Internship Report

1
INTERNSHIP PROJECT REPORT

Submitted in partial fulfillment of requirement of Masters of
Business Administration (M.B.A)

MBA 4
th
Tri - semester
Batch 2013-2015

HARSHPREET BHATIA
501304021
2

INTERNSHIP PROJECT REPORT

VIDEOCON TELECOMMUNICATIONS LIMITED
CONNECT BROADBAND

TRAINING AND DEVELOPMENT PROGRAM ON EMOTIONAL
INTELLIGENCE OF EMPLOYEES

Submitted by:
HARSHPREET BHATIA
501304021

UNDER THE GUIDANCE OF

Faculty Guide Company Guide
Mr. RUDRA RAMESHWAR Mr. SHIV RAO
Mrs. NITI CHATTERJI HR HEAD

THAPAR UNIVERSITY, LMTSOM
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ACKNOWLEDGEMENT

Internship is the period when one gains knowledge & wisdom. It is a gradual progression
where a Management student gets a glimpse of the industry and the corporate world. Such a
crucial period requires proper guidance; hence I would like to acknowledge the efforts of
individuals who have guided this project to fruition.

I would like to thank Mr.VenugopalDhoot (CEO) for providing me with an amiable
environment to work in this esteemed organization, Videocon Telecommunications. I want to
express my sincere gratitude to Mr. ShivaRao for providing me with guidance of utter
importance and a source of motivation & inspiration .This project stands testimony for the
knowledge and experience that I have gained under their competent guidance.

I would like to express the deepest appreciation to my department (HR) head, Mr. ShivaRao,
who has the attitude and the substance of a genius. He, along with Mr. Sudhanshu and Mr.
Shyam Raj Tyagi, continually and convincingly conveyed a spirit of adventure in regard to
the quality standards of the industry. Without their guidance and persistent help this
dissertation would not have been possible.

Also, I would like to thank my faculty coordinators, Dr. RudraRameshwar and
Mrs.NitiChatterjee, whose faith in me and the industry constantly motivated me to work in
accordance with the modern technology thus, transcending academics and providing a quest
for new tasks.

In addition, I am really thankful to Human Resource (HR) Department team and all those
people who have helped me a lot and have stayed by my side through tough times and have
never let me feel alone in the industry throughout my training period.

In the end, I would like to extend my thanks to Videocon Telecommunications (Connect
Broadband) and Thapar University, Patiala for giving me an opportunity to be a part of a
great culture of the great organization.

HARSHPREET BHATIA
501304021
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DECLARATION

This is to certify that the present Project report is the outcome of my own efforts and my
indebtedness to other publications has been duly acknowledged at the relevant places. It has
not been submitted in part or full for any other diploma or degree of any university. I have
taken proper care and shown utmost sincerity in completion of this project. This project is
prepared in accordance with the guidelines issued by LMTSOM, Thapar University.

Harshpreet Bhatia

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CONTENTS

1. Abstract ....................................................................................................................................... 7
1.1 Videocon Telecommunications Limited ................................................................................... 9
1.2 Achievements ........................................................................................................................... 9
1.3 Product Mix ............................................................................................................................ 10
1.4 Logo Logic ............................................................................................................................... 12
1.5 Values and Philosophy ........................................................................................................... 12
1.6 Milestones .............................................................................................................................. 15
1.7 Business Portfolio ................................................................................................................... 16
1.8 Brand Basket .......................................................................................................................... 16
1.9 Swot Analysis ......................................................................................................................... 17
1.10 Connect Broadband ............................................................................................................. 19
1.11 Working at Connect ............................................................................................................. 21
2. Executive Summary .................................................................................................................. 23
3. Project-1 Training and Development of employees on emotional intelligence ...................... 24
3.1 Training and Development .................................................................................................... 25
3.2 Emotional Intelligence ........................................................................................................... 29
3.3 Models of Emotional Intelligence .......................................................................................... 32
3.4 Traits covered under training program (stress, optimism, patience and tolerance,
motivation .................................................................................................................................... 42
4. Project-2 Budgeting of Training and Development Program ................................................. 73
5. Questionnaire .......................................................................................................................... 77
6. Project-3 Employee Engagement ............................................................................................ 79
7. Conclusion and Future Benefits .............................................................................................. 82
8. References ............................................................................................................................... 83

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LIST OF FIGURES

1. Figure 1 : Evolution of Videocon Industries ................................................................................ 9
2. Figure 2 : Logo Logic .............................................................................................................. 12
3. Figure 3 : Milestones ................................................................................................................. 15
4. Figure 4 : Business Portfolio ..................................................................................................... 16
5. Figure 5 : Brand Basket ............................................................................................................. 16
6. Figure 6 : Brands acquired ........................................................................................................ 18
7. Figure 7 : Emotional Intelligence ............................................................................................. 29
8. Figure 8 : Working of emotional intelligence ........................................................................... 31
9. Figure 9 : Graph-faces of stress ................................................................................................ 44

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ABSTRACT

Videocon is a well-known company. It is an Indian company which always focused on
maintaining the highest international standards of excellence through quality, technology and
innovation. For over a decade now, Videocon has been bringing the latest and very best in
Consumer Electronics and Home Appliances. Successfully adapting the best of international
technology to suit Indian needs, and crafting it to improve the quality of life as million of
satisfied customers will agree. This tells the success story of Videocon. Sustainability is at the
center of Videocons strategy. Being a great company Videocon always tried to improve
people lives through its products.
These two months training Videocon Telecommunications Limited have been a great
learning experience about the corporate culture. This report covers the projects related to
Training and development of employees emotional intelligence and employee engagement.
I joined Videocon Telecommunications (Connect Broadband) as a Trainee on 4
th
June 2014
and was allotted the HR department to pursue my training. I was introduced to Mr. Shiv
Rao( HR head). He helped me in understanding the various functionalities of human
resource. And I completed my project (TRAINING AND DEVELOPMENT OF
EMPLOYEES) under him.The Project covers how emotional intelligence, its needs, traits and
necessities affect the employee behavior and performance. It talks about how a training and
development program is undertaken in the organization. It touches 4 main traits
i) Motivation
ii) Stress
iii) Optimism
iv) Patience and tolerance
The project tells how emotional intelligence is needed more than I.Q. How the employees can
be made emotionally sound. It gives the direct relation between emotionally sound employees
and increased productivity of the company.The second minor project covers the budgeting of
the training program. I also suggested ways of employee engagement to be implemented in
the company.

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COMPANY OVERVIEW

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1.1 VIDEOCON TELECOMMUNICATIONS LIMITED

Videocon is the very popular and very reliable company in consumer durable sector. It was
established in 1987 by late Mr. Nandlalmadhavlaldhoot. In those times it entered in the
market with color and B/W Televisions and Washing Machines. The year 1989-1990 saw the
advent of Home Entertainment Systems, Electric Motors and AC. Refrigerators and Coolers
by Videocon came in the year 1991. In 1995 Videocon entered into the manufacturing of
Glass Shells for CRT and in 1996 came with Kitchen Appliances and Crude Oil. In 1998
Videocon ventured into Compressors and Compressor Motors. It took over Philips Color TV
plant in 2000 and 3 plants of Electrolux India in 2005. In the same year Videocon acquired
Thompson CPT. We can get compete information by going through company's profile.
Figure-1

1.2 MAJOR ACHIEVEMENTS OF VIDEOCON INDUSTRIES
LTD
The largest panel production facility in the world under one roof providing very high
economies of scale.
One of the world's largest and most respected CRT glass manufacturers.
Firing the largest furnace of its kind in the world with a tank size of 3300 sq ft.
One of the few companies in the world to convert sand to TV.
One of the largest and most acknowledged CPT manufacturers in the world.
Manufactured India's first rust-free Washing Machine.

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1.3 PRODUCT MIX

Videocon has a wide array of products ranging from consumer durables, home appliances and
components. These are mentioned below:

Consumer Durables

Mobile phones

CRT TV

Plasma TV

LCD TV

Home entertainment systems

Audio/video products

Home appliances

Washing machines

D2H

AC

Air coolers

Mixers toaster

Iron

Microwave

Vacuum cleaners

Water purifiers

Refrigerators

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Displays

Plasma panel

CPT

LCD panel

Components

Glass

Panels

Funnels

Compressors

Plastic

Motors

Moldings

Packaging

They have their manufacturing facilities in the following countries.

Manufacturing Facilities

INDIA (7) MEXICO POLAND OMAN CHINA (2)
ITALY

Figure in bracket indicate the number of manufacturing facilities in that country.

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1.4 LOGO LOGIC

Figure-2

The two Es on either side represent the Groups Wide Spectrum of interests ranging
from Electronics to Energy.
It reiterates the Ethos of a Company Dedicated to Maintaining the Highest
International Standards of Excellence through Quality, Technology and Innovation.
It asserts its Passion for Global Impact
The Steely glint, Communicates the Group's Global Ambition, its Strength, Sterling
Credentials and Innovative Drive
The Logo recapitulates Our Principle of Reaching Out and Touching the Lives of
Millions of People, Worldwide.

1.5 VALUES AND PHILOSOPHY
ShriNandlalMadhavlalDhoot, the founder of the Videocon Group, completed his education in
Ahmednagar and Pune. He was a successful sugarcane and cotton cultivator. As a next
logical step to vertical integration, he boldly took upon an entrepreneurial venture by
importing machinery from Europe to set up the GangapurSakharKarkhana (Sugar Mill) in
1955. Those were the times when the village did not even have electricity.
The die was cast. Over the years, Nandlalji's path-breaking attitude found expression in a
myriad ways, earning him the well-deserved reputation of the pioneer of industrial activity in
Marathwada

In early 80's Nandlalji initiated his three sons - Venugopal, Rajkumar and Pradeep into
business. Through a technical tie up with Toshiba Corporation of Japan, he launched India's
first world-class color Television: Videocon. Today, Videocon is household name across the
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nation- India's No. 1 brand of Consumer Electronics & Home Appliances, trusted by over 50
million people to improve their quality of life.
MISSION

a reflection of continuity and change

VISION

To delight and deliver beyond expectation through ingenious strategy,
intrepid entrepreneurship, improved technology, innovative products,
insightful marketing and inspired thinking about the future.

To delight and deliver beyond expectation: the end
This segment not only underlines the importance of the ultimate goal - customer satisfaction
(delight) and ultimate target - the customer, but also of intermediate processes and
principals, which have contributed to building a robust, dependable Videocon value chain
(deliver). As a result of its focus on developing loyal customers and reliable associates,
Videocon is able to exceed expectations.
through ingenious strategy: the means
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In the cutthroat world of today, it is only by taking recourse to advance planning and strategy
that a business can hope to survive. Although textbook strategy has its uses, reproducing it in
verbatim for the real world would be foolish because of the absence of textbook conditions.
Thus, there is a need for a bounded rationality, spontaneity and improvisation that is flexible
enough for scenarios both imaginable and unimaginable. Videocons ingenious maneuvers
are actually flexi-strategy that abstracts from shifting ground conditions and decides game-
plans, or sometimes changes the rules of the game.
intrepid entrepreneurship: the means
An enterprise with the odds stacked against it makes great business sense. This is because
higher the obstacles lower the number of players likely to be active in that field - thus,
fetching extraordinary returns. The only requirement is a bold and confident attitude willing
to brave the odds. Videocons foray into oil and gas is a bold and intrepid endeavor that arises
from immense faith on the surefooted competence of the companys in-house managerial
talent.
improved technology: the means
Technology is no more a premium input; it has become the bare minimum in recent years.
Rapid advances have only fuelled this phenomenon. Videocon is extremely vigilant in
shunting out dated technology and replacing it with the best-in-class offers of the times.
innovative products: the means
Product development, innovation and customization are the tools Videocon uses to stay ahead
of the competition. This is because a continuous stream of innovative products excites the
market and enhances brand recall.
insightful marketing: the means
The market share battle scene has long shifted from technology and processes to the psyche
of the customer. This means that those with deeper insighs into the elusive mind of the buyer
are likely to dominate. Videocon is reinforcing marketing strengths to read better the pulse of
the market and help create products that map perfectly into customer preferences.
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inspired thinking about the future.: the means
The future is unpredictable, but not doing anything about it is fraught with grave risk.
Videocon extrapolates future trends on the basis of current changes in technology and
preferences as well as sheer gut feel. Fine-tuned business instincts are worth their weight in
gold, lots of it. The company has perfected its practice almost into an art form with some
calculated gambles like oil and gas proving to be absolute money-spinners.
1.6MILESTONES
Figure-3

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1.7BUSINESS PORTFOLIO

Figure-4

1.8BRAND BASKETS OF VIDEOCON

Figure-4

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1.9SWOT ANALYSIS OF VIDEOCON INDUSTRIES

Strengths:

1) Backward integration.

2) Diversified goods portfolio across
Consumer Durables Sector.

3) Multi brand strategy.

4) Global company.
Weakness:

1) Image of low to medium cost
company.

2) Diversification into too many sectors.

3) Not much international recognition.

4) Too much rebranding/ changing of
positioning.

5) Weak sales and service network.

Opportunities:

1) India is big consumer durables market
and growing at 10 to 15 %.

2) Lifestyle of people has been change very
much so there is demand for premium
products.

3) Consumer durable market will become
52,000 crore by 2015.

Threats:

1) Stiff competition from MNCs like LG,
Samsung, SONY.

2) Cheaply available of Chinese
products.

3) Local brands available in the market.

4) Changes in Government Policies

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Various brands which are takeover by Videocon

Sansui Sansui is very famous in color TVs and DVD player etc. it has very good share in
urban and rural market.
Electrolux Electrolux is also well known brand in refrigerators.
Akai akai has a very huge market share in rural market. Because its price is very low and
quality is very good.
Kelvinator kelvinator is also very popular in home appliances and other equipments.
Kenstar Kenstar is one of the major brands in coolers and it is very good image in market.

Figure-6

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1.10CONNECT BROADBAND
At QUADRANT TELEVENTURES LTD (formerly known as HFCL
Infotel Ltd), all our energies are focused on realizing our vision - 'To be
the most admired telecommunication and infotainment service brand through innovation and
excellence'. We understand the importance of delivering quality products and services to
nurture long lasting relationships with our customers. It is our endeavor to create significant
value for all the stakeholders associated with the company. We truly believe in fundamentals
of accountability and transparency and will continue to strive for the highest corporate
standards thereby ensuring value creation for all.
The company is planning further investment in a phased manner to cover the Punjab telecom
circle completely. In line with the strategy followed by fixed-line service providers across the
globe Infotel is aiming at providing Triple play service - Voice, Data & Video.
HFCL Infotel Ltd. (Infotel) is a business venture of the HFCL Group. Infotel is a "Total
Telecom
Solutions Provider" offering Fixed Line Telephony (Telephone Services), Mobile Telephony,
Broadband Services, Customized Data Services and Value Added Services vide License
Number:10-15/2004/BS-II/HITL/PUNJAB dated 14th November2003 issued by the
Department of telecommunications, Government of India, New Delhi. Infotel provides a
world class telecom experience when it comes to technology, products, customer services,
Launched in Punjab in the year 2000 under the brand name of Connect. Infotel has set up
state-of-the-art network with coverage in over 136 towns of Punjab with extensive optical
fiber network coverage of over 3,500 km. Today, Infotel is one of Punjab's leading private
sector Telecommunication Service Providers with an aggregate customer base of
330,000(March 2007). Infotel Broadband network supports interactive multimedia services,
and can handle high quality content, high speed internet access and a large number of
interactive applications including B2B and B2C e-commerce. The brand 'Connect' has
created a wide Public Call Office (PCO)network across the state of Punjab & Chandigarh.
With 45,000 PCOs, Connect boasts of one of the largest PCO networks in India among all
private fixed-line service operators in a single circle.
Our Vision-:
'To be the most admired telecommunication and infotainment services brand through
innovation and excellence.'
Our Mission-:
"Deliver cutting edge telecommunication and infotainment products & services through
convergent digital technologies, ensuring customer delight."
Connect has positioned itself as a 'Total Telecommunication Solution Provider' and offers a
complete portfolio of telecom services along with a host of value added services.
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Types of Services:
1 Fixed Wire Line and Wireless Services
2 PCO
3 Broadband
4 Mobile

Highlights
October 2000
Launch of Telecom services in Punjab
January 2001
Launch of Internet services
February 2001
Launch of Limited mobility CDMA services
July 2004
Launch of Broadband data services
October 2005
Test Launch of Triple play services
September 2007
Launch of mobility service
March 2010
Launch of GSM services

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1.11WORKING AT CONNECT

QUADRANT TELEVENTURES LTD (formerly known as HFCL Infotel Ltd)(QTL) offers a
brilliant work environment that thrives on innovation, a great corporate culture and strong
core values.
As a forward thinking organization, the leading technologies that form the basis of our
services are constantly changing and our employees are encouraged to maintain their
knowledge and expertise.
By continuing to learn and develop, both as individuals and as an organization, QTL has
grown very fast and become a large and successful telecom services provider in Punjab.
Itwillcontinue to create opportunities for exceptional talent.
HR Vision
We continuously strive to foster a vibrant and stimulating culture, where individual talent can
flourish and achieve the highest level of productivity and excellence in all business processes.
HR Mission
To attract the best human capital, motivate them for an even higher level of performance and
retain them by offering intellectual growth and variety.
WORK CULTURE
Our Values express the expectations we have from each other and ourselves. Each staff
member in Human Resource is personally accountable for reflecting the following values in
his/her business decisions and actions.
Integrity
We continuously strive to foster a vibrant and stimulating culture, where individual talent can
flourish and achieve the highest level of productivity and excellence in all business processes.
Service Excellence
Strive for excellence in Human Resources services and practices enabling us to
exceed our customer's expectations.
Continuously evaluate our practices and services to improve and enrich the
performance of the Human Resources Team.
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Commitment
Being bound emotionally and intellectually to a course of action or to another person or
persons.
Teamwork
Demonstrate a commitment to achieve our shared team goals, values and vision.
Recognize and celebrate the individual and team's success.
Innovation
Seek out innovative Human Resource tools, practices and solutions.
Be flexible and open-minded to new initiatives to improve our effectiveness.
Respect
Demonstrate courtesy, care and compassion for others.
Listen to others, be patient and seek understanding.
Optimism
We work hard, smart, and have fun while doing it.
Since its inception in 2000, QTL has rapidly expanded its telecom operations, attracting
hundreds of skilled people from senior management to field employees. The Company has
given its people creative opportunities for personal and professional growth. Through team-
building, management guidance and ongoing training, our people have the opportunity to
evolve personally as well as professionally.

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EXECUTIVE SUMMARY

The objective of this project was to get an insight of HR department of an organization. Hr
department is responsible for implementing strategies and policies relating to the
management of individuals. Being a telecommunication firm, Videocon has always given
little emphasis on the behavioral and psychological aspects of its employees. It has been
confined to technicalities only.
Working with HR team of Videocon, I developed an extensive training and development
program for the employees of Telecommunication. The area of the project was
EMOTIONAL INTELLIGENCE. This topic was chosen because in any organization
emotional factors play a major role. It depicts a persons behavior and thus performance in
the organization. The core of my training was developing a program related to Learning,
Training and Development in an organization.
After completion of this program the employees of the company were invited to participate in
it. This was done to expand the horizons of the HR department of Videocon. It also aims to
tell the employees the importance of emotional intelligence and EQ. Each session was of up
to 3 hours where the ideas about the project and its benefit were told. Alongwith case studies
and examples discussed for better understanding of this area.

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PROJECT-1

Training and development program on
emotional intelligence of employees.

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3.1 TRAINING AND DEVELOPMENT

TRAINING

It refers to imparting specific skills and knowledge to an employee. It is an attempt to fill the
gap between the existing state of an employee and its desired state. It is imparted to improve
the efficiency of the employee so that he can achieve the companys goal in effective and
efficient manner, which in turn would benefit the organization in terms of its profit building.
Various types of skills are imparted like basic skills, motor skills, and interpersonal skills.
Training plays a very vital role it improves the efficiency of employee and contributes to the
growth of an organization. Trained employees also reduces attrition rate as they seldom leave
the company, they become all rounder and versatile in their job and can easily switch
department in the organization if need arises. Also accidents, damage to machines and
property is reduced several folds. It also leads to personal growth of employees. It leads to
favorable work environment and less supervision is required, thus reducing the cost. But
many companies still harbor a notion that training programmes increase their expense, which
is not true, rather they should take it as an investment which would yield fruits in future.

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STEPS IN TRAINING PROGRAMMES
Identification of organization needs and objectives

Identification of skills and knowledge required for the targeted position in company

Analysis of target population to whom training is to be imparted

Identifying the gap between the skills and knowledge of present state of employees
and their desired state

Setting training objectives

Develop training policy and measures of job proficiency

Conduct training programme in groups or with individuals

Evaluation of training programme

Validate

Take feedback

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DEVELOPMENT

It refers to providing knowledge and attitudes which will be helpful to employees in higher
position; hence it is futuristic in nature, whereby it prepares employees to take their future
role in an organization. It is not mainly skill-oriented they are generally voluntary and
mainly for high management people. Development programmes help employees to take
initiative, build decision making power, gives them a sense of motivation and commitment to
perform better and make them result oriented in an efficient manner.

KEY OBJECTIVES OF TRAINING
Improvement of Job Performance
Providing adequate HR cover in emergency
Raising general level of thinking at all levels
Supplying managerial talent to meet anticipated future developmental needs
Maintaining parity with change
Motivating employees

CORE PRINCIPLES FOR SUCCESS OF TRAINING
1. Learning is a Transformation that Takes Place Over Time
2. Learning Follows a Continuous Cycle of Action and Reflection
3. Learning is Most Effective When it Addresses Issues Relevant to the Learner
4. Learning is Most Effective When People Learn with Others
5. Learning Occurs Best in a Challenging and Supportive Environment

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IMPORTANCE OF TRAINING
1. Newly recruited employees require training to perform their task effectively.
2. Training is required to prepare existing employees for higher level jobs (promotion)
3. Existing employees require refresher training to keep them abreast to latest developments
in operations.
4. Training is required when a person moves from one job to the other (transfer)
5. Training is required to make employees versatile and mobile.
6. Training is needed to bridge the gap between what an employee has and what job demands.
7. Training is needed for employees to gain acceptance among peers.
8. Training is required to fill gaps in knowledge.
9. Training is required to fill gaps in skills, attitude and performance.

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3.2 EMOTIONAL INTELLIGENCE
Figure-7

Definition: Emotional intelligence (EI) is ability, skill or, in the case of the trait EI model, a
self-perceived ability to identify, assess, and control the emotions of oneself, of others, and of
groups.
History: The earliest roots of emotional intelligence can be traced to Darwin's work on the
importance of emotional expression for survival and, second, adaptation
In the 1900s, even though traditional definitions of intelligence emphasized cognitive aspects
such as memory and problem-solving, several influential researchers in the intelligence field
of study had begun to recognize the importance of the non-cognitive aspects.In 1940 David
Wechsler described the influence of non-intellective factors on intelligent behavior.In
1983, Howard Gardner's Frames of Mind: The Theory of Multiple Intelligences introduced
the idea of multiple intelligences which included both interpersonal intelligence (the capacity
to understand the intentions, motivations and desires of other people) and intrapersonal
intelligence (the capacity to understand oneself, to appreciate one's feelings, fears and
motivations).
Interpersonal intelligence: the capacity to understand the intentions, motivations and desires
of other people
Intrapersonal intelligence: the capacity to understand oneself, to appreciate one's feelings,
fears and motivations.
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The first use of the term "emotional intelligence" is usually attributed to Wayne
Payne's doctoral thesis, A Study of Emotion: Developing Emotional Intelligence from 1985.
Necessary social skills that a student needs are associated with high levels of EQ or
emotional intelligence. If a student does not develop the EQ skills needed to successfully
transverse the maturation process he or she will be left in a situation of having the
intelligence to functionally work or play but not have the emotional skills to successfully
work or play, thus limiting their potential future. They may have received good grades on
tests in school classes but without a working high level of EQ they are unable to function as
adult people in an adult world.

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HOW EMOTIONAL INTELLIGENCE WORKS
The pathway for emotional intelligence begins in the brain, with the spinal cord. This is
where your primary senses enter. The information must travel to the front of your brain in
order for you to think rationally about what you are experiencing. However, the information
must travel through the limbic system first and this is where your emotions are generated.
Have you ever noticed having an emotional reaction to an event before your rational mind
seems to be able to engage? This is shown by red path in the diagram. Emotional
intelligence requires effective communication between the rational and emotional centre of
the brain as shown by the green path in the diagram.
Emotional intelligence training provides the strategies and allows you to practice behaviors to
improve the communication process between these two centres in the brain.
As you practice new behaviors, billions of microscopic neurons that lie between the
emotional and rational centers of your brain begin to branch off small arms (much like
branches on a tree) to connect to other cells. A single cell is capable of growing up to 15,000
connections with neighboring cells. These new connections make it easier to activate the new
emotionally intelligent behaviors until they become second nature.
Figure-8

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3.3 MODELS OF EMOTIONAL INTELLIGENCE

Ability EI model
Mixed models of EI
Trait EI model

ABILITY MODEL
The ability-based model views emotions as useful sources of information that help one to
make sense of and navigate the social environment. The model proposes that individuals vary
in their ability to process information of an emotional nature and in their ability to relate
emotional processing to a wider cognition. This ability is seen to manifest itself in certain
adaptive behaviors. The model claims that EI includes four types of abilities:
1. Perceiving emotions the ability to detect and decipher emotions in faces, pictures,
voices, and cultural artifactsincluding the ability to identify one's own emotions.
Perceiving emotions represents a basic aspect of emotional intelligence, as it makes
all other processing of emotional information possible.
2. Using emotions the ability to harness emotions to facilitate various cognitive
activities, such as thinking and problem solving. The emotionally intelligent person
Ability Model
Mixed Model
Trait Model
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can capitalize fully upon his or her changing moods in order to best fit the task at
hand.
3. Understanding emotions the ability to comprehend emotion language and to
appreciate complicated relationships among emotions. For example, understanding
emotions encompasses the ability to be sensitive to slight variations between
emotions, and the ability to recognize and describe how emotions evolve over time.
4. Managing emotions the ability to regulate emotions in both ourselves and in
others. Therefore, the emotionally intelligent person can harness emotions, even
negative ones, and manage them to achieve intended goals.

Some of the facts about EI

EI cannot be recognized as a form of intelligence

EI has little predictive value

Ability EI measures measure conformity, not ability

Ability EI measures measure knowledge

Ability EI measures measure personality and general intelligence
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Emotional Intelligence Traits
There are 13 emotional intelligence traits. The Emotional intelligence is divided among these
traits.
These traits are:
1. EMOTIONAL ENERGY: The amount of energy available to cope with frustration,
conflict, or pressure.

2. EMOTIONAL STRESS: The amount of inner stress experienced.

3. OPTIMISM: To consider what is positive or right; to be optimistic.

4. SELF-ESTEEM: To value self and to be self-accepting.

5. COMMITMENT TO WORK: To work hard; to get things done; to take on
responsibility.

6. ATTENTION TO DETAIL: To think things through; to concentrate on details; to be
thorough; to be careful; to strive to be accurate.

7. DESIRE FOR CHANGE: To create changes or improvements in one's environment;
to vary one's patterns of behavior.

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8. COURAGE: To do what is challenging, or unfamiliar; to risk injury, loss, hardship,
or discomfort to reach a desired goal.

9. SELF-DIRECTION: To make decisions/goals; to set priorities; to initiate action.
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Job Success Factors

Other Job Success Factors Besides Emotional Intelligence
There are other job success factors besides emotional intelligence that can partially determine
behavior and success.
Learned skills and specific knowledge based upon experience and education.
Mental abilities such as math computation, memory, mechanical aptitude, etc.
Physical fitness involving general health, height, weight, muscle mass, sight, hearing, etc.
Physical appearance - more important when working with the public.
Interest in job or environment. An interest in working with wood and hand tools is an asset to
a home builder.

Previous response to difficult aspects of a job or setting. A person who has had a bad fall may
have developed a fear of heights that would interfere with washing windows on a 20 story
office building.

Positive and negative environmental consequences. If an environment rewards
accomplishment, a person is more likely to work harder than they normally would. If an
environment punishes expression of opinions, a person may look less assertive than they tend
to be.

37

10. ASSERTIVENESS: Saying what one thinks. Trying to convince others. Telling
others what one wants, needs, requires, or expects. Exercising power and authority.
Engaging in interpersonal conflict. Confronting, openly disagreeing, saying no,
taking unpopular positions.

11. TOLERANCE: To be tolerant, patient, accepting, and cooperative.

12. CONSIDERATION FOR OTHERS: To be considerate, understanding, helpful,
honest, and responsible.

13. SOCIABILITY: To be outgoing and sociable. To seek and to enjoy others' company
and conversation.

HOW EMOTIONAL INTELLIGENCE DEVELOPS

Nature:

Each person inherits certain physical attributes (size, hair color, etc.) as well as emotional
tendencies (sociability, positive outlook, etc.) from the genes of their parents. One very
important reason for dominance of emotional quotient is biology. Just like characteristics that
are inherited from the parents, emotional intelligence also at times follows the hierarchy in
family. Children of emotionally sound parents are expected to be emotionally sound too.

38

Nurture:

We are shaped by our direct experience, what we have seen happen to others, the conclusions
we draw, the decisions we make, & through positive or negative consequences. It is said that
life teaches more than books. It holds true for emotional intelligence also.
Whatever we see and remember around us, it orients our emotional intelligence.

Injury:

We are sometimes affected by physical injury from drugs, accidents, physical illness, diet and
health habits. The negative effects around us also make us emotionally intelligent.
For example, if we slip down from a peel of banana, it would make us aware that next time
we have to be careful while walking. Thus we become emotionally intelligent.

How stable is Emotional Intelligence

The reasons for not being emotionally intelligent are:
Lack of awareness
Lack of observation
Lack of feedback
Ego hassles
39

Most of us lack total awareness of many of our true values and qualities. Some simply have
not observed themselves carefully enough. Others may not have received enough realistic
feedback from others, while still others have "ego defense mechanisms" that are designed by
the mind to protect itself from seeing and dealing with harsh reality.

Emotional intelligence - the five domains
1. Knowing your emotions.
2. Managing your own emotions.
3. Motivating yourself.
4. Recognizing and understanding other people's emotions.
5. Managing relationships ie. managing the emotions of others

What is Emotional Intelligence?
It has become increasingly clear that traditional intelligence (and IQ) is not enough to
determine success. As the world becomes increasingly inter-connected, people need to work
far more co-operatively. It is now recognised that, to manage, relate and work with others, a
different set of skills are required. It is Emotional Intelligence, which is filling this gap.
Emotional Intelligence is concerned with our:
knowledge of ourselves self-awareness;
knowledge of others emotional literacy;
ability to manage ourselves self-regulation or self-control;
ability to manage others social skills;
ability to motivate ourselves energy, drive, creativity and self-motivation;
Ability to motivate others influence, inspiration and leadership.

40

Why is Emotional Intelligence important?
The search for the profile of a good leader, manager or team member has failed. Any
examination of the difference between successful leaders Nelson Mandela or Mao Tse
Tung, Richard Branson or Rupert Murdoch, Jack Welch or Henry Ford, Bill Clinton or
Winston Churchill, Margaret Thatcher or Tony Blair demonstrates the great variety of their
characters.
The concept of the profile of a great leader is being replaced as we increasingly
acknowledge that
success is less about what youve got and more about how you use it.
Furthermore, as we develop a fuller understanding of how great leaders have fallen from
grace, we begin to understand why Emotional Intelligence has become one of the most
powerful tools in the leadership toolkit. It is an approach which helps people work to their
strengths to maximize their impact and effectiveness whilst not avoiding their weaknesses.

What does using Emotional I ntelligence achieve?
Emotional Intelligence does not focus on the personality of the individual; instead it works by
increasing self-awareness something we can all do if we develop the attitude and
motivation to do so. The effect is that we:
Sharpen our vision we become clearer about ourselves and others. We learn to recognize
what we are good at or not so good at. We learn to recognize strengths and weaknesses in
others without getting unnecessarily emotional;
Increase our flexibility we learn why we sometimes over-react or get things out of
proportion. By examining our potential dark side we gain insight into our own potential for
derailing or not achieving our potential. As self-awareness increases we are better able to
understand what happens and to act rather than react to prevent ourselves becoming
defensive, rigid and hence less effective. This can be summarized by the saying forewarned
is forearmed;
Build stronger working relationships increasing self-knowledge automatically increases
our knowledge and understanding of others. This helps us to understand, listen and
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appreciate people which are the building blocks of good relationships. The prize is that we
build the greatest asset of all Relational Capital. We change the focus from the 20
th
century
adage People are our most important asset to the 21
st
Century adage it is how people work
together that is our most important asset;
Release new levels of energy self-discovery and better relationships are tools that uncover
deep wells of energy within us. Even those who think that we are busy and driven can
discover new energy and inspiration that has remained untapped or unfocussed we are all,
still, prospecting and discovering in the great well of life.

HR PORTFOLIO MATRIX

42

3.4 TRAITS COVERED UNDER THE TRAINING PROGRAM

These traits have been chosen because out of all the 13 traits of Emotional intelligence
optimism, patience, motivation and stress are the most talked about in an organization.
Generally, in organizations where productivity is given the most importance, the well being
and the emotional intelligence is generally ignored. So, the responsibility comes on the
Human Resource of the organization to make its employees emotionally sound. Certain tests
are conducted to find out the emotional quotient of the employee. This emotional quotient of
the employee also signifies the general well being of the employee.
OPTIMISM
MOTIVATION
STRESS
PATIENCE & TOLERANCE
43

STRESS

44

EMOTIONAL STRESS
Stress is the body's reaction to a change that requires a physical, mental or emotional
adjustment or response. It is a state of tension experienced by individuals facing these
situations.
EMPLOYEE STRESS: Job stress arises when demands exceed abilities, while job-related
strains are reactions or outcomes resulting from the experience of stress. Most organizations
have no idea just how much employee stress costs them each year.
TWO FACES OF STRESS
Figure-9

Stress causes cost to the company

Absenteeism

Stressed-out employees are more likely to miss work both as a coping mechanism and due to
health-related problems. A recent study published in the American Journal of Health
Promotion found that workers experiencing high stress were over two times more likely to be
absent more than five times per year. Lost productivity and replacement costs make
absenteeism a costly consequence.
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Litigation

Litigation is becoming an increasingly more common occurrence - not just in the workers
compensation system, but in employer-employee relations. The feeling of powerlessness, a
major contributor to employee stress, also contributes to the desire for retribution. When
people feel helpless, when they feel they have no control over their lives, they are more likely
to resort to extreme measures.

Grievances

Frequent grievances are both a legitimate warning sign that organizational problems exist and
a less extreme way of expressing powerlessness, which in itself indicates organizational
problems.The effect of a grievance goes far beyond the employee and his or her supervisor.
On average, every filed grievance translates into approximately 80 hours of lost productivity
by the worker filing the complaint and by co-workers due to morale problems.

Accidents
Stress causes a narrowing of attention, preoccupation, and fatigue - a sure recipe for
workplace injuries. Stressed-out employees trying to do more with less are also likely to take
shortcuts which lead to accidents.
Errors of Judgment and Action

When people are under stress, they become preoccupied with the issues troubling them.
Stress also causes attention to narrow, creating a sort of "tunnel vision." This makes the
stressed-out employee more susceptible to missing environmental cues and information
required to make both effective and safe decisions. Stress also dulls the thinking process.

46

Conflict and Interpersonal Problems
With a more diverse work force, the increased use of teams, and our increasingly more
service-based economy, interpersonal demands on employees are increasing. This in itself
creates tremendous stress.
Violence
Workers who feel unsafe suffer the same level of stress as the actual victims. Violence is both
a cause and a consequence of employee stress. The stress brought on by interpersonal
challenges and conflicts, combined with the fact that many people are operating just below
their "boiling point," creates a potentially volatile situation.
Resistance to Change
Many attempts at organizational change and improvement fail because of employees'
resistance to change. Well-intentioned attempts at improvement are sabotaged because
would-be change-agents ignore, to their peril, the connection between stress and the fear of
change. Human beings, just like other mammals, are "hardwired" to revert to familiar
routines and behavior patterns when stressed.
47

Loss of intellectual capital
At the most basic level, the more stressed-out and depleted a person is, the less that person
cares about excellence and innovation. Stress compromises a person's intellectual and
emotional capacity. Stress makes people less intellectually and interpersonally intelligent.

SOURCES OF STRESS
ORGANISATIONAL FACTORS
Occupational demands
Role conflict
Role ambiguity
Role overload
Role under load
Interpersonal relationships
Job change
Responsibility
Ineffective communication
PERSONAL FACTORS
Impact of life change
Difference in personalities
Conflict of external situations and internal beliefs

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CONSEQUENCES OF EMOTIONAL STRESS

Emotional effects of stress occur when the emotional stress is suppressed without proper
release.
If stress is suppressed for longer periods without expressing the emotions, it can lead to
disease and illness. When the inner emotional conflicts are not resolved properly, the feelings
are transferred sub consciously to cause physical illness. Headache following emotional stress
is a good example.

Diseases and illness- headache, migraine etc
Irritable bowel syndrome
Moodiness, frustration and anxiety
Feelings of lack of purpose in life
Depression
Poor concentration and forgetfulness.
Poor decision making
Increased anger and pessimism
Loss of sense of humor and being constantly worried.
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50

Prevention of Emotional stress
1. Build your resilience to stress with positive thinking:
2. Be optimistic about whatever has to happen. Try taking positives out of the bad things
that have happened before.
3. Recognize the Problem: Be aware of the early signs and symptoms of stress. If stress
is recognized earlier, preventive steps can be instituted. This will help you in planning
the stress management program well in advance, before the problem digs deeper and
establishes itself.
4. Learn to adjust properly: The four important areas of life are: Family, Work,
Leisure and Friends. To keep your stress at a minimum, you have to judiciously allot
time for each. If you have to work more, see to it that other areas are also given due
consideration. Except for unavoidable work, do not encroach on the other areas on a
regular basis.
5. Organize life a little more efficiently: Practice time management. Make to do lists.
Keep stress diary. Budget your expenditure.
6. Learn to relax body: Learn the basics of relaxing. Progressive muscular relaxation is
a very good way to relax. Whenever you are under stress, try relaxing group of
muscles.
7. Learn to relax mind: Relaxing mind is an easy exercise that can be practiced by
anyone. It is indeed a by-product of muscle relaxation.
8. Exercise, eat and sleep properly: Regular exercise keeps body and mind fit. It also
releases positive hormones which soothes the mind and the body.
9. Eating a nutritious, well balanced food also keeps the bodily functions in the positive
mode.
10. Make time for fun: Most people fail to realize that regular leisure is necessary to
recharge our lives. Make time for fun on a daily basis.
11. Express & share your feelings: But while sharing your stress see to it, that the
person with whom you are sharing is capable of giving you support.

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EMOTIONAL STRESS CASE STUDY
Anita, 46, is a Business Analyst. She, her husband and three children aged 8, 12, and 16, live
in West Delhi and she commutes to Gurgaon. This is her typical day -6.00am: Alarm goes
and I have an hour to wake up and get ready. I make a packed lunch and my husband drives
me to the metro station. The kids are still in bed.6.59am: Catch the train. Usually see friends
on the train and have a chat. The train is supposed to get in at 8.30am. But the local transport
after that are so unreliable that I'm late about three times a week.
I enjoy most parts of my job but I get very nervous about giving presentations. There is also
the constant pressure of finding my next contract.
6.00pm. Leave work and catch the 6.30pm train. I try to finish any bits of work on the train.
8.10pm I'm home. if the train is on time. My husband has made dinner and the whole family
eats together. The kids then go on the Internet and do homework and I'm not usually fit for
much more than watching TV by this point.
Commuting is the main stressor in my life and late trains and buses make me furious. I'm
aware that my husband has to do most of the housework and looking after the children - there
is always football training and music lessons to taxi them around to. He also works part time
so I do feel guilty. Fortunately we have a very strong relationship and I try to spend as much
time as possible with my family at weekends.

Q. Do you feel Anita is suffering from stress? If yes, then what she should do inorder to
relieve herself from it?
Q. Is her guilt feeling justified?
Q. How can she balance her personal and professional life?

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OPTIMISM

53

OPTIMISM

Optimism is having hopefulness and confidence about the future or successful outcome of
something; a tendency to take a favorable or hopeful view
OPTIMISM AND PRODUCTIVITY
Numerous

studies of productivity throughout many industries, ranging

from the service sector
to manufacturing to health care, have

shown that a positive climate or positive leadership
increases

workplace productivity and effectiveness.

Stress contributes to absenteeism and increased employee turnover.

It causes burnout,
reducing engagement and compromising quality.

By contrast, an optimistic worker tends to
be an engaged worker.

A number of studies have shown a positive correlation
between

worker engagement and both efficiency and quality of work.
Optimism also fosters a sense of ownership of work. Once we

take ownership, we tend to feel
an increased sense of responsibility

for the achievement of organizational goals, which, in
turn,

promotes increased productivity
Support from coworkers and

managers are frequently cited as one of the most important
factors

in preventing burnout and maintaining organizational productivity.

OPTIMISM AND WELL BEING
Optimism is a major contributor to employee well-being. It affects our personal growth, our
sense of purpose in work,

our relations with others, our pride in our accomplishments,

and our
general level of happiness in work. These

attitudes in turn contribute to personal satisfaction,
good

health, and work fulfillment.

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WHY AN OPTIMISTIC EMPLOYEE
There is much evidence to suggest that a positive affect is associated with greater cognitive
effort, more complex problem solving and better negotiating skills. In corporations, positive
moods have been related to superior job performance, better managerial decision-making and
leadership ability. Positive employees make organization resilient and adaptable to
change.Optimists are willing to take risks,improve processes and expect success.It affects
morale,productivity and environment at work place.A positive employee searches for solution
and cope up with adversity.
They are superior physically and emotional healthy and greater achievers. They live longer,
less stress and trust more. There is an overall reduction in operating costs and increase in
profitability. They are HRs dream workers. The Happy associates leads to happy customers
this leads to long term benefits

HOW TO BECOME OPTIMISTIC?
Avoid negative environments
Celebrate your strengths
Take care of your spiritual and emotional well being
Manage or ignore what you cannot change
Learn to reframe
Adapt your language and outlook
Focus outside yourself
Nurture a culture of optimism
Cultivate spontaneity

STRATEGIES TO BECOME MORE OPTIMISTIC
Here are some strategies can be considered to becoming more optimistic
Avoid negative environments. If this is not realistic, make every effort to seek the company
of positive individuals in your organization. Sometimes this may mean fraternizing with
peers in other departments. Stay away from the professional complainer.
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Celebrate your strengths. The key to high achievement and happiness is to play out
strengths, not correcting weaknesses. Focus on what you do well.
Take care of your spiritual and emotional well being by reading inspirational material on a
daily basis. This may be different for each person. Some may be inspired by daily quotations,
others by reading biographies of successful people in their field and yet others may derive
inspiration from reading about all the innovations that we are graced with.
Manage or ignore what you cannot change. When faced with setbacks, identify what you
can change and proactively try to find ways to do something about it. We have often heard
this advice it bears repeating. Be inspired by Benjamin Franklin's words: "While we may
not be able to control all that happens to us, we can control what happens inside us."
Learn to reframe. This involved deliberately shifting perspective and looking for the hidden
positive in a negative situation: the proverbial silver lining. Look for the gift in the adversity.
Adapt your language and outlook. Consider how a simple shift in the language you use can
make a difference in your outlook. A simple shift to "yes, and..." might make a positive
difference.
Become aware of your stance in business meetings. Jumping in too quickly to negate an
idea can derail the creative process. Often valuable ideas are the result of an initial "crazy"
thought.
Focus outside yourself:on important people in your life, on pursuits and projects that fire
you up.Nurture a culture of optimism when you are in charge of other people at work. Expect
people to succeed. Even when they occasionally fail to achieve what they set out to do,
encourage them so that they can tackle the next challenge. A simple: "I know you'll do better
the next time" can have very positive effects.
Cultivate spontaneity. Consider putting aside all your plans once in a while to take a walk
with your kids, play a game or catch a show. Getting out of your comfort zone by being
spontaneous helps to develop your optimistic muscle, as spontaneity essentially involves an
expectation of having a pleasurable experience.
Consider the health benefits. If you need an extra motivation for practicing optimism,
consider the statistics linking optimism to greater health.
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THE CASE STUDY
OPTIMISM
It is believed that optimism decreases as we grow up. A young child is highly optimistic
about everything. If seen in a movie that a dragon will arise from the earth, he can stare at the
ground for hours waiting for it to happen.
Similar things happen in organization. Optimism is something which has to be at an
optimized value. Too much and too less optimism is bad for the employees. Sun
International, a Mumbai based, manufacturing company had 500 employees. Rajan was one
of those 500 employees. But he was a star employee. It was known that he never failed in any
project. He had worked for the company for than 13 years.
In his 13
th
loyal year, for the first time, the project he was working on was turned down by
the management. He just could not take it. It was unbelievable and an experienced experience
for him. He became too low. He started to keep it to himself. The jovial nature he was known
for was gone. In the mean time, he lost 4 more projects. And right after the 5
th
time, the star
employee of the company got the formal warning of being sacked. He felt different this time.
The next project he took it as a challenge. Not mere completion, he wanted to make sure that
it was the best project he had ever handled. He worked hard, day and night. He forged,
crooked, lied and manipulated data. He just had to do his job. He got way too optimistic
about his work, leading to negative things. In the end he managed to pull off the project. He
could see his laurels turning back towards him. Just when he felt he was changing his stars,
his reality was revealed in an audit. All his forgeries were caught. And came his immediate
suspension. He could not believe his luck.
Q.1 Do you think what Rajan did was justified? If not, then what should had he done?

57

PATIENCE AND TOLERANCE

Patience is NOT the ability to wait but how you act while you are
waiting. Joyce Meyer

Theres much grace in acceptance. Its not an easy concept but if you
embrace it, you will find more peace than you ever imagined.
-Loretta

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Patience is the act or power of calmly or contentedly waiting for something due or hoped for
Patience is related to timean enormous issue for most of us. Impatience may reveal an
inner restlessness, a belief that the next moment, the next appointment, is more important.
Perfectionism condemns mistakes or failure, but patience understands and forgives. All
relationshipshusband and wife, parent and child, or professional colleaguesrequire
patience.Impatience may reveal an inner restlessness, a belief that the next moment, the next
appointment, is more important.
Patience is not the ability to wait, but it is the ability to wait with a good attitude. One may
have to wait for the other person but if he is unable to keep his temper in control, he cant be
called as patient. To be patient requires an ability to be internal while being keenly observant
of the people and things in the external environment
Impatience gives rise to other feelings like frustration, annoyance, resentment and anger.

PATIENCE AND TOLERANCE AT THE WORKPLACE
Patience is a very important virtue that must be taken care at the work place. At work place
when we are under the obligation of the boss, our patience levels must be high. We must
react rationally to our seniors outburst. Some important ways to increase patience are
Learn the culture of the organization.
If your company presents a composed and comfortable disposition even during testing times,
you need to reflect the same. You should fit into the style of the company. A single person
cannot alter the culture of the company. You can learn a lot from the way your company
responds to customers and employees.
Identify key people and observe their behaviors.
Apart from mere interaction with managers and bosses, you need to study their behaviors and
reaction patterns to get a clear picture. Identify the key people. There are some people who
might not occupy managerial positions but demand significant respect and attention from all
59

the quarters. You need to get into the good books of all the key people to benefit in the long
run. The way the key people react to testing situations also gives you a clue on whether to
remain calm or react immediately.

Appreciate the gravity of the situation.
If you seem to lose patience, try to understand if the outcome is significant or not. You need
to understand the nuances of various situations to judge the outcomes. Even though it takes
some time to come to terms with such situations, you can gain and learn a lot through other's
experiences. Keep asking questions to managers and senior employees.

Formulate an appropriate reaction pattern.
As you identify the culture and the behaviors of the key people of the organization, you can
easily frame your own reaction pattern. Do not try to be what you are not. With a little
amount of flexibility, try to alter your existing style to suit with the various organizational
factors. Focus on the various circles of influence and try to make the best use of situation and
work effectively to move up the corporate ladder

Test your reaction patterns and behaviors with peers.
Experiment with your peers and ask for feedback. Learn from the various outcomes and link
your behavior with the right attitudes. Foster better relations with all the employees and try to
remain patient most of the times. This adds more friends to your existing list of friends. Look
ahead into the future and alter your personality style accordingly.

60

A great story about patience

61

STRATEGIES FOR DEVELOPING PATIENCE

An employee shall become more realistic in his expectations.

He shall Expect and plan for delays, complications, and setbacks.

He shall view the setbacks as temporary and shall have the courage to overcome it.

An employee shall have the mentality of the problem solver and not of the victim.

He should be able to distinguish the things over which he has control vs. the things that he
can't change.

He should know what is right or wrong.

He shall be able to reject bitterness and negativities of a situation.

He shall take inspiration from his past to take up courage.

Shall not panic in any situation.

Should know how to respond with calmness when everyone else is overreacting

62

THE BAMBOO STORY
Like any plant, growth of the Chinese Bamboo tree requires nurturing - water, fertile soil,
sunshine. In its first year, we see no visible signs of activity. In the second year, again, no
growth above the soil. The third, the fourth, still nothing. Our patience is tested and we begin
to wonder if our efforts (caring, watering, etc.) will ever be rewarded.
And finally in the fifth year - behold, a miracle! We experience growth - and what growth it
is - 80 feet in just six weeks!
But let's be serious, does the bamboo really grow 80 feet in six weeks, or does it actually take
five years for this sudden burst of activity?The bamboo.An analogy to our own experience
with personal growth and change. Never easy, slow to show any progress, frustrating and
unrewarding at times. But worth it, if we can be patient and persistent.
This is the critical variable in attaining new skills - in developing ourselves. It is our ability to
stay persistent even when we are unable to see any growth on the surface.
Can we stay focused and continue to believe in what we are doing even when we don't see
immediate results? In a culture driven by instant gratification - this is our biggest challenge.
As we tell our children, remember to 'Keep trying! And NEVER give up!' The change may be
slow - even invisible at times - but suddenly, as in the case of the bamboo, we will surprise
ourselves

63

THE CASE STUDY
Ajay and Rishi worked for Star Alliance Co. based in Indore. Ajay was working with Star
Alliance for 11 years and Rishi was working for 9 years. Both were experienced employees.
Ramesh, their supervisor had been there incharge for 8 years. He knew them well. He knew
their potential and limits. He never pushed them beyond them. Ramesh knew how to bring
the best out of them without tiring them out. But Ramesh was replaced by Anamika.
Anamika went by the motive getting the work done at all costs.
Anamika used all the ways she knew, to get a job done. She used to shout at employees,
abuse them in front of the whole office. The history of the company has never seen so much
of demotions since she took over. No one dared to go against her. Ajay and Rishi both were
in the same team. They were shocked to see how employees of experience at their level were
being treated with such disrespect. This scenario went on for a year. Ajay and Rishi were
both patient all this time. But when the project on which both of them were working on all
this was turned down by Anamika, both of them gave it up. Ajay decided, patiently and
silently leaving the job. But Rishis patience had given away. He decided to stay in the
system and turn it around. To go to the top level against Anamika. While Ajay got busy
looking for another job, Rishi got busy going after Anamika.
Ajay got a new job with a similar salary. But Rishi not only got to overthrow Anamika, but
managed to get a promotion too. Thus Rishi became the new hero of the company. The
saviour of the rest.

Q. whose decision you think was justified? Why or why not?

64

MOTIVATION

Theres a difference between interest and commitment. When you are interested
in doing something, you do it only when its convenient. When you are
committed to something, you accept no excuses; only results. Kenneth
Blanchard

65

MOTIVATION

Motivation is the processes that account for an individuals intensity, direction, and
persistence of effort toward attaining a goal.
Employee Motivation - The 5 Master Keys for Success
Employee motivation is a mystery for many managers. But, it doesn't have to be. Instead,
understanding how motivation impacts employee performance, and understanding how to use
motivation to improve performance can be reduced to five master keys. Organizations
desiring to improve employee motivation need a system in place that consistently rewards
employee achievements
However, not all employees respond to the same motivations. Each person has his or her own
likes and dislikes, passions, interests and desires. The role of the successful manager is to
learn how to identify what motivates each employee, and learn how to leverage those motives
to simultaneously fulfill the goals of the organization, as well as the goals of each employee.

The five key employee motivation factors include:

satisfaction
appreciation
recognition
inspiration
compensation
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1. Employee Motivation by Building Satisfaction:

Employee motivation as it relates to employees satisfaction is vitally important. And, it goes
way beyond just a "happier workforce. It is so because there is an undeniable link between
satisfied, motivated employees, and satisfied customers. In other words, focus on creating
satisfied employees, focus on employee motivation, and those motivated, satisfied employees
will take care of your customers.

2. Employee Motivation through Genuine Appreciation
At times, managers unknowingly sabotage employee motivation by failing to recognize
the positive behaviors and achievements of their employees. As a result, employees don't
know whether or not they are doing a good job.

It is often said, "The only time we ever hear anything from management is when we do
something wrong!"
Fortunately, savvy managers can improve employee motivation by rewarding employees with
personal attention. This can include a pat on the back, a hand-written note, or a quick
comment in the hall.
By being specific, the employer comes across as much more sincere, and the employee
realizes their actions are truly being watched. And, a highly level of employee motivation is
the natural result.
3. Employee Motivation through Recognition
Many people will do for recognition what they will not do for money. And, this is the
manager's secret weapon for employee motivation. Some people are motivated by the
opportunity to get their name on the wall, receive a trophy at an annual banquet, or see their
name in the company newsletter. It gives them an "emotional payoff" for their actions.

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4. Employee Motivation through Inspiration
Inspiration comes from leadership. This form of employee motivation includes the company's
mission, purpose and goals. People want to be part of an organization that is going
somewhere, that stands for something, and that provides a meaningful service to the
marketplace.

If you want to lead an inspired, mission-guided organization, follow these steps and watch
employee motivation improve dramatically.
Have a clear mission - in other words, know where you are going.
Be excited and passionate about your mission. After all, if you don't get excited, they won't
either.
Be able to communicate the mission, it's value to the marketplace. In other words, why it's
worthwhile.
Make sure everyone in the organization understands and can communicate the mission.
Be sure employees understand how they fit into the process of fulfilling the organization's
mission.
Make the connection between the mission and the individual values and goals of your
employees.
Keep your mission in front of everyone in the organization

5. Employee Motivation through Compensation
Some employees are motivated by money. In fact, most are motivated by money; at least for
their basic needs. Employee motivation through compensation can come in the form of raises,
performance bonuses, commissions, profit sharing, or any number of "extra benefits" like,
automobiles, vacations, or other tangible items purchased and used as rewards.

68

A positive motivation philosophy and practice should improve productivity, quality, and
service. Motivation helps people:
1. Achieve goals;
2. Gain a positive perspective;
3. Create the power to change;
4. Build self-esteem and capability,
5. Manage their own development and help others with theirs.

CONSEQUENCES OF DEMOTIVATION

1. No productivity
2. Disappointed
3. Decrease of innovation abilities
4. Negative impact on others
5. Poor role model
6. Lazy at work
7. Always complaining about work and time
8. Less interaction with others

Disadvantages of Motivating Staff
There are no real disadvantages to successfully motivating employees, but there are many
barriers to overcome.
Barriers may include unaware or absent managers, inadequate buildings, outdated equipment,
and entrenched attitudes, for example:
"We don't get paid extra to work harder."
"We've always done it this way."
69

"Our bosses don't have a clue about what we do."
"It doesn't say that in my job description."
"I'm going to do as little as possible without getting fired."
SELF MOTIVATION:
1. Have a cause
2. Have a dream. A big dream.
3. Let go of the past
4. Be willing to leave your comfort zone.
5. Don't be afraid to make mistakes
6. Live fully in the present moment.
7. Choose to be happy. Commit yourself to joy
8. Keep motivators around your work area things that give you that initial spark to get
going.
9. Know yourself
10. Stay Positive, See the good in bad
11. Stop thinking, Just do.
12. Help others. Share your ideas and help friends get motivated. Seeing others do well
will motivate
70

CRITICISM
Criticism is an aspect which is dreaded by most. Everyone wants to give their own opinions,
but when it comes to criticism by the others, people get scared.
Receiving criticism is very tough. Many get agitated when they are criticized. But
receiving criticism is an art.Criticism shall be taken gracefully.It shall be evaluated and if it
makes sense then it must be implemented.
Accept the criticism immediately and empathetically.Thank the other person for giving a
feedback.
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Motivation differs with gender. Females are motivated in different way as compared to males
at workplace.

72

THE CASE STUDY
MOTIVATION
Dreamworks, a Gurgaon based software company hired two new employees Kanika and
Pankaj from different colleges and cities. Pankaj was Delhi based and Kanika was based in
Chandigarh. Both worked in the same team under the same boss, Neeta. Neeta, 46, was
known to be strict with the roles. She didnt like people playing around during work hours.
Kanika was noticed by everybody in office partly due to her hard work and overtimes and
also her looks. Pankaj wasnt that much popular. He kept to himself and his work. But both of
them were great friends. Kanika and Pankaj completed their first year with the company.
When the appraisal results were out, Kanika was shocked to see Pankaj getting promoted.
She was furious as she believed, she did all her work, she stayed up late in the office while
Pankaj never did a single overtime. She stormed into Neetas office complaining about
gender bias. She felt her female boss favoured her male colleague. She even let it affect hers
and Pankajs friendship. Her performance dipped down very badly. Raja Srinavasan, Neetas
colleague observed everything. One day he talked to Kanika about the situation, warning her
not to loose heart and hope. He told her to be focussed and aiming straightforward.
Srinivasan told her that she had done well to be a contender for appraisal. Hearing words of
appreciation from a senior, she felt better. Neeta got promoted and Srinivasan became Pankaj
and Kanikas boss. This gave her even more motivation. Kanika started managing her work
in a way that overtime was not necessary. She did well in the following 10 months and today
she is at par with Pankaj.

Q.What would have you done if you were at kanikas position?

73

PROJECT-2

Budgeting the training and development
program

74

BUDGET

A budget is a list of all planned expenses and revenues. It is a plan for saving, borrowing
and spending. Before starting any training and development program, a very important
part is estimating the budget or the cost that will be incurred by the organization.

If the cost input is greater than the profit that is estimated to come from the employees
after training, then the idea of a training and development program may not be financially
sound.

Here is the example of the budget of the training and development program.

75

CONNECT BROADBAND

BUDGET FOR TRAINING

TRAINING PROGRAMME-15 JUNE 2014 TO 17 JUNE 2014

(2:00 PM- 3:00 PM)

(AT WORKPLACE)

GUEST FACULTY- ABC

NUMBER OF EMPLOYEES FOR TRAINING-20

GUEST FACULTY 20,000
TRANSPORTATION 8,000
TRAINING
MATERIAL 10,000
LODGING 8,000
FOOD AND REFRESHMENT 15,000
WAGES AND SALARIES OF EMPLOYEES PARTICIPATING IN THIS PROGRAMME 12,000
OPPORTUNITY
COST 1,800
HONORARIUM FEE
ELECTRICITY BILL 600

TOTAL COST 75,400
This T&D budget decides the fate of the program.

76

QUESTIONNAIRE
VIDEOCON TELECOMMUNICATION LTD
Monday, July 04, 2014

EMOTIONAL INTELLIGENCE

1. Even in the most trying of office meetings, I am able to keep a cool head
a)strongly disagree b)disagree c)neither agree nor disagree d)agree e) strongly
agree

2. I never raise my voice to make a point
agree

3. I believe that I will be able to reach my short term as well as long term goals.
agree

4. When I have a difficult problem, i try to look at it from different angles in order to
come up with a solution.
agree

5. I am confident in my ability to make correct decisions at work.
agree

6. People often take my ideas and run with them
agree
77

7. Resolving interpersonal conflicts is an activity that I enjoy at workplace.
agree

8. Do you find that you are prone to negative thinking about your job.
agree

9. Do you feel misunderstood or unappreciated by your co-workers.
agree

10. Do you find yourself getting easily irritated by small problems or by your co-workers
and team
agree

11. I never create a scene in public by raising my voice to make a point at my workplace.
agree

12. I can find the good in even the most disagreeable people and situations.
agree

13. Do you feel run down and drained of physical or emotional energy at your workplace.
agree

14. I spend so long at work that my outside relationships are suffering.
a)strongly disagree b)disagree c)neither agree nor disagree d)agree e) strongly agree

78

15. I feel annoyed when people in my team are not performing upto the mark.
agree

79

PROJECT-3

Exploring ideas for employee engagement at
workplace

80

ACTIVITIES SUGGESTED BY ME FOR EMPLOYEE
ENGAGEMENT
Introduce this as a competition in your organization.) Ask every employee to
contribute their innovative ideas to increase sales of your company. Collect every idea
and then select the best ones out of them. Implement them. The idea generating
highest sales wins the competition. Give an award or prize to the idea contributor.
This will encourage other employees to contribute their ideas in such competitions
which will help the organization to increase its profits.

The Cute Child Put the childhood picture of an employee, and let the employees
guess who it is. After about a week, put the current photo of the employee; with a
small prize for the winner.

Change Yes, We can For one day, one employee has to change something about
him or her. It could be dress code, tone, walking style or accent. But some noticeable
change.

Management Feedback Day An evening is scheduled in which the employees can
ask the management about the issues that they face, know about the companys
strategy; basically ask the management anything that they want to know about the
company or convey their grievances. By the way, my article on Management
Feedback Day was recently published in HRD Newsletter, so you can revert if more
information is needed regarding the Management Feedback Day.

We can organize a Thank you program wherein everybody will vote thanks in secret
ballot and person and the most thanked person can be nominated winner.

We can tell various departmental teams to name themselves (team itself) in funny
way. This should be a collective effort.

We can include some policy matter such as leave / cash gift / Dinner in hotel to
employee on the occasion of birthday / marriage / anniversary / new born in the
family etc

Appreciation corner for star performers- This board can have pictures and
appreciation notes written for star performers.

I think holding department wise forums once in a month where in employees can
raise their concerns and at the same time come up with a feasible solution to their
grievance would work

Here in this activity employees would work on a solution together with their bosses,
they would be able to understand each others problems while arriving at a solution,
thereby resulting in a better bonding and understanding between the team and the
boss.

81

One employee from each department can be randomly selected. She/he would be put
as an apprentice under an employee from the department of his choice (other than his
own) for two weeks.

Pot lunch - everyone in the team should prepare 1 special interesting dish from home
and have lunch together

Z Cube - This stands for Zeal Zest and Zing which is a team building activity every
quarter. The team goes for an outing where the theme is to have team building
activities.

An employee (at any level) can have the better understanding to solve the issue. There
could be an open court of all employees where they discuss their issues and come up
with the best solution to management. By doing this an employee will have the
feeling that their views and thinkings have importance in organization.

There could be the facility rather opportunity naming CHANGING ROLE at par
levels in organization that e.g. a person in production department can switch over in
purchase department (Of course after analyzing) if he or she thinks or deserve to be
more productive in new area rather than in existing one.

Employees can asked to write their daily or weekly or monthly report in a way that
the best written gets the acknowledgement as REPORT OF THE MONTH

82

THE CONCLUSION AND FUTURE BENEFITS

Working as an intern at VIDEOCON TELECOMMUNICATIONS LTD, was a fruitful
opportunity. The training and development program being the most important project that I
undertook. The T&D program is very beneficial to the company because increases the
productivity of the employees. The program gives a new pathway to the employees It gives
them a new direction to think about. Training and development program increases the
employees efficiency thus giving a positive impact on productivity and hence profit of the
organization.
Emotional Intelligence is an area which is very important in todays world of stiff
competition but it is being ignored widely. If an employee is not emotionally sound, he will
never be able to perform well.
This program helps an employee to be stress-free, optimistic and motivated about his work. It
also tells how patience becomes an important aspect in hierarchy of the organization.
Budgeting of the program is very important because it is the direct financial impact of a
training and development program.
Employee Engagement is also the most important part of HRM. This minor project was very
interesting; this made me think of different activities that can be implemented in an
organization. I find this project very creative and out of box thinking. Also discussing
different ideas with the peers was of great learning.
Thus I would like to conclude by saying that I am really grateful to be a part of such a worthy
company, and I was lucky enough to handle some of the important projects.

83

References
1. www.connectbroadband.co.in
2. Department manuals
3. HRM by VSP RAO
4. HR policies of the organization
5. Employee Interaction
6. Discussion with HR managers
7. Previous records
Articles:
8. http://www.legalleadersblog.com/2011/10/10/emotional-intelligence-eq-leadership-
frame-1/
9. http://emotional-intelligence-eq.co.uk/uk-emotional-intelligence-training/emotional-
intelligence-how-it-works/
10. http://coachgrowth.wordpress.com/2013/10/22/emotional-intelligence/
11. http://www.psychologytoday.com/blog/here-there-and-everywhere/201111/three-recent-
studies-emotional-intelligence-ei
12. http://www.danielgoleman.info/topics/emotional-intelligence/
13. http://www.6seconds.org/2013/05/29/healthy-classrooms-emotional-intelligence-and-
brain-research/
14. http://www.businessballs.com/traindev.htm

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