Download - CATT Communication
-
8/11/2019 CATT Communication
1/68
-
8/11/2019 CATT Communication
2/68
-
8/11/2019 CATT Communication
3/68
-
8/11/2019 CATT Communication
4/68
OVERVIEW OF SESSION
TYPES OFCOMMUNICATIONS
TIPS ON HOW TO BEEFFECTIVE WHENCOMMUNICATING
-
8/11/2019 CATT Communication
5/68
RSVPP this !!
Woman without her man is nothing.
-
8/11/2019 CATT Communication
6/68
Its not about Accent Its about Clarity
R S V P P
RhythmSpeed VolumePitchPause
http://images.google.co.in/imgres?imgurl=http://www.socialanxietyassist.com.au/images/public2.gif&imgrefurl=http://www.socialanxietyassist.com.au/social_phobia.shtml&h=354&w=148&sz=8&hl=en&start=13&um=1&tbnid=ghGPahXAR75cBM:&tbnh=121&tbnw=51&prev=/images?q=speaking+clipart&svnum=10&um=1&hl=en -
8/11/2019 CATT Communication
7/68
If communication dies,everything dies. Each word has impact and
value incommunication. One word if used wrongly
or emphasized wrongly or paused at a
wrong place incommunication whateffect it creates andhow is it affected is
demonstrated very well in this movie.
Importance of One Word inCommunication
-
8/11/2019 CATT Communication
8/68
Activity
Three groupsTeam A Team B Team C
http://images.google.co.in/imgres?imgurl=http://www.fablevision.com/northstar/make/characters/teamwork.gif&imgrefurl=http://www.fablevision.com/northstar/make/characters/index.html&h=133&w=200&sz=11&hl=en&start=7&um=1&tbnid=3obGwCQrI1YcOM:&tbnh=69&tbnw=104&prev=/images?q=team+work+clipart&svnum=10&um=1&hl=en -
8/11/2019 CATT Communication
9/68
So What isCommunication???
-
8/11/2019 CATT Communication
10/68
LEVELS OF COMMUNICATION
VERBALIntra verbal: intonation of word and sound
Extra verbal: implication of words and phrases,semantics
NON-VERBALGestures
PosturesMovements
SYMBOLIC
-
8/11/2019 CATT Communication
11/68
An Active Listener,
An Effective Presenter, A Quick Thinker.
A Win-Win Negotiator.
WHAT MAKES A GOOD COMMUNICATOR?
Software Testing Help
http://www.softwaretestinghelp.com/http://www.softwaretestinghelp.com/http://www.softwaretestinghelp.com/http://www.softwaretestinghelp.com/http://www.softwaretestinghelp.com/http://www.softwaretestinghelp.com/ -
8/11/2019 CATT Communication
12/68
-
8/11/2019 CATT Communication
13/68
Communication is not a mysteriousprocess.
It takes place when the ideas from yourmind are transferred to anothers andarrive intact, complete, and coherent
Make Presentations with Confidence, Barrons
-
8/11/2019 CATT Communication
14/68
Communication - Meaning
Communication is a dynamic process Through this process we convey a thought or
feeling to someone else.How it is received depends on a set of events,stimuli, that person is exposed to.How you say what you say plays an importantrole in communication.
-
8/11/2019 CATT Communication
15/68
TOTAL COMMUNICATION PROCESS
Reading16%
Writing9% Speaking
30%
Listening45%
-
8/11/2019 CATT Communication
16/68
Hearing
Seeing
Smell
TouchTaste
Communication is a Series of Experiences of
-
8/11/2019 CATT Communication
17/68
TYPES OF
COMMUNICATIONFACE-TO-FACE
MEETINGS
WRITTEN
ELECTRONIC(EMAIL)
TELEPHONE(VOICEMAIL)
-
8/11/2019 CATT Communication
18/68
FACE-TO-FACE
Most people prefer toget information face-to-face, especiallyfrom their immediatesupervisor
-
8/11/2019 CATT Communication
19/68
The Benefits (face-to-face)
Opens two-way communicationAllows for immediate response toquestions, misinterpretations,feedback, etc.Takes advantage of voice and body
language
-
8/11/2019 CATT Communication
20/68
The Challenges ( face-to-face )Use in-person communication when youhave to share information that will affectthe audienceUse for performance evaluations andfeedbackUse when the information beingcommunicated needs immediate attention
Be prepared to answer questions directlyand immediately
-
8/11/2019 CATT Communication
21/68
The Dos and Donts (face -to-face)
DO -- give people your undividedattention -- listen, really listen, give fullattentionDO -- give people honest, direct andcomprehensive informationDO -- treat peoples ideas and concerns
as critical and serious - EMPOWER THEM
-
8/11/2019 CATT Communication
22/68
Face-to-Face cont..
DONT -- tell people what, tell them why,how, and the larger picture DONT -- make the conversation one-way.
Invite responses -- discuss and debateDONT -- answer the phone or take a call whensomeone is in your office
-
8/11/2019 CATT Communication
23/68
Face-to-Face cont...
DONT -- wait too long to ask for (or togive) feedback, gather informationimmediately
DONT -- hold back bad news. Treat peopleas intelligent adults, they want to hear the
truth
-
8/11/2019 CATT Communication
24/68
Communication is not overwhen you finish deliveringyour message
-
8/11/2019 CATT Communication
25/68
Types of MeetingsExecutive BriefingInformationalMeeting with a Sponsor(e.g. Site Visit)Staff MeetingTeam-buildingInformal
Others...
Lets Meet
-
8/11/2019 CATT Communication
26/68
Why Meet?
The primary reason for meetingsare to share or brainstorm
information or to develop action
steps toward accomplishing agoal
-
8/11/2019 CATT Communication
27/68
-
8/11/2019 CATT Communication
28/68
Making Meetings Work cont.
4. Watch the time -- do not overrun -- keepthe agenda flowing
5. Add humor, allow for laughter, have fun --it makes for a much more productivemeeting
6. Allow for conflict but deal with it
immediately
-
8/11/2019 CATT Communication
29/68
Making Meetings Work cont. 7. Maintain control of the meeting at all
times. Dont get off track 8. Eliminate attendees behaviors that are
disruptive9. Allow for questions, be prepared to
answer them
10. Wrap the meeting up with what wasaccomplished and action items
-
8/11/2019 CATT Communication
30/68
Meeting Killers -- why they failPoor PreparationIgnored agendaPoor time managementLack of participation
Strong personalitiesLack of leadershipLack of humor and funNo/poor closing
-
8/11/2019 CATT Communication
31/68
The only thing worse than a badmeeting is a great presentationthat could have been sent as a
memo
-
8/11/2019 CATT Communication
32/68
WRITTEN COMMUNICATIONMEMOSREPORTSBULLETINSLETTERSNEWSLETTERSHANDWRITTEN
NOTES
-
8/11/2019 CATT Communication
33/68
Evaluate Performance Using
ReportsObserving them on job
Customer feedback
-
8/11/2019 CATT Communication
34/68
The Benefits (written)Creates a permanent recordAllows you to store information for future
referenceEasily distributedAll recipients receive the same informationNecessary for legal and bindingdocumentation
-
8/11/2019 CATT Communication
35/68
Is it clear? Have you hit your target?
In written communicationmost confusion &frustration are caused
by failing to be specific..
Make it clear, brief and
concise..
-
8/11/2019 CATT Communication
36/68
-
8/11/2019 CATT Communication
37/68
EMAILEmail is now thedominant method ofcommunicating inbusiness.It is quick,inexpensive, flexibleand convenient
-
8/11/2019 CATT Communication
38/68
But it could be a time-bomb
USE WITH CARE.
-
8/11/2019 CATT Communication
39/68
The Benefits (email)
Can be sent and received any timeVery time effective, can be sent and
received within secondsCost effective -- no paper, no stamps, nocosts -- yet(?)
Allows for direct access to othersMessages can be saved and stored
-
8/11/2019 CATT Communication
40/68
The Benefits (email) cont ...
Convenient for communicating with people indifferent places and different time zones
Easier to communicate with people whounderstand written English but dont speak itwellExcellent mechanism for follow-up or actionitems after a meeting
-
8/11/2019 CATT Communication
41/68
The Challenges (email)Not everyone has an email account or accessto email at all timesEmail etiquette -- no standards -- people make
up own styles, can be very confusingEmail is not confidential -- emails can beobtained from central network even if deletedfrom personal computers
-
8/11/2019 CATT Communication
42/68
The Challenges (email) cont...
Email is too often used to distributeinappropriate material, such as racialand gender jokes
Email is too often used to avoidconfrontation and can be easily
misinterpreted
-
8/11/2019 CATT Communication
43/68
The Challenges (email) cont...
Email is often sent out without re-reading,proof-reading and other standards appliedto written communications. We press thesend button too soon
Emails can be forwarded and sent to
others without the authors approval orknowledge
-
8/11/2019 CATT Communication
44/68
The Challenges (email) cont...
Emails are often casual and informal -- this
can create a potential hazard
Senders often assume that email is readimmediately which can create problems
-
8/11/2019 CATT Communication
45/68
Dos and Donts (email)DO -- always begin your email with asalutation and the persons name
DO -- always close the email with a closingsentence and your nameDO -- in the subject line write a brief and clearreference to your topic
-
8/11/2019 CATT Communication
46/68
-
8/11/2019 CATT Communication
47/68
Dos and Donts (email) cont...
DONT -- Send the entire email when replying.Only send the part that is essentialDONT -- Be too blunt -- email is the coldestform of communications. Watch the tone. Befriendly but politeDONT -- Write an email longer than twoscreens -- it probably wont be read
-
8/11/2019 CATT Communication
48/68
Dos and Donts (email) cont...
DONT -- use CAPS for emphasis in thebody of the email. It looks and soundsangryDONT -- use an automatic signature withevery email. Use only in your initial email,not when replying to a message
-
8/11/2019 CATT Communication
49/68
-
8/11/2019 CATT Communication
50/68
Telephone
Most employeeshave access to aphoneUsing a telephonecan be spontaneousand often friendly
-
8/11/2019 CATT Communication
51/68
Benefits (telephone/voicemail)
Immediate access to audienceCommunication is direct and timely
Takes advantage of tone of voice and languageAllows for immediate response to questions,feedback, etc.
-
8/11/2019 CATT Communication
52/68
FACTOID
55% of what people perceive of others comes frombody language and facial expressions
38% comes from tone of voice7% is based on the actual words people use
-
8/11/2019 CATT Communication
53/68
5 Basic reasons we Do Not Listen
Listening is Hard WorkCompetition
The Rush for ActionSpeed differences (120 wpm v/s 360 wpm)Lack of Training
-
8/11/2019 CATT Communication
54/68
4 Levels of Listening
The Non-ListenerThe Marginal Listener
The Evaluative ListenerThe Active Listener
-
8/11/2019 CATT Communication
55/68
Improving Listening SkillsBy not being PreoccupiedBeing Open Minded & Non DefensiveMinimizing InterruptionsEffective Listening is: Hearing, interpreting whennecessary, understanding the message andrelating to it.By Asking Questions
-
8/11/2019 CATT Communication
56/68
Communication
ListeningPrepare to ListenFocus on the SpeakerScreen Out DistractionsConcentrate on the MessageListen to Tapes while you commute
-
8/11/2019 CATT Communication
57/68
Communication
Speaking and Listening Ask Questions Avoid Daydreaming
Accept AccentsUse mind mappingInterviewComplaintsTelephone
-
8/11/2019 CATT Communication
58/68
Communication
SpeakingKnow what you want to sayControl Fear
Stop Talking and ListenThink before you talkBelieve in your messageRepeat Major Points
Find Out what your Listener wants
-
8/11/2019 CATT Communication
59/68
Communication
TechniquesDefine AcronymsReduce Jargon
Level ObjectionsUse Humor
Anecdotes and Stories Ask for feedback
Increase your vocabulary
-
8/11/2019 CATT Communication
60/68
-
8/11/2019 CATT Communication
61/68
Communication
Techniques -continuedPauseSpeak more slowlySpeak faster
Vary Your Volume Watch your tone
Record your voice
-
8/11/2019 CATT Communication
62/68
COMMUNICATION
7% WORDS Words are only labels and the listeners put their owninterpretation on speakers words
38% PARALINGUISTICThe way in which something is said - the accent, tone and
voice modulation is important to the listener.
55% BODY LANGUAGE What a speaker looks like while delivering a messageaffects the listeners understanding most.
-
8/11/2019 CATT Communication
63/68
Body Language
Eye contactFacial expressionPostures and gesturesPersonal biases and prejudicesPersonal spaceOrientation
-
8/11/2019 CATT Communication
64/68
Activity : The proper handshake
Start with eye contact and asmile.Firm, not strong.
Up and down, not back andforth. Adjust duration.Close with eye contact and asmile.
A few Tips on Great Body
-
8/11/2019 CATT Communication
65/68
ew ps o G eat BodyLanguage !!
Use eye contact.
Avoid too much movement.
Smile Use expressions and hand movements.
Hold your hands open and wide apart to show sincerity andhonesty.
Ensure your body language communicates "I am glad to behere"
-
8/11/2019 CATT Communication
66/68
TYPES OF BODY LANGUAGERemember that you are dealing with PEOPLE
(P)OSTURES & GESTURESHow do you use hand gestures? Stance?
(E)YE CONTACTHows your Lighthouse?
(O)RIENTATIONHow do you position yourself?
(P)RESENTATIONHow do you deliver your message?
(L)OOKS Are your looks, appearance, dress important?(E)XPRESSIONS OF EMOTION
Are you using facial expressions to express emotion?
-
8/11/2019 CATT Communication
67/68
Final Thoughts A persons competence and a persons
effectiveness are based on their ability tocommunicate effectively
Competence isnt the problem --How you Communicate is
-
8/11/2019 CATT Communication
68/68
Neeraj [email protected] 9725479188
mailto:[email protected]:[email protected]