verbal communication
TRANSCRIPT
Satyam School of Leadership
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Verbal Communication
Satyam Learning World
Satyam School of Leadership
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Communicate with increased confidence and ease
Communicate assertively in difficult situations
Participate effectively in meetings & teleconferences
Course Outcomes
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Customer Issues
· Communicate clearly and precisely
· Share our views and concerns at the right time
· Understand their concerns and move towards a workable
compromise
· Participate effectively in virtual as well as face to face meetings
· Paraphrase our understanding of the situation during the
conversation
· Ask the right questions at the right time and summarize the
action items
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What is Communication?
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Communication
· Communication is a process by which information is exchanged
between individuals through a common system of symbols, signs or
behaviors
· Communication is a two way process
· Business professionals spend about 70% to 85% of their work time
in communication, be it speaking, listening, writing or reading
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Communication
Body language
Para language
Language
55%
38%
7%
100%
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Let’s Play!!
Pictionary
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Exercise Debrief
· Time Pressure in all Business Communication
· Internal Frameworks of understanding information
· Internal filters of missing out and capturing information
· Importance of Language in which we think and speak
· Assumptions made when we are listening and collecting information
· Perceptions
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Your Style
· Fill up the questionnaire with complete honesty
· Give your first response and do not deliberate too much on any
particular question
· Give your responses considering the way you behave and not the
way you should behave
· Time allotted: 10 minutes
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Your Style: Exercise Debrief
· Aggressive Communication Style
Tend to offend others
Highly opinionated
· Passive Communication Style
Submissive
Hesitant to voice their opinions
Avoid conflicts
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Your Style: Exercise Debrief
· Passive Aggressive Communication Style
Never talk to the right person or at the right time
Tend to generate discontent amongst others
· Assertive Communication Style:
Express oneself openly and honestly without denying the rights
of others
Not scared to ask why
Strike a workable compromise and understand the other person
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Assertive Communication
How?
Listening
Asking Questions
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The 3 A’s
· Acknowledge Emotions
· Accept Facts
· Assure for solutions and come up to a Workable Compromise
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How of Communication: Voice
· Tone
Unfriendly ---------------------------- Friendly
Insincere ------------------------------ Sincere
· Intonation
Monotonous ---------------------------------- Varied
· Pitch
Unclear ----------------------------------------- Clear
High ---------------------------------------------- Low
· Speed
Slow -------------------------------------------- Fast
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How of Communication: Body Language
Dos
· Open posture
· Look directly at the speaker
· Smile
· Orient your shoulder
towards the person
· Lean forward slightly
· Nod
· Slouch
· Crossed arms
· Hands in the pocket
· Swinging of legs
· Hands handcuffed behind
· Nose touching
Don’ts
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How of Communication: Body Language
Dos
· Maintain eye contact
· When addressing a group
scan through all and
maintain short eye contacts
with people individually.
· Do not stare
· Biting fingernails
· Clicking pens
· Doodling
· Tapping of feet
· Drumming fingers
Don’ts
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Listening Skills: Avoid
· Assuming
· Poor concentration
· Lack of enough knowledge
· Poor comprehension ability
· Judging
· Rushing
· Mind Reading
· Interrupting
· Rehearsing
· Identifying
· Solving
· Fidgeting
· Assuming
· Dreaming
· Criticizing
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Listening Skills: What to do?
· Eye contact
· Openness: to other person and changes in your own ideas
· Paying attention
· Listening to yourself
· Feedback
· Body language
· Paraphrasing
· Summarizing
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Questioning Skills
Type of Question Advantages Disadvantages
Open Questions
• To establish facts• Allow recipient to express their views• Probing questions allow you to clarify
your understanding
• Can appear intrusive or inquisitive
• May encourage people to talk too much
• Can take longer to find out specific information
Closed Questions
• Puts you in control of the situation• Helps to obtain specific facts quickly• Useful for testing understanding and
summarizing• Allows you to gain agreement
• Does not allow the other person to give detailed responses
• Does not encourage two way flow of information
• Can discourage dialogue
Limiting Questions
• Useful to gain agreement when time is short
• Gives the recipient some choice within your control
• Limits the choice of reply• Does not allow full details to
emerge
Leading Questions
• Useful for gaining clarity and understanding
• Useful for reminding the listener of the task at hand
• Can appear manipulative• Tries to force the person to say
yes.
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Meetings
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Exercise: Managing Meetings
Amit from the offshore team has been given a new assignment. In his new role, he has to
talk to customers in flawless English and has to also mail them a weekly report. He is
finding this very difficult. In six weeks time, Amit has an important meeting with some of
the clients. He is also preoccupied with technical training and understanding his exact role
in the new project. He has asked for some language training to help him prepare for this.
What do you think Amit should do? Discuss in the meeting and come to a consensus.
Here are some alternatives
Join and in-company extensive course (four hours per day after work)
Two week course in an English speaking country
One-to-one course during work hours Training in the self-access center
Which is the most?
Flexible Effective Cost-effective
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An Effective Meeting Participant
· Prepares well before going for the meeting
· Reaches 5 minutes before time
· Voices his/her opinion in a confident manner
· Allows others to speak.
· Encourages others to speak.
· Paraphrases to clarify his/her understanding
· Volunteers to summarize to clear the group’s understanding
· Volunteers to take notes
· Does not ramble
· Listens to others actively
· Keeps track of time
· Brainstorms to generate solutions
· Thinks through each option in a systematic manner.
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Feedback
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Exercise: Giving & Receiving Feedback
· Your colleague sitting next to you speaks very loudly on the phone and his loud
pitch distracts you during your important work. Give him/her feedback
regarding this.
· Your boss has a habit of giving feedback during team meetings. In the last
meeting you were the chosen one. You felt extremely embarrassed and are
apprehensive about the looks of your colleagues after the meeting. Give
feedback to your boss that you would like him to give you feedback on one to
one basis.
· Your colleague is a great quality worker; however he doesn’t manage his time
effectively. As a result of that the team has to quite often cut a sorry figure with
delayed deadlines. Give him feedback on his laid back attitude with respect to
time management.
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Giving Feedback
· Feedback must be:
Frequent
Actionable
Specific
Timely
Purpose Oriented
Clear and Constructive
Objective
· Give Motivational feedback before Formative Feedback
· Listen and then add your Suggestions and Alternatives
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Receiving Feedback
· Solicit feedback don’t wait for it to come or to be imposed
· Listen what is being said
· Avoid getting emotional, justifying your actions, denying what
has happened or arguing over the situation.
· Check your understanding
· Add information if any
· Acknowledge the giver; it might not have been easy to give that
feedback.
· Be Positive in constructing an Action Plan.
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Virtual Communication
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Exercise: Virtual Communication
· You are a part of the network and services of an organization,
an internal customer has called up as his/her printer is not
working. Attend this call and resolve the problem.
· Call up your client for some design clarifications and issues
regarding three important tickets raised by him.
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Telephone Etiquette
Verbal Handshake
· Answer in 4 rings
· Give a greeting
· Introduce the department/ organization
· Give your name
· Use a friendly tone of voice
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Telephone Etiquette
Controlling the call:
· Quickly establish control of the call
· Listen actively
· Ask relevant questions
· Do not rush the call
· Keep the caller informed
· Use the caller's name
· Paraphrase and summarize
· Keep focused
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Telephone Etiquette
Closing the call
· Provide useful information to resolve the issue
· Negotiate and agree on an action plan
· Summarize the action plan
· Thank the caller
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Exercise: Teleconferencing
Onsite - Offshore Communication
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Checklist for a Teleconference
· Is there a moderator?
· Confident starting of the call/meeting?
· Clear and brief greetings and introductions
· Is the purpose of the call/meeting clearly stated at the outset of the call?
· Is there an agenda (schedule, flow)?
· Was the agenda emailed to the team/customer prior to the call?
· Have all the aspects on the agenda been outlined?
· Are questions (open and closed) been asked to seek clarification?
· Do the participants (both- listeners and speakers) paraphrase when required
(confirmation skills), to check the clients’/other teams’ understanding of what
is expressed?
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Checklist for a Teleconference
· Do the participants stay on track?
· Do the participants speak in turn?
· Does anyone dominate/remain silent throughout the discussion?
· How is the quality of voice (tone, pace, pitch, energy)?
· Are verbal cues used to express acknowledgement?
· Do participants express their disagreements? How is disagreement sorted out?
· Are polite expressions/courtesies used?
· Is the group moving toward a consensus?
· Is a clear summary (with action items, responsibility and target date) presented
at the end?
· Is somebody taking notes for the Minutes of the meeting?
· Is the purpose met?
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Action Plan
1. ____________________________________________
2. ____________________________________________
3. ____________________________________________
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Resources
NetG courses:
· Organizational Communication: The Fundamentals
· Organizational Communication: Communicating in the Workplace
· Organizational Communication: Managing Communication
· Communicating with Difficult People: Handling Difficult People
· Communicating with Difficult People: Communicating with Your
Manager
· Communicating with Difficult People: Working with Difficult
Employees
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om © 2008 Satyam Computer Services Limited. All rights reserved. For internal
circulation only. Neither this publication nor any part of it may be reproduced, stored in a retrieval system or transmitted in any form or in any means, electronic, mechanical, photocopying, recording or otherwise, without prior permission of Satyam Computer Services Limited. Published by Satyam Learning Center.