Thursday, December 17, 2009

Interview Questions & Answers

One of our student attended interview lectures taken by our Founder & CEO Mr Piyush Bhatia. He asked the following questions after the Interview Training.

What kind of salary do you need?
Looking at the experience I have, I am looking for a salary of Rs xx lac's (per annum).

What is your philosophy towards work?
I believe in being professional at my work and focusing my efforts on increasing my contribution to the profits of the company. The more I do that the more I grow.

Explain how you would be an asset to this organization.
My expertise in this field, dedication and passion will help the company / department grow. I have plans for training my colleagues and building a strong and reliable team that will produce extraordinary results.

Tell me about your dream job.
Working in your company has been a very long dream. Ideally, I would like to work in an environment which encourages one to take on challenges, make mistakes, learn from them. Also I encourage the same to my team members. I know it is not possible to find a department without issues and I know these issues themselves are an opportunity to grow.

Wednesday, December 16, 2009

Developing the Right Attitude

Common Traits of Successful People

If we study the lives of successful people we will observe that irrespective of their careers every successful individual carries one common trait.
It is interesting to note that all of them have a positive attitude!

Planning Your Career

We all want to accomplish something or the other in life.. But are we specific when we talk of our goals? It may be any profession that you have chosen for yourself but what’s important is that you clearly define your goals. In fact you should not only be specific about your goals and destination but also about the period of time in which you see yourself accomplishing it. Writing your goals on paper is a good way to begin.It’s a commitment you are making towards turning your dreams into reality.. Remember that life is not a fairytale! A goal not written on paper is merely a wish.And we are not talking of wishful thinking. Writing your goals validates that you believe your goals are attainable.Your faith is very important for your success and is the key to a positive attitude. You’ll be surprised to know that the vast majority of people do not write down their goals. You can proudly pat your back after writing your goals out on paper.You’ll stand out from the rest of the crowd!

If you are still unsure about it then consider this. Have you seen anyone constructing a building without sketching and confirming plans for construction. The answer is no. Then why not put down our career plans on paper in a complete form. Once you do that, then you are already half way towards achieving them. Next comes perspiration and persistence.

The fact is that many people live life without any purpose. They spend a major part of their life wandering around looking for a purpose, a way to live, a dream, a goal to pursue. Such people are seldom successful. This leads to bad attitudes. When they don’t get the desired results, they start cribbing and growing resentful. They often sulk and blame other people around them or may be even blame society for their failure. They live a life of a victim. They also blame their luck for not supporting them.

A wise man knows that the secret of being successful is in being aware of the direction in which we are traveling. Such a man also knows that the road to achieve your goal might have hurdles on the way.

Let’s talk about luck: It is likely for people to consider a certain group of people lucky because they don’t have to try hard and yet have everything. They sure are lucky, aren’t they? Certainly. However according to me luck is a blend of opportunity and preparation. Opportunity knocks at our door every passing day. We need to be prepared to recognize and grab those opportunities. If we know our goal very well right from the beginning, then we can prepare ourselves from the outset and make full use of the opportune moments.

In case you are not aware yet about what you want out of life, Let me tell you that you are among the 98% of all population. One way to know what you really want, is by doing this exercise. Imagine you have just won a cash prize of 50 million dollars. Keep your eyes closed and see yourself doing all the things that you want to for the next few years. It is possible that very soon after doing many activities like traveling around the world, buying luxurious homes, leading a lavish lifestyle, a stage will come when you would want to do something with your everyday life. After leading a life of luxury and having done all that you wanted to do a point will come when, you would ask yourself ‘What next?’ Listen to the answer carefully. It needs immediate attention. Start working towards it right away. Your answer may not match what you are currently doing for a living, but identifying it can be your starting point!

Monday, December 14, 2009

Customer Service Industry - Past, Present and Future

Our Founder & CEO, has this to say regarding the Past, Present and Future of Customer Service Industry.

What has led to the widespread emergence of the customer service industry in the last decade or so?

  • The world economy has seen immense changes in the last decade. Countries were earlier competing on production capacity and quality. Production became stagnant in the last decade as everybody produced the same quality of TV at the same price. Purchase decisions, hence, are based on the quality of service the company offers. Again, brands take longer time to develop by providing excellent as product can be compared by looking at the features, but customer service can be known only by word-of-mouth.

What are the qualities one must posses to make a foray and sustain in this industry?

  • Customer Service, Marketing & Sales – itself means a lot of interaction. It may be in person, on phone or both. A fresher requires to posses excellent Communication Skills to start with. A personal liking or passion for interaction increases the chances of getting the first job. In addition to Communication Skill, one requires to be presentable, assertive, enthusiastic, confident and ofcourse a very good listener. In order to grow in this industry one must posses managerial & leadership skills, be organized and be business-oriented.

What are the growth opportunities (scope) offered by this sector once one has set a footfold?

  • Once one starts with being a Customer Service Executive, depending on the company & domain one is in, personal inclination towards certain profile and most important based on performance one can become a Team Leader, Quality Manager, Process or Soft Skills Trainer, Head of Operations / Sales.

Please comment on the pay scale in this sector (what can freshers expect and a rough idea by how much will this figure increase once a person has gained sufficient experience?)

  • A fresher with excellent communication skills can start with a payscale of Rs 1 lac to 2 lac, again depending upon the other factors like qualifications, age, industry and the company. Within 2-3 years, by demonstrating excellent performance one can expect a 100% jump in the pay packet and other rewards such as incentives, higher designation, performance bonuses, perks and other facilities.

Please comment on the future of customer service industry

  • The industry as of now is very exciting and will become more exciting and also a bit competitive as we move ahead. As happens in any industry, the best ones will be rewarded handsomely. Companies will increase budgets for customer service and a lot of investment will go in training and developing, so top performers in this industry should expect exposure to the best, new growth opportunities both in terms of compensation and job profile and ofcourse upgraded lifestyle.

Wednesday, April 29, 2009

Special Discount on Advanced English Speaking Course

BM English Speaking offers a Special Discount of Rs.1000/- off* on regular advanced English speaking course. You can get this discount at any institutes of BM English Speaking. Advanced English Speaking Course will conduct grammar practice, fluency practice, group discussions, presentations, body language, interview training, vocabulary, business english, voice & accent, and email drafting.

For more info visit: or
Call on: +91 022-2861 7935 / 97694 42224

Friday, March 6, 2009

Preparing for a Business Presentation

Setting up and giving your initial business presentation or speech can be discouraging. At times you may find it tough to decide what you wish to speak and how to speak it, or probably the idea of speaking in front of the spectators frights you. It is a fact that some people are naturally skilled at public speaking, but with the help of direction, anybody can prepare and deliver an authentic speech that will be considered for all the perfect reasons and motivation.

Your primary step might be to sit down with a pen and a paper and charge ahead into the first line of your speech. However, you will preserve much time and effort, not to state much provoking re-writing, if you start instead of dedicating some amount of time to cautious scheduling of your speech. Through efficient preparation, you will be capable of answering or sorting out all the queries and doubts related to your speech before they come up. The contents of your speech and how you deliver it, are based on five significant aspects namely:
Spectators or listeners.
Extra information.

Circumstances: -
The circumstances will naturally have an immense bearing on you presentation. The aspects that contribute to the circumstances are the amenities available for your presentation, time and the background of your presentation.

Amenities comprise the venue, seating, lighting, projection facilities, ventilation, sound, etc. Generally, experienced and qualified speakers check out the room or hall in advance and come prepared for any lacunae.

Time refers to both, the time of the day you are going to give presentation and the duration of your speech. Uncomplicated and realistic presentations may work well during the morning time, but if you need to give a speech after dining, you have to adjust your observation or comments to the circumstance. As far as the time limit of the speech is concerned, most commercial presentations are short or to the point. As a result, it is advisable to present the main or significant points or terms in the first few minutes.

Background refers to the events surrounding your speech or presentation. It is your duty to regard your group members, whenever you are presenting in a group. It may happen that they might have probably left a good or bad impression in their minds of the spectators and therefore, you need to adjust yourself to the present situation just before presenting your part. Apart form these events; the current state of affairs in your organizations can also affect the presentation. For instance, if you are supposed to present a new proposal on budget just after your organization has undergone a fiscal loss, you should highlight or pay more attention to those factors of your budget that focus on reducing the costs.

The circumstances will state not only the content of your presentation, but also the time, the tone, and the expectations of the spectators. For instance, laughter or humor may be improper at the time of commercial presentation, while it is always acceptable at the time of wedding speech, or a sports event. You should also be conscious regarding your responsibility and task and any sort of observations that you make at the time of your presentation. For instance, if you are presenting the final report of your project to a group of seniors, you have to be cautious of the short time, firm but polite tone and also the expectations of your seniors. Be careful of the circumstances and your role in it.

In BM English Speaking's Advanced English and Communication Skills course, participants are trained to prepare for professional presentations. For more information log on to:

Wednesday, March 4, 2009

The Context of Business Presentations and Public Speaking

The most significant thing is the potentiality to speak efficiently in front of public. Associates of groups, companies or institutes have to frequently deliver speeches to large or small groups of people. We generally deliver speeches to give details of our concepts or plans, to give the information of research or explorations, to persuade people of the course of achievement, or to entertain at a meal. It makes a huge difference to the spectators or listeners what they think about us, whether we deliver a fine speech or not. Instead of a vague presentation, having the potentiality to convey the information and concepts undoubtedly and in a well-structured manner, in front of a group of people is a practical skill. Simultaneously with computer knowledge, professional presentation skills are gaining much importance and becoming a new endurance skill at the workplace. People have great pleasures for the presenters who are appealing, involving and instructive. Your presentation fundamental will remain the same, whether you present to the internal or external spectators.

Marketing managers and financial managers deliver presentations to potential clients. Brand managers recommend new thoughts to the organization and present the new merchandise to the sales force. Departmental heads and shop floor supervisors concise their senior managers on current growth in their respective departments. Apart from that, they also elucidate new policies and procedural amendments to their assistants. Apart from these situations in which presentations are given, there are also presentations from the engineers and scientists involved in the research and growth activities of their organizations.

Now let us see whether a commercial presentation varies from public speech or not. A presentation is an official conversation or discussion with an individual or a group of individuals and ‘presents’ thoughts or instruction in a comprehensible, structured manner. Public speaking refers to speaking officially to a group of listeners. Though, in most respects, both these types of verbal communication remain the same, they vary subtly in stipulations of the purpose of the speaker, background and anticipation of the spectators, the quantity of information that is to be delivered, and the level of conversation to be permitted.

The subtle points of difference between Commercial Presentation and Vocalization i.e Public speaking are as follows:
1) The main aim of speakers in commercial presentation is to give the spectators what they know they require. Whereas in public speaking, the main aim is to give the spectators what they believe they want.
2) The types of spectators in commercial presentations are generally homogenous in terms of their knowledge, area of academic or professional interest, etc. Whereas in public speaking, it’s generally heterogeneous.
3) The expectations of spectators in commercial presentations are perfect notification regarding the subject. Whereas in public speaking, the spectators do not expect a lot of information.
4) In commercial presentation, the quantity of information is additional. Whereas in public speaking, the quantity of information is limited.
5) In commercial presentation, the level of communication is additional, as the spectators are willing to get the perfect knowledge regarding the subject comprehensively. Whereas in public speaking, the level of communication is limited, as a general understanding is aspired by the spectators.

There are some specific reasons why the organizations are keen to have an executive deliver a presentation. The points are as follows:
1. To manipulate significant decisions.
2. To magnetize the media and public awareness.
3. To create an icon.
4. To explain the significance of organizational amendments.
5. To chase away rumors.
6. To present conclusions before a committee.

On scrutinizing these state of affairs, perhaps you may examine that, though each one appears to belong to the group of commercial presentations, two of them, the second and the fifth, can be grouped under the category of public speaking or say vocalization, due to the variations talked about previously.

In the BM English Speaking's Advanced English Speaking Course, participants are trained in public Speaking and delivering Effective Business Presentations. For more information log on to:

Listening Task and Taking Initiative

Merely speaking and writing is not regarded as communication but also ‘listening’, which is often skipped by the people. It is considered that maximum percentage of people have a less efficiency of listening than they believe, and many are not good listeners. These days there are many corporate companies which take much effort in improving inter-personal communications, have confident skill development in reading, writing and speaking. Listening skill is always recommended for enhancing. Many people do have wrong notion that listening is related to hearing. Some people may be very good at hearing, but due to their lack of listening skills, what they understand is not necessary what is being said.

Regarding all communication skills, listening is the most primarily learned and the most frequently used, many are lacking behind and have not mastered. Listening is that skill which underlies all leadership skills. It is the pitch of developing and maintaining relationship, decision making and problem solving. Being leaders, half of our time is spent on communication time listening and much of it is wasted since we do it so poorly. It is such a part of our routine life, in our careers as well as at home, that we take it for granted sometimes. In administrative leadership, the innovative managers are good listeners. They give their advice by listening keenly to their staff or workers. Basically they possess the capability of drawing out excellent in their subordinates and then add to it. Why is it then that while the art of listening is recognized by many researchers as one of the most essential qualities a leader can possess, poor listening is identified frequently as the most common deficiency in leaders? Listening skills are often disregarded or simply taken for granted. Ultimately, there are chances of a lot of difficulties raise in communication.

Leadership is one of the most extensively conversed topics in business today, yet it continues to be puzzling and vague to many people. Merely understanding leadership and the act of leadership is not limited to a select few. It survives at all stages of an organization. The provisions of leadership management are frequently used interchangeably. This is frequently acknowledgeable, as many of the human resource skills are precious in both disciplines. However, they do have a considerably various focus. Management is a foundation of focus, or how to achieve things. Leadership is the uppermost line focus, or whatever is the leader willing to achieve. ‘Management is doing the things right; leadership is doing the right things’. Leadership is not limited to those who are nominated or employed. There are innumerous people who have the caliber to become efficient leaders. In real sense, all the stages of people should practice leadership if they want to attain their target. At time, it may also happen that many people tend to vary in caliber, but each and every person can become more efficient through awareness of the concepts of leadership and increased self-understanding.

There are two fundamental kinds of leadership: Tranquilized and Transfixed.

Tranquilized leaders persuade followers or supporters by means of business or deal. It means they provide their followers wealth, appreciation, or some kind of other reward in exchange for the follower’s effort and performance.

Proficient or knowledgeable leaders support their followers to enhance the confidence that is required for achieving goals. Transfixed leadership, however, involves a powerful personal recognition with the leader. Their followers bond in a shared vision of future, going beyond self-interest and chasing for personal rewards. They persuade their followers to perform further.

In BM English Speaking Advanced English & Communication Skills Course participants are trained to develop their listening skills. For more information log on to

Wednesday, February 25, 2009

How to Develop Listening Skills

Instructive listening is a listening in which the main objective is to understand the message clearly. We can say that listeners are so much successful that after reading the message they tend to understand and take the same meaning which the sender anticipated. In all the hooks and corner our lives we can find instructive listening.

A lot of our knowledge comes from instructive listening as in, we listen to instructions or lectures given by teachers- and whatever knowledge we get or grasp is all depended on how good we listen. Also in the work place, we to understand new innovations or procedures- and our performance depend upon how well we listen. We listen to instructions, briefings, reports as well as speeches.

If we do not listen properly, we would not be equipped with the information that we require. But sometimes, even cautious listening may be critical. In simple manner, effective instructive listening demands that you contemplate on the message and understand its source.

There are three main variables related to instructive listening:

Vocabulary: The accurate co-relation between vocabulary and listening has never been determined, but indeed if you increase your vocabulary will increase your caliber for better understanding. If you wish to improve your vocabulary, the first and the foremost thing is you should have keen interest in words and languages, making conscious efforts to learn new words and breaking down unfamiliar words into their component parts.

Concentration: Perhaps you remember periods when someone was not paying attention on what you were saying and you can also remember the times when you were not concentrating on someone when he was telling you something. At times, listeners try to divide their attention between two competing stimuli. At other times, listeners are preoccupied with something other than the speaker of the moment. At times, it also happens that listeners are too keen with the message that is delivered because of their requirement. Concentration requires discipline, inspiration and approval of responsibility.

Memory: Memory is the most crucial variable for instructive listening; you cannot process information without bringing memory into play. More specifically, memory helps your instructive listening in three ways:
1) it helps you recall experiences and information required to function in the world around you. In other words, without memory you would not have knowledge bank.
2) it launches expectations regarding what you will stumble upon. Without the memory of your past experiences, you would not be able to drive in heavy traffic, react to new situations, or make common decisions in life.
3) it permits you to understand what others say. You could not understand the meaning of messages, without memory of concepts and ideas.
4) Remarks which are filled with sentiments of antipathy, defensiveness or skepticism.
5) It can hamper speaker by puzzling or diverting into tangents.

1) Encouraging feedback can demonstrate interest through suitable eye contact, smiling and animation, nodding, leaning forward, verbal strengthening as in “I see” or “Yes” and phrasing interpretations of the comments for verification.
2) Instead of hampering the speaker, these must be timed or assisted.

Other Obstructions for Efficient Listening

Due to the multifaceted process of communication, there are many variables which are put forth while we try to listen. They can be sorted as:
Physical conditions / corporal conditions: There are many noises which disturb as in irritating noises, weak acknowledgement, uncomfortable seating arrangements, and physical distress due to temperature which is not suitable, etc. form a hurdle. If you cannot control these hurdles or barriers then the most efficient way to overcome is nothing but concentration.
Informal attitude: We can obviously suppose that if you are hearing, then it is a must for you to listen and one of the major for of these hindrances is lack of efficiency and concentration.

Ratio of speaking and thinking: Generally we speak at a ratio of 120-140 words per minute but our brain is able to grasp as much as 350 to 400 words approximately per minute. It means that we do have sufficient quantity of “leisure period” in which our mind can get distracted and switch-over from the difficult task of crucial as well as cautious listening. It is during this “leisure period” that many listeners surrender to exterior distractions.

Hasty assessment: This is the attribute of leaping to wrapping up or concluding. As remarked by one of the great persons, that the difficulty is the tendency of human beings to estimate what is said from one’s point of view only, the lack of capability to procastinate an estimation because of communication in the specific situation. This instant estimation sets up a reaction of series that colours one’s response to a speaker.

Position and function: Your impression to a person’s position will determine to a large degree, whatever you learn from him/her and how he/she will be inspired by your attributes. Position co-relation between the speaker and the listener, as well as the different roles they both play is often determined the success or failure of the communication act.

Communication background / message framework: Another component that powers the process of communication is what we will refer to as messaging background. The ultimate result is impacted because of the place of encounter “the where”. All of us react in our own way at our homes, for example, at school or college, at workplace or at any party or function. The ground of our acts helps to manage both, our messages and our responses.

It permits you to understand what others say. You could not understand the meaning of messages, without memory of concepts and ideas.
1) Remarks which are filled with sentiments of antipathy, defensiveness or skepticism.
2) It can hamper speaker by puzzling or diverting into tangents.

1) Encouraging feedback can demonstrate interest through suitable eye contact, smiling and animation, nodding, leaning forward, verbal strengthening as in “I see” or “Yes” and phrasing interpretations of the comments for verification.
2) Instead of hampering the speaker, these must be timed or assisted.

In BM English Speaking’s Advanced English & Communication Skills Course participants are trained in developing Listening Skills. For more information log on to

Monday, January 5, 2009

Essence of Personality Development

Most of us are under the misconception that the physical appearance and various other external characteristics of an individual is an epitome of his or her personality. We all stress on factors such as height, weight, stature and complexion in context to personality. But if you thought that it's only the external beauty or physical perfectionism of an individual that is a decisive factor of personality then it’s high time you need a reality check.

Indeed, physical appearances do matter, but since most of them are beyond our control it's useless to waste our time and energy thinking on them. Besides physical appearances, there are various other qualities that one needs to polish. In today's world, Personality is reflected as the 'Brand 'of an individual. In essence, personality consists of three aspects namely:

Personality development is basically about polishing your behavioral and communication skills and improving interpersonal relationships, attitude towards life and ethics.

Character is one of the essential factors in determining an individual’s personality. Many renowned psychologists are of the opinion that improvising character and behavior alone can influence one's personality immensely. In fact, all the other features building an influential personality will be of no use if the person lacks a good character.

A person's conduct or behavior is equally important in grooming one's personality. Personality of an individual is like a building. A building can stand strong only if it has a strong foundation. Similarly, a personality can impress others only when it has a admirable foundation that is attributed by good behavior and conduct. Good behavior is a key to success when it comes to personality development. The more courteous you are, more will the people admire you. A personality developed on the solid base of values and ethics will always outshine you from others.

The person, who wishes to improvise his /her overall personality, needs to have the aspiration and fortitude to work towards it. As it's said 'Rome wasn't built in a day'; likewise is the personality development. It needs time, effort and determination.

Every individual is unique and each one of us have innumerable hidden qualities that we are unaware of. The quintessential thing is to discover those qualities and polish them. And then with a positive attitude, a good character and sound behavior, developing an outstanding personality will not be so arduous. In wise words of Spiritual Guru Swami Vivekananda- "All Power is within You"

In the BM English course, we help you develop your communication and your personality.