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