6. Effective Communication Improved stakeholder response Stronger decision making Steadier work flow Clearer promotional materials Enhanced professional image Quicker problem solving Stronger business relationships Increased productivity

7. Non - Verbal Verbal

12. Understanding Verbal Communication Styles

20. NON-VERBAL COMMUNICATION Nonverbal Communication in Organizations

21. The study of non-verbal communication examines how messages are communicated through physical behaviour, vocal cues and spatial relationships. NON-VERBAL COMMUNICATION

27. EYE CONTACT

31. FACIAL EXPRESSIONS

34. F ACIAL E XPRESSIONS HAPPINESS “ Whoever is happy will make others happy too.” -Mark Twain

36. F ACIAL E XPRESSIONS ANGER “ Anger is one letter short of danger” Author Unknown

37. F ACIAL E XPRESSIONS DISGUST A disgusting expression on the face is considered negative and should be avoided in formal gatherings.

38. F ACIAL E XPRESSIONS SURPRISE The eye-brows and the eyes are most affected in an expression of surprise.

39. F ACIAL E XPRESSIONS FEAR There is nothing to fear, but fear itself.

45. Avoid these hand gestures

46. Use these hand gestures

47. POSTURE AND BODY ORIENTATION

51. What impression do the following people give you?

52. What impression do the following people give you?

53. P ROXIMITY Proximity is the distance people maintain between themselves while talking.

59. Remember Its Fun to be Good !

60. Let ‘Em Hear you are Listening

61. TWO AND ONE Nature has intended us to LISTEN twice as much as we speak! Listening

63. There are four basic components to effective listening listening with empathy listening with openness listening with awareness listening actively

65. To listen with empathy, try to identify what needs the other person is trying to meet Ask yourself these questions: What is he or she asking for? What need is this person’s emotion(s) coming from? What danger is the person experiencing? Listening with Empathy

67. Listening with Openness To listen with openness, imagine you are a detective trying to get all the facts. You are trying to find the truth. View the information from the perspective of the other person. Consider the other person’s background, culture, history, etc.

72. Remember Its Fun to be Good !

73. LUNCH BREAK

77. Type “A” Personality Vs. Type “B Personality

93. Assertiveness of Response Low High Similarity of Goals Low High Compete Avoid Compromise Accommodate Collaborate

94. Thank You