Employability Skills for Persons

with Disabilities
for Locomotor Disabilities, Visually Impaired
and Hearing Impaired

Student Workbook

Total : 70 Hours
2
Employability Skills
Student Workbook
Acknowledgments 04

Welcome Page 07

Content Index 08

How To Use This Student Workbook 12

Why Do You Need Employability Skills? 14

Best Wishes to the 21st Century Learner 16

3
Acknowledgements
We are grateful to the curriculum and learning experience design teams and consultants at Quest Alliance
for spearheading the creation of this curriculum, conceptualizing and developing content for the
workbooks, building assessment framework and review processes with all the contributors.

We thank the team at the National Skills Development Corporation (NSDC) for their invaluable contribution
to the whole process, including curriculum framework, the review and coordination process and support in
adapting the curriculum to various short-term training courses for skilling programs run by MSDE.

We are thankful to the Directorate General of Training for their partnership and support on the curriculum,
and the roll-out of a comprehensive assessment for this new Employability Skills curriculum.

We appreciate the support provided by the National Instructional Media Institute (NIMI) for reviewing the
assessment frameworks and content. We also thank the National Institute for Entrepreneurship and Small
Business Development (NIESBUD) for reviewing the entrepreneurship module in the curriculum.

We value the support from TATA Strive on supporting the content review process as well as supporting the
user testing to validate the approach and simplicity of the books.

We would like to express our gratitude to the Hon'ble Secretary, Ministry of Skills Development and
Entrepreneurship (MSDE), Government of India, for his vision and leadership in revamping the
Employability Skills curriculum to support young learners in the country.

This new Employability Skills curriculum is created with support from the Future Right Skills Network,
anchored by Accenture, Cisco, J.P. Morgan and Quest Alliance.

Content Development Leads

• Sushmitha Sridhara, Quest Alliance
• Ankita Dhyani, Quest Alliance
• Bindia Ballalsamudra Vishvanath, Quest Alliance
• Sulab Kumar, Quest Alliance

Content Creation & Development Team

• Jahnavi Nannapaneni, Quest Alliance
• Azmat Minhaz, Quest Alliance
• Nanditha Menon, Consultant (QA)
• Ranjith Kumar, Consultant (QA)
• Shivani Sharma, Consultant (QA)
• Auxohub, QA Consultant (QA)

Editorial / Review / Assessment

• Neena Bhathena, Consultant (QA)
• Lenin Joel, Quest Alliance
• Pranjal Mishra, Quest Alliance
• Alphia Anita A, Quest Alliance
• Rubini Raghunathan, Quest Alliance
• Prachi Singh Bais, Quest Alliance
• Niharika Bhayana Khatri, National Skill Development Corporation (NSDC)
• Elizabeth David, National Skill Development Corporation (NSDC)
• Lokpal, National Skill Development Corporation (NSDC)

4
Workbook design / Cover design / Illustrations
• Ladyfingers Co., Consultant (QA)
• Vinay Kiran MS, Consultant (QA)
• Mohammed Sajjad, Quest Alliance

User Testing Team

• Priyanka D'souza, TATA Strive
• Lalit Sharma, TATA Strive
• Jaya Verma, Consultant (QA)

Conceptualisation, Curriculum & Assessment Framework & Co-ordination

• Preeti Arora, National Skill Development Corporation (NSDC)
• R P Dhingra, National Skill Development Corporation (NSDC)
• Dr. Jayaprakasan, Directorate General of Training (DGT)
• Bharti Sawhney, Directorate General of Training (DGT)
• Dr. Poonam Sinha, National Institute for Entrepreneurship and Small Business Development
(NIESBUD)
• Kotresh HB, Quest Alliance
• Nikita Bengani, Quest Alliance
• Senthil Kumar, Quest Alliance
• N Nath, National Instructional Media Institute (NIMI)

Supporters
Future Right Skills Network - Accenture | Cisco | J.P. Morgan | Quest Alliance

Employability For Persons with Disabilities

We would like to express our gratitude to Shri Rajesh Aggarwal, Secretary, Department of Empowerment
of Persons with Disabilities (Divyangjan) (DEPwD) for the initiative to make the Employability Skills manual
specific for persons with disabilities. We also acknowledge and appreciate the efforts of EnAble India to
execute this initiative. We also acknowledge the inputs provided by Skill Council For Persons with
Disabilities in this endeavour

Conceptualisation / Content Development leads/Review and Coordination:

• Shri Kishore B Surwade, DDG (DEPwD)
• Shri Sunil Kumar Mahto, DS (DEPwD)
• Shanti Raghavan (EnAble India)
• Shibu T Luke (EnAble India)
• Gayatri Gulvady (EnAble India)
• Dadhich Indrodia (DEPwD)
• Maitrayee Puranik (DEPwD)
• Dr. Niharika Nigam (SCPwD)
• Nanditha Ravindar (Auxo Hub)
• Yashasvini Rajeshwar (Auxo Hub)

Content Creation:
• Anisha Grace Jose (EnAble India)
• Jyoti Achari (EnAble India)
• Madhavi Leburu (EnAble India)
• Narendra V G (EnAble India)
• Priti Lobo (EnAble India)
• Reena Kuttan (EnAble India)
• Roopa Reddy (EnAble India)
• Sujatha Vijayanand (Consultant)

5
Workbook Cover Design / Illustrations (PWD Specific)
• Lohith Nagaraj (Moralbrat)

Request for feedback

How do you like this Student Workbook?
What was your experience of reading it?
How can we improve this Student Workbook?

Your views and opinions are very important to us. Please share your valuable
feedback.

Please write to:

[email protected]
[email protected]
[email protected]
[email protected]

6
Welcome Page
Dear Learner,

Welcome to the Employability Skills Student Workbook.

This workbook has been designed to help you understand:

1. What are Employability Skills?
2. How to learn Employability Skills.
3. How to use these skills to excel in the world of work.

In this book, you will learn many new and interesting topics which will help you get ready for
employment. You will build knowledge and skills for developing your career path. The concepts are
explained in simple language, along with examples and activities.

Use this workbook as a guide and a reflection journal, to share your thoughts and ideas. Remember, this
book can help you become a self-learner and make you ready for your career!

All the best.

Happy learning!

Hello! How are you?

Hello! Good morning.

7
Content Index
Introduction to No. of Hours Page No.

Employability Skills 3 Hrs 18 - 32

MODULE 1

1.1 Importance of Employability Skills

1.2 Learning Employability Skills Online
1.3 Explore the Future of Work

Constitutional Values: Citizenship No. of Hours Page No.

2.1 Our Constitution: Guiding Principles 2 Hrs 33 - 42

MODULE 2

2.2 Protecting Our Environment

Becoming a Professional No. of Hours Page No.

in the 21st Century 3 Hrs 43 - 57

MODULE 3

3.1 21st Century Employability Skills

3.2 Know Yourself
3.3 Critical Thinking and Decision-Making

Basic English Skills No. of Hours Page No.

4.1 Motivation to Learn English 10 Hrs 58 - 95

4.2 Describing Words, Objects, Surroundings and Processes
4.3 Listening – Being Attentive During Communication
MODULE 4

4.4 Asking and Responding to Questions

4.5 Conveying Information to Others
4.6 Kinds of Sentences: Introduction
4.7 Introduction to Punctuation
4.8 Writing Simple Sentences
4.9 Reading and Understanding Job Descriptions
4.10 Writing Applications and Cover Letters

8
Content Index
Communication Skills No. of Hours Page No.

5.1 Importance of Communication 5 Hrs 96 - 123

MODULE 5

5.2 Verbal Communication: Writing

5.3 Non-Verbal Communication
5.4 Practicing Effective Communication
5.5 Workplace Communication: Introduction

Essential Digital Skills No. of Hours Page No.

6.1 Introduction to Digital Skills 10 Hrs 124 - 184

6.2 Basics of Computers
6.3 Basics of MS Word
MODULE 6

6.4 Using Search Engines

6.5 Social Media
6.6 Internet Safety
6.7 Communication Using Email
6.8 Introduction to Mobile Applications
6.9 Using Online Meeting Tools for Interviews
6.10 Exploring Popular Sites for Learning and Career Growth

Diversity and Inclusion No. of Hours Page No.

7.1 Diversity in the Workplace 3 Hrs 185 - 201

MODULE 7

7.2 Inclusion in the Workplace

7.3 Prevention of Sexual Harassment in the - Workplace [POSH]

Financial and Legal Literacy No. of Hours Page No.

8.1 Introduction to Money Management 6 Hrs 203 - 226

MODULE 8

8.2 Basics of Banking

8.3 Online Banking and Digital Transactions
8.4 Online Payments
8.5 Savings
8.6 Legal Literacy

9
Content Index
Career Development No. of Hours Page No.

and Goal-Setting 5 Hrs 227 - 252

MODULE 9

9.1 Introduction to the World of Work

9.2 My Interests and Abilities
9.3 Building My Career Pathway
9.4 Job Market Research
9.5 Goal Setting for Your Career

Customer Service No. of Hours Page No.

10.1 Customer Service and Relationship Building 5 Hrs 253- 270

MODULE 10

10.2 Types of Customers

10.3 Probing to Identify Customer Needs
10.4 Simple Techniques for Communicating with Customers
10.5 Closing Sales and Customer Feedback

Getting Ready for Apprenticeships No. of Hours Page No.

and Jobs 10 Hrs 271 - 310

11.1 Personal Grooming and Hygiene
11.2 Building My Resume
11.3 Preparing For An Interview
MODULE 11

11.4 Decoding Interviews

11.5 Handling Rejection and Failure
11.6 Industry Visit: 1 Hour
11.7 Reflection After Industry Visit
11.8 Introduction to Platform Based Jobs
11.9 Applying For Jobs Through Online Portals
11.10 Enrolling For Apprenticeships

10
Content Index
Disability Specific Skills No. of Hours Page No.

12.1 Prepare for Livelihood Reality 5 Hrs 311 - 339

MODULE 12

12.2 Expect More From Yourself as a PWD

12.3 Be Solution Oriented
12.4 Gain Respect by Being Independent
12.5 Gain Respect and Get Included at the Workspace

Entrepreneurship No. of Hours Page No.

13.1 Introduction to Entrepreneurship 3 Hrs 340 - 354

MODULE 13

13.2 Difference Between Self-Employment & Entrepreneurship

13.3 Market Scan: Exploring the Market

11
How To Use This Student
Workbook
“If four things are followed – having a
great aim, acquiring knowledge, hard
work, and perseverance – then anything
can be achieved.”

– A.P..J. Abdul Kalam

Dear Learner,

This workbook was created keeping you in mind. It aims to support you with everything you may need to
achieve success in your life and career.

This book will help you:

1. Learn new skills:

• Become aware of new concepts.
• Develop 21st century skills.
• Discover a career mindset.

2. Reflect on your learning:

• By writing down your experiences.
• Through activities.
• By learning with your peers.

3. Share your learnings:

• Have discussions with your trainer/s.
• Explore deeper learning with your family and peers.
• Share your learnings through online platforms.

Here are some tips to learn better:

1. Every lesson has space for you to think and write. Write in your own words, using simple
English or whichever language you are comfortable with.
2. Every lesson consists of colourful images and illustrations. This is to make the lesson
interesting and will help you learn better.
3. There are peer-learning and self-learning activities in each lesson. Do make use of them to
share your learnings.
4. Each lesson has a similar structure. Refer to the sample lesson on the next page.

12
Sample lesson:

Name of the Lesson This is the name of the topic.

For example, ‘Naming Words’.

In this lesson you will learn:

1.
This explains the subtopics
2.
which needs to be covered in
the classroom session.

Thinking
‘Thinking Box’ helps you
Box
reflect or recall what you
already know about this topic.

Let’s learn about You will be introduced to a

new concept/topic here. This
is the first learning objective.

Let’s learn You will further learn about

a new concept or another
concept is introduced. This
covers the second learning
objective.
Activity
Time!
This section has interesting
classroom activities which will
help you apply what you have
learnt. Do these activities
with your peers.

What I learnt today:

Put a if you know this topic well.
This section helps you recall
1.
the key learnings from the
2.
lesson.
3.

You can learn in offline mode - through this workbook. And online mode - through digital lessons.

We hope that you will always be a 'learner' and keep up with the trends. Do your best to continue
upgrading your skills, so that you can find success in your chosen field!

13
Why Do You Need
Employability Skills?
Let us, first of all, understand the meaning of 'skill'.

Skill is the ability to do something well. If you practice regularly, you can become skilful. For example,
driving skills. We learn the technique of driving, and with practice we can become good drivers.

1. Decide what skills you wish to learn.

2. Set a goal.

3. Search ways that can help you in

learning the skill.

4. Practice regularly.

Today, the most important skills are soft skills. Soft skills refer to the ability to communicate and work
with the team. These are the skills that are in high demand and can make you a successful candidate
when seeking a job or a promotion.

Employability Skills is the knowledge, skills, and attitude needed to get, keep, and grow in any job.
While every person needs this competency to have a successful career, it is important to understand the
role of employability for Persons with Disability (PwD). For most persons with disability, their exposure
to the outside world might be limited. Be it spending a large amount of time at home or having a small
social circle – there are many reasons why persons with disability may have a limited range of
experiences. In addition to the lack of exposure and different experiences, another factor to consider is
the lack of expectations that others have from persons with disability.

From a young age, persons with disability are likely to encounter people who may not have any
expectations from them. For example, if a family runs out of milk in the house, they are more likely to
ask a person without a disability than a person with disability to go out and get the milk. When anyone
grows up in an environment where others don't expect anything from them, will they be equipped to
compete with peers without a disability in the open labour market? Moreover, even after securing a job
there are various challenges faced by PwDs with regards to the sympathetic perceptions of employers
and low expectations.
The combination of lack of exposure, experiences, and expectations can lead to several gaps in one's
understanding of the outside world. Employability can help bridge these gaps and level the playing field
between persons with and without disability. It can serve as a foundation for the person with disability
to develop the knowledge, skills, and attitude to contribute to any organisation and grow to become
leaders in their field.

14
In other words, employability can enable one to:
• Communicate well.
• Follow instructions properly.
• Learning and Practicing skills
• Respect and get along with others.
• Take responsibility and initiative.
• Getting the exposure to be ready for job
• Overcome disability related challenges
• Apply knowledge to solve problems.
• Keep up with new trends, and much more!

Through these lessons, we hope that you will be able to learn more about yourself, build your
personality develop disability specific skills and become a person who is highly employable to achieve
great success in any organisation!

15
Best Wishes to the 21st
Century Learner
Dear Learner,

Thank you for undertaking this learning journey!

We wish you the best as you become a self-learner and join the workforce, equipped with 21st century
skills.

Through the Employability Skills curriculum, we hope you are able to:
• Discover your potential.
• Experience joyful learning.
• Be a respectful and responsible citizen of India.
• Practice inclusive and compassionate values.
• Plan your career and life effectively.
• Become a self-learner.
• Get ready to be the future workforce of the country.

All the very best!

16
17
 1.1 Importance of
EMPLOYABILITY SKILLS
INTRODUCTION TO

Employability Skills

1. Meaning of employability skills.

MODULE 1

2. Importance of employability skills.

3. How to become a self-learner with growth mind set.

You will see many people around you who are in a job or a business Thinking
(parents, siblings, friends or teachers). From the list given below,
tick the qualities you think help them do their job or business: Box
Good communication skills. Problem-solving skills
Good typing skills. Quick-learner
Good cooking skills. Fighting skills
Good English writing skills. Teamwork

Let’s understand about employability skills

Employ Ability Skill

To be in a To have the To not only

job or work right skills, know
Employability
+ + =
for salary knowledge something Skills
required to but also do it
do something in action

Employ: To be given a job by an employer or to have one's own business. A person is said to be
employed when they get paid for their work on a regular basis.

Ability: To have the skills to perform a task well.

Skills: The ability to do something well.

Therefore, employability skills are a set of many skills which a person needs to be successfully
employed.

Employability skills focus on building the right skills and attitude for getting, staying, and growing in
a job.

Employability skills not only help in our work life, but also help us lead a better life in general. For
instance, learning financial skills will help you manage your money for personal needs as well.

18
Ex: John and Sarah are B.Com. graduates. Both were hired as accountants by a finance company. The

EMPLOYABILITY SKILLS
manager prefers John's work over Sarah's. Let us see why.

INTRODUCTION TO
John paid attention to even small minute details at work. He was good with analysis and made sure that
his reports were perfect. He was also good at time management and did not miss any deadline.
Additionally, John could explain difficult financial information to people in an easy manner. He was also
known for his honesty, which he maintained while handling confidential financial data.

On the other hand, Sarah struggled with paying attention to detail. She missed important details in

MODULE 1
reports and could not identify potential issues. She was poor at time management and missed deadlines
a lot. Additionally, Sarah's communication skills were poor. She didn't listen properly and did not
maintain the secrecy of certain financial information which led to problems for her company.

As time passed, John continued to do very well in his role, while Sarah struggled and was fired from the
company.

The examples of John and Sarah show the importance of employability skills such as attention to detail,
analytical thinking, time management, communication, and honesty. It also shows how employability
skills help a person to grow at a workplace.

Sarah John

In this book, you are going to learn about many skills that will help you in the short-term and long-term
for your professional and personal life.

Q1: You have started a business running a car repair shop. Now you want
to hire a full-time employee to support you. You have received a
number of resumes for interviews.

Which skills would you look for in a potential employee for your
business? Tick the boxes accordingly.

Identifies problems with cars. Honest and dedicated towards work.

Manages their house well. Possesses good communication skills.
Use computers to make bills Able to repair and replace
for customers. defective parts of cars.

19
 Q2: Sakina, a person with disability, works in sales. She needs to call
EMPLOYABILITY SKILLS

customers to share information about latest products offered by

INTRODUCTION TO

her company. She needs to be clear about what to say. What skills
will help Sakina with her job?
Digital literacy. Money management skills.
Good communication skills. Time management skills.

Let’s identify the importance of employability skills

MODULE 1

In today's competitive job market, it's important to be unique. To get a good job and to grow in our
career, we need two types of skills:

1. Technical skills - Ex: Stitching, carpentry, IT skills, plumbing, etc.

2. Employability skills – Ex: Developing the right attitude, developing disability-related skills,
getting ready for a workplace including working on soft skills which will help you use your
technical skills well to have a successful career.

Employability skills can help you:

• Build the right attitude.
• Know how to behave in a professional environment.
• Work well with a team.
• Identify and solve your day-to-day problems and disability-related challenges.
• Communicate well at work.
• Gain digital literacy.
• Find a meaningful career path.
• Get hired for a job.
• Learn how to use digital technology comfortably.
• Be confident as a person.
• Present yourself well in the workplace.
• Understand disability specific skills.
• Communicate about your disability using positive language.

A lot of employers will make final hiring decisions based on how well candidates have both kinds of
skills, technical as well as employability skills.

Create a group of 5 people. Form an imaginary company from any sector

such as retail, Information Technology, manufacturing, financial
services, hospitality, etc. Now list down the top 10 skills that you would
like your employees to have.

1.
2.
3.
4.
5.
6.
7.
8.
9.
10.

20
Let’s identify about how to become a self-learner with a growth

EMPLOYABILITY SKILLS
INTRODUCTION TO
mindset
Self-learning is something we have been doing all our lives! It refers to learning something on our own.
We usually think we need teachers or elders to teach us something new but we can learn things by
ourselves as well. We don't always need a school, a classroom, or a teacher to learn new things.

Self-learning happens when you take responsibility for your own learning. It is a process by which you
decide to learn a new thing in your own way. Ex: As a self-learner, you get to decide the following:

MODULE 1
• What do I learn?
• Why should I learn?
• How do I learn?
• When do I learn?
• How fast do I learn?
• How do I test myself?

A self-learner is one who:

• Believes they can learn.
• Is curious.
• Takes initiatives.
• Explores independently.
• Accepts responsibility.
• Manages time.

In order to be a successful self-learner, you need one important thing - a growth mindset.

What is a growth mindset?

A growth mindset is the opposite of a fixed mindset. A person with a growth mindset is always willing to
grow, change, and learn. A person with a fixed mindset is rigid. They cannot change easily or allow new
ideas to make them better.

To be a self-learner, one needs to have a growth mindset because when we learn something by
ourselves, we may make many mistakes and fail a few times. Learning to keep trying without giving up
till we succeed is what helps us grow in life.

Growth mindset Fixed mindset

• I can do this. • I cannot do this.

• Mistakes are normal. • Mistakes are unacceptable.
• I will learn from my mistakes. • Mistakes are equal to failure.
• I will try again. • If I fail once, I will always fail.
• I will work hard. • I cannot work hard.
• I can learn new things. • I cannot learn new things.
• I am happy to change. • I do not like to change.
• I am happy to accept if I am wrong. • I cannot be wrong.

21
EMPLOYABILITY SKILLS
INTRODUCTION TO

Activity
Which mindset do you think you have? Do the activity Time!
below to find out!

Table 1 Table 2
MODULE 1

I'm a curious person. I search for many I should not waste my efforts in learning
things that I want to know on Google. new things.

I believe that by practice, I can improve I believe that most skills are God-given
myself. and cannot be learned over time.

I believe that failures are leaning. I should not try anything new which can
lead me to fail.

I accept challenges. I feel threatened by others' successes.

When I see others succeed, it inspires me. I should not take feedback from anyone.

I believe that feedback is an opportunity

to learn.

If you selected most of the activities in Table 1, you may have a growth mindset.

If you selected most of the activities in Table 2, you may have a fixed mindset.

Now reflect on the above exercise and the result of the same.

What I learnt today:

Put a if you know this topic well.
1. Employability skills are a set of many skills which we need to be
successfully employed.

2. A lot of employers will make final hiring decisions based on what skills
candidates can bring to the job apart from their technical, trade-based
skills.

3. Having self-learning skills help you achieve lifelong learning and

opportunities to grow in your career.

4. A growth mindset is important to be a self-learner.

22
1.2 Learning Employability

EMPLOYABILITY SKILLS
INTRODUCTION TO
Skills Online

1. The meaning of e-learning.

MODULE 1
2. The benefits of e-learning.
3. How to log into e-learning portals for employability skills.

What do you know about online learning and its benefits? Thinking
Box

Let’s identify what e-learning is

The COVID-19 pandemic has
changed how learning takes
place all over the world. Many
learners like yourself started
learning online through
classes, YouTube videos, apps,
etc. Online learning or e-
learning refers to education or
learning received online via
digital devices such as:
• Computers.
• Tablets.
• Smart phones, and
• Any other device that can be
connected to the internet.

Through e-learning, you can use educational materials at any time and from any place!

You can go beyond the limits of traditional books and classrooms and learn through many sources. You
may use formats like e-books, PDFs, audios, videos, online lectures, etc. You can learn trade skills as well as
employability skills from such sources.

What are the top three things you want to learn online?
1.
2.
3.

23
 Let's learn about the benefits of e-learning
EMPLOYABILITY SKILLS
INTRODUCTION TO

E-learning is not only for your college/studying days. With online education, you can learn skills
which can help you do your job well. This can be a continuous process throughout your career. In
fact, if you keep improving your skills, your career growth will be better. Let's look at how e-learning
can help you gain employability in the 21st century:

• Practice and learn digital skills.

• Develop in-demand job skills.
• Explore new career pathways.
MODULE 1

• Acquire new skills at a lower cost.

• Access latest content.
• Learn what you are interested in.
• Attain career growth.

Increased learner
engagement
Improved recall
Quick delivery
and retention
of lessons

More resources and Ease of access

greater flexibility

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

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

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

24
Let's learn how to log into e-learning portals to gain

EMPLOYABILITY SKILLS
employability skills

INTRODUCTION TO
An e-learning portal is a website that gives you access to online learning materials. There are several
such websites to help you learn employability skills. Here are some websites to get you started:

Employability Web address Purpose

skills portals

MODULE 1
Bharat Skills Portal https://bharatskills.gov.in/ Discover online lessons and study
materials for trade skills and
employability skills.

eSkill India https://eskillindia.org/ Gain access to free, certified online

courses.

ASEEM https://smis.nsdcindia.org/ Find sustainable livelihood

opportunities.

NSDC https://nsdcindia.org/ Seek aid for funds to set up profitable

training centres and vocational
centres.

NIMI portal https://trainingdgt. Access instructional materials, e-

nimiprojects.in/ content, and question banks for
trainees.

NAPS portal https://www.apprentice Apply for apprenticeship

shipindia.gov.in/ opportunities relevant to your trade or
industry.

Scheme portals https://www.india.gov.in/ Gain access to information about

mygovernment/schemes several governmental welfare chemes.

Activity
There are many e-portals available to learn employability Time!
skills. You will demonstrate how to log into one such website.
Let's explore one of the most useful portals for ITI learners -
the Bharat Skills Portal using the steps given below:

If you are a screen reader user, ensure you have the

required software (NVDA/JAWS) to access the computer
and explore this portal. If you are accessing the portal
from your phone, turn on TalkBack (Android) or
VoiceOver (iOS).

25
EMPLOYABILITY SKILLS
INTRODUCTION TO

Step 1:
Check for internet connectivity.

Step 2:
Open Internet Explorer (Chrome, Mozilla, or
MODULE 1

Firefox) or launch google.com

Step 3:
Type the web address/portal address
‘bharatskills.gov.in’ and then press the Enter key.

Step 4:
The Portal dashboard will be displayed with
courses, trainings, and notifications as given in
the image below.

Step 5:
To join a training, click on the course you are
interested in.

Step 6:
To learn trade related skills online, click on the
‘ITI Blended Learning’ option.

Step 7:
To enrol and register yourself for the training,
click on the Enrol button.

Step 8:
Enter your username in the Username field, your
email address, and your Portal Password. Select
the ‘Create my new account’ option.

26
 EMPLOYABILITY SKILLS
INTRODUCTION TO
Step 9:
The training login screen will appear as
displayed below. Enter the details and you will
be able to access the training materials.

MODULE 1
Step 10:
To access study material for various courses,
choose your course from the displayed list. You
can now access study materials, employability
skills, mock tests, and much more!

Step 11:
You can also access the link given below to login into
the Employability Skills Portal. You will be directed to
an OTP-based login as shown in the image below.

http://employabilityskills.net/app/users/login

Tip for you:

Keep your password simple to remember.
Write down your login ID and password here so you don't forget it:
Bharat Skills Login ID: ___________________________________________________
Bharat Skills Password: __________________________________________________

What I learnt today:

Put a if you know this topic well.
1. E-learning means learning received online via digital devices such
as computers, smartphones, tablets, etc.

2. E-learning helps us in improving our digital skills as well as in

finding jobs.

3. E-learning helps us become a 21st century learner.

4. There are different e-learning portals to learn employability skills

online including Bharat Skills, NSDC, NAPS, NIMI, etc.

27
 1.3 Explore the Future
EMPLOYABILITY SKILLS
INTRODUCTION TO

of Work

1. Exploring the post-COVID job market.

MODULE 1

2. The future of work.

3. Skills needed for the future of work.

Pick the statement(s) that you feel is/are true: Thinking

1. The world will never be the same again after the COVID-19 pandemic. Box
2. We will be back to normal in 2 years.
3. A new world, with new types of jobs and new working conditions, will get created.

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

The COVID-19 pandemic brought the entire world to a halt. There was uncertainty all over the world
at the start of the pandemic. Schools, offices, colleges, and shops were closed. Many people lost their
jobs and some even lost their loved ones.

As the world is slowly recovering, there are new trends in India and around the world, especially in
the job market.

Let's take a closer look at the post-COVID 19 job market.

1. Digitisation or automation of jobs:

Many jobs are getting digitised. Machines are replacing human beings in
the workplace. Ex: Robots are being used to serve food instead of waiters
in restaurants in Mumbai, Bengaluru, and Ahmedabad.

2. Remote Working:

Many offices premises have closed down

because staff are working from home. Big IT
companies are making working from home
the new policy. This has opened up
opportunities for persons with disability who
are unable to travel or relocate to a new place.
It has also helped women and caretakers to
work better. At the same time, it has created
additional pressures on such people to
manage office work as well as housework.

28
 EMPLOYABILITY SKILLS
3. Hiring from a wider pool of candidates:

INTRODUCTION TO
Since people can work from anywhere, companies are willing to
hire candidates from all over the country. Ex: If an office is based
in Bengaluru, candidates from all over India can apply for the
same and work from their homes. This has increased the
competition for good jobs.

MODULE 1
4. Need for digital skills:

It has become very important to have basic digital skills. Everyone

from vegetable vendors and supermarkets to small shops now
use digital currency.

5. Rise of platform economy:

Digital businesses such as Uber, Ola, Zomato, Big Basket, and Swiggy
have increased their volume of business. Instead of having physical
shops, products are displayed on digital apps or websites.

6. Focus on green jobs:

This is a new job sector in the 21st century. Green jobs are jobs
that help reduce pollution, and preserve the environment as well
as the planet. Such jobs get additional support through subsidies
from the Government.

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

29
 Let’s learn about the future of work
EMPLOYABILITY SKILLS
INTRODUCTION TO

In the past few years, there has also been a rapid growth in certain industries in India. There are new
job sectors coming up with new and exciting opportunities that we haven't seen before.

Jobs that have become outdated or seen a decline in demand in the past 5 years include:
• STD booths.
• Photo studios.
• Audio cassettes/CD recording.
MODULE 1

• Scissors grinder.
• Bicycle repairs.

Job roles that exist now which were not present 5 years ago include:
• Online retail.
• Healthcare.
• Pharmaceutical.
• Financial and banking services.
• Computers and IT.
• Gig work sector (Online education, transportation services, and caterers).
• Green jobs (Environmental technicians, solar installers, recycling workers, etc.).

Find out new type of job opportunities available for your trade by
searching online and write them below.

30
Let’s learn about 21st century workplace skills

EMPLOYABILITY SKILLS
INTRODUCTION TO
According to the India Skills Report 2022 by Wheebox, only 48.7% of the total youth in India are
employable. This means almost 1 out 2 Indian youths are not employable. The study also says that
about 75% of all the companies surveyed reported that candidates don't have the skills that
employers need. Additionally, the job market will keep changing continuously (the way it changed
during COVID-19). The skills we have today will not be of much use in the future. To stay employed,
we need to keep learning new skills.

MODULE 1
How can young professionals stay competitive in this demanding and changing job market?
21st century skills will help you get employed and create a successful career path, even when the job
market keeps changing continuously.

21st Century Skills

Foundational Character
Competencies
Literacies Qualities

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

• Literacy • Critical thinking/ • Curiosity

• Numeracy problem-solving • Initiative
• Scientific literacy • Creativity • Persistence/grit
• ICT literacy • Communication • Adaptability
• Financial literacy • Collaboration • Leadership
• Cultural and civic • Social and cultural
literacy awareness

Q1. What do you think the phrase '21st century skills' means?

Q2. Which of the 21st century skills listed in the image above do you wish
to learn?

31
EMPLOYABILITY SKILLS
INTRODUCTION TO

Activity
Fill the table below by rating your current 21st Time!
century skills and note down how you can improve
your rating for each skill.
MODULE 1

21st Century Skill Rating What can you do to improve your score?

Communication / 10

English literacy / 10

Digital literacy / 10

Financial literacy / 10

Problem solving / 10

Flexibility / 10

Creativity / 10

Entrepreneurship / 10

Career mindset / 10

What I learnt today:

Put a if you know this topic well.
1. The COVID-19 pandemic had a great impact on the job market in India
and across the world.

2. Some jobs became obsolete (outdated) while a lot of new jobs emerged.

3. 21st century skills will help gain good employment and create successful
career paths.

32
2.1 Our Constitution: Guiding

VALUES-CITIZENSHIP
CONSTITUTIONAL
Principles
In this lesson you will learn :

MODULE 2
1. Introduction to the Indian constitution
2. Guiding principles of the constitution
3. Rights and duties as an Indian citizen

Republic Day of India is celebrated on 26th of January. Thinking

Do you know why? Search on the internet (or ask someone) Box
and write your answer.

Let’s learn about our Constitution

Every household, school, or sports has their set of rules. Similarly, every
country has its own set of rules – we call it the law.
The Constitution of
India
The Constitution of India (Bhartiya Samvidhan) is like a rule book.
PREAMBLE
It is made up of laws and rules for the country. It also describes the rights
We the people of India, having solemnly
and duties of its citizens. It helps to manage the country in a good and resolved to constitute India into a [SOVEREIGN,
SOCIALIST, SECULAR, DEMOCRATIC REPUBLIC]
and to secure to all its citizens:
fair way. Did you know? JUSTICE, social, economic and political

1. All countries have a Constitution. LIBERTY of thought, expression, belief, faith

and worship;

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

EQUALITY of status and of opportunity; and
to promote among them all
FRATERNITY assuring the dignity of the
3. Dr. B.R. Ambedkar was the chairperson of the writing team. individual and the [unity and integrity of
the Nation];
IN OUR CONSTITUENT ASSEMBLY this
twenty-sixth day of November, 1949 do HEREBY
ADOPT, ENACT AND GIVE TO OURSELVES THIS
Preamble of the Indian Constitution CONSTITUTION.

The Preamble to the Constitution of India is a brief statement about the

purpose and principles of the Constitution.

WE, THE PEOPLE OF INDIA, having solemnly resolved to constitute India

into a SOVEREIGN SOCIALIST SECULAR DEMOCRATIC REPUBLIC and to
secure to all its citizens:

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

33
 Let’s learn about the guiding principles of The Indian Constitution
VALUES-CITIZENSHIP
CONSTITUTIONAL

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

India is a SOCIALIST country: This means the government should give equal access
to resources and opportunities to its citizens from every caste, religion, gender, and
MODULE 2

financial status. The resources can include access to food, healthcare, clean
environment, and quality education.

India is a SECULAR country: This means that people from all religions or no religion
are treated equally in our country.

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

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

India is a REPUBLIC: This means that all citizens have the freedom to vote for a
leader who will represent them. One person, like a King or a Queen, does not hold
all the power in a republic.

Activity
Discuss examples of each principle with your group. Time!
Take help from your teacher or search online.

SOVEREIGN
Example: Choosing a Prime Minister or President of India. No other country effects this decision

SOCIALIST

SECULAR

DEMOCRATIC

REPUBLIC

34
Let’s learn about the rights and duties of an Indian citizen

VALUES-CITIZENSHIP
CONSTITUTIONAL
Rights: things that we are morally and legally allowed to do.

1. Right to Equality - Ex: Right to be treated equally before law

irrespective of religion, language, age, caste, sex, and gender.
2. Right to Freedom - Ex: Freedom to practice any profession or to
carry on any occupation, trade, or business.
3. Right against Exploitation - Ex: Prohibition of employment of

MODULE 2
children.
4. Right to Freedom of Religion - Ex: Freedom to practice any
religion.
5. Cultural and Educational Rights - Ex: Right to conserve culture,
language, or script.
6. Right to Constitutional Remedies - Ex: Right to move to the
Supreme Court if a person wants to get their fundamental rights
protected.

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

Persons with disability (PwDs) are an important part of India's society. They have the right to access the same
opportunities and services available to any Indian citizen.

It is important for us to know about 'The Rights of Persons with Disability (RPwD) Act, 2016' – a legislation
that protects all PwDs against discrimination and promotes equal opportunity.

Did You Know?

In 1995, India passed the Persons with Disabilities (Equal Opportunities,
Protection of Rights and Full Participation) Act. After signing the United
Nations Convention on the Rights of Persons with Disabilities (CRPD) in
2007, it passed a new Act in 2016. This is The Rights of Persons with
Disability (RPwD) Act, 2016.

The RPwD Act, 2016 covers many points for persons with disability. Here are 3 important ones you should know about:

1. Recognising 21 Disabilities:
While the 1995 Act recognised 5 disabilities, the 2016 Act has recognised 21 disabilities. These are:

Leprosy Multiple Speech & Language

Blindness Dwarfism
Cured Persons Sclerosis Disability

Intellectual Autism Spectrum Sickle Cell Multiple Disabilities

Low Vision
Disability Disorder Disease including Deaf-blindness

Cerebral Mental Acid Attack Chronic Neurological

Thalassemia
Palsy Illness Victims Conditions

Hearing Muscular Parkinson's Specific Learning

Haemophilia
Impairment Dystrophy Disease Disabilities

Locomotor
Disability

35
 2. Equal Opportunity Policy:
VALUES-CITIZENSHIP

As per the Act, private sector companies have to follow certain mandates (official orders) to be
CONSTITUTIONAL

disability friendly. The Equal Opportunity Policy or EOP is one such mandate for companies with
20 or more employees.

The objective of an EOP is to ensure PwDs have the same opportunities for employment, pay,
and promotion on par with persons without a disability.

An Equal Opportunity Policy must include:

MODULE 2

Facilities and amenities for PwDs.

List of suitable posts identified.

Processes on selection, training, transfers, leaves, and so on.

Provisions for assistive devices and barrier-free accessibility.

Appointment of a liaison officer.

Companies with less than 20 employees also need to provide facilities and amenities for persons
with disability.

Let us understand the importance of Equal Opportunity Policy for persons with disability with
two examples:

Example 1: When Kaliappa, a person with disability, went to a large company for a walk-in
interview, the interviewer was a little doubtful and said, “I am not sure if this role is for persons
with disability”. Kaliappa politely told the interviewer, "As per the RPwD Act, your company will
have an Equal Opportunity Policy for persons with disability. I request you to conduct my
interview and see if I am suitable.” The interviewer understood that Kaliappa had rights just like
all citizens to apply for different jobs.

Example 2: When Robert, a person with disability, joined his dream IT company, he was quite
nervous about how he would manage. However, since the company had an Equal Opportunity
Policy, it helped Robert in many ways. Whenever he had any concerns, he could approach the
liaison officer for support. Thanks to the policy, his request for an assistive device could be easily
approved as there was an allotted budget for it.

36
3. Reasonable Accommodations:

VALUES-CITIZENSHIP
Reasonable accommodations are necessary and appropriate modifications and adjustments to ensure

CONSTITUTIONAL
PwDs can exercise their basic rights equally with others. It enables PwDs to participate on an equal
basis with others. Denying reasonable accommodation to a person with disability is considered
discrimination.

Here are some examples of reasonable accommodations:

MODULE 2
Work documents (e.g. presentations, training materials, etc.)
in braille or digital format for blind persons.

Leave for blood transfusion for a person with thalassemia.

Home-based KYC verification for persons with locomotor disabilities.

Think about what reasonable accommodations you need to live a life of dignity.

Be it education, employment, healthcare, or culture and recreation, the RPwD Act 2016 covers all
aspects in the life of a person with disability.

Persons with disability can also access different schemes to get concessions and benefits. Explore the
link below to know more:
https://www.swavlambancard.gov.in/schemes/search

To access these schemes, it is mandatory to have a Unique Disability Identity (UDID) Card. Explore the
link below for more information:
https://www.swavlambancard.gov.in/

Activity
Time!
Read the statements written in the middle of the column.
Point arrows to the correct boxes of either Rights (<) or Duties (>)

Getting quality education

Paying taxes

Getting clean water

Rights are the things Duties are the things
we expect from our we do for our family,
family, community Marrying anyone community and our
and our country. of your choice country.

Practice any religion

Dropping waste only at proper

government authorised locations

37
VALUES-CITIZENSHIP

What I learnt today:

CONSTITUTIONAL

Put a if you know this topic well.

1 The Indian constitution is a set of laws and rules for our country which
mentions the rights and duties of its citizens and helps the country run in
a fair way.

2 There are 5 guiding principles: SOVEREIGN SOCIALIST SECULAR

MODULE 2

DEMOCRATIC and REPUBLIC.

3 We as citizens of India have our rights (mentioned in the Preamble as well)

and duties which we should be responsible for.

4 The Rights of Persons with Disability Act, 2016 protects PwDs against
discrimination and promotes equal opportunity in all aspects of life.

38
2.2 Protecting Our Environment

VALUES-CITIZENSHIP
CONSTITUTIONAL
In this lesson you will learn :
1. What is environmental crisis?
2. Why do we need to maintain a sustainable environment?

MODULE 2
3. How to develop a green lifestyle

Circle the type of pollution you know about Thinking

Box
Water pollution Air pollution Sound pollution

Let’s learn about the causes of environmental problems

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

The above problems lead to pollution. Pollution is when gases, smoke, and chemicals enter the
environment in large amounts and make it harmful for plants, animals, and humans.

In recent times, these environmental problems of pollution have become very serious. As per
scientific studies, such harmful effects cannot be changed. This has led to an environmental crisis.

39
 Let's look at some of the major problems that have caused this environmental crisis.
VALUES-CITIZENSHIP
CONSTITUTIONAL

Environmental problems Causes

Solid and liquid waste

disposed of in landfills
Land Pollution
and chemical wastes that
pollute the earth’s surface.
MODULE 2

Exhaust from vehicles and

smoke from industries and
Air Pollution
factories, burning of fuels,
etc.

Paints, plastics, and

chemicals released from
Water Pollution
industries and other
human activities.

Forests are destroyed by

Deforestation cutting trees for agriculture
and housing purposes.

When dirt or soil washes

Soil Erosion away by water, wind, and
other natural forces.

What are some of the environmental problems in your region?

40
 VALUES-CITIZENSHIP
Pollution has various negative effects on the health of plants, animals, people and

CONSTITUTIONAL
the planet. Let’s examine the major effects of environmental problems today:

The thinning of the ozone layer is due to the release of

Ozone depletion poisonous gases like CFCs (chlorofluorocarbons) in the
atmosphere. This causes severe damage to human health.

MODULE 2
Global warming happens when carbon dioxide (a greenhouse
Global warming gas) and other air pollutants collect in the atmosphere. This
leads to a rise in Earth's temperature.

Climate change, pollution, hunting of animals and destruction of their

Loss of Biodiversity
shelter results in the death of many precious plants and animals.

Long-term effects on Humans are at increased risk of many diseases due to pollution -
human health heart diseases, lung congestion, cancer, and reduced life expectancy.

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

What are the common effects of pollution in your locality?

Let’s learn how to develop a green lifestyle

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

Use bicycles and public transportation.

Avoid chemical pesticides and fertilisers.

Save electricity by turning off appliances and lights.

Reduce the amount of plastic waste.

Carry reusable cloth/paper bags when shopping.

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

Plant trees and encourage others to do so.

41
 What are methods you will follow to adopt a green lifestyle?
VALUES-CITIZENSHIP
CONSTITUTIONAL
MODULE 2

Activity
Geeta and Noor are good friends. They decided to grow
Time!
vegetable gardens behind their houses. They found
out that giving fertilisers would help the plants grow
better. So Geeta collected cow dung from a milkman.
Noor went to a nearby shop to buy a fertiliser. Both
were happy to see vegetables growing in their garden.

Who do you think followed a more environmentally

friendly method? Why?

What I learnt today:

Put a if you know this topic well.
1. Pollution has negative effects on the health of plants,
animals, people and the planet
2. We need to maintain our environment to create a safe life
for everyone
3. We can reduce unnecessary waste by following - reduce,
reuse and recycle
4. We can save the planet by adopting green habits like -
recycling, planting trees, saving water etc.

42
3.1 21st Century

BECOMING A PROFESSIONAL
Employability Skills

IN THE 21ST CENTURY

1. 21st century employability skills.

MODULE 3
2. Assessing your skills.
3. Making a plan for your skill development.

By now, you must have understood the term 'Employability Skills'. You
might know that in cricket, when a batter scores 100 runs, it is called a
Thinking
'century'. Similarly, 100 years is also called a century. The period between Box
the years 2000-2100 is called the 21st century.

What are the 3 main ways in which people learn differently in the 21st
century compared to earlier times?

1.

2.

3.

Let’s learn about 21st century employability skills

What is an Industrial Revolution?

An Industrial Revolution refers to a period in which major

changes take place in how manufacturing happens. Over
different centuries, the process of manufacturing various
goods has changed due to technology and scientific
developments. We may think this is a small change but it is
not. Every time there has been an industrial revolution,
people's way of life has completely changed.

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

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

Handmade
Machine made

43
BECOMING A PROFESSIONAL

Let us understand the 4 major industrial revolutions.

IN THE 21ST CENTURY

1st Industrial 2nd Industrial 3rd Industrial 4th Industrial

Revolution Revolution Revolution Revolution
MODULE 3

Started in Started in Started in Started in

18th century 19th century 20th century 21st century

Things developed: Things developed: Things developed: Things developed:

Cotton mills Steam Electricity Mass Computers Internet Robots for human jobs
engines Trains production of Machines for simple Internet-based jobs
clothes, cars, and human tasks like the Internet and technology
other goods Automated Teller to connect the entire
Machine (ATM) world

We all are here

Tick the skills or tasks that are most relevant in the 21st century to be employable:

Typing Critical thinking and problem-solving

Hardware Computer programming languages

Wood cutting Physical strength

Needle work and weaving Logical reasoning

Digital fluency Communication

Basic computer Teamwork and collaboration

Entrepreneurship Time management

Creative thinking Analytical skills

Blacksmithing Self-learning

Let’s learn about skills assessment

Regular checking or assessment of your skills is necessary for the growth of your career.
Here are a few steps you can follow to assess your skills:

Step 1: Make a list of your hard skills and soft skills.

Hard skills refer to job-related knowledge and

abilities needed to perform one's job effectively. Hard Skills Soft Skills
Ex:
Typing 60 words Ability to learn
Soft skills are personal habits and traits that shape
in a minute things quickly
how one works on their own and with others.

44
 BECOMING A PROFESSIONAL
Step 2: Identify gaps in your skillset.

Example: I need to learn MS Excel. I need to learn how to use a screen reader (for blind people). I need

IN THE 21ST CENTURY

to learn Indian Sign Language (for Deaf people).

Step 3: Research and understand the skills which are in demand in your trade or industry. Learn about
the big companies in your industry to understand what skills are trending currently and are in demand.
You can also undertake research on the companies which hire persons with disability and understand
which job roles they have opened up specifically for PwDs.

MODULE 3
Example: You can use online search engines (such as Google) to find out “skills required for a civil
draughts person's jobs.”

So, if you want to find a job, you should do the following:

· Create your resume and undertake self-reflection.
· Ask other people for feedback on your work.
· Take an Online Behaviour Test.
· Understand different jobs performed by persons with disability.
· Get to know different jobs that match your skillset.

Let’s make a plan for your skill development

We usually think that a person can either be intelligent or unintelligent. We decide this based on the
marks we get in school or college, but that is not completely true. There are 8 types of intelligence or
smart!

A person can be weak in mathematics, but very strong with physical skills (such as playing sports,
weightlifting, yoga, etc.). Someone who is weak in language skills may be very good with musical skills.
So the next time someone asks you about your strengths, you can answer them based on the 8 types of
intelligence or “smart” given in the image below.

45
BECOMING A PROFESSIONAL

With the help of the statements below, check what type of intelligence or
smart you have. Tick the statements which you relate with the most in all
IN THE 21ST CENTURY

the categories:

Picture Smart Word Smart Logic Smart Body Smart

MODULE 3

Characteristics: Characteristics: Characteristics: Characteristics:

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

Good at putting Enjoy reading and Enjoy thinking about Enjoy creating things
puzzles together writing abstract ideas with hands

Interpret pictures, Good with debates or Like conducting Have excellent

graphs, and charts giving persuasive scientific physical coordination
well speeches experiments

Enjoy drawing, Able to explain things Can solve complex Remember by doing
painting, and well computations rather than by
visual arts hearing or seeing

Recognise Ability to use humour

patterns easily when narrating
stories

Music Smart People Smart Self Smart Nature Smart

Characteristics: Characteristics: Characteristics: Characteristics:

Enjoy singing and Skilled at verbal Able to analyse Interested in subjects

playing musical communication strengths and such as botany,
instruments weaknesses biology, and zoology

Recognise musical Good with non-verbal Enjoy analysing Categorise and

patterns and communication theories and ideas catalogue information
tones easily easily
Remember songs Able to see situations Have excellent self- Enjoy camping,
and melodies from different awareness gardening, hiking,
perspectives and exploring the
outdoors
Have a rich Can create positive Understand the basis Dislike learning
understanding of relationships with for motivations and unfamiliar topics that
musical structure, feelings have no connection
rhythm, and notes to nature
Able to resolve conflicts
in group settings

46
 BECOMING A PROFESSIONAL
IN THE 21ST CENTURY
Activity
Time!
Q1. Which one (or more) is your area of intelligence from
the list given above?

MODULE 3
Q2. Can you think of careers where you can make use of your strengths
and intelligence?

What I learnt today:

Put a if you know this topic well.
1. 21st century employability skills refer to the various skills that are critically
important to be successfully employed in today's world. Ex: Digital skills,
interpersonal skills, life skills, and communication skills.

2. Regular assessment of your skills is vital for growing in your career.

3. Developing your skills for the career you choose will help you grow in your
job or business.

47
 3.2 Know Yourself
BECOMING A PROFESSIONAL
IN THE 21ST CENTURY

1. What it means to 'know yourself' and appreciate your journey.

2. Understanding your strengths and areas of improvement.
3. How to talk about your qualities, abilities, and disability in a positive way.
MODULE 3

As a person with disability, reflect and write the top 3 things you consider
as your achievements or things you are proud of:
Thinking
Ex: I have completed my schooling despite inaccessible situations. I move
Box
around independently. I learned sign language. I am good at sports.

1.

2.

3.

Let’s learn more about ourselves and our journey

If you know what you are good at, you can identify the right
career opportunities. Additionally, when you understand your
areas of improvement, you will always keep learning and
growing!

To know yourself fully, you need to reflect on your journey so

far. Think about all the milestones you have achieved and the
challenges you have overcome. Be it in your family, school,
travel, communication, or daily tasks, you must have taken a
lot of effort to reach where you are today.

Recognise what actions you have taken in your journey and appreciate yourself for it. When you appreciate
yourself, it can motivate you and give you the confidence to move forward. It can also help you know
yourself better.
Your journey would be incomplete without your support system. It is important to
acknowledge the roles played by your family, teachers, and friends. Think about
the support they offered and the opportunities they provided for you to grow.
Knowing yourself includes understanding your abilities and interests:

Abilities Interests

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

Things that other people Things that make you

recognise as our qualities happy

Things that people often ask us Something that you do

to help with in your free time

48
 BECOMING A PROFESSIONAL
Our abilities and interests are our strengths.
When we focus on our strengths, we can learn more and grow.

IN THE 21ST CENTURY

We can always acquire new abilities and interests. There are many things that we may not have tried yet.
As we experience new things in life, our abilities and interests grow as well.

Your disability is not your identity

When we say 'know yourself', it also includes knowing your disability. Just like how your ability or
interest is a part of you, your disability is also another part of your identity. However, it is not your
complete identity.

MODULE 3
Example: Sathish always introduces himself as, “Hi. I am Sathish! I am a blind person.” whereas Lovlin
says, “Hi. I am Lovlin. I am a poet, an animal lover, and a hard worker. I am a person with blindness.”.
People are more comfortable with Lovlin. Why? Sathish focuses on his disability. Lovlin sees herself as a
person with many different aspects to her personality!

Due to limited exposure or experience, persons without disability may focus on your disability instead of
you as a person. To enable them to see you as a person, think about how you can communicate or share
your identity with the world. Remember, what you focus on is what grows over time!

Now think about your life and fill in the list given below with your answers. You can choose to write
about it, come up with a drawing, write a poem about it, etc. Be as creative as possible.

1. Name:
2. Sex:
3. Gender:
4. Best quality about me:
5. In my free time, I like to:
6. My other identities (E.g. I am a son/daughter, student, sportsperson, artist, etc):
7. One adjective which describes my personality or my interests (Trekker, public speaker, etc.):

Let’s learn what strengths are

What are your strengths
Having a clear understanding of your
and areas of improvement?
strengths and areas of improvement
will help you create goals. Strengths
are qualities and skills that are
considered positive. It helps you grow
in life and in your career. You could
have acquired such skills either
naturally or could have cultivated and
built them over the years through
experience.

Example: Good memory, good

communication skills, mathematical
skills, kindness, politeness, and
friendliness are all personal
strengths.

Areas of improvement are those where you need to develop the strength or ability to do something
well. Everyone has areas of improvement. With effort and practice, you can work on them and turn
them into strengths!

49
BECOMING A PROFESSIONAL

My strengths and areas of improvement

Observe yourself and identify your personal strengths and areas of improvement in the
IN THE 21ST CENTURY

chart below. Additionally, write about how you will work on these areas of improvement.

How will I overcome

My Strengths My Weaknesses
my weaknesses?
MODULE 3

Let’s learn to talk about our qualities, abilities, and disability

in a positive way
In most job interviews, the interviewer may not know about disabilities. They may not understand your
disability or know how to ask the right questions. So it is important for you to be prepared to talk about
your disability in the right manner. Since disability is just one part of your identity and not your whole
identity, you need to think of how to talk about your other qualities, abilities, and talents.

You may follow the given tips during an interview to talk about yourself:

1. Focus on things you are able

to do on your own. Example:
Move around independently,
climb up two storeys with the
support of a railing, use a
computer with the screen
reader, communicate by writing
or using sign language, etc.

2. Demonstrate the solutions

you use. Example: Use a white
cane to move around, use sign
language to communicate, use
a wheelchair to move, etc.

3. Use person-first and positive

language about yourself and
your disability.

4. Share examples of your

journey and the challenges
you have overcome. Example:
How you travelled for your
education, how you took notes
during classes, how you
manage day-to-day tasks
independently, etc.

5. Highlight the most important and relevant skills for the job.
Example: Think about your strengths, abilities, and interests and match those with the job
requirements. Provide relevant examples to support the points you mention.

You will learn more about how to be a self-advocate in Module 12 on 'Disability Specific Skills'.

50
 BECOMING A PROFESSIONAL
Activity
Q1. Identify your strengths.
Time!

IN THE 21ST CENTURY

Tick/circle the qualities, talents, or skills that you have.
If you wish to add any skills to the list, write them in
the blank space provided below:

Honest A good painter A good leader

Caring A singer A good cook

MODULE 3
Hard Working A magician Good with computers

Innovative An actor Fluent in English

Career Focused A director Drive well

Loyal An artist Play ____________ (any sport)

Q2. Complete the following statements with the strengths you have identified
in the previous activity.
1. My name is
(Write your first name and last name.)

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

3. I am
(Write 1-2 areas of improvement from the list above, or write something else.)

4. I will
(Write 1-2 actions you will take to work on your areas of improvement from the list above,
or write something else.)

What I learnt today:

Put a if you know this topic well.
1. Knowing yourself through self-reflection and appreciating your journey.

2. Knowing that disability is a part of your identity and not your complete
identity.

3. Understanding your strengths and areas of improvement to help you grow

in life and in your career.

4. Talking about your qualities, abilities, and disability in a positive way.

51
 3.3 Critical Thinking & Decision
BECOMING A PROFESSIONAL
IN THE 21ST CENTURY

-Making

1. The meaning of critical or analytical thinking.

MODULE 3

2. How to make decisions.

3. To practise decision-making.

Which of the following statements are true for YOU : Thinking

Box
Statement Yes/No

I can solve all problems in my life easily.

I need the support of my family/friends to make decisions.

I can take decisions on my own.

Let’s learn the meaning of critical or analytical thinking

Critical or analytical thinking is a way of thinking to solve a problem. It helps us find out different options
to solve our problems. It also helps us find out if something we have been told is the truth or not.

Analyzing is extremely important in our daily lives and in our jobs as well.

Example: Imagine that your uncle tells you,

“We can never learn without books.
” You can critically or analytically think about this by asking yourself:
· Is that really true?
· How else can we learn?
· What happens if we learn without books?

This way, you can examine a particular problem based on facts.

The best practice is to:
· Think critically by asking many questions.
· Look at different aspects of the situation or problem.
· Not believe everything you hear or see.

Let's look at another example.

Rahul is blind. He joins a company and attends their training. On the first day of the training, Rahul asks
the trainer to give descriptions for visual content. The trainer explains on the first day but forgets to do so
later on. Rahul feels bad about this. He concludes that the trainer is a bad person.

52
 BECOMING A PROFESSIONAL
What could be reason for the trainer not giving visual descriptions later on?

IN THE 21ST CENTURY

MODULE 3
It is natural for Rahul to feel bad, but is he right in concluding that the trainer is a bad person?

Think about how Rahul can approach this situation differently.

Rahul can understand the information available to him from different angles, seek answers, and
come to a conclusion. If he follows these steps, he will be thinking critically/analytically. In this case,
Rahul could analyze that there could be different reasons for the trainer's behavior which would help
him solve the problem.

Reason Rahul's Solution

The trainer is not able to concentrate on Rahul requests the trainer to assign a buddy
Rahul since there are many other employees. who can help him with visual descriptions.

The trainer is not sure of how to give visual Rahul shares a simple one-pager with the
descriptions. trainer on how to give visual descriptions to
the blind.

The trainer assumes that Rahul needed the Rahul reminds the trainer again.
visual descriptions only for one day or is a
forgetful person.

Practicing critical thinking and analyzing helps you get the best results. Let us now practice critical or
analytical thinking.

53
BECOMING A PROFESSIONAL

Write 25 good points of a plastic chair. To get you started, we have shared 10 sample points below.
IN THE 21ST CENTURY

No. Good Points About a Plastic Chair

1. The color is good. It is nice to look at.

2. The chair is lightweight, which makes it very easy to carry.

3. The finishing of the chair is good. If someone bangs into it, they won't be injured.
MODULE 3

4. Many of these chairs can be arranged in a small room because they require less space.

5. You can use this chair in any weather (summer, winter, or monsoon) without any issues.

6. The chair can be cleaned/washed easily if required.

7. The chair can be stacked which saves space.

8. The price of the chair is affordable.

9. It has holes in the back which is good for air circulation.

10. It is straight in structure and good for your back.

11.

12.

13.

14.

15.

16.

17.

18.

19.

20.

21.

22.

23.

24.

25.

54
 BECOMING A PROFESSIONAL
Before you started writing, did you think you could come up with so many points?

Just like you thought of 25 good points for the chair, you can also come up with 25 bad points. This

IN THE 21ST CENTURY

will help you look at the same object from a different point of view. If your thinking is focussed, you
can come up with many more points. You can even compare a plastic chair to other chairs (iron or
wooden) to continue this activity.

Like the plastic chair, you can apply this exercise to other objects as well such as a mobile phone, a
rope, etc.

Practising this in different situations will help improve your critical or analytical thinking.

MODULE 3
Let’s learn how to make decisions
Decision-making is a process of choosing between two or more options. We make a lot of decisions in
our daily lives. Using a step-by-step decision-making process can help you make thoughtful decisions.
Critical or analytical thinking can help you make even better decisions.

Steps followed in decision-making:

Decision-making

Identify problem

Generate options

Select the best option

Implement decision

Evaluate and learn

from decisions

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

My uncle says that working in the

field of computers is very good. I decided to pursue Desktop
You could learn data entry and Publishing to become a graphic
I am confused about what ITI
programming, become an office designer. It is the best option for me
course to pursue. I like to
assistant or learn Desktop as I can learn digital art. This helps
draw and paint, it makes me
Publishing. me follow my passions too.
very happy.

55
BECOMING A PROFESSIONAL

How did you decide to pursue this course at your ITI?

IN THE 21ST CENTURY
MODULE 3

Let’s practice decision making

Janani is a person with disability. She uses different solutions to move around on her own. After her ITI
course, she gets a job in a different state. Her family is happy that she has a job, but they don't want her to
move to a different state. They are worried about her travel and how she will manage her day-to-day
chores by herself in a different city. However, Janani is confident and wants to go. She has to convince her
family members.

Now use the steps given above for decision-making to find a solution for
Janani's problem.

Step 1: Identify the problem. (Understand Janani's family's concerns)

Step 2: What are Janani's options? (The different solutions or plans Janani can suggest to her
family)

Step 3: What is the best option for Janani? (How Janani can prove to her family that she can
manage alone in a different city?)

Step 4: How will Janani implement this option? (Communicating the option and building
confidence in others)

Step 5: What will Janani learn from this decision? (In the short-run and the long-run)

56
 BECOMING A PROFESSIONAL
IN THE 21ST CENTURY
Activity
Divide yourselves into pairs and practice decision-making Time!
in different situations. Use critical or analytical thinking
and logic to make decisions.

Problem 1: Should you take up a job or continue studying after your ITI course?

Problem 2: Which career path is the best for you?

MODULE 3
Problem 3: You have joined a new job and in the first week you feel like you don't
enjoy the work. What will you do?

What I learnt today:

Put a if you know this topic well.
1. Critical or analytical thinking is the act of using logic to understand
the truth.

2. Decision-making is a process of choosing between two or more

options.

3. We can improve our critical or analytical skills by practising them on

a daily basis.

4. The five logical steps to follow to make decisions are:

· Identifying the problem.
· Generating options.
· Selecting the best option.
· Implementing the decision.
· Learning from the decision.

57
 4.1 Motivation to Learn English
BASIC ENGLISH SKILLS

1. The importance of English.

2. Simple and fun ways to learn English.
3. Tips to learn English more effectively.
MODULE 4

Name the top 3 reasons why you want to learn or improve your English:
Thinking
1. Box
2.
3.

Write 2 ways in which English will help you in your workplace:

1.
2.

Let’s learn the importance of English

Here are 4 ways learning English can improve your life:
1. English is a common language.
English is a global language used to communicate with people from different parts of the world.
Ex: At work, if you meet someone from Japan or Germany, or even from a different state in India,
English is a common language for communication.
English will also help the sign language interpreters and translators.

2. English can help you get better jobs in companies where English will be the language of
spoken and written communication.
In an interview, if you can communicate in English, you will have an advantage over others.
International companies prefer to hire people who know English.

3. Using internet and social media platforms effectively.

These days, all information and news are online, and they are largely in English. Even social
media platforms are usually in English. Though translation is available, it may not always convey
the message accurately. Knowledge of English can help you use the internet and social media
platforms effectively.

4. English can make life fun.

Knowledge of English gives you access to a wonderful world of entertainment! You can watch
and listen to English films, shows, news, videos, etc. and enrich your life.

Learning English is necessary for all of us. Communicating clearly and correctly in English is
important in the classroom and at the workplace. It helps us participate in a wide range of
activities.

58
Let us see how important English is at the workplace. Read the case study below:

BASIC ENGLISH SKILLS

Raju got a job in a startup. He was a part of a small team and his job was to get more business for the
company. The job thus involved convincing clients to buy products by making presentations with details of
the products.

Raju had to present about a particular product. Though he knew the product well, he could not
communicate well in English. As a result, the clients were not convinced about that product.

MODULE 4
If Raju had been fluent in English and acquired new clients:
• he could have benefited the company.
• he would have gained the appreciation of his team, and
• he could have been recognised and rewarded for his work.

So let's set a goal to learn English successfully!

Goal - To communicate confidently in English

Every day is a chance to become better!

Make an attractive poster with this goal and
keep it in your notebook or put it up at home.

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

1.

2.

3.

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

Learning English is an opportunity to grow. It is something to be proud of!

Here are a few enjoyable ways to learn English:

1. Listen to the English language being spoken. Watch

English films or shows, and listen to English songs, audio
books, podcasts, news, etc. The Deaf can watch English
films or shows using captions. They can listen to podcasts
by reading captions and/or the transcripts available.

2. Choose a friend with whom you can practice speaking in

English. Set an 'English Only' rule when you speak to each
other.

3. Read everything you see. If you look around, you will find
that there are many things to read, ranging from books
and magazines to pamphlets and movie subtitles.

59
BASIC ENGLISH SKILLS

I’m fine.
Hi, how are you? How are you?
MODULE 4

Ask your family and friends how they learnt English. Write down what they share:

Let’s learn some tips to learn English more effectively

Here are some tips to help you learn the language more effectively:

1. Try to memorise the spellings of new words. You must learn to use spell check while writing on
your computer.

When in doubt, check for synonyms or meanings of words.

Record yourself while speaking in English on your phones. This will help you know how you
2. sound and improve your pronunciation.

The Deaf and persons with locomotor disability can read sign boards which will help them learn
and remember the correct spellings of different words. The blind can ask their friends to read
3. and/or spell out sign boards, names of hotels, etc.

There are many words in the English language that sound similar but have different spellings
and/or meanings. These are called homophones. It is important to clarify the spelling and
meaning of such words before using them. The blind must check the spelling before using
homophones. For the Deaf who lip read, the lip movements of homophones (e.g. 'no' and
'know') will look the same. To avoid confusion, pay attention to the context in which the word is
being used.

Given below are some more examples of homophones.

Add more examples to this list!
No – Know
Were – Where
Hear - Here

60
Remember, don't be afraid to make mistakes. If you are struggling with

BASIC ENGLISH SKILLS

complicated words or a difficult sentence, look them up on Google for their
meanings and pronunciation

Keep practising and you will surely succeed!

MODULE 4
Activity
1. Building confidence comes from recognising what you Time!
are good at. Give yourself three compliments!
(For example, if someone asks your best friend what they liked about
you, what would they say? Write it down.)

1.
2.
3.
Wow! You are truly awesome!

2. Write 2 specific things you will do in the next 30 days to improve your
English:

1.
2.

3. Allot a page in your notebook to note down 5 new words that you learn
every day. Those using computers or recorders can dictate words into
their devices.

What I learnt today:

Put a if you know this topic well.
1. English is a global language used for communication.

2. Knowledge of English is important to get a job.

3. English allows us to use the internet and social media platforms

effectively.

4. There are many fun ways of learning English.

5. There are different tips you can follow to learn English effectively.

61
 4.2 Describing Words, Objects,
BASIC ENGLISH SKILLS

Surroundings and
Processes
MODULE 4

1. Adding information to naming words using describing words.

2. Usage of describing words related to size, shape, texture, and colour.

1. Do you know how to describe the things around you when you see them
or hear about them?
Thinking
Box

2. Describe the breakfast you ate before you came to the class.

3. Describe your best friend.

Let’s learn about describing words

Words that are used to describe things are called adjectives. We use adjectives to add details about
something or someone.
Ex:
1. A red bus
2. A tall girl

In these sentences, the words 'red' and 'tall' are adjectives

because they describe the bus and the girl respectively.
Adjectives add details to make sentences clearer or more
interesting. Look closely at how adjectives are used in the
sentences given below:

• A screwdriver is a useful tool.

• Arjun is wearing a yellow shirt.
• Radha lives in a lovely house.
• Peter is a naughty boy.
• Farah has long hair.

62
 The new sales office is in a tall
Read how Komal is describing her new

BASIC ENGLISH SKILLS

green building. There is a small
sales office and answer the question below. beautiful park next to it.

What adjectives did Komal use to describe

the new office?

1.

MODULE 4
2.

3.

Let’s learn how to use describing words in sentences

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

to describe COLOUR describe SIZE to describe QUALITY

A blue uniform A long bridge A happy face

An orange balloon A large pot A sharp tool

What is the importance of adjectives in our daily lives?

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

The blind can ask for a description from their friends, teachers, or colleagues on how a thing or a person
looks. Let us understand how it is always better to ask than assume with an example:

Suman is blind. She was in a training program. Suman's trainer was a woman of average height with short
hair. She was always dressed in formal trousers and shirts. One day, Suman's mother gave her flowers to
wear in her hair. Suman decided to give her trainer some of the flowers. It was very embarrassing for the
trainer to refuse the flowers. All the other trainees had a good laugh. The trainer had to sit down with
Suman and explain how she looked in reality (short hair!) and how Suman should ask for descriptions and
not assume.

63
BASIC ENGLISH SKILLS

Activity
1. Write 3 sentences to describe your home. Time!
You can use any of the adjectives given below.
Share your answers with your friends in class.
1. Size – Big, small, long, large
2. Colour – White, yellow, green, black
MODULE 4

3. Quality – Beautiful, quiet, clean, happy

1.
2.
3.

2. Add adjectives to the naming words given below:

A ________________ apple.
A ________________ day.
A ________________ lady.
An _______________ class. [Use a describing word starting with a vowel. Ex: Interesting]
A ________________ friend.

What I learnt today:

Put a if you know this topic well.
1. Words that are used to describe things are called adjectives.

2. Describing words add details to make sentences clearer or more

interesting.

3. Describing the size, shape, colour, and quality of things help us

communicate better.

64
4.3 Listening – Being Attentive

BASIC ENGLISH SKILLS

During Communication

1. The purpose and importance of being attentive while communicating.

MODULE 4
2. Practising being attentive to follow instructions correctly.

We pay attention or listen to many things in our daily lives!

Tick the things that you pay attention/listen to regularly: Thinking
Music. Audiobooks. Box
YouTube videos. Audio description of videos.
Voice notes. Videos with sign language interpretation.
Teacher teaching in class. Video captions.
News speeches. Audio transcriptions.

Let’s learn the purpose and importance of being attentive while

communicating
Effective communication is about understanding another person and knowing how to convey your
thoughts. It involves speaking, listening, and understanding well. When you are having a conversation with
someone, it is important to pay attention. This helps us understand the other person and contribute to the
conversation.

Here are some tips to keep in mind to be more attentive while communicating with someone:

Hard of Hearing Deaf Blind & Low Vision

Ask for clarifications if you Make eye contact with the Turn your face towards the
cannot hear what is being speaker and the interpreter. voice so the speaker knows
spoken. you are listening.

Sit in a position that enables Ensure you can see the Practise non-verbal cues such
you to listen better. interpreter clearly. as nodding your head for the
sighted person to know you
are understanding what is
being said.

65
 Being attentive while communicating is an important skill to develop for many purposes.
BASIC ENGLISH SKILLS

Being attentive for information

Sometimes, we are attentive to gain information.
When we pay attention to the news or announcements
in a train station, it is to get specific information.

Being attentive for instructions

We must also learn to be attentive for instructions. In
MODULE 4

the classroom and in the workplace, many instructions

are shared. If we do not pay attention, it is hard to
follow the instructions correctly. Understanding
instructions and information are two of the most
common purposes of being attentive.

Being attentive for relationships and entertainment

Sometimes, our ability to pay attention can also be
useful in other ways. Being attentive to a friend helps
us understand them and build a meaningful
relationship. We also pay attention to music, audio
books, and podcasts for entertainment and pleasure.

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

1.

2.

3.

Think of an instance when you did not follow instructions properly

because you did not pay attention and write it below:

Mention 2 professions where being attentive to what is being

communicated is important. Ex: Counsellor

1.

2.

66
Let’s learn how to practise being attentive to follow instructions

BASIC ENGLISH SKILLS

correctly
Being attentive is like any other skill. You must practise it to become good at it. Here are 3 simple things
you can do to practise and improve your ability to be attentive:

1. Spend 15 minutes every day being attentive to one particular thing like the news or a speech. Avoid
distractions. Do not do anything else while being attentive. If you are being attentive by listening,
using headphones or earphones will help you to concentrate as unnecessary outside noises get
cancelled.

MODULE 4
2. When you are attentive to someone speaking or listening to a recording, summarise what you have
understood. Try to use 2 or 3 sentences to recollect what the person said.
3. While your teacher speaks in the classroom, try to write down the key words being communicated.
This might seem difficult at first, but keep trying.
4. The blind can use braille or a recorder to note down what they are listening to.

Activity
Choose the correct answers to the questions below:
Time!
1. What is effective communication?
a. To understand another person and knowing how to convey your thoughts.
b. To pay attention to what you want to share.
2. Why is it important to be attentive?
a. To forget all the information given by someone.
b. To understand the information and instructions given by the speaker.
3. What does it mean to summarise what you have paid attention to?
a. To recollect everything you have heard in 2 or 3 sentences.
b. To type everything in a document.
4. Why is it important for the Deaf to learn to write in simple English?
a. To communicate with other Deaf.
b. To communicate with anyone who may not know sign language.
5. For the blind to communicate effectively in the sighted world, it is important for them to:
a. Ask a lot of questions to know their physical surroundings.
b. Imagine what is around them.
6. Ashwin, a hard of hearing employee, is not able to get all the instructions given by his
manager. What should he do?
a. Work on tasks assuming he knows what the manager wanted.
b. Ask his manager to share the instructions over an email.

What I learnt today:

Put a if you know this topic well.
1. Being attentive is an important communication skill to get information
and receive instructions from people.

2. While being attentive, it is important to focus on the person who is

communicating, write down the information, and recollect what has
been communicated.

67
 4.4 Asking and Responding to
BASIC ENGLISH SKILLS

Questions

1. Differences between questions and responses.

MODULE 4

2. Usage of phrases and expressions to ask and respond to questions.

1. Imagine that you are meeting the CEO of your dream company!
What are 2 questions you would ask the CEO? Thinking
a. Box
b.

2. Now imagine that the CEO asks you the questions given below.
How would you respond? Write them below.
a. What is a new skill you would like to learn?”

b. “If you could start a company or a business, what would it be?”

3. Think about these situations:

a. Kiran is a person with a disability. She is waiting at the bus stop to go to the Central
Market. A bus stops in front of her. Which is a better question for Kiran to ask the
person standing next to her: Where does the bus go to? (or) Does this bus go to the
Central Market?
Why do you feel the question you have chosen is more appropriate?

b. Manoj is Deaf. One day, some of his friends in class get up and go out. Manoj is not
clear if he must stay or go out. Think of a question Manoj can ask his friend to get
clarity about the situation.

Let’s learn the differences between questions and responses

A question is when you ask someone something.

A question is a type of sentence that we ask or write to get further information. In written language,
a question always ends with a question mark (?). In spoken language, we change the tone of our
voice while asking a question. In sign language, along with using the sign for a particular type of
question, the facial expression changes.

68
Read these sentences out loud. The Deaf can sign.

BASIC ENGLISH SKILLS

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

While asking the question, the tone of your voice must become higher at the end of the sentence. The
expression changes when the Deaf ask questions.

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

MODULE 4
Ex: How are you? Who is your class teacher? What is the time now?

However, not all questions begin with these words. There are many other alternatives that can be used to
frame the structure of a sentence.

Ex: Have you ever tried ice cream with dessert before?
Do you have a pen?
Are you going to see the doctor tomorrow?

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

For example, see the responses given below. Do they make sense to you?

5 PM.
She will.
Not today.

However, when you read these responses along with a question, you will understand them.

Question Response

What time is Reena coming? 5 PM.

Will Reena get my umbrella? She will.

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

Match the questions to the correct responses.

Question Response

Can we use this room? Yes.

What time is the meeting? Of course, you can!

Which fruit do you prefer? I like grapes.

Are you going to class today? It's at 4 PM.

69
 Let’s learn how to ask and respond to questions using the
BASIC ENGLISH SKILLS

correct phrases and expressions

There are many types of questions. Each type of question calls for a different type of response. Here,
we will look at two types of questions:

Wh-questions
Wh-questions are those which start with who, what, when, where, why and how. The question gives
a clear indication of the information that the person wants to know.
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Yes or No Questions
These are questions for which the answer is usually either a yes or a no. When used in a formal
setting, it is good to answer these questions in a full sentence. Avoid saying just “Yes” or “No” as a
response.

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

Sometimes, the answer to the question might not be a yes or a no. In that case, you can respond
using some of the following phrases:
• I'm not sure.
• I don't mind.

When is the
It is at 2pm on Friday
meeting happening?

Do you know how to

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

No, they are not. They Did Rhea come to school today?
cancelled the bridge
project this year I’m not sure.
I did not check.
Are they going to build
a new bridge here?

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 BASIC ENGLISH SKILLS
Activity
1. Read the passage below to understand how important
Time!
it is to ask questions:
Sam worked in a hospital as an administrative assistant. His job was to
coordinate between patients and doctors to schedule appointments.
Sam would fix appointments without checking with the doctors or asking their schedules.

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Many patients would come to the hospital only to find that the particular doctor they wanted
to meet was not available. Doctors and patients would then get irritated and angry.

Sam would feel miserable when people shouted at him. All that Sam had to do was to ask
questions. As Sam did not do that, he came across as an inefficient worker and ended up
losing his job.

Note down any 3 questions Sam could have asked the doctors and patients to be an effective
administrative assistant:

S. No. Questions for Doctor Questions for Patient

Ex: What time will you be available Which doctor would you like
tomorrow? to meet?

1.

2.

3.

2. Mallika is a person with disability. She wants to go out with her friends for
dinner. She calls a restaurant to know if it is accessible. Write the
conversation between Mallika and the restaurant representative. Make
sure that each person asks at least one wh-question and one yes-or-no
question.

What I learnt today:

Put a if you know this topic well.
1. The differences between questions and responses.

2. How to ask and respond to different types of questions (e.g. wh-

questions and yes or no questions) using the correct phrases and
expressions.

3. The importance of asking the right questions to get information and

clarity.

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 4.5 Conveying Information
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to Others

1. Appropriate expressions to use while conveying information to others.

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2. Clearly communicating one's views to others.

If you could communicate with any famous person in the world, whom
would you choose? What would you ask them? Thinking
Box

Conveying information to others requires one to be knowledgeable about

various things such as current affairs, movies, sports, books, etc. What do
you enjoy communicating to others about?

Let’s learn the appropriate expressions to use while conveying

information to others
It is important to convey information in a clear and accurate manner while communicating. However,
good communication is more than just the right words or signs. When we speak, people can hear the
emotions in our voice and see our facial expressions as well.

The blind rely on the tone and words used by the person speaking. The Deaf watch a person's
expressions to understand better. Sign language interpreters usually express themselves using sign
language, facial expressions, and body language.

Expressions of one's voice

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

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

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For the Deaf, emotions expressed through the voice can be conveyed using sign language, facial

BASIC ENGLISH SKILLS

expressions, and body language.

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

Let us understand the importance of using the right expressions while speaking using an example:

MODULE 4
Jerina was a trainee undergoing computer training for the blind. During an interactive game, she was
partnered with Anil, a sighted person. Jerina was supposed to follow Anil's instructions to reach from Point
A to Point B. Between the two points, several obstacles like a bucket of water and stool were kept.

In his excitement, Anil forgot Jerina was blind. He started yelling loudly using sentences like, “Don't go
there!” or “Come this side!”. For Jerina, Anil's instructions made no sense. His yelling made her aware she
might crash into something. Jerina just froze midway.

On the other hand, Jerina's friend, who got clear instructions in a calm voice from her partner, completed
her journey without crashing into any obstacles. If only Anil had said things like, “Please take 2 steps to
your right” or “Take a step back”, Jerina would have understood better.

Expressions of one's face

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

Our faces naturally make expressions to show emotion. So while

communicating, use your facial expressions to match what you
I am writing my
are saying or signing. Eye contact is the most important part of
exams tomorrow
your facial expressions. It helps the people speaking feel
connected to each other. When speaking to a group of people,
shift your gaze from one person to another and make eye contact
with everyone present. Speaking without making eye contact
shows that you are not confident about what you are saying.

Note: For persons who are blind or low vision, it is important to

face the person/people being addressed. Having a proper and
straight posture even while sitting indicates attentiveness.

The Deaf can focus on the sign language interpreter but occasionally look at the speaker and nod to show
that they understand what is being said.

Sometimes, the Deaf may sign to each other and not focus on the interpreter. This may be considered rude
if it excludes others like the hearing persons and/or the speaker. In some cases, it could distract the
speaker as well.

If the Deaf need to say something, they must ensure the interpreter is informed to give voice to their
signing. This will be considered as participation instead of interruption.

Suitable facial expressions + Proper voice tone = Effective Communication

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BASIC ENGLISH SKILLS

Pick a simple, popular story that you know from your childhood.
Practice communicating the entire story in front of a mirror.
Use your voice and facial expressions properly. When speaking or signing in front of the
mirror, do so by maintaining eye contact with yourself. It might feel strange at first, but is
great practice for communicating with other people.

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

MODULE 4

“Apples contain Vitamin C.”

This sentence is a fact. You can check if it is true or false. It does not change from one person to
another or from one place to another.

“Apples are better than bananas.”

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

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

It is very important for persons with disability to be assertive but not aggressive while making a point
or expressing an opinion.

Ex: During a team outing, it very common for persons without disability to get overprotective and
guide their colleagues with disability at every point. In their eagerness to assist others, they may pull
a blind person's cane or push the wheelchair without asking. In such situations, persons with
disability should firmly let the others know that they will ask for help if needed and thank them for
being helpful.

Even when being served at a buffet, persons with disability need not let others take a decision and
serve them without asking. They can ask what each dish is and decide for themselves. At the same
time, it is important to be polite while expressing one's choice.

You can use polite phrases such as:

“I think I will go for rice instead of roti.”

“I would prefer to have just ice cream without fruits, please.”

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

Opinion phrases Examples

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

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

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

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

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 BASIC ENGLISH SKILLS
Activity
Write 4-5 sentences about the place where you live.
Time!
Use the opinion phrases that we just learnt in these
sentences.

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What I learnt today:
Put a if you know this topic well.
1. Facial expressions and voice expressions help us to convey information
and communicate our thoughts clearly.

2. Maintaining eye contact with the people we are speaking to helps us to

communicate confidently.

3. In a conversation, we can share our opinions with people by using

phrases like, “I feel that…”, and “Personally, I think…”.

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 4.6 Kinds of Sentences:
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Introduction

1. Different types of sentences.

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2. How to make sentences for different situations.

Read these sentences out loud. The Deaf can sign each of them.

1. “Is this a mango tree?” Thinking

2. “This is a big mango tree.” Box
3. “Wow! This painting is huge!”

What are the differences you notice between sentences 1, 2, and 3?

Note for the Deaf: While signing, notice how your expressions change with
each sentence.

Let’s learn about the different types of sentences

Sentences are a group of words that convey a single idea. There are 4 different types of sentences
based on what the sentence means. The voice and facial expressions differ for each type of sentence.

Declarative Sentence
I love my cat.
A declarative sentence tells us some My new car is Red.
information, a fact, or an explanation. This is My dress is blue.
the most common type of sentence that we
use. (All the sentences in this section, for
instance, are declarative sentences.) They
always end with a full stop (also called 'period').

Ex:
I love my cat.
My new car is red.
My dress is blue.
Jenny has low vision.
Amish uses crutches.

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Exclamatory Sentence

BASIC ENGLISH SKILLS

I’m so angry with her!
An exclamatory sentence is a sentence which
expresses a strong emotion like anger, surprise,
excitement, or happiness. It always ends with
an exclamation mark (!). Sometimes, the
exclamatory mark is also used for words like
'Oh!' or 'Wow!', which occur in exclamatory
sentences.

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Ex:
I am so angry with her!
Oh no!
You did a great job!
Congratulations!
Give me the keys.
Imperative Sentence

An imperative sentence is a sentence which expresses

a command or an instruction to someone. Instruction
manuals, recipe books, etc. are written like this.

Ex: Give me the keys.

Drive slowly, and take the next right.
Please bring me the jar from the kitchen.

When we give directions to the cab driver or auto driver, we use imperative sentences. Here is an
interesting incident:

Pramod is Deaf-blind. He lives in a PG (Paying Guest accommodation) close to the training centre. One day,
one of his trainers offered to give Pramod a lift to his PG in an auto. The trainer had started learning sign
language recently and knew very few signs. Pramod took his trainer's hand and started showing the
direction the auto should take. On one of the roads, Pramod directed his trainer to take a right turn. It
turned out that the road had many right turns. Pramod instructed his trainer that they had to pass three
road humps or speed breakers and signed to look out for a barber's shop. After that, it was easy to identify
the right turn to take. Finally, they found the PG.

In the above instance, Pramod was able to guide his trainer correctly as his directions were imperative
sentences in tactile sign language.

Interrogative Sentence Where did you keep

the water bottle?
An interrogative sentence is a sentence which asks a
question. Did you know that an interrogative
sentence always ends with a particular punctuation
symbol? Do you know what it is? It is a question
mark.

Ex: Is it raining outside?

Where did you keep the water bottle?
Does this shop sell clothes?

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 Read the sentences given below carefully.
BASIC ENGLISH SKILLS

Rewrite them in the correct box according to the type of sentence.

1. Come to my office later.
2. I have a grey dress.
3. How do I open this box?
4. The car broke down yesterday

Declarative Exclamatory Imperative Interrogative

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Sentence Sentence Sentence Sentence

Let’s learn how to make sentences for different situations

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

Ex: You visited a beautiful park in your neighbourhood. You are writing a text to your friend telling
them about your day.

To share your emotion in the best way to your friend, would you use a declarative sentence or an
exclamatory sentence?

The flowers in the park were beautiful.

Wow! The flowers in the park were beautiful!

The exclamatory sentence is the best way to express your joy to your friend.

Let us look at another example.

You are sitting in a classroom and studying. Another student comes in to take some books and
leaves. He forgets to close the door. What is the correct sentence to use to ask him to close the door?

Close the door.

Please close the door.

Using the imperative sentence 'Close the door' is giving the person a direction or a command.
However, it is not polite to use a commanding sentence while asking someone to do something for
us. It is more polite to ask them the question. So the better option here is to say, “Please close the
door.”.

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 BASIC ENGLISH SKILLS
Activity
1. Megha and Mohan are walking on the road.
Time!
They are having a conversation about their day at school.
Write a short conversation between the two of them.
In the conversation, make sure to include at least one sentence each from
the 4 kinds of sentences discussed above.

MODULE 4
Megha: What an exciting day at school today!

Mohan: Yes, it was. Did you see ________________________________?

Megha:

Mohan:

2. Different types of sentences need different tones (tone refers to your voice
rising or falling) and facial expressions. Practise saying the below sentences
and focus on the different tone and facial expressions you use:
The food is tasty.
Wow, this food is so tasty!
Is the food tasty?
Give me tasty food.

What I learnt today:

Put a if you know this topic well.
1. There are 4 types of sentences - declarative, interrogative, exclamatory,
and imperative.

2. A declarative sentence gives information or states a fact.

3. An exclamatory sentence is used to express a strong emotion like anger,

surprise, excitement, or happiness.

4. An imperative sentence expresses a command or a request.

5. An interrogative sentence asks a question.

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 4.7 Introduction to
BASIC ENGLISH SKILLS

Punctuation

1. Importance of punctuation marks.

MODULE 4

2. How to use punctuation marks correctly.

Do you know the names of the symbols given below?

Match the words to the correct symbols. Thinking
Box
Question mark

Full stop

Comma

Exclamation mark

Let’s learn the importance of punctuation marks

Let us look at an interesting sentence.

“I love cooking my family and my pets.”

What does this sentence mean? Does it mean that

this man loves to 'cook' his family and his pets?

No! What the person is actually trying to tell us is

that he loves 3 things: cooking, his family, and his
pets.

Now let us use punctuation marks and correct the

sentence.

“I love cooking, my family, and my pets.”

This is why punctuation is important. The

punctuation in this sentence makes the meaning

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Here is another example to understand the importance of punctuation.

BASIC ENGLISH SKILLS

Please read both the paragraphs aloud.

1. Oh wow congratulations when do you 2. Oh wow! Congratulations! When do you

have to leave I'll tell everyone and we will have to leave? I'll tell everyone and we
have a small party for you before you go. will have a small party for you before you
Hey, guess what Anil has got a job and he go. Hey, guess what? Anil has got a job
has to leave for the city next week we are and he has to leave for the city next week.

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planning a farewell party for him will you We are planning a farewell party for him.
all come. Will you all come?

Which paragraph was easier to understand?

• The first paragraph was difficult to read and understand, wasn't it? This is because there are no
punctuation marks in it. The second paragraph has punctuation. So it is much easier to understand,
and sounds better as well.

• When we communicate with each other, our voices and facial expressions add a lot to our words. We
stop and pause at the end of sentences. We also ask questions in a particular tone and with a
particular facial expression. We use another tone and facial expression when we are surprised or
excited, which makes it easy to understand what we are saying. However, when we write, we cannot
use our voice or facial expressions. That is why we use punctuation marks.

Punctuation marks are symbols that we use while writing to make a sentence clear and interesting.

Circle the punctuation marks in these sentences:

• Finally, Diwali has arrived! Anita, Mukesh, and Shana are extremely excited. They can't wait
to go to their favourite event of all time - the fireworks exhibition! They run down the stairs
to go to the ground early. Where are the children's parents? They will join them later.

• The three siblings climb a tree, a tall mango tree, to get the best view. Wow! Look at the
colours! There's red, green, yellow, and blue - every colour they could imagine!

Let’s learn the importance of punctuation marks.

Full stop (.)

A full stop is a dot that is always placed at the end of a sentence.

Turn to any other page in this book and look at the sentences. All sentences will end with a full stop.

Capital letter at the beginning of the sentence

The first letter of a sentence is always written as a capital letter.

Again, turn to another page in this book. Observe the sentences. All sentences will start with a capital
letter.

The word 'I' is also always in a capital letter, no matter which part of the sentence it comes in. Ex:
When can I go to school?

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 Comma (,)
BASIC ENGLISH SKILLS

This symbol is called a comma.

The comma is used in a sentence to show a break within the sentence.

A comma is used in a few situations:

1. It is used while making a list of more than 2 things.

• The Indian flag is saffron, white, and green.
MODULE 4

• The boy shouted, screamed, and cried when he saw the clown.

2. It is used in sentences which have two parts that talk about two different things.
• After we eat, we will take a nap.
• The clothes were beautiful, but they were too expensive.

Tip: When typing sentences on a computer using MS Word, it will automatically suggest
corrections when you make a punctuation mistake. If you make any mistakes in grammar, there
will be a blue line under the sentence.

If you make a spelling mistake, there will be a red line under the word.

Activity
Rewrite the following sentences with a full stop at the
Time!
end and a capital letter at the beginning:
1. the dog barked
2. i like to drive my car
3. my father will cook the rice

1.
2.
3.

What I learnt today:

Put a if you know this topic well.
1. Punctuation makes sentences clearer and easy to understand.

2. A full stop is always used at the end of a sentence.

3. The first letter of a sentence is always written in a capital letter.

4. A comma is used to show a break within a sentence.

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4.8 Writing Simple Sentences

BASIC ENGLISH SKILLS

1. Importance of word order in making sentences.
2. How to rearrange words to create meaningful sentences.

MODULE 4
Look around the room that you are sitting in. Observe it for a few minutes.
Write 5 sentences about what you see and what people are doing. Thinking
Note for blind or low vision persons: Ask questions and feel the objects Box
around you to get an orientation of the room. This will enable you to type 5
sentences on what is happening around you.

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

Ex: The little boy is hiding under the table.
What is this sentence about? It is about “the little boy”. “The little boy” is the subject of the sentence.

Ex: Brazil is popular for the game of football.

What is this sentence about? It is about Brazil. “Brazil” is the subject of the sentence.

Ex: Justice is quick and fair.

What is this sentence about? It is about justice. “Justice” is the subject of the sentence.

Every complete sentence has 3 parts:

1. The subject is what or whom a sentence is about.

2. The verb is the action word in the sentence.
3. The object tells us something about the subject.

Subject Verb Object

The little boy is hiding under the table.

Brazil is popular for the game of football.

Justice is quick and fair.

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 In an English sentence, the subject always comes first in a sentence. This is followed by the verb
BASIC ENGLISH SKILLS

(action word) and then the object.

It is important to use the correct word order while forming a sentence. When the correct word order
is not used, it is confusing to understand the meaning of the sentence.

Ex: Listen to the teacher the students. X

This sentence is wrong because the word order is wrong. The subject, “the students”, should come at
MODULE 4

the beginning of the sentence. Let us write the sentence in the correct order:

The students listen to the teacher.

Combine the two parts given below and write full sentences.
Remember to always write the subject first.

Verb and Object Subject

fell down and broke. The red jar

Verb and Object Subject

is going to watch a movie. Nicky's brother.

Let’s learn to rearrange words in the correct order to create

meaningful sentences
We learnt that the subject always comes first in a sentence. The action word or the verb comes next.
This is followed by the rest of the predicate. The verb and the object together are called the
predicate.

You can remember this pattern using these colours. For the blind, you can understand the order of
the sentence by navigating the table from the left column to the right column.

Subject Verb Object

(action word)

The cat runs across the road.

The students listen to the teacher.

You must always use the words in this order to write a correct and meaningful sentence.

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 BASIC ENGLISH SKILLS
Activity
Rearrange the words given below to write correct
Time!
sentences. Use the colour pattern to help yourself.
Note: For the blind, arrange the sentences in a proper
order and remember to insert the correct punctuation.

MODULE 4
Subject Verb Object
(action word)

1. symbolizes / peace. / The colour white

2. the largest continent in the world. / Asia / is
3. walked / Neil Armstrong / on the moon.
4. in Australia. / Kangaroos / live

What I learnt today:

Put a if you know this topic well.
1. The words in a sentence must be written in the correct order.

2. The subject of a sentence is what the sentence is about.

3. The subject always comes first in a sentence. This is followed by the

verb (action word) and then the object.

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 4.9 Reading and
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Understanding Job
Descriptions
MODULE 4

1. What job descriptions are.

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

1. You want to start a business where you prepare pickles and sell them.
You want to hire one person to help you with the business. You want to Thinking
find the best person for the job. Write down 2 skills that the person
must have. Box
a.

b.

2. You are looking for a job. You come across the tasks and skills required
for the role. Will you apply for the job without finding out if you will be
able to do it? Write below what you need to check before applying.

Let’s learn about job descriptions

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

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

Ex: Jobs that require spoken communication like a sales representative or a telecaller are not
accessible for the Deaf. Similarly, jobs like an office cab driver or at an airport baggage counter that
require sight are not accessible for those who are blind.

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Here is an example of a job description:

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Job Title - Office Assistant
Location - Chennai

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

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

Responsibilities and duties

• Answer calls as required.
• Maintain filing and storage systems in the office.
• Schedule travel arrangements for senior executives.
• Greet clients and vendors upon arrival and direct them to the appropriate offices.
• Assist HR with sorting and collating documents.
• Handle all incoming mail.

Qualifications and skills

• Bachelor's degree preferred.
• 2+ years of experience in an administrative capacity mandatory.
• Typing speed: A minimum 60 WPM with 90 percent accuracy.
• Familiarity with MS Office.
• Pleasant and friendly attitude.
• Strong interpersonal communication skills.

How to apply?
Send us an email at [email protected] with your resume.
Applications close on 30th June.

Beena and Vinod both applied for the same job.

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

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 Let’s learn how to relate your skills/education to a job
BASIC ENGLISH SKILLS

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

Similarly, while applying for jobs, it is important to find the right fit. Job descriptions are an important
tool that can help you find the right fit.
MODULE 4

A job description has different sections. Each part of the job description has information that can
help you consider if it is a good fit for you or not. Read each part of a job description and then ask
yourself the question, “Does this description fit me?”.

The different sections of a job description are given below:

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

Summary
Some job descriptions have a short summary with details about the company and the job.
This section can give you important information about the culture of the company.

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

In the above example, this summary tells you that it is a small company. So if you prefer to
work in a large company, the summary helps you understand that this company is not a
good fit for you.

Responsibilities and Duties

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

While reading the responsibilities and duties, ask yourself these questions:
• Have I had similar responsibilities and duties before?
• Would I enjoy working on these things?
• Do I have some skills that can help me fulfil these duties well?
• Are there any disability-related barriers I may face while working on these tasks?
If yes, what solutions can I use to overcome these barriers?

If you answered 'yes' to some of these questions after reading a job description, the job is
probably a good fit for you.

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 BASIC ENGLISH SKILLS
Qualification and Skills
This is a list of expectations that the employer has for the applicants. It sets the conditions for
what is required of someone who is applying for the job.

Some qualifications are compulsory. If you do not fulfil such criteria, you cannot be considered for
the job. However, sometimes the word 'preferred' is used. If you do not meet such conditions
which mention the word 'preferred', you can still apply for the job. If you have strengths in other

MODULE 4
required skills, the employer will consider you as a potential candidate.

Other Details
A job description also includes other important details like the job location and the steps to apply
for the job.

Note: Along with matching one's education and skills to the job description, persons with
disability also need to think of other factors:
• The company's Equal Opportunity Policy (EOP) and its provisions.
• Physical accessibility of the workplace (ramps, lifts, washrooms, cafeteria, etc.).
• Distance, daily travel, and transport availability.
• Digital accessibility at the workplace.
• Access to sign language interpreters.
• Availability of workplace solutions to perform all job-related tasks.

Read and understand why accessibility is important for persons with

disability:
Pooja got a job in an MNC during lockdown. She was very happy with the work from
home option. When employees were called back to office, she had to take a cab to her
office every day. She travelled almost thirty kilometres one way. Her office had a shuttle
service which dropped the employees in one common place. Getting a cab or an auto
from the drop off point to her house was a nightmare every day. There was no solution
to this problem as she could not afford to leave the job.

What is the solution to Pooja's problem? If Pooja, a person without disability, can
face this issue, how do you think a person with disability can manage their daily
commute?

89
BASIC ENGLISH SKILLS

Activity
Read the above-mentioned examples of the job description
Time!
carefully. Choose the correct answer to the questions
given below:

1. What is the location for the job?

MODULE 4

a. Chennai.
b. Hyderabad.

2. What does 'Familiarity with MS Office' mean?

a. Having a college degree.
b. Knowing how to use MS Office applications like MS Word or MS Excel.

3. A Bachelor's degree is compulsory for everyone applying for this job. True or false?
a. True.
b. False.

What I learnt today:

Put a if you know this topic well.

1. A job description is a simple document which has all the details about an
available job.

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

3. It is important to read the different sections of a job description

carefully, making note of important details.

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4.10 Writing Applications and

BASIC ENGLISH SKILLS

Cover Letters

1. How to write job applications.

MODULE 4
2. The different types of cover letters.

What details about yourself would you include in a job application?

Thinking
Box

Why do you think it is always good to be honest about your skills, disability,
work experience, and interests? List a couple of reasons. Hint: Companies do
background checks.

Let’s learn how to write job applications

A job application is usually the first step in applying for a job. Companies call for job applications to invite
qualified people to be part of the hiring process.

There are different methods in which a job application can be submitted. It is important to check the job
description document or the company website to know the type of job application they use. The different
methods of job applications are:

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 In-person: In this type of job application,
BASIC ENGLISH SKILLS

candidates might have an in-person interview on

the mentioned date and at the mentioned time
as given in the advertisement. This is a situation
where physical accessibility is important for a
person with locomotor disability.

Paper: In this type of job application, applicants

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can download and print the forms from an online

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

Online Job Application: Some companies have

an online form that needs to be filled and
submitted.

Here are a few common details

required in an online job application:

• Name and contact details.

• Educational qualifications.
• Work experience, including full-time,
part-time, or volunteer work.
• Skills.

Read the instructions carefully and

ensure that all details are correct.

Some job applications also include a question or a task that you must respond with or
complete. The question is usually designed to test important skills that the job will require.
Some examples of these are:

• How many years of MS Office experience do you have?

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

Take some time to work carefully on the task. Note any word limit or other conditions set
for the same.

Note for persons who are blind or have low vision – If the job asks for a paper application, check if
there is an option for an online application. Since online applications may not be fully accessible, take
a sighted person's assistance while filling the form. .

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Email Job Application:

BASIC ENGLISH SKILLS

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

1. Subject line: It is important to make it easy Ex: Sruthi Roshan – Teaching Assistant
for them to find your email. Include your Position
name and the job title you are applying for

MODULE 4
in the email's subject line.

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

person you are writing to, address your
email to them specifically. If a name is not
available, you can start on a formal note.

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

4. Second paragraph: Write a few sentences Ex: “In my position as the student
to explain why you are a good candidate for representative at ABC College, I managed
the job. What can you offer the company? student complaints and worked with the
What skills do you have which can help you college administration to resolve them. I led
do the job well? What are your past a team of 5 other students to start a training
achievements? Highlight your most relevant program for students.”
skills and accomplishments.

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

6. Closing: Use a polite and formal closing like Ex:

“Sincerely” or “Best” at the end of the email. Sincerely,
Use your full name. Sruthi Roshan

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

93
 If you could apply for any job in any company in the world right now,
BASIC ENGLISH SKILLS

which job would you apply for? Write an email application for the same.
Remember to follow the 6 steps given below:
1. Subject line.
2. Greeting.
3. First paragraph.
4. Second paragraph.
5. Last paragraph.
MODULE 4

6. Closing.

Let’s learn the different types of cover letters

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

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

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

1. Application cover letters:

This is the most common type of cover letter and is used to apply for a job. Writing this is similar
to the email application that we learnt about earlier. You send this cover letter along with the job
application.

2. Referral cover letter:

This is a letter that you write when a person refers you for a job or introduces you to the hiring
manager. Seeing the name of the person that they are familiar with in the cover letter makes it
more noticeable.

3. Prospecting cover letter/letter of interest:

If there is a company that you would like to work for, you can write a prospecting cover letter to
them. This type of cover letter is used to ask them for more details about the company and
information on any job openings they might have. It is taking initiative on your own to let the
hiring manager know your interest in working with them.

94
It is very important you mention your disability in the job application and/or cover letter. Along with the

BASIC ENGLISH SKILLS

disability, it is equally important to highlight which solutions you use to overcome any disability-related
barriers. For better clarity, you can make a checklist of your abilities.

To understand how this can be communicated using positive language, refer to Module 12 titled 'Disability
Specific Skills'.

MODULE 4
Activity
Choose the correct answers to the questions given below: Time!
1. What is a cover letter?
a. A letter of introduction.
b. A letter that tells someone why you are a good candidate for a job.

2. What details must be included in the cover letter?

a. Skills that will help you do the job well.
b. Both personal and professional details.

3. Roshan's cousin is friends with the hiring manager at Unlimited Inc. and gives him the
contact details. What kind of cover letter should Roshan write?
a. Referral cover letter.
b. Prospecting cover letter.

What I learnt today:

Put a if you know this topic well.

1. A job application must be filled to provide correct and relevant

information about your skills and work experience to the employer.

2. An email job application includes a cover letter in the body of the email.

3. A cover letter is a document sent with your resume.

4. A cover letter provides additional information about skills and

experiences related to the job you are applying for.

95
 5.1 Importance of
COMMUNICATION SKILLS

Communication

1. Importance of communication.
MODULE 5

2. Characteristics of effective communication.

3. Types of communication.
4. Communication in a non-disabled world.

We can communicate in different ways. Go through the table given Thinking

below. Are these different ways of communication?
Write 'Yes' or 'No' next to each. Box

1. Talking

2. Writing a letter

3. Eating

4. Sleeping

5. Sending a WhatsApp message

6. Signing for Deaf

Let’s identify the importance of communication

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

Communication is important for three reasons:

1. It helps us share our thoughts.

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

2. It helps us describe our feelings.

Sometimes, we want to share our feelings with our
friends and family. We may share our happiness, anger,
and worry - sharing emotions will always make us feel
better! Sharing our feelings is an important part of
communication as well.
3. It helps us learn new things.

COMMUNICATION SKILLS
Communication also helps us learn better. When we
ask questions, we are also communicating. This is
particularly important in a workplace. Asking queries
helps us understand our work better and perform
better at our jobs. Thus, strong communication skills
are important to do well professionally.

Communication is important at the workplace because

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1. It helps me discuss my ideas.
2. It helps me share my feelings.
3. It helps me go shopping.

Let’s identify the characteristics of effective communication

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

Clarity

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

Let's look at an example. If you wanted to ask for extra time on an assignment at work, what would you
say?

Option 1: Option 2:
“I am sorry, I have been unable to “You see, I was very busy and I was not able to
complete the assignment. I need extra understand the question. I am very sorry but because
time to understand the project better. I did not understand it, I did not do the task. I am
Can I please submit it next Wednesday?” working on it but it is not yet complete. Do you think
it would be okay if I sent it to you sometime over the
next week?”

Option 1 has the message (incomplete work), the reason (need for understanding the project better) and a
suggested solution (submitting next Wednesday). It is clear and hence the better choice out of the two
options given.

Asking for clarity

As explained above, clarity is very important for effective communication. Sometimes, if there is no clarity
in what is communicated to us, it is important to ask questions to gain clarity. Sometimes, when sighted
persons communicate, they may assume the blind person will understand everything they are referring to,
but this may not always be the case. For example, read the sentence below:

“Look how beautiful that is!”

When a sighted person says this, the blind person may think, “What is the thing that is beautiful?”
COMMUNICATION SKILLS

Look how
beautiful Could you please
that is! tell me what you
are referring to?

I was talking
about the
red rose!
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In such situations, it is important to ask for clarity. For example, the blind person can ask:

“Could you please tell me what you are referring to?”

By asking for clarity, the sighted person can rephrase the sentences for easier understanding:

“I was talking about the red rose!”

Completeness

We communicate because we want to share some information. So an important part of

communicating well is sharing the information fully. Make sure that message has all the details that
we want to communicate. If our message is complete, it helps the listener understand us properly
and correctly.

Look at the examples given below. Which is a better way to set up a meeting with someone at the
office?

“Can we have a meeting?” (or)

“I would like to discuss the email I sent you yesterday. Can we have a meeting for 30 minutes at 4 PM
today?”

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

In a workplace, it is very important to make sure that complete thoughts and ideas are
communicated. Let us understand the impact of incomplete communication with an example:

During the team's day out, an email was circulated about lunch in a hotel. The date, time, and name
of the hotel was given. When team members reached the hotel, they had no idea which hall they had
to go to. Finally, they spotted a board indicating where they had to go. The blind team members
found it even more difficult till the hotel staff helped them.

Listening – Being attentive during communication

An important part of communicating well is listening or being attentive. It is not enough if we share
our thoughts. We also need to listen and be attentive when other people speak or sign. Listening well
or being attentive shows the speaker that we are taking the effort to understand them.
Communication methods with the Deaf is through sign language, text messages, and written notes. Sign

COMMUNICATION SKILLS
language for the Deaf is the same as spoken language for the hearing. For the Deaf, focussing on the
interpreter is the same as listening for the hearing.

We can communicate effectively even through written communication:

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

Email 1 Email 2

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Dear Ma’am,
Dear Ma’am,

Please grant me leave next Friday. I am writing to request one day leave next Friday,
on December 23rd 2022. I am scheduled to undergo
Regards, a minor operation and will be back in o翿 ce on
Monday, December 26th 2022.
Sheena
Regards,
Sheena

Now, fill the table below with 'Yes' or 'No':

Email 1 Email 2

Manager knows what day Sheena needs a day off.

Manager knows what date Sheena needs a leave.

Manager knows why Sheena needs a leave.

Manager knows when Sheena will be back in office.

Total number of YES

The email with all four marked 'Yes' is an example of effective communication.

Note for the Deaf: Prepare communication templates to use in situations you may face regularly at
work.

Examples:

Applying for leave

Informing the manager that you will be working from home

Setting up time with your team/manager for a meeting

When these templates are handy, workplace communication becomes simpler!

 Let’s learn about the types of communication
COMMUNICATION SKILLS

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

Verbal or Signed communication

This is anything that we communicate when we speak or sign to

other people. Verbal or signed communication can happen face-to-
face, over the phone, or via online platforms such as Zoom or
MODULE 5

Google Meet. It can be in formal settings like office meetings or

informal ones like when you spend time at a friend's house.

Non-verbal communication

When you are communicating with someone face-to-face, you need

to pay attention to non-verbal communication as well. This includes
facial expressions, body language, posture, and eye contact. Here
are some common examples of non-verbal communication:
•· Fidgeting (Ex: Shaking your legs), or picking at your nails
when you are nervous
•· Yawning when you are sleepy
•· Sitting upright when you are focused

The importance of non-verbal communication in a non-disabled

world will be explained in the next section.

Written communication

This includes letters, emails, and LinkedIn posts. Effective written

communication involves short sentences, vocabulary that is easy to
understand, and a clear message.

Visual communication

Visual communication refers to using pictures or images to convey

a message. This has become a very popular type of communication
in the last few years. Posters, videos, pictures, and movies are all
examples of visual communication.

Visual communication is an important means of communication

between the hearing and the Deaf. Let us take an example of a
meeting. If there is no sign language interpreter to include the
Deaf teammate, one of the colleagues can write the key points on
the board. The Deaf can also use visuals/images during their
presentations to explain concepts easily. Lastly, videos and
PowerPoint presentations along with captions can also be used
during meetings.

However, this is slightly different for the blind. They depend more
on voice and touch. If any images are being shown or discussed in
a meeting, persons who are blind or have low vision can ask for a
description from the presenter or from a sighted buddy. This is
important to get clarity on the information being conveyed.
Let’s learn about communication in a non-disabled world

COMMUNICATION SKILLS
The points in this section will be different for every disability. If you have not faced some of these situations
or examples, reflect on:
a. What communication in a non-disabled world means to you.
b. How you can apply these points while communicating with persons without a disability.

For persons who are blind or have low vision:

We live in a sighted world where everything is visual. This is why it is important to understand the

MODULE 5
importance of sighted behaviour and include oneself in a sighted world.

In any communication, 7% is spoken, 38% is tone, and 55% is body language. So, a person who is blind or
low vision is missing out on 55% of communication. This may cause misunderstandings while interacting
with others.

It is very important for the blind to be aware of their posture and body language. This is because in the
sighted world, posture and body language are important means of communication. Bad posture such as
bending one's head, hunching one's shoulders, and looking as if one is sleeping will not convey the right
message to other people. Let us understand this better with an example:

Sakina! Pay attention!” in a classroom.

????......

Sakina is a person with vision impairment. During a mathematics class, she sat at the back of the room.
While paying attention to the teacher, Sakina's head was bent down towards the table. Suddenly, the
teacher said, “Sakina! Pay attention!” Sakina felt upset. Why would her teacher say that when she was
listening?

Most likely, the teacher would have seen others making eye contact with her and nodding their heads. In
some cases, their expressions may have changed. Since Sakina's head was bent down, the teacher would
not have been able to her face. So, she may have assumed that Sakina was not paying attention.

Let us explore some points of discomfort for a sighted person and look at possible solutions for persons
who are blind or low vision.

Please note: Some of these points of discomfort may be based on assumptions or limited experience of
interacting with those who are blind or low vision.
COMMUNICATION SKILLS

Points of Discomfort for Sighted Person Possible Solutions for Person with Vision
Impairment

Not making eye contact when a sighted Turn your head in the direction of the voice.
person speaks. This communicates that “I am This will communicate that “I am paying
not paying attention” even if you are attention." Lift your head up if you are sitting
attentive. or bend it down if you are standing.

Seeing a person with vision impairment Walking with a cane sends (or
MODULE 5

walking around with hands in front of them communicates) the right message that “I walk
to avoid any obstacles. This may appear like with my friend – the cane!”
they are hesitant to move around
independently. If others are around/in the
way, it could be interpreted as a violation of
their personal space.

When personal grooming is not taken care Always ask 1-2 trusted sighted friends for
of. (Ex: You have a stain on your dress which feedback on how you are dressed.
you are unaware of.)

Person with low vision stands or comes too Maintain appropriate distance while
close by to see the sighted person and/or speaking to sighted persons.
object more clearly.

Person with low vision walks with a head tilt Use a white cane in such situations.
because they can only see from the side.

Weak attention span. Be aware of the problem.

Tendency to get distracted by Remember, it has nothing to do with your
visuals/movements in the background. vision impairment.

Please note: Some of these points will be explored in Chapter 5.4 titled 'Non-Verbal Communication.’

For persons who are blind or low vision, effective communication includes learning how to
communicate with body language by understanding the sighted perspective.

For persons who are Deaf or hard of hearing:

Let us explore some points of discomfort with a hearing person and look at possible solutions for
persons who are Deaf or hard of hearing.

Points of Discomfort with/Assumptions by Possible Solutions for the Deaf and Hard of
Hearing Persons hearing

A hearing person may not approach the Use self-advocacy tools for the hearing
Deaf to interact with them for different person to know about different means of
reasons such as feeling hesitant to communication (Ex: Writing in simple
communicate without knowing sign English).
language, feeling shy to sign, scared to make To know more about self-advocacy, refer to
mistakes, etc. Chapter 12.5 titled 'Gain Respect and Get
Included at the Workplace'.
 COMMUNICATION SKILLS
Points of Discomfort with/Assumptions by Possible Solutions for the Deaf and Hard of
Hearing Persons hearing

Not all hearing persons may use facial Don't assume that the hearing person does not
expressions while talking as each person has like you or want to interact with you based on
their own way of communicating their thoughts their facial expressions. Ask the hearing person
and feelings. if they have anything to share with you
specifically. Observe how they interact with
others.

MODULE 5
Deaf person only making eye contact with the During any conversation, maintain eye contact
interpreter. This might make the hearing person with the interpreter as well as the person
feel excluded or ignored from the conversation. speaking. For instance, in a job interview, if the
employer asks you a question, do not respond
only to the interpreter. Ensure you look at the
employer as well so that they understand that
you are responding to them.

In the hearing world, people call each other by Spend time with the hearing person to assign an
their name. The Deaf refer to people with sign appropriate sign name. Explain the reason for
names. Sometimes, the sign name may be based coming up with the sign name and its meaning to
on the person's mannerisms or features Ex: Short the hearing person.
hair, nose ring, etc. Some hearing people may
take offense or misunderstand their sign name.

They know 1 Deaf person who lip reads and If you are a lip reader, communicate which
assume all Deaf persons know how to lip read. languages you can lip read in to avoid any
misunderstanding.

Feeling that the hard of hearing person may have If you are not able to follow what is being said, be
a bad attitude because they do not respond at all honest and communicate the fact that you have
or do not respond correctly to what is being not understood.
communicated. Understand the context and ask for clarity to
avoid any misunderstanding.
Repeat the person's question before responding
to confirm that you have understood the
message correctly.

The hearing person forgets to include hard of Learn to ask for clarity in different ways so you
hearing person by facing in another direction or don't feel bad for repeatedly asking to be
speaking softly. included.

For persons with locomotor disability:

Kamala and Pranav are persons with locomotor disability. They are both wheelchair users.

Kamala is very fond of sports. She enjoys playing wheelchair basketball and participating in wheelchair
marathons.

Pranav always prefers to be indoors. He likes to read books and watch movies.

Kamala and Pranav have different hobbies. Between the two of them, who is more likely to be energetic?
 If you guessed Kamala, that is correct! When we engage in sports or any physical activity, it impacts
COMMUNICATION SKILLS

our energy levels and personality. This can boost our confidence as well.

Since wheelchair users are in the sitting position continuously, it could impact their energy levels. By
participating in any physical activity, they can find ways to build and sustain their energy. This can
have a positive impact on how they interact with others. Even simple gestures like smiling or nodding
can positively impact how they communicate with others.
MODULE 5

Activity
1. Ask your friend to give you feedback on your Time!
posture and body language. The feedback should
be constructive and not insulting. It is always good
to be open to suggestions. Note down the key
points from their feedback below:

2. For this activity, you need to find a partner. Convey a message

through actions and make the person guess what you are saying.
The Deaf can find a hearing person as their partner for this activity.
Note down your experience below:points from their feedback below:

What I learnt today:

Put a if you know this topic well.
1. Communication is important to share our thoughts, ideas, and
feelings.

2. Effective communication needs to be clear and complete.

3. There are different types of communication such as verbal, non-

verbal, visual, and written.

4. There are certain do's and don'ts which can be followed by

persons with disability while communicating with people in a
non-disabled world.
5.2 Verbal Communication:

COMMUNICATION SKILLS
Writing

1. Letter writing.

MODULE 5
2. Email writing.
3. Resume writing.

What do you use to write letters and emails? Thinking

Fill in the blanks with the correct answers.
Box
1. I write an email using (a pen/an electronic device).

2. I write a letter using (a pen/an electronic device).

Let’s learn how to write a letter

A letter is a form of written communication between two or more people. We can write letters to our
friends and family to keep in touch with them. Letters are also useful if we need to communicate with
government officials or with colleagues in a workplace. Such letters are known as formal letters. Before
the internet was invented, letters were used more commonly. Nowadays, letters through postal service
are known as 'snail mail' or 'slow mail' as it takes longer to reach the receiver.

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

Step 1: Sender's address

Always start with the sender's address
Sender’s address
at the very beginning of a letter. This is
how the reader knows who the letter is Date
from. We must make sure to write our
Receiver’s address
complete address so they know where
to send their reply to. Greeting
Subject
Step 2: Date Body
Letters take some time to reach their
destination. The date is a critical piece
of information documenting when the
letter was sent.

Step 3: Receiver's address

Just like you wrote your address, you
also need to write the address of the
receiver or reader. This helps make
sure that the letter reaches the right
person.
Signature
 Step 4: Greeting
COMMUNICATION SKILLS

We all say “Hello” when we answer a phone call. It helps us start the conversation and greet the
person we are speaking with. In the same way, we need to write a greeting in our letter as well.
Common greetings include “Hi,” “Hello,” or “Dear ___” where you write your receiver's name.

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

subject in informal letters.

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

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

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

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

Your address. A greeting to your friend. Your account number.

The date. Your phone number. Your signature at the end.

Your friend's address.

Let’s learn how to write an email

An email is a letter that we send through the
internet using an electronic device. It is a lot
faster than posting a letter! Today, emails are
an important form of communication. People
write emails for work and to their friends as
well. Let us learn how to write an email:
1. First, to write an email, you need to
log in to your email ID.
2. Once you log in, you will see a
“Compose” or “New Email” button on
your screen. Click that and you are
ready to get started!
Sending an email is a three-step process:

COMMUNICATION SKILLS
Step 1: Receiver's email ID

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

Tip: Remember to check the spelling of this email ID carefully. If we make a mistake, we could
send the email to the wrong person.

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Step 2: Subject line

The subject line describes what our email is about. Let us look at some examples of subject lines:
1. There is a function in your family that you have to attend on November 24th. You are working in a
company and need to apply for leave for that day. The subject line could be “Leave Application:
November 24th”.
2. Your uncle has sent you new earphones as a birthday gift. You are sending an email to thank him. The
subject line could be “Thank you for the birthday gift!”

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

Step 3: Body of the email

This is where we write everything we want to say. Just like a letter, we need to start with a greeting. If we
are writing to someone we know well, we can use informal greetings like “Hi”, “Hello”, or “Hey”. If we are
writing to someone we do not know well, use a formal greeting. This is usually “Dear ___”. The blank can be
filled with their name or with “Sir/Ma'am”.

After the greeting, we can write about what we wanted to share. We need to be clear with what we want
our receiver to know. Keep the email short. Once we are done, we should remember to sign off our email
just like a letter. Examples of formal endings are “Regards” and “Sincerely”. At the very end, we must add
our name and email address. For example, a formal email could end like this:

Regards,

Maria Rose
ABC Pvt Ltd
[email protected]

Tip: Once you are done writing your email, don't forget to press 'Send'! Once you click on 'Send',
the email will leave your email ID and reach the receiver.

Which of the lines given below are good subject lines? Remember: Subject lines should be short and easy
to understand! Tick the one that sounds like a better subject line.

• Happy Birthday!
• Last Sunday, I went to watch a movie and I really liked it but I am still not sure who that actor was.
 Let’s learn how to write a resume
COMMUNICATION SKILLS

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

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

Name
When we are introducing ourselves to someone,
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what is the first thing we tell them? Our name! It

should be the first thing on our resume as well.
Our name should be at the very top in a large font
which will be easy to read.

Contact details
If the company likes our resume, they will want to
speak to us and get to know us better. They will
want to contact us and schedule a meeting on the
phone or in person. To make it easy for them to
reach us, we should include our phone number,
email ID, and address at the top of our resume.
Our address is important because it shows which
city we live in as well.

Education
In this section, we describe what we have studied.
We should start from the most recent educational
qualification and include our Class 12 and Class 10
performances as well. The percentage marks
should be accurate and not rounded up. If you
have any gaps in your education because of your disability, it is important to be transparent about it.

Experience
In this section, we should talk about any work experience we have. This could be full-time, part-time,
internships, informal, or volunteer work. We should remember to include our role, the organisation's
name, the time period we worked, and a few lines about what we did during our time there.

In this section, you can also include any important projects you have worked on as part of your
education and training. If you have any informal work experience (Ex: Working in your uncle's petty
shop), you can include that as well.

Tip:
Start from your most recent experience. If you are a fresher, do not be afraid to skip this
section. It is okay; you are at the beginning of your journey.

Skills
The final section of our resume should talk about our skills. This can include languages we know and
software we are comfortable using (such as MS Word and MS PowerPoint).

Persons with disability can decide if they would like to include their disability in the resume. If you
would like to mention your disability, use positive language and highlight the solutions you use. This
is very important as the company may be hiring persons with disability for the first time.
For more information about writing a resume, refer to Chapter 11.4 titled 'Building My Resume'.

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

MODULE 5
Activity
Learn how to use LinkedIn as a platform to reach out to Time!
potential employers and recruiters. Start with creating a
profile on this user-friendly portal. You can have a tag line
that tells viewers that you are a fresher looking for a
suitable job. Make sure you have all the educational details,
volunteering job details, etc. ready. After completing your
profile, make sure you check it periodically. Keep it updated
with new details about yourself.

What I learnt today:

Put a if you know this topic well.
1. Letters are written with pen and paper. There are six steps to writing
a letter.

2. Emails are like letters but are sent on the internet using a digital
device.

3. A resume is important when applying for a job. There are different

sections in a resume such as contact details, education, experience,
and skills.
 5.3 Non-Verbal
COMMUNICATION SKILLS

Communication

1. The meaning of non-verbal communication.

MODULE 5

2. The appropriate spatial distance for formal and informal communication.

3. The importance of maintaining appropriate body movements and appearance.

Identify if the following are verbal or non-verbal communication: Thinking

1. Winking. 4. Staring. 6. Screaming. Box
2. Smiling. 5. Shaking a finger. 7. Whispering.

3. Telling a joke.

Let’s learn the meaning of non-verbal communication

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

Non-verbal communication helps to emphasise on what was said using

words. For example, if a person needs to communicate that they are sad,
he/she will say, “I am feeling sad”. When we see them, we will also see
them crying or with sad expressions on their face. If we think carefully,
we react more to expressions like crying or a sad face than to the words
'I am feeling sad'. More than just words, we understand expressions
better. Therefore, non-verbal communication is a very effective way of
communicating. Sometimes, it is more powerful than words!

For example, while watching a scary movie,

without making a sound, you tightly hold the
hand of the friend sitting next to you. Here,
you have communicated to your friend
without using any word that you are scared.
Even if your friend is Deaf or blind, you
would have communicated your emotion.

When you hear that someone close to you

has died, your friend will reach out to put a
comforting hand on your hand or on your
shoulder. The communication here needs no
words.
Nowadays, we use a lot of emojis to express what we want to say in messages to make it more effective.

COMMUNICATION SKILLS
Emojis are smileys, gestures, pictures, etc. They should be used with caution as we can convey a very
wrong message by using the wrong emoji.

Ex: Sending a 'red heart' to anyone at the workplace is not appropriate. Similarly, sending a grinning smiley
when someone has sent a sad message can make the other person angry.

Note for the Deaf: If you are not comfortable writing long sentences, the appropriate emoticons/emojis
can help you convey your thoughts and feelings.

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Note for the blind: If you are not able to visualise an emoticon or guess its meaning, ask a sighted person
instead of assuming.

There are 6 ways in which non-verbal communication takes place:

Expressions using our face: Body posture:

Through expressions on our face, we show how The way we stand, sit, or use our body shows
we feel. It is a great way to communicate! how we feel about ourselves and others.

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

Eye contact: Tone:

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

Why do you think non-verbal communication is important to convey

a message?
 Let’s learn about the appropriate spatial distance for formal
COMMUNICATION SKILLS

and informal communication

Mohan is a person with low vision. When he met his team
member Maya for the first time, he stood close to her to see
her a bit more clearly. When Maya noticed how close Mohan
was standing during the conversation, she became a little
uncomfortable.

Why do you feel Maya was uncomfortable in this situation?

MODULE 5

Let us understand what Mohan could have done differently

by learning about appropriate spatial distance.

When you meet a person, you maintain some distance

between yourself and the other person. This is called spatial
distance.

If you meet your friend, you will sit close to him/her. It is

natural to be physically close with your brother/sister and
family members. This is because these are close and informal
relationships. It is fine to stay physically close to people who
are close to you.

However, when you are in a formal environment, distance

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

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

Let’s learn the importance of maintaining appropriate body

movements and appearance
It is important to focus on our appearance including how we look, how we dress, how we sit, how we
stand, etc. The way we look helps a lot in our professional lives. We need not wear expensive clothes,
shoes, or perfume. However, maintaining cleanliness and displaying proper body movements help to
show that we are smart, clean, and dependable. Let us learn how to do this!

The blind need to take the help of sighted friends to understand how sighted people dress for events
or for the workplace, what is the latest way to have your hair done, and how to look like all others in
the office.

Example for the blind: Sandy is a well-dressed young man. He always dressed formally, with perfectly
matched trousers and shirts. When asked how he managed to match his clothes so well, he smiled
and said he had certain ways to do it. He would wash each set of clothes separately so that he would
not mix up his clothes. He also had certain identical marks for the matching clothes with which he
would identify the exact trousers that go with each shirt.
 Discuss with your blind friends about the methods they use to buy clothes,

COMMUNICATION SKILLS
to wear well-matched clothes, and to look neat and professional.
Write your learnings below:

MODULE 5
Tips to keep in mind for maintaining proper appearance at the workplace:
1. Wear clean and well ironed clothes.
2. Take a bath to keep yourself clean. Use body creams or
lotions if you have dry skin.
3. Cut your nails and keep them clean. Dirty nails will put off
people. Pay attention to your toe nails as well.
4. Comb your hair well. It will help to have a hair style that is
easy to maintain.
5. Carry your things neatly in a simple bag.
6. Do not wear too much makeup or perfume. You will look
out of place if you wear too much makeup where others
may be without any makeup.
7. For men, shave properly. [The blind can learn to use
electric shavers.]

See the images below to understand how to sit and stand properly.

For more information on this, refer to chapter 11.2 titled 'Personal Grooming and Hygiene'.
COMMUNICATION SKILLS

Activity
Imagine that you have to attend an interview in a week. Time!
Now find a partner and make a list of ways in which you will
prepare your appearance for the interview:
MODULE 5

What I learnt today:

Put a if you know this topic well.
1. Non-verbal communication is the sharing of messages without any
writing, signing, or the use of words.

2. Non-verbal communication takes place through facial expressions,

touch, eye contact, and body language.

3. It is fine to stay physically close to people who are close to you.

4. We need to maintain a minimum distance of 4 feet between people in

case of a formal relationship.

5. Maintaining cleanliness and displaying proper body movements are

very important in a workplace.
5.4 Practising Effective

COMMUNICATION SKILLS
Communication

1. Identifying formal and informal communication.

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2. How to introduce yourself effectively.

1. Who was the last person you spoke to? Thinking

How did they show you that they understood your message?
Box

2. Think of an instance where the person you were talking to could not
understand you at all or misunderstood what you were saying.
Briefly write down what happened:

Let’s learn about formal and informal communication

Communicating effectively means that the other person has fully understood what you are sharing. You
can know if someone has understood the message by the way they listen, respond, and continue the
conversation. The same goes when someone is talking to you and you make appropriate responses like
shaking your head, nodding, and asking questions. Effective communication in both formal and informal
setting is two-way. The communicator and the receiver are both equally responsible for communication to
be effective.

What do you do if you do not understand what is being said in a formal setting?

Ex: You are in a meeting with your manager. There is a design for a new machine you both are working on.
Your manager comes up with a lot of ideas and talks excitedly. After some time, you cannot understand
what she is saying, but you are scared to interrupt. Now you are in a fix! You cannot ask your manager to
repeat nor can you remember anything she said. This is a waste of both your time and loss of ideas. What
should you have done instead?

Knowing the meeting is important, you should have:

1. Recorded it.
2. Taken a notebook to jot down points discussed.
3. Asked questions for clarification.
4. Asked for important information to be repeated
 Identifying formal and informal communication is very important to communicating effectively.
COMMUNICATION SKILLS

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

Question Formal Communication Informal Communication

Who are you Colleagues and others in the Friends and family
communicating with? workplace, government
officials, and strangers
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Where are you In a workplace or official At home or in other private

communicating? setting settings

Will this communication be Often, yes Usually, no

recorded or looked at again
for important reasons?

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

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

With whom would you speak formally and with whom would you speak
informally? Mark “F” for formal and “I” for informal next to each person:
1. Your best friend.
2. The local Panchayat official.
3. The manager at your new office.
4. Your favourite cousin.

Let’s learn how to introduce yourself effectively

When we meet someone for the first time, we introduce ourselves. The person forms their first
impression of us based on our introduction.

When we introduce ourselves to a new friend, a teacher or an interviewer, they notice two things
about us:

1. Our verbal or signed communication – Information you give about yourself through words
or signs
2. Our non-verbal communication – Information others gather through your body language,
posture, clothes, etc

It is very important for everyone to present themselves in a dignified manner with the right posture,
good personal hygiene, and clear speech. Avoid giving too many personal details about yourself in
the first introduction. A person with disability need not announce their disability as you are a person
first and your disability does not define you entirely. You can mention the disability if you think it is
important as in a class or a seminar where you may need an interpreter or an orientation of the
place.
So when you introduce yourself, you must work on both your verbal or signed communication and non-

COMMUNICATION SKILLS
verbal communication as well:

Verbal or Signed Communication Formal Dress Code

1. Use the correct greeting for the situation.
If it is a formal context, say or sign “Good Neatly
combed hair Neatly
morning!” or “Hello! How are you?” combed hair Minimal
jewellery and
2. Tell or sign the person your name. Share a makeup
little information about yourself like what

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Formal shirt
you do and what your hobbies are.

3. Communicate with your voice or signs

clearly and confidently. For those
communicating with voice, do not whisper
or shout. If you are in a closed room and Formal shirt
& trouser
you cannot see because of your blindness
Formal
or low vision, ask the person next to you trousers
so that you can adjust the loudness of
your voice.

4. If you are Deaf and are using an

interpreter to give voice to your signing,
make sure the interpreter is in front of you Formal black or brown Simple, neutral-
and can see you properly. shoes with socks coloured footwear

Non-verbal Communication
1. Maintain eye contact with the person you are speaking. The blind must face the person they are
addressing even though they cannot make eye contact.

2. Be mindful of your body language. If you are standing, stand straight. If you are sitting, sit up
straight. Do not fidget with any objects using your hands and avoid shaking your legs.

3. Give the person a firm handshake when you greet them.

4. Be dressed appropriately for the meeting. If it is a formal meeting, make sure to wear formal clothes
and formal shoes.

Activity
Momin is going for an interview. Write down what tips she Time!
needs to follow when she meets her interviewer.

How to greet the interviewer

How to sit during the interview

How to talk during the interview

COMMUNICATION SKILLS

What I learnt today:

Put a if you know this topic well.
1. We all spend time and communicate in two kinds of environments - formal
and informal.

2. Formal communication is for communication with colleagues and

employers in the workplace. Informal communication is with friends and
MODULE 5

family.

3. The communication guidelines to be followed are different in formal and

informal settings.

4. When we introduce ourselves to someone, we can make a good first

impression. We must be mindful of our verbal and non-verbal
communication in such instances.

5.5 Workplace Communication:

Introduction

1. The importance of effective communication at the workplace.

2. How to eliminate barriers to effective communication.
How to use text messaging for workplace communication.
About statusing and how it builds trust.

1. You work in a travel agency. Your manager asks you to check Thinking
with 2 other team members and schedule a meeting on
Thursday. How would you do this? Box

2. Let's assume that you are not able to get the other two team members
for the meeting on Thursday. What will you do?
Let’s learn the importance of effective communication at the

COMMUNICATION SKILLS
workplace
Communication at the workplace happens through many channels. During meetings, we speak and listen
to the people in the room. Through emails and documents, we read and write to exchange information. We
make phone calls and video calls to consult with each other. We also send short text messages and share
notes with each other.

When communicating at the workplace, you might be speaking, signing, or writing to a person. For your
communication to be effective, follow the 6Cs of communication while forming your message:

MODULE 5
1. Is it clear?
Are you communicating the information and your views in a way that is easy for
the other person to understand?

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

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

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

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

6. Is it courteous?
Is your communication kind and polite? Have you said ‘please’ while asking for
help and said ‘thank you’ when you received it?
 Remember the activity at the beginning of this section. You are working
COMMUNICATION SKILLS

in a travel agency. Your boss asks you to check with 2 other team
members and schedule a meeting on Thursday. Write an email to your
team members to communicate the same. Check your message and see
if it includes all the 6Cs.

New Message

To
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Subject

Send

Let’s learn how to eliminate barriers to effective

communication
There are specific things that can make it difficult to communicate in a workplace. It is good to be
aware of these difficulties so that you can avoid them. Some of these difficulties are:
1. Language differences:
A workplace often has people from different parts of the country. Think of a team with 10
people: 7 people are from the same city and all speak Marathi. The other 3 people do not speak
Marathi because they come from other places. It is good to avoid speaking in Marathi during
meetings and group discussions because it cuts off communication for those 3 people. In a
workplace, check what is the preferred language and use that for all communication. Lastly, if
you are Deaf, ensure you have access to an interpreter at the workplace.

2. Unfamiliar words:
There are some words that are used a lot that are unique to a particular industry or an office.
You might not have heard these words or phrases in other conversations, but you might hear
them often at work. Ex: You get an email from your team member which says, “The due
diligence for this project is pending. Let us table this for now and circle back when it's done.”
There are some words and phrases in this mail that you might not know but are commonly
used in the office. If you come across words like this, you can use the Internet to find their
meanings. You can also ask a colleague to explain them to you. Deaf individuals can learn new
signs on the YouTube channel of the ISLRTC dictionary.

YouTube Link: https://www.youtube.com/@islrtcnewdelhi4069/videos

3. Different styles of communication:

Communication can be done in different ways depending on the people and the workplace
culture. Some organisations communicate mainly through emails, while some prefer to have
conversations. In some organisations, everyone is required to communicate their work
progress daily or weekly. In others, you only need to inform your boss when you finish a project
or have problems with the project. Observe these differences carefully when you join a
company. In your first few weeks, ask questions to colleagues and to your team leaders. They
can help you understand what style of communication is followed there.
4. Inclusion barriers:

COMMUNICATION SKILLS
Persons with disability may face certain inclusion barriers during workplace communication. It is
important to ask questions, gain clarity, and find different solutions to manage these barriers. If you
are Deaf, use sign language, simple English, templates, and images to communicate your thoughts
and understand others. If you are blind or have low vision, ask for images to have a written
description (alt text) and be sent in advance if they are being discussed in a meeting or a
presentation. If needed, find a buddy at work you can partner with to manage these barriers.

Can you think of a time when you tried to explain something to someone but

MODULE 5
they could not understand you at all? Why do you think communication was
difficult that day?

Let’s learn how to use text messaging for workplace

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

WhatsApp Slack Microsoft Teams Google Hangouts

When the blind are a part of the official office groups on WhatsApp or similar apps, others might share
images or videos without a written description. If you want more information on what has been shared,
you can remind your colleagues to share a brief description and include you.

Email can be used to communicate final decisions and for formal requests. You can use workplace chat to
have regular conversations with your team, ask simple questions, and make quick decisions.

It is important to remember that using chat at work is still formal and in a professional environment. So we
cannot send messages on such apps in the same way we text our friends or family.

Follow these tips while sending text messages for workplace communication.
1. Send messages with correct spellings. Avoid using short forms and slang like “ur” and “omg”.
2. Avoid using too many emojis or wrong emojis.
3. Do not send texts outside of working hours.
4. Use chat to discuss things that need a quick response. If you require a detailed answer or a long
discussion, it is better to talk over a phone call or set up a meeting.
5. Reply quickly to people's messages. If you need more time to respond, send a message such as,
“Hello! I need some time to find an answer to your queries. Can you please give me a day?”
6. Be careful about sending confidential information and documents over chat. Most workplaces have
rules about what should not be shared on chat and must only be shared over email. Check these rules
when you join a company and follow them.
 Let’s learn about stat using and how it builds trust
COMMUNICATION SKILLS

Statusing means to give regular updates about one's work to the team. Let's understand the
importance of statusing with an example:

Jehangir has been given a project by his Team Lead, Zoya. She tells him the work is urgent and needs
to be done in a week.

Jehangir starts working on the project.

On Day 1, Zoya is not sure if Jehangir has started the work.
MODULE 5

On Day 2, Zoya sees Jehangir looking relaxed on the phone.

On Day 3, Zoya still has no information about the work.
On Day 4, Zoya is worried. There is only 1 day left and she has no idea if the work is happening or not.
She tells Jehangir, “Please work on the project. I don't want any delay.”
Jehangir is surprised. He thinks, “I am working hard. Why doesn't Zoya trust me?”
Is Zoya a bad team leader? Is Jehangir a bad employee? What is the real problem?

Now, let's understand what would have happened if Jehangir had given regular updates to Zoya:
Day 1 – Jehangir informs Zoya that he has started the work and tells her what he is planning on
doing.
Day 2 – Jehangir informs Zoya about some problem he is facing and takes Zoya's help to solve it.
Day 3 – Jehangir tells Zoya about the work progress.
Day 4 – Jehangir shares a draft of what he has worked on so far and takes Zoya's feedback.
Day 5 – Jehangir submits the report. Zoya thinks, “It is easy to work with Jehangir! He always kept me
informed. I can trust him with more work.”

Like Jehangir, you can status based on these 5 points:

1. Give daily updates on what is happening.
2. Share brief information about how the work is being done.
3. Check with the Team Lead if the work is being done correctly.
4. If there are problems, inform the Team Lead in advance and share ideas for solving them.
5. If you are not working on the project or task, keep the team informed.

Activity
Azim and Priya are working on a presentation together. The Time!
client changes the meeting time from 10 AM to 11 AM on
Wednesday. Azim texts Priya to inform her. Write the chat
conversation between Azim and Priya:
 COMMUNICATION SKILLS
What I learnt today:
Put a if you know this topic well.
1. Communication at the workplace is important because that is how we
exchange ideas and make decisions.

2. Communication at the workplace must follow the 6Cs. It must be

clear, correct, complete, concise, considerate, and courteous.

MODULE 5
3. Different companies have different communication styles. When we
understand this, communication becomes easier.

4. Workplace communication often happens through chat and text

messages. We must remember to remain formal while sending text
messages for work.

5. When we do statusing i.e. giving regular updates about our work, it

helps builds trust and enables others to plan their work accordingly.
 6.1 Introduction to Digital
ESSENTIAL DIGITAL SKILLS

Skills

1. What is digital literacy?

MODULE 6

2. How is digital technology used in everyday life?

3. The digital skills that are required in the world of work.

In the table below, write Yes next to the digital skills you Thinking
already have: Box
Typing on a computer

Searching for information online

Downloading an app

Sharing photos, videos with others

Sending messages on a mobile

Using email

Let's learn about digital literacy

When we are able to express our thoughts
and understand others' thoughts through any
language, it is called literacy. For example, if
you can read, write and understand Hindi,
you have Hindi literacy. Similarly, if you can
use a computer and the internet comfortably,
you have digital literacy.

Today, the internet is helpful to do many

things - shopping, searching for information,
booking tickets, sending messages, watching
videos, etc. Any person who can use the
internet on a computer, laptop, tablet or
smart phone to do simple tasks is called a
digitally literate person. When someone is
digitally literate, it makes them independent
in their lives.

Be it using Google maps while travelling,

accessing digital books from an online library,
or using UPI apps for financial transactions,
being digitally literate can help us in our day-

124
 We do many activities every day, some require digital literacy, some don't

ESSENTIAL DIGITAL SKILLS

require digital literacy. Read the following list of activities. Do they need
digital literacy? If they do, write YES in the second column:

Activity Need digital literacy

Driving a car

Creating a resume

Calling customer care

MODULE 6
Cooking paneer butter masala

Painting a wall

Let's learn about how digital technology is used in everyday life

Tools such as computers, laptops, smartphones and tablets run on digital technology. To use some of
these tools, we require special training. But, some digital technologies are easy to use. They are also
part of our everyday life.
We use digital technology to do many things, as shown below:
1. Talking to a friend using chat or sign language.
2. Sending pictures and videos to friends and family.
3. Watching videos for entertainment.
4. Listening to music.
5. Find information on Google.
6. Using calendar and address books.
7. Using calculator.
8. Sending information to a co-worker through email.
In addition to the activities mentioned above, given below are some more examples of how digital
technology can enable persons with disability:

Blind or low vision Deaf or Hard of hearing Locomotor disability

Identify colours and currency Communicate with others via Find accessible entrances in
video calls public places

Read hard copies Book on-demand Shop online

interpreters for meetings or
appointments

Find obstacles while Understand videos with Book accessible

exploring the surroundings closed captioning transportation

All of the activities mentioned in this section can be done by persons who are blind
or have low vision using the screen reader software on the desktop or laptop.
On smart phones, it can be done using Tail back (Android) or Voice over (iOS). Persons with low vision
also use the magnifier feature on their computer or mobile phone to perform these tasks.

Persons with locomotor disability can do the same tasks using accessibility services on their mobile
phones like voice control and switch control as well as tools such as speech recognition software and
joystick on computers, and so on.

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 Think about all the ways in which you have personally used digital
ESSENTIAL DIGITAL SKILLS

technology. Write 3 things that you have done with digital technology.
1.
2.
3.

Let's learn about digital skills that are

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required in the world of work

Digital technologies are used in all types of jobs. Digital skills are
important for the workplace today. A person with digital skills is
able to easily use digital devices and the internet to complete all
kinds of tasks at work.

For persons with disability, digital technologies have opened up

many job roles in the private sector.

If you use digital technology regularly in your life, you would also
already have some of these digital skills you need at work:
1. Communicating through emails and chat.
2. Creating and editing documents and worksheets.
3. Using and understanding worksheets.
4. Finding information online.
5. Using online websites and services.
6. Being safe and responsible online.

Please Note – Persons who are blind or have low vision can operate the computer with a
screen reader to perform office related tasks on par with their sighted peers. Persons with
low vision can use magnifier or high contrasts based on the level of their vision status.

Persons with locomotor disability can operate computers using different methods and assistive
technologies. These include speech recognition software, onscreen keyboard, with devices like joystick, one-
handed keyboard, different types of mouse (e.g. camera mouse), and so on.

Activity
What is your dream job? What digital skills do you need to Time!
be successful at that job?

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 ESSENTIAL DIGITAL SKILLS
What I learnt today:
Put a if you know this topic well.
1. Digital literacy is the ability to comfortably use different digital tools
and the internet.

2. Digital literacy is needed to stay updated in the world today. It is

helpful to do many tasks quickly.

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3. Some common digital skills needed in everyday life are
communication, searching information, using websites and services,
and being safe and responsible online.

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 6.2 Basics of Computers
ESSENTIAL DIGITAL SKILLS

1. How to recognise and understand the parts of a computer.

2. About the functions of the important parts of a computer.
3. How blind persons can operate a computer with a screen reader.
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There are many parts in a computer or laptop. Thinking

Note down the parts which you know: Box

Let's learn to recognise and understand the parts of a computer

A computer is an electronic device. Be it school, banks, shops, railway stations, hospital or your own
home, computers are present everywhere, making our work easier and faster for us. Since
computers are an integral part of our everyday existence, we must know what they are and how they
function. Let us start with defining the term computer formally.

The literal meaning of computer is a device that can calculate. However, modern computers can do a
lot more than calculate. Computer is an electronic device that receives input, stores or processes the
input as per user instructions, and provides output in the desired format. A computer is also known
as PC (Personal Computer).

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

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

A laptop
A laptop is a computer that can easily be carried around and can be
used for a brief period of time without being connected to a power
source.

Many of the parts of a desktop and a laptop are the same, although
they might look different.

Note for persons who are blind or have low vision – Use the touch
and feel method to get an orientation of the different parts of the
desktop computer. While getting a tactile orientation of the laptop
computer, ensure you know where the power button and the
charging port are.

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 ESSENTIAL DIGITAL SKILLS
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Parts of a desktop computer: Parts of a laptop computer:
• Monitor. • Screen or monitor.
• Keyboard. • Keyboard.
• Mouse. • Track pad.
• CPU (Central Processing Unit). • Web camera.
• Web camera.
• Speakers.

List down all the parts of the desktop shown below:

Note for persons who are blind

or have low vision – Make a list
of all the parts after you feel a
desktop computer.

Let's learn about the functions of the important parts of a computer

All computers have 3 kinds of parts:

Input Unit Central Processing Unit (CPU) Output Unit

1. Input Unit:
The input unit of any computer includes all the parts that you can use to tell the computer what
to do and give the computer information. They are parts that you can use to send instructions
from the outside into the computer. The input units are easy to touch and feel.
a. Keyboard: used to put characters into the computer.
b. Mouse: used to move the arrow/pointer on the computer.
c. Microphone: used to send sound into the computer.
d. Web Camera: used to send video and pictures to the computer.
e. Track Pad: The track pad is found commonly on laptops and does the same thing as a
mouse. It is also used to move the arrow/pointer on the computer.

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 2. Central Processing Unit:
ESSENTIAL DIGITAL SKILLS

The CPU is the brain of the computer. The CPU understands your instructions correctly and
completes the tasks that you ask it to. The CPU is where all the data and information are stored.
The CPU for a desktop computer is usually a rectangular box that you use to turn on and off the
computer. The CPU for a laptop computer is inside the laptop unit, usually under the keyboard
section.

3. Output Unit:
The output unit of any computer includes all the parts through which the computer displays
and shows things to us.
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• Monitor: When you type something on the keyboard, it is shown on the monitor. When
you click on a video with the mouse, it is displayed on the monitor
• Speakers: The speakers play the sound of any media file that you open on the computer
or the sound from online meetings that you are attending. This unit cannot be touched.

Let's learn how blind persons can operate a computer with a

screen reader

Please Note –
This section of the chapter is only applicable for persons who are blind or
have low vision.

Introduction
In this workbook, all chapters with an explanation of screen readers are based on the NVDA screen reader
software. To get a practical experience of these chapters, please ensure you have installed the NVDA screen
reader software.

A screen reader is a software application that enables persons who are blind or have low vision to use
computers and other digital devices. It works by reading aloud the content of the screen and providing
auditory cues to the user. It converts the text on the screen into synthesized speech, which is then read out
loud to the user through a speaker or headphones. It also uses other auditory cues such as sounds and
tones to help the user navigate through menus, buttons, and other graphical elements on the screen.

Screen readers are an essential tool for persons who are blind or have low vision to access
information and interact with digital content. It can be used on desktop computers, laptops,
smart phones, and tablets. It is an important component of accessibility for digital products and services.

There are different types of screen readers available for the Windows operating system. These are:
1. JAWS (Job access with speech).
2. Narrator (Windows operating system default screen reader).
3. NVDA (Non-visual desktop access).

NVDA and JAWS are the most popular screen readers available as they are compatible with most
applications. NVDA is an open source software. To know more and download, visit the link given below:
https://www.nvaccess.org/

Keyboard Orientation
While sighted persons use the mouse to operate the computer, persons who are blind or have low vision
listen to the screen reader and give instructions through the keyboard. Understanding the screen reader
accent and being oriented to the keyboard are essential skills for a blind person to work on the computer
comfortably.

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 ESSENTIAL DIGITAL SKILLS
Keyboard orientation involves getting familiar with the keys and proper finger movements
to use the keyboard effectively.

Generally, the keyboard layout for the desktop computer and laptop is the same. The key components
include:

1. Function keys: F1 to F12.

2. Alpha numeric keys: Divided into 4 different rows.
Numeric keys: These are right below the function keys (0 to 9). When we add the Shift key while typing

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along with these numbers, we can type special characters such as !, @, #, etc.
Alphabets: This will be divided into three different rows: Home row, Top row, and Bottom row. These
rows will be included with a few special keys as well.
3. Control keys: Includes left control, left windows, left alt, spacebar, right alt (right windows application
key on desktop computer), right control.
4. Navigation keys: Includes up arrow, down arrow, left arrow, right arrow, home, end, page up, page
down, and delete.
5. Special keys: Includes escape, draw, tab, caps lock, left shift, right shift, enter, backlash, backspace,
etc.
6. Numpad/Full size keyboard: This will be located at the right side of the keyboard and will have
numbers o to 9 along with the mathematical symbols. Some laptops also have the numpad.

To get an orientation of the keyboard and keys, screen reader users can use the command Insert + 1 to turn
on and off the input help. When the keyboard input is on and any key is pressed, it will be read out by the
screen reader. This can help the user be familiar with the key and its location.

Follow the instructions given below to practice typing:

1. Place your left index finger on the 'F' key and let the other three fingers fall naturally onto the 'D', 'S',
and 'A' keys respectively.
2. Place your right index finger on the 'J' key and let the other three fingers fall naturally onto the 'K', 'L'
and ';' keys respectively.
3. Both thumbs should rest on the spacebar, but only the right thumb should be used to press the
space.
4. The same finger position must move on to the letters on the respective rows (top and bottom rows) by
listening to the screen reader.

Desktop Access
So far, you are familiar with the term desktop computer. But that desktop computer is a
physical computer. It is a computer where all the different parts are separately connected to
the power and placed together on a desk. Now, you will discover the desktop screen which is available
inside computer.

Scenario: Raghu is a person with low vision working as a front office executive. One of his responsibilities is
to maintain the contact details of the customers, employees etc.

For maintenance purposes, he creates new contacts and updates the existing ones whenever there are any
changes. He saves the contact details file on the Desktop as he uses this file often.

If an employee needs the contact details of a customer or other employee, they contact Raghu.
Raghu is able to get the details quickly because accessing files from desktop is easier than accessing files
from a different location in the computer.

What is desktop? How can one access items from the desktop?

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Desktop is the first screen which you get after logging into your computer. It is used to keep
frequently used items. It is in a rectangular shape and the items are arranged in rows and
columns.

Follow the steps given below to navigate the desktop:

1. Windows + m or Windows + d commands will take the focus to the desktop.
2. When the focus moves to the desktop, the user can confirm the screen by checking the title with the
command insert + t. The screen reader will announce as Program Manager/Desktop/Explorer.
3.
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The first letter of the item can be used to navigate through the different items on the desktop.
4. The enter key can be used to open any items on the desktop.
5. To confirm the opened item, use the insert + t command.
6. To close any opened item, use the alt + F4 command.

Here's a re-cap of the key commands:

Key command Function

Windows + m To go to desktop
Windows + d

Insert + tab To know the number of available items and to know the currently
focussed item

Insert + t To check the title

•
Insert + up arrow To know the selected item

Insert + up arrow twice To check the spelling of the selected item

Alt + F4 To close the item

Switching Between Applications

Now, let us understand how to switch between multiple opened applications.

Scenario:
Rubina is a blind person pursuing her 12th standard education. Since she knows how to operate a
computer, her accounts teacher gives assignments in the form of notepad documents. To do the
assignment, she follows these steps:

Step 1: Rubina opens the assignment file and calculator from the desktop.
Step 2: She reads the instructions from the assignment paper.
Step 3: She switches to calculator in order to do the calculation.
Step 4: She switches back to the assignment file to write the answer.

She follows the same steps to answer the rest of the questions in the assignment file.

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 ESSENTIAL DIGITAL SKILLS
Whenever we open multiple applications on our computer, all the opened applications get
stored and arranged next to one another on a place called Taskbar. It is a thick horizontal
bar located below the Desktop screen. To access the items from Taskbar, there are many ways.
The easiest way is using the command Alt + Tab. While using Alt + Tab, the focus moves from one
application to another application. By checking the title, we can confirm the active window.

Windows + t command takes the focus to the Taskbar.

Like any other application, the Taskbar has its own elements:

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1. Start button.
2. Running application toolbar (of all the opened applications).
3. Notification area: Windows + b command takes the focus to the notification area. Different options
like internet connectivity, battery status, speaker volume, etc can be accessed.

Let us understand how to use the Alt + Tab command to switch between multiple applications:
• Hold down the Alt key. Then repeatedly press the Tab key for the focus to move from one opened
application to another.
• To keep the focus on a particular opened application, when you hear the name of the application
you want, leave both the keys.
• Check the title and confirm whether the focus is on the same application or not.
• Pressing Alt + Tab moves the focus between applications clockwise.
• Pressing Shift + Alt + Tab moves the focus between the opened applications anticlockwise.

Here's a re-cap of the key commands:

Key command Function

Windows + t Alt + Tab Take focus to the taskbar

Shift + Alt + Tab Switch between the multiple opened applications clockwise

Windows + b Switch between multiple opened applications anticlockwise

Take focus to the notification area

Opening Items
You have learnt how to open items from the desktop and switch between multiple opened
applications. Now, you will learn how to open any items from the computer.

Scenario: Kamal is working in an administrative office. His manager had instructed him to submit the
overall bill of newly purchased materials for office. Kamal was bit tensed because he felt he is poor in
maths. He had requested his colleague to help him on this. His sighted colleague came forward and started
explaining, “The calculator application on the computer helps to do the calculation easily.” Kamal replied
saying that item was not available on the desktop.

Kamal's colleague then explained how the desktop is used to keep frequently used items. So all the items
available on the computer will not be on the desktop. Instead, you can use the search option of the Start
menu to open any items like programs, files, and the installed applications/software. While the Start menu
has many other options and is mainly designed for sighted users, the search option is more convenient for
screen reader users.

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ESSENTIAL DIGITAL SKILLS

Follow the steps given below to open items from the Start menu:
1. Press the Windows key to activate the search option of the Start menu.
2. Type the initial three letters of the application in the search box.
3. The search results will be displayed on the right side of the window. The up arrow and down arrow
can be used to navigate through the search results.
4. Press the enter key to open specific items from the search results.

Here's a re-cap of the key commands:

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Key command Function

Windows key Activate the Start menu

Insert + Tab Check the focus element

Up and down arrow Navigate through the different search occurrences

Enter key To open item

Insert + t Check the title

Managing Files and Folders

So far, you familiar with opening items from the desktop and using the search option of the Start menu. In
this section, you will learn to manage files and folders on the computer.

First, let us understand what the folder hierarchy is and how to open the relevant files from this folder
hierarchy.

Scenario:
Do you know how physical files and documents are maintained in offices? File cabinets and shelves are
used to keep all the files and documents in the proper order. This could be in a year wise arrangement or in
a section wise arrangement. Similarly, in a computer, we have folders in drives to keep our files and
documents in the proper order. This could be in a year wise arrangement or in a section wise arrangement.
Similarly, in a computer, we have folders in drives to keep our files and documents. In these folders, we
have sub-folders and files. The files store data in different for mats such as text, image, audio, video, etc.
Few examples of file formats are MS Word document, text document, portable document format, MP3,
JPEG, etc.

Sighted users can easily identify the item by the displayed icons. There is one common icon for folders and
different icons for file types. By pressing the right arrow twice on the item, screen reader users can identify
whether the item is a folder or a file.

Follow the steps below to access files and folders:

1. Press Windows + r to open the run dialogue box.
2. Type C: in the run edit and press enter on it.
3. Check the title and confirm. The screen reader says local disc c.
4. Press insert + tab to know the focussed item and number of available items.
5. Press the letter p till you hear program files (x86).

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 ESSENTIAL DIGITAL SKILLS
6. To identify if it is a file or folder, press the right arrow twice.
7. If the screen reader says file folder, that means it is a folder i.e. a collection of sub-folders
and files.
8. Press enter to open.
9. Check the title. Now, the title has changed from local disc c to program files (x86). The focus is inside
the program files.
10. Press Insert + Tab to check the focused item and number of items in this folder.
11. Press the letter n for NVDA.
12. Press the right arrow twice to understand if it is a file or folder. Usually, if the item is a folder, the

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screen reader will read it as a file folder. Apart from file folders, whatever the screen reader reads
out will be a file.
13. Press enter to open it. The title will be changed from program files to NVDA.
14. Press the end key for the last item in this folder.
15. Check whether it is a file or a folder.
16. The screen reader says 'Application extension'.
17. To come back from any folder in file explorer, use the backspace key.
18. Check the title. The screen reader says Program files (x86). This means the focus has come back
from the NVDA folder.
19. Press the backspace key once again. Check the title. The screen reader says 'Local disc c'.
20 If you press the backspace key again, the focus will come back to the file explorer window.

Let us learn how files can be found easily with a scenario:

Kamal's manager asked him to send an email with last year's annual report. When he started accessing the
previous year folder, he was not able to identify the folder and files. He decided to take his colleague John's
help. Since John was also a screen reader user, he realised the root cause of the issue. He told Kamal, “In
file explorer, there are different views. For screen reader users to identify the file and folder, the view should
be set with details view. Only then can we identify the file and folder. If the list view is set up, we may not be
able to identify whether the item is a folder or a file.

Follow the steps given below for setting up the views:

• Open file explorer.
• Press Alt + v for the view tab.
• Press the down arrow for the lower ribbon tab.
• Press tab till you hear the views change to drop down.
• Press the spacebar to expand the drop down.
• Use the arrow keys and press enter on the details view.
• Once the details view is set successfully, press the right arrow twice on the item to read out the
type of file.

Folder Creation
Based on Kamal's performance, his manager decided to assign some more work to him.
His manager said, “I will give you the list of files that I have approved. Please create a folder
with the current year and move files into this folder.”

To complete this task, Kamal had to create a new folder and move the list of approved files there. His
colleague reminded him about key points to remember while creating a new folder:
• Be specific on the purpose of creating the folder and file.
• Have clarity on the location or path to save the folder.
• While creating the subfolder, ensure the main folder is opened. The title should display the
name of the main folder.
• The first letter of the folder should be in capitals.
• The folder name should connect or indicate the information available inside the folder.

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ESSENTIAL DIGITAL SKILLS

Follow the steps given below to create folders:

• Create folders on the D Drive. If you do not have access to the D Drive, create a folder
in a drive that you can access.
• Press Windows + r to open the run dialogue box.
• Type D: in the run edit and press enter to open.
• Check the title and confirm the D drive has opened successfully.
• Press the command control + shift + n to create a new folder.
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Note –
By default, the folder name comes as new folder. To delete the default name, press the backspace
key and write the new folder name. Press enter to save the new name.

With these steps, a new folder will be created inside the D drive. To create any subfolder inside the main
folder, follow the steps given below:

• Open the main folder.

• Check the title to confirm the same folder has been opened.
• Use the command control + shift + n
• Delete the default name and type the new folder name. Press the enter key to save the changes.
• Use the up and down arrow with insert + tab to confirm the newly created folder.

File Creation
Folders can have files in different formats such as Microsoft Word, Microsoft Excel, Microsoft PowerPoint,
Text Document, and so on.

Follow the steps given below to create a file:

• Open the D drive through run dialogue.
• Check the title and confirm the D drive has been opened.
• Open the correct folder. Check the title to confirm if the correct folder is open.
• Press the command Alt + h + w to access options from the Home tab.
• Use the up and down arrow to choose the specific file format (example – Microsoft Word,
Microsoft Excel). Press enter on the format of your choice.
• Any file format comes with a default name. Delete the existing name and type the new name.
• Press enter.
• Press the up and down arrow to confirm the newly created file is available in the folder.

Here are some tips to remember while naming files:

• Ensure the name matches or indicates the content.
• The first letter of the file name should be in capitals.
• If the folder name is being added, ensure _ (the underscore symbol) is added between the file name
and folder name.
• If a file needs to be renamed, it can be done in 3 ways:
a. Pre-fix: Adding a new name at the beginning of the existing file name.
b. Suffix: Adding a new name at the end of the existing file name.
c. Renaming: Completely changing the existing name with the new name.

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 ESSENTIAL DIGITAL SKILLS
A folder or file can be renamed by following the steps given below:
• Keep the focus on the particular file or folder that needs to be corrected.
• Press F2 (function key). When the focus comes to the edit mode, use the usual navigation keys to
navigate through it character by character.
• To pre-fix the name, press the home key and then type the name.
• To suffix the name, press the end key and then type the name.
• To rename, delete the existing name and then type the new name.
• Correct the file name according to the requirement.
• Use the left and right arrows to ensure there are no errors in the file name.

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• Press enter to save the changes.

Moving, Copying, and Deleting File/Folder

After creating a folder or file, it may need to be moved, copied, or deleted. For any of these actions, the
items should be selected. To select more than 1 item, there are two options available:
1. Continuous selection: Shift + down arrow.
2. Non-continuous selection: Control + down arrow + spacebar.

Let us learn more about the three actions:

1. Moving: Removing the item from the original location and pasting into the required location.
Command control + x will be used.
2. Copying: Copying the same items and pasting into another location. The items will be available in
the original place and the new place. To copy, the control + c command will be used.

After moving or copying the items, it can be placed in another location with the command control + v.

3. Deleting: Removing the items from the location. When the delete key is used, the items will be
removed and stored in the Recycle Bin. The Shift + delete key will be used to remove the items
permanently from the system.

Here are some key points to note while taking these actions:
• Be clear on which items to select and its location.
• While acting with multiple items, place the cursor on the first item from where you want to start the
selection.
• Have clarity on the location where the item needs to be placed.
• Decide whether the item needs to be moved, copied, or deleted.

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If file name not been given properly using the rename option we can change it according
to the need.

Given below is a re-cap of the key commands:

Key command Function

Windows + e File explorer

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Shift + Tab To come to Tree view from the list view

Tab To move to List view from tree view

Up and down arrow Navigate between the different items in file explorer
(The first letter can also be used)

Insert + Tab Check the focus item and number of items

Enter key Open any item

Backspace Come out from the folder

F2 Bring focus to the edit mode in file explorer

Control + Shift + n Create a folder

Alt + down Choose the file types from the list

Shift + down arrow Select the item continuously

Control + down arrow and spacebar Select the items non-continuously

Control + c Copy

Control + x Move/cut

Control + v Paste

Insert + shift + up arrow Know the selected items

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Activity
Answer the following questions: Time!
1. What part of the computer is used to type words?
a. Keyboard b. Monitor

2. What part of the computer is used to play sound?

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a. Speakers b. Web Camera

3. What is the brain of the computer?

a. Printer b. CPU (Central Processing Unit)

What I learnt today:

Put a if you know this topic well.
1. There are 2 common types of computers - a desktop and a laptop.

2. The parts of a desktop computer are monitor, keyboard, mouse, CPU

(Central Processing Unit), web camera, speakers.

3. Parts of a laptop computer are screen or monitor, keyboard, trackpad

and web camera.

4. The main function of a computer is: Input Unit -> Central Processing
Unit (CPU) -> Output Unit.

5. Performing basic functions on a computer with a screen reader.

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 6.3 Basics of MS Word
ESSENTIAL DIGITAL SKILLS

1. The basic features of MS Word.

2. The steps to create an MS Word file and save it.
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What tasks can you perform on MS Word? Thinking

Box

Let's learn to recognise and understand the parts of a computer

Here is an empty sheet of paper. Write YES next to what you can use it for in the table below.
Drawing pictures.
Writing a story.
Making a list.
Writing a letter.
Completing homework.
Creating a resume.

MS Word is like a sheet of paper on a computer. You can

use MS Word to do almost everything that you do on a
paper. It is one of the most popular applications used in
an office environment. With the MS Word application, you
can easily perform many activities on a computer. These
include generating reports, drafting official letters,
writing minutes of meetings, preparing resume, etc.

As compared to the Notepad, MS Word has many features

to make the text more attractive. It is like comparing a
basic feature phone to an Android or iOS mobile phone.
The Notepad is like a basic feature phone with limited
options. MS Word is like an Android or iOS mobile phone
with a range of options.

1. Use the plain white space on the MS Word screen to type your text.

2. The MS Word sheet will display the symbol. This is called the text cursor. It allows you to
decide where to type on the page. You can use the mouse or keypad to move the cursor.

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At the top of the MS Word screen, you will see a band. It is called the 'Menu Bar'. The menu bar has
many features. You can use these options to make your text and page look different and attractive.

Let's look at some important features:

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The 'Home' tab allows you to change the font, the size of the font, and the colour of the font.

Bold: (Keyboard shortcut - Control + b)

Use this option to make the letters in your words thicker. Like this.

Italics: (Keyboard shortcut - Control + I)

Use this option to make the letters in your words slant to one side. Like this.

Underline: (Keyboard shortcut - Control + u)

Use this option to underline your words. Like this.

You can use these features to make a list with numbers or bullet points:

Numbered List: (Keyboard shortcut - Alt h+ n)

Use this option to create a list with numbers.

Bulleted List: (Keyboard shortcut - Control + shift + l)

Use this option to create a list with bullet points. You can even choose different types of 'bullet'
styles.

We will discuss a few more interesting features of the 'Home' tab in the next lesson.

This is the 'Page Layout' tab. The main feature

of this is to set the type of page you wish to
use.

To make any changes to the layout of the MS

Word document, explore the Layout tab in the
upper ribbon tab. The key command for this
tab is Alt + p.

This is the 'Page Layout' tab. The main feature

of this is to set the type of page you wish to
use. If you click on 'Orientation', you will get
an option of Portrait or Landscape.

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ESSENTIAL DIGITAL SKILLS

means a horizontal sheet.

Under the Layout tab, there is a feature in

the lower ribbon tab called 'Orientation'.
Under this, you can choose either 'Portrait' or
'Landscape'.

Portrait means a vertical sheet. Landscape

means a horizontal sheet.
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Portrait means a Landscape means a

vertical sheet. horizontal sheet.
For visualisation, if you keep your mobile
vertically (in a standing position with the
charging port facing downwards), it is
portrait. If you keep your mobile phone
Please note: The Portrait format is used for
horizontally (charging port will face towards
all official documents.
the right), it is landscape.

Let's learn the steps to create an MS Word file and save it

Before working on MS Word, it is important to understand its layout. MS Word has certain elements
such as Title bar, toolbars, ruler bar, status bar, scroll bar, working area, etc. Some of the elements
have been explained below:

Title bar:
This displays the title of the window. Press the Insert + t command to know the title of the window
with the screen reader.

Status bar:
This displays information about the currently active document. It includes the page number being
currently worked on, the column and line number of the cursor position, and so on. Screen reader
users can press the Insert + end or the F6 command to know the status of the window.

Work area:
When MS Word opens, the default focus will be on the work area. All major tasks are done here. Any
sort of action done will be done in the work area with a symbol called the cursor. This is displayed in
the MS Word sheet. The cursor, which is a vertical blinking bar, allows you to decide where to type on
the page. You can use the mouse to move the cursor. Screen reader users can navigate the work area
with specific key commands.

Create an MS Word file

The MS Word application can be opened in many ways. The
easiest way is to type 'word' in the search option of the Start
menu.

Alternately, find the MS Word application on your computer.

Click on it.

Select 'New' on the left menu.

Double click on 'Blank Document'.

You can type using the keyboard.

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The steps below are applicable for screen reader users:

At the top of the MS Word screen, there is a band. These are Ribbon tabs arranged horizontally as the
'Menu Bar'. Follow the steps given below to explore these tabs.

• When you open MS Word, check the title and confirm.

• Press the Alt key to move the focus to the Menu bar.
• When the screen reader says 'File tab', repeatedly press the right arrow and go through all the
options in the upper ribbon tab.
• Press the left arrow and bring back the focus to the Home tab.

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• Press the down arrow for the lower ribbon tab of the Home tab.
• Go through all the options in the lower ribbon tab by pressing the right arrow.
• Repeatedly press the Tab key to go through the different elements of the Home tab.
• Press Shift + Tab to take the focus to the previous element.

The names of the Ribbon tabs are: File, Home, Insert, Design, Layout, References, Mailings, Review, View,
and Help.

Under every tab, there is a lower ribbon tab with options.

We will explore further some of the features available in the lower ribbon tab.
Editing and cursor behaviour with screen reader

While making any edits in a MS Word document, a cursor is helpful. Understanding the behaviour of the
cursor is important to make the edits and ensure the document is error free.

In any MS Word document, there could be different types of errors. This could be a missing character/word,
an extra character/word, splitting line, joining line, and so on. Before making any correction in the text,
identifying the mistakes is very important. For this, the cursor needs to be taken to the error word or place.
If there is a spelling error in any word, it will have a red underline. This will help the sighted person to spot
it easily. For a screen reader user, the pronunciation of the screen reader will indicate any spelling errors.
Once the error is found, the cursor needs to be moved towards the error to correct it.

Let us understand this with an example:

‘The computer is an electronic device.’

In this sentence, the screen reader will announce the spelling error in the word 'electronic'. The following
steps can be taken to correct this error:
• Keep the focus on the sentence.
• Press the home key to take the focus to the beginning of the line. Note – When you want to move the
cursor towards the error, always start from the beginning or end of the line.
• For this sentence, the screen reader will read out 'T'.
• Press Control + left arrow.
• The screen reader will read out the word 'The'.
• Repeatedly press Control + right arrow till you hear 'misspelt electronic word'.
• Leave the control and press the left arrow once.
• Screen reader says 'Space'.
• Repeatedly press the right arrow and go through each character of the word 'electronic'.
• When the cursor is at the first 't' of the word, delete it and replace with 'c'. This will change the word
to 'electronic' and correct the error. When the Delete key is pressed, the character to the right side of
the cursor gets deleted. Also, the screen reader announces the letter after the deleted character.
• The same method can also be used to insert an extra character, word, or sentence in the MS Word
document.

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While formatting a document, sentences need to be correctly aligned. Sometimes, different

lines or sentences will be joined together. In such cases, they need to be split into different
lines. Let us understand this with an example:

Dear Sir/Madam, This is to request you to approve my leave from 25th April to 28th April, 2023.

In the example given above, both the lines are joined together. However, for it to be correctly formatted, the
second sentence needs to be split into the next line. In other words,
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Dear Sir/Madam,
This is to request you to approve my leave from 25th April to 28th April, 2023.

Follow the steps given below to split the line:

• Place the cursor where the second sentence starts.
• Press the Enter key to split the sentence.
• Press the up and down arrow to make the lines have been split correctly.

In certain instances, unnecessary blank spaces have to be deleted and lines have to be joined for the
correct formatting. Let us understand with the example below:

Dear Sir/
Madam,
In the above example, these lines have to be joined. In other words,

Dear Sir/Madam,
Follow the steps given below to join the lines:
• Take the focus to the first line 'Dear Sir/'.
• Press the end key.
• The screen reader says 'Blank'.
• Press the delete key for the blank line to get deleted and the lines to join.

Three types of actions can be taken with text. These are Copy, Move, and Delete. Before taking any of these
actions, the text should be in selected mode. The following key commands can be used to select the text:

Key command Function

Shift + right arrow Select the letter towards right

Shift + left arrow Select the letter towards left

Control + Shift + right arrow To select the word towards right

Control + Shift + left arrow To select the word towards left

Shift + end Select the currently focused line

Shift + down arrow To select the lines one below the other

Control + a Select the entire document

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To unselect the last selected text, you can use opposite commands used to select the text.

Once the text is selected, it can be either copied or cut. When text is copied, it is in both places – from where
it has been taken and where it has been placed/pasted. When text is cut, it gets removed from the original
place and is available where it has been placed/pasted.

Let us understand how to move selected text with the below example:
Sentence 1 – The computer is an electronic device.
Sentence 2 – The computer is an device.

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In Sentence 2, the word 'electronic' is missing. To copy the missing word and place it correctly, follow the
steps given below:
• Take the focus to the first sentence.
• Press the home key followed by control + right arrow till you reach the word 'electronic'.
• Press control + shift + right arrow to select the word 'electronic'.
• Press the command control + c to copy the selected word.
• Take the focus to the second line and place the cursor on the word 'device'.
• Press the command control + v to paste the copied text and press the spacebar once.
• Read both the sentences and ensure they are correct.

Using the same method, words, sentences, and paragraphs can be copied from anywhere and pasted into
the required place.

There might be instances where you need to cut the text from one document to another or within the same
document. Let us understand how this can be done with an example:

'The is an computer electronic device'.

In the sentence given above, the words are not in the correct order. To correct this error, the cut paste
method can be used with these steps:
• Take the focus to the sentence 'The is an computer electronic device'.
• Press the home key followed by control + right arrow.
• Take the focus to the word 'computer'.
• Press the command control + shift + right arrow to select the word.
• Press the command control + x to cut the selected word.
• Press the command control + left arrow to take the focus back to the word 'is'.
• Press the command control + v to paste the word from the click board. Press the spacebar.
• This will correct the sentence and make it: 'The computer is an electronic device'.

Using the same method, words, sentences, and paragraphs can be cut from anywhere and pasted into the
required place.

While deleting text, it should also be in the selected mode. While selecting text, you can use all the selection
commands. To delete text, two keys can be used:

Delete key –
This deletes the text after the cursor. It also announces the text which is next to the deleted text. This is
good to use while reading.

Backspace –
This deletes the text which is before the cursor and also announces the deleted text. This is good to use
while typing.

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While reading any document, screen reader users have to use specific key commands.
The key commands given below can enable anyone to use MS Word efficiently:

Key command Function

Insert + t Check the title

Control + home Top of the document

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Control + end End of the document

Right arrow Next character

Left arrow Previous character

Control + right arrow Next word

Control + left arrow Previous word

Down arrow Next line

Up arrow Previous line

Insert + up arrow Read the current line

Insert + up arrow twice Read the spelling of the current line

Alt + down arrow Next sentence

Alt + up arrow Previous sentence

Control + down arrow Next paragraph

Control + up arrow Previous paragraph

Control + page down Next page

Control + page up Previous page

Insert + down arrow Say all

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Document formatting with screen reader

In this section you will learn how to prepare well formatted document using the features of MS Word.
Whenever we prepared any document / report, we consider only when the document is well formatted. The
Home tab contains options to make any formatting changes in the document. This includes font type, style,
size, size, alignment, as well as numbers and bullet points. When a document is well formatted, it makes
the text visible, attractive, and easy to read.

The content needs to be placed based on the type of document. Be default, content is placed in the left

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alignment. However, it can be also be placed in the right or centre alignment.

When the document contains a list of items, number or bullet points can be used. If the list is based on an
order, the numbering can be used. Alt + h + n is the key command to access the numbered list.

If the items do not follow a particular order, different bullet point styles can be used. Ctrl + Shift + L is the
key command to insert bullet points.

The key commands are provided in the ribbon tabs. While accessing the features, make a note of these
shortcuts so that you can use the features without navigating through the ribbon tab.

To know about other features of MS Word, do explore the upper ribbon tab and lower ribbon tab using the
method shared above.

Save an MS Word file

Click on the Save icon found at the top left of

the screen. Or press Ctrl and S keys on your
keyboard at the same time.

Select the location where you want to save

the file on your computer.

Type the 'name' of your file. Make sure that

the file name is clear, so it is easy for you to
find it.

Click Save.

Screen reader users can follow the steps given below to save a document:
• Press the Windows key to go to the start menu search.
• Type Word in the search edit box.
• When the search results appear on the right side of the window, press enter on it.
• Press insert + t to read the title bar.
• Be default, the focus will be on the work area. Check the focus by pressing insert + tab.
• Based on the earlier section, 'Let's learn how to create and save files', prepare the MS word document.
• Press the F12 key for the Save As dialogue to come up. The focus will be on the file name edit.

Note – If you directly write the file name and hit enter, you might struggle to get the file later.
Therefore, saving the file in the proper location is more efficient.

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• When focus is in the file name edit, press shift + tab till you hear the item view list.
In this, the file will be in the selected mode. However, we will not have the clarity about
the folder. To avoid that confusion, press backspace repeatedly till the screen reader stops.
• Press T for This PC.

Note – If you have below Windows 10 version, press c for computer.

• Press enter to open it.

• Select the drive/folder from File Explorer.
• Press tab till you hear the file name edit again.
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• Type the proper file name and press enter.

Note – Now, the document will display the title with the newly given name.

• Press alt + F4 to close the MS Word document.

Note – As the file was just saved, the MS Word document closes without prompting to save
the file again.

Activity
Choose the correct answer to these questions: Time!
1. What is this application?

a. MS Word b. Windows

2. What can you do with MS Word?

a. Write a story b. Buy a pencil

3. What will happen if you click on this button?

a. The file will disappear. b. The file will be saved.

What I learnt today:

Put a if you know this topic well.
1. MS Word file can be used to write letters, documents, notes, etc.
2. The Home Tab has many options to change the format of the file as
well as the words on the file.
3. Save an MS Word file - Ctrl + S.
4. Making the text bold- Ctrl + B.
5. Underlining the text - Ctrl + U.
6. Changing the text to italics - Ctrl + I.

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6.4 Using Search Engines

ESSENTIAL DIGITAL SKILLS

1. What are search engines?
2. About Google and a few other search engines.
3. How to use keywords to use search engines effectively.

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Have you searched for anything online? Thinking
If yes, what were the last 3 things you searched for online? Box

Let's learn about search engines

Imagine walking into a very big library. The library
has thousands of books. There are books on every
topic - physics, geography, history, science, art, etc.
There are popular books, and some unknown books
too.

Now, if you want to find some information about

the history of Greece. What will you do?

That's right! You will ask someone in charge over

there, like the librarian. The librarian knows where
the different books are kept. If there was no
librarian to help, it could take years to find the one
book that you are looking for!

Nowadays, we don't need to go to a big library like

this in order to get information. We can get all the
information online. All we have to do is type a few
words and we get the information!

Let's understand how this works

All the information is stored on webpages. These web pages are linked and are stored on the World Wide
Web (www). We need an internet connection and a search engine to access the information on the web.

A search engine is like the librarian of the internet! You have to type out what information you are looking
for, and the search engine will look everywhere, and show you all the web pages that contain the words
that you typed or the information that you needed.

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 Q1. What are 2 countries in the world that you would like to learn
ESSENTIAL DIGITAL SKILLS

more about?
1.
2.

Q2. Who are 2 famous people that you would like to find out more about?

1.
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2.

You can use a search engine to find information about these things!

Let's learn about some popular search engines

There are many search engines you can use to You can tell the search engine, Google, what you
find pages on the internet. The most used search are looking for by typing the words in the search
engine in the world is Google. bar.

After typing the words, you must press or click

on 'Google Search' on your screen or the 'Enter'
key on the keyboard.

Let's learn how to effectively use keywords in search engines

It is very important to use the correct words to tell the search engine what to look for. These are
called 'keywords'.

For example, we want to make butter paneer, and we want a typical Indian-style recipe.

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If we type the word 'recipe', do you think you will get the recipe?

ESSENTIAL DIGITAL SKILLS

No! Google will show us all the webpages that contain recipes. It will also have the recipe for butter paneer,
but we will have to go through all the pages to find one recipe!

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So, let's refine our search, and type 'paneer recipe'.

Now, Google will show us web pages with all kinds of paneer recipes like kadhai paneer, paneer handi,
paneer matar, palak paneer, etc.

This search will also have the recipe for butter paneer, but we will have to go through all the paneer recipes
to find out how to make butter paneer.

Let's type 'Indian recipe butter paneer'. Now, do you think we'll get the correct recipe?

Yes! Google will show us the pages with the recipe that we are looking for.

So, we need to be very clear when we are looking for information. We need to type a few keywords that will
help refine our search and help us get the correct information easily.

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Note – The steps given below will enable screen reader users to browse the internet
using Google:

1. Press Windows + R to go to Run Dialog.

2. Check the title by pressing Insert + T. Type the web address www.google.com and press enter.
3. When the Google webpage opens, confirm your focus by checking the title of the window.
4. In an open webpage, the focus will be on the search edit. If not, press the letter e. This will take the
focus to the edit field for you to search edit.
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5. Press enter for the edit mode. Once you are in the edit box, type your keywords in the search edit.
Press enter to begin the search.
6. When the search opens in a new window, check the title. The title will be the name of the search
followed by the browser name.
Ex – You are using Google Chrome as the default browser and want to find the capital city of France.
You can type 'capital of France' in the search bar. Next, press 'Google Search' or the enter key. The
title will display as 'Capital city of France-Google search-Google Chrome'.
7. Once the internet search is done, the search results will be displayed in the form of headings.
8. Press the letter h to navigate through the search results in the different heading styles.
9. When a heading displays the information you are looking for, press enter on that particular
heading to go to its link element.
10. When the focus moves to the next page, go through the page for more information.

For easy and quick navigation of webpages, you can use the key strokes/commands listed below:

Key stroke / command Function

H Next heading

Shift + h Previous heading

T Next table

Shift + t Previous table

Insert + F7 Activate the link element list

G Next graphic

Shift + g Previous graphic

B Next button

Shift + b Previous button

N Next non-link text

Shift + n Previous non-link text

E Next edit field

Shift + e Previous edit field

C Next combo box

Shift + c Previous combo box

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 ESSENTIAL DIGITAL SKILLS
Key stroke / command Function

L Next list

Shift + l Previous list

Tab Next element

Shift + tab Previous element

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U Unvisited link

V Visited link

X Check box

A Radio button

A few other popular search engines that you can use to find information on the internet are:

• Bing. • Yahoo.

• DuckDuckGo.

Find the answer to these questions using the Google search engine.
Go to www.google.com on a computer or a phone.

1. What is the capital of New Zealand?

2. Who is the Prime Minister of Canada?

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ESSENTIAL DIGITAL SKILLS

Activity
Choose the correct keywords to search for this information: Time!

Q1. Birthday of the Prime Minister of India

a. Prime Minister of India birthday.
b. Current Prime Minister of India birthday.
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c. Prime Minister of India.

Q2. Address of Hyundai factory in your town

a. Hyundai address.
b. Hyundai factor address.
c. Hyundai factory address, name of your town.

What I learnt today:

Put a if you know this topic well.
1. A search engine helps you find data stored in the World Wide Web
(www).

2. The search bar helps you find what you need when you type keywords.

3. Bing, Yahoo, DuckDuckGo are a few search engines.

4. The most used search engine in the world is Google.

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6.5 Social Media

ESSENTIAL DIGITAL SKILLS

1. What is social media?
2. About social media profiles on WhatsApp, Telegram, Twitter, Facebook, LinkedIn, etc.
3. About the safety measures on social media.

MODULE 6
Write 2-3 sentences on how social media is helpful in your life. Thinking
Box

Which of these social media sites do you use? Put a tick mark next to it.

Note – If you are blind or have low vision, you can list down the social media sites you use.

WhatsApp Instagram Telegram Twitter Facebook LinkedIn

Let's learn about social media

Social media is any application or app on the internet where we can share our thoughts with other people,
virtually. It connects people from all over the world. We can share text messages, pictures, videos and links.
Social media can be used by anyone having a mobile or a computer with an internet connection.

Different social media platforms have different uses. Some social media apps are used to speak directly to
friends. Some are used to talk to strangers from different parts of the world. Some apps are used to share
photos, videos, write personal stories, etc. Some apps are used especially for finding jobs.

Label the icons with the correct social media app names:

Telegram Twitter
Instagram LinkedIn
Facebook WhatsApp

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 Let's learn about social media profiles on WhatsApp, Telegram,
ESSENTIAL DIGITAL SKILLS

Twitter, Facebook, LinkedIn and more

A profile is a page that contains information about you. On social media apps, you can create your
own profiles. On WhatsApp, you can create your profile by adding your photo, your name and 2 or 3
lines about you.

For example:
Profile picture: (An avatar picture can be added)
Name: Rajeswari
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About: Student at ITI

Read this conversation between three friends,

Sunita, Dinesh and Deepika.

Sunita: Hello Deepika! Did you have a good time at the

cricket match yesterday?

Dinesh: How did you know that Deepika went to watch the
cricket match?

Deepika: I posted some pictures and videos on Instagram from the match.

Dinesh: What is Instagram?

Sunita: Instagram is a social media app where you can post pictures and videos. You can also
watch other people's videos.

Deepika: Yes! I create a profile with my picture and write a few lines about myself. Then I can
'Follow' my friends and they can 'Follow' me.

Sunita: Deepika has many followers. But did you know that Virat Kohli has almost 200 million
followers on Instagram?

Dinesh: Wow! That's a lot of people. Is this the app where people post Reels?

Sunita: Yes, it is! Reels are short entertaining videos that people post on Instagram.

Dinesh: You know, Virat Kohli is also very popular on Twitter. His Tweets get a lot of likes.

Deepika: Tweets? What's a Tweet?

Dinesh: You share pictures and videos on Instagram, right? Twitter is a social media app
where people can share short text posts with their followers.

Sunita: I've read some of your Tweets, Dinesh! They're very funny.

Dinesh: Thanks, Sunita! Yeah, some people share jokes. Others share information and news.
It's even used by some government officials and celebrities nowadays to interact directly with
people.

Sunita: People can like and share other people's Tweets too.

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 ESSENTIAL DIGITAL SKILLS
Deepika: Just like how we can like, share and react to people's posts on Facebook! Dinesh: Yes,
exactly like that. Of course, Facebook is one of the biggest and more popular social media apps in
the world. Did you know that roughly 37% of all the people on earth use Facebook today?

Sunita: Woah! I use Facebook to connect with my school friends from around the world. I can see
their online activity and catch up with their lives.

Dinesh: I also use Facebook Messenger to chat with my friends.

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Sunita: I mostly use the WhatsApp app for sending messages. It's so easy to use.

Deepika: Yes, we can send text messages, images and files to anybody who has WhatsApp.Sunita:
It's also convenient to use WhatsApp for calls, video calls and group calls.
My family uses WhatsApp to do group calls, and talk to each other often.

Dinesh: Do you both use Telegram too?

Sunita: No, I don't.

Deepika: What is Telegram?

Dinesh: Telegram is also a messaging app, like WhatsApp. You can send messages with text, photos,
videos, etc. to people who have Telegram. You can also join groups where people share information
on various topics.

Deepika: That's very helpful! Dinesh: Yes, it is.

Sunita: The social media app that I use to get a lot of information is LinkedIn.

Deepika: Yes, of course. LinkedIn is an app where the focus is on professional, workplace-related
interactions. So, it's useful for learning about job opportunities and learning work skills. Dinesh, do
you have a LinkedIn profile?

Dinesh: No, I don't. Should I get one?

Sunita: Yes, it will be useful for you. Your LinkedIn profile can show your education qualification,
your skills and your work experience.

Deepika: Nowadays, many workplaces check our LinkedIn profile while considering us for a job.

Dinesh: So, LinkedIn sounds important! I'll set my profile up today.

What is your favourite social media app to use? Why?

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 Let's learn safety measures on social media
ESSENTIAL DIGITAL SKILLS

While crossing the road or while leaving our house, we do things to be safe. Just like that, there are
some things we must do to be safe while using social media.

Staying safe on social media is important, because many people misuse the platforms to cheat,
harass and conduct human trafficking.

Here are some safety tips:

1. Do not share information with people that you do not know.
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2. Do not meet up with or share your location with strangers on social media.
3. Do not share important personal information like address, bank account number, and
passwords on social media.
4. Do not open any links or files shared by people you do not know.
5. Do not send rude or mean comments to anyone on social media.
6. Do not share fake news.

Most importantly, do not be active on social media continuously. It can be an addiction, like alcohol
or cigarettes. Many people stay on social media to get likes or comments. But this can be harmful
because they lose touch with reality and their own family.

Activity
Choose the correct answer for the questions: Time!
Q1. What social media app is used for finding job
opportunities?
1. Linkedin.
2. Google.

Q2. What can you do to be safe on social media?

1. Avoid sharing my password with anyone.
2. Send my address to a stranger on Facebook.

What I learnt today:

Put a if you know this topic well.
1. Social media is any application or app on the internet where we can
share our thoughts with other people, virtually.

2. Social media can be used by anyone having a mobile or a computer

with an internet connection.

3. There are different types of social media apps for different uses.

4. Staying safe on social media is important, because many people

misuse the platforms to cheat, harass and conduct human
trafficking.

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6.6 Internet Safety

ESSENTIAL DIGITAL SKILLS

1. The basics of internet safety.
2. The importance of SafeSearch.
3. Introduction to cybercrime.

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What does the phrase 'Internet Safety' mean to you? Thinking
Box

Mention 3 ways in which we can be safe on the internet:

1.
2.
3.

Let's learn the basics of internet safety

To be safe on the internet, we can follow these SMART tips:

S: Stay Safe Don't give personal information to people you do not know. Do not share
important details like address, ID number, bank details, etc. on social media.
Do not share your passwords with anyone.

M: Don't Meet Up You might interact with strangers on a social media app. After some time,
you might want to meet them or share your contact details with them
because they are your friend. Online friends are still strangers and may not
be who they say they are. Do not meet with an online friend in person, even
if you think that you know the person well.

A: Accepting Files Do not accept any files or pictures from people you do not know. Avoid
clicking on links that promise money, crypto currency coins, etc. These links
can cause virus problems in your computer or phone and can be used to
steal information from you.

R: Reliable Always check information before you believe it. You must check internet
articles and WhatsApp-forwarded messages. Check:
Is the information true?
Can the person sharing it or the website be trusted to deliver the correct
information?
Are there other sources on the internet which can confirm what you're
reading?

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ESSENTIAL DIGITAL SKILLS

T: Tell Someone If someone or something is making you uncomfortable or scared, you

must tell someone. Talk to a teacher or an adult in the family who can
help you. If a person on social media seems dangerous or makes you
feel uncomfortable, stop interacting with them immediately. You can
block them from interacting with you on the platform.

Fill in the missing words. What must you do to be safe on the internet?
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• S: Stay by not sharing personal information on the internet.

• M: Don't up with online connections.

• A: Don't files from strangers.

• R: Is the information ?

• T: someone if you are uncomfortable.

Let's learn about Safe Search

Search engines like Google help us find SafeSearch is a tool that blocks unsafe pages
interesting and helpful pages on the internet. when you are using a search engine. The tool
But there are some pages on the internet that can be switched on and off for any search
are dangerous and inappropriate to use. engine by changing the settings.

Why is it important to be safe while searching for information on the

internet? Explain.

Let's learn about cyber crimes

There are laws set by the government that we must all follow. When someone breaks a law, it is
considered to be a crime. Stealing money, attacking a person or making fake documents are crimes
because they break the laws of the government. When a crime is committed, someone complains to
the police department. The police find the person who committed the crime. The criminal is punished
for their actions. They will be asked to pay a fine or sent to prison.

There are also laws for activities on the internet. They are called cyber laws. When a cyber law is
broken, it is called a cybercrime.

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Examples of cyber crimes:

ESSENTIAL DIGITAL SKILLS

1. Stealing and using other people's personal information.
2. Stealing card payment and financial details.
3. Bullying and threatening people online.
4. Sending viruses to other people's computers.
5. Selling and distributing illegal items and media online

If someone steals your online information or makes you

feel unsafe on an online platform, you can report the
incident as a cyber crime. You can use the National Cyber

MODULE 6
Crime Reporting Portal.
1. Log into www.cybercrime.gov.in to file a complaint online.
2. Call the cybercrime complaint number at 155260.

Activity
Shilpa finds suspicious activity in her bank account. Large Time!
amounts of money have been spent in an online shop that
she did not use. Someone has stolen Shilpa's bank details
online. What must Shilpa do? Write down the steps that she
must take.

What I learnt today:

Put a if you know this topic well.
1. SMART way to be safe on the internet - Stay Safe, Don't meet up,
Don't accept files or links from unknown people, check for Reliability
and Tell someone if you are uncomfortable.

2. SafeSearch is a tool that blocks unsafe pages when you are using a
search engine.

3. When a cyber law is broken, it is called a cybercrime. To report a

cybercrime call 155260 or email www.cybercrime.gov.in.

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 6.7 Communication Using
ESSENTIAL DIGITAL SKILLS

Email

1. The definition and features of email.

MODULE 6

2. The steps to create and use an email account.

3. How to attach files and use CC and BCC when sending emails.

What are the most common uses of email? Thinking

Box

Let's learn the features of email

An email is a message sent to a person through the internet. Email stands for electronic mail. It is
similar to a letter or a package that is physically sent to someone. Email can be used to send letters,
messages, files, pictures, links, etc.

You need a unique personal email ID to send and receive emails.

An email ID will usually be in this format:

1. [email protected] or
[email protected]
For example, [email protected]
2. You will have an inbox where you can check the emails you receive. An inbox is the digital space
where all the emails that are sent to you can be found and viewed. When you sign into your
email account, the default focus will be on the inbox folder.
3. You can write new emails to others and reply to emails received from others.
4. Your email account will have different folders like Sent Items, Trash, Spam, and so on. You can
explore each folder to know its function.

At the workplace, official communication takes place through emails.

I got an email from my team

I replied to her email
leader asking me to attend a
and informed her that
meeting on Tuesday.
I’m on leave on Tuesday.

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 Which of the following tasks do you know how to do?

ESSENTIAL DIGITAL SKILLS

• Send an email.

• Check your email inbox.

• Share your email ID with a friend.

• Reply to an email.

Let's learn the steps to create and use an email account

MODULE 6
Creating an email account
The most commonly used email ID is Google Mail or Gmail. Let's look at the steps to create a Gmail ID.
1. Go to the Gmail account creation page - accounts.google.com
2. Click on ‘Create account’. Choose ‘Create an account for myself’ to create your personal account.

3. The sign-up form will appear. Enter your details.

4. Choose a unique username for your account. The username must be easy to remember. For a
professional email ID, it’s best to have your full name as the username.
5. After choosing a username, enter a password. Type the password again to confirm. Ensure you have
a strong password with the combination of alphabets, numbers, and special characters. Click on
‘Next’ to continue.
6. Enter details of your mobile number, date of birth, and gender. Click ‘Next’.
7. Finally, you will see the ‘Terms & Conditions’. Click on ‘I agree’ to create your Gmail account.

Understand the structure of the inbox folder

When you receive an email, it comes to the inbox folder. You need to open and read it.

When you go through the complete message body, you will know if you need to respond to the email or
not. If your email ID is marked in the 'To' field, you are responsible to give an acknowledgement or
response to the email.

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 Sending an email from your computer
ESSENTIAL DIGITAL SKILLS

1. On your computer, go to www.gmail.com.

2. At the top left, click on 'Compose.' <icon> When you are composing an email, be clear about
whom you are writing to, the correct email ID of the receiver/s, and the purpose of sending the
email.
3. In the 'To' field, add the email ID of the person you want to send the email to. When someone's
email ID is in the 'To' field, it is implied you are expecting a response and/or action from them.
The 'CC' and 'BCC' fields will be explained in the next section of this chapter.
MODULE 6

Note – If you want to send an email to 5 people, you do not need to send the email 5
times. You can add the email IDs of all 5 individuals in the 'To' field. A comma or semicolon
can be used to separate the IDs.

4. Add a subject for the email. Ensure the first letter of the subject line is in capitals. The subject is
a few words that can quickly tell the person receiving the email what the email is about.
5. Write your message. Typically, any message starts with a greeting (ex: Dear Sir, Dear Ma'am,
and so on). Ensure a blank line between the greeting and main message. After the main
message, thank the receiver and conclude with your signature (ex: Regards, <name>).
6. Go through the message and ensure there are no errors.
7. Once your message is complete, click the 'Send' button.

Let's learn how to attach files and use CC and BCC when
sending emails
There will be many instances in your personal or professional life where you will need to attach files
to your emails.

As a student, you may need to send a filled application form or an assignment. As a job seeker, you
will need to attach and send your resume to various companies. Once you are an employee of a
company, you will need to attach your time sheet, send status reports and other documents to your
team lead or others in the company.

Attachments can be in any format. They could be a notepad file, word document, excel sheet, PPT file,
audio or video files.

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 ESSENTIAL DIGITAL SKILLS
MODULE 6
You can type a message and send it in an email. You can also add or attach a file from your computer to the
email and send it to someone else.
1. On your computer, go to www.gmail.com
2. Click on 'Compose.' <icon>
3. At the bottom, click <icon>. It is a paper clip icon that helps to attach files.
4. Choose the files you want to upload.
5. Click 'Open.'
6. Complete the email with the subject and the message and send it.

When you are composing an email with an attachment, make sure you add the correct attachment. Also,
give an indication to the receiver about the attachment in the message body. You can use phrases like PFA
(Please Find Attached or Please Find the Attachment), Please refer to the attachment, Kindly go through
the attachment, etc.

Note – The steps given below will be useful for screen reader users.

Creating Gmail account with screen reader

1. Open the browser (Google Chrome).
2. Type the address as (account.google.com) in the address bar. Check the title (Insert + t) and
confirm. Navigate through the webpage using down arrow key to understand the layout.

Note – Google changes its user interface from time to time.

3. Activate the link list element using the command (Insert + F7). Press the letter c and hit the enter
key on “link create an account”.
4. Check if the title screen reader says “Create your Google account”.
5. Once the INSERT account creation form appears, fill in the required details.
6. Fill your data in the edit box such as your first name, last name, user ID (new Gmail ID), and
password/confirm password.

Note – For a professional email ID, it's better to have your full name as the username. Ensure
you have a strong password with the combination of alphabets, numbers, and special
characters.

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ESSENTIAL DIGITAL SKILLS

7. After entering all the personal details, press the tab key for the next button.
The spacebar key can be used to activate this button.
8. When the focus moves to the next page, you need to provide your date of birth and other details:
Mobile phone, your current email address, skip this verification, location. Select the 'skip this
verification' check box by pressing the space bar.
9. Finally, you will see the 'Terms & Conditions'. Check the 'I agree' check box by pressing space to
create your Gmail account.
10. Once you agree to all the terms and conditions, the focus moves to the login page. Log in with your
newly created Gmail ID and password to sign into your account.
MODULE 6

11. Once you successfully log in, the focus is on the inbox folder. Check the title and confirm if the focus
is on the inbox folder.

Read and understand the inbox mail with screen reader

All folders display emails in the form of a table. If you access emails with a table navigation, it will take
more time to read and understand. For screen-reader users, accessing emails with quick navigation is more
convenient. In quick navigation, you will not get complete clarity immediately. To know more about a
particular email (ex – message body, whom the email is addressed to, etc),

An inbox folder contains the following elements:

• Check box.
• Sender's name.
• Subject Line – This will have the link element along with a preview of the message body.
• Date or time when email was received.

1. Sign into your Gmail account.

2. Check the title and confirm the focus is on the inbox folder.

Note – The recently received emails will be at the top of the table.

3. Press the letter x for the first check box.

4. Press the down arrow for the screen reader to read out the name of the sender.
5. Press down arrow. If the mail contains an attachment, you will get an indication as graphic
attachment below the sender's name.
6. The screen reader will read the subject of the email and the preview of the message body.
7. Press down arrow for the screen reader to read the date or time.
8. Press the down arrow or the letter x for the focus to move to the next email.
9. To read any email completely, press enter on the link subject line.
10. When the focus moves to the next page, confirm whether the same subject displays as the title or
not. In this page, all the common information of Gmail is displayed at the beginning of the page.
The message body will be available at the end of the page.
11. After confirming the title, press Control + end to take the focus to the end of the page.
12. Press Shift + h till you hear the same subject line.
13 Press the down arrow repeatedly and understand the email ID of the sender and whom they have
marked in the 'To' and 'CC' fields.

Press the down arrow and use all the reading commands to read and understand the complete details of
the message body.
Composing mail with screen reader
1. Sign into your Gmail account.
2. Check the title and confirm if the focus is on the inbox folder.
3. Press the command 'ALT + C' for the Compose Mail page.

Note – It may take some time to open the Compose page. You can check the title and confirm
If the page has loaded. By default, focus will be in the 'To' field.

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 ESSENTIAL DIGITAL SKILLS
4. Type the email ID of the person to whom you want to send the email.
5. Press tab to navigate through the different fields in the Compose page such as
To, CC, BCC, Subject Line.
6. Press tab till the screen reader announces 'Message body edit'.
7. Write your message by following the format mentioned above.
8. Press tab till the focus is on the 'Send' button. Press the space bar to send the email.

Note – If the email has been delivered successfully, you will get an indication from the
screen reader and your focus will be back to the inbox folder.

MODULE 6
Replying to mail with screen reader
If your email ID is marked in the 'To' field, follow the steps given below to respond to the email:
1. Check the title and confirm the same mail you need to respond to has opened.
2. While responding to the mail, there will be two options.
a. Reply: Send a response only to the sender.
b. Reply all: Send a response to the sender and all those marked in the 'CC' field.
Ensure you have clarity on which option to select.
3. Activate the link list by using the command Insert + F7.
4. Press r for reply.
5. Press enter on the reply button.
6. Focus directly comes to the 'To' field as by default it takes the sender name.
7. Press tab till you hear the message body.
8. Type the message you want to convey to the sender.
9. Cross check the email before pressing the spacebar on the send button.
10. Press tab and spacebar on the send button.
11. If the mail has been successfully delivered, you will hear an announcement from the screen reader
that 'Your mail has been sent successfully.'

Composing mail with attachment

1. Login to your Gmail account using your username and password. Check the title and confirm if the
focus is in the inbox folder.
2. Activate the link list by using the command 'Insert + F7'. Press the letter c for compose mail and hit
enter. Check the title and confirm the focus is in the compose mail page.
3. Check the currently focused element by using the command 'Insert + Tab'. The current element
would be 'To' field.
4. Type the email ID of the person you need to share the file with in the 'To' field.
5. Press tab for the 'Subject' field and type the purpose of the email in a short and meaningful way.
6. Press tab and take focus to the attach file button and press spacebar on it. When the open dialogue
box opens, the focus will be on the file name edit.
7. Press Shift + Tab till you hear the item view list and choose the file from the location.
8. Press the backspace key repeatedly till the screen reader stops.
9. Press the letter t for This PC and hit enter.
10. Once the File explorer window opens, choose the file from the respective folder.
11. Keep the focus on the right file that needs to be shared. Press tab till you hear 'Open button'. Press
the spacebar on 'Open button'.
12. The selected file will be attached to the mail and the focus will be back to the compose mail page.
13. To confirm if the file/s have been attached, take the focus to the subject field. Press the down arrow
2-3 times. The screen reader reads it as a graphic attachment along with the file name. Press tab till
you hear 'Message body'.
14. Follow email etiquette while writing the message body. Also, give an indication to the receiver
about the attachment in the message body. You can use phrases like PFA (Please Find Attached or
Please Find the Attachment), Please refer to the attachment, Kindly go through the attachment, etc.

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ESSENTIAL DIGITAL SKILLS

15. Go through the email to ensure there are no errors.

16. Press tab and take focus to the send button. Press the spacebar on it.
17. If the email has been successfully delivered, the screen reader will announce 'Your mail has been
delivered successfully'.
MODULE 6

Activity
Choose the correct answer for the questions: Time!

Q1. How can a file be sent in an email?

a. Attach the file to the email.
b. Write a thank you message in the email.

Q2. What does CC stand for?

a. Blind Carbon Copy.
b. Carbon Copy.

What I learnt today:

Put a if you know this topic well.
1. An email is a message sent to a person through the internet.

2. Features of email include email ID, checking mails in inbox and

sending emails, etc.

3. Creating an email account and sending an email.

4. Attaching files to an email by clicking the paper clip icon.

5. CC means Carbon Copy and BCC means Blind Carbon Copy, and how
to use them while sending emails.

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6.8 Introduction to Mobile

ESSENTIAL DIGITAL SKILLS

Applications

1. About the benefits of mobile applications.

MODULE 6
2. Ways in which mobile phones can be used in learning.

Open the mobile phone which you use regularly. Thinking

What mobile apps do you use the most on that phone? Box
List the top 5 apps.

1.
2.
3.
4.
5.

Let's learn about mobile applications

A mobile application or app is a software
that is made to be used on a mobile device
like a smart phone or a tablet. There are
many mobile apps available for us to use
for different tasks and activities.

Mobile devices are easy to use and

common to find. Mobile apps are the most
convenient way to do something online.
You don't need access to a computer to do
tasks like sending an email or creating a
LinkedIn profile. You can do them on a
phone through mobile apps.

Note for persons who are blind or low vision – You can use your Android or iOS mobile
phone independently by enabling the screen reader software. It is known as Talkback on
Android and Voiceover on iOS. This feature will be disabled by default in any phone. To enable this
feature, go to 'Settings' and then 'Accessibility'.

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ESSENTIAL DIGITAL SKILLS

Persons with low vision can use accessibility features such as Dark Mode and High Contrast.
They can also use magnification features for enlarging the text size. These options can be
found under Settings > Accessibility > Vision.

For persons who are Deaf, the accessibility features given below would be useful:
• Live Caption – Automatically captions the speech on one's device.
• Live Transcribe – Captures speech and sound and displays it as text on the screen.
• Sound Notifications – Helps one to know what is happening in the surroundings e.g. when a
smoke alarm beeps, when a doorbell rings, and so on.
MODULE 6

• Real-time Text (RTT) – Lets one to use text to communicate on phone calls.
• Sound Amplifier – Lets one use wired or Bluetooth headphones to filter, augment, and amplify the
sounds in one's environment or on one's device.
• Hearing Aid Support – Lets one pair hearing aids with an Android device to hear more clearly.

Here are some accessibility features that can enable persons with locomotor disability:
• Voice Access – Lets one control the device with spoken commands. The voice can be used to open
apps, navigate, and edit text.
• Switch Access – Lets one interact with the Android device with one or more switches instead of the
touchscreen. One can use a switch or keyboard to control the device.
• Action Blocks – Lets one use customizable buttons for routine actions on the Android home
screen.
• Time to take action (Accessibility Timeout) – Lets one choose how long to show messages that
require action to be taken.

List 5 things that you can do using a mobile app on a smart phone.
1.
2.
3.
4.
5.

Let's learn how mobile phones can be used in learning

Here are 4 ways you can use a mobile phone to help you learn and grow as a student:
1. Watch interesting and educational videos.
The internet is a great place to learn new skills and discover new ideas. The
most exciting way to learn is through videos that are made by experts. You
can use YouTube to find videos about a topic of your interest. This way you
can use YouTube for both entertainment and learning.

2. Use a dictionary app.

As a student, you will come across many things that are new to you and that
you don't understand. Do not be worried or discouraged by them. With a
mobile phone, you have the tools to understand new things. Use a dictionary
app to find the meanings of words that you do not know.

3. Use Google Search regularly.

Use Google Search to look up topics that are unfamiliar and learn more
about them.

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 4. Be part of educational groups on social media.

ESSENTIAL DIGITAL SKILLS

Social media apps like WhatsApp, LinkedIn and Facebook have groups where
people with common skills and industry experts share their thoughts. These
groups can help you learn new information and ideas that help you grow as a
student. Remember to practice internet safety while participating in these groups.

Note for persons who are blind or low vision – There are some useful applications that
you can use for your day-to-day activities. These are as follows:

MODULE 6
1. Be My Eyes – An online community of on-demand sighted volunteers that support persons who are
blind or low vision to recognise objects and cope with everyday situations.
2. Google Lookout – Uses the camera and sensors to get details about objects, images, and text
3. around you.
4. Money Reader – Identifies currencies from all over the world.
5. Easy Reader – Customise and improve the readability of long web articles by adjusting and
magnifying text, changing colour schemes, synchronising text with speech, and so on.
I-STEM – A portal that empowers persons with disability to use technology, community, and support
services.
6. Google Assistant – A virtual assistant software application that can engage in two-way
conversations based on artificial intelligence.
7. KIBO – Helps to scan hard copies and read.

Note for persons who are Deaf. Here are some useful applications that can be used on a daily basis:
1. SignAble – On-demand Indian Sign Language interpretation service for the Deaf.
2. WhatsApp – Platform to make and receive video messages and video calls.
3. Otter – Provides live captioning to the Deaf and Hard of Hearing.
Websites such as Access Mantra, a knowledge hub with authentic and verified information, can serve as a
one-stop solution for the Deaf community.

In addition to the applications mentioned above, persons with locomotor disability can use Google Maps
to locate the wheelchair entries for public places.

Activity
What is a topic that you wish to learn more about? Time!
Find a video of an interesting topic on YouTube.
Write 2 new things that you learned from the video.

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ESSENTIAL DIGITAL SKILLS

What I learnt today:

Put a if you know this topic well.
1. A mobile app is a software that is used on a mobile device like a
smartphone or a tablet.

2. You can use a mobile app to help learn in many ways For ex: Using
YouTube to watch educational videos, using the Dictionary app to
MODULE 6

find the meanings of words, using Google Search to know about new
topics and being part of educational groups on social media.

3. It is important to practice internet safety while using mobile apps.

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6.9 Using Online Meeting

ESSENTIAL DIGITAL SKILLS

Tools for Interviews

1. How to use online meeting tools.

MODULE 6
2. How to use Zoom.
3. How to use Google Meet.

Are you aware about different online meeting tools? Thinking

List down the ones you know about and/or have used: Box

What steps can you take to participate in online video meetings?

List down any 3 steps:

1.
2.
3.

Let's learn about online meeting tools

A meeting usually happens when people come together in a room and
meet to discuss ideas and complete tasks together as a group.

Nowadays, meetings and interviews also happen online. An online

meeting or interview happens through various video and audio
platforms. We use special digital meeting apps to conduct such
interviews. While using the most popular online meeting tools that are
available, you will be able to do the following things:

1. Share a link or an ID for your meeting for people to join the meeting.
2. Everyone who is a part of the meeting can speak to each other and hear each other. Participants can
sign to one another as well.
3. Speak with, hear, and sign to others who are a part of the meeting.
4. See one another by turning on the camera on one's device.
5. Record and save the meeting for future reference.
6. Share one's screen to present information.
7. After the meeting, the online meeting can be closed and ended.

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 Choose the correct answers to the questions given below:
ESSENTIAL DIGITAL SKILLS

Q1. What kind of a meeting takes place on a video or audio platform?

a. Online meeting.
b. Office room meeting.

Q2. What do people need to join an online meeting?

a. Certification.
MODULE 6

b. The meeting ID or meeting link.

Let's learn to use Zoom

Zoom is one of the most popular online meeting apps in the world. With Zoom, you can start and join video
meetings.

Start and share a meeting:

1. Open the Zoom app and log into your account.
2. Tap the orange 'New Meeting' icon that appears on your screen. This will start an online meeting.

3. Click 'Participants' <icon>in the meeting controls found at the bottom of the screen.
4. Click 'Invite' at the bottom of the participants panel. Choose the option through which you want to
share the meeting link with others. They can use the invitation to join the meeting.

Note – The steps given below will be useful for screen reader users.
1. Open the Zoom app on your computer or your mobile phone.
2. Log into Zoom with your account details.
3. Press CTRL + tab till you reach the 'Home' tab.
4. Press tab till you get the 'New Meeting' button and press enter on it.
5. Press access key ALT + I to activate the 'Invite' option.
6. Press tab till you get the copy invitation link and press enter to copy.
7. Share the meeting link for others to join the meeting.

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Join a Zoom meeting:

ESSENTIAL DIGITAL SKILLS

1. Ask the person hosting the meeting to share the meeting link or the meeting details with you.
2. Click on the link to join the meeting or use the 'Join' option.

MODULE 6
3. Type the meeting ID to join the meeting and click 'Join'.

Note – The steps given below will be useful for screen reader users.
1. Ask the person hosting the meeting to share the meeting link or the meeting details
with you.
2. Click on the link to join the meeting or use the 'Join' button which is under the 'Home' tab.
3. Enter the Meeting ID and Passcode and click 'Join'.
4. To leave the meeting, hit Enter on the 'Leave' button.

The necessary settings can be done in the 'Settings' tab on the Zoom app.

Choose the correct answers to the questions.

Q1. Which option must you use to join a Zoom meeting?

a. b.
Q2. Which option must you use to leave a Zoom meeting?

a. b.

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 The key commands given below can enable anyone to use Zoom efficiently:
ESSENTIAL DIGITAL SKILLS

Command Function

Alt + a Muting/unmuting microphone

Alt +v Turning on/off the video

Alt + r Turn on/off the recording

Alt + p Pause/resume the recording

MODULE 6

Alt + u Open the participants list

Alt + h Open the chat box

Alt + y Raise/lower hand

Alt + s Start/stop screen share

Alt + F4 Leave meeting

Points to note for the Deaf:

1. Pin or spotlight the interpreter to view the interpretation easily.
2. Enable live captioning to follow what is being spoken.

Let's learn to use Google Meet

Google Meet is another popular online meeting
app. For Google Meet, you can use the same
login account details as your Gmail account.

Start and share a meeting:

1. Go to www.meet.google.com.
2. Click on 'New Meeting'.

3. Select the option 'Start an instant meeting'. This creates a new meeting and starts the meeting
directly.

176
4. At the bottom right, click meeting details.

ESSENTIAL DIGITAL SKILLS

5. Click 'Copy' on the joining information.

MODULE 6
6. Paste the meeting details into an email, or another app. Send it to the people who have to join
the meeting.

Note – The steps given below will be useful for screen reader users.
Start and share a meeting:
1. Go to www.meet.google.com.
2. Click on 'New Meeting' button.
3. Select the option as 'Start an instant meeting' from the combo box and press enter on it. This
creates a new meeting and starts the meeting directly.
4. Press tab repeatedly till you hear the meeting details button, which is at the bottom right.
5. Press enter to activate.
6. Press tab till you hear 'Copy'.
7. Hit the spacebar to copy the meeting link.
8. Paste the meeting details into an email or another app. Send it to the people who have to join
the meeting.

The key commands given below can enable anyone to use Google Meet efficiently:

Command Function

Ctrl + d Mute/unmute microphone

Ctrl + e Turn on/off video

Ctrl + alt + h Raise hand

Ctrl + alt + c Open the chat box

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ESSENTIAL DIGITAL SKILLS

Activity
Plan a Google Meet meeting with some of your Time!
friends. Start a Google Meet meeting and send them
the invitation to join.
MODULE 6

What I learnt today:

Put a if you know this topic well.
1. Meetings that happen online through the internet are called online
meetings.

2. You can use Zoom or Google Meet to do online/virtual meetings.

3. You can create Zoom or Google Meet links to invite other people to
join your meeting.

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6.10 Exploring Popular Sites

ESSENTIAL DIGITAL SKILLS

for Learning and Career
Growth

MODULE 6
1. The importance of updating one's Learning Bank.
2. About popular sites for learning and career growth.
3. The ways to use the internet for continuous professional development.

Amit is a person with disability. He works in the IT sector and Thinking

performs his job role well. He always follows instructions and Box
completes the work given to him. After the first year, Amit asks his
manager for a promotion.

Amit's manager says, "We are happy with your job performance. But, you
are competing with many peers without a disability for this promotion.
Only doing your job well is not enough anymore. You need to keep picking
up new skills, network with peers from other teams, and take initiative to
work on different projects. Remember, we hire and promote based on the
value you bring in – not out of charity!”

Note down 3 reasons why you feel Amit's manager wants Amit to focus on
learning continuously:
1.
2.
3.

Let's learn the importance of updating one's Learning Bank

We all learn in different ways - with the book, from our elders, by practice, with experience...and so on.

Think about the last thing you learnt. How did you learn it? After learning it, did you apply your learning
again?

Since we are constantly learning every day, we need to keep our learnings somewhere. The place where
we keep all our learnings is called 'Learning Bank'. This can be in your book, on your phone, or any place
that you are comfortable with.

Every time we learn something new, our Learning Bank increases by 1 point. When we remember our
learning and apply it correctly, our Learning Bank increases by 2 points! Unlike our Savings Bank that

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 decreases when we use it, our Learning Bank only increases! This is because we learn more when
ESSENTIAL DIGITAL SKILLS

we use our learnings.

Like Amit, it is important to come out of the comfort zone and be responsible for one's learning.
This is needed to stay relevant in the job market.

Remember, persons with disability are competing with a much larger number of persons without
disability for the same jobs. When we are curious and adaptable, our learning bank increases. A
bigger learning bank can lead to a bigger savings bank!
MODULE 6

Learning begins when we are curious. Make a note of what you are
curious about and how you can learn more about it.

Let's learn about popular sites for learning and career growth
The internet has changed the way we learn. We can access a wide range of resources and materials
for any topic one might be interested in. We can become a part of different groups to learn skills and
connect for opportunities.

There are many websites on the Internet that can help us with learning and career growth.
1. Khan Academy: www.khanacademy.org
This site has free online material on school subjects like economics,
physics, algebra, etc.

2. Coursera: www.coursera.org
This site has a large collection of courses and certifications offered by
some of the best universities from around the world.
Other similar sites:
a. edX: www.edx.org
b. Udemy: www.udemy.com

3. MIT's OpenCourseWare: www.ocw.mit.edu

This website has free learning and classroom materials from one of the top
universities in the world.

4. NPTEL: www.nptel.ac.in
This is an online learning portal where the courses are created by IITs and
IISc in India. It has courses on all topics taught by professors from all over
India.

6. Codecademy: www.codecademy.com
You can use this website to learn specific computer coding skills for free.

7. Duolingo: www.duolingo.com
You can learn a new language for free using this website. They have over
100 language courses. You can download the mobile app to a smartphone
and learn a new language by spending just 15 to 20 minutes every day.

180
 ESSENTIAL DIGITAL SKILLS
Note: If you are blind or low vision, you can also explore websites developed for persons
with vision impairment:

Name Purpose Website Link

Bookshare An online book library with access to books in https://www.bookshare.org/c

all regional languages ms/

https://library.daisyindia.org/NALP/welcomeLin https://library.daisyindia.org/
Sugamya NALP/welcomeLink.action

MODULE 6
Pustakalaya k.action

A one-stop shop with videos, audios, and www.enableacademy.org

Enable publications for all stakeholders in the disability
Academy livelihood ecosystem.

Blimey An open source platform enabling persons with www.blimey.live

vision impairment to learn computers
independently.

Deque Offers training and reference materials for https://dequeuniversity.com/

University every area of expertise in digital accessibility.

Choose the most interesting website from all the websites recommended.
Spend 5-10 minutes looking through the website and what it offers.
Write 2 things that you would like to learn from the website:

1.
2.

These are just examples of websites you can explore.

Network with your peers, trainers, and mentors to learn about more
such websites and grow.

Let's learn ways to use the internet for continuous

professional development
To be successful in your professional life, you must always be open to learning and growing. Your
opportunities to study and learn do not end inside the classroom. After you finish studying and when
you get a job, you must continue to learn from different sources. The internet is the best place to be
a lifelong learner and increase your Learning Bank.

181
 Here are 4 ways you can use the internet for continuous professional development:
ESSENTIAL DIGITAL SKILLS

1. Read on a regular basis.

Find websites and blogs related to your field of interest. Read news articles and blogs on
the internet regularly. You can also learn by watching informative videos in Indian Sign
language online.

2. Attend various courses.

Spend time once or twice every year to complete a short online course where you can
learn new skills. You can also attend online webinars or conferences to learn from
MODULE 6

experts and build your network.

3. Develop diverse interests.

Try to learn things about topics that are new and unfamiliar to you. If you like fashion
design, you can also explore coding and writing skills. If you like physics, you can also
learn more about art and history.

4. Set clear, specific goals for continuous development.

Decide on specific goals for yourself so that you can make a commitment to yourself to
reach your goals.

182
 ESSENTIAL DIGITAL SKILLS
Activity
Let's set some clear goals for your continuous professional Time!
development. Fill in this table with your goals:

S. No. What I want to learn What action/s I will take to How long I will take
learn it to learn it

MODULE 6
Example: Photography Example: Borrow my sister's Example: 8 weeks
camera and learn all its functions
functions

1.

2.

3.

For every goal, think about how you will regularly update and refer to your
Learning Bank.

Once you have a list of actions you will take to meet your goals, you can also
update these in your 'I WILL Poster'. Save it in a place so you can easily refer
to it. Given below is a template for you to get started:

Ex: I WILL I WILL I WILL I WILL I WILL

borrow my
sister's camera
and learn all its
functions.

I WILL I WILL I WILL I WILL I WILL

I WILL I WILL I WILL I WILL I WILL

I WILL I WILL I WILL I WILL I WILL

183
ESSENTIAL DIGITAL SKILLS

What I learnt today:

Put a if you know this topic well.
1. Importance of continuously updating one's Learning Bank to stay
relevant in the job market.

2. There are a lot of popular websites for learning, like Khan Academy,
Coursera, NPTEL, etc.
MODULE 6

3. Even after finishing studies and getting a job, we must continue to

learn from different sources.

4. The 4 ways to use the internet for professional growth are to read on
a regular basis, attend various courses, develop diverse interests,
and set clear, specific goals for continuous development.

184
 1. Meaning of diversity in the workplace.
2. Importance of diversity in the workplace.
3. Value of persons with disability at the workplace.
4. How to overcome barriers due to disability.

Read the questions below and pick your options:

Thinking
Q1. George is a person with disability. He is from a village and has studied
Box
in a boys school. At his workplace, he has to work with people of
different genders from various cities. What should George do to
become comfortable with his colleagues?
a. Get to know the person beyond the differences.
b. See their value just like others are seeing value in George.
c. Ignore them.

Q2. Beroz is a person with disability. Her company employees have never
met a person with disability before. They took time to get comfortable
working with her. Beroz then met a transgender employee, Rajni, in
office for the first time in her life. What should Beroz do?
a. Learn to get comfortable with Rajni.
b. Ignore Rajni.
c. Stay away from Rajni.

Q3. Pranshu is a person with disability. He attends a job interview with his
friends who do not have a disability. All of them have passed the 12th
standard. Gerald, the interviewer, has never met any person with
disability. Whom should Gerald interview?
a. Pranshu's friends.
b. Pranshu.
c. Whoever meets the selection criteria.

Let’s learn the meaning of diversity

Diversity is when something is made of different types of
units. Ex: A roll of Poppins candy has diverse colours and
flavours whereas Polo is all the same.

Look around you. You will notice diversity everywhere!

Even in your family, your parents may have come from
different parts of the city, state, or country. They may
have different educational backgrounds and appearances.
You and your brothers and/or sisters are of different ages.
You may look similar or different from your parents. Each
of you may have different interests and abilities. Within
one family, you are like Poppins – a rainbow of colours!
DIVERSITY AND INCLUSION

Diversity in the workplace reflects the diversity in our society. Diverse organisations are those in
which people of different genders, castes, classes, ages, languages, geographies, physical
appearances, educational backgrounds, abilities, and more work together. A diverse workplace is one
where employees from different backgrounds work in a safe and respectful environment.

In your classroom, observe your classmates and teachers. What kind of people are there in your
classroom? Boys and girls? Tall people and short people? These are obvious differences.

Can you notice some other differences which are less obvious?
Write down such differences below. (Hint: Languages, economic backgrounds, skills, etc.)
MODULE 7

Let’s learn the importance of diversity in the workplace

Ex: Sheela is a sportsperson and Suresh is a writer. Both of
them love music. Sheela is from Chennai and Suresh is from
Bhatinda. Sheela loves talking to customers while Suresh loves
working on routine jobs and is a data entry operator. Sheela
has low vision and Suresh is hard of hearing.

Just like Sheela and Suresh, each employee is unique with

some similarities but also with different interests, abilities, and
backgrounds. Diversity is important because if Suresh has to
talk to customers and Sheela has to do a routine job, they
would not perform well. A diverse workplace increases
productivity by ensuring the right person gets the right task
just like how Sheela works in customer service while Suresh
works on data entry.

Let us understand how diversity enables different perspectives and different ideas. Shaheen and
Arun run a travel company. They are having a meeting regarding what kind of travel packages to
offer. Notice how the diverse group increases creativity and innovation!

We should offer women This meeting is for

only group trips brainstorming ideas.
Please share
We should offer trips
to religious places
These are great ideas.
Let’s discuss more

We should We should offer solo

offer family trips focusing on
friendly tours adventure
 MODULE 7 DIVERSITY AND INCLUSION
Let’s learn the value of persons with disability at the workplace.
TopCon is a manufacturing company that usually hires men. Their CEO felt the company must hire people
with a good attitude and skills from different sources. He also felt that the leaders were too comfortable
and were not trying new things. So he asked them to hire suitable blind persons. The leaders were very
scared about the challenges that blind people face.

However, when the leaders saw the blind candidates coming into the office independently for the
interview, smiling and talking, they could slowly see the candidates' potential and abilities. When the
candidates presented solutions on how they would work at TopCon, the leaders were pleasantly surprised.
This opened their minds to new possibilities. They asked the candidates how to make the company safe for
them. In the end, they hired three out of the eight candidates who now work alongside other sighted
colleagues.

What is the value of persons with disability at the workplace?

[ ] Each has their own potential and abilities.
[ ] Each has solutions for overcoming barriers.

Like TopCon, what do companies additionally gain by including persons with disability in their workplace?
[ ] Companies learn to see value in everybody.
[ ] Companies become more solution oriented.
[ ] It helps leaders get out of their comfort zone and think anew.

Just like the value of blind employees at TopCon, think of the value employees from diverse groups (such as
different genders, ages, sexual orientations, etc.) can bring to the workplace.

Let’s learn about the various barriers to diversity and how to

overcome them
If there are so many advantages to having a diverse workforce, why don't all organisations have one?

There are many barriers or obstacles to having a diverse workforce. It is not easy for people to be
comfortable with those who are different from them. This leads to conflicts which can ultimately affect
work.

Such barriers to diversity are due to lack of skills, knowledge, understanding, and respect for others. As
you go through the table below on why these barriers exist, think about how the same barrier can impact
different groups of people.
DIVERSITY AND INCLUSION

No. Barrier Reasoning

1. Prejudice People often discriminate against others who are different

from them.
Ex: For many years, certain communities practiced
untouchability against other communities and would refuse
to work, eat, or interact with them.

2. Cultural In India, we usually call each other “Sir” or “Madam”. In

MODULE 7

Differences modern offices, however, everyone calls each other by name.

Their age, status, or position does not matter. This is a
cultural difference which sometimes leads to conflict.

3. Communication There are many languages in India. All of them are equally
/ Language important. When the company only communicates or
respects one language, it makes others who do not speak
that language feel excluded. Ex: Many people make fun of
those who cannot speak in English or Hindi. This is another
cause for conflict and pain.

4. Generation People from different generations think differently. Older

gap people may find technology hard to use. At such times, they
may get discriminated against by youngsters. Similarly,
youngsters in an office think and work differently from older
employees. This can create issues.

5. Requirement A diverse workforce may require additional infrastructure

for additional which can also be a barrier. Ex: Building accessible and
facilities gender-neutral washrooms.

6. Perception of Leaders may need to spend more time to integrate a diverse

extra work workforce. This can feel like extra work. Ex: Inclusion of Deaf
people in meetings will require booking of interpreters while
work timings might need to be changed to suit a working
parent.

7. Not knowing A fear of the unknown can lead to a lack of awareness. Ex:
the 'what' Leaders may not be sure of which jobs can be done by
and 'how' persons with disability. Usually, they are worried about
making other employees comfortable to work with persons
with disability.

Overcoming barriers to diversity requires effort and practice. When it comes to dealing with
disability-related barriers, different actions can be taken by persons with disability as well as by
companies.

Persons with disability can:

1. Make others comfortable with respect to their disability.

Ex: Anandita is Deaf. She used a simple poster that gave information about herself, her
communication methods, her hobbies like painting, and more. Her colleague Jayesh saw the poster
and started communicating using basic gestures. Over time, he learnt sign language from Anandita.
Another colleague who also loved to paint started showing her paintings and Anandita did the same!
 DIVERSITY AND INCLUSION
2. Stay connected with NGOs and service providers.
When companies hire persons with disability, they need to conduct awareness workshops and sensitise
their teams. Specialised services such as sign language interpretation and accessibility audits need to be
taken care of. For these activities to take place smoothly, employees with disability can direct companies to
the right NGOs and service providers.

3. Be proactive and build trust in people.

Inclusion is a shared responsibility. Sometimes, the team leader or manager may not have any experience
or exposure of interacting with PwDs. This might affect how they work with PwDs. In such situations, the
person with disability can be proactive to build trust in people. After all, inclusion is a shared responsibility

MODULE 7
between two people!

Ex: Manoj is a person with a locomotor disability. He is able to use only one hand. His manager Sheela does
not give Manoj enough work as she is not sure of how he will type on the computer. Manoj gives Sheela a
demonstration of his typing skills and his ability to type 30 words per minute. This gives Sheela the
confidence to trust Manoj and assign him more work.

Companies can:
1. Ensure they have an Equal Opportunity Policy.
The Equal Opportunity Policy (EOP) is mandated by the Rights of Persons with Disabilities Act (RPwD), 2016.
Refer to Chapter 2.1 titled 'Our Constitution: Guiding Principles' to know more about EOP and how persons
with disability can benefit from it.

2. Build the knowledge, skills, and attitude of their employees to include PwDs.
Just like how persons with disability need to be employable to work well in companies, other employees in
the company need to be includable i.e. have the ability to include. This competency (knowledge, skill and
attitude) is called includability. For any person without disability to be includable, they need to learn how to
see the person as a whole rather than seeing just their disability. They also need to find ways to be
comfortable with someone who is different from them.

Being includable requires a lot of learning and unlearning. One

needs to get into the practice of asking rather than assuming.

Ex: Sam has a Deaf friend who is a lip reader. When Sam met
Leon, his Deaf colleague, he assumed Leon could also lip read
just like his friend. This caused a misunderstanding between
them.

Since disability is a spectrum and each person's experience is

different, it is important to ask rather than assume.

Includable leaders are comfortable giving targets and sharing

feedback with their team members who have a disability. They
learn to provide enough opportunities for the person with
disability to learn and perform.

Ex: Zara is blind. Her manager, Fred, was uncomfortable giving

feedback on her badly formatted documents. He thought, “Zara
is blind. How can I give this feedback?” Instead, Fred needs to tell
Zara, “Your documents need to be well formatted. How can we
solve this problem together? Is there some solution?”

Such an approach can enable leaders to know when to focus on

the disability and when not to focus on it.
DIVERSITY AND INCLUSION

Activity
Get together with some friends and some people you don't
know very well, specifically people without disability. Time!
Each one of you must write down four things about yourself:

1. A word which describes you.

2. Your hobby.
3. Something fun about you.
MODULE 7

4. Your disability.

Ex: Boris. Fun loving. Musician. Trekker. Person with locomotor disability.
Leena. Hard working. Poet. Chess player. Person with low vision
Fahad. Friendly. Cricket player. Dancer. Deaf person

Spend time together and see how the information helps you become comfortable
with each other. This exercise will help you make people become comfortable
with your disability and enable them to see the real and complete you!

What I learnt today:

Put a if you know this topic well.
1. A diverse workplace refers to an organisation where people of different
sexes, genders, castes, classes, ages, physical appearances, educational
skills, abilities and more work together.

2. Each person is unique and has different interests, abilities, and

backgrounds. A diverse workplace increases productivity by ensuring the
right person gets the right task.

3. The value of persons with disability is their talent and solutions.

Companies also benefit by learning to see value in everybody, being
solution oriented, and by enabling leaders to step out of their comfort
zones.

4. Barriers for persons with disability can be overcome in 3 ways: Making

people comfortable with the disability, getting the help of experts when
needed, and being proactive in building trust.
7.2 Inclusion in the Workplace

DIVERSITY AND INCLUSION

In this lesson you will learn :
1. Meaning of inclusion in a workplace.
2. Importance of inclusive workplaces.
3. How to create inclusive workplaces.

MODULE 7
Is inclusion a feeling, a process, or a system? Note down what
Thinking
inclusion means to you in 1-2 sentences:
Box

Now reflect on what you need in order to be included at a workplace.

Do you need some solutions, support, training, or mentoring? Note
down all the points below:

Let’s learn about inclusion in the workplace

Inclusion is seeing value in every person, making them feel valued, and getting value from each and every
one. Let us understand inclusion at the workplace better with examples:

1. Fayaz uses crutches. When his team planned a team lunch, they chose a place which was on the ground
floor with no steps so that it is accessible for him.

2. Balaji is hard of hearing. His colleagues usually find a quiet place to talk to him and look in his direction
so he can lip read.

Is the team inclusive?

Yes, the team is inclusive.

Fayaz and Balaji feel that
they are seen and valued
when the team finds
accessible places for them.
They feel included.
DIVERSITY AND INCLUSION

3. Neena is the mother of a 2-year-old child. She is not able to attend

all meetings in person. Her manager Fred tells Neena, “You are doing
well at work, but it's important for you to be a part of some meetings.
If there are any challenges, let me know. We will work on them, but I
expect the best from you!” Is Fred inclusive?

Yes, Fred is inclusive. When Fred expects the best from Neena and
does not allow her to miss meetings, he is showing respect to
Neena's talent. He knows what Neena can contribute to the
organisation. Getting value from Neena is also inclusion. Giving
MODULE 7

timely feedback shows that Fred has the skill of includability.

4. Shahaab is from a village in Bihar. He has a limited working

knowledge in of English. In his sales role, he has to travel to meet
clients. His manager Latha does not allow him to go and meet the
client and sends somebody else instead. Is Latha inclusive?

No, Latha is not inclusive. She is only able to see Shahaab as someone
with limited English fluency. Hence, Shahaab cannot do his work of
meeting clients. For Latha to be inclusive, she needs to see Shahaab
as a person who knows how to communicate even with his limited
English skills. She has to ask him if he needs anything to enable him
when he meets English-speaking clients and allow him to do his job.

5. Bobby wanted to introduce Yasmin who is blind at the team

meeting. He was not comfortable with the word “visually challenged”
because it assumes that Yasmin has a challenge. Before the meeting,
he searched online for the right terminology. He then introduced
Yasmin as a person with disability, a person with blindness. Is Bobby
inclusive?

Yes, Bobby is inclusive. He knows that language can hurt or help. If

Bobby had introduced Yasmin as visually challenged, people would
assume that Yasmin has only challenges and no value to offer. Yasmin
has overcome barriers growing up and does not see her life as full of
just challenges. We have all faced challenges in our lives but nobody
calls us “challenged”. Hence, using the right language is true
inclusion.

6. Ipshita is a person with double hand amputation. Her manager

Naina could see that Ipshita is smart. She gave Ipshita different
opportunities to prove herself. She saw that Ipshita types slowly with
her legs. So Naina gave her roles which used Ipshita's strengths and
did not need too much typing. Naina gave timely feedback and
assigned a mentor so that Ipshita could grow in her career. Today,
Ipshita is doing well in a client facing role. Is Naina inclusive or is she
being soft on Ipshita?

Yes, Naina is inclusive. She knew that Ipshita had not had many
opportunities in life. Giving enough opportunities to succeed is a part
of inclusion. Giving feedback is also being inclusive. If Naina did not
expect much from Ipshita, she would not be considered inclusive.
Neena could however see Ipshita as a person just like all of us.
 DIVERSITY AND INCLUSION
Inclusion in a workplace can be achieved when every member of the company gets the opportunities to
grow in their careers. People with disabilities, women, transgender people, people from sexual minorities,
and people from lower socio economic back grounds are usually excluded from the workplace. Inclusion
means to actively include all people by providing additional support systems for those who need them.

Can you think of some more such examples of active inclusion in the workplace?
(Hint: Holidays, prayer breaks, braille)

Let’s learn the importance of inclusive workplaces.

MODULE 7
In the previous chapter, we discussed the advantages of having a diverse workforce. Let us now
understand why inclusive workplaces are important.

Leon is an event manager for a big conference. His team member Xerxes who handles the data was very
slow with excel sheets. Leon was getting stressed and felt Xerxes was “slow” in everything and was useless.
He wanted to call and shout at Xerxes but stopped! He remembered his lessons from the training on
inclusion that his company had conducted. He had to see Xerxes as a person with strengths and areas of
improvement. He spent time with Xerxes and understood that Xerxes needed clear directions to perform
well. Leon changed his approach and started giving clear information to Xerxes. After that, Xerxes
performed extremely well and the event was successful.

Think about how Xerxes benefitted by working in an inclusive work

environment.

If an organisation is not inclusive, an atmosphere of respect will not exist.

Employees may discriminate against each other. They may hesitate to speak up
and share their ideas.

Inclusivity is the magic ingredient that can make a company truly diverse and
alive. Think of diversity as a bulb. Inclusivity is the electricity necessary to make
the bulb glow.

Finally, for any employee, an inclusive workplace is essential for happiness and
growth in the workplace.

Like Xerxes, think about a time when someone included you. What did the other
person say and/or do to make you feel included? How did you feel when the
other person included you?

Let’s learn how to create inclusive workplaces.

Some of the steps that can be taken to create an inclusive workplace are:

1. Leadership which learns the competency of inculpability:

The leadership team of an organisation must learn the necessary skills and attitude to:
•· See people beyond their differences
•· Expect performances from everybody by using their strengths
•· Provide an enabling environment and find solutions for every employee to overcome their challenges.
This especially helps people who have been excluded from workplaces in the past.
DIVERSITY AND INCLUSION

2. Policies aimed at inclusion:

Inclusion must be incorporated into every step of the organisation's way of working. This includes:
•· Hiring to be diverse and inclusive at all levels.
•· Promotions and growth to be inclusive.
•· Equal pay for equal work.
•· Culture specific holidays.

3. Celebrate diversity:
This could be through celebrating different festivals, sharing food at the workplace, etc.
MODULE 7

4. Training:
Employees at all levels should receive training on inclusion, its importance, and how to support it.

5. Design:
Physical workplaces should be designed in order to be sensitive to people's needs. Simple changes can
make a huge difference. This includes tying up with companies who provide sign language
interpretations services, digital and physical accessibility services, etc.

A few things for companies to implement in order to build inclusive workplaces are:
•· Use ramps instead of/along with stairs which provides accessibility for the elderly and for
wheelchair/crutch users.
•· Make signboards large. Use multiple languages and contrasting colours which make it easy for
persons with low vision.
•· Have wide doors with lever handles that people can use even if they don't have full mobility in their
hands.
•· Include adjustable tables and chairs for people of all sizes.
•· Employ multi-sensory safety alarms: Ex: A typical fire alarm siren would not be effective for a person
who is Deaf. You may have to include flashing lights as well.

6. Constantly evaluate:
Check if your organisation is truly inclusive. Examples for this could be:
a. Having a buddy or a mentor support system for employees.
b. Ensuring inclusion champions in every team with each team member having a chance to become a
champion. Ex: The champion can provide verbal descriptions for a person who is blind, enable
those who are Deaf with sign language interpreters when needed, or to make sure accessible
places are chosen for persons with locomotor disabilities for team activities.
c. All employees sharing their ideas in meetings without cutting each other off.
d. Assigning work fairly among all employees.

Activity
Observe your classroom for all of today. Is your classroom
inclusive? Use some of the indicators shared in the chapter to Time!
check. Write down your observations below.

Understand what tasks their job role entails, barriers faced at the
workplace, and the solutions they found. Note down your key
learnings in the table below:
 DIVERSITY AND INCLUSION
What I learnt today:
Put a if you know this topic well.
1. Inclusion in a workplace is achieved when every member of the
company feels valued and gets enough opportunities to grow in
their careers.

2. Inclusion means to see value in every person, make people feel

MODULE 7
valued, and to get value from every person.

3. If an organisation is not inclusive, an atmosphere of respect will

not exist. Inclusion is essential for happiness and growth at work.

4. Some ways to create inclusion in a workplace are through

leadership, policies, cultural practices, mutual respect, office
design, etc.
 7.3 Prevention of Sexual
DIVERSITY AND INCLUSION

Harassment in the -
Workplace [POSH]
In this lesson you will learn :
MODULE 7

1. Meaning of sexual harassment in the workplace

2. Provisions of the Prevention of Sexual Harasmment (POSH) Act
3. Do's and Don'ts under POSH Act

What do you think Prevention of Sexual Harassment (POSH) Act

Thinking
covers? Pick 1 option.
Box
Safety from violence
Safety for women from sexual harassment
Prevention of accidents
Childcare at the workplace

Let’s learn about Prevention of Sexual Harassment at the

Workplace Act
The Indian government passed the Sexual Harassment of Women at Workplace (Prevention,
Prohibition and Redressal) Act in 2013. In simpler terms, it is often called the Prevention of Sexual
Harassment or POSH Act.

Let’s learn what is sexual harassment?

Sexual harassment is a serious issue that affects an individual's mental, emotional and physical well-
being. It also affects people's ability to perform effectively in the workplace.

POSH Act defines sexual harassment as any one or more of the following unwelcome Acts or
behaviours committed directly or indirectly against a woman in the workplace.
• Physical advances and contacts
• Demands or requests of sexual favours
• Showing pornography
• Passing of sexually coloured remarks
• Directly or indirectly offering preferential treatment in employment
• Directly or indirectly threatening unfavourable treatment in employment
• Directly or indirectly threatening future employment prospects
• Creating a hostile work environment or constant interference in work
• Humiliating treatment likely to affect health and safety

Meena comes to office in the company cab. She spends the entire morning in the office. She goes to
lunch with her colleagues. She goes to another office as part of her work. She returns home in the
company cab.
In the above example, throughout the day, Meena is under the protection of the POSH Act.

DIVERSITY AND INCLUSION

Under this Act, there is a wide definition of the term workplace.

Workplace = office space + all the places visited by an employee for the purpose of work + the
transportation provided by the employer

Workplace = Any place related to work

Saroja works as a shop assistant at a small outlet. Naveen is a person with Low vision and her colleague he

MODULE 7
works with Saroja in the same bay. His role is to arrange stock and sometimes he also assists Saroja to pick
up heavy packages. They assist one another and work together.

While arranging stock Naveen mostly keeps touching Sarojas hands while handing over stock, comes too
close to her. Though Saroja felt uncomfortable, she initially thought it was a mistake, when Naveen
continued this behaviour she told him to maintain distance and avoided receiving or handing over
packages and working with him.

Naveen felt neglected and to gain her attention started singing, making noises every time he would see
Saroja pass by. Saroja did not like this but kept silent about this and ignored him. He would place his phone
in an angle that Saroja could see him while he watched songs/movies that had sexual content, this made
Saroja very uncomfortable and she complained to the supervisor. The supervisor tried to calm Saroja down
by saving she was misunderstanding Naveen and he must have mistakenly touched her hands as he was a
person with Low Vision. Saroja was disappointed that her supervisor did not do anything to correct Naveen
and so she decided to complain to the senior manager.

When Naveen was questioned by a Senior Manager he passed it off by casually apologising saying it was a
mistake and that Saroja was misunderstanding him. Saroja was upset and then took serious action by
going to the POSH committee and raising a complaint.

POSH committee took up the case seriously as it was the Impact of Naveens behaviour and not his
Intention. He being Low vision and saying every time he touched Saroja was a mistake, was no excuse.
1. Was Saroja doing the right thing, to raise a POSH complaint against Naveen?
• Yes
• No

2. Do you agree POSH is applicable for all employees at work place including Persons with disabilities?
• Yes
• No

3. Is being a person with low vision an excuse Naveen could use to get away with his behaviour?
• Yes
• No

4. What should a person do if he/she touches a person by mistake eg: walking into a person without
realising the person is behind you, brushing shoulders while passing by etc
• Apologise and immediately correct yourself,
• Don't bother just carry on doing your work as it doesn't matter if you are in a hurry
• Shout back at the person and ask them not to come in your way

5. Is It ok to watch movies, sing songs etc at office? Is that acceptable? Choose the right answer
• No. its not ok if you are disturbing your colleagues and if they don't like it. Its good know the
rules applicable at office, understand the office culture and appropriate behaviour before
getting started
• As long as nobody complains you can behave the way you want.
DIVERSITY AND INCLUSION

The A.C at Alice's office is stuck at 16 degrees. She calls the repair person
from the AC company to come fix it. When the repair person comes, Alice
explains the problem to him and tells him that everyone is feeling cold.
The repairperson tells her to come close to him and she will feel hot
1. Do you think the repairperson sexually harassed Alice?
• Yes
• No

2. If yes, do you think Alice can complain about this under POSH?
• Yes
MODULE 7

• No

3. Do you think the repair person is also bound by the POSH act? Just because he is not an
employee of the office would he get away with his misbehaviour?
• Yes
• No

Discuss your answers. Try and search online if you are confused.

Let’s learn about the various rules under the POSH Act
1. Every organization must have a POSH Policy which contains the following
• Definition of sexual harassment
• Complaint resolution process
• Rights of employees as per Act
• Details of IC members
• Do's and Don'ts as per the industry and organizational culture

2. As per the Act, any workplace that has 10 or more employees must constitute an Internal
Committee (IC). The important features of the IC are as following:
• Minimum 4 members with at least half of the members being women
• IC to have a Presiding Officer who is a senior female employee at the organization
• At least one member to be outside the organization. This member must have experience
working on issues of sexual harassment.

3. Every organization must submit a report annually on the number of POSH cases filed as well as
Actions taken to the district officer.

4. Efforts to be taken by the organization to improve awareness on POSH among employees.

Organizations with less than 10 employees can seek the services of the local complaints committee
set up in each district as per the Act. Where the complaint is against the employer, then also the local
complaints committee can be approached.

What if the person committing harassment is not an employee?

Even then, the complainant can approach IC. It is the responsibility of the committee to forward the
complainant's complaint to the police.

So clearly, in the above question related to harassment faced by Alice, she can complain about the
repair person to the IC under POSH even though he is from a different organization.
 DIVERSITY AND INCLUSION
Lets learn, We can prevent a lot of situations at workplace by
understanding the difference between appropriate and
inappropriate behaviour. Read below a few case studies to learn
how uncomfortable situations can be prevented.
Suresh is blind and in a training institute learning computers and mobility, he uses peoples support to
move around in the new premise he tends to hold on tightly to the arm of the person or at times wants to
hold the waist of the person, nobody has given Suresh feedback and Suresh feels he is doing the right
actions while learning mobility. Do you think this situation can lead to a POSH case if not corrected? Yes it

MODULE 7
could. Prevention is always important. Its important to give feedback to one another when we feel the
behaviour is in appropriate or uncomfortable.

What could Suresh have done better?

Suresh needs to use his mobility knowledge and the appropriate way would be to hold the elbow of the
person and walk around.

Note: While physically assisting a person, one must first ask the individual how they would want to be
assisted and then do the needful. Learning Mobility is a skill and has appropriate behaviour one can join
training institutes to learn the skill of mobility

Ram is deaf and works in an MNC which is a very inclusive organisation and has many deaf employees .He
communicates in sign language with a most of his colleagues. Ram communicates with most hearing
colleagues by lip reading, Sudha, a newly joined employee was very uncomfortable with Ram as she felt
Ram was constantly staring at his lips while talking to her and she complained to the HR. It was then that
the HR told Sudha that Ram was a lip reader.

How could have the HR prevented this situation? Tick the right answers
• Told Sudha to avoid talking to Ram as he is deaf
• Could have let Sudha know that Ram is deaf and communicates by lip reading
• Equipped Sudha with inclusion training to make her feel comfortable to include herself at work
• Introduced Ram to Sudha at work to get to know one another before starting work.

Could Ram have prevented this situation? What could Ram have done? Tick the right answers
• Talk only to deaf colleagues
• Use an Interpreter every time
• Communicated by writing
• Used a badge saying I am deaf
• Used a self- advocacy tool the I AM poster to let Sudha know about him and the solutions he uses to
communicate
• Introduced himself clearly in a manner where Sudha understood he lip reads

What could Sudha have done to prepare herself better before joining an organisation?
• Avoid interacting with PWD colleagues
• Be proactive and understand the team she was joining and prepare herself
• Asked HR for assistance to introduce her to the team
• Asked for an interpreter support
• Be proactive and met her team members to understand the team environment and office culture
before starting work
• Used an interpreter while communicating with deaf
• Asked and not have assumed about Ram before raising a complaint
DIVERSITY AND INCLUSION

How to be mindful with colleagues and peers at workplace, in training etc and prevent
uncomfortable situations by being proactive

Not communicating or asking about a dress Understand before joining any work place,
code and assuming the dress code. Dressing in training institution, event etc on what is the
casual and revealing clothes -eg- keeping shirt dress code. Take assistance and feedback from
buttons, wearing pyjamas, shorts to office. your peers, mentors, managers before starting
work, training etc. Plan well in advance.

Taking your workplace for granted and not Be mindful about your surrounding and
MODULE 7

being mindful about the environment for eg – people's needs. Use the magic words -Please
Just brushing everyone, not apologising, being when you want something and do not snatch,
shabby while moving around not waiting for take or assume people would lend their
your turn and jumping queues at office. belongings to you. ASK and not ASSUME. Say
Sorry when you know you have done
something wrong or even if you are in doubt if
its your mistake or not always be the first to
say sorry. Say thank you freely as it
acknowledges the person and makes a person
feel happy.

Being selfish and self-centred and not being Be mindful and conscious of your environment
mindful about people around you. For eg: do not behave in a manner that makes people
doing as you like, watching movies at office, uncomfortable. Its nice to compliment a
cracking vulgar jokes, having inappropriate person and good to learn the art of
body language, gestures, passing remarks complimenting a person, seek mentorship if
about a persons physical appearance. you lack exposure to working with people.

Let’s learn How to Seek Protection under the Act

The Act works in the following way:

Complainant to file compliant to IC within 3 months of incident. (Additional 3 months in

special circumstances). Legal heir/friend/relative, etc. can also make complaint on her behalf.

IC to look into the complaint. They can try for conciliation (if complainant requests) or else
they must conduct inquiry within 90 days and submit report in 10 days. Conciliation cannot be
in the form of monetary settlement.

Organisation to act on recommendations within 60 days. If complainant is unhappy with

solution, she can approach the judiciary.

If organisation fails to take action as per the report, then they can be fined/have business
license cancelled, etc.
 DIVERSITY AND INCLUSION
Activity
Take a look at the POSH policy in your institute. Write down
the list of IC members as well as Do's and Don'ts in the policy. Time!

MODULE 7
What I learnt today:
Put a if you know this topic well.
1. POSH Act was formed to protect women in the workplace.

2. Sexual harassment as any one or more of the following unwelcome

Acts or behaviours committed directly or indirectly against a
woman in the workplace.

3. It is the Impact and not the intention of the person that matters.
Which means one can have the right intention but ones ACTION
should also be right/appropriate.

4. Workplace = office space + all the places visited by an employee for

the purpose of work + the transportation provided by the employer.
Every organization must have a POSH Policy.

5. Any workplace that has 10 or more employees must constitute an

Internal Committee (IC).

6. If an organization fails to take action on a genuine complaint, their

business license can be cancelled.
FINANCIAL AND LEGAL

8.1 Introduction to Money

Management
LITERACY
MODULE 8

1. The meaning of financial literacy.

2. The difference between needs, wants, and luxuries.
3. How to calculate income and monthly expenditures.

Circle on your top 2 goals with regard to money Thinking

Save more money. Open a bank account. Earn well. Box

Buy something expensive for yourself. Stop spending too much.

Buy a gift for someone close. Invest money. Get a loan.

Help others save money. Make a monthly budget & spending plan.

Purchase assistive solutions (Ex: White cane, wheelchair, hearing aid).

Let’s learn the meaning of financial literacy

Financial literacy is knowing how to manage money
well. It is understanding the way money is saved, spent,
and invested.

Financial literacy helps us make wise decisions about

money and improve our lives. A strong foundation of
these financial skills will help in achieving various life
goals such as education, work, retirement, and being
prepared for emergencies. It also prevents us from
getting tricked into spending more money.

Financial literacy is also an important skill for the

workplace. All leaders and managers in companies
must understand and manage budgets well. Financial Literacy

Ex: Gopal earns Rs. 20,000 every month at his job. He spends Rs. 10,000 every month on rent and other
bills. He spends Rs. 3,000 every month on a gym membership, but he hardly uses it. He uses the remaining
Rs. 7,000 on shopping and eating at restaurants.

Gopal does not have any money saved for emergencies. He is also not spending money on important
things such as insurance. Gopal needs to learn about budgeting, saving money, deposits, and insurance.
This will make him financially literate.

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 FINANCIAL AND LEGAL
Given below are some financial literacy skills. Mark the ones that you
would like to learn.
Creating a budget.

LITERACY
Using bank account facilities.
Using online banking.
Paying bills online.
Managing money/salary effectively.

MODULE 8
Saving money for emergencies.
Saving money for the future.
Handling loans.

Let’s learn the difference between needs, wants, and luxuries

Money can be spent on different kinds of things. The things we spend money on are called expenses. In
the previous example, Gopal's expenses include rent, bills, gym membership, shopping, and eating at
restaurants. Like Gopal, many people don't understand the difference between needs, comforts, and
luxuries.

Let us understand the 3 types of expenses we can keep track of:

1. Needs: Needs are things that all people must have in their lives
to survive. This includes food, water, basic clothing, and a safe
place to live. Needs are the most important expenses. While
making a budget, the expenses for needs must be addressed
first. These are the things that if we do not spend money on,
can lead to an unhealthy or dangerous life.

A few examples of needs are:

· Groceries for food.
· A house to live in.
· Electricity.
· Drinking water.
· Clothes.
· Health and medicines.
· Assistance (Ex: Caregiver) or Assistive solutions.

Note: Find out the government schemes that different states

have for disability aid and assistance.

2. Wants: Wants are things that we would like to have in our lives.
These are things that we desire, but don't need to live or
survive. These things give us a more comfortable, improved,
and easier life. Wants are not as important as needs when
creating a budget. Such expenses are budgeted based on how
much money is available after spending on the needs.

A few examples of wants are:

· Going to the movies.
· Eating out in restaurants.
· Shopping for branded items.
· Travelling.
· Upgrading technology/lifestyle.

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FINANCIAL AND LEGAL

3. Luxuries: Luxuries are things that are the most attractive and
the most expensive as well. These are very costly things that
are not essential to our survival. They are expensive or difficult
to purchase. While creating a budget, luxuries are the last
LITERACY

expenses to address. Money that is left over after needs and

wants can be used for luxuries.

A few examples of luxuries are:

MODULE 8

· Designer clothes.
· Costly phones and gadgets.
· Luxury cars.
· Large houses and land

Sort the list of items given below into needs, wants, and luxuries:
1. Groceries.
2. Gym membership.
3. A trip to Europe.
4. Mobile phone.
5. Assistive aids for a person with disability.
6. Diamond bangles.
7. Rent for a house to live in.

Needs Wants Luxuries

Let’s learn to calculate income and monthly expenditures

Let's look at Sunitha's life.

Sunitha earns Rs. 7,000 every month from her regular job. Every Saturday, she also works as an assistant to
a veterinarian. She gets Rs. 4,000 every month for that. Additionally, she has a scooter that she rents out to
tourists sometimes. She earns Rs. 2,000 to Rs. 3,000 from that.

Sunitha pays Rs. 4,000 as rent in a shared apartment and Rs. 3,000 for monthly groceries. She spends Rs.
500 on her phone bill, Rs. 1,000 on her electricity bill, and Rs. 500 on her health insurance. She also sends
Rs. 1,000 to her brother and pays Rs. 1,000 for her French class. She spends Rs. 1,000 on movies and
restaurants while hanging out with her friends. She saves Rs. 1,000 to Rs. 2,000 every month.

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 FINANCIAL AND LEGAL
Let’s calculate Sunitha’s income. Now let’s look at Sunitha’s expenditure.

Income Amount Expenditure Amount

Salary from regular job Rs. 7,000 Apartment rent Rs. 4,000

LITERACY
Salary from assistant job Rs. 4,000 Groceries Rs. 3,000

Income from scooter rental Rs. 2,000 - 3,000 Phone bill Rs. 500

MODULE 8
Total income Rs. 13,000 - 14,000 Electricity bill Rs. 1,000

Health insurance Rs. 500

Money sent to brother Rs. 1,000

French class Rs. 1,000

The money that Sunitha saves is not Movies and restaurants Rs. 1,000
included in expenditure because she still
Total expenditure Rs. 12,000
has the money. She has not spent it.

Activity
Calculate Tariq's income and expenditure: Time!
Tariq earns Rs. 10,000 as a salary every month. He also has an investment
scheme with the bank where he gets Rs. 500 in his bank account every month.
Additionally, Tariq's mother sends him Rs. 6,000 every month. He pays Rs. 5,000 for his hostel
fees and Rs. 3,500 for monthly groceries. He spends Rs. 600 on his phone bill and Rs. 400 on his
health insurance. Additionally, he spends Rs. 2,500 to repay his bike loan. He spends Rs. 2,000 on
a bike trip with his friends every month. He saves the rest of his money.

What I learnt today:

Put a if you know this topic well.
1. Financial literacy is understanding the way money is saved, spent, and
invested.

2. The things we spend money on are called expenses.

3. The things needed to survive in life are called needs.

4. The things that we desire but are not necessary to survive are called
wants.

5. Very costly things that are not essential to our survival are called
luxuries.

6. All Income - All Expenses = Savings

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FINANCIAL AND LEGAL

8.2 Basics of Banking

LITERACY

1. What is banking and the types of bank accounts.

2. How to open bank accounts.
MODULE 8

3. How to make bank transactions using passbooks, cheques, debit cards, and credit cards.

Tick the banking activities that you have done:

Thinking
Visited a bank.
Opened a bank account.
Box
Deposited money in a bank.
Used a debit card in a shop.
Used a debit card to withdraw money from an ATM (Automated Teller Machine).
Wrote a cheque.

Let’s learn what banking is and the types of bank accounts

A bank is an institution licensed by the government to keep our money safe and loan money to us. All
financial activity can be done through a bank.

To use a bank, you need a bank account. You can open a bank account by going to the branch of the bank
or the bank's website. We need to understand the different types of bank accounts for this:

1. Savings Account What can we do with a savings account?

A savings account can be opened by someone • Save our money safely.
who wants to save money in the account. This • Withdraw cash.
account is used to deposit money. Anybody can • Send money to people easily.
have a savings account. • Take loans.
• Use a debit card and a credit card.
2. Current Account
Business owners and entrepreneurs use a current account. They need to make and receive more
payments than an average person for such an account.

3. Salary Account
A salary account is a bank account opened by an employer through which they pay employees who
work for them. The salary for an employee is thus sent to their salary account.

4. Fixed Deposit Account

This type of account is opened when a person wants to keep money in an account for some time and
earn interest on the money. In such a case, an amount of money is put into a fixed deposit account
and kept there for a fixed period. Fixed deposit accounts are also commonly called FD Accounts.

5. Recurring Deposit Account

Recurring deposit accounts are commonly called RD Accounts. In an RD, a person regularly deposits a
fixed sum of money. This can be every month or once a quarter. Unlike FDs where you need to make a
lump sum (a large sum) deposit, the sum deposited in an RD account is usually smaller and more
frequent. Ex: You can deposit Rs. 500 every month for 2 years in an RD account.

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 FINANCIAL AND LEGAL
Choose the correct answer to the questions given below:
1. RD account is short form for
• Fixed deposit account

LITERACY
• Recurring deposit account

2. 1.What kind of bank account is used by business owners?

business owners?

MODULE 8
• Current account
• Savings account

Let’s learn what banking is and the types of bank accounts

1. Visit the branch of the bank or apply online. What you need to open a bank account:
To open any bank account, go to the bank's
branch (or go to the bank's website) to get the
bank account opening form. This form requires
you to fill in personal details such as your name,
permanent address, date of birth, names of your
parents or spouse, and your signatures to agree
with the basic terms and conditions of the bank.
1. Bank opening 2. Aadhaar Card
form and PAN Card
2. Submit correct documents.
Indian banks compulsorily need certain
documents to be submitted for a new account to
be opened. These documents include an Aadhaar
Card or a PAN Card and two recent passport-size
photos of yourself. Other documents will vary
from one bank to another. 3. Two recent 4. Money to
passport-size photos deposit
3. Wait for the bank to assess the documents.
Banks usually take one to two days to approve an account request. You can wait for the bank to
reach out to you for verification or clarifications.

4. Collect your account details, debit card, and internet banking details.
Once your bank approves your application, a new bank account is opened. The bank gives you
your bank account number and a customer ID to use for online banking. You will also get a debit
card to start using the money in your account.

What are the four steps to opening a bank account?

1.
2.
3.
4.

What documents do you need to open a bank account?

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FINANCIAL AND LEGAL

Let’s learn to make bank transactions using passbooks, cheques,

debit cards, and credit cards
With a bank account, there are many ways to do financial transactions. This includes using a passbook, a
LITERACY

cheque, a debit card and a credit card.

Passbook
MODULE 8

A bank passbook is a physical notebook you are

given when you open a bank account. It has
important bank details like your account number
and bank branch recorded on a page. The passbook
is used to record on paper the details of all your
banking transactions. The details can be printed
and recorded on the passbook when you withdraw
and deposit money.

Cheque

Hello sir! Your bill amount Hello sir! Your bill amount
is ten thousand rupees is ten thousand rupees

Here you go!

Here you go!

A cheque is an official order from one person telling the bank to send their money to another account. It is
a physical paper where the details must be filled out correctly. The cheque has to then be taken to the bank
and deposited. The bank processes the cheque and makes the money transfer. Here's how you can write a
cheque:

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 FINANCIAL AND LEGAL
1. Date:
Write the date for when you want the money to be transferred. If you want the transfer to happen
after 1 or 2 months, you can write that date. This comes on the top right corner of the cheque.

LITERACY
2. Name:
Write the name of the person or organisation you want to send the money to in the 'Pay' line. This
comes at the top of the cheque.

MODULE 8
3. Amount of money in words:
Write the amount of money in words. Write the word 'only' at the end. Ex: For Rs. 10,000, write 'Ten
Thousand Only.' This comes in the middle of the cheque.

4. Amount of money in numbers:

Write the amount of money in numbers. This comes in the middle of the cheque on the right side.

5. Account Number:
Write your account number clearly, without any mistakes. This comes on the bottom left of the
cheque.

6. Signature:
Put your signature here. This comes on the bottom right corner of the cheque.

7. Cross the cheque:

Make two parallel lines in the top left corner of the cheque and write 'Account Payee only'. This
ensures that the money is strictly transferred to an actual bank account of the person for whom
you are writing cheque. Crossing the cheque increases the security of the cheque. It prevents the
cheque from being cashed by someone else.

Debit Card
A debit card is an official plastic card given by the bank. It can take money
from the bank account without directly going to the bank. You can apply
for a debit card when you have a bank account.

You will need a PIN (Personal Identification Number) to use a debit card.
The PIN is a number that you should be able to remember easily. You must
not share your PIN with anyone.

Your debit card can be used in different ways:

• To withdraw cash from an ATM.

You can visit an ATM and use the debit card to withdraw cash. For this, you insert your debit
card into the machine and enter your PIN. You can then follow the options on the ATM screen
and withdraw money.

Note: Persons who are blind or low vision can also use the debit card to withdraw cash from an
ATM independently. ATMs have a screen reader software called voice synthesiser. This software
reads out the options displayed on the screen. By following the screen reader instructions,
users can withdraw cash independently by entering the amount and PIN into the machine.

While accessing the ATM with the voice synthesiser, the person should be oriented to insert the
earphone into the audio jack to follow the voice instructions from the ATM, insert the card, and
collect money from the cash dispenser of the ATM.

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FINANCIAL AND LEGAL

To locate accessible ATMs near you, visit the following link:

http://talkingatmindia.org/

• To pay at billing counters.

LITERACY

You can use a debit card to pay at any billing counter with a card payment machine. Make sure to
check the amount in the payment machine and then enter your PIN to make the payment.

• To pay for things on websites online.

MODULE 8

You can also use a debit card to pay for online shopping and online ticket booking. Websites will
have an option for you to select 'Debit card' as the payment method. You can enter your card details
on the website (like your 16-digit card number) and pay. Make sure to read the instructions on the
website carefully before making such payments online.

Credit Card
A debit card allows you to pay using the money in your bank account. A credit card, on the other hand,
allows you to borrow money from the bank to make a payment. Money borrowed from the bank using a
credit card must be paid back to the bank with an interest amount. Credit cards can also be used to pay at
billing counters and on websites online. You can apply for a credit card at your bank.

How to use a debit or credit card safely

Do Don’t

Report a lost or stolen card Share your debit or credit

to your bank immediately. card PIN with anyone.

Check how much money

Enter your debit or credit card
is in your account before
details on suspicious websites.
using the debit card.

Activity
Choose the correct answers to the questions below: Time!
1. What can you use to withdraw cash from an ATM?
a. Debit card.
b. Passbook.

2. You get a call on your phone. A person tells you that they are calling you from the bank.
They ask you to share your debit card PIN with them. What should you do?
a. Share the PIN with the person.
b. Tell the person that you will not share the PIN with them.

3. What is the correct way to write the amount on the cheque? (Note: The word 'Rupees' is
already included in cheques.)
a. Two Thousand only.
b. Two Thousand Rupees.

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 FINANCIAL AND LEGAL
What I learnt today:
Put a if you know this topic well.

LITERACY
1. There are many types of bank accounts - savings account, current
account, salary account, fixed deposit account, and recurring deposit
account.

MODULE 8
2. To open a bank account, you need to visit the bank, fill in a form, and
submit personal documents such as Aadhaar card and PAN card.

3. Cheques, credit cards, and debit cards can be used to do financial

transactions with a bank account.

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FINANCIAL AND LEGAL

8.3 Online Banking and

Digital Transactions
LITERACY
MODULE 8

1. What is online banking.

2. How to perform digital transactions.

In the list given below, circle the words that you have heard before. If
you know more about these processes, share with your classmates.
Thinking
Note down what Dinesh must do to serve his customers well: Box

Net banking. Login ID. Electronic payment.

One Time Password. Online transfer.

Let’s learn what online banking is

What are some things we can do at a bank?
• Open a bank account.
• Apply for a debit card.
• Send money to someone else.
• Get details of all your transactions (your bank statement).

All these bank activities can now be done online through online banking. Online banking is also known as
net banking or web banking.

Benefits of online banking

Bank activity can be

checked conveniently Payments can
on a phone or computer. be made easily.

Loan applications can

Money can be
be processed quickly.
transferred easily.

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 FINANCIAL AND LEGAL
Look at the options from this online banking page. What actions can be
done when these buttons are clicked?

1. What happens in this online banking option? Account Statement

LITERACY
Note: The icon reads 'Account Statement'.
• Shows all the transactions made in your bank account.
• Withdraws cash from the ATM.

MODULE 8
2. What happens in this online banking option?
Note: The icon reads 'Payments/Transfers'.
• You can transfer money to another account.
• You can apply for a loan. Payments/Transfers

Let’s learn how to perform digital transactions

A transaction is the exchange of one thing for another. A financial transaction usually includes money.

Johny wants to buy a book. He can pay He can scan the QR (Quick Response)
money and buy the book. code and buy the book.

Shwetha wants to book a train ticket. Alternatively, she can use her debit card
She can pay money at the railway and book the ticket.
station and buy the ticket.

She can use net banking to book the ticket as well.

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FINANCIAL AND LEGAL

Financial transactions can thus happen in 2 ways - cash transactions and digital transactions.

• Cash transactions are when physical money is used during the transaction.
Ex: If you pay cash at a shop or if your employer pays your salary as cash.
LITERACY

• Digital transactions are when money is transferred electronically and not through cash.
Ex: When you use a debit card to buy clothes on a website, the money is transferred
electronically.
MODULE 8

There are many ways in which digital transactions can happen:

1. Credit card.
2. Debit card.
3. Online banking.
4. Digital wallets.
5. UPI payments.

The Digital India programme is a programme of the Government of India to transform India into a digitally
empowered society. “Faceless, Paperless, Cashless” is one of the goals of Digital India, to help people to do
cashless, digital transactions.

Activity
Given below are some financial transactions. Time!
Are they cash transactions or digital transactions?
1. Divya needs to book bus tickets, but she doesn't have time to go and
buy it from the ticket counter. So she buys the tickets on her mobile app
using her credit card.
Is this a cash transaction or a digital transaction?

2. Rekha paid the restaurant bill with a 500 rupees note. She is waiting for the change.
Is this a cash transaction or a digital transaction?

3. Akash goes to the market to buy onions. He forgets to take his wallet, so he does not have
any physical cash. He sees that the vendor has a digital wallet and so he pays using his
phone.
Is this a cash transaction or a digital transaction?

What I learnt today:

Put a if you know this topic well.
1. Online banking helps us do banking activities on the internet.

2. Online banking is easy and convenient to use.

3. Digital transactions are financial transactions that are done

electronically, without physical cash.

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 FINANCIAL AND LEGAL
8.4 Online Payments

LITERACY
1. Making online payments through digital wallets.
2. How to transfer money online using BHIM UPI, PayTM, Google Pay.

MODULE 8
3. The benefits of online payments.

In the table below, write “Yes” next to the UPI app you have used or seen
someone else use: Thinking
Box

Let’s learn about making online payments through digital

wallets
Online payments can be done using many methods. One of the most convenient ways to make online
payments is through the use of digital wallets.

A digital wallet is an online payment application that can be used on any mobile device. It securely
stores your payment information and passwords. On a digital wallet app, you enter your credit card,
debit card, or bank account information. When you are shopping, you can use the digital wallet app -
you don't need to carry cash or cards!

When you use a digital wallet, you must follow certain safety measures:
1. Set a strong password for opening the application.
2. Do not share the password with anyone.
3. Do not use digital wallets when you are connected to public
WiFi networks.
4. Always close the wallet application after you finish using it.

Why do you think applications that can store payment information and
transfer money are called digital wallets?

Hint: Think about the uses of a normal wallet.

Write how they compare to the uses of a digital wallet.

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FINANCIAL AND LEGAL

Let’s learn how to transfer money online using BHIM, UPI, PayTM,
Google Pay
Google Pay, Paytm and BHIM UPI are some of the
LITERACY

most common digital wallets used in India. You can

download them from the app store on your
smartphone.
MODULE 8

Here are a few ways in which these applications can Great! Give me your
be used to make payments or transfer money. phone number? I can
send the money to you.
Do you use
Google Pay?
Using the phone number Yes I do!
You can enter the phone number of the person to
whom you want to send the money in the digital
wallet application. You must first check if they also
use a digital wallet on their phone.

Using the QR code

A QR code is a square black and white code that you
can scan with the camera and use. Everybody who
uses a digital wallet will have their own unique QR
code. Anybody can scan the code and send the
money.

At shops that accept payment through digital wallets,

the QR code is displayed for us to scan and use.

Ask your friend for the QR code on their application Yes we do! You can
to scan and send money to them. scan this QR code.

Note –
The steps below are applicable for persons who are
blind or have low vision.

Using Talkback or Voiceover, persons who are blind

or have low vision can use different applications on
their smartphone for making online money
transactions. The steps below explain how to
transfer money with Google Pay:
Do you accept That was easy!
digital payment? Thank you.

1. Open the Google Pay application on the phone.

2. Enter the PIN or use the fingerprint to unlock Google Pay.
3. Double tab on 'Scan any QR Code' to send money using QR Code. You can also double tab on pay
contact or pay phone number to send money.
4. After selecting the mode of transfer (QR code/contact/phone number), type the amount in the
amount field. Double tap on the next button to go to the next screen.
5. In the next screen, verify the contact's details and the bank account from which money is being sent.
6. After verification, double tap on the pay button to enter the UPI pin.
7. Enter the UPI pin and double tap on the submit button to send money. With these steps, the amount
is transferred.

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 FINANCIAL AND LEGAL
Choose the correct answer to the question.

Q1. What is this?

a. QR Code.

LITERACY
b. Phone number.

Q2. Your cousin lives in another city. You want to send them some money.
You both have BHIM UPI on your phone. You also know their phone

MODULE 8
number and address. What is the safest and easiest way to send them
money?
a. Put money in an envelope and post it to them.
b. Send money using the BHIM app with their phone number.

Let’s learn the benefits of online payments

Digital wallets give us many benefits. Let us understand a few of them.
• It is more convenient and faster to use, compared to cash and debit cards.
• It helps you to easily keep track of expenses.
• It makes it easy to send money to friends and family.
• It is safer than using a physical wallet, which can be stolen and misused. Digital wallets have
security features to stop others from using your digital wallet. Even if your mobile device is
stolen, you can disable your digital wallet remotely.

Activity
What are two ways in which using a digital wallet can Time!
make your life easier?

What I learnt today:

Put a if you know this topic well.
1. A digital wallet is an online payment application that you can use on
any smart phone.

2. We can use a phone number or a QR code to make payments on a

digital wallet.

3. Payments are easier, quicker, and safer while using digital wallets.

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FINANCIAL AND LEGAL

8.5 Savings
LITERACY

1. What are savings.

2. Types of saving options.
MODULE 8

3. How to save effectively.

If you could save Rs. 500 for 10 months, what would you use the
savings for? Thinking
Box

If you could save Rs. 10,000 for 20 years, what would you use the savings for?

Let’s learn what savings are

Savings is an amount of money that is put aside without being spent. You can make savings in
different amounts and for different reasons.

Shana's monthly salary is Rs. 40,000. Let's look at her expenses:

Expenses Amount

Rent Rs. 10,000

Course fees Rs. 7,000

Groceries Rs. 2,500

Utilities (includes medical expenses if any) Rs. 1,000

Cell phone bill Rs. 500

Gas bill Rs. 1,000

Eating at a restaurant twice a month Rs. 2,000

Total expenses Rs. 24,000

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 FINANCIAL AND LEGAL
After her expenses, Shana has Rs.16,000 left from her salary. She can choose what she wants to do
with the money.

Shana's monthly salary is Rs. 40,000. Let's look at her expenses:

LITERACY
Option 1: Option 2: Shana can plan her spending to
Shana can decide to increase her get something important for herself:

MODULE 8
expenses:
Shana has been wanting to buy a more
• She can eat more often at restaurants. comfortable bed for herself. The bed she
• She can buy books instead of using likes costs Rs. 50,000. She does not get
the free library in her office. that amount of money every month. Shana
• She can move to a bigger apartment also wants to save a little money every
with a higher rent. month for her retirement.

So what's the best thing for Shana to do with her Rs. 16,000?

She can save it.

She can split the savings into two sections. If she saves Rs. 10,000 every month for 5 months, she can
buy the bed she wants. She can also save Rs. 6,000 every month until she retires.

Savings can be small amounts of Rs. 10 every week or Rs. 100 every month. Such savings can be for
different purposes. They can be short-term like saving for a few months or years for buying an item
for your house or purchasing a useful online course. They can also be long-term like saving for 30
years to 40 years for retirement.

Calculate the expenses and savings for Pandi, Sasha, and Jacob:
1. Pandi's salary is Rs. 16,000. He spends Rs. 4,000 for rent in his shared apartment, Rs.
3,000 for all his bills, Rs. 2,000 for fuel expenses, and Rs. 3,000 for groceries. He also
spends Rs. 2,000 on buying clothes every month and Rs. 2,000 on his hobby.

Pandi's salary

Pandi's total expenses

Pandi's savings

2. Sasha's salary is Rs. 16,000. She spends Rs. 4,000 for rent in her shared apartment,
Rs. 2,500 for all her bills, Rs. 1,000 for taking public transport, and Rs. 2,500 for
groceries. She also spends Rs. 1,500 for watching a few movies every month and Rs.
1,000 on buying one video game.

Sasha’s salary

Sasha's total expenses

Sasha's savings

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FINANCIAL AND LEGAL

3. Jacob is a person with disability. His salary is Rs. 16,000. He spends Rs. 6,000 for his apartment
rent, Rs. 3,000 for his caregiver, Rs. 4,000 for his bills and groceries, and Rs. 500 on medical
expenses. Since he stays close to the office, he does not need to spend on transportation. Jacob is
a foodie and spends around Rs. 500 every month for eating at a restaurant.
LITERACY

Jacob’s salary

Jacob's total expenses

MODULE 8

Jacob's savings

Let’s learn the types of savings options

There are a few types of savings that a person can
consider doing with their money. Imagine that savings
are different pots of money kept for different things. On
each pot, you write what you are saving for.

Let's look at a few types of savings pots that you can have.

Long-term savings
A long-term saving or fund is money that is put aside for a big expense many years from now. When
you are young, it is difficult to think about retirement or your child's college fund. These expenses
seem very far away. They are also expenses that need a lot of money.

Long-term savings help us to prepare for big expenses in the future. We can do that by saving small
amounts of money over a long period of time. The long-term savings pot is to be opened and used
only after many years.

Emergency savings
Emergencies are problems that can arise suddenly without expectation. Some emergencies can be
expensive. A medical emergency can suddenly require you to spend a large amount of money.

An emergency fund is money that is saved and put away to use in case of an emergency. It can make it
easier to deal with emergencies.

When you have an emergency savings fund, it's important to know clearly what is an emergency and
what isn't. It can be tempting to use an emergency fund for expenses like going on a vacation or
spending on a friend's wedding. When you set up an emergency fund, decide what kind of
emergencies you will use it for. The emergency savings pot is to be opened and used only during the
time of such emergencies.

Goal savings
A goal savings fund is money that you save for a specific goal that you've set for yourself. A goal fund
can be different things for different people - maybe you want to buy a new bike or go on a vacation or
buy an expensive pair of shoes. The amount of time it takes to save a goal savings fund depends on
how much money you need for the purchase.

If you want to buy a bike for Rs. 90,000 and you save Rs. 3,000 every month, your goal savings fund is
completed in 30 months. If you want to buy a new dress for Rs. 8,000 and you save Rs. 3,000 every
month, you can buy the suit in 3 months.

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 FINANCIAL AND LEGAL
You have Rs. 1,000 to use for savings every month. How much money
would you put into each of these savings pots given below? (You can
write a goal for yourself in the goal savings pot.)

LITERACY
MODULE 8
Long-term Emergency Goal savings
savings savings

Let’s learn how to save effectively

The habit of saving is an important habit to build, like exercising regularly and eating healthy. It is also
important to note that not everyone can save all the time. Sometimes, we need our entire income to
cover important expenses. Your budget is full of such expenses. Savings are for when there is money
left after covering important expenses.

Here are some tips to save money wisely and effectively:

1. Keep track of everything you spend money on. Write it in a notebook or record it on your phone.
2. Find simple ways to reduce your spending. Avoid spending time scrolling on shopping websites
if you don't need to buy anything specific. Wait and think before buying non-essential things like
clothes and devices.
3. Set a clear goal for your savings.
4. Put your savings money in a place where you can't easily spend it. For a small savings goal, use
an envelope or a box to keep the money. For larger savings amounts, put your money in a
deposit account or in another bank account.

Activity
Set 3 savings goals for yourself to reach by the time you Time!
reach the age of 40. (Take a look at Rohith's goals for
some ideas.)
Rohith’s Goals

I want to save Rs. 500 every month for my retirement.

I want to save Rs. 80,000 to set up a painting studio.
And I want to save an emergency fund of 2 lakhs.
These are my savings goals for my 40th birthday!

My Savings Goals

1.

2.

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FINANCIAL AND LEGAL

What I learnt today:

Put a if you know this topic well.
LITERACY

1. Savings is an amount of money that is put aside without spending it.

2. The different options for savings are long-term, emergency, and goal-
based savings.
MODULE 8

3. You have to develop the habit of saving for it to become a normal part
of your life.

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8.6 Legal Literacy

FINANCIAL AND LEGAL

LITERACY
1. Policies created by the Government of India - Introduction to Legal Literacy Mission, RTI &
Public Grievances.

MODULE 8
2. Basic employee rights.
3. Minimum wages.

Circle the words whose meanings you know:

Thinking
Legal | Justice | Contract | Courtroom | Law |
Box
Constitution | Fines | Illegal | Rights

Pick any 2 words you circled and write down what they mean to you:
1.

2.

Let’s learn some policies created by the Government of India

for legal literacy
Legal literacy means being aware of the protection given to citizens by the law. It is important
because it helps us receive all the benefits that the law gives us. If we do not understand anything
about the legal process, we cannot participate in the good work of the law. The Government of India
has special initiatives that help keep its citizens informed about the law.

Legal Literacy Mission is an initiative to educate people about the Constitution. It aims to
provide everyone with the knowledge of the law. The Mission conducts camps, workshops, and
seminars for people across the country. They focus specifically on the most disadvantaged and
distempered people in the country who can benefit from understanding the law.

Right to Information (RTI) is an Act by the Government of India. It guarantees that any Indian
citizen can request any information (that should be public knowledge) from any department of
the state or central governments. The government must provide the correct information within
30 days. This ensures that we can have access to information from the government. It also gives
us the ability to hold the government accountable when it does not follow the Constitution.

Applying for RTI is a simple process. It can be done either offline or online through the official
website of the RTI.

Did You Know?

In India, persons with disability have filed RTIs for different concerns such as:
· Getting a disability certificate.
· Ensuring barrier-free access in public spaces.
· Accessing disability data for their district, and so on.

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FINANCIAL AND LEGAL

The Public Grievances Portal is an online portal set up by the Government of India. Citizens can use
this portal to make any complaints related to the working of the government. The complaints can be
related to government schools, post services, roadways, etc. When you make a complaint on the
portal, it is checked and assessed. If it is a valid complaint, it is then addressed by the government.
LITERACY

Choose the correct answers to the questions given below:

MODULE 8

Q1. What is legal literacy?

a. Having knowledge and awareness of law related things.
b. Having knowledge of numbers and letters.

Q2. What is the full form of RTI?

a. Roads to Interstates.
b. Right to Information.

Let’s learn what employee rights are

Employee rights are the rights an employee has to be treated in a fair, morally acceptable, or legal manner.
Knowing our rights as employees is important for us to make sure that employers are providing us with
what we need for us to be dignified workers. Here are four employee rights you should be aware of:

1. All employers and employees must follow the conditions given in the
employment letter.
The employment letter is a contract that includes all the details of the working
conditions you have agreed to - how much salary you will be paid, your work
responsibilities, what are the consequences if you do not fulfil your responsibilities,
etc. Insist on receiving an employment letter when you join a company for work.
Read the letter carefully before signing it.

An employment letter is a legally binding contract. So it must be taken seriously.

2. Wrongful termination is illegal.

Wrongful termination is when an employer removes you from your job for an
illegal reason. An employer must mention the reasons you can be removed from
your job in the employment letter.

If an employer terminates your employment for any reasons other than what is
mentioned in the letter, it is called wrongful termination. Ex: It is illegal to take
someone's job away from them because of their age, gender, disability, or religion.

3. Leaves and other benefits must be provided to all employees.

Employers must provide their employees with allowances for taking leave. Every
female employee is entitled to paid maternity leave for 26 weeks which can be used
during pregnancy and/or after the delivery.

4. Employers must ensure that the workplace is safe and free from sexual
harassment.
Employers have an obligation to make sure that all employees in general and
women employees in particular are protected from harassment in the workplace. If
you experience harassment in your workplace, you can send a complaint to the
Internal Complaints Committee (ICC) in your company. All companies must have an
ICC set-up.

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 FINANCIAL AND LEGAL
To know more about the rights for employees with disability, refer to Chapter 2.2 titled 'Our
Constitution: Guiding Principles' to learn about the Equal Opportunity Policy.

Choose the correct answers to the questions given below:

LITERACY
Q1. Why is it important to check the employment letter?
a. Because it is a legally binding document.
b. Because it should not have spelling mistakes.

MODULE 8
Q2. What is wrongful termination?
a. When someone takes a few days off from work.
b. When someone is removed from a job for illegal reasons.

Q3. “Female employees are entitled to paid maternity leave.” True or false?
a. True.
b. False.

Let’s learn about minimum wages. What are minimum wages?

What are minimum wages?
Minimum wage is the least amount of money that an employer can pay someone, so that they can
live a dignified life with basic needs. The minimum wage in India is not the same for everyone in the
country. It is different in different states and cities.

The provision of minimum wages also ensures that the work and labour of people is paid for fairly. It
is illegal in India to bring a person into employment and not pay them for their work.

Have you heard about the Mahatma Gandhi National Rural Employment
Guarantee Act (MGNREGA)?

Search on Google to know more about it! Note down how persons with disability can
benefit from MGNREGA:

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FINANCIAL AND LEGAL

How can an Indian citizen get free legal services?

What can we do if we require legal assistance for issues like wrongful termination or failure to pay fair
wages? We can make use of the National Legal Services Authority.
LITERACY

National Legal Services Authority (NALSA) provides free legal services to people from vulnerable (weaker)
sections of society. NALSA offers many useful legal services. People can apply for legal aid or financial help
for legal fees through NALSA. NALSA also helps to set up alternative forums where legal issues can be
discussed and resolved quickly.
MODULE 8

Who is eligible for free legal services?

• A member of a Scheduled Caste or Scheduled Tribe.
• A victim of trafficking.
• A woman or a child (under the age of 18).
• A person with disability.
• A person who is a victim of hardships like mass disaster, caste atrocity, flood, drought, earthquake, etc.
• An industrial workman.
• A person whose annual income is under a certain amount (This differs in each state.
You can find more information on www.nalsa.gov.in).

Activity
Rajesh and his family have been severely affected by the Time!
flood in his town. However, they have not received the
compensation that is legally due to them.

How can Rajesh get free legal services?

What I learnt today:

Put a if you know this topic well.
1. Legal literacy is being aware of the law and the protections that a
country gives its citizens.

2. Employers are legally obligated to their employees according to the

conditions given in the employment letter.

3. Employers must pay their employees fairly.

4. National Legal Services Authority (NALSA) provides free legal services

to people from vulnerable (weaker) sections of society.

226
9.1 Introduction to the

CAREER DEVELOPMENT
AND GOAL SETTING
World of Work

MODULE 9
1. The different between job and career.
2. The difference between personal and professional life.
3. How to prepare for the world of work.

Note down the top three differences between being a student and Thinking
being an employee:
Box
Sl. No. Being a Student Being a Employee

Ex: Performance is measured based on Performance is measured based on meeting

attendance, exam marks, etc. targets, completing tasks, etc.

Based on these differences between being a student and an employee, think about what actions
you can take to be better prepared for the world of work.

Let’s identify the difference between job and career

Has anyone asked what you want to do when you grow up? They are asking about your career and not
your job! Are you confused? Read further to understand.

Career means the kind of work a person does to reach their full potential. A career depends on a person's
strengths, goals, aspirations, beliefs, and qualifications. A career results from various decisions that we
make throughout life. It is a lifelong journey.

There are many persons with disability including people with severe and profound disability who have had
successful careers across more than 27 sectors. Ex: Deepthi, who does not have upper or lower limb
mobility, started her career with a job as a graphic designer. At that time, she had only completed her 12th
standard. She used different solutions such as a speech recognition software to do well in her job. With the
help of her manager's encouragement and feedback, she started aspiring for a career. She started
networking with others, learnt from her peers, and kept taking on additional responsibilities. This helped
her gain confidence and the respect of others. She got interested in the HR domain and worked hard. She
finished her degree so that she could grow in her career. Today, she has grown and reached her true
potential as the diversity manager for Asia Pacific which is such a different role from her first job!

227
 A job and a career are different. Here are some key differences:
CAREER DEVELOPMENT
AND GOAL SETTING

Sl. No. Job Career

1 A job has a definite starting point A career is the real progression of a person's
and an ending point. professional life. Like Deepa in the above
Ex: Your job can be a teacher in a example, it can include many different jobs
school. over the years.
Ex: In your teaching career, you can be a
2 tuition teacher, school teacher, principal, a
MODULE 9

trainer of other teachers, etc.

3 Jobs are well defined and have a Careers are broad and include a person's
fixed title and salary. educational qualifications, interests, abilities,
skills, certifications, and diplomas.

A career is the connection between A person's career may include multiple jobs.
such multiple jobs.

Interest

Skills Job

Career

Certification

Diplomas
Abilities Job
Education
Qualification

What is the difference between a job and a career? Write down below.

What do you generally say when someone asks you what you want to do
when you grow up? Reflect on whether your answer is a job or a career.

228
Let's understand the difference between personal life

CAREER DEVELOPMENT
and professional life

AND GOAL SETTING

Personal life consists of everything we do outside of work. It can include our leisure time, relaxation,
entertainment, hobbies, family time, relationships, health and fitness, and much more. Personal life is
important as it enriches us and gives us time to rest/relax.

Professional life refers to our working life. It can be our career, our business, or our job.

MODULE 9
It is important to separate your personal and professional lives. It will help ensure that we can be there for
our family, friends, etc. It will also help us get results in our professional lives. Let us understand this better
with an example:

Imagine a busy morning at work. With several messages to read, emails to reply to, and calls to make, you
are continuously on your mobile phone. After 2 hours, you realise your phone battery is low. What do you
do next?

If your guess is to charge your mobile phone, you are right! After being used for a long time, your phone
needs to rest and take time for its batteries to charge.

Similarly, your personal life is about charging your batteries by managing your physical health and
emotional well-being. When this is taken care of, you can perform better in your professional life!

Here are some tips on separating your personal and professional life:

1. Have a specific time for work during

which you only perform your tasks.
Do not get distracted by talking to
family members, browsing through
social media, etc.
2. Take breaks to recharge yourself.
Sitting in front of your computer
desk the whole day will decrease Wor
k
your productivity.
3. Improve your skills from time to
time. Read books, and attend
seminars and workshops that will
improve your skills. Life
4. Prioritise your work tasks based on
how urgent and important they are.

Ex: Nandan is a person with disability. He works in the e-commerce sector. In spite of his hectic work
schedule, he makes sure to exercise for at least 30 minutes every morning. At work, he is very focused on
his tasks. After work, he reads for at least 15 minutes and helps his family with household chores. Every
weekend, he takes out time to meet his friends and pursue extra-curricular activities like bird watching
and pottery.

Like Nandan, why is it important to balance our personal and

professional lives?

229
 Let's learn how to prepare for the world of work
CAREER DEVELOPMENT
AND GOAL SETTING

The world of work is a place where people work or are employed. This can include finding a job,
moving up in the job, finding new jobs, learning to be better at a job, etc. To grow in a job, we need to
stay up-to-date about the latest skills and technologies.

To prepare for the world of work, you need to focus on building a few important skills. You can start
learning about these skills now and keep developing them as you grow in your career.
MODULE 9

These skills are:

Communication skills.

Flexibility /adaptability.

Critical thinking.

Decision-making.

Problem-solving.

Digital literacy.

Soft skills.

Self-learning.

Trust building.

Team work.

Disability-specific skills.

Tip:
If you want to know the meaning of the skills mentioned above, read up about them on Google.

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 CAREER DEVELOPMENT
AND GOAL SETTING
Activity
Many skills and qualities are needed to succeed at Time!
work. A few such important skills are listed below.
Put a tick mark in one of the two columns based on
whether you have already done this or not.

MODULE 9
I have done this. I will do this soon.
(Mention by when you
will complete this.)

I know my interests and abilities.

I can introduce myself to others.

I have a career plan.

I have discussed my career plan with

my family members.

I have a PAN card and an active bank

account.

I have an email address.

I can search for jobs online.

I have a resume.

I have attended a mock interview.

I have conducted a market scan.

I have a plan to manage and save my

money.

I have a disability certificate.

I know at least 5 different jobs done

by persons with disability.

As a person with disability, I am

aware of my solutions.

This is an individual activity. However, you can discuss it with a friend if you need some support.

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CAREER DEVELOPMENT

What I learnt today:

AND GOAL SETTING

Put a if you know this topic well.

1. Career and job are different. A job is short-term. A career combines the
different jobs, qualifications, and roles one has in their entire
professional journey.
MODULE 9

2. Personal life is what we do outside of work. Professional life is our life in

the workplace.

3. Work-life balance is very important to have a healthy and happy life.

4. The world of work is a place where people work or are employed. We

need to keep our skills updated to be relevant at work.

5. You should identify the skills and qualities you already have and build on
them to succeed at work.

232
9.2 My Interests and Abilities

CAREER DEVELOPMENT
AND GOAL SETTING
1. Difference between interests and abilities.
2. Identifying your own interests and abilities.

MODULE 9
What are 3 things that you really like to do? Write at least one
skill you need to do this thing well. Thinking
Box
Sl. No. What you really like to do At least 1 skill you need to do it well

Ex: Play badminton Hand-eye coordination, stamina

1.

2.

3.

What are 3 things that you do very well? Write at least one skill you have
that enables you to do this thing well.

Sl. No. What you do very well At least 1 skill you have to do it well

Ex: Play chess Concentration, calculation

1.

2.

3.

What are 3 things you would want to do?

Write at least one point on the support you need to do this thing.

Sl. No. What you want to do At least 1 point on support you need

Ex: Make tea Learn the proportion of milk and water

1.

2.

3.

Let’s learn the difference between interests and abilities

Sl. No. Interests Abilities

1 Interests are those that a person is Abilities are activities that a person is good
passionate about. at and can do well.

2 These are the activities that we love doing, These are the activities that we are good at
but we might not be good at. but may not give us joy.

233
 It is an interesting challenge to identify how we can match our Assessing interest and
CAREER DEVELOPMENT

abilities to fit into the areas we are interested in. abilities in choosing a career
AND GOAL SETTING

It is possible to have abilities that we are not fully aware of. We Interests Abilities

come to know about our abilities when other people tell us that
we are good at something. It is also possible that we can develop
our abilities in a particular area if we have an interest in it. Our
interests and abilities may not always be in the same field. Our
interests might also change throughout our lives.
MODULE 9

Career options

Q1. Zubia loves to draw, but she is good at singing.

Which of the following is Zubia’s ability?

a) Drawing b) Singing

Q2. Pakur is a low vision. He is very good at cooking. He loves to dance.

Which of the following is Pakur's interest?
a) Cooking b) Dancing

Let's learn how to identify your own interests and abilities

It is important to identify our interests and
abilities while planning a career. Working on
activities which interest us gives us
satisfaction and happiness. It is very
important that an individual considers their
strengths while choosing a career. Ability
becomes an important aspect for an
individual to succeed at a task. Having the
ability to do a particular work helps the
individual feel motivated. It also ensures
that we deliver results at our workplace.

While matching our interests and abilities to

different jobs and a career, it is also
important to be aware of our inabilities.
Each of us have abilities and inabilities. We
can overcome our inabilities with the help of
solutions. To know more, you can explore
Chapter 12.3 titled 'Be Solution Oriented'.

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 CAREER DEVELOPMENT
Let us now identify our interests and abilities. Think about your life and
answer the questions.

AND GOAL SETTING

Interests
Q1. If you had free time in the next 48 hours, what would you do with it?

Q2. What is your answer when people ask you, “What is your interest?”

MODULE 9
Q3. Based on your interests, what career would you like to pursue?

Abilities
Q1. What talents do your friends and family know you for?

Q2. What skills do people usually come to you for?

Q3. Based on your abilities, what career would you like to pursue?

Why is it important to identify our interests and abilities?

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CAREER DEVELOPMENT
AND GOAL SETTING

Activity
Read the paragraph given below and answer Time!
the questions.
Bishnoi is a one-hand amputee. He is a successful fashion
designer in Bombay. As a 15-year old boy, he used to love
singing. He used to participate in many singing
MODULE 9

competitions. He also went for Talent Hunt auditions, but

did not get selected. He felt sad, and decided not to sing
anymore.

After completing school, he joined a diploma course in

fashion design. He performed very well in theory and
practical. He found out that he was very good at dress-
making and embroidery. He completed the course with
top marks in his class.

Q1. What is Bishnoi's interest?

Q2. What are Bishnoi's abilities?

Q3. Was Bishnoi aware of his abilities?

Q4. How did Bishnoi become aware of his abilities?

What I learnt today:

Put a if you know this topic well.
1. Interests are those that a person is passionate about. Abilities are
activities that a person is good at and can do well.

2. We should be able to identify our interests and abilities and match them
to a career choice.

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9.3 Building My Career

CAREER DEVELOPMENT
AND GOAL SETTING
Pathway

MODULE 9
1. Importance of career pathways.
2. How to explore career pathways in different sectors.

What are the different career paths or routes open to you after Thinking
completing your course?
Box
1

Let's learn about the importance of career pathways

Today, we have a lot of career directions or paths which
were not available to earlier generations.

Earlier, persons with disability were either associated with

government jobs with a reservation quota or with limited
professions. For example, blind persons as musicians,
Deaf persons in data entry roles, persons with locomotor
disability doing desk jobs, and so on. Today, in addition to
government jobs, there are many job roles available for
persons with disability in the private sector. They can also
focus on different self-employment trades. With
awareness, access to a larger pool of employable
resources, and the development of technology, job roles
across many sectors have opened up for persons with
disability.

On the one hand, it is exciting to have so many

possibilities. On the other hand, it can also feel stressful
and confusing if we have no sense of purpose or direction.
We could waste precious time in low paying, unsatisfying
jobs. Choosing a career path early can give us a good start
towards a bright future.

A career path is a series of jobs that help you progress

towards your goals and objectives. Ex: If your goal is to
become a principal, you would typically start as a teacher.
You can apply for promotions and also learn leadership
skills to reach your goal.

237
 Tip: In the 21st century, newer jobs and career paths are getting formed every 5 years. So if you
CAREER DEVELOPMENT

decide on a career path today, there is no need to stick to it 5 or 10 years later. If a better career
AND GOAL SETTING

path opens up for you, feel free to follow it.

The most important thing in choosing a career path is to balance between two things:
• Your interests, talent, and ability.
• Demands, trends, and jobs available in the market.

With a career path, you will:

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• Have clarity on your future:

Your goals can be clear to you, helping you choose the right jobs.

• Learn the right skills:

Based on how you want to grow, you can choose the skills you want to keep learning to stay relevant.

• Have the ability to be flexible:

You can choose your career path based on your interests and how the market demands change.

Why is it important to plan your career path?

Let's learn how to explore career pathways in different sectors

Form a group of 3. Go through and discuss the posters given. These are career pathway posters for
the following careers:

• Fashion Designing.
• Computer Operator and Programming Assistant (COPA).
• Cosmetology.
• Stenographer.

As a group, go through each of the posters in detail. After you have gone through them, answer the
questions given at the end of each poster.

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Fashion Designing and Technology

CAREER DEVELOPMENT
AND GOAL SETTING
Q1. What are some of the skills
required to take up this career?

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Q2. What is the starting salary
one can expect in this career?

Q3. What are some new aspects

that you learned about this
career through this poster?

Computer Hardware & Network Maintenance

Q1. What are some of the skills

CAREER PATHWAY

COMPUTER HARDWARE required to take up this career?

& NETWORK
MAINTENANCE
SKILLS TAUGHT IN ITI SKILLS NEEDED BY COMPANY
● Knowledge of basic electronics ● Knowledge of working, upgrading, troubleshooting
● Assemble and repair Personal Computers (PC) PCs and laptops
& laptops ● Server installation and configuration to manage
● Hardware and software installation in PC & laptops

Q2. What is the starting salary

● ● Network security
applications, and powerpoint presentation) ● Safe handling of data
● ●

one can expect in this career?

printers, plotters, & scanners ● Setup and configuration of Local Area Network (LAN)
● Setting up and configuring networking systems using ● Knowledge of internet usage
network devices
● Sharing resources and internet connection through
the network
● Implementation of network security protocol
● Installation and configuration of Windows and
Linux servers CAREER PATHS FOR THIS TRADE
● Browsing online and email communication
ENTRY LEVEL
Polytechnic Lab Assistant, ITI Workshop
Assistant, Data Entry Operator, Network
Trainee, Computer Service Assistant
JOB OPPORTUNITIES AFTER ITI
MIDLEVEL
● Jobs in central government like railways
Senior Lab Assistant, Assistant Training
● Jobs in state government like government ITI,
polytechnics, and engineering colleges
- Network Technician, Computer Service
● Private companies like Wipro, HCL, Dell,TVS
Technician

Q3. What are some new aspects

Electronics, VI Microsystems, & Zebronics
India Pvt. Ltd
SENIOR LEVEL

Superintendent, Manager - Network

Administrator, Computer Hardware Engineer that you learned about this
career through this poster?
UPSKILLING OPPORTUNITIES
● Apprenticeship (NAC Certificate).
● Crafts Instructor Training Scheme (CITS) to become
an instructor in ITI
● Network academy course to become a
network administrator

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 Basic Cosmetology Technician
CAREER DEVELOPMENT
AND GOAL SETTING

Q1. What are some of the skills

required to take up this career?
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Q2. What is the starting salary

one can expect in this career?

Q3. What are some new aspects

that you learned about this
career through this poster?

Stenography

CAREER PATHWAY Q1. What are some of the skills

STENOGRAPHY required to take up this career?
Immediate Skill

per minute for regional language with 95% accuracy Grammar and intricacies of concerned language-
Shorthand speed- 80 words per minute for English, 100 English or regional language
words per minute for regional language with 95% accuracy Knowledge of legal or medical terminology- basis
Communication Skills of organization requirement
Credibility and trustworthiness as stenographers handle
confidential legal documents and proceedings

Job Opportunities

and Institutions. They are advertised by SSC, UPSC for various departments and organizations.

Entry level
Secretary,
Personal Assistant/
Mid-level
Company Secretary,
Office Administration/
Senior level
Executive Assistant
to Director,
Q2. What is the starting salary
one can expect in this career?
Executive Assistant, Coordination, Administrative
Computer Operator, Front Desk Executive Secretary
Data Operator, Typist

Career Opportunities
Industry Upskilling
Finance and Accounts Book-keeping Tally Accounts
Office Administration/Management Modern Office Management
Hospitality Retail Front-Desk Spoken English Modern Office
Operations Management

Q3. What are some new aspects

that you learned about this
career through this poster?

240
 CAREER DEVELOPMENT
AND GOAL SETTING
Activity
Activity 1 needs to be done with a group and Time!
Activity 2 needs to be done on your own.

Activity 1:
Continue with the same groups of 3 for this activity as well. As a group, decide on any one

MODULE 9
career path you want to explore (apart from the four careers mentioned in the last activity
in the posters). Research on the career path that you choose. Try to collect information
about it based on the headings given in the previous posters. Once you have collected the
information, write in the space given below:

Activity 2:
To explore different career pathways, you need to know what jobs are available and suitable
for you. It is important to understand the educational qualifications and skills required for a
particular job. Select any sector you are interested in. Speak to at least 5 people who are
working in this sector. Make sure you ask them the questions given below. Make a note of
their answers so you can understand this sector in-depth.

a) Name of the job role/designation.

b) Educational qualifications required.
c) Skills required.
d) Work experience (in years).
e) Salary when the person joined the job.
f) Salary of the person at present.
g) Responsibilities of the job role.
h) Challenges of doing the job role.
i) Other information regarding the role.

What I learnt today:

Put a if you know this topic well.
1. A career path is a series of jobs that help you progress towards
your goals and objectives by learning continuously.

2. In the 21st century, newer jobs and career paths are getting
formed every 5 years.

3. Choosing a career path means to balance between your

interests, talent, and ability with the demands, trends, and jobs
available in the market.

4. Creating career pathway posters can provide a lot of clarity

about that career and how one can prepare for it.

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 9.4 Job Market Research
CAREER DEVELOPMENT
AND GOAL SETTING

1. How to explore the world of work.

2. How to conduct a market scan.
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What do you understand by the words “Job Market”? Thinking

Box

How can you get information about the “Job Market”?

Is the “Job Market” the same for persons with and without disability?
Why or why not?

Let's learn how to explore the world of work

We have already learned about the world of work and its importance in the previous lessons. In this
lesson, let's learn how to explore it for the growth of our career.

1992 2002 2022

Over the past 30 years, workplaces in India have transformed. Typewriters have been replaced with
computers and laptops. Landline phones have given way to mobile phones and so on. We have seen some
of these changes take place in our homes and schools as well. But have you ever thought of the jobs that
have disappeared along with these changes? Are you aware of the new jobs that have been created?

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 CAREER DEVELOPMENT
With the example of the image given above, think and make a list of jobs that have disappeared and new
jobs that have been created in the past 30 years.

AND GOAL SETTING

Sl. No. Jobs that have disappeared or reduced New jobs that have been created

1. Typewriter repair person Computer technician

2. Post officer YouTube video maker

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3. Medical transcriptionist Accessibility tester

4.

5.

6.

The world of work is always changing. We must be aware of these changes to plan our career
pathways.

Market Scan
Market scan is a process by which we can understand
the ever-changing world of work.
It helps us:
• Identify the different career pathways which suit
our interests and abilities.
• Understand more details about our chosen
careers.
• Learn how to be successful in our careers.
• Develop a plan to achieve our chosen career.
• Get inspired by others in our field.

Note: To know more about the world of work for persons with disability, you can refer to Chapter 12.1
titled 'Prepare for Livelihood Reality'.

Let's learn how to conduct a market scan

1. Identify the career pathways you are interested
in:
You already know the difference between a job and
a career. While conducting a market scan, focus on
a career and not just a job. Ex: Retail sales instead
of a job at a supermarket.

2. Identify sources of information:

Identify various sources where you can get
information about your chosen career. Ex: Internet,
industry visits, alumni, your teachers, etc. Get in
touch with persons with disability or organisations
working for livelihoods of persons with disability to
get a different perspective.

243
 3. Make a list of the different kinds of information needed:
CAREER DEVELOPMENT

What are the various kinds of information you need to know about your career? Ex: Educational
AND GOAL SETTING

qualifications necessary, technical skills required, etc. The career pathway poster can be a helpful
guide here.

4. Be aware of the gender and disability context:

Most of the jobs are assumed to be for certain types of people. Examples are only men can be
drivers, only women are beauticians, people with locomotor disability cannot do travelling jobs, etc.
It is important we don't go by these labels. It's always the skills which matter. Be aware that you need
MODULE 9

to work hard to know which jobs suit your skills and interests and then you can convince people
easily.

5. Set targets and timelines:

Set a timeline for yourself on how long you will take to collect all the necessary information from all
your sources.

6. Prepare a career card:

Bring together all the information you have collected about a particular career in one place.

7. Share your knowledge:

Share your career card and your knowledge with your friends. Learn from and support each other so
that you can all grow together.

Are you clear on how to conduct a market scan? Let's talk about the various ways to collect data
about a career in more detail.

1. Internet:
You already know that not everything online is true or correct. So how can you make sure that you
are getting the correct information?

a. Government websites:
Websites of the Ministry of Labour, Ministry of Human Resources, etc. have accurate information
about various industries in the country. They can also help understand policies related to the
industries. Policies can show trends of where the world of work is heading towards.

b. Private websites:
Trusted private websites such as career search websites (Ex: Naukri, Times jobs, Monster.com, etc.),
and professional networking websites (Ex: LinkedIn) are all good sources to understand career
options. They may also help you understand the requirements for a career and to talk to people who
are already in that career.

2. Newspapers and magazines:

Many newspapers and magazines publish supplements or articles focused on career information.
They contain information about existing or new career pathways, interviews with professionals or
experts in the field, and even news of upcoming job fairs.

3. Career guidance agencies:

These are agencies that provide services to help you understand your career interests and possible
pathways. They can be in person or online, and are either paid or free.

4. Discussions with professionals:

One of the best ways to learn more about a career is to talk to peers and role models who are
already associated with it. You can ask them how they started their journey, their goals and
expectations, what their workday looks like, how they overcame disability-related barriers at work,
etc. You can also ask them about what they like most about their career and what is most
challenging about it.
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 CAREER DEVELOPMENT
AND GOAL SETTING
Activity
Conduct a Market Scan Time!
As per the steps provided above, conduct a market plan to help you
identify and select the best career path for yourself. Make sure to use all
the above methods to collect information. Share your career cards with each
other and discuss them in the class. Below is a sample table to guide you:

MODULE 9
Question Information

Names of companies/organisations where

you can find this type of work

What are the qualifications necessary?

What are the additional skills required for

this career?

What does a day in the work life of a person

in this career look like?

What is the most exciting part of this work?

What are some of the challenges faced in

this career?

What are the growth opportunities?

What is the expected salary for a fresher?

Are there any disability-specific barriers that

could impact the work?

What workplace solutions are required to

perform this work?

Any other necessary information

What I learnt today:

Put a if you know this topic well.
1. Market scan is helpful in understanding the ever-changing world
of work.

2. Identifying the career pathways, sources of information, targets,

and timelines are crucial in market scan.

3. We must collect various data about a career using the internet,

newspapers, career guidance agencies, and working
professionals or peers with disability.

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 9.5 Goal Setting for Your Career
CAREER DEVELOPMENT
AND GOAL SETTING

1. How to define your long-term and short-term goals.

2. How to use SMART goals to prepare a plan for a job or career.
MODULE 9

3. A tool (Monkey Mind-Gorilla Mind) to help achieve your goals.

Mention the top 3 things you want to achieve in the next year: Thinking
1 Box
2

Mention the top 5 things you want to achieve in the next 5 years:

While working on the top 3 things in the next year or the top 5 things in the
next 5 years, you may feel like giving up. Note down at least 3 things you
can say to yourself when you feel this way:

Let's learn how to define your long-term and short-term goals

You must have often heard of the term “goal”. Your teachers, parents, and elders must have asked you,
“What is your goal?”. What do they mean by “goal”?

A goal is what you deeply desire or wish for from your life. It is something you select from many choices,
make a plan to achieve, and take the right actions towards the same.

Goal = Desire/Wish + Plan + Actions

A long-term goal is something you want to achieve well into the future. Ex: Starting your own company, or
building a house for your family.

A short-term goal is something you plan to achieve within a year. Usually, it is a step towards achieving
one of your long-term goals. Sometimes, they are also called milestones. Ex: Identifying 3 investors for
your start-up, or setting up your own bank account, etc.

246
 CAREER DEVELOPMENT
Oh that’s a great I want to start my own

AND GOAL SETTING

goal. What are your company that produces low
steps towards it? cost home appliances

First, I have to finish college

with a top rank. Then I have
to get some experience in a
home appliance company.
After that I will start on the

MODULE 9
steps for my own company

Short-term Goals Long-term Goals

Smaller and easier to achieve Complex and harder to achieve

Timeline of weeks and months Timeline of years

Larger in number Fewer in number

Connected to your present situation Uncertain and depends on achieving

short-term goals

Manu is a person with disability. His long-term goal is to build a house

for his family. Make a note of any 3 short-term goals Manu will need to
achieve to work towards his long-term goal:

CEO

Get promoted

Get a
Short Term goals: management degree

A career goal refers to your vision of your

career pathway. Get a job at a
manufacturing company
Ex: You want to become a CEO at a
manufacturing company or you want to
become an entrepreneur giving jobs to
hundreds of people. Career goals are also
Graduate from ITI
long-term and short-term. Here, the long-
term goal is to become the CEO of a
manufacturing company.

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CAREER DEVELOPMENT

What is your career goal? What are the short-term goals that will help you
AND GOAL SETTING

achieve your career goal?

Career goal Short-term goals

MODULE 9

You can do the same exercise for your personal goals too.

Let's learn how to use SMART goals to prepare a plan for a job
or a career
Rahul's goal is to score high marks in his 10th exams. He decides to study more in
order to achieve his goal. When the results came, Rahul scored 60%. This was more
SMART Goals than he had ever received before, but Rahul and his family were all sad.

What do you think went wrong?

When we are setting our goals, we must be very clear about what we want. In the above example, 'high
marks' is an unclear term. It can mean different things to different people. Similarly, what does 'study
more' mean?

If we want to achieve our goal, we need to be very specific and clear about it. SMART goals help us do this.

SMART stands for

What exactly do you wish to achieve? Ex: I want to get at least 80% in
S SPECIFIC
my 10th exams.

It should be possible to measure whether you have achieved your goal

and also if you are on your way to achieving your goal.
M MEASURABLE Ex: I will study for 4 hours each day; I will take mock tests and check if I am
close to my target.

Be realistic when setting your goals. Ex: If you are currently getting less
A ACHIEVABLE than 50%, then aiming straight for more than 80% may not work out.

Goals take time and effort. Make sure that your goals are useful for your
personal and/or professional life. Make a list of why it is important to
R RELEVANT
achieve this goal. Ex: Getting high marks in my 10th standard will help
me get into my choice of subject for 12th or ITI.

Have a specific timeline for your goal.

T TIMED Ex: This year’s 10th exam.

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 CAREER DEVELOPMENT
When you set your goals to be SMART, you are also simultaneously planning to achieve your goal. SMART
goals are designed to help you define your goal, plan how to achieve them, and identify if you have

AND GOAL SETTING

achieved them.

Let us go back to Manu's long-term goal of building a house for his family. You have already thought of 3
short-term goals Manu needs to achieve. Now, make a note of 1 point each under SMART to help Manu
work towards his long-term goal:

MODULE 9
S SPECIFIC

M MEASURABLE

A ACHIEVABLE

R RELEVANT

T TIMED

Let's learn about a tool (Monkey Mind-Gorilla Mind) to help

achieve your goals
Let us understand the decision-making tool called Monkey Mind-Gorilla Mind with Sujatha's example.

This is the story of Sujatha. She became blind at the age of 12. As a result, she sat at home for nearly 3
years. She felt bad that her parents had to constantly worry about her. One day, a TV show with a visually
impaired person talking about doing his B. Com. convinced her that even she could study further!

Despite many hardships, she took action and continued her studies until she finished her B.A.

After graduating, she tried looking for jobs but was always rejected.

Her Monkey Mind said, “Give up. It's too difficult.” Her Gorilla Mind said, “Earn and look after your family.
They have sacrificed so much! Act now.”

So she joined a skill training program and started learning about how visually impaired women get jobs.
She even began living at a hostel to attend the program.

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CAREER DEVELOPMENT

Her Monkey Mind said, “It's too hard. Just give up.” Her Gorilla Mind said, “If you earn money, your sister
can go to a good college. Act now.”
AND GOAL SETTING

She took action and worked on solving her financial problems and was able to continue training!

After training, she applied to many places again but got no response. Her friend said, “It's because you are
blind.”

Her Monkey Mind said, “Your friends are right. Give up!” Her Gorilla Mind said, “Think of how happy your
MODULE 9

parents will be when you work. Act now.”

Sujatha's friends had lots of things to say: “Companies are heartless” or “The government should help you!”

Sujatha said, “I will not blame anybody – my life is my responsibility. I will take more action!”

She took action by talking to many people and making her resumé more readable. She finally got an
interview opportunity! At the interview, she could see that the interviewer didn't trust her when he said,
“Sorry, you are not a good fit for the role.”

Sujatha cried and thought to herself, “Nothing works. I cannot do this. I failed.”

Her Monkey Mind said, “Can't you see? This is too hard! Give up!” Her Gorilla Mind said, “When your parents
are old, who will look after them? Act now!”

Sujatha continued to learn more and took more action. Today, she works at a bank and is happy with
her job.

Unlike many of her friends, Sujatha listened to her Gorilla Mind and did not give up. As a result, she found
success!

Takeaways from Sujatha's story:

Sujatha's Monkey Mind was always worried about today's problem. However, listening to her Gorilla
Mind motivated her and helped her act. For Sujatha to achieve her long-term goal, the Gorilla Mind
has to win!

There will always be problems which come in the way of achieving goals. It's important to learn to
solve these problems and continue working towards such goals.

250
 CAREER DEVELOPMENT
AND GOAL SETTING
Activity
1. What is your career goal? Use the SMART goal method Time!
to detail your goal.

Goal:

MODULE 9
S SPECIFIC

M MEASURABLE

A ACHIEVABLE

R RELEVANT

T TIMED

2. The Monkey Mind-Gorilla Mind is a self-observation tool that can be used

when you work towards any goal. You can reflect on which mind you tend
to listen to in different situations. You can also discuss this with your
friends and learn from one another.

Based on the SMART career goal you have shared above, make a note of
what your Monkey Mind and Gorilla Mind are likely to say while you are
working towards it. Refer to the example of a career goal given below and
fill the table for your SMART goal.

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CAREER DEVELOPMENT

Career Goal Monkey Mind Gorilla Mind

AND GOAL SETTING

Need a job in a big Multi People who work in such I get to meet many new people
National Company (MNC) companies speak good English, and improve my communication
but I don't. skills.

Will I clear the interview? I can talk to my friends to prepare

for interviews for similar roles.
MODULE 9

I don't like night shift jobs. I will I get to meet and work with
ask for only general shift (9AM to different teams during shifts and
6PM) jobs. I can't travel at night. learn more.

Your SMART Goal:

To gain more practice of applying this SMART tool, you can use this table for any activity or goal of your
choice.

What I learnt today:

Put a if you know this topic well.
1. A goal is the desired result that one purposefully selects, plans for,
and commits to achieve.

2. A long-term goal is something one wants to achieve well into the

future and will take significant time.

3. A short-term goal is something one can achieve within a quick time

frame.

4. Milestones are steps towards achieving long-term goals.

5. The SMART goals helps one to be Specific, Measurable, Achievable,

Relevant, and Time-bound.

6. The Monkey Mind-Gorilla Mind tool can help one work towards and
achieve their goals.

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10.1 Customer Service and

CUSTOMER SERVICE
Relationship Building

MODULE 10
1. The importance of customer service and interaction.
2. The need for building customer relationships.
3. How to build good relationships with customers.

Buying vegetables, going to a hotel, and purchasing clothes – these are

some instances where you are a customer.
Thinking
Box
As a customer, what do you expect from the person selling you the
product or service?

Note down your top 3 expectations as a customer:

1.

2.

3.

Let’s learn the importance of customer service and interaction

Abdul is a person with disability. He needs to travel
from Delhi to Kolkata urgently. He calls his travel agent
to book his ticket. Leena, the Travel Desk Operator, is
assigned Abdul's call. She realises that Abdul is worried
about his last minute travel requirement. She begins
the conversation by telling Abdul she understands his
urgency and will do her best to support him. She asks
him what help he needs and repeats it to make sure
she has the right information. She then politely asks
him to wait while she checks the options. When Abdul
asks for a discount, she provides information about the
deals and offers he can avail. While booking the ticket,
Leena also asks Abdul if he requires assistance to book
an accessible hotel in Kolkata.

By the end of the conversation, Abdul is happy with the customer service he has received from Leena.

In this example, Abdul is the customer and Leena is the person providing customer service.

A customer is a person who buys a product or avails a service. Customer service is the service that is
provided to a customer before, during, or after a purchase.

253
 Example: When you go to a departmental store, the sales person near you volunteers to find the products
CUSTOMER SERVICE

you want and help you. When you go to buy a mobile phone, the sales person identifies your needs and
starts giving you options for mobile phones that you might want to buy. These are a few examples of
customer service.

Why is customer service important?

1. When customer service is good, customers will come to the shop to buy products and services again
MODULE 10

and again. This means that the business will grow.

2. Happy customers will talk to others about the products and services. This will attract new customers.

In Abdul's case, he is happy with Leena's customer service. The next time he needs to buy a flight ticket, he
will go back to the same travel agent. He will also recommend this agent to his friends who want to travel.

Given below are 5 simple ways by which good customer service/interaction can be achieved.
Reflect on how Leena followed these practices during her interaction with Abdul.

1. Have a friendly attitude by smiling and greeting customers when appropriate.

2. Understand the customer's needs carefully and support them accordingly.
3. Know the product/service well to clear the customers' queries.
4. If you are Deaf, connect with customers using sign language, gestures, facial expressions, and written
templates. If you are not Deaf, talk clearly in a good tone, and with the right modulation and
pronunciation.
5. Inform customers about offers, discounts, and new launches as well.

Here is a list of good and bad ways of providing customer service.

Choose and tick the good and bad ones from the list.

Good Bad

1. Being patient

2. Smiling

3. Having good product knowledge

4. Behaving rudely

5. Ignoring the customer

6. Pushing to buy

7. Ignoring complaints

8. Following up

9. Delaying service

10. Being dishonest

11. Not knowing the customer

12. Disrespecting

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Let’s learn about the need for building customer relationships

CUSTOMER SERVICE
The need for building customer relationships is beyond putting a smile on the customer's face.
It is needed to:

1. Create a positive relationship:

This is done by understanding and resolving the concerns of the customer.
2. Retain customers:
Building customer relationships will make them come back again and again to buy the products

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or service.
3. Ensure customer satisfaction:
A fully satisfied customer becomes an ambassador for the business.

Think about a time when you were not happy with the customer service
you received. What will happen if companies don't develop a good
relationship with their customers?

Let’s learn how to build good relationships with customers

Good relationships with customers can be built with time, effort, and trust.

4 Cs to create good customer relationships

Connect
Identify your customers. Let your customers understand your product or service.
Connect with your customers through social media, ads, etc.

Create
People never forget how you made them feel, so create a unique experience for your
customers.

Confirm
Unhappy customers are the greatest source of learning. Get feedback regularly and
confirm the quality of your service to avoid such unhappy customers.

Commit
Keep up your promises and respect your customers' time.

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CUSTOMER SERVICE

Activity
Visit a couple of shops either by yourself or with your Time!
friends. Keenly observe their customer service and rate
them on the basis of the checklist shared earlier. Come
back and discuss your experiences with each other.
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Note down your key learnings below:

What I learnt today:

Put a if you know this topic well.
1. Customer service is the service that is provided to a customer
before, during, or after a purchase.

2. The growth of a business is based on how they treat and interact

with their customers.

3. Creating a positive relationship, retaining customers, and ensuring

customer satisfaction can be achieved by building customer
relationships.

4. We must practice the 4 Cs (connect, create, confirm, and commit) to

build good relationships with customers.

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10.2 Types of Customers

CUSTOMER SERVICE
1. Who is a customer.
2. Different types of customers.

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3. How to communicate with different types of customers.

Note down 3 ways in which customers with disabilities can help a

business grow:
Thinking
Box
1.

2.

3.

Let’s learn who a customer is

1. A customer is a person who buys a product or
service from a seller or a vendor through a
financial transaction.

2. Customers bring in revenue for a business. Thus,

they are very important for small businesses as
well as for big companies.

3. Customers have the choice to choose their

products/brands/services. All businesses have to
compete with each other to attract customers with
their products, ideas, and offers.

As a customer, write down your favourite products and services.

Products Services

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 Let’s learn about different types of customers
CUSTOMER SERVICE

Identifying the different types of customers helps us deal with

them effectively.

There are 5 types of customers:

1. New Customers – Customers who buy a product/ service New Customers Dissatisfied
Customers
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for the first time.

2. Loyal Customers – Customers who repeatedly buy a

product or service.

3. Dissatisfied Customers – Customers who are not happy

with the product or service and have complaints about it. Loyal Researching
Customers Customers
4. Researching Customers – Customers who do a lot of
analysis, comparison, and reviewing before buying or
using any product or service. You may need to engage
with them several times.

5. Bargaining Customers – Customers who look for offers,

best deals, discounts, or additional benefits in their
Bargaining
purchase and argue for the same.
Customers

Usually, what type of a customer are you?

Recall an incident when you were an 'angry customer'. How could the
customer service have been better to not make you angry?

Let’s learn how to communicate with different types of customers

Best ways to handle the different types of customers:
1. New Customers
· The good thing about this type of customer is that they have already finished their research and
are very close to buying a product/service.
· Guide them with more options.
· Keep the customer well informed about the product or service details.
· In short, be ready to answer all their queries.

2. Loyal Customers
· Show appreciation for such customers.
· Provide them with additional benefits and special offers.
· A well-written thank you note along with some discounts can also make them feel special.

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3. Dissatisfied Customers

CUSTOMER SERVICE
· Show them empathy in the first place.
· Make them understand that you are eager to solve their problem.
· Act quickly.
· Do not hesitate to apologise.

4. Researching Customers
· Ensure that you provide maximum details.

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· Share past testimonials and user feedback.
· Provide them with comparisons against competitors.
· Allow them to use samples and provide them with demonstrations.

5. Bargaining Customers
· Make them understand the value they gain from your customer service.
Pay extra attention to them.
· They will be attracted to huge deals and sales.
· Fix the right price.

Activity
Match the following types of customers with the right Time!
examples:

New customer After buying a new shirt, Junaid goes back to the shop because it is
torn.
Loyal customer Meena always tries to get the best deal and value for money while
buying any product.
Dissatisfied customer Payal always buys products from brand ABC because she likes their
quality and price.
Researching customer After deciding what to buy, Suresh goes to shop XYZ for the first time.
Bargaining customer Before buying any product, Daniel speaks to his friends and reads
online reviews.

What I learnt today:

Put a if you know this topic well.
1. A customer is a person who buys a product or service from a seller
or a vendor.

2. Customers have the choice to choose their Products / brands /

services.

3. Identifying the different types of customers helps us deal with them

effectively.

4. Keeping customers well informed about the product, solving

problems, and attracting them on huge deals and sales will promote
business.

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 10.3 Probing to Identify
CUSTOMER SERVICE

Customer Needs
MODULE 10

1. How to recognise the importance of understanding customer needs and expectations.

2. How to identify customer needs.
3. To practice probing with customers.

Think about the last time you went to buy something. Note down any
3 questions the salesperson asked you to understand your needs:
Thinking
Box
1.

2.

3.

Let’s learn the importance of understanding customer needs

and expectations
Let's imagine that you are growing a tomato plant.
What will ensure that your plant grows big, red
tomatoes?

Firstly, you need to understand the needs of the

plant. Next, you must provide proper care for the
plant. If you grow plants with love, care, and passion,
you will be rewarded with a rich harvest. Isn't that
correct?
Repeated Sales Stay Updated
The same logic applies to customers too!

Knowing and understanding customer needs is the

key to every successful business. Caring for
customers is key to growing your business!

The basic reason to understand the customer's needs

is to provide them with what they need. That makes
the customer happy. Customers who love your Building Trust Be a Competitor
product/service are likely to promote you to similar
customers in the market.

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 CUSTOMER SERVICE
Imagine that you are a regular and happy customer of a vegetable shop
near your home. Note down any 3 reasons why you enjoy going to that
shop to buy vegetables:

1.

2.

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3.

Let’s learn how to identify customer needs

Identifying customer needs is simple. Check with the customers about five different criteria as given
below:

Price - What is the price Quality – What kind of

range customers have? quality do the customers need?

Choice – What kind of product Experience - What kind of

or service does the customer customer service will make the
like? Ex., colors, material, customer feel good?
feel which customers like

Convenience – What kind of use is the

customer looking for? Ex., do they
want a shoe to walk in rainy season or
football shoes?

Out of these five areas, which one is most important to you? Is

accessibility another area you consider before buying any product or
service? Write your thoughts below:

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 Let’s learn how to practice probing with customers
CUSTOMER SERVICE

Probing is a way to understand the customer's needs and emotions by asking the right questions to
deliver a better service. To practice effective probing with customers, we can follow the funnel technique
given below:

1. Open Questions
Ask questions that help to understand the feelings,
thoughts, and opinions of a customer. This will help in
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continuing the conversation further. Ex: What are you

looking for? Are you buying the product for yourself or is
it a gift for someone else?

2. Probing Questions
These questions help us go deeper into the conversation
and get more clarity on the customer needs and
expectations. Ex: What is your budget range? What is the
age of the person you are buying this for?

Closed Questions
3. These questions are asked to get particular information
or a specific detail. Ex: Will this product suit your needs?
Do you think your friends will like this product?

Activity
Pair up with a classmate. One of you is the customer and Time!
the other is a salesperson at the National Clothing Centre.
The customer wants to buy a dress for their sister. Practise
probing questions. Enact in front of your class. Write down
the various questions you used in the role play.

What I learnt today:

Put a if you know this topic well.
1. Understanding customer needs is the key to a successful business.

2. Understanding customer needs will help in increasing sales, building

trust, and staying updated with market trends.

3. Identifying customer needs can be done by checking about price,

quality, choice, convenience, and experience.

4. Probing with the funnel technique (Open questions ->Probing

questions -> Closed questions) can be done to check customer needs.

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10.4 Simple Techniques for

CUSTOMER SERVICE
Communicating with
Customers

MODULE 10
1. Importance of using selling techniques.
2. Using simple selling techniques: FAB & cross-selling.
3. Selling to customers.

Dinesh is a person with disability. He owns a grocery store in his

village. People come to his store to buy food products, toilet items,
Thinking
and much more. Box
1.

2.

3.

Let’s learn the importance of using selling techniques

All businesses require some type of selling. Customers can sense if a salesperson is dishonest or
lacks confidence. That is why it is important to earn their trust and build a relationship. If you are not
Deaf, you must practice your voice tone, body language (maintaining eye contact), and closing a sale
after making your pitch. If you are Deaf, connect with customers using sign language, gestures,
facial expressions, and written templates.

Selling techniques help us in building a relationship with customers and ensuring they buy the
product/service.

Like Dinesh, we should practice a few things to be able to make a

successful sale. Put a tick for the things which will help a person sell better:
Tone of voice. Eye contact. Chatting with friends.
Cooking. Body language.

Using simple selling techniques

Here are two simple selling techniques every
salesperson should know and practice:

FAB Cross Selling

FAB: FAB is a logical approach that helps a customer to discover the product or service.

263
 Let us understand the FAB technique better:
CUSTOMER SERVICE

Features Advantages Benefits

The characteristics of a The actual functionality of The usefulness and

product or service, which features in a product or the improvement that
can be technical, physical, service customers can get by
or descriptive using the product or
service
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1. Provides a clear idea on the benefits of the product or service.

2. Helps customers make better choices.
3. Increases sales and profits for the business.

Let’s learn how to practise FABing

By identifying FAB of the product or service, we can start writing the FAB statement for our sales.
It has 3 easy steps:
· List down all the features of a product or service.
· Write down one or two advantages of each feature.
· Get into customers' shoes and write a benefit statement.

Ex: Product Name: Smart phone

Features Advantages Benefits

• 4000 mAh battery. • Long lasting battery. • More power storage.

• Fingerprint sensor. • Security. • Personalized lock.
• 120 megapixel camera. • Good camera quality. • Capturing more images.
• Wireless charging. • Handy charging. • Ability to charge battery
• 64 GB RAM & 2.0 GHz • Fast processing. without a cable and a plug.
processor. • Running apps to store
data & processing speed.

The FAB statement for the above smartphone will be:

“The long-lasting battery with 4000 mAH will help you use the mobile for the whole day with just a
one-time wireless charging. The fast processor allows you to use multiple applications at the same
time. You can also take beautiful pictures with the 120 mega pixel camera. Additionally, the 64 GB RAM
supports you with more storage capacity as well.”

Identify a product/service around you and write down an FAB statement for it.

Product Name:

Features Advantages Benefits

Your FAB Sales Statement:

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Let’s learn about cross-selling

CUSTOMER SERVICE
Cross-selling is a sales technique that aims to market additional
products/services to customers.

Benefits of cross-selling
1. Adds value to the customer.
2. Increases overall revenue.
3. Enables customer engagement.

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How to cross-sell
1. Identify related products and services suitable for cross-selling.
2. Identify suitable customers to cross-sell the products and services.
3. Develop a cross-selling promotions and suggestion plan.

Note down any 2 products or services that are sold using the cross-
selling technique at a shop or a market near you:

1.

2.

Activity
Read the scenarios given below and select the Time!
correct option:

1. You are selling a mobile phone to a customer. The customer asks for a discount and tries to
bargain. Since there is no special offer going on, what should you say:
a) “No, I cannot give you a discount.”
b) “I am sorry. There are no special offers right now. This is the best price for the phone you
have chosen.”

2. Jeetu works at a fast food outlet. In which option is he cross-selling?

a) “Thank you for ordering a burger. Would you like some fries and something to drink with
that?”
b) “Thank you for ordering a burger. What else would you like to buy?”

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CUSTOMER SERVICE

What I learnt today:

Put a if you know this topic well.
1. If you are not Deaf, you must practice voice tone and body language
to close a sale successfully. If you are Deaf, use sign language,
gestures, facial expressions, and written templates to make a pitch
and close your sale.
MODULE 10

2. Selling techniques help in building a relationship with the customer

and ensuring that they make a purchase.

3. An FAB statement helps in explaining the Features (facts and

specifications), Advantages (usefulness), and Benefits (functionality)
of a product or service.

4. Cross-selling is a sales technique that aims to market additional

products to customers.

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10.5 Closing Sales and

CUSTOMER SERVICE
Customer Feedback

MODULE 10
1. Importance of closing a sale or service.
2. How to close a sale or service.
3. Customer feedback and satisfaction.

What do you think the words “closing a sale” means? Search for the
term on Google and write down below.
Thinking
Box

Now that you know what “closing a sale” means, think about the last time
you went to buy something. What did the salesperson say to close the sale?

Let’s learn about closing

You can also get 5%
a sale or service The battery life is discount upon return
longer than my of your old phone
Closing a sale means the process of previous phone
completing a sale.

It is the stage where the buyer commits to

buy the product or service.

Closing technique is an essential skill to

have in order to become a better
salesperson.

From the statements given below, select the one which shows the
closing of a sale:
What are the features of this product?

I will buy this phone, it looks good.

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 Let’s learn how to close a sale or service
CUSTOMER SERVICE

There are many techniques for closing sales. The 3 most important techniques are:

Now or never closes:

The salesperson communicates an exclusive benefit and creates a sense of urgency which moves the
customer to make a decision to buy.

Ex: “This offer is valid only for today.”

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Summary closes:
The salesperson keeps reminding the customer of the value and benefits of the product or the service in
order to close the deal. This helps the customer visualise the points discussed.

Ex: “So we have the Smart TV with a wider screen, 5 years guarantee, and with accessible service centres.
When would be the good time to deliver the product to your house?”

Question closes:
The salesperson closes the sale in the form of a question. The question aims either for a closure or at more
information to understand the reason for not closing the sales.

Ex: Does this offer meet your expectations?

Is there a specific expectation that is not being met with this offer?

Go online and find out more closing sales techniques and write them below.

Let’s learn about customer feedback and satisfaction

The easiest way to find the happiness and satisfaction levels of a customer is by getting their opinion.
Customers sharing their experience and opinion about a product or service is called customer feedback.
The performance of a business is directly connected to customer satisfaction. So it is important that
customers are happy to use the products or services delivered.

Customer feedback is important for the reasons given below:

Serves as a guide for Improve products Sign of valuing

the business and services customer

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Simple and effective ways to collect feedback from customers:

CUSTOMER SERVICE
1. Ask for review on social media 3. Request customers for a testimonial.

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2. Send out a customer feedback survey.

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CUSTOMER SERVICE

Activity
Have you ever done online shopping? Go to any online Time!
shopping portal (such as Amazon, Myntra, or Flipkart) and
choose any item. Go through the customer feedback for the
item in the reviews section. Note down key experiences
shared by the customers.
MODULE 10

What I learnt today:

Put a if you know this topic well.
1. Closing technique is an essential skill for a salesperson.

2. The 3 important closing techniques- are now or never close,

summary close, and question close.

3. Customer satisfaction is the key to business growth.

4. Feedback helps us understand the expectations of the customer.

5. Some simple and effective ways of getting feedback from customers

are reviews on social media, customer surveys, and testimonials.

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11.1 Personal Grooming and

APPRENTICESHIP & JOBS

GETTING READY FOR
Hygiene

1. Importance of personal grooming.

MODULE 11
2. Maintaining personal hygiene.
3. How to groom yourself and use solutions based on your disability.

Write your reflections for the questions below: Thinking

1. How would you feel if you shook hands with someone whose Box
hands are sticky and dirty?

2 How would you feel if you had to sit next to someone who smelt
bad all the time?

Let’s identify the importance of personal grooming

Scenario 1

Robert and Chang are young

boys from Manipur and the
best of friends. They studied
at the same school and grew
up together. Robert doesn't
comb his hair; his hair is
ruffled; his pants keep
slipping down, and he wears
bathroom slippers to school.
Chang is neat, combs his hair,
tucks his shirt in, and wears
shoes. If you are an
interviewer, whom would you
like to meet first and why?

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 Scenario 2
APPRENTICESHIP & JOBS
GETTING READY FOR
MODULE 11

Charan Ajmal

Charan, a person who uses a wheelchair, Ajmal is a person with blindness from Mysore
studied in a school for children with disabilities who attended a school for the blind. He is a
in a small town called Chitradurga. Due to his sociable person with a lot of friends. He learnt
surroundings and family background, Charan how to be well-groomed from his friends. He
has limited exposure to the city and limited job combs his hair well, matches his shirts with his
opportunities. His routine and social circle pants using a colour recogniser app and is
revolve mainly around his school as he doesn't always updated with the latest fashion trends.
have many friends and is generally quiet. He Overall, he presents himself very neatly and
usually wears shorts because he gets down on professionally.
the floor when places are inaccessible to be
able to move easily. Hence, for the interview, he
wore half pants because that is his daily wear.

If you are an interviewer, whom would you like to meet first and why?

In the above 2 scenarios, if you chose Ajmal and Chang, it is because they were better groomed as
compared to Charan and Robert. It is also more likely that Ajmal and Chang will be treated with more
respect.

What is grooming?

When you studied in school, you had to wear a uniform every day. Your teachers told you to wear a clean
and ironed uniform, and shoes. They may have also told you to tie your hair neatly and cut your nails
regularly. All this is called grooming.

Grooming is the process of taking steps to look neat and presentable. This includes how you take care of
yourself and your appearance. This is necessary especially when you go for an interview and start a new
job.

Personal grooming has an influence on: Why is grooming important?

1. How you feel about yourself. • Creates a positive first impression.
2. How other people see you. • Helps you feel confident.
• Indicates that you are a professional.
• Shows self-discipline.
• Improves people's opinion of you.

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Disability solutions for grooming:

APPRENTICESHIP & JOBS

GETTING READY FOR
Sometimes, disability or lack of exposure can become a barrier for grooming, but with awareness and
solutions, every person with disability can be well groomed! Let us understand more.

In the example above, it is easier for Charan to wear shorts. Charan had minimum exposure because he
came from a small town. His family also had minimum exposure and he may have not received feedback
which is why he would not have understood grooming and hygiene. However, once he is aware and
realises the importance of appearing professional, he should ensure proper grooming and wear full
pants for interviews and for his job.

MODULE 11
Growing up, Ajmal did not know what colours to wear due to his blindness. Many times, he did not know
that his pant had a stain when he spilt tea on it. Once he had dandruff in his hair and his black shirt had
white sprinkle. Sometimes, he wore two different coloured socks. However, Ajmal had a lot of friends, he
came from a city and good networking led to him having more exposure. Maybe that is how his
grooming started improving – because his friends gave him feedback whenever his grooming was bad.
Ajmal found different solutions for his issues. Sometimes, when he is not sure if there is a stain on his
shirt, he uses BeMyEyes app and a volunteer checks if he has a stain. He keeps the same coloured socks
tied together so that he does not mix them up.

Panini, who is Deaf, is a visual learner. Hence, she is always well groomed. She is aware that grooming
includes what type of dress she should wear – business, business casual, or casual. Her solution for her
disability is to always ask about the company rules because she may miss out on verbal communication.
Ex: In one company, she understood that on Fridays, she can wear casual clothes such as jeans. In
another company, she was told she has to wear business casuals on Fridays such as saree or chudidar.

You need to make a good first impression in your new job. How will you
present yourself? Write down your top 5 points:

Let’s identify about maintaining personal hygiene

Good personal hygiene means keeping all parts of your external body clean and healthy. In case of poor
personal hygiene, the body provides an environment for germs to grow, and could make you fall sick
easily. It also creates a bad impression, and people may not want to be around you if you are not well
groomed. It is our responsibility to be well groomed for ourselves as well as for our environment. If we
don't maintain hygiene, we may give rise to a lot of diseases and spread them as well. Thus, being
hygienic and well-groomed are also social responsibilities.

If you are a person with disability, it is even more important to ensure that you maintain personal
hygiene. Poor hygiene could result in secondary health issues.

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 Let's have a look at some good practices you can follow to maintain personal hygiene:
APPRENTICESHIP & JOBS
GETTING READY FOR

Wash your hands regularly with soap and water before eating, after using the
toilet, after returning home from public places, etc.

Brush your teeth twice a day. Check for bad breath.

MODULE 11

Shower every day and wash your hair at least once a week.

Get your hair/beard trimmed on a periodical basis.

Do not share personal products like earphones, toothbrushes, combs, etc. with
others.

Keep your fingernails and toenails clean at all times.

Maintain good menstrual hygiene during your periods. Wash yourself properly
every time you change your pad.

Keep your surroundings like your home and work desk clean and organised at all
times.

Wear freshly washed clothes every day. Do not wear the same clothes the next day.
Always wash used clothes and do not store used clothes to wear after some days.

Check for dandruff in your hair which may fall on your shoulders and look bad. If
you are blind, touch and feel your shoulder. If you don't have close family near you,
it is better to use apps like BeMyEyes where you can seek the assistance of a
sighted volunteer online who can check for dandruff.

Do not chew paan or tobacco or keep it permanently in your mouth. Otherwise the
mouth and teeth get stained, looking unprofessional.

Your family and teachers have taught you good, personal hygiene habits
from a very young age. Mention 5 good habits that you follow regularly.
1.
2.
3.
4.

5.

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Let’s learn how to groom yourself and use solutions based on

APPRENTICESHIP & JOBS

your disability

GETTING READY FOR

Do you dress the same way when you:
1. Go to the school?
2. Attend a wedding?
3. Are at home?
4. Go for a festival?
5. Attend an interview?

MODULE 11
If your answer was no, you are correct. Our dressing and grooming will change based on the
occasion.

When going for an interview or an industrial visit, you are required to dress neatly in formal attire.
Let's look at what this means:

For men: For women:

• Wear a formal shirt and pants with formal • Wear a shirt and pants; or a kurti and
shoes. salwar.
• White or light coloured shirts are best. • Make sure your clothes are ironed well.
• Make sure your clothes are ironed well. • If you are wearing heels, do not wear very
• Wear matching socks. high heels.
• Shave and get a haircut if your hair is long. • Keep your makeup light and natural.
• Avoid wearing strong perfume and • Avoid wearing heavy jewellery.
deodorant. • Don't wear strong perfume.
• Carry your resume and documents in a • Style your hair neatly or tie it back.
folder or a bag. • Carry your resume and documents in a
folder or a bag.
• Make sure your clothes don't have stains.

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 For men and women who are blind or have low vision:
APPRENTICESHIP & JOBS

• Use sighted help or use BeMyEyes app when you suspect issues like dandruff or stains on your clothes.
GETTING READY FOR

• If you are a white cane user, ensure that your cane is clean – especially the tip which touches different
surfaces.

For men and women with spinal cord injury or wheelchair users:
• Your wheelchair is part of your personal grooming. Keep it neat and clean.
• If you are using a catheter, keep it discreetly so that it is not visible.
MODULE 11

Activity
Talk to your friends and family. Get feedback from them on Time!
your grooming. Observe people around you and see what
aspects of their grooming you like. Make an action plan for
your grooming based on the feedback and your
observations.

1.
2.
3.
4.

What I learnt today:

Put a if you know this topic well.
1. Grooming is the process of taking steps to look neat and presentable.

2. Maintaining hygiene is important for good health.

3. Formal dressing should be followed when going for an interview or

an industrial visit.

4. You may need to find grooming solutions based on your disability.

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11.2 Building My Resume

APPRENTICESHIP & JOBS

GETTING READY FOR
1. How to identify the key components of a resume.
2. How to write your own resume.
3. To check your resume for common mistakes.

MODULE 11
4. How to communicate about your disability in a positive manner.

Have you made a resume before? Thinking

Yes No Box

What details should be mentioned on a resume?

Case study

Sundar is a smart and confident boy who is Deaf. He aspires to be a software tester and has excellent
computer skills, a good personality, and a friendly nature.

Asha is a soft spoken, intelligent girl who is blind. She aspires to be a financial analyst in a company.

Rita is a dynamic girl and is a very confident person with locomotor disability. She has high ambitions
of becoming a manager.

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 The three of them sent their resumes to a company.
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GETTING READY FOR

Sundar's resume was rejected because the manager felt Sundar did not have the skills to be a software
tester. Though Sundar's resume was well formatted and easy to read, there were many spelling errors
because he is a sign language user and is not strong with spellings. He did not use spell check. The
manager felt that if Sundar could not show quality in his resume, he could not test any software for their
quality.

Asha's resume was also rejected. The manager felt that Asha was not quality conscious which is essential
for a financial analyst. Her resume was badly formatted and had multiple fonts and colors. This is
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because Asha did not know the techniques used by blind persons to “see their formatting” and make the
resume friendly for sighted folks.

The dynamic Rita's resume was selected. Her resume was well formatted, easy to read, and did not have
errors. It outlined her project work, her interests, and her skills. The quality of the resume made the
manager interested in speaking with Rita.

Let's identify the key components of a resume

When you apply for jobs, you will be asked for a resume. A resume is your first mode of introduction to a
potential employer. In many cases, your resume is the first document an employer will look at when
reviewing your job application, and therefore is a “first impression.” It is important to put time and effort
into developing and maintaining an updated resume while looking for jobs.

The key components of a resume are:

• Personal information.
• Career objective.
• Educational qualification.
• Work / Internship experience.
• Achievements / Extra-curricular activities.
• Hobbies.
• Skills.
• Disability Frequently Asked Questions (FAQ) which gives information about your disability
and the solutions you use and may require.
• Understanding the job and communicating your objective and skills adequately.

Reflection Activity

Put a star next to all the correct options.

1. How much time should you spend to prepare your resume?

a. Less than 1 hour.
b. Between 2 to 5 hours.
c. More than 5 hours.

2. As you work on your resume, should you look at other resumes to get ideas?
a. Yes.
b. No.

3 A company judges me by the resume I send.

a. Yes.
b. No.

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4. What information should be included in a resume?

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a. Educational qualification.

GETTING READY FOR

b. University where you studied.
c. Work and education of your father and mother.
d. Work experience (information about previous company).
e. Job role.
f. Percentage of marks.
g. Photos of your family.
h. Hobbies / Interests.

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i. Awards.
j. Contact information.
k. What you like - favorite food, favorite movie, etc.

5. If a company gets a resume with spelling mistakes, they will consider it a bad resume.
a. Yes.
b. No.

6. If I show false experience or skills, I can lose my job.

a. Yes.
b. No.

7. When I give my resume, the company will perform a “background check” – that is, the company
will check and see if I am truthful in my resume.
a. Yes.
b. No.

8. 1.If I am a fresher and have NO work experience, I can include project work (internship) in my
resume.
a. Yes.
b. No.

Let's check your resume for common mistakes

Do's while making a resume Don'ts while making a resume:

• Your resume has to be one or two • Don't write an incorrect phone number
pages. or email ID on your resume.
• Make sure your resume is error-free. • Don't lie on your resume about any
Seek someone's support to proofread information (such as education,
it for you. experience, or even hobbies).
• Use a simple, easy to read font style, • Don't use an unprofessional email
14 size font for the heading and 10 to address (Ex: [email protected]).
11 size for the body of the resume. • Don't write anything negative in your
• Keep it in a neat folder. resume.
Different formats of resumes can be • Don't mention salary expectations on
found online. Choose a simple one your resume.
which suits you best. • Don't round up your percentage marks
• Mention all trade related and technical (Ex: 66.7 is not 66 or 67) or work
skills in detail. experience (Ex: 2.3 years is not 3
• Provide information about your past years). Otherwise, it will appear as if
work experiences and your roles. you are lying.

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 Resume and disability
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GETTING READY FOR

Should you mention your disability in the resume?

1. It is your choice whether or not to mention your disability in your resume. If you choose to mention
it, please use the right language to describe your disability – see table A below for instructions. If
you mention your disability, it is recommended that you have an additional document – “Frequently
Asked Questions about my disability”. Refer table B below for more information. This helps to
remove any questions about the disability.
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2. If you have had bad experiences due to mentioning your disability, you may decide not to mention
it. However, at some point when the interview happens or before you go for the interview, you will
need to disclose your disability so that you can get the right access, assistive tools, and support
required.

3. For those with low vision or who are hard of hearing, mentioning your disability in the resume or
later during interview can cause a lot of stress after you join the job. Choose carefully whether and
when you want to disclose your disability.

Remember: You have a right just like every citizen in the country to take up a job.
Please refer to the section on Rights for Persons with Disability from Chapter 2.2 titled 'Our
Constitution: Guiding Principles' to know more.

Table A – Positive terminology on disability

(For more details, you can refer to Chapter 3.2 titled 'Know Yourself')

S.No. Item Positive/Correct terminology

1. Disability Person with disability

2. Disability related to vision Person with vision impairment

Person with low vision
Person is blind

3. Disability related to hearing Person with hearing impairment

Person with hearing loss
Person who is hard of hearing
Person is Deaf
Person with speech impairment

4. Disability related to physical disability Person with physical (orthopaedic) disability

Person with cerebral palsy
Person with locomotor disability

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Table B: Frequently Asked Questions about disability

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GETTING READY FOR
Always try to give specific data or information. Ex: Instead of “I can travel using my wheelchair”, write
that “I have traveled (_ number) kms over the years across (__ number) states using my wheelchair”.
Use positive words such as “I can” rather than “I cannot”.

Disability Some of the questions that Examples of how to answer the

should be answered in the FAQ questions
(add more as needed)

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Physical disability How do I move around? How do “I can walk 6+ kms with my
Locomotor disability I travel? prosthetic leg.”
Solutions I use.

Blind or low vision How do I read and write? “I read using a screen reader or
How do I move around the a magnifier.”
office? “I travel independently using a
How do I travel? white cane and Google Maps.”
How do I identify people?

Deaf or hard of hearing How do I communicate? “I lip read and use sign
How can people communicate language.”
with me?
My solutions for communication
access.

Activity
1. Prepare your own resume in a Word document using
the information you have noted earlier and take a Time!
print out of the same.

2. Let us review your resumes:

Step 1 Step 2 Step 3

Team up with one Exchange each other's resumes and use the Share feedback
student in your class. checklist given to check each other's resumes. with your partner!

What I learnt today:

Put a if you know this topic well.
1. A resume is the first mode of introduction to a potential employer.

2. The key elements of a resume are personal information, career

objective, educational qualification, disability Frequently Asked
Questions (FAQ), work/internship experience, and skills.

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 11.3 Preparing For An
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GETTING READY FOR

Interview

1. What are interview skills?

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2. How to prepare for an interview.

3. How to follow up after the interview.

How do you prepare for any interview? Share 3 tips below: Thinking
1.
Box

2.
3.

Let's learn what interview skills are

An interview is a conversation between two or more people
(the interviewer and the interviewee). Interviews are done
by employers to check if the candidate is suitable for the
job they are looking to hire for. Many candidates are
interviewed for a job before the final candidate is chosen.

Interview skills refer to your ability to convince the

interviewer that you are suitable for the job role. The
company requires you to understand the job well and be
ready to speak about your skills which are relevant to the
job role during the interview. Prepare yourself for the
following points which are important during an interview:

• Concepts in your education – Companies look for specific qualifications because concepts crucial for
the job are taught during your education. Show that you have understood these concepts by giving
examples.

• Relevant skills with respect to the job you are applying for– The interviewer wants to know what skills
you have and how it will match the job profile. Explaining details about any practical work or projects
you have undertaken will help.

• Hands on skills - The interviewer may give practical problems for you to solve, so be prepared for the
same.

• Tests - Very often, there may be tests before the interview which can include aptitude tests, listening
or writing skills tests, and typing or computer tests for computer-based jobs. Make sure these are
accessible to you based on your disability.

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Important generic interview skills are:

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• Clear communication.

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• Positive body language.
• Active listening.
• Confidence.
• Preparing for interview questions.

Example 1
Kavita has worked in the BPO sector in Delhi for 3 years. She has now shifted to Bengaluru. During the

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interview, she is asked to share her previous job experience. How should she do it?
a. Kavita should tell the manager that she really enjoyed working in the BPO sector and will be very
good at her job.
b. Kavita should talk about the skills she learned in her previous job by giving examples.

Example 2
Salim attends an interview for the position of Back Office Executive. He has worked with Microsoft Excel
before. He knows how to use H-Lookup and V-Lookup, but he does not know how to use macros and
pivot table.

During the interview, the manager asks him about his strengths and weaknesses.

How should Salim answer the question?

a. He should tell the manager that he is very good in Excel (hiding what he doesn't know).
b. He should tell the manager what he knows and what he would like to learn (areas of
improvement).

Example 3
Anita has the following skills:
I. Excellent writing skills.
ii. Excellent computer skills.
iii. Good with oil painting.
iv. Can teach concepts clearly through examples.
v. Can put herself in the shoes of the student.
vi. Can draw a perfect circle on the board.
vii. Can write with her left hand.

Anita is now attending an interview for the position of a computer trainer. Which of her skills should she
talk about in the interview?

a. She should talk about all her skills.

b. She should talk about the skills that are important for the role of a trainer. She should focus
on skills ii, iv and v from the list given above.

If you answered b in all the examples above, you have realised that it is important to be authentic like
Kavita speaking about her BPO skills and Salim describing what he knows and what he does not know. It
is also important to give relevant information for the interviewer such as Anita talking about specific
skills which match the computer trainer job. This helps give the interviewer enough detailed
information on you to make the decision to hire you.

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 Read the statements below and select either “True” or “False” for each of
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them:
GETTING READY FOR

Q1. Employers interview only 1 person for a job.

True/ False

Q2. An HR manager conducts the interview.

True/ False
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Q3. Interview is a casual conversation between two people.

True/ False

Q4. It is important to memorize the answer to tell the interviewer that you know
the concepts (topics) in your education.
True/ False

Let's learn how to prepare for an interview

There are 3 stages to the interview process:

Before, During, and After:

Before During After

Take care of your accessibility Speak slowly, clearly, and confidently. Take down the interviewer's
requirements in advance (see email ID and phone number.
the section below for details).

Take the required documents Maintain eye contact while speaking Be patient and wait to hear
to the interview such as your (if you are a blind person, turn your back from the interviewer.
• resume, photographs, copies body towards the interviewer and
of certificates, etc. talk).

Prepare for questions related If you are Deaf, look at the Call back after a week to
to your resume. interviewer while answering and do follow up on your results.
not look at the interpreter.

Keep the FAQ (Frequently Listen to the interviewer. (If you are Ask the interviewer for
Asked Questions) document hard of hearing or a Deaf person who feedback on how you can do
ready about your disability. is a lip reader, ask the interviewer to better in the future.
talk slowly looking at you and in a
quiet place.)

Read the job description Answer the questions asked by the If the interviewer has
clearly. interviewer clearly. (If you do not questions about your
know the answer to a question, say it disability, share small videos
without hiding it.) Explain your work of how you travel
experience in a logical manner – independently, work on your
highlight what you have learned. computer, and communicate
with people to make them
comfortable.

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 APPRENTICESHIP & JOBS
Before During After

GETTING READY FOR

Eat and rest well. Don't get into unnecessary debates
and discussions.

Reach the interview location Ask questions to the interviewer.

on time. (Don't ask about the salary in the
beginning of the interview.)

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•
Thank the interviewer for their time.

Taking care of accessibility needs before the interview

1. If you are a person with locomotor disability, find out about the accessibility in advance and
reach the location early to take care of any potential issue.
2. If you are a person with blindness or low vision, find out if there are any written tests which
need to be made accessible for you.
3. If you are a Deaf person, find out if there are any listening tests which may not be relevant for
you and also make sure you can have an interpreter to assist you.

What should you take to the interview?

• Multiple copies of your resume.
• Original and photocopies of your educational qualification certificates.
• Photographs.
• ID proofs.
• Experience certificates of previous organisations, if any.
• Short videos of how you use your solutions. Ex: If you are blind, how you use a screen reader
and work on the computer; if you are Deaf or hard of hearing, how you communicate with and
without sign language.
• If you are a person with no arms or are on a wheel chair or on crutches, use simple solutions to
carry all your documents with you.

What should you wear to the interview?

• Neatly ironed, formal clothes. (If you are blind or have low vision, take extra care regarding your
grooming such as dress colour code and matching the colour of your socks.)
• Be tidy and maintain personal hygiene. (Refer to Chapter 11.2 titled 'Personal Grooming and
Hygiene' for more information)
• Comb your hair well and keep it away from your face.
• For Men: Shirt and trouser with well-polished shoes.
• For Women: Salwar kameez, saree, or shirt and trouser.

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 Given below are some important things to do in the interview process.
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Write down whether these things need to be done before, during, or after
GETTING READY FOR

the interview:

Things to do in an interview process When to do? - Before, During, or After

Research about the company

Maintain eye contact

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Thank the interviewer for taking your interview

Answer the questions asked

Make a few copies of your resume

Shake the interviewer's hand

Follow up with the company/interviewer through

a phone call or an email to find out the result of
the interview

Prepare and practice for the questions you may

be asked

Be confident when answering (Even if you don't

feel confident, be positive and bold.)

Disability specific: Deaf - Be comfortable with the

sign language interpreters. Make sure the
interpreter understands your signs well and does
not communicate wrong information.

Get to know the location of the interview and the

accessibility of the place (Reach the location of
the interview at least 15 minutes before the
scheduled interview time).

Let's learn how to follow up after an interview

Before leaving the interview, politely ask the employer about the next steps.

If the results are not announced and the interviewer asked you to stay in touch, wait for a few days. After
waiting for a few days, if there is still no communication from the employer, you can follow up with them.

How do you follow up after an interview?

You can follow up through a telephone call (if you have the number) or through an email (if you have the
email address).

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 APPRENTICESHIP & JOBS
Follow up through a phone call Follow up through an email

GETTING READY FOR

Step 1: Greet them. Step 1: Write a simple subject line.
Step 2: Thank them for their time and Step 2: Start with a proper salutation to the
patience. interviewer.

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Step 3: Express your interest in the job role. Step 3: Thank them for the interview
Step 4: Politely let them know that you are opportunity.
keen to know the results of the Step 4: Politely request for the interview
interview. result.
Step 5: End the call by thanking them and Step 5: End the email by thanking them.
act as per their instructions.

Activity
Reflect on how well you are prepared for an interview. Put a
tick if you are ready for the point given under “points for Time!
interview preparation”. If not, put a star to show that you
need to prepare for that point. You can even add more
points for interview preparation!

Points for interview preparation Ready Yet to prepare

Resume

Names of companies I want to apply to

Formal dress for the interview

Email ID of the HR manager

Location details of the interview

Small video on solutions I use for my disability (how I work

on a computer, how I take notes etc.)

What I learnt today:

Put a if you know this topic well.
1. Interviews are done by employers to check if the candidate is suitable
for the role they are hiring for.

2. Interview skill is your ability to convince the interviewer that you are
suitable for the job.

3. Preparation for an interview is extremely important.

4. Follow up with the interviewer after the interview in a polite manner.

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 11.4 Decoding Interviews
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GETTING READY FOR

1. Do's and don'ts of facing an interview.

2. Common questions asked in an interview.
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1. Tick the skills you think will help during an interview: Thinking
Good communication skills. Box
Driving skills.
Being on time.
Listening.
Dancing.
Well-groomed and hygienic.

2. Sanjana attends a job interview for the position of data entry operator.
She is well dressed and answers all the questions confidently. As part of
the interview, she is given a newspaper and asked to type an article.
When she completes typing it, the article has many mistakes. She takes
30 minutes to type the article. Will she get the job?
a. She will definitely get the job.
b. For a data entry job, it is important to have fast typing skills and to be
able to type without mistakes. Since Sanjana did not have either of these
skills, she will not get the job.

After Sanjana leaves, the manager says, “I cannot believe her typing skills!
She is so slow. On her resume, she had written that she has excellent typing
skills. We cannot believe whatever is written on a resume!”

Let's learn the do's and don'ts of facing an interview

When we attend an interview, we want to do our best so that we can get the job. Put yourself in the shoes
of the interviewer. This will help you understand the expectations of the company.

Let us now understand the expectations of an interviewer while conducting an interview.

1. Sandeep had sent an email to Ravi with the date and time of the interview 3 days before the interview
was to take place. Ravi called the office and confirmed the time and date of the interview the day
before the interview. He also confirmed the venue.

Does Ravi have the right attitude?

a. Yes, because he pro-actively called to confirm the interview schedule. This shows that he is really
interested in the job.
b. No. Ravi should not have called Sandeep and wasted his time as an email was already sent with the
interview details.

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2. Thomas is working as an HR manager. He is talking to his colleague during the tea break.

APPRENTICESHIP & JOBS

GETTING READY FOR
Colleague: How were the interviews?

Thomas: Not good.

Colleague: Why? What happened?

Thomas: Candidates come to the interview for a job, but they show no interest in the job.
3 candidates said they had no questions and 1 candidate asked only about the salary.

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Choose the correct statement:
a. It is important to read up about the company and ask good questions during the interview to
ensure you fit well in the company.
b. It is not important to know about the company and waste time reading up on it.

If you answered 'a' in both the cases given above, you have the right attitude for an interview.

Any interviewer will be looking for candidates with:

• Capability to do well in the job and enjoy the work.
• Knowledge, skills, and attitude that match the job and the company culture.
• Skills including:
• Technical skills.
• Employability skills (Ex: Ability to learn on the job, ability to produce high quality work at a
good speed, ability to improve over time, problem solving, ability to work with others,
flexibility, etc.)
• Life skills and soft skills (Ex: Flexibility, handling conflicts, etc.)
• Right attitude which includes working with sincerity and commitment.
• Hard work and dedication.
• Knowing the impact of the job.
• Ambition to learn and grow in their career.

Do’s of facing an interview Don’ts in facing interview

• Prepare well - Research about the company. • Do not give false information.
• Make a good first impression - Be on time • Do not interrupt the interviewer.
• and dress neatly. • Do not attend an interview without
• Bring a copy of your resume. understanding what skills and attitude are
• Listen and respond carefully. required for the job you are applying for.
• Talk about your skills and strengths. • Do not speak negatively about your
• If you do not know the answer to a previous company.
question, say it without hiding it or lying. • Do not leave the interview without asking
• Keep the FAQ (Frequently Asked Questions) about the next steps.
document ready about your disability. • Do not give an answer in just one word like
• Explain your work experience in a logical “Yes” or “No” unless required.
manner – Clearly highlight all that you have • Do not get overly emotional about your
learned. disability.
• Ask questions about the company and the • Do not ask about the salary in the
role. beginning of the interview.
• Prepare questions to ask the interviewer • Do not hide information such as gaps in
(Ex: Can you provide xyz support that I need your education or work experience.
to do my job well?) • Do not use your mobile during the
interview process and keep it in silent
mode.

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 Which of the following is an example of a good interview?
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GETTING READY FOR
MODULE 11

Panel A Panel B

Javid interviewed two candidates for the role of Training Coordinator. Seema and Merrin have both worked
as a training coordinator before. Javid asks each of them to explain their job.

Seema: I worked as a training coordinator. I help in coordination of the training.

Merrin: I worked as a training coordinator for 2 years. My role required a lot of coordination with different
team members. Once I get the training requirement from the team, I have to look into the venue, and
logistics such as food and training materials. Once the venue and date are confirmed, I have to send the
training schedule to the participants and send a reminder to them the day before the training starts.

Whom will Javid hire?

a. Seema because she answered the question briefly.
b. Merrin because she has a clear idea of what a training coordination job entails.

Merrin has made it easy for the interviewer to understand what she is capable of. It will thus be easy to
make a hiring decision. Seema has not given enough information for Javid to hire her.

Let's learn about common questions asked in an interview.

The interview process is like a discussion between an employer and an employee to understand how both
of them can benefit mutually from the interview.

The discussion involves various possible questions such as the ones given below, so be prepared to answer
such questions:

1. Tell me something about yourself.

2. What are your strengths?
3. What would you call your biggest weakness?
4. Why do you want to work for this company?
5. What do you know about this company?
6. Why should we hire you for this job?
7. Are you willing to relocate or travel for this job?
8. What are your salary expectations?
9. Where do you see yourself five years from now?
10. Do you have any questions for me?

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Disability-related question

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GETTING READY FOR
Many companies will not have experience working with persons with disabilities. When you apply for a
job or attend an interview, the company may have doubts about whether or not you can do good work.
To give more confidence to the company, write down answers to questions the company may ask or
have. (For more details, refer to Chapter 11.2 titled 'Building My Resume').

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Activity
Choose 3 questions from the list on the previous page,
prepare your answers for the same, and write them below: Time!

1.
2.
3.

What I learnt today:

Put a if you know this topic well.
1. There are many do's and don'ts we should follow while appearing for
an interview.

2. Being well dressed and arriving on time make a good first impression
in an interview.

3. We should prepare for some commonly asked questions before an

interview.

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 11.5 Handling Rejection and
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GETTING READY FOR

Failure

1. To identify failure as the stepping stone of success.

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2. How to handle rejection and failure in a positive manner.

What do you do if you fail at something? Thinking

Give up. Box
Continue to work hard.
Complain to others.
Feel very bad.
Learn from your mistakes.

Let's learn how to identify failure as a stepping stone of success

Failure means lack of success in a goal or a task. When you set a goal but cannot achieve it, it is a failure. If
something is not accepted by someone, it is called rejection.

We all experience failure and rejection many times in our lives. To be more successful in the future, we
need to learn to handle failure and rejection with a positive attitude.

Failure and rejection can make us sad or frustrated but in reality, they are the best opportunity for us to
learn something new. By learning from failures, we can discover our weaknesses and work on our
strengths.

1. Learning more from failure

Nila has been preparing for an interview for 1 week. She was very sure that she would get the job. On
the day of the interview, she became nervous. She was not able to answer some questions and got
rejected.
What should Nila do now? Tick the right answer:
• Keep thinking about her failure.
• Practice and work on her interview skills.

Amala took a test to get her two-wheeler license but she could not ride the two-wheeler properly,
and failed the test.

What should Amala do? Tick the right answer:

• Stop riding the two-wheeler.
• Practise riding properly and take the test again.

In the above examples, practising more is the key to success. Failure only provides a mirror to where
you stand and hence is a stepping stone for you to know how much more you need to practise.

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2. Trying again in cases of failure beyond your control

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Lakshmi is blind and applied for a packer role at a factory. She cleared all rounds of the interview

GETTING READY FOR

but did not get her appointment order. She felt rejected and disappointed. She thought she had
bad luck. She kept wondering why this happened to her and became negative.

What could be the reason for not getting the appointment order when she cleared all the
interviews? Put a tick for all the right answers:
a. There was a hiring freeze in the company.
b. Lakshmi's role already got filled and there were no more openings.

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c. The company is going through some organisation restructuring and don't want to go
ahead with appointments at this time.

3. Making decisions when you fail to move forward

Sunil is Deaf. He applied for a job in a hospitality company. He was happy he cleared all rounds
and was given an given an offer letter, but the date of joining was not confirmed and he had to
wait. He felt uncertain because he was now confused and did not know what to do. Should he wait
or look for another job? What would the company do now? Would they reject him? Would he fail
once again?

What would you do if you were Sunil? Put a tick for all the right answers and add your points in
the blank space given.
a. Reject the offer and start applying to other jobs.
b. Talk to a friend who works in the same company to gain some advice.
c. Talk to the manager and understand the reason for the delay.
d. Ask for a written confirmation with the date of joining.
e. Stay in touch with the manager and constantly follow up.

Write down your additional points in the blank space given below.

Handling failures arising from disability

Gowthami is a person a with spinal cord injury who applied to an automobile company for a quality
testing role. She cleared 2 rounds of interviews but in the final round, when she was asked how she
would move around in the locations, she got scared. She was then rejected. What should she do now?
1. Learn to communicate about her disability.
2. Be ready in advance for such questions and prepare an FAQ document about her disability.
3. Learn from all the interview questions and go for her next interview.
4. Be inspired by her own journey of reaching so far and go with confidence to the next interview.

Let's learn how to handle rejection and failure in a positive

manner
Thomas Alva Edison failed 10,000 times before inventing a proper electric bulb. When he was asked how
he did it even after so many failures, he replied “I have not failed. I have just found 10,000 ways that
do not work.”

Another example is of Dr. APJ Abdul Kalam. He was the Project Manager for India's first Satellite Launch
Vehicle. The first attempt was a failure because the rocket crashed into the sea.

293
 However, Dr. Kalam did not stop working on it. Exactly a year later, the launch was successful in the second
APPRENTICESHIP & JOBS

attempt.
GETTING READY FOR

Another real-life example is that of a person with disability who came first in a top university but was still
rejected by companies seventy times. Every time he got rejected, he went to the next interview with more
determination to succeed. Today, he is a very successful senior manager in an MNC company which
operates in 150+ countries.

From the above examples, we can easily understand:

MODULE 11

• It is common to fail or get rejected.

• We all need to learn how to handle failure and rejection positively.
• If we handle failure and rejection positively, our chances to succeed are higher.

Failure or rejection does not mean we cannot try again.

How can you learn from failure and achieve success?

1. It is not about you – Understand that the event or situation was a failure or rejection. That does not
mean that you are a failure or a reject! Understanding this difference will make you get up and take
2. the right action.

3. Think about it - Note down all the steps you took. Revisit your plan. Go back to the tools you used –
Ex: For interviews, the tools could be interview preparation checklist, resume, document verification
checklist, etc. Find out what you could have done differently.

4. Stay focused - Do not lose focus from your goals. Talk to peers and understand how they handled
rejection or failure.

5. Take a break - Take a small break before you think about your next steps.

6. Don't give up - Do not stop even if you don't succeed at first. Continue to set goals for yourself . Be
aware of your monkey mind which wants to give up and remember your gorilla mind which reminds
you of your life goal (such as looking after your parents).

7. Accept others' support - Take inspiration and support from people around you.

8. Believe in yourself - Even if things do not work out, believe in your abilities.

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 APPRENTICESHIP & JOBS
GETTING READY FOR
Activity
Identify a person who inspires you (either a friend, a family Time!
member or a professional). Ask them the below questions
to understand how they handled failure or rejection. Note
down their answers in the space below:
Q1. Have you experienced failure or rejection?

MODULE 11
Q2. How did you overcome the feeling of failure or rejection?

Q3. How did you change your approach in order to succeed?

Q4. What are the 3 things you learnt from this experience?

1.

2.

3.

What I learnt today:

Put a if you know this topic well.
1. Failure means lack of success in a goal or a task.

2. We need to handle failure and rejection with a positive attitude.

3. By learning from our failures, we can know our weaknesses and work
on our strengths.

4. We can learn from our failures if we follow these tips: analyse, stay
focused, take a break, don't give up, accept others' support, and
believe in yourself.

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 11.6 Industry Visit: 1 Hour
APPRENTICESHIP & JOBS
GETTING READY FOR

Activity
Industry visits or exposure visits help you experience the Time!
real world of work and give you a chance to talk to experts.
MODULE 11

Request your institute to organise an industry visit to a

nearby company.

It is always good to prepare a few questions before going on an industry visit.

Make a list of 5 questions you would want to ask professionals during your
industry visit:

1.

2.

3.

4.

5.

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11.7 Reflection After Industry

APPRENTICESHIP & JOBS

GETTING READY FOR
Visit
Activity
Tick the points you focused upon during your industry visit: Time!

MODULE 11
I spoke to experts and professionals.
I learned how a workplace functions.
The visit helped me make decisions about my career.
I understood that I need to build the right attitude for a workplace.
I understood what workplace solutions will be required to do the job I want.
I found internship opportunities.

Share your industry visit experience with your family members:

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 11.8 Introduction to
APPRENTICESHIP & JOBS
GETTING READY FOR

Platform Based Jobs

1. The meaning of platform-based jobs.

MODULE 11

2. To explore portals such as Urban Company, Helpr, etc.

3. How to register on portals.

Which of these apps are you familiar with? Thinking

Are these apps accessible? Put a tick next to them if yes. Box

Let's learn what platform-based jobs are

Thanks to the Internet, we don't always have to find a company to hire us. Platform-based jobs are a great
way to create self-employment. Such jobs can also help us earn well!

Platform-based jobs are jobs that you find by being part of a particular online platform or an app. Ex:
Drivers can find many customers by using apps such as Ola or Uber in big cities.

Different types of work opportunities and jobs can be found through such websites and apps. Platform
based jobs connect workers in two main ways:

1. Worker to Customer

2. Worker to Company

3. Worker to Customer:
Jobs for plumbers, electricians, and delivery people can be found through apps such as Urban
Company, Helpr, Dunzo, Swiggy , Zomato, etc.

4. Worker to Company:
Some apps help you find work with different companies directly. These jobs include writing, editing,
designing, etc.

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 If you sign up to do platform-based jobs, you have the choice and

APPRENTICESHIP & JOBS

flexibility to choose how often you will work. How many hours a week

GETTING READY FOR

would you work? What timings would you choose?

Did you know that persons with disability are working in different
platform-based jobs? For example, food delivery has been done by
persons with physical disability using modified vehicles and there are
Uber drivers who are Deaf! There are persons with disability who also get

MODULE 11
online contract work from platforms for jobs such as designing, editing,
and photoshop.

Fill in the blanks given below:

I would like to work as a _____________________________in a platform-based job.
I would like to work_____________________________hours per week.
I would like to work from___________________AM/PM to________________AM/PM.

Let's learn to explore portals such as Urban Company, Helpr, etc

Given below are some of the most popular websites for platform-based jobs in India. These platforms
usually have two sections in their websites - one for the customers to use and another to be used by
people who want to use it to find jobs. Such websites invite people to be partners with them or to
sign up as professionals to offer their services.

Urban Company is a platform where people look for electricians, plumbers, beauticians, and other
experts. If you offer any of the services that are mentioned on Urban Company, you can find jobs on
the portal.

Helpr is another popular portal for all kinds of household work including pest control, cleaning
services, electrical services, plumbing, and relocation services.

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 Take a look at the image given below of services available on Urban
APPRENTICESHIP & JOBS

Company. Make a list of the jobs that a person can find on the portal.
GETTING READY FOR
MODULE 11

1.

2.

3.

4.

5.

6.

Let's learn how to register on portals

Portals that offer platform-based jobs can open up many opportunities for you to work. If you would like to
explore using these portals, spend some time undertaking research about them on the internet. Read and
watch videos about other people's experiences of working for such portals. Read the information given on
the portals carefully as well. In order to register on such portals, follow the steps given below:

Activity
Explore the Urban Company and Helpr websites. Write 2 Time!
advantages of using these sites to find jobs. (If you don't
find the websites accessible, write to the authorities
concerned so that they make them accessible.)

1.

2.

3.

What I learnt today:

Put a if you know this topic well.
1. There are online apps that connect us directly with people who want
to hire us for jobs. Such jobs are called platform-based jobs.
2. Urban Company and Helpr are two of the most common platforms
for these jobs.
3. We can apply to be a partner or a professional on these platforms.

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11.9 Applying For Jobs

APPRENTICESHIP & JOBS

GETTING READY FOR
Through Online Platforms

1. What job search engines are.

MODULE 11
2. How to find and apply for jobs online.
3. How to find various job roles available for technicians.

What do you need to apply for jobs on online job portals? Thinking
Educational certificates. Box
Valid email ID and phone number.
Bank account and debit card.
Resume.

Let's learn what job search engines are

Job search engines are also called job portals. They are websites where companies share details of
jobs which are available. You can search for jobs as per your skills and interests.

Companies share a job description for each opening which helps you understand if you are a good fit
for the job or not. It has details of the role, the job location, and qualifications required for the job.
This way, job search engines make it much easier for us to find work that fits our training and skills.

Here are some popular job portals in India:

301
 Portals like and Indeed have all kinds of jobs. Specialised portals are designed to find jobs in very specific
APPRENTICESHIP & JOBS

categories. Ex:
GETTING READY FOR

• Freshersworld is a portal specifically for freshers or people who have just finished studying.
• Jobs For Her is a portal specifically for women to help them find jobs.
There are also specific portals for persons with disability such as Swarajability and CII Speciality Jobs.

Jobs for Persons with Disabilities- PM DAKSH-DEPwD

The Department of Empowerment of Persons with Disabilities (DEPwD) has developed a dedicated portal
for PwDs to get information on the vacancies available in the private sector for PwDs across India. PwDs
MODULE 11

can register themselves with their UDID number or UDID Enrolment Number.

To register click on the link –

www.pmdaksh.depwd.gov.in

Write the names of any 3 popular job search engines you have heard of:
1.
2.
3.

Let's learn how to find and apply for jobs online

You can find jobs online by using job search engines and by following the steps given below. You can create
your profile on multiple portals for wider reach as well.

Step 1: Profile creation

Create a profile on the website. Share your basic details, your educational
qualifications and training, and details of any other work experience.

Step 2: Upload resume

Upload a full and updated PDF of your resume to your profile. Your profile is now
complete.

Step 3: Job search

You are ready to search for jobs. Use specific keywords to search for job openings.
Use the filter options to set your preferences for location of the job. Read the search
results carefully.

Step 4: Apply for jobs

Read the job description of each opening that comes up and find some information
about the company. Once you click the "Apply” button, your resume will be shared
with the organisation or you will be redirected to the company website to apply.

Step 5: Application status

Check the job portal regularly for new job postings and for updates on your
applications as well.

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How can you identify fake jobs?

APPRENTICESHIP & JOBS

1. Companies do not usually ask for money when people

GETTING READY FOR

apply for jobs.
2. Do not share personal financial information such as your
bank account number, debit card number, or PIN with
anyone.
3. If they offer to pay a lot of money for very little work, it is
suspicious and could be a fake job.
4. If they offer you the job without checking your skills or

MODULE 11
interviewing you, it is a fake offer.
5. Look up company reviews online and on websites like
Glassdoor before appearing for interviews.

Choose the correct answers to the questions given below:

Q1. What can be included while creating a profile on an online job portal?
a. Your resume.
b. Your debit card number.

Q2. How can you apply for a job that you find online?
a. Call the customer care number.
b. Follow the application instructions given in the job description.

Q3. Which is the best search term to find a job as a medical technician in
Hyderabad?
a. “hospital technician Hyderabad”
b. “technician job India”

Let's learn how to find and apply for jobs online

When looking for technical/trade related job roles, it may sometimes be difficult to find jobs online
through job portals. In such cases, you can take a different approach. Follow the below given steps to
search for trade specific jobs:

1. Make a list of companies.

Search for companies you would like to work for. You can make this list based on your skills and
a market scan or by talking to people in a similar field.

2. Search using relevant job titles.

Using the correct words to search for a job is very important. Companies have different titles
for the same job role. You can use key skills to look for jobs as well.
Ex: Using the word 'computer technician' will give you better results than just using the word
'technician'.

3. Search on the correct portals.

You can search on job portals like Naukri.com or the website of the company you are interested
in. Find the 'Careers' page on the company's website and search for jobs.

4. Use various filters.

When looking for jobs on the internet, you can set filters as per your years of experience,
technical skills, and preferred location.

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 5. Contact companies directly.
APPRENTICESHIP & JOBS

If you are unable to find a careers page or job listings online for a particular company, look for an
GETTING READY FOR

email ID or contact number online. In the mail, you can share your resume. Alternatively, you can
call on the listed number and ask if they are hiring for positions you are interested in.

Activity
Write a list of 2 or 3 people who are working in your field. Time!
MODULE 11

They can be alumni or friends and family.

1.

2.

3.

What I learnt today:

Put a if you know this topic well.
1. Job search engines are a place where different companies post about
available jobs.

2. You can apply for jobs on job search engines using a resume and
following the instructions given.

3. You can find the right jobs online by using correct search terms and
using a good online job search engine.

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11.10 Enrolling For

APPRENTICESHIP & JOBS

GETTING READY FOR
Apprenticeships

1. About the NAPS portal.

MODULE 11
2. How to register on the NAPS portal.
3. How to apply for jobs on the NAPS portal.

What is the meaning of apprenticeship training? Explain in your Thinking

own words. Box
Tip: If you do not know about apprenticeships, ask the placement officer or
Employability Skills trainer in your institute.

Let's learn about the NAPS portal

National Apprenticeship Promotion Scheme (NAPS) is a scheme by the Government of India to
provide apprenticeship training through employers. An apprenticeship is a one-year training
program in a specific industry for ITI students. Any person who has completed 14 years of age, is
physically fit, and has minimum qualifications can undergo the apprenticeship training. The training
includes basic, practical training that is helpful in a workplace. A monthly stipend amount is also
provided.

Benefits of Apprenticeship Training

• On the job training.
• Earn while studying.
• Operate advanced machinery.
• Learn industry best practices.
• Receive certificate on completion.

The NAPS portal is the online portal where you can find all the required information about
apprenticeship training. It has a list of all the apprenticeship opportunities provided by different
companies across the country. The website is www.apprenticeshipindia.gov.in.

Visit the www.apprenticeshipindia.gov.in. Explore the following options on the screen:

1. Register.
2. Apprenticeship Opportunities.
3. Get Started > Candidate User Manual.

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 Let's learn how to register on the NAPS portal
APPRENTICESHIP & JOBS
GETTING READY FOR

To register on the NAPS portal, you should have/meet the following requirements:
1. Any ITI certificate (original).
2. Should be between ages 14 to 60.
3. A valid mobile number and an email ID.
4. Aadhar card, photo, digital signature, and ITI certificate for registration on the portal (in .jpeg
or .png format).

How to register on the NAPS portal

MODULE 11

1. Go to the link www.apprenticeshipindia.gov.in

2. Click on ‘Candidate Login/Register’ on the top part of the screen.

3. Fill in your personal details and click the Submit button:

• The name entered here should match the name on your Aadhar card.
• Add the correct 10-digit mobile number and a valid email ID as registration will be activated
through them.
• Ensure your password is easy to remember. You can also note it down.

306
4. Note down your registration number for future reference. You will also get an email from

APPRENTICESHIP & JOBS

Apprenticeship India to validate your email ID and activate your account.

GETTING READY FOR

MODULE 11
5. Now check your email. Open the verification mail and click the Activate button.

How to complete your profile

1. Once logged in, you will have to click on the button ‘Complete Your Profile.’ You will not be able
to apply for any apprenticeship opportunities without completing your profile.

2. Start by clicking the 'Edit' button to complete your 'About Me' section and contact details.
(Note: You will have to upload your date of birth ID proof and digital signature. Keep soft copies
ready before you start updating the 'About Me' section.)

307
 3. Now click the 'Add Education' button and submit details about your qualifications.
APPRENTICESHIP & JOBS
GETTING READY FOR
MODULE 11

4. Then select 'Education Qualification' under 'Qualification Type':

• Select 'ITI' from the 'Qualification' drop down.
• Under 'Category/Sector' choose either 'NCVT' or 'SCVT'.
• Under 'Specialisation', enter your trade name.
• Enter your ITI Name in the Institute section (Do not use any characters like: - , . * when entering
the ITI name).

5. Click 'Choose File' to upload your ITI certificate and then click 'Update.'

6. Now edit the 'Preferences' and select your preferred trade.

308
7. Then click 'Aadhar Verification' and enter your Aadhar number.

APPRENTICESHIP & JOBS

GETTING READY FOR
MODULE 11
Fill in this form as required by the NAPS portal.

Let's learn how to apply for jobs on the NAPS portal

Candidates Dashboard
There are 3 sections on the Dashboard:
1. Contracts:
This shows any contract that you have signed with a company.
Many companies can send you a contract, but you can only sign one.

2. Applications:
This shows all the applications that you have completed.

3. Invitations Received:
Sometimes, a company might see your profile and invite you to apply to their company.
Such invitations can be seen here.

How to apply for opportunities

1. Click on 'Apprenticeship Opportunities' on the top menu to view all available opportunities.

309
 2. Select your preferred location, course, industry, and qualifications by using filters.
APPRENTICESHIP & JOBS
GETTING READY FOR
MODULE 11

2. Search using relevant keywords to find job opportunities that fit your needs.

3. Then click on the 'Apply' button when you find an opportunity that is a good fit for you.

After you apply, the company will review your profile and invite you for an interview.
If the company selects you, they will issue a contract.

Activity
Choose the correct answers to the questions given below: Time!
Q1. What can you do on the NAPS portal?
a. Apply for NAPS apprenticeship opportunities.
b. Apply for any job in any company.

Q2. How can you find relevant opportunities on the NAPS portal?
a. By checking your email.
b. By searching with relevant keywords.

Q3. How many contracts can you sign at a time on the NAPS portal?
a. One.
b. Five.

What I learnt today:

Put a if you know this topic well.
1. National Apprenticeship Promotion Scheme (NAPS) allows you to
apply for apprenticeship training in different companies.

2. The NAPS website has all the relevant information.

3. The NAPS portal is where you can create a profile and apply for
apprenticeship training opportunities.

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12.1 Prepare for Livelihood

SPECIFIC SKILLS
Reality

DISABILITY
In this lesson you will learn :

MODULE 12
1. The livelihood reality for everyone.
2. To understand and enjoy the game of employment.
3. The four stages of action to prepare for employment.

Bharani and Jagan finished their degree in IT. Jagan is a Thinking

person with disability. When they both applied to companies, Box
they were told that some companies are not hiring this year
due to less profit. They tried in the company where their
friend joined a year ago as a fresher.

Now that company wants only experienced people. They attended

interviews in some good companies which were 30 kms away from
their homes. Both did very well in the interviews, but it was not the
exact job role they were interested in. Finally, they applied to a
company with the job role they were interested in. They were told
that their skills were not an exact match.

Reflect: Is this a problem only happening to Bharani and Jagan? Is

this a problem with companies? Are they having bad luck? Or is this
the reality when you are looking for jobs?

Let’s learn about the livelihood reality for everyone

From the example above, we have learnt the following:

The journey of a person with or without disability while searching for a job or a livelihood will have many
ups and downs. This is the reality! Any livelihood or employment has two main players – the job seeker with
disability and the job provider or employer. Getting employed is based on many factors. Some are within
our control (such as the skills we have) while others are outside our control (such as market conditions).

Every job seeker and job provider have their own needs and expectations. Knowing and accepting the
reality for both players is important for the right matching to happen.
 Accepting the reality of a job
Let us understand this with Salim's example. Salim is a person with disability. He is a vegetable seller.
SPECIFIC SKILLS

He decided to be a vegetable seller because many of his family members were doing different
DISABILITY

businesses. When Salim started selling vegetables, he learnt about many factors which were not in
his control. These include:

Seasonal fluctuations.
MODULE 12

Working during festival days or weekends.

Unpredictability of daily sales – can either be high or low.

Suppliers not delivering vegetables on time.

Customers bargaining, etc.

Note down 2 more factors that are out of Salim's control but can affect
his job:

1.

2.

Reflect: Is Salim's job as a vegetable seller easy? Every job comes with factors outside our control. So,
is any job easy? How can the reality of any job be accepted and worked around?

Salim was able to accept the reality of being a vegetable seller and enjoy the challenges his job
brings. He is doing really well in his work and life.
Understanding the game of employment

Let us understand this better with an example:

SPECIFIC SKILLS
DISABILITY
There are 10 persons with disability who have completed their education. All of them are looking for a job.
There are many obstacles they need to cross such as:

MODULE 12
Now, let us look at Company XYZ in this situation. As the job provider, here are some hurdles they need to
manage:

No jobs
Not ready to
available for
hire persons
persons with
with
disability
disability

No/limited
Don't know job vacancies
how to make for persons
jobs suitable with and
for persons without
with disability disability

Job selection
Applicants need process not
certain degrees accessible for
or must be from persons with
certain colleges disability

3
 The 10 persons with disability who are looking for jobs and Company XYZ will need to accept and
work around these obstacles or hurdles at the same time. Every time an obstacle is solved, a new one
SPECIFIC SKILLS

may come up. This is no different than any video game or sport you have played! With these
DISABILITY

obstacles, the constant change in supply and demand makes the 'Game of Employment' dynamic. If
your attitude is to win this game and if you take action on these obstacles just the way you play video
games or sports, you will enjoy the journey and do well.

Let’s learn about the four stages of action to prepare

MODULE 12

for employment
So far, the focus has been on factors outside our control, but don't worry! There are many actions you
can take to take charge of your livelihood:

Stage 1
Awareness: Know your skills, areas of interest, and what actions you can take

Sheila and Neel are persons with disability. After completing their training, both of them were keen
to work in the IT sector.

After attending 4-5 interviews, Sheila realised her communication skills were not up to the mark. So
she decided to volunteer with an NGO and improve her communication skills. After volunteering for
6 months, she applied for a job in an IT company. She successfully cleared the interview and got the
job!
Neel, on the other hand, went back to his hometown after the training. No IT companies
were hiring for job roles with his skill set. Instead of sitting at home, he decided to gain
experience by working in another sector. He worked with a company in the hospitality
sector for a year. He got many opportunities to develop his people skills and project
management skills. A year later, he applied and got selected for his dream job in an
IT company.

Like Sheila and Neel, you can:

•· Find out what jobs can be done with your educational background.
•· Explore what jobs persons with disability do.
•· Understand what jobs are available in your area.

Stage 2
Readiness: Build the knowledge, skills, and attitude to be job ready.

Antony is a person with disability. He has some volunteering experience. He recently got selected for
an internship in a finance company.

Since Antony had done a B.Com. degree, he knew the domain well. He joined an employability
training to prepare for this internship. During this training, he started travelling by bus on his own.
He went for exposure visits to learn about the tasks, barriers, and solutions for different job roles.

When Antony learnt what workplace solutions he can use, he started becoming his own placement
officer. He tried matching his knowledge, skills, and attitude with requirements of different jobs.
 Like Antony, you can build your knowledge, skills, and attitude to be job ready by doing the following:
•· Attend employability and other skills training to stay updated.

SPECIFIC SKILLS
•· Ensure your documents (e.g. Disability Certificate, Aadhar Card, etc.) are in order.
•· Prepare your resume and self-advocacy tools.

DISABILITY
•· Gain confidence by attending mock interviews.
•· Start travelling on your own.

MODULE 12
Stage 3
Engagement: Learn how to add value to your job role, team, and company

Seema is a person with disability. After completing her degree and employability training, she joined a
company in the retail sector.

She was the first person with disability to join her team. Initially, her manager did not assign her enough
work. She used to feel alone in office as very few people spoke to her.

It took Seema some time to learn the processes and get used to the work in her company. She took part in
extra-curricular activities and volunteered for different projects. This made it easier for her to become
friends with her colleagues.

Like Seema, you can add value to your job role, team, and company by doing the following:
•· Seek opportunities to demonstrate your potential.
•· Make others comfortable with yourself and your disability.
•· Focus on the value you can bring to your job role, team, and company.
•· Understand the impact of your work.

Stage 4
Growth: Take responsibility for your career progression.

Rohit is a person with disability. He has been working for a healthcare company for 4 years. After doing the
same job for 4 years, he wants a change.

Rohit speaks to his manager. His manager asks him to work on two tasks:
1. Get feedback about his performance from his team.
2. Speak to his seniors to understand what actions they took to grow in the company.

After completing these two tasks, Rohit learnt more about his strengths and areas of improvement. Ex: He
realised his inability to work in an unstructured environment. He also observed how his seniors took time
out to attend conferences and complete online courses.

Rohit then started taking up opportunities to learn and grow in the company. Eventually, he got promoted!
 Like Rohit, you can take responsibility for your career progression in the following ways:
·• Learn to ask for feedback and work on it.
SPECIFIC SKILLS

·• Interact with others in the company and in your sector to build your networks.
·• Increase your learning bank to stay relevant in the job market.
DISABILITY

·• Take up opportunities to showcase your skills and aspirations.

MODULE 12

Activity
Get in touch with 3 PwDs who are working, ideally 1 in a government Time!
job, 1 in a private sector job, and 1 who has their own business (self-
employment). Speak to each of them about their journey.

Understand what tasks their job role entails, barriers faced at the workplace,
and the solutions they found. Note down your key learnings in the table below:

Employment type Job role Barriers Solutions

Government job

Private sector job

Self-employment
(Own business)

What I learnt today:

Put a if you know this topic well.
1. Livelihood realities from the point of view of the job seeker
with disability and job provider (employer).

2. Accepting the reality and enjoying the game of employment.

3. Actions you can take for your employment under awareness,

readiness, engagement, and growth stages.
12.2 Expect More From

SPECIFIC SKILLS
Yourself as a PwD

DISABILITY
In this lesson you will learn :

MODULE 12
1. How everyone has abilities and inabilities.
2. Respecting your journey as a person with disability.
3. Importance of not giving excuses due to your disability.

1. Kavya asks her company for work from home because she Thinking
has a disability. Box
2. Felix has low vision. He does not want to do second shift
because he cannot see well at night.
3. Ajay has a spinal cord injury. He asks for the first shift due to
medical reasons regarding his bladder and bowel which the NGO
has certified.
4. Rohit wants relaxation in his work timings because he uses a
wheelchair.

These are examples where persons with disability have some

requests for their company regarding their work. Note down your
reflections on each person's request below:

In the examples above,

1. Kavya may have some genuine reasons to work from home. Ex: If she has a severe disability and there
is an issue with transportation. If that is not the case, does Kavya feel that her disability is a
“qualification” to work from home?
2. Felix may not know a solution to overcome the issue to move around at night. Does Felix want to find a
solution? Does he use his disability as an excuse or does he see himself as a person just like everybody
else with abilities and some inabilities?
3. Ajay should be allowed to work in the first shift due to medical issues. However, will he be flexible and
come for meetings when needed in any shift? Or does he use his medical issues as an excuse?
Does Rohit want the relaxation in timings for a few days till he finds solutions to reach on time, find
4. accessible parking, etc.? Or does he want relaxation just due to his disability which might seem like an
excuse?

In all the above examples, if Kavya, Felix, Ajay, and Rohit see themselves as persons first i.e. equal to
everybody else, they will expect more from themselves. When they expect more, each of them will try their
best to overcome their challenges and this will help them get more opportunities as well.
 In the next section, let us understand how persons with and without disability look at themselves and
learn how to “see” every person for who they are.
SPECIFIC SKILLS

Let’s learn that everyone has abilities and inabilities

DISABILITY
MODULE 12

Let us look at the examples of 3 people:

Adil Rekha Christina

Adil is Deaf. Rekha is a person Christina is a person
with low vision. without disability.

Ability Inability Ability Inability Ability Inability

Can Cannot hear Can move Cannot see Can speak in Cannot
communicate around using colour multiple read
using Indian a cane languages fast
sign language

Can lip read Cannot lip Good in Cannot swim Moves Does not
in English read in English around know to swim
Kannada

Can type fast Cannot swim Can type fast Cannot draw Has good Does not
written skills know
computers

Can ride Can dance Doesn't know

a bike to dance

Can speak
well in Hindi
From the above examples, we can see that everyone can do some things and cannot do some things.

SPECIFIC SKILLS
Both people with and without disabilities have abilities and inabilities. There is no difference.

DISABILITY
Question: If everybody is equal, why do some people with disability, like in the examples above, not
expect more from themselves?

Answer: Sometimes, the person with disability has not learnt to see their own abilities. They have not

MODULE 12
learnt to respect their own journey as a person with disability.

Let’s learn to respect your journey as a person with disability

Let us understand the journey of a person with disability.

THIS IS VIJAY.

What do you feel when you see Vijay?

What do you think he can do (his ability)?

What do you think he cannot do (his inability)?

Vijay is a person who can:

•· write with a pen in his mouth.
•· type with his feet.
•· move around independently.
•· enjoy life.

Do you think Vijay was able to do all this from his childhood? No! He had a journey. He faced many
challenges. In the process, he also found the right solutions for himself and learnt many things.
Like Vijay, you would have also faced many challenges, possibly in the following areas:
•· Communication
•· Mobility
•· Education
•· Daily living
• …and many more.

Like Vijay, you would have also found solutions to some of your challenges. This journey of making your
inability an ability would not have happened overnight. It would have taken some days, many months, or
even years!

You have learnt not to give excuses due to your disability. You have learnt to make your inability into
an ability using the right solution.
 Let’s learn more about not giving excuses due to your disability
Let us look at two scenarios of persons without disability:
SPECIFIC SKILLS
DISABILITY
MODULE 12

Scenario 1:
There is a bus driver whose timings are from 2 PM to 10 PM. He does not want this shift because his
children are alone at home after his wife passed away. One day, due to a traffic jam, he had not yet
reached the final place even at 10 PM. He stops the bus, gets down, and goes home.

Do you think what the bus driver did was right?

Scenario 2: Rs. 2,000! Rs. 20,000 ?

You are working with an MNC and your
salary is Rs. 20,000. The accountant pays
Rs. 2,000 instead of
Rs. 20,000. He made a mistake because he
had family problems.

How will you feel?

In both the scenarios, the bus driver and the accountant faced real problems, but their actions
caused inconvenience to everyone.

Let us now look at scenarios of two persons with disability:

Sunita Shreeja

Sunita, a person with disability, completed her Shreeja, a person with disability, completed
B.Com. She lived 40 kms from the training her B.Com. She lived 8 kms away from the
centre. She was living with her old training centre. She attended the training
grandmother. She got up early, cooked for her for a few days and then complained that it
grandmother, changed 3 buses, and came to was difficult for her to travel by bus. She
the training centre. She was always on time! could not afford to take an auto either.
She never took leave or gave excuses related Sometimes, she would go late to the centre.
to travel, being on time, etc. due to her Due to her disability, she faced challenges in
disability. attending the training regularly.

If you were an employer, who would you hire in your company and why?

If you chose Sunita like many others, it could be because you see Sunita not giving excuses due to her
disability.

Points to note:
•· A company cannot alter its rules as per your convenience because of disability or other issues.
You have to work as per the company's requirement.
•· No extra/special privileges will be given because you have a disability.
•· As a person with disability, if you need some reasonable accommodation at your place of work, you need
to analyse yourself and your disability needs and inform the company of accommodations that you would

SPECIFIC SKILLS
require.

DISABILITY
Remember:
Your convenience should not compromise your work, as it impacts the company and its customers.

MODULE 12
Activity
Write down your abilities, inabilities, and Time!
solutions for your inabilities:

Abilities Inabilities Solution for Inabilities

Ex: Can speak Bengali Ex: Cannot stand for 8 Can use a chair to sit down
hours continuously

What I learnt today:

Put a if you know this topic well.
1. Both persons with and without disabilities have abilities and inabilities.

2. Everyone has their journey, including a person with disability.

3. We should not be giving excuses due to our disability.

4. We can turn our inability into an ability by using the right solution/s.
 12.3 Be Solution Oriented
SPECIFIC SKILLS
DISABILITY

In this lesson you will learn :

1. Importance of developing a solution-oriented attitude to solve disability-related challenges.
2. Practise solution-oriented thinking.
MODULE 12

3. Role of workplace solutions in the life of a person with disability.

Komal, a person with disability, recently joined a manufacturing Thinking

company and relies on her friend and co-worker Shama, who does Box
not have a disability, for commuting to work. When Shama took a
3-day leave for a family function, Komal also had to take leave for
the same period because Shama was not available. This caused
problems for Komal at work. What advice can you give Komal?

Note it down below:

Let’s learn the importance of developing a solution-oriented

attitude
In Komal's example, the advice we can give Komal is to find solutions like
using apps like Ola or Uber, shared auto, or to learn to practise traveling
on her own to reduce her dependency on Shama. This may take time for
Komal, but it will slowly get easier for her over time. If she does not do
this, the company will have concerns about Komal's reliability to
guarantee her attendance. This in turn may affect Komal's chances at
growth in her job. She may not get the right opportunities where she
may have to travel to different places.

Why is Komal not realising this issue?

The reason is that Komal's dependency on Shama was her only solution.

Dependency on a family member, colleague or friend is not a

bad solution. However, that should not be your only solution.

Like Komal, many persons with disability have been helped by others and
hence may not look for alternate solutions. Komal may not realise that
the helpful person will not be available all the time and that after some
time, the person may feel that Komal is taking advantage of them.
 When a person with disability is too dependent or gets help, they don't have too much

SPECIFIC SKILLS
responsibility. This means that they learn less about life and hence, may not be able to solve
small day-to-day problems.

DISABILITY
Everyone has problems. It is important to have multiple alternative solutions for a challenge or a problem,
whether a person has a disability or not.

MODULE 12
A solution-oriented attitude is when you expect more from yourself and always look for a solution without
giving up. Understand your own capability to find solutions and develop this attitude even more, so that
you can take advantage of opportunities for your growth and gain respect!

Let’s learn to practise solution-oriented thinking

Humans have been practising solution-oriented thinking for years. Solutions are all around us.
We use them every day.

Let us see examples of solutions we use every day.

What do people use for the following challenges?

Challenge Solution

To calculate large numbers

To reach a shelf that is at a height

To climb 10 floors

To see a bird far away

To stand for 10 hours

To carry 10 books

The answers are simple!

We use a calculator to calculate.

We use a ladder to reach high shelves.

We use a lift to climb 10 floors.

We use a binocular to see far away birds.

We use a chair to avoid standing for 10 hours.

We use a bag to hold 10 books.

 All these solutions help all of us overcome limitations!
SPECIFIC SKILLS

Let us develop a solution-oriented attitude. Write down the solutions for each of the problem
statements below:
DISABILITY

Problem Statement Solution

There is a power cut at Asha's home. How

MODULE 12

will she move around?

Kumar is making tea for his mother. The

sugar tin is kept on the top shelf which is
out of his reach. How will he reach it?

Suresh, a person with disability, is

supposed to reach his office at 9:00 AM.
There are no proper bus facilities from his
house to office. How can Suresh reach his
office on time?

Prasad is a Deaf person working in a

company. One day, he falls sick. How will
Prasad inform his manager that he is sick
and will not be able to come to office?

Let’s learn the role of workplace solutions for a person with

disability.

and
to COMPLETE
It is a OVERCOME the task
solution as per
challenges
expectations

Workplace solutions are alternate ways for a person with disability to do their work effectively.

Ex: Pratap is a person with cerebral palsy. His hands shake continuously, making it difficult for him to
use a computer effectively at his workplace. What does Pratap do to overcome this challenge?
Kamal is Deaf and recently joined an MNC. He is thinking of how he can make his peers comfortable
at work. What does Kamal do to overcome this challenge?

SPECIFIC SKILLS
DISABILITY
Communications cards
for Deaf, Hard of Hearing, Deaf Blind
How to make my
and Deaf Low Vision
team comfortable?
Break the Ice in no time!

MODULE 12
Keerthi is blind and has to go for an interview. She wants to convince her family that, as person who
is blind, she can travel independently. What does Keerthi do to overcome this challenge?

A SmartCane Empowers
the visually impaired through
independent and
safe mobility!
Two Modes of Obstacle Detection
It uses ultrasonic ranging to detect

1 2
obstacles and convey distance Set Smartcane to Set Smartcane to
information to the end users through Outdoor Mode... Indoor Mode...
distinct vibratory patterns.
Helps users to Helps users to
avoid collisions with avoid unwanted
over hanging and contact with objects
protruding objects. from knee to head
height.

Persons with disabilities can work in any job with the right workplace solution and an
enabling environment.
SPECIFIC SKILLS

Activity
DISABILITY

Reflect on these 3 scenarios and note down your thoughts. Time!

Scenario 1
Viresh is a person with vision impairment. He has to wear formal clothes with
MODULE 12

formal socks and shoes to office. He has different coloured socks – black,
dark blue, brown, etc. One day, he wore socks that were not matching – he
wore a blue sock on his left leg and a brown sock on his right leg! How can he
make sure that he wears matching socks?

Scenario 2
Ankita is a person with physical disability. She uses callipers for both legs. She is from
Chennai. She has recently moved to Delhi for a job. As she is new to Delhi, she has rented a
PG near her office. However, she was able to find a room only on the 4th floor. The building
has no lift. The PG is near her office and very affordable. What should she do?

Scenario 3
Gopi always cycles to his office. One day, his cycle has a problem. How will he go to office
now?

What I learnt today:

Put a if you know this topic well.
1. Developing a solution-oriented attitude allows persons with disability
to take advantage of opportunities.

2. Disability-related challenges require solving on a daily basis.

3. The role of workplace solutions in the life of a person with disability

is important for them to work effectively.
12.4 Gain Respect by Being

SPECIFIC SKILLS
Independent

DISABILITY
In this lesson you will learn :

MODULE 12
1. The importance and impact of persons with disability being independent.
2. Key skills that can enable persons with disability to be treated with respect.

Manoj is a person with disability. He has been working as a Soft Thinking

Skills Trainer in a company for 6 months. His brother drops and picks Box
him up from office every day. Inside the office, Manoj takes help
from his colleagues to move around. In any team meeting, he
requires support to take notes.

Sandhya, Manoj's manager, has a very heavy workload. However, she

does not give him any work.

Why do you feel Sandhya is not giving Manoj any work? Note down
2-3 concerns Sandhya may have about Manoj:

Let’s learn the importance and impact of persons with disability

being independent
Javed is another person with disability who joined Sandhya's
team. Unlike Manoj, Javed used to travel to office independently.
After taking help from his colleagues for the first 2 days, Javed
learnt to go around the office on his own. He used different tools
to communicate with others and to be a part of team meetings.

Between Manoj and Javed, who is Sandhya more likely to assign

work to? If you guessed Javed, you are correct! Let us
understand why:

If we assume Manoj and Javed are equally good at their work,

Sandhya can assign work to either of them. However, when she
observes how Manoj takes help for everything, she may feel he
is not independent. This can impact her respect for him and her
confidence in his abilities. In turn, this affects the amount of
work she is willing to give him.
 In Javed's case, he is able to do things independently. This makes it easier for Sandhya to respect him,
have confidence in his abilities, and rely on him at the workplace.
SPECIFIC SKILLS

Persons without disability may have certain preconceptions (an idea or an opinion formed before
DISABILITY

enough information is available) about what persons with disability can or cannot do.

Taking the effort to be independent in doing daily tasks enables others

MODULE 12

to focus on the person rather than just their disability.

What does the word 'independent' mean to you? Why is it important to be independent?
Note down your reflections below:

Let’s learn key skills that can enable persons with disability to
be treated with respect
There are many skills that can enable persons with disability to be respected by others. In this
section, we will cover three such skills:

1. Mobility
When a person with disability moves around on their
own, it reduces their dependency on others. They earn
respect from others and can live with dignity.

Examples:
Kamala is blind. She travels often for work. Whenever
she stays at a new hotel, she proactively asks the hotel
staff to give her an orientation of the place. This
enables her to move around independently.

Dhanush is a wheelchair user. Every weekend, he

volunteers in different places like orphanages and old
age homes with his friends. While planning for the
weekend, he calls the place in advance to understand
how accessible it is. After reaching the place, he
proactively shares his accessibility needs with his
friends and how others can support him when needed.

Allen is Deaf. He is very fond of seeing new places and

meeting new people. Depending on where he is going,
he notes down sentences and saves it on his phone. Be
it locating the place or communicating with
autorickshaw and taxi drivers, Allen uses gestures and
shows these sentences from his phone to get help from
others.
Like Kamala, Dhanush, and Allen, there are various points persons with disability can keep in mind while
travelling:

SPECIFIC SKILLS
DISABILITY
Blind and Low Vision Locomotor Disability Deaf

Get information about the location, the time taken to travel, and the different modes of
transport to reach there.

MODULE 12
Communicate your accessibility needs in advance, if possible.

Take a sighted person's Get information about a Carry a card name of the
support to get oriented location's accessibility in place you wish to travel to or
about the place before advance. type the destination on your
moving around. mobile.

Use the cane to avoid Get oriented about the place Use gestures or your mobile
obstacles or dashing into to understand how you can phone to interact with
people. navigate it easily and on strangers.
your own.

Use tools such as Google Maps.

Neesa is blind. Her family members never allow her to go out on her own. They always hold her hand
while walking. She feels very shy and ashamed to use a white cane.

Reflect on why is it important for Neesa to use the cane. How can it help her?

Here are some tools or mobility solutions persons with disability use to move around on their own:

Locomotor Disability

Blindness

Low Vision

Deafness

Like Javed from the earlier section, using solutions and moving around on our own impacts the perceptions
others have of us. In Javed's case, it makes his manager Sandhya to see him as someone who is
independent. This enables her to have confidence in his abilities at the workplace.

Do you move around on your own and travel independently? How can this impact how others perceive
you?
 2. Note-taking
SPECIFIC SKILLS

Jenny is a person with disability. When she started working in a company, she learnt how a lot of
communication in her company takes place in meetings. In her first meeting, she paid a lot of
DISABILITY

attention to what others were saying and tried to remember everything. The next day, when her
manager Sanya asked for the main takeaways from the meeting, Jenny was blank!

To avoid such situations, she decided to take notes during meetings. With practice, Jenny built a
MODULE 12

reputation for being a good note-taker within 2 months of joining the company.

Sanya started involving her in important meetings.

This exposure helped Jenny grow in the company. She was able to:

•· Speak to others confidently as she always had the correct information.

•· Build her team's trust as they could rely on her.
•· Maintain discipline at work.
•· Summarise key points and add value to meetings.

Like Jenny, here are some key points persons with disability should keep in mind while note-taking:

Blind and Low Vision Locomotor Disability Deaf

Request for images that will Request for key points to be Request for key points to be
be shown and discussed discussed in the meeting in discussed in the meeting to
during the meeting in advance. be shared with you and your
advance. interpreter in advance.

Sit next to a sighted buddy in Sit next to a team buddy in Sit next to a hearing buddy
the meeting in case you the meeting in case you during the meeting in case
need any support. need any support. you need any support.

Note down key words and short sentences. Do not write down everything you see, read, or hear.

Use the right note-taking Use the right note-taking Use the right note-taking
device. device. For a person who device.
does not have hands, use
same solutions as a blind
or low vision person.

Request the person Request the person who Request the person who is
speaking to pause and is speaking to pause and speaking and your
repeat, if needed. repeat, if needed. interpreter to pause while
you make notes. Request
them to repeat, if needed.

Read the notes after the Read the notes after the Read the notes after the
meeting to get a meeting to get a meeting to get a summary of
summary of it. summary of it. it. Make a short video in sign
Like Jenny, persons with disability can use different solutions to take notes effectively:

SPECIFIC SKILLS
DISABILITY
Using Marker
Slate & Stylus Braille Pen & Paper Walkman Digital Recorder

MODULE 12
Real-Time Laptop – Typing
Angel or Transcription Interpreter & with hands
Buddy Player Mobile Phone Tools Hearing Buddy or legs

Be it noting down someone's phone number, making a shopping list, or attending a meeting,
we all have to take notes in different situations. What solution(s) do you use for note-taking?
What are the pros (advantages) and cons (disadvantages) of this solution?

3. Communication

Communicating with peers is another skill that can enable a

person with disability to be respected by others and be
independent at work.

Let us understand this with Vinay's example:

Vinay was the first Deaf person to join his company. His manager,
Susan, had never met a Deaf person before. She wondered if
they would be able to work together.

In their first meeting, Vinay gave Susan a Communication Card. This card helped Susan understand how
best she could interact with Vinay.

She used gestures and simple English for daily communication. In team meetings, a buddy would write the
main points on the board. Susan would type on the computer and use visuals to give Vinay feedback.

Along with teaching his team basic sign language, Vinay shared these tips with them:
•· Use simple action words/verbs.
•· Make short sentences with one action in one sentence.
•· Use active voice.
•· Avoid using long words, long sentences, or a lot of grammar.

These tips helped Susan and her team to communicate with Vinay. They appreciated the effort he took to
include them. Vinay could work independently and the team was happy with his performance! Like Vinay,
you can use communication to help build trust with others, gain their respect, and be independent. This
point will be further explored in the next chapter.

You can also refer to Module 5 titled 'Communication Skills' to understand how statusing as well as
understanding sighted and hearing perspectives can enable you to gain respect from others.
 You have learnt about 3 skills (mobility, note-taking, and communication) that can enable you to be
treated with respect. What are some other skills you can develop to gain respect and be
SPECIFIC SKILLS

independent? Note these down below:

DISABILITY
MODULE 12

Being independent in skills such as mobility, note-taking, or communication involves

knowing your solutions and communicating your accessibility needs using the right
language.

Activity
Form groups of 3-4 individuals. Based on the different areas Time!
given in the first column of the table below, discuss how
independent each of you are in these areas. Note down your
responses:

Areas On a scale of 1 to 5 (1 So far, what have you What actions can you
being the lowest and done to be take to be more
5 being the highest), independent in this independent in this
how independent are area? area?
you in each area?

Readiness for daily life

(Ex: Getting ready for
work)

Readiness to travel to
work (Ex: Using public
transport)

Readiness for job-

related tasks (Ex: Note-
taking)

Readiness to be your
own advocate (Ex:
Talking about your
disability)

Readiness to make
others comfortable
with you (Ex:
Explaining how others
can assist you)
What I learnt today:

SPECIFIC SKILLS
DISABILITY
Put a if you know this topic well.
1. The importance and impact of persons with disability being independent.

2. Skills that can enable persons with disability to be treated with

respect: mobility, note-taking, and communication.

MODULE 12
 12.5 Gain Respect and Get
SPECIFIC SKILLS

Included at the Workplace

DISABILITY

In this lesson you will learn :

MODULE 12

1. Importance of making people around you comfortable with your disability.

2. The need to anticipate and address assumptions and risks related to your disability.
3. How to address disability related challenges in different situations.
4. Importance of using positive language to communicate your disability.

Select the situation(s) that are true for you. Write how you feel Thinking
about each situation and the change you want. Box

Situations Yes/No How did you feel? What is the change

you want?

I am not given any responsibility/

tasks.

I am not allowed to travel without

a family member/caregiver.

I am not involved in any

decisions.

I am not given the opportunity to

choose for myself.

People don't come and talk to me.

I am excluded during different

events/gatherings.

Let’s learn the importance of making people around you

comfortable with your disability
If you feel excluded, it could be because people don't understand that you are capable of being
independent and contributing. Some people don't have much exposure to disabilities, which creates a
barrier for inclusion.

It's important to make people around you comfortable with your disability.

Raising awareness and answering questions can make interactions easier between people with and
without disabilities. Start by talking to your family about your abilities as a person with a disability. If you
can convince your family, it will be easier to convince others.

Let's look at examples of two persons with disability:

Asha, a girl with vision impairment, always had a desire to cut vegetables and help her mother with
cooking, but her mother was apprehensive about it due to Asha's blindness. Asha came up with a smart

SPECIFIC SKILLS
solution to gain her mother's trust and to allow her to cut vegetables independently. Instead of trying it on
her own and potentially hurting herself, she involved her mother and asked her to hold her hand while

DISABILITY
cutting vegetables for the first time. Her mother agreed and gradually began letting Asha cut vegetables
by herself.

MODULE 12
Prajwal, a person with disability, recently joined an MNC. He was the only person with disability in the
company. Prajwal could sense that his colleagues were finding it difficult to initiate conversations with him.
To help his colleagues feel more at ease when interacting with him, Prajwal displayed a poster that
provided basic information about his disability, his interests, and his preferences. The poster was his first
step to sensitising his peers. It answered all the assumptions and questions that people had about Prajwal.
It also helped them understand that, even though Prajwal is a person with disability, he shares some of the
interests and hobbies of his colleagues without disability.

Asha and Prajwal could have become upset and argued about being excluded due to their disability.
Instead, they chose to make others around them comfortable through simple gestures and showed their
value.

From the examples of Asha and Prajwal, we learn that:

•· Inclusion is a shared responsibility.
•· Every opportunity to create awareness about a person's disability should be used.
•· Advocacy should happen through action, not argument.
•· Focus on the solutions used.
•· Action builds confidence and trust.
•· Every person with a disability has their own journey.
 Let’s learn the need to anticipate and address assumptions
and risks related to your disability
SPECIFIC SKILLS

Ramanuj, a sincere and hard-working individual, has been using a prosthetic leg to move around. For
DISABILITY

many years, his job required him to go around and ensure the smooth functioning of the metro,
which he did with utmost efficiency.

Recently, Ramanuj decided to switch jobs and applied to a new company, and to his delight, he
MODULE 12

cleared the interview. However, on the day of joining, the company representative noticed his
prosthetic leg for the first time and told him that he couldn't be onboarded because the job involved
a lot of traveling. Ramanuj was devastated to hear this news as he had already quit his previous job
and had been looking forward to this new opportunity.

Ramanuj is currently without a job.

What could have Ramanuj done to avoid this situation?

What were the risks that he could have anticipated?

Let us look at the example of Abdul who identified risks associated with his disability and
addressed them:

Abdul, who has a disability, recently applied for a job at an MNC. Knowing that the company had not
previously hired people with disabilities, he anticipated that the employer may not be comfortable
interviewing a person with disability. He wanted to make sure that he could present himself in the
best possible way. To help with this, Abdul created a disability FAQ page and included that with his
resume. The FAQ addressed common questions that might arise during the interview and
highlighted his abilities and problem-solving skills.

During the interview, Abdul could see that the interviewer was hesitant and unsure about how to
approach his disability. However, when he handed over his FAQ page, it eased the stress of the
interviewer and they had a comfortable conversation. The FAQ page made it easier for the
interviewer to ask additional questions without feeling awkward, and Abdul was able to highlight his
skills and abilities in a positive way as well. Abdul was subsequently offered the job, and he joined the
company feeling confident and valued. It was a great experience for Abdul to show that he was
capable of contributing to a workplace, regardless of his disability.
Like Abdul, if Ramanuj had also anticipated the risks and had proactively spoken about his disability and
how it didn't come in the way of his performance in his previous role (ex: “I walk 5 kms to 10 kms with my

SPECIFIC SKILLS
prosthetic leg”), he would have avoided losing out on the opportunity.

DISABILITY
Identifying disability-related risks is important for creating a safe and inclusive environment. It
prevents accidents, injuries, and discrimination, and promotes equal opportunities.

Let’s learn how to address disability-related challenges in

MODULE 12
different situations
Every person with or without disability responds to situations differently.

Here are a few examples of how people with disabilities can address their challenges in different situations:

1. Emma, a person with vision impairment,

noticed that she was having difficulty
navigating her classroom due to poor
lighting and lack of contrast on signs and
labels. She approached her college
authorities and explained the issue,
suggesting improvements such as brighter
lighting and larger font sizes. The authorities
took her concerns seriously and made the
necessary changes, which not only helped
Emma, but also other students with vision
impairment. 2. Raj, a wheelchair user, realised that his daily
commute to work was becoming more
challenging due to inaccessible public
transportation. He researched accessible
transportation options in his area and found a
local service that provided wheelchair-accessible
vehicles. He also approached his employer and
suggested that the company consider offering
transportation support for employees with
disabilities. With Raj's advocacy, the company
implemented a transportation reimbursement
program for employees with disability, making it
easier for them to commute to work.

3. Jayan, who is Deaf, was in a family gathering.

During the gathering, someone made a joke
that everyone else found funny. Jayan didn't
hear it and so didn't understand why everyone
was laughing. Rather than feeling left out,
Jayan simply signed and asked his cousin next
to him what the joke was. This allowed him to
join in the conversation and feel included.

Have you had similar experiences like Emma, Raj, and Jayan? How did you address them?

Addressing disability-related challenges is important for people with disabilities to fully participate in
society and have equal opportunities.
 Let’s learn the importance of using positive language to
communicate your disability
SPECIFIC SKILLS
DISABILITY

The use of positive language in disability is essential as it can have a significant impact on the way
you as a person with disability are perceived and treated. Positive language involves using words and
phrases that focus on a person's strengths and abilities, rather than on their limitations or
disabilities.
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Let's understand the impact of using positive language.

Below are examples of persons with disabilities introducing themselves. Let us understand the
difference in the 2 introductions.

Example 1

I am Deaf. I cannot I am Deaf. I use

communicate. I need a sign language
the help of a sign interpreter to
language interpreter. communicate.

Keerthi Nausheen

Keerthi's statement uses negative language to describe her disability, emphasising limitations rather
than abilities. On the other hand, Nausheen's statement uses positive language, emphasising her
ability to communicate through a sign language interpreter and her agency in doing so.

Example 1

I am blind. I cannot I am blind. I can

see or read. I use a read using a screen
screen reader on reading software
the computer to read. on my computer.

Sameer Christy

Sameer's language is negative and focuses on what he can't do due to his blindness. In contrast,
Christy's language is positive and focuses on how she is able to use a computer with the help of a
screen reading software. Christy's language emphasises her abilities and the solutions that enable
her to be independent and productive.

Example 3

I cannot move around I move around

because I don't independently
have limbs. I need using a
a wheelchair. wheelchair.

Namrata Jayesh

Jayesh's statement emphasises his ability to move around independently using a wheelchair which
empowers him and highlights the solution that helps him participate in daily activities. Namrata's
statement, on the other hand, portrays her as helpless and dependent, adding to negative
stereotypes and emphasising her inabilities.

Positive language empowers individuals with disabilities and highlights their abilities rather than
their inabilities.
 SPECIFIC SKILLS
Activity

DISABILITY
Sanju is a wheelchair user and has just got a job in ABC Time!
Company. He will be working in the HR department. The
company has a 3-storey building and the HR team works on
the third floor. There is no lift available in the building. So
Sanju has decided not to take up the job offer. What could

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Sanju do instead in order to take up the new job offer?

What I learnt today:

Put a if you know this topic well.
1. Importance of making people around you comfortable with
your disability.

2. The need to anticipate and address assumptions and risks

related to your disability.

3. How to address disability-related challenges in different situations.

4. Importance of using positive language to communicate

your disability.

5. Tools to advocate or communicate about disability using

positive language.
 13.1 Introduction to
ENTREPRENEURSHIP

Entrepreneurship

1. The definition of entrepreneurship

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2. The characteristics of an entrepreneur

3. The roles and responsibilities of an entrepreneur

Have you heard the words entrepreneur or entrepreneurship? Thinking

What do you think they mean?
Box

Tip: Search “how to say entrepreneur or entrepreneurship” on Google to find out how to say
the words properly

Let’s learn what is entrepreneurship

Sowbagya is deaf and loved cooking. She used to cook when her mother goes for work in the filed.
She had no formal schooling and was difficult for her to communicate in sign language also. She got
to know about Entrepreneurship Development Program conducted for PWDs. Sowbhagya and her
mother attended it as she has not gone out of her independently before.

From the training she learned many things other things like being independent and about sign
language along with self-employment and being entrepreneur.

After the programme she started to show more interest in learning sign language and being
independent. She also thought of making use of her cooking skills and made a business plan to start
hotel. She started fishing in her village and which was one of her interest and started earning Rs.
15000/- per month. This she saved for as an investment for her hotel business.

With the help of an influencer she got a place for her hotel business within Taluk Government
administrative campus. She started her hotel with the help of her mother and slowly she got more
and more customers in her hotel. As her business developed Sowbagya has given employment to her
few family members and hired 2 PwDs employees in her hotel and now earns a Profit of thirty
thousand per month.

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Who is an entrepreneur?

ENTREPRENEURSHIP
An entrepreneur is a person who owns a business
and runs it. She/he is also known as the business
owner! In the above example Sowbhagya is an
entrepreneur.

Do you know what profits are?

Profits are the revenue or earnings which remain
with the business owner, after all the costs are

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paid.

Profit =Expenses you make to set up your

business - Money you receive from customers for
your products and service.

Q1. Do you know any entrepreneurs? What is the name of their business
and how do they earn money?

Q2. Do we need a special degree or education to be an entrepreneur?

Q3. What is the biggest benefit of becoming an entrepreneur?

Q4. Do you want to be an entrepreneur? You can answer yes or no. But,
share your reason

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 Let’s learn who is an entrepreneur
ENTREPRENEURSHIP

Here is a story of two Biryani shops! We see many shops like this around us. So, to keep the story
simple and fun - we have used imaginary names. Let's read!

Great Biryani Restaurant… … becomes Mindblowing Biryani Food

Delivery

Great Biryani was started by Pratibha whose Pratibha's friend Shaheen loved Pratibha's
MODULE 13

biryani recipe was loved by her family! biryani too. Shaheen told Pratibha to observe
what was happening in the market during
COVID 19 - many people started ordering
biriyani online. But, by the time the biryani
reaches their home - it is cold and does not
taste so good.

Pratibha rented a small place near her home So Shaheen found a solution! Delivering
and started cooking and selling biryani. At biriyani using mud pots will keep it warm for
first 10-20 people from nearby areas visited longer. People can also reheat the biryani in
her restaurant regularly, and as her biryani the mud pot without losing any flavor!
became more famous she began to receive Pratibha loved this idea. Soon Shaheen and
as many as 50 customers everyday! Pratibha Pratibha started a biryani delivery business in
was very happy. She was making a profit of which they delivered biryani, not in plastic
Rs100 on every plate of biryani! bags, but in clay pots.

This was something new that no other biryani

shop in the city was doing. Soon, Pratibha
and Shaheen started receiving hundreds of
orders for their biryani every day.

Q1. Is Pratibha an entrepreneur? Why?

Q2. Is Shaheen also an entrepreneur? Why?

Q3. Write any two qualities of Pratibha and Shaheen which helped them
become successful entrepreneurs.

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Let’s learn about the roles and responsibilities of an entrepreneur

ENTREPRENEURSHIP
Roles Responsibilities

Ideation and planning. An entrepreneur identifies a great business idea

by doing research on his/her customers and the
area/industry in which he/she does business.

Team building. An entrepreneur also creates jobs! They hire the

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best people to run their business.

Financial management. An entrepreneur has to manage the accounts of

a business. This also includes registration of
business, payment of taxes, bookkeeping etc.

General management. An entrepreneur looks after day to day business

too by ensuring the best quality work and
product is reaching the customer always.

Growth An entrepreneur is constantly planning to grow

their business! A business grows by bringing in
more customers (by advertising!) and by
creating/offering innovative products and
services.

Q1. Pratibha has hired a cook to make biryani in her restaurant. Now, if
Pratibha is not cooking food in her restaurant, what work will she do to
make sure her business runs successfully?

Q2. What can an entrepreneur do to hire the best people in their team?

Q3. Can hiring talented people to help a business grow? How?

343 12
ENTREPRENEURSHIP

Activity
Write the names of some of the businesses that you Time!
observe around you. In your opinion, which business is
making the most profits and why?
MODULE 13

If you had an opportunity to start a business, what would you want to do in

your business? Who will be your customers?

What I learnt today:

Put a if you know this topic well.
1. An entrepreneur is a person who runs a business.

2. An entrepreneur is passionate about their business and its work.

3. An entrepreneur is a problem solver and a team builder.

4. An entrepreneur's responsibilities also include hiring talented team

members and growing the business through advertising and
innovation.

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13.2 Difference Between

ENTREPRENEURSHIP
Self-Employment and
Entrepreneurship

MODULE 13
1. The difference between self-employment and entrepreneurship
2. The connection between self-employment to entrepreneurship
3. How self-employment can lead to entrepreneurship

According to you, what is the difference between a self-employed Thinking

person and an entrepreneur (businessman or businesswoman)? Box

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 Let’s learn about the difference between self-employment and
ENTREPRENEURSHIP

entrepreneurship
MODULE 13

Self-Employment Entrepreneurship

Pawan provides AC repair services at a fixed Shireen understands that many people look
fee. He has a contract with a local AC store - for someone to repair their AC. The repair
The store refers him to customers who need persons are not easy to find, they charge
to repair their AC. huge amounts and also don't come on time.
Pawan is self-employed Shireen and 4 of her friends from ITI, decide
to start a small business. They provide AC
Repair Services in South Bangalore. They
have partnership with 10 local AC shops. They
guarantee on-time service. Their guarantee
states that if the team is late for AC repair by
more than 15minutes, they will provide
services for free.

Self-employment means providing your Entrepreneurship means you provide service

services for a fixed fee. with a unique quality.
Self-employment does not require you to Entrepreneurs try to work with a team with
work with a team. different skills - this way, they can deliver
Self-employed people can choose to have good quality service to more clients/
only short-term goals for business. customers.
Entrepreneurs always plan for the long-term
and want to grow their business. They also
provide employment to others.

Vidya is helping her mother sell homemade pickles to people in their

personal network. Is Vidya self-employed or an entrepreneur?

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Let's learn about the similarities between self-employment and

ENTREPRENEURSHIP
entrepreneurship

Self-employment Entrepreneurship

Let us go back to the story of Pawan and Shireen to understand the similarities (matching qualities)
between self-employed people and entrepreneurs
•

MODULE 13
Pawan and Shireen are both not salaried employees. They will earn a different amount of
money every month.
• Pawan and Shireen both work in an area where their personal skills (AC repair) are strong.
• Pawan and Shireen both find their first clients through their local network.
• Pawan and Shireen both partner with other businesses to find more clients

Q1. Does a self-employed person also need to use some of the

entrepreneurial mind set. What are the qualities of an entrepreneur
that a self-employed person also needs to have?

Q2. Can an entrepreneur's journey start with self-employment?

Q3. Do you know of any self-employed people whose services/products you

have used? (Hint: Most auto-rickshaw drivers are self-employed. Think of
more examples!)

Let's learn about the journey from self-employment to

entrepreneurship

Here is a fun activity for you! Pawan wants to become an entrepreneur. Think of the steps we
covered in the previous lesson about 'Setting up a business venture'. Now, help Pawan make a
list of things he must do to become an entrepreneur.

347
ENTREPRENEURSHIP

Step 1: Decide what kind of business you want to do.

(Pawan already knows this! It is AC repair.)

Step 2:

(What should he do to come up with a great idea for AC repair business?)

MODULE 13

Step 3: Come up with a creative business idea

Step 4:

(What should he do to understand if his idea is actually going to work?)

Step 5: Improve his idea

Step 6:

(The last thing Pawan needs to do before actually starting a business is..?)

Activity
Think of 2 or 3 self-employed people around you. Time!
Hint: Vegetable or flower seller, Carpenter, Auto driver

Now, discuss these questions with your partner.

1. How can these self-employed people become entrepreneurs?

2. What are the advantages and disadvantages of them becoming

entrepreneurs?

3. Is it necessary and is it difficult for them to become entrepreneurs?

348
 ENTREPRENEURSHIP
What I learnt today:
Put a if you know this topic well.
1. Self-employed people use their skills to sell a product or service.

2. Self-employed people like entrepreneurs do not get a fixed salary.

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3. Entrepreneurs provide employment to others.

4. Entrepreneurs identify and solve the problems their customers are

facing, in a smart way.

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 13.3 Market Scan:
ENTREPRENEURSHIP

Exploring the Market

1. What is Market Scan?

MODULE 13

2. How to conduct an effective market scan

3. Practice conducting a market scan

All of us usually explore the market to buy something. Thinking

What are the methods you use to scan or explore the market? Box

Let’s learn about Market Scan

Market Scan is also called market research. It is a process by which we explore the different aspects
of the market to get information to help your business. A market scan is usually done before setting
up a business, to get maximum information about the existing market. Based on the information we
get through the market scan, we can make the right choices for our business.

A market scan can cover three important things:

• Understand the customers and their needs
• Explore how to grow the businesses to increase the profit
• Understand the types of goods and services offered by similar businesses

Let's understand how to conduct a market scan with an example. We are exploring the market for
homemade snacks and pickles! We need your help in completing this scan - add the missing details
below.

What kind of homemade Who is buying them How do businesses make

snacks are sold in the market money from this

Chips Families By selling snacks to a

wholesale retailer

Pickles Students By selling snacks to hotels

and restaurants

By Selling

By selling

350
Market Scan can be conducted to find out any kind of information that will be useful for your business. It

ENTREPRENEURSHIP
can be done by visiting shops, and vendors or it can be done online.

Q1. What other type of information can we find out about other businesses
from a market scan?

MODULE 13
Q2. We can also find out about different prices at which the same goods /
services are sold. How does this help build our business?

Let’s learn how to do a market scan

Now, let's understand how to do a market scan. It is very, very easy - just follow the given steps.

Step 1: Make a list of all the things you want to know

about the industry, businesses and customers:
That is right, the MORE questions you ask, the
MORE knowledge you will receive.
Note: Market Scan can be ONLINE (on the
internet) or OFFLINE (on the streets of your
town!)

Step 2: Approach the local shops or service centres in

your area and simply observe what is being
sold, at what price and who is buying them. At
this step, you can also identify an expert or a
customer who will speak to you about the
business and answer all your questions from
the list.

Step 3: You can also do this online. Use Google to find

answers to all your questions. And, use
Amazon and other e-retail apps like BigBasket
(or Urban Company - for service professionals!)
to find out the types and prices of goods and
services offered.

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ENTREPRENEURSHIP

Step 4: Interview business owners and customers! Ask

business owners about their business model
and challenges. But more importantly, speak to
customers about why they like the current
product or service and what they feel could be
improved.

Understanding customers is the most

MODULE 13

important skill of business people! We will

learn about this in the next chapter. We will do
more work on this in a later chapter.

Can Google tell you how many people in your

area are offering beauty parlour services? What
are the words you will type in Google search to
learn about beauty parlours near you?

When you speak to a business owner, what

would you want to ask them about their
business?

Let’s conduct sample a market scan

Let's look at a market scan done by Susheela for her new tailor shop

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 ENTREPRENEURSHIP
MODULE 13
Supplier 1: Wholesale seller for cloth

Suheela finds out from the rate metre on his shop that he sells cotton and nylon fabrics for shirts.
Cotton fabric costs Rs. 20/metre and nylon is Rs. 30/metre.

Why did Susheela ask the supplier about the cost of raw materials for making shirts?

Can Susheela sell garments other than shirts?

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ENTREPRENEURSHIP

Activity
Using the Online or Offline Market Scan method, complete Time!
the market scan for your business idea. If you do not yet
have a business idea you like, you can do a market scan
for an auto repair shop.
MODULE 13

What I learnt today:

Put a if you know this topic well.
1. Market scan helps us understand the kind of goods and services sold
in the industry.

2. The market scan helps us identify who can be our customers.

3. The market scan helps us understand the common challenges of our

business idea.

4. The market scan helps us learn about the cost of setting up our
business.

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355
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