ACTIVE BUSINESS COMMUNICATION

The Training Process followed by GSGI/Vinsys includes the following:

Features:Following the guidelines of Adult PrinciplesTried and tested for effectivenessProgressive, hands on, experiential learningMulti-Modal Delivery

The Delivery Cycle:Pre evaluationDesign-DeliveryPost evaluation

Facilitators:Expert knowledgeEvaluated and reviewedSimilar past experience

Pedagogy:The study on Pedagogy suggests that training/ teaching should have the following elements, Intellectual quality, connectedness, Supportive classroom environment and recognition of difference.To ensure all of the above the modules designed and delivered within the organization would be built on the methodologies mentioned below. Extensive interaction with the trainer, and with each other, problems faced while implementing the ideal theories in realistic situations, and many more thought-provoking activities would be facilitated in class.A well thought out, day-wise schedule would be rolled out and the trainers would follow it through.

The Methodology:Besides using the experiential model of delivery, our facilitators would use, where required, the following tools and techniques to ensure maximum retention and application: Written Exercises, Games and activities, Role plays and skits, Group discussion, Case Studies, Theories and self assessing instruments where needed.

Plan of intervention The Transition Team Building Enhancing Communication Skills Language Enhancement Skills Presentation Skills Telephone and E-mail Etiquette

The Transition

Objective – By the end of this module, participants will: Understand the importance of transition from campus to corporate life Know that it is one of the major changes in their lives Understand the nuances of corporate life in term of communication styles, business etiquette and team work Learn techniques of effective communication and better team work for smooth transition into corporate life

What change iso Importance of changeo Why is change so hard some timeso Overcoming resistance to changeo Influence of attitude in changeo Changes in business environment

Difference between college life and professional lifeo Attitude Changeo Quick initialization into the organizationo Growth and self-learning

Some of the vital skills necessary for entry level professionals for smooth transitioning into corporate lifeo Communication SkillsFace-to-faceTelephonic conversationEmail writingo Business Etiquetteo Team work

The importance of Communicationo Through a game the entire concept of communication is unearthed

The process of Communicationo Things to keep in mind while sending a message: 7 C’s of effective communicationo Things to keep in mind while receiving a message: Active listening, conversational flowThe barriers of Communicationo Intrapersonal barriers: Perception, biases, mind setso Interpersonal barriers: Environmental factors, feedback, language

Techniques to overcome the barrierso Listening Power: An exercise to help understand the reasons why we don’t listen, the importance of listening, How to improve listeningo Questioning and Paraphrasing

Corporate Etiquetteo Introduction, Hand-shakes, Giving and receiving visiting cardso Grooming: Formal and informal occasionso Etiquette for using office equipments: Copying machine, elevator, phone, internet etco General day-to-day office etiquette: usage of cell phones, ring tones, hygiene-wash room etiquette, behavior at the social events in the officeo Dining etiquette: in cafeteria, during client meetings

Team Building

Objective – By the end of this module, participants will: Recognize traits of an effective team player and develop those to be an effective team players Understand group dynamics to resolve conflicts effectively Understanding individual preference with respect to conflict resolution style through self assessment tool. Understanding individual relationship orientation in a team context Enhance one’s level of engagement in a group process to contribute to team effectiveness

Understanding selfo Self Analysis: Self awareness and Self Regulationo Learning to bridge the gaps between actual and perceptual facts about selfo Enlarging upon the circle of influenceo Overcoming your fears and anxieties

• Why work in team?o Group V/S Teamo Importance of working in a team

Team Roles – The Belbin role modelo Setting goalso Communicatingo Involvingo Supporting

Working individually and contributing as a membero Personal goals aligned with functional goalso Looking at Deliveries and Super-ordinate goals (Customers, deliverables, Targets etc)o Knowing values / expectations + Group Ruleso Common Purpose / Align them to organizational requirements

Understanding Team Collaboration & Relationship Buildingo Steps to ensure successful team worko Johari Window: Importance of communication, receiving and giving feedback, on-time.o Independence : Circle of Concern and Circle of Influence in deliverieso Conflict Management (Thomas Kilmann)o Strengthening Relationshipso Gain Co-operation

Objective – By the end of this module, participants will: Understand the importance of communication Understand the process of communication Understand the verbal traits required for a communication Be able to overcome the barriers of communicationWhat is effective communication?Difference between Communication and Business CommunicationImportance of effective communication in business meetings and presentationsFactors that affect the process of communicationo Attitude and its implications

Verbal traitso Languageo Wordso Accento Volumeo Voiceo Pitch

o Intonation

Non verbal traits / Body languageo Studies of Albert Mehrabian on body languageo Gestureso Postureso Eye contacto Proximity

Barriers to effective communicationo Emotional barriersPerceptionsMental filtersPrejudicesStereotypingo Environmental barriersNoiseChoice of channelDistractions

Overcoming the barrierso Evaluating our communication styleso Dynamics of being Confident - effective speech and body language

Internal-External Conversational Flowo Being an attentive listenero Ask an open ended questiono Listen actively and paraphrase for better understandingo Giving relevant feedback

Presentation Skills Objective - By the end of this module, participants will: Know how to plan and design a presentation Be able to manage nervousness Demonstrate better audience handling techniques Pre requisite: Participants will be asked to prepare a Presentation on any Non-Technical Topic

Planning and designing a presentationo Using the persuasion formula to quickly sort and organize ideas for impact.o Honoring the creative process during “off” moments

Presentation structure, style and languageo Preparing a presentation within strict time constrainto Establishing the key message

o Applying the structure and style effectively

Handling the aids / Preparing a powerful presentationHandling yourselfo Using mental and physical techniques to channel nervous energy positivelyImpressive voiceo Learning to slow downo Using pauses for effecto Eliminating verbal fillers

Handling the audienceo Building rapporto Listening between the lineso Developing greater command of your audienceo Avoiding words that create negativity

Handling questionso Mechanics of fielding & answeringo Maintaining controlo Strategies when answer is unknowno Maintaining credibility

Participant Presentations and Feedback from the trainer on the same

Telephone and Email Etiquette Objective – By the end of this module, participants will: Understand the nuances of telephonic communication Learn the techniques to handle telephonic communication Learn the techniques of telephone etiquette Learn the techniques of teleconference Be able to apply above learnt techniques in Business SituationsIntroduction to communicationProcess behind communication

Factors hindering communicationo Emotional barrierso Environmental barriers

Conversational flowTelephone Etiquetteo Greetingso Sending SkillsClarity, repetition, seeking clarifications, concise speech

o Receiving skillsQuestioning techniques, attending skills, use of vocals for feedbackHandling objections and complaints / irritations / anger.o Steps to handle a callo Handling conference callso Looking at pre call issues, during call etiquette and post call tasksUnderstanding Conference call etiquetteLooking at Tone, Pitch and other vocal factorsManaging a call as a chair person , an important member or an employeeProtocol during a callManaging multiple speakersManaging the agenda, time and problems in a con call(Hands on call practice) - Customer oriented interactionso Applying conversational flow during a callActive ListeningParaphrasingQuestioning/ Probing

The mechanics of professional writingo Accuracy, brevity, clarityo Professional vocabularyo Toneo Using the “u” point of view

Clarity in languageo OIA/C format of documentation

Writing persuasively –Use the S.A.L.E.S methodo Start by getting your readers attentiono Add the background essentials and unique featureso List benefits from the receiver’s viewpointo Evaluate and counter possible objectionso Sign off with call to action

E-Mail etiquetteo Precise subject lineso Forwarding messageso Greetings and closures

E-Mail sending skillso Structuring the messageo Managing problems of perception

E-Mail receiving skillso Response time and styleo Referencing

o Commitment to actiono Use of ambiguous words / statements

Writing /dealing with sensitive messageso Rejecting an ideao Refusing a favoro Refusing a claimo Bad news about operations/process/feedback/quarter resultsPage 10 Training Plan

English Language EnhancementObjective - By the end of this module, participants will be able to:• Discuss the importance of speaking correct English• Review the employment spoken English• Review the application of techniques of framing sentences• Analyze how to articulate confidently• Constructing Grammatically Correct Sentences Parts of Speech Nouns and Pronouns- their usage Verb and Adverb- their usage Prepositions- place, time and direction; their usage Conjunctionso Tenses Types of tenses and their appropriate usage while speaking Common errors in tenseso Articles• Constructing Grammatically Correct Sentenceso Subject verb agreemento Sentence structure – the three ruleso Noun number alignmento Understand the usage of word order for effective sentence formationo Vocabulary building•• Practicing Business Speako Use of appropriate modal verbso Direct and indirect speecho Active- passive voiceo Paralanguage• Practice Sessions On Day-To-Day Work Related Situation - Role Plays• Introduction to accent neutralizationo Understand the 44”sounds” in the English language

• Consonants soundo Sound v/s letterso Types of consonants

o Voiced and unvoiced

• Vowel Soundo Typeso mono-thongso Diphthongs

• Listening to the sounds• Syllableso Comprehension through SyllablesTraining Plan Page 11o Number of syllableso Rules for syllable stresso Rules for word stress

Practicing Fluency – Thinking And Speaking In Englisho Small talko Greetings and introductionso Describing peopleo Giving instructionso Asking questionso Sharing informationo Giving detailso Asking for informationo Explaining situations

• Indianism And Common Errors In Speech• Transformation Of Sentences