1. Interpersonal Skills Mr. Vivek Bindra Director - Global ACT

2. Interpersonal Skills Relating to one another
Facilitator Guide
Customer Centricity
Interpersonal Skills
Relating to one another
Supporting and encouraging others
Being able to give and receive constructive feedback
Listening to and valuing others' opinions
Being able to convey your point clearly
Assisting progress towards achieving an objective
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3. Improving Interpersonal Skills
Facilitator Guide
Customer Centricity
Improving Interpersonal Skills
Smile as often as you can
Appreciate others
Pay attention to others’ problems
Listening actively
Unite people
Resolve disagreements
Communicate clearly
Use humour
Learn to appreciate
Don’t complain
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4. Management Styles Turtle (Escape when you have the chance)
This represents Avoidance.
Shark (Winning is the only thing)
This represents Competition.
Fox (Giving up something in order to achieve results)
This represents Compromising
Teddy Bear (Acts for the good of the group)
This represents Accommodating
Owl (Finding solutions agreeable to all)
This represents Collaborating

5. Communication Process
Communication is a two way process.
It involves a sender and receiver.
Effective communication gets the desired response.

6. What is Communication? Shared Space A B Intended Meaning
Verbal message
Non-Verbal Message
Perceived Meaning
A’s Reality
B’s Reality

7. Types of Communication
Verbal
Non-Verbal
Written

8. Verbal Communication
Conviction
Confidence
Enthusiasm

9. Non- Verbal Communication
Body language
Eye contact
Facial Expression
Gesture
Posture
Tone
Rate of Speech
Accent, Diction
Pronunciation

10. Positive Non-Verbal Behavior
S - Smile
O - Open Gestures
F - Forward Lean
T - Tone of Voice and Touch
E - Eye Contact
N - Nod

11. Barriers to Communication
Lack of Enthusiasm
Distracting Gestures
Lack of Focus
Verbal Static
Lack of Eye Contact
Language
Inconsistency in Information

12. Styles Of Communication
Aggressive
Passive
Assertive

13. Aggressive
I win, you lose situation.

14. Passive
It is you win, I lose situation.

15. Assertive
It is a win-win situation.

16. Empathy

17. What Is Empathy Put yourself into the customer’s shoes.
‘Seek first to understand,
and then to be understood’.’

18. Empathy is the skill of active listening – of approaching an interaction with an open mind. Empathy is - identification with and understanding of another’s situation, feelings, and motives.

19. Understanding Empathy
There are two forms of empathy:
True/positive empathy
Negative form of empathy
True empathy involves
Seeking a person’s positive hope
Shifting their focus from negative judgment

20. Listening is the act of receiving a verbal message from a sender and understanding what it means.

21. 9% time is spent in writing,
16% time is spent in reading,
30% time is spent in speaking and
45% is spent in listening

22. Types of Listening Hearing Simple Listening Active Listening
Reflective Listening

23. Mental Attentiveness Listening to what is being said by
Keeping an open mind
Thinking Ahead
Analyzing and evaluating the message
Not interrupting
Listening to how it is being said by
Interpreting the persons tone of voice
Evaluating the non-verbal cues
Listening to what is not being said by
Reading between the lines
Asking the right questions

24. Reflective Listening
Reflective listening is a type of active listening where the listener ‘Reflects’ what the speaker is saying by repeating or paraphrasing what was said and by being empathetic.

25. Do’s of Listening Ask clarifying questions Perception Vs Reality
Review what was said and what wasn't said
Respond with empathy

26. Don’ts of Listening Don’t compare yourself with the speaker
Don’t make assumptions
Avoid filtering the conversation
Avoid labelling a statement

27. Keys To Effective Listening
Resist distractions
Focus on the interaction
Listen for ideas
Keep an open mind
Hold questions till the speaker has finished
Paraphrasing
Understand that thought is faster than speech.

28. www.vivekbindra.com Daily Motivation For Your Peak Performance
Recharge Yourself With Our Free Video’s
Get Connected To The World Of Human Resource

29. Thank You!
Question and answer session in the end, followed by post assessment and closing the session.