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Conversation techniques

Every conversation is an opportunity for success Debra Fine

Art of Small Talk
‡ Three topics and Four questions ‡ Be the first to say Hello , smile, introduce and shake hands! ‡ Remember the names ‡ Get the other person talking ‡ Stay focused on the speaker, maintain eyecontact

Art of Small Talk ‡ ‡ ‡ ‡ ‡ ‡ ‡ Listen more than you talk Be knowledgeable Third party introductions Accept business cards with honour Mind the body language Do not jump into ongoing conversations Know some exit lines .

Strike up Conversation ‡ ‡ ‡ ‡ ‡ Loose your shyness Make eye contact Smile Waving Saying hi .

listen. question .Pitch and Tone of Voice ‡ Monotone is dull and uninteresting ‡ Vary the pitch and pace ± Enthuse with passion ‡ High pitched voice ruins the credibility ‡ Talk in a strong. steady voice neither shouting nor mumbling ‡ Match it with the other speaker ‡ Pause.

Techno Etiquettes ‡ Email ± Are permanent and can be forwarded ± Start with a salutation ± Respond to all questions when returning e-mail ± Not for confidential and sensitive information ± Never use to reprimand someone ± Define the subject in the subject-line ± Respond within 24 hours .

Techno Etiquette ‡ Cell phone ± Speak only in private ± Always keep in vibration mode .

Techno Etiquette ‡ Telephone ± Answer quickly ± Speak slow and clear ± Listen attentively ± Do not eat while talking ± Use only in private ± Request permission before putting on hold ± Return messages within 24 hours .

Techno Etiquette ‡ Voicemail ± Outgoing message should include your name. title and company name ± When leaving voicemail for others ‡ Specify your name and company and phone number ‡ Briefly specify the purpose of your call ‡ Specify the best time to reach you ± Keep it short (30 seconds limit) .

Techno Etiquette ‡ Speakerphone ± Ask permission of other party ± Speakers should identify themselves whenever speaking ‡ Fax ± Never fax admonishments or sensitive content ± Use only for official purposes .

Verbal Communication ‡ The basis of communication is the interaction between people ‡ Verbal communication is one way for people to communicate face-to-face ‡ Key components ± Sound ± Words. ± Speaking ± Language .

Non Verbal Communication ‡ ‡ ‡ ‡ ‡ ‡ Intonation Tone of voice Vocally produced noises Body Posture Facial expression and eye movement Pause .

Non Verbal Gestures Communicate More .

Communication Barriers ‡ ‡ ‡ ‡ ‡ ‡ ‡ Perceptual and Language Differences Information Overload Time Pressures Distraction/ Noise Emotions Complexity in Organizational Structure Poor Retention .

Business Communication ‡ Oral Communication ‡ Verbal Communication .

Listening is Silvern ‡ The most important type of on-the-job communication ‡ Be an active listener ‡ Boosts quality and productivity ‡ Reduces human errors ‡ Develops skill and attitude ‡ Improves speaking .

Dealing with difficult people ‡ ‡ ‡ ‡ ‡ ‡ ‡ Do not hurt yourself It s not about you. it s about them Battle of ego Anger Feeds Anger Waste of energy Negativity spreads Freedom of Speech .

Deal With Them. The Right Way! .

How to deal with them! ‡ ‡ ‡ ‡ ‡ ‡ ‡ ‡ Forgive Wait it out Does it really matter if I am right? Do not respond Stop talking about it Be in their shoes Avoid Become the observer .

How to deal with them! ‡ ‡ ‡ ‡ ‡ ‡ Go for a run Worst case scenario Avoid heated discussions Most important Pour Honey! Express it! .