By Mr. M A Ranganath,
TQM Consultancy, Bangalore: Member – TAC – IPC (India)

It is well known that from the Age of Humans being on this Earth, there are Aspects of Behaviour and Culture getting formed based on various Factors like Environment, Genealogy, Physical & Mental frames etc., Let us look at:

Behaviour Development & Culture Formation Process

Events, Needs & Experiences generate Self Thought which Creates Emotions & Feelings. These get expressed as Immediate Actions & Behaviour projecting a Personality. Commonality in Personality & Behaviour of a Group of People is termed as CULTURE. Further experiences influences Perception leading to develop a Sense of Commitment. Repeated Self Thought & sharing of Perception and Experiences lead to developing a SET of Attitude, Belief & Values.

Mind and its nature:

The Mind is an incredible power; we have abilities and powers that we are not even aware of. We were born with these powers – but have to learn how to master them. 75 % of all sickness and disease starts in the mind. Research has proven that STRESS, which starts in the mind, is the number one cause of all fatigue and illness. Scientists have also proven that we only use 10 % of our mind. The rest is never used properly. That means 10 % of our mind is causing 75 % of all sickness – and we don’t even know how to use that 10 % properly. Imagine what would happen if we used our mind to its fullest? We would stop getting sick and live healthier, more productive lives. Unfortunately, most people never get their minds working for them. Instead, they get their minds to work against them – creating things they don’t want.

Life is a matter of Attitude. At the official level, let’s say we have a choice – to do or not to do; to do well or not to do well; to meet deadlines or not to meet deadlines; to work as a team or not to work as a team; to be a facilitator or not to be a facilitator; to waste time or not to waste time; to spend time on self-development or not to spend time on self-development; to say that our career is in our hands or not to say it; we I can go on and on – yes life is a matter of Attitude.

Kimball Young defines Attitude as “a predisposition to respond, in a persistent and characteristic manner … in reference to some situation, idea, value, material object or class of objects or person or group of persons”. This can be a positive or a negative predisposition.

A simple way to understand Attitude in numerical terms can be visualized as under:
Assign numerals 1 to 26 to the English Alphabets in the increasing order. Then the Sum of the Letters for the word (A+T+T+I+T+U+D+E becomes 1+20+20+9+20+21+4+5 = 100).

Example of Dog & Cat Attitude, which are reared by people can be as under:
DOG thinks – Hey! These people whom I live with feed me, love me, provide me with nice warm, dry house, pet me and take good care of me – they must be Gods!
CAT thinks – d– Hey! These people whom I live with feed me, love me, provide me with nice warm, dry house, pet me and take good care of me – I must be God!

Positive Mental Attitude (PMA)

PMA can be defined as the ability of a person to feel comfortable and live meaningfully in any given situation, to make others comfortable and live in harmony with him or her and improve his or her abilities, to work for the welfare of the community at large. He / She has to maintain the mental equilibrium to function smoothly and successfully. Positive Mental Attitude (PMA) is not just a philosophy, it is a practice – something you have to do every day, over and over again. PMA creates success and the happiness you deserve. It also eliminates negative thoughts and takes control of your mind. When we have success, we have passion. When these two elements are in place, we will continue to fuel our success and eliminate obstacles.

Choose Our Attitude

When we look for the worst, we will find it everywhere. When we learn, we have the power to choose our response to what life brings, we can look for the best and find opportunities, we never imagined possible. If we find ourselves with an attitude that is not what we want it to be, we can choose a new one.

Some Aspects of the Power of Mental Attitude:

He who dares assert the I, may calmly wait; while burying fate meets his demands with sure supply. A strong man hypnotized into a belief that he cannot rise from his chair is actually powerless to do so till the spell is removed. A frail woman nerved by necessity for saving life, can carry a person heavier than herself from danger by fire or flood. In both cases, the mental attitude, not the physical ability determines the result, yet both acts are only work for muscle. When a task to be done consists largely or wholly of mental acts, as do most kinds of success winning, how much greater must be the determining power of the thought and mental attitude! The conquerors of the world, whether on battlefields in trade or in moral struggles, have won by the attitude of mind in which they went at the work they had to do. – Dr. Orison Swett Marden.

The Calgary Tower stands at 190.8 meters. The total weight of the tower is 10,884 tons, of which 60% is below ground (6349 tons). This shows that some of the greatest buildings have the strongest foundations. Just like a great building stands on a strong foundation, so does success. And the foundation of success is Attitude.

Turnaround Tips:

Here’s what a person with an attitude problem can do to bring about change: – Listen, accept and be communicative, Acknowledge people, Try politeness and diplomacy, especially in interactions and conversations, Cut out sarcastic talk and acrid remarks, Take hints from colleagues who might be trying help.

“There is little difference in people; but that little difference makes a big difference. The little difference is Attitude. The big difference is whether it is positive or negative” – W. Clement Stone, Philosopher.

Five steps to staying positive in a negative world:

  1. Understand that failure is an event, it is not a person. Yesterday ended last night; today is a brand new day, and it’s ours. We were born to win, but to be a winner, we must plan to win, prepare to win, and then we can expect to win.
  2. Become a lifetime student. Learn just one new word every day and in five years will be able to talk with just about anybody about anything. When our vocabulary improves, our IQ goes up 100% of the time, according to Georgetown Medical School.
  3. Reading for 20 minutes at just 240 words per minute will enable us to read twenty 200-page books each year. That is 18 more than the average person reads. What an enormous competitive advantage, if we would just read for 20 minutes a day.
  4. The University of Southern California reveals that we can acquire the equivalent of two years of a college education in three years just by listening to motivational and educational cassettes on the way to our job and again on the way home. What could be easier?
  5. Start the day and end the day with Positive Inputs into our mind. Inspirational messages cause the brain to flood with ‘dopamine’ and ‘norepinephrine,’ the energizing neurotransmitters. With endorphins, the endurance neurotransmitters and with serotonin, the feel-good-about-yourself neurotransmitters are developed. Begin and end the day by reading or doing something Positive!

Remember: Success is a Process, not an Event. Invest the time in Attitude and it will pay off in improving the Skills as well as career. Just think about it.

The devil called ‘Procrastination’

He slept beneath the moon; He basked beneath the Sun: He lived a life of going to do; and died with nothing done. – James Aubrey.
Procrastination leads to Negative Attitude. It fatigues us more than the Efforts it takes to do it. If we want to build and maintain a Positive Attitude, we need to get into the Habit of Living in the present and doing things Now. – Shiv Khera.

Attitude determines Altitude:

To understand the change and to change, we need a Positive Attitude. If we are ready to open the gate within – we can consciously cultivate lot of Positive Attitudes. It is worth to remember that our Attitude determines our Altitude. People with Positive Attitudes radiate positive energy. This positive energy is like an energy field or an aura that surrounds them and changes weaker / negative energy fields into positive energy fields. With the freedom to choose, the unique Human Endowments and a Positive Mental Attitude, we can certainly go a long way in accomplishing our Life’s Mission.

Good Attitude is Critical to Health: – says the American Institute for Preventive Medicine in its New Year’s resolutions list. The Institute further says that an Attitude adjustment is more important in preventing disease than changes in diet and exercise habits. The No.1 entry on the institute’s sixth annual “Top Ten Healthiest Resolutions” list is to avoid “psycho sclerosis” — a hardening of the Attitudes, says Dr. Don Powell, president of the Detroit-based Institute. “It’s the way we view the events in life,” he said. “We used to think physical fitness was from the neck down but now we see it as more of an integration of mind and body.” Powell, author of 365 Health Hints, said working out at the gym isn’t enough for people who want to live longer, healthier lives. “You have to look at their Attitude, the way they deal with Stress, whether they have a social support network, and the way they view life,” he said. Adopting the resolutions on the list, which is based on recent medical research, could add up to 20 years to a person’s life, Powell said.

Human Behavior-Psychology Approach

INTELLIGENCE QUOTIENT (IQ):
Beginning of 20th Century-Psychologists discovered Ways & Means of Measurement Intelligence based on Aristotle’s Definition.

EMOTIONAL QUOTIENT (EQ):
Beginning of 1990’s Daniel Goleman popularized Emotional Intelligence as a basic requirement for the proper use of IQ.

SPIRITUAL QUOTIENT (SQ):
Beginning of 21st Century there is enough evidence from Psychology, Science & Neurology in the existence of Spiritual Intelligence.

HAPPINESS QUOTIENT (HQ):
In To-day’s World, Happiness plays a Vital Role for the wellbeing of the Individual and Society, which encompasses all the above 3 Quotients.

PERSONAL / PERSONNEL QUALITY (PQ)

DEFINITION OF PERSONAL QUALITY (PQ) as given by Time Manager International (TMI), a renowned training institution is: Personal Quality can be defined as meeting other people’s and one’s own “bottom-line” and “beyond bottom-line” demands and expectations. (Bottom-line quality: meeting concrete demands and expectations, e.g., time, quantity, finances, defect rate, durability, safety and guarantee. Beyond bottom-line quality: meeting emotional expectations and desires, e.g., attitudes, commitment, behaviour, attention, credibility, consistency and loyalty.

HOW DO WE JUDGE PQ? – There can be a vast difference between what a person is capable of doing and what a person actually does. A person’s performance can fluctuate widely in different situations and different people perform differently when they are doing their best. How do we then know the level of our personal quality? Our Actual Performance (AP) level is the indicator. This is nothing but our AP level, an expression of what a person is actually doing in the present situation. It is the quality level of your present performance in a given situation – influenced by both what you expect of yourself and the demands others place on your performance. There is also an Ideal Performance (IP) level which is an expression of a person’s innermost desires, expectations and demands concerning his or her performance. An individual is satisfied most, when his/her AP level is close to the IP level. The gap between your AP and IP levels, is an indication of how much you can improve your personal quality. FACTORS THAT AFFECT OUR AP LEVEL – Our own experience and skills in doing things (highly experienced/skilled or lacking experience/skill), nature of a given task (routine or challenging) time available to do things (we are in Quadrant II or Quadrant I), the AP level of close colleagues, family and friends, your boss, and the people who look up to you. On the other hand, it is expected that your IP level stabilizes at a certain age, beyond which, only strong emotional experiences can cause noticeable changes in the IP level. Examples: a) you arrive late at the airport, miss your plane and have to cancel an important appointment due to which you lose an important order; you feel it’s your fault. b) Carelessness on your part causes an accident at work and one of your colleagues gets hurt. The regret that you weren’t more careful continues to bother you. Such experiences can strengthen your awareness of your IP level and motivate you to change what you expect of yourself, thus changing your IP level. How can we reduce the gap between our AP and IP levels and improve our PQ? The Golden Rules (that TMI has spelt out) can help you improve your AP level and create a greater sense of satisfaction both for yourself and for the people around you. What are the Golden Rules?

Quality starts with the person. A person is a part of a department/company. All persons who individually and collectively excel in personal quality (have a high AP level) lead their company/group to excellence. Here are some Golden Rules, which when followed, help in improving the AP level, and at the same time increase self – esteem and PQ.

  • Set personal quality goals (goals could be pertaining to any work –at the office or home where you decide to do something better than how you are doing it now or used to do before; this could be in terms of correcting something or improving something)
  • Establish quality accounts (i.e., give credits whenever you achieve PQ goals and debits when you do not achieve your personal quality goals)
  • Avoid sloppy mistakes, and do mistake-proof jobs
  • Be a Do/Check person (by which in addition to doing a job, you also check to see You have done it the way it is meant to be, and ensure correctness of work done;
      By being a Do/Check person, you establish a ‘self-control-culture’ where Everyone checks his/her own job. Two basic rules for self-control:

    1. Get others to check their own work – then you don’t have to do it.
    2. Check your own work – then others won’t have to check you.
  • Minimize checking others’ job (this is important, because nobody likes to be Checked, checking increases cost, and last but not least, it does not promote a sense of well-being or effectiveness).
    1. Utilize resources well and regard the next link as a valuable customer.
    2. Be committed, ethical and self-disciplined.
    3. Control stress, exercise, meditate – identify ways to manage stress.
    4. Be ethical, maintain integrity.
    5. Confirm that others are satisfied with your efforts

WHAT’S IN IT FOR YOU?

  • People trust and respect persons with high PQ.
  • Scope for being assigned exciting and challenging jobs increases.
  • People with high PQ accomplish more and promotion prospects increase.
  • Less criticism and improved self-esteem.
  • Improved quality of life.

Characteristics of a Productive Person/Personnel

Looks for better Ideas & Ways for Working; Offers Suggestions for Improvement voluntarily; Dislikes Indiscipline and knows Time Management; Self-motivated, Good Team Member & Leader; Positive Learning and Work Attitude; Listens to better Ideas and Ears are tuned; Believes in Working Smarter than Harder; Does not complain and exceeds Targets; Good Work Habits, Track Record & Person of No Surprises; Puts Interest in the Job & not look for Interesting Jobs; Conscious of Cost and Wastage; Looks, Gathers & Shares Information; Respect for Fellow and Superior Personnel.

Everyone must be aware, that Life is full of Challenges and that there is Pressure for everything. Nothing works without pressure. We must not convert Pressure to Tension (Stress).

Attention on TENSION

The Moment You are in TENSION; You will Lose ATTENTION; Then, You are in Total CONFUSION; And, You will feel IRRITATION; Then, You will Spoil Personal RELATION; Ultimately, You won’t get CO-OPERATION; Then, You will Make Things COMPLICATION; Then, Your BP may Rise COMPLICATION; And, You may have to Take MEDICATION; Instead, Understand the SITUATION; And Try to Think about the SOLUTION; Many Problems will be Solved by DISCUSSION; Which will be better in Your PROFESSION! Don’t think it is Our Free SUGGESTION; it is only for Your PREVENTION – You will Never Again Come to TENSION.

Stress Control-Eight Simple Ways

    Simple Modifications in Posture, Habits, Thoughts & Behaviour helps reduce Stress / Tension.

  • Control Your Anger-Be Conscious on Reason for Anger.
  • Breathe Control-Breathe Slowly & Deeply 3 Times.
  • Slow Down on Speaking-Be less anxious & clearer.
  • Do One Simple Job-A Long pending put-off Activity.
  • Get Some Fresh Air-Go outdoors for 5 minutes.
  • Avoid Hunger &Dehydration-Drink Water & have a Snack.
  • Do A Quick Posture Check-Hold Head & Shoulders Upright.
  • Recharge at End of Day-Do something Rewarding / Relaxing.

Stress Management-Seven Ways of Gita

      Stress Syndrome-ARJUNA; Cure Syndrome-KRISHNA

    • Be Yourself-Focus on Temperament and Act on it
    • Perform Duties-Have No Attachments & accept Results
    • Pranayama-Do regularly for some time
    • Moderation Yoga-Control on Food, Sleep & Recreation
    • Knowledge-Clarity in Thinking towards Reality
    • Faith in the Supreme-Focus on Higher Echelons of Life
    • Prayer & Meditation-Builds Reserves of Peace & Happiness

PRACTICE OF THE ABOVE TENETS REGULARLY LEADS TO: “NO STRESS, NO MESS”.

Magic of WALKING

Walking is the Exercise that needs no Gymnasium; it is the Prescription without Medicine; The Weight control without Diet; The Cosmetic found in no Pharmacy; it is aTranquilizer without Pill; The Therapy without Psycho-Analyst; The Foundation of Youth that is no Legend. Walk is a Vacation that does not cost Anything.

What should be “One’s CREDO”

Think Fresh. Think differently; Think together. Listen to Others; Think, Listen to, and Feel for ‘Customer’; Think Competition-Domestic & International Today’s & Tomorrow’s; Think Quality, Productivity, Cost & Value Addition; Create No Waste. Give More than You Take; Help, Work For & With, Each Other; Aggressively Increase Your Brand, People, Innovations & Ideas EQUITY; Communicate without Fear-Your Views & Ideas are more valuable. Communicate-Do not Gossip; Work Hard, Well and productively; Means are as important as the End; Practice what we Preach.

The above aspects are Cravings to Achieve One’s EXCELLENCE.

MEMORY ASPECTS – TYPES / CLASSIFICATIONS

SENSORY – Bombarding of Senses; SEMANTIC – Language Concepts; EPISODIC – Related to Episodes in Life; KINESTHENICS – Events / Participation Efforts – To Keep MIND Alert – USE IT OR LOSE IT – More Use of IT in Life, Makes us Alert.

Think Positive-Personal Attitude

Say to Yourself Everyday Morning: To-day is going to be Great Day; I can Handle more than I think I can Handle; Things don’t get better by Worrying about Them; I can be Satisfied, if I try to do My Best; There is always Something to be Happy about; I am going to make Someone Happy To-day; Life is Great, Make the most of It; Be an Optimist and not a Pessimist. Determination, Enthusiasm, Confidence & Motivation are the Four Pillars for WILLINGNESS leading to Positive Attitude.

Life is a Balance

To be Effective & Successful, Life has to be balanced between the following:
Respect Other’s Opinions but differ with them, when required; Agree to Disagree; Be Assertive without being Dominating / Submissive; Communicate an unfavorable Truth – Pleasantly & Politely; Develop personal Habits and Likes, but Adjust / co-exist with those of Others; Empathize, not Sympathize; Courageously Speak Out Your Feelings, but Empathetically understand those of Others; Maintain Individuality, but Respect others’ Opinions; Be Tactful, but do not Manipulate; Be concerned (over matters), not worried; Make Credits into Emotional Bank Account of others without the Objective of withdrawing from it. Develop Abundant Mentality & avoid its Scarcity; Commit Mistakes but, Learn from each Mistake; Act, do not React (Be Proactive & not Reactive); Appreciate, do not Flatter; Discuss, Do not Argue; Consider others’ Criticism / Appreciation, but do not get guided by them; Develop Liking to Those Who Dislike You; Synergise, need not Compromise; Develop Patience, but do not Procrastinate.

TEN COMMANDMENTS for SELF

The most damaging I – Avoid It; The most satisfying WE – Use It; The most poisonous EGO – Kill It; The most used LOVE – Value It; The most pleasing SMILE – Keep It; The fastest spreading RUMOUR – Ignore It; The most enviable SUCCESS – Achieve It; The most nefarious JEALOUSY – Distance It; The most powerful KNOWLEDGE – Acquire It; The most essential CONFIDENCE – Trust It.

AGREE to DISAGREE Aspects

“Is Not” to be kept in Mind – Hearing is not Listening; Basics of Good Listening – Clear Mind of Distractions, Concentrate on the Words, Pay Careful Attention to the Non-Verbal Gestures including Voice Tone; Acknowledging is not Agreeing – Use of acknowledgement Phrases to recognize others’ Positions & Feelings without agreeing with them; Acknowledgement is not Yielding – Once others’ Views are acknowledged, it is Self’s turn to present his Point of View.
Always to be Polite & Firm in use of Words & Phrases without hurting the other Person.

LIVING by ‘VALUES’

SIMPLICITY is the BEAUTY of all VALUES; TRUTH is the FOUNDATION of all VALUES; CONTENTMENT is the EMBODIMENT of all VALUES; RESPECT is the DEMONSTRATION of all VALUES; CHEERFULNESS is the EVIDENCE of all VALUES; INTROVERTNESS is the KEY of all VALUES; HUMILITY is the PROTECTOR of all VALUES; SWEETNESS is the FLAVOUR of all VALUES; PATIENCE is the FORTRESS of all VALUES; PURITY is the Mother of all VALUES; COURAGE is the HEART of all VALUES; LOVE is the QUEEN of all VALUES; PEACE is the KING of all VALUES; HONESTY is the GURU of all VALUES – Brahmakumaris.

In order to develop & practice all the above, it is very necessary that the following Attributes are understood and practiced without any inhibitions. The personal Attributes are as under: Three Aspects of KNOWLEDGE, SKILLS & TRAITS with their levels as Competency become important in order to orient towards achieving Excellence. For this purpose, it is important to assess the existing LEVELS of Competency of the different Personnel for the specific types of Jobs being handled by them and help in Improvement to the Desired Levels through Training (Various Modes & Approaches).

KNOWLEDGE – About the Industry & Associated Market; Competitor & commercial Information; Elementary Information of Product & Process; House-keeping-5S Aspects; Safety Aspects; Office Procedures; Government Rules & Regulations; Statutory / Mandatory Regulations.

SKILLS – Technical; Analytical; Behavioral; Hands-on Exposure; Communication; Negotiation; Coordination; Eye for Detail; Etiquettes; People Skills; Goal Orientation & Inter-Personal Relations.

TRAITS – Initiative; Emotional Balance; Willingness; Presence of Mind; Perseverance; Discipline; Adoptability & Adaptability.

With all these, it also becomes important to know the tenets of “HUMAN RELATIONS” which are:
The Seven most Important Words: “I don’t know; I will find out,” – The Six most Important Words: “I Admit I made a Mistake.” – The Five most Important Words: “You did a Good Job”. – The Four most Important Words: “What is your Opinion?” – The Three most Important Words: “If you please.” – The Two most Important Words: “Thank You.” – The One most Important Word: “We.” – The Least Important Word: “I.”

In conclusion, it can be said that the Human Being is a Complex Personality given to respond in different ways based on the various situations HE/SHE faces in daily Life. This gets based on the various aspects highlighted in detail above. However, understanding and practicing the various tenets explained in this write-up, it would be meaningful for each and every one to change to the extent possible towards meeting the expectations of present/future day society in all its various forms as applicable to their situations.

Brief Bio of Author:

Mr.Ranganath is a Post graduate in Physics with Specialization in Electronics and additionally qualified in Advanced Electronics with Radar Technology ; Work study & Management ; Proficience in Reliability Engineering from various institutes of national repute. He has over 45 years’ experience in various capacities both in Private & Govt. Organizations & expertise in SPC, Six Sigma, Value Engg., & Analysis, Establishing & Auditing as per ISO Standards, Development & Management skills etc. He was instrumental in getting US Military & Space Product Qualifications for multi-layer PCBs and in establishing a National Centre of Excellence.

He is a Life Member of various Associations like Institution of Standards Engineers (SEI), Society for Aerospace Quality & Reliability (SAQR), Quality Circle Forum of India (QCFI) & was a member of TQM Forum for Organizational Excellence of CII, Karnataka, bagging the First Best Participant Award. He has been active as a judge & Faculty with QCFI (Bangalore Chapter) in their Quality initiative. He has been a valued Technical Advisory Committee member of IPC India since inception with laudable contribution. He has been helping Industries in establishing QMS, EMS & Quality Improvement Methods through TQM approach as a consultant for the last 10 years.