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 communication
1.nature:
Written communication is Oral communication is
formal in nature and it is rigid. informal and is free from all
formalities.
Record keeping: Oral communication does
Written communication acts not act like evidence. Record
like evidence , it is permanent of oral communication
record e.g. letter and cannot be maintained.
documents which can be
preserved for years.
Time element: Oral communication can be
Written communication is made quickly, there is no
time-consuming and slow. wastage of time.
5. Misunderstanding: Oral communication is sometimes
There are less chances of written misunderstood.
communication to be misunderstood
Accuracy: Whereas in oral communication there
Written communication there is more is less accuracy.it may be casual.
accuracy. while drafting letters more
care can be taken.
Language and possibility of change: Language used is more subject to
In written communication, language change.
used is less subject to change.
Utility: a) Is good when a brief message is to
a) 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 confidence
b) Volume-should be loud enough
c) Rate-your message wont get through
d) Quality-essence of warmth
e) 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. Don’t 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
hadn’t 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 listener
1.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 listener
Be actively Responds frequently Little energy output
responsive
Challenge Use difficult material to Avoids difficult
your mind stimulate the mind, seeks to material, does not
speed enlarge understanding. seek to broaden
knowledge base.
Capitalize on Uses listening time to Daydreams with slow
mind speed summer4ises and anticipate speakers, becomes
the messages, attends to preoccupied with
implicit message. other thoughts.
Assist and Asks for clarifying information Interrupts, asks
encourage 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 participant’s
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 yourself
2. Where do you see yourself in five years
3. Who are your favorite references
4. Have you ever owned your own business
5. What is your greatest strength
6. Are you a risk taker
7. Are you self starter
8. How well do you handle change
9. How do you react to criticism from supervisors that
you consider to be unjust
10. 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