Sector

Electronics

Sub - Sector
Communica on & Broadcas ng

Occupa on
A er sales service
Reference ID : ELE/Q8104, Version 2.0
NSQF Level 4

Mobile Phone Hardware

Repair Technician
 Skilling is building a better India.
If we have to move India towards
development then Skill Development
should be our mission.

Shri Narendra Modi

Prime Minister of India

iii
iii
iii
31.03.2022
02.08.2025

iv
best for their future endeavor in similar pursuits.

CEO
Electronics Sector Skills Council of India

v
A out t is Gui e

growth in the past decade and half. The Indian mobile economy is growing rapidly and is expected to

this industry.

NOS’s which have all been covered across the units:

• Introduction
Bridge Module :
• Integrate electrical subsystem (ELE/N6301)
• CommunicateRepairing Faults in effectively
and coordinate Smartphones with others (ELE/N9972)
• Work effectively, sustainably and safely (ELE/N1003)
• Employability and Entrepreneurship Skills

symbols used in this book are described below.

m ols Use

!
earning Outcomes Steps Time Tips Notes Objec ves

Exercise

vi
 Welding Operator Electronics

Table of Contents

S. No Modules and Units Page No.

1. Introduction and Fundamentals (Bridge Module) 1
Unit 1.1- Roles and Responsibilities 3
Unit 1.2- Introduction - Mobile Phone 5
Unit 1.3- Basic of Mobile Phone Hardware 15
Unit 1.4- Tools, Equipments and Consumables 23
Unit 1.5- Mobile Phone Terminologies 31
Unit 1.6- 5 S 33
2. Customer Interaction and Front-end Repair (ELE/8106) 41
Unit 2.1- Role and Job Description 43
Unit 2.2- Customer Interaction 46
Unit 2.3- Front - end Repair 52
Unit 2.4- Software and Applications 54
3. Repairing Faults in Smartphones (ELE/8107) 85
Unit 3.1 - Role & Job Description - Repair & Rectify Mobile Phones 87
Unit 3.2 - Repairing and Rectifying Mobile Phones 90
4. Soft Skills and Work Ethics (ELE/N9905) 173
Unit 4.1 – Effective Communication and Coordination at Work 175
Unit 4.2 – Working Effectively and Maintaining Discipline at Work 182
Unit 4.3 – Maintaining Social Diversity at Work 193
5. Basic Health and Safety Practices (ELE/N1002) 201
Unit 5.1 – Workplace Hazards 203
Unit 5.2 – Fire Safety 215
Unit 5.3 – First Aid 219
Unit 5.4 – Waste Management 223
6. Employability and Entrepreneurship Skills 229
Unit 6.1 – Personal Strengths and Value System 233
Unit 6.2 – Digital Literacy: A Recap 252
Unit 7.3 – Money Matters 258
Unit 6.4 – Preparing for Employment and Self-Employment 269
Unit 6.5 – Understanding Entrepreneurship 278
Unit 6.6 – Preparing to be an Entrepreneur 300

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 Mobile Phone Hardware Repair Technician

1
Participant Handbook

K L rning Outco

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 Mobile Phone Hardware Repair Technician

Unit O j c v

Electronics

OCCUPATION

ELE / Q 8104
NCO-2004/NIL

3
Participant Handbook

B. E.

N.A.

Optional: N.A.

4
 Mobile Phone Hardware Repair Technician

Unit O j c v

5
Participant Handbook

6
 Mobile Phone Hardware Repair Technician

7
Participant Handbook

Fig: 1.2.2.4 Mobile Phone

•
•
•
•
•
•
•

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 Mobile Phone Hardware Repair Technician

•
• -
-

•
•

• E-mail

• Calculator
• Calendar
• Note pad

9
Participant Handbook

• Apple

• LG

• Intex

10
 Mobile Phone Hardware Repair Technician

1.2.5

Antena

Rf cable

11
Participant Handbook

1.2.6

•
•

•
•

12
 Mobile Phone Hardware Repair Technician

iOS4 iOS5 iOS6 iOS7

Fig: 1.2.6.

Fig: 1.2.6.

13
Participant Handbook

1.0
3.6

5.0
6.0 2010
7.0 Summer 2011

7.1 2012
10

Fig: 1.2.6.5

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 Mobile Phone Hardware Repair Technician

Unit O j c v

Fig: 1.3.1.2 Back Panel

15
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Fig: 1.3.1.3 Ringer

Fig: 1.3.1.4 Speaker

Fig: 1.3.1.5 Microphone

16
 Mobile Phone Hardware Repair Technician

computer for data transfer.

17
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Fig: 1.3.1.10 Camera

18
 Mobile Phone Hardware Repair Technician

PCB

Fig: 1.3.1.12 Sample PCB

Fig: 1.3.2.1 Phone Case

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Fig: 1.3.2.2 Phone Cover

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 Mobile Phone Hardware Repair Technician

Fig: 1.3.2.7 Mobile Charger

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 Mobile Phone Hardware Repair Technician

Unit O j c v

-
-

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Participant Handbook

Fig: 1.4.5 PCB Cleaner

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 Mobile Phone Hardware Repair Technician

Fig: 1.4.9 Opener

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Participant Handbook

•
•
•

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 Mobile Phone Hardware Repair Technician

-
-

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Participant Handbook

4x, 5x, 10x, 50x etc.

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•
•

•
•

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Unit O j c v

• GND - Ground

31
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• UI - User Interface

• IR - Infra Red

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Unit O j c v

Fig: 1.6.1.1 5S

33
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Fig: 1.6.1.2 Cleaning

•
•
•

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 Mobile Phone Hardware Repair Technician

35
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Notes

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 Mobile Phone Hardware Repair Technician

A. Broadband
B. Baseband
C. Cellular
D. None

A. 1973 B. 1975 C. 1982 D. 1985

37
Participant Handbook

a. .......................................................

b. .......................................................

c. .......................................................

d. .......................................................

38
 Mobile Phone Hardware Repair Technician

a. .......................................................

b. .......................................................

c. .......................................................

d. .......................................................

e. .......................................................

39
Participant Handbook

A. Aluminium B. Copper C. Tin

A. 2 B. 3 C. 4 D. 5

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 Mobile Phone Hardware Repair Technician

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Participant Handbook

Key Learning Outcomes

At the end of this module, you will be able to:
•
•
•
•

•
•

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 Mobile Phone Hardware Repair Technician

Unit Objec ves

At the end of this unit, you will be able to:

Role

Engage with Customers

Understand the Complaint

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Document on Computer

•
•

Perform Front end Repair

•
•

•
•
•
•
•
repeat problem

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 Mobile Phone Hardware Repair Technician

Interact with Superior & Meet Targets

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Unit Objec ves

At the end of this unit, you will be able to:

•
•
•
•
•
•
•

46
 Mobile Phone Hardware Repair Technician

Customer is King:

Greet the Customer:

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STEP 1: Welcome the Customer

Fig: 2.2.2.3

STEP 2: Ensure comfort zone for the Customer:

Fig: 2.2.2.4

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 Mobile Phone Hardware Repair Technician

Enquire and Understand Customer Queries:

Contact number

Customer complain

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2.2.3: Customer Types

- Social
- Dominant

- Silent

Social:

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 Mobile Phone Hardware Repair Technician

Dominant:

soon as possible.

Detached:

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UNIT 2.3: Front-end Repair

Unit Objec ves

At the end of this unit, you will be able to:

Mobile Phone Features

Front camera

Volume up

Fig: 2.3.1

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 Mobile Phone Hardware Repair Technician

Mobile Phone Accessories

Fig: 2.3.2

ERP & Front End Repair Procedures

•
•
•

•
•
•

53
Participant Handbook

Unit Objec ves

At the end of this unit, you will be able to:

Fig: 2.4.1.1

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 Mobile Phone Hardware Repair Technician

Fig: 2.4.1.2

1.Perform the Reset Process :

2. Format the Mobile Phone:

3. Flash the Mobile Phone:

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Fig: 2.4.1.3

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 Mobile Phone Hardware Repair Technician

2.4.2:

Process –
Fig: 2.4.2.1

Fig: 2.4.2.2 Fig: 2.4.2.3

White List

Fig: 2.4.2.4

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Call Failed

Fig: 2.4.2.5

Call Conferencing

Fig:2.4.2.6

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 Mobile Phone Hardware Repair Technician

Call Divert

•
•

Cancel

•
• Fig: 2.4.2.7

-
er number

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Call Barring

When Call barring is required ?

•
calls
•

Fig: 2.4.2.8

Call Barring Steps

Step 1: Step 2:

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Step 3: Step 4:

Step 1 Step 2 Step 3

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Step 4 Step 5 Step 6

Step 7 Step 8 Step 9

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Step 10

No Screening Call

• Menu
•
• Contact list
•
•

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2.4.3:

Fig: 2.4.3.1

Fig: 2.4.3.2

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 Mobile Phone Hardware Repair Technician

Fig: 2.4.3.3

Fig: 2.4.3.4

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12345

Fig: 2.4.3.5

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 Mobile Phone Hardware Repair Technician

Menu

Open Form Close

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Step 1:

Step 2:

Step 3:

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Step 4:

Step 5:

2.4.5:
Step 1:

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Step 2:

Step 3:

Volume

Camera

Step 4:

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 Mobile Phone Hardware Repair Technician

Step 5:

2.4.6:
Step 1:

Step 2: Select General

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Step 3:

Step 4:

Step 5:

2.4.7:

Step 1:

Step 2: Step 3:

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Step 4: Step 6:

Step 5:

2.4.8:
Step 1:

Step 2:

Step 3:

Step 4:

Step 5:

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2.4.9:

Step 1:

Step 2:

Step 3:

Step 4:

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 Mobile Phone Hardware Repair Technician

2.4.10:
What is security code:

2. Virus comes

2.4.11:

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2.4.12: USB debugging

Fig: 2.4.12.1

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 Mobile Phone Hardware Repair Technician

Fig: 2.4.12.2

menu.

Fig: 2.4.12.3

•
•
•
•

•
•

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Fig: 2.4.12.4

Fig: 2.4.12.5

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Fig: 2.4.12.6

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Notes

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__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________

__________________________________________________________________________
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__________________________________________________________________________
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__________________________________________________________________________
__________________________________________________________________________
___________________________________________________________________________
__________________________________________________________________________

__________________________________________________________________________
__________________________________________________________________________

__________________________________________________________________________
__________________________________________________________________________
_________________________________________________________________________

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Key Learning Outcomes

At the end of this module, you will be able to:

•
•

•
•

•
•

•
•
•
•

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 Mobile Phone Hardware Repair Technician

Unit Objec ves

At the end of this unit, you will be able to:

3.1.1: Performance Criteria for Repairing and

Role :

Follow Standard Repair Procedure

•
•
•

•
•

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Diagnose Problem
•
•
•

•
•

•
• -

•
•
•
•
•
•
•
•

•
•
•

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Replace Faulty Component

•
•
•

•
•

Use of Equipment

•
•
•
•

•
•
• -

•
•
•
•
•

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Unit Objec ves

At the end of this unit, you will be able to:

Understand and learn the following:

•

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Class Voltage Range

Tab: 3.2.2

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3.2.3.3: Removal of Screws

out.

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3.2.3.5: Camera Strip

3.2.3.6: Touchpad Strip

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3.2.3.7

3.2.3.8: Display Strip

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3.2.3.9: Power Supply Strip

3.2.3.10: Antenna Wire

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3.2.3.11

3.2.3.12: Ground Pannel

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3.2.4: Android Smartphone Assembly

3.2.4.1: Ground Panel

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3.2.4.2: Camera Strip

3.2.4.3

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3.2.4.4: Antenna Wire

3.2.4.5: Power Supply Strip

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3.2.4.6: Display Strip

strip.

3.2.4.7

102
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3.2.4.8: Touchpad Strip

Fig: 3.2.4.8

Fig: 3.2.4.9

Fig: 3.2.4.10

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3.2.4.9:

slot.

3.2.4.10

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3.2.4.11

3.2.4.12

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3.2.5: Removing and Soldering Components

-

3.2.5.1: Charging Connector

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3.2.5.2

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3.2.5.3

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3.2.5.4

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3.2.5.5

3.2.5.6

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3.2.5.7: Ringer

point.

3.2.5.8

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3.2.5.9: Display

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3.2.5.10: Display Connector

connector.

3.2.5.11

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3.2.6:

3.2.6.1

3.2.6.2

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3.2.6.3

3.2.6.4

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3.2.6.5

3.2.6.6

117
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3.2.6.7: Display Connector

3.2.6.8: Charger Connector

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3.2.6.9:

3.2.6.10:

3.2.6.11:

3.2.6.12: Display

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3.2.6.13:

Connector

Connector

UI IC

Connector

Connector

Fig: 3.2.6.16

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Fig: 3.2.6.17

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RF IC

UI IC

Fig: 3.2.6.18

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Fig: 3.2.6.19

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UI IC

Fig: 3.2.6.20

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Fig: 3.2.6.21

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HF Connector Reset

WI-FI IC

Connector

connector

UC IC

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3.2.6.14:

electronics

processor

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 Mobile Phone Hardware Repair Technician

3.2.7: Mobile Strips

1) Cable used to connect the front board and the back board is called Strip.

2) What if strip is damaged ?

•
• White, Indigo, Black & Zig Zag display
•
•
•

3.2.7.1: Types of Strips

Fig: 3.2.7.1 Types of Mobile Strips

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3.2.8:

1) Display
2)
3)

•
• To measure resistance
•
Fig: 3.2.8.1 Measuring Resistance
•

3.2.8.1
•
•

•
•

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3.2.8.2
•
•
•

Fig: 3.2.8.3 Ear Speaker

Method-1 :

Method-2 :

3.2.8.3: Ringer
•
•

Fig: 3.2.8.4 Ringer

3.2.8.4: Mic

Fig: 3.2.8.5 Mic.

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3.2.8.5
•
alert.
•
•
•
Fig: 3.2.8.7 Vibrator Motor

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3.2.9: Soldering and De-Soldering Process

3.2.9.1: Process of Soldering and De-Soldering of Micro

Component on PCB
Step 1:

Step 2:

solder it back easily.

Step 3:

can see this component can be separated

ceramic capacitor and keep it in safe place.

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Step 4:

Step 5:

ceramic capacitor.

Step 6:

dering process.

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 Mobile Phone Hardware Repair Technician

3.2.9.2: How to Remove and Place IC on PCB

Step 1:

Step 2:

the gun it should be straight on top of IC or

any other component in 90 degree angle

components easily. Solder gun should also

Step 3:

the hot air gun at 90 degree angle on

IC to make sure heat is applied on all

Hot air gun heat is applied

this IC and kept it aside.

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Step 4:

the mobile and it may lead to perma

Step 5:

help of soldering gun try to do the

base and clean it properly.

Step 6:

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 Mobile Phone Hardware Repair Technician

3.2.9.3
Step 1:

Charging socket

Step 2:

the hot air gun and place it on top of

Step 3:
gun close to charging socket in half
circle. Make sure air should be less

damage other small components in

the surrounding area on the Mother
board.

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Step 4:

soldered.

Step 5:
clean it properly using soldering gun.

easy to assemble it using hot air gun.

Step 6:
the base using hot air gun so that

138
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Step 7:

easily it is assembled.

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3.2.10: Process to Test Dead Mobile Phone

open the dead mobile phone and

mobile phone.

3.2.10.1: S
Step 1:

problem in mobile phone is related

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 Mobile Phone Hardware Repair Technician

Step 2:

of the components is not looking

black or burnt out.

Diode Transistor

Step 3:
Transistor

and brand of mobile phone.

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Step 4:
these components; all these compo

the component probably problem

phone.

Step 5:

on the point.

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 Mobile Phone Hardware Repair Technician

Step 6:

and Microphone areas are also

and humidity in the mobile phone.

Step 7:
all the parts of mobile phone.

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Participant Handbook

3.2.11: Servicing Mobile Phone Having Water Inside

Step 1:

come out. Make sure not to press any of the

Step 2:
the mobile phone.
Step 3:

on the motherboard especially to the areas

cause permanent damage also.

Step 4:
phone.
Step 5:

front panel and speaker areas.

Step 6:
middle body. Motherboard of all brands and

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 Mobile Phone Hardware Repair Technician

Step 7:
Antenna socket slot

phone.

Antenna socket

Step 8: Step 9:

Camera
Display

Step 10: Step 11:

Motherboard

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Step 12:

Hot Air Gun

Step 13:
Dom Sheet

Step 14:

display is connected on to the mother

Motherboard

Hot Air Gun

Step 15:

Microphone

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 Mobile Phone Hardware Repair Technician

Step 16:

apply soldering paste at display solder

hold the display and apply heat from one

motherboard are intact.

Step 17 :
holder
Step 18:

Step 19:
erboard and clean the board using brush. It
helps to clean dust and moisture from the
motherboard.
Step 20:

motherboard also.
Step 21:

Step 22:

is dry turn the motherboard and dry the back

spot dry it back using hot air gun.

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Step 23:

again place the motherboard on motherboard

holder

Step 24:

Location to connect
Vibrator

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 Mobile Phone Hardware Repair Technician

Step 25:

Step 26:
small amount of soldering paste on its

Step 27:
Step 28:

Step 29: This is the base of MIC and it

MIC Base
MIC
MIC
connected in many types of mobile
phone. First apply small amount of
soldering paste on the base and then

Step 30:

display pins and clean it using solder gun.

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Step 31:

Display Strip

er thus before soldering it is must to apply soldering

Step 32:

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 Mobile Phone Hardware Repair Technician

3.2.12: Jumpering Process

Step 1: During repair process of
Jumper Wire

the jumpering process. In this

do the jumpering process.

When any track is broken in the
mobile phone and need to connect it

process to connect the track and it is

going to learn the process to recon

nect the track.

Step 2:

track in the mobile is broken and

going to do the jumpering process

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Step 3:
paste on another corner of the

Solder Wire Ball

the jumpering process.

Step 4:

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 Mobile Phone Hardware Repair Technician

Step 5:

the help of solder gun and then

jumpering from SIM tray pin to base

of track. This process is called
jumpering

problem.

3.2.12.1: Charging Connector Jumpering

Step 1:
connector jumpering. Usually charging
problem in mobile is similar to other prob

Charging Connector

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Step 2: In case either of reading is not coming then

the connector.

This is fuse. This fuse helps to restrict electricity

Step 3:

154
 Mobile Phone Hardware Repair Technician

3.2.12.2:

Step 1:

of the ringer.

minus.

Step 2:

get the reading.

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3.2.12.3: Headphone Connector Jumpering

Step 1: Headphone jack connector may be dam

Step 2: Headphone track is broken – If the track of

jumpering of headphone connector.

Step 3:

need to do the jumpering of headphone connector.

Step 4: Usually there are eight tracks of headphone connector,

minus.

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 Mobile Phone Hardware Repair Technician

Step 5:

needs to be connected to number 2 point. This is

Step 6:

need to check these tracks.

Step 7:

number 2 point

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3.2.13: IC jumpering

3.2.13.1: Charging IC

We cannot replace it but can do the jumper

3.2.13.2: Headphone IC

top of headphone connector. We cannot replace it but can

3.2.13.3: Light IC

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 Mobile Phone Hardware Repair Technician

3.2.13.4: MIC IC

do jumpering for this IC.

3.2.13.5: Ringer IC

3.2.13.6: SIM IC

top of SIM reader.

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3.2.13.7: MMC IC

Types of MMC IC
Silver MMC IC

3.2.13.8: Keypad IC

Normal Keypad IC

for this IC

Regular Keypad IC

do jumpering for this IC

can do the jumpering for this IC.

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 Mobile Phone Hardware Repair Technician

3.2.13.9: Display IC
Regular Display IC

also do jumpering for this IC.

3.2.13.10: Certain Rules for Placing IC on Board

Step 1: We need to search the IC on mother

any internet search engine. Search by model Search

name and IC name and click on image

result.

go to internet search engine and in search

bar type 3110 SIM IC type and search for
the result.

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Step 2:
the reason behind damage.

Step 3: Upper point on IC

Step 4:

Step 5:
this means IC is faulty

Step 6:
ponents should not get damaged and to protect those

surrounding component

Step 7:

erly.

Step 8:

Step 9:

Step 10.

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3.2.14: Types of Sensor

Proximity Sensor –

Gesture Sensor – This type of sensor mainly reads the

Hand etc...

Fig: 3.2.14.1 Gesture Sensor

RGB Light Sensor – This sensor measures the colour

camera for light adjustment

Gyro Sensor –

Fig: 3.2.14.3 Gyro Sensor

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Accelerometer –

gadgets.

Fig: 3.2.14.4 Accelerometer

Temperature / Humidity sensor – This sensor is used to check

sensor

Barometer – This sensor is used to check

MEMS sensor
1.2mm

3mm

Fig: 3.2.14.7 Barometer

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 Mobile Phone Hardware Repair Technician

Hall Sensor –
closed.

Hall sensor

Fig: 3.2.14.8 Hall Sensor

in gaming and opening phone lock

Ambient Light Sensor – This sensor is used to check light

intensity in outer atmosphere and accordingly adjust
brightness of display.

Gravity Sensor –

gaming.

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3.2.15:

3.2.16:

load them

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 Mobile Phone Hardware Repair Technician

Notes

167
Participant Handbook

A. 2010 B. 2012 C. 2009

A. 2012 B. 2013 C. 2011

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Assignments

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Work Ethics
Unit 4.1 – Effec ve Communica on and Coordina on at
Work
Unit 4.2 – Working Effec vely and Maintaining Discipline
at Work
Unit 4.3 – Maintaining Social Diversity at Work

ELE/N9905
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Key Learning Outcomes

By the end of this unit, participants will be able to:
1. State the importance of work ethics and workplace etiquette
2. State the importance of effective communication and interpersonal skills
3. Explain ways to maintain discipline in the workplace
4. Discuss the common reasons for interpersonal conflict and ways of managing them effectively.

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UNIT 4.1: Effective Communication and Coordination at Work

Unit Objectives
By the end of this unit, participants will be able to:
1. Work efffectely at the workplace.
2. Demonstrate practicesrelated to gender and PwD sensitazation.

4.1.1 Importance of Work Ethics and Workplace Etiquette

Workplace ethics are a set of moral and legal guidelines that organizations follow. These
guidelines influence the way customers and employees interact with an organization. Workplace
ethics essentially guide how an organization serves its clients and treats its employees.
For example, if a company seeks to fulfil the promises it makes, it may develop processes and set
up a robust support system to address this policy and build customer/client loyalty. To achieve this
goal, the company may implement specific incentive programs for employees to encourage them
to produce high-quality work and ensure the organization fulfils the promises it makes to its
clients/ customers.
Many organizations, often the large ones, set detailed ethical codes to guide their operations and
control how the organizational processes impact the stakeholders. These ethics usually help
organizations maintain certain standards of responsibility, accountability, professionalism and
among others, as they navigate through different challenges and day-to-day circumstances. By
following these guidelines, organizations often experience several benefits that improve the lives
of stakeholders, such as customers, employees, leaders, etc.

Examples of Common Workplace Ethics

Accountability
Responsibility
Equality
Transparency
Trust
Fulfilling promises
Loyalty
Fairness
Cooperaton
Dedication
Discipline
Professionalism

Fig. 4.1.1 Examples of Common Workplace Ethics

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Workplace ethics are essen al for a successful organiza on with a sa sfied and loyal team. High ethical
standards help in ensuring all stakeholders, such as customers, investors, employees, and other
individuals involved in the workplace opera ons, feel the organiza on is safeguarding their interests. By
crea ng and implemen ng ethical guidelines, organiza ons can keep the best interests of their
employees in mind while maintaining a posi ve influence on those they impact through their processes.
As a result, employees maintain the organiza on's best interests by being ethical in their daily work
du es. For example, fairly-treated employees of an organiza on who understand the organiza on's
commitments to environmental sustainability are usually less likely to behave in a manner that causes
harm to the environment. Thus, they help maintain a posi ve public image of the organiza on. It means
that workplace ethics help in maintaining reciprocal rela onships that benefit organiza ons at large and
the individuals associated with and influenced by the organiza onal policies.

Benefits of Workplace Ethics

There are various benefits of implemen ng workplace ethics. When organiza ons hold themselves
to high ethical standards, leaders, stakeholders, and the general public can experience significant
improvements. Following are some of the key benefits of employing ethics in the workplace:

Employee satsffacon

Improved workplace culture

Legal compliance

Improved public reputa on

Customer engagement and loyalty

Streamlined decision-making processes

Fig. 4.1.2 Benefits of Workplace Ethics

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4.1.2 Interpersonal Communica on

Interpersonal communica on is a process that involves sharing ideas and emo ons with another
person, both - verbally and non-verbally. It is essen al to interact effec vely with others in both
personal and professional lives. In professional life or the workplace, strong interpersonal skills play a
crucial role in achieving effec ve collabora on with colleagues.

Interpersonal Skills
Interpersonal skills, in other terms, are known as people skills, which are used to communicate and
interact with others effec vely. These are so� skills one uses to communicate with others and
understand them. One uses these skills in daily life while interac ng with people

Examples of Interpersonal Skills

Ac v listening

Teamwork

Responsibility

Dependability

Leadership

Motvaaon

Flexibility

Patence

Empathy

Conflict resooluon

Nego atn

Fig 4.1.3 Examples of Interpersonal Skills

Numerous interpersonal skills involve communica on. Communica on can be verbal, such as
persuasion or tone of voice — or non-verbal, such as listening and body language.

Importance of Interpersonal Skills

Interpersonal skills are essen al for communica ng and collabora ng with groups and individuals in
both personal and professional life. People with strong interpersonal skills o�en are able to build good
rela onships and also tend to work well with others. Most people o�en enjoy working with co-workers
who have good interpersonal skills.
Among other benefits of good interpersonal skills is the ability to solve problems and make the best
decisions. One can use the ability to understand others and good interpersonal communica on skills to
find the best solu on or make the best decisions in the interest of everyone involved. Strong
interpersonal skills help individuals work well in teams and collaborate effec vely. Usually, people who
possess good interpersonal skills also tend to be good leaders, owing to their ability to communicate
well with others and mo vate the people around them.

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Interpersonal communica onis the key to working in a team environment and working ccollectely to
achieve shared goals. Following are the interperso

Verbal Communica on
The ability to speak clearly, appropriately and confidently can help one communicate effec vely with
others. It is vital to select the appropriate vocabulary and tone for the target audience.
For example – one should speak formally and professionally in the work environment, while informal
language is acceptable in an in mate environment with close friends and family. Also, one should avoid
using complex or technical language while communica ng with an audience that may not be familiar
with it. Using simple language in a courteous tone helps achieve be�er communica on, irrespec ve of
the audience.

Ac ve Listening
Ac ve listening is defined as the ability to pay complete or undivided a�en on to someone when they
speak and understand what they are saying. It is important for effec ve communica on because
without understanding what the speaker is saying, it becomes difficult to carry forward a conversa on.
One should ensure to use appropriate verbal and non-verbal responses, e.g. eye contact, nodding, or
smiling, to show interest in what the speaker says. Ac ve listening is also about paying a�en on to the
speaker's body language and visual cues. Asking and answering ques ons is one of the best ways to
demonstrate an interest in conversing with the other person.
Ac ve listening is cri cal for communica ng effec vely without ambiguity. It helps one understand the
informa on or instruc ons being shared. It may also encourage co-workers to share their ideas, which
ul mately helps achieve collabora on.

Body Language
One's expression, posture, and gestures are as important as verbal communica on. One should prac ce
open body language to encourage posi vity and trust while communica ng. Open body language
includes - maintaining eye contact, nodding, smiling and being comfortable. On the other hand, one
should avoid closed body language, e.g. crossed arms, shi�ing eyes and restless behaviour.

Empathy
Empathy is the ability to understand the emo ons, ideas and needs of others from their point of view.
Empathy is also known as emo onal intelligence. Empathe c people are good at being aware of others'
emo ons and compassionate when communica ng with them. Being empathe c in the workplace can
be good to boost the morale of employees and improve produc vity. By showing empathy, one can gain
the trust and respect of others.

Conflict Resolu on
One can use interpersonal communica on skills to help resolve disagreements and conflicts in the
workplace. This involves the applica on of nego a on and persuasion skills to resolve arguments
between conflic ng par es. It is also important to evaluate and understand both sides of the argument
by listening closely to everyone involved and finding an amicable solu on acceptable to all.
Good conflict resolu on skills can help one contribute to crea ng a collabora ve and posi ve work
environment. With the ability to resolve conflicts, one can earn the trust and respect of co-workers.nal
communica onskills that vital for success at work:

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Teamwork
Employees who communicate and work well in a team o�en have be�er chances of achieving success
and common goals. Being a team player can help one avoid conflicts and improve produc vity. One can
do this by offering to help co-workers when required and asking for their feedback and ideas. When
team members give their opinions or advice, one should posi vely receive and react to the
opinions/advice. One should be op mis c and encouraging when working in groups.

Improving Interpersonal Skills

One can develop interpersonal skills by prac sing good communica on and se�ng goals for
improvement. One should consider the following ps to improve their interpersonal skills:
Ÿ One should ask for feedback from co-workers, managers, family or friends to figure out what needs
improvement concerning their interpersonal skills.
Ÿ One can iden fy the areas of interpersonal communica on to strengthen by watching others.
Ÿ One can learn and improve interpersonal skills by observing co-workers, company leaders and
professionals who possess good interpersonal skills. This includes watching and listening to them to
note how they communicate and the body language used by them. It is vital to note their speed of
speaking, tone of voice, and the way they engage with others. One should prac ce and apply such
traits in their own interac ons and rela onships.
Ÿ One should learn to control their emo ons. If stressed or upset, one should wait un l being calm to
have a conversa on. One is more likely to communicate effec vely and confidently when not under
stress.
Ÿ One can reflect on their personal and professional conversa ons to iden fy the scope of
improvement and learn how to handle conversa ons be�er or communicate more clearly. It helps to
consider whether one could have reacted differently in a par cular situa on or used specific words or
posi ve body language more effec vely. It is also vital to note the successful and posi ve interac ons
to understand why they are successful.
Ÿ One should prac ce interpersonal skills by pu�ng oneself in posi ons where one can build
rela onships and use interpersonal skills. For example, one can join groups that have organized
mee ngs or social events. These could be industry-specific groups or groups with members who
share an interest or hobby.
Ÿ Paying a�en on to family, friends and co-workers and making efforts to interact with them helps a
lot. One should complement their family, friends and co-workers on their good ideas, hard work and
achievements. Trying to understand someone's interests and showing interest in knowing them can
help one build strong interpersonal skills. Offering to help someone, especially in difficult situa ons,
helps build stronger and posi ve workplace rela onships.
Ÿ One should avoid distrac ons, such as a mobile phone, while interac ng with someone. Giving
someone full a�en on while avoiding distrac ons helps achieve a clear exchange of ideas. By
listening with focus, one can understand and respond effec vely.

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Ÿ One can a�end appropriate courses on interpersonal skills or sign up for workshops at work to
improve interpersonal skills. One can find many resources online also, such as online videos.
Ÿ For personal mentoring, one can approach a trusted family member, friend, co-worker, or current/
former employer. A person one looks up to with respect and admires is o�en a good choice to be
selected as a mentor. One can even hire a professional career or communica on coach.
Interpersonal communica on skills o�en help one boost their morale, be more produc ve in the
workplace, complete team projects smoothly and build posi ve and strong rela onships with co-
workers.

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Notes

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UNIT 4.2: Working Efffectely and Maintaining Discipline at Work

Unit Objec ves

By the end of this unit, par cipants will be able to:
Ÿ Discuss the importance of following organizational guidelines for dress code, time schedules,
language usage and other behavioural aspects
Ÿ Explain the importance of working as per the workflow of the organization to receive instructions
and report problems
Ÿ Explain the importance of conveying information/instructions as per defined protocols to the
authorised persons/team members
Ÿ Explain the common workplace guidelines and legal requirements on non-disclosure and
confidentiality of business-sensitive information
Ÿ Describe the process of reporting grievances and unethical conduct such as data breaches, sexual
harassment at the workplace, etc.
Ÿ Discuss ways of dealing with heightened emotions of self and others.

4.2.1 Discipline at Work

Discipline is essential for organizational success. It helps improve productivity, reduce conflict and
prevent misconduct in the workplace. It is important to have rules concerning workplace discipline and
ensure that all employees comply with them. In the absence of discipline, a workplace may experience
conflicts, bullying, unethical behaviour and poor employee performance. An efficient workplace
disciplinary process helps create transparency in the organization. Benefits of disciplinary standards:

All employees follow the same rules which helps establish uniformity and equality
in the workplace

Managers and supervisors have defined guidelines on what accon to take while
ini atg disciplinary y aon

With well-defined and enforced disciplinary rules, an organiizaon can avoid

various safety, security, rupa nal risks

Fig 4.2.1 Benefits of Disciplinary Standards

Maintaining an organized and cohesive workforce requires maintaining discipline in both personal and
professional behaviour. It is important to follow the appropriate measures to keep employees in line
without affecting their morale.

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Defining Discipline
The first and crucial step in maintaining workplace discipline is to define what is meant by discipline. It
helps to evaluate common discipline problems and devise guidelines for handling them effectively.

Among a number of areas, discipline usually covers:

Personal
use of
Personal company
e use in assets
Harassment the office
Company
processes
Dress code and
Deadlines procedures
Atendance

Fig 4.2.2 Examples of Workplace Discipline

According to demography and local issues, it may also include substance use and related issues.

It is vital for a workplace to have an employee handbook or company policy guide, to serve as a
rulebook for employees to follow. The employee handbook/ company policy guide should be reviewed
and updated periodically according to any issues or areas, or concerns identified concerning workplace
discipline. Such manuals should also cover all the laws and regulations governing workplace behaviour.

Defining and documenting workplace rules aids in their implementation, ensuring little or no
ambiguity. All employees in a workplace should also have easy access to the workplace guidelines so
that they can refer to them to get clarity whenever required. To maintain discipline at work, it is also
critical to ensure uniform application of workplace guidelines to all employees without exception.

4.2.2 Employee Code of Conduct

The employee code of conduct manual serves as a guide for employees to inform them regarding the
behaviour expected from them at work. It helps create a good work environment with consistent
behaviour from employees. The manual should list examples of acceptable and not acceptable
behaviours at work. The code of conduct should be discussed with employees so that they have the
clarifications required.
For example, an organization may create guidelines concerning the conduct with clients to ensure no
contact is made with them except for business purposes, also prescribing the use of appropriate means
of communication.
Employees should have a clear understanding concerning their job responsibilities and the behaviour
expected from them with all stakeholders, e.g. company personnel, clients and associated third parties.
It is critical to have documented guidelines for employees to follow concerning all aspects of work. It
should also document the disciplinary action to be followed in case of non-compliance, e.g. verbal and

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then written warning, temporary suspension or eventual termination of service in case of repeated non-
compliance with the employee code of conduct. Employees should know what the company rules are and
what will happen if they break the rules. However, disciplinary action should be initiated only when
reasonably required to avoid its misuse for employee harassment.

There should also be an effective mechanism for employees to raise their concerns/ grievances and have
them addressed while maintaining privacy, as required, e.g. raising concerns regarding the behaviour of a
co-worker.

The employee code of conduct manual must be duly reviewed and approved by the concerned
stakeholders, such as the Human Resources (HR) department and company executives.

4.2.3 Interpersonal Conflicts

Interpersonal conflict is any type of conflict between two or more people. These are found in both -
personal and professional relationships - among friends, family, and co-workers. In the workplace,
interpersonal conflict is often observed when a person or group of people interfere with another
person's attempts at completing assignments and achieving goals. It is critical to resolve conflicts in the
workplace to boost the morale of employees, repair working relationships among them, and improve
customer satisfaction.

Reasons for Workplace Conflicts

Workplace conflicts are often observed when two or more people have different points of view. This
can happen between managers, co-workers, or clients and customers. In general, interpersonal
conflicts are caused by a lack of communication or unclear communication.
Some of the leading reasons for workplace conflicts are:
Ÿ Difference in values
Ÿ Personality clashes
Ÿ Poor communication
Example of poor communication – if a manager reassigns a task to another employee without
communicating with the employee to whom it was originally assigned, interpersonal conflict can arise
among them. This may potentially make the first employee, i.e. who was originally assigned the task,
feel slighted and mistrusted by the manager. It may even cause animosity in the first employee toward
the employee who has now been assigned the task.

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Types of Interpersonal Conflict

Following are the four types of interpersonal conflicts:

a. Policy-related interpersonal conflict

When a conflict relates to a decision or situation that involves both parties, it can be called a
policy-related interpersonal conflict. Example – two people or groups working on the same
project, trying to adopt different approaches. To resolve policy-related interpersonal conflicts,
the parties involved should try to look for a win-win situation or make a compromise. This is
especially critical to resolve trivial issues so that work is not affected and common goals are
achieved.

b. Pseudo-conflicts
Pseudo-conflict arises when two people or groups want different things and cannot reach an
agreement. Pseudo-conflicts usually involve trivial disagreements that tend to hide the root of
the issue.

c. Ego-related interpersonal conflicts

In ego conflicts, losing the argument may hurt or damage a person's pride. Sometimes ego
conflicts arise when a number of small conflicts pile up on being left unresolved. To resolve ego-
related conflicts, it's best to find the root of the issue and work towards a resolution.

d. Value-related interpersonal conflicts

Sometimes conflicts may occur between people when they have different value systems. Such
conflicts can be difficult to identify initially, making the people involved think the other party is
being disagreeable or stubborn, wherein they just have different values. Some co-workers may
highly value their personal/ family time after office that they may be unreachable to clients
during non-office hours, while others may place a high value on client satisfaction and may still
be available for clients during non-office hours. Conflict may arise among such people when
they may be required to coordinate to help a client during after-office hours. Value-related
interpersonal conflicts are often difficult to settle since neither party likes to compromise.

Resolving Interpersonal Conflicts

Conflicts are usually likely in the workplace; they can, however, be prevented. Often resolving
interpersonal conflicts through open communication helps build a stronger relationship, paving the
way for effective coordination and success. Some ways to resolve interpersonal conflict:
Ÿ Communication - A great way to resolve interpersonal conflicts is for the opposing parties to listen
to one another's opinions and understand their viewpoints. Meeting in person and keeping the
conversation goal-oriented is important. One can have effective communication by following some
measures, e.g. staying on the topic, listening actively, being mindful of the body language,
maintaining eye contact, etc.

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Ÿ Active Listening - One should patiently listen to what the other person is saying without interrupting
or talking over them. It helps one display empathy and get to the root of the issue. Asking questions
to seek clarification when required helps in clear communication and conveys to the other person
that one is listening to them. Practising active listening is a great way to improve one's
communication skills.
Ÿ Displaying Empathy - Listening attentively and identifying the anxieties/ issues of co-workers is a
great way to show empathy and concern. It is essential to understand their feelings and actions to
encourage honesty and avoid future conflict.
Ÿ Not Holding Grudges - With different types of people and personalities in a workplace, it is common
for co-workers to have conflicts. It is best to accept the difference in opinions and move on. Being
forgiving and letting go of grudges allows one to focus on the positive side of things and perform
better at work.

Work-related interpersonal conflicts can be complicated because different people have different
leadership styles, personality characteristics, job responsibilities and ways in which they interact. One
should learn to look above interpersonal conflicts, resolving them to ensure work goals and
environment are not affected.

4.2.4 Importance of Following Organiza onal Guidelines

Policies and procedures or organizational guidelines are essential for any organization. These provide a
road map for the operations of the organization. These are also critical in ensuring compliance with the
applicable laws and regulations by guiding the decision-making process and business operations.
Organizational guidelines help bring uniformity to the operations of an organization, which helps
reduce the risk of unwanted and unexpected events. These determine how employees are supposed to
behave at work, which ultimately helps the business achieve its objectives efficiently.
However, organizational guidelines are ineffective and fail to serve their purpose if they are not
followed. Many people don't like the idea of following and abiding by specific guidelines. Such people
should be made to understand the benefits of following the organizational guidelines. Some of the key
benefits are given below:

With well-defined organizational guidelines in place, no individual can act arbitrarily, irrespective of
their position in the organization. All individuals will know the pros and cons of taking certain actions
and what to expect in case of unacceptable behaviour. Benefits of following organizational guidelines:

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Ÿ Consistent processes and structures - Organization guidelines help maintain consistency in

operations, avoiding any disorder. When all employees follow the organizational guidelines, an
organization can run smoothly. These ensure that people in different job roles operate as they are
supposed to, knowing what they are responsible for, what is expected of them, and what they can
expect from their supervisors and co-workers. With clarity in mind, they can do their jobs with
confidence and excellence. With every person working the way intended, it's easy to minimise
errors.
With all the staff following organizational guidelines, the organization has a better scope of using
time and resources more effectively and efficiently. This allows the organization to grow and
achieve its objectives.
Ÿ Better quality service - By following organizational guidelines, employees perform their duties
correctly as per the defined job responsibilities. It helps enhance the quality of the organization's
products and services, helping improve the organization's reputation. Working with a reputable
organization, employees can take pride in their work and know they are contributing to the
reputation.
Ÿ A safer workplace - When all employees follow organizational guidelines, it becomes easy to
minimise workplace incidents and accidents. It reduces the liabilities associated with risks for the
organization and limits the interruptions in operations. Employees also feel comfortable and safe in
the workplace, knowing their co-workers are ensuring safety at work by following the applicable
guidelines.

Different organizations may have different guidelines on dress code, time schedules, language usage,
etc. For example – certain organizations in a client-dealing business requiring employees to meet
clients personally follow a strict dress code asking their employees to wear formal business attire.
Similarly, organizations operating in specific regions may require their employees to use the dominant
regional language of the particular region to build rapport with customers and serve them better.
Certain organizations, such as banks, often give preference to candidates with knowledge of the
regional language during hiring.
Working hours may also differ from one organization to another, with some requiring employees to
work extra compared to others. One should follow the organizational guidelines concerning all the
aspects of the employment to ensure a cohesive work environment.

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4.2.5 Workflow
Workflow is the order of steps from the beginning to the end of a task or work process. In other words,
it is the way a particular type of work is organised or the order of stages in a particular work process.
Workflows can help simplify and automate repeatable business tasks, helping improve efficiency and
minimise the room for errors. With workflows in place, managers can make quick and smart decisions
while employees can collaborate more productively.
Other than the order that workflows create in a business, these have several other benefits, such as:
Ÿ Identifying Redundancies - Mapping out work processes in a workflow allows one to get a clear, top-
level view of a business. It allows one to identify and remove redundant or unproductive processes.

Workflow gives greater insights into business processes. Utilizing such useful insights, one can
improve work processes and the bottom line of the business. In many businesses, there are many
unnecessary and redundant tasks that take place daily. Once an organization has insight into its
processes while preparing workflow, it can determine which activities are really necessary.

Identifying and eliminating redundant tasks creates value for a business. With redundant tasks and
processes eliminated, an organization can focus on what's important to the business.

Ÿ Increase in Accountability and Reduction in Micromanagement - Micromanagement often causes

problems in a business setting as most employees don't like being micromanaged, and even many
managers don't like the practice. Micromanagement is often identified as one of the reasons why
people quit their job.

However, the need for micromanagement can be minimized by clearly mapping out the workflow.
This way, every individual in a team knows what tasks need to be completed and by when and who
is responsible for completing them. This makes employees more accountable also.

With clearly defined workflow processes, managers don't have to spend much time
micromanaging their employees, who don't have to approach the manager to know what the
further steps are. Following a workflow, employees know what is going on and what needs to be
done. This, in turn, may help increase the job satisfaction of everyone involved while improving the
relationships between management and employees.

Ÿ Improved Communication - Communication at work is critical because it affects all aspects of an

organization. There are instances when the main conflict in an organization originates from
miscommunication, e.g. the management and employees disagreeing on an aspect, despite
pursuing the same objectives. Poor communication is a common workplace issue that is often not
dealt with.

Ÿ This highlights why workflow is important. Workplace communication dramatically can increase
with the visibility of processes and accountability. It helps make the daily operations smoother
overall.

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Ÿ Better Customer Service - Customers or clients are central to a business. Therefore, it is imperative
to find and improve ways to improve customer experience. Relying on outdated manual systems
may cause customer requests or complaints to be overlooked, with dissatisfied customers taking
their business elsewhere. However, following a well-researched and defined workflow can help
improve the quality of customer service.
By automating workflows and processes, an organization can also reduce the likelihood of human error.
This also helps improve the quality of products or services over time, resulting in a better customer
experience.

4.2.6 Following Instruc ons and Repor ng Problems

All organizations follow a hierarchy, with most employees reporting to a manager or supervisor. For
organizational success, it is vital for employees to follow the instructions of their manager or
supervisor. They should ensure they perform their duties as per the given instructions to help achieve
the common objectives of the organization and deliver quality service or products. This consequently
helps maintain the reputation of the organization.

It is also important to be vigilant and identify problems at work or with the organizational work
processes. One should deal with the identified within their limits of authority and report out of
authority problems to the manager/ supervisor or the concerned person for a prompt resolution to
minimise the impact on customers/clients and business.

4.2.7 Informa on or D ta Sharing

Information or data is critical to all organizations. Depending on the nature of its business, an
organization may hold different types of data, e.g. personal data of customers or client data concerning
their business operations and contacts. It is vital to effective measures for the appropriate handling of
different types of data, ensuring its protection from unauthorized access and consequent misuse.

One should access certain data only if authorised to do so. The same is applicable when sharing data
which must be shared only with the people authorised to receive it to use it for a specific purpose as
per their job role and organizational guidelines. For example – one should be extra cautious while
sharing business data with any third parties to ensure they get access only to the limited data they
need as per any agreements with them. It is also critical to monitor how the recipient of the data uses
it, which should strictly be as per the organizational guidelines. It is a best practice to share appropriate
instructions with the recipient of data to ensure they are aware of the purpose with which data is
being shared with them and how they are supposed to use and handle it. Any misuse of data must be
identified and reported promptly to the appropriate person to minimise any damage arising out of data
misuse.

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These days most organizations require their employees and business partners or associated third
parties to sign and accept the relevant agreement on the non-disclosure of business-sensitive
information. In simple terms, business-sensitive information is confidential information. It is
proprietary business information collected or created during the course of conducting business,
including information about the business, e.g. proposed investments, intellectual property, trade
secrets, or plans for a merger and information related to its clients. Business-sensitive information may
sometimes also include information regarding a business's competitors in an industry.
The release of business-sensitive information to competitors or the general public poses a risk to a
business. For example, information regarding plans for a merger could be harmful to a business if a
competitor gets access to it.

4.2.8 Repor ng Issues at Work

Most organizations have defined guidelines on appropriate reporting processes to be followed for
reporting different types of issues. For example – one can report any grievances or dissatisfaction
concerning co-workers to their manager/supervisor, e.g. data breaches or unethical conduct. If the
concern is not addressed, then the employee should follow the organizational guidelines and hierarchy
for the escalation of such issues that are not addressed appropriately.

For example – any concern related to sexual harassment at the workplace should be escalated to the
concerned spokesperson, such as Human Resources (HR) representative, and if not satisfied with the
action taken, it should be reported to the senior management for their consideration and prompt
action.

4.2.9 Dealing with Heightened Emo ons

Humans are emotional beings. There may be occasions when one is overwhelmed by emotions and is
unable to suppress them. However, there may be situations when one must manage emotions well,
particularly at work.
Stress in one's personal and professional life may often cause emotional outbursts at work. Managing
one's emotions well, particularly the negative ones, is often seen as a measure of one's
professionalism. Anger, dislike, frustration, worry, and unhappiness are the most common negative
emotions experienced at work.
Ways to manage negative emotions at work:
Ÿ Compartmentalisation – It's about not confining emotions to different aspects of one's life. For
example, not letting negative emotions from personal life affect work-life and vice versa. One
should try to leave personal matters and issues at home. One should train their mind to let go of
personal matters before reaching work. Similarly, one can compartmentalise work-related stresses
so that negative emotions from work don't affect one's personal life.

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Ÿ Deep breathing and relaxation – Deep breathing helps with anxiety, worry, frustration and anger.
One should take deep breaths, slowly count to ten - inhaling and exhaling until one calms down.
One can also take a walk to calm down or listen to relaxing music. Talking to someone and sharing
concerns also helps one calm down.

Ÿ The 10-second rule - This is particularly helpful in controlling anger and frustration. When one feels
their temper rising, they should count to 10 to calm down and recompose. If possible, one should
move away to allow temper to come down.

Ÿ Clarify - It is always good to clarify before reacting, as it may be a simple case of misunderstanding
or miscommunication.

Ÿ Physical activity - Instead of losing temper, one should plan to exercise, such as running or going to
the gym, to let the anger out. Exercise is also a great way to enhance mood and release any physical
tension in the body.

Ÿ Practising restraint - One should avoid replying or making a decision when angry, not allowing anger
or unhappiness to cloud one's judgement. It may be best to pause any communication while one is
angry, e.g. not communicating over email when angry or upset.

Ÿ Knowing one's triggers - It helps when one is able to recognise what upsets or angers them. This
way, one can prepare to remain calm and plan their reaction should a situation occur. One may even
be able to anticipate the other party's reaction.

Ÿ Be respectful - One should treat their colleagues the same way one would like to be treated. If the
other person is rude, one need not reciprocate. It is possible to stay gracious, firm and assertive
without being aggressive. Sometimes, rude people back away when they don't get a reaction from
the person they are arguing with.

Ÿ Apologise for any emotional outburst – Sometimes, one can get overwhelmed by emotions,
reacting with an emotional outburst. In such a case, one should accept responsibility and apologise
immediately to the affected persons without being defensive.

Ÿ Doing away with negative emotions - It is recommended to let go of anger, frustration and
unhappiness at the end of every workday. Harbouring negative emotions affects one emotionally,
affecting their job performance also. Engaging in enjoyable activities after work is a good stress
reliever.

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UNIT 4.3: Maintaining Social Diversity at Work

Unit Objec ves

By the end of this unit, par cipants will be able to:
1. Explain the concept and importance of gender sensi vityand equality.
2. Discuss ways to create sensi vityfor different genders and Persons with h Disabili (PwD).

4.3.1 Gender Sensi vity

Gender sensitivity is the act of being sensitive towards people and their thoughts regarding gender. It
ensures that people know the accurate meaning of gender equality, and one's gender should not be
given priority over their capabilities.

Fig 4.3.1 Gender Equality

Women are an important source of labour in many sectors, yet they have limited access to resources
and benefits. Women should receive the same benefits and access to resources as men. A business can
improve its productivity and quality of work by providing better support and opportunities to women.

Important Terms
Ÿ Gender Sensitivity- Gender sensitivity is the act of being sensitive to the ways people think about
gender.
Ÿ Gender Equality - It means persons of any gender enjoy equal opportunities, responsibilities, and
rights in all areas of life.
Ÿ Gender Discrimination – It means treating an individual unequally or disadvantageously based on
their gender, e.g. paying different wages to men and women for similar or equal job positions.

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Strategies for Enhancing Gender Equity

To enhance gender equity, one should:
Ÿ Follow gender-neutral practices at all levels at work.
Ÿ Participate together in decision-making.
Ÿ Help in promoting women's participation in different forums.
Ÿ Assist women in getting exposure to relevant skills and practices.
Ÿ Assist women in capacity building by mentoring, coaching or motivating them, as appropriate.
Ÿ Assist in the formation and operation of women support groups.
Ÿ Assist in the implementation of women-centric programmes.
Ÿ Combine technical training with reproductive health and nutrition for coffee farming households.
Ÿ Assist in making a work environment that is healthy, safe, and free from discrimination.

Bridging Gender Differences

Men and women react and communicate very differently. Thus, there are some work differences as
both genders have their style and method of handling a situation.

Although, understanding and maturity vary from person to person, even between these genders, based
on their knowledge, education, experience, culture, age, and upbringing, as well as how one's brain
functions over a thought or problem.
In order to bridge the gap, one should:
Ÿ Not categorize all men and women in one way.
Ÿ Be aware of the verbal and non-verbal styles of communication of every gender to avoid any
miscommunication and work better.
Ÿ Be aware of partial behaviour and avoid it.
Ÿ Encourage co-workers of different genders to make room by providing space to others.

Ways to reduce Gender Discrimination

Ÿ Effective steps against sexual harassment by the concerned authorities and general public.
Ÿ Gender stereotypes are how society expects people to act based on their gender. This can only be
reduced by adopting appropriate behaviour and the right attitude.
Ÿ Objectification of females must be abolished.

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Ways to Promote Gender Sensitivity in the Workplace

Practices that promote gender diversity should be adopted and promoted.
Ÿ All genders should receive equal responsibilities, rights, and privileges.
Ÿ All genders should have equal pay for similar or the same job roles/ positions.
Ÿ Strict and effective workplace harassment policies should be developed and implemented.
Ÿ An open-minded and stress-free work environment should be available to all the employees,
irrespective of their gender.
Ÿ Women should be encouraged to go ahead in every field of work and assume leadership roles.
Ÿ Follow appropriate measures for women's empowerment.
Ÿ Men should be taught to be sensitive to women and mindful of their rights.

4.3.2 PwD Sensi vity

Some individuals are born with a disability, while others may become disabled due to an accident,
illness or as they get old. People with Disabilities (PwD) may have one or more areas in which their
functioning is affected. A disability can affect hearing, sight, communication, breathing, understanding,
mobility, balance, and concentration or may include the loss of a limb. A disability may contribute to
how a person feels and affect their mental health

Important Terms
·Persons with Disabilities (PwD) – Persons with Disabilities means a person suffering from not less
than 40% of any disability as certified by a medical authority.

·Types of Disability:
a. Blindness – Visually impaired
b. Low Vision
c. Leprosy Cured
d. Hearing impairment
e. Locomotor disability
f. Mental retardation
g. Mental illness

PwD Sensitivity
PwD sensitivity promotes empathy, etiquette and equal participation of individuals and organizations
while working with individuals with a disability, e.g. sensory, physical or intellectual.

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Ways to be PwD Sensitive

To be sensitive to PwD, one should:

Ÿ Be respectful to all Persons with Disabilities (PwD) and communicate in a way that reflects PwD
sensitivity.
Ÿ Always be supportive and kind towards a PwD with their daily chores.
Ÿ Be ready to assist a PwD to help them avail of any benefit/ livelihood opportunity/ training or any
kind that helps them grow.
Ÿ Encourage and try to make things easier and accessible to PwD so that they can work without or with
minimum help.
Ÿ Protest where feasible and report any wrong act/behaviour against any PwD to the appropriate
authority.
Ÿ Learn and follow the laws, acts, and policies relevant to PwD.

Appropriate Verbal Communication

As part of appropriate verbal communication with all genders and PwD, one should:
Ÿ Talk to all genders and PwD respectfully, maintaining a normal tone of voice with appropriate
politeness. It is important to ensure one's tone of voice does not have hints of sarcasm, anger, or
unwelcome affection.
Ÿ Avoid being too self-conscious concerning the words to use while also ensuring not to use words that
imply one's superiority over the other.
Ÿ Make no difference between a PwD and their caretaker. Treat PwD like adults and talk to them
directly.
Ÿ Ask a PwD if they need any assistance instead of assuming they need it and offering assistance
spontaneously.

Appropriate Non-verbal Communication

Non-verbal communication is essentially the way someone communicates through their body language.
These include:
Ÿ Facial expressions - The human face is quite expressive, capable of conveying many emotions
without using words. Facial expressions must usually be maintained neutral and should change
according to the situation, e.g. smile as a gesture of greeting.
Ÿ Body posture and movement - One should be mindful of how to sit, stand, walk, or hold their head.
For example - one should sit and walk straight in a composed manner. The way one moves and
carries self, communicates a lot to others. This type of non-verbal communication includes one's
posture, bearing, stance, and subtle movements.

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Ÿ Gestures - One should be very careful with their gestures, e.g. waving, pointing, beckoning, or using
one's hands while speaking. One should use appropriate and positive gestures to maintain respect
for the other person while being aware that a gesture may have different meanings in different
cultures.

Ÿ Eye contact - Eye contact is particularly significant in non-verbal communication. The way someone
looks at someone else may communicate many things, such as interest, hostility, affection or
attraction. Eye contact is vital for maintaining the flow of conversation and for understanding the
other person's interest and response. One should maintain appropriate eye contact, ensuring not to
stare or look over the shoulders. To maintain respect, one should sit or stand at the other person's
eye level to make eye contact.
Ÿ Touch - Touch is a very sensitive type of non-verbal communication. Examples are - handshakes,
hugs, pat on the back or head, gripping the arm, etc. A firm handshake indicates interest, while a
weak handshake indicates the opposite. One should be extra cautious not to touch others
inappropriately and avoid touching them inadvertently by maintaining a safe distance.

Rights of PwD

PwD have the right to respect and human dignity. Irrespective of the nature and seriousness of their
disabilities, PwD have the same fundamental rights as others, such as:
Ÿ Disabled persons have the same civil and political rights as other people
Ÿ Disabled persons are entitled to the measures designed to enable them to become as self-
dependent as possible
Ÿ Disabled persons have the right to economic and social security
Ÿ Disabled persons have the right to live with their families or foster parents and participate in all
social and creative activities.
Ÿ Disabled persons are protected against all exploitation and treatment of discriminatory and abusive
nature.

Making Workplace PwD Friendly

Ÿ One should not make PwD feel uncomfortable by giving too little or too much attention
Ÿ One should use a normal tone while communicating with a PwD and treat them as all others keeping
in mind their limitations and type of disability
Ÿ Any help should be provided only when asked for by a PwD
Ÿ One should help in ensuring the health and well-being of PwD.

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Expected Employer Behaviour

Some of the common behavioural traits that employees expect from their employers are:
Ÿ Cooperation: No work is successful without cooperation from the employer's side. Cooperation helps
to understand the job role better and complete it within the given timeline.
Ÿ Polite language: Polite language is always welcomed at work. This is a basic aspect that everybody
expects.
Ÿ Positive Attitude: Employers with a positive attitude can supervise the work of the employees and
act as a helping hand to accomplish the given task. A person with a positive attitude looks at the best
qualities in others and helps them gain success.
Ÿ Unbiased behaviour: Employers should always remain fair towards all their employees. One should
not adopt practices to favour one employee while neglecting or ignoring the other. This might create
animosity among co-workers.
Ÿ Decent behaviour: The employer should never improperly present oneself before the employee. One
should always respect each other's presence and behave accordingly. The employer should not
speak or act in a manner that may make the employee feel uneasy, insulted, and insecure.

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Exercise
1. List down three examples of workplace ethics.
2. List down three examples of interpersonal skills.
3. Identify two reasons for workplace conflicts.
4. Identify two ways of resolving interpersonal conflicts
5. List down two ways of dealing with heightened emotions at work.
6. List down two types of non-verbal communication.

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5. Basic Health and

Safety Prac ces
Unit 5.1 - Workplace Hazards

Unit 5.2 - Fire Safety

Unit 5.3 - First Aid

Unit 5.4 - Waste Management

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Key Learning Outcomes

By the end of this module, par cipa ts will be able to:
1. Discuss job-site hazards, risks and accidents
2. Explain the organizational safety procedures for maintaining electrical safety, handling tools and
hazardous materials
3. Describe how to interpret warning signs while accessing sensitive work areas
4. Explain the importance of good housekeeping
5. Describe the importance of maintaining appropriate postures while lifting heavy objects
6. List the types of fire and fire extinguishers
7. Describe the concept of waste management and methods of disposing of hazardous waste
8. List the common sources of pollution and ways to minimize them
9. Elaborate on electronic waste disposal procedures
10. Explain how the administer appropriate first aid to victims in case of bleeding, burns, choking,
electric shock, poisoning and also administer first aid to victims in case of a heart attack or cardiac
arrest due to electric shock

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UNIT 5.1: Workplace Hazards

Unit Objec ves

By the end of this unit, par cipants will be able to:
• Discuss job-site hazards, risks and accidents
• Explain the organizational safety procedures for maintaining electrical safety, handling tools and
hazardous materials
• Describe how to interpret warning signs while accessing sensitive work areas
• Explain the importance of good housekeeping
• Describe the importance of maintaining appropriate postures while lifting heavy objects
• Explain safe handling of tools and Personal Protective Equipment to be used.

5.1.1 Workplace Safety

Workplace safety is important to be established for creating a safe and secure working for the workers.
The workplace has to be administered as per the rules of the Occupational Safety and Health
Administration (OSHA). It refers to monitoring the working environment and all hazardous factors that
impact employees' safety, health, and well-being. It is important to provide a safe working environment
to the employees to increase their productivity, wellness, skills, etc.

The benefits of workplace safety are:

Ÿ Employee retention increases if they are provided with a safe working environment.
Ÿ Failure to follow OSHA's laws and guidelines can result in significant legal and financial
consequences.
Ÿ A safe environment enables employees to stay invested in their work and increases productivity.
Ÿ Employer branding and company reputation can both benefit from a safe working environment.

5.1.2 Workplace Hazards

5.1.2. Workplace Hazards
A workplace is a situation that has the potential to cause harm or injury to the workers and damage
the tools or property of the workplace. Hazards exist in every workplace and can come from a variety
of sources. Finding and removing them is an important component of making a safe workplace.

Common Workplace Hazards

The common workplace hazards are:
·Biological: The threats caused by biological agents like viruses, bacteria, animals, plants, insects and
also humans, are known as biological hazards.

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Ÿ Chemical: Chemical hazard is the hazard of inhaling various chemicals, liquids and solvents. Skin
irritation, respiratory system irritation, blindness, corrosion, and explosions are all possible health
and physical consequences of these dangers.
Ÿ Mechanical: Mechanical Hazards comprise the injuries that can be caused by the moving parts of
machinery, plant or equipment.
Ÿ Psychological: Psychological hazards are occupational hazards caused by stress, harassment, and
violence.
Ÿ Physical: The threats that can cause physical damage to people is called physical hazard. These
include unsafe conditions that can cause injury, illness and death.
Ÿ Ergonomic: Ergonomic Hazards are the hazards of the workplace caused due to awkward posture,
forceful motion, stationary position, direct pressure, vibration, extreme temperature, noise, work
stress, etc.

Workplace Hazards Analysis

A workplace hazard analysis is a method of identifying risks before they occur by focusing on
occupational tasks. It focuses on the worker's relationship with the task, the tools, and the work
environment. After identifying the hazards of the workplace, organisations shall try to eliminate or
minimize them to an acceptable level of risk.

Control Measures of Workplace Hazards

Control measures are actions that can be taken to reduce the risk of being exposed to the hazard.
Elimination, Substitution, Engineering Controls, Administrative Controls, and Personal Protective
Equipment are the five general categories of control measures.
Ÿ Elimination: The most successful control technique is to eliminate a specific hazard or hazardous
work procedure or prevent it from entering the workplace.

Ÿ Substitution: Substitution is the process of replacing something harmful with something less
hazardous. While substituting the hazard may not eliminate all of the risks associated with the
process or activity, it will reduce the overall harm or health impacts.

Ÿ Engineering Controls: Engineered controls protect workers by eliminating hazardous situations or

creating a barrier between the worker and the hazard, or removing the hazard from the person.

Ÿ Administrative Controls: To reduce exposure to hazards, administrative controls limit the length of
time spent working on a hazardous task that might be used in combination with other measures of
control.

Ÿ Personal Protective Equipment: Personal protective equipment protects users from health and
safety hazards at work. It includes items like safety helmets, gloves, eye protection, etc.

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5.1.3 Risk for a Drone Technician

A drone technician may require to repair the propeller, motor and its mount, battery, mainboards,
processor, booms, avionics, camera, sensors, chassis, wiring and landing gear. A technician may face
some risks while repairing the drones' equipment.
Ÿ The technician is susceptible to being physically harmed by propellers.
Ÿ Direct contact with exposed electrical circuits can injure the person.
Ÿ If the skin gets in touch with the heat generated from electric arcs, it burns the internal tissues.
Ÿ Major electrical injuries can occur due to poorly installed electrical equipment, faulty wiring,
overloaded or overheated outlets, use of extension cables, incorrect use of replacement fuses, use
of equipment with wet hands, etc.

5.1.4 Workplace Warning Signs

A Hazard sign is defined as 'information or instruction about health and safety at work on a signboard,
an illuminated sign or sound signal, a verbal communication or hand signal.'
There are four different types of safety signs:
Ÿ Prohibition / Danger Alarm Signs
Ÿ Mandatory Signs
Ÿ Warning Signs
Ÿ And Emergency

1. Prohibition Signs: A "prohibition sign" is a safety sign that prohibits behaviour that is likely to
endanger one's health or safety. The colour red is necessary for these health and safety signs. Only
what or who is forbidden should be displayed on a restriction sign.

Fig. 5.1.1. Prohibi on arning Signs

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2. Mandatory Signs:
Mandatory signs give clear directions that must be followed. The icons are white circles that have been
reversed out of a blue circle. On a white background, the text is black.

Fig. 5.1.2. Mandatory Signs

3. Warning Signs
Warning signs are the safety informa oncommunicaa osigns. They are shown as a ‘yellow colour
triangle’.

Fig. 5.1.3. Warning Signs

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4. Emergency Signs

The loca onor routes to emergency ffacili eare indicated by emergency signs. These signs have a
green backdrop with a white emblem or wri ng.These signs convey basic informaa oand frequently
refer to housekeeping, company procedures, or logis cs.

Fig. 5.1.4. Emergency Signs

5.1.5 Cleanliness in the Workplace

Workplace cleanliness maintenance creates a healthy, efficient and productive environment for the
employees. Cleanliness at the workplace is hindered by some elements like cluttered desks, leftover
food, waste paper, etc. A tidy workplace is said to improve employee professionalism and enthusiasm
while also encouraging a healthy working environment.

Benefits of cleanliness in the workplace:

1. Productivity: Cleanliness in the workplace can bring a sense of belonging to the employees, also
motivating and boosting the morale of the employees. This results in increasing their productivity.
2. Employee Well-being: Employee well-being can be improved by providing a clean work
environment. Employees use fewer sick days in a workplace where litter and waste are properly
disposed of, and surfaces are cleaned regularly, resulting in increased overall productivity.
3. Positive Impression: Cleanliness and orderliness in the workplace provide a positive impression on
both employees and visitors.
4. Cost saving: By maintaining acceptable levels of cleanliness in the workplace, businesses can save
money on cleaning bills and renovations, which may become necessary if the premises are not
properly kept.

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Reasons for Cleaning the Workplace

Ÿ Cleaning of dry floors, mostly to prevent workplace slips and falls.

Ÿ Disinfectants stop bacteria in their tracks, preventing the spread of infections and illness.
Ÿ Proper air filtration decreases hazardous substance exposures such as dust and fumes.
Ÿ Light fixture cleaning improves lighting efficiency.
Ÿ Using environmentally friendly cleaning chemicals that are safer for both personnel and the
environment.
Ÿ Work environments are kept clean by properly disposing of garbage and recyclable items.

5.1.� Li�ing and �andling of �eavy Loads

Musculoskeletal Injuries (MSIs), such as sprains and strains, can occur while lifting, handling, or
carrying objects at work. When bending, twisting, uncomfortable postures and lifting heavy objects are
involved, the risk of injury increases. Ergonomic controls can help to lower the risk of injury and
potentially prevent it.
Types of injuries caused while lifting heavy objects:
• Cuts and abrasions are caused by rough surfaces.
• Crushing of feet or hands.
• Strain to muscles and joints

Fig. 5.1.5. �i�ing ����s ec�ni��e

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Preparing to lift
A load that appears light enough to bear at first will grow increasingly heavier as one carries it further.
The person carrying the weight should be able to see over or around it at all times.
The amount of weight a person can lift, depends on their age, physique, and health
It also depends on whether or not the person is used to lifting and moving hefty objects.

Common Causes of Back Injuries

The Most Common Causes of Back Injuries are:
1) Inadequate Training: The individual raising the load receives no sufficient training or guidance.
2) Lack of awareness of technique: The most common cause of back pain is incorrect twisting and
posture, which causes back strain.
3) Load size: The load size to consider before lifting. If the burden is too much for one's capacity or
handling, their back may be strained and damaged.
4) Physical Strength: Depending on their muscle power, various persons have varied physical
strengths. One must be aware of their limitations.
5) Teamwork: The operation of a workplace is all about working together. When opposed to a single
person lifting a load, two people can lift it more easily and without difficulty. If one of two people
isn't lifting it properly, the other or both of them will suffer back injuries as a result of the extra
strain.
Techniques for Lifting Heavy Objects

Technique Demonstraton

1. Ensure one has a wide base of support before lifting

the heavy object. Ensure one's feet are shoulder-width
apart, and one foot is slightly ahead of the other at all
times. This will help one maintain a good balance
during the lifting of heavy objects. This is known as the
Karate Stance.

2. Squat down as near to the object as possible when one

is ready to lift it, bending at the hips and knees with
the buttocks out. If the object is really heavy, one may
wish to place one leg on the floor and the other bent
at a straight angle in front of them.

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3. Maintain proper posture as one begin to lift

upward. To do so, one should keep their back
straight, chest out, and shoulders back while
gazing straight ahead.

4. By straightening one's hips and knees, slowly

elevate the thing (not the back). As one rises,
they should extend their legs and exhale. Lift
the heavy object without twisting the body
or bending forward.

5. Do not lift bending forward.

6. Hold the load close to the body.

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7. Never lift heavy objects above the shoulder

8. Use the feet (not the body) to change direction,

taking slow, small steps.

9. Set down the heavy object carefully, squatting with

the knees and hips only.

Table 5.1.1 Techniques for li�ing he vy objects

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5.1.7 Safe Handling of Tools

Workers should be trained on how to use tools safely. When tools are misplaced or handled incorrectly
by workers, they can be dangerous. The following are some suggestions from the National Safety Council
for safe tool handling when they are not in use:
Ÿ Never carry tools up or down a ladder in a way that makes it difficult to grip them. Instead of being
carried by the worker, tools should be lifted up and down using a bucket or strong bag.
Ÿ Tools should never be tossed but should be properly passed from one employee to the next. Pointed
tools should be passed with the handles facing the receiver or in their carrier.
Ÿ When turning and moving around the workplace, workers carrying large tools or equipment on their
shoulders should pay particular attention to clearances.
Ÿ Pointed tools such as chisels and screwdrivers should never be kept in a worker's pocket. They can be
carried in a toolbox, pointing down in a tool belt or pocket tool bag, or in hand with the tip always
held away from the body.
Ÿ Tools should always be stored while not in use. People below are put in danger when tools are left
sitting around on an elevated structure, such as a scaffold. In situations when there is a lot of
vibration, this risk increases.

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5.1.8 Personal Protec ve Equipment

Personal protective equipment, or "PPE," is equipment worn to reduce exposure to risks that might
result in significant occupational injuries or illnesses. Chemical, radiological, physical, electrical,
mechanical, and other job dangers may cause these injuries and diseases.

PPE used for protec on fom the following injuries are:

Injury Protecton Protecton PPE

Falling or flying objects, stationary

Head Injury
Protecton objects, or contact with electrical wires
can cause impact, penetration, and
electrical injuries. Hard hats can
protect one's head from these injuries.
A common electrician's hard hat is
shown in the figure below. This hard
hat is made of nonconductive plastic
and comes with a set of safety goggles.

In addition to foot protection and

Foot and Leg
safety shoes, leggings (e.g., leather)
Injury Protecton
can guard against risks such as falling
or rolling objects, sharp objects, wet
and slippery surfaces, molten
metals, hot surfaces, and electrical
hazards.

Eye and Face Spectacles, goggles, special helmets

Injury Protecton or shields, and spectacles with side
shields and face shields can protect
against the hazards of flying
fragments, large chips, hot sparks,
radiation, and splashes from molten
metals. They also offer protection
from particles, sand, dirt, mists,
dust, and glare.

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Hearing protection can be obtained by

Protecton
wearing earplugs or earmuffs. High
against Hearing
Loss noise levels can result in permanent
hearing loss or damage, as well as
physical and mental stress. Self-
forming earplugs composed of foam,
waxed cotton, or fibreglass wool
usually fit well. Workers should be
fitted for moulded or prefabricated
earplugs by a specialist.

Hand Injury Hand protection will aid workers who

Protecton are exposed to dangerous substances
by skin absorption, serious wounds, or
thermal burns. Gloves are a frequent
protective clothing item. When
working on electrified circuits,
electricians frequently use leather
gloves with rubber inserts. When
stripping cable with a sharp blade,
Kevlar gloves are used to prevent cuts.
Workers must protect their entire
Whole Body bodies from risks such as heat and
Protecton radiation. Rubber, leather, synthetics,
and plastic are among the materials
used in whole-body PPE, in addition to
fire-retardant wool and cotton.
Maintenance staff who operate with
high-power sources such as
transformer installations and motor-
control centres are frequently obliged
to wear fire-resistant clothes.

Table 5.1.2. Personal protec ve equipment

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UNIT 5.2: Fire Safety

Unit Objec ves

By the end of this unit, par cipants will be able to:
1. List the types of fire and fire e ex nguiss.

5.2.1 Fire Safety

Fire safety is a set of actions aimed at reducing the amount of damage caused by fire. Fire safety
procedures include both those that are used to prevent an uncontrolled fire from starting and those
that are used to minimise the spread and impact of a fire after it has started. Developing and
implementing fire safety measures in the workplace is not only mandated by law but is also essential
for the protection of everyone who may be present in the building during a fire emergency.
The basic Fire Safety Responsibilities are:
• To identify risks on the premises, a fire risk assessment must be carried out.
• Ascertain that fire safety measures are properly installed.
• Prepare for unexpected events.
• Fire safety instructions and training should be provided to the employees.

5.2.2 Respond to a Workplace Fire

• Workplace fire drills should be conducted on a regular basis.
• If one has a manual alarm, they should raise it.
• Close the doors and leave the fire-stricken area as soon as possible. Ensure that the evacuation is
quick and painless.
• Turn off dangerous machines and don't stop to get personal items.
• Assemble at a central location. Ascertain that the assembly point is easily accessible to the
employees.
• If one's clothing catches fire, one shouldn't rush about it. They should stop and descend on the
ground and roll to smother the flames if their clothes catch fire.

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5.2.3 Fire Ex nguisher

Fire extinguishers are portable devices used to put out small flames or minimise their damage until
fire-fighters arrive. These are maintained on hand in locations such as fire stations, buildings,
workplaces, public transit, and so on. The types and quantity of extinguishers that are legally necessary
for a given region are determined by the applicable safety standards.

Types of fire extinguishers are:

There are five main types of fire extinguishers:
1. Water.
2. Powder.
3. Foam.
4. Carbon Dioxide (CO2).
5. Wet chemical.

1. Water: Water fire extinguishers are one of the most common

commercial and residential fire extinguishers on the market. They're
meant to be used on class-A flames.

2. Powder: The L2 powder fire extinguisher is the most commonly

recommended fire extinguisher in the Class D Specialist Powder
category, and is designed to put out burning lithium metal fires.

3. Foam: Foam extinguishers are identified by a cream rectangle with the

word "foam" printed on it. They're mostly water-based, but they also
contain a foaming component that provides a quick knock-down and
blanketing effect on flames. It suffocates the flames and seals the
vapours, preventing re-ignition.

4. Carbon Dioxide (CO2): Class B and electrical fires are extinguished with
carbon dioxide extinguishers, which suffocate the flames by removing
oxygen from the air. They are particularly beneficial for workplaces and
workshops where electrical fires may occur since, unlike conventional
extinguishers, they do not leave any toxins behind and hence minimise
equipment damage.

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5. Wet Chemical: Wet chemical extinguishers are designed to put out fires
that are classified as class F. They are successful because they can put out
extremely high-temperature fires, such as those caused by cooking oils
and fats.

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UNIT 5.3: First Aid

Unit Objec ves

By the end of this unit, participants will be able to:
1. Explain how the administer appropriate first aid to victims in case of bleeding, burns, choking,
electric shock, poisoning
2. Explain how to administer first aid to victims in case of a heart attack or cardiac arrest due to
electric shock.

5.3.1 First Aid

First aid is the treatment or care given to someone who has sustained an injury or disease until more
advanced care can be obtained or the person recovers.
The aim of first aid is to:
Ÿ Preserve life
Ÿ Prevent the worsening of a sickness or injury
Ÿ If at all possible, relieve pain
Ÿ Encourage recovery
Ÿ Keep the unconscious safe.
First aid can help to lessen the severity of an injury or disease, and in some situations, it can even save
a person's life.

5.3.2 Need for First Aid at the Workplace

Ÿ In the workplace, first aid refers to providing immediate care and life support to persons who have
been injured or become unwell at work.
Ÿ Many times, first aid can help to lessen the severity of an accident or disease.
Ÿ It can also help an injured or sick person relax. In life-or-death situations, prompt and appropriate
first aid can make all the difference.

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5.3.2 Need for First Aid at the Workplace

In the workplace, first aid refers to providing immediate care and life support to persons who have
been injured or become unwell at work.
Many times, first aid can help to lessen the severity of an accident or disease.
It can also help an injured or sick person relax. In life-or-death situations, prompt and appropriate first
aid can make all the difference.

5.3.3 Trea ng Minor Cuts and Scapes

Steps to keep cuts clean and prevent infec onsand scars:
Ÿ Wash Hands: Wash hands first with soap and water to avoid introducing bacteria into the cut and
causing an infection. One should use the hand sanitiser if one is on the go.
Ÿ Stop the bleeding: Using a gauze pad or a clean towel, apply pressure to the wound. For a few
minutes, keep the pressure on.
Ÿ Clean Wounds: Once the bleeding has stopped, clean the wound by rinsing it under cool running
water or using a saline wound wash. Use soap and a moist washcloth to clean the area around the
wound. Soap should not be used on the cut since it may irritate the skin. Also, avoid using hydrogen
peroxide or iodine, as these may aggravate the wound.
Ÿ Remove Dirt: Remove any dirt or debris from the area. Pick out any dirt, gravel, glass, or other
material in the cut with a pair of tweezers cleaned with alcohol.

5.3.4 Heart Atack

When the blood flow carrying oxygen to the heart is blocked, a heart attack occurs. The heart muscle
runs out of oxygen and starts to die.
Symptoms of a heart attack can vary from person to person. They may be mild or severe. Women,
older adults, and people with diabetes are more likely to have subtle or unusual symptoms.

Symptoms in adults may include:

Ÿ Changes in mental status, especially in older adults.
Ÿ Chest pain that feels like pressure, squeezing, or fullness. The pain is most often in the centre of the
chest. It may also be felt in the jaw, shoulder, arms, back, and stomach. It can last for more than a
few minutes or come and go.
Ÿ Cold sweat.
Ÿ Light-headedness.
Ÿ Nausea (more common in women).
Ÿ Indigestion.

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Ÿ Vomiting.
Ÿ Numbness, aching or tingling in the arm (usually the left arm, but the right arm may be affected
alone, or along with the left).
Ÿ Shortness of breath
Ÿ Weakness or fatigue, especially in older adults and in women.

First Aid for Heart Attack

If one thinks someone is experiencing a heart attack, they should:
Ÿ Have the person sit down, rest, and try to keep calm.
Ÿ Loosen any tight clothing.
Ÿ Ask if the person takes any chest pain medicine, such as nitro-glycerine for a known heart condition,
and help them take it.
Ÿ If the pain does not go away promptly with rest or within 3 minutes of taking nitro-glycerine, call for
emergency medical help.
Ÿ If the person is unconscious and unresponsive, call 911 or the local emergency number, then begin
CPR.
Ÿ If an infant or child is unconscious and unresponsive, perform 1 minute of CPR, then call 911 or the
local emergency number.

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UNIT 5.4: Waste Management

Unit Objec ves

By the end of this unit, par cipants will be able to:
1. Describe the concept of waste management and methods of disposing of hazardous waste.
2. List the common sources of pollu onand ways to minimize them.
3. Elaborate on electronic waste disposal procedures.

5.4.1. Waste Management and Methods of Waste Disposal

The collection, disposal, monitoring, and processing of waste materials is known as waste
management. These wastes affect living beings' health and the environment. For reducing their effects,
they have to be managed properly. The waste is usually in solid, liquid or gaseous form.
The importance of waste management is:
Waste management is important because it decreases waste's impact on the environment, health, and
other factors. It can also assist in the reuse or recycling of resources like paper, cans, and glass. The
disposal of solid, liquid, gaseous, or dangerous substances is the example of waste management.
When it comes to trash management, there are numerous factors to consider, including waste disposal,
recycling, waste avoidance and reduction, and garbage transportation. Treatment of solid and liquid
wastes is part of the waste management process. It also provides a number of recycling options for
goods that aren't classified as garbage during the process.

5.4.2 Methods of Waste Management

Non-biodegradable and toxic wastes, such as radioactive remains, can cause irreversible damage to the
environment and human health if they are not properly disposed of. Waste disposal has long been a
source of worry, with population increase and industrialisation being the primary causes. Here are a
few garbage disposal options.
1. Landfills: The most common way of trash disposal today is to throw daily waste/garbage into
landfills. This garbage disposal method relies on burying the material in the ground.
2. Recycling: Recycling is the process of transforming waste items into new products in order to
reduce energy consumption and the use of fresh raw materials. Recycling reduces energy
consumption, landfill volume, air and water pollution, greenhouse gas emissions, and the
preservation of natural resources for future use.

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3. Composting: Composting is a simple and natural bio-degradation process that converts organic
wastes, such as plant remnants, garden garbage, and kitchen waste, into nutrient-rich food for
plants.
4. Incineration: Incineration is the process of combusting garbage. The waste material is cooked to
extremely high temperatures and turned into materials such as heat, gas, steam, and ash using this
technology.

5.4.3 Recyclable, Non-Recyclable and Hazardous Waste

1. Recyclable Waste: The waste which can be reused or recycled further is known as recyclable waste.
2. Non-recyclable Waste: The waste which cannot be reused or recycled is known as non-recyclable
waste. Polythene bags are a great example of non-recyclable waste.
3. Hazardous Waste: The waste which can create serious harm to the people and the environment is
known as hazardous waste.

5.4.4 Sources of Pollu on

Pollution is defined as the harm caused by the presence of a material or substances in places where
they would not normally be found or at levels greater than normal. Polluting substances might be in
the form of a solid, a liquid, or a gas.
Ÿ Point source of pollution: Pollution from a point source enters a water body at a precise location
and can usually be identified. Effluent discharges from sewage treatment plants and industrial sites,
power plants, landfill sites, fish farms, and oil leakage via a pipeline from industrial sites are all
potential point sources of contamination.
Point source pollution is often easy to prevent since it is feasible to identify where it originates, and
once identified, individuals responsible for the pollution can take rapid corrective action or invest in
longer-term treatment and control facilities.
Ÿ Diffuse source of pollution: As a result of land-use activities such as urban development, amenity,
farming, and forestry, diffuse pollution occurs when pollutants are widely used and diffused over a
large region. These activities could have occurred recently or in the past. It might be difficult to
pinpoint specific sources of pollution and, as a result, take rapid action to prevent it because
prevention often necessitates significant changes in land use and management methods.

Pollution Prevention
Pollution prevention entails acting at the source of pollutants to prevent or minimise their production.
It saves natural resources, like water, by using materials and energy more efficiently.

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Pollution prevention includes any practice that:

Ÿ Reduces the amount of any hazardous substance, pollutant, or contaminant entering any waste
stream or otherwise released into the environment (including fugitive emissions) prior to recycling,
treatment, or disposal;
Ÿ Reduces the hazards to public health and the environment associated with the release of such
substances, pollutants, or contaminants (these practices are known as "source reduction");
Ÿ Improved efficiency in the use of raw materials, energy, water, or other resources, or Conservation
is a method of safeguarding natural resources.
Ÿ Improvements in housekeeping, maintenance, training, or inventory management; equipment or
technology adjustments; process or method modifications; product reformulation or redesign; raw
material substitution; or improvements in housekeeping, maintenance, training, or inventory
control.

5.4.5 Electronic Waste

Lead, cadmium, beryllium, mercury, and brominated flame retardants are found in every piece of
electronic waste. When gadgets and devices are disposed of illegally, these hazardous compounds are
more likely to contaminate the earth, pollute the air, and leak into water bodies.
When e-waste is dumped in a landfill, it tends to leach trace metals as water runs through it. The
contaminated landfill water then reaches natural groundwater with elevated toxic levels, which can be
dangerous if it reaches any drinking water bodies. Despite having an environmentally benign approach,
recycling generally results in international shipment and dumping of the gadgets in pits.
Some eco-friendly ways of disposing of e-waste are:
Ÿ Giving back the e-waste to the electronic companies and drop-off points
Ÿ Following guidelines issued by the government
Ÿ Selling or donating the outdated technology-based equipment
Ÿ Giving e-waste to a certified e-waste recycler

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Exercise
1. Name all five types of fire extinguishers.
2. Explain PPE in brief.
3. List the common workplace hazards.
4. Fill in the blacks:
i. A "_________ sign" is a safety sign that prohibits behaviour that is likely to endanger one's health
or safety.
ii. ____________ entails acting at the source of pollutants to prevent or minimise their production.
iii. __________ is the treatment or care given to someone who has sustained an injury or disease
until more advanced care can be obtained or the person recovers.
iv. The threats caused by biological agents like viruses, bacteria, animals, plants, insects and also
humans, are known as ________________.
v. The workplace has to be administered as per the rules of the ___________________.

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Key Learning Outcomes

At the end of this unit, you will be able to:
1. Explain the meaning of health
2. List common health issues
3. o prevent common health issues
4. Explain the meaning of hygiene
5. Understand the purpose of Swacch Bharat Abhiyan
6. Explain the meaning of habit
7. Discuss ways to set up a safe work environment
8. al safety habits to be followed by employees
9. Explain the importance of self-analysis
10. Underst a ’s Hierarchy of Needs
11. Discuss the meaning of achievemen a
12. List the characteris trepreneurs with achievemen a
13. List the different factors tha ate you
14. Discuss how to maint t
15. Discuss the role of at -analysis
16. List your strengths and weaknesses
17. t people
18. Describe the importance of honesty in entrepreneurs
19. Discuss the elements of a strong work ethic
20. Discuss how to foster a good work ethic
21. List the characteris ea e people
22. List the characteris a e people
23. Discuss the bene ement
24. List the traits of eff ers
25. Describe eff ement technique
26. Discuss the importance of anger management
27. Describe anger management strategies
28. or anger management
29. Discuss the causes of stress
30. Discuss the symptoms of stress
31. or stress management
32. Iden y the basic parts of a computer
33. Iden y the basic parts of a keyboard
34. Recall basic computer terminology
35. Recall basic computer terminology

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36. Rec omputer keys

37. Discuss the main applica
38. Discuss the bene
39. Discuss the different types of e-commerce
40. List the bene ommerce for retailers and customers
41. Discuss how the Digital India campaign will help boost e-commerce in India
42. Explain how you will sell a product or service on an e-commerce pla orm
43. Discuss the importance of saving money
44. Discuss the bene ving money
45. Discuss the main types of bank accounts
46. Describe the process of opening a bank account
47. Differen te betw ed and variable costs
48. Describe the main types of investmen
49. Describe the different types of insurance products
50. Describe the different types of taxes
51. Discuss the uses of online banking
52. Discuss the main types of electronic funds transfers
53. Discuss the steps to prepare for an interview
54. Discuss the steps to create an eff e Resume
55. Discuss the most frequently asked interview ques
56. Discuss how to answer the most frequently asked interview ques
57. Discuss basic workplace terminology
58. Discuss the concept of entrepreneurship
59. Discuss the importance of entrepreneurship
60. Describe the characteris trepreneur
61. Describe the different types of enterprises
62. Lis ff e leader
63. Discuss the bene ff e leadership
64. List the traits of an eff e team
65. Discuss the importance of listening eff ely
66. Discuss how to listen eff ely
67. Discuss the importance of speaking eff ely
68. Discuss how to speak eff ely
69. Discuss how to solve problems
70. List important problem solving traits

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71. Discuss ways to assess problem solving skills

72. Discuss the importance of neg
73. Discuss how to neg te
74. Discuss how to iden y ne
75. Discuss how to iden
76. Understand the meaning of entrepreneur
77. Describe the different types of entrepreneurs
78. List the characteris trepreneurs
79. Recall entrepreneur success stories
80. Discuss the entrepreneurial process
81. Describe the entrepreneurship ecosystem
82. Discuss the government’s role in the entrepreneurship ecosystem
83. Discuss the current entrepreneurship ecosystem in India
84. Understand the purpose of the Make in India campaign
85. Discuss the rela tween entrepreneurship and risk appe e
86. Discuss the rela tween entrepreneurship and resilience
87. Describe the characteris esilient entrepreneur
88. Discuss how to deal with failure
89. Discuss how market research is carried out
90. Describe the 4 Ps of marke
91. Discuss the importance of idea genera
92. Recall basic business terminology
93. Discuss the need for CRM
94. Discuss the bene
95. Discuss the need for networking
96. Discuss the bene tworking
97. Understand the importance of set oals
98. Differen te between short-term, medium-term and long-term goals
99. Discuss how to write a business plan
100. ocess
101. Discuss ways to manage your risk
102. Describe the procedure and f or applying f
103. Discuss how to manage your own enterprise
104. List important ques t every entrepreneur should ask before st terprise

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ersonal Strengths & Value Systems

es
At the end of this unit, you will be able to:
1. Explain the meaning of health
2. List common health issues
3. o prevent common health issues
4. Explain the meaning of hygiene
5. Understand the purpose of Swacch Bharat Abhiyan
6. Explain the meaning of habit
7. Discuss ways to set up a safe work environment
8. al safety habits to be followed by employees
9. Explain the importance of self-analysis
10. Underst a ’s Hierarchy of Needs
11. Discuss the meaning of achievemen a
12. List the characteris trepreneurs with achievemen a
13. List the different factors tha ate you
14. Discuss how to maint t
15. Discuss the role of at -analysis
16. List your strengths and weaknesses
17. t people
18. Describe the importance of honesty in entrepreneurs
19. Discuss the elements of a strong work ethic
20. Discuss how to foster a good work ethic
21. List the characteris ea e people
22. List the characteris a e people
23. Discuss the bene ement
24. List the traits of eff ers
25. Describe eff ement technique
26. Discuss the importance of anger management
27. Describe anger management strategies
28. or anger management
29. Discuss the causes of stress
30. Discuss the symptoms of stress
31. or stress management

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giene: Wha
As per the World Health ganiza health is a “State of complete physical, mental,
and social well-being, and not merely the absence of disease or in .” This means being
healthy does not simply mean not being unhealthy – it also means you need to be at peace
, and feel physically. For example, you cannot say you are healthy simply because
you do not have any physical ailments like a cold or cough. You also need to think about whether
you are feeling calm, relaxed and happy.

Some common health issues are:

• Allergies
• Asthma
• Skin Disorders
• Depression and Anxiety
• Diabetes
• Cough, Cold, Sore Throat
• Dif
•

s to Pre en
Taking measures to prevent ill health is always better than curing a disease or sickness. You can
stay healthy by:
• Ea y foods like fruits, vegetables and nuts
• Cut y and sugary foods
• Drinking enough water everyday
• Not smoking or drinking alcohol
• Exercising for at least 30 minutes a day eek
• Taking vaccina equired
• Pr oga exercises and medita
y of these health standards do you follo t apply to you.
1. Get minimum 7-8 hours of sleep every night.
2. Avoid checking email st thing in the morning and right before you go to bed at night.
3. Don’t skip meals – eat regular meals at corr
4. Read a little bit every single day.
5. Eat more home cooked food than junk food.

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6. Stand more than you sit.

7. Drink a glass of water st thing in the morning and have at least 8 glasses of water
through the day.
8. Go to the doctor and den t for regular checkups.
9. Exercise for 30 minutes at least 5 days a week.
10. Avoid consuming lots of aerated beverages.

Wha giene?
As per the World Health ganiza “Hygiene refers to c and pr that
help to maintain health and prevent the spread of diseases.” In other words, hygiene means
ensuring that you do whatever is required to keep your surroundings clean, so that you reduce
the chances of spreading germs and diseases.
For instance, think about the kitchen in your home. Good hygiene means ensuring that the
kitchen is always spick and span, the food is put away, dishes are washed and dustbins are not
ov with garbage. Doing all this will reduce the chances of attr pests like rats or
cockroaches, and prevent the growth of fungus and other bacteria, which could spread disease.
y of these health standards do you follo t apply to you.
1. Have a bath or shower every day with soap – and wash your hair with shampoo 2-3
eek.
2. Wear a fresh pair of clean undergarments every day.
3. Brush your teeth in the morning and before going to bed.
4. Cut y ernails and toenails regularly.
5. Wash your hands with soap a er going to the toilet.
6. Use an an spirant deodorant on your underarms if you sweat a lot.
7. Wash your hands with soap before cooking or ea
8. Stay home when you are sick, so other people don’t catch what you have.
9. Wash dirty clothes with laundry soap before wearing them again.
10. Cover y our hand when coughing or sneezing.
See how healthy and hygienic you are, by giving yourself 1 point for every ed statement!
Then take a look at what your score means.
Your Score
You need to work a lot harder to stay and Make it a point to pr good
habits daily and see how much better you feel!
bad, but there is scope for improvement! Try and add a few more good habits to
your daily r
eat job! Keep up the good work! Your body and mind thank you!

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Swachh Bharat Abhiyan

We have already discussed the importance of following good hygiene and health pr for
ourselves. But, it is not enough for us to be healthy and hygienic. We must also extend this
standard to our homes, our immediate surroundings and to our country as a whole.
The ‘Swachh Bharat Abhiyan’ (Clean India launched by Prime Minister Shri Narendra
Modi on 2nd ober 2014, believes in doing exactly this. The aim of this mission is to clean the
streets and roads of India and raise the overall level of cleanliness. Currently this mission covers
4,041 and towns across the country. Millions of our people have taken the pledge for a
clean India. You should take the pledge too, and do everything possible to keep our country
clean!

What ar
A habit is a behaviour that is repeated frequently. All of us have good habits and bad habits.
Keep in mind the phrase by John Dryden: “We st make our habits, and then our habits make
us.” This is why it is so important that you make good habits a way of life, and consciously avoid
pr
Some good habits that you should make part of your daily r e:
• Always ha e at
• Making exercise a part of your daily r
• R a a ories
• Smiling! Make it a habit t en as possible
• or family and friends
• Going to bed early and waking up early
Some bad habits that you should quit immediately are:
• Skipping breakfast
• Snacking frequently even when you are not hungry
• Ea oo much fattening and sugary food
• Smoking, drinking alcohol and doing drugs
• Spending more money than you can afford
• Worrying about unimportant issues
• Staying up late and waking up late

s
• Following healthy and hygienic pr every day will make you feel good mentally and
physically.
• Hygiene is two-thirds of health – so good hygiene will help you stay strong and healthy!

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fe s to Design a Safe Workplace

Every employer is obligated to ensure that his workplace follows the highest possible safety
protocol. When set s must make it a point to:
• Use ergonomically designed furniture and equipment to avoid st
• Provide mechanical aids to av arrying heavy objects
• Have prot e equipment on hand for hazardous jobs
• Designate emergency exits and ensure they are easily accessible
• Set down health codes and ensure they are implemented
• Follow the pr egular safe ound the workplace
• Ensure r e conducted
• Get expert advice on workplace safety and follow it

Non-Neg yee Safe

Every employer is obligated to ensure that his workplace follows the highest possible safety
protocol. When set s must make it a point to:
• Immediately report unsafe c o a supervisor
• Recognize and report safety hazards that could lead to slips, trips and falls
• Report all injuries and accidents to a supervisor
• Wear the correct prot e equipment when required
• Learn how to correctly use equipment provided for safety purposes
• Be aware of and av t could endanger other people
• Take rest breaks during the da f from work during the week

s
• Be aware of what emergency number to call a orkplace emergency
• Pr vacua egularly to av vacua

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sis – At emen a
What is Self-Analysis
To truly achieve your full poten you need to take a deep look inside yourself and out
what kind of person you really are. This attempt to understand your personality is known as
self-analysis. Assessing yourself in this manner will help you grow, and will also help you to
iden y areas within yourself that need to be further developed, changed or eliminated. You
can better understand yourself by taking a deep look at what ates you, what your at
is like, and what your strengths and weaknesses are.

Wha a
Very simply put, a is your reason for or behaving in a certain manner. It is
important to understand that not everyone is ated by the same desires – people are
ated by many, many different things. We can understand this better by looking at Maslow’s
Hierarchy of Needs.

Maslow’ archy of Needs

Famous American psychologist Abraham Maslow wanted to understand what ates
people. He believed that people have e types of needs, ranging from very basic needs (called
physiological to more important needs that are required for self-growth (called self-
actualiza Between the physiological and self-actualiza needs are three other
needs – safety needs, belongingness and love needs, and esteem needs. These needs are
usually shown as a pyr e levels and are known as Maslow’s Hierarchy of Needs.

Self t
Self -
needs
actualiza
achiving one's full
poten
crea
Esteem needs:
pres e and feeling of Psychological
accomplishment needs

e needs:
in te rela

Safety needs:
Security, safety Basic
needs

Physiological needs:
food, water, warmth, rest

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As you can see from the pyramid, the lowest level depicts the most basic needs. Maslow
believed that our behaviour is ated by our basic needs, un those needs are met.
they are we move to the next level and are ed by the next level of needs. Let’s
understand this better with an example.
Rupa comes from a very poor family. She never has enough food, water, warmth or rest.
According to Maslow, un Rupa is sure that she will get these basic needs, she will not even
think about the next level of needs – her safety needs. But, once Rupa is con t that her basic
needs will be met, she will move to the next level, and her behaviour will then be ated
by her need for security and safety. these new needs are met, Rupa will once again move
to the next level, and be ated by her need for rela and friends. this need
is sa Rupa will then focus on the fourth level of needs – her esteem needs, a er which
she will move up t t level of needs – the desire to achieve her full poten

Understanding Achie emen a

We now know that people are ated by basic, psychological and self- needs.
However, certain people are also ated by the achievement of highly challenging
accomplishments. This is known as Achievemen a or achievement’.
The level of a achievement in a person differs from individual to individual. It is
important that entrepreneurs have a high level of achievement a – a deep desire to
accomplish something important and unique. It is equally important that they hire people who
ar ated by challenges and success.

Wha ates You?

What are the things that really ate you? List down e things that really ate you.
Remember to answer honestly!
ated by:

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Characteris trepreneurs with

Achie emen a
Entrepreneurs with achievemen a an be described as follows:

• Unafraid to take risks for personal • Very persistent when it comes to achieving
accomplishment goals
• Love being challenged • Extremely courageous
• Future-oriented • Highly crea e and innova e
• Fle e • Restless - constantly looking to achieve more
• Value nega e feedback more than • Feel personally responsible for solving
e feedback problems

• Can you think of entrepreneurs who display

• How many of these traits do you have?
these traits?

ate a P e At
The good news is at is a choice. So it is possible to improve, control and change our
at e decide we want to! The f ost e mindset:
• Remember that you control your at ay around
• Devote at least 15 minutes a day towards reading, watching or listening to something
e
• Avoid nega e people who only complain and stop complaining yourself
• Expand your voc ords and delete neg e phrases from your mind
• Be apprecia e and focus on what’s good in yourself, in your life, and in others
• Stop thinking of your tart being pr e
• Imagine yourself succeeding and achieving your goals

What is At
Now that we understand why a is so important for self-analysis, let’s look at the
role our at plays in better understanding ourselves. At can be described as your
t e or nega o think and feel about someone or something. At
founda for success in every aspect of life. at can be our best friend or our worst
enemy. In other words:
“The only disability in life is a bad at ”
When you start a business, you are sure to encounter a wide variety of from dif
and failures to good and successes. Your at is what will see you through
the tough and guide you towards success. At is also inf It affects everyone
around you, from your customers to your employees to your investors. A e at helps
build con in the workplace while a nega e at is likely to result in the
of your people.

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What Are Your Strengths and Weaknesses?

Another way to analyze yourself is by honestly iden ying your strengths and weaknesses. This
will help you use your strengths to your best advantage and reduce your weaknesses.
Note down all your strengths and weaknesses in the two columns below. Remember to be
honest with yourself!

Strengths Weaknesses

s
• Achievemen a an be learned.
• Don’t be afraid to make mistakes.
• Train yourself t t you start.
• Dream big.

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ty & Work Ethics: Wha ty?

Honesty is the quality of being fair and truthful. It means speaking and in a manner
that inspires trust. A person who is described as honest is seen as truthful and sincere, and as
someone who isn’t or devious and doesn’t steal or cheat. There are two dimensions
of honesty – one is honesty in communica onduct.
Honesty is an extremely important trait because it results in peace of mind and builds
rela that are based on trust. Being dishonest, on the other hand, results in anxiety and
leads to rela t and con

t People
Honest individuals have certain dis characteris Some common among honest
people are:
1. They don’t worry about what others think of them. They believe in being themselves –
they don’t bother about whether they are liked or disliked for their per
2. They stand up for their beliefs. They won’t think twice about giving their honest opinion,
even if they are aware that their point of view lies with the minority.
3. They are think skinned. This means they are not affected by others judging them harshly
for their honest opinions.
4. They forge trus , meaningful and healthy friendships. Honest people usually surround
themselves with honest friends. They have faith that their friends will be truthful and
upfront with them a
They are trusted by their peers. They are seen as people who can be counted on for truthful
e feedback and advice.
• Honesty and employees: When entrepreneurs build honest r with their
employees, it leads to more transparency in the workplace, which results in higher work
performance and better results.
• Honesty and investors: For entrepreneurs, being honest with investors means not only
sharing strengths but also candidly disclosing current and poten weaknesses, problem
areas and strategies. Keep in mind that investors have a lot of experience with
startups and are aware that all new companies have problems. Claiming that everything is
perf or most investors.
• Honesty with oneself: The consequences of being dishonest with oneself can lead to dire
results, especially in the case of entrepreneurs. For entrepreneurs to succeed, it is al
that they remain realis about their situa at all and accurately judge every
aspect of their enterprise for what it truly is.

Import ty in Entrepreneurs
of the most important characteris of entrepreneurs is honesty. When entrepreneurs
are honest with their customers, employees and investors, it shows that they respect those
that they work with. It is also important that entrepreneurs remain honest with themselves.
Let’s look at how being honest would lead to great bene or entrepreneurs.
• Honesty and customers: When entrepreneurs are honest with their customers it leads to
stronger r which in turn results in business growth and a stronger customer
network.

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What are Work Ethics?

Being ethical in the workplace means displaying values like honesty, integrity and respect in
all your decisions and communica It means not displaying nega e like lying,
chea tealing.
Workplace ethics play a big role in the pr ability of a company. It is as crucial to an enterprise
as high morale and teamwork. This is why most companies lay down workplace ethic
guidelines that must compulsorily be followed by their employees. These guidelines are
typically outlined in a company’s employee handbook.

Elements of a Strong Work Ethic

An entrepreneur must display strong work ethics, as well as hire only those individuals who
believe in and display the same level of ethical behavior in the workplace. Some elements of
a strong work ethic are:
• Professionalism: This involves everything from how you present yourself in a corporate
set o the manner in which you treat others in the workplace.
• : This means remaining poised and diploma regardless of how stressful
or vola
• Dependability: This means always keeping your word, whether it’s arriving on for a
mee ering w
• Dedica : This means refusing to quit un the designated work is done, and comple
the work at the highest possible level of excellence.
• Determina : This means embracing obstacles as challenges rather than let them
stop you, and pushing ahead with purpose and resilience to get the desired results.
• Accountability: This means taking responsibility for y and the consequences of
y xcuses for your mistakes.
• : This means acknowledging everyone’s efforts and had work, and sharing the
credit for accomplishments.

o Foster a Good Work Ethic

As an entrepreneur, it is important that you clearly de the kind of behaviour that you expect
from each and every team member in the workplace. You should make it clear that you expect
employees to displa e work ethics like:
• ty: All work assigned to a person should be done with complete honesty, without
any deceit or lies.
• Good at : All team member ge e.
• eliability: Employees should show up where they are supposed to be, when they are
supposed to be there.
• Good work habits: Employees should always be well groomed, never use inappropriate
language, conduct themselves professionally a tc.
• e: Doing the bare minimum is not enough. Every team member needs to be
pr e.
• rustworthiness: Trust is non-neg If an employee cannot be trusted, it’s to let
that employee go.

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• espect: Employees need to respect the company, the law, their work, their colleagues
and themselves.
• Integrity: Each and every team member should be completely ethical and must display
above board behaviour a
• E : Ef t employees help a company grow while inef t employees result in
a wast esources.

s
• Don’t get angry when someone tells you the truth and you don’t like what you hear.
• Always be willing to accept responsibility for your mistakes.

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ea a t is Crea
Crea means thinking outside the box. It means viewing things in new ways or from different
per es, and then conv these ideas into reality. Crea involves two parts: thinking
and producing. Simply having an idea makes you imagina e, not crea e. However, having an
es you crea e.

Characteris ea e People
Some characteris ea e people are:

• They are imagina e and playful • They detest rules and r

• They see issues from different angles • They love to daydream
• The tails • They are very curious
• They have very little tolerance for boredom

What is Inno a
There are many different de of innova In simple terms, innova means turning
an idea into a that adds value. It can also mean adding value by implemen a new
product, service or process, or antly improving on an exis product, service or process.

Characteris a e People
Some characteris a e people are:
• They embrace doing things differently
• They don’t believe in taking shortcuts
• They are not afraid to be unconven
• They are highly pr e and persistent
• They are organized, c -averse

s
• Take regular breaks from your crea e work to recharge yourself and gain fresh per e.
• Build prototypes frequently, test them out, get feedback, and make the required changes.

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ement: Wha ement?

Time management is the process organizing your and deciding how to allocate your
between differen management is the difference between working smart
(get d (working for mor o get mor
Eff e management leads to an ef t work output, even when you are faced with
t deadlines and high pressure situa the other hand, not managing your
eff ely results in inef t output and increases stress and anxiety.

Bene ement
Time management can lead to huge bene e:
• Greater pr • Higher ef
• Better professional reputa • Reduced stress
• Higher chances for career advancement • Great o achieve goals
ff ely can result in undesirable consequences like:
• Missing deadlines • Inef t work output
• Substandard work quality • Poor professional reputa
• Stalled career • Increase in stress and anxiety

raits of E ers
Some traits of eff ers are:
• They begin projects early • They break tasks into steps with
• They se es deadlines
• They modify plans if required, to achieve • They con review long term
better results goals
• They ar xible and open-minded • They think of alternate if and
when required
• They inform people in advance if their
help will be required • They ask for help when required
• They know how to say no • They create backup plans

E emen echniques
You can manage your better by put into pr certain management techniques.
Some help e:
• Plan out your day as well as plan for interrup Give yourself at least 30 minutes to
e out y or int
• Put up a “Do Not Disturb” sign when you absolutely have to complete a certain amount
of work.
• Close your mind to all distr Train yourself to ignore ringing phones, don’t reply to
chat messages and disconnect from social media sites.

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• Delegate your work. This will not only help your work get done faster, but will also show
y ound you.
• Stop procras Remind yourself that procras typically arises due to the fear
of failure or the belief that you cannot do things as perfectly as you wish to do them.
• e. List each task to be completed in order of its urgency or importance level. Then
focus on comple ask, one by one.
• Maintain a log of your work Analyze the log to help you understand how ef t
you ar asted every day.
Creat ement goals to r astage.

s
• Always complete the most important task st.
• Get at least 7 – 8 hours of sleep every day.
• Start your day early.
• Don’t waste t ant details.
• Se or every task that you will undertake.
• Give your o unwind between tasks.

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er Management: What is Anger Management

Anger management is the process of:
1. Learning to recognize the signs that you, or someone else, is becoming angry
2. Taking the best cour o calm down the situa ay
Anger management does not mean suppressing anger.

Importance of Anger Management

Anger is a perfectly normal human In fact, when managed the right way, anger can
be considered a healthy However, if it is not kept in check, anger can make us act
inappropriately and can lead to us saying or doing things that we will likely later regret.
Extreme anger can:
• you physically:: It leads to heart disease, diabetes, a weakened immune system,
insomnia, and high blood pressure.
• you mentally: It can cloud your thinking and lead to stress, depression and mental
health issues.
• your career: It can result in aliena your colleagues, bosses, clients and lead to the
loss of respect.
• your rela s: It makes it hard for your family and friends to trust you, be honest
with you and feel comfortable around you.
This is why anger management, or managing anger appropriately, is so important.

Anger Management Strategies

Here are some strategies that can help you control your anger:
Strat elaxa
Something as simple as breathing deeply and looking at relaxing images works wonders in
calming down angry feelings. Try this simple breathing exercise:
1. Take a deep breath from your diaphragm (don’t breathe from your ches
2. Visualize your breath coming up from your stomach
3. Keep repea a calming word like ‘relax’ or ‘take it easy’ (remember to keep breathing
deeply while repea or
4. Picture a relaxing moment (this can be from your memory or your imagina
Follow this relaxa technique daily, especially when you realize that you’re st to feel angry.
Strat estructuring
e restructuring means changing the manner in which you think. Anger can make you
curse, swear, exaggerate and act very drama ally. When this happens, force yourself to replace
your angry thoughts with more logical ones. For instance, instead of thinking ‘Everything is
ruined’ change your mindset and tell yourself ‘It’s not the end of the world and get angry
won’t solve this’.

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Strat
Get angry about a problem that you cannot control is a perfectly natural response.
Some try as you may, there may not be a to the dif you are faced with. In
such cases, stop focusing on solving the problem, and instead focus on handling and facing the
problem. Remind yourself that you will do your best to deal with the situa but that you will
not blame yourself if you don’t ge ou desire.
Strat tter Communica
When you’re angry, it is very easy to jump to inaccurate conclusions. In this case, you need to
force yourself to stop r , and think carefully about what you want to say, before saying it.
Avoid sa st thing that enters your head. Force yourself to listen carefully to what the
other person is saying. Then think about the conversa fore responding.
Strat our En onment
If you that your environment is the cause of your anger, try and give yourself a break
from your surroundings. Make an e decision to schedule some personal or yourself,
especially on days that are very and stressful. Having even a brief amount of quiet or
e to help calm you down.

s for Anger Management

• The f ou keep your anger in check:
• Tak o collect your thoughts before you speak out in anger.
• Express the reason for your anger in an e, but non-confronta manner once
you have calmed down.
• Do some form of physical exercise like running or walking briskly when you feel yourself
get .
• Make short breaks part of your daily r ys that are stressful.
Focus on how to solve a problem that’s making you angry, rather than focusing on the fact
that the problem is making you angry.

s
• Try to forgive those who anger you, rather than hold a grudge against them.
• Avoid using sarcasm and hurling insults. Instead, try and explain the reason for your
frustra e and mature manner.

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ess Management: What is Stress

We say we are ‘stressed’ when we feel overloaded and unsure of our ability to deal with the
pressures placed on us. Anything that challenges or threatens our well-being can be de
as a stress. It is important to note that stress can be good and bad. While good stress keeps us
going, nega e stress undermines our mental and physical health. This is why it is so important
to manage nega e stress eff ely.

Causes of Stress
Stress can be caused by internal and external factors.
Internal causes of stress
• Constant worry • Pessimism
• Rigid thinking • Nega e self-talk
• Unrealis xpecta • All in or all out at
External causes of stress
• Major life changes • Dif t work or in school
• Dif ela • Financial dif
• Having too much to do • Worrying about one’s children or family

Symptoms of Stress
Stress can manifest itself in numerous ways. Take a look at the c e, physical
and behavioral symptoms of stress.

e Symptoms ymptoms
• Memory problems • Depression
• Concentra • Agita
• Lack of judgement • Irritability
• Pessimism • Loneliness
• Anxiety • Anxiety
• Constant worrying • Anger

Physical Symptoms Beha al Symptoms

• Aches and pain • Increase or decrease in appe e
• Diarrhea or cons • er sleeping or not sleeping enough
• Nausea • Withdrawing socially
• Dizziness • Ignoring r
• Ches or rapid heartbeat • ohol or cigarettes
• Frequent c e feelings • Nervous habits like nail , pacing etc.

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s to Manage Stress
The f an help you manage your stress better:
• Note down the different ways in which you can handle the various sources of your stress.
• Remember that you cannot control everything, but you can control how you respond.
• Discuss your feelings, opinions and beliefs rather than r angrily, defensively or
passively.
• Pr relaxa techniques like medita yoga or tai chi when you start feeling
stressed.
• Devote a part of your day towards exercise.
• Eat healthy foods like fruits and vegetables. Avoid unhealthy foods especially those
containing large amounts of sugar.
• Plan your day so that you can manage y tter, with less stress.
• Say no to people and things when required.
• o pursue your hobbies and interests.
• Ensure you get at least 7-8 hours of sleep.
• Reduce your caffeine intake.
• Incr t with family and friends.

s
• Force yourself to smile even if you feel stressed. Smiling makes us feel relaxed and happy.
• Stop yourself from feeling and thinking like a Change your at and focus on
being pr e.

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al Liter ecap
es
At the end of this unit, you will be able to:
1. Iden y the basic parts of a computer
2. Iden y the basic parts of a keyboard
3. Recall basic computer terminology
4. Recall basic computer terminology
5. Rec omputer keys
6. Discuss the main applica
7. Discuss the bene
8. Discuss the different types of e-commerce
9. List the bene ommerce for retailers and customers
10. Discuss how the Digital India campaign will help boost e-commerce in India
11. Describe how you will sell a product or service on an e-commerce pla orm

er and Internet basics:

Basic Parts of a Computer
Monitor
Power
Button
Mouse
Keyboard

Basic Parts of a Keyboard

Caps Backspace

Space Enter Arrow Keys

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Basic Parts of a Computer

• Central Processing Unit (CPU): The brain of the computer. It interprets and carries out
program ins
• e: A device that stores large amounts of data.
• Monitor: The device that contains the computer screen where the informa is visually
displayed.
• Desktop st screen displayed a er the opera ystem loads.
• Background: The image tha ound of the desktop.

Basic Parts of a Computer

• Mouse: A hand-held device used to point to items on the monitor.
• Speakers: Devices that enable you to hear sound from the computer.
• Printer: A device that converts output from a computer into printed paper documents.
• Icon: A small picture or image that visually represents something on your computer.
• Cursor: An arrow which indicates where you ar een.
• Program Menu: A list of programs on your computer that can be accessed from the Start
menu.
• askbar: The horizontal bar at the bottom of the computer screen that lists applica
that are currently in use.
• ecycle Bin: A temporary storage for delet

Basic Interne erms

• Internet: A vast,interna c ofcomputernetworks that transfers informa
• orld Wide Web: A system that lets you access informa ternet.
• Website: A loca on the World Wide Web (and Interne that contains informa
opic.
• e: Provides informa about a website and directs you to other pages on that
website.
• : A highlighted or underlined icon, graphic, or text that takes you to another

• Web Addr : The address for a website.

• Address Box: A box in the browser window where you can type in a web address.

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Basic Computer Keys

• Arrow Keys: Press these keys to move your cursor.
• Space bar: Adds a space.
• Ent eturn: Moves your cursor to a new line.
• : Press this key if you want to type a capital letter or the upper symbol of a key.
• Caps Lock: Press this key if you want all the letters you type to be capital letters. Press it
again to revert back to typing lowercase letters.
• Backspace: Deletes everything to the le our cursor.

s
• When a .com address, there no need to type ht or even www. Just type the
name of the website and then press Ctrl + Enter. (Example: Type ‘apple’ and press Ctrl +
Enter to go to www.apple.c
• Press the Ctrl key and press the + or - to increase and decrease the size of text.
• Press F5 or Ctrl + R to refresh or reload a web page.

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MS or Micr is a suite of computer programs developed by Micr Although

meant for all users, it offers different versions that cater ally to students, home users
and business users. All the programs are compa s and Macintosh.

Most P oducts
Some of the most popular and univer e:
• Micr ord: Allows users to type text and add images to a document.
• Micr Excel: Allows users to enter data into a spreadsheet and create c and
graphs.
• Micr PowerPoint: Allows users to add text, pictures and media and create slideshows
and presenta
• Micr : Allows users to send and receive email.
• Micr OneNote: Allows users to make drawings and notes with the feel of a pen on
paper.
• Micr : Allows users to store data over many tables.

Why Choose Micr

A popular email management choice especially in the workplace, Micr also includes
an address book, notebook, web browser and calendar. Some major bene of this program are:
• Integrated search : You can use keywords to search for data across all
programs.
• Enhanced security: Your email is safe from hackers, junk mail and phishing website email.
• Email syncing: Sync your mail with your calendar, contact list, notes in e and…your
phone!
• access to emai:l No Internet? No problem! Write emails of and send them
when you’re connected again.

s
• Press Ctrl+R as a shortcut method to reply to email.
• Set your deskt a or very important emails.
• Flag messag es and hit ey.
• Save frequently sent emails as a template to reuse again and again.
• Conveniently save importan

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-Commerce: What is E-Commerce

E-commerce is the buying or selling of goods and services, or the transmit of money or
data, electronically on the internet. E-Commerce is the short form for “electronic commerce.”

Examples of E-Commerce
Some examples of e-commerce are:
• • Electronic payments
• • Internet banking
• e

ypes of E-Commerce
E-commerce can be based on the types of ts in the tr The main
types of e-commerce are:
• Business t : Both the tr e businesses.
• Business t : Businesses sell electronically to end-consumers.
• Consumer to Consumer Consumers come together to buy, sell or trade items to
other consumers.
• Consumer-to-Business : Consumers make products or services available for purchase
to companies looking for exactly those services or products.
• Business-to-Administra : tr conducted between companies
and public administra
• Consumer-to-Administra : tr conducted between individuals
and public administra

Bene -Commerce
The e-commerce business provides some bene or retailers and customers.
Bene or retailers:
• Establishes an online presence
• Reduces opera osts by removing overhead costs
• Increases brand awareness through the use of good keywords
• Increases sales by removing geographic onstraints
Bene or customers:
• fers a wider range of choice than any physical store
• Enables goods and services to be purchased from remote loca
• Enables consumers to perform price comparisons

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Digital India Campaign

Prime Minister Narendra Modi launched the Digital India campaign in 2015, with the e
of offering every en of India access to digital services, knowledge and informa The
campaign aims to improve the country’s online infrastructure and increase internet c ,
thus boos ommerce industry.
Currently, the majority of online tr come from 2 and 3 the Digital
India campaign is in place, the government will deliver services through mobile c ,
which will help deliver internet to remote corners of the country. This will help the e-commerce
market to enter India’ owns and rural areas.

E-Commer
Choose a product or service that you want to sell online. Write a brief note explaining how
you will use exis e-commerce pla orms, or create a new e-commerce pla orm, to sell your
product or service.

s
• Before launching your e-commerce pla orm, test everything.
• Pay close and personal atten o your social media.

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y Matters
es
At the end of this unit, you will be able to:
1. Discuss the importance of saving money
2. Discuss the bene ving money
3. Discuss the main types of bank accounts
4. Describe the process of opening a bank account
5. Differen te betw ed and variable costs
6. Describe the main types of investmen
7. Describe the different types of insurance products
8. Describe the different types of taxes
9. Discuss the uses of online banking
10. Discuss the main types of electronic funds transfers

ersonal Finance – Why to Sa e:

Importance of Sa
We all know that the future is unpredictable. You never know what will happen tomorrow, next
week or next year. That’s why saving money steadily through the years is so important. Saving
money will help improve your situa over But more importantly, knowing that
you have money stashed away for an emergency will give you peace of mind. Saving money
also opens the door to many mor

Bene
Inculca ving leads to a vas ving helps you:
• Become independent: When you have enough money saved up to feel secure
you can start making your choices, from taking a vaca whenever you want, to switching
careers or st our own business.
• In est in yourself through educa : Through saving, you can earn enough to pay up for
courses that will add to your professional experience and tely result in higher paying
jobs.
• Get out of debt you have saved enough as a reserve fund, you can use your savings
to pay off debts like loans or bills that have accumulated ov
• Be prepared for surprise expenses : Having money saved enables you to pay for unforeseen
expenses like sudden car or house repairs, without f tressed.
• Pay for emergencies: Saving helps you deal with emergencies like sudden health issues or
emergency trips without f dened.

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• ord large purchases and achie e major goals:: Saving diligently makes it possible to
place down payments towards major purchases and goals, like buying a home or a car.
• e re: The money you have saved over the years will keep you comfortable when you no
longer have the income you would get from your job.

s
• Break your spending habit. Try not spending on one expensive item per week, and put the
money that you would have spent into your savings.
• Decide that you will not buy anything on certain days or weeks and s o your word.

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ypes of Bank Accounts, Opening a

Bank Accoun ypes of Bank Accounts
In India, banks offer four main types of bank accounts. These are:
• Current Accounts
• Savings Accounts
• Recurring Deposit Accounts
• Fixed Deposit Accounts
Current Accounts
Current accounts offer the most liquid deposits and thus, are best suited for businessmen and
companies. As these accounts are not meant for investments and savings, there is no imposed
limit on the number or amount of tr that can be made on any given day. Current
account holders are not paid any interest on the amounts held in their accounts. They are
charged for certain services offered on such accounts.
Sa ounts
Savings accounts are meant to promote savings, and are therefore the number one choice
for salaried individuals, pensioners and students. While there is no res on the number
and amount of deposits made, there are usually res on the number and amount of
withdrawals. Savings account holders are paid interest on their savings.
ecurring Deposit Accounts
Recurring Deposit accounts, also called RD accounts, are the accounts of choice for those who want
to save an amount every month, but are unable to invest a large sum at one Such account
holders deposit a small, ed amount every month for a pre-determined period (minimum 6
mon Def on a monthly payment results in the account holder being charged a penalty
amount. The total amount is repaid with interest a riod.
Fixed Deposit Accounts
Fixed Deposit accounts, also called FD accounts, are ideal for those who wish to deposit their
savings for a long term in return for a high rate of interest. The rate of interest offered depends
on the amount deposited and the period, and also differs from bank to bank. In the case
of an FD, a certain amount of money is deposited by the account holder for a ed period of
The money can be withdrawn when the period expires. If necessary, the depositor can
break the ed deposit prematurely. However, this usually attracts a penalty amount which
also differs from bank to bank.

Opening a Bank Account

a bank account is quite a simple process. Take a look at the steps to open an account
of your own:
St ount Opening Form
This form requires you to provide the following informa
• Personal details (name, address, phone number, date of birth, gender, occupa addr
• Method of receiving your account statement (hard c
• Details of y
• Manner of opera your account banking via cheque, slip book
Ensure that you sign wherever required on the form.

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St our Photograph
ecent photograph of yourself in the allotted space on the form.
St our Know Your Customer (KYC) Details
KYC is a process that helps banks verify the iden and address of their customers. To open an
account, every individual needs to submit certain approved documents with respect to photo
iden ess proof alid Documen e:
• Passport
• Driving License
• Voters’ Iden d
• PAN Card
• UID d
St our Documents
Submit the completed Account Form and KYC documents. Then wait un the forms
are processed and your account has been opened!

s
• Select the right type of account.
• Fill in complete nomina tails.
• Ask about fees.
• Understand the rules.
• Check for online banking – it’s convenient!
• Keep an eye on your bank balance.

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ts: Fix s Variable: What are Fixed and

Variable Costs
Fixed costs and variable costs together make up a company’s total cost. These are the two
types of costs that companies have to bear when producing goods and services.
A ed cost does not change with the volume of goods or services a company produces. It
always remains the same.
A variable cost, on the other hand, increases and decreases depending on the volume of goods
and services produced. In other words, it varies with the amount produced.

erences Between Fixed and Variable Costs

Let’s take a look at some of the main differences betw ed and variable costs:

Criteria Fixed Costs Variable Costs

Meaning A cost that stays the same, regardless A cost that changes when the
of the output produced.
Nature Time related. Volume related.
Incurred Incurred irr e of units being Incurred only when units are produced.
produced.
Unit cost Inversely propo to the number of Remains the same, per unit.
units produced.
Examples Deprecia rent, salary, insurance, Material consumed, wages, commission
tax etc. on sales, packing expenses, etc.

s
• When trying to determine whether a cost is ed or variable, simply ask the following
ques Will the cost change if the company stopped its pr If
the answer is no, then it is a ed cost. If the answer is yes, then it is probably a variable cost.

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estment, Insur axes:

In estment
Investment means that money is spent today with the aim of reaping gains at a future
vestmen e as follows:
• Bonds: Bonds are instruments used by public and private companies to raise large sums of
money – too large to be borrowed from a bank. These bonds are then issued in the public
market and are bought by lenders.
• Stocks: Stocks or equity are shares that are issued by companies and are bought by the
general public.
• Small Sa Schemes: Small Savings Schemes are tools meant to save money in small
amounts. Some popular schemes are the Employees Provident Fund, Sukanya Samriddhi
Scheme and Na ension Scheme.
• Mutual Funds: Mutual Funds are professionally managed instruments that invest
money in differen vestors.
• Fixed Deposits: A ed amount of money is kept aside with a ins for a
ed amoun eturn for interest on the money.
• eal Estate: Loans are taken from banks to purchase real estate, which is then leased or
sold with the aim of making a pr ted property price.
• e Funds: Hedge funds invest in both deriva es or publicly traded

• ate Equity: Private Equity is trading in the shares of an opera company that is not
publicly listed and whose shares are not available on the stock market.
• Venture Capital: Venture Capital involves inves substan capital in a budding
company in return for stocks in that company.

Insurance
There are two types of insurance – Life Insurance and Non-Life or General Insurance.
Life Insurance
Life Insurance deals with all insurance covering human life.
Life Insurance Products
The main life insurance products are:
• erm Insurance: This is the simplest and cheapest form of insurance. It offers
prot for tenure, say 15 to 20 years. In the case of your death, your family
is paid the sum assured. In the case of your surviving the term, the insurer pays nothing.
• Endowment Policy: This offers the dual bene of insurance and investment. Part of the
premium is allocated towards the sum assured, while the remaining premium gets invested
in equity and debt. It pays a lump sum amount a er the dura or on the death
of the policyholder, whichever is earlier.
• Unit-Linked Insurance Plan (ULIP): Here part of the premium is spent on the life cover,
while the remaining amount is invested in equity and debt. It helps develop a regular
saving habit.

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• Money Back Life Insurance:While the policyholder is alive, periodic payments of the
survival bene are made during the policy tenure. the death of the insured,
the insurance company pays the full sum assured along with survival bene
• Whole Life Insurance:It offers the dual bene of insurance and investment. It offers
insurance cover for the whole life of the person or up to 100 years whichever is earlier.
General Insurance
General Insurance deals with all insurance covering assets like animals, agricultural crops,
goods, factories, cars and so on.
General Insurance Products
The main general insurance products are:
• Motor Insurance: This can be divided into Four Wheeler Insurance and Two Wheeler
Insurance.
• Insurance: The main types of health insurance are individual health insurance, family
ter health insurance, comprehensive health insur al illness insurance.
• ra el Insurance: This can be categorised into Individual Travel Policy, Family Travel Policy,
Student Travel Insur en Health Insurance.
• ance: This protects the house and its contents from risk.
• Marine Insurance: This insurance covers goods, freight, cargo etc. against loss or damage
during transit by rail, r or air.

axes
There are two types of taxes – Direct Taxes and Indirect Taxes.
Dir ax
Direct taxes are levied directly on an en son and are non-transferrable.
Some examples of Direct Taxes are:
• Income ax: This tax is levied on your earning in a year. It is applicable to both,
individuals and companies.
• Capital Gains ax: This tax is payable whenever you receive a sizable amount of money.
It is usually of two types – short term capital gains from investments held for less than 36
months and long term capital gains from investments held for longer than 36 months.
• r ax: This tax is added to the price of a share. It is levied every
you buy or sell shares.
• Perquisite ax: This tax is levied is on perks that have been acquired by a company or used
by an employee.
• Corporat ax: Corporate tax is paid by companies from the revenue they earn.
Indir ax
Indirect taxes are levied on goods or services.
Some examples of Indirect Taxes are:
• ax: Sales Tax is levied on the sale of a product.

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• Ser ax: Service Tax is added to services provided in India.

• Value Added ax: Value Added Tax is levied at the discre of the state government. The
tax is levied on goods sold in the state. The tax amount is decided by the state.
• Customs Duty & Octroi: Customs Duty is a charge that is applied on purchases that are
imported from another country. oi is levied on goods that cross state borders within India.
• Excise Duty: Excise Duty is levied on all goods manufactured or produced in India.

s
• Think about how quickly you need your money back and pick an investment
accordingly.
• Ensure that you are buying the right type of insurance policy for yourself.
• Remember, not paying taxes can r anging fr o imprisonment.

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GS etc.: What is
Online Banking
Internet or online banking allows account holders to access their account from a laptop at any
loca In this way, ins can be issued. To access an account, account holders simply
need to use their unique customer ID number and password.
Internet banking can be used to:
• Find out an account balance
• Transfer amounts from one account to another
• Arrange for the issuance of cheques
• Instruct payments to be made
• Request for a cheque book
• Request for a statement of accounts
• Mak ed deposit

Electr ransfers
Electronic funds transfer is a convenient way of transferring money from the comfort of one’s
own home, using integrated banking tools like internet and mobile banking.
Transferring funds via an electronic gateway is extremely convenient. With the help of online
banking, you can choose to:
• Transfer funds into your own accounts of the same bank.
• Transfer funds into different accounts of the same bank.
• Transfer funds into accounts in different banks, using NEFT.
• Transfer funds into other bank accounts using RTGS.
• Transfer funds into various accounts using IMPS.

NEFT stands for Na Electronic Funds Transfer. This money transfer system allows you to
electronically transfer funds from your r e bank accounts to any other account, either
in the same bank or belonging to any other bank. NEFT can be used by individuals, and
corporate organiza o transfer funds between accounts.
In order to transfer funds via NEFT, two things are required:
• A transferring bank
• A des
Before you can transfer funds through NEFT, you will need to register the bene who will
be receiving the funds. In order to complete this registra you will require the following

• Recipient’s name • Recipient’s bank’s name

• Recipient’s account number • Recipient’s bank’s IFSC code

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RTGS
RTGS stands for Real Time Gross Settlement. This is a real funds transfer system which
enables you to transfer funds from one bank to another, in real or on a gross basis. The
transferred amount is immediately deducted from the account of one bank, and instantly
credited to the other bank’s account. The RTGS payment gateway is maintained by the Reserve
Bank of India. The tr tween banks are made electronically.
RTGS can be used by individuals, c o transfer large sums of money. Before
remit funds through RTGS, you will need to add the bene and his bank account details
via your online banking account. In order to complete this registr you will require the
following informa
• Name of the bene • Bene ’s account number
• Bene ’s bank address • Bene ’s bank’s IFSC code

IMPS
IMPS stands for Immediate Payment Service. This is a r inter-bank, electronic funds
transfer system used to transfer money instantly within banks across India. IMPS enables
users to make instant electronic transfer payments using mobile phones through both, Mobile
Banking and SMS. It can also be used through ATMs and online banking. IMPS is available 24
hours a day and 7 days a week. The system features a secure transfer gateway and immediately
con ders that hav
To transfer money through IMPS, the you need t
• Register for IMPS with your bank
• Receive a Mobile Money Iden om the bank
• Receive a MPIN from the bank
Once you have both these, you can login or make a request through SMS to transfer a
amount to a bene .
For the bene o receive the transferred money, he mus

1. Link his mobile number with his r e account

2. Receiv om the bank
In order to te a money transfer through IMPS, you will need to enter the following
informa
1. The bene ’s mobile number 2. The bene ’
3. The transfer amount 4. Your MPIN
As soon as money has been deducted from your account and credited into the bene ’s
account, you will be sent a con SMS with a trans reference number, for future
reference.

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erences Between NEFT, RTGS & IMPS

Criteria NEFT RTGS IMPS
Settlement tches R R
Full form Na onic Real Time Gross Immediate Payment
Fund Transfer Settlement Service
Timings on 24x7
Monday – Friday
Timings on 24x7
Saturday
Minimum amount 1 2 lacs 1
of money transfer
limit
Maximum amount y 2 lacs
of money transfer
limit
Maximum charges Upt 2.5 above 2 – 5 lacs – Upt 5
as per RBI abov – 1 lac 25 abov
– 5 – 5
abov
above 1 – 2 lacs – above 1 – 2 lacs –
15 15
above 2 – 5 lacs –
25
abov
25

Tips
• Never click on any links in any e-mail message to access your online banking website.
• You will never be asked for your credit or debit card details while using online banking.
• Change your online banking password regularly.

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6.4. Preparing for Employment & Self

Employment
es
At the end of this unit, you will be able t
1. teps to prepare for an interview
2. teps to create an eff e Resume
3. t frequently asked interview ques
4. o answer the most frequently asked interview ques
5. orkplace terminology

6.4.1 Interview Prepara o Prepare

for an Interview
The success of your get the job that you want depends largely on how well your interview
for that job goes. Therefore, before you go in for your interview, it is important that you prepare
for it with a fair amount of research and planning. Take a look at the steps to follow in order to
be well prepared for an intervie
1. Research the organiza t you are having the interview with.
• Studying the company beforehand will help you be more prepared at the of the
interview. Your knowledge of the organiza will help you answer ques at the
of the interview, and will leave you looking and feeling more con t. This is sure
to make you stand out from other, not as well informed, candidates.
• Look for background inf on the company. Ty and an overview of the
company and its industry pr
• Visit the company website to get a good idea of what the company does. A company
website offers a wealth of important informa Read and understand the company’s
mission statement. Pay atten to the company’s products/services and client list. Read
through any press releases to get an idea of the company’s projected growth and stability.
• Note down any ques t you have a er your research has been completed.
2. ther y a tch the job r ements.
• Carefully read through and analyz
• Make a note of the knowledge, skills and required to the job requirements.
• Take a look at the organiza archy. Figure out wher you are applying
f to this hierarchy.
3. Go through the most typical intervie ed, and prepare your responses.
• Remember, in most interviews a mix of resume-based, behavioral and case study
ques e asked.
• Think about the kind of answers you would like to provide to typical ques asked in
these three areas.
• Pr wers un ou can express them con tly and clearly.

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4. Plan your at e for the interview.

• It is always safest to opt for formal business at e, unless expressly informed to dress in
business c ase you should use your best judgemen
• e that your clothes are clean and well-ironed. Pick neutral colours – nothing too
brigh y.
• The shoes you wear should match your clothes, and should be clean and suitable for
an interview.
• Remember, your aim is to leave everyone you meet with the impression that you are a
professional and highly ef son.
5. Ensure that you hav ed everything that you may r e during the interview.
• Carry a few copies of your resume. Use a good quality paper for your resume print outs.
• Always take along a notepad and a pen.
• Take along any informa you may need to refer to, in order to out an applica
form.
• Carry a few samples of your work, if relevant.
Remember the importance of non-verbal communica
• Pr pr con Remind yourself to smile and make eye contact. Pr
e.
• Keep in mind the importance of posture. Pr sit up straight. Train yourself to stop
nervous gestures lik e oot-tapping.
• Pr keeping your r in check. Remember, your facial expressions provide a
good insight into your true feelings. Pr e image.
7. e a lis o end the interview with.
• Most interviews will end with the interview asking if you have any ques This
is your chance to show that you have done your research and are interested in learning
more about the company.
• If the interviewer does not ask you this ques you can inform him/her that you have
some queries that you would like to discuss. for you to refer to the notes
you made while studying the company.
• Some good ques o ask at this point ar
o What do you consider the most important criteria for success in this job?
o How will my performance be evaluated?
o What ar or advancement?
o What are the next steps in the hiring process?
• Remember, never ask for informa t is easily available on the company website.

Tips
• Ask insigh
• When communica , use eff e forms of body language like smiling, making eye
contact, and ely listening and nodding. slouch, play with nearby items, et,
chew gum, or mumble.

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6.4.2 Preparing an E eR o
Create an E e Resume
A resume is a formal document that lists a candidate’s work experience, educa and skills.
A good resume gives a poten employer enough informa to believe the applicant is worth
interviewing. That’s why it is so important to create a résumé that is eff e. Take a look at the
steps to create an eff er
St rite the Addr
The Address occupies the top of your resume. It includes informa like your name,
address, phone number and e-mail address. Insert a bold line under the to separate it
from rest of your resume.
Ex

Jasmine Watts
Breach Candy, Mumbai – India
Cont
[email protected]

St
This part of your resume should list your overall experiences, achievements, awards,
a and strengths. You can make your summary as short as 2-3 bullet points or as
t points.
Ex

Pr
• A Content Writer graduated from University of Strathclyde having years of experience
ebsite copy.
• Core e lies in content crea for e-learning courses, ally for the K-12
segment.

St our Educa a
When lis your academic records, st list your highest degree. Then add the second highest
a under the highest one and so on. To provide a clear and accurate picture of your
educa background, it is al that include informa on your rank, percentage
or CPI for every degr a t you have listed.
If you have done any a and trainings, you can add a Trainings & a
under y duca a
Ex
Educa a
• Masters in Interna emen om Columbia University with 8.8 CPI.
• Bachelor of Managemen om Mumbai University with 87% marks.
• th, Sta om Maharashtra Board with 91% marks.
• om Maharashtra Board with 93% marks.

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St our Technic
When lis your technical skills, start with the skills that you are most con t about. Then
add the skills that you do not have as good a command over. It is perfectly acceptable to include
just one skill, if you feel that skill adds tremendous value to your résumé. If you do
not have any technical skills, you can omit this step.
Ex

Technic
• Flash
• Photoshop
St our Academic Project Experience
List down all the important projects that you have worked on. Include the following informa

• Pr • Organiza • Pla orm used

• Con •
Ex

Academic Projects
Project Title ferent Communica
Organiza
Pla orm used te
Con ten aphic visualiza
velopment of storyboards for corporat aining programs
St our Strengths
This is where you list all your major streng in the form of a bulleted list.
Ex

Strengths
• cellent oral, written and presenta
• ted and result-focused
• Grea ement skills
St our Extr
It is very important to show that you have diverse interests and that your life consists of more
than academics. Including your extracurricular can give you an added edge over other
candidates who have similar academic scores and project experiences. This should be
in the form of a bulleted list.

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Ex

Extr
• te Club
• Played tennis at a na vel
• W st prize in the All India Camel Contes

St rit our Personal Details

The las our résumé must include the following personal informa
• te of birth • Gender & marital status
• Na • Languages known
Ex

Per tails
• t th
May, 1981
• Gender & marital sta emale, Single
• Na
• Languag amil, French

Tips
• Keep your r forma
• Make sure the resume is neat and free from typing errors.
• Always create your resume on plain white paper.

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6.4.3 Interview FA
Take a look at some of the most frequently asked interview ques and some helpful on
how to answer them.
ou tell me a little about yourself?
Tips to answ
• ovide your full employment or personal history.
• Off xperiences that you feel are most valuable and relevant.
• Conclude with how those experiences have made you perfect f ole.

Tips to answ
• Tell the interviewer how you heard about the job – whether it was through a friend
ven
• what excites you about the and what in caught your eye
about this role.
t do y ompany?
Tips to answ
• ecite the company’s About Us page.
• Show that you understand and care about the company’s goals.
• y you believe in the company’s mission and values.
y do you want this job?
Tips to answ
• Show that you are passionate about the job.
• Iden y why the role is a grea or you.
• y you love the company.
y should we hire you?
Tips to answ
• Prove through your words that you can not only do the work, but can de ely deliver
excellent results.
• y you would be a grea eam and work culture.
• y you should be chosen over any other candidate.
t are your greatest professional strengths?
Tips to answ
• Be honest – share some of your real strengths, rather than give answers that you think
sound good.
• Offer examples of strengths that are relevant to the you are applying for.
• Provide examples of how you’ve demonstrated these strengths.
t do you consider to be your w
Tips to answ
• The purpose of this ques auge your self-awareness and honesty.
• Give an example of a trait that you struggle with, but that you’re working on to improve.

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t are your salary r ements?

Tips to answ
• your research beforehand and out the typical salary range for the job you are
applying for.
• Figure out where you lie on the pay scale based on your experience, educa and skills.
• Be xible. Tell the interviewer that you know your skills are valuable, but that you want
the job and are willing to neg te.
t do y e to do outside of w
Tips to answ
• The purpose of this ques y culture.
• Be honest – open up and shar terest and excite you.
ou were an animal, which one would you want to be?
Tips to answ
• The purpose of this ques ou are able to think on your feet.
• There’s no wrong answer – but to make a great impression try to bring out your strengths
or personality traits through your answer.
t do y e could do bett erently?
Tips to answ
• The purpose of this ques is to see if you have done your research on the company,
and to test whether you c ally and come up with new ideas.
• Suggest new ideas. Show how your interests and e would help you execute
these ideas.
ou have an or us?
Tips to answ
• not ask ques to which the answers can be easily found on the company website
or through a quick online search.
• Ask intelligent ques t show your ability t .

Tips
• Be honest and con t while answering.
• Use examples of your past experiences wherever possible to make your answers more

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eadiness – Terms & T

erminology
very employee should be well versed in the following t
• Annual leav Paid vaca ve given by employers to employees.
• ound A method used by employers to verify the accuracy of the informa
provided by poten andidates.
• Bene A part of an employee’s compensa age.
• Br Short periods of rest taken by employees during working hours.
• Compensa P ag The c of salary and bene that an employer provides
to his/her employees.
• Compensat Time off in lieu of pay.
• Contract Employ An employee who works for one organiza that sells said employee’s
services to another company, either on a pr
• Contract of Employmen When an employee is offered work in exchange for wages or
salary, and accepts the offer made by the employer, a contract of employment exists.
• Corporate Cultur The beliefs and values shared by all the members of a company, and
imparted from one genera yees to another.
• Counter er/Counter Pr A neg technique used by poten candidates to
increase the amount of salary offered by a company.
• Cover tt A letter that accompanies a candidate’s resume. It emphasizes the important
points in the candidate’s resume and provides real examples that prove the candidate’s
ability to perform the expected job role.
• Curriculum Vitae (CV)/R A summary of a candidate’s achievements, educa
background, work experience, skills and strengths.
• Declining tt A letter sent by an employee to an employer, turning down the job offer
made by the employer to the employee.
• Amounts subtracted from an employee’s pay and listed on the employee’s
pay slip.
• Discrimina The act of trea son not as favourably as another person.
• Employ A person who works for another person in exchange for payment.
• Employee Tr A workshop or in-house training that an employee is asked to attend
by his or her superior, for the bene yer.
• Employment Gap Periods of unemploy tween jobs.
• Fixed-Term Contr A contract of employment which gets terminated on an agreed-upon
date.
• Follow The act of cont a poten employer a er a candidate has submitted his
or her resume.
• Freelancer/Consultant/Independent Contract A person who works for him or herself
and pitches for temporary jobs and projects with different employers.
• Holiday f from work.
• Hourly Rate t of salary or wages paid f es of work.

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• Internship A job opportunity offered by an employer to a poten employee, called an

intern, to work at the employer’s company f ed, limit
• Interview A conversa between a poten employee and a represent e of an
employer, in order to determine if the poten yee should be hired.
• Job Applica A form which asks for a candidate’s informa like the candidate’s name,
address, contact details and work experience. The purpose of a candidate submit a job
applica o show that candidate’s interest in working f ompany.
• er fer of employment made by an employer to a poten yee.
• Job Search Agent A program that enables candidates to search for employment
eria listed in the program, for job vacancies.
• y A lay off occurs when an employee is temporarily let go from his or her job, due to
the employer not having any work for that employee.
• ve ormal permission given to an employee, by his or her employer, to take a leave of
absence from work.
• tter of Acceptance A letter given by an employer to an employee, con the offer
of employment made by the employer, as well as the c fer.
• tter of Agreement tter that outlines the terms of employment.
• tter of Recommenda A letter written for the purpose of valida the work skills
of a person.
• Maternity ve Leave taken from work by women who are pregnant, or who have just
given birth.
• Mentor A person who is employed at a higher level than you, who offers you advice and
guides you in your career.
• Minimum wage age amount paid on an hourly basis.
• An announcement made by an employee or an employer, sta that the
employment contr te.
• er of Employment An offer made by an employer to a pr e employee that
contains important informa pertaining to the job being offered, like the st date,
salary, working c tc.
• Open-Ended Contract A contract of employment that con the employer or
employee terminates it.
• Over A person who is not suited for a job because he or she has too
many years of work experience, or a level of educa that is much higher than required
for the job, or is currently or was previously too highly paid.
• Part er yee who works for fewer hours than the standard number of
hours normally worked.
• Pat ve ve granted to a man who has recently become a father.
• Recruiters/Headhunters/Ex e Search Firms Professionals who are paid by employers
to search for people t
• Resigning/Resigna yee formally informs his or her employer that he
or she is quit
• Self-Employed A person who has his or her own business and does not work in the
capacity of an employee.
• Time Sheet A form that is submitted to an employer, by an employee, that contains the
number of hours worked every day by the employee.

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6.5. Understanding Entrepreneurship

es
1. At the end of this unit, you will be able t
2. oncept of entrepreneurship
3. ance of entrepreneurship
4. acteris trepreneur
5. ferent types of enterprises
Lis ff e leader
7. ff e leadership
8. List the traits of an eff e team
9. ance of listening eff ely
o listen eff ely
11. ance of speaking eff ely
12. o speak eff ely
13. o solve problems
14. List important problem solving traits
15. ays to assess problem solving skills
ance of neg
17. o neg te
18. o iden y ne
19. o iden
Understand the meaning of entrepreneur
21. ferent types of entrepreneurs
22. List the characteris trepreneurs
23. Recall entrepreneur success stories
24. trepreneurial process
25. trepreneurship ecosystem
overnment’s role in the entrepreneurship ecosystem
27. ent entrepreneurship ecosystem in India
28. Understand the purpose of the Make in India campaign
29. ela tween entrepreneurship and risk appe e
ela tween entrepreneurship and resilience
31. acteris esilient entrepreneur
32. o deal with failure

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6.5.1 Concept Intr acteris

of an Entrepreneur
ent trepreneurs and Entrepreneurship
Anyone who is determined to start a business, no matter what the risk, is an entrepreneur.
trepreneurs run their own start-up, take responsibility for the risks and use
crea , innova and vast reserves of self a to achieve success. They dream big
and are determined to do whatever it takes to turn their idea into a viable offering. The aim of
an entrepreneur is to create an enterprise. The process of crea this enterprise is known as
entrepreneurship.

Importance of Entrepreneurship
trepreneurship is very important for the following r
1. It results in the crea w organiza
2. It brings crea to the marketplace
3. It leads to improved standards of living
4. It helps develop the economy of a country

Characteris trepreneurs
All successful entrepreneurs have certain characteris ommon.
They ar
• emely passionate about their work
• Con t in themselves
• ated
• ated and driven
• Highly crea e
• Visionaries
• Open-minded
• e
trepreneurs also have a tendency t
• Have a high risk tolerance
• Thoroughly plan everything
• Manage their money wisely
• Make their customers their priority
• Understand their offering and their market in detail
• Ask for advice from experts when required
• Know when to cut their losses

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Examples of Famous Entrepreneurs

Some famous entrepreneurs ar
• Bill Gat ounder of Micr
• Stev f
• Mark Zuckerber ounder of F
• Pierre Omidy ounder of eBa

Types of Enterprises
As an entrepreneur in India, you can own and run any of the following types of ent
Sole Proprietorship
In a sole proprietorship, a single individual owns, manages and controls the enterprise. This
type of business is the easiest to form with respect to legal f The business and the
owner have no separate legal existence. All pr belongs to the proprietor, as do all the losses
- the liability of the entrepreneur is unlimited.
Partnership
A partnership is formed by two or more people. The owners of the enterprise are called
partners. A partnership deed must be signed by all the partners. The and its partners have
no separate legal existence. The pr e shared by the partners. With respect to losses, the
liability of the partners is unlimited. has a limited life span and must be dissolved when
any one of the partners dies, re es, claims bankruptcy or goes insane.
artner
In a Limited Liability Partnership or LLP, the partners of the enjoy perpetual existence
as well as the advantage of limited liability. ach partner’s liability is limited to their agreed
con o the LLP. The partnership and its partners have a separate legal existence.

Tips
• Learn from others’ failures.
• Be certain that this is what you want.
• Search for a problem to solve, rather than look for a problem to attach to your idea.

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ship & Teamw

s
Leadership means an example for others to follow. a good example means not
asking someone to do something that you wouldn’t willingly want to do yourself. Leadership is
t to do in order to win as a team, and as a company.
Leaders believe in doing the right things. They also believe in helping others to do the right
things. An eff
• Creates an inspiring vision of the future.
• ates and inspires his team to pursue that vision.

t All Entrepreneurs Need

Building a successful enterprise is only possible if the entrepreneur in charge possesses excellent
leader al leadership skills that every entrepreneur must have ar
1. Pragma This means having the ability to highlight all obstacles and challenges, in
order to resolve issues and reduce risks.
2. Humility This means to mistakes en and early, and being quick to take
responsibility for your Mistakes should be viewed as challenges to overcome, not
o point blame.
3. Flexibility It is al for a good leader to be very xible and quickly adapt to change. It
al to know when to adapt and when not to.
4. Authen This means showing both, your strengths and your weaknesses. It means
being human and showing others that you are human.
5. Reinven This means refreshing or changing your leadership style when necessary. To
do this, it’s important to learn where your leadership g what resources
are required to close them.
Awareness This means taking the to recognize how others view you. It means
understanding how your presence affects those around you.

Bene ship
ff e leadership results in numerous bene Great leadership leads to the leader success
• Gaining the loyalty and commitment of the team members
• a eam to work towards achieving the company’s g es
• Building morale and ins eam members
• Fostering mutual understanding and team-spirit among team members
• Convincing team members about the need to change when a situa requires adaptability

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Teamw eams
Teamwork occurs when the people in a workplace combine their individual skills to pursue a
common goal. ff e teams are made up of individuals who work together to achieve this
common goal. A great team is one who holds themselves accountable for the end result.

Importance of Teamw trepreneurial Success

For an entrepreneurial leader, building an eff e team is al to the success of a venture.
An entrepreneur must ensure that the team he builds possesses certain crucial aits
and characteris ff et
1. Unity of All the team members should clearly understand and be equally
committed to the purpose, vision and goals of the team.
2. Great communica Team members should have the ability to express their
concerns, ask ques ams, and charts to convey complex informa
3. The ability to collaborat very member should feel en o provide regular feedback
on new ideas.
4. The team should consist of pr e individuals. The members should have the
enthusiasm to come up with new ideas, improve exis ideas, and conduct their own
research.
5. Visionary member The team should have the ability to an te problems and act on
these poten oblem before they turn into real problems.
Great adaptability The team must believe that change is a e force. Change
should be seen as the chance to improve and try new things.
7. Excellent organiza The team should have the ability to develop standard work
processes, balance r properly plan projects, and set in place methods to
measure progress and ROI.

Tips
• et too attached to your original idea. Allow it to evolve and change.
• Be aware of your weaknesses and build a team that will complement y alls.
• Hiring the right people is not enough. You need to promote or incen e your most
talented people to k ated.
• arn your team’s respect.

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6.5.3 Communica t
The Import tening E ely
Listening is the ability to correctly receive and understand messages during the process of
communica Listening is for eff e communica Without eff e listening
skills, messages can easily be misunderstood. This results in a communica breakdown and
can lead to the sender and the receiver of the message becoming frustrated or irritated.
It’s very important to note that listening is not the same as hearing. Hearing just refers to
sounds that you hear. Listening is a whole lot more than that. To listen, one requires focus. It
means not only paying atten to the story, but also focusing on how the story is relayed,
the way language and voice is used, and even how the speaker uses their body language. The
ability to listen depends on how eff ely one can perceive and understand both, verbal and
non-verbal cues.

How t ten E ely

To listen eff ely y
• Stop talking
• Stop int
• Focus completely on what is being said
• Nod and use encouraging words and gestures
• Be open-minded
• Think about the speaker’s per e
• Be very, very pa t
• Pay atten o the tone that is being used
• Pay atten o the speaker’s gestures, facial expressions and eye movements
• Not try and rush the person
• Not let the speaker’s mannerisms or habits irritate or distract you

How t ten E ely

How successfully a message gets conveyed depends en ely on how eff ely you are able
to get it through. An eff e speaker is one who enunciates properly, pronounces words
correctly, chooses the right words and speaks at a pace that is easily understandable. Besides
this, the words spoken out loud need to match the gestures, tone and body language used.
What you say, and the tone in which you say it, results in numerous per being formed.
A person who speaks hesitantly may be perceived as having low self-esteem or lacking in
knowledge of the discussed topic. Those with a quiet voice may very well be labelled as shy.
And those who speak in commanding tones with high levels of clarity, are usually considered to
be extremely con t. This makes speaking a v al communica

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How t ely
To speak eff ely y
• Incorporate body language in your speech like eye contact, smiling, nodding, gesturing etc.
• Build a dra our speech before actually making your speech.
• e that all y eelings are under control.
• Pronounce your words dis with the correct pitch and intensity. Your speech should
be crystal clear a
• Use a pleasant and natural tone when speaking. Your audience should not feel like you are
put t or being unnatural in any way.
• Use precise and ords to drive your message home. Ambiguity should be avoided
at all costs.
• e that your speech has a logic .
• Be brief y unnecessary informa
• Make a conscious effort to avoid irrita e , twitching etc.
• Choose your words carefully and use simple words that the majority of the audience will
have no dif standing.
• Use visual aids like slides or a whiteboard.
• Speak slowly so that your audience can easily understand what you’re saying. However, be
careful not to speak too slowly because this can come across as s f, unprepared or even
condescending.
• Remember to pause at the right moments.

Tips
• If you’re it dif to focus on what someone is saying, try repea their words
in your head.
• Always maintain eye contact with the person that you are communica with, when
speaking as well as listening. This conveys and also encourages interest in the conversa

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6.5.4 Problem Solving & Neg

t is a Problem?
As per The Concise Oxford a problem is, “A doub or dif matter
r
All problems contain two elemen
1. Goals 2. Obstacles
The aim of problem solving is to recognize the obstacles and remove them in order to achieve
the goals.

How to Solve Problems

Solving a problem requires a level of ra thinking. Here are some logical steps to follow
when f
St Iden y the problem St Study the problem in detail
St Lis St Select the bes
Step Implement the chosen St Check that the problem has really been solved

Important Traits for Problem Solving

Highly developed problem solving skills are al for both, business owners and their employees.
The following personality traits play a big role in how eff ely problems are solv
• Being open minded • Asking the right ques
• Being pr e • Not panicking
• Ha e at • Focusing on the right problem

How to Assess for Pr

As an entrepreneur, it would be a good idea to assess the level of problem solving skills of
poten andidates before hiring them. Some ways to assess this skill are thr
1. Applica forms Ask for proof of the candidate’s problem solving skills in the applica
form.
2. Psychometric tests Give poten candidates logical reasoning and al thinking tests
and see how they fare.
3. Interviews Create hypothe al problema situa or raise ethical ques and see
how the candidates respond.
4. Technical Give candidates examples of real life problems and evaluate their
thought process.

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t is Neg
Neg is a method used to settle differences. The aim of neg is to resolve
differences through a compromise or agreement while avoiding disputes. Without neg
con are likely to lead to resentment between people. Good neg skills help sa fy
o a long way towards developing strong rela s.

y Neg te
St a business requires many, many neg Some neg are small while
others are al enough to make or break a startup. Neg also plays a big role inside
the workplace. As an entrepreneur, you need to know not only know how to neg e yourself,
but also how to train employees in the art of neg

How to Neg te
Take a look at some steps to help you neg t

St Pre-Neg Agree on where to meet to discuss the problem, decide who all will
Prepara be present and se or the discussion.
St This involves asking ques s, listening to the other side, put
Problem your views forward and clarifying doubts.
St Clarify the e that both want to solve the same problem and reach
e the same goal.
St Aim for a Try your best to be open minded when neg Compromise
Win-Win Outcome and offer alternate s to reach an outcome where both

St When an agreement has been reached, the details of the

the Agreement agreement should be crystal clear to both sides, with no scope for
misunderstandings.
St Implement the Agree on a cour o se
Agr

Tips
• Know exactly what you want before you work towards get
• Give more importance to listening and thinking, than speaking
• Focus on building a r ather than winning
• Remember that your people skills will affect the outcome
• Know when to walk away – some eaching an agreement may not be possible

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a
Entrepreneur
“The entrepreneur always searches for change, responds to it and exploits it as an opportunity.”
Peter Drucker
The ability to iden acteris trepreneur.

t is an Opportunity?
The word opportunity suggests a good chance or a favourable situa to do something offered
by circumstances.
A business opportunity means a good or favourable change available to run business
in a given environment, at a given poin

aced by Entrepreneurs
A al ques that all entrepreneurs face is how to go about the business opportunity
that is right for them.
Some common ques t entrepreneurs constantly think about ar
• Should the new enterprise introduce a new product or service based on an unmet need?
• Should the new enterprise select an exis product or service from one market and offer
it in another where it may not be available?
• Should the enterprise be based on a tried and tested formula that has worked elsewhere?
It is therefore extremely important that entrepreneurs must learn how to iden y new and
exis valuate their chances of success.

• It creates or adds value to a customer

• It solv ant problem, removes a pain point or meets a demand
• Has a robust market and pr gin
• Is a g ounder and management team at the righ

Factors t
Consider the following when looking f
• conomic trends • Market trends
• Changes in funding • Changes in al support
• Changing rela tween vendors, • arget audience
partners and suppliers

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ays to Iden y Ne
1. Iden y Market Inef
When looking at a market, consider what inef are present in the market. Think
about ways to correct these inef
2. Remove Key Hassles
Rather than create a new product or service, you can innova ely improve a product,
service or process.
3. Create Something New
Think about how you can create a new experience for customers, based on exis business
models.
4. Pick a Growing Sector/Industry
Research and out which sectors or industries are growing and think about what
ou can tap in the same.
5. Think About Pr feren
If you already have a product in mind, think about ways to set it apart from the exis ones.

ays to Iden
our Business
1. SWOT Analysis
An excellent way to iden y inside your business is by crea a SWOT
analysis. The acronym SWOT stands for strengths, w eats.
SWOT analysis framew

STRENGTH AKNESSES
t are your strengths? t are your w
t do t do your compe ors do
you posses? better than you?
t do you do better than
others?
t do others percieve
as your strengths? S

OPPORTUNITIES O T THREATS
t Trends ma ely Do you hav
impact you? support?
e t trends may nega ely
available to you? impact you?

Consider the following when looking f

By looking at yourself and your compe ors using the SWOT framework, you can uncover
that you can exploit, as well as manage and eliminate threats that could derail
your success.
2. tablishing Your USP
tablish your USP and yourself as different from your compe ors. Iden y why
customers should buy from you and promote that reason.

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Opportunity Analysis
Once you have iden , you need to analyze it.
To analyze an opportunity, you mus
• Focus on the idea
• Focus on the market of the idea
• Talk to industry leaders in the same space as the idea
• Talk to players in the same space as the idea

Tips
• Remember e situa
• Look for a proven track record.
• Avoid the latest craze.
• Love your idea.

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6.5.6 Entrepreneurship Support Eco - Syst

t is an Entrepreneur?
An entrepreneur is a per
• ork for an employee
• Runs a small enterprise
• Assumes all the risks and rewards of the enterprise, idea, good or service

Types of Entrepreneurs
There are four main types of entrepreneur
1. The Tr Entrepreneur This type of entrepreneur usually has some kind of skill –
they can be a carpenter, mechanic, cook etc. They have businesses that have been around
for numerous years like restaurants, shops and carpenters. Typically, they gain plenty of
e try before the
2. The Growth Poten Entrepreneur The desire of this type of entrepreneur is to start an
enterprise that will grow, win many customers and make lots of money. Their te aim
is to eventually sell their enterprise for a nice pr Such entrepreneurs usually have a
science or technical background.
3. The Project-Oriented Entrepreneur This type of entrepreneur generally has a background
in the Arts or psychology. Their enterprises tend to be focus on something that they are
very passionate about.
4. The estyle Entrepreneur This type of entrepreneur has usually worked as a teacher or
a secretary. They are more interested in selling something that people will enjoy, rather
than making lots of money.

Characteris trepreneur
Successful entrepreneurs have the following characteris
• They ar ated
• They are crea e and persuasive
• They are mentally prepared to handle each and every task
• They have excellent business skills – they know how to evaluate their cash , sales and
revenue
• They are willing to take great risks
• They are very pr e – this means they are willing to do the work themselves, rather
than wait for someone else to do it
• They have a vision – they are able to see the big picture
• They ar xible and open-minded
• They are good at making decisions

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Entrepreneur Success Stories

Dhiru Bhai Ambani
Ambani began his entrepreneurial career by selling to pilgrims in Mount
Girnar on weekends. At he moved to Yemen where he worked as a gas-sta attendant,
and as a clerk in an oil company. He returned to India with Rs. and started a te
trading company. Reliance went on to become the st Indian company to raise money in
global marke st Indian company to feature in F t.
Dr. Karsanbhai Patel
Karsanbhai Patel made detergent powder in the backyard of his house. He sold his product
door-to-door and offered a money back guarantee with every pack that was sold. He charged
Rs. 3 per kg when the cheapest detergent at that was Rs.13 per kg. . Patel eventually
started Nirma which became a whole new segment in the Indian domes tergent market.

The Entrepreneurial Process

Let’s take a look at the stages of the entrepreneurial process.
Stage 1 Idea Genera The entrepreneurial process begins with an idea that has been
thought of by the entrepreneur. The idea is a problem that has the poten o be solved.
Stage 2 Germina or Rec In this stage a possible to the iden problem
is thought of.
Stage 3 Prepara or Ra a The problem is studied further and research is done to
s have tried to solve the same problem.
Stage 4 Incuba or Fantasizing. This stage involves crea e thinking for the purpose of
coming up with more ideas. Less thought is given to the problem areas.
Stage 5 Feasibility The next step is the crea of a feasibility study to determine if the
idea will make a pr ough.
Stage 6 Illumina or Realiza This is when all uncertain areas suddenly become clear.
The entrepreneur feels con t that his idea has merit.
Stage 7 V a or Valida In this stage, the idea is v to see if it works and
if it is useful.
Take a look at the diagram below to get a better idea of this process.
Idea Germina
Genera (Rec

Prepara
(Ra

Incuba
(Fantasising)

Fasibility
Study

Illumina V a
(Realisa (Valida

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t is an Entrepreneur?
The entrepreneurship support ecosystem the c e and complete nature of
entrepreneurship. New companies emerge and not only because of the courageous,
visionary entrepreneurs who launch them, but they thrive as they are set in an environment or
‘ecosystem’ made of private and public ts. These players nurture and sustain the new
ventures, facilita trepreneurs’ efforts.
An entrepreneurship ecosystem comprises of the f
1. Favourable Cultur This includes elements such as tolerance of risk and errors, valuable
netw e social standing of the entrepreneur.
2. Facilita Policies & This includes regulatory framework incen es and
existence of public research ins es.
3. Financing Angel , venture capitalists and micro loans would be good
examples of this.
4. Human Capit This refers to trained and untrained labour, entrepreneurs and
entrepreneurship training programmes, etc.
5. Conducive ets for Products & Ser This refers to an existence or scope of
existence of a market for the product/service.
Ins & Infrastructural This includes legal and advisers,
telecommunica digital and transporta infrastructure, and entrepreneurship
networking programmes.
These domains indicate whether there is a strong entrepreneurship support ecosystem and
wha should the government put in place to further encourage this ecosystem. The six
domains and their various elements have been graphically depicted.

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 ship
Early Customers Government
• Unequivocal support • Ins • Research ins es
• arly adopters for proof-of-concept
• e.g. Investment, support
•
• Reference customer
• Open door for advocate
• Financial support • Venture-friendly
• First reviews • trepreneurship strategy e.g. f , jump start funds legisla
• • urgency, crisis and challenge
Regulatory framework • e.g. Bankruptcy,
incen es contract enforcement, pro-
Netw s
e.g. Ta perty rights, and labour
• trepreneure’s networks Policy
• a networks Financial Capital
• orpora • Micro-loans • Venture capital funds
et Finance • Angel investors, fri- • Private equity
ends and family • Public capital markets
• Skilled and unskilled • Zero-stage venture •
• Serial entrepreneures Entrepreneurship capital

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• Later genera amily Success Stories
Human • Visible successes
Educa Culture
• General degr ofessional and ac
Capital • Wealth genera or founders
• trepreneurship training • Interna eputa
Supports Societal norms
Infrastructure
• Tolerance of risk, mistakes, failure
• Telecommunica • Innova ea , experimenta
• Transporta • Social status of entrepreneur
• gy • Wealth crea
• Zones, incuba ters, clusters Non-Government Ins • e, hunger
• trepreneurship • Conferences
Support Professions pr
• Legal non-pr
• Accoun • Business plan • trepreneur- fri-
• Investment bankers contests endly associa
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Participant Handbook

very entrepreneurship support ecosystem is unique and all the elements of the ecosystem are
interdependent. Although every region’s entrepreneurship ecosystem can be broadly described
by the above features, each ecosystem is the result of the hundred elements inter in
highly comple ays.
trepreneurship ecosystems eventually become g self-sustaining. When the six domains
are resilient enough, they are mutually bene At this point, government involvement can
and should be antly minimized. Public leaders do not need to invest a lot to sustain the
ecosystem. It is impera e that the entrepreneurship ecosystem incen es are formulated to
be self , hence focusing on sustainability of the environment.

Government’s Role in the Entrepreneurship

Ecosystem
ouraging new ventures is a major focus for policymakers. Governments across the world
are recognizing that new businesses in dis e types of e environments.
Policymakers should study the scenario and take into account the following points whilst they
formulate policies and regula that enable successful entrepreneurship support ecosystems.
1. Policymakers should avoid regula that discourage new entrants and work towards
building ef t methods for business startups. Policies and regula that favour
exis , dominant over entrepreneurial ventures, restrict compe and obstruct
entry for new companies.
2. Instead of developing policies conceptually intended to correct market failures,
policymakers should interact with entrepreneurs and understand the challenges faced
by them. The feedback should be used to develop policies that incite idea explora
product development and increased rat .
3. trepreneurial supporters should create a database that enables iden ying who the
ts in the ecosystem are and how they are connected. These ecosystem maps are
useful tools in developing engagement strategies.
4. are unavoidable in economic and social life. However, it’s important to note
that economic gives rise to entrepreneurial Architects of the
entrepreneurship ecosystems trepreneurs, mentors, policymakers and consumer
should an te these dips, thus c y create.
The need for eff e strategies to enable local entrepreneurship support ecosystems is a
pr al one. Better understanding of the actual ecosystems provides a framework within
which policy makers can ask relevant ques envisage more ef t approaches, and
assess ensuing outcomes.

Snapshot of the Entrepreneurship Ecosystem in India

trepreneurship has earned a newfound respect in India. Many Indians, with exposure to
the world of business, who tr would have opted for a job, are set up their own
ventures. Many elements of the entrepreneurship ecosystem are beginning to come together.
For example, increase in venture capitalists, government schemes and incubators, academia
industry linkages, and emerging clusters and support to rural economy. All these es are
eff e but there is a need to scale up and enrich the ecosystem further in the following way
1. We need to review our at towards failures and accept them as learning experiences.
2. We must encourage the educated to become entrepreneurs and provide students in
schools and colleges with entrepreneurship skills.

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3. Univer research labs and the government need to play the role of enablers in the
entrepreneurship support ecosystem.
4. Policymakers need to focus on reducing the obstacles such as c red tape and
bureaucracy.
5. We need to improve our legal systems and court interna venture capital and
bring them to India.
We must devise policies and methods to reach the secondary and t towns in India,
where people do not have access to the same resources av
Today, there is a huge opportunity in this country to introduce innova e that are
capable of scaling up, and collabora ystem as well as enriching it.

e in India Campaign
very entrepreneur has certain needs. Some of their important needs ar
• To easily get loans
• T vestors
• To get tax ex
• To easily access resources and good infrastructure
• To enjoy a procedure that is free of hassles and is quick
• To be able t
The Make in India campaign, launched by Prime Minister Modi aims to sa fy all these needs
of young, aspiring entrepreneur e is t
• Make investment easy
• Support new ideas
• velopment
• Safeguard the ideas of entrepreneurs
• Create state-of-the-art f or manufacturing goods

Tips
• Research the exis market, network with other entrepreneurs, venture capitalists, angel
investors, and thoroughly review the policies in place to enable your entrepreneurship.
• Failure is a stepping stone and not the end of the road. Review yours and your peers’ errors
and correct them in your future venture.
• Be pr e in your ecosystem. Iden y the key features of your ecosystem and enrich
them to ensure self-sustainability of your entrepreneurship support ecosystem.

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e&R
Entrepreneur
trepreneurs are inherently risk takers. They are path-makers not path-takers. Unlike a normal,
c person, an entrepreneur would not think twice about quit his job sole inc
and taking a risk on himself and his idea.
An entrepreneur is aware that while pursuing his dreams, can be proven wrong and
unforeseen events may arise. He knows that a er dealing with numerous problems, success is
s not guaranteed. trepreneurship is synonymous with the ability to take risks. This ability,
called risk-appe e, is an entrepreneurial trait that is partly gene ed.

e?
Risk appe e is de as the extent to which a company is equipped to take risk, in order
to achieve its es. , it refers to the balance, struck by the company, between
possible pr and the hazards caused by changes in the environment onomic ecosystem,
policies, et Taking on more risk may lead to higher rewards but have a high probability of
losses as well. However, being too conserva e may go against the company as it can miss out
on g o grow and r es.
The levels of risk appe e can be broadly categorized as “low , and “high. The
company’s entrepr have to evaluate all poten alterna es and select the
most likely to succeed. Companies have varying levels of risk appe es for different es.
The lev
• The type of industry
• Market pressures
• Compan es
For example, a startup with a rev concept will have a very high risk appe e. The
startup can afford short term failures before it achieves longer term success. This type of
appe e will not remain constant and will be adjusted to account for the present circumstances
of the company.

e Statement
Companies have to de and te their risk appe e in sync with decisions made about
their es and The point of having a risk appe e statement is to have a
framework that clearly states the acceptance and management of risk in business. It sets risk
taking limits within the company e statement should convey the f
• The nature of risks the business faces.
• Which risks the company is comfortable taking on and which risks are unacceptable.
• How much risk to accept in all the risk categories.
• The desired tradeoff between risk and reward.
• Measures of risk and methods of examining and regula xposures.

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Entrepreneurship and Resilience

trepreneurs are characterized by a set of known as resilience. These play
an especially large role in the early stages of developing an enterprise. Risk resilience is an
extremely valuable characteris as it is believed to protect entrepreneurs against the threat
of challenges and changes in the business environment.

t is Entrepreneurial Resilience?
Resilience is used to describe individuals who have the ability to overcome setbacks related
to their life and career aspira A resilient person is someone who is capable of easily
and quickly recovering from setbacks. For the entrepreneur, resilience is a al trait.
trepreneurial resilience can be enhanced in the following way
• By developing a professional network of coaches and mentors
• B t change is a part of life
• By viewing obstacles as something that can be overcome

Characteris esilient Entrepreneur

The characteris required to make an entrepreneur resilient enough to go the whole way in
their business enterprise ar
• A strong internal sense of control • Ability to diversify and expand
• Strong social c • Survivor at
• Skill to learn from setbacks • Cash- onscious habits
• Ability to look at the bigger picture • Atten o detail

Tips
• ate a great network of clients, suppliers, peers, friends and family. This will not only
help you promote your business, but will also help you learn, y new
and stay tuned to changes in the market.
• ell on setbacks. Focus on what the you need to do next to get moving again.
• While you should try and curtail expenses, ensure that it is not at the cost of your growth.

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6.5.8 Success & Failur standing

Successes and Failures in Entrepreneurship
Shyam is a famous entrepreneur, known for his success story. But what most people don’t
know, is that Shyam failed numerous before his enterprise became a success. Read his
interview to get an idea of what entrepreneurship is really about, straight from an entrepreneur
who has both, failed and succeeded.
Interviewer Shyam, I have heard that entrepreneurs are great risk-takers who are never afraid
of failing. Is this true?
Shyam Ha ha, no of course it’s not true! Most people believe that entrepreneurs need to
be fearlessly enthusias But the truth is, fear is a very normal and valid human r
especially when you are planning to start your own business! In fact, my biggest fear was the
fear of failing. The reality is, entrepreneurs fail as much as they succeed. The trick is to not
allow the fear of failing to stop you from going ahead with your plans. Remember, failures are
lessons for future success!
Interviewer t, according to you, is the reason that entrepreneurs fail?
Shyam Well, there is no one single reason why entrepreneurs fail. An entrepreneur can fail due
to numerous reasons. You could fail because you have allowed your fear of failure to defeat
you. You could fail because you are unwilling to delegat tribut work. As the saying goes,
“You can do anything, but not ev You could fail because you gave up too easily –
maybe you were not persistent enough. You could fail because you were focusing your energy
on small, ant tasks and ignoring the tasks that were most important. Other reasons for
failing are partnering with the wrong people, not being able to sell your product to the right
customers at the righ t the right price… and many more reasons!
Interviewer trepreneur, how do you feel failure should be looked at?
Shyam I believe we should all look at failure as an asset, rather than as something nega e.
The way I see it, if you have an idea, you should try to make it work, even if there is a chance
that you will fail. That’s because not trying is failure right there, anyway! And failure is not the
worst thing that can happen. I think having regrets because of not trying, and wondering ‘what
if’ is far worse than trying and actually failing.
Interviewer ou feel when you failed f s
Shy I was completely heartbroken! It was a very painful experience. But the good news is,
you do recover from the failure. And with every subsequent failure, the recovery process gets
a lot easier. That’s because you start to see each failure more as a lesson that will eventually
help you succeed, rather than as an obstacle that you cannot overcome. You will start to
realize that failure has many bene
Interview Can you tell us about some of the bene ailing?
Shy One of the bene that I have experienced personally from failing is that the failure
made me see things in a new light. It gave me answers that I didn’t have before. Failure can
make you a lot stronger. It also helps keep your ego in control.
Interview What advice would you give entrepreneurs who are about to start their own
enterprises?
Shy I would tell them to do their research and ensure that their product is something that
is actually wanted by customers. I’d tell them to pick their partners and employees very wisely
and c . I’d tell them that it’s very important to be aggressive – push and market your
product as aggressively as possible. I would warn them that st terprise is very
expensive and that they should be prepared for a situa e they run out of money.

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I would tell them to create long term goals and put a plan in to achieve that goal. I would
tell them to build a product that is truly unique. Be very careful and ensure that you are not
copying another startup. Lastly, I’d tell them that it’s very important that they the right
investors.
Interview That’s some really helpful advice, Shyam! I’m sure this will help all entrepreneurs
to be more prepared before they begin their journey! Thank you for all your insight!

Tips
• Remember that nothing is impossible.
• Iden y your mission and your purpose before you start.
• Plan your next steps – don’t make decisions has .

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eparing to be an Entrepreneur
es
At the end of this unit, you will be able t
1. et research is carried out
2. s of marke
3. ance of idea genera
4. Recall basic business terminology
5. or CRM

7. or networking
8. tworking
9. Understand the importance of set oals
feren te between short-term, medium-term and long-term goals
11. o write a business plan
12. ocess
13. ays to manage your risk
14. ocedure and f or applying f
15. o manage your own enterprise
List important ques t every entrepreneur should ask before st terprise

et Study / The 4 P e
Importance of an IDE st et
Research
Market research is the process of gathering, analyzing and interpre market informa on
a product or service that is being sold in that market. It also includes informa
• Past, present and pr e customers
• Customer characteris
• The loca arget market
• The overall industry
• Relevant compe ors
Market research involves two types of dat
• Primary informa esearch collected by yourself or by someone hired by you.
• Secondary informa This is research that already exists and is out there for you t
and use.

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Primary research
Primary research can be of tw
• at volves detailed, unstructured interviews.
• This is precise and involves structured, formal interviews.
research is the more expensive than c xploratory research.
Secondary research
Secondary research uses outside informa . Some common secondary sources ar
• Public sour These are usually free and have a lot of good informa amples are
government departments, business departments of public libraries etc.
• Commercial sour These offer valuable informa but usually require a fee to be paid.
amples are research and trade associa tc.
• duca ins These offer a wealth of informa amples are colleges,
univer echnical ins es etc.

The 4 P e
The 4 Ps of marke e Product, Price, Pr and Place. Let’s look at each of these 4 Ps
in detail.

Product
A product c
• A tangible good • An intangible service
Whatever your product is, it is al that you have a clear understanding of what you are
offering, and what its unique characteris e, before you begin with the marke process.
Some ques o ask yourself ar
• What does the customer want from the product/service?
• What needs does it sa fy?
• Are there any more features that can be added?
• ve any expensive and unnecessary features?
• How will customers use it?
• What should it be called?
• How is it different from similar products?
• How much will it cost to produce?
• Can it be sold at a pr

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Price
Once all the elements of Product have been established, the Price factor needs to be considered.
The Price of a Product will depend on several factors such as pr margins, supply, demand
and the marke trategy.
Some ques o ask yourself ar
• What is the value of the product/service to customers?
• al products/services have established price points?
• Is the cust e?
• Should discounts be offered?
• How is your price compared to that of your compe ors?

Pr
Once you are certain about your Product and your Price, the next step is to look at ways to
promote it. Some key elements of pr are adv , public rela social media
marke , email marke , search engine marke , video marke e.
Some ques o ask yourself ar
• Where should you promote your product or service?
• What is the best medium to use to reach your target audience?
• When would be the bes o promote your product?
• How are your compe ors pr oducts?

Place
According to most marketers, the basis of marke is about offering the right product, at
the right price, at the right place, at the right For this reason, the best possible
loca al for conv e clients into actual clients.
Some ques o ask yourself ar
• Will your product or service be looked for in a physical store, online or both?
• What should you do to access the most appropriate dis
• Will you require a sales force?
• Where are your compe ors offering their products or services?
• Should you follow in your compe ors’ footsteps?
• Should you do something different from your compe ors?

Importance of an IDEA
Ideas are the founda of progress. An idea can be small or ground-breaking, easy to
accomplish or extremely complicated to implement. Whatever the case, the fact that it is an
idea gives it merit. Without ideas, nothing is possible. Most people are afraid to speak out
their ideas, out for fear of being ridiculed. However, if are an entrepreneur and want to remain
compe e and innova e, you need to bring your ideas out into the light.

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Some ways to do this ar

• tablishing a culture of brainstorming where you invite all interested to contribute
• an add their ideas, views, opinions to them
• Being open minded and not your ideas, even if the idea who have seems ridiculous
• Not discarding ideas that you don’t work on immediately, but instead making a note of
them and shelving them so they can be revisited at a later date

Tips
• Keep in mind that good ideas do not always have to be unique.
• Remember tha ys a huge role in determining the success of your idea.
• Situa and circumstances will always change, so be xible and adapt your idea
accordingly.

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6.6.2 Business En Concep

Basic Business Terminology
If your aim is to start and run a business, it is crucial that you have a good understanding of
basic business t very entrepreneur should be well versed in the following t
• Accoun ystema thod of recording and r
• Accounts pay y owed by a company to its creditors.
• Accounts Receiv t a company is owed by its clients.
• Asse alue of everything a company owns and uses to conduct its business.
• Balance Shee A snapshot of a company’s assets, and owner’s equity at a given
moment.
• Bott otal amount a business has earned or lost at the end of a month.
• ganiza t operates with the aim of making a pr
• Business t t sells goods or services to another business.
• Business to Consumer A business that sells goods or services directly to the end user.
• Capit The money a business has in its accounts, assets and investments. The two main
types of capital are debt and equity.
• Cash The overall movement of funds through a business each month, including
income and expenses.
• Cash Flow Statemen A statement showing the money that entered and exited a business

• Contr ormal agreement to do work for pay.

• ecia ading value of an asset ov
• osts that a business incurs through its opera
• ement and alloca y and other assets.
• Financial R omprehensive account of a business’ tr xpenses.
• Fixed Cos xpense.
• Income Statement and Loss Statemen Shows the pr ability of a business during

• alue of what a business owes to someone else.

• Marke ocess of pr , selling and dis oduct or service.
• Net Income/Pr evenues minus expenses.
• Net W otal value of a business.
• Payback P The amount of it takes to recover the investment of a business.
• Pr a evenue, displayed as a percentage.
• Return on Investment The amount of money a business gets as return from an
investment.

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• Rev otal amount of income before expenses are subtracted.

• Sales Pr en tomer.
• ovider of supplies to a business.
• Target Marke A group of customers at which a company’s products and services
are aimed.
• Valua te of the overall worth of the business.
• Variable Cos t change in pr
• Working Capit ted as current assets minus curren

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6.6.3 CRM & Netw t is CRM?

CRM stands for Customer Rela Management. Originally the expression Customer
Rela Management meant managing one’s rela with customers. However, today
it refers to IT syst are designed to help companies manage their rela

The Need for CRM

The better a company can manage its rela with its customers, the higher the chances
of the company’s success. For any entrepreneur, the ability to successfully retain exis
customers and expand the enterprise is paramount. This is why IT systems that focus on
addressing the problems of dealing with customers on a daily basis are becoming more and
more in demand.
Customer needs change over and technology can make it easier to understand what
customers really want. This insight helps companies to be more responsive to the needs
of their customers. It enables them to modify their business opera when required, so
that their customers are always served in the best manner possible. Simply put, CRM helps
companies recognize the value of their clients and enables them to capitalize on improved
customer rela

Bene
CRM has a number of important bene
• It helps improve rela xis tomers which can lead t
Increased sales
Iden a tomer needs
Cross-selling of products
• It results in better marke s products or services
• It enhances customer sa f eten
• It improves pr ability by iden ying and focusing on the most pr able customers

t is Netw
In business, networking means leveraging your business and personal c in order
to bring in a regular supply of new business. This marke method is eff e as well as low
cost. It is a great way to develop sales and contacts. Networking can be based
on referrals and intr or can take place via phone, email, and social and business
networking websites.

The Need for Netw

Networking is an essen personal skill for business people, but it is even more important for
entrepreneurs. The process of networking has its roots in rela building. Networking
results in greater communica and a stronger presence in the entrepreneurial ecosystem.
This helps build strong rela s with other entrepreneurs.

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Business networking events held across the globe play a huge role in c like-minded
entrepreneurs who share the same fundamental beliefs in communica exchanging ideas
and conv ideas into r Such networking events also play a crucial role in c
entrepreneurs with poten investors. trepreneurs may have vastly different experiences
and backgrounds but they all have a common goal in mind – they all seek c inspira
tors. Networking offers them a pla orm to do just that.

Bene tw
Networking offers numerous bene or entrepreneurs. Some of the major bene
• Get
• Incr
• Good source of relevant c
• Advice from like-minded entrepreneurs
• Gaining visibility and raising your pr
• Mee e and enthusias
• Increased self-con
• Sa f om helping others
• Building strong and las s

Tips
• Use social media inter o iden y needs and gather feedback.
• When networking, ask open-ended ques ather than yes/no type ques

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y Set Goals
Set goals is important because it gives you long-term vision and short-term a
Goals can be short term, medium term and long term.
Short-Term Goals
• These ar oals for the immediate future.
Example epairing a machine that has failed.
Medium-Term Goals
• These goals are built on your short term goals.
• They do not need t our short term goals.
Example anging for a service contract to ensure that your machines don’t fail again.
erm Goals
These goals requir
They usually take a year or more to achieve.
Example our expenses so you can buy new machinery

y Create a Business Plan

A business plan is a tool for understanding how your business is put together. It can be used to
monitor progress, foster accountable and control the fate of the business. It usually offers a 3-5
year pr outlines the plan that the company intends to follow to grow its revenues.
A business plan is also a very important tool for get the interest of key employees or future
investors.
A business plan typically comprises of eight elements.

Elements of a Business Plan

Ex e Summary
The ex e summary follows the page. The summary should clearly state your desires as
the business owner in a short and businesslike way. It is an overview of your business and your
plans. Ideally this should not be more than 1-2 pages.
Y
• The Mission Statemen t your business is all about.
Ex e’s Mission Statement
Nike’s mission statement is “To bring inspira and innova to every athlete in the
world.
• Company Informa Provide informa like when your business was formed, the
names and roles of the founders, the number of employees, your business loca etc.
• Growth Highligh Men examples of company growth. Use graphs and charts where
possible.
• Your Products/Ser oducts or services provided.
• Financial Informa ovide details on current bank and investors.
• Summarize futur e you see your business in the future.

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The second of your business plan needs to provide a detailed review of the different
elements of your business. This will help poten investors to correctly understand your
business goal and the uniqueness of your offering.
Y
• ture of your business
• The market needs that you are aiming to sa fy
• The ways in which your products and services meet these needs
• onsumers and organiza t you intend to serve
• Y ompe e advantages
et Analysis
The market analysis usually follows the business The aim of this is
to showcase your industry and market knowledge. This is also the where you should lay
down your resear onclusions.
Your Market Analy
• Your indus
• Informa our target market
• The needs and demographics of your target audience
• The size of your target market
• The amount of market share you want to capture
• Your pricing structure
• Your compe e analysis
• Any regulatory requirements
Organiza ement
ome immediately a er the Market Analysis.
Your Organiza emen
• Your company’s organiza tructure
• tails of your company’s ownership
• tails of your management team
• a our board of directors
• t
• The salary and bene age that you offer your people
• The incen es that you offer
Service or Pr
The next is the service or product line This is where you describe your service
or product, and stress on their bene to poten and current customers. in detail
why your pr arget audience.

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Your Service or Pr
• our product/service
• our product or service’s life cycle
• A list of any copyright or paten
• t you are involved in or planning
e
Once the Service or Product Line of your plan has been completed, you should start on
e ement strategy for your business.
Your Marke ollowing strat
• et penetra strategy This strategy focuses on selling your exis products or
services in exis ets, in order to increase your market share.
• Growth strategy This strategy focuses on increasing the amount of market share, even if
it reduces earnings in the short-term.
• Channels of dis strategy These can be wholesalers, retailers, distributers and
even the internet.
• Communica strategy can be written strategies text, cha oral strategies
calls, video chats, face-to-face conversa non-verbal strategies language,
facial expressions, tone of v trat webpages, illustra
Y ollowing informa

• A salesforce strategy trategy focuses on increasing the revenue of the enterprise.

• A br down of your sales This means detailing out how you intend to sell your
products or services – will you sell it of or online, how many units do you intend to sell,
what price do you plan to sell each unit at, etc.
Funding Request
ally for those who require funding for their venture.
The Funding Reques ollowing informa
• How much funding you currently require.
• How much funding you will require over the next e years. This will depend on your long-
term goals.
• The type of funding you want and how you plan to use it. you want funding that can be
used only for or funding that can be used for any kind of requirement?
• Strategic plans for the future. This will involve detailing out your long-term plans – what
these plans are and how much money you will require t
• Historical and pr e informa This can be done by crea and
maintaining all your records, right from the moment your enterprise started, to
the present day. ts required for this are your balance sheet which contains details
of your company’s assets and your income statement which lists your company’s
revenues, expenses and net income for the year, your tax returns for the last three
year and your c budget which lists the cash that came in, the cash that went out
and states whether you had a cash de e or surplus
at the end of each month.

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6.6.5 Procedure and F or

The Need f
For entrepreneurs, one of the most dif challenges faced involves securing funds for
startups. With numer vailable, entrepreneurs need to take a close look at
which funding methodology works best for them. In India, banks are one of the largest funders
of startups, offering funding to thousands of startups every year.

t Informa trepreneur er
s for Funding?
When approaching a bank, entrepreneurs must have a clear idea of the different criteria that
banks use to screen, rate and process loan applica trepreneurs must also be aware of
the importance of providing banks with accurate and correct informa It is now easier than
ever for to track any default behaviour of loan applicants. trepreneurs
looking for funding from banks must provide banks with informa rela to their general
creden antees or collaterals that can be offered.
General Creden
This is where you, as an entrepreneur, provide the bank with background informa
yourself. Such informa
• Lett of Intr This letter should be written by a respected business person
who knows you well enough to introduce you. The aim of this letter is set across your
achievements and vouch for your character and integrity.
• Your Pr This is basically your resume. You need to give the bank a good idea of your
educa achievements, professional training, a employment record and
achievements.
• Business Brochur A business brochure typically provides informa on company
products, clients, how long the business has been running for etc.
• Bank and Other Refer If you have an account with another bank, providing those
bank references is a good idea.
• Proof of Company Ownership or Registra In some cases, you may need to provide the
bank with proof of company ownership and registra A list of assets y
also be required.
Financial Situa
Banks will expect current informa on your enterprise. The standard
reports you should be prepared with ar
• Balance Sheet • Pr -and-Loss Account
• Cash-Flow Statement • Projected Sales and Revenues
• Business Plan • Feasibility Study
Guarantees or Collaterals
Usually banks will refuse to grant you a loan without security. You can offer assets which the
bank can seize and sell off if you do not repay the loan. Fixed assets like machinery, equipment,
vehicles etc. are also considered to be security for loans.

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s
Your request for funding will have a higher chance of success if you can sa fy the following
lending crit
• Good c
• Adequate shareholders’ funds
• Adequate security
•
• Good reputa

The Procedure
To apply for funding the following procedure will need to be followed.
1. Submit your applica orm and all other required documents to the bank.
2. The bank will carefully assess your credit worthiness and assign ra by analyzing your
business informa with respect to parameters like management, opera
and industry informa ell as past loan performance.
3. The bank will make a decision as to whether or not you should be given funding.

Tips
• Ge om experienced bankers.
• Be c and avoid borrowing more than you need, for longer than you need, at an
interest rate that is higher than you are comfortable with.

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6.6.6 Enterprise Management - An Overvie

How to Manag our Enterprise
To manage your enterprise eff ely you need to look at many different aspects, right from
managing the day-to-da o how to handle a large scale event. Let’s take
a look at some simple steps to manage your company eff ely.
St our leader or advice when r ed.
Let’s take the example of Ramu, an entrepreneur who has recently started his own enterprise.
Ramu has good leadership skills – he is honest, communicates well, knows how to delegate
work etc. These leadership skills de ely help Ramu in the management of his enterprise.
However, some Ramu comes across situa that he is unsure how to handle. What
should Ramu do in this case? is for him to more experienced manager who
is willing to mentor him. Another is for Ramu to use his networking skills so that he can
connect with managers from other organiza who can give him advice on how to handle
such situa
Step Divide your w amongst others – realize that you cannot handle everything yourself.
ven the most skilled manager in the world will not be able to manage every single task that
an enterprise will demand of him. A smart manager needs to realize that the key to managing
his enterprise lies in his dividing all his work between those around him. This is known as
delega However, deleg is not enough. A manager must delegate eff ely if he wants
to see results. This is important because delega , when done incorrectly, can result in you
crea even more work for yourself. To delegate eff ely, you can start by making two lists.
One list should contain the things that you know you need to handle yourself. The second list
should contain the things that you are con t can be given to others to manage and handle.
Besides incorrect delega another issue that may arise is over-delega This means giving
away too many of your tasks to others. The problem with this is, the more tasks you delegate,
the more you will spend tracking and monitoring the work progress of those you have
handed the tasks to. This will leave you with very lit ork.
St e the right people for the job.
Hiring the right people goes a long way towards eff ely managing your enterprise. To hire
the best people suited for the job, you need to be very careful with your interview process.
You should ask poten candidates the right ques and evaluate their answers carefully.
Carrying out background checks is always a good pr Running a credit check is also a good
idea, especially if the people you are planning to hire will be handling your money. Create a
detailed job for each role that you want and ensure that all candidates have
a clear and correct understanding of the job You should also have an employee
manual in place, where you
put down every expecta t you have from your employ
ensure that the right people are approached for running your enterprise.

St ate your employees and train them well.

Your enterprise can only be managed eff ely if your employees are ated to work hard
for your enterprise. Part of being ated involves your employees believing in the vision and
mission of your enterprise and genuinely wan to make efforts towards pursuing the same.
You can ate your employees with rec bonuses and rewards for achievements.
You can ate them by telling them about how their efforts have led to the company’s
success. This will help them feel pride and give them a sense of responsibility that will increase
a

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Besides a your people, your employees should be constantly trained in new pr

and technologies. Remember, training is not a effort. It is a consistent effort that
needs to be carried out regularly.
St rain your people to handle your customers well.
Your employees need to be well-versed in the art of customer management. This means they
should be able to understand what their customers want, and also know how to sa fy their
needs. For them to truly understand this, they need to see how you deal eff ely with
customers. This is called leading by example. Show them how you sincerely listen to your clients
and the efforts that you put into understand their requirements. Let them listen to the type of
ques t you ask your clients so they underst e appropriate.
St et your enterprise e ely.
Use all your skills and the skills of your employees to market your enterprise in an eff e
manner. You can also hire a marke ency if you feel you need help in this area.
Now that you know what is required to run your enterprise eff ely, put these steps into
play, and see how much easier managing your enterprise becomes!

Tips
• Ge om experienced bankers.
• Be c and avoid borrowing more than you need, for longer than you need, at an
interest rate that is higher than you are comfortable with.

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ourself Before Considering

Entrepreneurship
1. Why am I st
2. What problem am I solving?
3. Have others attempted to solve this problem befor y succeed or fail?
4. ve a mentor1 or industry expert that I can call on?
5. Who is my ideal customer2?
Who are my compe ors3?
7. What makes my business idea different from other business ideas?
8. What are the key features of my product or service?
9. Have I done a SWOT4 analysis?
What is the size of the market that will buy my product or service?
11. What would it take to build a minimum viable product5 to test the market?
12. How much money do I need to get started?
13. Will I need to get a loan?
14. How soon will my products or services be available?
15. When will I break even or make a pr
How will those who invest in my idea make a pr
17. How should I set up the legal structure7 of my business?
18. What taxes8 will I need to pay?
19. What kind of insurance9 will I need?
Have I reached out to poten tomers for feedback?

Tips
• It is very important to validate your business ideas before you invest ant
money and resources into it.
• The more ques you ask yourself, the more prepared you will be to handle to highs and
lows of st terprise.
Footnot

1. A mentor is a trusted and experienced person who is willing to coach and guide you.
2. A customer is someone who buys goods and/or services.
3. A compe or is a person or company that sells products and/or services similar to your
products and/or services.
4. SWOT stands for Strengths, Weaknesses, and Threats. To conduct a SWOT
analysis of your company, you need to list down all the strengths and weaknesses of your
company, the that are present for your company and the threats faced by
your company.

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5. A minimum viable product is a product that has the fewest possible features, that can be
sold to customers, for the purpose of get eedback from customers on the product.
A company is said to break even when the pr ompany are equal to the costs.
7. The legal structure could be a sole proprietorship, partnership or limited liability
partnership.
8. There are two types of taxes – direct taxes payable by a person or a company, or indirect
taxes charged on goods and/or services.
9. There are two types of insurance – life insurance and general insurance. Life insurance
covers human life while general insurance covers assets like animals, goods, cars etc.

Notes

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