Welcome To Day 2

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Give me a

HIGH FIVE

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Breathing Exercise

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Reflection Time - Day 1

• Any clarifications required for any of the topic

covered yesterday?
• Share your top 3 learnings of day 1?

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Basics of Business Communication
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Learning Objectives

At the end of this unit, you will be able to:

• Identify structure of communication

• Develop active listening skills
• Appreciate the role of body language in communication
• Recognize the impact of professional grooming and etiquette

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WIIFM – What’s In It For Me

Convey and understand the

Message Effectively

Foundation of the
Relationship and
business
Leads to the
appropriate action

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Activity Time

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Activity – Tear The Paper

Material Required: 1 A4 size paper

Follow my instructions

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Learning from the Activity!

• What do you learn from this activity?

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Communication Flow
Communication Flow

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Time to Watch a Video!

∙ Video Topic: My Computer

∙ Video duration: Around 1 Minute
∙ Make a note of your observations
∙ Share your observations at the end of the video

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Communication Outcome

I am happy I am happy Customer is

Customer is not happy happy

I am not happy Customer I am not happy Customer

is not happy is happy

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Points to consider

Tailor your message for a specific audience

Master clarity, credibility, and conviction in your

speech

Create written and verbal messages to attract

attention and get desired results

Nurture key relationships and build trust

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Structuring Communication (5W & 1 H)

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Structuring Communication

Step 1 – Why? Establish the purpose of your communication

Step 2 – Who? Identify your audience

Step 3 – What? Clarify the messages you want to be understood

Step 4 – How? Consider appropriate channels and tools

Step 5 – When & Where? Check for appropriate time and location

Step 6 – How it went? Define how success will be measured

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7 C’s of Structured Communication

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Let’s Practice

Re-phrase the following information, applying 7C’s of Impactful

Communication

Round 1:
• Inform your customers about a change in the process of your company
• Preparation Time: 8 Minutes
• Everybody will put it in one go once I say - GO

Round 2:
• Inform the existing customers about the new product which is recently
launched.
• Preparation Time: 6 Minutes
• Everybody will put it in one go once I say - GO

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21
Activity Time

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Most Memorable Event of the Life!

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Learning from the Activity!

• What you noticed and learnt from the activity?

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Importance of effective listening

2 way
benefit
Higher
Level of Improved
Commitme relationship
nt

Benefits

Reduced
Accurate
Levels of
information
Conflict

Improved
Influence

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Active Listening Skills

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Tip of the Day!

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Body Language
Albert Mehrabian’s Model of Communication

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Body Language

Personal
Body Language Appearance Voice
Distance

A person’s
hygiene and To greet a personal
Body language distance makes Tone is important
includes posture, dress send to the way we
signals to others. people appear cold.
gestures, and On the other hand, communicate.
facial expressions. People make Emotions are
negative not respecting the
personal distance of conveyed
assumptions through tone.
based on a others will have
dishevelled negative
appearance . consequences.

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Unconscious Gestures

• Biting Nails – This may mean insecurity or nerves.

• Turning away – Looking away indicates that you do

not believe someone.

• Pulling Ears – Tugging at ears can indicate

indecision.

• Head Tilt – A brief head tilt means interest. Holding

tilt equals boredom.

• Open palms – Showing palms is a sign of innocence

or sincerity.

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Unconscious Gestures

• Hand Rubbing – One has a feeling of excited

expectations or that one is simply cold.

• Touching the chin – This signals that a decision is

being made.

• Hand on the cheek – Touching the cheek indicates

someone is thinking.

• Touching the nose – People often associate

touching the nose with lying. It can also signal
doubt or rejection.

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Points to Consider

• Relax – Try to relax and implement open body language.

This will help prevent any nervous body signals.

• Watch your hands – Use comfortable gestures when

talking. Do not hide your hands, and try to avoid fidgeting
or touching your face.

• Eye contact – Maintain eye contact, but do not stare at

people.

• Smile – Avoid fake smiles. Give genuine smiles to instil

trust.

• Watch your head – Look ahead; tilting is submissive. Nod

occasionally to signal your interest.

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Guess the Facial Expression

Every member to
do one facial
expression (one by
one) & others to
Guess The Answer

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Discussion

Do you believe in first impression?

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Story of Nizam Vs Rolls Royce

Work on
Your
Grooming,
Don’t create
perception
about
others

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Grooming – Creating First Impressions

Few Perceptions people frame

solely on a personality are

Your professionalism Your Level of sophistication

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Personal Grooming habits

Grooming involves all the following aspects

Hair care

Nail care

Dental care

Professional Attire

Accessories

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Personal Grooming Example

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Grooming Score!

Give marks on grooming to each other from 0 to 10

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Discussion

What are some of the Business Etiquette that you must follow
at your workplace?

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Business Etiquette

Be early

Be prepared

Follow dress code

Avoid interrupting

Be cautious on Body Language

Be attentive

Keep your points simple and brief

Attend the entire meeting

Acknowledge the listening

Takes notes

Follow mobile etiquette

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Q&A

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Digital Ball Game!

• Share your top most learning of day 1 & 2 with

the help of a digital football?
• Let’s Play!

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Summary

In this unit, you learnt about:

• Identifying structure of communication

• Developing active listening skills
• Appreciating the role of body language in communication
• Recognizing the impact of professional grooming and etiquette

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Plan of Action

• What are the 3 things which you will implement from today’s session in your
professional life?

Program Name
How do you feel today?

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Pat on the back

Program Name
 Thank You!
Day 3 Topic: Communication Skills Contd…

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