communication skills &email etiquette
Post on 23-Apr-2017
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WELCOME
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Communication Skills
What is there for the day…
We’ll share knowledgeWe’ll have FunWe’ll Play Roles
We’ll learn
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Communication Skills
LET’S DISCOVER THE POWER OF
COMMUNICATION…
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Communication Skills
WHAT DO WEUNDERSTAND BY
A “SKILL”?
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what is Good and what is Bad Communication
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At the end of the workshop we will learn…
some basic skills to become a Good Communicator
Communication Skills
to recognize & overcome barriers
advantages of listening
to speak confidently
to communicate effectively
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… and also
Communication Skills
Research shows, communication is…
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body language55%
words7%
style38%
Communication Skills
Why Communication… to express our emotions achieve joint understanding to get things done pass on and obtain information reach decisions develop relationships
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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 ourcommunication skills It cannot be perfected
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Communication Skills
Ways & effects of Communication
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More Flexible, Less Accurate but responsive (Grapevine/Rumors)
Informal
Less Flexible, More Accurate but less responsive (JAGRITI…)
Formal
Communication Skills
What is Communication… art of getting your message across effectively through:
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•Visuals – leaves greatest impact
•Body Language – can make or mar
•Spoken words – first & simplest way
•Written words – reflects importance
Communication Skills
Types & Methods
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Television, Newspaper, Magazines, Internet…
Multimedia
Photographs, Paintings, Videos, Film…
Visuals
Facial expressions, Actions, Voice Tone, Silence, Stance…
Gestures
Conversations, Interviews, Phone Calls, Requests…
Spoken
Letters, Memos, Reports…Written
Communication Skills
Communication : The Flow
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Sender ReceiverMessage
Feedback
Channel
Perception
DeliveryFormulating
Response
Understanding
Communication Skills
Is scarcer than quality waterIs measured by results or actionsDoes not need to be very complexIs aimed at informing othersIs complete and clear
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Effective Communication…
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
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Communication Skills
Barriers to Effective Communication…
Proper Pronunciation
Communication Help PenBuffalo Career Guest Colonel Buffet BouquetRendezvous Bulb FaxPrakash Pradeep Chandrajeet
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Communication Skills
Barriers to Effective Communication… Organisational Barriers
○ Culture
○ Environment
○ Size & structure
○ Pace of activity
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Communication Skills
Barriers to Effective Communication… Process Barriers
○ Channel/Medium
○ Irrelevant Information loading
○ Lack of Response or Feedback
○ Inappropriate Questions
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Communication Skills
Overcoming the Barriers… Say to yourself, “I will get Response”Come up with a topic for discussion
everydayStart improving upon pronunciationDevelop habit of reading – start with the
English newspaper / ComicsUnderstand first, then communicateDon’t be afraid of asking questions
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Communication Skills
Facial ExpressionsGesturesPosture
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Body Language…
Communication Skills
Body Language…
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Frustration
Clearing throat, "whew" sound,Whistling, smoking, pinching flesh 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 rubbing hand through hair rubbing back of neck.
Nervousness
Communication Skills
Body Language…
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Defensiveness
Open hands, unbuttoned coat
Arms crossed, sideways glance, touching-rubbing nose, rubbing eyes, buttoned coat, drawing away
Openness
InsecurityPinching flesh, chewing pen,
thumb over thumb, biting fingernail
Communication Skills
Body Language…
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Confidence
Cooperation
Upper body in sprinter's position, open hands, sitting on edge of chair, hand to face gestures, unbuttoning coat.
Steepled hands, hands behind back,
back stiffened, hands in coat pockets with thumb out, hands on
tapels of coat
Communication Skills
Body Language…
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Look out for some more clues on Body Language in the given handout…
Communication Skills
SPEAKING SKILLS
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Communication Skills
Speaking…
“A wise man reflects before be speaks; a fool speaks,
and then reflects on what he has uttered.”
- French Proverb.
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Communication Skills
Take initiativeBe polite Be pleasant (smile, jokes)Be clear and concise (tone, accent,
emphasis, pronunciation) Cite negative opinions honestly, but in a
positive mannerSeek Feedback
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While Speaking…
Communication Skills
Write down in advance what you want to say and in what order
Smile Speak slowlyAlways be polite and friendlyFor long messages, follow a scriptGet confirmationMonitor your time
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While Speaking over phone…
Communication Skills
WRITING SKILLS
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Communication Skills
Clarity in Writing…
Rs 1000000000
Rs. 10,00,00,000/-
Rs. 10 Crore
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Communication Skills
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Plan what you want to say in your letter/ report
While Writing…
Use simple language – avoid ambiguous words
Check spelling & punctuation, then send
Reread the letter when you have finished
Communication Skills
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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
Communication Skills
• 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
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Keep in mind while writing
Communication Skills
• Use headings and subheadings.• Use ruled sheets instead of plain ones.• Don’t print without thoroughly checking
your sources.
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Keep in mind while writing …
Communication Skills
LISTENING SKILLS
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Communication Skills
Listening – why is it important?
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Writing
Reading
Speaking
Listening
Ord
er in
whi
ch w
e ar
e ta
ughtO
rder in whi ch w
e learn
9%
16%
30%
45%
Communication Skills
to receive information to understand effectivelyto enhance clarityto empathize
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Objective of Listening is…
Communication Skills
Avoid distractions Do not interrupt unnecessarily Be active (show interest) Paraphrase what you’ve heard Throw an echo
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So, while Listening…
Communication Skills
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
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What Listening Looks like...
Communication Skills
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PRESENTATION SKILLS
Communication Skills
Research (find out facts & figures) Prepare (Introduce, Discuss, Conclude) Rehearse Be confident Present Use proper media
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While Presenting…
Communication Skills
5 styles of communicating to manage conflicts
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Communication Skills
“Go for it” You feel confident but
uncooperativeYou win and other
person loses
“Run Away” You don’t feel confident
or cooperative You lose
“Yes, Boss” You feel cooperative but
unconfidentYou let the other
person win
“Let’s Trade”You feel partly
cooperative & confidentYou both win a bit and
lose a bit
“Let’s both win” Mutual Cooperation &
ConfidenceYou help one another
to win
“I HEAR, I forgetI SEE, I remember
I DO, I understand”
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THANK YOU…
Communication Skills
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