WELCOME

1. WELCOME

2. Communication Skills What is there for the day… We’ll share knowledge We’ll have Fun We’ll Play Roles We’ll learn

3. Communication Skills LET’S DISCOVER THE POWER OF COMMUNICATION…

4. Communication Skills WHAT DO WE UNDERSTAND BY A “SKILL”?

5. Communication Skills At the end of the workshop we will learn… • what is Good and what is Bad Communication • some basic skills to become a Good Communicator

6. Communication Skills … and also • to recognize & overcome barriers • advantages of listening • to speak confidently • to communicate effectively

7. Communication Skills 55% 7% body language words 38% style Research shows, communication is…

8. Communication Skills Why Communication… • to express our emotions • achieve joint understanding • to get things done • pass on and obtain information • reach decisions • develop relationships

9. Communication Skills Home Truths about Communication… • Good Communication can’t exist without honest listening • We do not try HARD to get our message across • We do not take advantage of various media available to us • We all could improve our communication skills • It cannot be perfected

10. Communication Skills Ways & effects of Communication Formal Less Flexible, More Accurate but less responsive (JAGRITI…) Informal More Flexible, Less Accurate but responsive (Grapevine/Rumors)

11. Communication Skills What is Communication… • art of getting your message across effectively through: • Spoken words –first & simplest way • Body Language –can make or mar • Written words –reflects importance • Visuals –leaves greatest impact

12. Communication Skills Written Letters, Memos, Reports… Types & Methods Spoken Conversations, Interviews, Phone Calls, Requests… Gestures Facial expressions, Actions, Voice Tone, Silence, Stance… Visuals Photographs, Paintings, Videos, Film… Multimedia Television, Newspaper, Magazines, Internet…

13. Communication Skills Channel Formulating Delivery Message Feedback Perception Response Understanding Communication : The Flow Receiver Sender

14. Communication Skills Effective Communication… • Is scarcer than quality water • Is measured by results or actions • Does not need to be very complex • Is aimed at informing others • Is complete and clear

15. Communication Skills Barriers to Effective Communication… • Personal Barriers • Your style and character (rude, polite, shy, outspoken) • Preparation & presentation • Lack of clarity (pronunciation, pitch, etc.) • Lack of credibility • Timing

16. Communication Skills Barriers to Effective Communication… Proper Pronunciation Communication Help Pen Buffalo Career Guest Colonel Buffet Bouquet Rendezvous Bulb Fax Prakash Pradeep Chandrajeet

17. Communication Skills Barriers to Effective Communication… • Organisational Barriers • Culture • Environment • Size & structure • Pace of activity

18. Communication Skills Barriers to Effective Communication… • Process Barriers • Channel/Medium • Irrelevant Information loading • Lack of Response or Feedback • Inappropriate Questions

19. Communication Skills Overcoming the Barriers… • Say to yourself, “I will get Response” • Come up with a topic for discussion everyday • Start improving upon pronunciation • Develop habit of reading – start with the English newspaper / Comics • Understand first, then communicate • Don’t be afraid of asking questions

20. Communication Skills Body Language… Facial Expressions Gestures Posture

21. Communication Skills Clearing throat, "whew" sound, Whistling, smoking, pinching flesh covering mouth, jiggling money or keys, tugging ears, wringing hands. Body Language… Nervousness Short breaths, "tsk" sound, tightly clenched hands, wringing hands, Fist like gestures pointing index finger rubbing hand through hair rubbing back of neck. Frustration

22. Communication Skills Body Language… Open hands, unbuttoned coat Openness Arms crossed, sideways glance, touching-rubbing nose, rubbing eyes, buttoned coat, drawing away Defensiveness Pinching flesh, chewing pen, thumb over thumb, biting fingernail Insecurity

23. Communication Skills Upper body in sprinter's position, open hands, sitting on edge of chair, hand to face gestures, unbuttoning coat. Body Language… Cooperation Steepled hands, hands behind back, back stiffened, hands in coat pockets with thumb out, hands on tapels of coat Confidence

24. Communication Skills Body Language… Look out for some more clues on Body Language in the given handout…

25. Communication Skills SPEAKING SKILLS

26. Communication Skills Speaking… “A wise man reflects before be speaks; a fool speaks, and then reflects on what he has uttered.” - French Proverb.

27. Communication Skills While Speaking… • Take initiative • Be polite • Be pleasant (smile, jokes) • Be clear and concise (tone, accent, emphasis, pronunciation) • Cite negative opinions honestly, but in a positive manner • Seek Feedback

28. Communication Skills While Speaking over phone… • Write down in advance what you want to say and in what order • Smile • Speak slowly • Always be polite and friendly • For long messages, follow a script • Get confirmation • Monitor your time

29. Communication Skills WRITING SKILLS

30. Communication Skills Clarity in Writing… Rs 1000000000 Rs. 10,00,00,000/- Rs. 10 Crore

31. Communication Skills While Writing… • Plan what you want to say in your letter/ report • Reread the letter when you have finished • Check spelling & punctuation, then send • Use simple language – avoid ambiguous words

32. Communication Skills • While Writing… • “KISS” (Edit the letter by cutting ruthlessly). • Be kind to others’ eyes (font size, clarity) • Be creative (use tables, graphs) • Use the language YOU are better at

33. Communication Skills Keep in mind while writing • Visualize the reader when you are writing • Don’t write unbroken paragraphs • Use numbered paragraphs to make cross-referencing easier • Punctuation plays the role of body language in writing

34. Communication Skills Keep in mind while writing … • Use headings and subheadings. • Use ruled sheets instead of plain ones. • Don’t print without thoroughly checking your sources.

35. Communication Skills LISTENING SKILLS

36. Communication Skills Listening – why is it important? Listening 45% Speaking 30% Order in which we are taught Order in which we learn Reading 16% 9% Writing

37. Communication Skills Objective of Listening is… • to receive information • to understand effectively • to enhance clarity • to empathize

38. Communication Skills So, while Listening… • Avoid distractions • Do not interrupt unnecessarily • Be active (show interest) • Paraphrase what you’ve heard • Throw an echo

39. Communication Skills What Listening Looks like... • The Listener keeps looking at the speaker • The Listener’s body is in ‘open’ position • The listener is smiling with a pleasant & encouraging expression • Listener looks relaxed but alert, neither tense nor slouching • Listener utters humming sounds

40. Communication Skills PRESENTATION SKILLS

41. Communication Skills While Presenting… • Research (find out facts & figures) • Prepare (Introduce, Discuss, Conclude) • Rehearse • Be confident • Present • Use proper media

42. Communication Skills You win and other person loses You feel confident but uncooperative “Go for it” 5 styles of communicating to manage conflicts You don’t feel confident or cooperative You lose “Run Away” You let the other person win You feel cooperative but unconfident “Yes, Boss” You both win a bit and lose a bit You feel partly cooperative & confident “Let’s Trade” You help one another to win Mutual Cooperation & Confidence “Let’s both win”

43. Communication Skills “I HEAR, I forget I SEE, I remember I DO, I understand” Vinay - 9866254387