25 November 2009 is the historic day for the women of India. It is the historic day for the Indian Air Force. It is the historic day for the Indian Armed Forces and to the entire Indians where our President Pratibha Patil who is 74 years old flew Sukhoi-30 MKI supersonic plane successfully.
It is unique in many ways as Pratibha is the first woman President to fly in a war plane and also she is the oldest women to fly in Sukhoi-30 MKI. It is not the success for Pratibha alone. It is, in fact, the success for all Indian women who dare to dream and think big beyond gender barriers.
Pratibha has become a symbol of inspiration for Indian women to look for career in defense forces also by coming out of traditional mindset of working in civilian organizations. It helps Indian women to break the glass ceiling and achieve big. In this context, let us know what ‘glass ceiling effect’ means.
Glass Ceiling Effect:
The glass ceiling effect is all about the artificial barriers that prevent women from moving up to the senior positions within the organizations. It is mainly based on attitudinal or organizational prejudices towards women. In fact, there are certain myths that prevent women from rising from ranks such as women are weak physically and cannot don leadership roles. The truth is that women are better at interpersonal relations and they are emotionally more intelligent than men. They gauge the body language better than men as they are smarter in gauging the hidden data of communication such as egos, emotions and feelings.
It is unfair not to treat women on par with men. Indian organizations should remove the barriers and allow women to rise from ranks on par with men. Indian women are no way behind men in terms of capabilities and competencies. When we look at Indra Nooyi, the CEO of Pepsi company, she broke all traditional barriers and currently she is one of the top powerful women in the world.
The successful flying in Sukhoi by Pratibha Patil is a laudable one. The aircraft flew 2 kilometers above the ground with a speed of 700 to 900 kilometers per hour and the sortie was for 30 minutes. With her inspiring act she connected with Indian women successfully. Indian women should break their mental barriers based on gender and must dream that everything is possible in the world.
With her bravery act Pratibha achieved twin objectives of proving that Indian women have full capability to perform and sent a message to Indian women to seek career in Armed Forces.
Dear President, I salute you wholeheartedly for your act of bravery and inspiring Indian women to dream big. You proved that you are the real Supreme Commander of Indian Armed Forces with your personal example. Keep soaring high.
The End
Wednesday, November 25, 2009
Monday, November 16, 2009
Sachin Tendulkar – A Living Legend in Indian Cricket
“There are two kinds of batsmen in the world. One, Sachin Tendulkar. Two, all the others.” - Andy Flower
The State of Maharastra would come to a grinding halt if any untoward incident happens for two great personalities – Bal Thackeray and Sachin Tendulkar. Both are living legends but in different fields.
Sachin’s completion of two decades in cricket is a milestone for any player. He is a master blaster and master laster who survived for 20 years in a game called cricket especially where people come and go away from this sport in a short span. The secret of his success is very clear as he always reinvented himself with changing times. He has redrawn the rules of the game with creative strategies and techniques. No amount of his body pain and pressures deterred him from moving ahead. His first and last passion is only Cricket.
Sachin has an amazing talent with great humility. He remains cool and composed both in victory and defeat. His achievements and records are endless. He is highly focused and always believes in hitting the bulls’ eye. During course of cricket journey he shattered several stereotypes and overcame obstacles. Mark Taylor rightly commented, “We did not lose to a team called India … we lost to a man called Sachin Tendulkar.”
He contributed his best without any false ego and is a team player who says, “The important thing is to know your role and play according to the situation. To me, nothing has been more important than winning and whatever my team requires I will try my best to fulfill it.”
Sachin lives in the hearts of billion people across the world. He not only lives in the hearts of Indians but also in the cricket lovers across the world cutting across nationalities. We have been blessed with a great legend like Sachin who makes all Indians to hold their heads high. He says, “I would like to be remembered as someone who tried hard and always gave his best for the country.”
Let us congratulate and salute this living legend on completion of two decades of his dedication and contribution to the sport as well as to our country.
The End
The State of Maharastra would come to a grinding halt if any untoward incident happens for two great personalities – Bal Thackeray and Sachin Tendulkar. Both are living legends but in different fields.
Sachin’s completion of two decades in cricket is a milestone for any player. He is a master blaster and master laster who survived for 20 years in a game called cricket especially where people come and go away from this sport in a short span. The secret of his success is very clear as he always reinvented himself with changing times. He has redrawn the rules of the game with creative strategies and techniques. No amount of his body pain and pressures deterred him from moving ahead. His first and last passion is only Cricket.
Sachin has an amazing talent with great humility. He remains cool and composed both in victory and defeat. His achievements and records are endless. He is highly focused and always believes in hitting the bulls’ eye. During course of cricket journey he shattered several stereotypes and overcame obstacles. Mark Taylor rightly commented, “We did not lose to a team called India … we lost to a man called Sachin Tendulkar.”
He contributed his best without any false ego and is a team player who says, “The important thing is to know your role and play according to the situation. To me, nothing has been more important than winning and whatever my team requires I will try my best to fulfill it.”
Sachin lives in the hearts of billion people across the world. He not only lives in the hearts of Indians but also in the cricket lovers across the world cutting across nationalities. We have been blessed with a great legend like Sachin who makes all Indians to hold their heads high. He says, “I would like to be remembered as someone who tried hard and always gave his best for the country.”
Let us congratulate and salute this living legend on completion of two decades of his dedication and contribution to the sport as well as to our country.
The End
Thursday, November 12, 2009
"Skill, Drive and Motivation for Success" - Prof.M.S.Rao
“Success is almost totally dependent upon drive and persistence. The extra energy required to make another effort or try another approach is the secret of winning.” - Denis Waitley
People often confuse between skill and talent and between drive and motivation. While there is a thick line between skill and talent, there is a thin line between drive and motivation. Let us see both the thick and thin line.
Talent and Skill:
Talent is an inborn quality. It is an inborn trait acquired through parents. In contrast, skill is a learned one. You can learn by training, practice, reading, experience and observation. It is an irony that people run in search of skill without focusing on their inborn talents. Success can be easily acquired by focusing on where you are strong at. You need to discover your inner talents and passions to achieve success. However, you cannot downplay the importance of skill. When you emphasize on your talents and acquire skills related to your area of interest, you can taste success easily.
Drive and Motivation:
There is a thin line separates drive and motivation. Motivation is the initial action to start any work while drive takes you forward to complete the task. Drive lies within while motivation comes from outside. When you are passionate about something you get motivated to start off as well as drive yourself with pleasure in pursuing. You need to break the big task into small chunks to get motivated. You need to be driven to complete each small chunk. Thus both motivation and drive are essential to achieving success.
Paul, Steven and Ken:
“Enthusiasm releases the drive to carry you over obstacles and adds significance to all you do” - Norman Vincent Peale
When we look at three individuals – Paul, Steven and Ken, they have unique qualities. Paul has a great skill for writing. He can write any topic at ease. But he is a poor starter and finisher as he lacks motivation and drive. Steven also has skill for writing and has motivation to start off easily but fails to complete the total topic as he lacks drive. Steven starts with a bang and ends with a whimper. When we look at Ken, he is far ahead of both Paul and Steven. He has great skill to write anything and everything. He has motivation to break the big topic into small pieces and completes the task with drive. Therefore, Ken is successful most of the times as he has skill, motivation and drive.
To conclude, talent is innate, skill is honed, and motivation gives you momentum and finally drive takes you forward till end.
“Good business leaders create a vision, articulate the vision, passionately own the vision, and relentlessly drive it to completion.” - Jack Welch
The End
People often confuse between skill and talent and between drive and motivation. While there is a thick line between skill and talent, there is a thin line between drive and motivation. Let us see both the thick and thin line.
Talent and Skill:
Talent is an inborn quality. It is an inborn trait acquired through parents. In contrast, skill is a learned one. You can learn by training, practice, reading, experience and observation. It is an irony that people run in search of skill without focusing on their inborn talents. Success can be easily acquired by focusing on where you are strong at. You need to discover your inner talents and passions to achieve success. However, you cannot downplay the importance of skill. When you emphasize on your talents and acquire skills related to your area of interest, you can taste success easily.
Drive and Motivation:
There is a thin line separates drive and motivation. Motivation is the initial action to start any work while drive takes you forward to complete the task. Drive lies within while motivation comes from outside. When you are passionate about something you get motivated to start off as well as drive yourself with pleasure in pursuing. You need to break the big task into small chunks to get motivated. You need to be driven to complete each small chunk. Thus both motivation and drive are essential to achieving success.
Paul, Steven and Ken:
“Enthusiasm releases the drive to carry you over obstacles and adds significance to all you do” - Norman Vincent Peale
When we look at three individuals – Paul, Steven and Ken, they have unique qualities. Paul has a great skill for writing. He can write any topic at ease. But he is a poor starter and finisher as he lacks motivation and drive. Steven also has skill for writing and has motivation to start off easily but fails to complete the total topic as he lacks drive. Steven starts with a bang and ends with a whimper. When we look at Ken, he is far ahead of both Paul and Steven. He has great skill to write anything and everything. He has motivation to break the big topic into small pieces and completes the task with drive. Therefore, Ken is successful most of the times as he has skill, motivation and drive.
To conclude, talent is innate, skill is honed, and motivation gives you momentum and finally drive takes you forward till end.
“Good business leaders create a vision, articulate the vision, passionately own the vision, and relentlessly drive it to completion.” - Jack Welch
The End
Tuesday, November 3, 2009
Case Study from Prof.M.S.Rao - "‘I Am The Boss’ & ‘So What?’"
Abstract:
Purpose – The purpose of this paper is to focus on the hidden data of communication such as human feelings, egos and emotions at the workplace resulting into conflicts. It emphasizes the need for independent thinking, (i.e. avoid being instigated by others) and also on the active listening skills that can minimize conflicts. It also outlines the need to separate personal emotions from professional activities.
Design/methodology/approach – It provides a detailed case study in an organization where Susan has the attitude of ‘I am the boss’ and Ron has the attitude of ‘So what?’ resulting into conflict in the workplace.
Findings – The case study highlights the need to communicate with each other rather than developing filters in their minds. Those who work in organizations should not act under the influence of others and they should not misuse their official authority. It concludes that those who are in superior position should open up their minds and set the process of dialogue before taking any extreme action such as humiliating or silencing their subordinates. It provides a few takeaways for working executives to prevent conflicts based on human emotions and feelings.
Research limitations/implications – It outlines the analysis and interpretation of the author. It presents several solutions by looking at the issue from multiple perspectives. It helps the readers to develop their thinking, analytical and creative skills.
Originality/value – The main contribution of this case study is to add value by narrating the incident sequentially thereby creating curiosity among the readers. It provides new perspectives and the real reasons for conflicts at the workplace.
Keywords: Communication and conflict, Conflict management, Hidden data of communication, Personal and psychological conflict, Workplace relations.
Target audience: HR professionals, Researchers, General Managers, Academics, Students and Consultants.
Article Type: Case Study.
Word count: 2430
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“Never look who is right and wrong. Always look what is right and wrong.” – Prof.M.S.Rao, Corporate Trainer in Leadership Development.
When you look at individuals there will be involvement of egos and emotions. In contrast, when you look at the issues there will be no individual preferences and prejudices. Better judgment prevails.
Susan was working in a multinational company in India as a Human Resource (HR) Manager. Her role was to recruit the candidates for the company and to ensure smooth functioning of office administration. She was a smart worker and built reputation for herself from superiors for the last five years. The top management also respected and consulted her on crucial decisions. She did not talk to anyone unnecessarily at the work place and she meant business. She was 32 years old. She was bold and beautiful. She was polite and well mannered. She was a woman with strong character. But she was stubborn by nature. However, it was rumored within the organization that she was divorced by her husband because of arrogance and stubbornness.
Ron joined in the same company who was hard working and was yet to prove his abilities and establish his credentials. Before joining this organization, he had 18 years of industry experience in several companies and he was 39 years old. As per the rules of the company, Ron had to work with Susan initially for some period. He was a hard worker and rose from ranks. He learnt bitter lessons in his life and knew the value of life. But he was adamant by nature. Both Ron and Susan respected each other and had been working together.
Susan was introvert, by nature, and rarely mingled with other employees. At the same time, she never kept ill will against anybody. She was a principled woman with worldly experience. She was combination of education, intellect and beauty with grace which was a rare combination for any woman. She was good at heart and helpful. Seeing the close and cordial relations between Susan and Ron, a few people working in the office felt jealousy. Since Susan rarely socialized with others and her cordial relations with Ron upset a few of their colleagues especially two female colleagues - Ann and Beth.
Ron also never socialized with anyone as he believed in his office work although he was an extrovert by nature. Ron initially moved closely with a colleague by name John. But John started speaking ill of Susan to Ron which Ron did not appreciate. John said that Susan was a divorcee and her husband divorced because of her arrogance. He also said that Susan was a woman of weak character. Gradually Ron distanced himself away from John who tried to settle his scores with Susan as they worked together in the past on a project. Ron was basically an independent thinker and never paid attention to such negative comments and he followed his heart rather than looking things from the mind of others. Ron did not appreciate negative things being talked by John against Susan whom he respected from the core of his heart.
Ron’s gelling with Susan cordially upset a few and especially two female colleagues Ann and Beth. They tried to create rift between them by talking ill of Susan with Ron. Ron never liked to entertain negative people and was totally against office politics. Since their strategy failed to work, they attempted to poison the mind of Susan who initially resisted the same. Gradually Susan stopped talking to Ron and the latter did not know the reasons but Ron sensed some problem. However, he interacted with Susan in the same way to keep the things going on smoothly. Since Susan began neglecting Ron, he also began concentrating on work and avoided Susan totally except whenever there was need for official interaction and communication.
In fact, Susan touched the subconscious mind of Ron. As a result, Ron began thinking about Susan oftenly and deeply. Ron was not able to concentrate on his work properly. At heart, Ron was thankful to Susan as she helped him to groove within the system. He developed admiration towards her but never revealed to others at the workplace even to Susan. In brief, Susan touched the heart of Ron.
One day, Susan told Ron to collect resumes from the candidates who came in for walk-in interview. Ron got up from his cubicle and asked her whether to hand over the same to Senior Manager - Rick. She said, “Yes”. Ron was energetic by nature; he rushed immediately to get the resumes and collected from the candidates. Subsequently, Ron rushed to the Senior Manager and handed over the resumes and had conversation with him for some time and came out from the room.
Susan who was waiting outside the Senior Manager’s cabin took Ron to nearby room with anger and shouted at him. Both had heated conversation for some time which is mentioned below:
Susan questioned Ron, “Who told you to hand over the resumes to Senior Manager?”
Ron replied, “When I asked you, you told me to hand over to Senior Manager. Therefore, I handed over to him.”
Susan shouted, “You rushed inside the room. But I told you to hand over to Jim.”
Ron said, “You told me to hand over to Senior Manager. Therefore, I handed over to Rick.” And he added, “Why do you make it a big issue?”
Susan shouted, “You did not listen properly and your behavior is not good”.
Ron did not want to hurt her and asked, “Ok! Tell me, in which way my behavior is bad? I will change my behavior.” He added further, “You keep something else in your mind and talk something else outside. I don’t like this. I am straightforward. I respect you a lot from the core of my heart. But every time, you listen to negative people and rush to wrong conclusions about me.”
Susan said, “Stop talking all that! Next time don’t repeat like this.”
Ron pacified, “Ok! I will not do like this. But it all happened due to your miscommunication and let us close the issue here itself.”
Ron finally said, “I am sorry if there was any mistake on my part”
Susan cooled down her temper and said, “Now you go outside the cabin.”
Ron left the cabin puzzled and shocked. It was first time in his life a woman took him to task for none of his mistakes. Since he respected Susan he didn’t like to hurt her in any way by arguing with her.
Outside the cabin, a few office friends enquired Ron to find out what had happened inside the cabin. He did not reveal what really happened inside the room as he was basically a confidential person by nature.
After 15 minutes, Ron called Susan telephonically and explained clearly that things went wrong due to improper communication. He once again apologized her for the incident. Susan said that she was in a position to take action against him but said that she would not initiate any action against him. Ron asserted that he was not concerned for any kind of action but concerned if Susan was hurt.
The incident depressed Ron for many days as he failed to understand where he went wrong. He was not worried about the incident but more worried as he liked Susan very much. It disturbed his peace and sleep. He sought an appointment with Susan several times to communicate the same but the latter never gave such an opportunity.
Questions to Ponder:
Was it a conflict? If it were a conflict, what led to this conflict?
Was it due to clash of egos or emotions or feelings or miscommunication?
Who was responsible for this conflict - Susan or Ron or both Ann and Beth?
Was there anything hidden between these two personalities?
Did the real issues come up or anything still hidden between these two personalities?
What were the other hidden reasons, if any?
Case Study Analysis:
In any communication, there has to be feedback whether the receiver has understood the message. In this case, Ron rushed to hand over the resumes without taking clear confirmation from Susan. It was mistake on the part of Susan for not taking feedback after her communication. Whatever it may be, it is not an issue worth to become a conflict. There are hidden data of communication such as feelings, emotions and egos which have not been clearly expressed by Susan. Both Susan and Ron developed filters in their minds. In fact, both are equally responsible for this conflict.
Susan has the attitude of ‘I am the boss’ and Ron has the attitude of ‘So what?’. Probably Susan lacked independent and original thinking as she was under the influence of Ann and Beth who were litigants and did not like Susan gelling well with Ron in the initial probationary period. Finally, both Ann and Beth were successful in separating both Susan and Ron by flaring up the issue. In contrast, Ron was not influenced by the negative comments made against Susan by John such as she was a divorcee and she was a woman of weak character with lot of arrogance. Ron was intelligent enough to smell the differences John must have had with Susan as they collectively completed a project in the past. Ron, being an experienced person knows that some differences must have cropped up between both Susan and John while execution of project. Ron was good by nature as he did not like the badmouthing of Susan by John. Right from the beginning Ron had good impression about Susan. Ron never hurt Susan although he was humiliated by Susan in the cabin. Ron was always defensive while Susan was offensive. It shows Ron’s character. Ron was also a gentleman as he did not carry forward the negative comments made by John to Susan. However, Ron was also at fault as he mixed his personal emotions with professional activities thus weakening his position within the organization.
In fact, something bugged Susan that resulted into sudden outburst and thus humiliating Ron. The solution lies only when both Susan and Ron come together and take a relook at the issue and communicate with each other. It not only removes the barriers but also builds the bridges between both of them. It helps in better relations and ensures peaceful working environment.
In any conflict, the real reasons usually don’t surface. Besides, it is very difficult to probe the heart of a woman. Probably Susan was influenced by two negative colleagues Ann and Beth as she lacked independent thinking. She looks like an intellectual fool as she was easily instigated by both Ann and Beth. In brief, Susan was a puppet and Ann and Beth were puppeteers.
It is also a classic example of emotions playing a crucial role in deciding professional relationship. In any working environment, people of opposite sex often develop soft corner and admiration for each other. Same thing happened between Susan and Ron. It seems Ron and Susan like each other internally but they failed to express themselves properly.
At the instigation of Ann and Beth, Susan being a senior succeeded in silencing and humiliating Ron by misusing her official authority as she might have read the signals of Ron’s body language as he liked her. There is also a possibility that Susan made Ron a scapegoat to protect her professional image built over for the last 5 years within the organization. When Ron apologized once again just after the closed door cabin conflict, Susan’s threat of initiating action against Ron was an indication of her superiority complex (bossism, of course, not sadism) and stubbornness and also growing insecurity within herself.
They should keep their personal emotions and feelings away for making the working environment conducive and productive. The attitude of ‘tit for tat’ is no solution for managing the conflicts within the organization. Probably it was the reason why Ron apologized and came out of the cabin after heated arguments. He was intelligent enough to apologize and to come out the cabin, else Susan might fix Ron on sexual harassment case as she was not at all in a mood to think independently and also she was poisoned by Ann and Beth who vitiated the working environment by badmouthing and bringing politics within the organization.
John told Ron that Susan as a woman of weak character with lot of arrogance and it was rumored within the organization that Susan was divorced by her husband due to these reasons. However, Ron did not pay heed to John as it was Susan’s personal matter; if it happened to be true. Ron looked Susan from a very positive perspective like a woman who has huge potential and a long a way to go in her career. Ron was also the kind of person who separates personal matter from professional matter. As Ron distanced John for badmouthing against Susan, Susan too should have distanced from the badmouthing and litigant colleagues. If it were done so, the conflict could have been averted.
It becomes obvious from the case study that Ron is ENTJ (Extravert, Intuitor, Thinker and Judger) type while Susan is ISTJ (Introvert, Sensor, Thinker and Judger) type as per the MBTI (Myers-Briggs Type Indicator). Therefore, it is a clear clash between ISTJ and ENTJ.
Key Learnings:
Both have many similar qualities such as avoiding organizational politics, not meddling into others’ activities, being disciplined and dedicated professionals and confidential (not revealing their inner feelings to others). They both are like poles and repel and only way they attract with each other is that they belong to opposite sex. In fact, both Ron and Susan could make as an excellent team if they come together and it helps the organization as well.
It is essential to emphasize here that personal human weaknesses should not overtake the professional activities. It is also improper to exploit the weaknesses of human beings to establish superiority. If it were so, such conflicts would arise.
Succinctly, the conflict is the result of Ron looking at Susan positively and the Susan looking at Ron negatively under the instigation of her two negative colleagues. In fact, both were good by nature but the way looked at each other resulted into conflict. Therefore, Susan should reconsider Ron on a clean slate so that such conflicts could be averted in future.
To conclude in the words of Oscar Wilde, “Between men and women there is no friendship possible. There is passion, enmity, worship, love, but no friendship.”
The End
Purpose – The purpose of this paper is to focus on the hidden data of communication such as human feelings, egos and emotions at the workplace resulting into conflicts. It emphasizes the need for independent thinking, (i.e. avoid being instigated by others) and also on the active listening skills that can minimize conflicts. It also outlines the need to separate personal emotions from professional activities.
Design/methodology/approach – It provides a detailed case study in an organization where Susan has the attitude of ‘I am the boss’ and Ron has the attitude of ‘So what?’ resulting into conflict in the workplace.
Findings – The case study highlights the need to communicate with each other rather than developing filters in their minds. Those who work in organizations should not act under the influence of others and they should not misuse their official authority. It concludes that those who are in superior position should open up their minds and set the process of dialogue before taking any extreme action such as humiliating or silencing their subordinates. It provides a few takeaways for working executives to prevent conflicts based on human emotions and feelings.
Research limitations/implications – It outlines the analysis and interpretation of the author. It presents several solutions by looking at the issue from multiple perspectives. It helps the readers to develop their thinking, analytical and creative skills.
Originality/value – The main contribution of this case study is to add value by narrating the incident sequentially thereby creating curiosity among the readers. It provides new perspectives and the real reasons for conflicts at the workplace.
Keywords: Communication and conflict, Conflict management, Hidden data of communication, Personal and psychological conflict, Workplace relations.
Target audience: HR professionals, Researchers, General Managers, Academics, Students and Consultants.
Article Type: Case Study.
Word count: 2430
-------
“Never look who is right and wrong. Always look what is right and wrong.” – Prof.M.S.Rao, Corporate Trainer in Leadership Development.
When you look at individuals there will be involvement of egos and emotions. In contrast, when you look at the issues there will be no individual preferences and prejudices. Better judgment prevails.
Susan was working in a multinational company in India as a Human Resource (HR) Manager. Her role was to recruit the candidates for the company and to ensure smooth functioning of office administration. She was a smart worker and built reputation for herself from superiors for the last five years. The top management also respected and consulted her on crucial decisions. She did not talk to anyone unnecessarily at the work place and she meant business. She was 32 years old. She was bold and beautiful. She was polite and well mannered. She was a woman with strong character. But she was stubborn by nature. However, it was rumored within the organization that she was divorced by her husband because of arrogance and stubbornness.
Ron joined in the same company who was hard working and was yet to prove his abilities and establish his credentials. Before joining this organization, he had 18 years of industry experience in several companies and he was 39 years old. As per the rules of the company, Ron had to work with Susan initially for some period. He was a hard worker and rose from ranks. He learnt bitter lessons in his life and knew the value of life. But he was adamant by nature. Both Ron and Susan respected each other and had been working together.
Susan was introvert, by nature, and rarely mingled with other employees. At the same time, she never kept ill will against anybody. She was a principled woman with worldly experience. She was combination of education, intellect and beauty with grace which was a rare combination for any woman. She was good at heart and helpful. Seeing the close and cordial relations between Susan and Ron, a few people working in the office felt jealousy. Since Susan rarely socialized with others and her cordial relations with Ron upset a few of their colleagues especially two female colleagues - Ann and Beth.
Ron also never socialized with anyone as he believed in his office work although he was an extrovert by nature. Ron initially moved closely with a colleague by name John. But John started speaking ill of Susan to Ron which Ron did not appreciate. John said that Susan was a divorcee and her husband divorced because of her arrogance. He also said that Susan was a woman of weak character. Gradually Ron distanced himself away from John who tried to settle his scores with Susan as they worked together in the past on a project. Ron was basically an independent thinker and never paid attention to such negative comments and he followed his heart rather than looking things from the mind of others. Ron did not appreciate negative things being talked by John against Susan whom he respected from the core of his heart.
Ron’s gelling with Susan cordially upset a few and especially two female colleagues Ann and Beth. They tried to create rift between them by talking ill of Susan with Ron. Ron never liked to entertain negative people and was totally against office politics. Since their strategy failed to work, they attempted to poison the mind of Susan who initially resisted the same. Gradually Susan stopped talking to Ron and the latter did not know the reasons but Ron sensed some problem. However, he interacted with Susan in the same way to keep the things going on smoothly. Since Susan began neglecting Ron, he also began concentrating on work and avoided Susan totally except whenever there was need for official interaction and communication.
In fact, Susan touched the subconscious mind of Ron. As a result, Ron began thinking about Susan oftenly and deeply. Ron was not able to concentrate on his work properly. At heart, Ron was thankful to Susan as she helped him to groove within the system. He developed admiration towards her but never revealed to others at the workplace even to Susan. In brief, Susan touched the heart of Ron.
One day, Susan told Ron to collect resumes from the candidates who came in for walk-in interview. Ron got up from his cubicle and asked her whether to hand over the same to Senior Manager - Rick. She said, “Yes”. Ron was energetic by nature; he rushed immediately to get the resumes and collected from the candidates. Subsequently, Ron rushed to the Senior Manager and handed over the resumes and had conversation with him for some time and came out from the room.
Susan who was waiting outside the Senior Manager’s cabin took Ron to nearby room with anger and shouted at him. Both had heated conversation for some time which is mentioned below:
Susan questioned Ron, “Who told you to hand over the resumes to Senior Manager?”
Ron replied, “When I asked you, you told me to hand over to Senior Manager. Therefore, I handed over to him.”
Susan shouted, “You rushed inside the room. But I told you to hand over to Jim.”
Ron said, “You told me to hand over to Senior Manager. Therefore, I handed over to Rick.” And he added, “Why do you make it a big issue?”
Susan shouted, “You did not listen properly and your behavior is not good”.
Ron did not want to hurt her and asked, “Ok! Tell me, in which way my behavior is bad? I will change my behavior.” He added further, “You keep something else in your mind and talk something else outside. I don’t like this. I am straightforward. I respect you a lot from the core of my heart. But every time, you listen to negative people and rush to wrong conclusions about me.”
Susan said, “Stop talking all that! Next time don’t repeat like this.”
Ron pacified, “Ok! I will not do like this. But it all happened due to your miscommunication and let us close the issue here itself.”
Ron finally said, “I am sorry if there was any mistake on my part”
Susan cooled down her temper and said, “Now you go outside the cabin.”
Ron left the cabin puzzled and shocked. It was first time in his life a woman took him to task for none of his mistakes. Since he respected Susan he didn’t like to hurt her in any way by arguing with her.
Outside the cabin, a few office friends enquired Ron to find out what had happened inside the cabin. He did not reveal what really happened inside the room as he was basically a confidential person by nature.
After 15 minutes, Ron called Susan telephonically and explained clearly that things went wrong due to improper communication. He once again apologized her for the incident. Susan said that she was in a position to take action against him but said that she would not initiate any action against him. Ron asserted that he was not concerned for any kind of action but concerned if Susan was hurt.
The incident depressed Ron for many days as he failed to understand where he went wrong. He was not worried about the incident but more worried as he liked Susan very much. It disturbed his peace and sleep. He sought an appointment with Susan several times to communicate the same but the latter never gave such an opportunity.
Questions to Ponder:
Was it a conflict? If it were a conflict, what led to this conflict?
Was it due to clash of egos or emotions or feelings or miscommunication?
Who was responsible for this conflict - Susan or Ron or both Ann and Beth?
Was there anything hidden between these two personalities?
Did the real issues come up or anything still hidden between these two personalities?
What were the other hidden reasons, if any?
Case Study Analysis:
In any communication, there has to be feedback whether the receiver has understood the message. In this case, Ron rushed to hand over the resumes without taking clear confirmation from Susan. It was mistake on the part of Susan for not taking feedback after her communication. Whatever it may be, it is not an issue worth to become a conflict. There are hidden data of communication such as feelings, emotions and egos which have not been clearly expressed by Susan. Both Susan and Ron developed filters in their minds. In fact, both are equally responsible for this conflict.
Susan has the attitude of ‘I am the boss’ and Ron has the attitude of ‘So what?’. Probably Susan lacked independent and original thinking as she was under the influence of Ann and Beth who were litigants and did not like Susan gelling well with Ron in the initial probationary period. Finally, both Ann and Beth were successful in separating both Susan and Ron by flaring up the issue. In contrast, Ron was not influenced by the negative comments made against Susan by John such as she was a divorcee and she was a woman of weak character with lot of arrogance. Ron was intelligent enough to smell the differences John must have had with Susan as they collectively completed a project in the past. Ron, being an experienced person knows that some differences must have cropped up between both Susan and John while execution of project. Ron was good by nature as he did not like the badmouthing of Susan by John. Right from the beginning Ron had good impression about Susan. Ron never hurt Susan although he was humiliated by Susan in the cabin. Ron was always defensive while Susan was offensive. It shows Ron’s character. Ron was also a gentleman as he did not carry forward the negative comments made by John to Susan. However, Ron was also at fault as he mixed his personal emotions with professional activities thus weakening his position within the organization.
In fact, something bugged Susan that resulted into sudden outburst and thus humiliating Ron. The solution lies only when both Susan and Ron come together and take a relook at the issue and communicate with each other. It not only removes the barriers but also builds the bridges between both of them. It helps in better relations and ensures peaceful working environment.
In any conflict, the real reasons usually don’t surface. Besides, it is very difficult to probe the heart of a woman. Probably Susan was influenced by two negative colleagues Ann and Beth as she lacked independent thinking. She looks like an intellectual fool as she was easily instigated by both Ann and Beth. In brief, Susan was a puppet and Ann and Beth were puppeteers.
It is also a classic example of emotions playing a crucial role in deciding professional relationship. In any working environment, people of opposite sex often develop soft corner and admiration for each other. Same thing happened between Susan and Ron. It seems Ron and Susan like each other internally but they failed to express themselves properly.
At the instigation of Ann and Beth, Susan being a senior succeeded in silencing and humiliating Ron by misusing her official authority as she might have read the signals of Ron’s body language as he liked her. There is also a possibility that Susan made Ron a scapegoat to protect her professional image built over for the last 5 years within the organization. When Ron apologized once again just after the closed door cabin conflict, Susan’s threat of initiating action against Ron was an indication of her superiority complex (bossism, of course, not sadism) and stubbornness and also growing insecurity within herself.
They should keep their personal emotions and feelings away for making the working environment conducive and productive. The attitude of ‘tit for tat’ is no solution for managing the conflicts within the organization. Probably it was the reason why Ron apologized and came out of the cabin after heated arguments. He was intelligent enough to apologize and to come out the cabin, else Susan might fix Ron on sexual harassment case as she was not at all in a mood to think independently and also she was poisoned by Ann and Beth who vitiated the working environment by badmouthing and bringing politics within the organization.
John told Ron that Susan as a woman of weak character with lot of arrogance and it was rumored within the organization that Susan was divorced by her husband due to these reasons. However, Ron did not pay heed to John as it was Susan’s personal matter; if it happened to be true. Ron looked Susan from a very positive perspective like a woman who has huge potential and a long a way to go in her career. Ron was also the kind of person who separates personal matter from professional matter. As Ron distanced John for badmouthing against Susan, Susan too should have distanced from the badmouthing and litigant colleagues. If it were done so, the conflict could have been averted.
It becomes obvious from the case study that Ron is ENTJ (Extravert, Intuitor, Thinker and Judger) type while Susan is ISTJ (Introvert, Sensor, Thinker and Judger) type as per the MBTI (Myers-Briggs Type Indicator). Therefore, it is a clear clash between ISTJ and ENTJ.
Key Learnings:
Both have many similar qualities such as avoiding organizational politics, not meddling into others’ activities, being disciplined and dedicated professionals and confidential (not revealing their inner feelings to others). They both are like poles and repel and only way they attract with each other is that they belong to opposite sex. In fact, both Ron and Susan could make as an excellent team if they come together and it helps the organization as well.
It is essential to emphasize here that personal human weaknesses should not overtake the professional activities. It is also improper to exploit the weaknesses of human beings to establish superiority. If it were so, such conflicts would arise.
Succinctly, the conflict is the result of Ron looking at Susan positively and the Susan looking at Ron negatively under the instigation of her two negative colleagues. In fact, both were good by nature but the way looked at each other resulted into conflict. Therefore, Susan should reconsider Ron on a clean slate so that such conflicts could be averted in future.
To conclude in the words of Oscar Wilde, “Between men and women there is no friendship possible. There is passion, enmity, worship, love, but no friendship.”
The End
Friday, October 30, 2009
Why to Write a Failure Résumé? - Prof.M.S.Rao
"When I was young, I observed that nine out of 10 things I did were failures, so I did 10 times more work." - George Bernard Shaw
Robert joined in a research center as a researcher where he had to do extensive research in his passionate area of leadership and soft skills for authoring books. He found out a few triggers and authored a book. Unfortunately the book did not sail through as it lacked research depth. But he was not worried but analyzed the reasons for the failure. After thorough research he came to know the real reasons for debacle and tried again and succeeded in authoring a book on leadership which became a runaway hit. Likewise, we find many people like Robert who learns from failures and stage a smart come back.
Importance of Failures:
"Failure is only the opportunity to begin again, this time more wisely." - Anonymous
Failure is like a mother who teaches many lessons. As mother stands by you through thick and thin the failure always remains with you and teaches several lessons. In contrast, success is like a beautiful girl who may go away at any time. Everyone loves to taste success but nobody loves to face failure. People treat failure as a stigma. In fact, failure is a great teacher. It reminds you constantly not to repeat mistakes whenever you take up any challenge. Initial failures are blessing in disguise as otherwise people would remain complacent without churning any valuable takeaways throughout their lives.
The former American President Abraham Lincoln underwent several trails and tribulations throughout his life. He was a self educated man. He rightly quoted, “My great concern is not whether you have failed, but whether you are content with your failure.” He failed several times. He failed to establish as a businessman. He failed in his love. He had nervous breakdown. After suffering several defeats in politics he rose to the highest position in America as the first Republican President. He failed differently but he was never dejected. He learnt lessons whenever he failed and moved forward thereby becoming stronger and successful. In brief, Lincoln lost a few battles initially so as to win a war finally.
Everyone Fails:
"Defeat is not the worst of failures. Not to have tried is the true failure." - George Woodberry, Poet
The fact is that everyone fails in life. If anyone claims not having encountered failure probably s/he has not tried anything worth in life. We take several decisions in our lives. All decisions may not sail through smoothly. A few fall flat. It could be due to wrong decision making or could be due to the external forces and factors which are beyond human control. Therefore, here is a failure resume which minimizes failures and maximizes successes.
What is a Failure Resume?
“Failure is, in a sense, the highway to success ….” – John Keats.
Everyone speaks of success resume but here is an exception where failures are focused and we can name it as a failure resume. It is a document that lists out the number of times individuals have failed in their lives with an objective of key takeaways at the end. It should list out if there are any failures in the academic area such as failed to score high marks or failed to be a school topper. It should then focus on the failures in personal life. It could be about marriage, or career, or love or other debacles in personal life. Outline the failures in professional life. For instance, the examples in this category are inability to grow in career, inability to get along with colleagues or subordinates or superiors and inability to handle key challenges. Finally make a list of failures in your social life. Precisely, any failure resume should contain on four key areas such as academic, personal, professional and social life.
Once the list of failures is written in a resume format, then it is time to analyze why have you failed. You have to be impartial to make the exercise meaningful and successful. Were the failures due to dearth of your efforts or energies or due to the external forces and factors? If things went wrong due to your personal mistake it is time to pull up your socks. On the other hand, if it were due to external reasons beyond human control you don’t have to regret as most of the failures are the result of the same reasons. If you find that you have failed by repeating the same mistakes it is time to change your thinking and execution process. In contrast, if you failed differently, that means, you have tried worthwhile in your life and learnt lessons out of them.
Why a Failure Resume?
"Success is often achieved by those who don’t know that failure is inevitable." - Coco Chanel
Life is full of highs and lows. We cannot take the things for granted with growing uncertainty and complexity arising out of rapid technological changes.
A failure resume makes you more humble as it is full of tumbles in your life. It makes you to think more logically, analytically and improves your decision making skills. It makes you to empathize with others especially who failed in life. It connects you with others sympathetically thereby building good relations. It enhances your maturity levels and keeps you cool and composed whenever you are faced with failures in future.
Students and working professionals should be asked to write a resume of failures and it should be submitted to the potential recruiters. Currently few recruiters pose questions related to failures during employment interview. The same can be extended to writing a failure resume and submitting to the potential employers. ‘Failure resume’ can be prepared at any stage of life. I could be during your academic life or professional life. There is no specific time for learning mistakes in life.
How to Write a Failure Resume?
Writing a failure resume is a four step process where in the first column; write down what are the major failures in your life. In the second column, mention why have you failed? In the third column, state how you have failed and finally in the fourth column outline the lessons learnt from these failures.
Conclusion:
"Whenever you make a mistake or get knocked down by life, don't look back at it too long. Mistakes are life's way of teaching you. Your capacity for occasional blunders is inseparable from your capacity to reach your goals. No one wins them all, and your failures, when they happen, are just part of your growth. Shake off your blunders. How will you know your limits without an occasional failure? Never quit. Your turn will come." - Og Mandino
Writing a failure resume is essential to everyone. It is a kind of intrapersonal feedback for improvement and career growth. It provides several meaningful takeaways. As organizations encourage self-appraisals after joining, they should insist on a failure resume before joining in their organizations from their potential candidates for bridging the failure rate and broadening the success rate.
The End
Robert joined in a research center as a researcher where he had to do extensive research in his passionate area of leadership and soft skills for authoring books. He found out a few triggers and authored a book. Unfortunately the book did not sail through as it lacked research depth. But he was not worried but analyzed the reasons for the failure. After thorough research he came to know the real reasons for debacle and tried again and succeeded in authoring a book on leadership which became a runaway hit. Likewise, we find many people like Robert who learns from failures and stage a smart come back.
Importance of Failures:
"Failure is only the opportunity to begin again, this time more wisely." - Anonymous
Failure is like a mother who teaches many lessons. As mother stands by you through thick and thin the failure always remains with you and teaches several lessons. In contrast, success is like a beautiful girl who may go away at any time. Everyone loves to taste success but nobody loves to face failure. People treat failure as a stigma. In fact, failure is a great teacher. It reminds you constantly not to repeat mistakes whenever you take up any challenge. Initial failures are blessing in disguise as otherwise people would remain complacent without churning any valuable takeaways throughout their lives.
The former American President Abraham Lincoln underwent several trails and tribulations throughout his life. He was a self educated man. He rightly quoted, “My great concern is not whether you have failed, but whether you are content with your failure.” He failed several times. He failed to establish as a businessman. He failed in his love. He had nervous breakdown. After suffering several defeats in politics he rose to the highest position in America as the first Republican President. He failed differently but he was never dejected. He learnt lessons whenever he failed and moved forward thereby becoming stronger and successful. In brief, Lincoln lost a few battles initially so as to win a war finally.
Everyone Fails:
"Defeat is not the worst of failures. Not to have tried is the true failure." - George Woodberry, Poet
The fact is that everyone fails in life. If anyone claims not having encountered failure probably s/he has not tried anything worth in life. We take several decisions in our lives. All decisions may not sail through smoothly. A few fall flat. It could be due to wrong decision making or could be due to the external forces and factors which are beyond human control. Therefore, here is a failure resume which minimizes failures and maximizes successes.
What is a Failure Resume?
“Failure is, in a sense, the highway to success ….” – John Keats.
Everyone speaks of success resume but here is an exception where failures are focused and we can name it as a failure resume. It is a document that lists out the number of times individuals have failed in their lives with an objective of key takeaways at the end. It should list out if there are any failures in the academic area such as failed to score high marks or failed to be a school topper. It should then focus on the failures in personal life. It could be about marriage, or career, or love or other debacles in personal life. Outline the failures in professional life. For instance, the examples in this category are inability to grow in career, inability to get along with colleagues or subordinates or superiors and inability to handle key challenges. Finally make a list of failures in your social life. Precisely, any failure resume should contain on four key areas such as academic, personal, professional and social life.
Once the list of failures is written in a resume format, then it is time to analyze why have you failed. You have to be impartial to make the exercise meaningful and successful. Were the failures due to dearth of your efforts or energies or due to the external forces and factors? If things went wrong due to your personal mistake it is time to pull up your socks. On the other hand, if it were due to external reasons beyond human control you don’t have to regret as most of the failures are the result of the same reasons. If you find that you have failed by repeating the same mistakes it is time to change your thinking and execution process. In contrast, if you failed differently, that means, you have tried worthwhile in your life and learnt lessons out of them.
Why a Failure Resume?
"Success is often achieved by those who don’t know that failure is inevitable." - Coco Chanel
Life is full of highs and lows. We cannot take the things for granted with growing uncertainty and complexity arising out of rapid technological changes.
A failure resume makes you more humble as it is full of tumbles in your life. It makes you to think more logically, analytically and improves your decision making skills. It makes you to empathize with others especially who failed in life. It connects you with others sympathetically thereby building good relations. It enhances your maturity levels and keeps you cool and composed whenever you are faced with failures in future.
Students and working professionals should be asked to write a resume of failures and it should be submitted to the potential recruiters. Currently few recruiters pose questions related to failures during employment interview. The same can be extended to writing a failure resume and submitting to the potential employers. ‘Failure resume’ can be prepared at any stage of life. I could be during your academic life or professional life. There is no specific time for learning mistakes in life.
How to Write a Failure Resume?
Writing a failure resume is a four step process where in the first column; write down what are the major failures in your life. In the second column, mention why have you failed? In the third column, state how you have failed and finally in the fourth column outline the lessons learnt from these failures.
Conclusion:
"Whenever you make a mistake or get knocked down by life, don't look back at it too long. Mistakes are life's way of teaching you. Your capacity for occasional blunders is inseparable from your capacity to reach your goals. No one wins them all, and your failures, when they happen, are just part of your growth. Shake off your blunders. How will you know your limits without an occasional failure? Never quit. Your turn will come." - Og Mandino
Writing a failure resume is essential to everyone. It is a kind of intrapersonal feedback for improvement and career growth. It provides several meaningful takeaways. As organizations encourage self-appraisals after joining, they should insist on a failure resume before joining in their organizations from their potential candidates for bridging the failure rate and broadening the success rate.
The End
Does Obama Deserve Nobel Peace Prize? - Prof.M.S.Rao
“Before you become a leader it’s all about you. After you become a leader it’s all about others. The path to your personal fulfillment is through them” – Kelvin Droegemeier
Barack Obama’s nomination to Nobel peace prize invited both bouquets and brickbats across the world. Is it because he is too young to receive the prize? Or is it because he is yet to prove his credentials? Did he win the award because of his star power or real power?
Obama is the third incumbent American President next to Theodore Roosevelt (1906) and Woodrow Wilson (1919) to bag this prestigious prize. He grabbed the attention of the world within a short time through his persuasion and oratorical skills. He is humble to admit the fact that “I don’t deserve to be in the company of so many transformative figures who have been honoured by this prize.” A few opine that the award is premature. In fact, it is an award to an untried President to accomplish the unaccomplished goals. Everyone was surprised over his nomination including Obama himself who humbly admitted “I am both surprised and humbled by the decision of the Nobel Committee”
About Obama:
There is nothing strange for the world to be surprised over the award when the recipient himself was surprised. But what matters most are not his age but his energy and enthusiasm. He rode to power with his oratorical skills rather political acumen. He is yet to prove his credentials as a President. Can the decision of the Nobel Committee be treated as a slap to his predecessor George W. Bush who was a war-mongerer?
Obama is blessed with both sagacity and intelligence. He is honest and humble to admit the fact that he doesn’t deserve to be in the comity of great leaders. He is a global leader. He is not the leader of America alone. While accepting the nomination he shared with the world citizens. He rightly put it as, “This award is not simply about the efforts of my administration; it’s about the courageous efforts of people around the world. And that’s why this award must be shared with everyone who strives for justice and dignity.”
Although he checked nuclear proliferation and became the pioneer of new climate in international politics he is yet to demonstrate his leadership abilities in several issues facing the world. However he is a ray of hope to mankind for preserving global peace and tranquility in the current context. He is a charismatic leader who is yet to evolve as a transformational leader for making difference to global citizens.
Does Obama Deserve?
“Only very recently has a person to the same extent as Obama captured the world’s attention.” – Nobel Committee.
He removed the big brother attitude which earlier American presidents demonstrated to the rest of the world especially to the developing countries. He reached out to Muslims globally unlike his predecessor who antagonized Muslims by venturing into Iraq. The world appreciates his earnest efforts for global peace and security and also his concern for environment. He achieved several things silently and modestly.
It is unfair to criticize Nobel Committee for the decision whose intention is to promote global peace, prosperity and ecology. Perhaps Obama was the most visible nominee for the Nobel Committee. It was a practical approach based on ground realities. The committee weighed all the pros and cons before declaring the award. In the case of Obama it is very clear in the mind of Nobel Committee to impress upon the world that it is not the results but the efforts and energies that count in changing the world for betterment.
It is improper to judge a person based on age as people opine that it is too early for him to bag this prize. In fact, the prize is more of pressure rather pleasure for Obama as he is expected to execute lot more things. He has to focus on current economic turmoil as well. He has been repairing America’s relations with Muslims across the world, prioritizing in containing climatic changes and bringing Israelis and Palestinians into negotiations. However, his critics point out that he gives statements, promises and hopes but does not do anything concretely. It seems he should be more practical and realistic in his approaches.
Conclusion:
It is a prize not only to Obama but for the entire mankind. He undoubtedly deserves this coveted prize. The award encourages multilateralism rather unilateralism that prevailed until recently before he became the President of America. His greatest challenge now is to convert his charisma into actions. America has to play a crucial role for preserving and promoting global peace and security. It is hoped that he will strive for global peace and leave a mark behind for future generations.
To conclude, it is an award not only for Americans but for the entire mankind. God bless Obama. God bless Americans. And God bless mankind.
The End
Barack Obama’s nomination to Nobel peace prize invited both bouquets and brickbats across the world. Is it because he is too young to receive the prize? Or is it because he is yet to prove his credentials? Did he win the award because of his star power or real power?
Obama is the third incumbent American President next to Theodore Roosevelt (1906) and Woodrow Wilson (1919) to bag this prestigious prize. He grabbed the attention of the world within a short time through his persuasion and oratorical skills. He is humble to admit the fact that “I don’t deserve to be in the company of so many transformative figures who have been honoured by this prize.” A few opine that the award is premature. In fact, it is an award to an untried President to accomplish the unaccomplished goals. Everyone was surprised over his nomination including Obama himself who humbly admitted “I am both surprised and humbled by the decision of the Nobel Committee”
About Obama:
There is nothing strange for the world to be surprised over the award when the recipient himself was surprised. But what matters most are not his age but his energy and enthusiasm. He rode to power with his oratorical skills rather political acumen. He is yet to prove his credentials as a President. Can the decision of the Nobel Committee be treated as a slap to his predecessor George W. Bush who was a war-mongerer?
Obama is blessed with both sagacity and intelligence. He is honest and humble to admit the fact that he doesn’t deserve to be in the comity of great leaders. He is a global leader. He is not the leader of America alone. While accepting the nomination he shared with the world citizens. He rightly put it as, “This award is not simply about the efforts of my administration; it’s about the courageous efforts of people around the world. And that’s why this award must be shared with everyone who strives for justice and dignity.”
Although he checked nuclear proliferation and became the pioneer of new climate in international politics he is yet to demonstrate his leadership abilities in several issues facing the world. However he is a ray of hope to mankind for preserving global peace and tranquility in the current context. He is a charismatic leader who is yet to evolve as a transformational leader for making difference to global citizens.
Does Obama Deserve?
“Only very recently has a person to the same extent as Obama captured the world’s attention.” – Nobel Committee.
He removed the big brother attitude which earlier American presidents demonstrated to the rest of the world especially to the developing countries. He reached out to Muslims globally unlike his predecessor who antagonized Muslims by venturing into Iraq. The world appreciates his earnest efforts for global peace and security and also his concern for environment. He achieved several things silently and modestly.
It is unfair to criticize Nobel Committee for the decision whose intention is to promote global peace, prosperity and ecology. Perhaps Obama was the most visible nominee for the Nobel Committee. It was a practical approach based on ground realities. The committee weighed all the pros and cons before declaring the award. In the case of Obama it is very clear in the mind of Nobel Committee to impress upon the world that it is not the results but the efforts and energies that count in changing the world for betterment.
It is improper to judge a person based on age as people opine that it is too early for him to bag this prize. In fact, the prize is more of pressure rather pleasure for Obama as he is expected to execute lot more things. He has to focus on current economic turmoil as well. He has been repairing America’s relations with Muslims across the world, prioritizing in containing climatic changes and bringing Israelis and Palestinians into negotiations. However, his critics point out that he gives statements, promises and hopes but does not do anything concretely. It seems he should be more practical and realistic in his approaches.
Conclusion:
It is a prize not only to Obama but for the entire mankind. He undoubtedly deserves this coveted prize. The award encourages multilateralism rather unilateralism that prevailed until recently before he became the President of America. His greatest challenge now is to convert his charisma into actions. America has to play a crucial role for preserving and promoting global peace and security. It is hoped that he will strive for global peace and leave a mark behind for future generations.
To conclude, it is an award not only for Americans but for the entire mankind. God bless Obama. God bless Americans. And God bless mankind.
The End
Friday, October 16, 2009
"Are Bankers Servant Leaders?" - Prof.M.S.Rao
“Good bankers, like good tea, can only be appreciated when they are in hot water.” - Jaffar Hussein
There are several challenges in the banking sector due to the rising expectations and aspirations of the customers. Let us briefly explore the challenges and then explore the ways and means of overcoming them.
Challenges in Banking Sector:
The current challenges in the banking sector are: customer retention, growing competition, rapid growth of technology, lack of customer intimacy and business turnover. The world economy opened up due to globalization throwing many challenges for business organizations. Everyone tries to woo others’ customers with several innovative products and features. Retaining the existing customers has become a Herculean task. The growing technology made things easier as both suppliers and customers to have variety of services and products at competitive prices. It has also thrown another challenge where there is lack of customer intimacy as transactions are done electronically. Thus technology has become both as a boon and a bane – boon because of the comforts and bane because of the complexities.
It is always profitable to retain the existing customers as you have already put in your energies and efforts in getting the customers. At the same time you can look for new clients and customers but certainly not at the cost of your existing clients. The findings of Harvard Business Review reveal that, “The cost of acquiring a new customer is 10 times the cost of selling to a current customer”.
In these days of growing competition it is not easy to have higher profits from customers. There is limited scope for monopoly in the current context. The other option is to have more customer base with thin margins. That means sticking on to volume business. Simultaneously there is need to tailor the products to suit the clients’ needs.
Expectations of Bank Customers:
The bank customers are basically looking for good products with multiple features. They also look for fair and just treatment from bankers. According to Michelson Associates, “60% of customers leave because of poor service, only 13% leave due to product dissatisfaction” From this finding it reveals that customers can be retained effectively if they are provided better services with multiple features.
Customers expect quick service with smile from bankers. They expect that the bankers must have cross product knowledge. They look for tailor made solutions to their existing problems. They also expect that the bank employees must be thorough with their products and features. Over and above, customers want their services to be cost-effective and they want more for less.
Bankers as Servant Leaders:
Bankers need to reinvent themselves with changing times. They need to get out the old mindset where customers would come to them for delivering their goods. Now the present scenario demands that they have to come out their comfort zones and reach out to their customers in extending their services. It is no more a sellers’ market but a buyers’ market. The private sector banks have thrown a great challenge for public sector banks and they reminded to public sector banks that the rules of banking business have changed. In a nutshell, the private sector banks have rewritten the rules of the game.
Bankers need to cultivate the attitude of service orientation and must deliver goods like any other leaders who serve people. It helps in percolation of banking services to the common man, winning their support and thus leading to all round prosperity. They should always think of how much value they can add to their customers by being different in delivering goods and by being proactive in providing services. They should act as change catalysts in transforming the banking sector.
Conclusion:
It is rightly said, “If we don’t take care of our customers, someone else will.” It is the customer who gives us business. We would not be there if there were no customers. Therefore, is essential to find out the pulse of the customers to keep them in good homour for making businesses flourishing irrespective of sectors.
“We make a living by what we get; we make a life by what we give." - Winston Churchill
The End
There are several challenges in the banking sector due to the rising expectations and aspirations of the customers. Let us briefly explore the challenges and then explore the ways and means of overcoming them.
Challenges in Banking Sector:
The current challenges in the banking sector are: customer retention, growing competition, rapid growth of technology, lack of customer intimacy and business turnover. The world economy opened up due to globalization throwing many challenges for business organizations. Everyone tries to woo others’ customers with several innovative products and features. Retaining the existing customers has become a Herculean task. The growing technology made things easier as both suppliers and customers to have variety of services and products at competitive prices. It has also thrown another challenge where there is lack of customer intimacy as transactions are done electronically. Thus technology has become both as a boon and a bane – boon because of the comforts and bane because of the complexities.
It is always profitable to retain the existing customers as you have already put in your energies and efforts in getting the customers. At the same time you can look for new clients and customers but certainly not at the cost of your existing clients. The findings of Harvard Business Review reveal that, “The cost of acquiring a new customer is 10 times the cost of selling to a current customer”.
In these days of growing competition it is not easy to have higher profits from customers. There is limited scope for monopoly in the current context. The other option is to have more customer base with thin margins. That means sticking on to volume business. Simultaneously there is need to tailor the products to suit the clients’ needs.
Expectations of Bank Customers:
The bank customers are basically looking for good products with multiple features. They also look for fair and just treatment from bankers. According to Michelson Associates, “60% of customers leave because of poor service, only 13% leave due to product dissatisfaction” From this finding it reveals that customers can be retained effectively if they are provided better services with multiple features.
Customers expect quick service with smile from bankers. They expect that the bankers must have cross product knowledge. They look for tailor made solutions to their existing problems. They also expect that the bank employees must be thorough with their products and features. Over and above, customers want their services to be cost-effective and they want more for less.
Bankers as Servant Leaders:
Bankers need to reinvent themselves with changing times. They need to get out the old mindset where customers would come to them for delivering their goods. Now the present scenario demands that they have to come out their comfort zones and reach out to their customers in extending their services. It is no more a sellers’ market but a buyers’ market. The private sector banks have thrown a great challenge for public sector banks and they reminded to public sector banks that the rules of banking business have changed. In a nutshell, the private sector banks have rewritten the rules of the game.
Bankers need to cultivate the attitude of service orientation and must deliver goods like any other leaders who serve people. It helps in percolation of banking services to the common man, winning their support and thus leading to all round prosperity. They should always think of how much value they can add to their customers by being different in delivering goods and by being proactive in providing services. They should act as change catalysts in transforming the banking sector.
Conclusion:
It is rightly said, “If we don’t take care of our customers, someone else will.” It is the customer who gives us business. We would not be there if there were no customers. Therefore, is essential to find out the pulse of the customers to keep them in good homour for making businesses flourishing irrespective of sectors.
“We make a living by what we get; we make a life by what we give." - Winston Churchill
The End
“Emerald Management eJournals are unique in nature. They uncover what is neglected by others. ” M S Rao, Soft Skills
Dear All,
I am excited to share the successful entry of the above caption in the 'Emerald Management eJournals - Name change competition'. The above caption has been selected as one of the best entries by 'Emerald Management eJournals'.
I am excited to share the successful entry of the above caption in the 'Emerald Management eJournals - Name change competition'. The above caption has been selected as one of the best entries by 'Emerald Management eJournals'.
How to Handle Your Customers?
“60% of customers leave because of poor service, only 13% leave due to product dissatisfaction” – Michelson Associates.
Handling the complaints of the customers is a tough task. It is always easier said than done. It is always advisable to retain the existing customers rather than searching for new customers as the costs involved in creating new customers are higher. There is also a mistaken belief that customers leave because of availability of better products and features elsewhere. However the majority of the customers leave if there is improper treatment and inadequate service. Let us take a quick look at the ways and means to handle customers.
When you find customers coming out with complaints, you need to listen to them keenly first. Find out the real reasons and issues that pressed your customers. Find out what really they want instead of assuming their requirements. Unfortunately, during conversation people assume about what other person is going to say. Human beings love to talk more and listen less. But when it comes to handling customers it is necessary to listen to them closely and paraphrase the essence and then proceed with your responses.
It requires empathy where in you need to get into the shoes of your customers and find out their needs. It is essential to observe their body language as body language plays a crucial role in any communication. At the same time it is necessary for you to demonstrate positive body language to reach out to your customers. Simple signs such as nodding your head in acceptance of whatever they say would be of immense help.
Never have any pre-conceived notions such as customers always come out with complaints and they don’t appreciate your good work. Such an attitude will not help but harm your prospects of winning them.
In case of any conflict with customers, find out the issues involved rather than the individuals involved and also find out the behavioral aspects rather than personal aspects. People, in general, tend to convert the issues into individual’s behaviour thus aggravating the situation further. Every effort should be made to look at the issue purely from the perspective of the issue alone for resolving complaints and conflicts. Efforts must be made to minimize the conflicts through timely intervention and appreciating others’ perspective earnestly.
Continuous feedback is essential for improvement. Take feedback from your customers about improving services. Many ideas and solutions come from common people only not from the top. Make bottom-up approach rather than top-down approach in finding out the needs of the people as it helps in catering better services and products adding value to your customers.
If a customer is annoyed with your services, first step is to admit the mistake by saying ‘sorry’ as it immediately diffuses the situation and asking further ‘How can I help you?’. Demonstrate your willingness to serve with smile and resolve the problem. In brief, you need to possess three Ps - passion, patience and perseverance to handle and retain your customers.
Services sectors are growing rapidly and they are going to lead in future. Therefore, it is essential to emphasize on the needs of the customers. Companies should create customer-centric culture for retaining and expanding their customer base. Peter F.Drucker rightly said, “The purpose of business is to create and keep a customer.” Let us create more customers so that we can create more businesses for all-round prosperity.
The End
Handling the complaints of the customers is a tough task. It is always easier said than done. It is always advisable to retain the existing customers rather than searching for new customers as the costs involved in creating new customers are higher. There is also a mistaken belief that customers leave because of availability of better products and features elsewhere. However the majority of the customers leave if there is improper treatment and inadequate service. Let us take a quick look at the ways and means to handle customers.
When you find customers coming out with complaints, you need to listen to them keenly first. Find out the real reasons and issues that pressed your customers. Find out what really they want instead of assuming their requirements. Unfortunately, during conversation people assume about what other person is going to say. Human beings love to talk more and listen less. But when it comes to handling customers it is necessary to listen to them closely and paraphrase the essence and then proceed with your responses.
It requires empathy where in you need to get into the shoes of your customers and find out their needs. It is essential to observe their body language as body language plays a crucial role in any communication. At the same time it is necessary for you to demonstrate positive body language to reach out to your customers. Simple signs such as nodding your head in acceptance of whatever they say would be of immense help.
Never have any pre-conceived notions such as customers always come out with complaints and they don’t appreciate your good work. Such an attitude will not help but harm your prospects of winning them.
In case of any conflict with customers, find out the issues involved rather than the individuals involved and also find out the behavioral aspects rather than personal aspects. People, in general, tend to convert the issues into individual’s behaviour thus aggravating the situation further. Every effort should be made to look at the issue purely from the perspective of the issue alone for resolving complaints and conflicts. Efforts must be made to minimize the conflicts through timely intervention and appreciating others’ perspective earnestly.
Continuous feedback is essential for improvement. Take feedback from your customers about improving services. Many ideas and solutions come from common people only not from the top. Make bottom-up approach rather than top-down approach in finding out the needs of the people as it helps in catering better services and products adding value to your customers.
If a customer is annoyed with your services, first step is to admit the mistake by saying ‘sorry’ as it immediately diffuses the situation and asking further ‘How can I help you?’. Demonstrate your willingness to serve with smile and resolve the problem. In brief, you need to possess three Ps - passion, patience and perseverance to handle and retain your customers.
Services sectors are growing rapidly and they are going to lead in future. Therefore, it is essential to emphasize on the needs of the customers. Companies should create customer-centric culture for retaining and expanding their customer base. Peter F.Drucker rightly said, “The purpose of business is to create and keep a customer.” Let us create more customers so that we can create more businesses for all-round prosperity.
The End
Sunday, October 11, 2009
Prof.M.S.Rao’s Publication in The Times of India Newspaper
Dear Friends,
I would like to share the successful publication of my article titled “Enhancing Employability Through Soft Skills" vide link: http://timesascent.in/article/6/2009100420091004195854437654b1788/Enhancing-employability-through-soft-skills.html
The article is beneficial for the students who are looking for placements. You may post your comments directly on the post.
Regards,
Prof.M.S.Rao, India
Corporate Trainer in Leadership Development & Soft Skills
I would like to share the successful publication of my article titled “Enhancing Employability Through Soft Skills" vide link: http://timesascent.in/article/6/2009100420091004195854437654b1788/Enhancing-employability-through-soft-skills.html
The article is beneficial for the students who are looking for placements. You may post your comments directly on the post.
Regards,
Prof.M.S.Rao, India
Corporate Trainer in Leadership Development & Soft Skills
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