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Mr. Vivek Bindra Director - Global ACT

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Presentation on theme: "Mr. Vivek Bindra Director - Global ACT"— Presentation transcript:

1 Mr. Vivek Bindra Director - Global ACT

2 Global ACT  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

3 Global ACT  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

4 Global ACT  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 Global ACT Communication is a two way process. It involves a sender and receiver. Effective communication gets the desired response.

6 Global ACT Shared Space A B Intended Meaning Verbal message Non-Verbal Message Perceived Meaning A’s RealityB’s Reality

7 Global ACT Types of Communication  Verbal  Non-Verbal  Written

8 Global ACT Conviction Confidence Enthusiasm

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

10 Global ACT S - Smile O - Open Gestures F - Forward Lean T - Tone of Voice and Touch E - Eye Contact N - Nod

11 Global ACT  Lack of Enthusiasm  Distracting Gestures  Lack of Focus  Verbal Static  Lack of Eye Contact  Language  Inconsistency in Information

12 Global ACT Aggressive Passive Assertive

13 Global ACT I win, you lose situation.

14 Global ACT It is you win, I lose situation.

15 Global ACT It is a win-win situation.

16 Global ACT Empathy

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

18 Global ACT 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 Global ACT  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 Global ACT Listening is the act of receiving a verbal message from a sender and understanding what it means.

21 Global ACT  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 Global ACT  Hearing  Simple Listening  Active Listening  Reflective Listening

23 Global ACT  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 Global ACT 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 Global ACT  Ask clarifying questions  Perception Vs Reality  Review what was said and what wasn't said  Respond with empathy

26 Global ACT  Don’t compare yourself with the speaker  Don’t make assumptions  Avoid filtering the conversation  Avoid labelling a statement

27 Global ACT  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 Global ACT Daily Motivation For Your Peak Performance Recharge Yourself With Our Free Video’s Get Connected To The World Of Human Resource

29 Global ACT Thank You!

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