"Soften" mantra for Fresh Life
“SOFTEN” Mantra for UCOites - P A Thomas
Member of Faculty
A high school student once gave a thought for the day in the school assembly. He said, “Today is the first day of the rest of my life.” What a beautiful statement! Many of us live our lives so mechanically that repetitive boredom creeps in without our knowledge and tomorrows do not hold any excitement for us. The re-affirmation that today is the first day can bring about a drastic change in one’s outlook on today and the tomorrows.
Just look around us. What does the present and future have to offer us? The answer lies in us and nowhere else. For some, tomorrow is the threshold of a new dawn, a dawn of hope, opportunities, and never before possibilities’.
And tomorrow is here. Tomorrow is already here to be encountered, challenged and won. But, we have to bear in mind that the tomorrows we are going to face are going to be significantly different from the ones we have faced in the past. The tomorrows we are speaking of, present you with mind-boggling changes in technology, family and lifestyles.
Life has become comfortable, distances have become shorter, capabilities have enhanced, and the speed of life has accelerated so much that no one has time for trivia. Technology has empowered man to such an extant that it is not only enhancing individual freedom, but also bringing us face to face with break neck competition and speed. Technology will turn the spotlight on the individual, small or big, and these individuals will have access to information.
If one looks at the economical changes, one can clearly discern the fact that economic alliances are deciding the political equations in this world, which is slowly but surely shrinking into a global village. The Mega corporations are vying with political states to gain control over business and even running of the industry and business. Business has started moving to where people are rather than people moving to where work is. The tremors of competition are already felt by hitherto protected sectors like Insurance and Banking. Liberalization, Privatization and globalization have put India on a roller coaster drive and competition is becoming stiffer by the minute in any service area.
People’s life styles also changed. People look for quality at the right price. They are also conscious of the brand the products carry. Exclusivity of the products/services is also of concern to the customers. People are concerned about speed of service, and convenience has become a decisive factor in our lives in choosing what and when. Value addition and customer delight have become the order of the day. The choice available around has become abundant to the extent that it made the customer virtually THE KING!
Families have become nuclear. The speed of lives and careers have had made dents in relationships. In India, the family concept is still considered stronger. The elders are still respected not merely for their age, but for their inherent wisdom. Human values, however, are in for a major shakeup. For instance, respect as a value will be there, but it will be behavior-bound than role-bound. Children will only respect us if they feel that we are worthy of respect and not because of our age.
Yes! The scenario is spell binding yet and exciting too. Spell binding because we have never seen such momentous changes in our lives. Exciting because we are going to live in this challenging time when our tomorrows reach us faster than we can imagine.
How do we cope with our today and tomorrows?
The first step is to become a VISIONARY. Having a vision can help us in charting our goals because vision gives clarity to our goals. Vision is the preferred future state and presents the bigger canvas beyond. But how many of us are visionaries?
In this world, every single sane individual is a visionary. But we are visionaries only in patches. We envision whenever we want to and whenever we know that there is some personal benefit accruing out of that envisioning. Most of us are not visionaries on a continuous basis. I am a visionary when I think of my daughters’ education. I am very concerned about her marks, her entrance exam, her admission etc.So all my actions are based on that vision of mine. I will be very passionate about this vision of mine and it will engage all my time and effort if so needed. At the same time, I may have views on many other matters of common interest and concern and would have my likes, dislikes and views about such matters and would also sincerely like to do something about it. But finally nothing happens or goes the way I planned and I start complaining that the system is wrong and what a single person like me can do in this regard.
I conveniently forget that I was the same single person who moved heaven and earth to get admission for my daughter in the best professional college.
In simple terms if I am passionate about anything and I have clear-cut vision to go ahead, I WILL ACHIEVE WHATEVER I WANT TO.
Having a vision and no action plan to reach the vision is no good at all. Having a crystal clear action plan and executing the action plan is also equally important.
However, the current scenarios also will present you with situations in which you will have to choose and change your direction. It is not going to be a bed of roses. It is going to be one mad rush for being one up. There is going to be exhilaration of victory and heartaches of setbacks and failures. It is here that we have to be prepared in our current scenario to face the challenge as they come.
It is here that you need to look into yourself and find out what your inherent strengths and weaknesses are and try to steady yourself for the future. Knowledge of self indicates where you are standing and then you can decide where and which direction you should go.
Moreover, this also helps you in being levelheaded in success and failure. Resilience helps you in failure, but what about managing success? There were so many who were mighty successful, but could not manage their success very well. However, some manage to tide over their difficulties and emerge successful, proving their ability to challenge the setbacks and come back with a bang. Henry Ford, Abraham Lincoln etc are people who dared to believe they can and they came back.
The current scenario should spur us to change and to accept the changes as inevitable and to shape ourselves to face tomorrows with grit and guts. The current scenario should give you the added impetus to go ahead and challenge the status quo and to evolve the right strategy to meet the tomorrows head-on.
Let us start now--- to create a tomorrow today with what we have got today, because we have it within ourselves. Let us create building blocks to go beyond success even.
Building blocks for Success have to be developed, stacked up and held together by a personality who has the stuff in him to show the world that he matters. There are many who choose to be also-rans, but the person who builds his/her tomorrows today with the blocks he/she had created, will be the person to whom the whole world will look up to. The records are meant to be broken and the road to excellence is always under construction.
Let us get started to be the benchmarks in our banking industry.
Start challenging yourselves as leaders.
Convert yourselves to be total Quality Person
Personal grooming has donned vital roll in this challenging scenario. To be acceptable to the people as a person is more important before they accept your bank and banking products. We all are ambassadors of our Bank. Remember first impression is the best impression. Remember we will never get a second chance to make a first impression.
Body language
Human beings, the most advanced version of living beings created by God, was given the unique ability to communicate verbally and they went ahead and innovated on so many languages, so much so that today, we gave a language each for each section of the society. It has spearheaded communication revolution. However, it has had its share of disadvantages as well. Verbal communication took the forefront and nonverbal communication was made a complementary language.
Before languages were born, human beings communicated only non-verbally. Sign language was the order of the day. Even today, any child born need not be taught body language. Every child understands body language. Yes, it is the original language software that God gave us.
Body language has become an important area for research of late; people have started accepting the importance of body language. There is only 16% impact in verbal communication. But the impact of nonverbal communication is as high as 70%.
Body language is also known as Kinesics. Kinesics is the science of movement. Body language can be broadly divided into three parts-gestures, postures and facial expressions.
Body language is the art of seeing what others are thinking. Seventy percent of the communication exchanged are nonverbal or depend on body language.
While communicating, effectiveness doubles when one concentrates on two aspects:
1. Understand what is not being said by others
2. Others must understand what you say.
It is easily said than done.However, as someone gains awareness of nonverbal behavior, and attempts to interpret the body language of others, he or she becomes inwardly conscious of his or her own gestures. This results in more effective communication.
To understand body language, one can do the following:
1. Keep an open mind.
2. Observe your own posture and gestures when you are in different moods and frames of mind. Try to interpret them.
3. Observe the body language of others. These movements can indicate thoughts and emotions
4. Learn to read and interpret body and spoken language and draw conclusions. In other words, do not jump to conclusions just by seeing one gesture, posture or expression.
5. Learn to control your body language, sending only those signals that you truly wish to send.
6. Treat your body language as a special language and master the same with practice.
How to improve, tune and polish ones body language?
Use the SOFTEN technique. The mnemonic SOFTEN can give you the direction to practice effective and positive body language.
SMILE- Open smile open doors.
OPEN POSTURE-Always avoid defensive and closed gestures and postures. Crossing your arms and legs can give a closed look.
FORWARD LEAN- Lean forward when you wish others.
TOUCH-Touch people mentally and physically at the right place in the right manner at the right time. Observe and respect others’ privacy and be careful of the culture and background of the person in front of you.
EYE CONTACT- with your eyes, look at the face of those who face you. Taking the eyes off gives a signal that either you are ignorant, or you are hiding or you are lying!
NOD- Apart from agreement , this is the sure shot signal that you are listening and that you will not interrupt.
SOFTEN your behavior. Be polite to your customers. WIN over the hearts of the people by your SOFTEN techniques.
You don’t have to be taught the science of body language, but you have to trim and polish the same for effective communication. Effective communication is all about touching others. SOFTEN technique has got a major role to play in building relationships; which in turn will be translated to generating business for OUR BANK.
Best Wishes From- P A Thomas,Member of Faculty ,Central Staff College,Ucobank,Kolkata
(Courtesy to Shri.G Balachandran,Renowned HR tsainer and former National Executive Vice president of JAYCEES INTERNATIONAL)
Now let us do some exercises which enhances your capability for building relationships
Exercise No.1
There are countless ways to build rapport with customers. The puzzle below contains words that complete the following rapport-building techniques. We’ve done the first one for you.
1. Use the customer’s N A M E
2. Say _ _ _ _ _ _ and _ _ _ _ _ _ _ _ when asking customers for _ _ _ _ _ _ _ _ _ _ _.
3. Explain your _ _ _ _ _ _ _ when you have to say _ _ t a customer’s request.
4. Show your _ _ _ _ _ _ _ _ in the customer’s needs.
5. Show _ _ _ _ _ _ _ for the customer’s _ _ _ _ _ _ _ _.
6. Let the customer know what his or her _ _ _ _ _ _ _ are.
7. _ _ _ _ _! Even if you’re on the phone!
Words can appear horizontally, vertically, or diagonally, and may go in any direction.
Answers: Please, thank you, information, reasons, no, interest, empathy, feelings, options, smile
Exercise No.2
Are You All ears?
Some people are good listeners while others are not. Most of us fall somewhere in the middle-we’re good listeners in some situations, with some people, when discussing some topics. Take a moment now to evaluate your listening skills. How do you believe the following people would rate you – on a scale of 1 to 5- as a listener?(5=best)
Yourself ---------
Your customers ----------
Your spouse ----------
Your boss ----------
Your co-workers ----------
Your best friend ----------
Now add the scores together and plot the total on the listening spectrum
5 10 15 20 25 30
Brick wall The human ear
If your score is below 20 , you must improve your listening habit.
Exercise No.3
Review the following list of poor listening habits and mark each with an “F”(frequently), “S”(sometimes), or “R” (rarely) according to how often you exhibit the tendency:
------- I pretend I’m paying attention when my mind is drifting off.
------- I cut people off or finish their sentences because know what they’re going to say.
------- When someone is speaking to me, I look around the room to see what else is happening.
--------I shuffle papers on my desk or start doing some other task when someone talks too long.
-------- When someone is speaking, I plan what I will say next.
-------- When a person speaks too fast or uses words I don’t understand, I let it go and listen only for what I do understand.
What can you do during the upcoming week to improve your listening skills?
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How to Enjoy Work and Life
HOW TO ENJOY LIFE AND JOB
RULES FROM D.C.
1.YOU ARE UNIQUE. DO NOT IMITATE OTHERS.
2.PRACTICE FOUR CARDINAL WORKING HABITS
A.CLEAR OFF DESK OF ALL PAPERS EXCEPT ONE DESERVING IMMEDIATE ATTENTION
B.PRIORITISE THINGS TO DO
C.WHENEVER FACED WITH PROBLEMS,TRY TO SOLVE IT AS EARLY AS POSSIBLE IF RESOUCES ARE READILY AVAILABLE.
D.LEARN TO ORGANISE,DELEGATE AND SUPERVISE
3.LEARN TO RELAX AT YOUR WORK PLACE
4.PUT ENTHUSIASM INTO YOUR WORK.
5.COUNT YOUR BLESSINGS NOT YOUR TROUBLES
6.REMEMBER THAT UNJUST CRITICISM SOMETIMES CAN BECOME DISGUISED COMPLIMENT
7.DO THE VERY BEST YOU CAN
8.DON'T CRITICIZE,CONDEMN OR COMPLAINT
9.GIVE,HONEST ,SINCERE APPRECIATION
10.AROUSE IN THE OTHER PERSON AN EAGER WANT.
11.BECOME GENUINELY INTERESTED IN THE OTHER PERSON.
12.MAKE THE OTHER PERSON FEEL IMPORTANT AND DO IT SINCERELY
13.SHOW RESPECT TO THE OTHER PERSON'S OPINION. DON'T SAY "YOU ARE WRONG"
14.BEGIN IN A FRIENDLY WAY
15.GET THE OTHER PERSON SAYING 'YES','YES', IMMEDIATELY.
16.LET THE OTHER PERSON FEEL THAT THE IDEA IS HIS OR HERS.
17.CALL ATTENTION TO OTHER PERSON'S MISTAKES INDIRECTLY.
18.TALK ABOUT YOUR MISTAKES BEFORE CRITICIZING THE OTHER PERSON.
19.ASK QUESTIONS INSTEAD OF GIVING COMMANDS.
20.LET THE OTHER PERSON SAVE FACE.
Fear Not of Bad Incidents
FEAR NOT OF BAD INCIDENTS
Once a man lost his horse when it broke out from the enclosure and disappeared into the hills .Villagers came and sympathised him and said to him " What a disaster .Terrible news about the horse".
But the Man replied firmly accepting the challenge as it comes.
"Could be Bad news,Could be Good News.God only knows".
A week later the horse returned with another twenty wild horses. Suddenly the man become the owner of 21 horses. The villagers were excited and said to him "What a happy news about the horses'.But our man just replied firmly accepting life as it comes. "Could be Good news,Could be Bad news God only knows".
A few days later while he was taming the the new horses , one particular wild horse threw him off,breaking his leg. The villagers were anxious and opined that it is a bad news about the broken leg.. But this time also that man replied firmly accepting the challenges of life as it comes."Could be Bad news ,Could be Good news.God only knows".
Two weeks later the country went to war and the recruiting sergeants came to the village to enlist all the men.But because our man had a broken leg, he was spared. The other villagers were delighted for him.They said "Marvellous news about you,staying safe in the village".
But this time also our man replied firmly accepting the life as it comes "COULD BE GOOD NEWS ,COULD BE BAD NEWS,GOD ONLY KNOWS"
FACE THE CHALLENGES OF LIFE AS IT COMES. THE ENERGY YOU DERIVE WHILE OVERCOMING A CHALLENGE WILL BE THE DRIVING FORCE FOR TOMORROW"
Famous Quotes
" ALL THE FORCES OF THE WORLD ARE NOT AS POWERFUL AS AN IDEA ,WHOSE TIME TIME HAS COME"- VICTOR HUGO
"What brings about the portentous union between idea and opportunity?. Enterprise is the short answer. The bold pursue their dreams,knock on every door,refuse to be knocked down by adversity and persist till fortune opens her arms" - By Unknown- quoted from "The Economic Times".
" Maestro, I heard the sound of the unborn. I heard the sunrise , warming the petals of roses" - Dr.Pritam Singh.
" Watch your thoughts,they become your words.
Watch your words , they become your actions.
Watch your actions,they become your habits.
Watch your habits,they become your character,
Watch your character,for it becomes...YOUR DESTINY"
" While the cost of action will be great,I can assure you that the cost of inaction will be far greater , for it could result in an economy that sputters along for not months and years , but perhaps a decade. That would be worse for business, worse for you and worse for the next generation. AND I REFUSE TO ACCEPT LET THAT HAPPEN. " BARACK H OBAMA.
Team Work
" None of us is as smart as all of us" Ken Blanchard
"Coming together is beginning.
Keeping together is progress
And working together is success" Henry Ford
" Talent wins games. But Teamwork and intelligence wins championships" - Michael Jordan
" Contrary to popular belief , there is an "I" in "TEAM". It is the same "I" that appears in Responsil\bility. - Amber Harding
LEADERSHIP BY EXAMPLE
A true leader is a person who RESPONDS spontaneously to situations. RESPONDS PROACTIVELY-DOES NOT REACT.He is fresh in his ideas and continuosly keep himself alive.
A small story.
There was once a great war between two countries. On a hot afternoon a man in civilian clothes, was riding past a small group of soldiers digging a huge pit, doing a seemingly impossible task. The group leader was shouting orders and threatrening punishment if the work was not completed within an hour.The man riding the horse stopped and asked ‘ Sir why can’t you help them yourself?’.
The group leader replied.” I am the leader.The men do so as I command them.if you feel so strongly go help them".
The man worked with the soldiers till the job was finished.Before leaving he congratulated the soldiers for their work and approaching the group leader , said.
"The next time your status prevents you from supporting your people ,infom your higher authorities , and I will provide a more permanent solution."
The group leader was completely taken aback.Only now he realised that the man was infact the supreme commandant ,the President of the States.
Most of us achieve the status of a leader not the state.Status comes from society. State means our inner space.Our inner space should be mature enough to handle the responsibility which we assume.Each one of us is a potential leader.The quality of leadership arises from one’s ability to take resposibilty for a particular organisation with tremendous awareness and maturity.Then the inner space will start transforming and send the right words and actions.
"Chakde India"-A Management Movie
"Chakde India"(Hindi movie) , is a classic example of building a successful team . If one watch this movie and analyse it critically, a patriotic feeling will linger on. This movie teaches us the basic principles of team building; whether it is in sports, corporate world, organisations or anywhere.Proper motivation and sincerity in pursuing a goal will end up in realising the dream . For a team to succeed , individual agenda should be set aside and should focus on group agenda. Perseverance of a coach to convert every stumbling block to stepping stone has succeeded in attaining the near impossible goal.
There will be hurdles wherever and whenever we strive for our goal. When we succeed ,the sweetness of victory adequately compensates us for our bitter experiences.
Learnings.
1. Have self believe
2. Have faith in God .
3.Derive the best out of team work.
4.Identify the weakness and strength of each member in the group and effectively utilize them.
5.Review and corrective mechanism .
After the initial failure of protogonist Kabir Khan, he was rejected by the media and thrown out from his home(COMFORT ZONE). He DETERMINED to regain his reputation. He waited for seven years with PATIENCE. He transforms a raw hockey team (in whose selection he had no role) to a cohesive winning team by exerting many management tools like the following effectively:-
1.Thrusting upon them ruthless discipline.
2.Endless hours of training and hardwork
3.Instilling in them the much necessary cohesiveness by allowing them to fight against the eveteasers and thrashing them out by united , callous hits.This incident gave them the courage to overcome any adversity unitedly. One may quickly remember the famous quote from Shakespeare's 'As You like it' . "Sweet are the uses of adversity,which like toad,ugly and venemous;still wears a preciuos jewel in its head".
4.Taking enormous risk by pitting the women's team against the powerful Men's ,when it was suggested that the women's team will not be sent for world cup ; thus giving an opportunity to the public at large to realise the mettle of women's team.
5. Effectively utilizing the strenght of each member by shedding all inhibitions.
6.Identifying the weakness of the enemy and striking accordingly.
I recommend all of my friends to watch this movie atleast once.
P A Thomas
P A Thomas is currently working as Faculty Member in Central Staff College of Ucobank ,Kolkata, India. Ucobank is a leading nationalised bank incorporated in India , having more than 2000 branches spread across the globe. Started by the business tycoon Shri.G.D.Birla on 6th January 1943 , the bank grown at a faster pace that, it overtook all the major banks working in the country within 20 years of its establishment. Currently this bank is lead district manager for 34 districts all over India. It is SLBC chairman for two states. Orissa and Himachal Pradesh. Central Staff College of this bank functions at Salt Lake Kolkata in its own building.
