Chauffeur_Taxi Driver_PHB_8.cdr - eSkill India

Chauffeur/ Taxi Driver

Participant Handbook

Reference ID: ASC/Q9714, Version 1.0, NSQF Level 4

SectorAutomotive

Road Transportation Sub-Sector

Driving Occupation

Chauffeur/Taxi Driver


Disclaimer

The information contained herein has been obtained from sources reliable to Automotive Skills Development Council. Automotive Skills Development Council disclaims all warranties to the accuracy, completeness or adequacy of such information. Automotive Skills Development Council shall have no liability for errors, omissions, or inadequacies, in the information contained herein, or for interpretations thereof. Every effort has been made to trace the owners of the copyright material included in the book. The publishers would be grateful for any omissions brought to their notice for acknowledgements in future editions of the book. No entity in Automotive Skills Development Council shall be responsible for any loss whatsoever, sustained by any person who relies on this material. The material in this publication is copyrighted. No parts of this publication may be reproduced, stored or distributed in any form or by any means either on paper or electronic media, unless authorized by the Automotive Skills Development Council.

Copyright © 2016

Automotive Skills Development Council

ASDC Contact Details:

Address : Sat Paul Mittal Building, 1/6, Siri Institutional Area, Khel Gaon Road, New Delhi - 110049, India

Email : [email protected]

Phone : 011 4186 8090

Published by

All Rights Reserved,

First Edition, March 2016

Printed in India at


Skilling is building a better India.If we have to move India towards

development then Skill Developmentshould be our mission.

Shri Narendra ModiPrime Minister of India

iii


(Automotive Skills Development Council)

iv

'Chauffeur/ Taxi Driver' 'ASC/Q 9714 NSQF Level 4'

AUTOMOTIVE SKILLS DEVELOPMENT COUNCIL


Acknowledgements

The content of this handbook is aligned to the curriculum of QP/NOS Chauffeur/Taxi Driver.

For the development of this handbook, Automotive Skills Development Council (ASDC) would like to acknowledge the contributions made by Tata Motors Ltd., Volvo Eicher Commercial Vehicles Ltd., The Federation of Automobile Dealers Associations (FADA) and Society of Indian Automobile Manufactures (SIAM).

We would also like to acknowledge the contributions of each and every stakeholder/ individual who have contributed directly or indirectly to the ideas presented in this book.

v


Tips

!

TimeStepsKey LearningOutcomes

UnitObjectives

Notes

Exercise Summary

About this Book

Symbols Used

Indian Auto Industry is one of the largest in the world. The industry is expected to contribute 10% to India's GDP as per Automotive Mission Plan 2016-26 and create 65 million additional jobs. This sector has massive potential for jobs throughout the country. In line with the rapid technological advancement in this field, there are exciting prospects for a fulfilling career in this industry.

This book is designed to enable a candidate to acquire skills that are required for employment. The content of this book is completely aligned to the National Occupation Standards QP/NOS and conform to the National Skills Qualification Framework (NSQF).

The Qualification pack of a Chauffeur/Taxi driver, Level 4 includes the following NOS’s which have all been covered across the units:

Assess and ensure road worthiness of the vehicle (ASC/N9703)

Coordinate with control room and reach to the customer pickup point (ASC/N9706)

Drop the customer safely using the quickest route and collect the applicable fare for Taxi Driver (ASC/N9707)

Coordinate schedule and complete the assigned activities (ASC/N9719)

Drop the customer safely using the quickest route for chauffeur (ASC/N9720)

Work effectively in a team (ASC/N0002)

Practice HSE and security related guidelines (ASC/N0012)

Key Learning Objectives for the specific NOS mark the beginning of the unit/s for that NOS. The symbols used in this book are described below.

Happy learning!!

vi

Activity


Table of Content

vii

S.No Modules and Units Page No

1. Introduction 1

Unit 1.1 - Introduction to Automobiles 3

Unit 1.2 - Classification of Automobiles 5

Unit 1.3 - Invention of Automobiles 9

Unit 1.4 - Job Role of Chauffeur/Taxi driver 13

2. Assess and Ensure Road Worthiness of the Vehicle (ASC/N9703) 17

Unit 2.1 - Vehicle road worthiness 19

Unit 2.2 - Basic technical check before the trip 42

Unit 2.3 - Escalation of technical problem 68

3. Coordinate with Control Room and Reach to the Customer Pickup Point (ASC/N9706) 75

Unit 3.1 - Compliance to duty 77

Unit 3.2 - Control room coordination 82

Unit 3.3 - Escalation of problems 84

4. Drop the Customer Safely Using the Quickest Route tnd Collect the Applicable Fare

for Taxi Driver (ASC/N9707) 97

Unit 4.1 - Conformance to standard driving practices 99

Unit 4.2 - Picking and dropping passenger and fare collection 103

Unit 4.3 - Conformance to traffic regulation 112

Unit 4.4 - General conduct on the road 123

5. Coordinate Schedule and Complete the Assigned Activities (ASC/N9719) 131

Unit 5.1 - Compliance to duty 132

Unit 5.2 - Schedule coordination and execution of the tasks 136

Unit 5.3 - Customer Centricity on the Job 144

6. Drop the Customer Safely Using the Quickest Route for Chauffeur (ASC/N9720) 151

Unit 6.1 - Conformance to standard driving practices 153

Unit 6.2 - Picking and dropping passengers 157

Unit 6.3 - Conformance to traffic regulation 163

Unit 6.4 - General conduct on the road 167

7. Work Effectively as Team (ASC/N0002) 171

Unit 7.1 - Interact & communicate effectively with colleagues including member in the own group as well as other groups 173

Unit 7.2 - Organizational Context 188

Unit 7.3 - Technical Knowledge 197


Table of Content

viii

S.No Modules and Units Page No

8. Practice HSE and Security Related Guidelines (ASC/N0012) 203

Unit 8.1 - Performance Criteria for Healthy, Safe & Secure Work Environment 205

Unit 8.2 - Knowledge & Understanding: Healthy, Safe & Secure Work Environment 216

Unit 8.3 - Limit damage to people/client and public 224

Unit 8.4 - Organizational Context 236

Unit 8.5 - Technical Knowledge 248

9. Employability & Entrepreneurship Skills 257

Unit 9.1 - Personal Strengths & Value Systems 261

9 275Unit .2 - Digital Literacy: A Recap

9 279Unit .3 - Money Matters

9 287Unit .4 - Preparing for Employment & Self Employment

9 295Unit .5 - Understanding Entrepreneurship

9 315Unit .6 - Preparing to be an Entrepreneur


ix


x


1

1. Introduction

Unit 1.1 - Introduction to Automobiles

Unit 1.2 - Classification of Automobiles

Unit 1.3 - Invention of Automobiles

Unit 1.4 - Job Role of Chauffeur/Taxi Driver


2

Key Learning OutcomesAt the end of the module, you will be able to:

1. Explain what is an automobile

2. Describe the evolution of automobiles

3. Explain the scope of automotive industry in India

4. Explain the taxi business in India

5. Classify automobiles based on different criteria

6. Describe role and responsibilities of a chauffeur/taxi driver


3

Unit ObjectivesAt the end of this unit, you will be able to:

1. Explain what is an automobile

2. Describe the evolution in automobiles

A wheeled vehicle that is powered by a motor is called an automobile. Automobiles replaced the traditional animal powered transport such as horse drawn carriages. Automobiles are used to transport people and goods from one location to another.

The first car built with an internal combustion engine is the Benz Patent-Motor Wagen in the year 1885. This car ran on petrol.

1.1.1 What is an Automobile?

UNIT 1.1: Introduction To Automobile

Fig 1.1.1 The Benz Patent-Motor wagen

Evolution in Automobiles

Automobiles went through a process of evolution from the very beginning. This is shown in the set of images below which show the early efforts of people trying to build an automobile, to the current day automobile.

1600 1769 1801

A chariot driven by the wind The first vehicle driven by steam power First steam carriage

1893 1911 1928

Three – wheeled phaeton The first electric self-starter car Synchro-mesh transmission vehicle


4

Table 1.1.2 Progress of Automobiles

1940 1949 1960

Sealed beam headlamps became standard: and automatic transmission was mass produced

New high-compression engines were introduced, and bodies acquired bigger areas of glass

Toyota Corolla

1983 1998 2017

Maruti 800 Tata Indica Hyundai Ioniq Electric

Different Names for Automobiles

Automobiles are known by different names like:

Car Ÿ

Motor VehicleŸ

Motor CarŸ

Auto RickshawŸ

Motor WagonŸ

BusŸ

TruckŸ


5


Classify automobiles according to their use and other conditionsŸ

Automobiles can be widely classified into two categories – passenger vehicles and goods vehicles. While passenger vehicles are used to transport people, goods and materials of various kinds.

The chart below shows different types of automobiles.

1.2.1 Broad Classification of Automobiles

UNIT 1.2: Classification Of Automobiles

Flow chart 1.2.1 Classification of vehicles According to what it carries

Automobiles can also be classified in various ways as given below:

1. Automobile Fuel Used

Vehicles can be grouped according to the fuel used and are mentioned below:

a. Petrol vehicle –Station wagons

b. Diesel vehicle –Trucks, Buses

c. Electric Vehicle – Electric Car,

d. CNG vehicle - Cars, Trucks and Buses

1.2.2 Other Classifications of Automobile

Automobiles

Passengervehicles

Goodsvehicles

Lightvehicles

Heavyvehicles

Lightvehicles

Heavyvehicles

Buses CoachesTruck Tractor

TrailerPick-ups

Deluxe AirCondi�oned

Deliveryvan

Lighttruck

Tempo

Threewheelers

Fourwheelers

SingleDeck

DoubleDeck

Minibuses

Bigbuses

Jeep Sta�onwagons

Cars


6

2. Automobile Seating Capacity

Vehicles can be classified based on the number of people it can carry. Vehicles grouped according to capacity are given below:

a. HTV (Heavy Transport Vehicles) – Trucks, Buses, Dumpers etc.

b. LTV (Light Transport Vehicles) – Pick up, Station wagon

c. LMV (Light Motor Vehicles) – Jeep, Cars

d. Medium vehicle – Station wagon, Tempo, Minibus and small trucks

Fig 1.2.2 Vehicles Based on Capacity

3. Type of Drive

Vehicles can also be grouped according to the position of the steering wheel. In India, almost all vehicles currently in the Indian automobile market are Right Hand Drive. Given below are the two types of drives available:

a. Left hand drive – Steering wheel fitted on left hand side of the vehicle

b. Right hand drive – Steering wheel fitted on right hand side of the vehicle

4. Number of Axles in the Automobile

A vehicle axle is a rod around which a vehicle’s wheel moves or rotates. The front wheels of a vehicle will sit on an axle, turning around it as the vehicle moves.

Here the vehicles are grouped according to the number of axles the vehicle has. A vehicle will either have a single axle or multiple axles

Heavy Transport Vehicle Light Motor Vehicle

Medium Vehicle Light Transport Vehicle


7

Fig 1.2.3 Different Types of Axles

5. Automobile Suspension System

Vehicles can be grouped according to the type of suspension used in the vehicle. Given below are the types of suspension available for vehicles:

a. Conventional – Leaf

b. Independent – Coil spring, Torsion bar, Pneumatic

Fig 1.2.4 Leaf Springs and Torsion Springs in a Car

6. Automobile Transmission

A conventional transmission in a car will have a clutch, and gear stick to change gears. A semi-automatic transmission comes only with a gear stick, and doesn’t have a clutch. And an Automatic transmission in a car will not have both the clutch and gear stick to change gears in a car.

a. Conventional – Maruti Suzuki Celerio

b. Semi-automatic – Toyota

c. Automatic – Chevrolet

Transaxle

Engine Rear differential

Rear drive axle

Drive shaft

Front drive axleTransfer case

Single Axle Vehicle Multi- Axle Vehicle

Shackel Leaf Spring

Shock absorbers Rear axle

Upper control arms

Sway bar

Steel strunts

Rear springs

Torsion barfront springs


8

7. Automobile Structure

The structure of a car is classified based on the shape of the car. Given below are the types of cars currently in the Indian Automobile market and an image showing how each type of car looks.

a. Hatchback – Hyundai i10, Tata Nano,

b. Sedan – Swift Desire, Honda City, Tata Tigor

c. MUV/SUV – XUV 500, Toyota Fortuner d. Coupe – Audi RS 5,

e. Convertible - Mercedes SL Class, Mini Cooper

f. Wagon - Ertiga

g. Van – Omni

h. Jeep – Gypsy

Fig 1.2.5 Vehicles based on Structure

Convertible Coupe Crossover

Hatchback Minivan/ Estate Sedan

SUV Truck Multi-purpose Vehicle


9


1. Explain the history behind the invention of the automobile

2. Explain the scope of automotive industry in India

3. Explain taxi business in India and its future scope

UNIT 1.3: Invention of Automobiles

1.3.1 History of the Automobile

The history of the automobile can be separated into parts based on the source of power used. More recent periods focused on developments in the utility of the automobile, its size and exterior styling as well.

The first car produced was powered by an internal combustion engine and was fueled by Hydrogen. This was designed by François Isaac de Rivaz in the year 1808. After this Siegfried Marcus built the first petrol powered combustion engine car in the year 1870. Marcus built the next version of the same car was in the year 1880.

Fig 1.3.1 First Automobile Powered by Hydrogen

The four-stroke petrol engine was patented by an inventor named Nikolaus Otto, and a similar engine was built by Rudolf Diesel, which was powered by diesel fuel. In the year 1885, Karl Benz the inventor made the first petrol powered automobile.

The Ford Motor company produced the Model A automobile in the year 1903. After this it produced the Model T in 1908, which was the first ever mass-produced automobile.

The first electric cars were introduced approximately around 1890 and were quickly replaced by the Model T ford automobiles. This was because; petrol powered automobiles such as the Model T were cheaper and faster.

Interest in electric cars has increased approximately from the year 2000. Various global car manufacturers have begun to make practical electric cars such as the Mahindra Reva.

Hydrogen storage: CGH2 ballon Hydrogen Engine


10

1.3.2 The Automobile Industry in India

The Indian Automotive Industry is a global entity and is responsible for 7.1% of its Gross Domestic Product (GDP). India has the highest number of individuals in the working age – from 20 – 35 years and this means more people are able to buy an automobile using their earnings.

The Government of India has created a “Make in India” initiative. This aims to make all products required by the country’s economy within the country itself. The automobile sector of the country is a large part of this initiative, with the government encouraging automobile manufacturers within the country. The initiative mentioned above is a part of the Auto Mission Plan (AMP) laid down by the government.

Fig 1.3.2 Outline of the Automotive Mission Plan (AMP)

The Initiative mentioned above is part of the Auto Mission Plan (AMP) has a timeline from 2016-2026. In the image given above ACMA means Automotive Component Manufacturers Association of India which represents the Indian Auto Component Industry and SIAM means Society of Indian Automobile Manufacturers which represents leading vehicle and vehicular engine manufacturers in India. The Indian Automotive Industry has great technological capabilities, and is currently able to manufacture close to 97% of all the components needed to make a car.

Market research and surveys have shown that the Indian passenger vehicle market is going to triple in size by the year 2026. This means there is incredible scope for growth in the Indian Automobile Industry or sector.

The Automotive Industry is responsible for giving direct and indirect employment to over 19 Million people in the country. This means there is a lot of scope for job growth in this sector.

Automo�ve Mission Plan 2006-2016

A Missionfor

Development of Indian Automo�ve Industry

Ministry of Heavy Industries & Public EnterprisesGovernment of India

Udyog Bhawan, New Delhi- 110011, Indiawww.dhi.nic.in

Document prepared byGovernment of India

+consulta�on with ACMA & SIAM

Automo�ve Plan 2016

Automo�ve Mission Plan 2016

Automo�ve Industry viewed as“Locomo�ve for Growth”

Will contribute 10% of the Country’s GDPand 30 - 35% of the Industry GDP

Turnover Export Employment

$35 Billionto

$145 billion

$4.1 Billionto

$35 billion+25 million


11

The majority of India’s automobile manufacturing industries are based around three clusters. As of May 2011, these 3 clusters with their market shares, regions and car manufacturing companies are displayed in the table given below.

RegionMarket shareCluster Car manufacturing Companies

NRC32%NorthernGurugram (Haryana: Maruti Suzuki

Noida (UP). Honda Cars

Near Chennai40%SouthernHyundai, Renault, Nissan, Ford and assembly plant of BMW on the outskirts

Maharastra33%Western

Chakan Corridor: Volkswagen, M&M, Tata Motors, General Motors, Skoda, Mercedes, Land Rover, etc.

Aurangabad: Skoda, Audi and Volkswagen.

Gujarat: GM and Tata Nano

The Indian taxi business is very profitable and has gained importance over the past few years. A lot of people who use their cars as taxis have started the taxi business. There is immense potential for new taxi services in India, with companies such as Ola, Uber and Meru being the most important cab operators in the country.

1.3.3 Current Taxi Business in India

Fig 1.3.4 The Most Popular Taxi Services in India

Table 1.3.3 India’s automobile manufacturing industries


12

Given above is a catalogue of the most important taxi services in India, and when the service/company was started, and who started them.

The taxi market in India is a $13 billion market in India. This massive taxi market in the country grows every month by a significant percentage.

Taxi drivers in India have benefitted from the rising trend in the taxi services industry and are able to earn decent salary to support them financially.


13


Describe role and responsibilities of a chauffeur/taxi driverŸ

UNIT 1.4: Job Role of Chauffeur/ Taxi Driver

1.4.1 Definition of a Chauffeur and Taxi driver

A taxi is a motor vehicle which is licensed to transport passengers in exchange for payment of a calculated fee. A person who drives a taxi is a taxi driver.

A Chauffeur is similar to a taxi driver in function, except that the chauffeur will typically drive high end/expensive/luxury vehicles and will focus more on customer service.

Fig 1.4.1 Taxi Driver and Chauffeur

1.4.2 Job Role of Chauffeur/ Taxi Driver

The role and responsibilities of chauffeur/taxi driver are given below, in brief.

Chauffeur/taxi driver transports people from one location to another. The individual should be able to drive for several hours on a regular basis. Also, the taxi driver should be able to handle stressful situations which will include challenging customers.

To ensure the passenger/customer has a great ride, the chauffeur/taxi driver should wear clean clothes or a uniform while driving.

The Chauffeur/taxi driver must keep the vehicle clean and in good working condition, and report to the superior in case the problem with the vehicle can’t be resolved.

Also, he/she should keep documents such as driving license, Registration certificate, and Fitness certificate etc.

Taxi Driver Chauffeur


14

Notes

Summary1. The automobile is a wheeled vehicle powered by a motor and was invented to replace animal powered vehicles

2. Automobiles can be widely grouped into Passenger and Goods vehicles

3. Automobiles today are mostly powered by petrol, diesel and electricity

4. The function of a Chauffeur/Taxi driver is to transport people from one location to another using a vehicle

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Exercise Answer the following:

1. The first model launched by Maruti in India was ____________.

a) 800 b) Esteem c) Omni van d) Gypsy

2. List the different names for an automobiles

_______________________________________________________________________________

_______________________________________________________________________________

_______________________________________________________________________________

_______________________________________________________________________________

_______________________________________________________________________________

3. Tick all the documents you are required to carry while driving

4. List the Roles and responsibilities of a chauffeur/taxi driver?

_______________________________________________________________________________

_______________________________________________________________________________

_______________________________________________________________________________

_______________________________________________________________________________

_______________________________________________________________________________

5. Write short notes on the invention of automobiles.

_______________________________________________________________________________

_______________________________________________________________________________

_______________________________________________________________________________

_______________________________________________________________________________

_______________________________________________________________________________

DocumentsSl. No

Certification of Registration1

Tick (�) documents needed or Mark ‘X’ for those

not needed

Certificate of Insurance2

Driver’s License3

Emission Test Certificate4

Import License5

Vehicle fitness Certificate6


16


17

2. Assess and Ensure Road Worthiness of the Vehicle

Unit 2.1 – Vehicle Road Worthiness

Unit 2.2 – Basic Technical Check Before the Trip

Unit 2.3 – Escalation of Technical Problem

ASC/N9703


18

Key Learning Outcomes

At the end of the module, you will be able to:

1. Understand the CMVR guidelines and local regulations

2. Inspect vehicle service documentation to find any history of technical faults or urgent servicing requirements such as oil and/or filter change

3. Carry out basic technical checks as per vehicle manual checklist/procedure

4. Report existing or probable defects to the service supervisor or senior driver in sufficient detail so they can detect the issue

5. Record deviations observed during the vehicle inspection and during the trip

6. Ensure fuel availability in the vehicle before starting the journey

7. Understand government initiatives to reduce road accidents

8. Conclude about the road worthiness of vehicle in consultation with superiors and if found unfit to decide to use another vehicle

9. Carry-out routine checks and regular servicing help in keeping the vehicle in good working condition

10. Understand company policies which cover road worthiness requirement, fundamental compliance to technical requirements and standards.

11. Understand organizational structure and escalation procedures within the organization


19

At the end of this unit, you will be able to:

1. Check that the vehicle meets basic legal and compliance related requirements as per :

a. The organization guidelines for example - the rule books of STUs

b. CMVR guidelines from MORTH and other guidelines given by Road Transport Authorities such as RTOs

c. All associated safety, security and environmental guidelines

2. Inspect vehicle service record indicative of any history of technical defects or urgent need for servicing such as oil or filter change

3. Note down all deviations observed while executing point 1 and 2

4. Record every associated deviation observed during the trip

Unit Objectives

UNIT 2.1: Vehicle Road Worthiness

Transportation in India is governed by the following

Central Motor Vehicles Rules (CMVR), 1989, issued by Ministry Of Road Transport and Highways (MORTH)

Rules framed by State Transport Undertakings (STUs)

Rules framed by Reginal Transport Office (RTO) or Regional Transport Authority (RTA)

The above rules cover the following

Licensing of drivers of motor vehiclesŸ

Registration of motor vehiclesŸ

Control of transport vehicles (permits to operate)Ÿ

Construction and maintenance of motor vehiclesŸ

Safety Security and Environmental Guidelines Ÿ

Insurance of motor vehiclesŸ

Offences and punishment for violation of rulesŸ

Taxi drivers should follow the above rules without fail

Important information relevant for ‘Taxi Driver’ extracted from the CMRV rules and rules framed by other transport authorities is provided below. Please visit http://www.tn.gov.in/sta/Cmvr1989.pdf to study CMRV rules, 1989 in detail.

(i) Driving License (DL)

The motor vehicles act of 1988 states that no individual without the DL is authorized to drive motor vehicle in public place. A driving license is an official document which permits its holder to operate a vehicle and is issued by the regional transport authority (RTO) of that particular state

2.1.1 CMVR Rules and Local Regulations


20

Taxi driver should possess Commercial Driving License (CDL) to drive a Taxi. CDL certifies that the holder can drive in public palaces and on highways. Commercial Driving License (CDL) is issued one year after LMV (Light Motor Vehicle) license is issued to any individual. Exemption from this rule is given to the applicants who have completed training in government recognized driving schools.

General procedure for obtaining CDL

1. Submit application in the RTA office along with the following documents and pay the stipulated fee

Proof of Address- Any of the following documentsŸ

Passport Ÿ

Aadhaar card Ÿ

Voter ID Ÿ

Ration card Ÿ

Utility bills Ÿ

Proof of Identity- Any of the following documentsŸ

Aadhaar CardŸ

PAN cardŸ

PassportŸ

Birth CertificateŸ

X marks cardŸ

Medical Fitness CertificateŸ

Certificate from Driving School recognized by the governmentŸ

2. Attend Driving Test on the day and time intimated to you by the office

3. CDL will be issued within 21 working days

Sample smart card driving license is shown below.

This card has a small memory chip. Information such as name of the driver, DL Number, Date of issue, License validity, Date of birth, etc., are stored in a small memory chip and also displaced on the card as seen in below image.

Fig 2.1.1 Driving License


21

(ii) Taxi Driver Badge

Taxi driver must have public service vehicle badge for driving a passenger vehicle in India and the taxi driver has to be renew the badge after its validity expires.

Steps to get a Badge number:

Submit an application in RTA or Road Transport Authority along with proof of Identity like Ÿ Aaadhar card and proof of address like Voting card

Pay the fees which are typically from 300-500 Rupees (fees may vary with state)Ÿ

Badge will be issued within 2-3 weeks. Ÿ

Sample Taxi driver badge is shown below

Fig 2.1.2 Typical Driver Badge

(iii) Fitness Certificate (FC):

All vehicles must have a fitness certificate in order to be registered. It is an official document which certifies that a vehicle is fit to drive at public places. This fitness certificate is issued to the Taxi by RTO after checking the taxi for roadworthiness. For a taxi the fitness certificate has to be renewed each year.

Steps to Renew Fitness Certificate

Submit application for renewal in the RTA office attaching copies of the documents given below:Ÿ

Tax token which states that the vehicle tax is paidŸ

Pollution Certificate Ÿ

Valid insurance certificateŸ

RCŸ

Pay fees for the renewal typically ranging from 200-400 INRŸ

Prove road worthiness of the Taxi to the Inspector using a vehicle service record with records of all Ÿmaintenance and service tasks that has been performed over the years. Alternatively take the vehicle to Fitness Testing Centre with all the equipment for testing and produce the OK certificate issued by them in RTA office.

FC is issued by the RTO office within 21 working days (may vary according to state)Ÿ


22

1 2 3 4

Yes

Item Check Fitment

Check make/type/ra�ng, etc. as per original equipment recommenda�ons

Checkcondi�ons

Sparkplug/Suppressor cap/High Tension cable

Checkfunc�oning

Test Remarks

5 6 7

YesHead Lamp

Beams

Beam focus as per

AnnexureVII

YesOther Lights

Also ensure that

unauthorized lights are not fi�ed

YesReflectors

Ensure colour of reflectors

and reflec�ve tapes arc as per rule 104

YesBulbs

Ensure that head light bulbs wall-

age, especially halogen is not

higher than those

indicated in IS 1606 —

1993 and also ensure thas

halogen bulbs with P45t caps are not used in all vehicles

YesRear View

Yes

No

Yes

No

No

No

Yes

Yes

Yes

Yes

Yes

Yes

No

Yes

Yes

No

No

No

No

Check

No

No

No

No —

Inspection Authority checks the following before issuing the Fitness Certificate


23

YesSafety Glass

Laminated windscreen

glass is used for vehicles

manufactured from April,

1996 onwards

Yes Yes No No

YesHorn

Ensure no leakage

YesSilencer

YesDash board

YesWindshield

NoExhaustemission

Pollu�on under

ControlCer�ficate

YesBraking system

As per rule 96(8)

YesSpeedometerAs per

rule 117

YesSteering gear

Check free play as per rule 98 for

vehicles with steering wheel.

No

No

No

No

No

No

No

No

Yes

Yes

Yes

Yes

No

Yes

Yes

Yes

Yes

Yes

Yes

Yes

No

Yes

Yes

Yes

No

No

Yes

Yes

No

Checkfree play

No

No

—

—

—

Table 2.1.3 Courtesy: CMVR guidelines


24

Sample FC is shown below

Fig 2.1.4 Fitness certificate (FC) Example

(iv) Registration Certificate (RC)

The RC is an official document which serves as proof that the vehicle details are recorded by the Government of India. The RC can be obtained from the relevant RTO when the taxi vehicle is purchased, if new. The RC is valid until the Fitness Certificate is valid. The data such as Reg No., engine No,

In the RC shown below Vehicle model, Body type, fuel type, etc., are stored in small memory chip and also displayed on the card as below.


25

Fig 2.1.5 Typical Registration certificate (RC)

(v) Vehicle Insurance

Vehicle Insurance is a contract between an insurance company and taxi driver that the insurance Ÿcompany will reimburse the expenditure for repair of the vehicle and medical expenditure after an accident, on payment of certain amount of money, called premium at regular intervals to the company. Vehicle insurance has to be renewed each year after its validity expires. company. Vehicle insurance has to be renewed each year after its validity expires.

Steps to Buy/Renew Insurance for a transport vehicle:

Submit the application form to the Insurance Company either on paper or online with relevant vehicle Ÿdetails such as make and model etc.

Choose the insurance cover (amount for which the vehicle is insured against) and premium to payŸ

Pay the premium Ÿ

Insurance certificate will be issued on same day / immediately in case of online renewal.Ÿ

Sample Insurance policy is shown below.


26

(vi) Pollution Under Control (PUC) Certificate

Taxi should have Pollution Under Control (PUC) certificate that states that the vehicle meets the emission and pollution control regulations as stated by the government of India (Please Refer PUC Test Limit Criteria Table below). The PUC for a taxi has to be renewed after 6 or 3 months depending on the state Norms.

Fig 2.1.6 Insurance Certificate (IC)


27

4 wheelers manufactured according to Pre Bharat Stage II Norms

3 1500

0.5 750

0.3 200

Table 2.1.7 PUC Test Limit Criteria

TYPE OF VEHICLE % OF CARBONMONOXIDEHYDROCARBON MEASURED IN PPM

Below table shows PUC test limit criteria for four wheeler vehicle

4 wheelers manufactured according to Pre Bharat Stage II, Stage III or

subsequent norms

4 wheelers manufactured according to Bharat Stage IV vehicle

Sample PUC certificate is shown below.

Fig 2.1.8 Pollution under control (PUC)

(vii) Road worthiness of the vehicle

Vehicle Road worthiness indicates the ability of the vehicle to meet acceptable standards for safe driving on roads in term of performance of different aggregates (Gearbox, Brake, engine etc) body condition, tyre condition, proper working of other safety parameter (Seat Belt, Wipers, all lights etc).

As the pie chart below, a large part of road accidents (around 2.8%) is caused by defective mechanism of vehicles as on year 2014.


28

It is the responsibility of the Taxi Driver to make sure that the Taxi is road worthy all the time by checking the taxi as per the checklist provided by the agency which may be similar to what is shown below.

Tick ‘Yes’ or ‘No’

Rearview mirrors

Check the availability/adequacy/defects and condi�on of:

Yes NOSl. No

1

Safety belts 2

Windshield wiper blades and fluid 3

Horn 4

Head light adjustment5

Brakes 6

Emergency brake 7

Turn/directional signals 8

Tires tread and pressure 9

Oil and coolant levels 10

Brake lights 11

Fig 2.1.9 Major Causes of Accidents

Defec�ve Mechanism of vehicles - 2.8%

Reckless Driving - 41.5%

Driving Under the influence of Alcohol/Drugs - 2.6% �

Overspeeding - 47.9%

Poor Weather Condi�ons - 5.3%


29

Taillights 12

License plate light 13

Muffler system 14

Fire extinguisher 15

Windshield, with no cracks?16

Few tips for checking some of the above are provided below.

1. Seat belts

Seat belts are used to secure the driver and passenger during accidents. The frequent usage of seat belt can minimize its efficiency. A faulty seat belt put you at risk. So it is very important to check the seat belt condition before start the trip. Tug on the seat belt slowly and then quickly to check the efficiency it. Change the seat belts immediately if any problems found. Do not start your ride with faulty seat belts.

2. Mirrors

It is essential to check all the mirrors both inside and outside the cab, so that the driver will be able to monitor the traffic conditions around the vehicle without any interruptions. Check for any cracks, positions of the both side mirrors and inside rear view mirror to avoid the accident. Make sure the mirrors are hanged firmly.

3. Windows

Checking the functioning of the windows is one of the important activity during the vehicle maintenance. Damaged windows could be the possible cause of an accident. Using laminated glass for windows can prevents the windows from shattering into several sharp pieces which can save the driver and passengers from injuries.

4. Tyres

Check the air pressure of the tires and tread according to the manual or tire pressure chart provided by the manufacturer. If the tread is worn beyond the indicator mark then it should be replaced. Tyres with proper air pressure will give good road grip and steering control. It also increases the vehicle mileage.

5. Oil and Brake fluid

Four-wheeler engine is more dependent upon the engine oil; Engine oil reduces the friction of engine and helps to run the engine smoothly. It is necessary to check the level of engine oil on a regular basis (i.e. after 20,000-30,000 miles or after 2 years), whichever is earlier.

Brake oil helps to make the brake system works properly. It is essential to check the level of brake oil in the vehicle periodically. Check the brake oil level in the brake oil reservoir which is located inside the bonnet. The oil level is supposed to fall between minimum and maximum level. If the oil level fall below the prescribed level replace the oil immediately

6. Head Lights

Lighting systems play a critical role in safe driving. It is mandatory to check the head lights, hazard lights, tail lights, parking lights and number plate lights are working in good conditions before start the drive. The vehicle lighting system should be in compliance with the local motor vehicle law.


30

Vehicle Service Record

It is also essential to make sure that servicing of the Taxi is performed according to the OEM service manual. Taxi should be left for free servicing as per the schedule indicated by the OEM without fail. Record of the vehicle services should be maintained meticulously so that the Taxi is always roadworthy. Every organization has different formats to record the vehicles. It can either be a hard copy or on line in the form of excel or spreadsheet. The minimum information in the vehicle service record is indicated in the table below.

Sl. No Details of Service Date of servicing Parts replaced ExpenditureDate for next servicing

Even when a new Taxi is allotted, Taxi Driver should study the vehicle services record to ensure that any imminent servicing is done to ensure road worthiness.

Defects found during the trip

Even after you have checked the car before starting the trip it is always possible that the car may occasionally develop a problem during the trip. You may solve with your knowledge or in consultation with senior drivers or using the aid of local mechanics. Maintain records of all the defects and remedies deployed so that you will be able to provide detailed feedback on the car to ensure that all possible actions are initiated by the agency to ensure that the problems are not repeated thereby increasing the road worthiness of the vehicle and the reputation of yourself and the organization you are working for.

Initiative taken by government of India

In this context it is apt to know the initiatives taken by the Government of India/Judiciary to eliminate unfit vehicles from plying on the roads. Given below are a few of the measures under implementation/proposal:

Ban on automobiles older than 15 years based on the request from Society of Indian Automobile ŸManufacturers (SIAM)

Ban on movement of diesel vehicles which have been manufactured before 10 years as proposed by ŸNational Green Tribunal (NGT),providing compensations to the owner up to 1.5 lakhs to the owners, creating centers to scrap vehicles over 10 years of age

Make PUC compulsory for all diesel vehicles over 10 years of age in the National Capital RegionŸ

Sale and registration of Bharat Stage (BS)-III emission norm-compliant vehicles from April 1 2017. All Ÿvehicles which have been manufactured from April 01 2017 should adhere to the BS-IV norms.

Remove all vehicles which were manufactured before 10 years off Indian roadsŸ

(viii) Compliance to Traffic Rules and Regulations

A chauffeur/taxi driver must understand and follow the traffic rules, safe driving norms, regulations and various traffic signs enumerated in the rued farmed by various transport authorities. Taxi Driver should also know the latest amendments in rules and the fines for violating rules. Taxi driver should also be aware of the restrictions imposed on travel through certain routes announced by the traffic authorities like one way, no turn, road blocked for repair etc. to ensure that he complies with the rules and regulations.


31

Fig 2.1.10 Traffic Control

The first and most important aspect related to taxi driving is understanding the significance of traffic lights. The following table has the significance of each color of the traffic light and the action when that particular color is displayed.

Red color indicates that vehicles have to stop movement

Descrip�on Descrip�onSign

Slow down and stop the vehicle before the stop line.

The amber indicates signal change from green to red

and vice versa. This gives time to vehicles to clear the road when the signal is changing

from green to red.

If caught in the Amber signal in the middle of a large road crossing do not accelerate

your car in panic but move ahead with care.


32

Green light indicates that vehicles have to move

Look around, if safe, move smoothly.

Table 2.1.11 Traffic Signals

Steady green arrow signalMove in the direction

indicated by the arrows.

Flashing Red signalStop completely and give the

other commuters their right of way.

Flashing amber signalSlow down and

proceed with caution

Taxi driver should also be familiar with all the road signs. The significance of each sign and the action necessary when you come across the sign are covered in detail in chapter 4.

(ix) Type Approval of Passenger cars

To make sure of the safety of the driver, passengers and the public and to minimize damage to the environment all the passenger cars are subject to type approval before they are produced in large numbers. Items/aggregates and systems checked in a motor car along with the applicable rule are provided in the figure given below. Please visit web site http://www.tn.gov.in/sta/Cmvr1989.pdf for detailed information


33

Fig 2.1.12 Regulatory requirements for passenger vehicles as per CMVR, 1989

Indian Type Approval of Passenger CarsAs per central Motor Vehicle Rules (CMVR), 1989

1Pass by Noise/Silencers:CMV Rule-120, IS: 3028

2 Emissions: CMV Rule - 115

3Fuel Consump�on: CMV Rule – 124-31 Carbon Balance method

4 Exhaust gases: CMV Rule-112

ENVIRONMENT

5 Exhaust pipe loca�on CMV Rule - 113

6 Steering Gear: CMV Rule – 98, IS:11948

PASSIVE SAETY

Horn Performance CMV Rule – 119, IS: 18847

Horn Installa�on: CMV Rule – 119, AIS: 0148

Drivers Field of Vision:CMV Rule 124-34, AIS: 021

9

Speedometer: CMV Rule: 117, IS:1182710

Rear View mirror performance:CMV Rule-125, AIS: 001

11

Rear View mirror installa�on:CMV Rule – 125, AIS 002

12

Tyres Performance: CMV Rule-96, AIS: 04413

Tyres Installa�on: CMV Rules- 95, AIS: 05114

Condi�on of Tyres: CMV Rule 9415

Size & ply ra�ng of tyres: CMVR - 9516

Brakes Fitment: CMV Rule - 9617

High Speed Brake Requirements:CMV Rule – 96B

18

Brakes Requirements (ABS- Op�onal): CMV Rule-96, IS: 11852

19

Ligh�ng/Signalling Installa�on:CMV Rule – 124-20, AIS: 008

20

Ligh�ng/Signalling Performance:CMV Rule – 124-20, AIS: 012

21

Hydraulic Brake Hose:CMV Rule-124-2, IS:7079

22

Hydraulic Brake Fluid:CMV Rule- 124-3, IS:8654

23

Wheel Rims: CMV Rule – 124-8, IS:943624

Wheel nut, disc & Hub caps:CMV Rule – 124-14, IS: 13941

25

Hood Latch: CMV Rule – 124-17, IS:1422626

Tell Tale Symbols and Controls: CMV Rule – 124-19, SS:12.1

27

Acc. Control system:CMV Rule – 124-15, IS:12.14283

28

Windscreen Wiper: CMV Rule- 101 AIS: 01929

Wheel Guards: CMV Rule – 124-13, IS: 1394330

Bumpers: CMV Rule – 124-41, AIS: 00631

Arrangement of Floor Controls:CMV Rule- 124-45, AIS: 035

32

Gradeability: CMV Rule- 124-23, AIS: 00333

EMI: CMV Rule-124-21, AIS: 00433

Pass by Noise/Silencers:CMV Rule-120, IS: 3028

PASSIVE SAFETY

35

Safety Belt, Anchorages:CMV Rule-125, AIS:015

36

Seats, their Anchorages and Head Restraints: CMV Rule-125,AIS:016

37

Exterior Projec�ons:CMV Rule-124-111S:13942

38

Fuel Tank – Non Plas�c:CMV Rule-124-7,IS:12056

39

Interior Fi�ngs: CMV Rule-138-a,IS:1522340

Safety Glass: CMV Rule-100,IS:255341

Steering impact GVWup to 1.5t:CMV Rule-124-5,IS:11939

42

Side door impact: CMV Rule-124-6,IS:1200943

Door Locks &reten�on components:CMV Rule-124-16,IS:14225

44

Fuel Tank Plas�c:S.O.1431 dt 20th Aug 2007,IS:15547

45

Reflectors: CMV Rule-104,AIS:057

LIGHTING EQUIPMENT

46

Signaling devices, direc�on indicators & stop lights CMVR -102

48

Automobile Lamps: CMV Rule-124-1 AIS:03447

Posi�on of the indicator: MV Rule-10349

Headlamp height: CMV Rule -105,IS:841550

Deflec�on of lights: CMV Rule-10651

Use of red or white light: CMVR-10852

Parking light: CMV Rule-10953

Prohibi�on of spotlights: CMV Rule-11154

Warning Triangles: CMV Rule – 138 AIS: 022

OTHER REQUIREMENTS

1

Overall Dimensions: CMV Rule - 932

Forward & Backward Mo�on: CMV Rule - 993

Embossment of Chassis & EngineNo. & Date of Manufacture. CMV Rule - 122

4


34

The motor vehicle act, 1988, CMVR, 1989 and SMV Rules are the legal instruments for the conduct of road traffic in India. Below table shows list of common offences and the consequent penalties.

I. Offences related to Documents

2.1.2 Traffic Violations and Fines in India

Driving without carrying a valid DL

Offences Sec�on Penalty/SentenceSl. No

1

Permitting your vehicle to be driven by an individual who does not hold a Valid Driving License.

2

3 r/w 181 Motor Vehicle Act

INR 5000 or imprisonment for up to 3 months


INR 5000 or imprisonment for up to 3 months

Not carrying the required documents as specified in Motor Vehicle Act while driving.

3130(3) r/w 177 Motor Vehicle Act

INR 500

Driving without a Valid Auto Insurance.4130 r/w 177 Motor Vehicle Act

INR 2000

Driving without a Valid Permit.5130 r/w 177 Motor Vehicle Act

Up to INR 5000 and no less than INR 2000

Driving without Valid Vehicle Fitness Certificate.


Up to INR 5000 and no less than INR 2000

Vehicle without RC Book (Registration Certificate)


INR 2000

Driving by a minor (aged below 18).14 r/w 181 Motor Vehicle Act

INR 500

ii. Offences related to Driving


Letting an unlicensed fellow to drive.25 r/w 180 Motor Vehicle Act

INR 1000

Driving bikes/ two wheelers without wearing a helmet.

3129 r/w177 Motor Vehicle Act

INR 100

Driving without fastening the seat BELTS.4 138(3) CMVR INR 100


35

Rough/ Reckless/ Negligent Driving5177 Motor Vehicle Act

INR 100

Hazardous or hasty (over the speed limit) driving

6184 Motor Vehicle Act

INR 1000 and/ or imprisonment up to 6 months

Not driving in the proper lane.7112-183 Motor Vehicle Act

Court Challan

Driving in the center and not keeping to left side of the road.


INR 100

Driving against One Way.92 RRR r/w 177 Motor Vehicle Act

INR 100

Reversing without due caution and care.1017 (i) RRR 177 Motor Vehicle Act

INR 100

Taking “U” turn during forbidden hours.11 MMVR 233 INR 100

Not taking adequate care while taking a “Turn”.


INR 100

Failing to slow down at intersection/ junction.13 12 RRR INR 100

Not carrying on left of traffic island.14177 Motor Vehicle Act

INR 100

Carrying people on Footboard.15 3 RRR INR 100

Carrying people to the point that it causes inconvenience (be it for rearview visibility or gear shifting) to the driver.


INR 100

Driving on Footpath17RRR 177 Motor Vehicle Act

INR 100

Stopping at pedestrian from crossing or crossing a Stop Line (Zebra Cross).

18RRR 177 Motor Vehicle Act

INR 100


36


iii. Offences related to Road Marking

Violating the Yellow Line.1119/177 Motor Vehicle Act

INR 100

Violating the Stop Line.2113(1)/177 DMVR

INR 100

Violating the Mandatory Signs.3119/177 Motor Vehicle Act

INR 100

iv. Offences related to Vehicle Number Plates:

Use of Offensive Number Plate for vehicle used in driving.

1CMVR 105 (2) (ii)

INR 100


Displaying 'Applied For'.2177 Motor Vehicle Act

INR 4500


v. Offences related to Vehicle Lights:

Improper use of headlights and/ or tail light for your vehicle used in driving.

1CMVR 105 (2) (ii)

INR 100

Using a High Beam when it is not needed.2177 Motor Vehicle Act

INR 100


vi. Offences related to Horn

Driving without a Horn.1119(1)/177 CMVR

INR 100

Improper usage of horn when you drive.2CMVR 105 (2) (ii)

INR 100


37


vii. Offences related to Traffic Police

Disobeying a Traffic Police Officer in uniform.1119 Motor Vehicle Act

INR 100

Driving against Police Signal.2 22 (a) RRR INR 100

Not complying with the manual Traffic Signal.3177 Motor Vehicle Act

INR 100


viii. Offences related to Traffic Signal:

Not complying with the Traffic signal / Sign Board.

1 22 (b) RRR INR 100

Failing to give the appropriate Signal.2 239 MMVR INR 100

Signal Jumping.3177 Motor Vehicle Act

INR 100


ix. Offences related to Speed & Overtaking:

Driving above the permitted Speed Limits by the Traffic Police.

1112 - 183 Motor Vehicle Act

Up to INR 1000

Abetment for Going over the Speed Limit.2112/ 183 (2) Motor Vehicle Act

INR 300

Overtaking hazardously.36 (a) RRR r/w 177 Motor Vehicle Act

INR 100

Failing to deliberate way to sanction Overtaking.

4 7 RRR INR 100

Overtaking from the Wrong Side.5 INR 100177 Motor Vehicle Act


38


x. Offences related to Driving:

Purposely disobeying Lawful Directions.1132/179 Motor Vehicle Act

INR 500

Driving under influence of Alcohol and/ or Drugs.


INR 2000 and/ or imprisonment for up to 6 months

Using Mobile Phone while Driving.3184 Motor Vehicle Act

Up to INR 1000

Leaving a vehicle in untenanted engine.4126-177 Motor Vehicle Act

INR 100

Leaving vehicle in a dangerous position.5122 177 Motor Vehicle Act

INR 100

In case of an accident involving a minor.6184 Motor Vehicle Act

INR 1000

Playing music while Driving.7102/ 177 Motor Vehicle Act

INR 100

Driving without a fixed Silencer.8120/190 (2)/177 CMVR

INR 100

Driving when emotionally, mentally and/ or physically unfit.


Court Challan


xi. Offences related to Towing of Automobiles:

Car, Jeep, Cab, Auto Rickshaw1RRR 177 Motor Vehicles Act

INR 200


39


xii. Offences related to Pollution:

Smoking in Public Transport is strictly prohibited.

186 (1) (5)/ 177 DMVR

INR 100

Pollution Not Under Control.299 (1) (a)/ 177 DMVR

INR 100

Using multi-toned and/ or shrill horn.3 119 CMVR INR 500

Blowing Pressure Horn.4190 (2) Motor Vehicle Act

INR 100

Silencer and/ or muffler making a huge noise.596 (1)/ 177 DMVR

INR 500

Smoky Exhaust (against specifications).6 CMVR 120 INR 500

Use of horn in Silence Zone.7190 (2) Motor Vehicle Act

INR 100


xiii. Offences related to Motor Vehicles:

When motor vehicle is out of state for more than 12 months.

147 - 177 Motor Vehicles Act

INR 100

Without Wiper2CMVR 101 5,12 177 Motor Vehicles Act

INR 100

Without Side Mirror35, 7/177 Motor Vehicles Act

INR 100

Vehicles that are fitted with tint/ dark glasses or sun films.

4100 CMVR 177 Motor Vehicles Act

INR 100

Driving without proper or valid number plate or illuminating the number plate at the back.

5236 MMVR 177 Motor Vehicles Act

INR 100

40


xiv. Offences related to Commercial Vehicles:

Transporting people hazardously or carrying people in goods carrier vehicles.

1MMVR 108 177 Motor Vehicle Act

INR 100

Misconduct by Taxi or TSR Driver.211(3)/ 177 DMVR

INR 100

Over Charging by Taxi or TSR Driver311(8)/ 177 DMVR

INR 100

Charging without having a Meter.411(8)/ 177 DMVR

INR 100

Refusal by Taxi or TSR Driver.511(9)/ 177 DMVR

INR 100

Any kind of misbehaviour with commuters, not wearing the uniform or not showing the badge.

6MMVR 21 (18) 177 Motor Vehicle Act

INR 100

Usage of Coloured/ Tinted light on the vehicle

797 (2)/ 177 DMVR

INR 100

Driving without Khaki Uniform.6 7/ 177 DMVR INR 100

Driver without wearing a Badge.722 (1)/ 177 DMVR

INR 100


xv. Offences related to Parking:

Parking in the same direction of the flow of traffic.

122 (a) RRR 177 Motor Vehicle Act

INR 100

Parking away from walkway towards road.215 (2) RRR 177 Motor Vehicle Act

INR 100

Parking causing Obstruction to other vehicles and people.

315 (2) RRR 177 Motor Vehicle Act

INR 100

41

Parking on a Bridge.515 (2) (i) RRR 177 Motor Vehicle Act

INR 100

Parking in ‘No Parking’ Zone.615 (2) RRR 177 Motor Vehicle Act

INR 100

Parking the vehicle on Walkways.715(2) (ii) RRR 177 Motor Vehicle Act

INR 100

Parking in front of any gate.815 (2) (viii) RRR 177 Motor Vehicle Act

INR 100

Any kind of obstruction caused due to the way you have parked your vehicle.

915(1) RRR 177 Motor Vehicle Act

INR 100

Parking within 15 meters on either side of a Bus Stop, causing inconvenience to those waiting for bus as well as bus drivers.

415 (2) RRR 177 Motor Vehicle Act

INR 100

42


1. List various models of cars and explain the technical features available

2. Supervise and make sure all basic technical checks have been conducted according to standard organization or vehicle manual procedure/checklist

3. Explain trouble shooting to solve defects in vehicles/situations

4. Check if the vehicle has adequate fuel/charge before starting the journey

5. Understand the purpose and use of tools present in the tool kit

Unit Objectives

UNIT 2.2: Basic Technical Check Before the Trip

2.2.1 Vehicle Models and Its Technical Features

Fig 2.2.1 Vehicle Models

Taxi driver/chauffeur may have to drive any of the car models in market. As such, he should know the features of all the models well before performing the technical checkup before the trip. This can done either by studying the manuals provided by the OEM or through driving schools or by discussing with senior who may also demonstrate the features.

Some of the important models of cars are shown below and the technical features available in a majority of them are described below.

Convertible Coupe Crossover

Hatchback Minivan/ Estate Sedan

SUV Truck Multi-purpose Vehicle

43

Technical Features

The vehicle models that are being manufactured currently will have one, a few or all of the functionalities given below:

1. Cruise Control

2. Antilock Braking System

3. Electronic Stability Control

4. Crash Avoidance Technology

5. Parking Assistance

6. Steering Lock System

7. Working of Push Button Ignition

8. Lane departure and frontal collision warning system

1. Cruise Control

Description and Function

Cruise control is also known as speed control/auto cruise.Ÿ

This system controls the speed of a motor vehicle automatically by taking over vehicle throttle to Ÿmaintain an unchanging speed set by the driver.

All cruise control systems should be capable of being switched off both automatically and manually Ÿwhen the driver steps on the brake, and even in some cases, the clutch as well.

Cruise control will commonly include a memory feature to continue the set speed after braking, and a Ÿ“coast feature” to decrease the actual speed without braking.

Cruise Control is mainly useful when driving in top gear throughout the drive duration on highways or Ÿmotorways

Operation:

The driver should accelerate the vehicle up to desired speed manually and utilize a specified button to set the cruise control to the current speed.

Fig 2.2.2 Cruise Control Dashboard Lamp and Dashboard Button

44

Fig 2.2.3 Anti-Lock Braking System

Advantages:

During long drives this feature which minimizes driver fatigue and enhances driver comfort Ÿ

It will ensure that the diver is within the specified speed limits Ÿ

Limitations:

Cruise control gets turned off when braking, which happens during turningŸ

Cannot be used for uneven roads or terrain that require braking, which switches off cruise controlŸ

This cannot be used in wet weather or rainy conditions as road grip is low in these conditions making Ÿcruise control unsafe

2. Anti-Lock Braking System


An anti-lock braking system (ABS) is a safety system that lets the wheels on a motor vehicle to go on Ÿrotating under a set speed even during full braking by the driver. This prevents the vehicle wheels from locking into position due to braking, which avoids skidding.

ABS generally provides enhanced vehicle control and reduces stopping distances on dry, wet, and Ÿslippery surfaces/roads for drivers.

ABS regulates the brake line pressure independent of the pedal force, regulating the wheel speed to a Ÿlevel needed for optimal braking performance.

Automatically alters the brake fluid pressure at every wheel to retain ideal brake performance.Ÿ

ABS engages the unwanted breaking shockwaves and regulates the reaction forces thus allowing the Ÿwheel to continue turning under maximum braking pressure.

Now ABS is being combined with Electronic brake force distribution (EBD) System. Simply put, EBD is a Ÿsystem wherein the amount of braking force on each wheel of the car can be varied taking factors such as load bearing on each wheel, condition of the road, speed of the vehicle and so on.

Braking Point

With ABS

Without ABS

45

Operation:

Turn on off using the ABS switch or knob Ÿ

Advantages:

Enables Drivers to maintain steering control while braking therefore helping maintain vehicle Ÿdirection while driving.

It is Safe and effective.Ÿ

ABS absorbs the unwanted breaking shockwaves and regulates the reaction forces thus allowing the Ÿwheel to continue turning under maximum braking pressure.

3. Electronic Stability Control


Electronic stability control (ESC), is also identified as electronic stability program (ESP) or dynamic Ÿstability control (DSC).

It is an electronic technology that enhances vehicle safety and stability by identifying and minimizing Ÿloss of traction or skidding.

When ESC senses loss of steering control, it automatically activates the brakes to aid in "steering" the Ÿvehicle where the driver wants to go.

Braking is applied automatically to every wheel, for example the outer front wheel to counteract over Ÿsteer or the inner rear wheel to counteract under steer.

Using several intelligent sensors, ESC instantly detects when a vehicle has moved away from the Ÿdriver's steered direction and lost control of the vehicle.

ESC steadies the vehicle by braking individual wheels and decreasing engine torque to return it to Ÿcourse.

ESC uses parts of ABS along with traction control together to stabilize the vehicle. But independently ŸABS and traction control only work in the driving direction.

ESC also helps the driver control sideways movements which create unsteadiness. This makes ESC a Ÿcomplete system controlling all vehicle movement.

Some ESC systems also minimize engine power until control is recovered. ESC does not enhance a Ÿvehicle's cornering performance; instead, it aids in reducing the loss of control.

Operation

Switch on and off using the ECS switch or knob

Advantage

Refer the illustration below

46

Fig 2.2.4 Electronic Stability Control

4. Crash Avoidance Technology


A collision avoidance system is an automobile safety system aimed at reducing the intensity of a Ÿcollision.

It is also called a collision mitigating system forward collision warning system or pre-crash system.Ÿ

It employs radar and sometimes camera and laser sensors to sense an impending crash. Radar is Ÿsuitable for every kind of weather conditions and camera and laser sensors are ineffective when there is rough weather.

After detection, such systems will either warn the driver when there is an impending collision or take Ÿaction on its own without any driver input in the form of braking, steering or both.

Collision avoidance by braking is appropriate at low vehicle speeds such as below 50 km/hr., while Ÿcollision avoidance using steering is suitable at faster vehicle speeds.

Operation

• Switch on and off the Crash Avoidance knob or switch

Advantages

Refer the illustration below

Fig 2.2.5 Forward collision mitigation system

47

5. Parking Assistance


This is Intelligent Parking Assist System (IPAS), also called as the Advanced Parking Guidance System (APGS).

The technology helps drivers to park their vehicle. The vehicles are fitted with the IPAS, through dashboard screen and button controls

Advanced system versions support parallel or reverse parking.Ÿ

The reverse parking process is almost similar to the parallel parking procedure. The driver has to Ÿapproach the parking space, and move forward and turn, which will position the vehicle in place for reversing into the target parking spot.

Shifting to reverse will automatically switch on the reverse parking camera system.Ÿ

After inspecting the parking space and starting the reverse parking process, the same exact parking Ÿprocess will go ahead as the vehicle reverse parks into the target location.

The design of the system is such that if the driver touches the steering wheel or presses the brake Ÿfirmly, the automatic parking will stop.

PerpendicularParking Mode

LeavingParking Area

ParallelParking Mode

Operation

Turn on or off Parking Assistance function knob or push button. Ÿ

AdvantagesŸ

The vehicle can steer itself into a parking space with minimal input from the user.

Functions:

6. Steering Lock System


Fig 2.2.6 Parking Assistance

48

Modern vehicles are set up most of the time with a steering lock which acts as an anti-theft device. It is Ÿusually fitted to the steering column right below the steering wheel. The lock is connected to the ignition switch and locked and unlocked either electronically from the vehicles electronic control unit, or by a mechanical ignition key.

This is a theft prevention system that locks the steering wheel by locking the main steering shaft to the Ÿtube column when the key is removed.

The function of the lock is to protect your ignition switch along with the steering column being used Ÿby unwanted people.

Fig 2.2.7 Steering Lock Use in Vehicles

Operation

Wedge the forks of the steering lock against the inside of the vehicle steering wheel and insert and Ÿturn the key to lock.

Advantages

It adds an extra level of security to your car apart from just locking the doorsŸ

Limitations

It is useful only when parking the car for long durations, such as overnight and moreŸ

It takes up considerable time to lock and unlock as compared to just locking the car doors.Ÿ

7. Push Button Ignition


Some vehicles have keyless, push-button ignition. Here, a key fob which is electronic in nature is Ÿdetected by the vehicle to enable driving and use of power accessories.

The electronic key fob is mostly an oval shaped key which has a transmitter. It sends a unique signal to Ÿthe vehicle dashboard to automatically unlock the car.

This fob can be kept in the driver’s clothing pocket or bag. And in this case the ignition switch is a Ÿsimple button on the dashboard.

49

Fig 2.2.8 Operation of Push Button Ignition

Start Stop Button

Indicator light

Push button startPush button start

Indicator light

Key

Press once: lock | Press twice: Outside mirrors fold in.

Press once: Unlock driver’s door | Press twice: Unlock all doors and unfold mirrors.

Press and hold to unlock trunk.

Press and hold for panic; press any bu�on to turn off panic

Press to remove mechanical key.

Mechanical key can be used on the driver’s door, trunk and valet lockout.

Operation

After you get into the vehicle, you should press the brake pedal, after which you should press the Ÿengine start/stop button continuously until the engine switches on. To turn off the vehicle, check that the vehicle is in parked gear, then press the engine start/stop button continuously until the engine turns off.

Check that the vehicle engine is completely turned off getting out of the vehicle. This minimizes the Ÿdanger of Carbon Monoxide poisoning once you park the vehicle with the engine running in a closed space.

Like all other cars, apply the parking post turning off the engine to remove the risk of letting the Ÿvehicle roll away.

Advantages

The function of this system is to just turn the car on and off, making it a simple operation of pressing a button

8. Lane Departure Warning Systems


A lane departure warning system is a device used to warn the driver when the vehicle starts to travel Ÿoutside its lane without a turn signal in that direction being on. This is meant for use on highways and main roads.

Within this, two major kinds of devices exist:

There are systems which warn the driver if the vehicle is wandering from its lane which is also called Ÿthe lane departure warning (LDW) in terms of visual, audio, along with vibration warnings.

There are also systems which are proactive. These will warn the driver and, when there is inaction Ÿfrom the driver’s part, it automatically takes steps to keep the vehicle in its lane (lane keeping system, LKS)

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Operation

Switch on and off the Lane Departure waring system knob or switch

Advantages

It ensures that the operator does not deviate from the lane either passively or actively

A set of ring spanners – to open a nut. It is mostly used

in confined spaces.

Two ended screwdriver – To open screws.

A set of double end set spanners – To open nut bolt.

Spark plug socket wrench –To remove/ tighten spark plug.

Small hammer – To nail.Pliers – To hold and bend hot materials.

Below table shows basic tool to be used while performing technical checks on the vehicle.

2.2.2 Tool Kit

Fig 2.2.9 Lane Keeping System, LKS

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Jack with handle – To lift heavy vehicles so that maintenance work can be carried out

Wheel brace - Lug nuts on automobile wheels can be

loosen or tighten by wheel brace

Table 2.2.10 Tool Kit

The taxi driver should be aware of the vehicle dashboard signs and controls. Important functions of a car will usually be indicated on the dashboard of a vehicle such as a car.

Given below is a list of dashboard indications that will help a driver detect an issue with the vehicle:

2.2.3 Dashboard Visual Indicators

Indicates speed in kmph.

Func�on PictureDevice

Speedometer

Records overall distance travelled by the vehicle.

Odometer

Records distance traveled in a trip and it can be reset by pressing a knob. Some vehicles will come with a

maximum of 3 trip meters.

Trip Meter

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Indicates speed of the engine in RPM (Revolutions per

Minute)– this aids the driver in saving fuel. It also indicates

when to switch gears according to the relevant rpm.

Tachometer

Indicates the volume of fuel remaining in the vehicle fuel

tank. This can be measured and displayed either digitally

or in analogue form.

Fuel Gauge

Indicates engine coolant temperature. In case engine

temperature goes up it is indicated by needle

going towards H mark or temperature lamp lights up.

Temperature Gauge

Indicates insufficient oil pressure. If this lamp comes

on, switch off the engine immediately as it

may result in engine seizure.

Oil Pressure Lamp

This lamp indicates the activation of the parking brake.

It also indicates when the brake fluid level is low. It is advisable to check

brake fluid when parking brake is disengaged.

Parking Brake/Brake FluidWarning Lamp

Indicates charging system is not working. This may also

mean the fan belt is cut or broken. Advisable

to get this repaired immediately.

Battery Charging Light

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This is used to indicate a turn. It is also used to indicate

a hazard, such as when the

vehicle breaks down.

Turn/Hazard Light Indicators

This means that the main beam of the vehicle is switched on.

Not to be used within city limits as it may blind

oncoming traffic.

High Beam Indicator Lamp

This means you should not start a diesel engine

when this light is on.Warm-up Coil Indicator

This means that there is water in the fuel tank. The fuel tank has to be drained as

soon as possible.

Water in Fuel Filter

This light means you have to get the vehicle

serviced immediately.

Service Vehicle Soon(SVS) Lamp

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This means that is an issue with the power steering.

Power Steering FaultIndicator

This light means there is a problem with engine sensors.

Get the vehicle checked immediately.

Engine MalfunctionIndicator Lamp

If this lamp doesn’t switch off indicates problem with air bag, contact

workshop immediately.

Air Bag Fault

If this light blinks, then your vehicle will not start,

you have to contact workshop.Immobilizer System

This lamp lights up when you do not buckle up safety

belt and try starting the vehicle.

Driver Seat Belt Reminder

If this light blinks, then your vehicle will not start,

you have to contact workshop.Immobilizer System

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If any of the door is open this indicator will come on.

Door Open Warning Lamp

This comes on when rear fog lamp is switched on.

Rear and Front Fog Light Indicator

Table 2.2.11 Visual Dashboard Indicators

It is essential to perform pre checking of the vehicle before starting the trip to minimize the risk of breakdown. The basic technical checks for the vehicle are described below

1. Check for any fluid leakages

Check under the vehicle for any kind of fluid (i.e. oil, fuel, etc.) leaks. Driving the vehicle with leaking fluids may cause failure of brakes, engine, steering or radiator.

After noticing any leakage, take vehicle immediately to the nearby garage and get it repaired.

2.2.4 Performing Technical Checks

Fig 2.2.12 Checking for Engine Oil Leakage

2. Check for the presence of any bottle or other object which can roll under the pedals. If found immediately remove it.

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Fig 2.2.13 (a) Checking the presence of objects under Pedals

3. Check for any loose items on parking brake area, dashboard, etc., if found secure them properly.

4. Check the tires

Check the tire condition before starting the vehicle. Because a blown tire may lead to loss of vehicle control with regard to direction which may even lead to accidents, along with reduced fuel economy.

Given below are the things to check while inspecting tires:

Pressure level

Regularly check the air pressure of the tires according to the manual or tire pressure chart provided by the manufacturer.

Fig 2.2.15 Using an Air Gauge to Measure Tire Pressure

Fig 2.2.14 (b) Checking for Loose Objects around Dashboard and Parking Brake Areas

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Fig 2.2.16 Tire Pressure of the Vehicle Printed on a Sticker

Tire tread

You can check the wear on the vehicle tires by visual observation. If the tread are worn out as shown in the images below, then it is time to change the tire as needed.

Type of wearing pattern due to in-proper inflation pressure has to informed.

Fig 2.2.17 Tire Tread Wear Patterns

5. Engine Oil

The performance of a four-wheeler engine is dependent upon whether the engine oil is refilled in a timely manner. The function of engine oil is to reduce friction between the internal moving parts of the engine. It helps run the engine smoothly therefore it is necessary to check and refill the engine oil level periodically.

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Fig 2.2.18 Topping up the Engine Oil

PictureSteps

Open the bonnet by pulling the bonnet release lever. Typically, the lever is located at the driver-side foot well.

The image on the right side represents a typical bonnet releasing lever

Following are the steps to check the engine oil

Bonnet Release Lever

A�er opening the bonnet locate the dips�ck. The oil level can be checked by pulling out the dips�ck and inspec�ng it.

Pullout the dips�ck and wipe clean with a cloth.

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Check the oil level on dips�ck. The oil level should not be permi�ed to go below the lower level of dip s�ck.

Insert the dips�ck back into the tube.

Table 2.2.19 Checking the Engine Oil

Given below is a set of one word indicators regarding the state of the Engine Oil using a dipstick

Fig 2.2.20 Condition of Engine Oil

6. Radiator Coolant

The radiator is used to cool the engine. Check the coolant level at the radiator, if it low, follow the steps explained in below table and fill it.

Fig 2.2.21 Filling the Radiator Coolant Oil

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PictureSteps

Open the bonnet and locate the radiator cap

The image on the right side represents a typical radiator cap

Radiator Cap

Coolant Top Level Line

Never open the radiator cap when engine is hot or has been running for some �me. When hot, open the cap using a cloth to prevent the heat from burning your hands.

Coolant Top Level Line

The coolant level should always be filled to the typical top level line indicated. If you observe the coolant level below the top level line, then it is �me to top up coolant oil.

Table 2.2.22 Checking the Coolant Oil Level

7. Brake Oil

Brake oil helps to make the brake system works properly. It is stored in a container typically called Brake Oil reservoir. It is essential to check the brake oil level periodically.

Brake Oil Reservoir

Fig 2.2.23 Filling the Brake oil Reservoir

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PictureSteps

Open the bonnet and find the brake oil reservoir

The image on the right side represents a typical brake oil reservoir

Following are the steps to check the brake oil

Check the brake oil level in the reservoir. The oil level should fall between minimum and maximum level.

Table 2.2.24 Checking the Brake Oil

8. Wiper Fluid

Wiper fluid is used to remove the dust and dirt from the windshield.

Fig 2.2.25 Filling the Wiper Fluid

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PictureSteps

Open the bonnet and find the wiper fluid reservoir

The image on the right side represents a typical wiper fluid reservoir

Following are the steps to check the wind shield wiper fluid

Remove the reservoir cap and check the fluid level.

If the fluid level is low fill the reservoir with the windshield washer fluid un�l it reaches the top.

Table 2.2.26 Checking the Wind Shield Wiper Fluid

9. Wipers

Wind screen wipers are used to keep the windscreen clear from rain, dust particles. It is important to check the wipers are functioning or not before start the drive.

Following are the steps to use the wiper function

PictureSteps

Locate the wind screen wiper switch. Typically it is located on the steering column on the opposite side to the light and indicator switches.

The image on the right side represents a typical wind screen switch. The red arrows show how the knob should be turned to switch on wipers.

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Rotate the knob to ac�vate the wipers. Pull the lever towards you to spray windscreen washing fluid onto the windscreen, In most vehicles, the wipers may operate a couple of �mes to clear the windscreen before spraying fluid.

Table 2.2.27 Using the Windshield Wiper Function

10. Lighting System

Lighting system plays an important role in safe driving. It provides visibility at night time, signals and alerts the other drivers. The interior lighting system helps to see the instruments and vehicle’s interior. It is mandatory to check all the lights before start the drive.

Fig 2.2.28 Headlights and Taillights of a Car

11. Ensuring there is Sufficient Fuel in the Vehicle

Check that there is sufficient fuel in the Car before starting the journey. If the fuel is close to empty, then immediately re-fill the fuel tank with compatible (diesel/petrol) fuel at the nearest fuel station.

12. Check Cabin

Taxi driver should ensure below:

a. Check cleanliness of the cabin

b. Make sure that there are no inflammable items kept in the cabin

c. Check first aid box for all items and expiry date printed on the medicines

d. Check for any items kept at the rear of the vehicle, they can increase blind zones

e. Fire extinguisher must be properly fastened and fully secured

f. No loose items to be kept in the vehicle. They may hit you in case of any accident or sudden braking

g. Check sun shield for proper mounting and cleanliness

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Fig 2.2.29 Clean Cabin

13. Dashboard controls

Position of dashboard controls should be correct. Check for their function/ purpose.

Fig 2.2.30 Dashboard Display

Taxi Driver has to start the vehicle and observe the dashboard of the vehicle which indicates proper working of various components in the vehicle such as battery condition, seat belt warning, oil pressure, brake fluid level, etc. If the warning signs continued to glow even after vehicle started for few seconds. Make a note of that symbol or location, reach the service center and get it fixed.

14. Check Battery

Check the battery for proper mounting, tightness of terminals and arresting any corrosion as seen in below figure. If the battery is found to be in bad condition, take the vehicle to the nearest garage and get it cleaned.

Fig 2.2.31 Battery Corrsion at terminals

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The Taxi driver can make use of a typical maintenance checklist like the one shown below before starting a journey:

Daily/Shi� check (�ck or cross)

Tire condition

ü or X

Tire pressure and inflate, if necessary

Fuel level and oil levels.

Adjust side/ rear view mirrors.

Seat is properly adjusted and cleaned.

Hand brake is in proper position to start.

No leakage/ spillage of oil.

Wipers.

Battery

Lights/ indicators.

Free play of steering wheel, brake and clutch pedal.

Start the vehicle and check all lights, horn, wipers, indicators and penal lights.

Mounting wheel nuts, propeller shaft nuts tighten if necessary.

Electrolyte in the battery.

All hoses for any crack or leakage.

Oil, fuel and coolant/water level.

Fan belt for free play and cracks.

Windscreen, window glasses, side and rear-view mirrors and complete vehicle's body.

Any leakage under the vehicle.

For any abnormal noise from the engine and rattling sounds.

Serviceability of brakes, speedometer and gears

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It is very much essential that the taxi driver should have the ability to trouble shoot especially when he goes on long trips or palaces where suitable personnel are not available to support him. He/she can take appropriate action to bring back the vehicle to running condition based on the results of trouble shooting.

Dead Battery

If the car does not switch on then the issue is most probably due to a battery with low charge or a dead battery or loose connections. Check the connector for tightness of the same. If found ok, In this case, call a close by garage or Auto Shop to help charge the dead battery. Given below is an image of an auto mechanic jumpstarting a car.

2.2.5 Troubleshooting

Jumper Cables

Fig 2.2.32 Mechanic Jump Starting a Car

Vehicle getting stuck

When the car gets stuck in a pothole or in mud and slush, it may not respond to the accelerator in the normal way. In this case switch to the first gear for maximum pulling power, and slowly accelerate the car to get the car moving again. Given below is an image of a car getting stuck in a muddy road

Fig 2.2.33 Car Stuck in The Mud

Overheated Engine

If there is smoke coming out of the car bonnet, it is most likely due to the engine overheating. See the temperature gauge (in case of overheating the gauge will be in red zone. In this case, immediately slow down and drive to the side of the road and switch off the engine. Don’t open the radiator immediately. Check if the radiator fan is working or not. In case of not working of fan, the problem may be with electrical wiring or sensor. You need to get the engine cooled for some time & than take the vehicle to nearby workshop or call the technician for checking.

In case the fan is running, there may be some leakage in cooling system. Pour the water on the radiator to get it cooled than carefully Use a cloth to open the radiator cap and fill either water or liquid coolant to cool the engine down. Then go to a nearby workshop for repair.

Given below is the image of a car with an overheated engine, with smoke coming out of the radiator.

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Punctured tire/Flat Tire

If one or more of the car tires gets punctured, then you will have to drive to the side of the road and switch off the engine.. In most of the case driver has to replace the tyre himself. Please explain the procedure for tyre change.

Fig 2.2.35 Changing a Punctured Tire

Faulty and/or Loose Brakes

In case the vehicle brakes are not working properly, take the car to a garage as soon as possible to fix the brakes

Fig 2.2.34 Overheated Engine

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1. Report actual or likely defects to the senior driver or service supervisor in sufficient detail so that they can identify the issue

2. Conclude road worthiness of the vehicles in consultation with superiors

Unit Objectives

Unit 2.3: Escalation Of Technical Problem

As Taxi Driver you are part of an organization which ensures that you will be able succeed in your role with their managerial and technical expertise.

Typical organization structure is shown below

2.3.1 Organization Structure

Table 2.3.1 Typical Organizational Structure in a Taxi Company

All the defects in a vehicle noticed during inspection of the vehicle before the trip, during the trip including the temporary measures taken during the trip, minor or major should be reported to the senior driver or service supervisor in sufficient details in the formats provided by the organization.

The repot should be submitted as early as possible and should be objective and factual.

Please do not hesitate to contact the next level in case you have doubts while filling the format.

It is also important to enter the date and time when the defect was noticed.

It is also necessary to explain in detail so that all aspects related to the defect are shared. Please share the vehicle service record which may heave the clue about the occurrence of the defect. Also, share the details of any reports furnished by local mechanics as well as details of the parts replaced.

2.3.2 Reporting Defects to Seniors

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Senior driver or service supervisor will then be able to do either of the following:

Guide you to rectify the defect, if it is minor in nature Ÿ

Train you, If the defect is due to wrong driving practice Ÿ

Allot another vehicle if the rectification so going to take a long time Ÿ

Initiate the actions to rectify the defectŸ

In turn will report to the next level along with you are independently, when the correction is Ÿcomplex/costly

Many times during the inspection of the vehicle before the trip or during daily inspection, you may come across situations when you are not sure whether the defect is serious enough to keep the vehicle off the road till the rectifications is done. You may find that nose from the engine is normal or the brake is not effective.

In such cases, it is necessary to consult the seniors in the organization who have adequate experience and knowledge to take a decision, rather taking a risk by starting the trip assuming that you can manage.

Sometimes this activity may take time especially when the defect is noticed just before the trip. In such cases, you should inform the concerned in your organization to make alternate arrangements to take care of the client and start the trip only when you are sure about the raid worthiness of the vehicle.

2.3.3 Deciding Road Worthiness with the Help of Seniors

Fig 2.3.2 Inspection of Vehicle

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1. CMVR stands for commercial motor vehicle rule

2. Make and Carry all Documents as required by the rules of the Government of India such as Commercial Driving License, Badge Number, and Fitness Certificate etc.

3. Know the all the local and national traffic rules, safe driving norms, regulations and signage’s as a Chauffeur / taxi driver.

4. Maintain the vehicle in good condition and periodically check the vehicle for problems

5. Report any minor or major issues with the vehicle to your supervisor or senior in Detail

Summary

Notes__________________________________________________________________________________

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Choose the correct answer:

1. A Car can run on ____________.

A. Petrol and Diesel

B. Battery

C. CNG

D. All the Above

2. A Battery operated car is commonly known as _____________________.

3. Use of the following is prohibited while driving.

A. Sunglasses

B. Music

C. Cell Phone

D. Movies

4. The minimum age for getting a license is

A. 21 years

B. 20 years

C. 19 years

D. 18 Years

5. Pressing the accelerator while holding the hand brake can cause harm to the engine.

A. True

B. False

6. Handbrake in a vehicle is used to

A. Reduce speed

B. Brake Suddenly

C. Control a Skid

D. Park the vehicle

7. What is the correct sequence of actions you should take when in an accident?

A. File a Police Report

B. Call for Help

C. Check for injuries to you and others involved in the accident

D. Gather Evidence about the accident

Exercise


72

8. Match the following:

Open ended spanner

Screwdriver

Wheel brace

Pliers

Spark plug socket wrench

Jack


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9. Explain the function of the tools listed below.

A. Jack

B. Wheel brace

C. Open ended spanner

_______________________________________________________________________________

_______________________________________________________________________________

_______________________________________________________________________________

_______________________________________________________________________________

10. List the documents a chauffeur/taxi driver needs to carry while driving.

_______________________________________________________________________________

_______________________________________________________________________________

_______________________________________________________________________________

_______________________________________________________________________________

1. Identify all the documents necessary for becoming a chauffeur/taxi driver.

2. Fill up a form to apply for a driving license.

3. Identify the fuel gauge and note down the fuel quantity in the vehicle.

4. Identify all hand tools required for periodic maintenance of vehicle and keep them at the proper place in the vehicle.

5. Identify hand brake and foot brake in a vehicle.

6. Identify clutch lever in a car.

7. Identify gear system.

8. Identify Corroded battery terminals

9. Demonstrate how to change the engine oil in a vehicle

10. Demonstrate how to switch on the wiper system in the car

Activity


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75

3. Coordinate with Control Room and Reach to the Customer Pickup Point

Unit 3.1 – Compliance to Duty

Unit 3.2 – Control room Coordination

Unit 3.3 – Escalation of Problems

ASC/N9706


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1. Report to work on time according to the company schedule

2. Log into the MCT system on board the vehicle on a daily basis

3. Explain the function of a control room

4. Communicate trip status to the control room periodically and coordinate with the control room for pickup and drop-off of customers

5. Convey passenger drop-off information to the control room and get ready for the next pick-up

6. Intimate the control room if unable to reach pick-up point along with reasons for delay

7. Perform duty closure procedures as needed After completion of a workday

8. Identify and execute appropriate escalation procedures in the event of vehicle breakdown or accident while staying in constant communication with Control Room


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1. Report to work on time according to planned schedule

2. Log into the MCT system on a daily system before starting the journeys for the day

3. Execute appropriate duty closure procedures upon completion of journeys for the day

Unit Objectives

UNIT 3.1: Compliance to Duty

Always come to work fifteen minutes before the fixed time at the workplace.

At all times, be ahead of scheduled departure time, so that any activities such as loading of luggage in the vehicle, working out the route and destination is clearly planned without wasting any time

To be punctual at work, you will have to prepare in advance by performing certain tasks. Given below are some such tasks.

Pre-Trip Preparation

Gather information regarding your trips in advance, for example collect or be aware of the driving schedules well in advance, either on a weekly or a daily basis. Check for any special instructions pertaining to the designated routes.

Always document the details of a journey using a log register. A log register is a notebook used to record important details of the journey for a taxi driver/chauffeur. The data from a log register will be typically used to calculate monthly salary, incentives, efficiency of the driver and so on.

Fill details in the log register such as date, distance travelled, taxi driver name, odometer reading and soon.

Given below is an example of vehicle log book or log register:

3.1.1 Punctuality

Fig 3.1.1 Log register


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The Mobile Communication Terminal (MCT) links the taxi driver, taxi Company and the customer with each other.

GPS and a data link between the car and the Taxi Company are the components of MCT.

MCT has a keypad and a display system to show data such as fare and distance traveled.

In some cases MCT display may also show the live GPS location on a map.

Given below is a typical MCT fixed in taxis in India:

3.1.2 Mobile Communication Terminal (MCT) System

Fig 3.1.2 Typical MCT Device in India

Since the operation of MCTs vary from company to company, the employing company itself will conduct training on how to use it.

Given below is a flowchart of how a Typical MCT works:

Fig 3.1.3 MCT Process Flow Chart

Log in to MCT

Taxi driver should use the Login details given by the taxi company to login to the MCT.

LED Indicate

OK & NAVI Keys So� Keys

Speaker

PWR for LCD

PWR LED

GPRS LED

WIFI LED

GPS LED

MIC


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Given below is the login screen for logging into the MCT.

Fig 3.1.4 Login Screen on Mobile App for Taxi Driver

This will update the taxi company control room about your location, availability, etc.

Communication of status through MCT

The taxi driver will use the MCT to communicate with the taxi company and the customer as well.

First, the taxi driver will use the MCT to check if there are any customers needing a cab. It is during this Ÿperiod that the company will connect a customer needing a taxi to the taxi driver. This is done either through a mobile app or a phone call by the taxi company.

The taxi driver can then accept the fare by responding through the MCT.Ÿ

And throughout the duration of the journey, the taxi driver’s location will be tracked in real time by Ÿthe taxi company through the MCT. Such location tracking will typically be automatic in nature.

Once the journey is completed, the MCT will display the fare to collect from the customer. After Ÿcollecting fare from the customer, MCT will inform the taxi company when to find the next customer.

Navigation systems

Most Taxis are installed with navigation systems that help the Taxi driver locate the customer, pick them up and reach the destination on time.

Given below is how a Global Positioning System (GPS) works:


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Fig 3.1.5 How GPS systems work

Taxi driver must follow below mentioned points before the trip

Operate the system safely and make all the necessary adjustment /inputs to reach the Ÿdestination/Customer drop point safely.

Do not follow the directions if they violate road traffic laws. Ÿ

Fig 3.1.6 Typical GPS Enabled Map

Review the map before starting out the journey to ensure the system is displaying the shortest Ÿpractical route to reach the destination.


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After a taxi driver drops the customer at the destination, he should report to the control room.

The taxi driver receives the information of the next passenger through the MCT System. The details of the Pickup passenger are displayed on the screen. The In- Built GPS system helps the Taxi driver to have a track on the location for further trips.

On completion of the duties for the day, the Taxi driver has to communicate certain necessary details such as number of trips, fare collection etc.

3.1.3 Duty Closure Procedure

Fig 3.1.7 Duty Closure Process Flow-Chart


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1. Define a taxi control room

2. Communicate trip status to the control room

3. Update the control room after completing a journey and dropping off a customer at the previous destination

4. Progressively communicate with the control room through the MCT regarding journey details such as pick up and drop off. Do this using live GPS tracking in combination with touch screen instruments.

Unit Objectives

UNIT 3.2: Control Room Coordination

A taxi control room is a setup which acts as a communications bridge between Taxi drivers and customers. It provides booking details to both parties and location details as well. Queries regarding fare and pick up and drop details from both the taxi driver and customer will be resolved by executives stationed here.

The booking and dispatch of cars is computerized is carried out in the control room using a networked system of computers operated by skilled professionals

Such facilities operate 24/7 throughout the year to monitor the movements and progress of taxi cabs. Customers and Taxi drivers are assisted through this app.

3.2.1 Control Room

Fig 3.2.1 A Typical Taxi Control Room

The Taxi driver must coordinate with the control room continuously to ensure the passenger/customer will have a seamless experience and a pleasant ride. The process including the pickup and drop of the customers is as shown below.

The control room co-ordination plays an important role in receiving the customers from the Pickup point. Taxi control room provides customer service to public which includes handling enquiry, transport information, approximate fare, route details, etc.

3.2.2 Control Room Coordination Process


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Control room coordination with passenger in pre-booking and includes following up with passenger about the trip

The taxi driver receives the information of the next passenger through the MCT System. The details of the Pickup passenger are displayed on the screen. The In- Built GPS system helps the Taxi driver to navigate to the pickup and drop-off point.

Fig 3.2.2 Detailed Control Room Work-flow

A control room of a taxi company will typically regulate and monitor all essential communication between a taxi driver and a customer.

The customer who needs a ride will request for a taxi through a mobile app, desktop application, or Ÿsimply by phone.

The request will either be received by an individual call center executive in the case of a phone call, or Ÿwill be directed to the taxi company server through an application (desktop/mobile).

Next, the closest taxi to the customer is assigned according to availability. The taxi driver will Ÿsimultaneously receive the customer request either through a phone call from the taxi company control room or through the respective application (desktop/mobile).

If the taxi driver accepts the customer request, he/she will inform the control room and reach the Ÿpickup point accordingly.

The vehicle location will be sent to the control room in real-time on an automatic basis.Ÿ

After reaching the customer destination, taxi driver collects the fare displayed in the fare meter Ÿ(which includes fuel, taxes, toll fees, and other miscellaneous charges such as peak fare as specified by the taxi company) and reports to the control room that the passenger is dropped at the destination through the MCT

Once the customer is dropped off, the above process is repeated.Ÿ

Booking by phone

Online BookingWorksta�on Desktop

TaxiServiceServer

Customer/ Client Control Room Driver

Customers

Opertormakesbooking

Driver 1

Driver 2

Driver 3


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1. Inform the customer and control room when unable to reach pick up point due to traffic jams or vehicle breakdowns

2. Inform the control room in case of accidents and break downs during journey

3. Notify the control room when there is a dispute between the customer and other parties such as the general public, government officials such as traffic police etc.

4. Describe the escalation procedures for the points 1,2 and 3

Unit Objectives

Unit 3.3 Escalation of Problems

Sometimes the Taxi driver will not be able reach the customer pickup point due to various reasons such as delay in heavy traffic, being involved in an accident and so on.

In this case the taxi driver will have to bring the issue to the attention of the right people such as the control room or a superior at work or both.

In the next section we will discuss the escalation procedures the taxi drivers need to act on in case there is an issue at any stage in transporting the passenger from the pick-up point to the desired destination.

3.3.1 Inability to Reach Pick Up Point

Escalation in a work environment refers to the formal process of highlighting an issue or a problem currently being faced to higher authority according to standard procedures.

The goal of an escalation is to raise the priority of an issue to an extent wherein solving it becomes necessary. It is done to ensure immediate resolution of a problem or an issue at hand.

When the Taxi Driver is not able to perform his duties of driving the taxi, then he will have to escalate the issue to resolve it in the shortest time possible with maximum efficiency.

Given below are the major reasons why the Taxi driver would be unable to reach the pickup point in time, and the escalation procedures he/she has to execute to resolve the issue at hand:

1. Traffic Jam

This is one of the top reasons why Taxi drivers are sometimes unable to reach the pick-up point. The escalation procedure is as given below

If you are stuck in traffic jam on the way to picking up a customer then immediately inform the control Ÿroom the expected delay in reaching pickup point.

If the delay is beyond acceptable limits as specified by the taxi company (>45 minutes etc.) then Ÿsuggest another Taxi driver to reach the passenger.

Notify the details of the estimated delay with control room and request for another customer whom Ÿyou can reach faster

3.3.2 Escalation Procedure


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2. Accident

An accident is when a vehicle collides with another vehicle, object, property or person causing damage and injury to the vehicle and person respectively.

In the event of an accident, the escalation procedure that the Taxi driver should follow is as given below

Actions to be taken after the accident

There is always a chance that you may be involved in an accident while driving. And there is an equal chance of your car breaking down. Given below is a sequence of steps telling what you should do in case you are involved in an accident. The information below is more applicable to the Taxi Drivers who are operating individually. In case of the Taxi Drivers affiliated to any company or agency the agency may take care of the some of the activities. In case of Chauffeur the company or the owner of the car may take care of certain steps mentioned below.

a. Check whether you and others involved in the accident have any injuries

You will first have to check that you yourself are physically alright. You can check by moving your hands, legs and head to detect any pain. You can also see if there are any bruises, cuts and if you are bleeding.

Fig 3.3.2 Check breathing

Fig 3.3.1 Traffic jam


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If the injured person is not breathing or if you do not see chest movement, immediately arrange for medical aid if possible by calling the ambulance and the police on phone numbers 108 or 101 and 100 respectively. You can perform Cardiopulmonary Resuscitation CPR on a person as explained in the table below.

Kneel beside the vic�m’s chest and loosen the clothing.

CPR Procedure

Place the heel of one hand in the middle of the vic�m’s chest

Cover the first hand with your other hand locking fingers

Leaning over the vic�m with your arms straight, lock your elbows and push with all your width depressing the chest by 5-6 cm each pump


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Con�nue un�l medical help arrives

Table 3.3.3 CPR Procedure

b. Call for Help

After seeing that you are physically fine, you should drive the car to the side of the road. If it can’t be driven then you can call for a Towing service. Some Insurance policies have “Road Side Assistance” which will tow your car to a garage, or fix and repair it right on the spot- this does not come with all policies, check with your insurance provider for details.

Fig 3.3.4 Taxi Being Towed

c. Gather Evidence

For legal procedures and filing insurance claims it is necessary to take photographs of damage to your car and other vehicles and property involved in the accident. Also take photos of injuries you and others have suffered in the accident. If other people object to your taking photos, then make a note of the damage and injuries.

Fig 3.3.5 Taking photos of Damage done to vehicle


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d. Gather Information about other vehicles and people involved in the accident

Note down information about other people and their cars involved in the accident such as the name of the person driving the car, and the owner of the car (in case the owner of the car is not driving it), their personal contact details such as phone number, email id and postal address of residence. Also collect their vehicle’s insurance details such as policy number, insuring company, and vehicle make and model and so on. In case of minor damage in vehicle with no injury to passengers, we may avoid these all details as in most of the cases other will not be willing to provide these details.

e. File a Police Report

If the Police do not reach the scene in time, you should go to the nearest police station and file an FIR or First Information Report. The FIR will explain in detail the sequence of events that happened corresponding to the Evidence that is collected. Ensure to note down the complaint number. In case of minor damage in vehicle with no injury to passengers, we may avoid the FIR.

Fig 3.3.6 Gathering Information about people and vehicles involved in the accident


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Laws regarding Road Traffic accident:

As per supreme court judgment, a bystander or good Samaritan including an eyewitness of a road Ÿaccident may take an injured victim to the nearest hospital to provide proper emergency care in time. If a person, who is not an eyewitness, moves an injured person the nearest hospital, he/she should not be questioned and be allowed to leave immediately.

The bystander or good Samaritan shall not be liable for any civil and criminal liability and he/she shall Ÿbe rewarded in order to encourage other people to come forward to help the road accident victims.

A bystander or good Samaritan, shall not be forced to reveal their identify either by police or hospital Ÿand he/she shall be protected from police harassment

If a good Samaritan has voluntarily said he/she is eye-witness, his/her statement should be recorded Ÿin a single hearing and they should not be made to come to court again and again.

A good Samaritan shall have not liability to pay any medical billsŸ

Hospital have to provide treatment to injured person immediatelyŸ

Fig 3.3.7 FIR Report to be filed in a Police Station


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Fig 3.3.8 Insurance Claim Form

f. File an Insurance Claim

Once you are done with the steps given above, you can file an insurance claim to repair your vehicle either at no or a very low cost as per the insurance policy conditions - Through insurance approved workshop.

Next, call your insurance company to schedule an inspection. This is where the insurance company will send a person to assess the damage to the vehicle and award a claim settlement amount accordingly. Given below is a typical example of an Insurance claim form:


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3. Breakdown

A breakdown of a vehicle is when the vehicle stops working due to an issue such as engine failure, flat tire and so on.

First, try and move the vehicle to a safe place by switching the vehicle into neutral gear and pushing the vehicle to the side of the road, where it won’t block the flow of traffic.

In the event of a breakdown, the escalation procedure is as follows:

Immediately report the breakdown to the control room.Ÿ

Troubleshoot the problem with the vehicle using the steps mentioned in earlier module, report to the Ÿcontrol room the estimated time needed to fix the vehicle and get it in working condition.

If the vehicle issue is minor then fix it yourself promptly and try to reach your pick up point with Ÿminimal delay, while keeping the control room apprised of your location status and journey progress.

If the vehicle issue is major then take the vehicle to the nearest service station for repairs while Ÿintimating the control room at the same time. Request for another Taxi driver to take over your driving duties for the day, or until the repairs are done.

Fig 3.3.9 Accident

Action in case of Accident for a Taxi Driver affiliated to a company

If you are in an accident then check for injuries to yourself and others around you, and checking Ÿdamage to the vehicle and the vehicles and property around you as described in the previous unit

Once you feel able to do so, and after performing first aid on yourself and others if necessary, report all Ÿand any damage and injuries to the control room

Try to park the vehicle at the side of the road, away from oncoming trafficŸ

After discussing with the control room, decide on the best course of action- such as to go to the Ÿhospital for treatment, report the accident to the nearest police station or take leave for the day to recover from the accident


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4. Personal Issues

In case you are experiencing personal issues which will affect your duties as a Taxi driver, then the escalation procedures are as follows:

If you are facing issues such as ill health yourself, or need to take care of someone in your family, then Ÿyou need to inform the control room if you need a leave of absence.

If you know well in advance that you need a leave from work, then apply for a leave through standard Ÿcompany procedures and get it approved by senior management. If you require a leave on an immediate basis, then make sure to contact both the control room and your work supervisor and inform them of your leave and the reason for taking leave.

If possible, try to arrange another Taxi driver to take on your duty for the days you will be absent.Ÿ

When you return, make sure you carry out necessary reporting and documentation to get the leave Ÿsanctioned, and try to clear pending driving assignments.

Fig 3.3.11 Taxi Driver suffering from Cold and Fever

Fig 3.3.10 Breakdown due to Flat Tire


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5. Disputes or Minor Altercations between passengers and other parties

In the event of a dispute breaking out between passengers/customers and the general public, traffic police or the taxi driver itself, the escalation procedure is as follows:

If the passengers riding in the vehicle start an argument with passing pedestrians or someone they Ÿknow, tell them to calm down and try to diffuse the tension in the situation

In the event of passengers engaging in an unnecessary argument with government officials such as Ÿthe traffic police, then tell the passenger to cease the discussion immediately and excuse yourself from the situation

In the event a dispute or a minor altercation turns into a situation beyond your control, park the Ÿvehicle to the side of the road to avoid disturbing oncoming traffic. Intimate the control room of the situation and in decides on a suitable course of action.

If the passenger picks a fight with you (taxi driver), then try to be patient and resolve the issue at hand. ŸIf you cannot handle the dispute/conflict, inform the control room of the situation, and at the same time seek the help of local authorities (Police, government officials)

If all else fails, politely ask the passenger to alight from the vehicle until the situation is resolvedŸ

Fig 3.3.12 Resolving a dispute between a passenger and a pedestrian


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1. Report to the Job on-time and according to company schedule

2. Log into the MCT when starting the Journey for the day and constantly communicate with the control room throughout the day regarding location and journey updates

3. Make sure to take the shortest route possible to the destination under the given traffic conditions and ensure the customer has a pleasant experience throughout the ride

4. Make use of GPS to calculate the best route to reach pickup point and drop off point. Update the control room of any delays in reaching or dropping off the customer.

5. Report and document all the details of an accident or a breakdown and communicate the same with the control room

6. Execute proper duty closure activities before signing for the day

Summary

Notes__________________________________________________________________________________

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1. In case of traffic jam/accidents the taxi driver has to _____________

A. Inform the Control room

B. Help in clearing traffic

C. Inform to friend

D. None of the above

2. Explain the procedure for handling an accident or a breakdown.

_______________________________________________________________________________

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3. Write down the differences between accident and breakdown.

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4. What is meant by log register?

_______________________________________________________________________________

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Exercise

1. Identify the MCT system in a vehicle and demonstrate its use

2. Demonstrate the use of navigation system in the vehicle

3. Demonstrate how to handle a conflict between a passenger and a government official with an example

4. Coordinate with control room in updating previous journey and in receiving new trips

5. Visit the control room of a taxi company and observe its workings

6. Enquire from a veteran taxi driver how passenger fees is calculated

7. Go through the log books of at least two different taxi companies and identify two differences and two similarities between them

Activity


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4. Drop the Customer Safely Using the Quickest Route and Collect the Applicable Farefor Taxi Driver

Unit 4.1 - Conformance to Standard Driving Practices

Unit 4.2 - Picking and Dropping Passenger and Fare Collection

Unit 4.3 - Conformance to Traffic Regulation

Unit 4.4 - General Conduct on the Road

ASC/N9707


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1. Determine that all checks to verify the road worthiness of the vehicle has been carried out

2. Identify all necessary documents needed for driving and store in the vehicle

3. Inspect all vehicle gauges on the dashboard for any malfunction and take action accordingly

4. List all activities to be executed for ensuring the customer/passenger has a smooth ride

5. Operate the vehicle to ensure optimal fuel efficiency

6. Conform and comply with traffic regulations while driving

7. Make use of necessary hand and vehicle signals to indicate driving direction

8. Minimize conflicts with people while driving and stay calm and collected

9. Utilize vehicle functions to add to driving safety

10. Prioritize the well-being of the elderly, children and differently abled customers over other people while driving.


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1. Conclude that all checks are carried out for road worthiness of the vehicle

2. Determine and conclude if necessary documents are available for self, passengers and goods

3. Inspect the vehicle gauges for adequate functioning of the vehicle when you start the vehicle for the first time along with the MCT and navigation systems

4. List all the activities to be carried out to achieve a smooth ride for the passenger such as

Changing gears seamlessly, leading to a smooth rideŸ

Steer the vehicle optimally using all controls and systems available such as ECS, crash avoidance, ŸABS etc.

Use driving instruments and accessories such as windows, window wipers, A/c Controls etc.Ÿ

Monitor signs and warning lights on the dashboard and take appropriate action to resolve Ÿindicated Check for vehicle malfunction and respond immediately to fix malfunction, and report said malfunction to elicit help

Inspect the MCT and GPS periodically throughout the journeyŸ

Unit Objectives

UNIT 4.1: Conformance to Standard Driving Practices

The taxi driver needs to check and verify the road worthiness of the vehicle before going on a journey. Road worthiness refers to the ability of a vehicle to be driven safely on roads. You need to check whether the vehicle is working properly with regard to all its systems, such as power transmission, braking, electrical systems, etc.

Vehicle road worthiness pre-checks has been covered Under Section 2.2.4 Performing Technical Checks.

Also, given below is how to check the braking system in a vehicle.

Testing Brake Pedal

After starting the car, test the brakes by accelerating slightly for a short distance (such as a few meters) and then pressing the brake pedal gently. This will show you how responsive the brakes are.

4.1.1 Adherence to Standard Driving Practices

Fig 4.1.1 Applying brakes


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Best Practices for safe driving

In order to operate a car smoothly, you have to make sure to use the accelerator, clutch, gear system and the brakes work in conjunction with each other efficiently as possible.

Check the accelerator, clutch and brake pedals for even resistance (meaning the pedals mentioned Ÿ should not be too tight or too loose).

Next, you have to start the engine of the car with the gear in neutral and the handbrake on. Ÿ

Once started, release the handbrake, and switch the car into the first gear using the clutch and Ÿ gear.

Once you are in the first gear and moving, make sure you glance the rear view and side view Ÿ mirrors from time to time to check for vehicles emerging from the rear, and vehicles approaching from the sides respectively.

Fig 4.1.2 Person Checking Rear and Side View Mirror

Make sure your hands are in the 9 and 3 position, at the exact center of the wheel. As shown below.Ÿ

Fig 4.1.3 Position of hands on the wheel

Always indicate a turn using the vehicle indicator or a hand signal if indicator isn’t workingŸ

Always remember to buckle up while driving and slow down at a stop signŸ

Avoid driving while constantly holding down the clutch, and also avoid changing gears too oftenŸ

Minimize or eliminate frequent braking beyond what is required and avoid excessive engine idlingŸ

And also to keep your car running smoothly, ensure to fill fuel only at authorized fuel stations and Ÿ obtain a proportionate bill for the same


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Maintain a minimum safe distance between vehicles while driving, and do not tailgate. Tailgating is to follow too closely behind other vehicles. Given below is a chart stating minimum safe distance between your vehicle and the vehicle in front of you.

Fig 4.1.4 Stopping Distance of a vehicle in Different Weather Conditions

Use of Ventilation controls for Clear Visibility

Windows

The vehicle windows can be used to control ventilation within the vehicle environment by rolling up or down the windows.

Demister

This button is used to clear condensation on the windshield of the car and is a part of the air conditioning system of the car

Air Conditioning

The air conditioning is the main component or system in the car which is responsible for climate control. It controls the temperature and humidity in the vehicle.

Climate Control

This is basically a “smart” air conditioning system using which one can set a particular desired temperature and the temperature in the car is automatically regulated to stay at the desired temperature. This works through a series of temperature sensors that is connected to a control unit/thermostat which regulates the temperature as needed

Fig 4.1.5 Climate Control in Vehicle


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Ventilation Controls

This mainly refers to manual cranks to roll up or down the windows or power windows which roll windows up or down by pressing a button. Ventilation Controls in some cases also refers to air conditioning.

Maneuvering the vehicle safely in both Forward and Reverse Gear

Vehicle controls such as ABS, EBD ECS are covered in detail in 2.2.1, Vehicle models and their technical features in detail. They help a Taxi driver drive safely in forward gear

While in reverse gear, you can use the parking assistant functionality mentioned in Section 2.2.1. If you are not equipped with that function, you can use the help of another person to navigate into a parking space while in reverse gear. This can be done using rear view and side view mirrors.

You can assess and respond to vehicle gauges as mentioned in Section 2.2.3 Dashboard Visual Indicators

For handling a breakdown refer to Section 3.3.2 Escalation Procedure under Point 3, and Section 2.2.5 Troubleshooting


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1. Help the customer get into the taxi and get settled for the journey by:

Helping elderly or differently abled customers get into the taxiŸ

Helping the front seat passenger buckle up his seatbeltŸ

Show the customers the location and use of any reading material and audio-visual entertainment Ÿmedia present on the vehicle

When confirming the destination with the customer, show the customer the taxi meter reading is Ÿat 0, and only then start the fare meter

Adjust Air Conditioning within the car according to the customer’s needsŸ

If the customer requests it, tune in to the radio station of his/her choiceŸ

2. Choose the travel route according to current traffic conditions and distance

3. Ensure to drive while following local and national traffic rules and regulations and driving through the most optimal route. Ask for directions from locals if unsure of the route.

4. Avoid the use of high beam headlights within city limits and unnecessary honking

5. Collect toll fare from customers depending on the route taken

6. While conversing with the customer steer clear of topics involving religion, politics and related issues

7. Help the customer alight from the taxi by

Assisting elderly and differently abled customers get downŸ

Collect fare as shown by the fare meterŸ

Not demanding tips at the end of the journey, and accepting tips only when offeredŸ

Unload the luggage out of the vehicle and hand over to passengerŸ

Wish the customer/passenger as deemed appropriate before leavingŸ

Unit Objectives

UNIT 4.2: Picking and Dropping Passenger and Fare Collection

Good behavior and right attitude are the two important key factors to being a good taxi driver. Caring the passengers with comfort and safety is the big responsibility of a taxi driver when the passengers get into and out of your vehicle as well as during the journey.

A taxi driver should follow the below points during picking and dropping passengers

Confirm the name of the customer through the MCT, and address the customer by name and greet Ÿthem suitably

4.2.1 Pickup and Drop


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Fig 4.2.1 Taxi Driver Loading Luggage into the Vehicle

Load any luggage the customer is carrying into the boot of the vehicleŸ

Help the differently abled and the elderly to board the taxi as they might need the assistance. Taxi Ÿ drivers must respond to the needs of people with disabilities.

Fig 4.2.2 Taxi Driver helping the Differently abled Customer into the Vehicle using a ramp

After switching the engine on, be sure to wear the seatbelt while helping the passenger wear their Ÿ seatbelt at the same time

Fig 4.2.3 Fastening the seatbelts for both you and the passenger/customer

Check that all vehicle doors are locked before starting the journeyŸ

Make the customer comfortable by complying with their choice of entertainment such as Ÿ

Switch on the radio or music system as per the requirement of the customer and provide newspaper Ÿ or magazines to customers if needed. If the customer requests silence during the period of the journey, be sure to comply to that as well


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Fig 4.2.4 Steps before the starting journey

Ensure the destination with customer and start the fare meter and show the initial reading to themŸ

Check the traffic condition and find the short route by using GPS system so that you can reach the Ÿ destination earlier.

If unsure about the route stop and ask for directions from locals and never take a longer route to get Ÿ more fare

Drive through the selected route without violating the traffic rulesŸ

Give way to ambulance and fire engines by driving the vehicle to the side of the roadŸ

Avoid bad roads with pot holes, stones, other strewn objectsŸ

Fig 4.2.5 Steps for a Smooth Ride


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Adjust the air conditioning and ventilation as per the customer requirementŸ

Fig 4.2.6 Temperature Control in the Car

Avoid showing your anger and impatience by honking unnecessarily. It will disturb the public and Ÿ causes noise pollution

Fig 4.2.7 Avoid Honking Unnecessarily

Avoid using high beam lights in city. It will affect the other driversŸ

Fig 4.2.8 Oncoming Traffic Blinded by High Beam in City roads


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Pay toll charges if any and collect the same from customers along with fareŸ

Fig 4.2.9 Vehicles at Toll Gate

Avoid the use of any electronics not needed to drive or navigate the car, such as mobile phones, PDAs, Ÿ tablets and more. This will distract you, increasing the chances of having an accident.

Do not initiate or sustain unnecessary conversation with the customers. In the case you are engaged Ÿ in conversing with the customer, avoid topics about religion and politics as they may lead to awkward silences or unpleasantness

Bring local landmarks to the attention of the passenger/customer as it may help in finding faster Ÿ routes to the desired destination

When it comes to customers who are confused, stressed, angry or even drunk, be patient in your Ÿ interaction with them, trying to make them feel comfortable

In general, make sure to do everything possible to make the ride experience passenger friendly by Ÿ being as courteous as possible.

Driving at Night

Driving in the night or in darkness is challenging and dangerous as well. You can take the following precautions to ensure safety while driving at night.

• Drive at slower speeds since visibility will be low.

• Avoid the use of High Beam headlight on city roads.

• Do not switch on High Beams when faced with near blinding light from other vehicles

Fig 4.2.10 Dip the lights for oncoming traffic Fig 4.2.11 Dip the lights when following other Vehicles


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Following are the steps to collect the fare after reaching the desired destination

After reaching the destination, be sure to stop the fare meter and assist the passengers in getting Ÿ down from the vehicle. Such assistance is especially needed in case of differently abled or elderly people

Collect the fare as shown by the fare meter, or as previously agreed with the customer. The fare can be Ÿcollected either by cash or card, as the customer requests. Ensure that you return the change, if any, as needed.

4.2.2 Fare Collection

• Do not ask for any tips, but if offered; be sure to accept thankfully.

• Also ensure to unload the customer’s luggage and hand over to the customer following which you can wish the customer as you see fit while departing.

• When the weather is foggy and you are unable to see the road ahead, slow down or stop the vehicle until the fog clears.

• Keep the windshield clean and clear to increase visibility

• Tilt the left and right view mirrors if the reflected light is blinding you

Fig 4.2.12 Collecting Fare from a passenger


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Summary1. Ensure you build a rapport with the customer over the duration of the journey by being courteous, and obliging the customer in any way possible

2. Check that the fare meter is switched on and show the initial meter reading to the customer.

3. Ensure the customer has a safe and smooth ride by checking if the customer has fastened the seatbelt, the doors of the vehicle are locked and the air conditioner and the radio is set to the customers preferences.

4. Choose the best route to the destination based on traffic conditions and distance, and use GPS to navigate and ask for directions when necessary

5. Always follow customer preference with regard to which route to take to reach the destination.

6. Help the customer alight from the vehicle, and unload their luggage as needed. Collect the corresponding fare while not asking for tips and bid the customer farewell before leaving

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Notes


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1. List the steps you have to take to ensure a smooth ride for your passenger

_______________________________________________________________________________

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2. Differentiate between the steps to take to ensure safety before, during and at the end of the journey

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3. What are the things should you keep in mind while collecting fare?

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4. List a few topics for conversing with the passenger while driving

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5. How do you choose the right travel route when driving?

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6. State the most important good driving practices.

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1. Demonstrate the pre-checks to be done before driving.

2. Demonstrate the steps involved in building a good rapport with the passenger/customer

3. Show how to load and unload luggage for the customers/passengers for various case studies

4. Simulate a customer friendly environment in a taxi with a volunteer

Activity


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Identify local traffic regulations according to the state currently in, and follow said regulations such as:

• Change lanes in traffic while staying within speed limit

• Maintain a safe distance from other vehicles in traffic by keeping a check on speed

• Use appropriate hand or vehicle signals while driving to ensure other drivers know your manoeuvres well in advance

• Use all available vehicle functions to aid in driving safely

• Solve any issues you encounter while driving by keeping a calm mindset and thinking things through without losing your cool.

Unit Objectives

UNIT 4.3: Conformance to Traffic Regulation

Taxi Drivers should conform to state specific traffic regulations such as:

Maintain lane discipline and change lanes only when traffic conditions allow. Drive within the lanes of Ÿa road.

Avoid overtaking vehicles in heavy traffic. When overtaking is appropriate, use the vehicle turn Ÿindictor and/or hand signal to let slower vehicles know you will pass them.

4.3.1 Complying with Traffic Rules

Fig 4.3.1 Lane Discipline

Keep a visual check on the distance between other vehicles on the road to maintain a safe distance Ÿbetween the vehicles.


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Fig 4.3.2 Stopping Distance in Different Weather

Always make use of hand signals and/or vehicle turn indicators to inform other road users when you Ÿare about to take a turn, and similarly read and respond to road signs, turn indicators and hand signals accordingly.

Drive slowly when road repair work is going on not exceeding 25 km/hourŸ

Do not carry explosives, inflammable or dangerous items in the vehicleŸ

Do not drive the vehicle, if you are unwell or under medicationŸ

Choose a safe and convenient location to park and use the parking light when you stop your vehicleŸ

Low Beam

High Beam

Parking Light

Indicator Light

Fog Light/ Cornering Light

Fig 4.3.3 Types of Lights in a Vehicle

Fig 4.3.4 Light Controls on the Dashboard


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Use of Parking Light and Hazard Light

1. Parking lights and Hazard lights are labeled on a car in the image above. To use a parking light, you will have to turn the light control knob in the right direction.

2. To use a Hazard light, you will simply have to press the hazard light switch as indicated in the figure above.

Park on an even surface with no or minimal incline in conjunction with the hand brake and use Ÿ wheel chocks to maintain the position of the car to stop it from rolling away.

Always look for oncoming traffic which includes two wheelers, pedestrians and more while Ÿ opening your vehicle door.

Keep your cool in the event of a stressful situation such as a traffic jam, an accident etc. Avoid any Ÿ arguments or conflict of any kind with other drivers, pedestrians and passengers.

Traffic signs (also known as a road Signals or signs) are signboards placed on the side of road to provide information to road users regarding the use of the road. They are mostly made of metal or in some cases stone or wood.

Not knowing the meaning of a road sign may lead to loss of life or property. This applies to both pedestrians and taxi drivers. Road signs typically have only pictures and symbols instead of words to show road users how to use the road, or what precautions to take while using the road. Therefore road signs overcome all language barriers, and all people who read them can understand their meaning, regardless of the languages they understand.

Taxi drivers need to know roads signs well in order to ensure safety of self, passengers and other road users while driving.

Road safety signs are mainly of three types:

1. Mandatory Signs

These are signs which are important and required by law to inform road users of laws related to road use. The absence of such signs may lead to accidents or damage to property. And people violating these signs can be punished by the law.

Ex: “One Way Road”, “No Left Turn”.

4.3.2 Traffic Signs

No entry One way One way Vehicles prohibited in both direc�ons

Truck Prohibited

Pedestrians prohibited

Give way Compulsory bus stop

No ParkingCycle prohibited


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Load Limit Stop Compulsory le� turn

Compulsory turn right ahead

Compulsory ahead only

Compulsory ahead or turn le�

Compulsory keep le�

Compulsory sound horn

Compulsory ahead or turn right

Right turn prohibited

U-turn prohibited

Overtaking prohibited

Horn prohibited

Le� Hair prohibited

Speed Limit Width limit Height limit Length limitNo stopping or standing

Table 4.3.5 Mandatory signs

2. Cautionary Signs

These signs are even more important than mandatory signs, as without following them, there is a high probability of the road user experiencing an accident or causing harm to life and property.

These signs are put up to allow the road user to take adequate action while driving in unsafe road conditions.

Ex: “Unguarded level crossing” where the driver will have to slow down for a railway crossing without a retractable fence.

Right Hand Curve

Right Hair Pin Bend

Le� Hair Pin Bend

Right Reverse Bend

Le� Hand Curve


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Right Reverse Bend

Steep Descent Narrow Road Ahead

Road Wideness Ahead

Steep Ascent

Narrow Bridge Loose Gravel Cycle Crossing Pedestrian Crossing

Slippery Road

School Ahead Ca�le Falling Rocks FerryMen at Work

Side road right Staggered Intersec�on

Y-intersec�ons

Major road ahead

Dangerous dipRoundabout

Side road le� T-Intersec�on

Hump or rough road

Guarded railway crossing (200 meters)

Guarded railway crossing

(50-100 meters)

Unguarded level crossing

(50-100 meters)

Unguarded level crossing

(200 meters)

Barrier ahead Gap in median

Table 4.3.6 Cautionary Signs


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First aid post Ea�ng placePetrol pump

Public telephone

Light refreshment

Scooter and motorcycle stand

Cycle standRes�ng place

Taxi stand

Hospital

No through road

Park this side

Table 4.3.7 Informatory Signs

3. Informatory Signs

These signs are less critical than mandatory and cautionary signs because, the road user will not come into any immediate harm if the user will not see such a sign. However, the presence of these signs will increase the convenience of road users.

Ex: Signs showing the distance to essential facilities such as nearby hotels, hospitals and public toilets and even signs showing alternate routes to destinations.

Hand Signal Used by Traffic policemen

Traffic policemen use hand signals to direct and guide traffic on roads. Given below are some of the most important and frequently used hand signals by traffic policeman.

Parking both sides

No thorough side road

Auto stand

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To stop vehicles approaching simultaneously from front

and behind

To stop vehicles approaching simultaneously

from right and le�

To start vehicle approaching from le�

To start vehicles coming from right

To change sign To start one side vehicles

To start vehicles on T-Point To give VIP salute To manage vehicles on T-point

Table 4.3.8 Traffic policeman signals

Traffic Police Hand Signals

To start one sided vehicles To stop vehicles coming from front.

To stop vehicles approaching from behind


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Hand signals used by drivers

I intend to move in to the le� or turn le�

I intend to move out to the right or changing the lane or turn right

I intend to stop

I intend to slow down

Indica�ng the car following you to overtake

Table 4.3.9 Hand signals used by drivers


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Road Markings

Road marking give you warning or direction. They are painted on the roadway, raised edge of a road or different surfaces. It is illicit to drive over newly painted, wet pavement markings.

Yellow and white lines

Yellow lines separate traffic moving in opposite directions. If there is a yellow line to your left, there will be traffic coming towards you on the other side of that yellow line.

Some road markings can also be in white color. Each of these road markings are of different signs that give varying permissions to drivers on the road.

Broken line – Passing is allowed when safe

Broken line and solid line – you may pass only when it is

safe and the broken line is on your side

Double solid line – no passing allowed

Two - way le� - turn lane - drivers travelling in opposite direc�ons share this lane for le turns – markings may be reversed (solid lines inside

the broken lines)

Single yellow line – vehicles travelling in either direc�on

may pass when it is safe

Single yellow line – vehicles travelling in either direc�on

may pass when it is safe

Table 4.3.10 Road Markings

Single solid: Lane changing is discouraged

Single Broken: Changing lanes is permi�ed


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Summary1. Ensure compliance with all relevant traffic rules and regulations.

2. Handle unpleasant incidents with passengers and pedestrians while remaining calm.

3. Ensure the customer has a pleasant experience throughout the drive.

4. Navigate during the drive effectively using GPS and asking pedestrians and locals.

5. Collect the exact fare and do not expect tips.

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1. List at least three traffic rules

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2. Explain the purpose of Road Markings

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3. List different ways to cope with stressful situations

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4. Explain the precautions to take while parking the vehicle

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5. Explain the correct signaling methods to use while driving

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1. Demonstrate how to interact with passengers in a difficult situation

2. Show how to handle complex fare calculations when required

3. Talk to a veteran taxi driver for tips on how to drive with ease

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1. Give special consideration to children, the differently abled and elderly

2. Follow all rules pertaining to the general public and be kind to stray animals while driving

Unit Objectives

UNIT 4.4: General Conduct on the Road

• Also look out for people getting down from buses and other vehicles close to the edge of the road

Fig 4.4.1 Elderly Couple Crossing the Street

Given below are ways help handle different kinds of Pedestrians on the road:

1. The Elderly

As a Taxi driver you should always be considerate to pedestrians along with the elderly and the differently abled. Here are a few tips to do the same:

Always give way to people crossing on a zebra crossing on any roadŸ

Watch out for pedestrians who might emerge from between parked vehicles on busy roadsŸ

Be patient with the elderly who are bound to take a longer time to cross the road Ÿ

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2. Children

Children may not completely understand traffic rules and regulations. And most who understand them would either forget it or ignore them in part or in whole.

It is important to make allowances for children while driving:Ÿ

Since children are usually no taller than 4 to 5 feet, it is advisable to look out for children while driving Ÿnear schools and playgrounds

Also it is important to look out for children near parking areas since they may be obscured from view Ÿby other vehicles, structures or objects

Oblige traffic volunteers who help regulate traffic as shown in the figure below:Ÿ

Fig 4.4.2 A Traffic volunteer helping a Child cross

Always keep an eye out for children passing by when the car is in reverse gearŸ

Always use your horn generously to make your presence known when around childrenŸ

3. Stray Animals

India being the melting pot of cultures that it is, will always have stray animals littered in the street Ÿsuch as cows, stray dogs and in some cases horses.

In the event of a stray animal obstructing your path, the best course of action would be to either wait Ÿfor the animal to pass, or cross the road by itself, or use the horn sparingly to encourage the animal to move away.

It is also best not to overuse the horn in such cases as it may scare the animal, leading to more Ÿproblems.

4. The Differently Abled

When a person is in a condition which limits their physical or mental abilities in the form of movement, use of the senses (sight, hearing, touch) or more, the person is said to be differently abled. For example if a person can’t see, or hear or walk, etc.


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Fig 4.4.3 Blind People Walking on a Street

The taxi driver should look out for differently abled people on the road and make way for any such Ÿindividuals as shown in the image above.

If a person is missing a limb such as a hand or a leg, or is using a walking stick to walk with or without Ÿdark sunglasses (blind person), then the person is differently abled.

If a differently abled person is walking the street, then allow more time for the individual to cross the Ÿstreet.

5. Drunken Drivers, Rash Drivers and Inexperienced Drivers

Everyone who has a driving license does not necessarily drive properly, all the time. This means, a taxi driver may encounter all kinds of bad drivers on the road. Here are some measures you can take to ensure bad drivers on the road don’t affect your driving:

• Try as much as possible to practice defensive driving as described below

Ÿ Fundamental Requirements:

Ÿ Control your speed.

Ÿ Look ahead and expect the unexpected.

Ÿ Be alert and do not distract yourself

Ÿ Dealing with other participants in traffic:

Ÿ Prepare for all kinds of actions and reactions of other drivers and pedestrians.

Ÿ Do not expect the other drivers to do what you would ordinarily do.

Ÿ Watch and respect other drivers.

Ÿ Take care of your vehicle:

Ÿ Maintain a safe following distance.

Ÿ Drive safely considering (adjusting for) weather and/or road conditions.

Ÿ Adjust your speed before entering a bend, in order to avoid applying the brakes in the middle of a bend.

Do not engage in an argument or any kind of conversation with drunk, rash and inexperienced driversŸ

Do not violate traffic rules even when the traffic is low or not existent.Ÿ


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Summary1. Keep in mind that the elderly, differently abled and children need our attention and consideration while driving

2. Be patient when dealing with a stray animal you encounter while driving on the road

3. Respect the right of way given to pedestrians and be understanding when it comes to their presence on the road

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1. What are the pre-checks which a driver must follow?

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2. Explain the actions to be taken during a breakdown

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3. Name the following


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4. Explain stepwise the procedure to pick-up a customer

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5. What are bad driving practices? How to avoid them?

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1. Demonstrate how to make a passenger friendly environment

2. Demonstrate wheel changing of a vehicle

3. Demonstrate hand signals used by drivers

4. Show the process of picking up of passenger and driving safely

5. Visit your local RTO and study the charts about road safety put up there

Activity


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5. Coordinate Schedule and Complete the Assigned Activities

Unit 5.1 - Compliance to Duty

Unit 5.2 - Schedule Coordination and Execution of the Tasks

Unit 5.3 - Customer Centricity on the Job

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1. Show up to work on time, and if possible, early

2. Ensure adequate levels of vehicle maintenance, vehicle cleanliness and carrying various customer consumables such as water bottles, reading material such as magazines and more

3. Ensure reporting to the workplace after completing duties as a taxi for the day

Unit Objectives

UNIT 5.1: Compliance to Duty

The attribute of being able to complete a needed task or fulfill an engagement either before or at a planned time is called Punctuality.

It is really important for the taxi driver to report to work on time as it shows commitment to the job and an active interest in completing your work. Being on time to work ensures you are hired more often and also have a loyal customer base. An added advantage of being on time is that you will be clear headed and focused on the job.

Given below is a workflow to achieve punctuality when desired:

5.1.1 Punctuality

Fig 5.1.1 Being Punctual

The Taxi driver will have to carry out periodical checks to ensure the vehicle is in good working condition. In order to maintain the vehicle in good working condition be sure to carry out the technical checks mentioned in the Section 2.2.4 and also check dashboard indicators for any possible malfunction in the vehicle as stated in Section 2.2.3.

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Once you have completed your journeys or trips for the day, you should report as needed as to your company or your senior at work. This is explained in detail in the Section 3.1.3

Given below is an example for a Daily log for taxi driver for reporting.

5.1.3 Reporting

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Summary1 Be on time to work on a regular basis

2 Always keep you vehicle in good running condition

3 Be consistent in reporting your work status to your company

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1. List the different habits you can cultivate to be punctual at work

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2. Explain the importance of reporting in the workplace

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3. List at least 3 technical checks that is done as part of vehicle maintenance

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1. Come up with new ways to be punctual at work

2. Show up 5 minutes prior to schedule for training in this course

3. Demonstrate at least 5 different technical vehicle checks that can be done as part of vehicle maintenance

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1. Informing the customer after completing previous journey to signify being ready to pick them up

2. Comprehend the nature of different driving activities both routine and occasional.

3. Know location details of destination such as route to be taken, alternate routes, the actual address and essential phone numbers to intimate about delays

4. Plan in advance by a week or more to include tasks such as maintenance, finishing tasks on the route in order to minimize travel distance due to detours

5. Taking the alternate routes to evade traffic jams, accidents and more that are bound to happen on regularly taken routes

6. Manage accounting for self and vehicle in terms of parking tolls, charges and routine vehicle related expenses assigned to him.

Unit Objectives

UNIT 5.2: Schedule Coordination and Execution of The Tasks

5.2.1 Understanding Customer Needs

Understanding the customer needs is very important for Taxi Driver /Chauffeur. It is the responsibility of the Taxi Driver to ensure that the customer is transported by the most comfortable route and reaches the destination as per the schedule. It is also necessary to take care of the customer comfort especially during long driving.

Route Planning

For planning the route, it is essential that the Taxi Driver is familiar with all the options available to him. During short trips reaching the destination as per the schedule is important whereas during long trips, passenger comfort is equally important. While choosing the best route to the destination traffic jams, bad roads etc. should be factored. During long trips, stops on the way to make the customer feel comfortable are to be decided in advance in consultation with the customers, whenever possible. In this context the Taxi Driver should be familiar with the different types of roads as described below.

Types of Roads

Given below are the types of urban roads or roads mostly within the city arranged in descending order of importance

UnderstandingCustomer Need

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1. Expressways

These are roads that connect large volumes of traffic travelling at high speeds. Pedestrians are not allowed on here. These are 6 or 8 lane controlled access highways where entrance and exit is controlled by the use of slip roads.

2. Arterial Streets

These roads connect a city center with the outer areas of the city.

3. Sub-arterial Streets

These roads connect parts of the city with each other, but receive less traffic than arterial roads.

4. Collector Streets

Such roads are used to gather visitors from close by areas within the city and feed it to arterial and sub-arterial roads and vice-versa. They provide access to residential properties.

5. Local Streets

These are used to connect local areas of the city with each other and are similar to collector streets.

Give below are the types of non-urban roads or roads mostly outside the city, arranged in descending order of importance:

Fig 5.2.1 Types of Urban Roads

Fig 5.2.2 Types of Non-Urban Roads

Expressways

Na�onal Highways

State Highways

Major District Roads

Village Roads

Expressways

Arterial Streets

Sub-arterial Streets

Collector Streets

LocalStreets


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1. Expressways

The function of expressways is the same for both urban and non-urban areas.

2. National Highways

These roads connect cities with each other and are laid throughout the length of the country. They connect cities, highways, state capitals etc. with each other. National highways are backbone of the road infrastructure and the major roads in India.

3. State Highways

These are roads which usually link important cities, towns and district headquarters within the State and connect them to National Highways.

4. Major District Roads

These are important roads connecting highways with each other within districts, serving areas of production and markets.

5. Village Roads

These are roads which connect neighboring villages or group of villages with each other and or to the other roads mentioned above.(higher category).

Remaining aspects related to selecting the best route possible through GPS navigation systems are explained in Section 3.1.2.

Customer Comfort

The various aspects of customer comforts are given below.

Seating comfortŸ

Vehicle climate controlŸ

Entertainment en-routeŸ

Long travel tipsŸ

Additional servicesŸ

Seating Comfort

The Taxi Driver should ensure that the customer is seated as comfortable as possible. Ensure that the seats are in good condition with covers intact and floor carpet is properly laid. You should explain the seat adjustments available and set the seats according to the customer preference. Providing more leg space by pushing or inclining the front seat, informing the client about the hand rest are few examples.

Fig 5.2.3 Seat adjustment Fig 5.2.4 Hand rest


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Vehicle climate control

All the modern taxis are provided with Air conditioning system.

The following are the functions of AC.

To cool the airŸ

To circulate the airŸ

To purify the airŸ

To dehumidify the airŸ

In general AC controls the temperature in the car irrespective of the outside temperature. If outside temperature is high, this systems brings down and outside temperature is less, this system will increase the temperature inside the car.

Customer may prefer to travel with AC or without AC. Once the customer settles down in the taxi, the Taxi Driver should enquiry his/her preference before switching on the AC. In case the customer doesn’t prefer AC, car windows should be adjusted for his/her convenience and the window controls should be explained if necessary.

To ensure that the odors in the car escape, the driver should drive the car with windows open for a small distance. In general at the beginning of the travel the AC should be on the higher side and after the temperature stabilizes in the car, it can be brought down. In case the client opens the windows when the AC is on, he/she should be requested politely to close the windows. AC adjustments should also be carried out as per the client preference.

Fig 5.2.5 AC Controls

Entertainment en-route

Modern taxis have many features to entertain the customer en-route such as:

FM radioŸ

Music systemŸ

TabletŸ

Newspaper and magazineŸ

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Fig 5.2.6 Tablet Fig 5.2.7 Car Music System Fig 5.2.8 Wi-fi

The driver should explain to the customer the entertainment options available and extend support to the customer in utilizing them before starting the trip. Entertainment has more values to keep the customer cheerful during traffic jams as well as to keep him occupied during long trips. Always go by the customer preference regarding the volume and choice of music. If the client prefer silence please do so.

Long travel tips

Customer needs are different during short travel and long travel. During long distance travel the Taxi Driver should ensure that adequate amount of customer amenities such as drinking water, reading material and small dry eatables. It will also mean ensuring your vehicle is maintained adequately to perform consistently over the period of the long drive. Given below are some facilities or items needed frequently by customers.

While on long drives which may last more than two days, it is better to prepare for minor repairs while still on the route to the destination. Examples for such maintenance are listed in Section 2.2.4

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It is the responsibility of the taxi driver to keep accounts of parking tolls, charges and routine vehicle related expenses. A small note book with entries as shown below can be utilized for this purpose.

5.2.2 Manage Accounts

Record of Vehicle Related Expenses

Sl.NoDescrip�on of expenses

Date Place Receipt#

1. Parking Charges 10/12/2017Mumbai Airport

3015

Amount

150

2. Toll 13/12/2017Victoria

Terminus1264550

Enter the expenses as soon as possible and mark the serial number on the receipts to avoid confusion while claiming the expenses. Maintaining a book as shown above will give a clear picture on the type of expenses and leads to some control on the expenses.

Given below is an example of a Toll and parking ticket:

Fig 5.2.10 Example of a Toll and Parking Ticket


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Summary1. Be elaborate in your communication with the customer with regard to location status and time to reach pick up point

2. Be familiar the type of driving tasks required by the customer

3. Understand details with regard to driving route, alternative route, exact address of destination and phone numbers to intimate delays

4. Plan well for long trips covering all activities from on-the-route maintenance to refilling customer utilities

5. Try alternate routes when faced with a traffic jam, breakdown or other such similar situations

6. Always keep a record of all charges and expenses incurred during the journey for accounting purposes.

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1. Name the ways by which a Taxi driver can inform the customer about the completion of previous trip.

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2. List at least 2 types of routine drives and 2 types of occasional drives.

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3. What are the items not required for customers during short drives or trips?

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4. Name a few tasks that a Taxi driver can complete without changing driving direction on long drives.

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1. Drive on an Arterial Street and a National Highway and list the differences between them

2. Visit at least two parking and toll booths within your state in India

3. View the accounts kept by an experienced driver which lists all charges paid towards tolls and parking

4. Visit a Taxi Driving School in your State

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1. Explain the inability to reach the pick up or reporting location in the event of travel disruption such as vehicle breakdown or a traffic jam on the current route

2. Keep the customer updated regarding supplies in the vehicle such as water bottles, newspapers, mobile chargers and more

3. Explain the details of accidents, breakdowns or other disruptions to the regular travel schedule which includes arguments and conflict between passengers and the general public

4. Prioritize self-hygiene and cleanliness and at the same time remove any thing in the car which can emit a considerable odor such food items and strong deodorants

5. Grasp personal choices of the customer in terms of music volume in the vehicle, seating adjustments and desired privacy

6. Keep close at hand all emergency numbers needed for assistance during travel

7. Make Use of Google maps to plan routes to new destinations

8. Handle interaction with security staff of destination and also independently take care of taxes and associated fuel bills

Unit Objectives

UNIT 5.3: Customer Centricity on the Job

Customer centricity is the key for success in any business. Apart from the policies and schemes of the companies in transportation business the most important aspect related to the customer centricity is how the Taxi Driver understands the needs of the customer and how he/she conducts himself with the customer. Taxi Driver should make all efforts to ensure that the customer has a pleasant experience during travel. Companies/agencies conduct training program for Taxi Drivers to develop customer centricity in their mind. Another pillar for customer centricity is the realization that companies exit for customers and not vice versa. As success and longevity of the company is important for the Taxi Driver, he/she should follow the laid down procedures to deal with the customer with empathy and common sense.

Some of the important aspects which will keep you customer centric are explained below.

Location Status

You should keep the taxi company informed of your location at regular intervals. Especially at pick and drop off for customer. This is covered under section 3.3.1 and section 3.3.2.

5.3.1 Customer Centricity

Fig 5.3.1 Taxi Driver Calling Taxi Company


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Customer Amenities

The taxi driver should always keep the taxi vehicle well stocked with customer amenities such as drinking water, reading material, music and more. This is covered in detail under section 5.2.1.

Notifying Altercations between Customer and Others

When there is a conflict between the customer and you, or others, it is best to stay calm and work towards a peaceful and fast resolution of the matter at hand.

This is covered in detail under Section 3.3.2, point 5.

Self-Hygiene and Cleanliness

A Taxi Driver should maintain a high standard of self-hygiene and cleanliness. Be sure to have a bath every day, use deodorant and maintain a cleanly shaved appearance. If growing a beard, keep it nicely trimmed.

Fig 5.3.2 Keep Your Hands Clean

Specific Customer Needs

You must understand and respond to specific requirements of the customer such as music volume, luggage such as shopping bags, seat angle adjustment for seating comfort and more. This is covered in detail under section 5.2.1.

Fig 5.3.3 Volume control in a vehicle

Emergency Contacts

You should keep all relevant emergency phone numbers ready for use in the event of an emergency. Given below is a list of emergency contact numbers valid for use across India


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Phone Number

102

Emergency Services

Ambulance

101 Fire

108 Disaster management

181 Women's helpline

100 Police

1097 AIDS helpline

1098 Child abuse hotline

+91 9540161344 Air ambulance

Table 5.3.4 PAN India Emergency numbers for Taxi Drivers

Route Planning

The taxi driver should always plan the route properly using GPS maps and related tools.

This can be done as explained under section 3.1.2.

Handling Simple Tasks

Apart from the support to be extended to the customer during pickup and drop as explained in section 4.2.1, the Taxi Driver should take care of the following simple task to be more customer centric.

While dropping the customer inside the apartment complex, industries or a tech park with many Ÿ buildings, taxi driver should handle interactions with building security staff to complete the journey and drop the customer to the exact location.

Given below is an example of a Gate Pass which should be filled in to enter certain locations or destinations

Fig 5.3.5 Example of a Gate Pass

• Explain the customer the important places he/she can visit when the customer is from the another part of the country.

• Assist the customer to select the place to stay in case he/she enquires about it.

• Assist the customer with local language when he/she is in conversation with locals.


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Summary1. Always intimate the company as well as the customers about delays reaching the pickup point

2. Keep the vehicle well stocked with utilities such as drinking water and reading material

3. Always maintain an updated list of emergency contacts for the benefit of the customer

4. Be familiar with all activities required to drop off the customer at the desired destination

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1. Name at least 2 duties a taxi driver must perform other than driving the vehicle.

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2. List the ways in which a taxi driver can follow cleanliness while at work

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3. Which are the items that taxi drivers should avoid carrying in the vehicle and why?

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4. List at least 3 situations with regard to altercations or arguments that should be avoided when traveling with a customer

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1. Demonstrate how to handle a frustrated customer

2. Visit a Taxi Company and study their minimum requirements for hygiene and cleanliness of self and vehicle

3. Demonstrate the ways in which you can convey a delay in reaching the pickup point to the customer and the taxi company

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6. Drop the Customer Safely Using the Quickest Route for Chauffeur

Unit 6.1 – Conformance to Standard Driving Practices

Unit 6.2 – Picking and Dropping Passengers

Unit 6.3 – Conformance to Traffic Regulation

Unit 6.4 – General Conduct on the Road

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1. Determine that all checks to verify the road worthiness of the vehicle has been carried out

2. Identify all necessary documents needed for driving and store in the vehicle

3. Inspect all vehicle gauges on the dashboard for any malfunction and take action accordingly

4. List all activities to be executed for ensuring the customer/passenger has a smooth ride

5. Operate the vehicle to ensure optimal fuel efficiency

6. Conform and comply with traffic regulations while driving

7. Make use of necessary hand and vehicle signals to indicate driving direction

8. Minimize conflicts with people while driving and stay calm and collected

9. Utilize vehicle functions to add to driving safety

10. Prioritize the well-being of the elderly, children and differently abled customers over other people while driving.


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1. Conclude that all checks are carried out for road worthiness of the vehicle

2. Determine and conclude if necessary documents are available for self, passengers and goods

3. Inspect the vehicle gauges for adequate functioning of the vehicle when you start the vehicle for the first time along with the navigation systems

4. List all the activities to be carried out to achieve a smooth ride for the passenger such as

a. Changing gears seamlessly, leading to a smooth ride

b. Steer the vehicle optimally using all controls and systems available such as ECS, crash avoidance, ABS etc.

c. Use driving instruments and accessories such as windows, window wipers, AC Controls etc.

d. Monitor signs and warning lights on the dashboard and take appropriate action to resolve indicated Check for vehicle malfunction and respond immediately to fix malfunction, and report said malfunction to elicit help

e. Inspect the GPS periodically throughout the journey

Unit Objectives

Unit 6.1: Conformance to Standard Driving Practices

Though Taxi Driver and Chauffeur drive vehicles for transporting people from place to place, there are some differences between their roles. Chauffeur works for a person or for a company. When they work for person, the owner of a car gives him salary on monthly basis. In the case of organizations, chauffeurs will pick up customers similar to a taxi driver in all respects, except that, the fare for each trip is not collected from the customers. The employing organization will pay the chauffeur a fixed salary on a monthly basis. In rare cases, Chauffeurs will be paid daily or by the hour.

In general chauffeur drive expensive cars owned by individuals or companies. Unlike Taxi Drivers has a rule in helping customer to get in and out of the car, run errands, and carry luggage. Also Chauffeur working hours are based on the needs of their clients.

6.1.1 Role of a Chauffeur

Fig 6.1.1 Individual Car Owners Fig 6.1.2 Organization-Owned vehicles


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Standard driving practices are common for both Chauffeur and Taxi driver and they are covered extensively in Section 4.1.1. Only summary points are provided below for recall. Please note that the exercises are not same as the exercises under Chapter 2.

6.1.2 Adherence to Standard Driving Practices


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1. Always make sure the vehicle is road worthy through appropriate technical checks

2. Always follow good driving practices

3. Be equally good at driving in forward gear and the reverse gear

4. Overcome malfunction or breakdowns to continue driving

5. Ensure the customer has a good ride experience by meeting all customer needs

6. Always follow relevant traffic rules and regulations to ensure a safe and smooth ride

Summary

Notes

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1. What is the document shown in the image below?

a. Driving License

b. Badge

c. Insurance

d. Vehicle License

2. Name all the components in a vehicle which controls windshield visibility.

3. Describe the working of a ventilation system in a vehicle

4. List at least 5 dashboard indicators and mention when they indicate a malfunction and what can be done to fix it.

5. Explain the diagnostic checks used to identify malfunctions in a vehicle

Exercise

1. Visit at least one privately run and one publicly run driving school and write down what you see.

2. Demonstrate how to park a vehicle using reverse gear with and without an assistant.

3. Visit a local garage and troubleshoot at least 2 problems with a car being serviced.

Activity


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1. Help the customer get into the vehicle and get settled for the journey by:

a. Helping elderly or differently abled customers get into the vehicle

b. Helping the front seat passenger buckle up his seatbelt

c. Show the customers the location and use of any reading material and audio-visual entertainment media present on the vehicle

d. Adjust Air Conditioning within the car according to the customer’s needs

e. If the customer requests it, tune in to the radio station of his/her choice

2. Choose the travel route according to current traffic conditions and distance

3. Ensure to drive while following local and national traffic rules and regulations and driving through the most optimal route. Ask for directions from locals if unsure of the route.

4. Avoid the use of high beam headlights within city limits and unnecessary honking

5. Avoid using mobile phone while driving

6. While conversing with the customer steer clear of topics involving religion, politics and related issues

7. Help the customer alight from the vehicle by

a. Assisting elderly and differently abled customers get down

b. Not demanding tips at the end of the journey, and accepting tips only when offered

c. Unload the luggage out of the vehicle and hand over to passenger

e. Wish the customer as deemed appropriate before leaving

Unit Objectives

Unit 6.2: Picking Up and Dropping Passengers

All the points related to the topic except helping the elderly customers in and out of the car and support to wear seat belt are covered in Section 5.2.1 . Chauffeur should deal with lot of patience to help the elderly persons. Many times it is necessary to make use of wheel chairs for this purpose.

6.2.1 Help the Customer


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Tips for Helping a Senior In/Out of a Car:

Look for slip or trip risks in surrounding areaŸ

Use non-slip footwear Ÿ

Keep head and body upright Ÿ

Lower your hips rather than bending your knees to adjust to the height of the elderly customer Ÿ

keep weight close to your center of gravity Ÿ

Bear weight on your forearms while liftingŸ

Take load on legs rather than on backŸ

Do not rotate your spine while liftingŸ

Replace lifting with push or pull whenever feasible Ÿ

Operate within your limitsŸ

Tips for Wheelchair Transfers.

When transferring, positioning and helping elderly adults get from a wheelchair to a car:

Help elderly to wear a gait (Safety device used for moving a person from one place to another) during Ÿtransfers.

Make more room by moving car seat back after opening the car doorŸ

Standing on your pull the wheelchair toward you between the seat and car door Ÿ

Help elderly to bring them to a standing position by holding the gait belt Ÿ

Make use of your legs to pull up for strength.Ÿ

Make older adult lean forward from the arms of the wheelchair Ÿ

Ensure to pivot yourself and the older adult so that his or her backside is toward the inside of the car.Ÿ

Assist them to sit on the seat with their legs still out of the car. Ÿ

Help them move their legs into the car once they are sitting and have been given a moment to gain Ÿtheir balance.

Assist with the seat belt, and close the door of before going to your own seat.Ÿ

Customer travelling in the front seat has to wear seat belt. Chauffeur should help the customer in wearing the seat belt properly as illustrated below.

6.2.2 Seat Belt


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Route planning should be based on current traffic conditions and distance. Please refer section 5.2.1 for detailed information on route planning and section 2.1.1 for adherence to traffic regulations

6.2.3 Route Planning and Adherence to Traffic Regulations

Remaining Safe driving habits are covered in detail in section 4.2.1 . Few important points are illustrated below.

6.2.4 Safe Driving Habits

Assisting elderly people in getting in and out of car is explained in detail in section 6.2.1. Ÿ

Chauffeur should not demand for tips, but should accept them when offered.Ÿ

6.2.5 Assist in Alighting

Check that all the luggage is unloaded and handed over to the customer.Ÿ

Fig 6.2.1 Tips offered by customer

Your temples should be posi�oned in the center of the headrest.

This por�on of the belt should be centered on the collarbone.

Avoid reclining the seat back too much.

This por�on should be low and close-fi�ng to your hips.


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Fig 6.2.2 Chauffeur handing over luggage to the customer

Fig 6.2.3 Chauffer wishing customer while leaving

Do not forget to wish the customer before leavingŸ


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1. Ensure you build a rapport with the customer over the duration of the journey by being courteous, and obliging the customer in any way possible

2. Check that the fare meter is switched on and show the initial meter reading to the customer.

3. Ensure the customer has a safe and smooth ride by checking if the customer has fastened the seatbelt, the doors of the vehicle are locked and the air conditioner and the radio is set to the customers preferences.

4. Choose the best route to the destination based on traffic conditions and distance, and use GPS to navigate and ask for directions when necessary

5. Help the customer alight from the vehicle, and unload their luggage as needed. Collect the corresponding fare while not asking for tips and bid the customer farewell before leaving

Summary

Notes

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1. What are the steps for a chauffeur to take to ensure the customer has a good ride?

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2. List the topics you should avoid while talking to a customer during a ride

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3. List the steps to take to select the most practical route to a destination

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4. Why are good driving practices important to a chauffeur?

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5. What is shown in the image below and how can be used to improve customer experience:

_______________________________________________________________________________

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_______________________________________________________________________________

Exercise

1. Ride in the passenger seat in a cab and observe all the things the chauffeur does to make you comfortable.

2. Demonstrate the essential conversational skills expected of a Chauffeur

3. Demonstrate at least 2 good driving practices while driving

4. Use GPS to reach a destination using two different routes and calculate and record the time taken for each drive.

5. Demonstrate how to load luggage for a frustrated or a drunk customer

Activity


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Identify local traffic regulations according to the state currently in, and follow said regulations such as:

1. Change lanes in traffic while staying within speed limit

2. Maintain a safe distance from other vehicles in traffic by keeping a check on speed

3. Use appropriate hand or vehicle signals while driving to ensure other drivers know your manoeuvres well in advance

4. Use all available vehicle functions to aid in driving safely

5. Solve any issues you encounter while driving by keeping a calm mindset and addressing issues without losing your cool.

Unit Objectives

Unit 6.3: Conformance to Traffic Regulations

As a Chauffeur you should always follow traffic rules and drive within the set regulations of the law.

Detailed information on this is provided in Section 4.3.1.

6.3.1 Complying with Traffic Rules

A Chauffeur must also read and follow the instructions of road signs which will indicate the condition of the road and how it should be used.

Detailed information on this is provided in Section 4.3.2.

6.3.2 Signs


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1. Ensure compliance with all relevant traffic rules and regulations

2. Handle unpleasant incidents with passengers and pedestrians while remaining calm

3. Ensure the customer has a pleasant experience throughout the drive

4. Navigate during the drive effectively using GPS and asking pedestrians and locals

5. Collect the exact fare and do not expect tips

Summary

Notes

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1. List at least 5 traffic rules related to turning the vehicle.

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2. Explain the necessity of hand signals when vehicles have indicators.

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3. Which are the most frequently used hand signals?

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4. Which are the best ways to avoid traffic jams?

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5. How does a chauffeur deal with a customer who is stressed out?

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6. What does the hand signal shown in the image below mean?

Exercise


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1. Meet a chauffeur who has more than 10 years of experience and record his/her most stressful ride experiences

2. Locate and photograph at least three different chauffeur uniforms and list the similarities and differences between them

3. What are the ways in which chauffeurs can help the elderly and the differently abled while driving?

Activity


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1. Give special consideration to children, the differently abled and elderly

2. Follow all rules pertaining to the general public and be kind to stray animals while driving

Unit Objectives

Unit 6.4: General Conduct on the Road

Road Users will vary in age and physical capability; hence you as a Chauffeur and Taxi Driver will have to be careful when dealing with the elderly, disabled, children and even frustrated road users.

Detailed information on how to handle all kinds of road users is given in section 4.4.

6.4.1 Types of Road Users


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1. Keep in mind that the elderly, differently abled and children need our attention and consideration while driving

2. Be patient when dealing with a stray animal you encounter while driving on the road

3. Respect the right of way given to pedestrians and be understanding when it comes to their presence on the road.

Summary

Notes

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1. List the ways in which Chauffeurs can show special consideration for the elderly

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2. Name at least two traffic rules favouring the differently abled

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3. Mention as many traffic regulations benefitting the elderly and children as possible

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4. What should you do when traffic is blocked by a stray animal as shown below:

Exercise

1. Help an elderly or a disabled person to cross the road

2. Assist an elderly person in boarding a vehicle when it seems appropriate

3. Visit a driving school for the disabled to understand the difficulties they go through

Activity


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7. Work Effectively as Team

ASC/N 0002

Unit 7.1 – Interact & communicate effec�vely with colleagues including member in the own group as well as other groups

Unit 7.2 – Organiza�onal Context

Unit 7.3 – Technical Knowledge


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1. Develop clear lines of communication with colleagues using face-face interaction, telephonic and other means

2. Ensure you keep to the work schedule and deliver on commitments made to other colleagues and peers.

3. Prioritize and show respect for colleagues while performing work

4. Identify, prioritize and meet commitments made to colleagues

5. Inform colleagues of delays in meeting commitments in advance

6. Recognize any problems with colleagues and take the initiative to resolve them

7. Apply and practice all existing procedures and policies with regard to working with colleagues

8. Explain Organizational Policies and Procedures

9. Illustrate the Importance of Effective communication and different techniques to communicate

10. Identify the need for a workplace driven by mutual trust and respect

11. Analyze the effect of your work on the schedule and work of others in the organization

12. Elaborate the importance of information required by colleagues and provide the said information to them

13. Outline the importance of supporting colleagues in their work.


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Unit Objectives


1. Make use of various media such as online means and face-face interactions to establish and sustain clear lines of communication with colleagues.

2. Tell colleagues important information according to organizational needs using verbal and non- verbal means.

3. Illustrate to colleagues important information as required by organizational need through verbal and non-verbal means

4. Ensure that the way you work will show respect to all other colleagues and peers at the workplace

5. Tell colleagues in advance about delays in meeting commitments or the inability to meet the commitment completely

6. Find problems with regard to working with colleagues and try to solve them by taking the initiative

7. Recall organizational policies and processes with regard to working with colleagues

UNIT 7.1: Interact & communicate effectively with colleagues including members in the own group as well as other groups

7.1.1 Communication Skills

Communication is sending and receiving information between two or more people.

People exchange information by speaking, writing or signing. Information is also sent and received involuntarily through body language.

7.1.1.1 The Process of Communication

The process of communication includes a sender, receiver and a message sent between them, and feedback. And in some cases there will be interference. And the surroundings in which the communication is happening is called environment.


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Fig 7.1.1.1 Process of Communication

1. Sender/Source

The person who shares information, ideas or solutions to other with a purpose is called sender or communicator.

2. Message

This can be any type of information sent by the sender.

3. Receiver

The person receiving the message is called the receiver. The receiver usually doesn’t just receive the message but also understands and acts on it.

4. Feedback

This involves understanding and confirming that the message received.

5. Environment

This includes the physical space and the current mindset of the participants. The physical layout refers to the room or outside space in which the communication is happening, the lighting, ambient noise and so on. The mindset of the participants refers to the attitudes between the sender and the receiver – toward each other

6. Interference

This refers to the presence of factors that will change the meaning of the message. This may range from ambient noise, extreme temperatures or even the bias that people hold against each other ( positive or negative )

7. Channel

This refers to the medium used to communicate the message which may range from spoken words to written words, using online (computers, cell phones) and offline (face-face speaking, notepad or Blackboard) means.


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7.1.1.2 Components of Effective Communication

Scientific Research has shown that effective communication consists of three components as given below

1. Verbal communication/what is actually said with Tone of Voice/how it is said

2. Body Language/ an involuntary combination of posture and gestures

The chart below indicates the composition of the three components used every time communication occurs:

Fig 7.1.1.2 Process of Communication

7.1.1.3 Body Language

While it is important to watch what you say, it is even more important to know how to say what you to.

Even before you start talking, the way you stand, sit, and walk along with what you do with your hands will affect what you are trying to convey through words. Facial expression will also add to the clarity of what is being said.

For example, Let us assume you as a taxi driver/Chauffeur you wish the customer/passenger a good morning with a louder voice than normal, with a genuine cheerful expression on the face. Then you will have communicated to the passenger that you as a driver will ensure to make the taxi ride comfortable and pleasant. (But make sure not to startle the customer/passenger while greeting them).


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Fig 7.1.1.3 Body Language Chart

Body Language

And considering another example, if the customer or passenger requests for a different route while riding and you refuse to oblige the request without an adequate explanation, then the communication has failed. It wouldn’t matter if you used polite words; if the tone of voice is stressed or annoyed then the customer would become uncomfortable. In this case the best thing to do is explain that you cannot follow a route because of traffic conditions, or other valid reasons, after which you have to apologize politely for any inconvenience it may cause to the customer/Passenger.


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7.1.1.4 Verbal Communication

This consists of the spoken word and the tone of voice that one uses to convey a message. To communicate well verbally you should maintain clarity of speech, keep calm and stay focused on the message at hand.

You should also focus on inflection which refers to stressing on the right part of a sentence. The tone of voice plays large role in verbal communication. The tone of voice can convey happiness, tension, frustration, cheerfulness, fear and so on.

Fig 7.1.1.4 Verbal Communication

7.1.2 How to Communicate Effectively at Work

One of the most crucial business skills is communication, irrespective of the industry or domain being referred to. Therefore it is good to know the fundamental principles behind business communication. Here is a step-wise guide to become an effective communicator at work:

1. Listening – this is the first step towards being an effective communicator, and probably the most important. As a taxi-driver you should not interrupt the customer/passenger, try to predict what the customer/passenger says before they say something. Make sure you listen to what the customer is saying when he/she is saying it.

Fig 7.1.2.1 Driver listening

2. Observing and responding to Body language – as mentioned earlier, body language can convey a lot about the person trying to communicate. For example, if the customer/passenger says it is ok that temperature from outside the cab isn’t bothering them, but says so with stressed tone of voice or sweating, then you can go ahead and roll the vehicles windows and switch on the AC.


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Fig 7.1.2.2 Body language (Customer Sweating)

Accuracy:The wrong messagemay be worse than

none at all.

Coordina�on:Keep others informed of what

they need to know, without over burdening them with unnecessary informa�on

Informa�on:Who needs to

know what

Good Communication

Timelines:A message delivered too

early or too late may add toconfusion

Confirma�on:Make sure the right

people have the informa�on they need

3. Preferred Mode of Communication – each person will have favored choice of communication. In the case of a taxi driver/chauffeur, this may mean communicating with the senior driver or transport manager through email or telephone according to personal preference ( of the senior driver or manager )

Fig 7.1.2.3 Good Communication

PHONE

BE AWARE OF YOUR SPEAKING VOLUME.Some people just don’t know how loud they are, especially when their a�en�on is focused on the person on the other line.

DON’T ANSWER YOUR PHONE WHEN MEETING WITH OTHERS.If you answer a call, you’re basically telling the person you’re mee�ng that someone else is more deserving of your �me than they are.

DON’T PLACE YOUR PHONE ON THE TABLE WHEN MEETING OTHERS.Otherwise, it looks like you’re ready to drop them and connect with someone esle.

LET THE OTHER PERSON KNOW WHEN YOU HAVE THEM ON SPEAKERPHONE.If you must put someone on speakerphone, make sure you immediately let them know who else is in the room with you.


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Fig 7.1.2.4 Communicating over phone and email

Fig 7.1.2.5 communicating over instant message and text message

Fig 7.1.2.6 Communicating over Video Chat

EMAIL

USE A PROFESSIONAL EMAIL ADDRESS.Never use email addresses (perhaps remnants of your grade - school days) that are not appropriate for use in the workplace,such as ‘drive...’or’ babygirl@...’

USE EXCLAMATION POINTS SPARINGLY.If you choose to use an exdama�on point, use only one to convey excitement

THINK TWICE BEFORE HITTING “REPLY ALL’’No one wants to read 20 emails that have nothing to do with them

BE CAUTIOUS WITH HUMOR.What may be funny when said out loud can come across differently when wri�en. When in doubt, leave it but.

INSTANT MESSAGING

YOU SHOULD KNOW THE PERSON.If you only know the person through social media but have never actually met them, you shouldn’t IM them.

KEEP THE CONVERSATION SHORT.If the message wil require the receiver to take �me to think about their response, you might want to send an email or call them instead.

NEVER SEND BAD NEWS VIA IM.IM is too casual a medium to have an important conversa�on, Par�cularly one that’s nega�ve.

TEXTING

BE CAREFUL WITH ABBREVIATIONSShortcuts are common today, but make sure it’s appropriate for ‘u’ to be that informal.

DON’T CHANGE MEETING TIMES OR VENUES IN A TEXT.Poten�al a�endees may not check their phones in �me.

SKYPE

LOOK AT THE CAMERA.Looking at the computer screen will make it seem like you are looking down, but when you look directly at the camera, you wil appear to be looking your contact in the eye.

DON’T GESTURE TOO MUCH.Although such expressiveness may be acceptable in person, it may be too much when you fit all in one window.


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4. Tone of Voice – Always sense the tone of voice of the customer/passenger or the senior colleague at work in order to get the right message. This means knowing when a customer agrees to a different route with a frustrated tone of voice, in this case you will have to ask the customer/passenger again if they are comfortable with the route choice.

5. Keep it Formal – always ensure as a taxi driver/chauffeur you keep your communication strictly formal with the customer/passenger and not get casual. Being casual with the customer is mostly unprofessional and might be interpreted as a sign of disrespect.

6. Keep Communication Objective – while driving customers, you are bound to pick up frustrated, irritated or stressed people once in a while at least. In this case, make sure that you are patient with the customer and answer customer queries without using emotional responses. Meaning if the customer is rude to you because of a traffic jam making him/her late, then calmly explain that you are doing your best to reach the destination and not reply rudely.

7. Restate what you hear – it is advisable to repeat the name of the destination, or any instruction the customer says clearly, back to the customer to re-confirm what was said. This will make the passenger/customer feel they are being heard and will prevent any miscommunication which may lead to delays later.

8. Always keep improving – make sure you keep practicing these habits for getting better at good communication.

7.1.3 Respecting your Colleagues, Peers and ClientsA work environment where everybody is respected will minimize the probability of conflict between team members. In the case of a taxi driver the person working will have to interact most of the time with the customer/passenger and for a limited amount of time with the other taxi company employees. In the case of a chauffeur the person working will have to interact with the owner of the vehicle or the organization who has hired the chauffeur.

1. Be Kind and Courteous

Make it a point to ask for the customer’s name and prefix the name with Sir or Madam. And when in the taxi company or other employing organization (in case of Chauffeur) make sure to learn everyone’s name and always address them by it.

Example: Greeting and saying Goodbye to the customer

Fig 7.1.3.1 Greetings


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An important part of a taxi driver/chauffeur’s job is to greet the customer/passenger who gets into the vehicle. This is especially important for beginner drivers who are new to dealing with customers. Such fresh drivers can go through and try out which would be the best way to say hello, and the most appropriate way to address women and men based on the language in the region. The same procedure should be followed when the customer/passenger exits the cab. You can say thank you and goodbye when the passenger/customer exits the cab.

2. Respect Personal Space and Boundaries

This applies to the customer as well as the employees in the taxi company. The taxi driver will have to ensure that the customer/passenger has his/her privacy. This means not talking to the passenger unless it is to answer a query.

3. Be Reliable and Consistent

Always show up to work on time and meet all work commitments such as completing customer rides within time and filling the log register before signing off for the day. And if you are to take a leave of absence then inform a replacement driver to take on your driving duties for the day. Make sure to keep the taxi company management apprised of all changes in schedule, well in advance.

4. Be Objective

Ensure to leave emotion out of work activities, especially if they are negative. This means you as a taxi driver will have to answer queries posed by the customers and senior colleagues in an unbiased, calm and neutral manner. In case of conflict with either the customer or a colleague, make sure to resolve it immediately when you get the chance.

5. Be Collaborative

As a taxi driver/Chauffeur you must be ready to pick up the slack for others when the opportunity presents itself. This means taking on another colleagues shift when they cannot show up to work on a particular day.

Fig 7.1.3.2 the Elements of Professionalism

Be the best

Pros strive to excel, and excellingat every level is how you build a

great career.

Be dependable

Pros keep their promises,meet their commitments,learn from their mistakes,

and take responsibility for their errors.

Be ateam player

Pros know how tocontribute to larger

cause and make othersaround them be�er.

Be Posi�ve

Be ethical

Responsible pros workto avoid ethical lapses and

weigh their op�onscarefully when facing

ethical dilemmas.

Be respec�ul

Good business e�que�e is a signof respect for those around you;

respec�ng others is not only good, it’s good for your career.

You owe it to yourself,your colleagues, and

your company to maintain a posi�ve

outlook even when the going gets tough.


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7.1.4 Honoring Commitments at Work

When working for an organization it is important to complete work according to the planned schedule. This will ensure high productivity in the workplace and better morale amongst colleagues and peers. Given below are some ways to ensure you meet work commitments as planned:

1. Make and choose your commitments on purpose and according to plan

Always ensure that any commitments you make are well thought out and planned. Never make a commitment that you are not completely sure of keeping. With regard to a taxi driver/Chauffeur this means that you have to pick and choose your driving assignments according to your state of mind (relaxed or tense), whether you are rested and alert (getting adequate sleep, or feeling sleepy) and so on.

2. Make sure your Decisions are firm and resolute

Once you make up your mind about a commitment make sure your mind does not waiver about the decision made. For a Taxi driver/Chauffeur this means that you will have to plan pick-ups well in advance and not change your mind about the pick-up after accepting it, unless there is a genuine emergency.

3. Know the Consequences of not meeting a commitment

Always ensure that you know the adverse effects of not following up with a commitment. And remember it when you are thinking about ignoring, or overlooking a commitment. This will serve as a negative incentive to keep the commitment. In the case of a taxi driver/Chauffeur you will have to think of the fare you might lose for delaying or cancelling a pickup.

Fig 7.1.3.3 Delayed Pickup

7.1.5 Handling Conflict at Work

Every workplace is sure to have situations where colleagues will find themselves on the opposite sides of an argument. This means that friction and conflict between colleagues is a common occurrence, but colleagues will have to see to its immediate resolution to ensure a harmonious workplace

1. Address the Issue Sooner than Later

Whenever there is a problem at work it is best to bring it up the next available opportunity and resolve it. If this is not done, the productivity of work may be affected and may lead to bigger issues in the immediate future. For example if customer is found to be smoking, politely explain your view that smoking is not permitted in taxis.


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Fig 7.1.3.4 Taxi driver addressing the issue.

If in case a taxi driver/Chauffeur has a problem with the taxi company management or employees, then he/she should bring it up with face to face interaction and try to resolve it immediately.

2. Try and Find Common Ground

If the customer is frustrated with a traffic jam and a route chosen to reach a destination, then the driver can start off by pointing out that the traffic in a city cannot be controlled by any single individual.

Fig 7.1.3.5 Traffic jam

3. Listen to the passenger/customer while keeping an open mind

Taxi driver/chauffeur have to listen to the grievance of the passenger/customer patiently and not be affected by the intensity of the discussion.


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Fig 7.1.3.6 Driver listening to passenger/customer grievance

4. Stay Calm and Speak in a soothing tone when it is your turn to talk

When talking to the customer/passenger, the taxi driver/chauffeur should speak with detachment and should not respond emotionally to the customer.

Fig 7.1.3.7 Driver responding to the customer calmly

5. Be aware when a third party is required

When you are in the middle of an argument that is going out of control, it is best to bring in a third person or authority that is neutral to the situation. This will ensure that the dispute between people is halted, and a consensus is reached between the parties/individuals. When a taxi driver/chauffeur is in an argument with a customer/passenger, he can call the taxi company to mediate a resolution or take the help of a government official such as a traffic policeman to diffuse and resolve the situation


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6. Learn from resolution as well as the conflict itself

Ensure that, when you have the time, you analyze the cause of the argument/conflict and prevent such situations from repeating again. Also make it a point to remember how the entire conflict was resolved in the end.

Fig 7.1.3.8 Traffic policeman resolving the situation


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Notes

Summary

1. Always develop and maintain clear lines of communication with colleagues.

2. Stick to the planned Work Schedule and keep commitments with regard to work

3. Respect colleagues while executing work and keep people informed of any delays that are expected

4. Make it a point to keep a good rapport with colleagues and customers and solve any issue that arises out of conflict

5. Ensure that you follow company policies and procedures as needed at work

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Exercise

Answer the following:

1. Write the process of communication?

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2. How do you improve verbal communication?

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3. What are the components of non-verbal communication?

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4. What are the ways to resolve conflict?

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1. Demonstrate how to resolve a conflict with a passenger in a vehicle using role-play

2. Show which is the set effective and ineffective habits and procedures used in communication

3. Practice verbal communication using role play. Each one of you can introduce themselves to the rest of group who act as group of passengers.

Activity


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1. List the organizational policies and procedures relating to working with colleagues and roles and responsibilities linked to the same

2. Explain the importance of various ways to communicate and the situations in which they can be used.

3. Illustrate the need to create a workplace where colleagues and peers trust and respect each other

4. Analyze the impact our work will have on another colleague/teams work and their planned schedule.

Unit Objectives

Unit 7.2: Organizational Context

7.2.1 Compliance with Company Policies and Procedure

A major part of following organizational policies is to work within the range of your job role and its responsibilities. Therefore it is important for a chauffeur/taxi driver to know the limits of a job role and procedures to follow when there is a doubt about a particular task is part of your job role.

7.2.2 Working within organizational roles and responsibilities

When job roles are not defined properly, it might lead to low productivity and poor quality of work in the workplace. When required, employees in an organization should clarify doubts regarding their job role and work instructions.

This can be achieved by:

Looking out for consistent and periodic support from senior colleagues, supervisors or managers as is Ÿrequired

Utilizing consultation with work colleagues and along with staff meetings with superiorsŸ

Referring to professional guidelines within the organization for use within and outside the Ÿorganization

Getting your position in the company stated in clear terms, or refer company manuals and Ÿprofessional standards and legislative provisions which are universally applicable

Getting your core competencies analyzed through systematic assessmentŸ

Keeping a record of all your work according to organizational standards for documentationŸ


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7.2.3 Clarifying Work Instructions

A major part of following organizational policies is to work within the range of your job role and its responsibilities. Therefore it is important for a chauffeur/taxi driver to know the limits of a job role and procedures to follow when there is a doubt about a particular task is part of your job role.

Fig 7.2.1 Organizational Policy, Process and Procedure

Verbal Instructions

When you need to clarify a verbal instruction, as an employee you can ask the individual delivering the instruction to rephrase or repeat the instruction. This repetition or rephrasing should serve the purpose of clarifying the doubt about the instruction. When you choose to obtain clarification from another employee, you should make sure the individual should be able to provide precise information about the task to be performed.

If you are still not clear on the work instruction, the next step would be to ask for the instruction in writing and/or refer the existing workplace policies and procedures.

There are also cases where the organizational policy itself is not clear and needs to be re-written altogether with consultation from higher management.

Specialist advice is another option that can be leveraged when the written policies are unclear. This can be the actual individual who has written or sanctioned the actual policy or a member of the higher management as the situation requires.

With regard to a taxi driver/chauffeur this means that instructions regarding customer service and driving etiquette have to be clarified. This can be anything ranging from the way to load and unload the luggage to the number of trips a taxi driver/chauffeur is allowed to make in a day.


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7.2.4 Good Work Relationships

Human beings are social living beings who need positive interactions in the form of friendships and other such positive interactions. Established research has shown that after food, water and safety the next thing that man needs are relationships such as friendships and other ties in life which fulfill a human’s need to belong in an environment.

And since a people spend at least half of their waking hours at work, the individual will have to have good working relationships to have a balanced and fulfilling life.

The characteristics of a good working relationship include, but are not limited to:

1. Trust and Open Communication

This forms the basis of every functional and healthy relationship. When there is trust among team members and between teams, communication will be more effective with room for more open and honest information exchange.

2. Mindfulness

In this context Mindfulness means taking full responsibility of one’s words and actions. Mindful individuals are careful about what they say and do. Try to be as objective as possible while dealing with the employing organization or the passenger/customer and leave out your personal bias and judgment.

3. Welcoming Diversity

This is very important to a taxi driver/chauffeur since the driver is bound to come across people from different parts of the country and in some cases, the world. This can be the customer/passenger or taxi company management/ employing organization.

For example if as a taxi driver/chauffeur you come across different opinions about how to treat a customer from written organizational policies and what your supervisor tells you – then you should carefully consider what has been said by the senior driver or supervisor, apply the insights of higher management into existing practices and policies. This will lead to a more productive workflow and better customer happiness.

4. Mutual Respect

Make sure to value the opinions of both the employing organization and the customer/passenger and find a good balance in between. This will ensure you respect everyone associated with the organization and make way for a smooth workflow.

5. Where to Build Good Work Relationships

This will depend on the stakeholders in a particular organization. In the case of a taxi company/ employing organization the stakeholders from the perspective of a taxi driver/chauffeur is the customer, the supervisor/senior driver at work, other similar driver colleagues within the same company. It may also include higher management within the employing organization.


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Fig 7.2.2 Good Work Relationships

7.2.5 How to Build Good Work RelationshipsNow that we have established the individuals and the location where to start off build good work relationships, you can now focus on how to go about doing it:

1. Develop your people skills

This is extremely important to a taxi driver/chauffeur who has to interact with people from different social and economic backgrounds and cultures on a daily basis. This means the individual will have to accommodate the customer in any possible, making the ride a pleasant one. You as a driver will need to collaborate, communicate and resolve conflicts on the spot to make sure you are considered as a good taxi driver/chauffeur.

Fig 7.2.3 Taxi driver interacting with different people

2. Build Emotional Intelligence

This is a more specific detail of the point mentioned above. As a taxi driver/chauffeur it means to know when to offer help to the customer, and when not to. It also means being sensitive to the moods and hardships faced in booking and boarding the taxi/vehicle. This will help you serve your customer/passenger on an emotional level.


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7.2.6 Choosing the Right Method to Communicate at WorkThe process of transmitting information about and within the organization and its products and services is called business communication.

1. Recognize your target audience

The first step towards communicating effectively is to make a note of whom you are communicating with. If it is the customer then it is best to call or message the customer since they are direct forms of communication and convey a sense of urgency when they are initiated.

3. Manage your Boundaries

This is also largely helpful to taxi driver/chauffeur in terms of knowing when not to cross the line in terms of necessary conversation, actions and help offered. For example to start a conversation on your own and expecting the customer to talk would be violating the customer’s choice to remain silent or not speak.

4. Difficult Relationships

This refers more to interaction between the taxi driver/chauffeur and the supervisor/senior driver and other peers at the office or in the field. Every once in a while you as a driver are bound to be forced to work with people with whom you don’t necessarily get along. In such cases you should make a conscious effort to make sure professional interactions are not hampered and no conflicts arise.

Fig 7.2.4 Emotional Intelligence

Emo�onalImtelligence

SelfAwareness

SelfManagement

SocialAwareness

Rela�onshipManagement

Emo�onalself

Awareness

InfluenceCoach

andMentor

ConflictManagement

Teamwork

Inspira�onalLeadership

Emo�onalSelf Control

Organiza�onalAwareness

Adaptability

Achievement Orienta�on

Posi�veOutlook

Empathy


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Fig 7.2.5 Effectiveness of Communication Methods

When it comes to your supervisor/senior driver or higher management at the employing organization it is best to organize a face to face communication or write an official email addressing the issue. In case of emergencies such as conflict with the passenger/customer you can call the employing organization

2. Analyze the Message

The next step in this process would be to consider the content of the communication or the message in mind. The criticality, length and overall function of the message will also help decide how to communicate.

For example – if a taxi driver/chauffeur wants to apply for a leave on the fly, then the driver will have to call the supervisor/senior driver in charge to quickly get the leave sanctioned and allow time for the employing organization to assign a replacement driver to take your place.

If the taxi driver/chauffeur wants to address an issue at length, for example an existing workplace policy that needs to be updates will need an appointment for a face to face meeting or at least an elaborate formal email listing the details of the issue and its possible resolutions.

3. Using Interactive Channels

This is rare circumstances where the taxi driver/chauffeur will need feedback on the quality of his driving from the supervisor/senior driver or even the customer/passenger as required. It may also be required when you dealing with work appraisals which have to be approved by the person in charge at work. One can use app data (Customer feedback) or online feedback forms to get such interactive feedback information.


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Fig 7.2.6 Levels of Accountability

The driver will have to register the time spent driving customers, filing grievances, long breaks taken within the work day and unscheduled holidays and leaves applied for, and those that were sanctioned accordingly

If all work done at the workplace (in this case driving the employing organization) is documented according to company policy, then transparency into work process is said to be achieved on an enterprise level.

Your work should not have a negative impact on your colleagues or supervisors at work. That is the main aim of being accountable at the workplace.

7.2.8 Accountability and Transparency at the Workplace

This will involve using all the methods given above to achieve complete accountability in terms of the tasks executed at work and documentation file in view of the same.

Accountability with regard to a taxi driver/chauffeur is to work according to company procedure and policy, and documenting the work done on a daily basis. And this can be done through these activities :

This means the taxi driver/chauffeur will have to follow proper sign in and sign out procedures as set down by the employing organization. End of day closure procedures play a large role in this, with the driver completing the daily log register as required by the company.

7.2.7 Creating a Work environment which supports mutual respect and trust

A taxi driver/chauffeur can contribute towards making the workplace one that fosters mutual trust and respect by following all organizational policies and procedures right down to a t and encouraging others to do the same.

As a driver you will also have to be accountable for the work you do and not create delays for others in the workplace. This will be explained below.


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Notes

Summary

1. Always keep in mind the importance of a workplace based on mutual trust and respect

2. Make sure to use the right method of communication for the right individual at the right time

3. Work in a way which maximizes positive impact on peers and colleagues and minimizes negative impact

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Exercise


1. List the obstacles to the meaningful implementation of organizational policy at the workplace

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2. How do you ensure mutual respect and trust at the workplace?

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3. Why is accountability essential to a workplace?

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1. Search online for HR policies in a taxi company and compare at least three of them, listing their pros and cons

2. Based on the above activity, create new organization policies to overcome any disadvantages in the ones found online.

3. Conduct role-play with your peers enacting the implementation and non-compliance scenarios with regard to organizational policy.

Activity


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1. Explain the types and forms of information that colleagues will need, and the need to provide such information when there is a requirement.

2. List the ways in which you can help colleagues with issues, so that desired quality in work is achieved

Unit Objectives

Unit 7.3: Technical Knowledge

7.3.1 Definition of Technical KnowledgeA complete understanding of anything that can be applied to any issue or application is called as technical knowledge. It can also be used for reasoning in any form, to solve a problem or perform a task or procedure. It can be used as a tool to understand a work or job along with the help of modern technology and its working.

7.3.2 Information Sharing and Knowledge ManagementWithin the context of an enterprise, information sharing refers to the set of activities and processes through which skills, information and expertise are exchanged between colleagues and team members within and outside the organization as required.

On a similar note, Knowledge management refers to the process making the right knowledge available to the right people and at the right time. It is about ensuring that an organization and its employees can learn, and that it will be able to recover and use its knowledge resources in existing applications as and when they are needed.

Fig 7.3.1 Knowledge Management (KM) Process Model

1. Use the right Channels for Cross-Functional Communication

From the perspective of a taxi driver/chauffeur you need to communicate with fellow drivers and supervisors etc. In case of doubts regarding organizational policy you can email your senior at work or arrange a face to face meeting according to need.

Crea�on Transfer

MemoryRefinement U�liza�on

SharingAcquisi�on

Organiza�onalPerformance


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In case of repairs to be performed on the vehicle, the minimum requirement is a telephone call and the appropriate medium of communication would be meeting face to face to point out the issues in the vehicle.

2. Eliminate Communication Barriers

Even if there is an open work culture aiding the taxi driver/chauffeur interacting with other departments such as the call center, vehicle service technicians and fellow drivers and seniors, the communication may still be hampered. This is mostly due to lack of infrastructure needed for communication. This can be anything ranging from a smartphone, to a two way radio to on-board computers for sending emails.

3. Encourage Information Sharing

From the viewpoint of a taxi driver/chauffeur this means that information regarding efficient routes, vehicle operation and so on can be shared with other drivers and management as well. This will facilitate an open work culture, which will lead to increased productivity and collaboration amongst colleagues.

7.3.3 Supporting Colleagues with Work Issues

To foster a productive work environment, one has to ensure they help their peers and colleagues with regard to work activities. A taxi driver/chauffeur can help out other colleagues new to the organization or Taxi Company by helping them in areas known to be problematic such as closure procedures and end of day reporting.

The taxi driver/chauffeur can also help drivers new to the organization by helping them understand company policy and help them stick to it.


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Notes

Summary

1. Always see to information sharing at work with each other for the betterment of self and the organization as a whole

2. Make it a point to help colleagues and peers in any way you can

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Notes

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Exercise


1. What is the need for Technical Knowledge at work?

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2. Explain the difference between information sharing and knowledge management

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3. What are the different ways in which you can support colleagues and peers at work?

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1. Visit a driving school close to your location and list the various technical skills that can be learnt there

2. Demonstrate how to use at least two technical skills while driving

Activity


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8. Practice HSE and Security related guidelines

Unit 8.1 – Communicating potential accident points

Unit 8.2 – Cleanliness and hygiene

Unit 8.3 – Limit damage to people/client and public

Unit 8.4 – Organizational Context

Unit 8.5 – Technical Knowledge

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1. Inspect and list possible safety issues while driving

2. Comply with guidelines and regulations stated by transport authorities

3. Comply with organizational rules and policies to prevent problems associated with health, safety and environment

4. Ensure the vehicle is kept clean

5. Outline and escalate problems regarding hygiene and cleanliness to the related department

6. Outline and escalate problems concerning hazardous material to the relevant authority both internal and external –or the taxi company and the passenger

7. Perform emergency procedures to reduce the danger to life and damage to goods

8. Perform procedures according to set rules and instructions to reduce damage and danger

9. Escalate issues when you cannot handle them by yourself

10. Ensure you give accurate information to others to help them take necessary corrective action

11. Identify and inform relevant personnel about safety issues according organizational guidelines

12. List out difficulties faced in complying with organization health and safety guidelines in detail to the management.

13. Test vehicle exhaust as stated by guidelines and ensure it is up to par with emission regulations.

14. Plan and execute disposal of waste resulting from vehicle cleaning according to environmental regulations

15. Notify relevant authority in case of safety and emergency issues

16. Explain activities to be carried out as part of safety procedures

17. Outline efficient ways to inform others of safety incidents or emergency situations and how to prevent them

18. Recall the ways to get help during emergency and safety situations

19. Explain the usage of relevant equipment and alarm systems to minimize danger

20. Plan and define alternate routes in the event of natural calamity or road diversion


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1. Inspect and list possible safety issues which may come up while driving

2. Comply with guidelines and regulations stated by transport authorities

3. Comply with organizational rules and policies to prevent problems associated with health, safety and environment

Unit Objectives

Unit 8.1: Communicating potential accident points

The Health, Safety and Environment department of an organization deals with the well-being of the employees, and the customers of the organization.

Health – this deals with the welfare of the employees in general who work for the organization. The health function will focus on the effect of driving for long periods with short breaks in a taxi company

Safety – this deals with the safety aspect of an employee in the organization. Working as a taxi driver/chauffeur has a few risks, and the safety function aims to minimize such risks for the drivers.

Environment – this deals with the effect that an organization will have on the environment. With regard to a taxi company this will deal with waste management and exhaust emissions.

8.1.1 Introduction to Health, Safety and Environment (HSE)

It is the responsibility of a driver to update their required skills and knowledge according to regulations and organizational needs which tend to change with time.

Drivers who are out of touch with driving or need to adapt to handling new and complicated driving systems need to undergo training aimed at refreshing skills with regard to driving and related safety tips.

8.1.2 Driver Training

Fig 8.1.1 Driving Test Track


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The Taxi Company or employing organization should state in clear terms the policies and procedures which govern the work schedule of a taxi driver/chauffeur in a company. Such policies and procedures will generally indicate the rules and regulations with regard to driver qualifications and safety regulations for the vehicle.

For details on the documents that a qualified driver will have to carry to drive a vehicle, please refer Section 2.1. For information on the pre-trip checks that have to be carried out on the vehicle are described in Section 2.2. And information on the escalation of problems found during inspection are covered in detail in Section 2.3

8.1.3 Driver Qualification and Authorization

Fig 8.1.2 Qualified Driver

An important pre-requisite for a driver to operate a vehicle for transport is to keep oneself and the employing organization appraised of any adverse health conditions that may affect driving, and related safety.

Details of any medical conditions related to driving must be immediately reported to the employing organization at the next available opportunity.

A taxi driver/chauffeur should consider and factor in physical and psychological health equally along with emotional state and their overall attitude towards driving for work. To ensure that the above mentioned factors are in line with organizational standards you should make sure that you consider

1. Fatigue

2. Temporary illness

3. Pre-existing medical conditions

4. Use of prescription medication and recreational drugs along with alcohol

5. Daily stress levels while reporting to work

8.1.4 Factors affecting Driving Performance


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Emo�onalStates

AgingProcess

Medica�ons(Prescrip�on

& OTC)

MedicalCondi�ons

IllegalDrugs

Alcohol

Fa�gue

Ina�en�on/Distrac�on

Fig 8.1.3 Factors affecting Driving performance

1. Fatigue

This one of the major causes which leads to serious and sometimes fatal accidents from vehicular collisions. Most accidents that happen are due to tired drivers who can’t focus on the road and can’t keep the speed in check. Therefore the impact that happens occurs at high speeds.

Fatigue will result when drivers keep driving without adequate rest/sleep, or monotonous roads without many turns and disturbances in the road.

Drivers should:

Ensure that you are well rested, and on the whole feeling fit and healthy and not under any Ÿmedication before beginning long journeys

For long trips, ensure you take regular and scheduled breaks of a predetermined duration. Ÿ

Always make sure you do not undertake long drive after a full day’s work.Ÿ


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Fig 8.1.3 Factors affecting Driving performance

Fa�gue Alcohol, Medica�on No Sleep

In general it is a good practice to avoid driving during the time you are supposed to sleep – early morning or late in the night. If you have to take up driving in theses hours, then make sure that you are well rested and alert before setting out for a drive.

If you are feeling sleepy while in the middle of a driving assignment, make sure to inform the customer/passenger you have to stop for a caffeinated beverage and consume tea or coffee accordingly.


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PRIORITISE SLEEPMake sure you get enough

sleep regularly.

SNACK LIGHTLYChose light, fresh foods. Avoid fa�y,sugary or carbohydrate-filled op�ons

TAKE A BREAKTake a break from driving at least every two hours

POWER NAPNap for more than

20 mininutes for best effect

DRIVE AT NATURAL TIMESDrive during �mes that

you’re usually awake

STAY HYDRATEDDrinking water helps

keep you alert

CHECK YOUR MEDICATIONBe sure they Won’t affect your

alertness on the road

SHARE THE DRIVING swap drivers if possible

AVOID ALCOHOLany alcohol at all will increase

your risk, so avoid it.

Fig 8.1.5 Factors affecting driver fatigue

2. Temporary Illness

This may be anything from cough and cold to recurring bouts of fever and non-fatal illnesses. In this case the driver will have to make ensure adequate rest, nutrition and medication prescribed by a doctor of medicine.

3. Pre-existing Medical conditions

Asthmatic individuals, people with knee and joint problems will have to ensure that such conditions will not hamper driving efficiency. Such conditions are called pre-existing because the individuals will have them at the time of joining.

Use of prescription medication and recreational drugs along with alcohol

If a person is taking medication prescribed by a doctor there is a high probability that some such medicines may cause drowsiness and loss of focus. Such side effects may seriously affect driving and lead to safety incidents.

4. Daily Stress Levels

The stress level of the driver operating the vehicle is usually ignored by the employing organization. If the taxi driver/Chauffeur has been driving on routes with heavy traffic with minimal breaks, then the driver is bound to be irritable and will be susceptible to bouts of road rage.

When dealing with elevated levels of stress at work, the individual (driver) should immediately report the cause of stress to the line manager.


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Fig 8.1.6 Causes of Stress for Drivers in India

5. Pre-drive Vehicle Checks with regard to contents of transport

As a taxi driver/chauffeur the individual should consider whether the vehicle if fit to perform transport task. This can be done by ensuring:

When transporting passengers, you should check and verify if each occupant in the vehicle has a seatbelt, and if they are secured with said seatbelt

When transporting children using the vehicle, check to ensure the availability of a child seat and/or child restraints for each child in the vehicle

When transporting an animal such as a pet (cat/dog etc) or any heavy load, check to see if the load is secured.

6. Maintain your company vehicles properly

Vehicle maintenance should always be done thoroughly. It is not helpful just as a preventative measure but also helps up the fuel efficiency and vehicle life and overall ride quality.

CAUSES OF STRESS AND ANXIETY IN THE CAR:

STATISTICS IN INDIA

63% of India drivers polled reported congested trafficcauses the most stress and anxiety in the car.

LOOKING FOR PARKING

FEAR OF GETTING INTO AN ACCIDENT

FUEL PRICESCONGESTEDTRAFFIC

TRAFFICFINES

HITTINGAN ANIMAL

PARALLEL PARKING PEDESTRIANS CYCLISTS NONE OF

THE ABOVE


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Fig 8.1.7 Maintaining a Vehicle

You have to follow and fulfill the maintenance requirements as specified by the manufacturer, according to the set schedule they provide or recommend. This means the taxi driver/chauffeur will have to schedule the vehicle for the downtime (time away from productive and functional use). And only qualified and certified personnel should work on and service the vehicles

7. Tire checks

This is a vital part of vehicle maintenance. This is because historic and recent research has shown that around 50% of crashes which turn fatal are due to badly maintained tires. This means the driver will have to check tire depth and pressure on a regular basis. Below picture depicts properly inflated, under inflated and over inflated tire. Taxi Driver/Chauffeur should always refer vehicle owner’s manual for recommended tire pressure.

CORRECTINFLATION

UNDERINFLATION

OVER INFLATION

Properry inflated Under inflated Over inflated

Fig 8.1.8 Tire Pressure


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8. Safety Belt Checks

Drivers should look out for fraying, fading, cuts in the tire and its flexibility as well.

Broken Seatbelt Buckle

Frayed Seatbelt Strap

Seatbelt in Good Condi�on

Fig 8.1.9 Safety Belt Check

9. Rust Checks

This is just as important as the last few checks. Such rust checks should be performed on the core structural components of the vehicle. Rusted components should be eliminated immediately and any residual rust must be removed early on to stop its spreading. This will save money by prolonging the life of the vehicle.

Vehicle undercarriagebefore removal of rust

Vehicle undercarriagea�er removal of rust

Fig 8.1.10 Rust maintenance


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10. Exhaust System Checks

Consistent and periodic checks to inspect and rectify any issues with the exhaust system of the vehicle will go a long way in increasing ride safety of the vehicle. A major concern with exhaust systems is the detection and prevention of Carbon Monoxide poisoning.

Fig 8.1.11 Faulty Exhaust System of Car

11. Special Equipment

All vehicles, especially the ones meant for transport must be fitted with safety equipment such as a portable fire extinguisher, a reflective triangle for breakdowns, a torch, a first aid kit, and a reflective vest for high visibility during breakdowns.

Fig 8.1.12 Fire Extinguisher placement in a Car

Fire Ex�nguishermounted in the vehicle


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1. Always conduct thorough inspection of the vehicle’s safety issues

2. Ensure that you follow the guidelines and regulations set by the local government and authorities with regard to vehicle safety

3. Always follow company policies with regard to Health Safety and Environment

Summary

Notes

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1. List the ways to inspect the safety issues in a vehicle

_______________________________________________________________________________

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_______________________________________________________________________________

2. Explain the various guidelines related to safety set by the government

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Exercise

1. Visit your local RTO and observe the guidelines put up there for vehicle safety and HSE

Activity


216


1. Ensure the vehicle is kept clean

2. Outline and escalate problems regarding hygiene and cleanliness to the related department

Unit Objectives

Unit 8.2: Cleanliness and hygiene

The Windscreen and rear windows of the vehicle should always be kept free from clutter and other unwanted items to offer an unobstructed view of the road and the rear traffic flow. This will also be helpful to aid efficient demisting of the windscreen when it is cold outside.

8.2.1 General Guidelines for Hassle-Free Driving

Fig 8.2.1 Cluttered Windshield Fig 8.2.2 Clutter free windshield

The dashboard of the vehicle should always be kept clear and should be completely free of loose items. Any items that are present on the dashboard should be affixed to the dashboard itself using a stand or some kind of grip. This is important since at the very least, loose items will move every time there is braking, or a sharp turn is taken – which will be distracting and will make the driver to lose focus on driving.


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UNSAFE LANE CHANGEFailing to check lanes before changing

NOT SCANNING ROADWAYLocking in ahead and not scanning the road in different direc�ons

UNAWARE OF TRAFFIC FLOW CHANGESNot looking far enough ahead

FAILING TO ADJUSTNot constantly monitoring one’s driving to look for ‘what if’ condi�on

NOT CHECKING MIRRORSFailing to use the car’s mirrors to guide one’s driving

Fig 8.2.3 Mistakes to Avoid While Driving

A more serious issue is when the loose items fall from the dashboard and gets lodged between the brake pedals.

Larger items in the vehicle should be kept low and close to the vehicle floor. This is so that the vehicle will have better balance when being driven at higher speeds.

It is good practice to keep the vehicle clean, starting from the vehicle cabin. Since a taxi driver/chauffeur will spend a majority of your time in the vehicle cabin. It will help eliminate some of the stress associated with driving for long hours.

1. Using a Vacuum Cleaner

The simplest way to clean a vehicle cabin is by using a vacuum cleaner to eliminate all the dust and debris present in the car. You can remove dust from hard to reach places in a vehicle cabin using a vacuum cleaner.

8.2.2 How to Keep your Vehicle Clean


218

Fig 8.2.4 vacuuming a vehicle cabin

2. Reduce and Eliminate Unnecessary Items

Make it a point to keep only useful and functional items in the car. Anything that is not absolutely required must be removed from the car. It is also good to keep the windows rolled up when you can, to avoid buildup of dust inside the car.

3. Use Appropriate Footwear

One of the most common ways a vehicle cabin gets dirty is through the use of footwear. One can use a comfortable pair of footwear to drive the cab, and another pair to tread outside the cab for longer periods. This will prevent the buildup of mud and sand inside the vehicle.

4. Designated Places for items

Always ensure you keep all items needed in the vehicle in their designated place. For example a tissue box can be placed either at the center of the dashboard or behind the rear seats. Loose change and coins can be kept in the cup holder or other such holder in the vehicle. You can also use item organizers which help keep things in order in the car.

Fig 8.2.5 Organizer for a vehicle


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5. Clean and/or Change the Carpets Periodically

Most dirt, grime and unwanted smells originate from the carpet that lines the vehicle cabin. This means that just cleaning the carpet on the floor of the vehicle will increase how clean it will look and feel.

Before cleaning A�er cleaning

Fig 8.2.6 Vehicle Carpet before and after cleaning

Before cleaning

6. Wipe down Surfaces

The next major area to target in the vehicle cabin is any open surface, be it metal, plastic or fibre. Such areas accessible by customers will be subjected to dirt, sweat and other things which are undesirable. By using a wet wipe or a simple cotton cloth dipped in disinfectant over such surfaces can lead to a much cleaner vehicle.


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Fig 8.2.7 Wiping down surfaces

It is important for you as a taxi driver/chauffeur to keep their vehicle clean. Similarly, it is also important for the taxi driver/chauffeur to keep themselves clean and groom themselves regularly.

Given below is a figure which explains how a person can groom themselves and look clean and presentable to the customer.

8.2.3 Personal Hygiene


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Fig 8.2.8 Ways to groom yourself


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1. Always ensure the vehicle you drive is clean and spotless

2. Make it a point to notify management about problems with vehicle hygiene and cleanliness

Summary

Notes

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1. List the ways and tools required to clean your vehicle

_______________________________________________________________________________

_______________________________________________________________________________

_______________________________________________________________________________

2. Describe the difficulties a driver would face while cleaning the vehicle

_______________________________________________________________________________

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Exercise

1. Visit a local carwash and observe and list the ways in which a vehicle is cleaned

Activity


224


1. Execute instantaneous actions to minimize the damage or danger to life and goods accordingly

2. Perform actions as specified by rule or detailed instructions to minimize all kinds of damage and danger

3. Raise the issue instantly when you cannot handle the situation on your own effectively, for example reporting the issue to the police control room

4. Explain instructions clearly and give precise information to others to enable them to take needed action

5. List and notify any issue at work that may endanger people or property according to operator manual or guidelines

6. Inform management of any difficulty you face in complying with organizational health and safety guidelines along with precise details of non-compliance

7. Inspect vehicle exhaust as required by the guidelines and validate that the vehicle is complying with emission regulations. If it is not within regulation limits, then take corrective action with the help of a service technician

8. Organize proper disposal of waste which results from servicing and cleaning the vehicle. Such waste disposal should be within environmental regulations

Unit Objectives

Unit 8.3: Limit damage to people/client and public

A hazard or danger that is naturally associated with a profession or a job and that is specific to that particular job role is called an occupational hazard.

For example – miners will face the occupational hazard of respiratory disorders due to the constant exposure to air contaminants.

8.3.1 Occupational Hazards

Perform Drive Pre-Checks Check for Vehicle Documents


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Check to see if Passengers are Buckled in Plan for the Best Route

Stay Healthy and Presentable Always buckle in your Seatbelt

Fig 8.3.1 Prac�ces to limit danger while driving

As a taxi driver/chauffeur an individual will be working mostly alone and any incidents such as accidents and lapses in driving safety have to be handled on one’s own. Risks such as robbery, abusive and aggressive customers/passengers, physical assaults, road rage, and unpredictable health issues such as a heart attack or an asthma attack are possibilities while transporting people and goods.

1. The effect of Noise on the taxi driver/chauffeur

Drivers face the risk of losing their hearing partially or completely in proportion to the levels of noise they are exposed. Tinnitus is another medical condition where there is continuous ringing in one’s years caused by over-exposure to noise.


226

People on street (Customers)

Exterior noise

Engine noise

Intake noise

suc�on pulseand flow

noise

Organiza�onnoise

Gear noise

Ra�ling noise

Blower noise

A/C duct resonance noise

Wind noise

Tire noise

Road noise

Booming noise

Interior noise

The customer is a passenger

Rear A/C duct noise

Blower noise

Exhaust noise

Exhaust pulse and noise

Fig 8.3.2 Visual Checklist for a Vehicle

Such unnecessary exposure to traffic and other ambient noise above tolerable levels can be reduced by rolling the windows of the vehicle up and using sound proof coating on the inside of the car.

2. The effect of Vibration on the taxi driver/chauffeur

Vibration in this context refers to the shaking that is conducted from the vehicle engine to the driver through indirect contact.

Excessive vibration can lead to disorders such as carpal tunnel syndrome which refers a numbness and tingling in the hand and/or arm due to a pinched nerve in the wrist.

Also possible is sensory nerve damage along with muscle and joint pain, which if left uncorrected will lead to permanent damage. In extreme cases it may lead to complex heart conditions and even permanent digestive disorders.

3. Motor Disorders

A taxi driver/chauffeur must drive for long hours without many breaks, scheduled or otherwise. This means not changing one’s posture while in a seated position. If the seat in the vehicle is badly designed or if the driver does not correct his posture accordingly it may lead to serious damage to his motor system. The motor system of a person consists of a set of nerves and muscles responsible for movement in a person.


227

The steering wheel should be adjusted low, facing the driver’schest rather than the face.

Adjust the head restraint for your height. See owner’s manual.

Keep your arms bent; thumbsshould be on the rim of the steering wheel.

keep your knees slightly bent.

Have the seat fairly upright to fully support your back and shoulders.

Sit deep in the seat.

Brace your body using yourle� foot.

Fig 8.3.3 Taxi driver in Seated posi�on

Drivers are commonly exposed to risk factors dealing with back pain. These include:

Prolonged seating in an individual posture according to vehicle cabin and seat design,

The overall posture of the body due to the vibration experienced by the body as a whole while driving

The overall posture which is affected by manual activities such as lifting luggage and helping elderly and disabled passenger s throughout the day

1. Adjust the seat so that you are comfortable and can reach the driving controls easily with minimal effort and strain

2. Adjust mirrors in the vehicle including the rear view and side view mirrors in order to minimize body twisting

3. Make it a point to take timely breaks in order to change seating posture and promote healthy blood circulation to the limbs

8.3.2 Counter measures to prevent back problems


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Apart from the obvious difficulties that a taxi driver/chauffeur will face while driving, There are also several other notable ways in which a taxi driver may put himself or the customer in harm’s way by not following proper procedure.

1. Luggage handling

a. Ensure you keep the luggage as close to the body as possible when handling it. This applies to both loading and unloading

b. Do not lift luggage with the back completely bent or twisted

c. In case you cannot handle the load of a luggage, be sure to take help from a porter

d. Ensure that you test the weight of the luggage/load before lifting it.

e. Ensure you seek help from qualified professional when you are dealing with sprain or strain injuries

8.3.3 Other Occupational Hazards

DO LIFT AS A TEAM DO TURN WITH LEGS

Do li� bulky or heavy loads as a team. Doing so is smart and the safe way to work

Do move yourlegs and feet when turning or loweringthe load.Avoid twis�ngat your waist.

Do li� the load using yourpowerful leg and bu�ocksmuscles. your feet should be wide apart, head and back upright.Keep abdominalmuscles �ght and the load in close.

DO USE YOUR LEGS DO USE EQUIPMENT

Do use equipment like hand trucks, dolly’s, orforkli�s to do the heavyli�ing. It’s much less work and less risk of injury.

Fig 8.3.1.5 How to Li� Loads


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DON’T LIFT BULKY LOADS ALONE

Don’t li� bulky orheavy loads alone.Doing so puts greatstress on your lowback muscles andspine.

DON’T TWIST WHEN LIFTING

Don’t twist whenli�ing, lowering,or carrying any load as this increases yourrisk of backinjury.

DON’T USE YOUR BACK DON’T LIFT HEAVY LOADS

Don’t li� heavy loads when you can use equipment.It is less work and less stresson your lowback.

Don’t li� the load with your rear end high and your lead

low. Use your leg muscles,not your weaker

low back muscles

Fig 8.3.5 How not to li� loads

2. Assisting people with disabilities or mobility issues

a. Ensure you discuss passenger needs before the trip begins and check whether you can meet them on your own, or will need help

b. Do not try to physically lift passengers into the vehicle even if they are disabled


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Traffic DelaysAnonymity

Disregard for the Law

Habitual/ClinicalBehavior

Disregard for Others

Running Late

Traffic Viola�onsSpeeding ŸWeaving Through ŸTrafficRunning Stop ŸSigns/LightsFailing to Yield/Right of ŸWayTailga�ngŸ

Cause of Traffic Viola�ons

Fig 8.3.6 Cause of Traffic Viola�ons

3. Risk factors associated with the environment include

a. Roads made on an incline or a slope poses a risk to picking up customers, especially with regard to disabled or wheelchair bound customers/passengers

b. High Speed Traffic in close proximity to the taxi

c. Objects or obstacles on the curb such as parked cars which throttle visibility and reduce the space to drive in

d. Uneven terrain or bad roads in general such as a road which laid with cobble stone

e. Any form of precipitation such as rain, snow or ice which will drastically increase the probability of slipping both for the vehicle and the customer who is boarding the vehicle

4. Aggressive/Violent customers

As a taxi driver/chauffeur you may come across a significant number of customers who are frustrated, irritated or plain aggressive and hostile. This might be due to several reasons such as the individuals or set of individuals being intoxicated (drunk), having had a bad day and so on. In such situations as a taxi driver/chauffeur you will have to handle the customer with caution.


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Fig 8.3.7 Examples of Aggressive driving

5. What to do in case you are faced with an aggressive customer:

a. Always be polite and focus on good customer service. Make eye contact with the customer for the appropriate amount of time but do not overdo it, else it might be mistaken for intimidation

b. Always act in a non-confrontational even when faced with an argumentative customer

c. Do not try to aggravate the situation by responding to physical threats

d. Try as much as possible not to leave the vehicle which you are driving as it is the safest place you can be during a confrontation or an argument

e. If you feel uncomfortable with a job, or feel unsafe accepting it, do not do so

f. Try as much as possible not to offer personal information to customers/passengers if it is not needed.

6. How to avoid dangerous situations during Pick up

Taxi drivers can avoid the risk of being attacked by violent individuals or being robbed. This can be done by avoiding poorly lit locations while picking up customers/passengers.


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HUH! OUR FRIEND IS IN TROUBLE, MUST CALL

POLICE NOW!

Fig 8.3.8 Helping Other Taxi Drivers in Trouble

Always ask the customer/passenger to select a boarding/pick up point which is well lit. Ÿ

If the taxi driver picks up the passenger/customer in a dark area then there is a risk of being assaulted Ÿor robbed by the person you are picking up, and even if you call for help people will not be able to come to your aid soon enough. Therefore it is advisable to pick up customers from well-lit areas and locations

The Problem

Avoid picking up Passengers in remote and poorly lit loca�ons

The Solu�on

The preferred pick up point is a safe taxirank that is well lit and has security

Fig 8.3.9 picking up Customers/passengers


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1. Always perform immediate emergency procedures to minimize damage and danger to life and goods

2. Always ensure the actions taken are according to company policy

3. Make it a point to bring up issues with management, when you cannot handle said issues on your own

4. Always ensure instructions about emergency actions and communication to colleagues are precise.

5. Notify all issues/problem as per company guidelines

6. Difficulty in complying with company policy must be immediately reported to management

7. Always make it a point to inspect exhaust systems to comply with environmental norms

8. Dispose of waste from cleaning responsibly

Summary

Notes

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1. List the types of waste generate by cleaning your vehicle

_______________________________________________________________________________

_______________________________________________________________________________

_______________________________________________________________________________

2. List situations in the company where it is difficult to comply with company policy

_______________________________________________________________________________

_______________________________________________________________________________

_______________________________________________________________________________

3. Explain how to inspect an exhaust system

_______________________________________________________________________________

_______________________________________________________________________________

_______________________________________________________________________________

Exercise

1. Conduct a role-play between a management representative and an employee regarding discussion of company policy

2. Visit a local car wash and list the types of wastes that is generated while cleaning vehicles

Activity


236


1. Safety and emergency issues should be reported to the appropriate personnel/department as specified by organization guidelines

2. List all actions you can perform to minimize danger caused by hazards at work

3. Explain the most effective and relevant ways to communicate to others about safety and emergency situation and how safety incidents can be prevented

4. List the ways and places to obtain help in handling emergency and safety situations

Unit Objectives

Unit 8.4: Organizational Context

Industrial and organizational guidelines often state that the presence of any hazard in the workplace must be immediately reported to the supervisor. This will act as the first step to eliminate or neutralize the aforementioned hazard and minimize its impact on the employees and their productivity.

Every hazard should be reported to the next in charge/supervisor/line manager. When the required personnel are not available, you should make an effort to reach the next individual responsible for managing hazards.

8.4.1 Hazard Identification and Reporting

An incident with regard to health, safety and environment is the happening of any unplanned event that interrupts and negatively affects the normal completion of a work activity. An injury is damage or physical/psychological hurt caused to an individual due to external agents or circumstances.

Usually an incident means there is minimal or no injury to the individual.

For example, a taxi driver/chauffeur denting another vehicle while driving in peak traffic will be an incident, and the driver and the customer won’t have suffered any injury

Injuries can result from hazards at work which can be physical, chemical, or biological in nature. In case of a taxi driver/chauffeur, physical hazards can be speeding vehicles, chemical hazards can be the vehicular exhaust inhaled during driving and biological hazards maybe any infectious diseases contracted while driving.

8.4.2 Incident and Injury

In a workplace, an issue/problem is the result of a collection of number of incidents with regard to a particular aspect. An issue is significantly more serious than an incident and needs immediate and thorough resolution by higher management, to avoid incidents in the future.

While Issues/problems are not incidents, the existence of a problem means that there is a high chance of a particular incident repeating.

8.4.3 Issue/Problem


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Any workplace or job profile will come with a set of risks related to work activities. During the time of employment if you come across an incident or a safety issue, it is your responsibility as an employee to report such incidents and issues to the Line Manager/Supervisor.

If you or your colleague or customer is in immediate danger then you should take prioritize and take immediate action to minimize risk and danger to the individual and those around the individual.

8.4.4 Reporting Incidents and Issues to Line Manager/Supervisor

Elimina�on

Subs�tu�on

EngineeringControls

Administra�veControls

PPE

Hierarchy of ControlsMosteffec�ve

Leasteffec�ve

Physically removethe hazard

Replace the hazard

Isolate peoplefrom the hazard

Change the waypeople work

Protect the worker withPersonal Protec�ve Equipment

Fig 8.4.1 Hierarchy of Controls Process

Fig 8.4.2 Hierarchy of Control – Taxi Vehicle Case Study

Choose Car with advancedsteering (Tilt steering)

Changing the SteeringWheel

Cushion Cover forsteering wheel

Take Breaks from Driving

Use of Driving gloves

Elimina�on

subs�tu�on

Engineering Controls

Administra�ve Controls

PPE


238

But if the situation does not need immediate attention then you should report such events to the concerned authority according to organizational guidelines and follow procedure. The steps to report such events are as given below:

1. Check and Validate/Verify the Problem

Before reporting the problem you have to ensure that you have all the information needed to state the problem in its entirety along with the possible resolutions. This will show that the issue has been analyzed and significant enough to take action on.

2. Follow Chain of Command

When reporting safety incidents, be sure to report according to hierarchy set up at work. This means a taxi driver/chauffeur must first report to the supervisor followed by the next-in-charge and so on. The taxi driver/chauffeur should not notify top management directly, since this will be ineffective in terms of documentation and protocol.

3. Report Objectively

Irrespective of how the issue has affected you or your colleagues or customers, it is advisable to leave out subjective/emotional assessment of such an issue. This will help get the details of the issue across clearly and will improve chances of resolving the issue greatly.

4. Preventing Injury at Work

Injury at the workplace is undesirable for both the employed individual and the organization. This is because the injured individual may be physically/psychologically hurt reducing the capacity to work. The reduction in productivity of its employee will directly reduce the organization’s revenue. It may also lead to extra costs in terms of insurance and hospitalization payments along with replacement of work equipment and machinery. Therefore it is essential to carry out activities that will help reduce the amount of risk of damage to people and equipment according to the points given below:

5. Keep Your Workspace Organized

in the case of a taxi driver/chauffeur this means keeping the vehicle cabin clear and free of clutter and unnecessary items. The taxi driver/chauffeur can keep the workspace clean by organizing items such as tissue paper box, loose change, reading material such as magazines and more. Also one can arrange items such as water bottles and snacks in the right place such as cup holders and doors compartments.

Fig 8.4.3 Clean Vehicle Cabin


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6. Inspect Vehicle and Comply with Safety Measures

a taxi driver/chauffeur can do this by checking the vehicle for malfunctioning parts and systems and correcting the same

7. Avoid shortcuts

it is of great importance for the individual (taxi driver/chauffeur) to carry out safety inspection procedures in their entirety and not skip any portion of the inspection procedure. This will help prevent any problem in the future.

8. Request for Training

it is your right as an employee to be trained as needed for a particular job profile as specified by most government regulations and guidelines. This is especially true in case of safety procedures and processes.

9. Use Personnel Protective Equipment (PPE)

the taxi driver/chauffeur can use PPE to help work better such as driving gloves and driving glasses and so on.

Fig 8.4.4 Driving gloves

10. Improving Safety at work through Effective Communication

Communication with regard to safety at work includes various types of policies and procedures, risk assessments, hazard and incident reports, workplace statistics and training.

It is essential to involve and engage work staff in the use of effective communication methods to ensure their and cooperation and support with regard to safety methods compliance.

Such methods, techniques and procedures must support and enhance the existing technical and practical safety plans.

Clear safety communication will enhance an individual’s knowledge and understanding of workplace hazards and risks. This will promote safe work practices and immediately add to productivity on an organizational level.


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Fig 8.4.4 Driving gloves

Some of the most commonly used methods to communicate safety strategies are given below:

1. Health Safety and Environment (HSE) mission statement, policy and strategic plan

A HSE mission statement and policy will help define and communicate the path of the safety process

It will also offer a reference point for making HSE decisions in the organization as well as on an individual level. A good HSE strategic plan can communicate the priorities and objectives that are in line with the complete business plan.

8.4.5 Types of Safety Communication

Fig 8.4.6 HSE Report in a Company

Hazard and Operability (HAZOP)and Hazard iden�fica�on(HAZID) StudiesProcess Hazard Analysis (PHA)Hazard & Effect Register (H&ER)

Quan�ta�ve RiskAssessment (QRA)Control of Major AccidentHazards (COMAH)

HSECES ( Health, Safety &Environmental Cri�cal EquipmentSystems) Iden�fica�on and Categoriza�on

Fire and Gas DetectorLoca�on Study ( Mapping study)Fire Risk Assessment (FRA)

Emergency, Muster,Evacua�on and Rescue Analysis (EMERA) and Emergency SystemSurvivability Analysis(ESSA)

Emergency Response andDisaster Management plan (ERDMP)HSE Plan

HSE & RiskManagement


241

2. HSE statistics

An establishment can communicate its performance through graphs showing the down time/lost time; medical treatments availed by its employees, and other workers. It also includes compensation rates, severity and the number of incidents. This will also include other positive performance indicators.

These are used to enable progressive enhancement of the accountability of line management (supervisors/managers) with regard to organizational HSE objectives.

3. Safety induction

HSE supervisors and certified practitioners can provide on-site rules and requirements, through a safety induction meeting conducted periodically – either weekly or monthly. This will help employees perform their work activities in a safe manner.

Taxi driver/chauffeurs can pick up parking procedures and use of safety and hazard equipment form such sessions.

4. Risk assessment

Since an individual can be at risk without even knowing it, risk assessment is vital to all personnel on the workforce. Hazards such as chemicals, moving parts and so on will pose an immediate risk of injury. By listing all work activities and hashing out all risks associate with the said activity you can complete risk assessment.

Fig 8.4.6 Risk Management

RISK MANAGEMENT PROCESS

Establish the contextŸ Internal & external factorsŸ Objec�vesŸ Appe�te for risk

Risk Assessment

Risk Iden�fica�on Ÿ Describe the riskŸ Find risk source or triggerŸ Poten�al consequence

Risk AnalysisŸ Understand the riskŸ Determine level of risk

Risk Evalua�onŸ Consider risk v appe�teŸ Determine acceptability

Risk Treatment

Ÿ Treat

Ÿ Share

Ÿ Retain

Ÿ Avoid

Co

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on

& C

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Taxi driver/chauffeurs may also be subjected to risks without knowing of it. This can be the silent inhalation of Carbon Monoxide (vehicular exhaust) without knowing it. This risk can be averted by rolling up windows or using face masks.

5. Manuals, checklists and operating procedures

Safety manuals are a complete collection of rules, regulations and process and procedural requirements needed to work safely in an organization.

Checklists are a list of activities that need to be carried out in order to achieve the objective of the checklist. These checklists can include the ways to prevent incidents and hazards at the workplace and can help make informed decisions about an issue or an incident.

9001 Quality Documenta�on Structure

The manual is a series of policy statement for each of the

elements of the ISO standard

Work Instruc�ondefine specific steps to

accomplish task.

Procedures define the policy inteams of who, what and where.Responsibili�es and ac�on are

outline

To show ‘’USE’’of the system

Manual

Procedures

Word Instruc�on

Record and Documents

Fig 8.4.7 Manuals and Documenta�on

For a taxi driver/chauffeur this may mean using the Pre-Drive Checklist to ensure the vehicle is safe to drive.

Maintenance logbooks provide a historical profile of plant and machinery. Operating procedures provide advice on acceptable/safe work practices. The lock-out or tag-out of faulty equipment or work in progress can communicate potential danger.

6. Training

One of the most effective ways to bring awareness with regard to HSE is to train the employees periodically. This is different from safety induction as it is more comprehensive, covering every incident possible at work. Safety induction is also a part of training but while every company will have safety induction at the start of employment, ongoing training in safety procedures is rare.

Training is organized by companies to cover any gaps in knowledge and understanding related to safety. Such training can either be comprehensive or cover every section of the workforce, or it can target a certain section of the workforce to solve specific problems.


243

A taxi driver/chauffeur can be trained in every aspect of HSE, or a company can target high risk group such as new joiners and drivers on the night shift. Such high-risk employees will face a much percentage of risk.

Awareness of what to do during emergency situations and safety incidents is really important for the smooth functioning of any organization. Given below are some of the most common emergency scenarios faced by taxi drivers/chauffeurs:

1. Vehicular Collision/Accident

a taxi driver/chauffeur has to be aware of the risk of accident while driving. If ever an accident happens he has to get help by calling to the taxi company or the line manage/supervisor. Following traffic rules and routine vehicle checks will help prevent accidents.

8.4.6 Emergency Situations and Getting Help

Fig 8.4.8 taxi in a Collision

2. Lifting

as a taxi driver/chauffeur you will have to occasionally lift customer luggage or wheel in a disabled person into the vehicle. While doing so, you stand a chance of getting hurt by using improper lifting methods or lifting loads which are too heavy. Such a risk can be minimized by simply eliminating the need to lift wherever possible. And when lifting is done, always do it the right way, with personnel protective equipment and tools such as trolleys, gloves and so on. Also ask for assistance when the load is too much to carry for you on your own.

Fig 8.4.9 Taxi driver Loading Luggage


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3. Burglary/Theft

as a taxi driver/chauffeur you can minimize the risk of being burgled or robbed by

parking the vehicle in a safe place. You should also not stop in areas that are not well lit during the night and also staying out of areas in the city with high crime rates. Also when faced with assault or threat of force n an isolated part of the city, it is best not to fight back or resist – since help would be far away.

Fig 8.4.10 The� of Vehicle

4. Fire

in case there is a fire in the vehicle you are driving, you need to use the fire extinguisher in the vehicle to douse the flames. After the fire is brought under control, you can call a service technician to see what caused the fire and fix it. Inflammable goods can also sometimes be the cause of such fires.

Follow below steps if you’re driving and a fire starts inside the vehicle:

a. Move the vehicle to the nearest safe place to stop immediately

Fig 8.4.11 Taxi on Fire, parked on Roadside


245

b. Turn off the ignition

c. Get every passenger out of the vehicle

d. In case the passenger in the vehicle catches on fire, try to put out the fire using a blanket. If it doesn’t go out, use the fire extinguisher.

e. Keep safe distance from burning vehicle to avoid toxic fumes

f. Call 101

g. Warn oncoming traffic of danger if possible


246

1. Always follow company policy when it comes to reporting safety and emergency issues

2. Make it a point to know what actions to take to reduce danger at work

3. Always stay updated about safety communication

4. Retain an understanding of how and where to get help in emergency situations.

Summary

Notes

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1. List at least 3 company policies relating to health and safety regulations

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2. Explain the types of emergency situations you encounter in most companies

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3. What are the ways to improve safety communication?

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Exercise

1. Visit a local four wheeler servicing center and observe the health and safety procedures in practice there

2. Conduct a role-play between an employee and a certified HSE professional

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1. Explain the usage of relevant equipment and alarm systems to minimize danger

2. Plan and define alternate routes in the event of natural calamity or road diversion

Unit Objectives

Unit 8.5: Technical Knowledge

The main parts of safety and security systems in a vehicle are fire extinguishers and vehicle alarm systems. Given below are details of both components.

Fire Extinguishers

A fire extinguisher is used to control a fire.

High working temperatures, complex electrical systems in vehicles, engine heat and the presence of fuel in close proximity to each other means that a vehicle is susceptible to fire hazard.

Car fire extinguishers come in smaller volumes as compared to the ones available for buildings.

The various parts of a fire extinguisher are shown below:

8.5.1 Fire Extinguishers and Vehicle Security Systems

Fig 8.5.1 Parts of a Fire Ex�nguisher

Safety Pin

Nozzle

Pressure gauge

Handle

High Pressure Gas Canister

Dry Chemical,carbon Dioxide,or Water

Tube


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There are different kinds of fire extinguishers having color codes; the color explains what kinds of fires the fire extinguisher is useful for:

How to Use Fire Extinguisher

Given below are the steps to use a fire extinguisher:

1 Class AWood, Cloth, Paper,trash, Plastics-Solidsthat are not metal

A for “Ash”

Pictogram Intended useMnemonic

(Memory aid)Type of FireSI. No

2 Class B Petrol, Fuel B for “Barrel”

3 Class CElectrical-Energizedelectrical equipment

C for “Current”

4 Class D

Metals-Potassium,Sodium, Aluminum

and MagnesiumD for “Dynamite”D

Table 8.5.2 Types of Fire Extinguishers

Carry the extinguisher near the fire, and then remove the pin.

Step : 1


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1. ABC Dry Powder Fire Extinguisher

The most efficient type of fire extinguisher to store in a car in case of emergency is the ABC Dry Powder extinguisher. This is because it can be used on petrol and diesel and textiles and plastics usually found in vehicles. It can also be used to put out electrical fires. But it is not suitable for putting out engine fires as it makes the engine vulnerable to corrosion. If it is used on engine fires, ensure that you wipe of powder residue to keep the engine safe from corrosion.

2. Size/Volume of Fire Extinguisher for Vehicles

It is best to keep a 1Kg or 2Kg ABC Dry Powder Fire Extinguisher. The size of the vehicle should be used

to decide whether you need to go for 1Kg or 2 Kg.

3. Location of Fire Extinguisher

It should be placed well within your (the driver) reach – for example either at the base of the driver’s seat or the front passenger seat. It has to be installed and secured properly to prevent unwanted discharge of its content.

Aim the nozzle at the base of the fire.

Step : 2

Squeeze the lever hard.Step : 3

Use fire extinguisher from a safe distance, then slowly move forward

Step : 4

Table 8.5.3 Method to Use a Fire Ex�nguisher


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Security systems for vehicles have their main objective as preventing theft. There are vehicle alarms that go off loudly to alert anyone in the vicinity of unauthorized access. Other alarms silently alert of the vehicle owner of the undesirable activity related to the vehicle.

8.5.2 Vehicle Security Systems

Fig 8.5.5 Parts of a Vehicle Alarm

Fig 8.5.4 Fire-Ex�nguisher in a Vehicle


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There are different types of car alarms as shown below:

1. Passive Vehicle Alarms

This is a car alarm which has only two modes – on and off. There are no features in this type of alarm that can be used individually. These alarms are activated as soon as the car is locked. When a person tries to touch the car after activating the alarm, the alarm system will trigger a series of loud noises that will get the attention of people closest to the car. This audio alarm is used to deter theft.

2. Active Vehicle Alarms

This is a type of vehicle alarm that depends on user interaction. Just locking the doors of the car will not activate the car lock. The user will have to turn on the alarm manually when needed. This is useful for people using car alarms only when needed. For example, a taxi driver/chauffeur won’t need the alarm when parking it at the taxi company or at the place of residence. Then the driver can leave the car without activating the alarm.

3. Remote Start Vehicle Alarms

An important function of a vehicle security system is to disable the ignition of a car remotely. This is the main difference between the passive types. The remote ignition feature is an extra feature in this.

4. Two-Way Paging Vehicle Alarms

This is an advanced version of a vehicle alarm where the features of active and remote alarms are combined. On top letting the user to control when the alarm is activated, it sends status alerts regarding the safety of the car. The alerts are displayed as text on an LCD display available with the user. It can indicate to the user if the alarm has gone off, for what reason the alarm went off and also if the car has been broken into.

5. GPS Vehicle Alarms

This is incrementally better than the last alarm mentioned. Here the vehicle owner can know the location of the vehicle at all times.

6. Silent Vehicle Alarms

These alarms do not emit a loud noise when the vehicle is tampered with, but it sends a message to the vehicle owner when the vehicle is at risk. This is useful for people who don’t like noisy car alarms.

The taxi driver/Chauffeur can plan different routes when there is a natural calamity such as flood, an earthquake or a snowstorm/hailstorm.

The first step for a taxi driver/chauffeur would be to listen to the local news through a television, the internet or even the current radio broadcast.

After finding out which areas are most affected by the natural calamity, one can use GPS to navigate and find a route which has fewer risks.

8.5.3 Alternate Routes during Emergencies


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1. Always be familiar with the type of fire extinguishers available for vehicles and install them in your vehicle

2. Get to know the type of vehicle alarm system suits your vehicle best and install accordingly

3. When faced with an emergency or a natural calamity plan your routes to avoid danger while travelling.

Summary

Notes

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1. List the types of vehicle alarms available in the market.

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2. Explain how to plan alternate routes in times of calamity

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3. Outline the advantages of ABC Dry Powder Fire Extinguisher

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Exercise

1. Conduct a detailed Role-play of how to use a fire-extinguisher

2. Research online about the vehicle alarms available in the current market

3. Research online the effects of a natural calamity on transport facilities

Activity


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Unit 9. – Personal Strengths & Value Systems1

Unit .2 – Digital Literacy: A Recap9

Unit .3 – Money Matters9

Unit .4 – Preparing for Employment & Self Employment9

Unit .5 – Understanding Entrepreneurship9

Unit .6 – Preparing to be an Entrepreneur9

9. Employability & Entrepreneurship Skills


258


1. Explain the meaning of health

2. List common health issues

3. Discuss tips to prevent common health issues

4. Explain the meaning of hygiene

5. Discuss the purpose of Swacch Bharat Abhiyan

6. Explain the meaning of habit

7. Discuss ways to set up a safe work environment

8. Discuss critical safety habits to be follo ed by emplo eesw y

9. Explain the importance of self-analysis

10. Discuss motivation with the help of Maslow’s Hierarchy of Needs

11. Discuss the meaning of achievement motivation

12. List the characteristics of entrepreneurs with achievement motivation

13. List the different factors that motivate you

14. Discuss the role of attitude in self-analysis

15. Discuss how to maintain a positive attitude

16. List your strengths and weaknesses

17. Discuss the qualities of honest people

18. Describe the importance of honesty in entrepreneurs

19. Discuss the elements of a strong work ethic

20. Discuss how to foster a good work ethic

21. List the characteristics of highly creative people

22. List the characteristics of highly innovative people

23. Discuss the benefits of time management

24. List the traits of effective time managers

25. Describe effective time management technique

26. Discuss the importance of anger management

27. Describe anger management strategies

28. Discuss tips for anger management

29. Discuss the causes of stress

30. Discuss the symptoms of stress

31. Discuss tips for stress management

32. Identify the basic parts of a computer

33. Identify the basic parts of a keyboard

34. Recall basic computer terminology

3 . Recall the functions of basic computer keys5



259

3 . Discuss the main applications of MS Office 6

3 . Discuss the benefits of Microsoft Outlook7

3 . Discuss the different types of e-commerce8

39. List the benefits of e-commerce for retailers and customers

40 t e-commerce in India. Discuss how the Digital India campaign will help boos

41 Describe oduct or service on an e-commerce platform. how you will sell a pr

42. Discuss the importance of saving money

4 . Discuss the benefits of saving money3

4 . Discuss the main types of bank accounts4

4 . Describe the process of opening a bank account5

4 . Differentiate between fixed and variable costs6

4 . Describe the main types of investment options 7

4 . Describe the different types of insurance products8

49. Describe the different types of taxes

5 . Discuss the uses of online banking0

5 . Discuss the main types of electronic funds transfers1

5 . Discuss the steps to prepare for an interview2

5 . Discuss the steps to create an effective Resume3

5 . Discuss the most frequently asked interview questions4

5 . Discuss how to answer the most frequently asked interview questions5

5 . Discuss basic workplace terminology6

5 . Discuss the concept of entrepreneurship7

5 . Discuss the importance of entrepreneurship8

59. Describe the characteristics of an entrepreneur

6 . Describe the different types of enterprises0

6 . List the qualities of an effective leader1

6 . Discuss the benefits of effective leadership2

6 . List the traits of an effective team3

6 . Discuss the importance of listening effectively4

6 . Discuss how to listen effectively5

6 . Discuss the importance of speaking effectively6

6 . Discuss how to speak effectively7

6 . Discuss how to solve problems8

69. List important problem solving traits

7 . Discuss ways to assess problem solving skills0

7 . Discuss the importance of negotiation1


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72. Discuss how to negotiate

73. Discuss how to identify new business opportunities

74. Discuss how to identify business opportunities within your business

75. Explain the meaning of entrepreneur

76. Describe the different types of entrepreneurs

77. List the characteristics of entrepreneurs

78. Recall entrepreneur success stories

79. Discuss the entrepreneurial process

80. Describe the entrepreneurship ecosystem

81. Discuss the purpose of the Make in India campaign

82. Discuss key schemes to promote entrepreneurs

83. Discuss the relationship between entrepreneurship and risk appetite

84. Discuss the relationship between entrepreneurship and resilience

85. Describe the characteristics of a resilient entrepreneur

86. Discuss how to deal with failure

87. Discuss how market research is carried out

88. Describe the 4 Ps of marketing

89. Discuss the importance of idea generation

90. Recall basic business terminology

91. Discuss the need for CRM

92. Discuss the benefits of CRM

93. Discuss the need for networking

94. Discuss the benefits of networking

95. Discuss the importance of setting goals

96. Differentiate between short-term, medium-term and long-term goals

97. Discuss how to write a business plan

98. Explain the financial planning process

99. Discuss ways to manage your risk

100. Describe the procedure and formalities for applying for bank finance

101. Discuss how to manage your own enterprise

102. List important questions that every entrepreneur should ask before starting an enterprise


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1. Explain the meaning of health

2. List common health issues

3. Discuss tips to prevent common health issues

4. Explain the meaning of hygiene

5. the purpose of Swacch Bharat AbhiyanDiscuss

6. Explain the meaning of habit

7. Discuss ways to set up a safe work environment

8. Discuss critical safety habits to be follo ed by emplo eesw y

9. Explain the importance of self-analysis

10. motivation with the help of Maslow’s Hierarchy of Needs Discuss

11. Discuss the meaning of achievement motivation

12. List the characteristics of entrepreneurs with achievement motivation

13. List the different factors that motivate you

14. Discuss the role of attitude in self-analysis

15. Discuss how to maintain a positive attitude

16. List your strengths and weaknesses

17. Discuss the qualities of honest people

18. Describe the importance of honesty in entrepreneurs

19. Discuss the elements of a strong work ethic

20. Discuss how to foster a good work ethic

21. List the characteristics of highly creative people

22. List the characteristics of highly innovative people

23. Discuss the benefits of time management

24. List the traits of effective time managers

25. Describe effective time management technique

26. Discuss the importance of anger management

27. Describe anger management strategies

28. Discuss tips for anger management

29. Discuss the causes of stress

30. Discuss the symptoms of stress

31. Discuss tips for stress management

UNIT 9.1: Personal Strengths & Value Systems

Unit Objectives


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Taking stay measures to prevent ill health is always better than curing a disease or sickness. You can healthy by:

• Eating healthy foods like fruits, vegetables and nuts

• Cutting back on unhealthy and sugary foods

• Drinking enough water everyday

• Not smoking or drinking alcohol

• Exercising for at least 30 minutes a day, 4-5 times a week

• Taking vaccinations when required

• Practicing yoga exercises and meditation

How many of these health standards do y olloou f w? Tick the ones that apply to you.

1. Get minimum 7-8 hours of sleep every night.

2. Avoid checking email first thing in the morning and right before you go to bed at night.

3. Don’t skip meals – eat regular meals at correct meal times.

4. Read a little bit every single day.

5. Eat more home cooked food than junk food.

6. Stand more than you sit.

7. Drink a glass of water first thing in the morning and have at least 8 glasses of water through the day.

8. Go to the doctor and dentist for regular checkups.

9. Exercise for 30 minutes at least 5 days a week.

10. Avoid consuming lots of aerated beverages.

Tips to Prevent Health Issues

As per the World Health Organization (WHO), health is a “State of complete physical, mental, social well-being, and not merely the absence of disease or infirmity.” This means being and

healthy does not simply mean not being unhealthy – it also means you need to be at peace emotionally, and feel fit physically. For example, you cannot say you are healthy simply because

do not have any physical ailments like a cold or cough. You also need to think about whether you you are feeling calm, relaxed and happy.

Some common health issues are:

• Allergies

• Asthma

• Skin Disorders

• Depression and Anxiety

• Diabetes

• Cough, Cold, Sore Throat

• Difficulty Sleeping

• Obesity

Common Health Issues

9.1.1 Health, Habits, Hygiene: What is Health?


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As per the World Health Organization (WHO), “Hygiene refers to conditions and practices that to maintain health and prevent the spread of diseases.” In other words, hygiene means help

that you do whatever is required to keep your surroundings clean, so that you reduce ensuring the chances of spreading germs and diseases.

For instance, think about the kitchen in your home. Good hygiene means ensuring that the and span, the food is put away, dishes are washed and dustbins are not kitchen is always spick

with garbage. Doing all this will reduce the chances of attracting pests like rats or overflowing and prevent the growth of fungus and other bacteria, which could spread disease.cockroaches,

How many of these health standards do y olloou f w? Tick the ones that apply to you.

1. a bath or shower every day with soap – and wash your hair with shampoo 2-3 Have times a week.

2. Wear a fresh pair of clean undergarments every day.

3. Brush your teeth in the morning and before going to bed.

4. Cut your fingernails and toenails regularly.

5. Wash your hands with soap after going to the toilet.

6. Use an anti-perspirant deodorant on your underarms if you sweat a lot.

7. Wash your hands with soap before cooking or eating.

8. Stay home when you are sick, so other people don’t catch what you have.

9. Wash dirty clothes with laundry soap before wearing them again.

10. Cover your nose with a tissue/your hand when coughing or sneezing.

See how healthy and hygienic you are, by giving yourself 1 point for every ticked statement!

Then take a look at what your score means.

Your Score

0-7/20: You need to work a lot harder to stay fit and fine! Make it a point to practice good habits daily and see how much better you feel!

7-14/20: Not bad, but there is scope for improvement! Try and add a few more good habits to your daily routine.

14-20/20: Great job! Keep up the good work! Your body and mind thank you!

What is Hygiene ?

Swachh Bharat AbhiyanWe have already discussed the importance of following good hygiene and health practices for ourselves. But, it is not enough for us to be healthy and hygienic. We must also extend this standard to our homes, our immediate surroundings and to our country as a whole.

The ‘Swachh Bharat Abhiyan’ (Clean India Mission) launched by Prime Minister Shri Narendra M odi ndon 2 October 2014, believes in doing exactly this. The aim of this mission is to clean the streets and

roads of India and raise the overall level of cleanliness. Currently this mission covers 4,041 cities and towns across the country. Millions of our people have taken the pledge for a clean India. You should take the pledge too, and do everything possible to keep our country clean !

What are Habits ?A habit is a behaviour that is repeated frequently. All of us have good habits and bad habits.

the phrase by John Dryden: “We first make our habits, and then our habits makeKeep in mind


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• healthy and hygienic practices every day will make you feel good mentally and Following physically.

• ou stay strong and healthy!Hygiene is two-thirds of health – so good hygiene will help y

This is why it is so important that you make good habits a way of life, and consciously avoid us.” practicing bad habits.

Some good habits that you should make part of your daily routine are:

Every employer is obligated to ensure that his workplace follows the highest possible safety protocol. When setting up a business, owners must make it a point to:

• Use ergonomically designed furniture and equipment to avoid stooping and twisting

• Provide mechanical aids to avoid lifting or carrying heavy objects

• Have protective equipment on hand for hazardous jobs

• Designate emergency exits and ensure they are easily accessible

• Set down health codes and ensure they are implemented

• Follow the practice of regular safety inspections in and around the workplace

• edEnsure regular building inspections are conduct

• Get expert advice on workplace safety and follow it

10.1.2 Safety: Tips to Design a Safe Workplace

Every employer is obligated to ensure that his workplace follows the highest possible safety protocol. When setting up a business, owners must make it a point to:

• Immediately report unsafe conditions to a supervisor

• Recognize and report safety hazards that could lead to slips, trips and falls

• Report all injuries and accidents to a supervisor

• Wear the correct protective equipment when required

• Learn how to correctly use equipment provided for safety purposes

• Be aware of and avoid actions that could endanger other people

• Take rest breaks during the day and some time off from work during the week

Non-Negotiable Employee Safety Habits

• Always having a positive attitude

• Making exercise a part of your daily routine

• toriesReading motivational and inspirational s

• Smiling! Make it a habit to smile as often as possible

• Making time for family and friends

• Going to bed early and waking up early

tely are:Some bad habits that you should quit immedia

• Skipping breakfast

• Snacking frequently even when you are not hungry

• Eating too much fattening and sugary food

• Smoking, drinking alcohol and doing drugs

• Spending more money than you can afford

• Worrying about unimportant issues

• Staying up late and waking up late

Tips


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• Be aware of what emergency number to call at the time of a workplace emergency

• Practice evacuation drills regularly to avoid chaotic evacuations

To truly achieve your full potential, you need to take a deep look inside yourself and find out kind of person you really are. This attempt to understand your personality is known as what

-analysis. Assessing yourself in this manner will help you grow, and will also help you to selfareas within yourself that need to be further developed, changed or eliminated. You identify

better understand yourself by taking a deep look at what motivates you, what your attitude can is like, and what your strengths and weaknesses are.

What is Motivation ?Very simply put, motivation is your reason for acting or behaving in a certain manner. It is

to understand that not everyone is motivated by the same desires – people are important by many, many different things. We can understand this better by looking at Maslow’s motivated

Hierarchy of Needs.

What is Self-Analysis?

Famous American psychologist Abraham Maslow wanted to understand what motivates people. He believed that people have five types of needs, ranging from very basic needs (called physiological needs) to more important needs that are required for self-growth (called self-actualization needs). Between the physiological and self-actualization needs are three other needs – safety needs, belongingness and love needs, and esteem needs. These needs are usually shown as a pyramid with five levels and are known as Maslow’s Hierarchy of Needs.

Maslow’s Hierarchy of Needs

Self - actualization:

achieving one's full potential, including creative activitiesEsteem needs:

prestige and feeling of accomplishment

Belongingness and love needs:intimate relationships, friends

Safety needs:Security, safety

Physiological needs:food, water, warmth, rest

Basic needs

Psychological needs

Self-fulfillment needs

9.1.3 Self Analysis – Attitude, Achievement Motivation:

Tips !


266

As you can see from the pyramid, the lowest level depicts the most basic needs. Maslow that our behaviour is motivated by our basic needs, until those needs are met. Once believed

are fulfilled, we move to the next level and are motived by the next level of needs. Let’s they understand this better with an example.

Rupa comes from a very poor family. She never has enough food, water, warmth or rest. to Maslow, until Rupa is sure that she will get these basic needs, she will not even According

about the next level of needs – her safety needs. But, once Rupa is confident that her basic think will be met, she will move to the next level, and her behaviour will then be motivated needs

her need for security and safety. Once these new needs are met, Rupa will once again move by the next level, and be motivated by her need for relationships and friends. Once this need to

satisfied, Rupa will then focus on the fourth level of needs – her esteem needs, after which is e t ve her full potential.she will move up to the fifth and last level of needs – the desir o achie

We now know that people are motivated by basic, psychological and self-fulfillment needs. However, certain people are also motivated by the achievement of highly challenging accomplishments. This is known as Achievement Motivation, or ‘need for achievement’.

Understanding Achievement Motivation

We now know that people are motivated by basic, psychological and self-fulfillment needs. certain people are also motivated by the achievement of highly challenging However,

accomplishments. This is known as Achievement Motivation, or ‘need for achievement’.

The level of motivation achievement in a person differs from individual to individual. It is that entrepreneurs have a high level of achievement motivation – a deep desire to important

accomplish something important and unique. It is equally important that they hire people who are also highly motivated by challenges and success.

What are the things that really motivate you? List down five things that really motivate you.

Remember to answer honestly!

I am motivated by:

What Motivates You ?

Characteristics of Entrepreneurs with Achievement Motivation

Entrepreneurs with achievement motivation can be described as follows:

• Unafraid to take risks for personal accomplishment

• Love being challenged

• Future-oriented

• Flexible and adaptive

• Value negative feedback more than positive feedback

Think about it:

• How many of these traits do you have?

• Very persistent when it comes to achieving goals

• Extremely courageous

• Highly creative and innovative

• Restless - constantly looking to achieve more

• Feel personally responsible for solving problems

• Can you think of entrepreneurs who display these traits?


267

Now that we understand why motivation is so important for self-analysis, let’s look at the our attitude plays in better understanding ourselves. Attitude can be described as your role

or negative), to think and feel about someone or something. Attitude is the tendency (positive for success in every aspect of life. Our attitude can be our best friend or our worst foundation

enemy. In other words:

Now that we understand why motivation is so important for self-analysis, let’s look at the our attitude plays in better understanding ourselves. Attitude can be described as your role

tendency (positive or negative), to think and feel about someone or something. Attitude is the for success in every aspect of life. Our attitude can be our best friend or our worst foundation

enemy. In other words:

“The only disability in lif ttitude.”e is a bad a

When you start a business, you are sure to encounter a wide variety of emotions, from difficult and failures to good times and successes. Your attitude is what will see you through times

tough times and guide you towards success. Attitude is also infectious. It affects everyone the you, from your customers to your employees to your investors. A positive attitude helps around

confidence in the workplace while a negative attitude is likely to result in the demotivation build of your people.

What is Attitude ?

How to Cultivate a Positive Attitude?

The good news is attitude is a choice. So it is possible to improve, control and change our ttitude, if we decide we want to! The following tips help fa oster a positive mindset:

• ttitude, not the other way around Remember that you control your a

• at least 15 minutes a day towards reading, watching or listening to something Devote positive

• omplaining yourselfAvoid negative people who only complain and stop c

• Expand your vocabulary with positiv ords and dele a e phrases from your minde w te neg tiv

• , in y e, and in othersBe appreciative and focus on what’s good in yourself our lif

• Stop thinking of yourself as a victim and start being proactive

• Imagine yourself succeeding and achieving your goals

What Are Your Strengths and Weaknesses ?

Another way to analyze yourself is by honestly identifying your strengths and weaknesses. This will help you use your strengths to your best advantage and reduce your weaknesses.

Note down all your strengths and weaknesses in the two columns below. Remember to be honest with yourself!

Strengths Weaknesses


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• Achievement motivation can be learned.

• Don’t be afraid to make mistakes.

• Train yourself to finish what you start.

• Dream big.

Honesty is the quality of being fair and truthful. It means speaking and acting in a manner inspires trust. A person who is described as honest is seen as truthful and sincere, and as that

who isn’t deceitful or devious and doesn’t steal or cheat. There are two dimensions someone ty in conduct.of honesty – one is honesty in communication and the other is hones

Honesty is an extremely important trait because it results in peace of mind and builds that are based on trust. Being dishonest, on the other hand, results in anxiety and relationships

trust and conflict.leads to relationships full of dis

Honest individuals have certain distinct characteristics. Some common qualities among honest people are:

1. They don’t worry about what others think of them. They believe in being themselves – they don’t bother about whether they are liked or disliked for their personalities.

2. They stand up for their beliefs. They won’t think twice about giving their honest opinion, even if they are aware that their point of view lies with the minority.

3. They are think skinned. This means they are not affected by others judging them harshly for their honest opinions.

4. They forge trusting, meaningful and healthy friendships. Honest people usually surround with honest friends. They have faith that their friends will be truthful and themselves

upfront with them at all times.

5. They are trusted by their peers. They are seen as people who can be counted on for truthful and objective feedback and advice.

Qualities of Honest People

One of the most important characteristics of entrepreneurs is honesty. When entrepreneurs honest with their customers, employees and investors, it shows that they respect those are they work with. It is also important that entrepreneurs remain honest with themselves. that

o grea or entreprLet’s look at how being honest would lead t t benefits f eneurs.

• Honesty and customers: When entrepreneurs are honest with their customers it leads to relationships, which in turn results in business growth and a stronger customer stronger

network.

• Honesty and employees: When entrepreneurs build honest relationships with their it leads to more transparency in the workplace, which results in higher work employees,

performance and better results.

• and investors: For entrepreneurs, being honest with investors means not only Honesty strengths but also candidly disclosing current and potential weaknesses, problem sharing

and solution strategies. Keep in mind that investors have a lot of experience with areas and are aware that all new companies have problems. Claiming that everything is startups

perfectly fine and running smoothly is a red flag for most investors.

• with oneself: The consequences of being dishonest with oneself can lead to dire Honesty especially in the case of entrepreneurs. For entrepreneurs to succeed, it is critical results,

they remain realistic about their situation at all times, and accurately judge every that aspect of their enterprise for what it truly is.

Importance of Honesty in Entrepreneurs

9.1.4 Honesty & Work Ethics: What is Honesty?

Tips !


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What are Work Ethics ?

Being ethical in the workplace means displaying values like honesty, integrity and respect in all your decisions and communications. It means not displaying negative qualities like lying, heating and stealing.

Workplace ethics play a big role in the profitability of a company. It is as crucial to an enterprise as high morale and teamwork. This is why most companies lay down specific workplace ethic guidelines that must compulsorily be followed by their employees. These guidelines are typically outlined in a company’s employee handbook.

An entrepreneur must display strong work ethics, as well as hire only those individuals who in and display the same level of ethical behavior in the workplace. Some elements of believe

a strong work ethic are:

• Professionalism This involves everything from how you present yourself in a corporate : tting to the manner in which y se ou treat others in the workplace.

• Respectfulness This means remaining poised and diplomatic regardless of how stressful : or volatile a situation is.

• Dependability This means always keeping your word, whether it’s arriving on time for a : meeting or delivering work on time.

• Dedication This means refusing to quit until the designated work is done, and completing : the work at the highest possible level of excellence.

• Determination This means embracing obstacles as challenges rather than letting them : esilience to get the desired results. stop you, and pushing ahead with purpose and r

• Accountability This means taking responsibility for your actions and the consequences of : your actions, and not making excuses for your mistakes.

• Humility This means acknowledging everyone’s efforts and had work, and sharing the : credit for accomplishments.

Elements of a Strong Work Ethic

As an entrepreneur, it is important that you clearly define the kind of behaviour that you expect each and every team member in the workplace. You should make it clear that you expect from

employees to display positive work ethics like:

• Honesty All work assigned to a person should be done with complete honesty, without : any deceit or lies.

• Good attitude: All team members should be optimistic, energetic, and positive.

• Reliability Employees should show up where they are supposed to be, when they are : supposed to be there.

• Good work habits Employees should always be well groomed, never use inappropriate : language, conduct themselves professionally at all times, etc.

• Initiative Doing the bare minimum is not enough. Every team member needs to be : proactive and show initiative.

• Trustworthiness Trust is non-negotiable. If an employee cannot be trusted, it’s time to let : that employee go.

• Respect: Employees need to respect the company, the law, their work, their colleagues and themselves.

• : Each and every team member should be completely ethical and must display Integrityabove board behaviour at all times.

• fficiency: Efficient employees help a company grow while inefficient employees result in Ea waste of time and resources.

How to Foster a Good Work Ethic?


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• Don’t get angry when someone tells you the truth and you don’t like what you hear.

• Always be willing to accept responsibility for your mistakes.

Creativity means thinking outside the box. It means viewing things in new ways or from different and then converting these ideas into reality. Creativity involves two parts: thinking perspectives,

producing. Simply having an idea makes you imaginative, not creative. However, having an and idea and acting on it makes you creative.

There are many different definitions of innovation. In simple terms, innovation means turning idea into a solution that adds value. It can also mean adding value by implementing a new an

service or process, or significantly improving on an existing product, service or process.product,

What is Innovation ?

Some characteristics of highly innovative people are:

Characteristics of Highly Innovative People

Some characteristics of creative people are:

• They are imaginative and playful

• They see issues from different angles

• They notice small details

• They have very little tolerance for boredom

• They detest rules and routine

• They love to daydream

• They are very curious

Characteristics of Highly Creative People

• regular breaks from your creative work to recharge yourself and gain fresh perspective.Take

• t them out, get feedback, and make the required changes.Build prototypes frequently, tes

Time management is the process organizing your time, and deciding how to allocate your time different activities. Good time management is the difference between working smart between

tting more done in less time) and w(ge orking hard (working for more time to get more done).

Effective time management leads to an efficient work output, even when you are faced with deadlines and high pressure situations. On the other hand, not managing your time tight

fficient output and increases stress and anxiety.effectively results in ine

• They embrace doing things differently

• They don’t believe in taking shortcuts

• They are not afraid to be unconventional

• They are highly proactive and persistent

• -averseThey are organized, cautious and risk

9.1.5 Creativity & Innovation : What is Creativity?

Time management can lead to huge benefits like:

Benefits of Time Management

9.1.6 Time Management: What is Time Management?

Tips !

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Some traits of effective time managers are:

• They begin projects early

• They set daily objectives

• modify plans if required, to achieve They better results

• They are flexible and open-minded

• inform people in advance if their They help will be required

• They know how to say no

• break tasks into steps with specific They deadlines

• review long term goalsThey continually

• think of alternate solutions if and They when required

• They ask for help when required

• They create backup plans

• Greater productivity

• Better professional reputation

• Higher chances for career advancement

• fficiencyHigher e

• Reduced stress

• Greater opportunities to achieve goals

Not managing time effectively can result in undesirable consequences like:

• Missing deadlines

• Substandard work quality

• Stalled career

• fficient work outputIne

• Poor professional reputation

• Increase in stress and anxiety

Traits of Effective Time Managers

You can manage your time better by putting into practice certain time management techniques. Some helpful tips are:

• out your day as well as plan for interruptions. Give yourself at least 30 minutes to Plan figure out your time plan. In your plan, schedule some time for interruptions.

• up a “Do Not Disturb” sign when you absolutely have to complete a certain amount Put of work.

• your mind to all distractions. Train yourself to ignore ringing phones, don’t reply to Close chat messages and disconnect from social media sites.

• your work. This will not only help your work get done faster, but will also show Delegate ound you.you the unique skills and abilities of those ar

• Stop procrastinating. Remind yourself that procrastination typically arises due to the fear of failure or the belief that you cannot do things as perfectly as you wish to do them.

• Prioritize. task to be completed in order of its urgency or importance level. Then List each focus on completing each task, one by one.

• a log of your work activities. Analyze the log to help you understand how efficient Maintain you are, and how much time is wasted every day.

• Create time management goals to reduce time wastage.

Effective Time Management Techniques

• Always complete the most important tasks first.

• Get at least 7 – 8 hours of sleep every day.

• Start your day early.

• Don’t waste too much time on small,

unimportant details.

• Set a time limit for every task that you will undertake.

• Give yourself some time to unwind between tasks.

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Anger management is the process of:

1. Learning to recognize the signs that you, or someone else, is becoming angry

2. Taking the best course of action to calm down the situation in a positive way

Anger management does not mean suppressing anger.

Anger is a perfectly normal human emotion. In fact, when managed the right way, anger can considered a healthy emotion. However, if it is not kept in check, anger can make us act be

t we will likely later regret.inappropriately and can lead to us saying or doing things thaExtreme anger can:

• : Hurt you physically: It leads to heart disease, diabetes, a weakened immune system, essure.insomnia, and high blood pr

• Hurt you mentally It can cloud your thinking and lead to stress, depression and mental : health issues.

• Hurt your career It can result in alienating your colleagues, bosses, clients and lead to the : loss of respect.

• Hurt your relationships It makes it hard for your family and friends to trust you, be honest : with you and feel comfortable around you.

This is why anger management, or managing anger appropriately, is so important.

Here are some strategies that can help you control your anger:

Strategy 1: Relaxation

Something as simple as breathing deeply and looking onderat relaxing images works w s in calming down angry feelings. Try this simple breathing exercise:

1. Take a deep breath from your diaphragm (don’t breathe from your chest)

2. Visualize your breath coming up from your stomach

3. Keep repeating a calming word like ‘relax’ or ‘take it easy’ (remember to keep breathing deeply while repeating the word)

4. Picture a relaxing moment (this can be from your memory or your imagination)

Follow this relaxation technique daily, especially when you realize that you’re starting to feel angry.

Strategy 2: Cognitive Restructuring

Cognitive restructuring means changing the manner in which you think. Anger can make you swear, exaggerate and act very dramatically. When this happens, force yourself to replace curse,

angry thoughts with more logical ones. For instance, instead of thinking ‘Everything is your change your mindset and tell yourself ‘It’s not the end of the world and getting angry ruined’

won’t solve this’.

Strategy 3: Problem Solving

Getting angry about a problem that you cannot control is a perfectly natural response. try as you may, there may not be a solution to the difficulty you are faced with. In Sometimes,

cases, stop focusing on solving the problem, and instead focus on handling and facing the such Remind yourself that you will do your best to deal with the situation, but that you will problem.

e.not blame yourself if you don’t get the solution you desir

Strategy 4: Better Communication

When you’re angry, it is very easy to jump to inaccurate conclusions. In this case, you need to yourself to stop reacting, and think carefully about what you want to say, before saying it. force

thing that enters your head. Force yourself to listen carefully to what the Avoid saying the first e rother person is saying. Then think about the conversation befor esponding.

9.1.7 Anger Management: What is Anger Management?

Importance of Anger Management

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Strategy 5: Changing Your Environment

If you find that your environment is the cause of your anger, try and give yourself a break your surroundings. Make an active decision to schedule some personal time for yourself, from

on days that are very hectic and stressful. Having even a brief amount of quiet or especially alone time is sure to help calm you down.

The following tips will help you keep your anger in check:

• Take some time to collect your thoughts before you speak out in anger.

• the reason for your anger in an assertive, but non-confrontational manner once Express you have calmed down.

• Do some form of physical exercise like running or walking briskly when you feel yourself getting angry.

• Make short breaks part of your daily routine, especially during days that are stressful.

• on how to solve a problem that’s making you angry, rather than focusing on the fact Focus that the problem is making you angry.

Tips for Anger Management

• Try to forgive those who anger you, rather than hold a grudge against them.

• using sarcasm and hurling insults. Instead, try and explain the reason for your Avoid frustration in a polite and mature manner.

We say we are ‘stressed’ when we feel overloaded and unsure of our ability to deal with the placed on us. Anything that challenges or threatens our well-being can be defineads a pressures

stress. It is important to note that stress can be good and bad. While good stress keeps us going, negative stress undermines our mental and physical health. This is why it is so important to manage negative stress effectively.

Stress can be caused by internal and external factors.

Internal causes of stress

• Constant worry

• Rigid thinking

• Unrealistic expectations

• Pessimism

• -talkNegative self

• ttitudeAll in or all out a

External causes of stress

• Major life changes

• Difficulties with relationships

• Having too much to do

• Difficulties at work or in school

• Financial difficulties

• about one’s children and/or familyWorrying

Causes of Stress

9.1.8 Stress Management: What is Stress?

Stress can manifest itself in numerous ways. Take a look at the cognitive, emotional, physical and behavioral symptoms of stress.

Symptoms of Stress

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Cognitive Symptoms Emotional Symptoms

• Memory problems

• Concentration issues

• Lack of judgement

• Pessimism

• Anxiety

• Constant worrying

• Depression

• Agitation

• Irritability

• Loneliness

• Anxiety

• Anger

Physical Symptoms Behavioral Symptoms

• Aches and pain

• Diarrhea or constipation

• Nausea

• Dizziness

• Chest pain and/or rapid heartbeat

• Frequent cold or flu like feelings

• Increase or decrease in appetite

• Over sleeping or not sleeping enough

• Withdrawing socially

• Ignoring responsibilities

• Consumption of alcohol or cigarettes

• habits like nail biting, pacing etc.Nervous

The following tips can help you manage your stress better:

• Note down the different ways in which you can handle the various sour our stress. ces of y

• Remember that you cannot control everything, but you can control how you respond.

• your feelings, opinions and beliefs rather than reacting angrily, defensive Discuss passively.

• relaxation techniques like meditation, yoga or tai chi when you start Practice stressed.

• Devote a part of your day towards exercise.

• healthy foods like fruits and vegetables. Avoid unhealthy foods especially those Eat containing large amounts of sugar.

• Plan your day so that you can manage your time better, with less stress.

• Say no to people and things when required.

• terSchedule time to pursue your hobbies and in ests.

• Ensure you get at least 7-8 hours of sleep.

• Reduce your caffeine intake.

• Increase the time spent with family and friends.

Tips to Manage Stress

• y.Force yourself to smile even if you feel stressed. Smiling makes us feel relaxed and happ

• yourself from feeling and thinking like a victim. Change your attiude and focus on Stop being proactive.

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Monitor

Mouse

Keyboard

Power Button


1. Identify the basic parts of a computer

2. Identify the basic parts of a keyboard

3. Recall basic computer terminology

4. Recall the functions of basic computer keys

5. Discuss the main applications of MS Office

6. Discuss the benefits of Microsoft Outlook

7. Discuss the different types of e-commerce

8. List the benefits of e-commerce for retailers and customers

9 t e-commerce in India. Discuss how the Digital India campaign will help boos

1 . Describe how you will sell a pr0 oduct or service on an e-commerce platform

9.2.1 Computer and Internet Basics:

Basic Parts of a Computer

Unit 9.2: Digital Literacy: A Recap

Fig 9.2.1 Parts of a Computer

Basic Parts of a KeyboardCaps

Shift Space Enter Arrow Keys

Backspace

Fig 9.2.2 Parts of a Keyboard

Unit Objectives

• Central Processing Unit (CPU): The brain of the computer. It interprets and carries out

program instructions.

• Hard Drive: A device that stores large amounts of data.

• Monitor: The device that contains the computer screen where the information is visually

displayed.

• Mouse: A hand-held device used to point to items on the monitor.

• Speakers: Devices that enable you to hear sound from the computer.

• Printer: A device that converts output from a computer into printed paper documents.

• Arrow Keys: Press these keys to move your cursor.

• Space bar: Adds a space.


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Basic Internet Terms• The Internet A vast, international collection of computer networks that transfers information.:

• : A system that lets you access information on the Internet.The World Wide Web

• : A location on the World Wide Web (and Internet) that contains information Websiteabout a specific topic.

• : Provides information about a website and directs you to other pages on that Homepagewebsite.

• : A highlighted or underlined icon, graphic, or text that takes you to another Link/Hyperlinkfile or object.

• : The address for a website.Web Address/URL

• : A box in the browser window where you can type in a web address.Address Box

• visiting a .com address, there no need to type http:// or even www. Just type the When of the website and then press Ctrl + Enter. (Example: Type ‘apple’ and press Ctrl + name

www.apple.com) Enter to go to

• Press the Ctrl key and press the + or - to increase and decrease the size of text.

• Press F5 or Ctrl + R to refresh or reload a web page.

MS Office or Microsoft Office is a suite of computer programs developed by Microsoft. Although for all users, it offers different versions that cater specifically to students, home users meant

tosh.and business users. All the programs are compatible with both, Windows and Macin

Some of the most popular and univ sally used MS Office applicer ations are:

• Microsoft Word: Allows users to type text and add images to a document.

• Microsoft Excel Allows users to enter data into a spreadsheet and create calculations and : graphs.

• Microsoft PowerPoint Allows users to add text, pictures and media and create slideshows : and presentations.

• Microsoft Outlook: Allows users to send and receive email.

• Microsoft OneNote r.: Allows users to make drawings and notes with the feel of a pen on pape

• Microsoft Access: Allows users to store data over many tables.

A popular email management choice especially in the workplace, Microsoft Outlook also includes address book, notebook, web browser and calendar. Some major benefits of this program are:an

• Integrated search function You can use keywords to search for data across all Outlook : programs.

Most Popular Office Products

Why Choose Microsoft Outlook?

9.2.2 MS Office and Email: About MS Office

• Enter/Return: Moves your cursor to a new line.

• Shift: Press this key if you want to type a capital letter or the upper symbol of a key.

• Caps Lock: Press this key if you want all the letters you type to be capital letters. Press it

again to revert back to typing lowercase letters.

• Backspace: Deletes everything to the left of your cursor.

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• Enhanced security e email.: Your email is safe from hackers, junk mail and phishing websit

• Email syncing: Sync your mail with your contact list, notes in One Note and…your calendar, phone!

• Offline access to email No Internet? No problem! Write emails offline and send them : when you’re connected again.

• Press Ctrl+R as a shortcut method to reply to email.

• Set your desktop notifications only for very important emails.

• Flag messages quickly by selecting messages and hitting the Insert key.

• Save frequently sent emails as a template to reuse again and again.

• Conveniently save important emails as files.

E-commerce is the buying or selling of goods and services, or the transmitting of money or -Commerce is the short form for “electronic commerce.”data, electronically on the internet. E

Some examples of e-commerce are:

• Online shopping

• Online auctions

• Online ticketing

• Electronic payments

• Internet banking

Examples of E-Commerce

E-commerce can be classified based on the types of participants in the transaction. The main types of e-commerce are:

• Business to Business (B2B): Both the transacting parties are businesses.

• Business to Consumer (B2C): Businesses sell electronically to end-consumers.

• Consumer to Consumer (C2C): Consumers come together to buy, sell or trade items to other consumers.

• Consumer-to-Business (C2B) Consumers make products or services available for purchase : to companies looking for exactly those services or products.

• Business-to-Administration (B2A) Online transactions conducted between companies : and public administration.

• Consumer-to-Administration (C2A) Online transactions conducted between individuals : and public administration.

Types of E-Commerce

The e-commerce business provides some benefits for retailers and customers.

Benefits for retailers

• Establishes an online presence

• Reduces operational costs by removing overhead costs

• Increases brand awareness through the use of good keywords

• Increases sales by removing geographical and time constraints

:

Benefits of E-Commerce

9.2.3 E-Commerce: What is E-Commerce?

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Benefits for customers:

• Offers a wider range of choice than any physical store

• Enables goods and services to be purchased from remote locations

• Enables consumers to perform price comparisons

Prime Minister Narendra Modi launched the Digital India campaign in 2015, with the objective offering every citizen of India access to digital services, knowledge and information. The of

aims to improve the country’s online infrastructure and increase internet connectivity, campaign thus boosting the e-commerce industry.

Currently, the majority of online transactions come from tier 2 and tier 3 cities. Once the Digital campaign is in place, the government will deliver services through mobile connectivity, India will help deliver internet to remote corners of the country. This will help the e-commerce which

market to enter India’s tier 4 towns and rural areas.

Choose a product or service that you want to sell online. Write a brief note explaining how will use existing e-commerce platforms, or create a new e-commerce platform, to sell your you

product or service.

Digital India Campaign

E-Commerce Activity

• Before launching your e-commerce platform, test everything.

• Pay close and personal attention to your social media.

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Unit 9.3: Money Matters

We all know that the future is unpredictable. You never know what will happen tomorrow, next or next year. That’s why saving money steadily through the years is so important. Saving week

will help improve your financial situation over time. But more importantly, knowing that money have money stashed away for an emergency will give you peace of mind. Saving money you

also opens the door to many more options and possibilities.

Inculcating the habit of saving leads t ast number of beneo a v fits. Saving helps you:

• Become financially independent When you have enough money saved up to feel secure : can start making your choices, from taking a vacation whenever you want, to switching you

careers or starting your own business.

• Invest in yourself through education Through saving, you can earn enough to pay up for : that will add to your professional experience and ultimately result in higher paying courses jobs.

• Get out of debt you have saved enough as a reserve fund, you can use your savings : Once t vto pay off debts like loans or bills that have accumula ed o er time.

• Be prepared for surprise expenses Having money saved enables you to pay for unforeseen : expenses like sudden car or house repairs, without feeling financially stressed.

• Pay for emergencies helps you deal with emergencies like sudden health issues or : Saving emergency trips without feeling financially burdened.

• Afford large purchases and achieve major goals:: Saving diligently makes it possible to place down payments towards major purchases and goals, like buying a home or a car.

• Retire: The money you have saved over the years will keep you comfortable when you no longer have the income you would get from your job.

9.3.1 Personal Finance – Why to Save?: Importance of Saving

Benefits of Saving


1. Discuss the importance of saving money

2. Discuss the benefits of saving money

3. Discuss the main types of bank accounts

4. Describe the process of opening a bank account

5. Differentiate between fixed and variable costs

6. Describe the main types of investment options

7. Describe the different types of insurance products

8. Describe the different types of taxes

9. Discuss the uses of online banking

10. Discuss the main types of electronic funds transfers

• your spending habit. Try not spending on one expensive item per week, and put the Break money that you would have spent into your savings.

• yDecide that you will not buy anything on certain da s or weeks and stick to your word.

Unit Objectives

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:

In India, banks offer four main types of bank accounts. These are:

• Current Accounts

• Savings Accounts

• Recurring Deposit Accounts

• Fixed Deposit Accounts

Current Accounts

Current accounts offer the most liquid deposits and thus, are best suited for businessmen and companies. As these accounts are not meant for investments and savings, there is no imposed limit on the number or amount of transactions that can be made on any given day. Current account holders are not paid any interest on the amounts held in their accounts. They are charged for certain services offered on such accounts.

Savings accounts are meant to promote savings, and are therefore the number one choice for salaried individuals, pensioners and students. While there is no restriction on the number and amount of deposits made, there are usually restrictions on the number and amount of withdrawals. Savings account holders are paid interest on their savings.

Recurring Deposit accounts, also called RD accounts, are the accounts of choice for those who want to save an amount every month, but are unable to invest a large sum at one time. Such account holders deposit a small, fixed amount every month for a pre-determined period (minimum 6 months). Defaulting on a monthly payment results in the account holder being charged a penalty amount. The total amount is repaid with interest at the end of the specified period.

Fixed Deposit accounts, also called FD accounts, are ideal for those who wish to deposit their savings for a long term in return for a high rate of interest. The rate of interest offered depends on the amount deposited and the time period, and also differs from bank to bank. In the case of an FD, a certain amount of money is deposited by the account holder for a fixed period oftime. The money can be withdrawn when the period expires. If necessary, the depositor can break the fixed deposit prematurely. However, this usually attracts a penalty amount which also differs from bank to bank.

Saving Accounts

Recurring Deposit Accounts

Fixed Deposit Accounts

Opening of your a bank account is quite a simple process. Take a look at the steps to open an account own:

Step 1: Fill in the Account Opening Form

This form requires you to provide the following information:

• Personal details (name, address, phone number, date of birth, gender, occupation, address)

• Method of receiving your account statement (hard copy/email)

• ash/cheque)Details of your initial deposit (c

• of operating your account (online/mobile banking/traditional via cheque, slip books)Manner

Ensure that you sign wherever required on the form.

Step 2: Affix your Photograph

Stick a recent photograph of yourself in the allotted space on the form.

Bank Account: Types of Bank Accounts9.3.2 Types of Bank Accounts, Opening a

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Step 3: Provide your Know Your Customer (KYC) Detailsis a process that helps banks verify the identity and address of their customers. To open an KYC

every individual needs to submit certain approved documents with respect to photo account, alid Documents (OVDs) are:identity (ID) and address proof. Some Officially V

• Passport

• Driving License

• Voters’ Identity Card

• PAN Card

• UIDAI (Aadhaar) Card

Step 4: Submit All your Documents

Submit the completed Account Opening Form and KYC documents. Then wait until the forms are processed and your account has been opened!

• Select the right type of account.

• Fill in complete nomination details.

• Ask about fees.

• Understand the rules.

• Check for online banking – it’s convenient!

• Keep an eye on your bank balance.

Fixed costs and variable costs together make up a company’s total cost. These are the two vices.types of costs that companies have to bear when producing goods and ser

A fixed cost does not change with the volume of goods or services a company produces. It always remains the same.

A variable cost, on the other hand, increases and decreases depending on the volume of goods and services produced. In other words, it varies with the amount produced.

Let’s take a look at some of the main differences between fixed and variable costs:

Criteria Fixed Costs Variable Costs

Meaning A cost that stays the same, regardless of the output produced.

A cost that changes when the output changes.

Nature Time related. Volume related.

Incurred Incurred irrespective of units being produced.

Incurred only when units are produced.

Unit cost Inversely proportional to the number of units produced.

Remains the same, per unit.

Examples Depreciation, rent, salary, insurance, tax etc.

Material consumed, wages, commission on sales, packing expenses, etc.

Differences Between Fixed and Variable Costs

Variable Costs?9.3.3 Costs: Fixed vs Variable: What are Fixed and

• When trying to determine whether a cost is fixed or variable, simply ask the following question: Will the particular cost change if the company stopped its production activities? If the answer is no, then it is a fixed cost. If the answer is yes, then it is probably a variable cost.

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Investment means that money is spent today with the aim of reaping financial gains at a future time. The main types of investment options are as follows:

• Bonds: Bonds are instruments used by public and private companies to raise large sums of money – too large to be borrowed from a bank. These bonds are then issued in the public market and are bought by lenders.

• Stocks: Stocks or equity are shares that are issued by companies and are bought by the general public.

• Small Savings Schemes: Small Savings Schemes are tools meant to save money in small Some popular schemes are the Employees Provident Fund, Sukanya Samriddhi amounts.

Scheme and National Pension Scheme.

• Mutual Funds: Mutual Funds are professionally managed financial instruments that invest vesmoney in different securities on behalf of in tors.

• Fixed Deposits: A fixed amount of money is kept aside with a financial institution for a fixed amount of time in return for interest on the money.

• Real Estate: Loans are taken from banks to purchase real estate, which is then leased or eciated property price. sold with the aim of making a profit on the appr

• Hedge Funds: Hedge funds invest in both financial derivatives and/or publicly trade securities. .

• Private Equity: Private Equity is trading in the shares of an operating company that is not tock markpublicly listed and whose shares are not available on the s et.

There are two types of insurance – Life Insurance and Non-Life or General Insurance.

Life Insurance

Life Insurance deals with all insurance covering human life.

Life Insurance Products

The main life insurance products are:

• Term Insurance: This is the simplest and cheapest form of insurance. It offers financial for a specified tenure, say 15 to 20 years. In the case of your death, your family protection

is paid the sum assured. In the case of your surviving the term, the insurer pays nothing.

• Endowment Policy: This offers the dual benefit of insurance and investment. Part of the is allocated towards the sum assured, while the remaining premium gets invested premium

equity and debt. It pays a lump sum amount after the specified duration or on the death in of the policyholder, whichever is earlier.

• Unit-Linked Insurance Plan (ULIP): Here part of the premium is spent on the life cover, the remaining amount is invested in equity and debt. It helps develop a regular while

saving habit.

• Money Back Life Insurance : While the policyholder is alive, periodic payments of the partial survival benefits are made during the policy tenure. On the death of the insured, the insurance company pays the full sum assured along with survival benefits.

• Life Insurance : It offers the dual benefit of insurance and investment. It offers Whole insurance cover for the whole life of the person or up to 100 years whichever is earlier.

General Insurance

General Insurance deals with all insurance covering assets like animals, agricultural crops, goods, factories, cars and so on.

General Insurance Products

The main general insurance products are:

• Insurance: This can be divided into Four Wheeler Insurance and Two Wheeler Motor insurance.

Insurance

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• Health Insurance: The main types of health insurance are individual health insurance, family ance.floater health insurance, comprehensive health insurance and critical illness insur

• Travel Insurance: c be categorised into Individual Travel Policy, Family Travel Policy, This an Student Travel Insurance and Senior Citizen Health Insurance.

• This protects the house and its contents from risk. Home Insurance:

• Insurance: This insurance covers goods, freight, cargo etc. against loss or damage Marine during transit by rail, road, sea and/or air.

TaxesThere are two types of taxes – Direct Taxes and Indirect Taxes.

Direct Tax

Direct taxes are levied directly on an entity or a person and are non-transferrable.

Some examples of Direct Taxes are:

• This Income Tax: tax is levied on your earning in a financial year. It is applicable to both, individuals and companies.

• Capital Gains Tax: tax is payable whenever you receive a sizable amount of money. This is usually of two types – short term capital gains from investments held for less than 36 It

om inves or longer than 36 months. months and long term capital gains fr tments held f

• Securities Transaction Tax: This is added to the price of a share. It is levied every time tax you buy or sell shares.

• Perquisite Tax: tax is levied is on perks that have been acquired by a company or used This by an employee.

• Corporate Tax: Corporate tax is paid by companies from the revenue they earn.

Indirect Tax

Indirect taxes are levied on goods or services.

Some examples of Indirect Taxes are:

• Sales Tax: Sales Tax is levied on the sale of a product.

• Service Tax: Service Tax is added to services provided in India.

• Value Added Tax: Value Added Tax is levied at the discretion of the state government. The tax is levied on goods sold in the state. The tax amount is decided by the state.

• Customs Duty & Octroi: Customs Duty is a charge that is applied on purchases that are imported from another country. Octroi is levied on goods that cross state borders within India.

• Excise Duty: actured or produced in India. Excise Duty is levied on all goods manuf

9.3.5 Online Banking, NEFT, RTGS etc.: What is Online Banking?

Internet or online banking allows account holders to ounaccess their acc t from a laptop at any In this way, instructions can be issued. To access an account, account holders simply location.

need to use their unique customer ID number and password.

Tips !

Ÿ Think about how quickly you need your money back and pick an investment option accordingly.

Ÿ Ensure that you are buying the right type of insurance policy for yourself.

Ÿ Remember, not paying taxes can result in penalties ranging from fines to imprisonment.


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Internet banking can be used to:

Electronic own funds transfer is a convenient way of transferring money from the comfort of one’s home, using integrated banking tools like internet and mobile banking.

Transferring funds via an electronic gateway is extremely convenient. With the help of online banking, you can choose to:

NEFT stands for National Electronic Funds Transfer. This money transfer system allows you to electronically in transfer funds from your respective bank accounts to any other account, either the same bank or belonging to any other bank. NEFT can be used by individuals, firms and corporate organizations to transfer funds between accounts.

Before you can transfer funds through NEFT, you will need to register the beneficiary who will receiving the funds. In order to complete this registration, you will require the following be

information:

Electronic Funds Transfers

NEFT

Ÿ Find out an account balance

Ÿ Transfer amounts from one account to another

Ÿ Arrange for the issuance of cheques

Ÿ Instruct payments to be made

Ÿ Request for a cheque book

Ÿ Request for a statement of accounts

Ÿ Make a fixed deposit

RTGS stands for Real Time Gross Settlement. This is a real time funds transfer system which enables you to transfer funds from one bank to another, in real time or on a gross basis. The transferred amount is immediately deducted from the account of one bank, and instantly credited Bank to the other bank’s account. The RTGS payment gateway is maintained by the Reserveof India. The transactions between banks are made electronically. RTGS can be used by individuals, companies and firms to transfer large sums of money. Before remitting funds through RTGS, you will

need to add the beneficiary and his bank account details via your online banking account. In order to complete this registration, you will require the following information:

RTGS

IMPS stands for Immediate Payment Service. This is a real-time, inter-bank, electronic funds transfer system used to transfer money instantly within banks across India. IMPS enables users to make instant electronic transfer payments using mobile phones through both, Mobile Banking and SMS.It can also be used through ATMs and online banking. IMPS is available 24

IMPS

Ÿ Transfer funs into your own accounts of the same bank.

Ÿ Transfer funds into different accounts of the same bank.

Ÿ Transfer funds into accounts in different bank, using NEFT.

Ÿ Transfer funds into other bank accounts using RTGS.

Ÿ Transfer funds into various accounts using IMPS.

In order to transfer funds via NEFT, two things are required:

Ÿ A transferring bank

Ÿ A destination bank

Ÿ Recipient’s name

Ÿ Recipient’s account numberŸ Recipient’s bank’s name

Ÿ Recipient’s bank’s IFSC code

Ÿ Name of the beneficiary

Ÿ Beneficiary’s bank addressŸ Beneficiary’s account number

Ÿ Beneficiary’s bank’s IFSC code


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Once you have both these, you can login or make a request through SMS to transfer a particular amount to a beneficiary.

In order to initiate a money transfer through IMPS, you will need to enter the following information:

As soon as money has been deducted from your account and credited into the beneficiary’s account, you will be sent a confirmation SMS with a transaction reference number, for future reference.

Criteria NEFT RTGS IMPS

Settlement Done in batches Real-time Real-time

Full form National Electronic Fund Transfer

Real Time Gross Settlement

Immediate Payment Service

Timings on Monday – Friday

8:00 am – 6:30 pm 9:00 am – 4:30 pm 24x7

Timings on Saturday

8:00 am – 1:00 pm 9:00 am – 1:30 pm 24x7

Minimum amount of money transfer

limit

`1 `2 lacs `1

Maximum amount of money transfer

limit

`10 lacs `10 lacs per day `2 lacs

Maximum charges as per RBI

Upto 10,000 – `2.5 above 10,000 – 1 lac

– `5 above 1 – 2 lacs –

`15 above 2 – 5 lacs –

`25

above 5 – 10 lacs – `25

above 2 – 5 lacs – `25

above 5 – 10 lacs – `50

Upto 10,000 – `5 above 10,000 – 1 lac

– `5 above 1 – 2 lacs –

`15

Differences Between NEFT, RTGS & IMPS

hours a day and 7 days a week. The system features a secure transfer gateway and immediately confirms orders that have been fulfilled.

Ÿ Register for IMPS with your bank

Ÿ Receive a Mobile Money Identifier (MMID) from the bank

Ÿ Receive a MPIN from the bank

To transfer money through IMPS, the you need to:

For the beneficiary to receive the transferred money, he must:1. Link his mobile number with his respective account2. Receive the MMID from the bank

1. The beneficiary’s mobile number3. The transfer amount

2. The beneficiary’s MMID4. Your MPIN


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Tips !

Ÿ Never click on any links in any e-mail message to access your online banking website.

Ÿ You will never be asked for your credit or debit card details while using online banking.

Ÿ Change your online banking password regularly.


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UNIT 9.4: Preparing for Employment & Self Employment

The success of your getting the job that you want depends largely on how well your interview for that job goes. Therefore, before you go in for your interview, it is important that you prepare for it with a fair amount of research and planning. Take a look at the steps to follow in order to be well prepared for an interview:

for an Interview ?


1. Discuss the steps to prepare for an interview

2. Discuss the steps to create an effective Resume

3. Discuss the most frequently asked interview questions

4. Discuss how to answer the most frequently asked interview questions

5. Discuss basic workplace terminology

Unit Objectives

1. Research the organization that you are having the int view with.er

• Studying the company beforehand will help you be more prepared at the time of the interview. Your knowledge of the organization will help you answer questions at the time of the interview, and will leave you looking and feeling more confident. This is sure to make you stand out from other, not as well informed, candidates.

• Look for background information on the company. Ty and find an overview of the company and its industry profile.

• Visit the company website to get a good idea of what the company does. A company website offers a wealth of important information. Read and understand the company’s mission statement. Pay attention to the company’s products/services and client list. Read through any press releases to get an idea of the company’s projected growth and stability.

• Note down any questions that you have after your research has been completed.

2. Think about whether your skills and qualifications match the job requirements.

• Carefully read through and analyze the job description.

• Make a note of the knowledge, skills and abilities required to fulfill the job requirements.

• Take a look at the organization hierarchy. Figure out where the position you are applying for fits into this hierarchy.

3. Go through the most typical int view queser tions asked, and prepare your responses.

• Remember, in most interviews a mix of resume-based, behavioral and case study questions are asked.

• Think about the kind of answers you would like to provide to typical questions asked in these three areas.

• Practice these answers until you can express them confidently and clearly.

4. Plan your attire for the interview.

• It is always safest to opt for formal business attire, unless expressly informed to dress in business casual (in which case you should use your best judgement).

9.4.1 Interview Preparation: How to Prepare


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• Ask insightful and probing questions.

• When communicating, use effective forms of body language like smiling, making eye contact, and actively listening and nodding. Don’t slouch, play with nearby items, fidget, chew gum, or mumble.

Tips

A A resume is a formal document that lists a candidate’s work experience, education and skills. good resume gives a potential employer enough information to believe the applicant is worth interviewing. That’s why it is so important to create a résumé that is effective. Take a look at the steps to create an effective resume:Step 1: Write the Address Section

The Address section occupies the top of your resume. It includes information like your name, address,

Create an Effective Resume?

9.4.2 Preparing an Effective Resume: How to

Ensure that your clothes are clean and well-ironed. Pick neutral colours – nothing too bright • or flashy.

The shoes you wear should match your clothes, and should be clean and suitable for an • interview.

Remember, your aim is to leave everyone you meet with the impression that you are a • professional and highly efficient person.

5. Ensure that you have packed everything that you may require during the interview.

Carry a few copies of your resume. Use a good quality paper for your resume print outs. •

Always take along a notepad and a pen.•

Take along any information you may need to refer to, in order to fill out an application form. •

Carry a few samples of your work, if relevant.•

6. Remember the importance of non-verbal communication.

Practice projecting confidence. Remind yourself to smile and make eye contact. Practice giving a • firm handshake.

Keep in mind the importance of posture. Practice sitting up straight. Train yourself to stop nervous •

gestures like fidgeting and foot-tapping.

Practice keeping your reactions in check. Remember, your facial expressions provide a good •

insight into your true feelings. Practice projecting a positive image.

7. Make a list of questions to end the interview with.

Most interviews will end with the interviewer(s) asking if you have any questions. This is your • chance to show that you have done your research and are interested in learning more about the company.

If the interviewer does not ask you this question, you can inform him/her that you have some • querirs that you would like to discuss. This is the time for you to refer to the notes you made while studing the company.

Some good questions to ask at this point are:•

o What do you consider the most important criteria for success in this job?

o How will my performance be evaluated?

o What are the opportunities for advancement?

o What are the next steps in the hiring process?

Remember, never ask for information that is easily available on the company website•

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phone number and e-mail address. Insert a bold line under the section to separate it from rest of your resume.Example:

Khyati MehtaBreach Candy, Mumbai – IndiaContact No: +91 2223678270Email: [email protected]

Step 2: Add the Profile Summary SectionThis part of your resume should list your overall experiences, achievements, a w a r d s , certifications and strengths. You can make your summary as short as 2-3 bullet points or a s long as 8-10 bullet points.Example:

Step 3: Include Your Educational Qualifications

When listing your academic records, first list your highest degree. Then add the second highest under the highest one and so on. To provide a clear and accurate picture of your qualification

background, it is critical that include information on your position, rank, percentage educational or CPI for every degree or certification that you have listed.

If you have done any certifications and trainings, you can add a Trainings & Certifications section under your Educational Qualifications section.

Example:

Educational Qualifications

<Enter qualification> <enter date of qualification> from <enter name of institute> with <enter percentage or any other relevant scoring system>.

•

Profile Summary

A Floor Supervisor graduated from University of Delhi having 6 years of experience in managing a retail outlet.Core expertise lies in managing retail staff, including cashiers and people working on the floor.

•

•

Step 4: List Your Technical SkillsWhen listing your technical skills, start with the skills that you are most confident about. Then add the skills that you do not have as good a command over. It is perfectly acceptable to include just one skill, if you feel that particular skill adds tremendous value to your résumé. If you do not have any technical skills, you can omit this step.Example:

Technical Skills

• <Enter your technical skill here, if applicable>

Step 5: Insert Your Academic Project ExperienceList down all the important projects that you have worked on. Include the following information in this section:

• Project title • Organization • Platform used

• Contribution • Description


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Academic Projects

Step 6: List Your Strengths

This is where you list all your major strengths. This section should be in the form of a bulleted list.

Example:

Strengths

• Excellent oral, written and presentation skills

• Action-oriented and result-focused

• Great time management skills

Step 7: List Your Extracurricular ActivitiesIt is very important to show that you have diverse interests and that your life consists of more than academics. Including your extracurricular activities can give you an added edge over other candidates who have similar academic scores and project experiences. This section should be in the form of a bulleted list.Example:

Project Title: <Insert project title>Organization: <Insert the name of the organization for whom you did the project>Platform used: <Insert the platform used, if any>Contribution: <Insert your contribution towards this project>Description: <Insert a description of the project in one line>

Strengths

< Insert your extracurricular activity here. E.g.: Member of , played (name of sport) at level, won (name of prize/award) for >

•

Step 8: Write Your Personal Details

The last section of your résumé must include the following personal information:

• Date of birth • Gender & marital status

• Nationality • Languages known

Example:

Personal Details• Date of birth: 25th May, 1981

• Gender & marital status: Female, Single

• Nationality: Indian

• Languages known: English, Hindi, Tamil, French

• Keep your resume file name short, simple and informational.

• Make sure the resume is neat and free from typing errors.

• Always create your resume on plain white paper.

Tips

Example:

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Take a look at some of the most frequently asked interview questions, and some helpful tips on how to answer them.

Q1. Can you tell me a little about yourself?

Tips to answer:

• Don’t provide your full employment or personal history.

• Offer 2-3 specific experiences that you feel are most valuable and relevant.

• Conclude with how those experiences have made you perfect for this specific role.

Q2. How did you hear about the position?

Tips to answer:

• Tell the interviewer how you heard about the job – whether it was through a friend (name the friend), event or article (name them) or a job portal (say which one).

• Explain what excites you about the position and what in particular caught your eye about this role.

Q3. What do you know about the company?

Tips to answer:

• Don’t recite the company’s About Us page.

• Show that you understand and care about the company’s goals.

• Explain why you believe in the company’s mission and values.

Q4. Why do you want this job?

Tips to answer:

• Show that you are passionate about the job.

• Identify why the role is a great fit for you.

• Explain why you love the company.

Q5. Why should we hire you?

Tips to answer:

• Prove through your words that you can not only do the work, but can definitely deliver excellent results.

• Explain why you would be a great fit with the team and work culture.

• Explain why you should be chosen over any other candidate.

Q6. What are your greatest professional strengths?

Tips to answer:

• Be honest – share some of your real strengths, rather than give answers that you think sound good.

• Offer examples of specific strengths that are relevant to the position you are applying for.

• Provide examples of how you’ve demonstrated these strengths.

Q7. What do you consider to be your weaknesses?

Tips to answer:

• The purpose of this question is to gauge your self-awareness and honesty.

• Give an example of a trait that you struggle with, but that you’re working on to improve.

9.4.3 Interview FAQs


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Q8. What are your salary requirements?

Tips to answer:

• Do your research beforehand and find out the typical salary range for the job you are applying for.

• Figure out where you lie on the pay scale based on your experience, education, and skills.

• Be flexible. Tell the interviewer that you know your skills are valuable, but that you want the job and are willing to negotiate.

Q9. What do you like to do outside of work?

Tips to answer:

• The purpose of this question is t ou will fit in with the co see if y ompany culture.

• Be honest – open up and share activities and hobbies tha t and et interes xcite you.

Q10. If you were an animal, which one would you want to be?

Tips to answer:

• The purpose of this question is t ou are able to think on yo see if y our feet.

• There’s no wrong answer – but to make a great impression try to bring out your strengths or personality traits through your answer.

Q11: What do you think we could do be ently?tter or differ

Tips to answer:

• The purpose of this question is to see if you have done your research on the company, and to test whether you can think critically and come up with new ideas.

• Suggest new ideas. Show how your interests and expertise would help you execute these ideas.

Q12: Do you have any questions for us?

Tips to answer:

• Do not ask questions to which the answers can be easily found on the company website or through a quick online search.

• Ask intelligent questions that show your ability to think critically.

• Be honest and confident while answering.

• Use examples of your past experiences wherever possible to make your answers more impactful.

9.4.4 Work Readiness – Terms & Terminologies:

Every employee should be well versed in the following terms:

• Annual leave: Paid vacation leave given by employers to employees.

• Background Check: A method used by employers to verify the accuracy of the information provided by potential candidates.

• Benefits: A part of an employee’s compensation package.

• Breaks: Short periods of rest taken by employees during working hours.

Basic Workplace Terminology

Tips


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• The combination of salary and benefits that an employer provides to Compensation Package: his/ her employees.

• Time off in lieu of pay. Compensatory Time (Comp Time):

• An employee who works for one organization that sells said employee’s Contract Employee: service to another company, either on a project or time basis.

• When an employee is offered work in exchange for wages or salary, and Contract of Employment: accepts the offer made by the employer, a contract of employment exists.

• The beliefs and values shared by all the members of a company, and imparted Corporate Culture: from one generation of employees to another.

• A negotiation technique used by potential candidates to Counter Offer/Counter Proposal: increase the amount of salary offered by a company.

• A letter that accompanies a candidate’s resume. It emphasizes the important points Cover Letter: in the candidate’s resume and provides real examples that prove the candidate’s ability to perform the expected job role.

• A summary of a candidate’s achievements, educational work Curriculum Vitae (CV)/Resume: experience, skills and strengths.

• A letter sent by an employee to an employer, turning down the job offer Declining Letter: employer to the employee.

• Amounts subtracted from an employee’s pay and listed on the employee’s pay slip. Deductions:

• The act of treating one person not as favourably as another person. Discrimination:

• A person who works for another person in exchange for payment. Employee:

• A workshop or in-house training that an employee is asked to attend by his or Employee Training: her superior, for the benefit of the employer.

• Periods of unemployed time between jobs. Employment Gaps:

• A contract of employment which gets terminated on an agreed-upon date. Fixed-Term Contract:

• The act of contacting a potential employer after a candidate has submitted his or her Follow-Up: resume.

• A person who works for him or herself for Freelancer/Consultant/Independent Contractor: temporary jobs and projects with different employers.

• Paid time-off from work. Holiday:

• The amount of salary or wages paid for 60 minutes of work. Hourly Rate:

• A job opportunity offered by an employer to a potential employee, called an at the Internship: employer’s company for a fixed, limited time period.

• A conversation between a potential employee and a representative of an order to Interview: determine if the potential employee should be hired.

• A form which asks for a candidate’s information like the candidate’s name, details Job Application: and work experience. The purpose of a candidate submitting a job application, is to show that candidate’s interest in working for a particular company.

• An offer of employment made by an employer to a potential employee. Job Offer:

• A program that enables candidates to search for employment opportunities by Job Search Agent: selecting criteria listed in the program, for job vacancies.


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• A lay off occurs when an employee is temporarily let go from his or her job, due to the Lay Off: employer not having any work for that employee.

Ÿ Leave: Formal permission given to an employee, by his or her employer, to take a leave of absence from work.

• A letter given by an employer to an employee, confirming the offer of Letter of Acceptance: employment made by the employer, as well as the conditions of the offer.

• A letter that outlines the terms of employment.Letter of Agreement:

• A letter written for the purpose of validating the work skills of a Letter of Recommendation: person.

• Leave taken from work by women who are pregnant, or who have just given Maternity Leave: birth.

• A person who is employed at a higher level than you, who offers you advice and guides Mentor: you in your career.

• The minimum wage amount paid on an hourly basis.Minimum wage:

• An announcement made by an employee or an employer, stating that the employment Notice: contract will end on a particular date.

• An offer made by an employer to a prospective employee that contains Offer of Employment: important information pertaining to the job being offered, like the starting date, salary, working conditions etc.

• A contract of employment that continues till the employer or terminates it.Open-Ended Contract:

• A person who is not suited for a particular job because he or she has too many Overqualified: years of work experience, or a level of education that is much higher than required for the job, or is currently or was previously too highly paid.

• An employee who works for fewer hours than the standard number of hours Part-Time Worker: normally worked.

• Leave granted to a man who has recently become a father. Paternity Leave:

• Professionals who are paid by employers to Recruiters/Headhunters/Executive Search Firms: search for people to fill particular positions.

• When an employee formally informs his or her employer that he or she is Resigning/Resignations: quitting his or her job.

• A person who has his or her own business and does not work in the capacity of an Self-Employed: employee.

• A form that is submitted to an employer, by an employee, that contains the number Time Sheet: of hours worked every day by the employee.


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UNIT 9.5: Understanding Entrepreneurship

Unit Objectives

1. Discuss the concept of entrepreneurship

2. Discuss the importance of entrepreneurship

3. Describe the characteristics of an entrepreneur

4. Describe the different types of enterprises

5. List the qualities of an effective leader

6. Discuss the benefits of effective leadership

7. List the traits of an effective team

8. Discuss the importance of listening effectively

9. Discuss how to listen effectively

10. Discuss the importance of speaking effectively

11. Discuss how to speak effectively

12. Discuss how to solve problems

13. List important problem solving traits

14. Discuss ways to assess problem solving skills

15. Discuss the importance of negotiation

16. Discuss how to negotiate

17. Discuss how to identify new business opportunities

18. Discuss how to identify business opportunities within your business

19. Explain the meaning of entrepreneur

20. Describe the different types of entrepreneurs

21. List the characteristics of entrepreneurs

22. Recall entrepreneur success stories

23. Discuss the entrepreneurial process

24. Describe the entrepreneurship ecosystem

25. Discuss the purpose of the Make in India campaign

26. Discuss key schemes to promote entrepreneurs

27. Discuss the relationship between entrepreneurship and risk appetite

28. Discuss the relationship between entrepreneurship and resilience

29. Describe the characteristics of a resilient entrepreneur

30. Discuss how to deal with failure


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Entrepreneurship is very important for the following reasons:

1. It results in the creation of new organizations

2. It brings creativity into the marketplace

3. It leads to improved standards of living

4. It helps develop the economy of a country

Entrepreneur, types of firms / types of enterprises)

Entrepreneurs and Entrepreneurship

Importance of Entrepreneurship

Anyone who is determined to start a business, no matter what the risk, is an entrepreneur. Entrepreneurs run their own start-up, take responsibility for the financial risks and use creativity, innovation and vast reserves of self-motivation to achieve success. They dream big and are determined to do whatever it takes to turn their idea into a viable offering. The aim of an entrepreneur is to create an enterprise. The process of creating this enterprise is known as entrepreneurship.

All successful entrepreneurs have certain characteristics in common.

They are all:

• Extremely passionate about their work

• Confident in themselves

• Disciplined and dedicated

• Motivated and driven

• Highly creative

• Visionaries

• Open-minded

• Decisive

Entrepreneurs also have a tendency to:

• Have a high risk tolerance

• Thoroughly plan everything

• Manage their money wisely

• Make their customers their priority

• Understand their offering and their market in detail

• Ask for advice from experts when required

• Know when to cut their losses

Characteristics of Entrepreneurs

Some famous entrepreneurs are:

• Dhirubhai Ambani (Reliance)

• Dr. Karsanbhai Patel (Nirma)

• Azim Premji (Wipro)

• Anil Agarwal (Vedanta Resources)

Examples of Famous Entrepreneurs

As an entrepreneur in India, you can own and run any of the following types of enterprises:

Types of Enterprises

Sole ProprietorshipIn a sole proprietorship, a single individual owns, manages and controls the enterprise. This type of business is the easiest to form with respect to legal formalities. The business and the owner have no separate legal existence. All profit belongs to the proprietor, as do all the losses the liability of the entrepreneur is unlimited.

9.5.1 Concept Introduction (Characteristic of an


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PartnershipA partnership firm is formed by two or more people. The owners of the enterprise are called partners. A partnership deed must be signed by all the partners. The firm and its partners have no separate legal existence. The profits are shared by the partners. With respect to losses, the liability of the partners is unlimited. A firm has a limited life span and must be dissolved when any one of the partners dies, retires, claims bankruptcy or goes insane.

• Learn from others’ failures.

• Be certain that this is what you want.

• Search for a problem to solve, rather than look for a problem to attach to your idea.

9.5.2 Leadership & Teamwork: Leadership and Leaders

Leadership means setting an example for others to follow. Setting a good example means not asking someone to do something that you wouldn’t willingly want to do yourself. Leadership is about figuring out what to do in order to win as a team, and as a company.

Leaders believe in doing the right things. They also believe in helping others to do the right things. An effective leader is someone who:

Creates an inspiring vision of the future.

Motivates and inspires his team to pursue that vision.

Leadership Qualities That All Entrepreneurs Need

Building a successful enterprise is only possible if the entrepreneur in charge possesses excellent leadership qualities. Some critical leadership skills that every entrepreneur must have are:

1. This means having the ability to highlight all obstacles and challenges, in order to Pragmatism: resolve issues and reduce risks.

2. This means admitting to mistakes often and early, and being quick to take responsibility Humility: for your actions. Mistakes should be viewed as challenges to overcome, not opportunities to point blame.

3. It is critical for a good leader to be very flexible and quickly adapt to change. It is Flexibility: equally critical to know when to adapt and when not to.

4. This means showing both, your strengths and your weaknesses. It means being Authenticity: human and showing others that you are human.

5. This means refreshing or changing your leadership style when necessary. To do this, Reinvention:

it’s important to learn where your leadership gaps lie and find out what resources are required to close them.

6. This means taking the time to recognize how others view you. It means understanding Awareness: how your presence affects those around you.

Limited Liability Partnership (LLP)In a Limited Liability Partnership or LLP, the partners of the firm enjoy perpetual existence as well as the advantage of limited liability. Each partner’s liability is limited to their agreed contribution to the LLP. The partnership and its partners have a separate legal existence.

Tips !


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Effective leadership results in numerous benefits. Great leadership leads to the leader successfully:

• Gaining the loyalty and commitment of the team members

• Motivating the team to work towards achieving the company’s goals and objectives

• Building morale and instilling confidence in the team members

• Fostering mutual understanding and team-spirit among team members

• Convincing team members about the need to change when a situation requires adaptability

Benefits of Effective Leadership

Teamwork and Teams

Importance of Teamwork in Entrepreneurial Success

Teamwork occurs when the people in a workplace combine their individual skills to pursue a common goal. Effective teams are made up of individuals who work together to achieve this common goal. A great team is one who holds themselves accountable for the end result.

For an entrepreneurial leader, building an effective team is critical to the success of a venture. An entrepreneur must ensure that the team he builds possesses certain crucial qualities, traits and characteristics. An effective team is one which has:

1. Unity of purpose: All the team members should clearly understand and be equally committed to the purpose, vision and goals of the team.

2. Great communication skills: Team members should have the ability to express their concerns, ask questions and use diagrams, and charts to convey complex information.

3. The ability to collaborate: Every member should feel entitled to provide regular feedback on new ideas.

4. Initiative: The team should consist of proactive individuals. The members should have the enthusiasm to come up with new ideas, improve existing ideas, and conduct their own research.

5. Visionary members: The team should have the ability to anticipate problems and act on these potential problem before they turn into real problems.

6. Great adaptability skills: The team must believe that change is a positive force. Change should be seen as the chance to improve and try new things.

7. Excellent organizational skills: The team should have the ability to develop standard work processes, balance responsibilities, properly plan projects, and set in place methods to measure progress and ROI.

• Don’t get too attached to your original idea. Allow it to evolve and change.

• Be aware of your weaknesses and build a team that will complement your shortfalls.

• Hiring the right people is not enough. You need to promote or incentivize your most talented people to keep them motivated.

• Earn your team’s respect.

Tips !


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The Importance of Listening Effectively

To listen effectively you should:

How to Listen Effectively?

Listening is the ability to correctly receive and understand messages during the process of communication. Listening is critical for effective communication. Without effective listening skills, messages can easily be misunderstood. This results in a communication breakdown and can lead to the sender and the receiver of the message becoming frustrated or irritated.It’s very important to note that listening is not the same as hearing. Hearing just refers to sounds that you hear. Listening is a whole lot more than that. To listen, one requires focus. It means not only paying attention to the story, but also focusing on how the story is relayed, the way language and voice is used, and even how the speaker uses their body language. The ability to listen depends on how effectively one can perceive and understand both, verbal and non-verbal cues.

Stop talking Stop interrupting Focus completely on what is being said Nod and use encouraging words and gestures Be open-minded Think about the speaker’s perspective Be very, very patient

Pay attention to the tone that is being used Pay attention to the speaker’s gestures, facial

expressions and eye movements Not try and rush the person Not let the speaker’s mannerisms or habits

irritate or distract you

The Importance of Speaking Effectively

How successfully a message gets conveyed depends entirely on how effectively you are able to get it through. An effective speaker is one who enunciates properly, pronounces words correctly, chooses the right words and speaks at a pace that is easily understandable. Besides this, the words spoken out loud need to match the gestures, tone and body language used.What you say, and the tone in which you say it, results in numerous perceptions being formed. A person who speaks hesitantly may be perceived as having low self-esteem or lacking in knowledge of the discussed topic. Those with a quiet voice may very well be labelled as shy. And those who speak in commanding tones with high levels of clarity, are usually considered to be extremely confident. This makes speaking a very critical communication skill.

How to Speak Effectively?

To speak effectively you should:

Incorporate body language in your speech like eye contact, smiling, nodding, gesturing etc.

Build a draft of your speech before actually making your speech.

Ensure that all your emotions and feelings are under control.

Pronounce your words distinctly with the correct pitch and intensity. Your speech should be crystal clear at all times.

Use a pleasant and natural tone when speaking. Your audience should not feel like you are putting on an accent or being unnatural in any way.

Use precise and specific words to drive your message home. Ambiguity should be avoided at all costs.

Ensure that your speech has a logical flow.

Be brief. Don’t add any unnecessary information.

Make a conscious effort to avoid irritating mannerisms like fidgeting, twitching etc.

9.5.3 Communication Skills: Listening & Speaking:


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Choose your words carefully and use simple words that the majority of the audience will have no difficulty understanding.

Use visual aids like slides or a whiteboard. Speak slowly so that your audience can easily understand what you’re saying. However, be careful not to speak too slowly because this can come across as stiff, unprepared or even

condescending. Remember to pause at the right moments.

Tips If you’re finding it difficult to focus on what someone is saying, try repeating their words in your

head. Always maintain eye contact with the person that you are communicating with, when speaking as

well as listening. This conveys and also encourages interest in the conversation.

Solving a problem requires a level of rational thinking. Here are some logical steps to follow when faced with an issue:

Step 1: Identify the problem Step 2: Study the problem in detail

Step 3: List all possible solutions Step 4: Select the best solution

Step 5: Implement the chosen solution Step 6: Check that the problem has really been solved

9.5.4 Problem Solving & Negotiation Skills: What is a Problem?

Important Traits for Problem Solving

How to Assess for Problem Solving Skills?

As per The Concise Oxford Dictionary (1995), a problem is, “A doubtful or difficult matter requiring a solution”

All problems contain two elements:

1. Goals 2. Obstacles

The aim of problem solving is to recognize the obstacles and remove them in order to achieve the goals.

Highly developed problem solving skills are critical for both, business owners and their employees. The following personality traits play a big role in how effectively problems are solved:

Being open minded Asking the right questions Being proactive

Not panicking Having a positive attitude Focusing on the right problem

As an entrepreneur, it would be a good idea to assess the level of problem solving skills of potential candidates before hiring them. Some ways to assess this skill are through:

1. Application forms: Ask for proof of the candidate’s problem solving skills in the application form.

2. Psychometric tests: Give potential candidates logical reasoning and critical thinking tests and see how they fare.

3. Interviews: Create hypothetical problematic situations or raise ethical questions and see how the candidates respond.

4. Technical questions: Give candidates examples of real life problems and evaluate their thought process.

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How to Solve Problems ?


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Take a look at some steps to help you negotiate:

Step 1: Pre-Negotiation Preparation

Agree on where to meet to discuss the problem, decide who all will be present and set a time limit for the discussion.

Step 2: Discuss the Problem

This involves asking questions, listening to the other side, putting your views forward and clarifying doubts.

Step 3: Clarify the Objective

Ensure that both parties want to solve the same problem and reach the same goal.

Step 4: Aim for a Win-Win Outcome

Try your best to be open minded when negotiating. Compromise and offer alternate solutions to reach an outcome where both parties win.

Step 5: Clearly Define the Agreement

When an agreement has been reached, the details of the agreement should be crystal clear to both sides, with no scope for misunderstandings.

Step 6: Implement the Agreed Upon Solution

Agree on a course of action to set the solution in motion

What is Negotiation?

Why Negotiate?

• Know exactly what you want before you work towards getting it

• Give more importance to listening and thinking, than speaking

• Focus on building a relationship rather than winning

• Remember that your people skills will affect the outcome

• Know when to walk away – sometimes reaching an agreement may not be possible

“The entrepreneur always searches for change, responds to it and exploits it as an opportunity.”

Peter Drucker

The ability to identify business opportunities is an essential characteristic of an entrepreneur.

9.5.5 Business Opportunities Identification: Entrepreneurs and Opportunities

Negotiation is a method used to settle differences. The aim of negotiation is to resolve differences through a compromise or agreement while avoiding disputes. Without negotiation, conflicts are likely to lead to resentment between people. Good negotiation skills help satisfy both parties and go a long way towards developing strong relationships.

Starting a business requires many, many negotiations. Some negotiations are small while others are critical enough to make or break a startup. Negotiation also plays a big role inside the workplace. As an entrepreneur, you need to know not only know how to negotiate yourself, but also how to train employees in the art of negotiation.

The word opportunity suggests a good chance or a favourable situation to do something offered by circumstances.

What is an Opportunity?

How to Negotiate?

Tips !


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A business opportunity means a good or favourable change available to run a specific business in a given environment, at a given point of time.

Common Questions Faced by Entrepreneurs

When is an Idea an Opportunity?

A critical question that all entrepreneurs face is how to go about finding the business opportunity that is right for them.

Some common questions that entrepreneurs constantly think about are:

Should the new enterprise introduce a new product or service based on an unmet need?

Should the new enterprise select an existing product or service from one market and offer it in another where it may not be available?

Should the enterprise be based on a tried and tested formula that has worked elsewhere?

It is therefore extremely important that entrepreneurs must learn how to identify new and existing business opportunities and evaluate their chances of success.

An idea is an opportunity when:

It creates or adds value to a customer

It solves a significant problem, removes a pain point or meets a demand

Has a robust market and profit margin

Is a good fit with the founder and management team at the right time and place

Factors to Consider When Looking for OpportunitiesConsider the following when looking for business opportunities:

• Economic trends • Market trends

• Changes in funding • Changes in political support

• Changing relationships between vendors, partners and suppliers

• Shift in target audience

Ways to Identify New Business Opportunities

1. Identify Market Inefficiencies about When looking at a market, consider what inefficiencies are present in the market. Think ways to correct these inefficiencies. 2. Remove Key Hassles service or Rather than create a new product or service, you can innovatively improve a product, process.3. Create Something New Think about how you can create a new experience for customers, based on existing business models.4. Pick a Growing Sector/Industry Research and find out which sectors or industries are growing and think about what opportunities you can tap in the same.5. Think About Product Differentiation If you already have a product in mind, think about ways to set it apart from the existing ones.

Ways to Identify Business Opportunities Within Your Business

1. SWOT Analysis

An excellent way to identify opportunities inside your business is by creating a SWOT analysis. The acronym SWOT stands for strengths, weaknesses, opportunities, and threats. SWOT analysis framework:


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STRENGTH

What are your strengths?

What unique capabilities do you posses?

What do you do better than others?

What do others percieve as your strengths?

WEAKNESSES

What are your weaknesses?

What do your competitors do better than you?

OPPORTUNITIES

What Trends may positively impact you?

What oppprtunities are available to you?

THREATS

Do you have solid financial support?

What trends may negatively impact you?

S W

O T

Fig 9.5.1 SWOT Analysis

Consider the following when looking for business opportunities:

By looking at yourself and your competitors using the SWOT framework, you can uncover opportunities that you can exploit, as well as manage and eliminate threats that could derail your success.

2. Establishing Your USP

Establish your USP and position yourself as different from your competitors. Identify why customers should buy from you and promote that reason.

Once you have identified an opportunity, you need to analyze it.

To analyze an opportunity, you must:

• Focus on the idea

• Focus on the market of the idea

• Talk to industry leaders in the same space as the idea

• Talk to players in the same space as the idea

Opportunity Analysis

• Remember, opportunities are situational.

• Look for a proven track record.

• Avoid the latest craze.

• Love your idea.

Tips

An entrepreneur is a person who:

• Does not work for an employee

• Runs a small enterprise

• Assumes all the risks and rewards of the enterprise, idea, good or service

There are four main types of entrepreneurs:

Who is an Entrepreneur?

Types of Entrepreneurs

1. The Traditional Entrepreneur: This type of entrepreneur usually has some kind of skill –they can be a carpenter, mechanic, cook etc. They have businesses that have been around for numerous years like restaurants, shops and carpenters. Typically, they gain plenty of experience in a particular industry before they begin their own business in a similar field.

9.5.6 Entrepreneurship Support Eco - System:

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2. The desire of this type of entrepreneur is to start an The Growth Potential Entrepreneur: enterprise that will grow, win many customers and make lots of money. Their ultimate aim is to eventually sell their enterprise for a nice profit. Such entrepreneurs usually have a science or technical background. 3. The Project-Oriented Entrepreneur: This type of entrepreneur generally has a background in the Arts or psychology. Their enterprises tend to be focus on something that they are very passionate about. 4. This type of entrepreneur has usually worked as a teacher or a The Lifestyle Entrepreneur: secretary. They are more interested in selling something that people will enjoy, rather than making lots of money.

Successful entrepreneurs have the following characteristics:

• They are highly motivated

• They are creative and persuasive

• They are mentally prepared to handle each and every task

• They have excellent business skills – they know how to evaluate their cash flow, sales and revenue

• They are willing to take great risks

• They are very proactive – this means they are willing to do the work themselves, rather than wait for someone else to do it

• They have a vision – they are able to see the big picture

• They are flexible and open-minded

• They are good at making decisions

Characteristics of an Entrepreneur

Entrepreneur Success Stories

Dhiru Bhai AmbaniDhirubhai Ambani began his entrepreneurial career by selling “bhajias” to pilgrims in Mount Girnar on weekends. At 16, he moved to Yemen where he worked as a gas-station attendant, and as a clerk in an oil company. He returned to India with Rs. 50,000 and started a textile trading company. Reliance went on tobecome the first Indian company to raise money in global markets and the first Indian company to feature in Forbes 500 list.Dr. Karsanbhai PatelKarsanbhai Patel made detergent powder in the backyard of his house. He sold his product door-to-door and offered a money back guarantee with every pack that was sold. He charged Rs. 3 per kg when the cheapest detergent at that time was Rs.13 per kg. Dr. Patel eventually started Nirma which became a whole new segment in the Indian domestic detergent market.

The Entrepreneurial ProcessLet’s take a look at the stages of the entrepreneurial process.

Stage 1: Idea Generation. The entrepreneurial process begins with an idea that has been thought of by the entrepreneur. The idea is a problem that has the potential to be solved.

Stage 2: Germination or Recognition. In this stage a possible solution to the identified problem is thought of.

Stage 3: Preparation or Rationalization. The problem is studied further and research is done to find out how others have tried to solve the same problem.


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Stage 4: Incubation or Fantasizing. This stage involves creative thinking for the purpose of coming up with more ideas. Less thought is given to the problem areas.

Stage 5: Feasibility Study: The next step is the creation of a feasibility study to determine if the idea will make a profit and if it should be seen through.

Stage 6: Illumination or Realization. This is when all uncertain areas suddenly become clear. The entrepreneur feels confident that his idea has merit.

Stage 7: Verification or Validation. In this final stage, the idea is verified to see if it works and if it is useful.

Take a look at the diagram below to get a better idea of this process.

Idea

Generation

Germination (Recognition)

Illumination (Realisation)

F asibility eStudy

Preparation (Rationalisation)

Incubation (Fantasising)

Varification (Validation)

Introduction to the Entrepreneurship Ecosystem

The entrepreneurship support ecosystem signifies the collective and complete nature of entrepreneurship. New companies emerge and flourish not only because of the courageous, visionary entrepreneurs who launch them, but they thrive as they are set in an environment or ‘ecosystem’ made of private and public participants. These players nurture and sustain the new ventures, facilitating the entrepreneurs’ efforts.An entrepreneurship ecosystem comprises of the following six domains:1. This includes elements such as tolerance of risk and errors, valuable Favourable Culture: networking and positive social standing of the entrepreneur.2. This includes regulatory framework incentives and Facilitating Policies & Leadership: existence of public research institutes.3. Angel financing, venture capitalists and micro loans would be good examples of Financing Options: this.4. This refers to trained and untrained labour, entrepreneurs and entrepreneurship Human Capital: training programmes, etc. 5. This refers to an existence or scope of existence of a Conducive Markets for Products & Services: market for the product/service. 6. This includes legal and financing advisers, Institutional & Infrastructural Support: telecommunications, digital and transportation infrastructure, and entrepreneurship networking programmes.These domains indicate whether there is a strong entrepreneurship support ecosystem and what actions should the government put in place to further encourage this ecosystem. The six domains and their various elements have been graphically depicted.


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Make in India Campaign

Every entrepreneurship support ecosystem is unique and all the elements of the ecosystem are interdependent. Although every region’s entrepreneurship ecosystem can be broadly described by the above features, each ecosystem is the result of the hundred elements interacting in highly complex and particular ways. Entrepreneurship ecosystems eventually become (largely) self-sustaining. When the six domains are resilient enough, they are mutually beneficial. At this point, government involvement can and should be significantly minimized. Public leaders do not need to invest a lot to sustain the ecosystem. It is imperative that the entrepreneurship ecosystem incentives are formulated to be self-liquidating, hence focussing on sustain ability of the environment.

Every entrepreneur has certain needs. Some of their important needs are:

• To easily get loans

• To easily find investors

• To get tax exemptions

• To easily access resources and good infrastructure

• To enjoy a procedure that is free of hassles and is quick

• To be able to easily partner with other firms

The Make in India campaign, launched by Prime Minister Modi aims to satisfy all these needs of young, aspiring entrepreneurs. Its objective is to:

• Make investment easy

• Support new ideas

• Enhance skill development

• Safeguard the ideas of entrepreneurs

• Create state-of-the-art facilities for manufacturing goods

Key Schemes to Promote Entrepreneurs

The government offers many schemes to support entrepreneurs. These schemes are run by various Ministries/Departments of Government of India to support First Generation Entrepreneurs.Take a look at a few key schemes to promote entrepreneurship:

Sl.Name of the Scheme

1. Pradhan Mantri MUDRA Yojana - Micro Units Development and Refinance Agency (MUDRA),

2. STAND UP INDIA

3. Prime Minister Employment Generation Programme (PMEGP)

4. International Cooperation

5. Performance and Credit Rating

6. Marketing Assistance Scheme

7. Reimbursement of Registration Fee for Bar Coding

8. Enable Participation of MSMEs in State/District level Trade Fairs and Provide Funding Support

9. Capital Subsidy Support on Credit for Technology up gradation

10. Credit Guarantee Fund for Micro and SmalI Enterprise (CGFMSE)

11. Reimbursement of Certification Fees for Acquiring ISO Standards

12. Agricultural Marketing

13. Small Agricultural Marketing

14. Mega Food Park

15. Adivasi Mahila Sashaktikaran Yojana


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1. Pradhan Mantri MUDRA Yojana, - Micro Units Development and Refinance Agency (MUDRA),

Description

Under the aegis support of Pradhan Mantri MUDRA Yojana, MUDRA has already created its initial products/schemes. The interventions have been named 'Shishu', 'Kishor' and 'Tarun' to signify the stage of growth/development and funding needs of the beneficiary micro unit/entrepreneur and also provide a reference point for the next phase of graduation/growth to look forward to:

a. Shishu: Covering loans upto Rs.50,000/-

b. Kishor: Covering loans above Rs. 50,000/- and upto Rs.5 lakh

c. Tarun: Covering loans above Rs. 5 lakh to Rs.10 lakh

Who can apply?

Any Indian citizen who has a business plan for a non-farm sector income generating activity such as manufacturing, processing, trading or service sector and whose credit need is less than Rs.10 lakh can approach either a Bank, MFI, or NBFC for availing of MUDRA loans under Pradhan Mantri

Mudra Yojana (PMMY).

2. Stand Up India

Description

The objective of the Standup India scheme is to facilitate bank loans between Rs.10 lakh and Rs.1 crore to at least one Schedule Caste (SC) or Scheduled Tribe (ST) borrower and at least one woman borrower per bank branch for setting up a Greenfield enterprise. This enterprise may be in manufacturing, services or the trading sector. In case of non-Individual enterprises at least 51% of the shareholding and controlling stake should be held be either an SC/ST or Woman Entrepreneur.

Who can apply?

ST, SC &Women

3. Prime Minister Employment Generation Programme (PMEGP)

Description

The Scheme is implemented by Khadi and Village Industries Commission (KVIC), as the nodal agency at the National level. At the State level, the Scheme is implemented through State KVIC Directorates, State Khadi and Village Industries Boards (KVIBs) and District Industries Centres (DICs) and banks. The Government subsidy under the Scheme is routed. by KVIC through identified banks for eventual distribution to the beneficiaries/entrepreneurs in their bank accounts.

Nature of assistance

The maximum cost of the project/unit admissible under manufacturing sector is Rs.25 lakh and under business/service sector is Rs.10 lakh. Levels of funding under PMEGP

Categories of beneficiaries under PMEGP

Beneficiary's contribution

(of project cost)

Rate of Subsidy(of project cost)

Area (location of project/unit) Urban Rural

General Category 10% 15%25%

Special (including SC / ST / OBC / Minorities / Women, Ex-servicemen, Physically handicapped, NER, Hill and Border areas, etc.

05% 25%35%


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The balance amount of the total project cost will be provided by Banks as term loan as well as working capital.

Who can apply?

Any individual, above 18 years of age. At least VIII standard pass for projects costing above Rs.10 lakh in the manufacturing sector and above Rs.5 lakh in the business/service sector. Only new projects are considered for sanction under PMEGP. Self Help Groups (including those belonging to BPL provided that they have not availed benefits under any other Scheme), Institutions registered under Societies Registration Act,1860; Production Co-operative Societies, and Charitable Trusts are also eligible. Existing Units (under PMRY, REGP or any other scheme of Government of India or State Government) and the units that have already availed Government Subsidy under any other scheme of Government of India or State Government are NOT eligible.

4. International Cooperation

Description

The Scheme would cover the following activities:

a. Deputation of MSME business delegations to other countries for exploring new areas of technology infusion/upgradation, facilitating joint ventures, improving market of MSMEs products, foreign collaborations, etc.

b. Participation by Indian MSMEs in international exhibitions, trade fairs and buyer-seller meets in foreign countries as well as in India, in which there is international participation.

c. Holding international conferences and seminars on topics and themes of interest to the MSME.


IC Scheme provides financial assistance towards the airfare and space rent of entrepreneurs. Assistance is provided on the basis of size and the type of the enterprise.

Who can apply?

a. State/Central Government Organisations;

b. Industry/Enterprise Associations; and

c. Registered Societies/Trusts and Organisations associated with the promotion and development of MSMEs

5. Performance and Credit Rating for Micro and Small Enterprises

Description

The objective of the Scheme is to create awareness amongst micro & small enterprises about the strengths and weaknesses of their operations and also their credit worthiness.


Who can apply?

Any enterprise registered in India as a micro or small enterprise is eligible to apply.

6. Marketing Assistance Scheme

Description

The assistance is provided for the following activities:

a. Organizing exhibitions abroad and participation in international exhibitions/trade fairs

b. Co-sponsoring of exhibitions organized by other organisations/industry associations/agencies

c. Organizing buyer-seller meets, intensive campaigns and marketing promotion events

Turn Over Fee to be reimbursed by Ministry of MSME

Up to Rs.50 lacs 75% of the fee charged by the rating agency subject to a ceiling Rs.15,000/-

Above Rs.50 lacs to Rs.200 lacs

75% of the fee charged by the rating agency subject to a ceiling of Rs.30,0001-

Above Rs.200 lacs 75% of the fee charged by the rating agency subject


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Financial assistance of up to 95% of the airfare and space rent of entrepreneurs. Assistance is provided on the basis of size and the type of the enterprise. Financial assistance for co-sponsoring would be limited to 40% of the net expenditure, subject to maximum amount of Rs.5 lakh.

Who can apply?

MSMEs, Industry Associations and other organizations related to MSME sector.

7. Reimbursement of Registration Fee for Bar Coding

Description

The financial assistance is provided towards 75% reimbursement of only one-time registration fee and 75% of annual recurring fee for first three years paid by MSEs to GS1 India for using bar coding.


Funding support for reimbursement of 75% of one time and recurring bar code registration fees.

Who can apply?

All MSMEs with EM registration.

8. Enabling Participation of MSMEs in State/District Level Trade Fairs and Provide Funding Support

Description

Provide marketing platform to manufacturing MSMEs by enabling their participation in state/ district level exhibitions being organized by state/district authorities/associations.


1. Free registration for participating in trade fairs

Note: The selection of participants would be done by the MSME-DIs post the submission of application.

2. Reimbursement of 50% of to and fro actual fare by shortest distance/direct train (limited to AC II tier class) from the nearest railway station/bus fare to the place of exhibition and 50% space rental charges for MSMEs (General category entrepreneurs).

3. For Women/SC/ST entrepreneurs & entrepreneurs from North Eastern Region Govt. of

India will reimburse 80% of items listed above in Point (2).

Note: The total reimbursement will be max. Rs.30,000/- per unit for the SC/ST/Women/Physically Handicapped entrepreneurs, while for the other units the max. limit will be Rs.20,000/- per person per MSME unit.

Note: The participant is required to submit follow-up proofs post attending the event to claim

reimbursement. The proofs can be submitted after logging in online under the section "My

Applications" or directly contacting a DI office.

Who can apply?

All MSMEs with EM registration.

9. Capital Subsidy Support on Credit for Technology Upgradation

Description

MSMEs can get a capital subsidy (~15%) on credit availed for technology upgradation.


Financial assistance for availing credit and loan.

Who can apply?

1. Banks and financial institutions can apply to DC-MSME for availing support.

2. MSMEs need to directly contact the respective banks for getting credit and capital subsidy.

How to apply?

If you are a financial institution, click on the "Apply Now" button or else you can also directly contact the Office of DC-MSME. You can view the contact details of Office of DC-MSME. If you are an MSME, directly contact the respective banks/financial institutions as listed in the scheme guidelines.


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10. Provision of Collateral Free Credit for MSMEs

Description

Banks and financial institutions are provided funding assistance under this scheme so that they can in turn lend collateral free credit to MSMEs.


Funding support to banks and financial institutions for lending collateral-free credit to MSMEs.

Who can apply?

Banks and financial institutions can apply to office of DC-MSME/MSME-DIs for availing support. MSMEs need to directly contact the respective banks for getting credit.

11. Reimbursement of certification fees for acquiring ISO standards

ISO 9000/ISO 14001 Certification Reimbursement.

Description

The GoI assistance will be provided for one-time reimbursement of expenditure to such MSME

manufacturing units which acquire ISO 18000/ISO 22000/ISO 27000 certification.


Reimbursement of expenditure incurred on acquiring ISO standards.

Who can apply?

MSMEs with EM registration.

12. Agricultural Marketing

Description

A capital investment subsidy for construction/renovation of rural godowns.

Creation of scientific storage capacity and prevention of distress sale.


Subsidy @ 25% to farmers, 15% of project cost to companies.

Who can apply?

NGOs, SHGs, companies, co-operatives.

13. Small Agricultural Marketing

Description

Business development description provides venture capital assistance in the form of equity, and

arranges training and visits of agri-preneurs

Farmers' Agriculture Business Consortium

Business development description provides venture capital assistance in the form of equity, and arranges training and visits of agri-preneurs.


Financial assistance with a ceiling of Rs.5 lakh.

Who can apply?

Individuals, farmers, producer groups, partnership/propriety firms, SGHs, agri-preneurs, etc.

14. Mega Food Park

Description

Mechanism to link agricultural production and market to maximize value addition, enhance farmers income, create rural employment.


One-time capital grant of 50% of project cost with a limit of Rs.50 crore.

Who can apply?

Farmers, farmer groups, SHGs.

15. Adivasi Mahila Sashaktikaran Yojana

Description


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Concessional scheme for the economic development of ST women.Nature of assistance Term loan at concessional rates upto 90% of cost of scheme.Who can apply?Scheduled Tribes Women.

• Research the existing market, network with other entrepreneurs, venture capitalists, angel investors, and thoroughly review the policies in place to enable your entrepreneurship.• Failure is a stepping stone and not the end of the road. Review yours and your peers’ errors and correct them in your future venture.• Be proactive in your ecosystem. Identify the key features of your ecosystem and enrich them to ensure self-sustainability of your entrepreneurship support ecosystem.

Entrepreneurs are inherently risk takers. They are path-makers not path-takers. Unlike a normal, cautious person, an entrepreneur would not think twice about quitting his job (his sole income) and taking a risk on himself and his idea. An entrepreneur is aware that while pursuing his dreams, assumptions can be proven wrong and unforeseen events may arise. He knows that after dealing with numerous problems, success is still not guaranteed. Entrepreneurship is synonymous with the ability to take risks. This ability, called risk-appetite, is an entrepreneurial trait that is partly genetic and partly acquired.

What is Risk Appetite?

Risk appetite is defined as the extent to which a company is equipped to take risk, in order to achieve its objectives. Essentially, it refers to the balance, struck by the company, between possible profits and the hazards caused by changes in the environment (economic ecosystem, policies, etc.). Taking on more risk may lead to higher rewards but have a high probability of losses as well. However, being too conservative may go against the company as it can miss out on good opportunities to grow and reach their objectives. The levels of risk appetite can be broadly categorized as “low”, “medium” and “high.” The company’s entrepreneur(s) have to evaluate all potential alternatives and select the option most likely to succeed. Companies have varying levels of risk appetites for different objectives. The levels depend on:

• The type of industry • Market pressures • Company objectives

For example, a startup with a revolutionary concept will have a very high risk appetite. The startup can afford short term failures before it achieves longer term success. This type of appetite will not remain constant and will be adjusted to account for the present circumstances of the company.

Risk Appetite StatementCompanies have to define and articulate their risk appetite in sync with decisions made about their objectives and opportunities. The point of having a risk appetite statement is to have a framework that clearly states the acceptance and management of risk in business. It sets risk taking limits within the company. The risk appetite statement should convey the following:

• The nature of risks the business faces.

• Which risks the company is comfortable taking on and which risks are unacceptable.

9.5.7 Risk Appetite & Resilience: Entrepreneurship and Risk

Tips !


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• The nature of risks the business faces.• Which risks the company is comfortable taking on and which risks are unacceptable.• How much risk to accept in all the risk categories.• The desired tradeoff between risk and reward.• Measures of risk and methods of examining and regulating risk exposures.

Entrepreneurship and ResilienceEntrepreneurs are characterized by a set of qualities known as resilience. These qualities play an especially large role in the early stages of developing an enterprise. Risk resilience is an extremely valuable characteristic as it is believed to protect entrepreneurs against the threat of challenges and changes in the business environment.

What is Entrepreneurial Resilience?

Resilience is used to describe individuals who have the ability to overcome setbacks related to their life and career aspirations. A resilient person is someone who is capable of easily and quickly recovering from setbacks. For the entrepreneur, resilience is a critical trait.

Entrepreneurial resilience can be enhanced in the following ways:

• By developing a professional network of coaches and mentors

• By accepting that change is a part of life

• By viewing obstacles as something that can be overcome

Characteristics of a Resilient Entrepreneur

The characteristics required to make an entrepreneur resilient enough to go the whole way in their business enterprise are:

• A strong internal sense of control• Ability to diversify and expand• Strong social connections• Survivor attitude

• Skill to learn from setbacks• Cash-flow conscious habits• Ability to look at the bigger picture• Attention to detail

Tips• Cultivate a great network of clients, suppliers, peers, friends and family. This will not only help you promote your business, but will also help you learn, identify new opportunities and stay tuned to changes in the market.• Don’t dwell on setbacks. Focus on what the you need to do next to get moving again. • While you should try and curtail expenses, ensure that it is not at the cost of your growth.

Failures in EntrepreneurshipShyam is a famous entrepreneur, known for his success story. But what most people don’t know, is that Shyam failed numerous times before his enterprise became a success. Read his interview to get an idea of what entrepreneurship is really about, straight from an entrepreneur who has both, failed and succeeded.Interviewer: Shyam, I have heard that entrepreneurs are great risk-takers who are never afraid of failing. Is this true?Shyam: Ha ha, no of course it’s not true! Most people believe that entrepreneurs need to be fearlessly enthusiastic. But the truth is, fear is a very normal and valid human reaction, especially when you are planning to start your own business! In fact, my biggest fear was the fear of failing. The reality is, entrepreneurs fail as much as they succeed. The trick is to not allow the fear of failing to stop you from going ahead with your plans. Remember, failures are lessons for future success!

9.5.8 Success & Failures: Understanding Successes and

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Interviewer : What, according to you, is the reason that entrepreneurs fail?

Shyam: Well, there is no one single reason why entrepreneurs fail. An entrepreneur can fail due to

numerous reasons. You could fail because you have allowed your fear of failure to defeat you. You could

fail because you are unwilling to delegate (distribute) work. As the saying goes, “You can do anything, but

not everything!” You could fail because you gave up too easily – maybe you were not persistent enough.

You could fail because you were focusing your energy on small, insignificant tasks and ignoring the tasks

that were most important. Other reasons for failing are partnering with the wrong people, not being able

to sell your product to the right

customers at the right time at the right price… and many more reasons!

Interviewer: As an entrepreneur, how do you feel failure should be looked at?

Shyam: I believe we should all look at failure as an asset, rather than as something negative. The way I see it, if you have an idea, you should try to make it work, even if there is a chance that you will fail. That’s because not trying is failure right there, anyway! And failure is not the worst thing that can happen. I think having regrets because of not trying, and wondering ‘what if’ is far worse than trying and actually failing.

Interviewer: How did you feel when you failed for the first time?

Shyam: I was completely heartbroken! It was a very painful experience. But the good news is, you do recover from the failure. And with every subsequent failure, the recovery process gets a lot easier. That’s because you start to see each failure more as a lesson that will eventually help you succeed, rather than as an obstacle that you cannot overcome. You will start to realize that failure has many benefits.

Interviewer: Can you tell us about some of the benefits of failing?

Shyam: One of the benefits that I have experienced personally from failing is that the failure made me see things in a new light. It gave me answers that I didn’t have before. Failure can make you a lot stronger. It also helps keep your ego in control.

Interviewer: What advice would you give entrepreneurs who are about to start their own enterprises?

Shyam: I would tell them to do their research and ensure that their product is something that is actually wanted by customers. I’d tell them to pick their partners and employees very wisely and cautiously. I’d tell them that it’s very important to be aggressive – push and market your product as aggressively as possible. I would warn them that starting an enterprise is veryexpensive and that they should be prepared for a situation where they run out of money.I would tell them to create long term goals and put a plan in action to achieve that goal. I would tell them to build a product that is truly unique. Be very careful and ensure that you are not

copying another startup. Lastly, I’d tell them that it’s very important that they find the right investors.

Interviewer: That’s some really helpful advice, Shyam! I’m sure this will help all entrepreneurs

to be more prepared before they begin their journey! Thank you for all your insight!

• Remember that nothing is impossible.

• Identify your mission and your purpose before you start.

• Plan your next steps – don’t make decisions hastily.

Tips


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Unit 9.6: Preparing to be an Entrepreneur

Market research is the process of gathering, analyzing and interpreting market information on a product or service that is being sold in that market. It also includes information on:• Past, present and prospective customers • Customer characteristics and spending habits • The location and needs of the target market • The overall industry • Relevant competitors

Market research involves two types of data:• Primary information. This is research collected by yourself or by someone hired by you. • Secondary information. This is research that already exists and is out there for you to find and use.

Primary researchPrimary research can be of two types:• Exploratory: This is open-ended and usually involves detailed, unstructured interviews. • Specific: This is precise and involves structured, formal interviews. Conducting specific research is the more expensive than conducting exploratory research.


1. Discuss how market research is carried out

2. Describe the 4 Ps of marketing

3. Discuss the importance of idea generation

4. Recall basic business terminology

5. Discuss the need for CRM

6. Discuss the benefits of CRM

7. Discuss the need for networking

8. Discuss the benefits of networking

9. Discuss the importance of setting goals

10. Differentiate between short-term, medium-term and long-term goals

11. Discuss how to write a business plan

12. Explain the financial planning process

13. Discuss ways to manage your risk

14. Describe the procedure and formalities for applying for bank finance

15. Discuss how to manage your own enterprise

16. List important questions that every entrepreneur should ask before starting an enterprise

Importance of an IDEA: Understanding Market Research

9.6.1 Market Study / The 4 Ps of Marketing /


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Secondary research

Secondary research uses outside information. Some common secondary sources are:• Public sources: These are usually free and have a lot of good information. Examples are

government departments, business departments of public libraries etc.• Commercial sources: These offer valuable information but usually require a fee to be paid.

Examples are research and trade associations, banks and other financial institutions etc.• Educational institutions: These offer a wealth of information. Examples are colleges, universities,

technical institutes etc.

The 4 Ps of MarketingThe 4 Ps of marketing are Product, Price, Promotion and Place. Let’s look at each of these 4 Ps in detail.

ProductA product can be: • A tangible good • An intangible serviceWhatever your product is, it is critical that you have a clear understanding of what you are offering, and what its unique characteristics are, before you begin with the marketing process.Some questions to ask yourself are:

• What does the customer want from the product/service?

• What needs does it satisfy?• Are there any more features that can be

added?• Does it have any expensive and

unnecessary features?

• How will customers use it?• What should it be called?• How is it different from similar products?• How much will it cost to produce?• Can it be sold at a profit?

Price

Promotion

Once all the elements of Product have been established, the Price factor needs to be considered. The Price of a Product will depend on several factors such as profit margins, supply, demand and the marketing strategy.Some questions to ask yourself are:

• What is the value of the product/service to customers?

• Do local products/services have established price points?

• Is the customer price sensitive? • Should discounts be offered?• How is your price compared to that of

your competitors?

Once you are certain about your Product and your Price, the next step is to look at ways to promote it. Some key elements of promotion are advertising, public relations, social media marketing, email marketing, search engine marketing, video marketing and more.Some questions to ask yourself are:

• Where should you promote your product or service?

• What is the best medium to use to reach your target audience?

• When would be the best time to promote your product?

• How are your competitors promoting their products?

PlaceAccording to most marketers, the basis of marketing is about offering the right product, at the right price, at the right place, at the right time. For this reason, selecting the best possible location is critical for converting prospective clients into actual clients.


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Some questions to ask yourself are:

• Will your product or service be looked for in a physical store, online or both?

• What should you do to access the most appropriate distribution channels?

• Will you require a sales force?

• Where are your competitors offering their products or services?

• Should you follow in your competitors’ footsteps?

• Should you do something different from your competitors?

Importance of an IDEASome questions to ask yourself are:Ideas are the foundation of progress. An idea can be small or ground-breaking, easy to accomplish or extremely complicated to implement. Whatever the case, the fact that it is an idea gives it merit. Without ideas, nothing is possible. Most people are afraid to speak out their ideas, out for fear of being ridiculed. However, if are an entrepreneur and want to remain competitive and innovative, you need to bring your ideas out into the light.Some ways to do this are by:

• Establishing a culture of brainstorming where you invite all interested parties to contribute• Discussing ideas out loud so that people can add their ideas, views, opinions to them• Being open minded and not limiting your ideas, even if the idea who have seems ridiculous• Not discarding ideas that you don’t work on immediately, but instead making a note of them and shelving them so they can be revisited at a later date

If your aim is to start and run a business, it is crucial that you have a good understanding of basic business terms. Every entrepreneur should be well versed in the following terms:• Accounting: A systematic method of recording and reporting financial transactions.• Accounts payable: Money owed by a company to its creditors.• Accounts Receivable: The amount a company is owed by its clients. • Assets: The value of everything a company owns and uses to conduct its business.• Balance Sheet: A snapshot of a company’s assets, liabilities and owner’s equity at a given moment.• Bottom Line: The total amount a business has earned or lost at the end of a month.• Business: An organization that operates with the aim of making a profit.• Business to Business (B2B): A business that sells goods or services to another business.• Business to Consumer (B2C): A business that sells goods or services directly to the end user.• Capital: The money a business has in its accounts, assets and investments. The two main

types of capital are debt and equity. • Cash Flow: The overall movement of funds through a business each month, including income

and expenses.• Cash Flow Statement: A statement showing the money that entered and exited a business

during a specific period of time. • Contract: A formal agreement to do work for pay.

9.6.2 Business Entity Concepts: Basic Business Terminology

Tips !

Ÿ Keep in mind that good ideas do not always have to be unique.

Ÿ Remember that timing plays a huge role in determining the success of your idea.

Ÿ Situations and circumstances will always change, so be flexible and adapt your idea accordingly.


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• Contract: A formal agreement to do work for pay.• Depreciation: The degrading value of an asset over time.• Expense: The costs that a business incurs through its operations.• Finance: The management and allocation of money and other assets.• Financial Report: A comprehensive account of a business’ transactions and expenses.• Fixed Cost: A one-time expense.• Income Statement (Profit and Loss Statement): Shows the profitability of a business during a period of time.• Liabilities: The value of what a business owes to someone else.• Marketing: The process of promoting, selling and distributing a product or service.• Net Income/Profit: Revenues minus expenses.• Net Worth: The total value of a business.• Payback Period: The amount of time it takes to recover the initial investment of a business.• Profit Margin: The ratio of profit, divided by revenue, displayed as a percentage.• Return on Investment (ROI): The amount of money a business gets as return from an investment.• Revenue: The total amount of income before expenses are subtracted.• Sales Prospect: A potential customer.• Supplier: A provider of supplies to a business.• Target Market: A specific group of customers at which a company's products and services are aimed.• Valuation: An estimate of the overall worth of the business.• Variable Cost: Expenses that change in proportion to the activity of a business.• Working Capital: Calculated as current assets minus current liabilities.• Business Transactions: There are three types of business transactions. These are:

¡ Simple Transactions – Usually a single transaction between a vendor and a customer. For example: Buying a cup of coffee.

¡ Complex Transactions – These transactions go through a number of events before they can be completed. For example: Buying a house.

¡ Ongoing transactions – These transactions usually require a contract. For example: Contract with a vendor.

Basic Accounting Formulas

Take a look some important accounting formulas that every entrepreneur needs to know.

1. The Accounting Equation: This is value of everything a company owns and uses to conduct its business.

Formula: Assets = Liability + Owner's Equity

2. Net Income: This is the profit of the company.

Formula: Net Income = Revenues – Expenses

3. Break-Even Point: This is the point at which the company will not make a profit or a loss. The total

cost and total revenues are equal.

Formula: Break-Even = Fixed Costs/Sales Price – Variable Cost per Unit

4. Cash Ratio: This tells us about the liquidity of a company.

Formula: Cash Ratio = Cash/Current Liabilities

5. Profit Margin: This is shown as a percentage. It shows what percentage of sales are left over after all the expenses are paid by the business.

Formula: Profit Margin = Net Income/Sales

6. Debt-to-Equity Ratio: This ratio shows how much equity and debt a company is using to finance its assets, and whether the shareholder equity can fulfill obligations to creditors if the business starts making a loss.

Formula: Debt-to-Equity Ratio = Total Liabilities/Total Equity


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9.6.3 CRM & Networking: What is CRM?

The Need for CRM

CRM stands for Customer Relationship Management. Originally the expression Customer Relationship Management meant managing one’s relationship with customers. However, today it refers to IT systems and software designed to help companies manage their relationships.

The better a company can manage its relationships with its customers, the higher the chances of the company’s success. For any entrepreneur, the ability to successfully retain existing customers and expand the enterprise is paramount. This is why IT systems that focus on addressing the problems of dealing with customers on a daily basis are becoming more and more in demand.Customer needs change over time, and technology can make it easier to understand what customers really want. This insight helps companies to be more responsive to the needs of their customers. It enables them to modify their business operations when required, so that their customers are always served in the best manner possible. Simply put, CRM helps companies recognize the value of their clients and enables them to capitalize on improved customer relations.

Benefits of CRMCRM has a number of important benefits:• It helps improve relations with existing customers which can lead to:

¡ Increased sales¡ Identification of customer needs¡ Cross-selling of products

• It results in better marketing of one’s products or services

7. Cost of Goods Sold: This is the total of all costs used to create a product or service, which has been sold. Formula: Cost of Goods Sold = Cost of Materials/Inventory – Cost of Outputs8. Return on Investment (ROI): This is usually shown as a percentage. It calculates the profits of an investment as a percentage of the original cost. Formula: ROI = Net Profit/Total Investment * 1009. Simple Interest: This is money you can earn by initially investing some money (the principal). Formula: A = P(1 + rt); R = r * 100 Where: A = Total Accrued Amount (principal + interest) P = Principal Amount I = Interest Amount r = Rate of Interest per year in decimal; r = R/100 t = Time Period involved in months or years

10. Annual Compound Interest: The calculates the addition of interest to the principal sum of a loan or deposit.

Formula: A = P (1 + r/n) ^ nt: Where: A = the future value of the investment/loan, including interest P = the principal investment amount (the initial deposit or loan amount) r = the annual interest rate (decimal) n = the number of times that interest is compounded per year t = the number of years the money is invested or borrowed for


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• It results in better marketing of one’s products or services • It enhances customer satisfaction and retention• It improves profitability by identifying and focusing on the most profitable customers

What is Networking?In business, networking means leveraging your business and personal connections in order to bring in a regular supply of new business. This marketing method is effective as well as low cost. It is a great way to develop sales opportunities and contacts. Networking can be based on referrals and introductions, or can take place via phone, email, and social and business networking websites.

The Need for NetworkingNetworking is an essential personal skill for business people, but it is even more important for entrepreneurs. The process of networking has its roots in relationship building. Networking results in greater communication and a stronger presence in the entrepreneurial ecosystem. This helps build strong relationships with other entrepreneurs.Business networking events held across the globe play a huge role in connecting like-minded entrepreneurs who share the same fundamental beliefs in communication, exchanging ideas and converting ideas into realities. Such networking events also play a crucial role in connecting entrepreneurs with potential investors. Entrepreneurs may have vastly different experiences and backgrounds but they all have a common goal in mind – they all seek connection, inspiration, advice, opportunities and mentors. Networking offers them a platform to do just that.

Benefits of NetworkingNetworking offers numerous benefits for entrepreneurs. Some of the major benefits are:

• Getting high quality leads • Increased business opportunities • Good source of relevant connections • Advice from like-minded entrepreneurs • Gaining visibility and raising your profile

• Meeting positive and enthusiastic people • Increased self-confidence • Satisfaction from helping others • Building strong and lasting friendships

Setting goals is important because it gives you long-term vision and short-term motivation. Goals can be short term, medium term and long term.

Short-Term Goals • These are specific goals for the immediate future.Example: Repairing a machine that has failed.

Medium-Term Goals • These goals are built on your short term goals. • They do not need to be as specific as your short term goals.Example: Arranging for a service contract to ensure that your machines don’t fail again.

Long-Term GoalsThese goals require time and planning.They usually take a year or more to achieve.Example: Planning your expenses so you can buy new machinery

9.6.4 Business Plan: Why Set Goals?

Tips !

Ÿ Use social media interactions to identify needs and gather feedback.

Ÿ When networking, ask open-ended questions rather than yes/no type questions.


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Why Create a Business Plan?A business plan is a tool for understanding how your business is put together. It can be used to monitor progress, foster accountable and control the fate of the business. It usually offers a 3-5 year projection and outlines the plan that the company intends to follow to grow its revenues. A business plan is also a very important tool for getting the interest of key employees or future investors. A business plan typically comprises of eight elements.

Executive SummaryThe executive summary follows the title page. The summary should clearly state your desires as the business owner in a short and businesslike way. It is an overview of your business and your plans. Ideally this should not be more than 1-2 pages.Your Executive Summary should include:• The Mission Statement: Explain what your business is all about. Example: Nike’s Mission StatementNike’s mission statement is “To bring inspiration and innovation to every athlete in the world.”• Company Information: Provide information like when your business was formed, the names

and roles of the founders, the number of employees, your business location(s) etc.• Growth Highlights: Mention examples of company growth. Use graphs and charts where possible.• Your Products/Services: Describe the products or services provided.• Financial Information: Provide details on current bank and investors.• Summarize future plans: Describe where you see your business in the future.

Business DescriptionThe second section of your business plan needs to provide a detailed review of the different elements of your business. This will help potential investors to correctly understand your business goal and the uniqueness of your offering.Your Business Description should include:• A description of the nature of your business• The market needs that you are aiming to satisfy• The ways in which your products and services meet these needs• The specific consumers and organizations that you intend to serve• Your specific competitive advantages

Market AnalysisThe market analysis section usually follows the business description. The aim of this section is to showcase your industry and market knowledge. This is also the section where you should lay down your research findings and conclusions.Your Market Analysis should include:

• Your industry description and outlook • Information on your target market • The needs and demographics of your

target audience• The size of your target market

• The amount of market share you want to capture

• Your pricing structure• Your competitive analysis• Any regulatory requirements

Organization & ManagementThis section should come immediately after the Market Analysis.Your Organization & Management section should include:

Elements of a Business Plan


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• Your company’s organizational structure• Details of your company’s ownership • Details of your management team• Qualifications of your board of directors• Detailed descriptions of each

division/department and its function

• The salary and benefits package that you offer your people

• The incentives that you offer

Service or Product LineThe next section is the service or product line section. This is where you describe your service or product, and stress on their benefits to potential and current customers. Explain in detail why your product of choice will fulfill the needs of your target audience.Your Service or Product Line section should include:• A description of your product/service• A description of your product or service’s life cycle• A list of any copyright or patent filings• A description of any R&D activities that you are involved in or planningMarketing & SalesOnce the Service or Product Line section of your plan has been completed, you should start on the description of the marketing and sales management strategy for your business.Your Marketing section should include the following strategies:• This strategy focuses on selling your existing products or services in Market penetration strategy: existing markets, in order to increase your market share.• This strategy focuses on increasing the amount of market share, even if it Growth strategy: reduces earnings in the short-term. • These can be wholesalers, retailers, distributers and even the Channels of distribution strategy: internet.• These can be written strategies (e-mail, text, chat), oral strategies Communication strategy: (phone calls, video chats, face-to-face conversations), non-verbal strategies (body language, facial expressions, tone of voice) and visual strategies (signs, webpages, illustrations).

Your Sales section should include the following information:

• This strategy focuses on increasing the revenue of the enterprise.A salesforce strategy:• This means detailing out how you intend to sell your A breakdown of your sales activities: products or services – will you sell it offline or online, how many units do you intend to sell, what price do you plan to sell each unit at, etc.

Funding RequestThis section is specifically for those who require funding for their venture.The Funding Request section should include the following information:• How much funding you currently require. • How much funding you will require over the next five years. This will depend on your long-term goals.• The type of funding you want and how you plan to use it. Do you want funding that can be used only for a specific purpose, or funding that can be used for any kind of requirement?• Strategic plans for the future. This will involve detailing out your long-term plans – what these plans are and how much money you will require to put these plans in motions.• Historical and prospective financial information. This can be done by creating and maintaining all your financial records, right from the moment your enterprise started, to the present day. Documents required for this are your balance sheet which contains details of your company’s assets and liabilities, your income statement which lists your company’s revenues, expenses and net income for the year, your tax returns (usually for the last three years) and your cash flow budget which lists the cash that came in, the cash that went out and states whether you had a cash deficit (negative balance) or surplus (positive balance) at the end of each month.


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Before you begin building your enterprise, you need to plan your finances. Take a look at the steps for financial planning:Step 1: Create a financial plan. This should include your goals, strategies and timelines for accomplishing these goals.

Financial Planning

Step 2: Organize all your important financial documents. Maintain a file to hold your investment details, bank statements, tax papers, credit card bills, insurance papers and any other financial records.

Step 3: Calculate your net worth. This means figure out what you own (assets like your house, bank accounts, investments etc.), and then subtract what you owe (liabilities like loans, pending credit card amounts etc.) the amount you are left with is your net worth.

Step 4: Make a spending plan. This means write down in detail where your money will come from, and where it will go.

Step 5: Build an emergency fund. A good emergency fund contains enough money to cover at least 6 months’ worth of expenses.

Step 6: Set up your insurance. Insurance provides long term financial security and protects you against risk.

Risk ManagementAs an entrepreneur, it is critical that you evaluate the risks involved with the type of enterprise that you want to start, before you begin setting up your company. Once you have identified potential risks, you can take steps to reduce them. Some ways to manage risks are:• Research similar business and find out about their risks and how they were minimized. • Evaluate current market trends and find out if similar products or services that launched a while

ago are still being well received by the public.• Think about whether you really have the required expertise to launch your product or service.• Examine your finances and see if you have enough income to start your enterprise. • Be aware of the current state of the economy, consider how the economy may change over time,

and think about how your enterprise will be affected by any of those changes.• Create a detailed business plan.

9.6.5 Procedure and Formalities for Bank Finance: The Need for Bank FinanceFor entrepreneurs, one of the most difficult challenges faced involves securing funds for startups. With numerous funding options available, entrepreneurs need to take a close look at which funding methodology works best for them. In India, banks are one of the largest funders of startups, offering funding to thousands of startups every year.

Tips !

Ÿ Ensure all the important elements are covered in your plan.

Ÿ Scrutinize the numbers thoroughly.

Ÿ Be concise and realistic.

Ÿ Be conservative in your approach and your projections.

Ÿ Use visuals like charts, graphs and images wherever possible.


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What Information Should Entrepreneurs Offer Banks for Funding?When approaching a bank, entrepreneurs must have a clear idea of the different criteria that banks use to screen, rate and process loan applications. Entrepreneurs must also be aware of the importance of providing banks with accurate and correct information. It is now easier than ever for financial institutions to track any default behaviour of loan applicants. Entrepreneurs looking for funding from banks must provide banks with information relating to their general credentials, financial situation and guarantees or collaterals that can be offered.

General CredentialsThis is where you, as an entrepreneur, provide the bank with background information on yourself. Such information includes:• Letter(s) of Introduction: This letter should be written by a respected business person who

knows you well enough to introduce you. The aim of this letter is set across your achievements and vouch for your character and integrity.

• Your Profile: This is basically your resume. You need to give the bank a good idea of your educational achievements, professional training, qualifications, employment record and achievements.

• Business Brochure: A business brochure typically provides information on company products, clients, how long the business has been running for etc.

• Bank and Other References: If you have an account with another bank, providing those bank references is a good idea.

• Proof of Company Ownership or Registration: In some cases, you may need to provide the bank with proof of company ownership and registration. A list of assets and liabilities may also be required.

Financial SituationBanks will expect current financial information on your enterprise. The standard financial reports you should be prepared with are:• Balance Sheet • Profit-and-Loss Account • Cash-Flow Statement • Projected Sales and Revenues • Business Plan • Feasibility Study Guarantees or CollateralsUsually banks will refuse to grant you a loan without security. You can offer assets which the bank can seize and sell off if you do not repay the loan. Fixed assets like machinery, equipment, vehicles etc. are also considered to be security for loans.

The Lending Criteria of BanksYour request for funding will have a higher chance of success if you can satisfy the following lending criteria:• Good cash flow • Adequate shareholders’ funds • Adequate security • Experience in business • Good reputation

To apply for funding the following procedure will need to be followed.1. Submit your application form and all other required documents to the bank.2. The bank will carefully assess your credit worthiness and assign ratings by analyzing your business information with respect to parameters like management, financial, operational and industry information as well as past loan performance.3. The bank will make a decision as to whether or not you should be given funding.

The Procedure


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Tips !

How to Manage Your Enterprise?9.6.6 Enterprise Management - An Overview:

To manage your enterprise effectively you need to look at many different aspects, right from managing the day-to-day activities to figuring out how to handle a large scale event. Let’s take a look at some simple steps to manage your company effectively.

Step 1: Use your leadership skills and ask for advice when required.Let’s take the example of Ramu, an entrepreneur who has recently started his own enterprise. Ramu has good leadership skills – he is honest, communicates well, knows how to delegate work etc. These leadership skills definitely help Ramu in the management of his enterprise. However, sometimes Ramu comes across situations that he is unsure how to handle. What should Ramu do in this case? One solution is for him to find a more experienced manager who is willing to mentor him. Another solution is for Ramu to use his networking skills so that he can connect with managers from other organizations, who can give him advice on how to handle such situations.

Step 2: Divide your work amongst others – realize that you cannot handle everything yourself. Even the most skilled manager in the world will not be able to manage every single task that an enterprise will demand of him. A smart manager needs to realize that the key to managing his enterprise lies in his dividing all his work between those around him. This is known as delegation. However, delegating is not enough. A manager must delegate effectively if he wants to see results. This is important because delegating, when done incorrectly, can result in you creating even more work for yourself. To delegate effectively, you can start by making two lists. One list should contain the things that you know you need to handle yourself. The second list should contain the things that you are confident can be given to others to manage and handle. Besides incorrect delegation, another issue that may arise is over-delegation. This means giving away too many of your tasks to others. The problem with this is, the more tasks you delegate, the more time you will spend tracking and monitoring the work progress of those you have handed the tasks to. This will leave you with very little time to finish your own work.

Step 3: Hire the right people for the job.Hiring the right people goes a long way towards effectively managing your enterprise. To hire the best people suited for the job, you need to be very careful with your interview process. You should ask potential candidates the right questions and evaluate their answers carefully. Carrying out background checks is always a good practice. Running a credit check is also a good idea, especially if the people you are planning to hire will be handling your money. Create a detailed job description for each role that you want filled and ensure that all candidates have a clear and correct understanding of the job description. You should also have an employee manual in place, where youput down every expectation that you have from your employees. All these actions will help ensure that the right people are approached for running your enterprise.

Ÿ Get advice on funding options from experienced bankers.

Ÿ Be cautious and avoid borrowing more than you need, for longer than you need, at an interest rate that is higher than you are comfortable with.


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Step 4: Motivate your employees and train them well.Your enterprise can only be managed effectively if your employees are motivated to work hard for your enterprise. Part of being motivated involves your employees believing in the vision and mission of your enterprise and genuinely wanting to make efforts towards pursuing the same. You can motivate your employees with recognition, bonuses and rewards for achievements. You can also motivate them by telling them about how their efforts have led to the company’s success. This will help them feel pride and give them a sense of responsibility that will increase their motivation.Besides motivating your people, your employees should be constantly trained in new practices and technologies. Remember, training is not a one-time effort. It is a consistent effort that needs to be carried out regularly.

Step 5: Train your people to handle your customers well.Your employees need to be well-versed in the art of customer management. This means they should be able to understand what their customers want, and also know how to satisfy their needs. For them to truly understand this, they need to see how you deal effectively with customers. This is called leading by example. Show them how you sincerely listen to your clients and the efforts that you put into understand their requirements. Let them listen to the type of questions that you ask your clients so they understand which questions are appropriate.

Step 6: Market your enterprise effectively. Use all your skills and the skills of your employees to market your enterprise in an effective manner. You can also hire a marketing agency if you feel you need help in this area. Now that you know what is required to run your enterprise effectively, put these steps into play, and see how much easier managing your enterprise becomes!

1. Why am I starting a business? 2. What problem am I solving? 3. Have others attempted to solve this problem

before? Did they succeed or fail? 4. Do I have a mentor or industry expert that I

can call on? 5. Who is my ideal customer? 6. Who are my competitors? 7. What makes my business idea different from

other business ideas?8. What are the key features of my product or

service?9. Have I done a SWOT analysis? 10. What is the size of the market that will buy

my product or service?

11. What would it take to build a minimum viable product to test the market?

12. How much money do I need to get started?13. Will I need to get a loan?14. How soon will my products or services be

available?15. When will I break even or make a profit? 16. How will those who invest in my idea make a

profit? 17. How should I set up the legal structure of my

business?18. What taxes will I need to pay?19. What kind of insurance will I need?20. Have I reached out to potential customers for

feedback?

9.6.7. 20 Questions to Ask Yourself Before Considering

Entrepreneurship

Tips !Tips !

Ÿ Get advice on funding options from experienced bankers.

Ÿ Be cautious and avoid borrowing more than you need, for longer than you need, at an interest rate that is higher than you are comfortable with.


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• It is very important to validate your business ideas before you invest significant time, money and resources into it.

• The more questions you ask yourself, the more prepared you will be to handle to highs and lows of starting an enterprise.

Footnotes:

1. A mentor is a trusted and experienced person who is willing to coach and guide you.

2. A customer is someone who buys goods and/or services.

3. A competitor is a person or company that sells products and/or services similar to your products and/or services.

4. SWOT stands for Strengths, Weaknesses, Opportunities and Threats. To conduct a SWOT analysis of your company, you need to list down all the strengths and weaknesses of your company, the opportunities that are present for your company and the threats faced by your company.

5. A minimum viable product is a product that has the fewest possible features, that can be sold to customers, for the purpose of getting feedback from customers on the product.

6. A company is said to break even when the profits of the company are equal to the costs.

7. The legal structure could be a sole proprietorship, partnership or limited liability partnership.

8. There are two types of taxes – direct taxes payable by a person or a company, or indirect taxes charged on goods and/or services.

9. There are two types of insurance – life insurance and general insurance. Life insurance overs human life while general insurance covers assets like animals, goods, cars etc

Tips !Tips !


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