DIGITAL MINTRA

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Table of Contents

Module Details ........................................................................................................................... 1

Module 1: Fundamentals of Office Suite and Computer Applications ...................................... 2
Module 2: Digital Operations, MIS, and Troubleshooting Fundamentals ............................... 17
Module 3: Digital Security and Customer-Centric Services ................................................... 29
Module 4: AI-Driven Digital Data Management & Process Optimization ................................ 38
Module 5: Introduction to Employability Skills ....................................................................... 45
Module 6: My Values and Ethics ........................................................................................... 54
Module 7: 21st Century Employability Skills .......................................................................... 60
Module 8: Motivation to learn English ....................................................................................... 76
Module 9: Importance of Communication ............................................................................... 132
Module 10: Finance and Legal Literacy ............................................................................ 159
Module 11: Introduction to Digital Skills..................................................................................... 171
Module 12: Entrepreneurship.............................................................................................. 228
Module 13: Customer Service............................................................................................. 235

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Module I:
Fundamentals of Office Suite and Computer Applications

Experiment No 1
Various Components of Computer
CPU
Its meaning is Central Processing Unit. Sometimes referred
to simply as the central Processor or Nerve Centre or heart,
but more commonly called processor, the CPU is where most
calculations take place. The CPU is the brains of the computer.

Central processing unit (CPU) is the central component of the

Computer System. Sometimes it is called as microprocessor or
processor. It is the brain that runs the show inside the Computer.
All functions and processes that is done on a computer is performed directly or indirectly by the
processor. Obviously, computer processor is one of the most important elements of the Computer
system. CPU is consists of transistors, that receives inputs and produces output. Transistors
perform logical operations which is called processing. It is also, scientifically, not only one of the
most amazing parts of the PC, but one of the most amazing devices in the world of technology.in
terms of computing power, the computer processor is the most important element of a computer
system. It add and compare its data in CPU chip. A CPU of all computers, whether micro, mini or
mainframe must have three parts.

Parts of CPU

Arithmetic Logic Unit (ALU): It is the part of computer processor (CPU) can be used to perform
arithmetic and logic operations. An arithmetic-logic unit (ALU) is further divided into two parts,
(AU) arithmetic unit and a (LU) logic unit.

Control Unit (CU): Decodes the program instruction. CPU chip used in a computer is partially
made out of Silica. On other words silicon chip used for data processing are called Micro
Processor.

Keyboard

A computer keyboard is an input device used to enter

characters and functions into the computer system by
pressing buttons, or keys. It is the primary device used to
enter text. A keyboard typically contains keys for individual
letters, numbers and special characters, as well as keys for
specific functions. A keyboard is connected to a computer
system using a cable or a wireless connection.

Typical keyboard for a desktop computer

Most keyboards have a very similar layout. The individual keys for letters, numbers and special
characters are collectively called the character keys. The layout of these keys is derived from the
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original layout of keys on a typewriter. The most widely used layout in the English language is
called QWERTY, named after the sequence of the first six letters from the top left.

Mouse
A computer mouse is a handheld hardware input device that controls
a cursor in a GUI and can move and select text, icons, files, and
folders. For desktop computers, the mouse is placed on a Flat surface
such as a mouse pad or a desk and is placed in front of your
computer. The picture to the right is an example of a desktop
computer mouse with two buttons and a wheel. The mouse was originally known as the X-Y
Position Indicator for a Display System and was invented by Douglas Engel Bart in 1963 while
working at Xerox PARC. However, due to Alto's lack of success, the first widely used application
of the mouse was with the Apple Lisa computer. Today, this pointing device is on virtually every
computer.

Monitor
Monitors, commonly called as Visual Display Unit (VDU), are the main output device of a
computer. It forms images from tiny dots, called pixels that are arranged in a rectangular form.
The sharpness of the image depends upon the number of pixels.
There are two kinds of viewing screen used for monitors.
Cathode-Ray Tube (CRT)
Flat-Panel Display

Cathode-Ray Tube (CRT) Monitor

The CRT display is made up of small picture elements called pixels. The
smaller the pixels, the better the image clarity or resolution. It takes more
than one illuminated pixel to form a whole character, such as the letter
‗e‘in the word help.

A finite number of characters can be displayed on a screen at once. The

screen can be divided into a series of character boxes - fixed location on the screen where a
standard character can be placed. Most screens are capable of displaying 80 characters of data
horizontally and 25 lines vertically.
There are some disadvantages of CRT −
Large in Size
High power consumption
Flat-Panel Display Monitor
The flat-panel display refers to a class of video devices that have reduced
volume, weight and power requirement in comparison to the CRT. You
can hang them on walls or wear them on your wrists. Current uses of flat-
panel displays include calculators, video games, monitors, laptop
computer, and graphics display.
The flat-panel display is divided into two categories −
Emissive Displays − Emissive displays are devices that convert electrical energy into light. For
example, plasma panel and LED (Light-Emitting Diodes).
Non-Emissive Displays − Non-emissive displays use optical effects to convert sunlight or light
from some other source into graphics patterns. For example, LCD (Liquid- Crystal Device).
Printers
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Printer is an output device, which is used to print information on paper. There are two types of
printers −
Impact Printers
 Non-Impact Printers
 Impact Printers
Impact printers print the characters by striking them on the ribbon, which is then pressed on the
paper.
Characteristics of Impact Printers are the following −
 Very low consumable costs
 Very noisy
 Useful for bulk printing due to low cost
There is physical contact with the paper to produce an image these printers are of two types −
Character printers
Line printers
 Character Printers
Character printers are the printers which print one character at a time. These are further divided
into two types:
Dot Matrix Printer (DMP)
 Daisy Wheel
 Dot Matrix Printer
In the market, one of the most popular printers is Dot Matrix Printer. These printers are popular
because of their ease of printing and economical price.
Each character printed is in the form of pattern of dots and
head consists of a Matrix of Pins of size (5*7, 7*9, 9*7 or
9*9) which come out to form a character which is why it is
called Dot Matrix Printer.
Daisy Wheel

Head is lying on a wheel and pins corresponding to characters are

like petals of Daisy (flower) which is why it is called Daisy Wheel
Printer. These printers are generally used for word- processing in
offices that require a few letters to be sent here and there with very
nice quality.

Line Printers
Line printers are the printers which print one line at a time.
These are of two types −
1. Drum Printer
2. Chain Printer
Drum Printer
This printer is like a drum in shape hence it is called drum printer. The surface of the drum is
divided into a number of tracks. Total tracks are equal to the size of the paper, i.e. for a paper
width of 132 characters, drum will have 132 tracks. A character set is embossed on the track.
Different character sets available in the market are 48 character set, 64 and 96 characters set.
One rotation of drum prints one line. Drum printers are fast in speed and can print 300 to 2000
lines per minute.
Chain Printer
In this printer, a chain of character sets is used, hence it is called Chain Printer. A standard

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 character set may have 48, 64, or 96 characters.
Non-impact Printers
Non-impact printers print the characters without using the ribbon. These printers print a complete
page at a time, thus they are also called as Page Printers.
These printers are of two types −
1. Laser Printers
2. Inkjet Printers
Characteristics of Non-impact Printers
 Faster than impact printers
 They are not noisy
 High quality
Supports many fonts and different character size
Laser Printers
These are non-impact page printers. They use laser lights to produce the dots
needed to form the characters to be printed on a page.

Inkjet Printers
Inkjet printers are non-impact character printers based on a relatively new
technology. They print characters by spraying small drops of ink onto paper.
Inkjet printers produce high quality output with presentable features.
 They make less noise because no hammering is done and these have many
styles of printing modes available. Color printing is also possible. Some
models of Inkjet printers can produce multiple copies of printing also.
Storage Devices
USB Flash Drive
A USB Flash Drive is a small, ultra-portable storage device which is
used to store data and transfer information. Flash drives are also called
as pen-drives, jump-drives, and thumb-drives. Basically, every USB
flash drive are re-writable and removable. Actually, USB Flash Drive is
robust because there are no moving parts. At the time of First stage
the size of USB Flash Drive was just like 8 MB and now the size of USB
Flash Drive is just like 2 GB to 1 TB.
Memory Cards
 A Memory Card is a small storage device just like 16 MB to 64 GB and this
storage device is used for storing media and data files. Memory card is
Non-Volatile, permanent storage device which is used inside of Phone,
Camera, and many other electronic devices. There are so many types of
memory card in market, and it's totally depended on size.

CD (Compact Disk)
 The CD was created by Philips factory in Germany on august, 1982.
Compact Disk is the full form of CD, it‘s looks like a flat, round and the
measures of standard CD is 120 millimeters and across
 1.2 mm thick. The size of Compact Disk is 650 Megabytes to 700
Megabytes. A compact Disk is a portable storage medium that can
store audio, video, picture, and also Data.

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 DVD (Digital Video Disk)
 DVD (Digital Video Disk) is an optical disk format invented and developed in
1995.The Capacity of CD is 4.7 GB and the Weight is 16 grams. The Compact
Disk can store any kind of digital media just like video, audio, picture, game,
software, and data. Actually, DVD is just like a ROM because data can only be
read and not written. DVD can be single side or double side both, the size of
single side DVD is 4.7 GB and the size of double side DVD is 9.4 GB.

 HDD (Hard Disk Drive)
 IBM company‘s engineer created the first Hard Disk Drive in 1953.The size of Hard Disk was just
like two refrigerators. A Hard Disk Drive is a non-volatile secondary storage device, here data can
store permanently. Unlike RAM, it is non-volatile means data is retained when the computer is
turned off. A Hard Disk Drive is actually a set of stacked disks. The first production IBM hard Disk
was 305 disk storage which was shipped in 1957.

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  Experiment No 2
Windows Operating System

 The operating system window is the extension of the disk operating system. It is the most popular
and simplest operating system; it can be used by any person who can read and understand Basic
English, as it does not require any special training.
 However, the Windows Operating System requires DOS to run the various application programs
initially. Because of this reason, DOS should be installed into the memory and then window can
be executed.
 Elements of Windows OS
 Following are the significant element of Windows Operating System (WOS) −
 Graphical User Interface
 Icons (pictures, documents, application, program icons, etc.)
 Taskbar
 Start button
 Windows explorer
 Mouse button
 Hardware compatibility
 Software compatibility
 Help, etc.
 Once you are logged in a window computer system, you will get
dozens of applications, so you can choose an option of your
requirement.
 Many of the options have shortcut icon readily available on your
computer screen; however, in some computers, you may not find
any such option on the screen; in such a case, you can take the
help of menu button (as shown in the image given below) −

Start Menu Options

 The following table lists down the options that appear after clicking on the Start menu −
 Option & Description
 All programs
 It displays all those programs, which are installed in your system.
 Document
 It displays a list of folders used by the user.
 Recent file
 It displays the recently used file.
 My picture
 It displays a list of pictures.
 My music
 It displays a list of music/song, etc.
 My computer
 It displays the drives of computer where user keeps his/her work, file, folder, song, video, picture,
e-book, etc.
 Control panel
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 It displays all the installed computer programs (software).
 Printer
 It displays the installed printers (if printer is installed in the system, user can take print easily).
 Help (support)
 It helps users to know how to do a particular task.
 Search
 It helps a user to find a file in computer.
 Run
 It helps to start an application program or execute a DOS command.
 Setting
 It has different options that help to manage different settings of the computer, software as well as
hardware.
 Log Off
 It helps a user to log off the currently logged in user of the system.
 Sleep
 It makes the system non-functional; however, puts the ongoing work and settings in memory and
also keeps drawing small amount of power.
 Hibernation
 Hibernation puts the open documents and programs on hard disk and then turns off your
computer; in comparison to ‗sleep‘, it uses very low power.
 Restart
 Its function is to shut down and again start (log on) computer; it is done normally to refresh
computer especially when computer is hanged.
 Shut down
 It simply shuts down the system.

 Recycle Bin
 Recycle Bin is a trash location where deleted files remain stored. Once
you delete any sort of file, it gets stored (automatically) into recycle bin;
therefore, if you mistakenly deleted some important file, don‘t panic, go
to recycle bin and restore it. However, if you deleted file from recycle
bin as well, then it is very difficult to restore that permanently deleted
file.
 Accessories
 Windows operating system ships with some handy applications known as Windows accessories.
Calculator, Notepad, Paint, Explorer, WordPad are some of the most frequently used accessories.

 Calculator
 Windows Calculator is a calculating application included in all the versions of
Windows. It can be used to perform simple calculation, scientific calculation and
Programming calculation.
 Choose Start >> Programs >> Accessories >> Calculator to start Calculator
application, or
 Alternately you can open Run dialog box (Start >> Run) dialog box then type
calc and hit enter.
 From View menu choose the required type of calculator – Standard, Scientific, Programmer,
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 Statistical
 Edit >> Copy and Paste commands can be used to input the numbers into calculator or paste the
result to other applications

 Calculator was first included with Windows 1.0 as a simple arithmetic calculator. In Windows 3.0,
a Scientific mode was added, which included exponents and roots, logarithms, factorial- based
functions, trigonometry (supports radian, degree and gradients angles), base conversions (2, 8,
10, 16), logic operations, Statistic functions such as single variable statistics and linear regression.
 Paint
 Paint (formerly Paintbrush for Windows) is a simple graphics
painting program that has been included with all versions of
Microsoft Windows. It is often referred to as MS Paint or Microsoft
Paint. The program opens and saves files as Windows bitmap (24-
bit, 256 color, 16 color, and monochrome) .BMP, JPEG, GIF.
Paintbrush supports GIF without animation or transparency. Since
Windows 98 Paint supports GIF with transparency. It also supports
PNG (without alpha channel), and TIFF (without multiple page
support).
 The program can be in color mode or two-color black-and-white, but there is no grayscale mode.
For its simplicity, it rapidly became one of the most used applications in The early versions of
Windows—introducing many to painting on a computer for the first time—and still has strong
associations with the immediate usability of the old Windows workspace.

Notepad
 Notepad is a common text-only (plain text) editor. The resulting files—
typically saved with the
 .txt extension—have no format tags or styles, making the program
suitable for editing system files that are to be used in a DOS environment.
 Notepad supports both left-to-right and right-to-left based languages, and
one can alternate between these viewing formats by using the right or left
Ctrl+Shift keys to go to right-to-left format or left-to-right format,
respectively.
WordPad
Microsoft WordPad is a free rich text editor included with Microsoft Windows 95 and the later.
Earlier to Windows 95 there used to be an application called Write for the same task. Although
capable of doing much more than Notepad, WordPad is not as advanced as Microsoft Word.

WordPad can format and print text, but lacks intermediate features
such as a spell checker, thesaurus, and support for tables. As such, it
is suitable for writing letters or short pieces, but underpowered for work
that relies heavily on graphics or typesetting.

Control Panel
 The Control Panel is a section of Microsoft Windows that enables a
user to change various computer hardware and software features. Settings for the mouse, display,
sound, network, and keyboard represent just a few examples of what may be modified in the
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 Control Panel. Below the Control Panel appeared in Windows.

 Microsoft WordPad is a free rich text editor included with Microsoft Windows 95 and the later.
Earlier to Windows 95 there used to be an application called Write for the same task. Although
capable of doing much more than Notepad, WordPad is not as advanced as Microsoft Word.

 WordPad can format and print text, but lacks intermediate features such as a spell checker,
thesaurus, and support for tables. As such, it is suitable for writing letters or short pieces, but
underpowered for work that relies heavily on graphics or typesetting.

 Control Panel
 The Control Panel is a section of Microsoft Windows that enables a
user to change various computer hardware and software features.
Settings for the mouse, display, sound, network, and keyboard
represent just a few examples of what may be modified in the Control
Panel. Below the Control Panel appeared in Windows.
EXPERIMENT 3

 MS-WORD
 MS-WORD is the part of the bigger package called MS-OFFICE. We can do much more than
word processing.
 What is word processing?
 Word processing is a software package that enables you to create, print and save document for
future retrial and reference creating a document involves typing by using a keyboard and saving
it editing a document a document involves correcting the spelling mistakes if any deleting or
moving words sentence or paragraph.
 Advantages of word processing:
 Word processor over a conventional type writer is that a word processor enables you to may
change to a document without retyping the entire document.
 Features of word processing:
 Text is typing into the computer which allows alteration to be made easily
 Word and sentence can be inserted or deleted.
 Paragraph or text can be copy/move throughout the documents.
 Margins and page length can be adjusted as desired.
 Spelling can be checked and modify through the spell check facility.
 Multiple documents/files can be merged.
 Multiple copies of letters can be generated with different address through the male merger facility.
 Some commands of a word processing package:
 Soft Word.
 WordStar.
 WordPerfect.
 Microsoft word.
 Footer.
 Header.

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 Important components of the screen:
 Title bar: - The title bar displayed the name of the currently
active word document like other windows applications.
 Toolbar: - Word has a number of tool bar that help you
perform task faster and with great easy two of the most
commonly toolbar are the formatting toolbar and the standard
toolbar.
 Ruler bar: - the ruler bar allows you to format the vertical
alignment of text in a document.
 Status bar: - The status bar displays information about the
currently activate document. This includes the page no. that you are working.
 Scroll bar: - This bar helps scroll the content or body of document.
 Work space: - The work space is the document windows where you enter/type the text of your
document.
 Main menu: - The word main menu is displayed at the top if the screen.

 Saving New Document

Once you are done with typing in your new Word document, it
is time to save your document to avoid losing work you have
done on a Word document. Following are the steps to save an
edited Word document −
 Step 1 − Click the File tab and select the Save As option.

Step 2 − Select a folder where you will like to save the

document, Enter the file name which you want to give to
your document and Select the Save As option, by default
it is the .docx format.

 Step 3 − finally, click on the Save button and your document will be saved with the entered name
in the selected folder.
 Saving New Changes
 There may be an instance when you open an existing document and edit it partially or completely,
or an instance where you may like to save the changes in between editing of the document. If you
want to save this document with the same name, then you can use either of the following simple
options −
 Just press the Ctrl + S keys to save the changes.
 Optionally you can click on the floppy icon available at the top left corner and just above the File
tab. This option will also help you save the changes.
 You can also use the third method to save the changes, which is the Save option available just
above the Save As option as shown in the above screenshot.
 If your document is new and it was never saved so far, then with either of the three options, Word
will display a dialogue box to let you select a folder, and enter the document name as explained
in case of saving new document.
 View Buttons
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 The group of five buttons located to the left of the Zoom control, near the bottom of the screen,
lets you switch through the Word's various document views.
 Print Layout view: This displays pages exactly as they will appear when printed.
 Full Screen Reading view: This gives a full screen view of the document.
 Web Layout view: This shows how a document appears when viewed by a Web browser, such
as Internet Explorer.
 Outline view: This lets you work with outlines established using Word‘s standard heading styles.
 Draft view: This formats text as it appears on the printed page with a few exceptions. For example,
headers and footers aren't shown. Most people prefer this mode.

EXPERIMENT 4
 MS Excel
 Introduction to Microsoft Excel 2007
 Microsoft Excel is a very powerful tool for you to use for numeric computations and analysis Excel
can also function as a simple database but that is another class. Today we will look at how to get
starting with Excel and show you around the neighborhood sort of speak.

 Starting MS-Excel 2007
 To start Microsoft Excel:
 Click once on the Start button on the bottom left corner of the screen.
 Click on All Programs.
 Move the cursor to the new menu on the right and then click on Microsoft Office 2007.
 Move the cursor to the next menu that opens and click Microsoft Office excel 2007.
 A blank document will appear on the screen.

 Main screen of a Microsoft Excel 2007 Document
 This is a workbook. A workbook is a collection of worksheets (spreadsheets) and macros. By
default, Excel creates 3 worksheets in a new workbook. The worksheets are designated at the
bottom part of the window where you see the file folder-like tabs. The tabs are named Sheet1,
Sheet2 and Sheet3. If you click on Sheet2, you will be in Sheet2 and not Sheet1 so you need to
be aware of which worksheet you are in.

 Office Fluent user interface
 In Excel 2007, the new Office Fluent user interface replaces the traditional menus and toolbars
from previous versions of Excel with a single mechanism designed to help users find the right
features more efficiently.
 The interface contains three main components:
 Office Button
 Quick Access Toolbar
 Ribbon

Open a New Workbook

 Sometimes you have to create a new workbook.
 Click on the Office Button
 Click on New
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 You are now able to open recently used or new workbooks from this panel. You can also open
up templates that are available with Excel or ones that you create. If you click on Blank Workbook,
Excel will create a new workbook for you.
 What are Columns, Rows, and Cells?
 Columns are the vertical markets in the worksheet and are denoted by the alphabet i.e. A, B, C.
 The rows are the horizontal markers in the worksheet and are denoted by numbers i.e. 1, 2, 3.
 Cells are the single box that you get where the column and row intersect i.e. A1, B3, and C2.
 You will often need to know the cell reference. The cell reference is the cell‘s name and you can
find that by looking at the toolbar. This means that the cell that is selected is named C28.
 Selecting a cell
 We are going to select C28. Look for the C column.
 Look for the Row number 28.
 You may use your finger to follow the column C down to where row 28 is.
 Once you have located it, click on it.
 Look at the toolbar; the cell reference box should say C28. If it does not, try again.
 After you have done this, click on a different cell and note the cell reference box.
 Selecting a group of cells A4 to D10
 Click on the first cell A4
 Click and Hold the mouse button down. Drag the cursor down to D10.
 Let go of the mouse button.
 If you did it correctly, you should see a Highlighted box around those cells. If not, try again. Please
see the picture on the next page.

Basic data entry, fill handle

 From the example, we have numeric (year, numbers) and
text (months) entered as data in our worksheet. Let us
practice by re-creating the example on our own.
Method 1
 Click on cell A2 to select it.
 Type in 1981 and hit Enter. Notice by hitting Enter, we
automatically move down to the next row. (we can also do
the same by hitting the down arrow)
 Click on cell B1 to select it.
 Type in January and hit Tab. By hitting Tab (or right arrow),
we move to the next column.
 We can continue to doing this to enter the data from 1981 to 1992 and so on, but Excel provides
us with a tool to complete sequences.
Method 2:
 Click on cell A2 to select it.
 Type in 1981 and hit Enter.
 Type in 1982, and then select both cells A2 and A3.
 Move your mouse cursor over the fill handle (small black box on the bottom right of the, active
cell) so that the cursor turns into a cross.
 Click and drag the fill handle down to the cell desired.
Copy, Cut, Paste

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 You can Copy, Cut and Paste anything into your worksheet. You can copy from one worksheet
to another worksheet in another book. Let‘s concentrate on the basics. We are going to copy cells
D4 to H9.
 Cut/Copy and Paste to the same worksheet
 Using the same worksheet, select cells A4 to D10.
 Use CTRL-c to copy and CTRL-x to cut the selected cells.
 Click on cell E29. It should be blank
 Use CTRL-v to paste the data.
 You can also use the toolbar shortcuts for cut/copy/paste as the functionality is the same.
 Insert & delete columns, rows, and cells
 Have you ever entered all of your data and realized that you are missing an entry in the middle of
the worksheet? If yes and you did not know how to add columns or rows, it would be really difficult
to fix. Well, there is an easier method.
 You can insert columns, rows, or cells in any spot on your worksheet.
 Using the sort feature
 We want to insert a new row for Anne Frank‘s contact information between John Doe 1. And Fred
Johnson but this time we will create her record in line 5.
 Select cells A1 to G5
 Go to the Data tab, then click on Sort
 In the sort option window, use the pull down boxes to select the sort criteria. In this case we want
to sort by Last Name, ascending order A-Z, then click on OK.
 Delete columns and rows
 We all make mistakes. It is very easy to remove a column or rows.
 Select the column or row that you want to delete.
 Point at the highlighted column name or row name and right click.
 A pop-up menu should appear
 Select Delete
 The column or row should be gone.
 Inserting & deleting new worksheets
 There will be many times when you need to add a whole worksheet rather than columns or rows.
 Insert a worksheet
 Right Click on the tabs where the name of the worksheets are.
 Click on Insert
 Select what kind of insert you want from the window.
 To move the worksheet, click and hold the left mouse button on the worksheet tab. drag the tab
to where you want it to be placed. Note: you can only move the worksheet tabs to the left or right.
 Delete a worksheet
 Click on the tab of the worksheet that you want to delete.
 Right Click on the same tab of the worksheet
 Click on Delete
Printing
 Printing your worksheets out to a printer would be a nice thing to know how to do. If the information
that you have on the worksheet fits on an 8.5‖x11‖ paper, you have no trouble printing your
worksheet out. The problem arises when you have a larger worksheet. You may have noticed
that your worksheet has dashed lines running down and across it; this is your print area.
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 EXPERIMENT 6
MS-POWER POINT
 The presentation software is used for creation of the
slides and to display the information in form of
presentation software are easy to use and provide an
alternative to other older types of visual aids like hand
drawn slides, black board, posters, handouts or
overhead transparency. A presentation software provide
tool like editor that allows insertion and formatting of text
and methods for inserting and manipulating graphics
images along with sound and visual effects.
 Features of MS-Power point:
 Design.  Speaker‘s Notes.
 Flexibility.  Starting the MS-Power point:
 Animation.  Using the start menu.
 Presentation.  Click on start button.
 Effects.  Click at programs.
 Multimedia.  Click on MS-Office sub menu.
 Integration.  By using shortcuts.
 Presentation terminology:  User can use these facilities if the icon of the
 Audience hangouts. software has been created and it put on
 Free hand drawing. desktop.
 Object.  By using Microsoft office bar.
 Outline.  Menu bar and menu.
 Placeholder.  Screen of MS-Power point.
 Slides.
 Screen of MS Power Point:
 Title bar: The title bar displayed the name of the currently active word document like other
windows applications.
 Toolbar: Word has a number of tool bar that help you perform task faster and with great easy
two of the most commonly toolbar are the formatting toolbar and the standard toolbar.
 Ruler bar: The ruler bar allows you to format the vertical alignment of text in a document.
Status bar: The status bar displays information about the currently activate document. This
includes the page no. that you are working.
Scroll bar: This bar helps scroll the content or body of document.
Work space: The work space is the document windows where you enter/type the text of your
document.
Main bar: The word main menu is displayed at the top if the screen.

16
 Module 2: Digital Operations, MIS and Troubleshooting
Fundamentals
UNIT-1 MANAGEMENT INFORMATION SYSTEM
CONTENT:
 MIS importance, definition, nature and scope of MIS, Structure and Classification of MIS,
Information and Systems Concept, Types of Information, Information systems for competitive
advantage.
 Definition:
 MIS is a system consisting of people, machines, procedures, data bases and data models, and
its elements.
 System gathers data from internal & external sources of an organization. Process it, supplies it to
assist manager in decision making IMPORTENCE OF MIS:
 Management Information System is formal method of collecting information in summarized.
 Timely & Reliable information is essential for taking Relational Decisions in managerial functions.

 Process it, supplies it to assist manager in decision making

MIS IS
MANAGEMEN
DECISION- T ORIENTED
MIS IS
MAKING
INTEGRATED
U
PROVIDE
INFORMATI
ON MIS IMPORTENCE USEFULL FOR
PLANNING

HIGHLY
COMPUTER PRE – SET
IZED TARGETS &
CONTROL
UPDATED THINGS
INCREASING
RESULTS EFFICIENCY

Taking Quick
Decisions 2.Processing a large voluminous data

DEFINITION OF MIS:
Management Information System (MIS) refers to the processing of information through computers
and other intelligent devices to manage and support managerial decisions an organization.
Management Information System, commonly referred to as MIS is a phrase consisting of three
words: Management, Information and Systems.
MANAGEMENT:
Koontz, 1972 “Management is the art of getting things done through and with the people in
formally organized groups.”
MANAGERIAL FUNCTIONS:

17
Planning, Organizing, Staffing, Directing, Controlling, Co-coordinating, Reporting & Budgeting
INFORMATION:
Information is data that is processed and is presented in a form that assists decision makers.

DATA PROCESSING INFORMATION

SYSTEM:
A system is a set of interrelated and interdependent element which are joined together to achieve
a common objective.

ELEMENTS OF A SYSTEM:

INPUT PROCESS OUT

PUT

FEED BACK/ CONTROL

MIS AND IT:

IT is referred to the technological side of an information system, includes.

 Hardware
 Software OTHER DEVICES MIS AND IT HARD WARE
 Databases
 Networks and
 Other devices NETWORKS
SOFT
AND WARE
DATA BASES

18
 NATURE AND SCOPE OF MIS:The concept of MIS is interdisciplinary in nature, i.e. it has
borrowed its concepts from a large number of disciplines like Accounting, Computers,
Organizations, Management, Operations Research and Behavioral Sciences, etc. . . .
Interdis
ciplina
NATURE OF MIS: ry
Inter disciplinary Caters Science
Science and art Informa &
Logical system tion An art
needs Nature
Management oriented
Applications in all functional areas Of MIS
Caters information needs Applicati
on in all Logical
function System
al l
Manag
ement
–
SCOPE OF MIS:
 MIS is neither a pure science nor an art. It is recognized as a
combination of both. COMP OPERATI
 An information system is a logical system. UTER AL
 MIS is more management – oriented or computer – oriented,
there are advocates of both sides.
ACCO
M BEHAVI
MIS CHARACTERISTICS: UNT OAL
SCIENC
 System approach (holistic/ comprehensive view) MAN
 Management oriented (Top- down approach) AGE
 Need based (information needs at all levels)
 Exception Based (abnormal situation min, mix etc.,
 Future oriented
 Integrated
 Common Data Flows
 Long term planning
 Sub system concept
 Central data base

MIS STRUCTURE BASED:

 Hardware
 Software
 Data base
 Procedures
 Operating Personnel
 Input & Output

19
 MIS – CLASSIFICATION OF CLASSIFICATION BY CHARACTERISTIC
INFORMATION:
Information can be classified in number
of ways:
STRATEGIC TACTICAL OPERATIONAL
INFORMATION INFORMATION INFORMATION
1. Classification by characteristic
2. Classification by Application
1. CLASSIFICATION BY
CHARACTERISTIC:
 Strategic Information
 Tactical Information Planning
 Operational Information Information

Database Control
2. CLASSIFICATION BY APPLICATION: Information Informatio
 Planning Information Classification
n
 Control Information By
 Knowledge Information Functional/ application’s
 Organizational Information Operational Knowledge
 Functional/Operational Information Information
 Database Information
Organizational
Information

INFORMATION SYSTEM CONCEPT:

An information system (IS) is an organized system for the collection, organizing,
storage and communication of information. More specifically, it is the study of
complementary networks that people and organizations use to collect, filters, and
process, create and distribute data.

20
 DATA CALCUL
ATION
COLLECT
PROCESS & PRODUCE
INPUTS
TRANSFORMS OUTPUTS
REPOR
INSTRUCTIONS
TS
STORE

TYPES OF INFORMATION SYSTEMS:

TPS-
 TPS Transaction Processing System OAS-OFFICE TRANSACTION
AUTOMATION PROCESSING
 MIS Management Information System SYSTEM SYSTEM

 DSS Decision Support System MIS-

TYPES OF INFORMATION MANAGEME
ESS- EXECUTIVE
 ESS Executive Support System SUPPORT
SYSTEM NTSYSTE
M
INFORMATIO
SYSTEM
 OAS-Office Automation System. DSS- DECISION
SUPPORT SYSTEM
PYRAMID DIAGRAM OF
ORGANIZATIONAL LEVELS AND INFORMATION

REQUIREMENTS:

Understanding the various levels of an organization is essential to understand the

information required by the users who operate at their respective levels.

Strategic
manageme
nt
 Operational Management Level Tactical
managment
 Tactical Management Level
Operational
 Strategic Management Level management

21
 UNIT-3
MANAGEMENT OF INFORMATION RESOURCES INFORMATION SYSTEM PLANNING
–

 Planning is vital to success

 Organization that plans there IS rend to

achieve better results than organizations that
do not.

 Organizations that do not plan do it

unsystematically.

 The IS plan is comprehensive one which is derived from the organizational strategic
plan.

 STAGE MODEL OF INFORMATION SYSTEM PLANNING:

 NOLAN STAGE MODEL-

 SOFTWARE AS A SERVICE (SAAS)

1. INITIATION 3. CONTROL 5. DATA

ADMINISTRATION

2. CONTAGION 4. INTEGRATION 6. MATURITY

Check
the
History
PRECAUTIONS:
Precaution Financi
Service s al
Contract Strength
of

RISKS Understand
The process
scheme
High security
May be a long risk
Transaction As it is
response controlled
time on the by vendor22
 ACQUISITION OF AND SOFTWARE:

Post installation interview ACQUISITION OF HW AND SW Requirement analysis

Delivery & installation Preparation of tender

Specification

Negotiation & procurement Inviting tenders

Decision

Detailed evaluation of shorts Technical scrutiny and short list

1. PLANNING THE IMPLEMENTATION

THE MAJOR IMPLEMENTATION TASKS ACTIVITIES
CONSISTS OF-
2. ACQUIRING AND LAYING OUT FACILITIES FOR
IMPLEMENTATION

3. ORGANIZING THE PERSONNEL FOR

IMPLEMENTATION

4. DEVELOPING PROCEDURES FOR

INSTALLATION&TESTING

5. DEVELOPING THE TRAINING PROGRAM FOR

OPERATING PERSONNE
6. COMPLETING THE SYSTEM”S
SOFTWARE

7. ACQUIRING REQUIRED
HARDWARE
8. GENERATING
FILES

9. DESIGNING
FORMS

10. TESTING THE ENTIRE

SYSTEM

11. COMPLETING CUTOVER TO THE

NEW SYSTEM

12. DOCUMENTING THE

SYSTEM

13. EVALUATING
THE MIS

14. PROVIDING SYSTEM

MAINTENANCE
23
EVALUATION:

Evaluation of MIS is an integral part of the management control process, in which the
organizations determine or appraise the quality or worth of their information system.in other
words, evaluation of MIS is a process of measuring performance or organizational
information systems.

24
 UNIT-4
INTRODUCTION TO ENTERPRICE RESOURCE PLANNING (ERP) INRODUCTION:

Enterprise resource planning (ERP) is a software that

is built to organizations belonging to different
industrial sectors, regardless of their size and
strength.

FUCTIONAL AREAS:
 Financial accounting 2. Efficiency

 Human resource
 Customer relationship management
 Sales and distribution 10.reportin
g
 Logistics and warehouse management
 Manufacturing and material management
 Supply change management
 Business intelligence

BUSINESS BENEFITS OF ERP:

8.streamlin
ed process
15. Security

9. Mobility
1.Competit
ion

7.Cost
saving

15.custom
er service Benefits of
ERP 6. integrated inf
12.regulat ory

Forecasting

13.flexibilit
y

5.scalabilit
y
4.Collaborati
on 11.Producti
vity

 Competition
 Efficiency
25
  Forecasting
 Collaboration
 Scalability
 Integrated information
 Cost savings
 Streamlined processes
 Mobility
 Reporting
 Productivity
 Regulatory compliance
 Flexibility
 Customer services
 Security The challenges of implementing erp
VENDOR ANALYSIS: System

1. ERP Vendor

 ERP vendors
 Commitment from the 2. Commitment from the top
top management Management
 Adequate training
 Implementation time 3. Adequate training
 Proper project
management
4. Implementation time
 Implementation cost
 Employee retention
 Sufficient testing 5. Proper project management
 Maintenance cost
 Investment in internal
hardware 6. Implementation
cost
7. Employee Retention

8. Sufficient testing

9. Maintenance cost

10. Investment in internal

Hardware

26
 ERP MODULE AND HISTORICAL DEVELOPMENT:
 Human resource
 Inventory 8.SUPPLY 1.HUMAN 2.INVENTO
 Sales and marketing RESOURCE RY
CHAIN
 Purchase MANAGEME
 Finance and accounting 7.ENGINEERI
NG 3.SALES &
 Customer relationship management
/PRODUCTI MARKETIn
(CRM) ERP modules
ON G
 Engineering /production &
 Supply chain management (SCM)
6.CUSTOME 4.PURCHASE
 UNIT-5 ERP MODULES R
 BUSINESS MODULES IN AN ERP RELATIONSH 5.FINANCE &
PACKAGE-
ACCOUNTING

ERP BUSINESS MODULES

Manufacturing HR plant maintenance materials mgt data warehouse data mining quality
mgt sales& distribution case study in

Manufacturing
Human resources
Plant maintenance
Materials management
Data warehousing
Data mining
Quality management
Sales and distribution
Case study in banking sector

MANUFACTURING MODULES:

 Inventory
 Sales and marketing
 Purchase
 Finance and accounting
 Customer relationship management
(crm)
 Engineering / production
 Supply chain management (scm)

27
 Material and capacity planning
 Quality floor control
 Quality management
 Jit /repetitive manufacturing
 Cost management
 Engineering data management
 Engineering change control
 Configuration management
 Serialization / lot control, tooling,
etc.
 HUMAN RESOURCE MODULE:
 Personnel management
 Organizational management
 Payroll accounting
 Time management
 Personnel development PLANT
MANAGEMENT:
 Plant maintenance provides
technical and business reports and various presentation options, according to criteria used.

 Preventing maintenance control

 Equipment tracking
 Component tracking
 Plant maintenance calibration tracking, plant maintenance warranty claims tracking etc.
MATERIALS MANAGEMENT MODULES:
This module facilitates the process of
maintaining the appropriate level of stock in the
warehouse.

 The main modules are

 Pre-purchasing activities
 Purchasing
 Vendor evaluation
 Inventory management
 Invoice verification and material inspection, etc.
SALES MODULE:
Typical sales process includes processes like sales queries and enquiry analysis and
handling, quotation drafting, accepting sales orders, drafting sales invoices with proper
taxation, dispatch/shipment of material or service, tracking pending sales order.
28
SUPPLY CHAIN MANAGEMENT (SCM)
Supply chain management (SCM) involves planning,
execution, control, and monitoring of supply activities. An ERP
solution takes care of physical aspects of supply that includes
storage and transportation and the market aspect of effectively
managing demand and supply to meet customer demands.

29
 Module 3: Digital Security and Customer-Centric Services
Defining Cyberspace and Overview of Computer and Web-technology, Architecture of
cyberspace, Communication and web technology, Internet, World wide web, Advent of
internet, Internet infrastructure for data transfer and governance, Internet society,
Regulation of cyberspace, Concept of cyber security, Issues and challenges of cyber
security.

Defining Cyberspace
 The term Cyberspace was first coined by William Gibson in the year 1984.
 Cyberspace is the environment in which communication over computer networks occurs.
 Cyberspace is the virtual and dynamic space created by the machine clones. Cyberspace
mainly refers to the computer which is a virtual network and is a medium electronically
designed to help online communications to occur.
 The primary purpose of creating cyberspace is to share information and communicate across
the globe.
 Cyberspace is that space in which users share information, interact with each other; engage in
discussions or social media platforms, and many other activities.
 The whole Cyberspace is composed of large computer networks which have many sub-
networks. These follow the TCP or IP protocol.
Overview of Computer and Web-technology
Computer and web technology are integral parts of our modern world, shaping how we
communicate, work, learn, and entertain ourselves.
Computer Technology:
1. Hardware: Computers consist of physical components like the central processing unit (CPU),
memory (RAM), storage devices (HDD/SSD), input/output devices (keyboard, mouse,
monitor), and more. These components work together to process and store data.
2. Software: Software includes the operating system (e.g., Windows, macOS, Linux) and various
applications (e.g., Microsoft Office, web browsers, and video games) that run on a computer.
Operating systems manage hardware resources and provide a user interface.
3. Networking: Computers can connect to each other and the internet via wired (e.g., Ethernet)
or wireless (e.g., Wi-Fi) networks. Networking enables data sharing, communication, and
remote access.
4. Security: Computer security is crucial to protect data and systems from threats like viruses,
malware, and hackers. Antivirus software, firewalls, and encryption are common security
measures.
5. Processing Power: Moore's Law predicts that the processing power of computers doubles
approximately every two years. This constant improvement drives innovations in various fields,
including artificial intelligence, scientific research, and data analysis.
Web Technology:

6. World Wide Web (WWW): The World Wide Web, commonly referred to as the web, is a global
system of interconnected documents and resources linked through hyperlinks. It is accessed
via web browsers.

30
 Web Browsers: Web browsers like Google Chrome, Mozilla Firefox, and Microsoft Edge allow
users to access and interact with web content.
7. Web Development: Web development involves creating and maintaining websites and web
applications.
8. Web Servers: Web servers store and deliver web content to users' browsers upon request.
Popular web server software includes Apache, Microsoft IIS.
9. Web Security: Ensuring web security is critical to protect data and user privacy. Measures
include SSL/TLS encryption, secure authentication, and regular security audits.
10. Web Standards: Organizations like the World Wide Web Consortium (W3C) establish web
standards to ensure compatibility and accessibility across different devices and browsers.
11. Architecture of cyberspace
12. There isn't a single, specific architecture for cyberspace, as it encompasses a wide range of
technologies, protocols, and platforms. Some key components and concepts related to the
architecture of cyberspace are:
13. Network Infrastructure: At the core of cyberspace is the global network infrastructure, often
referred to as the Internet. This infrastructure comprises a vast array of interconnected physical
and virtual components, including routers, switches, data centers, and undersea cables. The
Internet's architecture is based on the Internet Protocol (IP), which allows data packets to be
routed across the network.
14. Protocols: Various communication protocols define how data is transmitted and received in
cyberspace. The Transmission Control Protocol (TCP) and Internet Protocol (IP) are
fundamental to the functioning of the Internet. Other protocols like HTTP (Hypertext Transfer
Protocol), SMTP (Simple Mail Transfer Protocol), and FTP (File Transfer Protocol) govern
specific types of data exchange.
Cyberspace is a dynamic and evolving environment, with new technologies and architectures
continually emerging. Its architecture is shaped by the needs of users, businesses,
governments, and the broader digital ecosystem. As such, it remains a subject of ongoing
development, discussion, and adaptation.
Communication and web technology
Communication and web technology are integral components of the modern digital landscape.
They encompass a wide range of technologies and tools that facilitate communication and the
dissemination of information over the internet. Some key aspects of communication and web
technology are:
Internet: The internet is the foundation of web technology. It is a global network of
interconnected computers and servers that allows for the transfer of data and
information across the world.
1. Web Browsers: Web browsers like Chrome, Firefox, Safari, and Edge are software applications
that enable users to access and interact with websites and web-based applications.
2. Websites: Websites are collections of web pages that are hosted on web servers and can be
accessed through a web browser. They are created using various web technologies such as
HTML, CSS, and JavaScript.
31
3. Web Development: Web development involves designing, creating, and maintaining websites.
Web developers use various programming languages and frameworks to build web applications
and sites.
4. Web Standards and Protocols: Various standards and protocols govern web technology,
including HTTP/HTTPS (for data transfer), HTML5, CSS3, and more.
5. Mobile Web: Mobile web technology focuses on optimizing websites and applications for
mobile devices, ensuring a seamless user experience on smart phones and tablets.
6. Internet
 The word Internet is derived from the word internetwork, or the connecting together two or
more computer networks.
 The Internet started in the 1960s as a way for government researchers to share information.
 Computers in the '60s were large and immobile and in order to make use of information stored
in any one computer, one had to either travel to the site of the computer or have magnetic
computer tapes sent through the conventional postal system.
 January 1, 1983 is considered the official birthday of the Internet. Prior to this, the various
computer networks did not have a standard way to communicate with each other.
 A new communications protocol was established called Transfer Control Protocol/Internetwork
Protocol (TCP/IP). This allowed different kinds of computers on different networks to "talk" to
each other.
 Transmission Control Protocol/Internet Protocol (TCP/IP)
 TCP/IP is a suite of communication protocols used to interconnect network devices on the
Internet.
 TCP establishes the connections between sending and receiving computers, and makes sure
that packets sent by one computer are received in the same sequence by the other, without
any packets missing.
 IP provides the Internet’s addressing scheme and is responsible for the
 actual delivery of the packets.
TCP/IP is divided into four separate layers, with each layer handling a different aspect of the
communication problem.

World Wide Web (WWW)

 The World Wide Web was invented by a British scientist, Tim Berners-Lee in 1989.
 World Wide Web, which is also known as a Web, is a collection of websites or web pages
stored in web servers and connected to local computers through the internet.
 These websites contain text pages, digital images, audios, videos, etc. Users can access the
content of these sites from any part of the world over the internet using their devices such as
computers, laptops, cell phones, etc.
 The WWW, along with the internet, enables the retrieval and display of text and media to your
device.

32
 The building blocks of the Web are web pages which are formatted in HTML and connected by
links called "hypertext" or hyperlinks and accessed by HTTP.
Adventages of internet
 The Internet started off with research into what was then known as packet switching as early as
the 1960s.

 ARPANET is considered the first known group of interconnected computers aka the internet.
This system was used to transfer confidential data between the Military.
 This data-sharing technology was then opened to educational institutes in the United States to
allow them to access to government’s supercomputer, first at 56 Kbit/s, then at 1.5 Mbit/s, and
then at 45 Mbit/s.
 Internet service providers began to arise in the late 1980s and the internet was fully
commercialized in the US by 1995.
 The history of the Internet can be segmented into three phases
 Innovation Phase 2.Institutionalization Phase 3.Commercialization Phase

Innovation Institutionalization Commercialization

1961 - 1974 1975 - 1995 1995 

Innovation Phase (1961 to 1974)

 The fundamental building blocks of the Internet—packet-switching hardware, a
communications protocol called TCP/ IP, and client/server computing were conceptualized and
then implemented in actual hardware and software.
Institutionalization Phase (1975 to 1995)
 Large institutions such as the U.S. Department of Defense (DoD) and the National Science
Foundation (NSF) provided funding and legitimization for the fledging Internet.
 Commercialization Phase (1995 to the present)
 The U.S. government encouraged private corporations to take over and expand the Internet
backbone as well as local service beyond military installations and college campuses to the rest
of the population around the world.
 Internet infrastructure for data transfer and governance
 Internet infrastructure for data transfer and governance encompasses the physical and virtual
systems, protocols, and regulations that enable the secure, efficient, and reliable exchange of
data across the global network.
 This infrastructure plays a critical role in ensuring data privacy, security, and compliance with
regulations.
 Here are key components and considerations for internet infrastructure related to data transfer
and governance:
33
 Network Infrastructure
 Backbone Networks: High-speed, long-distance networks that form the core of the
internet, connecting major data centers and internet exchange points (IXPs).
 Last-Mile Connectivity: The connection from service providers to end-users, including
wired (e.g., fiber-optic, DSL) and wireless (e.g., 5G, Wi-Fi) technologies.
 Data Centers: Facilities that house servers and storage devices, providing the
infrastructure for web hosting, cloud computing, and data storage.
 Protocols and Standards
 Internet Protocol (IP): The foundation of internet communication, ensuring data packets
can be routed across networks.
 Transport Layer Security (TLS): Encryption protocol for securing data in transit.
 Hypertext Transfer Protocol (HTTP) and HTTPS: Protocols for web data transfer, with
HTTPS adding a security layer.
 DNSSEC: Enhances the Domain Name System (DNS) by adding a layer of security
through digital signatures.
 Data Centers and Cloud Services
 Major providers like Amazon Web Services (AWS), Microsoft Azure, and Google Cloud
offer robust infrastructure and tools for data storage and processing.
 ata Governance and Regulation
 Data Privacy Regulations: Compliance with laws like GDPR (in Europe), CCPA (in
California), and HIPAA (for healthcare data).
 Data Retention Policies: Guidelines for storing and managing data for specific periods.
 Data Access Controls: Systems to restrict and monitor who can access and modify data.
 Data Encryption: Ensuring data at rest and in transit is properly encrypted to protect
against unauthorized access.
Cyber Security
 Robust security measures, including firewalls, intrusion detection systems, and regular security
audits, are essential to protect data during transfer.
 Internet Governance Bodies
 Organizations like ICANN (Internet Corporation for Assigned Names and Numbers) oversee
domain name system management and policy.
 Multi stake holder governance models involve various stakeholders, including governments,
businesses, and civil society, in shaping internet governance.
 Content Delivery Networks (CDNs)
 CDNs like Akamai and Cloud flare optimize data delivery by caching content at various
locations worldwide, reducing latency.
 Quality of Service (QoS)

34
 Ensuring data transfer meets performance requirements, especially for applications like video
conferencing and online gaming.
 International Collaboration
 Cooperation among nations is essential to establish international norms and agreements
related to data transfer and governance.
 Data Transfer Agreements
 Agreements like Privacy Shield and Standard Contractual Clauses facilitate the lawful transfer
of data across borders.
 Internet society
 Internet Society (ISOC) A professional membership society that promotes the use and future
development of the internet. It has individual and organization members all over the world and
is governed by an elected board of trustees. ISOC coordinates various groups responsible for
internet infrastructure.
 These include
1. The Internet Engineering Task Force (IETF),
2. The Internet Architecture Board (IAB), and
3. The Internet Engineering Steering Group (IESG).
▪ The IETF develops technical standards for the Internet.
▪ The IAB has overall responsibility for the architecture and adjudicates on disputes about
standards.
▪ The IESG, along with the IAB, reviews standards proposed by the IETF
Regulation of cyberspace
 Cyberspace spans worldwide, but it has no formal framework. The lack of formal framework
makes cyberspace nobody's domain.
 No single individual, entity, or government owns or controls cyberspace.
 Regulation in cyberspace is an emerging challenge.
 The default in cyberspace is anonymity. Anonymity encourages and enhances the exercise of
freedom. A child too shy to express himself in physical space can feign to be somebody else in
virtual space, and express himself freely.
 Crimes of global repercussion are also committed with the use of the internet. Trafficking of
persons, child pornography, kidnapping for ransom, and terrorism are perpetrated with the use
of cyberspace. Freedom thus in cyberspace should not be exercised without the
concomitant responsibility of its users.
 Crimes of global repercussion are also committed with the use of the internet. Trafficking of
persons, child pornography, kidnapping for ransom, and terrorism are perpetrated with the use
of cyberspace. Freedom thus in cyberspace should not be exercised without the
concomitant responsibility of its users.
2. Practical Problems In Extending The Traditional Laws To Cyberspace
3. Multiple Jurisdictions-Because of anonymity of the Internet user, absence of geographical
boundaries in the cyberspace, and the cross border effect of Internet transactions, all legal
systems face legal uncertainty.

35
1. Problem of Policing-The lack of technical knowledge, non-co-operation among different police
organization etc., make the problem too difficult to be solved.
2. Expensive Process-Training of law enforcement officers to solve the issue of cybercrime is very
expensive.
3. Obtaining Digital Evidence- Another instance where the policing of cybercrime becomes difficult
is with regard to obtaining the digital evidence.
Concept of cyber security
Cyber security is the practice of protecting computer systems, networks, and data from theft,
damage, or unauthorized access.
It encompasses a wide range of technologies, processes, and practices designed to safeguard
digital information and ensure the confidentiality, integrity, and availability of data.
1. Confidentiality: This principle focuses on ensuring that sensitive information is only accessible
to authorized individuals or systems. It involves encryption, access controls, and data
classification to prevent unauthorized access or disclosure.
2. Integrity: Integrity in cybersecurity means that data and systems are accurate and
trustworthy. Any unauthorized modification or tampering with data or systems should be
detected and prevented. Techniques like checksums and digital signatures are used to maintain
data integrity.
3. Availability: Availability ensures that systems and data are accessible when needed.
Cyberattacks can disrupt services or make them unavailable, so cybersecurity measures aim to
prevent or mitigate such disruptions through redundancy, load balancing, and disaster recovery
planning.
4. Authentication: Authentication is the process of verifying the identity of users, devices, or
systems trying to access resources. This can be achieved through passwords, biometrics, two-
factor authentication (2FA), and multi-factor authentication (MFA).
Cyber Attacks
A cyber-attack is an exploitation of computer systems and networks. It uses malicious code to
alter computer code, logic or data and lead to cybercrimes, such as information and identity
theft.
Cyber-attacks can be classified into the following categories:
1. Web-based attacks
2. System-based attacks
3. Web-based attacks
4. These are the attacks which occur on a website or web applications. Some of the important

5. Web-based attacks are as follows-

a. Injection attacks: It is the attack in which some data will be injected into a web application
to manipulate the application and fetch the required information.
b. Session Hijacking: It is a security attack on a user session over a protected network. Web
applications create cookies to store the state and user sessions. By stealing the cookies, an
attacker can have access to all of the user data
c. Phishing: Phishing is a type of attack which attempts to steal sensitive information like
user login credentials and credit card number. It occurs when an attacker is masquerading
as a trustworthy entity in electronic communication.
36
d. Denial of Service: It is an attack which meant to make a server or network resource
unavailable to the users. It accomplishes this by flooding the target with traffic or sending
it information that triggers a crash.
System-based attacks
These are the attacks which are intended to compromise a computer or a computer
network. Some of the important system-based attacks are as follows-
I. Virus: It is a type of malicious software program that spread throughout the computer
files without the knowledge of a user. It is a self-replicating malicious computer program
that replicates by inserting copies of itself into other computer programs when executed.
It can also execute instructions that cause harm to the system.
II. Worm: It is a type of malware whose primary function is to replicate itself to spread to
uninfected computers. It works same as the computer virus. Worms often originate from
email attachments that appear to be from trusted senders.
III. Trojan horse: it is a malicious program that occurs unexpected changes to computer
setting and unusual activity, even when the computer should be idle. It misleads the user of
its true intent. It appears to be a normal application but when opened/executed some
malicious code will run in the background.
Cyber Threat
 A cyber threat is any malicious act that attempts to gain access to a computer network
without authorization or permission from the owners.
 It refers to the wide range of malicious activities that can damage or disrupt a computer
system, a network or the information it contain.

Issues and challenges of cyber security

Cyber security faces numerous issues and challenges due to the ever-evolving nature of
technology and the increasing sophistication of cyber threats.
Some of the key issues and challenges in cyber security include:
Cyber Attacks: The constant threat of cyber-attacks from various actors, including hackers,
cybercriminals, nation-states, and hacktivists, is a significant challenge. These attacks can
take various forms, such as malware

1. ransomware, phishing, and distributed denial of service (DDoS) attacks.

2. Data Breaches: Data breaches can have severe consequences for organizations and
individuals. The theft or exposure of sensitive data, such as personal information, financial
records, or intellectual property, can lead to financial losses, reputational damage, and legal
liabilities.
3. Security Vulnerabilities: Software and hardware vulnerabilities are exploited by attackers to
gain unauthorized access or control over systems. Identifying and patching these vulnerabilities
in a timely manner is a constant challenge.

37
 4. Insider Threats: Insider threats, where individuals within an organization
misuse their access and privileges, can be particularly challenging to detect
and prevent. This includes employees, contractors, or partners who
intentionally or unintentionally compromise security.

5. Lack of Cyber security Awareness: Many individuals and employees lack

awareness of cybersecurity best practices, making them susceptible to
social engineering attacks and other cyber threats.

6. Resource Constraints: Smaller organizations and even some larger

ones may lack the resources and expertise needed to implement robust
cyber security measures. This can leave them vulnerable to attacks.

▪ Ransomware: Ransomware attacks have surged in recent years, with

cybercriminals encrypting data and demanding a ransom for decryption keys.
These attacks can disrupt critical operations and result in significant financial
losses.

38
 Module 4: AI-Driven Digital Data Management & Process
Optimization
Data: Data are the raw alphanumeric values obtained through different acquisition methods.
Data in their simplest form consist of raw alphanumeric values.
 Data is a collection of a distinct small unit of information. It can be used in a variety of forms like
text, numbers, media, bytes, etc. it can be stored in pieces of paper or electronic memory, etc.
 Word 'Data' is originated from the word 'datum' that means 'single piece of information. It is plural
of the word datum.
 In computing, Data is information that can be translated into a form for efficient movement and
processing. Data is interchangeable.
Information: Information is created when data are processed, organized, or structured to
provide context and meaning. Information is essentially processed data.
 the collected facts and data about a particular subject
 A telephone service that supplies telephone numbers to the public on request.
 computer data that has been organized and presented in a systematic fashion to clarify the
underlying meaning
Knowledge: Knowledge is what we know. Knowledge is unique to each individual and is the
accumulation of past experience and insight that shapes the lens by which we interpret, and
assign meaning to, information.
 Knowledge is a result in action, an individual must
have the authority and capacity to make and
implement a decision. Knowledge (and authority) are
needed to produce actionable information that can
lead to impact.
 Note: The flow from data to information and knowledge is not unidirectional. The knowledge
gained may reveal redundancies or gaps in the data collected. As a result, an actionable insight
may be to change the data collected, or how those data are converted into information, to better
meet user needs.

Figure: Characteristics of data, information, and knowledge

Database:

 A database is a systematic collection of data. They support electronic storage and

manipulation of data. Databases make data management easy.
 A database is an organized collection of structured information, or data, typically stored

39
 electronically in a computer system.
 A database is usually controlled by a database management system (DBMS).
For example:
 An online telephone directory uses a database to store data of people, phone numbers, and
other contact details.
 Your electricity service provider uses a database to manage billing, client- related issues,
handle fault data, etc.
 File Based Management System:
 File based systems were an early attempt to computerize the manual system.
 It is also called a traditional based approach in which a decentralized approach was taken
where each department stored and controlled its own data with the help of a data processing
specialist.
 The main role of a data processing
specialist was to create the necessary
computer file structures, and also
manage the data within structures and
design some application programs that
create reports based on file data.
 C/C++ and COBOL languages were
used to design the files.
 In the above figure:
 Consider an example of a student's file system. The student file will contain information
regarding the student (i.e. roll no, student name, course etc.). Similarly, we have a subject file
that contains information about the subject and the result file which contains the information
regarding the result.
 Some fields are duplicated in more than one file, which leads to data redundancy. So to
overcome this problem, we need to create a centralized system, i.e. DBMS approach.
 DBMS (Database Management System): A database approach is a well-organized collection of
data that are related in a meaningful way which can be accessed by different users but stored
only once in a system. The various operations performed by the DBMS system are: Insertion,
deletion, selection, sorting etc.
 The DBMS was introduced during 1960’s to store any data.
 A DBMS is a software used to store and manage data.
 It also offers manipulation of the data like insertion, deletion, and updating of the data.
 DBMS system also performs the functions like defining, creating, revising and controlling the
database.
 It is specially designed to create and maintain data and enable the individual business
application to extract the desired data.
 In the figure,
40
 In the above figure, duplication of data is
reduced due to centralization of data.
 RDBMS (Relational Database Management
System):
 It came into existence during 1970’s.
 Relational Database Management System
(RDBMS) is an advanced version of a DBMS system.

 File Based System  DBMS

 A file system is a software that manages  DBMS or Database Management System
and organizes the files in a storage is a software application. It is used for
medium. It controls how data is stored accessing, creating, and managing
and retrieved. databases.
 The file system provides the details of  DBMS gives an abstract view of data that
data representation and storage of data. hides the details
 Storing and retrieving of data can’t be  DBMS is efficient to use as there are a
done efficiently in a file system. wide variety of methods to store and
retrieve data.
 It does not offer data recovery processes. There is a backup recovery for data in
DBMS.
 The file system doesn’t have a crash  DBMS provides a crash recovery
recovery mechanism. mechanism
 Protecting a file system is very difficult.  DBMS offers good protection
mechanism.
 In a file management system, the  The redundancy of data is low in the
redundancy of data is greater. DBMS system.
 Data inconsistency is higher in the file  Data inconsistency is low in a database
system. management system.
 The file system offers lesser security.  Database Management System offers
high security.
 File System allows you to stores the data Database Management System stores
as isolated data files and entities. data as well as defined constraints and
interrelation.
 Not provide support for complicated  Easy to implement complicated
transactions. transactions.
 The centralization process is hard in File  Centralization is easy to achieve in the
Management System. DBMS system.

41
 It doesn’t offer backup and recovery of  DBMS system provides backup and
data if it is lost. recovery of data even if it is lost.
 There is no efficient query processing in  You can easily query data in a database
the file system. using the SQL language.
 RDBMS system also allows the organization to access data more efficiently than DBMS.
 RDBMS is a software system which is used to store only data which need to be stored in the
form of tables.
 In this kind of system, data is managed and stored in rows and columns which is known as
tuples and attributes.
 RDBMS is a powerful data management system and is widely used across the world.
 Comparison between File Based and Database System

 These system doesn’t offer concurrency.  DBMS system provides a concurrency
facility.
 Advantages of Database Management System (or) Drawbacks of File System
 Compared to the File Based Data Management System, Database Management System has
many advantages. Some of these advantages are given below:

Reducing Data Redundancy

 The file based data management systems contained multiple files that were stored in many
different locations in a system or even across multiple systems. Because of this, there were
sometimes multiple copies of the same file which lead to data redundancy.
 This is prevented in a database as there is a single database and any change in it is reflected
immediately. Because of this, there is no chance of encountering duplicate data.
Sharing of Data
 In a database, the users of the database can share the data among themselves. There are
various levels of authorization to access the data, and consequently the data can only be
shared based on the correct authorization protocols being followed.
 Many remote users can also access the database simultaneously and share the data between
themselves.
Data Integrity
 Data integrity means that the data is accurate and consistent in the database. Data Integrity is
very important as there are multiple databases in a DBMS. All of these databases contain data
that is visible to multiple users. So it is necessary to ensure that the data is correct and
consistent in all the databases and for all the users.
Data Security
 Data Security is vital concept in a database. Only authorized users should be allowed to access
the database and their identity should be authenticated using a username and password.

42
 Unauthorized users should not be allowed to access the database under any circumstances as
it violates the integrity constraints.
Privacy
 The privacy rule in a database means only the authorized users can access a database
according to its privacy constraints. There are levels of database access and a user can only
view the data he is allowed to. For example - In social networking sites, access constraints are
different for different accounts a user may want to access.
 Backup and Recovery

 Database Management System automatically takes care of backup and recovery. The users
don't need to backup data periodically because this is taken care of by the DBMS. Moreover, it
also restores the database after a crash or system failure to its previous condition.
Data Consistency
 Data consistency is ensured in a database because there is no data redundancy. All data
appears consistently across the database and the data is same for all the users viewing the
database. Moreover, any changes made to the database are immediately reflected to all the
users and there is no data inconsistency.
 Difference between a DBMS and RDBMS
 No. DBMS  RDBMS
 1)  DBMS applications store data  RDBMS applications store data in a tabular
as file. form.
  In DBMS, data is generally  In RDBMS, the tables have an identifier
 2) stored in either a hierarchical called primary key and the data values are
form or a navigational form. stored in the form of tables.
 3)  Normalization is not present in Normalization is present in RDBMS.
DBMS.
  DBMS does not apply any  RDBMS defines the integrity constraint for
 4) security the purpose of ACID (Atomicity,
 With regards to data Consistency, Isolation and Durability)
manipulation. property.
  
DBMS uses file system to store In RDBMS, data values are stored in the
 5) data, so there will be no form of tables, so a relationship between
relation between the tables. these data values will be stored in the form
of a table as well.
  DBMS has to provide some  RDBMS system supports a tabular
 6) uniform methods to access the structure of the data and a relationship
stored information. between them to access the stored
information.
43
 7)  DBMS does not support  RDBMS supports distributed database.
distributed database.
  DBMS is meant to be for small RDBMS is designed to handle large
 8) organization and deal with amount of data. It supports multiple users.
small data. It supports single
user.
 9)  Examples of DBMS are file  Example of RDBMS are MySQL, Postgre,
systems, xml etc. SQL Server, Oracle SQL, MS-SQL etc.

 Advantages of Relational Databases:

 Simple Model: The simplest model of the relational database does not require any complex
structure or query to process the databases. It has a simple architectural process as compared
to a hierarchical database structure.
 Data Accuracy: Relational databases can have multiples tables related to each other through
primary and foreign keys. There are fewer chances for duplication of data fields. Therefore the
accuracy of data in relational database tables is greater than in any other database system.
 Easy to access Data: The data can be easily accessed from the relational database, and it
does not follow any pattern or way to access the data. One can access any data from a
database table using SQL queries.
 Security: It sets a limit that allows specific users to use relational data in RDBMS.
 Collaborate: It allows multiple users to access the same database at a time.
 Components of Database Management System
 All DBMS comes with various integrated components and tools necessary to carry out almost all
database management tasks. There are the following components of DBMS:
 Storage engine
 Query language
 Query processor
 Optimization engine
 Metadata Catalog
 Log manager
 Reporting and monitoring tools
 Data utilities
Storage engine
 The storage engine is the core component of the DBMS that interacts with the file system at an
OS level to store data.
 All SQL queries which interact with the underlying data go through the storage engine.
Query language
 A database access language is required for interacting with a database, from creating
44
 databases to simply inserting or retrieving data.
 Structured query language (SQL) and MongoDB Query Language (MQL) are two query
languages that are used to interact with the databases.
 The query language functionality can be further categorized according to specific tasks:
 Data Definition Language (DDL). This consists of commands that can be used to define
database schemas or modify the structure of database objects.
 Data Manipulation Language (DML). Commands that directly deal with the data in the database.
 Data Control Language (DCL). This deals with the permissions and other access controls of the
database.
 Transaction Control Language (TCL). Command which deals with internal database
transactions.
 Query processor
 This is the intermediary between the user queries and the database.
 The query processor interprets the queries of users and makes them actionable commands that
can be understood by the database to perform the appropriate functionality.
 Optimization engine
 The optimization Engine allows the DBMS to provide insights into the performance of the
database in terms of optimizing the database itself and queries.
 When coupled with database monitoring tools, it can provide a powerful toolset to gain the best
performance out of the database.
 Metadata Catalog
 This is the centralized Catalog of all the objects within the database.
 When an object is created, the DBMS keeps a record of that object with some metadata about it
using the metadata Catalog.
 Then, this record can be used to:
 Verify user requests to the appropriate database objects
 Provide an overview of the complete database structure
 Log manager
 This component will keep all the logs of the DBMS.
 These logs will consist of user logins and activity, database functions, backups and restore
functions, etc.
 The log manager ensures all these logs are properly recorded and easily accessible.
 Reporting & monitoring tools
 Reporting tools will enable users to generate reports
 Monitoring tools enable monitoring the databases for resource consumption, user activity, etc.
 Data utilities, Data integrity checks, Backup and restore,
 In addition to all the above, most DBMS software comes with additional inbuilt utilities to provide
functionality such as: Simple database repair, Data validations etc.
45
 5.1 Importance of Employability

EMPLOYABILITY SKILLS
INTRODUCTION TO
 In this lesson you will learn:
 What are employability skills
 Importance of employability skills
 How to become a self-learner with growth mindset

Skills
 You’ll see many people around you who are in a job or business (parents,
siblings (brother/sister), friends or teachers). Tick on qualities you think

 that helps them in their job or business.

 Good communication skills.  Problem-solving skills Quick-learner Fighting skills
Good typing skills. Teamwork
 Good cooking skills.
 Good English writing skills.

Let’s learn about Employability Skills

Ability Skill
Employ
= Skills

+ +

 Employ: To be given a job by an employer or to have one’s own business. A person is said to be
employed when they get paid for their work on a regular basis.
 Ability: To have the skills to perform a task well.
 Skills: The ability to do something well.
 Therefore, employability skills are a set of many skills which we need to be successfully employed.
Employability skills not only help in our work life, but also help us lead a better life. For example,
learning financial skills will help you manage your money for personal Needs also.
 In this book you are going to learn about many skills that help you in the short term and long term for
work & personal life.
Q1: You have started a business of a car repair shop. Now you want to hire a full time employee to
support you. You have received a number of resumes for interviews.
 What skills set would you look for in an employee? Check the boxes.
 Identifies problems with cars Manages their house well
 Use computers to make bills for the customers
 Repairing and replacing defective parts of cars Good communication skills
 Honesty and dedication towards the work
Q2: Sakina works in sales. She needs to call customers to share information about the latest products.
She needs to be clear about what to say. What skills will help Sakina?

46
 Digital literacy  Money management skills
 Good communication skills  Time management skills

 Let’s learn about the importance of Employability Skills

 In today’s competitive job market, it’s important to be unique. To get a good job & grow in our career we
need two types of skills:
 Technical Skills (Ex: Stitching, Carpentry, IT, Plumbing etc.)
 Employability Skills (Soft skills which will help you use your technical skills well & have a successful
career)
 Employability Skills can help you:  Find a meaningful career path
 Know how to behave in a professional  Get hired for a job
environment  Learn how to use digital technology
 How to work with a team comfortably
 Identify and solve problems  Speak English confidently
 Communicate well at work  Be confident as a person
 Gain digital literacy  Present yourself well in the workplace
 Lots of employers will final hiring decisions based on how well candidates have both kinds of skills!
 Make a group of 5 people. Form an imaginary company (companies can be of any sector, like Retail,
Information Technology, Manufacturing, Financial Service, Hospitality etc.). List down the top 10 skills
that you would like your employees to have.

 Let’s learn about how to become a self-learner with a growth mindset

 Self-learning is something we have been doing all our life! It is learning something on our own. We
usually think we need teachers or elders to teach us something new. But, we can learn by ourselves
also. We don’t always need a school, classroom or a teacher to teach.
 Self-learning happens when you take responsibility for your own learning. It is a process in which you
decide to learn a new thing in your own way. For example, as a self-learner you get to decide the
following
• What to learn?
• Why to learn? • Believes they can learn
• How to learn? • Is curious
• When to learn? • Takes initiatives
• How fast to learn? • Explore independently
• How do I test myself? • Accept responsibility
• A self-learner is the one who: • Manages time

In order to be a successful self-learner you need one important thing - a growth mindset.
What is the Growth Mindset?
A growth mindset is the opposite of a fixed mindset. A person with a growth mindset is always
willing to grow, change and learn. A person with a fixed mindset is rigid - they cannot change
easily or allow new ideas to make them better.
To be a self-learner, one needs to have a growth mindset. Because, when we learn
something by ourselves we may make many mistakes, we may fail a few times

47
 also. Learning to keep on trying and not giving up till we succeed is what really
helps us grow in life.

Growth mindset Fixed mindset

• I can do this • I am happy to accept if I am

• Mistakes are normal • I cannot do this wrong
• I will learn from my mistakes • Mistakes are unacceptable
• I will try again • I cannot work hard
• I will work hard • I cannot learn new things
EMPLOYABILITY SKILLS

• I can learn new things • I do not like to change

INTRODUCTION TO

• I am happy to change • I cannot be wrong

 When I see others succeed, it inspires me.
 I believe that feedback is an opportunity to learn.
Which mindset do you think you have? Do the activity
below to find out!
MODULE 5

Table 1

 I’m a curious person.

 I google about many things that I want to know.
 I believe that by practice, I can improve myself.
 I believe that failures are learning.
 I accept challenges.
If you selected most of the activities in Table 1, you
Table 2
may have a Growth mindset.
If you selected most of the activities in Table 2, you
may have a fixed mindset.  I should not waste my efforts in learning new
It is time for you to reflect on the above exercise things.
you did for yourself.  I believe that most skills are god gifted and it can’t
be learned over time.
 I should not try anything new which can lead me to
fail.
 I feel threatened by others’ success.
 I should not take feedback from anyone.

What I learnt today:

48
 5.2 Learning Employability Skills Online

EMPLOYABILITY SKILLS
INTRODUCTION TO
 In this lesson you will learn:
 What is e-learning?
 The benefits of e-learning
 How to log into e-learning portals for Employability Skills

Thinking

MODULE 5
Box

 Let’s learn what is e-learning

 The COVID-19 pandemic has changed how learning takes place all over the world. Many learners,
like yourself, started learning online through online classes, YouTube videos, different apps etc.
 Online learning or e-learning is education or learning received online, via digital devices such as:
 Computers
 Tablets
 Smartphones
 Any other devices that can be connected to the internet
 Through e-learning, you can use educational materials at any time and from any place!
 You can go beyond the limits of traditional books and classrooms, and learn through many sources.
You may use formats like e-books, PDFs, audio, video, online lectures etc. You can learn trade
 Skills as well as Employability Skills.

What are the top three things you want to learn

online?

1.

2.
 Let’s learn about benefits of e-learning

 E-learning is not only for your college or education
days! With online education you can learn skills Increased
learner
which can help you do your job well. This can be Improved
engagem
 A continuous process, throughout your career. In Quick
ent recall
delivery
fact, if you keep improving your skills, your career and
of retentio
growth is better. lessons n
 Let’s have a look at how e-learning can help you
gain employability in the 21st Century.

 Practice and learn digital skills

 Develop in-demand job skills
 Explore new career pathways
 Get new skills at a lower cost More resources and
Ease of
access
 Access to latest content greater flexibility

 E-learning is changing the job market for employees all over the world. You will now have to
49
 learn continuously and gain new skills to grow in your career. Hence, as a 21st Century learner,
you must explore the world of e-learning.

 Q1. What kind of jobs are you looking for after your ITI course?

 Q2. What skills can you learn online to help you get this job?

 Let’s learn how to log into e-learning portals for Employability Skills
 An e-learning portal is a website that gives you access to online learning material. There are
several websites to help you learn Employability Skills online. Here are some websites to get
you started:


 Employability skills portals  Web address  Purpose

 Bharat Skills Portal  https://bharatskills.gov.in/  Discover online lessons

and study material for
trade skills and
employability skills
 
 E-Skill India  https://eskillindia.org/  Gain access to free,
certified online courses
 https://smis.nsdcindia.org
 ASEEM /  Help you find sustainable
livelihood opportunities.


Activity
Time!

useful portals for

ITI learners, the Bharat Skills Portal.

Step 1: Check for internet connectivity.

Step 2: Open Internet Explorer (Chrome,

‘bharatskills.gov.in’ then press the Enter key.

50
 EMPLOYABILITY SKILLS
INTRODUCTION TO
MODULE 5
What I learnt today:

5.3 Future of Work

In this lesson you will learn:

Exploring post-COVID job market

Thinking
1. Box
2.
3.

Let’s learn about the post-COVID 19 job market

The COVID 19 pandemic brought the entire world to a halt. There was uncertainty all over the world at the
start of the pandemic. Schools, offices, colleges and shops were closed. Many people lost their jobs and
some even lost their loved ones.
Now as the world is slowly recovering, there are new trends, especially in the job market - in India and
around the world.

51
 Let’s take a closer look at the post COVID 19 job market:

1. Digitization or automation of jobs:

MODULE 5

2. Working:

6.

3. Hiring from a wider pool of candidates:

5.

4. Need for digital skills:

52
 There have been many changes in the world of work during and after the COVID 19 pandemic.
What are some changes that you have noticed?

Let’s learn about the future of work

MODULE 5
In the past few years, there has also been rapid growth in certain industries in India. There are new kinds
of job sectors that are coming up with new and exciting opportunities that we haven’t seen before.
Jobs that have become outdated or reduced in demand in
the past 5 years:

• STD booths
• Photo studios
• Audio cassette/ CD recording
• Scissors grinder
• Bicycle repair

Jobs roles that exist now that were not present 5 years
ago:

• Ola/Uber driving
• Swiggy/Zomato delivery
• Mobile repair
• Social media influencer, You tuber

The following sectors are most likely to grow rapidly in the

coming years:

• Online retail
• Healthcare
• Pharmaceutical
• Financial and banking
• Computers and IT
• Gig work sector (Online education,
transportation services and caterers)
• Green jobs (Environmental Technician, Solar
Installer, Recycling Worker)

Find out the new type of job opportunities available for your trade by searching online what are
the different job roles available?

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53
 Let’s learn about 21st century workplace skills
According to India Skills Report 2022 by Wheel box, only 48.7% of total youth in India is
employable. This means almost 1 out 2 Indian youths are not employable. The study also
says that about 75% of all the companies surveyed reported that candidates don’t have the
skills that employers need. Additionally, the job market will keep changing continuously (the
way it changed during COVID 19). The skills we have today will not be of much use in the
future. To stay employed, we need to keep on learning new skills.

How can young professionals stay competitive in this demanding and changing job market?
MODULE 5

These 21st Century Skills will help you get employed and create a successful career path, even
when the job market keeps changing continuously.
Tip: Use Google search to understand what these skills mean, if you don’t understand them.

Literacies Qualities

How students apply core How students approach How students approach
skills to everyday tasks complex challenges their changing environment

Scientific literacy
ICT literacy

Q1. What do you think the words “21st Century Skills” mean?

Q2. Which of the listed 21st Century skills do you wish to learn?

22
54
 6.1 My Values and Ethics

In this lesson you will learn:

1. What are values & ethics
2. How ethics and values impact our behavior
3. Identify my personal values

There are six basic values of our country.

Checkbox the one you know.

Right to equality Right to freedom of religion

Right to freedom Cultural and educational rights
Right against exploitation Right to constitutional remedies

Let’s learn about ethics and values

Ethics means to decide what is right and wrong for a human conduct. Ethics is
necessary to have a good society, where everyone feels safe and
Respected. Ethics is usually the same for the whole of society.
Example 1: Someone has mistakenly left their mobile phone on the bus. You
immediately run to them to return it. This shows that you have ethics of
honesty. Hence, you did the ‘right’ thing.
Example 2: You see a man beating another person. You get angry and stop the
man from beating. You scold the beater for being violent. Then the beater
tells you that the other person is a robber. Now, did you do the right thing or
not?
Sometimes it’s not easy to know what the ‘right’ thing to do is. In such situations
you can refer to the above six basic values of our country.

Values are the beliefs that guide or motivate our attitudes or actions. They
show how a person thinks, feels and behaves at home, at work and in
society. It decides the ‘character’ of a person. It is more personal than ethics.

For example, your value is to be punctual. You are always on time. But, there are
times when you cannot be on time. Then, you feel bad for not living according
to your values.
Every individual has their own values that are taught to them by their family,
culture, religion etc. The values we have determine our behavior. If our value
is to respect people - in our actions we will actually show respect to everyone
irrespective of their gender, religion, caste, wealth, nationality etc.

55
 Let’s learn about how ethics and values impact our behavior
Our ethics and values form the pillars of our character. These are the six main pillars of character. The
pillars of character support us just like pillars support our building and make it strong. This helps us make
right decisions.

1. Be honest
2. Be reliable
3. Be loyal.
Trustworthiness

1. Be accountable.
2. Keep trying.
3. Always do your best.
4. Think before you act.
Responsibility 5. Use self- control and be self- disciplined.

1. Be kind and compassionate.

2. Show empathy.
3. Help others in need.

Caring

1. Respect public property.

2. Protect the environment.
3. Vote and abide by the law.
4. Act for the welfare of your society, country
Citizenship
and the world.

1. Be non-judgmental.
2. Make decisions based on facts.
3. Be open minded.
Fairness 4. Do not spread fake news

1. Be kind and respect all those who are different from

you despite their age, gender, sexuality, color,
caste, religion or class.
2. Don’t hurt other people’s feelings.
Respect

Let’s learn about ethics and values

Personal values are your beliefs that are very dear to you. Your personal values
decide your day-to-day actions and guide you through your life.
Values define who we are. Personal values differ from person to person. You learn
personal values from your culture, childhood, life experiences and other factors.
Steps to choose your personal values
MODULE 6

1. Think of things that are most important in your life.

2. Remember the experiences where you felt very happy.
3. Imagine what you would like to hear about yourself from others when you turn
60.
4. Think of things that you admire in others to discover your values.

56
 6.2 Our Constitution: Guiding Principles

VALUES-CITIZENSHIP
CONSTITUTIONAL
In this lesson you will learn:
1. Introduction to the Indian constitution
2. Guiding principles of the constitution

MODULE 6
3. Rights and duties as an Indian citizen

Thinking
Box
here.

Let’s learn about our Constitution

Like every household, schools or sports has their set of rules
similarly, every country has their own set of rules; we call it law.
The Constitution of India (Bhartiya Samvidhan) is like a rule book. The Constitution of
India
It is made of laws and rules for the country. It also tells the rights
and duties of its citizens. It helps to manage the country in a
We the people of India, having solemnly
good and fair way. Did you know? resolved to constitute India into a [SOVEREIGN,

1. All countries have a Constitution. JUSTICE, social, economic and political

2. The Constitution of India is the longest Constitution in the world.

3. Dr. BR Ambedkar was the chairperson of the writing team. FRATERNITY assuring the dignity of the
individual and the [unity and integrity of

Twenty-sixth day of November, 1949 do HEREBY

Preamble of the Indian constitution CONSTITUTION.

The Preamble to the Constitution of India is a brief statement

about the purpose and principles of the Constitution.
WE, THE PEOPLE OF INDIA, having solemnly resolved to constitute
India into a SOVEREIGN SOCIALIST SECULAR DEMOCRATIC REPUBLIC
And to secure to all its citizens:

It is a declaration that the people of India have defined themselves as free people (sovereign). That there
is social and economic equality in this state and there will be no discrimination based on caste or
gender. Everyone has equal rights and opportunities to get jobs and earn their livelihood.

Let’s learn about the guiding principles of The Indian Constitution

The guiding principles in our preamble are the characteristics of country, they are:

India is a SOVEREIGN country: this means India can make its own decision. Other countries
do not make or affect the rules and decisions of India.

India is a SOCIALIST country: this means the government should give equal access to
resources and opportunities to its citizens from all caste, religion, gender
And financial status. The resources can include access to food, healthcare, clean environment and
MODULE 6

quality education.
57
 India is a SECULAR country: this means that people from all religions or no religions
are treated equally in our country.

India is a DEMOCRATIC country: this means that everyone is allowed to have

different opinions and make their own choices. It gives equal respect to everyone’s’
opinions, thoughts and beliefs.

VALUES-CITIZENSHIP
Let’s learn about the rights and duties of an Indian citizen

CONSTITUTIONAL
Rights: things that we are morally and legally allowed to do.
1. Right to Equality - Ex: Every citizen in the country is equal before law
to each citizen irrespective of religion, language, age, caste, sex
and gender.
2. Right to freedom - Ex: Freedom to practice any profession or to
carry on any occupation, trade or business

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3. Right against exploitation - Ex: Prohibition of employment of
children
4. Right to freedom of religion - Ex: Every person is free to practice any
religion
5. Cultural and Educational Rights - Ex: The citizens can conserve their
culture, language or script
6. Right to Constitutional Remedies - Ex: A person can move to the
MODULE 6

Supreme Court if he/she wants to get their fundamental rights

protected.

Duties: Duty is a responsibility. You should do it for yourself and others. This makes you a good citizen.
Example: Parking your vehicle in the space given to you and not anywhere you want to, wearing a helmet
while riding.

6.3 Protecting Our Environment

Let’s learn about the causes of environmental problems

Have you ever wondered?
1. What happens to the garbage after it is collected by a garbage truck?
2. Where does the garbage I see in a river or on the beach go?
3. Is there a negative effect of cutting down trees?

The above problems lead to pollution. Pollution is when gases, smoke and
chemicals enter the environment in large amounts and make it harmful for
plants, animals and humans.
In recent times, these environmental problems of pollution have become
very serious. As per scientific studies, the harmful effects cannot be changed.
This has led to an environmental crisis.

Let’s look at some of the major problems that have caused this environmental crisis

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 VALUES-CITIZENSHIP
CONSTITUTIONAL
Environmental problems Causes

Land Pollution Solid and liquid waste

disposed of in landfills and
chemical wastes that pollute
the earth’s surface.

MODULE 6
Air pollution Exhaust from vehicles and
smoke from industries and
factories, burning of fuels,
etc.

Water pollution Water gets polluted

with paints, plastics and
chemicals released from
Industries and other human
activities.

Deforestation Forests are destroyed by

cutting trees for agriculture
and housing purposes.

Soil erosion When dirt or soil washes

away by water, wind, and
other natural forces.

What are some of the environmental problems in your region?

Pollution has various negative effects on the health of plants, animals, people and the planet. Let’s
examine the major effects of environmental problems today:

Ozone depletion The thinning of the ozone layer is due to the release of poisonous
gases like CFC’s in the atmosphere. This causes severe damage to
human health.

59
 warming

Long-term effects on
human health

We need to maintain our environment to create a safe life for all living beings
on this planet; and for future generations.

What are the common effects of pollution in your locality?

Let’s learn how to develop a green lifestyle

Protecting the environment is our responsibility. How can we adopt an eco-friendly lifestyle in our day-to-
day life? Here are some green habits you can adopt to save the planet. In order to make simple changes to
live a greener, sustainable life, we must:

Use bicycles and public transportation.

Avoid chemical pesticides and fertilizers.

Save electricity by turning off appliances and lights.

Reduce the amount of plastic waste.

Carry reusable cloth/paper bags when shopping.

Recycle cans, bottles, paper, books, and even utensils.

Plant trees and encourage others to do so.

60
 7.1 21st Century Employability Skills

In this lesson you will learn:

1. Introduction to the 21st century
2. How to assess your skills?
3. Making a plan for your skill development.

By now, you must have understood the term ‘Employability Thinking

Box

21st century.

the 21st century?

Let’s learn about 21st century employability skills

What is industrial revolution?
Industrial revolution is the way in which major
changes take place in the way manufacturing
happens. Over different centuries, the process of
manufacturing various goods has changed due to
technology and scientific development. We may think
this is a small change. But, it’s not. Every time there has
been an industrial revolution, people’s way of life has
completely changed.

For e.g., our grandparents, in their childhood, used to play with handmade toys. As time passed, few industries
started making toys with the help of machines. Through machines, toys were produced in large quantities.

What types of toys did you or your friends have in your childhood?

Handmade
Machine made

36

61
Let us understand the 4 major industrial revolutions.

1st Industrial
revolution 2nd Industrial 3rd Industrial 4th Industrial revolution
revolution revolution (also called Industry 4.0)

MODULE 7
Started in Started in Started in Started in
18th century. 19th century. 20th century. 21st century.

Things developed: Things developed: Things developed: Things developed: Robots

Cotton mills, steam Electricity, mass Computers, Internet, for human jobs, Internet
engines trains production of clothes, machines for simple based jobs, Entire world
cars & other goods human jobs like ATM connected through internet
and
technology

We all are here

Select the skills or tasks that are most relevant in the 21st century to be employable.

Skills for job/task Skills for job/task

Typing skills Critical thinking and Problem-solving

Hardware skills Computer programming languages

Wood cutting skills Physical strength

Needle work & weaving Logical reasoning

Digital fluency Communication skills

Basic computer skills Teamwork and collaboration

Entrepreneurial skills Time management skills

Creative thinking Data scientists

Blacksmith Self-learning skills

Let’s learn about how to assess your skills

Regular checking or assessment of your skills is necessary for the growth of your career. Here are the
different ways to assess your skills.
Skills Skills
Step 1: Make a list of your hard and soft skills. Ex:

37
62
 Step 2: Identify gaps in your skillset.
Ex: I need to learn MS excel.

Step 3: Research on the skills which are in demand in your trade. You can do this by researching the big
companies in your trade - understand what skills are trending today.
Ex: You can use online search engine (like Google) to search “skills required for a civil draughts person’s jobs”
• Create your resume and do self-reflection
• Ask other people for feedback on your work
• Take an Online Behavior Test

Let’s make a plan for your skill development

We usually think that a person can be intelligent or not intelligent.
MODULE 7

We decide this based on marks in school or college. But that is not true! There are 8 types of intelligence or smartness!
Someone can be weak in mathematics, but can be very strong with physical skills (playing sports, weightlifting, yoga
etc.). Someone who is weak in language skills, maybe very good in musical skills. So, next time someone asks you your
strengths, you can tell them based on these 8 types of smartness!
N

Multiple

Picture Smart
Word Smart

N
L-

Self-Smart

With the help of the statements below, you can check what type of intelligence or
smartness you have. Select the statements which you relate with the most, in all the
categories.

Picture Smart Body Smart

Word Smart Logic Smart

Characteristics: Characteristics: Characteristics: Characteristics:

Read and write Remember written Have excellent Are skilled at dancing
for enjoyment and spoken problem-solving and sports
information skills

38

63
 Are good at Enjoy reading and Enjoy thinking Enjoy creating
putting puzzles writing about abstract things with their
together Debate or give ideas hands
Interpret pictures, persuasive Like conducting Have excellent
graphs, and charts speeches scientific physical
well experiments
Are able to explain coordination
Enjoy drawing, things well Can solve complex
painting, and the Remember by
visual arts Use humor when computations doing, rather than
telling stories hearing or seeing
Recognize
patterns easily

MODULE 7
Music Smart Nature Smart
People Smart Self-Smart

Characteristics: Characteristics: Characteristics: Characteristics:

Enjoy singing and Communicate well Analyze their Are interested in
playing musical verbally strengths and subjects such as
instruments weaknesses well botany, biology,
Are skilled at and zoology
Recognize musical non-verbal Enjoy analyzing
patterns and communication theories and ideas Categorize
tones easily Have excellent and catalog
See situations
from different self-awareness information easily
Remember songs
and melodies perspectives Understand the Enjoy camping,
Create positive basis for his or her gardening, hiking,
Have a rich
relationships with own motivations and exploring the
understanding of
others and feelings outdoors
musical structure,
rhythm, and Notes Resolve conflicts in Dislikes learning
group settings unfamiliar topics
that have no
connection to
nature

Let’s learn about what is meant by “know yourself”

Knowing yourself is having a clear idea of your own self
- Your personality. It includes strengths, weaknesses,
thoughts, beliefs, motivation, values and aspirations. It can
shape our personal and professional life ahead.
We can build on our strengths and also identify areas to improve.
If we know what we are good at, we can identify the right
career opportunities. And, when we understand our areas of
improvement, we will always keep learning and growing!

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64
 Ability Interest

• Things that we are good at doing • Activities you like to do

• Things that other people recognize as • Things that make you happy
our qualities • Something that you do in your free time!
• Things that people often ask us to help
with

We can always acquire new abilities and interests. There are many things that we have never tried yet. As our life
experience grows, our abilities and interests also grow.

My identity

MODULE 7
Think about your life and answer the questions. You can choose to write about it, draw it out,
create a poem about it, etc. Be as creative as possible.

1. My name is
2. Sex
3. Age
4. What is the best quality about me?

5. What do I like to do in my free time?

Let’s learn about what are strengths?

Having a clear understanding of your strengths and
weaknesses will help you create a life-goal. Strengths are
qualities and skills that are considered positive. It helps you
grow well in life and career. You could have got it naturally, or you
could have cultivated and built it over the years, through your
experiences.
For example, good memory, good communication, good
mathematical calculation, kindness, politeness, friendliness are all
personal strengths. Weaknesses are lack of strengths or an
inability to do something well. Everyone has a set of weaknesses.
With hard work you can learn to overcome your weaknesses and
turn it into a strength.

My strengths and weaknesses

Observe yourself well and identify your personal strengths and weaknesses in the chart below. Also,
write about how you will overcome these weaknesses.

My Strengths My Weaknesses How will I overcome my

weaknesses?

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65
 Let’s learn how to describe my qualities, abilities and talents
In most job interviews, you will be asked to describe your qualities, abilities and talents. You may follow the given
tips to describe the qualities:

1. Prepare your answer before the interview

2. Note down a list of 5-6 abilities or skills you possess
3. Highlight the most important and relevant skills for the job
4. Mention qualities that make you unique
5. Provide examples to support the skills you mention
MODULE 7

Activity
Time!

your skills in the blank space provided below.

Quality Talent Skill/Ability

Honest A good painter A good leader

Caring A singer A good cook

Hard Working A magician Use computer

Innovative An actor Speak English

Career Focused A director Drive well

Loyal An artist Play (any sport)

identified in previous activity.

My name is
(Write your first name and last name.)

I am
(Write 2 to 3 strengths from the list above, or something else)

66
 I am
(Write 1 or 2 weakness from the list above, or something else)

I will
(Write 1 or 2 ways to overcome weakness from the list above,
or something else)

What I learnt today:

Knowing yourself will help you find out your interests,

You can overcome your weaknesses with hard work

7.3 Behavior and Attitude

In this lesson you will learn:

1. What are behavioral skills? 3. Motivating yourself to do better.
2. Developing a positive attitude.

Thinking
Box
girl has such bad behavior.”

What do you think is good behavior and bad behavior?

67
 Let’s understand what behavioral skills are
Behavioral skills simply means the way we interact, manage and deal with our external environment. It includes how to
act around people, places and situations.
Behavioral skills are understood by our actions. It can be seen by us and others.
Here are a few of the very important behavioral skills (these are also known as 21st century skills):
1. Communication: Includes speaking skills, listening skills, and body language and writing skills. How we communicate can
make or break our relationship with others.
2. Self-Improvement: Knowing our own self is very important to improve ourselves. Self-improvement is a skill we
use to continuously make ourselves better at what we do. It helps us set high goals and achieve them.
3. Time Management: These skills can help you organize your work efficiently so you can complete your tasks on time.
4. Conflict Resolution: Conflict happens when two people do not agree or have a fight over something. The way we
manage/solve the problem is called conflict resolution.
5. Decision-Making: When we have many good options, it is hard to decide. For example, deciding about your career path,
deciding whom to marry can be big decisions in life. Learning how to decide big or small decisions can help in our
behavior skills.
6. Problem-Solving: A person who can solve a problem well has a great gift in life! Solving problems can help with excellent
behavior in personal life and the workplace.

Give marks to yourself on the 6 skills below. Out of 10, how well do you know these skills? Ask a close friend to also
mark you, so you get an idea of how people see you! Here is an example to help you:

Example:

4/10
You Your6/10
friend

Communication

Self-Improvement

Activity: Time Management

Conflict Resolution

Decision-Making

Problem-Solving

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 Let’s understand how to develop a positive attitude
Behavioral skills are visible to others. But, attitude is in our minds. Attitude is what we think about something or
someone. Our attitude plays a huge part in how we look at life. It shapes how
We react to the things that happen to us. We can’t control what happens to us. But we can develop a positive
attitude to deal with the situations in your personal and professional life.

You can find various creative ways to keep a positive attitude. Here are a few suggestions:
• Enjoy small pleasures (eating something nice, looking at a beautiful flower, etc.)
• Try and adapt to change easily and quickly (what you cannot change, you accept.)
• Find the positive in negative situations (if you lose your purse, try to understand what you can learn from it.)
• Frame the problem in a positive way (You fell from your new bike. Bike is badly scratched and you are bleeding.
Instead of thinking of it as a huge problem, you understand that things could have been worse. You could have

MODULE 7
had a fracture!)
• Value yourself and find inspiration (you have problems because you are capable of handling them! Find inspiration
from how well you have overcome your problems in the past.)

Everyone has good days and bad days in life. Take your time and think back to a really good day
you had and give a reason as to why it was a good day.

Let’s understand how to motivate

ourselves to do better
We might have either heard or experienced the
above mentioned things. This is a common problem
we all face. We can request others to help us, but they
can only help for a short period of time. The only
everyday… But I don’t get
solution to such a problem is - self-motivation.
Self-motivation or the ability to motivate yourself
is an important skill. It pushes us to achieve our
goals, feel more fulfilled and improve our overall
quality of life.

Motivating yourself could start with few very simple tips:

• Just start: The secret of achieving big goals is, starting
them! love my goals… But
• Break down tasks into small steps.
• Make a promise to yourself. Give yourself a
prize when you achieve it. am just
• Be kind and loving to yourself. not doing them!
• Make a pact with a friend to achieve goals Attitud
together.
• Ask people to share their stories of growth.

What are a few steps you follow to keep

yourself motivated?

Ide
Support
a

69
 What I learnt today:

We can develop a positive attitude to deal with the

Motivation pushes us to achieve our goals, feel more

fulfilled and improve our overall quality of life

7.4 Critical Thinking & Decision Making

In this lesson you will learn:

What is critical thinking?

: Thinking
Box
Statement Yes/No

I can take decisions on my own

Let’s learn about what is critical thinking?

Critical thinking is a way of thinking to solve a problem. It helps us to find out if something told to us is the truth or not.
For example,
Imagine that your uncle tells you ‘We can never learn without books’. You can do critical thinking about this by asking,
• Is that really true?
• How else can we learn?
• What happens if we learn without books?

70
 Let’s look at another example. Imagine that you are a
mechanic, a customer has called you to fix their car that
This way, you can examine a particular problem based has broken down in the middle of the road. Which of
on facts. The best practice is to think critically by following things would you take with you to attend to the
customer?
asking many questions, not just believing everything
you hear or see.
Critical thinking is the process of understanding
information available, seeking answers and coming to a
The following are the steps we follow during critical conclusion.
thinking.

Why do you think critical thinking is important?

Let’s learn about how to make decisions

Decision making is a process of choosing between two or more options. We make a lot of decisions in our everyday
life. Using a step-by-step decision-making process can help you make a thoughtful decision.
Critical thinking can help you to make better decisions.

Steps followed in decision making:

Decision making

Identify problem

Generate options

Select best option

Implement decision

Evaluate and learn

from decisions

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Let us look at how Priya makes her decision about her career.

I am confused about what My uncle says that working

ITI course to pursue. I like to in the field of computers is
draw and paint, it makes me very good. You could learn
very happy. Data entry and programming,
become an office assistant or
learn Desktop Publishing.

I decided to pursue Desktop Publishing to become

a graphic designer. It is the best option for me
As I can learn digital art. This helps me follow my
passions too.

How did you make a decision to pursue this course at your ITI?

Let’s practice decision making

After your ITI course, you get a job in a different state, your family is happy that you have a job but don’t want you to
move to a different state. Now use the steps for decision making to find a solution to your problem.

Step 1: Identify the problem.

Step 2: What are your options?

Step 3: What is the best option for you?

Step 4: How will you implement this option?

Step 5: What did you learn from this decision?

72
 In this lesson you will learn:
1. What is time management? 3. How to manage time in everyday life.
2. Why is time management important?

Mark Thinking
Box
I plan in advance

MODULE 7
I turn off my phone to I reward myself for
focus on task completing tasks

any task

Let’s learn about time Management

Have you ever thought about?

Submit this
homework by Friday

Why did you have a timetable in school to learn Why do your teachers give you a timeline for
different subjects? homework submission?

These practices help you learn

how to manage your time!
Time management is the process
of organizing and planning Complete tasks on time
Your activities to make the best
possible use of your time. Good
Reduce stress
time management helps you
To work smarter. It is important
to balance your time between Do more in less time
different activities.

73
 What do you understand from the word “time management”?

Let’s learn about the importance of time management

Ram is pursuing an Interior Designing course from ITI Vivek Vihar, Delhi. He wants to learn painting by taking an extra
course. However, he is not able to learn painting due to lack of time.
What should Ram do?
Leave painting classes
Take out an hour by managing his time properly

If Ram decides to leave his painting class, he is losing a good opportunity to grow his career. The reason we often say “I don’t
have time” is because we are too comfortable in our daily life or even lazy to work harder. Everyone has the same 24 hours.
People with ambition and vision, MAKE time to achieve either goals.

Time management is one of the most important skills as a professional. In today’s world of work, work pressure is high. We
have to achieve high targets in a short period of time. Without time management, we cannot perform our job well.

By good time management in the workplace you can:

1. Learn more skills than others
2. Grow in your career
3. Support your team’s growth
4. Improve your performance at work
5. Meet work deadlines
6. Achieve better work-life balance

What do you understand by the term work-life balance? Why do you think it is important?

Let’s learn ways to manage time in our daily lives

If you feel like you don’t have enough time to do everything you wish to, better time management techniques
may help you. These are a few tips for managing time in daily life.

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 BECOMING A PROFESSIONAL
Create a daily planner

IN THE 21ST CENTURY

Give each task a time limit

Set reminders for all your tasks

MODULE 7
Block out distractions

Establish routine

Pomodoro Technique

Pick a task Set the timer to 25

minutes Get to work

A list should be planned Although a mechanical timer is

ahead of time. suggested, any type will do No distractions allowed!

Stop when time is up Record Progress Take a five-minute break

This block of work time Make note of anything that Breaks keep you fresh
is called a POMODORO. could aid future improvement

Get back to work After the fourth Pomodoro take a Continue likewise until calling it a
longer break day
(15-30 minutes)

With such focus and flow, time is

used more efficiently while
Squeeze in mindless chores reducing mental fatigue.
And repeat previous steps for increased productivity

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Let’s learn about techniques of creative
problem solving
Problem solving means finding a solution to any
problem. All of us solve problems every day.
Sometimes, we get confused about how to solve
A problem.
Problem solving in day to day life

The following steps can be helpful!

5. Apply the solution and test what happens

3. Find solutions to the different parts 6. As we solve more problems, we will get
of the problem better at problem solving.

4. Select the best set of solutions 7. If the solution is not working, try another way

solving

Why is problem solving important in day to day life?

Let’s practice problem solving

Let’s solve some problems together!

Step 1 Step 2 Step 3

Make a team with any 3 Together, decide a common Think of the problem
trainees from your class. problem that has been bothering solving wheel. Make a
you all for some time – it can be plan to solve the problem.
something in your institute, or Follow up to step 6 of the
about your studies or something problem solving process.
in your town.
For example, transport
problems, low-speed internet,
unclean toilets.

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 8.1 Motivation to learn English

In this lesson you will learn:

1. The importance of English

2. Simple and fun ways to learn English

MODULE 8
Thinking
or improve your English Box

Let’s learn the importance of the English Language

Here are 4 reasons how learning English can improve your life:
1. English is a common language
English is a global language used to communicate with people from different parts of the world.
For example, at work, if you meet someone from Japan or Germany, or even a different state
in India, English is a common language for communication.
2. English can help you get a better job
In an interview, if you can communicate in English, you will have an advantage over others.
International companies prefer to hire people who know English.

3. Using internet and social media platforms effectively

These days all information and news is online, and all that is in English. Even Social
Media platforms are in English. Of course, translation is available, but it does not
always convey the message correctly. Knowledge of English can help you use the internet
and social media platforms effectively.
4. English can make life fun
Knowledge of English gives you access to a wonderful world of entertainment! You can
watch English films, shows, news, videos, etc. and enrich your life.
Learning English is necessary for all of us. Communicating clearly and correctly is
important in the classroom and at the workplace.
It helps us participate in a wide range of activities. So let’s set a goal to learn English successfully!

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 every day is a chance to become better!
MODULE 8

If you become better at speaking English, how will your life improve?

1.

2.

3.

Let’s learn some simple and fun ways of learning English

Learning English is an opportunity to learn and grow. It is something to be proud of!
Here are a few enjoyable ways to learn English.

1. Listen to the English language. Watch English films or shows, and listen to
English songs, podcasts, news, etc.
2. Find a friend to practice speaking in English. Set an ‘English Only’ rule when
you speak to each other.
3. Read everything you see. If you look around, you will find that there are many
things to read - from magazines to pamphlets to movie subtitles.

I’m fine.

Don’t be afraid to make mistakes. If you are struggling with complicated

words, or a difficult sentence, look up Google for the meaning and
pronunciation.

Keep practicing and you will surely succeed!

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 8.2 Naming Words

In this lesson you will learn:

1. The meaning of Naming Words or Common Nouns
2. Naming words that have different meanings
MODULE 8

Thinking
Box
Shops Birds

Fruits Fish

Let’s learn the importance of

Naming Words
Imagine that you and I are going for a walk. We step out
and we are walking on a nice, beautiful road.
Let’s look at the picture and discuss what we see!
We see a wide road. There is a school, and next
to it a bank. A bus drives past us. We see the bus
driver wearing a brown shirt. There is a small boy
in front of the school. He’s playing with two cats. We
look up at the sky. There are many clouds.
We can also see a crow flying.

What did we see?

We saw people, places, animals and things. Then
we pointed at them and named them! Here are
the words that we used to name them.

Person Place Animal/Bird Thing

bus driver road cats bus

boy school crow shirt

bank clouds

is a naming word. They are also called ‘Common Nouns’

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 MODULE 8
Here is a classroom. What people, places, animals and
things can you see in the classroom? Write down
their naming words.

Person Place Animal/Bird Thing

Let’s learn about a few words that are the same, but have
different meanings

completely different things.

Bat

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80
 3. Letter 4. Feet

1. There are 26 letters in the English 1. We should wash our feet before going
alphabet. to bed.
2. I wrote a complaint letter to the office. 2. Suresh is 4 feet tall.

Activity
Time!
two pictures that match each word.
Nail
Wave

What I learnt today:

have two different meanings

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8.3 Naming Words - Singular and Plural

In this lesson you will learn:

1. The difference between singular and plural forms of naming words
2. Using the singular and plural forms correctly

Thinking
Animal/bird, or thing: Box

Grandmother - Computer -
Basket - Cabinet -
Goat - Delhi -
Pigeon -
Home -
Baby -

Let’s learn the singular and plural

forms of naming words
What is the difference between the word “cloud”
and “clouds”?

Cloud is the naming word for one cloud. It is a singular

naming word. The word clouds talks about more than
one cloud. It is a plural naming word.

Singular words are used when there is one person, place,

animal or thing to name. For example - teacher, park,
puppy, dress Plural words are used when there is more
than one person, place, animal or thing to name.
For example - teachers, parks, puppies, dresses

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 Look at the picture. Check if the naming word is singular (one) or plural (many)

Singular (one) Singular (one)

Plural (many) Plural (many)

Let’s learn the correct usage of singular and plural naming words
Let’s look at some of the most common naming Some words are spelt differently in the plural
words - both the singular words and the plural form. Here are a few common examples
words.
For most naming words, we add ‘s’ or ‘es’, to make it
plural

Singular Words (one) Plural Words (many) Singular Words (one) Plural Words (many)

1. Bag 1. Bags 1. Person 1. People

2. Computer 2. Computers 2. Man/Woman 2. Men/Women
3. Class 3. Classes 3. Child 3. Children
4. Box 4. Boxes 4. Tooth 4. Teeth
5. Mango 5. Mangoes 5. Foot 5. Feet

While using these naming words in a sentence, think carefully if you’re talking about one or about many.

Person/People

There is a young person sitting in the classroom. ‘Person’ talking about one singular
There a people ‘People’ talking about many plural

Year/Years

It will take a year for me to finish this course. ‘Year’ talking about one - singular
The builders took around 20 years to finish the Taj Mahal. ‘Years talking about many - plural

Week/Weeks

I have to go to the doctor next week. ‘Week’ talking about one - singular.
I have three weeks to study for the test. ‘Weeks’ talking about many plural.

Man/Men

A man in the shop is buying some biscuits. ‘Man’ talking about one - singular.
Five men walked into the bank. ‘Men’ talking about many plural.

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Tooth/Teeth

I have to see a dentist because my tooth is hurting. ‘Tooth’ talking about one - singular.
A dentist is a doctor who looks after our teeth. ‘Teeth’ talking about many - plural.

Activity
Time!

Man (one)

Men (many)

What I learnt today:

Singular means one. Plural means more than one

The plural form of naming words can be made by adding ‘s’ or ‘es’ to
the word
Some plural forms of naming words are spelt differently, for
example men, women, children, feet, teeth, people

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 In this lesson you will learn:
1. The need to use pronouns
2. The use of appropriate pronouns

8.4 Pronouns

Let’s learn the purpose and usage of pronouns

This passage is about a dog. Read the passage carefully and underline the naming words

The dog is 4 years old. The dog is brown. The dog has a black tail. The dog lives in our flat. The dog loves our family.

Thinking
Box
He

They
We

The dog always plays with me. The dog loves to go for walk.

Read the passage out loud. The word ‘dog’ is repeated many times in the passage! How can we avoid this? We can
use a pronoun. A pronoun is a word that is used instead of a naming word.

The dog is 4 years old. It is brown. It has a black tail. It lives in our flat. It loves our family. It always plays with me.
It loves to go for walk. The pronoun ‘it’ is used instead of the naming word ‘dog’.

What is a pronoun?
A pronoun is a word which is used in place of a naming word. Pronouns are used to avoid repetition of the
same naming word.

Let’s learn the important pronouns

Types of naming words Pronouns you can use to

replace the naming word

I
Write your name here.
Me
My (belonging to me)

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85
 you
A person you are speaking to
You’re (belonging to you)

He
Him
His (belonging to him)
A person who is
a man (singular)

She

A person who is a woman (singular)

She
Her (belonging to her)

They
Them
Their (belonging to them)

Many people (plural)

We us our (belonging to us)

You many people, including yourself

An object or an animal or
a place
It’s (belonging to it)
An object or an animal
Or a Place

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86
 Let’s look at some examples.
1. My name is write you name here. I am a student.
2. Ahmed is a doctor. He works at the hospital.
3. The cab will pick up Sonali. She is coming from the train station.
4. The students are going on a trip. They are going to the zoo.

Choose the pronoun to fill in the blank.

1. Akash and Johnny are writing on the 3. Ria and I drank some juice.
board. Drank some juice.
Are writing on the
board.
a. We b. He
a. They b. It

2. The box is very heavy.

Is very heavy.

a. It b. I

Let’s learn to use pronouns accurately to improve your communication

Is the naming word

Is the naming word

I am speaking to

You She

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87
Let’s look at an example.
Deepika is excited.

1. Is the naming word singular or plural?

Deepika is one person.
2. What naming word is the pronoun replacing?
Deepika is a person who is a female.

Deepika is excited. -> She is excited.

MODULE 8
Is the naming word
singular or plural?

Plural

What naming word is

the pronoun replacing?

Myself, along Many people that Many other

with other people I am speaking to people

We
You They

Let’s look at an example.

Pradeep and I are friends.

1. Is the naming word singular or plural?

Pradeep and I are two people. It is more than one person.
2. What naming word is the pronoun replacing?
‘Pradeep and I’ refers to myself, along with another person
Pradeep and I are friends. -> We are friends.

Activity
Time!
Let’s make this passage better by replacing the
naming word with pronouns.

Ayesha is my sister. Ayesha is 17 years old. Ayesha goes to college. Ayesha likes to play football
and basketball. Ayesha’s friends like Ayesha because Ayesha is smart and fun-loving.

Ayesha is my sister. (She/It) is 17 years old. (She/Ayesha) goes to college.

(She/He) likes to play football and basketball. (Her/Your) friends like
(Her/Ayesha) because (she/they) is smart and fun-loving.

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88
8.5 Action Words

Let’s learn action words and their connection to naming words

MODULE 8
• Who/What is shown in the • Who/What is shown in the • Who/What is shown in the
picture? picture? picture?
A boy A kite Doctor
• What is he doing? • What is it doing? • What is she doing?
Throwing a ball Flying in the sky Thinking

Naming Words Action Words

boy throwing

kite flying

doctor thinking

As we can see, the action words tell us what a person or object is doing.
An Action Word or Verb is used to show an action connected with a person, an animal/bird or a thing.

1. Physical actions 2. Mental actions 3. States of being

I am cold

To Be

To Jump To Think

Circle the action word. The naming word is highlighted. Please underline the action word
(verb)
1. The cat ran across the road.
2. Sejal and I travel by bus every day.
3. Mohan is helping me with my homework.
4. The children will play in the evening.

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 Let’s learn to use action words correctly in sentences
Since the action word tells us more about a naming word, it appears near the naming word.
We need to keep in mind that the form of the action word or verb depends on the time of the action.

Past Now Future

Whether the action happened in the Whether it is happening currently Whether it will happen in the
past future

The action has happened in The action is happening in The action will take place in the
the past (E.g... Rohit studied the present (Rohit is studying future (I will study tomorrow).
yesterday). now).

• The action could be happening on a regular basis (Seema studies every day after college)
• The action is a fact (The sun rises in the east)

As we can see, depending on past, present or future, the form of the action word will change, however, the
meaning of the action word/ verb remains the same

Let’s look at some more examples:

Last year it rained a lot (‘Last year’ is in the past)
I will return your book next week (‘next week’ refers to the future) we are
playing hockey now (This action is happening currently ‘now’) my mother
works in a factory (This is a fact)
We celebrate Children’s Day on 14th November every year
(An action that happens ‘every year’ on a regular basis).

Activity
Time!
the box.
Jumped driving watch have fly

I TV at night.
The
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Every week, we a test

90
 What I learnt today:

8.6 Describing Objects, Surroundings and Processes

In this lesson you will learn:
1. How describing words adds more information to naming words.
2. Use describing words related to size, shape, texture and color in sentences

Thinking
Box

Let’s learn about Describing Words

Words that are used to describe things are called
adjectives. We use them to give details about something or
someone.
A red bus. A tall girl. In these sentences, red and tall are
adjectives, because they describe the bus and the girl.
Adjectives add details to make sentences clearer or more
interesting. Look closely at how adjectives are used in
these sentences!

• A screwdriver is a useful tool

• Arjun is wearing a yellow shirt
• Radha lives in a lovely house

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91
 The new sales office is in a
tall
Read how Komal is describing her new
sales office. Then, answer the
questions!

What adjectives did Komal use to describe the new office?

1.

2.

Let’s learn about a few words that are the same, but have different meanings

Adjectives can be used to Adjectives can be used to Adjectives can be used to

describe COLOUR describe SIZE describe QUALITY

A long bridge
A blue uniform A happy face

A large pot A sharp tool

An orange balloon

What is the importance of adjectives in our everyday life?

1. Adjectives help to describe the size, shape, color and even quality of things.
2. Using them correctly helps us to communicate better with people.
3. It helps to understand what we read, speak and write about.

What I learnt today:

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 8.7 Introduction to Punctuation

In this lesson you will learn:

MODULE 9

1. The importance of punctuation marks

2. How to use punctuation marks correctly

Thinking
words given below to the correct symbol. Box

mark

Full stop

Comm
a

mark

Let’s learn the importance of punctuation marks

Let’s look at an interesting sentence.
“I love cooking my family and my pets.”
What does this sentence mean? Does it mean that this
man loves to ‘cook’ his family and his pets?
No! What the person is actually trying to tell us is that
he loves 3 things: cooking, his family, and his pets.
Now let’s use punctuation marks and correct the
sentence.
“I love cooking, my family, and my pets.”
This is why punctuation is important. The punctuation in this
sentence makes the meaning clear to understand.

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 Here’s another example to understand the importance of punctuation. Please read both the paragraphs aloud.

have to leave I’ll tell everyone and we have to leave? I’ll tell everyone and we

you go. Hey, guess what? Anil has got a

Which paragraph was easier to understand?

• The first paragraph was difficult to read and understand, wasn’t it? This is because there are no punctuation marks.
The second paragraph has punctuation, so it is much easier to understand, and it sounds better.
• When we speak to each other, our voice adds a lot to our words. We stop and pause at the end of sentences.
We also ask questions in a particular tone. We use another tone when we are surprised or excited, so it is
easy to understand what we’re saying.

But when we write, we cannot use our voice. That’s why we use punctuation marks.
Punctuation marks are symbols that we use while writing, to make a sentence clear and interesting.

Circle the punctuation marks in these sentences.

• Finally, Diwali has arrived! Anita, Mukesh and Shana are extremely excited. They can’t wait to go to
their favorite event of all time - the fireworks exhibition! They run down the stairs to go to the ground early.
Where are the children’s parents? They will join them later.
• The three siblings climb a tree - a tall mango tree - to get the best view. Wow! Look at the
colors! There’s red, green, yellow and blue - every color they could imagine!

Let’s learn the importance of punctuation marks

Full stop (.)
A full stop is a dot that is always placed at the end of a sentence.
Turn to any other page in this book and look at the sentences. All sentences will end with a full stop.

Capital letter at the beginning of the sentence

The first letter of a sentence is always written as a capital letter.
Again, turn to another page in this book. Observe the sentences. All sentences will start
with a capital letter. The word ‘I’ is also always in a capital letter, no matter which part of the
sentence it comes in.
• When can I go to school?
• Comma (,)
This symbol is called a comma.
The comma is used in a sentence to show a break within
the sentence. A comma is used in a few situations.
1. It is used while making a list of more than 2 things.
• The Indian flag is saffron, white and green.
• The boy shouted, screamed and cried when he saw
the clown.
2. It is used in sentences which have two parts that talk about
two different things.
• After we eat, we will take a nap.
• The clothes were beautiful, but they were too expensive.
Tip: When typing sentences on a computer using MS Word, it will automatically suggest corrections when you make a mistake with
punctuation.
Look out for a red line under the sentence when you make a mistake.

94
 9.8 Kinds of Sentences - Introduction

In this lesson you will learn:

1. Different types of sentences
2. How to make sentences for different situations

Thinking
Box
1.
2.
3. “Wow! This painting is so big!”

Let’s learn about the different types of sentences

Sentences are a group of words that convey a single idea. I love my cat.
There are 4 different types of sentences based on what the My new car is Red. My dress is
sentence means. blue

Declarative Sentence
A declarative sentence tells us some information, a fact
or an explanation. This is the most common type of
sentence that we use. (All the sentences in this section are
declarative sentences.) They always end with a full stop.

I love my cat.
My new car is Red. My dress is blue.

I’m so angry with her!

Exclamatory Sentence
An exclamatory sentence is a sentence which
expresses a strong emotion - like anger, surprise,
excitement or happiness. An exclamatory sentence
always ends with an exclamation mark (!)

I’m so angry with her! Oh no!

You did a great job!
Congratulations!
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 Give me the keys.

Imperative Sentence
An imperative sentence is a sentence which expresses
a command or an instruction to someone. (Instruction
manuals, recipe books, etc. are written like this)
Give me the keys.
Drive slowly, and take the next right. Please
MODULE 8

bring me the jar from the kitchen.

Interrogative Sentence
An interrogative sentence is a sentence which
asks a question. Did you know that an
interrogative sentence always ends with a
particular punctuation symbol? Do you know
what it is? It is a question mark.
Is it raining outside?
Where did you keep the water bottle? Does this shop sell
clothes?

Read these sentences carefully. Rewrite them in the correct box according to the
type of sentence.
3. Come to my office later.
4. I have a gray dress.
5. How do I open this box?
6. The car broke down yesterday!

Let’s learn about how to make sentences for different situations

The different types of sentences are meant to be used in specific situations. They help you
communicate efficiently depending on the situation.

For example, you’ve visited a beautiful park in your neighborhood. You’re writing a text to your
friend telling them about your day.

To share your emotion in the best way to your friend, would you use a declarative
sentence or an exclamatory sentence?
The flowers in the park were beautiful.
Wow! The flowers in the park were beautiful!
The exclamatory sentence is the best way to express your joy to your friend.
Let’s look at another example.
You are sitting in a classroom and studying. Another student comes in to take
some books and leaves. He forgets to close the door. What is the correct
sentence to use to ask him to close the door
Close the door.
MODULE 8

Please close the door.

Using the imperative sentence ‘Close the door’ is giving the person a direction or a command.
However, it is not polite to use a commanding sentence while asking someone to do
something for us. It is more polite to ask them the question.
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 8.9 Writing Simple Sentences

In this lesson you will learn:

1. The importance of word order in making sentences
2. To rearrange words correctly to create meaningful sentences

Thinking
for a few minutes. Write 5 sentences about what you
Box
see and what people are doing.

Let’s learn the importance of word order in making sentences

The little boy is hiding under the table.
What is this sentence about? It is about the little boy. ‘The little boy’ is the subject of the sentence.

Brazil is popular for the game of football.

What is this sentence about? It is about Brazil. ‘Brazil’ is the subject of the sentence.

Justice is quick and fair.

What is this sentence about? It is about justice. ‘Justice’ is the subject of the sentence.

The Subject is what or whom a sentence is about.

The Verb (action word).

Subject Predicate Object

The little boy is hiding Under the table.

Brazil is Popular for the game of football.

Justice is quick and fair

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97
In an English sentence, the subject always comes first in a sentence. This is followed by the verb (action word) and
then the object.

It’s important to use the correct word order while forming a sentence. When the correct word order is not used, it is
confusing to understand the meaning of the sentence.
Listen to the teacher the students. X

This sentence is wrong because the word order is wrong. The subject ‘the students’ should come at the beginning of
the sentence. Let’s write the sentence in the correct order.
The students listen to the teacher.

Combine the two parts and write a full sentence.

Remember to always write the subject first.

1.

The red jar

2.

Nicky’s brother

Let’s learn to rearrange words correctly to create meaningful sentences

We learnt that the subject always comes first in a sentence. The action word or the verb of the

Verb

Runs

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98
8.10 Reading Activity

In this lesson you will learn:

1. Strategies to become a better reader
2. Read and get information from posters and signs

MODULE 8
Thinking
What was it about?
Box

Let’s learn strategies to become a better reader

Reading is an activity that we do throughout the day. We read road signs. We read words and instructions
while using our mobile phone. We read the news, text messages and emails.

We read mainly for three reasons.

a better reader
1. Reading for information.
Reading is the most effective way to get information and grow in
knowledge. When we read books and articles, we learn new things
That improve our skills. We read on the internet to find information
about anything in the world.
2. Reading for instructions.
When we fill out a form, how do we know what details we need to write?
We read the words on the form! Reading carefully can help us
Complete many tasks correctly. Instruction
Manuals, user guides, road signs, etc. are all meant for us to read and
follow instructions. 1. Read Read
3. Reading for entertainment. 2. Read Read
Reading is one of the most productive and healthy activities we can 3. Read Read
do in our free time. We can discover many interesting characters and
4. Read Read
funny stories through reading.
5. Read 10. Read

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 Reading is a very important skill to practice and perfect. Reading can seem difficult and boring, if you are
not used to it.

Here are a few things you can do to become a better reader.

1. Read everything you can see. Read the newspaper, posters, magazines, online
articles, etc.
2. Dedicate 20 minutes every day to read something that you enjoy. Choose something that fits your interests.
Find books, short stories or newsletters on a topic that you like.
3. Read with a pencil in your hand. Underline important words or points as you read. You can also
underline words that you do not know the meaning of. Use the Internet to
MODULE 8

Find the meaning of these words.

Let’s decide to read more! Fill in the blanks to set your goals.
1. I will read books this year. (Write a number)
2. I will read from to every day. (Choose a time)

Let’s learn to read and gain information from posters and signs

Understanding posters

While reading a poster, first take a look

Understanding signs and symbols

used symbols. When arrows are used in road

Eye
Ear

100
Here are some more commonly used signs and
symbols.

• Red color: When the color red is used in

any symbols, it usually means that
something must not be done.

• Yellow color: When the color yellow is

used, it means, it means that you must
be careful. You must pay special
attention because there is some risk.

• This is the Recycle symbol. If you see it on

any objects, it means that the object can
be recycled. If the symbol is on a dustbin,
it means you must use that bin for
recyclable items.

• This is the special access symbol. It is

used to indicate when something is
Designed specifically for use by people
with disabilities. Some public spaces
have a ramp access, reserved parking
facility or a special bathroom for people
with disabilities. You will see this symbol
in such places.

• This symbol is used to indicate the place

where you can exit a building or a room.

Digital symbols

• When using an app or a website, you will see this symbol on

the screen. Clicking this will open the menu which shows you
all the available options.

• This is the power on/off button. You will find this on remotes and
devices like the TV, mobile phone etc. You can even find it on the
computer screen. Clicking this will turn on or turn off the
device.

101
 8.11 Speaking
In this lesson you will learn:
1. The appropriate expressions to use while speaking.
2. How to clearly communicate your views to others.

Let’s learn the appropriate expressions to use while speaking

It is important to use words in a clear and correct way while communicating. But, good communication is more
than just the right words. When we speak, people can hear the emotions in our voice and see our facial
expressions.

Thinking
Box

The expressions of your voice

Can you remember a speech that you enjoyed listening to? Or a dialogue in a film by your favorite actor? What emotion was
the person feeling during the speech? Were they angry or sad or happy?

MODULE 8
The easiest way to convey emotion while speaking is through your voice. Avoid speaking in a single tone that does
not share your emotions. Use a happy, excited voice to talk about things that excite you. Use a calm, lower voice to
talk about topics that are serious or sad.

It’s also important to be aware of the volume of your voice. When speaking to many people or in a crowded room, try to speak
loudly and slowly so that everyone can hear you. Speak in a quieter voice when speaking to one or few people.

The expressions of your face

Why have video calls become so popular when we already have voice calls
to speak to each other? It is because seeing each other’s faces is an important
part of communication for us. When you speak, people are usually using
both their eyes and ears to focus on you. They can hear your voice and see
your face.

Our faces naturally make expressions to show emotion. So while speaking,

use your facial expressions to match what you are saying. Eye contact is
the most important part of your facial expressions.
It helps the people speaking feel connected. When speaking to a
Group of people, move your eye contact from one person to another.
Speaking without eye contact shows that you are not confident about what you
are saying.

Suitable facial expressions + Proper voice tone = Effective Communication

102
 Pick a simple, popular story that you know from your childhood. Practice telling the
entire story in front of a mirror.

Use voice expressions properly. When speaking in front of the mirror, do it by maintaining eye contact with
yourself. It might feel strange at first. But it is great practice for speaking to other people.

Let’s learn how to clearly communicate your views to others

“Apples contain Vitamin C.”
This sentence is a fact. You can check if it is true or false. It does not change from one person to the other or from one
place to another.

“Apples are better than bananas.”

This sentence is not a fact. Suresh likes apples better than bananas. His sister Sangeetha likes bananas
better than apples. This is
An opinion.

During conversations, we sometimes state facts. Other times we share our personal opinion on something.
The person that we are speaking to might have a different opinion on the same topic. We can use
certain words and phrases to communicate our opinions during conversations.

Tip: It is normal and acceptable for you to have a different opinion from others. We always need to communicate respectfully, even if we do not
agree with others.

Opinion phrases Examples

MODULE 8

I feel that I feel that these yellow lights are too bright.

In my opinion, In my opinion, Mrs. Sharma is the best teacher in

the school.

Personally, I think Personally, I think this house is too small.

I respectfully disagree I respectfully disagree with what you are saying. Eating meat
is normal for some and not normal for others. It is up to people
to decide.

What I learnt today:

Facial expressions and voice expressions help us to

speaking to helps us to communicate confidently.

In a conversation, we can share our opinions with
people by using phrases like “I feel that…” and
“Personally, I think…”

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8.12 Listening

In this lesson you will learn:

1. The purpose and importance of listening
2. How to practice listening to follow instructions correctly

Thinking
Box

Speeches

Let’s learn the purpose and importance of listening

Effective communication is being able to both speak well and listen well. When you are having a
conversation with someone, it’s important to listen carefully. This helps us understand the other person and
contribute to the conversation.

Listening is an important skill to develop.

We listen for many purposes.

Listening for information

• Sometimes we listen to get information.
When we listen to the news or listen to
announcements in a train station- it is
listening to get specific information.

Listening for instructions

• We must also learn to listen for instructions. In
the classroom and in the workplace, many
institutions are shared. If we don’t listen
carefully, it is hard to follow the instructions
correctly. Listening for instructions and
information are two of the most common
purposes of listening.

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Listening for relationships and entertainment
• Sometimes, our listening skills can also be useful in other ways. Listening to a friend helps us
understand them and build a relationship. You can also listen to music, audiobooks and podcasts for
entertainment and pleasure.

Think and recall everything that you did in the last 5 days. Write down 3 instances when you had to listen carefully
for information or instruction.

1.

2.

3.

Let’s learn how to practice listening to follow instructions correctly

Listening is like any other skill - you must practice to become good at it. Here are 3 simple things you can
do to practice and improve your listening skills.

7. Spend 15 minutes every day listening to something like the news or a speech. Avoid distractions. Don’t do
anything else while listening.
8. When you listen to someone speaking or listen to a recording, summaries what you have heard. Try to
use 2 or 3 sentences to recollect what the person has said.
9. While your teacher speaks and as you listen, try to write the words that you are hearing. This might
seem difficult at first. But keep trying.

Activity
Time!
What is effective communication?

What does it mean to summarize what you’ve listened to?

To recollect everything you’ve heard in 2 or 3 sentences

What I learnt today:

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8.13 Talking about Likes and Dislikes

In this lesson you will learn:

1. The difference between likes and dislikes
2. How to share our likes and dislikes
3. How to talk about others’ likes and dislikes

MODULE 8
Thinking
things that you do not like to eat? Write them below. Box

Let’s learn the difference between likes and dislikes

This is Naresh. He likes to eat cake. He enjoys
playing football. He loves his puppy.
He does not like the taste of pizza. He does not
like being around cats. He dislikes eating apples.
These are Naresh’s likes and dislikes!

Likes are things or activities or places that we

enjoy. They are things that we feel a positive
emotion of joy or excitement towards. Dislikes
are things that we do not like. They are things
towards which we feel a negative emotion of
hatred or fear or boredom.

Different people can have different likes and dislikes.

You and your friend might like many of the same
things. However, you might also dislike some of
the things that they like. Our likes and dislikes
are one of the things that makes
Us unique.

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 This is Samvita. Take a look at her likes and dislikes. Write them down.

Samvita’s Likes Samvita’s Dislikes

Let’s learn how to share our likes and dislikes

We can use particular phrases to talk about our likes and dislikes. Let’s learn which the best phrases to use are.

I like... I like eating ice cream.

I love… I love my friends.

Use this phrase to express a strong
liking towards something.

I adore… I adore the paintings made by my sister.

Use this phrase to express a strong
admiration of something or someone.

I enjoy… I enjoy swimming in the ocean.

Use this phrase to talk about an
activity that you like to do.

I’m crazy about… I’m crazy about football.

Use this phrase to express a strong
liking towards something.

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 I’m fond of… I’m fond of my English teacher.
Use this phrase to talk about a person
that you like a lot.

I don’t like… I don’t like driving.

I hate… I hate watching the news.

Use this phrase to express a strong
dislike towards something.

I detest… I detest cooking in a dirty kitchen.

The word ‘detest’ is a very strong negative word.
Use this phrase to express a strong hatred
towards something.

I can’t bear… I can’t bear to clean my cupboard.

Use this phrase to talk about an activity or
a thing that you don’t like to spend time on.

While we may like and dislike many things, there are some things that we don’t have a positive or negative feeling about.
To talk about things that you neither like nor dislike, use this phrase.

• I don’t mind…
• I don’t mind studying physics.

Write sentences about your own likes and dislikes. Use the phrases given below.
I’m fond of I hate
I don’t mind

Let’s learn to talk about others’ likes and dislikes

You can also use these phrases to talk about others’ likes and dislikes.

• She is fond of her little sister.

• Sonya is crazy about cricket.
• The teacher can’t bear untidiness in the classroom.
• Pandi doesn’t mind eating apples or oranges.

While talking about likes and dislikes, we can also use these two phrases to add to the meaning of the
sentence. Using these phrases adds an emphasis to how much you like or dislike something.

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 1. a lot
2. very much

It’s important to place them in the correct part of the sentence.

1. She likes her car a lot.

2. The little girl loves her puppy very much.

To talk about others’ likes and dislikes, we must first ask them. We must ask them what they like and dislike so that
we know more about the person. Here are some questions you can ask to find out what someone likes or dislikes.
MODULE 8

Naveen is at home. His sister Sherin comes in. Notice how they express their likes and dislikes.

Sherin: Oh, no! I don’t feel like watching a

movie tonight. Why don’t we go out to eat at

Naveen: Sure. I adore the new Chinese

Sherin: I don’t mind Chinese food.

Naveen: Yes, I don’t want to eat biryani

today either. Great! Let’s go.

Activity
Time!

sentences about what the siblings like and dislike.

Playing video Their

games neighbor Cricket Drinking soda

Naveen X X
:)

:)

Sherin X X
:)

:)

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 9.14 Greetings and self-introduction
In this lesson you will learn:
1. The appropriate expressions to greet people in formal and informal situations.
2. How to introduce yourself to others effectively

Thinking
Box
say? Write it down.

Let’s learn the appropriate expressions to greet people in formal and informal situations.
When we begin speaking with someone or addressing many people, we first greet them. There are many different kinds
of greetings. They must be used appropriately in the right context.

You use a formal greeting when you’re speaking to a person of authority. Formal greetings are also for conversations
in formal contexts like workplace, conferences, business meetings, etc. You can also use a formal greeting
when you don’t know the person.

Here are a few greetings you can use when you are starting a formal conversation.

Greetings
Hello! Good morning.

Hello! How are you?

It’s nice to meet you.

Informal Greetings

Hey!

What’s up?

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 Informal greetings are greetings we use while speaking to friends and family. It is for people with whom we have casual
conversations, outside a professional setting.
Take a look at these situations. Which greeting is appropriate for Sheila to use?

10. Sheila meets her best friend from school at a wedding. They are in touch on WhatsApp and Instagram. They have not met
each other in a while. What should Sheila say?
a. Good evening.
b. Long time, no see!

11. Sheila wants to join an internship. Her teacher introduces her to an office manager who has more details about the
internship. Sheila walks into a meeting room to meet the office manager. What should Sheila say?
a. How are you? It’s nice to meet you
b. Hey! What’s up?

Let’s learn how to introduce yourself to others effectively

In the last activity, Sheila met two people. When she meets her friend, her friend already knows her. Sheila does not need
to introduce herself. They can begin a conversation because they know each other well.
However, when Sheila meets the office manager to talk about the internship, the first thing she has to do is to introduce
herself.

We introduce ourselves to people in different situations to give them some basic information about who we are and what
we do. The way we introduce ourselves depends on the situation in which we are asked to introduce ourselves.

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• While introducing yourself in a classroom,
it’s relevant to share information about what
you’re studying.

• While introducing yourself in a job interview,

it’s relevant to share information about your job
skills and experience.

• While introducing yourself to a new friend, it’s

good to talk about your likes and dislikes.

When we are asked to introduce ourselves, we

Can sometimes feel nervous because we don’t know what to say. A good practice is to prepare 5 or 6 sentences
of an introduction. You can use this prepared introduction with some small changes. That way you will not
feel nervous to introduce yourself!

Let’s look at Shamini’s introduction and learn how to form our own
introduction.

Hello everyone! My name is Shamini, and I am a student at Ashoka

University. I am studying to be a librarian. I chose my course
because I enjoy reading.
I also would like to help small kids read more.
I’m also a basketball player. I go to the park thrice a week to teach
some kids to play basketball. The happiest part of my day is when I
spend time with children. I’m a patient teacher and a good listener.

Shamini’s introduction can be split up into 6 parts. Using these 6 simple parts,
you too can write your own introduction!

1 Your name Hello everyone! My name is Shamini,

2 What you do primarily - as a And I am a student at Ashoka University. I am

student or for work studying to be a librarian.

Some personal or interesting information to

3 I chose my course because I enjoy reading.
add to the previous point
I also would like to help small kids read more.

Another activity that you do or interest that I’m also a basketball player. I go to the park thrice a
4 you have week to teach some kids to play basketball.

5 The happiest part of my day is when I spend time

Something that you like doing
with children.

6 A personal strength or a positive attribute that I’m a patient teacher and a good listener.
you have

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 8.15 Asking and responding to questions

In this lesson you will learn:

1. The differences between questions and responses.
2. How to ask and respond to questions using the correct phrases and expressions.

MODULE 8
Thinking
Box

respond? Write them below.

1.

2.

Let’s learn the differences between questions and responses

A question is when you ask someone something.
A question is a type of sentence that we ask or write to get further information. In written language, a question always
ends with a question mark (?). In spoken language, we change the tone of our voice while asking a question.

Read these sentences out loud.

• I am going to the bank tomorrow.
• Are you going to the bank tomorrow?

While asking the question, the tone of your voice must become higher at the end of the sentence.

Often, but not always, question sentences begin with a few words that are used to ask questions, also
called ‘Question Words’.

For example:
How are you? Who is your class teacher? What is the time now?

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Not all questions begin with these words though; there are many other alternatives that can be used to frame
the structure of a sentence. For example:
Have you ever tried ice cream with dessert before? Do you have a pen? Are you going to see the
doctor tomorrow?

Questions usually require a response or an answer from the other person. A response or an answer is what
another person says to address the question that is asked to them. Response sentences usually won’t make sense on
their own. You must know the question to fully understand the meaning of the response.

For example, see these responses. Do they make sense to you?

5 pm. She will.
Not today.

But when we read it with a question, you will fully understand it.

Question Response

What time is Reena coming? 5 pm.

Will Reena get my umbrella? She will.

Are you taking Reena to watch the movie? Not today.

Match the question to the response

Question

Can we use this room? Yes.

I like grapes.

It’s at 4pm.

Let’s learn how to ask and respond to questions using the correct phrases and
expressions
There are many types of questions. Each type of question calls for a different type of response. Here we will look at
two types of questions:

Wh- Questions
Wh- questions are questions that start with who, what, when, where, why and how. The question gives a
clear indication of the information that the person wants to know.

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Yes or No Questions
These are questions for which the answer is usually either a yes or a no. When used in a formal setting, it is
good to answer these questions in a full sentence. Avoid just saying “Yes.” or “No.” as a response.

When answering a yes or no question, you can also add some additional information that is useful.

Sometimes the answer to the question might not be a yes or a no. In that case, you can respond using some of the
following phrases.
- I’m not sure.
When is the
- I don’t mind. meeting happening?

Do you know how to

use MS Excel? Where do I have to come? You can come to our
Yes, I know how to
use MS Excel.

Did Rhea come to school today?

Are they going to build
a new bridge here?

No, they are not. They

cancelled the bridge
project this year

Activity
Mallika calls a restaurant to ask them about their Time!
timings, what food they have on the menu and if they

for Mallika’s contact details and her food order.

115
 What I learnt today:

A question is when you ask someone something.

8.16 Group discussion on simple topics

In this lesson you will learn:

1. How to express your thoughts clearly in a group discussion
2. Useful expressions to use while participating in a discussion

Thinking
in your own words. Box

Let’s learn how to express your thoughts clearly in a group discussion

A conversation is when two or three people are speaking to each other. However, in some situations, topics
are discussed among a bigger group of people. Many people give their thoughts and views on a topic. This
is called a group discussion.

A group discussion is beneficial as it helps you:

• Learn more about a topic
• Solve big problems

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• Discuss new ideas
• Understand different people’s views
• Find strengths and weaknesses of an idea
• Develop self-confidence

Group discussions can make you nervous. You may feel like
you can’t explain what’s on your mind clearly. You may not get an
opportunity to share your thoughts unless you speak up clearly.

Here are a few tips to keep in mind that will help

you express yourself well in a group discussion.

Understand the purpose of the group discussion

Think carefully about the purpose of the
Benefits
discussion. Find what and how you should
participate. Stick to the point discussed.

Be prepared Solve big problems

Write down some Notes on what you would like
to share. Do some research on the topic using the
Internet. Write your own personal thoughts and Understand different
Opinions. people’s views

Speak confidently
Use a clear and firm voice during group discussions. Develop self-
Share thoughts and opinions that are important for confidence
the discussion.
Avoid using fillers like “um” and “I feel…” while
Expressing facts and information that you know
to be true.

Keep eye contact while speaking

Making eye contact is important. This helps you to grab the attention of every member
in the room.

Listen attentively to others

Listening to what others in the group are sharing can help you understand and gather
new information about the topic.
Avoid being distracted or doing other tasks when someone else is talking.

Do not interrupt others

Avoid interrupting someone while they are speaking. Raise your hand if you want to
contribute and wait till you have a chance
To speak.

117
 Let’s learn useful expressions to use while participating in a discussion
During a group discussion, you respond and contribute in different ways. You can use these expressions to form
appropriate sentences.

Expressing your opinion

Your opinion is your unique point of view on a topic or an issue. Opinions can change from one person to
another.

Phrases to use Example

In my opinion… In my opinion, there are too many students in the classroom.

It seems to me that… It seems to me that students need more space to work on their art
projects.

Sharing facts and information

In group discussions, it’s good to also talk about facts and information that you have. Make sure that the information
is accurate. It’s also a good idea to tell the group how you got the information.

Phrases to use Example

We must keep in mind that… We must keep in mind that there are 70 students and only 2 classrooms.

The fact is that… The fact is that the average classroom size across the world is 24
students in each class.

Agreeing with someone

In a group discussion, you don’t always have to contribute a new thought. You can agree with what someone
else has said and add to their views.

Phrases to use Example

I agree with… I agree with Latha.

You are absolutely right. You are absolutely right. It is difficult to manage the schedule.

Disagreeing with someone

Sometimes, you might disagree with someone’s views. You would want to talk about an alternative perspective
and help them reconsider their views. It’s important to do this in a polite and respectful way.

Phrases to use Example

I don’t quite agree… I don’t quite agree with what you’re saying.

I’m not convinced that… I’m not convinced that the files need to be printed. Sending emails is more
convenient.

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8.17 Telephone Skills

In this lesson you will learn:

1. Three phases of a telephone call
2. How to use correct phrases to make telephone calls in a professional manner

Name the top 3 differences between making a formal call (call Thinking
Box
personal reasons, to friends & family).

Let’s learn about three phases of a telephone call

Telephone calls are an important method of verbal/spoken communication. In other words, communication that
is taking place between two people with the help of a Telephone/phone. Telephone calls can happen in
personal and professional contexts. In a personal context, we can speak freely and communicate in a casual
manner. Professional phone calls need to be formal, clear and effective. When speaking to a junior or senior,
we have to maintain a few simple norms in the workplace.

Let’s learn more!

• Caller: A person who makes the call
• Receiver: A person who receives the call
• On hold: When a call is kept waiting with a purpose
• Engaged: The person you are trying to call is speaking to someone else

There are 3 phases to a telephone call:

Observe the table on the next page.

Beginning Middle

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Steps of a Telephone Call

Greet the person Good morning Sir/ Madam

Beginning I am Rahim from ITI, Guindy.

Introduce yourself
I am trainee in the electrician trade.

Say why you are calling I am calling to find out if I may come for an
internship in your company.
Middle

Discuss what should be If there is a chance, please let me know. My

done contact number is 9999922222.

Thank the person. Thank you Sir/Madam. Have a nice day.

End
Say goodbye. Goodbye, Sir/Madam.

Speak politely. Use short sentences. Take notes about important information.

You need to call your friend to share about a job opening near your ITI. Tell your friend
about the job title, office location, salary, interview date and other important details.
Complete this table with what you will say in each step of the phone call.

Greet the person

Beginning
Introduce yourself

Say why you are calling

Middle

Discuss what should be

done

Thank the person.

End

Say goodbye.

120
Let’s learn about how to use correct phrases to make telephone calls in a professional
manner
Different phone calls have different purposes. During formal phone calls for professional purposes, there are some
phrases you can use in the conversation. Let’s learn some of them.

1. Making a call
When you call a friend, they might have your number saved on their phone or they might recognize
your voice. So you might not introduce yourself. When making a formal call, it’s important to introduce yourself
clearly. You can also include information about yourself that might help the person connect
With who you are.

• Hi, it’s [your name] from [company name]. Example of a professional

telephone conversation
2. Asking for somebody
It’s important to check if you’re speaking to the right person. “Hello, my name
• Am I speaking to [person’s name]? is Soham, I am “Hello, yes,
calling from MM this is Jisha
• I’d like to speak to [person’s name], please. company. Can I speaking”
speak to Jisha?”

3. Giving the reasons for calling

Use these phrases to explain to the person
why you are calling them.
• I’m calling to discuss…
• I just wanted to ask…
• Could you tell me…?
See the example on the right.

4. Asking when somebody will be available sometimes

when you call someone, they might not be available
to talk at that moment. So it’s good to check with them. “Hello Jisha, I’m “I am
calling to discuss interested.
You can also ask when you can call them again. about the New Please tell
• Is it a good time for us to talk now? Year discount in me more”
our company”
• When is a good time to call?

5. Asking the person to repeat information sometimes,

we might not hear the person clearly. You can
ask them to repeat what they said. Make sure to
do this politely, by asking it as a request. You
can also repeat the information and check if
you’ve understood them correctly.
• Could you please repeat that? I couldn’t hear you
very well.
• Could you spell that for me, please?
• Let me see if I got that right. [repeat the
information]

The most important thing to remember in professional conversations is to speak politely and respectfully.

121
 Activity
Time!
internship. You want to know information about how you
can apply, what are the responsibilities and the dates of
the internship.

Use at least 3 of the professional phrases we’ve learnt.

Greet the person

Beginning
Introduce yourself

Say why you are calling

Middle
Discuss what should be
done

Thank the person.

End
Say goodbye.

What I learnt today:

There are 3 phases in a phone call. In the beginning, you greet the
person and introduce yourself. In the middle, discuss the
purpose of your call. In the end, you thank the person.
Informal telephone calls that we make to friends and family are
different from formal telephone calls that we make for
professional reasons.

It’s important to be polite during formal telephone calls and use

certain phrases.

122
8.18 Reading and understanding job descriptions

In this lesson you will learn:

1. What are job descriptions

2. How to relate your skills/education to a job description

Thinking
Box
You want to find the best person for the job. Write down 2 skills
that the person must have.

Let’s learn about job descriptions

A job description is a simple document which has all the details about a job. When a company wants to hire
a person for a particular job, they create a job description. The purpose of a job description is to clearly
explain the responsibilities and required skills for that particular job. A job description ensures that the
right people apply for the job.

Not all jobs are a good fit for our personal skills and interests. A job description can help us understand if the job suits
our preferences.

Here is an example.

Job Title- Office Assistant

Location- Chennai

Our small but growing company is looking for an honest, organized Office Assistant to manage the day-to-
day administration of the office.

The successful applicant must have a positive attitude, a desire to work efficiently, and excellent communication
skills.

Responsibilities and • Answer calls as required

duties
• Maintain filing and storage systems in the office
• Schedule travel arrangements for senior executives
• Greet clients and vendors upon arrival and direct them to
appropriate offices

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 • Assist HR with sorting and collating documents
• Handle all incoming mail

Qualifications • Bachelor’s degree preferred

and skills • 2+ years’ experience in an administrative capacity compulsory
• Typing speed: minimum 60 WPM with 90 percent accuracy
• Familiarity with MS Office
• Pleasant, friendly attitude

MODULE 8
• Strong interpersonal communication skills

Beena and Vinod both applied for the same job. Beena re-read the job description carefully
before her interview. Vinod did not read the job description carefully at all.
Who do you think got the job offer? Why?

Let’s learn how to relate your skills/education to a job description

When we buy clothes or shoes, we make sure that we buy the correct size. This helps us to be comfortable
while wearing them. So it’s important to buy the right fit.

Similarly while applying for jobs, it’s important to find the right fit. Job descriptions are an important tool that can help
you to find the right fit.

A job description has different sections. Each part of the job description has information that can help you consider if
it is a good fit for you. Read each part of a job description and ask the question “Does this description fit me?”

The job title is the name of the role that you will be applying for. It conveys the purpose and scope of
the job.

Summary

Our small but growing company is looking for a reliable, organized Office Assistant to manage the
day-to-day administrative aspects of running the business. The successful applicant must have a
positive attitude, a desire to work efficiently, and excellent communication skills.

summary helps you understand that this is not a good fit.

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 This section describes what the job will require you to do. It lists all the tasks and actions that you
will be expected to complete in this role.

Would I enjoy working on these things?

Do I have some skills that can help me fulfill these duties well?
If you answered ‘yes’ to some of these questions, the job description helps you understand that it is
MODULE 8

a good fit.

This is a list of expectations that the employer has for the applicants. It sets the conditions for what

Some qualifications are compulsory if you do not fulfill that criteria, you cannot be considered for
the job. However, sometimes the word ‘preferred’ is used. If you do not meet this condition, you can
still apply for the job. If you have strengths in other required skills, the employer will consider you
as a potential candidate.

Other details

Activity
Time!

Knowing how to use MS Office application like MS Word or MS Excel

or false?

False

125
 BASIC ENGLISH SKILLS
What I learnt today:

It can help us understand if a job is a good fit for us or not.

MODULE 8
8.19 SpeakandShareInformation about Workplace

In this lesson you will learn:

1. How to share specific information about a job or a workplace
2. How to communicate your views and opinions about a workplace

Thinking
Select all the options which you think are correct.
Box

Office / Organization / Company / Shop / App / Building /

Employee / Loan / Bank / School / Plumber

Let’s learn how to share specific information about a job or a workplace

During conversations, we might be required to share information about a job that we are currently doing.
A team leader can ask you to share details of a project that you are working on. A friend who is applying
for a job in your company can ask you questions about your role. A potential customer can ask you for
information about your company and your role in the company.

A conversation about your job can begin if someone asks you one of the following questions.
1. What do you do?
2. What do you do for work?
3. What line of work are you in?

126
 Here’s how you can respond to these questions.
BASIC ENGLISH SKILLS

STEP 1

Share the name of Step 1 - Share the name of your job

your job
• I’m a teacher.
• I’m a nurse.
• I’m an office assistant.
MODULE 8

STEP 2 Step 2 - Tell them where you work

If you work for a large and popular company, you
Tell them where you
work
can simply share the name of the company.
• I’m an office assistant at Wipro.
• I’m a nurse at Apollo Hospital.
If your company is not easily recognizable, it’s good to share
what kind of company it is or what they do. You can also talk
about which city you work in.
• I’m a sales manager for a company that sells printers.
• I’m a teacher at a play school called A-Z School.

STEP 3 Step 3 - Share some information about your

responsibilities
Share some If the person is interested, you can share some more information
information about
your responsibilities about what you do at work.
You can tell them what kind of work you do or
what projects you work on.
• I teach math’s and art to the children.
• I take photographs for the website.
• I take care of the office files
and documents.

Vikram is a plumber at a small, local company. A potential client asks him “What do you do?”
Write down Vikram’s introduction.

Step 1 - Share the

name of your job

Step 2 - Tell them

where you work

Step 3 - Share some

information about your
responsibilities

127
Let’s learn how to communicate your views and opinions about a workplace
Now you know how to share basic details about a job! But what if someone asks for your personal opinion
on your workplace? How can you talk about how you feel about your job and your workplace?
Let’s find out!
There are two important things you can talk about while sharing your opinions on a job.

Talking about the work that you do

The words that you use to describe your work can be positive or negative, depending on how you feel

MODULE 8
about it.

Positive words to Negative words to

talk about work talk about work

Exciting Boring

Engaging Stressful

Rewarding Challenging

Talking about the people that you work with and workplace culture
Here are a few phrases you can use while talking about the people that you work with.
- I love the team I am working in.
- My colleagues/coworkers are great.
- I work with some great people.
- I like the job flexibility.
- I enjoy taking on challenges at work.

We must be careful about if it is appropriate in a particular conversation to talk negatively about our
job, our workplace and our coworkers. It is alright to do so while talking to friends and family. If you are specifically
asked for feedback or criticism by someone in your workplace, you can share your negative
Opinions in a respectful way. However, it’s not appropriate to speak negatively about your workplace during office
conversations or in job interviews.

Activity
Write 3 sentences about your experience Time!

1 negative opinion.)

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 What I learnt today:

We can also share some positive and negative opinions about the job.

It is not appropriate to speak negatively about the workplace during

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official conversations.

8.20 Writing Applications & Cover Letters

In this lesson you will learn:

1. How to write job applications
2. The different types of cover letters

Thinking
include in a job application?
Box

Let’s learn how to write job applications

A job application is usually the first step in applying for a
job. Companies call for job applications to invite qualified
people to be part of the hiring process.
There are different methods in which a job application
can be submitted. It’s important to check the job
description document or the company website to
know the type of job application they use.

129
In-person: In this type of job application candidates might
have an in-person interview at the mentioned date and
time in the advertisement.

Paper: Applicants might download and print the forms from

an online source. They must fill in the mandatory areas in the
document and post them to the mentioned address on the
cover letter. Most of the government job calls will be in the
paper format.

Online Job Application: Some companies have an online form

MODULE 8
that needs to be filled and submitted.

Name and contact details

Education qualifications

Read the instructions carefully and

How many years of MS Office experience do you have?

Why are you a good fit for the role of training manager?

the example.

Email Job Application

Some companies ask you to send them an email to apply for a particular job. The email is read by a person
who is in charge of choosing the best candidates for the job. The email is a chance for
You to make a great first impression. So here’s how you can write an
effective application email.

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 1. Subject line: It’s important to make it easy E.g... Sruthi Roshan – Teaching Assistant Position
for them to find your email. Include your
name and the job title you are applying for in
the message’s subject line.

2. Greeting: If you know the name of the E.g... “Dear Sir/Madam”.

person, address your email to them
specifically. If a name isn’t available, you
can open with
MODULE 8

E.g... Your job posting on Facebook for an

3. First paragraph: Explain why the purpose of Administrative Manager caught my interest.
your email. Mention the specific job that you Your description of the work responsibilities
are applying for and where you saw the job matches my experience, and so I am excited to
posting. submit my resume to you for your
consideration.

4. Second paragraph: Write a few sentences to E.g... In my position as the student

explain to the person why you are a good representative at ABC College, I managed
candidate for the job. What can student complaints and worked with the
You offer the company? What skills do college administration to resolve them. I led a
You have that can help you do the job team of 5 other students to start a training
well? What are your past achievements? programmer for students.
Highlight your most relevant skills and
accomplishments.

5. Last paragraph: Thank the person for E.g... My resume is attached. If I can provide
reading your email, and mention that you with any further information on my
qualifications, please let me know.
your resume is attached. Thank them for
considering your application. Ask about
what the next steps are and offer to follow
up.

6. Closing: Use a polite and formal closing

like “Sincerely” or “Best” at the end of the
email. Use your full name.

Re-read and check your email mail for errors before sending it. Make sure to attach your resume to the email

If you could apply for any job in any company in the world right now, what would you apply
for? Write an email application applying for the job. Remember to follow the 6 steps.
12. Subject Line
13. Greeting
14. First Paragraph
15. Second Paragraph
16. Last Paragraph
17. Closing

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Let’s learn the different types of cover letters
A cover letter is a letter or a special message written to a person while applying for a job. A cover letter is
a document you send with your resume that provides additional information about skills and experiences related
to the job you are applying to. A cover letter is usually the first thing someone sees or reads when you apply for a job.
If the cover letter is clear and displays your strengths, the person is more likely to take a look at your resume.

If an employer requires a cover letter, it will be mentioned in the job posting. Even if the company doesn’t ask for one,
you may want to include one anyway. It will show that you have put some extra effort into your application.

Here are the 3 most common types of cover letters you might write:
1.

MODULE 8
Application cover letters - This is the most common type of cover letter and is used to apply for a job. Writing
this is similar to the email application that we learnt about. You send this cover letter along with the
job application.
2. Referral cover letter - This is a letter that you write when a person refers you for a job or introduces you
to the hiring manager. Seeing the name of the person that they are familiar with in the cover letter
makes it more noticeable.
3. Prospecting cover letter/letter of interest - If there is a company that you would like to work for, you can write a
prospecting cover letter to them. This type of cover letter is used to ask them for more details
about the company and information on job openings. This type of cover letter takes the initiative to
let the hiring manager know your interest in working with them.

Activity
A letter that tells someone why you are a good candidate for a job
Time!

Both personal and professional details

Roshan’s cousin is friends with the hiring manager at Unlimited Inc. and

Referral cover letter

Envelope cover letter

What I learnt today:

A job application must be filled to provide correct and

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 9.1 Importance of Communication

In this lesson you will learn:

1. Importance of communication
MODULE 9

2. Characteristics of effective communication

3. Types of communication

Thinking
communication? (Write ‘yes’ or ‘no’ next to each). Box
Talking
Writing a letter
Eating
Sleeping

Let’s learn about the importance of communication

Human beings are social animals. We live in society with other people. In the workplace, we have colleagues. In
an institute, there are classmates. At home, we have our family. We are always surrounded by other people. And
we communicate with them every day. Sometimes we communicate even without realizing that we are
communicating!

Communication is important for three reasons:

1. It helps us share our thoughts.

We think thousands of thoughts every day.
Sometimes, we want to share these thoughts with
the people around us. In an office, this could be
discussing ideas for a new project. At home, it
could be as simple as what to prepare for dinner,
Or how much money to save. In each of these
Situations, we need to communicate.

2. It helps us describe our feelings.

Sometimes, we want to share our feelings with our
friends and family. We may share our happiness,
anger and worry - sharing emotions will always
Make us feel better! Sharing our feelings is an
Important part of communication.

133
3. It helps us learn new things.
Communication also helps us learn better. When
we ask questions or doubts, we are also
communicating. This is particularly important in
A workplace. Asking doubts helps us understand our
work and be better at our job. Strong communication
skills is an important professional skill.

Communication is important at the workplace because

MODULE 9
Fill in the blanks with the correct option.
1. It helps me discuss my ideas.
2. It helps me share my feelings.
3. It helps me go shopping.

Let’s learn about the characteristics of effective communication

Effective communication is an important skill in the 21st century. Being able to communicate well will help us in our
career as well as personal life. So what does effective communication involve?

Clarity
One of the most important parts of communicating effectively is being clear. We need to have a clear idea of what
we want to communicate. Use simple words when communicating to the other person.

Let’s look at an example. If you wanted to ask for extra time on an assignment at work, which would you
choose?

“You see, I was very busy and I was not able

“I am sorry, I have been unable to complete to understand the question. I am very sorry
but because I did not understand it I did not
understand the project better. Can I please do the task. I am working on it but it is not yet
complete. Do you think it would be okay if I
sent it to you sometime over the next week?”

The first example has the message (incomplete work), the reason (understanding the project better) and a suggested
solution (submitting next Wednesday). It is clear.
Completeness
We communicate because we want to share some information. So an important part of communicating well is
sharing the information fully! Make sure that message has all the details that we want to communicate. If
our message is complete, it helps the listener understand us completely and correctly.
Look at the examples below. Which is a better way to set up a meeting with someone at the office?

“Can we have a meeting?”

In the first example, you are asking for a meeting without giving any more details. In the second example, you are
describing what it is about, how long you’d like to speak and at what time. That is a complete message and is an
example of effective communication.

Listening

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 An important part of communicating well is listening! It is not enough if we share our thoughts. We also
need to listen when other people speak. Listening well shows the speaker that we are paying attention in
order to understand them.

Here are two emails asking for leave from an employee to their manager. Read them and see
which an example of effective communication is.

Email 1 Email 2
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I am writing to request one day leave next Friday,

Please grant me leave next Friday.
on December 23rd 2022. I am scheduled to undergo
Regards, a minor operation and will be back in office on
Monday, December 26th 2022.

Regards,

Now, fill the table below with ‘yes’ or ‘no’.

Email 1 Email 2

Manager knows what day

Sheena needs leave.

Manager knows what date

Sheena needs a leave.

Email 1 Email 2

Manager knows why Sheena

needs a leave

Manager knows when

Sheena will be back in office

Total number of YES

The Email with all four marked ‘yes’ is an example of effective communication.

Let’s learn about the types of communication

There are four important types of communication. It is important to know them so that you can be an effective
communicator in each one!

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Verbal communication
This is anything that we communicate when we speak to other people. Verbal communication can happen face to face,
over the phone or via online platforms like Zoom or Google Meet. It can be in formal settings like office meetings or
informal settings like when you spend time at a friend’s house.

Non-verbal communication
When you are communicating with someone face-to-face, you need to pay attention to nonverbal communication
as well. This includes facial expression, body language, posture and eye contact. Here are some common examples
of non-verbal communication:
• Fidgeting, shaking your legs or picking at your nails when you are nervous
• Yawning when you are sleepy
• Sitting upright when you are focused

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Written communication
This includes letters, emails and LinkedIn posts. Effective written communication involves short sentences,
vocabulary that is easy to understand and a clear message.

Visual communication
Visual communication is using pictures or images to convey a message. This has become a very popular type of
communication in the last few years. Posters, videos, pictures and movies are all examples of visual communication.

Activity
Time!
represents

Written communication

136
 What I learnt today:

Effective communication needs to be clear and complete.

Listening is also an important part of effective
communication.

There are different types of communication - verbal, non-

verbal, visual and written.

9.2 Verbal Communication: Speaking

In this lesson you will learn:

1. What is verbal communication
2. Difference between spoken and written communication
3. Importance of good verbal communication

Thinking
Box

Let’s learn about verbal communication

Verbal communication is the use of words to share information with
others. We can use any language to conduct verbal communication.
For example, anything spoken in Hindi, Tamil, Kashmiri, and
Assamese etc. can be verbal communication. Similarly, anything
written in Hindi, Tamil, Kashmiri or Assamese is also verbal
communication.

Verbal communication can be successful when we choose the right

words to share our message. Depending on who we are
Talking to, it can be done in many ways.
Communicating to yourself

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 I am fine, thank you

One person to a group Person to Person

How do you usually communicate with yourself? Pick options which you use:

MODULE 9
1. Talk to myself
2. Write in a daily book
3. Other ways ( )

Let’s learn about the difference between written and spoken communication

Verbal

Writing Listening

Face-to-face conversations

Messages, etc.

Radio, TV, Videos, Music,

speaking, we need a speaker to share the message, and a listener to understand the message.

The words we use to communicate

The way we are understood by others

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 What type of verbal communication are you better at - Writing or Speaking? How can you
improve yourself?

Let’s learn about the importance of good verbal communication

Verbal communication, be it through speaking or
writing is very important to share information I will be on leave next
Between people. Good verbal communication leads to week. Please deliver
Ok, I will do that.
MODULE 9

good relationships between people. It also has

A very strong impact on work culture, employee
happiness and successful business.
In any workplace, clear communication leads to
faster work. It helps employees do their work well.
It also helps the employers to share important
information with employees. When verbal
communication is simple and clear, it results in
minimal confusion.
Let us look at a few examples to understand the
power of simple and clear communication.

Give 3 tips to your friend to have simple and clear

communication.

1.
2.
3.

Activity
Time!
to your family. But they are not ready to listen

with them successfully?

139
 What I learnt today:

Verbal communication is the use of words to share

information

The two major forms of verbal communication include

written and speaking.

When verbal communication is simple and clear, it results

in minimal confusion.

MODULE 9
9.3 Verbal Communication: Writing

In this lesson you will learn:

1. Letter writing
2. Email writing
3. Resume writing

Thinking
Fill in the blanks with the correct answer. Box

Let’s learn how to write a letter

A letter is a form of written communication between two people. We can write letters to our friends and family to keep
in touch with them. Letters are also useful if we need to communicate with government officials or in workplaces.
These letters are known as formal letters. Before the internet was invented, letters were used more commonly.

Writing a formal letter has seven steps. Let us learn what they are!

Step 1: Sender’s address

Always start with the sender’s address at the very beginning of a letter. This is how the reader knows who the letter
is from! We must make sure to write our complete address so they know where to send their reply to!

Step 2: Date
Letters take some time to reach their destination. The date is a critical piece of information documenting
when the letter was sent.

140
 Step 3: Receiver’s address
COMMUNICATION SKILLS

Just like you wrote your address, you also need to

write the address of the reader! This helps make
sure that the letter reaches the correct person.

Step 4: Greeting
We all say “hello” when we answer a phone call. It
helps us start the conversation and greet the
Receiver’s address
person we are speaking to. We need to write a
greeting in our letter as well. Common greetings
Greeting
Include “Hi,” “Hello,” or “Dear ” where you write your
reader’s name. Subject
MODULE 9

Step 5: Subject
The next step is to tell the reader what the letter is
about. We write this by adding “Reg.” or “Sub.” at the
beginning of the line. These mean ‘regarding’ or ‘subject’.
Remember to keep the subject short and easy to
understand.
For example, if you want to close a bank account, the
subject can be “Reg. Closure of account number [insert
your account number]” You do not need to include the
subject in informal letters.

Step 6: Body
This is the fun part of the letter! This is the part
where we get to say everything we wanted to.
Letters are often used for official purposes like
Complaining to local government officials or communicating with banks. Whatever we want to talk about, write it in
the body.

Step 7: Signature
When we are done writing everything we wanted to share, it is time to finish the letter. The last thing on any letter
is our signature! There are many ways to end a letter. If we know the person well, we can end with “Love,”
or “Best wishes”. If we do not know them well, we can end with “Yours Sincerely” or “Regards”. We must remember
to add our name at the end!

Once we complete all seven steps, our letter is ready to send.

Tip: Remember to put your letter in an envelope, write your address and the receiver’s address on it, put the stamps it needs
and drop it off in a post box! Once you do that, your letter is on
Its way!

You are writing a letter to your friend. Which one of the following will NOT be a part of your
letter? Circle the odd one out.

Your address the A greeting to your friend your Your phone number

date account number your

Your friend’s address signature at the end

141
Let’s learn how to write an email
An email is a letter that we send through the
internet using an electronic device. It is a lot faster
than posting the letter! Today, emails are an Receiver’s email id
important form of communication. People write
emails for work and to their friends. Let us learn
Subject Line
how to write an email!
Email body
1. First, to write an email, you need to log in to your
email id.
2. Once you log in, you will see a “Compose” or
“New Email” button on your screen. Click that and
you are ready to get started!

MODULE 9
Sending an email is a three-step process:

Step 1: Receiver’s email id

Who are we sending the email to? Fill in their email id in
the “To” box. This helps our email reach the right
person. It is like the receiver’s address in letters!

Tip: Remember to check the spelling of this email id

carefully. If we make a mistake, we could send the
email to the wrong person!

Step 2: Subject line

The subject line describes what our email is about. Let us look at some examples of subject lines:

1. There is a function in your family that you have to attend on November 24th. You are working in a company
and need to apply for leave for that day. The subject line could be “Leave Application: November 24th”
2. Your uncle sent you knew earphones as a birthday gift. You are sending an email to say thank you. The subject
line could be “Thank you for the birthday gift!”

Tip: Remember to keep the subject line short and easy to understand. Keep the details for the body of the email!

Step 3: Email body

This is where we write everything we want to say. Just like a letter, we need to start with a greeting. If we are writing
to someone we know well, we can use informal greetings like “Hi”, “Hello”, or “Hey”. If we are writing to someone we
do not know well, use a formal greeting. This is usually “Dear ”. The blank can be filled with their name or
Sir/Ma’am.
After the greeting, we can write about what we wanted to share. We need to be clear with what we want our receiver
to know. Keep the email short. Once we are done, we should remember to sign off our email just like a letter.
Examples of formal endings are “Regards” and “Sincerely”. At the very end, we must add our name and email
address! For example, a formal email could end like this:

Regards,
Maria
Technician
ABC Pvt Ltd
mariaABC@email.com

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 Tip: Once you are done writing your email, don’t forget to press ‘Send’! Only when you click on ‘Send’ the email will leave
your email id.

Which of these lines are good subject lines? Remember - subject lines should be short and easy
to understand! Tick the ones that are correct.

Happy Birthday!
Last Sunday, I went to watch a movie and I really liked it but I am still not
sure who that actor was.

Let’s learn how to write a resume

MODULE 9

Most job applications ask us to send in a resume. So

what is a resume? A resume is a document that
describes our education and experience. It is a quick
and easy way to tell the company why we are the
right person for the job. A well-made resume is very
important to getting
A job. Today, we will learn what is included in a
Good resume.

Name
When we are introducing ourselves to someone, what is
the first thing we tell them? Our name! It should be the
first thing on our resume as well. Our name should be at
the very top in large font and easy to read.

Contact details
If the company likes our resume, they will want to
speak to us some more. They will want to contact
us and schedule this conversation. To make it easy for
them to reach us, we should include our phone
number, email id and address at the top of our
resume. Our address
Is important because it shows which city we live in.

Education
In this section, we describe what we have studied. We should start from the most recent and include our Class 12
and Class 10 performance as well.

Experience
In this section, we should talk about any work experience we have. This could be full-time, part-time or volunteer
work. We should remember to include our role, the organization’s name, the time period we worked and a few
lines about what we did.
Tip: Start from your most recent experience. If you are a fresher, do not be afraid to skip this section. It is okay - you are at
the beginning of your journey!

Skills
The final section of our resume should talk about our skills. This can include languages we know and software’s (like
MS Word and MS PowerPoint).

Remember: According to Indian law, employers cannot discriminate on the basis of age, gender or other identity markers.
We do not need to provide these details in our resume.

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 9.4 Non-Verbal Communication

In this lesson you will learn:

1. The meaning of non-verbal communication
2. The appropriate spatial distance for formal and
informal communication

3. The importance of maintaining appropriate body

MODULE 9

movements and appearance

Thinking
Box

Let’s learn about the meaning of non-verbal communication

Non-verbal communication is the process of sharing
messages without the use of words - written or spoken.
Any communication made between two or more persons
through the use of facial expressions, hand movements, body
language, postures, and gestures is called as non- verbal
communication. It is said that as humans, we communicate
more using non-verbal communication, than through words!

Non-verbal communication helps to stress upon what is said

using words. For example, if a person needs to
communicate that they are sad, he/she will say “I am
feeling sad”. When you see them,
You will also see them crying or with sad expressions.
If you think carefully, you will react to emotions (crying,
sadness etc.), more than words (I am feeling sad). More than
hearing words, when you see someone cry, you
Understand better. Therefore, non-verbal communication is a
very effective way of communicating. Sometimes, it is more
powerful than words!

144
 MODULE 9
Expressions using our face: Our face shows how Body posture: The way we stand, sit or use our
we feel, through expressions. It is a great way body shows how we feel about yourself and
others.
to communicate!

Touch: We communicate a lot through touch. Space: Space is the physical distance between
For e.g., a firm handshake can show two people. Depending on the relationship
confidence. between the two people, distance or space is
maintained.

Eye Contact: This helps to understand what The tone: The tone, speed and volume of our voice
others are saying. It is a way to show respect communicates a lot. For e.g., shouting shows we
to the other person. Making eye contact while are angry. Talking very slowly can mean we are
thinking or sick or tired.
talking shows confidence.

Why do you think non-verbal communication is very important to convey a message?

Let’s learn about the appropriate spatial distance for formal and informal
communication
When you meet another person, you maintain some
distance between yourself and the other person. This is called
spatial distance.

If you meet your friend, you will sit close to him/her. It is natural
to be physically close with your brother/sister and family
members. This is because these are close, informal
relationships. It is fine to stay physically close to people who are
close to you.

137

145
 When you are in a formal environment, distance needs to be
maintained between people. For e.g., in an office, you should not sit or
stand too close to your manager, or co-workers because
It is not professional. Such relationships are called formal
Relationships. You need to maintain a minimum distance of 4 feet
between people in a formal relationship.

Why do you think it is good to maintain distance in formal relationships?

MODULE 9

Let’s learn about the importance of maintaining appropriate body movements and
appearance
It is very important to focus on our appearance - how we look, how we dress, how we sit, stand etc. The way we
look helps a lot in our professional life. We need not wear expensive clothes, shoes and perfume. Maintaining
cleanliness and having proper body movements helps to show that we are smart, clean and dependable. Let us
learn how to do this!

Maintaining proper appearance

Take a bath, keep yourself clean

Comb your hair well

Carry your things neatly in a simple bag

For men, shave properly

146
 Activity
Time!

interview. All the best!

MODULE 9
What I learnt today:

Non-verbal communication is the sharing of messages without

Non-verbal communication takes place through facial expression,

touch, eye contact and body language.
It is fine to stay physically close to people who are close to you.
We need to maintain a minimum distance of 4 feet between

Maintaining cleanliness and having proper body movements is

very important.

9.5 Practicing Effective Communication

In this lesson you will learn:

1. Identifying formal and informal communication

2. How to introduce yourself effectively

Thinking
that they understood you? Box

147
 Let’s learn how to identify formal and informal communication
Communicating effectively means that the other person has fully understood what you are sharing. You can know if someone
has understood you by the way they listen, respond and continue the conversation.

Identifying formal and informal communication is very important to communicating effectively. Knowing the difference between
these two types of communication will help decide what words you use. It will also help you decide whether to communicate
verbally or in writing. Here are some questions that will help identify if the communication is formal or informal.

Question Formal Informal

MODULE 9

Who are you Colleagues & others in office, Friends & family
communicating with? government officials, strangers

Where are you In a workplace or official setting At home or in other

communicating? private settings

Will this communication be Often, yes Usually, no

recorded or looked at again
for important reasons?

Formal communication is used in official environments. Very often, verbal formal communication is followed by written
communication. This helps record everything that was discussed in a meeting and helps people remember what was decided
upon. Informal conversations are casual and do not need to be recorded for later.

Remember: Informal conversation does not mean disrespectful or rude conversation. It only means casual conversation with people
you know well.

Who would you speak to formally and who would you speak to informally? Mark “F” for formal and “I” for informal
next to each person.

4. Your best friend

5. The local Panchayat official
6. The manager at your new office
7. Your favorite cousin
Let’s learn how to introduce yourself effectively
When we meet someone for the first time, we introduce ourselves. The person forms their first impression of us - based on our
introduction.

When we introduce ourselves to a new friend, a teacher or an interviewer, they notice two things
Ne
about us. Ne
atly Minim
1. Our verbal communication - What are you telling them about yourself with your words? atly
al
2. Our non-verbal communication - What are you telling them about yourself without words, through
other things like body language?
So when you introduce yourself, you must work on both your verbal and non-verbal communication.
Verbal Communication
1. Use the correct greeting for the situation. If it’s a formal context, say “Good morning!” or “Hello!
How are you?” Form
2. Tell the person your name. Share a little information about yourself like what you do and what For al
kind of activities you do in your free time. mal
3. Speak in a clear and confident voice. Do not whisper or shout.
Non-verbal Communication
1. Maintain eye contact with the person you are speaking to.
2. Be mindful of your body language. If you are standing, stand straight. If you are sitting, sit up Simple,
tall and straight. Do not play with any objects with your hands or shake your legs. neutral-
3. Give the person a firm handshake when you greet them.
4. Be dressed appropriately for the meeting. If it is a formal meeting, make sure to wear formal clothes and formal shoes.

148
 What I learnt today:

Formal communication is for communication with colleagues

The communication guidelines to be followed are different in

formal and informal settings.
MODULE 9

When we introduce ourselves to someone, we can make a

good first impression. We must be mindful of our verbal and
non-verbal communication.

9.6 Workplace Communication: Introduction

In this lesson you will learn:

1. The importance of effective communication at the workplace

2. How to eliminate the barriers to effective communication
3. How to use text messaging for workplace communication

Thinking
Box
Thursday. How would you do this?

Let’s learn about the importance of effective communication at the

workplace
Communication at the workplace happens through many channels. During meetings, we speak and listen
to the people in the room. In emails and documents, we read and write to exchange information. We make
phone calls and video calls to consult with each other. We also send short text messages and Notes with each
other.
When communicating at the workplace, you might be speaking or writing to a person. For your communication
to be effective, follow the 6Cs of communication while forming your message.

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 1.
Are you communicating the information and your views in a way that is easy for
the other person to understand?

2.
Is all the information you are sharing correct in every way? Is it free of
grammatical errors, spelling mistakes and factual errors?

3.

MODULE 9
Have you included all the relevant information that the other person needs to
understand? Have you provided all the answers to the other person’s questions?
For example, when you send a text message to a co-worker to inform them about
a meeting on Thursday, you must also mention where the meeting will take
Place. Else, the communication is not complete.

4.
Have you communicated your message in a short and precise manner? Have you
been brief and to the point (concise)? Have you avoided discussing unnecessary
details about other things?

5.
Have you been considerate of the other person’s mindset, opinions and
background in the way you communicate with them?

6.
Is your communication kind and polite? Have you said ‘please’ while asking for
help and said ‘thank you’ when you received it?

Remember the activity at the beginning of the lesson.

You are working in a travel agency. Your boss asks you to check with 2 other team members and
schedule a meeting on Thursday. Write an email to your team members to communicate this.
Check your message with the 6Cs

To

Subject

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 Let’s learn how to eliminate the barriers to effective communication
There are specific things that can make it difficult to communicate in a workplace. It is good to be aware of these
difficulties so that you can avoid them.

1. Language differences: A workplace often has people from different parts of the country. Think of a team with 10
people -
7 people are from the same city and all speak Marathi. The other 3 people do not speak Marathi
because they come from other places. It’s good to avoid speaking in Marathi during meetings and group
discussions because it cuts off communication for 3 people.
In a workplace, check what the preferred language is and use that for all communication.

2.
MODULE 9

Unfamiliar words: There are some words that are used a lot that are unique to a particular industry or an
office. You might not have heard these words or phrases in other conversations. But you might hear them often at
work.
You get an email from your team member which says “The due diligence for this project is pending. Let’s table
this for now and circle back when it’s done.” There are some words and phrases in this email that you might not
know but are commonly used in the office.
If you come across words like this, you can use the Internet to find the meaning. Or you can ask a
Colleague to explain it to you.

3. Different styles of communication: Communication can be done in different ways depending on the people and
the workplace culture. Some organizations communicate mainly through emails, while some prefer to
have conversations. In some organizations, everyone is required to communicate their work progress daily or
weekly. In others, you only need to inform your boss when you finish a project or have problems with the
project.

Observe these differences carefully when you join a company. In your first few weeks, ask questions to
colleagues and to your team leaders. They can help you understand what style of communication is
followed there

Can you think of a time when you tried to explain something to someone but they could not
understand you at all? Why do you think communication was difficult that day?

Let’s learn how to use text messaging for workplace communication.

The most common method of communication in most workplaces is email. Nowadays, workplaces also use text
messaging for regular communication. Workplaces have a preferred app that they use for chatting and texting. Here
are some of the popular chat apps used for texting in a workplace.

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 WhatsAp
p
Email can be used to communicate final decisions and for formal requests. You can use workplace chat to have
regular conversations with your team, ask simple questions and make quick decisions.
It’s important to remember that using chat at work is still formal and in a professional environment. We cannot send
messages in the same way we text our friends and family.

Follow these tips while sending text messages for workplace communication.

MODULE 9
1. Send messages with correct spellings. Avoid using short forms and slang like “ur” and “omg”.
2. Avoid using too many emoji’s.
3. Do not send texts outside of working hours.
4. Use chat to discuss things that need a quick response. If you require a detailed answer or a long
discussion, it’s better to talk over a phone call or in a meeting.
5. Reply quickly to people’s messages. If you need more time to respond, send a message like “Hey! I
need some time to find an answer to your doubts. Can you give me a day please?”
6. Be careful about sending confidential information and documents over chat. Most workplaces have rules
about what should not be shared on chat and must only be shared over email. Check these rules when you join
a company and follow them.

Activity
Azim and Priya are working on a presentation
Time!

What I learnt today:

Communication at the workplace is important because

must be clear, correct, complete, concise, considerate and

Different companies have different communication styles.

and text messages. We must remember to remain formal

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 9.7 Workplace Communication: Introduction

In this lesson you will learn:

1. Importance of teamwork
2. How to work well in a team
MODULE 9

Thinking
three challenges you faced when you worked as a team. Box

Let’s learn about the importance of teamwork

Teamwork is when different people work together
on the same task. Whether it is at home, in
A classroom or at an office, teamwork is an
important part of interacting with others. But why is
teamwork important? Let us take an example of
building a house to understand this better.

• Everyone cannot do everything: It is not possible

for the same person to do the construction,
plumbing, wiring and carpentry for an entire
house. Even if it was possible, it would take a
very long time to complete all the work. By
working together, the work gets done faster.
Working with people who have
Specialized skills also means the quality of work
will be higher.
• Teamwork brings new ideas: Working with other
people is a great way to listen to new ideas!
Each person will have their own thought process
and opinion. When deciding what color to paint
the house, everyone is sure to have a different
answer! By working together, these opinions get
shared and the best option can be chosen.

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 • We all like company: Sometimes working alone can get lonely
and boring. Imagine building an entire house all alone! Working with
a team gives us other people to speak to, share ideas with and
learn from. We all feel happier and learn more when we work
together!
The concept of ‘synergy’ best describes the
importance of teamwork. Synergy means that the
work done by a team will always be better than the
work done by each of the team members separately.
By working together, we are all better.

MODULE 9
Some sports need teamwork as well! Which of these
sports needs the players to work as a team?

1. Running 100m
2. High jump
3. Cricket

Let’s learn how to work well in a team

Being a good team player is an important skill to have in any workplace today.
Learning to be a good team member is just like learning anything else. It takes
practice and remembering some simple rules. Here is what we should keep in
mind every time we work in a team.

• Have a shared goal

It is important that everyone in the team is working towards the same goal.
Understanding the common goal will always help in
Completing a task in the most effective and efficient way.

• Listen actively
Listening is very important to teamwork. Ask for your teammates’ thoughts
and opinions, and listen to them carefully. Do not interrupt
Them or go in thinking that your ideas are the best. Listening actively to each
other will lead to more creativity and better ideas.
• Disagree respectfully
• Sometimes people disagree with each other when working on a team. That is
completely
• Understandable. If you have different ideas
• Or you do not agree with a teammate’s idea, remember to communicate clearly
but
• Respectfully. Explain why you do not agree and
• Invite them to explain their point of view. Be open to changing your mind too!

• Share - responsibility and credit

Finally, remember to share the project. This means sharing the responsibility of the project with everyone in the team. This
will help everyone feel involved and motivated to participate. This also means sharing the credit. For example, do not say
you completed the project with your team’s help. Instead, say that we all successfully completed the project.

Have a shared goal | Listen actively | Disagree respectfully | Share responsibility and credit

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 9.8 Managing Conflicts

In this lesson you will learn:

1. What is workplace conflict
2. Common causes of workplace conflict
3. How to effectively resolve conflict at workplace

Thinking
Box
this situation?

Let’s learn what workplace conflict is

Conflict is a serious argument or disagreement between two people or two groups of people. A conflict usually lasts
for a longer period of time. It creates negative emotions towards people.

Have you ever had a fight with a friend? Have you had an argument with your family? Have you been angry and
stopped talking to someone?
Then you know what it feels like to be in a conflict. Conflicts happen when people have differences in thoughts (or
opinions), or differences in their way of doing things.

What happened when you were involved in conflict?

• You felt sad or frustrated and angry.
• It was difficult for you to trust each other.
• It is difficult for you to work together.
• You felt a lot of tension and an uneasy feeling.

Yes, conflicts are difficult situations. But conflicts are also common and happen to all of us. Usually, our differences
help us all to learn from each other. But sometimes, these differences can lead to arguments. Arguments create
negative situations between friends, families, classmates and even coworkers.

Conflicts in a workplace are common. At a workplace, different kinds of people work together. They need to work together,
share ideas & workload. Hence, conflict is common. Workplace conflict can affect people’s ability to work together and
cooperate with one another.

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MODULE 9

Let’s learn about the common causes of workplace conflict

When workplace conflict happens, we can do our best to solve the
conflict. To solve conflict, we must understand what the cause of the
conflict is. Workplace conflict usually happens for one of the following
reasons.

1. Poor communication: Conflict can be caused when people do not

communicate information and their views to each other clearly. When
communication does not happen effectively in a workplace, it can
cause a lot of confusion.

Leena sent an email to Abi and Sheki that there would be a

meeting at 2.30pm on Thursday. She forgot to mention that they
will be meeting in a restaurant, not in a meeting room.
Abi did not ask Leena where they will meet.
He assumed that they would meet in the meeting room.
On Thursday, Leena and Sheki waited in the restaurant. Abi
waited in the meeting room. Abi is angry that Leena informed
Sheki but did not inform him. Leena is frustrated that Abi is angry
with her and he did not make the effort to clarify.
2. Difference in personality and values: In a workplace we don’t all behave
the same way. We each have our unique personalities and values.
When our personality is very different from another person in the office,
it can sometimes lead to conflict.
Tina and Roshan have to go to another town for an official meeting. The office has given them Rs.1000 for the
trip. Roshan suggests that they book train tickets for Rs. 250 each. The train takes 4 hours to reach the
town.
However, Tina prefers that they hire a cab for Rs. 900. The cab will take them to the town in 2 hours.
It is more comfortable to travel than in a train. Tina and Roshan have a long discussion about these
options. They think that their suggestion is the best. This leads to a loud argument.
3. Stress: Sometimes workplace conflict occurs because people are tired and stressed. When we are stressed,
it is difficult to be calm and patient. Under stress, we also react to situations faster without thinking about it and
trying to understand the person. This can lead to arguments over small issues that can be easily resolved.

Let’s learn how to deal with criticism at the workplace

In your time at a workplace, you will encounter both constructive criticism and unfair
criticism.
How can we respond properly to criticism?

How to respond to unfair criticism?

1. Remain calm. Do not respond to the person’s negative emotions with anger or
frustration.
2. Try to find useful advice in the criticism. Is there some part of the person’s
criticism that can help you to improve?
3. Remind yourself that this is unfair criticism. Remind yourself of your strengths
and your accomplishments.

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 Constructive Criticism Unfair Criticism
MODULE 9

Gives you suggestions on how you can improve. It Does not help you to fix the problem.
focuses on steps to take to get better.
[Ex: Speech was short and not useful]
[Ex: Your speech on Gandhi was short. More points
talking about his non-violent movement would have
been better]

Does not attack your personality Attacks you personally by commenting on

your looks, status in a bad way.
[Ex: Your project could have been planned better] [Ex: You project is as ugly as you]

Focus is on an incident or a task Focus is too much on your failures and

your weaknesses.

Given in a calm and respectful tone Given in a rude manner, using an angry or
frustrated tone

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 Read these statements of criticism. Draw a star near the statements of constructive criticism.
That is the worst presentation I’ve ever seen!
That was a good effort. It would be good if you can talk more slowly in your next presentation.
Your last two projects were not completed on time. I can help you to be more organized with your time.
You are always late and messing up all your work.
Get out!
4. Don’t stay in the conversation for too long if
The person is becoming more angry or frustrated. Leave the place. Ask them if you can continue the conversation another time.

How to respond to constructive criticism?

1. Take a few minutes to understand the criticism. When receiving criticism, our first natural reaction is to talk and
explain. Stop yourself from doing that. Think about what they are saying for a few minutes.
2. Listen closely to what the person is saying. Understand their perspective on your weaknesses.
3. Say thank you. Tell the person that you appreciate that they took the time to talk to you.
4. Ask them questions to better understand the problem and find out what you can do to improve. Questions such
as:

MODULE 9
a. What can I do to improve in this area?
b. Can you help me as I work on this skill?
5. Set a personal plan to improve in the area.
After you finish the conversation with the person, spend 10 minutes alone. Think and write down 3 specific things you can
do to improve yourself based on constructive criticism.

9.10 Assessing Your Communication Ability

SKILLS

In this lesson you will learn:

MODULE COMMUNICATION

1. To identify the strengths in your communication skills

2. To identify the areas of improvement in your communication skills
9

Thinking
enjoy talking to this person? Box

Let’s learn to identify the strengths in your communication skills

All of us have communication skills. We have been using our communication skills since we were children. You have great
strengths in your communication that can be helpful to your community and to your workplace.

Tick the statements that are true.

This is an activity for you to understand your strengths well.
Think carefully about if the statement applies to you and add a tick mark.

I find it easy to talk to new people.

I feel confident when I talk to new people.
I can write a letter to clearly explain my views to another person. I
can write an email to someone for a specific purpose.
I understand how to create my own resume.
I know how to speak and write confidently in a formal situation.
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 Asking
Listening verbal Digital

MODULE 9
Let’s learn to identify the areas of improvement in your communication skills
Great! You know your communication strengths! Now let’s think about areas where you can improve and become a
better communicator.
Tick the statements that are true.
This is an activity for you to understand your areas of improvement. Think carefully about if the statement applies to you.

I feel nervous when I talk to new people.

I do not know how to write a letter to clearly explain my views to
another person.
I find it hard to write an email to someone for a specific purpose. I
do not know how to create my own resume.
I do not know how I need to speak and write to communicate in
a formal situation.
I do not know how to speak and write to communicate with my friends and family.
I feel nervous when I have to introduce myself in a formal situation.
I do not know how to use chat or text messages to communicate
In formal situations.
I find it difficult to introduce myself to new friends.
I become frustrated and respond with anger if I’m involved in any conflict.
I become frustrated and confused about why people cannot understand what I’m communicating. I
struggle to communicate while working in a team.
I find all criticism to be unfair and hurtful.
I am not sure how to respond to constructive criticism.

If you have ticked some of these statements, congratulations! You now know what areas you can work on. You can
seek help and practice these skills. Next year, these areas of improvement will be your strengths!

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 10.1 Finance and Legal Literacy
Introduction
• Self-management, also referred to as ‘self-control,’ is the
ability to control one’s emotions, thoughts and behavior
effectively in different situations. This also includes motivating
oneself, and setting goals. People with strong self-
management skills are better in doing certain things better
than others.
• Therefore, employers too strongly prefer people with good self-management skills.
• Basics of Self-management Figure 2.1 Self-management
• To perform well at work and life in general, you must be able to manage and improve yourself
in various skills including discipline and timeliness, goal-setting, problem solving, teamwork,
professionalism, etc. Once you develop your personality and abilities in these areas, you will be
able to succeed in personal as well as professional life.
• Following are some of the skills you must master to succeed in life:
• Self-awareness: Ask for honest feedback. Gather insights on your personality and work-specific
proficiencies. Think about your daily interactions and how you handled situations well or could
have handled them differently.
• Responsibility: Taking responsibility for your tasks is very important. Taking ownership is the
step towards self-development. For example, if you have been assigned a task by a teacher;
ensure you take complete ownership. Even if you are unable to complete the task on time, you
must report it and then correct it.
• Time Management: Priorities the things you have to do. Remove waste and redundancy from
work. Make a time table and follow it diligently.
• Adaptability: Stay current with best practices and read up on new information always. Prepare
yourself for new changes, so that you can transition seamlessly.

 Session 1: Stress Management

Stress and Stress Management
Have you ever felt worried that you will not pass in an exam? Do you
feel pressurized when people around you bring up certain topics for
discussion (issues that you are not comfortable with)? Do you fear that?
You will be unsuccessful in life? If yes, then you are going through
stress. Stress motivates you to achieve more but when you are under
stress for a prolonged period of time, it can cause health problems and
mental troubles as well.
What is Stress?
Stress can be defined as our emotional, mental, physical and social
reaction to any perceived demands or threats. These demands or threats are called
stressors. Stressors are the reason for stress.
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 For example,
• You are too close to the exams but feel unprepared.
• You are experiencing a loss of someone close in the family.
• You are worried about what people would think of you if you don’t dress well or cannot speak
confidently.
• You are stressed due to lack of sleep.
Stress Management
• Stress is a part of everyday life. There are many instances when stress can be helpful. A fire
alarm is intended to cause stress that alerts you to avoid danger. The stress created by a deadline
to finish a paper can motivate you to finish the assignment on time. But when experienced in
excess or for a long period of time, stress has the opposite effect. It can harm our emotional and
physical health, and limit our ability to function well at home, in school and within our relationships.
• Managing stress is about making a plan to be able to cope effectively with daily pressures. The
ultimate goal is to strike a balance between life, work, relationships, relaxation and fun. By doing
this, you are able to deal with daily stress triggers and meet these challenges head on.
• Always keep in mind the ABC of stress management
• A: Adversity or the stressful event
• B: Beliefs or the way you respond to the event
• C: Consequences or actions and outcomes of the event
• Stress management can help you to
• Have a joyful life.
• Focus and complete tasks on time.
• Be a happy person as you are stress free.
• Be more energetic and spend quality time with your friends and family.

Look out for signs of stress, such as

Step 1: Be aware headache, sleeplessness, sadness,
that you are excessive worrying, nervousness, etc.
stressed Only when we are aware, we can
manage stress.
Use time management tools to manage your
Step 2: Identify
time well. Focus on the important tasks and
what is causing
get them done. Talk to someone close about
you stress
the issue. Take time to relax by exercising,
watching movie or any other activity which
can help feel relaxed.

Step 3: Apply Find out the reason for your stress. Is

stress it because of exams, family pressures,
management money issues, not eating good food,
etc.?
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 Management Techniques
• Here are a few simple stress management techniques.
• Time management: Proper time management is one of the most effective stress-relieving
techniques.
• Physical exercise and fresh air: A healthy lifestyle is essential for students. Stress is generally
lower in people who maintain a healthy routine. Doing yoga, meditation and deep breathing
exercises help in proper blood circulation and relaxes the body. Even taking a walk or playing in
the
• Park will help you get a lot of fresh oxygen, which will help you become more active.
• Healthy diet: Having a healthy diet will also help you reduce stress. Eating a balanced diet, such
as Dal, Roti, vegetables and fruits will give you the strength to do your daily work efficiently.
• Positivity: Focusing on negative aspects of life will add more stress. Instead, learn to look at the
good things and stay positive. For example, instead of feeling upset over a scoring less in a test,
try to maintain a positive attitude and look at ways to improve the next time.
Organizing academic life; no delaying: By keeping class Notes organized, finishing in
assignments on time, and keeping track of all deadlines, stress can be reduced to a great extent.
Sleep: We should get a good night’s sleep for at least 7 hours so that your brain and body gets
recharged to function better the next day.
Holidays with family and friends: Going to a relative’s place, such as your grandparents’ house
or a new place during your summer vacations can help you break from the normal routine and
come back afresh.
• Ability to Work Independently
• If you can become a calm and relaxed person, you will be have the ability to work independently,
which means.
• Becoming self-aware, self-monitoring and self-correcting.
• Knowing what you need to do.
• Taking the initiative rather than being told what to do.
• Recognizing your mistakes and not blaming others.
• Having the ability and the will to learn continuously.
• Emotional Intelligence
• Emotional intelligence is the ability to identify and manage one’s own emotions, as well as the
emotions of others. It is generally said to include at least three skills:
Emotional awareness: the ability to identify and name one’s own emotions.
Harnessing emotions: the ability to harness and apply emotions to tasks like thinking and
problem solving.
Managing emotions: the ability to regulate ones own emotions when necessary and help
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 others to do the same.
• Knowing how to manage one’s emotions is critical for all of us. You can manage stress,
keep your brain
Active and open minded, and easily overcome failures if you can keep your emotions in
check. Emotional intelligence can also help you have better relations with your friends and
family.
Let us take an example. Ravi and his best friend, Shiv, have been practicing for the annual
school dance competition. They are both performing solo. On the day of the competition,
Shiv won. Ravi felt extremely sad and dejected. He shouted at Shiv unnecessarily, cried
and also did not talk to his parents for 3–4 hours. On the contrary, if Ravi would have been
emotionally intelligent, he would have accepted defeat gracefully, and done better in the
next competition.
Being emotionally intelligent enhances your chances of success and a balanced life.
Some steps to manage emotional intelligence are as given below.
• Understand your emotions: Observe your behavior and note the things you need to work
on. You can then work on the things you need to improve.
• Rationalize: Do not take decisions abruptly; berational in your thinking.
• Practice: Do meditation and yoga to keep yourself

Practical Exercise

The teacher will facilitate these activities by showing you the e-learning module
for this lesson via http://www.psscive.ac.in/ Employability_Skills.html. The module
will include videos and e-content for the above topics as well as detailed instructions
for some activities below.
• After watching the video ‘Have you faced this situation?’ in the e-learning lesson,
discuss what you have learnt from the video. Do you think Priya was worried that
she will not meet her goal? What would you do differently in her situation?
• After watching the video ‘Managing Stress at Work’ in the e-learning lesson, discuss
the various stress management techniques that were used in the video by Gaurav to
improve his situation.

Session 2: Self-awareness — Strength and

Weakness analysis
Being self-aware means that you can
identify your strengths and weaknesses.
Self-awareness, therefore, will help you in
converting your weakness into strength and
Who am strength into an exceptional talent.
I? Analyzing your strengths and weaknesses
helps you to attain success in life. However,
strength and weakness analysis begins with
knowing yourself first. Knowing Yourself
Understanding who you are, what you
163
 like or dislike, what are your Beliefs, what are your opinions, what is your
background, what you do well and what you do not do well is important because only
then can you actually measure your strengths and weaknesses (see Figure 2.4).

Strength and Weakness Analysis

Understanding who you are

Characteristics, such as your name, qualification

and interpersonal relationships. In other words,
being self- aware actually means knowing your
inner strengths, hidden talents, skills and even
weaknesses. Let us look at how we define
strengths and weaknesses.
Figure 2.5 Strength and Weakness
Examples of strengths
• I am good at creative writing.
• I am confident of speaking in front of an
audience.
• I play guitar very well.
Examples of weaknesses
• I find it difficult to solve mathematics
problems.
• I would like to speak English fluently.
• I do not like to lose in any game or sports.

164
 Techniques for Identifying your S
sand Weaknesses
h
g
n
tre
Finding Strengths (or abilities)
• Think of anything that you are always successful at.
Self-management Skills

By understanding Based on that By improving, we wil

ourselves we c a
n information, we c a
n • become confident in
• Know what we • Plan the next steps
can/cannot do. to improve ourselves. What we do.

• Think about what others like in you.

• Take out time and think about what you do well.
Finding Weaknesses
• Point out the areas where you struggle and the
Things you find difficult to do.
• Look at the feedback others usually give you.
• Be open to feedback and accept your weaknesses without feeling low about it. Take it as an
area of improvement.
You can find your strengths and weaknesses once you find answers to the questions
given here.
• How am I different from others?
• What do I do better than others?
• What do other people admire in me?
• What makes me stand out?
• Where do I worry and struggles?
• Where, how and why do others perform better than me?
• What advice for improvement do I often receive from others?

Difference between Interests and Abilities (Strengths)

Table 2.1: Difference between Interests and Abilities

S.No Interests Abilities
1. Things that you like to do in your free An acquired or natural capacity
time that make you happy.
2. Things you are curious about or would Enable you to perform a
do even if no one asked you to do it. particular job or task with
considerable proficiency.
3. Things you want to learn or would like
to do in the future.

When your interests do not match your abilities, you can either improve your abilities or
follow some other path. For example, you may like music, but you may not be good at singing.
In that case, do not try to become a singer
165
 The teacher will facilitate these activities by showing you the e-Learning lesson
athttp://www.psscive.ac.in/stud_text_book. Html. This will include videos and e-content for the above topics as
well as detailed instructions for some activities below.
Initial Thinking Activity
After watching the initial video ‘Finding the right job’ in the e-Learning lesson, write down the points that
you will use from the video to understand your own strengths and weaknesses.
Activity 1
Pair Activity: Aim in Life
Material required
Pen, notepad or sheets of paper
Procedure
• Form pairs of students.
• Each student will make a list of things that they can dowell based on the given format.
• Share your Notes with your partner.
• One volunteer from the pair comes and reads, in front ofthe class.
Here is the format for you to fill in
I am
I can (abilities)
I will (plan)
My aim is

Activity 2
Individual Activity: Interests and Abilities Worksheet
Material required Student textbooks,
pen Procedure
• Each student has to complete the given worksheet, containing a list of
statements and questions.
• Each student has to be real and honest when filling the worksheet as
it is for their own understanding of themselves.
• If they are not real and honest, they will get incorrect results about their own
interests and abilities.
Worksheet - My Interests and Abilities

Five things I really enjoy doing

Three things I like to do every day
I am most passionate about
Ideas or issues I care deeply about
If I had the talent or ability, I would
If I could choose any job, it would be
The three activities that I love to do?
How often do I do them?
What stops me from doing the activities more often?
What specific changes do I need to make in order to engage in these activities
more frequently?

166
Session 3: Self-Motivation
Have you heard of the story of the hare and tortoise? Who won that race in spite of being
slow? The tortoise. They key to win was that the tortoise never thought less of itself and stayed
motivated even though it was lagging behind. But slowly and gradually it crossed all hurdles
and continued the race without being demotivated.
Self-motivation is simply the force within you that drives you to do things. Self-motivation is
what pushes us to achieve our goals, feel happy and improve our quality of life. In other
words, it is our ability to do the things that need to be done without someone or something
influencing us.
Here are some examples of self-motivation.

Neha spends all her Rekha gets up at 5 am

after-school Hour and goes for her dance
To practice s more classes. Then she
And more sample comes home and
Question papers. She finishes her homework
wants to do well in before going to school.
her exams so that she She does this all by
can get admission in herself. No one tells
her dream college in her to do it.
the city.

Figure 2.7 Self-motivation

Different people are motivated by different things and

at different times in their lives.
Types of Motivation
Internal Motivation: LOVE
We do things because they make us happy, healthy
and feel good. For example, when you perform on your
annual day function and you learn something new,
such as dancing, singing, etc., you feel good.

External Motivation: REWARD

We do things because they give us respect, recognition
and appreciation. For example, Suresh participated
in a 100m race and won a prize. This motivated him
to go for practice every morning.

Self-management Skills

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 Qualities of Self-motivated People
There are some typical behaviors seen in self-motivated
people which are as given below.

Know what they want Are focused Know what is Are dedicated to fulfill
from life important Their dreams

Figure 2.8: Qualities of self-motivated people

Mr. E Shreedharan, Former Managing Director, Delhi Metro

Rail Corporation Ltd, was a self-motivated and energetic
person. With his dedication and respect for others, he
motivated his team to work hard and achieve results.
Mahashay Dharmapal Gulati, the founder of Mahashian Di
Hatti (MDH) Private Limited started with a small shop in Karol
Bagh but with his focus, dedication and clear ideas, MDH
(Spice Company) became one of the most popular brands in
India besides having a good reputation all over the world.
Building Self-motivation
Identify your likes
and dislikes. There are four steps for building self-motivation, which are as
Understand what given below.
makes you happy.
For example, I
love cooking. Stay loyal to
Develop a plan your goals
to achieve
Figure 2.9: Building self-motivation
your goals
52 Find out your Set and fgoals
ocus
On your
strengths

Plan and set timelines Work towards

Define the goals to achieve your goals, achieving your
you want to Plan a list of activities goal, even when
achieve and that you will do to you are facing
focus all your achieve each goal. For difficult time. For
energy to Example, after example, even
achieve your schooling, you may be though I did not
goal. For required to appear for a clear the Hotel
example, I want competitive Management
to be a chef. examination to join entrance exam, I
Hotel Management will find out other
Institute. ways to become a
chef.
Employability Skills – Class X

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 Session 4: Self-regulation — goal Setting
Goals and Setting SMART Goals
A man was travelling and stopped at an intersection. He asked an elderly man, “Where does
this road take me?” The elderly person asked, “Where do you want to go?” The man replied,
“I don’t know.” The elderly people said, “Then take any road. What difference does it make?”
How true is that? When we do not know where we are
Going, any road will take us there. So in life, we need to have
a clear vision of what we will do and where we want to go.

Goal setting is a very

essential factor in your
personal life. The process
of goal setting in your life
helps you decide on how
to live your life, where you
want to be, and how you
want to be in the future.

Goals: They are a set of dreams with a deadline o t get them, for example, saving pocket money
to buy a favorite mobile phone by a particular date.
Goal setting:It is all about finding and listing your
Goals and then planning on how to achieve them.
Goals allow you to separate out what’s important. It helps you to focus on the end result instead
of less important work. This will make you successful in your career and personal life.
How to Set Goals?
We can use SMART method to set goals. SMART stands for:
• Specific: A specific and clear goal answers sixquestions. Who is involved in the goal? What do I
want to do? Where do I start? When do I start and finish? Which means do I use? Why am I
doing this?
Not a specific goal: “I would learn to speak
English.”
Specific goal: “I would learn to speak English fluently by joining coaching classes after my school
every day, and in six months I will take part in the inter-school debate competition.”
• Measureable: A measureable goal answers th e questions “How much?”, “How many?” and
“How do I know that I have achieved results?”
Not measurable goal: “I want to be rich.”
Measurable goal: “I want to have 5 times more money than what I have today in my hand
at the end of this year.”
• Achievable: Breaking down big goals into smalerparts will make the goal achievable.
Bigger Goal: “I want to become a teacher in my school.”
Breaking it into smaller goals:
169
 Complete higher secondary
 Complete Graduation
 Complete B.Ed.
 Apply for jobs in the teaching field
• Realistic: A realistic goal would be something that we want to achieve and can work
towards.
Example of unrealistic goal: “I will read my entire year’s syllabus in one day and get good
marks.”
Realistic goal: “I spend 3 hours every day of the year after school to revise my subjects to
get good marks in the exams.”
• Time bound: A SMART goal should have a timeframe by when the goal needs to be
achieved. This encourages us to take actions to completely fulfill the goals.
Not a time bound goal: “I want to lose 10 kg someday.”
Time bound goal: “I want to lose 10kg in the next 6 months.”

Session 5: Self-regulation — time Management

Time Management and Its Importance Sameer
was a very lazy boy and always used to postpone things. Time management is the ability to
His father tried to make him understand the plan and control how you spend
Value of time. Sameer promised his father that he would the hours of your day well and do
never postpone his tasks. One day, he won the first prize in all that you want to do. An example
a singing competition. He was asked to collect the of good time management skills
Prize the same day. He didn’t care and went to collect the would be when you decide to finish
your homework immediately after
prize the next day. But the prize was now useless for him,
school so you have time to watch
as it was a ticket to a circus show for the previous day.
TV later in the evening.
That day Sameer learnt an important lesson — the
importance of doing things on time.

Sameera is always punctual Nisha usually arrives late to work. She

at school. She has a regular does not submit her assignments on
schedule that she follows time. She sometimes gets carried
every day. She plans for study away in certain activities and forgets
and play time in advance. the main tasks in hand.

Example and Non-example of Time Management

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 Time management is the thinking skill that helps you to
• Complete tasks on time.
• Make a daily timetable.
• Make a good guess at how long it will take you to do something.
• Submit homework and assignments on time.
• Not waste time during the day.

Tips for Practicing the Four Steps for Effective Time Management
• Avoid delay or postponing any planned activity
• Organize your room and school desk
• Develop a ‘NO DISTURBANCE ZONE’, where you can sit and complete important tasks
• Use waiting time productively
• Prepare a ‘To-do’ list
• Priorities
• Replace useless activities with productive activities

Step 1 Step 2 Step 3 Step 4

Four Steps for Effective Time Management

Organize Priorities Control Track

• We plan our day- • We make a to-do list • We have a • We identify and
to-day activities. that has all our control over our note where we
• We make a activities and we rank activities and have spent our
timetable that we them in the order of time. time. This will
follow. importance. For • We avoid time help us analyses
• We keep our example, you may wasters like if we have used
surroundings and rank doing homework chatting on the our time
study table clean as the phone, surfing effectively or not.
and mess free. Most important task. gossip sites, It
• We put things back It helps us to get the etc., and focus Also helps us
where they belong. most important task on more to identify
• It helps us save done first and also to important time-wasting
time! track what is pending. things. activities

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 MODULE 11 ESSENTIAL DIGITAL SKILLS
11.1 Introduction to Digital Skills
 In this lesson you will learn:
 What is digital literacy?
 How is digital technology used in everyday life?
 The digital skills that are required in the world of work.

Thinking
Box

email

 Let’s learn about digital literacy

 When we are able to express our thoughts and understand others’ thoughts through any language, it is
called literacy. For example, if you can read, write and understand Hindi, you have Hindi literacy. Similarly,
if you can use a computer and the internet comfortably, you have digital literacy.
 Today, the internet is helpful to do many things - shopping, searching for information, booking tickets,
sending messages, watching videos, etc. Any person who can use the internet on a computer, laptop,
tablet or smartphone to do simple tasks is called a digitally literate person.

We do many activities every day, some require digital literacy, and some don’t require digital literacy. Read
the following list of activities.
Do they need digital literacy? If they do, add a in the box below:

Need
Activity digital literacy

Driving a car

Creating a resume

Calling customer care

Cooking paneer butter masala

Painting a wall

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  Let’s learn about how digital technology is used in everyday life
MODULE 11ESSENTIAL DIGITAL SKILLS

 Tools such as computers, laptops, smartphones and tablets run on digital technology. To use some of
these tools, we require special training. But, some digital technologies are easy to use. They are also
part of our everyday life.
 We use digital technology to do many things, as shown below:
 Talking to a friend using chat
 Sending pictures and videos to friends and family
 Watching videos for entertainment
 Listening to music
 Find information on Google
 Using calendar and address books
 Using calculator
 Sending information to a co-worker through email

Think about all the ways in which you have personally used digital technology. Write 3 things that you have done
with digital technology.

1.

2.

 Let’s learn about digital skills that are required in the world of work
 Digital technologies are used in all types of jobs. Digital skills are important for
the workplace today. A person with digital skills is able to easily use digital
devices and the internet to complete all kinds of tasks at work.
 If you use digital technology regularly in your life, you also already have some of
the digital skills you need at work.
 Here are some of the important digital skills required for work.
 Communicating through emails and chat
 Creating and editing documents and worksheets
 Using and understanding worksheets
 Finding information online
 Using online websites and services
 Being safe and responsible online

MODULE 11 ESSENTIAL DIGITAL SKILLS

Activit
y
need to be successful at that job?

What I learnt today:

 Digital literacy is the ability to comfortably use different digital tools and the
internet.
 Digital literacy is needed to stay updated in the world today. It is helpful to do
many tasks quickly.
 Some common digital skills needed in everyday life are communication,
searching information, using websites and services, and being safe and
responsible

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 11.2 Basics of Computers
MODULE 11 ESSENTIAL DIGITAL SKILLS

 In this lesson you will learn:

 How to recognize and understand the parts of a computer.
 About the functions of the important parts of a computer.

 There are many parts in a computer or laptop.

Thinkin
Note down the parts which you know:
g Box

 Let’s learn to recognize and understand the parts of a computer

 There are two common types of computers:
 A desktop and a laptop.

A desktop
 A desktop is a computer where all the different parts are separately connected
to the power and placed together on a desk.

A laptop
 A laptop is a computer that can easily be carried around and can be used for a
brief period of time without being connected to a power source.

 Web camera
 Many of the parts of a desktop and a laptop are the
same, although they might look different.  Monitor
 Parts of a desktop computer:
 Monitor
 Keyboard  Speakers CPU (Central
 Mouse Processing Unit)
 CPU (Central Processing Unit)
 Web camera

Speaker Mouse
Keyboard
s

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Parts of a laptop computer: Web camera
• Screen or monitor

MODULE 11 ESSENTIAL DIGITAL SKILLS

• Keyboard Keyboard Screen
• Trackpad or monitor
• Web camera

Trackpad

Name all the parts of the desktop shown below:

Let’s learn about the functions of the important parts

All computers have 3 kinds of parts:

Input Unit Output Unit

1. Input Unit: The input unit of any computer includes all the parts that you can use to
tell the computer what to do and give the computer information. They are parts
that you can use to send instructions from the outside into the computer.
• Keyboard: used to put text into the computer
• Mouse: used to move the arrow/pointer on the computer.
• Microphone: used to send sound into the computer.
• Web Camera: used to send video and pictures to the computer.
• Track Pad: The trackpad is found commonly on laptops and does the same thing as a
mouse. It is also used to move the arrow/pointer on the computer.

2. Central Processing Unit: The CPU is the brain of the computer. The CPU understands
your instructions correctly and completes the tasks that you ask it to. The CPU is
where all the data and information are stored. The CPU for a desktop computer is usually
a rectangular box that you use to turn on and off the computer. The CPU for a laptop
computer is inside the laptop unit, usually under the keyboard section.

3. Output Unit: The output unit of any computer includes all the parts through
which the computer displays and shows things
To us.
• Monitor: When you type something on the keyboard, it is shown on the monitor.
When you click on a video with the mouse, it is displayed on the monitor.
• Speakers: The speakers play the sound of any media file that you open on the
computer or the sound from online meetings that you’re attending.

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Let’s learn how to start and shut down a computer

MODULE 11 ESSENTIAL DIGITAL SKILLS

All of us know that the green traffic light means ‘go’ and that the red traffic light means ‘stop’. This
stays the same no matter where you go in the world.
There are some common words and symbols that are the same in all the different types of
computers that you might use.

Power Button: This symbol is the ‘power’ symbol. Any button or key that has this
symbol can be used to make any device switch on and off.
If you look around at different devices, you will find this symbol on many things
like remotes, televisions and computer devices.

While using a desktop computer, the power button is usually on the CPU. While using
a laptop computer, the power button is usually
Placed on the keyboard. Pressing the button will turn the computer on.

Green Light: In some computers, there is a small green light close to the power button.
The green light comes on when you switch the computer on. If the light is not on, it
means that the computer is switched off.

‘Shut Down’: The words ‘Shut Down’ are most commonly used to talk about switching off a
computer. It’s very important to switch off a computer when it is not being used so that it does
not wastefully use electricity or get overheated from running too long.
The most common way to ‘Shut Down’ is to click on the ‘Menu’ option or ‘Windows’ on your
computer and then select ‘Shut Down’.

Step 1: Click on ‘Menu’ or the Windows symbol at the bottom.

Step 2: Click on the power button.
On some computers,
you can ‘Shut Down’
simply by clicking the
power button again. But
be careful to
understand if the
computer can support 2
that method. Using the
wrong method to shut 1
down a computer can
damage it.

Tip: If you are not sure how

to start or shut down any
computer or device, use
Google Search to find out. For
example, if you want to know
How to turn on a MacBook, use a smartphone or another device, Google ‘how to turn on MacBook.’
You will find the steps in the search result.
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 Some Do’s and Don’ts for Starting and Shutting down a
MODULE 11 ESSENTIAL DIGITAL SKILLS

Computer
1. Check if the power switch that your desktop is connected to is switched on. If it is a laptop,
check if it has enough battery. If it doesn’t switch on, you might need to connect it to a charger.
2. Do not turn off the electricity plug switch directly without shutting down your computer first.
3. Shut down the computer when it is not being used.
4. Do not move or fiddle with the chords connected to your computer while using it.

Is it good to keep a computer in on mode all the time? Discuss with

your friends (or search on Google) and find out the answer!

Let’s learn how to connect different devices to a computer

A computer has different devices that can be connected to it. The devices can be part of either the input
unit or the output unit. Most parts of a computer will already be connected and assembled for
you to use (for example, the CPU and the monitor). But sometimes you might have to connect
some devices to use them (for example, earphones and USB devices).
There are two ways to connect a device to a computer:
1. Wireless
2. Wired or attached

Wireless
Connecting a device wirelessly to a computer usually involves using Bluetooth technology.
Look for the Bluetooth symbol on the device or the Bluetooth option in the ‘Settings’ section of the
device. Selecting Bluetooth will make it possible for the computer to connect with the devices.
Some devices that can be
Connected to computers via Bluetooth are phone, mouse, keyboard,
earphones, speaker and printer.
Tip: Google is a great way to find out how to connect specific devices to your computer via Bluetooth.
Search for ‘How to connect Bluetooth earphones to laptop’ to find the steps in the search
result.
Wired or attached
Another way to connect devices to a computer is directly attaching it to the computer using a
wire and a port. A port is a slot or the place where another device is connected to the
computer.
While using this method, it is important to connect the correct wire to the correct port. You’ll
be able to observe this by simply looking carefully at the port and the wire to make sure
that they match.
You will find that most devices today are available in both wireless and wired versions.

177
 11.4 Exploring Windows Operating System

In this lesson you will learn:

1. The key differences between Windows 7 and Windows 8 Operating Systems.
2. The main features of Windows 10.

What do you understand by these words?

Thinking
Box

Let’s learn the key differences between Windows 7 and Windows 8 OS

An operating system is software that is put in the computer so that you can
use it. The Operating System (OS) is like the brain of a computer.

The most common operating system used is the Windows OS.

This is the ‘Windows’ icon:

Introduction to Windows 7
If the first screen on the computer looks like this, it means that you are using a computer with
Windows 7 OS.

To open any app to use, you can click on

the ‘Windows’ symbol inside the circular button
at the bottom of the screen. It will open a box
showing you all the functions and
programmers installed in the computer.
Click on the programmer or app that you
wish to use.

The bottom of the screen also has other options which can be used.

Click on ‘Type here to search’ and type the name of any file or programmer. For example, if you
want to find a document named ‘2022 Schedule’, you can search for it here. You can also search for
apps by typing their names, like ‘Chrome’ or ‘Media Player

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Introduction to Windows 8
If the first screen on the computer looks like
this, it means that you are using a computer
with Windows 8 OS.

To open any app, you can click on the

Windows symbol inside the square
button at the bottom of the screen.
When you click it, the ‘Start’ screen will open
up. Here you will find the various applications.
Click on the one that you need to use.

Choose the correct answer:

Q2. Which popular operating system has
Q1. Which OS will display this screen? this symbol?

Apple Windows

Credit: Wikipedia

Windows 8 Windows 7

Let’s learn the main features of Windows 10

The latest version of the Windows OS
is Windows 10. The screen of a
computer with Windows 10 will look
like this.

If you click on the Windows

symbol at the bottom, it will
open a box showing you different
options. Here you can search
And open any file or app that you
want to use.

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11.5 Creating and Saving Files

In this lesson you will learn:

1. How to create and save files.
2. Safe ways to save information on a computer.
3. How to transfer files from one location/device to another.

Thinking
Box

Let’s learn how to create and save files

All of you must have surely seen a file like this. It is mostly used in
offices to keep letters, reports, bills, etc. in order.

On a computer, a file is a document that you can create using any of

these applications:
• MS Word
• MS Excel
• MS PowerPoint

1. Step 1: Click on the Windows button on the

screen.
2. Step 2: Find the Microsoft Office option.
3. Step 3: Click on the file that you want to create.
You can choose Microsoft Office Word or
Microsoft Office Excel or Microsoft Office
PowerPoint.

4. Step 4: Double click on the ‘Blank Document’

option on the screen.

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Saving files
A file must be saved so that you can find it and use it
again. If a file is not saved, you can lose the
information on it. Please remember to ‘name’ your file,
so that you can search for it when you need it.

To save a file, search for this symbol at the top of the

screen. This is the ‘Save’ button. You can click on it to save
your file.

Another way to save your file is by pressing the ‘Ctrl’ button

and ‘S’ key on your keyboard at the same time.

Click on the Save button on the screen Press Ctrl and S buttons on the keyboard

Once you have saved your file, you can prepare a folder, and store your
file in it.
This is what a ‘Folder’ looks like on a computer. You can name it, and
store related documents in it. For example: Job Application. In this
folder, you can save your resume, covering letter, mark sheet,
certificates, etc.

Read Sneha’s thoughts. What does Sneha need to do now?

to my team leader.

Create a file Shut down the computer

Watch a YouTube video Save the file and then shut down the computer

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Let’s learn some safe ways to save information on a computer
We need to make sure that our private information
is not misused by others. Therefore we need to take
certain precautions.
1. Set a strong password for your computer, so
that others cannot see your files.

2. Always close/lock your computer when you

are not using it, even when you are leaving
the computer for a few minutes.

3. Save your files with a clear name. This will help you
find the files easily.

What can you use on your computer to keep your files

safe?

a. A strong password
b. A lock

Let’s learn to transfer files from one location/device to another

Steps to move a file to another folder:

1. Open the folder which has the file that you want to transfer.
2. Click on the file to select it.
3. Cut the file. You can do this by pressing and holding down the ‘Ctrl’
key on the keyboard, and then press the ‘X’ key.

Or right-click on the file. Click the ‘Cut’ option.

4. Open the folder or device connected to your

laptop where you want to transfer the file.
5. Paste the file into this folder. You can do this by
pressing and holding down the ‘Ctrl’ key on the
keyboard, and then pressing the ‘V’ key.

Or right-click on the screen. Click on the ‘Paste’

option.

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11.6 Basics of MS Word

In this lesson you will learn:

1. The basic features of MS Word.
2. The steps to create an MS Word file and save it.

Thinking
Box

Let’s learn how to create and save files

Here is an empty sheet of paper. Tick what you can use it
for:
Drawing pictures
writing a story
Making a list
Writing a letter
Completing homework
creating a resume

MS Word is like a sheet of paper on a computer. You

can use MS Word to do almost everything that you
do on a paper.
1. Use the plain white space on the MS Word
screen to type your text.

2. The MS Word sheet will display this symbol

This is called the text cursor. It allows you to decide
where to type on the page. You can use the mouse
to move the cursor.

At the top of the MS Word screen, you will see a

band. It is called the ‘Menu Bar’. The menu bar has
many features. You can use these options to make
your text and page look different and attractive.

183
Let’s look at some important features:
The ‘Home’ tab allows you to change the font, the
size of the font and the color of the font.

Bold
Use this option to make the letters in your words thicker. Like this.

Italics
Use this option to make the letters in your words slant to one side. Like this.

Underline
Use this option to underline your words. Like this.

You can use these feature to make a list with numbers or bullet points: Numbered List
Use this option to create a list with numbers.

Bulleted List
Use this option to create a list with bullet points.
You can even choose different types of ‘bullet’ styles.

We will discuss a few more interesting features of the ‘Home’ tab in the next lesson.

This is the ‘Page Layout’ tab. The main feature of this is to

set the type of page you wish to use. If you click on
‘Orientation’, you will get an option of Portrait or
Landscape.

Portrait means a Landscape means a

vertical sheet. horizontal sheet.

Let’s learn the steps to create an MS Word file and save it

Create an MS Word file:
1. Find the MS Word application on your computer. Click on it.

184
2. Select ‘New’ on the left menu.

3. Double click on ‘Blank Document’.

4. You can type using the keyboard.

Save an MS Word file

1. Click on the Save icon found at the top left of
the screen. Or press Ctrl and S keys on your
keyboard at the same time.

2. Select the location where you want to save the

file on your computer.
3. Type the ‘name’ of your file. Make sure that the file
name is clear, so it is easy for you to find it.
4. Click Save.

Activity
Time!

1. What is this application?

Windows

185
 What I learnt today:

MS Word file can be used to write letters, documents,

notes, etc.

Save an MS Word file - Ctrl + S.

Making the text bold- Ctrl + B.
Underlining the text - Ctrl + U.
Changing the text to italics - Ctrl + I.

11.7 Creating Documents on MS Word

In this lesson you will learn:

1. How to perform basic formatting using MS Word.

2. How to use MS Word efficiently using keyboard shortcuts.

3. How to print a document created on MS Word.

Thinking
Box

Let’s learn to perform basic formatting using MS Word

In MS Word, you can change the text in the document to look different. Using these options can help you to make the
document easy to read. This process is called formatting.

How to format text:

1. Select the text you want to format.
To select a single word, double click it.

186
 To select a few lines of text, click on the left of the first word to be selected. Hold down and drag the cursor till the

MODULE 11 ESSENTIAL DIGITAL SKILLS

end of the text.

2. Select an option to change the font, font size, font color, or make the text bold, italic, or underlined.

Formatting rules to follow for all your documents:

1. Use the same font style in the entire document.

2. Use a font size and font color that is easy to read. The recommended font size is 12. The
recommended font color
Is black.

3. Format your paragraphs to be placed on the left side of the page. Use this option from the menu at the
top of your screen.

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 Choose your favorite formatting option to change
MODULE 11 ESSENTIAL DIGITAL SKILLS

this text. Draw a circle around your choice.

What font style would you What color would you

change this text to? change this text to?

Let’s learn to use MS Word efficiently using keyboard shortcuts

Keyboard shortcuts are key combinations that help you do an action quickly and easily. The action can
be done by finding and selecting the option on the menu. But that would take time. So you can use the keyboard
shortcuts to complete the action quickly.

Ctrl + S to Save

Press and hold the ‘Ctrl’ key and then press ‘S’ key. Use this shortcut to save the file.

Ctrl + Z to Undo

Sometimes, we type something, then we change it. After changing, we think that the earlier sentence was
better. In such a situation, you can get your original sentence back! That’s the ‘Undo’ shortcut. Press and hold the
‘Ctrl’ key and then press ‘Z’ key. Use this shortcut to undo
An action.

188
Ctrl + X to Cut

After we have typed a sentence or a paragraph, we might feel it needs to be somewhere else on the page.
In such a case, simply select that part of the text, use the ‘cut’ option to remove it from there. Next, select where you
would like that text to be, and ‘Paste’ it there (‘Paste’ option is explained below). Press and hold the ‘Ctrl’ key and then
press ‘X’ key. Use this shortcut to cut some text.

Ctrl + C to Copy

Sometimes, we would like to repeat a certain sentence. In such a case, you don’t need to type the same
thing again! Simply select the text, and ‘copy’ it. Then decide where you would like to place it, and ‘paste’ it there. Press
and hold the ‘Ctrl’ key and then press the ‘C’ key.
Use this shortcut to copy some text.

The difference between ‘Cut’ and ‘Copy’:

When you cut, you are deleting the text from one place and putting it elsewhere. Whereas, when you copy,
the text stays in the original place and in the other place.

Ctrl + V to Paste

When you cut or copy some text, you can place it in a different part of the file. You can use the ‘Paste’ option to do
that. Press and hold the ‘Ctrl’ key and then press the ‘V’ key. Use this shortcut to paste some text.

Choose the correct keyboard shortcut for the action.

1. Copy text
a. Ctrl + C keys
b. Ctrl + X keys

Let’s learn to print a document created on MS Word

A document that you created on MS Word can be printed on
paper using a printer. The computer you are using must be
connected to the printer with a wire or Bluetooth.

Steps to print a document

1. Select ‘File’ and then ‘Print’. Or choose the ‘Print’ icon at the top
left of the MS Word screen.

189
 2. To preview each page, select the forward and backward
MODULE 11 ESSENTIAL DIGITALKILLS

arrows at the bottom of the page.

3. Choose the number of copies, and any other options you want.
4. Click on the Print button.
5. You can also use Ctrl + P to print.

Rakesh created a report about a project on MS

Word. His manager wants him to complete a few Activity
more tasks with the MS Word document. Read her Time!

small and difficult to

2.
give
me a print out?

190
11.8 Basics of MS Excel

In this lesson you will learn:

1. The importance of learning Excel.

2. How to enter data into an Excel worksheet.

Thinking
Box

Let’s learn the importance of MS Excel

MS Excel can be used to do many kinds of tasks. It can organize a large amount of data
in an easy and understandable way.
For example,
1. The name, address and phone number of 100 people
2. The tasks completed by a team of assistants in 52 weeks
3. The salaries, bonus and insurance amount of a company with 200 people

We can use MS Excel to do different tasks with this large amount of

data.
1. Find information easily
2. Make complicated calculations with numbers
3. Show numbers and data through visual charts and graphs
Most workplaces use MS Excel to store and handle information. The ability to use MS Excel to manage and
understand data is a skill that can make you successful in your future workplace.

Fill in the information of 5 people in your family.

191
Let’s learn to enter data into an Excel worksheet
An MS Excel file is called a worksheet or a workbook. Each worksheet has 4 important parts where data can be
organized and entered.

1. Sheets
Each new page in the worksheet is called a sheet. You can find all the
sheets at the bottom left of the screen.
1

2. Cell
Look closely at the Excel sheet. As you can see, it is made up of
many small rectangular boxes. Each box is called a cell. You can
2
type numbers and letters inside the cell

3. Rows
A single line of cells from left to right is called a row. Look at the
4
numbers on the left side of the screen. All the rows in a sheet are
numbered as 1, 2, 3, etc.

4. Columns
3
A single line of cells from top to bottom is called a column. Look at
the letters on the top of the screen. All the columns in a sheet are
named as A, B, C, etc.

How to enter data in an Excel worksheet:

1. Select the cell where you want to enter the
data. You can do this by using the ‘Select Mode’
cursor which looks like this. You can use this
cursor to select cells.

192
2. Type the data that you want to enter in the cell. You can use
letters and numbers.
3. Move to another cell by using the arrow keys on the keyboard.

Activity
Time!

a. b.

The uses of MS Excel are to find information easily,

make

An MS Excel file is called a worksheet or a workbook.

You can also use arrow keys to move between cells.

What I learnt today:

193
11.9 Simple Functions on MS Excel

In this lesson you will learn:

1. How to save and print MS Excel worksheets and workbooks.
2. How to use functions in MS Excel like add and average to make calculations.

Thinking
Box
Worksheet Column Data

Row Select Formula

Let’s learn to save and print MS Excel worksheets and workbooks

Save an MS Excel worksheet
1. Click on the Save icon found at the top left of the screen. Or press Ctrl and S keys on your keyboard at
the same time.

2. Select the location where you want to save the worksheet on

your computer.

3. Enter a file name for the worksheet.

4. Click Save.

194
 Print an MS Excel worksheet
1. Open the sheet that you want to print.
2. Select ‘File’ and then ‘Print’.
Or use the Ctrl + P keyboard shortcut. Press and hold the Ctrl key
And then press the P key.

3. To preview each page, select the forward and backward arrows at

the bottom of the page.

4. Change the settings as required.

5. Click on the Print button.

Match the keyboard shortcut to the action:

Let’s learn to use functions in MS Excel like add and average to make
calculations
When we have to add a few simple numbers, we can do it easily in our
+11 +29
minds or on paper.

+63 +18

When we want to add more numbers, we can use a calculator.

Now, what if we have to add two hundred, three hundred or thousand numbers?

MS Excel can be used to add thousands of numbers! In fact,

MS Excel can be used to carry out all kinds of mathematical calculations, which are even more complicated
188
195
 Than addition. MS Excel can even be used to analyses data and prepare charts. So learning the basics of
MS Excel is extremely important and necessary!

Finding the name of a cell

Each cell is given a unique name. Knowing the name of the cell helps us to easily find the data in it, and use it in
calculations.

Let’s see how ‘cells’ are named

In the previous lesson, we learnt that at the top of the worksheet there are letters, A, B, C, D…. and on the
left, there are numbers, 1, 2, 3, 4….going downwards. The name of each cell has a letter and a number. It is
the letter name of the column and the number name of the row. Let’s look at this picture. The selected cell
is found in the B column and row 5. So the name of the cell is B5.

Similarly, in the next example, the selected cell is in the E column and row 7. So the name of the cell is E7.

Addition with data entered in worksheet

For this section, we first need to locate the ‘Auto-sum’ tab.
Look for this sign at the top right.

For addition
1. Enter all the data that you need to add. For example, let’s add the
price of all these items in a restaurant.
2. Select an empty cell directly below a column of data.

3. Go to the ‘Formulas’ tab found in the menu on top of the MS

Excel screen.

4. Click on ‘Auto-sum’ and then ‘Sum’.

189

196
5. Excel will automatically sense the cells to be added. You can
check the names of the cell you want to add.
=SUM (B1:B6) adds the values of the cells starting from B1 to B6.

6. Press the ‘Enter’ key to see the answer.

In this example, the numbers used for addition are entered in a column (top to bottom), cell numbers B1 to
B6.

Addition can also be done with the same method if the numbers are entered in a row (left to right).

In this example, the numbers used for addition are entered in a row, cell numbers A2 to F2.
Find average with data entered in worksheet
1. Now, let’s find the average price of all the items in this restaurant.
2. Select an empty cell directly below a column of data.

3. Click on ‘Auto-sum’ and then ‘Average’.

4. Excel will automatically sense the cells to be used. You can check the names of the
cell you want to add.

=AVERAGE (B1:B6) finds the average of the values of the cells starting from B1 to B6.
5. Press the ‘Enter’ key to see the answer.

Activity
Time!

197
11.10 Introduction to the Internet

In this lesson you will learn:

1. About the internet and its benefits.
2. Steps to successfully access the internet.

Thinking
Box

Let’s learn about the internet and its benefits

The internet is a very large network, across the
whole world. It is called ‘net’ in short. It is a way of
connecting us with information from all over the
world.
We can connect all our digital devices like
computers, phones, tabs and laptops to the
internet. With the help of the internet, we can send
messages, pictures, videos, files, etc. to each other,
even if we are far away.

What are the benefits of the internet?

Without the internet, people used to send messages through letters. These letters would take many weeks
to reach. If we wanted any information, we would have to go to a library, or to an institute to get it. We had
to go to the station and stand in a long queue to book tickets.

Nowadays, with the help of the internet, life has become so much easier!
1. We can send and receive letters or messages instantly.
2. We can get any information quickly.
3. We can get news immediately.
4. We can store all our information safely.
5. We can watch movies at any convenient time.
6. We can watch any sport from around the world.
7. We can make video calls.
8. We can attend classes online.
9. We can book train or bus tickets.
10. We can gain access to music from all over the world.

198
 Q1. Please add what else you can do with the help of the internet.

Q2. Use any device with an internet connection. Complete these tasks. Place a tick in the box
once you complete the task.
Send a photo to a friend
Find information on the birthday of the internet (use Google Search) Watch a
video of a song from another country
Find the phone number for blood bank information in India (use Google Search)

Let’s learn how to access the internet

There are 2 ways to connect your device to the internet:
1. Using a mobile data connection
2. Using a Wi-Fi connection

Using a mobile data connection

A mobile data connection can be used to access the Internet on devices like your smartphone or tablet.
Find the symbol with two arrows on your phone . Selecting it will turn on the mobile data. You can then
use the internet on the device.

Using a Wi-Fi connection

This is the Wi-Fi symbol.
1. Click on the Wi-Fi symbol found at the bottom right of your computer.
2. Select the name of the Wi-Fi connection.
Click on ‘Connect’.
3. If you are using the Wi-Fi connection at an office, you can ask a colleague or the person in charge to share
the Wi-Fi details with you.

4. Enter the Wi-Fi password.

to connect to the internet.

193

Wi-Fi connection that you are

not familiar with or that doesn’t
need a password. It might not be
safe.

199
11.11Using Search Engines

In this lesson you will learn:

1. What are search engines?

2. About Google and a few other search engines.
3. How to use keywords to use search engines effectively.

Thinking
Box

Let’s learn about search engines

Imagine walking into a very big library. The library
has thousands of books. There are books on every
topic - physics, geography, history, science, art, etc.
There are popular books, and some unknown books
too.

Now, if you want to find some information about the history of

Greece. What will you do?

That’s right! You will ask someone in charge over

there, like the librarian. The librarian knows where
the different books are kept. If there was no librarian to
help, it could take years to find the one book that you
are looking for!

Nowadays, we don’t need to go to a big library like this

in order to get information. We can get all the
information online. All we have to do is type a few
words and we get the information!

Let’s understand how this works

All the information is stored on ‘web pages’. These web pages are linked and are stored on the World Wide Web
(www). We need an internet connection and a search engine to access the information on the web.

A search engine is like the librarian of the internet! You have to type out what information you are looking
for, and the search engine will
Look everywhere, and show you all the web pages that contain the words that you typed or the information
that you needed.

200
 Q1. What are 2 countries in the world that you would like to learn more about?
1.
2.

Q2. Who are 2 famous people that you would like to find out more about?

1.
2.
You can use a search engine to find information about these things!

Let’s learn about some popular search engines

There are many search engines you can use to find
pages on the internet. The most used search engine
in the world is Google.

You can tell the search engine, Google, what you

are looking for by typing the words in the
Search bar.

After typing the words, you must press or click on

‘Google Search’ on your screen or the ‘Enter’ key on the
keyboard.

For example, if you want to find the capital city of France,

you can type ‘capital of France’ in the search bar. Then,
press ‘Google Search’ or the ‘Enter’ key.
Google will search the internet and provide you
with the right answer.

A few other popular search engines that you can use to find
information on the internet are:
• Bing

201
• Yahoo

• DuckDuckGo

Find the answer to these questions using the Google search engine. Go to
www.google.com on a computer or a phone.

1. What is the capital of New Zealand?

2. Who is the Prime Minister of Canada?

Let’s learn how to effectively use keywords in search engines

It is very important to use the correct words to tell the search engine what to look for. These are called
‘keywords’.

For example, we want to make butter paneer, and we want a typical Indian-style recipe.

If we type the word ‘recipe’, do you think you will get the recipe?
No! Google will show us all the web pages that contain recipes. It will also have the recipe for butter paneer, but we will
have to go through all the pages to find one recipe!

202
So let’s refine our search, and type ‘paneer recipe’.
Now, Google will show us web pages with all kinds of paneer recipes like kadhai paneer, paneer handi, paneer
mutter, palak paneer, etc.
This search will also have the recipe for butter paneer, but we will
Have to go through all the paneer recipes to find out how to make butter paneer!

Let’s type ‘Indian recipe butter paneer’. Now, do you think we’ll get the correct recipe?
Yes! Google will show us the pages with the recipe that we are
looking for.
So we need to be very clear when we are looking for information.
We need to type a few keywords that will help refine our search and
help us get the correct information easily.

Activity
Time!
this information:

address

203
 What I learnt today:

A search engine helps you find data stored in the

World Wide Web (www).

The search bar helps you find what you need when you
type keywords.

11.14 Searching for the Right Information Online

In this lesson you will learn:

1. How to search the internet for important information.
2. How to access information on important government portals.

Thinking
Box

Let’s learn how to search the internet for important information

The internet is not just for fun and entertainment. It
is a powerful tool that you can use to find important
information. The right words can help us find the
information we need!
Remember, Google is like a librarian. You must use specific words
in the search bar so that Google can find the correct information.

When the government has an economic welfare scheme, they share information about it on the internet.
Companies and organizations from all over the world share information about job openings on the web
pages. With the right search words, you can find correct and useful information. Make sure to include location-
specific words and people-specific words while searching on Google.

204
 Too vague With specific words

Welfare scheme Welfare schemes in Rajasthan

Government scholarship Indian government scholarship for women

Jobs Receptionist jobs in Ahmedabad

You want to find companies that are hiring for your dream job in your city. What words will
you use to search on the internet?

Let’s learn to access information on important government portals

There are specific websites maintained by the government. These websites have the most updated and relevant
information about government schemes and initiatives. If the website ends with .gov.in, it means that it is
an Indian government website. There are many websites like this.

Here are some important websites, through which you can find lots of information:
1. www.india.gov.in : National Portal of India
This website is like a search engine for all government websites. When you are looking for something,
it searches all the government websites and shows you the correct page with the information. Links
For PAN application, driver’s license status and birth certificate download can also be found on this
Website.

2. www.igod.gov.in : Integrated Government Online Directory

This website can be used to find information on schemes and initiatives across all sectors, from tourism to
employment to agriculture. You can use this website to find information on schemes like MGNREGA (Mahatma
Gandhi National Rural Employment Guarantee Act), Rashtriya Krishi Vikas Yojna, etc.

3. https://myaadhaar.uidai.gov.in/ :
MyAadhaar Portal
Aadhaar is a 12-digit identification number issued
by the Government of India to residents
For free of cost. It is an important document for
everyone to have. It can be used as a universal
ID card. It is required for important services
like, opening a bank account and getting a
voter’s ID. At the time of employment, all
companies require your Aadhar card.
The My Aadhaar portal has all the required
information for getting and handling your
own Aadhaar.

205
4. www.irctc.co.in : IRCTC
IRCTC (Indian Railway Catering and Tourism
Corporation) handles the ticketing process for
the Indian Railways. To book tickets on any
Indian train, you need to use the IRCTC website.

You will need to set up a login ID and a unique

password for your IRCTC account. With your
details, you can check train details, book tickets
and check the status of your bookings.

Swayam Course Catalog

5. www.swayam.gov.in : SWAYAM e-learning

SWAYAM is a programmer by the Government
of India through which learning resources are
available for students covering all subjects.
You can learn something new on this site. You
can also do some courses for upskilling, which
is, learning more or upgrading in your field. We
will be discussing this in the next few lessons.

Activity
Time!

www.education.gov.in
www.facebook.com

What I learnt today:

Using specific words to search on the internet can

help us find important information about jobs, welfare
schemes and scholarships.

There are government websites and portals specifically

designed to help us find information and do important
tasks like book tickets and apply for documents.

206
11.15 Social Media

In this lesson you will learn:

1. What is social media?

2. About social media profiles on WhatsApp, Telegram, Twitter, Facebook, LinkedIn, etc.
3. About the safety measures on social media.

Thinking
Put a tick next to it.
Box

WhatsApp Instagram Telegram

Twitter LinkedIn

Let’s learn about social media

Social media is any application or app on the internet where we can share our thoughts with other people,
virtually. It connects people from all over the world. We can share text messages, pictures, videos and links.
Social media can be used by anyone having a mobile or a computer with an internet connection.

Different social media platforms have different uses. Some social media apps are used to speak directly to friends.
Some are used to talk to strangers from different parts of the world. Some apps are used to share photos, videos, write
personal stories, etc. Some apps are used especially for finding jobs.

Label the icons with the correct social media app names:

Telegram Twitter
Instagram LinkedIn
Facebook WhatsApp

207
Let’s learn about social media profiles on WhatsApp, Telegram, Twitter,
Facebook, LinkedIn and more
A profile is a page that contains information about you. On social media apps, you can create your own profiles. On
WhatsApp, you can create your profile by adding your photo, your name and 2 or 3 lines about you.

For example:
Profile picture: (An avatar picture can be added) Name:
Rajeswari
About: Student at ITI

Read this conversation between three friends, Sunita,

Dinesh and Deepika.

Sunita: Hello Deepika! Did you have a good time at the cricket
match yesterday?
Dinesh: How did you know that Deepika went to watch the
cricket match?
Deepika: I posted some pictures and videos on Instagram
from the match.
Dinesh: What is Instagram?
Sunita: Instagram is a social media app where you can post pictures and videos. You can also
watch other people’s videos.
Deepika: Yes! I create a profile with my picture and write a few lines about myself. Then I can ‘Follow’ my
friends and they can ‘Follow’ me.
Sunita: Deepika has many followers. But did you know that Virat Kohli has almost 200 million followers on
Instagram?
Dinesh: Wow! That’s a lot of people. Is this the app where people post Reels?
Sunita: Yes, it is! Reels are short entertaining videos that people post on Instagram. Dinesh:
You know, Virat Kohli is also very popular on Twitter. His Tweets get a lot of likes. Deepika: Tweets?
What’s a Tweet?
Dinesh: You share pictures and videos on Instagram right? Twitter is a social media app where
people can share short
Text posts with their followers.
Sunita: I’ve read some of your Tweets, Dinesh! They’re
very funny.
Dinesh: Thanks Sunita! Yeah, some people share jokes. Others share information and news. It’s even
used by some government officials and celebrities nowadays to interact directly with people. Sunita: People
can like and share other people’s Tweets too.
Deepika: Just like how we can like, share and react to people’s posts on Facebook!
Dinesh: Yes, exactly like that. Of course, Facebook is one of the biggest and more popular social
media apps in the world. Did you know that roughly 37% of all the people on earth use Facebook
today?
Sunita: Woah! I use Facebook to connect with my schools friends from around the world. I can
see their online activity and catch up with their lives.
Dinesh: I also use Facebook Messenger to chat with my friends.

208
MODULE 11 ESSENTIAL DIGITAL SKILLS

Sunita: I mostly use the WhatsApp app for sending messages. It’s so easy to use.
Deepika: Yes, we can send text messages, images and files to anybody who has WhatsApp. Sunita: It’s
also convenient to use WhatsApp for calls, video calls and group calls. My family uses WhatsApp to
do group calls, and talk to each other often.
Dinesh: Do you both use Telegram too?
Sunita: No, I don’t.
Deepika: What is Telegram?
Dinesh: Telegram is also a messaging app, like WhatsApp. You can send messages with text, photos,
videos, etc. to people who have Telegram. You can also join groups where people share information
on various topics.
Deepika: That’s very helpful!
Dinesh: Yes, it is.
Sunita: The social media app that I use to get a lot of information is LinkedIn.
Deepika: Yes, of course. LinkedIn is an app where the focus is on professional, workplace-related
interactions. So it’s useful for learning about job opportunities and learning work skills. Dinesh, do
you have a LinkedIn profile?
Dinesh: No, I don’t. Should I get one?
Sunita: Yes, it will be useful for you. Your LinkedIn profile can show your education qualification, your skills
and your
Work experience.
Deepika: Nowadays, many workplaces check our LinkedIn profile while considering us for a job.
Dinesh: So LinkedIn sounds important! I’ll set my
profile up today.

What is your favorite social media app to use? Why?

Let’s learn safety measures on social media

While crossing the road or while leaving our house, we do things to be safe. Just like that, there are some
things we must do to be safe while using social media.

Staying safe on social media is important, because many people misuse the platforms to cheat, harass and
conduct human trafficking.

Here are some safety tips:

1. Do not share information with people that you do not know.
2. Do not meet up with or share your location with strangers on social media.
3. Do not share important personal information like address,
bank account number and passwords on social media.
4. Do not open any links or files shared by people you do not know.
5. Do not send rude or mean comments to anyone on social media.
6. Do not share fake news.

Most importantly, do not be active on social media continuously. It can be an addiction, like alcohol or
cigarettes. Many people stay on social media to get likes or comments. But this can be harmful because
they lose touch with reality and their own family.

209
11.16 Social Media for Professional Development

In this lesson you will learn:

1. How to use social media for professional growth.
2. Responsible usage of internet/social media.
3. About success stories and role models.

Thinking
Box

Let’s learn to use social media and the internet for professional growth
Social media platforms are a way for us to share our thoughts and feelings with our family. It is also a great
way for us to find entertainment, to see pictures, to watch videos and to read texts
That we can enjoy.

Social media platforms can also be useful for us to grow professionally. It’s important to connect with other
people so that we can learn from them about their work experiences. Interacting with people who have the
same interests is very important. Social media
Is a great platform to do that?

Here are a few things which you can do on social media and the internet for
professional growth:
1. Showcase some of your work and your professional skills online.
• Platforms to use: LinkedIn, YouTube, Facebook, Instagram.
2. Join groups according to your career or subject interests.
• Groups are places where different people come together to talk
about their common interests and goals. Joining a group helps
you learn from different people who are on the same path as
you. You can ask questions and clarify doubts in these
groups.
• Platforms to use: LinkedIn, Facebook, WhatsApp.
3. Stay updated by finding information online.
• There are always new ideas and opportunities coming up in your area of interest. So it is
important to stay updated. Use search engines and social media platforms to regularly find the latest
information.
• Platforms to use: LinkedIn, Facebook, Twitter, Google.

210
 Q1. What is your dream job? Find 2 new things about your dream job using the internet or
social media.

1.
2.

Q2. Write the names of 2 people whom you can connect with and learn more about your dream
job? This can be anybody that you know, like a teacher, a friend, a family member, an old
classmate, etc.

1.

2.

Let’s learn responsible usage of the internet/social media

There is a lot of information available on the internet and on social media. With millions of people sharing
millions of pages of content on the internet, it’s important to know what information must be taken
seriously and what information can be shared with others.

questions:

Is it Helpful? Is the information helpful to you and to other people on social media?
I Is it inspiring? Does the information inspire you to learn and try new things that would

N Is it Necessary? Does the post contain any information or advice that is necessary for you and

K Is it Kind? Is the post kind and considerate to everyone? Or is it mean and hurtful to particular

Nikhil has been spending time on social media learning about fashion design. Look at the
scenarios and choose what Nikhil must do to be responsible.

1. “I found a group of people who are working in the fashion

industry.”
a. “I can join the Facebook group. I can read about their experiences
and share mine.”
b. “I can join the Facebook group and share my phone number with
everyone.”

2. “Someone posted false information about a job

opportunity on the group.”
a. “I must re-share the information on LinkedIn.”
b. “I must ignore this post.”

211
Let’s learn success stories of people using social media
When used responsibly and safely, social media can be a powerful tool. Let’s look at a few stories where people
used social media and the internet in an impactful and successful way.
• Project GOAL by Digital Empowerment Foundation (DEF)
Digital Empowerment Foundation (DEF) is an organization that uses digital technology to help
people in rural India. For their project, GOAL, they brought together a group of successful women
entrepreneurs. Each entrepreneur worked as a mentor and guide for a group of tribal women,
and they were all connected to each other through Facebook. The tribal women received training,
mentorship and advice through the social media channel.

• Ice Bucket Challenge

The Ice Bucket Challenge was a fun activity that many people did in 2014. Funny videos of iced water
being poured on people were created and shared on Facebook. The videos were created and shared
for a purpose.

The videos encouraged thousands of people to donate money for the research to cure a disease
called ALS. Because of social media, people from all over the world saw the video and donated money.
Through the Ice Bucket Challenge, 22 crore dollars were raised for a good cause.208

Activity
Time!

stories and ideas that can

Can you think of a time when you did something very well or won

task successfully? Write a story here about it and share

What I learnt today:

Before sharing information on social media THINK. Is it

TRUE, HELPFUL, INSPIRING, NECESSARY, and KIND?

212
11.17 Internet Safety

In this lesson you will learn:

1. The basics of internet safety.
2. The importance of Safe Search.
3. Introduction to cyber-crime.

Thinking
Box

Let’s learn the basics of internet safety

To be safe on the internet, we can follow these SMART tips:

S: Stay Safe Don’t give personal information to people you do not know. Do
not share important details like address, ID number, bank details,
etc. on social media. Do not share your passwords with anyone.

M: Don’t Meet Up You might interact with strangers on a social media app. After
some time, you might want to meet them or share your contact
details with them because they are your friend. Online friends are
still strangers and may not be who they say they are.

Do not meet with an online friend in person, even if you think that
you know the person well.

A: Accepting Files Do not accept any files or pictures from people you do not know. Avoid
clicking on links that promise money, cryptocurrency coins, etc.
These links can cause virus problems in your computer or phone
and can be used to steal information from you.

R: Reliable Always check information before you believe it. You must check
internet articles and WhatsApp-forwarded messages.
Check:
Is the information true?
Can the person sharing it or the website be trusted to deliver
the correct information?
Are there other sources on the internet which can confirm what
You’re reading?

213
 T: Tell Someone If someone or something is making you uncomfortable or
scared, you must tell someone. Talk to a teacher or an adult in
the family who can help you. If a person on social media seems
dangerous or makes you feel uncomfortable, stop interacting
with them immediately. You can block them from interacting
with you on the platform.

Fill in the missing words. What must you do to be safe

on the internet?

• S: Stay by not sharing personal information on the

internet.
• M: Don’t up with online
connections.
• A: Don’t files from strangers.
• R: Is the information
?
• T: someone if you are uncomfortable.

Let’s learn about Safe Search

Search engines like Google help us find interesting and helpful
pages on the internet. But there are some pages on the
internet that are dangerous and inappropriate to use.

Safe Search is a tool that blocks unsafe pages when you

are using a search engine. The tool can be switched on and
off for any search engine by changing the settings

Let’s learn about cyber crimes

There are laws set by the government that we must all follow. When someone breaks a law, it is considered to be a
crime. Stealing money, attacking a person or making fake documents are crimes because
They break the laws of the government. When a crime is committed, someone complains to the police department. The
police find the person who committed the crime. The criminal is punished for their actions. They will be asked to pay a fine or sent
to prison.
There are also laws for activities on the internet. They are called cyber
laws. When a cyber-law is broken, it is called a cyber-crime.

Examples of cyber-crimes:
1. Stealing and using other people’s personal information.
2. Stealing card payment and financial details.
3. Bullying and threatening people online.
4. Sending viruses to other people’s computers.
5. Selling and distributing illegal items and media online.

If someone steals your online information or makes you feel unsafe on an

online platform, you can report the incident as a cybercrime. You can use
the National Cyber Crime Reporting Portal.
1. Log into www.cybercrime.gov.in to file a complaint online.
2. Call the cybercrime complaint number at 155260.

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 What I learnt today:

Safe Search is a tool that blocks unsafe pages when you

are using a search engine

11.18 Communication Using Email

In this lesson you will learn:

1. The definition and features of email.
2. The steps to create and use an email account.
3. How to attach files and use CC and BCC when sending emails.

Thinking
Box

Let’s learn the features of email

An email is a message sent to a person through the internet. Email stands for electronic mail. It is similar to
a letter or a package that is physically sent to someone. Email can be used to send letters, messages, files, pictures,
links, etc.

You need a unique personal email ID to send and receive emails.

An email ID will usually be in this format:

1. uniqueID@gmail.com or
uniqueID@outlook.com
For example, johndoe@gmail.com
2. You will have an inbox where you can check the emails that you received. An inbox is the digital space
where all the emails that are sent to you can be found and viewed.
3. When you get an email from someone, you can reply to the email.

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 meeting on Tuesday. I replied to her email
and informed her that

Which of the following tasks do you know how to do?

Send an email
Check your email inbox
Share your email ID with a friend
Reply to an email

Let’s learn the steps to create and use an email account.

Creating an email account:

The most commonly used email ID is Google Mail or Gmail. Let’s look at the steps to create a Gmail ID.
1. Go to the Gmail account creation page - accounts.google.com
2. Click on ‘Create account’. Choose ‘Create an account for myself’ to create your personal account.

3. The sign-up form will appear. Enter your details.

4. Choose a unique username for your account. The username must be easy to remember. For a
professional email ID, it’s best to have your full name as the username.
5. After choosing a username, enter a password. Type the password again to confirm. Click on ‘Next’ to continue.
6. Enter details of your mobile number, date of birth and gender
and click ‘Next’.
7. Finally, you will see the ‘Terms & Conditions’. Click on ‘I agree’ to create your Gmail account.

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Sending an email from your computer:

1. On your computer, go to www.gmail.com

2. At the top left, click on ‘Compose.’
3. In the ‘To’ box, add the email ID of the person you want to send the email to.

4. Add a subject for the email. The subject is a few words that can quickly tell the person receiving the
email what the email is about.
5. Write your message.

Q1. What is your email ID? Create a new ID if you don’t

have one already.

Q2. Send an email to your classmate, telling them about

something interesting that you learnt this week.

Let’s learn to attach files and use CC and BCC when sending emails
Attaching files to an email:
You can type a message and send it in an email. You can also add or attach a file from your computer to the email and
send it to someone else.

1. On your computer, go to www.gmail.com

2. Click on ‘Compose.”
3. At the bottom, click . It is a paper clip icon that helps to
attach files.

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Attaching files to an email:
You can type a message and send it in an email. You
can also add
Or attach a file from your computer to the email and
Send it to
someone else.

1. On your computer, go to www.gmail.com

2. Click on ‘Compose.”
3. At the bottom, click . It is a paper clip icon
that helps to
Attach files.
4. Choose the files you want to upload.
5. Click ‘Open.’
6. Complete the email with the subject and the
message.

Using CC and BCC options while sending an email:

When you enter an email ID in the ‘To’ box, the email

goes to their inbox. When you enter more than one
email ID in the ‘To’ box, the email goes to all the email
IDs.
You will find 2 other options, CC and BCC. In Gmail, CC
means Carbon Copy, and BCC means Blind Carbon
Copy.

CC is used when you send an email to more than

one person at the same time. You would commonly
use this if your email is written for one person,
But you also want another person to see it. For
Example, if you’re emailing your teacher, but you
also want your project partners to see the email.

BCC is used to send a copy of an email to another

person without the original receiver of the email
knowing. You can also use BCC to send an email
to many people without each person knowing the
email details of the others.

Activity
Choose the correct answer for the questions:
Time!
Q1. How can a file be sent in an email?
a. Attach the file to the email
b. Write a thank you message in the email

Q2. What does CC stand for?

a. Blind Carbon Copy
b. Carbon Copy

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Let’s learn about mobile applications
A mobile application or app is a software that
is made to be used on a mobile device like a
smartphone or a tablet. There are many mobile
apps available for us to use for different tasks and
activities.

Mobile devices are easy to use and common to

find. Mobile apps are the most convenient way to
do something online. You don’t need access to a
computer to do tasks like sending an email or
creating a LinkedIn profile. You can do them on a
phone through mobile apps.

List 5 things that you can do using a mobile app on a

smartphone.

1.

2.

3.

4.

5.

Let’s learn how mobile phones can be used in learning

Here are 4 ways you can use a mobile phone to help you learn and grow as a student:

1. Watch interesting and educational videos.

The internet is a great place to learn new skills and discover new ideas. The most
exciting way to learn is through videos that are made by experts. You can use
YouTube to find videos about a topic of your interest. This way you can use YouTube
For both entertainment and learning.

2. Use a dictionary app

As a student, you will come across many things that are new to you and that you
don’t understand. Do not be worried or discouraged by them. With a mobile phone,
You have the tools to understand new things. Use a dictionary app to find the
Meanings of words that you do not know.

3. Use Google Search regularly

Use Google Search to look up topics that are unfamiliar and learn more about them.

4. Be part of educational groups on social

media
Social media apps like LinkedIn and Facebook have groups where people with
common skills and industry experts share their thoughts. These groups can help you
learn new information and read ideas that help you grow as a student. Remember to
practice internet safety while participating in these groups.

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11.20 Internet of Things (IoT)

In this lesson you will learn:

1. About the various digital devices that we use in our everyday lives.
2. About using Siri and Alexa.

Thinking
Smart phone
Box
Smart light bulb
Smart cities
Smart home
Smart watch
Smart TV

Let’s learn about the various digital devices that we use in our everyday lives
The most common smart digital device that we use
is the smartphone. A smartphone is a phone which
can be connected to the internet. A smartphone
Is used to do many more activities than a normal
phone.

Like smartphones, there are many other devices

that are now used in the ‘smart’ version.

Smart TV

A traditional cable TV plays TV

programmers through a cable
connection. It cannot be connected to
the internet. A smart TV connects to the
internet and can play videos from
different online platforms.

Smart Watch

A traditional watch shows the time and the date

through a system of wheels and gears found inside
the watch.
A smart watch is a watch that also connects to
the internet. A smart watch can also be used to
make phone calls, read messages and track body
conditions, like temperature and heartbeat, etc.

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Write 3 reasons why a smart watch is more useful than a normal watch.
1.

2.

Let’s learn about using Siri and Alexa

Alexa is the name of a popular digital assistant. A digital assistant is a software that can help
you. You can instruct a digital assistant to do certain tasks for you instead of doing it yourself.
Alexa is a voice-controlled digital assistant. You can give spoken instructions to Alexa for
tasks to be completed.
To call your friend from your smartphone, you must open the Contacts app on the phone, find the
name and then call them. With a digital assistant like Alexa, you can give it an instruction like
“Call Ahmed’s mobile number.” The assistant will do the task for you instead of you following the
steps to do it.
To use Alexa, you must use a smart device that is enabled with Alexa. How can you find out if the smart
device has Alexa? Look for this symbol.

If this symbol is seen on a device, then you can use Alexa on it. Here is a list of things that Alexa can do.

Play music

Report the news

Check the weather

Offer sports updates

Control your smart home

Manage your calendars

Call phones

Set timers and alarms

Find local business information

Answer questions

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 Do math

Tell stories

Tell jokes

Order food

Find recipes

Like Alexa, there are other voice-controlled digital assistants available on some digital devices.

Siri Google Assistant

Activity
Time!

What would you say to Alexa to ask her to do these

tasks? A few examples have been provided for you.
Task to be completed by What you will say to Alexa
S. No. Alexa

1. Play Bollywood music “Hey Alexa! Play some Bollywood songs.”

2. Schedule a meeting in the “Hey Alexa! Set a meeting at 6pm on May 2nd.”
calendar

3. Set a 7am alarm “Hey Alexa!

”

4. Find a recipe for chocolate “Hey Alexa!

cake ”

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 What I learnt today:

Various digital devices that we use nowadays, like

smartphones, smart watches, smart TV.

11.21 Using Online Meeting Tools for Interviews

In this lesson you will learn:

1. How to use online meeting tools.

2. How to use Zoom.

3. How to use Google Meet.

Thinking
List down the different ways.
Box

Let’s learn about online meeting tools

A meeting usually happens when people come together in a
room and meet to discuss ideas and complete tasks together as
a group.

Nowadays, interviews also happen online. An online interview

happens through various video and audio platforms. We use
special digital meeting apps to conduct such interviews. While
using the most popular online meeting tools that are available,
you will be able to do the following things:
1. You can share a link or an ID for your meeting for people to
join the meeting.

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2. Everyone who is a part of the meeting can speak to each other and hear each other.
3. Everyone who is a part of the meeting can see each other and turn on the camera on their own
devices.
4. After the meeting, the online meeting can be closed and ended.

Choose the correct answers to the questions:

Q1. What kind of meeting is this?
a. Online meeting
b. Office room meeting
Q2. What do people need to join an online meeting?
a. A certification
b. The meeting ID or meeting link

Let’s learn to use Zoom

Zoom is one of the most popular online meeting apps in the world. With Zoom, you can start and join video meetings.

Start and share a meeting:

1. Open the Zoom app and log into your account.
2. Tap the orange ‘New Meeting’ icon that appears on your screen. This will start an online meeting.

3. Click ‘Participants’ in the meeting controls found at the bottom of the screen.
4. Click ‘Invite’ at the bottom of the participant’s panel. Choose the option through which you want to share the
meeting link with others. They can use the invitation to join the meeting.

Join a Zoom meeting:

1. Ask the person hosting the meeting to share the meeting link or the meeting details with you.
2. Click on the link to join the meeting or use the ‘Join’ option.

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3. Type the meeting ID to join the meeting and click ‘Join’.

Choose the correct answers to the questions.

Q1. Which option must you use to join a Zoom meeting?

. b.

Q2. Which option must you use to leave a Zoom meeting?

A. b.

Let’s learn to use Google Meet

Google Meet is another popular online meeting app. For Google Meet, you can use the same login account
details as your Gmail account.

Start and share a meeting:

1. Go to www.meet.google.com
2. Click on ‘New Meeting’.

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3. Select the option ‘Start an instant meeting’. This creates a new meeting and starts the meeting directly.

4. At the bottom right, click meeting details

5. Click ‘Copy’ on the joining information.

6. Paste the meeting details into an email, or another app.

Send it to the people who have to join the meeting.

Activity
Time!

them the invitation to join.

What I learnt today:

You can use Zoom or Google Meet to do online/virtual

meetings.

You can create Zoom or Google Meet links to invite

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 11.22 Exploring Popular Sites for Learning and Career Growth

In this lesson you will learn:

1. About popular sites for learning and career growth.

2. The ways to use the internet for continuous professional development.

Thinking
Box

Let’s learn about popular sites for learning and career growth
The internet has changed the way we learn. We can access a wide range of resources and materials for any
topic you might be interested in. We can become a part of different groups of people to learn skills and connect for
opportunities. There are many websites on the internet that can help us with learning and career growth.

6. Khan Academy: www.khanacademy.org

This site has free online material on school subjects like economics, physics, algebra,
etc.

7. Coursera: www.coursera.org
This site has a large collection of courses and certifications offered by some of the best
universities from around the world.

Other similar sites:

a. edX: www.edx.org
b. Udemy: www.udemy.com

8. MIT’s Open Courseware: www.ocw.mit.edu

This website has free learning and classroom materials from one of the top
universities in
The world.

9. NPTEL: www.nptel.ac.in
This is an online learning portal where the courses are created by IITs and IISc in
India.
It has courses on all topics taught by professors from all over India.

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 10. Codecademy: www.codecademy.com
You can use this website to learn specific computer coding skills for free.

11. Duo lingo: www.duolingo.com

You can learn a new language for free using this website. They have over 100
language courses. You can download the mobile app to a smartphone and learn a
new language by spending just 15 to 20 minutes every day.

Choose the most interesting website from all the websites recommended. Spend 5-10 minutes
looking through the website and what it offers.

Write 2 things that you’d like to learn from the website.

1.

2.

Let’s learn ways to use the internet for continuous professional development
To be successful in your professional life, you must always be open to learning and growing. Your
opportunities to study and learn do not end inside the classroom. After you finish studying and when you get a
job, you must continue to learn from the experts. The internet is the best place to be a lifelong learner.

Here are 4 ways you can use the internet for continuous professional development:

Find websites and blogs related to your field of interest. Read news articles and blogs on the
internet regularly.

Decide on specific goals for yourself so that you can make a commitment to yourself to reach
your goals.

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 12
INTRODUCTION TO ENTREPRENEURSHIP

Before going through this lesson, ask yourself if you are hard-working, smart, creative, willing to
take risks and good with people. If the answer is yes, then take heart, stay motivated and be
steered by your inherent inner drive. You are on the road to entrepreneurship, the ultimate career
in capitalism in which you put your idea to work in a competitive economy. Entrepreneurship does
not mean sticking to conventional business. It implies creating new things. Its emphasis is not
merely on idea generation but also on the promotion and implementation of a new business
environment.

LEARNING OUTCOMES
After studying this lesson, the learner will be able to:
 explain the concept, meaning and features of entrepreneurship;
 compare and contrast employment, self-employment and entrepreneurship;
 outline the various types of entrepreneurship, and
 Analyses entrepreneurship as a career option.

14.1 MEANING OF ENTREPRENEURSHIP

Entrepreneurship may be defined as the visualization and realization of new ideas by insightful
individuals, who are able to use information and mobilize resources to implement their vision.
Entrepreneurship is the ability (i.e., knowledge plus skills) of a person to translate ideas of
commencing a business unit into reality by setting up a business on ground to serve the needs
of society and the nation, in the hope of profits.
Introduction to Entrepreneurship

 Entrepreneurship refers to a system that includes entrepreneurs (and potential entrepreneurs),

institutions and government actions. The desired policy outcome of this system is increased
levels of entrepreneurial activity.
DEFINITION OF ENTREPRENEURSHIP
 Baumol’s definition of entrepreneurship includes all kinds of opportunity- seeking behavior – in
his own words encompassing, for instance, political rent-seeking and “organized crime.”

 Wennekers and Thurik have probably provided the most elaborate and inclusive definition:
 Entrepreneurship is the manifest ability and willingness of individuals, on their own, in teams,
within and outside existing organizations to perceive and create new economic opportunities
(new products, new production methods, new organizational schemes and new product-market
combinations), and to introduce their ideas in the market, in the face of uncertainty and other
obstacles, by making decisions on location, form and the use of resources and institutions.
 Finally, entrepreneurship can be understood as, an economic process where an idea is
generated or an opportunity is created, refined, developed and implemented, while exposed to
uncertainty to realize a profit by effective utilization of resources.
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 14.3 CHARACTERISTICS OF ENTREPRENEURSHIP
i) Entrepreneurship is an economic activity done to create, develop and maintain a profit-
oriented business.
ii) It begins with identifying an opportunity as a potential to sell and make profit in the
market.
iii) Entrepreneurship is the best utilization of available resources.
Entrepreneurship is the ability of an enterprise and an entrepreneur to take risk.

INTEXT QUESTIONS 14.1

Fill in the blanks with suitable text.
 The emphasis of entrepreneurship is not merely on the ………………….. but also on the and
implementation of new business Environment.
 Entrepreneurship is the best ………………. of available resources.
 Entrepreneurship is an economic activity done to create, develop and maintain a
………………………………………..

14.4 TYPES OF ENTREPRENEURSHIP

Let us take a look at different types of entrepreneurs. All forms of entrepreneurship are
essential and complementary forces of economic development.
14.4.1 Based on Risk
 Innovative Entrepreneurship Entrepreneur comes up with new ideas and turns them into
viable business and find new ways to market the products that make their business stand
out from the crowd and sometimes create a new crowd. Examples are Steve Jobs and Bill
Gates.
 Imitative Entrepreneurship implements current techniques from which they copy certain
business ideas and improve upon them as to gain an upper hand in the market. Imitative
entrepreneurship is characterized by the adoption of exogenously changing technologies.
Examples are development of small shopping complexes and small car manufacturers.
 Fabian Entrepreneurship is concerned with such business organizations in which the
individual owner does not take initiative in visualizing and implementing new ideas and
innovation. Dealings are determined by customs, religion, trading and past practices. They
are not too interested in taking risks or changes and they try to follow the beaten track
created by their predecessors.
 Drone Entrepreneurship is concerned with such businesses in which owners are satisfied
with the existing mode and speed of business activity and show no inclination in gaining
market leadership. They refuse to make any modification in the existing production methods
in spite of incurring recurring losses.

14.4.2 Based on type of Business

 Agricultural Entrepreneurship covers a wide spectrum of agricultural activities like
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 cultivation, marketing of agricultural produce, irrigation, mechanization and agricultural
technology.
 Manufacturing Entrepreneurship identifies needs of customers and then explores the
resources and technology to be used to manufacture
 The products to satisfy those needs by converting raw materials into finished products.

 Trading Entrepreneurship procures finished products from manufacturers and sells these to
customers either directly or through middlemen such as wholesalers, dealers, and retailers.
These middlemen act as a link between the manufacturer and customer.

14.4.3 Based on use of Technology

 Technical Entrepreneurship deals with establishing and running industry based on science
and technology. They use innovative methods of production.
 Non-Technical Entrepreneurship is concerned with the use of alternative and imitative
methods of marketing and distribution strategies to make their business survive and thrive in
a competitive market.
14.4.4 Based on Ownership
 Corporate entrepreneurship was pioneered by Burgelman. Corporate ownership is where an
individual through innovation and skill 231organizes, manages and controls a corporate
undertaking efficiently.
 Private Entrepreneurship is where an individual sets up a business as a sole owner of the
business and bears the entire risk involved in it.
 State Entrepreneurship is where trading or industrial venture is undertaken by the State or
the Government.
 Joint Entrepreneurship implies a joint business endeavor between a private entrepreneur and
the Government.
14.4.5 Based on size of Enterprise
 Micro Enterprises: Any business with a turnover of up to Rupees five crore.
 Small-Scale Entrepreneurship: A small enterprise has an annual turnover of more than
Rupees five crore but not more than Rs 75 crore.
 Medium-Scale Entrepreneurship: A business with a turnover over Rs 75 crore and up to Rs
250 crore
 Large-Scale Entrepreneurship: Business with turnover over Rs 250 crore.

14.4.6 Based on Gender

 Women Entrepreneurship
 The Government of India defines women entrepreneurship as, “a business enterprise which
is owned, managed and controlled by women having a minimum financial interest of 51 per
cent of the capital and giving at least 51 per cent of employment generated in the enterprises
to women.”
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  Schumpeter defines women entrepreneurship as, “based on women’s participation in equity
and employment of a business enterprise.”

14.4.7 Based on Social Problems

Social Entrepreneurship
 The concept of social entrepreneurship came around the 1960s but the establishment of
Grameen Bank by Muhammad Yunus in Bangladesh was the first instance where it was
thoroughly used. Social entrepreneurship focuses on social problems and environmental
problems aiming at bringing about transformation. This obligation of contribution to social well-
being is primary and in a way, profit takes a back seat or is more or less secondary but essential
to the survival.

INTEXT QUESTIONS 14.2

1. Match the following:

Column A Column B
(a) Women entrepreneurship i. Risk
(b) Small-scale ii. Size of enterprise
entrepreneurship
iii. Ownership
(c) Corporate entrepreneurship
iv. Gender
(d) Trading entrepreneurship
v. Types of business
(e) Imitative entrepreneurship

2. State whether the following statements are true or false.

(a) Bill Gates is an example of an innovative entrepreneur.
(b) Corporate entrepreneurship is pioneered by Burgelman.
(c) Shahnaz Husain is an example of women entrepreneurship.
(d) Development of small shopping complexes is an example of
imitative entrepreneurship.
Choose the correct option from the following:
1. A woman entrepreneur is supposed to have a minimum financial interest of:
(e) 35 percent
(f) 51 percent
(g) 75 percent
(h) 100 percent

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2. The concept of social entrepreneurship came
around: (o) A medium enterprise

(i) 1960 (p) Large enterprise

(j) 1965 4. Any business with a turnover over rupees

75 crore but up to rupees 250 crore would
(k) 1990 be considered:
(l) 2014 (q) A large enterprise
3. Any business with a turnover of up to rupees (r) A small enterprise
five crore would be considered:
(s) A medium enterprise
(m) A micro enterprise
(t) A micro enterprise
(n) A small enterprise

14.8 E N T R E P R E N E U R S H I P AS A CAREER O P T I O N
Have you always strived to do something differently and never loved working as a subordinate or
employee? If you have, entrepreneurship may be the right choice for you. Entrepreneurship has
been gaining popularity due to lack of opportunities in the formal sector. With the economy
booming, the environment is conducive to entrepreneurship. Virtually anyone can become an
entrepreneur as it does not require any formal qualification.

 History is full of success stories by entrepreneurs who have successfully spotted an opportunity
and capitalized on it. Entrepreneurs are playing constructive roles in fields as diverse as education,
in the government sector and in the social sector.
 Prominent factors that attract or distract individuals towards choosing entrepreneurship as a career
option are:
 Push Factors: These factors push individuals away from entrepreneurship.
 Culture
 Individual preference for alternate source of employment
 Individual capabilities
 Pull Factors: These factors make individuals choose entrepreneurship as a career.
 Frustration or dissatisfaction in the present job
 Displacement form a job
 Not getting a job of choice or difficulty in finding a job
 Realizing the present job is in jeopardy due to moving towards closure
 Desire to start own business due to new business opportunity
 Conducive atmosphere including family history of entrepreneurship, financial stability, availability
of infrastructure.

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 1. On the basis of characteristics:
Basis Entrepreneurship Job
1. Creation vs. (a) Entrepreneurship is about ideas, (a) Job is often about continuation of same
Continuation creation and developing work and doing it in much better way.
Notes
something new and solving Creativity may be useful and
problems in a unique way. appreciable but is not necessary for
survival as nurturing is not the priority.
One needs to do work on time.
2. Risks (b) Entrepreneurship is risky in (b) Jobs have relatively low financial risks.
respect of losing initial Yet, in the case of retrenchment or
investments due to failure of termination of job, you will lose money
business and may get a similar job at less salary.
3. Whole day (c) Entrepreneurs often lose track of (c) People in job often work for fixed time
vs. Fixed time as they are solely and find enough time for their family.
working responsible for their enterprise.
hours They find it difficult to adjust to
the demands of family and
society.
4. Diversified (d) Entrepreneurship is a multi- (d) Job requires concentrated skills which
vs. skilled diversified field like one is can be obtained through education to
Concentrate to design, create one’s own boat become an expert in a specified area.
d skills and then escape in it.
5. Explosive vs. (e) Entrepreneurship can lead to (e) Jobs offer logical increments over time
Incremental explosive growth if worked in the form of promotion resulting in
through practice which can make increase in salary consistently with
one rich and famous. every rise in position.
6. Uncertainty of (f) Entrepreneurship is not for (f) Jobs pay immediately and usually,
income vs. people who cannot survive salaries are fixed and certain.
Certainty of without any pay. It does not
salary guarantee the certainty of profits
for months, sometimes for years.

 Choose the correct option from the following :

Lack of capability is concerned with:
1. Pull factors
2. Push factors
3. Both (a) and (b)
4. None of these

 Which of the following is not concerned with Push factors?

 Job dissatisfaction
 Insufficient salary
 Zeal to work
 All of the above

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 WHAT YOU HAVE LEARNT

 Entrepreneurship is an economic phenomenon involving a nexus of two phenomena, first, the

presence of lucrative opportunities and second, the presence of enterprising individuals.
 Entrepreneurship can be understood as the process of starting and running one’s own business
profitably using managerial caliber.
 The choice of form of business ownership depends upon the quantum of risk an entrepreneur
can bear because every form of business has its own merits and demerits.
 Entrepreneurship means self-employment in which the person is free to choose the time, place
and the manner of work to enjoy all the perks and profits and also bear all the risks and losses
the business endures.
 To earn livelihood and secure the basic needs of life such as food, water, shelter, clothing and
health we take care of about the push factors which attract the people to start a venture.

TERMINAL EXERCISE

 Define Entrepreneurship. Discuss its features.
 What is corporate entrepreneurship?
 What do you mean by self-employment?
 What is meant by livelihood?
 Define micro, small and medium enterprises.
 Explain the different concepts of entrepreneurship.
 Explain innovative entrepreneurship.
 Describe imitative entrepreneurship.
 Explain social entrepreneurship.

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 MODULE-13 Customer Service
Seeing the cut-throat competition in the market, the customer should be treated like a king in the
present day. A retailer or shopkeeper should know the importance and value of customers. Retailing
is said to be complete and successful only when a customer comes and visits a retail store and
buys goods from the retail store and is satisfied with the product and services provided by the
retailer. The retailer will also benefit in the form of profit and high margin.
Customers expect almost all retailers to provide certain services like:
 Good appearance and behavior
 Identify customer expectations
 Be able to recognize customer needs
Customer Service acts as a pipe through which the customer fulfil their needs. Retail has emerged
as an important sector and provider of employment opportunities too.
The present unit ‘Customer Service’ has been divided into four sessions — the first session which
deals with differences between customer and consumer, and identifying customer needs and
behavior. The second session explains the identification of effective customer service. The third
session describes the organization standards of appearance and behavior and the Fourth session
discusses how to identify and confirm customer’s expectation.
Session 1: Customer Needs and Service
Distinction between customer and consumer
We can understand the difference between the two terminologies customer and consumer through
a situation in our day-to-day life. For example, a housewife buys some household goods from a
store. She is a customer for the retail outlet. When she reaches home, other members of the family
also use those goods, though they haven’t purchased it. All the family members including the
housewife who have utilized the products for their personal use are consumers.
Marketing helps convert customers into consumers. Satisfied consumers will not only become
customers but also promote the marketer and their products and services.
Identifying customers’ needs and behavior
The buying level of any customer depends on their needs. Customers’ needs can be objective (e.g.,
physical needs like food, shelter, clothing, etc.) or subjective (e.g., emotional, moral, intellectual,
and spiritual needs like good behavior, self-esteem, fairness, etc.). Customers’ needs vary with
place and age group.
Customers’ needs are the stepping stone to all modern marketing concepts. The manufacturer has
to give due attention, importance and care in understanding and assessing or identifying the needs
of consumers to gain competitive advantage. The marketer should use all their efforts and
strategies to identify, emphasize, and satisfy customer needs.
Based on the type of products

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The customers’ needs can be divided into two types: demand for tangible and non-tangible products.
 Tangible products: These products are those which can be touched and felt (see Fig. 5.1).
Intangible products: These products are those which cannot be touched or felt.
Basic needs of customer
Following are the basic needs of the customer:
Warm welcome: The sales person has to
welcome the customer warmly and greet
him/her graciously. The customer shouldn’t feel
neglected when he/she approaches the retailer
or sales associate.
Understanding: Marketer needs to understand
and appreciate views, expressions, and
Fig. 5.1 Tangible Products circumstances, feelings

Without any criticism or judgment for the satisfaction of the customer.

Fairness: Every customer wants to be treated fairly. Customers get very annoyed and
dissatisfied when they feel they are not given due attention in the retail store.
Control: Control means the customer’s perception to meet his demand at the earliest with a
positive outcome.
Options and alternatives: There should be options and alternatives available for the
customer. The customers must be educated about the variety of products available. They will
then choose to purchase the desired products and services available in store.
 To identify the customer needs, the retailer must do these three things:
 Communicate effectively with the customers and satisfy their needs.
 Look for different ways to record customer feedback.
Effective, use of feedback and other information to take effective decision regarding marketing,
buying, merchandising and selling.
There are many employees in the retail organization, who mainly work for customer
satisfaction, called customer service representative. In every stage of the

Buying process in a retail organization they provide the customer service before, during and
after the purchase.
Role of customer services in retail
In today’s scenario each and every retailer is trying to convert the casual customer into a loyal
customer through development of a bond between the retailer and customer. The customer
service marketer is able to understand the customers’ feelings and emotions with particular
products and is also able to understand the buying habits of customer.
A successful and effective customer service results in increase of customer’s value for the
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 store.
A good customer service should focus on:
 Building a dynamic relationship with the customer.
 Making customer service a key element to build customer loyalty.
 Building competitive advantage.
Through effective customer service a retailer can maintain a strong relationship with the customer
and convert a casual customer into a loyal customer. Loyal customers play an important role in
continuous generation of revenue. This is the basic reason why many retailers work hard to
increase the level of customer satisfaction.
Elements of customer services
The basic elements of customer services which make it good are as
follows:
Communications skills: The salesman initially greets the customer.
Throughout the interaction, the customer forms an opinion and attitude
towards the retail store as far as the customer service is concerned (Fig. 5.2).
Effective ‘face-to-face’ interactions with customers: In many
retail stores, of course, the employees deal with the customers
‘face- to-face’ on a daily basis (Fig. 5.3). Unlike telephone
communication, in which customers use only one sense organ
(sound) to evaluate
The customers, these
personal encounters offer customers the use of at
least two or more of all the five senses, upon which to
form their opinions.
(a) The art of listening to customers: Effective
communication isn’t simply a one- way proposition.
Communication directed towards the customer is
important, but communication from the customer is
probably even more important (Fig. 5.4). The
salesman should know what a customer really wants. It
is as easy as listening to what the customer says (or doesn’t say). Obviously, to
accomplish this one must develop good listening skills.
Fig. 5.4 Listening to the Customer Views

Handling customer’s grievances smoothly: Inevitably,

the sales person in a retail store is bound to encounter a
customer who is angry, upset, and unreasonable,
unusually demanding, or all of the above (Fig. 5.5). Any
effective customer service programmer will include
methods of dealing with this type of customer.

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(b) Adopting a new, different perspective: Customer
service is a ‘team’ effort. In a company dedicated to
good customer service, an attitude of ‘that’s not my
job’ doesn’t exist (Fig. 5.6).
Monitoring and measuring effectiveness: There are
several informal ways to conduct monitoring and
measurement for effective customer service. Asking
customers themselves how well they think the retail
store is doing. This can be accomplished by using
basic tools, such as customer satisfaction survey cards, exit interviews with
customers, etc.

Fig. 5.6 New Perspectives in term of Shop Layout

Advantages of customer service
The advantages of providing customer services are as follows.
• Helps in serving customers better.
• Increases customer revenues.
• Helps in acquiring new customers.
• Aids in selling products more effectively.
• Helps sales staff to close deals.
• Helps in developing or enhancing the value proposition offered to customers.
• Enhances customer loyalty.
• Retains customers to increase profits.
• Helps in focused customer delivery and support based on customer's
segment.
Designing strategic solutions for enhancing effectiveness of promotions and loyalty
programs for customers is the most important aspect in the retail environment.
Activity 1
Field visit to understand the customer needs and customer expectations in a retail
store.
Materials required
Pen/Pencil, Notebook, Checklist
Procedure
1. Visit a retail store near your home.
2. Meet the executives in the retail store and greet them.
3. Note and write about the body language of the sales persons and gestures
when a customer enters the store.
4. Meet a few customers and write their expectation.
5. Try to list out the reasons for such gestures and expectations.
6. Prepare a report and submit to the subject teacher.

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 Check your Progress
A. Fill in the Blanks

1. Consumers will not only become customers but also promote

the retail store.
2. Is necessary for organisms (customer) to live a healthy life.
3. Customers need to be about a variety of different products and services.
4. Designing solutions for enhancing effectiveness of promotions and
loyalty programs.

B. Multiple Choice Questions

1. Based on the types of products, (c) after purchase

customers’ needs may be divided
(d) All (a), (b) and (c)
into how many types?
(a) Two 4. Which is not an element of good
(b) Three customer services?
(c) Four (a) Communications skills
(b) Art of listening to customers
(d) None of the above
(c) Monitoring and measuring
2. Tangible products are effectiveness
(a) soap (d) Argument with customer
(b) electronic gadgets
5. Which of the following is not an
(c) bicycle
advantage of providing
(d) All (a), (b) and (c) customer services?
3. Customer service is the provision of (a) Serve customer better
service to customers (b) Decrease customer revenues
(a) before purchase (c) Acquiring new customers
(b) during purchase (d) Sell products more effectively

contributes more in retail for years, through purchases

and recommends and refers to others as well (Fig. 5.8).
Now let us try to understand the various aspects of an
effective customer service.
Deal effectively with customers
In order to deal with your customer effectively, you need
to:
• Develop knowledge of merchandise Fig. 5.8 Effective Customer Service
Being sold.
• Acknowledge/approach customers ideally within one minute of their entering the
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 department. Be friendly and enthusiastic while welcoming the customer.

• Ask the customers appropriate questions to determine their needs.

• Offer merchandise to customers, describing features and benefits.
• Sell related merchandise in addition to customer’s selected item, wherever possible.
• Deal with customers’ complaints in accordance with the retail store’s policy.
• Place special orders for customers.
• Use all types of methods of payment.
• Handle complaints courteously and sympathetically.

Effective ways to build customer rapport

A retailer should know that rapport building with customers is important to
provide good service or increasing sales. Here are some tips for building
customer rapport.
(a) Be adaptable: A retailer should define store approach for building rapport.
(b) Pace and lead: This is another way to build rapport. When a customer gets angry
or over excited for some issues, the sales person must show concern in the
customer’s matter and solve it on priority with pace and lead towards good
customer services.
(c) Allow them to get it all out: When an angry customer comes to a retail store,
let them speak out their problem. After telling his/her problem, the customer
might feel relaxed and you can then solve their problems.
(d) Repeat again: Once the customer speaks out the issue, repeat the sentences or
important details again to the customer, saying “Okay, just to recap….” This
reassures the customer that the concerned person is paying attention.
Get customer name first: Before starting the conversion with the customer first
ask the name of Customer rather than the complaint number. The sales person
should use the customer’s name while discussing the issue with the customer.
(e) Make the customer’s problem the retailer’s problem: The retailer should treat
the customer’s problem as their own. A good relationship between a customer and
retailer leads to the return of the customer again.
(f) See it from customer’s point of view: The customer service associate should
put themselves in the customer’s shoes. If struggling to show empathy, think of
the customer as your close friend or family member.
(g) Share their priorities: The customer has a list of priorities. The retailer makes
the customer their priority and addresses their concerns on priority by taking care
of them.
(h) Remember value of an apology: Every retailer should know the value of an
apology. Even they deal with complaints all the time still they should be very careful
while apologizing to the customer.
(i) Retailer doesn’t have to have ‘things in common’: Some retailers do not have
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 anything in common with their customers and will therefore be unable to build a
rapport.
(j) Don’t rush: Sometimes the retailer can identify issues on a regular basis and
then rush to rectify the problem quickly.
(k) Smile: The sales person should always interact with customer with a smile. The
customers notice such things.
(l) Personal interest in customer benefits: The retailer can build a rapport with
the customer by showing personal interest in the customer benefits.
(m) Display good listening skills: Every retailer should show their listening skills by
assuring customer that you are listening by repeating what customer says.
(n) Remain focused: Stay fully focused on the customer and do not distract
him/her.
(a) Not all customers want to chat: Remember that angry customers will not
want to build any rapport. They will just want to tell you what the problem is, for
you to fix it.
(b) Avoid assumptions: Do not assume, about what the customer is saying —
actively listen!
(c) End on a high: Always ask the customer if there is anything else you can
do for them, before they leave. This shows that your priority is giving good
service, not just getting over with the call.
(d) Smile through the complaints: The sales person needs to always smile,
even when the customer is complaining. They don’t want to hear that the sales
person is having a bad day—they only want to know whether the retailer will
able to solve the issue and then in turn make the customer smile.
(e) Beware of inappropriate jokes: Everyone must careful with humor.
Sometimes there is risk of a jokey comment.

Activity 1
Observation of effective ways to build customer rapport.
Materials required
Pen/Pencil, Notebook, and Checklist
Procedure
1. The teacher to make groups with four students in each group and ask them to
visit a nearby retail store.
3. Meet the store manager and greet him.
4. Tell him the purpose of the visit and take permission for visiting the store.
5. The students should observe how the retailer is concentrating on customers.

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 6. Examine the ways followed by the retailer to build customer rapport.
7. Prepare notes on your observation.
8. Discuss the observation in the class and submit the report to the subject teacher.

SESSION 3: ORGANIZATION STANDARDS

Standards of staff appearance in retail
All officers and staff have a personal responsibility to maintain the standard of
appearance in an organization. Managers and supervisors are responsible for
ensuring all personnel achieve standards of appearance set out in the form and they
should give recommendation and guidance wherever necessary.
Standards of dressing and appearance perceive to offer a number of benefits
to the organization, such as alignment of employee’s appearance with the
organization’s brand, the professionalization of job role, creation of a sense of
organizational identity and health and safety concerns.
Check your Progress

A. Fill in the Blanks

1. Always remember that a customer will contribute to your
business for years.
2. Building with customers over the phone is so important to
provide a good service or increasing sales.

B. State whether the following are true or false

1. All customers should be approached using the same style.
2. When the customer is angry, allow them to vent without interruption.

C. Short Answer Questions

1. Why should a retailer be a good listener?
2. Every retainer should know the value of an apology. Elaborate.
3. Why is it important to build a rapport with a customer?

D. Check Your Performance

1. Demonstrate the effective ways to build customers rapport.
(a) Overall appearance: The retail staff should maintain their standard of
appearance. The type of work sets the formal standard of dress.
(b) Dress code: The employees’ dress code must be unique in all aspects like age,
gender, religion and culture.

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 (c) Hair: The hair should be well-tied and well-colored. The employees of the store
should avoid unnatural hair color.
(d) Identity cards with company logo: ID cards mainly include name, photo, job title
and designation of employee.
(e) Body language: Understanding the body language is a very important aspect of
personal appearance. So, the body language of the staff should be impressive.
(f) Cosmetics: The make-up should be sober, not obtrusive or excessive.
(g) Tattoos: Quarter, half and full sleeve tattoos must be covered at all times.

Precautions to be taken by male staff

The total staff of the retail store should be cautious of the appearance and
behavior in the store.
The precautions for male staff are as given below:
• The prescribed uniform should be neat and clean and ironed.
• Hair must be short, clean and tidy.
• One is expected to have a clean shaven look.
• Nails should be cut or trimmed neatly at regular intervals.
• Avoid earrings and bracelets during official hours.
Precautions to be taken by female staff
The precautions for female staff are as given below:
• Female staff with long hair should tie their hair at all times during official hours.
• No flowers hooked on the hair are desirable.
• Avoid dark color nail paints and long nails.
• No heavy jewelry should be worn.
• Don’t wear dangling earrings, noisy anklets and
bangles on the floor.
• Apply light make-up
Behavior in the organization
A satisfied customer contributes to retail revenue for years, by his/her purchases and by
recommendations and referrals to other customers. Now, let us try to understand various
aspects of effective behavior and dealing with customers, colleagues and superiors.

Dealing with customers

As we know a customer is the king of the market, so every employee of the retail store
should behave gently with customers.
Some of the guidelines are as given below.
• Every salesman should encounter, meet or talk to the customer.
• Treat everyone with respect and dignity.
• The staff should be aware of the trends, changes taking place in the market, taste and
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 habits of the customers.
• The staff should listen carefully and intently to their customers, demonstrate respect.
• The salesperson should be comfortable discussing both
small and big numbers of customers.
Dealing with colleagues
Dealing with colleagues is a very important aspect. It builds the relationship between
the colleagues.
• A sales person should behave decently and politely with his/her colleagues in the
organization.
• Being over competitive should be avoided, this is a negative thing. Try working with
rather than against openly competitive colleagues.
• Avoid misunderstandings with colleagues.
• Try praising the competitive co-worker for work well done.
• Take competition positively, not personally.
Dealing with superiors
Dealing with supervisors is also another very important aspect. It builds the
relationship between the subordinate and the supervisor. The immediate superior
is the boss of the subordinate.

Activity 1
Visit a retail outlet/mall to observe the appearance and behavior of the male and
female staff and their way of dealing with customers.
Materials required
Pen/Pencil, Notebook, Checklist
Procedure
1. Reach the retail outlet/mall at the decided time with your group.
2. Meet the executive, greet them and tell the purpose of the visit.
• Observe the following and make a note.
• Appearance of male/female executive
• Dress code of both types of employees
• Hairstyle of both
• Tattoo, cosmetics and body language of both
3. Observe their way of dealing with the customers in the organization.
4. Finalize your notes with your friends.
5. Confirm and finalize with the executives.
6. Make a report and submit to the subject teacher.
Generally, supervisors control the subordinates like workers.
A. Fill in the Blanks
1. Is an important aspect of personal appearance?

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 2. Quarter, half and full sleeve must be covered at all times.
B. State whether the following are true or false
1. The hair should not be of a color unnatural than human hair color.
2. An employee’s dress code must be unique in all aspects like age, gender, religion and
culture.
3. Dangling earrings, noisy anklets and bangles can be worn on the floor.
4. Only frontline staff in the store should wear a prescribed uniform every day.
5. Try working with rather than against openly competitive colleagues.
C. Long Answer Questions
1. Discuss the standards for staff appearance.
2. What are the precautions to be taken by male and female staff while working in a retail
store?
3. How should one deal with customers, superiors and colleagues while working in
retail store?

D. Check Your Performance

1. Demonstrate personal responsibility to maintain a high standard of appearance in
an organization.
SESSION 4: CUSTOMER EXPECTATION
Meaning of customer expectation
Customer expectation is the total perceived value from the products or services. If the
actual experience of customer with goods is more than the perceived value, the customer
will be satisfied. If the actual experience of customer is less than the perceived value,
the customer will be dissatisfied or disappointed.
Identifying customer expectation
Customer expectations are increasing day-by-day in the modern times. If the retailer
is unable to fulfil the customer expectations, their existence will not stand for longer
and their reputation will be tarnished. The Customer expectations change with time,
efforts and customer needs. Information technology is responsible for new customer
expectations.
Some of the modes of identifying customer expectations are as follows:
(a) Concept meets reality: Every customer wants his/ her expectations to meet with reality.
(b) Conversation with customers: Conversation with the customer is also a way of
identifying the customer’s needs and customer expectations. The customer handling
department in the retail is designated for managing troublesome customers.
(c) Group feedback: A group feedback makes sense for a whole group of customers for
feedback in parts.

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 Gain insights from community: To know the customers’ expectation, community
is the best source. Many people use social media, where they speak freely and
openly. Retailers take the feedback from there and identify the customer
expectations. It is their own motivation to talk about what drives them, which also
means that if they do, it’s relevant for them and the organization.

Customer expectations from retailer

Given below are of the latest customer expectations which are met by retail stores:
(a) Personalization of goods or services: Every customer wants personalized
information from the retailer which attaches the customer to the retailer.
(b) More options: Every customer wants many options in a product, such as product
variety, quality, availability and affordable price.
(c) Listen closely, respond quickly: Every customer wants retailer information quickly
and accurately. Even every retailer should maintain feedback systems.
(d) Give front-liners more control: Customers’ expecting from front-line service
executives should understand the type of problem.
Confirm customer expectation
After identifying the customer’s expectation the retail organization representative should
confirm it in the most effective manner, which is as follows:
• By calling the customer
• By providing extra services

Responding to customer appropriately

Identifying customer needs is a very important function of the sales
representative/executive. After identifying the customer needs every sales
representative has to respond accordingly and appropriately.
(a) Find their real need: Before responding immediately, the salesperson should pause for
a moment and think from the customer’s perspective. Why do they want that feature?
(b) Fulfill the customer need: Once a sales representative identifies the customers’
needs he/ she must fulfil it.
(c) Meet our customer needs with appropriate product: Hand over the product as
per the customers’ demand.
(d) Give an honest explanation: If there is a shortage of the product and it can’t be
provided to the customer then say ‘No’; be transparent and provide an honest
explanation. Activity1
Visit a retail outlet to recognize customer expectations and the way of responding to
their queries.
Materials required
Pen/pencil, notebook, checklist
Procedure
1. Reach the retail outlet/mall on time with your group.
2. Meet the executives, greet them and request to work with them.
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