Attitude

ATTITUDE

A SMALL TRUTH TO MAKE LIFE 100%

Hard work H+A+R+D+W+O+R+K 8+1+18+4+23+15+18+11 = 98% Knowledge K+N+O+W+L+E+D+G+E 11+14+15+23+12+5+4+7+5 = 96%

Love L+O+V+E 12+15+22+5 = 54% Luck L+U+C+K 12+21+3+11 = 47% (don't most of us think this is the most important???)

Then what makes 100%? Is it Money? Money ... NO!!!!! [M+O+N+E+Y = 13+15+14+5+25 = 72%] Leadership? Leadership ... NO!!!!

[L+E+A+D+E+R+S+H+I+P = 12+5+1+4+5+18+19+9+16 = 89%]

Every problem has a solution, only if we perhaps change our ATTITUDE To go to the top, to that

100%,

ATTITUDE A+T+T+I+T+U+D+E 1+20+20+9+20+21+4+5 = 100% It is OUR ATTITUDE towards Life and Work that makes OUR Life 100%

Why Attitude? • • • • •

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

Interpersonal Attitude

Hostile Dominant

Submissive

Friendly

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

A study (Harvard Univ.) on attitude reveals When a person gets a job or promotion - 85% of the time because of attitude - 15% due to intelligence & knowledge of specific facts and figures. Attitude is the FOUNDATION Success is the BUILDING

Factors determining attitude - Environment - Experience - Education Environment consist of

• Home • School • Place of work • Effect of media • Cultural background • Religious background • Traditions and believes • Social environment • Political environment

Benefits of +ve attitude • Increases productivity • Fosters team work • Solves problems • Improves quality • Makes a congenial atmosphere • Breeds loyalty • Increases profits • Reduces stress • Inspires others

While –ve attitude leads to • Bitterness • Resentment • Friction • Bad image • High stress levels for themselves and others Semi negative attitude

Paralysis due to Analysis

There are 8 general steps to build and maintain positive attitude •Change focus, look for the positive •Make a habit of doing it now •Develop an approach of gratitude •Build self esteem •Away from negative influences •Learn what to do and how? •Start the day with something +ve •Training & re-training

What is motivation ? Literally motivation means incitement or inducement to act or move. -Motivation is the drive that encourages action or feelings -Motivation means igniting the spark for action

Most people are good people , but they can do better. Most people already know what to do to improve their lives, but they are not doing it. What is missing – MOTIVATION Inspiration is a spark to kindle the fire of motivation

Types of Motivation

External Motivation Internal Motivation

External Motivation External Motivators - which creates external motivation * Money (incentive/bonus/commission) * Fame or fear * Social appeal * Security Advantages of External Motivation - It gets the job done quickly - It prevents losses by meeting the deadline - In the short run, the person’s performance may improve

Disadvantages of External Motivation - It is external - Motivation is there so long the motivator is there. Once the Motivator goes the motivation goes - It causes stress - Performance is limited to compliance - In long run , performance goes down - It destroys creativity - People gets used to the stick, every time a bigger stick is required

External Motivation is never valuable to any organisation

Internal Motivation Internal Motivator - Comes from within - A pride, a sense of achievement, a feeling of accomplishment, not for success or winning but for fulfilment that comes from having done something - Originates externally but its manifestation is internal - Gives a sense of belongingness - Long lasting & translates into self motivation

DE-MOTIVATING FACTORS -Unfair criticism -Negative criticism -Public humiliation -Rewarding the non-performer -Failure or fear of failure -Success leads to complacence -Lack of of direction -Low self-esteem -Lack of priority -Office politics -Unfair treatment -Poor standard -Frequent change -Responsibility without authority

MOTIVATORS Give recognition Give respect Make work interesting Be good listener Encourage goal setting Provide training Throw a challenge

TEAM WORK

TOGETHER EVERYONE A CHIEVES MORE

WORKING TOGETHER WORKS COMING TOGETHER IS A BEGINNING KEEPING TOGETHER IS PROGRESS WORKING TOGETHER IS SUCCESS

A good Team Member • • • • • • • •

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

Stages in Team Building Forming Storming Norming Performing

Why Teams? • When several people use their skills and knowledge together, the result should be a better project. • People working together can sustain the enthusiasm and lend support needed to complete the project.

CONVERGENCE & COMPETITION convergent tech. Future Industry Structure

Regulated market Current Industry Structure

Non-convergent technology

Competitive market

Cost

Customer retention Volume of purchase

Service

Behavioral attitude

Price premium

Margin

PROFIT Word of mouth

SALES

IMPORTANCE OF BEHAVIOUR/ATTITUDE & CUSTOMER CARE IN OUR BUSINESS

Effective Communication

Modes of Communication

•Speaking /Listening •Visualizing/Observing •Writing/reading

Essentials of Communication

•Source •Message •Medium •Receiver

Communication can be through

•Verbal (words) •45% •Non verbal (gestures/postures) •55%

Important parameters of effective communication

•Perception •Psychological/emotional •Filtering •Clarity of expression •Listening

Importance of SMILE

•Sell •More •Incurring •Less •Expenditure

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

You cannot change BSNL, but you can change your office atmosphere by changing your attitudes and behaviour and be an example for others!