Consignment Booking ASSISATANT

ConsignmentBookingAssistant
Facilitator Guide
Sector
Logistics
Sub-Sector
Consignment
LandTransportation Booking
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ReferenceID: : LSC/Q1120, Version1.0

NSQFLevel: 3
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FacilitatorGuide
Publishedby
ConfederationofIndianIndustry-InstituteofLogistics
UnitE,10thFloor
IITMadras ResearchPark
KanagamRoad Taramani,
Chennai600113. Email:
[email protected] Website:
www.ciilogistics.com
All RightsReserved,
FirstEdition,April2016
Copyright © 2016 LogisticsSector Skill

Council LogisticsSectorSkillCouncil
ContactDetails:
Address:Unit'E'10thfloor,IITMadrasResearchPark,
KanagamRoad,Taramani,
Chennai - 600113 Email:
[email protected]
Phone: +91-44-42928903
Disclaimer
TheinformationcontainedhereinhasbeenobtainedfromsourcesreliabletoLogisticsSectorSkillCouncil.
Logistics Sector Skill Council disclaims all warranties to the accuracy, completeness or adequacyof such
information.LogisticsSectorSkillCouncilshallhavenoliabilityforerrors,omissions,orinadequacies,inthe
information contained herein, or for interpretations thereof. Every effort has been made to trace the
ownersof thecopyrightmaterialincludedinthebook.Thepublisherswouldbegratefulfor anyomissions
broughttotheir noticefor acknowledgementsin futureeditionsof thebook. Noentity in LogisticsSector
Skill Council shall be responsible for any loss whatsoever, sustained by any person who relies on this
material.Thematerialinthispublication
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Skillingisbuilding abetter India.

If wehaveto moveIndia towards
developmentthen SkillDevelopment
should be our mission.
Shri Narendra Modi

Prime Minister of India
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FacilitatorGuide
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Acknowledgements
We thank the following organizations for endorsing the contents of this Facilitation Guide, thus
contributing towards skilling based on the Qualification Pack (QP) and National Occupational
Standards(NOSs).
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FacilitatorGuide
About thisGuide
ThisFacilitatorGuideisdesignedto enabletraining for the ConsignorBookingAssistantQualification
Pack (QP). It provides facilitators with the necessary knowledge relating to major topics in Land
Transportation.
Thebook elaborates howfacilitators interact with the participants and train them by understanding
theirneedsandexplainingallthekeyconceptspertainingtothejobroles.Alsoithelpsthefacilitatorto
completeallthetopicstotheparticipantsintimelyfashion.
This handbook also provides the latest information on current advancements in technology and its
impactontheindustry.Manymoduleshavebeenrevisedtocapturethediversity,variedperspectives,
andcurrentspiritofLandTransportation.
KeyLearningObjectivesforthespecificNOSmarkthebeginningoftheUnit/sforthatNOS.Thesymbols
usedinthisbookaredescribedbelow.
SymbolsUsed
!
Steps Time Tips Notes Objectives Do
Ask Explain Elaborate FieldVisit Practical Lab
Demonstrate Exercise TeamActivity FacilitationNotes LearningOutcomes Say

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Resources Activity Summary RolePlay Example
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TableofContents
S.No Modules andUnits PageNo
1. Introduction 1
Unit 1.1 – IcebreakerandIntroduction to SupplyChainManagement 3
Unit 1.2 - Aboutthe Course 5
Unit 1.3 - Importanceof Warehousein Supply Chain 6
Unit 1.4 - RolesandResponsibilities of aConsignmentBookingExecutive 8
2. Documents andits Requirements (LSC/N1117) 11
Unit 2.1 - Different typesof Documents Required During Transportation 13
3. Preparefor Booking (LSC/N1117) 23
Unit 3.1 - Activities involvedin ConsignmentBooking Unit 25
3.2 - Exposure to RelatedDocuments andInformation Unit 27
3.3 - Inspecting the StatusandPrioritization of Work Unit 29
3.4 - PrepareComputerandBookingSystem 30
Unit 3.5 - KnowledgeandUnderstandingof Company'sSafetyPolicies andProcedures 34
Unit 3.6 - EscalationMatrix forReporting 36
4. Perform ConsignmentBooking(LSC/N1118) 45
Unit 4.1 - ReceiveCustomerOrders andArrangeTransportation 47
5. Safety,Security,Health andother Soft Skills (LSC/N1128)
57
Unit 5.1 - Update SystemInformation
59
Unit 5.2 - Reporting
62
6. Safety,Security,Health andother Soft Skills 67
Unit 6.1 - SafetyInstructions to befollowed in Workplace
69
Unit 6.2 - VehicleSafetyProcedures
73
Unit 6.3 - Skillsto Develop
78
7. Employability&EntrepreneurshipSkills
87
Unit 7.1 – Personal Strengths &ValueSystems
90
Unit 7.2 – Digital Literacy:ARecap
121
Unit 7.3 – MoneyMatters
131
Unit 7.4 – Preparing for Employment &Self Employment
149
Unit 7.5 – UnderstandingEntrepreneurship
165
Unit 7.6 – Preparing to beanEntrepreneur
189
8. Annexures
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AnnexureI: Training Delivery Plan

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AnnexureII: AssessmentCriteria
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1.Introduction
Unit 1.1 – IcebreakerandIntroduction to SupplyChain
Management
Unit 1.2 - Aboutthe Course
Unit 1.3 - Importanceof Warehousein Supply Chain
Unit 1.4 - RolesandResponsibilitiesof aConsignmentBooking
Executive
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FacilitatorGuide
KeyLearningOutcomes
Attheendofthismodule,youwillbeableto:
1. DiscussSupplyChainandLogisticManagement
2. ExplainthedifferenttypesofInventoryanditsimportance
3. DiscussWarehousingindustryandjobopportunitiesinit
4. DefineyourjobrolesandresponsibilitiesasaConsignmentbookingAssistant
5. Explainthevariousoperationsinwarehouseandtheirimportanceintheeffectivelogistics
6. IdentifytheExpectationsfromaConsignmentbookingExecutiveinhis/herjobrole
7. Describethevariousfunctions/ operationsofthewarehouse
8. Definetheinboundandoutboundactivities
9. Explainthemajoractivitiesthatareperformedinsideawarehouse
10. GetaclarityonthemainrolesofConsignmentbookingAssistant.
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UNIT1.1:Icebreaker
UnitObjectives
Atthe endof thisunit, youwill beableto:
1. Introduce eachother
2. Buildrapport withfellowstudentsand thetrainer
3. Createlearningenvironmentbetter
4· Relaxandinteractwithfellowstudentsmorequickly
Resourcesto beUsed
• Availableobjectssuchasaduster,pen, notebook etc.
• Teachingboard
• Ballor anyweightlessobject topass
Do
• Makethe studentsstandin acircle,closeenough to the personeachside of themthat they canpass
the parcelquickly.
• Say'Stop' whenthe whenstudentsleastexpectit. Theperson whohasthe parcel atthat timeshould
getout.
• Thosewhogetout should introduce themselvesby providing their namesandalittle additional
information suchasfavorite hobbies,likes,dislikesetc.
• Thewinner of the gameshould standandintroduce himself/herself atthe endof thegame.
• Continuewithrestof the participants till becomelastone
• Finishthe taskby clapping andaskthem to sitnextto onewhomthey do not knowbefore
Say
• Thankthe studentsfor theirparticipation.
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FacilitatorGuide
Notesfor Facilitation
• Youcould askthe studentswhogetout during the gameto bethe musickeepers.Theycanstart and
stopthemusicasthegameprogresses.
• Encourageshystudentstoprovideinformationaboutthemselvesbypromptingthemwithquestions
suchas'whatdoyouenjoydoingthemost','whatisyourfavoritemovieorbook'etc.
• Motivatestudentsbystatingthattheyaregoingtoachievesomethingbigintheirlife
• Promote all the studentsin amuchpositivenote anddo not allowanybody to shareanynegative
stories.
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UNIT1.2 : About theCourse
UnitObjectives
Attheendofthisunit,studentswillbeableto:
1. Provideabasicideaofwhattheyaregoingtolearnduringthetrainingperiod.
2. Talkabouttheirexpectationsandtakeawayafterthecoursecompletion
3. Thinkabouttheircareerprogression
4. Evaluatetheircalendarandlearningplan
• Youcouldaskthestudentsabouttheexpectationsfromthecourse.
• Invitestudentstoparticipate.Listtheexpectationsonthewhiteboard.
• Givethestudentsabriefoverviewofwhatallwillbecoveredintheprogram.
• Provideinformationonwhataretheygoingtolearnduringthetrainingperiod.
• Supplythetimescheduleaboutthelearningtheyaregoingtocaterperiodically
• Informaboutthedisciplinetobefollowedintheclass,timingstheyhavetomaintain
• Shareimportantdates,planofvisits,assessments,labs,practicalclassesandexplainthecalendarin
detailaswhenandwhatisplanned.
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FacilitatorGuide
UNIT1.3: Importance of Warehouse in Supply Chain
UnitObjectives
1. DiscussaboutvariousInventorytypesanditsimportance
2. ExplaintheimportanceofaWarehouseinmanagingSupplyChain
3. Describethevariousactivitiescarriedinsideawarehouse
4. Explainthesignificanceofpoliciesandprocedures
Say
• ThedefinitionofSupplyChainandLogisticsManagement
• Thedefinitionof SupplyChainandLogisticsManagementThemovementof goodsfromsupplierto
themanufacturertothecustomeriscalledasthesupplychainflow(usethediagramforreference
Fig1.1)
• 3 basic flows of Supply Chain management- Product flow / Service Flow, Information Flow,
Finance/MoneyFlow
• Anexampleof averysimplesupplychainforasingleproduct,whererawmaterialisprocuredfrom
suppliers, transformed into finished goods in a single step, and then transported to distribution
centers, and ultimately, customers. Example –Pen, where suppliers are plastic molding supplier
(shell,cap,topandbottomlid), inksupplier,steelsupplier(nib andball). Manufacturerassembles
thepeninrightconditionandquality.Customerisyouandme.
Explain
• What isInventory?
• DifferenttypesofInventory
• Howafinaltwowheelerisassembledwithvariousinventorytypes
• Theactivitiescarriedinsideawarehouse
Ask
• AskthestudentswhybookingaConsignmentisimportant 100
• AskthestudentswhattheyunderstandfromConsignmentbooking 95
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• YoucouldaskthestudentswhattheyknowabouttheWarehouseindustryinIndia.
• Askstudentsabout,whatistheirideaaboutWarehouseactivities
• Givestudentssometimeto thinkabout howthe Warehouse industry haschangedin the lastten
years.
• SetthecontextandaskthemtodescribetheindustrytrendsinWarehouseindustry.
• IdentifytheknowledgeofstudentsonthevarioustypesofWarehouseoperations.
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FacilitatorGuide
UNIT1.4: RolesandResponsibilities of aConsignment

BookingAssistant
UnitObjectives
1. DescribetherolesandresponsibilityofaConsignmentbookingAssistant
2. ExplainvariousworkaConsignmentBookingAssistantwillcarryinsideawarehouse/industry
Ask
• AskthestudentswhybookingaConsignmentisimportant
• AskthestudentswhattheyunderstandfromConsignmentbooking
Say
• AConsignmentisanarrangementinwhichgoodsareleftinthepossessionofanotherpartytosell.It
may be of any product such as cloths, accessories, books, automotive products, e-commerce
products,perishablegoodsetc.
• A Consignor or Carrier is a person or company that sells or transports goods for any person or
companyandthatisresponsibleforanypossiblelossofthegoodsduringtransport.
• AConsigneeisapersonbuysgoodsfromapersonoracompany
• ItdoesnotmeanthataConsignorsentashipmentwillalwaysdelivertotheconsigneeontime,infull
quantityasshippedandaguaranteeddelivery.
• Thismeansthatifashipmentgoesmissinginatransityouhavenoideaastowhereitisandproofof
postingmeansjustthatitdoesnotmeanguaranteeddelivery.
• Manypeopledonotrealizethisandthinkthatthereparcelorashipmentwillgettoitsdestination
safelyandindeedthemajorityofthetimeitdoes,howeverifyourparcelislatearrivingataclient,it
canthenbecriticaltoyourbusinesstofindoutwheretheparcelactuallyis.
• Failingtobeabletodothiscouldloseyouaclientveryeasily,particularlyifitneverturnsup– being
abletoclaimthecostofyourparcelbackcouldbeinconsequential.
• Thisiswhereaconsignmentbookingexecutive'sroleplaysacrucialpart.
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Explain
ThemainrolesofaConsignmentbookingexecutiveare
• Consolidationofeachconsignmentfromdifferentcustomersandplanthetruckplan
• Routeplanonitsorigintoitsdestination
• Co-ordinatewithShipperCompanyengagedinpackingandshippingmerchandise
• Determinethetransittimeandplanaccordingly
• Enterdataintodatabase
• Keeprecordsofallgoodsshipped,received,andstored
• Ensuretimelyclosureofallorders
• Obtain/ generateshipmentnumberandrecorddata
• Notifyconsignees/ consumerofthearrivalofthepackageandarrangefordelivery
• YoucouldaskthestudentswhattheyknowabouttheConsignmentbookingandhowitisdone
• Asksomestudentstosharetheirexperienceonbookingashipmentintheirpersonallife
• Askthemsharethedetailsthattheywillgetduringbookingaconsignment
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FacilitatorGuide
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2. Documentsandits
Requirements
Unit 2.1 - Different typesof DocumentsRequiredDuring Transportation
Unit 2.2 - Typesof DocumentsUsedDuringExports
Unit 2.3 - DocumentsRequiredDuring Interstate TransferandGeneral
ParametersonTax
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KeyLearningOutcomes
Atthe endof thismodule, studentswill beableto:

1. Understand the varioustypesof documents
2. Describeeachdocumentand its requirements
3. Distinguishdocumentsrequired for exportswithotherdocuments
4. Keyout documentsusedfor interstatemovementof goods
5. Explainthe importance ofdocuments
6. Identify aswhichdocumentto beusedatwhatneeds
7. Educatethe Documentsrequirementatcheckpostsandduringinspection
8. Distinguishthe different documentsusedduringexports
9. Understand the taxparameters
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UNIT2.1: Different typesof DocumentsRequired

duringTransportation
UnitObjectives
1. Learnaboutthevariousdocuments
2. Understandasatwhatcircumstanceswhichdocumentstobeused
3. Identifywhichdocumenttobeproducedduringeachstages
Say
1. What isaDocument?
• Adocument isawritten, printed, recordedor electronicmeansof information that actsasan
evidencetoserveasanofficialrecord.
2. Whyisadocumentrequired?
• Documentsarefoolproof evidence,whichactsasasourceof information in order tojustify any
statement.Inlegalcasesorduringdisputes,documentsactasaproofofvalidation.
3. Whoinspectsthe document?
• RTOCheckpost:Documentsrelatedtothetruck,Permits,Roadtax,Loadrequirements.
• PoliceCheckpost:Drivingoffenses,Maintainingtrafficsafety,Law,andorder.
4. Othersthosewhoareofficiallyendorsedtocheckfordocumentsofanytruckwithgoodsare
• CheckingbyFlyingSquadsofanyagency
• Movementofessentialcommodities
• Miscellaneous checksby respectiveauthorities
Ask
• Whatarethetypesofdocumentsthat,theparticipantshavehandled
• Askthemthevarioustypesofdocumentstheyhavehandledortheyhavecomeacross.
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Elaborate
• CommercialInvoice
• PerformaInvoice
• LST/ CSTForms
• TINSeries
• Permit/Waybill
• Entry taxforms
• OctroiForms
• TransitPass
• PackingList
• FitnessCertificate
• Insurance
Explain
• Thetypeofdocumentsusedinexportsandimports
• Documentsrequiredduringinterstatetransfer
Activity
• Showthestudentsdifferenttypesofdocumentsavailable
• Askthestudentstogothrougheachdocumentandexplaintheirunderstanding
• Explainthe
• Learnaboutcoding,labeling,referencenumberandbarcodes
• Inspectonthevariouslabeling,itssignsandsymbols
• Correspondwiththepincodesystem
• Explainashowtohandlepackages
• Identifythepackagingaccessoriesandmethodofpacking
• Fillthedetailsonanairwaybillnumber
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Do
• Welcomethe studentsandgreetthem. Revisethe learningswhatthey hadin their previous session.
Checkif they haveanydoubts.
Resources
• Acopyofblankairwaybill/courierslip
• Computer,projector
• DifferenttypesofLabels
• Packagingaccessories
• Cartonbox
• Anyhandlingdevices(ifavailable)trolleys,cages,conveyoretc
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FacilitatorGuide
2.1.1: Understandingson anAirwaybill
Elaborate
• Thestudentsashowtofillthedetailsinthecourierslip
• Thedosanddon'tswhilepackaging
• Differenttypesoflabels
• Youcouldaskthestudentsaswhatshouldbefilledineachcolumn
• Invitestudentstoanswereachcolumn
• Increasetheawarenessofthestudentsinunderstandingbyexplainingthepurposeofeachcolumn
• Givebriefoverviewaswhataretheessentialdetails,tobefilledmandatory
Explain
• Thestudentsashowtofilltheairwaybill/ courierslip
Ask
• Whereistheairwaybillnumber?
• Whereshouldweenterthecustomeraddress?
• Whereshouldweenterthesendersaddress?
• Whereshouldthecustomersign?
• Whereshouldtheweightofpackagetobementioned?
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2.1.2: Understandingon Courier Tracking
Resources
• Computer
• Projector
• Internetconnection
• LiveAirwaybillnumber
Say
• It important to understand the couriertrackingandunderstandashowitworks
• Customers,nowadayscantracktheir parcellive, including location.
Practical
• Logintothecourierwebsite,entertheairwaybilldetailsandtrack
• Conveythestudentsashowtotrackthecourier
• Askthestudentstodothesame
Explain
• Eachstepshowninthedetailedtrackingsummary
• Thelengthofjourney,timetakenforthecouriertopickupandreachthecustomer
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FacilitatorGuide
2.1.3: Understandingon Packagingand labelling
Say
• Packagingplaysanimportant role in courierindustryindirectly
• Without noticing the label, moving aparcelmayleadto bigerrors
• Thereareuniversalsignsonlabels
• Packagingisanart by whichwehandle the itemsinside the parcel, undamaged andin safe
conditiontill it reachesthecustomer
• Multiple handlingisdone in betweenandhenceproper packagingandlabelling playsavery
important to handle safe.
Ask
• Thestudentsto thinkabout asituation, whenthey arecarryingapackagewhichgotlooseendsandall
theparcelinsidefellsdownandbroken.
• Whoisresponsibleforthebrokenitems?
• Consider if the labelismarkedupsidedownandhandlingthe parcelopposite, causesdamagesto the
itemsinside.Nowinthissituation,whosefaultisit?
Activity
• Arrangealistoflabelsacrossthetableandaskthestudentstomatchthefollowing
• Arrangethe list of packingaccessoriesandaskstudentsto identify whichtype of packingmaterial
goeswithwhatkindofmaterials.
Demonstrate
• Packingabox
• Atwhichpartoftheboxthelabelsaretobeattached
Explain 100
• Differentlabels 95
• Whatisprohibitedgoods,itslabelsanditsmeaning 75
• Thecheckstobemadeafterpacking,toconfirmthepackingisgood.
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2.1.4: Understandingonhandling
Explain
• Whyweneed handlingequipment's?
• Thereasonaswhyshouldwecarrythepackageinanorderlyfashion
Say
• Handlingequipment's arethose,whichhelp usto lift or movethe packageseasily
•· Manual, semi-automatedandfully automated equipment's areusedin the warehousesto handle
goodshandling
• Handlingpackagesshould bein right movement, elsein fewmonths, backpain andother health
relatedissuesmayarise.
Demonstrate
• Thestepsinmanualhandling,stepwise,asexplainedintheparticipanthandbookandasreference
imagebelow
• Placeapackageinfrontandexplainashowtolift,withoutaffectingthebackbone.
• Demonstratetomakeunderstandthatthestudentsmakesurethattheloadishandledonthearms
andlegsandpressurenotonthebones
Becauseoftheorthopedicpainsandtoavoidthepressureonbones,therehasbeenasystematicwayto
handlegoods.Handlingofmaterialsshouldbetakencare.Liftheavyobjectssafely.
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a)Raise bag b)Put one c) Pull bag up d) Rest bag on edge e) Stand upright
upright knee against the leg of your other leg
bag
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FacilitatorGuide
ReducePackageweightandSize
Activity
• Askfewstudentsto perform lifting of aboxfrom ground andplacebackto another location on the
ground
• Monitorthebodymovementashowtheyliftandhandle.
Summarize
• Summarizeashowtofillairwaybilldetails
• Summarizewhatispackaging,itsaccessoriesanddifferentlabels
• Sumuptheprocessofhandlingandliftingabox
• Sumupthedifferenttypesofhandlingequipment's
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Notes
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FacilitatorGuide
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3. PrepareforBooking
Unit 3.1 - Activitiesinvolved in ConsignmentBooking Unit
3.2 - Exposureto RelatedDocumentsandInformation Unit
3.3 - Inspectingthe StatusandPrioritization of Work Unit
3.4 - Prepare ComputerandBookingSystem
Unit 3.5 - KnowledgeandUnderstanding of Company'sSafety
PoliciesandProcedures
Unit 3.6 - EscalationMatrix forReporting
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FacilitatorGuide
KeyLearningOutcomes
Atthe endof thismodule youwill beableto:

1. Explainthe importance of BookingaConsignment
2. Detailedexplanationof ConsignmentBookingsystemsand relateddocuments
3. Demonstratehowto priorities bookingandinspectionprocedures
4. Getknowledgeon different typesof goods transported
5. Recognizethe usageof Computersand other relatedsystemsin Consignmentbooking
6. Explainthe recordsand security procedureto befollowedin Bookingaconsignment
7. Narratethe common problemsandsolutions for consignment booking
8. Demonstrate the procedurefor reporting structurein the organization
9. Getto knowthe variousdocumentsinvolvedin theprocess
10. Recognizetheinterpretation of Lorryreceiptsandpointstobenotedinthat
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UNIT3.1: Activitiesinvolvedin ConsignmentBooking
UnitObjectives
1. ExplainwhataConsignmentis
2. Importance of Consignmentbookingin managingSupplyChain
3. Describeabout the importance of Consignmentnote
Explain
• Thenecessarydocumentsanddetailsrequiredfortrackingaconsignment
• Explainwhatisavehicle reporting list andfrom whomaconsignmenttrackingexecutivemight
receivethelist
• Whatistheuseofa'Trucknumber'and'LR-LorryReceipt'numberinconsignmenttracking
Elaborate
• ALorryreceiptisaformusedwhenalorryfull of goodsarereceivedfromthesupplier.Theseforms
are usually used when any product/goods travel a long way in Lorries (trucks) to reach the
destination/ supplier. Thesereceipts also carry the details of the goods sent by alorry and their
insurance details so that if it lose, the supplier company canclaim from the insurance company.
Theseformsaresignedbybothbuyerandsupplier.
• SomeoftheotherdetailsintheLorryReceiptchallanare;
• Thefreightamount,plusanyotherchargestobepaid
• Whetherthefreightispaidortobepaidortobebilled
• Whethertheconsignmentisconsignedtotheconsigneeorselves
• Whethertheconsignmentisinsuredbytheownerortransporter
• Whether the cargoisfor door delivery or to beclearedby the consigneefrom the transporter's
warehouse
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FacilitatorGuide
Fig 3.1 - Lorry Receipt
• VAT-ValueAddedTax
• TIN-Taxpayers'Identification Number
• CST-CentralSalesTax
• LST-LocalSalesTax
Ask
• WhatarethedetailsincorporatedintheLR-LorryReceipts
• WhoisaConsignor
• WhoisaConsignee
• WhereonecanfindthedeliveryaddressintheLorryReceipt
• Howcanwefind,inwhichvehicletheconsignmentiscoming
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UNIT3.2: Checkingout for Challengesin TransportingConsignment
UnitObjectives
1. Getto knowvariouschallengesrelated totransportation
2. Explainthe overallpicture of the freight transport industry
3. Recognizethe importance of alternate or contingencyplanning
4. Explainthe importance of stayingin connection withthedriver
Say
• Truckandroad freight transportation contributes to morethan 70%of the total goods
transporteddomestically acrossIndia.
• Someof the keychallengesfacedby the freight transport industry areshortageof driverswhich
forcesasingledriver to drive the vehicle for morethan 2000to 2500kilometers without any
proper restandfocus. Consideringthe socialresponsibility andthe caretaketowardsthe need
for rest to the driver, leadsto ahugedelay in transportingtheconsignment
• Environmentalissuesarealsoequallyconsideredparameter for the delaysin consignments.
• Natural calamitieslikeflood, cyclones,rainfall, earthquake etcwill causeahugechallengein
transportingthe goods.
• Trafficcongestions are alsoamajorchallengefor the freight industry. Consideringthe growing
economyand number of trucksoperating in the industry makestraffic congestionsin the national
highways.
• It isthe responsibility of aConsignmenttrackingexecutiveto gather prior information on any
challengesandenvironmental issuesandit isthe responsibility of the trackingexecutiveto
communicateto the freight transportation companyor to the driversto makeawareof the
situations in order to tacklethem.
Explain
• Someofthechallengesthatonemightfaceintransportingaconsignment
• Howtocheckdetailsandtrackwherethedelayisforaconsignment
• Howto inform the truckdriversand the managementabout anypredicted challengesto avoid
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FacilitatorGuide
• Youcould askthe students to share some of the recent environmental issues like heavy rains in
particularregion,floods,cyclonewhichtheyheardthatcausemajortransportationchallenges
• Ask the students to come up with a list of natural climatic disasters in past 2years that causes
transportation disruptions (example: Chennai flood in 2015, Gujarat protest in 2015, Banglore
Cauverywaterissuein2016,Chandigarh-Haryanariotin2015etc
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UNIT3.3: InspectingtheStatusandPrioritization of Work
UnitObjectives
1. Recognizethe importance of statuschecking
2. Getto knowthe art ofprioritizing
3. Explainthe importance of statuscheckingandprioritizing in on-time delivery and consignment
tracking
Explain
• Howtocheckthestatusoftheconsignmentwiththehelpofprovidedtrackingdetails
• Howto getinformation from the previous shift trackingexecutiveregardingthe statusof the
incomingtrucks
• Howtoupdatetheconsignmenttrackingstatusreportforcommunicationchain.
Demonstrate
• Howtocreateaconsignmentstatusreportwiththehelpofallthenecessarydetails
• Howto prioritize the workin termsof truckallocation for loadingandunloadingbasedon the
Urgencies
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FacilitatorGuide
UNIT3.4: PrepareComputerandTrackingSystem
UnitObjectives
1. Recognizethe importance of computer systemsintracking
2. Getto knowvarioustrackingsystemavailablefor consignmenttracking
3. Explainthe importance of required stationary andother detailsfor trackingaconsignment
Say
• Computerisanimportanttoolusedbytheconsignmenttracking'executivefortrackingandtracing
productsandservices.Theindividualinthispositionmustbeabletounderstandthebasicworking
ofacomputersystem,itstechnicaldetails,operationsandcontrolsforanefficientwork.
• Avehicle tracking systemusesthe automatic vehicle location in individual vehicles with software
that collects these truck data for a comprehensive picture of vehicle locations. Modern vehicle
trackingsystemscommonlyuseGPS– GlobalPositioningSystemtechnologyforlocatingthevehicle.
VehicleinformationcanbeviewedonelectronicmapsviatheInternetorspecializedsoftware.
• Thestatusof thetruckmovement,parkingdetailscanbeviewedusingthetrackingsoftwareinthe
computersystembytheconsignmenttrackingexecutiveforinformationupdates
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Fig 3.4 - GPS trackingSystem
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Explain
• Howtomakereadythecomputerandothertrackingsystemfordaysoperations
• WhatistheGPStrackingsystemandhowitworks
• Theoutputsof the trackingdeviceand howto collectandrecordinformation from the tracking
devices
• Theimportantstationaryrequirementsforaconsignmenttrackingexecutive
• Theimportance of having the completecontactdetailsof the transporters,truckdrivers, freight
bookingagentsetcforaconsignmenttrackingexecutive
Lab
• Givepracticaleducationtostudentsfortrackingashipment
• GivepracticaldemonstrationtothestudentsforaGPStrackingsystem
• YoucouldshowsomevideosforaGPStrackingsystem
• AskthestudentstosharesomeoftheirexperienceofusingaGPSsystemintheirdaytodaylife
• Youcould makeuseof asimpleGPStrackingsystemin the mobilephone andthe journey origin
destinationaddressandshowtheoutputtothestudents
• TheabovecanalsodepictedusingGoogle mapsandsharethe output to the studentswithvarious
details
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FacilitatorGuide
UNIT3.4.1: ExposuretoDocument
UnitObjectives
1. Explainthedifferenttypesofdocumentsused
2. BriefabouttheusageandimportanceofBilloflading
3. Recognizeandinterpretcommercialinvoice,packinglistandweightlist
4. Gettoknowtheimportanceofcertificateoforigin
5. Explaintheimportanceofinsuranceandotherdocumentslikecourierdeliveryslip,roadwaybill,postal
deliveryslip,Airwaybilletc
Explain
• Explainthe studentsabout the different typesof documentsusedby a consignmenttracking
executive
• WhatisaBillofLadinganditsimportance
• WhatisanAirwaybill
• WhatisaCommercialInvoice
• What isaPackinglist
• WhatisaCertificateofOrigin
• WhatisanInsurancedocument
• WhatisaCourierdeliveryslip
• WhatisaPOD– ProofOfDeliverydocument
Say
• Abill ofladingisalegaldocumentbetweentheshipperof goodsandthecarrierdetailingthetype,
quantity and destination of the goods being carried. The bill of lading also serves asareceipt of
shipment when the goods are delivered at the predetermined destination. This document must
accompany the shipped goods, no matter the form of transportation, and must be signed by an
authorizedrepresentativefromthecarrier,shipperandreceiver.
• Acommercialinvoiceisadocumentthatspecifiesatransactionbetweenabuyerandaseller. 100
• Ifgoodsorserviceswerepurchasedoncredit,theinvoiceusuallyspecifiesthetermsofthedeal,and 95
provideinformationontheavailablemethodsof payment.Aninvoiceisalsoknownasabill orsales
invoice. 75
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• Apackinglistisadocumentthatincludesdetailsaboutthecontentsof apackage.Thepackinglistis
intendedtolettransportagencies,governmentauthoritiesandcustomersknowthecontentsofthe
package.Thesedetailshelpeachofthesepartieshandlethepackageaccordingly.
• ACertificateof Origin (CO)isanimportant international trade documentattestingthat goodsin a
particular export shipment are wholly obtained, produced, manufactured or processed in a
particularcountry.COsalsoconstituteadeclarationbytheexporter.
Demonstrate
• DemonstratethestudentshowaBillofLadinglookslikeandshowthemsomesampleBillof
• LadingoraTransportedbillanddiscussvariousdetailscontainedinit.
• ACommercialinvoiceandexplorethedetailsinit
• AsamplePackinglistanddiscussthedetailsinit
• Demonstratehowthecollecteddocumentswillbeusedbyaconsignmenttrackingexecutivetotrack
aconsignment
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FacilitatorGuide
UNIT3.5: KnowledgeandUnderstanding Company’sSafety

PoliciesandProcedures
UnitObjectives
1. Enhanceknowledgeaboutthevarioussafetypolicies
2. Explainthevariousproceduresfollowedinthewarehouse
3. Describetheimportanceofvariousoperationsperformedinsidethewarehouse
4. Recognizethevariousrisksinvolvedwhendeviatedfromtheprocedure
5. Getclarityonsimpleviolationsintheprocedureandthereasonsforthat
6. Getanideaaboutineffectiveworkinstructions
7. ExplainthedosanddontsaboutPPE
8. Gettoknowaboutthesafetyandsecurityprocedurestobefollowed
9. Describetheworkplacerelatedsafetyissuesthathe/shehastofollow
10. Getclarityon safetypoliciesrelatedto Forklift, Loading/unloading bay,Usageof LaddersandFire
evacuation
Say
• Thereareseveralhealthandsafetyissuestobeconcernedwithif youareworkingin awarehouse
andeachmemberinawarehouseshouldbewelltrainedandawareofthemaintopicscoveredinthis
area.
• Someof the commonhealth and safety area whichrequires attentions are Fire safety, Hazardous
substances,Manualhandling,Stafftrainingetc.
• The employees working in a logistics company or a warehouse should be well aware of the
emergencycontactdetailsforquickdecisionmakingandapproachincaseof anyaccidentsormajor
challenges
• Increasetheawarenessofthestudentsinunderstandingtheriskandsafetyparameters
• Standards are essential for understanding the current status of a process, for supporting
continuous improvementsandmeasuringimprovements.
• Itisnotmandatorytostandardizetheworkbuttheexpectedinputs,proceduresandoutputsmust
alsobedocumentedindetail.
100
• The documentation should be so clear than an outsider should be able to step into the process,
understand the processand soon operate asfully functioning team member, makingappropriate 95
contributionstotheprocess.
75
• ThemostimportantprocessesinawarehouseoperationsaredocumentedwiththehelpofStandard
OperatingProcedureanditisreviewedcontinuouslyforfurtherimprovements
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Explain
• Explain the studentsthe importance of fire andsafetytrainings in a logisticscompanyor a
warehouse
• Explainthestudentswhatareimportanceofwearingahardhathelmetsandotherrequire
• PPE– PersonalProtectiveEquipmentwhilecarryingoutawarehouseoperations
• Theimportance of the evacuationplan andthe necessaryprocedures to befollowedon during
emergencytime
• Thelistofpointstocheckwhilereceivingandacceptingaconsignment
• TheimportanceofWorkinstructionsgivenbytheorganization
Demonstrate
• Do'sandDont'sinfollowingWorkinstructionswithsuitablepicturesandtables
Elaborate
• Takeawalkthrough in anymulti-national shop and observe the actions being taken to servethe
customer.Rarelywillyouseesomeonewithanopenworkinstructionbookreadingabouthowhisor
herparticulartaskistobecompleted.Thevastmajorityof shopemployeesknowwhatit takesto
ensure that a high-quality product arrives at the customer's dock on time. They have been
instructedinspecifictasks,andtheyfollowthoseinstructions.
• Sowhatisthepurposeof documentedworkinstructions?Besideshavingthemavailablefor audit
review,whydosuchdocumentsexist?Workinstructionsaredevelopedtoguideworkersinfourkey
qualityareas:training,reference,problemsolvingandcontinuousimprovement.
• EachoftheseareascanbedirectlyrelatedtotheDemingCycle,acyclethatidentifiesfundamental
qualityplanningas“Plan-Do-Check-Act.”Itisimportanttoestablish(plan)theinstructionsthatyour
people must execute. The references must then be effectively implemented (do) so they are
accessible to personnel. Documentation must be verified (check) so the instructions assist your
problem-solvingmethodology.Finally,itisimportanttouse(act)whathasbeendefinedinorderto
continuouslyimprove.
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FacilitatorGuide
UNIT3.6 : EscalationMatrixforReporting
UnitObjectives
1. Gettoknowaboutthereportingstructure
2. Explainthevariouschannelsofcommunication
3. Realizetheescalationmatrixintheorganizationstructure
4. Explaintherightwayofescalatingthingstotherightpersoninthestructure
Explain
• Explainthe importance of updating information acrossthe communicationchainandthe necessary
impactofdeviating it.
• Explainthe studentsthe processreporting to the immediate supervisor or managementabout the
statusoftheconsignmenttrackingprocess
• Thechallengesthat anindividual workingasaconsignmenttrackingexecutivewouldcomeacrossin
trackingoperations
Say
• Thereareseveralreasonsforaconsignmenttogetdelayedandsomeofthemareasfollows;
• Reasonsfor truck/freightdelays
• Shortageinquantity received
• Transitdamageduringreceiving
• Product mismatchetc
Demonstrate
• Ask a student to act as a Consignment tracking executive and another student as a Warehouse
supervisoranddemonstratethe processof escalatingthe challengesor problemidentified during
thetrackingoperationandhowtorectifytheproblem.
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UNIT3.6.1 : BasicTransitRulesandRegulations
UnitObjectives
1. ExplainabouttheinfrastructurechallengesrelatedtofreightmovementbyRoad
2. Brieftheregulationsbehindthemovementofhazardousmaterials
3. Describetheimportantpointstobenoteddownbyaconsignor
4. Getclarifiedontheresponsibilitiesofatransportownerandadriver
Say
• TheCentralMotorVehiclerulesstatesthebasicsafetycodesandsafetyrequirementstobefollowed
intransportationofanymaterialsthroughroadtransportation
• Theprofessionalworkingasaconsignmenttrackingexecutiveneedstohaveanin-depthknowledge
of theproductorcommoditythatisbeingtransportedandshouldadheretothelawsasdictatedby
thelocalandnationalauthorities
• Presentlythereare177interstatecheckpostsand268tollbarriersonnationalhighwaysacrossIndia.
Explain
• ThebasictransitrulesfortransportinggoodsbetweenvariousstatesinIndia
• Themandatorydocumentsrequirednecessaryforaninterstatetransport
• Thenecessarychecklistorstepstobecarriedoutinacheckpostbeforepassingthegoods
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FacilitatorGuide
Elaborate
• Everygoodscarriagecarryingdangerousorhazardousgoodsshalldisplayadistinctmarkoftheclass
labelappropriatetothetypeofdangerousorhazardousgoods,Everypackagecontainingdangerous
or hazardous goodsshall display the distinct classlabels appropriate to the type of dangerous or
hazardousgoods,Inthecaseof packagescontaininggoodswhichrepresentmorethanonehazard,
such packages shall display distinct labels to indicate the hazards, Every goods carriage carrying
goodsofdangerousorhazardousnatureshallbefittedwithatechno-graph,aninstrumenttorecord
thelapseofrunningtimeofthemotorvehicle;timespeedmaintained,accelerationanddeclaration
etc.,andasparkarrester.
• Thegoodscarriagehasavalidregistrationtocarrythehazardousgoods,thevehicleisequippedwith
necessaryFirst-aid,Safetyequipmentandantidotesasmaybenecessary.Thetransporterorowner
of thegoodscarriagehasfull andadequateinformationaboutthedangerousor hazardousgoods
beingtransported.Thedriverof thegoodscarriageistrainedinhandlingthedangersposedduring
transport of suchgoods. Everyconsignorshall supplyto the ownerof the goodscarriagefull and
adequate information about the dangerous or hazardous goods, being transported asto enable
suchowneranditsdriver.
• Itshallbetheresponsibilityoftheownerortransportertoensurethefollowing,Thegoodscarriage
hasvalidregistrationandpermitandissafeforthetransportationofthesaidgoods.
• TheVehicleisequippedwithnecessaryFirst-Aid,Safetyequipment,tool boxandantidotesasmay
benecessarytocontainanyaccident.
• Itistheresponsibilityofthedrivertokeepallinformationprovidedtohiminwritingi.e.,intheform
TREMCARD(TransportEmergencyCard).Thisistobekeptinthedriverscabinandisavailableatall
timeswhilehazardousmaterialrelatedtoitisbeingtransported.
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UNIT3.6.2 : DetailedUnderstandingof theTrackingSystems
UnitObjectives
1. Detailapprehensionaboutthetrackingsystem
2. ExplainthedifferencesbetweenManualtrackingandautomatedtracking
3. RealizetheeaseandcomfortableinusingGPStracking
Lab
• GivepracticaldemonstrationtoaManualtrackingsystem– Thiscouldbedemonstratedwithahelp
of aconsignmenttrackingnumberorderedthroughane-commercewebsite(sayFlipkart,Amazon,
Snapdealetc.)andthecontactdetailsoftheexecutivewhowillbedeliveringtheproduct.Youcould
givethecontacttoastudentandaskthemtogetthestatusofthedelivery/ shipmentandrecordthe
detailsupdatedbytheexecutive.
• GivepracticaldemonstrationtotheGPStrackingsystem
• Demonstratehowto trackatruckor afleet usingthe GPStrackingsystemand howto observe the
detailsfromthesystem.
Exercise
• GiveassignmentAskthe studentscollectvarioustrackingsystemavailablewithitsadvantageand
disadvantage
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FacilitatorGuide
UNIT3.6.2 : Natureof ProductsTransported
UnitObjectives
1. Getclarifiedaboutthedifferenttypesofgoodsandtheirclassification
2. Recognizethevarioustypesofdangerousgoodsthataretransported
3. Explainappropriatehandlinginstructionstothetypeofthegoods.
Say
• Thetransportationofproductsthroughtrucksfollowinglegalregulationinvolvesacarefulstudyand
considerationofmanyfactorslike;
• Perishability:Productswhichareperishableinnaturearedistributedbyemployingashorterchannel
ofdistributionsothatgoodscouldbedeliveredtotheconsumerswithoutdelay.Delayindistribution
oftheseproductswilldeterioratetheirquality.
• Size and weight of product: Bulky and heavy products like coal and food grains etc. are directly
distributedtotheusersinvolveheavytransportationcosts.Inordertominimizethesecostsashort
anddirectdistributionchannelissuitable.
• Standardization: Productsof standardsizeandquality usuallytakelonger timebyadoptinglonger
channelofdistribution.Forexample,machinetoolsandautomobileproductswhichareofstandard
sizereachtheconsumerthroughthewholesalersandretailers.Un-standardizedarticlestakelesser
timeandpassthroughshorterchannelsofdistribution.
• TechnicalNature of Products: Industrial products which are highly technical in nature are usually
distributed directly to the industrial users and take lesser time and adopt shorter channel of
distribution.Inthiscaseaftersalesserviceandtechnicaladviceisprovidedbythemanufacturerto
theconsumers.Ontheotherhand,consumerproductsof technicalnatureareusuallysoldthrough
wholesalersandretailers.Inthismannerlongerchannelof distributionisemployedfor theirsales.
After salesservices are provided by the wholesalers and retailers. Examplesof suchproducts are
televisions,scooters,refrigerators,etc.
Explain
• ThebasictransitrulesfortransportinggoodsbetweenvariousstatesinIndia
• Themandatorydocumentsrequirednecessaryforaninterstatetransport
• Thenecessarychecklistorstepstobecarriedoutinacheckpostbeforepassingthegoods
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Elaborate
• Thedifferenttypesofmaterialclassificationgivenbasedontheirnatureofgoodstransported
Explosives: This class contains articles,

preparations, and substances such as
ammunition, TNT, dynamite, nitrourea,
fireworks
Gases: This class contains compressed

gases, liquefied gases, refrigerated
liquefied gases, compressed gases, which
when packed for transport, are dissolved
intoasolvent.
Flammable gases: This category includes

those gases that at normal pressure and
temperature, as a mixture of 13% or less
withair,canignitefromasourceoffiresuch
asaspark.
Flammable liquids: Aflammableliquid has

the ability to give of, at normal tempe-
ratures, vapors which are flammable (e.g.,
benzene, kerosene, toluene, propanol and
variousorganicsolventsusedinpesticides).
Substa ncesl i abl e to sponta neous

combustion: Linseed oil (used in paints),
copra,oily cottonwaste,carbonandwhite
phosphorus are examples of substances
which can ignite spontaneously when in
contactwithair.
Toxic substances: Substances in this class

are liable either to causedeath or serious 100
injury,ortobeharmfulwhenswallowedor 95
inhaledorbyskincontact.Toxicsubstances
canbegases,solidsorliquids. 75
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FacilitatorGuide
Exercise
• Whatdoesthissymboltellyou?
TeamActivity
• Asateamof4or5teammembers,askthemtotrackareal-timeconsignmentonvariouswebsitesor
on ecommercewebpagesandmakeapresentation
Summarize
• Summarizethetrackingsystemandhowitworks
• Summarizethe trackinganalysis
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Notes
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FacilitatorGuide
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4. PerformConsignmentBooking
Unit 4.1 - ReceiveCustomerOrders andArrangeTransportation
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FacilitatorGuide
KeyLearningOutcomes
Atthe endof thismodule the studentswill beable to:

1. Discussthe bookingprocess
2. Explainashowto consolidate ordersreceived
3. Distinguishvariousloads andconsolidate loads
4. Find the availabilityof trucks
5. Negotiate for prices
6. Conveyto customerson availability or drop intrucks
7. Identify ashowto markupcost
8. Explainaswhento raisebookinginvoice
9. Explainthe stepsatthe customerplace
10. Identify the checksthat areto beperformed atthecustomerlocation
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UNIT4.1: ReceiveCustomerOrdersandArrangeTransportation
UnitObjectives
Atthe endof thisunit, studentswill beableto:
1. Explainthe typesof ordersreceived
2. Describethe loadingarrangements
3. Identifyashowtofinalize priceandconstraintstobelookedfor beforefinalizing
4. Evaluateand confirm the bookingprocess
Steps
Steps:In Performing ConsignmentBooking
STEP1: CollectCustomerorders STEP2:CheckLoadingarrangements
STEP3: Determinethe truckto be used STEP4:Crosscheckrates 100
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FacilitatorGuide
STEP5: ContactTransport Companies STEP6:ArrangeEconomicaltransportafter

receivingquotations
STEP7: Confirm withCustomer STEP7: PrintInvoices
STEP7: Reporting onnon-availability &Drop

orders
Elaborate
• Eachofthestepsthattheconsignmentbookingexecutivehastodo
100
• Theprocess,thathastobecarriedoutineachofthesteps.
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Demonstrate
• Howtocheckforlowestprices?
• Callfewtransport providersor couriercompaniesandcheckthe ratesfor movingashipment from
LocationAtoB
Explain
• Theprocessofcollectingcustomerordersandhowtoretrievefromthesystem
• Whatisloadingarrangement?
• HowtoPlantheloadingarrangementanddecidevehicletype?
• Thevarioustypesofcustomers
Ask
• Thedifferenttypesoftrucks
• Ashowwilltheyadeicideatrucktype
100
• Whichtruckwilltheypreferfor500bagsofCement? 95
• Whichtruckwilltheypreferfor5fridgestomove50kmdistance? 75
• WhichtruckwilltheyuseforCarmovementof500kms?
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FacilitatorGuide
Resourcesto beUsed
• Computer
• Internet
• Mobilephone
Activity
• Callatransportcompanyandaskforaquote
• Callacouriercompanyandaskforprice
• Emailatransportcompanyorcourierforquote
• Lookforpricesintransportcompanieswebsites
Explain
ProcessforhandlingLossandDamages
• Why isdeadlineimportant?
• Whatarethemodestocontactthetransportcompanies?
• Howtodecidewhichtransportcompaniestodecideandfinalize?
• Whatisdependabilityofatransportcompany?
Demonstrate
• Calculatemarkup%
• Howtocalculatetheprofitandmarginonaquotationreceivedprice
• Howtofinalizethefinalcost
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Explain
• Whyisitimportanttogetanacknowledgementfromthecustomer?
• What isnegotiation
• Thatthenegotiationshouldbeawin-winstrategyforboththecustomerandfortheorganization.
• Thelongtermassociationneeds
• Thevolumebasedbusinessadvantagesconsiderationduringnegotiation
• Thatthe offersanddiscountsto beannounced to retain the customerandto getthe hold of the
customer
• Aswhataretheothervalueaddedservicesthatshallbeprovided
• Youshallaskthestudentsashowilltheybegintheconversationwithanewperson
• Youshallaskthemashowwilltheygetpreparedfortheconversation
• Youshallask,whatwill they do if they stuckwithapoint and if they do not remember somedata
during thetalk
Say
• Theconversationshouldbemorepositiveandmoodshouldbekepthighduringtheconversation
• Donotborethelistenerbysayingrepetitivethingsorbyjumpingaroundtheconversationwithouta
flow
• Alwaysmaintainaflowintheconversation
• Alwaystalkabout thesuccessstories
• Listentocustomerandunderstandhisrequirements
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FacilitatorGuide
Elaborate
• Theprocessoflistening
• Onceaftertheexplanationorafterthepresentation,checkwiththeclientaswhethertheyhaveany
queries
• Thecustomerwillmorepositivelyaskthequestionspertainingtosimilarbusinessrelevanttoclients
andprocess,itsefficiency.
• Allowthecustomertoexplaintheirconsensus.
• If acustomerseeks,someinformation to whichyou haveno idea, kindly explainto the customer
that, you will makeanote of this question andyou will discusswith your superiors andwill reply
them.Informthemaparticulartimelimitwithinwhichtheyshallreceivetheanswer.
• Makeanoteofallthethingsthecustomersaysandshouldbeabletorecalltheminutesofmeeting.
RolePlay
• Askthe studentsto perform anacton callingthe customer,their mannerismandhowdo they start
theconversation
• Correctthestudentsduringtheconversationondo'sanddon'ts
Steps
Steps:In Performing ConsignmentBooking
STEP 1: Checkfor all roadpermitpapersare STEP 2:Coordinate a time with customer and
available withTransport companies arrange pick up by the transport
companies
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STEP3: Inspectconsignment for numberof STEP4:Any discrepancy,try to resolve

packages
STEP 5: Fill Lorry receipt and share 1 to STEP6: Addto accountthe modeofpayment
Customer, 1 to truck driver and 3 to vingquotations
thedepartment
STEP7: Move on to nextcustomers
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FacilitatorGuide
Explain
• Thestepsincoordinatingthetransportcompanies
• Thechecksthathastobeperformedbythebookingexecutivebefore,whileandduringloading
• Thecoordinationthathastobedonebyconsignmentbookingexecutive.
• Howto handlePayments
• WhenwillyoureceivethepaymentsfromthecustomerandInvoicetoberaised?
• Whatarethemodesofpaymentshallbereceived
Exercise
1. Whatisconsolidationoforders?
2. whatarethemeansofreceivingorders?
3. Inwhatmeansofcommunicationwillyoutounderstandthetruckavailability?
4. What isnegotiation?
5. Afterconfirmationfromcustomeronprice,whatisthenextstep?
6. Whatispricemarkup?
7. Howwouldyoudecideatrucksizebasedondifferenttypesofgoodsofdifferentcustomers?
8. Roleplaytoperformnegotiationtaskoncheckingpricesandavailabilityoftrucks
Summarize
• Summarizetheprocessofperformingtheconsignmentbooking
• Summarizeashowtodeterminethetruck
• Sumupthestepsinnegotiatingandidentifyingrates.
• Summarizequotationscomparisonandfinalizerates
• Summarizeashowtoaddprofitandmargin
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Notes
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FacilitatorGuide
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5. Perform Post Booking

Activities
Unit 5.1 - UpdateSystemInformation
Unit 5.2 - Reporting
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FacilitatorGuide
KeyLearningOutcomes

1. Verifythe systeminformation andthe actualordersprocessed
2. Evaluatethe orders andprocess billing
3. Explainon trackingprocess
4. ExplainLRcopiesandimportance
5. Narratethe typesof reportsthat areto besharedwiththe manager
6. Explainashowto addressthe issuesfacedon the day
7. Discoverthe reportsto beproduced
8. Evaluateaswhatkindsof marketdatatobecollected
9. Establishaswhyto understand the competitors marketvalue
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UNIT5.1: UpdateSystemInformation
UnitObjectives
1. Verifythe systeminformation andthe actualordersprocessed
2. Evaluatethe orders andprocess billing
3. Explainon trackingprocess
4. ExplainLRcopiesandimportance
Elaborate
• Verifyingandcrosscheckingprocess
Activity
• Sharewithstudentswithlistofsheetsforordersprocessedandcomputerinformationsheet.
• BelowistheComputerInformationsheet(Sample)
Date Booking #of Customer From To
ID Boxes details Location Location
• BelowistheactualorderprocessedCopiesformat(Sample)
Date Transporter From Pickup Destination Number Statusof Authorized
details Location Tim Address of Consignment &Verified
e & Boxes Signatory
Dat load
e ed
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FacilitatorGuide
Explain
• Ashowto crossverify
• Easiestwaytocrossverifywithinsmalltime
• Whatifthereisanychangesbetweentheactualandlisted?
• Whatarethedetailstobetakencarewhileupdating?
Say
• ifthereisanychangesbetweentheinformation,kindlyupdateinthesystem.
• Updatethe systemwiththe existingdetailsof eachorder and withrespectiveto the LRnumber.Also
updateifanychangesthataretobeupdated.
Explain
• Howtomakereadythecomputerandothertrackingsystemfordaysoperations
• WhatistheGPStrackingsystemandhowitworks
• Theoutputs of the trackingdeviceand howto collectandrecordinformation from the tracking
devices
• Theimportantstationaryrequirementsforaconsignmenttrackingexecutive
• Theimportance of having the completecontactdetailsof the transporters,truckdrivers, freight
bookingagentsetcforaconsignmenttrackingexecutive.
Lab
• Givepracticaleducationtostudentsfortrackingashipment
• GivepracticaldemonstrationtothestudentsforaGPStrackingsystem
• YoucouldshowsomevideosforaGPStrackingsystem
• AskthestudentstosharesomeoftheirexperienceofusingaGPSsystemintheirdaytodaylife
• Youcould makeuseof asimpleGPStrackingsystemin the mobilephone andthe journey origin and 100
destinationaddressandshowtheoutputtothestudents
95
• TheabovecanalsodepictedusingGooglemapsandsharethe output to the studentswithvarious

details
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Fig 5.1 - GPS TrackingSystem
Explain
• Whenshouldweraiseaninvoice?
• Whatarethesupportingdocumentstobecheckedandtobeplacedbeforeinvoicing
• Whatifthecustomercallsandchecksforqueryonaparticularinvoiceandhowtovalidateit?
• WhyisitimportanttokeeparecordofLorryReceipts(LRCopy)
Activity
• Perform anactivity to explain ashowthe customerwill post aquery againstthe invoice andhowto
handle apastdata.
Tips
!
• Theexplanationshould beprovided withapriceconfirmationemailof the customer,alsothe

shipmentsentreferencenumberandtheLRreceiptofthetransporter.
Activity
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95
1. Performaroleplayforasatisfiedclientandanunsatisfiedclientresponses andhowdothestudents
makeanote ofit 75
2. Askstudentstogroupdiscussonthisconversationandtodevelopstrategiesashowtoovercomethe
issues.
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FacilitatorGuide
UNIT5.2:Reporting
UnitObjectives
1. Understand the typesof reports that areto besharedwiththe manager
2. Explainashowto addressthe issuesfacedon the day
3. Discoverthe reportsto beproduced
4. Evaluateaswhatkindsof marketdatatobecollected
Explain
• Howtoupdateconsignmentinformationinthesystem
• Howtoreporttomanagement
• Howtomaintainanderaseconfidentialdatausedduringtrackingaconsignment
• Howtosavealldata,safelylogoffandswitchoffthecomputer.
• Howtodisposeanyunnecessarydocumentsorpapers.
• Howtocleanuptheworkareaforshifthandover
Exercise
Prepare areporton
• Thedelaysinpickup
• Missed Pickup
• Cancelledorders
• DelayedOrders
• Completedorders
• Issuesduringnegotiation
• Issuesfacedduringhandlingclient/Transportcompany
• Situationsfacedwhilebookingcustomerorders
• Plandeliveriesfornextday,whichweremissedfortheday 100
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• Itisalwaysgoodtokeepthemanagernotifiedaboutthesituationandprogressoforders.Itiswiseto
consideritasabackupsourceofinformation
• Thereisariskinvolvedin failingeveryactionandhencegetto understandtheseverityof therisk.
Certain failures would be facing severe risk and disruption would cause the stoppage of line or
productionstoppage.
• Asconsignment booking assistant, the risk will be in terms of legal compliance. This maylead to
judicialimpactsof turningit to beacaseregistered.Thiswillnot onlyspoilthebusinessdelaybut
alsowillcauseanimpressionuponthecustomersandmaycreateatotalfailureofthebusiness.
• Asetof instructionswouldbepre-defined tohandleeachkindof riskandstandardproceduresto
handleissueswillbemadeavailablebytheorganizationsgenerally.Thedocumentationassistance
shouldlearntheproceduresandworkinstructionstoavoidrisk.
• Atanypointofrisk,theinformationshouldbepassedontotheseniormanagement.
Demonstrate
• Ashowto preparereports
• AshowtoprepareareportinExcelandshowthemasachart
• Thedifferentreportsthatwillbepreparedcouldbe
1. MarketPriceforFullTruckLoad
2. MarketPriceforLessthanTruckLoad
3. Number ofcancellations
4. Customerportfolio(onordersgiven,orderscancelled,Volumeoforders)
5. ReportsonOrders
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FacilitatorGuide
Explain
• Thecommonproblem that will befacedduring transport will belossanddamages.Thelossmay
happen because of poor packing, poor material handling during loading and unloading, theft or
misplacing.
• Damageswillalsobebyimproperhandlingofmaterialsduringtransit.
• Everyorganizationhasaprocedureinhandlingthelossanddamagesduringinboundandoutbound.
• Understandtheorganizationpolicybywhichyouhavetoproceedinhandlingtheissues.
• Duringloading,countthequantityandvisuallyinspectthedamagesandmakeanoteofit.
• Communicatetothesupervisoraboutthedamagesandloss.
• Reportreasonsandinvestigatethe reasonfor damage.Follow organizational procedures in sorting
out theissues.
• Reportand communicateto the managerin chargeandto the management immediately.Keepa
trackandhistoryofissues.
RolePlay
• Howtodealwithsupervisor,whoisverybusy
• Reportingtosupervisorondaysactivityathisdesk
• Whatallpointswillthestudentshare
• Sharethefeedbackoftheday
Summarize
• Explainthestepstobefollowedontheupdatingthesysteminformation
• What inspectionare yousupposed to do whilecross verifying order processedand system
information
• Whatarethereportsthataretobesubmittedtothesupervisor
• Sumupthe reportingprocesswithmanagerandreportstobeprepared
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Notes
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FacilitatorGuide
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6. Safety, Security, Health

and other Soft Skills
Unit 6.1 - SafetyInstructionsto befollowed in Workplace
Unit 6.2 - VehicleSafetyProcedures
Unit 6.3 - SkillstoDevelop
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FacilitatorGuide
KeyLearningOutcomes

1. Identify the safety procedures
2. Explainthe driversafety
3. Gainknowledgeon skillsto bedeveloped
4. Learnthe procedures for Evacuation in workenvironment
5. Describethe safetyrequirementsin the workenvironment
6. Gainknowledgeon vehicle parking procedures
7. Evaluatethe safetyrequirements
8. Identify the skillsthat areto bedevelopedfor safeoperations
9. Discoverthe importance of road signsandrules
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UNIT6.1: SafetyInstructionsto beFollowedin Workplace
UnitObjectives
1. Explainhealthand safetystandards
2. Describestandard operating procedures for safety
3. Identify safeoperating procedures during the process
Explain
Thesafetyaidsanditsuses
SafetyGoggles SafetyHelmets
SafetyEarPlugs ReflectiveJackets
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95
75
SafetyHandGloves FirstAidBox&SafetyRing
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FacilitatorGuide
Fig6.1- FireExtinguisher Fig6.2 -SafetyMask
Fig6.3 - Personal ProtectiveEquipment's
• PPEthatshouldbeprovidedtotheHUBstaffsuchas:
• Gloves
• SafetyShoes
• BodyBackSupport
• FacemaskEtc
• MotorcyclePersonalProtectiveEquipment(PPE)Requirement
• PPEthatshouldbeprovidedtothemotorbikedeliverystaffare:
• Helmetwithclearvisor(CertifiedbyISI)
• CoveredShoes 100
• Reflectivevest 95
• LongSleeve/ArmCover 75
• LongPants
• Facemask(optional) 25
0
70
Fig6.4 - Twowheeler DriverPPE's
• Lorry Drivers &AttendantsRequirement

• PPEthatshouldbeprovidedtothemotorbikedeliverystaffare:
• SafetyShoes
• Reflectivevest
• BodyBackSupport(Loadandunloadprocess)
• FaceMask(fordusty condition)
100
95
Fig6.5-TruckDriverPPE's
75
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FacilitatorGuide
Say
Avaliddriver'slicenseshouldbemaintainedandshouldbeupdated.Reportunsafeconditionsif found
any during loading, unloading or during transit or during storage of packages. Companies follow
standard operating procedure (SOP) for each of the processes. If in casethere is an emergency or a
situation arises, follow the SOPto solve the issue. Everyorganization hasaplan of action in terms of
occurrenceofanykindofevent.So,planandworkaccordinglybasedontheplan.
Ask
• WhatarethePPE'srequiredforamotorcycledriver
• WhatarethePPE'srequiredforavan/ truckdriver
• Whenshouldonewearsafetyhelmets?
• Whileworkinginawarehousewhereloadsarestackedabovehead
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UNIT6.2: VehicleSafetyProcedures
UnitObjectives
1. Describevehicle safetyprocedures
2. Explainparkinginstructions ofvehicles
3. Describepackageprotectionresponsibility
Say
•What arethe VehicleDailyChecksto beperformed Aspertheorganizationrequirements,thevehicle
checksdiffers,butthemacroobservationswillinclude
• Vehiclefaultrecordingandreporting;
• Safety,maintenanceandinspectionplans;
• Safetyinspection,maintenanceandrepairfacilities;
• Maintenancerecord;
• Trainingandeducationformaintenanceandsafetyinspection;
• Driver license;and
• Vehiclecleanliness.
Explain
• Consideringtheloadsafetyisveryessentialintermsofloadingthepackages
• Novehicle should beloaded beyonditsratedcapacityor beyond the legal limit of grossweightfor
thatvehicle.
• Thedriver isresponsiblefor ensuringthe loadissecureandshould giveinstructions on positioning
ofloadstolifttruckdrivers.
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FacilitatorGuide
Fig6.6-Correctwayandwrongwayofloading
Fig6.7- NomobilePhonewhileDriving
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Fig6.8 - FollowTraffic Rules
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Fig6.9- ParkonlyatParkingSpaces
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75
Fig6.10- ImproperParkingmayleadtofine
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FacilitatorGuide
• Security
Packagesmaycarrythe sensitive information of anorganization or anindividual and, therefore,
protectingthepackagesisaprimeresponsibility.
• DonotshareloginidandPasswordofemailofsoftwareapplications
• Donotkeepthepackagesunattended
• Donothandoverpackagestounauthorizedpeople
• Handleallpackageswithutmostcareinfrontofyou
Elaborate
Thetypesofriskthatshallhappenduringthetransport
• Traffic
• Verification/inspectionbyPoliceorgovernmentofficials
• Breakdownofvehicle
• Flood
• Otherdelays
Explain
• Thesafetydrivingprocedures
• DO'sandDon'tswhiledriving
• Vehicleinspectionprocess
• Checklisttobeviewedbeforecommencingthevehicle
• Precautionstobenotedbeforestartingthevehicle
• Stepson Accidentreporting
• ThesituationsofEmergencyresponseplan
• Accidents
• Delays
• Spillageofgoods 100
• Theft fromvehicle 95
• Damagetogoodsexternally 75
• Damageduetorain/ flood/ fire

• Hazardindicatorsfromgoods
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Activity
• Placetraffic sign boards andaskthe participants to explain the symbols,itsmeaningand
understanding.
Say
Theoffencesrelatedtotrafficandviolationsincludethefollowingbutnotlimitedto:
• Exceedingimposedspeedlimit;
• Causingdeathbyrecklessordangerousdriving;
• Recklessanddangerousdriving;
• Carelessandinconsideratedrivingwhichincludesinattentivedriving;
• Drivingundertheinfluenceofalcoholordrugs;
• Drivingwhenheisawareofhisdiseaseordisability;
• Obstructingtheroadwiththevehiclewhichincludesparkinginprohibitedarea;
• Drivingthevehiclewithouttheregisteredowner'sconsent;and
• Notstoppingwhenbeinginvolvedinanaccident.
Explain
• Securityissuesandrelatedriskinnotmaintainingthesecurityofdocuments
• Theimpactofnotmaintainingthesecurityofthedeliveryitems/ documents/keyinformation
Say
Theoffencesrelatedtotrafficandviolationsincludethefollowingbutnotlimitedto:
• DonotshareloginidandPasswordofemailofsoftwareapplications
• Donotkeepthepackagesunattended
• Donothandoverpackagestounauthorizedpeople
• Handleallpackageswithutmostcareinfrontofyou 100
• Sharingofinformationtoanyunknownresourceswillleadtolegalconsequences.
95
• Donotshareanyconfidentialinformationwillleadtoimprisonment
75
• Inform studentsthat they represent the organization and anyinformation againstthe organization
shouldnotbesharedanytime.
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FacilitatorGuide
UNIT6.3: SkillstoDevelop
UnitObjectives
1. Explainthe skillsrequired for aprofessional
2. Enhanceproblemsolvingskills
3. Initiate criticalthinking skills
4. Improvecommunicationskills
5. Learncomputerskills
Say
• Tobemoreproductive,itisessentialtoplanandmanagetime
• Planningandorganizationmakeefficientuseofyourtimeattheofficebykeepingyoufocusedfrom
beginningtocompletionofaproject.
• An organizational plan also facilitates collaboration and information sharing with other team
memberswhoplayaroleinthecompletionoftheactivities.
• Whatisplanning?Actionplanningisaprocesswhichhelpsyoutofocusyourideasanddecideonthe
stepsyouneedtotakeinordertoachieveaparticulargoal.Planningisvitalatalllevelsinthework
place.Youneedtoplanyourowntasksandtime.
Explain
• What isattitude?
Anattitude canbedefined asapositiveor negativeevaluation of people, objects,event, activities,
ideas,orjustaboutanythinginyourenvironment.
• Howcanpositiveattitude bring harmony in workatmosphere? Attitudedeterminesyour
productivity.Morepositiveyouare,moreproductiveyouwillbe.
Notesfor Facilitation 100
• Askthestudentsaswhatistimemanagement? 95
• WhatisProblemsolving? 75
• Whatistheirideaabouthandlingpressuresituationsaswhatwilltheydo?
25
0
78
Say
• Waystobemoreproductive?
• HelpPeople
• AvoidComplaining
• Keephighenergy
• Buildteamworks
• Determineconfidence
• Solveproblems
• Donotreacttoemotions,makegooddecisions
• Whatis“Time Management?”
“Time management”refersto the waythat youorganize andplanhowlong youspendon specific
activities.
• Carryyourscheduleallthetime
• Planyourdayandstartyourday
• Scheduleactivitieswithoutinterruptions
• Blockdistractionsandgetdisconnectedfromdistractions
• Example-Facebook,whatsappetc
Explain
• Problemsolving
• Afundamental part of your role isfinding waysto solvethem. So,beingaconfidentproblem
solverisreallyimportanttoyoursuccess
Therearefourbasicstepsinsolvingaproblem:
• Definingtheproblem.
• Generatingalternatives
• Evaluatingand selectingalternatives
• Implementingsolutions
• AnalyticalSkills
• Thinkandfindideasstepbystep
• Breakdownanyissuesintosimplersetofissues 100
• Startthinkinginmultiplewaysandfindalternatereasons
95
• DecisionMaking
75
• Youhavemultiplechoicesbeforeyoudecide
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FacilitatorGuide
• Soselectingtherightoneisachallenge
• Thinkaboutthepositiveandnegativeimpactsbeforefinalizingthedecision
• Learnfrompastexperiences,fromyourownmistakesandothersmistakes
• Donotrepeatanymistakeforthesecondtime
• Communication
• Itisverymuchrequiredtocommunicateinaveryprofessionaletiquette.
• Goodstaffcommunicationisessentialtobusinesssuccess.
• Effectivecommunicationisatwo-waystreet.
• Communicationisabout morethan justexchanginginformation. It's about understandingthe
emotionandintentionsbehindtheinformation.
• EngagedListener
• Hearingisdifferentfromlistening
• Whilelisteninggetconnectedanddonotlooseattentiononthesubject.
• Focusfullyonthespeaker
• Favoryour rightear
• Avoidinterruptingortryingtoredirecttheconversationtoyourconcerns
• Showyourinterestinwhat'sbeingsaid
• Trytosetasidejudgment
• Providefeedback
Activity
• Securityissuesandrelatedriskinnotmaintainingthesecurityofdocuments
• Theimpactofnotmaintainingthesecurityofthedeliveryitems/ documents/keyinformation
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Fig6.9- NonVerbalExpressions
Say
• StayCalmunderpressure
• Onthedailyworkenvironment,itwillbehardtomanagework,emotions,thoughtprocessand
physicalactivities.Loosingyourselveswillhavefairchances.Hencetokeepfocused,itisalways
bettertothinkandreactbystayingcalm.
• Decisionsunderpressureandinangrymaynotcomeright
• Makeapointandsupportyourpointbyprovidingenoughinformation.
• Deliverwordsclearly,donotfumble
• Clarifyyourstatementandtalktothepoint
• ListeningSkills
• Listening is the ability to accurately receive and interpret messages in the communication
process.
• Listeningiskeytoalleffectivecommunication,withouttheabilitytolisteneffectivelymessages
are easily misunderstood - communication breaks down and the sender of the messagecan
easilybecomefrustratedorirritated. 100
• Goodlisteningskillsalsohavebenefitsinourpersonallives 95
• Listeningrequiresfocusandattention 75
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FacilitatorGuide
Explain
• Groomingisanessentialrequirementintodaysworkenvironment
• Anyshabbyappearanceinthesedaysrepresentorganizationalculture
Fig6.10-Grooming
Ask
• Whatisyourknowledgeoncomputeranditsusage?
• Havetheyusedanysoftwareorapps?
• Dotheparticipantsknowashowtoorderonlineamobilephoneororderfood?
• UnderstandingofcandidatesonERP
Explain
• WhatisMSExcel,MSword,OutlookandPowerPoint?
• Whenandhowtouse
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Demonstrate
• HowtouseExcel,Word,OutlookandPowerPoint
• Ashowtouseeachofthebasiciconsandtools
• Ashowtoprint
Elaborate
• Handhelddevices
• Itsusages
• Demonstratewithoneifavailable
• Trackingdevices
• Deviceswhicharehelpfultotrackthevehicle
• ExampleOLA/ UBERoranytaxiapplication
• GPSdevices
• Activatethelocationsymbolofthemobilephone
• OpenGooglemaps
• Identifythelocationyouarepresent
• BarcodeScanners
• Example– scannersintheretailsupermarketatthetillwherebillingismade
Explain
• Theexcelworkbook
• Theiconsinexcel
• Excelribbon
• Menus
• Saving
• Printing
• CopyandPaste
• FillingColor
100
• Alignment
95
• UsingFormulae's
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FacilitatorGuide
Summary
• ExplainHealthandSafetyrequirementsfor the jobrole
• DescribeSafetyprocedures andSecurityrequirements,itsimportance
• Vehiclerequirements,itsinspectionandSafety requirements
• Safedriving conditions andtermstounderstand
• Evaluatingthe responsibility ofsafety
• Requirementsto follow parkinginstructions
• Initiating the skillsenhancementand itsrequirements
• Requirementsof communicationskillsand thinkingskills
• Narratethe computer skillsto be developed.
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Notes
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FacilitatorGuide
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7. Employability&
EntrepreneurshipSkills
Unit 7.1 – PersonalStrengths &ValueSystems
Unit 7.2 – Digital Literacy: ARecap
Unit 7.3 – MoneyMatters
Unit 7.4 – Preparingfor Employment&Self Employment
Unit 7.5 – UnderstandingEntrepreneurship
Unit 7.6 – Preparingto bean Entrepreneur
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FacilitatorGuide
Introduction: Employability andEntrepreneurship Skills
ThisFacilitator's guideincludes variousactivitieswhichwill help youasafacilitator to makethe sessions

participativeandinteractive.
Icebreaker
 Youcanbeginthemodulewiththefollowingicebreaker:
FiveofAnythingIceBreakerSteps:
 Divide the participants into groups of four or five by having them number off. (Youdo thisbecausep
e
o
p
le
generallybeginameetingbysittingwiththepeopletheyalreadyknowbest.)
 Tellthe newlyformedgroups that their assignmentisto sharetheir five favourite moviesof all time, their five
favouritenovelsortheirfiveleastlikedfilms.Thetopiccanbefiveofanything- mostlikedordisliked.
 Thisicebreakerhelps the group explore sharedinterests morebroadly and sparkslotsof discussiona
b
o
u
twhy
eachpersonlikesordislikestheirselectedfive.
 Tellthe groups that onepersonmusttakenotes andbereadyto sharethe highlights of their group d
is
c
u
s
io
nwith
the classuponcompletionoftheassignment.
ExpectationMapping
1. During the first sessionand after icebreakersession,askthe participants to answerthe followingquestion:
"WhatdoIexpecttolearnfromthistraining?"
2. Haveoneoftheparticipantswritetheircontributionsonaflipchartsheet.
3. Writedownyourownlistofcoveredmaterialinthetrainingonanotherflipchartsheet.
4. Comparethetwosheets,commentingonwhatwillandwhatwillnotbecoveredduringthetraining.
5. Setsomeground rules for the training sessions.Askthe participants to put theserules on aflipchart and
displayitintheclass.
6. Youmaygetbacktothosesheetsonceagainattheendofthelastsessionofthetraining.
7. Benefitsofdoingthisactivity:
 Participantsfeelbetterastheiropinionsareheard.
 Participantsgettoknowwhattheyshouldexpectfromthetraining.
 Thefacilitator getsto knowwhichpointsto emphasize,whichto leaveout, andwhichto addduring th
e
training.
8. Expectations from theparticipants:
• Mustsigntheattendancesheetwhentheyarriveforclass.
• Conductthemselvesinapositivemanner
• Bepunctual,attentive,andparticipative
9. Explainthe contentsthat aregoing to getcoveredoneby oneandconnectit withthe expectationmapping
doneearlier.
10. Bythe endof thisexercise,the participants should haveaclearunderstandingof whatto expectfrom the
sessionandwhataretheareasthatwillnotgetcovered.
DefiningObjectives 100
1. Definingtheobjectivesinthebeginningoftheunitssetsthemoodfortheunit. 95
2. Tobeginwiththe endin mindsetsthe expectationsof the participants aswhatcould bethe important

takeawaysfrom thesession. 75
3. Itisalsoawayofmakingparticipantstakeresponsibilityoftheirownlearningprocess.
4. Forthefacilitator,theobjectivesdecideadesignedpathtoprogressonsothatthelearningstaysalignedand 25
ontrack.
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0
88
5. Readtheobjectivesslowly,onebyone,andasktheparticipantstoexplainwhattheythinkitmeans.
6. Atthe endof the session,youcould againrevisit the objectives to find out fromthe participants about how
manyobjectives havebeenachieved.
Inordertoeffectivelyfacilitatethisworkshop:
1. YoumusthavethoroughknowledgeofthematerialintheParticipantHandbook,andbepreparedtoanswer
questions aboutit.
2. Youmayalsowishtoreadothermaterialtoenhanceyourknowledgeofthesubject.
3. Theremaybeissuesraisedwithwhichyouarenotabletodeal,eitherbecauseoflackoftimeorknowledge.
Youcaneither state that you will obtain answers and get backto the participants with the information.
Incasethequerycanbeturnedtoanassignmenttotheclass,doso.Youcanworkwiththetheparticipants
ontheassignement.
4. Youmusthaveavery clearunderstandingof whatthe participants wantto accomplishby the endof the
workshopandthemeanstoguidetheparticipants.
5. Asthe facilitator, it is your responsibility to makesure that all logistical arrangements are made for the
workshop. This may involve doing it yourself or confirming that someone else has made all necessary
arrangementsassociatedwiththeworkshop.Assumenothingandcheckeverythingbeforetheworkshop
begins.
6. Tobreakthe monotony andboredom during sessions,introduce mini breaksin the form of stretching
exercises,jokes,somegroupsongsorgames.
7. Invitediscussionfromtheparticipants.
8. Probetheparticipantsfurtherandleadthemtocometoaffirmativeconclusions.
9. Lettheparticipantsanswer.Noanswerisincorrect.
10. Askoneparticipanttowriteallthepointsonthewhiteboard.
11. Buildthesessionsfromtheanswersprovidedbytheclass.
12. Prepare for the sessionsin advancesothat the resourceslikeflipcharts, handouts,blank sheetsof paper,
markerpens,etc.canbekeptready.
13. Ensurethatresourceslikeboard,markers,dusteretc.isavailablebeforeyoursessionstarts.
Generalinstructionsforroleplaying:
1. Youarenotbeingaskedtobeanactorortoentertain.Thepurposeoftheroleplayistoprovideasituationin
whichyoucanpracticecertainskills.
2. Whenyoureadthebrief,trytoimagineyourselfinthesituationdescribedandbehaveinawayyoufeeltobe
natural– butbeconsciousof thefactthatyourrolemayrequireadifferentapproachfromthatwhichyou
mightnormallyuse.
3. You(andothers)maybenefitfromthechangeinapproachandbehaviour.Therefore,trytousetheapproach
youfeeltobemostappropriateforthecircumstancesdescribedinyourbrief.
4. Thebriefisjustthestartingpoint.Itsimplysetsthesceneandthetoneofsessionoractivity.Trynottokeep
referringtothebriefasthiswillaffectthespontaneityofthemeeting.Allowtheroleplaytodevelopasyou
think it might in real life and change your reactions in line with the behaviour and responses of others
involved.
5. Ifyoufindthatyouhavetoolittleinformationtoanswerquestionsortodescribewhathashappenedinthe 100
situation,dofeelfreeto addyour ownthoughtsandideas.Tryto keepthesewithintheframeworkof the

roleyouaretakingandtrytomakeyourimprovisationsasrealisticaspossible. 95
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FacilitatorGuide
UNIT7.1: PersonalStrengths&ValueSystems
KeyLearningOutcomes
Attheendofthisunit,participantswillbeableto:
1. Explainthemeaningofhealth
2. Listcommonhealthissues
3. Discusstipsto prevent commonhealthissues
4. Explainthe meaningof hygiene
5. Discussthe purpose of SwacchBharatAbhiyan
6. Explainthe meaningof habit
7. Discusswaysto setup asafework environment
7. Discusscriticalsafetyhabitsto befollowedbyemployees
9. Explainthe importance ofself-analysis
10. Discussmotivationwiththe help of Maslow’s Hierarchyof Needs
11. Discussthe meaningof achievementmotivation
12. Listthe characteristicsof entrepreneurs withachievementmotivation
13. List the different factors that motivateyou
14. Discuss the role of attitude in self-analysis
15. Discusshowto maintainapositiveattitude
16. Listyour strengthsandweaknesses
17. Discussthe qualitiesof honest people
18. Describethe importance of honesty in entrepreneurs
19. Discussthe elementsof astrong workethic
20. Discusshowto fosteragood workethic
21. Listthe characteristicsof highly creativepeople
22. Listthe characteristicsof highly innovativepeople
23. Discussthe benefitsof timemanagement
24. Listthe traitsof effectivetimemanagers
25. Describeeffectivetimemanagementtechnique
26. Discussthe importance of anger management
27. Describeangermanagementstrategies
28. Discusstipsfor angermanagement
29. Discussthe causesofstress
30. Discussthe symptomsofstress
31. Discusstipsfor stressmanagement 100
95
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90
UNIT7.1.1: Health, Habits,Hygiene:What is Health?
UnitObjectives
Atthe endof thisunit, participants will beable to:
 Explainthe meaningof health
 Listcommonhealthissues
 Discusstipsto prevent commonhealthissues
 Explainthe meaningof hygiene
 Discussthe purpose of SwachhBharatAbhiyan
 Explainthe meaningof habit
Resourcesto beUsed
 ParticipantH
k
o
b
d
n
a
Ask
 What do youunderstandby the term “Health?”
 Accordingto you, whoisahealthyperson?
Say
 Discussthe meaningof healthandahealthy personasgiven in the ParticipantH
a
n
d
b
o
k
.
Ask
 When did youvisit the doctor last?Wasit for youor for afamily m
m
er?
e
b
Say
 Discussthecommonhealthissueslikecommoncold,allergiesetc.Refertothe ParticipantH
a
n
d
b
o
k
.
 Letusdoasmallactivity.Iwillneedsomevolunteers.
RolePlay
 Conduct asmall skit with volunteers from the class. Consider one of the villagers has been appointed asa
health representative of the village, what measures will you as a health representative suggest to the
commonvillagerstopreventcommonhealthissuesdiscussed.
 Youwillneedatleast4volunteers(Narrator,HealthRepresentative,HeadoftheVillage,Doctor).
 ExplainthehealthconcernsofthevillagetotheNarrator.TheNarratorwillbrieftheclassabouttheskit.
 Givethegroupofvolunteers, 5minutestododiscuss.
 Attheendof5minutes,askthegrouptopresenttheskittotheclassassumingthemasthevillagers. 100
 Theclasscanaskquestionstothegroupasacommonvillager. 95
Summarize 75
 Through thisactivitywegotsometipson howcanweprevent thesecommonhealthis

u
es
.
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FacilitatorGuide
Say
 Letusnowseehowmanyof thesehealthstandardswefollow in our daily life.
Activity
 HealthStandardChecklistfrom the ParticipantH
a
n
d
b
o
k
.
Ask
 Howmanyof youthinkthat youarehealthy? Howmanyof youfollow healthyh
a
b
its
?
Say
 Let'sdoanexercisetofindouthowhealthyyouare.
 Openyour ParticipantHandbooksection‘Health, Habits,Hygiene:What isHealth?’, andreadthrough th
e
healthstandardsgiven.
 Tickthepointswhichyouthinkaretrueforyou.
 Trytobeashonestaspossibleasthistestisforyourownlearning.
Do
 EnsurethatalltheparticipantshaveopenedtherightpageintheParticipantH
a
n
d
b
o
k
.
 Readaloudthepointsfortheparticipantsandexplainifrequired.
 Givethem5minutestodotheexercise.
 Attheendof5minutes,asktheparticipantstocheckhowmanytickshavetheygot.
Summarize
 Tellthemthattheyneedtofollowallthetipsgiveninthischecklistregularlyinordertoremainhealthyandfit.
Ask
Discuss:
 Isit necessaryto practicepersonalhygiene everyday?Why?
 Howdoesaperson feel whenthey do not practicegood personalhygiene?Why?
 Cangoodpersonalhygiene helpapersonfeelgoodabouthis/her self?How?
Say
 Discussthe meaningof hygiene asgiven in the ParticipantH
a
n
d
b
o
k
.
Activity
HealthStandardChecklist: Hygiene
100

95
75
25
0
92
Say
 Let'sdoanexercisetofindoutifwemaintaingoodhygienehabitsornot.
 OpentheParticipantHandbookandreadthroughtheHealthStandardchecklistgiven.
 Tickthepointswhichyouthinkaretrueforyou.
 Trytobeashonestaspossibleasthistestisforyourownlearning.
Do
 EnsurethatalltheparticipantshaveopenedtherightpageintheParticipantHandbook.
 Readaloudthepointsfortheparticipantsandexplainifrequired.
 Givethem5minutestodotheexercise..
 Attheendof5minutes,asktheparticipantstocheckhowmanytickshavetheygot.
 Askthemtocalculatetheirscore.
 TellthemwhateachscoreindicatesbyreadingaloudwhathasbeenmentionedintheParticipantH
a
n
d
b
o
k
.
Ask
 Howmanyof youhaveheardabout “SwachhBharatAbhiyan”?
 Canyoutell the classwhatit isabout?
Summarize
 Tellthemabout SwachhBharatAbhiyan asgiven in the ParticipantHandbookand requestthemto
take apledgetokeepourcountryclean.
Ask
 What isah
a
b
it?
Say
 Discusssomegood habitswhichcanbecomeawayof life.
Summarize
 Tellthemabout good andbadhabitsandthe reasonsto makegood habitsawayof life.
100
95
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93
FacilitatorGuide
UNIT7.1.2:Safety
UnitObjectives
Atthe endof thisunit, participants will beableto:
 Discusswaysto setup asafework environment
 Discusscriticalsafetyhabitsto befollowedbyemployees
Resourcesto beUsed
ParticipantHandbook 
Safetysignsand symbols
Safety equipments
 Blankpapers
 Pens
Say
 Therearemanycommonsafetyhazardspresentin mostworkplacesatonetimeor another. Theyin
c
lu
d
eunsafe
conditionsthatcancauseinjury,illnessanddeath.
 SafetyHazardsinclude:
 Spillsonfloorsortrippinghazards,suchasblockedaislesorcordsrunningacrossthefloor.
 Workingfromheights,includingladders,scaffolds,roofs,oranyraisedworkarea.
 Unguarded machineryand movingmachineryparts; guardsremoved or movingpartsthat aworkercan
accidentallytouch.
 Electricalhazardslikecords,missinggroundpins,improperwiring.
 Machinery-relatedhazards(lockout/tagout,boilersafety,forklifts,etc.)
TeamActivity
SafetyHazards
 Therearetwopartstothisactivity.
 Firstpartwillcoverthepotentialsafetyhazardsatworkplace.
 Secondpartwillcoverafewsafetysigns,symbolsandequipmentsatworkplace.
 Usethisformatforthefirstpartoftheactivity.
PART 1
Hazard What could happen? How could it be corrected?
100
95
Ask 75
 Howcouldyouor your employeesgethurt at work?

25
0
94
Say
 Let's understand it better with the help of an activity. Youwill be given ahandout within your groups. You
haveto think about the possiblehazardsof your workplace, whatdamagethesehazardscouldcause and
aboutthecorrectiveaction.
Do
 Dividetheclassintofivetosixgroupsoffourparticipantseach.
 Puttheformatontheboardfortheactivity.
 Giveblankpapersandpenstoeachgroup.
 Thegroupisexpectedtothinkanddiscussthepotentialsafetyhazardsintheworkplace.
 Askthegrouptodiscussandfilltheformatusingtheblanksheet.
 Givethegroups5minutesfortheactivity.
 Forthesecondpartoftheactivity,showtheclasssomepicturesofsafetysigns,symbolsandequipments.
 Nowtheywillputdownafewsafetysymbols,signsorequipmentagainstthesafetyhazardsidentified.
 Givethem5to10minutestodiscussanddraw/noteit.
 Attheendof10minutesthegroupswillpresenttheiranswerstotheclass.
Say
 Now,let'sdiscusstheanswerswiththeclass.
 Allthegroupswillbrieflypresenttheiranswers.
Do
 Asktheaudiencetoapplaudforthegrouppresentation.
 Askde-briefquestionstocullouttheinformationfromeachgroup.
 Keepacheckontime.
 Tellthegrouptowindupthediscussionquicklyiftheygobeyondthegiventimelimit.
Ask
De-briefing
 What did youlearn from the exercise?
 Asanentrepreneur,isit important to ensure the safetyof your employeesfrom possible hazards?Why?
Summarize
 Asktheparticipantswhattheyhavelearntsofar.
 Askiftheyhaveanyquestionsrelatedtowhattheyhavetalkedaboutsofar.
 Closethe discussionby summarizingthe tipsto designasafeworkplaceand non-negotiable employeesafety
habits. 100
95
75
25
0
95
FacilitatorGuide
UNIT7.1.3: Self Analysis-Attitude, AchievementMotivation:

What isSelfAnalysis?
UnitObjectives
Explaintheimportanceofself-analysis
DiscussmotivationwiththehelpofMaslow'sHierarchyofNeeds
 Discussthemeaningofachievementmotivation
 Listthecharacteristicsofentrepreneurswithachievementmotivation
List the different factors that motivate you 
Discussthe role of attitude in self- analysis 
Discusshowto maintain a positive attitude 
Listyourstrengthsand weaknesses
Resourcesto beUsed
ParticipantH
k
o
b
d
n
a
Old newspapers
Blankpapers 
Pencils/pens
Activity
 Thisisapaper pencilactivity.
What arethe three sentencesthat describeyouthe best?
What do youneed to livehappily?
What areyour strengthsandweaknesses?
Do
 Writethethreequestionsontheboard/flipchartbeforethesessionbegins.
 Giveplainpapersandpencils/penstoeachparticipant.
 Tellparticipantstowritetheanswerforthethreequestionsonthepaper.
 Tellthemthepurposeofthisactivityisnottojudgeanyonebuttounderstandmoreaboutself.
Say
 Discuss the conceptof SelfAnalysisandmotivationwithreference to Maslow'sHierarchyof Needsa
s
discussed 100
intheParticipantHandbook.
95
TeamActivity 75
Towerbuilding
 Eachgroup whichwill createtowerusingthe old newspapers. 25
0
96
Do
 Dividetheclassintogroups.
 Givethem someoldnewspapers.
 Thetaskistocreateatoweroutofthenewspapers.
 Thegroupwhichwillcreatethehighesttowerstandingonitsownwillbeconsideredthewinninggroup.
 Groupscanuseasmanynewspapersastheywanttoandinanywaytheywant.
Ask
 What did the winninggroup dodifferently?
 If youweregiven achance,howwouldyou havemadethe towerdifferently?
 Howdid you feel while makingthetower?
 Did youfeel motivated?
Say
 Discussthe conceptof achievementmotivationandcharacteristicsof entrepreneurs withachievement
motivationasdiscussedintheParticipantHandbook.
Ask
 Isyour attitude positiveor negative?
Say
 Letmetell youastory :
It'sLittleThingsthatMakeaBigDifference.
Therewasamantakingamorningwalkatthebeach.Hesawthatalongwiththemorningtidecamehundredsof
starfishandwhenthetidereceded,theywereleft behindandwiththemorningsunrays,theywoulddie. The
tidewasfreshandthestarfishwerealive.Themantookafewsteps,pickedoneandthrewitintothewater.He
did that repeatedly. Rightbehind him there wasanother person whocouldn't understand whatthis manwas
doing.Hecaughtupwithhimandasked,“Whatareyoudoing?Therearehundredsof starfish.Howmanycan
youhelp?Whatdifferencedoesit make?”Thismandidnotreply,tooktwomoresteps,pickedupanotherone,
threwitintothewater,andsaid,“Itmakesadifferencetothisone.”Whatdifferencearewemaking?Bigorsmall,
itdoesnotmatter.Ifeveryonemadeasmalldifference,we'dendupwithabigdifference,wouldn'twe?
Ask
 What did youlearn from this story?
Activity
WhatMotivatesYou?
 Thisisanindividualactivity.
 ItisanexercisegivenintheParticipantH
a
n
d
b
o
k
. 100
Do
95
75
 Askthe classto open their ParticipantHandbookandcompletethe exercisegivenin the sectionWhat

MotivatesYou?
 Ensurethattheparticipantshaveopenedthecorrectpagefortheactivity. 25
 Givethe class5minutes to completethe activity. 5
0
97
FacilitatorGuide
Say
 Discussthe conceptof attitude andhowto cultivateapositiveattitude asdiscussedin the Participant
Handbook.
Summarize
 Closethe discussionby summarizinghowself-analysis, knowledgeabout whatmotivatesyouand your
positiveattitudecanhelpinyourbusinessaswellinlife.
100
95
75
25
0
98
UNIT7.1.4: Honesty&WorkEthics
UnitObjectives
 Discussthe qualitiesof honest people
 Describethe importance of honesty in entrepreneurs
 Discussthe elementsof astrong workethic
 Discusshowto fosteragood workethic
Resourcesto beUsed
 ParticipantH
k
o
b
d
n
a
Ask
 What do youunderstandbyhonesty?
 Whyisit important for entrepreneurs to be honest?
 Doyouremember anyincidentwhereyour honesty helpedyouingaining confidence?
 Doyouremember anyincident wheresomeonelost businessduetodishonesty?
Say
 Talk about honesty, qualities of an honest person, and the importance of honesty in entrepreneurs a
s
discussedintheParticipantHandbook.
 “Let's understand it better with the help of somecasescenarios. Youwill be givensomecaseswithin your
groups. You have to analyse the case scenario that has been given to you and then find an appropriate
solutiontotheproblem.
 Keepyourdiscussionfocussedaroundthefollowing:
 What wentwrong?
 Who wasatfault?
 Whomdiditimpact-thecustomerorthebusinessman?
 Howwoulditimpactthebusinessimmediately?Whatwouldbethelongtermimpact?
 Whatcould bedone?
 Whatdidyoulearnfromtheexercise?
Do
 Dividetheclassintofourgroupsofmaximumsixparticipantsdependingonthebatchsize.
 Giveonecasestudytoeachgroup.
 Instructthemtoreadthecasecarefully.
100
 Putdownthede-briefquestionsontheboardandaskthegroupstofocustheirdiscussionaroundthesequestions.
Thegroupisexpectedtoanalyseanddiscussthecaseamongstthemandfindasolutiontothegivenproblem.
95

Givetheclass5-10minutestodiscussthecaseandnotedowntheirsolutions. 75
 Atthe endof 10minutes the teamshould presenttheir casesolution to the class.Thepresentation canbea
narrationoraroleplay.
 Askthe group to selectagroup leader for their group. Thegroup leader to discussand assignrolesto th
e 25
groupmembersforthepresentation. 5
0
99
FacilitatorGuide
TeamActivity
Case StudyAnalysis
Scenario1
AakashhasasmallmobileretailsalesandrepairshopinAllahabad.Hehasoneofthemostpopularoutlets
andhasgreatrapportwithhiscustomers.
It'saround11AMwhenacustomerbargesintotheshopandstartsshoutingatAakashforgivingherafaulty
instrument.Thescreenofhermobileiscrackedfromoneside.Aakashrememberedthoroughlycheckingthe
handsetbeforehandingit overtothecustomer.ThecustomerthreatenstosuehimandtogotoConsumer
Court for cheating her. Now,the problem occurred somewhere outside the shop but asother customers
were listening to the conversation, it might impact his business. Thesituation needs to be managed very
sensitively.WhatwouldyoudoifyouwereinAakash'splace?
Scenario2
RajnidoesbeautifulPhulkariembroideryonsuitsandsarees.Shehasasmallhome-basedbusiness.Shehas
ahugelistofcustomersonFacebookandWhatsAppwhogiveherordersregularly.Smitaisoneofheroldand
regular customers. As her sister-in-law's weddingwas around the corner, Smita wanted to buy few
handcraftedPhulkariduppatta.SheplacedanorderforthreeduppattasviaWhatsAppandrequestedRajni
tosendthemassoonaspossible.WhentheparcelreachedSmitathroughcouriershefoundthatoutofthe
threeduppatas,onlyonewashandembroideredandtheothertwohadmachineembroideryonthem.Even
the length and the quality of the material wasnot asdesired. Smita washeartbroken. It wasacomplete
wasteofmoneyandmoreovershecouldn'twearwhatshehadplannedtoduringtheweddingfunctions.She
sentamessagetoRajnionWhatsApp,expressingherangeranddisappointment.
Smitahasalso sent afeedback and expressed her disappointment on the social media…this will directly
affectRajni'sbusiness.WhatwouldyoudoifyouwereinRajni'splace?
Scenario3
Shankarisatattooartistwhohasasmalltattooshowroominabig,reputedmallinNewDelhi. MrSakshamhad
anappointmentfortoday,at11:00ambuthereachedat11:50am.Meanwhile,Shankarhadtoreschedulehis
nextappointment.AfteravailingShankar'sservices,MrSakshamstartedyellinginanabusivelanguage,refusing
topaytherequisiteamount,andfindingfaultsintheservicesprovidedbyhim.Whowasatfaultinthiscase?
WhatshouldShankardo?ShouldheconfrontSakshamorgiveintothedemandsoftheclient?
Scenario4
Shailenderisanonline clothresellerwhodoesbusinessthrough socialnetworkingsitessuchasFacebook
andWhatsApp.PriyankamadeonlinepaymentforadresstoShailander.Butshedidnotreceivethedressfor
amonth.Whensheaskedforacancellation,Shailanderstartedmisleadingher.Foralmost45days,hekept
promising her that he will pay the amount today, tomorrow, day after etc. Even after repeated calls and
messageswhenshedidnotreceivethepaymentorthedress,shedecidedtowriteapostagainsthimona
popular social media platform. Asaresult, Shailender lost lots of customers and his flourishing business
facedamajorcrisis.Howcouldthissituationhavebeenmanaged?
Say
100
 Now,let'sdiscusstheproblemandsolutionwiththelargergroup.
 Thegroupwillfirstbrieflydescribethecasetotheclass. 95
 Thendiscusstheissueidentifiedandtheproposedsolution. 75
 Oncethepresentationisover,theclasscanasktheirquestions.
25
0
100
Do
 Congratulateeachgroupforthegrouppresentation.
 Asktheaudiencetoapplaudforthem.
 Keepacheckontime.Tellthegrouptowindupthediscussionquicklyiftheygobeyondthegiventimelimit.
Summarize
 Asktheparticipantswhattheyhavelearntfromtheexercise/activity.
 Closethediscussionbysummarizingtheimportanceofhonestyandworkethicsforentrepreneurs.
100
95
75
25
0
101
FacilitatorGuide
UNIT7.1.5: Creativity andInnovation

UnitObjectives
Atthe endof thisunit, participants will beableto: 
Listthe characteristicsof highly creativepeople 
Listthe characteristicsof highly innovativep
e
o
p
le
Resourcesto beUsed
 ParticipantH
k
o
b
d
n
a
 Chartpapers
 Markerpens
Ask
 Youmustbeawareof the term 'Ragsto riches' andheardstoriesrelated to theterm.
 What do thesestories tellus?
 What wassospecialabout thesepeople?
Say
 Let'shavealookatthesestories.
 TherearesomeinspiringstoriesaboutpeoplewhichIwouldliketosharewithyou.
 Narratethesestoriestotheclass.
A.P.J. AbdulKalam
Who hasnot heardof A.P.J.Abdul Kalam:AvulPakirJainulabdeenAbdul Kalamhailedfromaveryhumble
background.Hisfatherwasaboatowner.Tohelphisfamily,Kalamwouldworkasanewspapervendor.With
limitedresources,hegraduatedinPhysicsandstudiedaerospaceengineering.HewasinstrumentalinIndia's
steptowardsnuclearenergy.In2002,hebecamethe11thPresidentofIndia.
Waterfilter/purifieratsource
Twoyoung boysstudyingin classes4and 5, from LingzyaJuniorHighSchool,Sikkimdesignedasimple
innovativelowcostwaterpurifier.
Inspirationbehindtheidea:Mostpeopletodayprefertouseawaterfilter/purifierattheirhome.
Boththechildrenhavegivenideatohavefilter/purifieratthesourceofwatersothateveryonehasaccessto
cleanwaterwithouthavingtomakeaninvestmentinpurchasingafilter/purifier.
Soring'sideaisto haveacentralised purification systematthe point of distribution likewatertankwhile
Subash'sideaistohavesuchpurifiersattachedtopublictaps.
Source: http://www.rediff.com/getahead/report/achievers-top-31-amazing-innovations-from-young-
indians/20151208.htm
100
Solarseeder 95
Thisisastoryof ainnovativesolarseederanddevelopedbySubashChandraBose,aclass8, studentfromSt

SebasthiyarMatriculationSchool,Pudukkottai,TamilNadu.Subashhasdevelopedasolarpoweredseeddrill,
75
whichcanundertakeplantationfordifferentsizeofseedsatvariabledepthandspacebetweentwoseeds.
Source:http://www.rediff.com/getahead/report/achievers-top-31-amazing-innovations-from-young- 25
5
0
102
Loomsforphysicallychallenged
Nowthisisreally inspiring of twosisters, ElakkiyaaClass6studentand Pavithra aClass9student of SRC
MemorialMatriculation,Erode,TamilNadu.
Thetwosistershavecomeup withloom for lower limbedphysicallychallenged.In their loom they have
replacedthepedaloperatedsystemwithamotorandagearboxattachedtoapulleymechanism.
Source: http://www.rediff.com/getahead/report/achievers-top-31-amazing-innovations-from-young-
Ask
 If they can,whycan'tyou?
 Discussconceptsrelated to 'CreativityandInnovation' withthe participants asgiven in the Participant
Handbook.
Say
 Recallthestoriesonmotivation.
 Whatistheinnerdrivethatmotivatespeopletosucceed?
 Let'slearnmoreaboutsuchcreativeandinnovativeentrepreneurswiththehelpofanactivity.
TeamActivity
 Thisisagroupactivity.
 Thinkofanyonefamousentrepreneurandwriteafewlinesabouthimorher.
ActivityDe-brief
 Whydidyouchoosethisparticularentrepreneur?
 Whatishis/herbrandname?
 Whatcreativitydoeshe/shepossess?
 Whatwasinnovativeabouttheirideas?
Do
 Instructtheparticipantsthatthisisgroupwork.
 Dividetheclassintosmallgroupsof4or6dependingonthebatchsize.
 Giveeachgroupachartpaper.
 Telltheparticipantstheyhavetowriteafewlinesaboutanyonefamousentrepreneur.
 Givetheparticipants10minutestodiscussandwrite.
 Keepacheckontime.Tellthegrouptowindupquicklyiftheygobeyondthegiventimelimit.
 Askeachgrouptoreadoutwhattheyhavewritten. 100
 Askthe de-briefquestions. 95
75
25
0
103
FacilitatorGuide
Summarize
 Summarizetheunitbyaskingparticipantsiftheyknowofsomepeoplewhoarehighlycreativeandinnovative
in theirapproach.
 Askthemtosharesomeexperiencesaboutthesepeoplewiththeclass.
 Sourcefor stories on innovations:
http://www.rediff.com/getahead/report/achievers-top-31-amazing-innovations-from-young-
100
95
75
25
0
104
UNIT7.1.6: TimeManagement
UnitObjectives
 Discussthe benefitsof timemanagement
 Listthe traitsof effectivetimemanagers
 Describeeffectivetimemanagementtechniques
Resourcesto beUsed
 ParticipantH
k
o
b
d
n
a
Ask
Does this sound like you?
 I cannevergetenough timeto finish whatI amdoingin aday.
 I havesomanythingsto do that I getconfused.
 I wantto gofor awalkand exercise,but I justdo not havethe time.
 I hadsomuchto do, soI could not deliver that order on time.
 I wouldlove to start mydreambusiness; but, I justdo not havethe tim
e.
Example Example
 Let'slook atthesetwo examples:
Example1:
Ankitaworksfromhomeasafreelancewriter.Shesaysshecaneasilyputin8hoursof dedicatedworkina
day. Becauseshe worksfrom home, she savesmoney on travel and has acomfortable work routine. But
thereisachallengeandit isdistraction.Assheworksfromhome,shecaneasilyjustgetupandsitdownon
thesofatowatchTV,wastingvaluabletime.Shemayhavechorestodo,errandstorunandbillstopay.She
endsupworkingonlytwotothreehoursadayandtheresultis,herworkgetspiledup.Sheisunabletotake
onmoreworkduetothis.Eventhoughherqualityofworkisappreciatedherclientsarenotveryhappyabout
thedelayinsubmission.
Example2:
Javedhasstartedasuccessfulonlinesellingcompanyfromhomeandmakesagoodlivingfromhissales.He
hassetupasmallofficespaceinhislivingroom.Asbothhisparentsareworkingfull-time,healsohastherole
oftakingcareofhistwoyoungersiblings.Healmostspendshalf ofhisdaywiththeyoungerkids.Hedoesnot
minditbutitmeanstakingtimeawayfromthework.Heisstillabletomanagehisonlinebusinesswiththese
commitments.Hewantstospendsomemorededicatedhourssoastoincreasehisprofits.Healsowantsto
lookintonewbusinessavenues.Whatshould hebedoing.
100
Ask 95
 Doesthishappen withyoutoo? 75
 Doyou find it difficult to prioritize yourwork?

 Areyou ableto manageyour timeeffectively?
25
0
105
FacilitatorGuide
Activity
 Conductagroupdiscussionbasedontheaboveexamples.
 Directthediscussiononhowtoprioritizeworkandmanagetimeeffectively.
Say
 Timemanagementisnotonlyabouthowhardyouworkbutalsoabouthowsmartyouwork.
 Discuss“WhatisTimeManagement”withtheparticipantsasgivenintheParticipantH
a
n
d
b
o
k
.
Ask
 Whyisit important to managetime? Howdoesit help?
 What happenswhenyoudon't manageyour timeeffectively?
 Doyou find it difficult to prioritize your work?
Say
 DiscussthebenefitsoftimemanagementgivenintheParticipantH
a
n
d
b
o
k
.
 Let'slearneffectivetimemanagementwiththehelpofanactivity.
Activity
Effective TimeManagement
 Thisactivityhastwop
a
rts
:
PART1 TO-
DOLIST
 Youhaveto makeato-dolist.
 Listalloftheactivities/tasksthatyouhavetodo.
 Trytoincludeeverythingthattakesupyourtime,howeverunimportantitmaybe.
 Iftheyarelargetasks,breakthemintoactionsteps,andwritethisdownwiththelargertask.
 Youcanmakeonelistforallyourtasksorhaveseparateto-dolistsforpersonalandprofessionaltasks.
PART2 URGENT-
IMPORTANT GRID
 Youhavetomakeagridasshownontheboardhere..
 Thisgridhasfourboxes.Asyoucansee,eachboxhasadifferentheading.
 Attheheartoftheurgent-importantgrid,arethesetwoquestions:
 Isthistaskimportant?
 Isthistaskurgent?
 Now,youhaveto thinkabout eachactivity that youhavewrittenin your to-do list andput it into oneof th
e 100
fourcategories. 95
 Whatdothesecategoriesdepict?
75
 Category 1:Urgent/Important
 Thiscategoryisforthehighestprioritytasks.Theyneedtogetdonenow.
25
0
106
 Category2:NotUrgent/Important
 Thisiswhereyouwanttospendmostofyourtime.
 Thiscategoryallowsyoutoworkonsomethingimportantandhavethetimetodoitproperly.
 Thiswillhelpyouproducehighqualityworkinanefficientmanner.
 Thetasksin thiscategoryareprobablythe mostneglectedones,but alsothe mostcrucialonesfor
success.
 Thetasksin thiscategorycaninclude strategicthinking, deciding on goalsor general direction a
n
d
planning– allvitalpartsofrunningasuccessfulbusiness.
 Category3:Urgent/NotImportant
 Thisiswhereyouarebusybutnotproductive.Thesetasksareoftenmistakentobeimportant,when
they're mostoftenbusywork.
 Urgentbutnotimportanttasksarethingsthatpreventyoufromachievingyourgoals.
 However,somemaybeactivitiesthatotherpeoplewantyoutodo.
 Category4:NotImportantandNot Urgent
 Thiscategorydoesn't really include tasks,but rather habitsthat provide comfort,and arefuge from
beingdisciplinedandrigorouswithyourtimemanagement.
 Somemaybeactivitiesthatotherpeoplewantyoutodo.
 Thesemightincludeunplannedleisureactivitiesaswell.
TO-DO list format

1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
100
13. 95
14. 75
15.
25
0
107
FacilitatorGuide
URGENT-IMPORTANT GRID
URGENT/ IMPORTANT NOT URGENT/ IMPORTANT

 Meetings Planning
 Lastminuted
m
e
s
d
n
a Working towardsgoals
 Projectdeadlines Buildingrelationship 
 Crisis Personal commitments
1 2
3 4
 Interruptions  Internet s
u
rfin
g
 Phone calls/E-mails Socialmedia
 Other people'sminor d
m
e
s
d
n
a WatchingTV
URGENT/ NOT IMPORTANT NOT URGENT/ NOT IMPORTANT
URGENT/ IMPORTANT GRID format
URGENT/ IMPORTANT NOT URGENT/ IMPORTANT
1 2
3 4
100
95
75
URGENT/ NOT IMPORTANT NOT URGENT/ NOT IMPORTANT

25
0
108
Do
 Putdowntheformatsfortheto-dolistandtheurgent/importantgridontheboard.
 Instructtheparticipantstopreparetheirto-dolistfirst.
 Givetheparticipants10minutestopreparethelist.
 Oncedone,instructthemtodividethetasksinto-dolistintothefourcategories.
 Explainthefourcategoriestotheparticipantsgivingexamplesspecifictotheircontext.
 Asyouexplainthecategoriesfillthegridwiththetypeoftasks.
 Givetheparticipants40minutestofillthegrid.
 Thenexplainhowtobalancethetasksbetweenthefourcategories.
Say
Activity De-brief:
How can we balance tasks between the four categories?
How to manage time through this grid?
 Category 1:Urgent/Important
 Trytokeepasfewtasksaspossiblehere,withtheaimtoeliminate.
 Ifyouspendtoomuchofyourtimeinthiscategory,youareworkingsolelyasatroubleshooter,andnever
findingtimetoworkonlonger-termplans.
 Category2:Not Urgent/Important
 Planthesetaskscarefullyandefficientlyastheyaremostcrucialonesforsuccess.
 Ifnecessary,alsoplanwhereyouwilldothesetasks,sothatyou'refreefrominterruptions.
 Includestrategicthinking,decidingongoalsorgeneraldirectionandplanninginyourplanningprocess.
 Category3:Urgent/NotImportant
 Askyourselfwhetheryoucanrescheduleordelegatethem.
 Acommonsourceof suchactivitiesisother people. Sometimesit's appropriateto say"no" to people
politely,ortoencouragethemtosolvetheproblemthemselves.
 Category4:Not ImportantandNot Urgent
 Youalsowanttominimizethetasksthatyouhaveinthiscategory.
 Theseactivitiesarejustadistraction– avoidthemifpossible.
 Youcansimplyignoreorcancelmanyofthem.
 Politelysay"no"toworkassignedbyothers,ifyoucan,andexplainwhyyoucannotdoit.
 Scheduleyourleisureactivitiescarefullysothattheydon'thaveanimpactonotherimportanttasks.
 Discussthe traitsof effectivetimemanagersand effectivetimemanagement techniquesasgivenin th
e
ParticipantHandbook.
Summarize 100
Discussthe traitsof effectivetimemanagersand effectivetimemanagementtechniquesasgivenin th

e
95

ParticipantHandbook. 75
25
0
109
FacilitatorGuide
 Hereisashort story. Youcanconcludethe sessionnarratingthe story. Tomakeit moreinteresting you can
performthedemonstrationdescribedanddiscusstheshortstory.
 Onedayanexpertintimemanagementwasspeakingtoagroupof students.Ashestoodinfrontof the
group,hepulledoutalargewide-mouthedglassjarandsetit onthetableinfrontof him.Thenhetook
outabagof aboutadozenrocksandplacedthem,oneatatime,intothejar.Whenthejarwasfilledto
thetopandnomorerockswouldfit inside,heasked,"Isthisjarfull?" Everyoneintheclasssaid,"Yes."
Thenhesaid,"Really?"
 Hereachedunderthetableandpulledoutabucketofgravel(smallstones).Hedumpedsomegravelin
andshookthejarcausingpiecesof graveltoworkthemselvesdownintothespacebetweentherocks.
Then he asked the group once more, "Is the jar full?" By this time, the class began to understand.
"Probablynot,"oneofthemanswered."Good!"hereplied.
 Hereachedunderthetableandbroughtoutabucketofsand.Hestarteddumpingthesandinthejarand
itwentintoallofthespacesleftbetweentherocksandthegravel.Oncemoreheaskedthequestion,"Is
thisjar full?" No!" the classshouted.Onceagainhesaid, "Good." Thenhegrabbedajug of waterand
begantopouritinuntilthejarwasfilledtothebrim.Thenhelookedattheclassandasked,"Whatisthe
pointofthisillustration?“Onestudentraisedhishandandsaid,“Nomatterhowfull yourscheduleis,if
youtryreallyhardyoucanalwaysfit somemorethingsinit!" "No,"thespeakerreplied,"that'snotthe
point.Thetruththisillustrationteachesusis:Ifyoudon'tputthebigrocksinfirst,you'llnevergetthemin
atall."Whatarethe'bigrocks'inyourlife?Yourchildren;yourlovedones;youreducation;yourdreams;
aworthycause;teachingormentoringothers;doingthingsthatyoulove;timeforyourself;yourhealth;
yourmate(or significantother).RemembertoputtheseBIGROCKSinfirstoryou'llnevergettheminat
all.Ifyousweataboutthelittlestuff(thegravel,sand,andwater)thenyou'llfillyourlifewithlittlethings
youworryaboutthatdon't reallymatter,andyou'll neverhavethetimeyouneedtospendonthebig,
importantstuff(thebigrocks).
 Endthestorywiththeselines…
So,tonight, or in the morning tomorrow,whenyouarereflectingon thisshortstory, askyourselfthis
question: Whatarethe'bigrocks'inmylife?Then,putthoseinyourjarfirst
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UNIT7.1.7: AngerManagement
UnitObjectives
 Discussthe importance of angermanagement 
Describeangermanagementstrategies
 Discusstipsfor angermanagement
Resourcesto beUsed
 ParticipantH
k
o
b
d
n
a
Ask
 What isanger? Isangergood or bad?
 Isangernormalor anabnormal behaviour? Howcanangerharmyou?
 Whyisit important for entrepreneurs to managetheiranger?
Say
 Talkabout angerandthe importance of angermanagement in entrepreneurs asdiscussedin the Participant
Handbook.
 Letusdoasmallactivity.Thisisanindividualactivity.
 Thinkoftheincidentsandsituationsthatangeredyouandhurtyou.
Do
 Instructthemtonotedownthesesituationsunderdifferentcategories(asgivenintheActivity).
 Givetheclass3-5minutestothinkandnotedowntheiranswers.
 Attheendof5minutes,asksomeparticipantstovolunteerandpresenttheiranswers.
 Theycanalsosharethesesituations withtheir fellowparticipants if they do not wishto shareit withth
e
entire
class.
Activity
 Doyourememberanyincidentwhichhash
u
rt
 youphysically
 youmentally
 yourcareer
 yourrelationships.
100
Ask 95
 Doyouevergetangry? 75
 Whatarethethingsthatmakeyouangry?
 Doyourememberanyincidentwhereyourangermanagementhelpedyouinmaintaininghealthyrelationship?
Doyouremember anyincident wheresomeonelost business/ friend/ relationship dueto temper
25

(anger)? 5
0
111
FacilitatorGuide
Say
 Thereareafewstrategieswhichcanhelp in controllingyour anger.Let'sdo anactivity to understandth
e
anger
managementprocessbetter.
 Thinkoftheincidents/situationswhichtriggeryouranger(thecause).
 Thenthinkwhathappenedasaresultofyouranger(theeffect).
 Youneedtocomeupwithsometechniquestomanageyouranger.
Do
 Givetheclasstheangertriggers(thecause)aslistedintheactivity.
 Putdownthe activity format(Anger Triggers,Resultof your Anger,AngerManagementTechniques) on th
e
boardandinstructtheclasstowritetheanswersunderdifferentcategories.
 Givetheclass3-5minutestothinkandnotedowntheiranswers.
 Attheendof5minutes,asktheparticipantswhowishtovolunteerandpresenttheiranswers.
Activity
TriggerpointsandAngerManagementTechniquesActivity
Anger Triggers
Listof triggersthat makeyouangry:
Someonesaysyoudid something wrong.
Youwantsomething youcan't havenow.
Yougetcaughtdoing something youshouldn't havebeendoing.
Youareaccusedof doingsomething youdidn't do.
Youaretold that youcan't dosomething.
Someonedoesn't agreewithyou.
Someonedoesn't do whatyoutell himtodo.
Someoneunexpected happens that messesup yourschedule.
Result of your anger:
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Write the techniquesthat youuseto manageyouranger:
Anger Management Techniques
Say
 Now,let'sdiscusstheproblemsandsolutionwithall.
 Theindividualwillfirstbrieflydescribetriggerpointstotheclass.
 Thendiscussthe resultof the anger.Other participants arerequested to remainquiet whileoneismakingth
e
presentation.
 Postpresentation,otherparticipantsmayaskquestions.
Do
 Congratulateeachindividualforsharingtheirpoints.
 Askde-briefquestionsafterthepresentationtotheclass.
 Keepacheckon the time. Askthe participants to windup the activity quickly if they gobeyondthe given tim
e
limit.
Ask
De-briefquestions:
 Inthesituationdescribedbythepresenter,whowasatfault?
 Howcouldyouhavehandledthissituationalternatively?
Summarize
 Closethediscussionbysummarizingthestrategiesandtipsofangermanagementforentrepreneurs.
 Asktheparticipantswhathavetheylearntfromthisexercise/activity.
Notesfor Facilitation 100
 Encouragetheparticipantstoshareinformationaboutthemwhilepresentingthesituationstothec
la
s. 95
 KeeptheformatoftheActivitypreparedinachartpapersothatitcanbedisplayedduringthesession. 75
25
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FacilitatorGuide
UNIT7.1.8: StressManagement:What isstress?

UnitObjectives
 Discussthe causesofstress
 Discussthe symptomsofstress
 Discusstipsfor stressmanagement
Resourcesto beUsed
 ParticipantH
k
o
b
d
n
a
Ask
 Youarewaitingin the reception for aninterviewor avery important meeting, suddenly your legsareshaky,
yourhandsarecold,youarefeelingnervous.Haveyoueverbeeninthiskindofsituation?
 Haveyouhaddayswhenyouhadtroublesleeping?
 Haveyoueverbeensoworriedaboutsomethingthatyouendedupwithaterribleheadache?
Say
 You'veprobablyheardpeople say,I'm really stressedout" or "Thisismakingmetotally
stressed."
Ask
 Whatdoyouunderstandbystress?
 What givesyoustress?
 Howdoyoufeelwhenyouarestressedorwhatarethesymptomsofstress?
 Howcanstressharmyou?
 Whyisitimportantforentrepreneurstomanagestress?
Say
Whenwefeeloverloadedorunsureofourabilitytodealwithcertainchallenges,wefeelstressed.
Discussabout stress,causesof stress,and symptomsof stressasdiscussedin the ParticipantH
a
n
d
b
o
k
. Let's
understandthe causesof stressandhowto dealwiththemwiththe help of somecasescenarios. You
willbegivensomecases.
 Youhavetoanalysethecasescenarioandthenfindanappropriatesolutiontotheproblem.
 Thiswillbeagroupactivity.
Do 100
 Dividetheclassintofourgroupsof5-6participants(dependingonthebatchsize). 95
 Assignonecasescenariotoeachgroup. 75
 Thegroupisexpectedtoanalyseanddiscussthecaseamongstthemandfindasolutiontothegivenproblem.
25
 Explaintheir discussionshould resultin gettinganswersfor the following
questions: 5
0
114
 Whatwas/werethecause(s)ofstress?
 Wasthestressavoidableormanageableunderthegivencircumstances?
 Ifyes,howdoyouthinkthatthestresscouldbeavoided(managed)?
 Ifno,thenwhynot?
 Givetheclass10-12minutestodiscussthecaseandnotedowntheirsolutions.
 Attheendof12minutes,theteamshouldpresenttheircasesolutiontothelargergroup.
 Askthegrouptoselectagroupleaderfortheirgroup.
 Thegroupleadertodiscussandassignrolestothegroupmembersforthepresentation.
TeamActivity
Case Study Analysis
Scenario1
Akash'salarmdoesn'tgooffandhegetslategettingoutofthehouse.Hehitstrafficandendsup15minutes
latetowork,whichhisbossnotices.Hegetstohisdeskandfindshehastocomplete2reportsinnextone
hour.Justwhenheisabouttobeginwork,amessagepopsup“Teleconwiththeclientbeginsin10minutes.
Pleasebeintheconferenceroomin5minutes.”
Hisisnotpreparedforthecall.Heisstressed.Hedoesnotwanttospeaktohisbossaboutthis.Heisstressed,
feelinguncomfortableandsick.Notinapositiontoattendthecallorfinishthereportsontime.
Scenario2
Whilepayinghisoverduebills,Rahulrealisedthatit'sthemiddleofthemonthandhehasonlyRs500leftin
hisaccount.Hehasalreadyaskedallof hisfriends,andfamilyforloans,whichhehasn'tpaidbackyet.Heis
still contemplatingover theissuewhenhisphonerings. Hissister'sbirthday isduenextweekandshehas
seenabeautifuldresswhichshewantstobuybutcannottelltheparentsasitisabitexpensive.Shewishesif
Rahulcouldbuythedressforher.Rahulhaspromisedtobuyherthedressforherbirthday.
Rahulisstressed,doesnotunderstandwhatto do. Heisunableto concentrateonhisworkandunableto
completethetasksassigned.Histeamleaderhasalreadywarnedhimofthedelay.
Scenario3
Sheelacallsthecablecompanyasshehasunknownchargesonherbill.Shehastogothroughtheautomated
voicemail menuthree timesandstill can't getthrough to acustomercareexecutive.After 15minutesof
repeatedefforts,hercallisanswered.Sheexplainstheentireissuetothecustomercareexecutivebutbefore
thepersoncouldsuggestawayout,thecalldrops.
NowSheelahastocallbackandrepeatthewholeprocessalloveragainwithanewcustomercareexecutive.
Sheisveryangryandcallsagainbutcannotconnectthistime.
Shehasto leaveto office soshedecidesto callfromoffice andcheck.When sheconnectsthistimesheis
angryandargueswiththeexecutiveonthecall.Allherco-workersaroundarelookingatherashervolume
hassuddenlyincreased.Shebangsthephoneandendsthecall.
Her co-worker Neelam enquires what has happened to her. She ignores her and just walks off. She has
becomeirritableandherbehaviourandtonewithotherco-workersisnotacceptable. 100
95
75
25
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115
FacilitatorGuide
Scenario4
ArpitisayoungentrepreneurwhostarteddoingbusinessthroughFacebookfewweeksback.Hehadalways
been into a job. Although Arpit has very few financial liabilities, it wasn't an easy decision to leave a
comfortablejobatonceandlookfornewerpastures.Arpit'sbosswarnedhimoftheconsequencesandthe
challengesofstartingabusinesswhennobodyeverinhisfamilyhadbeeninbusiness.
Hehasnot been able to get agood deal till now. Thisis animportant life shift for him whichcomeswith
unknownvariables.Arpitisnervousandiswonderingif hehaswhatit takestofulfill therequirementofhis
newrole,orthenewexperienceshe'slikelytoface.
Ask
De-briefquestions:
 Whatwas/werethecause(s)ofstress?
 Wasthestressavoidableormanageableunderthegivencircumstances?
 Ifyes,howdoyouthinkthatthestresscouldbeavoided(managed)?
 Ifno,thenwhynot?
Say
 Now,let'sdiscusstheproblemandsolutionwiththelargergroup.
 Thegroupwillfirstbrieflydescribethecasetotheclass.
 Thendiscusstheissueidentifiedandtheproposedsolution.
 Postpresentation,theothergroupsmayaskquestionstothegroupthathaspresented.
Do
 Congratulateeachgroupforsharingtheirpoints.
 Keepacheckontime.Tellparticipantstowindupthediscussionquicklyiftheygobeyondthegiventimelimit.
Say
 Whileitiscommonandnormaltofeelsometension.Thisfeelingnervousandtensedcaninterferewithyour
thinkingprocessandcanhaveanegativeimpactonyourperformance.
 Stresscandeplete the mostvibrant of souls. It canhave anegative effect on every aspectof aperson's life
including their health, emotional well-being, relationships, andcareer.However,one needsto understand
thecausesandtypesofstressbeforelookingforwaystomanageit.
De-brief:
Scenario1 100
The cause of stress waslack of time management and the habit of procrastinating. If Akashwould have
managedhistimewell,plannedalternatewaystogetupontime,finishedpriortasksontimeandplannedfor
95
clientmeetingsinadvancethenhewouldn'thavefacedstress. 75
25
0
116
Scenario2
Thecauseof stresswaslackof financialplanning.Rahulshouldhaveplannedhisfinancialresourceswellin
advance and saved some money for the rainy day. Also, differentiating between needs and wants and
keepingacheckonnon-essentialexpenditurewouldhavesavedRahulfromthissituation.
Scenario3
Sometimes, stress is caused due to external factors instead of internal ones. In this case, the stress was
unavoidablebecausewehaveno controloverthiscustomercaresystem.Everytime, youwill getin touch
with a new executive and will have to explain all over again. This might cause stress but despite being
frustratedandangrythereislittlethatwecandoaboutit.AllSheelacoulddowastofindwaystocalmherself
downthroughsomebreathingexercisesandmeditation,readingsomegoodbookorlisteningtomusicand
thenstartafresh.
Scenario4
Apositive,majorlifechangecanbeasourceof goodstress.Regardlessof howgoodthechangeis,it canbe
stressful.Stresscausedbyapositiveandmajorlife changecanbebeneficialbecauseit causesapersonto
stepout of their comfortzoneandlearn newskills.Here, Arpit maybecomeasuccessfulentrepreneur or
learnnewwaystodothingsdifferently.
Nowletusseethisscenario,canIhaveavolunteertoreadoutthiscasetotheclass.
Do
 Askoneoftheparticipantwhocanvolunteerandreadoutthisscenariotothec
la
s.
Scenario5
Rakeshlivesin Kathmanduwithhiswifeandtwobeautiful daughtersSarahandSanya.Nepalwashit by a
massive earthquake and Rakesh's building collapsed during the earthquake. During evacuation, Rakesh
realisedthatthoughhiswifeandSarahwerefineandsufferedonlyminorbruises,Sanyawasnowhereinthe
scene.Panicstricken,hestartedcallinghernameandsearchingherfrantically.Alittlelater,heheardameek
voicefrombeneaththe debris. Hequicklyremovedthe rubble to find ahugebed. Rakeshwaspretty sure
thatSanyawastrappedunderneath.Thoughhewasbadlybruised,hegatheredallhiscourageandwithall
hismight,heliftedtheseveral-tonbedtosaveSanya'slife. EveryonewasrelievedtoseeSanyaaliveandalso
extremelysurprisedtoseethisfather'sabilitytoaccesssuperhumanstrength.
 Asktheaudiencetoapplaudfortheparticipantafterthescenarioisreadcompletely.
 Discussthescenario,askde-briefquestions:
 WhatkindofstresswasRakeshundergoinginthiscase?
 Wasthestressavoidableormanageableunderthegivencircumstances?
 Whatwastheresultofthestress?
Say
De-brief:
 Notallstressisharmful;goodstressisactuallyenergizing.Thiswasacaseoflifesavingstress,orhero stress, 100
whichisanimportant exampleof goodstress.Youmayhaveheard storiesin whichaperson performs an
impossiblefeatof physicalstrengthin orderto savetheir life or thelife of someonethey love. Thistypeof 95
stresscausingasurgeofadrenalineisgoodforus.
75
25
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FacilitatorGuide
Summarize
 ClosethediscussionbysummarizingthetipstomanagestressasgivenintheParticipantH
a
n
d
b
o
k
.
 Asktheparticipantswhattheyhavelearntfromthisexercise/activity.
 Keepprintedcopiesoftheactivities/scenariosreadyforthesession.
 Putdownthede-briefquestionsonaflipchartsothatitcanbedisplayedintheclassduringtheactivity.
 Encourageparticipationandmakethediscussionsinterative.
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Notes
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FacilitatorGuide
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UNIT7.2: Digital Literacy:ARecap

KeyLearningOutcomes
1. Identifythebasicpartsofacomputer
2. Identify the basicpartsof akeyboard
3. Recallbasiccomputerterminology
4. Recallthe functions of basiccomputerkeys
5. Discussthe mainapplicationsof MS Office
6. Discussthe benefitsof MicrosoftOutlook
7. Identify different typesofe-commerce
8. Listthe benefitsof e-commercefor retailersandcustomers
9. DiscussDigitalIndiacampaignwill help booste-commerceinIndia
10. Describehowyouwill sellaproduct or serviceon ane-commerce platform
100
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FacilitatorGuide
UNIT7.2.1: ComputerandInternet Basics:

BasicPartsof aComputer
UnitObjectives
Identify the basic parts of acomputer 
Identify the basic parts of a keyboard 
Recallbasiccomputer terminology
 Recallthefunctionsofbasiccomputerkeys
Resourcesto beUsed
 ParticipantHandbook
 Computer Systemswiththe requiredapplications
Say
 Let'stakeaquickrecapofthebasiccomputerparts.
 Discuss'BasicPartsof Computer' and'BasicPartsof aKeyboard'withthe classasgivenin the Participant
Handbook.
Explain
 Explainall the partsof the computer andthe keyboardby demonstratingon the real
system.
Ask
 Doyouknowaboutinternet?
 Haveyoueverusedinternet?
 Whydoyouthinkinternetisuseful?
 Whatwasthelasttaskyouperformedoninternet?
Say
 Let'slookatsomebasicinternetterms.
 Discuss'BasicInternetTerms'withtheparticipantsasgivenintheParticipantH
a
n
d
b
o
k
.
Summarize
100
 Closethediscussionbysummarizingtheimportanceofcomputerandinternetforentrepreneurs.
95
75
25
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Practical
 Conductapracticalsession.
 Asktheparticipantstoassembleinthecomputerla
b
.
 Givesomehandsonpracticeexercises.
Do
 Group the participants for the activity depending on the batchsizeandthe number of computer systems
availableinthelab.
 Explainthepurposeanddurationoftheactivity.
 Ensuretheparticipantscompletethepracticalexercisesassigned.
100
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FacilitatorGuide
UNIT7.2.2: MSOffice andEmail: About MSOffice

UnitObjectives
 Discussthe mainapplicationsof MSOffice
 Discussthe benefitsof MicrosoftOutlook
Resourcesto beUsed
 Computer SystemswithMSOffice
Ask
 Whatisthemostfrequentactivitythatyoudoonthecomputer?
 Doyouknowhowtomakepresentationsonthecomputer?
Say
 GiveabriefintroductionofMSOfficeasgivenintheParticipantHandbook.
 Discussthemostpopularofficeproducts.Explaininbrieftheirapplication,benefitsandworking.
 Microsoft Word is a word processing program that allows for the creation of documents. The program s
i
equippedwithtemplatesforquickformatting.Therearealsofeaturesthatallowyoutoaddgraphics,tables,
etc.
 Microsoft Excelisatoolforaccountingandmanaginglargesetsofdata.Itcanalsosimplifyanalysingdata.Itis
alsousedtocreatechartsbasedfromdata,andperformcomplexcalculations.ACellisanindividualdatabox
whichwillhaveacorrespondingColumnandRowheading.Thisgivesthecellaname,referredtoastheCell
Reference.Therecanbemultiplepagesineachworkbook.Eachpage,orsheet,iscalledaWorksheet.When
youopenanewExcelfile,itautomaticallystartsyouwiththreeworksheets,butyoucanaddmore.
Explain
 Explainthe workingand frequently usedfeaturesof Officeon areal system.
Ask
 Whatdoyouknowaboute-mails?
 Doyouhaveanemailid?
 Howoftendoyoucheckyoure
-m
ails
?
Say
 Communication is vital for every business. The fastest and the safest way to communicate these days are 100
through emails. MS Outlook helps to manage your emails in abetter wayand also offers ahost of other
benefits. 95
 Discuss“WhyChooseMicrosoftOutlook?”withtheparticipantsasgivenintheParticipantHandbook. 75
25
0
124
Do
 Asktheparticipantstoassembleinthecomputerla
b
.
 ExplaintheworkingofOutlookonarealsystem..
Demonstrate
 Demonstratehowtocreateemailid.
 Demonstratehowtowritenewmails,sendmails.
 DemonstratehowtouseMSOfficeapplicationtocreatealetterandsenditasattachmentinane
mail.
 DemonstratehowtouseotherMSOfficeapplications.
Practical
 Givesomehandsonpracticeexercises
 Group the participants for the activity depending on the batchsizeandthe number of computer systems
availableinthelab.
Summarize
100
95
75
25
0
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FacilitatorGuide
UNIT7.2.3:E-Commerce
UnitObjectives
 Identify different typesofe-commerce
 Listthe benefitsof e-commercefor retailersandcustomers
 DiscussDigitalIndiacampaignwill help booste-commerceinIndia
 Describehowyouwill sellaproduct or serviceon ane-commerceplatform
Resourcesto beUsed
 Computer Systemwithinternet connection
Ask
 How many of youhavedone shoppingonline?
 Can youname atleast five shoppingwebsites?
 What isthe product that youmostfrequently buyonline?
 Whydoyoudoshoppingonline instead ofgoingtothemarket?
Say
 Giveabriefintroductionof“WhatisE-commerce”.Refertothe ParticipantHandbook.
 E- commerceemergedin theearly1990s,anditsusehasincreasedatarapidrate. Today,manycompanies
selltheirproductsonline.Everythingfromfood,clothes,entertainment,furnitureandmanyotheritems can
bepurchasedonline.
Ask
 What other typesof transactionshaveyouperformed on the internet other than buying products?
Say
 Giveexamplesof e-commerceactivitiesfrom ParticipantH
a
n
d
b
o
k
.
TeamActivity
E-commerceexamples
 Instructtheparticipantstolistsomeofthepaymentgatewaysthattheyhaveusedfore-commerceactivities.
 Givethem5minutestomakethislist.
 Discusspaymentgatewaysandtransactionthroughpaymentgateways. 100
 Conclude the discussion by mentioning howimportant e-commercehasbecomein our dayto day 95

transactions.
75
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Say
 E-commerceactivitiescanbeclassifiedbasedonthetypesofparticipantsinthetransaction.
 Discuss“TypesofE-commerce”fromtheParticipantHandbook.
Do
 DiscussalltypesofE-commercebygivingexamplesandnamesofsomepopularwebsiteswhichuseth
e
m.
 Makethediscussioninteractivebyaskingtheclasstosharesomepopulare-commercesitesofeachtype.
Say
 E-commerceactivitiesbringahostofbenefitsforboth,retailersandcustomers.
 DiscussbenefitsofE-commercefromtheParticipantHandbook.
Explain
 Themajority of the population that usesE-commerceactivitieslivesin tier-1 andtier-2 cities. Toencourage
theuseofdigitalmoneyintier-3and4areas,PMMr.Modilaunchedthe“DigitalIndiaCampaign”.
 Discuss“DigitalIndiaCampaign”fromtheParticipantHandbook.
 By Digital India project the government will deliver services via mobile connectivity and in doing so, s
i
expectedtobringtheinternetandbroadbandtoremotecornersofthecountry.Thisconnectivitywillinturn
enhancee-commerceactivitiesalso.Furthermore,theIndianGovernmentisalsomodernizingIndiaPostand
aimstodevelopitasadistributionchannelfore-commercerelatedservices.
Say
 NowletusdiscusshowtosellaproductusingE-commerce.
 Everyproduct hasto be sold on aplatform on the internet. Thinkof it asashop that you haveto sell your
product.Nowthisshopcanbeyourownorsharedorrented.Iftheshopisyourownorrentedtherewillbe
onlyyourproductsinthatshop.Iftheshopisshared,therewillbeproductsofmultiplesellersinthatshop.A
commonexampleisadepartmentalstorewhichhasproductsfrommultiplebrandsintheshop.
 Similarly,inE-commercetheshopisthewebsitewhereyourproductsaredisplayed.Ifitisyourownwebsiteit
willexclusivelyshowcaseyourproducts.Inthiscasethecostthatyouwillincurwillbe:
 Developingthewebsite
 Hostingthewebsite
 Maintenanceofthewebsite
 If yourentawebsiteit willalsoshowcaseyourownproductsbutthedevelopment,hostingandmaintenance
partsgoestotheowner.Thissavestimeandthecosttomanagetheseactivities.
 Smallercompaniesusuallygoforrentingawebsiteandthebiggeronesdeveloptheirownwebsite.
 Theconceptof sharedplatformshasbecomeverypopularinrecenttimes.Inthisplatformthesellershaveto
register and then they cansell their goods on acommonplatform. Amongthe most popular of these are
Amazon,Myntra,Flipkart,etc.
100
RolePlay 95
 Telltheparticipantstochooseaproductorservicethattheywanttosellonline. 75
 Tellthem to writeabrief note explaininghowthey will useexistinge-commerceplatforms, or createanewe

-
commerceplatformtoselltheirproductorservice.
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FacilitatorGuide
Ask
 Howmuchmoneyareyoucarryingin yourwallet?
 Doyou haveacredit/debitcard?
 Howdo youmakepaymentswhiledoing onlines
h
o
p
in
g
?
Say
 Demonetization hasmadecarryingcashin the walletvery difficult. People either shopthrough cardsor s
m
o
e
otherformofdigitalmoney.
 Sowhatdoyouthinkisdigitalmoney?
 In thisform the moneyisboth paidandreceiveddigitally.Thereisno hard cashinvolved. It isaninstant a
n
d
convenient waytomakepayments.
 Therearevarioustypesofdigitalpayments.Letusdiscusssomeoftheminbriefhere.
 Thefirst oneisthe mostcommonlyusedsystemi.e. the cards.Debit card, credit card,prepaidcard, all fall
under thiscategory.
 Thenisthe e-wallet or the mobilewallet.Thishasbecomethe mostusedform of digital moneyafter
demonetization.ExamplesarePaytm,statebankbuddy,Freecharge,etc.
 Many other formsof digital moneyarealsocomingup in marketlikemobileapps, Aadhar cardb
d
e
s
a
payment,etc.
Do
 Demonstratehowto makeandreceivepaymentsthrough digital modelslikePaytmandstatebankbuddy.
Ask
 Whydo youthinkpeoplehavestartedusingdigital moneyinstead of hardcash?Isdemonetization th
e
only
reason?
Say
 Digitalmoneygivesalotofadvantagesovertheconventionalhardcash.Someofthemare:
 Digitalpaymentsareeasyandconvenient.Youdo not need to takeloads of cashwithyou, amobile
phoneoracardwillsuffice.
 Withdigitalpaymentmodes,youcanpayfromanywhereanytime.
 Digitalpaymentshavelessrisk.
Summarize
 Closethediscussionbysummarizingtheimportanceofe-commerceanddigitalmoney. 100
95
75
25
0
128
Notes
100
95
75
25
0
129
FacilitatorGuide
100
95
75
25
0
130
UNIT7.3: MoneyMatters
KeyLearningOutcomes
1. Discusstheimportanceofsavingmoney
2. Discussthe benefitsof savingmoney
3. Discussthe maintypesof bankaccounts
4. Describethe processof opening abankaccount
5. Differentiatebetween fixedandvariable costs
6. Describethe maintypesof investment options
7. Describethe different typesof insuranceproducts
7. Describethe different typesof taxes
9. Discussthe usesof onlinebanking
10. Discussthe maintypesof electronicfundstransfer
100
95
75
25
0
131
FacilitatorGuide
UNIT7.3.1: PersonalFinance– Why toSave?

UnitObjectives
 Discussthe importance of savingmoney
 Discussthe benefitsof savingmoney
Resourcesto beUsed
 ParticipantH
k
o
b
d
n
a
Ask
 Howmanyofyousavemoney?
 Whydoyoufeeltheneedtosaveit?
 Doyouplanyoursavings?
 Wheredoyoukeepthemoneyyousave?
 Howdoyouusethemoneythatyouhavesaved?
Example Example
 Let'slook atthesetwo examples:
Example1:
SuhaniworksinagoodcompanyandearnsRs.30,000month.Shealwayssaves5000permonthandkeepsit
asideasapersonalsaving.Shekeepsthemoneyathomeandhassavedquitealot.Onedayhermotherhasa
medicalemergencyandhastobetakentothehospital.Herfamilyisworriedabouttheamounttheyhaveto
spendforthetreatment.Itwillcostthematleast40,000.
Suhanisaystellsherfamilynottoworryandthatshehasabout50,000,whichshehassavedoverthemonths.
Example2:
JasmeetworksinthesamecompanyandearnsthesameasSuhani.Sheisveryfondof shoppingandspends
mostofhermoneyonbuyingnewclothes.Attheendofthemonth,sheisalwaysaskingherfatherformoney
asherpayisfinished.
Ask
 Whodoyouidentifywith–SuhaniorJasmeet?
 HowdoyouthinkSuhanimanagestosavemoneywhichJasmeetisunabletod
o
?
Say
Weshould alwayssetasidesomeandsavesomemoneyfrom our monthlypay.Thefuture isunpredictable.
100

Savingmoneynotonlygivesyouasenseoffinancialsecuritybutitcanbeusedincaseofemergencies. 95
 Discuss“ImportanceofSaving”withtheparticipantsasgivenintheParticipantHandbook. 75
Ask
 What arethe benefitsof saving money? 25
 What doesbeingfinanciallyindependent meanto you? 5
0
132
Say
 Discuss“BenefitsofSaving”withtheparticipantsasgivenintheParticipantHandbook.
 Nowlet uscontinuewithSuhani'sstory.Suhanihastold herfamilynottoworryandthatshehasa
b
o
u
t 50,000,
whichshehassavedoverthemonths.ThefamilyishappyaboutSuhani'sdecisionof savingmoney, which
willbeofgreathelpforthemnow.
Suhaniisgoingto the hospital todayto paythe first instalmentfor the treatment.Suddenlyfinds only 35,000 in
hercashboxwhenshecountsanddoesnotrememberusingit.Shehasnotkeptanyrecordandnowsheisupset.
Ask
 WasitagooddecisionbySuhanitosaveapartofherearningseverymonth?
 Wasitawisedecisiontokeepallhersavingsascashinacashbox?
 Couldshehavemanagedtosavemoneyinabetterandmoreeffectivem
a
n
e
r?
 Doyouwanttolearnhowtosavemoneyanduseiteffectively?
Say
 Let'slearn personalsavingwiththe help of agroup activity.
TeamActivity
PersonalFinance-Whytosave
 Thisactivityhastwoparts:
PART1 WAYS
TOSAVEMONEY
 You are earning 30,000/- per month. You have recently changed your job and have to move to a
metropolitancity.Youarenowlivingasapayingguestpaying10,000/- permonth.Yourotherestimated
expendituresliketravel,food,recreationwouldbearoundRs.17,000permonth.
 Makealistofdifferentwaystosavemoney.
PART 2
HOW WILL YOU USE THEMONEY
 Afterayearhowmuchhaveyoubeenabletosave?
 Howwillyouusethemoneythatyouhavesaved?
Do
 Dividetheclassintogroupsoffour.
 Instructtheparticipantstothinkandpreparealistofthevariouswaystheycansavemoney.
 Oncedone,instructthemtothinkofhowtheycouldusethemoneytheyhavesaved. 100
Keepacheckontime.Tellthegrouptowindupquicklyiftheygobeyondthegiventimelimit.
95

75
Activity De-brief
 Whatwerethedifferentwaysyoucouldsavemoney?
 Howmuchmoneywereyouabletosave? 25
 Howwill youusethe moneyyouhavesavedin one year? 5
0
133
FacilitatorGuide
Say
 Discussthe importance of personalfinanceandwhyit isimportant to savemoney.
Summarize
Youcansummarizethesessionbydiscussing:
 Theimportance ofsavingmoney.
 Waysto savemoney.
 Howthemoneysavedcanbeusedfordifferentp
u
rp
o
s
e
.
100
95
75
25
0
134
UNIT7.3.2: Typesof BankAccounts,OpeningaBankAccount

UnitObjectives
 Discussthe maintypesof bankaccounts
 Describethe processof opening abankaccount
Resourcesto beUsed
 Accountopening sampleforms
Ask
Howmanyofyousavemoney?
Where do you keepthe moneyyou save?
Howmanyof youhaveabankaccount? 
What typeof accountdo youhave?
Example Example
 Let'slook atthe given example:
Reenaisinthethirdyearof collegebutintheeveningshegivestuitionsforchildrenlivinginhercolony.She
earns15,000/-permonth.Asherstudentsstayindifferentpartsofthecity,shehastowalkalot.
Tosavetime,shedecidestobuyasecondhandscooterforherself.Butshehastosavemoneyforit.Herclass
mateadviseshertoopenarecurringdepositaccountinthebank.
Shegoestothebankclosetoherhome.Thepersonalmanagergiveshersomeformstofill. Sheisconfused
asshehasneverdonethisbefore.Hereldersisterhasanaccountinthesamebank.Sheasksforhelpfromher
sister.Shegoestothebankthenextdaywithhersister.Thepersonalbankergivesheralistofdocumentsthat
shewillneedto submitwiththeformfor openinganaccount.Thebankeradvisesherto opena6months
recurringdeposit.
Ask
 Doyoutrytosavemoneymonthlybuthavetospenditonunforeseenexpenditure?
 Haveyoueverthoughtofdepositingyoursavingsinabank?
Say
 Beforeopeningabankaccount,youneedtoknowthetypesofaccountswehaveinIndia.
 Discuss“TypesofBankAccounts”withtheparticipantsasgivenintheParticipantH
a
n
d
b
o
k
. 100
Ask
95
75
 Cansomeonesaywhatarethe different typesof bank accounts?
25
0
135
FacilitatorGuide
Say
 Let'slearn about the different typesof bankaccountsthrough anactivity.
TeamActivity
 Dividetheclassinfourgroups.
 Labelthegroupsassavingsaccount,currentaccount,recurringaccountandfixedd
e
p
os
it.
 Onachartpaper,askthemtowritethekeypointsoftheiraccount.
Activity De-brief
 Askeachgroup to presentthe keypointsof their account.
Say
 Nowthatyouknowaboutthefourdifferenttypesofaccounts,let'slearnhowtoopenabankaccount.
 Discuss“OpeningaBankAccount”withtheparticipantsasgivenintheParticipantHandbook.
 Discuss “Tips” that the participants should keepin mindwhileopening a bankaccountasgiven in th
e
ParticipantHandbook.
Ask
 Whatarethemaindocumentsrequiredforopeningabankaccount?
 Whataresomeimportantpointstoaskthebankpersonnelwhileopeninganaccount?
Say
 MentionofficiallyvalidKYCdocuments(refertotheParticipantHandbook)
 Now,let'sunderstandtheprocedureofopeningabankaccountthroughanactivity.
TeamActivity
OpeningaBankAccount
 Thisactivityisdoneingroups.
 Dividetheclassingroupsoffourorsix.
PART 1
FILLING A BANK ACCOUNT OPENINGFORM
 Youhavetofillabankopeningform.
 Youcanrefertothesection“OpeningaBankAccount”ofyourHandbookforreference.
 Listallthestepsthatyouwillberequiredtofillintheform.
 Listthedocumentsthatyouneedsforfillingtheform.
 Nowfillintheform. 100
Activity De-brief 95
How did you design the form? 75
 Whatalldetailsdidyoufillintheform?
 What wereyourKYCdocuments?
25
 Howwouldthisactivity help youin future?
5
0
136
Do
 Instructtheparticipantstoreadthesection“OpeningaBankAccount'oftheParticipantH
a
n
d
b
o
k
.
 Giveeachgrouponesampleaccountopeningform.
 Givetheparticipants5minutestoreadtheform.
 Givethem15minutestofillit.
 Assistthembyexplainingeachcategoryandhowtofillit.
 Tellthegrouptowindupquicklyiftheygobeyondthegiventimelimit.
Summarize
Note:
 Youcansummarizetheunitthrougharoleplay.
 Apersonwantingtoopenanaccountinthebank.
 Whatistheprocedurethathewillgothrough?
 Discussthekeypointsofdifferenttypesofbankaccounts.
 Howtoselectthetypeofaccount
 Howtofilltheaccountopeningform.
 Asampleaccountopeningformisgiveninthefollowingpageforreference.Useitfortheactivityinthec
la
s.
SampleBankAccountOpeningform.
XXXBank
Photograph
SAVING BANK ACCOUNT OPENINGFORM
AccountNo.: Date:
Nameof theBranch
Village/Town
SubDistrict/ BlockName
District
State
SSACode/ WardNo.
VillageCode/ TownCode Nameof Village/ Town
Applicant Details:
Full Name Mr./Mrs./M First Middle LastName
s.
MaritalStatus
NameofSpouse/Father
NameofMother 100
Address
PinCode 95
TelNo.Mobile DateofBirth 75
AadhaarNo. PanNo.
MNREGAJobCardNo.
Occupation/Profession 25
AnnualIncome
No. of Dependents 5
0
137
FacilitatorGuide
100
95
75
25
0
138
UNIT7.3.3: Costs:Fixedvs.Variables:
What areFixedandVariable Costs?
UnitObjectives
At the endof thisunit, participants will beable to:
 Differentiatebetween fixedand variablecosts
Resourcesto beUsed
 Participant H
k 
o
b
d
n
a
Blank sheets of paper
 Pens
Ask
 What iscost?
 Will atelephonebill fall under the categoryof afixedor variable cost?
Say
 Discuss:FixedandVariablecostwithexamples.Letusdo asmallactivity.
TeamActivity
Identifythetype ofcost
1. Rent
2. Telephonebill
3. Electricitybill
4. Machinery
5. Insurance
6. Officesupplies/Rawmaterials
7. Employeesalaries
7. Commisionpercentagegiventosalespersonforeveryunitsold
9. Creditcardfees
10. Vendorbills
Do
 Dividetheclassintotwogroups. Readoutthelistofcostsgivenintheactivity.
 Readout eachitem from the costlist and askthe groups in turns to identify whetherit isafixedor variable 100
cost.
95
75
25
0
139
FacilitatorGuide
Say
 Wesawthat your utility bills likerent, electricity, telephoneetc.areall fixedcostsbecauseyouhaveto payit
everymonth.
 Variablecostsisanexpensewhichvarieswithproductionoutput or volume.Forexamplecommission,raw
materialetc.
 Discuss“Cost:Fixedvs.variables”withtheparticipantsasgivenintheParticipantHandbook.
 Illustratetherelationbetweenthecostswithagraph.
TotalCosts
`
VariableCosts
FixedCosts
Units
 Let'slearn the difference betweenfixedand variable costwiththe help of anactivity.
TeamActivity
Fixedvs.VariableCosts
 Youwanttostartyourownentrepreneurbusiness.
 Statethetypeofbusinessyouwanttostart.
 Listdownallthecostorrequirementsforyourbusiness.
 Howwillyoudifferentiatebetweenthefixedandvariablecost.
ActivityDe-brief
 Whatisthetotalcostofyourbusiness?
 Whatarethefixedcosts?
 Whatarethevariablecosts?
 Howdidyoudifferentiatebetweenthefixedandvariablecosts?
Do
 Dividetheclassintosmallgroupsof4or6.
 Giveeachgroupasheetofpaper.
 Telltheparticipantsthattheyhavetostarttheirownentrepreneurbusiness. 100
 Askthemthetypeofbusinesstheywanttostart.
95
 Instructthemtodifferentiatebetweenthefixedandthevariablecostsofthebusinesstheywanttostart.
Givetheparticipants15minutestodiscussandwrite.
75

25
0
140
Summarize
 Note:Youcansummarize theuniteitherbyhavingaroleplaybetween a consultantanda b u
d
in
gentrepreneur
explainingthedifferencesbetweenfixedandvariablecostsorbydiscussingthekeypointsof theunit.
 Answersfortheactivity-Identifythetypeofcost
1. Rent (Fixed)
2. Telephonebill (Fixed)
3. Electricitybill (Fixed)
4. Machinery (Fixed)
5. Insurance (Fixed)
6. Officesupplies/Rawmaterials (Variable)
7. Employeesalaries (Fixed)
8. Commisionpercentagegiventosalespersonforeveryunitsold (Variable)
9. Creditcardfees (Variable)
10. Vendorbills (Variable)
100
95
75
25
0
141
FacilitatorGuide
UNIT7.3.4: Investments,InsuranceandTaxes
UnitObjectives
Atthe endof thisunit, participants will beableto: 
Describethe maintypesof investment options 
Describethe different typesof insurance products
Describethe different typesof taxes
Resourcesto beUsed
 ParticipantH
k
o
b
d
n
a
Ask
 Askthe participants-“What do youseefirst thing in whenyougetyour mobilebill? Apartfrom the amount
andduedatedoyouhavealookatthetaxesyouarebeingbilledfor?
 Whydoyouthinkpeoplegettheircarsinsuredorhaveamedicalinsurance?
 Youhavesavedmoneyandwanttoinvestit,howwouldyoudecidewhatisthebestinvestmentforyourmoney?
Example Example
 Let'shavealook atafews
c
e
n
ario
s
.
Ranbirhassoldhishouseanddepositedthemoneyinhisbank.HisCharteredAccountanttellshimthathe
will haveto re-investthemoneyotherwisehewill haveto paycapitaltax.What iscapitaltaxandhowisit
differentfromincometax?
JasmeetandAnupareblessedwithababy girl. Theydecideto haveaninsurancepolicy that will mature

whentheirdaughterisreadytohighereducation.
Shivaniisworkinginacorporateofficeandgettinggoodpay.Shewillhavetopayincometaxsoshedecidesto
investhermoneyintaxsavingschemes.Shegoestothebankmanagertodiscussthebestproductsinwhich
shecaninvest.
Say
 Discussthe Investment,InsuranceandTaxesasgivenin the ParticipantH
a
n
d
b
o
k
.
Ask
 Howdo investments, insurancesand taxesdiffer from eacho
th
e
r?
Say 100
 Let'slearn the differencesbetweenthe three by having anactivity. 95
Say 75
 Wewill haveaquiz today.

25
0
142
TeamActivity
 Theactivityisaq
u
iz
.
Do
 Dividetheclassintogroupsofthreeandgiveanametoeachgroup
 Explainthe rules of the quiz. Foreachcorrectanswerthe group gets1mark.If the group isunable to answer
thequestionisrolledovertothenextgroup.
Explainthe purpose and duration of the activity. 
Onthe blackboardwritethe namesof the groups.
Askthe questions of thequiz.
 Keepascoreforthe groups.
 Setguidelinespertainingtodisciplineandexpectedtasks.
Summarize
 Summarizethe unit by discussingthe keypointsandanswering question
NotesforFacilitation
Questionsforthequiz
1. What arebonds?
Bonds areinstrumentsused bypublicand privatecompanies toraise largesums ofmoney.
2. Who issuesthebonds?
Privateandpubliccompanies issuethebonds.
3. Whyarebonds issued?
Toraise largeamount ofmoneyas itcannot beburrowed fromthebank.
4. Whoisthebuyerofstocksandequities?
Thegeneralpublicisthebuyer.
5. WhattypesofschemeistheSukanyaSamriddhiScheme?
SmallSaving Scheme
6. Whatisthedifferencebetweenmutualandhedgefunds?
Mutual funds are professionally managed financial instruments that invest the money in different securities
on behalfofinvestors.Hedgefunds investinboth financialderivativesand/orpubliclytradedsecurities.
7. Whyisaloantakenfromthebanktopurchaserealestate?
Tolease orselltomakeprofiton appreciatedpropertyprice.
8. Namethetwotypesofinsurances?
LifeInsurance and Non-lifeorgeneralinsurance
9. Whichinsuranceproductoffersfinancialprotectionfor15-20years? 100
TermInsurance
95
10. Whatisthebenefitoftakinganendowmentpolicy? 75
Itoffersthedualbenefitofinvestmentand insurance.
11. Mr.Dasgetsmonthlyreturnononeofhisinsurancepolicies.Namethepolicy?
Money BackLifeInsurance
25
0
143
FacilitatorGuide
12. WhatarethetwobenefitsofaWholeLifeInsurance?
Itoffersthedualbenefitofinvestmentand insurance
13. Whichpolicycoverslossordamageofgoodsduringtransit?
Marine Insurance
14. Afterwhatdurationistheincometaxlevied?
Onefinancialyear
15. Whatislongtermcapitalgaintax?
Itis thetaxpayableforinvestmentsheldformore than36 months.
16. Namethetaxthatisaddedwhilebuyingshares?
SecuritiesTransaction Tax
17. Whatisthesourceofcorporatetax?
Therevenueearned bya company.
18. Namethetaxwhoseamountisdecidedbythestate?
VATorValueAddedTax
19. YouhaveboughtaT.V.Whattaxwillyoupay?
SalesTax
20. WhatisthedifferencebetweencustomdutyandOCTROI?
Custom duty is the charges payable when importing or purchasing goods from another country. OCTROI is
leviedon goodsthatcrossborders withinIndia.
100
95
75
25
0
144
UNIT7.3.5: Online Banking,NEFT,RTGS,etc.

UnitObjectives
 Discussthe usesof onlinebanking
 Discussthe maintypesof electronicfunds transfer
Resourcesto beUsed
 Computer Systemwithinternet connection
 Debitcard
Ask
 Whenwasthelasttimeyouvisitedabank?
 Howdoyoupayyourbillforelectricityandtelephone?
 Haveyouevertried to transfermoneyfrom onebankaccountto another bankaccountusingthe o
n
lin
e
banking
facility?
Say
 Mostof usleadabusylife. Timehasbecomemoreimportantthanmoney.Inthisbusyschedulenooneh a
stime
tostandinbankqueues.That'swhereOnlineBankingcomesin. Onlinebankingorinternetbanking means
accessingyourbankaccountandcarryingoutfinancialtransactionsthroughtheinternet.
 Discuss“Whatisonlinebanking?”fromtheParticipantHandbook.
 Therearevariousadvantagesofonlinebanking:
 Itsavestime,asyouneedtovisitthebranch..
 Youcanconductyour bankingtransactionssafelyandsecurelywithout leavingthe comfortof your
home.
 OnlineBankingalsogivesyouroundtheclockaccess.
 OnlineBankingmakesitpossibleforyoutopayyourbillselectronically.
Do
 Showthemhowtheycanusetheinternetbanking.
 Usethe computer systemandshowthe demovideos on howto useinternet bankingprovided on most
bankingsites.the computersystem.
 Telltheclassthevariousfeaturesofonlinebanking:
 Throughtheirwebsiteset-upyouronlineaccount.
 Chooseasecureusernameandpassword. 100
 Set-up yourcontactinformation. 95
 Onceyourinformationisverified,youaregoodtogo.
75
 Onceyouentertheportalexploreallthefeaturesandlearnyourwaythroughtheportal.
 Discussaboutmaintainingthesecurityoftheonlineaccount.
25
0
145
FacilitatorGuide
Say
 One of the biggest advantage that online banking offers, asdiscussed earlier, is transferring money from o n
e
account to another. This transaction is called electronic funds transfer. Electronic transfers are processed
immediatelywiththetransferredamountbeingdeductedfromoneaccountandcreditedtotheotherinreal
time,thussavingtimeandeffortinvolvedinphysicallytransferringasumofmoney.
 Discuss“ElectronicFundsTransfer”fromtheParticipantHandbook.
Do
 Discusshowtotransfermoneyfromoneaccounttoanotherusingonlinebanking(NEFT/RTGS,etc.).
 Illustratewithanexample.
Summarize
 Closethediscussionbysummarizingtheaboutonlinebanking.
 Asktheparticipantsiftheyhaveanyquestionsrelatedtowhattheyhavetalkedaboutsofar.
100
95
75
25
0
146
Notes
100
95
75
25
0
147
FacilitatorGuide
100
95
75
25
0
148
UNIT7.4: Preparing for Employment &SelfEmployment

KeyLearningOutcomes
1. Discussthestepstofollowtoprepareforaninterview
2. Discussthe stepsto createaneffectiveResume
3. Discussthe mostfrequently askedinterviewquestions
4. Discusshowto answerthe mostfrequently askedinterviewquestions
5. Identify basicworkplaceterminology
100
95
75
25
0
149
FacilitatorGuide
UNIT7.4.1: InterviewPreparation:
Howto Preparefor anInterview?
UnitObjectives
 Discussthe stepsto follow to prepare for an interview
Resourcesto beUsed
 ParticipantH
k
o
b
d
n
a
Ask
 Haveyoueverattendedan interview?
 Howdid youprepare beforegoingfor aninterview?
Say
 An interview is a conversation between two or more people (the interviewer(s) and interviewee) where
questionsareaskedbytheinterviewertoobtaininformationfromtheinterviewee.
 Itprovidestheemployerwithanopportunitytogathersufficientinformationaboutacandidateandh
e
lpthem
selecttheidealcandidate.
 It also provides the interviewee with an opportunity to present their true potential to the employer, b
u
ild
confidenceandhelpmakeadecisionaboutthejobbyaskingquestionsregardingdesignation,salary,perks,
benefits,promotions,transfers,etc.
 Let'sdoanactivitytounderstandhowtoprepareforinterviewsbetter.
Activity1
 Introducing Yourself
Do
 Selectaparticipantandaskhim/hertoanswerthefollowingquestions:“Whatcanyoutellmeaboutyourself.”
 Givetheparticipantatleastoneminutetospeak.
 Oncehe/she isdone, askthe restof the participantwhatthey gathered about the participantwhowas
providinginformation.
 Nowrepeattheexercisewithfiveotherparticipants.
Ask
 Whatinformationyoushouldincludewhenyouaredescribingorintroducingyourselfinaninterview? 100
 Whatinformationyoushouldnotincludewhenyouaredescribingorintroducingyourselfinaninterview? 95
75
25
0
150
Say
 Tellthe participants that whenaninterviewerasksyouto saysomething about yourself,he/she isnot a
k
s
in
gyou
topresentyourlifehistory.
 Introduction should beshortand crisp, andshould presentyou in apositivelight. It should include th
e
following
points:
 Anyworkexperiencethatyoumighthave
 Abriefsummaryofyoureducationalqualifications
 Yourstrengthsandachievements
 Anyspecialprojectsthatyoumighthavebeenpartof
 Thefollowingtopicsshouldbeavoidedduringanintroduction:
 Detaileddescriptionofyourfamily(unlessyouarespecificallyaskedtodoso)
 Toomuchinformationaboutyourweaknesses
 Informationthatisnottrue
Do
 Congratulateeachparticipantforsharingtheirpoints.
Activity2
 Planningthe right attire
Do
 Describe2individualstotheparticipants.Oneiswearingacasualt-shirt,jeans,andslippers.Hehasn
o
tcombed
hishairandneitherhashetrimmedorshavedhisbeard.Theotherindividualisdressedformallywith ashirt
andpant,andiswell-groomed.Hehasalsowornformalshoesandabelt.Asktheparticipantswhich person
wouldtheyprefertohireintheirorganizationandwhy?
Summarize
 Closethediscussionbydiscussing'howtoprepareforaninterview'asdiscussedintheParticipantH
a
n
d
b
o
k
.
 Youcanaddthefollowingpointstoit:
 Tellthe participants to createapositiveandgood impression in aninterview.It isimportant for themto
prepareforaninterviewbeforehand.
 Theintervieweranalysesnot only your technicalknowledgein relation to the job, but alsowhetheror
notyouareafitfortheorganization.
 Everyemployerlooksatthewholepackageandnotjustoneortwothingsinisolation.Therefore,theway 100
youdressandthewayyoupresentyourselfisalsoimportantalongwithyourskillsandtalents.
 Theparticipantswillgetonlyonechancetocreateagoodfirstimpression. 95
75
25
0
151
FacilitatorGuide
UNIT7.4.2: Preparing anEffectiveResume:

Howto CreateanEffective Resume?
UnitObjectives
 Discussthe stepsto createaneffective Resume
Resourcesto beUsed
 ParticipantH
k
o
b
d
n
a
 Blankpapers
 Pens
Ask
 When preparingfor aninterview, whatarethe mostimportant thingsthat youneed to d
o
?
 What documentsdo youcarrywithyou, whenyougofor aninterview?
 What isaresume?
 Whydo youneed aresume?
Say
 Resumeisnotjustasheetofpaperwithyourqualificationsprintedonit.
 Itisasellingtoolthatwillhelptheemployertoseehowandwhatyoucancontributeforcompany.
 Talkaboutthestepsinvolvedincreatinganeffective/attractiveresumesdiscussedintheParticipantHandbook.
 Nowlet'spreparearesumetounderstandtheprocessinabetterway.
Do
 Givethedetailsoftheactivity.
 Instructthemtoreadtheactivitycarefully.
 Theparticipantisexpectedtomakeanattractiveresumebasedontheinformationprovided.
 Givetheclass25-30minutestostudythecaseandcreatearesume.
 Attheendof30minutes,theparticipantsshouldexchangetheresumewiththepersonsittingnexttohimorher.
 Everyparticipantwillevaluatetheresumepreparedwiththeirfellowparticipants.
Say
 Doyouthinkthecandidateshouldapplyforthejobpostingdescribedintheadvertisement?
100
 Wehavealreadydiscussedthestepsinvolvedincreatinganeffective/attractiveresumes.
Nowlet'spreparearesumeforthecandidatedetailsgivenintheactivity.
95

75
25
0
152
Activity
Case StudyAnalysis
 In the first sectionof the activity, youarebeing giventhe information about acandidatewhoisa
p
ly
in
gfor a
particularjob.
 In the secondsection,youarebeinggiventhe detaileddescription of the job posting.Createaresumefor
thecandidatetoapplyforthejobposting.
 Usetheinformationthathasbeenprovidedaboutthecandidatetocreatethisresume.
CandidateDetails
NipeshSinglawasbornon20thApril, 1988inChandigarh,India.Hecurrentlyresidesat1XX7,SectorXXD,
Chandigarh –160018. Hismobile number is 988XXXXX01,and e-mail [email protected].
Nipesh attended middle and senior school at Government Boys Senior Secondary School, Sector 15,
Chandigarh.Hehasbeenaverytalentedboysinceschool.Hewasfondof paintingandwatchingoldHindi
movies.Aspartofaschoolcharityprogram,hevolunteeredatthechildren'shospitalduringhissenioryears.
InJuly2007,hejoinedWestwoodSchoolofHotelManagement,ZirakpurtopursueadiplomacourseinHotel
ManagementandCatering.Aftercompletingthiscourse,hejoinedXYZGroupofHotelsasaHousekeeping
internin June2010for sixmonths.Inthisrole, hewasresponsiblefor cleanlinessandmaintenanceof one
floor in the hotel. Taking advantage of his strong interpersonal skills, he also got opportunities to make
housekeeping arrangements for corporate meetings. While pursuing education, he gained working
knowledgeofMicrosoftWord,Excel,AccessandPowerPoint.
Nipeshisdetail-oriented,flexibleandadaptable.Hehassuccessfullyworkedwithadiverseworkforce.He
gelled well with his peers, both in college and during his internship. After completing the internship, his
objective has been to find a job opportunity where he can use his skills and experience. Backed by
experience,heisconfidentabouthisskillsashousekeepingassistant.
JobPosting
*DoyouseeyourselfasaHOUSEKEEPINGSUPERVISOR?
What'syourpassion?Whetheryou'reintocricket,readingorhiking,atIHGweareinterestedinYOU.AtIHG,
weemploypeoplewhoapplythesameamountofcareandpassiontotheirjobsastheydointheirhobbies-
peoplewhoputourguestsattheheartof everythingtheydo.Andwe'relookingformorepeoplelikethisto
joinourfriendlyandprofessionalteam.
THELOCATION:
Atthemoment,wearelookingfor HOUSEKEEPINGSUPERVISORtojoin our youthful anddynamicteamat
Holiday Inn Amritsar, Ranjit Avenue in Amritsar, Punjab (India). Holiday Inn Amritsar is ideally located in
Amritsar'scommercialdistrictonRanjitAvenuewiththeworldfamousGoldenTemplelocatedonlyashort
distance away. Sparkling chandeliers mark an incomparable arrival experience as you escape to the
welcomingenvironmentthatis,HolidayInnAmritsar.Thefreshinternationalbrandtocelebrateandexplore
Amritsar.
Salary: Negotiable Industry:Travel/ Hotels/ Restaurants
/ Airlines/ Railways Functional Area: Hotels,
Restaurants Role Category: Housekeeping Role:
Housekeeping Executive/Assistant.
100
DesiredCandidateProfile Friendly,pleasant 95
personality,Service-oriented. 75
Youshould ideally beGraduate/ Diplomaholder in HMandatleast2yearsof experienceasasupervisor in
goodbrandwithgoodcommunicationskills,Englishisamust.
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FacilitatorGuide
Inreturnwe'llgiveyouacompetitivefinancialandbenefitspackage.Hoteldiscountsworldwideareavailable
aswellasaccesstowidevarietyof discountschemesandthechancetoworkwithagreatteamof people.
Mostimportantly,we'llgiveyoutheroomtobeyourself.
*PleasegetintouchandtellushowyoucouldbringyourindividualskillstoIHG.
Education-
UG:AnyGraduate/Diplomaholder
PG:PostGraduationNotRequired
Say
 Now,let's sharethe resumewiththe fellowparticipantsittingnextto youand evaluateeachother's
effort.
Do
 Congratulateeachparticipantformakingtheirfirstattempttowardscreatinganeffectiveresume.
 Asafollowupactivity,youcansuggestthemtopreparetheirownresumeandshowittoyouthenextday.
Summarize
 Closethediscussionbyshowingsomeeffectiveresumesamplestothecandidates.
 Asktheparticipantswhattheyhavelearntfromthisactivity.
 Keepprintedcopiesoftheactivityreadyforthesession.
 Putdownthesuggestedformatoftheresumeontheboardwhileexplainingthestepsinpreparingaresume.
 Dochecktheparticipants'resumeandsuggestnecessarychanges.
 Suggestedexampleforthe casepresented:
NipeshSingla #1XX7,
SectorXX-D Chandigarh-
160018 MobileNo: 91-
988XXXXX01
E-mail:[email protected]
Objective: Seekinganopportunity to usemyinterpersonalskillsandexperienceto contributeto your

company'sgrowth,profitabilityandobjectives.
100
Professionalstrengths:
 Proficientinhousekeeping 95
 Experiencedinandcapableofworkingwithadiverseworkforce 75
 Teamplayerandfriendlyinnature
 Successfulworkinginamulti-culturalenvironment
25
0
154
 Detailoriented,flexible,andadaptable
 KnowledgeofMicrosoftWord,Excel,AccessandPowerPoint
Educationalbackground:
 DiplomainHotelManagementandCatering,WestwoodSchoolofHotelManagement,Zirakpur
 HighSchool,GovernmentBoysSeniorSecondarySchool,Sector15,Chandigarh
Professionalinternships:
 HousekeepingIntern,XYZGroupofHotels,NewDelhi(June2010– August2010)
 Responsibleforcleanlinessandmaintenanceofonefloorinthehotel.
 Gotopportunitiestomakehousekeepingarrangementsforcorporatemeetings.
VolunteerWork:
 Studentvolunteeratchildren'shospitalinChandigarh.
NipeshSingla
100
95
75
25
0
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FacilitatorGuide
UNIT7.4.3: InterviewFAQs
UnitObjectives
 Discussthe mostfrequently askedinterviewquestions
 Discusshowto answerthe mostfrequently askedinterviewquestions
Resourcesto beUsed
 ParticipantH
k
o
b
d
n
a
Say
 Tellthe participants youwill provide themwithinterviewsituationandquestions andthey haveto try to
answerthem.
 Tellthemyouwillalsoexplainthedifferentwaystoapproachthesequestions.
Do
 Dividetheclassinpairsandasktheparticipantstoperformaroleplay.
 Onepartnerwillplaytheroleoftheinterviewerwhiletheotherwillplaytheroleoftheinterviewee.
 Tellthemtheinterviewercanstarttheinterviewbyaskingtheintervieweetointroducehimself/herself.
 Callallthepairsonebyoneinfrontoftheclasstoenacttheroleplay.
 Followthesamepatternforallothersituations.
 Timeallottedforeachsituationis8-10minutes.
 Congratulateeachparticipantforgivingtheirinput.
 Asktheclasstoapplaudeachtimeateamhascompletedtheirroleplay.
RolePlay
Conductaroleplayforthesituationgiven.
Situation1
 Theinterviewerwillstartbyaskingtheintervieweeafewgenericquestionssucha
s
:
 Whatisyourname?
 Tellmesomething aboutyourself?
 Canyoutellmesomethingaboutyourfamily?
 Then,theinterviewerwillbluntlyaskthefollowingquestions:
 Howdoyouexplainthishugetimegapinyourresume?
 Whatisthereasonforthis? 100
 Weren'tyoulookingforajoborisitthatnooneselectedyou? 95
75
25
0
156
Say
De-brief:
 Whenyouputinformationonyourresume,youshouldbepreparedtoansweranyquestionsaboutit.
 Bepresentandfocusedonthequestionsbeingaskedtoyou.
 Onewayof tacklingthe blunt questionsisto tell the interviewer you did not comeacrossan o
po
rtu
n
itywhereyou
weresufficientlysatisfiedwithboththeremuneration offeredaswellastheprofile. Therefore,youwaited
fortherightopportunitytocomealongwhilelookingforanidealjob.
RolePlay
RolePlay–Situation2
 Theinterviewerwillstartbyaskingtheintervieweeafewgenericquestionssuchas:
 Whatisyourname?
 Then,attheendoftheinterview,asktheinterviewee:
 Thereare over 200people whohaveappliedfor thisjob, somewithexcellentworkexperience. Why
shouldIhireyou?
Say
De-brief:
 Thereisnothing wrongwithstating your strengthsand achievements.However,do not come across a
s
arrogantortooboastful.
 Youneed showthe intervieweethat youhaveunique skillsor talentsto contributeto the company.T
e
h
interviewerneedstoknowhowyoustandapartfromtherestofthecrowd.
 Tellthe intervieweryouare looking forward to workingwiththe companyand that you areahard-working
individual.
RolePlay
 Whatisyourname?
 Then,leanforward,claspyourhandsonthetableandinasoftvoiceasktheinterviewee:
 Didyoueverexperienceanyneglectordisregardfromyourpreviousoffice?Inotherwords,didyouever
sufferbecauseyourofficeorteamdisplayedfavouritism?
Say 100
95
De-brief:
 Keepthisinmind:Donotcriticizeanyoneduringaninterview. 75
 Youarefree to expressyour opinion, however,your language, answers,body language, and the tone of your
voiceshouldremainconstructiveandneutral.
 Sincecriticismwillshowyouinnegativelight,youshouldkeepyouranswershonestyetdiplomatic. 25
 Youcantacklesuchquestionsbysaying,“Igotalongwellwithmostofmyfacultyandpeers.”
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FacilitatorGuide
RolePlay
s
:
 Whatisyourname?
 Thenverybluntlyasktheinterviewee:
 Howlongdoyouplantostaywiththiscompanyifyouareselected?
 Afterthecandidateresponds,asksarcastically:
 Doyouseriouslymeanthat?
Say
De-brief:
 Don'tprovideunrealandidealisticanswers.
 Youranswersshould behonest yetdiplomatic.In asituationlikethis, the interviewerdoesnot expectyouto
provide aspecifictimeline.
 Youcansaysomething like,“I wouldliketo staywiththe companyaslongasI cancontributeconstructively
anddevelopasanemployee,withintheorganization,professionallyandfinancially.”
RolePlay
 Whatisyourname?
 Askhim/herhowimportanthe/shethinksitistobepunctualinthecorporateworld.
 Afterhe/sheanswers,lookupsternlyattheintervieweeandinacrispvoice,say:
 Youwerelateforthisinterviewby10minutes.Thatsurelydoesnotseemtobeinlinewithwhatyoujust
said?
Say
De-brief:
 Politelyapologizeforbeinglate.
 Youcanaddsomething suchas,“I assureyouthisisnot ahabit”. All your future actionsshould bein linew
ith
this statement.
 Avoidgiving anyexcuses.
 Youmightfeel obligated to provide ajustificationfor your tardiness,but the interviewerisnot interested in 100
that.
95
 Donotoverapologize.Oncethisresponseisoutoftheway,turnyourfocusbacktotheinterview.
75
25
0
158
RolePlay
s
:
 Whatisyourname?
 Afteraskingafewacademicorjob-relatedquestions,asktheinterviewee:
 Ifyougetthisjob,whatsalarypackagedoyouexpectustogiveyou?
Say
De-brief:
 If there isno wayfor youto avoidthisquestion, respondto the interviewerby providing areasonable a
n
d
well-
thoughtoutsalaryrange.
RolePlay
s
:
 Whatisyourname?
 Then,bringingtheinterviewtoaclose,asktheinterviewee:
 Doyouhaveanyquestionsforme?
Say
De-brief:
 Askrelevantquestions.
 Don'tbombardtheinterviewerwithquestions.
 Ifyouhavequestionsabouttheresultoftheinterview,youcanlimityourquestionsto1or2.Keepthems
h
o
rtand
relevantlike:
 WhenwillIbeinformedabouttheresultsoftheinterview?
 Whataretheworkinghours?
 Willthejobrequiremetotravel?
Explain
 Telltheparticipantstobepreparedforansweringdifferenttypesofquestionsinaninterview.
 Staycalmandfocused, and takeamomentto thinkabout howyoushould respond. Alwaysmaintaina
confidenttone.
100
 Evenif youdon't intend to, your body languageconveysyour levelof discomfortwithaparticularquestion. 95
Trytokeepyouractions,tone,andgesturesneutral. 75
 Maintainyourcomposurewhileansweringpersonalquestion.
25
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FacilitatorGuide
Do
 Tellalltheparticipantstoformpairsagain.
 Tellthemtousethefollowinglistoffrequentlyaskedinterviewquestionstoconductmockinterviews.
 Theywilluseallorsomeofthesequestionstoconductmockinterviewswiththeirpartners.
 Onepartnerwillplaytheroleoftheinterviewerwhiletheotherwillplaytheroleoftheinterviewee.
 Aftertheyarethroughaskingandansweringthequestions,theroleswillbereversed.
 Thesamelistofquestionswillbeusedagain.
 Aftereachmockinterviewasktheinterviewertoprovidefeedbackandclearanydoubtsthatmaya
ris
e
.
 Timeallottedforeachsituationis30-35minutes.
Activity
MockInterviewQuestions
MockInterviewQuestions
Tellmesomething about yourfamily.
What qualitieswouldyoulook for in aManageror aSupervisor?
Why did youapply for thisjob?
What do youknowabout this company?
Howdo youdealwith criticism?
Howdo youplanto strikeagood work-lifebalance?
Where do youseeyourselffive yearsfromnow?
Haveyouappliedfor jobs in other companies?
What kind of salarydo you expectfrom this job?
Doyouhaveanyquestions forme?
Summarize
 Closethediscussionbydiscussingthequestionsinthebothactivities.
 Asktheparticipantswhattheyhavelearnedfromthisactivity.
100
95
75
25
0
160
UNIT7.4.4: WorkReadiness– TermsandTerminology

UnitObjectives
 Identify basicworkplaceterminology
Resourcesto beUsed
 ParticipantH
k
o
b
d
n
a
 Chartpapers
 Blanksheetsof p
a
e
r
 Pens
Ask
 What do youunderstandby workplace terminology?
 Areoffer letter andcontractof employment the s
m
a?
e
Say
 Let'sstart thisunit withanactivity.
TeamActivity
Workplaceterminology
 Thisisagroup activityconductedin three p
a
rts
.
Part 1
SheilareceivedacallfromtherecruiterofMNDCompany.Beforesheisrecruitedbythecompany,thinkof
the recruitment processshewill haveto gothrough. Startfrom the telephone callto signing her letter of
acceptance.Writedownallthewordsthatcometoyourmind.
ActivityDe-brief
 Havetheparticipantsreadoutthewordstheyhavewritten
 Encouragealltheparticipantstoparticipateintheactivity
Do
Dividetheclassintosmallgroupsof4or6.
 Instructtheparticipantsthattheywillbedoingabrainstormingactivity.
 Givethemonechartpapereach.Tellthemtodividethechartintwoparts.
Instructthemthattheyhavetouseonehalfofthechartpapernow.Theotherhalfwillbeusedlater.  100
Theparticipantshavetowriteallthewordsthatcometotheirmindrelatedtotherecruitmentprocess. 95
 Givethem10minutestodotheactivity.
75
 Tellthemthattherearenorightorwronganswers.
 Keepatrackofthe time.
25
0
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FacilitatorGuide
Say
 Youallknowquiteafewwordsrelatedtothetermsusedintheoffice.
 Letustalkaboutsomenewtermsthathavebeenmissedout.
 Discuss“WorkReadiness–TermsandTerminology”withtheparticipantsasgivenintheParticipantHandbook.
Ask
 Why isit important to knowthe workplaceterms?
 Howdo theyhelp?
 Canthe wordsbecategorisedfurther?
Say
 Let'snowcontinuethe activity.
TeamActivity
Terms andTerminology
 Thisisagainagroup activity. Themembersof the group remainthe sameasin Activity1
.
Part 2
Withthehelpofthenewtermsyouhavelearned,makeaflowchartofthehiringprocessofMNDCompany.
ActivityDe-brief
 Askthegroupstosharetheflowchartsandthenewtermstheyaddedwhilepreparingtheflowchart.
Do
 Instructtheparticipantsthattheyhavetousethe2ndhalfofthesamecharttheyhadusedbefore.
 Usingthe newterminologyand the termsthey had previouslywrittenon the chart,they haveto makeaflo
w
chartofthehiringprocessoftheMNDCompany.
 Givethem10minutesforthisactivity.
Say
 Let'sgoaheadwiththe activity.
TeamActivity
Terms andTerminology
 Theactivitycontinues withthe samegroup members.
100
Part 3
SheilanowworksfortheMNDCompany.Sheisnotawareof thecompanycultureandpolicies.Shegoesto 95
theHRDepartmenttogetherdoubtsclarified.Canyouthinkofthetermsforwhichshewantsclarity?Make
alistofthosewords.
75
ActivityDe-brief
 Askthegroupstosharetheirlistofwords.Someofthewordsarebenefits,comp.time,deduction,employee 25
training,holidays,lay-off,leave,maternityleave,mentor,notice,paternityleave,andtimesheet.
5
0
162
Do
 Instructthe participants to identify the keytermsanemployeeof acompanyshould know.Theycanuseth
e
samechartpaperforthisactivity.
 Givethem5minutesforthisactivity.
Summarize
 Note: Youcaneither summarizethe keypointsof the unit or havearole playwhereanemployeehasjust
joinedacompanyandtheHRManagerexplainsthetermsofemployment.
100
95
75
25
0
163
FacilitatorGuide
100
95
75
25
0
164
UNIT7.5: UnderstandingEntrepreneurship
KeyLearningOutcomes
1. Discusstheconceptofentrepreneurship
2. Discusstheimportanceofentrepreneurship
3. Describethecharacteristicsofanentrepreneur
4. Describethedifferenttypesofenterprises
5. Listthequalitiesofaneffectiveleader
6. Discussthebenefitsofeffectiveleadership
7. Listthetraitsofaneffectiveteam
8. Discusstheimportanceoflisteningeffectively
9. Discusshowtolisteneffectively
8. Discusstheimportanceofspeakingeffectively
11. Discusshowtospeakeffectively
12. Discusshowtosolveproblems
13. Listimportantproblemsolvingtraits
14. Discusswaystoassessproblemsolvingskills
15. Discusstheimportanceofnegotiation
16. Discusshowtonegotiate
17. Discusshowtoidentifynewbusinessopportunities
18. Discusshowtoidentifybusinessopportunitieswithinyourbusiness
19. Explainthemeaningofentrepreneur
20. Describethedifferenttypesofentrepreneurs
21. Listthecharacteristicsofentrepreneurs
22. Recallentrepreneur successstories
23. Discussthe entrepreneurialprocess
24. Describetheentrepreneurshipecosystem
25. DiscussthepurposeoftheMakeinIndiacampaign
26. Discusskeyschemesto promoteentrepreneurs
27. Discusstherelationshipbetweenentrepreneurshipandriskappetite
28. Discusstherelationshipbetweenentrepreneurshipandresilience
29. Describethecharacteristicsofaresiliententrepreneur
30. Discusshowtodealwithfailure
100
95
75
25
0
165
FacilitatorGuide
UNIT7.5.1: ConceptIntroduction (Characteristicof an

Entrepreneur,typesof firms/ typesof
enterprises)
UnitObjectives
Discussthe conceptofentrepreneurship
Discussthe importance of entrepreneurship 
Discussthe characteristicsof an entrepreneur
Describethe different typesof enterprises
Resourcesto beUsed
 ParticipantH
k
o
b
d
n
a
Say
 Let'sstart thissessionwithsomeinteresting questions about Indianentrepreneurs.
TeamActivity
QuizQuestions
1. WhoisthefounderofRelianceIndustries?
DhirubhaiAmbani
2. WhoistheChairmanofWiproLimited?
AzimPremji
3. Wholaunchede-commercewebsiteFlipkart?
SachinBansaland BinnyBansal
4. WhoisthefounderofPaytm?
VijayShekharSharma
5. WhoisCEOofOLACabs?
BhavishAggarwal
6. Who isthe founder of Jugnoo? Samar
Singla(autorickshawaggregator)
7. WhoisthefounderofOYORooms?
BhavishAggarwal
Do
 Tellthemthatyouwillaskthemfewquestionsaboutafewentrepreneurs. 100
 Dividetheclassintotwogroups.
95
 Inturnsaskthequizquestionstothegroups.
Iftheanswerisincorrectpassthequestiontotheothergroup.
75

 Sharetheanswerifthegroupsarenotabletoanswer.
 Congratulate the participants whoansweredcorrectly. 25
0
166
Ask
 What do youunderstandbyentrepreneurs?
 What isthe importance of entrepreneurshipin today's scenario?
 What do youthinkarethe characteristicsof successfulentrepreneurs?
 What aredifferent typesof enterprisesthat anentrepreneur in Indiacanownandru
n
?
Say
 Talkabout entrepreneurs,importance of entrepreneurship, characteristicsof successfulentrepreneurs,a
n
d
differenttypesofenterprisesinIndiaasdiscussedintheParticipantHandbook.
 Tellthe participants,storiesof successfulIndianentrepreneurs-their struggles,the momentsof heartbreak,
the perseverance andtriumph.
 Askthemiftheyknowofanysuchentrepreneur.
Summarize
 Closethe discussionby summarizingabout the opportunities for entrepreneurs in In
d
ia
.
 Checkout different Governmentschemesfor smallentrepreneurs. Sharethe information withthe
participants.
 YoucantellthemaboutthegovernmentwebsiteslikeStartUpIndia,mudra.org.inetc.
 DiscussaboutvariousschemesandpoliciesbytheGovernmentofIndiaforentrepreneurs.
100
95
75
25
0
167
FacilitatorGuide
UNIT7.5.2: LeadershipandTeamwork
UnitObjectives
 Listthe qualitiesof aneffectiveleader
 Discussthe benefitsof effectiveleadership
 Listthe traitsof aneffectiveteam
Resourcesto beUsed
 Participant H
k 
o
b
d
n
a
 Pens
Do
 Showthepicturegivenbelowtotheclass.
 Askthemtoquicklywriteonapieceofpaperwhatcomestotheirmindafterseeingthepicture.
 Nowaskthem,“Whatdoyouunderstandfromthispicture?”
 Encourageparticipantstosharetheirthoughts.
Say
 Thispicturedepictsthequalitiesofaleaderandthedifferencebetweenaleaderandaboss.
 Abossfocusesonstructureandinspiresfearwhereasaleaderfollowsvisionandgeneratesenthusiasm.
 Abossblamesemployeesforthebreakdownwhereasaleaderfixesbreakdowns.
 Abossdependsonauthoritywhereasaleaderdependsongoodwill.
 Abosssays“I”andaleadersays“We.”
 Abossdrivesemployeeswhereasaleadercoachesthem.
 Abosstakescreditwhereasaleadergivescredit.
100
Say 95
 Talkabout leadership andleadership qualitiesfor anentrepreneur asdiscussedin the ParticipantH

a
n
d
b
o
k
. 75
Ask
25
 Why isit important for aleaderto beeffective?Howdoesit help the organization?

5
0
168
Say
 LetusdiscussbenefitsofeffectiveleadershipasdiscussedintheParticipantHandbook.
 “Out-of-the-box thinking” isoneof the newleadership styles.It meansthinkingdifferently and from anew
perspective.
Ask
 Doyou consider yourselfateam player?
TeamActivity
LongChain
Do
 Dividetheclassinto2teams.
 Askeachteamto createa chain usingmaterials they havein classsuch asshoe laces, belts,paper,
handkerchief, ribbons,etc.
 Theteamthatcreatesthelongestchainwinsthegame.
 Observeiftheparticipantsareinteractingwiththeirteamorworkinginisolation.
 Shareyourobservationswiththeclass.
Say
De-brief:
 Whatdidthewinningteamdodifferently?
 Whowasresponsibleforthewinningteam'ssuccess?
 Howdoesthisactivityexplaintheroleofteamworkinentrepreneurials
u
c
e
?
s
Say
 Telltheclassthatboththeteamsperformedwell.
 Discuss that the objective of thisactivity wasto open communicationchannelsandhowthishasb
e
n
achieved.
 Theparticipants should aimto keepthe communicationchannelsopen wheninteracting withtheir peersa
n
d
teammembers.
 Itwillsetthepaceandenthusiasmrequiredforalltheensuingteamworkactivities.
 Talkabout teamworkandimportance of teamworkin entrepreneurial successasdiscussedin the Participant
Handbook.
Summarize
100
 Closethediscussionbysummarizingabouttheimportanceofteamworkforemployees.
95
 Teamworkhelpsinreducingstressfortheemployees.
Teamworkhelps employersin generating morenumber of solutions to aproblemanddeveloping
75

improved communicationamongstemployees.
 Asktheparticipantswhattheyhavelearnedfromtheseexercises. 25
5
0
169
FacilitatorGuide
UNIT7.5.3: Communication Skills: Listening&Speaking:

TheImportance of ListeningEffectively
UnitObjectives
 Discussthe importance of listening effectively 
Discusshowto listeneffectively
 Discussthe importance of speakingeffectively
 Discusshowto speakeffectively
Resourcesto beUsed
 ParticipantH
k
o
b
d
n
a
Activity1
Activity–ChineseWhisper
Step1: Formacircle.
Step2:Startawhisperchain.Anyoneparticipantwillwhisperamessageintohis/herneighbour'sear.Noone
elsemusthearthemessage.Themessagecanbeseriousordownrightsilly.
Step3: Thenextpersonwhofirst heardthe messageshould whisper the messagevery quickly to the person
sittingnexttothem.
Step4:Thegamegoesonuntilthelastpersonsayswhatevertheyheardoutloudandthefirstpersonreveals
the realmessage.
Comparethem andhaveagreatlaugh!
Ask
De-briefquestions:
 Wastheoriginalmessagethesameasthemessagethatiscommunicatedattheendofthegame?
 Whydoyouthinktherewasadifferenceinthemessages?
Say
 No,theoriginalmessagewasnotsameattheendofgame.
 Thebarriersto communicationlikelanguage, disturbance andnoise,poor listening skills,boredom, p
o
r
speakingskills,etc.arethepotentialreasonsthishappens.
 Therearevariousaspectsto communication. Speakingskillsandlistening skillsaretwomajorcomponentsto 100
anycommunication.Thereisalwayssomeroomforimprovementinthewaywecommunicate.
 Itisimportanttoaccepttherealityofmiscommunicationandworktominimiseitsnegativeimpacts. 95
75
25
0
170
Say
 Communicationisatwo-wayprocesswherepeopleexchangeinformationorexpresstheirthoughtsa
n
d
feelings
 Itinvolveseffectivespeakingandeffectivelistening.
 IfIgotothestoretogetbread,Iexchangemoneyforthebread.Igivesomethingandgetsomethinginreturn.
Communication takes place in the same manner. You have to provide and receive information for
communicationtotakeplace.
Ask
 Howoftendoyouhearthesestatements?
 “You'renotlisteningtome!”
 “Whydon'tyouletmefinishwhatI'msaying?”
 “Youjust don'tunderstand!”
 Whatdoyouthinktheotherpersonistryingtoconveytoyouthroughthesesentences?
 WewillnottalkabouttheimportanceoflisteningeffectivelyasdiscussedintheParticipantH
a
n
d
b
o
k
.
Say
 Let'splayagameto understandeffectivelistening processbetter.
Do
 Thisisaclassactivity.
 Theparticipantsneedtoanswerthequestionstheyhear.
 Instructthemtolistencarefully.
 Youwillreaditatastretchandifneedberepeatitoncemore.
 Telltheparticipantstoraisetheirhandiftheyknowtheanswertothequestionasked.
Activity2
Riddles:
Isthereanylawagainstamanmarryinghiswidow'ssister?
Ifyouwenttobedateighto'clockatnightandsettheclock'salarmtoringatnineo'clock,howmanyhoursof
sleepwouldyouget?
Dothey havea26thof JanuaryinEngland?
If youhad only onematchandentered adarkroom that hadakerosenelamp,oil heater,and awoodstove,
whatwouldyoulightfirst?
TheDelhi Daredevilsandthe ChennaiSuperKingsplayfive IPLmatches.Eachwinsthree matches.Nomatch
wasatieordispute.Howisthispossible?
100
Therewasanairplanecrash.Everysinglepersondied,buttwopeoplesurvived.Howisthispossible?
95
If anairplanecrasheson the border of twocountries, wouldunidentified survivorsbeburied in the country

75
theyweretravellingtoorthecountrytheyweretravellingfrom?
Amanbuildsanordinary housewithfour sidesexceptthat eachside hasasouthernexposure. Abearcomes
tothedoorandringsthedoorbell.Whatisthecolourofthebear?
25
0
171
FacilitatorGuide
Answers:
There'snolawagainstamanmarryinghiswidow'ssister,butitwouldbetheneatesttrickinthebooksinceto
haveawidow,themanwouldhavetobedead.
You'dgetonehour'ssleepsincealarmclocksdonotknowthedifferencebetweenmorningandnight.
Oh,yes.Theyhavea26thofJanuaryinEngland.Theyalsohavea27th,a28th,andsoon.
Firstofall,youwouldlightthematch.
WhosaidtheDelhiDaredevilsandtheChennaiSuperKingswereplayingagainsteachotherinthosegames?
EverySINGLEpersondied,butthosetwoweremarried.
Youcan'tburysurvivorsunderanylawespeciallyiftheystillhaveenoughstrengthtoobject.
Thebear that rangthe doorbell wouldhaveto beawhitebear.Theonly placeyoucould build ahousewith
foursouthernexposuresisattheNorthPolewhereeverydirectionisinSouth.
Ask
De-briefquestion:
 Whatwerethebarriersthatcameintoyourwayoflistening?
 Howcanyouovercomebarrierstolistening?
Say
 Thereisadifferencebetweenhearingandlistening.
 Ifyoudon'tlistenproperly,themessagemaybemisunderstood.
 Beopen-mindedwhilelisteningtosomeone.
 Itisimportanttolisteneffectivelyandcarefullywithoutmakinga
s
u
mp
tio
n
s
.
Activity3
ElevatorPitch:
Youare in the lift of a hotel and you bumped into your former client who is afamous businessman. He has
financedalot of smallbusinessventuresandcanfinanceyournewstart-uptoo.Afterexchangingpleasantries,
heasksyouwhatyournewcompanydoes.Youopenyourmouth,andthenpause.Wheredoyouevenbegin?
Then,asyoutrytoorganizeyourthoughts,hismeetingiscalled,andheisonhisway.If youwouldbeenbetter
prepared,you'resurethathewouldhavestayedlongenoughtoscheduleameetingwithyoutoo.
Ifyouweregivenanotherchance,whatwouldyouhavesaidtothisperson?
Do
 Start off the taskby providing abeginning sentenceto getthe story started,andthen goaroundth
e
classroom
gettingeachonetoaddanewsentencetokeepthestorygoing.
100
 Thistaskshouldbedonespontaneouslyallowingonlyalittletimetothink(30seconds). 95
 Forexample:Therewasonceastudentwhowaslookingforajobaftergraduation. 75
25
0
172
 Telltheparticipantstofollowthesestepstocreateagreatpitch,butbearinmindthatyou'llneedtovaryyour
approachdependingonwhatyourpitchisabout.
1. Identify YourGoal: Startbythinkingabouttheobjectiveofyourpitch.Forinstance,doyouwanttotell
thepotentialclientsaboutyourorganization?Doyouhaveagreatnewproductideathatyouwantto
pitchtoanexecutiveordoyouwantasimpleandengagingspeechtoexplainwhatyoudoforaliving?
2. Explain What You Do: Start your pitch by describing what your organization does. Focus on the
problemsthatyousolveandhowyouhelppeople.Askyourselfthisquestionasyoustartwriting:what
doyouwantyouraudiencetoremembermostaboutyou?Keepin mindthatyourpitchshouldexcite
youfirst.Afterall,if youdon't getexcitedaboutwhatyou'resayingneitherwillyouraudience.People
maynotremembereverythingthatyousay,buttheywilllikelyrememberyourenthusiasm.
3. Communicate Your USP: Your elevator pitch also needs to communicate your unique selling
proposition or USP.Identify what makesyou, your organization or your idea unique. You'll want to
communicateyourUSPafteryou'vetalkedaboutwhatyoudo.
4. Engage with a Question: AfteryoucommunicateyourUSP,youneedto engageyouraudience.Todo
this,prepareopen-endedquestions(questionsthatcan'tbeansweredwitha"yes"or"no"answer)to
involvethemin the conversation.Makesurethat you're ableto answeranyquestionsthat heor she
mayhave.
5. Put it all Together: Whenyou'vecompletedeachsectionof yourpitch,putit alltogether.Then,readit
aloud and use a stopwatch to time how long it takes. It should be no longer than 20-30 seconds.
Remember,theshorteritis,thebetter!
Example:
Here'showyourpitchcouldcometogether:
"My company deals with cloth retail online business and we use various e-commerce platforms to sell our
products.Thismeansthatyoucandoshoppingwitheaseandspendtimeonotherimportanttasks.Unlikeother
similarcompanies,wehaveastrongfeedbackmechanismtofindoutexactlywhatpeopleneed.Thismeansthat,
onaverage,95percentof ourclientsarehappywithourproducts.So,howcanyouhelpusincreatingourown
webportal?
6. Practice: Likeanythingelse,practicemakesperfect.Remember,howyousayit isjustasimportant as
whatyousay.Ifyoudon'tpractice,it'slikelythatyou'lltalktoofast,soundunnaturalorforgetimportant
elements of your pitch. Set agoal to practice your pitch regularly. The more you practice, the more
naturalyourpitchwillbecome.Practiceinfrontofamirrororinfrontofcolleaguesuntilthepitchfeels
natural.
Summarize
 Closethe discussionby summarizinghowto speakeffectively asdiscussedin the ParticipantH
a
n
d
b
o
k
.
100
95
75
25
0
173
FacilitatorGuide
UNIT7.5.4: ProblemSolving&NegotiationSkills
UnitObjectives
 Discusshowto solveproblems
 Listthe important problemsolvingtraits
 Discusswaysto assessproblemsolvingskills
 Discussthe importance of negotiation
 Discusshowtonegotiate
Resourcesto beUsed
 ParticipantH
k
o
b
d
n
a
Ask
 What isa'problem'?
 Whatdoyouthinkaretheproblemsyoumayfaceintheprocessofbecomingasuccessfulentrepreneur?
Say
 DiscussthedefinitionofproblemasgivenintheParticipantHandbook.
 Inahurdleracethehurdlesaretheobstaclesonthewaytoreachyourgoal.
 Similarly,obstaclesarethe hurdles youmayfacewhilereachingyour goal i.e. to set-upyourownb
u
s
in
e
s
.
Yourgoalwillbetoreachthefinishinglineaftercrossingthesehurdles.
Ask
 Whatdoyoudowhenyoufaceaproblem?
 Howdo youresolveit? Youcanpickexamplesfrom the question askedpreviously'the problemsthey arelikely
tofaceintheprocessofbecomingasuccessfulentrepreneur'.
Say
 Discusshowto solveproblemsasgivenin the ParticipantH
a
n
d
b
o
k
.
TeamActivity
 Thegroupswillsolvetheproblemandcomeupwiththebestsolutionineachcase.
1. Unabletoarrangeforsomeextrafinanceforsettingupabeautyparlour.Theloansanctionedanddisbursedis
notenough.Youhavetriedallyourcontacts,friendsandrelatives.Butunabletomanagetheextraamount. 100
Bankwillnotsanctionmoreamountasyouhaveusedupthecompletesanctionlimit.
2. Youhave rented aspacefor your business and all arrangements are done. Youwill be operating from the 95
officespacerentedintwodays.Nowtheownercomesuptoyouandsayshewantstoselltheplaceandwants 75
youtovacatein15days.
3. Youhavejustsetupyourbusinessandneedextrahumanresource.Youhavetriedinvieingafewalsotiedup
withanagencyforgettingtherightcandidate.Butyouareunabletogettherightcandidate.Ifthecandidateis 25
good,youcannotofferthesalarydemanded.Ifthecandidateagreestothesalary,he/shehasotherdemands
likeworkinghourstobereduced,leavesetc.whichmaynotworkforyoursetup. 5
0
174
Do
 Dividetheclassintothreegroups.Giveonescenariotoeachgroup.
 Askthegroupstobuildonthescenarioandpresenttheirsolutionasaroleplay.
Say
De-briefquestions:
1. What wastheproblem?
2. Isthereanyotheralternativesolution?
3. Isthisthebestsolutionpresented?
Ask
 Trytothinkof somepeoplearoundyouwhoareabletosolveproblemsveryeasily.Evenyouoryourfrie
n
dsmight
beapproachingthemwhenthereisaproblem.Whatqualitiesdotheyhave?Whatpersonalitytraitsdo such
peoplepossess?
Say
 Discussthe important traitsfor problem-solvingasgiven in the ParticipantH
a
n
d
b
o
k
.
Ask
 In order to build asuccessfulorganization,youneed to hire people whopossessgood problemsolving skils.
Howwouldyouassessthelevelofproblemsolvingskillsofpotentialcandidatesbeforehiringthem?
Say
 Discusshowto assessfor problem-solvingskillsasgivenin the ParticipantH
a
n
d
b
o
k
.
Summarize
 Asktheparticipantsthethingsthattheyhavelearntsofar.
 Summarizethediscussiononproblemsolving.
Activity
 The activity is to organise an election event. Select three volunteers from the group. They have to
give a
speechontheirelectionmanifestototheclass.Theyhavetonegotiatewiththefellowparticipantsand
convincethemtovoteforthem.Thebestnegotiatorwillwintheelection.
100
Do 95
 Askthreeparticipantstovolunteerfortheactivity. 75
 Setguidelines pertaining to discipline andexpected tasks.
25
0
175
FacilitatorGuide
Ask
 Out of the three contestants,whomwouldyousupport?Why? What did they sayor do whichconvincedyou
to makeyourdecision?
 Haveyouevertriedtonegotiateinyourpersonalorprofessionallife?
 Asktheclasstosharesomeoftheirexperienceswheretheyhavebeenabletostrikeadealbynegotiating.
Say
 Discuss“What isNegotiation?” asgiven in the ParticipantH
a
n
d
b
o
k
.
Ask
 Why isit important to negotiate?Asanentrepreneur,wheredo youthinkthat negotiationskillswill b
e
needed?
Say
 Discussthe importance of negotiationwhilestarting abusinessasgiven in the ParticipantH
a
n
d
b
o
k
.
Say
 Discussthe important stepsto negotiateasgivenin the ParticipantH
a
n
d
b
o
k
.
RolePlay
 Conductaroleplayactivity.
 Asktheparticipantstoassembletogether.
Do
 Dividethemintogroupsoffour(4)(dependingonthebatchsize).
 Givethemthehand-outsforroleplayscenarios.
 Twogroupstobegivenscenariosonproblemsolving.
 Othertwogroupstobegivenscenariosonnegotiation.
 Thegroupswillbuildonthescenariosandpreparefortheroleplay.
 Givethegroupsatleast5minstodiscussandbereadywiththeroleplay.
 Inviteeachgrouponebyonetocomeandpresenttheirroleplay.
ProblemsolvingScenario1
AvinashhasaMobileRepairStoreinAllahabad.Hisoutletisoneofthemostpopularoneinthevicinityand 100
hehasgreatrapportwithhiscustomers.Heisalwayswell-dressed,jovialandfullofenergy.
95
It'saround11AM,whenacustomerbargesintotheshopandstartsshoutingatAvinashforgivingherback
the instrument whichisstill not working. Thescreenof her mobile isalsocrackedfrom one side. Avinash 75
rememberedthoroughlycheckingthehandsetbeforehandingitovertothecustomer.Thecustomer
threatenstosuethecompanyandtogotoConsumerCourtforcheatingher.
25
0
176
ProblemsolvingScenario2
Youarerunningasuccessfulsmallscalebusiness,ShreejiAggarbattis,.Yourstaffmembersdodoortodoorselling
andorganisemarketingcampaignsinlocalmarkets.Yourbrandhasestablishedit'snameinlastfewyears.
Recently,lotofcustomershavebeencomingtoyouandlodgingcomplaintsthatyourstaffmembersindulge
inmalpractices.Fewof theminformedyouthatastaffmemberengagedtheminafriendlyconversation.In
themeanwhile,theothergavethemlesserpacketsofaggarbattisthantheypaidfor.
Anothersetofcustomerslodgedcomplaintaboutthemisconductandrudebehaviourofaparticularstaffmember.
Youoftenhearfromyourcustomersthattheordersdon'tgetdeliveredontimeorwrongproductsgetdelivered.
Youhavealready beenstrugglingwith shortage of staff and suchcomplaints are aseriousconcernasit is
hamperingyourbrandimage.Whatstrategieswillyouadopttosolvethisproblem?
Negotiation Scenario1
Youhaveinterviewedaprospectivenewemployeewhocouldbeakeymemberof yournewentrepreneurial
venture.Thenewpersonisdemandingasalarythatis20%higherthanyouthoughtbasedonyourbusiness
plan.Financesaretight,yetyoubelievethispersoncouldmakeasignificantimpactonfutureprofits.If you
paidtherequiredsalaryforthenewperson,thenyouwouldhavetorestructureyourentirebusinessplan.
You'vebeensearchingfor anindividualwiththisskilllevelforthreemonths.tothecandidateiswaitingfor
yourresponse.Nowyouhavetocallhimintomakethefinalnegotiations.
Negotiation Scenario2
You are a young entrepreneur who has just registered his start up project and applied for a bank loan
accordingly.Youreceivealettersayingthatyourloanapplicationhasbeenrejectedasyourstartupideadid
not appeal to the bank and they think that it is not a revenue generating model. You have taken an
appointmenttomeetthemanagerandshowyournegotiationskillstogetyourloanapproved.
Facilitating Role Plays
Preparingfortheactivity
1. Carefullyreviewthedetailsofthescenarioandthecharacterdescriptions.
2. Becomefamiliarwiththekeyissuesbeingaddressedinthescenario.
3. Studythe provided material sothat youareready to addressissuesrelatedto the situations depictedin the
role-plays.
4. Anticipateandknowhowtoaddressissuesparticipantsmightraiseduringtheactivity.
Conducting theactivity
1. Introduce the activity. Emphasizethat role-playing provides participants withanopportunity to apply their
newknowledge,skills,andtoolsinsituationsthatsimulateactualinteractionswithcustomers.
2. Askparticipants to form pairs.Directthe membersof eachgroup to choosewhowill playthe roles. Remind
thegroupsthateachparticipantshouldbegiventheopportunitytoplay/practicethedifferentroles.
3. Conductademonstration sothat participants becomefamiliar withthe expectationsrelatedto the rolesand
supportmaterials.
4. Givethepairs/groups10to15minutestoconducttherole-play(dependingonthedurationofthesession). 100
5. Afterallthegroupshavefinishedwiththerole-play,conductadebriefingsessiononeachrole-play.
95
6. Askthe groups to takefive minutes to talk about whathappened during the role-play. Thegroups should
discuss the questions given in the debriefing for each role-play. Encourage participants to provide 75
constructivecriticismduringtheirdiscussions.
Summarize 25
 Wrap the unit up after summarizingthe keypointsand answering questions. 5
0
177
FacilitatorGuide
UNIT7.5.5: BusinessOpportunity Identification:

Entrepreneurs and Opportunities
UnitObjectives
 Discusshowtoidentifynewbusinessopportunities
 Discusshowtoidentifybusinessopportunitieswithintheirb
u
in
s
e
s
Resourcesto beUsed
 Participant H
k 
o
b
d
n
a
 Pens
Ask
 Howdoesanentrepreneuridentifyanopportunity?
 Whatdoyouthinkarethecommonqueriesorconcernsfacedbyentrepreneurs?
 Howcanyouidentifynewbusinessopportunity?
Say
 Let's talk about opportunity, common queries or concerns faced by entrepreneurs, idea asan opportunity,
factorstoconsiderwhenlookingforopportunities,waystoidentifynewbusiness,andopportunityanalysis
asdiscussedinParticipantHandbook.
 Let'sdoanactivitytounderstandwaystoidentifybusinessopportunitieswithinyourbusiness.
Do
Telltheclassthatthisisanindividualactivity.
 Telltheparticipantstocreateamatrixontheirnotebooks.
 Therewillbefourboxesinyourmatrix.
Strength,Weakness,OpportunityandThreatswillbethefourheadingsofthematrix.ThisiscalledtheSWOTmatrix. 
Readoutthequestionstothemandtelltheparticipantstheyneedtoanswerthequestionsaskedineachmatrix. 
TellthemtheycanalsousetheirownunderstandingofthemselvestofilltheSWOTmatrix.
Activity
DoyourSWOTanalysis
Strength Weakness
What areyour strengths? Whatunique What areyour weaknesses? Whatdoyour
100
capabilitiesdoyoupossess? Whatdoyou competitorsdobetterthanyou? 95
dobetterthanothers?
75
Whatdoothersperceiveasyourstrengths?
Opportunity Threat
Whattrendsmaypositivelyimpactyou? Doyouhavesolidfinancialsupport? 25
Whatopportunitiesareavailabletoyou? Whattrendsmaynegativelyimpactyou? 5
0
178
Do
 Congratulateeveryonefortheclassactivity.
 Asktheaudiencetoapplaudforthemselves.
 Allottheparticipantssufficienttimetocompletethisactivity,butdokeepacheckontim
e.
 Askde-briefquestionstoculloutinformationfromtheparticipants.
Ask
De-briefquestions:
 WhatareyourweaknessesaccordingtoyourSWOTanalysis?
 Doyouthinkyoucanchangeyourweaknessintostrength?H
w
o
?
 Doyouthinkyoucanworkonyourthreats?How?
Summarize
 Closethediscussionbysummarizingwaystoidentifybusinessopportunitieswithinyourb
u
s
in
e
s
.
 Asktheparticipantswhattheyhavelearnedfromthisexercise.
100
95
75
25
0
179
FacilitatorGuide
UNIT7.5.6: Entrepreneurship SupportEco-System

UnitObjectives
 Explainthe meaningof entrepreneur
 Describethedifferenttypesofentrepreneurs
 Listthecharacteristicsofentrepreneurs
 Recallentrepreneur successstories
 Discussthe entrepreneurialprocess
 Describethe entrepreneurshipecosystem
 Discussthe purpose of the 'Make in India' campaign
 Discussthe keyschemesto promoteentrepreneurs
Resourcesto beUsed
ParticipantHandbook
Chart papers 
Marker p e
n
s
Pencils
Colourpencils
Scale
Eraser
Otherrequisitestationery material
Ask
 Doyouthinkthatentrepreneursneedsupport?
 Whatdoyouthinkisaneco-system?
 Whatdoyouthink'entrepreneurshipsupporteco-system'm
?
s
n
a
e
Say
 Let'slearnwhatentrepreneurshipsupporteco-systemmeans.
 Discuss'EntrepreneurshipSupportEco-System'asgivenintheParticipantH
a
n
d
b
o
k
.
Ask
 Canyoudefineentrepreneurshipsupporteco-system?
 Whatarethekeydomainsofthesupporteco-system?
Say
 Let'slearnmoreaboutthesedomainsbyconductinganactivity. 100
 Youhaveto makeapostershowingthe componentsof the sixmaindomainsof entrepreneurships

u
p
o
rteco- 95
system.
75
TeamActivity
 Making apostershowingthe entrepreneurshipsupport eco-system. 25
0
180
Do
 Dividetheclassintogroupsoffourorsix.
 Handoutchartpaperandcolouredpens.
 Goaroundcheckingtheprogressofeachgroup.
ActivityDe-brief
Askeachgrouptodisplaytheirposterandexplainthekeydomainsofentrepreneurshipsupporteco-system.
Policy
Market Finance
Entrepreneurship
Human
Capital Culture
Supports
Ask
 What kind of government support eco-systemisavailablefor entrepreneurs in In
d
ia
?
Say
 Discuss'Makein India' campaignasgiven in the ParticipantH
a
n
d
b
o
k
.
TeamActivity
 Presentationon keyschemesto promote entrepreneurs
Do
 Dividetheclassintopairs.
 Numbereachpairfrom1-15.
 Assignascheme,sameastheirgroupnumber,toeachgroup.
 Askthemtoreadtheschemecarefullyandpresentittotheclass.
 Goaroundcheckingtheprogressofeachgroup.
 Setguidelinespertainingtodisciplineandexpectedtasks. 100
ActivityDe-brief 95
 Askeachgrouptoexplaintheschemeofferedbygovernmenttopromoteentrepreneurs. 75
Summarize
Summarizethe unit by discussingthe keypointsandansweringquestions the participants may have.
25

5
0
181
FacilitatorGuide
UNIT7.5.7: RiskAppetite&Resilience
UnitObjectives
 Discussthe relationship betweenentrepreneurshipand riskappetite
Discussthe relationship betweenentrepreneurshipandresilience 
Describethe characteristicsof aresilient entrepreneur
Resourcesto beUsed
 ParticipantH
k
o
b
d
n
a
 Chartpapers
 Blanksheetsof p
a
e
r
 Pens
 Markerpens
Ask
 Canyoudefineriskorexplainwhatconstitutesarisk?
 Whatdoyoupeoplemeanwhentheysay,“Thismaybeariskyproposition”?
 Whatrisksaretheytalkingabout?
Example Example
 Let'shavealook atthesetwoexamples:
Rohit andhisfamily weretravelling by carfrom Delhi to Nainital. It wastheir secondtrip there. Rohit was
familiar with the road. His friends told him that the highway after Rampur wasin a bad condition. They
advisedhimtotakeashortcutandturnleftfromMoradabadandtaketheKaladhungiroad.Thisroadisina
bettercondition.
Since he was going with his family, and did want take the risk of getting lost, he left early. He took the
KaladhungiroadandreachedNainitalwellintime.
Suresh and his family too were travelling by carfrom Delhi to Nainital. It wastheir secondtrip there. His
friendstooadvisedhimtotakeashortcutandturnleftfromMoradabadandtaketheKaladhungiroadasthis
roadwasinabettercondition.
SureshtoodecidedtotaketheKaladhungiroadbutheleftDelhiintheafternoon.Itwasdarkbythetimehe
reachedKaladhungi,andhewassurethat hewastakingthe correctturn. Asit waslate, hecouldnot find
anyonetogivehimdirections.Heendedupbeinginanunknownplacethatwasscarcelyinhabited.
Say
100
 Let'sseewhattypeofrisksRohitandSureshtook.
 Discuss'RiskAppetiteandResilience'withtheparticipantsasgivenintheParticipantH
a
n
d
b
o
k
. 95
75
Say
 Let'slearn moreabout riskappetiteandresiliencewiththe help of anactivity. 25
0
182
TeamActivity
RiskAppetite
 Inthepreviousunit,youreadsuccessstoriesofMrDhirubhaiAmbaniandDrKarsanbhaiPatel.
 MrAmbanilefthisjobandstartedhiscompanyReliancewithjustRs.50,000/-.
 Dr Patelkepthisjob, wentdoor-to-door to sellNirma,and only whenthe brand startedgaining p
o
p
ula
ritydid he
start hisowncompany.
 Whattypesofriskdidbothofthemtake?
 Whatriskfactors,doyouthink,didtheykeepinmindbeforelaunchingtheircompany?
 WritetheRiskAppetiteStatementofboththecompanies.
ActivityDe-brief
 Whotookagreaterrisk?
 WhatarethedifferencesbetweentheRiskAppetiteStatementofboththecompanies?
Do
 Dividetheclassintosmallgroupsof4.
 Tellthe participants that they haveto evaluatethe riskstakenby Mr Dhirubhai Ambaniand Dr Karsanbhai
Patel.
Ask
 Doyouthinkallentrepreneurialventuresaresuccessful?
 Whathappensifthefirstventureisnotsuccessful?
 Shouldtheentrepreneurstopwhenfacedwithchallengesorfaceth
e
m?
Example Example
 Let'shavealook atthe following example:

VijayShekharSharmaisthefounderof Paytm,whichisagiantIndiane-commerce.Hewasborninamiddle-
classfamilyinUttarPradesh.HestartedhisfirstjobatanMNC.Hequitaftersixmonthsandbuiltacompany
One97withhisfriends.AsOne97grewbigger,it neededmoremoneybecauseitwasrunningmoreservers,
biggerteams,andhadtopayroyalty.Atthattime,thetechbubblepoppedandtechnologycompanieswere
runninginlosses.Finally,moneyranout.SoOne97tookloansandthenmoreloansathigherratesofinterest,
ashighas24percent,andbecamecaughtinaviciouscycle.
In2014,Paytmwaslaunchedwithonlinewalletservicesafterwhich,thecompanyenabledonlinepayment
100
transactions.ThecompanygotlicensesfromRBIin2016tolaunchIndia'sfirsteverpaymentbank.Moreover, 95
themainmotiveofPaytmwastotransformIndiaintoacashlesseconomy.
75
After demonetization came into effect, Vijay Shekhar Sharma started promoting online and digital
transactions to deal with the cashcrunch. In fact, the service of the company'smobile wallet isaccepted
acrossIndia.ThelogoofPaytmisnowpopularalmosteverywherefromteastallstomajorcompanies.
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FacilitatorGuide
Say
 Let'sseewhatqualitiesmadeVijayShekharSharmaaresiliententrepreneur.
 DiscussEntrepreneurshipandResiliencewiththeparticipantsasgivenintheParticipantH
a
n
d
b
o
k
.
Say
 Let'slearn moreabout entrepreneurshipand resiliencewiththe help of anactivity.
TeamActivity
Entrepreneurship andResilience
 Thinkof someentrepreneurshipventures that facedchallenging times, but later resulted in s

u
c
e
stories.
 Whoisthefounderofthatcompany?
 Whatchallengingtimesdiditface?
 Howdiditovercomethosechallenges?
 Listtheresilientcharacteristicsoftheentrepreneur.
ActivityDe-brief
 Eachgrouptogivetheirpresentation.
 Whydidyouchoosethiscompany?
 Whatisthesuccessstoryofthecompany?
Do
 Tellthe participants that they haveto thinkof anentrepreneur whofacedchallenging times,but eventually
succeeded.
Summarize
 Youcansummarizethekeypointsoftheunit.
 Asktheparticipantswhattheylearnedfromthea
c
tiv
ite
s
.
 Clarifyanyquestionsordoubtstheymighthave.
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UNIT7.5.8: SuccessandFailures
UnitObjectives
 Discusshowto dealwithfailure
Resourcesto beUsed
 ParticipantH
k
o
b
d
n
a
Ask
 Haveyouheardthequote'nothingisimpossible'?
 Whatdoyouthinkitmeans?
 Doyouthinkthat all successfulentrepreneurs becamefamousovernightor did they haveto struggle or face
failure beforesucceeding?
Example Example
 Let'shavealook atthis example.

ShahRukhKhan,alsoknownas,SRKorKingKhanisaforcetoreckonwith.Didheachievestardomovernight?
Shah Rukh Khan, who has seen many struggles in his life – he has slept on streets, struggled to support
himselfandhissisterataveryyoungage,andlosthisparentsveryearlyinlife,whichledtohissisterseeking
mentalhealthsupport.Amidstallthechaosandchallenges,hekeptpushinghimself,andtodayhestandstall
asthe'BadshahofBollywood'.Certainlythoseyearswerenoteasyforhim.
Whenhewasyoung,hestoodatMarineDriveandsaid,“I willrulethiscityoneday”.Failurewasnotjusthis
companionduringor beforehisstardom,it isstillasubstantialpartof hislife. Successdoesnotcomeeasy.
Whatmadehimastarwashisacceptanceoffailureandtheurgetoimprove.
Say
 Howdoyoudefinesuccessandfailure?
 What isfear?
 Discuss“successandfailure”withtheparticipantsasgivenintheParticipantH
a
n
d
b
o
k
.
Ask
 Haveyoufelt or experienced fear?
 What led you to feel that
emotion? Howdidyouhandle it?
Say 100
Let'slearn the about successand failure withthe help of anactivity.

95

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FacilitatorGuide
TeamActivity
 Dividetheclassintogroupsoffour.
 Instructthemtothinkofonescenariowheretheyhavetointerviewasuccessfulentrepreneur.
 Theyhavetochooseonepersonfromthegroupastheintervieweeandoneastheinterviewer.
 Goaroundandmakesuretheyhaveunderstoodwhatistobedoneandarediscussingtherolesproperly.
 Checkthat everyoneunderstands their role. Giveclarifications if needed. Givethe participants a
b
o
u
t5
minutes to discussanddecidetheirroles.
 Askthegroupstostopthediscussionassoonasthetimeisover.
 Inviteeachgrouponebyonetocomeandpresenttheirinterviewasaroleplay.
Facilitating Role Plays
Preparingfortheactivity
1. Carefullyreviewthedetailsofthescenarioandthecharacterdescriptions.
2. Becomefamiliarwiththekeyissuesbeingaddressedinthescenario.
3. Studythe provided material sothat youareready to addressissuesrelatedto the situations depictedin the
roleplays.
4. Anticipatepotentialquestionsthatmightberaisedbytheparticipantsandbereadytoaddressthem.
Conducting theactivity
1. Introduce the activity. Emphasizethat role playingprovides participants withanopportunity to apply their
newknowledge,skills,andtoolsinsituationsthatsimulateactualinteractionswithcustomers.
2. Askparticipants to form pairs.Directthe membersof eachgroup to choosewhowill playthe roles. Remind
thegroupsthateachparticipantshouldbegiventheopportunitytoplay/practicethedifferentroles.
3. Conductademonstration sothat participants becomefamiliar withthe expectationsrelatedto the rolesand
supportmaterials.
4. Tomaintainspontaneityoftheinteractionsduringtheroleplay,asktheparticipantsnottodiscussthedetails
oftheirrolespriortotheroleplay.
5. Givethepairs15-20minutestoconducttheroleplay.
6. Circulateamongthegroupstoansweranyquestionsthatmayariseandprovideguidanceasneeded.
7. Afterallthepairshavefinishedwiththeroleplay,conductade-briefingsessiononeachroleplay.
8. Askthe groups to takefive minutes to talk about what happened during the role play. Thegroups should
discuss the questions given in the de-briefing for each role play. Encourage participants to provide
constructivecriticismduringtheirdiscussions.
9. Concludethe activity by askingparticipants to thinkabout whetherandhowthey mightusescripted role
playsintheirreallife.
Summarize 100
 Wrap the unit up after summarizingthe keypointsand answering questions.

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Notes
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FacilitatorGuide
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UNIT7.6: Preparing to bean Entrepreneur

KeyLearningOutcomes
1. Discusshowmarketresearchiscarriedout
2. Describethe4Psofmarketing
3. Discusstheimportanceofideageneration
4. Recallbasicbusinessterminology
5. Discussthe need for CRM
6. Discussthe benefitsofCRM
7. Discussthe need for networking
8. Discussthe benefitsofnetworking
9. Discussthe importance of settinggoals
10. Differentiate betweenshort-term, medium-termandlong-term goals
11. Discusshowto writeabusinessplan
12. Explainthe financialplanningprocess
13. Discusswaysto manageyourrisk
14. Describethe procedureandformalitiesfor applying for bankfinance
15. Discusshowto managetheir ownenterprise
16. Listthe important questions that everyentrepreneur should askbefore starting an enterprise
100
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FacilitatorGuide
UNIT7.6.1: MarketStudy/ The4Psof Marketing/ Importanceof

anIDEA:Understanding MarketResearch
UnitObjectives
 Discusshowmarketresearchiscarried out 
Describethe 4Psof marketing
 Discussthe importance of ideageneration
Resourcesto beUsed
 ParticipantH
k
o
b
d
n
a
 Chartpapers
 Markerspens
 Blanksheetsof p
a
e
r
Ask
 Suppose,youwanttoopenarestaurant,whatarethefactorsyouwillconsider?
 Howwillyoupromoteyourrestaurant?
Example Example
 Let'shavealook atthisexample.
ArjunwasanMBAworkinginacompany.Buthewantedtostartalowcostbudgethostelforforeigntourists
coming to India. Hedid alot or market research before starting the project. Basedon the information he
gathered, hemadehisbusinessplan. Hishostelisnowflourishing andheisthinkingof expandingto other
touristdestinations.
Say
 Discuss“MarketStudy”withtheparticipants.Referto theParticipantH
a
n
d
b
o
k
.
 Let'slearnaboutmarketstudyandresearchwiththehelpofanactivity.
TeamActivity
Market Study
 Youwantto start your owntuitioncentre.
 What type of researchwill youdo?
Activity De-brief 100
 Askeachgroup to comeforward andgiveabriefpresentation.

95
 Encourageother groups to beinteractiveandaskquestions.
 What factorsdid youkeepin mindwhiledoingyour research? 75
 Basedon our researchwouldyougoaheadandopen atuitioncentre?

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Do
 Dividetheclassintosmallgroupsof4or6.
 Telltheparticipantsthattheyhavetostarttheirowntuitioncentre.
 Givetheparticipants10minutestodiscussandwritetheresearchworktheyneedtodo.
Say
 Byopening atuition centreyouareoffering a service.
Ask
 What factorswill youkeepin mindbefore opening it?
Say
 Discuss“The 4Psof Marketing” withthe participants asgiven in the ParticipantH
a
n
d
b
o
k
.
Say
 Let'slearn about the 4Psof Marketing withthe help of anactivity.
TeamActivity
4 Psof Marketing
 Youhaveto sellapento four different segments:
1. Ruralvillagers
2. Ruralmiddleclass
3. Urbanmiddleclass
4. Upper endrichpeople(Nichemarket)
Keepingthe 4Psof Marketing in mind, whatmarketingstrategywill youdesignto sell the pen?
Activity De-brief
 Askeachgroup to to presenttheir strategy.
Do
 Instructtheparticipantsthatthisisgroupwork. 100
 Dividetheclassintofourgroups.
95
Assigneachgroupatargetaudienceforsellingthep
e
n
s
:
75

1. Ruralvillagers
2. Ruralmiddleclass 25
3. Urbanmiddleclass 5
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191
FacilitatorGuide
4. Upper endrichpeople
 Telltheparticipantsthattheyhavetodesignamarketingstrategykeepingthe4PsofMarketinginmind.
 Givetheparticipants20minutestodiscussandcomeupwiththeirstrategy.
 Keepacheckontime.Tellthegrouptowindupquicklyiftheygobeyondthegiventimelimit
ActivityDe-brief
 Askeachgroup to comeforward andgiveabriefpresentation.
 Askeachgroup whatthey keptin mindwhiledesigning their marketingstrategy.
Say
 Eachentrepreneur hasanideaof wantshewantsto sell. It maybeaserviceor aproduct.
 Discuss“Importanceof anIDEA”asgivenin the ParticipantHandbook.
Summarize
 Summarizethekeypointsoftheunit.
 Asktheparticipantswhattheylearntfromthea
c
tiv
ite
s
.
 Encouragethemtoaskiftheyhaveanydoubts.
100
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UNIT7.6.2: BusinessEntityConcepts
UnitObjectives
 Recallbasicbusinessterminology
Resourcesto beUsed
 ParticipantH
k
o
b
d
n
a
Say
 Let'srecallsomebasicbusinessterminology.
 DiscusstheBusinessEntityConceptsasgivenintheParticipantH
a
n
d
b
o
k
.
 Let'slearnsomebasicbusinessterminologybyhavinganactivity.
 Wewillhaveaquiztoday.
Activity
 Theactivityisaq
u
iz
.
Do
 Dividethe classin twogroups and giveanameto eachgroup.
 Explainthe rules of the quiz. Foreachcorrectanswerthe group gets1m
a
rk
.
 If the group isunable to answerthe question ispassedto the nextgroup.
 Explainthe purpose andduration of the activity.
 Askthe questions of the quiz.
 Keepascoreof thegroups.
 Setguidelines pertaining to discipline and expectedtasks.
Summarize
 Summarizethe unit by discussingthe key points.
QUESTIONS FORTHEQUIZ
1. What doesB2Bmean?
Business to business
2. What isafinancialreport?
100
A comprehensive account of a business' transactions and expenses
3. Who isasalesprospect? 95
A potential customer 75
4. Howisworkingcapital calculated?
Current assets minus current liabilities
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FacilitatorGuide
5. What isanestimationof the overallworth of abusinesscalled?

Valuation
6. Youarebuying ahouse. What type of transaction isit?
Complex transaction
7. Howwill youcalculatethe netincome?
Revenue minus expenses
8. HowisReturnon Investmentexpressed?
As percentage
9. Howwill youcalculatethe costof goodssold?
Cost of materials minus cost ofoutputs
8. What isrevenue?
Total amount of income before expenses aresubtracted.
11. What isaBreak-EvenPoint?
This is the point at which the company will not make a profit or a loss. The total cost and total revenues
are equal.
12. What isthe formula usedto calculatesimpleinterest?
A = P(1 + rt); R = r * 100
13. What arethe three typesof business transactions?
Simple, Complex and Ongoing Transactions
14. The degrading value of an asset overtimeisknownas .
Depreciation
15. What arethe twomaintypesofcapital?
Debt and Equity
100
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UNIT7.6.3: CRM&Networking
UnitObjectives
 Discussthe need for CRM
 Discussthe benefitsofCRM
 Discussthe need for networking
 Discussthe benefitsofnetworking
Resourcesto beUsed
 ParticipantH
k
o
b
d
n
a
Ask
 Canyourbusinessrunwithoutcustomers/buyers?
 Whoisthemostimportantentityinanyb
u
sin
e
s?
Say
 Thekeyto everysuccessbusinesslieson understandingthe customer'sexpectationsandproviding excelent
customerservice.
 Discussabout CRManditsbenefits. Referto the ParticipantHandbook.
 Providingexcellentcustomerserviceentails:
 Treatingyourcustomerswithrespect.
 Beavailableaspertheirneed/schedule.
 Handlingcomplaintseffectively.
 Buildinglonglastingrelationships.
 Collectingregularfeedback.
 Handlecustomercomplaintsproactively. Ask“whathappened”, “whyit happened”, “how canit beavoided
nexttime”,etc.
 Collectingfeedbackfromthecustomersregularlywillenableyoutoimproveyourgood/service.
 “Let's understand it better with the help of somecasescenarios. Youwill be given somecaseswithin your
groups. You have to analyse the case scenario that has been given to you and then find an appropriate
solutiontotheproblem.”
Do
 Dividetheclassintofourgroupsofmaximumsixparticipantsdependingonthebatchsize.
 Giveonecasestudytoeachgroup.
100
 Thegroupisexpectedtoanalyseanddiscussthecaseamongstthemandfindasolutiontothegivenproblem. 95
 Putdownthe discussionpoints(de-brief questions) on the board. Givethe class5-10 minutes to discussth

e 75
caseandnotedowntheirsolutions.
 Attheendof10minutes,theteamshouldpresenttheircasesolutiontotheclass.
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FacilitatorGuide
TeamActivity
Case StudyAnalysis
Rajurunsabusinessofwoodenfurniture. Hehasahugelistof customersonFacebookandWhatsAppwhogive
himordersregularly.Ankitaisoneofhisoldandregularcustomers.SheplacedanorderforanewchesterandTV
cabinetviaWhatsAppandrequestedRajuto sendthemassoonaspossible. When the parcelreachedAnkita
throughcouriershefound thatchesterwasbrokenandthe TVunit waschippedfromthebottom. Ankitawas
heartbroken.Itwasacompletewasteof money.ShesentamessagetoRajuonWhatsApp,expressingheranger
anddisappointment. Rajumightloseanold customerforever if hedoesn't satisfythe customer.What should
Rajudotoretainhiscustomer?
Scenario 2
Rajnirunsaboutiqueshop.Shesellssuitsandsarees.Sheisoneofthemostsuccessfuldesignerinhercity.Rajni
swearsthatalltheclothesin herboutiquehaveuniquedesigns.Smitahastoattendhercousin'swedding;she
goestoRajni'sboutiquetobuyasaree.Smitawantedauniquedesignersaree.Rajnicustomizedasareeforher
andsentitoverthecourier.WhenSmitahadalookatthesareesherealisedhertwofriendshadthesamedesign
sarees.ShesentamessagetoRajnionWhatsApp,expressingherangeranddisappointment.DidRajnimakea
falsepromise?Wereherdesignscopied?Whatcouldhappento Rajni'simageafterthisincident?Whatwould
youdoifyouwereinRajni'splace?
Scenario 3
Shamaisabeauticianwhooffersparlourservicestoladiesbymakinghomevisits.Recently,Shamagothername
registeredonane- commercewebsite.Twodaysearlier,shegotamessagefromMrsSushma.Theappointment
wasfixedfornextday,11:00amandtheremunerationfortheserviceswasdecidedbeforehand.WhenShama
reachedthereat10:50am,MrsSushmawasnot athome.WhenShamacalledher,sheaskedhertowaitfor a
while. Mrs Sushmareached home at 11:45 am.Meanwhile, Shamahadto reschedule her next appointment.
AfteravailingShama’sservices,MrsSushmarefusedtopaytherequisiteamountandstartedfindingfaultsinthe
servicesprovidedbyher.Whowasatfaultinthisscenario?Whatshouldyoudoin casethecustomerbehaves
unreasonably?WhatwouldyoudoifyouwereinShama’splace?
Scenario4
Shailenderisthemanagerof acarshowroom.Heproactivelytakespartinallthetransactionsthathappeninhis
showroom.Vinitawantstobuyanewcar.ShehaschosenacarfromShailender’sshowroom.Thesalesperson
hasgivenheraverygooddiscountandhasalsopromisedfreeserviceforoneyear.Vinitagoestotheshowroom
andaskstocompletealltheformalitiestopurchasethecar.Whensheseesthefinalbill sherealizethatshehas
not received the promised discount neither was there any mention of the free services. She immediately
demands to see the Shailender. When Shailender’s head asks how much discount Vinita was promised, he
realisedthediscountwillmakethesaleinloss.Thecarshowroomownermightloseacustomeranddealdueto
falsecommitmentsmadebyhismanager.Besides,thecustomermighttellthistootherpeople,creatingabad
name and image for the showroom. If you owned that showroom, how would you have convinced your
customer?
Say
 Now,let'sdiscusstheproblemandsolutionwiththeclass.
 Thegroupwillfirstbrieflydescribethecasetotheclass.
 Thendiscusstheissueidentifiedandtheproposedsolution. 100
 Presentthesolutionasaroleplay.
95
 Postpresentation,theothergroupsmayaskquestionsfromthegroupthathaspresented.
75
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Do
 Congratulateeachgroupforthepresentation/roleplay.
 Keepacheckontime.Tellthegrouptowindupthediscussionquicklyiftheygobeyondthegiventimelimit.
Say
 Ifyourcustomersarehappywithyoutheywillgivereferralswhichwillhelptogrowyourb
u
s
in
e
s
.
 Onemorewayofgrowingbusinessis'Networking'.
 DiscussNetworkinganditsbenefits.RefertotheParticipantHandbook.
Activity
Group Discussion
 Conductagroup discussionin the classon howthey cando networking for theirb
u
s
in
e
s
.
Summarize
 Askthe participants whatthey havelearnt from thisexercise/activity.
 Askif they haveanyquestions relatedto whatthey havetalkedabout sofar.
 Close the discussion bysummarizing the importance of CRM andNetworking forentrepreneurs.
 Close the discussion bysummarizing the importance of CRM andNetworking forentrepreneurs.
100
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FacilitatorGuide
UNIT7.6.4: BusinessPlan: Why SetGoals?

UnitObjectives
Discussthe importance of settinggoals
Differentiate betweenshort-term, medium-termand long-termgoals
Discuss how to write a business p
la
n
Explainthefinancialplanningprocess
Discusswaystomanageyourrisk
Resourcesto beUsed
ParticipantH
k
o
b
d
n
a
Chart papers 
Blank papers 
Marker p
e
n
s
Ruler
Ask
 Rememberwehad writtenSMARTGoalsin aprevious session?Let'stry andrecallwhyit isimportant to set
goals?
 While framing SMARTgoals, wetalkedabout 'T' in SMART,whichwas'TimeBound'?What do wemeanb
y
time
boundgoals?
 Whattimelimitdidyousetforyourgoal-3weeks,3years,10years?
Say
 Talkabout shortterm, longterm andmediumterm goals, asdiscussedin the ParticipantH
a
n
d
b
o
k
.
Ask
 Asyouareplanningto becomeanentrepreneur,youmusthavethought of anideafor astart-up. What is your
businessidea?
Do
 Askfewparticipants to sharetheir businessid
e
a
s.
Ask
 Haveyoucreatedabusinessplanforyourbusinessidea?
Doyouthinkitisimportanttohaveabusinessplaninplace?Why/whyn
o
t?
100

Say
95
75
 Talkabout'WhyCreateaBusinessPlan'asdiscussedintheParticipantH
a
n
d
b
o
k
.
 Let'sunderstanditbetterwiththehelpofanactivity.
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TeamActivity
WritingabusinessPlan
 Givethegroupstherequiredresourcessuchaschartpaperandmarkers.
 Thisactivityisdividedintotwoparts:
1. Createabusinessidea
2. Developabusinessplan
 Thegroupwilldiscussandcomeupwithanewbusinessideaandpresenttheirideatothec la
s.
 Inthesecondpartoftheactivitythegroupwilldevelopabusinessplanforthebusinessidea.
 Thebusinessplanpreparedwillbepresentedbythegroupstotheclass.
MY BUSINESS PLAN
ExecutiveSummary:What isyour Mission Statement?
BusinessDescription:What isthe natureof yourbusiness?
MarketAnalysis: What isyour target market?
OrganizationandManagement:What isyour company'sorganizational structure?
Serviceor Product Line:What isthe lifecycle of your product/ service?
Marketing andSales:Howwill youadvertiseandsell your products?
FundingRequest:Howmuchfund isrequired and from where?
Say
Teamswill need to brainstorm for thispart of the activity.
 Usethe blank papersfor the secondpart of thisactivity
 Makeyour businessplanon achart paper basedon the followingparameters:
1. ExecutiveSummary
2. BusinessDescription
3. MarketAnalysis
4. Organizationand Management
100
5. Serviceor ProductLine 95
6. Marketing and Sales 75
Explaineachparameter in detail asdone in the ParticipantHandbook. 

Discusseachparameter withthe businessideaexamplesof the groups. 
Groupswill discussanddevelopthe businessplanfor their businessid
e
a.
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FacilitatorGuide
Say
 Now,let'sshareourplanwiththeclass.
 Eachgroupwillbrieflydescribetheplantotheclass.
 Postpresentation,theothergroupsmayaskquestionstothegroupwhohavepresentedtheirp
la
n
.
Do
 Congratulateeachgroupforsharingtheirpoints.
 Keepacheckontime.Tellgrouptowindupthediscussionquicklyiftheygobeyondthegiventimelimit.
Say
 Alongwithabusinessplan, youneed to createafinancialplanand evaluatethe riskinvolvedwithyour start
up.
 Discuss'FinancialPlanning'and'RiskManagement'indetailasgivenintheParticipantHandbook.
Summarize
 Askthe participants whatthey havelearnt from thisexercise/activity.
 Askif they haveanyquestions relatedto whatthey havetalkedaboutsofar.
 Keepthe businessplanformatreadyin aflipchart to displayit during theactivity.
100
95
75
25
0
200
UNIT7.6.5: ProceduresandFormalities for BankFinance

UnitObjectives
 Describethe procedureandformalities for applying for bankfin
a
n
c
e
Resourcesto beUsed
 Bankloan/finance forms
a
mp
le
Ask
 While preparingabusinessplanin the lastsession,wediscussedfinancialplanningto arrange fin
a
nc
ia
lresources
foryourstart-up.Therefore,howwillyoucollectfundstostartyourbusiness?
Say
 While mostentrepreneursthink'product' isthe mostdifficult thing to decidefor abusiness,start-upcapital
posesanevenabiggerobstacle.Thoughtherearevariouswaysoffundingthebusiness,toconvinceinvestors
toinvestmoneyisthemostchallenging.
 SomeofthefundingoptionsavailableinIndiaare:
 Bootstrapping:Alsocalledself-financingistheeasiestwayoffinancing
 Crowdfunding:Fundsarecollectedbyconsumerspre-orderingordonatingforstartingthebusiness.
 Angelinvestors:Individualorgroupofinvestorsinvestinginthecompany
 Venturecapitalists:Venturecapitalsareprofessionallymanagedfundswhoinvestincompaniesthathave
hugepotential.Theyusuallyinvestinabusinessagainstequity.
 Bankloans:ThemostpopularmethodinIndia.
 MicrofinanceProvidersorNBFCs
 Governmentprogrammes
 Letusknowdiscussthemostpopularmethodi.e.bankfinanceindetailhere.
Do
 Discuss the list of documentsthat arerequired to apply for a loanlikeletter of introduction, b
u
in
s
e
s
brochure,
referencesofotherbanks,andfinancialstatements.
 Explainthedetailstobefilledinaloanapplicationform.
 Dividetheclassintogroups.Giveeachgroupaloanapplicationform.
 Askthegroupstodiscussandfilltheform.
Summarize 100
 Closethe discussionby summarizingthe important documentsneeded for bankloan. 95
 Askthe participants if they haveanyquestions relatedto whatthey havetalkedabout sofar. 75
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FacilitatorGuide
 Checklistofdocumentsisprovidedasresourcesforthesession.
 Youcanmakesomecopiesanddistributeitduringthegroupactivity.
 Download sampleloanapplication formsfrom anynationalised bank'swebsite. Print sufficientcopiesto
circulateitamongstthegroups.
CHECKLISTOFDOCUMENTS TO BESUBMITTED ALONG WITH LOANAPPLICATION

(Common for all banks)
1. Audited financialstatementsof the businessconcernfor the lastthreeyears
2. Provisional financialstatementsfor the half – year endedon
3. Audited financialstatementsof associateconcern/s for the lastthree years
4. Copyof QISII for the previous quarter endedon
5. Operationaldetailsin AnnexureI
6. CMAdatafor the lastthree years, estimatesfor current year and projection for the nextyear
7. Termloan/DPG requirementsin AnnexureII
8. Listof machineryin respectof machineryoffered assecurity in AnnexureIII
9. Additional detailsfor exportadvancesfurnished in AnnexureIV
10. Propertystatementsof alldirectors/partners/proprietor/guarantors
11. Copiesof ITAOof the companyfor the lastthreeyears
12. Copiesof ITAOs/WTAOsof the directors/partners/proprietor andguarantors
13. Copiesof certificatefrom banksandfinancialinstitutions certifying the latestliability withthem

14. Copyof board resolution authorizing the companyto apply to your bankfor the creditfacilities
mentioned inapplication
15. Copyof memorandumand articleof association(in caseof limited company)/partnership deed
(incaseofpartnershipfirm)
16. Cashbudget for the current year and nextyear in caseof contractorsandseasonalindustries
100
95
75
25
0
202
UNIT7.6.6: Enterprise Management – AnOverview: Howto

ManageYourEnterprise?
UnitObjectives
 Discusshowto managetheir ownenterprise
Resourcesto beUsed
 ParticipantH
k
o
b
d
n
a
Ask
 Havingset-upabusiness,doyouthinkitispossibletodoeverythingonyouro
w
?
n
 Doesonerequire trained personsforhelp?
 What doesmanagementmean?
Say
 Let'shavealook atthisexample:
Kapil had a small business that was beginning to pick up pace. He wanted to expand his business, and
thereforeemployedfewmorepeople.Oneday,ashewaswalkingpastRamesh,oneofhisnewemployees,he
overheard Rameshtalkingrudely to acustomeron the phone. Thissethimthinking. Kapilrealised that he
shouldhaveregularteammeetingstomotivatehisemployeesandspeakwiththemaboutanyproblemsthey
might be facing during work. He should also conduct training sessions on new practices, soft skills, and
technology,anddevelopworkethicsmanualformanaginghisenterprise.
Say
 WasKapilcorrectinhisapproachorheshouldhavescoldedRameshinstantlyinfrontofhisotheremployees?
 Discuss“EnterpriseManagement– AnOverview”withtheparticipantsasgivenintheParticipantH
an
d
bo
ok
.
Say
 Let'slearn howto effectively manageanenterpriseor businessthrough anactivity.
TeamActivity
Enterprise Management
 Designamatrixlistingthetopicsandkeywordsthatareneededtorunanenterpriseeffectivelyandsmoothly.
ActivityDe-brief
 Haveeachgroup presenttheirmatrix. 100
 Encourageparticipants of the other groups to askquestion about eachother's presentation. 95
75
25
0
203
FacilitatorGuide
Do
 Giveeachgroupachartpaperandcolouredpen.
 Telltheparticipantsthattheyhavemakeamatrixtheyneedtofill.
 Theyhavetowritethemaintopicsandkeywordsthatwillthemeffectivelymanagetheirenterprise.
Summarize
 Askthe participants whatthey havelearnedfrom thisexercise/activity.
 Askif they haveanyquestions relatedto whatthey havetalkedabout sofar.
 Closethe discussionby summarizingthe importance of effectivemanagement to run anenterprisea
s
given in the Participant Handbook.
100
95
75
25
0
204
UNIT7.6.7: 20Questionsto AskYourselfbeforeConsidering

Entrepreneurship
UnitObjectives
 Listthe important questions that everyentrepreneur should askbefore starting an
enterprise
Resourcesto beUsed
 Participant H
k 
o
b
d
n
a
 Pens
Ask
 Whydo youwantto becomean entrepreneur?
Say
 It isvery important to knowwhyyouwantto becomean entrepreneur. Yourpersonal goalsfor becominga
n
entrepreneurplayakeyroleinthesuccessof yourbusiness.Yourgoalsshouldbeclearwellbeforeyoustart
yourbusiness.
 Apartfromthegoals,theotheraspectsof businessthatyouneedtobearinmindarethepotentialproblems
thatyoumayfacetoset-up,yourareasofinterest,andalltheotherdimensionsofthebusiness.
 Let'sunderstanditbetterwiththehelpofsomequestionsthateveryentrepreneurshouldaskbeforestarting
theirownbusiness.
 Open the Participant Handbook section named '20 Questions to Ask Yourself Before Considering
Entrepreneurship'.Youhavetoanswerthequestionsindividually.
 Then,wewillhaveaclassdiscussiononallthequestions.
Do
 Readoutthequestionsonebyoneinfrontofalltheparticipants.
 Participantshavetoansweralltheonebyonequestions.
 Givetheclass10-15minutestonotedowntheiranswers.
 Attheendof15minutes,openthediscussionforallthequestions.
 Moderatethediscussionbyfocusingontherelevantpoints.
 Keepacheckontimeanddon'tletthediscussiongetsabotagedorlosetrackoftime.Ensureallthequestions
arecoveredanddiscussed.
Summarize 100
 Askthe participants whatthey havelearnedfrom thisexercise/activity. 95
 Askif they haveanyquestions relatedto whatthey havetalkedabout sofar. 75
25
0
205
FacilitatorGuide
Notes
100
95
75
25
0
206
Notes
100
95
75
25
0
207
FacilitatorGuide
100
95
75
25
0
208
8.Annexures
AnnexureI: TrainingDelivery Plan
AnnexureII: AssessmentCriteria
100
95
75
25
209
FacilitatorGuide
Annexure I
Training Delivery Plan
Training Delivery Plan
Program Name: CertificateCoursein ConsignmentBookingAssistant
QualificationPack LSC/Q1120, version1.0
Name & Ref.ID
Version No. 1.1 Version Update Date 15-04-2016
Pre-requisitesto Minimum qualification – ClassX(preferable) Diploma/Graduate (Engineering,Arts,
Training (if any) Commerce,Science).Noexperienceis required.
Training Outcomes Bytheendofthisprogram,theparticipantswillbeableto:
1. Obtain Knowledge on Retail and Institutional Sales activities: General
introduction to courier activities, and operations involved in the sales
process such as preparing for the day, identifying potential clients,
identifying the targets, checks to be performed during days operations,
meetingandunderstandingclientsrequirementswouldbegained
2. Getting Familiar with Customer Handling process: Awareness on various
problems /issues while handling the company account and the issues
customers faced with the services, handling customers by resolving their
queries,planningforalongtermrelationshipandmaintainingthecustomer
relationships
3. Understand handling customer accounts and winning competitors: To
ensurethatthecommunicationbetweenpeersisdonerightandconditions
inhandlingcustomersinprovidingservicesandhandlingcustomerqueries
in right manner. Define and develop strategies to be implemented to win
customeroverthecompetitor.
4. Cultured in workplace skills: Build on effective communication with
customers, inter departments, sub-ordinates and super-ordinates for
smoothrunningofcourieractivities,teambuildingandtimemanagement
5. Acquainted with Environmental/ Occupational Health & Safety: Get well
versed with health and safety measures practiced in courier delivery,
Individual Safety, PPE usage, security procedures, Quick Emergency
Responses,FirstAid,FireSafetyandgeneralmaintenanceonVehicle
Sl. Modul Sessi NOS Training

SessionObjectives Methodology Duration
N e on Reference Tools/Ai
o Name Name ds
1 Introduction Icebreaker • Introduceeachother GroupActivity: Book,pen, duster 2
Passingthe etc.
Parcel 100
Describe • Build rapport with Projector/Sli 3
SupplyChain fellow students and des/ Board/ 95
andLogistics thefacilitator Video
Management 75
Organizati • Describe SupplyChain Facilitator 2

onal andLogistics -led- CartonBox
Structure Management discussion 25
0
210
Objectiveof • Describe SupplyChain Layoutof 2

course andLogistics Warehouse
Management
Aboutthe • Explain transportation 4
Course industry and
opportunities in it
Roleof • Define your job roles 4
Consignment andresponsibilities
Booking
Assistant
Functionsof • Narrate the activities 2
Consignment inwarehouse
Booking
Assistant
Employment • Explain the
6
opportuni importance of
ties warehouse
Warehouse • Describe the organi- 1
role inSupply zational structure in
Chain warehouse
Activitiesin • Describe about the 1
Warehouse employment
opportunities inthe
warehouse
Warehouse • Describe the functions 1
Layout involved
Exercise 1
• Knowthe
pre requisites of
joining theindustry
Summary
2 Documents Document • Explain the various LSC/N1117 Facilitator Book,pen, duster 1
and its Req- Explanat typesofdocuments -led- etc.
uirements ion discussion
LSC/N1
• Distinguish documents Projector/Sli 1
Invoice and required for exports Activity- des/ Board/
itsdetails with otherdocuments Trackingof Video
118
• Distinguish documents Consignment
Waybilland required for exports Activity- Inter AirwayBill
itsdetails with otherdocuments statetaxdetails
LSC/N1
• Keyout documents
DifferentLabels
usedfor interstate
movement ofgoods
119
• Explain the
Barcodes
TaxandEntry importanceof LSC/N1 1
forms documents 128 KA1,
• Identify aswhich KA2, KA3, Courier Slip
document to beused KA4, KA7,
PackingList 1
at what needs KA8, KA9
andInvoice
• Educatethe Docu-
details Computerwith 100
mentsrequirement
Export 1
at checkpostsand InternetConnection
Docume
95
during inspection
nts
• Distinguish the 75
Interstatetax different documents Prohibitedgoods 1

documents usedduring exports List
25
Activityin 4 5
understan
ding
0
211
interstate
documents
FacilitatorGuide
Organizational• Narrate thetax Invoices 1

Understanding parameters
Labelling & Exportdocuments 2
Coding
Trackingof Interstate 2
Couriers docume
Trackingof nts 4
Couriers-
Activity
Packaging 2
andLabelling
Prohibitted 2
Goods
Summary 2
3 Preparefor Activities • Explainthe importance LSC/N1117 Facilitator Book,pen,duster 2
involvedin of consignment PC1,PC2, -led etc.
Consignment tracking PC3,PC4, discussions
Booking PC5,PC6,
Exposure to • Get clarified about the PC7,PC8, Projector 8
Related different typesof PC9,PC10, Videos
Documents goodsandtheir PC11,PC12,
and classification PC13,PC14,
Information PC15,PC16,
Practical • Define theimportance PC17,PC18,
demonstra of documentsin the PC19,PC20,
tion on consignmenttracking PC21 KB1,
tracking a KB2, Videos,Notes 4
consignment KB3,KB4, Demonstra
• Get knowledgeon KB5,KB6 Samplerelated 4
Checkingout variousimportant SA1,SA5 tion Skill documents
for Challenges abbreviations SB4,SB15,
in Transporting SB16 Practice
Consignment • Explain the various Sampletransit 6
Practical transportation documents
on collecting challengesrelated to
demonstration (Practicals)
related
information •Recognizethe overall
Trackingsystems, 4
Inspecting d pictureof the freight
GPSdevices
the Statusan transportindustry
Prioritization
Exercise
of Work • Categorize the LSC/N1118 Computerwith 4
Practical importanceof status InternetConnection
demonstration checking
on Tracking
systems • Explainthe importance LSC/N1119
Knowledge Telephone 6
of computersystems
andUnder- intracking
standing 100
Company’s 95
SafetyPoli-
ciesand 75
Procedures
• Get to knowabout LSC/N1
Practical 4
the various tracking 128 KB1,
demonstration
systemsavailable KB2,
on Safety
25
policies and KB3,KB4,

KB5,KB6
5
procedures
SA1,SA5 0
212
Escalation • Recognizethe different SB4,SB 4

Matrix for typesof documents 15,
Reporting usedin consignment SB16
tracking
BasicTransit • Enhanceknowledge 6
Rulesand about the various
Regulations safetypolicies
Practical • Explain the various 4
demonstra risksinvolvedwhen
tion
tocollect deviated from the
transitrules procedure
and
regulations
Detailed • Get clarity on simple 4
Understanding violations in the
of the procedure andthe
Tracking reasonsforthat
Systems
Summ • Get details on the 2
ary reportingstructure
andthe various
channelsof
communication
Exercise • Explore about the 2
infrastructure
challengesrelatedto
freightmovement
byRoad
• Explain theregulations
behind themovement
of hazardousmaterials
• Describe about the
trackingsystem
4 Perform Stepsin • Discussthe booking LSC/N1118 Facilitator Book,pen, duster 8
Consignm Performing process PC1,PC2, -led- etc.
ent Consignment PC3,PC4, discussion
Booking Booking PC5,PC6,
Checking • Explain ashowto PC7,PC8, Projector/Sli 6
Loading consolidateorders PC9,PC10, des/ Board/
arrangem received PC11,PC12, Video
ents • Distinguish various PC13,PC14, 8
Determination loadsandconsolidate PC15,PC16, Activity-Price Telephone
of Truck loads PC17,PC18 markup
• Findthe availability of KA11 SA2, 6
CrossCheck trucks SA4, SA5 Activity- Calculator
Rates SB2,SB3, Mannerism
SB4,SB5, while talking to
SB6,SB7 customer/Tr 100
• Negotiatefor prices SB11,SB12, ans- port 7

Activity- SB13,SB14 company RateCard
95
CrossCheck Activity- 75
rates • Conveyto customers Negotiationon 7
Confirming on availability or drop costandService
theTruck intrucks LSC/N1117 Activity- Cross
• Identify ashowto Checkrates
25
7
Confirmwith markupcost 5
customer
0
213
FacilitatorGuide
Activity-Price • Explain aswhento LSC/N1119 8

markup raisebookinginvoice
Stepsin • Explain the stepsat LSC/N1 4
coordinating the customerplace 128
customerand KA11 SA2,
transport SA4, SA5
companies SB2,SB3,
Exercise • Identify the checks SB4,SB5, 4
that areto be SB6,SB7
performed at the SB11,SB12,
customerlocation SB13,SB14
Summary
5 PerformPost Verifying • Verify the system LSC/N1119 Facilitator Book,pen, duster 8
Booking Actualand information andthe PC1,PC2, -led- etc.
Activities processed actual orders PC3,PC4, discussion
orders processed PC5,PC6,
Cross • Evaluatethe orders PC7,PC8, Projector/Slides/ 6
Verifying andprocess billing PC9,PC10, Activity-Call Board/ Video
PC11,PC12 discussionas
Trackingthe • Explain on tracking KB7,KB8 contactingleads Meeting tableand 6
shipment process KA3,KA5, RolePlay- Chair
KA6 Notifying the
Billing • Explain LRcopiesand SA3,SA6, team Reports 6
Invoices importance SA7,SA8 InvoicesSample 4
Reporting • Narrate the typesof SB1,SB8,
reports that areto be SB9,SB14
sharedwiththe
manager
Activity- • Explain ashowto MSExcelin 4
Reporting address theissues Computer
facedon theday
LSC/N1
Demonstrate • Discover the reports
4
-
Reports to beproduced
117
making
4
Activity- • Evaluateaswhatkinds
Prepare of marketdata tobe
reports collected LSC/N1
Dealingwith • Establishaswhyto 4
supervisors understandthe
118
competitorsmarket
value
Exercise 2
Summary LSC/N1 2
128
KB7,KB8
KA3,KA5,
KA6
SA3,SA6, 100
SB1,SB8, 95
SB9,SB14
6 Maintain Workpla • Identify the safety LSC/N1 Facilitator PPE's 6 75
Health, Safety ce safety procedure’s 128 PC1, -led-

andSecurity PC2, PC3, discussion
measures PC4, PC5 25
during ship- KA2, KA3,
mentdelivery KA4, KA5, 5
Motorcycle & •Narrate the driver KB2, SA4, TrafficSignages 1

Vehicle Safety safety SA6, SB9, Demonstrat
0
214
Requirem SB11 ion- PPE'sand
ent Safety
• Gainknowledgeon Equipment Computerwith 8
Vehicle Safety skills to be developed description MSoffice
Proceedure Demonstrat
TrafficRules- • Learnthe procedures Demonstration- Book,pen, duster 2

Activity for Evacuationin work Computer etc.
environment Handling
Security on • Explain the safety LSC/N1117 Projector/Sli 3
Informat requirementsinthe des/ Board/
ion workenvironment Video
• Gainknowledgeon 8
Professi LSC/N1118
vehicleparking
onal
procedure’s
Skills
• Evaluatethe safety 2
Communi- requirements LSC/N1119
cationSkill - KA2,KA3,
Activity • Describe the skills KA4,KA5, 8
Computer that areto be KB2,SA4,
Skills developed for safe SA6,SB9,
operations SB11
• Discover the impor- 8
Computer tanceof road signs
Skills-Activity andrules
2
Exercise
2
Summary
100
95
75
25
0
215
FacilitatorGuide
Annexure II
Assessment Criteria
CRITERIAFORASSESSMENTOFTRAINEES
Assessment Criteria for Consignment Booking Assistant
JobRole Consignment Booking Assistant

Qualification Pack LSC/Q1120
Sector Skill Council Logistic Sector Skill Council of India
Sr.No. Guidelines for Assessment

1 Criteria for assessment for each Qualification Pack will be created by the Sector Skill Council. Each
PerformanceCriteria(PC)willbeassignedmarksproportionaltoitsimportanceinNOS.SSCwillalsolay
downproportionofmarksforTheoryandSkillsPracticalforeachPC
2 TheassessmentforthetheorypartwillbebasedonknowledgebankofquestionscreatedbytheSSC
3 Individual assessmentagencieswill createunique question papersfor theory andskillpracticalpart for
eachcandidateateachexamination/trainingcenter.
4. Topassthe QualificationPack, everytraineeshould scoreaminimumof 40%in everyNOSoverall50%
passpercentage.
5. In caseof successfullypassingonly certainnumber of NOS's,the traineeiseligible to takesubsequent
assessmentonthebalanceNOS'stopasstheQualificationPack.
MARKS
ALLOCATI
ON
ASSESSME ASSESSMENT CRITERIA Total Ou Theory Skills
NT (PC) Mark t Practic
OUTCOME s Of al
(NOSCODEAND
DESCRIPTION)
1. LSC/N1117 PC1. Obtain the workschedule,the list of
(Preparefor clientsto bevisitedfor the dayand 100
Booking) the sequence from the transport
manager. 10 2 8
PC2. Obtain the consignmentdetailsfor
eachclientandthe booking checklist
from the transport manager. 15 3 12
PC3. Findout if which arethe first time 100
clients and the accountbalance,
credit limit details for long term 95
clients. 10 2 8
PC4. Understandpriorities or special 75
conditions(if any)amongthe
consignments. 10 2 8
PC5. Switchon the computerandlogin 25
usingcompanycredentials. 15 3 12
5
0
216
2.LSC/N1118 PC6. Checkandensurethat the computer

(Perform andthe logistics softwareare
Consignme working well without anyissues. 10 2 8
nt Booking) PC7. Ensure there is sufficient stationery
like paper, pens, lorry receipts (LR),
etc. 10 2 8
PC8. Switchon printer, checkink levelsin
cartridge, refill/change if required
andensurethat the printer isin
working condition. 10 2 8
PC9. Haveanyissues/problemssolved
before startingwork. 10 2 8
Total 100 20 80
PC1. Receivecustomerorders through
email or through telephone calls. 100 8 2 6
PC2. Askandinput the details regarding
the goodsin the consignment,
payment method, pickup address,
destination anddatewhenthe
consignmentmustbedelivered,etc.
in the system. 4 1 3
PC3. For newcustomers,createanew
account(if applicable)andfor
existing customers,checkdetails of
their accountbefore accepting
bookings. 4 1 3
PC4. Basedon these details, determine
the type of truck neededand
whether aFull TruckLoad(FTL)or
Lessthan TruckLoad(LTL)isneeded. 8 2 6
PC5. If FTListo beused, find out the
marketratesdependingon the
destination andthe load. 8 2 6
PC6. Selectthe mosteconomicaloptions
andcontact the transport companies
to checkif they haveanytruck
available to meet the requirement. 4 1 3
PC7. If trucks areavailable,hold abooking
or elsecontact the provider of the
nextmosteconomicaloption, check
for availability andhold abooking. 8 2 6
PC8. If LTListo beused, find out the fixed
marketrate dependingon the
destination andthe load. 4 1 3
PC9. Contact transport companies, check
for availability andhold abooking. 8 2 6
PC10.Addthe company'smarkup and
provide the quote to the customer. 4 1 3 100
PC11.Receiveapprovalfrom the customer

andconfirmthe bookings.
95
4 1 3
PC12. Print booking invoices with 75
consignmentdetails for each
customer. 4 1 3
25
0
217
FacilitatorGuide
PC13.Escalateto transport managerif

there areno available truck
companies to meet the customer
deadlines. 4 1 3
PC14.If the order needsto bedropped,
callup the clientat the earliestand
explain inability to carryout the order . 4 1 3
PC15.Coordinate with the customerand
the transport companies to fix up a
time to pickup the consignment. 4 1 3
PC16.Goto the clientlocationat the
agreed time, count andverify the
consignmentwith the bookinginvoic 4 1 3
e
PC17.If there areanydiscrepancies, have
themresolved with the customer. 4 1 3
PC18. Fill out the Lorry Receipt (LR),hand
over one copyto the customer, one
copyto the truck driver and retain
3copies for thedepartment. 4 1 3
PC19.Depending on the mode of payment,
addit to the accountor receive the
agreed percentageof the costas
advance. 4 1 3
PC20.Visitother customersat the agreed
times,checkthe goodsandcomplete
the documentation. 4 1 3
Total 100 25 75
3. LSC/N1119 PC1. Return to office after visiting all the
(Perform Post clientsandrefresh the computer
Booking system. 100 12 2 10
Activities) PC2. Verify existing details about each
order andwith the respective LRand
update anychangesasrequired in
the system. 12 2 10
PC3. Update tracking information for each
order sothatit canbetrackedby the
consignmenttrackingexecutive. 7 2 5
PC4. Sendinformation pertaining to the
documentation clerksothat billing
invoices canberaisedfor each
customerorder. 7 2 5
PC5. Filethe LRcopiesforrecords
purposesaccordingto company
policies. 12 2 10
PC6. Inform the transport managerabout
anydelaysin picking up of
consignments, missedpickupsby
the transport providersor cancelled 100
orders. 12 2 10
PC7 Reportanyissuesfacedin negotiation 95
with transport companies regarding

prices or anyother issuewhile 75
booking customer orders. 6 1 5
25
0
218
PC8. Preparereports on the trend in

marketprice of FTL,LTL,reasonsfor
cancelling or being unableto take
up acustomerorder,etc. 8 3 5
PC9. Saveall data,safelylogoff and
switchoff thecomputer. 6 1 5
PC10.Disposeanyunnecessary
documentation andforms. 6 1 5
PC11.Visually inspect the workareato
ensurethat it is clean. 6 1 5
PC12.Checkto ensurethat the computeris
off andthat the work areaisready
for the nextworkday. 6 1 5
Total 100 20 80
4. LSC/N1128 PC1. Complywith safety regulationsand
(Maintain Health, proceduresin caseof fire hazards,
Safety and bio-hazards, etc. 100 10 3 7
Security PC2. Wear all safety equipmentincluding
Measures while protectivegear,helmets etc.when
booking visiting customersandcheckinggoods. 10 3 7
consignments) PC3. Followorganizationprocedures with
respecttodocumentation. 10 3 7
PC4. Recognizeandreportunsafe
conditionsandpractices. 10 3 7
PC5. Adhereto security regulationsof the
company 10 3 7
PC6. In caseof signsof anyemergency
situation or accidentor breachof
safety immediately follow
organizationalprotocol to deploy
action 10 3 7
PC7. Identify reasonsfor occurrenceof
incident 10 3 7
PC8. Capturereasonsandresponse/action
takeninto incidentreport/note to
manager 10 3 7
PC9. Report anydeviationsfrom standard
protocol along with reasons(if any) 10 3 7
PC10.Visually inspect the activityareaand
equipmentfor appropriate andsafe
condition. 10 3 7
Total 100 30 70
100
95
75
25
0
219
FacilitatorGuide
Notes
100
95
75
25
0
220
100
95
75
25
0
221
FacilitatorGuide
100
Address : Unit 'E' 10th floor, IIT Madras Research Park,
Kanagam Road, Taramani, Chennai - 600 113 95
Email : [email protected]
75
Web : www.ciilogistics.com
Phone : 044 - 42928900
CIN No. : 25
Price: ` 0
978-1-111-22222-45-7
222

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ReferenceID: : LSC/Q1120, Version1.0

Copyright © 2016 LogisticsSector Skill

Skillingisbuilding abetter India.

Shri Narendra Modi

Ask Explain Elaborate FieldVisit Practical Lab

Demonstrate Exercise TeamActivity FacilitationNotes LearningOutcomes Say

Resources Activity Summary RolePlay Example

AnnexureI: Training Delivery Plan

UNIT1.2 : About theCourse

UNIT1.3: Importance of Warehouse in Supply Chain

UNIT1.4: RolesandResponsibilities of aConsignment

Atthe endof thismodule, studentswill beableto:

UNIT2.1: Different typesof DocumentsRequired

2.1.1: Understandingson anAirwaybill

2.1.2: Understandingon Courier Tracking

2.1.3: Understandingon Packagingand labelling

Atthe endof thismodule youwill beableto:

UNIT3.1: Activitiesinvolvedin ConsignmentBooking

Fig 3.1 - Lorry Receipt

UNIT3.2: Checkingout for Challengesin TransportingConsignment

UNIT3.3: InspectingtheStatusandPrioritization of Work

UNIT3.5: KnowledgeandUnderstanding Company’sSafety

UNIT3.6.2 : DetailedUnderstandingof theTrackingSystems

UNIT3.6.2 : Natureof ProductsTransported

Explosives: This class contains articles,

Gases: This class contains compressed

Flammable gases: This category includes

Flammable liquids: Aflammableliquid has

Substa ncesl i abl e to sponta neous

Toxic substances: Substances in this class

Atthe endof thismodule the studentswill beable to:

Steps:In Performing ConsignmentBooking

STEP1: CollectCustomerorders STEP2:CheckLoadingarrangements

STEP3: Determinethe truckto be used STEP4:Crosscheckrates 100

STEP5: ContactTransport Companies STEP6:ArrangeEconomicaltransportafter

STEP7: Confirm withCustomer STEP7: PrintInvoices

STEP7: Reporting onnon-availability &Drop

Steps:In Performing ConsignmentBooking

STEP3: Inspectconsignment for numberof STEP4:Any discrepancy,try to resolve

STEP7: Move on to nextcustomers

5. Perform Post Booking

Atthe endof thismodule the studentswill beable to:

• TheabovecanalsodepictedusingGooglemapsandsharethe output to the studentswithvarious

Fig 5.1 - GPS TrackingSystem

• Theexplanationshould beprovided withapriceconfirmationemailof the customer,alsothe

6. Safety, Security, Health

Unit 6.3 - SkillstoDevelop

Atthe endof thismodule the studentswill beable to:

UNIT6.1: SafetyInstructionsto beFollowedin Workplace

Fig6.1- FireExtinguisher Fig6.2 -SafetyMask

Fig6.3 - Personal ProtectiveEquipment's

Fig6.4 - Twowheeler DriverPPE's

• Lorry Drivers &AttendantsRequirement

• Damageduetorain/ flood/ fire

Notesfor Facilitation 100

Introduction: Employability andEntrepreneurship Skills

ThisFacilitator's guideincludes variousactivitieswhichwill help youasafacilitator to makethe sessions

2. Tobeginwiththe endin mindsetsthe expectationsof the participants aswhatcould bethe important