Participant Handbook Personal Effectiveness · Participant Handbook 2 Key Learnings Summarise your...

Food & Beverage Service (Steward)

Personal Effectiveness

Participant Handbook

Steward

Table of Contents

Programme Overview .........................................................................................1

Setting Ground Rules ..........................................................................................5

Attitude ..............................................................................................................9

Creating a Good First Impression ......................................................................13

Discipline ..........................................................................................................21

Self Evaluation ..................................................................................................25

Goal Setting ......................................................................................................29

Managing Time .................................................................................................33

Self Motivation .................................................................................................37

Conflict Resolution ............................................................................................41

Interpersonal Skills ...........................................................................................45

Team Dynamics ................................................................................................49

Dignity of Labour ..............................................................................................53

Honesty ............................................................................................................57

Steward

1

Programme Overview

At the end of this module you will be able to:

T understand the course content and match your expectations with it.

Session Plan1 Module Overview

2 Programme Overview

3 Key Learnings

4 Worksheet

Module Overview

The entire course is divided into four sections – Core Skills, Communicative English, Personal Effectiveness and Career Skills. It will be covered in 4 weeks i.e. 26 days. Each session will be of 8 hours including a 1 hour break. In this module, we will understand the course content and match our expectations with it.

Programme Overview

T The course comprises of:

• Core Skills

• Communicative English

• Personal Effectiveness

• Career Skills

T The course is ‘employability’ focused and will train you to become a professional steward.


2

Key Learnings

Summarise your learnings here. Write your answers in the spaces provided.

1. What does the course comprise of?

Worksheet

1. Read the following questions. Tick on the correct option given below.

a. Core Skills will train you on the technical skills required for the job.

i. True

ii. False

b. Career Skills will train you on the soft skills required to do the job effectively.

i. True

ii. False

c. This program is “employability” focused so any special needs and skills will not beaddressed.

i. True

ii. False

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Notes


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Answers

1. a. True

b. False

c. True

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5

Setting Ground Rules


T recognize the importance of rules and regulations for working effectively.


2 Setting Ground Rules

3 Key Learnings

4 Worksheet

Module Overview

Rules form a part of our life, they exist in our homes, on the street, in the way we conduct ourselves and at our workplace. We need to develop an understanding of rules and their application. Rules help in inculcating discipline in our lives and are integral to achieving goals. In this module, we will learn to recognize the importance of rules and regulations for working effectively.

Setting Ground Rules

T Rules are a set of standards that one should follow in order to maintain discipline.

• Importance of rules.

• Rules allow others to know their limits.

• Rules help in maintaining discipline wherever we are.

• The world without rules would be full of chaos.

T Rules in the class room will help to create an effective teaching learning environment.


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Key Learnings


1. What is the importance of rules?

Worksheet

1. Fill in the blanks

goals, safety, limits, teaching learning, chaos

a. Rules allow others to know their .

b. Traffic rules help in ensuring our .

c. Classroom rules help in creating an effective environment.

d. A world without rules would be full of .

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Notes


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Answers

1. a. limits

b. safety

c. teaching learning

d. chaos

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9

Attitude


T recognize the importance of a positive attitude.


2 Attitude

3 Key Learnings

4 Worksheet

Module Overview

Attitude plays a very important role in shaping our lives. An internal state of happiness and contentment is largely dependent on the kind of attitude we have. In the food and beverage industry an attitude that shows ‘willingness to serve’ is key to customer satisfaction. In this module, we will recognize the importance of a positive attitude.

Attitude

T What is attitude?

• It is your approach.

• Your outlook towards situations and others.

• The emotions you express towards others.

T Having a positive outlook towards life makes the right attitude.

T An attitude that reflects a willingness to serve others is almost always at the heart of good customer service.

T Service winners are:-

• Those with a positive attitude and cheerful outlook.

• Those who genuinely enjoy working with and for people.

• Those with the ability to put the customer on ‘centre stage’.

• Those who allow their customers to be right even on occasions when they are not.


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T Positive attitude anticipates happiness, success and favorable outcomes in every situation. A positive attitude can help us to cope better with stressful situations.

T Ways to develop a positive attitude:-

• Be optimistic in every situation.

• Whenever any negative thoughts enter your mind try, replace it with a constructive one.

• Believe in yourself and your capabilities to become more confident.

• Communicating effectively is also very important.

• Meditation gives you peace of mind, which will help you to think positively.

T An inflated opinion of oneself accompanied by a belief that one is superior to others is ego. Ego stops a man from accepting his mistakes.

T Negative impacts of ego:

• An egoist blames others for his own problems.

• An egoist constantly seeks self importance, power and superiority over others.

• An egoist sees things only his way.

• Ego is detrimental to service attitude.

• Ego destroys relationships.

T Importance of a positive attitude

• It helps in achieving goals and attaining success.

• It enables you to inspire and motivate yourself.

• It enables you to overcome obstacles.

• It helps in changing problems into opportunities.

• It helps in decreasing stress.

• It helps to gain friends and improve relationships.

• Above all LIFE SMILES AT YOU.

“There are exactly as many special occasions in life as we choose to celebrate.”

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Key Learnings


1. What is the importance of a positive attitude?

Worksheet

1. Read the following questions and tick on the correct options

a. Which of the following are positive emotions?

i. Hope

ii. Anger

iii. Jealous

iv. Happy

v. Confidence

vi. Anxiety

vii. Fear

b. A new colleague has joined your office. Which of the following lines will you say whileapproaching him for the first time?

i. Hi, I hope you do not impress the boss more than me.ii. Welcome to your new office. In case of any help needed, ask me.iii. Oh! You added to the crowd in my section.iv. Please, do not disturb me. I have too much of work.

2. Write 3 things you will do to introduce positive attitude in your life.


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i. a. Notes

Answers

1. a. i, iv, v

b. ii

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Creating a Good First ImpressionAt the end of this module you will be able to:

T demonstrate the body language and grooming required in a professional environment.


2 Creating a Good First Impression

3 Key Learnings

4 Worksheet

Module Overview

It takes 10 seconds to create an impression about a person and it lasts a lifetime. When we meet someone for the first time, the way he is dressed, his grooming and body language play a key role in creating an impression. If a person is able to create a good first impression it can impress your interviewer, seniors, colleagues and above all the guest. In this module, we will learn to demonstrate the body language and grooming required in a professional environment.

Creating a Good First Impression

T A good first impression is created by:

• Clothes

• Grooming

• Body language/Non Verbal Communication

T Personal grooming means developing your personality’s various facets.

T Professional wear for men.

Shirts:

• Wear shirts with collars.

• Wear light coloured shirts.

• Stripes or small checks can be worn.

• Tuck your shirt into your trousers.


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Trousers:

• Stick to dark colours like black, brown, grey or dark blue.

• Trousers should not be rolled at the end.

• Trousers should also not be too short. Your socks should not be visible when you walk

Socks:

• Choose a colour which co-ordinates with your trousers (usually black, dark brown, darkblue, dark grey).

• Wear clean socks to avoid bad odour.

Shoes:

• Wear a good pair of shoes (black/brown).• Shoes must be polished every day.

Belts:

• Wear only formal belts with a sleek buckle.

T Professional wear for women:-

Salwar Kameez/ Sari:

• Stick to simple prints.• Almost all colours are fine. Avoid distracting colors like bright pink, bright orange and red.

Shirts and trousers:

• Almost any colour works. Try to avoid colours that are too distracting.• Collared shirts or blouses can be worn safely.

Shoes/sandals:

• When wearing western clothes, you must wear close-toed shoes.• When wearing indian clothes, open-toed sandals are acceptable.• Stick to dark-coloured shoes.• Do not wear tennis shoes or slippers

Jewellery:

• Subtle jewellery should be worn.• Avoid wearing too much gold.

Make – up:

• Lips: Apply a little lip-gloss or natural-coloured lipstick on your lips.• Eyes: A very small line of kajal on the top of your eyes also looks nice. Using dark brown

eyeliner instead of black can be softer and better for the workplace.

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T Grooming:

• Brush your teeth three times a day and be sure to clean your tongue as well.• Take a bath daily.• Use perfume or deodorant to avoid unpleasant odour.• Wear clean clothes.• Nails should be clean and trimmed.• Shampoo your hair more than once a week.

T Grooming Blunders:

• Avoid wearing too much perfume.• Jewellery should not be noisy or too large.• Avoid wearing bright nail colours.• Long nails should be avoided.• Hair should not fall over the ears, eyebrows or even touch the back of the collar.• Avoid coming to the workplace without shaving.

T Body language – is the language of the body. It consists of body postures, gestures, facial expressions and eye movements.

T Communication comprises of:

• 7% of what you say• 35% of how you say it• 55% of what your body language communicates.

T Body postures are the way you sit, stand or walk.

T Facial expressions are the emotions and feelings expressed by our face.

T Smile is a very important facial expression. A smile makes a person seem:

• Approachable• Friendly and warm.

T While handling a customer or guest, always maintain eye contact.

• It shows confidence.• It shows that you know your job.• It shows that you are interested.• It shows that you are giving respect to the speaker.

T Things you should avoid:

• Never show negative emotions on your face.• Never appear grumpy, never frown or show arrogance.• Never slouch.• Never drag your feet while walking.• A gesture is a movement of the hand, head or body to indicate an idea or feeling.


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T A gesture is a movement of hand, head or body to indicate an idea or feeling.

Positive gestures:

• Getting up for seniors.• Using open palm for directions.

T Negative gestures:

• Pointing fingers : Shows disrespect• Clicking pen : Shows restlessness• Tapping feet : Shows restlessness• Touching hair and face : Shows lack of self confidence• Chewing nails : Shows nervousness

T Personal space/formal space is the minimum distance that should be maintained between two individuals, so that they are comfortable. It should be a minimum of 3 feet.

“Dress badly and they remember the clothes, dress well and they remember the person.”

Key Learnings


1. How would you dress for an interview to create a good first impression?

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Worksheet

1. Put a √ in the box for the most appropriate option:

a. Which of the following will you wear to your office?

i. Shoes

Canvas shoes Formal shoes Sandals

ii. Trousers

Formal trouser 3/4 ths Jeans

iii. Shirts

Jazzy T-shirt Simple T-shirt Formal shirt


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iv. Jewellery and accessories

Heavy necklace and earrings Heavy rings and bracelets Watch

v. Hairstyle

Untidy and uncombed hair Neatly combed hair Hair falling on face

2. Select the best response:

a. If a customer seems to be confused, you could say:

i. “How could I help you?”ii. “I think you are really confused”iii. “I won’t be able to help you”iv. “What exactly do you want?”

b. You are in a meeting with your seniors and colleagues and want to make a point but do notget a chance to do so. You could say:

i. “Everybody shut up and listen to me”ii. “Excuse me please, I want to say something”iii. “Why are you all not listening to me”iv. “How long should I wait to speak”

c. Tick on the correct posture.

i. A person with an upright posture while sitting and standingii. Slouching while sitting

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Notes


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Answers

1. Formal shoes

Formal trousers

Formal shirt

Watch

Neatly combed hair

2. a. (i)

b. (ii)

c. (i)

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DisciplineAt the end of this module you will be able to:

T recognize the importance of being disciplined and its positive impact on work.


2 Discipline

3 Key Learnings

4 Worksheet

Module Overview

The word discipline comes from the word disciple. It is nothing but to follow certain things in life. It is to do something you know you should do, whether you like it or not. Discipline is one of the critical factors needed to achieve goals successfully. In this module, we will learn to recognize the importance of being disciplined and its positive impact on work.

Discipline

T Discipline means:-

• learning self controlling• recognizing limits• learning where to stop.

T Self discipline is the bridge between goals and accomplishments.

• it gives you the strength to be firm in your decisions• it gives you the strength to overcome your weaknesses• it leads to greater self confidence.

T The five pillars of self discipline are :

• “A WHIP”• Acceptance• Willpower• Hard work• Industry• Persistence


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T Some workplace discipline that we need to follow:

• Respecting seniors• Being punctual• Respecting procedures• Commitment & consistency in performance.

“Discipline is the process by which talent becomes ability.”

Key Learnings


1. What discipline should one maintain at the workplace?

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Worksheet


a. Discipline means learning self control.

i. Trueii. False

b. Learning self control is an integral part of discipline.

i. Trueii. False

c. Self discipline leads to greater self confidence.

i. Trueii. False

d. Being disciplined makes us unorganized.

i. Trueii. False

e. Respecting seniors is an important workplace discipline.

i. Trueii. False

Notes


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Answers

1. a. True

b. False

c. True

d. False

e. True

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Goal SettingAt the end of this module you will be able to:

T recognize the importance of setting goals and plan short term and long term goals.


2 Goal Setting

3 Key Learnings

4 Worksheet

Module Overview

Goal setting is the first step towards successful goal achievement. It marks your first point towards success. It is what puts your life into real action mode. People with goals succeed because they know where they are going. In this module, we will learn to recognize the importance of setting goals and plan short term and long term goals.

Goal Setting

T Goals are what you are aiming for. T Goal setting is the process of planning and then working towards the achievement of the goal set. T Importance of goals.\

• Goals give us direction• They give us a sense of purpose• They help channelize our resources effectively

T Planning for the achievement of goals is important because:• It gives us clarity on what we want to achieve• Keeps us motivated• Keeps us focused• Makes us accountable• Makes us more effective

T Short term goals can be achieved in a day, within a week or within a few months. T Long term goals take longer period of time i.e. one year, 5 years or even 10 years.

T Short term goals help in achieving long term goals.

“The whole world steps aside for a man who knows where he is going.”


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Key Learnings


1. What are goals? Why are goals important?

2. Why is planning for the achievement of goals is important?

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Worksheet

1. Categorize your goals as short term and long term goals.


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Notes

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Self Evaluation


T identify your strengths and weaknesses.


2 Self Evaluation

3 Key Learnings

4 Worksheet

Module Overview

In order to be successful one must know oneself. Self-evaluation is an analysis of one’s own value which plays a major role in decision-making and building personal relations with guests, seniors or colleagues. In this module, we will learn about identifying our strengths and weaknesses.

Self Evaluation

T Self evaluation is the course of exploring one’s persona, emotions and behaviour.

T Self evaluation helps us to

• Have a clear idea about our self-image, emotions, values, strengths and weaknesses.• Know what we are, why we are so, what we want to be and how we can achieve what

we want.

T Self evaluation can be done by –

• Identifying and tackling positive and negative emotions.• Observing personal behaviour at all times and places.• Analyzing strengths and weaknesses of our personality.• Taking others’ opinions as to what they think of our personality in general.

T SWOT analysis is a useful technique that helps us to identify personal strengths and weaknessesand analyze the external opportunities and threats that flow from them.

T Strengths are your inner abilities or the good qualities that you possess.


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T Identifying our strengths helps us to:-

• Create the right image of ourself in front of others.• Realize our own value/worth.• Become more confident.• Maximize our performance.• Identify opportunities for ourself, that we would not otherwise have spotted.

T Weaknesses are those personality traits that hold us back from realizing our true potential andmaximizing our output.

T Identifying our weaknesses helps us to -

• Overcome them in order to grab opportunities• Manage and eliminate threats that might otherwise hurt our ability to move forward.• Increases our capabilities.

“Oh, what a great gift we would have if we could only see ourselves as others see us.”

Key Learnings


1. What is self evaluation and how does it help us?

2. How does identifying our strengths help us?

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Worksheet

1. Write down your strengths and weaknesses in the table given below:

Strength Weakness


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Notes

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Managing Time


T identify important and urgent tasks and manage time effectively.


2 Managing Time

3 Key Learnings

4 Worksheet

Module Overview

It is important to learn how to manage your time well to achieve success personally and in your professional life. Time management teaches you how to manage your time effectively and make the most out of it. Time is a limited resource that cannot be stored or saved for later use. Everyone has the same amount of time each day. Time not well used cannot be retrieved. Managing time optimally is one of the biggest challenges an individual faces. In this module, we will learn to identify important and urgent tasks and manage time effectively.

Managing Time

T Time management is the art of arranging, organizing, scheduling and budgeting one’s time to get the most out of it.

T Importance of Time Management

• It helps to prioritize tasks in their order of importance• It helps to get more work done in less time• It helps to channelize the resources of time and effort optimally

T Managing time effectively - DIBAT

• D - Delegate less important tasks to others• I - Identify time wasters• B - Big tasks should be split into smaller tasks• A - Accomplish these small tasks one by one• T - Time your activities


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T Tips for good time management:

• Make a ‘to-do’ list.• Prioritize tasks in the list.• Learn to say ‘NO’.• Plan for a week in advance.

“And in the end, its not the years in your life that count, It’s the life in your years.”

Key Learnings


1. What is the importance of time management?

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Worksheet

1. Write down all your tasks and categorize them as most important, less important and leastimportant.

TIME TASK TIME NEEDED

MOST IMPORTANT

LESS IMPORTANT

LEAST IMPORTANT

6:00 a.m.

6:30 a.m.

7:00 a.m.

7:30 a.m.

8:00 a.m.

8:30 a.m.

9:00 a.m.

9:30 a.m.

10:00 a.m.

10:30 a.m.

11:00 a.m.

11:30 a.m.

12:00 noon

12:30 p.m.

1:00 p.m.

1:30 p.m.

2:00 p.m.

2:30 p.m.

3:00 p.m.

3:30 p.m.

4:00 p.m.

4:30 p.m.

5:00 p.m.

5:30 p.m.


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TIME TASK TIME NEEDED

MOST IMPORTANT

LESS IMPORTANT

LEAST IMPORTANT

6:00 p.m.

6:30 p.m.

7:00 p.m.

7:30 p.m.

8:00 p.m.

8:30 p.m.

9:00 p.m.

9:30 p.m.

10:00 p.m.

Notes

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Self Motivation


T recognize the role of self-motivation in making a person successful.


2 Self Motivation

3 Key Learnings

4 Worksheet

Module Overview

Life has its share of struggles and difficulties. We will meet challenges in every sphere of our life, however we have to keeping moving ahead. At your workplace too, you will meet with difficult situations, that challenge you, however your determination and desire to achieve your goals will power you to move ahead. This power of motivation can help us reap rich dividends. In this module, we will learn to recognize the role of self-motivation in making a person successful.

Self Motivation

T Motivation is the driving force by which human beings achieve goals.

T It is the inner power that drives us towards actions.

T What motivates people?

• Dreams• Role models – parents, leaders, celebrities etc.• Money• Name & Fame

T How we can develop self motivation?

• Boost your self confidence.• Develop concrete focus – define a goal and a set of actions.• Develop direction – have a day to day strategy to achieve your goals.

T Your motivation affects your performance.

T Be motivated from within, rather than look for external motivators.

T Don’t let negative thoughts dominate you.


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T Build your strengths.

T Believe in yourself.

“Take the first step in faith. You don’t have to see the whole staircase, just take the first step.”

Key Learnings


1. What motivates people?

2. How can we develop self motivation?

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Worksheet


a. Motivation is the ______________________ by which human beings achieve goals.

i. planii. driving force

b. One should be motivated from within, rather than looking for external motivations.

i. Trueii. False

c. Self-motivation can be developed by

i. boosting self confidenceii. escaping challenging situations

Notes


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Answers

1. a. driving force

b. True

c. boosting self confidence

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Conflict Resolution


T solve conflicts peacefully and constructively.


2 Conflict Resolution

3 Key Learnings

4 Worksheet

Module Overview

Conflicts or problems are bound to occur in our personal and professional lives. How we resolve conflicts is therefore of utmost importance. It needs patience, empathy, effective listening and above all a desire to find a solution or ‘resolve’ a problem. Conflicts with seniors, colleagues and guests will occur during your work life. In this module, we will learn to solve conflicts peacefully and constructively.

Conflict Resolution

T A conflict is a situation that may be difficult to understand or deal with.

T Conflicts occur because:

• There is a clash of interest• A difference of opinion• A misunderstanding

T Conflicts are dangerous because:

• If a conflict or problem is not solved or addressed at the right time, it may get blown outof proportion.

• An unsolved problem is like a cancer which spreads and causes havoc in all other areas of life.• Unsolved problems may lead to increased levels of bitterness and frustration.• It may foster bad habits like back biting, gossiping, abusing etc.• Persons involved in the conflict may lose focus and target each other’s character instead

of the specific behaviour to be changed.


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T Steps to solve a conflict:

1 STOP Stop before you lose control of your temper and make the conflict worse.

2 SAY Choose your words carefully. Use 'I' and 'WE' messages.

3 LISTEN Listen to the other person's ideas and feelings.

4 THINK Think of solutions that will satisfy both parties.

5 APOLOGIZE Say 'sorry' to heal the relationship.

6 IMPLEMENT Your solution to change a conflict situation into a win-win situation.

T Resolving conflicts is beneficial in many ways:-

• It results in achieving increased understanding and cohesion with the group or individual.• It contributes to a healthy workplace atmosphere.• It helps us remain positive and motivated by keeping bitterness and frustration at bay.• It is an opportunity to learn and strengthen ourselves.

“When we change the way we look at things, the things we look at change.”

Key Learnings


1. What are the steps to solve a conflict?

2. Write two benefits of resolving conflicts.

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Worksheet


a. A conflict is a situation that may be difficult to understand or deal with.

i. Trueii. False

b. Conflicts occur because of

i. understandingii. misunderstanding

c. Unsolved problem may lead to increased levels of

i. bitterness and frustrationii. trust

d. To resolve conflicts, use ‘I’ and ‘We’ message that communicate a-

i. concern and the desire to helpii. clash of interest

e. Resolving conflicts gives us an opportunity to

i. create a difference of opinionii. learn and strengthen ourselves

Notes


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Answers

1. a. True

b. misunderstanding

c. bitterness and frustration

d. concern and the desire to help

e. learn and strengthen ourselves

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Interpersonal SkillsAt the end of this module you will be able to:

T recognize the importance of good interpersonal skills to create good relationships at the workplace.


2 Interpersonal Skills

3 Key Learnings

4 Worksheet

Module Overview

The ability to develop fruitful relationships with others is called interpersonal skills. You would be working with other members in the team at your workplace. Therefore knowing how to develop healthy working relationships with people at the workplace will contribute significantly to your success. Most importantly building a rapport with the customer, earning his trust, providing him excellent customer service depends largely on having excellent interpersonal skills. In this module, we will learn about the importance of good interpersonal skills to create good relationships at the workplace.

Interpersonal Skills

T Interpersonal skills is the art of interacting with people to build good relationships with them.

T Effective communication plays a key role in developing good interpersonal skills.

T Communication is a process that involves exchange of information, thoughts, ideas and emotions between people.

T Non-verbal communication is the communication of sending and receiving wordless messages.

T Non-verbal communication which result in achieving positive interpersonal skills are:-

• Smile and eye contact• Use of correct postures and gestures• Touch

T The importance of listening in communication is enormous.

T Listening is an activity of paying attention to and trying to get meaning from something we hear.


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T Listening is important because:-

• It patiently conveys that “you care”• It enables you to understand other people’s viewpoints and empathize with their situation.

T Verbal communication is -

• the use of sounds and language to convey a message.• it helps us express our desires, ideas and concepts through words.

T Verbal communication which result in achieving positive interpersonal skills are –

• Voice• Intensity• Sounds

T Giving criticism in a positive manner, prevents relationships from getting destroyed.

“The most basic of all human needs is the need to understand and be understood.”

Key Learnings


1. What is the importance of listening in communication?

2. What is verbal communication?

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Worksheet

1. Match the statements in column A to the statements in column B.

COLUMN A COLUMN B

a. The art of interacting with people to build good relationships i. smile and eye contact

b.A process that involves exchange of information, thoughts, ideas & emotions between people

ii. interpersonal skills

c. The art of sending and receiving wordless messages iii. listen actively

d. Non-verbal communication which result in achieving interpersonal skill iv. communication

e. For better understanding while listening, one should ask v. non-verbal communication

f.To understand other people’s viewpoints and empathize with their situation, one must

vi. relevant questions

Notes


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Answers

1. a. interpersonal skills

b. communication

c. non-verbal communication

d. smile and eye contact

e. relevant questions

f. listen actively

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Team Dynamics At the end of this module you will be able to:

T distinguish between a group and a team and recognize the importance of team work.


2 Team Dynamics

3 Key Learnings

4 Worksheet

Module Overview

In a football or cricket match, the movements and tactics of the players are coordinated, they appear to be like the notes of music, that come together to create a beautiful symphony. In a Food and Beverage establishment teams play a vital role in ensuring smooth service to the guests. In this module, we will learn to distinguish between a group and a team.

Team Dynamics

T A group is made up of individuals who do not share a common goal but each individual does his/her own thing to achieve their individual purpose.

T A team is a group of people organized to work together interdependently and co-operatively to accomplish a common purpose or goal.

T Group vs Team

Group Team• Made up of individuals • Individuals organized to work together

• Each individual does his/her ownthing

• Work interdependently & co-operativelywith each other

• Pursue individual goals • Pursue a common goal

T Importance of teams:-

• Tasks are accomplished at a faster pace when it is done by a team rather than an individual• Team work helps to improve relationships amongst the team members.


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T For working effectively in teams, you must:-

• Know your work completely.• Be committed towards your work.• Co-operate with your team member.• Be dependable and trustworthy towards your team.• Identify the strengths of your team members.• Give assurance to others in the team.• Be focused on the goal.• Stand by each other during good and bad times alike.• Divide the task and share the burden.• Help and accept help from others.

“Coming together is a beginning. Keeping together is progress. Working together is success.”

Key Learnings


1. How can you work effectively in a team?

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Worksheet

1. Read the statements. Then tick on the option that suits a good team member.

a. You listen to your team mates. (always/sometimes/ never)

b. You take all decisions. (always/sometimes/ never)

c. You tell your team members what to do. (always/sometimes/ never)

d. You see that your team mates get tasks they are good at. (always/sometimes/ never)

e. You want to showcase your talent before anyone else’s. (always/sometimes/ never)

f. You contribute your skills for the team. (always/sometimes/ never)

g. You get along with your co – workers. (always/sometimes/ never)

2. Fill in the blanks in the paragraph by choosing the expressions given below.

let me help you, team work , as many hands but one mind, come on team we can do it

Do not worry I will do it, Cheers

I am the team leader of alpha team. Our team had to meet the target set by our boss.

I motivated my team by saying, . There is no better way

than to achieve great results. We also did the same.

My team and I worked . Raj had some problem, but

Kishore helped him. He said “ “ to Raj. When Kishore

saw that Raj was very nervous and could not concentrate on his work then Kishore said,

“ , you take a

break for two minutes”. In the end all was well and our team was able to meet our targets.

to all of us.

Notes


52

Answers

1. a. Always

b. Never

c. Sometimes

d. Sometimes

e. Never

f. Always

g. Always

2. come on team we can do it, team work, as many hands but one mind, let me help you, Do notworry I will do it, Cheers

Steward

53

Dignity Of Labour


T recognize the importance of inclusion and equality.


2 Dignity of Labour

3 Key Learnings

4 Worksheet

Module Overview

“To work is to pray.” It is very important to develop this outlook for a satisfying and successful career. It earns an individual ‘true respect’ and love from people at his workplace. All work is worthy of respect, there is dignity in labour. In this module, we will learn to recognize the importance of inclusion and equality.

Dignity of Labour

T Dignity of labour is:-

• respecting all types of work.• understanding that no job is lesser or greater than another.

T What is ego?

• Ego is a heightened sense of your own worth.• It leads you into thinking very highly of yourself.• This feeling of being superior separates you from others.

T How can EGO be dangerous?

• Ego makes us self-centered• Holds us back from realizing our potential to the fullest• Stops us from working in a team

T To be able to respect all kinds of jobs we need to cast aside EGO.


54

T Ways to overcome ego

• Stop being offended.• Let go off – your need to be right.• Let go off – your need to win.• Let go off – your need to be superior.• Let go off – your need to compare.

“The best portion of a good man’s life, are his little, nameless, unremembered acts of kindness and of love.”

Key Learnings


1. What is ego?

2. How can we overcome ego?

Steward

55

Worksheet


a. Respecting all types of work is

i. Dignity of Labourii. Honesty

b. Ego is a reflection of

i. Self confidence and abilityii. Arrogance and a heightened sense of self worth

c. One can overcome ego by

i. Letting go off one’s need to winii. Asserting one’s superiority

Notes


56

Answers

1. a. Dignity of Labour

b. Arrogance and a heightened sense of self worth

c. Letting go off one’s need to win.

Steward

57

Honesty


T recognize the importance of being honest.


2 Honesty

3 Key Learnings

4 Worksheet

Module Overview

Being honest means being able to tell the truth and not cheating others. It is very important to be honest at the workplace as you will be dealing with guests. Guests may their belongings or may pay more than the billed amount. Here, your honesty plays an important role in creating a good impression about you and your organization in the guest’s mind. A happy customer who believes in your organization will become a loyal customer. This is the ultimate goal of any organization and your honesty plays an important role in achieving it. In this module, we will learn to recognize the importance of being honest.

Honesty

T Honesty is being:

• sincere• truthful• trustworthy• fair & genuine• loyal

T Honesty leads to

• good business relationships• good friendship• self satisfaction is the award for honesty


58

T Workplace honesty is the path for your professional success.

T Honest people are always respected and looked up to.

T Honesty leads to credibility

• Honesty is the key ingredient in developing trust.• Trust is the element in establishing credibility.• Credibility forms the base of any relationship.

“Honesty is the cornerstone of all success, without which confidence and ability to perform shall cease to exist.”

Key Learnings


1. What is honesty?

2. What are the benefits of honesty?

Steward

59

Worksheet


a. Honesty is being loyal

i. Trueii. False

b. Honesty leads to

i. Self satisfactionii. Increased stress and anxiety

c. Honesty at the workplace earns you

i. Reduced tipsii. Loyal customers

Notes


60

Answers

1. a. True

b. Self satisfaction

c. Loyal customers

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