Presents Online Training on

Professional
Communication
Excellence

By Rushdina Khan
Self-Assessment

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Training with Rushdina
 Ownership Sequence

Audience

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Always Ownership

As we go

Bring reference
- Use ‘I’
Take Course- - Data
feedback correct

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 How do you deliver a feedback?

• Start with positive

• Additions &
replacements
• Action points

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Use ‘I’ Statements

I Feel

We
should

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 Use data, credible references

• Clarity
• Directness
• Boldness

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Sequence
 Starting
punch
 Sequence of
info
 Ending with a
question or
way-forward

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Audience: Find out their patterns

PACE

TONALITY

SPIRIT
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Audience: Find out their expectations

Their areas of interest

Their reservations

How much detail do they want

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Internal External
• Impromptu • Serving customers:
interactions information &
• Business meetings complaint handling
• Interaction with
vendors

Areas of Communication Challenges

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Impromptu

With positive words and open

non-verbal cues
Presentation Open Gestures
Preparation with data With Ownership
Listening Success Tools

Acceptance

Respect Empathy

Effective
Listening

Undivided
Concreteness
Attention

Congruence
How to say ‘no’ positively?

Training with Rushdina

Communication Skills
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• You can choose how you feel

• You can’t control other people, but you can control how you react to them
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 How do I feel about this
Applying reason to situation?
emotion What do I think I should do
about it?

What effect would that have for me

and for other people?

If not, what else could I do that

might fit better?

Is there anyone else that I could ask

about this who might help me?

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 Persuasion

You may not be able to control someone,

but you can influence them
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Impact of Non-verbal
Communication

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Aggressive gesture

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H a n d G e st u re s

Submissive Palm Position-

Non-threatening gesture

Dominant Palm Position-

Shows immediate authority

Aggressive Palm Position

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Signs of Doubt or Deceit

 Scratching the neck

 Jiggling the feet

 Muscle twitching next to the mouth

 Hiding away the glance

 The eye glance flicking

The above gestures depict lack of

confidence of the speaker. To deliver critical

information we must avoid these gestures.

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 Folded Arms Gesture

 Most people will take an arms-folded position when they disagree with
what they are hearing.

 Simple effective method to break it would be to hand him a pen or a

book

 Another useful method is to lean forward with your palms up and say, ‘I
can see you may have a question. What would you like to know?’

 Folded arms is a sign of being less receptive toward external information,

and should be avoided especially when in front of external clients.

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How Do You Shake Hands?

Taking Control

Giving Control

The Proper Way

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Positions with Hands Clenched Together
More difficult to handle

Scale of Difficulty in Handling

Less difficult to handle

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 Cheek and Chin Gestures

Boredom- Interested Having Negative

Using hand to Evaluation- Thoughts
support your head Hand resting on the
cheek
Inclusion Technique

Including both people into the conversation while

answering the question of one:

If A asks C a question, C can start answering by

turning towards A and then towards B and then
again back to A. C can keep on turning towards
each person by rotation while talking and finally
look at A while closing.

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Pe r s u a s i o n S k i l l s
Be clear on
your views

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Identify where you’ll be Challenged

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