MANAGEMENT                               Workplace                                    bullying                            ...
WISDOM CORNERquotable quotes   FAITH                                    CHALLENGE   No religious faith is loftier than    ...
EDITOR’S NOTE                         MAKING THE DIFFERENCE                         W                         With the ble...
Mail                                                                                                                      ...
A PROJECT OF LEADING EDGE TRAINING & DEVELOPMENT                                                                         P...
24                                                                        Reflections on succession planning               ...
COVER STORY                                     IJAZ NISAR                                     Compare the                ...
akistan is a country of di-P                                              we can see a trickle down effect of their     do...
COVER STORYlanguage, behavior and actions are eval-         novations even if it is not out of thin air.      Leaders in c...
1.                                                                             PASSION No trait is                        ...
COVER STORY                                  ON LEADERSHIP       SHAHID NAFEES                                      The wr...
like to dwell on the subject from purely ori-      Creating that type of ‘Yaqeen’ may not be         work environment.  en...
MANAGEMENT                                              imilar problems clustered under a     have victimized a succession...
cal, occurring in situations of real or per-        Classical tactics for a victims undermin-    Juniors for them are only...
INTERVIEW                              NABEELA MALIK        In an economic downturn, scope            for microfinance inst...
Mr. GHAZANFAR AZZAM                          Chief Operating Officer at Kashf Microfinance Bank, sports a dy-               ...
INTERVIEWAmerican scholarship as it was betterbeing the unique opportunity offering newdevelopments. So I went to Pennsylv...
Most of the bankers from commercial banking do not                                                 understand microfinance ...
COMMUNICATIONAre you shy?                          CONFIDENT? IMPATIENT?                                      The first man...
SONIA UROOJ        The writer is a communication trainer and consultant                     he world would be in utter   h...
2nd Issue by Manager Today Magazine
2nd Issue by Manager Today Magazine
2nd Issue by Manager Today Magazine
2nd Issue by Manager Today Magazine
2nd Issue by Manager Today Magazine
2nd Issue by Manager Today Magazine
2nd Issue by Manager Today Magazine
2nd Issue by Manager Today Magazine
2nd Issue by Manager Today Magazine
2nd Issue by Manager Today Magazine
2nd Issue by Manager Today Magazine
2nd Issue by Manager Today Magazine
2nd Issue by Manager Today Magazine
2nd Issue by Manager Today Magazine
2nd Issue by Manager Today Magazine
2nd Issue by Manager Today Magazine
2nd Issue by Manager Today Magazine
2nd Issue by Manager Today Magazine
2nd Issue by Manager Today Magazine
2nd Issue by Manager Today Magazine
2nd Issue by Manager Today Magazine
2nd Issue by Manager Today Magazine
2nd Issue by Manager Today Magazine
2nd Issue by Manager Today Magazine
2nd Issue by Manager Today Magazine
2nd Issue by Manager Today Magazine
2nd Issue by Manager Today Magazine
2nd Issue by Manager Today Magazine
2nd Issue by Manager Today Magazine
2nd Issue by Manager Today Magazine
2nd Issue by Manager Today Magazine
2nd Issue by Manager Today Magazine
2nd Issue by Manager Today Magazine
2nd Issue by Manager Today Magazine
2nd Issue by Manager Today Magazine
2nd Issue by Manager Today Magazine
2nd Issue by Manager Today Magazine
2nd Issue by Manager Today Magazine
2nd Issue by Manager Today Magazine
2nd Issue by Manager Today Magazine
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2nd Issue by Manager Today Magazine

  1. 1. MANAGEMENT Workplace bullying MOTIVATION Boosting self-esteem INTERVIEW Woman of substance Roshaneh Zafar COVER STORY BRIDGING THEwww.themanagertoday.com LEADERSHIP GAP
  2. 2. WISDOM CORNERquotable quotes FAITH CHALLENGE No religious faith is loftier than When you get into a tight place feeling ashamed of doing wrong and everything goes against and bearing calamities patiently. you, till it seems as though you n Hazrat Ali (A.S) could not hang on a minute Its faith in something and en- longer, never give up then, for thusiasm for something that that is just the place and time makes a life worth living. Oliver that the tide will turn. n Oliver Wendell Holmes n Harriet Beecher Stowe ATTITUDE COMMITMENT When one door of happiness Making your mark on the world closes, another opens; but often is hard. If it were easy, everybody we look so long at the closed would do it. But its not. It takes door that we do not see the one patience, it takes commitment, which has been opened for us. and it comes with plenty of fail- n Helen Keller ure along the way. The real test is The pessimist complains about the not whether you avoid this fail- wind; the optimist expects it to ure, because you wont. It’s change; the realist adjusts the sails. whether you let it harden or n William Arthur Ward shame you into inaction, or whether you learn from it; BELIEF whether you choose to persevere. There are two ways to slide eas- n Barack Obama ily through life: to believe every- thing or to doubt everything; COURAGE both ways save us from thinking. Courage is the ladder on which n Alfred Korzybski all the other virtues mount. To accomplish great things, we Clare Booth Luce must not only act, but also dream; Courage is going from failure to not only plan, but also believe. failure without losing enthusiasm. n Anatole France n Winston Churchill EXCELLENCE FORGIVENESS The secret of joy in work is con- Punish your servant, if he dis- tained in one word - excellence. obeys Allah, but forgive his dis- To know how to do something obedience to yourself. well is to enjoy it. n Hazrat Ali (A.S) n Pearl S. Buck
  3. 3. EDITOR’S NOTE MAKING THE DIFFERENCE W With the blessings of Almighty Allah, the second issue of Manager Today is in your hands right now. June has just begun; a month when mostly a large part of corporate sector reviews its year-long policies, strategies, fi- nancial statements and thus an annual report is made and presented to the entrepreneurs and top managers. Indeed, it’s a hectic time of the year as for the people who lead companies, organizations and various business concerns; it appears as a showcasing time of their employees’ year-long productive performance under their leadership, expertise and hard work. No doubt, everyone loves to be appreciated for one’s productive contribu- tion. But in the wake of current global financial crunch, managers are seen Ijaz Nisar trying to sustain their products and services. Editor-in-Chief But the dilemma with Pakistan is much severe as the country since its in- & CEO Leading Edge ception, has been facing leadership crisis in every sphere of life. Unfortu- nately, our nation has not been able to produce real leaders so far and due to the decades-long political instability, our economy is still lagging behind despite being blessed with plenty of natural resources and human re- source. Keeping the crisis in mind, this issue’s cover story comprises the char- acteristics of a true, sincere and competent leadership that our country re- quires in this hour of need. Be it a top manager or leader in a business hierarchy, the sooner these contemporary leaders adopt these traits the better it will be for the future of their businesses and consequently for our country. Our second article on the cover story represents Allama Iqbal’s philosophy on leadership. His philosophy can be applied universally which addresses the leadership problems of modern age. We are sure that this ar- ticle will be inspirational to many of our readers. We also have included three wonderful business leaders’ interviews in this issue. Get to know our woman of substance Ms Roshaneh Zafar, Founder and President of Kashf Foundation this month. Another interview of a dynamic personality, Mr Ghazanfar Azzam, COO, Kashf Microfinance Bank appears on our Man- ager’s interview pages while the unique perspective of Entrepreneur ,Mr Farrukh Salim, CEO, Hush Puppies makes his interview a memorable one for you all. The rest of Manager Today’s content has been selected to address the ac- tual issues faced by most of the managers these days. Workplace bullying, anger management, ideas for recession proof businesses, a reflection on succession planning, sales success, customer care, career counseling and several other interesting and useful articles have been included. For your delight, we have not missed to include a movie review besides a comment on an interesting book in this issue. We hope you will appreciate our ef- fort. Please keep us updated with your feedback and don’t miss the next issue’s must-read cover story, ‘Emotional Intelligence Skills for Managers’. Wish you a happy reading till next issue.
  4. 4. Mail Box et me avail the opportunity to pay spe- anager Today is a new idea to im- eing a student of HR, ManagerL cial thanks for publishing ManagerToday, a great supplement for the stu- M part training and improve profes- sional skills out of classroom. It is a B Today is of great importance to me. The way you are instilling a new soul indents of business studies. It’s a consider- sincere effort on your part to cover all HR people for the accomplishment ofable addition in library collection of the areas from leadership development to their personal & professional goalsPunjab University. marketing and sales development. It feels through your rich knowledge and experi-Ch. Muhammad Hanif great to see that the area of human re- ence in this particular field is highly com-Chief Librarian, Punjab University. source management and development mendable. I hope Manager Today will---------------------------------------------- has been given prominence. It will surely keep us engaged and up to date with he headquarters of Pakistan Civil Avi- help enhance the personnel as well as the core issues and latest develop-T ation Authority is thankful for the com-plementary copy of Manager Today. It’s professional life of the readers. I would love to be a regular reader of this maga- ments in our field. Keep it up. Anjumtruly Pakistan’s first magazine for the per- zine. Emergency Program Managersonal and professional development of Tariq Naseem Earthquake Response Programour people. We appreciate your contribu- SVP/Head Establishment Abbottabad.tion and services to HR field. The Bank of Khyber, Peshawar.Masood-ur-Rehman ---------------------------------------------- orn and bought up in London, I haveG.M HRHeadquarters P lease accept my heartiest congratu- lations on this great achievement of B completed 18 years working in corpo- rate world around three continents,Civil Aviation Authority, Karachi. publishing such an enlightening educa- presently serving at the helm of Serena---------------------------------------------- tional and supportive magazine. All the Hotels countrywide sales and marketing felt great happiness to see the first topics I went through inspired me a lot efforts. As I walked into my office yester-I issue of Manager Today. At last, theneed for establishing HR departments in making me read the magazine thoroughly. No doubt this magazine will enhance the day I was greeted by a decent envelope. Upon opening the package, I caught theorganizations is being recognized in Pak- professional skills. By introducing such an first glimpse of ‘Manager Today’. I mustistan. This realization will reshape the or- essential magazine you’ve fulfilled one of admit that my schedule did not allow me toganizational performance altogether. I the social responsibilities. I must thank read the entire contents, but I found it verycongratulate the whole team of the mag- you for your great efforts to bringing up hard to put the magazine down. What aazine and wish them great success in the the middle managers helping them meet breath of fresh air! I felt obligated to ink myventure. the upcoming challenges in their compa- feelings. I congratulate you in pioneeringS. Tanveer H. Kazmi, Manager (HR) nies. Wish you all the best. something that was really required in ourMurree Brewery Company Limited, Aneela Sameer,Manager Publicity, country. Please do convey my profound re-Rawalpindi. Diamond Jumbolon, Johar Town, gards to every member of your team,---------------------------------------------- Lahore. along with heartiest congratulations on anager Today comprises very inter- ---------------------------------------------- producing such a wonderful product.M esting and useful content, coveringall the issues and challenges of manage- P lease accept my heartiest congratu- lations and best wishes on launching Raja Nayer Zaman Director of Salesment practices. Many congratulations on Manager Today. I feel honored to receive Serena Hotels, Faisalabad.reaching this milestone. the first issue of such an outstanding ----------------------------------------------Dr Mirza Dilshad Baig magazine.Head Organizational Development Amir Faisal HashmiManagement, HR Group Country Human Resource Manager INSPIRED?Allied Bank, Karachi. The Coca-Cola Export Corporation MOTIVATED?---------------------------------------------- Pakistan Branch. DID YOU LIKE WHAT must appreciate the bold and timely ---------------------------------------------- YOU READ?I endeavor you have undertaken. MayAlmighty Allah helps and blesses you and T he magazine is fabulous and contains tips to enhance personal and profes- If you find ManagerToday inspirational for the personal and professional development, doyour team with the best of health, pros- sional development. I wish you best of luck. inform us. You can also contribute with yourperity, peace and courage. May it becomes a success story very soon. articles, suggestions and recommendations at: ijaznisar@gmail.comDr Shahid Mahmood Syed Zakir Hussain editor@themanagertoday.comDirector Ph.D. Program Incharge Corporate HR Dept. www.themanagertoday.comUniversity of Central Punjab, Lahore. Descon Engineering Ltd., Lahore. Ph: 042 5792066---------------------------------------------- ---------------------------------------------- Don’t forget to mention your full name, postal address and phone number.
  5. 5. A PROJECT OF LEADING EDGE TRAINING & DEVELOPMENT PCPB # 303-M ManagerToday CONTENTS 08 Bridging the leadership gap Compare the productivity and morale of a workforce that is encouraged and supported in finding the rare work- life balance with those of a dispirited workforce where work-life balance is not a consideration. You’ll see the 12 difference. The approach ‘take no prisoners’ is a valued management style which every great leader implements in his/her organization Iqbal on leadership Qaht-ur-Rijal is an Urdu word that describes the absence or 14rarity of men of caliber in a society. This ‘Qaht-ur-Rijal’ is one of the basic causes of leadership crisis and decline of Muslim Ummah 16 Workplace bullying Job responsibilities are structured sets of problems required to be solved persistently Interview 20 In an economic downturn, scope for microfinance institutions increases more: Ghazanfaar Azzam Are you shy? Confident? Impatient? The first man had nothing but his instincts and his body to communicate with. Perhaps those were the first signs of body languageEditor-in-Chief Ijaz Nisar Managing Editor Shakil A. Chaudhary Editorial Advisor Shakeel AhmedSenior Editor Kahkashan Farooq Baig Editor Nabeela Malik Associate Editor Saba Kiani Art Director Faiz-ur-RehmanMarketing Manager Munir Hussain Marketing Executive Sajjad Latif, Hassan Yaseen Operations Manager Muhammad YasirSales Manager Haseeb Nisar Photographer Kamran Legal Advisor Muhammad Zulfiqar Ali Buttar
  6. 6. 24 Reflections on succession planning Succession is more important than ever; it’s also the most neglected responsibility of the 26 corporate boards Boosting self-esteem 30 Positive self-esteem in the workplace nurtures creativity and healthy work practices Woman of substance 34 Trust your own self and also trust the people around. There is no reason to doubt every phenomenon New rules for finding your path Are you looking for the six rules that govern 38 career paths, wage levels and the nature of managerial work in today’s post-corporate world? Here we go Interview 44 I would request our government to pay attention to shoemaking industry because of great employment opportunites it offer: Farrukh Salim An exemplary educationist 48 The key to success and excellent performance is that one should always be producing results One-minute customer 54 In a matter of 45 to 60 seconds, he managed to bring forth small details of good customer service Healthy food practices Although this term has not been commonly used to describe health in years past, sustainable health is a growing movementPublisher Leading Edge Printer Naeem Qasim Printers Head Office PL-20 Siddiq Trade Centre, Main Boulevard, Gulberg II,Lahore Tel: 042-5792066, 5817048 Email: info@themanagertoday.com Website: www.themanagertoday.com,www.leadingedge.com.pkContributors Dr. SM Naqi, Maqbool Ahmed Babri (Max), Masood Ali Khan, Bakhtiar Khawaja, Saghir Ahmad, SoniaUrooj, Wali Muhammad, Ghazanfar Azzam, Shahid Nafees, Muhammad Zaheer, Bilal Ilahi, Philip Lal
  7. 7. COVER STORY IJAZ NISAR Compare the productivity and morale of a workforce that is encouraged and supported in finding the rare work-life balance with those of a dispirited workforce where work-life balance is not a consideration. You’ll see the difference. The approach ‘take no prisoners’ is a valued management style which every great leader implements in his/her organizationleadership Bridging the8 MANAGER TODAY | June - July 2009 gap in pakistan
  8. 8. akistan is a country of di-P we can see a trickle down effect of their does what is the motive of the organi- chotomies and contradictions, an traits and good policies in effect in an zation’s existence, its purpose, its rea- enigma in South Asia. At first organization. We must keep in mind son for being there, etc. These leadersglance, Pakistan should be at the fore- that our employees are not only work- invest in building a focused and value-front, a leader amongst its fellow coun- ers like machines but they are humans based demographic-driven organizationtries. According to the World Bank as well. We need leaders who believe from top to bottom.report, “Pakistan today is South Asia’s and embody the true concept of leader- We need leaders who communicatemost open economy.” However, despite ship. They must reflect from the lan- proficiently with the people of their or-her apparent strong economic and so- guage they use and their actions must ganization the clientele and the massescial indicators, things are not as positive show that leadership is a matter of how keeping in mind the frame of referenceas they appear. things should be done. It’s not about of their target audience. Such leaders We have sufficient natural resources tackling things only after the situation when they communicate are heard byand more than sufficient human capital. becomes worse. It’s the stature and their audience. Each and every word ofSo what do we need actually? We need their communication is valued and ap-good leaders at all levels, especially at preciated. No doubt, the effective use ofthe organizational and national levels as Bringing hope and language is one of the most importantit’s the leaders’ vision that matters the unity within the skills a leader of future outlook shouldmost for a country or an organization. be perfect in. His one word, one sen- All of us face the challenge of leading organizations, tence or one paragraph all must be con-in an era of discontinuity and ambiguity enterprises and necting, helping, inspiring, and beingfar greater than it was 10 or 20 years different sectors will heard by the people on large scale.ago. All of us should try to be prescient create an overall We need leaders who are masters inin a rapidly changing world as we try to the art of listening, who practice thepeer into the future for better planning positive impact. rule of thinking first and speaking in theand maximum benefits. By now we Leaders possessing last. Leaders who are healers and uni-should be wise enough to idealize the such a dynamic fiers listen to employees complaintsqualities of the people who can lead us peacefully, build consensus, appreciateagainst the backdrop of the current sit- personality traits are differences, find common concepts,uations of our times and the challenges necessary to solve the common language, and commonahead. problems and meet the ground to create harmony among em- As we come closer to the fiscal year ployees of his/her organization.of 2009-2010, which qualities do we challenges of our time. We need leaders who in their ownneed in our leaders now more than We do have leaders but lives try to keep a good work-life balanceever? Whatever the organization or the these necessary traits and make this balance a reality in thesector is, I propose that this is the high are lacking in them. lives of their people as well. It may ap-time when our masses need real lead- pear as an unrealistic ideal in today’sers who nurture and live according to tough work environment but it’s quitethe high values of life, capable enough to character of the leader that determines workable. Compare the productivity andunify people and heal the hurts of those the performance and results. morale of a workforce that is encour-who have been oppressed since incep- We need leaders who firmly believe in aged and supported in finding this raretion of this country. Bringing hope and the idea of considering employees as work-life balance with those of a dispir-unity within the organizations, enter- the greatest asset of an organization, ited workforce where work-life balanceprises and different sectors will create and they must demonstrate this belief is not a consideration. You’ll see the dif-an overall positive impact. Leaders pos- by their policies thus making it a reality, ference. The approach ‘take no prison-sessing such a dynamic personality not a slogan. These leaders build a richly ers’ is a valued management style whichtraits are necessary to solve the prob- diverse organization through powerful every great leader implements inlems and meet the challenges of our representation of their beliefs at every his/her organization.time. We do have leaders but these nec- level. They have a realization of the enor- Most importantly, we need leadersessary traits are lacking in them. mous opportunities that rapidly chang- who share success widely while accept- Furthermore, we need such strong ing demographics present in a society. ing responsibility of shortfalls and fail-leaders who can become role models We need leaders who help clarify the ures. Such leaders have made strictfor the people playing the second lead at concept and language of the ultimate standards of evaluating their own per-every level of an enterprise. Only then mission of an organization: whatever it formance, fully knowing that theirwww.themanagertoday.com June - July 2009 | MANAGER TODAY 9
  9. 9. COVER STORYlanguage, behavior and actions are eval- novations even if it is not out of thin air. Leaders in companies, corporations,uated against their self-proclaimed val- However, leading creative people in this banks, industries, academic institutionsues and principles. age of diverse work arrangements and and the government have already cho- What is the secret to building a great electronic relationships require from sen to follow the unusual people whoorganization? How do you sustain con- leaders themselves to be significantly in- can revive and restore vitality and op-sistent growth, profits, loyal clientele, will- novative. The secret, I believe, lies in how portunity in their relative fields. Once aing employees, unique contribution and individual leaders in variety of settings leader commits to a new way of dealingservice in an uncertain economy that can make room for people with unusual and with creative people, the process can beliterally change overnight? And how do creative abilities and temporarily become defined quickly. It can be called a searchyou build a culture of commitment and followers themselves. for beneficial surprise. Traditional edu-performance when the notion of loyalty Creative persons stand out from the cation does not prepare us for this.on the part of customers, employees, rest of us. Somehow, their contributions Though familiarity with technology helpsand employers seems like a quaint affect large groups and move organiza- us deal with such a search, all the tech-anachronism? tions towards improvement. I call them: nology in the world will not help us dis- The answer lies only within these two ‘explorationists’ (the most creative peo- covering the knowledge of ideas,words: be yourself. ple in an organization). Yet they function experiments, failures, and successes That is both a simple yet extremely dif- for the most part, being outside or away that we will be requiring on advent of aficult goal. It means spending lesser time from their organizations. They work in all venture.by benchmarking a best practice and kinds of places: in cafes, airports, at If we want to find new sources and per-spending of extra time for building an or- home and they benefit from their unusual spectives, there come two questions which, if thoughtfully considered, are likely to yield good results. The first looks at innovation from a leader’s point of view The things that will destroy us are while the second arises from the view of knowledge without character, creative persons. worship without sacrifice, politics A leader will be careful about measur- without principles and leadership ing the contributions of creative persons. Return on assets has become a Baal in without integrity Quaid-i-Azam too many organizations. All things cannot and must not be quantified. Financial and legal matters are truly important but they do not lie at the heart of our future.ganization where personality counts as relationships with the organizations they Resist the urge to structure all thingsmuch as quality and reliability. It also join. They often have odd reporting rela- alike.means cultivating an ability to embrace tionships but somehow they instinctively We also need to keep in mind that mov-paradox. insert themselves into organizations ing up in the hierarchy does not confer Shakespeare in King Lear tells us that wherever they are needed. competence or wisdom. The discern-nothing comes from nothing. So do sci- The changes and innovations they bring ment and judgment necessary to evalu-entists, for that matter. Everything in this about are often more like giant leaps ate true innovation, to doom or give lifeworld exists already; whatever seems than the small steps most of us experi- to good design or breakthroughs in tech-new is only something old re-arranged. ence frequently. They think of the world nology lie with people trained in thoseSo how do we explain innovation? in larger terms. They work for institu- fields. Innovation is a form of change. Though, tions or societies or culture or greater Creative persons come in all shapes,our culture welcomes change to some ideas for mass effect, not for individuals. sizes, and fields: from graphic design andextent, but people proposing it, as you Their creativity comes from the novel architecture to software design andmight expect, often run into barriers. As connections they establish between their human resource. The best are volun-our society has become more complex work and personal and professional ex- teers. They can find work almost every-we find important segments of it becom- periences and observations. They are where and they gauge the quality of theiring larger, more structured, more bu- usually curious and look for a field where leaders as a way of deciding where theyreaucratic, less nimble and less they can satiate that curiosity. Leaders will contribute. Leaders make it possiblehospitable to non-conformists and peo- can work to bring these special and cre- for creative persons to make somethingple of unusual ideas. Leaders can help ative people forth to have an impact upon out of nothing---nothing, that is, but ex-these unusual people bring forth their in- the efforts of a group. pressions of themselves. n10 MANAGER TODAY | June - July 2009 www.themanagertoday.com
  10. 10. 1. PASSION No trait is 6. INNER PEACE The most more noticeable in the top successful leaders ap- business leaders than the pear to be least stressed. passion they share for their poli- They are composed, self-assured, cies and their companies. Quite and more in harmony than most simply, they love what they do. of the managers. 2. INTELLIGENCE AND 7. CAPITALIZING ON CLARITY OF MIND FORMATIVE EARLY LIFE Most successful business EXPERIENCES The study leaders are highly intelligent. Some found that these leaders believe in of their intelligence is clearly the the idea of capitalizing on their kind of raw intellectual horse- formative, early life experiences. power that is innate. However, They believe as people cannot de- equally as important as their na- cide who their parents are, what tive smarts is their ability to make order they are born in, or what the complex seem simple. economic stratum they grow up in 3. GREAT COMMUNICA- but they indeed can control what TION SKILLS One of the they make out of their early life ex- common traits among perience. the 50 business leaders identified 8. STRONG FAMILY LIFE by this study is ability to communi- Comparatively, the di- cate well. best business leaders ef- vorce rate among man- fectively explain business agers is higher. However, it is fundamentals, strategy, alterna- almost zero in case of top class tives and a course of action in business leaders. Many of these ways that tap the employees’ leaders cite their intelligent efforts sense of understanding. to balance a strong family life with 4. HIGH ENERGY LEVEL their work and most importantly On an average, the world- the quality of objective advice they class business leaders get from an intelligent spouse as work more than 65 hours a week. key ingredients in their success. The line between their work and 9. POSITIVE ATTITUDE As private life is more blurry. The a general rule, these peo- physical strain of developing strat- ple tend to look at chal- egy, forging consensus, making de- lenges as opportunities and seek cisions, building a management to make the best out of difficult sit- team, dealing with regulators, uations. Their outlook and commit- communicating with institutional ment to capitalizing rather than investors, lobbying the govern- punishing mistakes help give em- ment, traveling – all that require ployees a sense of responsibility. an enormous amount of stamina 10. FOCUS ON DOING I t is an interesting question for many academicians, that seem to be not so enormous THE RIGHT consultants and practitioners of management that to these leaders as they enjoy high THINGS The great whether the successful business leaders possess dis- energy level sprouting out of their business leaders achieve their re- tinct personality traits or simply they are like other man- innate ceaseless enthusiasm. sults by focusing on the right agers, maybe with more drive for achievement and luckier 5. EGOS IN CHECK When things throughout the day that in- than others. If they possess distinct traits, how distinct are you are the ultimate boss, clude: they and whether is there any commonality in the person- it is tempting to take credit • living with integrity and leading ality traits of business leaders across the world? Based on for the success of your organization. by example. the study of 50 top world-class business leaders, Thomas In contrast, the best of business • developing a winning strategy or Neft and James Citrin clarified many of these issues. They leaders are humans of small egos. a big idea. found the best of world business leaders possess some Being quite humble about what they • building a great management distinct traits and there is commonality in these traits have accomplished, they give credit team. across the business leaders. They also identified ten traits of hard work, good timing, a healthy • inspiring employees to achieve these leaders seemed to hold in common and presented dose of luck to the efforts of all staff greatness. them in their book titled Lessons from the Top, published in members and colleagues for the • creating a flexible but responsi- 2001. These ten traits are: success. ble organization. nwww.themanagertoday.com June - July 2009 | MANAGER TODAY 11
  11. 11. COVER STORY ON LEADERSHIP SHAHID NAFEES The writer is a senior training manager in Bank Alfalah Qaht-ur-Rijal is an Urdu word that describes the absence or rarity of men of caliber in a society. This ‘Qaht-ur-Rijal’ is one of the basic causes of leadership crisis and decline of Muslim Ummah. Leadership crisis is also re- sponsible for institutional or national decline. Leadership aims at harnessing the potential of people, creating synergy and building effective teams. It is the driving force that synergizes the masses and determines their place in con- temporary history of nations or institutions. For leaders, it is their steadfastness and ability to actualize and use the hidden talent of people that determines their own stature. A society is never devoid of people of wisdom and leadership qualities but they fail to break the mold or to bring about any material change because either they are few in numbers or they themselves lack something somewhere. All eminent authors who have written books on Lead- ership and similar topics provide good amount of insight into such shortcomings. Here, I would12 MANAGER TODAY | June - July 2009 www.themanagertoday.com
  12. 12. like to dwell on the subject from purely ori- Creating that type of ‘Yaqeen’ may not be work environment. ental & poetic perspective. easy but with commitment and right ap- B) Element of excellence: Maulana Altaf Hussain Hali in his Mu- proach, this is something achievable as i. That his objectives in life are not saddas and Allama Sir Muhammad Iqbal in well as inevitable. mean or ordinary. his Shikwa and Jawab-e-Shikwa have beau- 2. Amal Paiham mean ‘perpetual strug- ii. He is high-looking and is focused on tifully highlighted the reasons of such gle’. It suggests that: something big and worthwhile. paucity of leadership that has ultimately re- e. We should never be complacent. iii. He does not involve himself in small sulted into decline of Muslim Ummah. In- Not even when we have achieved talk, small thinking and trivialities. depth study of these two poems gives us a our goals. C) Element of virtue: comprehensive reformatory plan in situa- f. We should always stay proactive i. He is a man of virtue. tions of distress like that of ours. I recom- and shun passivity. ii. He himself enjoys self-esteem and mend to the readers to study these poems g. We should not remain inactive, cares about the esteem and re- and find out for themselves the plan that is naïve or dull. spect of others. thought-provoking as well as interesting. No doubt that thinking, especially this iii. Obstacles in his way cannot diffuse There are two famous verses of Allama right thinking is very important in deter- his passion. Iqbal in which he describes the essential el- mining the direction and goals but nothing 5. Sukhan Dilnawaz: In literal sense ements of leadership. Missing out these el- can be achieved merely by thinking. It is al- ‘sukhan’ means conversation or talk ements will bring us nothing but ‘leadership ways action that transforms the societies but we know now that the ways to talk crisis. and brings about change. are diverse and multiple. This phrase In one of his verses he says, 3. Muhabbat Fatah-e-Alam: Fatah-e-Alam therefore includes all types of commu- “Nigah Buland, Sukhan Dilnawaz, Jaan is described as an adjective of Muhab- nication. Dilnawaz means beautiful, at- Pur Soz, bat- ‘the love’. It means that love and af- tractive or appealing. Iqbal most Yehi hai Rakht-e-Safar Mir-e-Karwan ke fection, and similar good feelings are probably has picked up this phrase liey” such a strong quality that they can win from Quranic words of ‘Qooloo Linnas- At another place he says, over the whole world. It is love and care e-Husna’. It means when you commu- “Yaqeen Mohkam, Amal Paiham, Mo- shown for others that wins their nicate with people, do it beautifully (and habbat Fateh-e-Alam, hearts. So the third element of this artfully). This attribute of Mir-e- Jehad-e-Zindagani mein hain yeh Mardon recipe is love, care and compassion for Karwan or leader makes it imperative ki Shamsheeren” others. This is how we can win over on leaders to learn the art of commu- Taking cue from these two verses we find other people and create win-win situa- nication. He should communicate with six elements that help us in meeting the tions. others in a way that is appealing, beau- challenge of leadership crisis. It suggests We know that humility breeds love and tiful and interesting. developing the right traits in ourselves as arrogance breeds hate. That is why arro- 6. Jaan Pur Soz: In Iqbal’s poetry ‘Soz’ well as in those whom we can influence. gant people always infuse hate amongst means ‘Ishq’ that includes passion and Stephen Covey has given the world an ex- others and humility results into feeling of compassion. He strongly believes that cellent book on 7 Habits of the most influ- love and attachment. it is the dearth of passion, compassion ential people. I wonder if following this set of 4 Nigah Buland: This is a very compre- and dearth of Ishq that has done a hor- six elements of leadership highlighted in hensive phrase that encompasses: rendous damage to Muslim Ummah. these two verses carries any less weight. A) Element of being a visionary: Ishq and Janoon for Iqbal, mean doing 1. Yaqeen Mohkam means an unflinching i. That a person has a vision of the ul- something with highest degree of zeal belief. This includes: timate of his endeavors. and enthusiasm; to put heart and soul a. Having ‘Self-belief’ ii. That he sees himself and his or- in something. He believes that unless b. Developing ‘Trust’ ganization at an appropriate level in we put our hearts and souls, unless we c. Believing in Values and inculcating a short-term and at a relatively far- work with Ishq and Janoon we cannot a Value-based Culture ther future. achieve our goals of personal and in- d. Having ‘Faith’ in Allah and things or- iii. That he enjoys clarity of thought stitutional excellence. dained by Him. about all his ideas, efforts, mission It is time for us to find out where we are Impossible things become possible when and strategy. losing ground with respect to these at- ‘Yaqeen’ comes into action. To me, the two iv. That he is focused and this focus tributes essential for our personalities main problems in our personality are that does not dilute at any stage of his and that of our leaders. Excellence, we do not believe: neither in ourselves nor endeavors. whether it is personal or institutional or in others. We can call it a state of ‘Trust The concept of being visionary also national, will be a far cry if we fail to ac- Deficit’. Yaqeen Mohkam can certainly and means that he has the ability to foresee the quire these leadership characteristics de- most effectively counter this ‘trust deficit’. opportunities and threats that lie at his fined by Iqbal. n June - July 2009 | MANAGER TODAY 13www.themanagertoday.com
  13. 13. MANAGEMENT imilar problems clustered under a have victimized a succession of employ- WALI MUHAMMAD The writer is an Islamabad-based corporate trainer S variety of designations constitute the functional hierarchy of an or- ganization. The meekest of employees to ees. Their vainglorious self-perpetuating manners cause devastating blows to the organizations talent pool and gnaw at its the CEO, all human resources strive to very ability to achieve its cherished goals. deal with their given share of problems. Bullying is a repeated pattern of pro- Their individual success rates determine voked, unwelcoming, hostile behavior that the extent of entire organizational output. intentionally inflicts or attempts to inflict in- Facing the ad infinitum performance jury, insult, hurt, humiliation or discomfort. Job responsibilities are challenge of modern day competitive envi- Targeted, persistent bullying, most often structured sets of problems ronment “workplace bullying” appears as a progresses to the ultimate painful conse- required to be solved black hole in an organization and gulps its quence of perpetual state of depression, persistently human resources ability to perform ef- serious social, family and health hazards fectively. Many dysfunctional companies for the victim.Workplace can be traced back to chronic bullies who, under the guise of tough management, From the physical hounding in the school yards, workplace bullying goes psychologi-Bullying14 MANAGER TODAY | June - July 2009 www.themanagertoday.com
  14. 14. cal, occurring in situations of real or per- Classical tactics for a victims undermin- Juniors for them are only to be seen not ceived imbalance of power. It can be a dif- ing include not providing a clear job de- heard. ference in personality – one person more scription (a deliberate strategy to make Workplace bullying is definitely a no-win dominant than the other, command of lan- the role unclear), devaluation of role by tak- situation. It is not only damaging for the guage – one person with a sharper ing away important and interesting tasks employees being bullied and their families tongue and quicker wit than the other. Psy- replaced with menial tasks. but the business bears its cost through in- chological bullies deploy tactics of mali- Threats of dismissal are typical at Asian creased leave and tardiness, reduced effi- cious teasing, name-calling, hurtful organizational scene, where the organiza- ciency and productivity, low morale and personal remarks, and cunning deflation tion itself bullies its employees. high turnover. of competence by strategies such as iso- Behavioral repertoire of bullies cuts Good intentions are obviously not lation, humiliation, excessive supervision across a variety of patterns. They may be enough to escape this quagmire. Suc- and denial of employee rights. differentiated accordingly. cessful man is one who finds out what is The situation is insidiously convoluted on Some mastering the blame game, are the matter with the business before his the domestic organizational scene, blem- experts at conjuring thoughtful and caring competitors do. Prevention is any organi- ished by little awareness and practice of public appearances. They are calculating, zations best strategy against bullying. This employee rights, scanty legislation and scheming and deceitful deep down. Suf- can be achieved through a three prong diminutive law enforcement. Victims keep fering from narcissistic self-love and con- strategy. suffering in silence for the fear of losing vinced of their exalted abilities, they blame FIRST STEP is drafting an anti bullying their jobs. Bullies thrive on the victims ex- everyone but themselves for their mis- policy that clearly spells out bullying be- tended insecurities. takes. Even their victims are charmed by haviors. Every member of staff must be Bullying usually starts slowly and then es- their nice manners. ‘I was thinking about provided with a copy and the policy should calates rapidly. Hallmark of a bully is double you’ is their favorite sentence before deliv- be updated regularly. bind communication - where the verbal ering devastating criticism to their victims. SECOND STEP adequate mechanisms content of the message does not coincide with the body language or two conflicting As I entered bosss office, he sat there with manager ideas about the same subject are pack- of administration department. I thought maybe it was aged in an apparently coherent verbal message - all to confuse the victim. Addi- not the right time to be around, so I said, "I may come later". tional signs are extensive use of negative But he insisted, I should tell him about my progress. As I body language such as eye rolling, eyebrow began, he quickly picked up small gaps and started spitting lifting, heavy sighs, finger gestures, shoul- fire right away. I felt I was made to go naked in public. Next der shrugging and arm movements. Bul- day he told me that such lessons will help me progress in lies get away with their conduct by making victims feel, its their fault. my career. (A victim) Nitpicking - finding out constant small faults in victims work with a flagrant dis- regard of any achievements is one of the Opportunistic bullies are extremely ca- must be drawn to report the bullying be- favorite strategies of bullies. Their con- reer-oriented and if anything comes in havior. This may include nominating a con- stant unjustified criticism eventually con- their way they use every ploy to eliminate it. tact person for reporting, a system of vinces victims that they are no good. They are highly competitive and manipu- mediation, investigation and sanctions be- Belittling tactics are also some sure late circumstances to achieve their ends. cause policy does no good unless enforced ways to devastate victims. Self-preserving bullies are insecure, properly. Isolation is being ignored, ostracized and loyal only to the agenda of personal sur- THIRD STEP is compulsory training for given the silent treatment during the team vival. Utmost authority orientation is their managers, human resource staff dealing meetings while offering less lee way or flex- cornerstone. They go any length to ap- with bullying complaints, the contact peo- ibility to the victim. pease their superiors though absolutely ple and all the general staff. Training must Systematic incapacitation is extreme flip side of coin to subordinates. In the adequately address the intricacies of as- level of manipulation where the victim is in- name of system they bash their juniors sertive communication skills required to tentionally excluded from essential infor- with no holds barred and hate to see any become an effective team player rather mation, or misinformed of the workplace initiative coming from them. This simply than a starving slave runner. developments, called upon in meetings at provokes their internalized insecurity that Even the bullies just like their victims may odd times, issued written complaints, and they relieve by searching and advertising become valuable human resources; they communicated through sticky notes, in- their constituents weaknesses and find- must be identified and helped before they stead of personal meetings. ing creative ways of demeaning them. bring the organization to a grinding halt. n June - July 2009 | MANAGER TODAY 15www.themanagertoday.com
  15. 15. INTERVIEW NABEELA MALIK In an economic downturn, scope for microfinance institutions increases more: –GHAZANFAR AZZAMThose persons in the government who do have anunderstanding of capital generation and realise thatmicrofinance plays a pivotal role in economic and socialdevelopment of any country, they encourage itQ Please give an introduction of your academic profile and thebeginning of your professional career. nies in our trainings. It proved very suc- cessful as this exercise gave our employ- ees a fair chance of sharing their I did graduation in Commerce from Pre- knowledge and experience with traineesmiere College, Karachi and joined Habib coming from other institutions.Bank Limited (HBL) as a probationer offi- With passage of time, our trainings be-cer. Banking appealed to me much but a came very popular among different com-feeling of incomplete education remained panies. Many banks became our regularwith me even being on the job. So I ap- clients including Bank of America, Citypeared in professional exams and com- Bank, Faysal Bank and Indo-Swiss Bank.pleted DIBP. Seeing my interest in teachingand training, I was invited to the HR traininginstitute of HBL in Peshawar which I joinedimmediately. Q Please share with us the fac- tors you focused on to excel in your profession? There I along with others started con- Although I was working successfully, Itacting private corporate sector. It was the started feeling lack of experience of inter-time when private banks were again being national level because the people I was in-nationalised and training was absolutely a teracting with had vast exposure ofnew institution. At start, we could find only international companies and banking.ten to fifteen nominations from our own Thus, I applied for Chevening Scholarshipbank. Getting a good number of trainees and also the American Fulbright Program;proved really difficult. Thus, we started invit- luckily, I was shortlisted for both scholar-ing other banks and multinational compa- ships. On my own discretion, I went for the16 MANAGER TODAY | June - July 2009 www.themanagertoday.com
  16. 16. Mr. GHAZANFAR AZZAM Chief Operating Officer at Kashf Microfinance Bank, sports a dy- namic personality. In a career spread over 22 years, this Ful- bright-Hubert Humphrey fellow has worked for four leading Pakistani banks including Habib Bank Limited, Union Bank (now Standard Chartered Bank, Pakistan), Bank Alfalah and Prime Bank (now part of Royal Bank of Scotland, Pakistan). He has held senior positions in many international institutions; served as “Fi- nancial Sector Specialist” for a Chicago-based institution, Shore Bank International in Pakistan on a USAID funded WHAM project aimed at building and strengthening Small Business lending ca- pacity in Pakistani financial institutions. He is an experienced banker in retail and consumer banking, small business lending, sales force management, training and development. His key skills are strategic planning, leading teams, setting up new lines of busi- ness, establishing & managing projects and mentoring & devel- opment of staff. Mr. Azzam keeps an inspiring work and personal life balance. His approach towards life and its challenges is quite down to earth.www.themanagertoday.com
  17. 17. INTERVIEWAmerican scholarship as it was betterbeing the unique opportunity offering newdevelopments. So I went to PennsylvaniaState University and completed two se-mesters and some courses on HR, Lead-ership and Management. That scholarshipprogram gave me a great exposure. Theyarranged a World Bank seminar on globalfinance in Washington DC and we weregiven access to the capital market of NewYork. Last in the program was the optionof working with an American bank for fourmonths. They asked me if I was interestedin any bank, I gave them three names in-cluding Citi Bank and ABN Amro. The re-sponse of ABN Amro was the best, itoffered me to work at it’s headquarter inChicago. Thus, I ended up my scholarshipwith ABN Amro in Chicago for fourmonths. After completing my scholarship,I had to decide whether to return to myown country or to build my career in Amer-ica. We have 18 branches in operation at present and Q When and how did you shift to microfinance banking? Being with the Shore Bank, I actually Meanwhile, a very nice and senior col- by the end of 2009, this came to know about microfinance bankingleague of mine, Mr. Bakhtiar Khawaja, now while being in the commercial banking, IHead of the Learning and Development de- count will raise up to 32 could never understand microfinance aspartment of Bank Alfalah contacted me branches while within most of the bankers from commercialand insisted me to join Bank Alfalah (then banking do not understand it because of itsan emerging bank in Karachi) if I wanted to five years Kashf Bank will totally different methodology, mindset andcome back to Pakistan.. I came back to become a hundred market.Pakistan and joined Bank Alfalah as the branches network It relates to the smallest consumers attraining manager. the grass root level while commercial bank- In 2002, I rejoined Prime Bank’s busi- InshAllah. We also hope ing deals with large groups. I came to knowness side. By that time, the State Bank of to fetch one million about microfinance through discussions ofPakistan had started recognizing Small the international consultants who used toand Medium Enterprises, we also set up savers to our bank within talk about the activities of microfinance in-SME as a special line of business as it was five years. We are also stitutions all over the world like the per-a very important area of finance. I served planning to reach up to formance of Grameen Foundationas the country head of consumer banking Bangladesh, Grameen Foundation USA, ac-and as the regional head of Prime Bank as 500 thousand tivities of microfinance in Latin Americawell. microfinance borrowers and the performance of microfinance In 2005, acquisitions and mergers of banks in Indonesia etc. All their storiesbanks got started. At that time I came to in the same time period taught me a lot about microfinance bank-know about a Chicago-based institution, ing in real terms.Shore Bank International. They were as-signed a three-year SME and MicrofinanceSector Development project in Pakistan.They declared a position of a financial sec- During that time, I got many chances to Q So did this knowledge of mi- crofinance banking pave your way to the Kashf Microfinance Bank?tor specialist, requiring a Pakistani having a work with Standard Chartered Bank, Na- Yes, indeed it was the time when I camegood knowledge of the industry and the tional Bank of Pakistan and Union Bank’s across Kashf Foundation and its servicesability to communicate with the Pakistani Kisan Card product. We also conducted in the field of microfinance. I met Roshanehindustry. They selected me and I worked many trainings and community awareness Zafar, President of Kashf Foundation in fo-with them for around two-and-a-half year. programs. rums on microfinance. Roshaneh was of18 MANAGER TODAY | June - July 2009 www.themanagertoday.com
  18. 18. Most of the bankers from commercial banking do not understand microfinance banking because of its totally different methodology, mindset and market We have 18 branches in operation at any country, they encourage it. present and by the end of 2009, this But on the other hand, some negative count will raise up to 32 branches while elements are trying to distort the image within five years Kashf Bank will become and performance of microfinance as they a hundred branches network InshaAllah. encourage the culture of non-refunding We also hope to fetch one million savers loans to the banks but anyhow, we are try- to our bank within five years. We are also ing to cope with these challenges and cre- planning to reach up to 500 thousand mi- ating maximum awareness among our crofinance borrowers in the same time people and customers. period. Q What are the challenges faced by the bank right now? Q In the wake of current eco- nomic crunch, do you think that your bank will be able to establish the opinion that Kashf Foundation had ac- I think the greatest challenge is the lack more branches and grow at a high quired the potential of establishing a mi- of understanding of microfinance among pace? crofinance bank. Being well-experienced our people. Our commercial banks and Economic downturn definitely affects in this field, I was offered to join the ven- bankers do not understand it in real all institutions in a country, it affects us ture. I agreed and in 2007, we started terms. Another point is that as microfi- as well but if we assess the microfinance formal steps of establishing the bank. nance consists of very small loans and institution, we find it in a direct relation- Kashf Foundation had nearly 0.3 million borrowings, it deals with meagre ship with the low income community as borrowers at that time. We thought of amounts thus its operating cost is very microfinance banks always deal with the converting them into savers because the high. low income groups. So, in an economic foundation could not make savings which For instance, if in commercial banking downturn, scope for microfinance insti- could only be done through a bank. one person makes a portfolio of 500 mil- tutions increases more, its unfortunate In the total investment for the estab- lion, the same will be done by a hundred but a fact that the market of microfi- lishment of the bank, Kashf contributed customers in the microfinance banking nance expands further as poverty in- 51% while the remaining 49% was con- so its operating cost ratio becomes high. creases. tributed by participants including IFC, the However, if the law and order situation World Bank group, Shore Bank, Women’s World Banking, (a New-York based institution) and also a Dutch group Q Is the Government of Pak- istan helping and promoting microfinance banking? worsens in a country then it creates problems and affects the performance of microfinance banking. Incidents like riots of social investors. Yes, the Government of Pakistan un- and strikes affect our institution also. We applied for a licence from the SBP. derstands its value and usefulness. The It went through our business plan, evalu- ated our team and issued the licence to us within a record time of seven to eight government made a policy for the micro- finance institutions, formed a law, en- forced Microfinance Act 2001, created Q success? Would you like to tell our readers the secret of your weeks. Khushali Bank and offered five-year debt Practically speaking, there is no short- Thus, on October 27, 2008 Kashf Mi- holidays to the microfinance banks to cut to success, but the factors leading to crofinance Bank became operational with help and encourage people to get bene- it include commitment to your goals, ded- 18 lending branches. fits from its services. Thus, those persons ication and hard work to achieve excel- in the government who do have an un- lence. The golden principles read in Q Please tell us about the strategic plan of expansion for Kashf Microfinance Bank? derstanding of capital generation and re- alise that microfinance plays a pivotal role in economic and social development of theory must be trusted upon and prac- ticed sincerely, only this belief and sincere hard work will lead to success. nwww.themanagertoday.com June - July 2009 | MANAGER TODAY 19
  19. 19. COMMUNICATIONAre you shy? CONFIDENT? IMPATIENT? The first man had nothing but his instincts and his body to communicate with. Perhaps those were the first signs of body language. Communication has come a long way now. So, does the body still communicate?20 MANAGER TODAY | June - July 2009 www.themanagertoday.com
  20. 20. SONIA UROOJ The writer is a communication trainer and consultant he world would be in utter hands in front of the face is a hostile ges- chaos without effective ture while clenched hands held down on the A thumbs-up sign in many parts of the communication. History talks table is an authoritative gesture. world means ‘it is good’. about sign languages. Drawings Well, if at all there is another part of the and inscriptions that were used body that displays a range of emotions, it is as the means of communica- the human eye. tion. The most commonly used Generally, excitement and happiness tendand understood language is body language to dilate the pupils four times their originalwhich transcend all boundaries and region size and anger contracts them. Theseand cultural aspects. sharply contracted pupils have given rise to However, unlike other languages, body lan- terms like ‘snake eyes’, ‘evil eyes’ or beadyguage can sometimes communicate un- little eyes’. It may be easy to hide your innerknowingly. The trick lies in reading the signs thoughts by hiding your hands but the sameright and understanding them. According cannot be said about the eyes.to psychologists, there are many other ge- There are two ways in which you can gazenetic, learned and cultural signals through at a person, namely ‘the business gaze’ and Shaking the fist means ‘I am angry’. Itswhich we communicate. ‘the intimate gaze’. For that assume the for- a threat of aggression. Some of the most basic and common mation of an imaginary triangle on every-communication gestures include the smile, one’s head. The triangle has its vertices atwhen we are happy; the frown, when we are the two eyes and a point on the person’s Unlike other languages,angry and tears, when we are sad. forehead. When conversing with a person, body language can The palms of a person talk much based if the gaze is focused on this triangle it ison their positioning during a conversation. called ‘business gaze’. This is a formal style sometimes communicateThe open palm gesture has often been as- of using the eyes and talking to the person unknowingly. The trick liessociated with truth, honesty, allegiance and looking him straight in the eye. If this gaze in reading the signs rightsubmission. During normal conversation, shifts below the triangle at the nose, mouthopen palms (open upwards) indicate how and the neck, then it seems ‘the intimate and understanding them.the speaker is trying to impose his honesty gaze’, meant for casual or informal conver- According towith another person. In a conversation sations. psychologists, there arewhere the speaker is slowly opening up and All these concepts of body languagerevealing facts, his palms come out open teach us one thing—every gesture repre- many other genetic,upwards slowly throughout the conversa- sents a positive or a negative trait. One of learned and culturaltion. This is a completely unconscious ges- the most common gestures is the signals through which weture implying that the person is telling the crossed arms before the chest. This is communicatetruth. On the other hand, an unaware liar generally viewed as a defensive gesturewill have his palms concealed, hidden in a and represent a barrier to block un-pocket or folded behind him in an effort to wanted elements from invading your per-hold back the truth. Palms can also reveal sonal space. Another negative gesture isnervousness when they are sweaty or the hand to face gesture. When some-shaky. Other signs of nervousness include body is lying, he is bound to cover hisknuckle cracking and clenching of fists. mouth or start rubbing the area below hisAgain, clenched fists come as a result of nose. Small children often tend to clapanger and vengeance. Generally, clenched their hands over their mouth when theyhands are a sign of confidence. Clenched see or do something that they should notwww.themanagertoday.com June - July 2009 | MANAGER TODAY 21

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