Communication Skills

Presented by Abhishek Parkar

Definition and Introduction(talk on this slide for 2-3 minutes)The imparting or exchanging of information by speaking, writing, or using some other mediumThe term Communication has been derived from the Latin word communis, which means common or to make known. This act of making common and known is carried out through exchange of thoughts, ideas or the like. The exchange of thoughts and ideas can be had by gestures, signs, signals, speech or writing. People are said to be in communication when they discuss some matter, or when they talk on telephone, or when they exchange information through letters.A proper understanding of information is one very important aspect of communicationActivity No.1(make 2 groups. Each group should not consist of more than 3 people. Ask the first group to have a normal random conversation in Hindi/Marathi and the second group to have the same conversation in English. They should speak at least 8-10 sentences. The activity should not long for more than 5 minutes)

Communication Process

7 Cs of CommunicationClearConciseConcreteCorrectCoherentCompleteCourteousBarriers To CommunicationPremature evaluationInattentionStereotypingAssumptionGeneralizingPoor listening skillsSelective listeningFixed ideasIgnoring information contrary to our beliefNoiseEmotions

Essentials Of CommunicationDosUse precise, memorable and powerful words

Support your words with visual aids

Give examples

Eye contact

Active listening

Paraphrase

KISS Keep it short and simple

Avoid interrupting

Appropriate facial expressions

Exhibit affirmative head nods

Essentials Of CommunicationDon'tsDo not use technical terms and terminologies not understood by majority of people

Do not speak too fast or too slow

Do not speak in inaudible surroundings as you wont be heard

Do not assume that everybody understands you

Do not interrupt the speaker.

Body Language TechniquesRemember 97% of your communication is indirect communication, ie, through your body language. Hence keeping in mind the below pointers might help a lot

Folded hands means that you are holding back somethingHands in pockets means that you are either very confident or extremely nervousSmile during a conversationBe an active listenerDont be a stereotypeDont ignorePay attention to how you stand or sit or make body gesturesDont make many body movements as this distracts the communicator and shows your disinterest

Body language Techniques (contd)(spend at least 15minutes on this topic. Share real life experiences from your corporate work life. Try to engage as much as possible.)The 3 second lookThe Head Tilt (Head Tilt to the side Passive ; Head Tilt forward Aggressive)The Danger Phrases-We need to talkWhats wrong with you?Do you want.? OR Do you need ?No problem! OR Not a problem! The Power Phrases I need your help Whats bothering / troubling you?Would You like?Youre welcome!MINDSPEAK ~ ALWAYS REMEMBER - WHAT GETS REWARDED, GETS REPEATED

Body Language Techniques(contd)Dont be a sniper (Eg. Passing nasty comments, making faces when someone talks, not smiling for a long time during face to face conversation)

Use spotlight questions. They result in revealing intentions.

The beginning of a spotlight question may start with Are you trying to?

Challenge Questions DO NOT ANSWER THEM

The Key to face a Challenge Question is to be a Stonewall

Body Language Techniques(contd)There are three steps to the Stonewall

Step 1. AskWhy would you ask me that?

Step 2 Ask a close ended question (They usually end with a YES or a NO)

Step 3 - Give them the 3-Second-Look

REPEAT THIS IF NECESSARY STONEWALL IS A BROKEN RECORD STRATEGY

MINDSPEAK ~ GIVE YOURSELF THE GIFT OF COMMUNICATION FREEDOM!

Activity 2The irritating and intriguing person (Challenge Questioner) V/S The Stonewall

Telephone EtiquettesPlan your conversationTurn away from your computer or other workMake notesAvoid slangs like umm, yeah, dudeUse basic phrases of courtesy E.g. May I help you? Please, Thank You, You are welcome.

Email etiquettes

You should know the standard font size, font and email format of the organization if which you work (if there is any)A proper subject line is a must. Make use of prefaces like RE: or FWD: , etc in a subject line wherever requiredDo not write in Red This means you are extremely angry, upset or mad at someone.Do not write in bold This means Yelling on emailDo not forget to add your proper signature under the mail bodyPaste previous emails in your mail to mention any earlier referencesDo not write long emails. Keep it short and sweetOfficial emails should not include greetings like Hi, instead write HelloDo not mention FYI or PFA in mails to your higher authorities. Instead of PFA, always mention Hope the attached file helps you