2. Introduction Difference between oral and written
communication Conversational skills Telephone skills Public
speaking Presentation skills Listening skills Questioning skills
Feedback skills Group discussion
3. Effective communication Methods to express thoughts
Managerial management Common function
4. Written communication Oral communication1.nature:Written
communication is Oral communication isformal in nature and it is
rigid. informal and is free from all formalities.Record keeping:
Oral communication doesWritten communication acts not act like
evidence. Recordlike evidence , it is permanent of oral
communicationrecord e.g. letter and cannot be maintained.documents
which can bepreserved for years.Time element: Oral communication
can beWritten communication is made quickly, there is
notime-consuming and slow. wastage of time.
5. Misunderstanding: Oral communication is sometimesThere are
less chances of written misunderstood.communication to be
misunderstoodAccuracy: Whereas in oral communication thereWritten
communication there is more is less accuracy.it may be
casual.accuracy. while drafting letters morecare can be
taken.Language and possibility of change: Language used is more
subject toIn written communication, language change.used is less
subject to change.Utility: a) Is good when a brief message is toa)
Very useful when legal documents be communicated or an order is to
are to be prepared be placed.b) Can reach only literate hence it is
b) Can reach illiterate as well as semi of limited use.
illitrate;hence it can be used effectively.
6. Essential Development of good conversation skills Good
conversationalist are good listeners Benefits Business
environment
7. Looking at the people who are talking. Choosing words that
are not offensive or confusing to others. Giving other people a
chance to talk. Avoid fidgeting, looking away or yawning. Taking
turns in the conversation and saying "excuse me "when interruption
of others occur.
8. Crucial managerial skill Telephone manner and courtesy
Control your voice Pay attention to:a) Pitch-index of your
confidenceb) Volume-should be loud enoughc) Rate-your message wont
get throughd) Quality-essence of warmthe) Articulation -
pronounciation must be clear
9. 4 things to be remembered while greeting: Welcome your
caller Announce the name of your organization Introduce yourself
Let them know you are here to help them. Identify yourself Offer
explanation
10. Pause to prepare to listen Listen as if you will report
Eliminate clutter Choose your time Admit your problem
11. Important method Preparing and delivery Aware of goals
Knowledge about subject matter
12. Speaking from a manuscript Speaking from memory Impromptu
delivery Extemporaneous delivery
13. TIPS FOR SUCCESSFUL PUBLIC SPEAKING: Know the room.be
familiar with the place in which you will speak. Know the audience.
Greet the audience. Its easier to speak to a group of friends than
to group of strangers.
14. Dont apologize. If you mention your nervousness for any
problems you think you have with your speech, you may be calling
the audience attention to something they hadnt noticed. Keep
silent. Concentrate on the message-not the medium. Focus your
attention away from your own anxieties, and outwardly toward your
message and your audience. Turn nervousness into positive
energy.
15. Dress appropriately Project self-confidence Make the
listeners feel comfortable Make eye contact Use nonverbal medium as
well Modulate your voice Speak clearly Use good grammar Choose
words Carefully Be perceptive
16. What is presentation? Presentation is a way of
communicating ideas and information to a group.characterstics of a
good presentation include: Content Structure Packaging Human
element
18. Preparing your presentation Presentation room and visual
aids Rehearsing Appearance and approach Discussion Evaluation
Dealing with nerves Handling Q/A
19. Use large, bold sans-serif fonts between 24 and 36pt Keep
your slides simple The 6*6 or 3*3 rule Choose appropriate medium
for visual aids Creating visual aids Using visual aids
20. Underestimate the sensitivity of an audience. Use
contemporary colloquialisms Touch audience members Be defensive
Lose your temper Talk to yourself under your breath Waste time at
the beginning
21. Basic listening modes: Competitive or combative listening
Passive or attentive listening Active or reflective listening
23. A disparity between the speed at which we normally speak
and the speed at which our brain can process data. A desire to keep
control of the conversation. Difficulty by the listener. A desire
to demonstrate intelligence and skills by trying to give the answer
before fully hearing the question.
24. To avoid listening errors caused by inattention. To avoid
listening errors caused by self-absorption. To reduce listening
errors caused by misinterpretation. To avoid listening errors
caused by focusing solely on facts.
25. principle Good listener Bad listener1.Look for areas of
Seeks personal Turns out dry subjects ,interest enlighten/
information, narrowly defines what is entertains new topics as
interesting. potentially interesting.2.Overlook errors of Attends
to meeting and Ignores if delivery is poor ,delivery content,
ignores delivery misses messages because of errors while being
personal attributes of the sensitive to any message communicator.
in them.Postpone judgment Avoid quick judgments, Quickly evaluates
and waits until passes judgement,inflexible comprehension of the
regarding contrary core message is messages. complete.Listen for
idea Take careful notes and Listen for facts and ideas. uses a
variety of note taking or recording schemes depending on the
speaker.
26. principle Good listener Bad listenerBe actively Responds
frequently Little energy outputresponsiveChallenge Use difficult
material to Avoids difficultyour mind stimulate the mind, seeks to
material, does notspeed enlarge understanding. seek to broaden
knowledge base.Capitalize on Uses listening time to Daydreams with
slowmind speed summer4ises and anticipate speakers, becomes the
messages, attends to preoccupied with implicit message. other
thoughts.Assist and Asks for clarifying information Interrupts,
asksencourage the or examples, uses reflecting trivial
questions,speaker phrases, helps to rephrase the makes distracting
idea. comments.Take notes Take careful notes and uses a Takes
incomplete variety of note taking or note using one recording
schemes depending system. on the speaker.
27. Main types of questions: Factual questions Interpretive
questions Evaluative questions
28. Direct questions Return questions General questions
Hypothetical questions Probing questions The echo questions Leading
questions Strategic questions Powerful questions Effective
questions
29. The ability to give and receive feedback is the most
important communication skill that helps in working through any
problem. Use softeners and tell the person what SPECIFIC behavior
would be useful for them to change and improve. Always use
softeners like `I wonder if,`perhaps you could. Do not use command
words like you should.,`you need to.
30. How to give effective feed??? Clarity Emphasize the
positive Be specific Focus on behavior rather than the person Own
the feedback-use `I statements. Generalizations Be very careful
with advice
31. Be descriptive Avoid using labels Don`t exaggerate
32. To get the story behind a participants experiences. Focus
Open-ended questions are asked.
35. Sequence of questions:1) Get the respondents involve in the
interview as soon as possible.2) Before asking about controversial
matters, first ask about some facts.3) Ask questions about the
present before questions about the past or future.
36. Wording of questions: Wording should be open-ended
Questions should be as neutral as possible Questions should be
asked one at time Questions should be worded clearly Be careful
asking why "questions
37. Guidelines for facing the job interview:1. Tell me about
yourself2. Where do you see yourself in five years3. Who are your
favorite references4. Have you ever owned your own business5. What
is your greatest strength6. Are you a risk taker7. Are you self
starter8. How well do you handle change9. How do you react to
criticism from supervisors that you consider to be unjust10. How do
you resolve disputes with co-workers and handle conflict
38. Group process or team building exercise Used in the
selection process Team player Reasoning ability Leadership
Flexibility Assertiveness
40. Positive interdependence Face-to-face interaction and
advocacy Individual accountability Group processing
41. Getting started how to reframe disagreements in
constructive way Common mistakes in group discussion Quality v/s
quantity Egotism showing off Get noticed-but for right reasons
Managing ones insecurities