Personal Effectiveness

Program
(7th Dec. 2019 - 29th Feb. 2020)

By: Shalini (QA)

 Human behavior
Power of Self
Iceberg theory
(beliefs, attitude & actions) How our beliefs formed

Understanding Self
Take100% responsibility for
your life Swot Analysis
Impracticality by TT (Build your Weaknesses until
Rangarajan they become your
STRENGTHS)
Power of words
 Activities Done During PEP Sessions
Name & 24 hour Training given Types of Planning
hobby tracking on PEP Topic Customer Activity
learning

Story writing SWOT Training on our Seeing good Reading

by pictures Analysis own topic around us carefully and
understand
Coin Activity I go you go Interpersonal Internal Empathetic
activity Interview customer communication
Activity interview

Block Communicatio RAPPORT Emotional Group

Activity n barriers Building bank account presentations
opening
 Personal SMARTER
Goals Job Analysis
Goal Setting

Planning
80-20 / To do
Rule or
Pareto Goal Setting & Lists/Hig
h & Low
Principl
e
Time Management Energy
Zone

Dealing with Procrastinat

Activity Time
Logs ion
Robbers/
Time locks
 Communication Generalization, Deletion,
Filters Distortion

Everyone’s world map is

Communication World Map correct
Effective

Assertiveness Agree, Accept, Appreciate or

Acknowledge

Verbal & Non-Verbal E-mail writing- Plan, KISS,

Communication Write & Edit

Loop Closing, ABC, Need,

Ideas WIIFM, Power of words

Communication Analytical/Driver/Amiable/E
Styles xpressive
 Presentation Preparatio
Plan Delivery n&
Planning
(PAP)

Email KISS
Edit Impactful
(7 Cs) Writing (Short &
Simple)
Presentation
Write it
(ABC)
Closing
Presentation
 Emotional Bank
Conflict Account Emotional
Management Intelligence/
Styles Amygdala
“Interpersonal
Skills &
Conflict  Rapport
Management Enhancing Self Building
Productivity”
TEA  Sympathy
+Action=
Triangle Empathy
 Flexibility
Customer Service
Orientation

Voice of Customer
(Need,Want,Expectation,Requirement)

Six Customer Basics

Activity on Customer Service
Orientation
Outcomes:
(i) Take note of seen &
unseen issues.
(ii) Found satisfied by
service.
(iii) Developed a greater
bonding.