Presentation on theme: "Mr. Vivek Bindra Director - Global ACT www.vivekbindra.com www.globalact.org.in."— Presentation transcript:
Mr. Vivek Bindra Director - Global ACT
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
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
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
Global ACT Communication is a two way process. It involves a sender and receiver. Effective communication gets the desired response.
Global ACT Shared Space A B Intended Meaning Verbal message Non-Verbal Message Perceived Meaning A’s RealityB’s Reality
Global ACT Types of Communication Verbal Non-Verbal Written
Global ACT Conviction Confidence Enthusiasm
Global ACT Body language Eye contact Facial Expression Gesture Posture Tone Rate of Speech Accent, Diction Pronunciation Non- Verbal Communication
Global ACT S - Smile O - Open Gestures F - Forward Lean T - Tone of Voice and Touch E - Eye Contact N - Nod
Global ACT Lack of Enthusiasm Distracting Gestures Lack of Focus Verbal Static Lack of Eye Contact Language Inconsistency in Information
Global ACT Aggressive Passive Assertive
Global ACT I win, you lose situation.
Global ACT It is you win, I lose situation.
Global ACT It is a win-win situation.
Global ACT Empathy
Global ACT Put yourself into the customer’s shoes. ‘Seek first to understand, and then to be understood’.’
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.
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
Global ACT Listening is the act of receiving a verbal message from a sender and understanding what it means.
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
Global ACT Hearing Simple Listening Active Listening Reflective Listening
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
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.
Global ACT Ask clarifying questions Perception Vs Reality Review what was said and what wasn't said Respond with empathy
Global ACT Don’t compare yourself with the speaker Don’t make assumptions Avoid filtering the conversation Avoid labelling a statement
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.
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