The Satyam scam: separating truth from lies

The Hindu
The scam at Satyam Computer Services, the fourth largest company in India’s much showcased and fiscally pampered information technology (IT) industry, has had an unusual trajectory. It began with a successful effort on the part of investors to thwart an attempt by the minority-shareholding promoters to use the firm’s cash reserves to buy out two companies owned by them — Maytas Properties and Maytas Infra. That aborted attempt at expansion precipitated a collapse in the price of the company’s stock and a shocking confession of financial manipulation and fraud from its chairman, B. Ramalinga Raju.
What is ‘known’ as of now is that over an extended period of time, the promoters decided to inflate the revenue and profit figures of Satyam. In the event, the company has a huge hole in its balance sheet, consisting of non-existent assets and cash reserves that have been recorded and liabilities that are unrecorded. According to the ‘confessional’ statement of Mr. Raju, the balance sheet shortfall is more than Rs.7000 crore.
Why did a leading company in one of India’s most successful industries of recent years need to inflate profits? After all, the revenues of India’s IT industry have grown at a scorching compound annual rate of almost 30 per cent in the past eight years, driven by exports. This is remarkable, assuming that revenue and profit inflation have not excessively overstated performance. With cheap skilled labour having shored up profits that were lightly taxed when compared with the norm, net profits must have been substantial and rising too. Why then did the fourth largest IT company choose to take the criminal route of falsifying accounts and indulging in fraud?
One possible cause could be the desire to drive up stock values. The benefits derived by promoters from high stock values are obvious, allowing them to buy into real wealth outside the company and giving them the ‘invasion money’ to acquire large stakes in other firms. This tendency was epitomised by the benefits derived by America Online when it merged with Time Warner. Although the latter had more assets, revenues, and customers, AOL’s higher market capitalisation led to that company and its chairman, Steve Case, getting more out of the deal than did long-time giant Time Warner.
There is some suspicion that Mr. Raju and his family may have sought similar benefits. The family chose to build its shareholding in Satyam Computer Services and shed it when required. For example, in year 2000 Satyam Computer merged with a related company, Satyam Enterprises. Raju’s cousin, C. Srinivasa Raju, who held 800,000 shares, or 19 per cent, in Satyam Enterprises, was reportedly allotted an equivalent number in Satyam Computer, leading to criticism that relative prices did not justify the 1:1 swap.
But the original promoter’s share held by the Raju family and their subsequent acquisitions were not for keeping. Though the precise numbers quoted vary, according to observers the stake of the promoters fell sharply after 2001 when they held 25.60 per cent of equity in the company. This fell to 22.26 per cent by the end of March, 2002, 20.74 per cent in 2003, 17.35 per cent in 2004, 15.67 per cent in 2005, 14.02 per cent in 2006, 8.79 in 2007, 8.65 at the end of September 2008, and 5.13 per cent in January 2009 (Business Line, January 3, 2009). The most recent decline is attributed to the decision of lenders from whom the family had borrowed to sell the shares that were pledged with them. But the earlier declines must have been the result either of sale of shares by promoters or of sale of new shares to investors. According to audited balance sheet figures (if they are to be trusted) available from the CMIE’s database, the paid-up equity in Satyam Computer Services rose from Rs. 56.24 crore in March 2000 to just Rs. 64.89 crore by March 2006 and further to Rs. 133.44 crore in March 2007. Overall, the number of shares held by the promoter group fell from 7.16 crore (22.8 per cent) to 5.8 crore (8.6 per cent) between September 2001 and September 2008.
This points to a conscious decision by the promoters to sell shares, which may have been used to acquire assets elsewhere. The more inflated the share values, the more of such assets could be acquired. It is quite possible that the assets built up by the eight other Raju family companies under scrutiny, including Maytas Properties and Maytas Infra, partly came from the resources generated through these sales. If true, this makes Raju’s confession suspect, since he stated that “neither myself, nor the Managing Director (including our spouses) sold any shares in the last eight years — excepting for a small proportion declared and sold for philanthropic purposes.”
This may not have been the only way in which resources were transferred out of Satyam Computer Services into other arms of the expanding Raju family empire. Money could have been siphoned out through opaque transactions with beneficiaries who were paid sums not warranted by their business profile. Satyam’s business strategy did involve unusual transactions. One example was the acquisition in 1999 by group company Satyam Infoway, which was the largest private Internet Services Provider in the country at that time, of IndiaWorld Communications, for a sum of $115 million. The acquired company operated popular portals such as samachar.com and khel.com that had no clear revenue model, and was the principal beneficiary just as in the AOL deal. According to reports, the owner of IndiaWorld was himself charged with intellectual property violations by his erstwhile employer IndiaWorld.com, an Internet services company managed by U.S.-based ASAP Solutions Inc. Satyam Infoway’s position was that it was aware of the claim being made by ASAP Solutions, but that its interest was not in IndiaWorld.com but was “limited to the URL indiaworld.co.in and the other portals under its banner,” for which it had of course paid a huge sum. There is reason to suspect that this acquisition delivered little to the company, raising questions about the motivation.
Mr. Raju’s confession is also suspect for another reason, which has been widely discussed in the media. Even if he and his colleagues were inflating revenues and profits, the actual revenue earning capacity of the company, as confessed by him, seems to be extremely low. He claims that the huge difference between actual and reported profits in the second quarter of 2008-09 was because the ratio of operating margins to revenues was just 3 per cent rather than the reported 24 per cent. But even if Satyam Computer Services was cooking its books, it was engaged in activities similar to that undertaken by other similarly placed IT or ITeS companies and it too had a fair share of Fortune 500 companies on its client list. It is known that many of these companies have been showing operating margins that are closer to the 24 per cent reported by Satyam than the 3 per cent revealed in Mr. Raju’s confession. Thus in financial year ending March 2008, the ratio of profits before tax of Infosys was 32.3 per cent of its total income, that of TCS 23.1 per cent, of Satyam 27.8 per cent, and that of Wipro 19.2 per cent.
This suggests that either Mr. Raju is exaggerating the hole in his balance sheet or there is some other, more complex, and more disturbing explanation. But whatever it is, the difference between 24 per cent and 3 per cent seems too large to be the industry standard.
Despite indicators of these kinds, which could raise suspicion, Satyam Computer Services remained a leading player with substantial investor support for many years. The promoters continued to hold control over the company despite the small share in equity they held and built an empire with land assets and contracts for executing prestigious infrastructural projects. And despite its award-winning reputation for corporate governance, its impeccable board with high-profile independent directors, and its appointment of big-four member PwC as its auditor, this still mysterious accounting fraud occurred. The full truth, it appears, is not yet out.

Subprime Crisis

The term "subprime" refers to the credit status of the borrower, which is being less than ideal. Subprime lending is a general term that refers to the practice of making loans to borrowers who do not qualify for the best market interest rates because of their deficient credit history.Subprime lending is also called B-Paper, near-prime, or second chance lending. Subprime lending encompasses a variety of credit instruments, including subprime mortgages, subprime car loans, and subprime credit cards, among others. A subprime loan is offered at a rate higher than A-paper loans due to the increased risk.Sub-prime mortgage crisis begin when housing prices began spiraling upwards in the US in the early years of this decade and continued through mid-2006, with the borrowing and lending rates extremely lower which helped boost the demand for and supply of new and existing houses. Many institutions offered home loans to borrowers with poor or no credit histories by requiring higher than normal repayment levels, creating what is now referred to as “sub-prime mortgages”, attracting investment banks and hedge fund owners to bet big on this emerging aspect of the US economy.
Subprime Crisis: Impact on Equity Markets
At the global level, especially in advanced markets such as US, UK, France, Germany and Japan, the linkages between markets are strong. Pricing and participant linkages are strong. As interest rates have risen and sub-prime has affected risk appetite (investors are now showing appetite for lower risk), equity markets have been impacted. As FII flows and hedge fund investments have been significant factors in emerging markets, the developments in the US have spread the low risk appetite to other markets and lead to high degree of volatility in prices and price weakness.The sub-prime and credit market crisis is not likely to have an impact on the fundamental story in India. It is likely to have an impact on sentiment and liquidity flows. This could lead to high volatility and corrective phases. It does not change our long-term outlook and our view on likely trends in medium term in the markets. RBI: According to the reports, the banking system has the ability to cope with the situation arising out of any adverse development and a strong domestic growth will continue to have a positive impact on the balance sheet of the banking sector.

stress management

This stress management section of Mind Tools helps to survive the intense stress that comes with a challenging career.
The first articles helps to understand stress and what causes it: This is an important starting point for effective stress management. They introduce the three main approaches to stress management, and then shows how one can identify the key sources of stress in normal life.
We then look at range of stress management techniques. Unlike some other approaches to stress management, the Mind Tools approach is, where possible, to tackle stress at source. This means that not only do we show you how to deal with the symptoms of stress, we show you how to deal with the underlying causes as well.By the end of the section, one should have a clearer understanding of stress and the importance of managing it. You should be able to analyze the points of pressure in your life, and plan to neutralize them. You will also have access to a range of different stress management techniques. Also remember, as you work through, that if you have have particular issues in bringing balance to your life, this is where our coaches can help.
Stress Management Techniques :Much research has been conducted into stress over the last hundred years. Some of the theories behind it are now settled and accepted; others are still being researched and debated. During this time, there seems to have been something approaching open warfare between competing theories and definitions: Views have been passionately held and aggressively defended.What complicates this is that intuitively we all feel that we know what stress is, as it is something we have all experienced. A definition should therefore be obvious…except that it is not.
Definitions:“stress is not necessarily something bad – it all depends on how you take it. The stress of exhilarating, creative successful work is beneficial, while that of failure, humiliation or infection is detrimental.” Since then, a great deal of further research has been conducted, and ideas have moved on. Stress is now viewed as a "bad thing", with a range of harmful biochemical and long-term effects. These effects have rarely been observed in positive situations.This is the main definition used by this section of Mind Tools, although we also recognize that there is an intertwined instinctive stress response to unexpected events. The stress response inside us is therefore part instinct and part to do with the way we think.Some of the early research on stress established the existence of the well-known “fight-or-flight” response. Some work showed that when an organism experiences a shock orperceives a threat, it quickly releases hormones that help it to survive.In humans, as in other animals, these hormones help us to run faster and fight harder. They increase heart rate and blood pressure, delivering more oxygen and blood sugar to power important muscles. They increase sweating in an effort to cool these muscles, and help them stay efficient. They divert blood away from the skin to the core of our bodies, reducing blood loss if we are damaged. As well as this, these hormones focus our attention on the threat, to the exclusion of everything else. All of this significantly improves our ability to survive life-threatening events.Not only life-threatening events trigger this reaction: We experience it almost any time we come across something unexpected or something that frustrates our goals. When the threat is small, our response is small and we often do not notice it among the many other distractions of a stressful situation.Unfortunately, this mobilization of the body for survival also has negative consequences. In this state, we are excitable, anxious, jumpy and irritable. This actually reduces our ability to work effectively with other people. With trembling and a pounding heart, we can find it difficult to execute precise, controlled skills. The intensity of our focus on survival interferes with our ability to make fine judgments by drawing information from many sources. We find ourselves more accident-prone and less able to make good decisions.There are very few situations in modern working life where this response is useful. Most situations benefit from a calm, rational, controlled and socially sensitive approach.In the short term, we need to keep this fight-or-flight response under control to be effective in our jobs. In the long term we need to keep it under control to avoid problems of poor health and burnout.
These skills fall into three main groups:
• Action-oriented skills: In which we seek to confront the problem causing the stress, often changing the environment or the situation;
• Emotionally-oriented skills: In which we do not have the power to change the situation, but we can manage stress by changing our interpretation of the situation and the way we feel about it;
• and Acceptance-oriented skills: Where something has happened over which we have no power and no emotional control, and where our focus must be on surviving the stress.In the rest of this section of Mind Tools, we look at some important techniques in each of these three groups.This is a much-abridged excerpt from the ‘Understanding Stress and Stress Management’ module of Managing Stress for Career Success, the Mind Tools Stress Management Masterclass. As well as covering this material in more detail, it also discusses:
• Long-term stress: The General Adaptation Syndrome and Burnout
• The Integrated Stress Response
• Stress and Health
• Stress and its Affect on the Way We Think
• Pressure & Performance: Flow and the ‘Inverted-U’
These sections give you a deep and robust understanding of stress, helping you to develop your own stress management strategies for handling unique circumstances. Click here to find out more about the Stress Management Masterclass and here to visit the Stress.MindTools.Com site, which has many more articles…Stress can cause severe health problems and, in extreme cases, can cause death. While these stress management techniques have been shown to have a positive effect on reducing stress, they are for guidance only, and readers should take the advice of suitably qualified health professionals if they have any concerns over stress-related illnesses or if stress is causing significant or persistent unhappiness. Health professionals should also be consulted before any major change inWe all know the feeling of sickness in our stomach before an important presentation or performance. We have all experienced the sweaty palms, the raised heart rate, and the sense of agitation that we feel as these events approach. We have probably all also experienced how much worse this becomes when things go wrong in the run up to an event. The Thought Awareness, Rational Thinking and Positive Thinking technique that we look at later may be enough to help you manage the fears, anxieties and negative thoughts that may arise in a small performance.For larger events, it is worth preparing a Performance Plan. This is a pre-prepared plan that helps you to deal effectively with any problems or distractions that may occur, and perform in a positive and focused frame of mind.To prepare your Performance Plan, begin by making a list all of the steps that you need to do from getting prepared for a performance through to its conclusion.Start far enough in advance to sort out any equipment problems.
List all of the physical and mental steps that you need to take to:
• Prepare and check equipment, and repair or replace it where it does not work;
• Make travel arrangements; • Pack your equipment and luggage;
• Travel to the site of your performance;
• Set up equipment;
• Wait and prepare for performance; and
• Deliver performance.
• Everything that could reasonably go wrong at each step with equipment Work through all of the things that could go wrong. Look at the likelihood of the problem occurring. Many of the things you have listed may be extremely unlikely. Where appropriate, strike these out and ignore them from your planning.Look at each of the remaining contingencies.
These will fall into three categories:
1. Things you can eliminate by appropriate preparation, including making back-up arrangements and acquiring appropriate additional or spare equipment;
2. Things you can manage by avoiding unnecessary risk; and
3. Things you can manage with a pre-prepared action or with an appropriate stress management technique
For example, if you are depending on using a data projector for a presentation, you can arrange for a back up projector to be available, purchase a replacement bulb, and/or print off paper copies of the presentation in case all else fails. You can leave earlier than strictly necessary so that you have time for serious travel delays. You can also think through appropriate alternatives if your travel plans are disrupted. If you are forced to wait before your event in an uncomfortable or unsuitably distracting place, prepare the relaxation techniques you can use to keep a calm, positive frame of mind. Research all of the information you will need to take the appropriate actions quickly, and ensure that you have the appropriate resources available.
Also, prepare the positive thinking you will use to counter fears and negative thoughts both before the event and during it. Use stress anticipation skills to ensure that you are properly prepared to manage stress. Then use thought awareness, rational thinking and positive thinking skills to prepare the positive thoughts that you will use to protect and build your confidence.
Write your plan down on paper in a form that is easy to read and easy to refer to. Keep it with you as you prepare for, and deliver, your performance. Refer to it whenever you need it in the time leading up to the event, and during it.
Summary:
Performance Plans help you to prepare for an important performance. They bring together practical contingency planning with mental preparation to ensure that you are fully prepared to handle any situations and eventualities that may realistically occur.
This gives you the confidence that comes from knowing you are as well prepared for an event as is practically possible to be. It also helps you to avoid the unpleasant stresses that come from poor preparation, meaning that you can deliver your performance in a relaxed, positive and focused frame of mind, whatever problems or upsets may have occurred.
Thought Awareness, Rational Thinking and Positive ThinkingQuite often, our experience of stress comes from our perception of the situation. Often that perception is right, but sometimes it is not. Often we are unreasonably harsh with ourselves or instinctively jump to wrong conclusions about people’s motives. This can send us into a downward spiral of negative thinking that can be hard to break. Thought Awareness, Rational Thinking and Positive Thinking are simple tools that help you to change this negative thinking. We have already mentioned that the most common accepted definition of stress is that it occurs when a person perceives that “demands exceed the personal and social resources the individual is able to mobilize.” In becoming stressed, people must make two main judgments: First, they must feel threatened by the situation, and second, they must judge whether their capabilities and resources are sufficient to meet the threat. How stressed someone feels depends on how much damage they think the situation can do them, and how closely their resources meet the demands of the situation.Perception is key to this as situations are not stressful in their own right. Rather it is our interpretation of the situation that drives the level of stress that we feel.Quite obviously, sometimes we are right in what we say to ourselves. Some situations may actually be dangerous, may threaten us physically, socially or in our career. Here, stress and emotion are part of the early warning system that alerts us to the threat from these situations.Very often, however, we are overly harsh and unjust to ourselves in a way that we would never be with friends or co-workers. This, along with other negative thinking, can cause intense stress and unhappiness and can severely undermine self-confidence.One approach to it is to observe your stream of consciousness as you think about a stressful situation.
Do not suppress any thoughts:
Instead, you just let them run their course while you watch them, and write them down as they occur.Another more general approach to Thought Awareness comes with logging stress in your Stress Diary. One of the benefits of using the Stress Diary is that you log all of the unpleasant things in your life that cause you stress for one or two weeks. This will include negative thoughts and anxieties, and can also include difficult or unpleasant memories and situations that you perceive as negative. All of these can be looked at using the techniques in this module. By logging your negative thoughts for a reasonable period of time, you will quickly see patterns in your negative thinking. When you analyze your diary at the end of the period, you should be able to see the most common and the most damaging thoughts. Tackle these as a priority.Thought awareness is the first step in the process of managing negative thoughts, as you cannot manage thoughts that you are unaware of.
POWER OF POSITIVE THINKING:
“You are what you think. You feel what you want.”
Why Think Positively?
All of our feelings, beliefs and knowledge are based on our internal thoughts, both conscious and subconscious. We are in control, whether we know it or not. Aim high and do your bestWe can be positive or negative, enthusiastic or dull, active or passive. The biggest difference between people is their attitudes. For some, learning is enjoyable and exciting. For others, learning is a drudgery. For many, learning is just okay, something required on the road to a job. "Most folks are about as happy as theymake up their minds to be." -Abraham Lincoln Our present attitudes are habits, built from the feedback of parents, friends, society and self, that form our self-image and our world-image. These attitudes are maintained by the inner conversations we constantly have with ourselves, both consciously and subconsciously. The first step in changing our attitudes is to change our inner conversations.One approach is called the three C's: Commitment, Control and Challenge.
Commitment:Make a positive commitment to yourself, to learning, work, family, friends, nature, and other worthwhile causes. Praise yourself and others. Dream of success. Be enthusiastic. Keep your mind focused on important things. Set goals and priorities for what you think and do. Visualize to practice your actions. Develop a strategy for dealing with problems. Learn to relax. Enjoy successes. Be honest with yourself.
Challenge:
Be courageous. Change and improve each day. Do your best and don't look back. See learning and change as opportunities. Try new things. Consider several options. Meet new people. Ask lots of questions. Keep track of your mental and physical health. Be optimistic. Studies show that people with these characteristics are winners in good times and survivors in hard times. Research shows that,"... people who begin consciously to modify their inner conversations and assumptions report an almost immediate improvement in their performance. Their energy increases and things seem to go better ..."
Commitment, control and challenge help build self-esteem and promote positive thinking. Here are some other suggestions.
7 Suggestions for Building Positive Attitudes
• In every class, look for positive people to associate with.
• In every lecture, look for one more interesting idea.
• In every chapter, find one more concept important to you.
• With every friend, explain a new idea you've just learned.
• With every teacher, ask a question.
• With yourself, keep a list of your goals, positive thoughts and actions.
• Remember, you are what you think, you feel what you want.
[b]How to Be a Successful Student Good News! Even small improvements in study skills pays big dividends. Success in any field creates a positive feedback loop that increases motivation and performance, which encourages more success. Positive thinking means admitting into the mind thoughts, words and images that are conductive to growth, expansion and success. It is the expectation of good and favorable results. A positive mind anticipates happiness, joy, health and a successful outcome of every situation and action. Whatever the mind expects, it finds. Not everyone accepts or believes in positive thinking. Some consider the subject as just nonsense, and others scoff at people who believe and accept it. Among the people who are conversant with this subject, not many know how to use it effectively in order to get results. Yet, it seems that more people are becoming attracted to this subject, as evidenced by the many books, lectures and courses about it. This is a subject that is gaining popularity. It is quite common to hear people say: "Think positive!", to someone who feels down and worried. Most people do not take these words seriously, as they do not know what it really means, or do not consider it as useful and effective. How many people do you know that ever stop to think what the power of positive thinking means? Positive and negative thinking are both contagious. All of us affect, in one way or another, the people we meet. This happens instinctively and on a subconscious level, through thoughts and feelings transference and through body language. People sense our aura and are affected by our thoughts. Is it any wonder that we want to be around positive persons and shun negative ones? People are more disposed to help us if we are positive. They dislike and avoid anyone broadcasting negativity. Negative thoughts, words and attitude bring up negative and unhappy moods and actions. When the mind is negative, poisons are released into the blood, which cause more unhappiness and negativity. This is the way to failure, frustration and disappointment. In order to turn the mind toward the positive, knowledge and training are necessary. Attitude and thoughts do not change overnight. Read about this subject. Meditate about its benefits, and persuade your mind to try it. The power of thoughts is a mighty power that is always shaping our lives. This shaping is usually done subconsciously, but it is possible to make the process a conscious one. Even if the idea seems strange give it a try, as you have nothing to lose, but only to gain. Ignore what others might say or think about you if you change the way you think. Always visualize only favorable and beneficial situations. Use positive words in your inner dialogues or when talking with others. Smile a little more, as this helps to think positively. Disregard any feelings of laziness or a desire to quit. If you persevere, you will transform the way your mind thinks. Once a negative thought enters your mind, you have to be aware of it and endeavor to replace it with a constructive one. The negative thought will try again to enter your mind, and then you have to replace it again with a positive one. It is as if there are two pictures in front of you, and you choose to look at one of them and disregard the other. Persistence will eventually teach your mind to think positively and ignore negative thoughts. In case you feel any inner resistance when replacing negative thoughts with positive ones, do not give up, but keep looking only at the beneficial, good and happy thoughts in your mind. It does not matter what your circumstances are at the present moment. Think positively, expect only favorable results and situations, and circumstances will change accordingly. It may take some time for the changes to take place, but eventually they do. Another method to employ is the repetition of affirmations. It is a method which resembles creative visualization, and which can be used in conjunction with it. It is the subject of another article on this website. The other articles at this website, about the power of concentration, will power, self-discipline and peace of mind also contribute to the development of a positive mind, and are recommended for reading and practicing. Positive attitude is a real power, which is well worth to develop and maintain. It is a positive state of mind, which manifests in the way one thinks and acts.
The power of positive attitude is a real power, which can make great changes and make life happier, brighter and more successful.
Positive attitude expresses itself in the following ways:
The expectation of success
. Positive thinking
. Constructive thinking
. Creative thinking
. Optimism
. The motivation to accomplish your goals
. Being inspired
. Choosing happiness
. Not giving up
. Looking at failure and problems as blessings in disguise
. Believing in yourself and in your abilities
. Displaying self-esteem and confidence

. A positive attitude leads to happiness and success. It possesses the power to change your whole life. When you see the bright side of life, your life becomes filled with light. This light affects not only you and the way you look at the world, but also your whole environment and the people around you.
The benefits of a positive attitude Achieving your goals and attaining success
. Success achieved faster and more easily
. More happiness
. More energy
. Greater inner power and strength
. The ability to inspire and motivate yourself and others
. Fewer difficulties encountered along the way
. The ability to surmount any difficulty
. Life smiles at you. People respect you
. Negative attitude says: you cannot achieve success
. Positive attitude says: You can achieve success.

If you have been exhibiting a negative attitude, or expecting failure and difficulties, it is now the time to change your attitude. It is time to get rid of negative thoughts and behavior and lead a happy and successful life. Why not start today? If you have tried and failed, it only means that you have not tried enough. How can you develop a positive attitude, which will lead you to happiness and success?
• Choose to be happy.
• Look at the bright side of life.
• Have faith in yourself and in the Power of the Universe.
• Associate yourself with happy people.
• Read inspiring stories.
• Repeat affirmations that inspire and motivate you. • Visualize only what you want to happen.
• Learn to master your thoughts.
• Learn concentration and meditation. Even one single step toward manifesting a positive attitude will bring more light into your life!

barrier to communication

Nature of listening
When listening is mentioned, we think primarily of the act of sensing sounds. In human communication, of course, the sounds are mainly spoken words.How well we sense the words around us is determined by 2 factors. One factor is our ability to sense sounds – how well our ears can pick them up. The other factor is our attentiveness to listening. Most specifically, this is our mental concentration – our will to listen.
Barriers to effective listening
We do not receive specific training in listening and do not fully realize the significance of the act of listening; when someone is distracted we tend to say, “Will you stop talking….” when we ought to say, “Will you please listen…..” There are many reasons why people’s abilities to listen are not as good as it should be. Some persons are self – centered and want others to listen to them but are not willing to listen to what others have to say while others listen selectively and listen only to what interests them.
Some of the barriers to effective listening are:
Distraction in one’s own mind
This is a great barrier to listening and must be firmly checked. If we allow our mind to go on a joyride, there’ll be more listening. It takes a great deal of self control and discipline to stay tuned to another person. However, if our mind is occupied by personal anxiety or worry, it is better to postpone or delegate the listening responsibility for the time being.
Wandering attention
It arises from the natural difference between speaking speed and listening speed. The average speaking speed is about 150 words per minute; listening capacity is about 500 words a minute. While listening to a speaker, the mind has excess time and is likely to wander off if we’re not watchful. We can learn to keep our mind usefully occupied in reviewing the talk and connecting the various ideas that are put across by the speaker.
Planning to present a good argument
Trying to plan a good answer is a nice distraction while we listen. If the speaker makes a controversial statement which conflicts with our views, we may get excited and engaged in mental argument. In preparing an argument, or a question to ask, we might miss the rest of the speech.
Lack of interest
Not being interested in the topic might make we reject the speaker of the subject as dull or boring. Such an attitude to the speaker arises from narrow interests and a closed mind. Very often, uninteresting speakers communicate useful information and ideas, while interesting and amusing speakers may have very little useful matter. Pretending to be attentive is usually not possible as body language will show the boredom.
Avoiding the effort to understand what is difficult
This makes the listener switch off attention; if this becomes a habit, it makes the mind more and more lazy. If we are in the habit of avoiding discussion programs on the TV, we might be on the path of mental decay. A little daily effort to follow a serious discussion on radio or TV is useful for improving listening ability.
Tendency to criticize
Criticizing the speaker’s appearance, manner, voice, and so on, is another cause of poor listening. No doubt, style adds to the effectiveness of speech; but the content is always more important than the appearance or style of the speaker.
Emotional blocks
Most people have “deaf spots”; this is a tendency not to catch certain ideas. This defect can prevent a person from taking in and retaining certain ideas. Some people find it difficult to listen to figures or descriptions of surgical operations or stories of horror. A deep seated inability to endure going through something which we find painful causes us to block it out of our mind.Another type of deaf spot is the inability to face an idea that goes against a prejudice or an opinion that we have held for a long time. We may hear it wrongly or it may get distorted in our mind if we do not pay careful attention.
Emotional excitement
We may get disturbed by the speaker’s use of certain words. Words and phrases acquire different meanings and connotations in different cultures; a perfectly good word may appear loaded with prejudice or ill – feeling to a person from another culture. Feeling angry in the name of gender bias, or racial prejudice, or some other cause, may bar we from giving attention to the speaker. It is important to guard against getting upset by words which may have been used innocently by the speaker.
Impatience
We often have no patience to wait until another has finished speaking. We want to answer or add our own points to the discussion, or narrate our own experience. There is nothing more boring than a dialogue in which one party is constantly using his/her own frame of reference, talking about one’s own experiences, narrating one’s own anecdotes, fancies and imposing one’s own frame of reference on what the speaker is saying. This competitive desire to talk indicates lack of maturity.
Poor health
No doubt, any physical pain demands all our attention in coping with it, and we cannot be expected to pay attention to work. But besides pain, poor state of general health makes a person impatient, inattentive and unable to concentrate; it impairs listening ability.
Excessive note taking
Trying to take down extensive notes is a sure way to disturb our listening and to miss some points. No matter how fast we write, we cannot write as fast as the words are spoken unless we write shorthand very well. Cultivate the art of taking notes and limit it to writing down the general ideas.
Noise
If there is noise in the environment, it makes hearing difficult and distracts attention. Noise disturbs listening and frustrates the speaker. One can avoid it by insisting on discipline.
Going off on objects
Again, this gives the message that we really don’t think what they are saying is important enough to listen.
Competition
Entering every discussion with the mind set that we must win, no matter what. We’re too busy plotting our next move to really pay attention to what the other is saying.
Defensiveness
Jumping to the conclusion that we are being blamed or criticized, and responding defensively. This makes it difficult for others to talk with we about anything important.

2. Suggest methods, tips, techniques to improve listening skills.
Improving our listening is largely a matter of mental conditioning – of concentrating on the activity of sensing. We have to want to improve it, for listening is a willful act. If we are like most of us, we are often tempted not to listen. Once we’ve decided that we would like to listen, we must make an effort to pay attention. How we do this depends on our mental makeup, for the effort requires disciplining the mind. We must force ourself to be alert, to pay attention to the word spoken. In addition to working on the improvement of our sensing, we should work on the accuracy of our filtering. To do this, we will need to think in terms of what words mean to the speakers that use them rather than what the dictionary says or what we think the word means in our mind. We must try to think as the speaker thinks – judging the speaker’s words by the speaker’s knowledge, experiences, view points and such. Like improving our sensing, improving our filtering (give meaning to incoming message) requires conscious effort.Certainly, there are limits to what the mind can retain, but authorities agree that few of us come close to them. By taking care to hear what is said, and by working to make our filtering process give we more accurate meanings to the words we hear, we add strength to the message we receive. The results should be improved retention.In addition to the foregoing advice, various practical steps may prove helpful. Assembled in a classic document titled, “The Ten Commandments of Listening”, the following list summarizes the most useful of them:
1. Stop talking
Unfortunately, most of us prefer talking to listening. Even when we are not talking, we are inclined to concentrate on what to say next rather than on listening to others. So we must stop talking before we can listen.
2. Put the talker at ease
If we make the talker feel at ease, he/ she will do a better job of talking. Then we will have better input to work with.
3. Show the talker we want to listen
If we can convince the talker that we are listening to understand rather than oppose, we will help create a climate for information exchange. We should look and act interested. Doing things like reading, looking at our watch and looking away distracts the talker.
4. Remove distractions
The things we do also can distract the talker. So don’t doodle, tap with our pencil, shuffle papers or the like.
5. Empathize with the talker
If we place ourself in the talker’s position and look at things from the talker’s point of view, we will help create a climate of understanding that can result in a true exchange of information.
6. Be patient
We will need to allow the talker plenty of time. Remember that not everyone can get to the point as quickly and clearly as we. And do not interrupt. Interruptions are barriers to the exchange of information.
7. Hold our temper
From our knowledge of the workings of our minds, we know that anger impedes communication. Angry people built walls between each other. They harden their positions and block their minds to the words of others.
8. Go easy on argument and criticism
Argument and criticism tend to put the talker on the defensive. He /she tends to “clam up” or get angry. Thus, even if we win the argument, we lose. Rarely does either party benefit from argument and criticism.
9. Ask questions
By frequently asking questions, we display an open mind and show that we are listening and we assist the talker in developing his/ her message and in improving the correctness of meaning.
10. Stop talking!!
The last commandment is to stop talking. It was also the first. All the other commandments depend on it.From the preceding review, it should be clear that to improve our listening ability, we must set our mind to the task. Poor listening habits are ingrained in us and it is up to us to improve our listening skills to become successful and respected – as individuals and as managers.

MBA books

1. Management Principles and Practice.
• Koontz & Weirich - Essentials Of Management, Tata McGraw Hill
2. Organizational Behavior.
• Peter
3. Managerial Economics & Environment.
• A.N.Agarwal – Indian Economy – Wishwa Prakashan
4. Executive Communication.
• Rajendra Paul and Koralahalli – Business Communication
5. Statistics & Research Methodology
• Kothari C.R. – Research Methodology
6. Operations Management.
• Pannerselvam – Production and Operations Management, PHI
7. Marketing Management.
• Philip Kotler – Marketing Management, Pearson Education / PHI
8. Financial & Management Accounting.
• Prasanna Chandra – Financial Management – Theory and Practice, Tata McGraw Hill, S.N.Maheswari – Management Accounting
9. Human Resource Management.
• Gary Dessler – Human Resource Management, Seventh Edition, Prentice-Hall Of India P.Ltd., Pearson
• VSP Roa – Human Resource Management : Text and Cases, First Edition, Excel Books
10. Operations Research.
• Kanti Swarup, Gupta and Man Mohan – Operations Research