How do you deal with trolls?

Recently, I was participating in online forum and one of the users asked a question - How do you deal with trolls - fight/flight?

The effective strategy is combination of both; flight options are very simple – block the troll, ignore, avoid responding and so on. 

 

Dealing with trolls is lot similar to dealing with bullies; who try to hijack in person conversations. Follow those simple rules and techniques. Never forget that trolls on social media have much bigger theatre hence highly motivated.

Begin with Clear message: Basic rules of communication are universal and apply to Social Media communication too. It’s important to have clarity about the message – What, how and why before you communicate. More so when doing it on social media where your message has wide reach even beyond its intended audience. Even while expressing your emotions or spontaneous response, remember why are you posting, what is it about and how?

Your own clarity is your best defence against trolls. At times, I have just stated – “I was expressing my anguish, joy or opinion”, because I was clear what I posted and why.

Stay focused on your message and thread: Well begin is half done, once you have clarity, your job is simple.  Stay focused on your message, audience and thread. Use facts to reiterate your message & purpose. In the picture here is an example from my own tweet. Someone tried a response totally out of context of discussion. I simply stated facts and used opportunity to reiterate the Message “Values & Culture”.

Avoid getting sucked in troll's trap: Main objective of trolls is to take discussion on a different tangent. It’s easy to get sucked into their trap because they tend to press emotional hot buttons. Strategies often used like humorous responses end up serving troll’s purpose. You may not want to be humorous in context of the message. So be careful while deciding on your flight strategy. Once again see the example how we stopped at our message of “Values & Culture” and avoided temptation of adding “not religion” (sarcasm).

Similarly few times, we experienced trolls hijacking conversation between group of friends. We avoided emotional response and outbursts; continued to focus on the message; this helped us avoid troll's trap.

Have a great time on social media !!

Warm Regards,

Pankaj

www.skoolcafe.com

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Leadership and Emotional Intelligence - A Story

What's missing from our answers?

Leadership and Emotional Intelligence – A Story

Emotional Intelligence is the capacity to be aware of, control, and express one's emotions, and to handle interpersonal relationships judiciously and empathetically.

When you have the power and every fibre of your being is urging you to act, but you chose not to react or respond – Simply put this ability to choose is Emotional Intelligence.

This story set in 1920s; goes like this –

A King of erstwhile princely states of India; during his visit to London, was walking down the Bond Street dressed casually. On seeing a Rolls Royce showroom he went to ask about the Price and Features of their cars.

Looking at an ordinary Indian citizen, British showroom salesmen (colonials days) insulted him and almost showed him the way out of the showroom. After this insult, the King came back to his Hotel room and asked his servants to call the showroom informing them that the King was interested in purchasing few Cars. Few hours later the King returned to Rolls Royce showroom with full royal manner wearing royal costume. He was given red carpet welcome at the showroom. Salesmen treated him with respect and eagerness. The King purchased all six cars that were available at the showroom and paid full amount with delivery costs. Once back in India, King ordered municipality to cut open car roofs and use them as garbage trucks for cleaning and transporting city’s waste. The moment Car Company received news of their brand being humiliated; they sacked the salesman and apologised to the King. The Company requested to return those garbage cars and offered much better cars at no extra cost in return.

In this story lack of maturity and emotional intelligence by Salesman is quite evident. So are the consequences for salesman and his organisation.

The King might seem victorious at the end of story but as a leader he doesn’t set a great example. His actions lacked maturity and foresight, key components of Emotional Intelligence. His actions were arrogant, driven by personal revenge and he abused his powers over state finances.

He spent precious funds (in context of British raj and condition of Indian people under colonial rule) from treasury on extremely expensive cars. At the same time he ended up filling the coffers of a British Company.

As leaders we need to be always beware of old cliché – “Power corrupts and absolute power corrupts absolutely”. It’s important for leaders to have people in their inner circle who can speak with candor and nudge leaders in right direction. If our network becomes dysfunctional we lose our path and focus.

As leaders (Business, political, social and spiritual) we continue to set very poor example of using Emotional Intelligence in our actions. Classic example, when in position of authority people tend to force others into doing things way below their optimum capability or area of expertise; just to make a point or teach them a lesson. Isn’t this akin to using a Rolls Royce to collect garbage? More importantly, they hurt themselves or their organisation either by increased costs or by losing good people to competition. Either way they end up filling coffers of competition.

Daniel Goleman indicated that EI accounted for 67% of the abilities deemed necessary for superior performance in leaders, and mattered twice as much as technical expertise or IQ.

“Between stimulus and response there's a space. In that space is our power to choose our response, where lies our growth and freedom" – Frankl. So next time choose wisely and think before you react!!

Warm Regards,

Pankaj

www.skoolcafe.com

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Disclaimer: This Story neither confirms nor denies the authenticity of incidence mentioned here and simply used as an example.

Key Principles for communicating effectively with Employees

We all have to interact with colleagues every day, if we practice these with discipline and rigor, we will have more harmonious climate and engaged employees in the organization.

1. Greet people warmly each day. Make them feel important and valued.
2. Give people advance notice on important matters.
3. Provide an opportunity before major decisions, actions and changes.  Provide for feedback; remember to explain the reasons for the decisions.
4. Be available when needed.
5. Share bad news as well as good news with equal candor.
6. Inform employees about things before letting the public know.
7. Respect employees as colleagues. Request things. Don’t order or demand – talk with and not at people.
8. Protect privacy rights and confidential information faithfully.
9. Back your team and be supportive and helpful. Praise, give credit and show appreciation when warranted.
10. Follow up on request and promises – address the little things.
11. View Management as service to; not power over people.
12. Listen to each person with an open mind and be responsive. Do not be an idea killer.
13. Keep people informed, avoid the “mushroom growing” or keep them in the dark approach.
14. Communicate adult to adult rather than parent to child. “Treat people as adults. Business is serious affair. Business needs grown up and skilled people, to deliver value proposition to customers. Accepting people as adults means paying attention to their ideas, thoughts and inputs. It means trusting them to be able handle good with bad, success with failure and so on.”( HOW: Retaining Leadership)
15. Share important, controversial, complex and detailed information face to face.
16. Say what you mean, mean what you say, and show you mean it.(HOW: Retaining Leadership)
17. State your expectations clearly. Avoid shocking with surprises.
18. Stress you, we and our and play down “I”, “Me” & “My” in interactions.
19. Develop goals and priorities cooperatively with employees.
20. Treat people as they want to be treated – not as you think they want to be treated. (Things Successful people do differently)
21. Be straight forward and don’t manipulate or use people.
22. Seek to understand as hard as you seek to be understood.
23. Level with people, but balance this with tact to protect feelings.
24. Go to your people, don’t wait for them to come to you.
25. Remember to laugh together and celebrate together.

To understand how easy it is to practice, just replace “employee/people” with “customer” in most statements. You will find that most successful people and businesses follow these principles while dealing with their customers.

Warm regards,

Pankaj

www.skoolcafe.com

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Our Personal Mirage : Strengths & Potential

Yesterday evening, while browsing LinkedIn I noticed this quote. This update has an interesting comment from one of my ex-colleague - "Fantastic - though even the first one is something that people take for granted and never realize its FULL potential. How many times in your life have you been praised enthusiastically (making you feel deeply embarrassed) for your strengths?"

This comment created a thread of thought process.

We don’t understand who we are and what our strengths are. We are aware of and realize only a fraction of our potential.

Insecurity from lack of appreciation of our strengths. Low self esteem because of unawareness makes it hard for us to appreciate others for what and who they are. Making us unduly competitive, unappreciative and demanding of others.

We keep living our life as lost person in dessert who keeps chasing mirage in search of water. Our personal mirage is caused by cooler air of “what we think of us”,also known as comfort zone and hotter air of our potential, i.e., “who we are”.

Our challenges and failures come from “whatever it takes” and life time of conditioning - “best way to make a line smaller is by drawing bigger one”. We put too much pressure on ourselves constantly comparing to others. We never take a breath to appreciate and enjoy what we have and our strengths.  It’s far more rewarding to leverage your strengths compared to overcoming limitations.

Big challenge in retaining personal or organizational leadership (overcoming limitations) is in understanding Smart people & ideas are grounded in information & facts, requiring people to interact with patience.

You have responsibility for your world (perception, point of view and so on). Don’t let others shape your point of view. This is ignorance. When you do your tasks by appreciating there are many forces at work, not all under your control, this is wisdom. (What’s missing from our answers?)

Maturity is learning to walk away from people and situations that threaten your peace of mind , self respect, values, Morales or self worth.

Warm Regards,

Pankaj

www.skoolcafe.com

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Things Successful people do differently

Successful people don’t do different things, they do things differently.

Success is measure of the results achieved by someone in a given context. However we often hear the phrase that meeting numbers isn’t enough. Its how you achieve results is true measure of one’s success. 

There is no dearth of examples and material on how to be successful. This post is not about giving a list of right things or different things you need to be successful. We will focus on few things which successful people do differently.

Successful people mostly have impeccable Etiquette. Here is a quote to help understand conventional meaning of etiquette - The cardinal principal of etiquette is thoughtfulness, and guiding rule of thoughtfulness is the Golden Rule. If you always do unto other as you would have done unto you, it is likely that you will never offend, bore or intrude, and that your actions will be courteous and indeed thoughtful. – (Emily Post’s Etiquette by Elizabeth L Post)

However, successful people take thoughtfulness to another level, and their golden rule reads something like – “If you always do unto other as they would have wanted you to, it is likely that you will never offend, bore or intrude, and that your actions will be courteous and indeed thoughtful.”

Key to understanding what others want is Communication. To quote from my earlier post – “You can’t, not communicate. However, importance of listening keeps growing. Leaders will need far superior listening skills. It’s much more than sensitivity. It is about tolerance.” You can address someone as sir / boss / Mr /Ms and still come across as rude or disrespectful. You can come across as warm and respectful while addressing people as buddy / dude. It’s not only about what you say but how you say. We are communicating all the time even when we are not, a tweet, an email, and posts on social media everything counts. It’s important to have measured and sincere approach. So many over hyper people end up either with foot in mouth disease or worst they are blissfully oblivious to self embarrassing impact of their communication.

“The first time you greet someone presents an opportunity that will never come your way again: the chance to make a fist good impression. Your appearance and manners play a part in forming these impressions, and they continue to do so even when you meet or greet someone you already know.” (Emily Post’s Etiquette by Elizabeth L Post)

Successful people are disciplined in their approach. They strive for excellence day in day out. Our appearance has tremendous influence on what and how our message is understood. A tidy, tasteful and hygienic appearance implies that you respect others but more importantly you consider yourself worthy of respect and effort in dressing yourself up. This applies irrespective of your attire being formal, casual, business casual, club wear or even beach wear.

Success is 24X7 occupation. From our early teen till retirement an average person spends 44-50% of their time on activities related to their profession (including education time) and 28-34% time in sleep. It’s our behavior in remaining 24-15% time which separates successful people from not so successful people. Successful people commit 100% to whatever they pursue or do.

You can have this discipline and commitment only if you enjoy doing what you do. “Pleasure in the Job puts perfection in the work”- Aristotle. So light up your efforts with passion and joy. “The only way to do great works is to love what you do” - Steve Jobs

To sum up, Successful people have great etiquette, they communicate with sincerity, purpose and discipline because they are committed to and enjoy whatever they do.

  

Warm regards,

Pankaj

www.skoolcafe.com

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Commitment, Loyalty and Sycophancy

Commitment and loyalty are the pillars which strengthen relationships in all spheres – personal, professional, spiritual, business, social etc.

Most organisations may not have them laid out in their evaluation process explicitly but hardly anyone gets promoted or hired unless people involved are confident of their commitment and loyalty. At the same time across organisations great numbers of people believe sycophants are preferred instead of truly loyal people. Yet there are no efforts to help people understand meaning of loyalty and commitment. Let’s have this story from Hindu mythology before we dwell further on the issue at hand.

Sage Narad is an ardent devotee of Lord Vishnu (the Preserver- Part of holy trinity in Hindu mythology). He keeps chanting "Narayana! Narayana!” (name of Lord Vishnu) all through  the day.  He believed that he is the greatest devotee of Lord Vishnu and there is no one else who keeps thinking Narayana  as he does. He wanted to get that confirmed from none other than Lord Vishnu himself. So he reached Vaikunth, the abode of Lord Vishnu. When Lord Vishnu asked purpose of his visit, Narad said he needed some clarification. Vishnu asked, "About what Narad?" Narad replied," I want to know, who is your most ardent devotee?" Needless to say he was expecting his name from Lord Vishnu.

Lord Vishnu asked Narad to go to a village and meet a farmer residing there. He told "I consider him as my ardent devotee." Narad was surprised and was eager to see this devotee. He reached the village mentioned by Vishnu.  By the time Narad reached at farmer’ hut, it was almost night. He knocked at the door. The farmer welcomed sage Narad. The farmer offered Narad food to eat and offered bed to sleep. Narad was keenly observing the farmer as to how many times the farmer is mentioning Narayana. The farmer before going to sleep, uttered 'Narayana!, Narayana" and went to sleep.

Next day the farmer got up early in the morning, finished his morning chores, then he looked at the photo of Vishnu and uttered, "Narayana" and started his daily work. Narad watched him the whole day to find the number of times farmer utters Narayana. To Narad’s surprise farmer didn’t pray or utter Narayana even once till later in the night before going to sleep. Narad returned to Vaikunth and told Vishnu, "The farmer prayed only twice in a day  and still he is considered as an ardent devotee by you. I don't understand this".

Vishnu gave Narad a pot filled with oil to the brim and asked Narad to go around Vaikunth, without spilling even a drop of oil. Narad readily took the Pot of oil and with great care walked around Vaikunth. He completed the walk around Vaikunth with the Pot of oil without spilling even a drop and gave back the Pot of oil to Lord Vishnu.

Vishnu asked Narad, "How many times did you utter my name when you were carrying the Pot of oil?" Narad said, "How is it that you expect me to utter your name, when I have to carry on the Pot of oil?" Vishnu explained, "When you have to focus on simple Pot of oil, you never prayed. But the farmer with all his worries, duties and work, never forgot to pray and utter my name twice a day. Is there any devotee greater than him? "

The story has two significant lessons, being able to recognize someone’s performance in wider context (the Farmer’s ability to remember God twice with all the load); secondly Lord Vishnu being the Preserver, a person contributing to making things happen in worldly affairs will be considered more committed and devoted.

It’s important for leaders (like Lord Vishnu in the story) not only to recognize and reward the performance, but also ensure that both contribution and the context are widely understood by the people.Leaders need to know what they value – loyalty and commitment to them (as individual) or to what they represent – organisation, ideas, profession, values etc. These may not be mutually exclusive to some but they are separate. 

Most of the Career advancement text, teaching and counsel put too much stress on internal selling, standing out from the herd and so on. All this creates a false notion among leaders that it is employee’s job to not only perform but also ensure that their performance is noticed by various stakeholders. Smart leaders take this NVA (non value added) activity away from their team’s plate and give them the confidence to excel on the Job. This immediately puts a lid on culture of sycophancy.

Like Sage Narad, so many people think that they are A players and doing what needs to be done. Validate your self assessment with the Manager. It’s important to have clear understanding of what is expected out of you but also very important to map your deliverable to big picture. You need to figure out what you are committed and loyal to – the Individuals, e,g,, managers, team members, or to profession, ideas, values, technology and so on. In real world effective ones need to have a mix of most if not all. Your effectiveness lies in finding the right mix and balance.  

I am reminded of a quote – “If you once forfeit the confidence of your fellow citizens, you can never regain their respect and esteem.” - Abraham Lincoln

Warm regards,

Pankaj

www.skoolcafe.com

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Managing A Players

Managing ‘A’ Players

One thing which keeps Business Leaders and HR Leaders awake at night, across industries and geographies, is managing star players. How to retain and keep them motivated? Organisations might be adapting or experimenting with performance management systems but nothing takes away identification of Stars and challenges of managing them.

Here is some perspective which gets lost most of the time. These are the elephants in room nobody talks about.

While it’s important that your best talent is rewarded and appreciated; it is also important not to lose sight of using various resources effectively. Your compensation and benefits strategy has to look beyond salary hikes, bonuses and incentives.

Commonly, executive compensation strategy and planning gets done and executed in isolation, focusing on monetary rewards, i.e., hikes, bonuses, stock options and incentives. Lion’s share is given to top performers and rightly so.  

Subsequently, managers and HR continue to follow same packing order in almost every decision. Same set of people keep getting nominated for all important training programs, leadership connect, face time with top leadership and so on.  People forget that Stars have too much exposure leading to burn out. They carry burden of huge expectations and stress of living up to them. Too much time and effort is spent on ‘A’ players instead of giving them freedom and allowing them to lead.

We end up creating sense of entitlement. Stars have huge incentive to kiss up and kick down; very little incentive to allow and support other people to grow.

Key to effective differentiation is how and what. Having rewarded Stars handsomely it is important for leadership to leverage other opportunities in supporting and nurturing wider talent base. It creates healthy talent pipeline, in turn relieving pressure from your top talent.

Really exceptional people are outliers constituting low single digit percentage of employees in an organisation, just like non performers. Any business driven by meritocracy should differentiate such people on basis of their special skills, ability to use their skills and make significant business impact or producing exceptional results in given context. The entire idea of 10-30% people rewarded highly and 80-40% of organisation treated good/average is mockery of differentiation.

At GE one key discussion during talent review is always about releasing your top talent for opportunities across businesses and verticals. All organisations don’t have breadth and depth of businesses and opportunities like GE. However seldom leaders and HR explore outplacement as part of strategy to manage Top talent. By definition your talent growth has to be better than your need for talent. Instead of being caught by surprise of attrition, objectively evaluate possibility of out placing talent with customers and suppliers to build lasting relationships.

‘A’ players by definition are good at identifying and seizing the Opportunity. It is hard to accept but fact remains that ‘A’ players end up hiring or creating screens to hire B players. Because, of their influence on organisation decisions. Decisions are made by those who show up. Hence either way buck for quality and effectiveness of workforce stops at ‘A’ players. They are responsible if showed up and are still responsible if didn’t.

If you are hiring A/A+ players, your bottom most people are better or equal to best available talent and deserve best compensation, support and inputs. They need best in class eco system to support them.

Effective Talent plan and strategy targets 90% of employee base as ‘A’ players. Too much focus on few means, higher attrition of remaining talent, wider and more negative influence on employer of choice drivers.

It is important to retaining leadership, not only people in leadership roles. (Challenges in Retaining Leadership). Mostly, brilliant people end up rattling the cage, they are opinionated and yes as managers (HR or line) you may feel very uncomfortable. (Tips on Talent Management / Acquisition).

Warm Regards,

Pankaj

www.skoolcafe.com

Hiring Great People

Holiday season is over and teams are gearing up to meet new challenges and goals. It is also time to hire and look for great talent, some thoughts to help while you look to attract and hire people.

First and foremost always let your best people represent and hire. Your most equipped people have to front end.

Great talent has to be acquired, just like customers for your business. Being a leading brand and consistently being rated high as employer of choice across broad spectrum of publications and media is just entry pass to arena. Organisations have to be at the top of their game, when it comes to attracting top talent. Begin by putting your best foot forward. More often, we think that as long as final interviews are being done by best people, it’s a great hiring process. In reality, most of the damage has already been done by the time better equipped people get involved in hiring.

It will be prudent not to let front-line recruiter, recruiting analyst or HR assistant be the first contact. Similarly candidates for wide spectrum roles or leadership roles being interviewed piece meal for technical / skills screen is not smart idea, although widely prevalent. Instead start with best interviewer and let them candidly share the need for skill screen post their meeting with potential hire. 

Invest your time and effort to communicate what you are looking for and what is special about this opportunity. Only then you are going to get the special one. When you are contacting someone, you have to make them feel good and wanted (even if they are currently unemployed). People have to be able to trust you with their careers and need to feel valued. (Leadership Hiring: Experiences & Lessons Learnt)

Almost all articles, presentations and advice on hiring talks about cost of a wrong hire. But hardly any attention ever is given to talent lost during the process and it’s opportunity cost.

Avoid staged behavior and environment during interactions with potential candidates. People are sharp and perceptive, they are able to sense. This creates doubt in candidate’s mind. Some people will take their cue and adjust their response to play ball but a lot of them may not be comfortable in such situation. Net net you may not end up hiring the best. People need to trust you with their career and feel valued.

Get rid of your bias and conditioning to judge people as too eager, too enthusiastic, desperate etc. When your sales team is approaching a customer to acquire the account, would you want them to be less eager or enthusiastic? As long as candidate meets your values screen and have required skill set, stop guessing their motives and reasons.

So many times when hiring managers or key stakeholders tend to add too many reasons to eliminate candidates and end up supporting not the Best but most acceptable one. (Tips on Talent Management / Acquisition from West Wing)

Interviews are conversation with purpose. They are not interrogation. Asses people based on their response during conversation. Asking questions like, “give me an example of out of box thinking on the Job”, will not help. Who knows person may have applied out of box thinking just that one time and was too happy to share it with you to cover for his/her lack of creative thinking.

Never use interviews to coach someone in your team unless some coaching and one on one mentoring has been done. Organisation train people on hiring skills through class room training and certify them as Interview panel. People must be mentored and coached one on one ideally in internal hiring or allocation discussions and interviews before putting them in Interview panels.

People are work in progress. Don’t look for best or greatest but look for better and wanting to be better. They are better bet any day.  Hire for Potential, remember, you are hiring for future. It’s important to gather information and data for past performance and achievements. But never forget you are hiring for future. (Tips on Talent Management / Acquisition from West Wing)

“It takes a lot of hard work to make something simple, to truly understand  underlying challenges and come up with elegant solutions"..... Steve Jobs

Warm regards,

Pankaj

www.skoolcafe.com

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What’s missing from our answers?

Recently, I published a slide of two very frequently asked questions during interview in campuses, including most commonly accepted answers.

Given that these answers are commonly accepted, there were hardly any comments offering alternatives or modifications. Think through and we will realize that putting a simple validation to check if A & B (include C for Q2) are of same value we don’t need to run the logic and simply exit or display a message saying all variables contain same value. This is making logic and system withstand boundary conditions or simply put making your logic and system idiot proof.

Why is it important enough for me to write but more importantly why should you read?

Let’s begin by examining what happens when question is asked? Respondents answer assuming that variables have different values, while ignoring to test their logic for boundary conditions.

Real importance of this lies in understanding underlying operating mechanism we use while interacting with people and our environment. Every time, we interact with others we act based on our assumptions. It’s like answers to questions in the picture.

We often use “Perception is reality“. Our world is our perception based on our prejudices, shaped by our fears, fueled by our ignorance. We have either been told or have told someone to manage their perception. Manager’s with all good intention end up saying, “you need to manage your perception”. Is it really possible for anyone to manage other’s perception? It is far better to share specific expected behaviors and actions.

People repeatedly say – Life isn’t fair. This phrase is answer to every situation – whether someone is imposing unfair solution, reward, work, pay etc or trying to console someone in bad place. We even use it while trying to motivate people. But who needs to be reminded that Life isn’t fair.

We all are in pursuit of happiness; chasing one dream after another, one milestone after another and one acquisition after another; while ignoring to test our actions for boundary conditions. I am reminded of a quote from Victor Frankl: “Don’t aim at success. The more you aim at it and make it a target, the more you are going to miss it. For success, like happiness, cannot be pursued. It must ensue, and it only does so as the unintended side effect of one’s personal dedication to a cause greater than oneself.”

A wise man once said – “People need connections, if you have connections you will live happily.” Nothing demonstrates this more than our emphasis on connectivity for all gadgets (Internet, Bluetooth, wireless etc).

You have responsibility for your world (perception, point of view and so on). Don’t let others shape your point of view. This is ignorance. A colleague once shared a gem; he told responsibility is responding with ability.

We spend so much time and resources in improving processes to remove non value added activities but we spend so little on improving human processes and take out non value adding emotions from people’ life. (HOW : Retaining Leadership)

The picture, “Perception process capability Six Sigma way”, demonstrates work and discipline we need just  to accept different realities around us. Accepting them is mere first step in dealing with different realities.

Adding the validation for all variables having same values is great example of ability. Similarly, to have connections, you need to look past your own assumption and a different reality. Appreciate all subjective realities, without judgement.  Your reality is limited. So are others’. Break your limitation and make room for theirs, even if they can’t or don’t.

You have ability to see the world from others points of view. This is Care.  When you do your tasks by appreciating there are many forces at work, not all under your control, this is wisdom.

Another year comes to an end, we will be trying to connect dots and figure out what worked and what didn’t work. What we accomplished and what we didn’t. Organisations will be working on performance management using various approaches. Individually and collectively we will be setting out goals and actions for year ahead.

While connecting your dots and finding answers remember not to miss :

• People need connections, If you have connections you will live happily.
• Life is not fair. But you can be, even if others can’t or won’t.
• Move towards wisdom from Ignorance by responding with ability and Care.

Wishing you and your loved ones, Happy Holidays and Great New Year 2015!!!

Warm Regards,

Pankaj

www.skoolcafe.com

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