Communication For Success
Communication For Success
Pracena Varghese©
Activity 1
The transmission, by
speaking, writing or
gestures, of information
which evokes
understanding.
Activity 5:
How
Effective Are Your
Communication Skills?
Types of Communication
Verbal
Oral - person to person ; Over the
Telephone ; Meetings
Written - E-mail ; reports ;
Nonverbal
Expression
Body language
When is Effective Communication Important?
Team Meetings
Brain storming
Issue Instructions sessions
to your staff
Thank you
Speeches Client interaction
The 3 M’s of Effective Communication
Messenger
Medium
Message
Activity 6
Attention Seekers !!
Messenger
Ask yourself !!
How do you
communicate
Picture this:
Which one are you ?
Submissive
Assertive
Aggressive
Activity 8
Styles of communication
Styles of Communication
Submissive Assertive Aggressive
Low levels of confidence Good level of confidence Over confident
Do not get what you want Not Always Winning, But You think you get what you
Always Understanding -- want.
How You Play The Game
Feel like you are being You are not taken for People around you feel like
taken for granted granted. they are being taken for
granted
High Stress No stress – a sense of High stress
calmness and maturity
prevails
Take too much account of Recognize the other Other person's rights don't
the other person's rights person's rights to be heard matter
Feeling of guilt Can say No without feeling Can say No without feeling
guilty guilty
Examples
Aggressive
"If people produce rubbish, I have every right to tell them so"
"She obviously doesn't care. That's typical of young people
today."
"This reflects badly on me, and I won't stand for it.“
Assertive
"This may be uncomfortable for us both, but we can handle it."
"She has the right to make mistakes, but the responsibility to
correct them."
"I want her to know the effect her errors have on other people.“
Submissive
"I don't want to make a scene or upset our working relationship."
"I'm sure these are unintentional errors - I'll let it go this time."
"I know she's very busy, so I expect that's why these mistakes
happened."
Activity 9
How assertive are you?
Activity 10
Managing perceptions
Dressing for Success
There are 3 sides to self image:
Your professionalism.
Your level of sophistication.
Your intelligence.
Your credibility.
Business Attire
Three basic things you need to consider :
<<Business Casual
Business Formal
>>
Business Casual vs. Business Formals !!
<<Business Casual
Business Formal
>>
But its MY style statement !!
Me Tarzan,
I see,
me king of the jungle,
I hear,
me call lion –
I understand,
come here lion,
I feel,
me call elephant –
‘but I don’t agree with this,
throw it out’ come here elephant
Who wants to tell Who wants to sell a
product…
Dennis…
TO BECOME MORE
VOICE
EXPRESSIVE
Disagree Agreeably
But...
However...
Nevertheless...
No…(sometimes you need to use this!!)
Activity 14
You Said it.
RSVPP
Rhythm
Speed
Volume
Pitch
Pause
RSVPP this !!
Woman without her man is nothing.
Pay attention to:
Tone/inflection
Timing
Speech Errors
Accent
Emphasis
Communicating With Questions
Open ended
Close ended
Leading
Activity 16
What was that again??
Four suggestions for more productive
questions:
1. Ask questions that elicit detail. These are often "What?"
questions.
Sound/Look familiar?
Ask Yourself !!
10. "The person says, 'Wait', and then talks to other co-
workers without putting me on hold so that I can't
hear their small talk.“
Remember that it may be your 99th call for the day; but
its still the caller’s first call !
Greet The Client/ Customer
Warp-up/ summarize/close
the call by thanking the client/customer
Conversation Techniques
Acceptable Responses
What You Mean: Tell the Caller:
"She/He is out of the office for the day. Can someone else
"She/He took the day off."
help you or would you like her/his voicemail?"
That’s right
Excellent
That’s perfect
All right
Sounds good.
Okay
Avoid Verbal Barriers to Communication
Activity 19
Hold your hands open and wide apart to show sincerity and honesty.
K-I-S-S
Message
What information do you wish to convey?
What do you want the other person to do
as a result?
KISS – Keep It Short and Sweet.
Barriers of communication
Perceptions; bias or prejudice;
Language differences or accents; MTI /
Vernacular
Noise;
Worry, fear, or anger; and
Lack of attention span.
Activity 24
What’s In It For Me?
So What is the basis of all communication???
Information
Understanding
Listening in return
Co-operation
Types of listening
Simple
Selective
Active
What is Active Listening???
Active Listening – 4 Steps
1. Listen
2. Reflect-Paraphrase
3. Verbal and Non-Verbal Encouragers
4. Feedback
Activity 25
Shhh say that again??
How does effective communication
assist with Client interaction?
Double Think
What do you want? (think)
What does the Customer want? (double
think)
What does the Customer think you want?
(triple think)
Where’s the middle ground?
Client management
Know Your Client
Communicate with the client
Think Like the Client
Escalations
5 Steps to Handle Client Interactions
With Ease
1. Approach Each Client Situation in a "Charge Neutral"
Manner
After being at an event for an hour you still find yourself wandering
the room saying hello to many different people without ever
engaging in a full conversation.
Don't you just hate those feelings you have when you are in
someone's company but you've got nothing to say?
Do you HATE the silence?
Conversational Skills
Why work on Conversational
Skills??
Express your ideas completely and clearly to
build rapport
Self- absorption
Conversational skills
Stage Two: Keeping the Conversation
Going
Dig Deeper.
Remember !!
Listen carefully
You WANT to avoid these looks !!
How can you improve??
Pay close attention to the responses of others when
you're talking.
Record yourself
Activity 29
3 COMMON 1 UNIQUE
Activity 30
Game Show
Activity 31
Each person has to give a 5 minute
presentation on the item that they received
on Day one of training.
Activity
1. Stand