Communication & Presentaion Skills

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<ul><li><p>8/13/2019 Communication &amp; Presentaion Skills</p><p> 1/21</p><p>Communication &amp; Presentation Skills</p><p>Page 1of 21</p><p>One Day Training Workshop on</p><p>HR DepartmentCCL Pharmaceuticals Pvt.) Ltd.</p></li><li><p>8/13/2019 Communication &amp; Presentaion Skills</p><p> 2/21</p><p>Communication &amp; Presentation Skills</p><p>Page 2of 21</p><p>WORKSHOP CONTENTS:</p><p> What is Effective Communication? Barriers to effective communication and means to overcome them. Importance of verbal and nonverbal communication Using active listening techniques to build rapport with your colleagues and clients Nurturing your telephone etiquettes Email Etiquettes Importance of presentation skills Stage fright and nervousness 10 dos and donts of presentations Voice dos and donts How to prepare effective visual aids for presentations Dress up appropriately but comfortably Feedback from the Trainer &amp; Participants</p></li><li><p>8/13/2019 Communication &amp; Presentaion Skills</p><p> 3/21</p><p>Communication &amp; Presentation Skills</p><p>Page 3of 21</p><p>Communication Skills</p><p>Communication is a process whereby information is imparted by a sender to a receiver via a</p><p>medium. There are auditory means, such as speaking, singing and sometimes tone of voice,</p><p>and nonverbal, physical means, such as body language, sign language, eye contact, walking or</p><p>the use of writing. Communication is defined as a process by which we convey meaning in an</p><p>attempt to create shared understanding.</p><p>We learn basic communication skills by observing other people and modeling our behaviors</p><p>based on what we see. We also are taught some communication skills directly through</p><p>education, and by practicing those skills and having them evaluated.</p><p>Communication Process</p></li><li><p>8/13/2019 Communication &amp; Presentaion Skills</p><p> 4/21</p><p>Communication &amp; Presentation Skills</p><p>Page 4of 21</p><p>Non Verbal Communication</p><p>Body language: gestures, posture (e.g. cross arms), facial expressions and eye contact,</p><p>clothing, hair styles, silence, space, tone, handwriting, symbols and signs. The total impact of a</p><p>message is about 7% verbal (words only) and 38% vocal (including tone of voice) and 55% non-</p><p>verbal.</p><p>Types of Listening</p><p>1: Appreciative:Listening for pleasure; movies, comedy, plays etc.</p><p>2: Empathetic:Listening to provide emotional support for speaker</p><p>3: Comprehensive: Listening to understand the speakers message</p><p>4: Critical:Listening to evaluate a message</p><p>Good Listening Skills</p><p>Good listening skills make workers more productive. The ability to listen carefully will allow</p><p>you to:</p><p> Better understand assignments and what is expected of you Build rapport with co-workers, bosses and clients Show support Work better in a team-based environment Resolve problems with customers, co-workers and bosses Answer questions Find underlying meaning in what other say</p><p>How to Listen Well</p><p>The following tips will help you listen well. Doing these things will also demonstrate to the</p><p>speaker that you are paying attention. While you may in fact be able to listen while looking</p><p>down at the floor, doing so may imply that you are not.</p></li><li><p>8/13/2019 Communication &amp; Presentaion Skills</p><p> 5/21</p><p>Communication &amp; Presentation Skills</p><p>Page 5of 21</p><p> Maintain eye contact Dont interrupt the speaker Sit still Nod your head Lean toward the speaker Repeat instructions and ask appropriate questions when the speaker has finisher.</p><p>A good listener knows that being attentive to what the speaker doesnt say is as important as</p><p>being attentive to what he does say. Look for non-verbal cues such as facial expressions and</p><p>posture to get the full gist of what the speaker is telling you.</p><p>Barriers to Listening</p><p>Beware of the following thing that may get in the way of listening.</p><p> Bias or prejudice Language differences or accents Noise Worry, fear, or anger and Lack of attention span</p><p>Listening Starts Early</p><p>If you have children you know what its like to feel like you are talking to a wall. Kids have an</p><p>uncanny ability to appear to be listening to you while actually paying no attention at all. While</p><p>this is something that may pass with age it is important to help children develop good listening</p><p>skills early. Thy will do better in schools and you will keep our sanity. As the SCANS report</p><p>points out, good listening skills will prepare children to eventually succeed in the workforce.</p><p> When you tell your child to do something, ask him to repeat your instructions Teach your child to maintain eye contact when talking to or listening to someone Read out loud to your child and then engage her in a conversation about what you have</p><p>read, and</p><p> Engage your child in age-appropriate activities that promote good listening skills.Active Listening</p><p>Here are some tips to help you learn to improve your listening skills:</p><p> Listen for verbal clues. Your teacher will emphasize any important terms and concepts Watch for nonverbal clues. Eyebrow, hands, pauses, eyes: these features all show</p><p>expression when your teacher makes an important point</p><p> Be mindful of your own reactions. When your teacher says something that soundinteresting, curious, or surprising, go ahead and nod or smile. If the teacher says</p></li><li><p>8/13/2019 Communication &amp; Presentaion Skills</p><p> 6/21</p><p>Communication &amp; Presentation Skills</p><p>Page 6of 21</p><p>something boring or unpleasant, try not to have an ugly response. Why? To keep</p><p>yourself on track. As long as you are managing your reactions, you are still listening.</p><p> Avoid making predictions. If we think we know what someone is about to say, we stoplistening and start drifting.</p><p> Focus on the words, not the person. Dont get distracted by an ugly dress, weirdhairstyle or goofy tie.</p><p> Dont get caught up on one detail. Stay on pace Dont let your mind wander. Put that food, person, music, or daydream out of your</p><p>head and save it for later.</p><p>Telephone Etiquettes</p><p>20 Telephone Etiquette Tips for Customer Service</p><p>1. Make sure you speak clearly and are smiling as you answer the phone; also identifyyourself</p><p>2. Before placing a caller on hold, ask their permission first and thank them3. It is better to return a call than to keep someone on hold too long. If the phone rings</p><p>back to you, youve kept them on hold too long </p><p>4. Do not forget to return the call as you promised5. Do not permit the phone to ring into the office more than three times6. Always use a pleasant congenial and friendly tone7. Never interrupt the person while he/she is talking to you8. Never engage in an argument with a caller9. Do not handle an unhappy callers concern openly at the check-in/check-out counter</p><p>or desk</p><p>10. Do not make it a habit of receiving personal calls at work11. Do not answer the phone if you are eating or chewing gum</p></li><li><p>8/13/2019 Communication &amp; Presentaion Skills</p><p> 7/21</p><p>Communication &amp; Presentation Skills</p><p>Page 7of 21</p><p>12. Do not give the impression that you are rushed. It is better to return the call when youcan give the person the time they need to handle the reason for their call</p><p>13. Learn how to handle several callers simultaneously with ease and grace14. Return calls promptly that have been left on voice mail.15. Always get the best number (and an alternate) and the best time to have a call</p><p>retuned to the caller, especially if a manager or another team member must return</p><p>the call</p><p>16. Do not ever leave a message with someone else or on a voice mail regarding details ofa delinquent account. Instead, leave a message asking the person to call the</p><p>Accounting Department.</p><p>17. Always make collection calls in private and away from the patient flow or public area18. If possible, provide a telephone for customers/clients to use. An area providing</p><p>privacy is preferred</p><p>19. Do not call a customer or clients home before 8:00 am or after 9:00 pm, unless theyhave given you permission to do so</p><p>20. When hanging up the phone, make sure the caller or person called hangs up first ofthe phone is slammed on the receiver. Otherwise, always hang up the phone gently.</p><p>10 most Common Grammar Errors and How to Avoid Them</p><p>Error No.1: Lack of Subject/Verb Agreement</p><p>In the present tense, subjects and verbs must agree in number. That is, a singular subject</p><p>requires a singular form of the verb, and a plural subject requires a plural form of the verb.</p><p>Agreement error: The instructions is confusing.</p><p>Correct: The instructions are confusing.</p><p>Agreement error: One of these orchids bloomat night.</p><p>Correct: One of these orchids blooms at night.</p></li><li><p>8/13/2019 Communication &amp; Presentaion Skills</p><p> 8/21</p><p>Communication &amp; Presentation Skills</p><p>Page 8of 21</p><p>Error No. 2: Past Tense Error</p><p>Regular past tense verbs end in ed (smiled, developed), while irregular past tense verbs</p><p>change form (freeze/froze, catch/caught).Be especially careful not to omit the ed ending on a</p><p>regular verb.</p><p>The past participle form of a verb combines with helping verbs like has or have; it can also be</p><p>used as an adjective. The past participles of regular verbs end in ed, just like the past tense</p><p>(smiled/has smiled, developed/has developed). The past participles of irregular verbs like the</p><p>past tense often change form (froze/has frozen, ran/has run).</p><p>Error No. 3: Run-on Sentence or Comma Splice</p><p>A run-on sentence incorrectly runs together two independent clauses without a conjunction or</p><p>punctuation. A comma splice incorrectly joins two independent clauses with a comma but no</p><p>conjunction.</p><p>Error No. 4: Sentence Fragment</p><p>A sentence fragment lacks a subject, a verb, or both. It cannot stand alone as a sentence.</p><p>Past tense error: During the lecture, she ask many questions.</p><p>Correct: During the lecture, she asked many questions.</p><p>Past tense error: When he propose, Carla say no.</p><p>Correct: When he proposed, Carla said no.</p><p>Past participle error: Ivan is a qualify paramedic.</p><p>Correct: Ivan is a qualified paramedic.</p><p>Past participle error: The dogs have drank all their water.</p><p>Correct: The dogs have drunk all their water.</p><p>Run-on sentence: Poetry isnt dead its alive and well.</p><p>Correct: Poetry isnt dead; its alive and well.</p><p>Correct: Poetry isnt dead; on the contrary, its alive and well.</p><p>Comma splice: My friend Bob is a genius, hes especially good at math.</p><p>Correct: My friend Bob is a genius. Hes especially good at math.</p><p>Correct: My friend Bob is a genius; hes especially good at math.</p><p>Correct: My friend Bob is a genius, and hes especially good at math.</p><p>Sentence Fragment: The dance troupe that visited our campus.</p><p>Correct: The dance troupe that visited our campus was inspiring.</p><p>Sentence Fragment: Studying all night long.</p><p>Correct: We stayed up studying all night long.</p><p>Sentence Fragment: Because he is allergic to peanuts.</p><p>Correct: Because he is allergic to peanuts, he cannot eat that sandwich.</p></li><li><p>8/13/2019 Communication &amp; Presentaion Skills</p><p> 9/21</p><p>Communication &amp; Presentation Skills</p><p>Page 9of 21</p><p>Error No. 5: Pronoun Error</p><p>The most common pronoun errors are pronoun/antecedent agreement errors and case errors.</p><p>Pronouns must agree in number with the noun (the antecedent) to which they refer. If that</p><p>noun is singular, the pronoun must be singular; if that noun is plural, the pronoun must be</p><p>plural.</p><p>Pronoun case refers to the different forms of pronouns, which depend upon their parts of</p><p>speech in a sentence.</p><p>Error No. 6: Apostrophe Error</p><p>Use apostrophes to show possession: adds after a singular noun or plural noun not ending in </p><p>s; add after a plural noun ending in s. Do not use an apostrophe after a possessive pronoun</p><p>(my, mine, our, ours, his, hers, its, their, theirs).</p><p>Error No. 7: Comma Error</p><p>Watch out for these most common comma errors.</p><p>Error No. 8: Illogical Verb Tense Shift</p><p>Pronoun error: There is a strong bond between he and I.</p><p>Correct: There is a strong bond between him and me.</p><p>Pronoun error: Her and me will be taking turns driving.</p><p>Correct: She and I will be taking turns driving.</p><p>Apostrophe error: His parentscabin is in Utah. (two parents)</p><p>Correct: His parentscabin is in Utah.</p><p>Apostrophe error: The company is moving itsheadquarters.</p><p>Correct: The company is movingitsheadquarters.</p><p>Missing commas in a series of items</p><p>Comma error: I ordered a salad hamburger and French fries.</p><p>Correct: I ordered a salad, hamburger, and French fries.</p><p>A missing comma after an introductory dependent clause</p><p>Comma error: Because he is ill he will not golf today.Correct: Because he is ill, he will not golf today.</p><p>A missing comma between two independent clauses joined by a coordinating conjunction</p><p>Comma error: Stars and planets fascinate her so she wants to be an astronomer.</p><p>Correct: Stars and planets fascinate her, so she wants to be an astronomer.</p><p>Missing commas in non-restrictive clauses</p><p>Comma error: My car which is a Volkswagen gets good gas mileage.</p><p>Correct: My car which is a Volkswagen, gets good gas mileage.</p></li><li><p>8/13/2019 Communication &amp; Presentaion Skills</p><p> 10/21</p><p>Communication &amp; Presentation Skills</p><p>Page 10of 21</p><p>A verb tense shifts occurs when the writer switches from present to past or from past to</p><p>present without a good reason.</p><p>Error No. 9: Misplaced or Confusing Modifier</p><p>To avoid confusion, modifiers must be placed next to the word they modify and must clearly</p><p>refer to a word in the sentence.</p><p>Presentation Skills Success</p><p>First Rule of Great Presentation</p><p>A great presentation does not just happen. It is planned, rehearsed then delivered with flair. A</p><p>good presenter is one who learns the skills of presentations- not one who hopes for talent to</p><p>carry them. Public speaking is a set of skills not a talent. You can be a good presenter if you</p><p>learn the skills for presentation success. You will be a great speaker if you learn from every</p><p>presentation you deliver. Great presenters start as poor speakers- then they get better.</p><p>Learn from other Great Speech Makers</p><p>Who are the public speakers you admire? Ask yourself why you admire them. What techniques</p><p>do they use in their speeches that you can use? What principles can you adapt to your</p><p>presentations? It could be a great political leader, business executive or innovator. Whether it</p><p>is a Churchill, Henry Ford or Einstein ask yourself, Why does their delivery work so well? How</p><p>can I use that technique or principle in my speech? Look for the skills they used and make</p><p>them your own.</p><p>Purpose of your presentation</p><p>Imagine that you have been scheduled to speak to a group. An important question for you to</p><p>review is Why am I delivering this presentation? Dont answer, Because I was asked.</p><p>Instead ask why does this group need to hear from you? What message is so important that</p><p>Tense Shift: We drove to the lake, and Joe dives right in.</p><p>Correct: We drove to the lake, and Joe dove right in.Correct: We drive to the lake, and Joe dives right in.</p><p>Misplaced modifier: At five years old, my father taught me to ski.</p><p>Correct: When I was five years old, my father taught me to ski.</p><p>Confusing modifier: Strip mining the hillsides, many acres were left bare.Correct: Strip mining the hillsides, the coal company left many acres bare.</p></li><li><p>8/13/2019 Communication &amp; Presentaion Skills</p><p> 11/21</p><p>Communication &amp; Presentation Skills</p><p>Page 11of 21</p><p>you must take their time to speak to them? You must be clear on the purpose of your speech</p><p>before you can write it. Please dont give a speech just because you are the boss. Dont waste</p><p>their time and embarrass yourself. Have something worthwhile to...</p></li></ul>

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