WELCOME

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 Communication Skills

What is there for the day…

We’ll share knowledge

We’ll have Fun
We’ll Play Roles
We’ll learn

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 Communication Skills

LET’S DISCOVER

THE POWER OF
COMMUNICATION…

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 Communication Skills

WHAT DO WE
UNDERSTAND BY
A “SKILL”?

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 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

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 Communication Skills

… and also

 to recognize & overcome barriers

 advantages of listening

 to speak confidently

 to communicate effectively

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 Communication Skills

Research shows, communication is…

55% 7%
body language words

38%
style

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 Communication Skills

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

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 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
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 Communication Skills

Ways & effects of Communication

Formal Less Flexible, More Accurate

but less responsive (JAGRITI…)

Informal More Flexible, Less Accurate but

responsive (Grapevine/Rumors)

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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

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 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…
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Communication : The Flow

Channel

Formulating Delivery

Message
Sender Receiver
Feedback

Perception
Response

Understanding
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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

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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

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 Communication Skills

Barriers to Effective Communication…

Proper Pronunciation

Communication Help Pen

Buffalo Career Guest

Colonel Buffet Bouquet

Rendezvous Bulb Fax

Prakash Pradeep Chandrajeet

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 Communication Skills

Barriers to Effective Communication…

 Organisational Barriers
• Culture

• Environment

• Size & structure

• Pace of activity

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 Communication Skills

Barriers to Effective Communication…

 Process Barriers
• Channel/Medium

• Irrelevant Information loading

• Lack of Response or Feedback

• Inappropriate Questions

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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

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 Communication Skills

Body Language…

Facial Expressions
Gestures
Posture

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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
Frustration
pointing index finger
rubbing hand through hair
rubbing back of neck.
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 Communication Skills

Body Language…

Openness Open hands,

unbuttoned coat

Arms crossed, sideways

glance, touching-
rubbing nose, rubbing Defensiveness
eyes, buttoned coat,
drawing away

Pinching flesh,
chewing pen,
Insecurity
thumb over thumb,
biting fingernail 22
 Communication Skills

Body Language…
Upper body in sprinter's
position, open hands,
Cooperation sitting on edge of chair,
hand to face gestures,
unbuttoning coat.

Steepled hands,
hands behind back,
back stiffened, hands Confidence
in coat pockets with
thumb out, hands on
tapels of coat
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 Communication Skills

Body Language…

Look out for some more clues on

Body Language in the given
handout…

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 Communication Skills

SPEAKING SKILLS

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 Communication Skills

Speaking…

“A wise man reflects before

be speaks; a fool
speaks, and then reflects on
what he has
uttered.”
- French Proverb.

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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

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 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
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WRITING SKILLS

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Clarity in Writing…

Rs 1000000000

Rs. 10,00,00,000/-

Rs. 10 Crore

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 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

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 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

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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

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 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.

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 Communication Skills

LISTENING SKILLS

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Listening – why is it important?

Listening 45%

Order in which we are taught

Order in which we learn

Speaking 30%

Reading 16%

Writing 9%

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Objective of Listening is…

– to receive information
– to understand effectively
– to enhance clarity
– to empathize

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So, while Listening…

– Avoid distractions
– Do not interrupt unnecessarily
– Be active (show interest)
– Paraphrase what you’ve heard
– Throw an echo

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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

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 Communication Skills

PRESENTATION SKILLS

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While Presenting…

– Research (find out facts & figures)

– Prepare (Introduce, Discuss, Conclude)
– Rehearse
– Be confident
– Present
– Use proper media

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5 styles of communicating to manage conflicts

You feel confident but You win and other

“Go for it” uncooperative person loses

You don’t feel confident

“Run Away” You lose
or cooperative

You feel cooperative but You let the other

“Yes, Boss” unconfident person win

You feel partly You both win a bit and

“Let’s Trade” cooperative & confident lose a bit

Mutual Cooperation & You help one another

“Let’s both win” Confidence to win
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“I HEAR, I forget
I SEE, I remember
I DO, I understand”

Vinay - 9866254387

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