Category: Case Study

  • The Inner Game of Tennis

    The Inner Game of Tennis

    Curated fortnightly reads from Karmine book worms to set discerning minds into motion.

    Book Title: Inner Game of Tennis

    Author: W. Timothy Gallwey

    Duration: 2-4 hours

    Writing Style: Conversational & Reflective

    What is the main hook of this book?

    “The opponent within one’s own head is more formidable than the one across the net.”

    W. Timothy Gallwey wrote a book about tennis that somehow ended up on the shelves of CEOs, therapists, coaches, and just about anyone looking to master their mind. Some of the credit may belong to Bill Gates who couldn’t recommend this book enough. But it is eventually the sheer quality of the perspective that allowed these pages to be revisited by readers again and again.

    Because the real game Gallwey talks about is the one we play against ourselves. Let’s dive into what makes this classic worth returning to — even if you’ve never held a racquet.

    Premise / Core Idea

    Gallwey leverages the metaphor of tennis training to introduce a deceptively simple idea as his ‘core premise’. That we are not one, but two players:

    Self-1: The voice in our head. Critical, controlling, always nudging instructions.

    It’s the voice that judges, plans, worries, compares, and tries to “manage” performance. It thrives on the constant chatter – “Don’t miss,”

    “Why did you do that?”, “You’re messing up again.” In the author’s view, Self 1 doesn’t trust the body (Self 2) and constantly tries to override its natural instincts.

    At workplace, Self 1 often appears in the form of overthinking, micromanagement, perfectionism, and fear of failure.

    Self-2: The natural doer (the body). Instinctive, capable, quietly competent, if left alone.

    This is our intuitive, subconscious self, basically our body that quietly operates with literally no interference from us. The part that knows how to do things once it has learned. The body naturally learns best through awareness and experience, not commands.

    Classic example being, children learn to walk, catch, and run through leveraging Self 2 which is by observing, trying, and adjusting. Self-2 doesn’t talk or ruminate. It simply acts and most often, effortlessly.

    The inner game according to the author is about reducing the interference of Self 1 so Self 2 can do its thing. In practice, it is the difference between ‘thinking about the shot’ and ‘letting your body remember it.’ Self-2 the author maintains, knows how to swing once it’s seen and felt it. But Self-1 disrupts the flow by overanalyzing the motion mid-swing.

    And is it not just about tennis. That’s equally about presenting in a boardroom, pitching a client, even parenting a toddler at bedtime. It of course comes with continuous practice and preparing the Self-2 to naturally adapt to what it intuitively understands rather than the suggestive narrative which Self-1 provides.

    Trying Hard ≠ Performing Well

    One of Gallwey’s sharpest provocations is this: ‘Trying too hard is often the very thing that gets in the way.’

    In a world obsessed with hustle, this feels refreshingly subversive. He suggests that when we grip tighter, we lose fluidity. When we judge every move, we shrink our range. And when we over-correct, we forget how to just be.

    There’s liberation in realizing that peak performance isn’t about doing more, but interfering less. Formulaically speaking, it becomes thus – Performance = Potential – Interference.

    Observation Over Judgment

    This practice of non-judgmental observation is recommended to build awareness without anxiety. Applied off-court, it’s the kind of lens that helps leaders reflect without spiraling, coaches listen without fixing, and professionals learn without flinching.

    Application

    Let us try and apply some of these concepts in our business world. For example, how does this book link to risk management principles?

    Risk management, too, is often less about the risk itself and more about how organizations respond to it internally. Whether with clarity or chaos. The principles can reframe modern risk management.

    Self-1 over-instructs, micromanages and doubt. It is a control culture obsessed with rules, checklists, and optics.

    Self-2 acts with instinct, flow, and trust based on defined boundaries of principles. It is a culture that enables sound judgment, awareness, and empowered decisions.

    Another practical view point is the question we are always asked when we meet our clients – What are the new tools, layers, processes, technology levers that we can build into the system? How much do they cost? What are others in my peer group doing?

    Instead of layering with new information, the better questions to ask might be – What’s getting in the way of existing capability? Are we sufficiently leveraging what we already have? How can we optimize our existing tech stack to enable greater efficiencies?

    An underrated luxury we are all given is also to do with the innate body intelligence or what we often call, ‘intuition’. We select our favourite candidates in the first few minutes of the conversation, the VCs often make up their mind even before they know the numbers and one handshake is good enough to say no. Optimally leveraging the strength of Self-2 is sometimes they key difference between good and bad decisions.

    Our Take (~150–200 words)

    n many ways the concept is not necessarily new. A tangent of this is also dealt with in the seminal work – Thinking, fast & slow, buy Daniel Kahnemann where he talks about the dual nature but with a different lens (system 1 & 2 – the intuitive and the slow, deliberate).

    It is important to bring this up because the conclusions are somewhat different. Gallwey wants us to trust intuition and reduce mental noise to improve superlative performance. It is the mantra of flow. Kanhemann is however wary of intuition. He wants us to question it, be wary of the over confidence is sometimes nudges us towards.

    We think the principles of Inner Game of Tennis are best leveraged in activities that require performance, creative flow, presence and coaching. The principles might somewhat leave us deluded if we apply it to say, building robust strategy, hiring, risk management and judgement calls. Those are the spaces where we need a healthy mix of both, Self-1 & Self-2, to optimize results.

    One concept we particularly liked was that of the value of an ‘opponent’ or an ‘adversary’. The book redefines competition in a very interesting manner. We will let a quote do the talking:

    “Once one recognizes the value of having difficult obstacles to overcome, it is a simple matter to see the true benefit that can be gained from competitive sports.

    In tennis who is it that provides a person with the obstacles he needs in order to experience his highest limits? His opponent, of course! Then is your opponent a friend or an enemy? He is a friend to the extent that he does his best to make things difficult for you.

    Only by playing the role of your enemy does he become your true friend. Only by competing with you does he in fact cooperate! No one wants to stand around on the court waiting for the big wave.

    In this use of competition, it is the duty of your opponent to create the greatest possible difficulties for you, just as it is yours to try to create obstacles for him. Only by doing this do you give each other the opportunity to find out to what heights each can rise.”

    The book offers:

    • A fresh lens that confidence is often quiet trust in your own self.
    • A reminder to coach less and believe more in others and ourselves
    • A perspective to manage performance anxiety by getting out of your own way

    It is a manual for uncluttering the mental court.

    Challenger thoughts

    • Most Cognitive Behavioral Approach (CBTs) suggest we work with our inner dialogue, actively analyse their validity and reshape them instead of completely ignoring the noise. We think inner critic is not always noise. It is our in-house risk manager.
    • Another aspect that is somewhat overlooked in the book is the value of practice and consistent effort in the right manner. Entering in to confident flow does require immense ‘conscious’ practice. Trusting intuition before that may not be fruitful.
    • Self-1 and Self-2 might be an over-simplistic model? Perhaps our internal decision making is not all that straightforward and we are driven by things far more unknowable and uncontrollable.
    • Structure, systems and cadence are crucial to enabling successful utilization of Self-2.

    The Thinking Shelf™ Rating

    This book certainly hits your “Reference Shelf”. We may not open it often. But the insights remain ever more valuable to challenge our assumptions of peak performance.

    Choose one from the below with a short rationale:

    • Top Drawer (Strategic Execution)

    Shapes how we lead. High impact on daily decisions.

    • Reference Shelf (Thought Depth)

    Changes how we think at a macro level. Rarely opened, never forgotten.

    • Backpack Book (Reflective Insight)

    We take it on walks. Influences philosophy more than playbooks.

    • Weekend Window (Light Provocation)

    A light, inspiring read—good for mood, not models.

  • Next Best Self Workshops for Verizon Media

    Next Best Self Workshops for Verizon Media

    Business Requirement

    Verizon’s HR function was looking for a holistic training program that would ensure the mental and physical well being of their workforce during the lockdown phase. Working in silos at home, limited face to face interaction and the general covid environment had adversely impacted employee morale, productivity and the overall organizational climate. The ecosystem was in dire need of a shift in perspective which would have a positive impact on the teams and encourage them to come together and face the difficult times. Leadership looked to establish a new working order that would yield positive outcomes at work and improve employee engagement, collaboration and morale.

    Our Proposed Solution

    Program Format

    Designed a weekly Intervention for 6 weeks with workshops that were facilitated around key themes impacting through, behaviour and action. The workshops were 3 hours in duration and served as an immersive and engaging experience.

    Course Content:

    • STARTING WITH YOU – (Intent Setting) – Establish the baseline defining the most authentic version of you
    • KNOWING YOU – (Self Awareness) – Acknowledge, Accept and Build a better understanding of self
    • EVERYDAY YOU – (Habit Forming) – Build a constructive daily routine that adds value to your overall well being
    • CONNECTING YOU (Mindfulness) – Empower yourself with tools to cultivate focus and calm while being in the present
    • BUILDING YOU – (Physical Well Being) – Connect Mind, Body and Breath Looking beyond the traditional workout regime

    Key Outcomes/Benefits:

    • Build awareness of self
    • Foster Collaboration
    • Build Resilience
    • Forge Clarity of thought
    • Facilitate better communication
    • Shape leadership thinking
    • Equip teams with tools and aids that propel consistent action toward key goals
    • Help professionals work on their development areas
  • Next Best Self Workshops for Schneider Electric

    Next Best Self Workshops for Schneider Electric

    Client Brief

    Business Unit leads and the Learning and Development function felt the need for young talent to not just build their technical competence, but also invest time in gaining a Better understanding of themselves that would lay the foundation of their professional growth. There was a need to build communication channels between , dissolve inherent barriers in themselves and their notions of others to effectively work towards common goals and project milestones. The ability to effectively tackle conflict, build resilience in tough times and work in a manner that leverages their strengths and enables them to work on their development goals were key areas of focus for the leadership .

    Program Design

    Program Format

    Designed a monthly Intervention for a quarter with workshops that were facilitated around key themes impacting through, behaviour and action. The workshops were half a day in duration and served as an immersive and engaging experience. Participants were introduced to key concepts and tools and aids that would empower them to build a better understanding of themselves over time, track their progress and engage in a continuous improvement exercise. A Manager Orientation program was also conducted for leaders to understand the key elements of the program and their resultant impact on the individuals and the teams they are part of Refresher Session were facilitated in order to provide further clarity and address queries.

    Course Content:

    • CLARITY – Self Awareness, Beliefs, Self Acceptance
    • COMMUNICATION – Clarity, Listening, Connection
    • CONTROL – Emotional Regulation

    Key Outcomes/Benefits:

    • Build a better understanding of self
    • Improve mental well being
    • Foster belonging and team spirit
    • Build mental and physical resilience
    • Equip teams to handle isolation and varied communication formats
    • Inculcate a culture of learning and consistent action towards individual and team goals.
  • Digital Transformation – CRM Implementation to aid Revenue Maximization

    Digital Transformation – CRM Implementation to aid Revenue Maximization

    Industry

    Manufacturing

    Location

    India

    Business Requirement

    The presence of Sales teams across various cities in India and varying nature of customer and product profiles made it imperative for this manufacturing entity to invest in a CRM that would manage customer interactions and enable effective reporting.

    While the CRM was selected, there was need to design the system in accordance with varied business requirements and also provide sales teams visibility to requisite information pertaining to their Clients at various stages. The transition from use of excel sheets to a consolidated system would ensure that information related to customers, products, projects, orders, projections, incentives and related finance information is available in one platform for reference and adequate follow up action.

    Our Proposed Solution

    The design of CRM included custom modules which enabled visibility to complete sales and product information, customer interactions, order tracking, product benchmarking, government empanelment status, project status, sales incentive information, invoice status amongst other variables.

    As a result, various teams were able to work cohesively with each other with the provision of timely and complete information.

    Further, increasing efficiency through automations and enhancements in the system increased accuracy and reduced turn around times of key activities. The presence of dashboards for team members and team leads ensured real time monitoring of key metrics empowering them to take requisite follow up action or undertake timely remediation measures.

    This exercise enabled leadership to maximise revenue by taking adequate steps across various stages of the customer lifecycle to increase efficiency, provide visibility and extract meaningful insights.

    Our Tech Stack

    Zoho CRM Implementation

    Key Outcomes/Benefits:

    • Availability of customer and partner information
    • Visibility to sales and projections pipeline, and incentive information
    • Dashboards for Sales Teams and Leadership for continuous monitoring of key metrics
    • Presence of a comprehensive repository related to Client and tender related documentation.
    • Timely Revenue recognition due to improved collections
    • Visibility to payment information for adequate follow ups
  • Digital Transformation – CRM Implementation & Development of Custom Franchisor Portal

    Digital Transformation – CRM Implementation & Development of Custom Franchisor Portal

    Industry

    Professional Services – Law Firm

    Location

    United States

    Business Requirement

    The Law Firm catered to the Franchise Business and worked with several Franchisors to manage their paperwork and related administrative formalities with their franchisee network across various states in the United States.

    Despite multiple tools in the tech stack, the organization failed to gain efficiency in operations which impacted turn around times, completeness, accuracy and timeliness of information to stakeholders and increased the extent of manual intervention.

    There was also the absence of a consolidated platform that provided relevant information to Franchisors.

    Our Proposed Solution

    CRM Implementation

    The design and development of CRM was aimed at gaining visibility to franchisor interaction across various stages of empanelment and ensure effective management of franchisees.

    The use of a comprehensive CRM ensured effective reporting, efficiency in operations through automation of key workflows, timely access to information, reduced manual intervention and digital signing of contractual documents through a single system.

    Custom Franchisor Portal

    The development of Franchise Portal which was integrated with the CRM provided access to franchisors who could now view the empanelment status of each of the franchisees on a real time basis.

    The internal teams updated franchisee information in the CRM which was automatically reflected in the portal. With the portal, annual renewals with state authorities was facilitated in an efficient and timely manner.

    Our Tech Stack

    Zoho One Modules – CRM, Creator, Forms and Analytics and Customer Portal.

    Key Outcomes/Benefits:

    • Consolidated platform for all franchise information
    • Customer Analytics and reporting
    • Automation of key workflows reducing turn around times for key activities
    • Access for external stakeholders to a dashboard for timely access to information
    • Real time updation of Franchisor – Franchisee contract status
    • Reduced manual intervention