Achieving Excellence in Communication Skills

Achieving Excellence in Communication Skills.

Agenda for the Day. 1. Learning Objective 2. Importance of Communication 4. Elements of Communication 5. Speaking & Expressing 6. Presentation & Body Language 7. Listening – Observing & Feedback 3. Communication Process & Barriers.

[Audio] Information ( Information is Power) Everyone needs info. Employees needs clarity, Bosses needs reports, Customers want Status updates..- Results? Everything depends on Communication..!! Meetings, Phone, emails, verbal, non-verbal, written –reports, sms, text, notices, banners etc etc..!!.

[Audio] LG – Looking Good LKK – Log Kya Kahenge Balaji = all the time wants to please everyone and make his life miserable.

SAY You•vE GOT Be those i" favor say 'Aye.' "Aye." NO ! •r;.ooegr! A •rNovSAA.'o FOR B 10! "Aye.".

E&Z Tech - The Case of “ Shylesh ”. Manmohan - MD, Pawar - Manager Operations Rahul - Manager HRD Shylesh - Software Engineer.

Manmohan -MD, Pawar -Manager Operations, Rahul -Manager HRD, Shylesh -SE Shylesh was recruited by Rahul two months ago as a fresh SE. Shylesh has completed his engineering from a medium size engineering college. He appears to be incredibly bright, intelligent and creative. He is a fast learner and is very hard-working. However, Shylesh is quiet and reserved person by nature. During team meetings, he speaks only when a question is posed to him. Despite having innovative ideas, he feels shy and nervous whenever there are too many people around. Rahul feels that Shylesh has tremendous potential; he just needs a little exposure and fine-tuning. Rahul strongly believes that, given the right opportunities, Shylesh can evolve into a precious asset for E&Z Tech. Pawar is attending project meetings with the Client Representatives everyday in Manmohan’s cabin. Of the other people involved in the ongoing project, one is a new SE, Shylesh . Pawar has observed that Shylesh rarely opens his mouth during the meetings. Shylesh listens attentively, takes extensive notes, but does not contribute any ideas/suggestions to the client. Nor does he express any opinions when the Client raises a question/doubt. Pawar strongly feels that Shylesh’s presence in the room adds no value to E&Z’s interaction with Client..

[Audio] Language Accent Fear Status / Authority / Seniority / Environment No Communication Too many Channels / Protocols of Communication Personal Issues Ego.

nergy. nthusiasm. xcitement. The. 3E. Overcoming from “LG”.

[Audio] Information ( Information is Power) Everyone needs info. Employees needs clarity, Bosses needs reports, Customers want Status updates..- Results? Everything depends on Communication..!! Meetings, Phone, emails, verbal, non-verbal, written –reports, sms, text, notices, banners etc etc..!!.

Communication is a dynamic process…. through this process we convey a thought or feeling to someone else..

60. It is very hot.. 3Hfif. Miscommunication leads to Misunderstanding, Misinterpretation and leads to Disasters.

What do you Understand?. “We need more data” “I did not say you messed up the IBM report” “It’s very hot” “woman without her man is nothing”.

Miscommunication leads to... Frustrations Conflicts – Interpersonal / Intrapersonal Stress Relationship Problems Ego Clash.

Being Proactive. Being Genuinely Interested. Being Open & Non-Defensive.

Sender Stimulus Response -Feedback Receiver Speaks Acts Writes Listens Observes Reads Message.

Effective Communication Leads to. Quicker Problem Solving Stronger Decision Making Increased Productivity Steadier Work Flow Stronger Business Relationships Enhanced Professional Image Improved Stakeholder Response.

Jack 1. What Jack wants to say 2. What Jack actually says.

Learning from the Exercise: What were the Barriers in your Communication Process.

Attitude. Unwillingness to say things differently.

Poor Listening Skills. Selective Attention - Perception - Retention.

Physical barriers. the distance between people. Environment barriers.

Gateway to Communication. Barriers removed is a GATEWAY created. Effective Communication is about Connecting to the other person..

Communication is all about Connecting. Sales Speaking Listening & Observing Reading Writing 30 40 21 9.

[Audio] Communication # Words Quite a few people are surprised at that statement. Communication is definitely not just the words you use. You may have the entire oxford dictionary at the tip of your tongue or may have the president's pin for the biggest vocabulary and still be a bad communicator because you had this wondrous idea that communication means words and more words. In reality, good communication skills are opposite; it is using lesser words and obtain a greater impact. Communicating well involves using multiple channels that we human have developed over the centuries. Some of them are primal in nature like the body language and some of it acquired over years, like the tone of your voice and then we have the words. Words actually contribute to about 7% according one famous research. Let us not contest the academics or try to prove that this percentage is correct. The important point is that, communication is made up of more than just words and until you realize that, your chance of becoming good at influencing others is quite slim..

Communication needs to be. To Communicate you have to.

Key Points to remember while Speaking. Do not be in a Hurry Think and Speak, rather than reacting Understand where to Pause Know when to speak and when not to speak Check your tone, volume, voice & accent Ask Questions to clarify, Get to the point Use Examples & Neutral Gender Use KISS (Keep it short & simple) Mind your Body Language – Non Verbal.

[Audio] Let participants stand in silence with eyes closed for a long time ( 2 to 3 mins). After a few mins ask them how they felt. Debrief on the discomfort when there was no- communication how they felt?.

[Audio] REMEMBER YOU ARE ON STAGE FROM THE VERY BEGINNING TO THE VERY END. Look around the audience and fix on one person for a short time – maybe a second – and then move on. Show them that you are trying to include them all. Be careful with your hands and look out for repeated mannerisms that can annoy dreadfully. Example of an amateur play. One male character was always fiddling with the small change in his pocket to the extent that one felt it was something important in the play. It wasn't, it was just a nervous habit that spoilt things. You want them to concentrate on what you are saying and not on what you are doing with your hands..

Key Points in Non Verbal Communication. Presence & Personality Posture & Gestures Facial Expressions Dress Touch Space Time & Timing.

Listening : A Lost Art. 7 . Listening – Observing & Feedback.

When you REACT you EXPOSE yourself. abstract.

Listening is Hard Work and requires Effort. Preoccupation or “do Not pay Attention”.

More Barriers to Listening. Distractions such as co-workers, noise, side conversations, Laptop, Mobile etc. Thinking about the previous Customer call Worrying about the next customer call or work in general Stress Getting involved emotionally, instead of logically Thinking about personal issues Boredom.

Flaws in the Listening Process. Selective Attention Selective Perception Selective Retention.

The Three Levels of Listening. Turned Off Turned On Tuned In.

What Is The Difference?. Passive Listening Listening, but not responding Selective Listening Listening to what you want to hear / what interests you Active Listening Listening and comprehending everything and giving a feedback.

Don'ts. Don’t be preoccupied. Avoid advising, diagnosing, criticizing, judgments & reactions.

Key Points to remember while Listening. Prepare to Listen Focus on the Speaker Screen Out Distractions Concentrate on the Message Ask Questions to clarify.

Ask for Permission. Don’t give vague or unsupported feedback.

Active Listening. View feedback as unique learning opportunity.

Summary of what we have Learned. 1. Learning Objective 2. Importance of Communication 4. Elements of Communication 5. Speaking & Expressing 6. Presentation & Body Language 7. Listening – Observing & Feedback 3. Communication Process & Barriers.

Perfection is the enemy of Excellence. Strive to be an Excellent Communicator rather than "perfect“. You will make mistakes. Correct them and continue to improve without being LG..