1.communication skills

8/7/2019 1.communication skills

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Say it clearly and You make it

beautiful no matter what


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Communicationis a two way Process.


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Most common ways to

communicate


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Language is the most widely used

instrument for communication.


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Why English?Why English?


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Importance of EnglishImportance of English


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Why do we need to speak perfectly ?Why do we need to speak perfectly ?


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CASESTUDYCASESTUDY

Areputed software company inIndia is all geared up for a client visit.

The clients have indicated that after inspecting the progress of theproject they have outsourced, they would like to meet the team members

working on it.

Why?To select a team member for a period onsitesomething every

software engineer aspires for.Ravi has been one of the most active member in the project & has done

a wonderful job. He is technically brilliant but has some concerns:

#Will he be able to communicate his performance to the client in an

impressive manner so that he is chosen.#Why do his team mates not prefer to come to him for solutions?

Here is a typical scenario in anIT company; or for that matter, any

organization communication is involved, where an employee suffers the

lack of communication skills.


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WillIspeak perfect?WillIspeak perfect?


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Speaking

Know what you want to say

Control Fear

Stop Talking and Listen

Think before you talk

Believe in your message

Repeat Major Points

Find Out what your Listener wants


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Have a message

Choose between

words, actions and

images

Send the message

Receive the message

Interpret the message

Act on the message

Provide feedback


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FEEDBACK

What is the shortest word in the English

language that contains the letters:

abcdef? Answer: feedback. Don't forget

that feedback is one of the essential

elements of good communication.


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The message itself

Inappropriate choice of words, actions or

images Failure to transmit the message

Failure to receive the message

Misinterpreting the message(Miscommunication story)


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Dont take action - think first. Think and

analyze the situation. E.g., Are you talking

or listening to a difficult and unhappy

customer?

Direct questions to yourself. Anticipate

problems and identify opportunities Plan. Determine what messages to send

and how to send

Draft your ideas as is the case with mostformal communication

Critically review your work

Edit written communication and check

visuals


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If you make an inappropriate

choice You can lose an audience by

offending them

You can lose an audience bydemeaning them

You can lose an audience by

insulting them You can lose an audience by

frightening them


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If you make an appropriate choice You can win your audience by

empowering them

You can win your audience by

listening to them You can win your audience by

respecting their intelligence and

knowledge You can win your audience by

recognizing their individual worth

You can win your audience by

your warmth and charm


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Facial expression- Smile or

frown Stance- shout or whisper

Posture -sit or stand

(T

ips forE

ffective Communication)


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New HorizonsNew Horizons

>Communicate effectively and effortlessly.

>Learn nuances of Grammar and enrich vocabulary.

>Develop Reading skills.>DevelopWriting skills.


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Reading

Reading

Read Keep up with Current Events

Read Something Inspirational

Use the Internet


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Writing

Writing

Keep a Journal

Take notes

Write personal Notes

Write Effective business letters

Use Short Sentences

Communicate online


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Road to FluencyRoad to Fluency


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How do you look? appearance, clothes,

fidgeting, stance, posture

How do you sound? Clarity, speaking draw

backs

How does your office

look?- Cleanliness

How do your colleagues

look and sound? no

negativity


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Learn from what you do analyzeearlier work, recall receiversreaction re write, speak, reply,revise, refine

Learn from what other people do read, attend, observe methodology

Learn from what other people say even negative feedback

Apply what you have learned modify techniques to suit your style

Practice Look for opportunities


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Nonverbal Communication

Communicated without

using words.

93% of communication isnonverbal i.e.

55% through facial

expression, posture,

gesture

38% through tone of voice


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Non Verbal Communication

Cant avoid communicating non

verbally

Even silence speaks

It is not what we say that counts but

how we say it


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Components ofNon verbal

Communication

Shaking hands, posture, facial

expressions, appearance, voice,

tone, hairstyle, clothes, expression in

your eyes, smile, how close youstand to others, how you listen,

confidence, your breathing, the way

you move, the way you stand, the

way you touch people, colour choice,

silence.


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TYPES OF NONVERBAL

COMMUNICATION Pitch-Highness or lowness of voice-Speakers

seem more competent if they use a higher andmore varied pitch of voice.

We associate low pitch voices with strength and

maturity We associate high pitches voices with tenseness,

helplessness, & nervousness.

Volume-How loudly we speak

Loud people are perceived as aggressive oroverbearing

Soft stolen voices are perceived as timid orpolite.


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General Tips

Non Verbal

Presence

Give Nonverbal Cues

Check Your Posture

Dress Appropriately

Smile Touch

Shake Hands Properly


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Use non-verbal communication to

SOFTEN

the hard-line position ofothers:

S = Smile

O = Open

Posture

F = Forward Lean

T = Touch

E = Eye Contact N = Nod.


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General Tips

Attitude

Intend to Improve

Visualize

Be flexible

Be Likable

Commit to Being Truthful

Empathize

Dont take yourself too seriously

Eliminate Negative Feelings


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We make students understand the need to expressWe make students understand the need to express

themselves clearly, correctly and concisely.themselves clearly, correctly and concisely.


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General Tips

Attitude continued

Be receptive to New Ideas

Take Responsibility

Respect the Other Persons Point of View

Recognize the Impact of Stress onCommunication

Be Real


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Establish the context- Just

like movies

Include only theessentials- stay focused

on the message and

eliminate the extraneous

Create a basic structure-

create a beginning, a

middle and an end


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Chronology

Numerical or Alphabeticalorder assigning numbers

or alphabets to points Theory to Practice- Use ofthe concept in practice

Order of Importance-

strongest point first or last Spatial order- going fromone direction to another


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Protocol and courtesy- Dont

forget titles, designations, rightpronunciation, Importantcontributions

Accuracy and Promises Data

accuracy and Keeping promises Balance - Balance different

points of communication

Format and layout

Physicalappearance of writtencommunication

Grammar and Typography

check grammar years and dates


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TYPES OF NONVERBAL

COMMUNICATION Kinesics -Body Movements

O'Conner found that frequent gesturing is highlycorrelated with people who were perceived by others tobe leaders in small groups.

Those who were leaders tended to use more shoulderand arm gestures.

In a group setting, people may adapt similar poses tothose in the group that they agree with.

Counsellors often help clients self-disclose by adopting

similar postures to those of their clients. This is believedto establish open communication.

Ekman and Friesan studies that feet and legs often revealtrue feeling. Liars have learned to control facialexpressions.

People of higher status take a more relaxed body posture


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TYPES OF NONVERBAL

COMMUNICATION Occulesics -Eye behaviour

When people sit in a circle, they are more likelyto talk to those across the room from them thanthose side to side

At a table, those who sit on the ends talk moreand those who sit on the corners less.

At a table, those with the most opportunity foreye contact is likely to become leader.

When we take interest in something, our blinkingrate decreases and our eyes begin to dilate, ifwe dislike something our pupil's contract.

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