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WELCOME

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Communication Skills

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

LET’S DISCOVER THE POWER OF COMMUNICATION…

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Communication Skills

WHAT DO WE UNDERSTAND BY A “SKILL”?

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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
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Communication Skills

… and also

to recognize & overcome barriers

 advantages of listening  to speak confidently  to communicate effectively
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Communication Skills

Research shows, communication is…

55% body language

7% words

38% style
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Communication Skills

Why Communication…
• • • • • • to express our emotions achieve joint understanding to get things done pass on and obtain information reach decisions develop relationships
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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 media available to us • We all could improve our communication skills • It cannot be perfected
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various

Communication Skills

Ways & effects of Communication
Formal Less Flexible, More Accurate but less responsive (JAGRITI…)

Informal

More Flexible, Less Accurate but responsive (Grapevine/Rumors)
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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

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Communication Skills

Types & Methods
Written Spoken Letters, Memos, Reports…

Conversations, Interviews, Phone Calls, Requests… Gestures Facial expressions, Actions, Voice Tone, Silence, Stance… Visuals Photographs, Paintings, Videos, Film… Multimedia Television, Newspaper, Magazines, Internet…
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Communication Skills

Communication : The Flow
Channel Formulating Message Feedback Delivery

Sender
Response

Receiver
Perception

Understanding
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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

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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
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Communication Skills

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

Barriers to Effective Communication…  Organisational Barriers
• Culture • Environment • Size & structure • Pace of activity

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Communication Skills

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

Body Language…

Facial Expressions Gestures Posture
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Communication Skills

Body Language…
Clearing throat, "whew" sound, Whistling, smoking, pinching flesh

Nervousness

covering mouth, jiggling money or keys, tugging ears, wringing hands.

Short breaths, "tsk" sound, tightly clenched hands, wringing hands, Fist like gestures pointing index finger rubbing hand through hair rubbing back of neck.
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Frustration

Communication Skills

Body Language…
Openness
Open hands, unbuttoned coat

Arms crossed, sideways glance, touchingrubbing nose, rubbing eyes, buttoned coat, drawing away

Defensiveness
Pinching flesh, chewing pen, thumb over thumb, biting fingernail 22

Insecurity
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Communication Skills

Body Language…
Cooperation
Upper body in sprinter's position, open hands, sitting on edge of chair, hand to face gestures, unbuttoning coat.

Steepled hands, hands behind back, back stiffened, hands in coat pockets with thumb out, hands on tapels of coat

Confidence

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Communication Skills

Body Language…
Look out for some more clues on Body Language in the given handout…

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Communication Skills

SPEAKING SKILLS
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Communication Skills

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

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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
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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
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Communication Skills

WRITING SKILLS

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Communication Skills

Clarity in Writing…

Rs 1000000000 Rs. 10,00,00,000/Rs. 10 Crore
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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
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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
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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
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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.

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Communication Skills

LISTENING SKILLS

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Communication Skills

Listening – why is it important?
Order in which we are taught
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Listening
Order in which we learn

45% 30%

Speaking Reading 16%
Writi 9% ng
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Communication Skills

Objective of Listening is…
– – – – to to to to receive information understand effectively enhance clarity empathize

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Communication Skills

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

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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
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Communication Skills

PRESENTATION SKILLS

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Communication Skills

While Presenting…
– – – – – – Research (find out facts & figures) Prepare (Introduce, Discuss, Conclude) Rehearse Be confident Present Use proper media

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Communication Skills

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

“I HEAR, I forget I SEE, I remember I DO, I understand”

THANK YOU…
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