Train

Develop &
Inspire

Personality Development:
Module 2 (Part 1)
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 In the previous module we covered how Personality
Development plays an important role in our personal and
professional life

Let us now discuss few

Brought to you by Centre Of Learning & Excellence Personality Development Tips
 Personality Development Tip 1

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 Objective
• Understanding how effective
communication helps in
Personality Development

• Tips on how we can work on

making our communication skills
effective

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 What Is Communication?
The process of communication allows us to interact with people around.
It is imparting or exchanging of information by speaking, writing, or using
some other medium

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Communication can be Non-Verbal and Verbal
(Refer to Customer Service Part 5 and 6)

Let us see how we can make our

communication effective
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 Process Of Communication
Process of communication is sending and receiving
information among people

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 Effective Communication
Effective communication is a two way process of sending the right message to the right
person

• Helps in building trust

• Preventing or resolving problems

• Providing clarity and direction

• Creates better relationships

• Improves productivity

• Promotes team building

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 Completeness

Clarity Concreteness

7 C’s of
Effective Communication
Conciseness Courtesy

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Consideration Correctness
 Completeness
The information conveyed in the message must be complete.
Complete communication enhances the reputation of the organization.

For Example:

Passenger coming to the ATO for making a booking shall be given complete
information with respect to his fare, products, itinerary etc.

This will never leave any question in the mind of the passenger

This will also persuade the passenger

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 Concreteness
Concrete communication means being particular and clear rather than being fuzzy and
general

For Example:

Concreteness should be there while PFO communicates with the passenger who comes
asking how to use Kiosk or asking what/where all he has to go to board the aircraft.

This will display good level of confidence on part of the PFO

Also appropriate guidance will be given to the passenger that can never be
misinterpreted.

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 Courtesy
Courtesy means being polite, kind, judicious, enthusiastic and convincing

For Example:

Wheel chair passenger travelling shall be assisted and informed all details by sitting on
the haunches with positive facial expressions.

This will display the nature and character of the staff

Also if you give respect to the passenger, you will get the same from them.

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 Correctness
Correct information includes the precision and accurateness of facts and figures used in
the message.

For Example:

In case of IROP, follow up with the passenger should be done to provide them with correct
information of the flight.

Updating of FIDS with the correct timings will show correctness on part of SpiceJet

This will have a greater impact on the passenger and they will feel more comfortable.

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 Consideration
Effective communication must take audience into consideration by knowing the
viewpoints, back ground, mindset etc.

For Example:

In case the passenger travelling does not understand English, communicate using the
language he is comfortable.

Also while providing assistance to visually impaired passenger be patient and walk slowly
matching their foot steps.

This way your body language displays effective communication

Always step into the shoes of passenger to have effective communication

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 Conciseness
Conciseness means communicating what you want to convey in least possible words

For Example:

During the time of clusters at check-in, all SOP’s to be followed with appropriate
information to the passenger. Remember to be pro-active and ensure the message is
understood by the passenger at once.

Concise messages are non repetitive in nature.

Provide short and essential message in limited words

After all at the end we all want OTP to be maintained ☺

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 Clarity
Clarity implies emphasizing on a specific goal or objective at a time, rather than trying
to move away from track

For Example:

Use Precise and Familiar Words with the passenger

Speak slowly to articulate effectively
Pace appropriately
Break down words into ‘Syllables’
Clarity is very important while making announcements

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 Let Us Sum Up The Important Points Of
Effective Communication
Listen for
understanding
Summarise what you Use simple words
have said

Body language
Effective
(Smile, Eye-Contact
Communication Skills and Gestures)
Ask only effective
questions

Check for
Seek participation understanding
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 Remember,

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