3. Purpose of communication
In groups list the purpose why we
communicate and identify the aims of good
communication.
List the different forms communication
takes.
4. To Achieve Targeted Perception
To get an action
To change a behavior
To ensure understanding
To persuade
To get & give information
8. Speaking Skills
Having clarity on the purpose
Logically arranging the content
Good blend of Emotions and Contents
Language – Vocabulary
Practice
Speaking itself
9. Exercise
What You Will Speak ?
Launching a new product to the Doctor.
Presenting a Gift (Kitchen Utility item) to the
Customer.
Taking Feedback on new product from customer.
Introducing your FM/RM/ZM to the Doctor/Chemist.
On telephone giving feedback on product campaign
to your FM.
Inviting a doctor to attend a CME.
10. Writing Skills
ABC of good writing :
-Accuracy
-Brevity
-Clarity
Write Up should be simple and clear
Plan the sentences and their sequence
Write-up should be simple and clear
Should be written neatly
Prepare a draft first
Read and re-read
Ask some one else to read
11. Letter should contain:
- Who is Who
-Subject
-Salutation
-Body of the letter
-Summarize
-Close
12. Exercise
Write a letter to your outstation doctor regarding
availability/non availability of your product.
Write a letter thanking your doctor for giving prescription of
new product.
Write a letter to your FM regarding successful product
campaign.
Write a letter to FM asking his permission to include a
potential customer in the SVL.
Write a letter to avail leave as you are going to attend a family
function to your FM.
13. NON-VERBAL ANALYSIS
Take each of the gestures listed below. What message is the person giving us
through them?
BEHAVIOUR MESSAGE
YAWNING ‘I’M FEELING TERRIBLY BORED
TURNING UP THE NOSE ………………………..
CROSSING THE LEGS ABOVE KNEE ………………………..
SITTING ON THE EDGE OF A CHAIR ………………………..
RUBBING THE NOSE ………………………..
SCRATCHING THE HEAD ………………………..
RAISING AN EYEBROW ………………………..
CROSSING THE ARMS AT THE CHEST ………………………..
BITING THE LOWER LIP ………………………..
CRACKING THE KNUCKLES ………………………..
STROKING THE CHIN ………………………..
14. COMMUNICATION
(The Barriers – Originating from the Receiver’s side)
• Not paying attention
• Preconceived notion about the speaker
• Mind reading
• Passivity
• Selective listening
• Interfering
15. COMMUNICATION
(The Barriers – Originating from the Sender’s side)
• Bad timing
• Inappropriate medium or language
• Inappropriate non-verbal communication
• Inappropriate style, tone, gestures etc.
• Too much or little (Failing to define message)
• Aggressive or submissive
• Message vague in sender’s mind
• Relying on False assumptions like
•(Everyone; holds your view point/has same meaning of a word)
16. Listening
Listening is:
Hearing words and tones
seeing non verbal clues
perceiving feelings
encouraging the speaker
demonstrating you are listening and are interested
paraphrasing
ask relevant questions
18. In contrast to...
rationalizing - adding your reasons to the
feelings
questioning - motives and reasoning
supporting - prematurely
defending - other players
judging - motives, reasoning or
personality
parroting - restating in exact manner
19. Goals of Listening:
Clarify content of the message
Verify any non-verbal messages
Gather additional information
Provide a genuinely personal response
Promote problem solving behavior
20. Other Listening and Responding Skills:
Ask questions to clarify content
Use empathy to reflect and share feelings
Provide encouragement and feedback
Summarize content where appropriate
21. Communicating
Speak slowly
Use simple language
One question at a time
Give one piece of
information at a time
Use gestures
Listen and be patient
Encourage other person to:
To speak as able
Reduce
distractions/background
noise.
Do not shout
write things down
22. Proximity/personal space
Proximity( the physical
distance between 2
people)
Orientation(the physical
angle at which one
faces another)
Movement (influenced
by physical setting)
informal
(status,relationship,age)
Fixed features unmoveable
boundaries
Semi-fixed distance
between people furniture
can be moved
Territorial
fixed feature space used for
maintaining/regulating
social interactions. Only
enter by invitation.
23. Summary
Communication is:
Person to person, group
to group.
It Conveys:
Facts, information,
moods, attitudes,
feelings, values.
It is dependant on:
It’s context, codes,
culture/backgrounds,
responses and co-
operation
Communication aims to:
Place the client in the centre
Give information/explanations
provide social interaction
Remove fears/provide support
Remove feelings of isolation
encourage and motivate
prevent /deal with aggression
prevent misunderstandings
24. Communication Skills for Professional as Senders
Send clear and complete messages.
Encode messages in symbols the receiver
understands.
Select a medium appropriate for the message AND
monitored by the receiver.
Avoid filtering (holding back information) and
distortion as the message passes through other
workers.
Ensure a feedback mechanism is included in the
message.
Provide accurate information to avoid rumors.
25. Communication Skills for
Professional as Receivers
Pay Attention to what is sent as a message.
Be a good listener: don’t interrupt.
Ask questions to clarify your understanding.
Understand linguistic styles: different people speak differently.
Speed, tone, pausing all impact communication.
This is particularly true across cultures.
High vs. Low Context
Be empathetic: try to understand what the sender feels.
Listen carefully
