TABLE OF CONTENT

S.No

Topic

Page No

Induction and Face of the company

Personality development & Grooming - Session 1

Personality development & Grooming - Session 2

Personality development & Grooming - Session 3

11

Personality development & Grooming - Session 4

13

Personality development & Grooming - Session 5

15

Communication Skills - Session 1

17

Communication Skills - Session 2

20

Communication Skills - Session 3

23

10

Communication Skills - Session 4

25

11

Communication Skills - Session 5

28

12

Communication Skills - Session 6

31

13

Team Work

33

14

Time Management

35

15

Stress Management

38

16

Interview Facing Skills - 1

41

17

Interview Facing Skills 2

43

18

Interview Facing Skills 3

45

19

Interview Facing Skills 4

47

20

Counseling - I

21

Introduction to Computers - Computer Applications

49

22

Basic Structure of Computer

50

23

Input/output Devices of Computer

51

24

Familiarizing various connections & components

52

25

Recap & Introduction to Operating Systems

53

26

Importance and Terminology

54

27

More about DOS

55

28

Operating Systems

56

29

Introduction to MS Windows

57

30

Applications of MS Windows

58

31

Functions of MS Windows 1

59

32

Functions of MS Windows - 2

60

33

Introduction to MS OFFICE

61

34

Introduction to MS WORD

62

35

MS WORD - 1

63

36

MS WORD - 2

64

37

Introduction to Excel

65

38

MS Excel - 1

66

39

MS Excel - 2

67

40

Counseling - 2

41

Introduction to PowerPoint

68

S.No

Topic

Page No

42

MS PowerPoint - 1

69

43

MS PowerPoint - 2

70

44

Introduction to Access

71

45

MS Access - 1

73

46

MS Access - 2

74

47

INTRODUCTION TO INTERNET

75

48

Connect to Internet: Applications

76

49

E-mailing and its practical applications

77

50

Exercises on MS Windows

80

51

Exercises on MS Office

82

52

Exercises on MS WORD

84

53

Exercises on MS WORD II

86

54

Exercises on MS WORD III

88

55

Exercises on MS EXCEL

89

56

Exercises on POWERPOINT

91

57

Exercises on MS ACCESS

93

58

Exercises on INTERNET

95

59

Counseling - 3

60

Test, Feedback, Certification

FACE OF THE COMPANY

Activity Slam Sheets

Fill up the Slam Sheet
Who am I?
My Qualifications
My favorite subject
My experience
I like doing
People I like
My hobbies
My likes
My dislikes
My strengths
My weaknesses
My attitude in life
My Introspection about this activity

This activity made you introspect about ___________________

When you deliberately think about yourself you begin to ____________________ yourself better.

I have also identified some of my __________________ & _________________

Activity 2

Activity Alladin ka Chirag

What am I going to be?
A Chirag (lamp) shaped paper is given to you. Write down what do you want to become immediately after this training
program, 2 years hence and 5 years from now.
My immediate wish is
______________________________________________________________________________________
Within 2 years I want to become
______________________________________________________________________________________
By the 5th year I must be
______________________________________________________________________________________
I will take advantage of my _________________________________

Activity The Boat Race

1. Why was it difficult to take the whole company (boat) along?
_________________________________________________________________________because everyone was
working in a ________________________ direction.
2. To represent a company means
To _____________ your goals to the __________________ goals

To work towards the ________________of the company

To put our ________________ interests before our interests

To give a picture of _______________ and trust to our customers

It is easier when everyone works in the same ________________

It is essential to be ______________________ (For Q 2 - Choose from the following words integrity,

company, align, direction, benefit, focused)

Companys
futureon
in my
hands
- My future in Companys hands Synergistic Relationship
Write
an
essay
the
topic
_____________________________________________________________________________________________
_____________________________________________________________________________________________
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____________________________
OHE HOUR PRACTICE SESSION:
KNOW YOUR PARTNER
Activity team of 2 participants needed
Stage I Individually do your self analysis. Think and write your strengths and weaknesses i.e. your positives and areas
of improvement quoting examples from your past life experiences.
Stage II- Exchange your Self- study sheets with your partner. Now each participant has access to their partners sheet.
Stage III- Now each participant has to give suggestions on strengthening the positives and means to develop areas of
improvement of their partners sheet.
The analysis should not be biased and strictly on the basis of your partners analysis of himself/ herself.
Stage IV- The participants will again exchange their sheets and go through their assessments.

PERSONALITY DEVELOPMENT & GROOMING SESSION 1

What makes up My Personality?
Our ____________________
________________________
________________________
________________________
________________________
make up our total personality and give us an aura.

WORDPOOL
Confidence, mannerism
optimism, Attitude etiquettes,

Learnings from the Thirsty Crow

The crow was __________________ and ____________________ in his approach that the water will ultimately
come up

Little _________________ increases our optimism and you feel the target is

We should be _________________ about our self, our work, about life and pursue things till we succeed
What is optimism?
Optimism is a ________________ outlook towards life
Optimists take _________________ and take active steps to change.
Pessimist vs. Optimist
The glass is half empty or half full

WORDPOOL
Optimistic, Persistent Success,
Achievable

Pessimist people see _______________________________________

Optimistic people see _______________________________________
Doughnut

Pessimist people see _______________________________________

Optimistic people see _______________________________________
Pessimistic people see difficulties in every opportunity
Optimistic people see opportunities in every difficulty

Game - I am an Optimist
What did I learn?

Throughout the game the person was made to remain _________________ and at the end he could reach his
goal

Success in ______________ ___________________ increases our optimism and you feel the target is
achievable

So break your goal into many _________________ units and achieve them one by one till you reach all.
Optimism gives us

right _____________________

builds our ___________________

WORDPOOL

energy to pursue the _______________________

Application
The customers are just round the corner. They are everywhere.
You must be optimistic that you will find them
Keep pursuing and you will be able to get customers and business

confidence,
direction, target

What is Positive thinking?

Read & Write

Positive thinking is a mental attitude that admits into the mind thoughts, words and images that are conductive
to growth, expansion and success.

It is a mental attitude that expects good and favorable results.

A positive mind anticipates happiness, joy, health and a successful outcome of every situation and action.
Whatever the mind expects, it finds.

Positive thinking is a mental attitude that admits into the

________________________________________________________________

It is an attitude that expects _________________________________________

A positive mind anticipates _________________________________________

Positive thinking game
Statement - It has been raining all day here..."
Positive twist - But it makes all the pretty flowers grow."
Statement_______________________________________________________
Positive twist ...__________________________________________________
Statement _________________________________________________________
Positive twist ... ...__________________________________________________
Statement _________________________________________________________
Positive twist ... ...__________________________________________________
Statement _________________________________________________________
Positive twist ... ...__________________________________________________
Statement _________________________________________________________
Positive twist ... ...__________________________________________________
Statement _________________________________________________________
Positive twist ... ...__________________________________________________
Statement _________________________________________________________
Positive twist ... ...__________________________________________________
Statement _________________________________________________________
Positive twist ... ...__________________________________________________
Statement _________________________________________________________
Positive twist ... ...__________________________________________________
Statement _________________________________________________________
Positive twist ... ...__________________________________________________
Statement _________________________________________________________
Positive twist ... ...__________________________________________________

Case Study
The Power of Positive Thinking
Anil applied for a new job, but as his self-esteem was low, and he considered himself as a failure and unworthy of
success, he was sure that he was not going to get the job. He had a negative attitude towards himself, and believed that
the other applicants were better and more qualified than him. Anil manifested this attitude, due to his negative past
experiences with job interviews.
His mind was filled with negative thoughts and fears concerning the job for the whole week before the job interview. He
was sure he would be rejected. On the day of the interview he got up late, and to his horror he discovered that the shirt he
had planned to wear was dirty, and the other one needed ironing. As it was already too late, he went out wearing a shirt
full of wrinkles.
During the interview he was tense, displayed a negative attitude, worried about his shirt, and felt hungry because he did
not have enough time to eat breakfast. All this distracted his mind and made it difficult for him to focus on the interview.
His overall behavior made a bad impression, and consequently he materialized his fear and did not get the job.
Rajesh applied for the same job too, but approached the matter in a different way. He was sure that he was going to get
the job. During the week preceding the interview he often visualized himself making a good impression and getting the
job.
In the evening before the interview he prepared the clothes he was going to wear, and went to sleep a little earlier. On day
of the interview he woke up earlier than usual, and had ample time to eat breakfast, and then to arrive to the interview
before the scheduled time.
He got the job because he made a good impression. Of course he had also the proper qualifications for the job, but so
had Anil.
Write your views on the power of positive thinking
What
was
Anils
view
about
himself?
______________________________________________________________________________________
What was Anil sure about?
__________________________________________________________________________________

What did Anil believe about other candidates ?

_________________________________________________________________________________________________
___________________________________________
What things went wrong for Anil in the morning on the interview day?
_________________________________________________________________________________________________
_________________________________________________________________________________________________
________________________________________________________________
What was Rajeshs view about himself?
______________________________________________________________________________________
What was Rajesh sure about?
______________________________________________________________________________________How did
Rajesh start his morning on the interview day?
_________________________________________________________________________________________________
_________________________________________________________________________________________________
________________________________________________________________
My opinion
______________________________________________________________________________________Read & write
All of us affect, in one way or another, the people we meet. This happens instinctively and on a subconscious level,
through thoughts and feelings transference and through body language.
Positive and negative thinking are both contagious because
_________________________________________________________________________________________________
_______________________________________________________________________________________________

Application of Positive thinking

Make 10 such statements
Customers will always have complaints; so compile 10 such statements where a customer says something negative about
your service, product, company and you have to give it appositive twist
_________________________________________________________________________________________________
_________________________________________________________________________________________________
_________________________________________________________________________________________________
_________________________________________________________________________________________________
_________________________________________________________________________________________________
___________________________________________________________________________
_________________________________________________________________________________________________
_________________________________________________________________________________________________
_________________________________________________________________________________________________
_________________________________________________________________________________________________
_________________________________________________________________________________________________
___________________________________________________________________________
_________________________________________________________________________________________________
_________________________________________________________________________________________________
_______________________________________________________________________________________________
OHE HOUR PRACTICE SESSION:
Activity 1
Write an essay on My dream world. However use of negative/ pessimistic words need not be there. Strict no use of
words like: no, cannot; bad; ugly; poor; never; impossible; worry; tensions; never ever; unhappy etc
Activity 2
What will be your do in following situations?
1. Its your first day at job and you have got late. Boss calls you and start yelling at you.
PERSONALITY DEVELOPMENT & GROOMING
2. A customer complaints about your behaviour to your boss
3. Your boss calls you in his cabin and asks you to start working even on Sundays
4.

Activity - Banana NaNaNa

SESSION 2

_________________________________________________________________________________________________
___________________________________________

Proactive behaviour

THOUGHTPOOL

We all are given the freedom to choose a response

Depending upon the situation you must choose a correct response

Remember we are responsible for our own actions

Proactive behaviour means taking responsibility for your actions

Proactive behaviour is
_________________________________________________________________________________________________
_________________________________________________________________________________________________
_______________________________________________________________What Response will you give for the
following Stimuli?
Stimulus - Your customer wants a mobile serviced urgently but you are on leave today
Response Tick options you may use (Can be more than 1)

Inform other colleagues

Make arrangements to send the mobile

Inform client that you will give it tomorrow for sure

Not take his call again

Tell him to go to the nearest Service centre

Your own answer

Stimulus - Your customer has a problem with a broadband connection and you are in a meeting with another customer
Response
WORDPOOL

Inform other colleagues to do the needful

Make arrangements to send someone

Initiative,

Inform client that you will go after the meeting immediately to his house

Not take his call again. It disturbs in the meeting

Available resources,

Tell him to go to call up after sometime

Solve the problem

Characteristics of a Proactive person

A proactive person tries to __________________________________without taking any external help

A proactive person takes to solve the problem

They make use of the ____________________________________ efficiently

Application of Proactive behaviour with your customers

You get information from a colleague (stimulus) that there is a potential customer.
What Proactive behaviour will you demonstrate when you know that there is a potential customer?
How will you make the most of a possible opportunity?
(Tick one or more answers)

I will go and ask the colleague more about the client

I will wait till I get some more information from my colleague

I will give the lead to another colleague

I will find the details about the customer (company) from the Internet

I will keep the information as I have too much load now

One important parameter of confidence is competence. And Competence comes from Practise.
To build your confidence in any field you must have

________________________________________

________________________________________
How did you show proactive behaviour in the game Blanket Volleyball?

WORDPOOL
Initiative,
Proactive, Believed,
Practise
Solve the problem

What did it do to your confidence in yourself?

The first step in confidence building was that you took ______________and
showed ______________________behaviour

You _____________________ that you could do it.

With more ______________ you started playing efficiently

What was your confidence level in the game Trolley Walk?

The first step in confidence building was that you took ______________and showed
______________________behaviour

You _____________________ that you could do it.

With more ______________ you started walking efficiently

Application of Confidence Building with your Customers

Discuss
You are to meet a potential customer and know that he can give you a lot of business if you project yourself well.
_________________________________________________________________________________________________
___________________________________________
______________________________________________________________________
How will you demonstrate confidence while meeting the customer?
_________________________________________________________________________________________________
___________________________________________
______________________________________________________________________
What preparation will you make before meeting him?
_________________________________________________________________________________________________
___________________________________________
______________________________________________________________________
How will you make the most of a possible opportunity?
______________________________________________________________________
______________________________________________________________________
Tips on becoming confident
_________________________________________________________________________________________________
___________________________________________
_________________________________________________________________________________________________
_________________________________________________________________________________________________
_________________________________________________________________________________________________
_________________________________________________________________________________________________
The__________________________________________
Fist

How I opened the fist of my partner?

I used all my force ____________________
I requested him/her ___________________
Analysis of Amits behaviour
1. ________________________________________________________________
2. ________________________________________________________________
3. ________________________________________________________________

Passive behaviour means _________________________________

"Aggressive" means ____________________, defiant and coercive

Assertive" means confident & positive

(insistent, compelling, Giving in)

Aggressive Behaviour Dominating, Bossy, Violate

Loud, _______________ and Pushy

Intimidating

____________________ others rights using power, position & language

React instantly

Can be abusive
Define Assertiveness
Assertiveness is the ability to ___________________your opinions, feelings, attitudes, and rights in a
___________________, ____________________and appropriate way.
Assertive behaviour (respected, Cooperative, needs, Confident)

____________________, direct, Firm and Honest

& Professional

Proactive

Express their ______________clearly

Want their own needs & rights to be ______________________

Is the above statement Passive, Aggressive or Assertive:

Game - Sculptures
Objective
Assertive people are consistent in their verbal and non-verbal communication.

Swami Vivekanandas Pose How is it assertive

Folded hands, Eyes, Angle of Face, Chest, Shoulders
_________________________________________________________________________________________________
___________________________________________
_________________________________________________________________________________________________
___________________________________________
OHE HOUR PRACTICE SESSION:
Activity 1
On your self study sheet, write down situations in which:
1. You have succeeded by being confident and believing in yourself.
2. You were not very confident. State the barriers that hindered your positivity and how things could have been
better had you believed in yourself.
Activity 2
How Assertive are you in real?
1.
2.
3.

You have a regular customer at your store, who is highly impatient. He doesnt like waiting in the queue.
However today there is huge rush at your store and there is no one to attend that person.
One of your colleagues is not willing to cooperate with you at work. Along with neglecting his own work he is
also disturbing the other employees.
A customers product warranty got expired. Today early morning he is at your store and creating a hue-cry
wanting to get his product repaired free of cost.

PERSONALITY DEVELOPMENT & GROOMING- SESSION 3

What does the ad of State bank of India Rishton Ki jama Poonji convey?
_________________________________________________________________________________________________
_________________________________________________________________________________________________
________________
Rapport is a process of building and sustaining a relationship of
_____________________________________________________________________
Rapport is the ability to be on the same _____________________and to connect mentally and emotionally. (Wavelength,
mutual trust, harmony and understanding).

Activity - Rapport Building

Take One
What did the sales rep not do?
_________________________________________________________________________________________________
_________________________________________________________________________________________________
_________________________________________________________________________________________________
_____________________________________________________
Take Two
What did the sales rep do?
_________________________________________________________________________________________________
_________________________________________________________________________________________________
________________________________________________________________

Activity - Rapport Builders - A Long Way

Fill the route with Rapport Builders

Customer Ahead

Building Trust and Relationships

_________________________________________________________________________________________________
_________________________________________________________________________________________________
_________________________________________________________________________________________________
_________________________________________________________________________________________________
________________________________

Game - Howrah Bridge

You will know what to _____________ from that person or company when you come across that person again
__________________________________matter a lot in building trust.
For gaining trust you have to be _____________________all the time.

WORDPOOL
In order to gain trust I will (Use above wordpool)

Be ____________________all the time

Stand by my ________________ always

Consistent, Expect,
Practise Past experiences,
Prove, words

ONE HOUR PRACTICE SESSION

Activity 1
A customer walks up to your grocery store to buy bread and butter at 10 PM. You have just one packet of bread
left. The expiry date mentioned on the packet is the very next day. What will you do?

Activity 2
Form a group of any 2 participants in the class with the person you have started sharing a good rapport. Write
about each other:
1. Why do you trust one another?
2. How far can you go to maintain good relations with one another?
3. Do you have this trust that the other person too thinks that you are trustworthy.
4.
Play some games that you both like to do.

PERSONALITY DEVELOPMENT & GROOMING SESSION 4

Who is Raju? Describe his
Shirt
_________________________________________________________________________________________________
___________________________________________________________________________
Shoes

_________________________________________________________________________________________________
___________________________________________________________________________
Hair
_________________________________________________________________________________________________
___________________________________________________________________________
Other
_________________________________________________________________________________________________
___________________________________________________________________________
Raju ban gaya gentleman Describe his
Shirt
_________________________________________________________________________________________________
___________________________________________________________________________
Shoes
_________________________________________________________________________________________________
___________________________________________________________________________Hair
_________________________________________________________________________________________________
___________________________________________________________________________
Other
_________________________________________________________________________________________________
___________________________________________________________________________

_________________________________________________________________________________________________
Professional
grooming Laws
_________________________________________________________________________________________________

Tie

_________________________________________________________________________________________________
_____________________________________________________________________________________________
_________________________________________________________________________________________________
_________________________________________________________________________________________________
_________________________________________________________________________________________________
Yourself
____________________________________________________________________________________________

Application
What will you do if
1. A car splashes muddy water on your white shirt when you are going to a client meeting?
If I am proactive I would
_______________________________________________________________________________________________
_________________________________________
______________________________________________________________________________________________
__________________________________________
2. If your clothes are stinking due to some fish vendors who were travelling in the same railway
compartment as you were
If I am proactive I would
______________________________________________________________________________________________
__________________________________________
______________________________________________________________________________________________
__________________________________________
ONE HOUR PRACTICE
Activity 1
Carefully look at these pictures
1. Guess their age
2. Guess their profession
3. What idea do you form of their personality by looking at these images?

Activity 2
What does Grooming means to you and why do you think it is important to be dressed up properly when interacting with
clients.

PERSONALITY DEVELOPMENT & GROOMING SESSION 5

Activity Dumb Manners Dumb People
My reaction when People were

scratching their hair________________________________________________

scratching their body _____________________________________________

Biting their nails ________________________________________________

Winking their eyes ________________________________________________

Belching loudly ________________________________________________

Mannerisms in the office

WORDPOOL
Relationships, Wiping, burping, greet, attention,
Sloppy, eating, dirty, flossing, uncovered,
Interrupting
Manners - At work, good manners facilitate good working ______________________ and enhanced efficiency.
Poor Table Manners
___________________ your hands on your clothing, ___________________ , elbows on tables, talking with your mouth
full, being over indulgent with food or alcohol
Inappropriate Welcome
Failure to ____________________someone, weak or no handshake,
Poor
Listening
Not paying _______________________ to a speaker, talking while the presenter is speaking, asking a question just
covered by the speaker
Poor Dress and
Grooming
___________________ appearance, gym or party dress for business, revealing clothes
Poor
Telephone Behavior. Not returning calls, _____________________while on the phone, slamming the phone down
Inconsiderate of Common Space
Leaving your mess out in a common space, leaving ________________ coffee mugs in conference rooms, leaving stapler
or copier empty after using the last of the staples or paper.
Inappropriate Behavior
Scratching, ___________________ teeth, yawning or coughing with mouth ____________________, playing with hair,
putting on makeup, cleaning fingernails, playing with change in pockets, adjusting undergarments
Disregard of Others Time
________________________people at work, keeping people waiting, not showing up for a scheduled appointment.

(set of rules) Etiquette is a _____________________________ that govern a persons behavior in a particular setting
or environment. Good manners & etiquettes are, nothing but courteous consideration of other peoples interests and
feelings.
Mannerisms, Behaviour and Etiquettes with the Clients

Never be __________________for any client visits

__________________till the client calls you in his cabin

Dont enter clients cabin without _______________________
______________ sit without being told or nonverbally conveyed
________________ off or keep mobiles on silent at client meeting
Do not _______________, or ___________________during the meeting
Do not pour tea in a _________________to drink in front of the client
Do not make a ______________________ while sipping tea
Never ____________________or continuously blink.

WORDPOOL
Late, inform, Wait, knocking,
Dont, Switch, smoke, chew gum,
plate, sound, wink

What areIn Etiquettes?

case due to some problem you get delayed the ______________________ client by phone or sms.

Activity MAN- HERS In - Law

Manners & Etiquettes with ladies (No Smoking planted, rude comments, touching)

Do not remain _______________in your chair when a lady speaks to you

Always follow the ____________________ sign religiously

Do not make __________________________in front of female coworkers or female customers

No inappropriate _____________________________

Talk should not be obscene or provocatively suggestive to the female nature

Laws
_________________________________________________________________________________________________
_________________________________________________________________________________________________

_________________________________________________________________________________________________
___________________________________________________________

Business Etiquette Essentials - Proper Customer Care and Etiquette

(respect, interrupt, Language, friendly, honest, Follow, professional)
1.
2.
3.
4.
5.
6.
7.
8.
9.

Introductions
Start with consideration and _____________________
Never _____________________.
__________________________ counts.
Be ______________________
Be. .
Be thorough.
_______________Up
Be _______________________

Taking Incoming Calls from Clients Smile, name, fight back", Rushing, help

_________________. It really shows through.

Always answer with the ___________ of your company or business. Try to answer before the third ring.
Do not _______________- with a rude or obnoxious caller. Your mission is to resolve any conflict peacefully.
Speak distinctly. ____________________your speech, will make it harder for the listener to make out what you
are saying.
Transfer callers only if you are sure the person you are transferring them to can _____________ them.

A Case Study
PERFECT POLISH
The president of a great industry, whose mastery of etiquette is one of his chief assets, so submerges this asset in other
and more apparent qualifications, that every plain man he comes in contact with takes it for granted that he is an equally
plain man himself. He is plain in so far as he is straightforward in attitude and simple in manner. No red tape is required
apparently to penetrate into this presidents private office, whereas many small men are guarded with pretentiousness
that is often an effort to give an impression of importance.
In this big mans employ there is an especial assistant chosen purposely because of his tact and good manners. If an
unknown person asks to see Mr. President, this deputy is sent out (as from most offices) to find out what the visitors
business is; but instead of being told bluntly the boss doesnt know him and cant see him, the visitor is made to feel how
much the president will regret not seeing him. Perhaps he is told, Mr. President is in conference just now. I know he
would not like you to be kept waiting; can I be of any service to you? I am his junior assistant. If the visitors business is
really with the president, he is admitted to the chief executives office, since it is the latters policy to see every one that he
can.
He has a courteous manner that makes every one feel there is nothing in the days work half so important as what his
visitor has come to see him about! Nor is this manner insincere; for whatever time one sees him, he gives his undivided
attention. Should his time be short, and the moment approach when he is due at an appointment, his secretary enters, a
purposely arranged ten minutes ahead of the time necessary for the close of the present interview, and apologetically
reminds him, Im sorry, Mr. President, but your appointment with the Z committee is due. Mr. President with seeming
unconcern, uses up most of the ten minutes, and his lingering close of the conversation gives his visitor the impression
that he must have been late at his appointment, and wholly because of the unusual interest felt in his caller.
ONE HOUR PRACTICE SESSION:

Activity
1.

You are working at the store. At 8 PM you receive a call from one of your clients. The client is furious
at you for selling the faulty handset. Prepare the conversation with that client and will you pacify the
situation using telephone etiquette skills.

2.

You immediate boss is a lady. She has urgently assigned some project. But due to you other
commitments you wont be able to meet the timelines. Using Business Etiquettes skills when
interacting with the lady, prepare a conversation.

COMMUNICATION SKILLS 1 - INTRODUCTION

Game Fruit Salad

My learning
_________________________________________________________________________________________________
___________________________________________
Draw the Components of the communication cycle in the following slide
Write the words Sender, Receiver, Medium, Message, and Feedback
Draw proper arrows

The main types of Communication are

_________________________________________________________________________________________________
___________________________________________________________________________
Bread- Butter Jam Sandwich
Recipe
_________________________________________________________________________________________________
_________________________________________________________________________________________________
________________________________________________________________
My mistakes in writing the recipe
_________________________________________________________________________________________________
__________________________________________________________________________
State a few Barriers to communication

_____________________ Factors

Chain of _____________________

External ______________________
WORDPOOL

Lack of motivation to ____________________

Language, command, distractions, listen,

Preconceived _____________________
notions, dreaming

Day______________________
Missed Communication
Communication is distorted and not understood properly.
The Employee had some requirement and as the request went to different departments they understood it differently and
no one bothered to clarify. My views
_________________________________________________________________________________________________
___________________________________________
How do we overcome barriers to communication?
WORDPOOL

Adjust to the world of the ____________________

Use _________________________

Use face to face ________________________

Receiver, feedback,

Use _________________________________
communication,

Use simple ____________________________

Application
reinforcement, language
How will you proactively overcome language barrier with your customer?
_________________________________________________________________________________________________
___________________________________________________________________________

What care would you take while giving directions about the route to your office to a customer who is coming to your
office?
_________________________________________________________________________________________________
___________________________________________________________________________

English lab
Drill Activity 1
Language tree
Pronunciation of words
Fill up the tree daily with Business words, difficult words
_________________________________________________________________________________________________
_________________________________________________________________________________________________
1st person singular with primary helping
verbs Have/ do / be

2nd person singular First/second/third person

Plurals with primary helping verbs Have/ do / be

3rd person singular First/second/third person

Plurals with primary helping verbs Have/ do /
be
Are
Arent
Were
Werent
He
Do
He
She
Dont
She
It
Did
It
Didnt
Have
Havent
Had
Hadnt

Am
Are
Am not
Arent
Was
Were
Wasnt
Werent
Do
You/
Do
You/
Dont
I
They
Dont
They
Did
We
Did
We
Didnt
Didnt
Have
Have
Havent
Havent
Had
Had
Hadnt
Hadnt
________________________________________________________________
Drill activity 2
Sentence Formation
The primary verbs Be, Have and Do change their form to agree with the subject unlike modal helping verbs which do not
change their form no matter what the subject it. Besides you can also see their past tense and present tense forms and
positive and negative contexts.
Write and say the sentences using the above words e.g.
I Am _____________________________________________________
I Am not _________________________________________________
I Was ____________________________________________________
I Wasnt __________________________________________________
I Do _____________________________________________________
I Dont ___________________________________________________
I Did _____________________________________________________
I Didnt ___________________________________________________
I Have ___________________________________________________
I Havent _________________________________________________
I Had ____________________________________________________
I Hadnt __________________________________________________
Similarly write & say sentences for You/ they/ Were etc
Drill activity 3
Introducing yourself and others
Introducing yourself to others and introducing others is an essential skill. It forms the beginning of a friendship,
relationship and helps building rapport with people
These types of introductions involve three people:
A: The introducer (who knows both B and C)
B: Introducee (knows A but not C)
C: Introducee (knows A but not B)
Example,
A: Have you two met each other?
B: No, we haven't.
A: Rajesh, this is Rahul. Rahul this is Rajesh.
(B and C smile and shake hands.)
B: Nice to meet you Rahul.
C: Nice to meet you too, Rajesh.

Follow-up:
It is not just enough to say a few pleasantries after you have been introduced to someone, it is polite to ask a few general
questions* to get acquainted.
For example,
Rajesh : Where are you from, Rahul?
Rahul: I'm from Agra.
Rajesh Oh How nice it is to live near Taj Mahal.
Rahul: Yes I used to visit Taj mahal almost every week. But since my new job I hardly get time. What about
you? Where are you from/
Rajesh : I am from Mumbai.
Rahul : I had recently been to Mumbai and found it very congested
Rajesh : Yes I agree Its population is increasing very rapidly
Practice introducing your friends to each other. Remember to smile (and use handshakes where appropriate).
*When meeting someone for the first time, it is not appropriate to ask certain types of questions. Do NOT ask:
A person's age
Birth date
Salary
Weight
Marital status
Religion
In fact any kind of questions that cause uneasiness to the other person are impolite and should be avoided. Always use
neutral topics. You may ask general questions about the situation.
How do you know Alisha? (the person who introduced us)?
Do you know his part of the city well?
What do you do on Sundays?
Where do you live?
Are you a student at this university?
How long have you been working for this company?
ONE HOUR PRACTICE SESSION
Activity 1 - The Wet Floor
Neha is working as team leader in ABC Ltd Company. Her job requires her to reach office early in the morning and stay
back till late hours in the evening. Neha is a hard task master. She is very punctual at work and expects the same level of
commitment from her team. One day she had her urgent meeting and she had to reach office by 8.00 AM. However she
got late and reached by 8.15.
In a rush she entered the office premises and went to her workstation. Some house keeping staff was cleaning the floor at
that time. One of the cleaners had spread soap solution on the floor. Neha didnt see this and in haste slipped on the
floor. She shouted as she couldnt get up. Hearing her voice her team members came in. She was rushed to hospital and
suffered leg fracture.
Later it was observed that the house keeping person had not put the board Wet Floor Identify the communication issues
involved in the situation.
Activity 2 : Identify any situation in the past when due to communication barrier your personal or work-related life got
affected.

COMMUNICATION SKILLS SESSION 2

Activity Minefield

Were you able to give clear and crisp instructions? Yes / No / Sometimes

Did your partners understand what you wanted to say? Yes / No / Sometimes

Did you say what you meant & mean what you said? Yes / No / Sometimes

Were you at a loss of words at times?

Yes / No / Sometimes

WORDPOOL
Words,
vocabulary,
convey

What is Verbal Communication?

Verbal communication requires the use of _____________, ______________ numbers and symbols and is
organized in sentences using language

Effective verbal skills is the ability to ______________ what you actually want to say
Our ________________, our ___________________, and our __________________ are our three vital communication
tools. (voice, ability to listen, body language)
Explain your conversational intention & ask for consent means - What do you want to _____________________________
and ask ___________________ for talking)
(talk about, permission)
Analysis of Role Play Activity
_________________________________________________________________________________________________
_________________________________________________________________________________________________
________________
Make use of Open- Ended and creative questions

Closed Did you like this dress?

Open ended

Closed

Open ended
Closed

Open ended

Closed

Open ended Listening Activity

_________________________________________________________________________________________________
___________________________________________
Communication Killers

E___ o

P____ide

A_____ _____itude

False information

T____u____ts

Allegations

English lab
Drill Activity 4
Correct Usage of Common Words
Reading & Conversation Exercises
Participants will read the topics and then practise saying the example sentences aloud to their partners
Articles - A / An /The

A = indefinite article (not a specific object, one of a number of the same objects) with consonants e.g. She
has a dog.
I work in a factory.
An = indefinite article (not a specific object, one of a number of the same objects) with vowels (a,e,i,o,u)
e.g. Can I have an apple?
She is an English teacher.
The = definite article (a specific object that both the person speaking and the listener know)
e.g. The car over there is fast.
The teacher is very good, isn't he?
The first time you speak of something use "a or an", the next time you repeat that object use "the". e.g. I
live in a house. The house is quite old and has four bedrooms.
I ate in a Chinese restaurant. The restaurant was very good.
DO NOT use an article with countries, states, counties or provinces, lakes and mountains except when the
country is a collection of states such as "The United States". e.g. He lives in Agra near River Yamuna.
They live in northern Karnataka.
Use an article with bodies of water, oceans and seas - e.g. My country borders on the Indian Ocean
DO NOT use an article when you are speaking about things in general e.g. I like Indian food.
She likes reading books.

DO NOT use an article when you are speaking about meals, places, and transport e.g. He has breakfast at
home.
I go to university.
He comes to work by car.

When to Use Any or Some

ANY / SOME

Use "some" in positive sentences. We use some for both countable and uncountable nouns. Example: I have
some friends.
Use "any" in negative sentences or questions. We use any for both countable and uncountable nouns.
Example: Do you have any cheese? - He doesn't have any friends in Chicago.
Use "some" in questions when offering or requesting something that is there. Example: Would you like some
bread? (offer) - Could I have some water? (request)
Use "any" in negative sentences or questions. We use any for both countable and uncountable nouns.
Example: Do you have any cheese? - He doesn't have any friends in Chicago.
Use "some" words - somebody, someone, somewhere and something - in positive sentences. Example: He
lives somewhere near here.
Use "any" words - anybody, anyone, anywhere and anything - in negative sentences or questions. Example:
Do you know anything about that boy? - She doesn't have anywhere to go.
Prepositions of place
When to use
In / On / To / At
Used For Place

IN
Use 'in' with spaces:
in a room / in a building
in a garden / in a park
Use 'in' with bodies of water:
in the water
in the sea
in a river
Use 'in' with lines:
in a row / in a line
in a queue
AT
Use 'at' with places:
at the bus-stop
at the door
at the cinema
at the end of the street
ON
Use 'on' with surfaces:
on the ceiling / on the wall / on the floor
on the table
Use 'on' with small islands:
I stayed on Maui.
Use 'on' with directions:
on the left
on the right
straight on
TO
Use 'to' with movement from one place to another:
I went to school.
Did you go to work?
Let's go to the shopping mall.
DO NOT Use 'to' with 'home'

Prepositions of Time In / At / On
IN
Use 'in' months and years and periods of time:
in January
in 1978
in the twenties
Use 'in' a period of time in the future:
in a few weeks
in a couple of days
AT
Use 'at' with precise or exact time:
at six o'clock
at 10.30
at two p.m.
ON
Use 'on' with days of the week:
on Monday
on Fridays
Use 'on' with specific calendar days:
on Christmas day
on October 22nd
IMPORTANT NOTES
in the morning / afternoon / evening - at night
We say in the morning, afternoon or evening
BUT
We say 'at night'
Drill Activity 5
Breakfast NEWS
(Application of using words like At, In, on etc)
Describe your Breakfast by using these 5 Questions

At what time did you have your breakfast?

With whom did you have your breakfast?

Where did you have your breakfast?

What did you have for breakfast today?

How was the breakfast?

ONE HOUR PRACTICE SESSION
NEWSPAPER READING
All the participants one by one will read two news artices in front of the class. The participants then will discuss the
following:
1. Pronunciation of difficult words
2. Meanings of difficult words.
3. Identify the use of Articles and Prepositions
4. Summarize the entire news article in your own words.

COMMUNICATION SKILLS 3 - NON VERBAL COMMUNICATION

Activity Finger tip Hula Hoop

Was it difficult or easy to do this activity?

_____________________________________________

How did you convey the message?

Through _______________, __________________, ______________________
(gestures, Facial expressions or body language)
What is Non-verbal communication? (wordless)

Nonverbal communication (NVC) is the process of sending and receiving _____________________ messages.
Non-verbal communication is the ability to enhance the expression of ideas and concepts, through the use of (body, facial,
tone, eye)

_______________ language,

gestures,

________________ expression and

___________ of voice,

___________ contact

and also the use of pictures, icons and symbols.

What do these different hand gestures convey?
Folded hands _______________
Waving your hands ______________________
Why give so much importance to our body language? (Fill up the table from the slide)

Guess my Expressions

Activity

A picture speaks a thousand words

What do the pictures tell you?
Bill Clinton______________________________________________________________________
Aishwarya Rai
______________________________________________________________________
Poster
_________________________________________________________________________________________________
_______________________________________________
Man of various moods
_________________________________________________________________________________________________
___________________________________________
Activity
How would you communicate if you are not allowed to use language as in Language Dementia?
When you cannot use any language ________________________________________ helps you to convey the message
Game

What difficulties are faced in Non verbal communication as in Blind Shapes?

_________________________________________________________________________________________________
_____________________________________
Role Plays
My observation
_________________________________________________________________________________________________
___________________________________________________________________________

English lab

Drill Activity 7
My favorite cricketer or Actor / Actress Speak for 3 minutes on the above topic using
His/ Her name
What does he do?
Which movies has he/she done?
How many runs or wickets has he taken?

Drill Activity 8
Mobile Selling
You have to just describe the best features of your own mobile to your partner and convince him to buy Focus
on clear and correct description of the product
Review This will be followed by a Question Answer session about the topics discussed. This is to give
practise for Spontaneous Communication
Drill Activity 9
Language tree Pronunciation of words
_____________________________________________________________________________________________
_____________________________________________________________________________________________
_____________________________________________________________________________________________
_____________________________________________________________________________________________
_____________________________________________________________________________________________
_____________________________________________________________________________________________
_____________________________________________________________________________________________
___________________
ONE HOUR PRACTICE SESSION
Activity 1- What do you think is the importance of Non Verbal Communication in dealing with client. Share examples.
Activity 2- Extempore sessions.
Choose amongst the following
1. My School life
2. My hobby
3. My House
4. My pet
5. My dream job
6. My best friend
7. My favorite food
8. I believe in.
9. My best quality
10. My favorite actor/ film

Composing an E-mail message

To
Cc
Bcc
Subject

Attachments
Salutations

COMMUNICATION SKILLS SESSION 4

Message
Best Regards
Special features
Fonts

Font sizes
Colors of text
Highlighting facilities
Hyperlink
What should be written in the Body of the message? (one, short, concise, idea, requests)

Restrict yourself to ________________ topic per message.

Keep your message ____________and _______________, less than one page.

Keep sentences short and their structure simple.

One main _______________ per paragraph

Clearly identify your questions or _____________________

Write a letter to the Manager at the Airtel Mobile Company informing them that you want a change in your post paid Billing address
_________________________________________________________________________________________________
_________________________________________________________________________________________________
_________________________________________________________________________________________________
_________________________________________________________________________________________________
_________________________________________________________________________________________________
_________________________________________________________________________________________________
_________________________________________________________________________________________________
_________________________________________________________________________________________________
_________________________________________________________________________________________________
_________________________________________________________________________________________________
_________________________________________________________________________________________________
__________________________________________________
How will you Attach files? (Few, zip)

Do not send attachments to more than ____________ recipients.

You can ________________the files you attach if they are too big
Replying to an E-mail message (promptly, top)

Reply ____________________ to urgent requests.

Put your reply at the ______________ of the message.

Spring Cleaning of the E-mail box

__________________messages immediately that you do not need

Dont let the e-mail box be __________________________

Check email at _________________________________ during the day

Prioritize your replies according to _________________and _______________

WORDPOOL
Delete, cluttered,
dened times,
urgency, importance

E-mail Netiquettes
_________________________________________________________________________________________________
_________________________________________________________________________________________________
_________________________________________________________________________________________________
____________________________________________
Project Report
If you have to submit a Project Report about a project you were handling
Cover sheet

Title page
Table of contents
Introduction
The body of the report
Conclusion (and recommendations if applicable)
References / Bibliography
Glossary (if needed)
Appendices
Write the list of items from the project Report above
______________________
______________________
______________________
______________________
______________________
______________________
______________________
______________________
English
______________________
______________________

lab

Drill Activity 10
News reading session

Read the news for 5 minutes from todays newspaper as if you are the Newsreader on Television

Focus will be on correct pronunciation, tone, speed etc

Review This will be followed by a Group Discussion about the topics discussed
This is to give practise for Spontaneous Communication
Drill Activity 11
Sequencing
Fill in the blanks to put the group of sentences in order. The first step is numbered for you.
Read, decide on their order, read out the sentences in order to their partners, confirm if it is the right order and
then write in correct order.
I don't want cake again for a long time.
I ate ten pieces of cake
Later that night, I got sick.
I felt very full.

The first thing he does is plough the field.

Then the ground is ready to be planted.
After that, he cleans the field to remove dirt
When a farmer is going to plant a crop, he needs to prepare
the ground.
First, she carried the packets into the house.
Mom came home from shopping.
Finally, she put away all the cereals and pulses in the
containers
Then she found all the cold or frozen things and put them
away.
The plant burst into flower.
The rain watered it, covering it with mud.
A seed fell to the soft ground.
The seed quickly grew into a tall plant.
Handwriting competition
What I liked about this training Course
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ONE HOUR PRACTICE SESSION
Activity 1
Write a letter to your customer asking him/ her to make the payment dues for the purchase on a mobile handset on credit.
Activity 2
Prepare a short report about your experiences and learnings in this training course.

COMMUNICATION SKILLS SESSION 5

All ears to you

Why did some people strain to listen?

_________________________________________________________________________________________________
___________________________________________
Examples of Ignoring and pretend Listening
_________________________________________________________________________________________________
_________________________________________________________________________________________________
________________

Activity Who cares?

My feelings (Use these words - desperately tell, too busy, bond)

We come across people whom we want to ____________________ _________ something but they are
_________________________to listen so they ignore us.

We are not able to form any ________________ in this type of listening

Examples of Selective listening
_________________________________________________________________________________________________
_________________________________________________________________________________________________
________________
There is not much scope for ___________________ building in this case since you are listening to only that part which
matters to you and not to the speaker. (Relationship)
Examples of attentive listening
_________________________________________________________________________________________________
_________________________________________________________________________________________________
________________

Activity Word Game

Helpline - (listen, efforts, punishment)

Each person wanted to _______________

They were making conscious __________________to listen

There was ____________________________ if they did not listen

State the 5 levels of listening

Empathic listening.
How should we practice Empathic listening with feelings?

The highest level of listening called ________________________ listening.

People who demonstrate this are _______________________ to the person directly.

They have many people who ______________________ in them

They are able to build lasting friendships, _____________________

Empathy word comes from ___________________ means In

Pathos means ________________

Empathy means seeing things from ________________ point of view.

Empathy is an ability to ____________________ with some degree of accuracy what it's like to be in the
_________________________ of the other person;

WORDPOOL
Empathic, connected, confide

Activity Fear Factor

relationships, em, feeling, others,

imagine, situation

Write your fears in the circles.

Fear of
Escalator
Fear of
Cockroach

My Personal experience and opinions about empathy game

1. ___________________________________________________________________
2. ___________________________________________________________________
Apathy is having ___________feeling for that person
Sympathy is to __________________ for that person
Empathy is to __________what the other person is feeling at that time.
(NO, feel bad, feel)
What is the Fire Wall of Empathy? (experience, not)
Fire Wall of Empathy means the wall which inhibits a person from not being able to ________________________ the
same feelings that the other person is going through because he has _____________ had that experience ever
Your head ______________________ but your heart the _______________________ experience (rationalizes,
emotionalizes)
What did Munnabhai do to demonstrate Empathy?
1. ___________________________________________________________________
2. ___________________________________________________________________
3. ___________________________________________________________________
4. ___________________________________________________________________
5. ___________________________________________________________________

HELP
Went up to the sweeper,
looked at him, listened to
him, could feel how
difficult his work was,
hugged him

"I-Message
This is called active empathy." Write 3 statements using I instead of You
_________________________________________________________________________________________________
_________________________________________________________________________________________________
________________________________________________________________
Empathy Blockers (listening, interest, inattentive, eye, changing, advice, Ego)
not really ___________________________
not showing _________________________
being ______________________
having poor __________________contact
______________________ the topic
giving ___________________
________________ problems
I will practice Empathy because
_________________________________________________________________________________________________
___________________________________________
Situations- Type of listening

Sunil is doing his office work at home and not listening only in between saying O.K, to his son who is telling him
about his day at school ________________________

Kirti wants to desperately tell her husband something but he is too involved in the cricket match
_________________________________________________

Anita is laughing & enjoying the fun at school that her daughter Tanya is telling her about
_______________________________________________________

Deepak can feel what Dinesh is telling him about his childs operation
_______________________________________________________________

English lab
Drill Activity 12
Listening Comprehension activity

The future of the English language. Read each paragraph and answer the questions below
Participant 1
For many years now we have been referring to English as a global language .... as the language of communication and
technology. Everybody seems to be learning English and it isnt uncommon to see English being used as a means of
communication between .... lets see ... an Indian scientist .... and an Indian politician.
These days ... if you dont know English, you are in danger of being excluded from whats going on ... in education, at
work ... and especially in the world of technological advances.
Participant 2
Very soon English will be the second language of all the people in the world. This is happening while I am speaking to
you.
We cant be certain of how long the process will take but there is no doubt that it will happen ... and my bet is that it will
happen sooner rather than later.
First of all English will be an obligatory subject on every school curriculum throughout the world.
By the year 2010 around two billion people ... thats about a third of the Worlds population ..... will speak English as their
second language.
This isnt my prediction by the way. This is what the experts say.
Participant 3
As more and more people speak English it makes sense that they will become more competent. They will start to control
more of the English resources being produced and to have a say in what should or shouldnt be included in dictionaries
and language books. This might seem far fetched but it is already starting to happen. Lets use India as an example. Their
software exports .... predominantly English ... account for more than thirty per cent of its export income. The Indian
English is bound to have an effect on English in general. And this is just one small example.
Decide whether these statements are true or false
Statement
1. If you do not know English you can be at a disadvantage.
2. English will soon be spoken by everybody in the world.
3. By 2010 half the population of the world will speak English.

True or False

Drill Activity 13
Debate
Topic Customer Service is essential in Telecom Industry
Speak for 2 minutes on the above topic using
Each person has to just say 1 or 2 points and explain his point
1 speaker to speak For the topic and 1 to speak against the topic
Drill Activity 14
My favorite movie

Speak 5 sentences on

Which is your favorite movie?

Who were the lead actors & actresses in it?

Why is it your favorite movie?

ONE HOUR PRACTICE SESSION
Activity 1
In early morning time, one customer enters your medical shop. He wishes to buy some medicines for his ailing mother.
However he is not carrying any money to pay you right now. What will you do?
Activity 2
You must have seen sholay. Portray the listening abilities of the 3 characters of the movie: Jai (Amiitabh Bachchan),
Veeru (Dharamendra) , Basanti (Hema Malini)