /growing concern where I can get the exposure
as per my liking /candidature.
As per the information, this organization has it all that I am
looking for, i.e., the future prospects, good working environment,
better coordination, and many more to reckon with.

Q 3. What can you do for the organization?/Why should we
hire you?

I have all those abilities to work in
accordance with the company’s norms and use the required skills
for the betterment of the organization and myself. I am sure I can
prove to be a valuable person with all my experience and other
strong points.

Actually, apart from all other required skills
and knowledge, I feel that I have those strong points through
which your organization could reach its pinnacle, if implemented.

232

I am looking forward for such an opportunity
where I can develop my skills and grow with the company in terms
of achieving mutual goals by facing challenges, which I am
missing in my present job.

As far as my present job is concerned, I am
very much satisfied with it. The reason for leaving is simple. Since
this job is a contractual one, and the same contract is getting over
by the end of this month.

I am looking for an opportunity where I can
apply and exploit my skills and learn new ones for the betterment
of the company and myself.

I would like to see myself as a successful
personnel in a reputed concern with lots of responsibilities on
my shoulders regardless of whatever the field I would be
associated with.

Q 7. What are your strengths and weaknesses?
(Strengths) I am confident of myself, have

leadership qualities and lots of patience. I am also a good learner
and a team player.
I am a person with positive attitude. I believe in implementing the
things, which are properly planned. I believe in honesty,
hardworking and sincerity. Apart from these, I possess a lot of
patience.

(Weaknesses) My English communication is
not good, but of late, I have been trying my best to overcome this
problem by attending spoken English classes.

As far as strengths are concerned, I believe I
am hard working and punctual. For my weaknesses, I would admit
that I am a bit emotional and get carried away easily, but of late, I
am trying my best to control the same.

233

I think my experience will place me at the
top end of your range. (But if this question is asked early in the
interview, then the ideal answer for the fresher would be%
‘It is hard to discuss salary without first knowing a little bit more
about job and the responsibilities.)

I leave it up to the discretion of the
management but anything between 12 to 15,000 would be fine for
me.

I would like to have my salary between 12-
15,000/- plus other benefits as per the norms of the company.

As far as salary is concerned, I will be
expecting something between 10 -15,000-/, rest is up to the norms
of the company.

Q 9. What Can you offer us that others cannot?

Best answer: First, I would like to thank you for raising such a
beautiful question.
I have a record of accomplishment of multiplying wealth through
proper planning and developing strategies with team. As I am
organized and self-motivated, I will add value to the company
without requiring much supervision.

Q 10. What is your biggest achievement?

Although I feel my biggest achievement is ahead of
me. I am proud of my involvement with the last organization (x, y,
z) where I did a project on “How to reverse the brain drain” and I
was the team leader of this successful project.

Q 11. Are you working anywhere at present?

Yes, Sir. I have been working in ABC Pvt. Ltd. as a
sales executive for one year. or I have no working experience as
such.

234

Q 12. What did you enjoy most about your last job?
Of the many things that I enjoyed, was the strategic

part of my job. I liked setting concrete goals for myself and finding
ways to meet them. I also enjoyed analyzing market trends and
identifying the most beneficial time to enter the market. When I
was a manager, my team developed a new approach to
management and that became a standard for the company.

Q 13. What attracts you most in this job?

As I evaluate my skills and goals, I find that this job
maximizes on both. I will be able to merge my knowledge of
markets while making strategy for the sound financial future of the
company. As it is a big company, there will be opportunities for
increased responsibilities and challenges for me. So, this position
is quite attractive for me.

Q 14. What would be your ideal job?

I like challenging jobs, a fair rate of pay for the
same, nice colleagues, good working environment and opportunity
to learn new skills and improve myself.

Q 15. What makes a good manager?

Someone who listens to other people and can
delegate while maintaining
overall control of the task at hand. Bringing in the project on time
and within the budget, is good planner, decision maker and
resourceful with good interpersonal skills who can motivate his
subordinates for cooperation and coordination to achieve the
objectives of the organization.

Q 16. Do you work well with others?/Are you a loner?
It all depends on situation. I have not any problem

in working alone or in a group. I am happy in both the situations.

Q 17. Do you know how to motivate others?

Yes, I find out what motivates a person and give
them recognition for a job well done. I always encourage and help
them when required.

Q 18. What would you like to avoid in your job?

235

It will depend upon the situation I would be
facing in due course of time. but naturally, the factors harmful for
the organization and related personnel should be avoided to the
possible extent.

[

Q 19. Can you work under pressure?

Yes, I enjoy working under pressure because
pressure brings out the best in me.

yes, I usually find it stimulating, however, I
believe in planning and time management in order to reduce panic
deadlines within my area of responsibility.

Q 20. Have you ever done the best work you are capable of
doing?

Yes, I am proud of my professional achievements to
date, but I believe the best is yet to come.

Q 21. What motivates you?

New challenges, recognition from peers and seniors.
Looking back, how do you describe your career journey?

My career has been an adventure with no straight
path! Sometimes I walked, sometimes I ran, I also stumbled and
fell and then got up to dream and dare again. It has been a thrill
and fun throughout.

Q 22. What are your career expectations?

I regard my career as an opportunity to learn
different aspects of business and to get paid at the end of the
month.

Q 23. Have you any previous experience?

Yes, Sir. I have three years’ experience in sales field
or I am afraid I have no experience.

Q 24. You have no experience at all, how do you expect us to
give you this job?

Sir, I agree with you that I have no experience, but
you can risk on my abilities and traits to start with.
Why have you been unemployed for such a long time?

236
In fact, I was suffering from typhoid /cerebral
malaria for a long time. So it took time for the complete recovery.
Do you think that you are fit for the job?

Sir, I have the necessary qualifications and enough
experience in this field with good track record. So I think I am fit
for this job.

Q 25. What are your hobbies?

My hobbies are playing and watching cricket.
Who is the highest wicket taker in Test Cricket?

Muralidharan of Sri Lanka is the highest wicket
taker in test cricket, he has captured more than 800 wickets.
Can you name the highest scorer in one-day international matches?

Sure Sir, Virendra Sehwag , Sultan of Multan.

Q 26. Which cricket player holds the hundred international
centuries?

of course, the great Sachin Tendulkar.

Q 27. How long would you like to see yourself with us?

I would really like to settle down with this company
as long as I am growing professionally. There is no reason for me
to make a move until both the organization and I complement each
other.

Yes, I will carry on with my job. I know how to
strike the balance between personal and professional life.

Q 28. Are you ready to relocate?

Yes, I have no problem in relocation. I can work
anywhere under the sun.

Q 29. What do you wish to achieve in the next 10 years?
Hopefully, to make a difference to the people I

interact with and the companies that I work with. To stay curious,
learn and experiment.

237

Some important questions asked in call centers
¼dkWy lsUVj esa iwNs tkus okys dqN egRoiw.kZ iz”u½

Q 1. What is BPO?

Best answer: BPO means; Business Process Outsourcing, which
deals with CRM (Customer Relationship Management). Business
process outsourcing is the act of giving a third party (the smaller
concerns /franchise) the responsibilities of running what would
otherwise be an internal system or service. For example, an
insurance company might outsource its claims processing
programme or a bank might outsource its loan processing system.
It is a link between the customer & the Company. BPO may be
inbound or outbound. It is just like a help desk where customers’
queries are solved.

Q 2. What is call center?

Best answer: Call center is a place or network of places, where
customer queries can be dealt with the satisfaction of the
customers or Call center is concerned with catering to domestic
and international customers, solving their queries, reminding them
of payment of bills and providing specific solutions to their
problems. It is an end-to-end management between the customers
and the company.

Q 3. Why did you choose call center as a career?

Best answer: Call centers have opened the door for a bright future
and promising careers for both the beginners and experienced
people. I would like to join a BPO company so that I can enhance
my communication as well as professional skills.

Q 4. How will you improve your communication skills?

Best answer: I can improve my communication skills through
interaction with different types of people, and practice above all.

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Q 5. How did you spend your last Sunday?

Best answer: Last Sunday I woke up at around 10 am as I had a
late night on Saturday with my friends. I just got fresh, took my
breakfast and again went to sleep. As I was still tired, I woke up in
the evening at around 5 pm and went out to meet my friends in a
restaurant. After taking snacks, tea, etc. we all went to see movie at
the new theatre. After this, we took dinner and got back to our
houses.

Q 6. Is smoking Injurious to health and why?

Best answer: Yes, it is known to everybody that smoking is
injurious to health. Even after knowing the fact, people keep
smoking and they don’t care for their health and the people
surrounding them. Smokers do nothing but spoil their health,
pollute the environment and affect the passive smoker (who don’t
smoke).

Q 7. Which colour do you like?

Best answer: In fact, I like blue colour from my childhood. I don’t
know the reason but it suits me.

Q 8. What expectations did you have from your career when
you started working?

Best answer: I was initially looking for a stable yet challenging
job for myself where I would get an opportunity to put my
theoretical knowledge into practice. No doubt, I was keen on
getting a platform where I would have constant learning even at
the cost of a higher pay package.

1. Success usually comes to those who are too busy to be
looking for it. David Thoreau

2. Success is stumbling from failure to failure with no loss of
enthusiasm. Winston S. Churchill

1. Never let yourself be beaten down by any person or events.
Marie Curie

2. Success is not always greatness, it is about constancy.

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3. The best team in the world has the constancy and
chemistry.

4. What we most fear doing, saying or asking, those are very
often exactly what we most need to do.

5. The greatest education in the world is watching the
masters at work. Michael Jackson

6. Education makes people easy to lead, but difficult to drive:
easy to govern, but impossible to enslave. Peter Brougham

7. Tell me, and I'll forget. Show me, and I may not
remember. Involve me, and I'll understand.
Anonymous

8. The greatest glory in living lies not in never falling but in
rising everytime we fall. Nelso Mandela

9. Many of life’s failure are people who didn’t realize how
close they were to success when they gave up.Thomas
A.Edison

10. What sculpture is to a block of marble, education is to the
human soul. Joseph Addison

11. Silence and smile are the two powerful tools. Smile is
the way to solve many problems and silence is the way
to avoid many problems.

12. Practice is the best of all instructions. Publilius Syros
13. Always remember that you are absolutely unique. Will

Durant

14. Education without values, as useful as it is, seems
rather to make man a clever devil. C. S. Lewis

15. Don’t judge each day by the harvest you reap but by the
seeds you plant. Robert Louis

16. When asked how much educated men were superior to
those uneducated, Aristotle answered, 'As much as the
livings are to the dead.' Diogenes Laetius

17. Education is the best provision for old age. Aristotle

18. Education is what remains after one has forgotten what
one has learnt in school. Albert Einstein

19. Education comes from within; you get it by struggle, effort
and thought. Napoleon Hill

20. When you reach the end of your rope, tie a knot in it, and
hang on it. Franklin D Roosevelt

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21. The best and most beautiful thing in the world cannot
be seen or even touched, They are only felt by our
heart. Helen keller

22. The highest result of education is tolerance. Helen Keller
23. The roots of education are bitter, but the fruit is sweet.

Aristotle
24. If a man neglects education, he walks lame to the end of

his life. Plato
25. Education is the ability to listen to almost anything without

losing your temper or your self-confidence. Robert Frost

26. Genius without education is like silver in the mine.
Benjamin Franklin

27. Natural ability without education has more often raised a
man to glory and virtue than education without natural
ability. Marcus Aurelius

28. Establishing lasting peace is the work of education; all
politics can do is keep us out of war. Maria Montessori

29. The secret of success is constancy of purpose. Benjamin
Disraeli

30. If you don’t like any rule, just follow it, reach the top
and then change the rule. Anonymous

31. Science without religion is lame, religion without
science is blind. Albert Einstein

32. Success is waiting for your effort.
33. Education is what survives when what has been learned

has been forgotten. Anonymous

34. To make your children capable of honesty is the
beginning of education. John Ruskin

35. A person reveals his character by nothing so clearly as the
joke he resents. George Christopher Lichtenberg

36. Life is like a chocolate, you never know when you will
find the nut.

37. Don’t go where the path may lead, go instead where
there is no path and leave a trail. Ralph waldo Emerson

38. I don’t know the key to success, but the key to failure is
trying to please everybody. Bill Cosby

39. One of the greatest victories you can gain over someone
is to beat him at politeness. Josh Billings

40. Nothing great was ever achieved without enthusiasm.
Ralph Waldo Emerson

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41. Don’t reserve your behaviour for special occasions. You
can’t have two sets of manners, two social codes – one for
those you admire and want to impress, another for those
whom you consider unimportant. You must be the same to
all people. Lillian Richler Watson

42. Life is wonderful thing to talk about, or read about in
history books ˗but is terrible when one has to live it. Jean
Anouilh

43. If you are not failing every now and again, it’s a sign
you’re not doing anything very innovative. Woody Allen

44. The size of a person’s world is the size of his heart.
45. If you are in the process of learning, you are perfect.

46. If you fail to plan, you are planning to fail.
47. One can fool some of the people all the time, all the people

some of the time, but one cannot fool all the people all the
time. J. Washington
48. When love and skills work together, expect a miracle.

49. One can succeed by manipulation once, twice, thrice
but not always. Philip. Kotler

50. Success is the ability to go from one failure to another with
no loss of enthusiasm. Sir Winston Churchill

51. Management is nothing more than motivating other
people.” Lee Iacocca

52. Great mind discuss events, average minds discuss
incidents, and small minds discuss people. Roosevelt

53. If you look closely, most overnight successes took a long
time.

54. When things get tough, the tough get going.
55. Patience is the best remedy for every trouble. Titus

Maccius Plautus
56. Life is wonderful thing to talk about, or read about in

history books-but is terrible when one has to live it. Jean
Anouilh
57. One person with a belief is equal to a force of ninety-
nine who have only interests. Johan Stuart Mill
58. You will face many defeats in your life but never let
yourself be defeated. Maya Angelou
59. An education isn’t how much you have committed to
memory, or even how much you know. It is being able to
differentiate between what you do know and what you
don’t. Alec Boume

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60. Politics is perhaps the only profession for which no
preparation is thought necessary. R.L Stevenson

61. If you are not part of the solution, you are part of the
problem.

62. Be careful of reading health books, you might die of a
misprint. Mark Twain

63. We make a living by what we get, but we make a life by
what we give. Winston Churchill

64. Never trust the man who tells you all his troubles but keeps
from you all his joys. Jewish Proverb

65. The real man smiles in trouble, gathers strength from
distress and grows brave by reflection.

66. Try not to become a man of success but a man of value.
Albert Einstein

67. The highest reward for a person’s toil is not what they
get for it, but what they become by it. John Ruskin

68. Courage is doing what you are afraid to do. There can be
no courage unless you are scared not to become a man of
success but a man of value. Eddie Rickenbacker
Man cannot discover new oceans unless he has the courage
to lose sight of the shore. Andre Gide

70. The secret to happiness is freedom and the secret to
freedom is courage. Thucydides
Jump and you will find out how to unfold your wings as
you fall. Ray Bradbury
Life shrinks or expands in proportion to one’s courage.
Kites rise highest against the wind, not with it. Winston S.
Churchill
Attitude is a little thing that makes a big difference.
Winston S. Churchill
Continuous effort- not strength or intelligence- is the key
to unlocking your potential. Winston S. Churchill
Stand for something or you will fall for anything.

77. Courage means doing what is right, no matter what they
say. Maxime Lagace