TRAINING AND DEVELOPMENT

PSYCHOTHERAPY AND COUNSELING

R.K. WADHAWAN INSTITUTE OF UNIVERSAL LEARNING

NAME: Pooja Venkatesh Kama

Submitted to: DR. Rachna Sharma HUMAN RESOURCE MANAGEMENT NAME: Sonali narbariya 2010-12 ENROLMENT NO: 10BSP0789 1

ACKNOWLEDGEMENT:

I would like to express my heartfelt gratitude to Dr. Rachna Sharma, my internal guide for giving me her valuable inputs whenever I required in my project.

I am grateful to Mr. Vikram Chauhan, (Territory Head Sales and Ditribution Maharashtra Estelle) and Mr. Jackson Pal, (Sales and Distribution Head India, Sri Lanka, Dubai Estelle ) for their help.

Also, I would like to thank all the CSAs, supervisors and managers who have helped me gather all the information without which the project could not have been carried further.

And finally, I would also like to thank Mr. Devendra Gabhawala ( Manager Business Development R. K. Wadhawan Institute of Universal Learning) for his assistance and co-operation for my MRP project.

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TABLE OF CONTENTS: 1. ABSTRACT..4 2. TRAINING AND DEVELOPMENT...63. INTRODUCTION TO THE IMITATION JEWELRY MARKET...10 4. ESTELLE .12 5. PROCESS OF THE PROJECT .16 6. METHODOLOGY ADOPTED ...17 7. CUSTOMER SERVICE

MODULE...228. R.K. WADHAWAN INSTITUTE FOR UNIVERSAL LEARNING

(RKWIUL)..459. PSYCHOTHERAPY &COUNSELING..47

10. REFERENCES.......50

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ABSTRACT:This project will give an insight on the different aspects of training and development. For this primary data collection has been done for a company called Estelle- which is the leaders in the imitation fashion jewelry market in India. The project involves an in-depth study in the imitation jewelry sector. For this I carried out a complete market research about organizations that fall into this category.

The market research involved data collection. This was done through the primary and secondary data collection techniques. This project will primarily focus only on the front liners working in this sector (as per the companys requirement). After a thorough market research the effectiveness of these CSAs was analyzed by finding out their competencies.

Next a training need analysis was carried out to give me an understanding whether the front liners require any sort of training or they are selfcomplacent. TNA helped to assess the necessary skills that are to be inculcated for the CSAs to efficiently carry out their jobs. It also helped to understand the competencies that they lacked in. This gap between the actual and desired skills that is essential to perform the requisite jobs well will later be done through TRAINING.

Training modules are currently being prepared. A sample module on one of the following will be made4

Communication Skills Motivational Skills Customer Service Time Management Personality Development The modules will add value to the client organization through training.

The project will also encompass a brief study on psychotherapy and counseling. This will be followed by the importance of counseling in an individuals life and employee development. And, last of all the project will comprise of an in-depth focus on two employee development practices Training &Development and Counseling. Also it will consist of analysis of training programs conducted by the training organization- R.K. WADHAWAN INSTITUTE OF UNIVERSAL LEARNING (RKWIUL)

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TRAINING AND DEVELOPMENT:In the field of human resource management, training and development is the field concerned with organizational activity aimed at bettering the performance of individuals and groups in organizational settings. It has been known by several names, including employee development, human resource development, and learning and development. Training - and also enabling learning and personal development - is essential for the organization. It helps improve quality, customer satisfaction, productivity, morale, management succession, business development and profitability. There are many different training and development methods. A few of them are: On-The-Job Training Informal Training Classroom Training, Internal Training Courses External Training Courses On-The-Job Coaching Life-Coaching Mentoring Training Assignments And Tasks Skills Training Product Training Technical Training Behavioral Development Training Role-Playing And Role-Play Games And Exercises Attitudinal Training And Development Accredited Training And Learning Distance Learning

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Training is also available far beyond and outside the classroom. More importantly, training - or learning, to look at it from the trainee's view - is anything offering learning and developmental experience. Training and learning development includes aspects such as: ethics and morality; attitude and behavior; leadership and determination, as well as skills and knowledge. Development isn't restricted to training - it's anything that helps a person to grow, in ability, skills, confidence, tolerance, commitment, initiative, inter-personal skills, understanding, self-control, motivation and more. This is why training and learning must extend far beyond conventional classroom training courses. Be creative, innovative, and open-minded, and you will discover learning in virtually every new experience, whether for yourself, your team, or your organization. If you want to make a difference, think about what really helps people to change. TRAINING AND DEVELOPMENT OBJECTIVES The principal objective of training and development division is to make sure the availability of a skilled and willing workforce to an organization. In addition to that, there are four other objectives: Individual, Organizational, Functional, and Societal. 1. Individual Objectives help employees in achieving their personal goals, which in turn, enhances the individual contribution to an organization. 2. Organizational Objectives assist the organization with its primary objective by bringing individual effectiveness. 3. Functional Objectives maintain the departments contribution at a level suitable to the organizations needs. 4. Societal Objectives ensure that an organization is ethically and socially responsible to the needs and challenges of the society

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THE TRAINING PROCESS IS AS FOLLOWS:

1. Assess and agree training needs 2. Create training or development specification 3. Consider learning styles and personality 4. Plan training and evaluation 5. Design materials, methods and deliver training

TYPICAL REASONS FOR EMPLOYEE TRAINING AND DEVELOPMENT Training and development can be initiated for a variety of reasons for an employee or group of employees, e.g.

When a performance appraisal indicates performance improvement is needed To "benchmark" the status of improvement so far in a performance improvement effort As part of an overall professional development program As part of succession planning to help an employee be eligible for a planned change in role in the organization To "pilot", or test, the operation of a new performance management system

GENERAL BENEFITS FROM EMPLOYEE TRAINING AND DEVELOPMENT:

There are numerous sources of online information about training and development. Several of these sites (they're listed later on in this library) suggest reasons for supervisors to conduct training among employees. These reasons include:8

Increased job satisfaction and morale among employees Increased employee motivation Increased efficiencies in processes, resulting in financial gain Increased capacity to adopt new technologies and methods Increased innovation in strategies and products Reduced employee turnover Enhanced company image, e.g., conducting ethics training Risk management, diversity training

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INTRODUCTION TO THE IMITATION JEWELRY MARKET:

The imitation jewelry industry is booming in India. Every shopping outlet from Shoppers Stop to Pantaloons has scores of counters such as Sia, Tribal Zone, Zaveri Pearls, Estelle, Ola and many others. Each of these brands has a wide and novel product offering which is always in synchronization with the latest fashion trend. A well trained workforce is the key to success of any business. Training provides the opportunity to develop the technical and behavioral skills of the employees. It helps the employees in achieving their personal goals which in turn enhances their contribution to the organization. Once trained, workers and managers become motivated and display a positive attitude. Organizations should, therefore, devise such a training program that will help employees perform effectively With fashion being so upbeat imitation jewelry of every kind is available be it traditional jewelry or office wear. Every brand tries to promote its USP through its products. The advantage of this is that customers pick up things quickly many a times since imitation jewelry falls also in the category of On an impulse purchase Since every brand carries out this strategy there is cut throat competition in the market among these brands. However not every brand pays heed to adorning its employees who also along with the products naturally get displayed. The employees of a brand irrespective of being very efficient if not properly refined to work better for their jobs do not add value to the organization. They say that a diamond needs a rigorous polishing before it finally shines.

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Similarly when employees are trained well they perform their jobs with greater efficiency. Thus the importance of training is that it improves the performance of employees in their jobs thereby increasing the sales.

AND the by product of increase in sales is increase in revenues which bythe way is the ultimate goal of any organization!!! The project will focus on Estelle which is the leader in the imitation fashion jewelry industry

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ESTELLE: MARKET RESEARCH:

Estelle Jewelry is a Hyderabad based company, deals in semi precious and pearl jewelry. Estelle is manufactured by Normak Fashions Private Limited 50:50 joint venture with M/s Normak Fashions Inc., Canada. The company is major exporter of fashion jewelry to North America and Europe and has the unique distinction of being the preferred vendor for leading fashion brands in the west including Givenchy, Nine West, 1928, Jones New York, Napier and others. It currently operates two factories in India and employs in excess of 600 workers. Estelle is designer fashion jewelry for the stylish and elegant woman with a wide range of designs that are international in style and are priced right. Estelle embodies a spirit of aspiration and confidence and offers the latest in fashion jewelry to women with attitude that enhances their natural beauty and grace. Currently, Estelle has 29 exclusive showrooms across the country and over 150 dealers including Lifestyle, Shoppers Stop, Ebony, West Side and Archies. The company wants to increase its presence in malls and improve franchisee network in the country. It has plans to introduce line extensions for hypermarkets and product extensions for mass market as an initiative towards further market penetration. The company also has several promotional tie-ups with leading FMCG manufacturers and MNCs such as Hindustan Unilever, Henkel India, Colgate Palmolive, Duncan and Emami.

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DATA ANALYSIS: There is no formal training given at Estelle. The senior CSAs train the newcomers and there is no training by any trainers in-house or out-sourced. Thus the CSAs get trained on the basis of the knowledge and experience of their seniors. This means of training is not reliable and can be fatal since it isnt professional.

AREAS OF IMPROVEMENT:1. Since no trainings are provided to the CSAs improvement needs to be done in every dimension. 2. This includes: Communication Skills Customer Service Personality Development Punctuality/Time Management

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SWOT ANALYSIS:A. STRENGTHS: 1. An international brand so it speaks for itself. 2. A large market expansion drive makes Estelle as a brand known to all in the domestic market. 3. The products of Estelle are beautiful and eye-catching.

B. WEAKNESS: 1. No training to CSAs at Estelle, which would have rather increased the sales immensely. 2. Large attrition rates in the CSAs due to absence of motivational, attitude training and induction of brand loyalty. 3. Unorganized to a certain extent, it has exclusive outlets throughout the country but very few (i.e. 29), at other places it has tie ups with major shopping outlets.

C. OPPORTUNITY: 1. In the near future with its expansion drive on, Estelle can be recognized as a separate major imitation jewelry brand like SIA ,as for now it still has to go a long way. 2. The customer loyalty at Estelle is lacking, it can work a lot in terms of customer retention. 3. With better trainings provided to the front liners Estelle can improve its sales which will further improve its revenues.

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D. THREATS: 1. Organized brands are a major threat to Estelle in the imitation jewelry sector. 2. Also well trained workforce of the competitor brands are also a threat to Estelle. 3. It has a tough competition from other successful brands under fashion imitation jewelry such as Sia, Zaveri Pearls, Tribal Zone, Ola etc

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PROCESS OF THE PROJECT:

The methodology is broadly classified as follows: Stage I: Market Research Stage II: Data Collection Stage III: Maintaining data and updating data Stage IV: Preparing training modules for the CSAs Stage V: Providing training to the CSAs Stage VI: Doing a research on the trainings delivered by RKWIUL which is a training institute Stage VII: Carrying out a profound study in psychotherapy and counseling

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METHODOLOGY ADOPTED:4 major competitors of Estelle have been concentrate uponso far. They are Sia, Tribal Zone, Zaveri Pearls and Twisted. The following methodology was adopted:

MARKET RESEARCH:A market research on each of these companies was done. This was done through data collection of primary and secondary data, market trends, data about competitors and lastly needs of the consumer.

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DATA COLLECTION:

Data collection was essentially done by visiting different malls where kiosks or stores of these brands were located. Places such as Shoppers Stop, Lifestyle, Central, Pantaloons and Westside were visited.

Next observation techniques were used. This was done by talking to the CSAs and giving them real life cases. Real life cases were given by ways such as speaking to them in English, asking them questions on the product range, speaking like an angry customer etc

Further, surveys were carried on through the means of questionnaires. 3 types of questionnaires were made:

1. For the CSAs: So as to get the competencies of the CSAs through themselves. 2. For the Managers: So as to get the competencies of the CSAs through the managers under whom they work.

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3. Feedback form: This was made to ask the customers what they thought about the service the CSAs provided.

The filled questionnaires were then used to analyze the skills that the CSAs already had and the ones that needed to be inculcated.

Since internet is a rich source of data a lot of data was collected from the internet. A lot of sites and home pages proved to be useful in helping me fetch data.

TRAINING NEED ANALYSIS:Training need analysis was done on the basis of the questionnaires, observations and the other primary and secondary data collection techniques. The analysis has been carried out on the basis of the surveys that were carried on. Also the analysis has been done on the basis of primary and secondary data collection which includes questionnaires filled by the CSAs, customer feedback and questionnaires filled by the managers. It is also based upon observations and the data collected through the internet newspapers etc.

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PREPARING TRAINING MODULES:The training need analysis helped in assessing the skills that the CSAs were devoid of and the proficiencies that need to be instilled in them. As stated the modules are in the process of being made They are: 1. Personality Development 2. Communication Skills 3. Stress Management 4. Customer Service 5. Time Management Currently stress management and customer service have been worked upon.

Collecting primary data about the training processes at RKWIULthrough the means of observations of trainings conducted by the company and interviewing the trainers and the mangers of the organization.

Collecting primary data on psychotherapy and counseling byinterviewing experienced counselors and collecting secondary data from books, magazines and the internet.

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CUSTOMER SERVICE MODULE - IN IMITATION JEWELRY

TABLE OF CONTENTS:1. INTRODUCTION 2. WHAT IS CUSTOMER SERVICE AND WHY IS IT IMPORANT? 3. HOW CAN POOR CUSTOMER SERVICE EFFECT BUSINESS? 4. UNDERSTAND MOMENT OF TRUTH AND SERVICE PROFIT CHAIN 5. EFFECTIVE CUSTOMER SERVICE 6. TYPES OF CUSTOMERS AND MECHANISMS TO HANDLE THEM 7. HINDRANCES IN CUSTOMER SERVICE 8. BENEFITS OF CUSTOMER SERVICE 9. THINGS TO REMEMBER 10. GAMES AND ACTIVITIES

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INTRODUCTION:"A customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so."MOHANDAS KARAMCHAND GANDHI A customer is not just money in the cash register. They are human beings with feelings and deserve to be treated with respect. They are people who come to you with their needs and wants. It is your job to fill them. They deserve the most courteous attention you can give them. The Customer is the business biggest asset. It is he who pays all your salaries, wages and bonuses. The customer will go where he/she receives the best attention. Hence you being the host its your responsibility to make him want to return. There is no profit, no growth, and no jobs without the customer

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Customer classification: Internal customers An individual or a group of people you may interact / serve within the organization. E.g.: IT, Cafeteria, Logistics, HR, Facilities, and Housekeeping

External customers Someone who comes to your organization for products or services the end customer. These customers depend on the timelines, quality, and accuracy of your organizations work.

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WHAT IS CUSTOMER SERVICE AND WHY IS IT IMPORANT?

Good customer service is the lifeblood of any business. You can offer promotions and slash prices to bring in as many new customers as you want, but unless you can get some of those customers to come back, your business wont be profitable for long. Good customer service is all about bringing customers back. And about sending them away happy happy enough to pass positive feedback about your business along to others, who may then try the product or service you offer for themselves and in their turn become repeat customers. If youre a good salesperson, you can sell anything to anyone once. But it will be your approach to customer service that determines whether or not youll ever be able to sell that person anything else. The essence of good customer service is forming a relationship with customers a relationship that that individual customer feels that he would like to pursue. Regardless of whichever industry one is a part of, customer care is of utmost importance. An increasing number of organizations are realizing that with growing competition, new technological innovations and constantly improving services and products, consumers are being pulled in different directions Acquiring new customers is important, but holding on to existing customers is crucial. After all if existing customers are satisfied they will help in acquiring new ones by spreading the news of your outstanding customer services. Take a look at these statistics:

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Repeat customers spend 33% more than new customers Referrals among repeat customers are 107% greater than new customers It costs 6% more to sell something to a prospect than to sell that same thing to a customer

So you can see the need for a consistent and committed customer support service that will nurture and strengthen this bond. Some of the main problems customers have are of unresolved complaints, pricing issues, competitors having better offers, or they just feel you do not care enough. One has to be constantly tuned in to a customer's needs. Determining what they want is an important factor in organizational success. Since the market is in constant flux, one needs a consistent and committed approach in order to gauge and be in touch with the changing whims of a consumer.

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HOW CAN POOR CUSTOMER SERVICE EFFECT BUSINESS?

Customers feel ignored when their complaints go unresolved

Customers lose trust in your company when you dont answer them

Dissatisfied customers share complaints with other potential customers

Both existing and potential customers are lost

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Poor service

69%

13% 9%

9%

Product dissatisfaction Others

Better Prices elsewhere

From the chart we can see majority of the times customers are lost due to poor customer service. Product dissatisfaction, cheaper rates elsewhere etc seldom play a role in losing out on a customer. Hence simply by providing good customer service a lot of customers can be retained as well as a lot many can be attracted.

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Understand Moment of Truth & Service-Profit Chain:Moment of truth: Any point in interaction during which the customer has an opportunity to form an impression (negative or positive) about the company through its services.

When a moment of Truth for a customer has been a negative experience, it becomes a Moment of Misery for the customer.

On the other hand, when the interaction has been extremely positive, it becomes a Moment of Magic for the customer Whenever a customer goes to a store, a counter, through the brochure or the advertisements he makes a mental impression about the brand. In his mind the customer clicks 200 images of the brand. For e.g. if a client goes to an imitation jewelry store and finds the CSAs talking amongst themselves and not paying enough attention to him then the moment of truth is on the negative side. On the contrary if he gets excellent service and value for money for the jewelry that he has purchased then the moment of truth is on the positive side. Thus, it is important for any company to provide both products and service such that there is a positive moment of truth so that customer comes back.

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Service-Profit Chain:

High Revenue/ More profits

Higher Incentives/Bon us to Employees

Higher Sales

Serviceoriented employees

Good Service Satisfied Customers

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EFFECTIVE CUSTOMER SERVICE: Know what your customer wants: How can you meet your customers needs, if you dont know them? To understand your customers needs, just listen to the voice of the customer and take action accordingly. Identify and anticipate needs. Customers don't buy products or services. They buy good feelings and solutions to problems. Most customer needs are emotional rather than logical. The more you know your customers, the better you become at anticipating their needs. Communicate regularly so that you are aware of problems or upcoming needs.

Dont make promises unless you WILL keep them: Trust is one of the most important ingredients of a relationship. Customer service aims at building and maintaining relationships with the customer. In order to do this, one should to stick to ones words. Once a commitment is given to a customer, it should be kept. By keeping promises the genuineness of a brand is guaranteed and customers want to come back. Keeping up promises assures the customers of the reliability and also promotes a good brand image.

For E.g.: If one makes a promise that a piece of jewelry will be polished for free if the polish gets tarnished before a stipulated time then one should stick to his words.

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Listen:

To serve customers better, one must understand their needs better. For this listening to their demands and interpreting them correctly is a must. So the key here is to not just hear but listen to the customers. Also if one doesnt pay heed to the customer then they would feel unwanted and neglected. One can certainly not afford to do this as this can mean on losing on a customer. Also customers would not like to repeat their words or demands. Hence, one is expected to be attentive and an active listener.

Communicate well: According to Anne Morrow Lindbergh, "Good Communication is as stimulating as black coffee, and just as hard to sleep after". Humans communicate constantly both verbally and non-verbally. Both these kinds of communications can get a lot many messages across. Communication can make a difference between being hired and fired. Also it may retain or help in losing out a client.

Maintain a good Tone: You need to speak in an upbeat and positive tone. This enables you to connect with your customers and colleagues and also build long lasting relationships. A lot of negative emotions like anger, sarcasm, impatience, etc also get communicated through your tone, so its important to watch out for it. Your tone should reflect empathy and concern for your customer.

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Have good product knowledge: In order to sell the product, it is very important to have complete product knowledge. One should throw in something extra. The Customer should feel that his questions are being answered even without asking. Good product knowledge and communication skills are the wheels of excellent customer service.

Problem-solving skills: You should be committed and have a sincere desire to solve the problems of your customer. Your ability to ask the right kind of questions will be a key factor in providing an effective solution. You also need to prioritize your time and understand your customers needs and wants. Empathize: Empathy is an important component of customer service from the Heart. Empathy is the ability to put oneself in anothers shoes and walk a mile. Its the ability to imagine what it might be like to experience what the other person is. It is importance to serve the customer in a way that one would like to be served. One should be empathetic towards the clients be it in helping them or providing them with information. Empathy is also essential in dealing with customers who are upset or angry.

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Last but not the least... Let the customer vent his anger, then take mechanisms to sort them:

Be Patient. Customer conversations come in waves. When the customer is at the peak of expressing anger, sorrow or distress, be patient and listen. It is not effective to interrupt the customer when he or she is venting combustible sentiments. Let angry and irate customers vent their anger. You need to allow these customers to vent from beginning to end.

Listen to Emotion without Emotion. Listen effectively about the customers grievance without taking it personally.

Speak Softly. If you encounter a loud and abusive customer, respond by speaking softly and with a very steady tone. If you try to shout over the customer or interrupt, then the customer will concentrate on the verbal battle for attention and will not pay attention to the importance of your message. If you want your message to be heard, wait for a pause in the customer tirade. Silence is your golden cue that it is time to speak your important message in a soft voice. Eventually the customer will have to lower his or her voice to hear what you are saying.

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Reiterate. Make sure that you are addressing the technical, administrative and emotional aspects of the customer concerns. After you have listened carefully to the customer, reiterate the priorities that you believe that you heard from the customer perspective. This will assure that you are focused on the appropriate issues and reassure the customer that you are concentrating on the proper priorities.

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TYPES OF CUSTOMERS AND MECHANISMS TO HANDLE THEM:1. Angry Customer: A slight mistake has made this customer mad. How to handle? Let the customer finish talking. Dont interrupt. Use the pressure cooker method. Be firm and polite else they may not be happy.

2. Demanding Customer: The customer who wants more than you can offer. They are not easily satisfied.

How to handle? Be firm yet polite Be professional Avoid being too docile but not rude

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3. Friendly customer: This type of customer is talkative or business like. He likes to be good and polite. He is warm and hospitable How to handle? Respond to his/her warmth Be friendly too Do not take this customer for granted

4. Passive Customer: This is the kind of customer who listens to you. He is quite meek and extra polite. He will sound apologetic while making a complaint.

How to handle? Listen carefully what they have to say Sound professional and dont brush them aside Gain their confidence

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HINDRANCES IN CUSTOMER SERVICE:Problems in customer service may mainly occur due to the following reasons: 1. Ineffective listening 2. Being impolite or arguing back 3. Inability to answer customer queries due to insufficient product and company knowledge 4. Ineffective communication skills 5. Lack of motivation and sincerity 6. Inability to handle an irate customer 7. Lack of Appreciation / Awareness on how important the Partner/customer is 8. Lack of Inter-functional Co-ordination 9. Personal Ambitions 10.Lack of Clearly Defined Partner/customer Policy or Inadequate communication 11.Inter-functional Rivalry 12.Lack of Teamwork & Related Skills 13.Inadequate Systems & Planning

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Benefits of customer service:To the store:

Loyal Customers Higher Sales Higher Profits Positive feedback

To the CSAs: Satisfaction Appreciation Recognition Better Pay

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THINGS TO REMEMBER:

Smile:

A smile confuses an approaching frown. A person who wears a smile is always more approachable and likable. Again a smile is contagious.

Greet:

The APPROACH or GREETING is the most important step in the selling sequence. It is estimated that 85% of lost sales occur during the first fifteen seconds. Therefore, understanding and practicing effective greetings can improve sales dramatically.

Speak and act sincerely

Enhance your customer's self-esteem

Establish trust by establishing a personal relationship with the customer

Don't judge by appearances

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Speak clearly and at the customer's pace. People hear at the same rate that they speak. You are the customer's "Host" in your "Home." NEVER, NEVER, NEVER ask "May I help you?" This is because this is a close ended question and will generate a response in terms of yes or no. When a yes can take the business ahead but a no will leave no chances for further persuasion.

DRESSING AND GROOMING: One should be well groomed and neatly dressed at work. Also wearing clean clothes and maintaining personal hygiene is mandatory. Smart and tidy sense of dressing appeals everyone.

CUSTOMER IS THE KING: Everybody loves being given priority to. Giving the customers importance and paying adequate attention to them will definitely make them feel special. Make them feel important and you will retain them. Never forget that the customer pays you salary and makes your job possible. So treat him like a king.

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BE POLITE: Good Manners are part of the all important first impression, and people assume you have class and intelligence, not to mention good raising, good family and good sense.

BE READY TO APOLOGISE: Saying sorry is the easiest way of controlling an angry customer. Any matter can be sorted out quickly by accepting the mistakes made and apologizing for it. It conveniently avoids heated arguments. Also rather than making excuses and prolonging the discussion an apology can help to shun a fiery discussion.

TAKE FEEDBACKS POSITIVELY: Feedbacks should always be taken positively. Positive feedback is always easy to accept. However negative feedback should also be accepted sportingly, it shouldnt be taken personally or offensively since by doing this one hinders ones growth.

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GAMES, ROLEPLAYS AND ACTIVITIES:Roleplay1: Handling an angry customer Activity1: Select 2 participants. Person A is a customer who has a complaint that a piece of jewelry got tarnished after a single use. Person B is a CSA. A speaks with B very foully and violently. The CSA gets offended by the boorish customer and gives it back in the same way. The customer further gets heated and the argument goes on. Debrief: An important rule of customer service is to let the angry customer vent. Also the customers comments should be taken professionally and not personally.

Story1: Moment of truth In Disney land when people wait in queues for their turns to get into rides they are made to do so by a wall. The wall has a hole on it with a board underneath which says-There is nothing beyond this. Any person on reading this on an impulse will peep into the hole. As he peeps into the hole he sees a board which says See I told you there is nothing beyond this hole. When a person visits Disneyland all he takes back is the experience and memories. Therefore at Disneyland they make sure that the customer gains a positive wonderful experience at every step thereby creating a positive moment of truth or Moment of Magic.

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Activity 1: Importance of listening and not just hearing. Activity: Call upon 3 volunteers from the class. Say A, B, C. Ask B to take a seat. Both A and C are given 2 different articles to read. They should begin reading at the same time. B is asked to listen carefully to what A is saying since he will be asked a gist of it later. Debrief: B will hear both the speakers simultaneously but will listen carefully to what A reads out. Explain to the class then the difference between listening and hearing. B was listening to what A was saying while B was simply hearing to C.

Video1: To explain angry customer: A scene where Dharmendra is angry and is saying his famous dialogue Chun chun ke marunga

Video2: To explain demanding customer: An advertisement of Max New York Life Insurance -Smart Steps Unit linked child plans will be shown. He parents first ask the toddler to say PAPPAA followed by MAMMAA followed by BANANNA Then the father gets demanding and asks the child to say CZEKOSLOVAKIA Debrief: This video tell how demanding the parents are and similarly how CSAs can face demanding customers and how are they to be handled. Video3: To explain passive customer: The scene from the movie Golmal will be shown. It shows a stern boss and a vey submissive Amol Palekar. The scene will explain passive customers and how to handle them well and with dignity without being rude to them or taking them for granted.43

R.K. WADHAWAN INSTITUTE FOR UNIVERSAL LEARNING (RKWIUL):R. K. Wadhawan Institute for Universal Learning (RKWIUL), part of Wadhawan Enterprise, was set up in 2003 with a vision to provide world class learning opportunities, nurture & groom talent across the country and improve employability. The learning opportunities are carefully designed with emphasis on application of knowledge as we learn by focusing on 3Cs of ones life Cradle, College and Career. Wadhawan Institute has already tied up with international organizations such as Porter Henry, Business Training Solutions, COT etc., for bringing in world class Vocational Corporate Training Programs in the areas of business and soft skills across junior, middle and senior management levels. The programs are delivered across industries such as Retail, Finance, and Hospitality. Wadhawan Institute is at the early stages of setting up K-12 schools and a Business school with international alliances. Wadhawan Institute brings in academicians/professionals who have deep understanding and wide experience in the subjects that they train. The team has more than 100 person years of teaching/working experience behind them.

TRAINING APPROACH:At RKWIUL the training is 20% Concept Based and 80% based on Activity, Interactive, Participative & Experiential Learning. Also the approach to trainings consists of : Training Needs Analyses Specific Customer Practices Customized Training Programs Modular Programs

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THE TRAINERS OF RKWIUL: RKWIUL has a network of trainers across India. Their seasoned facilitators have years of industry and training experience. The trainers are continuously evaluated and upgraded on various training tools for enhanced training effectiveness. TIE-UPS: RKWIUL has entered into tie-ups with renowned international training solution providers. Their most well-known partners are: 1. Porter Henry [Sales Trainings] 2. Business Training Solutions (BTS) [Corporate Trainings] 3. Corporate OUTDOOR Training (COT)[Outbound Training] PROJECTS DONE WITH R. K. WADHAWAN OF UNIVERSAL LEARNING: Two projects were done with RKWIUL in terms of training and development. They were as follows: 1. Assisting in BUSINESS WRITING TRAININGS for the executives at Tata Telecom. 2. Assisting in STRESS MANAGEMENT TRAINING for executives at Tata Telecom. Here assistance was provided in terms of both content development as well as execution of trainings i.e. delivery.

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PSYCHOTHERAPY &COUNSELING:Psychotherapy or personal counseling with a psychotherapist is an intentional interpersonal relationship used by trained psychotherapists to aid a client or patient in problems of living. It aims to increase the individual's sense of their own well-being. Psychotherapists employ a range of techniques based on experiential relationship building, dialogue, communication and behavior change and that are designed to improve the mental health of a client or patient, or to improve group relationships (such as in a family). Psychotherapy may also be performed by practitioners with a number of different qualifications, including psychiatrists, marriage and family therapists, occupational therapists, licensed clinical social workers, counselors, psychiatric nurses, psychoanalysts, and psychologists. Most forms of psychotherapy use spoken conversation. Some also use various other forms of communication such as the written word, artwork, drama, narrative story or music. Psychotherapy occurs within a structured encounter between a trained therapist and client(s). Therapy is generally employed in response to a variety of specific or non-specific manifestations of clinically diagnosable and/or existential crises. Treatment of everyday problems is more often referred to as counseling (a distinction originally adopted by Carl Rogers). However, the term counseling is sometimes used interchangeably with "psychotherapy".

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STEPS FOLLOWED IN THE COUNSELING AND PSYCHOTHERAPY PROCESS: A counseling session is generally is a 50 minutes session wherein the counselor and the counselee select a place of choice depending on their personal comfort. Next, the counselee talks on whatever he/she feels like and the counselor listens intently. The counselor focuses primarily on understanding: A. The problem on the counselee B. The predominant actors/people involved in the counselees life C. The history of the counselee Again, there are different theories that a counselor uses. They may be Sigmund Freuds theories, Eric Ericsons theory, etc. The process of counseling is as follows: 1. ESTABLISH: a safe, trusting environment 2. CLARIFY: Help the person put their concern into words. 3. ACTIVE LISTENING: find out the client's agenda a. paraphrase, summarize, reflect, interpret b. focus on feelings, not events 4. TRANSFORM problem statements into GOAL statements. 5. EXPLORE possible approaches to goal 6. HELP person choose one way towards goal 7. DEVELOP A PLAN (may involve several steps) 8. NEVER give the client any advice. Work it out with the client.

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9. EVALUATE PROGRESS 10. Get FEEDBACK and confirmation

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REFERENCES: http://en.wikipedia.org/wiki/Psychotherapy http://www.wadhawaninstitute.com/ http://traininganddevelopment.naukrihub.com/ http://en.wikipedia.org/wiki/Training_and_development http://managementhelp.org/trng_dev/basics/reasons.htm http://www.businessballs.com/traindev.htm http://www.blonnet.com/manager/2006/10/09/stories/2006100900 771000.htm

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