Communication Skills :Communication Skills Training Topics: Understanding communication: Verbal Non-verbal Listening Email Etiquette Conference Call Etiquette Meeting Etiquette Conducting Effective Conversations


Communication Skills :Communication Skills MMM Training Solutions Contact: Pramila Mathew Mobile: +91 98409 88449 Website: www.mmmts.com


COMMUNICATION :COMMUNICATION MMM Training Solutions


What is Communication? :What is Communication? Communication is sending or receiving ideas, thoughts or feelings from one person to one or more persons in such a way that, the person receiving it understands it in the same way the sender wants him/her to understand.


The Communication Process :SENDER MESSAGE CHANNEL RECEIVER Context FEEDBACK The Communication Process The person initiating the communication, or broadcasting the message. The specific set of words, gestures and images that the sender uses to convey what he or she wants to say. The channel through which the message moves. Receivers (or the audience for the message) - from whom the receiver often expects a response. The response from the receiver to the sender.


Verbal Versus Written Communication :Verbal Versus Written Communication Source: Better Business Writing – Maryann V. Piotrowski 1995


Slide 7:Verbal Communication


Verbal Communication Pointers :Make your messages appropriate to the receiver. Use understandable language but not slang. Be aware of how long you speak. As a general rule, try to express your message in a limited amount of time (no more than 15 seconds in a normal day-to-day conversation) and then switch to listening. Focus on one topic at a time. Try to be positive, even when talking about negative situations. Verbal Communication Pointers


Rules for Communication :Rules for Communication Ensure it fits the purpose


Non-Verbal Communication :Non-Verbal Communication


Slide 11:Body Language 55% Words 7% Tone of Voice 38% Work performed by the Academy for Educational Development under sponsorship of the United States Agency for International Development (USAID) Contract Number: LAG -I-00-98-00011-00, Task Order Number: 804


Slide 12:Smiling – there is nothing like a smile and pleasant face to greet a customer, especially if he/she has a complaint. Eye contact – always look into your customer’s eyes. Directly address customers. How you look – personal grooming has a big impact on your customers. Let customers know you take seriously your position. Shaking hands – when shaking hands with a customer a firm and professional handshake is expected. Positive Non-Verbal Communications


Slide 13:"Communication is really all anyone ever gets paid for ultimately...and if you cannot effectively communicate...you will PAY...not get paid."  - Doug Firebaugh


Contact Information :Contact Information MMM TRAINING SOLUTIONS 59/29, College Road, Nungambakkam, Chennai – 600006. Landline: +91-44-42317735 Website: www.mmmts.com Pramila Mathew - Training Consultant and Executive Coach Mobile: +91-9840988449; E-mail: Pramila.Mathew@mmmts.com Vikas Vinayachandran - Training Consultant Mobile: +91-9840932894; E-mail: Vikas@mmmts.com