Achieving Excellence

in
Communicati on Skills
 Agenda for the Day
1. Learning Objective
2. Importance of Communication
3. Communication Process & Barriers
4. Elements of Communication
5. Speaking & Expressing
6. Presentation & Body Language
7. Listening – Observing & Feedback
1. Learning Objective

?
What Why is it
comes to Important?
mind?

Flip Chart
 E&Z Tech - The Case of “Shylesh”
1. Manmohan - MD,
2. Pawar - Manager Operations
3. Rahul - Manager HRD
4. Shylesh - Software Engineer
 Manmohan-MD, Pawar-Manager Operations, Rahul-Manager HRD, Shylesh-SE
Shylesh was recruited by Rahul two months ago as a fresh SE.
Shylesh has completed his engineering from a medium size
engineering college. He appears to be incredibly bright, intelligent
and creative. He is a fast learner and is very hard-working. However,
Shylesh is quiet and reserved person by nature. During team
meetings, he speaks only when a question is posed to him. Despite
having innovative ideas, he feels shy and nervous whenever there are
too many people around. Rahul feels that Shylesh has tremendous
potential; he just needs a little exposure and fine-tuning. Rahul
strongly believes that, given the right opportunities, Shylesh can
evolve into a precious asset for E&Z Tech.
Pawar is attending project meetings with the Client Representatives
everyday in Manmohan’s cabin. Of the other people involved in the
ongoing project, one is a new SE, Shylesh. Pawar has observed that
Shylesh rarely opens his mouth during the meetings. Shylesh listens
attentively, takes extensive notes, but does not contribute any
ideas/suggestions to the client. Nor does he express any opinions
when the Client raises a question/doubt. Pawar strongly feels that
Shylesh’s presence in the room adds no value to E&Z’s interaction
with Client.
 What are the Challenges faced in
Communication @ Workplace?
• Language
• Accent
• Fear
• Status / Authority / Seniority / Environment
• No Communication
• Too many Channels / Protocols of Communication
• Personal Issues
• Ego

Team Discussion
Overcoming from “LG”

1,2,Shu-Shu-Shu
2. Importance of Communication
Phone call
Customer
Touch
Share Anger
Notice

Thought Mobile
SMS See
Speak

Updates
Reports
Listen Result
Hear
Look Feel
Idea
Employee banners
Information eMails Process
Chat
Silence Defensive
Talk

Express
Smile Boss
2. Importance of Communication

• Communication is a dynamic
process…

• through this process we

convey a thought or feeling
to someone else.

• how it is received depends…

on a set of events, stimuli,
that person is exposed to…

• ex:
 What do you Understand?
• “We need more data”
• “I did not say you messed up the IBM report”
• “It’s very hot”
• “woman without her man is nothing”
 Miscommunication leads to..
• Frustrations • Overcome
• Conflicts – Interpersonal Miscommunication by
/ Intrapersonal
• Stress • Clarify v/s Challenge
• Relationship Problems • Questioning Skills
• Ego Clash • Feedback – Ask & Share
 Any Communication begins with
Steps to Building a Rapport
• Being Proactive
• Being Genuinely Interested
• Being Open & Non-Defensive
• Being Relaxed & Focused
• Smile & Eye Contact
• Understand to be Understood

• Don’t be busy “Human Doing” be “Human Being”

3. Communication Process & Barriers

What was said, what it meant, what was heard, how it was interpreted & understood
 Effective Communication Leads to
• Quicker Problem Solving
• Stronger Decision Making
• Increased Productivity
• Steadier Work Flow
• Stronger Business Relationships
• Enhanced Professional Image
• Improved Stakeholder Response
 Filter : Distortion, Generalization, Deletion
Jack Jill

1. What Jack wants to 3. What Jill hears

say 4. What Jill Understands
2. What Jack actually 5. What Jill wants to say
says in response

6. What Jill actually says in response

 Learning from the Exercise:
What were the Barriers in your Communication Process

Sender Receiver Other / External

1 1 1

2 2 2

3 3 3

4 4 4

5 5 5
 Barriers in Communication
• Attitude
(that have to do with the SENDER)
– Unwillingness to say things differently
– Unwillingness to relate to others differently
• Prejudice - Mindset – Assumptions - Beliefs
– Unwillingness to learn new approaches
• Lack of Self-Confidence
– Authority / Status / Senior / Environment
• Lack of 3 E’s – Energy, Enthusiasm , Excitement
• Disagreement between verbal and non-verbal messages
• Voice quality
• Past Experience
• Negative Self Image
• Lack of Feedback
• Language and Vocabulary Level
• Lack of Self Awareness
• Lack of Motivation and Training
 Barriers in Communication
(that have to do with the RECEIVER)

• Poor Listening Skills

• Selective Attention - Perception - Retention
• Lack of Interest in the Topic/Subject discussed
• Attitude
– Unwillingness to relate to others differently
• Prejudice - Mindset – Assumptions - Beliefs
• Rebuttal Instincts
• Personal Value System
• Past Experience
• Ego
 External Barriers in Communication
• Physical barriers
– the distance between people
• Environment barriers
– The venue
– The effect of noise
– Temperature in the room
• Process barriers:
– Encoding
– Decoding
– Transmission
• Time and Space
• Cultural, Status, Education
• Audio – Visuals - PAS
 Gateway to Communication
• Barriers removed is a GATEWAY
created.

• Effective Communication is about

Connecting to the other person.
4. Elements of Communication

Communication is all about Connecting

Elements of Communication

Speaking
30% Listening & Observing
Speaking 40%
30% Listening & Observ-
Writing
ing
Writing
9% 45%
9% Reading
Reading
21%
16%
5. Speaking & Expressing

Vocal
Verbal
Visual

How we Articulate, What we Say & How we Say

4. Speaking & Expressing

The C’s of Communication

Communication needs to To Communicate you have to
• Candid
be • Consider
1. Clear • Collaborate
• Clarify
2. Concise • Compliment
3. Complete
Avoid
4. Correct • Challenging
5. Consideration • Confronting
• Criticizing
6. Courtesy
• Conflicts
7. Consequences
Case of Abdul
 Key Points to remember while Speaking

• Do not be in a Hurry
• Think and Speak, rather than reacting
• Understand where to Pause
• Know when to speak and when not to speak
• Check your tone, volume, voice & accent
• Ask Questions to clarify, Get to the point
• Use Examples & Neutral Gender
• Use KISS (Keep it short & simple)
• Mind your Body Language – Non Verbal
Exercise of "No Communication"
6. Presentation & Body Language

1. Gravity

2. Terminus

3. Smile

4. Eye contact

5. Gestures
Key Points in Non Verbal Communication

• Presence & Personality

• Posture & Gestures
• Facial Expressions
• Dress
• Touch
• Space
• Time & Timing
7. Listening – Observing & Feedback

Listening : A Lost Art

The most Neglected

part of
Communication
When you
REACT
you

EXPOSE
yourself
 Basic reasons we Do Not Listen
• Listening is Hard Work and requires Effort
• Preoccupation or “do Not pay Attention”
• The Rush for Action
– Generalizing
– Evaluating
– Assuming
– Thinking
– Feeling
• Speed differences (120 wpm v/s 360 wpm)
• Lack of Training
 More Barriers to Listening
• Distractions such as co-workers, noise, side
conversations, Laptop, Mobile etc.
• Thinking about the previous Customer call
• Worrying about the next customer call or work in
general
• Stress
• Getting involved emotionally, instead of logically
• Thinking about personal issues
• Boredom
 Flaws in the Listening Process

 Selective Attention

 Selective Perception

 Selective Retention
 The Three Levels of Listening

Turned Off Turned On Tuned In

Passive Selective Active

Listening Listening Listening
 What Is The Difference?
• Passive Listening
– Listening, but not responding

• Selective Listening
– Listening to what you want to hear / what interests you

• Active Listening
– Listening and comprehending everything and giving a
feedback
 The Active Listening
Don'ts Do’s
• Don’t be preoccupied • Focus on Speaker
• Avoid advising, diagnosing, • Have Eye Contact
criticizing, judgments & • Being Open Minded & Non
reactions
Defensive
• Avoid fixing-changing what
• Ask questions
the speaker says
• Let your body give reassuring
• Resists filling every space
messages
with your talk
• Allow Silence
• Don’t ignore the body
language • Reflect feelings and Empathize
• Avoid Interruptions
 Key Points to remember while Listening

• Prepare to Listen
• Focus on the Speaker
• Screen Out Distractions
• Concentrate on the Message
• Ask Questions to clarify
 Giving Feedback
• Ask for Permission
• Don’t give vague or unsupported feedback
• Don’t say something when you don’t believe it
• Don’t guess at motives
• Be specific & direct
• Give Positive Feedback in Public
• Give Negative Feedback in Person
 Receiving Feedback
• Active Listening
• View feedback as unique learning opportunity
• Ask for specific examples
• Don’t defend your actions
• Don’t resist the feedback
• Thank the giver
Summary of what we have Learned
1. Learning Objective
2. Importance of Communication
3. Communication Process & Barriers
4. Elements of Communication
5. Speaking & Expressing
6. Presentation & Body Language
7. Listening – Observing & Feedback
 Perfection is the enemy of Excellence.

Strive to be an Excellent Communicator rather than

"perfect“.

You will make mistakes.

Correct them and continue to improve without
being LG.