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Prepared By: Group 6 Sagar Gupta (166) Puneet Agrawal (167) Jayantika Narang (168) Vishal Jagwani (169)

Rohit Gupta (170)

It is the process by which people exchange information,

feelings, and meanings through verbal and nonverbal messages. It is an immediate communication, mostly face to face. Its not just about what is actually said, but also how it is said and the non-verbal messages sent through tone of voice, facial expressions, gestures and body language. It evokes a strong feedback component.

I-Interpersonal Communication is inescapable


You cant not communicate. Even if you are not saying anything, your gestures, posture,

facial expressions etc. communicate your feelings.


Through these channels one constantly communicates with

and receives communication from others.


People judge you by your behavior, not by your intent.

II-Interpersonal Communication is irreversible


Once said, you cant take it back.
Always carefully weigh your words before saying anything.

III-Interpersonal Communication is complicated


No communication is simple because of so many variables

involved.
There are at least 6 people involved in a communication.

Different people perceive the same message differently.

IV-Interpersonal Communication is contextual i.e., it doesnt happen in isolation


Psychological context, which is who you are and what you

bring to the interaction.


Relational context, which concerns your reactions to the other

person - the "mix.


Situational context, deals with the psycho-social "where" you

are communicating.
Environmental context, deals with the physical "where" you

are communicating.
Cultural

context, the learned behaviors/rules affecting interaction in different cultural setups.

ENHANCED FORMAL TELEPHONIC SKILLS

Ideally each call made/received should be answered with a standard greeting. For example: Good morning, LBSIM,Rohit Gupta, speaking This will ensure that the caller knows he is through to the correct department, and that he has the name of the person he is speaking to. Alternatively, this will brief the listener about the caller and his place of calling. Further he might get an idea of purpose of the call if he is contacted frequently by the caller.

Tone of voice
COLD CALLER-

hostile, hates job, wants to be anywhere

but here.
FLAT & INDIFFERENT RECIEVER-

bored, lack of interest in job, not interested in caller or conversation. interested in the conversation, likes job, has something to offer. interested in caller, wants to help.

ENTHUSIASTIC CALLER-

CARING RECIEVER-

Precise word content - Keep jargon to a minimum in order

to avoid confusing customers.


Use of technical words could intimidate the caller/ reciever

who may have a lower level of expertise in a particular area.


Speak at a rate that can be understood in the apt way.

A slower rate of speech may indicate confusion or fatigue


A faster rate of speech might indicate anger or impatience

Pay attention Assess the caller level of expertise.Its very valuable to know if

they are novices or experts.


Echo important points

Get complete information


Use a pad
Record date and time

Identify the Department and yourself immediately. Transfer calls only when you have to
try to resolve the callers problem yourself whenever possible. If you must transfer

the call ensure you explain why!

Answer the Call promptly (within three rings)

Spell names accurately


Dont be afraid to ask how names are spelt - people will be flattered .

What does the caller want?


a return call? The caller will call back?

Take responsibility - follow through

What callers like!


Answering

What Receivers like!


phone
Apt timings of the call.
Crisp and simple Purpose

the

promptly Friendliness & Courtesy Responsiveness Personalized treatment

of the call. Complete Information Follow-up

AN IMPORTANT ASPECT OF PERSONALITY

Face to Face communication? How old fashioned? And How necessary? communication? After all most businesses seem to do 99% of communication by telephone, teleconferencing, videoconferencing & emails.

In this computerized age, why should we improve our in person

But this perception is not entirely true.


A recent study shows that managers do 500 separate interactions

with colleagues, subordinates, superiors and clients during a single working day. relating to communication failures.

Many firings occur because of interpersonal difficulties, most often

Face to face communication


exchanging of information, thoughts and feelings when the

participants are in the same physical space. Occurs in formal meetings, coffee room chit chat, hallway encounters, one-on-one coaching, annual evaluations, job interviews and more.

Face to face communication is very effective in the

situations involving high levels of the following elements:


impossible to cool down the situation long distance.

Conflict: When people are extremely upset, it is often

Emotion: Employees in great emotional distress respond

more positively to in person contact than to electronically transmitted messages.

Priority: The situation involves the rollout of a product

essential to the success of the company & the team- which needs to get together in the same room.
Title: Sometimes, for political reasons, it is wise to concede

to the request of a high level person to get together.


Money: If a large internal or external client makes a

request, face to face communication is the kind most likely to retain or expand the account.

Listen to what others around you are saying. Ask questions if you do not know something. It demonstrates that you

have a desire to grow and develop.


Formulate answers before you speak. Do not just talk for the sake of

speaking, always have a substantive contribution to any discussion.


Look for Non verbal clues: Eye contact, facial expressions, body

movements, space, time, distance, appearance

Mouth and Lips


Trembling lips unhappy
Biting a lip pensive Compressed lips anger, sadness or annoyance Pouting lips sadness or uncertainty

Smiling, parted lips happiness


Mouth gaping open - surprise and astonishment. Mouth Sneering - displeasure or disgust.

Surprised

Sneering

Trembling Lips

Pouting Lips

Compressed Lips

Eyebrows
Lowered brows correspond to an assertive, dominant,

angry, annoyance, or threatening emotion


Raised

brows correspond to submissive behavior, indicating openness, emotions of fear or surprise.

Eyes
Upwards thinking
Looking up and to the left - recalling a memory, some

experience or an event that has happened Looking up and to the right - imagination and creativity Looking down - submission, guilt, or shame Squinting or narrowing ones eyes - suspicious, uncertainty, tiredness (brightness of sun) Increased rate of blinking lying, stress, surprised Winking it is deliberate generally means GOT IT

Squinting Eyes

Lowered Eyebrows

Raised Eyebrows

Looking Upwards -Thinking

Advantages It is personal
Body language

Disadvantages No documentary evidence


Limited scope

Emotions

behind the message is well displayed.

Requires

good

interpersonal skills
Immediate feedback Personal Less

touch in appreciations and critics

time to answer question

Not suitable for urgent

matter.

Good communication skills are an important aspect of good

personality.
Telephonic skills

are just as important as face-to-face communication skills.

Good speaking and listening skills of a professional give

customers a more positive image of the service and organization as a whole.