1/16/2022

Journal
COMMUNICATION, PRESENTATION &NEGOTIATION SKILLS
(CPNS)
Class Report-Module-01

Ramesh Chandra Singh

 COMMUNICATION SKILLS LEARNING JOURNAL

Dr. Nandita Chaudhary

Date -17-10-21

COMMUNICATION

Communication –

Communication is a process of transmitting and receiving verbal and nonverbal

messages. Communication is considered effective when it achieves the desired
reaction or response from the receiver. Simply stated, Communication is a two-way
process of exchanging ideas or information.

Communication is a Verb which denotes action

 To express
 To transfer
 To deliver
 To Convey
 To Converse
 To Explain
 To Connect
 To Discuss
 To Respond
 To Share

Communication Includes six components: -

1. Context
2. Sender-Encode
3. Message- Reading between lines
4. Medium
5. Receiver-Decode
6. Feedback

These factor interact in the communication process, affecting by various conditions and decision

Communication Process:
  Sender has an Idea
 Sender encodes idea in message
 Message travels over channel
 Receiver decodes the message
 Feedback travels to sender

Anlalize the audiunce-

 Anlysis of audience is very imoprtant factor during proces of comuncatio

 Types of audieanc-
- Tecanical Audience
- Non- tecanical audience
- Lay audience

Skills of Communication:-

LSRW Communication

 Listening – 45%
 Speaking – 25%
 Reading – 20%
 Writing – 10%

Effectiveness of Communication: -

 Measured after receiving the message & feedback sent by the receiver is duly
received or not.
 Good interpersonal skill and willingness to communicate are the basic requirement
of effective communication

Prerequisites for Effective communication: -

 Knowledge
 Communication Skills – Oral, written, Analytical thinking, Non verbal
 Personality
 Motivation
  Infrastructure
 Physical & Mental status

Communication Mode

 Verbal
 Nonverbal- Without using words

Nonverbal communication-

 Paralanguage
 Looking
 Kinesics

Barriers to communication
* Barriers due to Organization Structure
* Barriers due to Status and Position
* Tendency to Evaluate
* Heightened Emotions
* Lack of Ability to Communicate
* Inattention
* Un-clarified Assumptions
* Closed Minds
* Resistance to Change

Noise

 Physical
 Mental
 Sementic
Other characteristics of competent communicators

❖ Empathy
❖ Cognitive Complexity
❖ Self-Monitoring
Key take ways-

1. Process of communication
2. Know the audience
3. Type of commutations
4. Barriers of communication

Sesssion-2

Date- 30-10-2021

Topic- Listening

LISTENING

Listening: -

Listening is an art. Besides reading, writing and speaking, listening is an area of

communication and an essential management tool.

 Hearing is easy but listening is tough

 Listening is with mind but hearing with senses
 Listening is conscious & an active process of eliciting information
 Active Listening is only 7-8% of total time and improves through meditation.
 Listening is initiate be hearing.
 For Listening you must read newspaper.
 Needs precision text / bullets points, helps in improving listening.

Interpretation of met communication & paralanguage

Assertive conversation-

 Holding your fire

 Empathetic listening
 Appreciative listening
 Compressive listening
 Critical listening Professional
 Wax and wane
 The SOLER approach ( Egan, 2002)
Stages of listening: -
 Squarely face the person
 Hearing  Open posture
 Focusing on message  Lean towards the person
 Comprehending & Interpreting  Eye contact
 Relax
 Analyzing & Evaluating
 Responding
 Remembering

Barriers in Listening: -

 Environmental Barrier
 Physiological Barrier – Body language
 Psychological Barrier – Mentally presence
 Selective listening
 Negative listening attitudes – Shut down of mind
 Personal reactions – Speech make react
 Poor motivation – Objective not clear

“Important in listening – Concentrate on message not in messenger “

How to improve Listening: -

 Focus
 Activeness
 Presence
 Open Mind

Effective listening: –

 Want to listen.
 Delay Judgment.
 Admit your Biases.
 Don’t Tune out “Dry subjects”.
 Accept responsibility for understanding.
 Encourage others to talk.
 Understand the complexities of listening.
 Prepare to listen.
 Adjust to the situation.
 Focus on ideas or key points.
 Capitalize on the speed differential.
 Organize material for learning – make notes.
  Positive Body Language.

“Ask questions & look like fool don’t ask questions & remain foolish for life “

Non Verbal Communication: -

 Oral & Non Oral message expressed by other than linguistic

mean
 Non Verbal is powerful, 60% of communication is Non
Verbal

Seven type of Non Verbal Behavior

1. Proxemics – Space / Close

 Different culture has different comfort levels of distance.

 As children grow older and become less dependent on parents they require more space.
 Men tend to take more space than women.
 Four level of distance as per Edward T Hall’s
1. Intimate – 0 to 18 inches
2. Personal – 18 inch to 4 feet
3. Social – 4 feet to 10 feet
4. Public – 10 feet to infinity

2. Haptics – Touch

 A 1997 study found that strangers that were touches were more likely to return change left in
a phone book.
 A 1992 study found that food servers who used touch received larger tips.

3. Chronemics – Time

People who arrive

 After Time – Negative, Non Conscious

 Before Time - Negative, Over Conscious

4. Kinesics – Body Language / Behavior

 Facial Expression is capable of conveying 250000 expressions, increase sociability,

likeability and attraction
 Eye Contact
 Body Language
 Gestures
 Physical appearance
 5. Artifacts - Dressing

6. Vocalic or Paralinguistic – Vocal quality, loudness and tempo

7. Environment

Functioning of Non Verbal Communication

1. Repeating
2. Substituting
3. Complementing
4. Accenting
5. Regulating
6. Contradicting
7. Decaying

Seven C ‘s of Effective communication 

1. Completeness ---- Five W (Who, what, when, where, why) 

2. Conciseness 
3. Consideration 
4. Concreteness 
5. Clarity 
6. Courtesy 
7. Correctness

Culture

“The reasonable person adapts himself to the world, while the unreasonable one persists in trying to adapt
the world to himself.” –George Bernard Shaw
Definition

• Culture is the "lens" through which you view the world.

• It is central to what you see,

• How you make sense of what you see,

What is different?

1. Communication Styles

2. Attitudes toward conflicts

3. Decision making styles

4. Approaches to knowing

What is hidden below the surface?

 Cross culture communication
Cross Communication is the process of sending and receiving messages between people whose cultural
background could lead them to interpret verbal and non-verbal signs differently.

Why is Cross Cultural Communication Important ?

Globalization: Cross border movement of people, goods and data brings more and more cultures
into contact with one another and increases the potential of cross culture communication.

◦ Business Opportunities
◦ Job Opportunities
◦ Improves the contribution of employees in a diverse workforce
◦ Sharing of views and ideas
◦ Talent improvisation
◦ An understanding of diverse market

High Context Culture:- Cultures that rely heavily on non-

verbal and subtle situational cues in communication.

Low Context Culture:- Cultures that rely heavily on words

to convey meaning in communication.

Skill to overcome cross cultural communication

• Respecting Differences and Working Together

• Building Trust Across Cultural Boundaries
• Connecting with People
Key Takeaways

 Active listing is an art. It eliminates most of our routine conflict and improve our social and
professional aura.
 Nonverbal communication is very important aspect of our communication process.
 Cross cultural process is an important function of our business in digital world.

CASE ANALYSIS: Assignment -1 (Dt. 30th Oct-21)

Case study-

1. Barry is a 27-year old who is a foodservice manager at a casual dining restaurant.

2. Barry have diverse manpower cultural as well as age group.
3. Support staff was not listening to him.

TEAM 3: Ramveer Khati, Rameshchandra Singh, Arunkumar Singh, Rahul Vyas,

1. What are the communication challenges and barriers Barry faces?

(by Ramesh Chandra Singh

 Language barrier: There is language barriers among the working staff as not all
employees speak English as their primary language age, making verbal
communication very challenging.
 Generation Gap/Age barrier: Employees with different age category is very
challenging, employees with young age will grasp the communication easily &
fast as compared to old age, moreover it becomes very difficult for higher age
group employee to see the instruction posters.
 Cultural barrier: As employees are from diverse cultures, so they have their own
food safety practices
 Emotional barrier: Things were not going as per Barry’s expectation so he was
frustrated & was developing negative thoughts, so this may affect his
communication with the employees.

Communication Barriers-

1. Closed mind
2. Resistance to change
3. Lack of ability to control
4. Semantic noise

Gateways

 First categorized & Analysis of audience

 One to one interaction & more attentive during conversation
 Use of visual display.
  Adhere the work in DWM methodology.
 Use of technology like what’s group on daily basis feedback

Nandita Mam feedback-

 Should polite in approach and gain mutual respect during work.

 More attentive during conversation.
 Understand their requirement ( Under is shoes)

Sesssion-3

Date- 13-11-2021

Topic- Persuasive Communication

What

• Persuasion is moving people to a position or course of action that

they do not currently hold.

• It involves active listening, as well as talking, in order to reach a shared solution.

• Persuasion happens outside of a power dynamic.

• It is NOT about bending people to our will.

Steps for Effective Persuasion

 Establish Credibility

 Frame Common Ground

 Use Evidence & Compelling Language

 Connect Emotionally

Establish credibility-

 Trust
 Relationship
 Expertise
  People buy people first, ideas second.

Frame common ground

 Identify the share benefits

 Know the audience

Use evidence & compelling Language

• Use examples, visual aids,

pictures, stories, and
metaphors along with
numerical data

• Tailor your examples to your audience

Connect emotionally

 Emotions are always at play!

 Know your audience’s emotional state, and adjust your tone to fit

Cross culture

 Poly chronic-
High context culture (Depend on Nonverbal communication
 Monochromic
Low context culture (Depend upon words)

Key take ways

 Power can both facilitate persuasion or create barriers to persuasion.

 Credibility is the foundation of effective persuasion.
 Persuasive communication helps to influence others, build consensus, and inspire people

PPT presentation on Persuasive communication

Team-3

Ramesh Chandra singh

Ramveer khati

Arun kumar singh

Rahul vyas

Topic-

Mobility vans : medical facility for Rural & Remote areas

By Team 3 ( Ramveer, Rameshchandra, Arunkumar, Rahul),

13-Nov-2021

A development partner is offering a capital improvement grant to your institution. The amount is Rs.
5,000,000.
Your group will make a 3 min presentation to the principal. You should present a compelling case for
how the grant could be used.
Aim: balance the interests of your group with the interests of the institution.

Establish Credibility
Frame Common Ground or Build Rapport
Nandita Choudhury 10:42 AM
Provide Compelling Evidence using Vivid Language
Appeal to the Emotions

Sesssion-4

Date- 28-11-2021

Topic- Recap of Communication skill & office etiquettes

Role play-

Topic- Role Play 5- Harish faces a lot of problem daily at his workplace. His subordinates do not
obey him and do not follow Harish’s leadership. Despite repeatedly telling his subordinates to
complete a list of tasks, they do not tend to complete them. Harish is just not able to control his
subordinates and is not able to communicate assertively. What can Harish do to resolve his
situation?

We mold the above topic according to better understanding of communication & its traits. We
assume this situation on shop floor.

Role-

Section Head- Ramesh Chandra Singh

Line in charge-1- Arun kumar singh (Experience 15 yrs.)

Line incahrge -2- Rahul Vyas ( Experience-5 yrs)

Barriers

1. Clarity no in goals during conversations

2. Commutation not according to audience
3. Not attentive during conversation
4. Take control not mutual respect
5. Emotionally detachment.
6. Lack of trust
Gateways

1. Mutual respect
2. Gain trust
3. Improve credibility
4. Clarity in commutations
5. Focus during conversation
6. From common ground
7. Emotionally attachment

SPEAKING
Speaking: -

 English is an essential evil

 Not our mother tongue
 A crucial part of the language learning process
 Friends & Foes
 Your second impression
 Sometime it is difficult to change image

Barriers of speaking: -

 Confusion in message due to faulty Pronunciation, Grammar & Vocabulary.

 Hesitation 
 Lack of confidence 
 Eleventh Hour preparation 
 Stress 
 Lack of ideas 
 Emotions 
 Vocalized pauses – um, ah, err, up 
 Monotone voice (Not Like straight line it should be sinusoidal wave form)    
       

Preparation for Good Speaking: -

 Practice in front of mirrors 

 Write down in important points 
 Relevant examples 
 Make interesting 
 Think creatively 
 Self-motivation 
 Will power 
 Great person in mind 
 Breathe Deeply 
3P for Good speaking 

 Planning 
 Preparation 
 Practice
 

TACTFUL Conversation 

 T --- Think before you speak

 A --- Apologize quickly when you made mistake
 C --   Converse, don’t complete
 T --- Time your comments 
 F --- Focus on Behavior not on personality  
 U --- Uncover hidden feelings
 L --- Listen for feedback 

How to Improve Vocabulary 

 Read, Read, Read 

 Novels & literary work, magazine, newspaper 
 Keep a dictionary 
 Learn a word every day 
 Play some word games 
 Engage in conversation
 International Phonetic words
 Phonetics
 Morphology
  Syllables
 Word Stress

Basic truth about communication “Meaning is in mind & no mind alike “

For Effective Presentation: -

 8-12 word in sentence

 8-12 sentence in paragraph

Important fact about verbal communication 

 7-9 % Verbal Speaking 

 35-37 % Tone 
 55% Body Language 

office Etiquettes

Etiquette' is a French word which means a 'ticket', on ceremonial or other important

occasions a 'ticket' of instructions was issued to visitors detailing what they should do.

Professional Appearance
 First impression is the last impression
  Casual attire- Collared t- shirts, Non denim trousers, Sneakers
 Business attire- Suits 3- piece or 2- Piece
 Accessories- Less is more

Email Etiquettes

 Be concise and to the point

 Answer all questions
 Use proper spelling, grammar and punctuation where needed
 Do not attach unnecessary files

Telephone Etiquettes

• Feel good about your work

• Smile

• Have a positive attitude

• Place the receiver of the telephone correctly

• Organize your desk

Call closure

 Summarize what has been discussed

 Ask if you can provide further assistance
 End on a positive note

Handling complaints

 Listen carefully
 Convey sincere interest and be empathetic
 Agree as often as possible
 Remain calm and courteous. DO NOT ARGUE!
 Do not interrupt
 Do not blame co-workers

Personal & Professional boundaries

 Refrain from using office supplies for personal use

 Refrain from using swear words

 Avoid emotional outbursts

 Don’t groom yourself in public

 Pick up after yourself

 Respect others’ cubicle/office space

Key Points

1. Assertive communication is best way to deal any condition.

2. Persuasive communication increases the effectiveness of leadership.
3. Speaking also is an essential parts of communication.
4. Physical appearance plays an important role work place.
5. Various etiquettes also increase nonverbal and verbal communication of a professional.

Session -5 (Date -12-12-2021)

Topic- BUSINESS AND PROFESSIONAL WRITING

Writing Business Letter: -

 The heading includes the date the letter is written. Need to include address above the date.

• The address above the salutation is the letter recipient's full address. This address should
match the address on the envelope.

• The salutation is the line that begins "Dear..." Place a colon at the end of the salutation. Use
Mr. for men and Ms. for women.

• The body of your letter contains your message.

• The complimentary close should appear two lines below the last line of the body. Capitalize
only the first letter of the first word and always end the line with a comma. You can use a
variety of closures: Sincerely, Sincerely yours, Yours truly, Regards, Best regards, or Best
wishes.

• Your signature should be in blue or black ink. Allow four vertical spaces for your signature.

• The identification line contains your typed name and title, placed below the name.
Depending on the purpose of the letter, you can position your phone number or email
address in place of your title.
 • Enclosure (Encl.)—attached document(s)—or Distribution (cc)—copies sent to another party
—is placed two vertical spaces below the identification line.

• Time spent

• 25%, 25%, 50%

 List to know when writing Business Letters: -

1-Keep it short and simple: Use simple and succinct words instead of long-winded ones.

2-Be direct: Your reader is a busy professional, so come straight to the point in your letter
without sharing untuneful information.

3-State the purpose: The best way to stat letter with the purpose in the very beginning.

4-Use indirect approach for bad news letters: If your letter delivers bad news, a direct
approach is not advisable. Instead, use an indirect approach in which you state the bad news
in the second or third paragraph of the letter.

5-Incorporate ‘You Attitude’: Always keep the readers' benefits before yours.

6-Be careful to get the name and title of the recipient correct.

7-Make your tone conversational yet professional; do not be overtly formal.

8-Stay away from jargon unless you are absolutely sure that the reader will understand it.

9-Use active voice and personal pronouns in a letter.

10-Always end the letter with a request/call for action.

11-Be careful about the tone you use in the letter; do not come across as overconfident,
arrogant, or boastful.

Setting best Practice of meeting

 Draft an agenda and send out 40 hrs advance to team members

  State the goal
 Stay on topic
 Divide meeting time
 Being flexible for changes the meeting time according to team member schedule
 Set rule of meeting
 Always provide post meeting summery
 Ensure every team member know its role in meeting
 Recap time Sensitive task at end the meeting ( Who , What, When)
 Follow 7c in drafting the agenda

Common mistake in Meeting

 No clear agenda, objective meeting

 Poor facilitation, stuck on a topic
 Lack of preparation of all team members
 Not keeping calendar up to date
 Lack of decision making
 Meeting frequency dose not match the time frame of accomplish goal

Key points

 Revision of document is very important

 Agenda is most important element of meeting
 7C of drafting
 Time,date,venue

Session -6 (Date -08-01-2022)

Topic- Effective Writing Basics & Report Writing

‘5’ Key to effective Writing: -

1-Put the Reader First: -

• Put the reader first

 • Use simple words and short sentences

• Use jargon only when necessary

• Write with verbs and nouns

• Format to improve readability

2-Use simple words and short sentences: -

Avoid wordy prepositional phrases: -

>In the amount of (for)

>In order to (to)
>Due to the fact that (because)
>In the event that (if)
>During the time that (when, while)

3-Use jargon only when necessary: -

 The technical terminology or characteristic idiom of a special activity or group sports jargon.

4-Active Voice: -

 Use the active voice

 When it is okay to use passive voice

5-Format document to improve readability: -

 Use lists, bullets, charts, tables, indents, italics, bolds, headings and subheadings
 The 100-word rule

Plan, organize, write: -

• Four ways to organize: -

-Division

-Compare/contrast

-Cause/effect

-Problem-analysis solution
 • Develop an outline

• Write

– Write the easiest part first

– Develop major sections one at a time

– Introduction for main ideas

– Main point in first paragraph

– Turn off your internal editor

• 90% of writing is re-writing and editing

• Let the document cool

• Run a Fog test

• Aim to cut first draft by at least 10%

Key Points: -

 Initially spend time noting key ideas/ theory and their linkages.
 Leave enough time so as to enable you to set the draft aside.
 Provide more than one draft as one draft is not enough.

Thank You