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Communication Skills
LET’S DISCOVER THE POWER OF COMMUNICATION…
Aksh Optifibre Limited
1
Communication Skills
WHAT DO WE UNDERSTAND BY A “SKILL”?
Aksh Optifibre Limited
2
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 Aksh Optifibre Limited
3
Communication Skills
… and also
to recognize & overcome barriers
advantages of listening to speak confidently to communicate effectively Aksh Optifibre Limited
4
Communication Skills
Research shows, communication is…
55% body language
7% words
38% style Aksh Optifibre Limited
5
Communication Skills
Why Communication… • • • • • •
to express our emotions achieve joint understanding to get things done pass on and obtain information reach decisions develop relationships
Aksh Optifibre Limited
6
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 various media available to us
•
We all could improve our communication skills
•
It cannot be perfected Aksh Optifibre Limited
7
Communication Skills
Ways & effects of Communication Formal
Less Flexible, More Accurate but less responsive (JAGRITI…)
Informal
More Flexible, Less Accurate but responsive (Grapevine/Rumors) Aksh Optifibre Limited
8
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
Aksh Optifibre Limited
9
Communication Skills
Types & Methods Written
Letters, Memos, Reports…
Spoken
Conversations, Interviews, Phone Calls, Requests… Gestures Facial expressions, Actions, Voice Tone, Silence, Stance… Visuals Photographs, Paintings, Videos, Film… Multimedia Television, Newspaper, Magazines, Internet… Aksh Optifibre Limited
10
Communication Skills
Communication : The Flow Channel Delivery
Formulating Message
Sender
Feedback
Receiver Perception
Response Understanding Aksh Optifibre Limited
11
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 Aksh Optifibre Limited
12
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
Aksh Optifibre Limited
13
Communication Skills
Barriers to Effective Communication… Proper Pronunciation Communication
Help
Pen
Buffalo
Career
Guest
Colonel
Buffet
Bouquet
Rendezvous
Bulb
Fax
Prakash
Pradeep
Chandrajeet
Aksh Optifibre Limited
14
Communication Skills
Barriers to Effective Communication… Organisational Barriers • Culture • Environment • Size & structure • Pace of activity
Aksh Optifibre Limited
15
Communication Skills
Barriers to Effective Communication… Process Barriers • Channel/Medium • Irrelevant Information loading • Lack of Response or Feedback • Inappropriate Questions
Aksh Optifibre Limited
16
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 Aksh Optifibre Limited
17
Communication Skills
Body Language…
Facial Expressions Gestures Posture
Aksh Optifibre Limited
18
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
Frustration
rubbing hand through hair rubbing back of neck.
Aksh Optifibre Limited
19
Communication Skills
Body Language… Openness
Arms crossed, sideways glance, touchingrubbing nose, rubbing eyes, buttoned coat, drawing away
Open hands, unbuttoned coat
Defensiveness
Insecurity Aksh Optifibre Limited
Pinching flesh, chewing pen, thumb over thumb, biting fingernail 20
Communication Skills
Body Language… Cooperation
Steepled hands, hands behind back, back stiffened, hands in coat pockets with thumb out, hands on tapels of coat
Upper body in sprinter's position, open hands, sitting on edge of chair, hand to face gestures, unbuttoning coat.
Confidence
Aksh Optifibre Limited
21
Communication Skills
Body Language… Look out for some more clues on Body Language in the given handout…
Aksh Optifibre Limited
22
Communication Skills
SPEAKING SKILLS Aksh Optifibre Limited
23
Communication Skills
Speaking… “A wise man reflects before be speaks; a fool speaks, and then reflects on what he has uttered.” - French Proverb.
Aksh Optifibre Limited
24
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 Aksh Optifibre Limited
25
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 Aksh Optifibre Limited
26
Communication Skills
WRITING SKILLS
Aksh Optifibre Limited
27
Communication Skills
Clarity in Writing…
Rs 1000000000 Rs. 10,00,00,000/Rs. 10 Crore
Aksh Optifibre Limited
28
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 Aksh Optifibre Limited
29
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
Aksh Optifibre Limited
30
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 Aksh Optifibre Limited
31
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.
Aksh Optifibre Limited
32
Communication Skills
LISTENING SKILLS
Aksh Optifibre Limited
33
Communication Skills
Listening Order in which we learn
Speaking
Reading
16%
Writing 9% Aksh Optifibre Limited
45%
30%
Order in which we are taught
Listening – why is it important?
34
Communication Skills
Objective of Listening is… – – – –
to to to to
receive information understand effectively enhance clarity empathize
Aksh Optifibre Limited
35
Communication Skills
So, while Listening… – – – – –
Avoid distractions Do not interrupt unnecessarily Be active (show interest) Paraphrase what you’ve heard Throw an echo
Aksh Optifibre Limited
36
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 Aksh Optifibre Limited
37
Communication Skills
PRESENTATION SKILLS
Aksh Optifibre Limited
38
Communication Skills
While Presenting… – – – – – –
Research (find out facts & figures) Prepare (Introduce, Discuss, Conclude) Rehearse Be confident Present Use proper media
Aksh Optifibre Limited
39
Communication Skills
5 styles of communicating to manage conflicts You feel confident but uncooperative
You win and other person loses
“Run Away”
You don’t feel confident or cooperative
You lose
“Yes, Boss”
You feel cooperative but unconfident
You let the other person win
“Let’s Trade”
You feel partly cooperative & confident
You both win a bit and lose a bit
Mutual Cooperation & Confidence
You help one another to win
“Go for it”
“Let’s both win”
Aksh Optifibre Limited
40
Communication Skills
“I HEAR, I forget I SEE, I remember I DO, I understand”
THANK YOU… Aksh Optifibre Limited
41
LET’S DISCOVER THE POWER OF COMMUNICATION…
Aksh Optifibre Limited
1
Communication Skills
WHAT DO WE UNDERSTAND BY A “SKILL”?
Aksh Optifibre Limited
2
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 Aksh Optifibre Limited
3
Communication Skills
… and also
to recognize & overcome barriers
advantages of listening to speak confidently to communicate effectively Aksh Optifibre Limited
4
Communication Skills
Research shows, communication is…
55% body language
7% words
38% style Aksh Optifibre Limited
5
Communication Skills
Why Communication… • • • • • •
to express our emotions achieve joint understanding to get things done pass on and obtain information reach decisions develop relationships
Aksh Optifibre Limited
6
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 various media available to us
•
We all could improve our communication skills
•
It cannot be perfected Aksh Optifibre Limited
7
Communication Skills
Ways & effects of Communication Formal
Less Flexible, More Accurate but less responsive (JAGRITI…)
Informal
More Flexible, Less Accurate but responsive (Grapevine/Rumors) Aksh Optifibre Limited
8
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
Aksh Optifibre Limited
9
Communication Skills
Types & Methods Written
Letters, Memos, Reports…
Spoken
Conversations, Interviews, Phone Calls, Requests… Gestures Facial expressions, Actions, Voice Tone, Silence, Stance… Visuals Photographs, Paintings, Videos, Film… Multimedia Television, Newspaper, Magazines, Internet… Aksh Optifibre Limited
10
Communication Skills
Communication : The Flow Channel Delivery
Formulating Message
Sender
Feedback
Receiver Perception
Response Understanding Aksh Optifibre Limited
11
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 Aksh Optifibre Limited
12
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
Aksh Optifibre Limited
13
Communication Skills
Barriers to Effective Communication… Proper Pronunciation Communication
Help
Pen
Buffalo
Career
Guest
Colonel
Buffet
Bouquet
Rendezvous
Bulb
Fax
Prakash
Pradeep
Chandrajeet
Aksh Optifibre Limited
14
Communication Skills
Barriers to Effective Communication… Organisational Barriers • Culture • Environment • Size & structure • Pace of activity
Aksh Optifibre Limited
15
Communication Skills
Barriers to Effective Communication… Process Barriers • Channel/Medium • Irrelevant Information loading • Lack of Response or Feedback • Inappropriate Questions
Aksh Optifibre Limited
16
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 Aksh Optifibre Limited
17
Communication Skills
Body Language…
Facial Expressions Gestures Posture
Aksh Optifibre Limited
18
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
Frustration
rubbing hand through hair rubbing back of neck.
Aksh Optifibre Limited
19
Communication Skills
Body Language… Openness
Arms crossed, sideways glance, touchingrubbing nose, rubbing eyes, buttoned coat, drawing away
Open hands, unbuttoned coat
Defensiveness
Insecurity Aksh Optifibre Limited
Pinching flesh, chewing pen, thumb over thumb, biting fingernail 20
Communication Skills
Body Language… Cooperation
Steepled hands, hands behind back, back stiffened, hands in coat pockets with thumb out, hands on tapels of coat
Upper body in sprinter's position, open hands, sitting on edge of chair, hand to face gestures, unbuttoning coat.
Confidence
Aksh Optifibre Limited
21
Communication Skills
Body Language… Look out for some more clues on Body Language in the given handout…
Aksh Optifibre Limited
22
Communication Skills
SPEAKING SKILLS Aksh Optifibre Limited
23
Communication Skills
Speaking… “A wise man reflects before be speaks; a fool speaks, and then reflects on what he has uttered.” - French Proverb.
Aksh Optifibre Limited
24
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 Aksh Optifibre Limited
25
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 Aksh Optifibre Limited
26
Communication Skills
WRITING SKILLS
Aksh Optifibre Limited
27
Communication Skills
Clarity in Writing…
Rs 1000000000 Rs. 10,00,00,000/Rs. 10 Crore
Aksh Optifibre Limited
28
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 Aksh Optifibre Limited
29
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
Aksh Optifibre Limited
30
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 Aksh Optifibre Limited
31
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.
Aksh Optifibre Limited
32
Communication Skills
LISTENING SKILLS
Aksh Optifibre Limited
33
Communication Skills
Listening Order in which we learn
Speaking
Reading
16%
Writing 9% Aksh Optifibre Limited
45%
30%
Order in which we are taught
Listening – why is it important?
34
Communication Skills
Objective of Listening is… – – – –
to to to to
receive information understand effectively enhance clarity empathize
Aksh Optifibre Limited
35
Communication Skills
So, while Listening… – – – – –
Avoid distractions Do not interrupt unnecessarily Be active (show interest) Paraphrase what you’ve heard Throw an echo
Aksh Optifibre Limited
36
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 Aksh Optifibre Limited
37
Communication Skills
PRESENTATION SKILLS
Aksh Optifibre Limited
38
Communication Skills
While Presenting… – – – – – –
Research (find out facts & figures) Prepare (Introduce, Discuss, Conclude) Rehearse Be confident Present Use proper media
Aksh Optifibre Limited
39
Communication Skills
5 styles of communicating to manage conflicts You feel confident but uncooperative
You win and other person loses
“Run Away”
You don’t feel confident or cooperative
You lose
“Yes, Boss”
You feel cooperative but unconfident
You let the other person win
“Let’s Trade”
You feel partly cooperative & confident
You both win a bit and lose a bit
Mutual Cooperation & Confidence
You help one another to win
“Go for it”
“Let’s both win”
Aksh Optifibre Limited
40
Communication Skills
“I HEAR, I forget I SEE, I remember I DO, I understand”
THANK YOU… Aksh Optifibre Limited
41
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