My Slides on PM for Students

7/31/2019 My Slides on PM for Students

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Yes You can

Negotiate

Anything

For my BBA students in their final semester of Spring 2012 at IoBM

Navaid M. Khan

What is this topic about

Understanding

The basic concepts of negotiation

Knowing

The different Negotiation Stages

Developing a

Plan for Your Negotiation

Using

The Power of Persuasion

What is this all about

Using

The listening skills in the negotiationprocess

Crafting

A Strategy for Your Negotiation

Applying

What weve learned to plan a

Negotiation for back on the job

Understanding


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The basic concepts of Negotiation

What is Negotiation

Negotiation is the process of bringing together your ideas and

your customers ideas to produce an agreement.

It is a dialogue intended to resolve disputes, to produce an agreement upon courses of action, to

satisfy various interests of all the parties.

More about Negotiations

n Negotiation is a field of Knowledge and endeavor that focuses on gaining the Favor of peoplefrom whom we want things.

n Negotiation is the use of information and power to affect behavior within a WEB of TENSION.n Negotiation is a way to come together - a way to anticipate, neutralize and resolve Conflicts.n WIN - LOSE NEGOTIATIONS: Here you want all the Halwa for yourself. You try to dominate the

other party, whether it be a colleague, competitor, your spouse or your child. What happens to

the other party does not bother you. You mind is totally fixed on VICTORY.

n LOSE - WIN NEGOTIATIONS: Here you try to gain what you want by losing. You act in thepassive manner and the last thing you want is to Dominate. You just want to be Mr. Nice or

Miss Nice.

n LOSE - LOSE NEGOTIATIONS: You can not stand the thought of the other party winning - even ifin the process you destroy everything for yourself as well. In your effort of making certain thatthe other party loses, you most often sabotage your own victory.

When most of us think of negotiating, we assume one of two things will happen: either we'll

win or we will lose. But the pros don't look at it that way. They know that a successful negotiation is

one in which both sides feel like winners...at least to some degree.

n WIN _ WIN NEGOTIATIONSn This is about both parties walking away from the Negotiating table as Winners. They both

have enough to show for their efforts. There is no anger or frustration or confusion when the

negotiation is finished.

n Here each party must be willing to give up a certain amount to achieve this result.n Win -Win Negotiations involves an appreciation of differences and acknowledgement of other

viewpoints.

The Six Stages of


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Negotiation

Stage 1: You Understand the Other

Person

The first step in negotiating a

Successful agreement is to make sure

You understand him.

Remember,Understanding occurs

when the other person feels

understood, not when you think you

understand.

Understanding him requires you to know what the five levels of communication are:

What he literally sees, hears, touches, tastes,

and/or smells the facts to be.

What his thoughts are about the facts he sees.

How he feels because of his thoughts about the facts.

Why this is important to him, a deeper level of meaning.

What his expectations and/or requests are, or what he wants.

Stage 2: You Acknowledge Common Ground with the Other Person

Now they feel understood. What about you?!! You still have the urge to jump in and express your

opinions. Your opinions may be exactly what the other person will most likely disagree with. The timing

is not right for any disagreement -not yet.

Before getting them to listen to you, you want to make sure you have identified all the common

ground between the two of you, rather than being pitted against one against another in a struggle.

he Other Person

Stage 3: The Other Person Understands You

This is an opportunity for you to

Communicate your point of view to him using the five levels. Assist him in actively listening.


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Invite him to repeat back to you what he understood you to say, ideally without his opinions or

judgments.

Confirm that he understands you, or clarify using the five levels.

Stage 4: The Other Person Acknowledges Common Ground with You

Be curious about what the other person could sincerely and honestly agree with.

Of anything you've said, what does he also consider valid and important?

Ask him for confirmation of where he is in agreement!

Stages Three and Four eliminate what the other person misunderstands, and it lays a foundation for

increased cooperation, caring, and commitment to success and better communication.

Stage 5: We Clarify Differences - Together

You already know what you want but now you clearly understand what the other person wants. The

difference between the two positions is put into perspective where negotiation can occur.

Maybe what needs clarification is not where you want to go together, but how to get there.

Stage 6: We negotiate supportive agreements we want to keep

The definition of a supportive agreement is an agreement that everyone wants to keep.

Unfortunately people often assume such an agreement is not possible. They assume a win/lose outcome

- and they are motivated to make certain they are not going to lose.

The problem is that if anyone loses - everyone does.

Whats your

Negotiating Style?

There is no "right" or "ideal" Style.

- A jungle Fighter

- A Dictator

- A Silhouette

- A big Daddy or Big Mamma

- A Soother

- A Win Win Negotiator


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Planning for the Successful Negotiation

If the major disagreement needed to be resolved, preparing thoroughly for that is required, and

worthwhile. Think through following points before you could start negotiating.

Goals:

What you want to get out from the negotiation? What do you expect from the other person?

Trading:

What you and the other person have which you can trade? What do you and the other person have so

that the other wants it? What might you both be prepared to give away?

Alternatives:

If you do not reach the agreement with him/her, what alternatives you have? Are these things good or

bad alternatives? How much it matters if you do not reach the agreement? Will the failure to reach the

agreement cut out future opportunities? What alternatives may the other person have?

Crafting

A Strategy for Your Negotiation

A. Know what you want. Establish goal and what willsatisfy you.

B. Develop a plan. Develop a negotiating strategy.Where do you want to start and to finish. Be sure to give

yourself maneuvering room.

C. Know what the person you're negotiating withneeds. Remember, all parties must feel that some, if

not all, their interests are satisfied. Ask open ended

Questions to get to these needs and to understand their

position.

D. Be an empathetic listener. This will allow you tounderstand other's motivations.

E. Address the problem. Focus on finding solutionsto shared problems. Don't attack the person. This is

Not conducive to working with them. Be courteous


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And tactful.

F. Make the person you are negotiating with yourfriend, especially if they have to persuade others to

Help you. As a friend, they are better able to sell your

Ideas and deal.

G. Educate, don't intimidate. Help the person understand your

position. Be prepared to explain, detail and justify to that person why

they should accept your offer.

H. Be patient. If at first you don't succeed try again. Slow but steady

movement creates momentum, which can lead to agreement.

I. Consider what would occur if there is no agreement. The pluses

and the minuses. Can you afford to walk away or do you have to do it

now.

J. Be flexible and creative. Always have a fall back position. Some

alternative that satisfies you and the other party enough to make a deal

the consultation, if the lease purchase doesn't work). Be competitive,

you just might find you get what you need.

B A T N A

Best Alternative To a Negotiated Agreement to produce something better

The better your BATNA the greater your power

Tips to Focus on During the Research and Negotiation

Be Persuasive

It is very hard to force your boss to increase the compensation, and by trying to do so could potentially

damage the working relationship you currently have. Think about a process as for trying to convince him

which it might benefit an organization to pay more to you.

Do aim high and be realistic

Many researchers have found the strong correlation between the people's aspirations and results which


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they do achieve in the negotiation. At same time, you do want to suggest the ideas for which your boss

realistically could say yes.

Start with a right tone which you want

To let your boss to know that you will listen and will try to understand the views. At same time, you do

expect boss to do same for you so you could work together to address this issue. Avoid the ultimatums,threats and the other coercive behavior.

Clarify the interests

Your compensation must satisfy the range of needs, not just the salary. Make sure you do have thought

about the other points of value for you as well -- like the profit sharing, stock options which vest

immediately, the bonus, the greater work responsibilities, the quicker promotion schedule, the

increased vacation or the flexible hours.

Anticipate the boss's interests

Just like you, your boss do have needs and concerns. To make him to say yes, your ideas should have to

address the things which are important for him.

Create several of the options

The joint brainstorming is a most effective way to find the ideas which satisfy everybody's interests. It

do works best when you do separate it from the commitment -- first create the possible solutions, and

later decide among them.

Focus on the objective criteria

It is very easy to make someone to do agree with your proposal if he looks how that proposal is firmly

been grounded on the objective criteria, such as what similar firms pay people of like experience or

what others in the company make.

Think through the alternatives

In case if you cannot persuade boss to say yes, you have to backup the plan. Part of the preparation is

creating the specific action plan so that you know what will you do if you do have to walk away from a

table.

Do prepare thoughtfully to achieve your goals

This is a only aspect for your negotiations which you can completely control on. To take the advantages

of all the above advice, you should have to invest significant amount of time and energy.

Review to learnOnly way by which you can really improve the ability to negotiate is explicitly to learn from the

experiences. After finishing the negotiations, you reflect on what you did which worked well and what

you may want to do differently. Ultimately you will be successful in achieving the goal of the financial

security and the happiness!

How to Negotiate a


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Buyers

Resistance?

Common Types of Buyer Resistance

Resistance related to Needof the product or service

- I do not need this product or service- I am quite happy with my existing bank

Resistance related to the Product or Service

- Your products are not well established- Some of my friends were not happy with your banks products and services.

Resistance related to the Source

- Your bank is still very new- It is a small bank- It can a fly by night bank

Resistance related to Price - the most common form of resistance

- Your charges are too high- My budget does not allow your prices.

Resistance related to Time

- I want time to think it overSpecific Methods of Negotiating Buyer resistance

Direct Denial

- This is High Risk method innegotiations and should be used

with care.

Indirect Denial

It is to be used when prospects


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valid or accurate to a degree.

FEEL FELT FOUND technique

Dealing with Customers Resistance

Questions

- Ask him what he wants. Convert problem intoa question.

Superior Benefit

- Throw in the extras that you can offer - Quality

Third Party Testimony

- This provides positive way to solve certain types of buying problems. The positive experience of a

neutral third party is always acceptable to customers.

Strategies for Negotiating Buyer Resistance

Anticipate Buyer Resistance

Know the value of what you are offering

Prepare for Negotiation

Understand the Problem

Find some point of Agreement

Ask questions to arrive at a Relationship


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Let us Motivate ourselves

Andothers toDeliverour

Now & in Future

The Basics of MotivationMotivation is the result of the interaction between a persons internalized needs and external

influences that determine behavior

a reason to put forth

your best effort

Classical Theory Theory holding that workers are motivated solely by money

It is a costly mistake

to get lost in the false

theory that more money

equals happy employees.

Maslows Hierarchy of Needs(1939-1943)

Maslow argued that needs are hierarchical and that lower level needs must be met before aperson will try to satisfy higher level needs

Once a need has been satisfied, it ceases to motivate behavior People have different needs and are motivated by different things Two Factor Theory (Hygiene)

Frederick Herzberg (1975)

A managers poor handling of hygiene (maintenance factors) is the primary cause ofunhappiness on the job.


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Motivation factors are the primary cause of job satisfaction. The presence of maintenance factors will not increase satisfaction. Motivational Factors Achievement Recognition Responsibility Advancement The work itself Possibility of Growth Theory X People basically dislike work and avoid it where possible People have to be closely supervised and threatened with punishment Most people prefer to be told what to do, have little ambition, and want security Most people have little creativity Most people have limited intellectual potential Theory Y Most people find work natural as play or rest and develop an attitude based upon their

experience with it

People respond better with rewards than punishment People will seek out responsibility People possess a high degree of imagination People have high intellectual potential Motivating Employees How do we get employees to work bettersmarterwith a true commitment to their jobs? It takes more than traditional appraisals, threats of job loss, raises and other incentives. The

need to achieve must come from the performers and their drive.


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A questionnaires on employee motivation1. What is the 'primary aim' of your company?

Your employees may be more motivated if they understand the primary aim of your business. Ask

questions to establish how clear they are about your company's principles, priorities and mission.

2. What obstacles stop employees performing to best effect?

Questionnaires on employee motivation should include questions about what employees are tolerating

in their work and home lives. The company can eliminate practices that zap motivation.

3. What really motivates your staff?

It is often assumed that all people are motivated by the same things. Actually we are motivated by a

whole range of factors. Include questions to elicit what really motivates employees, including learning

about their values. Are they motivated by financial rewards, status, praise and acknowledgment,

competition, job security, public recognition, fear, perfectionism, results...

4. Do employees feel empowered?

Do your employees feel they have job descriptions that give them some autonomy and allow them to

find their own solutions or are they given a list of tasks to perform and simply told what to do?

5. Are there any recent changes in the company that might have affected motivation?

If your company has made redundancies, imposed a recruitment freeze or lost a number of key people

this will have an effect on motivation. Collect information from employees about their fears, thoughts

and concerns relating to these events. Even if they are unfounded, treat them with respect and honesty.

6. What are the patterns of motivation in your company?

Who is most motivated and why? What lessons can you learn from patches of high and low motivation

in your company?

7. Are employee goals and company goals aligned?

First, the company needs to establish how it wants individuals to spend their time based on what is most

valuable. Secondly this needs to be compared with how individuals actually spend their time. You may

find employees are highly motivated but about the "wrong" priorities.

8. How do employees feel about the company?

Do they feel safe, loyal, valued and taken care of? Or do they feel taken advantage of, dispensable and

invisible? Ask them what would improve their loyalty and commitment.

9. How involved are employees in company development?


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Do they feel listened to and heard? Are they consulted? And, if they are consulted, are their opinions

taken seriously? Are there regular opportunities for them to give feedback?

10. Is the company's internal image consistent with its external one?

Your company may present itself to the world as the 'caring bank', 'the forward thinking technology

company' or the 'family hotel chain'. Your employees would have been influenced, and their

expectations set, to this image when they joined your company. You must mirror this image within your

company in the way you treat employees.

Non Monetary Motivation1. Recognition/Attention.

2.Applause.

3. One-on-One Coaching.

4. Training.

5. Career Path

6.Job Titles.

7. Good Work Environment.

8. On-the-Spot Praise.

9. Leadership Roles.

10. Team Spirit.

11. Executive Recognition.

12. Social Gatherings.

13. Casual Dress Day.

14. Time Off.

15. Outside Seminars.

16. Additional Responsibility.

17. Theme Contests.

18. Stress Management.

19. Pizza/Popcorn/Cookie Days.


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20. Gags and Gimmicks.

Simply by making a connection and making them feel connectedConnection results in commitment and will offer extra effort.

You are connecting when you understand the needs of your employees.

Remember the golden ruleTreating them like human beings day to day.

Treating them like you wish to be treated (and not how you are being treated.

Treat with respect and dignity.

Show them you care or are interested in them. Attitude, attitude, attitude

Show them through your actions that they are special

Visit with them and show them that you are genuinely interested

Stop using I or my or me. Replace it with our, we, and us. Involve Employees

When possible include them in the decision making process (even when you may have made the

decision)

Trust them Change managing style move away from Theory X and towards Theory Y type management. Prepare for Change

Pull out all the stops and change management style from the old role of management from

planning, organizing, implementing, and measuring

to

counseling, coaching, facilitating employees though processes,

and winning resources for employees

One of the most important motivational techniques is to listen to them.Motivating Ourselves


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Staying motivated is a struggle - our drive is constantly assaulted by negative thoughts andanxiety about the future. Everyone faces doubt and depression. What separates the highly

successful is the ability to keep moving forward.

Self-Motivation: A set of skills for improving your own morale, job satisfaction, and performancethrough your attitudes, resilience & mental toughness

Reasons We Lose Motivation There are 3 primary reasons we lose motivation. Lack of confidenceIf you dont believe you can succeed, whats the point in trying? Lack of focusIf you dont know what you want, do you really want anything? Lack of directionIf you dont know what to do, how can you be motivated to do it? How to Boost Confidence When we bring to think what we do not have rather than what we have our mind goes into the

negative mode.

The way to get out of this thought pattern is to focus on gratitude. Make a mental list of your strengths, past successes, and current advantages. By making an effort to feel grateful, youll realize how competent and successful you already

are.

Developing Tangible Focus By focusing your mind on a positive goal instead of an ambiguous fear, you put your brain to

work.

It instantly begins devising a plan for success. Instead of worrying about the future you start todo something about it.

This is the first step in motivating yourself to take action. When know what you want, you willbecome motivated to take action.

Developing Direction The final piece in this puzzle is direction. If focus means having an ultimate goal, direction is

having a day to - day strategy to achieve it.

A lack of direction kills motivation because without an obvious next action we succumb toprocrastination.


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The key to finding direction is identifying the activities that lead to success. For every goal, thereare activities that pay off and those that dont. Make a list of all your activities and arrange them

based on results. Make a make an action plan that focuses on the activities that lead to big

returns.

Ways to Motivate ourselves1. We should make a deal

2. Should Act like it.

3. Ask uplifting questions in the morning.

4. We should Move the goalposts.

5. We should Do something small and create a flow.

6. We should Do the toughest task first.

7. We should Start slow.

8. We should Compare ourselves with ourselves. Not with others.

9. We should Remember our successes.

10. We should Act like our heroes.

11. We should Remember to have fun.

12. We should Get out of our comfort zone.

13. We should Dont fear failure.

14. We should Do some research on what we are about to do.

15. We should Figure out why were doing something.

16. We should Write down our goals and reasons for working towards them.

17. We should Take the positivity challenge

18. We should Cut down on TV.

19. We should Break it down.

20. We should Reprogram our information intake.

21. We should Make use of our creativity.


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22. We should Find out what makes us Happy

23. We should Listen while we are on the move

24. We should Think outside our box.

25. We should Make each day count.

Team Building

&

Team BondingWhy Should wework Togetherwhen we are different from each other

"There may be no 'I' in team, but there is an I in 'win'."

You will contribute most to the team when you offer up your strengths.

Michael Jordan

the basketball player said:

None of us is as Smart as all of us! Together we Stand, Divided we Fall! Team Work

Team work is described as Ultimate Competitive Advantage not technology not product because

those can be copied while

TEAMWORK

can not be copied!

More than any other period in history, today is a time when the joint efforts of people arenecessary to make a better world.

What is a team?


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A team is a group of 2 or more people who must work together to accomplish common goal and are

held accountable for results.

What is "team building"? 'Team Building' is the process of enabling that group of people to reach their goal. - Working together is not always easy

A team is defined as a reasonably small group of people, who bring to the table a set of complementary

and appropriate skills, and who hold themselves mutually accountable for achieving a clear and

identifiable set of goals.

- The team example as practiced by Tablighi Jamaat from Raiwind in Pakistan!

What are the obstacles that stand in the way of my performing as a Team Player?

List five reasons as to why we have problems in working with each other Top ten reasons Why Teams Fail1. Lack of Sufficient Charter2. Inability to decide what constitutes a collective work project3. Lack of Mutual Accountability4. Lack of Resources5. Lack of Effective Leadership Top ten reasons Why Teams Fail

6. Lack of operating guidelines and norms

7. Lack of Planning

8. Lack of Management Support

9. Inability to deal with Conflict

10. Lack of Training

Why work in a Team1. Higher Productivity2. Better Decisions


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3. Better able to address complex issues4. Increased Involvement5. Knowledge Sharing6. Innovation If you work together well with each other... You will make better decisions, because you listened to what others said was important to

them.

Your colleagues will understand all sides of a problem much better. People will trust you to understand what is important to them and do the best for them. People will support what you do and try to help you reach your goals. People will want to work with you again. If you do not work together well or you work alone when you really need others... People will think you do not care how they feel. People will think you do not understand what is most important. And they may be right. Your colleagues will get angry and feel you are trying to force your ideas on them. Your colleagues will not support you and may try to stop you from reaching your goal. People will stop talking to you and will not work with you again. People will say bad things about you to others. Understanding the Working of Team

FOUR STAGES IN TEAM BUILDING

1. Forming 2. Storming 3. Norming 4. Performing Lets us look at where we stand Forming when the team meets and starts to work together for the first time.


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Storming, when the members within the team start to jockey for position and when controlstruggles take place.

Norming when rules are finalised and accepted and when team rules start being adhered to. Performing when the team starts to produce through effective and efficient working practices. How can you become a Valuable Team Member You must be a full participant/observer, actively contributing to the content of the meeting and

at the same time observing team dynamics and intervening when team members are behaving

in dysfunctional ways.

You Don't Have to Be Best Friendsto make a best teammate.

Best friends do not a best team make; best teammates make a best team. Being a best teammate is all about thoughtful behavior. it's about treating a teammate as you would like to be treated How to be a good Teammate This means that you will demonstrate respect for your teammate offer help to your teammate when he or she needs it listen to your teammate without prejudging his ideas or opinions As a good teammate you will Be sensitive toward your teammate when he is experiencing personal problems accept your teammates idiosyncrasies share in your teammates excitement and offer praise when he has achieved something What stops us from working Together? Interpersonal Conflicts Lack of Understanding of each other Lack of meaningful Communication Lack of consensus on Common Goals


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Lets remove the core obstacles that stand in the way of our working together. Obstacle # 1 INTERPERSONAL CONFLICTS Why do have interpersonal conflicts List five reasons why you think people have interpersonal conflicts Obstacle # 2: Lack of Understanding of each other Do I know about the strengths and weaknesses of my team-mate Do I know what his holding him back from delivering his best What can I do to understand him better How can help him understand me better Obstacle # 3: Lack of Meaningful Communication Have I established some ground rules for communication What have I done to ensure that he knows me better SOME EXAMPLES OF BAD COMMUNICATION Obstacle # 4: Lack of consensus on common goals Have I communicated to my co-worker what are my goals? Hove I found I out what his goals are? Are our common goals in alignment with our branchs goal? How we divide our responsibilities for achieving the goals? Not being able to Work Together Can we escape from teamwork? That looks difficult because no body specializes in all the

disciplines.

Why people give up on working as a Team? No body will allow you to work in the team.

2. One person wants to take credit for the whole work.

3. I would have completed the job on my own faster than the team.

4 Why do not they tell you and discuss with you about the members of the team

beforehand?

5. I will never again work in a team.


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Making Sure we work together smoothly Be Clear Express a very clear vision for the business and share with all your co-workers. Show Complete Fairness and Consistency Make sure that you have one set of rules by which everyone works and one set only - for

everyone including yourself.

Making Sure we work together smoothly Share workload Excellent team building comes through sharing key workload, enabling team members to

succeed.

Define your expectations Be very clear on what you want your people to do and then let go. You make clear the 'what'

and let them get on with the 'how'!

Provide Help and assistance If you want to get the best from your co-workers, it's vital that you give them the help that they

need to perform well.

Making Sure we work together smoothly Give and Take Feedback Establish open relationships share responsibility for work. Blame No-one Do not look for people to put the blame on look at Develop the Team Sometimes it's important to recognize the combined value of the team as a whole. Appreciate Individuals Every one needs to know that they are important and contribute great personal value as a part

of the overall output.

Celebrate Together


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Let everyone be a hero. Successful team work is about enjoying the fruits together What Do You Mean, I'm Not a Team Player? We all think we are team players, but the problem is we don't all mean the same thing.

Noticeably, most of us have different ideas of what the term Team Player means, and this comes

from our early years as a student and later as a professional.

Team Work is different for Men as compared Women What does a successful team needs 1. Create a Common Vision 2. Develop Common Goals 3. Clarify Roles and Responsibilities 4. Ensure Management Support 5. Use Engaging Exercises What does a successful team needs 6. Take it out of the office 7. Create An Action Plan 8. Spend time learning what your team members need 9. Keep it Regular 10. Have Fun! When teamwork kicks in, nobody can beat you.

Your bank wants you to be winners

What is a Common Goal Let us suppose that the goal is 'to increase the revenue and profit of our bank'. Who contributes to that goal? There are many people in a TEAM Who contributes to that goal?


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Accountants Control the costs of the product to keep it competitively priced Administrators Process the applications quickly so that the client does not lose patience and

move to a competitor company

HR people Recruit high performing people, and provide training to maximize productivity. Cleaning staff Keep sales offices looking attractive AND EVERYBODY ELSE. Ten characteristics of well-functioning teams:1. Purpose: Members proudly share a sense of why the team exists and are invested in

accomplishing its mission and goals.

2. Priorities: Members know what needs to be done next, by whom, and by when to achieve teamgoals.

3. Roles: Members know their roles in getting tasks done and when to allow a more skillfulmember to do a certain task.

4. Decisions: Authority and decision-making lines are clearly understood.5. Conflict: Conflict is dealt with openly and is considered important to decision-making and

personal growth.

Ten characteristics of well-functioning teams6. Personal traits: members feel their unique personalities are appreciated and well utilized.7. Norms: Group norms for working together are set and seen as standards for every one in the

groups.

8. Effectiveness: Members find team meetings efficient and productive and look forward to thistime together.

9. Success: Members know clearly when the team has met with success and share in this equallyand proudly.

10.Training: Opportunities for feedback and updating skills are provided and taken advantage of byteam members.

As a good teammate you will Be sensitive toward your teammate when he is experiencing personal problems accept your teammates idiosyncrasies


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share in your teammates excitement and offer praise when he has achieved something Some common Pitfalls

to avoid in Team Building

#1. Assuming friendship when none exists.

#2. Misclassifying Adversaries

#3. Failing to convert adversaries into allies

#4. Trying to Convert Enemies

# 5. Taking Allies for Granted

Harvard Business Review

On Teambuilding

We will decide as to Why we should work as a Team at our workplace List six reasons as to Why we must work in Team. List these in the order of priority and also give reasons as to why you think they are important

Maximize Our


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TIME

Navaid M. Khan

Q. What do we need to get the job done?

A. We need resources such as:

a. Money

b. Manpower

c. Materials

d. Machines

e. Time

Which is the one resource that is not replaceable?

What should be Broad objectives of our program, MAXIMIZE OR TIME?

Time Management - how to achieve more with your time

How much is your time worth?

How effectively do you use your time now?

Choosing what to achieve

How to plan effective use of time

Using goal-setting for personal planning

How to get more out our time?

- Can I have more than 24 hours in a day?

- Can I afford to not do things that are necessary & needed?

Since the answer is NO to those both the questions, what we need to do s to Balance our time

How do we balance our time? Here are few suggestions

Spend time in Planning and

Organizing:

Think and Plan

Organize in a way that makes sense to you


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Set Goals:

Decide what you want to do

Take a SMART approach

Goals give you required direction

How can we Maximize our Time

Prioritize and identify what you value

Flagging/Highlighting can be very helpful

Once prioritize, concentrate on those that would add value

Use a to do list:

Find out what is urgent and important

Put them in order of preferences

One completed delete them from your list

Be Flexible:

Allow time of interruptions and distractions

Save larger block of time for priorities

Ask yourself questions and get back to your goal


Consider your Biological Time:

Find out which is the best time for you study

Are you a morning person?

A night owl?

Late Afternoon?

Do Right Things Right

Doing things right is Effectiveness

Doing things right is Efficiency


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Focus first for Effectiveness

Concentrate on Efficiency


Eliminate the Urgent:

Urgent tasks have short term Consequences

Important tasks are long term and goal related

Flagging and or highlighting items are important

Attach deadline to each of the item

Conquer Procrastination

Learn to say NO

Reward Yourself

Time Management Matrix

Examples of some of the biggest time wasters that keep you in Quadrants I and III

Indecision Think about it, worry about it, put it off, think about it, worry about it, and so forth

Inefficiency Jumping in and implementing instead of analyzing and designing first

Unanticipated interruptions that do not pay off

Procrastination Failing to get things done when they need to be done

Unrealistic time estimates

Unnecessary errors You did not have enough time to do it right, but you had enough time to do it

over?

Examples of some of the biggest time wasters that keep you in Quadrants I and III

Crisis management

Poor organization

Ineffective meetings

Doing urgent rather than important tasks

Poor planning and lack of contingency plans

Failure to delegate or delegation of responsibility without authority

Lack of priorities, standards, policies and procedures


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Time savers that will allow you to work in Quadrant II:

Manage the decision making process, not decisions

Concentrate on doing only one task at a time

Establish daily, short-term, mid-term, and long-term priorities

Handle correspondence expeditiously with quick, short letters and memos

Throw unneeded things away

Establish personal deadlines and ones for school assignments

Do not waste other peoples time

Let us start.

Get rid of busy work

Maintain accurate calendars; abide by them

Know when to stop a task, policy, or procedure

Keep things simple

Ensure time is set aside to accomplish high-priority tasks

Set aside time for reflection

Use checklists and to-do lists

Adjust priorities as a result of new tasks

Can we do something

A POSITIVE APPROACH

Stop complaining about all the things you don't have time for and start listing the things that you do

have time for. Then do them.

BUDGET YOUR TIME

Parkinson's Law indicates that work expands to fill the time you have available. So allocate realisticamounts of time for your various tasks. The more important the task, the more time you can afford to

spend on it.

Its all about choices

A LIFE OF CHOICES

Time management consists of making wise choices. There is only so much time available, regardless of


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how desperately you try to manage it. The secret is to use your time on the most important things.

Choose those things that will have the greatest positive impact on your life. And give yourself permission

to leave the rest undone.

Time management is not popular

WHY PEOPLE DO NOT PRACTICE TIME MANAGEMENT

- Most of them do not know about it

- They are too lazy to do it

- They thing it is a waste of time

- They thing it will take too much time and they do not have Time

What are we doing

EVALUATE THOSE ACTIVITIESList all the activities in which you are currently involved and for each one ask whether it contributes to

your personal values or well being. If it simply consumes time and energy, get rid of it.

MEETINGS, often a waste.

six reasons why meetings waste time:

The wrong people attend.

No agenda is prepared in advance.

No definite end time for the meeting.

No directed discussion to keep the meeting on track.

No real purpose for the meeting other than tradition.

No accountability required of attendees.

Getting work done

REVIEW YOUR PLANNER

At the end of each week, briefly scan the events of that week as recorded in your planner to ensure

there are no follow-ups that have been overlooked or rescheduling of cancelled meetings that have to

be done.

HANDLING A BIG WORK LOAD

We do what must be done first, what would be helpful to do second, and leave the extras for last.

How do we go about


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DO IMPORTANT THINGS EARLY

It gets harder to find time to do things as the day goes on. So schedule the most important tasks in the

morning - the earlier the better.

UNCLUTTER YOUR MIND

You may pride yourself on having a phenomenal memory, but why risk it. Clearing your mind of all thoseideas will reduce stress as well. So get into the habit of immediately jotting down all those ideas and

tasks that come to mind. Have a small note pad and pen - or a PDA - with you at all times.

What to do

ASK THE WORLD

One of the greatest timesavers is to ask for help. Take advantage of the technical support, advice and

help offered

ONE MORE TIME-SET GOALS.

Goals force us to focus on what's important in life. We can't do everything, but we can do those thingsthat are most important to us.

Where does time go

WHEN SCHEDULING TASKS

Always allow 50% more time than you think the job will take (to allow for interruptions). Have calls

intercepted by voice mail during this time. Leave unscheduled time between jobs so you can insert other

priorities without affecting the time you have already scheduled.

Lets save time

A PERSONAL NOTE

Don't be so obsessed with saving time that you don't enjoy the moment. Time is life and it passes

quickly. Use it before you lose it.

CRUISING AIMLESSLY

Don't waste time by cruising cyberspace without an objective. Have a purpose in mind before

connecting.

Saving time

CLARITY IN COMMUNICATIONSRegardless of whether it's a business letter, e-mail or voice mail message, be sure to be specific in telling

the person what you expect them to do as a result of the communication.

BE PROACTIVE

Anticipate any problems before you take the action. Then you can trouble shoot before you encounter

the trouble.


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Some time savers

TIME SAVERS OR LIFE TAKERS?

Beware of timesavers that involve cutting back on sleep time, doing two things at once or utilizing

driving time. The time they shorten may be your own.

DELEGATION

If you earn Rs. 3000 per hour and a staff member earns Rs. 300 per hour, it would still pay you to

delegate a job to your staff member, even if it takes the individual twice as long. So don't assume that

being able to do a job better is a legitimate reason for not delegating.

Time savers.

LABEL EVERYTHING

Take a minute or two to label everything from extra keys to power cords. You will save time by knowing

what every item is for.

USE DASH FORMULA

Do it. If you are able to do it now and it will only take a few minutes, do it now and get it over with.

Assign it. Dont spend valuable time on things that can be delegated to others.

Scrap it. Dont keep anything you can do without. When in doubt, throw it out.

Hold it. If you must do it and theres no time now, either schedule a time to do it later or add it to your

to do list.

Managing Change

For those who would like to


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March to Success

What is this program about?

This program is about

CHANGE!

Why we need to change? What needs to be changed? How are we going to be Change it? So we can all March to This is a program for those who believe. Change is Constant and leads to growth & development Change will not stop- it will only go faster. Organizations vision are based on continuous growth of its people To compete we need to change with the changing needs. No matter how well planned, change will not be trouble free Each of us is accountable to making change acceptable Our actions, behaviors and communication are the keys to successful change implementation To manage change, we must manage ourselves first, influence others later

Some hard realities expected.A Challenge


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Business organizations in Pakistan expect to cut on average 15 percent or more of theirworkforce over the next five years

Mergers in last five years in Pakistan have affected nearly 500,000 jobs and more mergers areexpected.

Organizations will continue to change hands. The take over trend is expected to increase overthe next five years.

Pakistani banks will have to dramatically go in for higher productivity & innovation to stay inbusiness.

Business in our region in the last one decade has changed! It continues to change whether you like the Change or not.

Its no longer our Fathers World!

What is Change Management? Change is the process of moving from the present situation or current state to the desired

future situation or the vision of the future.

It involves a degree of transition which may also result in pain for some, or more commonly, all Desire to Change is driven by our visions of tomorrow and based on what we learned yesterday. The approach to Change Change Management is a structured approach to transitioning individuals, teams, and

organizations from a current state to a desired future state.

An important fact about Change One thing is true: all change involves loss. Even if what we are losing is an out-of-date,

inefficient, and 'less fun' way of working, it is still a loss. Even if we are glad to lose it, it is still

a loss.

So, what happens to us when we are faced with loss? A common model used for workplacechange is an adaptation of Elisabeth Kbler-Ross's theory about loss and grieving, which states

that we go through a number of distinct stages, such as.

The cycle of Change Denial

I wont do it


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Denial is simply refusing to

acknowledge that an even

has occurred.

"I don't believe it."; "It's just another hair-brained idea from the top." "It will never happen here."

When you appear to deny a situation,

then the other person may join you in

the denial

ResistanceI cant do it

As human beings we tend

to show a resistance to

change.

"I won't do it - you can't make me."; "What's so damned bad about the way things are? "The old way was better." Exploration

I may do it.

"How will it work with X?";

"What if we tried Y?"

"Maybe we can get through this."

I will do it

Commitment"This is how we do things now.


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Why did we not think of it earlier?

I am doing it and it is Working!

It may be that you don't experience

all the stages equally or even in

this order - people differ - but it's

probably fair to say that this will

seem familiar to you.

The top 15 reasons why change fails in an organization 1. People leading the change think that announcing the change is the same as implementing it. 2. Peoples concerns with change are not surfaced or addressed. 3. Those being asked to change are not involved in planning the change. 4. There is no urgent or compelling reason to change. The business case is not communicated. 5. A compelling vision that excites people about the future has not been developed and

communicated.

The top 15 reasons why change fails in an organization 6. The change leadership team doesnt include early adopters, resisters, or informal leaders. 7. The change isnt piloted, so the organization doesnt learn whats needed to support them

change.

8. Organizational systems and other initiatives arent aligned with the change. 9. Leaders lose focus or fail to prioritize, causing death by 1,000 initiatives. 10. People are not enabled or encouraged to build new skills. The top 15 reasons why change fails in an organization 11. Those leading the change arent crediblethey under-communicate, give mixed messages,

and do not model the behaviors the change requires.

12. Progress is not measured, and no one recognizes the changes that people have worked hardto make.

13. People are not held accountable for implementing the change.


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14. People leading the change fail to respect the power of the culture to kill the change. 15. Possibilities and options are not explored before a specific change is chosen. What we as branch managers, operation manager or as sales professional who are referred to

as Front Line Managers should do when we are faced with workplace change:

Overcome your nostalgia: we see the past through rose-tinted spectacles; the 'good old days'were not necessarily better and whether you like it or not,

Understand that the future is here to stay, until it changes again. Engage with the change: Think positive and keep yourself in the loop. Otherwise, you be left out

as your more forward-thinking colleagues go on to build their reputations and careers, influence

the changes as they happen and even enjoy themselves in the process.

Accept that mistakes happen: poor communication, missed opportunities, failure to consult - noproject (or project manager) is perfect and oversights will occur. If you can be constructive

about these problems, this is your chance to...

Get involved: ask questions, make suggestions, look for a role that you can fill. Help make thechange a success and you can look back on the process with pride rather than resentment.

Change has always been with us in the corporate environment; the difference is that the pace ofchange has increased and will probably continue to do so. Remember: think positive! Change is

not your punishment; it is your opportunity.

Here are several coaching tips to help you work through change: Tip #1 - Actively listen without speaking. When a change idea is presented to you, actively listen

to what is being said. Invest some time to think about the change.

Tip #2 - Discover the beliefs. Change affects our beliefs (foundational thought processes andsum total of all our experiences). These beliefs may cause a negative gut reaction thus

preventing us from seeing the potential within this opportunity.

Tip #3 - Share with a mentor. Talking the change over with a mentor or a coach may help youbetter understand the value of the change. These individuals may not have your beliefs and can

provide a different perspective.

Tip #4 - Associate with positive energy. Being negative is far easier due to conditioning thanbeing positive. When you associate with those who are positive, you begin to view the world

differently and are more willing to consider change.

Tip #5: Separate the facts from the FEAR. Through years of negative conditioning such as "Don'ttalk to strangers," we have a lot of False Evidence Appearing Real and these FEARs cloud the

facts as well as our decision making process as we look to embrace change.


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What would happen if you looked to manage change as a potential positive instead of thestandard "OMG" negative response? Who knows you may even smile as you drive through that

traffic circle or face the next big issue?

Job satisfaction survey Happy employees are an asset and unhappy employees are not. This survey determines your level of Happiness at work After you have completed it please hand it over to us.

THANKS

Group DiscussionLet today be a new beginning

Ask yourself What did we do well over the past 5 years? Where did we fall short in our personal and professional lives? How can we improve ourselves in the coming year? And most importantly, what changes are we actually going to make? Your Success Potential Success is largely dependent on attitude. This quiz will determine your attitude toward Success. After you have completed it please hand it over to us.

THANKS

Top Managementsperspective of Change

Top management has a hard time coming to grips with the direct implications of the change.They often underestimate the impact that change has on their employees. They tend to isolate

themselves. Often they engage in strategic planning sessions and gather information in survey

reports. They avoid communicating or seeking "bad news," because it is difficult for them to

admit "they don't know." They expect employees to "go along" when a change is announced

and they blame their middle managers if people resist or complain about the change. They often

feel betrayed when employees don't respond positively.

Middle Managementsperspective of Change


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Managers in the middle feel the pressure to "make organization change" according to thewishes of top management. The feel pulled in different directions. Middle managers often lack

information and leadership direction to focus on multiple priorities. They are caught in the

middle, and often fragmented because they don't have clear instructions. They feel besieged

with upset, resistant or withdrawn employees who no longer respond to previous management

approaches, and deserted, blamed or misunderstood by their superiors

Employees/Workers/Associates perspective of Change Workers often feel attacked and betrayed by changes announced by management. They are

often caught off guard, not really believing that "my company could do this to me." Many

respond with resistance, anger, frustration and confusion. Their response can solidify into a wall

of "retirement on the job." They become afraid to take risks, be innovative or try new things.

They experience a loss of traditional relationships, familiar structure and predictable career

advancement patterns.

Change is with us!We have three options

Change Reactively by responding only when we have no choice Change Proactively by anticipating the needs of the future in advance. Decide to ignore Change and hope that it will go away. Module Two

Managing during Change

Peoples problems during the during the period of CHANGE The problem of

uncertainty

As a Good change manager:

You must understand that uncertainty may be worst than bad news You must ensure that any news of development of proposed changes is communicated to the

staff ASAP.

You must maintain consistency in communication ensuring that your words and actions areconsistent.

The problem ofun-controlled Expectations


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As a Good change manager you understand:

Expectations should not be allowed to become too high or remain too low. Unrealistic expectations will lead to a sense of anti-climax and lowered morale. Your own expectations must also be kept under control and be realistic. Excessive pessimism and complacency are equally bad The problem of

motivation


An enthusiastic approach does not just happen it has to cultivated and nurtured It is important to stay in touch with your staff, their feelings, problems and with progress. You must demonstrate your commitment to change and appear motivated yourself. While you acknowledge achievement with praise, you must action when deadlines are not met. The problem of

role ambiguity

As a Good change manager:

Understand that changing situation unfolds, the tasks and responsibilities that make upindividuals roles or jobs will change.

Pay special attention to what additional training or coaching some jobs may require. Ensure that all job descriptions providing specific roles and duties is communicated to all who

are being affected by change.

The problem ofbalancing hard & soft management

As a Good change manager you require:

Sympathetic, encouraging & understanding attitudes on your part. To make firm decisions and responses along with clear direction to the staff without delay. A capacity and disposition to sometimes say NO To anticipate all probable questions from the staff and prepare yourself with all answers


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The problem ofmaintaining & perpetuating commitment to existing systems


Change may impose a strain on staff who are required to work harder and longer. Staff cannot be expected to devote their best efforts to creating a situation that may lead to

their redundancy or demotion.

Staff must not be allowed to take shortcuts or maybe defer work in the hope that that newsystem will make it easier or even redundant.

Kert Lewin Model Unfreezing,

Unfreezing the present level of performance

ChangingMoving to a new level

and RefreezingFreezing group life at the new level

ADKAR Model Awareness of why the change is needed Desire to support and participate in the change Knowledgeof how to change Ability to implement new skills and behaviors Reinforcement to sustain the change Employee resistance to change should be expected Many employees will resist change. How they resist and the choices they make can influence the

success of your change project, the impact on productivity and employee morale, and ultimately

employee turnover.

In some cases choices the employees make may have negative outcomes. These choices may bebad for you and for them. Other choices they make will benefit them and enhance their ability to

thrive in a changing organization.


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What should you do when managing Change Manager should anticipate resistance to any change effort, prepare for it, and make special

efforts to assess and deal with individual reactions to change.

Manager must develop the proper attitude toward resistance to change and realize that it isneither good nor bad.

In fact, resistance can serve as a signal that there are ways in which the change effort should bemodified and improved.

Understand how change effects people Nothing is as upsetting to your people as change. Nothing has greater potential to cause

failures, loss of business, or falling customer service quality.

Resistance to change comes from a fear of the unknown or an expectation of loss. The front-endof an individual's resistance to change is how they perceive the change. The back-end is how

well they are equipped to deal with the change they expect.

Understand how some one may perceive Change A promotion is usually considered a good change. However an employee who doubts their

ability to handle the new job may strongly resist the promotion. They will give you all kinds of

reasons for not wanting the promotion, just not the real one.

Understanding the employee resistance to CHANGEThe Top 10 Reasons why Employees Resist Change

The individual's personal predisposition to change. Surprise and fear of the unknown. Climate of mistrust. Fear of failure. Loss of status and/or job security. Peer pressure. Disruption of cultural traditions and/or group relationships. Personality conflicts. Lack of tact and/or poor timing. Not seeing the benefits.


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WHAT DO WE HEAR?WHAT ARE PEOPLE ASKING?

Why is this change happening? How soon will this happen? How will this effect me? Will I receive new training? Whats in it for me. I doubt they are really serious about this. This is a waste of time. Why change if it was working just fine before? If it ain't broke, don't fix it. They never tell us whats going on!

We must not be contended with glorious past. We often see stagnation in management when a

business has grown large and rigid with passage of time. Stagnation and retardation do not come within

our scope of corporate philosophy. We stay committed to continuous innovation to meet the changing

needs of our business. Innovation will be the driving force for us to keep us ahead of our competitors.

Teisuke Kitayama

President

Sumitomo Mitsui Financial Group (SMFG)

The top two reasons for employee resistance are A lack of awareness about the change Comfort with the ways things are and fear of the unknown. The Top 10 Reasons Employees Resist Change The individual's personal predisposition to change. Surprise and fear of the unknown. Climate of mistrust. Fear of failure.


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Loss of status and/or job security. Peer pressure. Disruption of cultural traditions and/or group relationships. Personality conflicts. Lack of tact and/or poor timing. Not seeing the benefits Forget to Learn

The problem is never how to get new, innovative thoughts into your mind,

but how to get the

old ones out.

It is not the strongest of the

species that survives, nor the most

intelligent, but the ones that are

MOST

RESPONSIVE TO

CHANGE.

Charles Darwin

"The talk you hear...about adapting to change is not only stupid, it's...dangerous. The only way you can

manage change is to create it. By the time you catch up to change, the competition is ahead of you."

Peter Drucker

Father of Management

Change has always been us since this world started. What has changed in the new millennium is the

Speed & Quantumof Change which has multiplied a hundred times.


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Customer Service

For developing a sustainable competitive advantagel Building a

Remarkable

Service Culture

To stay ahead of competition

l A day long workshop to put Us ahead of our competitorsl in Customer Servicel byl Navaid M. Khanl Why Customer First?l Clients today want either the best or the least expensive; there is no in between.l The world has changed! It continues to change whether we like the Change or not.l Customer expectations are going up continuouslyl Why does Customer wants more today?

21st Century customer wants

MORE QUALITY, MORE BENEFITS, MORE VALUE

AND MORE SERVICE

- A Customer today no longer just wants a product or service

- Today he wants much more

- And today he has the choices.l Why Customer First?

Its the Satisfied Customers that pay our salaries, that keeps the doors open, keeps our business going

If we dont take care of our customers, someone else will.


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We all want to be successful in our businesses?

- Success in todays world does not come easy.

- To be successful we need to be Excellent

in various categories

l The secret to SuccessWe need to be Excellent in many areas

We need to have an

Excellent

PRODUCT

We need to have an

Excellent

Delivery Systems

We need to have an

Excellent

Service Mindset

l Session TwoWhat is Service Mindset

l What is Service MindsetService Mindset

is a state of mind, an attitude, a special way of thinking, feeling and acting towards your passengers to

give them your very best

l How do we develop Service Mindsetsl We start with ourselves who are the Front line people.l We take practical steps to understand our customers, create positive impressions and generate

more service value

l How do we develop Service MindsetsWe inculcate six of these characteristics in our in ourselves to give the customer our very best.


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If it is not broken, we shall break it to

re-build it to provide still

Greater Customer Satisfaction

l 1. BECOME ABUNDANTLY GENEROUSGive your customer more than what he expects from you.

Dont work to meet your customers need. Work to exceed his needs.

The more we GIVE, the more will receive

l 2. DEVELOP GENUINE COMPASSIONLearn to empathize with your customers by developing your power of Listening.

Touch your customers with your Genuine Compassion. Show you care!

The kindness we show others is quickly multiplied

l 3. Create the Can Do SpiritBe PROACTIVE,

approach difficulties with enthusiasm, challenges with interest and commitment.

Welcome complaints from customers as useful contributions

Make your people in your team love CHALLENGE

l 4. Create Desire for Learning and GrowthDevelop in yourself and in your colleagues an insatiable appetite for improvement

Learn about your customers, your products and services, your suppliers and about your competitors.

Learn something new with every waking moment.

l 5. Take Personal ResponsibilityDevelop the Self Responsibility imperative in our entire team.

Look for solutions rather than waste time and energy in laying blame, feeling shame and finding

justifications

Whatever its going to be, its going to be up to me.


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l6. Understand the Customers point of view

See the World from your Customers point of view and Understand their different concerns,

preferences, backgrounds, needs, priorities and intentions.

Imagine the variety through the eyes of your customers

l Why is Service Important?Superior Customer Service is one successful way to differentiate your Business in this era of look alike

products and services.

Do you agree?

q Yes q No

l Why is Service ImportantWhy should we bother about improving our service?

l Why is Service Importantbecause

POOR SERVICE

leads to

UPSET CUSTOMERS

which leads to

NEGATIVE WORD OF MOUTH

l Why is Service ImportantNEGATIVE WORD OF MOUTH leads to

LOUSY REPUTATION

which leads to

FEWER CUSTOMERS

who also do not come back

l Why is Service Importantand it all means


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LOWER PROFITS

which means

LESS INCOME

FOR THE EMPLOYEES

l Why is Service Importantwhich means now we have

FRUSTRATED MANAGERS & UNHAPPY STAFF

which gives

MORE POOR SERVICE

l Why is Service ImportantSuperior Customer Service

leads to

DELIGHTED CUSTOMERS

l Why is Service ImportantDELIGHTED CUSTOMERS

lead to a

POSITIVE WORD OF MOUTH

that gives us

AN EXCELLENT REPUTATION

l Why is Service ImportantWITH EXCELLENT REPUTATION

MORE CUSTOMERS

Who keep coming Back

...which leads to

HIGHER PROFITS


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for our company

l Why is Service ImportantNow we have

HIGHER INCOMES FOR EMPLOYEES

which gives us

MOTIVATED MANAGERS

ENTUSIASTIC STAFF

who give our customers

SUPERIOR SERVICE

l Why Customer First?How we treat our customers will determine if they will become

l - A TERRORIST- AN ANGRY CUSTOMER

- A DISAPPOINTED CUSTOMER

- A STRANGER

- THE LOYAL CUSTOMER

- THE ADVOCATE

- THE AMBASSADOR

YYY

l Session FourWhat are Service Standards

l What are Service StandardsService standards are yardsticks in each category which tell us

How good we are now?

How good do we need to be?

What makes passengers happy?


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What makes them coming back?

l What is your Service Standard like?CRIMINAL

Belongs in Jail


BASIC

Is the Bare Minimum


BASIC

EXPECTED

Is just the average


BASIC

EXPECTED

DESIRED

Is what people would like


BASIC

EXPECTED

DESIRED

SURPRISING


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If you are 5 to 7, you are a benchwarmer

If you are Four or under.

You are in serious trouble

l Natural at Customer Servicel Customer Service is Part of Everybodys Job.

Here are some quick tips:

l You need to show that you enjoy meeting people, talking with them, and helping them out.l You need a high energy level. Helping customers can be fast and relentless.l Customer Service is Part of Everybodys Job.l You need to let someone else be the center of attention. You are trying to make a good

impression for your banks services and products, not for yourself.

l Customer Service is Part of Everybodys Job.l You need to put up with someone whos wrong, rude, impatient, or angry. You do not need to

win any arguments with your customers, even if youre right and theyre wrong.

l What is Service CultureCulture sets the standards.

It tells our organization, what is

accepted, rewarded & forbidden.

Culture is the modus operandi of for all of us that keeps us focussed on the Goal.

Its the way we get things done.

l Excellent Service Standards are S.M.A.R.Tl Specific, clear and precisel Measurable, quantifiable, objectivel Achievable, that need a stretch but not impossiblel Relevant to the Customersl Time Bound


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l Practical Steps to Excellent Service StandardsYou must gather Information

About your Customers

l - Experiencesl - Expectationsl - Value dimensionsl For Developing

Excellent Service Standards

- You will need to Asses the current performance levels of all banks operating in Pakistan.

l European & American Banksl Asian & Middle Eastern Banksl Other Pakistani Banksl And Your own Bank

and ask yourself the question where your customers are most disappointed?

l We Gain Customer Loyalty whenwe bounce back with

S-E-R-V-I-C-E

S-AY You are Sorry

E-XPEDITE Solutions

R-ESPOND to the Customer

V-ICTORY to the Customer

I-MPLEMENT Improvements

C-OMMUNICATE Results

E-XTEND the Outcome

l The Customer is always Rightl The Final word


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If you work for a reputed organization

then 100 percent is not good enough!

You will not work just to satisfy your customer, but

l The Winning MantraYou will work to

Delight your Customer

Convincingly, Continuously and Consistently

l Parting WordA man without a smiling face must not open a shop.

Chinese Proverb

How to Get What youWant&

Want What you Have!

By

Navaid M. Khan


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l Why are we Here?We want to Achieve our

UTOPIA!

Is it Possible?

l Why are we Here?Do I want more from Life?

Do I want more for my Mate?

Do I want more for my Children?

Do I have a dream in this Life?

l How do I achieve my UTOPIA?By thinking

Positively

and

Acting Powerfully!

l Thinking POSITIVELY &Acting POWERFULLYincrease your

SELF-ESTEEM

feel

MORE OPTIMISTIC

look to the Future and

FORGET THE PAST

l Thinking POSITIVELY &Acting POWERFULLYthink clearly

AVOID NEGATIVE SELF TALK

You are worth far more than what you give yourself credit for


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l Thinking POSITIVELY &Acting POWERFULLYl Think SUCCESSl Seek KNOWLEDGEl Be DECISIVEl Think CREATIVEl Negotiate WIN WIN SOLUTIONSl Accept CHANGEl Be a WINNERl Knowing what you want and need

Lets Write our own

Obituary

Is this the Life I really wanted to Live?

l Knowing what you want and needKILL THESE DREAM DESTROYERS

l You dont have enough educationl You dont have enough capitall You have to be Realisticl There is too much competitionl The economy is Badl Knowing what you want and needl Can Money buy me HAPPINESS?l The illusion of External SUCCESSl How can I experience HAPPINESS?l Do I know what LOVE really means?l Can I succeed in filling all my


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LOVE TANKS?

l Knowing what you want and needLets know our Dream...

l Know who you are,l Where you want to go andl How to get where you want to go!l Knowing what you want and needl Dream in Specific - not Generalitiesl Visualize the Dream as already attainedl Make a total commitment to your DREAM!l How to GetWhat You Wantl Accept the fact that you are better than what you think.l Remember your image determines your Successl Practice Positive Mental visionl How to GetWhat You Wantl Keep on selling yourself to yourselfl Turn a loser into a Winnerl Build people up and win your goalsl Dont let be-litters put you downl Dont let go of your self respectl Have persistent PATIENCE!l How to GetWhat You Wantl Practice the, We will win Philosophy.l Dont let your mind be corrupted.l Guard against the Prophets ofDOOM!


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l Enjoy Adventure. Staying close to shores will not get you anywherel Put yourself to test. Prove you can do it.l How to GetWhat You Want

Generous people win, Selfish people lose

Give a lot & you will get a LOT!

Adopt the Kennedy quote:

Ask not what others can do for you, ask instead what you can do for them.

Use the A. S. K. formula

l How to FindPersonal Success

Get Rid of Negative Emotions

l Change your Emotionl Change the Contentl Change the Clockl Change the Subjectl How to Find

Personal Success

Finding Your magic STAR

l Know what you really Wantl Get in touch with your feelingsl Take reasonable Risksl Appreciate the Green Lights rather than worry about the

Red Lights


Remember these quotes from Quran

Then which of the favors of your lord will you deny?


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Arrogance, jealousy, spite and Hatred were cause of Fall of IBLEES


Honoring All your Desires

1. Get Mad, Do not Get Even

2. Give up attachments and keep Desiring

3. Doubt your Doubts

4. Recognize your Rationalizations


5. Defy Your Defiance

6. Surrender your Submission

7. Avoid Avoidance

8. Defend against your Defences

9. Reject Rejection

10. Do not Hold Back.


Remove the Twelve Blocks in way of your Happiness

1. Let go of Blame

2. Let go of Depression

3. Let of Anxiety

4. Let Go of Indifference


5. Let Go of Judgement

6. Let Go of Indecision


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7. Let go of Procrastination

8. Let Go of Perfectionism

9. Let Go of Resentment


10. Let Go of Self Pity

11. Let Go of Confusion

12. Let Go of Guilt

Get Ready for Personal SUCCESS


l Lets look within to find our connection to GODl Lets outgrow our dependence on one way to find TRUTHl Lets use our power to Change and achieve PERSONAL SUCCESS

My Slides on PM for Students

Documents

Transcript of My Slides on PM for Students