Communication Skills 1 Conversation Skills

Conversational Skills
Excelling at the workplace
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Agenda
Introduction to Communication Skills
Listening Skills
Spoken English
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Introduction to
Communication Skills

Communication and Its
Importance

What is Communication?
Process by which
Exchange or
meanings are
passing of Meaningful
perceived and
information, interaction
understandings
ideas or thoughts among human
are reached
from one end to beings.
among human
the other.
beings.

Importance of Communication
Aids in Decision-Making
Facilitates Planning
Bridges gap between individuals
Means of Co-ordination
Principles of Effective
Communication

Principles of Effective Communication
Completeness
Conciseness
7 C’s of Effective
Communication
Consideration
Clarity
Concreteness
Courtesy
Correctness

Principles of Effective Communication - Completeness
Information conveyed should be

complete
Complete information helps in

better decision making
Complete information always

gives additional information that
the receiver may have in mind

Principles of Effective Communication- Conciseness
Communicating main and

essential points of the message in
limited words – ‘KISS’
Concise message is appealing and

comprehensive
Concise messages are non

repetitive in nature

Principles of Effective Communication- Consideration
Consideration implies be empathy

- ‘stepping into the shoes of others’
Consider listener’s viewpoints and

mindset
Consider needs and requirements

of listeners

Principles of Effective Communication- Clarity
Clarity implies emphasizing on a

specific objective at a time
Enhances the receiver’s

understanding of the meaning of
sender’s message
Usage of exact, appropriate and

concrete words

Principles of Effective Communication- Concreteness
Concreteness implies being

particular and clear instead of
being generic
Concrete communication reflects

confidence
Concrete information can never be

misinterpreted

Principles of Effective Communication- Courtesy
Courtesy means being polite, kind,

judicious, enthusiastic and
convincing
Courtesy reflects the nature and
character of the sender of the
message
Courtesy is not bias in nature

Principles of Effective Communication- Correctness
Use of correct grammar and

appropriate language
Precision and accurateness of facts

and figures used in the message
Greater impact on the receiver

Types of Communication

Types of Communication
Non-
Verbal Written Visual
Verbal

Verbal Communication
Verbal communication is the use of language to

transfer information through speaking or sign
language in case of differently abled person.
Use a strong,
Use active
confident Avoid filler words
listening
speaking voice

Elements in Verbal Communication
Vocals
Vocabulary
Grammar
Verbal Communication
Non Verbal Communication
Non Verbal communication is the use of body language,

gestures and facial expressions to convey information to
others. It can be used both intentionally and
unintentionally.
Be intentional
Notice how your Mimic effective
about your
emotions feel non verbal
nonverbal
physically communication
communication

Elements in Non Verbal Communication
Aesthetic
communication
Para language
Appearance
Non Verbal
Communication
Para Language/Body Language
Gestures Proxemics Eye gaze

Facial or
Expressions personal
space
Body
movements Haptics or
and touch
postures
Non Verbal Non Verbal

Communication Communication

Written Communication
Written communication is the act of writing, typing or printing
symbols like letters and numbers to convey information. It is helpful
because it provides a record of information for reference. It is
considered as a proof in favour or against the sender.
Review your
Strive for
Don’t rely on tone written
simplicity
communication

Elements of Written Communication
Pamphlets
&
Books & Brochures
Magazines
Letters,
Emails &
Chats
Written Communication
Visual Communication
Visual communication is using designs, patterns, symbols, signs, etc

to convey the information. Visuals are often used as an aid during
presentations along with written and/or verbal communication.
Ask recipients Use simple to

Consider your
before including understand and
audience
visuals clear visuals

Elements of Visual Communication
Signs &
Symbols
Photographs
Sketches,
Graphs &
Charts
Visual Communication
Barriers to
Communication and
How to Deal with Them

Barriers to Communication
Use of jargon
Emotional barriers
and taboos
Lack of attention,
interest,
distractions

Differences in
perception and
view point
Linguistic
barriers
Expectations
and prejudices

Psychological
barriers
Physical barriers
Cultural
differences

Overcoming Barriers to Communication
Clarity in thoughts
Understand the need of receiver
Be aware of language, tone and

content of message

Use of simple language
Active Listening
Emotional state

Avoid information overload
Give constructive feedback
Consistency of message

Handling Nervousness
and Discomfort

Overcoming Communication Fears
Acknowledge Learn the tools

Get motivation
and identify and techniques
to work on it
your fear to succeed
Make mistakes
Keep at it and learn from
it

Listening Skills

Are you Listening or Hearing?
Hearing is an accidental and automatic brain response to sound that requires no

effort.
We are surrounded by sounds most of the time.
For example, we are accustomed to the sounds of airplanes, lawn mowers, vehicles
in traffic, the rattling of pots and pans, and so on.
We hear those incidental sounds and, unless we have a reason to do otherwise, we
train ourselves to ignore them.
We learn to filter sounds that mean little for us, just as we choose to hear our
ringing cell phones or any other sounds that are more important to us.

Are you Listening or Hearing?
Listening, on the other hand, is purposeful and focused rather than accidental.
As a result, it requires motivation and effort.
Listening, at its best, is active, focused and with concentrated attention for the
purpose of understanding the meanings expressed by a speaker.
We do not always listen at our best, some times we listen partially or selectively.
For effective communication, active listening is critical.

Listening vs. Hearing
Listening Hearing
• Focused • Accidental
• Voluntary • Involuntary
• Effortless
• Intentional

Effective Listening

Barriers to Effective
Listening

Barriers to Effective Listening
Being preoccupied and distracted
Environmental distractions
Preoccupied personal mindset
Interrupting the other person
Physical state

Guidelines for Effective Listening
Keep an open
mind
Face the Listen and try

speaker to picture
When someone is
speaking
Don’t
maintain eye interrupt
contact
Be attentive,
but relaxed

Guidelines for Effective Listening
Do not
interrupt
Wait for the Pay attention

speaker to to what isn’t
pause to seek said –
clarification nonverbal cues
When someone is
speaking
Give the
Ask questions
speaker
to ensure
regular
understanding
feedback
Try to feel
what the
speaker is
feeling

Active Listening Skills

Active Listening
Obtain
Understand Enjoyment Learn
information
• Start listening • listen to • listen with • Learn from the
to obtain understand the interest and understanding
information information enjoy the of the
obtained information information

Becoming an Active Listener
Show that Respond

Pay Provide Defer
you’re appropriatel
attention feedback judgment
listening y

Active Listening Techniques
Pay attention
 Give the speaker your undivided attention
 Put aside distracting thoughts
 Acknowledge the message periodically
 Look at the speaker directly
 Don't mentally prepare a rebuttal
 Avoid being distracted by environmental factors
 Recognize that non-verbal communication "speaks" loudly
 "Listen" to the speaker's body language

Show that you’re listening
 Use your own body language and gestures to show that you are engaged
 Nod occasionally (non verbal)
 Encourage the speaker to continue with comments like yes, okay and "uh huh“
(Verbal nods)
 Smile and use other facial expressions to reflect your attention
 Make sure that your posture is open and interested

Provide feedback
 Avoid personal filters, assumptions, judgments and beliefs that can distort what
we listen
 Ask open and closed ended questions for clarity
 Probe for more information
 Paraphrase your understanding to the speaker and get affirmation
 Summarize the speaker's comments periodically
 If you find yourself responding emotionally to what the speaker said, be vocal
about it
 In case you are unable to understand the speaker, ask for repeat explanation

Defer judgment
 Allow the speaker to finish each point before asking questions
 Avoid attacking the speaker with your counter questions
 Interrupting is a waste of time
 Irritates/upsets the speaker
 Limits your full understanding of the message
 Wait for the speaker’s pauses
 Show non verbal expressions to stop the speaker, then ask
 Avoid abrupt additions in case you know more about the topic
 Avoid asking non topic related questions and derail the speaker
Respond appropriately
 Active listening is designed to encourage respect speaker and reflect
understanding
 You are gaining information from the speaker’s perspective
 Be candid, open and honest in your response
 Assert your opinion before you speak/share
 Present/share your opinion without disrespecting the speaker’s opinion
 Reflect empathy

Triple-A-Listening

Triple-A-Listening
Attitude
Attention
Adjustmen
t

Triple-A-Listening
Maintain a Cultivate a
Strive to
positive, capacity for
maintain
constructive adjustment
undivided
and non & openness
attention and
judgmental to listen
stay focused
attitude

Spoken English

Opening and Closing a
Conversation

Opening and Closing a Conversation
Opening a conversation and

bringing a conversation to an end
are essential parts of our everyday
language.

When you see
General
the person after Asking about
Opening weekend
a long time
• “Hi, how are • “How have you been • “How was your
you?’ doing? weekend?”
• “Long time no see” • “What did you do on

• “Hi, how is it
the weekend?”
going?”
• “Yes, it’s been a
while. Thank you for • “Did you have a
• “How are you asking” good weekend?”
doing?”
• “How’s everything • “What are your
• “Thank you for with you?” plans for the
asking” weekend?”
• “Are you free this

• “I am fine.” “How weekend?”
about you?”
How often do
General closing General closing
you…
• “How often do you • “I will talk to you • “Bye”/ “Goodbye”

babysit your soon”
nephew?” • “See-ya”
• “I will meet you
• “How often do you again” • “See you tomorrow”
go out with your
family or friends?” • “Take it easy” • “See you later”
• “How often do you • “Take care”
see your family or
friends?”
• “Go/Reach safely”

Turn Taking/ Reciprocity

Turn Taking
Turn taking gives a

In a conversation, chance for speakers
there is a situation to do conversation
when a speaker smoothly, so there
takes the chance to won’t be a dominant
speak, that is turn. speaker in the
conversation.

Seven Turn Taking Strategies
Fluency
Speak,
Avoiding
Use overthen
Accuracy
Ask
Interruptions
Conjunctions
Phrases
AskingFillers
forand
for Agreeing/Disagreeing
forGiving
PausesOpinions

Practice
Time

Engaging the Listener

Tips to Engage Your Audience
Stick to your
subject
Take breaks
and
Maintain flow
Let your
audience talk
Change is a way
to grab attention
Why should Get them

they listen moving
Tell stories

Acknowledgements,
Connectors and
Transition Phrases

Speech Transitions
They help the

Transition words listener to They help to build
are used to link progress from one up coherent
words, phrases or idea (expressed by relationships
sentences. the speaker) to the within the text.
next idea.

Acknowledgements, Connectors and Transition Phrases
Agreement, Addition, Similarity
In the first place Again Moreover
Not only..but also To As well as
As a matter of fact And Together with
In like manner Also Of course
In addition Then Likewise
First, second, third Uniquely similarly

Opposition, Limitation, Contradiction
Although this may be But Although

true
In contrast Still instead
Different from Unlike Whereas
Of course…,but or Despite
At the same time Rather As much as
Be that as it may Even though nonetheless

Cause, Condition, Purpose
If In case Granted
…then Provided that So long as
Whenever So that When
So as to With this in mind Because of
Due to For fear that Since
while In view of Being that

Examples, Support, Emphasis
In other words Notably In fact
To put it differently Including In general
As an illustration To be sure In detail
For example Truly That is to say
Certainly Surely To repeat
To clarify To explain By all means

Conclusion, Summary, Restatement
As can be seen After all By and large
Generally speaking In fact To sum up
In summary On the whole As shown above
In short All in all In either case
In the long run In brief Obviously
Ultimately Definitely usually

Space, Location, Place
In the middle Here Further
To the left/right There Beyond
In front of Next Nearby
On this side Where Wherever
In the distance From around
Below Amid among

Recap Activity

Questions?
Thank you

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Conversational Skills

Excelling at the workplace

® 2019 Copyright Genpact. All Rights Reserved.

Introduction to Communication Skills

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Bridges gap between individuals

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Information conveyed should be

Complete information helps in

Complete information always

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Communicating main and

Concise message is appealing and

Concise messages are non

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Consideration implies be empathy

Consider listener’s viewpoints and

Consider needs and requirements

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Clarity implies emphasizing on a

Enhances the receiver’s

Usage of exact, appropriate and

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Concreteness implies being

Concrete communication reflects

Concrete information can never be

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Courtesy means being polite, kind,

Courtesy is not bias in nature

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Use of correct grammar and

Precision and accurateness of facts

Greater impact on the receiver

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Verbal communication is the use of language to

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Non Verbal communication is the use of body language,

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Gestures Proxemics Eye gaze

Non Verbal Non Verbal

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Visual communication is using designs, patterns, symbols, signs, etc

Ask recipients Use simple to

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Understand the need of receiver

Be aware of language, tone and

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Use of simple language

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Avoid information overload

Give constructive feedback

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