communication session 2

Improving Social Skills

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“lets talk solution”

Conversation● An informal exchange of thoughts, news, information etc. between two or

more people

● The ability to talk socially with others

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Conversation Flow

Happens when the conversation is:

● Comfortable

● Effortless

● Smooth

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Invitation and Inspiration● The key ingredients to make the conversation smooth and

comfortable

● Both invitation and inspiration serve to prompt a response from your conversation partner

● Used to keep the conversation flowing

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Invitation: The art of good questions● Explicit way to let your partner know that it’s his/her turn to talk

● Needs to be open-ended

● A foolproof safety net for rough spots

● The progression from superficial to intimate happens over the course of relationship and not in one conversation

● If you ask intimate questions, share intimate things about yourself

● Show that you care and don’t merely tell

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Inspiration: The heartbeat of good conversation● Implicit or indirect way to make your partner take part in the conversation

● Something that you share makes your partner want to share too

● Does not make your partner obligated to share something

● Narrate stories from your end to make your partner share something

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When to use WhatYou should use invitations more frequently:

When the conversation begins

When you don't know the other person very well

When your partner doesn't seem to know what to say next

And you should use inspiration more frequently:

After your partner has shared something personal with you

After your partner has asked you a personal question

After you've got to know your partner better

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Greeting and Introduction

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Greeting someone How to answer them

How are you? Fine, thank you, Any you?

How have you been? Very well. What about you?

How are things at your end? All well. / Not too bad. Thanks.

Good morning Very good morning.

Good evening Hello, Good evening

Hello, How are you? I am fine, thank you, How about you?

Hi Jane, How are you? Hello Kelly, I am good. What about you?

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Introduce Yourself● My name is Roshni

● I’m Naresh

● Let me introduce myself, I’m Snehal

● I would like to introduce myself, I’m Deepali

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Introduce Others● Denisha, Please meet my friend Avani.

● Narendra, Have you met Neeraj?

● I’d like you to meet Manish.

● I’d like to introduce you to Krina.

● Vivek, this is Jigish. Jigish, this is Vivek.

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Useful Responses

Nice to meet you.Pleased to meet you.Happy to meet you.How do you do?

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Conversation: Tips and Guidelines● A compliment can be an ice-breaker

○ Nice name

○ You have a beautiful name, what does it mean

○ Nice pic, what’s the place

● Start with a brief introduction

● If you forget his/her name, it is fine to say so (politely)

○ Sorry, I missed your name (politely)

● Avoid talking on your favourite topic, else you might end up talking too much

● Slowly start with the work related talk

● Ask politely if you do not understand something

○ Can please repeat the last point

○ I really apologize, can you please come again on the last point

○ I am sorry, I didn’t get the last sentence

● Do not be in a hurry to end the conversation

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Conversation: Tips and Guidelines● Take subtle signals from your communication partner

● Wish for any special occasion: Birthday, Christmas or any festival

● Ask for additional assistance before ending the conversation

○ Is there anything else I can help you with

○ Are we missing any important point

○ Is that all from your end

● End the conversation with exchange of contact details and timings etc.

● End the conversation with some pleasant words:

○ It was nice speaking to you

● Do not forget to say:

○ Have a nice day Good night Take care of yourself

○ Have a lovely afternoon Enjoy your weekend

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Be Happy when the Client is Happy● Congratulations for the new laptop

● I am so happy for you

● Wow that’s great

● It’s wonderful

● You are quite tech savvy

● Yes you have done it

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Empathize when the Client is Sad● I am sorry for that

● I really apologize for the loss

● I will try my best to make things better

● I understand the situation

● I really understand where you come from

● Forgive me for that

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Avoid using Negatives● I can’t

● I won’t be able to

● It is not possible

● No, it will not be completed

● No, it’s just impossible

● No, it cannot be done

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● I will try

● We are working on it

● We will update you soon.

● It will be done soon

● Instead we can try this

● I will speak to my team and get back to you tomorrow

Apt Responses● Thank you

○ My pleasure

○ You are welcome

● Sorry/Apology

○ It’s perfectly fine, no need to be sorry

○ No worries, it’s ok

○ That’s fine

● Praise/Compliment

○ Thank you

○ So nice of you to say that

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Homonyms● Ad - advertisement Add - Addition

● Ate - to eat Eight - number

● Beat - to hit Beet - beet root

● Berth - train seat Birth - born

● Bite - a mouthful Byte - memory or data

● Sent - send Scent - aroma Cent - 1/100 of dollar

● Deer - animal Dear - beloved

● Fair - just Fare - payment

● Hare - rabbit Hair -

● Heal - cure of wound Heel - part of foot

● Hear - listen Here - at this place

● Hire - to employ Higher - farther up

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tub tub_____

can can_____

pin pin_____

rob rob_____

cub cub_____

kit kit____

tap tap_____

man man_____

The Magic letter ‘e’

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Silent letters1. Castle

2. Sign

3. Fridge

4. Lamb

5. Know

6. Scissors

7. Knee

8. Whale

9. Comb

10.Bomb

11.Thumb

12.Ghost

13.Anchor

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