1. Communication SkillsCommunication Skills
R P Singh, Ph.D.R P Singh, Ph.D.
Development Communication,Development Communication,
GBPUA&T, PantnagarGBPUA&T, Pantnagar

2. Know What You Want ToKnow What You Want To
SaySayThink Before you talkThink Before you talk
Know your messageKnow your message
Get to the Point QuicklyGet to the Point Quickly
Then its easier for the listener to remember what youThen its easier for the listener to remember what you
saidsaid
Know the outcome you want from your conversationKnow the outcome you want from your conversation
Practice the power of persuasion.Practice the power of persuasion.
For successful networking ,plan in advance what youFor successful networking ,plan in advance what you
want to say and what you want to accomplish.want to say and what you want to accomplish.

3.  Practice the power of persuasion.Practice the power of persuasion.
 For successful networking ,plan in advance whatFor successful networking ,plan in advance what
you want to say and what you want to accomplish.you want to say and what you want to accomplish.
 Know something about the people you will beKnow something about the people you will be
talking to.talking to.

4. CONTROL FEARCONTROL FEAR
 Focus on theFocus on the
- Listener ( not yourself)- Listener ( not yourself)
- Message ( not the words)- Message ( not the words)
- Success (not the alternatives)- Success (not the alternatives)
 Visualize a positive outcomeVisualize a positive outcome
 Take a deep breath,relax,and be yourselfTake a deep breath,relax,and be yourself
 Do your homework, know what you want to sayDo your homework, know what you want to say
 Control your negative self talkControl your negative self talk
 Speak from the heart rather than the egoSpeak from the heart rather than the ego

5. STOP TALKING AND LISTENSTOP TALKING AND LISTEN
 Allow your conversation partner to speak.Allow your conversation partner to speak.
 Respect the other person’s point of viewRespect the other person’s point of view
 Concentrate on the conversation. Only hearingConcentrate on the conversation. Only hearing
rather than actively listening will cause you torather than actively listening will cause you to
miss vital informationmiss vital information
 Help individual resolve their own problemsHelp individual resolve their own problems
with patient listening . Individuals have thewith patient listening . Individuals have the
ability to solve their own problems.ability to solve their own problems.

6. THINK BEFORE YOU TALKTHINK BEFORE YOU TALK
 Pause , think and consider what you want to sayPause , think and consider what you want to say
 Choose appropriate words that clearly express yourChoose appropriate words that clearly express your
messagemessage
 Decide on the tone you want from your interchangeDecide on the tone you want from your interchange
 Determine the outcome you want from yourDetermine the outcome you want from your
interchangeinterchange
 Know your audience and if possible , their viewpointKnow your audience and if possible , their viewpoint
and level of understanding about the subject matter.and level of understanding about the subject matter.
 Shape your message to be easily understoodShape your message to be easily understood

7. BELIVE IN YOUR MESSAGEBELIVE IN YOUR MESSAGE
 Speak with passion and convictionSpeak with passion and conviction
 Allow your feelings.delivery,body languageAllow your feelings.delivery,body language
and voice to flow naturallyand voice to flow naturally
 Show your enthusiasmShow your enthusiasm
 Avoid faking it or you risk losing yourAvoid faking it or you risk losing your
credibilitycredibility

8. REPEAT MAJOR POINTSREPEAT MAJOR POINTS
 Know your major pointsKnow your major points
 Paraphrase, as needed, in different waysParaphrase, as needed, in different ways
throughout your conversation to re-throughout your conversation to re-
emphasixzeemphasixze
 Tactfully ask your listener for feedbackTactfully ask your listener for feedback
 Ask questions that will indicate the listenerAsk questions that will indicate the listener
understands your main pointsunderstands your main points

9. ASK QUESTIONSASK QUESTIONS
 Ask questions of your listeners to :Ask questions of your listeners to :
- Clarify your messageClarify your message
- Improve understandingImprove understanding
- Get deeper into the issuesGet deeper into the issues
- Discover motivesDiscover motives
 Show interest by asking questions of theShow interest by asking questions of the
speaker’s ideas and experiencesspeaker’s ideas and experiences
 Avoid questions that pry into personal matters.Avoid questions that pry into personal matters.
Be sensitiveBe sensitive
 When asking questions , frame them tactfullyWhen asking questions , frame them tactfully

10. FIND OUT WHAT YOURFIND OUT WHAT YOUR
LISTENER WANTSLISTENER WANTS
 Ask questions lots of questions.Ask questions lots of questions.
 Use open ended questionsUse open ended questions
 Rephrase questions or responses for theRephrase questions or responses for the
listener to evaluatelistener to evaluate
 Define terminology so there is less chance ofDefine terminology so there is less chance of
misunderstandingmisunderstanding
 Offer alternatives/suggestions for the listenerOffer alternatives/suggestions for the listener
to evaluateto evaluate

11. AVOID DAYDREAMINGAVOID DAYDREAMING
 Focus on your speakerFocus on your speaker
 Listen to your speaker and interact by activelyListen to your speaker and interact by actively
giving the speaker verbal and nonverbalgiving the speaker verbal and nonverbal
feedback.Use such nonverbal cues as noddingfeedback.Use such nonverbal cues as nodding
or smilingor smiling
 Concentrate on the speaker’s point of view;Concentrate on the speaker’s point of view;
review or mentally check to see if you are inreview or mentally check to see if you are in
agreementagreement
 As a speaker, reduce listener's spare time byAs a speaker, reduce listener's spare time by
use of vocal and visual cues as well as use ofuse of vocal and visual cues as well as use of
stories,humour and metaphors

12. USE MIND MAPPINGUSE MIND MAPPING
 Write down a main point, central thought orWrite down a main point, central thought or
ideaidea
 Circle the main point ,central thought or ideaCircle the main point ,central thought or idea
 In note taking ,mind main things you areIn note taking ,mind main things you are
thinking about . You will generate more ideas,thinking about . You will generate more ideas,
see relationships among key words, write lesssee relationships among key words, write less
than in conventional note taking; and havethan in conventional note taking; and have
more funmore fun..

13.  In making telephone calls, mind map whoIn making telephone calls, mind map who
are going to call,your purpose forare going to call,your purpose for
calling ,when you intend to call,whatcalling ,when you intend to call,what
questions you want answered or whatquestions you want answered or what
comments you want to make,and whatcomments you want to make,and what
information you want to shareinformation you want to share

14. COMPLAINTSCOMPLAINTS
 State the problemState the problem
 Supply supporting evidenceSupply supporting evidence
 State the remedy you seek. What do you wantState the remedy you seek. What do you want
done about it?done about it?
 Hold your temperHold your temper
 Avoid attacking the person listening to yourAvoid attacking the person listening to your
complaintcomplaint
 Let them know when you want correctiveLet them know when you want corrective
action completedaction completed

15. COMPLAINTSCOMPLAINTS
 As a last resort , tell them other approachesAs a last resort , tell them other approaches
you plan to take to get resolution of theyou plan to take to get resolution of the
problem, such as taking your complaint to theproblem, such as taking your complaint to the
manufacturer or getting media attentionmanufacturer or getting media attention

16. SPEAKING AND WRITING KEYSPEAKING AND WRITING KEY
POINTSPOINTS
 Write a one – sentence purpose statementWrite a one – sentence purpose statement
before you being to write, whether it is a letter,before you being to write, whether it is a letter,
thesis or speechthesis or speech
 Use the who,what,where ,when and howUse the who,what,where ,when and how
format to keep your message focused and briefformat to keep your message focused and brief
 Write and rewrite until you are able to captureWrite and rewrite until you are able to capture
the idea in one sentencethe idea in one sentence

17. GET TO THE POINT QUICKLYGET TO THE POINT QUICKLY
 Answer the question," What is my point ? “Answer the question," What is my point ? “
 Put your major point or request ,your “bottomPut your major point or request ,your “bottom
line” , first.line” , first.
 Avoid the risk that your listener or reader willAvoid the risk that your listener or reader will
be interrupted or simply tune you out beforebe interrupted or simply tune you out before
you get to your major point or requestyou get to your major point or request
 In closing , reiterate your pointIn closing , reiterate your point

18. ASK FOR WHAT YOU WANTASK FOR WHAT YOU WANT
 Make your requests as specific as possibleMake your requests as specific as possible
 Ask for informationAsk for information
 Ask help first from those closest to you. TheyAsk help first from those closest to you. They
are more likely to give a positive responseare more likely to give a positive response
 Guard against feeling rejected when theGuard against feeling rejected when the
request you make is not grantedrequest you make is not granted
 Expect a favorable replyExpect a favorable reply
 Visualize yourself receiving what you ask forVisualize yourself receiving what you ask for

19.  Formulate positive affirmations and repeatFormulate positive affirmations and repeat
them aloud to yourself to develop a belief thatthem aloud to yourself to develop a belief that
you shall have what you ask foryou shall have what you ask for
 Remember to say “ Thank You “Remember to say “ Thank You “

20. USE GENDER NEUTRALUSE GENDER NEUTRAL
LANGUAGELANGUAGE
 Use the plural instead of singular pronouns,”Use the plural instead of singular pronouns,”
Everyone is expected to do the job well” instead of “Everyone is expected to do the job well” instead of “
his or her job”.his or her job”.
 Be consistent in addressing women and men of theBe consistent in addressing women and men of the
same rank or status. Frequently ,women are addressedsame rank or status. Frequently ,women are addressed
by their first names while men are called “ Mr.by their first names while men are called “ Mr.
Surname”Surname”
 Use gender neutral terminology. For instance ,useUse gender neutral terminology. For instance ,use
“workforce” instead of “ manpower”“workforce” instead of “ manpower”
 Provide guidance for both sexes on invitations eg “Provide guidance for both sexes on invitations eg “
business attire” instead of “ coat and tie”business attire” instead of “ coat and tie”

21. ILLUSTRATE WITH PERSONALILLUSTRATE WITH PERSONAL
EXAMPLESEXAMPLES
 Help people to relate to you by sharingHelp people to relate to you by sharing
personal experiencespersonal experiences
 Build a source of personal examples byBuild a source of personal examples by
keeping a journalkeeping a journal
 Use stories from your past to illustrate yourUse stories from your past to illustrate your
point or the message you want to leave withpoint or the message you want to leave with
your listenersyour listeners

22. EXPRESS EMOTIONEXPRESS EMOTION
 Describe your feelings as well as factsDescribe your feelings as well as facts
 Set limits . Extreme emotion becomes a barrierSet limits . Extreme emotion becomes a barrier
 Indicate that you are approachableIndicate that you are approachable
 Use body language as a part of your emotionalUse body language as a part of your emotional
expressionexpression

23. USE SHORT SENTENCESUSE SHORT SENTENCES
 Avoid run-on, rambling sentencesAvoid run-on, rambling sentences
 Review your written work and see ifReview your written work and see if
conjunctions can be deleted to form twoconjunctions can be deleted to form two
sentencessentences
Hello!!Can I
add
something in
it??

24. COMMUNICATE ONLINECOMMUNICATE ONLINE
 Subscribe to an online serviceSubscribe to an online service
 Learn to use email. You can also communicateLearn to use email. You can also communicate
through news groups, chat rooms, and bulletinthrough news groups, chat rooms, and bulletin
boards.boards.
 Compose letters for email .Compose letters for email .
 Be concise; get to the point quicklyBe concise; get to the point quickly
 Learn about “netiquette” the customs andLearn about “netiquette” the customs and
manners involved in using on line services.manners involved in using on line services.
For example, the use of all capital lettersFor example, the use of all capital letters
indicates that you are shoutingindicates that you are shouting

25. GENERAL TIPS -READINGGENERAL TIPS -READING

26. KEEP UP TO DATE WITHKEEP UP TO DATE WITH
CURRENT EVENTSCURRENT EVENTS
 Question the intent of the reporter.Over timeQuestion the intent of the reporter.Over time
you may learn of a reporter’s bias towardsyou may learn of a reporter’s bias towards
various topicsvarious topics
 Think as you read or listen. You are notThink as you read or listen. You are not
required to accept everything as factualrequired to accept everything as factual
 Find another reporter’s point of viewFind another reporter’s point of view
 Discuss current events with yourDiscuss current events with your
acquaintancesacquaintances
 Do not expect everyone to interpret events inDo not expect everyone to interpret events in
the same waythe same way
 Scan even the sections of newspapers andScan even the sections of newspapers and
magazines that you are not particularlymagazines that you are not particularly
interested in eg sports,finane,artsinterested in eg sports,finane,arts

27. READ SOMETHINGREAD SOMETHING
INSPIRATIONALINSPIRATIONAL
 Read inspirational booksRead inspirational books
 Subscribe to newsletters or pamphlets whichSubscribe to newsletters or pamphlets which
provide regular readings to lift the spiritprovide regular readings to lift the spirit
 Begin to form a habit of regularly readingBegin to form a habit of regularly reading
inspirational thoughts and versesinspirational thoughts and verses
 Carry internet sources for inspirationalCarry internet sources for inspirational
messagesmessages
 Read or write poetry that inspires youRead or write poetry that inspires you

28. GENERAL TIPS –NONGENERAL TIPS –NON
VERBALVERBAL

29. PRESENCEPRESENCE
 Be aware of who you are, the role you play, and whoBe aware of who you are, the role you play, and who
your audience isyour audience is
 Be “ in the moment” and in tune with your inner selfBe “ in the moment” and in tune with your inner self
 Exude strength and awareness through confidenceExude strength and awareness through confidence
and poiseand poise
 Sit and stand erectSit and stand erect
 Let your nonverbal cues reflect the message you wantLet your nonverbal cues reflect the message you want
to conveyto convey
 Signal your self esteem and powerSignal your self esteem and power
 Draw attention to yourself in a positive wayDraw attention to yourself in a positive way
 Let your body language agree with your spokenLet your body language agree with your spoken
wordswords
 Realize that others are getting an impression of youRealize that others are getting an impression of you
during the first visual or verbal contactduring the first visual or verbal contact

30. DRESS APPROPRIATELYDRESS APPROPRIATELY
 Find out what dress is considered appropriate.Find out what dress is considered appropriate.
For example ,attire that is acceptable in aFor example ,attire that is acceptable in a
certain city may not be appropriate in the samecertain city may not be appropriate in the same
situation in another onesituation in another one
 Be sure your clothing sends the message youBe sure your clothing sends the message you
intend. Before you say a word, what you wearintend. Before you say a word, what you wear
affects first impressionsaffects first impressions
 Wear clothing that is congruent with yourWear clothing that is congruent with your
verbal message. For example, when everyoneverbal message. For example, when everyone
in the office is dressed in business attire andin the office is dressed in business attire and
you show up in jeans and a T-shirt ,you are notyou show up in jeans and a T-shirt ,you are not
in appropriate attire unless it’s a dayin appropriate attire unless it’s a day
designated as “ casual”designated as “ casual”

31. SMILESMILE
 Use a smile to signal that you are in a pleasantUse a smile to signal that you are in a pleasant
mood,positive,and approachablemood,positive,and approachable
 Practice smiling in front of a mirror to gainPractice smiling in front of a mirror to gain
confidence . See how you look with a broad showingconfidence . See how you look with a broad showing
teeth parted ,possibly leading to a soft laughteeth parted ,possibly leading to a soft laugh
 Smile to indicate a positive attitude:Smile to indicate a positive attitude:
-Respect for the other person-Respect for the other person
-Friendliness-Friendliness
-Openness-Openness

32. TOUCHTOUCH
 Be sensitive to the fact that when you touchBe sensitive to the fact that when you touch
someone,you are invading their spacesomeone,you are invading their space
 Use to indicate warmth, caring andUse to indicate warmth, caring and
understandingunderstanding
 Develop the techniques of proper touching:Develop the techniques of proper touching:
 - Gently place your hand on the other person’s- Gently place your hand on the other person’s
arm between the elbow and the wrist in aarm between the elbow and the wrist in a
friendly conversationfriendly conversation
 Break contact immediately if there is anyBreak contact immediately if there is any
resistanceresistance
 Never use touch to enforce your will uponNever use touch to enforce your will upon