Download Soft Skills Sanmeet Sidhu

Soft SkillsSkillsEffective
Communication
• Soft Skills - Meaning
– personal attributes that enable someone
to interact effectively and harmoniously
with other people..
– Effective communication
Basics of effective
communication
• Communication is a dynamic process
• Through this process we convey a thought
or feeling to someone else.
• How it is received depends on a set of
events, stimuli, that person is exposed to.
• How you say what you say plays an
important role in communication.
Verbal Communication
• We often use the term ‘verbal’ to
mean ‘spoken’ eg. “I gave her a verbal
warning”.
• In Business Communication ,we use
the word ‘verbal’ in a slightly
different and more technical way
Definition of Verbal
Verbal = communicating with words
and language (as opposed to
images, actions or behaviour)
Verbal communication is restricted
to language
Verbal - Written
• Content
• Style
Complaint Letter
• Nursery – Plants worth Rs 25000/• Dry and wilted. One came out by the
roots when I took it out of the box.
• Please send me a replacement
shipment immediately
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Response 1
Sorry we screwed up that order. Sending plants across
country is a risky business. Some of them just can’t take the
strain. (Some days I can’t take the strain myself!) We’ll
credit your account for Rs. 25000/-
Response 2
…it isn’t our fault. The box clearly says “Open and water
immediately.” …If you pull by the leaves, you will pull the
roots out. Always lift by the stem. Since you don’t know how
to handle plants, I’m sending you a copy of our brochure,
“How to Care for Your Plants.” Please read it carefully… …to
avoid disappointments in the future.
We look forward to your future orders.
Response 3
After ruling out problems in transit, I discovered that your
order was packed by a new worker who didn’t understand the
need to water plants thoroughly before they are shipped. We
have fired the worker, so you can be assured that this will not
happen again.
Although it will cost our company several hundred dollars, we
will send you a replacement shipment.
Let me know if the new shipment arrives safely. We trust that
you will not complain again.
Response 4
You’ll get a replacement shipment of the perennials you ordered
next week.
Your plants are watered carefully before shipment and packed in
specially designed cardboard containers. But if the weather is
unusually warm, or if the truck is delayed, small roots may dry
out. Perhaps, this happened with your plants.
The violas, digitalis, aquilegias and hostas you ordered are longblooming perennials that will get even prettier each year. Enjoy
your garden.
Verbal CommunicationOral
• Fluency
• Articulation
• Modulation
Non – verbal Communication
He that has eyes to see and ears to hear
may convince himself that no mortal can
keep a secret. If his lips are silent he
chats with his fingertips; betrayal oozes
out of him at every pore…….Sigmund Freud
Meaning
•
Non-verbal communication is a term that
refers to any way in which we communicate
our ideas, opinions and feelings with each
other that does not involve the use of
written or spoken words.
• For example, what would a client think of
1. a smiling, smartly dressed salesperson?
2. a salesperson who has an untidy
appearance and does not make eye
contact?
An enduring image – the message this photograph was meant to send out was vital to Middle
East peace. What the body language of those in the image suggest is also being communicated
to the world?
Peter Collett’s Handshake
Theory
•
•
•
•
•
•
•
•
The Bonecrusher
The Limp Handshake
The Firm Handshake
The Limpet Handshake
The Clammy Handshake
The Reinforced Handshake
The Relocated Handshake
The Upper Handshake
Types of Nonverbal
Communication
•
•
•
Kinesics
Proxemics
Object language
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KINESICS
1. Personal Appearance
• The Person
• The Attire
• The
Accessories
+Ve
or
_Ve
impact
2. FACIAL EXPRESSION
• Major visible signs which aid/betray
our feelings
• Used to aid ,inhibit or complement
• Reveal attitude, confidence
• Spontaneous emotional expressions
3. POSTURE
• The way one stands,
sits or walks
• Movement of the body,
position of hands/legs
& other parts
• Measure of
personality, success of
communication
4. Gestures
• Any action that sends a
visual signal to an
onlooker (An observed
action)
• What signals are being
received is important
• Well- timed drive home
your ideas
• Enhance impact, add a
greater value
5. Eye Contact
• Leads to more effective comm’n
• Shows whether speaker is
sincere & listener is interested
• Enables to alter/adjust/reframe
• Establishes rapport
Proxemics
• Personal space
–
–
–
–
Intimate Zone-Physical touch to 18 inches
Personal Zone-18 inches-4 feet
Social Zone- 4 feet -12 feet
Public Zone- 12 feet -30 feet
• Office layout
Color Influences
Communication
Yellow cheers
and
elevates moods
Red excites
and
stimulates
In some
cultures
black suggests
mourning
Blue comforts
and
soothes
In some
cultures
white suggests
purity
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What does this symbol mean
to you?
• In the United States/India
it is a symbol for good job
• In Germany the number one
• In Japan the number five
• In Ghana an insult
• In Australia , it is a rude
gesture
• In Malaysia the thumb is
used to point rather than a
-Atlantic Committee for the Olympic Games
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finger