Sanjana's Books

When we are in the service of giving or providing for others, I think what is most important is that we ensure that the person we are serving is content and satisfied with our facilities. While the customer may not always be right, it is necessary that we understand where he/she is coming from and give them the space to discuss their issues and concerns, comfortably.   If I were to ever face an angry and dissatisfied customer, the first thing I would do is maintain the right mindset. It is essential that I keep a calm tone, address them appropriately and not take their words to heart. As a representative of my organisation, I must know that they are having issues with our service or product and not with me personally. This distinction will ensure that I don’t bring my own emotions in the middle of the conflict and that I am able to think rationally and pragmatically throughout the conversation.   Secondly, I would give them a judge-free zone to iterate their troubles a...

  According to me, diversity refers to the plethora of backgrounds and experiences that people bring to an institution. These experiences can manifest in the form of aspects such as different ethnicities, races, economic and social strata, genders, experience in the work field, education levels, marital status, military service, political affiliation, personalities, skillsets, strengths and weaknesses, demeanours, etc. Each person brings their own ‘diverse’ set of elements across these various aspects which gives rise to varying opinions, emphasis on varied facets during discussions, consideration of different perspectives, etc. Moreover, diversion ensures that the fortes of one participant may make up for the flaws of another and vice versa. These differences are in fact what help make the institution well-rounded. The services and products of a well-rounded institution can, in turn, appeal and attract a larger audience, which is profitable for the institution as well, whether it ...

So I was reading this book titled - "I Hear You: The Surprisingly Simple Skill behind Extraordinary Relationships" by Michael Sorensen. It's a wonderful book. Very short read - perhaps an hour or so. One that ever person who has trouble with communication in relationships should definitely read.  Validation. That's what the author talks about throughout the book. Humans have this inherent desire to be heard and not just listened to. And yes, there is a difference. Even dogs and cats and other animals and pets can listen to you. They can listen to the wavelength, pitch, frequency of the sound your voice makes, and if I were to go a step further - maybe they can even gauge your mood.  Hearing someone, on the other hand, means that you put yourself in their shoes, and understand the situation. You may not necessarily agree, but you comprehend why they feel a certain way and you use your words to emphasise this. The first step is to understand their emotion, match their e...