26-Jul-16

Activity 1

COMMUNICATION
You have 60 Seconds
FOR SUCCESS !!!

Pracena Varghese

Activity 2 Activity 3
Take any item out of the bag
The Spiderman Web Game Keep it safely with you.

Activity 4

So What is Communication???
Three groups
Team A Team B Team C

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Activity 5:
Communicating: Vital aspect
of management
How Effective Are Your
In short, it's signaling. Communication Skills?

The transmission, by
speaking, writing or
gestures, of information
which evokes
understanding.

When is Effective Communication Important?

Types of Communication
Teaching a class Yearly Appraisal
Verbal
Asking for a raise
Oral - person to person ; Over the Job Interview
Telephone ; Meetings At a Business
dinner
Group discussion
Written - E-mail ; reports ;
Presenting
your idea
Nonverbal Team Meetings
Brain storming
Expression Issue Instructions sessions
to your staff
Body language
Thank you
Speeches Client interaction

Activity 6
The 3 Ms of Effective Communication
Attention Seekers !!

Messenger
Medium
Message

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Ask yourself !!
Messenger
How do you
communicate

How have you dressed?

Have you done your

homework?

Activity 7 Which one are you ?

Submissive
Picture this:

Assertive

Aggressive

Styles of Communication
Activity 8 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

Styles of communication
Feel like you are being You are not taken for
taken for granted granted.
High Stress No stress a sense of
calmness and maturity
prevails
Take too much account of Recognize the other
the other person's rights person's rights to be heard
Feeling of guilt Can say No without feeling
guilty
People around you feel like
they are being taken for
granted
High stress
Other person's rights don't
matter
Can say No without feeling
guilty

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Examples Activity 9
Aggressive
"If people produce rubbish, I have every right to tell them so"
"She obviously doesn't care. That's typical of young people How assertive are you?
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 10 Dressing for Success

Managing perceptions
There are 3 sides to self image:

1. As you see yourself.

2. As others see you.

3. As you truly are.

Dressing style = First perception !! Business Attire

Three basic things you need to consider :
Some of the perceptions people can form
solely from your appearance are:

Your professionalism. 1. Your Line of Work

Your level of sophistication. 2. Your Corporate Culture
Your intelligence. 3. Your Audience
Your credibility.

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Before you buy something to wear to

work, ask yourself: What look does this convey??
Is it appropriate for the kind of job I have?
Is it a fad or will it hold up as a basic
wardrobe foundation?
Does it fit properly?
Will I stand out (in a positive light) if I wear
it to work?
Do I feel successful and confident wearing
it?
Would my boss wear it? Authoritative, Conservative, and Competent.

What look does this convey??

What look does this convey??

Trustworthy, Approachable, and Knowledgeable.

Casual , Creative, Unique, and Contemporary

Business Casual vs. Business Formals !! Business Casual vs. Business Formals !!

<<Business Casual <<Business Casual

Business Formal >> Business Formal >>

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But its MY style statement !! Activity 11

What do YOU think when You see:

I am like this onlyMIND IT !!

1
Final Thoughts on Apparel

NEVER under estimate the power of first impressions..

Dress appropriately for your surroundings

Conservative colors are always safest.

Underwear stays UNDER your wears !!

Never go extreme !!!

YOU NEVER get a

second chance to make a
FIRST IMPRESSION

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Activity 12 Preparation
Do your homework
The Sandwich technique research.

Ensure that all possible

questions will be covered.

Always do a dry run with

yourself !!

Never Assume Anything !!

Medium
Verbal :

Medium face to face

Telephonic
E-mail
Non-verbal
Expressions
Body language

Verbal Activity 13
Who wants to be a Who wants to be Tarzan...
lawyer
Not what is said but how it is said. TO LOOSEN UP
INFLECTION

Me Tarzan,
Changing emphasis or our tone of voice. I see,
me king of the jungle,
I hear,
me call lion
I understand,
come here lion,
I feel,
me call elephant
but I dont agree with this,
throw it out come here elephant

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Who wants to tell Who wants to sell a

product
Dennis Who wants to be a Cushion

VOICE TO BECOME MORE

EXPRESSIVE
Disagree Agreeably
The floor is so dirty,
Dennis, the stains wont go, I hear you saying...
dont you ever ever its time for a change, I understand...
ever with clean and glow. I appreciate your view...
let me catch you Just shake it up, and pour it down, Thats an interesting point of view...
using my toothbrush WOW,
on your dog it looks so good,
with Clean and Glow,
Clean and Glow, Clean and Glow

Avoid Activity 14
You Said it.
But...
However... Show me the money!!
Nevertheless...
No(sometimes you need to use this!!)

Syllable stress Activity 15

I am content with the content of this Stress it out !!!

training

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Its not about Accent Its about Clarity RSVPP this !!

RSVPP Woman without her man is nothing.
Rhythm
Speed
Volume
Pitch
Pause

Pay attention to: Communicating With Questions

Tone/inflection Open ended
Timing
Close ended
Speech Errors

Accent
Leading

Emphasis

Four suggestions for more productive

Activity 16 questions:
1. Ask questions that elicit detail. These are often "What?"
What was that again?? questions.

2. Ask open questions that require more than a Yes or No.

These are What, Why, Where, and How.

3. Ask some questions that are a little bit surprising or

"edgy.

4. Use some "If?"

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Words Activity 17
Keep it brief Read the following Emails closely
Keep your language simple

Slang or profanity is neither

correct nor effective

plan your conversation

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General Format: The Basics

Write a salutation for Use caps when

each new subject email.
Try to keep the email
brief (one screen length).
Return emails within the
same time you would a
phone call.
Check for punctuation,
spelling, and grammatical
errors
appropriate.
Format your email for
plain text rather than
HTML.
Use a font that has a
professional or neutral
look.

Don't write when you're angry. SO REMEMBER !!!

Use clear subject lines. Plz Don't Abbrvt
And Your Point Would Be...?
Change the subject line if you
What's In a Name?
change the topic of a thread.
Mind Your Manners
Dont hit the Reply All button if not Do not Reply All
required Spelling Counts... Grammar Too
Don't Get Too Attached
Fill in the To recipients only
AFTER drafting the mail !!

When Email Wont Work

Make a phone call.

When you are delivering

very delicate news then the
best way is still face-to
face.

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Telephone etiquette Ask Yourself !!

How do you feel when a business doesnt answer the

phone until after many rings?

How do you feel when someone says, Please

hold? and not give you time to answer.

How do you feel when you can hear a lot of noise in

the background and you know the person you are
Sound/Look familiar? speaking with is distracted?

Role Play Scenario One

Activity 18
Name: Mrs Rose Woods

Role plays Address: 165 Pell Street,

Richmond Estate
Gurgaon, Haryana -2880
# 4014329 / 9877221899

Situation: Calling doctor John Smiths office to

make an appointment for her very ill
son. The doctor has a very tight
schedule, you need to call her back
to confirm/ reschedule the appointment.

Role Play Scenario Two 11 Most Frequent Caller

Name: Mrs Rose Woods
Complaints
1. "The telephone rings for a long time before
Address: 165 Pell Street,
Richmond Estate it is answered."
Gurgaon, Haryana -2880 Try to answer calls within 3 rings.
# 4014329 / 9877221899

2. "They place me on hold for sometimes, it

Situation: You are now calling Mrs Rose Woods to
reschedule the appointment for the next day. You could
recommend medication/another doctor if the situation is
bad.
seems, hours.
If you find yourself placing many calls on hold,
write down the name of the caller and a brief
description of what they are calling about.

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6. "If I call the wrong department for help, they don't give me
3. "The line is busy for hours it seems. suggestions to where I should be calling, they just say, 'I don't
know, not our department.'

Try to keep calls short. It could happen that your number is similar to another department.
Rather than hanging up on a caller or saying you don't know, try to
be helpful (within reason).
4. "They are very rude and get offensive when asked
their full name or sometimes just won't give it. 7. "They don't clearly listen to my needs before they transfer me to
the wrong person.
Try to stay pleasant.
Listen to the caller carefully!
5. "They let me talk on and on only to realize that 8. "Sometimes they disconnect me while transferring my call.
they're not the person I should be talking to.
Be careful when transferring a call.
Politely interrupt the caller if you are unable to help them

Greet The Client/ Customer

9. "They told me to call back, but never gave me a

name or number or division to ask for. Identify yourself and your company

If you tell a caller to call back later, tell them which

number to call.
State the Purpose of the call
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. Note down all
relevant
Use the hold button! information. Pause

11. "They answer with an aggravated voice, as if I

disturbed them by calling.
Warp-up/ summarize/close
Remember that it may be your 99th call for the day; but the call by thanking the client/customer
its still the callers first call !

Conversation Techniques
Acceptable Responses
Be an ACTIVE listener
What You Mean: Tell the Caller: Verbal nods
"He/She is not in the office at the moment. Would you like
"He/She is out."
to leave a message on his/her voicemail?"

"I don't know where he/she is."

"He/She has stepped out of the office. Would you like to
leave a message on his/her voicemail?"
Thats right
"He/She has stepped out of the office. Would you like to Excellent
"He/She is in the men's/ladies room."
leave a message on his/her voicemail?"

"I expect him/her shortly. Would you like to leave a message

Thats perfect
"He/She hasn't come in yet."
on his/her voicemail?"
All right
"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?"
Sounds good.
"He/She is unavailable at the moment. Would you like to
"He/She doesn't want to be disturbed."
leave a message on his/her voicemail?" Okay
"She is unavailable at the moment. Would you like to leave
"She is busy"
a message on his/her voicemail?"

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Avoid Verbal Barriers to Communication

Activity 19

What's in the bag ??!!

Activity 20 Body Language

How Important is body language? Eye contact
Facial expression
Postures and gestures
Personal biases and prejudices
Personal space
Orientation

Activity 21: Activity 22: The proper handshake

The Handshake !! Start with eye contact and a
smile.
The Limp Fish
Go for the thumb.
The Wrestler
Firm, not strong.
The Cup Up and down, not back and
The Finger toucher forth.
The Cling-on Adjust duration.
The Oh-too-personal
Consider your left hand.
Close with eye contact and a
The proper handshake
smile.

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A few Tips on Great Body

Activity 23
Language !!
I See What You are Saying
Use eye contact.

Avoid too much movement.

Smile Use expressions and hand movements.

Hold your hands open and wide apart to show sincerity and honesty.

Ensure your body language communicates "I am glad to be here"

Remember !!!

Only 7% of the impact you make comes from the words

you speak.
Message

K-I-S-S

Message Barriers of communication

What information do you wish to convey? Perceptions; bias or prejudice;
What do you want the other person to do Language differences or accents; MTI /
as a result? Vernacular
KISS Keep It Short and Sweet. Noise;
Worry, fear, or anger; and
Lack of attention span.

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Activity 24 So What is the basis of all communication???

Whats In It For Me?

Listening skills !!!!

Hearing V/s Listening

Most people tend to be "hard of
Hearing- physical process; natural; listening" rather than "hard of
passive hearing."

Listening- physical & mental process;

active; learned process; a skill

You must CHOOSE to participate

in the process of listening.

Listening / Identifying Needs Barriers to Listening

Uninteresting Topics Personal Concerns
Encouragement to the customer
Speakers Delivery Personal Bias
Possession of all the information
External Distractions Language/Culture
Improved relationships Differences
Mentally Preparing
Resolution to differing points of view Response Faking Attention
Better understanding of the customer

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Good listening gains

Bad Listening Habits
Criticizing the subject or the speaker
Information
Getting over-stimulated
Understanding
Listening only for what you want to hear
Listening in return
Not taking notes OR outlining everything
Co-operation
Tolerating or creating distraction
Letting emotional words block message
Wasting time difference between speed of
speech and speed of thought

Types of listening
What is Active Listening???
Simple

Selective

Active

Active Listening 4 Steps Activity 25

1. Listen Shhh say that again??
2. Reflect-Paraphrase
3. Verbal and Non-Verbal Encouragers
4. Feedback

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How does effective communication Double Think

assist with Client interaction?
What do you want? (think)
What does the Customer want? (double
think)
What does the Customer think you want?
(triple think)
Wheres the middle ground?

5 Steps to Handle Client Interactions

Client management With Ease

Know Your Client 1. Approach Each Client Situation in a "Charge Neutral"

Manner
Communicate with the client
Think Like the Client 2. Honor Your Client's Perspective
Escalations
3. Be Curious About Your Clients and Their Issues

4. Ask Powerful, Clarifying Questions

5. Create a Clear Agreement About the Resolution and

Next Steps

Remember Business Networking !!

What is business Networking???
"If we dont take care of our customers,
someone else will."
Author Unknown

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Do you HATE the silence?

Activity 26 - Ask yourself.
In a room full of unfamiliar faces you find the one person who looks
familiar and stick with that person for the duration of the event. Are you worried about what the other person
thinks of you for saying nothing?
At a business-related social event you make the food table or bar
your permanent home.
When they are talking are you too busy thinking
After being at an event for an hour you still find yourself wandering of what to say rather than actually listening to
the room saying hello to many different people without ever
engaging in a full conversation. what is being said?

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 go away wishing "You'd have said this or
that"?

What is the Basis of Great Business Why work on Conversational

Networking?? Skills??
Express your ideas completely and clearly to
build rapport
Conversational Skills
Avoid leaving others in mind-reader mode

Use effective business conversation as a

coaching and performance tool

Come out a winner in any business conversation

Common Conversational Errors !! More Common Conversational

Errors !!
Self- absorption Poor listening

Mature alternative: Ask about others. Mature alternative: Give others their due by
"What kind of work do you do?" Or "Where listening carefully rather than rehearsing your
own thoughts
are you from originally?"

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Even More Common Conversational Many More Common Conversational

Errors !! Errors !!
Breaking the flow
"Me, too!" ploys
Mature alternative: there is no need to contradict
others. You could, however, say something like this: "I Mature alternative: Ask Bill, "What kind of experience
have a different point of view about that issue." That way did you have in Mexico?"
you are not directly contradicting the other person, but
merely stating an alternative view.

Three steps to improve your skills

The grand finale of errors !!
Stuck in one topic

Mature alternative: Mature alternative: Be prepared to

introduce a new topic, or take a detour from the dead Stage One: Meeting New People and
one. Without anyone having that skill, the conversation Initiating New Conversations
will remain stuck.

1. Always say hello and greet people warmly

2. Use an ice breaker
3. Learn, remember, and use a persons name.
4. Prepare, prepare, prepare.

Stage Two: Keeping the Conversation

Activity 27 Going

Conversational skills

1. Show an interest in others.

2. Be a good listener.
3. Dig Deeper.
4. Dont dominate the conversation and dont let
others dominate it either
5. Respect others and their opinions.
6. Weave newcomers into the conversation

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Activity 28:
Business Cards
Never say "just ran out" or Dig Deeper.
"forgot them".

Should be easy to access

Handing over the card

Notate each card collected.

Remember !!
Stage Three: Exiting the Conversation

When someone asks, Hows business? 1. Be prepared with exit strategies.

and Whats going on? Answer with more
than Pretty good , Same old thing, Not
much or Nothing. 2. Wave the white flag

Dont act like youre an FBI agent. 3. Make a lasting impression.

Quick Tips !! You WANT to avoid these looks !!

Smile first and always shake hands when

you meet anyone.

Take your time during introductions!

Maintain eye contact in any conversation

Listen carefully

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How can you improve?? Activity 29

Pay close attention to the responses of others when 3 COMMON 1 UNIQUE
you're talking.

You can ask a few people in private about how you're

doing when you converse.

Record yourself

Activity 30

Game Show

Activity 31 Activity
Each person has to give a 5 minute 1. Stand
presentation on the item that they received
2. Raise your right hand
on Day one of training.
3. Bend it at the elbow

4. Touch the back of your left shoulder several times

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Question Time !!!!

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