Personality Development & Communication

2. Definition - The totality of qualities and traits, as of character or
behavior, that are peculiar to a specific person.
TYPES :-
ANALYTICAL :
+ PRECISE, RATIONAL, ORGANISED
- CRITICAL, FORMAL, UNCERTAIN
AMIABLE :
+ COOPERATIVE, LISTENER, NEGOTIATOR
- UNDISCIPLINED, DEPENDENT, CONFORMING
EXPRESSIVE :
+ ENTHUSIASTIC, COMMUNICATOR, POSITIVE
- EGO CENTERED, EXPLOITIVE, REACTING
DRIVER :
+ PERSISTENT, INDEPENDENT, DECISION MAKER
- AGGRESSIVE, STRICT, INTENSE

3. I
N
T
E
R
N
A
L
Your
Strengths
Internal positive
aspects that are
under control
and upon which
you may
capitalize in
planning
Your
Weaknesses
Internal negative
aspects that are
under your
control and that
you may plan to
improve
E
X
T
E
R
N
A
L
Opportunities
in Your Career
Field
Positive external
conditions that
you do not
control but of
which you can
plan to take
advantage
Threats
in Your Career
Field
Positive external
conditions that
you do not
control but of
which you can
plan to take
advantage
The Behavioral Approach is
based on the concept of
explaining behavior through
observation, and the belief
that our environment is what
causes us to behave
differently.
TYPES :-
AGGRESSIVE – Being rude
ASSERTIVE – Being strict
without being rude
SUBMISSIVE – Being weak

4. Communication is the process to impart information
from a sender to a receiver with the use of a
medium.
PROCESS OF COMMUNICATION

6. BE WILLING TO LISTEN
HEAR THE MESSAGE
INTERPRET THE MEANING
RESPOND APPROPRIATELY
GOOD LISTENING SKILLS ARE THE SINGLE MOST
IMPORTANT ASPECT OF GOOD COMMUNICATION.
STAGES OF ACTIVE
LISTENING

8. To meet the challenges of professional life, one has to be familiar with many
skills to grab the attention of an interviewer, out of which INTERVIEW SKILLS
are the basic necessities to meet up the future challenges with success. Either
you are applying for a job or want to qualify an entrance examination for a
professional degree; you should have to be prepared in advance for an
interview.
BEFORE INTERVIEW
First of all, prepare your mind in advance, that you are going to have an
interview next morning. Relax yourself and do not get nervous, tense or tired
at any cost. Before going for an interview Learn about the company,
organization or educational institution and do some research in advance.
Prepare answers to typical questions -
1. What do you feel about our organization?
2. What are your weaknesses?
3. Why do you want to become a part of our organization?
4. Tell me about yourself and about your hobbies.
ON THE DAY OF INTERVIEW
Take a bath. Do not apply heavy makeup. Always carry a purse or a small
handy briefcase with you. Do carry your portfolio file. Dress effectively. Do
not eat anything containing garlic or onion in your breakfast. Arrive 15
minutes earlier to show your prompt and seriousness. DURING INTERVIEW
Start it off winner. Offer your hand and give a firm shake, else greet them
with your pleasant smile. Take a permission to sit on a chair. Show a positive
confident attitude and introduce yourself. Don’t get tense.

9. Be comfortable and face the interviewer effectively. Listen to their
questions effectively and answer it genuinely. Answer every question
with confidence. Have a proper eye contact towards your
interviewer. Remember that the interviewer might be more than one,
so keep your eye contact with every individual interviewer to make
them feel unique. Whatever you want to answer, speak clearly with a
normal tempo voice. Do not shout. Show your confidence level at
every moment of an interview. Show your certifications or
achievements only when they ask you to show. Always sit straight. It
might help them to analyze your personality and your traits. Use the
medium of answer, in which you feel comfortable. Remember to use
good grammar and strong vocabulary with neutral accent. Always
clarify your answer. Do not say Yes or No. Never complains about
your past organization or employees. While giving effective answers.
Do not argue and always give respect to your interviewer. Always
keep neutral thinking and try to mould your answer according to
your interviewer personality. Do not eat chewing gum, while
answering questions. If they give you a chance to ask any query or
question, only ask relevant question.
AFTER INTERVIEW with a pleasing smile, say thanks and ask about
the next step in the process. Follow up. Call them if you do not get a
call within a given time frame and don't forget to write a thank you
letter to an organization for taking out their precious time for your
interview.

12. “You Never Get A Second Chance To Make A Good First Impression.”
DO NOT ENTER THE
INTERVIEW ROOM WITHOUT
PERMISSION.
GREET THE INTERVIEWER.
SIT STRAIGHT. DON’T PUT
YOUR HANDS ON TABLE.
LISTEN TO INTERVIEWER.
DO NOT INTERRUPT.
TALK SOFTLY.
DO NOT ARGUE.
DON’T KEEP YOUR MOBILE
IN RINGING MODE.
DON’T FORGET TO THANK
THE INTERVIEWER WHEN
YOU LEAVE.
TAKE A SIT BEFORE YOU ARE
ASKED TO.
ARGUING WITH THE
INTERVIEWER.
MOVING YOUR BODY.
ANSWERING A PHONE IN
BETWEEN OF THE INTERVIEW.
ANSWERING LOUDLY OR IN
HARSH TONE.
CROSSING ARMS ON CHEST.
WAVING HANDS AS YOU
SPEAK.
SHOW SURPRISE OR
DISAPPOINTMENT.

14. A résumé also called curriculum vitae or CV, is a document that
contains a summary or listing of relevant job EXPERIENCE and
EDUCATION. The résumé or CV is typically the first item that a
potential EMPLOYER encounters regarding the job seeker and is
typically used to screen applicants, often followed by an INTERVIEW,
when seeking EMPLOYMENT.
RESUME MUST CONTAIN THE FOLLOWING POINTS
PERSONAL DETAILS
EDUCATION QUALIFICATION
PROFESSIONAL QUALIFICATION
EXTRA CURRICULAR ACTIVITIES
OBJECTIVE

15. Create a clear, concise career objective that is focused on prospective
employer's needs. Omit "I-centered" or obvious statements, such as
"where I can learn" or "which will enable me to advance." Prospective
employers expect you to want to learn and advance. Boldly saying so
simply starts your resume off with a "gimme" perspective and
emphasizes not what you can offer but what you expect to gain.
Advantages of Including a Career Objective
Developing a functional career or professional objective forces
you to think about what you want -- the particular type of
position or positions you'll seek, the specific skills or functions
you wish to perform, the size or locations of companies you'll
apply to.
A natural part of refining a career objective is thinking about
your strengths -- skills and abilities you have, functions you've
performed in jobs or activities -- and where and how you'd like to
put these strengths to work.
Once you've developed your objective, that objective will help
you focus the rest of the information you present in your resume.
Readers use this objective to match their needs with yours.

17. Do consider a bulleted style to make Your Resume reader-friendly.
Do keep your resume to one page.
Do consider a resume design that doesn't look like everyone else's
Do include as much contact information as possible -- any information that
would enable an Employer to reach you during business hours.
Do give your resume as sharp a focus as possible. Given that employers
screen resumes for between 2.5 and 20 seconds, you need a way to show the
employer at a glance what you want to do and what you're good at.
Do list your job information in order of importance to the reader. In listing
your jobs, what's generally most important is your position. Do list your jobs
in reverse chronological order.
Do avoid the verb, "Work" because it's a weak verb. Everyone works. Be
more specific. "Collaborate(d)" is often a good substitute.
Do quantify whenever possible. Use numbers to tell employers how many
people you supervised, by what percentage you increased sales, how many
products you represented, etc.
Do remember that education also follows the principle about presenting
information in the order of importance to the reader
Do realize that the phrase "References available upon request" is highly
optional because it is a given that you will provide references upon request
Do proofread carefully. Misspellings are deadly on a resume.

18. Don't leave out the locations of your past jobs (city and state). This
information is expected, but many jobseekers unwittingly omit it.
Don't use personal pronouns (I, my, me) in a resume.
Don't use justified text blocks; they put odd little spaces between
words. Instead, make your type flush left.
Don't ever lie on your resume.
Don't mix noun and verb phrases when describing your jobs.
Don't use expressions like "Duties included," "Responsibilities
included," or "Responsible for."
Don't include hobbies or other irrelevant information on a resume.
In most cases, they are seen as superfluous and trivial.

22. When you do use email, it is essential that you use proper
business communications writing skills.
•Use the appropriate "formula" for writing. For a good news
or request, use three paragraphs. The first paragraph must
contain the good news or request. The second paragraph
must contain the details; the last paragraph contains no new
information and is a courteous close.
•Use appropriate sentence structure, grammar, and
punctuation. Don't use "internet acronyms" such as LOL
(laugh out loud)! The communication can still send an
appropriately formal message, even though it is quicker than
a traditional printed letter.
•Don't lapse into informal writing techniques that you may
have learned when using chat rooms! This is not appropriate
for any business communication.

23. "Tone in writing refers to the writer's attitude toward the reader and
the subject of the message. The overall tone of a written message
affects the reader just as one's tone of voice affects the listener in
everyday exchanges"
Business writers should consider the tone of their message, whether
they are writing a memo, letter, report, or any type of business
document. Ultimately, the tone of a message is a reflection of the
writer and it does affect how the reader will perceive the message.
Be confident.
Be courteous and sincere.
Use appropriate emphasis and subordination.
Use non-discriminatory language.
Stress the benefits for the reader.
Write at an appropriate level of difficulty.

24. Your Street Address
City, State Zip Code
Telephone Number
Email Address
Month, Day, Year
Mr./Ms./Dr. FirstName LastName
Title
Name of Organization
Street or P. O. Box Address
City, State Zip Code
Dear Mr./Ms./Dr. LastName:
Opening paragraph: State why you are writing; how you learned of the organization or
position, and basic information about yourself.
2nd paragraph: Tell why you are interested in the employer or type of work the employer
does (Simply stating that you are interested does not tell why, and can sound like a form
letter). Mention specific qualifications which make you a good fit for the employer’s
needs. This is an opportunity to explain in more detail relevant items in your resume.
Refer to the fact that your resume is enclosed. Mention other enclosures if such are
required to apply for a position.
3rd paragraph: Indicate that you would like the opportunity to interview for a position or
to talk with the employer to learn more about their opportunities or hiring plans. State
what you will do to follow up, such as telephone the employer within two weeks. State
that you would be glad to provide the employer with any additional information needed.
Thank the employer for her/his consideration.
Sincerely,
(Your handwritten signature)
Your name typed
Enclosure(s) (refers to resume, etc.)

29. 1. Prepare yourself mentally.
2. Familiarise yourself with the room.
3. Check your preparations-ensure your notes and visual aids are in
order and all equipment is working.
4. Introduce yourself and explain your role.
5. Ask questions — for example, about their particular areas of
Interest and adjust your presentation in light of the responses.
6. Start your presentation with an overview of its structure and the
key points you intend to make.
7. Encourage questions.
8. Cover the key points in turn.
9. Speak clearly.
10.Build positive body language with a confident, open posture;
smile.
11. Talk to the audience.
12. Continually scan the audience, maintaining eye contact.
13. Use questions and names to recapture attention and involve
them.
14. Respond to the audience.
15. Finish the presentation with a summary of the key points;
stress the benefits of taking action.

30. Do:
• check your preparations
• involve your audience and respond to them
• project confidence and enthusiasm
• maintain eye contact
• deal with questions immediately
• establish the next step
Don’t:
• worry about being nervous — use it as a source of energy
• read from a script
• speak too quickly
• provide handouts until after the presentation

32. There Is Only One Boss - The Customer. Customer Can Fire
Everybody From The CEO Down Simply By Spending His/Her
Money Elsewhere.

33. Customer service
is a series of
activities
designed to
enhance the level
of customer
satisfaction –
that is, the
feeling that a
product or
service has met
the customer
expectation.”
Its importance
varies by product,
industry and
customer.

34. RESPONSIVENESS
BODY LANGUAGE
POLITENESS
RESPECT
FLEXIBILITY
ELEMENTS

36. Acknowledge the customer
Make eye contact
Greet the customer with Smile
Have a helpful attitude
Give full attention
Listen carefully
Have patience
If you can’t help, send them to
the right person who can
Understand customer’s real
need or problem
Use feedback and paraphrase
to clarify need
Apologize for any
inconvenience caused.
Use a pleasant tone of voice
Stay calm
Thank them
Ask the customer to visit
again.