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I AM UNIQUE

I am Special. I am Unique. I am Amazing..

My name is ________________________________________________________

My nickname is _____________________________________________________

My favourite colour is ________________________________________________

My favourite food is __________________________________________________

My hobby is _____________________________________________________

My Lifes aspirations are ______________________________________________

My best friend is _____________________________________________________

I am really good at ___________________________________________________

I feel proud about ___________________________________________________

The best film I have seen _______________________________________________

The song I like most __________________________________________________

My greatest fear is____________________________________________________

I will never forget_____________________________________________________

Life is_____________________________________________________________

_________________________________________________________________

_________________________________________________________________

__________________________________________________________________

ACTIVITYWrite some unique quality of yours on a chit of paper and fold it and hand it over to

your TRAINER who will jumble it with the others. Each one in your group will pick upa chit and read it aloud and all others including you will try and guess to whom thisunique quality belongs.

We are special, unique and amazing because we are so different ineverything we say or do.

Be everywhere, do everything, and never fail to astonish the customer .

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THIS IS MEMYSELF

I ADMIRE PEOPLE WHO

I HATE PEOPLE WHO

I AM IRRITATED WHEN

THE FUNNIEST THING THAT

HAPPENED WAS..

MY DREAM IS TO .

IF I HAVE AN OPTION TO BE

REBORN AGAIN I WOULD

WANT TO BE

BY PROFESSION I

ALWAYS WANTED TO BE

A

I SPEND A LOT OF TIME

WITH.

MY IDEAL HOLIDAY

DESTINATION IS

I ENJOY A LOT WHEN

To my customer : I may not have the answer, but Ill find it.

I may not have the time, but Ill make it .

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I AM VERSATILE

Read the following Story:

Dr. Avul Phakir Jainulabedan Abdul Kalam a man of the massesstruggled to affordschooling as a child and still dreamt of becoming a pilot but he ended up building rock-ets and missiles for us. Vision 2020 is such an exercise in the area of Self Reliance inTechnology.

Despite several struggles,Dr.Kalams tremendous will power and inherent genius ledhim to constantly strive higher and higher.His passion is to see India as a developedNation.He compared himself to Arjuna in the Bhagavad Geeta who was born to do his

duty to his Country.

Dr.Kalam is multi skilled. He is a poet, plays the veena and has read the Quran and

Bhagvad Gita extensively. He is also interested in knowing the dreams of the childrenon the kind of India they want to build. He is a great team man as per his colleagues andhas the ability to keep up the Teams Spirit !

Relentless in his endeavours, even today after he has stepped down from the highestoffice of President ship, this dreamer, motivator and achiever, looks forward to seeingIndia among the league of developed Nations.

Dr.A.P.J.A Kalam was multi skilled. He not only made rockets and missiles

but also played the Veena, wrote poems, read extensively and forged teamspirit.

All of us have a Dr.Kalam in us.

For example, You have been working at the Counter for some time now.

When customers approach you, you use several skills such as trying toestablish a rapport with the customer, gaining his attention, listening tohis needs, attending to his needs.

Do you know what skills you employed in this process.?You applied yourInterpersonal Skills and Communication Skills which involvedUnderstanding the customers needs, Questioning skills to ascertainwhether he wanted the services offered, Informing and Advising skillsusing the correct choice of words to convey information about the Services

available and finally your Judgmental skills to perceive the environmentaround you to determine the manner and the time you would spend withthe particular customer.

Now, are you not convinced that you are indeed very multi skilled? Nowtry out this ..

Our greatest asset is the customer ! Treat each customer as if they are the only one !

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HOW DO I COMMUNICATE...

Given below are a few skills [Tick the skills you have and add some of your own in

the blank area]

When customers approach you, You,

(a) Greet them with a smile

(b) Wish them by saying Namaskar/Good Morning/

May I help you?

( c) Look at them & make eye contact.

I also

.

I am very good at

(a) Finding out what the customer wants.

(b) Listening to what the customers needs are

(c) Advising the customer on what is best suited for him/her.

I also ...

.

ESTAB

LISHIN

G

ARAPPO

RT

When the customer comes first ,the customer will last .

THEFIR

ST

IMPRES

SION

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LETS PLAY TH IS GAME

LOST AT SEA

INDIV IDUAL WORK SHEET

Instructions: You are adrift on a private ship not far from the Andaman Islands whereyou have gone with your family on an L.T.C trip . A fire suddenly broke out and,

much of the ship has been destroyed. The ship is now slowly sinking. Your locationis unclear because of the destruction of critical navigational equipment and becauseyou and the inmates of the ship and the crew were distracted trying to bring the fireunder control. Your best estimate is that you are approximately 500 miles south-southwest of the nearest land.

Below is a list of fifteen items that are intact and undamaged after the fire. In addition

to these articles, you have a serviceable, rubber life raft with oars large enough tocarry yourself, the crew, and all the items listed below. The total contents, of allsurvivors pockets are a pack of cigarettes, several books of matches, and fivebills of Rs.200/- each.

Your task is to rank the fifteen items below in terms of their importance to yoursurvival. Place the number 1 by the most important item, the number 2 by the secondmost important, and so on to number 15, the least important.

Communicating with people around us is a Skill which requires great practice.Organising our thoughts before speaking is a crucial step to communicateeffectively.

There are a billion thoughts which come to our mind and again a thousandwords which will rush to our minds when we want to communicate.

What words we will use and what ideas we will choose to communicate isan important decision we need to make.

This can be illustrated in the form of an hour glass-

MY COMMUNICATION

Words

Communication

Thoughts

The golden rule for every business man is ; Put yourself in your customers place .

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_________ Sextant (A navigation instrument for measuring angular distances)

_________ Shaving Mirror.

_________ Five gallon cans of water.

_________ Mosquito netting.

_________ One case of army rations.

_________ Maps of Indian Ocean and Bay of Bengal

_________ Seat Cushion (flotation device approved by the Coast Guard)

_________ Two gallon cans of oil gas mixture.

_________ Small transistor radio.

________ Shark repellent

________ Twenty square feet of opaque plastic

________ Twelve bottles of Rum

________ Fifteen feet of nylon rope

________ Two boxes of chocolate bars

________ Fishing Kit

The purpose of business is to create and keep a customer .

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Sextant (A Navigation Instrument to measuring angular distance

Shaving Mirror

Five gallon can of water

Mosquito Netting

One case of army rations

Maps of the Indian Ocean and Bay of Bengal

Seat Cushion (flotation device approved by the Coast Guard)

Two gallon can of oil gas mixture

Small transistor radio

Shark repellent

Twenty square feet of opaque plastic

Twelve bottles of Rum

Fifteen feet of nylon rope

Two boxes of chocolate bars

Fishing kit

YOU CAN START YOUR RATING NOW

YourInd iv idual Rank ing

ITEMS

It takes less effort to keep an old customer satisfied than to get a new customer interested .

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Now compare this sheet with yours to have a look at the Experts ranking.

CORRECT ANSWER SHEET

ANSWER AND RATIONALE SHEET

A brief explanation is provided for the ranking of each item. These obviously do notrepresent all of the potential uses for the specified items but, rather, the primary

importance of each item.

1. Shaving mirrorCritical for signaling in air-sea rescue.

2. Two-gallon can of oil-gas mixture Critical for signaling the oil-gas mixture will

float on the water and could be ignited with a bill and a match (obviously, outside

the raft)

3. Fivegallon cans of waterNecessary to replenish loss by perspiring, etc.

4. One case of army rationsProvides basic food intake.

Sextant (A Navigation Instrument to measuring

angular distance 15

Shaving Mirror 1

Five gallon can of water 3

Mosquito Netting 14One case of army rations 4

Maps of the Indian Ocean and Bay of Bengal 13

Seat Cushion (flotation device approved by the Coast Guard) 9

Two gallon can of oil gas mixture 2

Small transistor radio 12

Shark repellent 10

Twenty square feet of opaque plastic 5

Twelve bottles of Rum 11Fifteen feet of nylon rope 8

Two boxes of chocolate bars 6

Fishing kit 7

Exper t s Rank ing

ITEMS

Your Ind iv idua l Rank ing

The customer is our reason for being here .

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5. Twenty square feet of opaque plasticUsed to collect rain water, provide shelter

from the elements.6. Two boxes of chocolate barsreserve foods supply.

7. Fishing kitranked lower than the chocolate bars because a bird in the hand is

worth two in the bush. There is no assurance that you will catch any fish.

8. Fifteen feet of nylon ropeMay be used to lash equipment together to prevent it

from falling overboard.

9. Floating seat cushionIf someone fell overboard, it could function is a life

preserver.

10. Shark repellent Obvious.11. Twelve bottles of Rum Contains 80 percent alcoholenough to use as a

potential antiseptic for any injuries sustained; of little value otherwise; will cause

dehydration if ingested.

12. Small transistor radio Of little value since there is no transmitter

(Unfortunately, you are out of range of you favorite AM radio stations)

13. Maps of the Bay of Bengal and Indian Ocean Worthless without additional

navigational equipmentit does not really matter where you are but where the

rescuers are.

14. Mosquito netting There are no mosquitoes in the mid pacific.

15. Sextantwithout tables and a chronometer, relatively useless.

The basic rationale for ranking signaling devices above life-sustaining items (food

and water) is that without signaling devices there is almost no chance of being

spotted and rescued. Furthermore, most rescues occur during the first thirty-six

hours, and one can survive without food and water during this period.

*Theme adopted from the Training material for Direct Trainers Skills Course developed for D.O.P.T. by T.V.U. London.

Did you enjoy playing this game? You had several choices before you to

save yourself and you had to choose what you wanted in order to survive.

So in the case of Communication. Choosing among the many thoughts and

then carefully sequencing them and choosing among the many words and

then selecting the words you want to use to communicate is a skill and this

requires constant practice. Keep Trying !

A sale is not something you pursue, its what happens to you

while you are immersed in serving your customer

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TACT IN COMMUNICATION

Given below are some blank Speech boxes. Fill up your responses in them

These replies as you can see require great tact and restraint on your

part because the customers here are irritated and are looking for a

chance to shout at you. Are you going to give them a chance?.If you

dont want to, then, reply reassuringly, politely and realistically. You

have succeeded if you have managed to reply without them shouting

back at you while also attending to their requirements.

How long do I have to waitbefore you attend to me ?

Only 1 counter & we have to go to office...!

Never underestimate the power of the irate customer

INDIA POSTINDIA POST

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Given below are some more Speech boxes. Try to help these customers

by understanding their needs.

Understanding their needs requires looking into their needs andempathizing with them.

It is more than just talking and hearing. It means putting yourself intheir place and trying to find out what they want, given their socio economicand cultural background and this requires listening to them and thencommunicating not merely through chosen words but also donning anappropriate body language which will reassure them that they have indeedgot the correct advice they were looking for all along. We will learn aboutbody language later.

Now understand their needs and advice them!

I want to inve st

Rs.10000 in y our

Post Offic e.

Is there som e service

by which I ca n send

this parc el fast.It

contains medicines.

I am a student and

want to app ly for

som e foreign

Unive rsities. Do yo u

have any d isc ounts?

(A)

(B)

(C)

A business exists to create a customer

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Given below are some sentences. Try and Rephrase them in a manner that itbecomes more acceptable to the other person.

(a) I cant keep giving change whenever you ask as it is difficult for me to keep gettingup and going to the treasurer.

(b) Im not feeling well. On top of that youre asking me to finish this work. I cant do it.

(c) You dont give me leave now. Its OK, but when I demand it next time, you mustnot say no.

(d) Cant you buy a new bike even after you have received your arrears?

(e) Why do you waste so much money on clothes?

(f) Our customers are neither well educated nor cultured.

(g) She is always complaining about something or the other.I dont know how to dealwith her complaints.

(h) I am very upset with you because you are not coming to Office on time.

The customer perceives service in his or her own terms

Diplomacy and tact are twin requirements for a good Customer Service.Be Tactful and Diplomatic when you communicate with others. Avoidlabeling people, avoid criticisms, create your own limits even if the otherperson is giving you a lot of freedom, Appreciate the good efforts madeby others and see yourself growgrow.grow..

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THE ART OF QUESTIONING

When we begin our communication with our customers, we do not knowwhat they need. We can attend to their needs only if we ask them whatthey want, but they would not like to be asked directly-What do youwant?They would prefer that you ask them May I help you?Or in any

other polite manner. The sooner you ask the right questions, the sooneryou can serve them and you not only ensure happy customers but also

ensure a happyyou since you will have more time to think and createnew ways of serving them better.Remember-diplomacy and tact, Clarityof thought and politeness, choice of words and appropriate body languagewill also be needed. Questioning a person to get the right information is anArt. Lets try out some Questioning techniques.

Given below are some statements made by customers. Please ask them theright questions and write the same below:

(i) I need an envelope

_____________________________________________________________

(ii) I want some scheme which will give me an Income tax rebate

_____________________________________________________________

(iii) You please help me to open an account in my childs name.

_______________________________________________________________

(iv) I want you to trace out my passbook which was given to you a month back.

________________________________________________________________

(v) I want you to lodge a complaint with you about my Speed Post letter._________________________________________________________________

(vi) Thank you so much for booking my parcel. I will come back and post this later.

__________________________________________________________________

(vii) (On Telephone)I have a KVP for 10,000.00 and I want to en cash it today

__________________________________________________________________

(viii) If you have some Diwali stamps for sale, I will buy them___________________________________________________________________

A satisfied customer is the best business strategy of all

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Your Trainer will now divide you into groups of 4 each.

Now take a few minutes and plan to share any real life experience which hashad a profound impact on you. It should cover the

1) Key points

2) Why you remember this experience.

3) What is it in this experience which has made it memorable

Now that you have narrated this experience to the group,

Give yourself a rating on a scale of Ten.

Now ask your other 3 colleagues to grade you collectively.

You have just finished your narration of a real life experience and your group members

have also shared their life experiences. Apart from your own, which narration do you

remember and why ?

___________________________________________________________________

___________________________________________________________________

___________________________________________________________________

___________________________________________________________________

___________________________________________________________________

___________________________________________________________________

___________________________________________________________________

___________________________________________________________________

___________________________________________________________________

___________________________________________________________________

___________________________________________________________________

___________________________________________________________________

The customer is the final inspector

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Now read the following box and tick or cross as applicable to the narration you selectedand wrote on the previous page.

(a) The life experience story was told in a simple conversational language.

(b) The story was presented in a logical sequence

( c) The storyline was told in a clear and enthusiastic voice.

(d) The story teller used some body language such as

Using hands, shaking head etc.

The sale begins when the customer says yes .

Congratulations, you are a great listener because you have observed all

these points and selected a story you remembered . Reflect if you

remembered this story because it had all these ingredients you have listed

above.

The answer is .......

Can I make my Communication more interesting since people willlistento it better if I present my communication logically, with an enthusiastic voice

tone in a clear and simple language accompanied by appropriate body

language?

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THE POWER OF LISTENING

Divide yourselves into groups of 4 and close your eyes. List out the noises around you.Concentrate on listening to these noises and grade them on a scale of ten. The firstone is done for you.

Revolving of the Fan _______________________

__________________ _______________________

__________________ _______________________

__________________ _______________________

__________________ _______________________

__________________

3

Let us understand the Power of Silence in us and concentrate on what theother person has to say.

Our customers are comfortable speaking to us. They expect us to listen tothem a good deal

.Listening is an active process involving intense concentration on thewords thoughts and feelings of the Speaker who is also putting in a lot ofeffort into the words thoughts and feelings in order to be understood.

.Listening to our Customers should be accompanied by appropriate body

language and believe it or not, they often find solutions to their problemsthemselves and go away very satisfied and happy.

Can I improve my listening skills? Improving my listening skills meansless energy wasted on talking and more satisfied customers which willadd to my increased productivity and increased Revenues for theDepartment ultimately.

Seek first to understand,

then to be understood

Right or wrong, the customer is always right.

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MY BODY LANGUAGE

SOME AMAZING FACTS ABOUT ME.

A) There are 60 muscles in the face. I use 17 muscles to smile and 43muscles to frown. Every 2000 frowns create a wrinkle.

B) My finger nails grow 4 times faster than my toe nails.

C) When I was a baby I had 300 bones & now I have only 206 bones.

D) My mouth produces 1.5 liters of saliva each day.

E) The smallest bone in my body is in the ear. And the largest in my thighs.

F) I am taller in the morning than I am at night.G) My eyeballs are actually a part of my brain.

H) My bones are 4 times stronger than concrete.

I) My ears & nose continue to grow throughout life.

J) I blink my eyes 25 times in a minute.

K) My heart beats 4 crore times in a year.

My body is special. It is a great machine as can be seen from the few

facts mentioned above.

I LIKE OR DISLIKE MY BODY because of the way I feelaboutmy body. My body speaks a language which reflects what I feel aboutmyself. It is important for me to have a good body language that reflectsmy feelings and in turn my behaviour Such bodily Action in ourcommunications also releases a lot of nervous energy in us making it

easy for us to communicate...

Have you heard of the proverb-The face is the index of the mind, Yourability to exhibit Professionalism and competency and your only chance

to make that first and probably the last impression begins with your bodylanguage

Your Customers use body language too. Read your Customers body

language and take those cues to effectively communicate with them.

So, Let me try and Improve my Body Language.

People expect good service but few are willing to give it. Are you willing to give it ?

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TICK THE ONES WHICH ARE APPLICABLE TO YOU.

1) I use my hands and body while talking

2) I enjoy outdoor games

3) I learn more by doing & touching as compared

to listening and reading.

4) I use my fingers to track the lines I am reading.

HOW CAN I HAVE A GREAT BODY LANGUAGE?

I will smile at myself.

I will be physically active.

I will stretch myself to avoid stiffening of my body.

I will I will not bother about people who tease me.

I will take care of my body properly and give it good rest as needed I

I will shed all inhibitions about myself and my body.

I will be happy with my body as given to me by nature & not compare.

Well done is better than well said .

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ACTIVITY

Your Trainerwill divide you into groups of four and ask you all to use your face and bodyto convey the following emotions accompanied by the word TARA RUM PUM PUM

for every emotion and gesture. Use your body language to your full advantage.Ask your

group to evaluate you on a scale of ten and write down your scores

Anger - TARA RUM PUM PUM

Fear - TARA RUM PUM PUM .

Happiness - TARA RUM PUM PUM .

Sadness - TARA RUM PUM PUM .

Wonder - TARA RUM PUM PUM .

Disgust - TARA RUM PUM PUM .

Bravery - TARA RUM PUM PUM .

Compassion - TARA RUM PUM PUM .

The words TARA RUM PUM PUM by themselves do not carry any

meaning. It is the tonality of your voice accompanied by your bodylanguage which conveys the meaning to others. Now try saying these

very words using the same emotions to the elders in your family and

again to the children. I there a difference?

Here is a simple but powerful rule . always give people more than what they expect to get.

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MY FEELINGS

Feelings refer to the complex thought process going on in our minds as aresult of physical or socio-cultural conditioning. A lot of the past experiencesalso d Feelings affect our body and brain. I can become aware of my feelingsand their effect on me. Different feelings make me behave differently.

My feelings are manifested in the form of behavior patterns... I can do a lot torid myself of negative feelings and thereby negative behaviour.

ACTIVITY

Listed below are some feelings and behaviour patterns. Match them as per yourobservations.

Feelings Behaviour

(a) Happiness (i) Scream, hit, hurt others

(b) Sadness (ii) Jump, smile, sing

(c ) Anger (iii) Wiping sweat, freeze, trembling voice

(d) Fear (iv) Cry, sit quietly, cant concentrate

ACTIVITY

The Trainer will divide you into groups of 5 each and ask you to discuss how differentfeelings affect your health. One person in your group will have to make a note of thesepoints and read it aloud to the rest of the groups.

What can I do to rid myself of the negative feelings and behaviour which affectmy health ?

______________________________________________________________________________________________________________________________________

___________________________________________________________________

______________________________________________________________________________________________________________________________________

______________________________________________________________________________________________________________________________________

In business you get what you want by giving other people what they want .

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BEHAVIOUR & GOOD MA NNERS

Mahatma Gandhi has spoken about the importance of customers. So istodays corporate philosophy which says Management does not pay salariesbut it just handles money. It is our customers who pay our salaries

How do I behave with MY CUSTOMERS in the following situations ?

1. Signature of a customer i smismatched for withdrawal

2. Payment cannot be made due toinadequate funds

3. Customer wants cash payment ofRs.70,000 of IMTS transaction

4. Variation in the name of deceaseddepositor in the records of postoffice and in death certificate

5. A customer wants to remit Rs.1000/- through money order speedily but

its cost is also a important for him

6. Customer wants open delivery of aparcel whose wrapper is torn from the

corner but there is no possibility ofany leakage from it

7. Telephonic call received from ajob-seeker, applying for a recruitmentexam and he has to send examinationfee of Rs.100/-

8. PLI Policy holder has not paidmonthly premium since last 6 months

9. Customer wants to invest money instock market through post office

10. A customer is standing in a queuefor booking of 25 registered articles.Behind him there is long queue

Sl.No.

Situation My approach

Everything can be duplicated by your competitors

but strong customer service culture cant be copied

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Out of 24 hours a day I work in the post office for 8 hours, spend time with my

family for 8 hours and sleep for 8 hours (approximately). I carry my workexperiences back home and my home experiences to work. My personality

therefore cannot be very different at home and at work.

Given below are a few Office situations. What would be your approach to the followingsituations?

1 You are working in a single handed postoffice and want to proceed on leave forone day but your Supdt. denies your

leave2. You have never worked in Sub Account

branch and suddenly postmaster isasking you to work in that branch

3. You are very diligent and have takenover the charge of SB PA last week.During annual inspection by DivisionalSupdt. he is reprimanding you forlethargic work in your branch

4. Being Mail PA, you arrive at the post

office early in the morning and find themain lock of the post office in brokencondition

5. On completion of the counter hours,your friend, Shri Ashish Kumar(Working as SB PA in the same office)has found Rs.10000/- short.

6. You have just heard that the treasurerwhile coming to the post office meetswith an accident. Your customer wantswithdrawal of Rs.10000/- from his SB

A/C and you have no cash

7. You are working in the TRC counter ofa computerized post office and thereis heavy rush at the counter.

8. You are working as Sub Account PAOne fake note is found in the remittancemade by BO

Sl.No.

Situation My approach

Customer service is not a department, its an attitude !

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TELEPHONE MANNERS

When on phone, we need to communicate even more effectively as wedo not have the advantage of using our Body Language.

Quick understanding of the customers needs, and an appropriate briefbut information packed response in a clear language is necessary. Apleasant voice which does not convey negativity and impatience is also amust.

It will be better if we start with our Introduction-Hello, This is Dinesh

from Vadodara Head Post Office..Accepting responsibility for theinformation given is also very important and we have to therefore haveaccurate information. When in doubt about the information sought for,please take down the name of the person and phone number and assurethe person that you will call back. Stick to your promise and follow upwith a Phone call to the person.

Do what you do so well that they will want to see it again and bring their friends .

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ACTIVITY

This is the outline of the face of the official sitting in the electricity office and collecting

your bills .Now draw his eyes and nose and mouth as he / she appears in your mental

image.

Now draw the eyes, nose and mouth of yourself at the counter as your customers

perceive you.

When we behave courteously, it makes us feel good about ourselves andit also makes others feel good. We make our customers feel good by beingcourteous.

LET US PLAY A GAME.

Sit in a circle. Your Trainer will ask any one of you to start a story using one polite

word of greeting in every sentence. After 2-3 sentences, the next person in your

group will continue the story in the same manner. Your Trainer will make a note of

all the polite words used in the stories and read it out to you.

Customers dont expect you to be perfect. They do expect you to fix things when they go wrong.

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GROOMING

Your Trainer has a mirror.It is called Looking glass Self.It will tell you the truth aboutyour appearance. Now look into it.Do you like what you saw? What did the mirror tell

you about you ?

Our Posture is extremely important.

Standing erect, Sitting on a proper back rest, walking in measured paces,dressing smartly(not costly)are all important for our grooming as we workin the Service Sector with a lot of Customer interface.

Dental Care by brushing teeth twice a day (morning and night) taking a bath,wearing clean and ironed clothes, shaving everyday (If I am a male & dont

sport a beard), combing hair & wearing proper footwear determine the kindof person you are.

Similarly what we eat is equally important. Eating food which containgreens(Spinach, Methi leaves etc.)Green Salads, Fruits and drinking plenty

of water keeps us agile and mentally alert.

Please draw a picture of the personality you like the most in the space given below and

write how he/she was dressed. In most cases, the personality you liked would be having

a good dress sense.

The customer is King .

MY FAVOURITE PERSONALITY.... I LIKE.....

Select the best dressed person in your group & reward him/her.

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MY PERSONALITY

If I am unsure about myself, my shoulders sag, I have disturbed breathing; my

steps falter and my eyes are shifting what will be the effect of this on people

around me? They will say-This person is jittery, uneasy, not to be trusted, diffident,

negative and so on.

One of the deep secrets of life is that all that is

really worth doing is what we do for others .

PERSONALITY refers to the sum of characteristics which make up the

physical and mental being including appearance, manners, habits, tastes

and moral character which makes each of us unique. Am I happy with my

Personality ?

I am my best friend and my best critic. My inner voice always tells me if I

am on the right trackso let me follow my inner voice.

If I am confident, I will walk upright, and in measured steps, breathe normally andmake eye contact. What will be the effect of this on people around me ?

They will say This person Is calm, steady, composed, trustworthy, confident,dependable, positive and so on

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FACING TOUGH TIMES

What happened to Shri. Sauvav Ganguly in 2006?

What did he do?

______________________________________

______________________________________

______________________________________

What do you think of him & his performance in the recent

Border- Gavaskar Test Series?

______________________________________

______________________________________

NOW READ THIS STORY

In 1883, a creative engineer named John Roebling and his son Washington were

inspired to build a spectacular bridge connecting New York with Long island. Howeverbridge-building experts throughout the world thought it was just not possible

The project started well, but when it was only a few months underway, a tragicaccident on the site took the life of John Roebling and crippled Washington no longerable to walk, talk or even move. All he could do was move one finger and he decided tomake the best use of it. By moving this he slowly developed a code of communicationwith his wife. He touched his wifes arm with that finger, indicating to her that he wanted

The goal as a company is to have customer service that is not just the best, but legendary.

TOUG

HTIMES

DONT

LAST

TOUG

H

PEOPLE

DO.

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her to call the engineers again. Then he used the same method of tapping her arm totell engineers what to do. It seemed foolish but the project was under way again. For 13years Washington tapped out his instructions with his finger on his wifes arm, until thebridge was finally completed. Today, the spectacular Brooklyn Bridge stands in all itsglory as a tribute to triumph of one mans passion to excel

Did you like the story? Is it not inspiring?

There may be many things you wanted to do but gave up because your colleaguesand family did not support you. List two such issues.

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There may have also been many things which you wanted to do and could do becauseof your colleagues / families encouragement. List 2 such issues.

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You can tide over tough times. Now narrate one such incident in the space providedbelow. How did you manage to get over it?

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I can encourage myself by______________________________________________

I can also discourage myself by__________________________________________

These are the names of people who encourage me and support me.

SELF ENGOURAGEMENT HELPS ME.

Every great business is built on friendship.

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MY PERSONAL SPACE

Personal Space refers to the imaginary space around us that we consider tobe our own.

We do not like it if anyone tries to enter this space without our permission.Our personal space changes with the people around us, the environmentand situations.

Supposing we go to our Native place and meet our parents, our personalspace decreases as we are amidst our own environment and people. PersonalSpace is important to all of us. Each of us have a different comfort zone whichneeds to be respected. Our customers have a comfort zone and so do we.

Let us develop respect for our and others personal space.

LET US PLAY A GAME

Your Trainer will ask all women and men to form 2 separate circles and hold each

others hands.

Your Trainer will play the music and stop it intermittently. The Trainer will also lay a

piece of cloth measuring 5*5 feet at the centre of the Circle and keep folding the cloth

each time he/she stops the music. You should try and stay on the cloth provided at thecentre. Those who are not able to step on to the cloth must leave the game Keep going

around till you will finally have only two people left and barely a small kerchief sized

cloth. Whoever managed to stand on the kerchief and push out the other is the winner.

Now ask both the finalists of the game to share very honestly, how they felt being in very

close proximity to each other. Did they feel comfortable or otherwise?

Good service is good business .

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MY SELF IMAGE

You can choose how to express your feelings in any manner but

remember, this is what determines your self-image, i.e others image of

you. No wonder people say Your attitude determines your altitude

Your Self image depends on the following: How good or bad you feel about

- Your self.

- Your office work and your colleagues

- Your body and your looks

- How you get along with others including your family, siblings, friends

- Your ability to talk with others

- How others treat you

- How others touch you or wish you

- Your pet name which often reveals what their perception of you is.

What kind of image do I want to convey to the people around me? I must

use the right behavior when I convey information, thoughts and myfeelings. I can learn to better my behavior by improving my self image

because it helps create a positive image of me among my colleagues,

friends, family and customers.

LETS PLAY A GAME

Make you sit in a circle & your trainer will distribute blank sheets of paper to all of

you. Please write your name in capitals and on one side of the paper write one good

quality about you. Pass it onto the left and in turn collect the paper given to yourefrom the right .Now write one good quality of the person whose name is on the blank

sheet handover to you. Carry on till the paper carrying your own name comes back to

you. You will now have a list of qualities people admire about you. Now, does that

help you to boost yourself?

Common sense if of paramount importance in business and customer service.

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TEAM BUILDING

EDICT GAME*

ACTIVITY

In the ancient city of Takshasila, a solid, pre-engraved edict was built in honour

of Gautama Buddha. The structure took less than two weeks to complete.

The task of your team is to determine on which day of the week the

Edict was completed. Your Trainer will give you 22 chits of paper containing

information related to the task. You may share this information orally, but you may

not show your chit of papers to the other participants.

*Theme Adopted from the training material for D.T.S. developed by D.O.P.T. AND T.V.U. London

NOW ANSWER THE FOLLOWING QUESTIONS.

1. What behaviors helped the group to accomplish the task?

2. What behaviors hindered the group in completing the task?

3. What roles emerged in the team during the exercise?

4. Who participated the least?

5. Who participated the most?

Coming together is a business. Keeping together is progress. Working together is success .

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6. What feelings did you experience as the task progressed?

7. What suggestions would you make to improve team performance?

We are born as social beings and without connectivity with each other,we can not survive. We need positive reinforcement to encourage us

and reiterate our social acceptance in the society. Can you dream of

colouring your hair green and dressing up in orange jeans and attending

a function at home and coming to office? No. Why? This is because of

the need in each of us to be socially accepted and included and be a part

of WE FEELING groups.

Working in groups helps us emotionally and physically. Emotionally

because it helps us share our feelings, such as happiness, fear, anxiety

etc. with others and physically because it minimize the strain our bodies.

Let us learn to share of our work with each other as it will help us retain

our stability-emotionally as well as physically.

If you dont genuinely like your customers, chances are they wont buy .

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We need to make a choice.

Do I want to work in a Post Office and contribute to being another gooseor do I want to be a lion mighty but lonely.

Working in a team requires some rules to be followed and some roles to be

performed.

In India, the man is usually expected to go to work and bring home the moneyto feed his family and the women is expected to cook and look after thechildren and home. Though this scenario is changing, you see a division inthe work involving the role of man and women accompanied by the rolesand rules.

What is the situation at your home front? Does your wife expect you to earnmoney and pay the bills? If you are a woman, does your husband expectyou to cook food and keep the house clean? If these are some roles, whatare the unstated or stated rules in your house?

Who will take the two wheeler or four wheeler for Servicing?

Who will plan what quantity of food is to be prepared ?

We all have rules to follow and roles to play in our Official life as well. Themore all of us in the Post Office work together, lesser the problem of Staffshortage and boredom.

Answer the followingQuestions on the slides you just now saw.

(i) What lessons are there for you if you were to be the leader of your team

___________________________________________________________

(ii) How do all the geese maintain the same speed?

____________________________________________________________

(iii) What action do the geese take when one of them is injured or falls sick (In times ofdifficulties)

___________________________________________________________

Your trainer will now show you a few slides on the Flight of Geese

Customer complaints are schoolbooks from which we learn .

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LET US PLAY A GAME

Designing greeting Cards

Your Trainer will divide you in to groups of five each. He/She will then ask you to design

some greeting cards. He/She will also select 3 Quality Control observers from among

you , and they will evaluate you based on the criteria given below.

Here are the rules of the game.

You have to design greeting cards for some special occasions.

Greeting cards should be prepared in pairs for each of the three events listed(i) Diwali (ii) Birthday (iii) Christmas

Design of each event should be in pairs and similar.

Single cards will be rejected and multiples of two only permitted

Size of each card should be 15 x 10.5 cms

Each greeting card should have minimum of 6 words and a maximum of 8

words

You have to make use of any 4 colours only for the same pair of cards. i.e

Diwali must have 2 identical designs and wordings to qualify. 5 marks will be awarded by the Quality Control observers on selection

of each pair.

More than one design on each event can be prepared but marks will be awarded

only if they are produced in pairs

Such variety on each event will be eligible for 5 bonus marks i.e more than one

design if made in pairs will get bonus marks.

Minus 5 marks will be awarded for not meeting any of the above specifications

For creativity and overall quality 5 extra marks can be awarded by the Quality

Control observers at their discretion.

Your requirements of colour sketch pens, paper, scissors and gum will be

available with the Stock Manager nominated by your Trainer. Additional sheets

if taken but not used will reduce your groups marks by 2 marks for every sheet

taken by your group but not used.

Customer service is awareness of their needs, problems, fears and aspirations.

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Now Answer these Questions:

Who in your group was deciding the amount of stock to be kept in the group?

Who in your group was your design in- charge?

Who in your group chose the colours?

How many of you in your group drew the designs?

Who in your group wrote the words?

Who in your group was checking the quality and quantity of the cards produced?

Who took the cards to the observers for valuation?

Could you have increased your productivity by making more greeting cards?

How?

Customer service is training people how to serve clients in an outstanding fashion

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LET US PLAY A GAME

Your Trainer will ask you to blow as many balloons as you are there in your group and

then ask each one of you to tie the full blown balloons to your legs. All of you will then be

divided into groups of 4.Your goal is to save your balloon and your groups balloons.Now -What are you waiting for?

Write a few lines on what happened to your balloon and why. Who won and how?

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India post is facing a lot of challenge from so many competitors, couriers,

Banks, Money transfer agencies, Insurance companies and even from otherpostal organisations.

We are trying to introduce customer relevant services and increase ourcustomer base.

Our vision statement talks of a socially committed, technology drivenentrepreneurially managed and self supporting institution.

This can be achieved only when we set common goals for ourselves, trusteach other, multiply our strength minus our weaknesses, add positive energyand divide our responsibilities.

Lack of a common purpose in our work place, a common dream to share canmake us weak, poor in finances and poor in our work culture! Are we goingto allow this strong and mighty department to deteriorate because of us?

Customers are an investment. Maximize your return

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Could all of you have saved your balloons ? How ?

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________________________________________________________________________________________________________________________________________________________________________________________________________________________________

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(i) What is the goal you, your Postmaster and others in your office have set for yourselves? (Shared vision)

(ii) Do all of you trust each other implicitly?

(iii) Do you have fear of your postmaster?

(iv) Can you speak your mind freely and truthfully in your office?

(vi) Can you depend on your colleagues in the post office for any help?

(vii) Can you solve your problems together?

(viii) Do you enjoy working in your office?

(ix) Do you celebrate festivals, achievements, and special occasions and gather asa group?

Customers who donft get support become someone elses customers

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Fill in the dialog box about the status of team formation in your office. Feel free and

frank to fill in what you feel.To build a good team in my post office the following actions are to be taken.

1_________________________________________________________________

2_________________________________________________________________

3_________________________________________________________________

4_________________________________________________________________

5_________________________________________________________________

TRY shouting down your spouse at home and see the team work vanishing.Team works needs nurturing, encouragement, trust, open communication,empowerment and above all clarity of goals.

Let us all contribute in building a great team in our

lives-Whether at home or at Office, Communicate betterand have a personality which will set us miles ahead of

others.

If we dont take care of the customers, some body else will

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MY NOTES......

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MY NOTES......

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MY NOTES......

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MY NOTES......

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MY NOTES......

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