Slide 1:Communication Skills


Slide 2:Communication Origin: Latin Word “COMMUNIS” means “To Share” Communication is Transfer of meaning through an interactive process


Slide 3:Communication – a process Communication is a process of interaction between human beings Interaction could be intellectual and / or emotional 95% interactions are influenced by Facial Expressions Eye Contact Gestures Physical Touch Voice – Pitch Ears, etc. 5% are through words


Slide 4:Communication COMMUNICATING Listening Idea, Communication, Body Language, Gestures Feedback Descriptive on behaviour and not on the person. It is based on data and facts. It is suggestive and prescriptive. It is based on personal experience and not on hearsay. Approximately timed. Contributes towards building mutual relationship. Responding


Slide 5:Communication HELPING Empathy It is concern for various questions asked and the tone used in conversation. It is certainly not sympathy. Mutuality Relates to between the Boss and Subordinate. Development Relates to enabling subordinates to plan achievements.


Slide 6:Some Hindering Questions Critical Questions: These are ones that are used to criticise, reprimand or doubt the person. E.g. Why did you again fall short of targets? Testing Questions: The ones asked to learn how much the person knows, right or wrong are evaluative questions.. It may put the person on defensive and may not open out. Leading Questions: Such questions tends to stop further explanation and is not helpful. E.g. You could not attain target because maintenance dept. did not cooperate is it true? There are some questions which may not be helpful in Communication.


Slide 7:Internalise SLUSA Technique Stop Listen Understand Soothe Answer SUSPEND YOUR JUDGEMENT Think – Talk – Act Reversal of the order is suicidal


Slide 8:Barriers to Effective Communication Semantics (relating to meaning) Perceptual Problems Physical Problems Immediate Mood Conformity (Obey, Make or be like)


Slide 9:Six “Cs” in Communication Completeness – nothing left out Conciseness – brief but including everything Consideration – to all important aspects Concreteness – real, pakka Clarity – no ambiguity Correctness – as it is


Slide 10:Times of India, January 9, 1995 Karnataka Chosen for thrust in Agro- produce Stating in its report that there was great international demand for produce like fresh and dehydrated fruits, and vegetables, processed and semi-processed products, the group said pineapple, grapes, pomegranates were also in demand. At present, 62 private firms in Karnataka have registered with the agriculture and processed food products export development authority of the ministry of commerce for exporting horticulture produce. In 1991-92, Karnataka exported over 15 Crores worth of horticulture products to countries like USA, Canada, UK, Israel, Switzerland, Netherlands, Denmark, Germany, Australia, Japan, Malaysia, Russia, France, Lebanon, Kuwait and South Africa. Most of the exports were handled by the private sector. Under the cooperative sector, 4 tonnes of fresh fruit and vegetables worth Rs. 3.69 Lakhs to Malaysia, Canada, Germany, Singapore and Gulf.


Slide 11:Questions: What was the headline? When did the news item appear and in which newspaper? What was the news item about? Which fruits were mentioned in the news item? Which authority of the ministry of commerce was mentioned in the news item? Which fiscal year did the news item refer to? How many Rs. Worth of horticulture products were exported? Name any of the 5 countries where products were exported? Which sector of industry handled most of the exports? Under co-operative sector how many tonnes of fresh fruits & vegetables were exported?


Slide 12:Answers: Karnataka chosen for thrust in agro produce. Monday Jan – 9 1995, The Times of India International demand for agro produce. Pineapple, grapes and pomegranates. Agriculture and processed food products export development authority. 1991 – 92 15 crores USA, Canada, UK, Israel, Switzerland, Netherlands, Denmark, Germany, Australia, Japan, Malaysia, Russia, France, Lebanon, Kuwait and South Africa. Private Sector 4 tonnes


Slide 13:Way it is Model The Way I see it The Way You see it The way it is Your Perception Makes A Difference


Slide 15:Facts, Conjectures, Opinions & Hearsay It was 8.00 am on Jan. 16, 1998. Damodar was on his way to Sinnar. Damodar started from Nasik at 6.30 am hoping to reach Sinnar by 7.30 am. At 8.00 am, he was still at the Government Press badly stuck in a traffic jam. Even Damodar’s bike could not find the way. Ultimately, he got down and joined the gossipmongers around. Someone said that the jam was due to a major accident where as someone else said that a school going kid was hit by the truck. “The truck drivers are very irresponsible,” someone else added. After a long wait the traffic suddenly eased out and Damodar reached Sinnar at 10.00 am


Slide 16:Facts, Conjectures, Opinions & Hearsay


Slide 17:Three Minutes Test Read everything before doing anything. Print your name in the upper right-hand corner of the paper. Circle the word name in sentence two. Draw five small squares in the upper left-hand corner of this paper. Call your name aloud. Write your name again under the second title of this page. After the first title write YES, YES, YES. Draw a circle around sentence five. Put X in the lower left-hand corner of this paper. If you are enjoying this test, say YES if not say NO. On the right margain of this paper, multiply 69 by 7. Draw a rectangle around this multiplification you just performed. If you have followed all the direction to this point, write I HAVE. On the left margin of the paper add 69 and 98. Say out loud, I am nearly finished. I have followed directions. If you are the first to this point say, I am the leader in the following directions. Now that you have finished reading carefully as instructed in sentence One. Attempt sentence number Two.


Slide 18:The 95% Syndrome Major Actions Gestures Voice Pitch Posture Facial Expressions Ears


Slide 19:Listening We assume: Listening is the same as Hearing. We believe: Effective listening is instinctive. We take little effort to learn or develop effective listening skills. We unknowingly neglect a vital communication function. We unknowingly deny ourselves educational development and increased self – awareness.


Slide 20:Listening Barrier to listening: The tendency to evaluate To Judge To Approve To Disapprove Gateway: Listening without understanding To view from other person’s point To sense how it ‘feels’ to him To achieve his frame of reference Empathy


Slide 21:Poor Listening Consequences Misunderstandings Hurt Feelings Confused Instructions Loss of Important Information Embarrassment and Frustration


Slide 22:Listening Skills We all think we are good listeners but actually very few of us really are. There are four things one should check to become good listeners. Eye Contact:Establish eye contact with the speaker. Not to look at the other person, is a way of manifesting unconcern and lack of interest. Posture: We speak with our bodies. If we sit leaning slightly forward, it is a sign of interest and encourages the speaker to let their thoughts and expressions flow. On the other hand, if we lean back or away from the speaker, it often expresses disinterest.


Slide 23:Listening Skills Gestures: Natural gestures as you listen can increase the speaker’s sense of being heard and accepted. Paraphrasing: Paraphrasing is restating the speaker’s thought but in fewer words. It adds nothing new, changes no directions, asks no question but summarizes the speaker’s thoughts or feelings and informs they have been understood.


Slide 24:Another View Point on Good Listening Find an area of interest. Judge Content, Not Delivery Delay Evaluation Listen for Ideas Be Flexible


Slide 25:Actively Work at Listening Resist Distractions Exercise Your Mind Keep Your Mind Open Capitalize on Thought Speed Another View Point on Good Listening (contd.)


Slide 26:How to Write A good writer is a like a sculptor. They continually use less and less to express more and more. Here are some tips for clear and effective writing: Use picture words rather than abstract words, e.g. ‘scooter’ rather than vehicle. Use one-syllable words rather than two – syllable words, e.g. ‘blood’, ‘tears’ rather than ‘sacrifice’, ‘sorrow’ Verbs are the action words in every sentence. Choose strong graphic verbs e.g. ‘Ravi wrestled with the problem for days’. A well chosen verb makes an adverb unnecessary.


Slide 27:Make every word count. Don’t use two words where one is sufficient. Sentences should generally be less than 18 words; vary their length as a good bowler varies his throws. Keep clauses short. One paragraph, one idea. Clear writing comes from clear thinking. Relate to the experience of the audience; e.g., if for fishermen then your writing should be filled with fish, wind, nets, sea and sand. How to Write


Slide 28:How to Write Write, as Gunning says, not to IMpress but to EXpress. The reader’s interest tires quickly. To hold it, be as personal as the situation allows, by using personal pronouns (I, you, she etc.), questions to the reader, exclamations. Writing is hard work: exert yourself. ‘Good sentences are not written, they are rewritten.’ Every language has its own music. Read your work aloud to see whether it has the correct ‘feel’.


Slide 29:How to Write Words: Not But subsequently later forward send reveal show modification change Phrases: Not But basic fundamentals fundamentals assemble together assemble at an early date soon held a meeting with met


Slide 30:How to Write Sentences: Not But What is the receptivity Can the organisation of the organisation to change? change? Business failure itself is Businesses fail in an everyday occurrence India daily. in our country.


Slide 31:Some Tips For A Better Letter Here are some tips for better letters to your family and friends. Whenever you feel like or are inspired to write to a friend, do it. Don’t delay. Don’t wait for an immortal first line. Start writing. Fill your letter with news: what you’re doing, friends you have seen, interesting incidents, lively questions. News is what makes a letter. Let your style be informal, punchy, filled with images.


Slide 32:Try to answer questions to you know your friend is interested in and, as you do so, make every word count. Avoid phrases that you hear time and again. Examples: “Hope you are fine”, “With these words I end my letter”. If you are not sure whether you should write a letter or not, write it, keep it aside for a day or so, and then decide. Letters make a difference. You will be surprised what one letter can do: the useful information it can convey, the change it can bring about, the encouragement it can give. Some Tips For A Better Letter


Slide 33:How to write a Business Letter In letter writing, as in all writing, there are two fundamental steps: (1) “Exactly what do I wish to say?” (2) “In what order?” State in the simplest way possible the basic elements of your message. Example: We no longer produce product A; We produce product B which does all product A ever could and more.


Slide 34:How to write a Business Letter Determine the order of the ideas. Most business letters have major idea and minor ones. The order depends on the expected reaction of the reader. A reader will react in the following ways. Reaction Type of message Pleased Letters that say ‘Yes’ (letters of promotion, admission, permission, award and the like) Displeased Letters that say ‘No’ (request denials, regret letters, permission refused and the like) Neither pleased nor Other letters that call for action, displeased information, reservation and the like


Slide 35:How to write a Business Letter Briefly, you can say this: In ‘Yes’ letters, put the main idea (good news) first, follow with the details, end on a pleasure note. In “No’ letters, put a neutral idea first, then the reasons, then the bad news in tactful terms, end on a pleasant note. Putting the ‘No’ first would tend to close the reader’s mind to the force of the reasons. In other letters, follow the PPRA formula (purpose, Position, Reasons, Action) When you’ve finished, go through the letter again checking for tone, clarity and adequacy of the content.


Slide 36:How to write a Speech Read yourself full Give you audience something solid. This means work. Don’t just sit and doodle, and think. Get moving by filling your mind with the latest and the best. This can be done by: * Pull out all books that you feel may have something on the subject. * Search for the subject from the books, newspapers, internet etc. .


Slide 37:How to write a Speech Make yourself interesting Use examples, comparisons. We get ideas from things we touch, smell, hear, see. So go from things to ideas, not ideas to things. Think yourself clear Picture your audience. Every talk should have only one, two or three major points. You should be able to state the whole message of your talk in one sentence


Slide 38:How to begin a Talk It takes four powerful jet engines to lift an Air – India Jumbo jet off the runways of India. It takes an equally strong beginning to lift an audience and carry it with you. Here are some possibilities. Set up a good relationship with the audience. Remember the formula: “Be friendly, look friendly, sound friendly.” Grab the attention of the audience with an incident, a ‘slice of life’ from your own experience.


Slide 39:Arouse curiosity Present arresting facts or catchy statements Ask a question If you are speaking on an anniversary of an organization, look up the newspaper of the day the organization began and contrast those days with the present. How to begin a Talk


Slide 40:How to end your Talk When you have said what you wanted to say, stop! Speaking is like drilling for water: when you’ve struck water, stop boring. Remember the advice: “Be clear, be brief, be seated.” Go back to the story or incident with which you started. Connect the main point of your talk with it and finish. Often a little summary is helpful. Have a strong finish. Don’t leave the speaker’s stand while saying the last few words. After you have spoken the last word, pause for just a moment. Then sit down or leave the platform.


Slide 41:More Tips for Speakers Words of the speaker should inspire the audience and that is fundamental. Some other points which are helpful are: The audience is your first concern, message second. Use comparisons and picture words. “True eloquence consists in saying all that should be, not all that could be said.” Use notes only if absolutely necessary. Rapport with your audience is lost every time you look at them.


Slide 42:If you are asked to speak to a group, speak about your work or current interest. On this you will be competent and comfortable. Common failings: poor eye contact, little facial expression, no emphasis on key words, too many abstract concepts and words, no variety in tone. More Tips for Speakers


What’s My Communication StyleStrengths :What’s My Communication StyleStrengths Gets to the bottom line/gets results Speaks forcefully / likes control Maintains eye contact Presents positions strongly Is persuasive/generates excitement Is a good storyteller/spontaneous Focuses on the big picture Uses Motivational speech Ask for specific details Focuses on facts/ task orientated Is efficient in speech/ calm & rational Has a well-organized work space Listens well/patient Is a good counselor Uses supportive language Builds trust Direct Spirited Systematic Considerate


Slide 44:What’s My Communication StyleTrouble Spots Is a poor listener Is impatient with others/ in a hurry Does not heed advice Likes to argue Does not hear details Tends to exaggerate Generalizes/poor time management Can be overdramatic Focuses too much on details Fears personal disclosure/impersonal Can be terse/ avoids taking risks Uses little variety in vocal tones Direct Spirited Systematic Considerate Avoids Conflicts/afraid to change Gives in easily/trust others Keeps opinions to oneself Overemphasizes feelings


What’s My Communication StyleInteracting with Different Styles :What’s My Communication StyleInteracting with Different Styles Focus on their goals & objectives Be businesslike Argue facts, not personal feelings Be well organized in your presentations Ask questions directly Speak at a relatively fast pace Focus on opinions and inspiring ideas Be supportive of their ideas Don’t hurry the discussion Engage in brainstorming Be entertaining and fast moving Allow them to share their ideas freely Focus on facts, not opinions Be thorough and organized Provide written evidence when possible Be systematic in your presentations Avoid gimmicks Allow time for analysis Direct Spirited Systematic Considerate Focus on your relationship Be supportive of their feelings Make sure you understand their needs Be informal Maintain a relaxed pace Give them time to build trust in you


Slide 46:Thank You