Earthsoft brief-communication tips

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Index
Communication Meetings • Sales
• Types • Audience • Selling thoughts
•4S • Posture • Be client centered
• Listen • Story teller • Creditability
• Interactions
• Eye contacts • Content • When client says
• Culture • Your seat No!
• Team dynamics • Ask…
• Build the trust • Be confident
• Support • Complaint handling
• Establish rapport • Communication
• Feedback • Difficult person
• Be persuasive • Know the person
• Be a coach • Emotions

Communication
• Communication is the process of conveying
• Feelings, emotions, attitudes, facts, beliefs,
suggestions, feedback, ideas, updates,
information, thoughts
• between living beings
• by clear ways in written or verbal or speech or
signals or behaviors form
• so that it is satisfactorily received or understood


Places


Communication
• Communication is everything we do in business
• It is essential to know and follow good practices
of communication to be successful
• Good communication builds stronger
relationships & become more effective
• Poor communication
• Results huge losses to business & individual
• Cause the stress to individual or to the team
• Create misunderstanding
• Expresses inconsistent message or feeling
• Suggest to plan & practice communication skills
• Always remain alert while speaking & listening

Effective communication
• When there is no gap of understanding in the
message between sender & receiver
• It enhances the probability of meeting the goals
Good two-way communication is foundation of:
• Understanding
• Trust
• Community
• Efficiency
• Progress
• Agreement


Effective communication
• Connect
• Initiate
• Listen
• Filter (the “right” amount)
• Interpret & Relate
• Add Context & Global Perspective
• Deliver
• …in a timely manner
• …to the right people


Communication
You are communication while you are
• Speaking or Listening
• Understanding, asking, arguing, smiling,
laughing, believing, remembering, kidding,
joking, nodding, etc
• Making other person to pick up the real
message
• In control of the message
• Making it 2 ways
• Taking responsibility of your communication


Communication
• Think & strategise before you speak
• Know the audience
• Know the expectations
• Choose the approach
• Use your ear & other senses
• Take as much time as comfortable or manage it
• Get synchronised
• Be focused
• Be careful about channel
• Choose the timing
• Share knowledge or new points
• Be honest, sincere & connect

Communication
• Asking Questions
• Answers
• Information/ Facts
• Sharing views
• Actor can be
• Gentle
• Probing
• Challenging


Attributes
• Transactional
• Simple or Complex
• Avoidable or Unavoidable
• Formal or informal
• Continuous
• Learned


Components
• Communicators
• Managers
• Context
• Content / Message
• Physical environment (Places)
• Mind set of communicators
• Channels
• Smooth/ Noise / Motivation
• Barrier
• Conclusion & Feedback


Open & closed communication
• Show you are friendly, one would be open &
eager to meet or closed & do not want to meet
• What one feels always seen in gesture, posture,
body language, facial expressions
open communication closed communication
Uncrossed legs, arm, direct Boredom, defensiveness,
eye contact switching off, dislike
Friendly expression like Crossed legs,
smile, relaxing, joking unresponsive, switching off,
Leaning forward, eager, avoiding eye contact,
curious, response uncomfortable
Positive interaction Leaning back & relaxed

4S
• To use optimum power & appropriate authority is
displayed in body language
• Relax, look confident, take charge of emotions
• To give attention to 4 S-
• Stance is very authorative, Powerful people sit &
stand up-right, that offers youth & energy.
• Size - An erect posture with head held high
• Space - Taking more physical space indication
of exhibiting the power
• Straddles - While sitting or standing keep the
legs apart
• Following 4 S radiates positive air of authority.

Listen
• Do not work out your say / view while listening
• Do not look for a chance to speak, your turn will
be there! Focus on listening…
• Do not silently criticise or edit to inputs in mind
• Do not assume that you have more interesting
knowledgeable, intelligent, latest, relevant points
• Do not be prejudice
• Do not jump to conclusion
• Do not interfere or intervene while delivering
• Do not over use assertion
• List the questions & ask those at the end
• Try to understand other’s point of view

Listen
• Acknowledge, use body language (eye contacts,
facial expression, gesture)
• Be curious, expect to listen further, be
interested, understand their aim & motivation
• Reconfirm what you listen
• Seek clarification if gap is too big
• Be silent when necessary, allow to express their
thoughts completely
• Active listening & effective sharp questions
results a good form of communication


Interactions
• Ask effective, precise, pin-pointed questions
• It fuels curiosity, cultivates wisdom, enhances
knowledge of the audience, makes speaker alert
and prepared
• Do not stripe or try to corner the speaker
• Do not guide speaker in the forum
Types of questions / interactions
• Seeking information, detailing
• Contradictory
• Clarification
• Action
• Research oriented

Eye contacts
• Direct eye contact builds openness and
confidence. Contrary it raises doubts &
suspicion.
• Deep staring gives a feeling of control.
• It is regarded as positively. (Window to soul),
and equated to being honest & trustworthy.
• For lowering eye, you are signaling modesty,
submissive & lower rank & to be avoided
• Also while presenting look at audience. It
signals strength & confidence.
• Thus it is suggested to use eye contact however
be aware not to be dominant.

Culture
• Learn & try to adopt culture of others, be flexible
• Generally following occasions you need to know
the culture and adopt
• Introduction
• Exchanging business cards
• Meeting
• Sitting, Standing, leg crossing
• Lunch, Dinner & Party
• Outing, visiting home, etc
• Yawning, Touching, etc


Know the team dynamics
• Who get along & does not
• Liking of individual
• Character / attribute of individual
• Power & power struggle
• Know who is real boss in the team.
• Know who are together, staying together,
relaxed, casual & eazy approach
• Tip – If someone indicating power, showing
dominance of body language, expecting people
to meet at his desk, be careful about challenging
the territory. Always build rapport first & win
over till you are allowed in the circle.

Build the trust
• To share secret or critical important tips
occasionally
• If you confide in people, they are more likely to
confide in you
• Sharing secrets & guiding let you get to know
people better & get them closer
• You should know more what others want &
need, so that you can help them more
• Share confidence to create trust in the team,
and strengthen the bond of communication
• Support the team in public


Support
• Appreciate and thank you, even for small help &
even if it is part of their duty
• Congrats on achievements & consistent good
performance, offer praise publically
• Focus on others than yourself
• Say what is right about others & achievement
• Others to feel having firm foundation of support
• Attentiveness - listen carefully & be attentive
• A good team is a great place to be, exciting,
stimulating, supportive, successful.
• A bad team is horrible, a sort of human prison!


Establish rapport
• It builds strong relationships based on mutual
feeling of trust & respect
• Do not burn the bridges after crossing it
• It offers feeling of connectivity & comfort
• Never be haughty to humble & humble to
haughty
• Think about people you get along with eazily


Feedback
• A tool which allows people to learn & improve
from the mistakes & succeed
• Feedback to get heard constructively
• What was good about performance, how it could
have been further better and you can do it!
• B - Balanced -> Strength as well areas of
improvements
• O - Observed -> based on actual observations
• O - Objectively -> To avoid being subjectively,
prejudiced & judgmental
• S - Specific -> offer one or two examples
• T - Timely -> share as soon as possible

Feedback
For receiver
• To take it positively
• Listen carefully & never react
• Believe that only close friend who wishes well
offers the hard & critical feedback
• Always demand for weakness to be shared or
likely improvement areas
• You are the best to understand & introspect
• Stand in-front of mirror
• Acknowledgement is the first step towards
improvements


Be persuasive
• Good persuaders are valued
• Understand what motivates individual & use the
same language
• What are their goals?
• What can you offer them?
• Tip – To get your proposal accepted, explain key
features, paint the picture of future & benefit so
as to get accepted


Be a coach
• To use communication as teaching tool
• Challenge continuously to utilise potential, set &
achieve the goals
• If as a learner you do not know something, ask
a question
• Speak up and give voice to your idea
• Seek knowledge, be honest in sharing it,
become a coach
• Accept the mistakes, convert those in learning
• Share the experience what has worked & not,
and what you have learned


Be a coach
Dos
• Be observant
• Be encouraging & supportive
• Make your point, speak out
Don’ts
• Don't rubbish other people idea
• Don't blame other people
• Don't tell people what they want to hear
• Do not keep quiet


Meetings
• Opportunity for
• Get recognition
• Get your message across organisation
• Updates on status & share plan for next action
• Set out the aim for the meeting
• Get stake holders to agree to that
• Convey what you want to achieve
• To discuss relevant points to achieve the aim
• Good practice is to keep Q & A session at the
end unless audience feels a big gap
• If there is a diversion, make sure to bring
meeting back to the relevant topics

Plan a meeting
• Ask do you really need this meeting?
• What should be media - face to face, or email or
phone call, video conference
• What are short term & long term objectives
• Criteria for judging successful meeting
• Be ready for presentations with highlights and
detailing
• Who will be the audience
• What might be likely obstacle, prepare for it
• Seek consensus with seniors about your plan
• Be flexible to make the changes
• Run it like a pre-decided movie

Audience
• Pay attention to audience
• Choose the right words, articulate it & practice if
needed
• Avoid jargon
• Find the right level
• Use additional method sparingly
• Don't get distracted
• Maintain concentration on audience
• Be prepared to return the googly question


Posture
• Stand or sit tall & erect as comfortable
• Good posture has amazing impact on audience.
• Do not lean, do not breath in shallow manner
• Do not sound stressed
• Straighten your back , spine, relax the
shoulders, head to rest comfortably & evenly on
the shoulders
• Check that you are balanced , neither to right or
left side
• Take deep breaths , feel comfortable & confident
• Use breathing to relax and center your body to
make yourself a more powerful presenter.

Be a story teller
• Information is interesting but they simply are not
memorable and don't grab attention, however
stories or metaphors do. That's the reason one
should be story teller, use analogy to illustrate!
• Brain thinks with image so feed it with story
• To fire the imagination
• To bring the freshness to idea
• To be really persuasive
• Thus stories will spark the imagination and keep
audience engaged.


Content
• Keep it short & sweet, to the point
• Longer someone speak, less effective it is
• Know the outcome
• Listen
• Learn
• Emphasis however do not repeat the point
• If you notice resistance to your idea, reconsider
the approach or content
• Ask questions to audience if you are on track
• Summarise the outcome of meeting and actions
and their actors


Your seat
• Choose the correct seat
• Open body language makes you more friends
• Check the size of table - round, square or long
• Meeting - Allow guest to sit opposite to the
entrance of the room
• Lunch/ Dinner table – Allow guest to sit towards
wall side


Sales


Selling thoughts
• People win people
• You will be successful if you have strong sales
skills
• It could be idea, product or services
• Be friendly, open in body language
• Persuasive people develop genuinely positive
relationships with people. they make sure
always in good rapport.


be client centered
• Communicate & behave in such a way that
client thinks you are on their wavelength.
• Feel to be in tune with someone, create rapport
• It is essential what is important for other person,
what are their value & needs
• What is there for me?
• Build rapport
• Be open
• Try to convey you want the best results for them
• Ask few questions related to client


be client centered
• What is specific need of client, what is important
to them in business. It could be thing or feeling/
• Why they want to do? Why they need?
• Understand how their orgnaisation works and
how they expect you to work?
• Examine the benefits to client
• What value are you bringing? Think about
current & future situation after your contribution
• Create sense of expectations, create need for
you, become special for customer
• Check timing - why customers did not had this
earlier, what had stopped them to have it earlier
• Focus on result expected by client,

Selling
• Explain why you, what are the differentiators?
• Grab attention of others, introduce the subject to
keep them excited & curious
• Make other people passionate about your ideas
• Encourage them to ask questions
• Win support from others
• Share the context, is there a problem to solve or
challenge to overcome? Is it something unique?
• Focus on result & describe the idea in as many
details what results & benefits it would deliver
• Get everyone on board, Counteract negative
response moderately if any

Creditability
• Selling is trust & credibility, How do we build?
• Be congruent in everything you say
• Get words & body language to sync
• Keep consistency, Never contradict the story
• Be fair in describing the idea or product, be
moderate! Selling does not mean product to be
perfect for your client
• Be diplomatic, be ready to describe negative
points also when it comes
• While conveying great features, be specific &
accurate about benefits
• Referrals for cross checking credibility

When client says No!
• Know why client say "No"
• Be ready to counter if you have a skill
• Check if client can share evaluation
• Was a budget problem?
• Was it you? Client might not be trusting you
• Check when next?
• Check any other opportunity?


Ask…
• How friendly you were?Were you open enough?
• Were your words appropriate?
• Have you established rapport?
• Do you not like the client?
Ask
• Do they need it now?
• Lack of urgency?
• Have you really excited them enough sharing
the features in details and conveyed what's
there in for them
• What is preferred - product or money in the bank


Sales
• Say & Encourage powerful imagination tactfully
• Paint the picture
• Understand the values
• Client to get convinced for values & benefits
• You saw advertisement or sales guy
demonstrated the value & you bought!
• Use the exciting words to convey value such as
new, proven, results, safe, free, best, improved,
quality, unique, different, value, save, etc
• We need to justify to ourselves & to others.
Using / listening these words help decision
making process safe & simple.

Be confident
• Avoid but & try, Using these means destroying
positive words & allows client to doubt!
• Try to use "and“
• It goes like "Feel, Felt, Found"
• Choose your questions carefully to become
more persuasive and a successful sales person
• To create a right picture, do not say tree you are
offering is blue!
• Do not use negative language
• By using positive language to make right
impression of what you are selling,


Complaint handling
• When someone has complaint & is not satisfied,
one needs to handle it till closure
• Majority of customers will do business again if
complaints are handled till satisfactorily closure
• As a consumer, do not assume that merchant is
going to be defensive.
• Try to conclude happy and win-win.
• Build rapport, respect his inputs, listen to him,
make him calm down
• Be empathetic & look for agreement
• Check the details, ask relevant questions, take
the notes, show the seriousness

Complaint handling
• Give feedback, share the next likely steps, you
should be a problem solver for him,
• Create a positive outcome, lead client to
conclude for positive outcome, Share the
suggestions
• Always remain alert that you are dealing with
client's objections effectively.
• Flexibility helps building trust.
• Go extra mile to service! Such experience will
never be forgotten..


Observe phone etiquette
• Technology has bought faster & more
convenient forms of communication
• Internet & mobile has helped to give rise to
virtual contact & flexible working
• However such communication likely to raise few
misunderstanding as well.
• Focus on listener
• Summarise the key details
• Check for further help


Calls or VC
• Be a flexible speaker
• Keep breathing flexible to control voice
• On call one has to think, compose a content &
react as a voice
• Listen - deliberately relax, slow down and listen
to what other person is talking
• Pace - to check the pace of voice of other
person, good to match the pace,
• Smile - try smiling while talking,
All above would create a positive image


e-mail related
Must know clearly
Recipients of • Addressed to &
email • For information
Timing
Content • Context
• High Level
• Details, supported by attachment
• Conclusion
Meant for • Action
• Information
Complexity of
the subject


Email related
• E-mail is productive & helpful and for
transmitting specific information data
• Problems arises if issue is slightly complex
• e-mail is one-dimensional and lacks the
elements present in face-to-face communication
• Potential for
• Conflict and confusion
• Quickly escalate into a war of words
• To avoid intervention by emails
• Try to have telephonic call or meeting


Using emails
• Check if your email is important to business
• Would call or email better?
• Would it help business or improve relationship
• Who are the recipients of email as addressee &
in copy? Reduce as many recipients as possible
• Is detailing too much or less?
• Would this email brings clarity or confusion?
• Does it have hierarchy of the content like
header, context, detail - proposed say - steps or
actions or decision or guidance and benefits or
impact and conclusion
• Is follow up or courtesy call essential? to whom?

Stay professional
• Consider emails also as professional as letter
• Check spelling, grammar, flow, complete form of
thoughts, with optimum emotions,
• Click on "send" could change the life of
individual, so be careful.
• Review email before sending
• Check if likely misunderstanding
• Are you moderate in conveying your thoughts or
could it hurt
• If it is serious issue then keep email dead for 24
hours


Email tips
• Never use exclamation mark & dot..dot..dots..
• Proof read and spell check
• Write brief subject header indicating purpose
• Stick to business point, don't try to be funny
• Avoid sarcastic comments,
• Respect cross culture & adopt
• Do not share personal gossip, avoid critising
others. Email could be forwarded to anyone
• If you are angry, do not write a email. It neither
will omit frustration nor sort out anything. In fact
you are more likely to fuel the conflict.
• If it is not business, do not write it!

Email tips
• Do not use email as avoiding to speak
• Do not use email as passing your task to others
without seeking consent
• Disciplining employee - no..never, talk in person
• dealing with personal matter -
• ignoring problem, you need to address...
• avoiding conflict or Apologising..majority people
send emails instead of discussing or talking


Difficult personality
• How do we move from conflict & build strong
relationships?
• To communication focusing on creating outcome
you really want or at least win-win situation
• Begin with the end in the mind
• While dealing with difficult person, just do not
talk without any purpose
• Aim for the best result
• Ask yourself what results you want?
• What problems could arise of interactions?
• Can you turn problem into opportunity?
• Get positive frame of mind before speaking
• How would you achieve result at the end?

Knowing other person
• Say No nicely
• It is not enough to be nice or say "tes" always
• Saying No abruptly is also not good
• Use rapport skill
• understand the body language of other person
and tune to them
• The art of leadership is saying No
• Listening - listen to what they are saying
• Demonstrating - convey what you listened and
acknowledge
• Being clear - now say what stops you to do what
they expect you to do, keep it brief & quiet
• Being positive - close in positive mood

Control the emotions
• Controlling your emotions is most critical &
important, it is secret of effective communication
• Everyone would reciprocate the emotions.
• Control emotions when you want to be
assertive, share bad news, deal with complaint
• More professional, calm & mature you are,
better would be the results
• Long & deep breathing would help you to control
• Positive thinking - try to recollect time when you
felt happy, relaxed, confident & calm, imaging
similar situation is ahead
• Relaxing your body & make yourself
comfortable

Thank You


Earthsoft brief-communication tips

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