3. COMMUNICATION SKILLS Communication is the art of transmitting information, ideas and attitudes from one person to another. Verbal communication: face to face, telephone, radio and other media. Non verbal communication: body language, gesture, how we dress or act. Written communication: letters, emails,books,magazines or internet Visualizations: graphs,charts,maps,logos and other visualization can communicate messages

4. COMMUNICATION TRILOGY

5. SIX ‘C’ OF GIVING GOOD INFORMATION

6. ASSERTIVE SKILLS Assertiveness is about self confidence which means having a positive attitude towards yourself and others. Assertiveness is about self confidence which means having a positive attitude towards yourself and others. Positive attitude and Assertive behavior: Respect for self and towards others Respect for self and towards others Take responsibility for self Take responsibility for self Motivated to do a good job Motivated to do a good job İnterested in others’ feelings and thought İnterested in others’ feelings and thought Ask questions Ask questions Honest and direct Honest and direct Listen to others Listen to others Ask others for feedback Ask others for feedback

7. ASSERTIVENESS IN ORGANISATIONS AssertivenessNeed to dealing with Personal identityTheir selves Satisfaction from exercising skillsTheir colleagues Satisfaction from helping peopleTheir subordinates Social environmentClients or customers

8. ETIQUETTE Etiquette is defined as good behaviour which distinguishes human beings from animals.  Business etiquette  Email etiquette  Telephone etiquette

9. BUSINESS ETIQUETTE  Introduce others  A handshake is still professional standard  Always say “please” and “thank you”  Don’t interrupt  Watch your language  Acknowledge others  Be on time

10. EMAIL ETIQUETTE We all interact with the printed words as though it has a personality That personality makes positive and negative impressions upon us Use proper formatting, spelling,grammar Subject line is a quick summary of what your email discusses Read your email before sending Don’t leave out the subject line Don’t attach unnecessary files

12. TELEPHONE ETIQUETTE Before you answer, be prepared Have your computer switched on. Have pens, pencils, and notepad ready In answering the phone: Answer calls promptly by the second or third ring. Smile as you pick up the phone. Use your “telephone” voice, controlling your volume and speed. Project a tone that is enthusiastic, natural, attentive and respectful. Greet the customer, and identify your company and yourself.

13. Customer forms a mental PICTURE of you  P – PITCH  I – INFLECTION  C – COURTESY  T – TONE  U - UNDERSTANDING  R – RATE  E - ENUNCIATION

14. Pitch: sound whose frequency is clear and stable enough to distinguish from noise. Inflection: modification of word to express different grammatical categories such as tense, voice,mood and aspect. Courtesy: showing politeness in one’s attitude and behavior towards other Tone: give greater strength or firmness Understanding: mental grasp Rate: assign a standard Enunciation: act of speaking clearly and concisely..

15. LISTENING SKILLS Listening is the process receiving, constructing meaning from, and respond with thoughtful attention

16. Listening skills are important Improves relationship Improves our knowledge Improves our understanding Saves time and energy Leads to better result

18. LEADERSHIP SKILLS A leader’s specific roles are determined through four basic leadership responsibilities  Directing  Coaching  Supporting  Delegating

20. PROBLEM SOLVING Great leaders are, at their core, great problem solvers. COMMUNICATE TRANSPARENTLY-When there's a problem, it's important that everyone feel able to express their concerns and opinions freely BREAKDOWN SILOS-Workplace problems frequently arise from organizational boundaries. Breaking down those barriers FOSTER AN OPEN_MINDED CULTURE-to make the organization and the people it serves better its essential to have open-minded and positive people in the office, and that's the leader's responsibility. ALWAYS HAVE PLAN OF ACTION-When trouble hits, they know from past encounters how to work with the right people and resources to reach a solution.

22. DECISION MAKING The thought process of selecting a logical choice from the available options.

23. MANAGEMENT SKILLS  The ability to manage people is the foundation of organizational success. It includes  Achieving goals  Effectiveness of manager  Emotional intelligence  Motivational skills  Positive attitude  Stress management

26. S STRESS MANAGEMENT Stress management means trying to control and reduce the tension that occurs

27. BEHAVIOURAL SKIILS  Behavioral skills are the skills we use to successfully interact with others in workplace.  Body language  Confidence building  Positive thinking  Self esteem  Team work  Time management

28. BODY LANGUAGE Body language refers to various form of nonverbal communication. These behaviour includes FACIAL EXPRESSION-Facial expression is integral when expressing emotions through the body. Combinations of eyes, eyebrow, lips and cheek movements help form different moods of an individual (e.g. happy, sad, depressed, angry, etc. BODY POSTURE-Emotions can also be detected through body posture GESTURE-Gestures are movements made with body parts (e.g. hands, arms, fingers, head, legs) HANDSHAKE-Handshakes are regular greeting rituals and are commonly done on meeting, greeting, offering congratulations or after the completion of an agreement

30. CONFIDENCE BUILDING Self confidence is having confidence in oneself Doing what you believe to be right even if others mock, criticize you for it. Being willing to take risks and go to the extra mile to achieve better things. Admit your mistakes and learn from them

32. POSITIVE THINKING

34. TIME MANAGEMENT  Time management is the act or process of planning and exercising conscious control over the amount of time spend on specific activities. Benefits  Stress anxiety reduction  Work become easier  Increased productivity, creativity  Achieving goals in timely manner