1 WELCOME

2 Communication Skills What is there for the day… We’ll share knowledge We’ll have Fun We’ll Play Roles We’ll learn

3 LET’S DISCOVER THE POWER OF COMMUNICATION… Communication Skills

4 WHAT DO WE UNDERSTAND BY A “SKILL”? Communication Skills

5  what is Good and what is Bad Communication At the end of the workshop we will learn…  some basic skills to become a Good Communicator Communication Skills

6  to recognize & overcome barriers  advantages of listening  to speak confidently  to communicate effectively … and also Communication Skills

7 Research shows, communication is… body language 55% words 7% style 38% Communication Skills

8 Why Communication… to express our emotions achieve joint understanding to get things done pass on and obtain information reach decisions develop relationships Communication Skills

9 Home Truths about Communication… Good Communication can’t exist without honest listening We do not try HARD to get our message across We do not take advantage of various media available to us We all could improve our communication skills It cannot be perfected Communication Skills

10 Ways & effects of Communication More Flexible, Less Accurate but responsive (Grapevine/Rumors) Informal Less Flexible, More Accurate but less responsive (JAGRITI…) Formal Communication Skills

11 What is Communication… art of getting your message across effectively through: Visuals – leaves greatest impact Body Language – can make or mar Spoken words – first & simplest way Written words – reflects importance Communication Skills

12 Types & Methods Television, Newspaper, Magazines, Internet… Multimedia Photographs, Paintings, Videos, Film… Visuals Facial expressions, Actions, Voice Tone, Silence, Stance… Gestures Conversations, Interviews, Phone Calls, Requests… Spoken Letters, Memos, Reports… Written Communication Skills

13 Communication : The Flow Sender Receiver Message Feedback Channel Perception Delivery Formulating Response Understanding Communication Skills

14 –Is scarcer than quality water –Is measured by results or actions –Does not need to be very complex –Is aimed at informing others –Is complete and clear Effective Communication… Communication Skills

15 Barriers to Effective Communication…  Personal Barriers Your style and character (rude, polite, shy, outspoken) Preparation & presentation Lack of clarity (pronunciation, pitch, etc.) Lack of credibility Timing Communication Skills

16 Barriers to Effective Communication… Proper Pronunciation CommunicationHelpPen BuffaloCareerGuest ColonelBuffetBouquet RendezvousBulbFax PrakashPradeepChandrajeet Communication Skills

17 Barriers to Effective Communication…  Organisational Barriers Culture Environment Size & structure Pace of activity Communication Skills

18 Barriers to Effective Communication…  Process Barriers Channel/Medium Irrelevant Information loading Lack of Response or Feedback Inappropriate Questions Communication Skills

19 Overcoming the Barriers… Say to yourself, “I will get Response” Come up with a topic for discussion everyday Start improving upon pronunciation Develop habit of reading – start with the English newspaper / Comics Understand first, then communicate Don’t be afraid of asking questions Communication Skills

20 Facial Expressions Gestures Posture Body Language… Communication Skills

21 Body Language… Frustration Clearing throat, "whew" sound, Whistling, smoking, pinching flesh covering mouth, jiggling money or keys, tugging ears, wringing hands. Short breaths, "tsk" sound, tightly clenched hands, wringing hands, Fist like gestures pointing index finger rubbing hand through hair rubbing back of neck. Nervousness Communication Skills

22 Body Language… Defensiveness Open hands, unbuttoned coat Arms crossed, sideways glance, touching- rubbing nose, rubbing eyes, buttoned coat, drawing away Openness Insecurity Pinching flesh, chewing pen, thumb over thumb, biting fingernail Communication Skills

23 Body Language… Confidence Cooperation Upper body in sprinter's position, open hands, sitting on edge of chair, hand to face gestures, unbuttoning coat. Steepled hands, hands behind back, back stiffened, hands in coat pockets with thumb out, hands on tapels of coat Communication Skills

24 Body Language… Look out for some more clues on Body Language in the given handout… Communication Skills

25 SPEAKING SKILLS Communication Skills

26 Speaking… “A wise man reflects before be speaks; a fool speaks, and then reflects on what he has uttered.” - French Proverb. Communication Skills

27 –Take initiative –Be polite –Be pleasant (smile, jokes) –Be clear and concise (tone, accent, emphasis, pronunciation) –Cite negative opinions honestly, but in a positive manner –Seek Feedback While Speaking… Communication Skills

28 –Write down in advance what you want to say and in what order –Smile –Speak slowly –Always be polite and friendly –For long messages, follow a script –Get confirmation –Monitor your time While Speaking over phone… Communication Skills

29 WRITING SKILLS Communication Skills

30 Clarity in Writing… Rs Rs. 10,00,00,000/- Rs. 10 Crore Communication Skills

31  Plan what you want to say in your letter/ report While Writing…  Use simple language – avoid ambiguous words  Check spelling & punctuation, then send  Reread the letter when you have finished Communication Skills

32 While Writing… ““KISS” (Edit the letter by cutting ruthlessly). BBe kind to others’ eyes (font size, clarity) BBe creative (use tables, graphs) UUse the language YOU are better at Communication Skills

33 Visualize the reader when you are writing Don’t write unbroken paragraphs Use numbered paragraphs to make cross-referencing easier Punctuation plays the role of body language in writing Keep in mind while writing Communication Skills

34 Use headings and subheadings. Use ruled sheets instead of plain ones. Don’t print without thoroughly checking your sources. Keep in mind while writing … Communication Skills

35 LISTENING SKILLS Communication Skills

36 Listening – why is it important? Writing Reading Speaking Listening Order in which we are taught Order in which we learn 9% 16% 30% 45% Communication Skills

37 –to receive information –to understand effectively –to enhance clarity –to empathize Objective of Listening is… Communication Skills

38 – Avoid distractions – Do not interrupt unnecessarily – Be active (show interest) – Paraphrase what you’ve heard – Throw an echo So, while Listening… Communication Skills

39 The Listener keeps looking at the speaker The Listener’s body is in ‘open’ position The listener is smiling with a pleasant & encouraging expression Listener looks relaxed but alert, neither tense nor slouching Listener utters humming sounds What Listening Looks like... Communication Skills

40 PRESENTATION SKILLS Communication Skills

41 – Research (find out facts & figures) – Prepare (Introduce, Discuss, Conclude) – Rehearse – Be confident – Present – Use proper media While Presenting… Communication Skills

42 5 styles of communicating to manage conflicts Communication Skills “Go for it” You feel confident but uncooperative You win and other person loses “Run Away” You don’t feel confident or cooperative You lose “Yes, Boss” You feel cooperative but unconfident You let the other person win “Let’s Trade” You feel partly cooperative & confident You both win a bit and lose a bit “Let’s both win” Mutual Cooperation & Confidence You help one another to win

43 “I HEAR, I forget I SEE, I remember I DO, I understand” “I HEAR, I forget I SEE, I remember I DO, I understand” Communication Skills Vinay