Presentation on theme: "Interpersonal Skills Mr. Vivek Bindra Director - Global ACT"— Presentation transcript:
1 Interpersonal Skills Mr. Vivek Bindra Director - Global ACT
2 Interpersonal Skills Relating to one another Facilitator GuideCustomer CentricityInterpersonal SkillsRelating to one anotherSupporting and encouraging othersBeing able to give and receive constructive feedbackListening to and valuing others' opinionsBeing able to convey your point clearlyAssisting progress towards achieving an objectiveGenpact Confidential
3 Improving Interpersonal Skills Facilitator GuideCustomer CentricityImproving Interpersonal SkillsSmile as often as you canAppreciate othersPay attention to others’ problemsListening activelyUnite peopleResolve disagreementsCommunicate clearlyUse humourLearn to appreciateDon’t complainGenpact Confidential
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 CompromisingTeddy Bear (Acts for the good of the group)This represents AccommodatingOwl (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 messageNon-Verbal MessagePerceived MeaningA’s RealityB’s Reality
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 empathyNegative form of empathyTrue empathy involvesSeeking a person’s positive hopeShifting 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 and45% 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 mindThinking AheadAnalyzing and evaluating the messageNot interruptingListening to how it is being said byInterpreting the persons tone of voiceEvaluating the non-verbal cuesListening to what is not being said byReading between the linesAsking the right questions
24 Reflective ListeningReflective 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 saidRespond with empathy
26 Don’ts of Listening Don’t compare yourself with the speaker Don’t make assumptionsAvoid filtering the conversationAvoid labelling a statement
27 Keys To Effective Listening Resist distractionsFocus on the interactionListen for ideasKeep an open mindHold questions till the speaker has finishedParaphrasingUnderstand that thought is faster than speech.
28 www.vivekbindra.com Daily Motivation For Your Peak Performance Recharge Yourself With Our Free Video’sGet 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.