Communication / JAIN University, PhD, Research, HR and Management, PhD.... Bagali MM /...

professor of strategic HRM,Brand Ambassador, Asian HR Board, India

mm.bagali@jainuniversity.ac.inwww.linkedin.com/in/mmbagali

CMS Business School / Bangalore

mm bagali, phd

CMS Business School / Bangalore

communication skills for better results in business

communicate for great results

CMS Business School / Bangalore

thanks

SDM CollegePrincipal

Dr. S B Mallur, PhDTeam

CMS Business School / Bangalore

we are with 55000 students as on 2013 / 8 campus / 4000 staff and supporting

CMS Business School / Bangalore

Future Work Skills 2020 Institute for the Future for

the University of Phoenix Research Institute / Palo Alto, CA

1 . Sence making

2. Social Intelligence

3. Novel and Adaptive thinking

4. Cross Cultural 5. Computational Thinking

6. New Media Literacy

7. Design Mind set

8. Communication 9. Communication 10. Communication

CMS Business School / Bangalore

successful businessRight human resources

Right resources

Right communication methodology

CMS Business School / Bangalore

As with any journey, success is usually determined by the degree of ....

preparationpreparationpreparation

CMS Business School / Bangalore

55% of what people perceive of others comes from body language and facial expressions

38% comes from tone of voice

7% is based on the actual words people use

FACTOID

CMS Business School / Bangalore

Key to effective Communication

Strategy Structure

Delivery

Visual Aids

Purpose

CMS Business School / Bangalore

For what we communicatein Business

Transmitting IdeasFactsFeelingsThoughtsAspirationsValues

OpinionsSelling the ProductMarketing Your OrganisationInspire MotivateBoast(ing)

CMS Business School / Bangalore

Structuring your communication

Non Verbal

How you look to the people

Body language

How you sound to the people

Oral Communications

Establishing Credibility

Written Communication

How are you perceived by the people

CMS Business School / Bangalore

Listening: A way to communicate

CMS Business School / Bangalore

Guidelines for effective Listening

Establish rapport

Appropriate silence

Acknowledge valid points

Don’t show…. I know attitude

CMS Business School / Bangalore

How well you tell what you want to tell Effective Strategies in Communications

CMS Business School / Bangalore

Introduce yourself

Opening relate to Central Theme / Meaningful/ brief/ No Negative start/

Plan your talk

Purpose

Decide what to say at what time

Visualize its possible consequences

Arrange your ideas or talk in sequence

Be Clear

CMS Business School / Bangalore

Should build goodwill

Too many technical words / jargon avoid

Too long sentence

Give background

Don’t prejudice…….. have an open mind Avoid Halo Effect

CMS Business School / Bangalore

Be positive in approach

Be polite and courtesy

Be assertive

Be patient

Avoid vagueness

Judge the reaction after or in-between the talk

Be sure your action supports your communication

Listening is part of communication

CMS Business School / Bangalore

Don’t make fun, joke, and lose talk

Few promises make and keep them fulfilled

Thank / Sorry / Excuse / I am sorry…when needed

CMS Business School / Bangalore

Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in communication Language Tips : Critical in 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Critical in communication

Language tips

Be aware of slang

Avoid foul language

Explain acronyms and jargon – not everyone understands it

Avoid sarcasm

Power robbers (“I hope,” “I guess,” “maybe,” “probably”) undercut credibility

CMS Business School / Bangalore

Use Good Speech Habits

Phrases To use

“ One moment please”,

“Yes”, “All right”,

“Good-bye”

“please”

“thank you”,

“hello” and “goodbye”

CMS Business School / Bangalore

CMS Business School / Bangalore

No EGO Solid EYE ContactGood PostureNatural GestureVoice and vocal varietyEffective use of Language and PausesActive Listening involvement

Behavioral Skills in Communications

CMS Business School / Bangalore

Nod the headAppreciationIn between Yes/ NO/ A minuteListen with a purposeHold Anger / TemperSpeak to the PeopleSmile to the PeopleCall People by Name

CMS Business School / Bangalore

Generous in Praise / AppreciationConsiderate Feelings towards othersMake other persona feel importantDon’t critics, condemn or complainAsk relevant questions

brand yourself, As a great communicator

CMS Business School / Bangalore

CMS Business School / Bangalore

Let us look at your Communication

maturity and alertness

27

"Business Etiquette and Communication "

1. Can I send an e-mail communication as a thank you after a lunch meeting?

A. Sending an E-mail thank you is all that is expected

B. The hand-written note is always the best option

C. Just call...it takes so much less time

B

2. At a dinner meeting is it acceptable to leave a cell phone on at the table?

A. Yes, but you should leave on the table

B. Never, the person "in person" should get your full attention

C. Yes, as long as everyone else has theirs left on.

B

3. When being introduced to a person who is blind what should I do?

A. Nothing - wait for the individual to offer their hand

B. Avoid handshaking - but say Hello!

C. Touch their shoulder to indicate your presence and Initiate a handshake

D. Say Hello and wait for the individual to offer their hand

D

4. How long does a person have to return business phone calls?

A. Business calls should be returned within one hour

B. Call after hours and leave a voicemail

C. A maximum of seven days

D. Each person needs to establish their returning calls policy and consistently follow the standards which have been set

D

31

5. If a meeting is scheduled for 9:00am, what time should an employee arrive?

A. No more than thirty minutes prior to the meeting time

B. Not earlier than 8:50am, that gives you ten minutes to get organized

C. Don't be early, they'll think you're over eager.

B

32

6. When is it appropriate to call business associates by their first names?

A. As soon as you feel comfortable

B. Never, always use formal names, don't get too personal

C. Only if the person gives you permission

C

7. If you want to make a good impression on a senior executive when you meet them for the first time, it’s best to:

a. Greet them and tell them about the project you’re working on so they’ll know what you are doing for the company.

b. Appear genuinely sincere and ask them questions about the company and how they became an executive for the company.

c. Appear pleasant and make brief short sentences that focus on them and wait for them to reply

C

8. When making an entrance into an office with people working at their desks, it’s always best to:

a. Do your best to not draw attention to yourself

b. Appear pleasant and greet people by saying hello to those at the desks

c. Walk in a room and stand there and wait patiently for someone to look up and recognize that you need help

A

9. When making a business introduction between two people, the most important rule to remember is:

a. Say your own name before introducing the two people

b. Use the name of the most important person first in the introduction

c. Repeat the names of the people involved in the introduction twice so they’ll remember each other’s names and their proper pronunciation of those names

B

10. You’re attending a conference and you’d like to have the card of a senior executiveyou meet. How do you get it?

a. You offer them your card and ask them for theirs

b. You tell them you need their card so you can remember their name

c. You create an opportunity and establish rapport with them and develop a specific reason for them to ask you for your card in hopes they will offer you theirs

C

11. For leading a successful business meeting, your number one priority is:

a. Making sure you have good attendance and participation

b. Keeping great notes and sending them to everyone after the meeting

c. Creating tasks and accomplishing the agenda in the allotted time

C

12. When giving a compliment, it’s best to:

a. Give a compliment to someone so that many people can hear the praise you are giving them

b. Give compliments to everyone in the office so everyone receives regular praise

c. Compliment specific behaviors regarding work, avoid personal compliments

C

Best Lessons for

Great Presentations

Craft a Story that captures

BOTH ….. HEART and MIND

BRING SOME GOOD

images

have a strong

SCRIPT

create slides to audience say

WOW

tell how this presentation make

LIFE BETTER

Use simple language

FREE OF JARGONS

Have

BULLET points

Don’t just tell us

SHOW US

No other way than

EXCELENCE points

CMS Business School / Bangalore

Improve

Communication Skills

CMS Business School / Bangalore

Know what you want to SayControl FearStop TalkingThink before you TalkBelieve in your MessageRepeat Major PointsFind out what your Listener wantsDefine AcronymsReduce Jargon

CMS Business School / Bangalore

Use HumorUse Anecdotes & StoriesAsk for FeedbackIncrease your VocabularyExercise Tongue, Jaws & LipsMake Eye ContactGesture / PauseVary your VolumeWatch your Tone

CMS Business School / Bangalore

Prepare to ListenScreen out DistractionsConcentrate on the MessageAsk Questions Use Mind MappingWrite a purpose StatementUse an OutlineGet to the point QuicklyExplain abstract WordsUse Gender Neutral LanguageCite Source of Statistical DataIllustrate with Personal Examples

CMS Business School / Bangalore

Express EmotionKeep it SimplePaint Verbal PicturesSuppress EmotionTake NotesWrite Personal NotesWrite more Effective Business LettersUse Short SentencesCommunicate OnlineKeep up with Current EventsRead something InspirationalUse the InternetCheck your PostureDress AppropriatelyVisualize

CMS Business School / Bangalore

Commit to being TruthfulEmpathizeDon’t Take Yourself too seriouslyBe Receptive to New IdeasRespect the other Person’s Point of ViewRecognize the Importance of Stress on CCheck your attitudeUse Good MannersRecognize Condescending MannersAvoid words that HurtChange Abrasive BehaviourHandle Disagreements with TactOrganise productive meetingsUnderstand the Importance of Timing

Present a Good Personal Image

CMS Business School / Bangalore

Some Best learnt Communication lesson at different occassions

Regarding criticism in the workplace, remember to:

a. Give criticism privately so it won’t embarrass anyone.

b. Criticize only a person’s work related skills and avoid offering personal criticism.

c. Offer a patient critique and never criticize anyone.

C. Offer a patient critique and never criticize anyone.

Humour in the workplace is:

a. A great way to occasionally break the stress during a business day.

b. A way to show your character by demonstrating the areas you find humorous.

c. All of the above

c. All of the above.

Anger is a complex emotion that occasionally surfaces in the workplace. When it

does, the best way to deal with anger is to:

a. Train yourself to deal with anger and don’t express it during working hours.

b. Speak your mind regularly so it doesn’t build up.c. Find outlets for your anger such as a walk during

lunch, journaling, counting to ten. If you can’t resolve your anger, get help.

c. Find outlets for your anger such as a walk during lunch, journaling, counting to ten. If you can’t resolve your anger, get help.

Office gossip destroys careers, however, if you’re only listening to gossip:

a. You are not guilty of gossiping, after all, you were just listening and not passing it on.

b. You have a deeper understanding of the complex problems of your associations and can offer help when necessary.

c. You’re just as guilty as the one who is telling you gossip.

c. You’re just as guilty as the one who is telling you gossip.

If you walk into the office of a person you do not know, do you offer to shake their hand?

a. Yes. It’s important to be a gracious guest when entering someone’s office.

b. No. You enter their office slowly (with a pleasant expression on your face) and wait for them to offer to shake your hand; only then do you extend your hand for a handshake.

c. You introduce yourself first, and then you initiate a handshake with them.

b. No. You enter their office slowly (with a pleasant expression on your face) and wait for them to offer to shake your hand; only then do you extend your hand for a handshake.

If you are considered a junior officer in your company and approach a senior officer,

do you offer to shake hands?

a) Yes, it is an excellent opportunity to make create trust and rapport.

b) No. You wait for the senior officer to initiate the handshake.

c) You should only initiate the handshake if the other person is a man. Woman must be allowed to initiate handshakes according to their preferences.

b. No. You wait for the senior officer to initiate the handshake.

When you’ve been left in a waiting room for someone to come and collect you and take you to their office:

a. Use that time to look over the reports you’ve brought with you to give to them.

b. Use the time to relax and return calls or check your voice mail messages.

c. Do nothing except wait expectantly for the person to come and collect you.

c. Do nothing except wait expectantly for the person to come and collect you.

When you are a guest in someone’s office, it is best to:

A. Stay long enough so they can get to know you before you begin talking about business so they’ll learn to trust you

B. Be brief. Offer them leave-behinds. Follow up when you say you will

C. Answer questions you know they’ll ask (before they ask them) and provide them with a full educational opportunity about your product or service

b. Be brief. Offer them leave-behinds. Follow up when you say you will.

Scoring

11-15 Excellent10-14 Good05-09 Average

Less than 04 U only tell

Romance in Communication

What happens and what happened

How old are you

Half past Eighteen

His child was not doing

I was very hot water to hear that my son is missing the bus and is in danger of not climbing into the next class well

75

‘CM’ passed away Dharwad- Hubli Railway Station

(Actually he wants to convey that VIP crossed Dharwad-Hubli Railway Station)

Intended Communicated

• He is a hard worker

• He is good at noting

• I am alone at home

• Don’t sit and work in this Computer

• He hardly works

• He is good at nothing

• I am the only Husband

• Don’t sit on this computer and work

77

In a Bus  Eve Teasing is an Offence,

Passengers are requested to Cooperate

Liquor Shop If you drink to forget everything, Kindly pay us in Advance

On CarAlways drive in such a way that your License expires before you do

78

Attitudes matters in Communication

(Building Goodwill)

- We are shipping your order of 5 July, 2005 this afternoon

+ The Two dozen Corning ware starter you ordered will be shipped this afternoon and should reach you by Sep, 10, 2005

79

- Congratulation…….

+ Congrates on your promotion as Officer, HDMC Corporation. I am pleased to read about it and felt happy about the news

80

- You’ll be happy to hear that your scholarship has been renewed

+ Congrates ! Your scholarship has been renewed

81

-         We provide health Insurance to all employees

+ You receive health Insurance as fill time Employee of the Organisation

82

-        If you don’t understand, feel free to ask me

+ If you have further Questions, feel free to ask or call

83

  -       We cannot sell computers disks in lots of less than 10

+ To keep down packaging and shipment cost, we sell computers disks in lots of 10+ more

84

-          We will perform an investigation of the problem

+ We will investigate the problem

85

Delightful Slips in Communication[Some practical examples]

86

Typist typed “T” in place of “C” while addressing a letter to Chief Minister as ……….Thief Minister

87

Maternity benefit circular by Govt:

…..Every women by whom a claim for maternity benefit is made shall furnish evidence that she has been or that it is expected that she will be conferred by means of a certificate given in accordance with the rules

Replied: Reply in accordance with your instructions, I have given birth to twins in the enclosed envelop

88

A note to Registrar of marriages:

I am signing my marriage certificate;

the previous one was a mistake

89

Lost and found Column

Sir, I am glad to inform you that my mother-in-law reported missing is found at last, is now, dead

90

Classified Advertisement

A piano is offered for sale by a lady with carved oak legs

91

Mother died in infancy

Mother died when I was an infant

get connected

mm.bagali@jainuniversity.ac.in

r

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101

TEN GUIDELINES TO GOOD COMMUNICATION……………

1)    I will be sure I understand what I want to say.

·          What is the real purpose of my message?

·          What do I expect the receiver to do?

102

2)    I will clarify my ideas before I attempt to communicate them.

·         Can I accurately say what I want to say?

·         Am I interesting? Meaningful? ·         How many ideas should I include? ·         What is the minimum number of

ideas I must get across?

103

• 3)    I will state my message as simply as possible.

• Is technical language imperative or would simpler language be better?

• Will the words I use mean the same to the receiver as they do to me?

• Will a picture or graphic help convey the message?

• Have I been as brief as possible?

104

• 4)    I will consider the entire environment affecting my communication.

• What impression does my form of the message convey?

• When and where will the message be received?

• How will the time and location affect the interpretation?

• Is it necessary to use several methods to get the message across?

105

• 5)    I will be aware of the receiver. • Can I capitalize upon his/her known

needs or interests to improve understanding?

• Can I get the message from his/her viewpoint and understand it?

• Am I telling the receiver all he/she needs to know?

106

• 6)    I will consider the overtones of my message as well as the intended message.

• Does the "tone" of the message say more than the basic content?

• Can various interpretations of meaning cause my message to be misunderstood?

107

• 7)    I will provide for and encourage feedback.

• Can the receiver easily tell me what was understood?

• Can he/she ask for more information? • How can someone report personal

feelings/actions resulting from my message?

108

• 8)    I will follow-up my communication.

• When I finished my message, was it complete?

• How will I know when it is complete, how successful it was, or what further steps I'll need to take?

109

• 9)    I will be sure my actions support my communication.

• Do I do as I say?

• Does my body language support my message?

110

• 10)    I will seek not only to be understood, but also to understand. I will be a good listener.

• Do I concentrate when I listen? • Do I understand what the other person is

really saying? • Am I listening or just hearing? • What feedback should I give the message I

hear?