TRAINING ON BEHAVIOUR AND ATTITUDE CHANGE Target Group: Group C employees of TELECOM SECTOR NAME Total Employees: 1800 Period: September 2004 – 2005 OBJECTIVE To keep pace with the changing environment and cope with challenges • Change in Technology • Change in Market Situation • Arrival of New Competitors • Need for Service • Customer’s Interest and Needs • Social Needs AREAS OF SKILL DEVELOPMENT • Courteous behavior with superiors, subordinates, and customers • Cleanliness at work place and dress ethics • Time management • Image building and role identification • Effective communication • Dealing with customers • Team work • Stress management • Meditation • Quality workmanship • Technical training PARTICIPANT PROFILE • Wide age group: 25 to 58 years • Education gap: some not even 5th pass. Some graduates • Class gap: Scheduled tribes to forward class. • Participants resisted mixing amongst themselves • Union leader resisting change • Staff accustomed to monopoly and bureaucratic atmosphere unwilling to change and accept changes • Participants unwilling to accept trainers THE CHALLENGE • Ignorance about changing situation and atmosphere • Ignorance about government policies and changes within organization • Ignorance about commercial and technical details of products • Misconception about competition and customer requirements • Frustration against management • Lack of motivation • Typical adult behavior: poor concentration, slow on uptake, resistance to change, beset with personal problems PARTICIPANTS MINDSET TO TRAINING Typical Reactions • I have served this organization for 50 years. Why does the management suddenly feel that my behavior needs to change? • We have more than 90% market share (misconception). Why is the management worried? • Are we children that we should learn to change our behavior, attitude and personality? • Are we children that you are making us play childish games? • I have just 1‐2 years of service left. Why does the management want to re‐condition me? • Lack of motivation FINAL OBSERVATION & TERMINAL BEHAVIOUR Participants Change in Behaviour • Participants began to respect the Management that offered them this training course. They began to respect faculties and their skills • They began to enjoy the child games and fun training • They began to get friendly with each other and break the class and level barrier • The transformation in them was dramatic participants’ Feedback at Valedictory Function • I have come to this programme and made so many new friends I kept postponing coming to this programme. I realize now that it was a mistake • I will tell my colleagues who are postponing to participate in this program, to immediately come for this programme, before TELECOM SECTOR NAME stops this programme • Everyday my children ask me what I learnt and I tell them in detail. I have even begun to practice the lessons at home • I wish that TELECOM SECTOR NAME organizes a refresher course for us every year • I have enjoyed all the 6 days so much. I know there is so much still to learn. I wish TELECOM SECTOR NAME makes this a two week program • I feel so revitalized. I feel my life has changed. When I join duty tomorrow, I will be a changed person • I wish TELECOM SECTOR NAME had organized this programme much earlier in my life • I realize now how ignorant I was earlier