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Interpersonal Skills Mr. Vivek Bindra Director - Global ACT

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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 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 Genpact Confidential

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 Genpact 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 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 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.

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