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Aksh Optifibre Limited 1 Communication Skills What is there for the day… We’ll share knowledge We’ll have Fun We’ll Play Roles We’ll learn Aksh Optifibre Limited 2 Communication Skills LET’S DISCOVER THE POWER OF COMMUNICATION… Aksh Optifibre Limited 3 Communication Skills WHAT DO WE UNDERSTAND BY A “SKILL”? Aksh Optifibre Limited 4 Communication Skills At the end of the workshop we will learn… what is Good and what is Bad Communication some basic skills to become a Good Communicator Aksh Optifibre Limited 5 Communication Skills … and also to recognize & overcome barriers advantages of listening to speak confidently to communicate effectively Aksh Optifibre Limited 6 Communication Skills Research shows, communication is… 55% body language 7% words 38% style Aksh Optifibre Limited 7 Communication Skills Why Communication… • • • • • • to express our emotions achieve joint understanding to get things done pass on and obtain information reach decisions develop relationships Aksh Optifibre Limited 8 Communication Skills 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 Aksh Optifibre Limited 9 Communication Skills Ways & effects of Communication Formal Less Flexible, More Accurate but less responsive (JAGRITI…) Informal More Flexible, Less Accurate but responsive (Grapevine/Rumors) Aksh Optifibre Limited 10 Communication Skills What is Communication… • art of getting your message across effectively through: •Spoken words – first & simplest way •Body Language – can make or mar •Written words – reflects importance •Visuals – leaves greatest impact Aksh Optifibre Limited 11 Communication Skills Types & Methods Written Letters, Memos, Reports… Spoken Conversations, Interviews, Phone Calls, Requests… Gestures Facial expressions, Actions, Voice Tone, Silence, Stance… Visuals Photographs, Paintings, Videos, Film… Multimedia Television, Newspaper, Magazines, Internet… Aksh Optifibre Limited 12 Communication Skills Communication : The Flow Channel Delivery Formulating Message Sender Feedback Receiver Perception Response Understanding Aksh Optifibre Limited 13 Communication Skills Effective Communication… – 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 Aksh Optifibre Limited 14 Communication Skills 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 Aksh Optifibre Limited 15 Communication Skills Barriers to Effective Communication… Proper Pronunciation Communication Help Pen Buffalo Career Guest Colonel Buffet Bouquet Rendezvous Bulb Fax Prakash Pradeep Chandrajeet Aksh Optifibre Limited 16 Communication Skills Barriers to Effective Communication… Organisational Barriers • Culture • Environment • Size & structure • Pace of activity Aksh Optifibre Limited 17 Communication Skills Barriers to Effective Communication… Process Barriers • Channel/Medium • Irrelevant Information loading • Lack of Response or Feedback • Inappropriate Questions Aksh Optifibre Limited 18 Communication Skills 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 Aksh Optifibre Limited 19 Communication Skills Body Language… Facial Expressions Gestures Posture Aksh Optifibre Limited 20 Communication Skills Body Language… Clearing throat, "whew" sound, Whistling, smoking, pinching flesh Nervousness 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 Frustration rubbing hand through hair rubbing back of neck. Aksh Optifibre Limited 21 Communication Skills Body Language… Openness Arms crossed, sideways glance, touchingrubbing nose, rubbing eyes, buttoned coat, drawing away Open hands, unbuttoned coat Defensiveness Insecurity Aksh Optifibre Limited Pinching flesh, chewing pen, thumb over thumb, biting fingernail 22 Communication Skills Body Language… Cooperation Steepled hands, hands behind back, back stiffened, hands in coat pockets with thumb out, hands on tapels of coat Upper body in sprinter's position, open hands, sitting on edge of chair, hand to face gestures, unbuttoning coat. Confidence Aksh Optifibre Limited 23 Communication Skills Body Language… Look out for some more clues on Body Language in the given handout… Aksh Optifibre Limited 24 Communication Skills SPEAKING SKILLS Aksh Optifibre Limited 25 Communication Skills Speaking… “A wise man reflects before be speaks; a fool speaks, and then reflects on what he has uttered.” - French Proverb. Aksh Optifibre Limited 26 Communication Skills While Speaking… – 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 Aksh Optifibre Limited 27 Communication Skills While Speaking over phone… – 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 Aksh Optifibre Limited 28 Communication Skills WRITING SKILLS Aksh Optifibre Limited 29 Communication Skills Clarity in Writing… Rs 1000000000 Rs. 10,00,00,000/- Rs. 10 Crore Aksh Optifibre Limited 30 Communication Skills While Writing… Plan what you want to say in your letter/ report Reread the letter when you have finished Check spelling & punctuation, then send Use simple language – avoid ambiguous words Aksh Optifibre Limited 31 Communication Skills While Writing… “KISS” (Edit the letter by cutting ruthlessly). Be kind to others’ eyes (font size, clarity) Be creative (use tables, graphs) Use the language YOU are better at Aksh Optifibre Limited 32 Communication Skills Keep in mind while writing • 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 Aksh Optifibre Limited 33 Communication Skills Keep in mind while writing … • Use headings and subheadings. • Use ruled sheets instead of plain ones. • Don’t print without thoroughly checking your sources. Aksh Optifibre Limited 34 Communication Skills LISTENING SKILLS Aksh Optifibre Limited 35 Communication Skills Listening – why is it important? 45% Speaking 30% 16% 9% Aksh Optifibre Limited 36 Communication Skills Objective of Listening is… – – – – to to to to receive information understand effectively enhance clarity empathize Aksh Optifibre Limited 37 Communication Skills So, while Listening… – – – – – Avoid distractions Do not interrupt unnecessarily Be active (show interest) Paraphrase what you’ve heard Throw an echo Aksh Optifibre Limited 38 Communication Skills What Listening Looks like... • 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 Aksh Optifibre Limited 39 Communication Skills PRESENTATION SKILLS Aksh Optifibre Limited 40 Communication Skills While Presenting… – – – – – – Research (find out facts & figures) Prepare (Introduce, Discuss, Conclude) Rehearse Be confident Present Use proper media Aksh Optifibre Limited 41 Communication Skills 5 styles of communicating to manage conflicts 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 Mutual Cooperation & Confidence You help one another to win “Go for it” “Let’s both win” Aksh Optifibre Limited 42 Communication Skills “I HEAR, I forget I SEE, I remember I DO, I understand” THANK YOU… Aksh Optifibre Limited 43
