Chapter 1

ITES Profile

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1.1 ITES in Bangladesh

Information Technology and Information Technology enabled services (IT/ITES) as

sectors would need to be a large part of this national mission on training and skill
development which would also meet the national aspiration to shift the ‘share of
contribution to GDP growth’ to IT/ITES sectors. The primary objectives of the project
are to catalyze the growth of Bangladesh’s IT/ITES industry for employment creation
and export diversification. Some of the specific objectives of the projects are to develop
skilled manpower for IT and ITES sector over three years through a World Bank funded
program have been envisaged. These are among the largest integrated Skill development
IT/ITES sector projects of their kind in the world.

The Top-up IT and ITES Foundations skills are important projects not just for their scale
and comprehensive skill development scope but with a potential to transform lives of
large number of citizens, create an enormous talent pool for Bangladesh in the ICT and
ITES sectors and kick start development of the two sectors.

These projects are the first of their kinds and will be benchmarks for large scale skill
development execution initiatives in the country. Supply creates its own demand and the
Endeavour is that these integrated initiatives will create a talent pool which along with
other initiatives in the country will encourage foreign and domestic investments in the
IT/ITES sectors in the country.

1.2 ITES Stakeholders

1.2.1 Graduates:

It will be a career shaping and life transforming opportunity for the graduates who would
get selected and qualify for this fully-funded, government program. They will get to
learn from qualified trainers, interact with industry leaders and receive a recognized
certificate if they qualify the certification examinations and meet the strict attendance
requirements. The programs will open up national and international career opportunities
to the graduates post these programs as the programs are employment linked.

1.2.2 Universities/Institutions
These programs complement their efforts by providing industry-aligned top-up or
finishing modules for the graduates certified thereby enhancing their employment
opportunities. The selected faculty members from the universities and academic
institutions would be trained locally and internationally and certifies thereby enhancing
their institutional capacity.

1.2.3 Certification Agencies

The identified certification agencies are a key stakeholder for these programs because
they enhance the skill portability of the graduates through their widely recognized
accreditation and help maintain quality standards for the program.

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1.2.4 Sector Associations and Employers
The industry leaders, sector association and employers in particular and the industry in
general are among the key stakeholders for these programs at all their stages. They
contribute to shaping the programs and are among its largest beneficiary from the
trained, certified and industry ready professional the It will be a career shaping and life
transforming opportunity for the graduates who would get selected and qualify for this
fully-funded, government program. They will get to learn from qualified trainers, interact
with industry leaders and receive a recognized certificate if they qualify the certification
examinations and meet the strict attendance requirements. The programs will open up
national and international career opportunities to the graduates post these programs as
the programs are employment linked.

These programs complement their efforts by providing industry-aligned top-up or

finishing modules for the graduates certified thereby enhancing their employment
opportunities. The selected faculty members from the universities and academic
institutions would be trained locally and internationally and certifies thereby enhancing
their institutional capacity.

The industry leaders, sector association and employers in particular and the industry in
general are

The identified certification agencies are a key stakeholder for these programs because
they enhance the skill portability of the graduates through their widely recognized
accreditation and help maintain quality standards for the program.

program shall prepare. This supply of talent will be one of the catalysts for the industrial
growth.

1.2.5 The Government Agencies

The government and its agencies associated with the program and the IT/ITES sectors
shall be the sponsors for the program. They shall also be facilitating its successful
execution by supporting the implementation agencies. This shall be a key component of
government agenda on IT/ITES led economic growth.

1.3 Foundational Skills for ITES Segment

This sub-component will develop the foundational skills of ITES professionals in a way
that is closely aligned with the requirements of global markets, and provide training
grants to companies meeting a minimum set of skills development and hiring criteria.
Foundational work skills are fundamental to creating a competitive ITES labour force as
these are necessary for virtually all its sub-segments, including BPO and micro-work.
These skills address areas such as cultural sensitization, basic PC and data skills,
interpersonal communication, and a good professional attitude in general. The advantage
of the alignment with global markets approach is that it would create a talent pool that
can cater to the requirements of the global industry, besides helping to enhance the
quality of the workforce for a range of domestic sectors.

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An anchor institution could be competitively identified to house the program. The anchor
institution could then partner with leading international companies to train trainers, and
provide a quality assurance process for both the trainers and students subsequently
trained by them. This would ensure that the training program is consistent with the needs
of the global market, besides creating a talent pool that would make it easier to attract
investments by the companies associated with the program. In addition; this sub-
component will provide training grants to ITES companies. In interactions with local
companies, it was found that it was possible to rapidly ramp up the number of jobs in the
BPO sector, in case a training program was put in place to address the skills gap. Hence,
the grant program is expected to help companies in Bangladesh’s ITES/BPO sectors to
quickly expand employment and address opportunities in the global markets. It would
also be applicable to international companies setting up offices in Bangladesh, which
would need immediate and customized skills from local companies that have a
developed training program.

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 Chapter 2
Introduction

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2.1 Backgrounds of the report
After completion of 1 years in the MBA program of the faculty of business studies,
Jagannath University, three months organizational attachment is must. So the preparation
and submission of this report is partial requirement for the completion of the Masters of
Business Administration (MBA). This report is outcome of the three month long training
program conducted in Information Technology enabled services.
In Bangladesh today soft skill and technical skill of the young generation is not up to the
mark. To view in this competitive world this skill is very much important. The present
world is running on the basis of the Information Technology enabled Services (ITES).
For this reason I prepared my internship report on Information Technology enabled
Services (ITES).

2.2 Objectives of the report

There are mainly two objectives behind the preparation of this report such as primary
objectives and secondary objectives. These are discussed as under:

2.2.1 The Primary Objective

The primary objective of preparing this report is to fulfil the partial requirements of the
MBA program and to represent the “Information Technology enabled Services (ITES)
Program”.

2.2.2 Secondary Objective

The secondary objectives of the Skills Soft Training Workbook are to give each a
realistic perspective of work and work expectations, to help formulate problem solving
skills, to guide in making appropriate and responsible decisions, to create a desire to
fulfil individual goals, and to educate about unproductive thinking, self-defeating
emotional impulses, and self- defeating behaviours.

2.3 Methodology of the report

I have collected my information/ data from the following sources, which helped me to
make this report. The source can divide into two parts. Such as:
 Primary Sources and
 Secondary Sources
Use both the sources.

2.3.1 Primary Sources

Primary sources include interviews and conversation with trainer of the
Information Technology enabled Services (ITES).

2.3.2 Secondary Sources

Secondary sources of information include:

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  Website of ICT division of Bangladesh.
 ITES website.
 Data provided by the trainer Mr. Raj.
 General Report
 Project Profile
 Journals
 Periodicals, Selected books and other publications etc.

2.4 Limitations of the report

Every task has some limitations. I faced some usual constraints during the course of my
internship. Though I have given utmost effort to prepare this report but there are some
limitations of the study. They are as follows-
i. Short of Time:
I had to complete this report writing within 90 days. So the time constraint of the
report hindering the course of vast area and time for preparing a report within the
mentioned period is really difficult. So I could not go in depth of the study.

ii. Insufficient Data: Some desired information could not be collected due to
confidentiality of.
iii. Lack of in-depth knowledge & analytical ability for writing such report
iv. Another limitation of this report is the policy of not disclosing the facts
v. Some data and information are not available for obvious reason, which could
be very much useful
vi. Lack of enough experience in analyzing data
vii. The report would be much more fruitful if allowed some more time

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 Chapter 3
Group
Discussion

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3.1 Definition
A discussion group is a group of individuals with similar interest who gather either
formally or informally to bring up ideas, solve problems or give comments. The major
approaches are in person, via conference call or website.
Group discussion test depends on the following issues:
 Interpersonal Skills
 Communication skills
Group discussion holds in the factors given below:

Most Commonly at MACRO levels

 Aids Rejection much faster
 To assess group / team behaviour / dynamics
 Facilitates a simulated platform to gauge potential

At MICRO levels
 Leadership Skills
 Motivational skills
 Team play
 Divergent Thinking
 Listening Skills
 Presentation Skills
 Analytical / Logical Skills

3.2 Types of Topics

 Abstract
 Domain specific
 Current Affairs

3.3 Types of Group discussion

 On the Spot group discussion
 Case study Model

3.4 Types of Candidates

 Shocked
 Balloon
 Lukewarm
 Co-ordinator/ Leader (self appointed)
 Winner

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3.5 The Assessment
Spoken English: Must be logical, Coherent, simple sentences nothing esoteric
Knowledge: The amount of genuine facts and figures quoted by a candidate ...no beating
around the bush.
Convincing Power: Ability to push his /her ideas to the group while appreciating others
point of view.
Body language: Signs displayed by the body, that either match or contradict what is
being said or heard.
Maturity: Ability to handle the situation at hand-
 How he/she puts across his / her opinion
 How the participant handles opposition
 How the participant handles pressure
 How the participant either
 Mingles/follows /leads the team.

3.6 Group Discussion-Communication Style

Passive
 Won’t express feelings.
 Won’t disagree.
 Others have more rights than I do.
 Indirect expressions
 Always agrees
 Hesitant.
 Apologetic, Self-conscious
 Trusts others, but not self.
 Allows others take decisions for self.
 Doesn’t get what he wants.

Aggressive
 Everyone should be like me.
 I am never wrong.
 I got rights. But you don’t.
 Closed mind.
 Poor listener
 Dominating and bullying
 Shakes fingers.
 Frowns-glares-stares. Rigid.
 Critical and loud.

Assertive
 Believes in self and others.
 Focus win-win.
 Active listener.

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  Non-judgemental.
 Confident.
 Open and natural gestures
 Direct eye –contact.
 Enthusiasm
 Even tempered.
 Balanced mind.

Dos.... of participating in a GD:

As you have to participate in a Group Discussion. Several questions spring across your
mind. You want to know what actions and gestures can get you positive points and what
can cost you the selection. Here’s a list of Dos and Don’ts of participating in the GD.

 Listen to the subject carefully

 Put down your thoughts on a paper
 Initiate the discussion if you know the subject well
 Listen to others if you don’t know the subject
 Support you point with some facts and figures
 Make short contribution of 25-30 seconds 3-4 times
 Give others a chance to speak
 Speak politely and pleasantly. Respect contribution from other members.
 Disagree politely and agree with what is right.
 Summarize the discussion if the group has not reached a conclusion.

GOLDEN RULE- If you don’t speak well, you will be rejected.

Don’ts......... of participating in a Group Discussion

 Look at the evaluators or a particular group member

 Talk irrelevant things and distract the discussion
 Pose negative body gestures like touching the nose, leaning back on the chair,
knocking the table with a pen etc.
 Mention erratic statistics.
 Display low self confidence with shaky voice and trembling hands.
 Try to dominate the discussion
 Put others in an embarrassing situation by asking them to speak if they don’t
want.
 No Negative Body Language
 Don’t attack people....attack the topic
 Never look towards the GD coordinator.
 Never contradict your previous point
 Never disagree with any candidate in a blunt manner.

Important points to remember.....

 As the name suggests – this is a discussion NOT a debate.
 Aim is not to win/lose –it is to express your opinion while respecting other’s
views

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3.7 Group Discussion –Body Language
Your soft skills definitely come into picture here. Here are some of the things that you
can do to make a winning impression in your GD.
Shake Hands Properly: The handshake is a courteous way to acknowledge your
interviewer but you should not take initiative to shake hands. Let the interviewer shake
hands with you as this is the right way to proceed in an interview. The handshake is the
first unspoken assessment of your personality.

Smile A smiling face portrays exuberance and eagerness and it is a good way to impress
your interviewers and the panel members of the group discussion. A smiling and happy
demeanor shows that you are really happy to be where you are.

Be Careful Of Personal Space Some people may feel comfortable speaking only inches
from the other person while others may need a decent space. When sitting in a group
discussion, you must ensure that you respect the personal space that the candidate sitting
beside you.

Be Expressive and Open Your physical gestures must be expressive and open. You must
try to engage your interviewer by gesturing positively such as keeping your palms
straight and open which demonstrates honesty.

Demonstrate Inquisitiveness Maintaining an eye contact and nodding your head are the
best ways to show your eagerness or interest in an interview as well as the group
discussion.

3.8 Body Language: Things You Should Avoid

 Looking Disinterested
 Signalling Nervousness
 Getting Too Relaxed
 Becoming Defensive

Others: Sitting Posture, Cross legged/arms, Use of Finger, Use of palm, Hand/Fists
positions, Drumming/Fidgeting, Facial Expressions, Hand on neck/ head etc.

Wrong ideas.....
 Have to be Aggressive to be selected
 Speaking more is required
 Always speak in favour
 Everyone must agree to your point
 What you say must be unique
 Wait till there is time to talk

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Common doubts
 What if I am not fluent in English?
 What if topic is totally unknown?
 I know a lot but not others.
 If I am aggressive.
 If I have low voice.
 What should my stand be?
 Can I agree which I disagree in the beginning?
 Is there a need to conclude?

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 Chapter 4
Interview
Handling
Skills

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4.1 Definition
An interview is a structured meeting between you and an employer or conversation
between two or more people where questions are asked by the interviewer to elicit facts
or statements from the interviewee. Interviews are a standard part of qualitative research.
They are also used in journalism and media reporting and in various employment-related
contexts. The qualitative research interview seeks to describe and the meanings of central
themes in the life world of the subjects. The main task in interviewing is to understand
the meaning of what the interviewees say. Interviewing, when considered as a method
for conducting qualitative research, is a technique used to understand the experiences of
others.
You don’t get second chance to make a first impression. Interviewing is a two –way
street
 Employers are attempting to determine if you are an appropriate fit for the job
and their culture
 You decide if the environment is right for you.

4.2 The Purpose of an Interview

4.2.1 THE APPLICANT’S PERSPECTIVE
 Persuading the prospective employer to hire you.
 Displaying confidence in your ability to perform competently .
 Demonstrating interest in the employers’ needs and interests.
 Demonstrating behaviours consistent with your advance Publicity
4.2.2 THE EMPLOYER’S PERSPECTIVE
The purpose of the interview from the employer’s point of view is to assess/ evaluate
your suitability, relative to other applicants, by
 Verifying information supplied in your work search documentation
 Asking question, listening to your responses and observing your body
language.
 Exploring your values , beliefs , expectations, skills , and qualifications as
they relate to the type of work you are seeking
 Gathering information about you to help in making in information
decision.

4.3 Types of Interviews

 Phone-used to screen & narrow the pool of applicants
 One-on-One: most common interview style and incorporates you with the
potential employer
 Panel: Many individuals interview candidate together
 Stress Interviews: Used for specific roles
 Meal : used to see how you interact in a social setting
 On-site Interview: Allows a tour of the facility , meet the staff , and
additional questioning from different managers

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4.3.1 Telephonic Interviews
 Increasingly used as the first selection method-aim is to filter
 Be prepared for call-avoid clueless response
 Get to a noise free place
 Zero distractions
 Simulate a business environment
 Have your resume in place
 Request reschedule if called without notice & are not prepared.
 Practise answers out-loud

4.3.2 One-on-One/ Panel interviews

 Most common format for interviews
 Panel interviews mostly desired for top level job roles

Important Do’s and Don’ts

 Enter with confidence
 Walking to the interview table-Smile and Greet –Hand Shake-Make
Eye Contact .
 Take a seat only after you are asked to
 Sit Confidently
 Take your time- think and answer –don’t rush
 Asking for Water
 Placing your bag or other belongings
 Cell phone

Contd... Do’s and Don’ts in an interview

 Managing sudden itches
 Yawning
 Sneezing
 Eye contact
 Dress code
 Para language
 Managing silence
 Facial expression
Contd....Do’s and Don’ts
 What to do when offered a cup of coffee /tea/any other drink
 Smoking before interview
 Bad breath management
 Chewing Pan/Gutka/Gum
 Perfumes and deodorants
 Handling a panel in place of a single interviewer
 Don’t give –up during the entire interview
 Thank and leave the room

4.4 Interview myths

 The best person for the job gets it

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  Interviews are like school exams-the more you say , the better you’ll
do
 Interviewers know what they’re doing
 Never say I don’t know
 Good-looking people get the job
 If you answer the questions better than the others, you’ll get the job
 You should try to give the perfect answer
 You must ask questions to demonstrate your interest and intelligence
 Relax and just be yourself
 Interviewers are looking for flaws

4.5 Common interview mistakes

 No Communication Skills
 Failing to express oneself clearly
 Not being aware of one’s body language
 Failing to control those nerves
 Failing to give appropriate examples
 Trying too hard to please the interviewer

4.6 Non –Verbal Communication

 Facial expression (Smile, nods)
 Gestures (especially hand and arm movements)
 Body movements
 Postures(the way we stand/Sit)
 Visual orientation (eye contact)
 Physical Contact(handshake)
 Spatial behaviour (proximity, positioning)
 Appearance (including clothes, type and style)
 Non –verbal vocalization

4.7 Body Language in Interviews:

Sitting position
 Attention
 Sitting on the edge of the Chair
 Leaning forward and making eye contact while you answer

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Avoid this posture in an Interview
 Crossed legs
 Legs crossed at ankle
 Hands on the table
 Arms crossed on chest
Right way to sit
 Hands comfortably and naturally placed either in the lap or on the
arm rest

Other hand Gestures

 Relaxed hands
 Open hands
 Clenched hands

4.8 Avoid this in an Interview

 Putting objects in mouth
 Rubbing eyes
 Rubbing Nose
 Head in the hand
 Covering mouth

Never do this in a Interview

 Cracking Knuckles
 Wringing hands or drumming fingers
 Hands on hips
 Hands in the pocket

Handshake:
Types of handshake
 Firm handshake
 Glove handshake
 Palm up
 Palm Down
 Fingertip-grab handshake
 Dead fish

4.9 Eye contact:

Convincing them you’re right for the job

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  Correction preparation
 Knowing the things that are important to interviewers
 Practicing your answers
 Perseverance

4.10 Interview –few basic questions

 Tell me about yourself.
 Why should I hire you?
 What is your expectation from the company ?
 Describe your ideal career?
 What is your strength?
 What is your weakness?
Tell me about yourself: Also termed as ‘run me through yourself’ or ‘give me a profile
sketch’. It's one of the most ubiquitous interview questions, and often one of the most
difficult. With such a wide breadth of possible answers, it can be overwhelming to know
where to start.
Suggested Answer –
 Know your interviewer’s greatest need....
 Start with the present
 Match qualifications to what interviewer is looking for

Don’t forget to mention ...

 Who you are – personality
 Experience/industry exposure
 Career aspiration

What are your greatest Strengths?

Also paraphrased as ‘What are you good at’ or ‘What is your biggest positive’ or
‘What do you excel at’ etc.

Suggested Answer

 Feeling energetic – If something gives you a buzz and makes you feel
energised while you're doing it, chances are it's a strength
 Using positive words and phrases – If you find yourself saying ‘I love to
…’ or ‘It’s great when …’, you’re talking about a strength
 Early memories – Strengths often have deep roots in our early lives, so there
may be something you remember being good at from a young age
 Feeling like ‘the real you’ – You take pride in what you're doing when you
play to your strengths

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  Being keen – If you never need to be asked twice to do it, you're likely using
a strength
 Ease – Is there anything you do that comes so easily you barely feel like
you’re trying?
 Paying attention – You’ll naturally focus on things that are playing to your
strengths
 Learning quickly – If you find you can pick something up very quickly,
you're probably using a strength when doing it
 Feeling motivated – If you're happy to do something even when you don't
have to, it’s a strength
 Others-- Good communication Skills, Intelligence, Diplomacy, Sense of
humour Clarity & Organizational skills, Leadership, Honesty, Team player,
Dedication.

What are your greatest weaknesses?

Also paraphrased as ‘What are your negative’ or ‘What are things you aren’t good at’
‘What affects your performance’ etc. this is question that no one ever quite knows how
to prepare to answer.

This single question has the power to determine in one swift blow whether you are a
potential asset or a liability to a prospective employer. Luckily, there is a solution –
prepare in advance for this dreaded question, and you will tame the monster! Don’t
disguise strength as weakness.

suggested Answer

 Make a list of honest weaknesses- we all have them

 Examples-I’m not good with MS Excel
 I’ve trouble working without clarity, I need specific instructions
 I take time to break ice with new people
 Managing time
 I tend to ask many questions
Your job role must have nothing to do with your weakness also be ready to explain how
to overcome the weakness

Why Should I hire you?

Your answer must highlight your skills and relate it to the job role ....
Example- Ma’am/Sir....I have the right attitude , I am very focused in my work and hard
working , I have always wanted to be a part of the <NAME> industry because I consider
my core skill set to revolve around people / Technology ...I am a very strong player and I
have both theoretical and functional knowledge about <DOMAIN> .... I am confident I
will be an asset if hired.

Where do you see yourself five years from now?

 Reassure your interviewer that you’re interested in long –term

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  Avoid being too specific, i.e., naming the promotions you some day
hope to win, you’ll sound presumptuous. If you’re too vague, you’ll
seem aimless
 Suggested Answer- I am interested in this <JOB ROLE>and want
grow with time in <Org Name>
 Judging by what this position is about, it’s what I’m looking for and
what I am very well qualified to do.
 In terms of my career path, I think if I do my work with excellence,
opportunities will open up.

Why do you want to work at our company?

The hiring manager asks a rather simple interview question, yet it catches you off guard:
"Why do you want to work for this company?" The obvious answer that comes to mind
is, "Because you have an opening, and I need a job." While this may be true, it won't
earn you any points in a job interview. The interviewer is looking for an answer that
indicates you've thought about where you want to work -- that you're not just sending
your resume to any company with a job opening. Researching the company and industry
before your interview will make you stand out as a more informed and competent
applicant. Some ticks are given below:

 Describe your ideal company, location and job.

 A place where I can learn and grow where I am allowed to enjoy
good work culture
 I’ve always loved small towns<if you are applying for a job in a small
town> .... name the place
 I’ve always loved Big towns< if you are applying for a job in a Big
town>..... name the place

What are your career options right now?

Suggested Answer
Fresher: Ma’am/ Sir, I’ve applied for a couple of organizations and am awaiting their
response , my career preference is however more inclined towards <JOB ROLE>. I will
be excited if my candidature fits your requirements and if i can be a part of your
organization.

What books have you read lately?

Hopefully you all have reading habits and hopefully you have a book to mention ... if
Not... READ A BOOK ... start TODAY

What are your outside interest?

Also paraphrased as ‘what are your hobbies’. Do show the interviewer that you have a
life outside of work. Are you a sailing fanatic? Writing a novel? Do you collect antique
horseshoes? Just remember, when you talk about your passions outside of work,
moderation is the key. It’s okay to say you’re a Star Trek fan. It’s not okay to speak
Vulcan. Try something like:“On the weekends, I love to get outside. I hike, run, or just
play sports—any kind of physical activity that lets me enjoy the outdoors works.”It’s
okay to be human. If you don’t have a life outside of work, that’s typically a sign of

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trouble. Hopefully, you like sports and technology. You can talk a little bit about how
you first came to be passionate about technology.

Note –Watching TV-Chatting with friends –playing with kids is NOT a hobby

Who has inspired you in your life and why?

Have a few heroes in mind or anyone else who has been your mentor. Be prepared to
give examples of how their words, actions or teachings have helped inspire your
achievements

What was the toughest decision you ever had to make?

Be prepared with a good example, explain why the decision was difficult ... the process
you followed ...the effective way you Carried it out... and the beneficial results.

I’m concerned that you don’t have any experience ..... why hire you!!!
Suggested Answer: I’m a quick learner and my not having any experience is in a way
good .... what you train me on is what I will learn and I will give it my best shot....

How do you define susses?

Success is spending the majority of my time focused on work or tasks that are fulfilling,
leveraging my Zone of Genius, maximizing my potential and helping other people in a
meaningful way while providing the freedom, lifestyle and experiences that I desire"

The Salary Question what salary do you want ?

 Never discuss this issue till it is mentioned by them.
 Rule of any negotiation is the side with more information wins.
 Research the Company / market and this position for any relevant salary
information.

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Chapter 5
Basic IT
Literacy

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5.1 Definition
Computer literacy is the ability to use computers and related technology efficiently,
with a range of skills covering levels from elementary use to programming and advanced
problem solving.[1] Computer literacy can also refer to the comfort level someone has
with using computer programs and other applications that are associated with computers.
Another valuable component is understanding how computers work and operate.
Computer literacy may be distinguished from computer programming which is design
and coding of computer programs rather than familiarity and skill in their use.

5.2 Agenda
 Computer hardware , software , networking and security;
 Office productivity tools – word processing , spread sheets and
presentations;
 Internet and social media
 Questions

5.3 Basic Computer Hardware

Input Devices : devices that input information into the computer such as a keyboard ,
mouse , scanner , and digital camera.
Output Devices : devices that output information from the computer such as a printer
and monitor .

Central Processing Unit:

 CPU : (Central Processing Unit ) also called the Microprocessor or The Brain of
the Computer.
 Processor Speed : The Speed at which a microprocessor executes instructions.
This is usually measured in megahertz (MHz). B
 Brands of Processors include: Pentium, Celeron, MAC, AMD, Cyrix etc.

Data Storage Devices:

 The hard – drive is a mechanical storage device typically located internally.
 Fast recording and recovery of data
 Large storage capacity
 Magnetic
 Primary storage device for date and programs
 Speed is measured in R.P.M ‘s

Data Storage Devices

CD-ROM(Compact disk read only memory):

 Approximately 600 to 700 megabyte of storage

 An optical device read by a diode laser
FLASH drive is a compact and portable electronic storage device:

 USB (plug and Play) supported

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Computer Memory
 Computer memory is binary (0 or 1) (on or off)
 The byte is the standard unit of measurement .
 A byte is composed of 8 bits (binary digits).
 Typical units of measurement:
 1KB (kilobyte ) = 1000 bytes
 1MB (megabyte )= 1000 kilobytes or 1 million bytes
 1GB (gigabyte) = 1000 megabytes or 1 billion bytes
Computer Memory
 RAM (random access memory) stores data that is processing . This
type of memory is erased when the computer is turned off. R
 ROM (read only memory) contains special instructions for the
computer to operate.
 Cache memory increases the speed of the processor by recording and
anticipating instructions.
Graphic User Interface (GUI): GUI (Graphic User Interface) is a set of images and
icons seen on the desktop used to operate a program.
 The GUI makes the programs loaded on the computer easier to access and
use.
 Basic Windows GUI Icons are small pictures that represent files, commands ,
or windows .
 Windows is a GUI operating system unlike UNIX, which uses text
commands.

Video Cards
 Video cards plug into the motherboard and are used to display video.
 VRAM is video memory that enhances the refreshment rate of the image .
 Video cards have chipsets that cam increase the speed of video display.

Ports and Peripherals

Ports are an interface between the computer and another peripheral device such as a disk
drive , mouse , printer, modem, monitor, camera, Flash drive or keyboard.
Examples: Serial, Parallel, Hot –wire, USB.
Peripherals are devices that plug into a computer and are not housed internal. Examples:
Printers, Scanners, Cameras etc.

LAN, WAN & Multiprocessing:

 LAN: are networks usually in the same company or building . The Local
Network is connected via telephone lines or radio waves. Most LANs connect
workstations.
 WAN : are systems of LANs that are connected . (Wide –area network)
 In multiprocessing, more than one. Example: network render.

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Multimedia: Multimedia software programs include sound, pictures, video , text , and
hypertext to create presentations.

Software includes:

 Power Point
 Macromedia Director
 Flash
Basic Security: Basic security include protection of information from theft or corruption
, or the preservation of availability , as defined in the security policy. The Wikipedia

Types of Security:
 Network Security
 System and software security
 Physical Security

Very little in computing is inherently secure , you must protect yourself!

 Software cannot protect software (maybe hardware can)
 Networks can be protected better than software

5.4 Some Types of Attacks:

 Network Attacks like Packet sniffing , man –in –the-middle, DNS
hacking
 Web attacks like Phishing , SQL Injection , Cross Site Scripting
 OS , applications and software attacks like Virus , Trojan , Worms , Root
kits, Buffer Overflow
 Social Engineering (NOT social networking )
Not all hackers are evil wrongdoers trying to steal your info:
 Ethical Hackers, Consultants, Penetration testers, Researchers

Virus:
Piece of code that automatically reproduces itself. It’s attached to other programs or files,
but requires user intervention to propagate.
Infection (targets /carriers):
 Executable files
 Boot sectors
 Documents (macros), scripts (web pages), etc.

Propagation: Is made by the user. The mechanisms are storage elements, mails,
downloaded files or shared folders

Computer Security Issues:

Vulnerability is a point where a system is susceptible to attack.

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 A threat is a possible danger to the system. The danger might be a person (a
system cracker or a spy), a thing (a faulty piece of equipment), or an event (a fire or a
flood) that might exploit a vulnerability of the system.

How can you achieve security?

Many techniques exist for ensuring computer and network security:
 Cryptography
 Secure networks
 Antivirus software
 Firewalls
In addition, users have to practice safe computing
 Not downloading from unsafe websites
 Not opening attachments
 Not trusting what you see on websites
 Avoiding Scams

Why Care?
 Online banking, trading, purchasing may be insecure through Credit card and
identity theft.
 Personal files could be corrupted such as All school work, music, videos, etc.
may be lost.
 Computer may become too slow to run if you aren’t part of the solution you
are part of the problem.
 Upon discovery, vulnerabilities can be used against many computers
connected to the internet.

Internet
 A World –wide network of computers allows people to share information
electronically
 Like a BIG book with many web –pages on different topics
 Can be accessed anywhere with an Internet connection

What is the use of internet?

A company that provides Internet access for customers (examples: Comcast, Qwest,
AOL). Your computer connects to the Internet Service Provider (ISP), then to the
Internet.
 Search and apply for jobs or schools
 Send e –mail messages.
 Send (upload) or receive (download) files between computers.
 Participate in discussion groups, such as mailing lists and newsgroups.
 Keeping in touch with friends and family
 Finding information on almost any topic you can think of
 Accessing all sorts of online content like news , sports, weather and
entertainment
 Online shopping and banking and for planning holidays

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How to connect to the internet?
Three main ways to connect to the Internet
 Dial –Up
 High Speed /DSL
 Wireless Connection (Wi-Fi)

5.5 Internet browser software

Internet browser software is the software you need on your internet device to view
and access content on the internet. You might also hear the software being called a web
browser. There are a range of options for which browser you might use. Your choice will
depend on your circumstances. Some browser software names include:
 Internet Explorer
 Firefox
 Safari: for Apples/ Macintosh
 Chrome, and
 Opera.

Internet Services
 Electronic Mail (e-mail)
 World Wide Web
 Telnet
 File Transfer protocol (FTP)
 Internet Telephone
 Web TV /Radio
 Internet Relay Chat
 News Groups

E-mail service providers & Search engines

 G-mail
 Yahoo Mail
 Hot Mail
 Google
 Yahoo etc...

5.6 Handling Common Problems

 Pop Up Ads – You can get rid of them by simply clicking on the X in the upper
right hand corner of the box containing the ad.
 Page Not Found – The most common reason for a Page Not Found error is a typo,
so first check the address that you have typed to make sure that it is a valid
address with no spaces or mistakes.
 Web Traffic – During certain times of the day, there is more traffic on the
Internet, making Web sites appears more slowly.
 Stuck in a Page- Just right –click on a hyperlink and choose Open in New
Window, and you will have broken free.
Internet Safety Tips....

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  Install anti-virus software. You can buy or download this.
 Do not open emails from people you do not know.
 Do not open an attachment from someone you know unless you
know what the attachment is. There is a chance it could contain a
virus.
 Do not download (save things from sites) that you do not
understand and trust.

5.7 Social Media

 Social media refers to online tools and services which allow an exchange of
ideas, information, videos, pictures, and graphics –just about anything you can
name.
 Social media also allows easy sharing and distribution of existing content to
others so that professional work can be shared through networks.

Types of Social Media Services

 Social Networking Sites (Facebook, Google+)
 Bookmarking Sites and Social News Sites (Digg)
 Blogs and Micro blogs (Twitter, Tumblr)
 Shopping Sites (Amazon)
 Multimedia Sharing (Youtube, Flickr )
 Virtual Words (World of Warcraft, Second Life)

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 Chapter 6
Other Corporate
Etiquette and Ethics
& Values

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6.1 Basic idea
Etiquette in technology governs what conduct is socially acceptable in an online or
digital situation. While etiquette is ingrained into culture, etiquette in technology is a
fairly recent concept. The rules of etiquette that apply when communicating over the
Internet or social networks or devices are different from those applying when
communicating in person or by audio or videophone. It is a social code of network
communication. Communicating with others via the Internet without misunderstandings
in the heat of the moment can be challenging, mainly because facial expressions and
body language cannot be interpreted on cyberspace. Therefore, several recommendations
to attempt to safeguard against these misunderstandings have been proposed

In ethics, value denotes something's degree of importance, with the aim of determining
what action of life is best to do or live (deontology), or to describe the significance of
different actions (axiology). It may be described as treating actions themselves as
abstract objects, putting value to them. It deals with right conduct and good life, in the
sense that a highly, or at least relatively highly, valuable action may be regarded as
ethically "good" (adjective sense), and an action of low, or at least relatively low, value
may be regarded as "bad".

6.2 Content
 The appropriate Body Language ;
 Time Management Techniques
 Principles of effective Listening and Communication Skills
 Interview Skills
 Other important corporate etiquette
 Core Values

6.3 Team Formation

 Stage -1: Forming -Understanding the task and the people who can help in
achieving it .

 Stage-2: Storming-Discussing options of going ahead, blaming each other,

fighting about which is the right way ahead , sometimes joking, sometimes not
participating
 Stage -3 Norming -Understanding the bigger picture, emergent leaders,
emergence of deputies, emergence of hierarchy
 Stage -4: Performing-Completing the task , Reworking on changes in the initial
strategy , coming out of comfort zones, Collaborating

6.4 Good Team has GRIP

 Goals
 Roles
 Interpersonal skills
 Processes

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6.5 In human relations the most important...
 6 words are.... I admit I made a mistake
 5 words are... You did a good job
 4 words are... What is your opinion?
 3 words are... Will you please?
 2 words are ... Thank you
 1 word is ... We

Ethics: What Does It Really Mean???

 Derived from Greek word ‘Ethicos’ meaning Character or Manners
 Science of character of a person expressed as right or wrong conduct or action.
 Set of moral principles prescribing code, explains what is good and right, or bad
and wrong.
Ethics can be termed as the science of character of a person expressed as right or wrong
conduct or action.

6.6 Objectives of Ethics

 Studies human behaviour and makes evaluative assessment about them as moral
or immoral
 Establishes moral standards and norms of behaviour
 Makes judgement upon human behaviour based on these standards and norms
 Prescribes moral behaviour and makes recommendations about how to or how
not to behave
 Expresses an opinion or attitude about human conduct in general

6.7 Common Unethical Acts....

 Lying and withholding needed information
 Abusive or intimidating behaviour
 Misreporting time worked
 Discrimination and sexual harassment
 Stealing
 Breaking environmental and safety laws
 Falsifying records
 Drug or alcohol abuse
 giving or accepting bribes

6.8 Why Ethical problems occur?

 Personal gain
 Individual values widely differ with Social values and goals
 Competitive pressures
 Cross –Cultural contradictions

6.9 What is a value?

 Qualities, characteristics, or ideas about which we feel strongly.
 Our values affect our decisions, goals and behaviour.

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  A belief or feeling that someone or something is worthwhile .
 Values define what is of worth , what is beneficial, and what is harmful .
 Values are standards to guide your action , judgements, and attitudes.

Direction: Values –Goals – Behaviour- Self –value

 Values give direction and consistency to behaviour.
 Values help you know what to and not to make time for.
 Values establish a relationship between you and the world.
 Values set the direction for one’s life.

6.10 Where do we get values?

Values are built from our life experiences: what we learned at home, in school, at work,
and anywhere we have spent time. Politics, religion and culture can affect our values.
Those closest to us often influence our values, whether they try to do so or not. Parents
and immediate family members or caregivers are often the first influence on our values,
but friends, peers, teachers, and others can also have an effect. Teens and children often
test or question the values that they are taught in the family as part of the normal
adolescent development process, and it is possible that theirs may differ from yours.
Time–period in which you were raised (70’s anti-establishment, peach, individuality.
80’s money, prestige, don’t get caught, etc. 90’s earth, green peace, health and fitness),
etc.
Your age will greatly influence your values. Different people and things influence you at
different ages:
 Ages 1-7---parents
 Ages 8-13---teachers , heroes (sports ,rocks ,TV)
 Ages 14-20--- peers (values because of peers or peers because of values?)
 Ages 21+ your values are established, but you may test your values from time to
time.

Values and Behaviours:

 Happiness comes from letting values decide your behaviour and goals .
 Values can change over a life-time as your experiences change your view.

6.11 Types of values:

 Moral
 Material
 Aesthetic
 Intrinsic
 Extrinsic
 Universal/American
 Group specific values

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 Chapter 7
Time Management
and Listening &
Communication
Skills

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7.1 Time Management
Time management is the act or process of planning and exercising conscious control
over the amount of time spent on specific activities, especially to increase effectiveness,
efficiency or productivity. It is a meta-activity with the goal to maximize the overall
benefit of a set of other activities within the boundary condition of a limited amount of
time. Time management may be aided by a range of skills, tools, and techniques used to
manage time when accomplishing specific tasks, projects, and goals complying with a
due date. Initially, time management referred to just business or work activities, but
eventually the term broadened to include personal activities as well. A time management
system is a designed combination of processes, tools, techniques, and methods. Time
management is usually a necessity in any project development as it determines the
project completion time and scope.

Active listening is a communication technique used in counseling, training and conflict

resolution, which requires the listener to feed back what they hear to the speaker, by way
of re-stating or paraphrasing what they have heard in their own words, to confirm what
they have heard and moreover, to confirm the understanding of both parties

Communication is the purposeful activity of information exchange between two or

more participants in order to convey or receive the intended meanings through a shared
system of signs and semiotic rules. The basic steps of communication are the forming of
communicative intent, message composition, message encoding, transmission of signal,
reception of signal, message decoding and finally interpretation of the message by the
recipient. Communication in general takes place inside and between three main subject
categories: human beings, living organisms in general and communication-enabled.
Communication in the category of living organisms usually occurs through visual,
auditory, or biochemical means. Human communication is unique for its extensive use of
language.

7.2 Content
 The appropriate Body language
 Time Management Techniques
 Principles of effective Listening and Communication Skills
 Interview Skills
 Other important corporate etiquette
 Core Values

Remember....86400
 It is number of seconds in each day [24 hours x 60 minutes x60 seconds = 86400]
 It is what we do during the 86400 seconds of each day that will ultimately
determine how successful we are in our chosen careers
 Both winners and losers have the same time. It is how they use it , will decide
whether they win or lose

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What Goes Wrong?
Managing time meaningfully is a challenge to many, because:
 We may not want to manage time [we have too much or too less time]
 We may not know how to manage time [barriers]

5 Step Process of Change

 Crete a time log to analyze your time
 Write down the time wasters
 Analyze your time wasting habits/behaviour
 Visualize the time saving habit
 Develop time saving habit
 Before proceeding further, maintain a time management note book.

7.3 Time Analysis

 Without changing any habit, log your time spent at work for a month.
 After logging, analyze the month’s work in terms of time spent under quadrant I,
II, lll, lV.
 Analyze your time spent against the results your expected
 If you are not happy with the results- there is need for change in your time

7.4 Time Principles

 Plan your work
 Prioritize the key activities
 Delegate where required
 Make work into chunks
 Dump some activities

7.5 Most Common Time Wasters

 Disorganized workplace
 Crisis situations

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  Telephones/ visitors
 Reverse
 Interruption /
 delegation
 Distraction
 Perfectionism
 Procrastination
 e-mails / blogs
 Junk paper work
 Internet

The KISS Principle

 KEEP
 IT
 SHORT AND
 SIMPLE
Practice Kiss in everything you do-Letters, mails, phone, meetings etc.
Raft Technique
 Refer it
 Act on it
 File it (or)
 Throw it away
Learn to clear files / work the same day

7.6 Handle Information Logically

 By subject category
 Alphabetical order
 By date
 By colour
 Geographical order
 Numerical order
 Chronological
Organize your electronic info. Systematically

Get into new habit

 Step 1 – Define your Role
 Step 2 – Set your Monthly Goals
 Step 3 – Schedule your Weekly
 Step 4 – Prepare your daily to –do list
 Step 5 – Act on it , Now!
It takes 21 days to create a habit, say psychologists

6 Steps to effective daily plans

 First five minute planning

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  Review your yesterday’s To-do list
 Carry forward unfinished activities to today’s list
 Plan tomorrow’s activities
 Prioritize things to do
 Update status of work at the end of the day
Review the results every month and year

7.7 Communication
Communication is defined as an exchange of facts, ideas , opinions or emotions to create
mutual understanding.

Communication process:

How to be effective in Communication?

As a Sender –
 Know the receiver
 Use appropriate language
 Use multiple channels if possible
 Repeat if required
 Seek feedback
 Ensure understanding of message
 Be empathic!
As a Receiver-
 Know the Sender
 Listen /read with intent
 Seek Clarification when needed
 Use multiple channels to receive
 Give feedback
 Be empathic!

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7.8 Types of Communication
Oral -Face 2 face, Telephone, Meeting.
Written –Letters, e-mails, boards, pictures.
Non –verbal Communication –sign, body language, paralanguage, silence.
 Humans are capable of producing 6, 50,000 nonverbal signals
 Nonverbal Communication contains 65%-95% of your message
 Actual words carry only 5% - 35% of your message
It’s not what you say! It‘s how you say!

Communication Barriers
 Our perceptions
 Pre –conceived notions
 Assumptions
 Stereo types
 Negative attitude

7.9 Listening
What is the difference between?
 Hearing
 Listening
 Active listening
Here some expressions of non-listening are given below:

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40
7.10 Listening Skills
 Learn to listen with your face
 Eye contact enhances the quality of Listening
 Send out positive non –verbal signals
 Stop talking while Listening
 Keep an open mind
 Ask relevant questions
 Be patient
 Remove physical distractions
 Practice Empathy

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 Chapter 8
Experience
during the
Training

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8.1 Experiences during Internship program
As partial requirement of MBA Program I get attached to project of the World Bank for
internship. To complete my internship program and it’s really a great opportunity for me
to acquire particular knowledge and experience from such a practical training. In this
time it was very important for me because of the practical experiences I gathered. Those
three months of internship program I have learned about different skills such as group
discussion, corporate etiquette ethics, how to handle an interview board and time
management etc. The training methodology consists of activities foresee a theory
session, face to face intensive sessions make learning and development exciting and
creative understanding group dynamics and practice including discussions and problem
solving exercises.

8.2 From Soft Skills Training

We had a valuable training on English communication skills. We were taught basic
grammar and given various practical exercises on listening, speaking, reading, and
writing. Home assignments are also given and assessed. We were assessed at regular
intervals and guided for their betterment.

i) I along with my 4 group members team did a wonderful group discussion

session for three times.
ii) 3 minutes, 5 minutes any topic presentation in front of session
iii) Power point demo presentation
iv) CV/ Resume writing guidelines
v) Career objective presentation
vi) Introduce yourself question presentation
vii) Power point slide making session
viii) English debate on various topic
ix) 15 minutes GD on given topic
x) Real life interview and different question session
xi) Communicate more effectively with related party
xii) Know how to shake hand with proper etiquette.

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8.3 From Technical training
All the students learnt the basics of IT from ITES. At the end of the course, we are
happy, as we are able to breathe the air of independent learning using screen readers.
After completing this program, participants will be able to:

i) Describe the role of computers, their parts, and how to work with
computers
ii) Perform basic mathematical tasks in a spreadsheet
iii) Learn SPSS basic functions
iv) Get basic understanding on TALLY ERP 9
v) Get a brief overview on the MS Excel.

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 Chapter 9
Findings,
Recommendations
& Conclusion

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9.1 Findings
The following points are found from this study

i) Soft Skills Training increase professional performance

ii) Soft Skills Training should be made compulsory in curriculum
iii) Soft Skills Training increase overall command on English
iv) Soft Skills Training is not boring for time session
v) Most of the students like Government jobs.

9.2 Recommendations
i) Overall, the training was conducted successfully. It was the general feeling that more
time should have been accorded to those student more specifically because some did not
have a strong background in computer and English listening and this contributed to them
feeling the program was rushed somewhat.

ii) I recommend a refresher course where the participants can then have a time with the
trainees to consolidate and recap based on their new training experience in this field.

iii) The program should include more practical sessions, so that all the students can learn
practically.

iv) From my own experience I would also recommend that in future when the
participants are being considered the full time allocated be given so as to maximize what
the participants are able to learn and have ample time to process this.

v) I think the program should be done not only global perspective but also local
perspective.

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9.3 Conclusion
Demand of skilled and practical work experienced personnel has no alternative in
today’s job market. So before getting into job, fresher should have some real world work
experience in major field of study or the career choice that interests him/her. It will open
up their eyes and bring new arena to them. Internship can be defined as a transition from
university to real world workplace through some work experience. The whole training
process was an extensive learning phase for me. While getting training with the project, I
came across with various problems and solving the problems has indeed helped me a lot
to broaden my knowledge. I had very little knowledge about soft skill. So learning on
ITES, it was indeed very challenging for me. But the overall work to be done was only
possible due to the kind assistance of few wonderful people. Although the whole
development process I got the chance to implement my theoretical knowledge of
computer science I learnt over last four years into practice. Not only that, through report
writing I got to know how to compose professional and formal report for my project
work. These will help me a lot in future not only while working in industries but also in
higher studies. At last, again I am grateful to all the parties related to this training
program for giving me this opportunity to conduct my internship.

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